From naresh at hewittandmay.com Sat Jan 1 04:42:44 2011 From: naresh at hewittandmay.com (naresh at hewittandmay.com) Date: Sat, 1 Jan 2011 09:42:44 +0000 Subject: [rt-users] Populating customer fields Message-ID: <1766018914-1293874966-cardhu_decombobulator_blackberry.rim.net-1229893365-@b16.c2.bise7.blackberry> Dear All Customers raise tickets based on emailing us and almost always with an order Id for a web based purchase. Each time we then have to go another system that queries the database to view the order. Once we have the order on screen we can then reply to the ticket with greater accuracy. RT and the web back end are both in the same MySQL database on the same box. What I would like to do is: Enter the orderId in 1 custom field and have several other custom fields updated as a result. Can someone point me in the right direction. Have spent a few weeks reading number of articles but nothing quite as simple as the one outlined above. Kind regards Naresh Maharaj email: naresh at hewittandmay.com ------------------ From doherty at cs.dal.ca Sun Jan 2 12:24:29 2011 From: doherty at cs.dal.ca (Mike Doherty) Date: Sun, 02 Jan 2011 12:24:29 -0500 Subject: [rt-users] Linking to results of saved search Message-ID: <4D20B4CD.4020508@cs.dal.ca> Hello, I am building a search to return all tickets I've ever touched (created, resolved, commented, etc), which will be really helpful to me. However, I'd also like to share that search with others, ideally by linking to it something like this Bugzilla link: https://bugzilla.wikimedia.org/buglist.cgi?cmdtype=runnamed&namedcmd=Shell%20requests Is this possible with RT? I cannot see how to do this, since the URL on the search results page is simply https://rt.cpan.org/Search/Build.html Thanks for your help, -Mike From Ingo.Itter at ages.de Mon Jan 3 05:21:59 2011 From: Ingo.Itter at ages.de (Ingo.Itter at ages.de) Date: Mon, 3 Jan 2011 11:21:59 +0100 Subject: [rt-users] Filter LDAP User for owner assign Message-ID: Hello, now we have a lage number of LDAP Users listed in the Owner Dropdown Field. We assigned a ticket only a view staff members, so how can i filter the dropdown Field ? Greetings Ingo _______________________________________________________________________ Gesch?ftsf?hrer: Rolf Herzog, Thomas Benk AGES Maut System GmbH & Co. KG AG D?sseldorf HRA 14045, USt-IdNr.: DE 202525868 AGES International GmbH & Co. KG AG D?sseldorf HRA 16636, USt-IdNr.: DE 813749831 AGES ETS GmbH AG D?sseldorf HRB 55580, USt-IdNr.: DE 814789134 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jonathan at panayainc.com Mon Jan 3 08:19:56 2011 From: jonathan at panayainc.com (Jonathan Salomon) Date: Mon, 3 Jan 2011 05:19:56 -0800 Subject: [rt-users] single sign-on Message-ID: <5305532C5AADCC469E6E9023CADA294C011ECB3A67D3@IE2RD2XVS011.red002.local> Hi all, I'd like to ask you for some advice on how to achieve SSO with RT 3.8.2, so my users won't have to enter their credentials each time they want to open a ticket through the web interface. I see ExternalAuth which I am already using for authentication against our AD, can do this but through a cookie. Since we don't have a company portal or something like that, we do not have a cookie set already. Therefore ideally I'd like to get the credentials from the Windows session. I came across this link (http://blank.org/memory/output/rt-ad-sso.html) that seems to do what I want but I see it's a bit dated. Does anyone know if this is still relevant and if it's possible to integrate this with ExternalAuth? Are there any other approaches? I would be grateful if anyone could spare some tips. Thanks! Jonathan -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Jan 3 11:02:12 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Jan 2011 11:02:12 -0500 Subject: [rt-users] Linking to results of saved search In-Reply-To: <4D20B4CD.4020508@cs.dal.ca> References: <4D20B4CD.4020508@cs.dal.ca> Message-ID: <20110103160212.GK65759@jibsheet.com> On Sun, Jan 02, 2011 at 12:24:29PM -0500, Mike Doherty wrote: > Hello, > > I am building a search to return all tickets I've ever touched (created, > resolved, commented, etc), which will be really helpful to me. However, > I'd also like to share that search with others, ideally by linking to it > something like this Bugzilla link: > https://bugzilla.wikimedia.org/buglist.cgi?cmdtype=runnamed&namedcmd=Shell%20requests > > Is this possible with RT? I cannot see how to do this, since the URL on > the search results page is simply https://rt.cpan.org/Search/Build.html Click on 'Show Results' and you'll get a large URL -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jan 3 11:02:51 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Jan 2011 11:02:51 -0500 Subject: [rt-users] Filter LDAP User for owner assign In-Reply-To: References: Message-ID: <20110103160251.GL65759@jibsheet.com> On Mon, Jan 03, 2011 at 11:21:59AM +0100, Ingo.Itter at ages.de wrote: > now we have a lage number of LDAP Users listed in the Owner Dropdown Field. We assigned a > ticket only a view staff members, so how can i filter the dropdown Field ? You probably assigned OwnTicket to Everyone or Unprivileged, either globally or on a queue level and need to make sure that right only goes to staff users -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From doherty at cs.dal.ca Mon Jan 3 11:18:27 2011 From: doherty at cs.dal.ca (Mike Doherty) Date: Mon, 03 Jan 2011 11:18:27 -0500 Subject: [rt-users] Linking to results of saved search In-Reply-To: <20110103160212.GK65759@jibsheet.com> References: <4D20B4CD.4020508@cs.dal.ca> <20110103160212.GK65759@jibsheet.com> Message-ID: <4D21F6D3.50401@cs.dal.ca> On 11-01-03 11:02 AM, Kevin Falcone wrote: > Click on 'Show Results' and you'll get a large URL > > -kevin Thanks! -Mike From jarends at illinois.edu Mon Jan 3 11:32:08 2011 From: jarends at illinois.edu (John Arends) Date: Mon, 3 Jan 2011 10:32:08 -0600 Subject: [rt-users] single sign-on In-Reply-To: <5305532C5AADCC469E6E9023CADA294C011ECB3A67D3@IE2RD2XVS011.red002.local> References: <5305532C5AADCC469E6E9023CADA294C011ECB3A67D3@IE2RD2XVS011.red002.local> Message-ID: <4D21FA08.3020007@illinois.edu> I don't know what your users are like, but for a good portion of our users, actually using RT is too complicated. We have a simple web form that creates tickets for people. If they don't really need RT access, this might be an option. On 1/3/11 7:19 AM, Jonathan Salomon wrote: > > Hi all, > > I?d like to ask you for some advice on how to achieve SSO with RT > 3.8.2, so my users won?t have to enter their credentials each time > they want to open a ticket through the web interface. I see > ExternalAuth which I am already using for authentication against our > AD, can do this but through a cookie. Since we don?t have a company > portal or something like that, we do not have a cookie set already. > Therefore ideally I?d like to get the credentials from the Windows > session. I came across this link > (http://blank.org/memory/output/rt-ad-sso.html) that seems to do what > I want but I see it?s a bit dated. Does anyone know if this is still > relevant and if it?s possible to integrate this with ExternalAuth? Are > there any other approaches? > > I would be grateful if anyone could spare some tips. > > Thanks! > > Jonathan > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jarends at illinois.edu Mon Jan 3 11:41:31 2011 From: jarends at illinois.edu (John Arends) Date: Mon, 3 Jan 2011 10:41:31 -0600 Subject: [rt-users] single sign-on In-Reply-To: <6F3EC091FE756F42BE189BA64226A5FC19160285@mail1ids.ipex.network> References: <5305532C5AADCC469E6E9023CADA294C011ECB3A67D3@IE2RD2XVS011.red002.local> <4D21FA08.3020007@illinois.edu> <6F3EC091FE756F42BE189BA64226A5FC19160285@mail1ids.ipex.network> Message-ID: <4D21FC3B.2090407@illinois.edu> We've done it two ways. The easiest is just to create a web mail form using PHP and have it send email to RT. Since it is through our portal, its easy to have the web form forge the from address as username at whatever.com and RT thinks it came from the user. We also have one more complicated form that uses the RT perl API to actually create the ticket and set priorities. This has to run on our RT server. I'd eventually like to get rid of it, since it is messy, but it works. On 1/3/11 10:36 AM, Bouzite, Radouan wrote: > > Hi, > > Can I ask you how it works the web form to create tickets ? > > --------------------------------------------- > *Radouan Bouzite* > Unix/SAN Admin. > Ipex Management Inc. > Tel : (514) 769 3445 ext 291 > Fax :(514) 769-1672 > > ------------------------------------------------------------------------ > > *From:*rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *John > Arends > *Sent:* January-03-11 11:32 AM > *To:* rt Users > *Subject:* Re: [rt-users] single sign-on > > I don't know what your users are like, but for a good portion of our > users, actually using RT is too complicated. > > We have a simple web form that creates tickets for people. > > If they don't really need RT access, this might be an option. > > On 1/3/11 7:19 AM, Jonathan Salomon wrote: > > Hi all, > > I?d like to ask you for some advice on how to achieve SSO with RT > 3.8.2, so my users won?t have to enter their credentials each time > they want to open a ticket through the web interface. I see > ExternalAuth which I am already using for authentication against our > AD, can do this but through a cookie. Since we don?t have a company > portal or something like that, we do not have a cookie set already. > Therefore ideally I?d like to get the credentials from the Windows > session. I came across this link > (http://blank.org/memory/output/rt-ad-sso.html) that seems to do what > I want but I see it?s a bit dated. Does anyone know if this is still > relevant and if it?s possible to integrate this with ExternalAuth? Are > there any other approaches? > > I would be grateful if anyone could spare some tips. > > Thanks! > > Jonathan > > > > > -- John Arends jarends at illinois.edu Network Analyst College of ACES ITCS University of Illinois at Urbana-Champaign -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Jan 3 11:45:55 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Jan 2011 11:45:55 -0500 Subject: [rt-users] single sign-on In-Reply-To: <5305532C5AADCC469E6E9023CADA294C011ECB3A67D3@IE2RD2XVS011.red002.local> References: <5305532C5AADCC469E6E9023CADA294C011ECB3A67D3@IE2RD2XVS011.red002.local> Message-ID: <20110103164555.GM65759@jibsheet.com> On Mon, Jan 03, 2011 at 05:19:56AM -0800, Jonathan Salomon wrote: > > I'd like to ask you for some advice on how to achieve SSO with RT 3.8.2, so my users won't > have to enter their credentials each time they want to open a ticket through the web > interface. I see ExternalAuth which I am already using for authentication against our AD, can > do this but through a cookie. Since we don't have a company portal or something like that, we > do not have a cookie set already. Therefore ideally I'd like to get the credentials from the > Windows session. I came across this link ([1]http://blank.org/memory/output/rt-ad-sso.html) > that seems to do what I want but I see it's a bit dated. Does anyone know if this is still > relevant and if it's possible to integrate this with ExternalAuth? Are there any other > approaches? You're looking for the mod_auth_kerb extension for apache. It will auto-sign users into RT By default, they'll be Unprivileged and will see the RT SelfService UI (go to http://your.rt/SelfService/ to get an idea of what it looks like) which is a very stripped down RT UI that will both let your users create tickets and monitor their resolved and open tickets. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jan 3 11:47:33 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Jan 2011 11:47:33 -0500 Subject: [rt-users] Populating customer fields In-Reply-To: <1766018914-1293874966-cardhu_decombobulator_blackberry.rim.net-1229893365-@b16.c2.bise7.blackberry> References: <1766018914-1293874966-cardhu_decombobulator_blackberry.rim.net-1229893365-@b16.c2.bise7.blackberry> Message-ID: <20110103164733.GN65759@jibsheet.com> On Sat, Jan 01, 2011 at 09:42:44AM +0000, naresh at hewittandmay.com wrote: > Dear All > > Customers raise tickets based on emailing us and almost always with an order Id for a web based purchase. > > Each time we then have to go another system that queries the database to view the order. Once we have the order on screen we can then reply to the ticket with greater accuracy. > > RT and the web back end are both in the same MySQL database on the same box. > > What I would like to do is: > > Enter the orderId in 1 custom field and have several other custom fields updated as a result. > > Can someone point me in the right direction. > Have spent a few weeks reading number of articles but nothing quite as simple as the one outlined above. Sounds like you need a Scrip with a custom condition that checks for a chance in your Order ID custom field and then it goes and connects to mysql to load up data for the other CFs and sets them You may also want to grant rights on the other custom fields so that your staff can see them, but not edit them. That way they won't be out of sync with what is in your external DB -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From mathew.snyder at gmail.com Mon Jan 3 12:14:16 2011 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Mon, 3 Jan 2011 12:14:16 -0500 Subject: [rt-users] Special Characters in Queue Names Message-ID: Is there a list of characters that are or are not allowed? Anyone have any hiccups using special characters? I know the hyphen works as does underscores. I'm curious about such things as ampersands and what I suspect would be an innocuous period. -Mathew From trs at bestpractical.com Mon Jan 3 13:10:47 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 03 Jan 2011 13:10:47 -0500 Subject: [rt-users] FW: Re: HTML enabled templates / problem with attachments! In-Reply-To: <001101cba8d1$671e6eb0$355b4c10$@net> References: <001101cba8d1$671e6eb0$355b4c10$@net> Message-ID: <4D221127.901@bestpractical.com> Please keep responses on the list. On 31 Dec 2010 04:59, Payam Poursaied wrote: > Dear Thomas > I couldn't go ahead anymore, but it seems that you have some idea about why > this problem occurred. May I kindly ask you to let me know if there is any > specific patch, or the part of code which is related to this issue so I > could work on it. The work on this part of the code will be in 3.8.9. Although we sent out the first release candidate last week, I'm not sure when the final release will be made. You might try the RC1 on a test system. Thomas > Thank you in advance > Payam Poursaied > > -----Original Message----- > From: Payam Poursaied [mailto:payam at rasana.net] > Sent: Wednesday, December 29, 2010 8:55 AM > To: 'trs at bestpractical.com' > Cc: 'rt-users at lists.bestpractical.com' > Subject: Re: [rt-users] HTML enabled templates / problem with attachments! > >> Date: Mon, 27 Dec 2010 13:14:34 -0500 >> From: Thomas Sibley >> >> On 24 Dec 2010 06:34, Payam Poursaied wrote: >>> When my users send HTML enable emails without any attachments, it >>> works fine (i.e. the AdminCCs get the copy of incoming correspond in >>> HTML enabled form). But if the correspond has any attachments, RT puts >>>
around $Transaction->Content() and puts only texts in the > middle. >> >> What version of RT are you running? You may need to use > $Transaction->Content(Type => 'text/html') to force it to find the HTML part > of the mail. Content type preference intuition is improved in development > versions of RT. >> >> Thomas > > Dear Thomas > Thank you for your response. I am using 3.8.8. I tried what you recommended, > but there wasn't any success. From lgrella at acquiremedia.com Mon Jan 3 13:41:59 2011 From: lgrella at acquiremedia.com (Laura Grella) Date: Mon, 3 Jan 2011 10:41:59 -0800 (PST) Subject: [rt-users] Stripping copied parts of email before saving as comment or reply In-Reply-To: <20101227211932.GC65759@jibsheet.com> References: <30524829.post@talk.nabble.com> <20101227211932.GC65759@jibsheet.com> Message-ID: <30580423.post@talk.nabble.com> 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. THanks > 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 - -- View this message in context: http://old.nabble.com/Stripping-copied-parts-of-email-before-saving-as-comment-or-reply-tp30524829p30580423.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Mon Jan 3 15:48:42 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Jan 2011 15:48:42 -0500 Subject: [rt-users] Stripping copied parts of email before saving as comment or reply In-Reply-To: <30580423.post@talk.nabble.com> References: <30524829.post@talk.nabble.com> <20101227211932.GC65759@jibsheet.com> <30580423.post@talk.nabble.com> Message-ID: <20110103204842.GO65759@jibsheet.com> 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. 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 - -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From whorka at hmdc.harvard.edu Mon Jan 3 16:01:08 2011 From: whorka at hmdc.harvard.edu (William J. Horka) Date: Mon, 03 Jan 2011 16:01:08 -0500 Subject: [rt-users] What modules do I need to load to use the RTFM 2.4.3 API? Message-ID: <4D223914.4020508@hmdc.harvard.edu> Hi all, First off, I want to say thanks to the developers for delivering RTFM 2.4.3. The fix for managing global custom fields in RT 3.8.8 is very helpful. However, I don't seem to be able to figure out which perl modules I need to load to use the API anymore. This worked under RTFM 2.4.2, but doesn't work under RTFM 2.4.3rc1 or 2.4.3: $ perl -I$RT_HOME/lib -I$RT_HOME/local/plugins/RT-FM/lib \ -MRT -MRT::FM -e 1 Can't call method "can" on an undefined value at /usr/local/HMDC/rt3/local/plugins/RT-FM/lib/RT/FM.pm line 61. Compilation failed in require. BEGIN failed--compilation aborted. Can someone please advise? Thanks, -Bill -- William Horka UNIX Systems Administrator Harvard-MIT Data Center From hiro24 at gmail.com Mon Jan 3 16:08:49 2011 From: hiro24 at gmail.com (Chris Hall) Date: Mon, 3 Jan 2011 16:08:49 -0500 Subject: [rt-users] search by CommentedOnBy? Message-ID: Is there a way to do a search of tickets to see which tickets a given person has commented on? -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Jan 3 16:34:15 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Jan 2011 16:34:15 -0500 Subject: [rt-users] What modules do I need to load to use the RTFM 2.4.3 API? In-Reply-To: <4D223914.4020508@hmdc.harvard.edu> References: <4D223914.4020508@hmdc.harvard.edu> Message-ID: <20110103213415.GP65759@jibsheet.com> On Mon, Jan 03, 2011 at 04:01:08PM -0500, William J. Horka wrote: > Hi all, > > First off, I want to say thanks to the developers for delivering > RTFM 2.4.3. The fix for managing global custom fields in RT 3.8.8 is > very helpful. > > However, I don't seem to be able to figure out which perl modules I > need to load to use the API anymore. RT::FM expects RT to already be configured when RT/FM.pm is loaded. This should be a better incant, since it allows RT to munge INC to include plugins for you (rather than needing to include paths into plugins) perl -Ilocal/lib -Ilib -e 'BEGIN { use RT; RT::LoadConfig; RT->Init(); }; use RT::FM' -kevin > This worked under RTFM 2.4.2, but doesn't work under RTFM 2.4.3rc1 or 2.4.3: > > $ perl -I$RT_HOME/lib -I$RT_HOME/local/plugins/RT-FM/lib \ > -MRT -MRT::FM -e 1 > Can't call method "can" on an undefined value at > /usr/local/HMDC/rt3/local/plugins/RT-FM/lib/RT/FM.pm line 61. > Compilation failed in require. > BEGIN failed--compilation aborted. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kris_germann at 295.ca Mon Jan 3 17:01:28 2011 From: kris_germann at 295.ca (Kris Germann) Date: Mon, 3 Jan 2011 17:01:28 -0500 Subject: [rt-users] search by CommentedOnBy? In-Reply-To: References: Message-ID: <01dc01cbab91$c5bee220$513ca660$@ca> Under 'Reports', you can choose 'Advance Ticket Search' which should call on freeside/rt/Search/Build.html depending on how you've got your RT set up. After this (I find) it's easier to click over 'Advanced', beside Edit Search and Calendar; then just enter your search terms. If I wanted to search for all tickets CommentedOnBy myself, I'd write: CommentedOnBy = 'kris' AND LastUpdated = 'today' where 'kris' is the rtuser id and LastUpdated is the date you wish to search. A bit hazy on the date format though, I believe it's unixtimestamp based. Additionally, CommentedOnBy = 'kris', would pull up ALL comments by user 'kris' from the history of your RT installation until the second you clicked 'Show Report' J Also, a wider search would be 'LastUpdatedBy in which would would replace CommentedOnBy with this and it would pull up status changes, comments, replies, etc. for a specific user, or for all users chronologically. Thanks Kris Germann Supervisor, Sales & Technical Support Fibernetics Corporation freephoneline.ca 605 Boxwood Drive Cambridge ON, N3E1A5 From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chris Hall Sent: Monday, January 03, 2011 4:09 PM To: rt-users Subject: [rt-users] search by CommentedOnBy? Is there a way to do a search of tickets to see which tickets a given person has commented on? -------------- next part -------------- An HTML attachment was scrubbed... URL: From whorka at hmdc.harvard.edu Mon Jan 3 18:00:51 2011 From: whorka at hmdc.harvard.edu (William J. Horka) Date: Mon, 03 Jan 2011 18:00:51 -0500 Subject: [rt-users] What modules do I need to load to use the RTFM 2.4.3 API? In-Reply-To: <4D224FED.1030401@hmdc.harvard.edu> References: <4D224FED.1030401@hmdc.harvard.edu> Message-ID: <4D225523.7040503@hmdc.harvard.edu> Kevin Falcone wrote: > > RT::FM expects RT to already be configured when RT/FM.pm is loaded. > This should be a better incant, since it allows RT to munge INC to > include plugins for you (rather than needing to include paths into > plugins) > > perl -Ilocal/lib -Ilib -e 'BEGIN { use RT; RT::LoadConfig; RT->Init(); > }; use RT::FM' That works much better. Thanks! Perhaps worth noting explicitly: the "use RT::FM" statement must be outside the BEGIN block for this to succeed. Now we can finally stop hacking on the old RT 2.x StockAnswers and move to RTFM! I just need to figure out how to convince RTFM to insert plain text article body custom fields into tickets literally, without processing as HTML tags and rendering entity references. FWIW, I hope no one is still using our hacked RT 3.x StockAnswers linked above, but just in case, here's the script I'm using to import the response templates to RTFM articles (it ain't pretty, and it'll need the custom debug module calls stripped out for it to work portably): http://people.hmdc.harvard.edu/~whorka/rtStockAnswersToRTFM.pl -Bill -- William Horka UNIX Systems Administrator Harvard-MIT Data Center From hiro24 at gmail.com Mon Jan 3 18:16:42 2011 From: hiro24 at gmail.com (Chris Hall) Date: Mon, 3 Jan 2011 18:16:42 -0500 Subject: [rt-users] search by CommentedOnBy? In-Reply-To: <01dc01cbab91$c5bee220$513ca660$@ca> References: <01dc01cbab91$c5bee220$513ca660$@ca> Message-ID: 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. On Mon, Jan 3, 2011 at 5:01 PM, Kris Germann wrote: > Under ?Reports?, you can choose ?Advance Ticket Search? which should call > on freeside/rt/Search/Build.html depending on how you?ve got your RT set up? > > > > After this (I find) it?s easier to click over ?Advanced?, beside Edit > Search and Calendar; then just enter your search terms. If I wanted to > search for all tickets CommentedOnBy myself, I?d write: > > > > CommentedOnBy = ?kris? AND LastUpdated = ?today? where ?kris? is the rtuser > id and LastUpdated is the date you wish to search? A bit hazy on the date > format though, I believe it?s unixtimestamp based? > > > > Additionally, CommentedOnBy = ?kris?, would pull up ALL comments by user > ?kris? from the history of your RT installation until the second you clicked > ?Show Report? J > > > > Also, a wider search would be ?LastUpdatedBy in which would would replace > CommentedOnBy with this and it would pull up status changes, comments, > replies, etc? for a specific user, or for all users chronologically? > > > > Thanks > > > > Kris Germann > Supervisor, Sales & Technical Support > Fibernetics Corporation > freephoneline.ca > 605 Boxwood Drive > Cambridge ON, N3E1A5 > > > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Chris Hall > *Sent:* Monday, January 03, 2011 4:09 PM > *To:* rt-users > *Subject:* [rt-users] search by CommentedOnBy? > > > > Is there a way to do a search of tickets to see which tickets a given > person has commented on? > -------------- next part -------------- An HTML attachment was scrubbed... URL: From hiro24 at gmail.com Mon Jan 3 18:32:10 2011 From: hiro24 at gmail.com (Chris Hall) Date: Mon, 3 Jan 2011 18:32:10 -0500 Subject: [rt-users] Combobox as a search.. possible? Message-ID: I saw in the archives where this was asked once before, but never answered, so here goes... Can I set up a custom field combobox to display as a combobox in the ticket search area? Currently, it only displays the custom field as a text entry when searching, but I'd rather have the combobox functionality in search. I have it in ticket creation, works fine there.. just want it in search as well. Is this possible? -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ingo.Itter at ages.de Tue Jan 4 02:56:20 2011 From: Ingo.Itter at ages.de (Ingo.Itter at ages.de) Date: Tue, 4 Jan 2011 08:56:20 +0100 Subject: [rt-users] Filter LDAP User for owner assign In-Reply-To: <20110103160251.GL65759@jibsheet.com> Message-ID: thank you that's it. I've got to much rights to the unprivileged Group Kevin Falcone Gesendet von: rt-users-bounces at lists.bestpractical.com 03.01.2011 17:03 Bitte antworten an rt-users at lists.bestpractical.com An rt-users at lists.bestpractical.com Kopie Thema Re: [rt-users] Filter LDAP User for owner assign [AGES: Viren gepr?ft !!] On Mon, Jan 03, 2011 at 11:21:59AM +0100, Ingo.Itter at ages.de wrote: > now we have a lage number of LDAP Users listed in the Owner Dropdown Field. We assigned a > ticket only a view staff members, so how can i filter the dropdown Field ? You probably assigned OwnTicket to Everyone or Unprivileged, either globally or on a queue level and need to make sure that right only goes to staff users -kevin _______________________________________________________________________ Gesch?ftsf?hrer: Rolf Herzog, Thomas Benk AGES Maut System GmbH & Co. KG AG D?sseldorf HRA 14045, USt-IdNr.: DE 202525868 AGES International GmbH & Co. KG AG D?sseldorf HRA 16636, USt-IdNr.: DE 813749831 AGES ETS GmbH AG D?sseldorf HRB 55580, USt-IdNr.: DE 814789134 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jan 4 08:22:56 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Jan 2011 08:22:56 -0500 Subject: [rt-users] What modules do I need to load to use the RTFM 2.4.3 API? In-Reply-To: <4D225523.7040503@hmdc.harvard.edu> References: <20110103213415.GP65759@jibsheet.com> <4D225523.7040503@hmdc.harvard.edu> Message-ID: <20110104132256.GQ65759@jibsheet.com> On Mon, Jan 03, 2011 at 06:00:51PM -0500, William J. Horka wrote: > Kevin Falcone wrote: > > > >RT::FM expects RT to already be configured when RT/FM.pm is loaded. > >This should be a better incant, since it allows RT to munge INC to > >include plugins for you (rather than needing to include paths into > >plugins) > > > >perl -Ilocal/lib -Ilib -e 'BEGIN { use RT; RT::LoadConfig; > >RT->Init(); }; use RT::FM' > > That works much better. Thanks! Perhaps worth noting explicitly: the > "use RT::FM" statement must be outside the BEGIN block for this to > succeed. Yes, because RT->Init munges @INC and use RT::FM runs at compile time, before RT->Init can affect @INC. > Now we can finally stop hacking on the old RT 2.x StockAnswers > and move to > RTFM! I just need to figure out how to convince RTFM to insert plain > text article body custom fields into tickets literally, without > processing as HTML tags and rendering entity > references. There is a 2 or 3 line snippet of code in RTFM that affects html tags, you should be able to find and disable 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 Jan 4 08:24:05 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Jan 2011 08:24:05 -0500 Subject: [rt-users] search by CommentedOnBy? In-Reply-To: References: <01dc01cbab91$c5bee220$513ca660$@ca> Message-ID: <20110104132405.GR65759@jibsheet.com> 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. -kevin > On Mon, Jan 3, 2011 at 5:01 PM, Kris Germann <[1]kris_germann at 295.ca> wrote: > > Under *Reports*, you can choose *Advance Ticket Search* which should call on > freeside/rt/Search/Build.html depending on how you*ve got your RT set up > > After this (I find) it*s easier to click over *Advanced*, beside Edit Search and Calendar; > then just enter your search terms. If I wanted to search for all tickets CommentedOnBy > myself, I*d write: > > CommentedOnBy = *kris* AND LastUpdated = *today* where *kris* is the rtuser id and > LastUpdated is the date you wish to search A bit hazy on the date format though, I believe > it*s unixtimestamp based > > Additionally, CommentedOnBy = *kris*, would pull up ALL comments by user *kris* from the > history of your RT installation until the second you clicked *Show Report* J > > Also, a wider search would be *LastUpdatedBy in which would would replace CommentedOnBy with > this and it would pull up status changes, comments, replies, etc for a specific user, or for > all users chronologically > > Thanks > > Kris Germann > Supervisor, Sales & Technical Support > Fibernetics Corporation > [2]freephoneline.ca > 605 Boxwood Drive > Cambridge ON, N3E1A5 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kris_germann at 295.ca Tue Jan 4 08:32:21 2011 From: kris_germann at 295.ca (Kris Germann) Date: Tue, 4 Jan 2011 08:32:21 -0500 Subject: [rt-users] search by CommentedOnBy? In-Reply-To: <20110104132405.GR65759@jibsheet.com> References: <01dc01cbab91$c5bee220$513ca660$@ca> <20110104132405.GR65759@jibsheet.com> Message-ID: <003701cbac13$d0a8a360$71f9ea20$@ca> -----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. > -kevin Kevin, 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. Thanks Kris From falcone at bestpractical.com Tue Jan 4 09:56:40 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Jan 2011 09:56:40 -0500 Subject: [rt-users] search by CommentedOnBy? In-Reply-To: <003701cbac13$d0a8a360$71f9ea20$@ca> References: <01dc01cbab91$c5bee220$513ca660$@ca> <20110104132405.GR65759@jibsheet.com> <003701cbac13$d0a8a360$71f9ea20$@ca> Message-ID: <20110104145640.GS65759@jibsheet.com> 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 -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From naweedmohammed.ahmed at lexisnexis.com Tue Jan 4 15:19:45 2011 From: naweedmohammed.ahmed at lexisnexis.com (Ahmed, Mohammed Naweed (LNG-BCT)) Date: Tue, 4 Jan 2011 15:19:45 -0500 Subject: [rt-users] Copy Multiple value CF to the child ticket Message-ID: <8B590F2F6F36C0489A41B816231BF1BE063AE623@INFMAIL.na.choicepoint.net> I am creating a child ticket with some of the custom fields populated from the parent ticket. I know that we can copy the values of the parent CF to the child CF by: CustomField-n: {$Tickets{'TOP'}->FirstCustomFieldValue('CF Name')} But, how to copy multiple-value CF to the child ticket? The above code is just populating the first selected value. Any help is greatly appreciated. Thanks N Ahmed ----------------------------------------- The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message. -------------- next part -------------- An HTML attachment was scrubbed... URL: From hughesl at science.oregonstate.edu Tue Jan 4 15:44:51 2011 From: hughesl at science.oregonstate.edu (Lee Hughes) Date: Tue, 04 Jan 2011 12:44:51 -0800 Subject: [rt-users] RTx::Calendar Not Displaying In-Reply-To: <20110104123906.4909107btxj1o9yo@webmail.oregonstate.edu> References: <20110104123906.4909107btxj1o9yo@webmail.oregonstate.edu> Message-ID: <20110104124451.17821p4fmppj6o5c@webmail.oregonstate.edu> I cleared the Mason cache but still don't see any Calendar links. Where should I see links, and how would I go about enabling basic tracing to see if the Calendar module is even being called? BTW this is with RT 3.8.8 on PostgreSQL 9. Thanks much for the help. Lee >> I've installed and configured RTx::Calendar per the instructions and >> restarted the web server but don't see any links to it anywhere. I have >> syslogging set to debug but no errors are logged. >> >> Here are the relevant settings from RT_SiteConfig.pm: >> >> # Calendar Plugin >> require '/usr/local/rt3/local/plugins/RTx-Calendar/lib/RTx/Calendar.pm'; >> Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar >> MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); >> >> # enable all plugins >> Set(@Plugins,qw( >> RT::Authen::ExternalAuth >> RTx::Calendar >> )); >> >> Any ideas what I'm missing? > > Did you clear the Mason cache? > > rm -rf /usr/local/rt3/var/mason_data/obj/* > > See http://requesttracker.wikia.com/wiki/CleanMasonCache for details. > From jboris at adphila.org Tue Jan 4 16:38:28 2011 From: jboris at adphila.org (John BORIS) Date: Tue, 04 Jan 2011 16:38:28 -0500 Subject: [rt-users] Best way to upgrade production RT Message-ID: <4D234D03.2594.002B.0@adphila.org> I am currently running RT 3.6.6. I want to go to the newest release. I am setting up another Virtual machine to run through this upgrade so I can do this swap overnight and keep the system available to my users. I plan to install and get working the latest version of RT and then load in the data from the old system. Or is it better to build a 3.6.6 system and then upgrade that one to the latest version. I have a lot of info in the 3.6.6 version. I guess my first question is how would be the best way to get from 3.6.6 to the latest release in the least amount of downtime? I just don't want to try to upgrade the production machine and find out that it will take me a few days of work to get it back to speed. any pointers will be appreciated even those that pont me to RTFM a bit. TIA John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia "Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train!" From elacour at easter-eggs.com Tue Jan 4 16:48:01 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 4 Jan 2011 22:48:01 +0100 Subject: [rt-users] Best way to upgrade production RT In-Reply-To: <4D234D03.2594.002B.0@adphila.org> References: <4D234D03.2594.002B.0@adphila.org> Message-ID: <20110104214801.GB3336@easter-eggs.com> On Tue, Jan 04, 2011 at 04:38:28PM -0500, John BORIS wrote: > I am currently running RT 3.6.6. I want to go to the newest release. I > am setting up another Virtual machine to run through this upgrade so I > can do this swap overnight and keep the system available to my users. I > plan to install and get working the latest version of RT and then load > in the data from the old system. Or is it better to build a 3.6.6 system > and then upgrade that one to the latest version. I have a lot of info > in the 3.6.6 version. > something like this should give you time to test and count the needed downtime. - install your 3.8.8 on your new VM, but don't create the DB - put your old local modifications, RT configuration in RT 3.8.8 with needed adjustement if any - do a first SQL import of your 3.6.6 DB in the 3.8.8 VM - run the rt-setup-database --action upgrade to upgrade your DB (and any DB related update written in the UPGRADING doc (especially if you are using MySQL) - measure the time for the two previous steps, this will be your future downtime to switch your production to 3.8.8 - test your new system then to really upgrade your production system to your new VM using rt 3.8.8: - stop your old RT - drop the DB on the new RT - import the DB and run again the upgrade procedure - start your new RT and adjust mail routing/dns so it is now used in place of old one (or just change the IP) From jboris at adphila.org Tue Jan 4 16:57:49 2011 From: jboris at adphila.org (John BORIS) Date: Tue, 04 Jan 2011 16:57:49 -0500 Subject: [rt-users] Best way to upgrade production RT In-Reply-To: <20110104214801.GB3336@easter-eggs.com> References: <4D234D03.2594.002B.0@adphila.org> <20110104214801.GB3336@easter-eggs.com> Message-ID: <4D23518D.2594.002B.0@adphila.org> Emmanuel, Thanks a bunch. I don't have any local things but I did install Asset Tracker which is used a lot on this system.But at least I can go through this and not blow up my working system Thanks again. >>> Emmanuel Lacour 1/4/2011 4:48 PM >>> On Tue, Jan 04, 2011 at 04:38:28PM -0500, John BORIS wrote: > I am currently running RT 3.6.6. I want to go to the newest release. I > am setting up another Virtual machine to run through this upgrade so I > can do this swap overnight and keep the system available to my users. I > plan to install and get working the latest version of RT and then load > in the data from the old system. Or is it better to build a 3.6.6 system > and then upgrade that one to the latest version. I have a lot of info > in the 3.6.6 version. > something like this should give you time to test and count the needed downtime. - install your 3.8.8 on your new VM, but don't create the DB - put your old local modifications, RT configuration in RT 3.8.8 with needed adjustement if any - do a first SQL import of your 3.6.6 DB in the 3.8.8 VM - run the rt-setup-database --action upgrade to upgrade your DB (and any DB related update written in the UPGRADING doc (especially if you are using MySQL) - measure the time for the two previous steps, this will be your future downtime to switch your production to 3.8.8 - test your new system then to really upgrade your production system to your new VM using rt 3.8.8: - stop your old RT - drop the DB on the new RT - import the DB and run again the upgrade procedure - start your new RT and adjust mail routing/dns so it is now used in place of old one (or just change the IP) From falcone at bestpractical.com Tue Jan 4 17:02:38 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Jan 2011 17:02:38 -0500 Subject: [rt-users] Copy Multiple value CF to the child ticket In-Reply-To: <8B590F2F6F36C0489A41B816231BF1BE063AE623@INFMAIL.na.choicepoint.net> References: <8B590F2F6F36C0489A41B816231BF1BE063AE623@INFMAIL.na.choicepoint.net> Message-ID: <20110104220238.GT65759@jibsheet.com> On Tue, Jan 04, 2011 at 03:19:45PM -0500, Ahmed, Mohammed Naweed (LNG-BCT) wrote: > I am creating a child ticket with some of the custom fields populated from the parent ticket. > I know that we can copy the values of the parent CF to the child CF by: > > > > CustomField-n: {$Tickets{'TOP'}->FirstCustomFieldValue('CF Name')} > > > > But, how to copy multiple-value CF to the child ticket? The above code is just populating the > first selected value. Given a new enough RT, CustomFieldValuesAsString will work -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From naresh at hewittandmay.com Tue Jan 4 17:09:05 2011 From: naresh at hewittandmay.com (Naresh Maharaj) Date: Tue, 4 Jan 2011 22:09:05 +0000 Subject: [rt-users] Fwd: Fw: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box In-Reply-To: <669311.87373.qm@web29009.mail.ird.yahoo.com> References: <669311.87373.qm@web29009.mail.ird.yahoo.com> Message-ID: Dear All We have found in issue in RT that causes us great concern. Below is a ticket which has a Comment followed by a Correspondence The problem is when we reply to a ticket (I assume this creates a correspondence) the customer also sees the Comment in the reply. The example below has a Comment "Customer is complete nobhead." The Correspondence has a reply of "This ticket has now been closed." In the exact email below the customer / requester contactnkm at yahoo.com would have definitely seen the bizarre internal comment. I was under the impression that this could never happen as comments were for internal use and never seen by the Requester. Kind regards Naresh ---------- Forwarded message ---------- From: Naresh Maharaj Date: 4 January 2011 22:01 Subject: Fw: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box To: "Naresh (Gmail) Maharaj" --- On Tue, 4/1/11, rt-customercare at admin.hewittandmay.com < rt-customercare at admin.hewittandmay.com> wrote: > From: rt-customercare at admin.hewittandmay.com < rt-customercare at admin.hewittandmay.com> > Subject: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box > To: contactnkm at yahoo.com > Cc: kirsty.lickorish at extera.co.uk, naresh at hewittandmay.com > Date: Tuesday, 4 January, 2011, 21:35 > This ticket has now been closed. > > Henk, Customer Care > > Hewitt & May (Shirtmakers) Ltd > customercare at hewittandmay.com > www.hewittandmay.co.uk > > On Tue Jan 04 21:34:54 2011, henkdhoore wrote: > > Customer is complete nobhead. > > > > Henk, Customer Care > > > > Hewitt & May (Shirtmakers) Ltd > > customercare at hewittandmay.com > > www.hewittandmay.co.uk > > > > > > -- Naresh Maharaj, Hewitt & May (Shirtmakers) Ltd email: info at hewittandmay.com web: http://www.hewittandmay.co.uk -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jan 4 17:17:42 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Jan 2011 17:17:42 -0500 Subject: [rt-users] Fwd: Fw: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box In-Reply-To: References: <669311.87373.qm@web29009.mail.ird.yahoo.com> Message-ID: <20110104221742.GU65759@jibsheet.com> On Tue, Jan 04, 2011 at 10:09:05PM +0000, Naresh Maharaj wrote: > Dear All > > We have found in issue in RT that causes us great concern. > > Below is a ticket which has a Comment followed by a Correspondence > > The problem is when we reply to a ticket (I assume this creates a > correspondence) the customer also sees the Comment in the reply. > > The example below has a Comment "Customer is complete nobhead." > > The Correspondence has a reply of "This ticket has now been closed." > > In the exact email below the customer / requester contactnkm at yahoo.com would > have definitely seen the bizarre internal comment. > > I was under the impression that this could never happen as comments were for > internal use and never seen by the Requester. This looks like you quoted a comment in a reply RT will not send comments to requestors unless misconfigured to do so, but nothing stops you from taking a screenshot of a comment and sending it to a requestor or quoting a comment when corresponding with RT. You may have misconfigured RT to cause outbound comments to have a correspond address in it, but since you don't provide nearly enough data, we can't know what you did. -kevin > ---------- Forwarded message ---------- > From: Naresh Maharaj > Date: 4 January 2011 22:01 > Subject: Fw: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box > To: "Naresh (Gmail) Maharaj" > > > > > > > --- On Tue, 4/1/11, rt-customercare at admin.hewittandmay.com < > rt-customercare at admin.hewittandmay.com> wrote: > > > From: rt-customercare at admin.hewittandmay.com < > rt-customercare at admin.hewittandmay.com> > > Subject: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box > > To: contactnkm at yahoo.com > > Cc: kirsty.lickorish at extera.co.uk, naresh at hewittandmay.com > > Date: Tuesday, 4 January, 2011, 21:35 > > This ticket has now been closed. > > > > Henk, Customer Care > > > > Hewitt & May (Shirtmakers) Ltd > > customercare at hewittandmay.com > > www.hewittandmay.co.uk > > > > On Tue Jan 04 21:34:54 2011, henkdhoore wrote: > > > Customer is complete nobhead. > > > > > > Henk, Customer Care > > > > > > Hewitt & May (Shirtmakers) Ltd > > > customercare at hewittandmay.com > > > www.hewittandmay.co.uk > > > > > > > > > > > > > > > > > > -- > Naresh Maharaj, > > Hewitt & May (Shirtmakers) Ltd > email: info at hewittandmay.com > web: http://www.hewittandmay.co.uk -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jan 4 17:18:23 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Jan 2011 17:18:23 -0500 Subject: [rt-users] RTx::Calendar Not Displaying In-Reply-To: <20110104124451.17821p4fmppj6o5c@webmail.oregonstate.edu> References: <20110104123906.4909107btxj1o9yo@webmail.oregonstate.edu> <20110104124451.17821p4fmppj6o5c@webmail.oregonstate.edu> Message-ID: <20110104221823.GV65759@jibsheet.com> On Tue, Jan 04, 2011 at 12:44:51PM -0800, Lee Hughes wrote: > I cleared the Mason cache but still don't see any Calendar links. > Where should I see links, and how would I go about enabling basic > tracing to see if the Calendar module is even being called? You didn't say where you looked for the calendars. Did you try editing your homepage to include the MyCalendar widget? Did you do a search and look for the calendar link? -kevin > >>I've installed and configured RTx::Calendar per the instructions and > >>restarted the web server but don't see any links to it anywhere. I have > >>syslogging set to debug but no errors are logged. > >> > >>Here are the relevant settings from RT_SiteConfig.pm: > >> > >># Calendar Plugin > >>require '/usr/local/rt3/local/plugins/RTx-Calendar/lib/RTx/Calendar.pm'; > >>Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar > >>MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); > >> > >># enable all plugins > >>Set(@Plugins,qw( > >>RT::Authen::ExternalAuth > >>RTx::Calendar > >>)); > >> > >>Any ideas what I'm missing? > > > >Did you clear the Mason cache? > > > >rm -rf /usr/local/rt3/var/mason_data/obj/* > > > >See http://requesttracker.wikia.com/wiki/CleanMasonCache for details. > > > > > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From andy.graybeal at casanueva.com Tue Jan 4 17:38:32 2011 From: andy.graybeal at casanueva.com (Andy Graybeal) Date: Tue, 04 Jan 2011 17:38:32 -0500 Subject: [rt-users] Backing up RT Message-ID: <4D23A168.6060308@casanueva.com> Greetings, I need a recommendation for backing up RT. I am planning on using a cron job to run mysqldump to dump the db, then rsync the db and /etc/ conf files to a host that runs a backup job every night to tape. What do you guys do? -Andy From change+lists.rt at nightwind.net Tue Jan 4 17:43:42 2011 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Tue, 04 Jan 2011 14:43:42 -0800 Subject: [rt-users] Backing up RT In-Reply-To: <4D23A168.6060308@casanueva.com> References: <4D23A168.6060308@casanueva.com> Message-ID: <1294181022.22024.1413490469@webmail.messagingengine.com> On Tue, 04 Jan 2011 17:38 -0500, "Andy Graybeal" wrote: > Greetings, > I need a recommendation for backing up RT. > > I am planning on using a cron job to run mysqldump to dump the db, then > rsync the db and /etc/ conf files to a host that runs a backup job every > night to tape. We use mysqldump and logrotate to keep a week of DB dumps on the local filesystem, we perform daily backups to a VTL and then tape, and we also perform nightly SAN snapshots on the RT host's LUN (making sure to lock the databases before the snapshot, and then unlocking after so the MySQL DB files are in a consistent state during the snap). From joseph85750 at yahoo.com Tue Jan 4 17:56:19 2011 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Tue, 4 Jan 2011 14:56:19 -0800 (PST) Subject: [rt-users] Backing up RT In-Reply-To: <4D23A168.6060308@casanueva.com> Message-ID: <14066.49757.qm@web30307.mail.mud.yahoo.com> --- On Tue, 1/4/11, Andy Graybeal wrote: > Greetings, > I need a recommendation for backing up RT. > > I am planning on using a cron job to run mysqldump to dump > the db, then rsync the db and /etc/ conf files to a host > that runs a backup job every night to tape. > > What do you guys do? > I run a nightly dump as root: mysqldump --opt rt3 -u root -p > rt3.sql (assuming the root user can perform that dump) Then scp the file to another system. Since the rest of the system doesn't change much, I don't bother with much of anything else. I have a snapshot of the whole system (my RTs are VMs under VirtualBox, so they're easy to backup (single file)). From naresh at hewittandmay.com Tue Jan 4 18:12:16 2011 From: naresh at hewittandmay.com (Naresh Maharaj) Date: Tue, 4 Jan 2011 23:12:16 +0000 Subject: [rt-users] Fwd: Fw: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box In-Reply-To: <20110104221742.GU65759@jibsheet.com> References: <669311.87373.qm@web29009.mail.ird.yahoo.com> <20110104221742.GU65759@jibsheet.com> Message-ID: Kevin, Our queue name is: hm_customercare Reply address is: customercare at admin.hewittandmay.com Comment address is: comment at admin.hewittandmay.com I do not believe RT is misconfigured. We did not cust and past a comment into a REPLY. Requestors are not seeing Comments that are added to a ticket. However Requestors are seeing the same comments in the ticket history when using the reply hyperlink. When a ticket is open there are 2 reply hyperlinks that a user can click. One is in the top right hand corner of the ticket which does not show the history and there are other reply hyperlinks near each reply of the history. Simply clicking reply hyperlink near the history of a ticket will reproduce all the history including the Correspondences and Comments over the entire history of the ticket. If that ticket has Comments in the history it is shown as INLINE text which we would not have expected to see. Naresh On 4 January 2011 22:17, Kevin Falcone wrote: > On Tue, Jan 04, 2011 at 10:09:05PM +0000, Naresh Maharaj wrote: > > Dear All > > > > We have found in issue in RT that causes us great concern. > > > > Below is a ticket which has a Comment followed by a Correspondence > > > > The problem is when we reply to a ticket (I assume this creates a > > correspondence) the customer also sees the Comment in the reply. > > > > The example below has a Comment "Customer is complete nobhead." > > > > The Correspondence has a reply of "This ticket has now been closed." > > > > In the exact email below the customer / requester contactnkm at yahoo.comwould > > have definitely seen the bizarre internal comment. > > > > I was under the impression that this could never happen as comments were > for > > internal use and never seen by the Requester. > > This looks like you quoted a comment in a reply > RT will not send comments to requestors unless misconfigured to do so, > but nothing stops you from taking a screenshot of a comment and > sending it to a requestor or quoting a comment when corresponding with > RT. > > You may have misconfigured RT to cause outbound comments to have a > correspond address in it, but since you don't provide nearly enough > data, we can't know what you did. > > -kevin > > > > ---------- Forwarded message ---------- > > From: Naresh Maharaj > > Date: 4 January 2011 22:01 > > Subject: Fw: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box > > To: "Naresh (Gmail) Maharaj" > > > > > > > > > > > > > > --- On Tue, 4/1/11, rt-customercare at admin.hewittandmay.com < > > rt-customercare at admin.hewittandmay.com> wrote: > > > > > From: rt-customercare at admin.hewittandmay.com < > > rt-customercare at admin.hewittandmay.com> > > > Subject: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box > > > To: contactnkm at yahoo.com > > > Cc: kirsty.lickorish at extera.co.uk, naresh at hewittandmay.com > > > Date: Tuesday, 4 January, 2011, 21:35 > > > This ticket has now been closed. > > > > > > Henk, Customer Care > > > > > > Hewitt & May (Shirtmakers) Ltd > > > customercare at hewittandmay.com > > > www.hewittandmay.co.uk > > > > > > On Tue Jan 04 21:34:54 2011, henkdhoore wrote: > > > > Customer is complete nobhead. > > > > > > > > Henk, Customer Care > > > > > > > > Hewitt & May (Shirtmakers) Ltd > > > > customercare at hewittandmay.com > > > > www.hewittandmay.co.uk > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > -- > > Naresh Maharaj, > > > > Hewitt & May (Shirtmakers) Ltd > > email: info at hewittandmay.com > > web: http://www.hewittandmay.co.uk > > -- Naresh Maharaj, Hewitt & May (Shirtmakers) Ltd email: info at hewittandmay.com web: http://www.hewittandmay.co.uk -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jan 4 18:18:50 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Jan 2011 18:18:50 -0500 Subject: [rt-users] Fwd: Fw: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box In-Reply-To: References: <669311.87373.qm@web29009.mail.ird.yahoo.com> <20110104221742.GU65759@jibsheet.com> Message-ID: <20110104231850.GW65759@jibsheet.com> On Tue, Jan 04, 2011 at 11:12:16PM +0000, Naresh Maharaj wrote: > Simply clicking reply hyperlink near the history of a ticket will reproduce all the history > including the Correspondences and Comments over the entire history of the ticket. If that > ticket has Comments in the history it is shown as INLINE text which we would not have expected > to see. Reply near a transaction quotes only the content of that transaction, it does not quote the entire ticket's history. Reply at the top of the page quotes nothing. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From naresh at hewittandmay.com Tue Jan 4 18:45:52 2011 From: naresh at hewittandmay.com (Naresh Maharaj) Date: Tue, 4 Jan 2011 23:45:52 +0000 Subject: [rt-users] Fwd: Fw: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box In-Reply-To: <20110104231850.GW65759@jibsheet.com> References: <669311.87373.qm@web29009.mail.ird.yahoo.com> <20110104221742.GU65759@jibsheet.com> <20110104231850.GW65759@jibsheet.com> Message-ID: Kevin What you are saying is not entirely true. Lets say the history has 15 transactions of human typed responses. These 15 are made of 10 correspondences and 5 comments. We think the problem is the following. If the last transaction was a COMMENT say COMMENT(15) You then click REPLY on COMMENT(15) This generated a CORRESPONDENCE (16) with COMMENT(15) as the history. In such cases the Requestor now gets the COMMENT(15) Which we thought would never happen. This presents some danger from a users perspective about what we classed as private content from being inaccessible to the requstor. Rgds Naresh On 4 January 2011 23:18, Kevin Falcone wrote: > On Tue, Jan 04, 2011 at 11:12:16PM +0000, Naresh Maharaj wrote: > > Simply clicking reply hyperlink near the history of a ticket will > reproduce all the history > > including the Correspondences and Comments over the entire history of > the ticket. If that > > ticket has Comments in the history it is shown as INLINE text which we > would not have expected > > to see. > > Reply near a transaction quotes only the content of that transaction, > it does not quote the entire ticket's history. Reply at the top of > the page quotes nothing. > > -kevin > -- Naresh Maharaj, Hewitt & May (Shirtmakers) Ltd email: info at hewittandmay.com web: http://www.hewittandmay.co.uk -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at corp.xanadoo.com Tue Jan 4 19:00:33 2011 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Tue, 4 Jan 2011 18:00:33 -0600 Subject: [rt-users] Fwd: Fw: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box In-Reply-To: References: <669311.87373.qm@web29009.mail.ird.yahoo.com> <20110104221742.GU65759@jibsheet.com> <20110104231850.GW65759@jibsheet.com> Message-ID: On Tue, Jan 4, 2011 at 5:45 PM, Naresh Maharaj wrote: > > We think the problem is the following. > > If the last transaction was a COMMENT say COMMENT(15) > You then click REPLY on COMMENT(15) > This generated a CORRESPONDENCE (16) with COMMENT(15) as the history. > In such cases the Requestor now gets the COMMENT(15) > > That's exactly how RT works by default. If a comment is made in a ticket (let's say by an employee) and then it's either REPLIED to via email (with the comment left in the email) or from within the RT interface on that specific comment, the COMMENT most surely will be included in the REPLY to the requester. If you do not want the text of the comment sent to the requester, do not include it in the email reply nor use the reply link in the specific comment within the ticket interface. If replying by email, delete the comment from the email. If replying via the RT interface, use the generic reply link at the top of ticket. -- James Moseley -------------- next part -------------- An HTML attachment was scrubbed... URL: From mmcgrath at carthage.edu Tue Jan 4 19:27:24 2011 From: mmcgrath at carthage.edu (Max McGrath) Date: Tue, 4 Jan 2011 18:27:24 -0600 Subject: [rt-users] Backing up RT In-Reply-To: <14066.49757.qm@web30307.mail.mud.yahoo.com> References: <4D23A168.6060308@casanueva.com> <14066.49757.qm@web30307.mail.mud.yahoo.com> Message-ID: *I run a nightly dump as root: mysqldump --opt rt3 -u root -p > rt3.sql (assuming the root user can perform that dump) Then scp the file to another system. Since the rest of the system doesn't change much, I don't bother with much of anything else. I have a snapshot of the whole system (my RTs are VMs under VirtualBox, so they're easy to backup (single file)).* * * This is exactly what I do. Is this a decent way to be doing it -- I've always just assumed it was okay. I do it hourly, and then SCP it to another system. Should I be stopping mysql or anything before doing the mysqldump? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgrath at carthage.edu On Tue, Jan 4, 2011 at 4:56 PM, Joseph Spenner wrote: > --- On Tue, 1/4/11, Andy Graybeal wrote: > > > > Greetings, > > I need a recommendation for backing up RT. > > > > I am planning on using a cron job to run mysqldump to dump > > the db, then rsync the db and /etc/ conf files to a host > > that runs a backup job every night to tape. > > > > What do you guys do? > > > > I run a nightly dump as root: > > mysqldump --opt rt3 -u root -p > rt3.sql > (assuming the root user can perform that dump) > > Then scp the file to another system. > > Since the rest of the system doesn't change much, I don't bother with much > of anything else. I have a snapshot of the whole system (my RTs are VMs > under VirtualBox, so they're easy to backup (single file)). > > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at corp.xanadoo.com Tue Jan 4 20:26:58 2011 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Tue, 4 Jan 2011 19:26:58 -0600 Subject: [rt-users] Fwd: Fw: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box In-Reply-To: References: <669311.87373.qm@web29009.mail.ird.yahoo.com> <20110104221742.GU65759@jibsheet.com> <20110104231850.GW65759@jibsheet.com> Message-ID: On Tue, Jan 4, 2011 at 6:12 PM, Naresh Maharaj wrote: > Hi James, > > Your explanation actually makes sense now and we simply didn't look at it > from that perspective. We were simply let to believe that comments within > RT would never be exposed to requestors and that under no circumstances the > administrator would be allowed to copy in a comment and accidentally sending > it to a requestor by clicking a "reply" hyperlink within RT. Perhaps in our > view, the "reply" hyperlink shouldn't even be visibile on any comment > transaction of a ticket history. > > But thanks for explaining as we now understand the true RT behaviour on > this matter. > Cc-ing the list... The 'reply' and 'forward' hyperlinks in a comment transaction are valuable in case you want to include/forward those comments to cc's, requesters, or other parties that never received the comments because they were a 'comment' transaction. Not all comments are snide, childish remarks. ;-) -- James Moseley -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Jan 4 21:24:00 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 4 Jan 2011 21:24:00 -0500 Subject: [rt-users] [kris_germann@295.ca: Re: search by CommentedOnBy?] In-Reply-To: <20110105013339.GX65759@jibsheet.com> References: <20110105013339.GX65759@jibsheet.com> Message-ID: <20110105022400.GN3354@bestpractical.com> Tell them to talk to their vendor. we don't have obligations here. On Tue, Jan 04, 2011 at 08:33:39PM -0500, Kevin Falcone wrote: > So, freeside appears to be Ivan Kohler's custom fork of RT which is > integrated into his crazy billing system (alex found the cvs repo that > ivan keeps, where he integrates 3.9 branches into 3.8 code and other > hilarity). He doesn't appear to have open sourced the CommentOnBy > code, which is probably a GPL violation :) > > Anyway, I'd kind of like to point out to this guy that he is running > an unaffiliated fork of RT, but I don't know if Ivan ever talked with > us about this stuff. I know our Ivan relationship is 'complex' > > -kevin > > ----- Forwarded message from Kris Germann ----- > > Date: Tue, 4 Jan 2011 08:32:21 -0500 > From: Kris Germann > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] search by CommentedOnBy? > X-Mailer: Microsoft Office Outlook 12.0 > > > 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. > > ----- End forwarded message ----- -- From jesse at bestpractical.com Tue Jan 4 21:37:16 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 4 Jan 2011 21:37:16 -0500 Subject: [rt-users] [kris_germann@295.ca: Re: search by CommentedOnBy?] In-Reply-To: <20110105022400.GN3354@bestpractical.com> References: <20110105013339.GX65759@jibsheet.com> <20110105022400.GN3354@bestpractical.com> Message-ID: <20110105023716.GO3354@bestpractical.com> Dear rt-users, An internal email accidentally had a Reply-To: header set to rt-users incorrectly. I didn't notice when I replied to it. That message wasn't meant for rt-users. Plese disregard it. Sorry about that, Best, Jesse From kris_germann at 295.ca Tue Jan 4 22:17:13 2011 From: kris_germann at 295.ca (Kris Germann) Date: Wed, 5 Jan 2011 03:17:13 +0000 Subject: [rt-users] [kris_germann@295.ca: Re: search by CommentedOnBy?] In-Reply-To: <20110105022400.GN3354@bestpractical.com> References: <20110105013339.GX65759@jibsheet.com><20110105022400.GN3354@bestpractical.com> Message-ID: <547217738-1294197440-cardhu_decombobulator_blackberry.rim.net-2116101351-@bda132.bisx.prod.on.blackberry> Thank you Jesse, I'll give Ivan a call for this one, Thanks, Kris Supervisor, Sales & Technical Support Fibernetics Corporation 605 Boxwood Drive Cambridge ON, N3E1A5 Sent wirelessly from my BlackBerry device on the Bell network. Envoy? sans fil par mon terminal mobile BlackBerry sur le r?seau de Bell. -----Original Message----- From: Jesse Vincent Sender: rt-users-bounces at lists.bestpractical.com Date: Tue, 4 Jan 2011 21:24:00 To: Subject: Re: [rt-users] [kris_germann at 295.ca: Re: search by CommentedOnBy?] Tell them to talk to their vendor. we don't have obligations here. On Tue, Jan 04, 2011 at 08:33:39PM -0500, Kevin Falcone wrote: > So, freeside appears to be Ivan Kohler's custom fork of RT which is > integrated into his crazy billing system (alex found the cvs repo that > ivan keeps, where he integrates 3.9 branches into 3.8 code and other > hilarity). He doesn't appear to have open sourced the CommentOnBy > code, which is probably a GPL violation :) > > Anyway, I'd kind of like to point out to this guy that he is running > an unaffiliated fork of RT, but I don't know if Ivan ever talked with > us about this stuff. I know our Ivan relationship is 'complex' > > -kevin > > ----- Forwarded message from Kris Germann ----- > > Date: Tue, 4 Jan 2011 08:32:21 -0500 > From: Kris Germann > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] search by CommentedOnBy? > X-Mailer: Microsoft Office Outlook 12.0 > > > 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. > > ----- End forwarded message ----- -- From andy.graybeal at casanueva.com Wed Jan 5 07:36:46 2011 From: andy.graybeal at casanueva.com (Andy Graybeal) Date: Wed, 05 Jan 2011 07:36:46 -0500 Subject: [rt-users] Backing up RT In-Reply-To: <1294181022.22024.1413490469@webmail.messagingengine.com> References: <4D23A168.6060308@casanueva.com> <1294181022.22024.1413490469@webmail.messagingengine.com> Message-ID: <4D2465DE.3060902@casanueva.com> > We use mysqldump and logrotate to keep a week of DB dumps on the local > filesystem, we perform daily backups to a VTL and then tape, and we also > perform nightly SAN snapshots on the RT host's LUN (making sure to lock > the databases before the snapshot, and then unlocking after so the MySQL > DB files are in a consistent state during the snap). Wow, you have a complicated system. I was considering backing up the whole machine with LVM snapshots, but I don't think I have the space overall to deal with full machine snapshots. If I ever ended up doing LVM snaps, do I need to lock the db first... or can I get away with not locking the db with LVM snaps? You use logrotate to manage your mysqldumps! Excellent idea. I need to learn logrotate. I was wondering how I can keep mysqldumps from each day and not lose control of them. I'm excited. Thank you for your response. (I need to google VTL) -Andy From andy.graybeal at casanueva.com Wed Jan 5 07:39:48 2011 From: andy.graybeal at casanueva.com (Andy Graybeal) Date: Wed, 05 Jan 2011 07:39:48 -0500 Subject: [rt-users] Backing up RT In-Reply-To: <14066.49757.qm@web30307.mail.mud.yahoo.com> References: <14066.49757.qm@web30307.mail.mud.yahoo.com> Message-ID: <4D246694.2080100@casanueva.com> > I run a nightly dump as root: > > mysqldump --opt rt3 -u root -p> rt3.sql > (assuming the root user can perform that dump) > > Then scp the file to another system. > > Since the rest of the system doesn't change much, I don't bother with much of anything else. I have a snapshot of the whole system (my RTs are VMs under VirtualBox, so they're easy to backup (single file)). Good this sounds like I'm on the right track then. How do you manage your virtual machine snapshots? Why vbox and not kvm? Thank you for your response. -Andy From andy.graybeal at casanueva.com Wed Jan 5 07:45:33 2011 From: andy.graybeal at casanueva.com (Andy Graybeal) Date: Wed, 05 Jan 2011 07:45:33 -0500 Subject: [rt-users] Backing up RT In-Reply-To: References: <4D23A168.6060308@casanueva.com> <14066.49757.qm@web30307.mail.mud.yahoo.com> Message-ID: <4D2467ED.2060807@casanueva.com> > This is exactly what I do. Is this a decent way to be doing it -- I've > always just assumed it was okay. I do it hourly, and then SCP it to > another system. > > Should I be stopping mysql or anything before doing the mysqldump? > -- Max, What made you do hourly dumps? I'm thinking now instead of nightly, I should be doing hourly dumps like you. -Andy From D.Obando at ehapa.de Wed Jan 5 08:17:49 2011 From: D.Obando at ehapa.de (Obando, David DE - EV) Date: Wed, 5 Jan 2011 14:17:49 +0100 Subject: [rt-users] Browser (Firefox) does not save username and passwords Message-ID: <81D141237A54374E9E79CF14F96612A302971DD2@TXLEVD1-XCH03.ev.egmont.com> Hi all, I'm about to migrate an old RT 3.6.3 setup to a new v3.8.8 machine. On the new installation, login data (user and password) are not stored by the browser. On my old 3.6.3 version this works and I also want this behaviour in the new version. I already change the code (Elements/Login) and removed the autocomplete="off" parameter, but browser behaviour does not change. Any ideas? Thanks and best regards, David -------------- next part -------------- An HTML attachment was scrubbed... URL: From flatworm at users.sourceforge.net Wed Jan 5 00:04:49 2011 From: flatworm at users.sourceforge.net (Konstantin Khomoutov) Date: Wed, 5 Jan 2011 08:04:49 +0300 Subject: [rt-users] Backing up RT In-Reply-To: References: <4D23A168.6060308@casanueva.com> <14066.49757.qm@web30307.mail.mud.yahoo.com> Message-ID: <20110105050449.GE5713@localhost.localdomain> On Tue, Jan 04, 2011 at 06:27:24PM -0600, Max McGrath wrote: > *I run a nightly dump as root: > > mysqldump --opt rt3 -u root -p > rt3.sql > (assuming the root user can perform that dump) > > Then scp the file to another system. > > Since the rest of the system doesn't change much, I don't bother with much > of anything else. I have a snapshot of the whole system (my RTs are VMs > under VirtualBox, so they're easy to backup (single file)).* > * > * > This is exactly what I do. Is this a decent way to be doing it -- I've > always just assumed it was okay. I do it hourly, and then SCP it to another > system. > > Should I be stopping mysql or anything before doing the mysqldump? "--opt" locks all the tables in a given database before backing it up so that only reads can be done on it. This is for MyISAM engine, for engines supporting ACID there's more effective option available -- bother to read mysqldump man page. If you think preventing read access to the db during backup affects the RT performance (but you should really measure the dump time first), you can look at mysqlhotcopy script (MyISAM only) which trades speed for disk space. From georgi-georgiev-bestpractical at japannext.co.jp Wed Jan 5 05:31:37 2011 From: georgi-georgiev-bestpractical at japannext.co.jp (Georgi Georgiev) Date: Wed, 5 Jan 2011 19:31:37 +0900 Subject: [rt-users] Custom field queries are very slow after 3.8.8 upgrade (from 3.6.10) Message-ID: <20110105103137.GJ2994@jnext-0013.corp.japannext.co.jp> I am looking for some advice on how to speed up some queries using custom fields that got unusably slow after an upgrade from the RT 3.6 series to 3.8. We are currently running RT 3.6.10 on CentOS 5.5 with a postgresql back end (used to be PgSQL 8.1 but we upgraded to 8.4 when CentOS 5.5 came out). The RT package is from EPEL and everything is fine. When trying to upgrade to RT 3.8.8 some of our saved queries using custom fields get very, *very* slow. I tried this twelve months ago with RT 3.8.7 on CentOS 5.x and PgSQL 8.1 (whatever was "current" then), and also again today, on RHEL6 with PgSQL 8.4. The problematic queries look something like this: Queue = 'somequeue' AND Status = 'stalled' AND ( 'CF.{MyCF}' = 'value1' OR 'CF.{MyCF}' = 'value2' OR 'CF.{MyCF}' = 'value3' OR 'CF.{MyCF}' = 'value4' OR 'CF.{MyCF}' = 'value5' OR 'CF.{MyCF}' = 'value6' OR 'CF.{MyCF}' = 'value7' ) where the listed values are 3-4 characters long and their number varies. After the ugprade, and with logging of slow queries enabled, I saw these numbers for queries with 5, 6, 7, and 8 OR statements for the custom field in the postgresql logs: - query for 5 possible CF values - 0.6 seconds - query for 6 possible CF values - 6 seconds - query for 7 possible CF values - 65 seconds - query for 8 possible CF values - 681 seconds In comparison, the corresponding query in RT 3.6 executes in less than 2 milliseconds. One thing I noticed is that the SQL that is generated by RT 3.6 and 3.8 is substantially different. In 3.6 there is a single SELECT on the ObjectCustomFieldValues table, so the generated SQL looks like this: SELECT DISTINCT main.* FROM Tickets main JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ( ObjectCustomFieldValues_1.CustomField = '1' ) AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_1.Disabled = '0' ) AND ( ObjectCustomFieldValues_1.ObjectId = main.id ) WHERE (main.Status != 'deleted') AND (main.Queue = '11' AND main.Status = 'stalled' AND ( ( ( ObjectCustomFieldValues_1.Content = 'value1' ) ) OR ( ( ObjectCustomFieldValues_1.Content = 'value2' ) ) ... ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ORDER BY main.id ASC In RT 3.8.8 the generated SQL looks like this: SELECT DISTINCT main.* FROM Tickets main LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ( ObjectCustomFieldValues_1.CustomField = '1' ) AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_1.Disabled = '0' ) AND ( ObjectCustomFieldValues_1.ObjectId = main.id ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_2 ON ( ObjectCustomFieldValues_2.CustomField = '1' ) AND ( ObjectCustomFieldValues_2.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_2.Disabled = '0' ) AND ( ObjectCustomFieldValues_2.ObjectId = main.id ) .... WHERE (main.Status != 'deleted') AND ( main.Queue = '11' AND main.Status = 'stalled' AND ( ( ( ( ObjectCustomFieldValues_1.Content = 'value1' ) ) ) OR ( ( ( ObjectCustomFieldValues_2.Content = 'value2' ) ) ) .... ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ORDER BY main.id ASC I ran the queries through "explain analyze" and tried disabling nested loops, then disabling hash joins (I tried disabling whatever the planner was trying to use hoping it will try something else that is faster) but the query speed did not change considerably. Our database is not that big and can easily fit in the memory of the machine (400MB filesize), and we have less than 6000 tickets total. The queries I tried out return only a total of 4 to 5 tickets in the end. The custom field that I am referring to above is a mandatory field so it is assigned for almost all tickets, and with multiple values most of the time. Any advice? -- \ Georgi Georgiev \ Ever notice that even the busiest people \ / Sysadmin Head / are never too busy to tell you just how / \ -SBI Japannext- \ busy they are? \ From gregory at accesskenya.com Wed Jan 5 07:34:21 2011 From: gregory at accesskenya.com (Gregory Greafers) Date: Wed, 05 Jan 2011 15:34:21 +0300 Subject: [rt-users] RT Queue mails with errors on Postfix Message-ID: <1294230862.3951.31.camel@greg-HP-Compaq-6730s> Hi RT Community, I have an issue I want to troubleshoot and resolve. I have - CentOS 5.5, - RT 3.8.8, - postfix as an MTA running on [myrtdomain.com] sending and responding to mails internal to [mycompanydomain.com]. mycompanydomain.com is on MDaemon mail server - apache2 server I keep seeing this error in my postfix logs (tail -f /var/log/maillog) Jan 5 14:08:10 noc postfix/cleanup[6000]: warning: database /etc/postfix/virtual.db is older than source file /etc/postfix/virtual ... Jan 5 14:51:14 noc postfix/local[6094]: C11C85F696D: to=, relay=local, delay=11811, delays=11811/0.01/0/0.2, dsn=4.3.0, status=deferred (temporary failure. Command output: RT server error. The RT server which handled your email did not behave as expected. It said: temporary failure - RT couldn't find the queue: CoreNetwork ) My /etc/aliases has the queue specified, matching the CoreNetwork queue I created on RT webinterface with my root account: core: "|/opt/rt3/bin/rt-mailgate --queue CoreNetwork --action correspond --url http://myrtdomain.com" core-response: "|/opt/rt3/bin/rt-mailgate --queue CoreNetwork --action comment --url http://myrtdomain.com" Any ideas on how I can resolve this? I have tried these steps in sequence newaliases postfix reload service postfix restart [ok] service httpd restart [ok] -- Regards, Gregory Okoth NOC Engineer Email:noc at accesskenya.com Tel: (254 20) 360 0908 Fax: (254 20)(254 20) 360 0001 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jose.fernandez at naxos-fr.net Wed Jan 5 06:28:30 2011 From: jose.fernandez at naxos-fr.net (jose.fernandez at naxos-fr.net) Date: Wed, 05 Jan 2011 12:28:30 +0100 Subject: [rt-users] Not the spell fckeditor when creating a ticket Message-ID: <1294226910.22281.22.camel@Dream.naxos-fr.net> Hello, when creating a ticket, the spell checker button is disabled fckeditor. How to enable this button? Thank you -------------- next part -------------- An HTML attachment was scrubbed... URL: From andreas.jacobsson at bink.se Wed Jan 5 08:39:33 2011 From: andreas.jacobsson at bink.se (Andreas.J) Date: Wed, 5 Jan 2011 05:39:33 -0800 (PST) Subject: [rt-users] Show different queues in report. Message-ID: <30578565.post@talk.nabble.com> Hello, I've been searching for a solution to this problem for some time now. I'm hoping someone can help me. I currently have about 25 different queues in my RT 3.8.8. I'm looking to get statistic over a specific period of time. And mainly when tickets are created. I can get hourly stats for a specific queue by the report module. But I want to get a summary of all queues so I can compare these. If I select "chart by CreatedHourly" now I get all queues collected in one graph. So, is there a way to make it show the different queues and still get hourly stats? Regards Andreas Jacobsson -- View this message in context: http://old.nabble.com/Show-different-queues-in-report.-tp30578565p30578565.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From andy.graybeal at casanueva.com Wed Jan 5 09:26:06 2011 From: andy.graybeal at casanueva.com (Andy Graybeal) Date: Wed, 05 Jan 2011 09:26:06 -0500 Subject: [rt-users] Backing up RT In-Reply-To: References: <4D23A168.6060308@casanueva.com> <14066.49757.qm@web30307.mail.mud.yahoo.com> <4D2467ED.2060807@casanueva.com> Message-ID: <4D247F7E.2040603@casanueva.com> On 01/05/2011 09:07 AM, Max McGrath wrote: > I forgot to mention, I also backup a few other files/folder critical to RT: > > ###################################### > # BACKUP DATABASES # > ###################################### > mysqldump -u root rt3 > rt3_backup.sql > mysqldump -u root mysql > mysql_backup.sql > #mysqldump -u root information_schema > information_schema_backup.sql > > ###################################### > # COPY OTHER FILES/FOLDERS # > ###################################### > cp /etc/aliases /opt/rt3/lib/RT/rt-backup/ > cp /etc/apache2/httpd.conf /opt/rt3/lib/RT/rt-backup/ > cp /opt/rt3/etc/RT_SiteConfig.pm /opt/rt3/lib/RT/rt-backup/ > cp -r /opt/rt3/local/ /opt/rt3/lib/RT/rt-backup/ > > This way I have a copy of my e-mail addresses for my queues, my apache > config, my SiteConfig, and my whole local folder.... > -- > Max McGrath > Asst. Network Admin/Systems Specialist > Carthage College > 262-552-5512 > mmcgrath at carthage.edu > Max, thank you for the list. I will follow your footsteps. -Andy From andy.graybeal at casanueva.com Wed Jan 5 11:17:43 2011 From: andy.graybeal at casanueva.com (Andy Graybeal) Date: Wed, 05 Jan 2011 11:17:43 -0500 Subject: [rt-users] Backing up RT In-Reply-To: <20110105172331.e469eb9c.kostix@domain007.com> References: <4D23A168.6060308@casanueva.com> <1294181022.22024.1413490469@webmail.messagingengine.com> <4D2465DE.3060902@casanueva.com> <20110105172331.e469eb9c.kostix@domain007.com> Message-ID: <4D2499A7.409@casanueva.com> On 01/05/2011 09:23 AM, Konstantin Khomoutov wrote: > On Wed, 05 Jan 2011 07:36:46 -0500 > Andy Graybeal wrote: >> If I ever ended up doing LVM snaps, do I need to lock the db first... >> or can I get away with not locking the db with LVM snaps? > In this case locking is less important than flushing as you would be > backing up the filesystem and hence you will need the on-disk database > representation to be consistent before taking the snapshot. To do this, > you either have to stop the server just before taking a snapshot, or > write a complicated script which would work just like mysqlhotcopy but > would take the snapshot instead of copying the data. > Note that mysqlhotcopy explicitly states it works only with MyISAM and > ARCHIVE engines, and the comments on [1] hint that backing up InnoDB > this way is at least tricky and error-prone. Argh.. Thank you for the knowledge. This is too much for my plate at the moment. I'll put off the LVM snaps until needed and stick with config / db backups for now. Thanks again. > >> You use logrotate to manage your mysqldumps! Excellent idea. >> I need to learn logrotate. I was wondering how I can keep mysqldumps >> from each day and not lose control of them. I'm excited. > One commonly used straightforward approach is to encode the formatted > timestamp into the names of generated backup files, like this: > $ mysqldump ... | gzip -c>/path/to/db-backup-$(date +'%F-%T').sql.gz Wonderful, I will make use of this technique. I have seen and used this technique just last week. Though the addition of gzip is a spin on what I saw. I like it. Here's what I used: `date +%Y%m%d%H%M%S`.xml out of the PF book or website. > > 1. http://dev.mysql.com/doc/refman/5.0/en/lock-tables.html > Again, thanks for the response. Very helpful. -Andy From drey111 at gmail.com Wed Jan 5 10:43:49 2011 From: drey111 at gmail.com (Joe Harris) Date: Wed, 5 Jan 2011 15:43:49 +0000 Subject: [rt-users] RT Queue mails with errors on Postfix In-Reply-To: <1294230862.3951.31.camel@greg-HP-Compaq-6730s> References: <1294230862.3951.31.camel@greg-HP-Compaq-6730s> Message-ID: <612425432-1294242245-cardhu_decombobulator_blackberry.rim.net-1334832934-@bda270.bisx.prod.on.blackberry> The command newaliases I was led to believe was only for sendmail. What you need is: postalias /etc/aliases Unless you have newaliases somehow linked to the above, postfix won't read the aliases file. At least I hope that is it. :) Sent from blackberry -----Original Message----- From: Gregory Greafers Sender: rt-users-bounces at lists.bestpractical.com Date: Wed, 05 Jan 2011 15:34:21 To: rt users Reply-To: gregory at accesskenya.com Subject: [rt-users] RT Queue mails with errors on Postfix Hi RT Community, I have an issue I want to troubleshoot and resolve. I have - CentOS 5.5, - RT 3.8.8, - postfix as an MTA running on [myrtdomain.com] sending and responding to mails internal to [mycompanydomain.com]. mycompanydomain.com is on MDaemon mail server - apache2 server I keep seeing this error in my postfix logs (tail -f /var/log/maillog) Jan 5 14:08:10 noc postfix/cleanup[6000]: warning: database /etc/postfix/virtual.db is older than source file /etc/postfix/virtual ... Jan 5 14:51:14 noc postfix/local[6094]: C11C85F696D: to=, relay=local, delay=11811, delays=11811/0.01/0/0.2, dsn=4.3.0, status=deferred (temporary failure. Command output: RT server error. The RT server which handled your email did not behave as expected. It said: temporary failure - RT couldn't find the queue: CoreNetwork ) My /etc/aliases has the queue specified, matching the CoreNetwork queue I created on RT webinterface with my root account: core: "|/opt/rt3/bin/rt-mailgate --queue CoreNetwork --action correspond --url http://myrtdomain.com" core-response: "|/opt/rt3/bin/rt-mailgate --queue CoreNetwork --action comment --url http://myrtdomain.com" Any ideas on how I can resolve this? I have tried these steps in sequence newaliases postfix reload service postfix restart [ok] service httpd restart [ok] -- Regards, Gregory Okoth NOC Engineer Email:noc at accesskenya.com Tel: (254 20) 360 0908 Fax: (254 20)(254 20) 360 0001 -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Wed Jan 5 08:52:51 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 5 Jan 2011 14:52:51 +0100 Subject: [rt-users] Backing up RT In-Reply-To: <4D2465DE.3060902@casanueva.com> References: <4D23A168.6060308@casanueva.com> <1294181022.22024.1413490469@webmail.messagingengine.com> <4D2465DE.3060902@casanueva.com> Message-ID: <20110105135251.GJ2537@easter-eggs.com> On Wed, Jan 05, 2011 at 07:36:46AM -0500, Andy Graybeal wrote: > You use logrotate to manage your mysqldumps! Excellent idea. > if you are using Debian, the command "savelog" is also often convenient to rotate a file at the beginning or end of a script. saveloq -q /var/backups/mysql/dump.sql.gz mysqldump ... | gzip -c > /var/backups/mysql/dump.sql.gz From elacour at easter-eggs.com Wed Jan 5 08:55:58 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 5 Jan 2011 14:55:58 +0100 Subject: [rt-users] RT Queue mails with errors on Postfix In-Reply-To: <1294230862.3951.31.camel@greg-HP-Compaq-6730s> References: <1294230862.3951.31.camel@greg-HP-Compaq-6730s> Message-ID: <20110105135558.GK2537@easter-eggs.com> On Wed, Jan 05, 2011 at 03:34:21PM +0300, Gregory Greafers wrote: > > Jan? 5 14:08:10 noc postfix/cleanup[6000]: warning: database > /etc/postfix/virtual.db is older than source file /etc/postfix/virtual > ... you should probably run postmap /etc/postfix/virtual > Jan? 5 14:51:14 noc postfix/local[6094]: C11C85F696D: > to=, relay=local, delay=11811, > delays=11811/0.01/0/0.2, dsn=4.3.0, status=deferred (temporary failure. > Command output: RT server error.? The RT server which handled your email > did not behave as expected. It said:? temporary failure - RT couldn't find > the queue: CoreNetwork ) > if rt-mailgate tell you that he could not find a queue named "CoreNetwork", that's certainly true. Maybe there is some typo in the queue name or maybe you're not working on the same RT? From elacour at easter-eggs.com Wed Jan 5 09:05:23 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 5 Jan 2011 15:05:23 +0100 Subject: [rt-users] Browser (Firefox) does not save username and passwords In-Reply-To: <81D141237A54374E9E79CF14F96612A302971DD2@TXLEVD1-XCH03.ev.egmont.com> References: <81D141237A54374E9E79CF14F96612A302971DD2@TXLEVD1-XCH03.ev.egmont.com> Message-ID: <20110105140523.GL2537@easter-eggs.com> On Wed, Jan 05, 2011 at 02:17:49PM +0100, Obando, David DE - EV wrote: > I already change the code (Elements/Login) and removed the > autocomplete="off" parameter, but browser behaviour does not change. > > Any ideas? > did you cleaned-up the mason cache? rm -rf ...../rt/var/mason_data/obj then restart your web server. From flatworm at users.sourceforge.net Wed Jan 5 09:23:31 2011 From: flatworm at users.sourceforge.net (Konstantin Khomoutov) Date: Wed, 5 Jan 2011 17:23:31 +0300 Subject: [rt-users] Backing up RT In-Reply-To: <4D2465DE.3060902@casanueva.com> References: <4D23A168.6060308@casanueva.com> <1294181022.22024.1413490469@webmail.messagingengine.com> <4D2465DE.3060902@casanueva.com> Message-ID: <20110105172331.e469eb9c.kostix@domain007.com> On Wed, 05 Jan 2011 07:36:46 -0500 Andy Graybeal wrote: >> We use mysqldump and logrotate to keep a week of DB dumps on the >> local filesystem, we perform daily backups to a VTL and then tape, >> and we also perform nightly SAN snapshots on the RT host's LUN >> (making sure to lock the databases before the snapshot, and then >> unlocking after so the MySQL DB files are in a consistent state >> during the snap). [...] > If I ever ended up doing LVM snaps, do I need to lock the db first... > or can I get away with not locking the db with LVM snaps? In this case locking is less important than flushing as you would be backing up the filesystem and hence you will need the on-disk database representation to be consistent before taking the snapshot. To do this, you either have to stop the server just before taking a snapshot, or write a complicated script which would work just like mysqlhotcopy but would take the snapshot instead of copying the data. Note that mysqlhotcopy explicitly states it works only with MyISAM and ARCHIVE engines, and the comments on [1] hint that backing up InnoDB this way is at least tricky and error-prone. > You use logrotate to manage your mysqldumps! Excellent idea. > I need to learn logrotate. I was wondering how I can keep mysqldumps > from each day and not lose control of them. I'm excited. One commonly used straightforward approach is to encode the formatted timestamp into the names of generated backup files, like this: $ mysqldump ... | gzip -c >/path/to/db-backup-$(date +'%F-%T').sql.gz 1. http://dev.mysql.com/doc/refman/5.0/en/lock-tables.html From flatworm at users.sourceforge.net Wed Jan 5 09:30:25 2011 From: flatworm at users.sourceforge.net (Konstantin Khomoutov) Date: Wed, 5 Jan 2011 17:30:25 +0300 Subject: [rt-users] Backing up RT In-Reply-To: <4D2467ED.2060807@casanueva.com> References: <4D23A168.6060308@casanueva.com> <14066.49757.qm@web30307.mail.mud.yahoo.com> <4D2467ED.2060807@casanueva.com> Message-ID: <20110105173025.93e95523.kostix@domain007.com> On Wed, 05 Jan 2011 07:45:33 -0500 Andy Graybeal wrote: >> This is exactly what I do. Is this a decent way to be doing it -- >> I've always just assumed it was okay. I do it hourly, and then SCP >> it to another system. [...] > What made you do hourly dumps? I'm thinking now instead of nightly, > I should be doing hourly dumps like you. It's just about the amount of stuff you're OK to lose in case of a problem requiring restoring the DB state from backups: if you have a very busy RT instance where several ticket transactions per hour is normal, you would want to do per-hour backups. If you have an RT instance which only receives few tickets per week (as we do), even weekly backups would do just fine. So it's not about one backup schedule being more correct than the other. From jledford at biltmore.com Wed Jan 5 09:22:06 2011 From: jledford at biltmore.com (Jason Ledford) Date: Wed, 5 Jan 2011 09:22:06 -0500 Subject: [rt-users] Backing up RT In-Reply-To: <4D23A168.6060308@casanueva.com> References: <4D23A168.6060308@casanueva.com> Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240FAE0D804@MAILBOX.tbcnet.biltmore.com> http://sourceforge.net/projects/automysqlbackup/ I use that to create the sql backups and it gives me a week of dailys, weeklys, monthlys, and yearlys (obviously depending on how long you have used it). I then rsync only changed files from my backup dir and rt dir to a dfs server that goes to tape. Automysqlbackup is very easy to configure and run. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andy Graybeal Sent: Tuesday, January 04, 2011 5:39 PM To: rt-users at lists.bestpractical.com; tech at casanueva.com Subject: [rt-users] Backing up RT Greetings, I need a recommendation for backing up RT. I am planning on using a cron job to run mysqldump to dump the db, then rsync the db and /etc/ conf files to a host that runs a backup job every night to tape. What do you guys do? -Andy From jnarins at seniorbridge.com Wed Jan 5 10:50:39 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Wed, 5 Jan 2011 10:50:39 -0500 Subject: [rt-users] Adding "recently resolved" to MyDay.html Message-ID: I might work on a ticket through the morning for a few hours, resolve it at noon, and only use the Tools->MyDay screen at the end of the day. What I thought I might be able to do was add a second query, so the main loop looks like this: % while ( my $Ticket = $Tickets->Next() || $Tickets2->Next()) { And the second query, inserted right after the first, looks like this: require Date::Manip; my $Tickets2 = RT::Tickets->new($session{'CurrentUser'}); $Tickets2->LimitOwner(VALUE => $session{'CurrentUser'}->Id); $Tickets2->LimitStatus( VALUE => 'resolved' ); $Tickets2->LimitResolved( OPERATOR => '>', VALUE => Date::Manip::UnixDate(Date::Manip::ParseDate('yesterday'),'%Y-%m-%d')); $Tickets2->OrderBy ( FIELD => 'Priority', ORDER => 'DESC'); I'm getting all the tickets from the first query in the list with the second. In fact, it looks like many of the tickets are being printed a total of three times. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Wed Jan 5 09:14:10 2011 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 5 Jan 2011 08:14:10 -0600 Subject: [rt-users] Custom field queries are very slow after 3.8.8 upgrade (from 3.6.10) In-Reply-To: <20110105103137.GJ2994@jnext-0013.corp.japannext.co.jp> References: <20110105103137.GJ2994@jnext-0013.corp.japannext.co.jp> Message-ID: <20110105141410.GF2546@aart.is.rice.edu> On Wed, Jan 05, 2011 at 07:31:37PM +0900, Georgi Georgiev wrote: > I am looking for some advice on how to speed up some queries using > custom fields that got unusably slow after an upgrade from the RT 3.6 series > to 3.8. > > We are currently running RT 3.6.10 on CentOS 5.5 with a postgresql > back end (used to be PgSQL 8.1 but we upgraded to 8.4 when CentOS 5.5 > came out). The RT package is from EPEL and everything is fine. > > When trying to upgrade to RT 3.8.8 some of our saved queries using > custom fields get very, *very* slow. I tried this twelve months ago with > RT 3.8.7 on CentOS 5.x and PgSQL 8.1 (whatever was "current" then), and > also again today, on RHEL6 with PgSQL 8.4. > > The problematic queries look something like this: > > Queue = 'somequeue' AND Status = 'stalled' AND ( > 'CF.{MyCF}' = 'value1' OR > 'CF.{MyCF}' = 'value2' OR > 'CF.{MyCF}' = 'value3' OR > 'CF.{MyCF}' = 'value4' OR > 'CF.{MyCF}' = 'value5' OR > 'CF.{MyCF}' = 'value6' OR > 'CF.{MyCF}' = 'value7' ) > > where the listed values are 3-4 characters long and their number varies. > > After the ugprade, and with logging of slow queries enabled, I saw these > numbers for queries with 5, 6, 7, and 8 OR statements for the custom > field in the postgresql logs: > - query for 5 possible CF values - 0.6 seconds > - query for 6 possible CF values - 6 seconds > - query for 7 possible CF values - 65 seconds > - query for 8 possible CF values - 681 seconds > > In comparison, the corresponding query in RT 3.6 executes in less than 2 > milliseconds. > > One thing I noticed is that the SQL that is generated by RT 3.6 and 3.8 > is substantially different. > > In 3.6 there is a single SELECT on the ObjectCustomFieldValues table, so > the generated SQL looks like this: > > SELECT DISTINCT main.* > FROM Tickets main > JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 > ON ( ObjectCustomFieldValues_1.CustomField = '1' ) > AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) > AND ( ObjectCustomFieldValues_1.Disabled = '0' ) > AND ( ObjectCustomFieldValues_1.ObjectId = main.id ) > WHERE (main.Status != 'deleted') > AND (main.Queue = '11' AND main.Status = 'stalled' AND > ( > ( ( ObjectCustomFieldValues_1.Content = 'value1' ) ) > OR ( ( ObjectCustomFieldValues_1.Content = 'value2' ) ) > ... > ) > ) > AND (main.Type = 'ticket') > AND (main.EffectiveId = main.id) > ORDER BY main.id ASC > > In RT 3.8.8 the generated SQL looks like this: > > SELECT DISTINCT main.* > FROM Tickets main > LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 > ON ( ObjectCustomFieldValues_1.CustomField = '1' ) > AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) > AND ( ObjectCustomFieldValues_1.Disabled = '0' ) > AND ( ObjectCustomFieldValues_1.ObjectId = main.id ) > LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_2 > ON ( ObjectCustomFieldValues_2.CustomField = '1' ) > AND ( ObjectCustomFieldValues_2.ObjectType = 'RT::Ticket' ) > AND ( ObjectCustomFieldValues_2.Disabled = '0' ) > AND ( ObjectCustomFieldValues_2.ObjectId = main.id ) > .... > WHERE (main.Status != 'deleted') > AND ( > main.Queue = '11' AND main.Status = 'stalled' AND > ( > ( ( ( ObjectCustomFieldValues_1.Content = 'value1' ) ) ) > OR ( ( ( ObjectCustomFieldValues_2.Content = 'value2' ) ) ) > .... > ) > ) > AND (main.Type = 'ticket') > AND (main.EffectiveId = main.id) > ORDER BY main.id ASC > > I ran the queries through "explain analyze" and tried disabling nested > loops, then disabling hash joins (I tried disabling whatever the planner > was trying to use hoping it will try something else that is faster) but > the query speed did not change considerably. > > Our database is not that big and can easily fit in the memory of the > machine (400MB filesize), and we have less than 6000 tickets total. The > queries I tried out return only a total of 4 to 5 tickets in the end. The > custom field that I am referring to above is a mandatory field so it is > assigned for almost all tickets, and with multiple values most of the > time. > > Any advice? > Hi Georgi, What are your postgresql.conf parameters? What are the EXPLAIN ANALYZE results for the fast query (3.6.x) and the slow (3.8.8) query? That should also point out where an index may help. Cheers, Ken From mmcgrath at carthage.edu Wed Jan 5 09:04:27 2011 From: mmcgrath at carthage.edu (Max McGrath) Date: Wed, 5 Jan 2011 08:04:27 -0600 Subject: [rt-users] Backing up RT In-Reply-To: <4D2467ED.2060807@casanueva.com> References: <4D23A168.6060308@casanueva.com> <14066.49757.qm@web30307.mail.mud.yahoo.com> <4D2467ED.2060807@casanueva.com> Message-ID: I just figured in the case of a crash or any data loss, it'd be nice to have only lost an hour or less worth of tickets! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgrath at carthage.edu On Wed, Jan 5, 2011 at 6:45 AM, Andy Graybeal wrote: > This is exactly what I do. Is this a decent way to be doing it -- I've >> always just assumed it was okay. I do it hourly, and then SCP it to >> another system. >> >> Should I be stopping mysql or anything before doing the mysqldump? >> -- >> > > Max, > What made you do hourly dumps? I'm thinking now instead of nightly, I > should be doing hourly dumps like you. > > -Andy > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mmcgrath at carthage.edu Wed Jan 5 09:07:14 2011 From: mmcgrath at carthage.edu (Max McGrath) Date: Wed, 5 Jan 2011 08:07:14 -0600 Subject: [rt-users] Backing up RT In-Reply-To: <4D2467ED.2060807@casanueva.com> References: <4D23A168.6060308@casanueva.com> <14066.49757.qm@web30307.mail.mud.yahoo.com> <4D2467ED.2060807@casanueva.com> Message-ID: I forgot to mention, I also backup a few other files/folder critical to RT: ###################################### # BACKUP DATABASES # ###################################### mysqldump -u root rt3 > rt3_backup.sql mysqldump -u root mysql > mysql_backup.sql #mysqldump -u root information_schema > information_schema_backup.sql ###################################### # COPY OTHER FILES/FOLDERS # ###################################### cp /etc/aliases /opt/rt3/lib/RT/rt-backup/ cp /etc/apache2/httpd.conf /opt/rt3/lib/RT/rt-backup/ cp /opt/rt3/etc/RT_SiteConfig.pm /opt/rt3/lib/RT/rt-backup/ cp -r /opt/rt3/local/ /opt/rt3/lib/RT/rt-backup/ This way I have a copy of my e-mail addresses for my queues, my apache config, my SiteConfig, and my whole local folder.... -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgrath at carthage.edu On Wed, Jan 5, 2011 at 6:45 AM, Andy Graybeal wrote: > This is exactly what I do. Is this a decent way to be doing it -- I've >> always just assumed it was okay. I do it hourly, and then SCP it to >> another system. >> >> Should I be stopping mysql or anything before doing the mysqldump? >> -- >> > > Max, > What made you do hourly dumps? I'm thinking now instead of nightly, I > should be doing hourly dumps like you. > > -Andy > -------------- next part -------------- An HTML attachment was scrubbed... URL: From naweedmohammed.ahmed at lexisnexis.com Wed Jan 5 10:28:03 2011 From: naweedmohammed.ahmed at lexisnexis.com (Ahmed, Mohammed Naweed (LNG-BCT)) Date: Wed, 5 Jan 2011 10:28:03 -0500 Subject: [rt-users] Copy Multiple value CF to the child ticket In-Reply-To: <20110104220238.GT65759@jibsheet.com> References: <8B590F2F6F36C0489A41B816231BF1BE063AE623@INFMAIL.na.choicepoint.net> <20110104220238.GT65759@jibsheet.com> Message-ID: <8B590F2F6F36C0489A41B816231BF1BE0644A680@INFMAIL.na.choicepoint.net> I am using version 3.8.4 so CustomFieldValuesAsString is not available. I changed the template like this: CustomField-n: { my $separator = "\n"; my $CFValue = $Tickets{'TOP'}->CustomFieldValues(n); return join ($separator, grep { defined $_ } map { $_->Content } @{$CFValue->ItemsArrayRef}); } To get the values as strings but it still not working, Am I doing something wrong or is there any extension available for 'CustomFieldValuesAsString' method? Thanks N Ahmed -----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 5:03 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Copy Multiple value CF to the child ticket On Tue, Jan 04, 2011 at 03:19:45PM -0500, Ahmed, Mohammed Naweed (LNG-BCT) wrote: > I am creating a child ticket with some of the custom fields populated from the parent ticket. > I know that we can copy the values of the parent CF to the child CF by: > > > > CustomField-n: {$Tickets{'TOP'}->FirstCustomFieldValue('CF Name')} > > > > But, how to copy multiple-value CF to the child ticket? The above code is just populating the > first selected value. Given a new enough RT, CustomFieldValuesAsString will work -kevin ----------------------------------------- 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. From paul at paulororke.net Wed Jan 5 06:24:56 2011 From: paul at paulororke.net (Paul D. O'Rorke) Date: Wed, 5 Jan 2011 03:24:56 -0800 (PST) Subject: [rt-users] Browser (Firefox) does not save username and passwords In-Reply-To: <81D141237A54374E9E79CF14F96612A302971DD2@TXLEVD1-XCH03.ev.egmont.com> Message-ID: <2115296355.505.1294226696309.JavaMail.root@mail> I would have expected that to work, it's what I did and FF now remembers passwords. I actually commented out the original code and entered it ahain but it's the same as what you said you did. Looks like this:
<&|/l&>Password:
The only other thing that comes to mind is that my instance of RT has been restarted since making the change. I'm afraid I don't remember if that was relevant however... hth -- 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 elacour at easter-eggs.com Wed Jan 5 11:54:42 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 5 Jan 2011 17:54:42 +0100 Subject: [rt-users] RT Queue mails with errors on Postfix In-Reply-To: <612425432-1294242245-cardhu_decombobulator_blackberry.rim.net-1334832934-@bda270.bisx.prod.on.blackberry> References: <1294230862.3951.31.camel@greg-HP-Compaq-6730s> <612425432-1294242245-cardhu_decombobulator_blackberry.rim.net-1334832934-@bda270.bisx.prod.on.blackberry> Message-ID: <20110105165442.GP2537@easter-eggs.com> On Wed, Jan 05, 2011 at 03:43:49PM +0000, Joe Harris wrote: > The command newaliases I was led to believe was only for sendmail. What > you need is: > that's off topic for this list, but no, newaliases exists and works also with postfix if you set variable alias_database correctly in your postfix main.cf. For example: # Where postfix local find aliases alias_maps = hash:/etc/aliases # What format:files should be updated when running newaliases alias_database = hash:/etc/aliases From hughesl at science.oregonstate.edu Wed Jan 5 12:09:44 2011 From: hughesl at science.oregonstate.edu (Lee Hughes) Date: Wed, 05 Jan 2011 09:09:44 -0800 Subject: [rt-users] RTx::Calendar Not Displaying In-Reply-To: References: Message-ID: <20110105090944.18591roia7szkan4@webmail.oregonstate.edu> MyCalendar is included in $HomepageComponents (below) but nothing related to Calendar appears on the homepage. In fact, if I comment out the $HomepageComponents line completely and restart the web server, the homepage still looks the same, even if I clear my browser cache. How could that be? I have the ExternalAuth plugin configured in the same RT_SiteConfig.pm file (below) and it is working fine. Search on "Calendar" and "calendar" shows no results. Are there any screenshots of what the Calendar links/pages should look like? Is it possible to insert debug statements somewhere to verify that the Calendar plugin is actually getting called? Thanks very much for the help. Lee > Date: Tue, 4 Jan 2011 17:18:23 -0500 > From: Kevin Falcone > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RTx::Calendar Not Displaying > Message-ID: <20110104221823.GV65759 at jibsheet.com> > Content-Type: text/plain; charset="us-ascii" > > On Tue, Jan 04, 2011 at 12:44:51PM -0800, Lee Hughes wrote: >> I cleared the Mason cache but still don't see any Calendar links. >> Where should I see links, and how would I go about enabling basic >> tracing to see if the Calendar module is even being called? > > You didn't say where you looked for the calendars. > Did you try editing your homepage to include the MyCalendar widget? > Did you do a search and look for the calendar link? > > -kevin > >> >>I've installed and configured RTx::Calendar per the instructions and >> >>restarted the web server but don't see any links to it anywhere. I have >> >>syslogging set to debug but no errors are logged. >> >> >> >>Here are the relevant settings from RT_SiteConfig.pm: >> >> >> >># Calendar Plugin >> >>require '/usr/local/rt3/local/plugins/RTx-Calendar/lib/RTx/Calendar.pm'; >> >>Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar >> >>MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); >> >> >> >># enable all plugins >> >>Set(@Plugins,qw( >> >>RT::Authen::ExternalAuth >> >>RTx::Calendar >> >>)); >> >> >> >>Any ideas what I'm missing? >> > >> >Did you clear the Mason cache? >> > >> >rm -rf /usr/local/rt3/var/mason_data/obj/* >> > >> >See http://requesttracker.wikia.com/wiki/CleanMasonCache for details. >> > From flatworm at users.sourceforge.net Wed Jan 5 12:19:14 2011 From: flatworm at users.sourceforge.net (Konstantin Khomoutov) Date: Wed, 5 Jan 2011 20:19:14 +0300 Subject: [rt-users] Backing up RT In-Reply-To: <20110105135251.GJ2537@easter-eggs.com> References: <4D23A168.6060308@casanueva.com> <1294181022.22024.1413490469@webmail.messagingengine.com> <4D2465DE.3060902@casanueva.com> <20110105135251.GJ2537@easter-eggs.com> Message-ID: <20110105201914.bc830557.kostix@domain007.com> On Wed, 5 Jan 2011 14:52:51 +0100 Emmanuel Lacour wrote: >> You use logrotate to manage your mysqldumps! Excellent idea. > > if you are using Debian, the command "savelog" is also often > convenient to rotate a file at the beginning or end of a script. > > saveloq -q /var/backups/mysql/dump.sql.gz > mysqldump ... | gzip -c > /var/backups/mysql/dump.sql.gz Speaking about Debian, I would also add that there's no need to create a special user to do backups as Debian already provides one with sufficient privileges for maintenance purposes, so one can just pass the relevant config file to various MySQL utilities, like this: # mysqldump --defaults-file=/etc/mysql/debian.cnf --opt ... I'm quite sure other distros do something akin to this, so it could probably be adapted. From ranatanveer at gmail.com Wed Jan 5 12:48:21 2011 From: ranatanveer at gmail.com (Rana Tanveer) Date: Wed, 5 Jan 2011 22:48:21 +0500 Subject: [rt-users] attachment and This transaction appears to have no content Message-ID: Hi Community. I am using RT 3.8.7, my problem is when we send attachment it returns following message to requesters of the tickets along with attachment. This transaction appears to have no content and normal communication is fine, this happens only when any of the requester or AdminCC of the queue send attachment, can someone please help regarding this issue as i am clueless reading mailing lists. *LAHORE LIONS* Rana Tanveer -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Wed Jan 5 14:02:57 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 05 Jan 2011 14:02:57 -0500 Subject: [rt-users] Disallow 'resolve' unless a CF is set? Message-ID: <4D24C061.3090407@kickflop.net> We need to reject 'resolve' actions unless a certain custom field is set to a value. Is there a known solution for this, or should I start hacking? From payam at rasana.net Wed Jan 5 14:02:52 2011 From: payam at rasana.net (Payam Poursaied) Date: Wed, 5 Jan 2011 22:32:52 +0330 Subject: [rt-users] Not the spell fckeditor when creating a ticket Message-ID: <007001cbad0b$2ad356d0$807a0470$@net> >Hello, > >when creating a ticket, the spell checker button is disabled fckeditor. >How to enable this button? > >Thank you Have tried it with some browser rather than IE? In share/html/NoAuth/RichText/FCKeditor/fckconfig.js check the following line: FCKConfig.SpellChecker = 'ieSpell' ; // 'ieSpell' | 'SpellerPages' This option has been set to "ieSpell" by default and it caused this button to be disabled in non IE browsers. For more info you can take a look here: http://docs.cksource.com/FCKeditor_2.x/Developers_Guide/Configuration/Spell_ Checker -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 5180 bytes Desc: not available URL: From sdn.oldnab at mailnull.com Wed Jan 5 15:46:01 2011 From: sdn.oldnab at mailnull.com (Sue D. Nymme) Date: Wed, 5 Jan 2011 12:46:01 -0800 (PST) Subject: [rt-users] Scrip modifies ticket, but downstream scrips don't see the updates Message-ID: <30599938.post@talk.nabble.com> One of our queues receives job requests via e-mail. I have a scrip in place that automatically assigns the newly-created ticket to any of several users, if the subject is in a certain, easily-parsed format. This works fine. For this scrip, the condition is "On Create", the action is "User Defined", the template is "Blank", and the stage is "TransactionCreate". You can view it at http://www.nopaste.nl/?paste=2004 http://www.nopaste.nl/?paste=2004 . Like I said, it works fine, but downstream scrips do NOT seem to see the update. I modified the WatchCreate template to include a line that says "This ticket has been assigned to [so-and-so]". This does not work. It sees the original owner, not the owner that was set by the earlier scrip. Yet, after the ticket is created, I can go into the RT web interface and see that the owner was set properly. My WatchCreate template is as follows: Subject: New ticket {$Ticket->id}: {$Ticket->Subject} Greetings, {my ($id, $subj, $own) = ($Ticket->id, $Ticket->Subject, $Ticket->Owner); $RT::Logger->debug(qq#EJR-WatchCreate (queue): ID=$id, owner=$own, subj=$subj#); "$id -- $own";} This message has been automatically generated in response to the creation of support ticket number {$Ticket->id}, regarding: "{$Ticket->Subject()}", a summary of which appears below. {my $owner = $Ticket->Owner; ($owner && $owner ne 'Nobody' && $owner != $RT::Nobody->Id)? "\nThis ticket has been assigned to $owner." : "\nThis ticket has not been assigned to anyone." } Please don't reply to this message. This ticket has been assigned an ID of [{$Ticket->QueueObj->SubjectTag || $rtname} #{$Ticket->id()}]. ------------------------------------------------------------------------- {$Transaction->Content()} When I look in the RT debug log, I can see that the assign-owner scrip runs first, and is successful, and the notify-watchers scrip runs later—but the log-debug in the notify-watchers scrip does not write anything to the log. However, the "$id -- $own" line does get inserted into the e-mail, so I know my code is being executed. Anyhow, the user id that this code block inserts into the watcher e-mail is the original owner (id 6, Nobody), not the owner that was set by the earlier scrip. What step am I missing here? -- View this message in context: http://old.nabble.com/Scrip-modifies-ticket%2C-but-downstream-scrips-don%27t-see-the-updates-tp30599938p30599938.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From LTollefsen at innovationplace.com Wed Jan 5 16:29:01 2011 From: LTollefsen at innovationplace.com (Tollefsen, Lyle) Date: Wed, 5 Jan 2011 15:29:01 -0600 Subject: [rt-users] RT-Authen-ExternalAuth and AD... Message-ID: Hi, We're running RT 3.8.8 and using RT-Authen-ExternalAuth 0.08 to authenticate against Active Directory. Any new AD account I create can logon to RT, and have corresponding account created in RT, if it is in the necessary security group, but older accounts, mine included, pass the password test, but fail at the group membership test, and fail to logon. The RT account, however, does get created. The log entries look like this... Jan 5 15:12:29 RT388 RT: AD_GROUP2 AUTH FAILED: my-name (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127) Jan 5 15:12:29 RT388 RT: FAILED LOGIN for my-name from 192.168.1.1 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424) As I said above, older accounts (3 years plus) which are members of the group being tested fail to fully authenticate, while new accounts which are members of the same group, authenticate properly. In fact, If I comment out the group test from RT_SiteConfig.pm, I can logon to RT with my old account. I don't know if this is pertinent, but we upgraded to Exchange 2007 a few months back, and I wonder if the AD schema changes could be affecting things? Lyle. -------------- next part -------------- An HTML attachment was scrubbed... URL: From JStark at moxiesoft.com Wed Jan 5 16:33:37 2011 From: JStark at moxiesoft.com (Jeff Stark) Date: Wed, 5 Jan 2011 13:33:37 -0800 Subject: [rt-users] Disallow 'resolve' unless a CF is set? In-Reply-To: <4D24C061.3090407@kickflop.net> References: <4D24C061.3090407@kickflop.net> Message-ID: Because we only require the CF on resolve and at no other time I hacked the update page when status = resolved. I have seen others put scrips in place that set the status back to open but this didn't work for us, as we didn't want the ticket to appear to be resolved (submitted), we wanted to remain on the same page with the typical feedback. Would be really nice if there was a way to add logic like that to the CF. Good luck, and let me know if you need additional info on how I did this. Jeff Stark Sr Saas Engineer Moxie Software (919)622-0418 jstark at moxiesoft.com Www.Moxiesoft.com CONNECT PEOPLE. SHARE KNOWLEDGE. DELIVER RESULTS. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff Blaine Sent: Wednesday, January 05, 2011 2:03 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Disallow 'resolve' unless a CF is set? We need to reject 'resolve' actions unless a certain custom field is set to a value. Is there a known solution for this, or should I start hacking? From kfcrocker at lbl.gov Wed Jan 5 17:01:08 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 5 Jan 2011 14:01:08 -0800 Subject: [rt-users] Scrip modifies ticket, but downstream scrips don't see the updates In-Reply-To: <30599938.post@talk.nabble.com> References: <30599938.post@talk.nabble.com> Message-ID: Sue, Try changing the stage to "TransactionBatch". Make sure your configuration is set to use same. Then, you need to be sure the names of the scrips a such that an alphabetical execution of them will execute the scrip that assigns the owners first. Kenn LBNL On Wed, Jan 5, 2011 at 12:46 PM, Sue D. Nymme wrote: > One of our queues receives job requests via e-mail. I have a scrip in place > that automatically assigns the newly-created ticket to any of several users, > if the subject is in a certain, easily-parsed format. This works fine. > > For this scrip, the condition is "On Create", the action is "User Defined", > the template is "Blank", and the stage is "TransactionCreate". You can view > it at http://www.nopaste.nl/?paste=2004. > > Like I said, it works fine, but downstream scrips do NOT seem to see the > update. I modified the WatchCreate template to include a line that says > "This ticket has been assigned to [so-and-so]". This does not work. It sees > the original owner, not the owner that was set by the earlier scrip. Yet, > after the ticket is created, I can go into the RT web interface and see that > the owner was set properly. My WatchCreate template is as follows: > > Subject: New ticket {$Ticket->id}: {$Ticket->Subject} > > > Greetings, > {my ($id, $subj, $own) = ($Ticket->id, $Ticket->Subject, $Ticket->Owner); > $RT::Logger->debug(qq#EJR-WatchCreate (queue): ID=$id, owner=$own, subj=$subj#); > "$id -- $own";} > This message has been automatically generated in response to the > creation of support ticket number {$Ticket->id}, regarding: > "{$Ticket->Subject()}", > a summary of which appears below. > {my $owner = $Ticket->Owner; > ($owner && $owner ne 'Nobody' && $owner != $RT::Nobody->Id)? > "\nThis ticket has been assigned to $owner." > : "\nThis ticket has not been assigned to anyone." > } > > Please don't reply to this message. This ticket has been > assigned an ID of [{$Ticket->QueueObj->SubjectTag || $rtname} #{$Ticket->id()}]. > > ------------------------------------------------------------------------- > {$Transaction->Content()} > > When I look in the RT debug log, I can see that the assign-owner scrip runs > first, and is successful, and the notify-watchers scrip runs later?but the > log-debug in the notify-watchers scrip does not write anything to the log. > However, the "$id -- $own" line *does* get inserted into the e-mail, so I > know my code is being executed. Anyhow, the user id that this code block > inserts into the watcher e-mail is the original owner (id 6, Nobody), not > the owner that was set by the earlier scrip. > > What step am I missing here? > > ------------------------------ > View this message in context: Scrip modifies ticket, but downstream scrips > don't see the updates > Sent from the Request Tracker - User mailing list archiveat Nabble.com. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From tarminuscf at gmail.com Wed Jan 5 17:45:45 2011 From: tarminuscf at gmail.com (tarminuscf) Date: Wed, 5 Jan 2011 14:45:45 -0800 (PST) Subject: [rt-users] time worked - within a certain time period Message-ID: <30600856.post@talk.nabble.com> Hi All, If I have a ticket that is 1 month old. How can I get the value of time worked tallied up for only the last 7 days the ticket was worked on? So if the ticket has a grand total of 200 minutes on the 1 month old ticket. But the last 7 days only have a cumulative 60 minutes worked. The value I would be looking for is that 60 minutes. Anyone have insights on how I can get that value by means of RT reporting or direct DB query? thanks, tar -- View this message in context: http://old.nabble.com/time-worked---within-a-certain-time-period-tp30600856p30600856.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Wed Jan 5 19:13:22 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 6 Jan 2011 03:13:22 +0300 Subject: [rt-users] time worked - within a certain time period In-Reply-To: <30600856.post@talk.nabble.com> References: <30600856.post@talk.nabble.com> Message-ID: Hi, SELECT SUM(TimeWorked) FROM Transactions WHERE ObjectId = AND ObjectType = 'RT::Ticket' AND Created BETWEEN AND ; On Thu, Jan 6, 2011 at 1:45 AM, tarminuscf wrote: > > Hi All, > > If I have a ticket that is 1 month old. How can I get the value of time > worked tallied up for only the last 7 days the ticket was worked on? > > So if the ticket has a grand total of 200 minutes on the 1 month old ticket. > But the last 7 days only have a cumulative 60 minutes worked. The value > I would be looking for is that 60 minutes. > > Anyone have insights on how I can get that value by means of RT reporting > or direct DB query? > > thanks, > tar > -- > View this message in context: http://old.nabble.com/time-worked---within-a-certain-time-period-tp30600856p30600856.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -- Best regards, Ruslan. From stuart.browne at ausregistry.com.au Wed Jan 5 19:28:45 2011 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Thu, 6 Jan 2011 11:28:45 +1100 Subject: [rt-users] time worked - within a certain time period In-Reply-To: References: <30600856.post@talk.nabble.com> Message-ID: <8CEF048B9EC83748B1517DC64EA130FB43EF577901@off-win2003-01.ausregistrygroup.local> Doesn't that miss if someone just changes the TimeWorked value on the Basic tab of the ticket? I use (in MySQL SQL): SUM(IF(Field = 'TimeWorked', NewValue - OldValue, TimeTaken)) as TimeWorked > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Ruslan Zakirov > Sent: Thursday, 6 January 2011 11:13 AM > To: tarminuscf > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] time worked - within a certain time period > > Hi, > > SELECT SUM(TimeWorked) FROM Transactions WHERE ObjectId = > AND ObjectType = 'RT::Ticket' AND Created BETWEEN AND > ; > > On Thu, Jan 6, 2011 at 1:45 AM, tarminuscf wrote: > > > > Hi All, > > > > If I have a ticket that is 1 month old. How can I get the value of time > > worked tallied up for only the last 7 days the ticket was worked on? > > > > So if the ticket has a grand total of 200 minutes on the 1 month old > ticket. > > But the last 7 days only have a cumulative 60 minutes worked. The value > > I would be looking for is that 60 minutes. > > > > Anyone have insights on how I can get that value by means of RT > reporting > > or direct DB query? From tarminuscf at gmail.com Wed Jan 5 19:30:42 2011 From: tarminuscf at gmail.com (Andy Lee) Date: Wed, 5 Jan 2011 16:30:42 -0800 Subject: [rt-users] time worked - within a certain time period In-Reply-To: References: <30600856.post@talk.nabble.com> Message-ID: Thanks Ruslan/Stuart, I haven't given your query a shot but I believe i've found a solution that was already developed by Fran F. : http://requesttracker.wikia.com/wiki/TimeWorkedReport Thanks all! Regards, tar On Wed, Jan 5, 2011 at 4:13 PM, Ruslan Zakirov wrote: > Hi, > > SELECT SUM(TimeWorked) FROM Transactions WHERE ObjectId = > AND ObjectType = 'RT::Ticket' AND Created BETWEEN AND > ; > > On Thu, Jan 6, 2011 at 1:45 AM, tarminuscf wrote: > > > > Hi All, > > > > If I have a ticket that is 1 month old. How can I get the value of time > > worked tallied up for only the last 7 days the ticket was worked on? > > > > So if the ticket has a grand total of 200 minutes on the 1 month old > ticket. > > But the last 7 days only have a cumulative 60 minutes worked. The value > > I would be looking for is that 60 minutes. > > > > Anyone have insights on how I can get that value by means of RT reporting > > or direct DB query? > > > > thanks, > > tar > > -- > > View this message in context: > http://old.nabble.com/time-worked---within-a-certain-time-period-tp30600856p30600856.html > > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > > > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From georgi-georgiev-bestpractical at japannext.co.jp Wed Jan 5 23:50:19 2011 From: georgi-georgiev-bestpractical at japannext.co.jp (Georgi Georgiev) Date: Thu, 6 Jan 2011 13:50:19 +0900 Subject: [rt-users] Custom field queries are very slow after 3.8.8 upgrade (from 3.6.10) In-Reply-To: <20110105141410.GF2546@aart.is.rice.edu> References: <20110105103137.GJ2994@jnext-0013.corp.japannext.co.jp> <20110105141410.GF2546@aart.is.rice.edu> Message-ID: <20110106045019.GL2994@jnext-0013.corp.japannext.co.jp> Quoting Kenneth Marshall at 05/01/2011-08:14:10(-0600): > On Wed, Jan 05, 2011 at 07:31:37PM +0900, Georgi Georgiev wrote: > > I am looking for some advice on how to speed up some queries using > > custom fields that got unusably slow after an upgrade from the RT 3.6 series > > to 3.8. > > > > We are currently running RT 3.6.10 on CentOS 5.5 with a postgresql > > back end (used to be PgSQL 8.1 but we upgraded to 8.4 when CentOS 5.5 > > came out). The RT package is from EPEL and everything is fine. > > > > When trying to upgrade to RT 3.8.8 some of our saved queries using > > custom fields get very, *very* slow. I tried this twelve months ago with > > RT 3.8.7 on CentOS 5.x and PgSQL 8.1 (whatever was "current" then), and > > also again today, on RHEL6 with PgSQL 8.4. > > > > The problematic queries look something like this: > > > > Queue = 'somequeue' AND Status = 'stalled' AND ( > > 'CF.{MyCF}' = 'value1' OR > > 'CF.{MyCF}' = 'value2' OR > > 'CF.{MyCF}' = 'value3' OR > > 'CF.{MyCF}' = 'value4' OR > > 'CF.{MyCF}' = 'value5' OR > > 'CF.{MyCF}' = 'value6' OR > > 'CF.{MyCF}' = 'value7' ) > > > > where the listed values are 3-4 characters long and their number varies. > > > > After the ugprade, and with logging of slow queries enabled, I saw these > > numbers for queries with 5, 6, 7, and 8 OR statements for the custom > > field in the postgresql logs: > > - query for 5 possible CF values - 0.6 seconds > > - query for 6 possible CF values - 6 seconds > > - query for 7 possible CF values - 65 seconds > > - query for 8 possible CF values - 681 seconds > > > > In comparison, the corresponding query in RT 3.6 executes in less than 2 > > milliseconds. > > > > One thing I noticed is that the SQL that is generated by RT 3.6 and 3.8 > > is substantially different. > > > > In 3.6 there is a single SELECT on the ObjectCustomFieldValues table, so > > the generated SQL looks like this: > > > > SELECT DISTINCT main.* > > FROM Tickets main > > JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 > > ON ( ObjectCustomFieldValues_1.CustomField = '1' ) > > AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) > > AND ( ObjectCustomFieldValues_1.Disabled = '0' ) > > AND ( ObjectCustomFieldValues_1.ObjectId = main.id ) > > WHERE (main.Status != 'deleted') > > AND (main.Queue = '11' AND main.Status = 'stalled' AND > > ( > > ( ( ObjectCustomFieldValues_1.Content = 'value1' ) ) > > OR ( ( ObjectCustomFieldValues_1.Content = 'value2' ) ) > > ... > > ) > > ) > > AND (main.Type = 'ticket') > > AND (main.EffectiveId = main.id) > > ORDER BY main.id ASC > > > > In RT 3.8.8 the generated SQL looks like this: > > > > SELECT DISTINCT main.* > > FROM Tickets main > > LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 > > ON ( ObjectCustomFieldValues_1.CustomField = '1' ) > > AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) > > AND ( ObjectCustomFieldValues_1.Disabled = '0' ) > > AND ( ObjectCustomFieldValues_1.ObjectId = main.id ) > > LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_2 > > ON ( ObjectCustomFieldValues_2.CustomField = '1' ) > > AND ( ObjectCustomFieldValues_2.ObjectType = 'RT::Ticket' ) > > AND ( ObjectCustomFieldValues_2.Disabled = '0' ) > > AND ( ObjectCustomFieldValues_2.ObjectId = main.id ) > > .... > > WHERE (main.Status != 'deleted') > > AND ( > > main.Queue = '11' AND main.Status = 'stalled' AND > > ( > > ( ( ( ObjectCustomFieldValues_1.Content = 'value1' ) ) ) > > OR ( ( ( ObjectCustomFieldValues_2.Content = 'value2' ) ) ) > > .... > > ) > > ) > > AND (main.Type = 'ticket') > > AND (main.EffectiveId = main.id) > > ORDER BY main.id ASC > > > > I ran the queries through "explain analyze" and tried disabling nested > > loops, then disabling hash joins (I tried disabling whatever the planner > > was trying to use hoping it will try something else that is faster) but > > the query speed did not change considerably. > > > > Our database is not that big and can easily fit in the memory of the > > machine (400MB filesize), and we have less than 6000 tickets total. The > > queries I tried out return only a total of 4 to 5 tickets in the end. The > > custom field that I am referring to above is a mandatory field so it is > > assigned for almost all tickets, and with multiple values most of the > > time. > > > > Any advice? > > > > Hi Georgi, > > What are your postgresql.conf parameters? > > What are the EXPLAIN ANALYZE results for the fast query (3.6.x) and > the slow (3.8.8) query? That should also point out where an index may > help. Thanks for the pointers, Kenneth. We actually haven't touched postgresql.conf at all. The defaults have worked fine for our small postgresql installation thus far and I just didn't know where I should look next - in RT or postgres. Here is our postgresql.conf (it's the default one on the distro) and it is identical on RHEL6 and CentOS 5.5. max_connections = 100 shared_buffers = 32MB logging_collector = on log_directory = 'pg_log' log_filename = 'postgresql-%a.log' log_truncate_on_rotation = on log_rotation_age = 1d log_rotation_size = 0 datestyle = 'iso, mdy' lc_messages = 'en_US.UTF-8' lc_monetary = 'en_US.UTF-8' lc_numeric = 'en_US.UTF-8' lc_time = 'en_US.UTF-8' default_text_search_config = 'pg_catalog.english' I am also attaching the results and the query that I ran. This time I used bogus values (literally "value1", "value2") and the query ran much faster, but still not fast enough - 7 seconds for 7 values (going up to 45 seconds for 8 bogus values). It seems that indexes are indeed being used where appropriate. Am I missing something obvious? -- / Georgi Georgiev / Never make anything simple and efficient / \ Sysadmin Head \ when a way can be found to make it complex \ / -SBI Japannext- / and wonderful. / -------------- next part -------------- explain analyze SELECT DISTINCT main.* FROM Tickets main JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ( ObjectCustomFieldValues_1.CustomField = '1' ) AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_1.Disabled = '0' ) AND ( ObjectCustomFieldValues_1.ObjectId = main.id ) WHERE (main.Status != 'deleted') AND ( main.Queue = '11' AND main.Status = 'stalled' AND ( ( ( ObjectCustomFieldValues_1.Content = 'value1' ) ) OR ( ( ObjectCustomFieldValues_1.Content = 'value2' ) ) OR ( ( ObjectCustomFieldValues_1.Content = 'value3' ) ) OR ( ( ObjectCustomFieldValues_1.Content = 'value4' ) ) OR ( ( ObjectCustomFieldValues_1.Content = 'value5' ) ) OR ( ( ObjectCustomFieldValues_1.Content = 'value6' ) ) OR ( ( ObjectCustomFieldValues_1.Content = 'value7' ) ) ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ORDER BY main.id ASC; QUERY PLAN ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Unique (cost=131.42..131.48 rows=1 width=176) (actual time=3.708..3.708 rows=0 loops=1) -> Sort (cost=131.42..131.42 rows=1 width=176) (actual time=3.707..3.707 rows=0 loops=1) Sort Key: main.effectiveid, main.issuestatement, main.resolution, main.owner, main.subject, main.initialpriority, main.finalpriority, main.priority, main.timeestimated, main.timeworked, main.timeleft, main.told, main.starts, main.started, main.due, main.resolved, main.lastupdatedby, main.lastupdated, main.creator, main.created, main.disabled Sort Method: quicksort Memory: 25kB -> Nested Loop (cost=4.84..131.41 rows=1 width=176) (actual time=3.565..3.565 rows=0 loops=1) -> Bitmap Heap Scan on tickets main (cost=4.84..123.09 rows=1 width=176) (actual time=0.399..0.997 rows=45 loops=1) Recheck Cond: ((queue = 11) AND ((status)::text = 'stalled'::text)) Filter: ((effectiveid = id) AND ((type)::text = 'ticket'::text)) -> Bitmap Index Scan on tickets1 (cost=0.00..4.84 rows=59 width=0) (actual time=0.233..0.233 rows=45 loops=1) Index Cond: ((queue = 11) AND ((status)::text = 'stalled'::text)) -> Index Scan using objectcustomfieldvalues2 on objectcustomfieldvalues objectcustomfieldvalues_1 (cost=0.00..8.30 rows=1 width=4) (actual time=0.055..0.055 rows=0 loops=45) Index Cond: ((objectcustomfieldvalues_1.customfield = 1) AND ((objectcustomfieldvalues_1.objecttype)::text = 'RT::Ticket'::text) AND (objectcustomfieldvalues_1.objectid = main.effectiveid)) Filter: ((objectcustomfieldvalues_1.disabled = 0) AND (((objectcustomfieldvalues_1.content)::text = 'value1'::text) OR ((objectcustomfieldvalues_1.content)::text = 'value2'::text) OR ((objectcustomfieldvalues_1.content)::text = 'value3'::text) OR ((objectcustomfieldvalues_1.content)::text = 'value4'::text) OR ((objectcustomfieldvalues_1.content)::text = 'value5'::text) OR ((objectcustomfieldvalues_1.content)::text = 'value6'::text) OR ((objectcustomfieldvalues_1.content)::text = 'value7'::text))) Total runtime: 4.472 ms (14 rows) -------------- next part -------------- explain analyze SELECT DISTINCT main.* FROM Tickets main LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_1.Disabled = '0' ) AND ( ObjectCustomFieldValues_1.CustomField = '1' ) AND ( ObjectCustomFieldValues_1.ObjectId = main.id ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_2 ON ( ObjectCustomFieldValues_2.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_2.Disabled = '0' ) AND ( ObjectCustomFieldValues_2.CustomField = '1' ) AND ( ObjectCustomFieldValues_2.ObjectId = main.id ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3 ON ( ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_3.Disabled = '0' ) AND ( ObjectCustomFieldValues_3.CustomField = '1' ) AND ( ObjectCustomFieldValues_3.ObjectId = main.id ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_4 ON ( ObjectCustomFieldValues_4.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_4.Disabled = '0' ) AND ( ObjectCustomFieldValues_4.CustomField = '1' ) AND ( ObjectCustomFieldValues_4.ObjectId = main.id ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_5 ON ( ObjectCustomFieldValues_5.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_5.Disabled = '0' ) AND ( ObjectCustomFieldValues_5.CustomField = '1' ) AND ( ObjectCustomFieldValues_5.ObjectId = main.id ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_6 ON ( ObjectCustomFieldValues_6.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_6.Disabled = '0' ) AND ( ObjectCustomFieldValues_6.CustomField = '1' ) AND ( ObjectCustomFieldValues_6.ObjectId = main.id ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_7 ON ( ObjectCustomFieldValues_7.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_7.Disabled = '0' ) AND ( ObjectCustomFieldValues_7.CustomField = '1' ) AND ( ObjectCustomFieldValues_7.ObjectId = main.id ) WHERE (main.Status != 'deleted') AND ( main.Queue = '11' AND main.Status = 'stalled' AND ( ( ( ( ObjectCustomFieldValues_1.Content = 'value1' ) ) ) OR ( ( ( ObjectCustomFieldValues_2.Content = 'value2' ) ) ) OR ( ( ( ObjectCustomFieldValues_3.Content = 'value3' ) ) ) OR ( ( ( ObjectCustomFieldValues_4.Content = 'value4' ) ) ) OR ( ( ( ObjectCustomFieldValues_5.Content = 'value5' ) ) ) OR ( ( ( ObjectCustomFieldValues_6.Content = 'value6' ) ) ) OR ( ( ( ObjectCustomFieldValues_7.Content = 'value7' ) ) ) ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ORDER BY main.id ASC ; QUERY PLAN -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Unique (cost=181.19..181.26 rows=1 width=176) (actual time=7064.367..7064.367 rows=0 loops=1) -> Sort (cost=181.19..181.20 rows=1 width=176) (actual time=7064.365..7064.365 rows=0 loops=1) Sort Key: main.effectiveid, main.issuestatement, main.resolution, main.owner, main.subject, main.initialpriority, main.finalpriority, main.priority, main.timeestimated, main.timeworked, main.timeleft, main.told, main.starts, main.started, main.due, main.resolved, main.lastupdatedby, main.lastupdated, main.creator, main.created, main.disabled Sort Method: quicksort Memory: 25kB -> Nested Loop Left Join (cost=4.84..181.18 rows=1 width=176) (actual time=7064.225..7064.225 rows=0 loops=1) Filter: (((objectcustomfieldvalues_1.content)::text = 'value1'::text) OR ((objectcustomfieldvalues_2.content)::text = 'value2'::text) OR ((objectcustomfieldvalues_3.content)::text = 'value3'::text) OR ((objectcustomfieldvalues_4.content)::text = 'value4'::text) OR ((objectcustomfieldvalues_5.content)::text = 'value5'::text) OR ((objectcustomfieldvalues_6.content)::text = 'value6'::text) OR ((objectcustomfieldvalues_7.content)::text = 'value7'::text)) -> Nested Loop Left Join (cost=4.84..172.87 rows=1 width=218) (actual time=0.731..1190.894 rows=278182 loops=1) -> Nested Loop Left Join (cost=4.84..164.57 rows=1 width=211) (actual time=0.692..212.242 rows=45726 loops=1) -> Nested Loop Left Join (cost=4.84..156.28 rows=1 width=204) (actual time=0.652..42.895 rows=7870 loops=1) -> Nested Loop Left Join (cost=4.84..147.98 rows=1 width=197) (actual time=0.614..11.384 rows=1470 loops=1) -> Nested Loop Left Join (cost=4.84..139.68 rows=1 width=190) (actual time=0.572..4.673 rows=322 loops=1) -> Nested Loop Left Join (cost=4.84..131.39 rows=1 width=183) (actual time=0.533..2.707 rows=96 loops=1) -> Bitmap Heap Scan on tickets main (cost=4.84..123.09 rows=1 width=176) (actual time=0.410..0.891 rows=45 loops=1) Recheck Cond: ((queue = 11) AND ((status)::text = 'stalled'::text)) Filter: ((effectiveid = id) AND ((type)::text = 'ticket'::text)) -> Bitmap Index Scan on tickets1 (cost=0.00..4.84 rows=59 width=0) (actual time=0.371..0.371 rows=45 loops=1) Index Cond: ((queue = 11) AND ((status)::text = 'stalled'::text)) -> Index Scan using objectcustomfieldvalues2 on objectcustomfieldvalues objectcustomfieldvalues_7 (cost=0.00..8.28 rows=1 width=11) (actual time=0.036..0.037 rows=2 loops=45) Index Cond: ((objectcustomfieldvalues_7.customfield = 1) AND ((objectcustomfieldvalues_7.objecttype)::text = 'RT::Ticket'::text) AND (objectcustomfieldvalues_7.objectid = main.id)) Filter: (objectcustomfieldvalues_7.disabled = 0) -> Index Scan using objectcustomfieldvalues2 on objectcustomfieldvalues objectcustomfieldvalues_6 (cost=0.00..8.28 rows=1 width=11) (actual time=0.016..0.018 rows=3 loops=96) Index Cond: ((objectcustomfieldvalues_6.customfield = 1) AND ((objectcustomfieldvalues_6.objecttype)::text = 'RT::Ticket'::text) AND (objectcustomfieldvalues_6.objectid = main.id)) Filter: (objectcustomfieldvalues_6.disabled = 0) -> Index Scan using objectcustomfieldvalues2 on objectcustomfieldvalues objectcustomfieldvalues_5 (cost=0.00..8.28 rows=1 width=11) (actual time=0.015..0.017 rows=5 loops=322) Index Cond: ((objectcustomfieldvalues_5.customfield = 1) AND ((objectcustomfieldvalues_5.objecttype)::text = 'RT::Ticket'::text) AND (objectcustomfieldvalues_5.objectid = main.id)) Filter: (objectcustomfieldvalues_5.disabled = 0) -> Index Scan using objectcustomfieldvalues2 on objectcustomfieldvalues objectcustomfieldvalues_4 (cost=0.00..8.28 rows=1 width=11) (actual time=0.014..0.018 rows=5 loops=1470) Index Cond: ((objectcustomfieldvalues_4.customfield = 1) AND ((objectcustomfieldvalues_4.objecttype)::text = 'RT::Ticket'::text) AND (objectcustomfieldvalues_4.objectid = main.id)) Filter: (objectcustomfieldvalues_4.disabled = 0) -> Index Scan using objectcustomfieldvalues2 on objectcustomfieldvalues objectcustomfieldvalues_3 (cost=0.00..8.28 rows=1 width=11) (actual time=0.014..0.017 rows=6 loops=7870) Index Cond: ((objectcustomfieldvalues_3.customfield = 1) AND ((objectcustomfieldvalues_3.objecttype)::text = 'RT::Ticket'::text) AND (objectcustomfieldvalues_3.objectid = main.id)) Filter: (objectcustomfieldvalues_3.disabled = 0) -> Index Scan using objectcustomfieldvalues2 on objectcustomfieldvalues objectcustomfieldvalues_2 (cost=0.00..8.28 rows=1 width=11) (actual time=0.014..0.017 rows=6 loops=45726) Index Cond: ((objectcustomfieldvalues_2.customfield = 1) AND ((objectcustomfieldvalues_2.objecttype)::text = 'RT::Ticket'::text) AND (objectcustomfieldvalues_2.objectid = main.id)) Filter: (objectcustomfieldvalues_2.disabled = 0) -> Index Scan using objectcustomfieldvalues2 on objectcustomfieldvalues objectcustomfieldvalues_1 (cost=0.00..8.28 rows=1 width=11) (actual time=0.014..0.017 rows=6 loops=278182) Index Cond: ((objectcustomfieldvalues_1.customfield = 1) AND ((objectcustomfieldvalues_1.objecttype)::text = 'RT::Ticket'::text) AND (objectcustomfieldvalues_1.objectid = main.id)) Filter: (objectcustomfieldvalues_1.disabled = 0) Total runtime: 7065.859 ms (39 rows) From D.Obando at ehapa.de Thu Jan 6 03:01:48 2011 From: D.Obando at ehapa.de (Obando, David DE - EV) Date: Thu, 6 Jan 2011 09:01:48 +0100 Subject: [rt-users] Browser (Firefox) does not save username and passwords In-Reply-To: <20110105140523.GL2537@easter-eggs.com> References: <81D141237A54374E9E79CF14F96612A302971DD2@TXLEVD1-XCH03.ev.egmont.com> <20110105140523.GL2537@easter-eggs.com> Message-ID: <81D141237A54374E9E79CF14F96612A302971E31@TXLEVD1-XCH03.ev.egmont.com> Hi, I'm running rt in dev mode (Set($DevelMode, '1');) for setting it up, so cache is not used anyway... -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Emmanuel Lacour Gesendet: Mittwoch, 5. Januar 2011 15:05 An: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Browser (Firefox) does not save username and passwords On Wed, Jan 05, 2011 at 02:17:49PM +0100, Obando, David DE - EV wrote: > I already change the code (Elements/Login) and removed the > autocomplete="off" parameter, but browser behaviour does not change. > > Any ideas? > did you cleaned-up the mason cache? rm -rf ...../rt/var/mason_data/obj then restart your web server. From ktm at rice.edu Thu Jan 6 08:56:06 2011 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 6 Jan 2011 07:56:06 -0600 Subject: [rt-users] Custom field queries are very slow after 3.8.8 upgrade (from 3.6.10) In-Reply-To: <20110106045019.GL2994@jnext-0013.corp.japannext.co.jp> References: <20110105103137.GJ2994@jnext-0013.corp.japannext.co.jp> <20110105141410.GF2546@aart.is.rice.edu> <20110106045019.GL2994@jnext-0013.corp.japannext.co.jp> Message-ID: <20110106135606.GB5474@aart.is.rice.edu> On Thu, Jan 06, 2011 at 01:50:19PM +0900, Georgi Georgiev wrote: > Quoting Kenneth Marshall at 05/01/2011-08:14:10(-0600): > > On Wed, Jan 05, 2011 at 07:31:37PM +0900, Georgi Georgiev wrote: > > > I am looking for some advice on how to speed up some queries using > > > custom fields that got unusably slow after an upgrade from the RT 3.6 series > > > to 3.8. > > > > > > We are currently running RT 3.6.10 on CentOS 5.5 with a postgresql > > > back end (used to be PgSQL 8.1 but we upgraded to 8.4 when CentOS 5.5 > > > came out). The RT package is from EPEL and everything is fine. > > > > > > When trying to upgrade to RT 3.8.8 some of our saved queries using > > > custom fields get very, *very* slow. I tried this twelve months ago with > > > RT 3.8.7 on CentOS 5.x and PgSQL 8.1 (whatever was "current" then), and > > > also again today, on RHEL6 with PgSQL 8.4. > > > > > > The problematic queries look something like this: > > > > > > Queue = 'somequeue' AND Status = 'stalled' AND ( > > > 'CF.{MyCF}' = 'value1' OR > > > 'CF.{MyCF}' = 'value2' OR > > > 'CF.{MyCF}' = 'value3' OR > > > 'CF.{MyCF}' = 'value4' OR > > > 'CF.{MyCF}' = 'value5' OR > > > 'CF.{MyCF}' = 'value6' OR > > > 'CF.{MyCF}' = 'value7' ) > > > > > > where the listed values are 3-4 characters long and their number varies. > > > > > > After the ugprade, and with logging of slow queries enabled, I saw these > > > numbers for queries with 5, 6, 7, and 8 OR statements for the custom > > > field in the postgresql logs: > > > - query for 5 possible CF values - 0.6 seconds > > > - query for 6 possible CF values - 6 seconds > > > - query for 7 possible CF values - 65 seconds > > > - query for 8 possible CF values - 681 seconds > > > > > > In comparison, the corresponding query in RT 3.6 executes in less than 2 > > > milliseconds. > > > > > > One thing I noticed is that the SQL that is generated by RT 3.6 and 3.8 > > > is substantially different. > > > > > > In 3.6 there is a single SELECT on the ObjectCustomFieldValues table, so > > > the generated SQL looks like this: > > > > > > SELECT DISTINCT main.* > > > FROM Tickets main > > > JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 > > > ON ( ObjectCustomFieldValues_1.CustomField = '1' ) > > > AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) > > > AND ( ObjectCustomFieldValues_1.Disabled = '0' ) > > > AND ( ObjectCustomFieldValues_1.ObjectId = main.id ) > > > WHERE (main.Status != 'deleted') > > > AND (main.Queue = '11' AND main.Status = 'stalled' AND > > > ( > > > ( ( ObjectCustomFieldValues_1.Content = 'value1' ) ) > > > OR ( ( ObjectCustomFieldValues_1.Content = 'value2' ) ) > > > ... > > > ) > > > ) > > > AND (main.Type = 'ticket') > > > AND (main.EffectiveId = main.id) > > > ORDER BY main.id ASC > > > > > > In RT 3.8.8 the generated SQL looks like this: > > > > > > SELECT DISTINCT main.* > > > FROM Tickets main > > > LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 > > > ON ( ObjectCustomFieldValues_1.CustomField = '1' ) > > > AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) > > > AND ( ObjectCustomFieldValues_1.Disabled = '0' ) > > > AND ( ObjectCustomFieldValues_1.ObjectId = main.id ) > > > LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_2 > > > ON ( ObjectCustomFieldValues_2.CustomField = '1' ) > > > AND ( ObjectCustomFieldValues_2.ObjectType = 'RT::Ticket' ) > > > AND ( ObjectCustomFieldValues_2.Disabled = '0' ) > > > AND ( ObjectCustomFieldValues_2.ObjectId = main.id ) > > > .... > > > WHERE (main.Status != 'deleted') > > > AND ( > > > main.Queue = '11' AND main.Status = 'stalled' AND > > > ( > > > ( ( ( ObjectCustomFieldValues_1.Content = 'value1' ) ) ) > > > OR ( ( ( ObjectCustomFieldValues_2.Content = 'value2' ) ) ) > > > .... > > > ) > > > ) > > > AND (main.Type = 'ticket') > > > AND (main.EffectiveId = main.id) > > > ORDER BY main.id ASC > > > > > > I ran the queries through "explain analyze" and tried disabling nested > > > loops, then disabling hash joins (I tried disabling whatever the planner > > > was trying to use hoping it will try something else that is faster) but > > > the query speed did not change considerably. > > > > > > Our database is not that big and can easily fit in the memory of the > > > machine (400MB filesize), and we have less than 6000 tickets total. The > > > queries I tried out return only a total of 4 to 5 tickets in the end. The > > > custom field that I am referring to above is a mandatory field so it is > > > assigned for almost all tickets, and with multiple values most of the > > > time. > > > > > > Any advice? > > > > > > > Hi Georgi, > > > > What are your postgresql.conf parameters? > > > > What are the EXPLAIN ANALYZE results for the fast query (3.6.x) and > > the slow (3.8.8) query? That should also point out where an index may > > help. > > Thanks for the pointers, Kenneth. > > We actually haven't touched postgresql.conf at all. The defaults have > worked fine for our small postgresql installation thus far and I just > didn't know where I should look next - in RT or postgres. Here is our > postgresql.conf (it's the default one on the distro) and it is identical > on RHEL6 and CentOS 5.5. > > max_connections = 100 > shared_buffers = 32MB > logging_collector = on > log_directory = 'pg_log' > log_filename = 'postgresql-%a.log' > log_truncate_on_rotation = on > log_rotation_age = 1d > log_rotation_size = 0 > datestyle = 'iso, mdy' > lc_messages = 'en_US.UTF-8' > lc_monetary = 'en_US.UTF-8' > lc_numeric = 'en_US.UTF-8' > lc_time = 'en_US.UTF-8' > default_text_search_config = 'pg_catalog.english' > > I am also attaching the results and the query that I ran. This time I > used bogus values (literally "value1", "value2") and the query ran much > faster, but still not fast enough - 7 seconds for 7 values (going up to > 45 seconds for 8 bogus values). It seems that indexes are indeed being > used where appropriate. > > Am I missing something obvious? > Hi Georgi, The default parameters for PostgreSQL are VERY conservative to allow it to run even on systems with minimal resources. I did not see any details of your system memory configuration, but you could set shared_buffers a little higher. Also, for a mainly memory resident DB you should make the random_page_cost closer to the seq_page_cost and for a fully memory resident DB both to something like 0.1. You need to set your effective_cache_size to about 2/3 of your systems memory. Finally, in order to take advantage of more hash join options you should bump your work_mem from the default 1MB to more based on the amount of system memory you have. We set it to 128MB on an 8GB system, but even 32MB or 64MB can really help. This is what you need to set: shared_buffers = 64MB # or 128MB if you have the memory work_mem = 16MB # or higher effective_cache_size = 3GB # for a 4GB system or system-memory * 2/3 random_page_cost = 0.1 # for fully cached DB use 2 for less cached seq_page_cost = 0.1 # for fully cached DB use 1 for less cached These changes should allow you to take much better advantage of your systems memory. Regards, Ken From falcone at bestpractical.com Thu Jan 6 10:38:57 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 6 Jan 2011 10:38:57 -0500 Subject: [rt-users] RTx::Calendar Not Displaying In-Reply-To: <20110105090944.18591roia7szkan4@webmail.oregonstate.edu> References: <20110104221823.GV65759@jibsheet.com> <20110105090944.18591roia7szkan4@webmail.oregonstate.edu> Message-ID: <20110106153857.GY65759@jibsheet.com> On Wed, Jan 05, 2011 at 09:09:44AM -0800, Lee Hughes wrote: > MyCalendar is included in $HomepageComponents (below) but nothing > related to Calendar appears on the homepage. In fact, if I comment > out the $HomepageComponents line completely and restart the web > server, the homepage still looks the same, even if I clear my > browser cache. How could that be? Just adding it to HomepageComponents doesn't make it show up on your homepage, it makes it available. You need to click on Preferences -> RT at a Glance -kevin > I have the ExternalAuth plugin configured in the same > RT_SiteConfig.pm file (below) and it is working fine. > > Search on "Calendar" and "calendar" shows no results. > > Are there any screenshots of what the Calendar links/pages should look like? > > Is it possible to insert debug statements somewhere to verify that > the Calendar plugin is actually getting called? > > Thanks very much for the help. > > Lee > > >Date: Tue, 4 Jan 2011 17:18:23 -0500 > >From: Kevin Falcone > >To: rt-users at lists.bestpractical.com > >Subject: Re: [rt-users] RTx::Calendar Not Displaying > >Message-ID: <20110104221823.GV65759 at jibsheet.com> > >Content-Type: text/plain; charset="us-ascii" > > > >On Tue, Jan 04, 2011 at 12:44:51PM -0800, Lee Hughes wrote: > >>I cleared the Mason cache but still don't see any Calendar links. > >>Where should I see links, and how would I go about enabling basic > >>tracing to see if the Calendar module is even being called? > > > >You didn't say where you looked for the calendars. > >Did you try editing your homepage to include the MyCalendar widget? > >Did you do a search and look for the calendar link? > > > >-kevin > > > >>>>I've installed and configured RTx::Calendar per the instructions and > >>>>restarted the web server but don't see any links to it anywhere. I have > >>>>syslogging set to debug but no errors are logged. > >>>> > >>>>Here are the relevant settings from RT_SiteConfig.pm: > >>>> > >>>># Calendar Plugin > >>>>require '/usr/local/rt3/local/plugins/RTx-Calendar/lib/RTx/Calendar.pm'; > >>>>Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar > >>>>MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); > >>>> > >>>># enable all plugins > >>>>Set(@Plugins,qw( > >>>>RT::Authen::ExternalAuth > >>>>RTx::Calendar > >>>>)); > >>>> > >>>>Any ideas what I'm missing? > >>> > >>>Did you clear the Mason cache? > >>> > >>>rm -rf /usr/local/rt3/var/mason_data/obj/* > >>> > >>>See http://requesttracker.wikia.com/wiki/CleanMasonCache for details. > >>> -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jan 6 11:15:40 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 6 Jan 2011 11:15:40 -0500 Subject: [rt-users] attachment and This transaction appears to have no content In-Reply-To: References: Message-ID: <20110106161540.GZ65759@jibsheet.com> On Wed, Jan 05, 2011 at 10:48:21PM +0500, Rana Tanveer wrote: > I am using RT 3.8.7, my problem is when we send attachment it returns following message to > requesters of the tickets along with attachment. > > This transaction appears to have no content > and normal communication is fine, this happens only when any of the requester or AdminCC of > the queue send attachment, can someone please help regarding this issue as i am clueless > reading mailing lists. You really need to specify which Scrip is triggering this email and the template it is using -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jan 6 11:16:23 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 6 Jan 2011 11:16:23 -0500 Subject: [rt-users] Not the spell fckeditor when creating a ticket In-Reply-To: <1294226910.22281.22.camel@Dream.naxos-fr.net> References: <1294226910.22281.22.camel@Dream.naxos-fr.net> Message-ID: <20110106161623.GA65759@jibsheet.com> On Wed, Jan 05, 2011 at 12:28:30PM +0100, jose.fernandez at naxos-fr.net wrote: > when creating a ticket, the spell checker button is disabled fckeditor. How to enable this > button? RT doesn't actually ship the php spellchecker that fckeditor provides. We recommend that you use the spellchecker built into your browser. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jan 6 11:17:40 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 6 Jan 2011 11:17:40 -0500 Subject: [rt-users] RT-Authen-ExternalAuth and AD... In-Reply-To: References: Message-ID: <20110106161740.GB65759@jibsheet.com> On Wed, Jan 05, 2011 at 03:29:01PM -0600, Tollefsen, Lyle wrote: > We're running RT 3.8.8 and using RT-Authen-ExternalAuth 0.08 to authenticate against Active > Directory. Any new AD account I create can logon to RT, and have corresponding account created > in RT, if it is in the necessary security group, but older accounts, mine included, pass the > password test, but fail at the group membership test, and fail to logon. The RT account, > however, does get created. The log entries look like this... If you turn on debug logging, you should be able to see the query being run and you can run it manually from ldapsearch to see what is going wrong. -kevin > Jan 5 15:12:29 RT388 RT: AD_GROUP2 AUTH FAILED: my-name > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127) > > Jan 5 15:12:29 RT388 RT: FAILED LOGIN for my-name from 192.168.1.1 > (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424) > > > > As I said above, older accounts (3 years plus) which are members of the group being tested > fail to fully authenticate, while new accounts which are members of the same group, > authenticate properly. In fact, If I comment out the group test from RT_SiteConfig.pm, I can > logon to RT with my old account. > > > > I don't know if this is pertinent, but we upgraded to Exchange 2007 a few months back, and I > wonder if the AD schema changes could be affecting things? > > > > Lyle. > > -------------- 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 Thu Jan 6 11:38:57 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Thu, 06 Jan 2011 11:38:57 -0500 Subject: [rt-users] Disallow 'resolve' unless a CF is set? In-Reply-To: References: <4D24C061.3090407@kickflop.net> Message-ID: <4D25F021.2070702@kickflop.net> Jeff, Actually, yes, please do provide details if you would. One would also need to make mods to Modify.html as well, no? As far as I can tell Update.html called for the "Resolve" *link* but there are other ways to resolve a ticket. Jeff Blaine On 1/5/2011 4:33 PM, Jeff Stark wrote: > Because we only require the CF on resolve and at no other time I hacked the update page when status = resolved. > > I have seen others put scrips in place that set the status back to open but this didn't work for us, as we didn't want the ticket to appear to be resolved (submitted), we wanted to remain on the same page with the typical feedback. > > Would be really nice if there was a way to add logic like that to the CF. > > Good luck, and let me know if you need additional info on how I did this. > > Jeff Stark > Sr Saas Engineer > Moxie Software > (919)622-0418 > jstark at moxiesoft.com > Www.Moxiesoft.com > CONNECT PEOPLE. SHARE KNOWLEDGE. DELIVER RESULTS. > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff Blaine > Sent: Wednesday, January 05, 2011 2:03 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Disallow 'resolve' unless a CF is set? > > We need to reject 'resolve' actions unless a certain custom field is set to a value. > > Is there a known solution for this, or should I start hacking? > From sdn.oldnab at mailnull.com Thu Jan 6 11:39:37 2011 From: sdn.oldnab at mailnull.com (Sue D. Nymme) Date: Thu, 6 Jan 2011 08:39:37 -0800 (PST) Subject: [rt-users] Scrip modifies ticket, but downstream scrips don't see the updates In-Reply-To: References: <30599938.post@talk.nabble.com> Message-ID: <30605822.post@talk.nabble.com> Hot dig! Changing the second scrip to "TransactionBatch" did indeed work. Thank you! Now I just have to translate the new owner's id into their user name, and I'll be set. -- Sue Kenneth Crocker wrote: > > Sue, > > Try changing the stage to "TransactionBatch". Make sure your configuration > is set to use same. Then, you need to be sure the names of the scrips a > such > that an alphabetical execution of them will execute the scrip that assigns > the owners first. > > Kenn > LBNL > > On Wed, Jan 5, 2011 at 12:46 PM, Sue D. Nymme > wrote: > ... > -- View this message in context: http://old.nabble.com/Scrip-modifies-ticket%2C-but-downstream-scrips-don%27t-see-the-updates-tp30599938p30605822.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From hughesl at science.oregonstate.edu Thu Jan 6 12:16:07 2011 From: hughesl at science.oregonstate.edu (Lee Hughes) Date: Thu, 06 Jan 2011 09:16:07 -0800 Subject: [rt-users] RTx::Calendar Not Displaying In-Reply-To: References: Message-ID: <20110106091607.18755vb8aqtrxxxc@webmail.oregonstate.edu> Enabling MyCalendar under Preferences > RT at a Glance, and fixing missing file/directory permissions for the plugin, did the trick. Calendar now displays on RT at a Glance (Home) and Edit Query > Advanced > Calendar. Thanks very much for everyone's help. Lee >> MyCalendar is included in $HomepageComponents (below) but nothing >> related to Calendar appears on the homepage. In fact, if I comment >> out the $HomepageComponents line completely and restart the web >> server, the homepage still looks the same, even if I clear my >> browser cache. How could that be? > > Just adding it to HomepageComponents doesn't make it show up on your > homepage, it makes it available. You need to click on Preferences -> > RT at a Glance > > -kevin > >> I have the ExternalAuth plugin configured in the same >> RT_SiteConfig.pm file (below) and it is working fine. >> >> Search on "Calendar" and "calendar" shows no results. >> >> Are there any screenshots of what the Calendar links/pages should look like? >> >> Is it possible to insert debug statements somewhere to verify that >> the Calendar plugin is actually getting called? >> >> Thanks very much for the help. >> >> Lee >> >> >Date: Tue, 4 Jan 2011 17:18:23 -0500 >> >From: Kevin Falcone >> >To: rt-users at lists.bestpractical.com >> >Subject: Re: [rt-users] RTx::Calendar Not Displaying >> >Message-ID: <20110104221823.GV65759 at jibsheet.com> >> >Content-Type: text/plain; charset="us-ascii" >> > >> >On Tue, Jan 04, 2011 at 12:44:51PM -0800, Lee Hughes wrote: >> >>I cleared the Mason cache but still don't see any Calendar links. >> >>Where should I see links, and how would I go about enabling basic >> >>tracing to see if the Calendar module is even being called? >> > >> >You didn't say where you looked for the calendars. >> >Did you try editing your homepage to include the MyCalendar widget? >> >Did you do a search and look for the calendar link? >> > >> >-kevin >> > >> >>>>I've installed and configured RTx::Calendar per the instructions and >> >>>>restarted the web server but don't see any links to it anywhere. I have >> >>>>syslogging set to debug but no errors are logged. >> >>>> >> >>>>Here are the relevant settings from RT_SiteConfig.pm: >> >>>> >> >>>># Calendar Plugin >> >>>>require '/usr/local/rt3/local/plugins/RTx-Calendar/lib/RTx/Calendar.pm'; >> >>>>Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar >> >>>>MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); >> >>>> >> >>>># enable all plugins >> >>>>Set(@Plugins,qw( >> >>>>RT::Authen::ExternalAuth >> >>>>RTx::Calendar >> >>>>)); >> >>>> >> >>>>Any ideas what I'm missing? >> >>> >> >>>Did you clear the Mason cache? >> >>> >> >>>rm -rf /usr/local/rt3/var/mason_data/obj/* >> >>> >> >>>See http://requesttracker.wikia.com/wiki/CleanMasonCache for details. >> >>> From jblaine at kickflop.net Thu Jan 6 13:10:47 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Thu, 06 Jan 2011 13:10:47 -0500 Subject: [rt-users] Communicate a message to web UI from inside Scrip? Message-ID: <4D2605A7.4080103@kickflop.net> As part of my current solution (ongoing) to the "Don't allow resolve if a certain CF is not set" topic, I am resetting the ticket status back to "open" when I see that someone tried to resolve while the specific CF was not set. Unfortunately, even though my code set the status back to "open", the "BriefMessage" on the transaction still says that the status went from "open to resolved" ... yet the ticket shows properly *as open still*. Is there a way to queue one of these notices to the user from within my Scrip? ERROR: Cannot resolve without a value for BlahBlah. From ranatanveer at gmail.com Thu Jan 6 13:14:08 2011 From: ranatanveer at gmail.com (Rana Tanveer) Date: Thu, 6 Jan 2011 23:14:08 +0500 Subject: [rt-users] attachment and This transaction appears to have no content In-Reply-To: References: Message-ID: I am using Correspondence template and "On Correspond Notify Requestors and Ccs" scrip. ** Rana Tanveer -------------- next part -------------- An HTML attachment was scrubbed... URL: From kris_germann at 295.ca Thu Jan 6 13:26:20 2011 From: kris_germann at 295.ca (Kris Germann) Date: Thu, 6 Jan 2011 13:26:20 -0500 Subject: [rt-users] attachment and This transaction appears to have no content In-Reply-To: References: Message-ID: <014b01cbadcf$374b2c20$a5e18460$@ca> This is because it is only set up to 'notify' - Same thing here when I give a ticket to a user I receive (Notify) an email: Wed Dec 31 17:00:00 1969: Request TicketID was acted upon. Transaction: Given to User1 by User2 Queue: QueueName Subject: Subject Owner: User Requestors: Requestor Email Status: Status Ticket This transaction appears to have no content Or is this not what you are doing. Kris Germann Supervisor, Sales & Technical Support Fibernetics Corporation freephoneline.ca 605 Boxwood Drive Cambridge ON, N3E1A5 From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rana Tanveer Sent: Thursday, January 06, 2011 1:14 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] attachment and This transaction appears to have no content I am using Correspondence template and "On Correspond Notify Requestors and Ccs " scrip. Rana Tanveer -------------- next part -------------- An HTML attachment was scrubbed... URL: From kris_germann at 295.ca Thu Jan 6 13:31:47 2011 From: kris_germann at 295.ca (Kris Germann) Date: Thu, 6 Jan 2011 13:31:47 -0500 Subject: [rt-users] attachment and This transaction appears to have no content In-Reply-To: <014b01cbadcf$374b2c20$a5e18460$@ca> References: <014b01cbadcf$374b2c20$a5e18460$@ca> Message-ID: <017201cbadcf$faa27f20$efe77d60$@ca> Also make sure you have RT-Attach-Message: yes and {$Transaction->Content()} set. Kris Germann Supervisor, Sales & Technical Support Fibernetics Corporation freephoneline.ca 605 Boxwood Drive Cambridge ON, N3E1A5 From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kris Germann Sent: Thursday, January 06, 2011 1:26 PM To: 'Rana Tanveer'; rt-users at lists.bestpractical.com Subject: Re: [rt-users] attachment and This transaction appears to have no content This is because it is only set up to 'notify' - Same thing here when I give a ticket to a user I receive (Notify) an email: Wed Dec 31 17:00:00 1969: Request TicketID was acted upon. Transaction: Given to User1 by User2 Queue: QueueName Subject: Subject Owner: User Requestors: Requestor Email Status: Status Ticket This transaction appears to have no content Or is this not what you are doing. Kris Germann Supervisor, Sales & Technical Support Fibernetics Corporation freephoneline.ca 605 Boxwood Drive Cambridge ON, N3E1A5 From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rana Tanveer Sent: Thursday, January 06, 2011 1:14 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] attachment and This transaction appears to have no content I am using Correspondence template and "On Correspond Notify Requestors and Ccs " scrip. Rana Tanveer -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathieu at closetwork.org Thu Jan 6 13:32:22 2011 From: mathieu at closetwork.org (Mathieu Longtin) Date: Thu, 6 Jan 2011 13:32:22 -0500 Subject: [rt-users] Scrip modifies ticket, but downstream scrips don't see the updates In-Reply-To: <30605822.post@talk.nabble.com> References: <30599938.post@talk.nabble.com> <30605822.post@talk.nabble.com> Message-ID: There's also some actions, like Notify, that read their data in prepare, so any changes done in commit won't be seen. Been bitten. -- Mathieu Longtin 1-514-803-8977 On Thu, Jan 6, 2011 at 11:39 AM, Sue D. Nymme wrote: > > Hot dig! Changing the second scrip to "TransactionBatch" did indeed work. > Thank you! > > Now I just have to translate the new owner's id into their user name, and > I'll be set. > > -- Sue > > > > Kenneth Crocker wrote: > > > > Sue, > > > > Try changing the stage to "TransactionBatch". Make sure your > configuration > > is set to use same. Then, you need to be sure the names of the scrips a > > such > > that an alphabetical execution of them will execute the scrip that > assigns > > the owners first. > > > > Kenn > > LBNL > > > > On Wed, Jan 5, 2011 at 12:46 PM, Sue D. Nymme > > wrote: > > ... > > > > -- > View this message in context: > http://old.nabble.com/Scrip-modifies-ticket%2C-but-downstream-scrips-don%27t-see-the-updates-tp30599938p30605822.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ranatanveer at gmail.com Thu Jan 6 13:40:49 2011 From: ranatanveer at gmail.com (Rana Tanveer) Date: Thu, 6 Jan 2011 23:40:49 +0500 Subject: [rt-users] attachment and This transaction appears to have no content In-Reply-To: <017201cbadcf$faa27f20$efe77d60$@ca> References: <014b01cbadcf$374b2c20$a5e18460$@ca> <017201cbadcf$faa27f20$efe77d60$@ca> Message-ID: On Thu, Jan 6, 2011 at 11:31 PM, Kris Germann wrote: > Also make sure you have RT-Attach-Message: yes and > {$Transaction->Content()} set. > > > Yes same as below. Content-Type: text/html RT-Attach-Message: Yes {$Transaction->Content()} > > > This is because it is only set up to ?notify? ? Same thing here when I give > a ticket to a user I receive (Notify) an email: > > I am not doing this...it happens during normal correspondence when any of requestor send attachment. Wed Dec 31 17:00:00 1969: Request TicketID was acted upon. > > Transaction: Given to User1 by User2 > > Queue: QueueName > > Subject: Subject > > Owner: User > > Requestors: Requestor Email > > Status: Status > > Ticket > > > > > > This transaction appears to have no content > > > > Or is this not what you are doing? > Yes this is not i am doing. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jan 6 13:47:18 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 6 Jan 2011 13:47:18 -0500 Subject: [rt-users] Communicate a message to web UI from inside Scrip? In-Reply-To: <4D2605A7.4080103@kickflop.net> References: <4D2605A7.4080103@kickflop.net> Message-ID: <20110106184718.GC65759@jibsheet.com> On Thu, Jan 06, 2011 at 01:10:47PM -0500, Jeff Blaine wrote: > Is there a way to queue one of these notices to the user > from within my Scrip? > > ERROR: Cannot resolve without a value for BlahBlah. Unfortunately, no. -kevin -------------- 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 Thu Jan 6 14:00:24 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 6 Jan 2011 22:00:24 +0300 Subject: [rt-users] Communicate a message to web UI from inside Scrip? In-Reply-To: <4D2605A7.4080103@kickflop.net> References: <4D2605A7.4080103@kickflop.net> Message-ID: More user friendly way to go is to prevent action right in the ui. Look at mandatory subject extention as example. Regards, Ruslan. From phone. 06.01.2011 21:11 ???????????? "Jeff Blaine" ???????: > As part of my current solution (ongoing) to the "Don't allow > resolve if a certain CF is not set" topic, I am resetting > the ticket status back to "open" when I see that someone > tried to resolve while the specific CF was not set. > > Unfortunately, even though my code set the status back to > "open", the "BriefMessage" on the transaction still says > that the status went from "open to resolved" ... yet the > ticket shows properly *as open still*. > > Is there a way to queue one of these notices to the user > from within my Scrip? > > ERROR: Cannot resolve without a value for BlahBlah. -------------- next part -------------- An HTML attachment was scrubbed... URL: From naweedmohammed.ahmed at lexisnexis.com Thu Jan 6 14:04:41 2011 From: naweedmohammed.ahmed at lexisnexis.com (Ahmed, Mohammed Naweed (LNG-BCT)) Date: Thu, 6 Jan 2011 14:04:41 -0500 Subject: [rt-users] Copy Multiple value CF to the child ticket In-Reply-To: <8B590F2F6F36C0489A41B816231BF1BE0644A680@INFMAIL.na.choicepoint.net> References: <8B590F2F6F36C0489A41B816231BF1BE063AE623@INFMAIL.na.choicepoint.net><20110104220238.GT65759@jibsheet.com> <8B590F2F6F36C0489A41B816231BF1BE0644A680@INFMAIL.na.choicepoint.net> Message-ID: <8B590F2F6F36C0489A41B816231BF1BE0644AEA4@INFMAIL.na.choicepoint.net> I am using version 3.8.4 so CustomFieldValuesAsString is not available. I changed the template like this: CustomField-n: { my $separator = "\n"; my $CFValue = $Tickets{'TOP'}->CustomFieldValues(n); return join ($separator, grep { defined $_ } map { $_->Content } @{$CFValue->ItemsArrayRef}); } To get the values as strings but it still not working, Am I doing something wrong or is there any extension available for 'CustomFieldValuesAsString' method? Thanks N Ahmed -----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 5:03 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Copy Multiple value CF to the child ticket On Tue, Jan 04, 2011 at 03:19:45PM -0500, Ahmed, Mohammed Naweed (LNG-BCT) wrote: > I am creating a child ticket with some of the custom fields populated from the parent ticket. > I know that we can copy the values of the parent CF to the child CF by: > > > > CustomField-n: {$Tickets{'TOP'}->FirstCustomFieldValue('CF Name')} > > > > But, how to copy multiple-value CF to the child ticket? The above code is just populating the > first selected value. Given a new enough RT, CustomFieldValuesAsString will work -kevin ----------------------------------------- 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. From ruz at bestpractical.com Thu Jan 6 14:43:51 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 6 Jan 2011 22:43:51 +0300 Subject: [rt-users] attachment and This transaction appears to have no content In-Reply-To: References: Message-ID: Not clear who sends attachment and how (ui or mail). If message is empty and there is only an attachment then sure transaction has no content. Regards, Ruslan. From phone. 05.01.2011 20:57 ???????????? "Rana Tanveer" ???????: > Hi Community. > > I am using RT 3.8.7, my problem is when we send attachment it returns > following message to requesters of the tickets along with attachment. > > This transaction appears to have no content > > and normal communication is fine, this happens only when any of the > requester or AdminCC of the queue send attachment, can someone please help > regarding this issue as i am clueless reading mailing lists. > > > *LAHORE LIONS* > > Rana Tanveer -------------- next part -------------- An HTML attachment was scrubbed... URL: From chris-barnes at tamu.edu Thu Jan 6 14:42:08 2011 From: chris-barnes at tamu.edu (Chris Barnes) Date: Thu, 06 Jan 2011 13:42:08 -0600 Subject: [rt-users] Restoring data after a system crash Message-ID: <4D261B10.8000604@tamu.edu> Today we had a disk crash of my mysql server. After I restored the machine (from Dec 31), I then tried to restore the nightly backup of the mysql data itself. It *almost* worked. ... the backup of the data is done using mysqlhotcopy, tar the copy, then scp over to another computer. All but 1 of my tables seems to have restored. What I did was (1) copy the tar file to the restored server (2) untar the hotcopy into /tmp/restored (3) stop mysql, (4) copy the tables (directories) from /tmp/restored to /var/lib/mysql (5) restart mysql. All but 1 of the databases is now using the restored data. The database that did not restore is.... (the reason I am asking here) the RT database. For that 1 database, when I look at the contents I get the data from Dec 31 (not last night). Ideas? -- 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 LTollefsen at innovationplace.com Thu Jan 6 16:22:03 2011 From: LTollefsen at innovationplace.com (Tollefsen, Lyle) Date: Thu, 6 Jan 2011 15:22:03 -0600 Subject: [rt-users] RT-Authen-ExternalAuth and AD... In-Reply-To: <20110106161740.GB65759@jibsheet.com> References: <20110106161740.GB65759@jibsheet.com> Message-ID: Hi Kevin, Thanks for the reply. Your suggestions led to finding the problem, but not the fix. As I originally said, the username:password combo would work only if not testing for group membership, it would fail if it did test for membership. An ldapearch revealed that the sAMAccountName was fine, but, as the fullname in our AD is "Last, first", the CN would be returned as "Last\, First'. If we renamed the account to Last First, omitting the comma, authentication using group membership succeded. The comma is breaking something. Have you seen this before, and is a fix available? Thanks. Lyle Tollefsen Network Administrator Innovation Place 114 - 15 Innovation Blvd Saskatoon, Sk. S7N 2X8 (P) 306-933-7243 (F) 306.933.8200 ltollefsen at innovationplace.com www.innovationplace.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, January 06, 2011 10:18 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT-Authen-ExternalAuth and AD... On Wed, Jan 05, 2011 at 03:29:01PM -0600, Tollefsen, Lyle wrote: > We're running RT 3.8.8 and using RT-Authen-ExternalAuth 0.08 to authenticate against Active > Directory. Any new AD account I create can logon to RT, and have corresponding account created > in RT, if it is in the necessary security group, but older accounts, mine included, pass the > password test, but fail at the group membership test, and fail to logon. The RT account, > however, does get created. The log entries look like this... If you turn on debug logging, you should be able to see the query being run and you can run it manually from ldapsearch to see what is going wrong. -kevin > Jan 5 15:12:29 RT388 RT: AD_GROUP2 AUTH FAILED: my-name > > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalA > uth/LDAP.pm:127) > > Jan 5 15:12:29 RT388 RT: FAILED LOGIN for my-name from 192.168.1.1 > (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424) > > > > As I said above, older accounts (3 years plus) which are members of the group being tested > fail to fully authenticate, while new accounts which are members of the same group, > authenticate properly. In fact, If I comment out the group test from RT_SiteConfig.pm, I can > logon to RT with my old account. > > > > I don't know if this is pertinent, but we upgraded to Exchange 2007 a few months back, and I > wonder if the AD schema changes could be affecting things? > > > > Lyle. > > From sebsua at gmail.com Thu Jan 6 16:32:02 2011 From: sebsua at gmail.com (sebsua at gmail.com) Date: Thu, 6 Jan 2011 18:32:02 -0300 Subject: [rt-users] RT 4.0rc1 install error Message-ID: Hello, I'm installing a 4.0rc1 instance for test purposes. All steps when fine but when restarting apache i get this error: "Can't locate /opt/rt4/bin/webmux.pl in @INC (@INC contains: /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi" My apache setup is this (same as running 3.6: DocumentRoot /opt/rt4/share/html ErrorLog logs/rt PerlRequire /opt/rt4/bin/webmux.pl SetHandler default Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler RT::Mason Thanks! Seb.- From trs at bestpractical.com Thu Jan 6 16:34:34 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 06 Jan 2011 16:34:34 -0500 Subject: [rt-users] RT 4.0rc1 install error In-Reply-To: References: Message-ID: <4D26356A.2040902@bestpractical.com> On 06 Jan 2011 16:32, sebsua at gmail.com wrote: > Hello, I'm installing a 4.0rc1 instance for test purposes. > > All steps when fine but when restarting apache i get this error: > "Can't locate /opt/rt4/bin/webmux.pl in @INC (@INC contains: > /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi" Read the error message. That file doesn't exist anymore. You should read docs/web_deployment.pod and update your Apache config. Thomas From falcone at bestpractical.com Thu Jan 6 16:36:37 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 6 Jan 2011 16:36:37 -0500 Subject: [rt-users] RT 4.0rc1 install error In-Reply-To: References: Message-ID: <20110106213637.GD65759@jibsheet.com> On Thu, Jan 06, 2011 at 06:32:02PM -0300, sebsua at gmail.com wrote: > Hello, I'm installing a 4.0rc1 instance for test purposes. > > All steps when fine but when restarting apache i get this error: > "Can't locate /opt/rt4/bin/webmux.pl in @INC (@INC contains: > /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi" > > My apache setup is this (same as running 3.6: Please have a look through the README when upgrading. It points to the new deployment documentation. That is not a valid apache config for 4.0. -kevin > > DocumentRoot /opt/rt4/share/html > ErrorLog logs/rt > PerlRequire /opt/rt4/bin/webmux.pl > > SetHandler default > > > Order allow,deny > Allow from all > SetHandler perl-script > PerlResponseHandler RT::Mason > > > > Thanks! > Seb.- -------------- 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 Thu Jan 6 16:44:26 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Thu, 06 Jan 2011 16:44:26 -0500 Subject: [rt-users] Communicate a message to web UI from inside Scrip? In-Reply-To: References: <4D2605A7.4080103@kickflop.net> Message-ID: <4D2637BA.4040400@kickflop.net> On 1/6/2011 2:00 PM, Ruslan Zakirov wrote: > More user friendly way to go is to prevent action right in the ui. Look > at mandatory subject extention as example. I completely agree. Unfortunately it doesn't look very doable so far. Here's what I've got to say after 4 hours. "Mandatory Subject Extension" works because there's a clear hook (and flag, $skip_create) available in the callback calls. There are 2 places that we care about where resolving a ticket can happen: Update.html (via clicking the 'Resolve' action link) Modify.html (via clicking 'Basics') Oddity: Update.html redirects to Display.html on success. Modify.html redisplays Modify.html on success. Here are my notes (as comments) on these two files: Modify.html # This one doesn't even have a CallbackName (???) # How do I make my own Callback? Proper path for that? $m->callback( TicketObj => $TicketObj, CustomFields => $CustomFields, ARGSRef => \%ARGS ); Update.html ... $m->callback( Ticket => $TicketObj, ARGSRef => \%ARGS, results => \@results, CallbackName => 'Initial' ); ... if ( !$checks_failure && exists $ARGS{SubmitTicket} ) { $m->callback( Ticket => $TicketObj, ARGSRef => \%ARGS, CallbackName => 'BeforeDisplay' ); # # All okay -- Complete jump to Display.html and not # passing along @results, yet SOMEHOW Display.html # shows what was performed. Mystery to me. # return $m->comp('Display.html', TicketObj => $TicketObj, %ARGS); } # ELSE Update.html is called and shows the failed hardcoded # checks*it* cared about. # # This blows, because if the hardcoded checks are okay # (but not MY checks), we jump to a completely different # page. # # What would work, I think, is if the "Initial" callback # passed $checks_failure so that I could check what I # wanted and set $checks_failure to 1 (and update @results) # as I saw fit. Along with all of that, I can't seem to get even a basic callback working for the life of me. I have tried all sorts of variations on the following, with server restarts, and gotten nowhere: /rt/local/html/Callbacks/MyCallbacks/Ticket/TheFile.html/TheCallbackName Where TheFile.html is something like Update.html Where TheCallbackName is something like Initial > Regards, Ruslan. From phone. > > 06.01.2011 21:11 ???????????? "Jeff Blaine" > ???????: > > As part of my current solution (ongoing) to the "Don't allow > > resolve if a certain CF is not set" topic, I am resetting > > the ticket status back to "open" when I see that someone > > tried to resolve while the specific CF was not set. > > > > Unfortunately, even though my code set the status back to > > "open", the "BriefMessage" on the transaction still says > > that the status went from "open to resolved" ... yet the > > ticket shows properly *as open still*. > > > > Is there a way to queue one of these notices to the user > > from within my Scrip? > > > > ERROR: Cannot resolve without a value for BlahBlah. From falcone at bestpractical.com Thu Jan 6 16:53:03 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 6 Jan 2011 16:53:03 -0500 Subject: [rt-users] RT-Authen-ExternalAuth and AD... In-Reply-To: References: <20110106161740.GB65759@jibsheet.com> Message-ID: <20110106215303.GE65759@jibsheet.com> On Thu, Jan 06, 2011 at 03:22:03PM -0600, Tollefsen, Lyle wrote: > Thanks for the reply. Your suggestions led to finding the problem, but not the fix. > > As I originally said, the username:password combo would work only if > not testing for group membership, it would fail if it did test for > membership. An ldapearch revealed that the sAMAccountName was fine, > but, as the fullname in our AD is "Last, first", the CN would be > returned as "Last\, First'. If we renamed the account to Last First, > omitting the comma, authentication using group membership succeded. > The comma is breaking something. Have you seen this before, and is a > fix available? There may be an open bug about this in rt.cpan.org against RT::Authen::ExternalAuth , but I don't know if I've seen a root cause or patch. -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: Thursday, January 06, 2011 10:18 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT-Authen-ExternalAuth and AD... > > On Wed, Jan 05, 2011 at 03:29:01PM -0600, Tollefsen, Lyle wrote: > > We're running RT 3.8.8 and using RT-Authen-ExternalAuth 0.08 to authenticate against Active > > Directory. Any new AD account I create can logon to RT, and have corresponding account created > > in RT, if it is in the necessary security group, but older accounts, mine included, pass the > > password test, but fail at the group membership test, and fail to logon. The RT account, > > however, does get created. The log entries look like this... > > If you turn on debug logging, you should be able to see the query being run and you can run it manually from ldapsearch to see what is going wrong. > > -kevin > > > Jan 5 15:12:29 RT388 RT: AD_GROUP2 AUTH FAILED: my-name > > > > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalA > > uth/LDAP.pm:127) > > > > Jan 5 15:12:29 RT388 RT: FAILED LOGIN for my-name from 192.168.1.1 > > (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424) > > > > > > > > As I said above, older accounts (3 years plus) which are members of the group being tested > > fail to fully authenticate, while new accounts which are members of the same group, > > authenticate properly. In fact, If I comment out the group test from RT_SiteConfig.pm, I can > > logon to RT with my old account. > > > > > > > > I don't know if this is pertinent, but we upgraded to Exchange 2007 a few months back, and I > > wonder if the AD schema changes could be affecting things? > > > > > > > > Lyle. > > > > -------------- 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 netsandbox.de Thu Jan 6 16:57:27 2011 From: cloos at netsandbox.de (Christian Loos) Date: Thu, 06 Jan 2011 22:57:27 +0100 Subject: [rt-users] Communicate a message to web UI from inside Scrip? In-Reply-To: <4D2605A7.4080103@kickflop.net> References: <4D2605A7.4080103@kickflop.net> Message-ID: <4D263AC7.2080808@netsandbox.de> How about put a comment with your script in the ticket. The Ticket history would then look like this: * Status change from open to resolve * Comment: ERROR: Cannot resolve without a value for BlahBlah. * Status change from resolved to open I think this would make it clear for the user why they can't resolve the ticket. -Chris Am 06.01.2011 19:10, schrieb Jeff Blaine: > As part of my current solution (ongoing) to the "Don't allow > resolve if a certain CF is not set" topic, I am resetting > the ticket status back to "open" when I see that someone > tried to resolve while the specific CF was not set. > > Unfortunately, even though my code set the status back to > "open", the "BriefMessage" on the transaction still says > that the status went from "open to resolved" ... yet the > ticket shows properly *as open still*. > > Is there a way to queue one of these notices to the user > from within my Scrip? > > ERROR: Cannot resolve without a value for BlahBlah. > From sebsua at gmail.com Thu Jan 6 17:04:19 2011 From: sebsua at gmail.com (sebsua at gmail.com) Date: Thu, 6 Jan 2011 19:04:19 -0300 Subject: [rt-users] RT 4.0rc1 install error In-Reply-To: <20110106213637.GD65759@jibsheet.com> References: <20110106213637.GD65759@jibsheet.com> Message-ID: Thanks guys, i did the changes, and now apache starts fine but i cant access the RT Web. error.log says: [Thu Jan 06 18:56:42 2011] [error] (1)Operation not permitted: mod_mime_magic: can't read magic file /opt/rt4/conf/magic [Thu Jan 06 18:56:42 2011] [notice] Digest: generating secret for digest authentication ... [Thu Jan 06 18:56:42 2011] [notice] Digest: done [Thu Jan 06 18:56:42 2011] [notice] mod_python: Creating 4 session mutexes based on 256 max processes and 0 max threads. [Thu Jan 06 18:56:42 2011] [error] (2)No such file or directory: could not create /opt/rt4/run/httpd.pid [Thu Jan 06 18:56:42 2011] [error] httpd: could not log pid to file /opt/rt4/run/httpd.pid On Thu, Jan 6, 2011 at 6:36 PM, Kevin Falcone wrote: > On Thu, Jan 06, 2011 at 06:32:02PM -0300, sebsua at gmail.com wrote: >> Hello, I'm installing a 4.0rc1 instance for test purposes. >> >> All steps when fine but when restarting apache i get this error: >> "Can't locate /opt/rt4/bin/webmux.pl in @INC (@INC contains: >> /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi >> /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi" >> >> My apache setup is this (same as running 3.6: > > Please have a look through the README when upgrading. > It points to the new deployment documentation. ?That is not a valid > apache config for 4.0. > > -kevin > >> >> DocumentRoot /opt/rt4/share/html >> ErrorLog logs/rt >> ? ?PerlRequire /opt/rt4/bin/webmux.pl >> ? ? >> ? ? ? ?SetHandler default >> ? ? >> ? ? >> ? ? ? ?Order allow,deny >> ? ? ? ?Allow from all >> ? ? ? ?SetHandler perl-script >> ? ? ? ?PerlResponseHandler RT::Mason >> ? ? >> >> >> Thanks! >> Seb.- > From jblaine at kickflop.net Thu Jan 6 17:09:55 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Thu, 06 Jan 2011 17:09:55 -0500 Subject: [rt-users] Communicate a message to web UI from inside Scrip? In-Reply-To: <4D263AC7.2080808@netsandbox.de> References: <4D2605A7.4080103@kickflop.net> <4D263AC7.2080808@netsandbox.de> Message-ID: <4D263DB3.8000209@kickflop.net> On 1/6/2011 4:57 PM, Christian Loos wrote: > How about put a comment with your script in the ticket. > The Ticket history would then look like this: > * Status change from open to resolve > * Comment: ERROR: Cannot resolve without a value for BlahBlah. > * Status change from resolved to open That's exactly what I am trying to do :) I don't want to do it way down in the history though. The user should be notified at the top of the screen where normal operation status messages go. > > I think this would make it clear for the user why they can't resolve the > ticket. > > -Chris > > Am 06.01.2011 19:10, schrieb Jeff Blaine: >> As part of my current solution (ongoing) to the "Don't allow >> resolve if a certain CF is not set" topic, I am resetting >> the ticket status back to "open" when I see that someone >> tried to resolve while the specific CF was not set. >> >> Unfortunately, even though my code set the status back to >> "open", the "BriefMessage" on the transaction still says >> that the status went from "open to resolved" ... yet the >> ticket shows properly *as open still*. >> >> Is there a way to queue one of these notices to the user >> from within my Scrip? >> >> ERROR: Cannot resolve without a value for BlahBlah. >> > From odhiambo at gmail.com Thu Jan 6 17:13:55 2011 From: odhiambo at gmail.com (Odhiambo Washington) Date: Fri, 7 Jan 2011 01:13:55 +0300 Subject: [rt-users] RT 4.0rc1 install error In-Reply-To: References: <20110106213637.GD65759@jibsheet.com> Message-ID: You really have more problems not related to RT! I'd be surprised if your Apache instance runs when you exclude RT configuration from it. Does it?? First thing is you must have a running instance of Apache. Thereafter you ensure that it meets RTs requirements in terms of either mod_perl. I am afraid you have to follow that, though I must say I don't speak for RT Team. On Fri, Jan 7, 2011 at 1:04 AM, sebsua at gmail.com wrote: > Thanks guys, i did the changes, and now apache starts fine but i cant > access the RT Web. > > error.log says: > > [Thu Jan 06 18:56:42 2011] [error] (1)Operation not permitted: > mod_mime_magic: can't read magic file /opt/rt4/conf/magic > [Thu Jan 06 18:56:42 2011] [notice] Digest: generating secret for > digest authentication ... > [Thu Jan 06 18:56:42 2011] [notice] Digest: done > [Thu Jan 06 18:56:42 2011] [notice] mod_python: Creating 4 session > mutexes based on 256 max processes and 0 max threads. > [Thu Jan 06 18:56:42 2011] [error] (2)No such file or directory: could > not create /opt/rt4/run/httpd.pid > [Thu Jan 06 18:56:42 2011] [error] httpd: could not log pid to file > /opt/rt4/run/httpd.pid > > > On Thu, Jan 6, 2011 at 6:36 PM, Kevin Falcone > wrote: > > On Thu, Jan 06, 2011 at 06:32:02PM -0300, sebsua at gmail.com wrote: > >> Hello, I'm installing a 4.0rc1 instance for test purposes. > >> > >> All steps when fine but when restarting apache i get this error: > >> "Can't locate /opt/rt4/bin/webmux.pl in @INC (@INC contains: > >> /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi > >> /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi" > >> > >> My apache setup is this (same as running 3.6: > > > > Please have a look through the README when upgrading. > > It points to the new deployment documentation. That is not a valid > > apache config for 4.0. > > > > -kevin > > > >> > >> DocumentRoot /opt/rt4/share/html > >> ErrorLog logs/rt > >> PerlRequire /opt/rt4/bin/webmux.pl > >> > >> SetHandler default > >> > >> > >> Order allow,deny > >> Allow from all > >> SetHandler perl-script > >> PerlResponseHandler RT::Mason > >> > >> > >> > >> Thanks! > >> Seb.- > > > -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Damn!! -------------- next part -------------- An HTML attachment was scrubbed... URL: From sartak at bestpractical.com Thu Jan 6 17:50:45 2011 From: sartak at bestpractical.com (Shawn M Moore) Date: Thu, 06 Jan 2011 17:50:45 -0500 Subject: [rt-users] Tracking down rogue dashboard subscriptions In-Reply-To: <6D0864AA18E9564285990CD7F849B4DE07E49C1E@UABEXMBS6.ad.uab.edu> References: <6D0864AA18E9564285990CD7F849B4DE07E49B01@UABEXMBS6.ad.uab.edu> <20101216161724.GM529@jibsheet.com> <6D0864AA18E9564285990CD7F849B4DE07E49B05@UABEXMBS6.ad.uab.edu> <4D0A4A2C.2060300@bestpractical.com> <6D0864AA18E9564285990CD7F849B4DE07E49B0D@UABEXMBS6.ad.uab.edu> <4D0BDCB0.4030502@bestpractical.com> <6D0864AA18E9564285990CD7F849B4DE07E49B1A@UABEXMBS6.ad.uab.edu> <4D0F93DE.9000306@bestpractical.com> <6D0864AA18E9564285990CD7F849B4DE07E49B53@UABEXMBS6.ad.uab.edu> <4D12601D.3030807@bestpractical.com> <6D0864AA18E9564285990CD7F849B4DE07E49C1E@UABEXMBS6.ad.uab.edu> Message-ID: <4D264745.1000704@bestpractical.com> On 11/01/06 10:24, Francis L Fabrizio wrote: > Found it finally! > > 2nd instance. Haha, I'm glad the problem ended up being something that was not actually impossible. :) > My successor at my former job here accidentally fired up our old VM some weeks ago. Because of the way the mail flows around here and the DNS setup, it was not immediately obvious that the mail was originating from a different server. The clue that tipped me off to it was that when I looked deeper at the report, it showed one ticket still owned by someone who no longer works here. I knew I reassigned all of his tickets elsewhere, so it was then obvious that this was pulling from stale data. I should have caught this much sooner, but it was a "can't see the forest for the trees" problem. > > Thanks for all your help. At least the effort uncovered some other opportunities for improvement. :-) > > -Fran > Shawn >> -----Original Message----- >> From: Shawn M Moore [mailto:sartak at bestpractical.com] >> Sent: Wednesday, December 22, 2010 2:31 PM >> To: Francis L Fabrizio >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Tracking down rogue dashboard subscriptions >> >> On 10/12/22 8:17, Francis L Fabrizio wrote: >>> I changed the subscription time to 7am (keeping the frequency at >> never), and still got the mail... at 6am! >>> >> >> All signs point to you having another subscription (though we seem to >> have ruled that out) or, like Ken Crocker guessed, a second RT instance >> (or just rt-send-dashboards cronjob) running. >> >> Not sure what to tell you, unfortunately. I don't see any way these >> symptoms could be caused by an ordinary bug in the dashboard code. >> >> If you do figure it out please follow up because I'm curious and would >> like to better diagnose this situation in the future. This thread has >> already prompted some improvements to dashboard diagnostics, so thanks. >> :) >> >> Shawn From sebsua at gmail.com Thu Jan 6 17:51:00 2011 From: sebsua at gmail.com (sebsua at gmail.com) Date: Thu, 6 Jan 2011 19:51:00 -0300 Subject: [rt-users] RT 4.0rc1 install error In-Reply-To: References: <20110106213637.GD65759@jibsheet.com> Message-ID: On Thu, Jan 6, 2011 at 7:13 PM, Odhiambo Washington wrote: > You really have more problems not related to RT! > I'd be surprised if your Apache instance runs when you exclude RT > configuration from it. Does it?? My apache runs 4 other applications normally. When i configure the apache as the docs i got the apache to crash. Maybe someone can paste his apache setup to compare with? Thanks From sartak at bestpractical.com Thu Jan 6 17:53:12 2011 From: sartak at bestpractical.com (Shawn M Moore) Date: Thu, 06 Jan 2011 17:53:12 -0500 Subject: [rt-users] RTx::Calendar Not Displaying In-Reply-To: <20110106153857.GY65759@jibsheet.com> References: <20110104221823.GV65759@jibsheet.com> <20110105090944.18591roia7szkan4@webmail.oregonstate.edu> <20110106153857.GY65759@jibsheet.com> Message-ID: <4D2647D8.2090604@bestpractical.com> On 11/01/06 10:38, Kevin Falcone wrote: > On Wed, Jan 05, 2011 at 09:09:44AM -0800, Lee Hughes wrote: >> MyCalendar is included in $HomepageComponents (below) but nothing >> related to Calendar appears on the homepage. In fact, if I comment >> out the $HomepageComponents line completely and restart the web >> server, the homepage still looks the same, even if I clear my >> browser cache. How could that be? > > Just adding it to HomepageComponents doesn't make it show up on your > homepage, it makes it available. You need to click on Preferences -> > RT at a Glance > > -kevin > >> I have the ExternalAuth plugin configured in the same >> RT_SiteConfig.pm file (below) and it is working fine. >> >> Search on "Calendar" and "calendar" shows no results. Also note that this is searching for tickets that are *about* calendars. You should see a link to the calendar from the tickets search results page alongside other display formats like spreadsheet and chart. Shawn >> >> Are there any screenshots of what the Calendar links/pages should look like? >> >> Is it possible to insert debug statements somewhere to verify that >> the Calendar plugin is actually getting called? >> >> Thanks very much for the help. >> >> Lee >> >>> Date: Tue, 4 Jan 2011 17:18:23 -0500 >>> From: Kevin Falcone >>> To: rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] RTx::Calendar Not Displaying >>> Message-ID:<20110104221823.GV65759 at jibsheet.com> >>> Content-Type: text/plain; charset="us-ascii" >>> >>> On Tue, Jan 04, 2011 at 12:44:51PM -0800, Lee Hughes wrote: >>>> I cleared the Mason cache but still don't see any Calendar links. >>>> Where should I see links, and how would I go about enabling basic >>>> tracing to see if the Calendar module is even being called? >>> >>> You didn't say where you looked for the calendars. >>> Did you try editing your homepage to include the MyCalendar widget? >>> Did you do a search and look for the calendar link? >>> >>> -kevin >>> >>>>>> I've installed and configured RTx::Calendar per the instructions and >>>>>> restarted the web server but don't see any links to it anywhere. I have >>>>>> syslogging set to debug but no errors are logged. >>>>>> >>>>>> Here are the relevant settings from RT_SiteConfig.pm: >>>>>> >>>>>> # Calendar Plugin >>>>>> require '/usr/local/rt3/local/plugins/RTx-Calendar/lib/RTx/Calendar.pm'; >>>>>> Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar >>>>>> MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); >>>>>> >>>>>> # enable all plugins >>>>>> Set(@Plugins,qw( >>>>>> RT::Authen::ExternalAuth >>>>>> RTx::Calendar >>>>>> )); >>>>>> >>>>>> Any ideas what I'm missing? >>>>> >>>>> Did you clear the Mason cache? >>>>> >>>>> rm -rf /usr/local/rt3/var/mason_data/obj/* >>>>> >>>>> See http://requesttracker.wikia.com/wiki/CleanMasonCache for details. >>>>> From odhiambo at gmail.com Thu Jan 6 18:02:40 2011 From: odhiambo at gmail.com (Odhiambo Washington) Date: Fri, 7 Jan 2011 02:02:40 +0300 Subject: [rt-users] RT 4.0rc1 install error In-Reply-To: References: <20110106213637.GD65759@jibsheet.com> Message-ID: On Fri, Jan 7, 2011 at 1:51 AM, sebsua at gmail.com wrote: > On Thu, Jan 6, 2011 at 7:13 PM, Odhiambo Washington > wrote: > > You really have more problems not related to RT! > > I'd be surprised if your Apache instance runs when you exclude RT > > configuration from it. Does it?? > > My apache runs 4 other applications normally. When i configure the > apache as the docs i got the apache to crash. > Maybe someone can paste his apache setup to compare with? > > As it was pointed to you, please have a look through the README when upgrading. It points to the new deployment documentation. cd rt-4.0.0rc1 perldoc docs/web_deployment.pod Copy the one you want verbatim and change the paths only. -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Damn!! -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Jan 6 19:58:42 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 7 Jan 2011 03:58:42 +0300 Subject: [rt-users] Restoring data after a system crash In-Reply-To: <4D261B10.8000604@tamu.edu> References: <4D261B10.8000604@tamu.edu> Message-ID: On Thu, Jan 6, 2011 at 10:42 PM, Chris Barnes wrote: > mysqlhotcopy http://dev.mysql.com/doc/refman/5.0/en/mysqlhotcopy.html *mysqlhotcopy works only for backing up MyISAM and ARCHIVE tables* RT runs on InnoDB tables. -- Best regards, Ruslan. From jblaine at kickflop.net Thu Jan 6 22:16:55 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Thu, 06 Jan 2011 22:16:55 -0500 Subject: [rt-users] Communicate a message to web UI from inside Scrip? In-Reply-To: <4D2637BA.4040400@kickflop.net> References: <4D2605A7.4080103@kickflop.net> <4D2637BA.4040400@kickflop.net> Message-ID: <4D2685A7.5080103@kickflop.net> Pulling my hair out here. Why is this callback not being tickled? I see nothing in my logs. RT 3.8.7 Mason cache cleared and server restarted a million times. The call to the callback in Ticket/Display.html is: $m->callback( CallbackName => 'BeforeDisplay', TicketObj => \$TicketObj, Tickets => \$Tickets, Actions => \@Actions, ARGSRef => \%ARGS, ); And my setup is: [root at rtdev1 Display.html]# pwd /rt/local/html/Callbacks/MyCallbacks/Ticket/Display.html [root at rtdev1 Display.html]# ls -l BeforeDisplay -rw-r--r-- 1 rt root 689 Jan 6 22:06 BeforeDisplay [root at rtdev1 Display.html]# cat BeforeDisplay <%INIT> $RT::Logger->info("In Callback/Display.html/BeforeDisplay\n"); return 1; <%ARGS> $Actions => [] From chris-barnes at tamu.edu Thu Jan 6 23:20:28 2011 From: chris-barnes at tamu.edu (Chris Barnes) Date: Thu, 06 Jan 2011 22:20:28 -0600 Subject: [rt-users] Restoring data after a system crash In-Reply-To: References: <4D261B10.8000604@tamu.edu> Message-ID: <4D26948C.9060009@tamu.edu> On 1/6/2011 6:58 PM, Ruslan Zakirov wrote: > On Thu, Jan 6, 2011 at 10:42 PM, Chris Barnes wrote: >> mysqlhotcopy > > http://dev.mysql.com/doc/refman/5.0/en/mysqlhotcopy.html > > *mysqlhotcopy works only for backing up MyISAM and ARCHIVE tables* > > RT runs on InnoDB tables. Welllll.... alrighty then. -- 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 georgi-georgiev-bestpractical at japannext.co.jp Fri Jan 7 06:21:49 2011 From: georgi-georgiev-bestpractical at japannext.co.jp (Georgi Georgiev) Date: Fri, 7 Jan 2011 20:21:49 +0900 Subject: [rt-users] Custom field queries are very slow after 3.8.8 upgrade (from 3.6.10) In-Reply-To: <20110106135606.GB5474@aart.is.rice.edu> References: <20110105103137.GJ2994@jnext-0013.corp.japannext.co.jp> <20110105141410.GF2546@aart.is.rice.edu> <20110106045019.GL2994@jnext-0013.corp.japannext.co.jp> <20110106135606.GB5474@aart.is.rice.edu> Message-ID: <20110107112149.GY2994@jnext-0013.corp.japannext.co.jp> Quoting Kenneth Marshall at 06/01/2011-07:56:06(-0600): > > Hi Georgi, > > The default parameters for PostgreSQL are VERY conservative to allow > it to run even on systems with minimal resources. I did not see any > details of your system memory configuration, but you could set > shared_buffers a little higher. Also, for a mainly memory resident DB > you should make the random_page_cost closer to the seq_page_cost and > for a fully memory resident DB both to something like 0.1. You need > to set your effective_cache_size to about 2/3 of your systems > memory. Finally, in order to take advantage of more hash join options > you should bump your work_mem from the default 1MB to more based on > the amount of system memory you have. We set it to 128MB on an 8GB > system, but even 32MB or 64MB can really help. This is what you > need to set: > > shared_buffers = 64MB # or 128MB if you have the memory > work_mem = 16MB # or higher > effective_cache_size = 3GB # for a 4GB system or system-memory * 2/3 > random_page_cost = 0.1 # for fully cached DB use 2 for less cached > seq_page_cost = 0.1 # for fully cached DB use 1 for less cached > > These changes should allow you to take much better advantage of > your systems memory. Thanks again, Kenneth, I understand now the the defaults are conservative, but as I said, RT 3.6 runs fast enough as it is. The system I am debugging this on is a virtual machine (libvirt + KVM, host is CentOS 5.5) and when I sent the original post it only had 768MB of system memory. I now bumped it to 4G as you suggested (the host still has plenty to share) and tried your suggestions as they are. Trying only what is above did not help at all. postgres was still trying to use nested loops, and it was taking 7 seconds for 7 conditions (7 joins). I then disabled nested loops explicitly (enable_nestloop=off) and it got significantly better. 7 conditions took only 1 sec (down from 7 sec), and it used hash joins 8 conditions, however, tried to use merge joins and took 25 seconds After disabling merge joins as well (enable_mergejoin=off), 8 conditions used hash joins but still used 16.4 seconds. I am looking at potentially comparing about 16 or so conditions, so this still does not look like it can scale enough. Do you think I should keep trying to optimize postgres or should I try looking at RT as well? I am still not sure what exactly happened between 3.6 and 3.8 that requires an extra outer join for each customfield. I curious what the justification for using multiple left joins for something that worked perfectly well in 3.6 with only one join is. I tracked the issue down to Tickets_Overlay.pm. In the worst case, we'll end up adding our own Tickets_Overlay_Local.pm to make the searches faster or we'll just wait for 4.0 to come out and see if that solves it. -- ( Georgi Georgiev ( The "cutting edge" is getting rather dull. ( ) Sysadmin Head ) -- Andy Purshottam ) ( -SBI Japannext- ( ( From marten.hedman at btk.fi Fri Jan 7 07:01:58 2011 From: marten.hedman at btk.fi (=?UTF-8?B?TcOlcnRlbiBIZWRtYW4=?=) Date: Fri, 07 Jan 2011 14:01:58 +0200 Subject: [rt-users] RT 3.8.8: Problem with scandnavian characters in email subject In-Reply-To: References: <4D11D560.7060603@btk.fi> Message-ID: <4D2700B6.7060208@btk.fi> Hello, Here's the source of a test message. The subject is "this is a test" in Finnish. Regards, M?rten Hedman MIME-Version: 1.0 In-Reply-To: <4D11B4F9.7080106 at btk.fi> X-Mailer: Perl5 Mail::Internet v2.04 References: <4D11B4F9.7080106 at btk.fi> Content-Type: text/plain; charset="utf-8" Reply-To: IT-Services at btk.fi Message-ID: X-RT-Original-Encoding: utf-8 RT-Originator: marten.hedman at btk.fi Managed-BY: RT 3.8.8 (http://www.bestpractical.com/rt/) Subject: =?UTF-8?B?W2J0ay5maSAjNDMzXSBU77+9be+/vSBvbiB0ZXN0aQ==?= Sender: Apache Date: Wed, 22 Dec 2010 10:25:45 +0200 RT-Ticket: btk.fi #433 Precedence: bulk X-RT-Loop-Prevention: btk.fi Content-Transfer-Encoding: 8bit BCC: From: "=?UTF-8?B?TcOlcnRlbiBIZWRtYW4=?= via RT" Wed Dec 22 10:25:45 2010: Request 433 was acted upon. Transaction: Ticket created by marten.hedman at btk.fi Queue: it-services Subject: T?m? on testi Owner: Nobody Requestors: marten.hedman at btk.fi Status: new Ticket On 23.12.10 17:40, Ruslan Zakirov wrote: > Hello, > > It would be really helpful to get email message as MIME text as it was > generated by your email client. > > On Wed, Dec 22, 2010 at 1:39 PM, M?rten Hedman wrote: >> Hello, >> >> We are using RT version 3.8.8, perl 5.8.8, and have the following problem: >> >> When I send an email to RT with scandinavian characters (???) in the >> subject, the characters are wrongly decoded in the subject of the message >> sent out from RT. The scandinavian characters in the message itself are OK. >> >> When this message is replied to, the answer is recorded in RT but no >> outgoing message is sent out. The following errors are recorded in the log >> file: >> >> Dec 22 11:40:27 bigarade RT: Scrip Prepare 5 died. - Cannot decode >> string with wide characters at >> /usr/lib/perl5/5.8.8/i386-linux-thread-multi/Encode.pm line 173. >> Stack: >> [/usr/lib/perl5/5.8.8/i386-linux-thread-multi/Encode.pm:173] >> [/usr/lib/perl5/5.8.8/i386-linux-thread-multi/Encode.pm:213] >> [/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:961] >> [/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:571] >> [/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:167] >> [/opt/rt3/bin/../lib/RT/Action/Notify.pm:69] >> [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:230] >> [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:448] >> [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:240] >> [/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:169] >> [/opt/rt3/bin/../lib/RT/Record.pm:1457] >> [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:2188] >> [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:2100] >> [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1500] >> [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] >> (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:451) >> >> followed by similar messages for Scrip Prepare 7 and 6. >> >> I suspect that it has something to do with Perl double-encoding >> utf8-characters, but I have not found any solution. Any help would be >> appreciated. >> >> Best Regards, >> >> M?rten Hedman >> -- >> ------------------------------------------------------------------------ >> M?rten Hedman phone: +358-(0)2-333 8037 >> Systems Manager fax: +358-(0)2-333 8000 >> Turku Centre for Biotechnology Marten.Hedman at btk.fi >> Turku, Finland http://www.btk.fi >> >> > > > -- ------------------------------------------------------------------------ M?rten Hedman phone: +358-(0)2-333 8037 Systems Manager fax: +358-(0)2-333 8000 Turku Centre for Biotechnology Marten.Hedman at btk.fi Turku, Finland http://www.btk.fi From andy.law at roslin.ed.ac.uk Fri Jan 7 07:35:54 2011 From: andy.law at roslin.ed.ac.uk (LAW Andy) Date: Fri, 7 Jan 2011 12:35:54 +0000 Subject: [rt-users] Problem with lost links - can someone confirm my fix (before I break stuff!) Message-ID: All, I've been going back through our RT system and I've noticed that links between "old" tickets are missing/broken. I think that I understand the reason for this but I'd appreciate someone confirming it for me before I hack the database (and potentially break things). When I look at the tickets, I see things like: Fri Feb 01 12:00:46 2008 fred - Dependency by added The system is reporting that there is a Dependency relationship but not picking up which ticket is at the other end of it. Picking around in the database itsefl, I see that the relationships seem to be in the Links table and that the items added to the tickets are in the Transactions table. I also note that there is a difference between "Base"/"Target" and "LocalBase"/"LocalTarget" in that the former also contains the sitename. It is *this* that I think is causing the problems. We moved domain name some time ago and I suspect that the problems arise from this. The sitename in the Links that are "missing" is the old site name. So, am I on the right track here? If I do a global find/replace on the old sitename, converting it to the new one, will all my links spring into life again or will I just trash the whole system? If this *is* the way to go, apart from Links (Base|Target) and Transactions (NewValue) what else will I need to tweak? Thanks in advance. Later, Andy -------- Yada, yada, yada... The University of Edinburgh is a charitable body, registered in Scotland, with registration number SC005336 Disclaimer: This e-mail and any attachments are confidential and intended solely for the use of the recipient(s) to whom they are addressed. If you have received it in error, please destroy all copies and inform the sender. -- The University of Edinburgh is a charitable body, registered in Scotland, with registration number SC005336. From slander at hearstsc.com Fri Jan 7 07:58:37 2011 From: slander at hearstsc.com (Lander, Scott) Date: Fri, 7 Jan 2011 07:58:37 -0500 Subject: [rt-users] Communicate a message to web UI from inside Scrip? In-Reply-To: <4D2685A7.5080103@kickflop.net> References: <4D2605A7.4080103@kickflop.net> <4D2637BA.4040400@kickflop.net> <4D2685A7.5080103@kickflop.net> Message-ID: <23EF65A707920D44A66C965E094412BC192EE6545A@RCLTEXCMS02.resource.hearstcorp.com> I don?t see anything wrong, but perhaps you might review here: http://requesttracker.wikia.com/wiki/CustomizingWithCallbacks maybe soemthing will jump out at you that I don?t see. Also, just to check ? I don?t think the default logging is at info level ? gets a bit chatty. Is it possible you are not seeing it just because you are not logging that level? IN your etc/RT_SIteConfig file you should have something like: ? # Logging Set($LogToSyslog , 'info'); Set($LogToScreen , 'info'); Set($LogToFile , 1); Set($LogDir, 'var/log'); Set($LogToFileNamed , "rt.log"); #log to rt.log Set($LogStackTraces, ''); Set(@LogToSyslogConf, ()); Set($StatementLog, ''); # End logging -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff Blaine Sent: Thursday, January 06, 2011 10:17 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Communicate a message to web UI from inside Scrip? Pulling my hair out here. Why is this callback not being tickled? I see nothing in my logs. RT 3.8.7 Mason cache cleared and server restarted a million times. The call to the callback in Ticket/Display.html is: $m->callback( CallbackName => 'BeforeDisplay', TicketObj => \$TicketObj, Tickets => \$Tickets, Actions => \@Actions, ARGSRef => \%ARGS, ); And my setup is: [root at rtdev1 Display.html]# pwd /rt/local/html/Callbacks/MyCallbacks/Ticket/Display.html [root at rtdev1 Display.html]# ls -l BeforeDisplay -rw-r--r-- 1 rt root 689 Jan 6 22:06 BeforeDisplay [root at rtdev1 Display.html]# cat BeforeDisplay <%INIT> $RT::Logger->info("In Callback/Display.html/BeforeDisplay\n"); return 1; <%ARGS> $Actions => [] ------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Fri Jan 7 08:47:14 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Fri, 07 Jan 2011 08:47:14 -0500 Subject: [rt-users] Communicate a message to web UI from inside Scrip? In-Reply-To: <23EF65A707920D44A66C965E094412BC192EE6545A@RCLTEXCMS02.resource.hearstcorp.com> References: <4D2605A7.4080103@kickflop.net> <4D2637BA.4040400@kickflop.net> <4D2685A7.5080103@kickflop.net> <23EF65A707920D44A66C965E094412BC192EE6545A@RCLTEXCMS02.resource.hearstcorp.com> Message-ID: <4D271962.20803@kickflop.net> On 1/7/2011 7:58 AM, Lander, Scott wrote: > I don?t see anything wrong, but perhaps you might review here: > > http://requesttracker.wikia.com/wiki/CustomizingWithCallbacks Heh, I've read everything there no less than 3 times in the last 24 hours :) I suppose another time can't hurt, but IMO this is all really poorly documented. > maybe soemthing will jump out at you that I don?t see. > > Also, just to check ? I don?t think the default logging is at info level > ? gets a bit chatty. Is it possible you are not seeing it just because > you are not logging that level? > > IN your etc/RT_SIteConfig file you should have something like: ? Yup, all set there, as I get *other* RT syslog messages. I even changed my $RT::Logger->info call to "crit". No dice. I succeed with $RT::Logger->info("TESTING"); from a Scrip just fine. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff Blaine > Sent: Thursday, January 06, 2011 10:17 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Communicate a message to web UI from inside Scrip? > > Pulling my hair out here. Why is this callback not being > > tickled? I see nothing in my logs. > > RT 3.8.7 > > Mason cache cleared and server restarted a million times. > > The call to the callback in Ticket/Display.html is: > > $m->callback( > > CallbackName => 'BeforeDisplay', > > TicketObj => \$TicketObj, > > Tickets => \$Tickets, > > Actions => \@Actions, > > ARGSRef => \%ARGS, > > ); > > And my setup is: > > [root at rtdev1 Display.html]# pwd > > /rt/local/html/Callbacks/MyCallbacks/Ticket/Display.html > > [root at rtdev1 Display.html]# ls -l BeforeDisplay > > -rw-r--r-- 1 rt root 689 Jan 6 22:06 BeforeDisplay > > [root at rtdev1 Display.html]# cat BeforeDisplay > > <%INIT> > > $RT::Logger->info("In Callback/Display.html/BeforeDisplay\n"); > > return 1; > > > > <%ARGS> > > $Actions => [] > > > > ------------------------------------------------------------------------------------ > 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 mathieu at closetwork.org Fri Jan 7 09:39:02 2011 From: mathieu at closetwork.org (Mathieu Longtin) Date: Fri, 7 Jan 2011 09:39:02 -0500 Subject: [rt-users] How would I send messages from postmaster to another separate queue? Message-ID: Is there a way in RT, without mucking about with the mail server, for a incoming message from postmaster to be shifted to another queue? Thanks -- Mathieu Longtin 1-514-803-8977 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Jan 7 09:44:26 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Jan 2011 09:44:26 -0500 Subject: [rt-users] Copy Multiple value CF to the child ticket In-Reply-To: <8B590F2F6F36C0489A41B816231BF1BE0644AEA4@INFMAIL.na.choicepoint.net> References: <8B590F2F6F36C0489A41B816231BF1BE063AE623@INFMAIL.na.choicepoint.net> <20110104220238.GT65759@jibsheet.com> <8B590F2F6F36C0489A41B816231BF1BE0644A680@INFMAIL.na.choicepoint.net> <8B590F2F6F36C0489A41B816231BF1BE0644AEA4@INFMAIL.na.choicepoint.net> Message-ID: <20110107144426.GA731@jibsheet.com> On Thu, Jan 06, 2011 at 02:04:41PM -0500, Ahmed, Mohammed Naweed (LNG-BCT) wrote: > > I am using version 3.8.4 so CustomFieldValuesAsString is not available. > > I changed the template like this: > CustomField-n: { > my $separator = "\n"; > my $CFValue = $Tickets{'TOP'}->CustomFieldValues(n); > return join ($separator, grep { defined $_ } > map { $_->Content } > @{$CFValue->ItemsArrayRef}); > } > > To get the values as strings but it still not working, Am I doing > something wrong or is there any extension available for > 'CustomFieldValuesAsString' method? You could define it in a local .pm adding it into the Record, or you could play around with warning to make sure you get the right data. I'm not sure that return'ing in a template does what you really want. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Raed.El-Hames at daisygroupplc.com Fri Jan 7 09:46:23 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Fri, 7 Jan 2011 14:46:23 +0000 Subject: [rt-users] Communicate a message to web UI from inside Scrip? In-Reply-To: <4D2685A7.5080103@kickflop.net> References: <4D2605A7.4080103@kickflop.net> <4D2637BA.4040400@kickflop.net> <4D2685A7.5080103@kickflop.net> Message-ID: <892593C9CA8E25458C440A63DDC6774D058081@DG-HEXMBX02.daisy.group> Hi Jeff: Stupid question by where did you put your callback call?? I added % $m->callback(CallbackName => 'BeforeDisplay',TicketObj => \$TicketObj,Tickets => \$Tickets,Actions => \@Actions,ARGSRef => \%ARGS); Just above : % $m->callback(CallbackName => 'BeforeActionList', %ARGS, Actions => \@Actions, ARGSRef => \%ARGS, Ticket => $TicketObj); And it works: [Fri Jan 7 14:31:09 2011] [debug]: In Callback/Display.html/BeforeDisplay (/opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Display.html/BeforeDisplay:3) By the way going back to your original query regarding not allowing closure until certain CFs are populated, I had to do something similar a couple of months back using a different approach , the way I done it is by not including @InactiveStatus list if these CFs are not populated, so basically modifying local/html/Elements/SelectStatus if ($CanResolve == 0) { @status = RT->Config->Get('ActiveStatus') ; push @status,"deleted" ; } else { @status = $queue->StatusArray(); } $CanResolve is a variable pushed to the SelectStatus from various pages such as Update.html, Modify.html , Display.html etc .. It included changes in few places, I had very little time to do it in (1 day), so did not use callbacks, if you are interested I can send you more details. I've been following this thread hoping to use whatever you come up with if its better. Regards; Roy > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Jeff Blaine > Sent: 07 January 2011 03:17 > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Communicate a message to web UI from inside Scrip? > > Pulling my hair out here. Why is this callback not being > tickled? I see nothing in my logs. > > RT 3.8.7 > > Mason cache cleared and server restarted a million times. > > The call to the callback in Ticket/Display.html is: > > $m->callback( > CallbackName => 'BeforeDisplay', > TicketObj => \$TicketObj, > Tickets => \$Tickets, > Actions => \@Actions, > ARGSRef => \%ARGS, > ); > > And my setup is: > > [root at rtdev1 Display.html]# pwd > /rt/local/html/Callbacks/MyCallbacks/Ticket/Display.html > [root at rtdev1 Display.html]# ls -l BeforeDisplay > -rw-r--r-- 1 rt root 689 Jan 6 22:06 BeforeDisplay > [root at rtdev1 Display.html]# cat BeforeDisplay > <%INIT> > $RT::Logger->info("In Callback/Display.html/BeforeDisplay\n"); > return 1; > > <%ARGS> > $Actions => [] > From falcone at bestpractical.com Fri Jan 7 09:54:07 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Jan 2011 09:54:07 -0500 Subject: [rt-users] Problem with lost links - can someone confirm my fix (before I break stuff!) In-Reply-To: References: Message-ID: <20110107145407.GB731@jibsheet.com> On Fri, Jan 07, 2011 at 12:35:54PM +0000, LAW Andy wrote: > All, > > I've been going back through our RT system and I've noticed that > links between "old" tickets are missing/broken. I think that I > understand the reason for this but I'd appreciate someone confirming > it for me before I hack the database (and potentially break things). If you've changed your Organization in your RT config, then yes, you will need to repair your Links and Transactions table to have the correct Organization. Ensure you have a proper backup before starting of course. -kevin > When I look at the tickets, I see things like: > > Fri Feb 01 12:00:46 2008 fred - Dependency by added > > > > The system is reporting that there is a Dependency relationship but not picking up which ticket is at the other end of it. > > > Picking around in the database itsefl, I see that the relationships seem to be in the Links table and that the items added to the tickets are in the Transactions table. I also note that there is a difference between "Base"/"Target" and "LocalBase"/"LocalTarget" in that the former also contains the sitename. It is *this* that I think is causing the problems. > > We moved domain name some time ago and I suspect that the problems arise from this. The sitename in the Links that are "missing" is the old site name. > > > So, am I on the right track here? If I do a global find/replace on the old sitename, converting it to the new one, will all my links spring into life again or will I just trash the whole system? If this *is* the way to go, apart from Links (Base|Target) and Transactions (NewValue) what else will I need to tweak? > > > Thanks in advance. > > > > Later, > > Andy > -------- > Yada, yada, yada... > > The University of Edinburgh is a charitable body, registered in Scotland, with registration number SC005336 > Disclaimer: This e-mail and any attachments are confidential and intended solely for the use of the recipient(s) to whom they are addressed. If you have received it in error, please destroy all copies and inform the sender. > > > -- > The University of Edinburgh is a charitable body, registered in > Scotland, with registration number SC005336. > -------------- 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 Jan 7 09:54:43 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Jan 2011 09:54:43 -0500 Subject: [rt-users] How would I send messages from postmaster to another separate queue? In-Reply-To: References: Message-ID: <20110107145443.GC731@jibsheet.com> On Fri, Jan 07, 2011 at 09:39:02AM -0500, Mathieu Longtin wrote: > Is there a way in RT, without mucking about with the mail server, for a incoming message from > postmaster to be shifted to another queue? Write a scrip that checks From: but putting procmail in front of rt-mailgate would probably be easier -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jan 7 09:56:06 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Jan 2011 09:56:06 -0500 Subject: [rt-users] Communicate a message to web UI from inside Scrip? In-Reply-To: <4D2685A7.5080103@kickflop.net> References: <4D2605A7.4080103@kickflop.net> <4D2637BA.4040400@kickflop.net> <4D2685A7.5080103@kickflop.net> Message-ID: <20110107145606.GD731@jibsheet.com> On Thu, Jan 06, 2011 at 10:16:55PM -0500, Jeff Blaine wrote: > [root at rtdev1 Display.html]# ls -l BeforeDisplay > -rw-r--r-- 1 rt root 689 Jan 6 22:06 BeforeDisplay Can your web user read this file? -kevin -------------- 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 Fri Jan 7 09:59:23 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Fri, 07 Jan 2011 09:59:23 -0500 Subject: [rt-users] Communicate a message to web UI from inside Scrip? In-Reply-To: <892593C9CA8E25458C440A63DDC6774D058081@DG-HEXMBX02.daisy.group> References: <4D2605A7.4080103@kickflop.net> <4D2637BA.4040400@kickflop.net> <4D2685A7.5080103@kickflop.net> <892593C9CA8E25458C440A63DDC6774D058081@DG-HEXMBX02.daisy.group> Message-ID: <4D272A4B.205@kickflop.net> On 1/7/2011 9:46 AM, Raed El-Hames wrote: > Hi Jeff: > > Stupid question by where did you put your callback call?? > I added > > % $m->callback(CallbackName => 'BeforeDisplay',TicketObj => \$TicketObj,Tickets => \$Tickets,Actions => \@Actions,ARGSRef => \%ARGS); > > Just above : > % $m->callback(CallbackName => 'BeforeActionList', %ARGS, Actions => \@Actions, ARGSRef => \%ARGS, Ticket => $TicketObj); > > And it works: > [Fri Jan 7 14:31:09 2011] [debug]: In Callback/Display.html/BeforeDisplay (/opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Display.html/BeforeDisplay:3) Hi Roy, I didn't "put a callback call" anywhere. I am using the default callback calls in the RT source. That is: /rt/share/html/Ticket/Display.html has stock RT callback calls. My code: /rt/local/html/Callbacks/MyCallbacks/Ticket/Display.html/BeforeDisplay references those. See below: >> The call to the callback in Ticket/Display.html is: >> >> $m->callback( >> CallbackName => 'BeforeDisplay', >> TicketObj => \$TicketObj, >> Tickets => \$Tickets, >> Actions => \@Actions, >> ARGSRef => \%ARGS, >> ); That's stock RT code in Ticket/Display.html Am I missing some concept/idea you're trying to show me? Thanks! From jblaine at kickflop.net Fri Jan 7 10:03:24 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Fri, 07 Jan 2011 10:03:24 -0500 Subject: [rt-users] Communicate a message to web UI from inside Scrip? In-Reply-To: <20110107145606.GD731@jibsheet.com> References: <4D2605A7.4080103@kickflop.net> <4D2637BA.4040400@kickflop.net> <4D2685A7.5080103@kickflop.net> <20110107145606.GD731@jibsheet.com> Message-ID: <4D272B3C.4040605@kickflop.net> On 1/7/2011 9:56 AM, Kevin Falcone wrote: > On Thu, Jan 06, 2011 at 10:16:55PM -0500, Jeff Blaine wrote: >> [root at rtdev1 Display.html]# ls -l BeforeDisplay >> -rw-r--r-- 1 rt root 689 Jan 6 22:06 BeforeDisplay > > Can your web user read this file? Every directory from (and including) /rt/local downward is world readable and executable/traversable. The file, as above, is world readable. From andy.law at roslin.ed.ac.uk Fri Jan 7 10:08:22 2011 From: andy.law at roslin.ed.ac.uk (LAW Andy) Date: Fri, 7 Jan 2011 15:08:22 +0000 Subject: [rt-users] Problem with lost links - can someone confirm my fix (before I break stuff!) In-Reply-To: <20110107145407.GB731@jibsheet.com> References: <20110107145407.GB731@jibsheet.com> Message-ID: <4D622DA3-C7D4-4EC6-BB35-377FC9AC4D44@exseed.ed.ac.uk> On 7 Jan 2011, at 14:54, Kevin Falcone wrote: > On Fri, Jan 07, 2011 at 12:35:54PM +0000, LAW Andy wrote: >> All, >> >> I've been going back through our RT system and I've noticed that >> links between "old" tickets are missing/broken. I think that I >> understand the reason for this but I'd appreciate someone confirming >> it for me before I hack the database (and potentially break things). > > If you've changed your Organization in your RT config, then yes, you > will need to repair your Links and Transactions table to have the > correct Organization. Ensure you have a proper backup before starting > of course. Thanks for that confirmation. You would not believe what level/number of backups that I have :o} (it is a number *far* greater than zero). In progressing this, I found that I had re-asserted some of the links and so I tripped up with duplicate keys in the Links table. I simply deleted the later records in each case but I suspect that I now have trailing records in the Transactions table. Do I need to clean those out or am I safe to just ignore them? Later, Andy -------- Yada, yada, yada... The University of Edinburgh is a charitable body, registered in Scotland, with registration number SC005336 Disclaimer: This e-mail and any attachments are confidential and intended solely for the use of the recipient(s) to whom they are addressed. If you have received it in error, please destroy all copies and inform the sender. -- The University of Edinburgh is a charitable body, registered in Scotland, with registration number SC005336. From andy.law at roslin.ed.ac.uk Fri Jan 7 10:18:38 2011 From: andy.law at roslin.ed.ac.uk (LAW Andy) Date: Fri, 7 Jan 2011 15:18:38 +0000 Subject: [rt-users] Problem with lost links - resolved In-Reply-To: <4D622DA3-C7D4-4EC6-BB35-377FC9AC4D44@exseed.ed.ac.uk> References: <20110107145407.GB731@jibsheet.com> <4D622DA3-C7D4-4EC6-BB35-377FC9AC4D44@exseed.ed.ac.uk> Message-ID: On 7 Jan 2011, at 15:08, LAW Andy wrote: > > On 7 Jan 2011, at 14:54, Kevin Falcone wrote: > >> On Fri, Jan 07, 2011 at 12:35:54PM +0000, LAW Andy wrote: >>> All, >>> >>> I've been going back through our RT system and I've noticed that >>> links between "old" tickets are missing/broken. I think that I >>> understand the reason for this but I'd appreciate someone confirming >>> it for me before I hack the database (and potentially break things). >> >> If you've changed your Organization in your RT config, then yes, you >> will need to repair your Links and Transactions table to have the >> correct Organization. Ensure you have a proper backup before starting >> of course. > > Thanks for that confirmation. > > You would not believe what level/number of backups that I have :o} (it is a number *far* greater than zero). > > In progressing this, I found that I had re-asserted some of the links and so I tripped up with duplicate keys in the Links table. I simply deleted the later records in each case but I suspect that I now have trailing records in the Transactions table. Do I need to clean those out or am I safe to just ignore them? To follow-up my own post, leaving the "orphan" records in the Transactions table causes no problems and results in the correct, double record of Link addition being reported in the Summary. Thanks to Kevin (and Matthew - offlist) for their helpful replies. Later, Andy -------- Yada, yada, yada... The University of Edinburgh is a charitable body, registered in Scotland, with registration number SC005336 Disclaimer: This e-mail and any attachments are confidential and intended solely for the use of the recipient(s) to whom they are addressed. If you have received it in error, please destroy all copies and inform the sender. -- The University of Edinburgh is a charitable body, registered in Scotland, with registration number SC005336. From naweedmohammed.ahmed at lexisnexis.com Fri Jan 7 11:02:44 2011 From: naweedmohammed.ahmed at lexisnexis.com (Ahmed, Mohammed Naweed (LNG-BCT)) Date: Fri, 7 Jan 2011 11:02:44 -0500 Subject: [rt-users] Copy Multiple value CF to the child ticket In-Reply-To: <20110107144426.GA731@jibsheet.com> References: <8B590F2F6F36C0489A41B816231BF1BE063AE623@INFMAIL.na.choicepoint.net><20110104220238.GT65759@jibsheet.com><8B590F2F6F36C0489A41B816231BF1BE0644A680@INFMAIL.na.choicepoint.net><8B590F2F6F36C0489A41B816231BF1BE0644AEA4@INFMAIL.na.choicepoint.net> <20110107144426.GA731@jibsheet.com> Message-ID: <8B590F2F6F36C0489A41B816231BF1BE0644B2C9@INFMAIL.na.choicepoint.net> So, does this mean that I have to upgrade to 3.8.7 to copy multiple value custom filed to a child ticket? Thanks N Ahmed -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, January 07, 2011 9:44 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Copy Multiple value CF to the child ticket On Thu, Jan 06, 2011 at 02:04:41PM -0500, Ahmed, Mohammed Naweed (LNG-BCT) wrote: > > I am using version 3.8.4 so CustomFieldValuesAsString is not available. > > I changed the template like this: > CustomField-n: { > my $separator = "\n"; > my $CFValue = $Tickets{'TOP'}->CustomFieldValues(n); > return join ($separator, grep { defined $_ } > map { $_->Content } > @{$CFValue->ItemsArrayRef}); > } > > To get the values as strings but it still not working, Am I doing > something wrong or is there any extension available for > 'CustomFieldValuesAsString' method? You could define it in a local .pm adding it into the Record, or you could play around with warning to make sure you get the right data. I'm not sure that return'ing in a template does what you really want. -kevin ----------------------------------------- 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. From hughesl at science.oregonstate.edu Fri Jan 7 11:24:25 2011 From: hughesl at science.oregonstate.edu (Lee Hughes) Date: Fri, 07 Jan 2011 08:24:25 -0800 Subject: [rt-users] RTx::Calendar Not Displaying In-Reply-To: References: Message-ID: <20110107082425.20396gy5e0xhs1z4@webmail.oregonstate.edu> Good point Shawn: there is a Calendar link at the top of the Search Results page, along with Edit Search, Graph, etc, and it shows the filtered results in a Calendar format. Interestingly though, sometimes it shows the task details in a hover-over box, other times it embeds the details right in the calendar. Refreshing the page a couple of times brings the hover-over back. The Calendar link itself doesn't always appear either and I have to refresh a time or two to see it. Any ideas what would cause that? Thanks much- Lee >>> MyCalendar is included in $HomepageComponents (below) but nothing >>> related to Calendar appears on the homepage. In fact, if I comment >>> out the $HomepageComponents line completely and restart the web >>> server, the homepage still looks the same, even if I clear my >>> browser cache. How could that be? >> >> Just adding it to HomepageComponents doesn't make it show up on your >> homepage, it makes it available. You need to click on Preferences -> >> RT at a Glance >> >> -kevin >> >>> I have the ExternalAuth plugin configured in the same >>> RT_SiteConfig.pm file (below) and it is working fine. >>> >>> Search on "Calendar" and "calendar" shows no results. > > Also note that this is searching for tickets that are *about* calendars. > You should see a link to the calendar from the tickets search results > page alongside other display formats like spreadsheet and chart. > > Shawn From falcone at bestpractical.com Fri Jan 7 11:33:37 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Jan 2011 11:33:37 -0500 Subject: [rt-users] Copy Multiple value CF to the child ticket In-Reply-To: <8B590F2F6F36C0489A41B816231BF1BE0644B2C9@INFMAIL.na.choicepoint.net> References: <8B590F2F6F36C0489A41B816231BF1BE063AE623@INFMAIL.na.choicepoint.net> <20110104220238.GT65759@jibsheet.com> <8B590F2F6F36C0489A41B816231BF1BE0644A680@INFMAIL.na.choicepoint.net> <8B590F2F6F36C0489A41B816231BF1BE0644AEA4@INFMAIL.na.choicepoint.net> <20110107144426.GA731@jibsheet.com> <8B590F2F6F36C0489A41B816231BF1BE0644B2C9@INFMAIL.na.choicepoint.net> Message-ID: <20110107163336.GE731@jibsheet.com> On Fri, Jan 07, 2011 at 11:02:44AM -0500, Ahmed, Mohammed Naweed (LNG-BCT) wrote: > > So, does this mean that I have to upgrade to 3.8.7 to copy multiple > value custom filed to a child ticket? No, I'll requote what I said > You could define it in a local .pm adding it into the Record, or you > could play around with warn'ing to make sure you get the right data. > I'm not sure that return'ing in a template does what you mean. There are at least 3 things in there to try. -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: Friday, January 07, 2011 9:44 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Copy Multiple value CF to the child ticket > > On Thu, Jan 06, 2011 at 02:04:41PM -0500, Ahmed, Mohammed Naweed > (LNG-BCT) wrote: > > > > I am using version 3.8.4 so CustomFieldValuesAsString is not > available. > > > > I changed the template like this: > > CustomField-n: { > > my $separator = "\n"; > > my $CFValue = $Tickets{'TOP'}->CustomFieldValues(n); > > return join ($separator, grep { defined $_ } > > map { $_->Content } > > @{$CFValue->ItemsArrayRef}); > > } > > > > To get the values as strings but it still not working, Am I doing > > something wrong or is there any extension available for > > 'CustomFieldValuesAsString' method? > > You could define it in a local .pm adding it into the Record, or you > could play around with warning to make sure you get the right data. > I'm not sure that return'ing in a template does what you really want. > > -kevin > > ----------------------------------------- > 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 -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From thierry.thelliez.tech at gmail.com Fri Jan 7 12:37:40 2011 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Fri, 7 Jan 2011 10:37:40 -0700 Subject: [rt-users] rt_client ruby: Issue with attachments in a multipart email In-Reply-To: References: <9AFACB67-F36A-4A08-B4C7-CB9C87C818AB@bitstatement.net> Message-ID: Tom, Yesterday I encountered another similar issue. Looking at the code, I see that the attachments parsing (in rt_client0.3.7) relies on a pattern assuming '),' as a separator. client.rb line 608: pattern = /(\d+:\s.*?\)),/ But one of ours users uploaded a file with '),' in the file name... Also the above pattern skips the last attachment in the list. Although I think that this is always an 'unnamed' one. One of the problems is that the TMail::Mail.parse scraps the line breaks. So this makes it difficult to write a reliable regular expression. So ideally the code should be reorganized to parse 'resp' without the TMail parsing, I think. For this morning, I just made the regular expression a lot less likely to hit a false positive: pattern = /\d+:\s+.*?\s+\(.*?\/.*?\s+\/\s+.*?[bkm]\)(,\s|$)/ Not perfect, but better for now. (BTW, above I try to match a 'b' or a 'k', I am assuming that an 'm' could happen, not sure) Thierry Thelliez On Tue, Oct 26, 2010 at 3:59 PM, Thierry Thelliez wrote: > Tom, > > Thanks you so much. I was finally getting to it when I saw your email. > ?I tried your fix and it works for me. ?More testing later. > > > Thierry > From LTollefsen at innovationplace.com Fri Jan 7 14:03:33 2011 From: LTollefsen at innovationplace.com (Tollefsen, Lyle) Date: Fri, 7 Jan 2011 13:03:33 -0600 Subject: [rt-users] RT-Authen-ExternalAuth and AD... In-Reply-To: <20110106215303.GE65759@jibsheet.com> References: <20110106161740.GB65759@jibsheet.com> <20110106215303.GE65759@jibsheet.com> Message-ID: Hi Kevin, I found a work-around on CPAN. Thanks for the redirect! Lyle. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, January 06, 2011 3:53 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT-Authen-ExternalAuth and AD... On Thu, Jan 06, 2011 at 03:22:03PM -0600, Tollefsen, Lyle wrote: > Thanks for the reply. Your suggestions led to finding the problem, but not the fix. > > As I originally said, the username:password combo would work only if > not testing for group membership, it would fail if it did test for > membership. An ldapearch revealed that the sAMAccountName was fine, > but, as the fullname in our AD is "Last, first", the CN would be > returned as "Last\, First'. If we renamed the account to Last First, > omitting the comma, authentication using group membership succeded. > The comma is breaking something. Have you seen this before, and is a > fix available? There may be an open bug about this in rt.cpan.org against RT::Authen::ExternalAuth , but I don't know if I've seen a root cause or patch. -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: Thursday, January 06, 2011 10:18 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT-Authen-ExternalAuth and AD... > > On Wed, Jan 05, 2011 at 03:29:01PM -0600, Tollefsen, Lyle wrote: > > We're running RT 3.8.8 and using RT-Authen-ExternalAuth 0.08 to authenticate against Active > > Directory. Any new AD account I create can logon to RT, and have corresponding account created > > in RT, if it is in the necessary security group, but older accounts, mine included, pass the > > password test, but fail at the group membership test, and fail to logon. The RT account, > > however, does get created. The log entries look like this... > > If you turn on debug logging, you should be able to see the query being run and you can run it manually from ldapsearch to see what is going wrong. > > -kevin > > > Jan 5 15:12:29 RT388 RT: AD_GROUP2 AUTH FAILED: my-name > > > > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Externa > > lA > > uth/LDAP.pm:127) > > > > Jan 5 15:12:29 RT388 RT: FAILED LOGIN for my-name from 192.168.1.1 > > (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424) > > > > > > > > As I said above, older accounts (3 years plus) which are members of the group being tested > > fail to fully authenticate, while new accounts which are members of the same group, > > authenticate properly. In fact, If I comment out the group test from RT_SiteConfig.pm, I can > > logon to RT with my old account. > > > > > > > > I don't know if this is pertinent, but we upgraded to Exchange 2007 a few months back, and I > > wonder if the AD schema changes could be affecting things? > > > > > > > > Lyle. > > > > From kfcrocker at lbl.gov Fri Jan 7 15:08:47 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 7 Jan 2011 12:08:47 -0800 Subject: [rt-users] Communicate a message to web UI from inside Scrip? In-Reply-To: <4D263AC7.2080808@netsandbox.de> References: <4D2605A7.4080103@kickflop.net> <4D263AC7.2080808@netsandbox.de> Message-ID: Jeff, That's why I have my scrip put "NOT SET CORRECTLY" in CAPS as a value in the CF. The ticket display will show the CF and the CAPS will STAND OUT and make it easier for the user to see what's up. The Email serves as a reminder to set the CF. Therefore, the user gets reminded two different ways. Kenn LBNL On Thu, Jan 6, 2011 at 1:57 PM, Christian Loos wrote: > How about put a comment with your script in the ticket. > The Ticket history would then look like this: > * Status change from open to resolve > * Comment: ERROR: Cannot resolve without a value for BlahBlah. > * Status change from resolved to open > > I think this would make it clear for the user why they can't resolve the > ticket. > > -Chris > > Am 06.01.2011 19:10, schrieb Jeff Blaine: > > As part of my current solution (ongoing) to the "Don't allow > > resolve if a certain CF is not set" topic, I am resetting > > the ticket status back to "open" when I see that someone > > tried to resolve while the specific CF was not set. > > > > Unfortunately, even though my code set the status back to > > "open", the "BriefMessage" on the transaction still says > > that the status went from "open to resolved" ... yet the > > ticket shows properly *as open still*. > > > > Is there a way to queue one of these notices to the user > > from within my Scrip? > > > > ERROR: Cannot resolve without a value for BlahBlah. > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Jan 7 15:10:09 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 7 Jan 2011 12:10:09 -0800 Subject: [rt-users] How would I send messages from postmaster to another separate queue? In-Reply-To: <20110107145443.GC731@jibsheet.com> References: <20110107145443.GC731@jibsheet.com> Message-ID: Mathieu, I have a scrip that does this. Do you want me to send it to you offline? Kenn LBNL On Fri, Jan 7, 2011 at 6:54 AM, Kevin Falcone wrote: > On Fri, Jan 07, 2011 at 09:39:02AM -0500, Mathieu Longtin wrote: > > Is there a way in RT, without mucking about with the mail server, for > a incoming message from > > postmaster to be shifted to another queue? > > Write a scrip that checks From: but putting procmail in front of > rt-mailgate would probably be easier > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jledford at biltmore.com Fri Jan 7 15:52:15 2011 From: jledford at biltmore.com (Jason Ledford) Date: Fri, 7 Jan 2011 15:52:15 -0500 Subject: [rt-users] Untouched Tickets Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240FAE0DE75@MAILBOX.tbcnet.biltmore.com> I am looking for a way to search for untouched tickets that are not new but untouched for a specified amount of time? I found this http://www.gossamer-threads.com/lists/rt/users/42582?search_string=untouched;#42582 but it looks more like taking action and also using rt-cron. I am just looking to make a search. Any help is appreciated. Jason Ledford Systems Analyst The Biltmore Company One North Pack Square Asheville, NC 28801 (828) 225-6127 -------------- next part -------------- An HTML attachment was scrubbed... URL: From paul at paulororke.net Fri Jan 7 12:26:11 2011 From: paul at paulororke.net (Paul D. O'Rorke) Date: Fri, 7 Jan 2011 09:26:11 -0800 (PST) Subject: [rt-users] Untouched Tickets In-Reply-To: <329513657.841.1294420880924.JavaMail.root@mail> Message-ID: <1861254741.844.1294421171757.JavaMail.root@mail> Hi Jason, I created a Dashboard from the following query made in the Query builder. I call it "Not touched today"... Queue = 'Support' AND Status - 'open' AND LastUpdated < 'yesterday' AND 'CF .{Long Term}' != 'True' The CF is a custom field I have for tickets that are long term and I want to exclude these from my results. This might be a good place to start. Regards From: "Jason Ledford " < jledford @ biltmore .com> To: rt-users at lists. bestpractical .com Sent: Friday, 7 January, 2011 12:52:15 PM Subject: [rt-users] Untouched Tickets I am looking for a way to search for untouched tickets that are not new but untouched for a specified amount of time? I found this http://www.gossamer-threads.com/lists/rt/users/42582?search_string=untouched;#42582 but it looks more like taking action and also using rt-cron. I am just looking to make a search. Any help is appreciated. Jason Ledford Systems Analyst The Biltmore Company One North Pack Square Asheville , NC 28801 (828) 225-6127 -- 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 jledford at biltmore.com Fri Jan 7 16:51:10 2011 From: jledford at biltmore.com (Jason Ledford) Date: Fri, 7 Jan 2011 16:51:10 -0500 Subject: [rt-users] Untouched Tickets In-Reply-To: <1861254741.844.1294421171757.JavaMail.root@mail> References: <329513657.841.1294420880924.JavaMail.root@mail> <1861254741.844.1294421171757.JavaMail.root@mail> Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240FAE0DEA2@MAILBOX.tbcnet.biltmore.com> Funny how no matter how many times I have gone through the interface I didn?t see the LastUpdated field. I like the use of ?yesterday? and this is pretty much what I want. Is there any other variable/function I could use besides yesterday so I could create and save this search and not have to enter a date. Like show me last updated 3 days ago: LastUpdated < 'yesterday -3' AND ( Status = 'new' OR Status = 'open' ) Any way to make a saved search like that? From: Paul D. O'Rorke [mailto:paul at paulororke.net] Sent: Friday, January 07, 2011 12:26 PM To: Jason Ledford Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Untouched Tickets [file:///C:\Users\paul\AppData\Local\Temp\moz-screenshot-674.png][file:///C:\Users\paul\AppData\Local\Temp\moz-screenshot-675.png]Hi Jason, I created a Dashboard from the following query made in the Query builder. I call it "Not touched today"... Queue = 'Support' AND Status - 'open' AND LastUpdated < 'yesterday' AND 'CF.{Long Term}' != 'True' The CF is a custom field I have for tickets that are long term and I want to exclude these from my results. This might be a good place to start. Regards ________________________________ From: "Jason Ledford" To: rt-users at lists.bestpractical.com Sent: Friday, 7 January, 2011 12:52:15 PM Subject: [rt-users] Untouched Tickets I am looking for a way to search for untouched tickets that are not new but untouched for a specified amount of time? I found this http://www.gossamer-threads.com/lists/rt/users/42582?search_string=untouched;#42582 but it looks more like taking action and also using rt-cron. I am just looking to make a search. Any help is appreciated. -- 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 tanguy.lagroy at bt.com Fri Jan 7 17:04:51 2011 From: tanguy.lagroy at bt.com (tanguy.lagroy at bt.com) Date: Fri, 7 Jan 2011 22:04:51 +0000 Subject: [rt-users] Untouched Tickets In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240FAE0DEA2@MAILBOX.tbcnet.biltmore.com> References: <329513657.841.1294420880924.JavaMail.root@mail> <1861254741.844.1294421171757.JavaMail.root@mail> <435CB3214F92FD4E8E5CEEB86A20440240FAE0DEA2@MAILBOX.tbcnet.biltmore.com> Message-ID: <05CF9CC4-4FA8-45A8-B14C-7871899625A3@bt.com> LastUpdated < 3 days ago Works fine ! So simple Le 7 janv. 2011 ? 22:51, "Jason Ledford" > a ?crit : LastUpdated < From gregory at accesskenya.com Sat Jan 8 03:47:16 2011 From: gregory at accesskenya.com (Gregory Greafers) Date: Sat, 08 Jan 2011 11:47:16 +0300 Subject: [rt-users] RT 3.8.8 on CentOS 5.5 slows down/hangs Message-ID: <1294476437.4481.30.camel@greg-HP-Compaq-6730s> Hullo RT Community, I finally have my RT 3.8.8 running on CentOS 5.5. It works fine but usually slows down at some point, whereby the RT page take long to load, even on refresh. This forces me to restart my Apache web server service for it to respond fast enough. I have done this like 4 times now. I thought our local DNS was slow in name resolution, so I tried accessing the RT page using its IP but nothing changes. Any ideas on where I could start troubleshooting? I need to pinpoint what exactly slows it at some random point, say in the evening or midmorning. -- Regards, Gregory Okoth NOC Engineer Email:noc at accesskenya.com Tel: (254 20) 360 0908 Fax: (254 20)(254 20) 360 0001 From edropps at itasoftware.com Sat Jan 8 03:54:21 2011 From: edropps at itasoftware.com (Eric Dropps) Date: Sat, 8 Jan 2011 03:54:21 -0500 (EST) Subject: [rt-users] RT 3.8.8 on CentOS 5.5 slows down/hangs In-Reply-To: <1294476437.4481.30.camel@greg-HP-Compaq-6730s> References: <1294476437.4481.30.camel@greg-HP-Compaq-6730s> Message-ID: <006a01cbaf11$a36aa050$ea3fe0f0$@itasoftware.com> Are you using fastcgi? If so, I highly recommend a regular cron job to restart apache. We've found that fcgi will always make RT slower over time on CentOS (once of many reasons we're moving away from that platform) Hope that helps, Eric Dropps Systems Engineer ITA Software, Inc. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gregory Greafers Sent: Saturday, January 08, 2011 3:47 AM To: rt-users Subject: [rt-users] RT 3.8.8 on CentOS 5.5 slows down/hangs Hullo RT Community, I finally have my RT 3.8.8 running on CentOS 5.5. It works fine but usually slows down at some point, whereby the RT page take long to load, even on refresh. This forces me to restart my Apache web server service for it to respond fast enough. I have done this like 4 times now. I thought our local DNS was slow in name resolution, so I tried accessing the RT page using its IP but nothing changes. Any ideas on where I could start troubleshooting? I need to pinpoint what exactly slows it at some random point, say in the evening or midmorning. -- Regards, Gregory Okoth NOC Engineer Email:noc at accesskenya.com Tel: (254 20) 360 0908 Fax: (254 20)(254 20) 360 0001 From gregory at accesskenya.com Sat Jan 8 04:19:34 2011 From: gregory at accesskenya.com (Gregory Okoth) Date: Sat, 8 Jan 2011 12:19:34 +0300 Subject: [rt-users] RT 3.8.8 on CentOS 5.5 slows down/hangs In-Reply-To: <006a01cbaf11$a36aa050$ea3fe0f0$@itasoftware.com> References: <1294476437.4481.30.camel@greg-HP-Compaq-6730s> <006a01cbaf11$a36aa050$ea3fe0f0$@itasoftware.com> Message-ID: <046f01cbaf15$2b6a4570$823ed050$@com> Hi Eric, I am using mod_perl2, mysql. FastCGI is complex during setup - so I thought since am not so experienced in Linux [but the love is growing day by day! :-) ] Regards, Gregory Okoth NOC Engineer Email: gregory at accesskenya.com Web: www.accesskenya.com -----Original Message----- From: Eric Dropps [mailto:edropps at itasoftware.com] Sent: Saturday, January 08, 2011 11:54 AM To: gregory at accesskenya.com; 'rt-users' Subject: RE: [rt-users] RT 3.8.8 on CentOS 5.5 slows down/hangs Are you using fastcgi? If so, I highly recommend a regular cron job to restart apache. We've found that fcgi will always make RT slower over time on CentOS (once of many reasons we're moving away from that platform) Hope that helps, Eric Dropps Systems Engineer ITA Software, Inc. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gregory Greafers Sent: Saturday, January 08, 2011 3:47 AM To: rt-users Subject: [rt-users] RT 3.8.8 on CentOS 5.5 slows down/hangs Hullo RT Community, I finally have my RT 3.8.8 running on CentOS 5.5. It works fine but usually slows down at some point, whereby the RT page take long to load, even on refresh. This forces me to restart my Apache web server service for it to respond fast enough. I have done this like 4 times now. I thought our local DNS was slow in name resolution, so I tried accessing the RT page using its IP but nothing changes. Any ideas on where I could start troubleshooting? I need to pinpoint what exactly slows it at some random point, say in the evening or midmorning. -- Regards, Gregory Okoth NOC Engineer Email:noc at accesskenya.com Tel: (254 20) 360 0908 Fax: (254 20)(254 20) 360 0001 From odhiambo at gmail.com Sat Jan 8 05:32:30 2011 From: odhiambo at gmail.com (Odhiambo Washington) Date: Sat, 8 Jan 2011 13:32:30 +0300 Subject: [rt-users] RT 3.8.8 on CentOS 5.5 slows down/hangs In-Reply-To: <1294476437.4481.30.camel@greg-HP-Compaq-6730s> References: <1294476437.4481.30.camel@greg-HP-Compaq-6730s> Message-ID: On Sat, Jan 8, 2011 at 11:47 AM, Gregory Greafers wrote: > Hullo RT Community, > I finally have my RT 3.8.8 running on CentOS 5.5. It works fine but > usually slows down at some point, whereby the RT page take long to load, > even on refresh. This forces me to restart my Apache web server service > for it to respond fast enough. I have done this like 4 times now. > > I thought our local DNS was slow in name resolution, so I tried > accessing the RT page using its IP but nothing changes. > > Any ideas on where I could start troubleshooting? I need to pinpoint > what exactly slows it at some random point, say in the evening or > midmorning. > > RT's performance is somehow pegged to the performance of the database server (MySQL, PgSQL or Oracle). So I suggest you take a tour of mysqltuner.pl(this is a website that also leads you to a script to help tune your MySQL server). That is a specific shot in only one aspect. There are others but you did not say much about your Apache, MySQL server, server specs... -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Damn!! -------------- next part -------------- An HTML attachment was scrubbed... URL: From naresh at hewittandmay.com Sat Jan 8 07:02:47 2011 From: naresh at hewittandmay.com (naresh at hewittandmay.com) Date: Sat, 8 Jan 2011 12:02:47 +0000 Subject: [rt-users] RT 3.8.8 on CentOS 5.5 slows down/hangs In-Reply-To: <006a01cbaf11$a36aa050$ea3fe0f0$@itasoftware.com> References: <1294476437.4481.30.camel@greg-HP-Compaq-6730s><006a01cbaf11$a36aa050$ea3fe0f0$@itasoftware.com> Message-ID: <314226668-1294488212-cardhu_decombobulator_blackberry.rim.net-1875250011-@b16.c2.bise7.blackberry> We have the same problem Fedora 9 Mysql Apache http mod_perl2 Everynight a cron restarts htppd and this keeps RT reasonably fast. If we restart httpd anytime during the day it is ultra fast until a few hours later. Naresh ------------------ -----Original Message----- From: "Eric Dropps" Sender: rt-users-bounces at lists.bestpractical.com Date: Sat, 8 Jan 2011 03:54:21 To: ; 'rt-users' Subject: Re: [rt-users] RT 3.8.8 on CentOS 5.5 slows down/hangs Are you using fastcgi? If so, I highly recommend a regular cron job to restart apache. We've found that fcgi will always make RT slower over time on CentOS (once of many reasons we're moving away from that platform) Hope that helps, Eric Dropps Systems Engineer ITA Software, Inc. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gregory Greafers Sent: Saturday, January 08, 2011 3:47 AM To: rt-users Subject: [rt-users] RT 3.8.8 on CentOS 5.5 slows down/hangs Hullo RT Community, I finally have my RT 3.8.8 running on CentOS 5.5. It works fine but usually slows down at some point, whereby the RT page take long to load, even on refresh. This forces me to restart my Apache web server service for it to respond fast enough. I have done this like 4 times now. I thought our local DNS was slow in name resolution, so I tried accessing the RT page using its IP but nothing changes. Any ideas on where I could start troubleshooting? I need to pinpoint what exactly slows it at some random point, say in the evening or midmorning. -- Regards, Gregory Okoth NOC Engineer Email:noc at accesskenya.com Tel: (254 20) 360 0908 Fax: (254 20)(254 20) 360 0001 From mark.jenks at iodincorporated.com Sun Jan 9 08:46:43 2011 From: mark.jenks at iodincorporated.com (Mark Jenks) Date: Sun, 9 Jan 2011 07:46:43 -0600 Subject: [rt-users] Remove a post to the group? Message-ID: I posted something out here, and now the link is showing up in Google search, and I want to get rid of it. Is there a way to completely remove a post? http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg27228.ht ml Mark Jenks Network Administrator 1030 Ontario Road Green Bay, WI 54311 p: 920.406.3702 mark.jenks at iodincorporated.com Electronic Privacy Notice. This e-mail, and any attachments, contains information that is, or may be, covered by electronic communications privacy laws, and is also confidential and proprietary in nature. If you are not the intended recipient, please be advised that you are legally prohibited from retaining, using, copying, distributing, or otherwise disclosing this information in any manner. Instead, please reply to the sender that you have received this communication in error, and then immediately delete it. Thank you in advance for your cooperation -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 11481 bytes Desc: image001.jpg URL: From ruz at bestpractical.com Sun Jan 9 18:27:35 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 10 Jan 2011 02:27:35 +0300 Subject: [rt-users] Remove a post to the group? In-Reply-To: References: Message-ID: Hello, It's in google cache, in bestpractical's archive, in mail-archive.com, in gossamer threads archive, every recipient has it and probably more places where it's public. Think twice before sending anything to a public mailing list or forum. On Sun, Jan 9, 2011 at 4:46 PM, Mark Jenks wrote: > I posted something out here, and now the link is showing up in Google > search, and I want to get rid of it. > > > > Is there a way to completely remove a post? > > > > http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg27228.html > > > > > > > > Mark Jenks > > Network Administrator > > *[image: IOD Incorporated E-Mail Signature Graphic 11-29-10]* > > 1030 Ontario Road Green Bay, WI 54311 p: 920.406.3702 > > > > mark.jenks at iodincorporated.com > > > > Electronic Privacy Notice. This e-mail, and any attachments, contains > information that is, or may be, covered by electronic communications privacy > laws, and is also confidential and proprietary in nature. If you are not the > intended recipient, please be advised that you are legally prohibited from > retaining, using, copying, distributing, or otherwise disclosing this > information in any manner. Instead, please reply to the sender that you have > received this communication in error, and then immediately delete it. Thank > you in advance for your cooperation ?? > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtusers-20090205 at billmail.scconsult.com Sun Jan 9 14:20:57 2011 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Sun, 09 Jan 2011 14:20:57 -0500 Subject: [rt-users] Remove a post to the group? In-Reply-To: References: Message-ID: <4D2A0A99.70601@billmail.scconsult.com> Mark Jenks wrote, On 1/9/11 8:46 AM: > I posted something out here, and now the link is showing up in Google > search, and I want to get rid of it. > > Is there a way to completely remove a post? > > http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg27228.html No. You could try to get mail-archive.com to pull their copy down, but they are not the only site that offers a public archive of the RT-Users list. I wouldn't expect most operators of list archives sites to kill messages without very strong justifications that are not obvious in that message. Beyond that, it isn't really possible to know all of the places where copies of messages sent to a public mailing list may have been sent, and there is no way to prevent someone with an archived copy from making it openly accessible. Even if you got the half-dozen easily found copies removed now, you would have the possibility of other copies appearing at any time. > Electronic Privacy Notice. This e-mail, and any attachments, contains > information that is, or may be, covered by electronic communications > privacy laws, and is also confidential and proprietary in nature. If you > are not the intended recipient, please be advised that you are legally > prohibited from retaining, using, copying, distributing, or otherwise > disclosing this information in any manner. Instead, please reply to the > sender that you have received this communication in error, and then > immediately delete it. Thank you in advance for your cooperation ?? The fact that your lawyers have convinced you to tack that absurdity onto every email you send does not give it force. When you send a piece of email to a public mailing list, you effectively give up any realistic expectation that you can control who may see that email. From nectar020 at gmail.com Sun Jan 9 22:09:19 2011 From: nectar020 at gmail.com (nectar) Date: Mon, 10 Jan 2011 11:09:19 +0800 Subject: [rt-users] how to check if can receive email from special domain Message-ID: Sir, Our RT can not receive email from special domain(for example, tom at test.com), it is okay before. a. We can sent email to tom at test.com via RT web UI(create ticket for him) b. But RT can not receive email from tom at test.com or he can not update ticket c. If we use my at gmail.com sent email to tom at test.com, my at gmail.com can get reply email from tom at test.com If our RT blocked emails from tom at test.com? Thank you. -- LiuJia From jbaker at wgm.us Mon Jan 10 12:07:37 2011 From: jbaker at wgm.us (Jon Baker) Date: Mon, 10 Jan 2011 11:07:37 -0600 Subject: [rt-users] Remove a post to the group? In-Reply-To: References: Message-ID: Your best bet is probably to put in a robots.txt directive to tell Google (and any other search engine) to get rid of their record, at least then it would get removed from search results. On Jan 10, 2011, at 11:00 AM, rt-users-request at lists.bestpractical.com wrote: >> I posted something out here, and now the link is showing up in Google >> search, and I want to get rid of it. >> >> >> >> Is there a way to completely remove a post? -- 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 jbaker at wgm.us Mon Jan 10 12:13:20 2011 From: jbaker at wgm.us (Jon Baker) Date: Mon, 10 Jan 2011 11:13:20 -0600 Subject: [rt-users] how to check if can receive email from special domain In-Reply-To: References: Message-ID: <0EC222B7-2D2E-48DD-8C43-5CBBBE31366E@wgm.us> Is tom at test.com getting a bounce message from RT? If they are not, it's most likely not getting that far. I'd look in the mail logs and make sure your MTA isn't blocking his message for some reason; if you see the message arriving there and being delivered to RT, you'll need to look in the RT logs to see what RT is doing with it. But it's unlikely that RT is blocking a message from a specific domain. On Jan 10, 2011, at 11:00 AM, rt-users-request at lists.bestpractical.com wrote: > Sir, > > Our RT can not receive email from special domain(for example, > tom at test.com), it is okay before. > > a. We can sent email to tom at test.com via RT web UI(create ticket for > him) > b. But RT can not receive email from tom at test.com or he can not > update ticket > c. If we use my at gmail.com sent email to tom at test.com, my at gmail.com can > get reply email from tom at test.com > > If our RT blocked emails from tom at test.com? > > Thank you. > > -- > LiuJia -- 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 kris_germann at 295.ca Mon Jan 10 12:21:31 2011 From: kris_germann at 295.ca (Kris Germann) Date: Mon, 10 Jan 2011 12:21:31 -0500 Subject: [rt-users] Status = 'rejected' blocks email address? In-Reply-To: <0EC222B7-2D2E-48DD-8C43-5CBBBE31366E@wgm.us> References: <0EC222B7-2D2E-48DD-8C43-5CBBBE31366E@wgm.us> Message-ID: <000301cbb0ea$d4399350$7cacb9f0$@ca> Does anybody know if this is even possible? When you set a ticket status to 'rejected' that it automatically add a condition to block that email address permanently? Getting a lot of spam of late . Kris Germann Supervisor, Sales & Technical Support Fibernetics Corporation freephoneline.ca 605 Boxwood Drive Cambridge ON, N3E1A5 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Kelly.Murphy at onvoy.com Mon Jan 10 12:55:25 2011 From: Kelly.Murphy at onvoy.com (Kelly Murphy) Date: Mon, 10 Jan 2011 11:55:25 -0600 Subject: [rt-users] Question on 3.8.7 Message-ID: <3530FFF56440484E99E850962EEB10B5021012D1C5@mail02.lan.onvoy.com> Just installed and Migrated from earlier RT. Everything went well with one exception, when Loading a ticket after running a Saved query users need to relogin. Constantly, if the users create a new query from scratch and run it, everything works correctly, it's just when running from a saved query. Any Ideas? From anna.milovanova at gmail.com Mon Jan 10 14:44:26 2011 From: anna.milovanova at gmail.com (Anna Milovanova) Date: Mon, 10 Jan 2011 14:44:26 -0500 Subject: [rt-users] test Message-ID: test -------------- next part -------------- An HTML attachment was scrubbed... URL: From tarminuscf at gmail.com Mon Jan 10 14:56:32 2011 From: tarminuscf at gmail.com (Andy Lee) Date: Mon, 10 Jan 2011 11:56:32 -0800 Subject: [rt-users] test In-Reply-To: References: Message-ID: Sorry, but your test was not successful. j/k :) tar On Mon, Jan 10, 2011 at 11:44 AM, Anna Milovanova wrote: > test -------------- next part -------------- An HTML attachment was scrubbed... URL: From richard.pickett at csrtechnologies.com Mon Jan 10 15:54:27 2011 From: richard.pickett at csrtechnologies.com (Richard Pickett) Date: Mon, 10 Jan 2011 14:54:27 -0600 Subject: [rt-users] "Password: Password: Permission Denied" Message-ID: Subject says it all. I create a new user, mark that they can be granted rights, set their password, etc. When the user then goes to change their password (after logging in), that's the error they get. Ideas? Thanks and God Bless, Richard W. Pickett, Jr. www.MyHaitianAdoption.org P.S. Have you downloaded the journal from my trip to Haiti: http://www.myhaitianadoption.org/trips/journal-earthquake-rescue-jan-23-feb-2/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at superb.net Mon Jan 10 16:07:10 2011 From: lstewart at superb.net (Landon Stewart) Date: Mon, 10 Jan 2011 13:07:10 -0800 Subject: [rt-users] "Password: Password: Permission Denied" In-Reply-To: References: Message-ID: On Mon, Jan 10, 2011 at 12:54 PM, Richard Pickett < richard.pickett at csrtechnologies.com> wrote: > Subject says it all. > > I create a new user, mark that they can be granted rights, set their > password, etc. When the user then goes to change their password (after > logging in), that's the error they get. > > Ideas? > Hi Richard, Perhaps the user or their group does not have "ModifySelf" rights? -- Landon Stewart SuperbHosting.Net by Superb Internet Corp. Toll Free (US/Canada): 888-354-6128 x 4199 Direct: 206-438-5879 Web hosting and more "Ahead of the Rest": http://www.superbhosting.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Mon Jan 10 16:58:53 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 10 Jan 2011 16:58:53 -0500 Subject: [rt-users] Communicate a message to web UI from inside Scrip? In-Reply-To: <4D272B3C.4040605@kickflop.net> References: <4D2605A7.4080103@kickflop.net> <4D2637BA.4040400@kickflop.net> <4D2685A7.5080103@kickflop.net> <20110107145606.GD731@jibsheet.com> <4D272B3C.4040605@kickflop.net> Message-ID: <4D2B811D.3040002@kickflop.net> Still no luck. Can anyone suggest how I might debug why this isn't working? I'm begging at this point :) Here's the most complete picture I can paint for you right now: The following entire directory structure is set "drwxr-xr-x" /rt/local/ |-- html/ |---- Callbacks/ |---- MyCallbacks/ |----- Ticket/ |-- Display.html/ # pwd /rt/local/html/Callbacks/MyCallbacks/Ticket/Display.html # ls -l BeforeDisplay -rw-r--r-- 1 rt root 668 Jan 6 22:19 BeforeDisplay # # cat BeforeDisplay <%INIT> $RT::Logger->crit("In Display.html/BeforeDisplay\n"); return 1; <%ARGS> $Actions => [] # # /etc/init.d/rtsrv1dev-httpd restart Stopping httpd: httpd Starting httpd: httpd # Login to site. Here you can see that various calls to RT::Logger *do* log to /var/log/messages Jan 10 16:26:25 rtdev1 RT: Successful login for jblaine from xx.xx.5.133 (/rt/bin/../lib/RT/Interface/Web.pm:430) View ticket, resolve ticket, again proof that logging can happen: Jan 10 16:27:11 rtdev1 RT: Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/lib/perl5/site_perl/5.8.8 /HTML/Mason/ApacheHandler.pm line 1020 (/rt/bin/webmux.pl:168) Re-open ticket, resolve ticket, view ticket over and over... [ nothing ] If I then add the following to the callback code (inside the INIT block), nothing is ever written out to /tmp/jblaine.txt: open (GRRR, '>>/tmp/jblaine.txt'); print GRRR "HELLO?\n"; close (GRRR); So the code is never even getting executed. If I then 'cp BeforeDisplay BeforeActionList' and also 'cp BeforeDisplay BeforeShowSummary' to create two more callback tests, in order to prove that it's not just the callback for BeforeDisplay that is broken ... those do not work *either* (after a server restart of course). On 1/7/2011 10:03 AM, Jeff Blaine wrote: > On 1/7/2011 9:56 AM, Kevin Falcone wrote: >> On Thu, Jan 06, 2011 at 10:16:55PM -0500, Jeff Blaine wrote: >>> # ls -l BeforeDisplay >>> -rw-r--r-- 1 rt root 689 Jan 6 22:06 BeforeDisplay >> >> Can your web user read this file? > > Every directory from (and including) /rt/local downward > is world readable and executable/traversable. > > The file, as above, is world readable. > From chris-barnes at tamu.edu Mon Jan 10 17:29:15 2011 From: chris-barnes at tamu.edu (Chris Barnes) Date: Mon, 10 Jan 2011 16:29:15 -0600 Subject: [rt-users] stupid question (noob) Message-ID: <4D2B883B.6050600@tamu.edu> We have just started using RT and are quite pleased with our initial impressions. But there is one thing I *really* wish it would do and am hoping there is a configuration tweak I can make There is an open ticket * We use the "Reply" link/button to get information back from the user * The user replies to the email message (properly keeping the subject line in-tact --> is there anyway for RT to indicate that there is "new information" in the ticket that we need to look at? -- 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 lstewart at superb.net Mon Jan 10 17:33:34 2011 From: lstewart at superb.net (Landon Stewart) Date: Mon, 10 Jan 2011 14:33:34 -0800 Subject: [rt-users] stupid question (noob) In-Reply-To: <4D2B883B.6050600@tamu.edu> References: <4D2B883B.6050600@tamu.edu> Message-ID: On Mon, Jan 10, 2011 at 2:29 PM, Chris Barnes wrote: > We have just started using RT and are quite pleased with our initial > impressions. But there is one thing I *really* wish it would do and am > hoping there is a configuration tweak I can make > > There is an open ticket > * We use the "Reply" link/button to get information back from the user > * The user replies to the email message (properly keeping the subject line > in-tact > > --> is there anyway for RT to indicate that there is "new information" in > the ticket that we need to look at? > When I reply to the 'requestor' I mark the ticket status as "Stalled" unless there's more I need to do before they get back to me with more information. When they reply it will automatically be marked with a status of "Open" again (as per a global Scrip). Appart from that you can modify the ticket list to include the 'last updated time' and 'last updated by' fields and even sort by the time field so you can see the oldest first or something. -- Landon Stewart SuperbHosting.Net by Superb Internet Corp. Toll Free (US/Canada): 888-354-6128 x 4199 Direct: 206-438-5879 Web hosting and more "Ahead of the Rest": http://www.superbhosting.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Jan 10 18:14:53 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 10 Jan 2011 18:14:53 -0500 Subject: [rt-users] stupid question (noob) In-Reply-To: <4D2B883B.6050600@tamu.edu> References: <4D2B883B.6050600@tamu.edu> Message-ID: <20110110231453.GF731@jibsheet.com> On Mon, Jan 10, 2011 at 04:29:15PM -0600, Chris Barnes wrote: > We have just started using RT and are quite pleased with our initial > impressions. But there is one thing I *really* wish it would do > and am hoping there is a configuration tweak I can make > > There is an open ticket > * We use the "Reply" link/button to get information back from the user > * The user replies to the email message (properly keeping the > subject line in-tact > > --> is there anyway for RT to indicate that there is "new > information" in the ticket that we need to look at? You can have RT forward the email from the end user to the ticket owner, or in the UI you could use LastUpdated/LastUpdateBy or UpdateStatus on your saved search. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From toml at bitstatement.net Mon Jan 10 18:57:46 2011 From: toml at bitstatement.net (Tom Lahti) Date: Mon, 10 Jan 2011 15:57:46 -0800 Subject: [rt-users] rt-client ruby gem In-Reply-To: <4D2ACCF5.9080107@heanet.ie> References: <4D2ACCF5.9080107@heanet.ie> Message-ID: <377670A5-41EF-435E-A56A-FCE1D30A33C7@bitstatement.net> I've filed a bug report. http://issues.bestpractical.com/Ticket/Display.html?id=16418 This is probably the 3rd time its come up. I've discussed it with Jesse on the RT user's list and he recommended filing a bug report the last time it came up. The problem isn't really with rt-client, its with RT. This non-compliance with RFC 822 when that was intended will cause not only rt-client to fail, but other similar libraries as well that use a 3rd party RFC 822 parser. Having a space in the field name of an RFC 822 header is not compliant with the RFC. I suspect that Jesse or someone at Best Practical will patch up RT in a future release to close this hole in their RFC compliance by doing a placeholder substitution, possibly with the addition of a config variable to turn the substition on/off so that those who aren't broken and depend on the space don't get broken by the fix. Or, they might do it by simply not claiming RFC 822 compliance on the REST interface :) -- Tom Lahti, SCMDBA, LPIC-1, CLA BIT LLC 425-251-0833 x 117 On Jan 10, 2011, at 1:10 AM, Brian McArdle wrote: > Hi Tom, > > First and foremost, thanks a million for the gem, makes my life a lot > easier! :) > > We did hit one issue though - we have some custom fields which contain > spaces, and this causes TMail to crash with a SyntaxError: > > TMail::SyntaxError (wrong mail header: '"CF.{Impacts SLA}: NO\n"'): > app/controllers/portal_controller.rb:34:in `tickets' > > I managed to remedy this with the below code, which you might be > interested in putting in the source. I inserted it everywhere in > client.rb where you made adjustments for Tmail (e.g. line 153). [snip] -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2943 bytes Desc: not available URL: From jesse at bestpractical.com Mon Jan 10 19:11:48 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 10 Jan 2011 19:11:48 -0500 Subject: [rt-users] rt-client ruby gem In-Reply-To: <377670A5-41EF-435E-A56A-FCE1D30A33C7@bitstatement.net> References: <4D2ACCF5.9080107@heanet.ie> <377670A5-41EF-435E-A56A-FCE1D30A33C7@bitstatement.net> Message-ID: <20110111001147.GO16809@bestpractical.com> On Mon, Jan 10, 2011 at 03:57:46PM -0800, Tom Lahti wrote: > I've filed a bug report. http://issues.bestpractical.com/Ticket/Display.html?id=16418 > > This is probably the 3rd time its come up. I've discussed it with Jesse on the RT user's list and he recommended filing a bug report the last time it came up. The problem isn't really with rt-client, its with RT. This non-compliance with RFC 822 when that was intended will cause not only rt-client to fail, but other similar libraries as well that use a 3rd party RFC 822 parser. Having a space in the field name of an RFC 822 header is not compliant with the RFC. I don't think we've ever claimed to be RFC 822 compliant. Have we? From toml at bitstatement.net Mon Jan 10 19:27:40 2011 From: toml at bitstatement.net (Tom Lahti) Date: Mon, 10 Jan 2011 16:27:40 -0800 Subject: [rt-users] rt-client ruby gem In-Reply-To: <20110111001147.GO16809@bestpractical.com> References: <4D2ACCF5.9080107@heanet.ie> <377670A5-41EF-435E-A56A-FCE1D30A33C7@bitstatement.net> <20110111001147.GO16809@bestpractical.com> Message-ID: <88E84C3F-89B1-438B-93A3-2061C66D6649@bitstatement.net> It was in something I read somewhere regarding the REST interface. Maybe it was in the wiki and someone else wrote it. -- Tom Lahti, SCMDBA, LPIC-1, CLA BIT LLC 425-251-0833 x 117 >> I've filed a bug report. http://issues.bestpractical.com/Ticket/Display.html?id=16418 >> >> This is probably the 3rd time its come up. I've discussed it with Jesse on the RT user's list and he recommended filing a bug report the last time it came up. The problem isn't really with rt-client, its with RT. This non-compliance with RFC 822 when that was intended will cause not only rt-client to fail, but other similar libraries as well that use a 3rd party RFC 822 parser. Having a space in the field name of an RFC 822 header is not compliant with the RFC. > > I don't think we've ever claimed to be RFC 822 compliant. Have we? -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2943 bytes Desc: not available URL: From toml at bitstatement.net Mon Jan 10 19:34:16 2011 From: toml at bitstatement.net (Tom Lahti) Date: Mon, 10 Jan 2011 16:34:16 -0800 Subject: [rt-users] rt-client ruby gem In-Reply-To: <88E84C3F-89B1-438B-93A3-2061C66D6649@bitstatement.net> References: <4D2ACCF5.9080107@heanet.ie> <377670A5-41EF-435E-A56A-FCE1D30A33C7@bitstatement.net> <20110111001147.GO16809@bestpractical.com> <88E84C3F-89B1-438B-93A3-2061C66D6649@bitstatement.net> Message-ID: <20C9C3D5-1B6A-46CC-B839-F2BCD797DB86@bitstatement.net> Surely you remember this thread as well? http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg28493.html -- Tom Lahti, SCMDBA, LPIC-1, CLA BIT LLC 425-251-0833 x 117 On Jan 10, 2011, at 4:27 PM, Tom Lahti wrote: > It was in something I read somewhere regarding the REST interface. Maybe it was in the wiki and someone else wrote it. > > -- > Tom Lahti, SCMDBA, LPIC-1, CLA > BIT LLC > 425-251-0833 x 117 > >>> I've filed a bug report. http://issues.bestpractical.com/Ticket/Display.html?id=16418 >>> >>> This is probably the 3rd time its come up. I've discussed it with Jesse on the RT user's list and he recommended filing a bug report the last time it came up. The problem isn't really with rt-client, its with RT. This non-compliance with RFC 822 when that was intended will cause not only rt-client to fail, but other similar libraries as well that use a 3rd party RFC 822 parser. Having a space in the field name of an RFC 822 header is not compliant with the RFC. >> >> I don't think we've ever claimed to be RFC 822 compliant. Have we? > -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2943 bytes Desc: not available URL: From toml at bitstatement.net Mon Jan 10 19:41:49 2011 From: toml at bitstatement.net (Tom Lahti) Date: Mon, 10 Jan 2011 16:41:49 -0800 Subject: [rt-users] rt-client ruby gem In-Reply-To: <20C9C3D5-1B6A-46CC-B839-F2BCD797DB86@bitstatement.net> References: <4D2ACCF5.9080107@heanet.ie> <377670A5-41EF-435E-A56A-FCE1D30A33C7@bitstatement.net> <20110111001147.GO16809@bestpractical.com> <88E84C3F-89B1-438B-93A3-2061C66D6649@bitstatement.net> <20C9C3D5-1B6A-46CC-B839-F2BCD797DB86@bitstatement.net> Message-ID: <87583C66-844F-4E4E-A48A-4AAB2F678BF7@bitstatement.net> Ah, I know where I got the idea. RT::Client::REST on CPAN uses Mail::RFC822::Address from CPAN, I believe. The evilness of spaces in field-names is far less than the one back in October, with null lines preceeding and after a header in the metadata, which is how the body is supposed to be separated from the metadata. Not sure how that one happens, but it makes parsing rather difficult. -- Tom Lahti, SCMDBA, LPIC-1, CLA BIT LLC 425-251-0833 x 117 On Jan 10, 2011, at 4:34 PM, Tom Lahti wrote: > Surely you remember this thread as well? > > http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg28493.html -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2943 bytes Desc: not available URL: From nlayne at telebarbados.com Mon Jan 10 22:04:52 2011 From: nlayne at telebarbados.com (=?iso-8859-1?Q?Nic=F4le_Layne-Balram?=) Date: Mon, 10 Jan 2011 23:04:52 -0400 Subject: [rt-users] External users unable to create tickets since ExternalAuth activated Message-ID: <4C137E3BA6DB4A4291596A118437D8E501929A70@exchange1.telebarbados.com> Since implementing external auth (LDAP option), RT works as expected for users within AD, but I've just realized that external users are unable to create tickets, even with the appropriate "Everybody" permissions set via the web interface (globally as well as queue-specific). Error within logs: *timestamp* RT RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: Autocreated on ticket submission, Disabled: 0, EmailAddress: yyy at hotmail.com, Name: yyy at hotmail.com, Password: , Privileged: 0, RealName: Jane Doe (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) Jan 10 21:21:58 RT RT: Couldn't load user 'yyy at hotmail.com'.giving up (/opt/rt3/bin/../lib/RT/Interface/Email.pm:947) RT_SiteConfig.pm: Set($rtname , "xxx.com"); Set($Organization , "xxx.com"); Set($Timezone , 'US/Eastern'); Set($DatabaseType , 'mysql'); Set($DatabaseHost , 'localhost'); Set($DatabaseRTHost , 'localhost'); Set($DatabasePort , ''); Set($DatabaseUser , 'rt'); Set($DatabasePassword , 'xyz'); Set($OwnerEmail , 'root'); Set($RTAddressRegexp , '([a-z]+)\@rt\.xxx\.com$'); Set($ValidateUserEmailAddresses, 1); Set($CorrespondAddress , 'no-reply at rt.xxx.com'); Set($CommentAddress , 'no-reply-comment at rt.xxx.com'); Set( $WebDomain, 'rt.xxx.com' ); Set($WebPath, ""); Set($CanonicalizeRedirectURLs, 1); Set($LogToSyslog , 'info'); Set($UnsafeEmailCommands,1); Set($LogToSyslog, "debug"); Set($AutoCreateNonExternalUsers, 1); Set($AutoCreate, {Privileged => 1}); Set(@Plugins,qw(RT::FM RT::Extension::QueueDeactivatedScrips RT::Extension::MobileUI RT::Authen::ExternalAuth)); require "/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/My_RT_SiteConfig.pm"; 1; External User gets two returned e-mails from no-reply at rt.xxx.com: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. User 'yyy at hotmail.com' could not be loaded in the mail gateway Any help and suggestions would be greatly appreciated. Thanks, Nic?le From wmodes at ucsc.edu Mon Jan 10 21:03:37 2011 From: wmodes at ucsc.edu (Wes Modes) Date: Mon, 10 Jan 2011 18:03:37 -0800 Subject: [rt-users] ExternalAuth help needed Message-ID: <4D2BBA79.5000804@ucsc.edu> I am using ExternalAuth to connect RT3.8.8 to LDAP. Detailed documentation seems to be woefully absent, and I've scoured the web and tried the dozens of conflicting suggestions, so I'm turning to y'all. Here's the error I get: [Tue Jan 11 01:41:56 2011] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_INVALID_DN_SYNTAX 34 (/usr/local/rt/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467) Here's the LDAP section from my RT_Authen-ExternalAuth.pm 'My_LDAP' => { ## GENERIC SECTION # The type of service (db/ldap/cookie) 'type' => 'ldap', # The server hosting the service 'server' => 'dir1.library.ucsc.edu', ## SERVICE-SPECIFIC SECTION # If you can bind to your LDAP server anonymously you should # remove the user and pass config lines, otherwise specify them here: # # The username RT should use to connect to the LDAP server 'user' => 'cn=admin,dc=ucsc,dc=edu', # The password RT should use to connect to the LDAP server 'pass' => 'PASSWORD', # # The LDAP search base 'base' => 'ou=people,dc=ucsc,dc=edu', # # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES! # YOU **MUST** SPECIFY A filter AND A d_filter!! # # The filter to use to match RT-Users 'filter' => '(objectClass=person)', # A catch-all example filter: '(objectClass=*)' # # The filter that will only match disabled users 'd_filter' => '(objectClass=FooBarBaz)', # A catch-none example d_filter: '(objectClass=FooBarBaz)' # # Should we try to use TLS to encrypt connections? 'tls' => 0, # SSL Version to provide to Net::SSLeay *if* using SSL 'ssl_version' => 3, # What other args should I pass to Net::LDAP->new($host, at args)? 'net_ldap_args' => [ version => 3 ], # Does authentication depend on group membership? What group name? 'group' => 'staff', # What is the attribute for the group object that determines membership? 'group_attr' => 'ou=group,dc=ucsc,dc=edu', ## RT ATTRIBUTE MATCHING SECTION # The list of RT attributes that uniquely identify a user # This example shows what you *can* specify.. I recommend reducing this # to just the Name and EmailAddress to save encountering problems later. 'attr_match_list' => [ 'Name', 'EmailAddress', ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'ExternalAuthId' => 'uid', 'Gecos' => 'gecos', 'WorkPhone' => 'telephoneNumber', } }, What more do you need to know to help me get this working? Wes -------------- next part -------------- An HTML attachment was scrubbed... URL: From richard.pickett at csrtechnologies.com Mon Jan 10 22:20:06 2011 From: richard.pickett at csrtechnologies.com (Richard Pickett) Date: Mon, 10 Jan 2011 21:20:06 -0600 Subject: [rt-users] "Password: Password: Permission Denied" In-Reply-To: References: Message-ID: > Hi Richard, > > Perhaps the user or their group does not have "ModifySelf" rights? > Why would the default user creation have it set where they can't even edit some of their own settings? Especially their own password? I'm glad that's the problem, but it doesn't make much sense. -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Tue Jan 11 02:37:26 2011 From: JoopvandeWege at mococo.nl (Joop) Date: Tue, 11 Jan 2011 08:37:26 +0100 Subject: [rt-users] stupid question (noob) In-Reply-To: <4D2B883B.6050600@tamu.edu> References: <4D2B883B.6050600@tamu.edu> Message-ID: <4D2C08B6.5030007@mococo.nl> Chris Barnes wrote: > > --> is there anyway for RT to indicate that there is "new information" > in the ticket that we need to look at? > Yes, there is. I have a Callback for Elements/RT__Ticket/ColumnMap/ColumnMap which tags a 'New Reply' to a ticket in my homepage elements. I got it from the wiki and think it is related or belongs to the entry about colouring the status/priority. I'll attach my ColumnMap just in case. Regards, Joop -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: ColumnMap URL: From johan.sjoberg at deltamanagement.se Tue Jan 11 04:38:54 2011 From: johan.sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=) Date: Tue, 11 Jan 2011 10:38:54 +0100 Subject: [rt-users] Sphinx full-text search engine in RT In-Reply-To: References: Message-ID: Hi. Thanks for your great work. I am currently trying to follow your documentation to integrate sphinx in our RT setup, and I have run into some problems. In sphinx.php, you include MySql.class.php and Timer.class.php. What are these? Have you written them yourself, or are they available for download somewhere? Best Regards, Johan From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Guadagnino Cristiano Sent: den 13 september 2010 15:22 To: rt-users at lists.bestpractical.com Subject: [rt-users] Sphinx full-text search engine in RT Hi all, I just wanted to let everyone know that I have finished integrating the Sphinx search engine in our RT. It is simply great: full-text searches on the whole RT db in just fractions of a second! I am slowly documenting the whole thing on the RT wiki. You can find it by looking for "IntegratingSphinx". It is not yet complete though. I hope it will be useful to somebody else. Bye Cris -------------- next part -------------- An HTML attachment was scrubbed... URL: From guadagnino.cristiano at creval.it Tue Jan 11 06:22:15 2011 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Tue, 11 Jan 2011 12:22:15 +0100 Subject: [rt-users] R: Sphinx full-text search engine in RT In-Reply-To: References: Message-ID: Hi Johan, I am attaching the missing files to this message. You'll also find "sorttable-RT.js", which we implemented after I wrote the article: with this you can sort the results table by clicking on the field names in the table header (like other tables in RT). It still lacks feedback when you hover the table headers, but it works very well otherwise. To enable table sorting you have to modify sphinx.php and insert the following code in the section (obviosuly you'll have to adapt the path): Before doing this, please reget the sphinx.php script from the wiki because I'm going to add a few lines of necessary code there. Hope this helps! Bye Cristiano Da: Johan Sj?berg [mailto:johan.sjoberg at deltamanagement.se] Inviato: Tuesday, January 11, 2011 10:39 AM A: Guadagnino Cristiano; rt-users at lists.bestpractical.com Oggetto: RE: Sphinx full-text search engine in RT Hi. Thanks for your great work. I am currently trying to follow your documentation to integrate sphinx in our RT setup, and I have run into some problems. In sphinx.php, you include MySql.class.php and Timer.class.php. What are these? Have you written them yourself, or are they available for download somewhere? Best Regards, Johan From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Guadagnino Cristiano Sent: den 13 september 2010 15:22 To: rt-users at lists.bestpractical.com Subject: [rt-users] Sphinx full-text search engine in RT Hi all, I just wanted to let everyone know that I have finished integrating the Sphinx search engine in our RT. It is simply great: full-text searches on the whole RT db in just fractions of a second! I am slowly documenting the whole thing on the RT wiki. You can find it by looking for "IntegratingSphinx". It is not yet complete though. I hope it will be useful to somebody else. Bye Cris -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: more_code.zip.txt URL: From garyo at genarts.com Tue Jan 11 08:47:36 2011 From: garyo at genarts.com (Gary Oberbrunner) Date: Tue, 11 Jan 2011 08:47:36 -0500 (EST) Subject: [rt-users] performance: REST vs. cmd line In-Reply-To: <1303253.123838.1294752551143.JavaMail.root@mail.hq.genarts.com> Message-ID: <23331690.123853.1294753656802.JavaMail.root@mail.hq.genarts.com> We're working on some reporting, and have discovered that the REST interface for simple ticket queries is around 400x slower than using the command line interface. I wonder why this is, since I'd prefer to use the REST interface. System: Linux Ubuntu 8.04 (hardy) CPU: Core 2 Duo, 2.0GHz RAM: 2GB RT: 3.8.2 Config: Apache2, mod_perl, mysql DBIx:SearchBuilder etc. are all up to date Both command line and the curl/REST method are running on the same machine as RT (apache and the database). We already have the HTTP basic-auth session auth cookie for REST, so that's not where the time's going. Our apache server is fine for the other services it runs. The CLI takes milliseconds, but REST takes several seconds on average (with large variance). Any idea where I should look for the bottleneck? thanks, -- Gary Oberbrunner From jnarins at seniorbridge.com Tue Jan 11 08:49:26 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Tue, 11 Jan 2011 08:49:26 -0500 Subject: [rt-users] ExternalAuth help needed In-Reply-To: <4D2BBA79.5000804@ucsc.edu> References: <4D2BBA79.5000804@ucsc.edu> Message-ID: I have fiddled only a little with LDAP. The error message sounds like it isn't recognizing something as a DN. To me, your username doesn't look quite right. Is there really an LDAP server at ucsc.edu? Shouldn't it be more like DC=ldap1,DC=ucsc,DC=edu, to specify the machine name? I'm not even very good with windows, so, I could be way off, here. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Wes Modes Sent: Monday, January 10, 2011 9:04 PM To: RT Users Subject: [rt-users] ExternalAuth help needed I am using ExternalAuth to connect RT3.8.8 to LDAP. Detailed documentation seems to be woefully absent, and I've scoured the web and tried the dozens of conflicting suggestions, so I'm turning to y'all. Here's the error I get: [Tue Jan 11 01:41:56 2011] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_INVALID_DN_SYNTAX 34 (/usr/local/rt/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467) Here's the LDAP section from my RT_Authen-ExternalAuth.pm 'My_LDAP' => { ## GENERIC SECTION # The type of service (db/ldap/cookie) 'type' => 'ldap', # The server hosting the service 'server' => 'dir1.library.ucsc.edu', ## SERVICE-SPECIFIC SECTION # If you can bind to your LDAP server anonymously you should # remove the user and pass config lines, otherwise specify them here: # # The username RT should use to connect to the LDAP server 'user' => 'cn=admin,dc=ucsc,dc=edu', # The password RT should use to connect to the LDAP server 'pass' => 'PASSWORD', # # The LDAP search base 'base' => 'ou=people,dc=ucsc,dc=edu', # # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES! # YOU **MUST** SPECIFY A filter AND A d_filter!! # # The filter to use to match RT-Users 'filter' => '(objectClass=person)', # A catch-all example filter: '(objectClass=*)' # # The filter that will only match disabled users 'd_filter' => '(objectClass=FooBarBaz)', # A catch-none example d_filter: '(objectClass=FooBarBaz)' # # Should we try to use TLS to encrypt connections? 'tls' => 0, # SSL Version to provide to Net::SSLeay *if* using SSL 'ssl_version' => 3, # What other args should I pass to Net::LDAP->new($host, at args)? 'net_ldap_args' => [ version => 3 ], # Does authentication depend on group membership? What group name? 'group' => 'staff', # What is the attribute for the group object that determines membership? 'group_attr' => 'ou=group,dc=ucsc,dc=edu', ## RT ATTRIBUTE MATCHING SECTION # The list of RT attributes that uniquely identify a user # This example shows what you *can* specify.. I recommend reducing this # to just the Name and EmailAddress to save encountering problems later. 'attr_match_list' => [ 'Name', 'EmailAddress', ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'ExternalAuthId' => 'uid', 'Gecos' => 'gecos', 'WorkPhone' => 'telephoneNumber', } }, What more do you need to know to help me get this working? Wes -------------- next part -------------- An HTML attachment was scrubbed... URL: From G.Booth at lboro.ac.uk Tue Jan 11 08:53:48 2011 From: G.Booth at lboro.ac.uk (Garry Booth) Date: Tue, 11 Jan 2011 13:53:48 +0000 Subject: [rt-users] Modifying 10 highest tickets Message-ID: <90490623-FFC3-41E4-9CD0-3C6F6826D6A2@lboro.ac.uk> Hi all Happy new year. Does anybody know if there is a way to globally change the default setup for "10 highest priority tickets I own"? e.g: make it order by a custom field. I can easily do it for myself by simply editing the widget, but would like to roll out a change to it for all users regards Garry -- Dr Garry Booth IT Services Loughborough University From smcstravick at eyelit.com Tue Jan 11 09:00:51 2011 From: smcstravick at eyelit.com (Steve McStravick) Date: Tue, 11 Jan 2011 09:00:51 -0500 Subject: [rt-users] Sphinx full-text search engine in RT In-Reply-To: References: Message-ID: <001601cbb197$f4f05400$ded0fc00$@com> This looks great, I hope to be trying this soon. I'll also try to integrate antiword, docx2text and pdftotext so we can search our RTFM documents. If/When I do, I'll be sure to update wiki! Steve ------------------------------ Message: 3 Date: Tue, 11 Jan 2011 10:38:54 +0100 From: Johan Sj?berg To: Guadagnino Cristiano , "rt-users at lists.bestpractical.com" Subject: Re: [rt-users] Sphinx full-text search engine in RT Message-ID: Content-Type: text/plain; charset="iso-8859-1" Hi. Thanks for your great work. I am currently trying to follow your documentation to integrate sphinx in our RT setup, and I have run into some problems. In sphinx.php, you include MySql.class.php and Timer.class.php. What are these? Have you written them yourself, or are they available for download somewhere? Best Regards, Johan From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Guadagnino Cristiano Sent: den 13 september 2010 15:22 To: rt-users at lists.bestpractical.com Subject: [rt-users] Sphinx full-text search engine in RT Hi all, I just wanted to let everyone know that I have finished integrating the Sphinx search engine in our RT. It is simply great: full-text searches on the whole RT db in just fractions of a second! I am slowly documenting the whole thing on the RT wiki. You can find it by looking for "IntegratingSphinx". It is not yet complete though. I hope it will be useful to somebody else. Bye Cris From ktm at rice.edu Tue Jan 11 09:05:19 2011 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 11 Jan 2011 08:05:19 -0600 Subject: [rt-users] Sphinx full-text search engine in RT In-Reply-To: <001601cbb197$f4f05400$ded0fc00$@com> References: <001601cbb197$f4f05400$ded0fc00$@com> Message-ID: <20110111140519.GF5474@aart.is.rice.edu> On Tue, Jan 11, 2011 at 09:00:51AM -0500, Steve McStravick wrote: > This looks great, I hope to be trying this soon. > I'll also try to integrate antiword, docx2text and pdftotext so we can > search our RTFM documents. > > If/When I do, I'll be sure to update wiki! > > Steve I am not using sphinx for FTS but hopefully your patch for these will also work with PostgreSQL FTS and Oracle FTS. I can test PostgreSQL if you need a tester. Cheers, Ken From ktm at rice.edu Tue Jan 11 09:08:35 2011 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 11 Jan 2011 08:08:35 -0600 Subject: [rt-users] Modifying 10 highest tickets In-Reply-To: <90490623-FFC3-41E4-9CD0-3C6F6826D6A2@lboro.ac.uk> References: <90490623-FFC3-41E4-9CD0-3C6F6826D6A2@lboro.ac.uk> Message-ID: <20110111140835.GG5474@aart.is.rice.edu> On Tue, Jan 11, 2011 at 01:53:48PM +0000, Garry Booth wrote: > Hi all > > Happy new year. > > Does anybody know if there is a way to globally change the default setup > for "10 highest priority tickets I own"? > e.g: make it order by a custom field. > I can easily do it for myself by simply editing the widget, but would like > to roll out a change to it for all users > > regards > Garry > Hi Garry, This can be done, but an approach we have taken is to have a custom dashboard that is used by default instead of mucking with the standard system pieces. The advantage of the dashboard method is that you can provide a custom interface for a number of different groups and not just one for all. Regards, Ken From slander at hearstsc.com Tue Jan 11 09:57:52 2011 From: slander at hearstsc.com (Lander, Scott) Date: Tue, 11 Jan 2011 09:57:52 -0500 Subject: [rt-users] Communicate a message to web UI from inside Scrip? In-Reply-To: <4D2B811D.3040002@kickflop.net> References: <4D2605A7.4080103@kickflop.net> <4D2637BA.4040400@kickflop.net> <4D2685A7.5080103@kickflop.net> <20110107145606.GD731@jibsheet.com> <4D272B3C.4040605@kickflop.net> <4D2B811D.3040002@kickflop.net> Message-ID: <23EF65A707920D44A66C965E094412BC192EE657A7@RCLTEXCMS02.resource.hearstcorp.com> Just curious - did you at any time clear the mason cache? http://requesttracker.wikia.come/wiki/CleanMasonCache When you change anything in local/html, you have to clear the cache to see the changes Scott -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff Blaine Sent: Monday, January 10, 2011 4:59 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Communicate a message to web UI from inside Scrip? Still no luck. Can anyone suggest how I might debug why this isn't working? I'm begging at this point :) Here's the most complete picture I can paint for you right now: The following entire directory structure is set "drwxr-xr-x" /rt/local/ |-- html/ |---- Callbacks/ |---- MyCallbacks/ |----- Ticket/ |-- Display.html/ # pwd /rt/local/html/Callbacks/MyCallbacks/Ticket/Display.html # ls -l BeforeDisplay -rw-r--r-- 1 rt root 668 Jan 6 22:19 BeforeDisplay # # cat BeforeDisplay <%INIT> $RT::Logger->crit("In Display.html/BeforeDisplay\n"); return 1; <%ARGS> $Actions => [] # # /etc/init.d/rtsrv1dev-httpd restart Stopping httpd: httpd Starting httpd: httpd # Login to site. Here you can see that various calls to RT::Logger *do* log to /var/log/messages Jan 10 16:26:25 rtdev1 RT: Successful login for jblaine from xx.xx.5.133 (/rt/bin/../lib/RT/Interface/Web.pm:430) View ticket, resolve ticket, again proof that logging can happen: Jan 10 16:27:11 rtdev1 RT: Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/lib/perl5/site_perl/5.8.8 /HTML/Mason/ApacheHandler.pm line 1020 (/rt/bin/webmux.pl:168) Re-open ticket, resolve ticket, view ticket over and over... [ nothing ] If I then add the following to the callback code (inside the INIT block), nothing is ever written out to /tmp/jblaine.txt: open (GRRR, '>>/tmp/jblaine.txt'); print GRRR "HELLO?\n"; close (GRRR); So the code is never even getting executed. If I then 'cp BeforeDisplay BeforeActionList' and also 'cp BeforeDisplay BeforeShowSummary' to create two more callback tests, in order to prove that it's not just the callback for BeforeDisplay that is broken ... those do not work *either* (after a server restart of course). On 1/7/2011 10:03 AM, Jeff Blaine wrote: > On 1/7/2011 9:56 AM, Kevin Falcone wrote: >> On Thu, Jan 06, 2011 at 10:16:55PM -0500, Jeff Blaine wrote: >>> # ls -l BeforeDisplay >>> -rw-r--r-- 1 rt root 689 Jan 6 22:06 BeforeDisplay >> >> Can your web user read this file? > > Every directory from (and including) /rt/local downward > is world readable and executable/traversable. > > The file, as above, is world readable. > ------------------------------------------------------------------------------------ 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 jblaine at kickflop.net Tue Jan 11 10:19:11 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 11 Jan 2011 10:19:11 -0500 Subject: [rt-users] Communicate a message to web UI from inside Scrip? In-Reply-To: <23EF65A707920D44A66C965E094412BC192EE657A7@RCLTEXCMS02.resource.hearstcorp.com> References: <4D2605A7.4080103@kickflop.net> <4D2637BA.4040400@kickflop.net> <4D2685A7.5080103@kickflop.net> <20110107145606.GD731@jibsheet.com> <4D272B3C.4040605@kickflop.net> <4D2B811D.3040002@kickflop.net> <23EF65A707920D44A66C965E094412BC192EE657A7@RCLTEXCMS02.resource.hearstcorp.com> Message-ID: <4D2C74EF.70401@kickflop.net> Yup, sorry, I forgot to mention that. Doesn't help :/ rm -rf /rt/var/mason_data/obj/* On 1/11/2011 9:57 AM, Lander, Scott wrote: > Just curious - did you at any time clear the mason cache? > > http://requesttracker.wikia.come/wiki/CleanMasonCache > > When you change anything in local/html, you have to clear the cache to see the changes > > > Scott > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff Blaine > Sent: Monday, January 10, 2011 4:59 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Communicate a message to web UI from inside Scrip? > > Still no luck. Can anyone suggest how I might debug why > this isn't working? I'm begging at this point :) Here's > the most complete picture I can paint for you right now: > > The following entire directory structure is set "drwxr-xr-x" > > /rt/local/ > |-- html/ > |---- Callbacks/ > |---- MyCallbacks/ > |----- Ticket/ > |-- Display.html/ > > # pwd > /rt/local/html/Callbacks/MyCallbacks/Ticket/Display.html > # ls -l BeforeDisplay > -rw-r--r-- 1 rt root 668 Jan 6 22:19 BeforeDisplay > # > # cat BeforeDisplay > <%INIT> > $RT::Logger->crit("In Display.html/BeforeDisplay\n"); > return 1; > > <%ARGS> > $Actions => [] > > # > > # /etc/init.d/rtsrv1dev-httpd restart > Stopping httpd: httpd > Starting httpd: httpd > # > > Login to site. Here you can see that various calls to RT::Logger > *do* log to /var/log/messages > > Jan 10 16:26:25 rtdev1 RT: Successful login for jblaine from > xx.xx.5.133 (/rt/bin/../lib/RT/Interface/Web.pm:430) > > View ticket, resolve ticket, again proof that logging can happen: > > Jan 10 16:27:11 rtdev1 RT: Apache2::RequestIO::rflush: (103) > Software caused connection abort at /usr/lib/perl5/site_perl/5.8.8 > /HTML/Mason/ApacheHandler.pm line 1020 (/rt/bin/webmux.pl:168) > > Re-open ticket, resolve ticket, view ticket over and over... > > [ nothing ] > > If I then add the following to the callback code (inside > the INIT block), nothing is ever written out to /tmp/jblaine.txt: > > open (GRRR, '>>/tmp/jblaine.txt'); > print GRRR "HELLO?\n"; > close (GRRR); > > So the code is never even getting executed. > > If I then 'cp BeforeDisplay BeforeActionList' and also > 'cp BeforeDisplay BeforeShowSummary' to create two more > callback tests, in order to prove that it's not just the > callback for BeforeDisplay that is broken ... those do > not work *either* (after a server restart of course). > > On 1/7/2011 10:03 AM, Jeff Blaine wrote: >> On 1/7/2011 9:56 AM, Kevin Falcone wrote: >>> On Thu, Jan 06, 2011 at 10:16:55PM -0500, Jeff Blaine wrote: >>>> # ls -l BeforeDisplay >>>> -rw-r--r-- 1 rt root 689 Jan 6 22:06 BeforeDisplay >>> >>> Can your web user read this file? >> >> Every directory from (and including) /rt/local downward >> is world readable and executable/traversable. >> >> The file, as above, is world readable. >> > ------------------------------------------------------------------------------------ > This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. > ------------------------------------------------------------------------------------ > > From falcone at bestpractical.com Tue Jan 11 10:40:34 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 11 Jan 2011 10:40:34 -0500 Subject: [rt-users] External users unable to create tickets since ExternalAuth activated In-Reply-To: <4C137E3BA6DB4A4291596A118437D8E501929A70@exchange1.telebarbados.com> References: <4C137E3BA6DB4A4291596A118437D8E501929A70@exchange1.telebarbados.com> Message-ID: <20110111154034.GG731@jibsheet.com> On Mon, Jan 10, 2011 at 11:04:52PM -0400, Nic?le Layne-Balram wrote: > Since implementing external auth (LDAP option), RT works as expected for users within AD, but I've just realized that external users are unable to create tickets, even with the appropriate "Everybody" permissions set via the web interface (globally as well as queue-specific). This comes up about twice a month on the mailing list, there is a config option documented in the RT-Authen-ExternalAuth config file to enable the creation of external users -kevin > Error within logs: > *timestamp* RT RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: Autocreated on ticket submission, Disabled: 0, EmailAddress: yyy at hotmail.com, Name: yyy at hotmail.com, Password: , Privileged: 0, RealName: Jane Doe (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) > Jan 10 21:21:58 RT RT: Couldn't load user 'yyy at hotmail.com'.giving up (/opt/rt3/bin/../lib/RT/Interface/Email.pm:947) > > RT_SiteConfig.pm: > Set($rtname , "xxx.com"); > Set($Organization , "xxx.com"); > Set($Timezone , 'US/Eastern'); > Set($DatabaseType , 'mysql'); > Set($DatabaseHost , 'localhost'); > Set($DatabaseRTHost , 'localhost'); > Set($DatabasePort , ''); > Set($DatabaseUser , 'rt'); > Set($DatabasePassword , 'xyz'); > Set($OwnerEmail , 'root'); > Set($RTAddressRegexp , '([a-z]+)\@rt\.xxx\.com$'); > Set($ValidateUserEmailAddresses, 1); > Set($CorrespondAddress , 'no-reply at rt.xxx.com'); > Set($CommentAddress , 'no-reply-comment at rt.xxx.com'); > Set( $WebDomain, 'rt.xxx.com' ); > Set($WebPath, ""); > Set($CanonicalizeRedirectURLs, 1); > Set($LogToSyslog , 'info'); > Set($UnsafeEmailCommands,1); > Set($LogToSyslog, "debug"); > Set($AutoCreateNonExternalUsers, 1); > Set($AutoCreate, {Privileged => 1}); > Set(@Plugins,qw(RT::FM RT::Extension::QueueDeactivatedScrips RT::Extension::MobileUI RT::Authen::ExternalAuth)); > require "/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/My_RT_SiteConfig.pm"; > > 1; > > External User gets two returned e-mails from no-reply at rt.xxx.com: > RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. > User 'yyy at hotmail.com' could not be loaded in the mail gateway > > Any help and suggestions would be greatly appreciated. > > Thanks, > Nic?le -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jan 11 10:41:51 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 11 Jan 2011 10:41:51 -0500 Subject: [rt-users] performance: REST vs. cmd line In-Reply-To: <23331690.123853.1294753656802.JavaMail.root@mail.hq.genarts.com> References: <1303253.123838.1294752551143.JavaMail.root@mail.hq.genarts.com> <23331690.123853.1294753656802.JavaMail.root@mail.hq.genarts.com> Message-ID: <20110111154151.GH731@jibsheet.com> On Tue, Jan 11, 2011 at 08:47:36AM -0500, Gary Oberbrunner wrote: > We're working on some reporting, and have discovered that the REST > interface for simple ticket queries is around 400x slower than using > the command line interface. I wonder why this is, since I'd prefer > to use the REST interface. RT's command line interface (bin/rt) uses the REST interface. -kevin > System: Linux Ubuntu 8.04 (hardy) > CPU: Core 2 Duo, 2.0GHz > RAM: 2GB > RT: 3.8.2 > Config: Apache2, mod_perl, mysql > DBIx:SearchBuilder etc. are all up to date > > Both command line and the curl/REST method are running on the same machine as RT (apache and the database). We already have the HTTP basic-auth session auth cookie for REST, so that's not where the time's going. Our apache server is fine for the other services it runs. The CLI takes milliseconds, but REST takes several seconds on average (with large variance). > > Any idea where I should look for the bottleneck? > > thanks, > > -- Gary Oberbrunner -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jan 11 10:43:59 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 11 Jan 2011 10:43:59 -0500 Subject: [rt-users] ExternalAuth help needed In-Reply-To: <4D2BBA79.5000804@ucsc.edu> References: <4D2BBA79.5000804@ucsc.edu> Message-ID: <20110111154359.GI731@jibsheet.com> On Mon, Jan 10, 2011 at 06:03:37PM -0800, Wes Modes wrote: > I am using ExternalAuth to connect RT3.8.8 to LDAP. > > Detailed documentation seems to be woefully absent, and I've scoured the web and tried the > dozens of conflicting suggestions, so I'm turning to y'all. > > Here's the error I get: > > [Tue Jan 11 01:41:56 2011] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj > Can't bind: LDAP_INVALID_DN_SYNTAX 34 > (/usr/local/rt/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467) The error seems clear, something in your username or password isn't valid DN syntax according to your server. Try connecting using the ldapsearch command line client. -kevin > Here's the LDAP section from my RT_Authen-ExternalAuth.pm > > 'My_LDAP' => { > ## GENERIC SECTION > # The type of service (db/ldap/cookie) > 'type' => 'ldap', > # The server hosting the service > 'server' => 'dir1.library.ucsc.edu', > ## SERVICE-SPECIFIC SECTION > # If you can bind to your LDAP server anonymously you should > # remove the user and pass config lines, otherwise specify them here: > # > # The username RT should use to connect to the LDAP server > 'user' => 'cn=admin,dc=ucsc,dc=edu', > # The password RT should use to connect to the LDAP server > 'pass' => 'PASSWORD', > # > # The LDAP search base > 'base' => 'ou=people,dc=ucsc,dc=edu', > # > # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES! > # YOU **MUST** SPECIFY A filter AND A d_filter!! > # > # The filter to use to match RT-Users > 'filter' => '(objectClass=person)', > # A catch-all example filter: '(objectClass=*)' > # > # The filter that will only match disabled users > 'd_filter' => '(objectClass=FooBarBaz)', > # A catch-none example d_filter: '(objectClass=FooBarBaz)' > # > # Should we try to use TLS to encrypt connections? > 'tls' => 0, > # SSL Version to provide to Net::SSLeay *if* using SSL > 'ssl_version' => 3, > # What other args should I pass to Net::LDAP->new($host, at args)? > 'net_ldap_args' => [ version => 3 ], > # Does authentication depend on group membership? What group name? > 'group' => 'staff', > # What is the attribute for the group object that determines membership? > 'group_attr' => 'ou=group,dc=ucsc,dc=edu', > ## RT ATTRIBUTE MATCHING SECTION > # The list of RT attributes that uniquely identify a user > > # This example shows what you *can* specify.. I recommend reducing this > > # to just the Name and EmailAddress to save encountering problems later. > 'attr_match_list' => [ 'Name', > 'EmailAddress', > ], > # The mapping of RT attributes on to LDAP attributes > 'attr_map' => { 'Name' => 'uid', > 'EmailAddress' => 'mail', > 'RealName' => 'cn', > 'ExternalAuthId' => 'uid', > 'Gecos' => 'gecos', > 'WorkPhone' => 'telephoneNumber', > } > > }, > > What more do you need to know to help me get this working? > > Wes -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jan 11 10:45:25 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 11 Jan 2011 10:45:25 -0500 Subject: [rt-users] Modifying 10 highest tickets In-Reply-To: <90490623-FFC3-41E4-9CD0-3C6F6826D6A2@lboro.ac.uk> References: <90490623-FFC3-41E4-9CD0-3C6F6826D6A2@lboro.ac.uk> Message-ID: <20110111154525.GJ731@jibsheet.com> On Tue, Jan 11, 2011 at 01:53:48PM +0000, Garry Booth wrote: > Does anybody know if there is a way to globally change the default > setup for "10 highest priority tickets I own"? > e.g: make it order by a custom field. > I can easily do it for myself by simply editing the widget, but > would like to roll out a change to it for all users Click on Edit as a superuser and you can edit the default search -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jan 11 10:49:01 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 11 Jan 2011 10:49:01 -0500 Subject: [rt-users] Communicate a message to web UI from inside Scrip? In-Reply-To: <4D2B811D.3040002@kickflop.net> References: <4D2605A7.4080103@kickflop.net> <4D2637BA.4040400@kickflop.net> <4D2685A7.5080103@kickflop.net> <20110107145606.GD731@jibsheet.com> <4D272B3C.4040605@kickflop.net> <4D2B811D.3040002@kickflop.net> Message-ID: <20110111154901.GK731@jibsheet.com> On Mon, Jan 10, 2011 at 04:58:53PM -0500, Jeff Blaine wrote: > Still no luck. Can anyone suggest how I might debug why > this isn't working? I'm begging at this point :) Here's > the most complete picture I can paint for you right now: You can instrument the callback method that looks for these, but it is also worth checking in Configuration -> Tools -> System Configuration that you're using the correct Mason roots. I've also seen selinux prevent access to files that should otherwise be readable. -kevin > The following entire directory structure is set "drwxr-xr-x" > > /rt/local/ > |-- html/ > |---- Callbacks/ > |---- MyCallbacks/ > |----- Ticket/ > |-- Display.html/ > > # pwd > /rt/local/html/Callbacks/MyCallbacks/Ticket/Display.html > # ls -l BeforeDisplay > -rw-r--r-- 1 rt root 668 Jan 6 22:19 BeforeDisplay > # > # cat BeforeDisplay > <%INIT> > $RT::Logger->crit("In Display.html/BeforeDisplay\n"); > return 1; > > <%ARGS> > $Actions => [] > > # > > # /etc/init.d/rtsrv1dev-httpd restart > Stopping httpd: httpd > Starting httpd: httpd > # > > Login to site. Here you can see that various calls to RT::Logger > *do* log to /var/log/messages > > Jan 10 16:26:25 rtdev1 RT: Successful login for jblaine from > xx.xx.5.133 (/rt/bin/../lib/RT/Interface/Web.pm:430) > > View ticket, resolve ticket, again proof that logging can happen: > > Jan 10 16:27:11 rtdev1 RT: Apache2::RequestIO::rflush: (103) > Software caused connection abort at /usr/lib/perl5/site_perl/5.8.8 > /HTML/Mason/ApacheHandler.pm line 1020 (/rt/bin/webmux.pl:168) > > Re-open ticket, resolve ticket, view ticket over and over... > > [ nothing ] > > If I then add the following to the callback code (inside > the INIT block), nothing is ever written out to /tmp/jblaine.txt: > > open (GRRR, '>>/tmp/jblaine.txt'); > print GRRR "HELLO?\n"; > close (GRRR); > > So the code is never even getting executed. > > If I then 'cp BeforeDisplay BeforeActionList' and also > 'cp BeforeDisplay BeforeShowSummary' to create two more > callback tests, in order to prove that it's not just the > callback for BeforeDisplay that is broken ... those do > not work *either* (after a server restart of course). > > On 1/7/2011 10:03 AM, Jeff Blaine wrote: > >On 1/7/2011 9:56 AM, Kevin Falcone wrote: > >>On Thu, Jan 06, 2011 at 10:16:55PM -0500, Jeff Blaine wrote: > >>># ls -l BeforeDisplay > >>>-rw-r--r-- 1 rt root 689 Jan 6 22:06 BeforeDisplay > >> > >>Can your web user read this file? > > > >Every directory from (and including) /rt/local downward > >is world readable and executable/traversable. > > > >The file, as above, is world readable. > > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From chris-barnes at tamu.edu Tue Jan 11 10:55:04 2011 From: chris-barnes at tamu.edu (Chris Barnes) Date: Tue, 11 Jan 2011 09:55:04 -0600 Subject: [rt-users] Resolve w/o emailing user Message-ID: <4D2C7D58.3010400@tamu.edu> Here is another noob question (I hope you guys don't get tired of these). Last week our mysql server crapped out on us and I had to restore the system from a backup. We ended up loosing ~5 days worth of data for RT because we were using mysqlhotcopy (and who knew hotcopy didn't copy all of the mysql database types). At any rate, when we restored - RT was back to the way it was 5 days prior. Meaning there were several tickets which we had marked as "resolved" which were now showing up as open again. Which leads me to my question - is there any way to mark a ticket as resolved *without* the end-user getting an email telling them that their ticket has been closed? -- 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 Tue Jan 11 10:57:32 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 11 Jan 2011 10:57:32 -0500 Subject: [rt-users] Resolve w/o emailing user In-Reply-To: <4D2C7D58.3010400@tamu.edu> References: <4D2C7D58.3010400@tamu.edu> Message-ID: <4D2C7DEC.8050007@bestpractical.com> On 11 Jan 2011 10:55, Chris Barnes wrote: > Which leads me to my question - is there any way to mark a ticket as > resolved *without* the end-user getting an email telling them that their > ticket has been closed? Disable the relevant scrips before you mark the tickets resolved. Thomas From jnarins at seniorbridge.com Tue Jan 11 10:58:00 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Tue, 11 Jan 2011 10:58:00 -0500 Subject: [rt-users] Resolve w/o emailing user In-Reply-To: <4D2C7D58.3010400@tamu.edu> References: <4D2C7D58.3010400@tamu.edu> Message-ID: Display the ticket. Click on "The Basics". Change the status there. That's how we do it. Our users seem to _always_ send a "Thank you!" if we resolve the ticket with a message, which reopens the ticket. > Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnarins at seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Chris Barnes > Sent: Tuesday, January 11, 2011 10:55 AM > To: RT-Users at lists.bestpractical.com > Subject: [rt-users] Resolve w/o emailing user > > Here is another noob question (I hope you guys don't get tired of > these). > > Last week our mysql server crapped out on us and I had to restore the > system from a backup. We ended up loosing ~5 days worth of data for RT > because we were using mysqlhotcopy (and who knew hotcopy didn't copy > all > of the mysql database types). > > At any rate, when we restored - RT was back to the way it was 5 days > prior. Meaning there were several tickets which we had marked as > "resolved" which were now showing up as open again. > > > > Which leads me to my question - is there any way to mark a ticket as > resolved *without* the end-user getting an email telling them that > their > ticket has been closed? > > -- > 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 Tue Jan 11 10:59:23 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 11 Jan 2011 10:59:23 -0500 Subject: [rt-users] Resolve w/o emailing user In-Reply-To: <4D2C7D58.3010400@tamu.edu> References: <4D2C7D58.3010400@tamu.edu> Message-ID: <20110111155923.GL731@jibsheet.com> On Tue, Jan 11, 2011 at 09:55:04AM -0600, Chris Barnes wrote: > Which leads me to my question - is there any way to mark a ticket as > resolved *without* the end-user getting an email telling them that > their ticket has been closed? Disable the scrip temporarily -kevin -------------- 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 Jan 11 11:02:43 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 11 Jan 2011 11:02:43 -0500 Subject: [rt-users] Communicate a message to web UI from inside Scrip? In-Reply-To: <20110111154901.GK731@jibsheet.com> References: <4D2605A7.4080103@kickflop.net> <4D2637BA.4040400@kickflop.net> <4D2685A7.5080103@kickflop.net> <20110107145606.GD731@jibsheet.com> <4D272B3C.4040605@kickflop.net> <4D2B811D.3040002@kickflop.net> <20110111154901.GK731@jibsheet.com> Message-ID: <4D2C7F23.6080000@kickflop.net> On 1/11/2011 10:49 AM, Kevin Falcone wrote: > On Mon, Jan 10, 2011 at 04:58:53PM -0500, Jeff Blaine wrote: >> Still no luck. Can anyone suggest how I might debug why >> this isn't working? I'm begging at this point :) Here's >> the most complete picture I can paint for you right now: > > You can instrument the callback method that looks for these, but it is > also worth checking in Configuration -> Tools -> System Configuration > that you're using the correct Mason roots. WINNER! Thank you very much (and everyone else who threw out ideas). Phew. >> The following entire directory structure is set "drwxr-xr-x" >> >> /rt/local/ >> |-- html/ >> |---- Callbacks/ >> |---- MyCallbacks/ >> |----- Ticket/ >> |-- Display.html/ >> >> # pwd >> /rt/local/html/Callbacks/MyCallbacks/Ticket/Display.html >> # ls -l BeforeDisplay >> -rw-r--r-- 1 rt root 668 Jan 6 22:19 BeforeDisplay >> # >> # cat BeforeDisplay >> <%INIT> >> $RT::Logger->crit("In Display.html/BeforeDisplay\n"); >> return 1; >> >> <%ARGS> >> $Actions => [] >> >> # >> >> # /etc/init.d/rtsrv1dev-httpd restart >> Stopping httpd: httpd >> Starting httpd: httpd >> # >> >> Login to site. Here you can see that various calls to RT::Logger >> *do* log to /var/log/messages >> >> Jan 10 16:26:25 rtdev1 RT: Successful login for jblaine from >> xx.xx.5.133 (/rt/bin/../lib/RT/Interface/Web.pm:430) >> >> View ticket, resolve ticket, again proof that logging can happen: >> >> Jan 10 16:27:11 rtdev1 RT: Apache2::RequestIO::rflush: (103) >> Software caused connection abort at /usr/lib/perl5/site_perl/5.8.8 >> /HTML/Mason/ApacheHandler.pm line 1020 (/rt/bin/webmux.pl:168) >> >> Re-open ticket, resolve ticket, view ticket over and over... >> >> [ nothing ] >> >> If I then add the following to the callback code (inside >> the INIT block), nothing is ever written out to /tmp/jblaine.txt: >> >> open (GRRR, '>>/tmp/jblaine.txt'); >> print GRRR "HELLO?\n"; >> close (GRRR); >> >> So the code is never even getting executed. >> >> If I then 'cp BeforeDisplay BeforeActionList' and also >> 'cp BeforeDisplay BeforeShowSummary' to create two more >> callback tests, in order to prove that it's not just the >> callback for BeforeDisplay that is broken ... those do >> not work *either* (after a server restart of course). >> >> On 1/7/2011 10:03 AM, Jeff Blaine wrote: >>> On 1/7/2011 9:56 AM, Kevin Falcone wrote: >>>> On Thu, Jan 06, 2011 at 10:16:55PM -0500, Jeff Blaine wrote: >>>>> # ls -l BeforeDisplay >>>>> -rw-r--r-- 1 rt root 689 Jan 6 22:06 BeforeDisplay >>>> >>>> Can your web user read this file? >>> >>> Every directory from (and including) /rt/local downward >>> is world readable and executable/traversable. >>> >>> The file, as above, is world readable. >>> From jblaine at kickflop.net Tue Jan 11 11:39:07 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 11 Jan 2011 11:39:07 -0500 Subject: [rt-users] No CallbackName, what do I name my callback file? Message-ID: <4D2C87AB.4070309@kickflop.net> When there's no CallbackName argument to a callback call, what do I name my callback file? That is: $m->callback ... CallbackName => "BeforeDisplay" ... The callback file is "BeforeDisplay" What about: $m->callback( TicketObj => $TicketObj, CustomFields => $CustomFields, ARGSRef => \%ARGS ); in the file Modify.html ? From chris-barnes at tamu.edu Tue Jan 11 11:46:40 2011 From: chris-barnes at tamu.edu (Chris Barnes) Date: Tue, 11 Jan 2011 10:46:40 -0600 Subject: [rt-users] Resolve w/o emailing user In-Reply-To: References: <4D2C7D58.3010400@tamu.edu> Message-ID: <4D2C8970.20000@tamu.edu> On 1/11/2011 9:58 AM, Josh Narins wrote: > Display the ticket. Click on "The Basics". Change the status there. > That's how we do it. Hmmm... I tried that and looked at the history of the ticket. The last item is "Outgoing email recorded" > Our users seem to _always_ send a "Thank you!" if we resolve the > ticket with a message, which reopens the ticket. Come to think of it, we get alot of those too. Maybe disabling the script *permanently* is the real solution... ;-) now then... anyone know off hand how I can disable that script (I did say I was a noob)? -- 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 Tue Jan 11 11:49:29 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 11 Jan 2011 11:49:29 -0500 Subject: [rt-users] No CallbackName, what do I name my callback file? In-Reply-To: <4D2C87AB.4070309@kickflop.net> References: <4D2C87AB.4070309@kickflop.net> Message-ID: <4D2C8A19.6080802@bestpractical.com> On 11 Jan 2011 11:39, Jeff Blaine wrote: > When there's no CallbackName argument to a callback call, > what do I name my callback file? "Default". This is documented on the wiki's CustomizingWithCallbacks page. Thomas From garyo at genarts.com Tue Jan 11 11:58:01 2011 From: garyo at genarts.com (Gary Oberbrunner) Date: Tue, 11 Jan 2011 11:58:01 -0500 (EST) Subject: [rt-users] performance: REST vs. cmd line In-Reply-To: <20110111154151.GH731@jibsheet.com> Message-ID: <13270883.124365.1294765081333.JavaMail.root@mail.hq.genarts.com> ----- Original Message ----- > From: "Kevin Falcone" > To: rt-users at lists.bestpractical.com > Sent: Tuesday, January 11, 2011 10:41:51 AM > Subject: Re: [rt-users] performance: REST vs. cmd line > On Tue, Jan 11, 2011 at 08:47:36AM -0500, Gary Oberbrunner wrote: > > We're working on some reporting, and have discovered that the REST > > interface for simple ticket queries is around 400x slower than using > > the command line interface. I wonder why this is, since I'd prefer > > to use the REST interface. > > RT's command line interface (bin/rt) uses the REST interface. I kept poking at it, and sure enough there were a couple of errors in our tests that were causing the supposed time differences. Now that those are fixed, the times are the same, as one would expect. Sorry for the trouble. -- Gary From slander at hearstsc.com Tue Jan 11 11:58:25 2011 From: slander at hearstsc.com (Lander, Scott) Date: Tue, 11 Jan 2011 11:58:25 -0500 Subject: [rt-users] No CallbackName, what do I name my callback file? In-Reply-To: <4D2C87AB.4070309@kickflop.net> References: <4D2C87AB.4070309@kickflop.net> Message-ID: <23EF65A707920D44A66C965E094412BC192EE657F4@RCLTEXCMS02.resource.hearstcorp.com> Default Is the default name, when not specified. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff Blaine Sent: Tuesday, January 11, 2011 11:39 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] No CallbackName, what do I name my callback file? When there's no CallbackName argument to a callback call, what do I name my callback file? That is: $m->callback ... CallbackName => "BeforeDisplay" ... The callback file is "BeforeDisplay" What about: $m->callback( TicketObj => $TicketObj, CustomFields => $CustomFields, ARGSRef => \%ARGS ); in the file Modify.html ? ------------------------------------------------------------------------------------ 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 jnarins at seniorbridge.com Tue Jan 11 12:08:42 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Tue, 11 Jan 2011 12:08:42 -0500 Subject: [rt-users] Resolve w/o emailing user In-Reply-To: <4D2C8970.20000@tamu.edu> References: <4D2C7D58.3010400@tamu.edu> <4D2C8970.20000@tamu.edu> Message-ID: > On 1/11/2011 9:58 AM, Josh Narins wrote: > > Display the ticket. Click on "The Basics". Change the status there. > > That's how we do it. > > Hmmm... I tried that and looked at the history of the ticket. The last > item is "Outgoing email recorded" Hmm. Maybe I removed a scrip already? Seems likely. Though I do wonder if the timestamp on the "Outgoing email recorded" message is recent? > > Our users seem to _always_ send a "Thank you!" if we resolve the > > ticket with a message, which reopens the ticket. > > Come to think of it, we get alot of those too. Maybe disabling the > script *permanently* is the real solution... ;-) > > > now then... anyone know off hand how I can disable that script (I did > say I was a noob)? If you want to disable it for all queues: Configuration -> Global -> Scrips -> "Figure out which one is sending 'On Resolve'" Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnarins at seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From jblaine at kickflop.net Tue Jan 11 12:39:28 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 11 Jan 2011 12:39:28 -0500 Subject: [rt-users] Disallow 'resolve' unless a CF is set? In-Reply-To: <4D25F021.2070702@kickflop.net> References: <4D24C061.3090407@kickflop.net> <4D25F021.2070702@kickflop.net> Message-ID: <4D2C95D0.2080505@kickflop.net> SUMMARY: Here's how I did it, based on code from others. Two callbacks that are very similar in code. The end result is that if a user tries to resolve a ticket when a certain CF is not set, that user will get an error message within the RT page due to the Abort() call. In an ideal world, the user would see the error message and be provided with the data to correct, but I couldn't figure out how to get that to work properly using the callback calls *provided by RT*. ====================================================================== Part 1: "Modify.html/Default" callback (user submitted a form from The Basics) <%INIT> # Modify.html/Default my $ARGSRef = $ARGS{'ARGSRef'}; # Bail if a resolve operation is not being tried. my $Status = $$ARGSRef{'Status'}; if ($Status !~ /resolved/) { return 1; } my $ticket = LoadTicket($$ARGSRef{'id'}); my $CustomFields = $ticket->QueueObj->TicketCustomFields(); while (my $CustomField = $CustomFields->Next()) { my $nam = $CustomField->Name; my $val = $ticket->FirstCustomFieldValue($nam); if (($nam =~ /SomeRequiredField/i) and ($val =~ /^\s*$/)) { Abort("ERROR: SomeRequiredField must be set to allow resolving. Please use your browser's 'Back' button to correct this issue as desired."); } } return 1; <%ARGS> ====================================================================== Part 2: "Update.html/Initial" callback. User clicked "Resolve" hyperlink on a ticket (upper right). <%INIT> my $ARGSRef = $ARGS{'ARGSRef'}; # Bail if a resolve operation is not being tried. my $DefaultStatus = $$ARGSRef{'DefaultStatus'}; if ($DefaultStatus !~ /resolved/) { return 1; } my $ticket = LoadTicket($$ARGSRef{'id'}); my $CustomFields = $ticket->QueueObj->TicketCustomFields(); while (my $CustomField = $CustomFields->Next()) { my $nam = $CustomField->Name; my $val = $ticket->FirstCustomFieldValue($nam); if (($nam =~ /SomeRequiredField/i) and ($val =~ /^\s*$/)) { Abort("ERROR: SomeRequiredField must be set to allow resolving. Please use your browser's 'Back' button to correct this issue as desired."); } } return 1; <%ARGS> From wmodes at ucsc.edu Tue Jan 11 13:33:02 2011 From: wmodes at ucsc.edu (Wes Modes) Date: Tue, 11 Jan 2011 10:33:02 -0800 Subject: [rt-users] ExternalAuth help needed In-Reply-To: <20110111154359.GI731@jibsheet.com> References: <4D2BBA79.5000804@ucsc.edu> <20110111154359.GI731@jibsheet.com> Message-ID: <4D2CA25E.6070105@ucsc.edu> As suggested in a thread in this forum, I connected with ldapsearch with no problem: [root at rt2]# ldapsearch -x -LLL -D "cn=admin,dc=ucsc,dc=edu" -W -h dir1.library.ucsc.edu -b "ou=people,dc=ucsc,dc=edu" uid=wmodes cn telephoneNumber Enter LDAP Password: dn: uid=wmodes,ou=people,dc=ucsc,dc=edu cn: Wes Modes telephoneNumber: 831-459-5208 This was run from the server running RT. The DN and password I'm using to connect is the same here and in the config file. Now what? Wes On 1/11/2011 7:43 AM, Kevin Falcone wrote: > On Mon, Jan 10, 2011 at 06:03:37PM -0800, Wes Modes wrote: >> I am using ExternalAuth to connect RT3.8.8 to LDAP. >> >> Detailed documentation seems to be woefully absent, and I've scoured the web and tried the >> dozens of conflicting suggestions, so I'm turning to y'all. >> >> Here's the error I get: >> >> [Tue Jan 11 01:41:56 2011] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj >> Can't bind: LDAP_INVALID_DN_SYNTAX 34 >> (/usr/local/rt/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467) > The error seems clear, something in your username or password isn't > valid DN syntax according to your server. > > Try connecting using the ldapsearch command line client. > > -kevin > >> Here's the LDAP section from my RT_Authen-ExternalAuth.pm >> >> 'My_LDAP' => { >> ## GENERIC SECTION >> # The type of service (db/ldap/cookie) >> 'type' => 'ldap', >> # The server hosting the service >> 'server' => 'dir1.library.ucsc.edu', >> ## SERVICE-SPECIFIC SECTION >> # If you can bind to your LDAP server anonymously you should >> # remove the user and pass config lines, otherwise specify them here: >> # >> # The username RT should use to connect to the LDAP server >> 'user' => 'cn=admin,dc=ucsc,dc=edu', >> # The password RT should use to connect to the LDAP server >> 'pass' => 'PASSWORD', >> # >> # The LDAP search base >> 'base' => 'ou=people,dc=ucsc,dc=edu', >> # >> # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES! >> # YOU **MUST** SPECIFY A filter AND A d_filter!! >> # >> # The filter to use to match RT-Users >> 'filter' => '(objectClass=person)', >> # A catch-all example filter: '(objectClass=*)' >> # >> # The filter that will only match disabled users >> 'd_filter' => '(objectClass=FooBarBaz)', >> # A catch-none example d_filter: '(objectClass=FooBarBaz)' >> # >> # Should we try to use TLS to encrypt connections? >> 'tls' => 0, >> # SSL Version to provide to Net::SSLeay *if* using SSL >> 'ssl_version' => 3, >> # What other args should I pass to Net::LDAP->new($host, at args)? >> 'net_ldap_args' => [ version => 3 ], >> # Does authentication depend on group membership? What group name? >> 'group' => 'staff', >> # What is the attribute for the group object that determines membership? >> 'group_attr' => 'ou=group,dc=ucsc,dc=edu', >> ## RT ATTRIBUTE MATCHING SECTION >> # The list of RT attributes that uniquely identify a user >> >> # This example shows what you *can* specify.. I recommend reducing this >> >> # to just the Name and EmailAddress to save encountering problems later. >> 'attr_match_list' => [ 'Name', >> 'EmailAddress', >> ], >> # The mapping of RT attributes on to LDAP attributes >> 'attr_map' => { 'Name' => 'uid', >> 'EmailAddress' => 'mail', >> 'RealName' => 'cn', >> 'ExternalAuthId' => 'uid', >> 'Gecos' => 'gecos', >> 'WorkPhone' => 'telephoneNumber', >> } >> >> }, >> >> What more do you need to know to help me get this working? >> >> Wes -------------- next part -------------- An HTML attachment was scrubbed... URL: From dlamers at elcan.com Tue Jan 11 13:48:48 2011 From: dlamers at elcan.com (Lamers, Dan) Date: Tue, 11 Jan 2011 13:48:48 -0500 Subject: [rt-users] ExternalAuth help needed In-Reply-To: <4D2CA25E.6070105@ucsc.edu> References: <4D2BBA79.5000804@ucsc.edu> <20110111154359.GI731@jibsheet.com> <4D2CA25E.6070105@ucsc.edu> Message-ID: <14365258981C224D868E4A42A0EB326D032D4E78@emexc004023.elcan.com> My config file for LDAP uses this format 'user' => 'username at domain', 'pass' => 'password', Regards, Dan ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Wes Modes Sent: January-11-11 1:33 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] ExternalAuth help needed As suggested in a thread in this forum, I connected with ldapsearch with no problem: [root at rt2]# ldapsearch -x -LLL -D "cn=admin,dc=ucsc,dc=edu" -W -h dir1.library.ucsc.edu -b "ou=people,dc=ucsc,dc=edu" uid=wmodes cn telephoneNumber Enter LDAP Password: dn: uid=wmodes,ou=people,dc=ucsc,dc=edu cn: Wes Modes telephoneNumber: 831-459-5208 This was run from the server running RT. The DN and password I'm using to connect is the same here and in the config file. Now what? Wes On 1/11/2011 7:43 AM, Kevin Falcone wrote: On Mon, Jan 10, 2011 at 06:03:37PM -0800, Wes Modes wrote: I am using ExternalAuth to connect RT3.8.8 to LDAP. Detailed documentation seems to be woefully absent, and I've scoured the web and tried the dozens of conflicting suggestions, so I'm turning to y'all. Here's the error I get: [Tue Jan 11 01:41:56 2011] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_INVALID_DN_SYNTAX 34 (/usr/local/rt/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth /LDAP.pm:467) The error seems clear, something in your username or password isn't valid DN syntax according to your server. Try connecting using the ldapsearch command line client. -kevin Here's the LDAP section from my RT_Authen-ExternalAuth.pm 'My_LDAP' => { ## GENERIC SECTION # The type of service (db/ldap/cookie) 'type' => 'ldap', # The server hosting the service 'server' => 'dir1.library.ucsc.edu', ## SERVICE-SPECIFIC SECTION # If you can bind to your LDAP server anonymously you should # remove the user and pass config lines, otherwise specify them here: # # The username RT should use to connect to the LDAP server 'user' => 'cn=admin,dc=ucsc,dc=edu', # The password RT should use to connect to the LDAP server 'pass' => 'PASSWORD', # # The LDAP search base 'base' => 'ou=people,dc=ucsc,dc=edu', # # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES! # YOU **MUST** SPECIFY A filter AND A d_filter!! # # The filter to use to match RT-Users 'filter' => '(objectClass=person)', # A catch-all example filter: '(objectClass=*)' # # The filter that will only match disabled users 'd_filter' => '(objectClass=FooBarBaz)', # A catch-none example d_filter: '(objectClass=FooBarBaz)' # # Should we try to use TLS to encrypt connections? 'tls' => 0, # SSL Version to provide to Net::SSLeay *if* using SSL 'ssl_version' => 3, # What other args should I pass to Net::LDAP->new($host, at args)? 'net_ldap_args' => [ version => 3 ], # Does authentication depend on group membership? What group name? 'group' => 'staff', # What is the attribute for the group object that determines membership? 'group_attr' => 'ou=group,dc=ucsc,dc=edu', ## RT ATTRIBUTE MATCHING SECTION # The list of RT attributes that uniquely identify a user # This example shows what you *can* specify.. I recommend reducing this # to just the Name and EmailAddress to save encountering problems later. 'attr_match_list' => [ 'Name', 'EmailAddress', ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'ExternalAuthId' => 'uid', 'Gecos' => 'gecos', 'WorkPhone' => 'telephoneNumber', } }, What more do you need to know to help me get this working? Wes This document (or software if applicable) may contain data whose export/transfer/disclosure is restricted by U.S. or Canadian law. Dissemination may require an export license or other authorization. CONFIDENTIALITY NOTICE: The information in this message, as well as any attachments, previous e-mail messages and /or any links provided herein, is Proprietary/Confidential information belonging to Raytheon ELCAN Optical Technologies, and its affiliates, and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. WARNING: Malicious code including viruses can be transmitted via email. Although Raytheon ELCAN Optical Technologies has taken reasonable precautions to ensure no malicious code is present in this email, non-encrypted electronic transmissions cannot be guaranteed to be secure or error-free as information could be intercepted and manipulated therefore Raytheon ELCAN Optical Technologies does not accept any responsibility for any loss or damage arising from the use of this email or attachments. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Jan 11 14:00:02 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 11 Jan 2011 11:00:02 -0800 Subject: [rt-users] External users unable to create tickets since ExternalAuth activated In-Reply-To: <20110111154034.GG731@jibsheet.com> References: <4C137E3BA6DB4A4291596A118437D8E501929A70@exchange1.telebarbados.com> <20110111154034.GG731@jibsheet.com> Message-ID: Kevin, Would this option require the use of a check to the DataBase? A'la My_Oracle as a secondary External Setting? I'm in the same situation where we have some outside consultants that are NOT in our LDAP database, but need to reply/own tickets in RT. I was looking at the RT_SiteConfig.pm setting options in /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc and saw the instructions for 'My_My_SQL'. These are the parameters I used: *Set($ExternalAuthPriority, [ 'My_LDAP', ?My_Oracle?] );* *Set($ExternalInfoPriority, [ 'My_LDAP' ] );* *Set($ExternalServiceUsesSSLorTLS, 1);* *Set($AutoCreateNonExternalUsers, 0);* # # These are the full settings for each external service as a HashOfHashes # *Set(* * $ExternalSettings,* * {* * 'My_LDAP' =>* * {* * Our LDAP stuff - Works well* * } *** * },* *# Settings for secondary Auth - using our Oracle DataBase * * {* * 'My_Oracle' =>* * {* * ?type? => 'db',* * ?server? => 'luther',* * ?database? => ?rtdev?,* * ?table? => ?USERS?,* * ?user? => ?OURID?,* * ?pass? => ?XXXXXXXX?,* * ?port? => '?,* * ?u_field? => ?name?,* * ?dbi_driver? => ??,* * ?p_field? => ??,* * ?p_enc_pkg? => ??,* * ?p_enc_sub? => ??,* * ?p_salt? => ??,* * ?d_field? => '?,* * ?d_values? => '',* * ?attr_match_list? => [' EmailAddress'],* * ?attr_map? => ['EmailAddress' => 'mail']* * }* * }* * );* *1; *Am I on the right track?* * Kenn LBNL* * On Tue, Jan 11, 2011 at 7:40 AM, Kevin Falcone wrote: > On Mon, Jan 10, 2011 at 11:04:52PM -0400, Nic?le Layne-Balram wrote: > > Since implementing external auth (LDAP option), RT works as expected for > users within AD, but I've just realized that external users are unable to > create tickets, even with the appropriate "Everybody" permissions set via > the web interface (globally as well as queue-specific). > > This comes up about twice a month on the mailing list, there is a > config option documented in the RT-Authen-ExternalAuth config file to > enable the creation of external users > > -kevin > > > Error within logs: > > *timestamp* RT RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo > returning Comments: Autocreated on ticket submission, Disabled: 0, > EmailAddress: yyy at hotmail.com, Name: yyy at hotmail.com, Password: , > Privileged: 0, RealName: Jane Doe > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) > > Jan 10 21:21:58 RT RT: Couldn't load user 'yyy at hotmail.com'.giving up > (/opt/rt3/bin/../lib/RT/Interface/Email.pm:947) > > > > RT_SiteConfig.pm: > > Set($rtname , "xxx.com"); > > Set($Organization , "xxx.com"); > > Set($Timezone , 'US/Eastern'); > > Set($DatabaseType , 'mysql'); > > Set($DatabaseHost , 'localhost'); > > Set($DatabaseRTHost , 'localhost'); > > Set($DatabasePort , ''); > > Set($DatabaseUser , 'rt'); > > Set($DatabasePassword , 'xyz'); > > Set($OwnerEmail , 'root'); > > Set($RTAddressRegexp , '([a-z]+)\@rt\.xxx\.com$'); > > Set($ValidateUserEmailAddresses, 1); > > Set($CorrespondAddress , 'no-reply at rt.xxx.com'); > > Set($CommentAddress , 'no-reply-comment at rt.xxx.com'); > > Set( $WebDomain, 'rt.xxx.com' ); > > Set($WebPath, ""); > > Set($CanonicalizeRedirectURLs, 1); > > Set($LogToSyslog , 'info'); > > Set($UnsafeEmailCommands,1); > > Set($LogToSyslog, "debug"); > > Set($AutoCreateNonExternalUsers, 1); > > Set($AutoCreate, {Privileged => 1}); > > Set(@Plugins,qw(RT::FM RT::Extension::QueueDeactivatedScrips > RT::Extension::MobileUI RT::Authen::ExternalAuth)); > > require > "/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/My_RT_SiteConfig.pm"; > > > > 1; > > > > External User gets two returned e-mails from no-reply at rt.xxx.com: > > RT could not load a valid user, and RT's configuration does not allow for > the creation of a new user for your email. > > User 'yyy at hotmail.com' could not be loaded in the mail gateway > > > > Any help and suggestions would be greatly appreciated. > > > > Thanks, > > Nic?le > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jan 11 14:36:07 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 11 Jan 2011 14:36:07 -0500 Subject: [rt-users] External users unable to create tickets since ExternalAuth activated In-Reply-To: References: <4C137E3BA6DB4A4291596A118437D8E501929A70@exchange1.telebarbados.com> <20110111154034.GG731@jibsheet.com> Message-ID: <20110111193607.GM731@jibsheet.com> On Tue, Jan 11, 2011 at 11:00:02AM -0800, Kenneth Crocker wrote: > Kevin, > > Would this option require the use of a check to the DataBase? A'la My_Oracle as a secondary > External Setting? > Set($ExternalAuthPriority, [ 'My_LDAP', *My_Oracle*] ); If you are attempting to have RT-Authen-ExternalAuth check RT's insternal Users table by defining My_Oracle that is wrong. RT-Authen-ExternalAuth falls back to RT's internal password checking automatically. Defining My_Oracle is likely to cause nothing but problems. There is a config option in RT-Authen-ExternalAuth that controls whether or not a user must exist in LDAP before being autocreated in RT. It is documented in the config file and comes up roughly every other week on the mailing list. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jelmerfj at adobe.com Tue Jan 11 16:17:48 2011 From: jelmerfj at adobe.com (Johan Elmerfjord) Date: Tue, 11 Jan 2011 22:17:48 +0100 Subject: [rt-users] Limited ReadOnly View for visitors without RT-accounts Message-ID: <1294780668.19429.19.camel@lapsparc> I manage a installation of RT v. 3.8.7 that is using external LDAP for authentication. All RT-users have local accounts and preferences but now we are investigating the possibilities to open up several queues in RT with a Read-Only view for everyone that passes LDAP authentication. How can this be done in a smart way? It's probably really useful if they can just punch in the RT-ticket-number and see the history and current status, on tickets that they are somewhat involved in. I imagine this could be done with a homemade web-UI that is behind LDAP-auth and where I just get the info through rest and dumps that with some formatting. Would it be possible to open up the RT-interface and maybe exclude only certain queues? New virtual server that connects to RT using a Read-Only pre-specified user? Other alternatives that I haven't thought/didn't know about?? Any hints would be greatly appreciated. /Johan -------------- next part -------------- An HTML attachment was scrubbed... URL: From engle at 4j.lane.edu Tue Jan 11 17:05:06 2011 From: engle at 4j.lane.edu (Kurt Engle) Date: Tue, 11 Jan 2011 14:05:06 -0800 (PST) Subject: [rt-users] RTFM rights In-Reply-To: <1829953246.287002.1294782934781.JavaMail.root@mail3.4j.lane.edu> Message-ID: <1178036586.287483.1294783506587.JavaMail.root@mail3.4j.lane.edu> Yes, there are many articles with this title... but I am not finding an answer. I would like to grant the ability for a group of privileged users to create 'Topics' under a 'Class'. I have created my group and populated it with members, I have created my RTFM class and assigned the group 'all rights' to the class and the Custom Fields assigned to the articles in the class. I had assumed that if I assign the 'Admin Class' and the 'Admin Topic' rights to the group, the members would be able to administer (Add and Delete topics) the 'Topic Tree' for the class. Am I interpreting the rights in RTFM correctly? Thanks for your help. Kurt Engle -------------- next part -------------- An HTML attachment was scrubbed... URL: From stuart.browne at ausregistry.com.au Tue Jan 11 17:24:20 2011 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Wed, 12 Jan 2011 09:24:20 +1100 Subject: [rt-users] Disallow 'resolve' unless a CF is set? In-Reply-To: <4D2C95D0.2080505@kickflop.net> References: <4D24C061.3090407@kickflop.net> <4D25F021.2070702@kickflop.net> <4D2C95D0.2080505@kickflop.net> Message-ID: <8CEF048B9EC83748B1517DC64EA130FB43EF5780AE@off-win2003-01.ausregistrygroup.local> I don't suppose you could throw that up onto the wiki so people don't have to hunt it down through the mailing list archives? :) *copies locally to implement later* > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Jeff Blaine > Sent: Wednesday, 12 January 2011 4:39 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Disallow 'resolve' unless a CF is set? > > SUMMARY: > > Here's how I did it, based on code from others. Two callbacks > that are very similar in code. The end result is that if a > user tries to resolve a ticket when a certain CF is not set, > that user will get an error message within the RT page > due to the Abort() call. In an ideal world, the user would > see the error message and be provided with the data to correct, > but I couldn't figure out how to get that to work properly > using the callback calls *provided by RT*. > > ====================================================================== > > Part 1: "Modify.html/Default" callback (user submitted a form from > The Basics) > > <%INIT> > # Modify.html/Default > > my $ARGSRef = $ARGS{'ARGSRef'}; > # Bail if a resolve operation is not being tried. > my $Status = $$ARGSRef{'Status'}; > if ($Status !~ /resolved/) { > return 1; > } > > my $ticket = LoadTicket($$ARGSRef{'id'}); > my $CustomFields = $ticket->QueueObj->TicketCustomFields(); > while (my $CustomField = $CustomFields->Next()) { > my $nam = $CustomField->Name; > my $val = $ticket->FirstCustomFieldValue($nam); > > if (($nam =~ /SomeRequiredField/i) and ($val =~ /^\s*$/)) { > Abort("ERROR: SomeRequiredField must be set to allow resolving. > Please use your browser's 'Back' button to correct this issue as > desired."); > } > } > > return 1; > > > <%ARGS> > > > ====================================================================== > > Part 2: "Update.html/Initial" callback. User clicked "Resolve" > hyperlink on a ticket (upper right). > > <%INIT> > my $ARGSRef = $ARGS{'ARGSRef'}; > > # Bail if a resolve operation is not being tried. > my $DefaultStatus = $$ARGSRef{'DefaultStatus'}; > if ($DefaultStatus !~ /resolved/) { > return 1; > } > > my $ticket = LoadTicket($$ARGSRef{'id'}); > my $CustomFields = $ticket->QueueObj->TicketCustomFields(); > while (my $CustomField = $CustomFields->Next()) { > my $nam = $CustomField->Name; > my $val = $ticket->FirstCustomFieldValue($nam); > > if (($nam =~ /SomeRequiredField/i) and ($val =~ /^\s*$/)) { > Abort("ERROR: SomeRequiredField must be set to allow resolving. > Please use your browser's 'Back' button to correct this issue as > desired."); } > } > > return 1; > > > <%ARGS> > From wmodes at ucsc.edu Tue Jan 11 18:11:36 2011 From: wmodes at ucsc.edu (Wes Modes) Date: Tue, 11 Jan 2011 15:11:36 -0800 Subject: [rt-users] ExternalAuth help needed In-Reply-To: References: <4D2BBA79.5000804@ucsc.edu> Message-ID: <4D2CE3A8.7020400@ucsc.edu> The machine name is specified elsewhere, but that is what the root DN looks like. Now whether that is the right format for that variable value or not, I don't know. W. On 1/11/2011 5:49 AM, Josh Narins wrote: > > I have fiddled only a little with LDAP. > > > > The error message sounds like it isn't recognizing something as a DN. > > > > To me, your username doesn't look quite right. Is there really an LDAP > server at ucsc.edu? Shouldn't it be more like DC=ldap1,DC=ucsc,DC=edu, > to specify the machine name? > > > > I'm not even very good with windows, so, I could be way off, here. > > > > > > // > > *Josh Narins* > > Director of Application Development > SeniorBridge > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Fax: (212) 994-4260 > Mobile: (917) 488-6248 > jnarins at seniorbridge.com > seniorbridge.com > > SeniorBridge > > > > ------------------------------------------------------------------------ > *SeniorBridge Statement of Confidentiality:* The contents of this > email message are intended for the exclusive use of the addressee(s) > and may contain confidential or privileged information. Any > dissemination, distribution or copying of this email by an unintended > or mistaken recipient is strictly prohibited. In said event, kindly > reply to the sender and destroy all entries of this message and any > attachments from your system. Thank you. > > *From:*rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Wes Modes > *Sent:* Monday, January 10, 2011 9:04 PM > *To:* RT Users > *Subject:* [rt-users] ExternalAuth help needed > > > > I am using ExternalAuth to connect RT3.8.8 to LDAP. > > Detailed documentation seems to be woefully absent, and I've scoured > the web and tried the dozens of conflicting suggestions, so I'm > turning to y'all. > > Here's the error I get: > > [Tue Jan 11 01:41:56 2011] [critical]: > RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: > LDAP_INVALID_DN_SYNTAX 34 > (/usr/local/rt/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467) > > > Here's the LDAP section from my RT_Authen-ExternalAuth.pm > > 'My_LDAP' => { > ## GENERIC SECTION > # The type of service (db/ldap/cookie) > 'type' => 'ldap', > # The server hosting the service > 'server' => 'dir1.library.ucsc.edu', > ## SERVICE-SPECIFIC SECTION > # If you can bind to your LDAP server anonymously you should > # remove the user and pass config lines, otherwise specify > them here: > # > # The username RT should use to connect to the LDAP server > 'user' => 'cn=admin,dc=ucsc,dc=edu', > # The password RT should use to connect to the LDAP server > 'pass' => 'PASSWORD', > # > # The LDAP search base > 'base' => 'ou=people,dc=ucsc,dc=edu', > # > # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES! > # YOU **MUST** SPECIFY A filter AND A d_filter!! > # > # The filter to use to match RT-Users > 'filter' => '(objectClass=person)', > # A catch-all example filter: '(objectClass=*)' > # > # The filter that will only match disabled users > 'd_filter' => '(objectClass=FooBarBaz)', > # A catch-none example d_filter: '(objectClass=FooBarBaz)' > # > # Should we try to use TLS to encrypt connections? > 'tls' => 0, > # SSL Version to provide to Net::SSLeay *if* using SSL > 'ssl_version' => 3, > # What other args should I pass to Net::LDAP->new($host, at args)? > 'net_ldap_args' => [ version => 3 ], > # Does authentication depend on group membership? What group name? > 'group' => 'staff', > # What is the attribute for the group object that determines > membership? > 'group_attr' => 'ou=group,dc=ucsc,dc=edu', > ## RT ATTRIBUTE MATCHING SECTION > # The list of RT attributes that uniquely identify a user > > # This example shows what you *can* specify.. I recommend > reducing this > > # to just the Name and EmailAddress to save encountering > problems later. > 'attr_match_list' => [ 'Name', > 'EmailAddress', > ], > # The mapping of RT attributes on to LDAP attributes > 'attr_map' => { 'Name' => 'uid', > 'EmailAddress' => 'mail', > 'RealName' => 'cn', > 'ExternalAuthId' => 'uid', > 'Gecos' => 'gecos', > 'WorkPhone' => > 'telephoneNumber', > } > > }, > > > What more do you need to know to help me get this working? > > Wes > -------------- next part -------------- An HTML attachment was scrubbed... URL: From John.Alberts at exlibrisgroup.com Tue Jan 11 18:12:58 2011 From: John.Alberts at exlibrisgroup.com (John Alberts) Date: Tue, 11 Jan 2011 17:12:58 -0600 Subject: [rt-users] Change string with callback possible? Message-ID: <4CB3E05044AE6D47989FF271DEF16ADA080F2344@us-ex02.Corp.Exlibrisgroup.com> I would like to change the default string about the content box when creating a ticket depending on the queue name. The current text is 'Describe the issue below' and I'd like to change it to be something more queue specific. I figured I might be able to do this with a callback, but I'm not sure how to do it. Any ideas? Thanks -- John Alberts Hosted Services Exlibris USA john.alberts at exlibrisgroup.com From kfcrocker at lbl.gov Tue Jan 11 18:47:25 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 11 Jan 2011 15:47:25 -0800 Subject: [rt-users] Limited ReadOnly View for visitors without RT-accounts In-Reply-To: <1294780668.19429.19.camel@lapsparc> References: <1294780668.19429.19.camel@lapsparc> Message-ID: Johan, Why don't you just grant the "ShowTicket" & "SeeQueue" rights to everyone on a Queue by Queue basis instead of Global? Kenn LBNL On Tue, Jan 11, 2011 at 1:17 PM, Johan Elmerfjord wrote: > I manage a installation of RT v. 3.8.7 that is using external LDAP for > authentication. > All RT-users have local accounts and preferences but now we are > investigating the possibilities to open up several queues in RT with a > Read-Only view for everyone that passes LDAP authentication. > > How can this be done in a smart way? > > It's probably really useful if they can just punch in the RT-ticket-number > and see the history and current status, on tickets that they are somewhat > involved in. > I imagine this could be done with a homemade web-UI that is behind > LDAP-auth and where I just get the info through rest and dumps that with > some formatting. > > Would it be possible to open up the RT-interface and maybe exclude only > certain queues? > New virtual server that connects to RT using a Read-Only pre-specified > user? > > Other alternatives that I haven't thought/didn't know about?? > > Any hints would be greatly appreciated. > > /Johan > -------------- next part -------------- An HTML attachment was scrubbed... URL: From arpit at travelboutiqueonline.com Wed Jan 12 03:07:50 2011 From: arpit at travelboutiqueonline.com (Arpit Agrawal) Date: Wed, 12 Jan 2011 13:37:50 +0530 Subject: [rt-users] Migrating from RT 3.4.5 to RT 3.8.8 Message-ID: Hi all, We are currently using RT 3.4.5 for our internal issue tracking. I want to upgrade to the latest version which I believe is 3.8.8. I am using a windows machine as the server with Apache and MySQL to support RT. Please let me know what all modifications do I need to do to the database or configurations to be able to successfully migrate to 3.8.8. Many Thanks -- Regards, *Arpit Agrawal (Business Analyst) **Travel Boutique Online **Corporate Office: 728, Udyog Vihar, Phase V, Gurgaon, Haryana - 122016 Mobile +91-9818650986, Phone +91-124-3018883, Fax +91-124-3018881 Email: **arpit at travelboutiqueonline.com* *www.travelboutiqueonline.com* -------------- next part -------------- An HTML attachment was scrubbed... URL: From johan.sjoberg at deltamanagement.se Wed Jan 12 03:44:05 2011 From: johan.sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=) Date: Wed, 12 Jan 2011 09:44:05 +0100 Subject: [rt-users] Sphinx full-text search engine in RT In-Reply-To: References: Message-ID: Hi Cristiano. Thanks for your reply. It seems like your attached zip file was removed somewhere on the way, probably in your end, since it is missing both in your mail to me and in the one to rt-users. It has been replaced by a text file containing "This attachment was removed by Edge3 Transport Agent". Is it a lot of code, or could you add it to the wiki as well? /Johan From: Guadagnino Cristiano [mailto:guadagnino.cristiano at creval.it] Sent: den 11 januari 2011 12:22 To: Johan Sj?berg Cc: rt-users at lists.bestpractical.com Subject: R: Sphinx full-text search engine in RT Hi Johan, I am attaching the missing files to this message. You'll also find "sorttable-RT.js", which we implemented after I wrote the article: with this you can sort the results table by clicking on the field names in the table header (like other tables in RT). It still lacks feedback when you hover the table headers, but it works very well otherwise. To enable table sorting you have to modify sphinx.php and insert the following code in the section (obviosuly you'll have to adapt the path): Before doing this, please reget the sphinx.php script from the wiki because I'm going to add a few lines of necessary code there. Hope this helps! Bye Cristiano Da: Johan Sj?berg [mailto:johan.sjoberg at deltamanagement.se] Inviato: Tuesday, January 11, 2011 10:39 AM A: Guadagnino Cristiano; rt-users at lists.bestpractical.com Oggetto: RE: Sphinx full-text search engine in RT Hi. Thanks for your great work. I am currently trying to follow your documentation to integrate sphinx in our RT setup, and I have run into some problems. In sphinx.php, you include MySql.class.php and Timer.class.php. What are these? Have you written them yourself, or are they available for download somewhere? Best Regards, Johan From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Guadagnino Cristiano Sent: den 13 september 2010 15:22 To: rt-users at lists.bestpractical.com Subject: [rt-users] Sphinx full-text search engine in RT Hi all, I just wanted to let everyone know that I have finished integrating the Sphinx search engine in our RT. It is simply great: full-text searches on the whole RT db in just fractions of a second! I am slowly documenting the whole thing on the RT wiki. You can find it by looking for "IntegratingSphinx". It is not yet complete though. I hope it will be useful to somebody else. Bye Cris -------------- next part -------------- An HTML attachment was scrubbed... URL: From depesz at depesz.com Wed Jan 12 06:38:58 2011 From: depesz at depesz.com (hubert depesz lubaczewski) Date: Wed, 12 Jan 2011 12:38:58 +0100 Subject: [rt-users] rtfm demo? Message-ID: <20110112113858.GB19697@depesz.com> hi is there any publicly available rtfm demo? I'd like to see how it works, but i'd prefer to test-drive it without installation/modification of existing rt installation. Best regards, depesz -- Linkedin: http://www.linkedin.com/in/depesz / blog: http://www.depesz.com/ jid/gtalk: depesz at depesz.com / aim:depeszhdl / skype:depesz_hdl / gg:6749007 From guadagnino.cristiano at creval.it Wed Jan 12 06:49:57 2011 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Wed, 12 Jan 2011 12:49:57 +0100 Subject: [rt-users] Help on discouraging migration to Remedy Message-ID: Hi all, unfortunately it seems my bosses are determined to migrate away from RT to Remedy. I am equally determined to show them they took the wrong decision. Let alone the obvious argument that RT is free, could you help me gather documentation on companies (best if BIG companies) migrating AWAY from Remedy? It does not matter if they are migrating to RT, though it would abviously be better. I did my homework and already sent some evidence, but there may be more publically redistributable documents that are not available on the web. Thank you in advance. Bye Cris -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Wed Jan 12 07:57:51 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 12 Jan 2011 07:57:51 -0500 Subject: [rt-users] Disallow 'resolve' unless a CF is set? In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB43EF5780AE@off-win2003-01.ausregistrygroup.local> References: <4D24C061.3090407@kickflop.net> <4D25F021.2070702@kickflop.net> <4D2C95D0.2080505@kickflop.net> <8CEF048B9EC83748B1517DC64EA130FB43EF5780AE@off-win2003-01.ausregistrygroup.local> Message-ID: <4D2DA54F.6050907@kickflop.net> Will do. On 1/11/2011 5:24 PM, Stuart Browne wrote: > I don't suppose you could throw that up onto the wiki so people don't have to hunt it down through the mailing list archives? :) > > *copies locally to implement later* > >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> bounces at lists.bestpractical.com] On Behalf Of Jeff Blaine >> Sent: Wednesday, 12 January 2011 4:39 AM >> To: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Disallow 'resolve' unless a CF is set? >> >> SUMMARY: >> >> Here's how I did it, based on code from others. Two callbacks >> that are very similar in code. The end result is that if a >> user tries to resolve a ticket when a certain CF is not set, >> that user will get an error message within the RT page >> due to the Abort() call. In an ideal world, the user would >> see the error message and be provided with the data to correct, >> but I couldn't figure out how to get that to work properly >> using the callback calls *provided by RT*. >> >> ====================================================================== >> >> Part 1: "Modify.html/Default" callback (user submitted a form from >> The Basics) >> >> <%INIT> >> # Modify.html/Default >> >> my $ARGSRef = $ARGS{'ARGSRef'}; >> # Bail if a resolve operation is not being tried. >> my $Status = $$ARGSRef{'Status'}; >> if ($Status !~ /resolved/) { >> return 1; >> } >> >> my $ticket = LoadTicket($$ARGSRef{'id'}); >> my $CustomFields = $ticket->QueueObj->TicketCustomFields(); >> while (my $CustomField = $CustomFields->Next()) { >> my $nam = $CustomField->Name; >> my $val = $ticket->FirstCustomFieldValue($nam); >> >> if (($nam =~ /SomeRequiredField/i) and ($val =~ /^\s*$/)) { >> Abort("ERROR: SomeRequiredField must be set to allow resolving. >> Please use your browser's 'Back' button to correct this issue as >> desired."); >> } >> } >> >> return 1; >> >> >> <%ARGS> >> >> >> ====================================================================== >> >> Part 2: "Update.html/Initial" callback. User clicked "Resolve" >> hyperlink on a ticket (upper right). >> >> <%INIT> >> my $ARGSRef = $ARGS{'ARGSRef'}; >> >> # Bail if a resolve operation is not being tried. >> my $DefaultStatus = $$ARGSRef{'DefaultStatus'}; >> if ($DefaultStatus !~ /resolved/) { >> return 1; >> } >> >> my $ticket = LoadTicket($$ARGSRef{'id'}); >> my $CustomFields = $ticket->QueueObj->TicketCustomFields(); >> while (my $CustomField = $CustomFields->Next()) { >> my $nam = $CustomField->Name; >> my $val = $ticket->FirstCustomFieldValue($nam); >> >> if (($nam =~ /SomeRequiredField/i) and ($val =~ /^\s*$/)) { >> Abort("ERROR: SomeRequiredField must be set to allow resolving. >> Please use your browser's 'Back' button to correct this issue as >> desired."); } >> } >> >> return 1; >> >> >> <%ARGS> >> > From falcone at bestpractical.com Wed Jan 12 08:47:32 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 12 Jan 2011 08:47:32 -0500 Subject: [rt-users] Limited ReadOnly View for visitors without RT-accounts In-Reply-To: <1294780668.19429.19.camel@lapsparc> References: <1294780668.19429.19.camel@lapsparc> Message-ID: <20110112134732.GN731@jibsheet.com> On Tue, Jan 11, 2011 at 10:17:48PM +0100, Johan Elmerfjord wrote: > I manage a installation of RT v. 3.8.7 that is using external LDAP for authentication. > All RT-users have local accounts and preferences but now we are investigating the > possibilities to open up several queues in RT with a Read-Only view for everyone that passes > LDAP authentication. > > How can this be done in a smart way? > > It's probably really useful if they can just punch in the RT-ticket-number and see the history > and current status, on tickets that they are somewhat involved in. > I imagine this could be done with a homemade web-UI that is behind LDAP-auth and where I just > get the info through rest and dumps that with some formatting. > > Would it be possible to open up the RT-interface and maybe exclude only certain queues? > New virtual server that connects to RT using a Read-Only pre-specified user? > > Other alternatives that I haven't thought/didn't know about?? > > Any hints would be greatly appreciated. Sounds like you just want to make those users Unprivileged and have them use the SelfSErvice UI + the proper rights management so they can see tickets that they're the requestor or CC on -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jan 12 08:48:08 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 12 Jan 2011 08:48:08 -0500 Subject: [rt-users] Migrating from RT 3.4.5 to RT 3.8.8 In-Reply-To: References: Message-ID: <20110112134808.GO731@jibsheet.com> On Wed, Jan 12, 2011 at 01:37:50PM +0530, Arpit Agrawal wrote: > We are currently using RT 3.4.5 for our internal issue tracking. I want to upgrade to the > latest version which I believe is 3.8.8. > I am using a windows machine as the server with Apache and MySQL to support RT. > Please let me know what all modifications do I need to do to the database or configurations to > be able to successfully migrate to 3.8.8. Read through README and UPGRADING and UPGRADING.mysql Don't skip any of the steps 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 Joachim.Thuau at heavy-iron.com Wed Jan 12 12:08:31 2011 From: Joachim.Thuau at heavy-iron.com (Joachim Thuau) Date: Wed, 12 Jan 2011 09:08:31 -0800 Subject: [rt-users] ExternalAuth help needed In-Reply-To: <4D2CA25E.6070105@ucsc.edu> References: <4D2BBA79.5000804@ucsc.edu> <20110111154359.GI731@jibsheet.com> <4D2CA25E.6070105@ucsc.edu> Message-ID: <13C4965D7DFF344FB25F50701B6D3A7C96A09F1A69@hismx01> # Does authentication depend on group membership? What group name? 'group' => 'staff', # What is the attribute for the group object that determines membership? 'group_attr' => 'ou=group,dc=ucsc,dc=edu', I believe what you want there is: 'group_attr' => 'memberOf' As in the name of the attribute that would have the value "staff" (from your config). HTH Jok -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeffrey_lee at harvard.edu Wed Jan 12 14:57:19 2011 From: jeffrey_lee at harvard.edu (Lee, Jeffrey) Date: Wed, 12 Jan 2011 14:57:19 -0500 Subject: [rt-users] Calendar feature not working in RT 3.8.8 Message-ID: <1792577DCB731446AA4D874F1342736E2E266864@FASXCH02.fasmail.priv> Would anyone be able to help me out with this error? Whenever I try to set a due date with the calendar feature I get the following error: Can't locate object method "new" via package "DateTime" at /usr/lib/perl5/site_perl/5.8.8/Calendar/Simple.pm line 85. Any suggestions? Thanks, Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Jan 12 15:07:53 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 12 Jan 2011 12:07:53 -0800 Subject: [rt-users] Help on discouraging migration to Remedy In-Reply-To: References: Message-ID: Guadagnino, Wouldn't it be better to provide a list of their requirements and show how, by its flexible design, RT meets those requirements better than Request? Kenn LBNL On Wed, Jan 12, 2011 at 3:49 AM, Guadagnino Cristiano < guadagnino.cristiano at creval.it> wrote: > Hi all, > > unfortunately it seems my bosses are determined to migrate away from RT to > Remedy. > > I am equally determined to show them they took the wrong decision. > > Let alone the obvious argument that RT is free, could you help me gather > documentation on companies (best if BIG companies) migrating AWAY from > Remedy? It does not matter if they are migrating to RT, though it would > abviously be better. > > > > I did my homework and already sent some evidence, but there may be more > publically redistributable documents that are not available on the web. > > > > Thank you in advance. > > > > Bye > > Cris > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jnarins at seniorbridge.com Wed Jan 12 15:13:09 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Wed, 12 Jan 2011 15:13:09 -0500 Subject: [rt-users] Help on discouraging migration to Remedy In-Reply-To: References: Message-ID: Another couple things, Remedy is propriety and inflexible, RT is infinitely malleable. And Remedy works well with... wait for it... ClearCase! RT with subversion. You didn't mention which you were using. Then buy some books on Remedy, put them in a stack, and say "Well, who do I bill for the time to read these?" Generally, however, if management is set on doing something, you have to make them think it was their idea not to, right? Judo. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Wednesday, January 12, 2011 3:08 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Help on discouraging migration to Remedy Guadagnino, Wouldn't it be better to provide a list of their requirements and show how, by its flexible design, RT meets those requirements better than Request? Kenn LBNL On Wed, Jan 12, 2011 at 3:49 AM, Guadagnino Cristiano > wrote: Hi all, unfortunately it seems my bosses are determined to migrate away from RT to Remedy. I am equally determined to show them they took the wrong decision. Let alone the obvious argument that RT is free, could you help me gather documentation on companies (best if BIG companies) migrating AWAY from Remedy? It does not matter if they are migrating to RT, though it would abviously be better. I did my homework and already sent some evidence, but there may be more publically redistributable documents that are not available on the web. Thank you in advance. Bye Cris -------------- next part -------------- An HTML attachment was scrubbed... URL: From matthew.hattersley at vaioni.com Wed Jan 12 15:19:19 2011 From: matthew.hattersley at vaioni.com (Matthew Hattersley) Date: Wed, 12 Jan 2011 20:19:19 -0000 Subject: [rt-users] Help on discouraging migration to Remedy References: Message-ID: <1E61B36701968147802416A3DC64E111CB4486@vglsrv02.vgl2.office.vaioni.com> It's either that or implement Remedy with extreme lacklustre and clap slowly when one of the bosses complains that 'x' feature is missing. Kind Regards, 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.vaioni.com/vaioni-comms-business-finalist-2010 The information transmitted in and with this email is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Statements and opinions expressed in this e-mail may not represent those of the Company. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender immediately and delete the material from any computer. Please also note, Vaioni filter incoming email for spam and inappropriate words. Unfortunately this does mean that sometimes genuine messages can be filtered out. Although we take measures to recover such messages, it must not be assumed that an email has been received by us and important communications should always be followed up by a phone call, fax or printed copy. ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Josh Narins Sent: 12 January 2011 20:13 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Help on discouraging migration to Remedy Another couple things, Remedy is propriety and inflexible, RT is infinitely malleable. And Remedy works well with... wait for it... ClearCase! RT with subversion. You didn't mention which you were using. Then buy some books on Remedy, put them in a stack, and say "Well, who do I bill for the time to read these?" Generally, however, if management is set on doing something, you have to make them think it was their idea not to, right? Judo. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com SeniorBridge ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Wednesday, January 12, 2011 3:08 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Help on discouraging migration to Remedy Guadagnino, Wouldn't it be better to provide a list of their requirements and show how, by its flexible design, RT meets those requirements better than Request? Kenn LBNL On Wed, Jan 12, 2011 at 3:49 AM, Guadagnino Cristiano wrote: Hi all, unfortunately it seems my bosses are determined to migrate away from RT to Remedy. I am equally determined to show them they took the wrong decision. Let alone the obvious argument that RT is free, could you help me gather documentation on companies (best if BIG companies) migrating AWAY from Remedy? It does not matter if they are migrating to RT, though it would abviously be better. I did my homework and already sent some evidence, but there may be more publically redistributable documents that are not available on the web. Thank you in advance. Bye Cris -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/gif Size: 2709 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/gif Size: 8951 bytes Desc: not available URL: From jarends at illinois.edu Wed Jan 12 15:48:38 2011 From: jarends at illinois.edu (John Arends) Date: Wed, 12 Jan 2011 14:48:38 -0600 Subject: [rt-users] rtfm demo? In-Reply-To: <20110112113858.GB19697@depesz.com> References: <20110112113858.GB19697@depesz.com> Message-ID: <4D2E13A6.9040002@illinois.edu> So set up a test installation of RT. It doesn't take very long. RTFM isn't something that works well unless you customize it for your particular environment. There's not much to see/touch unless you have full control over the RT instance. On 1/12/11 5:38 AM, hubert depesz lubaczewski wrote: > hi > is there any publicly available rtfm demo? I'd like to see how it works, > but i'd prefer to test-drive it without installation/modification of > existing rt installation. > > Best regards, > > depesz > > From engle at 4j.lane.edu Wed Jan 12 16:16:51 2011 From: engle at 4j.lane.edu (Kurt Engle) Date: Wed, 12 Jan 2011 13:16:51 -0800 (PST) Subject: [rt-users] Set User Password In-Reply-To: <740612623.322128.1294866834565.JavaMail.root@mail3.4j.lane.edu> Message-ID: <1063587653.322295.1294867011642.JavaMail.root@mail3.4j.lane.edu> I am wanting to use the Internal RT user database as well as an External LDAP database for user authentication. I have the LDAP side of things working properly. I also have the ability to create users using the RT WebUI. However, there is no option for setting a password for the newly created user. I am unable to login as the newly created users with a 'blank' password or a password of 'password'. Why is there no option in the WebUI when creating a user to enter a password in my setup? I was under the impression that RT would fall back to internal auth if a user was not found in the External LDAP database. My log files do not indicate any such action. >From RT_Siteconfig.pm: Set($DatabaseType, 'mysql'); Set($DatabaseHost, 'localhost'); Set($DatabaseRTHost, 'localhost'); Set($DatabaseUser, ''); ... Set($ExternalAuthPriority, ['My_LDAP']); Set($ExternalInfoPriority, ['My_LDAP']); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreate, 1); Set($AutoCreateNonExternalUsers, 1); .... Kurt Engle -------------- next part -------------- An HTML attachment was scrubbed... URL: From ggreene at minervanetworks.com Wed Jan 12 16:47:41 2011 From: ggreene at minervanetworks.com (Gary Greene) Date: Wed, 12 Jan 2011 13:47:41 -0800 Subject: [rt-users] Help on discouraging migration to Remedy In-Reply-To: <1E61B36701968147802416A3DC64E111CB4486@vglsrv02.vgl2.office.vaioni.com> Message-ID: As someone whom has had the displeasure of working on the upgrade/migration of previous versions of Remedy at a previous employer, I can say that they don?t support UNIX worth squat. We tried to get Remedy working on a newer RHEL than RHEL 2.1 and just could not get it to work. In the end we had to install Remedy on top of Windows Server 2003. On 12/1/11 12:19 PM, "Matthew Hattersley" wrote: > > It?s either that or implement Remedy with extreme lacklustre and clap slowly > when one of the bosses complains that ?x? feature is missing. > > Kind Regards, > > > > Matthew Hattersley > > Email: 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: www.vaioni.com > > > > > > 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. > > > > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Josh Narins > Sent: 12 January 2011 20:13 > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Help on discouraging migration to Remedy > > Another couple things, Remedy is propriety and inflexible, RT is infinitely > malleable. > > And Remedy works well with? wait for it? ClearCase! RT with subversion. You > didn't mention which you were using. > > Then buy some books on Remedy, put them in a stack, and say "Well, who do I > bill for the time to read these?" > > Generally, however, if management is set on doing something, you have to make > them think it was their idea not to, right? Judo. > > > Josh Narins > > Director of Application Development > SeniorBridge > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Fax: (212) 994-4260 > Mobile: (917) 488-6248 > jnarins at seniorbridge.com > seniorbridge.com > > > > > > > SeniorBridge Statement of Confidentiality: The contents of this email message > are intended for the exclusive use of the addressee(s) and may contain > confidential or privileged information. Any dissemination, distribution or > copying of this email by an unintended or mistaken recipient is strictly > prohibited. In said event, kindly reply to the sender and destroy all entries > of this message and any attachments from your system. Thank you. > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker > Sent: Wednesday, January 12, 2011 3:08 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Help on discouraging migration to Remedy > > Guadagnino, > > Wouldn't it be better to provide a list of their requirements and show how, by > its flexible design, RT meets those requirements better than Request? > > Kenn > LBNL > > On Wed, Jan 12, 2011 at 3:49 AM, Guadagnino Cristiano > wrote: > > Hi all, > unfortunately it seems my bosses are determined to migrate away from RT to > Remedy. > I am equally determined to show them they took the wrong decision. > Let alone the obvious argument that RT is free, could you help me gather > documentation on companies (best if BIG companies) migrating AWAY from Remedy? > It does not matter if they are migrating to RT, though it would abviously be > better. > > I did my homework and already sent some evidence, but there may be more > publically redistributable documents that are not available on the web. > > Thank you in advance. > > Bye > Cris > > > > > -- > Gary L. Greene, Jr. > IT Operations > Minerva Networks, Inc. > Cell: (650) 704-6633 > Office: (408) 240-1239 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From daodennis at gmail.com Wed Jan 12 16:51:33 2011 From: daodennis at gmail.com (Dennis) Date: Wed, 12 Jan 2011 13:51:33 -0800 Subject: [rt-users] Help on discouraging migration to Remedy In-Reply-To: References: Message-ID: On Wed, Jan 12, 2011 at 3:49 AM, Guadagnino Cristiano wrote: > Hi all, Hi, What are the reasons they want to move to Remedy, are there certain requirements or integrations with other software that would be too difficult to implement otherwise with RT? Dennis From wmodes at ucsc.edu Wed Jan 12 17:52:33 2011 From: wmodes at ucsc.edu (Wes Modes) Date: Wed, 12 Jan 2011 14:52:33 -0800 Subject: [rt-users] ExternalAuth help needed In-Reply-To: <13C4965D7DFF344FB25F50701B6D3A7C96A09F1A69@hismx01> References: <4D2BBA79.5000804@ucsc.edu> <20110111154359.GI731@jibsheet.com> <4D2CA25E.6070105@ucsc.edu> <13C4965D7DFF344FB25F50701B6D3A7C96A09F1A69@hismx01> Message-ID: <4D2E30B1.3040608@ucsc.edu> Maybe, but then this isn't what is causing the error, no? Also, memberOf is one way of implementing groups. That is a one-to-many record within the user record. If you don't have memberOf implemented within your LDAP, then you can have a group record that contains a list of userIDs. Wes On 1/12/2011 9:08 AM, Joachim Thuau wrote: > > # Does authentication depend on group membership? What group name? > > 'group' => 'staff', > > # What is the attribute for the group object that determines membership? > > 'group_attr' => 'ou=group,dc=ucsc,dc=edu', > > > > I believe what you want there is: > > > > 'group_attr' => 'memberOf' > > > > As in the name of the attribute that would have the value "staff" (from your config). > > > > HTH > > Jok > -------------- next part -------------- An HTML attachment was scrubbed... URL: From John.Alberts at exlibrisgroup.com Wed Jan 12 17:58:02 2011 From: John.Alberts at exlibrisgroup.com (John Alberts) Date: Wed, 12 Jan 2011 16:58:02 -0600 Subject: [rt-users] Set User Password In-Reply-To: <1063587653.322295.1294867011642.JavaMail.root@mail3.4j.lane.edu> References: <740612623.322128.1294866834565.JavaMail.root@mail3.4j.lane.edu><1063587653.322295.1294867011642.JavaMail.root@mail3.4j.lane.edu> Message-ID: <4CB3E05044AE6D47989FF271DEF16ADA080F234E@us-ex02.Corp.Exlibrisgroup.com> On Wed, 12 Jan 2011 13:16:51 -0800 (PST) Kurt Engle wrote: > I am wanting to use the Internal RT user database as well as an > External LDAP database for user authentication. The only way I've found to do this is to temporarily disable LDAP auth, add the users I want and set their password, and then re-enable LDAP auth. One side effect, if the user you added does exist in LDAP, the user can use either the LDAP password or the password you gave them to login. Not sure if there is a better way to do this, but I couldn't find any 'official' way to layer authentication and I only need to add a couple special users for automation purposes, so what I did worked for me. -- John Alberts Hosted Services Exlibris USA john.alberts at exlibrisgroup.com From wmodes at ucsc.edu Wed Jan 12 18:00:30 2011 From: wmodes at ucsc.edu (Wes Modes) Date: Wed, 12 Jan 2011 15:00:30 -0800 Subject: [rt-users] ExternalAuth help needed In-Reply-To: <20110111154359.GI731@jibsheet.com> References: <4D2BBA79.5000804@ucsc.edu> <20110111154359.GI731@jibsheet.com> Message-ID: <4D2E328E.9090109@ucsc.edu> Kevin, you said the error is clear. but it seems less than clear to me. Especially since I have no problem connecting to ldap with ldapsearch using the same DN. Are we stalled out here, then? If this forum can not offer help, any suggestions where to turn to for help? In my experience with other software, LDAP is one of the simplest integrations possible. In total one has to configure maybe three, maybe four things. The server FQDN, maybe the port, the base DN, and maybe the root DN. Voila! That's it! LDAP integration. I have a difficult time believing that RT is so difficult to integrate with LDAP, that there is so little step-by-step documentation, and that the user forums offer so little help. This has been a surprisingly difficult process, but I'd still like to be proved completely wrong. Wes On 1/11/2011 7:43 AM, Kevin Falcone wrote: > On Mon, Jan 10, 2011 at 06:03:37PM -0800, Wes Modes wrote: >> I am using ExternalAuth to connect RT3.8.8 to LDAP. >> >> Detailed documentation seems to be woefully absent, and I've scoured the web and tried the >> dozens of conflicting suggestions, so I'm turning to y'all. >> >> Here's the error I get: >> >> [Tue Jan 11 01:41:56 2011] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj >> Can't bind: LDAP_INVALID_DN_SYNTAX 34 >> (/usr/local/rt/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467) > The error seems clear, something in your username or password isn't > valid DN syntax according to your server. > > Try connecting using the ldapsearch command line client. > > -kevin > >> Here's the LDAP section from my RT_Authen-ExternalAuth.pm >> >> 'My_LDAP' => { >> ## GENERIC SECTION >> # The type of service (db/ldap/cookie) >> 'type' => 'ldap', >> # The server hosting the service >> 'server' => 'dir1.library.ucsc.edu', >> ## SERVICE-SPECIFIC SECTION >> # If you can bind to your LDAP server anonymously you should >> # remove the user and pass config lines, otherwise specify them here: >> # >> # The username RT should use to connect to the LDAP server >> 'user' => 'cn=admin,dc=ucsc,dc=edu', >> # The password RT should use to connect to the LDAP server >> 'pass' => 'PASSWORD', >> # >> # The LDAP search base >> 'base' => 'ou=people,dc=ucsc,dc=edu', >> # >> # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES! >> # YOU **MUST** SPECIFY A filter AND A d_filter!! >> # >> # The filter to use to match RT-Users >> 'filter' => '(objectClass=person)', >> # A catch-all example filter: '(objectClass=*)' >> # >> # The filter that will only match disabled users >> 'd_filter' => '(objectClass=FooBarBaz)', >> # A catch-none example d_filter: '(objectClass=FooBarBaz)' >> # >> # Should we try to use TLS to encrypt connections? >> 'tls' => 0, >> # SSL Version to provide to Net::SSLeay *if* using SSL >> 'ssl_version' => 3, >> # What other args should I pass to Net::LDAP->new($host, at args)? >> 'net_ldap_args' => [ version => 3 ], >> # Does authentication depend on group membership? What group name? >> 'group' => 'staff', >> # What is the attribute for the group object that determines membership? >> 'group_attr' => 'ou=group,dc=ucsc,dc=edu', >> ## RT ATTRIBUTE MATCHING SECTION >> # The list of RT attributes that uniquely identify a user >> >> # This example shows what you *can* specify.. I recommend reducing this >> >> # to just the Name and EmailAddress to save encountering problems later. >> 'attr_match_list' => [ 'Name', >> 'EmailAddress', >> ], >> # The mapping of RT attributes on to LDAP attributes >> 'attr_map' => { 'Name' => 'uid', >> 'EmailAddress' => 'mail', >> 'RealName' => 'cn', >> 'ExternalAuthId' => 'uid', >> 'Gecos' => 'gecos', >> 'WorkPhone' => 'telephoneNumber', >> } >> >> }, >> >> What more do you need to know to help me get this working? >> >> Wes From falcone at bestpractical.com Wed Jan 12 18:05:29 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 12 Jan 2011 18:05:29 -0500 Subject: [rt-users] ExternalAuth help needed In-Reply-To: <4D2E328E.9090109@ucsc.edu> References: <4D2BBA79.5000804@ucsc.edu> <20110111154359.GI731@jibsheet.com> <4D2E328E.9090109@ucsc.edu> Message-ID: <20110112230529.GP731@jibsheet.com> On Wed, Jan 12, 2011 at 03:00:30PM -0800, Wes Modes wrote: > Kevin, you said the error is clear. but it seems less than clear to > me. Especially since I have no problem connecting to ldap with > ldapsearch using the same DN. > > Are we stalled out here, then? If this forum can not offer help, any > suggestions where to turn to for help? > > In my experience with other software, LDAP is one of the simplest > integrations possible. In total one has to configure maybe three, maybe > four things. The server FQDN, maybe the port, the base DN, and maybe > the root DN. Voila! That's it! LDAP integration. > > I have a difficult time believing that RT is so difficult to integrate > with LDAP, that there is so little step-by-step documentation, and that > the user forums offer so little help. This has been a surprisingly > difficult process, but I'd still like to be proved completely wrong. Wes, plenty of folks have this working and I've set it up more times than I can count. You've cherry picked an error that tells me that your LDAP server is rejecting the connection attempt. What do your LDAP logs say? As someone observed, your group settings look interestingly wrong, but since I'm staring at one log line it's kind of hard to tell if this is the initial bind or a later bind failure. -kevin > On 1/11/2011 7:43 AM, Kevin Falcone wrote: > > On Mon, Jan 10, 2011 at 06:03:37PM -0800, Wes Modes wrote: > >> I am using ExternalAuth to connect RT3.8.8 to LDAP. > >> > >> Detailed documentation seems to be woefully absent, and I've scoured the web and tried the > >> dozens of conflicting suggestions, so I'm turning to y'all. > >> > >> Here's the error I get: > >> > >> [Tue Jan 11 01:41:56 2011] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj > >> Can't bind: LDAP_INVALID_DN_SYNTAX 34 > >> (/usr/local/rt/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467) > > The error seems clear, something in your username or password isn't > > valid DN syntax according to your server. > > > > Try connecting using the ldapsearch command line client. > > > > -kevin > > > >> Here's the LDAP section from my RT_Authen-ExternalAuth.pm > >> > >> 'My_LDAP' => { > >> ## GENERIC SECTION > >> # The type of service (db/ldap/cookie) > >> 'type' => 'ldap', > >> # The server hosting the service > >> 'server' => 'dir1.library.ucsc.edu', > >> ## SERVICE-SPECIFIC SECTION > >> # If you can bind to your LDAP server anonymously you should > >> # remove the user and pass config lines, otherwise specify them here: > >> # > >> # The username RT should use to connect to the LDAP server > >> 'user' => 'cn=admin,dc=ucsc,dc=edu', > >> # The password RT should use to connect to the LDAP server > >> 'pass' => 'PASSWORD', > >> # > >> # The LDAP search base > >> 'base' => 'ou=people,dc=ucsc,dc=edu', > >> # > >> # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES! > >> # YOU **MUST** SPECIFY A filter AND A d_filter!! > >> # > >> # The filter to use to match RT-Users > >> 'filter' => '(objectClass=person)', > >> # A catch-all example filter: '(objectClass=*)' > >> # > >> # The filter that will only match disabled users > >> 'd_filter' => '(objectClass=FooBarBaz)', > >> # A catch-none example d_filter: '(objectClass=FooBarBaz)' > >> # > >> # Should we try to use TLS to encrypt connections? > >> 'tls' => 0, > >> # SSL Version to provide to Net::SSLeay *if* using SSL > >> 'ssl_version' => 3, > >> # What other args should I pass to Net::LDAP->new($host, at args)? > >> 'net_ldap_args' => [ version => 3 ], > >> # Does authentication depend on group membership? What group name? > >> 'group' => 'staff', > >> # What is the attribute for the group object that determines membership? > >> 'group_attr' => 'ou=group,dc=ucsc,dc=edu', > >> ## RT ATTRIBUTE MATCHING SECTION > >> # The list of RT attributes that uniquely identify a user > >> > >> # This example shows what you *can* specify.. I recommend reducing this > >> > >> # to just the Name and EmailAddress to save encountering problems later. > >> 'attr_match_list' => [ 'Name', > >> 'EmailAddress', > >> ], > >> # The mapping of RT attributes on to LDAP attributes > >> 'attr_map' => { 'Name' => 'uid', > >> 'EmailAddress' => 'mail', > >> 'RealName' => 'cn', > >> 'ExternalAuthId' => 'uid', > >> 'Gecos' => 'gecos', > >> 'WorkPhone' => 'telephoneNumber', > >> } > >> > >> }, > >> > >> What more do you need to know to help me get this working? > >> > >> Wes -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jan 12 18:09:42 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 12 Jan 2011 18:09:42 -0500 Subject: [rt-users] Calendar feature not working in RT 3.8.8 In-Reply-To: <1792577DCB731446AA4D874F1342736E2E266864@FASXCH02.fasmail.priv> References: <1792577DCB731446AA4D874F1342736E2E266864@FASXCH02.fasmail.priv> Message-ID: <20110112230942.GQ731@jibsheet.com> On Wed, Jan 12, 2011 at 02:57:19PM -0500, Lee, Jeffrey wrote: > Would anyone be able to help me out with this error? Whenever I try to set a due date with the > calendar feature I get the following error: > > > > Can't locate object method "new" via package "DateTime" at > /usr/lib/perl5/site_perl/5.8.8/Calendar/Simple.pm line 85. Looks like Calendar::Simple believes that you have DateTime installed, but can't find it. Check if you have it installed using cpan or your distribution's packages. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jan 12 18:11:45 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 12 Jan 2011 18:11:45 -0500 Subject: [rt-users] Set User Password In-Reply-To: <4CB3E05044AE6D47989FF271DEF16ADA080F234E@us-ex02.Corp.Exlibrisgroup.com> References: <740612623.322128.1294866834565.JavaMail.root@mail3.4j.lane.edu> <1063587653.322295.1294867011642.JavaMail.root@mail3.4j.lane.edu> <4CB3E05044AE6D47989FF271DEF16ADA080F234E@us-ex02.Corp.Exlibrisgroup.com> Message-ID: <20110112231145.GR731@jibsheet.com> On Wed, Jan 12, 2011 at 04:58:02PM -0600, John Alberts wrote: > On Wed, 12 Jan 2011 13:16:51 -0800 (PST) > Kurt Engle wrote: > > > I am wanting to use the Internal RT user database as well as an > > External LDAP database for user authentication. > > The only way I've found to do this is to temporarily disable LDAP auth, > add the users I want and set their password, and then re-enable LDAP > auth. One side effect, if the user you added does exist in LDAP, the > user can use either the LDAP password or the password you gave them to > login. > > Not sure if there is a better way to do this, but I couldn't find any > 'official' way to layer authentication and I only need to add a couple > special users for automation purposes, so what I did worked for me. RT-Authen-ExternalAuth hides the password boxes using css if the current user doesn't have a password, since it can't ask you to type in your password before changing the user's password. Does it work if you're logged in as the root 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 falcone at bestpractical.com Wed Jan 12 18:12:50 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 12 Jan 2011 18:12:50 -0500 Subject: [rt-users] RTFM rights In-Reply-To: <1178036586.287483.1294783506587.JavaMail.root@mail3.4j.lane.edu> References: <1829953246.287002.1294782934781.JavaMail.root@mail3.4j.lane.edu> <1178036586.287483.1294783506587.JavaMail.root@mail3.4j.lane.edu> Message-ID: <20110112231250.GS731@jibsheet.com> On Tue, Jan 11, 2011 at 02:05:06PM -0800, Kurt Engle wrote: > Yes, there are many articles with this title... but I am not finding an answer. > > I would like to grant the ability for a group of privileged users to create 'Topics' under a > 'Class'. I have created my group and populated it with members, I have created my RTFM class > and assigned the group 'all rights' to the class and the Custom Fields assigned to the > articles in the class. I had assumed that if I assign the 'Admin Class' and the 'Admin Topic' > rights to the group, the members would be able to administer (Add and Delete topics) the > 'Topic Tree' for the class. > > Am I interpreting the rights in RTFM correctly? It'd be helpful to know RT version, RTFM version and what rights you granted and whether you did it globally or to a particular Class. Otherwise it is difficult for anyone to try and replicate. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From betovaz at gmail.com Wed Jan 12 18:57:47 2011 From: betovaz at gmail.com (Alberto Vazquez) Date: Wed, 12 Jan 2011 15:57:47 -0800 Subject: [rt-users] ExternalAuth help needed In-Reply-To: <20110112230529.GP731@jibsheet.com> References: <4D2BBA79.5000804@ucsc.edu> <20110111154359.GI731@jibsheet.com> <4D2E328E.9090109@ucsc.edu> <20110112230529.GP731@jibsheet.com> Message-ID: Guys, I am new to RT, and I've encounter the following issue: I have changed the domain on the email address for some of our users, but now when they send a request to our queue, they get the following response. Could not load a valid user What do I need to change so that it does not happen again? Thank you so much. Alberto On Wed, Jan 12, 2011 at 3:05 PM, Kevin Falcone wrote: > On Wed, Jan 12, 2011 at 03:00:30PM -0800, Wes Modes wrote: > > Kevin, you said the error is clear. but it seems less than clear to > > me. Especially since I have no problem connecting to ldap with > > ldapsearch using the same DN. > > > > Are we stalled out here, then? If this forum can not offer help, any > > suggestions where to turn to for help? > > > > In my experience with other software, LDAP is one of the simplest > > integrations possible. In total one has to configure maybe three, maybe > > four things. The server FQDN, maybe the port, the base DN, and maybe > > the root DN. Voila! That's it! LDAP integration. > > > > I have a difficult time believing that RT is so difficult to integrate > > with LDAP, that there is so little step-by-step documentation, and that > > the user forums offer so little help. This has been a surprisingly > > difficult process, but I'd still like to be proved completely wrong. > > Wes, plenty of folks have this working and I've set it up more times > than I can count. You've cherry picked an error that tells me that > your LDAP server is rejecting the connection attempt. What do your > LDAP logs say? > > As someone observed, your group settings look interestingly wrong, but > since I'm staring at one log line it's kind of hard to tell if this is > the initial bind or a later bind failure. > > -kevin > > > On 1/11/2011 7:43 AM, Kevin Falcone wrote: > > > On Mon, Jan 10, 2011 at 06:03:37PM -0800, Wes Modes wrote: > > >> I am using ExternalAuth to connect RT3.8.8 to LDAP. > > >> > > >> Detailed documentation seems to be woefully absent, and I've > scoured the web and tried the > > >> dozens of conflicting suggestions, so I'm turning to y'all. > > >> > > >> Here's the error I get: > > >> > > >> [Tue Jan 11 01:41:56 2011] [critical]: > RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj > > >> Can't bind: LDAP_INVALID_DN_SYNTAX 34 > > >> > (/usr/local/rt/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467) > > > The error seems clear, something in your username or password isn't > > > valid DN syntax according to your server. > > > > > > Try connecting using the ldapsearch command line client. > > > > > > -kevin > > > > > >> Here's the LDAP section from my RT_Authen-ExternalAuth.pm > > >> > > >> 'My_LDAP' => { > > >> ## GENERIC SECTION > > >> # The type of service (db/ldap/cookie) > > >> 'type' => 'ldap', > > >> # The server hosting the service > > >> 'server' => 'dir1.library.ucsc.edu', > > >> ## SERVICE-SPECIFIC SECTION > > >> # If you can bind to your LDAP server anonymously you > should > > >> # remove the user and pass config lines, otherwise > specify them here: > > >> # > > >> # The username RT should use to connect to the LDAP > server > > >> 'user' => > 'cn=admin,dc=ucsc,dc=edu', > > >> # The password RT should use to connect to the LDAP > server > > >> 'pass' => 'PASSWORD', > > >> # > > >> # The LDAP search base > > >> 'base' => > 'ou=people,dc=ucsc,dc=edu', > > >> # > > >> # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN > PARENTHESES! > > >> # YOU **MUST** SPECIFY A filter AND A d_filter!! > > >> # > > >> # The filter to use to match RT-Users > > >> 'filter' => '(objectClass=person)', > > >> # A catch-all example filter: '(objectClass=*)' > > >> # > > >> # The filter that will only match disabled users > > >> 'd_filter' => > '(objectClass=FooBarBaz)', > > >> # A catch-none example d_filter: > '(objectClass=FooBarBaz)' > > >> # > > >> # Should we try to use TLS to encrypt connections? > > >> 'tls' => 0, > > >> # SSL Version to provide to Net::SSLeay *if* using SSL > > >> 'ssl_version' => 3, > > >> # What other args should I pass to > Net::LDAP->new($host, at args)? > > >> 'net_ldap_args' => [ version => 3 ], > > >> # Does authentication depend on group membership? What > group name? > > >> 'group' => 'staff', > > >> # What is the attribute for the group object that > determines membership? > > >> 'group_attr' => > 'ou=group,dc=ucsc,dc=edu', > > >> ## RT ATTRIBUTE MATCHING SECTION > > >> # The list of RT attributes that uniquely identify a user > > >> > > >> # This example shows what you *can* specify.. I recommend > reducing this > > >> > > >> # to just the Name and EmailAddress to save encountering > problems later. > > >> 'attr_match_list' => [ 'Name', > > >> 'EmailAddress', > > >> ], > > >> # The mapping of RT attributes on to LDAP attributes > > >> 'attr_map' => { 'Name' => 'uid', > > >> 'EmailAddress' => > 'mail', > > >> 'RealName' => 'cn', > > >> 'ExternalAuthId' => > 'uid', > > >> 'Gecos' => 'gecos', > > >> 'WorkPhone' => > 'telephoneNumber', > > >> } > > >> > > >> }, > > >> > > >> What more do you need to know to help me get this working? > > >> > > >> Wes > -- Alberto Vazquez-Dzul Email: betovaz at gmail.com Mobile: (805) 444-0835 GVoice: (805) 768-4798 -------------- next part -------------- An HTML attachment was scrubbed... URL: From wmodes at ucsc.edu Wed Jan 12 19:01:08 2011 From: wmodes at ucsc.edu (Wes Modes) Date: Wed, 12 Jan 2011 16:01:08 -0800 Subject: [rt-users] ExternalAuth help needed In-Reply-To: <20110112230529.GP731@jibsheet.com> References: <4D2BBA79.5000804@ucsc.edu> <20110111154359.GI731@jibsheet.com> <4D2E328E.9090109@ucsc.edu> <20110112230529.GP731@jibsheet.com> Message-ID: <4D2E40C4.3040601@ucsc.edu> I've confirmed that the user "rjohnson" can indeed login to other services via LDAP. However, he can't login to rt. Looking closer, here's all the rt.log says about the failed login attempt: [Wed Jan 12 23:21:18 2011] [error]: FAILED LOGIN for rjohnson from 128.114.163.50 (/usr/lib/rt/RT/Interface/Web.pm:424) Where did the original error I reported go? Beats me? Here's what ldap.log says on the LDAP server: Jan 12 15:21:18 dir1 slapd2.4[2475]: conn=614436 fd=48 ACCEPT from IP=128.114.163.13:407 52 (IP=0.0.0.0:389) Jan 12 15:21:18 dir1 slapd2.4[2475]: conn=614436 op=0 BIND dn="cn=admin,dc=ucsc,dc=edu" method=128 Jan 12 15:21:18 dir1 slapd2.4[2475]: conn=614436 op=0 BIND dn="cn=admin,dc=ucsc,dc=edu" mech=SIMPLE ssf=0 Jan 12 15:21:18 dir1 slapd2.4[2475]: conn=614436 op=0 RESULT tag=97 err=0 text= Jan 12 15:21:18 dir1 slapd2.4[2475]: conn=614436 op=1 SRCH base="ou=people,dc=ucsc,dc=ed u" scope=2 deref=2 filter="(&(objectClass=person)(uid=rjohnson))" Jan 12 15:21:18 dir1 slapd2.4[2475]: conn=614436 op=1 SRCH attr=telephoneNumber cn mail uid gecos uid Jan 12 15:21:18 dir1 slapd2.4[2475]: conn=614436 op=1 SEARCH RESULT tag=101 err=0 nentri es=1 text= Jan 12 15:21:18 dir1 slapd2.4[2475]: conn=614436 fd=48 closed (connection lost) Jan 12 15:21:19 dir1 slapd2.4[2475]: conn=614435 op=4 UNBIND Jan 12 15:21:19 dir1 slapd2.4[2475]: conn=614435 fd=39 closed However, when I login as another user, one that has a local rt login, I get this in the rt.log: [Wed Jan 12 23:31:22 2011] [critical]: Search for (ou=group,dc=ucsc,dc=edu=uid=wmodes,ou=people,dc=ucsc,dc=edu) failed: LDAP_INVALID_DN_SYNTAX 34 (/usr/local/rt/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:116) [Wed Jan 12 23:31:22 2011] [error]: AUTH FAILED, Couldn't Load Password Encryption Package. Error: Can't locate Crypt/MySQL.pm in @INC (@INC contains: /usr/local/rt/lib /usr/local/rt/plugins/RT-Extension-ExtractCustomFieldValues/lib /usr/local/rt/plugins/RT-Authen-ExternalAuth/lib /usr/lib/rt /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at (eval 4588) line 3, line 440. Stack: [(eval 4588):3] [/usr/local/rt/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:330] [/usr/local/rt/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:156] [/usr/local/rt/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:25] [/usr/lib/rt/RT/Interface/Web.pm:202] [/var/rt/html/autohandler:53] (/usr/local/rt/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:70) [Wed Jan 12 23:31:22 2011] [error]: My_MySQL AUTH FAILED The encryption package you gave me ( Crypt::MySQL ) does not support the encryption method you specified ( password ) (/usr/local/rt/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:99) It looks like you are right about the group setting being messed up, but does that explain the failure of the first login? There may be multiple things messed up and prove conclusively that two wrongs do not make a right. Wes On 1/12/2011 3:05 PM, Kevin Falcone wrote: > On Wed, Jan 12, 2011 at 03:00:30PM -0800, Wes Modes wrote: >> Kevin, you said the error is clear. but it seems less than clear to >> me. Especially since I have no problem connecting to ldap with >> ldapsearch using the same DN. >> >> Are we stalled out here, then? If this forum can not offer help, any >> suggestions where to turn to for help? >> >> In my experience with other software, LDAP is one of the simplest >> integrations possible. In total one has to configure maybe three, maybe >> four things. The server FQDN, maybe the port, the base DN, and maybe >> the root DN. Voila! That's it! LDAP integration. >> >> I have a difficult time believing that RT is so difficult to integrate >> with LDAP, that there is so little step-by-step documentation, and that >> the user forums offer so little help. This has been a surprisingly >> difficult process, but I'd still like to be proved completely wrong. > Wes, plenty of folks have this working and I've set it up more times > than I can count. You've cherry picked an error that tells me that > your LDAP server is rejecting the connection attempt. What do your > LDAP logs say? > > As someone observed, your group settings look interestingly wrong, but > since I'm staring at one log line it's kind of hard to tell if this is > the initial bind or a later bind failure. > > -kevin > >> On 1/11/2011 7:43 AM, Kevin Falcone wrote: >>> On Mon, Jan 10, 2011 at 06:03:37PM -0800, Wes Modes wrote: >>>> I am using ExternalAuth to connect RT3.8.8 to LDAP. >>>> >>>> Detailed documentation seems to be woefully absent, and I've scoured the web and tried the >>>> dozens of conflicting suggestions, so I'm turning to y'all. >>>> >>>> Here's the error I get: >>>> >>>> [Tue Jan 11 01:41:56 2011] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj >>>> Can't bind: LDAP_INVALID_DN_SYNTAX 34 >>>> (/usr/local/rt/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467) >>> The error seems clear, something in your username or password isn't >>> valid DN syntax according to your server. >>> >>> Try connecting using the ldapsearch command line client. >>> >>> -kevin >>> >>>> Here's the LDAP section from my RT_Authen-ExternalAuth.pm >>>> >>>> 'My_LDAP' => { >>>> ## GENERIC SECTION >>>> # The type of service (db/ldap/cookie) >>>> 'type' => 'ldap', >>>> # The server hosting the service >>>> 'server' => 'dir1.library.ucsc.edu', >>>> ## SERVICE-SPECIFIC SECTION >>>> # If you can bind to your LDAP server anonymously you should >>>> # remove the user and pass config lines, otherwise specify them here: >>>> # >>>> # The username RT should use to connect to the LDAP server >>>> 'user' => 'cn=admin,dc=ucsc,dc=edu', >>>> # The password RT should use to connect to the LDAP server >>>> 'pass' => 'PASSWORD', >>>> # >>>> # The LDAP search base >>>> 'base' => 'ou=people,dc=ucsc,dc=edu', >>>> # >>>> # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES! >>>> # YOU **MUST** SPECIFY A filter AND A d_filter!! >>>> # >>>> # The filter to use to match RT-Users >>>> 'filter' => '(objectClass=person)', >>>> # A catch-all example filter: '(objectClass=*)' >>>> # >>>> # The filter that will only match disabled users >>>> 'd_filter' => '(objectClass=FooBarBaz)', >>>> # A catch-none example d_filter: '(objectClass=FooBarBaz)' >>>> # >>>> # Should we try to use TLS to encrypt connections? >>>> 'tls' => 0, >>>> # SSL Version to provide to Net::SSLeay *if* using SSL >>>> 'ssl_version' => 3, >>>> # What other args should I pass to Net::LDAP->new($host, at args)? >>>> 'net_ldap_args' => [ version => 3 ], >>>> # Does authentication depend on group membership? What group name? >>>> 'group' => 'staff', >>>> # What is the attribute for the group object that determines membership? >>>> 'group_attr' => 'ou=group,dc=ucsc,dc=edu', >>>> ## RT ATTRIBUTE MATCHING SECTION >>>> # The list of RT attributes that uniquely identify a user >>>> >>>> # This example shows what you *can* specify.. I recommend reducing this >>>> >>>> # to just the Name and EmailAddress to save encountering problems later. >>>> 'attr_match_list' => [ 'Name', >>>> 'EmailAddress', >>>> ], >>>> # The mapping of RT attributes on to LDAP attributes >>>> 'attr_map' => { 'Name' => 'uid', >>>> 'EmailAddress' => 'mail', >>>> 'RealName' => 'cn', >>>> 'ExternalAuthId' => 'uid', >>>> 'Gecos' => 'gecos', >>>> 'WorkPhone' => 'telephoneNumber', >>>> } >>>> >>>> }, >>>> >>>> What more do you need to know to help me get this working? >>>> >>>> Wes -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Jan 12 19:14:16 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 12 Jan 2011 19:14:16 -0500 Subject: [rt-users] ExternalAuth help needed In-Reply-To: <4D2E40C4.3040601@ucsc.edu> References: <4D2BBA79.5000804@ucsc.edu> <20110111154359.GI731@jibsheet.com> <4D2E328E.9090109@ucsc.edu> <20110112230529.GP731@jibsheet.com> <4D2E40C4.3040601@ucsc.edu> Message-ID: <20110113001416.GT731@jibsheet.com> On Wed, Jan 12, 2011 at 04:01:08PM -0800, Wes Modes wrote: > [Wed Jan 12 23:31:22 2011] [error]: AUTH FAILED, Couldn't Load Password Encryption Package. > Error: Can't locate Crypt/MySQL.pm in @INC (@INC contains: /usr/local/rt/lib What are you doing to load that? You should send along the other parts of your RT_SiteConfig.pm, it appears you've got something 'interesting' running. Did you tell RT-Authen-ExternalAuth to look at LDAP and a mysql database? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From gary at cweeksassociates.com Wed Jan 12 22:35:41 2011 From: gary at cweeksassociates.com (Gary Bristol) Date: Wed, 12 Jan 2011 21:35:41 -0600 Subject: [rt-users] installation of RT-Extension-SLA-0.03 Message-ID: I am having problems with getting RT to start again aftter installing The SLA 0.03 extension. I get the following error in the Web Logs. [error] Require of RT::Condition::SLA_RequireDefault failed.\nCan't locate RT/Condition/SLA_RequireDefault.pm in @INC (@INC contains: /usr/local/lib/rt3/lib /usr/local/lib/rt3/plugins/RT-FM/lib /usr/local/lib/rt3/plugins/RT-IR/lib /usr/local/lib/rt3/plugins/RT-Extension-JSGantt/lib /usr/share/perl5 /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5 /usr/local/lib64/perl5/site_perl/5.10.0/x86_64-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib64/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl /usr/lib/perl5/site_perl . /etc/httpd) at (eval 2651) line 2.\n\nCompilation failed in require at (eval 2) line 1.\n I can't seem to find where the path to the SLA_RequireDefault.pm needs to be added so that RT will start. Base OS is Fedora Core 14, web server Build RT 3.8.8 installed via YUM Mysqld installed via YUM RTFM 2.4.2 installed RT-IR 2.4.2 installed RT-Authen-ExternalAuth-0.08 installed RT-Action-NotifyGroup-0.02 installed bestpractical-rt-extension-jsgantt0d1cacc1 installed Gary L. Bristol CISSP, CRISC, RHCE 405-623-9503 -------------- next part -------------- An HTML attachment was scrubbed... URL: From lanang.sejagat at gmail.com Thu Jan 13 03:30:41 2011 From: lanang.sejagat at gmail.com (Lanang Sejagat) Date: Thu, 13 Jan 2011 16:30:41 +0800 Subject: [rt-users] Data from external database into custome field Message-ID: Hi, Is there any example for populating custom field data from external database ? Rgds Lanang -------------- next part -------------- An HTML attachment was scrubbed... URL: From tobias.hieta at purplescout.se Thu Jan 13 08:04:01 2011 From: tobias.hieta at purplescout.se (Tobias Hieta) Date: Thu, 13 Jan 2011 14:04:01 +0100 Subject: [rt-users] 3.9 release "schedule" and set owner question Message-ID: Hello, We are right now looking to implement Request Tracker at a customers place and we have been running a long test phase with limited personal involved. While the feedback have been very positive we have noted some annoyances. I installed 3.9 on a test machine the other day and to my delight a lot of the things that where noted in their feedback actually is fixed! So instead of deploying the current version we are now looking for deploying 3.9 as soon as it's available. So I just wanted to know if you guys have any feeling when you think this will be released in a non-beta way? I know that it's impossible to give hard dates, but maybe you know if it's 1 or 6 months away? The second question is something that has been bugging me a lot, why is it that there is no permission for setting the owner in a ticket? In our case our end-customer is creating the tickets directly in the web-interface, and can update it there, but all the time they can actually change the owner for the ticket and I haven't found any permission to deny that... Is this intentional or am I missing something? Would a patch with this functionality added be appreciated? Thanks, Tobias -- Tobias Hieta http://about.me/thieta From falcone at bestpractical.com Thu Jan 13 08:22:44 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Jan 2011 08:22:44 -0500 Subject: [rt-users] installation of RT-Extension-SLA-0.03 In-Reply-To: References: Message-ID: <20110113132244.GU731@jibsheet.com> On Wed, Jan 12, 2011 at 09:35:41PM -0600, Gary Bristol wrote: > I am having problems with getting RT to start again aftter installing The SLA 0.03 extension. > > I get the following error in the Web Logs. You don't appear to have added RT::Extension::SLA to your @Plugins line with all the other extensions you have installed -kevin > [error] Require of RT::Condition::SLA_RequireDefault failed.\nCan't locate > RT/Condition/SLA_RequireDefault.pm in @INC (@INC contains: /usr/local/lib/rt3/lib > /usr/local/lib/rt3/plugins/RT-FM/lib /usr/local/lib/rt3/plugins/RT-IR/lib > /usr/local/lib/rt3/plugins/RT-Extension-JSGantt/lib /usr/share/perl5 /usr/local/lib64/perl5 > /usr/local/share/perl5 /usr/lib64/perl5 > /usr/local/lib64/perl5/site_perl/5.10.0/x86_64-linux-thread-multi > /usr/local/lib/perl5/site_perl/5.10.0 > /usr/lib64/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl > /usr/lib/perl5/site_perl . /etc/httpd) at (eval 2651) line 2.\n\nCompilation failed in require > at (eval 2) line 1.\n > > I can't seem to find where the path to the SLA_RequireDefault.pm needs to be added so that RT > will start. > > Base OS is Fedora Core 14, web server Build > RT 3.8.8 installed via YUM > Mysqld installed via YUM > RTFM 2.4.2 installed > RT-IR 2.4.2 installed > RT-Authen-ExternalAuth-0.08 installed > RT-Action-NotifyGroup-0.02 installed > bestpractical-rt-extension-jsgantt0d1cacc1 installed > > Gary L. Bristol > CISSP, CRISC, RHCE > 405-623-9503 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From cgarcia at ific.uv.es Thu Jan 13 08:38:40 2011 From: cgarcia at ific.uv.es (Carlos Garcia Montoro) Date: Thu, 13 Jan 2011 14:38:40 +0100 Subject: [rt-users] 3.9 release "schedule" and set owner question In-Reply-To: References: Message-ID: <4D2F0060.9060509@ific.uv.es> Hello Tobias, Users can't establish ticket ownership if you don't grant them to. Users can add info to their tickets if they can "ReplyToTicket". You don't have to grant them "ModifyTicket" or "StealTicket". If you do, then you grant them to set the owner of a ticket (and more...). So try to revoke ModifyTicket and StealTicket to your users and see what happens. Hope it helps, Carlos Tobias Hieta escribi?: > Hello, > > We are right now looking to implement Request Tracker at a customers place and we have been running a long test phase with limited personal involved. While the feedback have been very positive we have noted some annoyances. I installed 3.9 on a test machine the other day and to my delight a lot of the things that where noted in their feedback actually is fixed! So instead of deploying the current version we are now looking for deploying 3.9 as soon as it's available. So I just wanted to know if you guys have any feeling when you think this will be released in a non-beta way? I know that it's impossible to give hard dates, but maybe you know if it's 1 or 6 months away? > > The second question is something that has been bugging me a lot, why is it that there is no permission for setting the owner in a ticket? In our case our end-customer is creating the tickets directly in the web-interface, and can update it there, but all the time they can actually change the owner for the ticket and I haven't found any permission to deny that... Is this intentional or am I missing something? Would a patch with this functionality added be appreciated? > > Thanks, > Tobias > > -- > Tobias Hieta > http://about.me/thieta > > > > -- _______ _______________________________________________________________ | __ __ | Carlos Garc?a Montoro Ingeniero Inform?tico |_\_Y_/_| Instituto de F?sica Corpuscular Centro Mixto CSIC - UV |\_] [_/| CPAN www.i-cpan.es | [_] | Edificio Institutos de Investigaci?n cgarcia at ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel:+34 963543706 |_______| Espa?a / Spain Fax:+34 963543488 -------------- next part -------------- A non-text attachment was scrubbed... Name: cgarcia.vcf Type: text/x-vcard Size: 491 bytes Desc: not available URL: From jnarins at seniorbridge.com Thu Jan 13 08:45:10 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Thu, 13 Jan 2011 08:45:10 -0500 Subject: [rt-users] 3.9 release "schedule" and set owner question In-Reply-To: References: Message-ID: > The second question is something that has been bugging me a lot, why is > it that there is no permission for setting the owner in a ticket? In > our case our end-customer is creating the tickets directly in the web- > interface, and can update it there, but all the time they can actually > change the owner for the ticket and I haven't found any permission to > deny that... Is this intentional or am I missing something? Would a > patch with this functionality added be appreciated? It might be overkill, but another thing to consider is removing the Owner widget from share/html/Ticket/Create.html is another way. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnarins at seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From jesse at bestpractical.com Thu Jan 13 09:23:12 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 13 Jan 2011 09:23:12 -0500 Subject: [rt-users] 3.9 release "schedule" and set owner question In-Reply-To: References: Message-ID: <20110113142312.GA6110@bestpractical.com> On Thu, Jan 13, 2011 at 08:45:10AM -0500, Josh Narins wrote: > > The second question is something that has been bugging me a lot, why is > > it that there is no permission for setting the owner in a ticket? In > > our case our end-customer is creating the tickets directly in the web- > > interface, and can update it there, but all the time they can actually > > change the owner for the ticket and I haven't found any permission to > > deny that... Is this intentional or am I missing something? Would a > > patch with this functionality added be appreciated? > > It might be overkill, but another thing to consider is removing the > Owner widget from share/html/Ticket/Create.html is another way. > It's important to note that that won't actually fix the issue, just mask the fact that there's a permissions problem. > > > > Josh Narins > Director of Application Development > SeniorBridge > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Mobile: (917) 488-6248 > Fax: (212) 994-4260 > jnarins at seniorbridge.com > > SeniorBridge > Managing Complex Chronic Care > http://www.seniorbridge.com > > > > SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -- From falcone at bestpractical.com Thu Jan 13 09:33:36 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Jan 2011 09:33:36 -0500 Subject: [rt-users] Data from external database into custome field In-Reply-To: References: Message-ID: <20110113143336.GV731@jibsheet.com> On Thu, Jan 13, 2011 at 04:30:41PM +0800, Lanang Sejagat wrote: > Is there any example for populating custom field data from external database ? Have you read through docs/creating_external_custom_fields.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 jesse at bestpractical.com Thu Jan 13 09:34:22 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 13 Jan 2011 09:34:22 -0500 Subject: [rt-users] 3.9 release "schedule" and set owner question In-Reply-To: References: Message-ID: <20110113143422.GD6110@bestpractical.com> On Thu, Jan 13, 2011 at 02:04:01PM +0100, Tobias Hieta wrote: > Hello, > > We are right now looking to implement Request Tracker at a customers place and we have been running a long test phase with limited personal involved. While the feedback have been very positive we have noted some annoyances. I installed 3.9 on a test machine the other day and to my delight a lot of the things that where noted in their feedback actually is fixed! So instead of deploying the current version we are now looking for deploying 3.9 as soon as it's available. So I just wanted to know if you guys have any feeling when you think this will be released in a non-beta way? I know that it's impossible to give hard dates, but maybe you know if it's 1 or 6 months away? It's my hope that the question is "is it 2 weeks away or 4?" But it all depends on what we hear from users about the release candidates. Best, Jesse From hesco at campaignfoundations.com Thu Jan 13 10:28:35 2011 From: hesco at campaignfoundations.com (Hugh Esco) Date: Thu, 13 Jan 2011 10:28:35 -0500 Subject: [rt-users] Data from external database into custome field In-Reply-To: <20110113143336.GV731@jibsheet.com> References: <20110113143336.GV731@jibsheet.com> Message-ID: <20110113102835.cce0f67a.hesco@campaignfoundations.com> Is that in the tarball? I could not find it in the installation directory. -- Hugh On Thu, 13 Jan 2011 09:33:36 -0500 Kevin Falcone wrote: > On Thu, Jan 13, 2011 at 04:30:41PM +0800, Lanang Sejagat wrote: > > Is there any example for populating custom field data from external database ? > > Have you read through docs/creating_external_custom_fields.pod ? > > -kevin -- 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 falcone at bestpractical.com Thu Jan 13 10:59:13 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Jan 2011 10:59:13 -0500 Subject: [rt-users] Data from external database into custome field In-Reply-To: <20110113102835.cce0f67a.hesco@campaignfoundations.com> References: <20110113143336.GV731@jibsheet.com> <20110113102835.cce0f67a.hesco@campaignfoundations.com> Message-ID: <20110113155913.GW731@jibsheet.com> On Thu, Jan 13, 2011 at 10:28:35AM -0500, Hugh Esco wrote: > Is that in the tarball? Yes > I could not find it in the installation > directory. > On Thu, 13 Jan 2011 09:33:36 -0500 > Kevin Falcone wrote: > > > On Thu, Jan 13, 2011 at 04:30:41PM +0800, Lanang Sejagat wrote: > > > Is there any example for populating custom field data from external database ? > > > > Have you read through docs/creating_external_custom_fields.pod ? > > > > -kevin > > -- > 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(); } > > -------------- 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 Jan 13 11:22:02 2011 From: engle at 4j.lane.edu (Kurt Engle) Date: Thu, 13 Jan 2011 08:22:02 -0800 (PST) Subject: [rt-users] RTFM rights In-Reply-To: <20110112231250.GS731@jibsheet.com> Message-ID: <1788002477.343269.1294935722121.JavaMail.root@mail3.4j.lane.edu> I am using RT 3.8.8 and RTFM 2.4.3rc1. My rights are granted per class. I have setup a group of privileged users and have assigned all the rights available to the class to the group. Specifically, the group as 'Admin Class' and Admin Topics' to the class. The rights to the Custom Fields within the class are also assigned to the user group but the group 'Everyone' has 'See Custom Field' assigned. I am able to create the Class as 'SuperUser' but I would like to delegate the creation of Topics to someone else. Thanks for the help. Kurt Engle From: "Kevin Falcone" To: rt-users at lists.bestpractical.com Sent: Wednesday, January 12, 2011 3:12:50 PM Subject: Re: [rt-users] RTFM rights On Tue, Jan 11, 2011 at 02:05:06PM -0800, Kurt Engle wrote: > Yes, there are many articles with this title... but I am not finding an answer. > > I would like to grant the ability for a group of privileged users to create 'Topics' under a > 'Class'. I have created my group and populated it with members, I have created my RTFM class > and assigned the group 'all rights' to the class and the Custom Fields assigned to the > articles in the class. I had assumed that if I assign the 'Admin Class' and the 'Admin Topic' > rights to the group, the members would be able to administer (Add and Delete topics) the > 'Topic Tree' for the class. > > Am I interpreting the rights in RTFM correctly? It'd be helpful to know RT version, RTFM version and what rights you granted and whether you did it globally or to a particular Class. Otherwise it is difficult for anyone to try and replicate. -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From engle at 4j.lane.edu Thu Jan 13 12:18:04 2011 From: engle at 4j.lane.edu (Kurt Engle) Date: Thu, 13 Jan 2011 09:18:04 -0800 (PST) Subject: [rt-users] Set User Password In-Reply-To: <20110112231145.GR731@jibsheet.com> Message-ID: <1829266305.347059.1294939084507.JavaMail.root@mail3.4j.lane.edu> Yes, the password change box does appear when I login as 'root'. I am able to set passwords for local users as the 'root' user. Interesting though, when I login to RT as myself via LDAP with 'SuperUser' rights, I do not see the password boxes for any users other than myself. So, I went ahead and entered a password for my account and made it that same as my LDAP retrieved password. Now, I can see password boxes for all of my users and can make changes to their passwords. Which is what I want. But, can someone explain the logic of the credentials checking process that is followed here? Is RT using my LDAP retrieved password or is it using an internal password in this process? If I change my password internal to RT and make it different than my LDAP retrieved password they both work and appear to be the same user. So it seems that a user's account, if it is external, can have and external and internal password. Kurt Engle From: "Kevin Falcone" To: rt-users at lists.bestpractical.com Sent: Wednesday, January 12, 2011 3:11:45 PM Subject: Re: [rt-users] Set User Password On Wed, Jan 12, 2011 at 04:58:02PM -0600, John Alberts wrote: > On Wed, 12 Jan 2011 13:16:51 -0800 (PST) > Kurt Engle wrote: > > > I am wanting to use the Internal RT user database as well as an > > External LDAP database for user authentication. > > The only way I've found to do this is to temporarily disable LDAP auth, > add the users I want and set their password, and then re-enable LDAP > auth. One side effect, if the user you added does exist in LDAP, the > user can use either the LDAP password or the password you gave them to > login. > > Not sure if there is a better way to do this, but I couldn't find any > 'official' way to layer authentication and I only need to add a couple > special users for automation purposes, so what I did worked for me. RT-Authen-ExternalAuth hides the password boxes using css if the current user doesn't have a password, since it can't ask you to type in your password before changing the user's password. Does it work if you're logged in as the root user? -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From jonathan at panayainc.com Thu Jan 13 12:23:11 2011 From: jonathan at panayainc.com (Jonathan Salomon) Date: Thu, 13 Jan 2011 09:23:11 -0800 Subject: [rt-users] how to assign ticket to unprivileged users from ExternalAuth Message-ID: <5305532C5AADCC469E6E9023CADA294C011ECBA8E43E@IE2RD2XVS011.red002.local> Hi all, I've configured ExternalAuth to authenticate against our AD and this works well. I created a user group that has some unprivileged users from the AD as its members. Now I want to assign some of these tickets to members of this group as the owner of such ticket. However, since they are users from the ExternalAuth they are not listed in the dropdown. Should I make these users privileged (I'd prefer not to). I would appreciate it if anyone could point me in the right direction. Thanks! Jonathan -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jan 13 12:49:42 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Jan 2011 12:49:42 -0500 Subject: [rt-users] Set User Password In-Reply-To: <1829266305.347059.1294939084507.JavaMail.root@mail3.4j.lane.edu> References: <20110112231145.GR731@jibsheet.com> <1829266305.347059.1294939084507.JavaMail.root@mail3.4j.lane.edu> Message-ID: <20110113174941.GX731@jibsheet.com> On Thu, Jan 13, 2011 at 09:18:04AM -0800, Kurt Engle wrote: > But, can someone explain the logic of the credentials checking process that is followed here? > Is RT using my LDAP retrieved password or is it using an internal password in this process? If Internal > I change my password internal to RT and make it different than my LDAP retrieved password they > both work and appear to be the same user. RT will let you log in with your LDAP or your internal password since RT-Authen-ExternalAuth falls back > So it seems that a user's account, if it is > external, can have and external and internal password. Correct. The reason RT-Authen-ExternalAuth actually hides password boxes is so that users who can change their preferences don't try to change their password internally since they won't be changing their LDAP password and might be surprised when they went to log into something else that uses LDAP and it was different from what they changed 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 Jan 13 12:50:30 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Jan 2011 12:50:30 -0500 Subject: [rt-users] how to assign ticket to unprivileged users from ExternalAuth In-Reply-To: <5305532C5AADCC469E6E9023CADA294C011ECBA8E43E@IE2RD2XVS011.red002.local> References: <5305532C5AADCC469E6E9023CADA294C011ECBA8E43E@IE2RD2XVS011.red002.local> Message-ID: <20110113175030.GY731@jibsheet.com> On Thu, Jan 13, 2011 at 09:23:11AM -0800, Jonathan Salomon wrote: > Hi all, > > > > I've configured ExternalAuth to authenticate against our AD and this works well. I created a > user group that has some unprivileged users from the AD as its members. Now I want to assign > some of these tickets to members of this group as the owner of such ticket. However, since > they are users from the ExternalAuth they are not listed in the dropdown. Should I make these > users privileged (I'd prefer not to). Just grant that group OwnTicket in the appropriate queue. Ticket Ownership isn't tied to Privileged or Unprivileged, it is tied to the OwnTicket right. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kfcrocker at lbl.gov Thu Jan 13 12:58:16 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 13 Jan 2011 09:58:16 -0800 Subject: [rt-users] how to assign ticket to unprivileged users from ExternalAuth In-Reply-To: <20110113175030.GY731@jibsheet.com> References: <5305532C5AADCC469E6E9023CADA294C011ECBA8E43E@IE2RD2XVS011.red002.local> <20110113175030.GY731@jibsheet.com> Message-ID: Jonathan, In addition to what Kevin said, you will need to make sure that the rights you grant GLOBALLY will not give too much ability to this grouop. You might have to remove some of those GLOBAL rights and grant them to individual Queues, minus the Queue that this special group uses. Kenn LBNL On Thu, Jan 13, 2011 at 9:50 AM, Kevin Falcone wrote: > On Thu, Jan 13, 2011 at 09:23:11AM -0800, Jonathan Salomon wrote: > > Hi all, > > > > > > > > I've configured ExternalAuth to authenticate against our AD and this > works well. I created a > > user group that has some unprivileged users from the AD as its > members. Now I want to assign > > some of these tickets to members of this group as the owner of such > ticket. However, since > > they are users from the ExternalAuth they are not listed in the > dropdown. Should I make these > > users privileged (I'd prefer not to). > > Just grant that group OwnTicket in the appropriate queue. Ticket > Ownership isn't tied to Privileged or Unprivileged, it is tied to the > OwnTicket right. > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ajaxbro at yahoo.com Thu Jan 13 13:12:39 2011 From: ajaxbro at yahoo.com (adam brown) Date: Thu, 13 Jan 2011 10:12:39 -0800 (PST) Subject: [rt-users] Embed image in template email Message-ID: <634443.22592.qm@web34501.mail.mud.yahoo.com> Is there a way to embed an image into the template email. I know how to attach the image through html, but want to embed it so outlook will always display it. -------------- next part -------------- An HTML attachment was scrubbed... URL: From nlayne at telebarbados.com Thu Jan 13 13:31:48 2011 From: nlayne at telebarbados.com (=?iso-8859-1?Q?Nic=F4le_Layne-Balram?=) Date: Thu, 13 Jan 2011 14:31:48 -0400 Subject: [rt-users] External users unable to create tickets since ExternalAuth activated In-Reply-To: References: Message-ID: <4C137E3BA6DB4A4291596A118437D8E501929ED3@exchange1.telebarbados.com> Any thoughts on this issue? Kind regards, Nicole ------------------------------ Message: 2 Date: Mon, 10 Jan 2011 23:04:52 -0400 From: Nicole Layne-Balram To: Subject: [rt-users] External users unable to create tickets since ExternalAuth activated Message-ID: <4C137E3BA6DB4A4291596A118437D8E501929A70 at exchange1.telebarbados.com> Content-Type: text/plain; charset="iso-8859-1" Since implementing external auth (LDAP option), RT works as expected for users within AD, but I've just realized that external users are unable to create tickets, even with the appropriate "Everybody" permissions set via the web interface (globally as well as queue-specific). Error within logs: *timestamp* RT RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: Autocreated on ticket submission, Disabled: 0, EmailAddress: yyy at hotmail.com, Name: yyy at hotmail.com, Password: , Privileged: 0, RealName: Jane Doe (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) Jan 10 21:21:58 RT RT: Couldn't load user 'yyy at hotmail.com'.giving up (/opt/rt3/bin/../lib/RT/Interface/Email.pm:947) RT_SiteConfig.pm: Set($rtname , "xxx.com"); Set($Organization , "xxx.com"); Set($Timezone , 'US/Eastern'); Set($DatabaseType , 'mysql'); Set($DatabaseHost , 'localhost'); Set($DatabaseRTHost , 'localhost'); Set($DatabasePort , ''); Set($DatabaseUser , 'rt'); Set($DatabasePassword , 'xyz'); Set($OwnerEmail , 'root'); Set($RTAddressRegexp , '([a-z]+)\@rt\.xxx\.com$'); Set($ValidateUserEmailAddresses, 1); Set($CorrespondAddress , 'no-reply at rt.xxx.com'); Set($CommentAddress , 'no-reply-comment at rt.xxx.com'); Set( $WebDomain, 'rt.xxx.com' ); Set($WebPath, ""); Set($CanonicalizeRedirectURLs, 1); Set($LogToSyslog , 'info'); Set($UnsafeEmailCommands,1); Set($LogToSyslog, "debug"); Set($AutoCreateNonExternalUsers, 1); Set($AutoCreate, {Privileged => 1}); Set(@Plugins,qw(RT::FM RT::Extension::QueueDeactivatedScrips RT::Extension::MobileUI RT::Authen::ExternalAuth)); require "/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/My_RT_SiteConfig.pm"; 1; External User gets two returned e-mails from no-reply at rt.xxx.com: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. User 'yyy at hotmail.com' could not be loaded in the mail gateway Any help and suggestions would be greatly appreciated. Thanks, Nicole ------------------------------ From kfcrocker at lbl.gov Thu Jan 13 13:37:03 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 13 Jan 2011 10:37:03 -0800 Subject: [rt-users] External users unable to create tickets since ExternalAuth activated In-Reply-To: <4C137E3BA6DB4A4291596A118437D8E501929ED3@exchange1.telebarbados.com> References: <4C137E3BA6DB4A4291596A118437D8E501929ED3@exchange1.telebarbados.com> Message-ID: Kevin, Your suggestion on using the LDAP setting for adding users worked well. Thank you. I do have a question as to why all that explanation on My_Oracle and such in the ExternalAuth notes if we should use such settings? Kenn LBNL On Thu, Jan 13, 2011 at 10:31 AM, Nic?le Layne-Balram < nlayne at telebarbados.com> wrote: > Any thoughts on this issue? > > Kind regards, > Nicole > > ------------------------------ > > Message: 2 > Date: Mon, 10 Jan 2011 23:04:52 -0400 > From: Nicole Layne-Balram > To: > Subject: [rt-users] External users unable to create tickets since > ExternalAuth activated > Message-ID: > < > 4C137E3BA6DB4A4291596A118437D8E501929A70 at exchange1.telebarbados.com> > Content-Type: text/plain; charset="iso-8859-1" > > Since implementing external auth (LDAP option), RT works as expected for > users within AD, but I've just realized that external users are unable to > create tickets, even with the appropriate "Everybody" permissions set via > the web interface (globally as well as queue-specific). > > Error within logs: > *timestamp* RT RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning > Comments: Autocreated on ticket submission, Disabled: 0, EmailAddress: > yyy at hotmail.com, Name: yyy at hotmail.com, Password: , Privileged: 0, > RealName: Jane Doe > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) > Jan 10 21:21:58 RT RT: Couldn't load user 'yyy at hotmail.com'.giving up > (/opt/rt3/bin/../lib/RT/Interface/Email.pm:947) > > RT_SiteConfig.pm: > Set($rtname , "xxx.com"); > Set($Organization , "xxx.com"); > Set($Timezone , 'US/Eastern'); > Set($DatabaseType , 'mysql'); > Set($DatabaseHost , 'localhost'); > Set($DatabaseRTHost , 'localhost'); > Set($DatabasePort , ''); > Set($DatabaseUser , 'rt'); > Set($DatabasePassword , 'xyz'); > Set($OwnerEmail , 'root'); > Set($RTAddressRegexp , '([a-z]+)\@rt\.xxx\.com$'); > Set($ValidateUserEmailAddresses, 1); > Set($CorrespondAddress , 'no-reply at rt.xxx.com'); > Set($CommentAddress , 'no-reply-comment at rt.xxx.com'); > Set( $WebDomain, 'rt.xxx.com' ); > Set($WebPath, ""); > Set($CanonicalizeRedirectURLs, 1); > Set($LogToSyslog , 'info'); > Set($UnsafeEmailCommands,1); > Set($LogToSyslog, "debug"); > Set($AutoCreateNonExternalUsers, 1); > Set($AutoCreate, {Privileged => 1}); > Set(@Plugins,qw(RT::FM RT::Extension::QueueDeactivatedScrips > RT::Extension::MobileUI RT::Authen::ExternalAuth)); > require > "/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/My_RT_SiteConfig.pm"; > > 1; > > External User gets two returned e-mails from no-reply at rt.xxx.com: > RT could not load a valid user, and RT's configuration does not allow for > the creation of a new user for your email. > User 'yyy at hotmail.com' could not be loaded in the mail gateway > > Any help and suggestions would be greatly appreciated. > > Thanks, > Nicole > > > ------------------------------ > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jan 13 13:42:00 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Jan 2011 13:42:00 -0500 Subject: [rt-users] External users unable to create tickets since ExternalAuth activated In-Reply-To: References: <4C137E3BA6DB4A4291596A118437D8E501929ED3@exchange1.telebarbados.com> Message-ID: <20110113184200.GZ731@jibsheet.com> On Thu, Jan 13, 2011 at 10:37:03AM -0800, Kenneth Crocker wrote: > I do have a question as to why all that explanation on My_Oracle and such in the ExternalAuth > notes if we should use such settings? Because you can validate against some other app's database? What gave you the idea that you needed to configure RT-Authen-ExternalAuth to talk to RT's internal Users table? Documentation implying that needs to be fixed -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jan 13 13:44:30 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Jan 2011 13:44:30 -0500 Subject: [rt-users] External users unable to create tickets since ExternalAuth activated In-Reply-To: <4C137E3BA6DB4A4291596A118437D8E501929ED3@exchange1.telebarbados.com> References: <20110111193607.GM731@jibsheet.com> <4C137E3BA6DB4A4291596A118437D8E501929ED3@exchange1.telebarbados.com> Message-ID: <20110113184430.GA731@jibsheet.com> On Thu, Jan 13, 2011 at 02:31:48PM -0400, Nic?le Layne-Balram wrote: > Any thoughts on this issue? Please see my reply to you on Tuesday -kevin > > Message: 2 > Date: Mon, 10 Jan 2011 23:04:52 -0400 > From: Nicole Layne-Balram > To: > Subject: [rt-users] External users unable to create tickets since > ExternalAuth activated > Message-ID: > <4C137E3BA6DB4A4291596A118437D8E501929A70 at exchange1.telebarbados.com> > Content-Type: text/plain; charset="iso-8859-1" > > Since implementing external auth (LDAP option), RT works as expected for users within AD, but I've just realized that external users are unable to create tickets, even with the appropriate "Everybody" permissions set via the web interface (globally as well as queue-specific). > > Error within logs: > *timestamp* RT RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: Autocreated on ticket submission, Disabled: 0, EmailAddress: yyy at hotmail.com, Name: yyy at hotmail.com, Password: , Privileged: 0, RealName: Jane Doe (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) > Jan 10 21:21:58 RT RT: Couldn't load user 'yyy at hotmail.com'.giving up (/opt/rt3/bin/../lib/RT/Interface/Email.pm:947) > > RT_SiteConfig.pm: > Set($rtname , "xxx.com"); > Set($Organization , "xxx.com"); > Set($Timezone , 'US/Eastern'); > Set($DatabaseType , 'mysql'); > Set($DatabaseHost , 'localhost'); > Set($DatabaseRTHost , 'localhost'); > Set($DatabasePort , ''); > Set($DatabaseUser , 'rt'); > Set($DatabasePassword , 'xyz'); > Set($OwnerEmail , 'root'); > Set($RTAddressRegexp , '([a-z]+)\@rt\.xxx\.com$'); > Set($ValidateUserEmailAddresses, 1); > Set($CorrespondAddress , 'no-reply at rt.xxx.com'); > Set($CommentAddress , 'no-reply-comment at rt.xxx.com'); > Set( $WebDomain, 'rt.xxx.com' ); > Set($WebPath, ""); > Set($CanonicalizeRedirectURLs, 1); > Set($LogToSyslog , 'info'); > Set($UnsafeEmailCommands,1); > Set($LogToSyslog, "debug"); > Set($AutoCreateNonExternalUsers, 1); > Set($AutoCreate, {Privileged => 1}); > Set(@Plugins,qw(RT::FM RT::Extension::QueueDeactivatedScrips RT::Extension::MobileUI RT::Authen::ExternalAuth)); > require "/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/My_RT_SiteConfig.pm"; > > 1; > > External User gets two returned e-mails from no-reply at rt.xxx.com: > RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. > User 'yyy at hotmail.com' could not be loaded in the mail gateway > > Any help and suggestions would be greatly appreciated. > > Thanks, > Nicole > > > ------------------------------ > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kfcrocker at lbl.gov Thu Jan 13 14:12:22 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 13 Jan 2011 11:12:22 -0800 Subject: [rt-users] External users unable to create tickets since ExternalAuth activated In-Reply-To: <20110113184200.GZ731@jibsheet.com> References: <4C137E3BA6DB4A4291596A118437D8E501929ED3@exchange1.telebarbados.com> <20110113184200.GZ731@jibsheet.com> Message-ID: Kevin, I guess that when I read things, I read them differently. From what I read about ExternalAuth, I assumed it did the authorizing but didn't see where it *defaulted back* to RT (checking the USERS Table) when an ExternalAuth failed. My mistake, again. I did figure that if ExternalAuth allowed a non-LDAP to be added (per setting) that the regular AutoCreate,Privileged, 0/1 setting would determine whether they were added as privileged or not, but I didn't realize that if the Auth didn't Pass LDAP, RT would look at the Users DataBase for the User. I just didn't see it that way when I read the documentation. No one's fault but my own. Sorry. Kenn LBNL On Thu, Jan 13, 2011 at 10:42 AM, Kevin Falcone wrote: > On Thu, Jan 13, 2011 at 10:37:03AM -0800, Kenneth Crocker wrote: > > I do have a question as to why all that explanation on My_Oracle and > such in the ExternalAuth > > notes if we should use such settings? > > Because you can validate against some other app's database? > > What gave you the idea that you needed to configure > RT-Authen-ExternalAuth to talk to RT's internal Users table? > Documentation implying that needs to be fixed > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From wmodes at ucsc.edu Thu Jan 13 16:41:34 2011 From: wmodes at ucsc.edu (Wes Modes) Date: Thu, 13 Jan 2011 13:41:34 -0800 Subject: [rt-users] ExternalAuth help needed In-Reply-To: <20110113001416.GT731@jibsheet.com> References: <4D2BBA79.5000804@ucsc.edu> <20110111154359.GI731@jibsheet.com> <4D2E328E.9090109@ucsc.edu> <20110112230529.GP731@jibsheet.com> <4D2E40C4.3040601@ucsc.edu> <20110113001416.GT731@jibsheet.com> Message-ID: <4D2F718E.4090205@ucsc.edu> I found that I don't need to define MySQL as an external auth source because, uh, it is not external. I am using the default mysql authentication for rt. So I removed mysql from the ExternalAuthPriority and ExternalInfoPriority arrays. This quiets some of the more perplexing "Password Encryption" errors, but still leaves me with these similar errors: For a local rt user: [Thu Jan 13 21:39:34 2011] [critical]: Search for (ou=group,dc=ucsc,dc=edu=uid=wmodes,ou=people,dc=ucsc,dc=edu) failed: LDAP_INVALID_DN_SYNTAX 34 (/usr/local/rt/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:116) and for an LDAP only user: [Thu Jan 13 21:40:27 2011] [critical]: Search for (ou=group,dc=ucsc,dc=edu=uid=rjohnson,ou=people,dc=ucsc,dc=edu) failed: LDAP_INVALID_DN_SYNTAX 34 (/usr/local/rt/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:116) [Thu Jan 13 21:40:27 2011] [error]: FAILED LOGIN for rjohnson from 128.114.163.50 (/usr/lib/rt/RT/Interface/Web.pm:424) Here are the config files: # 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( $rtname, 'example.com'); #Set(@Plugins,(qw(Extension::QuickDelete RT::FM))); Set(@Plugins,qw(RT::Extension::ExtractCustomFieldValues RT::Authen::ExternalAuth)); require "/etc/rt/RT_Authen-ExternalAuth.pm"; # Look into the zoneinfo database for valid values (/usr/share/zoneinfo/) # Set( $Timezone , 'US/Eastern'); # Set( $WebBaseURL , "http://localhost"); Set( $WebPath , "/rt"); Set($rtname , "rt.library.ucsc.edu"); Set($Organization , "rt.library.ucsc.edu"); Set($Timezone , 'US/Pacific'); Set($DatabaseUser , 'root'); Set($DatabasePassword , 'r3c at ll'); Set($DatabaseName , 'rt3'); Set($CanonicalizeEmailAddressMatch , 'rt2.library.ucsc.edu$'); #Set($CanonicalizeEmailAddressReplace , 'library.ucsc.edu'); Set($RTAddressRegexp, '\@rt2.library.ucsc.edu$'); Set($OwnerEmail, 'rootmail'); Set($WebBaseURL, "http://rt2.library.ucsc.edu"); # $LogoURL points to the URL of the RT logo displayed in the web UI Set($LogoURL , $WebImagesURL . "library.gif"); Set($LogToFile, 'error'); 1; and the external auth config: # The order in which the services defined in ExternalSettings # should be used to authenticate users. User is authenticated # if successfully confirmed by any service - no more services # are checked. Set($ExternalAuthPriority, [ 'My_LDAP', ] ); # The order in which the services defined in ExternalSettings # should be used to get information about users. This includes # RealName, Tel numbers etc, but also whether or not the user # should be considered disabled. # # Once user info is found, no more services are checked. # # You CANNOT use a SSO cookie for authentication. Set($ExternalInfoPriority, [ 'My_LDAP' ] ); # If this is set to true, then the relevant packages will # be loaded to use SSL/TLS connections. At the moment, # this just means "use Net::SSLeay;" Set($ExternalServiceUsesSSLorTLS, 0); # If this is set to 1, then users should be autocreated by RT # as internal users if they fail to authenticate from an # external service. Set($AutoCreateNonExternalUsers, 0); # These are the full settings for each external service as a HashOfHashes # Note that you may have as many external services as you wish. They will # be checked in the order specified in the Priority directives above. # e.g. # Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']); # Set($ExternalSettings, { # AN EXAMPLE DB SERVICE 'My_MySQL' => { ## GENERIC SECTION # The type of service (db/ldap/cookie) 'type' => 'db', # The server hosting the service 'server' => 'rt2.library.ucsc.edu', ## SERVICE-SPECIFIC SECTION # The database name 'database' => 'rt3', # The database table 'table' => 'Users', # The user to connect to the database as 'user' => 'root', # The password to use to connect with 'pass' => 'xxxxxxxx', # The port to use to connect with (e.g. 3306) 'port' => '3306', # The name of the Perl DBI driver to use (e.g. mysql) 'dbi_driver' => 'mysql', # The field in the table that holds usernames 'u_field' => 'Name', # The field in the table that holds passwords 'p_field' => 'Password', # The Perl package & subroutine used to encrypt passwords # e.g. if the passwords are stored using the MySQL v3.23 "PASSWORD" # function, then you will need Crypt::MySQL::password, but for the # MySQL4+ password function you will need Crypt::MySQL::password41 # Alternatively, you could use Digest::MD5::md5_hex or any other # encryption subroutine you can load in your perl installation 'p_enc_pkg' => 'Crypt::MySQL', 'p_enc_sub' => 'password', # If your p_enc_sub takes a salt as a second parameter, # uncomment this line to add your salt #'p_salt' => 'SALT', # # The field and values in the table that determines if a user should # be disabled. For example, if the field is 'user_status' and the values # are ['0','1','2','disabled'] then the user will be disabled if their # user_status is set to '0','1','2' or the string 'disabled'. # Otherwise, they will be considered enabled. 'd_field' => 'disabled', 'd_values' => ['0'], ## RT ATTRIBUTE MATCHING SECTION # The list of RT attributes that uniquely identify a user 'attr_match_list' => [ 'Gecos', 'Name' ], # The mapping of RT attributes on to field names 'attr_map' => { 'Name' => 'username', 'EmailAddress' => 'email', 'ExternalAuthId' => 'username', 'Gecos' => 'userID' } }, # AN EXAMPLE LDAP SERVICE 'My_LDAP' => { ## GENERIC SECTION # The type of service (db/ldap/cookie) 'type' => 'ldap', # The server hosting the service 'server' => 'dir1.library.ucsc.edu', ## SERVICE-SPECIFIC SECTION # If you can bind to your LDAP server anonymously you should # remove the user and pass config lines, otherwise specify them here: # # The username RT should use to connect to the LDAP server 'user' => 'cn=admin,dc=ucsc,dc=edu', # The password RT should use to connect to the LDAP server 'pass' => 'xxxxxxxx', # # The LDAP search base 'base' => 'ou=people,dc=ucsc,dc=edu', # # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES! # YOU **MUST** SPECIFY A filter AND A d_filter!! # # The filter to use to match RT-Users 'filter' => '(objectClass=person)', # A catch-all example filter: '(objectClass=*)' # # The filter that will only match disabled users 'd_filter' => '(objectClass=FooBarBaz)', # A catch-none example d_filter: '(objectClass=FooBarBaz)' # # Should we try to use TLS to encrypt connections? 'tls' => 0, # SSL Version to provide to Net::SSLeay *if* using SSL 'ssl_version' => 3, # What other args should I pass to Net::LDAP->new($host, at args)? 'net_ldap_args' => [ version => 3 ], # Does authentication depend on group membership? What group name? 'group' => 'staff', # What is the attribute for the group object that determines membership? 'group_attr' => 'ou=group,dc=ucsc,dc=edu', ## RT ATTRIBUTE MATCHING SECTION # The list of RT attributes that uniquely identify a user # This example shows what you *can* specify.. I recommend reducing this # to just the Name and EmailAddress to save encountering problems later. 'attr_match_list' => [ 'Name', 'EmailAddress', ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'ExternalAuthId' => 'uid', 'Gecos' => 'gecos', 'WorkPhone' => 'telephoneNumber', } }, # An example SSO cookie service 'My_SSO_Cookie' => { # # The type of service (db/ldap/cookie) 'type' => 'cookie', # The name of the cookie to be used 'name' => 'loginCookieValue', # The users table 'u_table' => 'users', # The username field in the users table 'u_field' => 'username', # The field in the users table that uniquely identifies a user # and also exists in the cookies table 'u_match_key' => 'userID', # The cookies table 'c_table' => 'login_cookie', # The field that stores cookie values 'c_field' => 'loginCookieValue', # The field in the cookies table that uniquely identifies a user # and also exists in the users table 'c_match_key' => 'loginCookieUserID', # The DB service in this configuration to use to lookup the cookie information 'db_service_name' => 'My_MySQL' } } ); 1; Any help would be appreciated. Thanks. Wes On 1/12/2011 4:14 PM, Kevin Falcone wrote: > On Wed, Jan 12, 2011 at 04:01:08PM -0800, Wes Modes wrote: >> [Wed Jan 12 23:31:22 2011] [error]: AUTH FAILED, Couldn't Load Password Encryption Package. >> Error: Can't locate Crypt/MySQL.pm in @INC (@INC contains: /usr/local/rt/lib > What are you doing to load that? > > You should send along the other parts of your RT_SiteConfig.pm, it > appears you've got something 'interesting' running. Did you tell > RT-Authen-ExternalAuth to look at LDAP and a mysql database? > > -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From LTollefsen at innovationplace.com Thu Jan 13 17:13:27 2011 From: LTollefsen at innovationplace.com (Tollefsen, Lyle) Date: Thu, 13 Jan 2011 16:13:27 -0600 Subject: [rt-users] SelectRequestor and RT 3.8.8... Message-ID: Hello, Is the SelectRequestor found here http://requesttracker.wikia.com/wiki/SelectRequestor supposed to work with 3.8.8? The first line in the diff does not exist in the Create.html in this version. Or am I reading this whole process incorrectly? Thanks. Lyle. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jan 13 18:30:18 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Jan 2011 18:30:18 -0500 Subject: [rt-users] SelectRequestor and RT 3.8.8... In-Reply-To: References: Message-ID: <20110113233018.GB731@jibsheet.com> On Thu, Jan 13, 2011 at 04:13:27PM -0600, Tollefsen, Lyle wrote: > Is the SelectRequestor found here [1]http://requesttracker.wikia.com/wiki/SelectRequestor > supposed to work with 3.8.8? The first line in the diff does not exist in the Create.html in > this version. Or am I reading this whole process incorrectly? The wiki article references, 3.4.3, so probably now. You may want RTx-EmailCompletion, depending on what you're trying to do. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jan 13 18:35:37 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Jan 2011 18:35:37 -0500 Subject: [rt-users] ExternalAuth help needed In-Reply-To: <4D2F718E.4090205@ucsc.edu> References: <4D2BBA79.5000804@ucsc.edu> <20110111154359.GI731@jibsheet.com> <4D2E328E.9090109@ucsc.edu> <20110112230529.GP731@jibsheet.com> <4D2E40C4.3040601@ucsc.edu> <20110113001416.GT731@jibsheet.com> <4D2F718E.4090205@ucsc.edu> Message-ID: <20110113233537.GC731@jibsheet.com> On Thu, Jan 13, 2011 at 01:41:34PM -0800, Wes Modes wrote: Your previous errors were actually in GetBoundLDAPObj so this is different. > [Thu Jan 13 21:39:34 2011] [critical]: Search for > (ou=group,dc=ucsc,dc=edu=uid=wmodes,ou=people,dc=ucsc,dc=edu) failed: LDAP_INVALID_DN_SYNTAX > 34 (/usr/local/rt/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:116) As noted earlier, this seems to be because your config is interesting and isn't specifying an attribute for the group_attr. RT-Authen-ExternalAuth's group membership expects to work based on a search for group_attr = DN of user with a base of the group's DN being a valid query. You should see a debug output of something like: $RT::Logger->debug( "LDAP Search === ", "Base:", $base, "== Filter:", $filter->as_string, "== Attrs:", join(',', at attrs)); > 'group' => 'staff', > # What is the attribute for the group object that determines membership? > 'group_attr' => 'ou=group,dc=ucsc,dc=edu', -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Joachim.Thuau at heavy-iron.com Thu Jan 13 19:02:57 2011 From: Joachim.Thuau at heavy-iron.com (Joachim Thuau) Date: Thu, 13 Jan 2011 16:02:57 -0800 Subject: [rt-users] ExternalAuth help needed In-Reply-To: <4D2F718E.4090205@ucsc.edu> References: <4D2BBA79.5000804@ucsc.edu> <20110111154359.GI731@jibsheet.com> <4D2E328E.9090109@ucsc.edu> <20110112230529.GP731@jibsheet.com> <4D2E40C4.3040601@ucsc.edu> <20110113001416.GT731@jibsheet.com> <4D2F718E.4090205@ucsc.edu> Message-ID: <13C4965D7DFF344FB25F50701B6D3A7C96A09F1A90@hismx01> Wes, Your user DN for the admin user is odd. I would expect it included some sort of "ou" component, something more along the lines of: 'user' => 'cn=admin,ou=people,dc=ucsc,dc=edu', A couple more questions for you: * What kind of LDAP server are you running? * Do you have any sort of LDAP browser software on your machine? (ldapsearch is fine, but sometimes a little hard to get going). That should solve your LDAP DN syntax issue. Thanks, Jok From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Wes Modes Sent: Thursday, January 13, 2011 1:42 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] ExternalAuth help needed I found that I don't need to define MySQL as an external auth source because, uh, it is not external. I am using the default mysql authentication for rt. So I removed mysql from the ExternalAuthPriority and ExternalInfoPriority arrays. This quiets some of the more perplexing "Password Encryption" errors, but still leaves me with these similar errors: For a local rt user: [Thu Jan 13 21:39:34 2011] [critical]: Search for (ou=group,dc=ucsc,dc=edu=uid=wmodes,ou=people,dc=ucsc,dc=edu) failed: LDAP_INVALID_DN_SYNTAX 34 (/usr/local/rt/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:116) and for an LDAP only user: [Thu Jan 13 21:40:27 2011] [critical]: Search for (ou=group,dc=ucsc,dc=edu=uid=rjohnson,ou=people,dc=ucsc,dc=edu) failed: LDAP_INVALID_DN_SYNTAX 34 (/usr/local/rt/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:116) [Thu Jan 13 21:40:27 2011] [error]: FAILED LOGIN for rjohnson from 128.114.163.50 (/usr/lib/rt/RT/Interface/Web.pm:424) Here are the config files: # 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( $rtname, 'example.com'); #Set(@Plugins,(qw(Extension::QuickDelete RT::FM))); Set(@Plugins,qw(RT::Extension::ExtractCustomFieldValues RT::Authen::ExternalAuth)); require "/etc/rt/RT_Authen-ExternalAuth.pm"; # Look into the zoneinfo database for valid values (/usr/share/zoneinfo/) # Set( $Timezone , 'US/Eastern'); # Set( $WebBaseURL , "http://localhost"); Set( $WebPath , "/rt"); Set($rtname , "rt.library.ucsc.edu"); Set($Organization , "rt.library.ucsc.edu"); Set($Timezone , 'US/Pacific'); Set($DatabaseUser , 'root'); Set($DatabasePassword , 'r3c at ll'); Set($DatabaseName , 'rt3'); Set($CanonicalizeEmailAddressMatch , 'rt2.library.ucsc.edu$'); #Set($CanonicalizeEmailAddressReplace , 'library.ucsc.edu'); Set($RTAddressRegexp, '\@rt2.library.ucsc.edu$'); Set($OwnerEmail, 'rootmail'); Set($WebBaseURL, "http://rt2.library.ucsc.edu"); # $LogoURL points to the URL of the RT logo displayed in the web UI Set($LogoURL , $WebImagesURL . "library.gif"); Set($LogToFile, 'error'); 1; and the external auth config: # The order in which the services defined in ExternalSettings # should be used to authenticate users. User is authenticated # if successfully confirmed by any service - no more services # are checked. Set($ExternalAuthPriority, [ 'My_LDAP', ] ); # The order in which the services defined in ExternalSettings # should be used to get information about users. This includes # RealName, Tel numbers etc, but also whether or not the user # should be considered disabled. # # Once user info is found, no more services are checked. # # You CANNOT use a SSO cookie for authentication. Set($ExternalInfoPriority, [ 'My_LDAP' ] ); # If this is set to true, then the relevant packages will # be loaded to use SSL/TLS connections. At the moment, # this just means "use Net::SSLeay;" Set($ExternalServiceUsesSSLorTLS, 0); # If this is set to 1, then users should be autocreated by RT # as internal users if they fail to authenticate from an # external service. Set($AutoCreateNonExternalUsers, 0); # These are the full settings for each external service as a HashOfHashes # Note that you may have as many external services as you wish. They will # be checked in the order specified in the Priority directives above. # e.g. # Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']); # Set($ExternalSettings, { # AN EXAMPLE DB SERVICE 'My_MySQL' => { ## GENERIC SECTION # The type of service (db/ldap/cookie) 'type' => 'db', # The server hosting the service 'server' => 'rt2.library.ucsc.edu', ## SERVICE-SPECIFIC SECTION # The database name 'database' => 'rt3', # The database table 'table' => 'Users', # The user to connect to the database as 'user' => 'root', # The password to use to connect with 'pass' => 'xxxxxxxx', # The port to use to connect with (e.g. 3306) 'port' => '3306', # The name of the Perl DBI driver to use (e.g. mysql) 'dbi_driver' => 'mysql', # The field in the table that holds usernames 'u_field' => 'Name', # The field in the table that holds passwords 'p_field' => 'Password', # The Perl package & subroutine used to encrypt passwords # e.g. if the passwords are stored using the MySQL v3.23 "PASSWORD" # function, then you will need Crypt::MySQL::password, but for the # MySQL4+ password function you will need Crypt::MySQL::password41 # Alternatively, you could use Digest::MD5::md5_hex or any other # encryption subroutine you can load in your perl installation 'p_enc_pkg' => 'Crypt::MySQL', 'p_enc_sub' => 'password', # If your p_enc_sub takes a salt as a second parameter, # uncomment this line to add your salt #'p_salt' => 'SALT', # # The field and values in the table that determines if a user should # be disabled. For example, if the field is 'user_status' and the values # are ['0','1','2','disabled'] then the user will be disabled if their # user_status is set to '0','1','2' or the string 'disabled'. # Otherwise, they will be considered enabled. 'd_field' => 'disabled', 'd_values' => ['0'], ## RT ATTRIBUTE MATCHING SECTION # The list of RT attributes that uniquely identify a user 'attr_match_list' => [ 'Gecos', 'Name' ], # The mapping of RT attributes on to field names 'attr_map' => { 'Name' => 'username', 'EmailAddress' => 'email', 'ExternalAuthId' => 'username', 'Gecos' => 'userID' } }, # AN EXAMPLE LDAP SERVICE 'My_LDAP' => { ## GENERIC SECTION # The type of service (db/ldap/cookie) 'type' => 'ldap', # The server hosting the service 'server' => 'dir1.library.ucsc.edu', ## SERVICE-SPECIFIC SECTION # If you can bind to your LDAP server anonymously you should # remove the user and pass config lines, otherwise specify them here: # # The username RT should use to connect to the LDAP server 'user' => 'cn=admin,dc=ucsc,dc=edu', # The password RT should use to connect to the LDAP server 'pass' => 'xxxxxxxx', # # The LDAP search base 'base' => 'ou=people,dc=ucsc,dc=edu', # # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES! # YOU **MUST** SPECIFY A filter AND A d_filter!! # # The filter to use to match RT-Users 'filter' => '(objectClass=person)', # A catch-all example filter: '(objectClass=*)' # # The filter that will only match disabled users 'd_filter' => '(objectClass=FooBarBaz)', # A catch-none example d_filter: '(objectClass=FooBarBaz)' # # Should we try to use TLS to encrypt connections? 'tls' => 0, # SSL Version to provide to Net::SSLeay *if* using SSL 'ssl_version' => 3, # What other args should I pass to Net::LDAP->new($host, at args)? 'net_ldap_args' => [ version => 3 ], # Does authentication depend on group membership? What group name? 'group' => 'staff', # What is the attribute for the group object that determines membership? 'group_attr' => 'ou=group,dc=ucsc,dc=edu', ## RT ATTRIBUTE MATCHING SECTION # The list of RT attributes that uniquely identify a user # This example shows what you *can* specify.. I recommend reducing this # to just the Name and EmailAddress to save encountering problems later. 'attr_match_list' => [ 'Name', 'EmailAddress', ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'ExternalAuthId' => 'uid', 'Gecos' => 'gecos', 'WorkPhone' => 'telephoneNumber', } }, # An example SSO cookie service 'My_SSO_Cookie' => { # # The type of service (db/ldap/cookie) 'type' => 'cookie', # The name of the cookie to be used 'name' => 'loginCookieValue', # The users table 'u_table' => 'users', # The username field in the users table 'u_field' => 'username', # The field in the users table that uniquely identifies a user # and also exists in the cookies table 'u_match_key' => 'userID', # The cookies table 'c_table' => 'login_cookie', # The field that stores cookie values 'c_field' => 'loginCookieValue', # The field in the cookies table that uniquely identifies a user # and also exists in the users table 'c_match_key' => 'loginCookieUserID', # The DB service in this configuration to use to lookup the cookie information 'db_service_name' => 'My_MySQL' } } ); 1; Any help would be appreciated. Thanks. Wes On 1/12/2011 4:14 PM, Kevin Falcone wrote: On Wed, Jan 12, 2011 at 04:01:08PM -0800, Wes Modes wrote: [Wed Jan 12 23:31:22 2011] [error]: AUTH FAILED, Couldn't Load Password Encryption Package. Error: Can't locate Crypt/MySQL.pm in @INC (@INC contains: /usr/local/rt/lib What are you doing to load that? You should send along the other parts of your RT_SiteConfig.pm, it appears you've got something 'interesting' running. Did you tell RT-Authen-ExternalAuth to look at LDAP and a mysql database? -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From rsullivan at peerlessnetwork.com Thu Jan 13 19:17:41 2011 From: rsullivan at peerlessnetwork.com (Sullivan, Rob) Date: Thu, 13 Jan 2011 19:17:41 -0500 Subject: [rt-users] issues with Taint mode? Message-ID: <0F6368FDCEAC4F4899E0067FA95E3FA90B78CD22@mse5be2.mse5.exchange.ms> Greetings. I'm setting up a new RT 3.8.8 instance in a Solaris 10 zone with apache2.2/modperl2.03/Perl5.8.8 (all packages from blastwave). All deps are met and it builds fine. Web server user /group is nobody/nobody, perl -c RT_SiteConfig.pm checks out fine. Apache fails when starting when I add the PerlRequire /opt/rt3/bin/webmux.pl line in the V-host entry with the following error: [Thu Jan 13 17:44:25 2011] [error] Couldn't load RT config file RT_SiteConfig.pm:\n\nInsecure dependency in require while running with -T switch at /opt/rt3/bin/../lib/RT/Config.pm line 562.\nCompilation failed in require at (eval 7) line 1.\n [Thu Jan 13 17:44:25 2011] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server rt01.chi1.prlss.net:0, exiting... So it appears that something (setuid?) is trigging taint mode with perl, which causes the app to fail. I should add that I've got RT3.6.6 working with the same build of perl in a different zone, though that RT install also came from blastwave. Same apache/perl/modperl version and config. Is there anything I can do in the config to suppress taint mode, or is there something obvious I'm missing? Here's the httpd-vhost.conf entry NameVirtualHost *:80 # ServerName rt01.chi1.prlss.net ServerAlias tt.prlss.net ServerAdmin rsullivan at peerlessnetwork.com DocumentRoot /opt/rt3/share/html/ # ErrorLog "/var/opt/csw/apache2/log/RT-error_log" # CustomLog "/var/opt/csw/apache2/log/RT-access_log" common # PerlModule Apache::DBI AddDefaultCharset UTF-8 PerlRequire /opt/rt3/bin/webmux.pl Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler RT::Mason Thanks, Rob -------------- next part -------------- An HTML attachment was scrubbed... URL: From gaston.huot at videotron.ca Thu Jan 13 23:25:49 2011 From: gaston.huot at videotron.ca (Gaston Huot) Date: Thu, 13 Jan 2011 20:25:49 -0800 (PST) Subject: [rt-users] Copying rights from one queue to another ? Message-ID: <30668873.post@talk.nabble.com> Is there a way to easily copy (duplicate) all rights from one queue to another ? Thanks, Gast -- View this message in context: http://old.nabble.com/Copying-rights-from-one-queue-to-another---tp30668873p30668873.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From chris.herrmann at faredge.com.au Thu Jan 13 23:49:23 2011 From: chris.herrmann at faredge.com.au (Chris Herrmann) Date: Fri, 14 Jan 2011 15:49:23 +1100 Subject: [rt-users] cannot display requestor or requestors attributes in rt CLI when specifying fields Message-ID: Hi all, First post so apologies in advance if I miss something. Long time user, but have only just started playing with the CLI. What I'm trying to do is setup a bash script that uses the CLI to export data from RT on a regular basis. Environment details: - RT 3.8.7 - Ubuntu x64 2.6.32-26-server - Apache/2.2.14 - Perl v5.10.1 (*) built for x86_64-linux-gnu-thread-multi - Modules / Plugins: o RTFM o RTx::EmailCompletion o RT::Extension::MergeUsers - MySQL 5.1.41-3 Sorry not sure what versions of these modules & plugins. Originally I had another problem which is that I couldn't get a bash script to execute an RT cli, pass in variables, and email the results as an attachment to a specified address but that's now sorted... except that if I cannot get the email address associated with a ticket requestor. To illustrate: rt> show ticket/71900 Date: Wed Jan 12 08:21:05 2011 From: chrisdotherrrmannatfaredgedotcomdotau X-Queue: helpdesk Subject: [rt #ticket/71900] New Service Call - Default Wallpaper too large rt> but if I try and get the requestor email (which is me): rt> list "id = 71900" -f id,requestor,requestors,subject id Subject Requestors 71900 New Service Call - Default Wallpaper too large ARRAY(0x7fbf6db32a58) rt> list "id = 71900" -f id,requestor,subject id Subject 71900 New Service Call - Default Wallpaper too large rt> list "id = 71900" -f id,requestors,subject id Subject Requestors 71900 New Service Call - Default Wallpaper too large ARRAY(0x7fbf6dd46788) So... the "requestors" field returns "ARRAY(0x......)" whereas the "requestor" field is just ignored. The term "Requestor" is used if you run: rt list "id = 71900" but the results are obscured because they're too long to fit on the screen properly. If I use "from" instead (because this is what the "show ticket/71900" calls it... I get the same result as if I'd used "requestor". In fact if I use any random non-reserved word in there it's ignored, which leads me to suspect that "requestor" is not actually what I'm looking for. I originally used "requestors" because this is what the export spreadsheet function from the GUI calls the field - and indeed if you export a spreadsheet from a list of tickets in the GUI it correctly exports the email address of the requestor (but ignores the settings relating to which fields to export - it exports every field in it's own order that does not match the order of the column headings, but that's a separate issue...). I've also tried things like "requestors.email" but this returns: rt> list "id = 71900" -f id,requestors.email,subject rt: list: No valid field list in '-f id,requestors.email,subject'. rt: For help, run 'rt help list'. rt: For help, run 'rt help ticket'. rt> If I try to use the CC or AdminCC fields from the cli they experience the same issue. Does anyone have any ideas on things I could try? Alternatively, is there some nifty way that RT can be configured to produce a friendly CSV style file and email it on a regular schedule including custom field data? If anyone's interested what I've got so far is attached below. I started looking at doing this direct from a database but my head started hurting - for example there's no simple way of returning the current requestor - you have to traverse all relevant transactions and work it out that way (and if there is > 1 requestor make a decision about which one to choose). So if you have a db script that will do this then I'll gratefully look & test it but I probably won't venture down the path of writing it myself just now... Regards, Chris Herrmann Far Edge Technology p. 02 84251400 m. 0403 393309 http://www.faredge.com.au?? startmonth=`date +%m`; export startmonth startyear=`date +%Y`; export startyear endyear=$startyear; export endyear friendlymonth=`date +%b` reportperiod=$friendlymonth" "$startyear if [ $startmonth = 12 ];then endyear=$(($startyear+1)) endmonth=1 else endyear=$startyear endmonth=$(($startmonth+1)) fi export endyear startdate=1/$startmonth/$startyear ; export startdate enddate=1/$endmonth/$endyear ; export enddate touch blankreport #doing this because Mutt expects data to be in the message RTUSER=reportinguser; export RTUSER RTSERVER=http://myrtserver/; export RTSERVER RTPASSWD=reportinguserpass; export RTPASSWD rt list "queue = 'myrtqueue' and created > '$startdate' and created < '$enddate' and (status !='rejected' AND status != 'deleted')" -f id,subject,requestor,created,CF-firstname,CF-surname,CF-phone,CF-addressline1,CF-addressline2,CF-state,CF-postcode,CF-typeofdevice,CF-dateofpurchase,CF-ReceiptNo,CF-tickettype > /tmp/$startyear$startmonth"CallReport.txt" mutt -s "Monthly Queue Results" -a /tmp/$startyear$startmonth"MontlyCallReport.txt" -- chrisdotherrrmannatfaredgedotcomdotau < blankreport rm -f blankreport rm -f /tmp/$startyear$startmonth"MonthlyCallReport.txt" From jeffrey_lee at harvard.edu Fri Jan 14 09:44:19 2011 From: jeffrey_lee at harvard.edu (Lee, Jeffrey) Date: Fri, 14 Jan 2011 09:44:19 -0500 Subject: [rt-users] Calendar feature not working in RT 3.8.8 In-Reply-To: <20110112230942.GQ731@jibsheet.com> References: <1792577DCB731446AA4D874F1342736E2E266864@FASXCH02.fasmail.priv> <20110112230942.GQ731@jibsheet.com> Message-ID: <1792577DCB731446AA4D874F1342736E2E266C8F@FASXCH02.fasmail.priv> Thanks! A Reinstall of the modules fixed the problem. -Jeff -----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, January 12, 2011 6:10 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Calendar feature not working in RT 3.8.8 On Wed, Jan 12, 2011 at 02:57:19PM -0500, Lee, Jeffrey wrote: > Would anyone be able to help me out with this error? Whenever I try to set a due date with the > calendar feature I get the following error: > > > > Can't locate object method "new" via package "DateTime" at > /usr/lib/perl5/site_perl/5.8.8/Calendar/Simple.pm line 85. Looks like Calendar::Simple believes that you have DateTime installed, but can't find it. Check if you have it installed using cpan or your distribution's packages. -kevin From jeffrey_lee at harvard.edu Fri Jan 14 09:45:30 2011 From: jeffrey_lee at harvard.edu (Lee, Jeffrey) Date: Fri, 14 Jan 2011 09:45:30 -0500 Subject: [rt-users] Screenshot of what the RTx Calendar plugin looks like? Message-ID: <1792577DCB731446AA4D874F1342736E2E266C92@FASXCH02.fasmail.priv> Hello everyone, Does anyone have a screenshot of the RTx Calendar plugin portal? I would like to deploy it but I need to clear it with the users first and they want a visual. Thanks, Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From hughesl at science.oregonstate.edu Fri Jan 14 11:39:44 2011 From: hughesl at science.oregonstate.edu (Lee Hughes) Date: Fri, 14 Jan 2011 08:39:44 -0800 Subject: [rt-users] Screenshot of what the RTx Calendar plugin looks like? In-Reply-To: References: Message-ID: <20110114083944.728039kgr53aqdds@webmail.oregonstate.edu> Attached. Lee > Hello everyone, > > Does anyone have a screenshot of the RTx Calendar plugin portal? I > would like to deploy it but I need to clear it with the users first > and they want a visual. > > Thanks, > > Jeff -------------- next part -------------- A non-text attachment was scrubbed... Name: RT_Calendar.png Type: image/png Size: 93682 bytes Desc: not available URL: From foramgoram at yahoo.com Fri Jan 14 16:15:10 2011 From: foramgoram at yahoo.com (foram goram) Date: Fri, 14 Jan 2011 13:15:10 -0800 (PST) Subject: [rt-users] unpriviledge users can't see Attached More Files Message-ID: <262142.86645.qm@web62007.mail.re1.yahoo.com> Hi, I am using RT version 3.6.10 and when creating tickets or replying, unprivileged user cannot attache more than one file. There is no Attach More File as is the case with privileged users. Is there a way to make that button available to unprivileged users as well? -------------- next part -------------- An HTML attachment was scrubbed... URL: From bmccormack at nextjump.com Sat Jan 15 16:13:50 2011 From: bmccormack at nextjump.com (Bernard McCormack) Date: Sat, 15 Jan 2011 16:13:50 -0500 Subject: [rt-users] Overideing queue email address. Message-ID: <2437DA37D3AF87429F50B1FBE01C973C043BD43F@MASERVER1.nextjump.com> I am trying to find out if it is currently possible without rewriting the backend to change the from address to something else. IE: automated emails would be from autoreply and standard emails would be from rt. I tried adding the following to the template: From: rt-autoreply at nextjump.com Reply-to: rt-autoreply at nextjump.com But neither option worked -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Sat Jan 15 17:56:47 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 16 Jan 2011 01:56:47 +0300 Subject: [rt-users] Overideing queue email address. In-Reply-To: <2437DA37D3AF87429F50B1FBE01C973C043BD43F@MASERVER1.nextjump.com> References: <2437DA37D3AF87429F50B1FBE01C973C043BD43F@MASERVER1.nextjump.com> Message-ID: Hi, Actually it should work. May be you changed wrong template? On Sun, Jan 16, 2011 at 12:13 AM, Bernard McCormack wrote: > I am trying to find out if it is currently possible without rewriting the > backend to change the from address to something else. IE: automated emails > would be from autoreply and standard emails would be from rt. > > I tried adding the following to the template: > > From: rt-autoreply at nextjump.com > > Reply-to: rt-autoreply at nextjump.com > > > > But neither option worked > > -- Best regards, Ruslan. From bmccormack at nextjump.com Sat Jan 15 18:50:52 2011 From: bmccormack at nextjump.com (Bernard McCormack) Date: Sat, 15 Jan 2011 18:50:52 -0500 Subject: [rt-users] Overideing queue email address. In-Reply-To: References: <2437DA37D3AF87429F50B1FBE01C973C043BD43F@MASERVER1.nextjump.com> Message-ID: <2437DA37D3AF87429F50B1FBE01C973C043BD44B@MASERVER1.nextjump.com> Oops. Thanks! It worked on the correct template. -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Saturday, January 15, 2011 5:57 PM To: Bernard McCormack Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Overideing queue email address. Hi, Actually it should work. May be you changed wrong template? On Sun, Jan 16, 2011 at 12:13 AM, Bernard McCormack wrote: > I am trying to find out if it is currently possible without rewriting the > backend to change the from address to something else. IE: automated emails > would be from autoreply and standard emails would be from rt. > > I tried adding the following to the template: > > From: rt-autoreply at nextjump.com > > Reply-to: rt-autoreply at nextjump.com > > > > But neither option worked > > -- Best regards, Ruslan. From gaston.huot at videotron.ca Sun Jan 16 07:54:17 2011 From: gaston.huot at videotron.ca (Gaston Huot) Date: Sun, 16 Jan 2011 04:54:17 -0800 (PST) Subject: [rt-users] Copying rights from one queue to another ? In-Reply-To: <30668873.post@talk.nabble.com> References: <30668873.post@talk.nabble.com> Message-ID: <30676148.post@talk.nabble.com> I noticed that there is an extension by the name of: QueueWizard Would it make the job of duplicating the queue rights ? Any others suggestions ? Gaston Gaston Huot wrote: > > Is there a way to easily copy (duplicate) all rights from one queue to > another ? > > Thanks, > > Gast. > -- View this message in context: http://old.nabble.com/Copying-rights-from-one-queue-to-another---tp30668873p30676148.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From gaston.huot at videotron.ca Sun Jan 16 10:07:11 2011 From: gaston.huot at videotron.ca (Gaston Huot) Date: Sun, 16 Jan 2011 07:07:11 -0800 (PST) Subject: [rt-users] Creating sub-tickets easily ? Message-ID: <30676155.post@talk.nabble.com> I have found many threads or wiki pages talking about the need to easily create sub-tickets: http://old.nabble.com/Ticket-split-to1481195.html#a1493571 http://old.nabble.com/create-a-new-ticket-with-a-forward--to21841844.html#a21841844 extension version of Dirk Pape's "fork ticket" patch http://old.nabble.com/create-child-ticket-to8487620.html#a8487620 http://requesttracker.wikia.com/wiki/CreateChildTicket http://wiki.bestpractical.com/index.cgi?CreateChildTicket Is there anything new with regards to that matter ? Gast -- View this message in context: http://old.nabble.com/Creating-sub-tickets-easily---tp30676155p30676155.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jesse at bestpractical.com Sun Jan 16 10:20:45 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 16 Jan 2011 10:20:45 -0500 Subject: [rt-users] Creating sub-tickets easily ? In-Reply-To: <30676155.post@talk.nabble.com> References: <30676155.post@talk.nabble.com> Message-ID: <20110116152044.GP6110@bestpractical.com> On Sun, Jan 16, 2011 at 07:07:11AM -0800, Gaston Huot wrote: > > I have found many threads or wiki pages talking about the need to easily > create sub-tickets: If you're running a recent 3.8, clicking "Create" next to "Children" on a ticket's display page is pretty easy. > > http://old.nabble.com/Ticket-split-to1481195.html#a1493571 > http://old.nabble.com/create-a-new-ticket-with-a-forward--to21841844.html#a21841844 > extension version of Dirk Pape's "fork ticket" patch > http://old.nabble.com/create-child-ticket-to8487620.html#a8487620 > http://requesttracker.wikia.com/wiki/CreateChildTicket > http://wiki.bestpractical.com/index.cgi?CreateChildTicket > > Is there anything new with regards to that matter ? > > Gast > > > -- > View this message in context: http://old.nabble.com/Creating-sub-tickets-easily---tp30676155p30676155.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- From lanang.sejagat at gmail.com Mon Jan 17 00:57:59 2011 From: lanang.sejagat at gmail.com (Lanang Sejagat) Date: Mon, 17 Jan 2011 13:57:59 +0800 Subject: [rt-users] Data from external database into custome field In-Reply-To: <20110113143336.GV731@jibsheet.com> References: <20110113143336.GV731@jibsheet.com> Message-ID: Yes, found it from the tarball..., will look at it first... Thank Rgds Din On Thu, Jan 13, 2011 at 10:33 PM, Kevin Falcone wrote: > On Thu, Jan 13, 2011 at 04:30:41PM +0800, Lanang Sejagat wrote: > > Is there any example for populating custom field data from external > database ? > > Have you read through docs/creating_external_custom_fields.pod ? > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jelmerfj at adobe.com Mon Jan 17 05:51:47 2011 From: jelmerfj at adobe.com (Johan Elmerfjord) Date: Mon, 17 Jan 2011 11:51:47 +0100 Subject: [rt-users] Modifying History-information? Message-ID: <1295261507.7529.22.camel@lapsparc> We are about to open up RT for everyone in the company, and are doing this by setting the Privileges: SeeQueue and ShowTicket to the group Everybody. Then we run with External Ldap authentication - so all company users can use the /SelfService/ - interface. We have a little problem though. We have a number of tickets that contains sensitive information. Like Usernames and passwords. Sometimes such info is added by the ticket-requester that doesn't see the harm in doing so. Is there a way for the ticket-owner - or a super-user to go in and delete such info from the history? Either through RT directly - or if there are any other tools available? I'm not found of doing updates in database directly - and before I write a tool to do it - I'll better ask here. Regards, Johan -- Johan Elmerfjord | Sr. Systems Administration/Mgr, EMEA | Adobe Systems (OBU) | p. +45 36 98 89 50 x6008 | cell. +46 735 101 444 | JohanE at adobe.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From natxo.asenjo at gmail.com Mon Jan 17 07:17:02 2011 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Mon, 17 Jan 2011 13:17:02 +0100 Subject: [rt-users] Help on discouraging migration to Remedy In-Reply-To: References: Message-ID: On Wed, Jan 12, 2011 at 10:51 PM, Dennis wrote: > On Wed, Jan 12, 2011 at 3:49 AM, Guadagnino Cristiano > wrote: >> Hi all, > > Hi, > > What are the reasons they want to move to Remedy, are there certain > requirements or integrations with other software that would be too > difficult to implement otherwise with RT? probably because of the asset management capabilities? I've seen this happen with another solution, topdesk (quite popular in NL). No, asset tracker does not cut it here. As much as I like RT, without a good asset tracking integration it will lose lots of market in the smb segment. -- natxo From lev at vpac.org Mon Jan 17 19:31:27 2011 From: lev at vpac.org (Lev Lafayette) Date: Tue, 18 Jan 2011 11:31:27 +1100 (EST) Subject: [rt-users] Help on discouraging migration to Remedy In-Reply-To: Message-ID: <1603427967.24941.1295310687158.JavaMail.root@mail.vpac.org> ----- Original Message ----- > On Wed, Jan 12, 2011 at 10:51 PM, Dennis wrote: > > On Wed, Jan 12, 2011 at 3:49 AM, Guadagnino Cristiano > > wrote: > > probably because of the asset management capabilities? I've seen this > happen with another solution, topdesk (quite popular in NL). > > No, asset tracker does not cut it here. > > As much as I like RT, without a good asset tracking integration it > will lose lots of market in the smb segment. A simple start in this regard is adding custom fields, or even a queue. At least all the tickets relating to a particular asset can be tracked that way. -- Lev Lafayette, Systems Administrator, Victorian Partnership for Advanced Computing, lev at vpac.org "If you are sending a reply to a message or a posting be sure you summarize the original at the top of the message, or include just enough text of the original to give a context. This will make sure readers understand when they start to read your response." RFC 1855 110 Victoria Street phone: 03 9925 4909 Carlton South, Victoria 3053, Australia mobile: 0432 255 208 From nlayne at telebarbados.com Mon Jan 17 21:11:46 2011 From: nlayne at telebarbados.com (=?iso-8859-1?Q?Nic=F4le_Layne-Balram?=) Date: Mon, 17 Jan 2011 22:11:46 -0400 Subject: [rt-users] External users unable to create tickets since ExternalAuth activated In-Reply-To: Message-ID: <4C137E3BA6DB4A4291596A118437D8E51477DE@exchange1.telebarbados.com> Hi Kevin, I was not seeing your replies through the user's e-mail digest. It's only when I logged into the gossamer-threads that I saw them. So, sorry if you thought I was ignoring or not accepting your answer. I was specifically looking at the RT_SiteConfig file and did not go through the ExternalAuth config line for line. This line did the trick: Set($AutoCreateNonExternalUsers, 1); Thanks again for responding. From lists at kimp.org Tue Jan 18 00:27:15 2011 From: lists at kimp.org (Kim Pedersen) Date: Tue, 18 Jan 2011 01:27:15 -0400 Subject: [rt-users] webmux.pl - Insecure dependency in chdir while running with -T switch Message-ID: <4D3524B3.7000806@kimp.org> Hi everyone,. I am installing a cloned copy of our live 3.8.8 RT installation (To test a restoration/reinstallation and later to play with the 3.9.4 release). The new server is running Apache 2.2.15 with mod_perl 2.0.4 on Mandriva 2010.1 x64, with Postgresql 9.0 - which is the same as the live server. And the RT version is installed from RPM (built from a modified Mandriva .spec file, updated to work with 3.8.8) After installing RT I can't start Apache any longer and I am stuck with the following problem in my apache log: [error] Insecure dependency in chdir while running with -T switch at /usr/lib/perl5/5.10.1/File/Path.pm line 250.\nCompilation failed in require at (eval 2) line 1.\n [error] Can't load Perl file: /usr/sbin/webmux.pl for server www.testserver.com:0, exiting... If I run webmux.pl manually as root, there are no Perl errors. A "make testdeps" from the RT sources show all dependencies being okay as well. The RT config files are the same as on the live server - File::Path is called at the end of webmux.pl, but I am just lost for what to look for / how to troubleshoot this. Any hints / pointers? Regards Kim P From keith.d.schincke at nasa.gov Tue Jan 18 01:32:31 2011 From: keith.d.schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[DB Consulting Group, Inc.]) Date: Tue, 18 Jan 2011 00:32:31 -0600 Subject: [rt-users] webmux.pl - Insecure dependency in chdir while running with -T switch Message-ID: <4137829F-F6FB-4374-8EAD-0C766AE7BD83@nasa.gov> What are the directory permissions to the perl mode? One of the directories or the Path.pm file may not allow the web process to access the file. Keith Sent from my Verizon Wireless Phone ----- Reply message ----- From: "Kim Pedersen" Date: Mon, Jan 17, 2011 11:28 pm Subject: [rt-users] webmux.pl - Insecure dependency in chdir while running with -T switch To: "rt-users at lists.bestpractical.com" Hi everyone,. I am installing a cloned copy of our live 3.8.8 RT installation (To test a restoration/reinstallation and later to play with the 3.9.4 release). The new server is running Apache 2.2.15 with mod_perl 2.0.4 on Mandriva 2010.1 x64, with Postgresql 9.0 - which is the same as the live server. And the RT version is installed from RPM (built from a modified Mandriva .spec file, updated to work with 3.8.8) After installing RT I can't start Apache any longer and I am stuck with the following problem in my apache log: [error] Insecure dependency in chdir while running with -T switch at /usr/lib/perl5/5.10.1/File/Path.pm line 250.\nCompilation failed in require at (eval 2) line 1.\n [error] Can't load Perl file: /usr/sbin/webmux.pl for server www.testserver.com:0, exiting... If I run webmux.pl manually as root, there are no Perl errors. A "make testdeps" from the RT sources show all dependencies being okay as well. The RT config files are the same as on the live server - File::Path is called at the end of webmux.pl, but I am just lost for what to look for / how to troubleshoot this. Any hints / pointers? Regards Kim P -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at kimp.org Tue Jan 18 01:48:48 2011 From: lists at kimp.org (Kim Pedersen) Date: Tue, 18 Jan 2011 02:48:48 -0400 Subject: [rt-users] webmux.pl - Insecure dependency in chdir while running with -T switch In-Reply-To: <4137829F-F6FB-4374-8EAD-0C766AE7BD83@nasa.gov> References: <4137829F-F6FB-4374-8EAD-0C766AE7BD83@nasa.gov> Message-ID: <4D3537D0.1@kimp.org> An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Tue Jan 18 03:35:59 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 18 Jan 2011 03:35:59 -0500 Subject: [rt-users] webmux.pl - Insecure dependency in chdir while running with -T switch In-Reply-To: <4D3524B3.7000806@kimp.org> References: <4D3524B3.7000806@kimp.org> Message-ID: <1295339759.2540.4.camel@kohr-ah> On Tue, 2011-01-18 at 01:27 -0400, Kim Pedersen wrote: > [error] Insecure dependency in chdir while running with -T switch at > /usr/lib/perl5/5.10.1/File/Path.pm line 250.\nCompilation failed in > require at (eval 2) line 1.\n We don't support running RT under "taint mode." Remove the PerlTaintCheck line from your mod_perl configuration. - Alex From keith.d.schincke at nasa.gov Tue Jan 18 07:25:59 2011 From: keith.d.schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[DB Consulting Group, Inc.]) Date: Tue, 18 Jan 2011 06:25:59 -0600 Subject: [rt-users] webmux.pl - Insecure dependency in chdir while running with -T switch In-Reply-To: <4D3537D0.1@kimp.org> References: <4137829F-F6FB-4374-8EAD-0C766AE7BD83@nasa.gov>, <4D3537D0.1@kimp.org> Message-ID: <7015120421BE8B46B9FD39DEA1585AB3440C7726@NDJSSCC04.ndc.nasa.gov> My typo. It should have been "perl module". Is the path to/usr/lib/perl5/5.10.1/File/Path.pm readable by the apache user? Each of the directories should be 755 with the perl module being 644. I sometimes get DAG modules installing with a 750 and 640 respectively. Everything passes as root but fails as a user. Keith ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Kim Pedersen [lists at kimp.org] Sent: Tuesday, January 18, 2011 12:48 AM Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] webmux.pl - Insecure dependency in chdir while running with -T switch Hi Keith, I am not sure I understand 100% what permissions to the "perl mode" means. But the line calling File::Path in /usr/sbin/webmux.pl refers to "$RT::MasonDataDir", which points to /var/cache/rt/mason_data/. The content and permissions of that folder is the following: drwxrwx--- 5 apache apache 38 2011-01-18 01:06 ./ drwxr-xr-x 4 root root 42 2011-01-18 01:06 ../ drwxrwx--- 2 apache apache 6 2011-01-18 01:06 cache/ drwxrwx--- 2 apache apache 6 2011-01-18 01:06 etc/ drwxrwx--- 3 apache apache 50 2011-01-18 01:06 obj/ The "obj" dir has session related files in it (That are recreated by apache if I empty the folders) all created by apache, and apache also has the permissions to delete the files It looks like webmux.pl is trying to clean out the /var/cache/rt/mason_data/obj folder and failing for some reason, with "Insecure dependency in mkdir while running with -T switch at /usr/lib/perl5/5.10.1/File/Path.pm line 108, line 2. " if ( $ENV{'MOD_PERL'} && !RT->Config->Get('DevelMode')) { # Under static_source, we need to purge the component cache # each time we restart, so newer components may be reloaded. # # We can't do this in FastCGI or we'll blow away the component # root _every_ time a new server starts which happens every few # hits. require File::Path; require File::Glob; my @files = File::Glob::bsd_glob("$RT::MasonDataDir/obj/*"); File::Path::rmtree([ @files ], 0, 1) if @files; } 1; Kim P On 2011-01-18 02:32, Schincke, Keith D. (JSC-IT)[DB Consulting Group, Inc.] wrote: What are the directory permissions to the perl mode? One of the directories or the Path.pm file may not allow the web process to access the file. Keith Sent from my Verizon Wireless Phone ----- Reply message ----- From: "Kim Pedersen" Date: Mon, Jan 17, 2011 11:28 pm Subject: [rt-users] webmux.pl - Insecure dependency in chdir while running with -T switch To: "rt-users at lists.bestpractical.com" Hi everyone,. I am installing a cloned copy of our live 3.8.8 RT installation (To test a restoration/reinstallation and later to play with the 3.9.4 release). The new server is running Apache 2.2.15 with mod_perl 2.0.4 on Mandriva 2010.1 x64, with Postgresql 9.0 - which is the same as the live server. And the RT version is installed from RPM (built from a modified Mandriva .spec file, updated to work with 3.8.8) After installing RT I can't start Apache any longer and I am stuck with the following problem in my apache log: [error] Insecure dependency in chdir while running with -T switch at /usr/lib/perl5/5.10.1/File/Path.pm line 250.\nCompilation failed in require at (eval 2) line 1.\n [error] Can't load Perl file: /usr/sbin/webmux.pl for server www.testserver.com:0, exiting... If I run webmux.pl manually as root, there are no Perl errors. A "make testdeps" from the RT sources show all dependencies being okay as well. The RT config files are the same as on the live server - File::Path is called at the end of webmux.pl, but I am just lost for what to look for / how to troubleshoot this. Any hints / pointers? Regards Kim P From lists at kimp.org Tue Jan 18 08:39:00 2011 From: lists at kimp.org (Kim Pedersen) Date: Tue, 18 Jan 2011 09:39:00 -0400 Subject: [rt-users] webmux.pl - Insecure dependency in chdir while running with -T switch In-Reply-To: <7015120421BE8B46B9FD39DEA1585AB3440C7726@NDJSSCC04.ndc.nasa.gov> References: <4137829F-F6FB-4374-8EAD-0C766AE7BD83@nasa.gov>, <4D3537D0.1@kimp.org> <7015120421BE8B46B9FD39DEA1585AB3440C7726@NDJSSCC04.ndc.nasa.gov> Message-ID: <4D3597F4.3020901@kimp.org> LOL - that figures :-) Yes, the path and permissions is alright - I can switch to the Apache user and all the perl modules in "/usr/lib/perl5/5.10.1/File" are 444, with the path directories being 755 It's Line 250 in /usr/lib/perl5/5.10.1/File/Path.pm that throws off webmux.pl. Could it be some sort of RT/Webmux compatibility issue /bug with Mandriva Perl 5.10.1? - Again the live installation is running with the same version of Perl, and I've compared the Path.pm & webmux.pl files between systems and they are identical --- /usr/lib/perl5/5.10.1/File/Path.pm --- if ( -d _ ) { $root = VMS::Filespec::pathify($root) if $Is_VMS; Line 250 if (!chdir($root)) { # see if we can escalate privileges to get in # (e.g. funny protection mask such as -w- instead of rwx) $perm &= 07777; my $nperm = $perm | 0700; if (!($arg->{safe} or $nperm == $perm or chmod($nperm, $root))) { _error($arg, "cannot make child directory read-write-exec", $canon); next ROOT_DIR; } elsif (!chdir($root)) { _error($arg, "cannot chdir to child", $canon); next ROOT_DIR; } } --------------------------------------- Kim P On 2011-01-18 08:25, Schincke, Keith D. (JSC-IT)[DB Consulting Group, Inc.] wrote: > My typo. It should have been "perl module". > > Is the path to/usr/lib/perl5/5.10.1/File/Path.pm readable by the apache user? Each of the directories should be 755 with the perl module being 644. > > I sometimes get DAG modules installing with a 750 and 640 respectively. Everything passes as root but fails as a user. > > Keith > ________________________________________ > From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Kim Pedersen [lists at kimp.org] > Sent: Tuesday, January 18, 2011 12:48 AM > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] webmux.pl - Insecure dependency in chdir while running with -T switch > > Hi Keith, > > I am not sure I understand 100% what permissions to the "perl mode" means. > > But the line calling File::Path in /usr/sbin/webmux.pl refers to "$RT::MasonDataDir", which points to /var/cache/rt/mason_data/. > > The content and permissions of that folder is the following: > > drwxrwx--- 5 apache apache 38 2011-01-18 01:06 ./ > drwxr-xr-x 4 root root 42 2011-01-18 01:06 ../ > drwxrwx--- 2 apache apache 6 2011-01-18 01:06 cache/ > drwxrwx--- 2 apache apache 6 2011-01-18 01:06 etc/ > drwxrwx--- 3 apache apache 50 2011-01-18 01:06 obj/ > > The "obj" dir has session related files in it (That are recreated by apache if I empty the folders) all created by apache, and apache also has the permissions to delete the files > > > It looks like webmux.pl is trying to clean out the /var/cache/rt/mason_data/obj folder and failing for some reason, with "Insecure dependency in mkdir while running with -T switch at /usr/lib/perl5/5.10.1/File/Path.pm line 108, line 2. " > > if ( $ENV{'MOD_PERL'}&& !RT->Config->Get('DevelMode')) { > # Under static_source, we need to purge the component cache > # each time we restart, so newer components may be reloaded. > # > # We can't do this in FastCGI or we'll blow away the component > # root _every_ time a new server starts which happens every few > # hits. > > require File::Path; > require File::Glob; > my @files = File::Glob::bsd_glob("$RT::MasonDataDir/obj/*"); > File::Path::rmtree([ @files ], 0, 1) if @files; > } > > 1; > > > Kim P > > > > > On 2011-01-18 02:32, Schincke, Keith D. (JSC-IT)[DB Consulting Group, Inc.] wrote: > What are the directory permissions to the perl mode? > One of the directories or the Path.pm file may not allow the web process to access the file. > > Keith > > > Sent from my Verizon Wireless Phone > > ----- Reply message ----- > From: "Kim Pedersen" > Date: Mon, Jan 17, 2011 11:28 pm > Subject: [rt-users] webmux.pl - Insecure dependency in chdir while running with -T switch > To: "rt-users at lists.bestpractical.com" > > > Hi everyone,. > > I am installing a cloned copy of our live 3.8.8 RT installation (To test > a restoration/reinstallation and later to play with the 3.9.4 release). > > The new server is running Apache 2.2.15 with mod_perl 2.0.4 on Mandriva > 2010.1 x64, with Postgresql 9.0 - which is the same as the live server. > > And the RT version is installed from RPM (built from a modified Mandriva > .spec file, updated to work with 3.8.8) > > After installing RT I can't start Apache any longer and I am stuck with > the following problem in my apache log: > > [error] Insecure dependency in chdir while running with -T switch at > /usr/lib/perl5/5.10.1/File/Path.pm line 250.\nCompilation failed in > require at (eval 2) line 1.\n > [error] Can't load Perl file: /usr/sbin/webmux.pl for server > www.testserver.com:0, exiting... > > > If I run webmux.pl manually as root, there are no Perl errors. A "make > testdeps" from the RT sources show all dependencies being okay as well. > The RT config files are the same as on the live server - File::Path is > called at the end of webmux.pl, but I am just lost for what to look for > / how to troubleshoot this. > > > Any hints / pointers? > > > Regards > > Kim P > > > From jnarins at seniorbridge.com Tue Jan 18 08:47:51 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Tue, 18 Jan 2011 08:47:51 -0500 Subject: [rt-users] webmux.pl - Insecure dependency in chdir while running with -T switch In-Reply-To: <4D3597F4.3020901@kimp.org> References: <4137829F-F6FB-4374-8EAD-0C766AE7BD83@nasa.gov>, <4D3537D0.1@kimp.org> <7015120421BE8B46B9FD39DEA1585AB3440C7726@NDJSSCC04.ndc.nasa.gov> <4D3597F4.3020901@kimp.org> Message-ID: >From what I understand of Taint (-T) mode, this has nothing to do with directory permissions, and everything to do with trying to chdir to a variable (representing a directory) that has been marked as being unsafe, i.e. from user input. See "perldoc perldiag" to find the error message, which then leads you to "perldoc perlsec" for more about taint mode. That said, I don't know, inside RT, the appropriate way to deal with this. > Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnarins at seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Kim Pedersen > Sent: Tuesday, January 18, 2011 8:39 AM > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] webmux.pl - Insecure dependency in chdir while > running with -T switch > > > LOL - that figures :-) > > Yes, the path and permissions is alright - I can switch to the Apache > user and all the perl modules in "/usr/lib/perl5/5.10.1/File" are 444, > with the path directories being 755 > > It's Line 250 in /usr/lib/perl5/5.10.1/File/Path.pm that throws off > webmux.pl. Could it be some sort of RT/Webmux compatibility issue /bug > with Mandriva Perl 5.10.1? > - Again the live installation is running with the same version of > Perl, and I've compared the Path.pm & webmux.pl files between systems > and they are identical > > --- /usr/lib/perl5/5.10.1/File/Path.pm --- > if ( -d _ ) { > $root = VMS::Filespec::pathify($root) if $Is_VMS; > > Line 250 if (!chdir($root)) { > # see if we can escalate privileges to get in > # (e.g. funny protection mask such as -w- instead of > rwx) > $perm &= 07777; > my $nperm = $perm | 0700; > if (!($arg->{safe} or $nperm == $perm or chmod($nperm, > $root))) { > _error($arg, "cannot make child directory > read-write-exec", $canon); > next ROOT_DIR; > } > elsif (!chdir($root)) { > _error($arg, "cannot chdir to child", $canon); > next ROOT_DIR; > } > } > --------------------------------------- > > > Kim P > > On 2011-01-18 08:25, Schincke, Keith D. (JSC-IT)[DB Consulting Group, > Inc.] wrote: > > My typo. It should have been "perl module". > > > > Is the path to/usr/lib/perl5/5.10.1/File/Path.pm readable by the > apache user? Each of the directories should be 755 with the perl module > being 644. > > > > I sometimes get DAG modules installing with a 750 and 640 > respectively. Everything passes as root but fails as a user. > > > > Keith > > ________________________________________ > > From: rt-users-bounces at lists.bestpractical.com [rt-users- > bounces at lists.bestpractical.com] On Behalf Of Kim Pedersen > [lists at kimp.org] > > Sent: Tuesday, January 18, 2011 12:48 AM > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] webmux.pl - Insecure dependency in chdir > while running with -T switch > > > > Hi Keith, > > > > I am not sure I understand 100% what permissions to the "perl mode" > means. > > > > But the line calling File::Path in /usr/sbin/webmux.pl refers to > "$RT::MasonDataDir", which points to /var/cache/rt/mason_data/. > > > > The content and permissions of that folder is the following: > > > > drwxrwx--- 5 apache apache 38 2011-01-18 01:06 ./ > > drwxr-xr-x 4 root root 42 2011-01-18 01:06 ../ > > drwxrwx--- 2 apache apache 6 2011-01-18 01:06 cache/ > > drwxrwx--- 2 apache apache 6 2011-01-18 01:06 etc/ > > drwxrwx--- 3 apache apache 50 2011-01-18 01:06 obj/ > > > > The "obj" dir has session related files in it (That are recreated by > apache if I empty the folders) all created by apache, and apache also > has the permissions to delete the files > > > > > > It looks like webmux.pl is trying to clean out the > /var/cache/rt/mason_data/obj folder and failing for some reason, with > "Insecure dependency in mkdir while running with -T switch at > /usr/lib/perl5/5.10.1/File/Path.pm line 108, line 2. " > > > > if ( $ENV{'MOD_PERL'}&& !RT->Config->Get('DevelMode')) { > > # Under static_source, we need to purge the component cache > > # each time we restart, so newer components may be reloaded. > > # > > # We can't do this in FastCGI or we'll blow away the component > > # root _every_ time a new server starts which happens every few > > # hits. > > > > require File::Path; > > require File::Glob; > > my @files = File::Glob::bsd_glob("$RT::MasonDataDir/obj/*"); > > File::Path::rmtree([ @files ], 0, 1) if @files; > > } > > > > 1; > > > > > > Kim P > > > > > > > > > > On 2011-01-18 02:32, Schincke, Keith D. (JSC-IT)[DB Consulting Group, > Inc.] wrote: > > What are the directory permissions to the perl mode? > > One of the directories or the Path.pm file may not allow the web > process to access the file. > > > > Keith > > > > > > Sent from my Verizon Wireless Phone > > > > ----- Reply message ----- > > From: "Kim Pedersen" > > Date: Mon, Jan 17, 2011 11:28 pm > > Subject: [rt-users] webmux.pl - Insecure dependency in chdir while > running with -T switch > > To: "rt-users at lists.bestpractical.com" users at lists.bestpractical.com> users at lists.bestpractical.com> > > > > > > Hi everyone,. > > > > I am installing a cloned copy of our live 3.8.8 RT installation (To > test > > a restoration/reinstallation and later to play with the 3.9.4 > release). > > > > The new server is running Apache 2.2.15 with mod_perl 2.0.4 on > Mandriva > > 2010.1 x64, with Postgresql 9.0 - which is the same as the live > server. > > > > And the RT version is installed from RPM (built from a modified > Mandriva > > .spec file, updated to work with 3.8.8) > > > > After installing RT I can't start Apache any longer and I am stuck > with > > the following problem in my apache log: > > > > [error] Insecure dependency in chdir while running with -T switch at > > /usr/lib/perl5/5.10.1/File/Path.pm line 250.\nCompilation failed in > > require at (eval 2) line 1.\n > > [error] Can't load Perl file: /usr/sbin/webmux.pl for server > > www.testserver.com:0, exiting... > > > > > > If I run webmux.pl manually as root, there are no Perl errors. A > "make > > testdeps" from the RT sources show all dependencies being okay as > well. > > The RT config files are the same as on the live server - File::Path > is > > called at the end of webmux.pl, but I am just lost for what to look > for > > / how to troubleshoot this. > > > > > > Any hints / pointers? > > > > > > Regards > > > > Kim P > > > > > > From lists at kimp.org Tue Jan 18 09:15:37 2011 From: lists at kimp.org (Kim Pedersen) Date: Tue, 18 Jan 2011 10:15:37 -0400 Subject: [rt-users] webmux.pl - Insecure dependency in chdir while running with -T switch In-Reply-To: References: <4137829F-F6FB-4374-8EAD-0C766AE7BD83@nasa.gov>, <4D3537D0.1@kimp.org> <7015120421BE8B46B9FD39DEA1585AB3440C7726@NDJSSCC04.ndc.nasa.gov> <4D3597F4.3020901@kimp.org> Message-ID: <4D35A089.6040505@kimp.org> Hi Josh, Thanks for your input - I've just about come to the same point as well, but don't know how to "fix" either :-/ Kim When the taint mode ("-T") is in effect, the "." directory is removed from @INC, and the environment variables "PERL5LIB" and "PERLLIB" are ignored by Perl. You can still adjust @INC from outside the program by using the "-I" command line option as explained in perlrun. The two environment variables are ignored because they are obscured, and a user running a program could be unaware that they are set, whereas the "-I" option is clearly visible and therefore permitted. Another way to modify @INC without modifying the program, is to use the "lib" pragma, e.g.: perl -Mlib=/foo program The benefit of using "-Mlib=/foo" over "-I/foo", is that the former will automagically remove any duplicated directories, while the later will not. Note that if a tainted string is added to @INC, the following problem will be reported: Insecure dependency in require while running with -T switch ESC[1mCleaning Up Your PathESC[0m For "Insecure $ENV{PATH}" messages, you need to set $ENV{'PATH'} to a known value, and each directory in the path must be absolute and non- writable by others than its owner and group. You may be surprised to get this message even if the pathname to your executable is fully qualified. This is ESC[4mnotESC[24m generated because you didn't supply a full path to the program; instead, it's generated because you never set your PATH environment variable, or you didn't set it to something that was safe. Because Perl can't guarantee that the executable in question isn't itself going to turn around and execute some other program that is dependent on your PATH, it makes sure you set the PATH. On 2011-01-18 09:47, Josh Narins wrote: > From what I understand of Taint (-T) mode, this has nothing to do with directory permissions, and everything to do with trying to chdir to a variable (representing a directory) that has been marked as being unsafe, i.e. from user input. > > See "perldoc perldiag" to find the error message, which then leads you to "perldoc perlsec" for more about taint mode. > > That said, I don't know, inside RT, the appropriate way to deal with this. > > > > Josh Narins > Director of Application Development > SeniorBridge > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Mobile: (917) 488-6248 > Fax: (212) 994-4260 > jnarins at seniorbridge.com > > SeniorBridge > Managing Complex Chronic Care > http://www.seniorbridge.com > > > SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-----Original Message----- >> Fr From sean at quinlan.org Tue Jan 18 10:05:08 2011 From: sean at quinlan.org (Sean Quinlan) Date: Tue, 18 Jan 2011 10:05:08 -0500 Subject: [rt-users] Endless auto-reply loop Message-ID: We just set up an instance of RT on the webhost (jail shelled) account for the small non-profit my wife works for. Although the email address used for support / information requests does get some spam that makes it through spamassassin, it has never been much and we figured we would just delete those occasional tickets. However, within 48 hours we had the misfortune of being emailed by a small company that apparently uses a mailing list for sending promotions, and that list is configured to deny incoming emails, and send an email to the sender. Not a reply, but an email saying the sender has no permission. See what's coming? We use fetchmail to check the email server every 5 minutes. Every 5 minutes there is an email from this list saying we don't have permission to post. RT opens a new ticket in response to this email and auto-reply's. This has been happening every 5 minutes for days now. Having very limited access to the system, I have been looking for a way to exclude email addresses from auto-reply. In all my searching I have not found a concrete answer, or if I did I didn't understand how it applied to my situation. I did find the following email in the archives: http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg12292.html Where Jesse replies: "And you can always set up individual addresses to not get mail." But with no further clarification on how to do that. I have looked at the RTAddressRegexp option, but that does not seem to be intended for the purpose of blocking outside addresses, and I worry adding the domain of the problem emailed may have unintended consequences. Is there a way to configure RT to ignore, or at least not auto-reply, to certain addresses? Would it be safe to overload RTAddressRegexp for this purpose or is there a better solution? Many thanks, Sean -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jan 18 11:52:41 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 18 Jan 2011 11:52:41 -0500 Subject: [rt-users] Endless auto-reply loop In-Reply-To: References: Message-ID: <20110118165241.GD731@jibsheet.com> On Tue, Jan 18, 2011 at 10:05:08AM -0500, Sean Quinlan wrote: > Where Jesse replies: > "And you can always set up individual addresses to not get mail." Configuration -> Users, search for the user, leave the username as the email address and then blank out the email address of the user record. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From sean at quinlan.org Tue Jan 18 12:05:06 2011 From: sean at quinlan.org (Sean Quinlan) Date: Tue, 18 Jan 2011 12:05:06 -0500 Subject: [rt-users] Endless auto-reply loop In-Reply-To: <20110118165241.GD731@jibsheet.com> References: <20110118165241.GD731@jibsheet.com> Message-ID: They aren't a user in RT. The only users within RT are the staff and volunteers for the membership office. The 'clients' are the the thousands of people who join the organization (Interscholastic Equestrian Association), mostly riders and coaches. Because the membership 'office' is actually a group of people who are widely distributed geographically, working out of their homes, keeping track of support requests was becoming a nightmare. Our hope is that RT can centralize the point of communication and tracking open issues. Given that, we configured it so anyone could email in and create a new ticket. Most members of the IEA do have an email address, so I suppose we could add them all 'by hand', but how would we keep the membership in sync, which changes a little all the time and has significant churn every enrollment period (late summer). Thanks, Sean On Tue, Jan 18, 2011 at 11:52 AM, Kevin Falcone wrote: > On Tue, Jan 18, 2011 at 10:05:08AM -0500, Sean Quinlan wrote: > > Where Jesse replies: > > "And you can always set up individual addresses to not get mail." > > Configuration -> Users, search for the user, leave the username as the > email address and then blank out the email address of the user record. > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jan 18 12:18:03 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 18 Jan 2011 12:18:03 -0500 Subject: [rt-users] Endless auto-reply loop In-Reply-To: References: <20110118165241.GD731@jibsheet.com> Message-ID: <20110118171803.GE731@jibsheet.com> On Tue, Jan 18, 2011 at 12:05:06PM -0500, Sean Quinlan wrote: > They aren't a user in RT. The only users within RT are the staff and volunteers for the > membership office. The 'clients' are the the thousands of people who join the organization > (Interscholastic Equestrian Association), mostly riders and coaches. Because the membership > 'office' is actually a group of people who are widely distributed geographically, working out > of their homes, keeping track of support requests was becoming a nightmare. Our hope is that > RT can centralize the point of communication and tracking open issues. > > Given that, we configured it so anyone could email in and create a new ticket. Most members of > the IEA do have an email address, so I suppose we could add them all 'by hand', but how would > we keep the membership in sync, which changes a little all the time and has significant churn > every enrollment period (late summer). You said you don't want RT emailing a mailing list. To stop it from sending mail to the mailing list: > Configuration -> Users, search for the user, leave the username as the > email address and then blank out the email address of the user record. > -kevin If RT has received or sent mail to an email address, there is a User, believe me. -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.melo at serpro.gov.br Tue Jan 18 12:16:08 2011 From: daniel.melo at serpro.gov.br (Daniel Araujo Melo) Date: Tue, 18 Jan 2011 15:16:08 -0200 Subject: [rt-users] best order to apply when upgrading Message-ID: <2878a88e7cfd5c9356e0ecd102c70029@10.30.202.63> An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Jan 18 12:29:23 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 18 Jan 2011 12:29:23 -0500 Subject: [rt-users] [Rt-devel] rt-4.0.0rc2 eating so much CPU In-Reply-To: References: <20110118145413.GA6110@bestpractical.com> <20110118152501.GC6110@bestpractical.com> <20110118163707.GG6110@bestpractical.com> Message-ID: <20110118172923.GJ6110@bestpractical.com> On Tue, Jan 18, 2011 at 08:22:03PM +0300, Odhiambo Washington wrote: > DevelMode is commented out in my config. Do I have to explicitly turn it > off? > > I have turned it off and here is the MasonX::Profiler result now: > http://goo.gl/q6gc3 > Can you go to Configuration -> Tools -> System Information and send that to the list? From sean at quinlan.org Tue Jan 18 12:37:44 2011 From: sean at quinlan.org (Sean Quinlan) Date: Tue, 18 Jan 2011 12:37:44 -0500 Subject: [rt-users] Endless auto-reply loop In-Reply-To: <20110118171803.GE731@jibsheet.com> References: <20110118165241.GD731@jibsheet.com> <20110118171803.GE731@jibsheet.com> Message-ID: Ah, my apologies! I went to the Users page and didn't see them, and did not register your instruction to search for them. Thanks for being patient and reposting your instructions. I have done as you suggested, and hopefully that takes care of it. Thanks again, Sean On Tue, Jan 18, 2011 at 12:18 PM, Kevin Falcone wrote: > On Tue, Jan 18, 2011 at 12:05:06PM -0500, Sean Quinlan wrote: > > They aren't a user in RT. The only users within RT are the staff and > volunteers for the > > membership office. The 'clients' are the the thousands of people who > join the organization > > (Interscholastic Equestrian Association), mostly riders and coaches. > Because the membership > > 'office' is actually a group of people who are widely distributed > geographically, working out > > of their homes, keeping track of support requests was becoming a > nightmare. Our hope is that > > RT can centralize the point of communication and tracking open issues. > > > > Given that, we configured it so anyone could email in and create a new > ticket. Most members of > > the IEA do have an email address, so I suppose we could add them all > 'by hand', but how would > > we keep the membership in sync, which changes a little all the time > and has significant churn > > every enrollment period (late summer). > > > You said you don't want RT emailing a mailing list. To stop it from > sending mail to the mailing list: > > > Configuration -> Users, search for the user, leave the username as > the > > email address and then blank out the email address of the user > record. > > -kevin > > If RT has received or sent mail to an email address, there > is a User, believe me. > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Tue Jan 18 12:43:47 2011 From: todd at chaka.net (Todd Chapman) Date: Tue, 18 Jan 2011 12:43:47 -0500 Subject: [rt-users] Certain RT operations painfully slow. Message-ID: RT Users, A few years ago we started adding a group as AdminCc to many tickets. It made sense for our process and seemed like a good idea at the time. Fast forward to today. This group is AdminCc on many, many tickets. Now when we add a new member to the group it can take 15 minutes for the add to complete, usually with the web interface timing out. To alleviate this situation I wrote a script to remove this group from many old tickets, but this too is taking a long time to complete. Here's the key line from the script: my ($status, $msg) = $t->DeleteWatcher(PrincipalId => $pid, Type => "AdminCc", Silent => 1); Which causes this long running mysql query: Command: Query Time: 86 State: Sending data Info: SELECT main.* FROM CachedGroupMembers main WHERE ((main.Via = '28522070')) AND ((main.id != '28522070')) Ouch. Can anyone recommend an approach to fixing this problem? Thanks. From jesse at bestpractical.com Tue Jan 18 12:48:08 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 18 Jan 2011 12:48:08 -0500 Subject: [rt-users] Certain RT operations painfully slow. In-Reply-To: References: Message-ID: <20110118174808.GK6110@bestpractical.com> On Tue, Jan 18, 2011 at 12:43:47PM -0500, Todd Chapman wrote: > RT Users, > > A few years ago we started adding a group as AdminCc to many tickets. > It made sense for our process and seemed like a good idea at the time. > Fast forward to today. This group is AdminCc on many, many tickets. > Now when we add a new member to the group it can take 15 minutes for > the add to complete, usually with the web interface timing out. > > To alleviate this situation I wrote a script to remove this group from > many old tickets, but this too is taking a long time to complete. > Here's the key line from the script: > > my ($status, $msg) = $t->DeleteWatcher(PrincipalId => $pid, Type => > "AdminCc", Silent => 1); > > Which causes this long running mysql query: > > > Command: Query > Time: 86 > State: Sending data > Info: SELECT main.* FROM CachedGroupMembers main WHERE ((main.Via > = '28522070')) AND ((main.id != '28522070')) > > > Ouch. > > Can anyone recommend an approach to fixing this problem? Todd, What does an EXPLAIN on that select tell you? > > Thanks. -- From todd at chaka.net Tue Jan 18 12:51:28 2011 From: todd at chaka.net (Todd Chapman) Date: Tue, 18 Jan 2011 12:51:28 -0500 Subject: [rt-users] Certain RT operations painfully slow. In-Reply-To: <20110118174808.GK6110@bestpractical.com> References: <20110118174808.GK6110@bestpractical.com> Message-ID: On Tue, Jan 18, 2011 at 12:48 PM, Jesse Vincent wrote: > > > > On Tue, Jan 18, 2011 at 12:43:47PM -0500, Todd Chapman wrote: >> RT Users, >> >> A few years ago we started adding a group as AdminCc to many tickets. >> It made sense for our process and seemed like a good idea at the time. >> Fast forward to today. This group is AdminCc on many, many tickets. >> Now when we add a new member to the group it can take 15 minutes for >> the add to complete, usually with the web interface timing out. >> >> To alleviate this situation I wrote a script to remove this group from >> many old tickets, but this too is taking a long time to complete. >> Here's the key line from the script: >> >> my ($status, $msg) = $t->DeleteWatcher(PrincipalId => $pid, Type => >> "AdminCc", Silent => 1); >> >> Which causes this long running mysql query: >> >> >> Command: Query >> ? ?Time: 86 >> ? State: Sending data >> ? ?Info: SELECT main.* FROM CachedGroupMembers main ? WHERE ((main.Via >> = '28522070')) AND ((main.id != '28522070')) >> >> >> Ouch. >> >> Can anyone recommend an approach to fixing this problem? > > > Todd, > > What does an EXPLAIN on that select tell you? mysql> explain SELECT main.* FROM CachedGroupMembers main WHERE ((main.Via = '28522070')) AND ((main.id != '28522070'))\G *************************** 1. row *************************** id: 1 select_type: SIMPLE table: main type: range possible_keys: PRIMARY key: PRIMARY key_len: 4 ref: NULL rows: 20568305 Extra: Using where 1 row in set (0.02 sec) > >> >> Thanks. > > -- > From kfcrocker at lbl.gov Tue Jan 18 12:56:56 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 18 Jan 2011 09:56:56 -0800 Subject: [rt-users] Certain RT operations painfully slow. In-Reply-To: References: Message-ID: Sorry, forgot the list. Kenn On Tue, Jan 18, 2011 at 9:55 AM, Kenneth Crocker wrote: > Todd, > > I'm thinking this AdminCc group has a whole bunch of Global rights. That > would do it. > > We did something similar but made it a bit more granular; we create a > Global Group for AdminCc but only gave them these rights; *AdminUsers, > AssignCustomFields, SeeCustomFields, SeeGroup, ShowConfigTab, ShowScrips, > ShowTemplates, WatchAsAdminCc*). Then we created an AdminCc group for each > set of Queues that belong to a specific Support Group (like Financial). > These AdminCc Sub-groups would be given rights *more specific to the > Queues they support*. This saves a lot of time when RT is searching for > user privileges per ticket. > > Global rights that involve Ticket privileges can be real time burners. > > Hope this helps. > > Kenn > LBNL > > > On Tue, Jan 18, 2011 at 9:43 AM, Todd Chapman wrote: > >> RT Users, >> >> A few years ago we started adding a group as AdminCc to many tickets. >> It made sense for our process and seemed like a good idea at the time. >> Fast forward to today. This group is AdminCc on many, many tickets. >> Now when we add a new member to the group it can take 15 minutes for >> the add to complete, usually with the web interface timing out. >> >> To alleviate this situation I wrote a script to remove this group from >> many old tickets, but this too is taking a long time to complete. >> Here's the key line from the script: >> >> my ($status, $msg) = $t->DeleteWatcher(PrincipalId => $pid, Type => >> "AdminCc", Silent => 1); >> >> Which causes this long running mysql query: >> >> >> Command: Query >> Time: 86 >> State: Sending data >> Info: SELECT main.* FROM CachedGroupMembers main WHERE ((main.Via >> = '28522070')) AND ((main.id != '28522070')) >> >> >> Ouch. >> >> Can anyone recommend an approach to fixing this problem? >> >> Thanks. >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Jan 18 13:05:36 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 18 Jan 2011 10:05:36 -0800 Subject: [rt-users] Modifying History-information? In-Reply-To: <1295261507.7529.22.camel@lapsparc> References: <1295261507.7529.22.camel@lapsparc> Message-ID: Johan, Why "ShowTicket" to everybody? Why not just grant that right to the Requestors and the Support Group (User-defined group) and AdminCc role and Owner role that supports a specific Queue within that Queue "GroupRights" page? Otherwise, Searches will start taking a LONG TIME, unless you have a small User's list. Kenn LBNL On Mon, Jan 17, 2011 at 2:51 AM, Johan Elmerfjord wrote: > We are about to open up RT for everyone in the company, and are doing this > by setting the Privileges: SeeQueue and ShowTicket to the group Everybody. > Then we run with External Ldap authentication - so all company users can use > the /SelfService/ - interface. > > We have a little problem though. > > We have a number of tickets that contains sensitive information. Like > Usernames and passwords. > Sometimes such info is added by the ticket-requester that doesn't see the > harm in doing so. > > Is there a way for the ticket-owner - or a super-user to go in and delete > such info from the history? > Either through RT directly - or if there are any other tools available? > > I'm not found of doing updates in database directly - and before I write a > tool to do it - I'll better ask here. > > Regards, Johan > > -- > > *Johan Elmerfjord* | Sr. Systems Administration/Mgr, EMEA | Adobe Systems > (OBU) | p. +45 36 98 89 50 x6008 | cell. +46 735 101 444 | > JohanE at adobe.com > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Jan 18 13:13:23 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 18 Jan 2011 13:13:23 -0500 Subject: [rt-users] Certain RT operations painfully slow. In-Reply-To: References: <20110118174808.GK6110@bestpractical.com> Message-ID: <20110118181323.GN6110@bestpractical.com> Todd, > >> Which causes this long running mysql query: > >> > >> ? ?Time: 86 > >> ? ?Info: SELECT main.* FROM CachedGroupMembers main ? WHERE ((main.Via = '28522070')) AND ((main.id != '28522070')) > >> > >> Can anyone recommend an approach to fixing this problem? > > > > What does an EXPLAIN on that select tell you? > > mysql> explain SELECT main.* FROM CachedGroupMembers main WHERE ((main.Via = '28522070')) AND ((main.id != '28522070'))\G > select_type: SIMPLE > table: main > type: range > possible_keys: PRIMARY > key: PRIMARY > key_len: 4 > ref: NULL > rows: 20568305 > Extra: Using where > 1 row in set (0.02 sec) What happens if you add an index on Via? Jesse -- From sean at quinlan.org Tue Jan 18 13:14:25 2011 From: sean at quinlan.org (Sean Quinlan) Date: Tue, 18 Jan 2011 13:14:25 -0500 Subject: [rt-users] Endless auto-reply loop In-Reply-To: <20110118171803.GE731@jibsheet.com> References: <20110118165241.GD731@jibsheet.com> <20110118171803.GE731@jibsheet.com> Message-ID: On Tue, Jan 18, 2011 at 12:18 PM, Kevin Falcone wrote: > > > Configuration -> Users, search for the user, leave the username as > the > > email address and then blank out the email address of the user > record. > > -kevin > > That appears to have worked perfectly, and if I run into this specific issue again I now know how to quickly resolve it. Thanks, Sean -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Tue Jan 18 13:19:14 2011 From: todd at chaka.net (Todd Chapman) Date: Tue, 18 Jan 2011 13:19:14 -0500 Subject: [rt-users] Certain RT operations painfully slow. In-Reply-To: <20110118181323.GN6110@bestpractical.com> References: <20110118174808.GK6110@bestpractical.com> <20110118181323.GN6110@bestpractical.com> Message-ID: On Tue, Jan 18, 2011 at 1:13 PM, Jesse Vincent wrote: > Todd, > >> >> Which causes this long running mysql query: >> >> >> >> ? ?Time: 86 >> >> ? ?Info: SELECT main.* FROM CachedGroupMembers main ? WHERE ((main.Via = '28522070')) AND ((main.id != '28522070')) >> >> >> >> Can anyone recommend an approach to fixing this problem? >> > >> > What does an EXPLAIN on that select tell you? >> >> mysql> explain SELECT main.* FROM CachedGroupMembers main ? WHERE ((main.Via = '28522070')) AND ((main.id != '28522070'))\G >> ? select_type: SIMPLE >> ? ? ? ? table: main >> ? ? ? ? ?type: range >> possible_keys: PRIMARY >> ? ? ? ? ? key: PRIMARY >> ? ? ? key_len: 4 >> ? ? ? ? ? ref: NULL >> ? ? ? ? ?rows: 20568305 >> ? ? ? ? Extra: Using where >> 1 row in set (0.02 sec) > > What happens if you add an index on Via? I'm considering that, but with 20 million+ rows it will take a non-trivial amount of time. > > Jesse > -- > From todd at chaka.net Tue Jan 18 13:41:00 2011 From: todd at chaka.net (Todd Chapman) Date: Tue, 18 Jan 2011 13:41:00 -0500 Subject: [rt-users] Certain RT operations painfully slow. In-Reply-To: References: Message-ID: And here is the slow query for adding a new member to a group that is AdminCc on a large number of tickets: db: rt3 Command: Query Time: 59 State: Sending data Info: SELECT main.* FROM CachedGroupMembers main WHERE ((main.MemberId = 541915)) mysql> explain SELECT main.* FROM CachedGroupMembers main WHERE ((main.MemberId = 541915))\G *************************** 1. row *************************** id: 1 select_type: SIMPLE table: main type: ref possible_keys: CachedGroupMembers3 key: CachedGroupMembers3 key_len: 5 ref: const rows: 417216 Extra: Using where 1 row in set (0.00 sec) Even when the query completes RT takes a long time to complete. Perhaps the query is timing out and RT goes off into the weeds? RT version 3.6.3. On Tue, Jan 18, 2011 at 12:43 PM, Todd Chapman wrote: > RT Users, > > A few years ago we started adding a group as AdminCc to many tickets. > It made sense for our process and seemed like a good idea at the time. > Fast forward to today. This group is AdminCc on many, many tickets. > Now when we add a new member to the group it can take 15 minutes for > the add to complete, usually with the web interface timing out. > > To alleviate this situation I wrote a script to remove this group from > many old tickets, but this too is taking a long time to complete. > Here's the key line from the script: > > my ($status, $msg) = $t->DeleteWatcher(PrincipalId => $pid, Type => > "AdminCc", Silent => 1); > > Which causes this long running mysql query: > > > Command: Query > ? Time: 86 > ?State: Sending data > ? Info: SELECT main.* FROM CachedGroupMembers main ? WHERE ((main.Via > = '28522070')) AND ((main.id != '28522070')) > > > Ouch. > > Can anyone recommend an approach to fixing this problem? > > Thanks. > From jesse at bestpractical.com Tue Jan 18 13:45:06 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 18 Jan 2011 13:45:06 -0500 Subject: [rt-users] Certain RT operations painfully slow. In-Reply-To: References: Message-ID: <20110118184506.GO6110@bestpractical.com> > RT version 3.6.3. You really need to come up to (at least) 3.8 for anyone here at BPS to be able to even hope to help you on this one. We've made many, many improvements to the codepaths you're touching. (To say nothing of how much we've cut down the size of the CachedGroupMembers table.) Best, Jesse From todd at chaka.net Tue Jan 18 13:48:14 2011 From: todd at chaka.net (Todd Chapman) Date: Tue, 18 Jan 2011 13:48:14 -0500 Subject: [rt-users] Certain RT operations painfully slow. In-Reply-To: <20110118184506.GO6110@bestpractical.com> References: <20110118184506.GO6110@bestpractical.com> Message-ID: Understood. Thanks. On Tue, Jan 18, 2011 at 1:45 PM, Jesse Vincent wrote: >> RT version 3.6.3. > > You really need to come up to (at least) 3.8 for anyone here at BPS to > be able to even hope to help you on this one. ?We've made many, many > improvements to the codepaths you're touching. (To say nothing of how > much we've cut down the size of the CachedGroupMembers table.) > > Best, > Jesse > From Raed.El-Hames at daisygroupplc.com Tue Jan 18 13:49:21 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Tue, 18 Jan 2011 18:49:21 +0000 Subject: [rt-users] Certain RT operations painfully slow. In-Reply-To: References: <20110118174808.GK6110@bestpractical.com> <20110118181323.GN6110@bestpractical.com> Message-ID: <892593C9CA8E25458C440A63DDC6774D07DB3D@DG-HEXMBX02.daisy.group> Todd, Another approach is to dissect DeleteWatcher into its row sql and re-write your script to talk sql directly instead of going through the api ... (Its highly not recommended) but with 20 million rows its an option. The advantages you gain is not having to do as many selects. You may still get queries lasting > 86s , but I would bet those will be 50% less than the api. Good luck Roy > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Todd Chapman > Sent: 18 January 2011 18:19 > To: Jesse Vincent > Cc: rt-users > Subject: Re: [rt-users] Certain RT operations painfully slow. > > On Tue, Jan 18, 2011 at 1:13 PM, Jesse Vincent > wrote: > > Todd, > > > >> >> Which causes this long running mysql query: > >> >> > >> >> ? ?Time: 86 > >> >> ? ?Info: SELECT main.* FROM CachedGroupMembers main ? WHERE > ((main.Via = '28522070')) AND ((main.id != '28522070')) > >> >> > >> >> Can anyone recommend an approach to fixing this problem? > >> > > >> > What does an EXPLAIN on that select tell you? > >> > >> mysql> explain SELECT main.* FROM CachedGroupMembers main ? WHERE > ((main.Via = '28522070')) AND ((main.id != '28522070'))\G > >> ? select_type: SIMPLE > >> ? ? ? ? table: main > >> ? ? ? ? ?type: range > >> possible_keys: PRIMARY > >> ? ? ? ? ? key: PRIMARY > >> ? ? ? key_len: 4 > >> ? ? ? ? ? ref: NULL > >> ? ? ? ? ?rows: 20568305 > >> ? ? ? ? Extra: Using where > >> 1 row in set (0.02 sec) > > > > What happens if you add an index on Via? > > I'm considering that, but with 20 million+ rows it will take a > non-trivial amount of time. > > > > > Jesse > > -- > > From rsullivan at peerlessnetwork.com Tue Jan 18 15:07:50 2011 From: rsullivan at peerlessnetwork.com (Sullivan, Rob) Date: Tue, 18 Jan 2011 15:07:50 -0500 Subject: [rt-users] issues with Taint mode? In-Reply-To: <0F6368FDCEAC4F4899E0067FA95E3FA90B78CD22@mse5be2.mse5.exchange.ms> References: <0F6368FDCEAC4F4899E0067FA95E3FA90B78CD22@mse5be2.mse5.exchange.ms> Message-ID: <0F6368FDCEAC4F4899E0067FA95E3FA90B78D7B5@mse5be2.mse5.exchange.ms> Resolved, thanks Alex for your post to the other webmux.pl thread. Needed to comment out the perlswitches section of the mod_perl/apache config. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sullivan, Rob Sent: Thursday, January 13, 2011 6:18 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] issues with Taint mode? Greetings. I'm setting up a new RT 3.8.8 instance in a Solaris 10 zone with apache2.2/modperl2.03/Perl5.8.8 (all packages from blastwave). All deps are met and it builds fine. Web server user /group is nobody/nobody, perl -c RT_SiteConfig.pm checks out fine. Apache fails when starting when I add the PerlRequire /opt/rt3/bin/webmux.pl line in the V-host entry with the following error: [Thu Jan 13 17:44:25 2011] [error] Couldn't load RT config file RT_SiteConfig.pm:\n\nInsecure dependency in require while running with -T switch at /opt/rt3/bin/../lib/RT/Config.pm line 562.\nCompilation failed in require at (eval 7) line 1.\n [Thu Jan 13 17:44:25 2011] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server rt01.chi1.prlss.net:0, exiting... So it appears that something (setuid?) is trigging taint mode with perl, which causes the app to fail. I should add that I've got RT3.6.6 working with the same build of perl in a different zone, though that RT install also came from blastwave. Same apache/perl/modperl version and config. Is there anything I can do in the config to suppress taint mode, or is there something obvious I'm missing? Here's the httpd-vhost.conf entry NameVirtualHost *:80 # ServerName rt01.chi1.prlss.net ServerAlias tt.prlss.net ServerAdmin rsullivan at peerlessnetwork.com DocumentRoot /opt/rt3/share/html/ # ErrorLog "/var/opt/csw/apache2/log/RT-error_log" # CustomLog "/var/opt/csw/apache2/log/RT-access_log" common # PerlModule Apache::DBI AddDefaultCharset UTF-8 PerlRequire /opt/rt3/bin/webmux.pl Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler RT::Mason Thanks, Rob -------------- next part -------------- An HTML attachment was scrubbed... URL: From hughesl at science.oregonstate.edu Tue Jan 18 19:29:06 2011 From: hughesl at science.oregonstate.edu (Lee Hughes) Date: Tue, 18 Jan 2011 16:29:06 -0800 Subject: [rt-users] Secure RSS Feeds? Message-ID: <20110118162906.30226hswefbow41s@webmail.oregonstate.edu> I'm testing the RSS feeds feature in RT and noticed that I can update the feed results in my RSS reader without logging into RT. I'm guessing this is related to the "NoAuth" that is embedded in the feed location URL. Is there a way to secure all RT RSS feeds so that the user is prompted for their credentials the first time they update the feed during a browser/reader session? Thanks- Lee From lists at kimp.org Tue Jan 18 21:50:02 2011 From: lists at kimp.org (Kim Pedersen) Date: Tue, 18 Jan 2011 22:50:02 -0400 Subject: [rt-users] webmux.pl - Insecure dependency in chdir while running with -T switch In-Reply-To: <1295339759.2540.4.camel@kohr-ah> References: <4D3524B3.7000806@kimp.org> <1295339759.2540.4.camel@kohr-ah> Message-ID: <4D36515A.5040408@kimp.org> Hi Alex, Thank you for that clarification. I went grepping for the PerlTaintCheck line in the config files, and it is nowhere to be found. I did find then -T option to perl under Mandriva's mod_perl config file, but it was already set to not be enabled. This is obviously distribution specific - I am not sure if a default has changed somewhere or what. I moved the RT installation to another server (Supposedly identical as well), and things are working fine there. Thank you for your input everyone, I'll leave it at that. Regards, Kim P On 2011-01-18 04:35, Alex Vandiver wrote: > On Tue, 2011-01-18 at 01:27 -0400, Kim Pedersen wrote: >> [error] Insecure dependency in chdir while running with -T switch at >> /usr/lib/perl5/5.10.1/File/Path.pm line 250.\nCompilation failed in >> require at (eval 2) line 1.\n > We don't support running RT under "taint mode." Remove the > PerlTaintCheck line from your mod_perl configuration. > - Alex > From pierre.buhas at duolog.com Wed Jan 19 09:09:38 2011 From: pierre.buhas at duolog.com (Pierre Buhas) Date: Wed, 19 Jan 2011 14:09:38 +0000 Subject: [rt-users] Email Queue Routing Message-ID: Hello, I am trying to customize one Scrip I found ( http://requesttracker.wikia.com/wiki/EmailRouting) .. Now what I would like to do is automatically routing and creating the ticket in the right queue by looking at a queues customField MailDomain where I store the domain name like: \@gmail\.com below .. How should I debug my modifications - See Option2 - there (it is not working yet...;-) ? Thanks #-------------------------- # Domains we want to move #-------------------------- # Option 1 - list the domains here # my %domain_map = ( # '\@gmail\.com' => "TESTGmail", # '\@free\.fr' => "TESTFree" # ); # Option 2 - get all domain from queues CF my %domain_map = (); my $queues = new RT::Queues(RT::SystemUser); foreach my $queue ($queues->Next) { $domain_map { $queue->FirstCustomFieldValue('MailDomain') } = $queue->Name; } #--------------------------------------------- #Check each of our defined domains for a match #--------------------------------------------- foreach my $domainKey (keys %domain_map ){ if($self->TicketObj->RequestorAddresses =~ /^.*?${domainKey}/) { # Domain matches - move to the right queue $self->TicketObj->SetQueue($domain_map{$domainKey}); } } Pierre -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Jan 19 10:04:03 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 19 Jan 2011 10:04:03 -0500 Subject: [rt-users] Secure RSS Feeds? In-Reply-To: <20110118162906.30226hswefbow41s@webmail.oregonstate.edu> References: <20110118162906.30226hswefbow41s@webmail.oregonstate.edu> Message-ID: <4D36FD63.3010500@bestpractical.com> On 18 Jan 2011 19:29, Lee Hughes wrote: > I'm testing the RSS feeds feature in RT and noticed that I can update > the feed results in my RSS reader without logging into RT. I'm guessing > this is related to the "NoAuth" that is embedded in the feed location > URL. Is there a way to secure all RT RSS feeds so that the user is > prompted for their credentials the first time they update the feed > during a browser/reader session? Feeds are secured by a secret auth token in the URL. They are authenticated for each user, and this way your feed reader doesn't need to handle authentication (which it can't possibly do in every case for every app). As such, feed URLs should be regarded as private. If a user believes their feed URLs compromised, they can reset their authentication token at the bottom of /User/Prefs.html. Thomas From kfcrocker at lbl.gov Wed Jan 19 13:42:23 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 19 Jan 2011 10:42:23 -0800 Subject: [rt-users] Email Queue Routing In-Reply-To: References: Message-ID: Pierre, Have you tried other methods? If all the email is coming into the same Queue, why not just move them to another Queue based on the CustomFiled Value (I'm assuming your using CommandByMail for that). I do this for several Queues. We have a "Triage" Queue that receives the email tickets and based on a CF value, moves the ticket to another Queue and even pre-assigns the owner based on another CF value. Kenn LBNL On Wed, Jan 19, 2011 at 6:09 AM, Pierre Buhas wrote: > Hello, > > I am trying to customize one Scrip I found ( > http://requesttracker.wikia.com/wiki/EmailRouting) .. > > Now what I would like to do is automatically routing and creating the > ticket in the right queue by looking at a queues > customField MailDomain where I store the domain name like: \@gmail\.com > below .. > > How should I debug my modifications - See Option2 - there (it is not > working yet...;-) ? > > Thanks > > #-------------------------- > # Domains we want to move > #-------------------------- > > # Option 1 - list the domains here > # my %domain_map = ( > # '\@gmail\.com' => "TESTGmail", > # '\@free\.fr' => "TESTFree" > # ); > > > # Option 2 - get all domain from queues CF > my %domain_map = (); > my $queues = new RT::Queues(RT::SystemUser); > foreach my $queue ($queues->Next) { > $domain_map { $queue->FirstCustomFieldValue('MailDomain') } = > $queue->Name; > } > > #--------------------------------------------- > #Check each of our defined domains for a match > #--------------------------------------------- > foreach my $domainKey (keys %domain_map ){ > if($self->TicketObj->RequestorAddresses =~ /^.*?${domainKey}/) { > # Domain matches - move to the right queue > $self->TicketObj->SetQueue($domain_map{$domainKey}); > } > } > > > > > Pierre > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From pierre.buhas at duolog.com Wed Jan 19 13:59:06 2011 From: pierre.buhas at duolog.com (Pierre Buhas) Date: Wed, 19 Jan 2011 18:59:06 +0000 Subject: [rt-users] Email Queue Routing In-Reply-To: References: Message-ID: Hi Kenneth, I suppose you are talking about a ticket CF. But in this case I presume you need to set this CF manually when it falls into your triage queue. Here I was thinking about a Queue CF that will be defining the email extension (like @bestpractical.com) so that all the tickets sent by the bestpractical guys are automatically moved from the triage queue to their queue (bestpractical queue here with my example).. this way there is not any manual steps for each ticket, only at the queue creation. The thing is I am uncertain with the usage of the API I am using for the queue CF .. All I could get is the doc from perldoc and examples on the net .. Is there a way to display some debug values ? Regards Pierre On 19 January 2011 18:42, Kenneth Crocker wrote: > Pierre, > > Have you tried other methods? If all the email is coming into the same > Queue, why not just move them to another Queue based on the CustomFiled > Value (I'm assuming your using CommandByMail for that). I do this for > several Queues. We have a "Triage" Queue that receives the email tickets and > based on a CF value, moves the ticket to another Queue and even pre-assigns > the owner based on another CF value. > > Kenn > LBNL > > > On Wed, Jan 19, 2011 at 6:09 AM, Pierre Buhas wrote: > >> Hello, >> >> I am trying to customize one Scrip I found ( >> http://requesttracker.wikia.com/wiki/EmailRouting) .. >> >> Now what I would like to do is automatically routing and creating the >> ticket in the right queue by looking at a queues >> customField MailDomain where I store the domain name like: \@gmail\.com >> below .. >> >> How should I debug my modifications - See Option2 - there (it is not >> working yet...;-) ? >> >> Thanks >> >> #-------------------------- >> # Domains we want to move >> #-------------------------- >> >> # Option 1 - list the domains here >> # my %domain_map = ( >> # '\@gmail\.com' => "TESTGmail", >> # '\@free\.fr' => "TESTFree" >> # ); >> >> >> # Option 2 - get all domain from queues CF >> my %domain_map = (); >> my $queues = new RT::Queues(RT::SystemUser); >> foreach my $queue ($queues->Next) { >> $domain_map { $queue->FirstCustomFieldValue('MailDomain') } = >> $queue->Name; >> } >> >> #--------------------------------------------- >> #Check each of our defined domains for a match >> #--------------------------------------------- >> foreach my $domainKey (keys %domain_map ){ >> if($self->TicketObj->RequestorAddresses =~ /^.*?${domainKey}/) { >> # Domain matches - move to the right queue >> $self->TicketObj->SetQueue($domain_map{$domainKey}); >> } >> } >> >> >> >> >> Pierre >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ajaxbro at yahoo.com Wed Jan 19 14:16:08 2011 From: ajaxbro at yahoo.com (adam brown) Date: Wed, 19 Jan 2011 11:16:08 -0800 (PST) Subject: [rt-users] Embed image in template email In-Reply-To: <634443.22592.qm@web34501.mail.mud.yahoo.com> Message-ID: <884029.57383.qm@web34508.mail.mud.yahoo.com> Any thoughts? ? --- On Thu, 1/13/11, adam brown wrote: From: adam brown Subject: [rt-users] Embed image in template email To: rt-users at lists.bestpractical.com Date: Thursday, January 13, 2011, 1:12 PM Is there a way to embed an image into the template email. I know how to attach the image through html, but want to embed it so outlook will always display it. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Jan 19 16:34:16 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 19 Jan 2011 13:34:16 -0800 Subject: [rt-users] Email Queue Routing In-Reply-To: References: Message-ID: List, Opps. On Wed, Jan 19, 2011 at 1:33 PM, Kenneth Crocker wrote: > Pierre, > > No, I was talking about a CF that is already set up with pre-defined values > "Select One". Each/or severl values can be used to correlate to a Support > Queue. > If you are using COmmandByMail, then a user can send an email with the > Custom Field as a command and the value is set. The scrip in the Triage > Queue receives the Email, validates (ExternalAuth, whatever), The scrip is > triggered because there is a Custom Field value and that scrip re-sets the > QueueID and anything else (ie. owner) you want when the ticket is actually > committed. > > Kenn > LBNL > > > On Wed, Jan 19, 2011 at 10:59 AM, Pierre Buhas wrote: > >> Hi Kenneth, >> >> I suppose you are talking about a ticket CF. But in this case I presume >> you need to set this CF manually when it falls into your triage queue. >> >> Here I was thinking about a Queue CF that will be defining the email >> extension (like @bestpractical.com) so that all the tickets sent by >> the bestpractical guys are automatically moved from the triage queue to >> their queue (bestpractical queue here with my example).. this way there is >> not any manual steps for each ticket, only at the queue creation. >> >> The thing is I am uncertain with the usage of the API I am using for the >> queue CF .. All I could get is the doc from perldoc and examples on the net >> .. Is there a way to display some debug values ? >> >> Regards >> >> Pierre >> >> >> >> >> On 19 January 2011 18:42, Kenneth Crocker wrote: >> >>> Pierre, >>> >>> Have you tried other methods? If all the email is coming into the same >>> Queue, why not just move them to another Queue based on the CustomFiled >>> Value (I'm assuming your using CommandByMail for that). I do this for >>> several Queues. We have a "Triage" Queue that receives the email tickets and >>> based on a CF value, moves the ticket to another Queue and even pre-assigns >>> the owner based on another CF value. >>> >>> Kenn >>> LBNL >>> >>> >>> On Wed, Jan 19, 2011 at 6:09 AM, Pierre Buhas wrote: >>> >>>> Hello, >>>> >>>> I am trying to customize one Scrip I found ( >>>> http://requesttracker.wikia.com/wiki/EmailRouting) .. >>>> >>>> Now what I would like to do is automatically routing and creating the >>>> ticket in the right queue by looking at a queues >>>> customField MailDomain where I store the domain name like: \@gmail\.com >>>> below .. >>>> >>>> How should I debug my modifications - See Option2 - there (it is not >>>> working yet...;-) ? >>>> >>>> Thanks >>>> >>>> #-------------------------- >>>> # Domains we want to move >>>> #-------------------------- >>>> >>>> # Option 1 - list the domains here >>>> # my %domain_map = ( >>>> # '\@gmail\.com' => "TESTGmail", >>>> # '\@free\.fr' => "TESTFree" >>>> # ); >>>> >>>> >>>> # Option 2 - get all domain from queues CF >>>> my %domain_map = (); >>>> my $queues = new RT::Queues(RT::SystemUser); >>>> foreach my $queue ($queues->Next) { >>>> $domain_map { $queue->FirstCustomFieldValue('MailDomain') } = >>>> $queue->Name; >>>> } >>>> >>>> #--------------------------------------------- >>>> #Check each of our defined domains for a match >>>> #--------------------------------------------- >>>> foreach my $domainKey (keys %domain_map ){ >>>> if($self->TicketObj->RequestorAddresses =~ /^.*?${domainKey}/) { >>>> # Domain matches - move to the right queue >>>> $self->TicketObj->SetQueue($domain_map{$domainKey}); >>>> } >>>> } >>>> >>>> >>>> >>>> >>>> Pierre >>>> >>>> >>> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Jan 19 16:43:48 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 19 Jan 2011 16:43:48 -0500 Subject: [rt-users] Email Queue Routing In-Reply-To: References: Message-ID: <20110119214348.GF731@jibsheet.com> On Wed, Jan 19, 2011 at 02:09:38PM +0000, Pierre Buhas wrote: > my %domain_map = (); > my $queues = new RT::Queues(RT::SystemUser); > foreach my $queue ($queues->Next) { > $domain_map { $queue->FirstCustomFieldValue('MailDomain') } = $queue->Name; > } That really wants to be a while ( my $queue = $queues->Next ) { The new is really old-style but should be fine -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From naresh at hewittandmay.com Wed Jan 19 17:59:16 2011 From: naresh at hewittandmay.com (Naresh Maharaj) Date: Wed, 19 Jan 2011 22:59:16 +0000 Subject: [rt-users] RT: Use of uninitialized value in lc at /usr/local/share/perl5/HTML/Mason/ApacheHandler.pm line 914 Message-ID: All We recently did a new install and have been having the same Warning in the apache logs ever since. This is where the issue starts: Logs: Jan 9 12:20:29 srikrsna yum[15593]: Installed: perl-Apache-DBI-1.09-1.fc14.noarch Jan 9 12:21:26 srikrsna RT: Use of uninitialized value in lc at /usr/local/share/perl5/HTML/Mason/ApacheHandler.pm line 914. (/usr/local/share/perl5/HTML/Mason/ApacheHandler.pm:914) Line 914 below highlighted with **** sub _apache_request_object { my $self = shift; # We need to be careful to never assign a new apache (subclass) # object to $r or we will leak memory, at least with mp1. my $new_r = APACHE2 ? $_[0] : HTML::Mason::Apache::Request->new( $_[0] ); my $r_sub; *** if ( lc $_[0]->dir_config('Filter') eq 'on' ) { die "To use Apache::Filter with Mason you must have at least version 1.021 of Apache::Filter\n" unless Apache::Filter->VERSION >= 1.021; $r_sub = $do_filter; } else { $r_sub = $no_filter; } my $apreq_instance = APACHE2 ? sub { Apache2::Request->new( $_[0] ) } : sub { $_[0] }; return $r_sub->( $self->args_method eq 'mod_perl' ? $apreq_instance->( $new_r ) : $new_r ); } have seen the following post but could not see a solution: http://www.gossamer-threads.com/lists/rt/users/96670 Does anyone know how I might be able to resolve this Kind regards Naresh Maharaj, Hewitt & May (Shirtmakers) Ltd email: info at hewittandmay.com web: http://www.hewittandmay.co.uk -------------- next part -------------- An HTML attachment was scrubbed... URL: From betovaz at gmail.com Wed Jan 19 18:05:22 2011 From: betovaz at gmail.com (Alberto Vazquez) Date: Wed, 19 Jan 2011 15:05:22 -0800 Subject: [rt-users] Manually creating a user in RT's db (MySQL) Message-ID: Guys, I am new to RT and a novice on MySQL. Currently, we do not allow auto create for external senders to any of our Q's, but one of our departments want to use RT to start receiving emails (tickets) from an external source. My questions is, if I create this external entity in the RT database, would RT accept that, and if so, how in the heck do I create that entry in MySQL, with the right permissions? Many thanks ... -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Wed Jan 19 18:10:00 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 19 Jan 2011 18:10:00 -0500 Subject: [rt-users] [Rt-announce] Security vulnerability in RT 3.0 and up Message-ID: <1295478600.2540.139.camel@kohr-ah> All released versions of RT from 3.0.0 through 3.8.9rc1 use an insecure hashing algorithm to store user passwords. If an attacker is able to gain read access to RT's database, it would be possible for the attacker to brute-force the hash and discover users' passwords. CVE-2011-0009 has been assigned to this vulnerability. This vulnerability may affect you even if your RT instance authenticates against an external source. If your RT instance has ever stored user passwords in the database, their presence is a risk. For releases prior to RT 3.8.9, we've built an extension called RT::Extension::SaltedPasswords to mitigate this. This extension alters RT's functionality to use salted SHA-256 to store passwords instead of RT's current default. It also includes a tool to detect and upgrade all existing MD5 passwords to the new SHA-256 storage format. We've tested this extension with recent releases of RT 3.6 and RT 3.8. You can download this extension from: http://download.bestpractical.com/pub/rt/release/RT-Extension-SaltedPasswords-1.1.tar.gz http://download.bestpractical.com/pub/rt/release/RT-Extension-SaltedPasswords-1.1.tar.gz.asc sha1sums: 686882212e757d18c10455a0051c1f3fed0b0d9d RT-Extension-SaltedPasswords-1.1.tar.gz b95e3c3089fb27cf730be01bcf29dc57ecd3a32b RT-Extension-SaltedPasswords-1.1.tar.gz.asc RT 3.8.9rc2 and 4.0.0rc4, to be released today, also close this vulnerability by moving to a password storage based on salted SHA hashes. The former uses SHA-256 with a four-byte salt, identical to what the above extension provides; the latter extends the size of the password field and uses SHA-512 with a 16-byte salt. We are additionally considering moving RT 4.0 to the same multiple-round SHA-512 algorithm that modern Linux crypt() uses. We wish to thank Chris Ball for bringing this to our attention in a diligent and professional manner. If you need help resolving this issue locally, please contact us at sales at bestpractical.com for more information. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: This is a digitally signed message part URL: -------------- next part -------------- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From falcone at bestpractical.com Wed Jan 19 18:44:04 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 19 Jan 2011 18:44:04 -0500 Subject: [rt-users] Manually creating a user in RT's db (MySQL) In-Reply-To: References: Message-ID: <20110119234404.GG731@jibsheet.com> On Wed, Jan 19, 2011 at 03:05:22PM -0800, Alberto Vazquez wrote: > Guys, > I am new to RT and a novice on MySQL. Currently, we do not allow auto create for external > senders to any of our Q's, but one of our departments want to use RT to start receiving emails > (tickets) from an external source. > My questions is, if I create this external entity in the RT database, would RT accept that, > and if so, how in the heck do I create that entry in MySQL, with the right permissions? You should be able to do this from Configuration -> Users -> Create -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From joe.casadonte at oracle.com Wed Jan 19 18:44:29 2011 From: joe.casadonte at oracle.com (joe.casadonte at oracle.com) Date: Wed, 19 Jan 2011 15:44:29 -0800 (PST) Subject: [rt-users] Auto Reply: Re: Manually creating a user in RT's db (MySQL) Message-ID: <2e244c23-6bbf-4a1c-80d8-012749d5a906@default> I will be out of the office on Thursday, January 20th. I will not be checking voicemail or email. Please open a ticket with the otm-enginf team or contact Paul Hamill if you have any immediate needs. Otherwise I'll get back to you when I return. From JKoermer at prg.com Wed Jan 19 19:02:35 2011 From: JKoermer at prg.com (Jennifer Koermer) Date: Thu, 20 Jan 2011 00:02:35 +0000 Subject: [rt-users] Template Help Message-ID: <0DB62BF0BA7246409E50F16FC002E56240E18606@mb1.prg.com> I'm using the following template to create an approval ticket. I would like to include the following lines into the ticket: Click on the link below to send an approval email: mailto:rt at domain.com?subject=%5B{$rtname}%20#{$Ticket->id()}%5D&body=%20Status:%20resolved Click on the link below to send a rejection email: mailto:rt at domain.com?subject=%5B{$rtname}%20#{$Ticket->id()}%5D&body=%20Status:%20rejected I am getting the following error: Click on the link below to send an approval email: mailto:rt at domain.com?subject=%5B%20#Can't call method "id" on an undefined value at template line 29. Stack: [template:29] [/usr/lib/rt/RT/Action/CreateTickets.pm:667] [/usr/lib/rt/RT/Action/CreateTickets.pm:366] [/usr/lib/rt/RT/Action/CreateTickets.pm:303] [/usr/lib/rt/RT/ScripAction_Overlay.pm:238] [/usr/lib/rt/RT/Scrip_Overlay.pm:464] [/usr/lib/rt/RT/Scrips_Overlay.pm:196] [/usr/lib/rt/RT/Scrips_Overlay.pm:175] [/usr/lib/rt/RT/Ticket_Overlay.pm:3186] [/var/rt/html/Ticket/Create.html:392] [/var/rt/html/autohandler:311] %5D&body=%20Status:%20resolved Is there a way to get the id of the ticket that will be created with the template? Please help, the ability to just be able to click on the link instead of worrying about formatting would be a great addition to the approval queue. It works with correspondence and comments. Here is my Template: ===Create-Ticket: approval Queue: ___Approvals Type: approval AdminCc: {$Tickets{'TOP'}->FirstCustomFieldValue('OracleApprovers')}; Cc: username at domain.com Depended-On-By: TOP Refers-To: TOP CF-ApprovalType: Oracle Due: {time + 86400} Subject: Oracle Approval for ticket: {$Tickets{"TOP"}->Id} - {$Tickets{"TOP"}->Subject} Content: Your approval is required to grant access to Oracle for {$Tickets{'TOP'}->FirstCustomFieldValue('UserDisplayName')} To respond to this request, please click the following link to access your pending approvals: http://rt.domain.com/Approvals OR You may submit your response via e-mail. To do so, reply to this message with one of the following responses in the body of the message: To approve: Status: Resolved To reject: Status: Rejected To view the original request, follow this link: {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Tickets{'TOP'}->Id} ________________________________________________________ The actual approval request is below: {$Tickets{'TOP'}->Transactions->First->Content()} ENDOFCONTENT From pierre.buhas at duolog.com Thu Jan 20 04:14:05 2011 From: pierre.buhas at duolog.com (Pierre Buhas) Date: Thu, 20 Jan 2011 09:14:05 +0000 Subject: [rt-users] Email Queue Routing In-Reply-To: <20110119214348.GF731@jibsheet.com> References: <20110119214348.GF731@jibsheet.com> Message-ID: This is my loop on the queues which is not working.. my $queues = new RT::Queues(RT::SystemUser); foreach my $queue ($queues->Next) { there must be some mistake above. Is the creation of my variable $queues correct ? I also tried the following: my $queues = new RT::Queues(RT::SystemUser); while ( my $queue = $queues->Next ) { but it did not work better. So that's why I suspect this is the way I get the list of queues which is not the way it should be.. Any idea ? Thanks Pierre BUHAS +353 1 217 8422 Duolog Technologies On 19 January 2011 21:43, Kevin Falcone wrote: > On Wed, Jan 19, 2011 at 02:09:38PM +0000, Pierre Buhas wrote: > > my %domain_map = (); > > my $queues = new RT::Queues(RT::SystemUser); > > foreach my $queue ($queues->Next) { > > $domain_map { $queue->FirstCustomFieldValue('MailDomain') } = > $queue->Name; > > } > > That really wants to be a while ( my $queue = $queues->Next ) { > > The new is really old-style but should be fine > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Raed.El-Hames at daisygroupplc.com Thu Jan 20 06:10:18 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Thu, 20 Jan 2011 11:10:18 +0000 Subject: [rt-users] Email Queue Routing In-Reply-To: References: <20110119214348.GF731@jibsheet.com> Message-ID: <892593C9CA8E25458C440A63DDC6774D084A3A@DG-HEXMBX02.daisy.group> Pierre: my $queues = new RT::Queues(RT::SystemUser); is fine but you need to limit Just add $queues->UnLimit; my $queues = new RT::Queues(RT::SystemUser); $queues->UnLimit; foreach my $queue ($queues->Next) { } By the way , a comment on your next bit, I am just curious why you build a hash , then you go through it looking for a match?? Why don't you do foreach my $queue ($queues->Next) { my $blah = $queue->FirstCustomFieldValue('MailDomain') ; If ($self->TicketObj->RequestorAddresses =~ /^.*?${$blah}/) { $self->TicketObj->SetQueue($queue->id); return; } } Roy From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Pierre Buhas Sent: 20 January 2011 09:14 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Email Queue Routing This is my loop on the queues which is not working.. my $queues = new RT::Queues(RT::SystemUser); foreach my $queue ($queues->Next) { there must be some mistake above. Is the creation of my variable $queues correct ? I also tried the following: my $queues = new RT::Queues(RT::SystemUser); while ( my $queue = $queues->Next ) { but it did not work better. So that's why I suspect this is the way I get the list of queues which is not the way it should be.. Any idea ? Thanks Pierre BUHAS +353 1 217 8422 Duolog Technologies On 19 January 2011 21:43, Kevin Falcone > wrote: On Wed, Jan 19, 2011 at 02:09:38PM +0000, Pierre Buhas wrote: > my %domain_map = (); > my $queues = new RT::Queues(RT::SystemUser); > foreach my $queue ($queues->Next) { > $domain_map { $queue->FirstCustomFieldValue('MailDomain') } = $queue->Name; > } That really wants to be a while ( my $queue = $queues->Next ) { The new is really old-style but should be fine -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From drasar at ics.muni.cz Thu Jan 20 09:51:16 2011 From: drasar at ics.muni.cz (Martin Drasar) Date: Thu, 20 Jan 2011 15:51:16 +0100 Subject: [rt-users] Two separate tickets for one mail Message-ID: <4D384BE4.3080703@ics.muni.cz> Hello everyone, I would like to ask you how I can create two tickets from one mail. The reason is that we often receive copyright infringment notices and then follow this workflow: - autoreply to complainant that we have taken care of it - contact the administrator that is responsible for the part of network the infringement took place in - wait for the administrator to do his job - close the ticket after receiving reply from administrator Our network is part of a bigger network and many mails that end up in our abuse inbox end up also in the abuse inbox for the bigger network. We used to add them to CC of the mail that goes to complainant so that they can close their ticket. However, they started in good faith to reply to that mail and their reply is resent to the administrator mentioned before, which is something we do not want. We have figured that the most sytematic solution would be to create two tickets in such cases. One ticket for communication with external entities and one for internal communication. I am not sure how exactly to do it and if it is really that good idea though. Does anyone of you have simillar setup? What and how would you suggest to do it? Thanks, Martin -- Mgr. Martin Drasar drasar at ics.muni.cz CSIRT-MU, Network Security Department http://www.muni.cz/csirt Institute of Computer Science, Masaryk University, Brno, Czech Republic PGP Key ID: 0xB2761CDE From steve.anderson at bipsolutions.com Thu Jan 20 10:00:39 2011 From: steve.anderson at bipsolutions.com (Steve Anderson) Date: Thu, 20 Jan 2011 15:00:39 +0000 Subject: [rt-users] Two separate tickets for one mail In-Reply-To: <4D384BE4.3080703@ics.muni.cz> References: <4D384BE4.3080703@ics.muni.cz> Message-ID: One option is to use a scrip tied to the creation of a ticket. We've got a workflow on our advert management queue, which creates a child ticket to remove an advert. It checks for Set-Removal: followed by a unix timestamp, and if it exist, a child ticket is created. There's a snippet of the code below. It's in Custom action preparation code. Condition on create, action user defined. if( $content =~ m/^\QSet-Removal:\E\s*(\S+)\s*$/m ) { my $removaldate = RT::Date->new($RT::SystemUser); my $starts = RT::Date->new($RT::SystemUser); $removaldate->Set(Format=>'unix', Value=>$1); my $rdate=$removaldate->ISO; $starts->Set(Format=>'unix', Value=>$removaldate->AddDays(-7)); my $childticket=new RT::Ticket($RT::SystemUser); $childticket->Create(Queue=>"WebChange", Requestor=>$self->TicketObj->RequestorAddresses, Subject=>"Remove Advert", Due=>$rdate, Starts=>$starts->ISO ); $childticket->AddLink(Type=>"MemberOf",Target=>$self->TicketObj->id) } Steve Anderson -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Martin Drasar Sent: 20 January 2011 14:51 To: rt-users at lists.bestpractical.com Subject: [rt-users] Two separate tickets for one mail Hello everyone, I would like to ask you how I can create two tickets from one mail. The reason is that we often receive copyright infringment notices and then follow this workflow: - autoreply to complainant that we have taken care of it - contact the administrator that is responsible for the part of network the infringement took place in - wait for the administrator to do his job - close the ticket after receiving reply from administrator Our network is part of a bigger network and many mails that end up in our abuse inbox end up also in the abuse inbox for the bigger network. We used to add them to CC of the mail that goes to complainant so that they can close their ticket. However, they started in good faith to reply to that mail and their reply is resent to the administrator mentioned before, which is something we do not want. We have figured that the most sytematic solution would be to create two tickets in such cases. One ticket for communication with external entities and one for internal communication. I am not sure how exactly to do it and if it is really that good idea though. Does anyone of you have simillar setup? What and how would you suggest to do it? Thanks, Martin -- Mgr. Martin Drasar drasar at ics.muni.cz CSIRT-MU, Network Security Department http://www.muni.cz/csirt Institute of Computer Science, Masaryk University, Brno, Czech Republic PGP Key ID: 0xB2761CDE ______________________________________________ This email has been scanned by Netintelligence http://www.netintelligence.com/email BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. **************************************************************************** This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. **************************************************************************** From drasar at ics.muni.cz Thu Jan 20 11:03:02 2011 From: drasar at ics.muni.cz (Martin Drasar) Date: Thu, 20 Jan 2011 17:03:02 +0100 Subject: [rt-users] Two separate tickets for one mail In-Reply-To: References: <4D384BE4.3080703@ics.muni.cz> Message-ID: <4D385CB6.7000108@ics.muni.cz> Dne 20.1.2011 16:00, Steve Anderson napsal(a): > One option is to use a scrip tied to the creation of a ticket. > > We've got a workflow on our advert management queue, which creates a child ticket to remove an advert. It checks for Set-Removal: followed by a unix timestamp, and if it exist, a child ticket is created. There's a snippet of the code below. It's in Custom action preparation code. Condition on create, action user defined. > > > > if( $content =~ m/^\QSet-Removal:\E\s*(\S+)\s*$/m ) { > my $removaldate = RT::Date->new($RT::SystemUser); > my $starts = RT::Date->new($RT::SystemUser); > $removaldate->Set(Format=>'unix', Value=>$1); > my $rdate=$removaldate->ISO; > $starts->Set(Format=>'unix', Value=>$removaldate->AddDays(-7)); > my $childticket=new RT::Ticket($RT::SystemUser); > $childticket->Create(Queue=>"WebChange", > Requestor=>$self->TicketObj->RequestorAddresses, > Subject=>"Remove Advert", > Due=>$rdate, > Starts=>$starts->ISO > ); > $childticket->AddLink(Type=>"MemberOf",Target=>$self->TicketObj->id) > } > > > Steve Anderson Hi Steve, thanks for the code, it looks good. I think that it should be pretty straightforward from now. Martin -- Mgr. Martin Drasar drasar at ics.muni.cz CSIRT-MU, Network Security Department http://www.muni.cz/csirt Institute of Computer Science, Masaryk University, Brno, Czech Republic PGP Key ID: 0xB2761CDE From jnarins at seniorbridge.com Thu Jan 20 11:29:12 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Thu, 20 Jan 2011 11:29:12 -0500 Subject: [rt-users] JSGantt question Message-ID: First, thanks to RT, and thanks to the contributor to the JSGantt extension. It has impressed management and it is going to give them more than they expected, in terms of seeing what is going on, what has been going on, and estimating what is going to be happening, and how soon. I need to modify JSGantt a bit, because my tickets are really keyed off Estimated Work Hours and Priorities. So, the estimated start date for my 4th highest priority ticket is based on the amount of business hours it is expected my first three tickets to take, and the estimated completion date of my 4th highest priority ticket is some time after that. If the ticket is estimated to take 40 hours, then the completion date should be 1 week later than the calculated start date. I also want the Gantt chart to have some markings on each day the ticket is worked. I have the team use Tools->My Day at the end of each day and, even if they don't add a comment, I make sure it is recorded as a transaction (the comment defaults to "No Comment", which leads to the right code path). Maybe even proportional to the number of hours entered. I think changing the "% Comp." field to be 100*((Est. Hours - Hours Worked)/Est. Hours) should be pretty easy, and I just have to configure something to send me an email when Hours Worked becomes greater than Hours Estimated. If anyone has made some modifications like this, please let me know before I begin. Thanks in advance, Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From betovaz at gmail.com Thu Jan 20 11:49:50 2011 From: betovaz at gmail.com (Alberto Vazquez) Date: Thu, 20 Jan 2011 08:49:50 -0800 Subject: [rt-users] Manually creating a user in RT's db (MySQL) In-Reply-To: <20110119234404.GG731@jibsheet.com> References: <20110119234404.GG731@jibsheet.com> Message-ID: Thank you Sir, I will give it a try. I was under the impression that this is for users with the need to access RT, since this external just needs to be able to send an email to RT and get a ticket create. I will give a shot and see if it does the trick. I will let you know how it tuns out. Alberto On Wed, Jan 19, 2011 at 3:44 PM, Kevin Falcone wrote: > On Wed, Jan 19, 2011 at 03:05:22PM -0800, Alberto Vazquez wrote: > > Guys, > > I am new to RT and a novice on MySQL. Currently, we do not allow auto > create for external > > senders to any of our Q's, but one of our departments want to use RT > to start receiving emails > > (tickets) from an external source. > > My questions is, if I create this external entity in the RT database, > would RT accept that, > > and if so, how in the heck do I create that entry in MySQL, with the > right permissions? > > You should be able to do this from Configuration -> Users -> Create > > -kevin > -- Alberto Vazquez-Dzul Email: betovaz at gmail.com Mobile: (805) 444-0835 GVoice: (805) 768-4798 -------------- next part -------------- An HTML attachment was scrubbed... URL: From nicolas.guiot at risc-group.com Thu Jan 20 11:54:43 2011 From: nicolas.guiot at risc-group.com (Nicolas GUIOT) Date: Thu, 20 Jan 2011 17:54:43 +0100 Subject: [rt-users] Manually creating a user in RT's db (MySQL) In-Reply-To: References: <20110119234404.GG731@jibsheet.com> Message-ID: <20110120175443.4a9f6c11@lapcolas> We usually setup our RT mail server to accept emails only from domain/user that are allowed to. In exim, we have an acl looking like this : drop !senders = ?*@mydomain.com:my_allowed_used at hisdomain.com On Thu, 20 Jan 2011 08:49:50 -0800 Alberto Vazquez wrote: > Thank you Sir, I will give it a try. I was under the impression that > this is for users with the need to access RT, since this external > just needs to be able to send an email to RT and get a ticket create. > > I will give a shot and see if it does the trick. I will let you know > how it tuns out. > > Alberto > > On Wed, Jan 19, 2011 at 3:44 PM, Kevin Falcone > wrote: > > > On Wed, Jan 19, 2011 at 03:05:22PM -0800, Alberto Vazquez wrote: > > > Guys, > > > I am new to RT and a novice on MySQL. Currently, we do not > > > allow auto > > create for external > > > senders to any of our Q's, but one of our departments want to > > > use RT > > to start receiving emails > > > (tickets) from an external source. > > > My questions is, if I create this external entity in the RT > > > database, > > would RT accept that, > > > and if so, how in the heck do I create that entry in MySQL, > > > with the > > right permissions? > > > > You should be able to do this from Configuration -> Users -> Create > > > > -kevin > > > > > -- Nicolas GUIOT Risc Group - Service Production Exploitation Alcatel/CTI - Av. du Gal de Gaulle 45140 ORMES - FRANCE Tel : (+33) 2 38 71 84 98 Fax : (+33) 2 38 75 76 92 From betovaz at gmail.com Thu Jan 20 11:58:48 2011 From: betovaz at gmail.com (Alberto Vazquez) Date: Thu, 20 Jan 2011 08:58:48 -0800 Subject: [rt-users] Manually creating a user in RT's db (MySQL) In-Reply-To: <20110120175443.4a9f6c11@lapcolas> References: <20110119234404.GG731@jibsheet.com> <20110120175443.4a9f6c11@lapcolas> Message-ID: Cool, quick question. Which file do I need to modify? Thanks, Alberto On Thu, Jan 20, 2011 at 8:54 AM, Nicolas GUIOT wrote: > We usually setup our RT mail server to accept emails only from domain/user > that are allowed to. > In exim, we have an acl looking like this : > > drop > !senders = ?*@mydomain.com:my_allowed_used at hisdomain.com > > On Thu, 20 Jan 2011 08:49:50 -0800 > Alberto Vazquez wrote: > > > Thank you Sir, I will give it a try. I was under the impression that > > this is for users with the need to access RT, since this external > > just needs to be able to send an email to RT and get a ticket create. > > > > I will give a shot and see if it does the trick. I will let you know > > how it tuns out. > > > > Alberto > > > > On Wed, Jan 19, 2011 at 3:44 PM, Kevin Falcone > > wrote: > > > > > On Wed, Jan 19, 2011 at 03:05:22PM -0800, Alberto Vazquez wrote: > > > > Guys, > > > > I am new to RT and a novice on MySQL. Currently, we do not > > > > allow auto > > > create for external > > > > senders to any of our Q's, but one of our departments want to > > > > use RT > > > to start receiving emails > > > > (tickets) from an external source. > > > > My questions is, if I create this external entity in the RT > > > > database, > > > would RT accept that, > > > > and if so, how in the heck do I create that entry in MySQL, > > > > with the > > > right permissions? > > > > > > You should be able to do this from Configuration -> Users -> Create > > > > > > -kevin > > > > > > > > > > > > > -- > Nicolas GUIOT > Risc Group - Service Production Exploitation > Alcatel/CTI - Av. du Gal de Gaulle > 45140 ORMES - FRANCE > Tel : (+33) 2 38 71 84 98 > Fax : (+33) 2 38 75 76 92 > -- Alberto Vazquez-Dzul Email: betovaz at gmail.com Mobile: (805) 444-0835 GVoice: (805) 768-4798 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jan 20 12:00:33 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 20 Jan 2011 12:00:33 -0500 Subject: [rt-users] Manually creating a user in RT's db (MySQL) In-Reply-To: References: <20110119234404.GG731@jibsheet.com> Message-ID: <20110120170033.GH731@jibsheet.com> On Thu, Jan 20, 2011 at 08:49:50AM -0800, Alberto Vazquez wrote: > Thank you Sir, I will give it a try. I was under the impression that this is for users with > the need to access RT, since this external just needs to be able to send an email to RT and > get a ticket create. Anyone who sends mail to RT gets a user account. If you're limiting ticket creation to existing accounts, you will need to create a user that doesn't have a password and isn't allowed to be granted rights but does have an email address. -kevin > I will give a shot and see if it does the trick. I will let you know how it tuns out. > Alberto > > On Wed, Jan 19, 2011 at 3:44 PM, Kevin Falcone <[1]falcone at bestpractical.com> wrote: > > On Wed, Jan 19, 2011 at 03:05:22PM -0800, Alberto Vazquez wrote: > > Guys, > > I am new to RT and a novice on MySQL. Currently, we do not allow auto create for external > > senders to any of our Q's, but one of our departments want to use RT to start receiving > emails > > (tickets) from an external source. > > My questions is, if I create this external entity in the RT database, would RT accept > that, > > and if so, how in the heck do I create that entry in MySQL, with the right permissions? > > You should be able to do this from Configuration -> Users -> Create > -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From naresh at hewittandmay.com Thu Jan 20 12:07:25 2011 From: naresh at hewittandmay.com (naresh at hewittandmay.com) Date: Thu, 20 Jan 2011 17:07:25 +0000 Subject: [rt-users] Fw: RT: Use of uninitialized value in lc at/usr/local/share/perl5/HTML/Mason/ApacheHandler.pm line 914 Message-ID: <501804918-1295543433-cardhu_decombobulator_blackberry.rim.net-1374132091-@b16.c2.bise7.blackberry> Hi Does anyone have thoughts on this warning message in the httpd logs Kind regards Naresh ------------------ -----Original Message----- From: Naresh Maharaj Sender: rt-users-bounces at lists.bestpractical.com Date: Wed, 19 Jan 2011 22:59:16 To: Subject: [rt-users] RT: Use of uninitialized value in lc at /usr/local/share/perl5/HTML/Mason/ApacheHandler.pm line 914 All We recently did a new install and have been having the same Warning in the apache logs ever since. This is where the issue starts: Logs: Jan 9 12:20:29 srikrsna yum[15593]: Installed: perl-Apache-DBI-1.09-1.fc14.noarch Jan 9 12:21:26 srikrsna RT: Use of uninitialized value in lc at /usr/local/share/perl5/HTML/Mason/ApacheHandler.pm line 914. (/usr/local/share/perl5/HTML/Mason/ApacheHandler.pm:914) Line 914 below highlighted with **** sub _apache_request_object { my $self = shift; # We need to be careful to never assign a new apache (subclass) # object to $r or we will leak memory, at least with mp1. my $new_r = APACHE2 ? $_[0] : HTML::Mason::Apache::Request->new( $_[0] ); my $r_sub; *** if ( lc $_[0]->dir_config('Filter') eq 'on' ) { die "To use Apache::Filter with Mason you must have at least version 1.021 of Apache::Filter\n" unless Apache::Filter->VERSION >= 1.021; $r_sub = $do_filter; } else { $r_sub = $no_filter; } my $apreq_instance = APACHE2 ? sub { Apache2::Request->new( $_[0] ) } : sub { $_[0] }; return $r_sub->( $self->args_method eq 'mod_perl' ? $apreq_instance->( $new_r ) : $new_r ); } have seen the following post but could not see a solution: http://www.gossamer-threads.com/lists/rt/users/96670 Does anyone know how I might be able to resolve this Kind regards Naresh Maharaj, Hewitt & May (Shirtmakers) Ltd email: info at hewittandmay.com web: http://www.hewittandmay.co.uk -------------- next part -------------- An HTML attachment was scrubbed... URL: From JKoermer at prg.com Thu Jan 20 13:06:42 2011 From: JKoermer at prg.com (Jennifer Koermer) Date: Thu, 20 Jan 2011 18:06:42 +0000 Subject: [rt-users] Template Help Message-ID: <0DB62BF0BA7246409E50F16FC002E56240E3267E@mb1.prg.com> I'd still be interested in using this if there was an easy way to deal with this. I ended up creating a custom scrip and template in the __Approvals queue. I've added the line below to the template and it now allows people to just click on the link to send a pre-formatted email. -----Original Message----- From: Jennifer Koermer Sent: Wednesday, January 19, 2011 7:03 PM To: rt-users at lists.bestpractical.com Subject: Template Help I'm using the following template to create an approval ticket. I would like to include the following lines into the ticket: Click on the link below to send an approval email: mailto:rt at domain.com?subject=%5B{$rtname}%20#{$Ticket->id()}%5D&body=%20Status:%20resolved Click on the link below to send a rejection email: mailto:rt at domain.com?subject=%5B{$rtname}%20#{$Ticket->id()}%5D&body=%20Status:%20rejected I am getting the following error: Click on the link below to send an approval email: mailto:rt at domain.com?subject=%5B%20#Can't call method "id" on an undefined value at template line 29. Stack: [template:29] [/usr/lib/rt/RT/Action/CreateTickets.pm:667] [/usr/lib/rt/RT/Action/CreateTickets.pm:366] [/usr/lib/rt/RT/Action/CreateTickets.pm:303] [/usr/lib/rt/RT/ScripAction_Overlay.pm:238] [/usr/lib/rt/RT/Scrip_Overlay.pm:464] [/usr/lib/rt/RT/Scrips_Overlay.pm:196] [/usr/lib/rt/RT/Scrips_Overlay.pm:175] [/usr/lib/rt/RT/Ticket_Overlay.pm:3186] [/var/rt/html/Ticket/Create.html:392] [/var/rt/html/autohandler:311] %5D&body=%20Status:%20resolved Is there a way to get the id of the ticket that will be created with the template? Please help, the ability to just be able to click on the link instead of worrying about formatting would be a great addition to the approval queue. It works with correspondence and comments. Here is my Template: ===Create-Ticket: approval Queue: ___Approvals Type: approval AdminCc: {$Tickets{'TOP'}->FirstCustomFieldValue('OracleApprovers')}; Cc: username at domain.com Depended-On-By: TOP Refers-To: TOP CF-ApprovalType: Oracle Due: {time + 86400} Subject: Oracle Approval for ticket: {$Tickets{"TOP"}->Id} - {$Tickets{"TOP"}->Subject} Content: Your approval is required to grant access to Oracle for {$Tickets{'TOP'}->FirstCustomFieldValue('UserDisplayName')} To respond to this request, please click the following link to access your pending approvals: http://rt.domain.com/Approvals OR You may submit your response via e-mail. To do so, reply to this message with one of the following responses in the body of the message: To approve: Status: Resolved To reject: Status: Rejected To view the original request, follow this link: {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Tickets{'TOP'}->Id} ________________________________________________________ The actual approval request is below: {$Tickets{'TOP'}->Transactions->First->Content()} ENDOFCONTENT From ajaxbro at yahoo.com Thu Jan 20 13:26:06 2011 From: ajaxbro at yahoo.com (adam brown) Date: Thu, 20 Jan 2011 10:26:06 -0800 (PST) Subject: [rt-users] Template Help In-Reply-To: <0DB62BF0BA7246409E50F16FC002E56240E3267E@mb1.prg.com> Message-ID: <874597.74935.qm@web34503.mail.mud.yahoo.com> Did you try just {$Ticket->id}? Works for me. ? ? ?????????????? Request {$Ticket->id} was been created on {$Transaction->CreatedAsString} ? --- On Thu, 1/20/11, Jennifer Koermer wrote: From: Jennifer Koermer Subject: Re: [rt-users] Template Help To: "rt-users at lists.bestpractical.com" Date: Thursday, January 20, 2011, 1:06 PM I'd still be interested in using this if there was an easy way to deal with this.? I ended up creating a custom scrip and template in the __Approvals queue.? I've added the line below to the template and it now allows people to just click on the link to send a pre-formatted email. -----Original Message----- From: Jennifer Koermer Sent: Wednesday, January 19, 2011 7:03 PM To: rt-users at lists.bestpractical.com Subject: Template Help I'm using the following template to create an approval ticket.? I would like to include the following lines into the ticket: Click on the link below to send an approval email: mailto:rt at domain.com?subject=%5B{$rtname}%20#{$Ticket->id()}%5D&body=%20Status:%20resolved Click on the link below to send a rejection email: mailto:rt at domain.com?subject=%5B{$rtname}%20#{$Ticket->id()}%5D&body=%20Status:%20rejected I am getting the following error: Click on the link below to send an approval email: mailto:rt at domain.com?subject=%5B%20#Can't call method "id" on an undefined value at template line 29. Stack: ? [template:29] ? [/usr/lib/rt/RT/Action/CreateTickets.pm:667] ? [/usr/lib/rt/RT/Action/CreateTickets.pm:366] ? [/usr/lib/rt/RT/Action/CreateTickets.pm:303] ? [/usr/lib/rt/RT/ScripAction_Overlay.pm:238] ? [/usr/lib/rt/RT/Scrip_Overlay.pm:464] ? [/usr/lib/rt/RT/Scrips_Overlay.pm:196] ? [/usr/lib/rt/RT/Scrips_Overlay.pm:175] ? [/usr/lib/rt/RT/Ticket_Overlay.pm:3186] ? [/var/rt/html/Ticket/Create.html:392] ? [/var/rt/html/autohandler:311] %5D&body=%20Status:%20resolved Is there a way to get the id of the ticket that will be created with the template?? Please help, the ability to just be able to click on the link instead of worrying about formatting would be a great addition to the approval queue.? It works with correspondence and comments. Here is my Template: ===Create-Ticket: approval Queue: ___Approvals Type: approval AdminCc: {$Tickets{'TOP'}->FirstCustomFieldValue('OracleApprovers')}; Cc: username at domain.com Depended-On-By: TOP Refers-To: TOP CF-ApprovalType: Oracle Due: {time + 86400} Subject: Oracle Approval for ticket: {$Tickets{"TOP"}->Id} - {$Tickets{"TOP"}->Subject} Content: Your approval is required to grant access to Oracle for {$Tickets{'TOP'}->FirstCustomFieldValue('UserDisplayName')} To respond to this request, please click the following link to access your pending approvals: http://rt.domain.com/Approvals OR You may submit your response via e-mail.? To do so, reply to this message with one of the following responses in the body of the message: To approve: ??? Status: Resolved To reject: ??? Status: Rejected To view the original request, follow this link:? {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Tickets{'TOP'}->Id} ________________________________________________________ The actual approval request is below: {$Tickets{'TOP'}->Transactions->First->Content()} ENDOFCONTENT -------------- next part -------------- An HTML attachment was scrubbed... URL: From jake at elsif.net Thu Jan 20 14:20:46 2011 From: jake at elsif.net (elsif) Date: Thu, 20 Jan 2011 14:20:46 -0500 (EST) Subject: [rt-users] Slowness with RRDtool graphing Message-ID: <20110120140751.B84917@disintegration.elsif.net> Hardware: CPU: Intel(R) Pentium(R) 4 CPU 2.80GHz (2806.37-MHz 686-class CPU) real memory = 2146631680 (2047 MB) Load: CPU: 2.2% user, 0.0% nice, 1.1% system, 0.0% interrupt, 96.6% idle Mem: 162M Active, 1461M Inact, 178M Wired, 96M Cache, 112M Buf, 99M Free Swap: 4061M Total, 84K Used, 4061M Free Disks ad0 ad1 183024 wire KB/t 128 0.00 186724 act tps 0 0 1496468 inact MB/s 0.02 0.00 98392 cache %busy 0 0 80408 free 114880 buf Versions: 6.4-RELEASE FreeBSD Server version: Apache/2.2.9 (FreeBSD) PHP 5.2.6 with Suhosin-Patch 0.9.6.2 (cli) (built: Apr 16 2009 17:45:37) Cacti Version 0.8.7g RRDTool versions tried: Currently RRDtool 1.4.5 Also tried RRDtool 1.0.49 Also tried RRDtool 1.3.1 Summary: Loading of a given page of graphs in Cacti taking minutes to load PID USERNAME THR PRI NICE SIZE RES STATE C TIME WCPU COMMAND 53185 www 1 101 0 9292K 6096K RUN 0 0:03 15.79% rrdtool 53186 www 1 101 0 9288K 6092K RUN 0 0:03 15.54% rrdtool 53192 www 1 101 0 9284K 6088K RUN 0 0:03 15.51% rrdtool 53197 www 1 101 0 9292K 6096K RUN 0 0:03 15.51% rrdtool 53198 www 1 101 0 9284K 6088K RUN 0 0:03 15.42% rrdtool 53194 www 1 101 0 9288K 6092K RUN 0 0:03 15.08% rrdtool Extended description: I've installed Cacti on 30+ machines for 20+ organizations over the last 5 years and have never before experienced this. I find tons of reports of this via Google and the 'search' function at cacti.net, but have yet to find the silver bullet that fixes the issue. What would be causing this? How can I fix it? The rest of the Cacti interface loads instantly, so I have no reason to believe that it's a PHP limitation/setting, nor a resource issue with Apache in any way. Advice? -Jake From jesse at bestpractical.com Thu Jan 20 14:23:02 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 20 Jan 2011 14:23:02 -0500 Subject: [rt-users] Slowness with RRDtool graphing In-Reply-To: <20110120140751.B84917@disintegration.elsif.net> References: <20110120140751.B84917@disintegration.elsif.net> Message-ID: <20110120192302.GJ6110@bestpractical.com> Did you perhaps mean to send this to the RRDtool mailinglist? On Thu, Jan 20, 2011 at 02:20:46PM -0500, elsif wrote: > Hardware: > CPU: Intel(R) Pentium(R) 4 CPU 2.80GHz (2806.37-MHz 686-class CPU) > real memory = 2146631680 (2047 MB) > > Load: > CPU: 2.2% user, 0.0% nice, 1.1% system, 0.0% interrupt, 96.6% idle > Mem: 162M Active, 1461M Inact, 178M Wired, 96M Cache, 112M Buf, 99M Free > Swap: 4061M Total, 84K Used, 4061M Free > Disks ad0 ad1 183024 wire > KB/t 128 0.00 186724 act > tps 0 0 1496468 inact > MB/s 0.02 0.00 98392 cache > %busy 0 0 80408 free > 114880 buf > > Versions: > 6.4-RELEASE FreeBSD > Server version: Apache/2.2.9 (FreeBSD) > PHP 5.2.6 with Suhosin-Patch 0.9.6.2 (cli) (built: Apr 16 2009 17:45:37) > Cacti Version 0.8.7g > RRDTool versions tried: > Currently RRDtool 1.4.5 > Also tried RRDtool 1.0.49 > Also tried RRDtool 1.3.1 > > Summary: Loading of a given page of graphs in Cacti taking minutes to load > PID USERNAME THR PRI NICE SIZE RES STATE C TIME > WCPU COMMAND > 53185 www 1 101 0 9292K 6096K RUN 0 0:03 > 15.79% rrdtool > 53186 www 1 101 0 9288K 6092K RUN 0 0:03 > 15.54% rrdtool > 53192 www 1 101 0 9284K 6088K RUN 0 0:03 > 15.51% rrdtool > 53197 www 1 101 0 9292K 6096K RUN 0 0:03 > 15.51% rrdtool > 53198 www 1 101 0 9284K 6088K RUN 0 0:03 > 15.42% rrdtool > 53194 www 1 101 0 9288K 6092K RUN 0 0:03 > 15.08% rrdtool > > Extended description: > I've installed Cacti on 30+ machines for 20+ organizations over the > last 5 years and have never before experienced this. I find tons of > reports of this via Google and the 'search' function at cacti.net, > but have yet to find the silver bullet that fixes the issue. > > What would be causing this? How can I fix it? The rest of the > Cacti interface loads instantly, so I have no reason to believe that > it's a PHP limitation/setting, nor a resource issue with Apache in > any way. > > Advice? > > -Jake -- From JKoermer at prg.com Thu Jan 20 14:50:05 2011 From: JKoermer at prg.com (Jennifer Koermer) Date: Thu, 20 Jan 2011 19:50:05 +0000 Subject: [rt-users] Template Help In-Reply-To: <874597.74935.qm@web34503.mail.mud.yahoo.com> References: <0DB62BF0BA7246409E50F16FC002E56240E3267E@mb1.prg.com> <874597.74935.qm@web34503.mail.mud.yahoo.com> Message-ID: <0DB62BF0BA7246409E50F16FC002E56240E32B3B@mb1.prg.com> I just tried that, still didn't work. I was able to include it into the AdminCCTransaction template and it works. But it just doesn't seem to work for me when I tried it as part of a template to create a child ticket. I've gotten around it by modifying the template that is used in the scrip On Create Notify AdminCcs. This works, it just means that the formatting is not completely ideal. From: adam brown [mailto:ajaxbro at yahoo.com] Sent: Thursday, January 20, 2011 1:26 PM To: rt-users at lists.bestpractical.com; Jennifer Koermer Subject: Re: [rt-users] Template Help Did you try just {$Ticket->id}? Works for me. Request {$Ticket->id} was been created on {$Transaction->CreatedAsString} --- On Thu, 1/20/11, Jennifer Koermer > wrote: From: Jennifer Koermer > Subject: Re: [rt-users] Template Help To: "rt-users at lists.bestpractical.com" > Date: Thursday, January 20, 2011, 1:06 PM I'd still be interested in using this if there was an easy way to deal with this. I ended up creating a custom scrip and template in the __Approvals queue. I've added the line below to the template and it now allows people to just click on the link to send a pre-formatted email. -----Original Message----- From: Jennifer Koermer Sent: Wednesday, January 19, 2011 7:03 PM To: rt-users at lists.bestpractical.com Subject: Template Help I'm using the following template to create an approval ticket. I would like to include the following lines into the ticket: Click on the link below to send an approval email: mailto:rt at domain.com?subject=%5B{$rtname}%20#{$Ticket->id()}%5D&body=%20Status:%20resolved Click on the link below to send a rejection email: mailto:rt at domain.com?subject=%5B{$rtname}%20#{$Ticket->id()}%5D&body=%20Status:%20rejected I am getting the following error: Click on the link below to send an approval email: mailto:rt at domain.com?subject=%5B%20#Can't call method "id" on an undefined value at template line 29. Stack: [template:29] [/usr/lib/rt/RT/Action/CreateTickets.pm:667] [/usr/lib/rt/RT/Action/CreateTickets.pm:366] [/usr/lib/rt/RT/Action/CreateTickets.pm:303] [/usr/lib/rt/RT/ScripAction_Overlay.pm:238] [/usr/lib/rt/RT/Scrip_Overlay.pm:464] [/usr/lib/rt/RT/Scrips_Overlay.pm:196] [/usr/lib/rt/RT/Scrips_Overlay.pm:175] [/usr/lib/rt/RT/Ticket_Overlay.pm:3186] [/var/rt/html/Ticket/Create.html:392] [/var/rt/html/autohandler:311] %5D&body=%20Status:%20resolved Is there a way to get the id of the ticket that will be created with the template? Please help, the ability to just be able to click on the link instead of worrying about formatting would be a great addition to the approval queue. It works with correspondence and comments. Here is my Template: ===Create-Ticket: approval Queue: ___Approvals Type: approval AdminCc: {$Tickets{'TOP'}->FirstCustomFieldValue('OracleApprovers')}; Cc: username at domain.com Depended-On-By: TOP Refers-To: TOP CF-ApprovalType: Oracle Due: {time + 86400} Subject: Oracle Approval for ticket: {$Tickets{"TOP"}->Id} - {$Tickets{"TOP"}->Subject} Content: Your approval is required to grant access to Oracle for {$Tickets{'TOP'}->FirstCustomFieldValue('UserDisplayName')} To respond to this request, please click the following link to access your pending approvals: http://rt.domain.com/Approvals OR You may submit your response via e-mail. To do so, reply to this message with one of the following responses in the body of the message: To approve: Status: Resolved To reject: Status: Rejected To view the original request, follow this link: {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Tickets{'TOP'}->Id} ________________________________________________________ The actual approval request is below: {$Tickets{'TOP'}->Transactions->First->Content()} ENDOFCONTENT -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jan 20 15:01:12 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 20 Jan 2011 15:01:12 -0500 Subject: [rt-users] Template Help In-Reply-To: <0DB62BF0BA7246409E50F16FC002E56240E32B3B@mb1.prg.com> References: <0DB62BF0BA7246409E50F16FC002E56240E3267E@mb1.prg.com> <874597.74935.qm@web34503.mail.mud.yahoo.com> <0DB62BF0BA7246409E50F16FC002E56240E32B3B@mb1.prg.com> Message-ID: <20110120200112.GA57031@jibsheet.com> On Thu, Jan 20, 2011 at 07:50:05PM +0000, Jennifer Koermer wrote: > I just tried that, still didn't work. I was able to include it into the AdminCCTransaction > template and it works. But it just doesn't seem to work for me when I tried it as part of a > template to create a child ticket. I've gotten around it by modifying the template that is > used in the scrip On Create Notify AdminCcs. This works, it just means that the formatting is > not completely ideal. RT can't know the id of the ticket that will be created, sending this notification from __Approvals is the right place to do it. You could use the New Pending Approval template, but I think that only notifies Owners. -kevin > From: adam brown [mailto:ajaxbro at yahoo.com] > Sent: Thursday, January 20, 2011 1:26 PM > To: rt-users at lists.bestpractical.com; Jennifer Koermer > Subject: Re: [rt-users] Template Help > > > > Did you try just {$Ticket->id}? Works for me. > > > > > Request {$Ticket->id} was been created > on {$Transaction->CreatedAsString} > > > > > --- On Thu, 1/20/11, Jennifer Koermer <[1]JKoermer at prg.com> wrote: > > From: Jennifer Koermer <[2]JKoermer at prg.com> > Subject: Re: [rt-users] Template Help > To: "[3]rt-users at lists.bestpractical.com" <[4]rt-users at lists.bestpractical.com> > Date: Thursday, January 20, 2011, 1:06 PM > > I'd still be interested in using this if there was an easy way to deal with this. I ended up > creating a custom scrip and template in the __Approvals queue. I've added the line below to > the template and it now allows people to just click on the link to send a pre-formatted > email. > > -----Original Message----- > From: Jennifer Koermer > Sent: Wednesday, January 19, 2011 7:03 PM > To: [5]rt-users at lists.bestpractical.com > Subject: Template Help > > I'm using the following template to create an approval ticket. I would like to include the > following lines into the ticket: > > Click on the link below to send an approval email: > mailto:[6]rt at domain.com?subject=%5B{$rtname}%20#{$Ticket->id()}%5D&body=%20Status:%20resolved > > Click on the link below to send a rejection email: > mailto:[7]rt at domain.com?subject=%5B{$rtname}%20#{$Ticket->id()}%5D&body=%20Status:%20rejected > > I am getting the following error: > Click on the link below to send an approval email: > mailto:[8]rt at domain.com?subject=%5B%20#Can't call method "id" on an undefined value at > template line 29. > > Stack: > [template:29] > [/usr/lib/rt/RT/Action/CreateTickets.pm:667] > [/usr/lib/rt/RT/Action/CreateTickets.pm:366] > [/usr/lib/rt/RT/Action/CreateTickets.pm:303] > [/usr/lib/rt/RT/ScripAction_Overlay.pm:238] > [/usr/lib/rt/RT/Scrip_Overlay.pm:464] > [/usr/lib/rt/RT/Scrips_Overlay.pm:196] > [/usr/lib/rt/RT/Scrips_Overlay.pm:175] > [/usr/lib/rt/RT/Ticket_Overlay.pm:3186] > [/var/rt/html/Ticket/Create.html:392] > [/var/rt/html/autohandler:311] > %5D&body=%20Status:%20resolved > > Is there a way to get the id of the ticket that will be created with the template? Please > help, the ability to just be able to click on the link instead of worrying about formatting > would be a great addition to the approval queue. It works with correspondence and comments. > > Here is my Template: > > ===Create-Ticket: approval > Queue: ___Approvals > Type: approval > AdminCc: {$Tickets{'TOP'}->FirstCustomFieldValue('OracleApprovers')}; > Cc: [9]username at domain.com > Depended-On-By: TOP > Refers-To: TOP > CF-ApprovalType: Oracle > Due: {time + 86400} > Subject: Oracle Approval for ticket: {$Tickets{"TOP"}->Id} - {$Tickets{"TOP"}->Subject} > Content: Your approval is required to grant access to Oracle for > {$Tickets{'TOP'}->FirstCustomFieldValue('UserDisplayName')} > > To respond to this request, please click the following link to access your pending approvals: > > [10]http://rt.domain.com/Approvals > > OR > > You may submit your response via e-mail. To do so, reply to this message with one of the > following responses in the body of the message: > > To approve: > Status: Resolved > > To reject: > Status: Rejected > > To view the original request, follow this link: > {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Tickets{'TOP'}->Id} > ________________________________________________________ > > The actual approval request is below: > {$Tickets{'TOP'}->Transactions->First->Content()} > > ENDOFCONTENT > > > > References > > Visible links > 1. mailto:JKoermer at prg.com > 2. mailto:JKoermer at prg.com > 3. mailto:rt-users at lists.bestpractical.com > 4. mailto:rt-users at lists.bestpractical.com > 5. http://us.mc345.mail.yahoo.com/mc/compose?to=rt-users at lists.bestpractical.com > 6. http://us.mc345.mail.yahoo.com/mc/compose?to=rt at domain.com > 7. http://us.mc345.mail.yahoo.com/mc/compose?to=rt at domain.com > 8. http://us.mc345.mail.yahoo.com/mc/compose?to=rt at domain.com > 9. http://us.mc345.mail.yahoo.com/mc/compose?to=username at domain.com > 10. http://rt.domain.com/Approvals -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From xt4mhz at yahoo.com Thu Jan 20 18:09:06 2011 From: xt4mhz at yahoo.com (Jose Diaz) Date: Thu, 20 Jan 2011 15:09:06 -0800 (PST) Subject: [rt-users] =?iso-8859-1?q?=BFdoes_request-tracker3=2E6_need_resta?= =?iso-8859-1?q?rt_apache2_often=3F?= Message-ID: <444815.67530.qm@web161209.mail.bf1.yahoo.com> Hi and thanks in advance. I just installed request-tracker3.6 in a debian lenny server. It works perfect but today suddenly stopped to send email to users when a new ticket is created. Even, when we make a reply to requestor, the email is not sent. In the history of the ticket when its created as new, the message which says that email outgoing was recorded is not present. So after a very pain process, we restarted apache2: /etc/init.d/apache2 restart And RT started to send emails again. Is it normal? We read something about FastCGI but we are not pretty clear. Do we have to restart the apache2 often ? Can we setup anything to avoid apache2 restart ? Thanks again. Jos?. -- Lic. Jos? Gregorio D?az Unda. Asesor de Tecnolog?as de Informaci?n y Comunicaci?n. Tel.: 58.0412.5518085 Skype: xt4mhz Web: www.usb.ve - jgdu.blogspot.com From jblaine at kickflop.net Thu Jan 20 19:13:52 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Thu, 20 Jan 2011 19:13:52 -0500 Subject: [rt-users] CF value is not updated from perspective of callback Message-ID: <4D38CFC0.8050102@kickflop.net> 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 betovaz at gmail.com Thu Jan 20 19:48:15 2011 From: betovaz at gmail.com (Alberto Vazquez) Date: Thu, 20 Jan 2011 16:48:15 -0800 Subject: [rt-users] Manually creating a user in RT's db (MySQL) In-Reply-To: <20110120170033.GH731@jibsheet.com> References: <20110119234404.GG731@jibsheet.com> <20110120170033.GH731@jibsheet.com> Message-ID: This worked, but I had to check the "Allow access to RT" option, otherwise it would not work. Thanks, Alberto On Thu, Jan 20, 2011 at 9:00 AM, Kevin Falcone wrote: > On Thu, Jan 20, 2011 at 08:49:50AM -0800, Alberto Vazquez wrote: > > Thank you Sir, I will give it a try. I was under the impression that > this is for users with > > the need to access RT, since this external just needs to be able to > send an email to RT and > > get a ticket create. > > Anyone who sends mail to RT gets a user account. If you're limiting > ticket creation to existing accounts, you will need to create a user > that doesn't have a password and isn't allowed to be granted rights > but does have an email address. > > -kevin > > > I will give a shot and see if it does the trick. I will let you know > how it tuns out. > > Alberto > > > > On Wed, Jan 19, 2011 at 3:44 PM, Kevin Falcone <[1] > falcone at bestpractical.com> wrote: > > > > On Wed, Jan 19, 2011 at 03:05:22PM -0800, Alberto Vazquez wrote: > > > Guys, > > > I am new to RT and a novice on MySQL. Currently, we do not allow > auto create for external > > > senders to any of our Q's, but one of our departments want to use > RT to start receiving > > emails > > > (tickets) from an external source. > > > My questions is, if I create this external entity in the RT > database, would RT accept > > that, > > > and if so, how in the heck do I create that entry in MySQL, with > the right permissions? > > > > You should be able to do this from Configuration -> Users -> Create > > -kevin > -- Alberto Vazquez-Dzul Email: betovaz at gmail.com Mobile: (805) 444-0835 GVoice: (805) 768-4798 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jan 20 21:26:18 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 20 Jan 2011 21:26:18 -0500 Subject: [rt-users] Manually creating a user in RT's db (MySQL) In-Reply-To: References: <20110119234404.GG731@jibsheet.com> <20110120170033.GH731@jibsheet.com> Message-ID: <20110121022618.GB57031@jibsheet.com> On Thu, Jan 20, 2011 at 04:48:15PM -0800, Alberto Vazquez wrote: > This worked, but I had to check the "Allow access to RT" option, otherwise it would not work. Yes, otherwise you would disable the user, but they cannot log in without a password. -kevin > On Thu, Jan 20, 2011 at 9:00 AM, Kevin Falcone <[1]falcone at bestpractical.com> wrote: > > On Thu, Jan 20, 2011 at 08:49:50AM -0800, Alberto Vazquez wrote: > > Thank you Sir, I will give it a try. I was under the impression that this is for users > with > > the need to access RT, since this external just needs to be able to send an email to RT > and > > get a ticket create. > > Anyone who sends mail to RT gets a user account. If you're limiting > ticket creation to existing accounts, you will need to create a user > that doesn't have a password and isn't allowed to be granted rights > but does have an email address. > -kevin > > I will give a shot and see if it does the trick. I will let you know how it tuns out. > > Alberto > > > > On Wed, Jan 19, 2011 at 3:44 PM, Kevin Falcone <[1][2]falcone at bestpractical.com> wrote: > > > > On Wed, Jan 19, 2011 at 03:05:22PM -0800, Alberto Vazquez wrote: > > > Guys, > > > I am new to RT and a novice on MySQL. Currently, we do not allow auto create for > external > > > senders to any of our Q's, but one of our departments want to use RT to start receiving > > emails > > > (tickets) from an external source. > > > My questions is, if I create this external entity in the RT database, would RT accept > > that, > > > and if so, how in the heck do I create that entry in MySQL, with the right permissions? > > > > You should be able to do this from Configuration -> Users -> Create > > -kevin > > -- > Alberto Vazquez-Dzul > Email: [3]betovaz at gmail.com > Mobile: (805) 444-0835 > GVoice: (805) 768-4798 > > References > > Visible links > 1. mailto:falcone at bestpractical.com > 2. mailto:falcone at bestpractical.com > 3. mailto:betovaz at gmail.com -------------- 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 Jan 21 02:26:27 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 21 Jan 2011 10:26:27 +0300 Subject: [rt-users] =?utf-8?q?=C2=BFdoes_request-tracker3=2E6_need_restart?= =?utf-8?q?_apache2_often=3F?= In-Reply-To: <444815.67530.qm@web161209.mail.bf1.yahoo.com> References: <444815.67530.qm@web161209.mail.bf1.yahoo.com> Message-ID: Hi, You start debugging with logs. However, you better start with upgrading your RT instance to 3.8.8 at least. On Fri, Jan 21, 2011 at 2:09 AM, Jose Diaz wrote: > Hi and thanks in advance. > > I just installed request-tracker3.6 in a debian lenny server. > > It works perfect but today suddenly stopped to send email to users when a new ticket is created. Even, when we make a reply to requestor, the email is not sent. > > In the history of the ticket when its created as new, the message which says that email outgoing was recorded is not present. > > So after a very pain process, we restarted apache2: > > /etc/init.d/apache2 restart > > And RT started to send emails again. > > Is it normal? > > We read something about FastCGI but we are not pretty clear. > > Do we have to restart the apache2 often ? > > Can we setup anything to avoid apache2 restart ? > > Thanks again. > > Jos?. > > > -- > Lic. Jos? Gregorio D?az Unda. > Asesor de Tecnolog?as de Informaci?n y Comunicaci?n. > Tel.: 58.0412.5518085 > Skype: xt4mhz > Web: www.usb.ve - jgdu.blogspot.com > > > -- Best regards, Ruslan. From xt4mhz at yahoo.com Fri Jan 21 06:25:48 2011 From: xt4mhz at yahoo.com (=?utf-8?B?Sm9zw6kgR3JlZ29yaW8gRMOtYXogVW5kYQ==?=) Date: Fri, 21 Jan 2011 11:25:48 +0000 Subject: [rt-users] how to check if can receive email from special domain In-Reply-To: References: Message-ID: <1728324092-1295609149-cardhu_decombobulator_blackberry.rim.net-20761539-@bda380.bisx.prod.on.blackberry> Hi, We have a similar problem but with all domains. Check if in the history of a ticket is the message "out going email recorded" or something like that is inmmediatly after a new ticket creation or a reply to requestor. Another trick could be restart webserver and see what happen. Jos? Gregorio. Enviado desde mi dispositivo movil BlackBerry? de Digitel. -----Original Message----- From: nectar Sender: rt-users-bounces at lists.bestpractical.com Date: Mon, 10 Jan 2011 11:09:19 To: Subject: [rt-users] how to check if can receive email from special domain Sir, Our RT can not receive email from special domain(for example, tom at test.com), it is okay before. a. We can sent email to tom at test.com via RT web UI(create ticket for him) b. But RT can not receive email from tom at test.com or he can not update ticket c. If we use my at gmail.com sent email to tom at test.com, my at gmail.com can get reply email from tom at test.com If our RT blocked emails from tom at test.com? Thank you. -- LiuJia From falcone at bestpractical.com Fri Jan 21 08:16:57 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 21 Jan 2011 08:16:57 -0500 Subject: [rt-users] how to check if can receive email from special domain In-Reply-To: References: Message-ID: <20110121131657.GC57031@jibsheet.com> On Mon, Jan 10, 2011 at 11:09:19AM +0800, nectar wrote: > Sir, > > Our RT can not receive email from special domain(for example, > tom at test.com), it is okay before. > > a. We can sent email to tom at test.com via RT web UI(create ticket for him) > b. But RT can not receive email from tom at test.com or he can not update ticket > c. If we use my at gmail.com sent email to tom at test.com, my at gmail.com can > get reply email from tom at test.com > > If our RT blocked emails from tom at test.com? And what does your RT log say? -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Nick.Couchman at seakr.com Fri Jan 21 09:48:15 2011 From: Nick.Couchman at seakr.com (Nick Couchman) Date: Fri, 21 Jan 2011 07:48:15 -0700 Subject: [rt-users] RT-Extension-SaltedPasswords Not Playing Nice with LDAP Message-ID: <4D393A3F02000099000C0E54@collaborate.seakr.com> So, I just installed the RT-Extension-SaltedPasswords extension on two RT 3.6.x installations (3.6.5 and 3.6.7) to protect against the announced vulnerability. I followed the directions, and, upon adding the line: use RT::Extension::SaltedPasswords; in my RT_SiteConfig.pm file, found that LDAP logins no longer work. If I comment out the above line, LDAP logins work fine (but, obviously, my recently-updated salted passwords for local users do not work), if I leave it enabled, LDAP logins fail. Turning on debug logging, it looks like the LDAP server is contacted and everything goes as expected until the very last step of actually authenticating the user, as which time it kicks out a failure. Last couple of lines of log file look like this: [Fri Jan 21 03:40:09 2011] [debug]: UPDATED user Nick Couchman from LDAP (/opt/rt3/local/lib/RT/User_Local.pm:628) [Fri Jan 21 03:40:09 2011] [error]: FAILED LOGIN for Nick Couchman from 2.0.183.98 (/opt/rt3/share/html/autohandler:251) Can someone help me figure out what's going on? Thanks, Nick -------- This e-mail may contain confidential and privileged material for the sole use of the intended recipient. If this email is not intended for you, or you are not responsible for the delivery of this message to the intended recipient, please note that this message may contain SEAKR Engineering (SEAKR) Privileged/Proprietary Information. In such a case, you are strictly prohibited from downloading, photocopying, distributing or otherwise using this message, its contents or attachments in any way. If you have received this message in error, please notify us immediately by replying to this e-mail and delete the message from your mailbox. Information contained in this message that does not relate to the business of SEAKR is neither endorsed by nor attributable to SEAKR. From Horst.Kriegers at loro.ch Fri Jan 21 09:46:34 2011 From: Horst.Kriegers at loro.ch (Horst Kriegers) Date: Fri, 21 Jan 2011 15:46:34 +0100 Subject: [rt-users] CommandByMail only for certain queue Message-ID: <4D39AA5A020000390003DC36@mail2.loro.swiss> Hello list! Is there a possibility to activate (or deactivate) the CommandByMail extension only for certain queues ? Thanks for your help Horst ___________________________________________________________ Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Jan 21 10:18:31 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 21 Jan 2011 10:18:31 -0500 Subject: [rt-users] CommandByMail only for certain queue In-Reply-To: <4D39AA5A020000390003DC36@mail2.loro.swiss> References: <4D39AA5A020000390003DC36@mail2.loro.swiss> Message-ID: <20110121151831.GD57031@jibsheet.com> On Fri, Jan 21, 2011 at 03:46:34PM +0100, Horst Kriegers wrote: > Is there a possibility to activate (or deactivate) the CommandByMail extension only for > certain queues ? It can be restricted to a group, but not specifically to a queue. -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 Fri Jan 21 10:22:45 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 21 Jan 2011 10:22:45 -0500 Subject: [rt-users] RT-Extension-SaltedPasswords Not Playing Nice with LDAP In-Reply-To: <4D393A3F02000099000C0E54@collaborate.seakr.com> References: <4D393A3F02000099000C0E54@collaborate.seakr.com> Message-ID: <4D39A4C5.9040900@bestpractical.com> On 21 Jan 2011 09:48, Nick Couchman wrote: > So, I just installed the RT-Extension-SaltedPasswords extension on two > RT 3.6.x installations (3.6.5 and 3.6.7) to protect against the > announced vulnerability. I followed the directions, and, upon adding > the line: > > use RT::Extension::SaltedPasswords; > > in my RT_SiteConfig.pm file, found that LDAP logins no longer work. That's not the right line to put in your config file. What documentation made you think it was? You need to add it to your @Plugins line. Thomas From trs at bestpractical.com Fri Jan 21 10:26:32 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 21 Jan 2011 10:26:32 -0500 Subject: [rt-users] RT-Extension-SaltedPasswords Not Playing Nice with LDAP In-Reply-To: <4D393A3F02000099000C0E54@collaborate.seakr.com> References: <4D393A3F02000099000C0E54@collaborate.seakr.com> Message-ID: <4D39A5A8.70609@bestpractical.com> On 21 Jan 2011 09:48, Nick Couchman wrote: > So, I just installed the RT-Extension-SaltedPasswords extension on two > RT 3.6.x installations (3.6.5 and 3.6.7) to protect against the > announced vulnerability. I followed the directions, and, upon adding > the line: Sorry, I missed the part where you said version 3.6 above. The use line below is correct. Thomas From falcone at bestpractical.com Fri Jan 21 10:37:32 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 21 Jan 2011 10:37:32 -0500 Subject: [rt-users] RT-Extension-SaltedPasswords Not Playing Nice with LDAP In-Reply-To: <4D393A3F02000099000C0E54@collaborate.seakr.com> References: <4D393A3F02000099000C0E54@collaborate.seakr.com> Message-ID: <20110121153732.GE57031@jibsheet.com> On Fri, Jan 21, 2011 at 07:48:15AM -0700, Nick Couchman wrote: > [Fri Jan 21 03:40:09 2011] [debug]: UPDATED user Nick Couchman from LDAP > (/opt/rt3/local/lib/RT/User_Local.pm:628) Looks like you're using an old extension that clobbers IsPassword. You're going to need to merge that code with the IsPassword in SaltedPasswords to handle both cases. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Nick.Couchman at seakr.com Fri Jan 21 12:16:33 2011 From: Nick.Couchman at seakr.com (Nick Couchman) Date: Fri, 21 Jan 2011 10:16:33 -0700 Subject: [rt-users] RT-Extension-SaltedPasswords Not Playing Nice with LDAP Message-ID: <4D395D0102000099000C0E7B@collaborate.seakr.com> On Fri, 2011-01-21 at 10:37 -0500, Kevin Falcone wrote: > On Fri, Jan 21, 2011 at 07:48:15AM -0700, Nick Couchman wrote: > > [Fri Jan 21 03:40:09 2011] [debug]: UPDATED user Nick Couchman from LDAP > > (/opt/rt3/local/lib/RT/User_Local.pm:628) > > Looks like you're using an old extension that clobbers IsPassword. > You're going to need to merge that code with the IsPassword in > SaltedPasswords to handle both cases. > > -kevin Well, I'm getting closer. I decided to remove the old LDAP method and install the RT-Authen-ExternalAuth extension, version 0.05, instead. Now the log output looks like this: [Fri Jan 21 17:14:07 2011] [debug]: LDAP Search === Base: dc=seakr,dc=com == Filter: (&(objectClass=posixAccount)(cn=Nick Couchman)) == Attrs: l,cn,st,mail,cn,co,physicalDeliveryOfficeName,postalCode,telephoneNumber,cn,o,cn (/opt/rt3/local/lib/RT/User_Vendor.pm:850) [Fri Jan 21 17:14:07 2011] [debug]: LDAP Search === Base: dc=seakr,dc=com == Filter: (&(objectClass=posixAccount)(isDisabled=true)(cn=Nick Couchman)) == Attrs: uid (/opt/rt3/local/lib/RT/User_Vendor.pm:890) [Fri Jan 21 17:14:07 2011] [info]: ENABLED user Nick Couchman per External Service (0, That is already the current value) (/opt/rt3/local/lib/RT/User_Vendor.pm:957) [Fri Jan 21 17:14:07 2011] [debug]: RT::User::CanonicalizeUserInfo called by RT::User /opt/rt3/local/lib/RT/User_Vendor.pm 966 with: Name: Nick Couchman (/opt/rt3/local/lib/RT/User_Vendor.pm:400) [Fri Jan 21 17:14:07 2011] [debug]: Attempting to get user info using this external service: eDirectory1 (/opt/rt3/local/lib/RT/User_Vendor.pm:408) [Fri Jan 21 17:14:07 2011] [debug]: Attempting to use this canonicalization key: Name (/opt/rt3/local/lib/RT/User_Vendor.pm:417) [Fri Jan 21 17:14:07 2011] [debug]: LDAP Search === Base: dc=seakr,dc=com == Filter: (&(objectClass=posixAccount)(cn=Nick Couchman)) == Attrs: l,cn,st,mail,cn,co,physicalDeliveryOfficeName,postalCode,telephoneNumber,cn,o,cn (/opt/rt3/local/lib/RT/User_Vendor.pm:538) [Fri Jan 21 17:14:07 2011] [info]: RT::User::LookupExternalUserInfo : Returning: Address1: , City: , Country: , EmailAddress: Nick.Couchman at seakr.com, ExternalAuthId: Nick Couchman, Gecos: Nick Couchman, Name: Nick Couchman, Organization: , RealName: Nick Couchman, State: , WorkPhone: , Zip: (/opt/rt3/local/lib/RT/User_Vendor.pm:703) [Fri Jan 21 17:14:07 2011] [info]: RT::User::CanonicalizeUserInfo returning Address1: , City: , Country: , EmailAddress: Nick.Couchman at seakr.com, ExternalAuthId: Nick Couchman, Gecos: Nick Couchman, Name: Nick Couchman, Organization: , RealName: Nick Couchman, State: , WorkPhone: , Zip: (/opt/rt3/local/lib/RT/User_Vendor.pm:444) [Fri Jan 21 17:14:08 2011] [debug]: UPDATED user Nick Couchman from External Service (/opt/rt3/local/lib/RT/User_Vendor.pm:990) [Fri Jan 21 17:14:08 2011] [error]: FAILED LOGIN for Nick Couchman from 192.168.10.71 (/opt/rt3/share/html/autohandler:251) So, it looks to me like it successfully pulls all of the information from the LDAP service successfully, but for some reason still fails the login. I know I'm typing the correct password - tried that along with bogus ones a few times. Any other hints? Thanks, Nick -------- This e-mail may contain confidential and privileged material for the sole use of the intended recipient. If this email is not intended for you, or you are not responsible for the delivery of this message to the intended recipient, please note that this message may contain SEAKR Engineering (SEAKR) Privileged/Proprietary Information. In such a case, you are strictly prohibited from downloading, photocopying, distributing or otherwise using this message, its contents or attachments in any way. If you have received this message in error, please notify us immediately by replying to this e-mail and delete the message from your mailbox. Information contained in this message that does not relate to the business of SEAKR is neither endorsed by nor attributable to SEAKR. From Nick.Couchman at seakr.com Fri Jan 21 12:23:12 2011 From: Nick.Couchman at seakr.com (Nick Couchman) Date: Fri, 21 Jan 2011 10:23:12 -0700 Subject: [rt-users] RT-Extension-SaltedPasswords Not Playing Nice with LDAP Message-ID: <4D395E9002000099000C0E7F@collaborate.seakr.com> The line: use RT::Extension::SaltedPasswords; is still clobbering LDAP logins, even using the RT-Authen-ExternalAuth extension. If I comment out that line, it works fine. If the line is present and uncommented, LDAP logins fail with: [Fri Jan 21 17:21:20 2011] [debug]: UPDATED user Nick Couchman from External Service (/opt/rt3/local/lib/RT/User_Vendor.pm:990) [Fri Jan 21 17:21:20 2011] [error]: FAILED LOGIN for Nick Couchman from 192.168.10.71 (/opt/rt3/share/html/autohandler:251) -Nick On Fri, 2011-01-21 at 10:37 -0500, Kevin Falcone wrote: > On Fri, Jan 21, 2011 at 07:48:15AM -0700, Nick Couchman wrote: > > [Fri Jan 21 03:40:09 2011] [debug]: UPDATED user Nick Couchman from LDAP > > (/opt/rt3/local/lib/RT/User_Local.pm:628) > > Looks like you're using an old extension that clobbers IsPassword. > You're going to need to merge that code with the IsPassword in > SaltedPasswords to handle both cases. > > -kevin -------- This e-mail may contain confidential and privileged material for the sole use of the intended recipient. If this email is not intended for you, or you are not responsible for the delivery of this message to the intended recipient, please note that this message may contain SEAKR Engineering (SEAKR) Privileged/Proprietary Information. In such a case, you are strictly prohibited from downloading, photocopying, distributing or otherwise using this message, its contents or attachments in any way. If you have received this message in error, please notify us immediately by replying to this e-mail and delete the message from your mailbox. Information contained in this message that does not relate to the business of SEAKR is neither endorsed by nor attributable to SEAKR. From falcone at bestpractical.com Fri Jan 21 12:24:26 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 21 Jan 2011 12:24:26 -0500 Subject: [rt-users] RT-Extension-SaltedPasswords Not Playing Nice with LDAP In-Reply-To: <4D395D0102000099000C0E7B@collaborate.seakr.com> References: <20110121153732.GE57031@jibsheet.com> <4D395D0102000099000C0E7B@collaborate.seakr.com> Message-ID: <20110121172426.GF57031@jibsheet.com> On Fri, Jan 21, 2011 at 10:16:33AM -0700, Nick Couchman wrote: > On Fri, 2011-01-21 at 10:37 -0500, Kevin Falcone wrote: > > On Fri, Jan 21, 2011 at 07:48:15AM -0700, Nick Couchman wrote: > > > [Fri Jan 21 03:40:09 2011] [debug]: UPDATED user Nick Couchman from LDAP > > > (/opt/rt3/local/lib/RT/User_Local.pm:628) > > > > Looks like you're using an old extension that clobbers IsPassword. > > You're going to need to merge that code with the IsPassword in > > SaltedPasswords to handle both cases. > > > > -kevin > > Well, I'm getting closer. I decided to remove the old LDAP method and > install the RT-Authen-ExternalAuth extension, version 0.05, instead. > Now the log output looks like this: > > [Fri Jan 21 17:14:07 2011] [debug]: LDAP Search === Base: dc=seakr,dc=com == Filter: (&(objectClass=posixAccount)(cn=Nick Couchman)) == Attrs: l,cn,st,mail,cn,co,physicalDeliveryOfficeName,postalCode,telephoneNumber,cn,o,cn (/opt/rt3/local/lib/RT/User_Vendor.pm:850) > [Fri Jan 21 17:14:07 2011] [debug]: LDAP Search === Base: dc=seakr,dc=com == Filter: (&(objectClass=posixAccount)(isDisabled=true)(cn=Nick Couchman)) == Attrs: uid (/opt/rt3/local/lib/RT/User_Vendor.pm:890) > [Fri Jan 21 17:14:07 2011] [info]: ENABLED user Nick Couchman per External Service (0, That is already the current value) (/opt/rt3/local/lib/RT/User_Vendor.pm:957) > [Fri Jan 21 17:14:07 2011] [debug]: RT::User::CanonicalizeUserInfo called by RT::User /opt/rt3/local/lib/RT/User_Vendor.pm 966 with: Name: Nick Couchman (/opt/rt3/local/lib/RT/User_Vendor.pm:400) > [Fri Jan 21 17:14:07 2011] [debug]: Attempting to get user info using this external service: eDirectory1 (/opt/rt3/local/lib/RT/User_Vendor.pm:408) > [Fri Jan 21 17:14:07 2011] [debug]: Attempting to use this canonicalization key: Name (/opt/rt3/local/lib/RT/User_Vendor.pm:417) > [Fri Jan 21 17:14:07 2011] [debug]: LDAP Search === Base: dc=seakr,dc=com == Filter: (&(objectClass=posixAccount)(cn=Nick Couchman)) == Attrs: l,cn,st,mail,cn,co,physicalDeliveryOfficeName,postalCode,telephoneNumber,cn,o,cn (/opt/rt3/local/lib/RT/User_Vendor.pm:538) > [Fri Jan 21 17:14:07 2011] [info]: RT::User::LookupExternalUserInfo : Returning: Address1: , City: , Country: , EmailAddress: Nick.Couchman at seakr.com, ExternalAuthId: Nick Couchman, Gecos: Nick Couchman, Name: Nick Couchman, Organization: , RealName: Nick Couchman, State: , WorkPhone: , Zip: (/opt/rt3/local/lib/RT/User_Vendor.pm:703) > [Fri Jan 21 17:14:07 2011] [info]: RT::User::CanonicalizeUserInfo returning Address1: , City: , Country: , EmailAddress: Nick.Couchman at seakr.com, ExternalAuthId: Nick Couchman, Gecos: Nick Couchman, Name: Nick Couchman, Organization: , RealName: Nick Couchman, State: , WorkPhone: , Zip: (/opt/rt3/local/lib/RT/User_Vendor.pm:444) > [Fri Jan 21 17:14:08 2011] [debug]: UPDATED user Nick Couchman from External Service (/opt/rt3/local/lib/RT/User_Vendor.pm:990) > [Fri Jan 21 17:14:08 2011] [error]: FAILED LOGIN for Nick Couchman from 192.168.10.71 (/opt/rt3/share/html/autohandler:251) > > So, it looks to me like it successfully pulls all of the information > from the LDAP service successfully, but for some reason still fails the > login. I know I'm typing the correct password - tried that along with > bogus ones a few times. Any other hints? Correct ldap password or correct local password? RT-Authen-ExternalAuth 0.05 messes with IsPassword, and you'd likely have to merge the IsPassword from SaltedPasswords with IsInternalPassword to make it go. RT-Authen-ExternalAuth 0.08 (the version compatible with 3.8) uses a different technique that doesn't clobber IsPassword -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 Fri Jan 21 13:30:25 2011 From: hiro24 at gmail.com (Chris Hall) Date: Fri, 21 Jan 2011 13:30:25 -0500 Subject: [rt-users] Editing comments Message-ID: Is there a way to edit comments? Problem arose when a helpdesk guy here apparently copy and pasted into the comment block of a ticket, and it grabbed a bunch of "bonus code". Now the comments for that ticket read: Message body not shown because it is too large. He knows not to do that now, but I'm sure this will come up again, and I'd like to salvage this ticket, and any further comments seem to display the error above as well. Is there an easy way to go in and edit the comments, to remove the extra junk that got put in it? -------------- next part -------------- An HTML attachment was scrubbed... URL: From phess at cataphora.com Fri Jan 21 13:52:56 2011 From: phess at cataphora.com (Patrick Hess) Date: Fri, 21 Jan 2011 10:52:56 -0800 Subject: [rt-users] Base64 encoded emails unreadable Message-ID: <418B9720E2ED4AC1BFA7CFEA8A30CDF7@corp.int.cataphora.com> The entire content of emails, not just attachments, from BlackBerry devices appears to be Base64 encoded. The issue that we're having is that RT-3.6.3 is unable to detect that the message is encoded -- even though the "Content-Transfer-Encoding header" is set to "base64" -- and therefore any message from a BlackBerry is unreadable. I'm fairly certain that someone else has seen this problem and fixed it; I'm hoping someone can give a recommendation to help with this. I am running RT-3.6.3 on a RHEL4u5 x64 server with perl-5.8.5 using the perl-5.8.5-36.RHEL4 RPM. --phess From jesse at bestpractical.com Fri Jan 21 13:54:54 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 21 Jan 2011 13:54:54 -0500 Subject: [rt-users] Base64 encoded emails unreadable In-Reply-To: <418B9720E2ED4AC1BFA7CFEA8A30CDF7@corp.int.cataphora.com> References: <418B9720E2ED4AC1BFA7CFEA8A30CDF7@corp.int.cataphora.com> Message-ID: <20110121185454.GS3710@bestpractical.com> I believe that this works in more recent RTs. Can you try sending a test message from a blackberry to rt-bugs at bestpractical.com, cced to me? Best, Jesse On Fri, Jan 21, 2011 at 10:52:56AM -0800, Patrick Hess wrote: > The entire content of emails, not just attachments, from BlackBerry devices > appears to be Base64 encoded. The issue that we're having is that RT-3.6.3 > is unable to detect that the message is encoded -- even though the > "Content-Transfer-Encoding header" is set to "base64" -- and therefore any > message from a BlackBerry is unreadable. > > I'm fairly certain that someone else has seen this problem and fixed it; I'm > hoping someone can give a recommendation to help with this. I am running > RT-3.6.3 on a RHEL4u5 x64 server with perl-5.8.5 using the > perl-5.8.5-36.RHEL4 RPM. > > --phess > -- From mfuller at bandtel.com Fri Jan 21 14:04:43 2011 From: mfuller at bandtel.com (Mark Fuller) Date: Fri, 21 Jan 2011 14:04:43 -0500 Subject: [rt-users] help with a script needed Message-ID: <1295636683.3461.14.camel@markdell.home> we have several different queues that are internal processing queues that get automated emails the subject lines are exactly the same each time. getting them into the queue is not an issue but i want to set the owner to a specific person yet still notify all admins of the new ticket and i have tried a few things but none seem to work. does anyone have a suggestion? Mark From jblaine at kickflop.net Fri Jan 21 14:13:54 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Fri, 21 Jan 2011 14:13:54 -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: <4D39DAF2.2010903@kickflop.net> I'll add to my problem report with what I've found, but am still stuck on, in case that makes it easier to assist ;) The 'Default' callback call in stock RT's Ticket/Modify.html looks like this: # /rt/local/share/html/Ticket/Modify.html # # ... stuff here # <%INIT> # ... stuff here # # ... 'Default' callback call is here! THEN: my @results = ProcessTicketBasics(TicketObj => $TicketObj, ARGSRef => \%ARGS); push @results, ProcessObjectCustomFieldUpdates(Object => $TicketObj, ARGSRef => \%ARGS); $TicketObj->ApplyTransactionBatch; # # ... stuff here <%INIT> By modifying the RT code (BAD!) to add another callback after $TicketObj->ApplyTransactionBatch;, I am able to see the new custom field value instead of the old/stale one. So the question becomes: How do I examine a CF's new value via the stock RT 'Default' callback call, which is before that block above. 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 phess at cataphora.com Fri Jan 21 14:15:52 2011 From: phess at cataphora.com (Patrick Hess) Date: Fri, 21 Jan 2011 11:15:52 -0800 Subject: [rt-users] Base64 encoded emails unreadable In-Reply-To: <20110121185454.GS3710@bestpractical.com> References: <418B9720E2ED4AC1BFA7CFEA8A30CDF7@corp.int.cataphora.com> <20110121185454.GS3710@bestpractical.com> Message-ID: <19E41069D2AE4B21BDA0E60A0BB57AF9@corp.int.cataphora.com> Thanks for replying, Jesse. I can and will send a test from a blackberry. However, upgrading my version of RT is not practical. :( --phess -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Friday, January 21, 2011 10:55 AM To: Patrick Hess Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Base64 encoded emails unreadable I believe that this works in more recent RTs. Can you try sending a test message from a blackberry to rt-bugs at bestpractical.com, cced to me? Best, Jesse On Fri, Jan 21, 2011 at 10:52:56AM -0800, Patrick Hess wrote: > The entire content of emails, not just attachments, from BlackBerry devices > appears to be Base64 encoded. The issue that we're having is that RT-3.6.3 > is unable to detect that the message is encoded -- even though the > "Content-Transfer-Encoding header" is set to "base64" -- and therefore any > message from a BlackBerry is unreadable. > > I'm fairly certain that someone else has seen this problem and fixed it; I'm > hoping someone can give a recommendation to help with this. I am running > RT-3.6.3 on a RHEL4u5 x64 server with perl-5.8.5 using the > perl-5.8.5-36.RHEL4 RPM. > > --phess > -- From jesse at bestpractical.com Fri Jan 21 14:19:50 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 21 Jan 2011 14:19:50 -0500 Subject: [rt-users] Base64 encoded emails unreadable In-Reply-To: <19E41069D2AE4B21BDA0E60A0BB57AF9@corp.int.cataphora.com> References: <418B9720E2ED4AC1BFA7CFEA8A30CDF7@corp.int.cataphora.com> <20110121185454.GS3710@bestpractical.com> <19E41069D2AE4B21BDA0E60A0BB57AF9@corp.int.cataphora.com> Message-ID: <20110121191950.GT3710@bestpractical.com> On Fri, Jan 21, 2011 at 11:15:52AM -0800, Patrick Hess wrote: > Thanks for replying, Jesse. I can and will send a test from a blackberry. > > However, upgrading my version of RT is not practical. :( > Understood. Unfortunately, helping with bugs in older versions that we've already fixed in current versions is something we can only really do in the context of a support contract. (But let's make sure that's the case first) Best, Jesse From jblaine at kickflop.net Fri Jan 21 14:24:38 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Fri, 21 Jan 2011 14:24:38 -0500 Subject: [rt-users] help with a script needed In-Reply-To: <1295636683.3461.14.camel@markdell.home> References: <1295636683.3461.14.camel@markdell.home> Message-ID: <4D39DD76.20100@kickflop.net> On 1/21/2011 2:04 PM, Mark Fuller wrote: > we have several different queues that are internal processing queues > that get automated emails the subject lines are exactly the same each > time. getting them into the queue is not an issue but i want to set the > owner to a specific person yet still notify all admins of the new ticket > and i have tried a few things but none seem to work. does anyone have a > suggestion? 1. Set the queue's 'AdminCC' to an email list of your admins. 2. For the queue (each), ensure the scrip 'On Create notify AdminCCs with template transaction' is enabled. I am 98% sure this is the default setting. 3. Write a scrip for each queue that sets the owner as you see fit. Condition: On Create Action: User defined Template: Blank Add your code... From Nick.Couchman at seakr.com Fri Jan 21 15:39:41 2011 From: Nick.Couchman at seakr.com (Nick Couchman) Date: Fri, 21 Jan 2011 13:39:41 -0700 Subject: [rt-users] RT-Extension-SaltedPasswords Not Playing Nice with LDAP Message-ID: <4D398C9D02000099000C0EFA@collaborate.seakr.com> > Correct ldap password or correct local password? > RT-Authen-ExternalAuth 0.05 messes with IsPassword, and you'd likely > have to merge the IsPassword from SaltedPasswords with > IsInternalPassword to make it go. > > RT-Authen-ExternalAuth 0.08 (the version compatible with 3.8) uses a > different technique that doesn't clobber IsPassword > > -kevin Correct LDAP password. I was able to get it working - here's how, in case anyone else is interested. - For RT using the really old LDAP method, I changed the name of the IsPassword function in the Salted extension to "IsSaltedPassword" as well as the override for IsPassword, and then in my RT_SiteConfig.pm file, I used the following: Set($AuthMethods, ['LDAP', 'Salted']); So, authentication calls IsLDAPPassword() and then IsSaltedPassword(), and ignores the old IsInternalPassword() function. - For RT using the RT-Authen-ExternalAuth extension, I made the same change of the function name to IsSaltedPassword in the salt extension, and then in the local/lib/RT/User_Vendor.pm file, I changed the call for IsInternalPassword($value) to IsSaltedPassword($value). -Nick -------- This e-mail may contain confidential and privileged material for the sole use of the intended recipient. If this email is not intended for you, or you are not responsible for the delivery of this message to the intended recipient, please note that this message may contain SEAKR Engineering (SEAKR) Privileged/Proprietary Information. In such a case, you are strictly prohibited from downloading, photocopying, distributing or otherwise using this message, its contents or attachments in any way. If you have received this message in error, please notify us immediately by replying to this e-mail and delete the message from your mailbox. Information contained in this message that does not relate to the business of SEAKR is neither endorsed by nor attributable to SEAKR. From patrick.hess at cataphora.com Fri Jan 21 16:11:49 2011 From: patrick.hess at cataphora.com (Patrick Hess) Date: Fri, 21 Jan 2011 21:11:49 +0000 Subject: [rt-users] Base64 encoded emails unreadable In-Reply-To: <20110121191950.GT3710@bestpractical.com> References: <418B9720E2ED4AC1BFA7CFEA8A30CDF7@corp.int.cataphora.com><20110121185454.GS3710@bestpractical.com><19E41069D2AE4B21BDA0E60A0BB57AF9@corp.int.cataphora.com><20110121191950.GT3710@bestpractical.com> Message-ID: <1335902403-1295644310-cardhu_decombobulator_blackberry.rim.net-786794232-@bda327.bisx.prod.on.blackberry> This one is from my BlackBerry --phess -----Original Message----- From: Jesse Vincent Date: Fri, 21 Jan 2011 14:19:50 To: Patrick Hess Cc: Subject: Re: [rt-users] Base64 encoded emails unreadable On Fri, Jan 21, 2011 at 11:15:52AM -0800, Patrick Hess wrote: > Thanks for replying, Jesse. I can and will send a test from a blackberry. > > However, upgrading my version of RT is not practical. :( > Understood. Unfortunately, helping with bugs in older versions that we've already fixed in current versions is something we can only really do in the context of a support contract. (But let's make sure that's the case first) Best, Jesse From phess at cataphora.com Fri Jan 21 16:18:05 2011 From: phess at cataphora.com (Patrick Hess) Date: Fri, 21 Jan 2011 13:18:05 -0800 Subject: [rt-users] Base64 encoded emails unreadable In-Reply-To: <20110121191950.GT3710@bestpractical.com> References: <418B9720E2ED4AC1BFA7CFEA8A30CDF7@corp.int.cataphora.com> <20110121185454.GS3710@bestpractical.com> <19E41069D2AE4B21BDA0E60A0BB57AF9@corp.int.cataphora.com> <20110121191950.GT3710@bestpractical.com> Message-ID: <6D66B6595F9149A7907CFC7FEB31359F@corp.int.cataphora.com> When you say "current versions" are you referring to 3.6.10 or 3.8.x? --phess -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Friday, January 21, 2011 11:20 AM To: Patrick Hess Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Base64 encoded emails unreadable On Fri, Jan 21, 2011 at 11:15:52AM -0800, Patrick Hess wrote: > Thanks for replying, Jesse. I can and will send a test from a blackberry. > > However, upgrading my version of RT is not practical. :( > Understood. Unfortunately, helping with bugs in older versions that we've already fixed in current versions is something we can only really do in the context of a support contract. (But let's make sure that's the case first) Best, Jesse From mathieu at closetwork.org Fri Jan 21 16:52:49 2011 From: mathieu at closetwork.org (Mathieu Longtin) Date: Fri, 21 Jan 2011 16:52:49 -0500 Subject: [rt-users] redirect on logout Message-ID: We have a single-sign-on system. I managed to integrate with it using RT-Authen-ExternalAuth's cookie check. Now, it would be nice if on logout, it got redirected to our SSO's login page. Is that possible? Same with logins, if a user is not logged in, can I specify a page to forward them? Thanks -- Mathieu Longtin 1-514-803-8977 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Jan 21 17:16:01 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 21 Jan 2011 17:16:01 -0500 Subject: [rt-users] redirect on logout In-Reply-To: References: Message-ID: <20110121221601.GG57031@jibsheet.com> On Fri, Jan 21, 2011 at 04:52:49PM -0500, Mathieu Longtin wrote: > We have a single-sign-on system. I managed to integrate with it using RT-Authen-ExternalAuth's > cookie check. > > Now, it would be nice if on logout, it got redirected to our SSO's login page. Is that > possible? > > Same with logins, if a user is not logged in, can I specify a page to forward them? When 3.8.9 ships, use the provided callbacks in Logout.html -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From atsaloli.tech at gmail.com Fri Jan 21 19:12:06 2011 From: atsaloli.tech at gmail.com (Aleksey Tsalolikhin) Date: Fri, 21 Jan 2011 16:12:06 -0800 Subject: [rt-users] apache httpd segfaults Message-ID: My RT 3.8.8 has lost its prettiness. It's text-based now, no colors or graphics, only text. It does work, but it isn't pretty. No buttons, only links. The only errors I can find are in the Apache httpd log, and it seems each time I click on a link within RT, I get a message like this in my httpd error log: [Fri Jan 21 16:05:06 2011] [notice] child pid 32708 exit signal Segmentation fault (11) I use postgres 8.4 on the backend. Would appreciate any suggestions for troubleshooting this. Best, Aleksey From atsaloli.tech at gmail.com Fri Jan 21 19:25:51 2011 From: atsaloli.tech at gmail.com (Aleksey Tsalolikhin) Date: Fri, 21 Jan 2011 16:25:51 -0800 Subject: [rt-users] apache httpd segfaults In-Reply-To: References: Message-ID: On Fri, Jan 21, 2011 at 4:12 PM, Aleksey Tsalolikhin wrote: > My RT 3.8.8 has lost its prettiness. ?It's text-based now, no colors > or graphics, only text. ?It does work, but it isn't pretty. ? No > buttons, only links. > > The only errors I can find are in the Apache httpd log, and it seems > each time I click on a link within RT, I get a message like this in my > httpd error log: > > [Fri Jan 21 16:05:06 2011] [notice] child pid 32708 exit signal > Segmentation fault (11) > > I use postgres 8.4 on the backend. > > Would appreciate any suggestions for troubleshooting this. This is on CentOS 5.5 and Apache httpd 2.2 strace of the apache httpd process shows the following: open("/usr/lib/perl5/5.8.8/PerlIO.pm", O_RDONLY) = 60 ioctl(60, SNDCTL_TMR_TIMEBASE or TCGETS, 0x7fff0aee6850) = -1 ENOTTY (Inappropriate ioctl for device) lseek(60, 0, SEEK_CUR) = 0 read(60, "package PerlIO;\n\nour $VERSION = "..., 4096) = 4096 lseek(60, 382, SEEK_SET) = 382 lseek(60, 0, SEEK_CUR) = 382 close(60) = 0 stat("/opt/rt3/bin/../local/lib/PerlIO/scalar.pmc", 0x7fff0aee6c00) = -1 ENOENT (No such file or directory) stat("/opt/rt3/bin/../local/lib/PerlIO/scalar.pm", 0x7fff0aee6ac0) = -1 ENOENT (No such file or directory) stat("/opt/rt3/bin/../lib/PerlIO/scalar.pmc", 0x7fff0aee6c00) = -1 ENOENT (No such file or directory) stat("/opt/rt3/bin/../lib/PerlIO/scalar.pm", 0x7fff0aee6ac0) = -1 ENOENT (No such file or directory) stat("/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/PerlIO/scalar.pmc", 0x7fff0aee6c00) = -1 ENOENT (No such file or directory) stat("/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/PerlIO/scalar.pm", 0x7fff0aee6ac0) = -1 ENOENT (No such file or directory) stat("/usr/lib/perl5/site_perl/5.8.8/PerlIO/scalar.pmc", 0x7fff0aee6c00) = -1 ENOENT (No such file or directory) stat("/usr/lib/perl5/site_perl/5.8.8/PerlIO/scalar.pm", 0x7fff0aee6ac0) = -1 ENOENT (No such file or directory) stat("/usr/lib/perl5/site_perl/PerlIO/scalar.pmc", 0x7fff0aee6c00) = -1 ENOENT (No such file or directory) stat("/usr/lib/perl5/site_perl/PerlIO/scalar.pm", 0x7fff0aee6ac0) = -1 ENOENT (No such file or directory) stat("/usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/PerlIO/scalar.pmc", 0x7fff0aee6c00) = -1 ENOENT (No such file or directory) stat("/usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/PerlIO/scalar.pm", 0x7fff0aee6ac0) = -1 ENOENT (No such file or directory) stat("/usr/lib/perl5/vendor_perl/5.8.8/PerlIO/scalar.pmc", 0x7fff0aee6c00) = -1 ENOENT (No such file or directory) stat("/usr/lib/perl5/vendor_perl/5.8.8/PerlIO/scalar.pm", 0x7fff0aee6ac0) = -1 ENOENT (No such file or directory) stat("/usr/lib/perl5/vendor_perl/PerlIO/scalar.pmc", 0x7fff0aee6c00) = -1 ENOENT (No such file or directory) stat("/usr/lib/perl5/vendor_perl/PerlIO/scalar.pm", 0x7fff0aee6ac0) = -1 ENOENT (No such file or directory) stat("/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/PerlIO/scalar.pmc", 0x7fff0aee6c00) = -1 ENOENT (No such file or directory) stat("/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/PerlIO/scalar.pm", {st_mode=S_IFREG|0644, st_size=979, ...}) = 0 open("/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/PerlIO/scalar.pm", O_RDONLY) = 60 ioctl(60, SNDCTL_TMR_TIMEBASE or TCGETS, 0x7fff0aee6850) = -1 ENOTTY (Inappropriate ioctl for device) lseek(60, 0, SEEK_CUR) = 0 read(60, "package PerlIO::scalar;\nour $VER"..., 4096) = 979 lseek(60, 108, SEEK_SET) = 108 lseek(60, 0, SEEK_CUR) = 108 close(60) = 0 stat("/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/auto/PerlIO/scalar/scalar.so", {st_mode=S_IFREG|0755, st_size=11024, ...}) = 0 stat("/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/auto/PerlIO/scalar/scalar.bs", 0x2b8fb08059a0) = -1 ENOENT (No such file or directory) --- SIGSEGV (Segmentation fault) @ 0 (0) --- chdir("/etc/httpd") = 0 rt_sigaction(SIGSEGV, {SIG_DFL, [], SA_RESTORER|SA_INTERRUPT, 0x2b8f9056bb10}, {SIG_DFL, [], SA_RESTORER|SA_RESETHAND, 0x2b8f9056bb10}, 8) = 0 kill(8729, SIGSEGV) = 0 rt_sigreturn(0x2219) = 0 --- SIGSEGV (Segmentation fault) @ 0 (0) --- my httpd config for rt has not changed, I still have SetHandler default From phess at cataphora.com Fri Jan 21 20:04:49 2011 From: phess at cataphora.com (Patrick Hess) Date: Fri, 21 Jan 2011 17:04:49 -0800 Subject: [rt-users] apache httpd segfaults In-Reply-To: References: Message-ID: <2EC56D3D0D874085B3E848749FA4A7FE@corp.int.cataphora.com> I don't have any RHEL5.x servers at my disposal but, based on what I know about perl and RHEL4, from your strace output it looks like your perl installation may be questionable or at fault here. I recommend verifying your perl-5.8.8 RPM. Don't be surprised if files show up as "missing". When you install updated perl modules, the install may choose to uninstall the old versions. If there are "missing" files from the RPM, check in "vendor_perl" and "site_perl" to make sure they're installed elsewhere. I have experienced similar segfaults from Apache-2.0 when a server is short on memory because I have set vm.overcommit_memory=2 and vm.overcommit_ratio=100 on my RHEL4 servers. This essentially puts a limit on how much memory the kernel can claim to have and thereby forces malloc() to return NULL if the server doesn't have enough free memory to allocate. It seems that Apache-2.0 doesn't know how to deal with the inability to allocate memory; it's possible that this bug is still present in Apache-2.2. Have you attempted to allow Apache to leave coredumps? In Apache-2.0 this was done by setting the "CoreDumpDirectory" to some directory with write permissions for the appropriate User in the httpd.conf and also setting the "DAEMON_COREFILE_LIMIT" environment variable to "unlimited" in the /etc/sysconfig/httpd file. I assume it's not too different with Apache-2.2 and RHEL5. If you can get Apache to dump core, you can backtrace with gdb. I'm sorry I cannot be of more assistance, but I hope this helps somewhat. --phess -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aleksey Tsalolikhin Sent: Friday, January 21, 2011 4:26 PM To: rt-users Subject: Re: [rt-users] apache httpd segfaults On Fri, Jan 21, 2011 at 4:12 PM, Aleksey Tsalolikhin wrote: > My RT 3.8.8 has lost its prettiness. ?It's text-based now, no colors > or graphics, only text. ?It does work, but it isn't pretty. ? No > buttons, only links. > > The only errors I can find are in the Apache httpd log, and it seems > each time I click on a link within RT, I get a message like this in my > httpd error log: > > [Fri Jan 21 16:05:06 2011] [notice] child pid 32708 exit signal > Segmentation fault (11) > > I use postgres 8.4 on the backend. > > Would appreciate any suggestions for troubleshooting this. This is on CentOS 5.5 and Apache httpd 2.2 strace of the apache httpd process shows the following: open("/usr/lib/perl5/5.8.8/PerlIO.pm", O_RDONLY) = 60 ioctl(60, SNDCTL_TMR_TIMEBASE or TCGETS, 0x7fff0aee6850) = -1 ENOTTY (Inappropriate ioctl for device) lseek(60, 0, SEEK_CUR) = 0 read(60, "package PerlIO;\n\nour $VERSION = "..., 4096) = 4096 lseek(60, 382, SEEK_SET) = 382 lseek(60, 0, SEEK_CUR) = 382 close(60) = 0 stat("/opt/rt3/bin/../local/lib/PerlIO/scalar.pmc", 0x7fff0aee6c00) = -1 ENOENT (No such file or directory) stat("/opt/rt3/bin/../local/lib/PerlIO/scalar.pm", 0x7fff0aee6ac0) = -1 ENOENT (No such file or directory) stat("/opt/rt3/bin/../lib/PerlIO/scalar.pmc", 0x7fff0aee6c00) = -1 ENOENT (No such file or directory) stat("/opt/rt3/bin/../lib/PerlIO/scalar.pm", 0x7fff0aee6ac0) = -1 ENOENT (No such file or directory) stat("/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/PerlIO/scal ar.pmc", 0x7fff0aee6c00) = -1 ENOENT (No such file or directory) stat("/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/PerlIO/scal ar.pm", 0x7fff0aee6ac0) = -1 ENOENT (No such file or directory) stat("/usr/lib/perl5/site_perl/5.8.8/PerlIO/scalar.pmc", 0x7fff0aee6c00) = -1 ENOENT (No such file or directory) stat("/usr/lib/perl5/site_perl/5.8.8/PerlIO/scalar.pm", 0x7fff0aee6ac0) = -1 ENOENT (No such file or directory) stat("/usr/lib/perl5/site_perl/PerlIO/scalar.pmc", 0x7fff0aee6c00) = -1 ENOENT (No such file or directory) stat("/usr/lib/perl5/site_perl/PerlIO/scalar.pm", 0x7fff0aee6ac0) = -1 ENOENT (No such file or directory) stat("/usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/PerlIO/sc alar.pmc", 0x7fff0aee6c00) = -1 ENOENT (No such file or directory) stat("/usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/PerlIO/sc alar.pm", 0x7fff0aee6ac0) = -1 ENOENT (No such file or directory) stat("/usr/lib/perl5/vendor_perl/5.8.8/PerlIO/scalar.pmc", 0x7fff0aee6c00) = -1 ENOENT (No such file or directory) stat("/usr/lib/perl5/vendor_perl/5.8.8/PerlIO/scalar.pm", 0x7fff0aee6ac0) = -1 ENOENT (No such file or directory) stat("/usr/lib/perl5/vendor_perl/PerlIO/scalar.pmc", 0x7fff0aee6c00) = -1 ENOENT (No such file or directory) stat("/usr/lib/perl5/vendor_perl/PerlIO/scalar.pm", 0x7fff0aee6ac0) = -1 ENOENT (No such file or directory) stat("/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/PerlIO/scalar.pmc", 0x7fff0aee6c00) = -1 ENOENT (No such file or directory) stat("/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/PerlIO/scalar.pm", {st_mode=S_IFREG|0644, st_size=979, ...}) = 0 open("/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/PerlIO/scalar.pm", O_RDONLY) = 60 ioctl(60, SNDCTL_TMR_TIMEBASE or TCGETS, 0x7fff0aee6850) = -1 ENOTTY (Inappropriate ioctl for device) lseek(60, 0, SEEK_CUR) = 0 read(60, "package PerlIO::scalar;\nour $VER"..., 4096) = 979 lseek(60, 108, SEEK_SET) = 108 lseek(60, 0, SEEK_CUR) = 108 close(60) = 0 stat("/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/auto/PerlIO/scalar/sc alar.so", {st_mode=S_IFREG|0755, st_size=11024, ...}) = 0 stat("/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/auto/PerlIO/scalar/sc alar.bs", 0x2b8fb08059a0) = -1 ENOENT (No such file or directory) --- SIGSEGV (Segmentation fault) @ 0 (0) --- chdir("/etc/httpd") = 0 rt_sigaction(SIGSEGV, {SIG_DFL, [], SA_RESTORER|SA_INTERRUPT, 0x2b8f9056bb10}, {SIG_DFL, [], SA_RESTORER|SA_RESETHAND, 0x2b8f9056bb10}, 8) = 0 kill(8729, SIGSEGV) = 0 rt_sigreturn(0x2219) = 0 --- SIGSEGV (Segmentation fault) @ 0 (0) --- my httpd config for rt has not changed, I still have SetHandler default From atsaloli.tech at gmail.com Fri Jan 21 20:37:54 2011 From: atsaloli.tech at gmail.com (Aleksey Tsalolikhin) Date: Fri, 21 Jan 2011 17:37:54 -0800 Subject: [rt-users] apache httpd segfaults In-Reply-To: <2EC56D3D0D874085B3E848749FA4A7FE@corp.int.cataphora.com> References: <2EC56D3D0D874085B3E848749FA4A7FE@corp.int.cataphora.com> Message-ID: Thank you, I found I got RT back to normal after commenting out mod_wsgi (python) in the httpd.conf. There is some conflict between the two. We'll sort this out. Thanks!! :) Aleksey From jesse at bestpractical.com Fri Jan 21 23:04:11 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 21 Jan 2011 23:04:11 -0500 Subject: [rt-users] Base64 encoded emails unreadable In-Reply-To: <6D66B6595F9149A7907CFC7FEB31359F@corp.int.cataphora.com> References: <418B9720E2ED4AC1BFA7CFEA8A30CDF7@corp.int.cataphora.com> <20110121185454.GS3710@bestpractical.com> <19E41069D2AE4B21BDA0E60A0BB57AF9@corp.int.cataphora.com> <20110121191950.GT3710@bestpractical.com> <6D66B6595F9149A7907CFC7FEB31359F@corp.int.cataphora.com> Message-ID: <3cf6be1f-774b-4751-bcd3-c950d55bcf08@email.android.com> 3.8.8 or so. -- Sent from my Android phone with K-9 Mail. Please excuse my brevity. Patrick Hess wrote: When you say "current versions" are you referring to 3.6.10 or 3.8.x? --phess -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Friday, January 21, 2011 11:20 AM To: Patrick Hess Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Base64 encoded emails unreadable On Fri, Jan 21, 2011 at 11:15:52AM -0800, Patrick Hess wrote: > Thanks for replying, Jesse. I can and will send a test from a blackberry. > > However, upgrading my version of RT is not practical. :( > Understood. Unfortunately, helping with bugs in older versions that we've already fixed in current versions is something we can only really do in the context of a support contract. (But let's make sure that's the case first) Best, Jesse -------------- next part -------------- An HTML attachment was scrubbed... URL: From xt4mhz at yahoo.com Sat Jan 22 21:19:19 2011 From: xt4mhz at yahoo.com (Jose Diaz) Date: Sat, 22 Jan 2011 18:19:19 -0800 (PST) Subject: [rt-users] Upgrade 3.6 to 3.8. Message-ID: <328743.75880.qm@web161210.mail.bf1.yahoo.com> Hi everyone and thanks in advance. does anyone know a good "step by step" guide to upgrade RT 3.6.7 to latest stable RT 3.8.x ?, which version is appropiate coming from 3.6.7 ? I have Debian Lenny installation working with RT 3.6.7 done with "aptitude" program. Thanks in advance. Jos?. -- Lic. Jos? Gregorio D?az Unda. Asesor de Tecnolog?as de Informaci?n y Comunicaci?n. Tel.: 58.0412.5518085 Skype: xt4mhz Web: www.usb.ve - jgdu.blogspot.com From dominic.hargreaves at oucs.ox.ac.uk Sun Jan 23 11:32:53 2011 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Sun, 23 Jan 2011 16:32:53 +0000 Subject: [rt-users] Upgrade 3.6 to 3.8. In-Reply-To: <328743.75880.qm@web161210.mail.bf1.yahoo.com> References: <328743.75880.qm@web161210.mail.bf1.yahoo.com> Message-ID: <20110123163253.GA7387@sysdev.oucs.ox.ac.uk> On Sat, Jan 22, 2011 at 06:19:19PM -0800, Jose Diaz wrote: > Hi everyone and thanks in advance. > > does anyone know a good "step by step" guide to upgrade RT 3.6.7 to latest stable RT 3.8.x ?, which version is appropiate coming from 3.6.7 ? > > I have Debian Lenny installation working with RT 3.6.7 done with "aptitude" program. Hi, You can get request-tracker3.8 packages from lenny-backports (http://backports.debian.org/) or in the next version of Debian, "squeeze", which is due to be released in the next month or so. Unfortunately there is no automated process for migrating between request-tracker3.6 and request-tracker3.8 (I'm hoping that things will be better for migrations between request-tracker3.8 and request-tracker4.0), but I've put together some ideas for a general migration process below. They are rough untested notes based on my experience maintaining the RT Debian packages and managing RT installations with them, but there are no guarantees that they will work for you. That said, I'd be interested in any corrections you have for them. They assume that you want to do an in-place upgrade on the same host. Depending on your environment, something more elaborate may be required. Generally speaking, when moving between major versions of RT, you should spend a decent amount of time testing the new version before moving your live service across. Installing request-tracker3.8 on a new host may be useful, and potentially less risky, especially if you use mod_perl rather than FastCGI. Don't just rely on these suggestions; make sure you read through the UPGRADING document which comes with request-tracker3.8 too for supplementary information. Also, if you've installed any extensions, things will become more complicated. All that aside, here is the rough process I might follow: * Upgrade to squeeze or configure lenny-backports (in both cases I recommend you wait for 3.8.8-7, which includes a recent security fix, to become available) * apt-get install request-tracker3.8 * Answer questions based on your current install. Make sure that RTName remains the same, or you will run into problems. Perhaps use a different WebPath temporily (but you can't use both versions together in the same Apache instance if you're using mod_perl). * Decide whether to use dbconfig database configuration, maybe based on how request-tracker3.6 is set up. Use a different database name from your live install. * Configure Apache to use the new install (bearing in mind the above mod_perl caveat, and making sure you use a different base path in Apache, for example by modifying the /etc/request-tracker3.8/apache2-*.conf file you're using) * Perfom some initial testing with a fresh database * Dump your live database using native database tools, then load it into the database you're using to test with. * Run /usr/sbin/rt-setup-database-3.8 --action upgrade (probably as the www-data user) * Run /usr/sbin/rt-vulnerable-passwords-3.8 --fix (assuming you have 3.8.8-7 or greater; probably as the www-data) * Run some tests against your live data * When ready to switch over service, stop your MTA and Apache, redump your database and go over the same database upgrade procedures above, reconfigure RT to use the same WebPath as your live service (dpkg-reconfigure request-tracker3.8) and then reconfigure Apache to use RT 3.8. * Start up your web server and MTA again 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: 189 bytes Desc: Digital signature URL: From jarends at illinois.edu Sun Jan 23 23:49:15 2011 From: jarends at illinois.edu (John Arends) Date: Sun, 23 Jan 2011 22:49:15 -0600 Subject: [rt-users] RT 4 experiences Message-ID: For those who have installed testing versions of RT 4, what are your impressions? I'm deliberately not asking when it will be released since I know it will be released when it is ready. I don't yet have time to set up a test installation, but I'm hoping to free up time for that soon. In the mean time, I wanted to hear what people thought. Is the interface the same new one from 3.8? Does functionality change much? When we went from 3.6 to 3.8, enough changed that we had to do some training and plan the rollout fairly carefully. Can we slip 4.0 in without people noticing, or is the upgrade bigger than that? Just general impressions, etc. From fmahnke at gmail.com Mon Jan 24 00:31:07 2011 From: fmahnke at gmail.com (Fritz Mahnke) Date: Sun, 23 Jan 2011 23:31:07 -0600 Subject: [rt-users] Copy and paste from Notepad causes loss of email formatting In-Reply-To: References: Message-ID: Hello, I am using RT 3.8.8. Today I wrote an analysis in Windows Notepad and then copied and pasted the text into the description of a new ticket. When I did this, I noticed the description was formatted incorrectly in the outgoing email, although it is formatted correctly in the RT ticket History. Here's what I copied and pasted into the Description (excerpt). It looks like this in the RT ticket history: -- snip -- All, Our customer has requested that PostScript CSAs be color managed in ORIS in the same manner as PDF/X files. Please consider the following files (sent separately via YouSendIt: https://www.yousendit.com/download/bFlIQ1Z0dEM1UjZ4dnc9PQ ) 13_ColorManagement - the Ghent patches used for this test. The customer complained that Ghent 13.0 and 13.1 are failing in both CTW and PMW virtual printer workflows. -- snip -- The outgoing email everyone received looked like this: All, Our customer has requested that PostScript CSAs be color managed in ORIS in the same manner as PDF/X files. Please consider the following files (sent separately via YouSendIt: https://www.yousendit.com/download/bFlIQ1Z0dEM1UjZ4dnc9PQ ) 13_ColorManagement - the Ghent patches used for this test. The customer complained that Ghent 13.0 and 13.1 are failing in both CTW and PMW virtual printer workflows. The line breaks are lost, making the message much less readable. Here is what I see when I click the Download button:  All,
 
Our customer has requested that PostScript CSAs be color managed in ORIS in the same manner as PDF/X files. Please consider the following files (sent separately via YouSendIt: https://www.yousendit.com/download/bFlIQ1Z0dEM1UjZ4dnc9PQ )
 
13_ColorManagement - the Ghent patches used for this test. The customer complained that Ghent 13.0 and 13.1 are failing in both CTW and PMW virtual printer workflows.
So my paragraphs are placed into
s when I perform the copy and paste operation and line breaks are lost. Is there a way to work around this behavior? I would like my users to be able to quickly copy and paste text into the ticket Description. I appreciate any suggestions. Best regards, Fritz From Horst.Kriegers at loro.ch Mon Jan 24 01:42:37 2011 From: Horst.Kriegers at loro.ch (Horst Kriegers) Date: Mon, 24 Jan 2011 07:42:37 +0100 Subject: [rt-users] =?utf-8?q?R=C3=A9p=2E_=3A_Re=3A__CommandByMail_only_fo?= =?utf-8?q?r_certain_queue?= In-Reply-To: <20110121151831.GD57031@jibsheet.com> References: <4D39AA5A020000390003DC36@mail2.loro.swiss> <20110121151831.GD57031@jibsheet.com> Message-ID: <4D3D2D6D020000390003DC6D@mail2.loro.swiss> Kevin, thanks for your answer. I've searched but don't find the answer... how can I do that ? With a scrip ? Thanks Horst >>> Le Vendredi, 21. Janvier 2011 ? 16:18, Kevin Falcone a ?crit : On Fri, Jan 21, 2011 at 03:46:34PM +0100, Horst Kriegers wrote: > Is there a possibility to activate (or deactivate) the CommandByMail extension only for > certain queues ? It can be restricted to a group, but not specifically to a queue. -kevin ___________________________________________________________ Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From adamtang212 at hotmail.com Mon Jan 24 02:14:03 2011 From: adamtang212 at hotmail.com (Adam Tang) Date: Mon, 24 Jan 2011 15:14:03 +0800 Subject: [rt-users] Customized Status Message-ID: Dear RT friends, How do I change the status of "open" to "taken"? I found the word "open" quite confusing. Thank you very much. Adam. -------------- next part -------------- An HTML attachment was scrubbed... URL: From peter at vereshagin.org Mon Jan 24 09:15:37 2011 From: peter at vereshagin.org (Peter Vereshagin) Date: Mon, 24 Jan 2011 17:15:37 +0300 Subject: [rt-users] utf8 behavior and approach In-Reply-To: <201008231519.o7NFJn6R004733@pm-app-bugs04.mozilla.org> Message-ID: <20110124141536.GA5153@external.screwed.box> Como esta, rt-users? I believe many of you guys use both mysql and fastcgi or want to do that for RT. There was a problem on the list and I'm looking forward to hear if it's about that: http://lists.bestpractical.com/pipermail/rt-users/2010-July/065600.html The solution is: Specifying the 'mysql_enable_utf8=1;' in the DSN line solves all troubles. This means to patch the existing applications, e. g., Bugzilla and perhaps RT. Beware that there should be no 'mysql_enable_utf8' attribute in the attributes hash for the DBI->connect. I have no idea if RT can do this without a patch. More about this should be seen from me on a DBD::mysql mailing list. Thanks for attention. 7! Peter pgp: A0E26627 (4A42 6841 2871 5EA7 52AB 12F8 0CE1 4AAC A0E2 6627) -- http://vereshagin.org From l.reimann at metaways.de Mon Jan 24 09:18:43 2011 From: l.reimann at metaways.de (Lars Reimann) Date: Mon, 24 Jan 2011 15:18:43 +0100 Subject: [rt-users] CLI, http auth, https Message-ID: <4D3D8A43.1080105@metaways.de> Hello all, how can I use the CLI with http auth (user/password dialog on our RT homepage)? I assume https is supported out of the box by specifying the URL on the export RTSERVER=your.rt3.installation variable? greetings, l.r. From elacour at easter-eggs.com Mon Jan 24 09:22:42 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 24 Jan 2011 15:22:42 +0100 Subject: [rt-users] CLI, http auth, https In-Reply-To: <4D3D8A43.1080105@metaways.de> References: <4D3D8A43.1080105@metaways.de> Message-ID: <20110124142242.GG2634@easter-eggs.com> On Mon, Jan 24, 2011 at 03:18:43PM +0100, Lars Reimann wrote: > Hello all, > > > how can I use the CLI with http auth (user/password dialog on our RT > homepage)? > Use a .rtrc file with a content like this: server https://rt.foo.bar/ user me passwd mypasswd externalauth 1 don't forget to set restrictive permissions on this file ;) From mathieu at closetwork.org Mon Jan 24 09:25:58 2011 From: mathieu at closetwork.org (Mathieu Longtin) Date: Mon, 24 Jan 2011 09:25:58 -0500 Subject: [rt-users] =?utf-8?q?R=C3=A9p=2E_=3A_Re=3A_CommandByMail_only_for?= =?utf-8?q?_certain_queue?= In-Reply-To: <4D3D2D6D020000390003DC6D@mail2.loro.swiss> References: <4D39AA5A020000390003DC36@mail2.loro.swiss> <20110121151831.GD57031@jibsheet.com> <4D3D2D6D020000390003DC6D@mail2.loro.swiss> Message-ID: In RT_SiteConfig.pm Set($CommandByMailGroup, 408305); The number is the group id. It can't be the name, has to be the id. -- Mathieu Longtin 1-514-803-8977 On Mon, Jan 24, 2011 at 1:42 AM, Horst Kriegers wrote: > Kevin, > > thanks for your answer. > > I've searched but don't find the answer... > how can I do that ? With a scrip ? > > > Thanks > Horst > > >>> Le Vendredi, 21. Janvier 2011 ? 16:18, Kevin Falcone < > falcone at bestpractical.com> a ?crit : > On Fri, Jan 21, 2011 at 03:46:34PM +0100, Horst Kriegers wrote: > > Is there a possibility to activate (or deactivate) the CommandByMail > extension only for > > certain queues ? > > It can be restricted to a group, but not specifically to a queue. > > -kevin > > _______________________________________________________________________ > > Le contenu de ce courriel est uniquement r?serv? ? la personne ou > l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, > veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans > ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou > de l'utiliser de quelque mani?re que ce soit. > > _______________________________________________________________________ > > The content of this e-mail is intended only and solely for the use of the > named recipient or organisation. If you are not the named recipient, please > inform us immediately and delete the present e-mail. In this case, you are > nor allowed to copy, distribute or use this e-mail in any way. > > _______________________________________________________________________ > -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Mon Jan 24 09:28:28 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 24 Jan 2011 15:28:28 +0100 Subject: [rt-users] Customized Status In-Reply-To: References: Message-ID: <20110124142828.GH2634@easter-eggs.com> On Mon, Jan 24, 2011 at 03:14:03PM +0800, Adam Tang wrote: > Dear RT friends, > > How do I change the status of "open" to "taken"? I found the word "open" > quite confusing. > are you sure, there is already a "take" wording usage when someone take a ticket. How would you make the difference? If you're problem is that you think to complicate to take then open a ticket, you can group both actions on the web UI to a "Take&Open" action using callbacks like "local/html/Callbacks/TakeOpen/Ticket/Elements/Tabs/Default" which would replace those actions un share/html/Ticket/Elements/Tabs. From elacour at easter-eggs.com Mon Jan 24 09:31:44 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 24 Jan 2011 15:31:44 +0100 Subject: [rt-users] Editing comments In-Reply-To: References: Message-ID: <20110124143144.GI2634@easter-eggs.com> On Fri, Jan 21, 2011 at 01:30:25PM -0500, Chris Hall wrote: > Is there a way to edit comments? ?Problem arose when a helpdesk guy here > apparently copy and pasted into the comment block of a ticket, and it > grabbed a bunch of "bonus code". ?Now the comments for that ticket > read:?Message body not shown because it is too large. ?He knows not to do > that now, but I'm sure this will come up again, and I'd like to salvage > this ticket, and any further comments seem to display the error above as > well. ?Is there an easy way to go in and edit the comments, to remove the > extra junk that got put in it? You cannot edit a comment/response in RT. You have to to this in SQL directly in the database ... to be used carrefully! You can alsoe play with the option $MaxInlineBody: =item C<$MaxInlineBody> C<$MaxInlineBody> is the maximum attachment size that we want to see inline when viewing a transaction. RT will inline any text if value is undefined or 0. This option can be overridden by users in their preferences. =cut Set($MaxInlineBody, 12000); every text file with a length above this value will be replaced by "Message body not shown because it is too large" in the web UI and accessible with the download link. From wolfram.huettermann at desy.de Mon Jan 24 09:37:00 2011 From: wolfram.huettermann at desy.de (Wolfram Huettermann) Date: Mon, 24 Jan 2011 15:37:00 +0100 Subject: [rt-users] Commenting PERL code in pm and MASON modules Message-ID: <4D3D8E8C.3010901@desy.de> Hello, I spent a week commenting PERL code in MASON modules and pm files. Having read some MASON modules, I was quite astonished that there was not almost any comment except th beginning one? So do you comment your MASON modules? Or do you put everything in a manual which could be an HTML file? I am looking forward to reading your replies. Greetings, Wolfram From elacour at easter-eggs.com Mon Jan 24 09:38:12 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 24 Jan 2011 15:38:12 +0100 Subject: [rt-users] unpriviledge users can't see Attached More Files In-Reply-To: <262142.86645.qm@web62007.mail.re1.yahoo.com> References: <262142.86645.qm@web62007.mail.re1.yahoo.com> Message-ID: <20110124143812.GJ2634@easter-eggs.com> On Fri, Jan 14, 2011 at 01:15:10PM -0800, foram goram wrote: > Hi, > > I am using RT version 3.6.10 and when creating tickets or replying, > unprivileged user cannot attache more than one file. There is no Attach > More File as is the case with privileged users. Is there a way to make > that button available to unprivileged users as well? You have to patch RT for this (look differences between share/html/Ticket/Create.html and share/html/SelfService/Create.html). As of 4.0.0rc1, this is still not possible to add more than one file in SelfService. You may open a "feature request" ticket to rt-bugs at bestpractical.com for this ... with a patch ;) From Nagaraj.Narayanaswamy at tekelec.com Mon Jan 24 09:33:13 2011 From: Nagaraj.Narayanaswamy at tekelec.com (Narayanaswamy, Nagaraj) Date: Mon, 24 Jan 2011 09:33:13 -0500 Subject: [rt-users] Avoid ticket creation if not in the To address Message-ID: <4D86D4BDF19D8D468A21AEFF9C056D5908B4FB99C8@MAIL2.tekelec.com> Is there any way in RT where we could avoid ticket creation if the "Request Tracker" is not part of "To" list. We have emails auto creating tickets from some novice users who just CC emails to the Request tracker and most of them they are not intended to be tickets, instead in these scenarios we just want to fwd the email to another email alias. Any help would be appreciated. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Jan 24 09:40:20 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 24 Jan 2011 09:40:20 -0500 Subject: [rt-users] Base64 encoded emails unreadable In-Reply-To: <6D66B6595F9149A7907CFC7FEB31359F@corp.int.cataphora.com> References: <418B9720E2ED4AC1BFA7CFEA8A30CDF7@corp.int.cataphora.com> <20110121185454.GS3710@bestpractical.com> <19E41069D2AE4B21BDA0E60A0BB57AF9@corp.int.cataphora.com> <20110121191950.GT3710@bestpractical.com> <6D66B6595F9149A7907CFC7FEB31359F@corp.int.cataphora.com> Message-ID: <20110124144020.GE18529@puppy> On Fri 21.Jan'11 at 13:18:05 -0800, Patrick Hess wrote: > On Fri, Jan 21, 2011 at 11:15:52AM -0800, Patrick Hess wrote: > > Thanks for replying, Jesse. I can and will send a test from a blackberry. > > > > However, upgrading my version of RT is not practical. :( > > As a heads up, I didn't see any of the messages you sent as coming throught with a base64 content-transfer-encoding. Best, Jesse > > Understood. Unfortunately, helping with bugs in older versions that we've > already fixed in current versions is something we can only really do in > the context of a support contract. (But let's make sure that's the case > first) > > Best, > Jesse > > From jnarins at seniorbridge.com Mon Jan 24 09:46:31 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Mon, 24 Jan 2011 09:46:31 -0500 Subject: [rt-users] Customized Status In-Reply-To: <20110124142828.GH2634@easter-eggs.com> References: <20110124142828.GH2634@easter-eggs.com> Message-ID: Take, to take, I want the ticket. Taken, having been took, I have the ticket. That said, I have my doubts that there is an answer. Adding extra statii was easy enough, but there is a warning in the config: > DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT will break horribly. > Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnarins at seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour > Sent: Monday, January 24, 2011 9:28 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Customized Status > > On Mon, Jan 24, 2011 at 03:14:03PM +0800, Adam Tang wrote: > > Dear RT friends, > > > > How do I change the status of "open" to "taken"? I found the word > "open" > > quite confusing. > > > > are you sure, there is already a "take" wording usage when someone take > a ticket. How would you make the difference? > > If you're problem is that you think to complicate to take then open a > ticket, you can group both actions on the web UI to a "Take&Open" > action > using callbacks like > "local/html/Callbacks/TakeOpen/Ticket/Elements/Tabs/Default" which > would > replace those actions un share/html/Ticket/Elements/Tabs. From elacour at easter-eggs.com Mon Jan 24 09:56:44 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 24 Jan 2011 15:56:44 +0100 Subject: [rt-users] cannot display requestor or requestors attributes in rt CLI when specifying fields In-Reply-To: References: Message-ID: <20110124145644.GK2634@easter-eggs.com> On Fri, Jan 14, 2011 at 03:49:23PM +1100, Chris Herrmann wrote: > > Originally I had another problem which is that I couldn't get a bash > script to execute an RT cli, pass in variables, and email the results > as an attachment to a specified address but that's now sorted... > except that if I cannot get the email address associated with a ticket > requestor. > It's a bug. Quick patch: diff --git a/share/html/REST/1.0/Forms/ticket/default b/share/html/REST/1.0/Forms/ticket/default index 0d403b2..280ab55 100755 --- a/share/html/REST/1.0/Forms/ticket/default +++ b/share/html/REST/1.0/Forms/ticket/default @@ -202,7 +202,7 @@ if (!keys(%data)) { foreach $key (@people) { next unless (!%$fields || (exists $fields->{lc $key})); - push @data, [ $key => [ $ticket->$key->MemberEmailAddresses ] ]; + push @data, [ $key => $ticket->$key->MemberEmailAddressesAsString ]; } $time = new RT::Date ($session{CurrentUser}); Feel free to open a bug to rt-bugs at bestpractical.com for this :) and there is no way to get Requestors.Name currently ... patches are welcome ;) From elacour at easter-eggs.com Mon Jan 24 09:58:40 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 24 Jan 2011 15:58:40 +0100 Subject: [rt-users] Change string with callback possible? In-Reply-To: <4CB3E05044AE6D47989FF271DEF16ADA080F2344@us-ex02.Corp.Exlibrisgroup.com> References: <4CB3E05044AE6D47989FF271DEF16ADA080F2344@us-ex02.Corp.Exlibrisgroup.com> Message-ID: <20110124145840.GL2634@easter-eggs.com> On Tue, Jan 11, 2011 at 05:12:58PM -0600, John Alberts wrote: > I would like to change the default string about the content box when > creating a ticket depending on the queue name. The current text is > 'Describe the issue below' and I'd like to change it to be something > more queue specific. I figured I might be able to do this with a > callback, but I'm not sure how to do it. > You cannot do this with a callback, you have to patch the template share/html/Ticket/Create.html and share/html/SelfService/Create.html if needed. From elacour at easter-eggs.com Mon Jan 24 10:01:36 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 24 Jan 2011 16:01:36 +0100 Subject: [rt-users] Avoid ticket creation if not in the To address In-Reply-To: <4D86D4BDF19D8D468A21AEFF9C056D5908B4FB99C8@MAIL2.tekelec.com> References: <4D86D4BDF19D8D468A21AEFF9C056D5908B4FB99C8@MAIL2.tekelec.com> Message-ID: <20110124150136.GM2634@easter-eggs.com> On Mon, Jan 24, 2011 at 09:33:13AM -0500, Narayanaswamy, Nagaraj wrote: > Is there any way in RT where we could avoid ticket creation if the > ?Request Tracker? is not part of ?To? list. We have emails auto creating > tickets from some novice users who just CC emails to the Request tracker > and most of them they are not intended to be tickets, instead in these > scenarios we just want to fwd the email to another email alias. > If you really need this, then I think that the best place to do this is at the MDA side. That's not too difficult to do with maildrop/procmail/sieve. From elacour at easter-eggs.com Mon Jan 24 10:06:01 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 24 Jan 2011 16:06:01 +0100 Subject: [rt-users] Customized Status In-Reply-To: References: <20110124142828.GH2634@easter-eggs.com> Message-ID: <20110124150601.GN2634@easter-eggs.com> On Mon, Jan 24, 2011 at 09:46:31AM -0500, Josh Narins wrote: > Take, to take, I want the ticket. > > Taken, having been took, I have the ticket. > > That said, I have my doubts that there is an answer. Adding extra statii was easy enough, but there is a warning in the config: > > > DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT will break horribly. > if you just want to change "open" in the web UI to "Taken", then just change the translation by creating a file in local/po/xx.po (xx = two letters of your language) with the following content: -----cut----- msgid "" msgstr "" "MIME-Version: 1.0\n" "Content-Type: text/plain; charset=UTF-8\n" "Content-Transfer-Encoding: 8bit\n" msgid "Open" msgstr "Taken" -----cut----- check in lib/RT/I18N/xx.po if other strings may need to be tranlsated. then restart your web server. From ruz at bestpractical.com Mon Jan 24 10:13:38 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 24 Jan 2011 18:13:38 +0300 Subject: [rt-users] Commenting PERL code in pm and MASON modules In-Reply-To: <4D3D8E8C.3010901@desy.de> References: <4D3D8E8C.3010901@desy.de> Message-ID: On Mon, Jan 24, 2011 at 5:37 PM, Wolfram Huettermann wrote: > Hello, > > I spent a week commenting PERL code in MASON modules and pm files. Having > read some MASON modules, I was quite astonished that there was not almost > any comment except th beginning one? So do you comment your MASON modules? > Or do you put everything in a manual which could be an HTML file? We don't put comments untill code is obviouse. comments are usable when it's not clear why thing implemented this way and not differently and may be more obviouse from a first glance. .pm files are documented using POD and we would love to see patches that cleanup or improve documentation for functions. > I am looking forward to reading your replies. > > Greetings, > > Wolfram > > > -- Best regards, Ruslan. From falcone at bestpractical.com Mon Jan 24 11:18:36 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 24 Jan 2011 11:18:36 -0500 Subject: [rt-users] =?iso-8859-1?q?R=E9p=2E_=3A_Re=3A__CommandByMail_only_?= =?iso-8859-1?q?for_certain_queue?= In-Reply-To: <4D3D2D6D020000390003DC6D@mail2.loro.swiss> References: <4D39AA5A020000390003DC36@mail2.loro.swiss> <20110121151831.GD57031@jibsheet.com> <4D3D2D6D020000390003DC6D@mail2.loro.swiss> Message-ID: <20110124161836.GH57031@jibsheet.com> On Mon, Jan 24, 2011 at 07:42:37AM +0100, Horst Kriegers wrote: > thanks for your answer. > > I've searched but don't find the answer... > how can I do that ? With a scrip ? It is documented in the INSTALL or README documentation with the extension -kevin > Thanks > Horst > > >>> Le Vendredi, 21. Janvier 2011 ? 16:18, Kevin Falcone a ecrit > : > > On Fri, Jan 21, 2011 at 03:46:34PM +0100, Horst Kriegers wrote: > > Is there a possibility to activate (or deactivate) the CommandByMail extension only for > > certain queues ? > > It can be restricted to a group, but not specifically to a queue. > > -kevin > > _______________________________________________________________________ > > Le contenu de ce courriel est uniquement reserve `a la personne ou l'organisme `a qui il est > destine. Si vous n'etes pas le destinataire prevu, veuillez nous en informer au plus vite et > detruire le present courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de > le distribuer ou de l'utiliser de quelque maniere que ce soit. > > _______________________________________________________________________ > > The content of this e-mail is intended only and solely for the use of the named recipient or > organisation. If you are not the named recipient, please inform us immediately and delete the > present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in > any way. > > _______________________________________________________________________ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From pboguszewski at library.wisc.edu Mon Jan 24 12:05:02 2011 From: pboguszewski at library.wisc.edu (Peter Boguszewski) Date: Mon, 24 Jan 2011 11:05:02 -0600 Subject: [rt-users] Peg the dashboards to system menu (on the left) or top menu? Message-ID: <4D3DB13E.8070501@library.wisc.edu> We would love to be able to quickly go back to our dashboards from within a ticket but when you go into a an individual ticket the list of dashboards go away from the top menu. Is there a quick modification to allow us to keep the list of dashboards on the left menu or the top menu? Thanks, Peter Boguszewski Library Systems Administrator UW Madison - Library Technology Group pboguszewski at library.wisc.edu 608.262.4768 From sartak at bestpractical.com Mon Jan 24 14:03:19 2011 From: sartak at bestpractical.com (Shawn M Moore) Date: Mon, 24 Jan 2011 14:03:19 -0500 Subject: [rt-users] Peg the dashboards to system menu (on the left) or top menu? In-Reply-To: <4D3DB13E.8070501@library.wisc.edu> References: <4D3DB13E.8070501@library.wisc.edu> Message-ID: <4D3DCCF7.7060708@bestpractical.com> On 11/01/24 12:05, Peter Boguszewski wrote: > We would love to be able to quickly go back to our dashboards from > within a ticket but when you go into a an individual ticket the list of > dashboards go away from the top menu. Is there a quick modification to > allow us to keep the list of dashboards on the left menu or the top menu? In RT 4, we've added dashboards to the main nav menu in the new "aileron" theme so you can access dashboards from any page in RT. http://grab.by/grabs/86bf2a302c39b49634763ece38a2dff7.png In 3.x, your best bet is probably to write a callback in /Elements/Tabs/Defaults to add dashboards to toptabs. There's no config option or anything, you'll have to get your hands into Perl. Shawn From phess at cataphora.com Mon Jan 24 14:41:01 2011 From: phess at cataphora.com (Patrick Hess) Date: Mon, 24 Jan 2011 11:41:01 -0800 Subject: [rt-users] Base64 encoded emails unreadable In-Reply-To: <20110124144020.GE18529@puppy> References: <418B9720E2ED4AC1BFA7CFEA8A30CDF7@corp.int.cataphora.com> <20110121185454.GS3710@bestpractical.com> <19E41069D2AE4B21BDA0E60A0BB57AF9@corp.int.cataphora.com> <20110121191950.GT3710@bestpractical.com> <6D66B6595F9149A7907CFC7FEB31359F@corp.int.cataphora.com> <20110124144020.GE18529@puppy> Message-ID: <2E63538183A44923A87ED72159124E40@corp.int.cataphora.com> I know that when I reply to RT tickets from a BlackBerry it sends with the header set. I also know that my replies, in RT-3.6.3, look identical to the other BlackBerry users (the ASCII characters of base64 encoded). If you'd like, I'll create a test ticket in my system and divert an email so you can see. --phess -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Monday, January 24, 2011 6:40 AM To: Patrick Hess Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Base64 encoded emails unreadable On Fri 21.Jan'11 at 13:18:05 -0800, Patrick Hess wrote: > On Fri, Jan 21, 2011 at 11:15:52AM -0800, Patrick Hess wrote: > > Thanks for replying, Jesse. I can and will send a test from a blackberry. > > > > However, upgrading my version of RT is not practical. :( > > As a heads up, I didn't see any of the messages you sent as coming throught with a base64 content-transfer-encoding. Best, Jesse > > Understood. Unfortunately, helping with bugs in older versions that we've > already fixed in current versions is something we can only really do in > the context of a support contract. (But let's make sure that's the case > first) > > Best, > Jesse > > From kfcrocker at lbl.gov Mon Jan 24 15:06:02 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 24 Jan 2011 12:06:02 -0800 Subject: [rt-users] Help with perl code to resolve all children tickets Message-ID: To list, I was fooling around with the idea of creating a scrip that would allow the resolution of a parent ticket to automatically resolve all children tickets. I thought this would be helpful if a developer had a bunch of sub-tasks/tickets and they didn't want to go in and "resolve" each one individually, they could just "resolve" the parent and that would cause a cascade effect to go ahead and resolve all the children. This is the code I developed: # Resolve all Ticket children when the Ticket is resolved if (defined($id)) { $tickets->FromSQL('Type = "ticket" AND MemberOf="'.$id.'"'); # Loop thru all Children while (my $child = $tickets->Next) { next unless( $child->Status =~ /^(?:new|open|stalled)$/ ); $RT::Logger->info("Closing associated child"); $child->SetStatus("resolved"); This worked fine except in the situation where a "Child" ticket was also a "Depends/on" ticket. The cascade stops. Well, that made sense, but I want to get around that. So I tried to force it with: # Resolve all Ticket children when the Ticket is resolved ........ ........ $child->SetStatus("resolved", 'Force'); This didn't work. The top parent *was resolved*, but no cascade effect to any of the "child" tickets at all, even when there was no "DependsOn" relationship. I looked at the log and it shows the first ticket resolved, but no errors after that and yet, the children weren't resolved. Without the "Force", it works just fine, up to the ticket with the "DependsOn"child. So .... I went to several Perl handbooks (Perl Cookbook by O'Reilly, Perl for Dummies, etc.) and found nothing on the "Set" command, let alone the "Force" option. I went to the RT Essentials book and found nothing. I am *NOT* a perl programmer, but understand enough basic perl to be able to clone a scrip or two and modify it with what little perl knowledge(?) I have. Obviously, I don't know enough about perl to figure this one out. Can anyone help me out with some perl clues/instruction here? Thanks in advance. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From kris_germann at 295.ca Mon Jan 24 15:24:35 2011 From: kris_germann at 295.ca (Kris Germann) Date: Mon, 24 Jan 2011 15:24:35 -0500 Subject: [rt-users] Custom fields generating child tickets In-Reply-To: References: Message-ID: <001d01cbbc04$b7a33a50$26e9aef0$@ca> Hey everyone. I have a few n00b questions for you on a new-ish RT 3.8.8 install: I have created a custom field labeled 'Send to:', where there is a dropdown list naming several queues. What I'm wondering is when selecting these options & updating the ticket, if it could then create a child ticket in the queue selected via the custom field dropdown menu with the content that current reply / comment which would then be dependent on the 'master' ticket of sorts. --- Similar to http://www.gossamer-threads.com/lists/rt/users/68537? ,But different enough to require a separate answer, Let me know if you can, Kris Germann Fibernetics Corporation -------------- next part -------------- An HTML attachment was scrubbed... URL: From kris_germann at 295.ca Mon Jan 24 15:35:32 2011 From: kris_germann at 295.ca (Kris Germann) Date: Mon, 24 Jan 2011 15:35:32 -0500 Subject: [rt-users] Custom fields generating child tickets In-Reply-To: <001d01cbbc04$b7a33a50$26e9aef0$@ca> References: <001d01cbbc04$b7a33a50$26e9aef0$@ca> Message-ID: <003401cbbc06$3fb20c90$bf1625b0$@ca> I should clarify because this sounds ridiculous the way I've wrote it, sorry: I am creating let's say. a order. I want to create it in Queue A, but Queues B, E, and G need to be notified about it; lets say one is shipping, one provisioning etc. So I want to comment / reply on the ticket, then have the ability to select queues B, E, and K and hit update, when this happens, it creates child tickets dependant on the original ticket and each with a subject suffix like below: Subject: {$Tickets{'TOP'}->Subject} - ChildTicketSuffix Depended-on-by: TOP Status: new Queue: Queue B, Queue E, Queue G Type: ticket Refers-To: {$Tickets{'TOP'}->Id()} Content: {$Transaction->Content} ENDOFCONTENT Thanks Kris Germann Fibernetics Corporation From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kris Germann Sent: Monday, January 24, 2011 3:25 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Custom fields generating child tickets Hey everyone. I have a few n00b questions for you on a new-ish RT 3.8.8 install: I have created a custom field labeled 'Send to:', where there is a dropdown list naming several queues. What I'm wondering is when selecting these options & updating the ticket, if it could then create a child ticket in the queue selected via the custom field dropdown menu with the content that current reply / comment which would then be dependent on the 'master' ticket of sorts. --- Similar to http://www.gossamer-threads.com/lists/rt/users/68537? ,But different enough to require a separate answer, Let me know if you can, Kris Germann Fibernetics Corporation -------------- next part -------------- An HTML attachment was scrubbed... URL: From engle at 4j.lane.edu Mon Jan 24 16:31:15 2011 From: engle at 4j.lane.edu (Kurt Engle) Date: Mon, 24 Jan 2011 13:31:15 -0800 (PST) Subject: [rt-users] Auto resolve ticket with e-mail Message-ID: <893163982.600398.1295904675995.JavaMail.root@mail3.4j.lane.edu> I am aware of the CommandByMail extenstion and have been able to make it work as advertised... But, is there a way to auto-resolve a ticket by simply sending an email to a specific address similar to the way that you can create and comment on a ticket by sending to a specific e-mail. Basically, sending email to -resolve at rt.blah with a line in the /etc/aliases file that would look like: -resolve: "|/etc/smrsh/rt-mailgate --queue --action resolve --url https://rt.blah" Is this possible? Kurt Engle -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Jan 24 21:59:38 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 24 Jan 2011 21:59:38 -0500 Subject: [rt-users] Help with perl code to resolve all children tickets In-Reply-To: References: Message-ID: <20110125025938.GI57031@jibsheet.com> On Mon, Jan 24, 2011 at 12:06:02PM -0800, Kenneth Crocker wrote: > To list, > > I was fooling around with the idea of creating a scrip that would allow the resolution of a > parent ticket to automatically resolve all children tickets. I thought this would be helpful > if a developer had a bunch of sub-tasks/tickets and they didn't want to go in and "resolve" > each one individually, they could just "resolve" the parent and that would cause a cascade > effect to go ahead and resolve all the children. This is the code I developed: > > # Resolve all Ticket children when the Ticket is resolved > > if (defined($id)) > { > $tickets->FromSQL('Type = "ticket" AND MemberOf="'.$id.'"'); > # Loop thru all Children > while (my $child = $tickets->Next) { > next unless( $child->Status =~ /^(?:new|open|stalled)$/ ); > $RT::Logger->info("Closing associated child"); > $child->SetStatus("resolved"); > > This worked fine except in the situation where a "Child" ticket was also a "Depends/on" > ticket. The cascade stops. Well, that made sense, but I want to get around that. > > So I tried to force it with: > > # Resolve all Ticket children when the Ticket is resolved > > ........ > ........ > $child->SetStatus("resolved", 'Force'); > > This didn't work. The top parent was resolved, but no cascade effect to any of the "child" > tickets at all, even when there was no "DependsOn" relationship. > > I looked at the log and it shows the first ticket resolved, but no errors after that and yet, > the children weren't resolved. > > Without the "Force", it works just fine, up to the ticket with the "DependsOn"child. > > So .... I went to several Perl handbooks (Perl Cookbook by O'Reilly, Perl for Dummies, etc.) > and found nothing on the "Set" command, let alone the "Force" option. > I went to the RT Essentials book and found nothing. The relevant documentation is found in perldoc lib/RT/Ticket_Overlay.pm . You're passing incorrect arguments to SetStatus > I am NOT a perl programmer, but understand enough basic perl to be able to clone a scrip or > two and modify it with what little perl knowledge(?) I have. > > Obviously, I don't know enough about perl to figure this one out. > > Can anyone help me out with some perl clues/instruction here? > > Thanks in advance. > > Kenn > LBNL -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jan 24 22:00:51 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 24 Jan 2011 22:00:51 -0500 Subject: [rt-users] Auto resolve ticket with e-mail In-Reply-To: <893163982.600398.1295904675995.JavaMail.root@mail3.4j.lane.edu> References: <893163982.600398.1295904675995.JavaMail.root@mail3.4j.lane.edu> Message-ID: <20110125030051.GJ57031@jibsheet.com> On Mon, Jan 24, 2011 at 01:31:15PM -0800, Kurt Engle wrote: > I am aware of the CommandByMail extenstion and have been able to make it work as advertised... > > But, is there a way to auto-resolve a ticket by simply sending an email to a specific address > similar to the way that you can create and comment on a ticket by sending to a specific > e-mail. Basically, sending email to -resolve at rt.blah with a line in the /etc/aliases > file that would look like: > > -resolve: "|/etc/smrsh/rt-mailgate --queue --action resolve --url > https://rt.blah" perldoc /opt/rt3/bin/rt-mailgate -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From adamtang212 at hotmail.com Mon Jan 24 22:36:59 2011 From: adamtang212 at hotmail.com (Adam Tang) Date: Tue, 25 Jan 2011 11:36:59 +0800 Subject: [rt-users] Customized Status In-Reply-To: <20110124150601.GN2634@easter-eggs.com> References: , <20110124142828.GH2634@easter-eggs.com>, , <20110124150601.GN2634@easter-eggs.com> Message-ID: Dear RT Friends, Thank you for the advices. I don't know where is the exact location for "local", so, i go into rt-3.8.8\lib\RT\I18N and add the msgid and msgstr for "Open" but nothing happens. I am using ubuntu server os. Now, I am trying another way. I add custom field called "Taken" and apply to ticket with type of "select a value". I can see the custom field is at ticket there with choices of "no value" and "yes". but, how do I change the custom field from value "no value" to "yes" after user clicked "take" to own the ticket? Once again, thank you for your help. > Date: Mon, 24 Jan 2011 16:06:01 +0100 > From: elacour at easter-eggs.com > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Customized Status > > On Mon, Jan 24, 2011 at 09:46:31AM -0500, Josh Narins wrote: > > Take, to take, I want the ticket. > > > > Taken, having been took, I have the ticket. > > > > That said, I have my doubts that there is an answer. Adding extra statii was easy enough, but there is a warning in the config: > > > > > DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT will break horribly. > > > > if you just want to change "open" in the web UI to "Taken", then just > change the translation by creating a file in local/po/xx.po (xx = two > letters of your language) with the following content: > > -----cut----- > msgid "" > msgstr "" > "MIME-Version: 1.0\n" > "Content-Type: text/plain; charset=UTF-8\n" > "Content-Transfer-Encoding: 8bit\n" > > msgid "Open" > msgstr "Taken" > > -----cut----- > > check in lib/RT/I18N/xx.po if other strings may need to be tranlsated. > > then restart your web server. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From adamtang212 at hotmail.com Mon Jan 24 23:35:43 2011 From: adamtang212 at hotmail.com (Adam Tang) Date: Tue, 25 Jan 2011 12:35:43 +0800 Subject: [rt-users] Self Service Open Tickets Extra Column Message-ID: Dear RT Friends, How do I add 1 column inside http://192.168.1.99/rt/SelfService/ page to display my CustomField "Taken" to user? I can't find the html or php file inside rt-3.8.8. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Horst.Kriegers at loro.ch Tue Jan 25 01:39:43 2011 From: Horst.Kriegers at loro.ch (Horst Kriegers) Date: Tue, 25 Jan 2011 07:39:43 +0100 Subject: [rt-users] =?utf-8?q?R=C3=A9p=2E_=3A_Re=3A__CommandByMail_only_fo?= =?utf-8?q?r_certain_queue?= In-Reply-To: <20110124161836.GH57031@jibsheet.com> References: <4D39AA5A020000390003DC36@mail2.loro.swiss> <20110121151831.GD57031@jibsheet.com> <4D3D2D6D020000390003DC6D@mail2.loro.swiss> <20110124161836.GH57031@jibsheet.com> Message-ID: <4D3E7E3F020000390003DCD3@mail2.loro.swiss> yes, sorry I saw not it right away :( Horst >>> Le Lundi, 24. Janvier 2011 ? 17:18, Kevin Falcone a ?crit : On Mon, Jan 24, 2011 at 07:42:37AM +0100, Horst Kriegers wrote: > thanks for your answer. > > I've searched but don't find the answer... > how can I do that ? With a scrip ? It is documented in the INSTALL or README documentation with the extension -kevin > Thanks > Horst > > >>> Le Vendredi, 21. Janvier 2011 16:18, Kevin Falcone a ecrit > : > > On Fri, Jan 21, 2011 at 03:46:34PM +0100, Horst Kriegers wrote: > > Is there a possibility to activate (or deactivate) the CommandByMail extension only for > > certain queues ? > > It can be restricted to a group, but not specifically to a queue. > > -kevin > > _______________________________________________________________________ > > Le contenu de ce courriel est uniquement reserve `a la personne ou l'organisme `a qui il est > destine. Si vous n'etes pas le destinataire prevu, veuillez nous en informer au plus vite et > detruire le present courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de > le distribuer ou de l'utiliser de quelque maniere que ce soit. > > _______________________________________________________________________ > > The content of this e-mail is intended only and solely for the use of the named recipient or > organisation. If you are not the named recipient, please inform us immediately and delete the > present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in > any way. > > _______________________________________________________________________ ___________________________________________________________ Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From wolfram.huettermann at desy.de Tue Jan 25 08:14:32 2011 From: wolfram.huettermann at desy.de (Wolfram Huettermann) Date: Tue, 25 Jan 2011 14:14:32 +0100 Subject: [rt-users] When are new users created in RT? Message-ID: <4D3ECCB8.90404@desy.de> Hello, I created a tool in which I can detect and eliminate duplicate users in RT, and now I am writing a documentation. I already know that i can create a new user in Admin/Users/modify.html?id=new and maybe if I add a watcher of a ticket. My question is: when do I create new users in general except these given possibilities? Greetings, Wolfram From jnarins at seniorbridge.com Tue Jan 25 08:23:01 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Tue, 25 Jan 2011 08:23:01 -0500 Subject: [rt-users] Customized Status In-Reply-To: References: , <20110124142828.GH2634@easter-eggs.com>, , <20110124150601.GN2634@easter-eggs.com> Message-ID: Read again. $BUILD_LOCATION/local/po Create a file called xx.po (where xx is your language ) and put the stuff between the --cut-- lines in there. And, since RT caches a lot, you'll probably need to clean out the cache under var/mason_data. I always restart the server at the point, but I'm not 100% sure that is required. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Adam Tang Sent: Monday, January 24, 2011 10:37 PM To: elacour at easter-eggs.com; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Customized Status Dear RT Friends, Thank you for the advices. I don't know where is the exact location for "local", so, i go into rt-3.8.8\lib\RT\I18N and add the msgid and msgstr for "Open" but nothing happens. I am using ubuntu server os. Now, I am trying another way. I add custom field called "Taken" and apply to ticket with type of "select a value". I can see the custom field is at ticket there with choices of "no value" and "yes". but, how do I change the custom field from value "no value" to "yes" after user clicked "take" to own the ticket? Once again, thank you for your help. > Date: Mon, 24 Jan 2011 16:06:01 +0100 > From: elacour at easter-eggs.com > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Customized Status > > On Mon, Jan 24, 2011 at 09:46:31AM -0500, Josh Narins wrote: > > Take, to take, I want the ticket. > > > > Taken, having been took, I have the ticket. > > > > That said, I have my doubts that there is an answer. Adding extra statii was easy enough, but there is a warning in the config: > > > > > DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT will break horribly. > > > > if you just want to change "open" in the web UI to "Taken", then just > change the translation by creating a file in local/po/xx.po (xx = two > letters of your language) with the following content: > > -----cut----- > msgid "" > msgstr "" > "MIME-Version: 1.0\n" > "Content-Type: text/plain; charset=UTF-8\n" > "Content-Transfer-Encoding: 8bit\n" > > msgid "Open" > msgstr "Taken" > > -----cut----- > > check in lib/RT/I18N/xx.po if other strings may need to be tranlsated. > > then restart your web server. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ju at netzwerklabor.at Tue Jan 25 09:04:11 2011 From: ju at netzwerklabor.at (Jutta Zalud) Date: Tue, 25 Jan 2011 15:04:11 +0100 Subject: [rt-users] [?? Probable Spam] When are new users created in RT? In-Reply-To: <4D3ECCB8.90404@desy.de> References: <4D3ECCB8.90404@desy.de> Message-ID: <178112310174.20110125150411@netzwerklabor.at> Hello, am Dienstag, 25. J?nner 2011 um 14:14 schrieb Wolfram Heuttemann: > I already know that i can create a new user in > Admin/Users/modify.html?id=new and maybe if I add a watcher of a > ticket. My question is: when do I create new users in general except > these given possibilities? Most users are autocreated when they write an e-mail to the rt-address. You can find them either in you sql-database or doing a seach in rt in configuration - users - select a user - for users where the user-id contains "@" Maybe there is a better way - I have not found it yet. Best regards, Jutta From xt4mhz at yahoo.com Tue Jan 25 09:53:29 2011 From: xt4mhz at yahoo.com (Jose Diaz) Date: Tue, 25 Jan 2011 06:53:29 -0800 (PST) Subject: [rt-users] =?iso-8859-1?q?=BFdoes_request-tracker3=2E6_need_resta?= =?iso-8859-1?q?rt_apache2_often=3F?= In-Reply-To: Message-ID: <528124.84431.qm@web161203.mail.bf1.yahoo.com> --- El Vie 21/1/11, Ruslan Zakirov escribi?: > De: Ruslan Zakirov > Asunto: Re: [rt-users] ?does request-tracker3.6 need restart apache2 often? > Para: "Jose Diaz" > Cc: rt-users at lists.bestpractical.com > Fecha: Viernes 21 de Enero de 2011, 2:26 > Hi, > > You start debugging with logs. However, you better start > with > upgrading your RT instance to 3.8.8 at least. > > On Fri, Jan 21, 2011 at 2:09 AM, Jose Diaz > wrote: > > Hi and thanks in advance. > > > > I just installed request-tracker3.6 in a debian lenny > server. > > > > It works perfect but today suddenly stopped to send > email to users when a new ticket is created. Even, when we > make a reply to requestor, the email is not sent. > > > > In the history of the ticket when its created as new, > the message which says that email outgoing was recorded is > not present. > > > > So after a very pain process, we restarted apache2: > > > > /etc/init.d/apache2 restart > > > > And RT started to send emails again. > > > > Is it normal? > > > > We read something about FastCGI but we are not pretty > clear. > > > > Do we have to restart the apache2 often ? > > > > Can we setup anything to avoid apache2 restart ? > > > > Thanks again. > > > > Jos?. > > > > > > -- > > Lic. Jos? Gregorio D?az Unda. > > Asesor de Tecnolog?as de Informaci?n y > Comunicaci?n. > > Tel.: 58.0412.5518085 > > Skype: xt4mhz > > Web: www.usb.ve - jgdu.blogspot.com > > > > > > > > > > -- > Best regards, Ruslan. > Hi Ruslan and thanks for the help. We started the research process to upgrade RT 3.6.7 to 3.8.8 Thanks a lot! Jos?. -- Lic. Jos? Gregorio D?az Unda. Asesor de Tecnolog?as de Informaci?n y Comunicaci?n. Tel.: 58.0412.5518085 Skype: xt4mhz Web: www.usb.ve - jgdu.blogspot.com From adamtang212 at hotmail.com Tue Jan 25 09:57:08 2011 From: adamtang212 at hotmail.com (Adam Tang) Date: Tue, 25 Jan 2011 22:57:08 +0800 Subject: [rt-users] =?iso-8859-1?q?=BFdoes_request-tracker3=2E6_need_resta?= =?iso-8859-1?q?rt_apache2_often=3F?= In-Reply-To: <528124.84431.qm@web161203.mail.bf1.yahoo.com> References: , <528124.84431.qm@web161203.mail.bf1.yahoo.com> Message-ID: Dear RT friends, Wonder why we still using mailing list. We could make use of simple forum software for this. >,< > Date: Tue, 25 Jan 2011 06:53:29 -0800 > From: xt4mhz at yahoo.com > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] ?does request-tracker3.6 need restart apache2 often? > > --- El Vie 21/1/11, Ruslan Zakirov escribi?: > > > De: Ruslan Zakirov > > Asunto: Re: [rt-users] ?does request-tracker3.6 need restart apache2 often? > > Para: "Jose Diaz" > > Cc: rt-users at lists.bestpractical.com > > Fecha: Viernes 21 de Enero de 2011, 2:26 > > Hi, > > > > You start debugging with logs. However, you better start > > with > > upgrading your RT instance to 3.8.8 at least. > > > > On Fri, Jan 21, 2011 at 2:09 AM, Jose Diaz > > wrote: > > > Hi and thanks in advance. > > > > > > I just installed request-tracker3.6 in a debian lenny > > server. > > > > > > It works perfect but today suddenly stopped to send > > email to users when a new ticket is created. Even, when we > > make a reply to requestor, the email is not sent. > > > > > > In the history of the ticket when its created as new, > > the message which says that email outgoing was recorded is > > not present. > > > > > > So after a very pain process, we restarted apache2: > > > > > > /etc/init.d/apache2 restart > > > > > > And RT started to send emails again. > > > > > > Is it normal? > > > > > > We read something about FastCGI but we are not pretty > > clear. > > > > > > Do we have to restart the apache2 often ? > > > > > > Can we setup anything to avoid apache2 restart ? > > > > > > Thanks again. > > > > > > Jos?. > > > > > > > > > -- > > > Lic. Jos? Gregorio D?az Unda. > > > Asesor de Tecnolog?as de Informaci?n y > > Comunicaci?n. > > > Tel.: 58.0412.5518085 > > > Skype: xt4mhz > > > Web: www.usb.ve - jgdu.blogspot.com > > > > > > > > > > > > > > > > > -- > > Best regards, Ruslan. > > > > Hi Ruslan and thanks for the help. > > We started the research process to upgrade RT 3.6.7 to 3.8.8 > > Thanks a lot! > > Jos?. > > -- > Lic. Jos? Gregorio D?az Unda. > Asesor de Tecnolog?as de Informaci?n y Comunicaci?n. > Tel.: 58.0412.5518085 > Skype: xt4mhz > Web: www.usb.ve - jgdu.blogspot.com > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jan 25 10:19:09 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 25 Jan 2011 10:19:09 -0500 Subject: [rt-users] Self Service Open Tickets Extra Column In-Reply-To: References: Message-ID: <20110125151909.GK57031@jibsheet.com> On Tue, Jan 25, 2011 at 12:35:43PM +0800, Adam Tang wrote: > How do I add 1 column inside http://192.168.1.99/rt/SelfService/ page to display my > CustomField "Taken" to user? I can't find the html or php file inside rt-3.8.8. Read about DefaultSelfServiceSearchResultFormat in RT_Config.pm -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From xt4mhz at yahoo.com Tue Jan 25 10:46:52 2011 From: xt4mhz at yahoo.com (Jose Diaz) Date: Tue, 25 Jan 2011 07:46:52 -0800 (PST) Subject: [rt-users] Upgrade 3.6 to 3.8. In-Reply-To: Message-ID: <696821.82446.qm@web161211.mail.bf1.yahoo.com> --- El S?b 22/1/11, Patrick Hess escribi?: > De: Patrick Hess > Asunto: RE: [rt-users] Upgrade 3.6 to 3.8. > Para: "'Jose Diaz'" > Fecha: S?bado 22 de Enero de 2011, 21:41 > Upgrading 3.6.x to 3.8.x seems pretty > straightforward to me.? The only > tricky part could be upgrading the database.? If > you're using MySQL, like > most of us, then the "UPGRADING.mysql" file looks like it > has enough > information to help someone complete the task. > > --phess > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] > On Behalf Of Jose Diaz > Sent: Saturday, January 22, 2011 6:19 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Upgrade 3.6 to 3.8. > > Hi everyone and thanks in advance. > > does anyone know a good "step by step" guide to upgrade RT > 3.6.7 to latest > stable RT 3.8.x ?, which version is appropiate coming from > 3.6.7 ? > > I have Debian Lenny installation working with RT 3.6.7 done > with "aptitude" > program. > > Thanks in advance. > > Jos?. > > -- > Lic. Jos? Gregorio D?az Unda. > Asesor de Tecnolog?as de Informaci?n y Comunicaci?n. > Tel.: 58.0412.5518085 > Skype: xt4mhz > Web: www.usb.ve - jgdu.blogspot.com > > > > > Hi Patrick and thanks for the reference. I'm checking these files from "rt-3.8.8.tar.gz" file: - UPGRADING.Mysql - README - UPGRADING You say "tricky part" ... any hints about this process ? Thanks again. Jos?. -- Lic. Jos? Gregorio D?az Unda. Asesor de Tecnolog?as de Informaci?n y Comunicaci?n. Tel.: 58.0412.5518085 Skype: xt4mhz Web: www.usb.ve - jgdu.blogspot.com From xt4mhz at yahoo.com Tue Jan 25 10:59:53 2011 From: xt4mhz at yahoo.com (Jose Diaz) Date: Tue, 25 Jan 2011 07:59:53 -0800 (PST) Subject: [rt-users] Upgrade 3.6 to 3.8. In-Reply-To: <2136146692.80571.1295755650238.JavaMail.root@mailstore01.gopc.net> Message-ID: <616281.81262.qm@web161217.mail.bf1.yahoo.com> Hi Chris and thanks a lot for your help. We started the reading of "UPGRADING" file as you mentioned. In this file, there is a section starting with: "UPGRADING FROM 3.6.X and earlier - Changes: ..." I think this is for us. It says: "New schema for mysql 4.1 and greater, read more in UPGRADING.mysql." So we will follow the steps explained in "UPGRADING.mysql" Did you refer to this "UPGRADING.mysql" By the other hand, you mentioned "we tried to apply all the other fixes listed in "UPGRADING", but that turned out to be unneccessary (and in fact damaging)" What fixes can we override? Thankks again. Take care. Jos?. -- Lic. Jos? Gregorio D?az Unda. Asesor de Tecnolog?as de Informaci?n y Comunicaci?n. Tel.: 58.0412.5518085 Skype: xt4mhz Web: www.usb.ve - jgdu.blogspot.com --- El S?b 22/1/11, Chris Hoy Poy escribi?: > De: Chris Hoy Poy > Asunto: Re: [rt-users] Upgrade 3.6 to 3.8. > Para: "Jose Diaz" > Fecha: S?bado 22 de Enero de 2011, 23:07 > Hi Jose, > > We just upgraded a couple of debian RT 3.6.6 to 3.8.8, and > just followed the instructions in UPGRADING > > This is from from a manually installed 3.6.6 on Debian > Lenny to a manual latest 3.8.8 on Ubuntu 10.04 > > For the database, we just had to run this command to fix > the database: > ? /opt/rt3/sbin/rt-setup-database --dba root > --prompt-for-dba-password --action upgrade > > When prompted, enter the appropriate version and it just > works . > > The libraries were more of a pain, but we just kept adding > them whenever it complained. The database upgrade was > simple. > > As always, make sure you have a couple of backups :) I just > had a couple of mysqldumps of that database. The first time > we did it, we tried to apply all the other fixes listed in > "UPGRADING", but that turned out to be unneccessary (and in > fact damaging) - all we actually needed to was run that one > command. > > Chris Hoy Poy > Senior Infrastructure Engineer ??? > ??? > > Central Data Systems Pty Ltd > 88 Havelock St.,West Perth, WA 6005 > Phone: 08 9481 4010,Fax: 08 9481 4767 > www.central-data.net > > ----- Original Message ----- > From: "Jose Diaz" > To: rt-users at lists.bestpractical.com > Sent: Sunday, 23 January, 2011 10:19:19 AM > Subject: [rt-users] Upgrade 3.6 to 3.8. > > Hi everyone and thanks in advance. > > does anyone know a good "step by step" guide to upgrade RT > 3.6.7 to > latest stable RT 3.8.x ?, which version is appropiate > coming from 3.6.7 > ? > > I have Debian Lenny installation working with RT 3.6.7 done > with > "aptitude" program. > > Thanks in advance. > > Jos?. > > -- Lic. Jos? Gregorio D?az Unda. > Asesor de Tecnolog?as de Informaci?n y Comunicaci?n. > Tel.: 58.0412.5518085 > Skype: xt4mhz > Web: www.usb.ve - jgdu.blogspot.com > From kfcrocker at lbl.gov Tue Jan 25 11:49:35 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 25 Jan 2011 08:49:35 -0800 Subject: [rt-users] Help with perl code to resolve all children tickets In-Reply-To: <20110125025938.GI57031@jibsheet.com> References: <20110125025938.GI57031@jibsheet.com> Message-ID: Kevin, AHHH. I'll check it out. Thanks. Kenn LBNL On Mon, Jan 24, 2011 at 6:59 PM, Kevin Falcone wrote: > On Mon, Jan 24, 2011 at 12:06:02PM -0800, Kenneth Crocker wrote: > > To list, > > > > I was fooling around with the idea of creating a scrip that would > allow the resolution of a > > parent ticket to automatically resolve all children tickets. I thought > this would be helpful > > if a developer had a bunch of sub-tasks/tickets and they didn't want > to go in and "resolve" > > each one individually, they could just "resolve" the parent and that > would cause a cascade > > effect to go ahead and resolve all the children. This is the code I > developed: > > > > # Resolve all Ticket children when the Ticket is resolved > > > > if (defined($id)) > > { > > $tickets->FromSQL('Type = "ticket" AND MemberOf="'.$id.'"'); > > # Loop thru all Children > > while (my $child = $tickets->Next) { > > next unless( $child->Status =~ /^(?:new|open|stalled)$/ ); > > $RT::Logger->info("Closing associated child"); > > $child->SetStatus("resolved"); > > > > This worked fine except in the situation where a "Child" ticket was > also a "Depends/on" > > ticket. The cascade stops. Well, that made sense, but I want to get > around that. > > > > So I tried to force it with: > > > > # Resolve all Ticket children when the Ticket is resolved > > > > ........ > > ........ > > $child->SetStatus("resolved", 'Force'); > > > > This didn't work. The top parent was resolved, but no cascade effect > to any of the "child" > > tickets at all, even when there was no "DependsOn" relationship. > > > > I looked at the log and it shows the first ticket resolved, but no > errors after that and yet, > > the children weren't resolved. > > > > Without the "Force", it works just fine, up to the ticket with the > "DependsOn"child. > > > > So .... I went to several Perl handbooks (Perl Cookbook by O'Reilly, > Perl for Dummies, etc.) > > and found nothing on the "Set" command, let alone the "Force" option. > > I went to the RT Essentials book and found nothing. > > The relevant documentation is found in perldoc > lib/RT/Ticket_Overlay.pm . You're passing incorrect arguments to > SetStatus > > > I am NOT a perl programmer, but understand enough basic perl to be > able to clone a scrip or > > two and modify it with what little perl knowledge(?) I have. > > > > Obviously, I don't know enough about perl to figure this one out. > > > > Can anyone help me out with some perl clues/instruction here? > > > > Thanks in advance. > > > > Kenn > > LBNL > -------------- next part -------------- An HTML attachment was scrubbed... URL: From johannes.kullberg at datagroup.fi Tue Jan 25 13:40:14 2011 From: johannes.kullberg at datagroup.fi (Johannes Kullberg) Date: Tue, 25 Jan 2011 20:40:14 +0200 Subject: [rt-users] Autoreply html template returns transaction content as plain text Message-ID: <8E68031BCA2F324885EBCC2C1A95E85507F0EA027D@dgserver01.Datagroup.local> Hello, We have a public support queue and our customers wants html enabled emails. We have an autoreply template that includes the ticket information. The reply is all html except the original requestors message that comes out plain text. I suspect the "Transaction->Content()" should be modified but how? I have tried some solutions found on this mailing list but no success. How can I get the whole message to show as HTML? We have these enabled at RT_SiteConfig.pm Set($PreferRichText, yes); Set($TrustHTMLAttachments, 1); This is how the autoreply template is set up now: Content-Type: text/html Subject: {$Ticket->Subject} Content: T?m? on automaattinen viesti ja yhteenveto koskien huoltokutsua:

"{$Ticket->Subject()}"

Mik?li teill? tulee mit??n lis?tt?v?? t?h?n huoltokutsuun, voitte l?hett?? lis?tietoja vastaamalla t?h?n viestiin.

T?lle tapaukselle on luotu tunnistenumero:

[{$Ticket->QueueObj->SubjectTag || $rtname} #{$Ticket->id()}]

Pyyd?mme teit? jatkossa s?ilytt?m??n tunnistenumeron otsikkokent?ss? kaikessa tapaukseen liittyv?ss? kirjeenvaihdossa.

Kiitos,
Yll?pito
xxxxxxxxxxxxxxxxxx
xxxxxx at xxxxxxxxxx
puh.xxxxxxxxxxxxxx



{$Transaction->Content()} TIA, RT -rules, a great peace of free software! Johannes -------------- next part -------------- An HTML attachment was scrubbed... URL: From kris_germann at 295.ca Tue Jan 25 14:37:27 2011 From: kris_germann at 295.ca (Kris Germann) Date: Tue, 25 Jan 2011 14:37:27 -0500 Subject: [rt-users] Auto-own? In-Reply-To: <8E68031BCA2F324885EBCC2C1A95E85507F0EA027D@dgserver01.Datagroup.local> References: <8E68031BCA2F324885EBCC2C1A95E85507F0EA027D@dgserver01.Datagroup.local> Message-ID: <034901cbbcc7$4d90cc40$e8b264c0$@ca> Just wondering if there is a way to give the ticket to a RT user account as soon as they open it, rather than leaving it up to them to 'Take' it? Also, I'm running this report here: Created < '3 days ago' AND ( Status != 'rejected' OR Status != 'resolved' ) , which works for now, but is there a way to tell what this query does (how many tickets are < 3 days), but also tell me how old they actually are? Thanks Kris Germann Fibernetics Corporation -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jan 25 14:50:50 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 25 Jan 2011 14:50:50 -0500 Subject: [rt-users] Autoreply html template returns transaction content as plain text In-Reply-To: <8E68031BCA2F324885EBCC2C1A95E85507F0EA027D@dgserver01.Datagroup.local> References: <8E68031BCA2F324885EBCC2C1A95E85507F0EA027D@dgserver01.Datagroup.local> Message-ID: <20110125195050.GA70280@jibsheet.com> On Tue, Jan 25, 2011 at 08:40:14PM +0200, Johannes Kullberg wrote: > We have an autoreply template that includes the ticket information. The reply is all html > except the original requestors message that comes out plain text. > > I suspect the "Transaction->Content()" should be modified but how? I have tried some solutions > found on this mailing list but no success. > > We have these enabled at RT_SiteConfig.pm > > Set($PreferRichText, yes); This isn't a valid value for PreferRichText > Set($TrustHTMLAttachments, 1); But neither of those affect outgoing mail anyway. > {$Transaction->Content()} I suspect you want Type => 'text/html' there -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 Tue Jan 25 14:55:02 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 25 Jan 2011 11:55:02 -0800 Subject: [rt-users] Auto-own? In-Reply-To: <034901cbbcc7$4d90cc40$e8b264c0$@ca> References: <8E68031BCA2F324885EBCC2C1A95E85507F0EA027D@dgserver01.Datagroup.local> <034901cbbcc7$4d90cc40$e8b264c0$@ca> Message-ID: Kris, We use a scrip for that: Description: Auto Owner Condition: User Defined Action: User Defined Template: Blank Stage: TransactionBatch Custom Condition: # Check for Ticket Status changed to "open" my $trans = $self->TransactionObj; return ($trans->Type eq "Status" && $trans->NewValue eq "open"); Custom action Prep Code: # set owner if Nobody my $ticket = $self->TicketObj; my $trans = $self->TransactionObj; my $owner_id = $trans->CreatorObj->PrincipalId; if ($ticket->OwnerObj->Name() eq 'Nobody' ) { $ticket->SetOwner($owner_id, 'Force'); } return 1; Custom action Cleanup Code: return 1; Works for us. Hope it helps. Kenn LBNL On Tue, Jan 25, 2011 at 11:37 AM, Kris Germann wrote: > Just wondering if there is a way to give the ticket to a RT user account as > soon as they open it, rather than leaving it up to them to ?Take? it? > > > > Also, I?m running this report here: Created < '3 days ago' AND ( Status != > 'rejected' OR Status != 'resolved' ) , which works for now, but is there a > way to tell what this query does (how many tickets are < 3 days), but also > tell me *how* old they actually are? > > > > Thanks > > > > Kris Germann > > Fibernetics Corporation > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From chris at summersault.com Tue Jan 25 16:51:34 2011 From: chris at summersault.com (Chris Hardie) Date: Tue, 25 Jan 2011 16:51:34 -0500 Subject: [rt-users] Displaying actual OtherRecipients of a transaction in email sent to all recipients In-Reply-To: <20100913145223.GN550@jibsheet.com> References: <4C88F824.5010603@summersault.com> <20100913145223.GN550@jibsheet.com> Message-ID: <4D3F45E6.1040602@summersault.com> On 9/13/10 10:52 AM, Kevin Falcone wrote: > On Thu, Sep 09, 2010 at 11:07:16AM -0400, Chris Hardie wrote: >> >> Hi. I'm trying to find a way to display the "Other Recipients" of a >> transaction in the headers of the email message generated to everyone >> involved - Requestors, CCs, and Other Recipients. >> >> So, if I reply to a ticket and type in an address in the "CC" field of >> the reply form, but don't actually add that recipient as a CC to the >> ticket, I still want everyone getting the reply to see everyone else who >> received it. >> >> Another way to say this is that I'm looking for a third behavior for the >> $UseFriendlyToLine config option - instead of "blank" or "Friendly Text" >> I want to actually display the addresses being e-mailed in the To/CC >> header fields (but just for one queue). > > It sounds like you want to collapse your scrips so that Notify > Requestors, Ccs and Other Recipients happens all in one action. > We don't recommend that you send to AdminCcs and Requestors at the > same time. > > Otherwise, you could certainly add a note to the outgoing mail by > writing some code in your template to examine RT-Send-Cc Thanks, Kevin. I don't suppose you could provide an example of what a template might look like that includes the kind of conditional note you spoke of? That would be very helpful. Thanks, Chris From falcone at bestpractical.com Tue Jan 25 16:59:50 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 25 Jan 2011 16:59:50 -0500 Subject: [rt-users] Displaying actual OtherRecipients of a transaction in email sent to all recipients In-Reply-To: <4D3F45E6.1040602@summersault.com> References: <4C88F824.5010603@summersault.com> <20100913145223.GN550@jibsheet.com> <4D3F45E6.1040602@summersault.com> Message-ID: <20110125215950.GB70280@jibsheet.com> On Tue, Jan 25, 2011 at 04:51:34PM -0500, Chris Hardie wrote: > On 9/13/10 10:52 AM, Kevin Falcone wrote: > > On Thu, Sep 09, 2010 at 11:07:16AM -0400, Chris Hardie wrote: > >> > >> Hi. I'm trying to find a way to display the "Other Recipients" of a > >> transaction in the headers of the email message generated to everyone > >> involved - Requestors, CCs, and Other Recipients. > >> > >> So, if I reply to a ticket and type in an address in the "CC" field of > >> the reply form, but don't actually add that recipient as a CC to the > >> ticket, I still want everyone getting the reply to see everyone else who > >> received it. > >> > >> Another way to say this is that I'm looking for a third behavior for the > >> $UseFriendlyToLine config option - instead of "blank" or "Friendly Text" > >> I want to actually display the addresses being e-mailed in the To/CC > >> header fields (but just for one queue). > > > > It sounds like you want to collapse your scrips so that Notify > > Requestors, Ccs and Other Recipients happens all in one action. > > We don't recommend that you send to AdminCcs and Requestors at the > > same time. > > > > Otherwise, you could certainly add a note to the outgoing mail by > > writing some code in your template to examine RT-Send-Cc > > Thanks, Kevin. I don't suppose you could provide an example of what a > template might look like that includes the kind of conditional note you > spoke of? That would be very helpful. I don't have anything handy, but the code used in the Transaction History to show other ccs would be good to steal -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kris_germann at 295.ca Tue Jan 25 18:01:43 2011 From: kris_germann at 295.ca (Kris Germann) Date: Tue, 25 Jan 2011 18:01:43 -0500 Subject: [rt-users] Auto-own? In-Reply-To: References: <8E68031BCA2F324885EBCC2C1A95E85507F0EA027D@dgserver01.Datagroup.local> <034901cbbcc7$4d90cc40$e8b264c0$@ca> Message-ID: <001d01cbbce3$d5e0f900$81a2eb00$@ca> That's in Kenn, thanks for the help. There is also something else that's been in the back of my head for some time. When someone clicks on a ticket subject to open it, it is just a link I presume; however, could the same outcome of the scrip below apply to this as well? Essentially, any possible way for someone to open a ticket would force ownership? Kris Germann From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, January 25, 2011 2:55 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Auto-own? Kris, We use a scrip for that: Description: Auto Owner Condition: User Defined Action: User Defined Template: Blank Stage: TransactionBatch Custom Condition: # Check for Ticket Status changed to "open" my $trans = $self->TransactionObj; return ($trans->Type eq "Status" && $trans->NewValue eq "open"); Custom action Prep Code: # set owner if Nobody my $ticket = $self->TicketObj; my $trans = $self->TransactionObj; my $owner_id = $trans->CreatorObj->PrincipalId; if ($ticket->OwnerObj->Name() eq 'Nobody' ) { $ticket->SetOwner($owner_id, 'Force'); } return 1; Custom action Cleanup Code: return 1; Works for us. Hope it helps. Kenn LBNL On Tue, Jan 25, 2011 at 11:37 AM, Kris Germann wrote: Just wondering if there is a way to give the ticket to a RT user account as soon as they open it, rather than leaving it up to them to 'Take' it? Also, I'm running this report here: Created < '3 days ago' AND ( Status != 'rejected' OR Status != 'resolved' ) , which works for now, but is there a way to tell what this query does (how many tickets are < 3 days), but also tell me how old they actually are? Thanks Kris Germann Fibernetics Corporation -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.cramer at gmail.com Tue Jan 25 18:09:20 2011 From: scott.cramer at gmail.com (Scott Cramer) Date: Tue, 25 Jan 2011 18:09:20 -0500 Subject: [rt-users] stop Message-ID: -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Jan 25 18:49:37 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 25 Jan 2011 15:49:37 -0800 Subject: [rt-users] Auto-own? In-Reply-To: <001d01cbbce3$d5e0f900$81a2eb00$@ca> References: <8E68031BCA2F324885EBCC2C1A95E85507F0EA027D@dgserver01.Datagroup.local> <034901cbbcc7$4d90cc40$e8b264c0$@ca> <001d01cbbce3$d5e0f900$81a2eb00$@ca> Message-ID: Kris, You could just use the scrip I gave you and change the condition to "OnTransaction". That way, if someone touches the ticket and it isn't owned, it will set the User as the new Owner of the ticket. That's pretty extreme though. Kenn LBNL On Tue, Jan 25, 2011 at 3:01 PM, Kris Germann wrote: > That?s in Kenn, thanks for the help. > > > > There is also something else that?s been in the back of my head for some > time. When someone clicks on a ticket subject to open it, it is just a link > I presume; however, could the same outcome of the scrip below apply to this > as well? Essentially, any possible way for someone to open a ticket would > force ownership? > > > > Kris Germann > > > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker > *Sent:* Tuesday, January 25, 2011 2:55 PM > *To:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Auto-own? > > > > Kris, > > We use a scrip for that: > > Description: Auto Owner > Condition: User Defined > Action: User Defined > Template: Blank > Stage: TransactionBatch > > > Custom Condition: > # Check for Ticket Status changed to "open" > > my $trans = $self->TransactionObj; > > return ($trans->Type eq "Status" && > $trans->NewValue eq "open"); > > Custom action Prep Code: > # set owner if Nobody > > my $ticket = $self->TicketObj; > my $trans = $self->TransactionObj; > my $owner_id = $trans->CreatorObj->PrincipalId; > > if ($ticket->OwnerObj->Name() eq 'Nobody' ) > { > $ticket->SetOwner($owner_id, 'Force'); > } > > return 1; > > Custom action Cleanup Code: > return 1; > > Works for us. Hope it helps. > > Kenn > LBNL > > On Tue, Jan 25, 2011 at 11:37 AM, Kris Germann > wrote: > > Just wondering if there is a way to give the ticket to a RT user account as > soon as they open it, rather than leaving it up to them to ?Take? it? > > > > Also, I?m running this report here: Created < '3 days ago' AND ( Status != > 'rejected' OR Status != 'resolved' ) , which works for now, but is there a > way to tell what this query does (how many tickets are < 3 days), but also > tell me *how* old they actually are? > > > > Thanks > > > > Kris Germann > > Fibernetics Corporation > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kris_germann at 295.ca Tue Jan 25 18:54:15 2011 From: kris_germann at 295.ca (Kris Germann) Date: Tue, 25 Jan 2011 18:54:15 -0500 Subject: [rt-users] Auto-own? In-Reply-To: References: <8E68031BCA2F324885EBCC2C1A95E85507F0EA027D@dgserver01.Datagroup.local> <034901cbbcc7$4d90cc40$e8b264c0$@ca> <001d01cbbce3$d5e0f900$81a2eb00$@ca> Message-ID: <000601cbbceb$2c8a7900$859f6b00$@ca> It is extreme, yes. We'll see how it works out. Thanks, Kris Germann Fibernetics Corporation From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, January 25, 2011 6:50 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Auto-own? Kris, You could just use the scrip I gave you and change the condition to "OnTransaction". That way, if someone touches the ticket and it isn't owned, it will set the User as the new Owner of the ticket. That's pretty extreme though. Kenn LBNL On Tue, Jan 25, 2011 at 3:01 PM, Kris Germann wrote: That's in Kenn, thanks for the help. There is also something else that's been in the back of my head for some time. When someone clicks on a ticket subject to open it, it is just a link I presume; however, could the same outcome of the scrip below apply to this as well? Essentially, any possible way for someone to open a ticket would force ownership? Kris Germann From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, January 25, 2011 2:55 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Auto-own? Kris, We use a scrip for that: Description: Auto Owner Condition: User Defined Action: User Defined Template: Blank Stage: TransactionBatch Custom Condition: # Check for Ticket Status changed to "open" my $trans = $self->TransactionObj; return ($trans->Type eq "Status" && $trans->NewValue eq "open"); Custom action Prep Code: # set owner if Nobody my $ticket = $self->TicketObj; my $trans = $self->TransactionObj; my $owner_id = $trans->CreatorObj->PrincipalId; if ($ticket->OwnerObj->Name() eq 'Nobody' ) { $ticket->SetOwner($owner_id, 'Force'); } return 1; Custom action Cleanup Code: return 1; Works for us. Hope it helps. Kenn LBNL On Tue, Jan 25, 2011 at 11:37 AM, Kris Germann wrote: Just wondering if there is a way to give the ticket to a RT user account as soon as they open it, rather than leaving it up to them to 'Take' it? Also, I'm running this report here: Created < '3 days ago' AND ( Status != 'rejected' OR Status != 'resolved' ) , which works for now, but is there a way to tell what this query does (how many tickets are < 3 days), but also tell me how old they actually are? Thanks Kris Germann Fibernetics Corporation -------------- next part -------------- An HTML attachment was scrubbed... URL: From adamtang212 at hotmail.com Tue Jan 25 21:27:46 2011 From: adamtang212 at hotmail.com (Adam Tang) Date: Wed, 26 Jan 2011 10:27:46 +0800 Subject: [rt-users] Self Service Open Tickets Extra Column In-Reply-To: <20110125151909.GK57031@jibsheet.com> References: , <20110125151909.GK57031@jibsheet.com> Message-ID: Dear Kevin, Thank you very much. I can now modify the header for the field and also the value. In the SearchResultFormat, to list value, we will use __ColumnName__ to list the value. May I know if I have a custom field value called "Taken", how do I list the value. I have used __Taken__ but nothing shown. > Date: Tue, 25 Jan 2011 10:19:09 -0500 > From: falcone at bestpractical.com > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Self Service Open Tickets Extra Column > > On Tue, Jan 25, 2011 at 12:35:43PM +0800, Adam Tang wrote: > > How do I add 1 column inside http://192.168.1.99/rt/SelfService/ page to display my > > CustomField "Taken" to user? I can't find the html or php file inside rt-3.8.8. > > Read about DefaultSelfServiceSearchResultFormat in RT_Config.pm > > -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From phess at cataphora.com Wed Jan 26 05:14:41 2011 From: phess at cataphora.com (Patrick Hess) Date: Wed, 26 Jan 2011 02:14:41 -0800 Subject: [rt-users] Base64 encoded emails unreadable In-Reply-To: <20110121185454.GS3710@bestpractical.com> References: <418B9720E2ED4AC1BFA7CFEA8A30CDF7@corp.int.cataphora.com> <20110121185454.GS3710@bestpractical.com> Message-ID: <8872267962B249D3830C31854B3B6432@corp.int.cataphora.com> I installed RT-3.8.8 and am still seeing the same problem. I am using the RHEL4 sendmail-8.13.1-3.2.el4 RPM on an RHEL4 server. When I installed RT-3.8.8 I opted not to update the smrsh (rt-mailgate) from the 3.6.3 version that is currently running because there are two RT-3.6.3 running in Production mode on this server. Is it possible that the problem lies partially, or wholly, in the mailgate application? --phess -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Friday, January 21, 2011 10:55 AM To: Patrick Hess Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Base64 encoded emails unreadable I believe that this works in more recent RTs. Can you try sending a test message from a blackberry to rt-bugs at bestpractical.com, cced to me? Best, Jesse On Fri, Jan 21, 2011 at 10:52:56AM -0800, Patrick Hess wrote: > The entire content of emails, not just attachments, from BlackBerry devices > appears to be Base64 encoded. The issue that we're having is that RT-3.6.3 > is unable to detect that the message is encoded -- even though the > "Content-Transfer-Encoding header" is set to "base64" -- and therefore any > message from a BlackBerry is unreadable. > > I'm fairly certain that someone else has seen this problem and fixed it; I'm > hoping someone can give a recommendation to help with this. I am running > RT-3.6.3 on a RHEL4u5 x64 server with perl-5.8.5 using the > perl-5.8.5-36.RHEL4 RPM. > > --phess > -- From elacour at easter-eggs.com Wed Jan 26 07:28:40 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 26 Jan 2011 13:28:40 +0100 Subject: [rt-users] : Re: cannot display requestor or requestors attributes in rt CLI when specifying fields In-Reply-To: References: Message-ID: <20110126122840.GE2725@easter-eggs.com> On Tue, Jan 25, 2011 at 11:18:10AM +1100, Chris Herrmann wrote: > Hi Emmanuel, > > Thankyou for your reply, I had almost given up. My apologies in advance, I > don?t know perl and am only light technical... > > If I try to execute the below I get a variety of errors, but the first > problem is around diff & git? > that's not a script that should be executed, that's a patch ;) it should apply easily on with the following command: cd /usr/share/request-tracker3.8/ patch -p2 < /tmp/thepatch if you are not familiar with this you can just edit the file and remove the "[" "]" around $ticket->$key->MemberEmailAddresses. then you should clean your mason cache and restart your webserver. From phess at cataphora.com Wed Jan 26 07:33:59 2011 From: phess at cataphora.com (Patrick Hess) Date: Wed, 26 Jan 2011 04:33:59 -0800 Subject: [rt-users] Base64 encoded emails unreadable Message-ID: Final update: this issue is fixed. At the site in question, the procmail-related "formail" application is being used to remail messages to RT. During the remailing process, "formail" was stripping off the "Content-Transfer-Encoding" and "Content-Type" headers from the incoming message before remailing to RT. Now that "formail" is configured to no longer strip those important headers, RT is correctly able to discern that the message is Base64 encoded used and RT-3.6.3 is correctly decoding the message. --phess -----Original Message----- From: Patrick Hess [mailto:phess at cataphora.com] Sent: Friday, January 21, 2011 10:53 AM To: 'rt-users at lists.bestpractical.com' Subject: Base64 encoded emails unreadable The entire content of emails, not just attachments, from BlackBerry devices appears to be Base64 encoded. The issue that we're having is that RT-3.6.3 is unable to detect that the message is encoded -- even though the "Content-Transfer-Encoding header" is set to "base64" -- and therefore any message from a BlackBerry is unreadable. I'm fairly certain that someone else has seen this problem and fixed it; I'm hoping someone can give a recommendation to help with this. I am running RT-3.6.3 on a RHEL4u5 x64 server with perl-5.8.5 using the perl-5.8.5-36.RHEL4 RPM. --phess From olearypatrick at gmail.com Wed Jan 26 07:34:38 2011 From: olearypatrick at gmail.com (Patrick O'Leary) Date: Wed, 26 Jan 2011 05:34:38 -0700 Subject: [rt-users] disable email responses Message-ID: in the demos, posted via the wiki, email notifications are disabled. i would like to disable emails while I work out initial configuration. how is this done? thanks in advance. Patrick From elacour at easter-eggs.com Wed Jan 26 07:44:13 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 26 Jan 2011 13:44:13 +0100 Subject: [rt-users] disable email responses In-Reply-To: References: Message-ID: <20110126124412.GH2725@easter-eggs.com> On Wed, Jan 26, 2011 at 05:34:38AM -0700, Patrick O'Leary wrote: > in the demos, posted via the wiki, email notifications are disabled. i > would like to disable emails while I work out initial configuration. > how is this done? thanks in advance. > I do this the ugly way by setting: Set($SendmailPath , "/bin/true"); in RT_SiteConfig. ;) From Nagaraj.Narayanaswamy at tekelec.com Wed Jan 26 08:36:06 2011 From: Nagaraj.Narayanaswamy at tekelec.com (Narayanaswamy, Nagaraj) Date: Wed, 26 Jan 2011 08:36:06 -0500 Subject: [rt-users] RTFM Content from SelfService Message-ID: <4D86D4BDF19D8D468A21AEFF9C056D5908B507A208@MAIL2.tekelec.com> Is there a way for unprivileged users to view existing RTFM articles and the contents using SelfService? We are running RT 3.8.7 using RTFM 2.4.2 and for unprivileged users even after giving "ShowACL", "ShowArticle", "See Class" and "SeeCustomField" rights, we are unable to see the Content field. Is there any other rights that I need to provide. I saw some posts where some folks have gotten it to work in SelfService. -------------- next part -------------- An HTML attachment was scrubbed... URL: From dominic.hargreaves at oucs.ox.ac.uk Wed Jan 26 09:26:58 2011 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Wed, 26 Jan 2011 14:26:58 +0000 Subject: [rt-users] : Re: cannot display requestor or requestors attributes in rt CLI when specifying fields In-Reply-To: <20110126122840.GE2725@easter-eggs.com> References: <20110126122840.GE2725@easter-eggs.com> Message-ID: <20110126142658.GE4309@gunboat-diplomat.oucs.ox.ac.uk> On Wed, Jan 26, 2011 at 01:28:40PM +0100, Emmanuel Lacour wrote: > that's not a script that should be executed, that's a patch ;) > > it should apply easily on with the following command: > > cd /usr/share/request-tracker3.8/ > patch -p2 < /tmp/thepatch > > > if you are not familiar with this you can just edit the file and remove > the "[" "]" around $ticket->$key->MemberEmailAddresses. > > > then you should clean your mason cache and restart your webserver. I do not recommend this method of altering Debian packaged software, as it introduces a degree of unpredictability in the way the software behaves and opens up the risk that the change will simply be overwritten the next time an update to the package is released. Probably the best way for someone who doesn't want to modify the Debian source package to introduce such a change would be to copy the file in question to /usr/local/share/request-tracker3.8/html/[..] and then make modifications there; at least that way the change will not be overwritten by updates (although the user would then need to ensure that any upstream changes to the file are reflected in their local version). Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From falcone at bestpractical.com Wed Jan 26 10:35:45 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 26 Jan 2011 10:35:45 -0500 Subject: [rt-users] disable email responses In-Reply-To: <20110126124412.GH2725@easter-eggs.com> References: <20110126124412.GH2725@easter-eggs.com> Message-ID: <20110126153545.GC70280@jibsheet.com> On Wed, Jan 26, 2011 at 01:44:13PM +0100, Emmanuel Lacour wrote: > On Wed, Jan 26, 2011 at 05:34:38AM -0700, Patrick O'Leary wrote: > > in the demos, posted via the wiki, email notifications are disabled. i > > would like to disable emails while I work out initial configuration. > > how is this done? thanks in advance. > > > > I do this the ugly way by setting: > > Set($SendmailPath , "/bin/true"); I usually do Set($MailCommand, 'testfile'); In 3.8.9 this will also log the file where all your mail goes if you want to examine it later. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jan 26 10:46:52 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 26 Jan 2011 10:46:52 -0500 Subject: [rt-users] RTFM Content from SelfService In-Reply-To: <4D86D4BDF19D8D468A21AEFF9C056D5908B507A208@MAIL2.tekelec.com> References: <4D86D4BDF19D8D468A21AEFF9C056D5908B507A208@MAIL2.tekelec.com> Message-ID: <20110126154652.GD70280@jibsheet.com> On Wed, Jan 26, 2011 at 08:36:06AM -0500, Narayanaswamy, Nagaraj wrote: > Is there a way for unprivileged users to view existing RTFM articles and the contents using > SelfService? We are running RT 3.8.7 using RTFM 2.4.2 and for unprivileged users even after > giving "ShowACL", "ShowArticle", "See Class" and "SeeCustomField" rights, we are unable to see > the Content field. Is there any other rights that I need to provide. I saw some posts where > some folks have gotten it to work in SelfService. lib/RT/FM/Introduction.pod contains the relevant documentation -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From chris-barnes at tamu.edu Wed Jan 26 10:50:29 2011 From: chris-barnes at tamu.edu (Chris Barnes) Date: Wed, 26 Jan 2011 09:50:29 -0600 Subject: [rt-users] child tickets Message-ID: <4D4042C5.9040205@tamu.edu> (noob question) So I see there are some discussions about something called "child tickets". From what I believe this means, this would be something quite useful for us. So how do I create a ticket that is a child of another ticket? Using RT 3.8.8 -- 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 Wed Jan 26 10:51:18 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 26 Jan 2011 10:51:18 -0500 Subject: [rt-users] Self Service Open Tickets Extra Column In-Reply-To: References: <20110125151909.GK57031@jibsheet.com> Message-ID: <20110126155118.GE70280@jibsheet.com> > On Wed, Jan 26, 2011 at 10:27:46AM +0800, Adam Tang wrote: > >> From: falcone at bestpractical.com > >> Subject: Re: [rt-users] Self Service Open Tickets Extra Column > >> > >> On Tue, Jan 25, 2011 at 12:35:43PM +0800, Adam Tang wrote: > >> > How do I add 1 column inside http://192.168.1.99/rt/SelfService/ page to display my > >> > CustomField "Taken" to user? I can't find the html or php file inside rt-3.8.8. > >> > >> Read about DefaultSelfServiceSearchResultFormat in RT_Config.pm > > >Thank you very much. I can now modify the header for the field and also the value. > >In the SearchResultFormat, to list value, we will use __ColumnName__ to list the value. > >May I know if I have a custom field value called "Taken", how do I list the value. > >I have used __Taken__ but nothing shown. Go build a saved search that includes the custom field you want and click on Advanced and look at the Format field, that will show you the format of the string you use in your config -kevin -------------- 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 Wed Jan 26 11:11:42 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 26 Jan 2011 17:11:42 +0100 Subject: [rt-users] : Re: cannot display requestor or requestors attributes in rt CLI when specifying fields In-Reply-To: <20110126142658.GE4309@gunboat-diplomat.oucs.ox.ac.uk> References: <20110126122840.GE2725@easter-eggs.com> <20110126142658.GE4309@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <20110126161142.GB2586@easter-eggs.com> On Wed, Jan 26, 2011 at 02:26:58PM +0000, Dominic Hargreaves wrote: > I do not recommend this method of altering Debian packaged software, as I fully agree ... but didn't had time to explain a more complete process ;) From elacour at easter-eggs.com Wed Jan 26 11:12:25 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 26 Jan 2011 17:12:25 +0100 Subject: [rt-users] disable email responses In-Reply-To: <20110126153545.GC70280@jibsheet.com> References: <20110126124412.GH2725@easter-eggs.com> <20110126153545.GC70280@jibsheet.com> Message-ID: <20110126161224.GC2586@easter-eggs.com> On Wed, Jan 26, 2011 at 10:35:45AM -0500, Kevin Falcone wrote: > > I usually do Set($MailCommand, 'testfile'); or /bin/cat to get those mails in RT logs ;) From elacour at easter-eggs.com Wed Jan 26 11:18:54 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 26 Jan 2011 17:18:54 +0100 Subject: [rt-users] child tickets In-Reply-To: <4D4042C5.9040205@tamu.edu> References: <4D4042C5.9040205@tamu.edu> Message-ID: <20110126161854.GD2586@easter-eggs.com> On Wed, Jan 26, 2011 at 09:50:29AM -0600, Chris Barnes wrote: > (noob question) > > So I see there are some discussions about something called "child > tickets". From what I believe this means, this would be something > quite useful for us. > > > So how do I create a ticket that is a child of another ticket? > Using RT 3.8.8 > Child ticket is a just a ticket that as a "Link" to another ticket. You can quickly create one with the following method: - display a ticket - in the box on bottom right of ticket metadata, with the title "Links", click on "add" link in front of either "Depends on", "Child" or "Refers to". The kind of link type choice depends of your needs. more details here: http://requesttracker.wikia.com/wiki/Relationships From falcone at bestpractical.com Wed Jan 26 11:26:40 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 26 Jan 2011 11:26:40 -0500 Subject: [rt-users] disable email responses In-Reply-To: <20110126161224.GC2586@easter-eggs.com> References: <20110126124412.GH2725@easter-eggs.com> <20110126153545.GC70280@jibsheet.com> <20110126161224.GC2586@easter-eggs.com> Message-ID: <20110126162640.GF70280@jibsheet.com> On Wed, Jan 26, 2011 at 05:12:25PM +0100, Emmanuel Lacour wrote: > On Wed, Jan 26, 2011 at 10:35:45AM -0500, Kevin Falcone wrote: > > > > I usually do Set($MailCommand, 'testfile'); > > or /bin/cat to get those mails in RT logs ;) I prefer the 3.8.9/4.0.0 approach of getting a tmpfile full of 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 vance_walsh at concordacademy.org Wed Jan 26 12:47:46 2011 From: vance_walsh at concordacademy.org (Vance Walsh) Date: Wed, 26 Jan 2011 12:47:46 -0500 Subject: [rt-users] Unable to get Reply to Requestor message sent In-Reply-To: References: Message-ID: I am fairly new to Postfix and RT so I apologize ahead of time. Presently my RT server receives email fine and creates tickets. It also updates those tickets base on email replies from the requestor. Sadly though when I attempt to reply from within the ticket to the sender no email is sent. Thoughts on which logs and settings I should check? I am running 3.8.8 on CentOS --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Jan 26 13:17:54 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 26 Jan 2011 10:17:54 -0800 Subject: [rt-users] Unable to get Reply to Requestor message sent In-Reply-To: References: Message-ID: Vance, When you go to the "Reply" or "Comment" screen, what do you see at the bootm of the page? You SHOULD see a list of Roles/Users/Groups that will get an email based on the active Global/Queue scrips. You can accept that list or change it by checking certain boxes to suppress that user/role/group. If you make changes, you must click the "Save Changes" box. Once updated or if you like the list of recipients, then you click the "Update" box. That should do it. Kenn LBNL On Wed, Jan 26, 2011 at 9:47 AM, Vance Walsh wrote: > I am fairly new to Postfix and RT so I apologize ahead of time. > > Presently my RT server receives email fine and creates tickets. It also > updates those tickets base on email replies from the requestor. > > Sadly though when I attempt to reply from within the ticket to the sender > no email is sent. > > Thoughts on which logs and settings I should check? > > I am running 3.8.8 on CentOS > > --- > > Vance Walsh > Network and Systems Administrator > Concord Academy - Concord, Mass. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From vance_walsh at concordacademy.org Wed Jan 26 13:55:39 2011 From: vance_walsh at concordacademy.org (Vance Walsh) Date: Wed, 26 Jan 2011 13:55:39 -0500 Subject: [rt-users] Unable to get Reply to Requestor message sent Message-ID: Here is what I have listed there. There is no email for the requestor listed. Is there a configuration step with Scrips that I may have missed? This message will be sent to... (Check boxes to disable notifications to the listed recipients) On Correspond Notify AdminCcs On Correspond Notify AdminCcs with template Admin Correspondence On Correspond Notify Other Recipients On Correspond Notify Other Recipients with template Correspondence On Correspond Notify Requestors and Ccs On Correspond Notify Requestors and Ccs with template Correspondence Messages about this ticket will not be sent to... (Check boxes to enable notifications to the listed recipients) --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Jan 26 14:19:53 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 26 Jan 2011 11:19:53 -0800 Subject: [rt-users] Unable to get Reply to Requestor message sent In-Reply-To: References: Message-ID: Vance, You will notice there is NO scrip for notifying Requestors on Create. This scrip is usually delivered with RT. Check your Global Scrips and see if it is there and see if it is Disabled or not. If it is, change the Stage to "TransactionCreate" and save the changes. That will do it. IF, however, you do not see such a scrip, then create one. Follow the instructions in the RT Essentials Book. Kenn LBNL On Wed, Jan 26, 2011 at 10:55 AM, Vance Walsh < vance_walsh at concordacademy.org> wrote: > Here is what I have listed there. There is no email for the requestor > listed. Is there a configuration step with Scrips that I may have missed? > > *This message will be sent to...* > *(Check boxes to disable notifications to the listed recipients)* > *On Correspond Notify AdminCcs* > On Correspond Notify AdminCcs with template Admin Correspondence > *On Correspond Notify Other Recipients* > On Correspond Notify Other Recipients with template Correspondence > *On Correspond Notify Requestors and Ccs* > On Correspond Notify Requestors and Ccs with template Correspondence > > > *Messages about this ticket will not be sent to...* > *(Check boxes to enable notifications to the listed recipients)* > > --- > > Vance Walsh > Network and Systems Administrator > Concord Academy - Concord, Mass. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From vance_walsh at concordacademy.org Wed Jan 26 14:23:54 2011 From: vance_walsh at concordacademy.org (Vance Walsh) Date: Wed, 26 Jan 2011 14:23:54 -0500 Subject: [rt-users] Unable to get Reply to Requestor message sent In-Reply-To: References: Message-ID: Looks like when I login as root rather then the admin user I created the reply works. Must be a permissions issue. Figured being super user was enough. Now to figure out which permissions are needed. --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. -------------- next part -------------- An HTML attachment was scrubbed... URL: From vance_walsh at concordacademy.org Wed Jan 26 15:04:46 2011 From: vance_walsh at concordacademy.org (Vance Walsh) Date: Wed, 26 Jan 2011 15:04:46 -0500 Subject: [rt-users] Accepting tickets or CC users not in Active Directory In-Reply-To: References: Message-ID: Fixed my last issue but here is one I am unsure about. I am using LDAP authentication and it works great. I need to also be able to accept tickets from or send replies to people who are not in AD. They do not need to be able to view their tickets, only the email correspondance. Thoughts? --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. -------------- next part -------------- An HTML attachment was scrubbed... URL: From simon.gao at schrodinger.com Wed Jan 26 15:20:05 2011 From: simon.gao at schrodinger.com (Simon Gao) Date: Wed, 26 Jan 2011 12:20:05 -0800 Subject: [rt-users] Disable auto-reply to requestors for a queue on create Message-ID: Hi, How to disable auto-reply to requestors on create for a queue? Simon -------------- next part -------------- An HTML attachment was scrubbed... URL: From vance_walsh at concordacademy.org Wed Jan 26 15:23:51 2011 From: vance_walsh at concordacademy.org (Vance Walsh) Date: Wed, 26 Jan 2011 15:23:51 -0500 Subject: [rt-users] Disable auto-reply to requestors for a queue on create In-Reply-To: References: Message-ID: No, When I get a ticket to come in from someone in Active Directory it makes a ticket for them and replies. When I try to create a ticket in the GUI for someone not in AD as a requestor it fails to create the ticket. --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Jan 26 15:36:45 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 26 Jan 2011 15:36:45 -0500 Subject: [rt-users] Disable auto-reply to requestors for a queue on create In-Reply-To: References: Message-ID: <20110126203645.GG70280@jibsheet.com> On Wed, Jan 26, 2011 at 12:20:05PM -0800, Simon Gao wrote: > How to disable auto-reply to requestors on create for a queue? Just create an empty Autoreply template at the queue level for the queue where you want it disabled -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Jeff.Peterson at consonus.com Wed Jan 26 16:12:22 2011 From: Jeff.Peterson at consonus.com (Peterson, Jeff) Date: Wed, 26 Jan 2011 16:12:22 -0500 Subject: [rt-users] rt-extension-resetpassword Message-ID: <97620462AF07F447AE6D11CBA76CA92301179F0137@rduex07> I have implemented your rt-extension-resetpassword and everything works except when I click on the link in the email I am redirected to the following url: http:// tickets.domainname.com/NoAuth/ResetPassword/Reset/a70a7ff4cd5bf7eeb480e13da8815eed/22 and then I get a http: 404 page not found. What am I missing? Thanks, -------------- next part -------------- An HTML attachment was scrubbed... URL: From chris-barnes at tamu.edu Wed Jan 26 17:15:27 2011 From: chris-barnes at tamu.edu (Chris Barnes) Date: Wed, 26 Jan 2011 16:15:27 -0600 Subject: [rt-users] child tickets In-Reply-To: <20110126161854.GD2586@easter-eggs.com> References: <4D4042C5.9040205@tamu.edu> <20110126161854.GD2586@easter-eggs.com> Message-ID: <4D409CFF.1020407@tamu.edu> On 1/26/2011 10:18 AM, Emmanuel Lacour wrote: > - display a ticket > - in the box on bottom right of ticket metadata, with the title "Links", > click on "add" link in front of either "Depends on", "Child" or > "Refers to". The kind of link type choice depends of your needs. > > more details here: http://requesttracker.wikia.com/wiki/Relationships Excellent. I was able to follow this and make one ticket a child of another one. But how do I SEE the relationships (such as when clicking on "home" or a particular Queue in the Quick Search)? After all, having relationships is good, but it's not terribly useful unless the people dealing with the tickets can see those relationships. -- 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 kfcrocker at lbl.gov Wed Jan 26 17:21:29 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 26 Jan 2011 14:21:29 -0800 Subject: [rt-users] child tickets In-Reply-To: <4D409CFF.1020407@tamu.edu> References: <4D4042C5.9040205@tamu.edu> <20110126161854.GD2586@easter-eggs.com> <4D409CFF.1020407@tamu.edu> Message-ID: Chris, If you are on 3.8.X you can see those relationships in the "Links" box of a ticket and further, the "Graph" function within said box. You can also write a search to list such relationships and dependencies and put that search on your home page or a dashboard. Kenn LBNL On Wed, Jan 26, 2011 at 2:15 PM, Chris Barnes wrote: > On 1/26/2011 10:18 AM, Emmanuel Lacour wrote: > >> - display a ticket >> - in the box on bottom right of ticket metadata, with the title "Links", >> click on "add" link in front of either "Depends on", "Child" or >> "Refers to". The kind of link type choice depends of your needs. >> >> more details here: http://requesttracker.wikia.com/wiki/Relationships >> > > > Excellent. I was able to follow this and make one ticket a child of > another one. > > > But how do I SEE the relationships (such as when clicking on "home" or a > particular Queue in the Quick Search)? After all, having relationships is > good, but it's not terribly useful unless the people dealing with the > tickets can see those relationships. > > > > -- > 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 chris-barnes at tamu.edu Wed Jan 26 17:59:45 2011 From: chris-barnes at tamu.edu (Chris Barnes) Date: Wed, 26 Jan 2011 16:59:45 -0600 Subject: [rt-users] child tickets In-Reply-To: References: <4D4042C5.9040205@tamu.edu> <20110126161854.GD2586@easter-eggs.com> <4D409CFF.1020407@tamu.edu> Message-ID: <4D40A761.5000606@tamu.edu> On 1/26/2011 4:21 PM, Kenneth Crocker wrote: > Chris, > > If you are on 3.8.X you can see those relationships in the "Links" box > of a ticket and further, the "Graph" function within said box. > You can also write a search to list such relationships and dependencies > and put that search on your home page or a dashboard. In the vein of "one question leads to the next": I see how to write searches. But how do I make that search my 'home page'? -- 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 kfcrocker at lbl.gov Wed Jan 26 18:33:15 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 26 Jan 2011 15:33:15 -0800 Subject: [rt-users] child tickets In-Reply-To: <4D40A761.5000606@tamu.edu> References: <4D4042C5.9040205@tamu.edu> <20110126161854.GD2586@easter-eggs.com> <4D409CFF.1020407@tamu.edu> <4D40A761.5000606@tamu.edu> Message-ID: Chris, Once you have created and search and you like the results, you can save it as a "private" search in "My Saved Searches" or save it for group access for any group you are a member of. On the right side in the middle of a search page there is a box titled "Saved Searches". Check it out. Once you have saved a search, it is available for selection on your home page when you *edit* your home page. Kenn LBNL On Wed, Jan 26, 2011 at 2:59 PM, Chris Barnes wrote: > On 1/26/2011 4:21 PM, Kenneth Crocker wrote: > >> Chris, >> >> If you are on 3.8.X you can see those relationships in the "Links" box >> of a ticket and further, the "Graph" function within said box. >> You can also write a search to list such relationships and dependencies >> and put that search on your home page or a dashboard. >> > > In the vein of "one question leads to the next": > > I see how to write searches. But how do I make that search my 'home page'? > > > > > > -- > 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 chris.herrmann at faredge.com.au Wed Jan 26 21:19:05 2011 From: chris.herrmann at faredge.com.au (Chris Herrmann) Date: Thu, 27 Jan 2011 13:19:05 +1100 Subject: [rt-users] cannot display requestor or requestors attributes in rt CLI when specifying fields Message-ID: Hi Emmanuel, Thanks, the patch doesn't apply: root at sirius:/usr/share/request-tracker3.8# patch -p2 < /tmp/thepatch patching file html/REST/1.0/Forms/ticket/default patch: **** malformed patch at line 14: $time = new RT::Date ($session{Curr entUser}); ========= root at sirius:/tmp# cat thepatch diff --git a/share/html/REST/1.0/Forms/ticket/default b/share/html/REST/1.0/Forms/ticket/default index 0d403b2..280ab55 100755 --- a/share/html/REST/1.0/Forms/ticket/default +++ b/share/html/REST/1.0/Forms/ticket/default @@ -202,7 +202,7 @@ if (!keys(%data)) { foreach $key (@people) { next unless (!%$fields || (exists $fields->{lc $key})); - push @data, [ $key => [ $ticket->$key->MemberEmailAddresses ] ]; + push @data, [ $key => + $ticket->$key->MemberEmailAddressesAsString ]; } $time = new RT::Date ($session{CurrentUser}); root at sirius:/tmp# This occurs twice in that file (approx. line 202 & line 310). The other matching text you've flagged there narrows it down to the block @ line 202... Ok, found it: 205: push @data, [ $key => [ $ticket->$key->MemberEmailAddresses ] ]; To push @data, [ $key => $ticket->$key->MemberEmailAddresses ]; and it's now working... yay! I need to check a few other things in our staging environment first, and then will deploy to prod. Dominic: Yes, agree but I need a way of making this work right now, so for the moment I'll update our internal documentation around deploying upgrades for RT and a note to check this functionality. We have several other systems that depend upon RT (like billing for example) so we don't tend to upgrade RT very often, only when we're looking for some significant new functionality. What's the protocol for me to post this up as a suggestion for this fix to become incorporated back into the main 3.8 code base so that future releases will include it? (assuming that this isn't going to break some other piece of critical functionality!). Something weird I did notice (unrelated I think): rt> list "id = 68667" -f id,requestors,subject id Subject Requestors 68667 My testing ticket chris at noemail.com Notice that the order of the requestors & subject field is reversed? The headings in the results are the right way around though. It's not critical but curious as to why. 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 chris.herrmann at faredge.com.au Wed Jan 26 21:53:48 2011 From: chris.herrmann at faredge.com.au (Chris Herrmann) Date: Thu, 27 Jan 2011 13:53:48 +1100 Subject: [rt-users] Passing date variables as dates from the CLI Message-ID: Hi all, Another problem to do with (I suspect) dates not be treated as dates. My script has this block at the front to set some variables, so that I can eventually run it from a regular cron job: startmonth=`date +%m` startyear=`date +%Y` endyear=$startyear friendlymonth=`date +%b` reportperiod=$friendlymonth" "$startyear if [ $startmonth = 12 ];then endyear=$(($startyear+1)) endmonth=1 else endyear=$startyear endmonth=$(($startmonth+1)) fi startdate=1/$startmonth/$startyear enddate=1/$endmonth/$endyear Idea being to put the start & end dates into variables "startdate" and "enddate" to restrict the report range. If I run: rt list "queue = 'myqueue' and created > '$startdate'" It returns results correctly. If I run: rt list "queue = 'myqueue' and created < '$enddate'" It says "No matches found". If I manually enter: rt list "queue = 'myqueue' and created < '1/2/2011'" Then it works correctly. root at sirius:/ # echo $startdate $enddate 1/01/2011 1/2/2011 They're obviously different - "startdate" has a month of "01" whilst "enddate" is "2". But startdate works, and enddate not... Is there some way I need to format the resulting variable differently so that it knows it's a date and is treated as such? Thanks, Chris Herrmann Far Edge Technology p. 02 84251400 m. 0403 393309 http://www.faredge.com.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From jnarins at seniorbridge.com Wed Jan 26 22:13:54 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Wed, 26 Jan 2011 22:13:54 -0500 Subject: [rt-users] Passing date variables as dates from the CLI In-Reply-To: Message-ID: ? yyyy-mm-dd works, but you'll want(need?) leading zeroes for mm and dd. From: Chris Herrmann [mailto:chris.herrmann at faredge.com.au] Sent: Wednesday, January 26, 2011 09:53 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Passing date variables as dates from the CLI Hi all, Another problem to do with (I suspect) dates not be treated as dates. My script has this block at the front to set some variables, so that I can eventually run it from a regular cron job: startmonth=`date +%m` startyear=`date +%Y` endyear=$startyear friendlymonth=`date +%b` reportperiod=$friendlymonth" "$startyear if [ $startmonth = 12 ];then endyear=$(($startyear+1)) endmonth=1 else endyear=$startyear endmonth=$(($startmonth+1)) fi startdate=1/$startmonth/$startyear enddate=1/$endmonth/$endyear Idea being to put the start & end dates into variables ?startdate? and ?enddate? to restrict the report range. If I run: rt list ?queue = ?myqueue? and created > ?$startdate?? It returns results correctly. If I run: rt list ?queue = ?myqueue? and created < ?$enddate?? It says ?No matches found?. If I manually enter: rt list ?queue = ?myqueue? and created < ?1/2/2011?? Then it works correctly. root at sirius:/ # echo $startdate $enddate 1/01/2011 1/2/2011 They?re obviously different ? ?startdate? has a month of ?01? whilst ?enddate? is ?2?. But startdate works, and enddate not... Is there some way I need to format the resulting variable differently so that it knows it?s a date and is treated as such? Thanks, Chris Herrmann Far Edge Technology p. 02 84251400 m. 0403 393309 http://www.faredge.com.au Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jnarins at seniorbridge.com Wed Jan 26 22:15:51 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Wed, 26 Jan 2011 22:15:51 -0500 Subject: [rt-users] cannot display requestor or requestors attributes in rt CLI when specifying fields In-Reply-To: Message-ID: ? I can't tell, for certain, but it looks like there might be some cut-n-paste resultant extra newlines in your patch file, for example, between Curr and entUser. That might just my mail server + client, though. From: Chris Herrmann [mailto:chris.herrmann at faredge.com.au] Sent: Wednesday, January 26, 2011 09:19 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] cannot display requestor or requestors attributes in rt CLI when specifying fields Hi Emmanuel, Thanks, the patch doesn?t apply: root at sirius:/usr/share/request-tracker3.8# patch -p2 < /tmp/thepatch patching file html/REST/1.0/Forms/ticket/default patch: **** malformed patch at line 14: $time = new RT::Date ($session{Curr entUser}); ========= root at sirius:/tmp# cat thepatch diff --git a/share/html/REST/1.0/Forms/ticket/default b/share/html/REST/1.0/Forms/ticket/default index 0d403b2..280ab55 100755 --- a/share/html/REST/1.0/Forms/ticket/default +++ b/share/html/REST/1.0/Forms/ticket/default @@ -202,7 +202,7 @@ if (!keys(%data)) { foreach $key (@people) { next unless (!%$fields || (exists $fields->{lc $key})); - push @data, [ $key => [ $ticket->$key->MemberEmailAddresses ] ]; + push @data, [ $key => + $ticket->$key->MemberEmailAddressesAsString ]; } $time = new RT::Date ($session{CurrentUser}); root at sirius:/tmp# This occurs twice in that file (approx. line 202 & line 310). The other matching text you?ve flagged there narrows it down to the block @ line 202? Ok, found it: 205: push @data, [ $key => [ $ticket->$key->MemberEmailAddresses ] ]; To push @data, [ $key => $ticket->$key->MemberEmailAddresses ]; and it?s now working? yay! I need to check a few other things in our staging environment first, and then will deploy to prod. Dominic: Yes, agree but I need a way of making this work right now, so for the moment I?ll update our internal documentation around deploying upgrades for RT and a note to check this functionality. We have several other systems that depend upon RT (like billing for example) so we don?t tend to upgrade RT very often, only when we?re looking for some significant new functionality. What?s the protocol for me to post this up as a suggestion for this fix to become incorporated back into the main 3.8 code base so that future releases will include it? (assuming that this isn?t going to break some other piece of critical functionality!). Something weird I did notice (unrelated I think): rt> list "id = 68667" -f id,requestors,subject id Subject Requestors 68667 My testing ticket chris at noemail.com Notice that the order of the requestors & subject field is reversed? The headings in the results are the right way around though. It?s not critical but curious as to why. Regards, Chris Herrmann Far Edge Technology p. 02 84251400 m. 0403 393309 http://www.faredge.com.au Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From chris.herrmann at faredge.com.au Wed Jan 26 22:18:49 2011 From: chris.herrmann at faredge.com.au (Chris Herrmann) Date: Thu, 27 Jan 2011 14:18:49 +1100 Subject: [rt-users] Passing date variables as dates from the CLI In-Reply-To: References: Message-ID: But dd/mm/yyyy also works ? $startdate works for example. Or if you type ?1/1/2011? this will work, which doesn?t have the leading zero. Regards, Chris Herrmann Far Edge Technology p. 02 84251400 m. 0403 393309 http://www.faredge.com.au From: Josh Narins [mailto:jnarins at seniorbridge.com] Sent: Thursday, 27 January 2011 14:14 To: Chris Herrmann; 'rt-users at lists.bestpractical.com' Subject: Re: [rt-users] Passing date variables as dates from the CLI ? yyyy-mm-dd works, but you'll want(need?) leading zeroes for mm and dd. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jnarins at seniorbridge.com Wed Jan 26 22:21:19 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Wed, 26 Jan 2011 22:21:19 -0500 Subject: [rt-users] Passing date variables as dates from the CLI In-Reply-To: Message-ID: ? 1/1/2011 is unambiguous whether we are in Europe or America. 1/2/2011 is not. xxxx-xx-xx is "always (everywhere I have ever seen., or hope to see)" yyyy-mm-dd. From: Chris Herrmann [mailto:chris.herrmann at faredge.com.au] Sent: Wednesday, January 26, 2011 10:18 PM To: Josh Narins Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Passing date variables as dates from the CLI But dd/mm/yyyy also works ? $startdate works for example. Or if you type ?1/1/2011? this will work, which doesn?t have the leading zero. Regards, Chris Herrmann Far Edge Technology p. 02 84251400 m. 0403 393309 http://www.faredge.com.au From: Josh Narins [mailto:jnarins at seniorbridge.com] Sent: Thursday, 27 January 2011 14:14 To: Chris Herrmann; 'rt-users at lists.bestpractical.com' Subject: Re: [rt-users] Passing date variables as dates from the CLI ? yyyy-mm-dd works, but you'll want(need?) leading zeroes for mm and dd. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From dominic.hargreaves at oucs.ox.ac.uk Thu Jan 27 05:15:56 2011 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Thu, 27 Jan 2011 10:15:56 +0000 Subject: [rt-users] cannot display requestor or requestors attributes in rt CLI when specifying fields In-Reply-To: References: Message-ID: <20110127101555.GA3997@gunboat-diplomat.oucs.ox.ac.uk> On Thu, Jan 27, 2011 at 01:19:05PM +1100, Chris Herrmann wrote: > Dominic: Yes, agree but I need a way of making this work right now, so for the moment I'll update our internal documentation around deploying upgrades for RT and a note to check this functionality. We have several other systems that depend upon RT (like billing for example) so we don't tend to upgrade RT very often, only when we're looking for some significant new functionality. Fair enough :) > What's the protocol for me to post this up as a suggestion for this fix to become incorporated back into the main 3.8 code base so that future releases will include it? (assuming that this isn't going to break some other piece of critical functionality!). I would write an email to rt-bugs at bestpractical.com including a reference to this thread. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From Stephen at healthsol.net Thu Jan 27 19:01:58 2011 From: Stephen at healthsol.net (Stephen De Vight) Date: Thu, 27 Jan 2011 16:01:58 -0800 Subject: [rt-users] Route tickets to queues based on TO email address Message-ID: <2D0DD9CECDC2D0448321CBE8AC5B70C9BBAB85@hsnsrv05.corp.healthsolutions.net> I would like to be able to route tickets to different queues based on the "to" address in the headers of the incoming emails. Right now I have one mailbox (ithelp at company) with several aliases (qa at company and po at company). I would like to route incoming messages to different queues based the "to" address. I want to avoid setting up multiple mailboxes because we will have about a dozen of these aliases and don't want to spend the extra money to support the additional mailboxes. Currently fetchmail is handling the incoming mail with this config: poll mail.xxxxxx.net protocol imap username "ithelp" password "xxxxxxxxxxx" mda "/usr/bin/rt-mailgate --queue general --action correspond --url http://localhost/rt/" no keep I've done some research into this and have seen multiple possibilities on how to handle this issue, but frankly I don't have a lot of experience dealing with email backends, especially on Linux. My options seem to be: 1) Use fetchmail to direct the messages to some sort of intermediary MDA that parses the header and forwards to rt-mailgate passing the correct queue variable 2) Re-write rt-mailgate to direct to correct queues (after staring at the code for a while I'm still not sure how to even start) 3) Have a script on my "general" queue that moves messages to the correct queue, similar to this http://requesttracker.wikia.com/wiki/EmailRouting (but there doesn't seem to be a variable I can use here to pull the "to" address) Does anyone have any experience dealing with this? I don't need a step by step tutorial, but a better idea of how to handle this would be much appreciated! Thanks, Stephen De Vight Health Solutions Network -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Thu Jan 27 21:32:16 2011 From: todd at chaka.net (Todd Chapman) Date: Thu, 27 Jan 2011 21:32:16 -0500 Subject: [rt-users] Looking for RT extension to batch create tickets. Message-ID: Anyone know of an extension that will create one ticket for each requestor in a uploaded list, all with the same correspondence? Thanks. -Todd From chris.herrmann at faredge.com.au Thu Jan 27 22:36:42 2011 From: chris.herrmann at faredge.com.au (Chris Herrmann) Date: Fri, 28 Jan 2011 14:36:42 +1100 Subject: [rt-users] Passing date variables as dates from the CLI Message-ID: Ok, some more things. I think it's an RT bug not a bash problem... actually I think there are two (possibly separate) bugs. Actually I'm not editing the email after having done some more testing, and there is only one problem... but I'll leave the (brief) journey in to show how I got there. ---------------------------- 1. If you create any arbitrary variable that contains a date string (in any format... YYYY-MM-DD, DD-MM-YYYY etc etc) and try to use this with a "<" operator it will return no results, regardless of how you create the variable. For example, I was previously trying to build a date string (which produces a correctly formatted date string for the variable) but this didn't work. So I tried typing enddate=2011-02-01 and this does not work either. If I replace the variable in the rt cli query with the literal values then it works correctly. Have also tried exporting the variables - it appears to make no difference. I also tried other variable names startdate / randomdate / thisnamecannotbereserved etc. 2. If you are using a date variable with the > operator you get a different result - it returns a whole set of data rather than restricting by the date in question. Actually, the problem is more with variables fullstop... faredge at sirius:~$ rtqueryqueue=myrtqueue;export rtqueryqueue faredge at sirius:~$ rt rt> list "queue = '$rtqueryqueue'" Query:queue = '$rtqueryqueue' No matches found rt> If I run this by typing the queue name into the cli, it works OK. So... then I guess the question becomes how do I correctly pass environment variables into the RT CLI so that they're substituted correctly? Regards, Chris Herrmann Far Edge Technology p. 02 84251400 m. 0403 393309 http://www.faredge.com.au?? From trs at bestpractical.com Thu Jan 27 22:59:01 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 27 Jan 2011 22:59:01 -0500 Subject: [rt-users] Passing date variables as dates from the CLI In-Reply-To: References: Message-ID: <4D423F05.2000701@bestpractical.com> On 27 Jan 2011 22:36, Chris Herrmann wrote: > Actually, the problem is more with variables fullstop... > > faredge at sirius:~$ rtqueryqueue=myrtqueue;export rtqueryqueue > faredge at sirius:~$ rt > rt> list "queue = '$rtqueryqueue'" > Query:queue = '$rtqueryqueue' > No matches found > rt> > > If I run this by typing the queue name into the cli, it works OK. > > So... then I guess the question becomes how do I correctly pass environment variables into the RT CLI so that they're substituted correctly? You don't. bin/rt doesn't do variable substitution. If you need to use environment variables then you need to do it without dropping into bin/rt's shell. Thomas From adamtang212 at hotmail.com Fri Jan 28 02:22:40 2011 From: adamtang212 at hotmail.com (Adam Tang) Date: Fri, 28 Jan 2011 15:22:40 +0800 Subject: [rt-users] RT Ubuntu A;pache Issue Message-ID: Dear RT Friends, I have a clean Ubuntu and I installed RT according to RT website instruction. Says the url to access my rt is http://192.168.1.1/rt/ I found that I can access to apache default "it's works" page on http://192.168.1.1 and also I put a folder with a index.html file in /var/www/abc I can't browse the page at http://192.168.1.1/abc/index.html it's all resource not found error. Notice that I can access to my webmin at https://192.168.1.1:10000 Will someone so kind to tell me what's wrong? Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: From adamtang212 at hotmail.com Fri Jan 28 02:27:20 2011 From: adamtang212 at hotmail.com (Adam Tang) Date: Fri, 28 Jan 2011 15:27:20 +0800 Subject: [rt-users] RT Ubuntu A;pache Issue In-Reply-To: References: Message-ID: Sorry, typo errors. really sorry. Dear RT Friends, I have a clean Ubuntu and I installed RT according to RT website instruction. Says the url to access my rt is http://192.168.1.1/rt/ I found that I can't access to apache default "it's works" page on http://192.168.1.1 and also I put a folder with a index.html file in /var/www/abc I can't browse the page at http://192.168.1.1/abc/index.html it's all resource not found error. Notice that I can access to my webmin at https://192.168.1.1:10000 Will someone so kind to tell me what's wrong? Thank you very much. From: adamtang212 at hotmail.com To: rt-users at lists.bestpractical.com Date: Fri, 28 Jan 2011 15:22:40 +0800 Subject: [rt-users] RT Ubuntu A;pache Issue Dear RT Friends, I have a clean Ubuntu and I installed RT according to RT website instruction. Says the url to access my rt is http://192.168.1.1/rt/ I found that I can access to apache default "it's works" page on http://192.168.1.1 and also I put a folder with a index.html file in /var/www/abc I can't browse the page at http://192.168.1.1/abc/index.html it's all resource not found error. Notice that I can access to my webmin at https://192.168.1.1:10000 Will someone so kind to tell me what's wrong? Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: From sgala at sgala.com Fri Jan 28 04:12:08 2011 From: sgala at sgala.com (Matteo Sgalaberni) Date: Fri, 28 Jan 2011 10:12:08 +0100 Subject: [rt-users] admincc get notification by BCC Message-ID: <20110128091208.GH4748@sgala.com> Hi, I studied more carefully the RT Essential book and RT online resources... but I still have some doubts. I'm guessing why RT send notification to the admincc only via BCC. What is the real reason behind this behaviour? I supposed the goal is to not to expose the mail address to CC, requestors and other recips but if scrips are differents, different mail are sent: - cc, requestors, other recips receive a Correspondence - admincc receive a Admin Correspondence so the admincc could not be exposed to "externals". Am I right? Can someone explain me the reason behind that decision? But on a scrips with action "Notify Owner, Requestors, CCs, and AdminCCs as Comment" there is only one email, so the AdminCC should be "hided" to not expose them... correct? There are simple ways to switch that featurs and put all the "admincc" in CC instead in BCC? I think that is a bit confusing if someone reply to someone else and write "Please do this" but who receive it do not know exactly who are the recipients of that email... Or am I wrong? Thanks! Matteo From bjoern.schulz at desy.de Fri Jan 28 07:58:52 2011 From: bjoern.schulz at desy.de (=?ISO-8859-15?Q?Bj=F6rn_Schulz?=) Date: Fri, 28 Jan 2011 13:58:52 +0100 Subject: [rt-users] new status not available Message-ID: <4D42BD8C.7050603@desy.de> 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 torsten.brumm at googlemail.com Fri Jan 28 08:43:02 2011 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Fri, 28 Jan 2011 14:43:02 +0100 Subject: [rt-users] new status not available In-Reply-To: <4D42BD8C.7050603@desy.de> References: <4D42BD8C.7050603@desy.de> Message-ID: <618AFFF9-5A4B-4AD3-AEB8-9AA28BC57917@googlemail.com> 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 joseph85750 at yahoo.com Fri Jan 28 11:10:22 2011 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Fri, 28 Jan 2011 08:10:22 -0800 (PST) Subject: [rt-users] scripts for daily notifications for unassigned and unresolved tickets Message-ID: <53106.35921.qm@web30307.mail.mud.yahoo.com> When I used RT2, I had 2 perl scripts I ran daily from cron which gave status on tickets: 1) sent a list of "unassigned tickets" to certain people I defined. 2) sent a reminder to people with unresolved tickets, with their ticket numbers. Do similar scripts exist somewhere for RT3? Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Jan 28 12:50:41 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 28 Jan 2011 09:50:41 -0800 Subject: [rt-users] Route tickets to queues based on TO email address In-Reply-To: <2D0DD9CECDC2D0448321CBE8AC5B70C9BBAB85@hsnsrv05.corp.healthsolutions.net> References: <2D0DD9CECDC2D0448321CBE8AC5B70C9BBAB85@hsnsrv05.corp.healthsolutions.net> Message-ID: Stephen, We do something like this. We have a "Triage" Queue that receives email for a large support group that supports 8 different applications, hence 8 possible "support" Queues for the ticket to be created in. We use a scrip in the "Triage" queue to evaluate the incoming Email and based on the results of that evaluation, create the ticket in the correct "support" Queue *OR*leave it in the "Triage" Queue for further scrutiny. For us, it's easy because we installed "CommandByMail" and therefore any incoming Email will include a Custom Field value (based on a template we gave our users) that is used in the scrip to determine where to create the new ticket. If you have "CommandByMail" installed, I'd be more than happy to send you a version of our scrip. Kenn LBNL On Thu, Jan 27, 2011 at 4:01 PM, Stephen De Vight wrote: > I would like to be able to route tickets to different queues based on the > ?to? address in the headers of the incoming emails. Right now I have one > mailbox (ithelp at company) with several aliases (qa at company and po at company). > I would like to route incoming messages to different queues based the ?to? > address. I want to avoid setting up multiple mailboxes because we will have > about a dozen of these aliases and don?t want to spend the extra money to > support the additional mailboxes. > > > > Currently fetchmail is handling the incoming mail with this config: > > poll mail.xxxxxx.net protocol imap username "ithelp" password > "xxxxxxxxxxx" mda "/usr/bin/rt-mailgate --queue general --action correspond > --url http://localhost/rt/" no keep > > > > I?ve done some research into this and have seen multiple possibilities on > how to handle this issue, but frankly I don?t have a lot of experience > dealing with email backends, especially on Linux. My options seem to be: > > 1) Use fetchmail to direct the messages to some sort of intermediary MDA > that parses the header and forwards to rt-mailgate passing the correct queue > variable > > 2) Re-write rt-mailgate to direct to correct queues (after staring at the > code for a while I?m still not sure how to even start) > > 3) Have a script on my ?general? queue that moves messages to the correct > queue, similar to this http://requesttracker.wikia.com/wiki/EmailRouting > (but there doesn?t seem to be a variable I can use here to pull the ?to? > address) > > > > Does anyone have any experience dealing with this? I don?t need a step by > step tutorial, but a better idea of how to handle this would be much > appreciated! > > > > Thanks, > > Stephen De Vight > > Health Solutions Network > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Jan 28 12:58:55 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 28 Jan 2011 09:58:55 -0800 Subject: [rt-users] new status not available In-Reply-To: <4D42BD8C.7050603@desy.de> References: <4D42BD8C.7050603@desy.de> Message-ID: Bjorn, Also, *I may be wrong*, but I think I remember reading something about adding "inactive" statuses causes a problem for some RT routines. "Active" is OK, as I've added a couple myself and all works well. Kenn LBNL 2011/1/28 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Jan 28 13:00:14 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 28 Jan 2011 10:00:14 -0800 Subject: [rt-users] scripts for daily notifications for unassigned and unresolved tickets In-Reply-To: <53106.35921.qm@web30307.mail.mud.yahoo.com> References: <53106.35921.qm@web30307.mail.mud.yahoo.com> Message-ID: Joseph, If you're on 3.8.x, this can be done using Dashboards. Kenn LBNL On Fri, Jan 28, 2011 at 8:10 AM, Joseph Spenner wrote: > When I used RT2, I had 2 perl scripts I ran daily from cron which gave > status on tickets: > > 1) sent a list of "unassigned tickets" to certain people I defined. > > 2) sent a reminder to people with unresolved tickets, with their ticket > numbers. > > > Do similar scripts exist somewhere for RT3? > > Thanks! > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From fabrice82 at gmail.com Fri Jan 28 13:07:14 2011 From: fabrice82 at gmail.com (Fabrice) Date: Fri, 28 Jan 2011 19:07:14 +0100 Subject: [rt-users] scripts for daily notifications for unassigned and unresolved tickets In-Reply-To: <53106.35921.qm@web30307.mail.mud.yahoo.com> References: <53106.35921.qm@web30307.mail.mud.yahoo.com> Message-ID: HEllo, >From RT wiki : Email reminders - DueDateRemindersByEmail- A script (to be run daily) that sends email notifications for expired tickets to owners and Queues/Tickets AdminCC - rt-remind - Stick this in your crontab to send out reminders about open tickets. - rtReminderMails - Cronscript that sends mails about reminders that are due in the next two days to the ticket and reminder owners. - rtUnifiedreminder- All the other reminder scripts are based on StartDate, DueDate or Priority but not all organizations make use of those fields. Also, all the other scripts only send plaintext email to the ticket owner. This script sends one HTML mail (so you can click the tickets and links to RT searches) that lists all tickets that seem to be getting too old without being touched. "Too old" is based on LastUpdatedfield, with the amount of time configurable for New, Open and Stalled tickets. Minifab 2011/1/28 Joseph Spenner > When I used RT2, I had 2 perl scripts I ran daily from cron which gave > status on tickets: > > 1) sent a list of "unassigned tickets" to certain people I defined. > > 2) sent a reminder to people with unresolved tickets, with their ticket > numbers. > > > Do similar scripts exist somewhere for RT3? > > Thanks! > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Jan 28 13:32:19 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 28 Jan 2011 13:32:19 -0500 Subject: [rt-users] new status not available In-Reply-To: References: <4D42BD8C.7050603@desy.de> Message-ID: <20110128183219.GH70280@jibsheet.com> On Fri, Jan 28, 2011 at 09:58:55AM -0800, Kenneth Crocker wrote: > Also, I may be wrong, but I think I remember reading something about adding "inactive" > statuses causes a problem for some RT routines. What problems are these? I'm not aware of any. As observed by another user, the problem is that the Status is too long to fit in the database field in 3.8. -kevin > "Active" is OK, as I've added a couple myself > and all works well. > > Kenn > LBNL > > 2011/1/28 Bj*rn Schulz <[1]bjoern.schulz at desy.de> > > 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 > > References > > Visible links > 1. mailto:bjoern.schulz at desy.de -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From todd at chaka.net Fri Jan 28 16:35:01 2011 From: todd at chaka.net (Todd Chapman) Date: Fri, 28 Jan 2011 16:35:01 -0500 Subject: [rt-users] Any gotchas for load balancing RT's front end? Message-ID: We are looking at possibly load balancing RT's web front end. Our sessions are DB based. Are there any gotchas to consider? RT 3.6.3 (I know, I know) Thanks. -Todd From ktm at rice.edu Fri Jan 28 16:48:36 2011 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 28 Jan 2011 15:48:36 -0600 Subject: [rt-users] Any gotchas for load balancing RT's front end? In-Reply-To: References: Message-ID: <20110128214836.GC24931@aart.is.rice.edu> On Fri, Jan 28, 2011 at 04:35:01PM -0500, Todd Chapman wrote: > We are looking at possibly load balancing RT's web front end. Our > sessions are DB based. > > Are there any gotchas to consider? > > RT 3.6.3 (I know, I know) > > Thanks. > > -Todd > We have not needed to do this for RT yet, but you should provide for some level of persistance for connections to leverage RT's internal caching. A pure round-robin load balance will have both frontends doing more work than they need to do. It may also be worth revisiting your settings for KeepAlive on your web servers as well to maximize performance and minimize resource usage. Regards, Ken From mike.coakley at gmail.com Fri Jan 28 22:11:22 2011 From: mike.coakley at gmail.com (Michael Coakley) Date: Fri, 28 Jan 2011 22:11:22 -0500 Subject: [rt-users] RT on OpenSUSE 11.3 64-bit w/mod_perl Message-ID: <46BA49ED-70E8-4380-A7DB-5B8C82EDDD96@gmail.com> 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_threaded#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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Sat Jan 29 02:19:07 2011 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Sat, 29 Jan 2011 08:19:07 +0100 Subject: [rt-users] Any gotchas for load balancing RT's front end? In-Reply-To: References: Message-ID: Hi Todd We use several webservers and an F5 in Front, it's important that you make sure The Sessions of a logged in user come to The Same Webserver. Can Sent to you our setup. Von meinem iPhone gesendet Am 28.01.2011 um 22:35 schrieb Todd Chapman : > We are looking at possibly load balancing RT's web front end. Our > sessions are DB based. > > Are there any gotchas to consider? > > RT 3.6.3 (I know, I know) > > Thanks. > > -Todd From chris.herrmann at faredge.com.au Sun Jan 30 20:16:12 2011 From: chris.herrmann at faredge.com.au (Chris Herrmann) Date: Mon, 31 Jan 2011 12:16:12 +1100 Subject: [rt-users] Passing date variables as dates from the CLI Message-ID: Hi Thomas, Thanks for your reply, I'll try generating query files with all the variables already substituted and then executing the contents of these files instead and see how I go. I admit I'm a bit surprised that this isn't supported (you can do it in perl for example) - it seems like a fairly obvious use case if you're going to bother having a CLI at all, how are you going to automate properly without variables? For example dates (as per my example) but also getting usernames from the shell, new queues / clients etc as you create them. Anyway, just my thoughts. Also not having the ability to export the results to email as an attachment (I worked around this by mutt), or to generate CSV format instead of TSV . Do ideas for new features get submitted to the bugs list or is there somewhere else they should go? Regards, Chris Herrmann Far Edge Technology p. 02 84251400 m. 0403 393309 http://www.faredge.com.au You don't. bin/rt doesn't do variable substitution. If you need to use environment variables then you need to do it without dropping into bin/rt's shell. Thomas -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Sun Jan 30 22:23:23 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Sun, 30 Jan 2011 22:23:23 -0500 Subject: [rt-users] Passing date variables as dates from the CLI In-Reply-To: References: Message-ID: <20110131032323.GI70280@jibsheet.com> On Mon, Jan 31, 2011 at 12:16:12PM +1100, Chris Herrmann wrote: > Thanks for your reply, I'll try generating query files with all the variables already > substituted and then executing the contents of these files instead and see how I go. Hi Chris I think you may have misunderstood Tom, you were running bin/rt and dropping into the interactive shell and expecting it to do substitution for you. What it appears that you actually want to do is to run rt list (your commands here). You can absolutely substitute variables into arguments to bin/rt, it is just a matter of ensuring that you escape things properly for the shell or your preferred programming language, and that you add things in the correct format. You may find it useful to examine the test suite that ships with RT to see examples -kevin > I admit I'm a bit surprised that this isn't supported (you can do it in perl for example) - it > seems like a fairly obvious use case if you're going to bother having a CLI at all, how are > you going to automate properly without variables? For example dates (as per my example) but > also getting usernames from the shell, new queues / clients etc as you create them. Anyway, > just my thoughts. Also not having the ability to export the results to email as an attachment > (I worked around this by mutt), or to generate CSV format instead of TSV . > > > > Do ideas for new features get submitted to the bugs list or is there somewhere else they > should go? > > > > Regards, > > > > Chris Herrmann > > Far Edge Technology > > > > p. 02 84251400 > > m. 0403 393309 > > [1]http://www.faredge.com.au > > > > > > > > > > You don't. bin/rt doesn't do variable substitution. If you need to use environment variables > then you need to do it without dropping into bin/rt's shell. > > > > Thomas > > > > > > References > > Visible links > 1. http://www.faredge.com.au/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From gregory at accesskenya.com Mon Jan 31 05:18:26 2011 From: gregory at accesskenya.com (Gregory Greafers) Date: Mon, 31 Jan 2011 13:18:26 +0300 Subject: [rt-users] Autoreply html template returns transaction content as plain text In-Reply-To: <20110125195050.GA70280@jibsheet.com> References: <8E68031BCA2F324885EBCC2C1A95E85507F0EA027D@dgserver01.Datagroup.local> <20110125195050.GA70280@jibsheet.com> Message-ID: <1296469106.3520.8.camel@greg-HP-Compaq-6730s> Kevin, What is the correct On Tue, 2011-01-25 at 14:50 -0500, Kevin Falcone wrote: > On Tue, Jan 25, 2011 at 08:40:14PM +0200, Johannes Kullberg wrote: > > We have an autoreply template that includes the ticket information. The reply is all html > > except the original requestors message that comes out plain text. > > > > I suspect the "Transaction->Content()" should be modified but how? I have tried some solutions > > found on this mailing list but no success. > > > > We have these enabled at RT_SiteConfig.pm > > > > Set($PreferRichText, yes); What is the valid option here? Set($PreferRichText ??, ?); Am looking into fixing this since we usually receive autoreplies with "this transaction appears to have no content" > > This isn't a valid value for PreferRichText > > > Set($TrustHTMLAttachments, 1); > > But neither of those affect outgoing mail anyway. > > > {$Transaction->Content()} > > I suspect you want Type => 'text/html' there > > -kevin -- Regards, Gregory Okoth NOC Engineer Email:noc at accesskenya.com Tel: (254 20) 360 0908 Fax: (254 20)(254 20) 360 0001 From gregory at accesskenya.com Mon Jan 31 05:47:20 2011 From: gregory at accesskenya.com (Gregory Greafers) Date: Mon, 31 Jan 2011 13:47:20 +0300 Subject: [rt-users] RT 3.8.8 on CentOS 5.5 slows down/hangs In-Reply-To: References: <1294476437.4481.30.camel@greg-HP-Compaq-6730s> Message-ID: <1296470840.3520.24.camel@greg-HP-Compaq-6730s> I am still experiencing this issue. At one instance when our RT had hang, I used the top command and it listed several apache processes (like 10). I also read in a recent thread on this list titled [Any gotchas for load balancing RT's front end?] stating somewhere... We have not needed to do this for RT yet, but you should provide for some level of persistance for connections to leverage RT's internal caching. A pure round-robin load balance will have both frontends doing more work than they need to do. It may also be worth revisiting your settings for KeepAlive on your web servers as well to maximize performance and minimize resource usage. Could increasing the MaxKeepAliveRequests resolve anything? I have 100 in my httpd.conf. I assumed 'load balancing' might help in my situation. Any help will be appreciated On Sat, 2011-01-08 at 13:32 +0300, Odhiambo Washington wrote: > That is a specific shot in only one aspect. There are others but you > did not say much about your Apache, MySQL server, server specs... -- Regards, Gregory Okoth NOC Engineer Email:noc at accesskenya.com Tel: (254 20) 360 0908 Fax: (254 20)(254 20) 360 0001 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Jan 31 08:10:33 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 31 Jan 2011 08:10:33 -0500 Subject: [rt-users] Autoreply html template returns transaction content as plain text In-Reply-To: <1296469106.3520.8.camel@greg-HP-Compaq-6730s> References: <8E68031BCA2F324885EBCC2C1A95E85507F0EA027D@dgserver01.Datagroup.local> <20110125195050.GA70280@jibsheet.com> <1296469106.3520.8.camel@greg-HP-Compaq-6730s> Message-ID: <20110131131033.GJ70280@jibsheet.com> On Mon, Jan 31, 2011 at 01:18:26PM +0300, Gregory Greafers wrote: > Kevin, > What is the correct > > > On Tue, 2011-01-25 at 14:50 -0500, Kevin Falcone wrote: > > On Tue, Jan 25, 2011 at 08:40:14PM +0200, Johannes Kullberg wrote: > > > We have an autoreply template that includes the ticket information. The reply is all html > > > except the original requestors message that comes out plain text. > > > > > > I suspect the "Transaction->Content()" should be modified but how? I have tried some solutions > > > found on this mailing list but no success. > > > > > > We have these enabled at RT_SiteConfig.pm > > > > > > Set($PreferRichText, yes); > > What is the valid option here? Set($PreferRichText ??, ?); The documentation above it in the config files specified what to put there. -kevin > Am looking into fixing this since we usually receive autoreplies with > "this transaction appears to have no content" > > > > This isn't a valid value for PreferRichText > > > > > Set($TrustHTMLAttachments, 1); > > > > But neither of those affect outgoing mail anyway. > > > > > {$Transaction->Content()} > > > > I suspect you want Type => 'text/html' there > > > > -kevin > > -- > Regards, > > Gregory Okoth > NOC Engineer > > Email:noc at accesskenya.com > Tel: (254 20) 360 0908 > Fax: (254 20)(254 20) 360 0001 > > > > > > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From markr at yaxs.net Mon Jan 31 11:22:06 2011 From: markr at yaxs.net (Mark Regensberg) Date: Mon, 31 Jan 2011 18:22:06 +0200 Subject: [rt-users] HTML attachment - transaction has no content Message-ID: Hi List We are running 3.8.8 on Debian/mod_perl/Perl v5.10 Our RT instance has been working for some time - we now have a queue where HTML/rich text emails (outbound) are preferred for a variety of reasons. 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. any ideas appreciated. --Mark From the ticket history: Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/) RT-Originator: **cut** To: **cut** MIME-Version: 1.0 X-RT-Original-Encoding: utf-8 Date: Fri, 28 Jan 2011 16:46:11 +0200 RT-Attachment: 19739/277018/184165 RT-Attachment: 19739/277018/184166 Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: 8bit This transaction appears to have no content From the logs: [Fri Jan 28 14:46:11 2011] [info]: #19739/277018 - Scrip 6 On Correspond Notify Requestors and Ccs (/opt/rt3/bin/../lib/ RT/Action/SendEmail.pm:300) [Fri Jan 28 14:46:11 2011] [info]: sent To: ***cut*** (/opt/rt3/bin/../lib/RT/Action/SendEmail.p m:331) From matt at hoov.net Mon Jan 31 11:30:40 2011 From: matt at hoov.net (Matt Hoover) Date: Mon, 31 Jan 2011 08:30:40 -0800 Subject: [rt-users] Error after upgrade to 3.8.8 Message-ID: I just did the upgrade process for a 3.8.4 install to 3.8.8 and am now getting this error when clicking the Dates,People, or links... RT::Ticket::ApplyTransactionBatch Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/ModifyDates.html line 73) Any ideas how I can fix this? Thanks! Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From joseph85750 at yahoo.com Mon Jan 31 11:39:47 2011 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Mon, 31 Jan 2011 08:39:47 -0800 (PST) Subject: [rt-users] scripts for daily notifications for unassigned and unresolved tickets In-Reply-To: Message-ID: <166467.12053.qm@web30303.mail.mud.yahoo.com> --- 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: ? Thanks for the tip.? I've been playing with it a bit, but I never get the notification.? My dashboard looks like this: http://img825.imageshack.us/img825/4595/dashboardo.png >From the setup above, I suspect I should get a daily list of "new and open" tickets at 18:00 GMT.? (technically it's "new OR open", but the search does return both new and open tickets) If I go to manage my Dashboard, and click on the Name: ticket reminder, I do get the list of "new and open" tickets. Is there maybe some global permission preventing me from performing this? -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Jan 31 11:40:15 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 31 Jan 2011 11:40:15 -0500 Subject: [rt-users] Error after upgrade to 3.8.8 In-Reply-To: References: Message-ID: <20110131164015.GK70280@jibsheet.com> On Mon, Jan 31, 2011 at 08:30:40AM -0800, Matt Hoover wrote: > I just did the upgrade process for a 3.8.4 install to 3.8.8 and am now getting this error when > clicking the Dates,People, or links... > RT::Ticket::ApplyTransactionBatch Unimplemented in HTML::Mason::Commands. > (/opt/rt3/share/html/Ticket/ModifyDates.html line 73) That was added in 3.8.6, do you have a local modification of RT::Ticket or other extensions that could be causing issues? You can also always confirm that your /opt/rt3/lib/RT/Ticket_Overlay.pm contains the expected method -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jan 31 11:45:31 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 31 Jan 2011 11:45:31 -0500 Subject: [rt-users] scripts for daily notifications for unassigned and unresolved tickets In-Reply-To: <166467.12053.qm@web30303.mail.mud.yahoo.com> References: <166467.12053.qm@web30303.mail.mud.yahoo.com> Message-ID: <20110131164531.GL70280@jibsheet.com> 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: > Thanks for the tip. I've been playing with it a bit, but I never get the notification. My > dashboard looks like this: > > http://img825.imageshack.us/img825/4595/dashboardo.png > > From the setup above, I suspect I should get a daily list of "new and open" tickets at 18:00 > GMT. (technically it's "new OR open", but the search does return both new and open tickets) > > If I go to manage my Dashboard, and click on the Name: ticket reminder, I do get the list of > "new and open" tickets. > > Is there maybe some global permission preventing me from performing this? Did you install the cronjob as documented in README? -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 Mon Jan 31 11:47:24 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 31 Jan 2011 11:47:24 -0500 Subject: [rt-users] scripts for daily notifications for unassigned and unresolved tickets In-Reply-To: <166467.12053.qm@web30303.mail.mud.yahoo.com> References: <166467.12053.qm@web30303.mail.mud.yahoo.com> Message-ID: <4D46E79C.6020805@bestpractical.com> On 31 Jan 2011 11:39, Joseph Spenner wrote: > Kenneth: > Thanks for the tip. I've been playing with it a bit, but I never get > the notification. My dashboard looks like this: > > http://img825.imageshack.us/img825/4595/dashboardo.png > > From the setup above, I suspect I should get a daily list of "new and > open" tickets at 18:00 GMT. (technically it's "new OR open", but the > search does return both new and open tickets) > > If I go to manage my Dashboard, and click on the Name: ticket reminder, > I do get the list of "new and open" tickets. > > Is there maybe some global permission preventing me from performing this? Do you have sbin/rt-email-dashboards setup in your crontab? Thomas From matt at hoov.net Mon Jan 31 13:09:07 2011 From: matt at hoov.net (Matt Hoover) Date: Mon, 31 Jan 2011 10:09:07 -0800 Subject: [rt-users] Error after upgrade to 3.8.8 In-Reply-To: <20110131164015.GK70280@jibsheet.com> References: <20110131164015.GK70280@jibsheet.com> Message-ID: Yep - found the local file. Thanks! On Mon, Jan 31, 2011 at 8:40 AM, Kevin Falcone wrote: > On Mon, Jan 31, 2011 at 08:30:40AM -0800, Matt Hoover wrote: > > I just did the upgrade process for a 3.8.4 install to 3.8.8 and am now > getting this error when > > clicking the Dates,People, or links... > > RT::Ticket::ApplyTransactionBatch Unimplemented in > HTML::Mason::Commands. > > (/opt/rt3/share/html/Ticket/ModifyDates.html line 73) > > That was added in 3.8.6, do you have a local modification of > RT::Ticket or other extensions that could be causing issues? > You can also always confirm that your > /opt/rt3/lib/RT/Ticket_Overlay.pm contains the expected method > > -kevin > -- *Words to live by:* *"**Do not lacrimate due to a capsized vessel of bovine lactic fluid**!!"* -------------- next part -------------- An HTML attachment was scrubbed... URL: From joseph85750 at yahoo.com Mon Jan 31 13:24:22 2011 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Mon, 31 Jan 2011 10:24:22 -0800 (PST) Subject: [rt-users] scripts for daily notifications for unassigned and unresolved tickets In-Reply-To: <20110131164531.GL70280@jibsheet.com> Message-ID: <829414.79594.qm@web30304.mail.mud.yahoo.com> --- On Mon, 1/31/11, Kevin Falcone wrote: > >? ? http://img825.imageshack.us/img825/4595/dashboardo.png > > > >? ? From the setup above, I suspect I should > get a daily list of "new and open" tickets at 18:00 > >? ? GMT.? (technically it's "new OR > open", but the search does return both new and open > tickets) > > > >? ? If I go to manage my Dashboard, and click > on the Name: ticket reminder, I do get the list of > >? ? "new and open" tickets. > > > >? ? Is there maybe some global permission > preventing me from performing this? > > Did you install the cronjob as documented in README? > > -kevin > Sorry! I did not see that part. I was using the following link/pdf: http://bestpractical.typepad.com/files/dashboard-notifications-a-quick-introduction-3.pdf referenced in: http://blog.bestpractical.com/page/3/ Which did not mention the cron part, but I see that it's mentioned in the original documentation as part of the setup. Thanks for the update though. It worked. Looks like I'm all set now! From falcone at bestpractical.com Mon Jan 31 13:42:59 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 31 Jan 2011 13:42:59 -0500 Subject: [rt-users] scripts for daily notifications for unassigned and unresolved tickets In-Reply-To: <829414.79594.qm@web30304.mail.mud.yahoo.com> References: <20110131164531.GL70280@jibsheet.com> <829414.79594.qm@web30304.mail.mud.yahoo.com> Message-ID: <20110131184259.GM70280@jibsheet.com> On Mon, Jan 31, 2011 at 10:24:22AM -0800, Joseph Spenner wrote: > --- On Mon, 1/31/11, Kevin Falcone wrote: > > > > >? ? http://img825.imageshack.us/img825/4595/dashboardo.png > > > > > >? ? From the setup above, I suspect I should > > get a daily list of "new and open" tickets at 18:00 > > >? ? GMT.? (technically it's "new OR > > open", but the search does return both new and open > > tickets) > > > > > >? ? If I go to manage my Dashboard, and click > > on the Name: ticket reminder, I do get the list of > > >? ? "new and open" tickets. > > > > > >? ? Is there maybe some global permission > > preventing me from performing this? > > > > Did you install the cronjob as documented in README? > > > > -kevin > > > > Sorry! I did not see that part. I was using the following link/pdf: > > http://bestpractical.typepad.com/files/dashboard-notifications-a-quick-introduction-3.pdf > > referenced in: > > http://blog.bestpractical.com/page/3/ > > Which did not mention the cron part, but I see that it's mentioned in the original documentation as part of the setup. > Thanks for the update though. It worked. Looks like I'm all set now! I believe that document assumes that all the installation directions were followed, especially since it is more of a User doc than an Admin doc. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From MarkRoedel at letu.edu Mon Jan 31 15:00:31 2011 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Mon, 31 Jan 2011 20:00:31 +0000 Subject: [rt-users] override error message Message-ID: <2B3D699B434F1F49B73F97861B5FD54407DD52FF@Mail-DB-1.letnet.net> We want to provide a more user-friendly version of the "Permission Denied" message that gets returned when one of our users replies to a ticket from a different email address than the one they used to initiate the ticket. Is that something that we'd accomplish by overriding the default i18n files, or is there someplace else I should be looking? Mark Roedel Webmaster Enrollment Services LeTourneau University 903-233-3535 (w) | 903-233-3105 (f) www.letu.edu | www.facebook.com/myletu | www.twitter.com/LETUadmissions From James.Edwards at consonus.com Mon Jan 31 17:31:58 2011 From: James.Edwards at consonus.com (Edwards, James) Date: Mon, 31 Jan 2011 17:31:58 -0500 Subject: [rt-users] Help with scrip example Message-ID: <97620462AF07F447AE6D11CBA76CA92301179F0283@rduex07> Hello all, I'm hoping someone can point me in a direction. I'm trying to write a custom scrip that takes emails sent in reply to an RT ticket and merges it into an existing RT ticket. The existing ticket is in a queue. The issue I'm trying to overcome is that when the reply message comes back to RT the subject line is modified to where [tickets.xyz.com #] has been stripped from the subject line and replaced entirely with a new subject line. This then creates a second new ticket. My thought process around what I want to accomplish, 1) When the reply comes in, the scrip search the content for [tickets.xyz.com # in the reply 3) Merge the tickets 4) Send a reply to all requestors in the existing RT ticket. I haven't been able to find good documentation on how to write scrip's. (Like a scrip 101 guide). I'm working off examples of scrip's from the contributor's section of the Best practical Wiki, but having troubles. -------------- next part -------------- An HTML attachment was scrubbed... URL: From paul.crovella at gmail.com Mon Jan 31 18:02:01 2011 From: paul.crovella at gmail.com (Paul) Date: Mon, 31 Jan 2011 15:02:01 -0800 Subject: [rt-users] Help with scrip example In-Reply-To: <97620462AF07F447AE6D11CBA76CA92301179F0283@rduex07> References: <97620462AF07F447AE6D11CBA76CA92301179F0283@rduex07> Message-ID: <4D473F69.3070304@gmail.com> This isn't quite what your asking for, but solves the same problem: http://code.google.com/p/rt-references/ Cheers, Paul On 01/31/2011 02:31 PM, Edwards, James wrote: > Hello all, > > I'm hoping someone can point me in a direction. > > I'm trying to write a custom scrip that takes emails sent in reply to an RT ticket and merges it into an existing RT ticket. The existing ticket is in a queue. The issue I'm trying to overcome is that when the reply message comes back to RT the subject line is modified to where [tickets.xyz.com #] has been stripped from the subject line and replaced entirely with a new subject line. This then creates a second new ticket. > > > My thought process around what I want to accomplish, > > > 1) When the reply comes in, the scrip search the content for [tickets.xyz.com # > 2) The scrip searches the queue for an existing ticket with a matching number to in the reply > > 3) Merge the tickets > > 4) Send a reply to all requestors in the existing RT ticket. > > I haven't been able to find good documentation on how to write scrip's. (Like a scrip 101 guide). I'm working off examples of scrip's from the contributor's section of the Best practical Wiki, but having troubles. > > > > From joseph85750 at yahoo.com Mon Jan 31 18:20:31 2011 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Mon, 31 Jan 2011 15:20:31 -0800 (PST) Subject: [rt-users] syntax of RTAddressRegexp Message-ID: <161500.51036.qm@web30304.mail.mud.yahoo.com> I'm using RT 3.8.8, and am getting warnings about the " RTAddressRegexp option is not set in the config". If I understand correctly, I don't need to worry about it since I never plan to have any queues set up to auto respond with an "On Create" scrip. But I still see the messages in root's email and on startup. So, I thought I'd set one up. After thinking over a regex to cover everything, I came up with the need to search for an address beginning with (ie): shark, catfish, dolphin (so, shark-head, dolphin-tail, are possible) and the domain can be: @foobar.com @water.foobar.com @water Would something like this be right: Set($RTAddressRegexp, '^(shark|catfish|dolphin)\@.(water)?(foobar\.com)?$'); ? Any help would be great. Thanks! From thierry.thelliez.tech at gmail.com Mon Jan 31 19:32:17 2011 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Mon, 31 Jan 2011 17:32:17 -0700 Subject: [rt-users] 3.8.x serious security issue with mixing sessions In-Reply-To: <200910291723.23924.arekm@maven.pl> References: <200910231124.01466.arekm@maven.pl> <200910291535.09199.arekm@maven.pl> <200910291723.23924.arekm@maven.pl> Message-ID: I just found this thread about Mixed sessions. We are experiencing the same problem with RT 3.8.7, sitting behind an Apache based proxy + load balancer. The backend is a MySQL cluster but that should not have an impact on the user sessions. We have two instances of RT connected to the same backend. In other words, the front ends connect (load balance) to two RTs. These RTs connect to the same Cluster. Could the apache load balancer be the issue? Suggestions? Thierry