From tjrc at sanger.ac.uk  Fri Jul  1 03:11:14 2011
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Fri, 1 Jul 2011 08:11:14 +0100
Subject: [rt-users] ExternalAuth for requestors but not privileged users?
In-Reply-To: <03a401cc376a$b3304d50$1990e7f0$@athompso.net>
References: <008e01cc3424$b4def780$1e9ce680$@athompso.net>
	<20110629182810.GD876@jibsheet.com>
	<03a401cc376a$b3304d50$1990e7f0$@athompso.net>
Message-ID: <D6B86134-2C0A-4DA2-9F50-FDFFEFFF979F@sanger.ac.uk>


On 30 Jun 2011, at 22:14, Adam Thompson wrote:

>> RT-Authen-ExternalAuth falls back to internal auth if the username
>> / pass doesn't match in LDAP
> 
> I'm sure I saw something about this a little while ago, but I can't find 
> it now.  Sorry if this is rehashing old material...
> 
> Is there any way to have RT-Authen-ExternalAuth try more than one LDAP 
> server in a defined order?  I'm thinking of something like having it query 
> Active Directory first for staff, then the LDAP server with all our 
> customer accounts, finally falling back to local DB for root only?

Yes.  You can give it an array of ldap servers to talk to.

Tim


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


From funfried at zebra.com  Fri Jul  1 04:54:03 2011
From: funfried at zebra.com (Fabian Unfried)
Date: Fri, 1 Jul 2011 10:54:03 +0200
Subject: [rt-users] Show tickets depending on creator and not owner
References: <142E8C90-9F53-4621-BE56-349C01CEA658@zebra.com>
Message-ID: <3616FC3F-4033-4234-ABF2-0DD3F7F756DC@zebra.com>

Hi Kenn,

> Fabian,
> 
> What is the relationship of your "creator" and the ticket Owner and the ticket Requestor?

Creator => Requestor (sorry, I guess that made my question a bit confusing)
As far as I understood rt the owner is the user which the ticket is assigned to, or did I misunderstood something there?

> Are they usually the same?

I think it's some kind of the standard approach, so the requestor stays always the same, but the owner is changing while the ticket will be solved. But my problem is as long as the requestor isn't the owner, the requestors can't see their tickets in their WebUI under open tickets, but I would like that they can see their tickets also when some of the admins or staff (privileged user) is assigned to their tickets. Is this possible?

> Do the tickets get created via email or WebUI?

WebUI


Regards
Fabian


> 
> Kenn
> LBNL
> 
> On Thu, Jun 30, 2011 at 8:34 AM, Fabian Unfried <funfried at zebra.com> wrote:
> Hi guys,
> 
> just started with rt 4.0.1 and it is really great, but one question:
> 
> Is there a way to show the tickets for the customers (unprivileged users) not only when they are assigned to it but also because they are the creator of a ticket? So to say I would like that a creator of a ticket can always see his/her ticket not only when he/she is assigned to his/her ticket.
> 
> Thanks in advance.
> 
> Regards,
> Fabian
> 
> 
> - CONFIDENTIAL-
> 
> This email and any files transmitted with it are confidential, and may also be legally privileged.  If you are not the intended recipient, you may not review, use, copy, or distribute this message. If you receive this email in error, please notify the sender immediately by reply email and then delete this email.
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html
> 
> <ATT00001..txt>


--
Fabian Unfried
Senior Software Engineer
Zebra Enterprise Solutions

Rossfelder Str. 65/5, 74564 Crailsheim, Germany
T+49 7951 96360 F+49 7951 963611
funfried at zebra.com
www.zebra.com/zes
WhereNet * proveo * Multispectral Solutions

Managing Directors Zebra Enterprise Solutions GmbH:
Phil Gerskovich, Gilles Pelzer, Michael Smiley
Registered Office: Ulm, HRB 721672
VAT Number: DE225496806

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From paul.piscuc at appnor.com  Fri Jul  1 06:07:11 2011
From: paul.piscuc at appnor.com (Paul PISCUC)
Date: Fri, 1 Jul 2011 13:07:11 +0300
Subject: [rt-users] RT4 slow
Message-ID: <BANLkTinLOVv7Kux4khhdF97Jkcjn_QbKmw@mail.gmail.com>

Hi,

I have tried to use RT4 an a new Debian Squeeze Install, with Varnish and
Apache2, Mysql backend, but the RT is loading very slow - 7s. There is no
networking problem, and the 7s loading time is displayed in the Apache logs.

Is this a recurrent problem? Is it supposed to run that slow?

Thanks,

Paul
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From Raed.El-Hames at daisygroupplc.com  Fri Jul  1 06:27:01 2011
From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames)
Date: Fri, 1 Jul 2011 10:27:01 +0000
Subject: [rt-users] Show tickets depending on creator and not owner
In-Reply-To: <A20D4B90-BD71-4351-BA8B-E59168A5AEA2@zebra.com>
References: <A20D4B90-BD71-4351-BA8B-E59168A5AEA2@zebra.com>
Message-ID: <892593C9CA8E25458C440A63DDC6774D1E553C1D@DG-HEXMBX02.daisy.group>

Fabian,

The Creator of a ticket is in most cases the requestor unless they decided to change that by entering a different email address in the requestor field when a ticket is first created. I think the scenario you describing below will most likely be the creator == requestor.

Customers should not be owners of a ticket (in all ticketing processes that I am aware of anyway), ownership should be assigned to those that can fix issue/supply information.

If your customers are unprivileged users, then by default the web ui will present them with the Selfservice portal which by default list all their tickets that they have requested. Try to login as one of those unprivileged users to see the different interface you get.

Hope that helps,

Regards;
Roy


>
Visit our website today www.daisygroupplc.com

Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR
Company Registration Number: 4145329 |   VAT Number: 722471355
Daisy Communications Limited is a company registered in England and Wales.
DISCLAIMER

This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liability arising.

If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender.  In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise.

WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments.
NOTICE TO CUSTOMERS
If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested.


-----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Fabian Unfried
> Sent: 30 June 2011 16:34
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Show tickets depending on creator and not owner
>
> Hi guys,
>
> just started with rt 4.0.1 and it is really great, but one question:
>
> Is there a way to show the tickets for the customers (unprivileged users)
> not only when they are assigned to it but also because they are the
> creator of a ticket? So to say I would like that a creator of a ticket can
> always see his/her ticket not only when he/she is assigned to his/her
> ticket.
>
> Thanks in advance.
>
> Regards,
> Fabian
>
>
> - CONFIDENTIAL-
>
> This email and any files transmitted with it are confidential, and may
> also be legally privileged.  If you are not the intended recipient, you
> may not review, use, copy, or distribute this message. If you receive this
> email in error, please notify the sender immediately by reply email and
> then delete this email.
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html


From seanmcdaid2000 at gmail.com  Fri Jul  1 06:28:42 2011
From: seanmcdaid2000 at gmail.com (Sean McDaid)
Date: Fri, 1 Jul 2011 11:28:42 +0100
Subject: [rt-users] New install of RT4 crashes Internet Explorer 8
In-Reply-To: <BANLkTin_-=S+hOwBL01iKyKGp05+22gttQ@mail.gmail.com>
References: <BANLkTin39QZfckbitgqU5XMowXevbhRA_Q@mail.gmail.com>
	<23037DC22CE8C3428E7636883099F1AA6F9D887F17@JXVXMP01.wwcorp.net>
	<BANLkTinxp9mL0=KFbnTzs21Gtfc8s4=Y3w@mail.gmail.com>
	<BANLkTi=VML38uYuRs=5nY7k_CAYu=Lvb+A@mail.gmail.com>
	<BANLkTin_-=S+hOwBL01iKyKGp05+22gttQ@mail.gmail.com>
Message-ID: <BANLkTimr4Ovrbbt34pGfnvNpvCn6SqwyHg@mail.gmail.com>

Yeah I can't recreate the issue there, perhaps I haven't created a large
enough
ticket. More likely though it is my configuration or data migration - I had
to upgrade
from 3.6 - 4.0 in one go.

Is there some way to migrate a 3.6 database directly to 4.0 and then simply
hook
this into a RT 4.0 install? This was done manually which I'm skeptical
about.

Thanks
Sean

>On Wed, Jun 29, 2011 at 10:23:06PM +0100, Sean McDaid wrote:
>> The ticket I am using as test case is a new ticket in the RT 4.0.1
>> installation. Make say 15 comments with 20 lines of text, within some
>> of these comments keep the quoted text. Also to the comments add some
>> attachments of different formats. Also add some transactions changing
>> status/owner/impact/category etc.
>>
>> This should create a relatively large ticket - load this up with IE8
>> with scripting enabled. This takes a very long time, and window
>> resizing also affects it.
>
> Would you find a ticket on issues.bestpractical.com (login using
> guest/guest) which shows the problem you're seeing? That will allow
> us to compare apples to apples.
>
> Thanks
>
> -kevin
>
>> Sean
>>
>> >> OK so I've upgraded to 4.0.1 and the issue persists. Again when I turn
off the scripts the problem is solved.
>> >Can you provide a simple test case that we can use to reproduce the
problem?
>> >Thomas
>
>>
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
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From adisan82 at gmail.com  Fri Jul  1 06:45:40 2011
From: adisan82 at gmail.com (Adrian Stel)
Date: Fri, 1 Jul 2011 12:45:40 +0200
Subject: [rt-users] Certificate based access instead of username/pw
Message-ID: <BANLkTikffaJOvXi0rb0cTsBrZPJt8uKWLg@mail.gmail.com>

Hi,


I would like to change standard access to RT from username/pw to
certificates authorization.

This is what I made

in file:
/usr/share/request-tracker3.8/etc/RT_Config.pm


Set($WebExternalAuth, 1);
Set($WebExternalAuthContinuous, 1);
Set($WebFallbackToInternalAuth , undef);


What next ?


I got this information:

SSLVerifyClient require

SSLUserName SSL_CLIENT_S_DN_UID

%u (remote user) logs as "-" for me, so is no help
other than to indicate it's not working.


But how i should read this info ?


Of course I have  all of the cert stuff working fine (required).

Here is the link:

rt.ige.psnc.pl

https://r.ige.psnc.pl


-- 
Best Regards,
Adrian Stelmaszyk
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From adisan82 at gmail.com  Fri Jul  1 07:02:22 2011
From: adisan82 at gmail.com (Adrian Stel)
Date: Fri, 1 Jul 2011 13:02:22 +0200
Subject: [rt-users] Certificate based access instead of username/pw
In-Reply-To: <BANLkTikffaJOvXi0rb0cTsBrZPJt8uKWLg@mail.gmail.com>
References: <BANLkTikffaJOvXi0rb0cTsBrZPJt8uKWLg@mail.gmail.com>
Message-ID: <BANLkTikh0MFE6UKU6ueN7052LvrVv61f1A@mail.gmail.com>

Hi,


when I have

Set($WebExternalAuth, 1);

I'm not able to log in using user/pass. There is missing text box ;/


Any idea ?



Best Regards
Adrian

2011/7/1 Adrian Stel <adisan82 at gmail.com>

> Hi,
>
>
> I would like to change standard access to RT from username/pw to
> certificates authorization.
>
> This is what I made
>
> in file:
> /usr/share/request-tracker3.8/etc/RT_Config.pm
>
>
> Set($WebExternalAuth, 1);
> Set($WebExternalAuthContinuous, 1);
> Set($WebFallbackToInternalAuth , undef);
>
>
> What next ?
>
>
> I got this information:
>
> SSLVerifyClient require
>
> SSLUserName SSL_CLIENT_S_DN_UID
>
> %u (remote user) logs as "-" for me, so is no help
> other than to indicate it's not working.
>
>
> But how i should read this info ?
>
>
> Of course I have  all of the cert stuff working fine (required).
>
> Here is the link:
>
> rt.ige.psnc.pl
>
> https://r.ige.psnc.pl
>
>
> --
> Best Regards,
> Adrian Stelmaszyk
>



-- 
Pozdrawiam
Adrian Stelmaszyk
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From funfried at zebra.com  Fri Jul  1 08:41:22 2011
From: funfried at zebra.com (Fabian Unfried)
Date: Fri, 1 Jul 2011 14:41:22 +0200
Subject: [rt-users] Show tickets depending on creator and not owner
In-Reply-To: <892593C9CA8E25458C440A63DDC6774D1E553C1D@DG-HEXMBX02.daisy.group>
References: <A20D4B90-BD71-4351-BA8B-E59168A5AEA2@zebra.com>
	<892593C9CA8E25458C440A63DDC6774D1E553C1D@DG-HEXMBX02.daisy.group>
Message-ID: <9D9E7786-1D93-485D-8DB1-142AF0D7C601@zebra.com>

Hi Roy,

> Fabian,
> 
> The Creator of a ticket is in most cases the requestor unless they decided to change that by entering a different email address in the requestor field when a ticket is first created. I think the scenario you describing below will most likely be the creator == requestor.

Yes, that's the way I'm using rt (have a look at my mail from 10:55 today :) )


> Customers should not be owners of a ticket (in all ticketing processes that I am aware of anyway), ownership should be assigned to those that can fix issue/supply information.

Yes, I agree, but e. g. a customer didn't told you everything you would like to know to solve an issue, you would need more information from that customer (so a customer is someone who can supply information), so in my opinion I would re-assign it to the customer/requestor, or is there another way in rt? And btw, if I don't assign a ticket to the requestor he can't see the ticket in the WebUI and that's why I'm writing to the list, so the question is, if you never assign a ticket to a customer/requestor, how will they ever know when an issue/ticket is solved?


> If your customers are unprivileged users, then by default the web ui will present them with the Selfservice portal which by default list all their tickets that they have requested. Try to login as one of those unprivileged users to see the different interface you get.

Hmm, ok that's strange, if I'm logging in as an unprivileged user, I can't see the tickets I created with that user, only if I log in as an admin and assign it the that user. That's why I'm asking my questions here :s

Is there anything I could have changed in the configuration, or do I have to set any special rights to the requestors or unprivileged users that they can see their created tickets and not only when they are assigned to them?

> Hope that helps,
> 
> Regards;
> Roy
> 

Regards,
Fabian


> 
>> 
> Visit our website today www.daisygroupplc.com
> 
> Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR
> Company Registration Number: 4145329 |   VAT Number: 722471355
> Daisy Communications Limited is a company registered in England and Wales.
> DISCLAIMER
> 
> This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liability arising.
> 
> If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender.  In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise.
> 
> WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments.
> NOTICE TO CUSTOMERS
> If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested.
> 
> 
> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
>> bounces at lists.bestpractical.com] On Behalf Of Fabian Unfried
>> Sent: 30 June 2011 16:34
>> To: rt-users at lists.bestpractical.com
>> Subject: [rt-users] Show tickets depending on creator and not owner
>> 
>> Hi guys,
>> 
>> just started with rt 4.0.1 and it is really great, but one question:
>> 
>> Is there a way to show the tickets for the customers (unprivileged users)
>> not only when they are assigned to it but also because they are the
>> creator of a ticket? So to say I would like that a creator of a ticket can
>> always see his/her ticket not only when he/she is assigned to his/her
>> ticket.
>> 
>> Thanks in advance.
>> 
>> Regards,
>> Fabian
>> 
>> 
>> - CONFIDENTIAL-
>> 
>> This email and any files transmitted with it are confidential, and may
>> also be legally privileged.  If you are not the intended recipient, you
>> may not review, use, copy, or distribute this message. If you receive this
>> email in error, please notify the sender immediately by reply email and
>> then delete this email.
>> 
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
> 


--
Fabian Unfried
Senior Software Engineer
Zebra Enterprise Solutions

Rossfelder Str. 65/5, 74564 Crailsheim, Germany
T+49 7951 96360 F+49 7951 963611
funfried at zebra.com
www.zebra.com/zes
WhereNet * proveo * Multispectral Solutions

Managing Directors Zebra Enterprise Solutions GmbH:
Phil Gerskovich, Gilles Pelzer, Michael Smiley
Registered Office: Ulm, HRB 721672
VAT Number: DE225496806

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From trs at bestpractical.com  Fri Jul  1 09:03:29 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 01 Jul 2011 09:03:29 -0400
Subject: [rt-users] Show tickets depending on creator and not owner
In-Reply-To: <3616FC3F-4033-4234-ABF2-0DD3F7F756DC@zebra.com>
References: <142E8C90-9F53-4621-BE56-349C01CEA658@zebra.com>
	<3616FC3F-4033-4234-ABF2-0DD3F7F756DC@zebra.com>
Message-ID: <4E0DC5A1.8010107@bestpractical.com>

On 07/01/2011 04:54 AM, Fabian Unfried wrote:
> I think it's some kind of the standard approach, so the requestor stays
> always the same, but the owner is changing while the ticket will be
> solved. But my problem is as long as the requestor isn't the owner, the
> requestors can't see their tickets in their WebUI under open tickets,
> but I would like that they can see their tickets also when some of the
> admins or staff (privileged user) is assigned to their tickets. Is this
> possible?

Of course it's possible.  Grant the appropriate rights to the Requestor
role either at the queue level or globally.

Thomas


From trs at bestpractical.com  Fri Jul  1 09:06:15 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 01 Jul 2011 09:06:15 -0400
Subject: [rt-users] Certificate based access instead of username/pw
In-Reply-To: <BANLkTikh0MFE6UKU6ueN7052LvrVv61f1A@mail.gmail.com>
References: <BANLkTikffaJOvXi0rb0cTsBrZPJt8uKWLg@mail.gmail.com>
	<BANLkTikh0MFE6UKU6ueN7052LvrVv61f1A@mail.gmail.com>
Message-ID: <4E0DC647.4080209@bestpractical.com>

On 07/01/2011 07:02 AM, Adrian Stel wrote:
> when I have 
> 
> Set($WebExternalAuth, 1);
> 
> I'm not able to log in using user/pass. There is missing text box ;/

You said you Set($WebFallbackToInternalAuth, undef) which means internal
auth should never be used.  Please read the doc for that option in
etc/RT_Config.pm.

As for your REMOTE_USER problem, you'll likely need to configure Apache
to put something unique in there so RT can key on it.

Thomas


From trs at bestpractical.com  Fri Jul  1 09:11:41 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 01 Jul 2011 09:11:41 -0400
Subject: [rt-users] RT4 slow
In-Reply-To: <BANLkTinLOVv7Kux4khhdF97Jkcjn_QbKmw@mail.gmail.com>
References: <BANLkTinLOVv7Kux4khhdF97Jkcjn_QbKmw@mail.gmail.com>
Message-ID: <4E0DC78D.90301@bestpractical.com>

On 07/01/2011 06:07 AM, Paul PISCUC wrote:
> I have tried to use RT4 an a new Debian Squeeze Install, with Varnish
> and Apache2, Mysql backend, but the RT is loading very slow - 7s. There
> is no networking problem, and the 7s loading time is displayed in the
> Apache logs.
>  
> Is this a recurrent problem? Is it supposed to run that slow?

You're likely running into a one-time perf hit (per child) as we
minimize the javascript.  After all the children have it compressed,
page times should drop significantly.

Thomas


From hangeles at barenecessities.com  Fri Jul  1 09:10:13 2011
From: hangeles at barenecessities.com (Henry Angeles)
Date: Fri, 1 Jul 2011 09:10:13 -0400
Subject: [rt-users] RT 4.0.0 - ie hangs but firefox works well
Message-ID: <637FBD94C830BA4BB18492453B2BC1450E39BFD8@entexchange1.entdomain.barenecessities.local>

Users are experiencing random hangs when using IE. Firefox and chrome
seem to work well. I can't narrow down what causes the hangs, but on my
own computer I had to reset IE to its default condition. That's not an
option for most of our users. Has anyone else experienced this, and more
importantly is there a better solution?

 

Henry

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From trs at bestpractical.com  Fri Jul  1 09:34:00 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 01 Jul 2011 09:34:00 -0400
Subject: [rt-users] RT 4.0.0 - ie hangs but firefox works well
In-Reply-To: <637FBD94C830BA4BB18492453B2BC1450E39BFD8@entexchange1.entdomain.barenecessities.local>
References: <637FBD94C830BA4BB18492453B2BC1450E39BFD8@entexchange1.entdomain.barenecessities.local>
Message-ID: <4E0DCCC8.6000204@bestpractical.com>

On 07/01/2011 09:10 AM, Henry Angeles wrote:
> Users are experiencing random hangs when using IE. Firefox and chrome
> seem to work well. I can?t narrow down what causes the hangs, but on my
> own computer I had to reset IE to its default condition. That?s not an
> option for most of our users. Has anyone else experienced this, and more
> importantly is there a better solution?

Please tell us the IE version.  Can you provide any enlightenment on how
we might reproduce this?

Thomas


From funfried at zebra.com  Fri Jul  1 09:33:56 2011
From: funfried at zebra.com (Fabian Unfried)
Date: Fri, 1 Jul 2011 15:33:56 +0200
Subject: [rt-users] Show tickets depending on creator and not owner
In-Reply-To: <4E0DC5A1.8010107@bestpractical.com>
References: <142E8C90-9F53-4621-BE56-349C01CEA658@zebra.com>
	<3616FC3F-4033-4234-ABF2-0DD3F7F756DC@zebra.com>
	<4E0DC5A1.8010107@bestpractical.com>
Message-ID: <10DA20EE-15C8-4B4F-BF99-D68F4B0E08CD@zebra.com>

Hmm, ok, maybe I forgot to mention it's important that they can just see their own tickets and of course in the overview in the WebUI, could you tell me which rights are necessary for that?

Currently my rt (demo-)system setup is:

Global group rights:

Everyone => no rights
Privileged => all rights
Unprivileged => CommentOnTicket, CreateTicket, ReplyToTicket, ShowArticle
AdminCc => no rights
Cc => no rights
Owner => ReplyToTickets, SeeCustomField, ShowTicket
Requestor => no rights


User-defined group rights (all of my groups have the same rights setup):

Everyone => SeeGroup, SeeGroupDashboard, ShowSavedSearches
Privileged => all rights
Unprivileged => SeeGroup, SeeGroupDashboard, ShowSavedSearches


Queue group rights:

Everyone => CommentOnTicket, CreateTicket, ReplyToTicket, SeeCustomField
Privileged => all rights
Unprivileged => CommentOnTicket, CreateTicket, ReplyToTicket, SeeCustomField
AdminCc => no rights
Cc => no rights
Owner => CommentOnTicket, CreateTicket, ReplyToTicket, SeeCustomField
Requestor => CommentOnTicket, CreateTicket, ReplyToTicket, SeeCustomField


Is there anything wrong with this setup, any idea why my customers / unprivileged users can't see their own tickets as long as the tickets aren't assigned to them? They can't even access the tickets when they aren't assigned to/owner of them, rt won't let them because of missing rights.

Regards,
Fabian

On 07/01/2011 04:54 AM, Fabian Unfried wrote:
I think it's some kind of the standard approach, so the requestor stays
always the same, but the owner is changing while the ticket will be
solved. But my problem is as long as the requestor isn't the owner, the
requestors can't see their tickets in their WebUI under open tickets,
but I would like that they can see their tickets also when some of the
admins or staff (privileged user) is assigned to their tickets. Is this
possible?

Of course it's possible.  Grant the appropriate rights to the Requestor
role either at the queue level or globally.

Thomas

--------
2011 Training: http://bestpractical.com/services/training.html



--
Fabian Unfried
Senior Software Engineer
Zebra Enterprise Solutions

Rossfelder Str. 65/5, 74564 Crailsheim, Germany
T+49 7951 96360 F+49 7951 963611
funfried at zebra.com<mailto:funfried at zebra.com>
www.zebra.com/zes<http://www.zebra.com/zes>
WhereNet * proveo * Multispectral Solutions

Managing Directors Zebra Enterprise Solutions GmbH:
Phil Gerskovich, Gilles Pelzer, Michael Smiley
Registered Office: Ulm, HRB 721672
VAT Number: DE225496806


________________________________
- CONFIDENTIAL-

This email and any files transmitted with it are confidential, and may also be legally privileged. If you are not the intended recipient, you may not review, use, copy, or distribute this message. If you receive this email in error, please notify the sender immediately by reply email and then delete this email.
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From trs at bestpractical.com  Fri Jul  1 09:36:46 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 01 Jul 2011 09:36:46 -0400
Subject: [rt-users] Show tickets depending on creator and not owner
In-Reply-To: <10DA20EE-15C8-4B4F-BF99-D68F4B0E08CD@zebra.com>
References: <142E8C90-9F53-4621-BE56-349C01CEA658@zebra.com>	<3616FC3F-4033-4234-ABF2-0DD3F7F756DC@zebra.com>	<4E0DC5A1.8010107@bestpractical.com>
	<10DA20EE-15C8-4B4F-BF99-D68F4B0E08CD@zebra.com>
Message-ID: <4E0DCD6E.3040602@bestpractical.com>

On 07/01/2011 09:33 AM, Fabian Unfried wrote:
> Is there anything wrong with this setup, any idea why my customers /
> unprivileged users can't see their own tickets as long as the tickets
> aren't assigned to them? They can't even access the tickets when they
> aren't assigned to/owner of them, rt won't let them because of missing
> rights.

You only gave ShowTicket to Owners (globally).  If you want Requestors
to be able to see their tickets, you need to grant them ShowTicket too.

Thomas


From funfried at zebra.com  Fri Jul  1 09:57:00 2011
From: funfried at zebra.com (Fabian Unfried)
Date: Fri, 1 Jul 2011 15:57:00 +0200
Subject: [rt-users] Show tickets depending on creator and not owner
In-Reply-To: <4E0DCD6E.3040602@bestpractical.com>
References: <142E8C90-9F53-4621-BE56-349C01CEA658@zebra.com>
	<3616FC3F-4033-4234-ABF2-0DD3F7F756DC@zebra.com>
	<4E0DC5A1.8010107@bestpractical.com>
	<10DA20EE-15C8-4B4F-BF99-D68F4B0E08CD@zebra.com>
	<4E0DCD6E.3040602@bestpractical.com>
Message-ID: <4A9B1307-7AAA-4948-9533-BCB35F3A8C8D@zebra.com>

Thanks for the quick reply, but that didn't help, still the same the customers (unprivileged users and creator/requestor of the tickets) can't see their tickets only if they are assigned to it :S


Am 01.07.2011 um 15:36 schrieb Thomas Sibley:

On 07/01/2011 09:33 AM, Fabian Unfried wrote:
Is there anything wrong with this setup, any idea why my customers /
unprivileged users can't see their own tickets as long as the tickets
aren't assigned to them? They can't even access the tickets when they
aren't assigned to/owner of them, rt won't let them because of missing
rights.

You only gave ShowTicket to Owners (globally).  If you want Requestors
to be able to see their tickets, you need to grant them ShowTicket too.

Thomas

--------
2011 Training: http://bestpractical.com/services/training.html



--
Fabian Unfried
Senior Software Engineer
Zebra Enterprise Solutions

Rossfelder Str. 65/5, 74564 Crailsheim, Germany
T+49 7951 96360 F+49 7951 963611
funfried at zebra.com<mailto:funfried at zebra.com>
www.zebra.com/zes<http://www.zebra.com/zes>
WhereNet * proveo * Multispectral Solutions

Managing Directors Zebra Enterprise Solutions GmbH:
Phil Gerskovich, Gilles Pelzer, Michael Smiley
Registered Office: Ulm, HRB 721672
VAT Number: DE225496806


________________________________
- CONFIDENTIAL-

This email and any files transmitted with it are confidential, and may also be legally privileged. If you are not the intended recipient, you may not review, use, copy, or distribute this message. If you receive this email in error, please notify the sender immediately by reply email and then delete this email.
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From trs at bestpractical.com  Fri Jul  1 10:11:20 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 01 Jul 2011 10:11:20 -0400
Subject: [rt-users] Show tickets depending on creator and not owner
In-Reply-To: <4A9B1307-7AAA-4948-9533-BCB35F3A8C8D@zebra.com>
References: <142E8C90-9F53-4621-BE56-349C01CEA658@zebra.com>	<3616FC3F-4033-4234-ABF2-0DD3F7F756DC@zebra.com>	<4E0DC5A1.8010107@bestpractical.com>	<10DA20EE-15C8-4B4F-BF99-D68F4B0E08CD@zebra.com>	<4E0DCD6E.3040602@bestpractical.com>
	<4A9B1307-7AAA-4948-9533-BCB35F3A8C8D@zebra.com>
Message-ID: <4E0DD588.50008@bestpractical.com>

On 07/01/2011 09:57 AM, Fabian Unfried wrote:
> Thanks for the quick reply, but that didn't help, still the same the
> customers (unprivileged users and creator/requestor of the tickets)
> can't see their tickets only if they are assigned to it :S

This is entirely a rights configuration issue.  If what I suggested
didn't help, then you have another nonsensical rights problem.

Thomas


From hangeles at barenecessities.com  Fri Jul  1 10:05:29 2011
From: hangeles at barenecessities.com (Henry Angeles)
Date: Fri, 1 Jul 2011 10:05:29 -0400
Subject: [rt-users] RT 4.0.0 - ie hangs but firefox works well
In-Reply-To: <4E0DCCC8.6000204@bestpractical.com>
References: <637FBD94C830BA4BB18492453B2BC1450E39BFD8@entexchange1.entdomain.barenecessities.local>
	<4E0DCCC8.6000204@bestpractical.com>
Message-ID: <637FBD94C830BA4BB18492453B2BC1450E39C015@entexchange1.entdomain.barenecessities.local>

I had the issue on both IE8 and IE9, windows seven x64. 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Friday, July 01, 2011 9:34 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT 4.0.0 - ie hangs but firefox works well

On 07/01/2011 09:10 AM, Henry Angeles wrote:
> Users are experiencing random hangs when using IE. Firefox and chrome 
> seem to work well. I can?t narrow down what causes the hangs, but on 
> my own computer I had to reset IE to its default condition. That?s not 
> an option for most of our users. Has anyone else experienced this, and 
> more importantly is there a better solution?

Please tell us the IE version.  Can you provide any enlightenment on how we might reproduce this?

Thomas

--------
2011 Training: http://bestpractical.com/services/training.html

From trs at bestpractical.com  Fri Jul  1 10:15:13 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 01 Jul 2011 10:15:13 -0400
Subject: [rt-users] RT 4.0.0 - ie hangs but firefox works well
In-Reply-To: <637FBD94C830BA4BB18492453B2BC1450E39C015@entexchange1.entdomain.barenecessities.local>
References: <637FBD94C830BA4BB18492453B2BC1450E39BFD8@entexchange1.entdomain.barenecessities.local>	<4E0DCCC8.6000204@bestpractical.com>
	<637FBD94C830BA4BB18492453B2BC1450E39C015@entexchange1.entdomain.barenecessities.local>
Message-ID: <4E0DD671.4000107@bestpractical.com>

On 07/01/2011 10:05 AM, Henry Angeles wrote:
> I had the issue on both IE8 and IE9, windows seven x64. 

And my second question?  We need something to go on here to have any
idea of what might be the problem.

Thomas


From funfried at zebra.com  Fri Jul  1 10:29:35 2011
From: funfried at zebra.com (Fabian Unfried)
Date: Fri, 1 Jul 2011 16:29:35 +0200
Subject: [rt-users] Show tickets depending on creator and not owner
In-Reply-To: <4E0DD588.50008@bestpractical.com>
References: <142E8C90-9F53-4621-BE56-349C01CEA658@zebra.com>
	<3616FC3F-4033-4234-ABF2-0DD3F7F756DC@zebra.com>
	<4E0DC5A1.8010107@bestpractical.com>
	<10DA20EE-15C8-4B4F-BF99-D68F4B0E08CD@zebra.com>
	<4E0DCD6E.3040602@bestpractical.com>
	<4A9B1307-7AAA-4948-9533-BCB35F3A8C8D@zebra.com>
	<4E0DD588.50008@bestpractical.com>
Message-ID: <024C6599-AEEC-4548-B226-D0E419652590@zebra.com>

Hmm, ok, any idea where the problem could be, or which right(s) my problem could cause, or at least where I could get more information about that or anything else?

I've tried a lot, but nothing did solve my problem, I even gave all general rights to all requestors I've found (queues, global, ...) and still I can't see my created tickets logged in as an unprivileged user, except the tickets are assigned to that user :S


Am 01.07.2011 um 16:11 schrieb Thomas Sibley:

On 07/01/2011 09:57 AM, Fabian Unfried wrote:
Thanks for the quick reply, but that didn't help, still the same the
customers (unprivileged users and creator/requestor of the tickets)
can't see their tickets only if they are assigned to it :S

This is entirely a rights configuration issue.  If what I suggested
didn't help, then you have another nonsensical rights problem.

Thomas

--------
2011 Training: http://bestpractical.com/services/training.html



--
Fabian Unfried
Senior Software Engineer
Zebra Enterprise Solutions

Rossfelder Str. 65/5, 74564 Crailsheim, Germany
T+49 7951 96360 F+49 7951 963611
funfried at zebra.com<mailto:funfried at zebra.com>
www.zebra.com/zes<http://www.zebra.com/zes>
WhereNet * proveo * Multispectral Solutions

Managing Directors Zebra Enterprise Solutions GmbH:
Phil Gerskovich, Gilles Pelzer, Michael Smiley
Registered Office: Ulm, HRB 721672
VAT Number: DE225496806


________________________________
- CONFIDENTIAL-

This email and any files transmitted with it are confidential, and may also be legally privileged. If you are not the intended recipient, you may not review, use, copy, or distribute this message. If you receive this email in error, please notify the sender immediately by reply email and then delete this email.
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From plummer at geneseo.edu  Fri Jul  1 10:45:32 2011
From: plummer at geneseo.edu (Shawn M Plummer)
Date: Fri, 1 Jul 2011 10:45:32 -0400
Subject: [rt-users] RT4 User.pm Overlay broken?
Message-ID: <4BA12AD9-727F-40E3-974B-F3781077435D@geneseo.edu>

I have been trying to customize RT4 to match our old rt3 instance, one of the items I need to modify is the sub _OverlayAccessible in lib/RT/User.pm

I have tried making a $rthome/local/lib/RT/User_Overlay.pm $rthome/local/lib/RT/User_Local.pm $rthome/lib/RT/User_Overlay.pm and $rthome/lib/RT/User_Local.pm file and none of them have changed which fields are visible to non admin users. (I just want to make WorkPhone and Address1 visible) If I modify $rthome/lib/RT/User.pm directly the fields do show up as visible but that is not how http://requesttracker.wikia.com/wiki/CustomizingWithOverlays leads me to believe it should be done and its messy on upgrades. The local overlay method works in our rt38 production instance just fine.

Anyone have any luck using overlays? Did I miss something about RT4?

The contents of the file are as follows:
------------
use strict;
no warnings qw(redefine);
### Redefine sub _Overlay Accessible to allow all users access to appropriate fields so About this user can display users phone and address.

sub _OverlayAccessible {
    {

        Name                    => { public => 1,  admin => 1 },
          Password              => { read   => 0 },
          EmailAddress          => { public => 1 },
          Organization          => { public => 1,  admin => 1 },
          Address1              => { public => 1 },
          WorkPhone             => { public => 1 },
          RealName              => { public => 1 },
          NickName              => { public => 1,  admin => 1 },
          Lang                  => { public => 1 },
          EmailEncoding         => { public => 1 },
          WebEncoding           => { public => 1 },
          ExternalContactInfoId => { public => 1,  admin => 1 },
          ContactInfoSystem     => { public => 1,  admin => 1 },
          ExternalAuthId        => { public => 1,  admin => 1 },
          AuthSystem            => { public => 1,  admin => 1 },
          Gecos                 => { public => 1,  admin => 1 },
          PGPKey                => { public => 1,  admin => 1 },

    }
}

1;
----------

~~~~~~~~~~~~~
Shawn Plummer
Systems Manager
CIT SUNY Geneseo
"The mind can make substance, and people planets of its own with beings brighter than have been, and give a breath to forms which can outlive all flesh." -Lord Byron



From falcone at bestpractical.com  Fri Jul  1 10:56:16 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 1 Jul 2011 10:56:16 -0400
Subject: [rt-users] Show tickets depending on creator and not owner
In-Reply-To: <9D9E7786-1D93-485D-8DB1-142AF0D7C601@zebra.com>
References: <A20D4B90-BD71-4351-BA8B-E59168A5AEA2@zebra.com>
	<892593C9CA8E25458C440A63DDC6774D1E553C1D@DG-HEXMBX02.daisy.group>
	<9D9E7786-1D93-485D-8DB1-142AF0D7C601@zebra.com>
Message-ID: <20110701145616.GL876@jibsheet.com>

On Fri, Jul 01, 2011 at 02:41:22PM +0200, Fabian Unfried wrote:
>    Hmm, ok that's strange, if I'm logging in as an unprivileged user, I can't see the tickets I
>    created with that user, only if I log in as an admin and assign it the that user. That's why
>    I'm asking my questions here :s
>    Is there anything I could have changed in the configuration, or do I have to set any special
>    rights to the requestors or unprivileged users that they can see their created tickets and not
>    only when they are assigned to them?
> 
>      Hope that helps,

Make sure Requestors have ShowTicket, and make sure your Unprivileged
user is a requestor.

Don't make the unprivileged user the owner

-kevin
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From falcone at bestpractical.com  Fri Jul  1 11:00:19 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 1 Jul 2011 11:00:19 -0400
Subject: [rt-users] RT4 User.pm Overlay broken?
In-Reply-To: <4BA12AD9-727F-40E3-974B-F3781077435D@geneseo.edu>
References: <4BA12AD9-727F-40E3-974B-F3781077435D@geneseo.edu>
Message-ID: <20110701150019.GM876@jibsheet.com>

On Fri, Jul 01, 2011 at 10:45:32AM -0400, Shawn M Plummer wrote:
> I have been trying to customize RT4 to match our old rt3 instance, one of the items I need to modify is the sub _OverlayAccessible in lib/RT/User.pm
> 
> I have tried making a $rthome/local/lib/RT/User_Overlay.pm $rthome/local/lib/RT/User_Local.pm $rthome/lib/RT/User_Overlay.pm and $rthome/lib/RT/User_Local.pm file and none of them have changed which fields are visible to non admin users. (I just want to make WorkPhone and Address1 visible) If I modify $rthome/lib/RT/User.pm directly the fields do show up as visible but that is not how http://requesttracker.wikia.com/wiki/CustomizingWithOverlays leads me to believe it should be done and its messy on upgrades. The local overlay method works in our rt38 production instance just fine.
> 
> Anyone have any luck using overlays? Did I miss something about RT4?
> 
> The contents of the file are as follows:

Add a package RT::User; line 

-kevin

> use strict;
> no warnings qw(redefine);
> ### Redefine sub _Overlay Accessible to allow all users access to appropriate fields so About this user can display users phone and address.
> 
> sub _OverlayAccessible {
>     {
> 
>         Name                    => { public => 1,  admin => 1 },
>           Password              => { read   => 0 },
>           EmailAddress          => { public => 1 },
>           Organization          => { public => 1,  admin => 1 },
>           Address1              => { public => 1 },
>           WorkPhone             => { public => 1 },
>           RealName              => { public => 1 },
>           NickName              => { public => 1,  admin => 1 },
>           Lang                  => { public => 1 },
>           EmailEncoding         => { public => 1 },
>           WebEncoding           => { public => 1 },
>           ExternalContactInfoId => { public => 1,  admin => 1 },
>           ContactInfoSystem     => { public => 1,  admin => 1 },
>           ExternalAuthId        => { public => 1,  admin => 1 },
>           AuthSystem            => { public => 1,  admin => 1 },
>           Gecos                 => { public => 1,  admin => 1 },
>           PGPKey                => { public => 1,  admin => 1 },
> 
>     }
> }
> 
> 1;
> ----------
> 
> ~~~~~~~~~~~~~
> Shawn Plummer
> Systems Manager
> CIT SUNY Geneseo
> "The mind can make substance, and people planets of its own with beings brighter than have been, and give a breath to forms which can outlive all flesh." -Lord Byron
> 
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html
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From falcone at bestpractical.com  Fri Jul  1 11:06:42 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 1 Jul 2011 11:06:42 -0400
Subject: [rt-users] CustomField - "Mandatory" not working
In-Reply-To: <CABqKps8AhqMtVQg_kWzfoFJ-bhX92JQALLb+zuXFO_h6hN+iFA@mail.gmail.com>
References: <CABqKps8AhqMtVQg_kWzfoFJ-bhX92JQALLb+zuXFO_h6hN+iFA@mail.gmail.com>
Message-ID: <20110701150642.GN876@jibsheet.com>

On Thu, Jun 30, 2011 at 01:41:46PM -0700, Kenneth Crocker wrote:
>    I just ran across an odd occurence in a ticket. I have a Queue that uses several Custom
>    Fields, only 1 of which is set to "Mandatory" for validation. Whil ein the ticket, I made
>    changes to various ticket fields (none of them Cf's) and I got the expected error when I tried
>    to save the ticket. When I modified one of the CF's and NOT the Mandatory one, the ticket was
>    saved AND when I resolved it, it DID resolve.
> 
>    Has anyone else had this problem or am I alone on this and need to look at some other cause?

Kenn

You've neglected to tell us how you created the ticket, whether the
ticket had a CF value set when you edited it, and why resolving a
ticket would block on a mandatory CF.  You must have written a scrip
to do that.  RT Custom Fields are only mandatory during create and
because they don't allow you to unset them during editing.

-kevin
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From todd at chaka.net  Fri Jul  1 11:09:40 2011
From: todd at chaka.net (Todd Chapman)
Date: Fri, 1 Jul 2011 11:09:40 -0400
Subject: [rt-users] Rich text/HTML RTFM articles?
Message-ID: <BANLkTikkK=xKrefat5VXodNVSKWfhNWcpA@mail.gmail.com>

Has anyone implemented rich text/HTML articles for RTFM? If so can you
share your changes?

Is anything like this planned for RT, or does it already exist and I'm
not aware?

Thanks!

-Todd


From falcone at bestpractical.com  Fri Jul  1 11:09:56 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 1 Jul 2011 11:09:56 -0400
Subject: [rt-users] configure scrip message in error_log
In-Reply-To: <2F57CB1D-BD3B-4FDD-838C-503558C566C7@apple.com>
References: <2F57CB1D-BD3B-4FDD-838C-503558C566C7@apple.com>
Message-ID: <20110701150956.GO876@jibsheet.com>

On Thu, Jun 30, 2011 at 02:16:35PM -0700, Brian Dugay wrote:
> Hi,
> 
> I have inherited 2 instances of RT (v3.8.4) running on Mac OS X
> 10.5.8. One instance is logging scrip messages to the apache2
> error_log. E.g. when an comment or correspondence action occurs, it is
> possible to see the scrip messages in one apache2 error_log but not
> the other. The RT_SiteConfig.pm's are configured the same with regard
> to logging.

If you show the last line of the log messages, it'll contain something
like (/opt/rt3/lib/RT/Action/SendEmail.pm:660) which tells you where
the output is coming from.  The line in the .pm file will tell you
what log level it is logging at

-kevin

> 
> Set($LogToSyslog, 'warning'); 
> Set($LogToScreen, 'info');
> #--------------------------------------------------------#
> Set($LogToFile, undef);
> Set($LogDir, '/var/log');
> Set($LogToFileNamed, 'rt.log'); #log to rt.log
> #--------------------------------------------------------#
> Set($LogStackTrace, '');   
> Set(@LogToSyslogConf, ()); 
> 
> The httpd.conf files are also configured similarly:
> 
> ErrorLog "logs/error_log"
> LogLevel info
> 
> 
> Can anybody steer me in the right direction?
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From funfried at zebra.com  Fri Jul  1 11:21:24 2011
From: funfried at zebra.com (Fabian Unfried)
Date: Fri, 1 Jul 2011 17:21:24 +0200
Subject: [rt-users] Show tickets depending on creator and not owner
In-Reply-To: <20110701145616.GL876@jibsheet.com>
References: <A20D4B90-BD71-4351-BA8B-E59168A5AEA2@zebra.com>
	<892593C9CA8E25458C440A63DDC6774D1E553C1D@DG-HEXMBX02.daisy.group>
	<9D9E7786-1D93-485D-8DB1-142AF0D7C601@zebra.com>
	<20110701145616.GL876@jibsheet.com>
Message-ID: <236E41D0-356F-4A2A-84C2-6BF74D5BDF6C@zebra.com>

Ok, now I'm confused, I thought every user that haven't set the privileged flag is automatically an unprivileged user and a requestor is someone who creates a ticket and the owner is the user the ticket is assigned to, or isn't this correct?

If it is like I described it, I'm fine with my setup.

I've created a ticket with an unprivileged user called "someone" after that, I was able to see the overview of the ticket, but it doesn't appear in the overview of the opened tickets and if I tried to directly go to that ticket with its ticket id, a "no permission" message appears in rt besides I give globally unprivileged users ShowTicket, but then they can see also tickets from other unprivileged user which I do not want (but they still wont be shown in the open ticket overview).


Am 01.07.2011 um 16:56 schrieb Kevin Falcone:

On Fri, Jul 01, 2011 at 02:41:22PM +0200, Fabian Unfried wrote:
  Hmm, ok that's strange, if I'm logging in as an unprivileged user, I can't see the tickets I
  created with that user, only if I log in as an admin and assign it the that user. That's why
  I'm asking my questions here :s
  Is there anything I could have changed in the configuration, or do I have to set any special
  rights to the requestors or unprivileged users that they can see their created tickets and not
  only when they are assigned to them?

    Hope that helps,

Make sure Requestors have ShowTicket, and make sure your Unprivileged
user is a requestor.

Don't make the unprivileged user the owner

-kevin
<ATT00001><ATT00002..txt>


--
Fabian Unfried
Senior Software Engineer
Zebra Enterprise Solutions

Rossfelder Str. 65/5, 74564 Crailsheim, Germany
T+49 7951 96360 F+49 7951 963611
funfried at zebra.com<mailto:funfried at zebra.com>
www.zebra.com/zes<http://www.zebra.com/zes>
WhereNet * proveo * Multispectral Solutions

Managing Directors Zebra Enterprise Solutions GmbH:
Phil Gerskovich, Gilles Pelzer, Michael Smiley
Registered Office: Ulm, HRB 721672
VAT Number: DE225496806


________________________________
- CONFIDENTIAL-

This email and any files transmitted with it are confidential, and may also be legally privileged. If you are not the intended recipient, you may not review, use, copy, or distribute this message. If you receive this email in error, please notify the sender immediately by reply email and then delete this email.
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From plummer at geneseo.edu  Fri Jul  1 11:24:03 2011
From: plummer at geneseo.edu (Shawn M Plummer)
Date: Fri, 1 Jul 2011 11:24:03 -0400
Subject: [rt-users] RT4 User.pm Overlay broken?
In-Reply-To: <20110701150019.GM876@jibsheet.com>
References: <4BA12AD9-727F-40E3-974B-F3781077435D@geneseo.edu>
	<20110701150019.GM876@jibsheet.com>
Message-ID: <936E3186-69B9-4989-B430-BB3D5B84FAAB@geneseo.edu>

Thanks for the help!

For those that find this later for RT4 you apparently need a $rthome/local/lib/RT/User_Local.pm file with this contents to modify what fields non admin users can view.

use strict;
no warnings qw(redefine);
package RT::User;
# Redefine sub _Overlay Accessible to allow all users access to appropriate fields so About this user can display users phone and address.

sub _OverlayAccessible {
    {

        Name                    => { public => 1,  admin => 1 },
          Password              => { read   => 0 },
          EmailAddress          => { public => 1 },
          Organization          => { public => 1,  admin => 1 },
          Address1              => { public => 1,  admin => 1 },
          WorkPhone             => { public => 1,  admin => 1 },
          RealName              => { public => 1 },
          NickName              => { public => 1,  admin => 1 },
          Lang                  => { public => 1 },
          EmailEncoding         => { public => 1 },
          WebEncoding           => { public => 1 },
          ExternalContactInfoId => { public => 1,  admin => 1 },
          ContactInfoSystem     => { public => 1,  admin => 1 },
          ExternalAuthId        => { public => 1,  admin => 1 },
          AuthSystem            => { public => 1,  admin => 1 },
          Gecos                 => { public => 1,  admin => 1 },
          PGPKey                => { public => 1,  admin => 1 },

    }
}

1;

On Jul 1, 2011, at 11:00 AM, Kevin Falcone wrote:

> Add a package RT::User; line 
> 
> -kevin


~~~~~~~~~~~~~
Shawn Plummer
Systems Manager
CIT SUNY Geneseo
"The mind can make substance, and people planets of its own with beings brighter than have been, and give a breath to forms which can outlive all flesh." -Lord Byron



From falcone at bestpractical.com  Fri Jul  1 11:49:29 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 1 Jul 2011 11:49:29 -0400
Subject: [rt-users] RT4 User.pm Overlay broken?
In-Reply-To: <936E3186-69B9-4989-B430-BB3D5B84FAAB@geneseo.edu>
References: <4BA12AD9-727F-40E3-974B-F3781077435D@geneseo.edu>
	<20110701150019.GM876@jibsheet.com>
	<936E3186-69B9-4989-B430-BB3D5B84FAAB@geneseo.edu>
Message-ID: <20110701154929.GP876@jibsheet.com>

On Fri, Jul 01, 2011 at 11:24:03AM -0400, Shawn M Plummer wrote:
> Thanks for the help!
> For those that find this later for RT4 you apparently need a $rthome/local/lib/RT/User_Local.pm file with this contents to modify what fields non admin users can view.

great - I believe the wiki has also been updated

-kevin

> use strict;
> no warnings qw(redefine);
> package RT::User;
> # Redefine sub _Overlay Accessible to allow all users access to appropriate fields so About this user can display users phone and address.
> 
> sub _OverlayAccessible {
>     {
> 
>         Name                    => { public => 1,  admin => 1 },
>           Password              => { read   => 0 },
>           EmailAddress          => { public => 1 },
>           Organization          => { public => 1,  admin => 1 },
>           Address1              => { public => 1,  admin => 1 },
>           WorkPhone             => { public => 1,  admin => 1 },
>           RealName              => { public => 1 },
>           NickName              => { public => 1,  admin => 1 },
>           Lang                  => { public => 1 },
>           EmailEncoding         => { public => 1 },
>           WebEncoding           => { public => 1 },
>           ExternalContactInfoId => { public => 1,  admin => 1 },
>           ContactInfoSystem     => { public => 1,  admin => 1 },
>           ExternalAuthId        => { public => 1,  admin => 1 },
>           AuthSystem            => { public => 1,  admin => 1 },
>           Gecos                 => { public => 1,  admin => 1 },
>           PGPKey                => { public => 1,  admin => 1 },
> 
>     }
> }
> 
> 1;
> 
> On Jul 1, 2011, at 11:00 AM, Kevin Falcone wrote:
> 
> > Add a package RT::User; line 
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From John.Alberts at exlibrisgroup.com  Fri Jul  1 11:52:38 2011
From: John.Alberts at exlibrisgroup.com (John Alberts)
Date: Fri, 1 Jul 2011 15:52:38 +0000
Subject: [rt-users] rt4, centos, and fastcgi
Message-ID: <CA335774.1B200%john.alberts@exlibrisgroup.com>

Hi.  I just tried to upgrade to rt4 and I'm having the hardest time getting the web server to work.  For rt3, I was using webmux.pl in my apache configuration.

I'm on CentOS 5.5 and using Apache 2.2.3.  I installed mod_fastcgi 2.4.6 from source.  I've followed the example configurations in docs/web_deployment.pod for mod_fastcgi and mod_fcgid and both give me errors.  I've heard good things about mod_fastcgi, so I would prefer to get that going.

Here is my mod_fastcgi apache config
LoadModule fastcgi_module modules/mod_fastcgi.so

#FastCgiIpcDir /tmp
FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300

<VirtualHost mysite.com>
  ### Optional apache logs for RT
  # Ensure that your log rotation scripts know about these files
  # ErrorLog /opt/rt4/var/log/apache2.error
  # TransferLog /opt/rt4/var/log/apache2.access
  # LogLevel debug

  AddDefaultCharset UTF-8

  Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
  ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/

  DocumentRoot "/opt/rt4/share/html"
  <Location />
     Order allow,deny
     Allow from all

     Options +ExecCGI
     AddHandler fastcgi-script fcgi
  </Location>
</VirtualHost>


When I start apache, I get the following errors in /var/log/https/error_log
[Fri Jul 01 10:30:32 2011] [error] [client x.x.x.x] (13)Permission denied: FastCGI: failed to connect to server "/opt/rt4/sbin/rt-server.fcgi": connect() failed
[Fri Jul 01 10:30:32 2011] [error] [client x.x.x.x] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt4/sbin/rt-server.fcgi"
[Fri Jul 01 10:30:33 2011] [crit] (13)Permission denied: FastCGI: can't create server "/opt/rt4/sbin/rt-server.fcgi": bind() failed [/etc/httpd/logs/fastcgi/f758b05f8779532382e3166ad1890013]


Here's permissions for all files in that directory.  I've temporarily changed permissions from 750 to 755, just to see if I could get it working, but that didn?t help.
-=>>ls -lah /opt/rt4/sbin/
total 216K
drwxr-xr-x 2 root root 4.0K Jul  1 08:55 .
drwxr-xr-x 9 root rt   4.0K Jul  1 08:55 ..
-rwxr-xr-x 1 root rt   3.6K Jul  1 08:55 rt-attributes-viewer
-rwxr-xr-x 1 root rt   5.4K Jul  1 08:55 rt-clean-sessions
-rwxr-xr-x 1 root rt   7.7K Jul  1 08:55 rt-dump-metadata
-rwxr-xr-x 1 root rt   4.9K Jul  1 08:55 rt-email-dashboards
-rwxr-xr-x 1 root rt    12K Jul  1 08:55 rt-email-digest
-rwxr-xr-x 1 root rt    13K Jul  1 08:55 rt-email-group-admin
-rwxr-xr-x 1 root rt    12K Jul  1 08:55 rt-fulltext-indexer
-rwxr-xr-x 1 root rt   7.9K Jul  1 08:55 rt-server
-rwxr-xr-x 1 root rt   7.9K Jul  1 08:55 rt-server.fcgi
-rwxr-xr-x 1 root rt   3.6K Jul  1 08:55 rt-session-viewer
-rwxr-xr-x 1 root rt    18K Jul  1 08:55 rt-setup-database
-rwxr-xr-x 1 root rt    22K Jul  1 08:55 rt-setup-fulltext-index
-rwxr-xr-x 1 root rt   8.3K Jul  1 08:55 rt-shredder
-rwxr-xr-x 1 root rt    16K Jul  1 08:55 rt-test-dependencies
-rwxr-xr-x 1 root rt    38K Jul  1 08:55 rt-validator
-rwxr-xr-x 1 root rt   7.9K Jul  1 08:55 standalone_httpd
--- .:root at aspdev:. (/opt/rt3)
-=>>groups apache
apache : apache git rt gitweb



Any ideas?

Thanks



----------
John Alberts
Cloud Optimization Engineer
Ex Libris (USA) Inc.
1350 E. Touhy Ave.  Suite 200 East
Des Plaines, IL 60018


Follow Ex Libris on Twitter: @exlibrisgroup<http://twitter.com/ExLibrisGroup>
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From falcone at bestpractical.com  Fri Jul  1 12:21:29 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 1 Jul 2011 12:21:29 -0400
Subject: [rt-users] New install of RT4 crashes Internet Explorer 8
In-Reply-To: <BANLkTimr4Ovrbbt34pGfnvNpvCn6SqwyHg@mail.gmail.com>
References: <BANLkTin39QZfckbitgqU5XMowXevbhRA_Q@mail.gmail.com>
	<23037DC22CE8C3428E7636883099F1AA6F9D887F17@JXVXMP01.wwcorp.net>
	<BANLkTinxp9mL0=KFbnTzs21Gtfc8s4=Y3w@mail.gmail.com>
	<BANLkTi=VML38uYuRs=5nY7k_CAYu=Lvb+A@mail.gmail.com>
	<BANLkTin_-=S+hOwBL01iKyKGp05+22gttQ@mail.gmail.com>
	<BANLkTimr4Ovrbbt34pGfnvNpvCn6SqwyHg@mail.gmail.com>
Message-ID: <20110701162129.GQ876@jibsheet.com>

On Fri, Jul 01, 2011 at 11:28:42AM +0100, Sean McDaid wrote:
>    Yeah I can't recreate the issue there, perhaps I haven't created a large enough
>    ticket. More likely though it is my configuration or data migration - I had to upgrade
>    from 3.6 - 4.0 in one go.

>    Is there some way to migrate a 3.6 database directly to 4.0 and then simply hook
>    this into a RT 4.0 install? This was done manually which I'm skeptical about.

Just read all the instructions in README and docs/UPGRADING-(3.6|3.8|4.0)
and make sure you follow all them, there are mysql specific upgrades
AND schema and content changes, all of which must be done.

issues.bestpractical.com has been upgraded for many many years

-kevin


>    >On Wed, Jun 29, 2011 at 10:23:06PM +0100, Sean McDaid wrote:
>    >> The ticket I am using as test case is a new ticket in the RT 4.0.1
>    >> installation. Make say 15 comments with 20 lines of text, within some
>    >> of these comments keep the quoted text. Also to the comments add some
>    >> attachments of different formats. Also add some transactions changing
>    >> status/owner/impact/category etc.
>    >>
>    >> This should create a relatively large ticket - load this up with IE8
>    >> with scripting enabled. This takes a very long time, and window
>    >> resizing also affects it.
>    >
>    > Would you find a ticket on [1]issues.bestpractical.com (login using
>    > guest/guest) which shows the problem you're seeing? That will allow
>    > us to compare apples to apples.
>    >
>    > Thanks
>    >
>    > -kevin
>    >
>    >> Sean
>    >>
>    >> >> OK so I've upgraded to 4.0.1 and the issue persists. Again when I turn off the scripts
>    the problem is solved.
>    >> >Can you provide a simple test case that we can use to reproduce the problem?
>    >> >Thomas
>    >
>    >>
>    >> --------
>    >> 2011 Training: [2]http://bestpractical.com/services/training.html
> 
> References
> 
>    Visible links
>    1. http://issues.bestpractical.com/
>    2. http://bestpractical.com/services/training.html
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From ryanfrantz at informed-llc.com  Fri Jul  1 12:28:56 2011
From: ryanfrantz at informed-llc.com (Ryan Frantz)
Date: Fri, 1 Jul 2011 12:28:56 -0400 (EDT)
Subject: [rt-users] Ticket Lifetime Report
In-Reply-To: <17315428.59284.1309537658350.JavaMail.root@zimbra.informed-llc.com>
Message-ID: <620540559.59315.1309537736395.JavaMail.root@zimbra.informed-llc.com>

Fellow Users, 


I've written a short script that will generate a simple report illustrating the lifetime of resolved tickets. It's useful for determining if your support desk is meeting service levels (i.e. tickets resolved in <= 7 days). I plan on taking it further in the near future including adding email support and integrating it into the web interface. For now, you can see/get the code at http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report . 


Ryan Frantz Technical Services Director 
InforMed, LLC 
410-972-2025 x2131 
ryanfrantz at informed-llc.com 
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From kfcrocker at lbl.gov  Fri Jul  1 12:35:45 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 1 Jul 2011 09:35:45 -0700
Subject: [rt-users] CustomField - "Mandatory" not working
In-Reply-To: <20110701150642.GN876@jibsheet.com>
References: <CABqKps8AhqMtVQg_kWzfoFJ-bhX92JQALLb+zuXFO_h6hN+iFA@mail.gmail.com>
	<20110701150642.GN876@jibsheet.com>
Message-ID: <CABqKps_V6wq_75TQ4FuSzpdSM61QpDGum1KcEB4D9nR-qPjbEw@mail.gmail.com>

Kevin,

Sorry. I created tickets via email. If I create the ticket via WebUI, then
the Mandatory edit seems to kick in as it should. Your comment on what RT
does during edit & resolve pretty much answers my question. I'll write a
scrip to reset the ticket status and send a notification when this happens.

Thanks.

OH. Quick question. In 4.01 does RT allow for user-defined error messages?
In past versions it has been mentioned that we aren't able to get RT to
display an error message of our own. Just curious.

Kenn
LBNL

On Fri, Jul 1, 2011 at 8:06 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Thu, Jun 30, 2011 at 01:41:46PM -0700, Kenneth Crocker wrote:
> >    I just ran across an odd occurence in a ticket. I have a Queue that
> uses several Custom
> >    Fields, only 1 of which is set to "Mandatory" for validation. Whil ein
> the ticket, I made
> >    changes to various ticket fields (none of them Cf's) and I got the
> expected error when I tried
> >    to save the ticket. When I modified one of the CF's and NOT the
> Mandatory one, the ticket was
> >    saved AND when I resolved it, it DID resolve.
> >
> >    Has anyone else had this problem or am I alone on this and need to
> look at some other cause?
>
> Kenn
>
> You've neglected to tell us how you created the ticket, whether the
> ticket had a CF value set when you edited it, and why resolving a
> ticket would block on a mandatory CF.  You must have written a scrip
> to do that.  RT Custom Fields are only mandatory during create and
> because they don't allow you to unset them during editing.
>
> -kevin
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
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From falcone at bestpractical.com  Fri Jul  1 12:39:12 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 1 Jul 2011 12:39:12 -0400
Subject: [rt-users] CustomField - "Mandatory" not working
In-Reply-To: <CABqKps_V6wq_75TQ4FuSzpdSM61QpDGum1KcEB4D9nR-qPjbEw@mail.gmail.com>
References: <CABqKps8AhqMtVQg_kWzfoFJ-bhX92JQALLb+zuXFO_h6hN+iFA@mail.gmail.com>
	<20110701150642.GN876@jibsheet.com>
	<CABqKps_V6wq_75TQ4FuSzpdSM61QpDGum1KcEB4D9nR-qPjbEw@mail.gmail.com>
Message-ID: <20110701163912.GR876@jibsheet.com>

On Fri, Jul 01, 2011 at 09:35:45AM -0700, Kenneth Crocker wrote:
>    OH. Quick question. In 4.01 does RT allow for user-defined error messages? In past versions it
>    has been mentioned that we aren't able to get RT to display an error message of our own. Just
>    curious.

No, you cannot pass warnings from Scrips into the web UI in 4.0.1

-kevin
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From kfcrocker at lbl.gov  Fri Jul  1 12:41:41 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 1 Jul 2011 09:41:41 -0700
Subject: [rt-users] Show tickets depending on creator and not owner
In-Reply-To: <142E8C90-9F53-4621-BE56-349C01CEA658@zebra.com>
References: <A20D4B90-BD71-4351-BA8B-E59168A5AEA2@zebra.com>
	<CABqKps_J8EbjikGM2DAq0H6GZWkErzgQK0Q+gw8a=LB-vimN7Q@mail.gmail.com>
	<142E8C90-9F53-4621-BE56-349C01CEA658@zebra.com>
Message-ID: <CABqKps_LTXEoyVXY+k+xh9Hg2G39r2GsztcpFENcTALjQQcL=A@mail.gmail.com>

Fabian,

First of all, the "Creator" does NOT have to be the Requestor. When creating
a new ticket via WebUI, just override the UserID/Email Address to represent
the person who wants the work to be done. RT will STILL maintain the
creators UserID.

Second, all you have to do is grant "SeeQueue" and "ShowTicket" to the
"Requestor" role at whatever level you need this (Queue or Global). You
might want to add "ReplyToTicket" as well if you want them to be able to add
continuing thoughts (by sending an email to the same Queue address with the
ticket number referenced in the subject line) at any time while the ticket
is open.

I just gave some basic concepts about rights in this list just awhile ago.

Hope this helps.

Kenn
LBNL

On Fri, Jul 1, 2011 at 1:49 AM, Fabian Unfried <funfried at zebra.com> wrote:

> Hi Kenn,
>
> Fabian,
>
> What is the relationship of your "creator" and the ticket Owner and the
> ticket Requestor?
>
>
> Creator => Requestor (sorry, I guess that made my question a bit confusing)
> As far as I understood rt the owner is the user which the ticket is
> assigned to, or did I misunderstood something there?
>
> Are they usually the same?
>
>
> I think it's some kind of the standard approach, so the requestor stays
> always the same, but the owner is changing while the ticket will be solved.
> But my problem is as long as the requestor isn't the owner, the requestors
> can't see their tickets in their WebUI under open tickets, but I would like
> that they can see their tickets also when some of the admins or staff
> (privileged user) is assigned to their tickets. Is this possible?
>
> Do the tickets get created via email or WebUI?
>
>
> WebUI
>
>
> Regards
> Fabian
>
>
>
> Kenn
> LBNL
>
> On Thu, Jun 30, 2011 at 8:34 AM, Fabian Unfried <funfried at zebra.com>wrote:
>
>> Hi guys,
>>
>> just started with rt 4.0.1 and it is really great, but one question:
>>
>> Is there a way to show the tickets for the customers (unprivileged users)
>> not only when they are assigned to it but also because they are the creator
>> of a ticket? So to say I would like that a creator of a ticket can always
>> see his/her ticket not only when he/she is assigned to his/her ticket.
>>
>> Thanks in advance.
>>
>> Regards,
>> Fabian
>>
>>
>> - CONFIDENTIAL-
>>
>> This email and any files transmitted with it are confidential, and may
>> also be legally privileged.  If you are not the intended recipient, you may
>> not review, use, copy, or distribute this message. If you receive this email
>> in error, please notify the sender immediately by reply email and then
>> delete this email.
>>
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
>>
>
> <ATT00001..txt>
>
>
>
> --
> Fabian Unfried
> Senior Software Engineer
> Zebra Enterprise Solutions
>
> Rossfelder Str. 65/5, 74564 Crailsheim, Germany
> T+49 7951 96360 F+49 7951 963611
> funfried at zebra.com
> www.zebra.com/zes
> WhereNet * proveo * Multispectral Solutions
>
> Managing Directors Zebra Enterprise Solutions GmbH:
> Phil Gerskovich, Gilles Pelzer, Michael Smiley
> Registered Office: Ulm, HRB 721672
> VAT Number: DE225496806
>
>
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From jmoseley at corp.xanadoo.com  Fri Jul  1 12:50:39 2011
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Fri, 1 Jul 2011 11:50:39 -0500
Subject: [rt-users] rt4, centos, and fastcgi
In-Reply-To: <CA335774.1B200%john.alberts@exlibrisgroup.com>
References: <CA335774.1B200%john.alberts@exlibrisgroup.com>
Message-ID: <BANLkTinCYnyM4Pz+AGjg=2-iZ5YEiL-Xjw@mail.gmail.com>

mod_fastcgi and mod_fcgid require different configurations.  We haven't used
mod_fastcgi in quite some time, but here is our config for mod_fcgid:

LoadModule fcgid_module modules/mod_fcgid.so

# Use FastCGI to process .fcg .fcgi & .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the same
thing
<IfModule !mod_fastcgi.c>
  AddHandler fcgid-script fcg fcgi fpl
</IfModule>

# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm

# Main instance
Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/

****

Since you have your RT instance inside a virtual host entry, your FastCgiServer
directive should also be inside that virtual host entry.

On Fri, Jul 1, 2011 at 10:52 AM, John Alberts <
John.Alberts at exlibrisgroup.com> wrote:

>   Hi.  I just tried to upgrade to rt4 and I'm having the hardest time
> getting the web server to work.  For rt3, I was using webmux.pl in my
> apache configuration.
>
>  I'm on CentOS 5.5 and using Apache 2.2.3.  I installed mod_fastcgi 2.4.6
> from source.  I've followed the example configurations in
> docs/web_deployment.pod for mod_fastcgi and mod_fcgid and both give me
> errors.  I've heard good things about mod_fastcgi, so I would prefer to get
> that going.
>
>  Here is my mod_fastcgi apache config
>  LoadModule fastcgi_module modules/mod_fastcgi.so
>
>  #FastCgiIpcDir /tmp
> FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300
>
>  <VirtualHost mysite.com>
>   ### Optional apache logs for RT
>   # Ensure that your log rotation scripts know about these files
>   # ErrorLog /opt/rt4/var/log/apache2.error
>   # TransferLog /opt/rt4/var/log/apache2.access
>   # LogLevel debug
>
>    AddDefaultCharset UTF-8
>
>    Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
>   ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/
>
>    DocumentRoot "/opt/rt4/share/html"
>   <Location />
>      Order allow,deny
>      Allow from all
>
>       Options +ExecCGI
>      AddHandler fastcgi-script fcgi
>   </Location>
> </VirtualHost>
>
>
>  When I start apache, I get the following errors in
> /var/log/https/error_log
>  [Fri Jul 01 10:30:32 2011] [error] [client x.x.x.x] (13)Permission
> denied: FastCGI: failed to connect to server "/opt/rt4/sbin/rt-server.fcgi":
> connect() failed
> [Fri Jul 01 10:30:32 2011] [error] [client x.x.x.x] FastCGI: incomplete
> headers (0 bytes) received from server "/opt/rt4/sbin/rt-server.fcgi"
> [Fri Jul 01 10:30:33 2011] [crit] (13)Permission denied: FastCGI: can't
> create server "/opt/rt4/sbin/rt-server.fcgi": bind() failed
> [/etc/httpd/logs/fastcgi/f758b05f8779532382e3166ad1890013]
>
>
>
-- 
James Moseley
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From John.Alberts at exlibrisgroup.com  Fri Jul  1 14:15:12 2011
From: John.Alberts at exlibrisgroup.com (John Alberts)
Date: Fri, 1 Jul 2011 18:15:12 +0000
Subject: [rt-users] rt4, centos, and fastcgi
In-Reply-To: <BANLkTinCYnyM4Pz+AGjg=2-iZ5YEiL-Xjw@mail.gmail.com>
Message-ID: <CA33763E.1B269%john.alberts@exlibrisgroup.com>

Thanks.  I'll have to give this a try later tonight when I can have some downtime.


----------
John Alberts
Cloud Optimization Engineer
Ex Libris (USA) Inc.
1350 E. Touhy Ave.  Suite 200 East
Des Plaines, IL 60018
Phone: 1-219-979-6560

Follow Ex Libris on Twitter: @exlibrisgroup<http://twitter.com/ExLibrisGroup>

From: James Moseley <jmoseley at corp.xanadoo.com<mailto:jmoseley at corp.xanadoo.com>>
Date: Fri, 1 Jul 2011 11:50:39 -0500
To: John Alberts <john.alberts at exlibrisgroup.com<mailto:john.alberts at exlibrisgroup.com>>
Cc: "rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>" <rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>>
Subject: Re: [rt-users] rt4, centos, and fastcgi

mod_fastcgi and mod_fcgid require different configurations.  We haven't used mod_fastcgi in quite some time, but here is our config for mod_fcgid:

LoadModule fcgid_module modules/mod_fcgid.so

# Use FastCGI to process .fcg .fcgi & .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the same thing
<IfModule !mod_fastcgi.c>
  AddHandler fcgid-script fcg fcgi fpl
</IfModule>

# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm

# Main instance
Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/

****

Since you have your RT instance inside a virtual host entry, your FastCgiServer directive should also be inside that virtual host entry.

On Fri, Jul 1, 2011 at 10:52 AM, John Alberts <John.Alberts at exlibrisgroup.com<mailto:John.Alberts at exlibrisgroup.com>> wrote:
Hi.  I just tried to upgrade to rt4 and I'm having the hardest time getting the web server to work.  For rt3, I was using webmux.pl<http://webmux.pl> in my apache configuration.

I'm on CentOS 5.5 and using Apache 2.2.3.  I installed mod_fastcgi 2.4.6 from source.  I've followed the example configurations in docs/web_deployment.pod for mod_fastcgi and mod_fcgid and both give me errors.  I've heard good things about mod_fastcgi, so I would prefer to get that going.

Here is my mod_fastcgi apache config
LoadModule fastcgi_module modules/mod_fastcgi.so

#FastCgiIpcDir /tmp
FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300

<VirtualHost mysite.com<http://mysite.com>>
  ### Optional apache logs for RT
  # Ensure that your log rotation scripts know about these files
  # ErrorLog /opt/rt4/var/log/apache2.error
  # TransferLog /opt/rt4/var/log/apache2.access
  # LogLevel debug

  AddDefaultCharset UTF-8

  Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
  ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/

  DocumentRoot "/opt/rt4/share/html"
  <Location />
     Order allow,deny
     Allow from all

     Options +ExecCGI
     AddHandler fastcgi-script fcgi
  </Location>
</VirtualHost>


When I start apache, I get the following errors in /var/log/https/error_log
[Fri Jul 01 10:30:32 2011] [error] [client x.x.x.x] (13)Permission denied: FastCGI: failed to connect to server "/opt/rt4/sbin/rt-server.fcgi": connect() failed
[Fri Jul 01 10:30:32 2011] [error] [client x.x.x.x] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt4/sbin/rt-server.fcgi"
[Fri Jul 01 10:30:33 2011] [crit] (13)Permission denied: FastCGI: can't create server "/opt/rt4/sbin/rt-server.fcgi": bind() failed [/etc/httpd/logs/fastcgi/f758b05f8779532382e3166ad1890013]



--
James Moseley

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From CLasater at taleo.com  Fri Jul  1 14:18:15 2011
From: CLasater at taleo.com (Christopher Lasater)
Date: Fri, 1 Jul 2011 14:18:15 -0400
Subject: [rt-users] New install of RT4 crashes Internet Explorer 8
In-Reply-To: <20110701162129.GQ876@jibsheet.com>
References: <BANLkTin39QZfckbitgqU5XMowXevbhRA_Q@mail.gmail.com>
	<23037DC22CE8C3428E7636883099F1AA6F9D887F17@JXVXMP01.wwcorp.net>
	<BANLkTinxp9mL0=KFbnTzs21Gtfc8s4=Y3w@mail.gmail.com>
	<BANLkTi=VML38uYuRs=5nY7k_CAYu=Lvb+A@mail.gmail.com>
	<BANLkTin_-=S+hOwBL01iKyKGp05+22gttQ@mail.gmail.com>
	<BANLkTimr4Ovrbbt34pGfnvNpvCn6SqwyHg@mail.gmail.com>
	<20110701162129.GQ876@jibsheet.com>
Message-ID: <23037DC22CE8C3428E7636883099F1AA6F9DB2A3A7@JXVXMP01.wwcorp.net>


	I have the same problem.  I had rt4.0.0 and upgraded to 4.0.1 and I get similar issues in both.  Firefox works fine, but IE8.0 seems to have issues just going to the RT at a glance page I start getting problems.  4.0.0 would work for a while and eventually lock up, 4.0.1 seems to lock up pretty quickly after I log in, sometimes before I have a chance to go to a ticket.  Just like others have said, if I disable active scripts then it works fine.  If I re-enable them it pretty much dies within a page or two. Debugging on RT does not show anything exciting.
	How can I log into issues.bestpractical.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: Friday, July 01, 2011 12:21 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8

On Fri, Jul 01, 2011 at 11:28:42AM +0100, Sean McDaid wrote:
>    Yeah I can't recreate the issue there, perhaps I haven't created a large enough
>    ticket. More likely though it is my configuration or data migration - I had to upgrade
>    from 3.6 - 4.0 in one go.

>    Is there some way to migrate a 3.6 database directly to 4.0 and then simply hook
>    this into a RT 4.0 install? This was done manually which I'm skeptical about.

Just read all the instructions in README and docs/UPGRADING-(3.6|3.8|4.0) and make sure you follow all them, there are mysql specific upgrades AND schema and content changes, all of which must be done.

issues.bestpractical.com has been upgraded for many many years

-kevin


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From falcone at bestpractical.com  Fri Jul  1 14:30:37 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 1 Jul 2011 14:30:37 -0400
Subject: [rt-users] New install of RT4 crashes Internet Explorer 8
In-Reply-To: <23037DC22CE8C3428E7636883099F1AA6F9DB2A3A7@JXVXMP01.wwcorp.net>
References: <BANLkTin39QZfckbitgqU5XMowXevbhRA_Q@mail.gmail.com>
	<23037DC22CE8C3428E7636883099F1AA6F9D887F17@JXVXMP01.wwcorp.net>
	<BANLkTinxp9mL0=KFbnTzs21Gtfc8s4=Y3w@mail.gmail.com>
	<BANLkTi=VML38uYuRs=5nY7k_CAYu=Lvb+A@mail.gmail.com>
	<BANLkTin_-=S+hOwBL01iKyKGp05+22gttQ@mail.gmail.com>
	<BANLkTimr4Ovrbbt34pGfnvNpvCn6SqwyHg@mail.gmail.com>
	<20110701162129.GQ876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A3A7@JXVXMP01.wwcorp.net>
Message-ID: <20110701183037.GS876@jibsheet.com>

On Fri, Jul 01, 2011 at 02:18:15PM -0400, Christopher Lasater wrote:
> 
>       I have the same problem. I had rt4.0.0 and upgraded to 4.0.1 and
>       I get similar issues in both. Firefox works fine, but IE8.0
>       seems to have issues just going to the RT at a glance page I
>       start getting problems. 4.0.0 would work for a while and
>       eventually lock up, 4.0.1 seems to lock up pretty quickly after
>       I log in, sometimes before I have a chance to go to a ticket.
>       Just like others have said, if I disable active scripts then it
>       works fine. If I re-enable them it pretty much dies within a
>       page or two. Debugging on RT does not show anything exciting.

>       How can I log into issues.bestpractical.com?

As I mentioned earlier in the thread, guest/guest

-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, July 01, 2011 12:21 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8
> 
> On Fri, Jul 01, 2011 at 11:28:42AM +0100, Sean McDaid wrote:
> >    Yeah I can't recreate the issue there, perhaps I haven't created a large enough
> >    ticket. More likely though it is my configuration or data migration - I had to upgrade
> >    from 3.6 - 4.0 in one go.
> 
> >    Is there some way to migrate a 3.6 database directly to 4.0 and then simply hook
> >    this into a RT 4.0 install? This was done manually which I'm skeptical about.
> 
> Just read all the instructions in README and docs/UPGRADING-(3.6|3.8|4.0) and make sure you follow all them, there are mysql specific upgrades AND schema and content changes, all of which must be done.
> 
> issues.bestpractical.com has been upgraded for many many years
> 
> -kevin
> 
> 

> -----BEGIN PGP SIGNATURE-----
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From CLasater at taleo.com  Fri Jul  1 14:49:03 2011
From: CLasater at taleo.com (Christopher Lasater)
Date: Fri, 1 Jul 2011 14:49:03 -0400
Subject: [rt-users] New install of RT4 crashes Internet Explorer 8
In-Reply-To: <20110701183037.GS876@jibsheet.com>
References: <BANLkTin39QZfckbitgqU5XMowXevbhRA_Q@mail.gmail.com>
	<23037DC22CE8C3428E7636883099F1AA6F9D887F17@JXVXMP01.wwcorp.net>
	<BANLkTinxp9mL0=KFbnTzs21Gtfc8s4=Y3w@mail.gmail.com>
	<BANLkTi=VML38uYuRs=5nY7k_CAYu=Lvb+A@mail.gmail.com>
	<BANLkTin_-=S+hOwBL01iKyKGp05+22gttQ@mail.gmail.com>
	<BANLkTimr4Ovrbbt34pGfnvNpvCn6SqwyHg@mail.gmail.com>
	<20110701162129.GQ876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A3A7@JXVXMP01.wwcorp.net>
	<20110701183037.GS876@jibsheet.com>
Message-ID: <23037DC22CE8C3428E7636883099F1AA6F9DB2A3EE@JXVXMP01.wwcorp.net>

I do not have any problems with the issues.bestpractical.com and IE8.  Are there any settings there that might make it more stable?  My original install was 4.0.0 and I ran the rt-setup-database command and read through all the upgrade documentation.

-----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, July 01, 2011 2:31 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8

On Fri, Jul 01, 2011 at 02:18:15PM -0400, Christopher Lasater wrote:
> 
>       I have the same problem. I had rt4.0.0 and upgraded to 4.0.1 and
>       I get similar issues in both. Firefox works fine, but IE8.0
>       seems to have issues just going to the RT at a glance page I
>       start getting problems. 4.0.0 would work for a while and
>       eventually lock up, 4.0.1 seems to lock up pretty quickly after
>       I log in, sometimes before I have a chance to go to a ticket.
>       Just like others have said, if I disable active scripts then it
>       works fine. If I re-enable them it pretty much dies within a
>       page or two. Debugging on RT does not show anything exciting.

>       How can I log into issues.bestpractical.com?

As I mentioned earlier in the thread, guest/guest

-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, July 01, 2011 12:21 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8
> 
> On Fri, Jul 01, 2011 at 11:28:42AM +0100, Sean McDaid wrote:
> >    Yeah I can't recreate the issue there, perhaps I haven't created a large enough
> >    ticket. More likely though it is my configuration or data migration - I had to upgrade
> >    from 3.6 - 4.0 in one go.
> 
> >    Is there some way to migrate a 3.6 database directly to 4.0 and then simply hook
> >    this into a RT 4.0 install? This was done manually which I'm skeptical about.
> 
> Just read all the instructions in README and docs/UPGRADING-(3.6|3.8|4.0) and make sure you follow all them, there are mysql specific upgrades AND schema and content changes, all of which must be done.
> 
> issues.bestpractical.com has been upgraded for many many years
> 
> -kevin
> 
> 

> -----BEGIN PGP SIGNATURE-----
> Version: 10.1.0 (Build 860)
> 
> iQEVAwUBTg4PZ3UEnna91A87AQiZmQgAzzgdzpdyHs2g0F6tklgaRqvqMRKVm+HI
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> =rY5r
> -----END PGP SIGNATURE-----
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From falcone at bestpractical.com  Fri Jul  1 14:51:51 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 1 Jul 2011 14:51:51 -0400
Subject: [rt-users] New install of RT4 crashes Internet Explorer 8
In-Reply-To: <23037DC22CE8C3428E7636883099F1AA6F9DB2A3EE@JXVXMP01.wwcorp.net>
References: <BANLkTin39QZfckbitgqU5XMowXevbhRA_Q@mail.gmail.com>
	<23037DC22CE8C3428E7636883099F1AA6F9D887F17@JXVXMP01.wwcorp.net>
	<BANLkTinxp9mL0=KFbnTzs21Gtfc8s4=Y3w@mail.gmail.com>
	<BANLkTi=VML38uYuRs=5nY7k_CAYu=Lvb+A@mail.gmail.com>
	<BANLkTin_-=S+hOwBL01iKyKGp05+22gttQ@mail.gmail.com>
	<BANLkTimr4Ovrbbt34pGfnvNpvCn6SqwyHg@mail.gmail.com>
	<20110701162129.GQ876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A3A7@JXVXMP01.wwcorp.net>
	<20110701183037.GS876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A3EE@JXVXMP01.wwcorp.net>
Message-ID: <20110701185151.GT876@jibsheet.com>

On Fri, Jul 01, 2011 at 02:49:03PM -0400, Christopher Lasater wrote:
> I do not have any problems with the issues.bestpractical.com and IE8.  Are there any settings there that might make it more stable?  My original install was 4.0.0 and I ran the rt-setup-database command and read through all the upgrade documentation.

You've not told us anything about your configuration, which means I
can't really compare issues.bestpractical.com to your install.

issues.bestpractical.com is a pretty vanilla install of RT.

Tell us more about how you've configured RT

-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, July 01, 2011 2:31 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8
> 
> On Fri, Jul 01, 2011 at 02:18:15PM -0400, Christopher Lasater wrote:
> > 
> >       I have the same problem. I had rt4.0.0 and upgraded to 4.0.1 and
> >       I get similar issues in both. Firefox works fine, but IE8.0
> >       seems to have issues just going to the RT at a glance page I
> >       start getting problems. 4.0.0 would work for a while and
> >       eventually lock up, 4.0.1 seems to lock up pretty quickly after
> >       I log in, sometimes before I have a chance to go to a ticket.
> >       Just like others have said, if I disable active scripts then it
> >       works fine. If I re-enable them it pretty much dies within a
> >       page or two. Debugging on RT does not show anything exciting.
> 
> >       How can I log into issues.bestpractical.com?
> 
> As I mentioned earlier in the thread, guest/guest
> 
> -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, July 01, 2011 12:21 PM
> > To: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8
> > 
> > On Fri, Jul 01, 2011 at 11:28:42AM +0100, Sean McDaid wrote:
> > >    Yeah I can't recreate the issue there, perhaps I haven't created a large enough
> > >    ticket. More likely though it is my configuration or data migration - I had to upgrade
> > >    from 3.6 - 4.0 in one go.
> > 
> > >    Is there some way to migrate a 3.6 database directly to 4.0 and then simply hook
> > >    this into a RT 4.0 install? This was done manually which I'm skeptical about.
> > 
> > Just read all the instructions in README and docs/UPGRADING-(3.6|3.8|4.0) and make sure you follow all them, there are mysql specific upgrades AND schema and content changes, all of which must be done.
> > 
> > issues.bestpractical.com has been upgraded for many many years
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From CLasater at taleo.com  Fri Jul  1 15:03:46 2011
From: CLasater at taleo.com (Christopher Lasater)
Date: Fri, 1 Jul 2011 15:03:46 -0400
Subject: [rt-users] New install of RT4 crashes Internet Explorer 8
In-Reply-To: <20110701185151.GT876@jibsheet.com>
References: <BANLkTin39QZfckbitgqU5XMowXevbhRA_Q@mail.gmail.com>
	<23037DC22CE8C3428E7636883099F1AA6F9D887F17@JXVXMP01.wwcorp.net>
	<BANLkTinxp9mL0=KFbnTzs21Gtfc8s4=Y3w@mail.gmail.com>
	<BANLkTi=VML38uYuRs=5nY7k_CAYu=Lvb+A@mail.gmail.com>
	<BANLkTin_-=S+hOwBL01iKyKGp05+22gttQ@mail.gmail.com>
	<BANLkTimr4Ovrbbt34pGfnvNpvCn6SqwyHg@mail.gmail.com>
	<20110701162129.GQ876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A3A7@JXVXMP01.wwcorp.net>
	<20110701183037.GS876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A3EE@JXVXMP01.wwcorp.net>
	<20110701185151.GT876@jibsheet.com>
Message-ID: <23037DC22CE8C3428E7636883099F1AA6F9DB2A40D@JXVXMP01.wwcorp.net>

Mod_perl2, External Auth to an LDAP server, LDAP Importer.  Not sure what else you would be interested in. 


Problem occurs with or without IE compatibility mode. 

<VirtualHost server.example.com:80>
               
               AddDefaultCharset UTF-8

               DocumentRoot "/opt/rt4/share/html"
               <Location />
                   Order allow,deny
                   Allow from all

                   SetHandler perl-script
                   PerlResponseHandler Plack::Handler::Apache2
                   PerlSetVar psgi_app /opt/rt4/sbin/rt-server
               </Location>
               <Perl>
                   use Plack::Handler::Apache2;
                   Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
               </Perl>
           </VirtualHost>


Set( $rtname, 'server.example.com');
Set ($WebPath , "");
Set ($WebBaseUrl , "server.example.com:80");
Set ($WebURL , "http://server.example.com/");
Set ($WebDomain, "server.example.com");

Obviosly I changed my servername to server.example.com all FQDN


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From John.Alberts at exlibrisgroup.com  Fri Jul  1 15:08:27 2011
From: John.Alberts at exlibrisgroup.com (John Alberts)
Date: Fri, 1 Jul 2011 19:08:27 +0000
Subject: [rt-users] rt4, centos, and fastcgi
In-Reply-To: <CA33763E.1B269%john.alberts@exlibrisgroup.com>
Message-ID: <CA33826C.1B2C4%john.alberts@exlibrisgroup.com>

I gave it another try using fcgid and now I have errors about running it being configured to run on the wrong port, which makes no sense.

Here is the apache error log
[Fri Jul 01 13:58:24 2011] [warn] module fcgid_module is already loaded, skipping
[Fri Jul 01 13:58:24 2011] [notice] Digest: generating secret for digest authentication ...
[Fri Jul 01 13:58:24 2011] [notice] Digest: done
[Fri Jul 01 13:58:24 2011] [notice] Apache/2.2.3 (CentOS) configured -- resuming normal operations
[Fri Jul 01 13:58:27 2011] [warn] mod_fcgid: stderr: [Fri Jul  1 18:58:27 2011] [warn]: The actual SERVER_PORT (80) does NOT match the configured WebPort (443). Perhaps you should Set($WebPort, 80); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1079)
[Fri Jul 01 13:58:27 2011] [warn] mod_fcgid: stderr: [Fri Jul  1 18:58:27 2011] [warn]: The actual SERVER_NAME (aspdev.hosted.exlibrisgroup.com) does NOT match the configured WebDomain (helpdesk.hosted.exlibrisgroup.com). Perhaps you should Set($WebDomain, 'aspdev.hosted.exlibrisgroup.com'); in R
[Fri Jul 01 13:58:31 2011] [warn] mod_fcgid: stderr: T_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1092)
[Fri Jul 01 13:58:31 2011] [warn] mod_fcgid: stderr: [Fri Jul  1 18:58:27 2011] [warn]: The actual SCRIPT_NAME () does NOT match the configured WebPath (/rt4). Perhaps you should Set($WebPath, ''); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1097)
[Fri Jul 01 13:59:04 2011] [notice] caught SIGTERM, shutting down
[Fri Jul 01 13:59:04 2011] [notice] mod_fcgid: process /opt/rt4/sbin/rt-server.fcgi(22499) exit(shutting down), get stop signal 15

[Fri Jul 01 13:59:19 2011] [notice] Digest: generating secret for digest authentication ...
[Fri Jul 01 13:59:19 2011] [notice] Digest: done
[Fri Jul 01 13:59:20 2011] [notice] Apache/2.2.3 (CentOS) configured -- resuming normal operations


You can see above, after I remove the rt4.conf file, apache works fine.
Here is my fcgid configuration for RT.  When yum installed fcgid, it created a fcgid.conf file, so I'm showing that as well.

-=>>cat fcgid.conf
# This is the Apache server configuration file for providing FastCGI support
# through mod_fcgid
#
# Documentation is available at http://fastcgi.coremail.cn/doc.htm

LoadModule fcgid_module modules/mod_fcgid.so

# Use FastCGI to process .fcg .fcgi & .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the same thing
<IfModule !mod_fastcgi.c>
    AddHandler fcgid-script fcg fcgi fpl
</IfModule>

# Sane place to put sockets and shared memory file
SocketPath /var/run/mod_fcgid
SharememPath /var/run/mod_fcgid/fcgid_shm
--- .:root at aspdev:. (/etc/httpd/conf.d)
-=>>cat rt4.conf
LoadModule fcgid_module modules/mod_fcgid.so

<VirtualHost helpdesk.hosted.exlibrisgroup.com>
   ### Optional apache logs for RT
   # Ensure that your log rotation scripts know about these files
   # ErrorLog /opt/rt4/var/log/apache2.error
   # TransferLog /opt/rt4/var/log/apache2.access
   # LogLevel debug

   AddDefaultCharset UTF-8

   Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
   ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/

   DocumentRoot "/opt/rt4/share/html"
   <Location /rt4>
     Order allow,deny
     Allow from all

     Options +ExecCGI
     AddHandler fcgid-script fcgi
  </Location>
</VirtualHost>


If I remove the rt4.conf file and restart the server, apache works fine and all of my other sites work just fine, even with ssl.



----------
John Alberts
Cloud Optimization Engineer
Ex Libris (USA) Inc.
1350 E. Touhy Ave.  Suite 200 East
Des Plaines, IL 60018
Phone: 1-219-979-6560

Follow Ex Libris on Twitter: @exlibrisgroup<http://twitter.com/ExLibrisGroup>

From: John Alberts <john.alberts at exlibrisgroup.com<mailto:john.alberts at exlibrisgroup.com>>
Date: Fri, 1 Jul 2011 18:15:12 +0000
To: James Moseley <jmoseley at corp.xanadoo.com<mailto:jmoseley at corp.xanadoo.com>>
Cc: "rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>" <rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>>
Subject: Re: [rt-users] rt4, centos, and fastcgi

Thanks.  I'll have to give this a try later tonight when I can have some downtime.


----------
John Alberts
Cloud Optimization Engineer
Ex Libris (USA) Inc.
1350 E. Touhy Ave.  Suite 200 East
Des Plaines, IL 60018
Phone: 1-219-979-6560

Follow Ex Libris on Twitter: @exlibrisgroup<http://twitter.com/ExLibrisGroup>

From: James Moseley <jmoseley at corp.xanadoo.com<mailto:jmoseley at corp.xanadoo.com>>
Date: Fri, 1 Jul 2011 11:50:39 -0500
To: John Alberts <john.alberts at exlibrisgroup.com<mailto:john.alberts at exlibrisgroup.com>>
Cc: "rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>" <rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>>
Subject: Re: [rt-users] rt4, centos, and fastcgi

mod_fastcgi and mod_fcgid require different configurations.  We haven't used mod_fastcgi in quite some time, but here is our config for mod_fcgid:

LoadModule fcgid_module modules/mod_fcgid.so

# Use FastCGI to process .fcg .fcgi & .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the same thing
<IfModule !mod_fastcgi.c>
  AddHandler fcgid-script fcg fcgi fpl
</IfModule>

# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm

# Main instance
Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/

****

Since you have your RT instance inside a virtual host entry, your FastCgiServer directive should also be inside that virtual host entry.

On Fri, Jul 1, 2011 at 10:52 AM, John Alberts <John.Alberts at exlibrisgroup.com<mailto:John.Alberts at exlibrisgroup.com>> wrote:
Hi.  I just tried to upgrade to rt4 and I'm having the hardest time getting the web server to work.  For rt3, I was using webmux.pl<http://webmux.pl> in my apache configuration.

I'm on CentOS 5.5 and using Apache 2.2.3.  I installed mod_fastcgi 2.4.6 from source.  I've followed the example configurations in docs/web_deployment.pod for mod_fastcgi and mod_fcgid and both give me errors.  I've heard good things about mod_fastcgi, so I would prefer to get that going.

Here is my mod_fastcgi apache config
LoadModule fastcgi_module modules/mod_fastcgi.so

#FastCgiIpcDir /tmp
FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300

<VirtualHost mysite.com<http://mysite.com>>
  ### Optional apache logs for RT
  # Ensure that your log rotation scripts know about these files
  # ErrorLog /opt/rt4/var/log/apache2.error
  # TransferLog /opt/rt4/var/log/apache2.access
  # LogLevel debug

  AddDefaultCharset UTF-8

  Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
  ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/

  DocumentRoot "/opt/rt4/share/html"
  <Location />
     Order allow,deny
     Allow from all

     Options +ExecCGI
     AddHandler fastcgi-script fcgi
  </Location>
</VirtualHost>


When I start apache, I get the following errors in /var/log/https/error_log
[Fri Jul 01 10:30:32 2011] [error] [client x.x.x.x] (13)Permission denied: FastCGI: failed to connect to server "/opt/rt4/sbin/rt-server.fcgi": connect() failed
[Fri Jul 01 10:30:32 2011] [error] [client x.x.x.x] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt4/sbin/rt-server.fcgi"
[Fri Jul 01 10:30:33 2011] [crit] (13)Permission denied: FastCGI: can't create server "/opt/rt4/sbin/rt-server.fcgi": bind() failed [/etc/httpd/logs/fastcgi/f758b05f8779532382e3166ad1890013]



--
James Moseley

-------- 2011 Training: http://bestpractical.com/services/training.html
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From John.Alberts at exlibrisgroup.com  Fri Jul  1 15:09:19 2011
From: John.Alberts at exlibrisgroup.com (John Alberts)
Date: Fri, 1 Jul 2011 19:09:19 +0000
Subject: [rt-users] Ticket Lifetime Report
In-Reply-To: <620540559.59315.1309537736395.JavaMail.root@zimbra.informed-llc.com>
Message-ID: <CA338586.1B2E6%john.alberts@exlibrisgroup.com>

Very nice.  Thank you.

----------
John Alberts
Cloud Optimization Engineer
Ex Libris (USA) Inc.
1350 E. Touhy Ave.  Suite 200 East
Des Plaines, IL 60018
Phone: 1-219-979-6560

Follow Ex Libris on Twitter: @exlibrisgroup<http://twitter.com/ExLibrisGroup>

From: Ryan Frantz <ryanfrantz at informed-llc.com<mailto:ryanfrantz at informed-llc.com>>
Date: Fri, 1 Jul 2011 12:28:56 -0400
To: <rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>>
Subject: [rt-users] Ticket Lifetime Report

Fellow Users,

I've written a short script that will generate a simple report illustrating the lifetime of resolved tickets.  It's useful for determining if your support desk is meeting service levels (i.e. tickets resolved in <= 7 days).  I plan on taking it further in the near future including adding email support and integrating it into the web interface.  For now, you can see/get the code at http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report.

Ryan Frantz
Technical Services Director
InforMed, LLC
410-972-2025 x2131
ryanfrantz at informed-llc.com<mailto:ryanfrantz at informed-llc.com>
-------- 2011 Training: http://bestpractical.com/services/training.html
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From sebsua at gmail.com  Fri Jul  1 15:16:20 2011
From: sebsua at gmail.com (sebsua at gmail.com)
Date: Fri, 1 Jul 2011 16:16:20 -0300
Subject: [rt-users] Ticket Lifetime Report
In-Reply-To: <CA338586.1B2E6%john.alberts@exlibrisgroup.com>
References: <620540559.59315.1309537736395.JavaMail.root@zimbra.informed-llc.com>
	<CA338586.1B2E6%john.alberts@exlibrisgroup.com>
Message-ID: <BANLkTimT1qLE3wCFVXZwp4Q=jM_8Vjji-g@mail.gmail.com>

Hi Ryan,
We were looking for this type of report, but with some difference...
Instead of calculate "created to resolved time", we are looking for a
"created to open time" approach. This is because our SLA's are based
on time to reply instead of time to resolution.

Can you please point me in the right direction to modify the script so
to reflect this?

Many Thanks,
Seb.-

On Fri, Jul 1, 2011 at 4:09 PM, John Alberts
<John.Alberts at exlibrisgroup.com> wrote:
> Very nice. ?Thank you.
>
> ----------
>
> John Alberts
>
> Cloud Optimization Engineer
>
> Ex Libris (USA) Inc.
> 1350 E. Touhy Ave. ?Suite 200 East
> Des Plaines, IL 60018
> Phone: 1-219-979-6560
>
>
>
> Follow Ex Libris on Twitter:?@exlibrisgroup
>
> From: Ryan Frantz <ryanfrantz at informed-llc.com>
> Date: Fri, 1 Jul 2011 12:28:56 -0400
> To: <rt-users at lists.bestpractical.com>
> Subject: [rt-users] Ticket Lifetime Report
>
> Fellow Users,
> I've written a short script that will generate a simple report illustrating
> the lifetime of resolved tickets. ?It's useful for determining if your
> support desk is meeting service levels (i.e. tickets resolved in <= 7 days).
> ?I plan on taking it further in the near future including adding email
> support and integrating it into the web interface. ?For now, you can see/get
> the code at?http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report.
> Ryan Frantz
> Technical Services Director
> InforMed, LLC
> 410-972-2025 x2131
> ryanfrantz at informed-llc.com
> -------- 2011 Training: http://bestpractical.com/services/training.html
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>


From CLasater at taleo.com  Fri Jul  1 15:19:30 2011
From: CLasater at taleo.com (Christopher Lasater)
Date: Fri, 1 Jul 2011 15:19:30 -0400
Subject: [rt-users] New install of RT4 crashes Internet Explorer 8
In-Reply-To: <23037DC22CE8C3428E7636883099F1AA6F9DB2A40D@JXVXMP01.wwcorp.net>
References: <BANLkTin39QZfckbitgqU5XMowXevbhRA_Q@mail.gmail.com>
	<23037DC22CE8C3428E7636883099F1AA6F9D887F17@JXVXMP01.wwcorp.net>
	<BANLkTinxp9mL0=KFbnTzs21Gtfc8s4=Y3w@mail.gmail.com>
	<BANLkTi=VML38uYuRs=5nY7k_CAYu=Lvb+A@mail.gmail.com>
	<BANLkTin_-=S+hOwBL01iKyKGp05+22gttQ@mail.gmail.com>
	<BANLkTimr4Ovrbbt34pGfnvNpvCn6SqwyHg@mail.gmail.com>
	<20110701162129.GQ876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A3A7@JXVXMP01.wwcorp.net>
	<20110701183037.GS876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A3EE@JXVXMP01.wwcorp.net>
	<20110701185151.GT876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A40D@JXVXMP01.wwcorp.net>
Message-ID: <23037DC22CE8C3428E7636883099F1AA6F9DB2A427@JXVXMP01.wwcorp.net>

It sounds dumb, but I think the issues I related to zooming in.  If I have no zoom at 100% everything works fine.  The second I try to zoom its freezes and if I am at 115%, which was my default, then it freezes when I get into rt at a glance.  I can zoom in and out like crazy in Firefox without experiencing any problems.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater
Sent: Friday, July 01, 2011 3:04 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8

Mod_perl2, External Auth to an LDAP server, LDAP Importer.  Not sure what else you would be interested in. 


Problem occurs with or without IE compatibility mode. 

<VirtualHost server.example.com:80>
               
               AddDefaultCharset UTF-8

               DocumentRoot "/opt/rt4/share/html"
               <Location />
                   Order allow,deny
                   Allow from all

                   SetHandler perl-script
                   PerlResponseHandler Plack::Handler::Apache2
                   PerlSetVar psgi_app /opt/rt4/sbin/rt-server
               </Location>
               <Perl>
                   use Plack::Handler::Apache2;
                   Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
               </Perl>
           </VirtualHost>


Set( $rtname, 'server.example.com');
Set ($WebPath , "");
Set ($WebBaseUrl , "server.example.com:80"); Set ($WebURL , "http://server.example.com/"); Set ($WebDomain, "server.example.com");

Obviosly I changed my servername to server.example.com all FQDN


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From jmoseley at corp.xanadoo.com  Fri Jul  1 15:35:57 2011
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Fri, 1 Jul 2011 14:35:57 -0500
Subject: [rt-users] rt4, centos, and fastcgi
In-Reply-To: <CA33826C.1B2C4%john.alberts@exlibrisgroup.com>
References: <CA33763E.1B269%john.alberts@exlibrisgroup.com>
	<CA33826C.1B2C4%john.alberts@exlibrisgroup.com>
Message-ID: <BANLkTi=K+8n38pRra70EA0ZQrezT5ohghA@mail.gmail.com>

You don't need both an RT4 and a fcgid conf file.  Paste exactly what I put
in my previous reply (correcting for obvious path differences) into, say, a
file named rt.conf and then rename your current RT-associated config files
to something like rt4.conf.old and fcgid.conf.old then restart.

Let's try to get it to work outside of a virtual host first then let's
examine the errors.

You should also set the following (or something like it) in your site config
file.

Set($WebPath , "/rt");
Set($WebBaseURL , "https://<actual server name>");
Set($WebImagesURL , $WebPath . "/NoAuth/images/");

Once you get this working, then you can try mucking around with a virtual
host.

Note, that I'm also running /opt/rt3/bin/mason_handler.fcgi vs.
sbin/rt-server.fcgi.

Obviously, I'm still running RT3 and I haven't read the documentation about
fast CGI use under RT4.

On Fri, Jul 1, 2011 at 2:08 PM, John Alberts <John.Alberts at exlibrisgroup.com
> wrote:

>   I gave it another try using fcgid and now I have errors about running it
> being configured to run on the wrong port, which makes no sense.
>
>  Here is the apache error log
>  [Fri Jul 01 13:58:24 2011] [warn] module fcgid_module is already loaded,
> skipping
> [Fri Jul 01 13:58:24 2011] [notice] Digest: generating secret for digest
> authentication ...
> [Fri Jul 01 13:58:24 2011] [notice] Digest: done
> [Fri Jul 01 13:58:24 2011] [notice] Apache/2.2.3 (CentOS) configured --
> resuming normal operations
> [Fri Jul 01 13:58:27 2011] [warn] mod_fcgid: stderr: [Fri Jul  1 18:58:27
> 2011] [warn]: The actual SERVER_PORT (80) does NOT match the configured
> WebPort (443). Perhaps you should Set($WebPort, 80); in RT_SiteConfig.pm,
> otherwise your internal links may be broken.
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1079)
> [Fri Jul 01 13:58:27 2011] [warn] mod_fcgid: stderr: [Fri Jul  1 18:58:27
> 2011] [warn]: The actual SERVER_NAME (aspdev.hosted.exlibrisgroup.com)
> does NOT match the configured WebDomain (helpdesk.hosted.exlibrisgroup.com).
> Perhaps you should Set($WebDomain, 'aspdev.hosted.exlibrisgroup.com'); in
> R
> [Fri Jul 01 13:58:31 2011] [warn] mod_fcgid: stderr: T_SiteConfig.pm,
> otherwise your internal links may be broken.
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1092)
> [Fri Jul 01 13:58:31 2011] [warn] mod_fcgid: stderr: [Fri Jul  1 18:58:27
> 2011] [warn]: The actual SCRIPT_NAME () does NOT match the configured
> WebPath (/rt4). Perhaps you should Set($WebPath, ''); in RT_SiteConfig.pm,
> otherwise your internal links may be broken.
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1097)
> [Fri Jul 01 13:59:04 2011] [notice] caught SIGTERM, shutting down
> [Fri Jul 01 13:59:04 2011] [notice] mod_fcgid: process
> /opt/rt4/sbin/rt-server.fcgi(22499) exit(shutting down), get stop signal 15
>
>  [Fri Jul 01 13:59:19 2011] [notice] Digest: generating secret for digest
> authentication ...
> [Fri Jul 01 13:59:19 2011] [notice] Digest: done
> [Fri Jul 01 13:59:20 2011] [notice] Apache/2.2.3 (CentOS) configured --
> resuming normal operations
>
>
>  You can see above, after I remove the rt4.conf file, apache works fine.
> Here is my fcgid configuration for RT.  When yum installed fcgid, it
> created a fcgid.conf file, so I'm showing that as well.
>
>  -=>>cat fcgid.conf
> # This is the Apache server configuration file for providing FastCGI
> support
> # through mod_fcgid
> #
> # Documentation is available at http://fastcgi.coremail.cn/doc.htm
>
>  LoadModule fcgid_module modules/mod_fcgid.so
>
>  # Use FastCGI to process .fcg .fcgi & .fpl scripts
> # Don't do this if mod_fastcgi is present, as it will try to do the same
> thing
> <IfModule !mod_fastcgi.c>
>     AddHandler fcgid-script fcg fcgi fpl
> </IfModule>
>
>  # Sane place to put sockets and shared memory file
> SocketPath /var/run/mod_fcgid
> SharememPath /var/run/mod_fcgid/fcgid_shm
> --- .:root at aspdev:. (/etc/httpd/conf.d)
> -=>>cat rt4.conf
> LoadModule fcgid_module modules/mod_fcgid.so
>
>  <VirtualHost helpdesk.hosted.exlibrisgroup.com>
>    ### Optional apache logs for RT
>    # Ensure that your log rotation scripts know about these files
>    # ErrorLog /opt/rt4/var/log/apache2.error
>    # TransferLog /opt/rt4/var/log/apache2.access
>    # LogLevel debug
>
>     AddDefaultCharset UTF-8
>
>     Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
>    ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/
>
>     DocumentRoot "/opt/rt4/share/html"
>    <Location /rt4>
>      Order allow,deny
>      Allow from all
>
>       Options +ExecCGI
>      AddHandler fcgid-script fcgi
>   </Location>
> </VirtualHost>
>
>
>  If I remove the rt4.conf file and restart the server, apache works fine
> and all of my other sites work just fine, even with ssl.
>
>
>
-- 
James Moseley
610-934-7307
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From ryanfrantz at informed-llc.com  Fri Jul  1 15:43:25 2011
From: ryanfrantz at informed-llc.com (Ryan Frantz)
Date: Fri, 1 Jul 2011 15:43:25 -0400 (EDT)
Subject: [rt-users] Ticket Lifetime Report
In-Reply-To: <BANLkTimT1qLE3wCFVXZwp4Q=jM_8Vjji-g@mail.gmail.com>
Message-ID: <196819357.63025.1309549405363.JavaMail.root@zimbra.informed-llc.com>

----- Original Message -----
> From: sebsua at gmail.com
> To: "Ryan Frantz" <ryanfrantz at informed-llc.com>, rt-users at lists.bestpractical.com
> Sent: Friday, July 1, 2011 3:16:20 PM
> Subject: Re: [rt-users] Ticket Lifetime Report
> Hi Ryan,
> We were looking for this type of report, but with some difference...
> Instead of calculate "created to resolved time", we are looking for a
> "created to open time" approach. This is because our SLA's are based
> on time to reply instead of time to resolution.
> 
> Can you please point me in the right direction to modify the script so
> to reflect this?

Seb,

I've only just started hacking RT, but I believe you'll need to iterate over the transactions for a given ticket to find a transaction type of 'Status' and check it's OldValue for 'new' and a NewValue of 'open', then read the Created field (I'm assuming it returns an RT::Date object).

Interestingly, I am looking to report on the same service level so I may have something written for this as well.  I'll race you to the finish...

Ryan


> 
> Many Thanks,
> Seb.-
> 
> On Fri, Jul 1, 2011 at 4:09 PM, John Alberts
> <John.Alberts at exlibrisgroup.com> wrote:
> > Very nice. Thank you.
> >
> > ----------
> >
> > John Alberts
> >
> > Cloud Optimization Engineer
> >
> > Ex Libris (USA) Inc.
> > 1350 E. Touhy Ave. Suite 200 East
> > Des Plaines, IL 60018
> > Phone: 1-219-979-6560
> >
> >
> >
> > Follow Ex Libris on Twitter: @exlibrisgroup
> >
> > From: Ryan Frantz <ryanfrantz at informed-llc.com>
> > Date: Fri, 1 Jul 2011 12:28:56 -0400
> > To: <rt-users at lists.bestpractical.com>
> > Subject: [rt-users] Ticket Lifetime Report
> >
> > Fellow Users,
> > I've written a short script that will generate a simple report
> > illustrating
> > the lifetime of resolved tickets. It's useful for determining if
> > your
> > support desk is meeting service levels (i.e. tickets resolved in <=
> > 7 days).
> > ?I plan on taking it further in the near future including adding
> > ?email
> > support and integrating it into the web interface. For now, you can
> > see/get
> > the code at
> > http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report.
> > Ryan Frantz
> > Technical Services Director
> > InforMed, LLC
> > 410-972-2025 x2131
> > ryanfrantz at informed-llc.com
> > -------- 2011 Training:
> > http://bestpractical.com/services/training.html
> >
> > --------
> > 2011 Training: http://bestpractical.com/services/training.html
> >


From sebsua at gmail.com  Fri Jul  1 15:55:32 2011
From: sebsua at gmail.com (sebsua at gmail.com)
Date: Fri, 1 Jul 2011 16:55:32 -0300
Subject: [rt-users] Ticket Lifetime Report
In-Reply-To: <196819357.63025.1309549405363.JavaMail.root@zimbra.informed-llc.com>
References: <BANLkTimT1qLE3wCFVXZwp4Q=jM_8Vjji-g@mail.gmail.com>
	<196819357.63025.1309549405363.JavaMail.root@zimbra.informed-llc.com>
Message-ID: <BANLkTikT6MDbJkcDEtQHSnKjDGDcq20WqQ@mail.gmail.com>

Hi Ryan, great to hear you need the same report, cause I'm very
limited in RT hacking.
I'll be waiting for that script when you get it done.

Thx,
Seb.-

On Fri, Jul 1, 2011 at 4:43 PM, Ryan Frantz <ryanfrantz at informed-llc.com> wrote:
> ----- Original Message -----
>> From: sebsua at gmail.com
>> To: "Ryan Frantz" <ryanfrantz at informed-llc.com>, rt-users at lists.bestpractical.com
>> Sent: Friday, July 1, 2011 3:16:20 PM
>> Subject: Re: [rt-users] Ticket Lifetime Report
>> Hi Ryan,
>> We were looking for this type of report, but with some difference...
>> Instead of calculate "created to resolved time", we are looking for a
>> "created to open time" approach. This is because our SLA's are based
>> on time to reply instead of time to resolution.
>>
>> Can you please point me in the right direction to modify the script so
>> to reflect this?
>
> Seb,
>
> I've only just started hacking RT, but I believe you'll need to iterate over the transactions for a given ticket to find a transaction type of 'Status' and check it's OldValue for 'new' and a NewValue of 'open', then read the Created field (I'm assuming it returns an RT::Date object).
>
> Interestingly, I am looking to report on the same service level so I may have something written for this as well. ?I'll race you to the finish...
>
> Ryan
>
>
>>
>> Many Thanks,
>> Seb.-
>>
>> On Fri, Jul 1, 2011 at 4:09 PM, John Alberts
>> <John.Alberts at exlibrisgroup.com> wrote:
>> > Very nice. Thank you.
>> >
>> > ----------
>> >
>> > John Alberts
>> >
>> > Cloud Optimization Engineer
>> >
>> > Ex Libris (USA) Inc.
>> > 1350 E. Touhy Ave. Suite 200 East
>> > Des Plaines, IL 60018
>> > Phone: 1-219-979-6560
>> >
>> >
>> >
>> > Follow Ex Libris on Twitter: @exlibrisgroup
>> >
>> > From: Ryan Frantz <ryanfrantz at informed-llc.com>
>> > Date: Fri, 1 Jul 2011 12:28:56 -0400
>> > To: <rt-users at lists.bestpractical.com>
>> > Subject: [rt-users] Ticket Lifetime Report
>> >
>> > Fellow Users,
>> > I've written a short script that will generate a simple report
>> > illustrating
>> > the lifetime of resolved tickets. It's useful for determining if
>> > your
>> > support desk is meeting service levels (i.e. tickets resolved in <=
>> > 7 days).
>> > ?I plan on taking it further in the near future including adding
>> > ?email
>> > support and integrating it into the web interface. For now, you can
>> > see/get
>> > the code at
>> > http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report.
>> > Ryan Frantz
>> > Technical Services Director
>> > InforMed, LLC
>> > 410-972-2025 x2131
>> > ryanfrantz at informed-llc.com
>> > -------- 2011 Training:
>> > http://bestpractical.com/services/training.html
>> >
>> > --------
>> > 2011 Training: http://bestpractical.com/services/training.html
>> >
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html


From cloos at netsandbox.de  Fri Jul  1 16:22:27 2011
From: cloos at netsandbox.de (Christian Loos)
Date: Fri, 01 Jul 2011 22:22:27 +0200
Subject: [rt-users] Ticket Lifetime Report
In-Reply-To: <620540559.59315.1309537736395.JavaMail.root@zimbra.informed-llc.com>
References: <17315428.59284.1309537658350.JavaMail.root@zimbra.informed-llc.com>
	<620540559.59315.1309537736395.JavaMail.root@zimbra.informed-llc.com>
Message-ID: <4E0E2C83.1030304@netsandbox.de>

The RT guys also work on something similar.
Have a look at the 4.2/date-time-improvements-in-charts branch at github:
https://github.com/bestpractical/rt/commits/4.2%2Fdate-time-improvements-in-charts

-Chris

Am 01.07.2011 18:28, schrieb Ryan Frantz:
> Fellow Users,
> 
> I've written a short script that will generate a simple report
> illustrating the lifetime of resolved tickets.  It's useful for
> determining if your support desk is meeting service levels (i.e. tickets
> resolved in <= 7 days).  I plan on taking it further in the near future
> including adding email support and integrating it into the web
> interface.  For now, you can see/get the code
> at http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report.
> 
> Ryan Frantz
> Technical Services Director
> InforMed, LLC
> 410-972-2025 x2131
> ryanfrantz at informed-llc.com
> 
> 
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html



From CLasater at taleo.com  Sat Jul  2 09:11:08 2011
From: CLasater at taleo.com (Christopher Lasater)
Date: Sat, 2 Jul 2011 09:11:08 -0400
Subject: [rt-users] New install of RT4 crashes Internet Explorer 8
In-Reply-To: <23037DC22CE8C3428E7636883099F1AA6F9DB2A427@JXVXMP01.wwcorp.net>
References: <BANLkTin39QZfckbitgqU5XMowXevbhRA_Q@mail.gmail.com>
	<23037DC22CE8C3428E7636883099F1AA6F9D887F17@JXVXMP01.wwcorp.net>
	<BANLkTinxp9mL0=KFbnTzs21Gtfc8s4=Y3w@mail.gmail.com>
	<BANLkTi=VML38uYuRs=5nY7k_CAYu=Lvb+A@mail.gmail.com>
	<BANLkTin_-=S+hOwBL01iKyKGp05+22gttQ@mail.gmail.com>
	<BANLkTimr4Ovrbbt34pGfnvNpvCn6SqwyHg@mail.gmail.com>
	<20110701162129.GQ876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A3A7@JXVXMP01.wwcorp.net>
	<20110701183037.GS876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A3EE@JXVXMP01.wwcorp.net>
	<20110701185151.GT876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A40D@JXVXMP01.wwcorp.net>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A427@JXVXMP01.wwcorp.net>
Message-ID: <23037DC22CE8C3428E7636883099F1AA6F9DB2A528@JXVXMP01.wwcorp.net>

Hey Sean,
	Does zooming make the problem worse or do we have different issues?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater
Sent: Friday, July 01, 2011 3:20 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8

It sounds dumb, but I think the issues I related to zooming in.  If I have no zoom at 100% everything works fine.  The second I try to zoom its freezes and if I am at 115%, which was my default, then it freezes when I get into rt at a glance.  I can zoom in and out like crazy in Firefox without experiencing any problems.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater
Sent: Friday, July 01, 2011 3:04 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8

Mod_perl2, External Auth to an LDAP server, LDAP Importer.  Not sure what else you would be interested in. 


Problem occurs with or without IE compatibility mode. 

<VirtualHost server.example.com:80>
               
               AddDefaultCharset UTF-8

               DocumentRoot "/opt/rt4/share/html"
               <Location />
                   Order allow,deny
                   Allow from all

                   SetHandler perl-script
                   PerlResponseHandler Plack::Handler::Apache2
                   PerlSetVar psgi_app /opt/rt4/sbin/rt-server
               </Location>
               <Perl>
                   use Plack::Handler::Apache2;
                   Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
               </Perl>
           </VirtualHost>


Set( $rtname, 'server.example.com');
Set ($WebPath , "");
Set ($WebBaseUrl , "server.example.com:80"); Set ($WebURL , "http://server.example.com/"); Set ($WebDomain, "server.example.com");

Obviosly I changed my servername to server.example.com all FQDN


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From gavin.henry at gmail.com  Sat Jul  2 19:23:27 2011
From: gavin.henry at gmail.com (Gavin Henry)
Date: Sun, 3 Jul 2011 00:23:27 +0100
Subject: [rt-users]
	=?windows-1252?q?RT_error_=93Couldn=27t_load_user_=27?=
	=?windows-1252?q?=27?=
In-Reply-To: <715776.72049.qm@web29018.mail.ird.yahoo.com>
References: <715776.72049.qm@web29018.mail.ird.yahoo.com>
Message-ID: <CAA8_NKBbPhvx55NMcGkiW1tDTp07+E+BbA13czpS8bYR6Va+2A@mail.gmail.com>

On 21 June 2011 04:38, Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk> wrote:
> Hi I have installed RT4 and when I try to create a user I am getting an
> error
>
> RT error ?Couldn't load user ''

I just hit this very same error on a fresh rt4 install. What I found
was if I set the root users e-mail to ghenry at suretecsystems.com and
saved that, then when I tried to create a user called ghenry also with
the e-mail address of ghenry at suretecsystems.com I get that error. As
soon as I change either one so they are not the same I can create a
new user.

Although now I can't set the new user a password, but can make them
privileged. The password sections asked for the root users current
password and won't let me set one for the normal user!

Thanks.

-- 
http://www.suretecsystems.com/services/openldap/
http://www.surevoip.co.uk


From bennelli at gmx.de  Mon Jul  4 03:50:02 2011
From: bennelli at gmx.de (bennelli)
Date: Mon, 4 Jul 2011 00:50:02 -0700 (PDT)
Subject: [rt-users]  Get ticket values at specific time
Message-ID: <31973205.post@talk.nabble.com>


Hello,

is there a way to get ticket values at a specific time (from the past)?
I want to create a ticket history which depends on the time.

Thanks.

Benni
-- 
View this message in context: http://old.nabble.com/Get-ticket-values-at-specific-time-tp31973205p31973205.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From funfried at zebra.com  Mon Jul  4 04:55:07 2011
From: funfried at zebra.com (Fabian Unfried)
Date: Mon, 4 Jul 2011 10:55:07 +0200
Subject: [rt-users] Show tickets depending on creator and not owner
In-Reply-To: <CABqKps_LTXEoyVXY+k+xh9Hg2G39r2GsztcpFENcTALjQQcL=A@mail.gmail.com>
References: <A20D4B90-BD71-4351-BA8B-E59168A5AEA2@zebra.com>
	<CABqKps_J8EbjikGM2DAq0H6GZWkErzgQK0Q+gw8a=LB-vimN7Q@mail.gmail.com>
	<142E8C90-9F53-4621-BE56-349C01CEA658@zebra.com>
	<CABqKps_LTXEoyVXY+k+xh9Hg2G39r2GsztcpFENcTALjQQcL=A@mail.gmail.com>
Message-ID: <A39A0526-F19B-407E-823E-63AAD4FCE514@zebra.com>

Hi Kenn,

that helped a lot, THANKS! My problem was that I thought the creator is automatically the requestor, I've got everything working as long as I manually add the creator of a ticket as one of the requestors, but how could I automatically do that?
Could someone tell me how a script would look like, that automatically adds the creator of a ticket as the requestor when the ticket is created?

Regards,
Fabian


Am 01.07.2011 um 18:41 schrieb Kenneth Crocker:

> Fabian,
> 
> First of all, the "Creator" does NOT have to be the Requestor. When creating a new ticket via WebUI, just override the UserID/Email Address to represent the person who wants the work to be done. RT will STILL maintain the creators UserID.
> 
> Second, all you have to do is grant "SeeQueue" and "ShowTicket" to the "Requestor" role at whatever level you need this (Queue or Global). You might want to add "ReplyToTicket" as well if you want them to be able to add continuing thoughts (by sending an email to the same Queue address with the ticket number referenced in the subject line) at any time while the ticket is open.
> 
> I just gave some basic concepts about rights in this list just awhile ago.
> 
> Hope this helps.
> 
> Kenn
> LBNL
> 
> On Fri, Jul 1, 2011 at 1:49 AM, Fabian Unfried <funfried at zebra.com> wrote:
> Hi Kenn,
> 
>> Fabian,
>> 
>> What is the relationship of your "creator" and the ticket Owner and the ticket Requestor?
> 
> Creator => Requestor (sorry, I guess that made my question a bit confusing)
> As far as I understood rt the owner is the user which the ticket is assigned to, or did I misunderstood something there?
> 
>> Are they usually the same?
> 
> I think it's some kind of the standard approach, so the requestor stays always the same, but the owner is changing while the ticket will be solved. But my problem is as long as the requestor isn't the owner, the requestors can't see their tickets in their WebUI under open tickets, but I would like that they can see their tickets also when some of the admins or staff (privileged user) is assigned to their tickets. Is this possible?
> 
>> Do the tickets get created via email or WebUI?
> 
> WebUI
> 
> 
> Regards
> Fabian
> 
> 
>> 
>> Kenn
>> LBNL
>> 
>> On Thu, Jun 30, 2011 at 8:34 AM, Fabian Unfried <funfried at zebra.com> wrote:
>> Hi guys,
>> 
>> just started with rt 4.0.1 and it is really great, but one question:
>> 
>> Is there a way to show the tickets for the customers (unprivileged users) not only when they are assigned to it but also because they are the creator of a ticket? So to say I would like that a creator of a ticket can always see his/her ticket not only when he/she is assigned to his/her ticket.
>> 
>> Thanks in advance.
>> 
>> Regards,
>> Fabian
>> 
>> 
>> - CONFIDENTIAL-
>> 
>> This email and any files transmitted with it are confidential, and may also be legally privileged.  If you are not the intended recipient, you may not review, use, copy, or distribute this message. If you receive this email in error, please notify the sender immediately by reply email and then delete this email.
>> 
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
>> 
>> <ATT00001..txt>
> 
> 
> --
> Fabian Unfried
> Senior Software Engineer
> Zebra Enterprise Solutions
> 
> Rossfelder Str. 65/5, 74564 Crailsheim, Germany
> T+49 7951 96360 F+49 7951 963611
> funfried at zebra.com
> www.zebra.com/zes
> WhereNet * proveo * Multispectral Solutions
> 
> Managing Directors Zebra Enterprise Solutions GmbH:
> Phil Gerskovich, Gilles Pelzer, Michael Smiley
> Registered Office: Ulm, HRB 721672
> VAT Number: DE225496806
> 
> 
> <ATT00001..txt>


--
Fabian Unfried
Senior Software Engineer
Zebra Enterprise Solutions

Rossfelder Str. 65/5, 74564 Crailsheim, Germany
T+49 7951 96360 F+49 7951 963611
funfried at zebra.com
www.zebra.com/zes
WhereNet * proveo * Multispectral Solutions

Managing Directors Zebra Enterprise Solutions GmbH:
Phil Gerskovich, Gilles Pelzer, Michael Smiley
Registered Office: Ulm, HRB 721672
VAT Number: DE225496806

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From funfried at zebra.com  Mon Jul  4 06:02:19 2011
From: funfried at zebra.com (Fabian Unfried)
Date: Mon, 4 Jul 2011 12:02:19 +0200
Subject: [rt-users] Show tickets depending on creator and not owner
In-Reply-To: <A39A0526-F19B-407E-823E-63AAD4FCE514@zebra.com>
References: <A20D4B90-BD71-4351-BA8B-E59168A5AEA2@zebra.com>
	<CABqKps_J8EbjikGM2DAq0H6GZWkErzgQK0Q+gw8a=LB-vimN7Q@mail.gmail.com>
	<142E8C90-9F53-4621-BE56-349C01CEA658@zebra.com>
	<CABqKps_LTXEoyVXY+k+xh9Hg2G39r2GsztcpFENcTALjQQcL=A@mail.gmail.com>
	<A39A0526-F19B-407E-823E-63AAD4FCE514@zebra.com>
Message-ID: <D33869BE-267D-4E0D-B0D9-2F19F606C668@zebra.com>

I was able to do the script by my own, thanks to the rt wiki, if someone is interested in the script, here it is:

my $scrip = 'Script:AutoAddCreatorAsRequestor';

# Get Current Ticket
my $Ticket = $self->TicketObj;
# Get Current Ticket ID
my $Id = $Ticket->id;
# Get E-Mail-Address of creator
my $EmailAddr = $self->TransactionObj->CreatorObj->EmailAddress;
# Get user object of creator
my $User = RT::User->new($RT::SystemUser);
$User->LoadByEmail($EmailAddr);
# Type of watch
my $type = 'Requestor';
# Principal of user
my $Principal = $User->PrincipalId;

# Add the creator as a watcher of type $type (requestor)
my ($ret, $msg) = $Ticket->AddWatcher(Type  => $type, Email => $EmailAddr, PrincipalId => $Principal,);

# Check if adding was successful
if ($ret) {
  $RT::Logger->info("$scrip: New $type watcher added to ticket #$Id: $EmailAddr (#$Principal)");
} else {
  $RT::Logger->error("$scrip: Failed to add new $type watcher to ticket #$Id: $EmailAddr (#$Principal) - $msg");
}

return 1;


It is really similar to this one, but much easier: http://requesttracker.wikia.com/wiki/AddWatchersOnCorrespond
If someone can see some critical code in it, please let me know! Thanks in advance.

And finally, rt is really great, now it does everything I need, nice job guys!


Regards,
Fabian

Am 04.07.2011 um 10:55 schrieb Fabian Unfried:

> Hi Kenn,
> 
> that helped a lot, THANKS! My problem was that I thought the creator is automatically the requestor, I've got everything working as long as I manually add the creator of a ticket as one of the requestors, but how could I automatically do that?
> Could someone tell me how a script would look like, that automatically adds the creator of a ticket as the requestor when the ticket is created?
> 
> Regards,
> Fabian
> 
> 
> Am 01.07.2011 um 18:41 schrieb Kenneth Crocker:
> 
>> Fabian,
>> 
>> First of all, the "Creator" does NOT have to be the Requestor. When creating a new ticket via WebUI, just override the UserID/Email Address to represent the person who wants the work to be done. RT will STILL maintain the creators UserID.
>> 
>> Second, all you have to do is grant "SeeQueue" and "ShowTicket" to the "Requestor" role at whatever level you need this (Queue or Global). You might want to add "ReplyToTicket" as well if you want them to be able to add continuing thoughts (by sending an email to the same Queue address with the ticket number referenced in the subject line) at any time while the ticket is open.
>> 
>> I just gave some basic concepts about rights in this list just awhile ago.
>> 
>> Hope this helps.
>> 
>> Kenn
>> LBNL
>> 
>> On Fri, Jul 1, 2011 at 1:49 AM, Fabian Unfried <funfried at zebra.com> wrote:
>> Hi Kenn,
>> 
>>> Fabian,
>>> 
>>> What is the relationship of your "creator" and the ticket Owner and the ticket Requestor?
>> 
>> Creator => Requestor (sorry, I guess that made my question a bit confusing)
>> As far as I understood rt the owner is the user which the ticket is assigned to, or did I misunderstood something there?
>> 
>>> Are they usually the same?
>> 
>> I think it's some kind of the standard approach, so the requestor stays always the same, but the owner is changing while the ticket will be solved. But my problem is as long as the requestor isn't the owner, the requestors can't see their tickets in their WebUI under open tickets, but I would like that they can see their tickets also when some of the admins or staff (privileged user) is assigned to their tickets. Is this possible?
>> 
>>> Do the tickets get created via email or WebUI?
>> 
>> WebUI
>> 
>> 
>> Regards
>> Fabian
>> 
>> 
>>> 
>>> Kenn
>>> LBNL
>>> 
>>> On Thu, Jun 30, 2011 at 8:34 AM, Fabian Unfried <funfried at zebra.com> wrote:
>>> Hi guys,
>>> 
>>> just started with rt 4.0.1 and it is really great, but one question:
>>> 
>>> Is there a way to show the tickets for the customers (unprivileged users) not only when they are assigned to it but also because they are the creator of a ticket? So to say I would like that a creator of a ticket can always see his/her ticket not only when he/she is assigned to his/her ticket.
>>> 
>>> Thanks in advance.
>>> 
>>> Regards,
>>> Fabian
>>> 
>>> 
>>> - CONFIDENTIAL-
>>> 
>>> This email and any files transmitted with it are confidential, and may also be legally privileged.  If you are not the intended recipient, you may not review, use, copy, or distribute this message. If you receive this email in error, please notify the sender immediately by reply email and then delete this email.
>>> 
>>> --------
>>> 2011 Training: http://bestpractical.com/services/training.html
>>> 
>>> <ATT00001..txt>
>> 
>> 
>> --
>> Fabian Unfried
>> Senior Software Engineer
>> Zebra Enterprise Solutions
>> 
>> Rossfelder Str. 65/5, 74564 Crailsheim, Germany
>> T+49 7951 96360 F+49 7951 963611
>> funfried at zebra.com
>> www.zebra.com/zes
>> WhereNet * proveo * Multispectral Solutions
>> 
>> Managing Directors Zebra Enterprise Solutions GmbH:
>> Phil Gerskovich, Gilles Pelzer, Michael Smiley
>> Registered Office: Ulm, HRB 721672
>> VAT Number: DE225496806
>> 
>> 
>> <ATT00001..txt>
> 
> 
> --
> Fabian Unfried
> Senior Software Engineer
> Zebra Enterprise Solutions
> 
> Rossfelder Str. 65/5, 74564 Crailsheim, Germany
> T+49 7951 96360 F+49 7951 963611
> funfried at zebra.com
> www.zebra.com/zes
> WhereNet * proveo * Multispectral Solutions
> 
> Managing Directors Zebra Enterprise Solutions GmbH:
> Phil Gerskovich, Gilles Pelzer, Michael Smiley
> Registered Office: Ulm, HRB 721672
> VAT Number: DE225496806
> 
> <ATT00001..txt>


--
Fabian Unfried
Senior Software Engineer
Zebra Enterprise Solutions

Rossfelder Str. 65/5, 74564 Crailsheim, Germany
T+49 7951 96360 F+49 7951 963611
funfried at zebra.com
www.zebra.com/zes
WhereNet * proveo * Multispectral Solutions

Managing Directors Zebra Enterprise Solutions GmbH:
Phil Gerskovich, Gilles Pelzer, Michael Smiley
Registered Office: Ulm, HRB 721672
VAT Number: DE225496806

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From seanmcdaid2000 at gmail.com  Mon Jul  4 06:21:28 2011
From: seanmcdaid2000 at gmail.com (Sean McDaid)
Date: Mon, 4 Jul 2011 11:21:28 +0100
Subject: [rt-users] New install of RT4 crashes Internet Explorer 8
In-Reply-To: <23037DC22CE8C3428E7636883099F1AA6F9DB2A529@JXVXMP01.wwcorp.net>
References: <BANLkTin39QZfckbitgqU5XMowXevbhRA_Q@mail.gmail.com>
	<23037DC22CE8C3428E7636883099F1AA6F9D887F17@JXVXMP01.wwcorp.net>
	<BANLkTinxp9mL0=KFbnTzs21Gtfc8s4=Y3w@mail.gmail.com>
	<BANLkTi=VML38uYuRs=5nY7k_CAYu=Lvb+A@mail.gmail.com>
	<BANLkTin_-=S+hOwBL01iKyKGp05+22gttQ@mail.gmail.com>
	<BANLkTimr4Ovrbbt34pGfnvNpvCn6SqwyHg@mail.gmail.com>
	<20110701162129.GQ876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A3A7@JXVXMP01.wwcorp.net>
	<20110701183037.GS876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A3EE@JXVXMP01.wwcorp.net>
	<20110701185151.GT876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A40D@JXVXMP01.wwcorp.net>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A427@JXVXMP01.wwcorp.net>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A529@JXVXMP01.wwcorp.net>
Message-ID: <CANLQjM2ZXcZsUFa9BmiSs1wPCdA8GbqNM77mmDfg-WBhe9xd7g@mail.gmail.com>

Hi, yes zooming also causes the same problem. When I turn off either
scripting or CSS the problem disappears.
I'm trying to figure out what IE is doing differently than Firefox/Chome.

Sean

On Sat, Jul 2, 2011 at 2:11 PM, Christopher Lasater <CLasater at taleo.com>wrote:

> Hey Sean,
>        Does zooming make the problem worse or do we have different issues?
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater
> Sent: Friday, July 01, 2011 3:20 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8
>
> It sounds dumb, but I think the issues I related to zooming in.  If I have
> no zoom at 100% everything works fine.  The second I try to zoom its freezes
> and if I am at 115%, which was my default, then it freezes when I get into
> rt at a glance.  I can zoom in and out like crazy in Firefox without
> experiencing any problems.
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater
> Sent: Friday, July 01, 2011 3:04 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8
>
> Mod_perl2, External Auth to an LDAP server, LDAP Importer.  Not sure what
> else you would be interested in.
>
>
> Problem occurs with or without IE compatibility mode.
>
> <VirtualHost server.example.com:80>
>
>               AddDefaultCharset UTF-8
>
>               DocumentRoot "/opt/rt4/share/html"
>               <Location />
>                   Order allow,deny
>                   Allow from all
>
>                   SetHandler perl-script
>                   PerlResponseHandler Plack::Handler::Apache2
>                   PerlSetVar psgi_app /opt/rt4/sbin/rt-server
>               </Location>
>               <Perl>
>                   use Plack::Handler::Apache2;
>
> Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
>               </Perl>
>           </VirtualHost>
>
>
> Set( $rtname, 'server.example.com');
> Set ($WebPath , "");
> Set ($WebBaseUrl , "server.example.com:80"); Set ($WebURL , "
> http://server.example.com/"); Set ($WebDomain, "server.example.com");
>
> Obviosly I changed my servername to server.example.com all FQDN
>
>
>
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From ktm at rice.edu  Mon Jul  4 15:44:01 2011
From: ktm at rice.edu (ktm at rice.edu)
Date: Mon, 4 Jul 2011 14:44:01 -0500
Subject: [rt-users] New install of RT4 crashes Internet Explorer 8
In-Reply-To: <CANLQjM2ZXcZsUFa9BmiSs1wPCdA8GbqNM77mmDfg-WBhe9xd7g@mail.gmail.com>
References: <BANLkTimr4Ovrbbt34pGfnvNpvCn6SqwyHg@mail.gmail.com>
	<20110701162129.GQ876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A3A7@JXVXMP01.wwcorp.net>
	<20110701183037.GS876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A3EE@JXVXMP01.wwcorp.net>
	<20110701185151.GT876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A40D@JXVXMP01.wwcorp.net>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A427@JXVXMP01.wwcorp.net>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A529@JXVXMP01.wwcorp.net>
	<CANLQjM2ZXcZsUFa9BmiSs1wPCdA8GbqNM77mmDfg-WBhe9xd7g@mail.gmail.com>
Message-ID: <20110704194401.GA15919@staff-mud-56-27.rice.edu>

On Mon, Jul 04, 2011 at 11:21:28AM +0100, Sean McDaid wrote:
> Hi, yes zooming also causes the same problem. When I turn off either
> scripting or CSS the problem disappears.
> I'm trying to figure out what IE is doing differently than Firefox/Chome.
> 
> Sean
> 

As crazy as it seems, IE may actually have a bug. :) I know that Firefox and
Chrome have their share of bugs. Of course, if there is a workaround in RT
that may be faster than waiting for IE to be patched.

Cheers,
Ken


From gavin.henry at gmail.com  Mon Jul  4 18:16:55 2011
From: gavin.henry at gmail.com (Gavin Henry)
Date: Mon, 4 Jul 2011 23:16:55 +0100
Subject: [rt-users] New install of RT4 crashes Internet Explorer 8
In-Reply-To: <20110701162129.GQ876@jibsheet.com>
References: <BANLkTin39QZfckbitgqU5XMowXevbhRA_Q@mail.gmail.com>
	<23037DC22CE8C3428E7636883099F1AA6F9D887F17@JXVXMP01.wwcorp.net>
	<BANLkTinxp9mL0=KFbnTzs21Gtfc8s4=Y3w@mail.gmail.com>
	<BANLkTi=VML38uYuRs=5nY7k_CAYu=Lvb+A@mail.gmail.com>
	<BANLkTin_-=S+hOwBL01iKyKGp05+22gttQ@mail.gmail.com>
	<BANLkTimr4Ovrbbt34pGfnvNpvCn6SqwyHg@mail.gmail.com>
	<20110701162129.GQ876@jibsheet.com>
Message-ID: <CAA8_NKDX1M5GThR1eJDvP7X1-ws8ms0_WD45zo6gV_t0=w18Bg@mail.gmail.com>

On 1 July 2011 17:21, Kevin Falcone <falcone at bestpractical.com> wrote:
> On Fri, Jul 01, 2011 at 11:28:42AM +0100, Sean McDaid wrote:
>> ? ?Yeah I can't recreate the issue there, perhaps I haven't created a large enough
>> ? ?ticket. More likely though it is my configuration or data migration - I had to upgrade
>> ? ?from 3.6 - 4.0 in one go.
>
>> ? ?Is there some way to migrate a 3.6 database directly to 4.0 and then simply hook
>> ? ?this into a RT 4.0 install? This was done manually which I'm skeptical about.
>
> Just read all the instructions in README and docs/UPGRADING-(3.6|3.8|4.0)
> and make sure you follow all them, there are mysql specific upgrades
> AND schema and content changes, all of which must be done.
>
> issues.bestpractical.com has been upgraded for many many years
>
> -kevin

So it's OK to do this? We're on 3.8.10 and have a new 4.0.1 fresh
install and are re-creating all queues/users etc.
and leaving behind all tickets. Can we/should upgrade our 3.8.10 instead?

Thanks.

-- 
http://www.suretecsystems.com/services/openldap/
http://www.surevoip.co.uk


From cloos at netcologne.de  Tue Jul  5 06:15:16 2011
From: cloos at netcologne.de (Christian Loos)
Date: Tue, 5 Jul 2011 12:15:16 +0200
Subject: [rt-users] Show tickets depending on creator and not owner
In-Reply-To: <D33869BE-267D-4E0D-B0D9-2F19F606C668@zebra.com>
References: <A20D4B90-BD71-4351-BA8B-E59168A5AEA2@zebra.com>
	<CABqKps_J8EbjikGM2DAq0H6GZWkErzgQK0Q+gw8a=LB-vimN7Q@mail.gmail.com>
	<142E8C90-9F53-4621-BE56-349C01CEA658@zebra.com>
	<CABqKps_LTXEoyVXY+k+xh9Hg2G39r2GsztcpFENcTALjQQcL=A@mail.gmail.com>
	<A39A0526-F19B-407E-823E-63AAD4FCE514@zebra.com>
	<D33869BE-267D-4E0D-B0D9-2F19F606C668@zebra.com>
Message-ID: <4E12E434.1000406@netcologne.de>

Hi Fabian,

you could simplify you script as you don't need the principal stuff 
here. The scrip would then look like this:

my $scrip = 'Script:AutoAddCreatorAsRequestor';

# Get Current Ticket
my $Ticket = $self->TicketObj;
# Get Current Ticket ID
my $Id = $Ticket->id;
# Get E-Mail-Address of creator
my $EmailAddr = $self->TransactionObj->CreatorObj->EmailAddress;
# Type of watch
my $type = 'Requestor';

# Add the creator as a watcher of type $type (requestor)
my ($ret, $msg) = $Ticket->AddWatcher(Type  => $type, Email => $EmailAddr);

# Check if adding was successful
if ($ret) {
   $RT::Logger->info("$scrip: New $type watcher added to ticket #$Id: 
$EmailAddr");
} else {
   $RT::Logger->error("$scrip: Failed to add new $type watcher to ticket 
#$Id: $EmailAddr - $msg");
}

return 1;

But I don't understand why you need this scrip.
How do you create your tickets? Email, WebUI, REST?

If you create your ticket by email RT will automatic load the creator 
(From email address) as the requestor.
If you create you ticket by WebUI, RT put the email address of the 
currently logged in user in the requestor field.

-Chris

Am 04.07.2011 12:02, schrieb Fabian Unfried:
> my $scrip = 'Script:AutoAddCreatorAsRequestor';
>
> # Get Current Ticket
> my $Ticket = $self->TicketObj;
> # Get Current Ticket ID
> my $Id = $Ticket->id;
> # Get E-Mail-Address of creator
> my $EmailAddr = $self->TransactionObj->CreatorObj->EmailAddress;
> # Get user object of creator
> my $User = RT::User->new($RT::SystemUser);
> $User->LoadByEmail($EmailAddr);
> # Type of watch
> my $type = 'Requestor';
> # Principal of user
> my $Principal = $User->PrincipalId;
>
> # Add the creator as a watcher of type $type (requestor)
> my ($ret, $msg) = $Ticket->AddWatcher(Type  => $type, Email =>
> $EmailAddr, PrincipalId => $Principal,);
>
> # Check if adding was successful
> if ($ret) {
>    $RT::Logger->info("$scrip: New $type watcher added to ticket #$Id:
> $EmailAddr (#$Principal)");
> } else {
>    $RT::Logger->error("$scrip: Failed to add new $type watcher to ticket
> #$Id: $EmailAddr (#$Principal) - $msg");
> }
>
> return 1;



From falcone at bestpractical.com  Tue Jul  5 09:21:02 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 5 Jul 2011 09:21:02 -0400
Subject: [rt-users]
	=?utf-8?b?UlQgZXJyb3Ig4oCcQ291bGRuJ3QgbG9hZCB1c2VyICcn?=
In-Reply-To: <CAA8_NKBbPhvx55NMcGkiW1tDTp07+E+BbA13czpS8bYR6Va+2A@mail.gmail.com>
References: <715776.72049.qm@web29018.mail.ird.yahoo.com>
	<CAA8_NKBbPhvx55NMcGkiW1tDTp07+E+BbA13czpS8bYR6Va+2A@mail.gmail.com>
Message-ID: <20110705132102.GU876@jibsheet.com>

> Although now I can't set the new user a password, but can make them
> privileged. The password sections asked for the root users current
> password and won't let me set one for the normal user!

In a standard RT4, there are 3 password fields
Current Users's password
New Password
Retype Password

You type your password in the first and then the user's password is
typed twice to avoid typos.

-kevin
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From falcone at bestpractical.com  Tue Jul  5 09:21:35 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 5 Jul 2011 09:21:35 -0400
Subject: [rt-users] Get ticket values at specific time
In-Reply-To: <31973205.post@talk.nabble.com>
References: <31973205.post@talk.nabble.com>
Message-ID: <20110705132135.GV876@jibsheet.com>

On Mon, Jul 04, 2011 at 12:50:02AM -0700, bennelli wrote:
> 
> is there a way to get ticket values at a specific time (from the past)?
> I want to create a ticket history which depends on the time.

You'll need to walk backwards through the Transactions for the ticket.

-kevin
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From falcone at bestpractical.com  Tue Jul  5 09:23:08 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 5 Jul 2011 09:23:08 -0400
Subject: [rt-users] New install of RT4 crashes Internet Explorer 8
In-Reply-To: <CAA8_NKDX1M5GThR1eJDvP7X1-ws8ms0_WD45zo6gV_t0=w18Bg@mail.gmail.com>
References: <BANLkTin39QZfckbitgqU5XMowXevbhRA_Q@mail.gmail.com>
	<23037DC22CE8C3428E7636883099F1AA6F9D887F17@JXVXMP01.wwcorp.net>
	<BANLkTinxp9mL0=KFbnTzs21Gtfc8s4=Y3w@mail.gmail.com>
	<BANLkTi=VML38uYuRs=5nY7k_CAYu=Lvb+A@mail.gmail.com>
	<BANLkTin_-=S+hOwBL01iKyKGp05+22gttQ@mail.gmail.com>
	<BANLkTimr4Ovrbbt34pGfnvNpvCn6SqwyHg@mail.gmail.com>
	<20110701162129.GQ876@jibsheet.com>
	<CAA8_NKDX1M5GThR1eJDvP7X1-ws8ms0_WD45zo6gV_t0=w18Bg@mail.gmail.com>
Message-ID: <20110705132308.GW876@jibsheet.com>

On Mon, Jul 04, 2011 at 11:16:55PM +0100, Gavin Henry wrote:
> On 1 July 2011 17:21, Kevin Falcone <falcone at bestpractical.com> wrote:
> > On Fri, Jul 01, 2011 at 11:28:42AM +0100, Sean McDaid wrote:
> >> ? ?Yeah I can't recreate the issue there, perhaps I haven't created a large enough
> >> ? ?ticket. More likely though it is my configuration or data migration - I had to upgrade
> >> ? ?from 3.6 - 4.0 in one go.
> >
> >> ? ?Is there some way to migrate a 3.6 database directly to 4.0 and then simply hook
> >> ? ?this into a RT 4.0 install? This was done manually which I'm skeptical about.
> >
> > Just read all the instructions in README and docs/UPGRADING-(3.6|3.8|4.0)
> > and make sure you follow all them, there are mysql specific upgrades
> > AND schema and content changes, all of which must be done.
> >
> > issues.bestpractical.com has been upgraded for many many years
> 
> So it's OK to do this? We're on 3.8.10 and have a new 4.0.1 fresh
> install and are re-creating all queues/users etc.
> and leaving behind all tickets. Can we/should upgrade our 3.8.10 instead?

Of course it's OK to keep your ticket data. We spent a lot of time
working on upgrade scripts and documentation.

-kevin
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From falcone at bestpractical.com  Tue Jul  5 09:24:16 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 5 Jul 2011 09:24:16 -0400
Subject: [rt-users] New install of RT4 crashes Internet Explorer 8
In-Reply-To: <CANLQjM2ZXcZsUFa9BmiSs1wPCdA8GbqNM77mmDfg-WBhe9xd7g@mail.gmail.com>
References: <BANLkTimr4Ovrbbt34pGfnvNpvCn6SqwyHg@mail.gmail.com>
	<20110701162129.GQ876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A3A7@JXVXMP01.wwcorp.net>
	<20110701183037.GS876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A3EE@JXVXMP01.wwcorp.net>
	<20110701185151.GT876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A40D@JXVXMP01.wwcorp.net>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A427@JXVXMP01.wwcorp.net>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A529@JXVXMP01.wwcorp.net>
	<CANLQjM2ZXcZsUFa9BmiSs1wPCdA8GbqNM77mmDfg-WBhe9xd7g@mail.gmail.com>
Message-ID: <20110705132416.GX876@jibsheet.com>

On Mon, Jul 04, 2011 at 11:21:28AM +0100, Sean McDaid wrote:
>    Hi, yes zooming also causes the same problem. When I turn off either scripting or CSS the
>    problem disappears.
>    I'm trying to figure out what IE is doing differently than Firefox/Chome.

Unfortunately, I'm unable to replicate this with IE8 on
issues.bestpractical.com.  I can believe that IE has issues with
zooming, but without being able to replicate it, it's hard to fix.

Can you tell us more about your specific version of IE and windows
versions.  There are too many variables at play with IE

-kevin


>    On Sat, Jul 2, 2011 at 2:11 PM, Christopher Lasater <[1]CLasater at taleo.com> wrote:
> 
>      Hey Sean,
>      Does zooming make the problem worse or do we have different issues?
>      -----Original Message-----
>      From: [2]rt-users-bounces at lists.bestpractical.com
>      [mailto:[3]rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater
>      Sent: Friday, July 01, 2011 3:20 PM
>      To: [4]rt-users at lists.bestpractical.com
>      Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8
> 
>      It sounds dumb, but I think the issues I related to zooming in. If I have no zoom at 100%
>      everything works fine. The second I try to zoom its freezes and if I am at 115%, which was
>      my default, then it freezes when I get into rt at a glance. I can zoom in and out like crazy
>      in Firefox without experiencing any problems.
>      -----Original Message-----
>      From: [5]rt-users-bounces at lists.bestpractical.com
>      [mailto:[6]rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater
>      Sent: Friday, July 01, 2011 3:04 PM
>      To: [7]rt-users at lists.bestpractical.com
>      Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8
> 
>      Mod_perl2, External Auth to an LDAP server, LDAP Importer. Not sure what else you would be
>      interested in.
> 
>      Problem occurs with or without IE compatibility mode.
> 
>      <VirtualHost [8]server.example.com:80>
> 
>      AddDefaultCharset UTF-8
> 
>      DocumentRoot "/opt/rt4/share/html"
>      <Location />
>      Order allow,deny
>      Allow from all
> 
>      SetHandler perl-script
>      PerlResponseHandler Plack::Handler::Apache2
>      PerlSetVar psgi_app /opt/rt4/sbin/rt-server
>      </Location>
>      <Perl>
>      use Plack::Handler::Apache2;
>      Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
>      </Perl>
>      </VirtualHost>
> 
>      Set( $rtname, '[9]server.example.com');
>      Set ($WebPath , "");
>      Set ($WebBaseUrl , "[10]server.example.com:80"); Set ($WebURL ,
>      "[11]http://server.example.com/"); Set ($WebDomain, "[12]server.example.com");
> 
>      Obviosly I changed my servername to [13]server.example.com all FQDN
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From trs at bestpractical.com  Tue Jul  5 09:43:17 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 05 Jul 2011 09:43:17 -0400
Subject: [rt-users] Certificate based access instead of username/pw
In-Reply-To: <CALWHj_CcJ2nfWyPdiGS1SLgreXOaha61mge3XF9YxQNmm6TiuA@mail.gmail.com>
References: <BANLkTikffaJOvXi0rb0cTsBrZPJt8uKWLg@mail.gmail.com>	<BANLkTikh0MFE6UKU6ueN7052LvrVv61f1A@mail.gmail.com>	<4E0DC647.4080209@bestpractical.com>
	<CALWHj_CcJ2nfWyPdiGS1SLgreXOaha61mge3XF9YxQNmm6TiuA@mail.gmail.com>
Message-ID: <4E1314F5.8030300@bestpractical.com>

On 07/04/2011 08:11 AM, Adrian Stel wrote:
> Hi Thomas,
> 
> 
> I need help with this ;/
> 
> How can I configure Apache to put something to the REMOTE_USER ?

Please keep replies to the list, not personal mail.  The documentation
for Apache is probably a good place to start for how to configure it.

Thomas


From gsollazz at sgul.ac.uk  Tue Jul  5 11:07:40 2011
From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo)
Date: Tue, 05 Jul 2011 16:07:40 +0100
Subject: [rt-users] Still issues with Nagios Autoclose - Commit dies
Message-ID: <4E1328BC.9040705@sgul.ac.uk>

Hi all,
I'm experimenting with the Nagios Autoclose.

It seems I get an abort caused by a null pointer exception.

[Tue Jul  5 14:47:02 2011] [info]: Extracted type, category, host, 
problem_type and problem_severity from
subject with values RECOVERY, Service, sambadev2, sambadev2_root and OK 
(/opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm:35)
[Tue Jul  5 14:47:02 2011] [error]: Scrip Commit 12 died. - Can't call 
method "SetStatus" on an undefined value at 
/opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm 
line 76.

Stack:
   
[/opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm:76]
   [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]
   [/opt/rt4/sbin/../lib/RT/Scrip.pm:475]
   [/opt/rt4/sbin/../lib/RT/Scrips.pm:189]
   [/opt/rt4/sbin/../lib/RT/Transaction.pm:198]
   [/opt/rt4/sbin/../lib/RT/Record.pm:1450]
   [/opt/rt4/sbin/../lib/RT/Ticket.pm:669]
   [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1495]
   [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] 
(/opt/rt4/sbin/../lib/RT/Scrip.pm:483)
[Tue Jul  5 14:47:02 2011] [info]: Ticket 306 created in queue 'Nagios' 
by gsollazz (/opt/rt4/sbin/../lib/RT/Ticket.pm:681)


What is causing this?

I have this as my reg exp:

     if ( my ( $type, $category, $host, $problem_type, $problem_severity ) =
         $subject =~
m{(PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+(Service|Host) Alert: 
([^/]+)/?(.*)\s+is\s+(\w+)}i
       ) 
#m{(PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+alert\s+-\s+(Service|Host): 
([^/]+)/?(.*)\s+is\s+(\w+)}i 
#qr{(PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+(Service|Host) Alert: 
([^/]+)/?(.*)\s+is\s+(\w+)}i
     {
         $problem_type ||= '';
         $RT::Logger->info(
"Extracted type, category, host, problem_type and problem_severity from
subject with values $type, $category, $host, $problem_type and 
$problem_severity"
         );
         my $tickets = RT::Tickets->new( $self->CurrentUser );
         $tickets->LimitQueue( VALUE => $new_ticket->Queue )
           unless RT->Config->Get('NagiosSearchAllQueues');
         $tickets->LimitSubject(
             VALUE => "$category $host"
               . ( $problem_type ? "/$problem_type" : '' ),
             OPERATOR => 'LIKE',
         );
         my @active = RT::Queue->ActiveStatusArray();
         for my $active (@active) {
             $tickets->LimitStatus(
                 VALUE    => $active,
                 OPERATOR => '=',
             );
         }

However, line 78 is just this:

                 my ( $ret, $msg ) = $merged_ticket->SetStatus($resolved);

So I assume somewhat it doesn't manage to merge the tickets. But why 
does it fail here and not, say, when it calls "MergeInto"?

Thanks to anyone who can help,
Giuseppe

-- 
____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




From SHersker at TNGUS.com  Tue Jul  5 12:07:05 2011
From: SHersker at TNGUS.com (Hersker, Steve)
Date: Tue, 5 Jul 2011 12:07:05 -0400
Subject: [rt-users] What RT statistics/metrics do you report on?
Message-ID: <90C71D62835D734386E14C865CC4DD9A383ED2@tng-exchange.tngus.com>

Not a technical issue, but I was wondering what RT stats folks report
on/review periodically?

For 5+ years, our RT reports consisted of exporting to an Excel
spreadsheet followed by copy/paste/update of formulas/etc.  Mildly time
consuming but the larger issues we had were that we were unable to
report stats based on a user's Organization and we were unable to get a
lot of detail on a per-engineer basis. 

When we upgraded to RT 4.0, I took the opportunity to add a couple of
custom fields and wrote a Perl script to extract and report on various
metrics instead of using Excel. This allows us to now report on
Division/Site (stored in the Organization field) and get more detail for
each support engineer.

For example, we report monthly on the following (both overall and per
support engineer):
Tickets Created
Tickets Resolved
Hours recorded & % of hours recorded (based on business days in month)
Average minutes per ticket
% Submitted via Phone
% Submitted via Email 
Average days to resolve
Resolved Same Day 
Resolved Next Day
Resolved two or more days
  [A note on the "Resolved" calculations: I use date::manip to calculate
business days instead of calendar days. Eg a ticket comes in at 4:30pm
on Friday and is resolved by 9:00am Monday, that's "resolved - same day"
- within 8 business hours. The old Excel reports would show that as
resolved in 3 days, which to me wasn't fair.]

Ticket count, hours and Avg min/ticket (% and total for each) for 
- Ticket "Type" (Issue, Request or Project)
- Ticket "Category" (problem category and topic, eg. "Workstation" and
then within that "Application install/fix", "hardware repair/upgrade",
"OS fix/rebuild", etc)
- Division

Then, "Top Five" by both ticket count and time recorded:
- Category / Topic
- Site

One small issue is that ticket time is only allocated to the Owner of
the ticket. So, if someone records 2 hours of time on a ticket they
don't own, they don't get credit for it. But, in our group that's a
fairly small occurrence. Also "time recorded" is only reported on
tickets that were Resolved the previous month. So, if an engineer logged
40 hours on a ticket but didn't resolve it yet, that time doesn't show
up until the next month (or whenever they resolve the ticket). I'd
rather see actual time recorded in a month but, again, not yet worth the
effort to adjust the report, especially since the time shows up sooner
or later.
 
One stat I'd like to add soon is Average Minutes per User (per Site).
For example, if we have Site A with 50 users and Site B with 5 users and
both have 10 hours of time, that might not stand out in the "Top Five"
but would in Minutes/User, prompting me to wonder and research why we
spend 10x more support for the smaller site etc.

I realize with RT's infinite flexibility, there are a great many ways to
use it. But, I am curious to see what else anyone might report on?

Thanks!
Steve




From falcone at bestpractical.com  Tue Jul  5 12:10:47 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 5 Jul 2011 12:10:47 -0400
Subject: [rt-users] Still issues with Nagios Autoclose - Commit dies
In-Reply-To: <4E1328BC.9040705@sgul.ac.uk>
References: <4E1328BC.9040705@sgul.ac.uk>
Message-ID: <20110705161047.GA27846@jibsheet.com>

On Tue, Jul 05, 2011 at 04:07:40PM +0100, Giuseppe Sollazzo wrote:
> Hi all,
> I'm experimenting with the Nagios Autoclose.
> 
> It seems I get an abort caused by a null pointer exception.

Giuseppe

This appears to be the same error you were seeing 2 weeks ago when
sunnavy replied with a comment and possible solution.
Have you implemented his code change?

-kevin

> [Tue Jul  5 14:47:02 2011] [info]: Extracted type, category, host,
> problem_type and problem_severity from
> subject with values RECOVERY, Service, sambadev2, sambadev2_root and
> OK (/opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm:35)
> [Tue Jul  5 14:47:02 2011] [error]: Scrip Commit 12 died. - Can't
> call method "SetStatus" on an undefined value at /opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm
> line 76.
> 
> Stack:
> [/opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm:76]
>   [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]
>   [/opt/rt4/sbin/../lib/RT/Scrip.pm:475]
>   [/opt/rt4/sbin/../lib/RT/Scrips.pm:189]
>   [/opt/rt4/sbin/../lib/RT/Transaction.pm:198]
>   [/opt/rt4/sbin/../lib/RT/Record.pm:1450]
>   [/opt/rt4/sbin/../lib/RT/Ticket.pm:669]
>   [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1495]
>   [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]
> (/opt/rt4/sbin/../lib/RT/Scrip.pm:483)
> [Tue Jul  5 14:47:02 2011] [info]: Ticket 306 created in queue
> 'Nagios' by gsollazz (/opt/rt4/sbin/../lib/RT/Ticket.pm:681)
> 
> 
> What is causing this?
> 
> I have this as my reg exp:
> 
>     if ( my ( $type, $category, $host, $problem_type, $problem_severity ) =
>         $subject =~
> m{(PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+(Service|Host) Alert:
> ([^/]+)/?(.*)\s+is\s+(\w+)}i
>       )
> #m{(PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+alert\s+-\s+(Service|Host):
> ([^/]+)/?(.*)\s+is\s+(\w+)}i
> #qr{(PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+(Service|Host) Alert:
> ([^/]+)/?(.*)\s+is\s+(\w+)}i
>     {
>         $problem_type ||= '';
>         $RT::Logger->info(
> "Extracted type, category, host, problem_type and problem_severity from
> subject with values $type, $category, $host, $problem_type and
> $problem_severity"
>         );
>         my $tickets = RT::Tickets->new( $self->CurrentUser );
>         $tickets->LimitQueue( VALUE => $new_ticket->Queue )
>           unless RT->Config->Get('NagiosSearchAllQueues');
>         $tickets->LimitSubject(
>             VALUE => "$category $host"
>               . ( $problem_type ? "/$problem_type" : '' ),
>             OPERATOR => 'LIKE',
>         );
>         my @active = RT::Queue->ActiveStatusArray();
>         for my $active (@active) {
>             $tickets->LimitStatus(
>                 VALUE    => $active,
>                 OPERATOR => '=',
>             );
>         }
> 
> However, line 78 is just this:
> 
>                 my ( $ret, $msg ) = $merged_ticket->SetStatus($resolved);
> 
> So I assume somewhat it doesn't manage to merge the tickets. But why
> does it fail here and not, say, when it calls "MergeInto"?
> 
> Thanks to anyone who can help,
> Giuseppe
> 
> -- 
> ____________________________________
> 
> Giuseppe Sollazzo
> Senior Systems Analyst
> Computing Services
> Information Services
> St. George's, University Of London
> Cranmer Terrace
> London SW17 0RE
> 
> Email: gsollazz at sgul.ac.uk
> Direct Dial: +44 20 8725 5160
> Fax: +44 20 8725 3583
> 
> 
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html
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From CLasater at taleo.com  Tue Jul  5 12:56:16 2011
From: CLasater at taleo.com (Christopher Lasater)
Date: Tue, 5 Jul 2011 12:56:16 -0400
Subject: [rt-users] New install of RT4 crashes Internet Explorer 8
In-Reply-To: <20110705132416.GX876@jibsheet.com>
References: <BANLkTimr4Ovrbbt34pGfnvNpvCn6SqwyHg@mail.gmail.com>
	<20110701162129.GQ876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A3A7@JXVXMP01.wwcorp.net>
	<20110701183037.GS876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A3EE@JXVXMP01.wwcorp.net>
	<20110701185151.GT876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A40D@JXVXMP01.wwcorp.net>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A427@JXVXMP01.wwcorp.net>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A529@JXVXMP01.wwcorp.net>
	<CANLQjM2ZXcZsUFa9BmiSs1wPCdA8GbqNM77mmDfg-WBhe9xd7g@mail.gmail.com>
	<20110705132416.GX876@jibsheet.com>
Message-ID: <23037DC22CE8C3428E7636883099F1AA6F9DB2A7D7@JXVXMP01.wwcorp.net>

Unfortunately I experience the problem with my local RT4.0.1 but not the issues.bestpractical.com.  So its more than just what version of IE you have.  When changing the zoom level I can even get it to lock up before logging in.  Do you have any config changes on the apache side for issues.bestpractical.com? mod_perl or fastcgi?


IE Version 8.0.7600.16385 both 32 and 64bit version
Windows 7 x64



-----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, July 05, 2011 9:24 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8

On Mon, Jul 04, 2011 at 11:21:28AM +0100, Sean McDaid wrote:
>    Hi, yes zooming also causes the same problem. When I turn off either scripting or CSS the
>    problem disappears.
>    I'm trying to figure out what IE is doing differently than Firefox/Chome.

Unfortunately, I'm unable to replicate this with IE8 on issues.bestpractical.com.  I can believe that IE has issues with zooming, but without being able to replicate it, it's hard to fix.

Can you tell us more about your specific version of IE and windows versions.  There are too many variables at play with IE

-kevin


>    On Sat, Jul 2, 2011 at 2:11 PM, Christopher Lasater <[1]CLasater at taleo.com> wrote:
> 
>      Hey Sean,
>      Does zooming make the problem worse or do we have different issues?
>      -----Original Message-----
>      From: [2]rt-users-bounces at lists.bestpractical.com
>      [mailto:[3]rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater
>      Sent: Friday, July 01, 2011 3:20 PM
>      To: [4]rt-users at lists.bestpractical.com
>      Subject: Re: [rt-users] New install of RT4 crashes Internet 
> Explorer 8
> 
>      It sounds dumb, but I think the issues I related to zooming in. If I have no zoom at 100%
>      everything works fine. The second I try to zoom its freezes and if I am at 115%, which was
>      my default, then it freezes when I get into rt at a glance. I can zoom in and out like crazy
>      in Firefox without experiencing any problems.
>      -----Original Message-----
>      From: [5]rt-users-bounces at lists.bestpractical.com
>      [mailto:[6]rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater
>      Sent: Friday, July 01, 2011 3:04 PM
>      To: [7]rt-users at lists.bestpractical.com
>      Subject: Re: [rt-users] New install of RT4 crashes Internet 
> Explorer 8
> 
>      Mod_perl2, External Auth to an LDAP server, LDAP Importer. Not sure what else you would be
>      interested in.
> 
>      Problem occurs with or without IE compatibility mode.
> 
>      <VirtualHost [8]server.example.com:80>
> 
>      AddDefaultCharset UTF-8
> 
>      DocumentRoot "/opt/rt4/share/html"
>      <Location />
>      Order allow,deny
>      Allow from all
> 
>      SetHandler perl-script
>      PerlResponseHandler Plack::Handler::Apache2
>      PerlSetVar psgi_app /opt/rt4/sbin/rt-server
>      </Location>
>      <Perl>
>      use Plack::Handler::Apache2;
>      Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
>      </Perl>
>      </VirtualHost>
> 
>      Set( $rtname, '[9]server.example.com');
>      Set ($WebPath , "");
>      Set ($WebBaseUrl , "[10]server.example.com:80"); Set ($WebURL ,
>      "[11]http://server.example.com/"); Set ($WebDomain, 
> "[12]server.example.com");
> 
>      Obviosly I changed my servername to [13]server.example.com all 
> FQDN
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From kfcrocker at lbl.gov  Tue Jul  5 13:11:08 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 5 Jul 2011 10:11:08 -0700
Subject: [rt-users] What RT statistics/metrics do you report on?
In-Reply-To: <90C71D62835D734386E14C865CC4DD9A383ED2@tng-exchange.tngus.com>
References: <90C71D62835D734386E14C865CC4DD9A383ED2@tng-exchange.tngus.com>
Message-ID: <CABqKps9Ae3CPYWGmqDQzgDyTq6oy+rA36rSxMKpWsDFQ+rBtHg@mail.gmail.com>

Steve,

I believe the "Time Worked" report offered in the wiki has some of the
answers for you. That code pulls up time reported from the TRANSACTION
table. So whether or not a ticket is resolved bears doesn't matter, neither
does the ticket owner. Anyone who reports time against a ticket creates a
record in t he transaction file. Sooo, you might want to look at that code
and borrow some of it for your own purposes.

Kenn
LBNL

On Tue, Jul 5, 2011 at 9:07 AM, Hersker, Steve <SHersker at tngus.com> wrote:

> Not a technical issue, but I was wondering what RT stats folks report
> on/review periodically?
>
> For 5+ years, our RT reports consisted of exporting to an Excel
> spreadsheet followed by copy/paste/update of formulas/etc.  Mildly time
> consuming but the larger issues we had were that we were unable to
> report stats based on a user's Organization and we were unable to get a
> lot of detail on a per-engineer basis.
>
> When we upgraded to RT 4.0, I took the opportunity to add a couple of
> custom fields and wrote a Perl script to extract and report on various
> metrics instead of using Excel. This allows us to now report on
> Division/Site (stored in the Organization field) and get more detail for
> each support engineer.
>
> For example, we report monthly on the following (both overall and per
> support engineer):
> Tickets Created
> Tickets Resolved
> Hours recorded & % of hours recorded (based on business days in month)
> Average minutes per ticket
> % Submitted via Phone
> % Submitted via Email
> Average days to resolve
> Resolved Same Day
> Resolved Next Day
> Resolved two or more days
>  [A note on the "Resolved" calculations: I use date::manip to calculate
> business days instead of calendar days. Eg a ticket comes in at 4:30pm
> on Friday and is resolved by 9:00am Monday, that's "resolved - same day"
> - within 8 business hours. The old Excel reports would show that as
> resolved in 3 days, which to me wasn't fair.]
>
> Ticket count, hours and Avg min/ticket (% and total for each) for
> - Ticket "Type" (Issue, Request or Project)
> - Ticket "Category" (problem category and topic, eg. "Workstation" and
> then within that "Application install/fix", "hardware repair/upgrade",
> "OS fix/rebuild", etc)
> - Division
>
> Then, "Top Five" by both ticket count and time recorded:
> - Category / Topic
> - Site
>
> One small issue is that ticket time is only allocated to the Owner of
> the ticket. So, if someone records 2 hours of time on a ticket they
> don't own, they don't get credit for it. But, in our group that's a
> fairly small occurrence. Also "time recorded" is only reported on
> tickets that were Resolved the previous month. So, if an engineer logged
> 40 hours on a ticket but didn't resolve it yet, that time doesn't show
> up until the next month (or whenever they resolve the ticket). I'd
> rather see actual time recorded in a month but, again, not yet worth the
> effort to adjust the report, especially since the time shows up sooner
> or later.
>
> One stat I'd like to add soon is Average Minutes per User (per Site).
> For example, if we have Site A with 50 users and Site B with 5 users and
> both have 10 hours of time, that might not stand out in the "Top Five"
> but would in Minutes/User, prompting me to wonder and research why we
> spend 10x more support for the smaller site etc.
>
> I realize with RT's infinite flexibility, there are a great many ways to
> use it. But, I am curious to see what else anyone might report on?
>
> Thanks!
> Steve
>
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
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From falcone at bestpractical.com  Tue Jul  5 13:32:34 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 5 Jul 2011 13:32:34 -0400
Subject: [rt-users] New install of RT4 crashes Internet Explorer 8
In-Reply-To: <23037DC22CE8C3428E7636883099F1AA6F9DB2A7D7@JXVXMP01.wwcorp.net>
References: <23037DC22CE8C3428E7636883099F1AA6F9DB2A3A7@JXVXMP01.wwcorp.net>
	<20110701183037.GS876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A3EE@JXVXMP01.wwcorp.net>
	<20110701185151.GT876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A40D@JXVXMP01.wwcorp.net>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A427@JXVXMP01.wwcorp.net>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A529@JXVXMP01.wwcorp.net>
	<CANLQjM2ZXcZsUFa9BmiSs1wPCdA8GbqNM77mmDfg-WBhe9xd7g@mail.gmail.com>
	<20110705132416.GX876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A7D7@JXVXMP01.wwcorp.net>
Message-ID: <20110705173234.GB27846@jibsheet.com>

On Tue, Jul 05, 2011 at 12:56:16PM -0400, Christopher Lasater wrote:
> Unfortunately I experience the problem with my local RT4.0.1 but not
> the issues.bestpractical.com. So its more than just what version of IE
> you have. When changing the zoom level I can even get it to lock up
> before logging in. Do you have any config changes on the apache side
> for issues.bestpractical.com? mod_perl or fastcgi?

We're running a very vanilla mod_fastcgi setup, based on the
documentation we ship with RT.

> IE Version 8.0.7600.16385 both 32 and 64bit version
> Windows 7 x64

I'm on an older IE8 release, but with WinXP for my IE8 machine.
Unfortunately, my Win7 machines are already running IE9 for testing.

-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: Tuesday, July 05, 2011 9:24 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8
> 
> On Mon, Jul 04, 2011 at 11:21:28AM +0100, Sean McDaid wrote:
> >    Hi, yes zooming also causes the same problem. When I turn off either scripting or CSS the
> >    problem disappears.
> >    I'm trying to figure out what IE is doing differently than Firefox/Chome.
> 
> Unfortunately, I'm unable to replicate this with IE8 on issues.bestpractical.com.  I can believe that IE has issues with zooming, but without being able to replicate it, it's hard to fix.
> 
> Can you tell us more about your specific version of IE and windows versions.  There are too many variables at play with IE
> 
> -kevin
> 
> 
> >    On Sat, Jul 2, 2011 at 2:11 PM, Christopher Lasater <[1]CLasater at taleo.com> wrote:
> > 
> >      Hey Sean,
> >      Does zooming make the problem worse or do we have different issues?
> >      -----Original Message-----
> >      From: [2]rt-users-bounces at lists.bestpractical.com
> >      [mailto:[3]rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater
> >      Sent: Friday, July 01, 2011 3:20 PM
> >      To: [4]rt-users at lists.bestpractical.com
> >      Subject: Re: [rt-users] New install of RT4 crashes Internet 
> > Explorer 8
> > 
> >      It sounds dumb, but I think the issues I related to zooming in. If I have no zoom at 100%
> >      everything works fine. The second I try to zoom its freezes and if I am at 115%, which was
> >      my default, then it freezes when I get into rt at a glance. I can zoom in and out like crazy
> >      in Firefox without experiencing any problems.
> >      -----Original Message-----
> >      From: [5]rt-users-bounces at lists.bestpractical.com
> >      [mailto:[6]rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater
> >      Sent: Friday, July 01, 2011 3:04 PM
> >      To: [7]rt-users at lists.bestpractical.com
> >      Subject: Re: [rt-users] New install of RT4 crashes Internet 
> > Explorer 8
> > 
> >      Mod_perl2, External Auth to an LDAP server, LDAP Importer. Not sure what else you would be
> >      interested in.
> > 
> >      Problem occurs with or without IE compatibility mode.
> > 
> >      <VirtualHost [8]server.example.com:80>
> > 
> >      AddDefaultCharset UTF-8
> > 
> >      DocumentRoot "/opt/rt4/share/html"
> >      <Location />
> >      Order allow,deny
> >      Allow from all
> > 
> >      SetHandler perl-script
> >      PerlResponseHandler Plack::Handler::Apache2
> >      PerlSetVar psgi_app /opt/rt4/sbin/rt-server
> >      </Location>
> >      <Perl>
> >      use Plack::Handler::Apache2;
> >      Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
> >      </Perl>
> >      </VirtualHost>
> > 
> >      Set( $rtname, '[9]server.example.com');
> >      Set ($WebPath , "");
> >      Set ($WebBaseUrl , "[10]server.example.com:80"); Set ($WebURL ,
> >      "[11]http://server.example.com/"); Set ($WebDomain, 
> > "[12]server.example.com");
> > 
> >      Obviosly I changed my servername to [13]server.example.com all 
> > FQDN

> -----BEGIN PGP SIGNATURE-----
> Version: 10.1.0 (Build 860)
> 
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> eOSPOJkWcalITLChCUYgOqMp7sXqH53m1WaJcHz3nlhuHjZqZy70bw==
> =OSD3
> -----END PGP SIGNATURE-----


> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html

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From mlindsay at kirkmangroup.com  Tue Jul  5 13:41:23 2011
From: mlindsay at kirkmangroup.com (Mike Lindsay)
Date: Tue, 5 Jul 2011 10:41:23 -0700
Subject: [rt-users] New install of RT4 crashes Internet Explorer 8
In-Reply-To: <20110705173234.GB27846@jibsheet.com>
References: <23037DC22CE8C3428E7636883099F1AA6F9DB2A3A7@JXVXMP01.wwcorp.net>
	<20110701183037.GS876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A3EE@JXVXMP01.wwcorp.net>
	<20110701185151.GT876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A40D@JXVXMP01.wwcorp.net>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A427@JXVXMP01.wwcorp.net>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A529@JXVXMP01.wwcorp.net>
	<CANLQjM2ZXcZsUFa9BmiSs1wPCdA8GbqNM77mmDfg-WBhe9xd7g@mail.gmail.com>
	<20110705132416.GX876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A7D7@JXVXMP01.wwcorp.net>
	<20110705173234.GB27846@jibsheet.com>
Message-ID: <CALBkkk=XnS+yDWbE8AOqqD=iX3LVPNCC2xOM_o1Q7cgTfqFVJw@mail.gmail.com>

Sort of unrelated to RT4, but I noticed one of my HR machines with IE8 quit
working at http://www.openerp.com/products/hr.  It would just crash the page
(sit there loading forever, never finish).  The page previously worked for
them.  Sounded similar to the problems I've seen reported here.  I installed
Chrome to get around the issue, I *assumed* some patch just came out for IE
that caused this problem, but hadn't had time to look at the history of IE
patches on the affected machine.

On Tue, Jul 5, 2011 at 10:32 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Tue, Jul 05, 2011 at 12:56:16PM -0400, Christopher Lasater wrote:
> > Unfortunately I experience the problem with my local RT4.0.1 but not
> > the issues.bestpractical.com. So its more than just what version of IE
> > you have. When changing the zoom level I can even get it to lock up
> > before logging in. Do you have any config changes on the apache side
> > for issues.bestpractical.com? mod_perl or fastcgi?
>
> We're running a very vanilla mod_fastcgi setup, based on the
> documentation we ship with RT.
>
> > IE Version 8.0.7600.16385 both 32 and 64bit version
> > Windows 7 x64
>
> I'm on an older IE8 release, but with WinXP for my IE8 machine.
> Unfortunately, my Win7 machines are already running IE9 for testing.
>
> -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: Tuesday, July 05, 2011 9:24 AM
> > To: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8
> >
> > On Mon, Jul 04, 2011 at 11:21:28AM +0100, Sean McDaid wrote:
> > >    Hi, yes zooming also causes the same problem. When I turn off either
> scripting or CSS the
> > >    problem disappears.
> > >    I'm trying to figure out what IE is doing differently than
> Firefox/Chome.
> >
> > Unfortunately, I'm unable to replicate this with IE8 on
> issues.bestpractical.com.  I can believe that IE has issues with zooming,
> but without being able to replicate it, it's hard to fix.
> >
> > Can you tell us more about your specific version of IE and windows
> versions.  There are too many variables at play with IE
> >
> > -kevin
> >
> >
> > >    On Sat, Jul 2, 2011 at 2:11 PM, Christopher Lasater <[1]
> CLasater at taleo.com> wrote:
> > >
> > >      Hey Sean,
> > >      Does zooming make the problem worse or do we have different
> issues?
> > >      -----Original Message-----
> > >      From: [2]rt-users-bounces at lists.bestpractical.com
> > >      [mailto:[3]rt-users-bounces at lists.bestpractical.com] On Behalf Of
> Christopher Lasater
> > >      Sent: Friday, July 01, 2011 3:20 PM
> > >      To: [4]rt-users at lists.bestpractical.com
> > >      Subject: Re: [rt-users] New install of RT4 crashes Internet
> > > Explorer 8
> > >
> > >      It sounds dumb, but I think the issues I related to zooming in. If
> I have no zoom at 100%
> > >      everything works fine. The second I try to zoom its freezes and if
> I am at 115%, which was
> > >      my default, then it freezes when I get into rt at a glance. I can
> zoom in and out like crazy
> > >      in Firefox without experiencing any problems.
> > >      -----Original Message-----
> > >      From: [5]rt-users-bounces at lists.bestpractical.com
> > >      [mailto:[6]rt-users-bounces at lists.bestpractical.com] On Behalf Of
> Christopher Lasater
> > >      Sent: Friday, July 01, 2011 3:04 PM
> > >      To: [7]rt-users at lists.bestpractical.com
> > >      Subject: Re: [rt-users] New install of RT4 crashes Internet
> > > Explorer 8
> > >
> > >      Mod_perl2, External Auth to an LDAP server, LDAP Importer. Not
> sure what else you would be
> > >      interested in.
> > >
> > >      Problem occurs with or without IE compatibility mode.
> > >
> > >      <VirtualHost [8]server.example.com:80>
> > >
> > >      AddDefaultCharset UTF-8
> > >
> > >      DocumentRoot "/opt/rt4/share/html"
> > >      <Location />
> > >      Order allow,deny
> > >      Allow from all
> > >
> > >      SetHandler perl-script
> > >      PerlResponseHandler Plack::Handler::Apache2
> > >      PerlSetVar psgi_app /opt/rt4/sbin/rt-server
> > >      </Location>
> > >      <Perl>
> > >      use Plack::Handler::Apache2;
> > >      Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
> > >      </Perl>
> > >      </VirtualHost>
> > >
> > >      Set( $rtname, '[9]server.example.com');
> > >      Set ($WebPath , "");
> > >      Set ($WebBaseUrl , "[10]server.example.com:80"); Set ($WebURL ,
> > >      "[11]http://server.example.com/"); Set ($WebDomain,
> > > "[12]server.example.com");
> > >
> > >      Obviosly I changed my servername to [13]server.example.com all
> > > FQDN
>
> > -----BEGIN PGP SIGNATURE-----
> > Version: 10.1.0 (Build 860)
> >
> > iQEVAwUBThNCMHUEnna91A87AQjh5wf/UDuwf+y+PcLFxlPrdOn9jYykKSzjfWKg
> > qJZnBcc7DK+OM/XES0puVrfj5B6pKrOSc50kx22GQez0L8fyTbKxEHUcIzTpIrEK
> > dq8sqgUDBPjSYXSGxDOBxkubvzelEKBdHhYsrVeYTpkNaha+UESd13cImn8ucnzS
> > ywTKHGibrxc6oAk6xj8/IPQCZuaQcQyeGB/jB4M8PJjR93Tn7a/V/Cnyi3blvYHl
> > eQxo9uKnTJPYXGEhtJd623HPWre45dJ9IHwtAMcmen5ik+5QeMVt898bh7kkdAbg
> > eOSPOJkWcalITLChCUYgOqMp7sXqH53m1WaJcHz3nlhuHjZqZy70bw==
> > =OSD3
> > -----END PGP SIGNATURE-----
>
>
> >
> > --------
> > 2011 Training: http://bestpractical.com/services/training.html
>
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>



-- 
Thanks!

Mike Lindsay
Kirkman Group, Inc.
(503)783-2745
mlindsay at kirkmangroup.com

*CONFIDENTIALITY NOTICE:* This e-mail transmission may contain confidential
and privileged information or information proprietary to the sender or
exempt from disclosure under state or federal law, including HIPPA.  Unless
you are the named recipient, you may not use, copy or disclose to anyone the
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this message by mistake, please notify the sender by reply e-mail and delete
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From kfcrocker at lbl.gov  Tue Jul  5 14:31:23 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 5 Jul 2011 11:31:23 -0700
Subject: [rt-users] Faking {$Transaction->Content()}
In-Reply-To: <BANLkTi=Cf1JCN9eEO9VpcP2tnJ9czxAd+w@mail.gmail.com>
References: <BANLkTi=Cf1JCN9eEO9VpcP2tnJ9czxAd+w@mail.gmail.com>
Message-ID: <CABqKps81-5ASK+XFS2GDKp5R7fUX5DLcu5D6+0F78zmsaA+Q9g@mail.gmail.com>

Mauricio,

What is it you want to do? It sounds like you want to put the last
correspondence of a ticket into an email/template when the owner of a ticket
is changed. Is that right? Technically, there WAS a transaction record
created, but since it only involved an owner change, that's the only info on
the transaction record.

If this is what you want to do, it CAN be done fairly easily with a scrip.
What you want to do is pull up the *last comment transaction* entered for
that ticket. You can do that IN a template.

Hope this helps.

Kenn
LBNL

On Thu, Jun 30, 2011 at 2:59 PM, Mauricio Tavares <raubvogel at gmail.com>wrote:

>      From what I understand (thanks trs), in an on Owner Change event
> you cannot rely on using {$Transaction->Content()} to copy the last
> message/correspondence in a given ticket because no transaction was
> created. So, how can you fake it in an template? If the content was
> only a text file, it is not hard to do it, but what happens when you
> also have attachments? I wrote the following template,
>
> {
>   my $thingie = "Attachments:";
>   my $Transactions = $Ticket->Transactions;
>
>   $Transactions->Limit( FIELD => 'Type',
>                           VALUE => "Correspond"
>                         );
>   # $Rt::Logger->debug("Find Transaction");
>   my $TransactionObj = $Transactions->Last;
>      my $AttachmentsObj =
> RT::Attachments->new($TransactionObj->CurrentUser);
>      $AttachmentsObj->Limit( FIELD => 'TransactionID',
>                              VALUE => $TransactionObj->id
>                            );
>      while ( my $a = $AttachmentsObj->Next ) {
>         $thingie .= "\nFound an attachment with encoding " .
> $a->ContentType . " and ID " . $a->id;
>         if ( $a->ContentType eq 'text/plain' || $a->ContentType eq
> 'text/html'){
>            $thingie .= "\nContent:\n" . $a->Content;
>         }
>         elseif ( $a->ContentType eq 'multipart/mixed') {
>         }
>         else {
>            $thingie .= "\n" . $RT::WebURL ."/Ticket/Attachment/".
> $a->TransactionId ."/". $a->id ."/". $a->Filename;
>            $thingie .= "\n    ";
>         }
>      }
>   $thingie;
> }
>
> which finds the attachments and put links for the non-text (from
> http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail)
> attachments, but what I really want is, well, emulate
> {$Transaction->Content()}. Would anyone have any pointers?
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
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From gsollazz at sgul.ac.uk  Tue Jul  5 14:32:24 2011
From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo - mobile)
Date: Tue, 05 Jul 2011 19:32:24 +0100
Subject: [rt-users] Still issues with Nagios Autoclose - Commit dies
Message-ID: <jkrl40fhqo7blmtc6kxsm86j.1309890744521@email.android.com>

Uhm... apologies to all.
 I'll head back to the archives, I must have done something weird with the codebase.

Kevin Falcone <falcone at bestpractical.com> wrote:

>On Tue, Jul 05, 2011 at 04:07:40PM +0100, Giuseppe Sollazzo wrote:
>> Hi all,
>> I'm experimenting with the Nagios Autoclose.
>> 
>> It seems I get an abort caused by a null pointer exception.
>
>Giuseppe
>
>This appears to be the same error you were seeing 2 weeks ago when
>sunnavy replied with a comment and possible solution.
>Have you implemented his code change?
>
>-kevin
>
>> [Tue Jul  5 14:47:02 2011] [info]: Extracted type, category, host,
>> problem_type and problem_severity from
>> subject with values RECOVERY, Service, sambadev2, sambadev2_root and
>> OK (/opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm:35)
>> [Tue Jul  5 14:47:02 2011] [error]: Scrip Commit 12 died. - Can't
>> call method "SetStatus" on an undefined value at /opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm
>> line 76.
>> 
>> Stack:
>> [/opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm:76]
>>   [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]
>>   [/opt/rt4/sbin/../lib/RT/Scrip.pm:475]
>>   [/opt/rt4/sbin/../lib/RT/Scrips.pm:189]
>>   [/opt/rt4/sbin/../lib/RT/Transaction.pm:198]
>>   [/opt/rt4/sbin/../lib/RT/Record.pm:1450]
>>   [/opt/rt4/sbin/../lib/RT/Ticket.pm:669]
>>   [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1495]
>>   [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]
>> (/opt/rt4/sbin/../lib/RT/Scrip.pm:483)
>> [Tue Jul  5 14:47:02 2011] [info]: Ticket 306 created in queue
>> 'Nagios' by gsollazz (/opt/rt4/sbin/../lib/RT/Ticket.pm:681)
>> 
>> 
>> What is causing this?
>> 
>> I have this as my reg exp:
>> 
>>     if ( my ( $type, $category, $host, $problem_type, $problem_severity ) =
>>         $subject =~
>> m{(PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+(Service|Host) Alert:
>> ([^/]+)/?(.*)\s+is\s+(\w+)}i
>>       )
>> #m{(PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+alert\s+-\s+(Service|Host):
>> ([^/]+)/?(.*)\s+is\s+(\w+)}i
>> #qr{(PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+(Service|Host) Alert:
>> ([^/]+)/?(.*)\s+is\s+(\w+)}i
>>     {
>>         $problem_type ||= '';
>>         $RT::Logger->info(
>> "Extracted type, category, host, problem_type and problem_severity from
>> subject with values $type, $category, $host, $problem_type and
>> $problem_severity"
>>         );
>>         my $tickets = RT::Tickets->new( $self->CurrentUser );
>>         $tickets->LimitQueue( VALUE => $new_ticket->Queue )
>>           unless RT->Config->Get('NagiosSearchAllQueues');
>>         $tickets->LimitSubject(
>>             VALUE => "$category $host"
>>               . ( $problem_type ? "/$problem_type" : '' ),
>>             OPERATOR => 'LIKE',
>>         );
>>         my @active = RT::Queue->ActiveStatusArray();
>>         for my $active (@active) {
>>             $tickets->LimitStatus(
>>                 VALUE    => $active,
>>                 OPERATOR => '=',
>>             );
>>         }
>> 
>> However, line 78 is just this:
>> 
>>                 my ( $ret, $msg ) = $merged_ticket->SetStatus($resolved);
>> 
>> So I assume somewhat it doesn't manage to merge the tickets. But why
>> does it fail here and not, say, when it calls "MergeInto"?
>> 
>> Thanks to anyone who can help,
>> Giuseppe
>> 
>> -- 
>> ____________________________________
>> 
>> Giuseppe Sollazzo
>> Senior Systems Analyst
>> Computing Services
>> Information Services
>> St. George's, University Of London
>> Cranmer Terrace
>> London SW17 0RE
>> 
>> Email: gsollazz at sgul.ac.uk
>> Direct Dial: +44 20 8725 5160
>> Fax: +44 20 8725 3583
>> 
>> 
>> 
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
>
>
>--------
>2011 Training: http://bestpractical.com/services/training.html

From SHersker at TNGUS.com  Tue Jul  5 15:01:52 2011
From: SHersker at TNGUS.com (Hersker, Steve)
Date: Tue, 5 Jul 2011 15:01:52 -0400
Subject: [rt-users] Autocompletion of requestors - restrict to "active" users
Message-ID: <90C71D62835D734386E14C865CC4DD9A383EED@tng-exchange.tngus.com>

Is it possible to have the Ajax autocomplete of users only show
Privileged users in the autocomplete field?

 

Right now, if I type in "smith", it shows all of the Smiths in RT that
we've ever had. I want it to just show Smiths that "...can be granted
rights". (When a user is no longer active, we uncheck "Let this user be
granted rights". This still allows the inactive user's name to appear in
searches and ticket details.

 

Thanks,

Steve

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From SHersker at TNGUS.com  Tue Jul  5 15:08:24 2011
From: SHersker at TNGUS.com (Hersker, Steve)
Date: Tue, 5 Jul 2011 15:08:24 -0400
Subject: [rt-users] What RT statistics/metrics do you report on?
References: <90C71D62835D734386E14C865CC4DD9A383ED2@tng-exchange.tngus.com>
	<CABqKps9Ae3CPYWGmqDQzgDyTq6oy+rA36rSxMKpWsDFQ+rBtHg@mail.gmail.com>
Message-ID: <90C71D62835D734386E14C865CC4DD9A383EF2@tng-exchange.tngus.com>

> Steve,
>
> I believe the "Time Worked" report offered in the wiki has some of the
answers for you. That code pulls up time reported from the TRANSACTION
table. So whether or not a ticket is resolved bears doesn't matter,
neither does the ticket owner. Anyone who reports time against a ticket
creates a record in t he transaction file. > Sooo, you might want to
look at that code and borrow some of it for your own purposes.
>
> Kenn
> LBNL


Thanks, Kenn! I'll take a look at that!
Steve


From raubvogel at gmail.com  Tue Jul  5 15:35:16 2011
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Tue, 5 Jul 2011 15:35:16 -0400
Subject: [rt-users] Faking {$Transaction->Content()}
In-Reply-To: <CABqKps81-5ASK+XFS2GDKp5R7fUX5DLcu5D6+0F78zmsaA+Q9g@mail.gmail.com>
References: <BANLkTi=Cf1JCN9eEO9VpcP2tnJ9czxAd+w@mail.gmail.com>
	<CABqKps81-5ASK+XFS2GDKp5R7fUX5DLcu5D6+0F78zmsaA+Q9g@mail.gmail.com>
Message-ID: <CAHEKYV5y4TEJhPrO7_vwBvBZfgA87iMBxdDbLv3+A025Uttuyg@mail.gmail.com>

On Tue, Jul 5, 2011 at 2:31 PM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:
> Mauricio,
>
> What is it you want to do? It sounds like you want to put the last
> correspondence of a ticket into an email/template when the owner of a ticket
> is changed. Is that right? Technically, there WAS a transaction record
> created, but since it only involved an owner change, that's the only info on
> the transaction record.
>
> If this is what you want to do, it CAN be done fairly easily with a scrip.
> What you want to do is pull up the last comment transaction entered for that
> ticket. You can do that IN a template.
>
      Well, this what I want do do:

If ticket owner changed
   Send the last correspondence of a ticket into an email/template (as
correspondence) to the new ticket owner.

When I mean last correspondence I do want to include every attachment
(.zip files, jpg, etc)  it came with (like what you would get by
having RT-Attach-Message: yes), not only the textual content (which is
what you would get by doing $Transaction->Content).

>From what I understand, $Transaction->Content (and RT-Attach-Message:
yes) need the last Transaction to be a correspondence type to do their
magic. But since the transaction associated with owner changing does
not generate a correspondence, I cannot use them as they are. Well, as
you pointed out, getting the text part of the last correspondence and
creating a correspondence with that as the content is, quite easy. The
non-text attachments are causing me problems.

In my test script I grabbed only the transactions in that ticket with
correspondence in them and am able to see which attachments the last
correspondence had. That really does not do me any good but at least
made me feel happy that I was able to find the attachments. :)

> Hope this helps.
>
> Kenn
> LBNL
>
> On Thu, Jun 30, 2011 at 2:59 PM, Mauricio Tavares <raubvogel at gmail.com>
> wrote:
>>
>> ? ? ?From what I understand (thanks trs), in an on Owner Change event
>> you cannot rely on using {$Transaction->Content()} to copy the last
>> message/correspondence in a given ticket because no transaction was
>> created. So, how can you fake it in an template? If the content was
>> only a text file, it is not hard to do it, but what happens when you
>> also have attachments? I wrote the following template,
>>
>> {
>> ? my $thingie = "Attachments:";
>> ? my $Transactions = $Ticket->Transactions;
>>
>> ? $Transactions->Limit( FIELD => 'Type',
>> ? ? ? ? ? ? ? ? ? ? ? ? ? VALUE => "Correspond"
>> ? ? ? ? ? ? ? ? ? ? ? ? );
>> ? # $Rt::Logger->debug("Find Transaction");
>> ? my $TransactionObj = $Transactions->Last;
>> ? ? ?my $AttachmentsObj =
>> RT::Attachments->new($TransactionObj->CurrentUser);
>> ? ? ?$AttachmentsObj->Limit( FIELD => 'TransactionID',
>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?VALUE => $TransactionObj->id
>> ? ? ? ? ? ? ? ? ? ? ? ? ? ?);
>> ? ? ?while ( my $a = $AttachmentsObj->Next ) {
>> ? ? ? ? $thingie .= "\nFound an attachment with encoding " .
>> $a->ContentType . " and ID " . $a->id;
>> ? ? ? ? if ( $a->ContentType eq 'text/plain' || $a->ContentType eq
>> 'text/html'){
>> ? ? ? ? ? ?$thingie .= "\nContent:\n" . $a->Content;
>> ? ? ? ? }
>> ? ? ? ? elseif ( $a->ContentType eq 'multipart/mixed') {
>> ? ? ? ? }
>> ? ? ? ? else {
>> ? ? ? ? ? ?$thingie .= "\n" . $RT::WebURL ."/Ticket/Attachment/".
>> $a->TransactionId ."/". $a->id ."/". $a->Filename;
>> ? ? ? ? ? ?$thingie .= "\n ? ?";
>> ? ? ? ? }
>> ? ? ?}
>> ? $thingie;
>> }
>>
>> which finds the attachments and put links for the non-text (from
>> http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail)
>> attachments, but what I really want is, well, emulate
>> {$Transaction->Content()}. Would anyone have any pointers?
>>
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
>
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>


From falcone at bestpractical.com  Tue Jul  5 15:59:20 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 5 Jul 2011 15:59:20 -0400
Subject: [rt-users] Autocompletion of requestors - restrict to "active"
 users
In-Reply-To: <90C71D62835D734386E14C865CC4DD9A383EED@tng-exchange.tngus.com>
References: <90C71D62835D734386E14C865CC4DD9A383EED@tng-exchange.tngus.com>
Message-ID: <20110705195920.GC27846@jibsheet.com>

On Tue, Jul 05, 2011 at 03:01:52PM -0400, Hersker, Steve wrote:
>    Is it possible to have the Ajax autocomplete of users only show Privileged users in the
>    autocomplete field?
> 
>    Right now, if I type in "smith", it shows all of the Smiths in RT that we've ever had. I want
>    it to just show Smiths that "...can be granted rights". (When a user is no longer active, we
>    uncheck "Let this user be granted rights". This still allows the inactive user's name to
>    appear in searches and ticket details.

That is not currently a feature of RT4 but would be straightforward to
add a user configuration option.

-kevin
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From paul at paulororke.net  Tue Jul  5 16:45:54 2011
From: paul at paulororke.net (Paul O'Rorke)
Date: Tue, 5 Jul 2011 13:45:54 -0700
Subject: [rt-users] Upgrade or migrate to RT4?
Message-ID: <CADinG55qkef05xy8q9dQUD87kaU3X+ZXVvugHy75Qdm1_A5+kA@mail.gmail.com>

Hi,

I've been following along with user's experience in moving to RT4.  In order
to see if I wanted to upgrade my RT3.8.4 I've been using at my work place
for the last 2 years I installed a fresh virtual machine with a vanilla RT4
install.  I like it and would like to use it for production.

I would prefer to import the data into RT4 than upgrade the existing 3.8.4.

I do nightly mysqldumps of the database and tar up the contents
of*/usr/local/share/request-tracker3.8
*, */usr/share/request-tracker3.8* and */etc/request-tracker3.8
*
My question is : "It possible to run the upgrade scripts on the database and
get the data in the new instance (RT4) without actually upgrading my 3.8.4?"
or do I have to run the upgrade process on my 3.8.4 instance?

Maybe I missed it - is there a step by step guide for doing this?

Thanks in advance.

Paul
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From falcone at bestpractical.com  Tue Jul  5 16:50:57 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 5 Jul 2011 16:50:57 -0400
Subject: [rt-users] Upgrade or migrate to RT4?
In-Reply-To: <CADinG55qkef05xy8q9dQUD87kaU3X+ZXVvugHy75Qdm1_A5+kA@mail.gmail.com>
References: <CADinG55qkef05xy8q9dQUD87kaU3X+ZXVvugHy75Qdm1_A5+kA@mail.gmail.com>
Message-ID: <20110705205057.GD27846@jibsheet.com>

On Tue, Jul 05, 2011 at 01:45:54PM -0700, Paul O'Rorke wrote:
>    Hi,
> 
>    I've been following along with user's experience in moving to RT4. In order to see if I wanted
>    to upgrade my RT3.8.4 I've been using at my work place for the last 2 years I installed a
>    fresh virtual machine with a vanilla RT4 install. I like it and would like to use it for
>    production.
> 
>    I would prefer to import the data into RT4 than upgrade the existing 3.8.4.
> 
>    I do nightly mysqldumps of the database and tar up the contents of
>    /usr/local/share/request-tracker3.8, /usr/share/request-tracker3.8 and /etc/request-tracker3.8
>    My question is : "It possible to run the upgrade scripts on the database and get the data in
>    the new instance (RT4) without actually upgrading my 3.8.4?" or do I have to run the upgrade
>    process on my 3.8.4 instance?
> 
>    Maybe I missed it - is there a step by step guide for doing this?

Upgrading to RT4 means doing exactly what you want.
Import your mysqldump on the fresh VM (into either rt4 or rt3) install
RT4 and tell configure where to find your database.

RT ships with a lot of documentation about installing and upgrade.
You can find it in the README and docs/UPGRADING*

-kevin
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From raubvogel at gmail.com  Tue Jul  5 16:58:11 2011
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Tue, 5 Jul 2011 16:58:11 -0400
Subject: [rt-users] Upgrade or migrate to RT4?
In-Reply-To: <20110705205057.GD27846@jibsheet.com>
References: <CADinG55qkef05xy8q9dQUD87kaU3X+ZXVvugHy75Qdm1_A5+kA@mail.gmail.com>
	<20110705205057.GD27846@jibsheet.com>
Message-ID: <CAHEKYV53rZgfjS+ciz0LhjJdinQcDQV2QTP26OqKhoag-0Qx5w@mail.gmail.com>

On Tue, Jul 5, 2011 at 4:50 PM, Kevin Falcone <falcone at bestpractical.com> wrote:
> On Tue, Jul 05, 2011 at 01:45:54PM -0700, Paul O'Rorke wrote:
>> ? ?Hi,
>>
>> ? ?I've been following along with user's experience in moving to RT4. In order to see if I wanted
>> ? ?to upgrade my RT3.8.4 I've been using at my work place for the last 2 years I installed a
>> ? ?fresh virtual machine with a vanilla RT4 install. I like it and would like to use it for
>> ? ?production.
>>
>> ? ?I would prefer to import the data into RT4 than upgrade the existing 3.8.4.
>>
>> ? ?I do nightly mysqldumps of the database and tar up the contents of
>> ? ?/usr/local/share/request-tracker3.8, /usr/share/request-tracker3.8 and /etc/request-tracker3.8
>> ? ?My question is : "It possible to run the upgrade scripts on the database and get the data in
>> ? ?the new instance (RT4) without actually upgrading my 3.8.4?" or do I have to run the upgrade
>> ? ?process on my 3.8.4 instance?
>>
>> ? ?Maybe I missed it - is there a step by step guide for doing this?
>
> Upgrading to RT4 means doing exactly what you want.
> Import your mysqldump on the fresh VM (into either rt4 or rt3) install
> RT4 and tell configure where to find your database.
>
> RT ships with a lot of documentation about installing and upgrade.
> You can find it in the README and docs/UPGRADING*
>
> -kevin
>
      Kinda butting in, but that is exactly what I did when I went
from 3.6.7 to 3.8.7 in Ubuntu: create vm, install RT, take dump, read
dump, apply upgrades to the database (using the script provided in 3.8
 to do that), adjust config as needed, and run it. I would expect 3.8
to 4 to be the same, but I will have to wait until ubuntu releases RT
4 as a package to do that. ;)

>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>


From kfcrocker at lbl.gov  Tue Jul  5 17:51:32 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 5 Jul 2011 14:51:32 -0700
Subject: [rt-users] Faking {$Transaction->Content()}
In-Reply-To: <CAHEKYV5y4TEJhPrO7_vwBvBZfgA87iMBxdDbLv3+A025Uttuyg@mail.gmail.com>
References: <BANLkTi=Cf1JCN9eEO9VpcP2tnJ9czxAd+w@mail.gmail.com>
	<CABqKps81-5ASK+XFS2GDKp5R7fUX5DLcu5D6+0F78zmsaA+Q9g@mail.gmail.com>
	<CAHEKYV5y4TEJhPrO7_vwBvBZfgA87iMBxdDbLv3+A025Uttuyg@mail.gmail.com>
Message-ID: <CABqKps9eGRNYRVYxVYkDYvBN8+Dc3CRjvnZ-p5JOzBu6ppqA+g@mail.gmail.com>

Mauricio,

Who are you sending the email to?

Kenn
LBNL

On Tue, Jul 5, 2011 at 12:35 PM, Mauricio Tavares <raubvogel at gmail.com>wrote:

> On Tue, Jul 5, 2011 at 2:31 PM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:
> > Mauricio,
> >
> > What is it you want to do? It sounds like you want to put the last
> > correspondence of a ticket into an email/template when the owner of a
> ticket
> > is changed. Is that right? Technically, there WAS a transaction record
> > created, but since it only involved an owner change, that's the only info
> on
> > the transaction record.
> >
> > If this is what you want to do, it CAN be done fairly easily with a
> scrip.
> > What you want to do is pull up the last comment transaction entered for
> that
> > ticket. You can do that IN a template.
> >
>       Well, this what I want do do:
>
> If ticket owner changed
>   Send the last correspondence of a ticket into an email/template (as
> correspondence) to the new ticket owner.
>
> When I mean last correspondence I do want to include every attachment
> (.zip files, jpg, etc)  it came with (like what you would get by
> having RT-Attach-Message: yes), not only the textual content (which is
> what you would get by doing $Transaction->Content).
>
> From what I understand, $Transaction->Content (and RT-Attach-Message:
> yes) need the last Transaction to be a correspondence type to do their
> magic. But since the transaction associated with owner changing does
> not generate a correspondence, I cannot use them as they are. Well, as
> you pointed out, getting the text part of the last correspondence and
> creating a correspondence with that as the content is, quite easy. The
> non-text attachments are causing me problems.
>
> In my test script I grabbed only the transactions in that ticket with
> correspondence in them and am able to see which attachments the last
> correspondence had. That really does not do me any good but at least
> made me feel happy that I was able to find the attachments. :)
>
> > Hope this helps.
> >
> > Kenn
> > LBNL
> >
> > On Thu, Jun 30, 2011 at 2:59 PM, Mauricio Tavares <raubvogel at gmail.com>
> > wrote:
> >>
> >>      From what I understand (thanks trs), in an on Owner Change event
> >> you cannot rely on using {$Transaction->Content()} to copy the last
> >> message/correspondence in a given ticket because no transaction was
> >> created. So, how can you fake it in an template? If the content was
> >> only a text file, it is not hard to do it, but what happens when you
> >> also have attachments? I wrote the following template,
> >>
> >> {
> >>   my $thingie = "Attachments:";
> >>   my $Transactions = $Ticket->Transactions;
> >>
> >>   $Transactions->Limit( FIELD => 'Type',
> >>                           VALUE => "Correspond"
> >>                         );
> >>   # $Rt::Logger->debug("Find Transaction");
> >>   my $TransactionObj = $Transactions->Last;
> >>      my $AttachmentsObj =
> >> RT::Attachments->new($TransactionObj->CurrentUser);
> >>      $AttachmentsObj->Limit( FIELD => 'TransactionID',
> >>                              VALUE => $TransactionObj->id
> >>                            );
> >>      while ( my $a = $AttachmentsObj->Next ) {
> >>         $thingie .= "\nFound an attachment with encoding " .
> >> $a->ContentType . " and ID " . $a->id;
> >>         if ( $a->ContentType eq 'text/plain' || $a->ContentType eq
> >> 'text/html'){
> >>            $thingie .= "\nContent:\n" . $a->Content;
> >>         }
> >>         elseif ( $a->ContentType eq 'multipart/mixed') {
> >>         }
> >>         else {
> >>            $thingie .= "\n" . $RT::WebURL ."/Ticket/Attachment/".
> >> $a->TransactionId ."/". $a->id ."/". $a->Filename;
> >>            $thingie .= "\n    ";
> >>         }
> >>      }
> >>   $thingie;
> >> }
> >>
> >> which finds the attachments and put links for the non-text (from
> >> http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail)
> >> attachments, but what I really want is, well, emulate
> >> {$Transaction->Content()}. Would anyone have any pointers?
> >>
> >> --------
> >> 2011 Training: http://bestpractical.com/services/training.html
> >
> >
> >
> > --------
> > 2011 Training: http://bestpractical.com/services/training.html
> >
>
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From raubvogel at gmail.com  Tue Jul  5 17:55:27 2011
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Tue, 5 Jul 2011 17:55:27 -0400
Subject: [rt-users] Faking {$Transaction->Content()}
In-Reply-To: <CABqKps9eGRNYRVYxVYkDYvBN8+Dc3CRjvnZ-p5JOzBu6ppqA+g@mail.gmail.com>
References: <BANLkTi=Cf1JCN9eEO9VpcP2tnJ9czxAd+w@mail.gmail.com>
	<CABqKps81-5ASK+XFS2GDKp5R7fUX5DLcu5D6+0F78zmsaA+Q9g@mail.gmail.com>
	<CAHEKYV5y4TEJhPrO7_vwBvBZfgA87iMBxdDbLv3+A025Uttuyg@mail.gmail.com>
	<CABqKps9eGRNYRVYxVYkDYvBN8+Dc3CRjvnZ-p5JOzBu6ppqA+g@mail.gmail.com>
Message-ID: <CAHEKYV5ase2e=uFaJk_Oj8qaUvjViZvUJ6-wranH69h2fJDE0A@mail.gmail.com>

On Tue, Jul 5, 2011 at 5:51 PM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:
> Mauricio,
>
> Who are you sending the email to?
>
   The new ticket owner.

> Kenn
> LBNL
>
> On Tue, Jul 5, 2011 at 12:35 PM, Mauricio Tavares <raubvogel at gmail.com>
> wrote:
>>
>> On Tue, Jul 5, 2011 at 2:31 PM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:
>> > Mauricio,
>> >
>> > What is it you want to do? It sounds like you want to put the last
>> > correspondence of a ticket into an email/template when the owner of a
>> > ticket
>> > is changed. Is that right? Technically, there WAS a transaction record
>> > created, but since it only involved an owner change, that's the only
>> > info on
>> > the transaction record.
>> >
>> > If this is what you want to do, it CAN be done fairly easily with a
>> > scrip.
>> > What you want to do is pull up the last comment transaction entered for
>> > that
>> > ticket. You can do that IN a template.
>> >
>> ? ? ?Well, this what I want do do:
>>
>> If ticket owner changed
>> ? Send the last correspondence of a ticket into an email/template (as
>> correspondence) to the new ticket owner.
>>
>> When I mean last correspondence I do want to include every attachment
>> (.zip files, jpg, etc) ?it came with (like what you would get by
>> having RT-Attach-Message: yes), not only the textual content (which is
>> what you would get by doing $Transaction->Content).
>>
>> From what I understand, $Transaction->Content (and RT-Attach-Message:
>> yes) need the last Transaction to be a correspondence type to do their
>> magic. But since the transaction associated with owner changing does
>> not generate a correspondence, I cannot use them as they are. Well, as
>> you pointed out, getting the text part of the last correspondence and
>> creating a correspondence with that as the content is, quite easy. The
>> non-text attachments are causing me problems.
>>
>> In my test script I grabbed only the transactions in that ticket with
>> correspondence in them and am able to see which attachments the last
>> correspondence had. That really does not do me any good but at least
>> made me feel happy that I was able to find the attachments. :)
>>
>> > Hope this helps.
>> >
>> > Kenn
>> > LBNL
>> >
>> > On Thu, Jun 30, 2011 at 2:59 PM, Mauricio Tavares <raubvogel at gmail.com>
>> > wrote:
>> >>
>> >> ? ? ?From what I understand (thanks trs), in an on Owner Change event
>> >> you cannot rely on using {$Transaction->Content()} to copy the last
>> >> message/correspondence in a given ticket because no transaction was
>> >> created. So, how can you fake it in an template? If the content was
>> >> only a text file, it is not hard to do it, but what happens when you
>> >> also have attachments? I wrote the following template,
>> >>
>> >> {
>> >> ? my $thingie = "Attachments:";
>> >> ? my $Transactions = $Ticket->Transactions;
>> >>
>> >> ? $Transactions->Limit( FIELD => 'Type',
>> >> ? ? ? ? ? ? ? ? ? ? ? ? ? VALUE => "Correspond"
>> >> ? ? ? ? ? ? ? ? ? ? ? ? );
>> >> ? # $Rt::Logger->debug("Find Transaction");
>> >> ? my $TransactionObj = $Transactions->Last;
>> >> ? ? ?my $AttachmentsObj =
>> >> RT::Attachments->new($TransactionObj->CurrentUser);
>> >> ? ? ?$AttachmentsObj->Limit( FIELD => 'TransactionID',
>> >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?VALUE => $TransactionObj->id
>> >> ? ? ? ? ? ? ? ? ? ? ? ? ? ?);
>> >> ? ? ?while ( my $a = $AttachmentsObj->Next ) {
>> >> ? ? ? ? $thingie .= "\nFound an attachment with encoding " .
>> >> $a->ContentType . " and ID " . $a->id;
>> >> ? ? ? ? if ( $a->ContentType eq 'text/plain' || $a->ContentType eq
>> >> 'text/html'){
>> >> ? ? ? ? ? ?$thingie .= "\nContent:\n" . $a->Content;
>> >> ? ? ? ? }
>> >> ? ? ? ? elseif ( $a->ContentType eq 'multipart/mixed') {
>> >> ? ? ? ? }
>> >> ? ? ? ? else {
>> >> ? ? ? ? ? ?$thingie .= "\n" . $RT::WebURL ."/Ticket/Attachment/".
>> >> $a->TransactionId ."/". $a->id ."/". $a->Filename;
>> >> ? ? ? ? ? ?$thingie .= "\n ? ?";
>> >> ? ? ? ? }
>> >> ? ? ?}
>> >> ? $thingie;
>> >> }
>> >>
>> >> which finds the attachments and put links for the non-text (from
>> >> http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail)
>> >> attachments, but what I really want is, well, emulate
>> >> {$Transaction->Content()}. Would anyone have any pointers?
>> >>
>> >> --------
>> >> 2011 Training: http://bestpractical.com/services/training.html
>> >
>> >
>> >
>> > --------
>> > 2011 Training: http://bestpractical.com/services/training.html
>> >
>
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>


From kfcrocker at lbl.gov  Tue Jul  5 18:25:43 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 5 Jul 2011 15:25:43 -0700
Subject: [rt-users] Faking {$Transaction->Content()}
In-Reply-To: <CAHEKYV7inoeXM6BqAp6QhazPXOHX-KXC_AHEq-YSLaP=Rk7dHA@mail.gmail.com>
References: <BANLkTi=Cf1JCN9eEO9VpcP2tnJ9czxAd+w@mail.gmail.com>
	<CABqKps81-5ASK+XFS2GDKp5R7fUX5DLcu5D6+0F78zmsaA+Q9g@mail.gmail.com>
	<CAHEKYV5y4TEJhPrO7_vwBvBZfgA87iMBxdDbLv3+A025Uttuyg@mail.gmail.com>
	<CABqKps9eGRNYRVYxVYkDYvBN8+Dc3CRjvnZ-p5JOzBu6ppqA+g@mail.gmail.com>
	<CAHEKYV5ase2e=uFaJk_Oj8qaUvjViZvUJ6-wranH69h2fJDE0A@mail.gmail.com>
	<CAHEKYV7inoeXM6BqAp6QhazPXOHX-KXC_AHEq-YSLaP=Rk7dHA@mail.gmail.com>
Message-ID: <CABqKps9KtFWoS6Ms-bnaEG4SLzzWbk2R5y4dkZnvYHKjHgMxXQ@mail.gmail.com>

Mauricio,

Why not just keep it simple and send them an email with some simple ticket
info and the ticket id so they can just link to the ticket and see whatever
info they need. They are going to need to go into the ticket anyway.
Clicking a link to the ticket won't take anymore time than clicking any
attachment in the email. AND if the ticket has several attachments (as many
of ours do), this simplifies the process a great deal.

Just a thought.

Kenn

On Tue, Jul 5, 2011 at 3:01 PM, Mauricio Tavares <raubvogel at gmail.com>wrote:

> On Tue, Jul 5, 2011 at 5:55 PM, Mauricio Tavares <raubvogel at gmail.com>
> wrote:
> > On Tue, Jul 5, 2011 at 5:51 PM, Kenneth Crocker <kfcrocker at lbl.gov>
> wrote:
> >> Mauricio,
> >>
> >> Who are you sending the email to?
> >>
> >   The new ticket owner.
> >
>       Something on these lines (not claiming to be proper or correct)
> is what I am trying to do:
>
> {
>   my $Transactions = $Ticket->Transactions;
>   $RT::Logger->debug("Find Transaction");
>    $Transactions->Limit( FIELD => 'Type',
>                          VALUE => "Correspond"
>                        );
>    $Transaction = $Transactions->Last;
>   $RT::Logger->debug("Found Transaction : $Transaction");
> }To: { $Ticket->OwnerObj->EmailAddress }
> Subject: { $Ticket->Subject() }
> RT-Attach-Message: yes
>
> But I am not able to feed the $Transaction I want (the one I got above
> the headers) to RT-Attach-Message.
>
> >> Kenn
> >> LBNL
> >>
> >> On Tue, Jul 5, 2011 at 12:35 PM, Mauricio Tavares <raubvogel at gmail.com>
> >> wrote:
> >>>
> >>> On Tue, Jul 5, 2011 at 2:31 PM, Kenneth Crocker <kfcrocker at lbl.gov>
> wrote:
> >>> > Mauricio,
> >>> >
> >>> > What is it you want to do? It sounds like you want to put the last
> >>> > correspondence of a ticket into an email/template when the owner of a
> >>> > ticket
> >>> > is changed. Is that right? Technically, there WAS a transaction
> record
> >>> > created, but since it only involved an owner change, that's the only
> >>> > info on
> >>> > the transaction record.
> >>> >
> >>> > If this is what you want to do, it CAN be done fairly easily with a
> >>> > scrip.
> >>> > What you want to do is pull up the last comment transaction entered
> for
> >>> > that
> >>> > ticket. You can do that IN a template.
> >>> >
> >>>      Well, this what I want do do:
> >>>
> >>> If ticket owner changed
> >>>   Send the last correspondence of a ticket into an email/template (as
> >>> correspondence) to the new ticket owner.
> >>>
> >>> When I mean last correspondence I do want to include every attachment
> >>> (.zip files, jpg, etc)  it came with (like what you would get by
> >>> having RT-Attach-Message: yes), not only the textual content (which is
> >>> what you would get by doing $Transaction->Content).
> >>>
> >>> From what I understand, $Transaction->Content (and RT-Attach-Message:
> >>> yes) need the last Transaction to be a correspondence type to do their
> >>> magic. But since the transaction associated with owner changing does
> >>> not generate a correspondence, I cannot use them as they are. Well, as
> >>> you pointed out, getting the text part of the last correspondence and
> >>> creating a correspondence with that as the content is, quite easy. The
> >>> non-text attachments are causing me problems.
> >>>
> >>> In my test script I grabbed only the transactions in that ticket with
> >>> correspondence in them and am able to see which attachments the last
> >>> correspondence had. That really does not do me any good but at least
> >>> made me feel happy that I was able to find the attachments. :)
> >>>
> >>> > Hope this helps.
> >>> >
> >>> > Kenn
> >>> > LBNL
> >>> >
> >>> > On Thu, Jun 30, 2011 at 2:59 PM, Mauricio Tavares <
> raubvogel at gmail.com>
> >>> > wrote:
> >>> >>
> >>> >>      From what I understand (thanks trs), in an on Owner Change
> event
> >>> >> you cannot rely on using {$Transaction->Content()} to copy the last
> >>> >> message/correspondence in a given ticket because no transaction was
> >>> >> created. So, how can you fake it in an template? If the content was
> >>> >> only a text file, it is not hard to do it, but what happens when you
> >>> >> also have attachments? I wrote the following template,
> >>> >>
> >>> >> {
> >>> >>   my $thingie = "Attachments:";
> >>> >>   my $Transactions = $Ticket->Transactions;
> >>> >>
> >>> >>   $Transactions->Limit( FIELD => 'Type',
> >>> >>                           VALUE => "Correspond"
> >>> >>                         );
> >>> >>   # $Rt::Logger->debug("Find Transaction");
> >>> >>   my $TransactionObj = $Transactions->Last;
> >>> >>      my $AttachmentsObj =
> >>> >> RT::Attachments->new($TransactionObj->CurrentUser);
> >>> >>      $AttachmentsObj->Limit( FIELD => 'TransactionID',
> >>> >>                              VALUE => $TransactionObj->id
> >>> >>                            );
> >>> >>      while ( my $a = $AttachmentsObj->Next ) {
> >>> >>         $thingie .= "\nFound an attachment with encoding " .
> >>> >> $a->ContentType . " and ID " . $a->id;
> >>> >>         if ( $a->ContentType eq 'text/plain' || $a->ContentType eq
> >>> >> 'text/html'){
> >>> >>            $thingie .= "\nContent:\n" . $a->Content;
> >>> >>         }
> >>> >>         elseif ( $a->ContentType eq 'multipart/mixed') {
> >>> >>         }
> >>> >>         else {
> >>> >>            $thingie .= "\n" . $RT::WebURL ."/Ticket/Attachment/".
> >>> >> $a->TransactionId ."/". $a->id ."/". $a->Filename;
> >>> >>            $thingie .= "\n    ";
> >>> >>         }
> >>> >>      }
> >>> >>   $thingie;
> >>> >> }
> >>> >>
> >>> >> which finds the attachments and put links for the non-text (from
> >>> >> http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail)
> >>> >> attachments, but what I really want is, well, emulate
> >>> >> {$Transaction->Content()}. Would anyone have any pointers?
> >>> >>
> >>> >> --------
> >>> >> 2011 Training: http://bestpractical.com/services/training.html
> >>> >
> >>> >
> >>> >
> >>> > --------
> >>> > 2011 Training: http://bestpractical.com/services/training.html
> >>> >
> >>
> >>
> >>
> >> --------
> >> 2011 Training: http://bestpractical.com/services/training.html
> >>
> >
>
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From raubvogel at gmail.com  Tue Jul  5 18:33:45 2011
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Tue, 5 Jul 2011 18:33:45 -0400
Subject: [rt-users] Faking {$Transaction->Content()}
In-Reply-To: <CABqKps9KtFWoS6Ms-bnaEG4SLzzWbk2R5y4dkZnvYHKjHgMxXQ@mail.gmail.com>
References: <BANLkTi=Cf1JCN9eEO9VpcP2tnJ9czxAd+w@mail.gmail.com>
	<CABqKps81-5ASK+XFS2GDKp5R7fUX5DLcu5D6+0F78zmsaA+Q9g@mail.gmail.com>
	<CAHEKYV5y4TEJhPrO7_vwBvBZfgA87iMBxdDbLv3+A025Uttuyg@mail.gmail.com>
	<CABqKps9eGRNYRVYxVYkDYvBN8+Dc3CRjvnZ-p5JOzBu6ppqA+g@mail.gmail.com>
	<CAHEKYV5ase2e=uFaJk_Oj8qaUvjViZvUJ6-wranH69h2fJDE0A@mail.gmail.com>
	<CAHEKYV7inoeXM6BqAp6QhazPXOHX-KXC_AHEq-YSLaP=Rk7dHA@mail.gmail.com>
	<CABqKps9KtFWoS6Ms-bnaEG4SLzzWbk2R5y4dkZnvYHKjHgMxXQ@mail.gmail.com>
Message-ID: <CAHEKYV63ZBM8nydUNw4P0yztBviPYnULUA+3QTTKeubUvyPUjg@mail.gmail.com>

On Tue, Jul 5, 2011 at 6:25 PM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:
> Mauricio,
>
> Why not just keep it simple and send them an email with some simple ticket
> info and the ticket id so they can just link to the ticket and see whatever
> info they need. They are going to need to go into the ticket anyway.
> Clicking a link to the ticket won't take anymore time than clicking any
> attachment in the email. AND if the ticket has several attachments (as many
> of ours do), this simplifies the process a great deal.
>
      I agree; I actually have that working (well the text part of the
comment is shown on the ticket and then the non-text attachments are
provided as links). Problem is that is what they want is the new
ticket owner to get a complete copy of the last ticket correspondence
so he can reply to it and it will be sent to the requestor. New owner
should not need to go to the RT web interface to do that. And that has
turned out to be a bit more challenging than I originally expected. :)

> Just a thought.
>
> Kenn
>
> On Tue, Jul 5, 2011 at 3:01 PM, Mauricio Tavares <raubvogel at gmail.com>
> wrote:
>>
>> On Tue, Jul 5, 2011 at 5:55 PM, Mauricio Tavares <raubvogel at gmail.com>
>> wrote:
>> > On Tue, Jul 5, 2011 at 5:51 PM, Kenneth Crocker <kfcrocker at lbl.gov>
>> > wrote:
>> >> Mauricio,
>> >>
>> >> Who are you sending the email to?
>> >>
>> > ? The new ticket owner.
>> >
>> ? ? ?Something on these lines (not claiming to be proper or correct)
>> is what I am trying to do:
>>
>> {
>> ? my $Transactions = $Ticket->Transactions;
>> ? $RT::Logger->debug("Find Transaction");
>> ? $Transactions->Limit( FIELD => 'Type',
>> ? ? ? ? ? ? ? ? ? ? ? ? ?VALUE => "Correspond"
>> ? ? ? ? ? ? ? ? ? ? ? ?);
>> ? $Transaction = $Transactions->Last;
>> ? $RT::Logger->debug("Found Transaction : $Transaction");
>> }To: { $Ticket->OwnerObj->EmailAddress }
>> Subject: { $Ticket->Subject() }
>> RT-Attach-Message: yes
>>
>> But I am not able to feed the $Transaction I want (the one I got above
>> the headers) to RT-Attach-Message.
>>
>> >> Kenn
>> >> LBNL
>> >>
>> >> On Tue, Jul 5, 2011 at 12:35 PM, Mauricio Tavares <raubvogel at gmail.com>
>> >> wrote:
>> >>>
>> >>> On Tue, Jul 5, 2011 at 2:31 PM, Kenneth Crocker <kfcrocker at lbl.gov>
>> >>> wrote:
>> >>> > Mauricio,
>> >>> >
>> >>> > What is it you want to do? It sounds like you want to put the last
>> >>> > correspondence of a ticket into an email/template when the owner of
>> >>> > a
>> >>> > ticket
>> >>> > is changed. Is that right? Technically, there WAS a transaction
>> >>> > record
>> >>> > created, but since it only involved an owner change, that's the only
>> >>> > info on
>> >>> > the transaction record.
>> >>> >
>> >>> > If this is what you want to do, it CAN be done fairly easily with a
>> >>> > scrip.
>> >>> > What you want to do is pull up the last comment transaction entered
>> >>> > for
>> >>> > that
>> >>> > ticket. You can do that IN a template.
>> >>> >
>> >>> ? ? ?Well, this what I want do do:
>> >>>
>> >>> If ticket owner changed
>> >>> ? Send the last correspondence of a ticket into an email/template (as
>> >>> correspondence) to the new ticket owner.
>> >>>
>> >>> When I mean last correspondence I do want to include every attachment
>> >>> (.zip files, jpg, etc) ?it came with (like what you would get by
>> >>> having RT-Attach-Message: yes), not only the textual content (which is
>> >>> what you would get by doing $Transaction->Content).
>> >>>
>> >>> From what I understand, $Transaction->Content (and RT-Attach-Message:
>> >>> yes) need the last Transaction to be a correspondence type to do their
>> >>> magic. But since the transaction associated with owner changing does
>> >>> not generate a correspondence, I cannot use them as they are. Well, as
>> >>> you pointed out, getting the text part of the last correspondence and
>> >>> creating a correspondence with that as the content is, quite easy. The
>> >>> non-text attachments are causing me problems.
>> >>>
>> >>> In my test script I grabbed only the transactions in that ticket with
>> >>> correspondence in them and am able to see which attachments the last
>> >>> correspondence had. That really does not do me any good but at least
>> >>> made me feel happy that I was able to find the attachments. :)
>> >>>
>> >>> > Hope this helps.
>> >>> >
>> >>> > Kenn
>> >>> > LBNL
>> >>> >
>> >>> > On Thu, Jun 30, 2011 at 2:59 PM, Mauricio Tavares
>> >>> > <raubvogel at gmail.com>
>> >>> > wrote:
>> >>> >>
>> >>> >> ? ? ?From what I understand (thanks trs), in an on Owner Change
>> >>> >> event
>> >>> >> you cannot rely on using {$Transaction->Content()} to copy the last
>> >>> >> message/correspondence in a given ticket because no transaction was
>> >>> >> created. So, how can you fake it in an template? If the content was
>> >>> >> only a text file, it is not hard to do it, but what happens when
>> >>> >> you
>> >>> >> also have attachments? I wrote the following template,
>> >>> >>
>> >>> >> {
>> >>> >> ? my $thingie = "Attachments:";
>> >>> >> ? my $Transactions = $Ticket->Transactions;
>> >>> >>
>> >>> >> ? $Transactions->Limit( FIELD => 'Type',
>> >>> >> ? ? ? ? ? ? ? ? ? ? ? ? ? VALUE => "Correspond"
>> >>> >> ? ? ? ? ? ? ? ? ? ? ? ? );
>> >>> >> ? # $Rt::Logger->debug("Find Transaction");
>> >>> >> ? my $TransactionObj = $Transactions->Last;
>> >>> >> ? ? ?my $AttachmentsObj =
>> >>> >> RT::Attachments->new($TransactionObj->CurrentUser);
>> >>> >> ? ? ?$AttachmentsObj->Limit( FIELD => 'TransactionID',
>> >>> >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?VALUE => $TransactionObj->id
>> >>> >> ? ? ? ? ? ? ? ? ? ? ? ? ? ?);
>> >>> >> ? ? ?while ( my $a = $AttachmentsObj->Next ) {
>> >>> >> ? ? ? ? $thingie .= "\nFound an attachment with encoding " .
>> >>> >> $a->ContentType . " and ID " . $a->id;
>> >>> >> ? ? ? ? if ( $a->ContentType eq 'text/plain' || $a->ContentType eq
>> >>> >> 'text/html'){
>> >>> >> ? ? ? ? ? ?$thingie .= "\nContent:\n" . $a->Content;
>> >>> >> ? ? ? ? }
>> >>> >> ? ? ? ? elseif ( $a->ContentType eq 'multipart/mixed') {
>> >>> >> ? ? ? ? }
>> >>> >> ? ? ? ? else {
>> >>> >> ? ? ? ? ? ?$thingie .= "\n" . $RT::WebURL ."/Ticket/Attachment/".
>> >>> >> $a->TransactionId ."/". $a->id ."/". $a->Filename;
>> >>> >> ? ? ? ? ? ?$thingie .= "\n ? ?";
>> >>> >> ? ? ? ? }
>> >>> >> ? ? ?}
>> >>> >> ? $thingie;
>> >>> >> }
>> >>> >>
>> >>> >> which finds the attachments and put links for the non-text (from
>> >>> >> http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail)
>> >>> >> attachments, but what I really want is, well, emulate
>> >>> >> {$Transaction->Content()}. Would anyone have any pointers?
>> >>> >>
>> >>> >> --------
>> >>> >> 2011 Training: http://bestpractical.com/services/training.html
>> >>> >
>> >>> >
>> >>> >
>> >>> > --------
>> >>> > 2011 Training: http://bestpractical.com/services/training.html
>> >>> >
>> >>
>> >>
>> >>
>> >> --------
>> >> 2011 Training: http://bestpractical.com/services/training.html
>> >>
>> >
>
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>


From yan at seiner.com  Tue Jul  5 18:51:10 2011
From: yan at seiner.com (Yan Seiner)
Date: Tue, 5 Jul 2011 15:51:10 -0700 (PDT)
Subject: [rt-users] Creating a child ticket in a different queue?
Message-ID: <1e9ec5284f012343e68d214b0abca31c.squirrel@mail.seiner.com>

The subject pretty much says it all.  We are runing 3.8.10.  When you
create a child ticket, it is created in the same queue.  The ticket
creation page doesn't give you the opportunity to select a different
queue.  It is possible to remove that restriction and creaate a ticket in
a different queue?



From raphael.mouneyres at sagemcom.com  Wed Jul  6 03:03:11 2011
From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=)
Date: Wed, 6 Jul 2011 09:03:11 +0200
Subject: [rt-users] RE  Creating a child ticket in a different queue?
In-Reply-To: <1e9ec5284f012343e68d214b0abca31c.squirrel@mail.seiner.com>
Message-ID: <6394_1309935795_4E1408B3_6394_2789_6_OF0ADEDD58.C87DF58F-ONC12578C5.0026971F-C12578C5.0026BF11@sagemcom.com>

Use extension RT::Extension::SpawnLinkedTicketInQueue
It does exactly what you need by adding more controls to the Links Box
works perfectly !

Rapha?l




"Yan Seiner" <yan at seiner.com> 
Envoy? par : rt-users-bounces at lists.bestpractical.com
06/07/2011 00:51

A
rt-users at lists.bestpractical.com
cc

Objet
[rt-users] Creating a child ticket in a different queue?






The subject pretty much says it all.  We are runing 3.8.10.  When you
create a child ticket, it is created in the same queue.  The ticket
creation page doesn't give you the opportunity to select a different
queue.  It is possible to remove that restriction and creaate a ticket in
a different queue?


--------
2011 Training: http://bestpractical.com/services/training.html


#
" Ce courriel et les documents qui lui sont joints peuvent contenir des
informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont
pas destin?s, nous vous signalons qu'il est strictement interdit de les
divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce
soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
informatique ce courriel ainsi que tous les documents qui y sont attach?s."


                               ******

" This e-mail and any attached documents may contain confidential or
proprietary information. If you are not the intended recipient, you are
notified that any dissemination, copying of this e-mail and any attachments
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sender immediately and delete this e-mail and all attached documents
from your computer system."
#

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From funfried at zebra.com  Wed Jul  6 03:55:49 2011
From: funfried at zebra.com (Fabian Unfried)
Date: Wed, 6 Jul 2011 09:55:49 +0200
Subject: [rt-users] Show tickets depending on creator and not owner
In-Reply-To: <4E12E434.1000406@netcologne.de>
References: <A20D4B90-BD71-4351-BA8B-E59168A5AEA2@zebra.com>
	<CABqKps_J8EbjikGM2DAq0H6GZWkErzgQK0Q+gw8a=LB-vimN7Q@mail.gmail.com>
	<142E8C90-9F53-4621-BE56-349C01CEA658@zebra.com>
	<CABqKps_LTXEoyVXY+k+xh9Hg2G39r2GsztcpFENcTALjQQcL=A@mail.gmail.com>
	<A39A0526-F19B-407E-823E-63AAD4FCE514@zebra.com>
	<D33869BE-267D-4E0D-B0D9-2F19F606C668@zebra.com>
	<4E12E434.1000406@netcologne.de>
Message-ID: <5666D479-29D1-4076-B37B-F8EAC8DB35D6@zebra.com>

Hi Chris,

first of all thanks for improving my script.

I create my tickets vie the WebUI, but RT doesn't add the logged in user as a requestor in my RT instance. Do I have to configure this somehow, or should this be the default? As I already mentioned some mails before (at least I think so): I'm using RT 4.0.1. Any ideas?

Regards,
Fabian

Hi Fabian,

you could simplify you script as you don't need the principal stuff
here. The scrip would then look like this:

my $scrip = 'Script:AutoAddCreatorAsRequestor';

# Get Current Ticket
my $Ticket = $self->TicketObj;
# Get Current Ticket ID
my $Id = $Ticket->id;
# Get E-Mail-Address of creator
my $EmailAddr = $self->TransactionObj->CreatorObj->EmailAddress;
# Type of watch
my $type = 'Requestor';

# Add the creator as a watcher of type $type (requestor)
my ($ret, $msg) = $Ticket->AddWatcher(Type  => $type, Email => $EmailAddr);

# Check if adding was successful
if ($ret) {
  $RT::Logger->info("$scrip: New $type watcher added to ticket #$Id:
$EmailAddr");
} else {
  $RT::Logger->error("$scrip: Failed to add new $type watcher to ticket
#$Id: $EmailAddr - $msg");
}

return 1;

But I don't understand why you need this scrip.
How do you create your tickets? Email, WebUI, REST?

If you create your ticket by email RT will automatic load the creator
(From email address) as the requestor.
If you create you ticket by WebUI, RT put the email address of the
currently logged in user in the requestor field.

-Chris

Am 04.07.2011 12:02, schrieb Fabian Unfried:
my $scrip = 'Script:AutoAddCreatorAsRequestor';

# Get Current Ticket
my $Ticket = $self->TicketObj;
# Get Current Ticket ID
my $Id = $Ticket->id;
# Get E-Mail-Address of creator
my $EmailAddr = $self->TransactionObj->CreatorObj->EmailAddress;
# Get user object of creator
my $User = RT::User->new($RT::SystemUser);
$User->LoadByEmail($EmailAddr);
# Type of watch
my $type = 'Requestor';
# Principal of user
my $Principal = $User->PrincipalId;

# Add the creator as a watcher of type $type (requestor)
my ($ret, $msg) = $Ticket->AddWatcher(Type  => $type, Email =>
$EmailAddr, PrincipalId => $Principal,);

# Check if adding was successful
if ($ret) {
  $RT::Logger->info("$scrip: New $type watcher added to ticket #$Id:
$EmailAddr (#$Principal)");
} else {
  $RT::Logger->error("$scrip: Failed to add new $type watcher to ticket
#$Id: $EmailAddr (#$Principal) - $msg");
}

return 1;




--
Fabian Unfried
Senior Software Engineer
Zebra Enterprise Solutions

Rossfelder Str. 65/5, 74564 Crailsheim, Germany
T+49 7951 96360 F+49 7951 963611
funfried at zebra.com<mailto:funfried at zebra.com>
www.zebra.com/zes<http://www.zebra.com/zes>
WhereNet * proveo * Multispectral Solutions

Managing Directors Zebra Enterprise Solutions GmbH:
Phil Gerskovich, Gilles Pelzer, Michael Smiley
Registered Office: Ulm, HRB 721672
VAT Number: DE225496806


________________________________
- CONFIDENTIAL-

This email and any files transmitted with it are confidential, and may also be legally privileged. If you are not the intended recipient, you may not review, use, copy, or distribute this message. If you receive this email in error, please notify the sender immediately by reply email and then delete this email.
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From cloos at netcologne.de  Wed Jul  6 05:17:07 2011
From: cloos at netcologne.de (Christian Loos)
Date: Wed, 6 Jul 2011 11:17:07 +0200
Subject: [rt-users] Show tickets depending on creator and not owner
In-Reply-To: <5666D479-29D1-4076-B37B-F8EAC8DB35D6@zebra.com>
References: <A20D4B90-BD71-4351-BA8B-E59168A5AEA2@zebra.com>
	<CABqKps_J8EbjikGM2DAq0H6GZWkErzgQK0Q+gw8a=LB-vimN7Q@mail.gmail.com>
	<142E8C90-9F53-4621-BE56-349C01CEA658@zebra.com>
	<CABqKps_LTXEoyVXY+k+xh9Hg2G39r2GsztcpFENcTALjQQcL=A@mail.gmail.com>
	<A39A0526-F19B-407E-823E-63AAD4FCE514@zebra.com>
	<D33869BE-267D-4E0D-B0D9-2F19F606C668@zebra.com>
	<4E12E434.1000406@netcologne.de>
	<5666D479-29D1-4076-B37B-F8EAC8DB35D6@zebra.com>
Message-ID: <4E142813.1020402@netcologne.de>

Hi Fabian,

I don't have a RT 4.0.1 installation by the hand but I checked the code 
at github and this should work.

For the ticket create form it is in
share/html/Ticket/Create.html line 119

and for ticket quick create form it is in:
share/html/Elements/QuickCreate line 71

Has the current logged in user an email address set?
Do you have any customizations that overwrites one of the files above?

-Chris

Am 06.07.2011 09:55, schrieb Fabian Unfried:
> Hi Chris,
>
> first of all thanks for improving my script.
>
> I create my tickets vie the WebUI, but RT doesn't add the logged in user
> as a requestor in my RT instance. Do I have to configure this somehow,
> or should this be the default? As I already mentioned some mails before
> (at least I think so): I'm using RT 4.0.1. Any ideas?
>
> Regards,
> Fabian



From funfried at zebra.com  Wed Jul  6 06:33:34 2011
From: funfried at zebra.com (Fabian Unfried)
Date: Wed, 6 Jul 2011 12:33:34 +0200
Subject: [rt-users] Show tickets depending on creator and not owner
In-Reply-To: <4E142813.1020402@netcologne.de>
References: <A20D4B90-BD71-4351-BA8B-E59168A5AEA2@zebra.com>
	<CABqKps_J8EbjikGM2DAq0H6GZWkErzgQK0Q+gw8a=LB-vimN7Q@mail.gmail.com>
	<142E8C90-9F53-4621-BE56-349C01CEA658@zebra.com>
	<CABqKps_LTXEoyVXY+k+xh9Hg2G39r2GsztcpFENcTALjQQcL=A@mail.gmail.com>
	<A39A0526-F19B-407E-823E-63AAD4FCE514@zebra.com>
	<D33869BE-267D-4E0D-B0D9-2F19F606C668@zebra.com>
	<4E12E434.1000406@netcologne.de>
	<5666D479-29D1-4076-B37B-F8EAC8DB35D6@zebra.com>
	<4E142813.1020402@netcologne.de>
Message-ID: <036DF6A0-54A3-4DB5-8740-64D2C0DC5D80@zebra.com>

I did not customize the code of rt at all, but the hint with the eMail address is not too bad, because in my first test setup none of my users had an eMail address, so that was exactly my problem, thanks a lot!!!

So you're right the script I posted is useless.

Regards,
Fabian

Am 06.07.2011 um 11:17 schrieb Christian Loos:

Hi Fabian,

I don't have a RT 4.0.1 installation by the hand but I checked the code
at github and this should work.

For the ticket create form it is in
share/html/Ticket/Create.html line 119

and for ticket quick create form it is in:
share/html/Elements/QuickCreate line 71

Has the current logged in user an email address set?
Do you have any customizations that overwrites one of the files above?

-Chris

Am 06.07.2011 09:55, schrieb Fabian Unfried:
Hi Chris,

first of all thanks for improving my script.

I create my tickets vie the WebUI, but RT doesn't add the logged in user
as a requestor in my RT instance. Do I have to configure this somehow,
or should this be the default? As I already mentioned some mails before
(at least I think so): I'm using RT 4.0.1. Any ideas?

Regards,
Fabian




--
Fabian Unfried
Senior Software Engineer
Zebra Enterprise Solutions

Rossfelder Str. 65/5, 74564 Crailsheim, Germany
T+49 7951 96360 F+49 7951 963611
funfried at zebra.com<mailto:funfried at zebra.com>
www.zebra.com/zes<http://www.zebra.com/zes>
WhereNet * proveo * Multispectral Solutions

Managing Directors Zebra Enterprise Solutions GmbH:
Phil Gerskovich, Gilles Pelzer, Michael Smiley
Registered Office: Ulm, HRB 721672
VAT Number: DE225496806


________________________________
- CONFIDENTIAL-

This email and any files transmitted with it are confidential, and may also be legally privileged. If you are not the intended recipient, you may not review, use, copy, or distribute this message. If you receive this email in error, please notify the sender immediately by reply email and then delete this email.
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From olejon at live.com  Wed Jul  6 06:39:21 2011
From: olejon at live.com (=?iso-8859-1?B?T2xlIEpvbiBCavhya3Vt?=)
Date: Wed, 6 Jul 2011 12:39:21 +0200
Subject: [rt-users] Default refresh time in RT 4.0.1
Message-ID: <BAY148-w200C79528197CDD54E9EE6AE5E0@phx.gbl>



How do I set the default refresh time in RT 4.0.1?

In RT 3.8.7 I just put this in html/Elements/Login under <form>: 
<input type=hidden Name=HomeRefreshInterval Value=120>

for 2 minutes refresh time as default.

This doesn't work in RT 4.0.1. Any solutions? It is very important to me!

Thanks! 		 	   		  
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From falcone at bestpractical.com  Wed Jul  6 08:28:07 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 6 Jul 2011 08:28:07 -0400
Subject: [rt-users] Default refresh time in RT 4.0.1
In-Reply-To: <BAY148-w200C79528197CDD54E9EE6AE5E0@phx.gbl>
References: <BAY148-w200C79528197CDD54E9EE6AE5E0@phx.gbl>
Message-ID: <20110706122807.GE27846@jibsheet.com>

On Wed, Jul 06, 2011 at 12:39:21PM +0200, Ole Jon Bj?rkum wrote:
>    How do I set the default refresh time in RT 4.0.1?
> 
>    In RT 3.8.7 I just put this in html/Elements/Login under <form>:
> 
>  <input type=hidden Name=HomeRefreshInterval Value=120>
> 
>  for 2 minutes refresh time as default.
> 
>  This doesn't work in RT 4.0.1. Any solutions? It is very important to me!

In both 3.8.7 and 4.0.1, you can set the HomePageRefreshInterval
config variable globally or as a user.

-kevin
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From bart at pleh.info  Wed Jul  6 08:30:44 2011
From: bart at pleh.info (Bart)
Date: Wed, 6 Jul 2011 14:30:44 +0200
Subject: [rt-users]  Search based on User CF's
Message-ID: <CAB2d3rbrEpnP4WPK9RrQUQWMW0Kojre4XEuMg0VA2fVRvK2c6w@mail.gmail.com>

Hi,

I'm having some trouble with searching in RT, we have a situation where we
want the ability search on user CF's.

What I'm seeing is that I can only select fields that are in a ticket. I'd
need requestor-->CF.SomeCF like it's possible to do Requestor-->organization
in the search form.
What would be the best way for achieving this?

I'm using RT 4, the place where I'm trying the search is on the "new search"
page.

Best regards,

Bart
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From ktm at rice.edu  Wed Jul  6 08:35:20 2011
From: ktm at rice.edu (ktm at rice.edu)
Date: Wed, 6 Jul 2011 07:35:20 -0500
Subject: [rt-users] Search based on User CF's
In-Reply-To: <CAB2d3rbrEpnP4WPK9RrQUQWMW0Kojre4XEuMg0VA2fVRvK2c6w@mail.gmail.com>
References: <CAB2d3rbrEpnP4WPK9RrQUQWMW0Kojre4XEuMg0VA2fVRvK2c6w@mail.gmail.com>
Message-ID: <20110706123520.GJ2301@staff-mud-56-27.rice.edu>

On Wed, Jul 06, 2011 at 02:30:44PM +0200, Bart wrote:
> Hi,
> 
> I'm having some trouble with searching in RT, we have a situation where we
> want the ability search on user CF's.
> 
> What I'm seeing is that I can only select fields that are in a ticket. I'd
> need requestor-->CF.SomeCF like it's possible to do Requestor-->organization
> in the search form.
> What would be the best way for achieving this?
> 
> I'm using RT 4, the place where I'm trying the search is on the "new search"
> page.
> 
> Best regards,
> 
> Bart

Hi Bart,

Since user information is always changing, we set some ticket custom fields
with the values we need about the user at the ticket creation time. This gives
us a snapshot of the world at the time the ticket was created and it also
allows us to search appropriately.

Cheers,
Ken


From olejon at live.com  Wed Jul  6 08:58:30 2011
From: olejon at live.com (=?iso-8859-1?B?T2xlIEpvbiBCavhya3Vt?=)
Date: Wed, 6 Jul 2011 14:58:30 +0200
Subject: [rt-users] Default refresh time in RT 4.0.1
In-Reply-To: <20110706122807.GE27846@jibsheet.com>
References: <BAY148-w200C79528197CDD54E9EE6AE5E0@phx.gbl>,
	<20110706122807.GE27846@jibsheet.com>
Message-ID: <BAY148-w564A0390C1FE8A938194AFAE5E0@phx.gbl>


Great, I understood how to do it now!

I added Set($HomePageRefreshInterval, 120); to RT_SiteConfig.pm

Thanks alot for your help!

Date: Wed, 6 Jul 2011 08:28:07 -0400
From: falcone at bestpractical.com
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Default refresh time in RT 4.0.1

On Wed, Jul 06, 2011 at 12:39:21PM +0200, Ole Jon Bj?rkum wrote:
>    How do I set the default refresh time in RT 4.0.1?
> 
>    In RT 3.8.7 I just put this in html/Elements/Login under <form>:
> 
>  <input type=hidden Name=HomeRefreshInterval Value=120>
> 
>  for 2 minutes refresh time as default.
> 
>  This doesn't work in RT 4.0.1. Any solutions? It is very important to me!
 
In both 3.8.7 and 4.0.1, you can set the HomePageRefreshInterval
config variable globally or as a user.
 
-kevin

--------
2011 Training: http://bestpractical.com/services/training.html 		 	   		  
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From funfried at zebra.com  Wed Jul  6 09:23:10 2011
From: funfried at zebra.com (Fabian Unfried)
Date: Wed, 6 Jul 2011 15:23:10 +0200
Subject: [rt-users] Watch right isn't neither set globally nor to any of my
	queues but unprivileged users can still change requestor or
	Cc (rt 4.0.1)
In-Reply-To: <036DF6A0-54A3-4DB5-8740-64D2C0DC5D80@zebra.com>
References: <A20D4B90-BD71-4351-BA8B-E59168A5AEA2@zebra.com>
	<CABqKps_J8EbjikGM2DAq0H6GZWkErzgQK0Q+gw8a=LB-vimN7Q@mail.gmail.com>
	<142E8C90-9F53-4621-BE56-349C01CEA658@zebra.com>
	<CABqKps_LTXEoyVXY+k+xh9Hg2G39r2GsztcpFENcTALjQQcL=A@mail.gmail.com>
	<A39A0526-F19B-407E-823E-63AAD4FCE514@zebra.com>
	<D33869BE-267D-4E0D-B0D9-2F19F606C668@zebra.com>
	<4E12E434.1000406@netcologne.de>
	<5666D479-29D1-4076-B37B-F8EAC8DB35D6@zebra.com>
	<4E142813.1020402@netcologne.de>
	<036DF6A0-54A3-4DB5-8740-64D2C0DC5D80@zebra.com>
Message-ID: <D0B542DF-3BB1-4370-A78B-F0E666C13C05@zebra.com>

Hi all,

another question, I didn't set the "Watch" right neither globally nor in any of my queues for unprivileged user (also not for everyone, AdminCc, Cc, Owner or Requestor only for privileged users), but when an unprivileged user creates a ticket he can see and change the requestors and Cc field. Is this usual behavior? I don't want my user to be able to create tickets for other users or that they can remove themselves as requestor, did I miss another right which I have to revoke?

Regards,
Fabian

--
Fabian Unfried
Senior Software Engineer
Zebra Enterprise Solutions

Rossfelder Str. 65/5, 74564 Crailsheim, Germany
T+49 7951 96360 F+49 7951 963611
funfried at zebra.com<mailto:funfried at zebra.com>
www.zebra.com/zes<http://www.zebra.com/zes>
WhereNet * proveo * Multispectral Solutions

Managing Directors Zebra Enterprise Solutions GmbH:
Phil Gerskovich, Gilles Pelzer, Michael Smiley
Registered Office: Ulm, HRB 721672
VAT Number: DE225496806


________________________________
- CONFIDENTIAL-

This email and any files transmitted with it are confidential, and may also be legally privileged. If you are not the intended recipient, you may not review, use, copy, or distribute this message. If you receive this email in error, please notify the sender immediately by reply email and then delete this email.
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From falcone at bestpractical.com  Wed Jul  6 09:57:42 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 6 Jul 2011 09:57:42 -0400
Subject: [rt-users] Watch right isn't neither set globally nor to any of
 my queues but unprivileged users can still change requestor or Cc (rt
 4.0.1)
In-Reply-To: <D0B542DF-3BB1-4370-A78B-F0E666C13C05@zebra.com>
References: <D0B542DF-3BB1-4370-A78B-F0E666C13C05@zebra.com>
Message-ID: <20110706135742.GF27846@jibsheet.com>

On Wed, Jul 06, 2011 at 03:23:10PM +0200, Fabian Unfried wrote:
>    another question, I didn't set the "Watch" right neither globally nor in any of my queues for
>    unprivileged user (also not for everyone, AdminCc, Cc, Owner or Requestor only for privileged
>    users), but when an unprivileged user creates a ticket he can see and change the requestors
>    and Cc field. Is this usual behavior? I don't want my user to be able to create tickets for
>    other users or that they can remove themselves as requestor, did I miss another right which I
>    have to revoke?

The To and CC lines in the SelfService interface ticket create form
are standard RT

-kevin
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From funfried at zebra.com  Wed Jul  6 10:12:27 2011
From: funfried at zebra.com (Fabian Unfried)
Date: Wed, 6 Jul 2011 16:12:27 +0200
Subject: [rt-users] Watch right isn't neither set globally nor to any of
	my queues but unprivileged users can still change requestor
	or Cc (rt 4.0.1)
In-Reply-To: <20110706135742.GF27846@jibsheet.com>
References: <D0B542DF-3BB1-4370-A78B-F0E666C13C05@zebra.com>
	<20110706135742.GF27846@jibsheet.com>
Message-ID: <3E13C167-FF07-4F05-8F8F-7CC6759E6C2A@zebra.com>

Is there a way to get rid of them? As I said I don't want my user to be able to change the requestor to something else than themselves and at the moment I don't think I'll use the Cc feature in the ticket create form.

Thanks for your fast answer.


Regards,
Fabian


Am 06.07.2011 um 15:57 schrieb Kevin Falcone:

On Wed, Jul 06, 2011 at 03:23:10PM +0200, Fabian Unfried wrote:
  another question, I didn't set the "Watch" right neither globally nor in any of my queues for
  unprivileged user (also not for everyone, AdminCc, Cc, Owner or Requestor only for privileged
  users), but when an unprivileged user creates a ticket he can see and change the requestors
  and Cc field. Is this usual behavior? I don't want my user to be able to create tickets for
  other users or that they can remove themselves as requestor, did I miss another right which I
  have to revoke?

The To and CC lines in the SelfService interface ticket create form
are standard RT

-kevin
<ATT00001><ATT00002..txt>


--
Fabian Unfried
Senior Software Engineer
Zebra Enterprise Solutions

Rossfelder Str. 65/5, 74564 Crailsheim, Germany
T+49 7951 96360 F+49 7951 963611
funfried at zebra.com<mailto:funfried at zebra.com>
www.zebra.com/zes<http://www.zebra.com/zes>
WhereNet * proveo * Multispectral Solutions

Managing Directors Zebra Enterprise Solutions GmbH:
Phil Gerskovich, Gilles Pelzer, Michael Smiley
Registered Office: Ulm, HRB 721672
VAT Number: DE225496806


________________________________
- CONFIDENTIAL-

This email and any files transmitted with it are confidential, and may also be legally privileged. If you are not the intended recipient, you may not review, use, copy, or distribute this message. If you receive this email in error, please notify the sender immediately by reply email and then delete this email.
-------------- next part --------------
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From falcone at bestpractical.com  Wed Jul  6 10:19:58 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 6 Jul 2011 10:19:58 -0400
Subject: [rt-users] Watch right isn't neither set globally nor to any of
 my queues but unprivileged users can still change requestor or Cc (rt
 4.0.1)
In-Reply-To: <3E13C167-FF07-4F05-8F8F-7CC6759E6C2A@zebra.com>
References: <D0B542DF-3BB1-4370-A78B-F0E666C13C05@zebra.com>
	<20110706135742.GF27846@jibsheet.com>
	<3E13C167-FF07-4F05-8F8F-7CC6759E6C2A@zebra.com>
Message-ID: <20110706141958.GG27846@jibsheet.com>

On Wed, Jul 06, 2011 at 04:12:27PM +0200, Fabian Unfried wrote:
> Is there a way to get rid of them? As I said I don't want my user to be able to change the requestor to something else than themselves and at the moment I don't think I'll use the Cc feature in the ticket create form.

You'll need to make a local modification to either turn those into
hidden form elements or use CSS/JS to hide them from the user but
still allow the Requestor to submit.

-kevin


> Am 06.07.2011 um 15:57 schrieb Kevin Falcone:
> 
> On Wed, Jul 06, 2011 at 03:23:10PM +0200, Fabian Unfried wrote:
>   another question, I didn't set the "Watch" right neither globally nor in any of my queues for
>   unprivileged user (also not for everyone, AdminCc, Cc, Owner or Requestor only for privileged
>   users), but when an unprivileged user creates a ticket he can see and change the requestors
>   and Cc field. Is this usual behavior? I don't want my user to be able to create tickets for
>   other users or that they can remove themselves as requestor, did I miss another right which I
>   have to revoke?
> 
> The To and CC lines in the SelfService interface ticket create form
> are standard RT
> 
> -kevin
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From kfcrocker at lbl.gov  Wed Jul  6 12:16:15 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 6 Jul 2011 09:16:15 -0700
Subject: [rt-users] Search based on User CF's
In-Reply-To: <CAB2d3rbrEpnP4WPK9RrQUQWMW0Kojre4XEuMg0VA2fVRvK2c6w@mail.gmail.com>
References: <CAB2d3rbrEpnP4WPK9RrQUQWMW0Kojre4XEuMg0VA2fVRvK2c6w@mail.gmail.com>
Message-ID: <CABqKps8ej8rr-0WKQfbpjCUpnMy8c0=z-1hO_4F7nuVY1oCvsw@mail.gmail.com>

Bart,

First off, you cannot set CF's for a search if you have not first set the
Queue and clicked the "Add" button. Reason: RT doesn't know what CF's you
want until you selected the Queue(s) because CF's are APPLIED to Queues.

Next, when using CF's in a search, you have to make sure that the SQL code
has a single quote ' around the entire CF name. ie 'CF{name of cf}' =
'value'.

Hope this helps.

Kenn
LBNL

On Wed, Jul 6, 2011 at 5:30 AM, Bart <bart at pleh.info> wrote:

> Hi,
>
> I'm having some trouble with searching in RT, we have a situation where we
> want the ability search on user CF's.
>
> What I'm seeing is that I can only select fields that are in a ticket. I'd
> need requestor-->CF.SomeCF like it's possible to do Requestor-->organization
> in the search form.
> What would be the best way for achieving this?
>
> I'm using RT 4, the place where I'm trying the search is on the "new
> search" page.
>
> Best regards,
>
> Bart
>
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
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From ruz at bestpractical.com  Wed Jul  6 15:57:30 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 6 Jul 2011 23:57:30 +0400
Subject: [rt-users] Search based on User CF's
In-Reply-To: <CAB2d3rbrEpnP4WPK9RrQUQWMW0Kojre4XEuMg0VA2fVRvK2c6w@mail.gmail.com>
References: <CAB2d3rbrEpnP4WPK9RrQUQWMW0Kojre4XEuMg0VA2fVRvK2c6w@mail.gmail.com>
Message-ID: <CAMOxC8t1S93YeRn9fR1KAwskEOjyLLKUq8_nkvV0WgesZ1yPGg@mail.gmail.com>

Hi,

On Wed, Jul 6, 2011 at 4:30 PM, Bart <bart at pleh.info> wrote:
> Hi,
> I'm having some trouble with searching in RT, we have a situation where we
> want the ability search on user CF's.
> What I'm seeing is that I can only select fields that are in a ticket. I'd
> need requestor-->CF.SomeCF like it's possible to do Requestor-->organization
> in the search form.
> What would be the best way for achieving this?

Such searches are not available at the moment. As workaround a scrip
can be used that duplicates some users' info in ticket's custom fields
and search performed by tickets' CFs.

> I'm using RT 4, the place where I'm trying the search is on the "new search"
> page.
> Best regards,
>
> Bart
>
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>



-- 
Best regards, Ruslan.


From John.Alberts at exlibrisgroup.com  Wed Jul  6 16:06:34 2011
From: John.Alberts at exlibrisgroup.com (John Alberts)
Date: Wed, 6 Jul 2011 20:06:34 +0000
Subject: [rt-users] how to access content for an attachment in scrip?
Message-ID: <CA3A2A77.1CA9B%john.alberts@exlibrisgroup.com>

Hi. I'm trying to customize the scrip shown at the bottom of this wiki page: http://requesttracker.wikia.com/wiki/AutoCloseOnNagiosRecoveryMessages

I know there is an extension that does merging, but I want to do some other things with the Nagios variables I have attached as a plain text file to the ticket that Nagios creates in RT.
The first few lines in the scrip attempt to get the content of an attachment and put it in a variable named $content.  I suspected that this was not working, so I added a debug line to dump the contents of $contents and it is empty.

Here is the scrip code.
   my $T_Obj = $self->TicketObj;
   my $AttachObj = $self->TransactionObj->Attachments->First;
   my $content = $AttachObj->Content;
   $RT::Logger->debug("Contents: " . $content);


The log output shows:
[Wed Jul  6 19:47:49 2011] [debug]:  Contents: ((eval 3934):4)


The attachment is attached to the ticket.  I can see it in the web ui and can open and read it with no problems.  Any idea what I'm doing wrong here?


Thanks


John


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From gregor.binder at gmx.net  Wed Jul  6 17:11:06 2011
From: gregor.binder at gmx.net (Gregor Binder)
Date: Wed, 06 Jul 2011 23:11:06 +0200 (CEST)
Subject: [rt-users] rt4: edit search to display resolved tickets
In-Reply-To: <cd14086a-24be-40f7-b80b-c208687f9b73@beauty.mydomain>
Message-ID: <9a22adc7-b4fa-4274-b71a-768c108f97e7@beauty.mydomain>

hi,

how can i edit the search in the upper right to display all tickets also resolved?

greetings
gregor


From John.Alberts at exlibrisgroup.com  Wed Jul  6 18:01:47 2011
From: John.Alberts at exlibrisgroup.com (John Alberts)
Date: Wed, 6 Jul 2011 22:01:47 +0000
Subject: [rt-users] how to access content for an attachment in scrip?
In-Reply-To: <CA3A2A77.1CA9B%john.alberts@exlibrisgroup.com>
Message-ID: <CA3A44F2.1CAFE%john.alberts@exlibrisgroup.com>

Using the rt console, I can see that there are actually 3 attachments, even though the I only sent one and the web ui only shows 1, so I'm sure the problem is that I'm selecting the wrong attachment.

Here's what I see from the console.
./rt show 2075/attachments
19671: (Unnamed) (multipart/mixed / 0b),
19672: (Unnamed) (text/plain / 305b),
19673: env-vars.txt (application/octet-stream / 16.8k)


The attachment I would like will always be named env-vars.txt.  How can I get the contents for the attachment name env-vars.txt?

Thanks

John


From: John Alberts <john.alberts at exlibrisgroup.com<mailto:john.alberts at exlibrisgroup.com>>
Date: Wed, 6 Jul 2011 20:06:34 +0000
To: "rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>" <rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>>
Subject: [rt-users] how to access content for an attachment in scrip?

Hi. I'm trying to customize the scrip shown at the bottom of this wiki page: http://requesttracker.wikia.com/wiki/AutoCloseOnNagiosRecoveryMessages

I know there is an extension that does merging, but I want to do some other things with the Nagios variables I have attached as a plain text file to the ticket that Nagios creates in RT.
The first few lines in the scrip attempt to get the content of an attachment and put it in a variable named $content.  I suspected that this was not working, so I added a debug line to dump the contents of $contents and it is empty.

Here is the scrip code.
   my $T_Obj = $self->TicketObj;
   my $AttachObj = $self->TransactionObj->Attachments->First;
   my $content = $AttachObj->Content;
   $RT::Logger->debug("Contents: " . $content);


The log output shows:
[Wed Jul  6 19:47:49 2011] [debug]:  Contents: ((eval 3934):4)


The attachment is attached to the ticket.  I can see it in the web ui and can open and read it with no problems.  Any idea what I'm doing wrong here?


Thanks


John


-------- 2011 Training: http://bestpractical.com/services/training.html
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From paul at paulororke.net  Wed Jul  6 18:20:28 2011
From: paul at paulororke.net (Paul O'Rorke)
Date: Wed, 6 Jul 2011 15:20:28 -0700
Subject: [rt-users] Upgrade or migrate 3.8.4 to 4.0?
Message-ID: <CADinG56X+kT7m_8JvJcmvtp5mQiiQ0OxgkpkWAEorzEKg1Qv7Q@mail.gmail.com>

Hi,

I've been following along with user's experience in moving to RT4.  In order
to see if I wanted to upgrade my RT3.8.4 I've been using at my work place
for the last 2 years I installed a fresh virtual machine with a vanilla RT4
install.  I like it and would like to use it for production.

I would prefer to import the data into RT4 than upgrade the existing 3.8.4.

I do nightly mysqldumps of the database and tar up the contents
of*/usr/local/share/request-tracker3.8
*, */usr/share/request-tracker3.8* and */etc/request-tracker3.8
*
My question is : "It possible to run the upgrade scripts on the database and
get the data in the new instance (RT4) without actually upgrading my 3.8.4?"
or do I have to run the upgrade process on my 3.8.4 instance?

Maybe I missed it, I've struggled searching old posts - is there a step by
step guide for doing this?

Thanks in advance.

Paul
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From falcone at bestpractical.com  Wed Jul  6 18:25:33 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 6 Jul 2011 18:25:33 -0400
Subject: [rt-users] Upgrade or migrate 3.8.4 to 4.0?
In-Reply-To: <CADinG56X+kT7m_8JvJcmvtp5mQiiQ0OxgkpkWAEorzEKg1Qv7Q@mail.gmail.com>
References: <CADinG56X+kT7m_8JvJcmvtp5mQiiQ0OxgkpkWAEorzEKg1Qv7Q@mail.gmail.com>
Message-ID: <20110706222533.GH27846@jibsheet.com>

On Wed, Jul 06, 2011 at 03:20:28PM -0700, Paul O'Rorke wrote:
>    Hi,
> 
>    I've been following along with user's experience in moving to RT4. In order to see if I wanted
>    to upgrade my RT3.8.4 I've been using at my work place for the last 2 years I installed a
>    fresh virtual machine with a vanilla RT4 install. I like it and would like to use it for
>    production.
> 
>    I would prefer to import the data into RT4 than upgrade the existing 3.8.4.
> 
>    I do nightly mysqldumps of the database and tar up the contents of
>    /usr/local/share/request-tracker3.8, /usr/share/request-tracker3.8 and /etc/request-tracker3.8
>    My question is : "It possible to run the upgrade scripts on the database and get the data in
>    the new instance (RT4) without actually upgrading my 3.8.4?" or do I have to run the upgrade
>    process on my 3.8.4 instance?
> 
>    Maybe I missed it, I've struggled searching old posts - is there a step by step guide for
>    doing this?

Paul - I replied to this exact post on July 5th.
Please look for my reply in the list archives.

-kevin
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From paul at paulororke.net  Wed Jul  6 18:33:20 2011
From: paul at paulororke.net (Paul O'Rorke)
Date: Wed, 6 Jul 2011 15:33:20 -0700
Subject: [rt-users] Upgrade or migrate 3.8.4 to 4.0?
In-Reply-To: <20110706222533.GH27846@jibsheet.com>
References: <CADinG56X+kT7m_8JvJcmvtp5mQiiQ0OxgkpkWAEorzEKg1Qv7Q@mail.gmail.com>
	<20110706222533.GH27846@jibsheet.com>
Message-ID: <CADinG56GSKPLCM7W7bspgdZJOMRf5gp1FUFtswciuy3BFGBT7A@mail.gmail.com>

that's embarrasing...  sorry...

On Wed, Jul 6, 2011 at 3:25 PM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Wed, Jul 06, 2011 at 03:20:28PM -0700, Paul O'Rorke wrote:
> >    Hi,
> >
> >    I've been following along with user's experience in moving to RT4. In
> order to see if I wanted
> >    to upgrade my RT3.8.4 I've been using at my work place for the last 2
> years I installed a
> >    fresh virtual machine with a vanilla RT4 install. I like it and would
> like to use it for
> >    production.
> >
> >    I would prefer to import the data into RT4 than upgrade the existing
> 3.8.4.
> >
> >    I do nightly mysqldumps of the database and tar up the contents of
> >    /usr/local/share/request-tracker3.8, /usr/share/request-tracker3.8 and
> /etc/request-tracker3.8
> >    My question is : "It possible to run the upgrade scripts on the
> database and get the data in
> >    the new instance (RT4) without actually upgrading my 3.8.4?" or do I
> have to run the upgrade
> >    process on my 3.8.4 instance?
> >
> >    Maybe I missed it, I've struggled searching old posts - is there a
> step by step guide for
> >    doing this?
>
> Paul - I replied to this exact post on July 5th.
> Please look for my reply in the list archives.
>
> -kevin
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
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From Joanne.Keown at coloradogroup.com.au  Wed Jul  6 18:44:04 2011
From: Joanne.Keown at coloradogroup.com.au (Joanne Keown)
Date: Thu, 7 Jul 2011 08:44:04 +1000
Subject: [rt-users] RTV4.0.0:  User Access Restrictions
Message-ID: <0F5FC019E0CDF3459EE1B8D44E850727480B1F7DBA@BNE-EXCH.coloradogroup.com.au>

Hello,
Back in June I emailed the below question/request for help and I don't believe I have seen a response to that.

Does anyone have any good ideas/pointers on this?  I have searched archives & manuals etc. but I can't see what right I am applying that is allowing all my users Admin rights.

Many thanks in advance.

Jo

Jo Keown, MBusAdmin(Mgt), MIPA
IS Business Analyst
Colorado Group Ltd
100 Melbourne Street
South Brisbane  QLD   4101
Ph:    +61  7 3877 3399
Mobile:   0402 697 351
Email: joanne.keown at coloradogroup.com.au<mailto:joanne.keown at coloradogroup.com.au>


From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joanne Keown
Sent: Friday, 24 June 2011 11:36 AM
To: RT-Users at lists.bestpractical.com
Subject: [rt-users] RTV4.0.0: User Access Restrictions

Hi all,

I have set up a number of users within groups on RT V4.0.0 and have been testing to make sure that these users only have access to view and update certain areas in RT.  When I log in as users "jfaulkner" and "dchapman" (in customer Services group) I notice that they have full administration access, even though I have not applied these rights to either the User or Group profiles.  I'm miffed as to where these rights are coming from and I'm hoping that someone can tell me what I'm missing.

Attached is a spreadsheet that shows what access I have applied to the groups, users, queues and custom fields.  Can someone enlighten me on what could be allowing my users full admin rights to:

*         update other users,

*         Change group information,

*         Change Queue information,

*         Admin update custom field metadata - etc.

Many thanks and kind regards

Jo

Jo Keown, MBusAdmin(Mgt), MIPA
IS Business Analyst
Colorado Group Ltd
100 Melbourne Street
South Brisbane  QLD   4101
Ph:    +61  7 3877 3399
Mobile:   0402 697 351
Email: joanne.keown at coloradogroup.com.au<mailto:joanne.keown at coloradogroup.com.au>


____________________________________________________________________________________________________________

This email and any attachments are confidential and intended for use by the addressee only.  If you are not the intended recipient, please delete it and destroy any copies.
 
No part of this email may be reproduced, adapted or transmitted without the written permission of the owner of the copyright or other intellectual property in it.
 
COLORADO group does not accept liability for loss or damage caused by this email, for example by a computer virus or arising from data corruption, delay, interruption, unauthorised access or any other thing.
____________________________________________________________________________________________________________

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From rt at edwardfrye.com  Wed Jul  6 19:36:29 2011
From: rt at edwardfrye.com (Edward Frye)
Date: Wed, 6 Jul 2011 16:36:29 -0700
Subject: [rt-users] RTx::Tags
Message-ID: <CAMvjGSE32Jiz0uwhHc+coHTugtDOZOtQPCREs5qhfPawtAKm5A@mail.gmail.com>

I am trying to work with this plugin, I would like to limit what gets
displayed to those where a tag is used more than one time rather than every
tag I have which has gotten out of hand.

Thanks
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From todd at chaka.net  Wed Jul  6 19:59:36 2011
From: todd at chaka.net (Todd Chapman)
Date: Wed, 6 Jul 2011 19:59:36 -0400
Subject: [rt-users] Rich text/HTML RTFM articles?
In-Reply-To: <BANLkTikkK=xKrefat5VXodNVSKWfhNWcpA@mail.gmail.com>
References: <BANLkTikkK=xKrefat5VXodNVSKWfhNWcpA@mail.gmail.com>
Message-ID: <CAG54imZr=_FNzCRDRXaV3hq9erc92qgbbBpUM1p0f3FX5v8=jQ@mail.gmail.com>

Nobody? I guess I'll add this to the to-do list.

On Fri, Jul 1, 2011 at 11:09 AM, Todd Chapman <todd at chaka.net> wrote:
> Has anyone implemented rich text/HTML articles for RTFM? If so can you
> share your changes?
>
> Is anything like this planned for RT, or does it already exist and I'm
> not aware?
>
> Thanks!
>
> -Todd
>


From John.Alberts at exlibrisgroup.com  Wed Jul  6 20:52:35 2011
From: John.Alberts at exlibrisgroup.com (John Alberts)
Date: Thu, 7 Jul 2011 00:52:35 +0000
Subject: [rt-users] how to access content for an attachment in scrip?
In-Reply-To: <CA3A44F2.1CAFE%john.alberts@exlibrisgroup.com>
Message-ID: <CA3A6CA5.1CB7A%john.alberts@exlibrisgroup.com>

I've found several unanswered questions in the mail list archives with similar questions about looping through attachments.
I saw several times it suggested to loop through attachments using something like
   while ( my $AttachObj = $self->TransactionObj->Attachments->Next ) {
               # do something with $AttachObj
           }

This code doesn't work because ->Next doesn't exist for the Attachment object. Is there any other way to do this?  Sorry if this is incredibly simple to do.  I'm not familiar with Perl and try to poke around and see if I can figure it out.


----------
John Alberts
Cloud Optimization Engineer
Ex Libris (USA) Inc.
1350 E. Touhy Ave.  Suite 200 East
Des Plaines, IL 60018
Phone: 1-219-979-6560

Follow Ex Libris on Twitter: @exlibrisgroup<http://twitter.com/ExLibrisGroup>

From: John Alberts <john.alberts at exlibrisgroup.com<mailto:john.alberts at exlibrisgroup.com>>
Date: Wed, 6 Jul 2011 22:01:47 +0000
To: "rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>" <rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>>
Subject: Re: [rt-users] how to access content for an attachment in scrip?

Using the rt console, I can see that there are actually 3 attachments, even though the I only sent one and the web ui only shows 1, so I'm sure the problem is that I'm selecting the wrong attachment.

Here's what I see from the console.
./rt show 2075/attachments
19671: (Unnamed) (multipart/mixed / 0b),
19672: (Unnamed) (text/plain / 305b),
19673: env-vars.txt (application/octet-stream / 16.8k)


The attachment I would like will always be named env-vars.txt.  How can I get the contents for the attachment name env-vars.txt?

Thanks

John


From: John Alberts <john.alberts at exlibrisgroup.com<mailto:john.alberts at exlibrisgroup.com>>
Date: Wed, 6 Jul 2011 20:06:34 +0000
To: "rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>" <rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>>
Subject: [rt-users] how to access content for an attachment in scrip?

Hi. I'm trying to customize the scrip shown at the bottom of this wiki page: http://requesttracker.wikia.com/wiki/AutoCloseOnNagiosRecoveryMessages

I know there is an extension that does merging, but I want to do some other things with the Nagios variables I have attached as a plain text file to the ticket that Nagios creates in RT.
The first few lines in the scrip attempt to get the content of an attachment and put it in a variable named $content.  I suspected that this was not working, so I added a debug line to dump the contents of $contents and it is empty.

Here is the scrip code.
   my $T_Obj = $self->TicketObj;
   my $AttachObj = $self->TransactionObj->Attachments->First;
   my $content = $AttachObj->Content;
   $RT::Logger->debug("Contents: " . $content);


The log output shows:
[Wed Jul  6 19:47:49 2011] [debug]:  Contents: ((eval 3934):4)


The attachment is attached to the ticket.  I can see it in the web ui and can open and read it with no problems.  Any idea what I'm doing wrong here?


Thanks


John


-------- 2011 Training: http://bestpractical.com/services/training.html
-------- 2011 Training: http://bestpractical.com/services/training.html
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From raubvogel at gmail.com  Thu Jul  7 00:24:16 2011
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Thu, 07 Jul 2011 00:24:16 -0400
Subject: [rt-users] how to access content for an attachment in scrip?
In-Reply-To: <CA3A6CA5.1CB7A%john.alberts@exlibrisgroup.com>
References: <CA3A6CA5.1CB7A%john.alberts@exlibrisgroup.com>
Message-ID: <4E1534F0.5060202@gmail.com>

On 07/06/2011 08:52 PM, John Alberts wrote:
> I've found several unanswered questions in the mail list archives with
> similar questions about looping through attachments.
> I saw several times it suggested to loop through attachments using
> something like
> while ( my $AttachObj = $self->TransactionObj->Attachments->Next ) {
> # do something with $AttachObj
> }
>
> This code doesn't work because ->Next doesn't exist for the Attachment
> object. Is there any other way to do this? Sorry if this is incredibly
> simple to do. I'm not familiar with Perl and try to poke around and see
> if I can figure it out.
>
	Take a look at the code I put in my question "Faking 
{$Transaction->Content()}." I still do not have an answer to my own 
question but it might be useful to you: see what I've done to locate all 
attachments. The multipart/mixed part AFAIK is just the list of all the 
other attachments or something like that. In other words, ignore it. 
About env-vars.txt, is it a plain text file or, say, a Windows one (with 
CRLF)? If that is the case, you might be able to select it (see the if 
statements I did for ideas) and print it out.


>
> ----------
>
> John Alberts
>
> Cloud Optimization Engineer
>
> Ex Libris (USA) Inc.
> 1350 E. Touhy Ave. Suite 200 East
> Des Plaines, IL 60018
> Phone: 1-219-979-6560
>
> *Follow Ex Libris on Twitter: @exlibrisgroup
> <http://twitter.com/ExLibrisGroup>*
>
>
> From: John Alberts <john.alberts at exlibrisgroup.com
> <mailto:john.alberts at exlibrisgroup.com>>
> Date: Wed, 6 Jul 2011 22:01:47 +0000
> To: "rt-users at lists.bestpractical.com
> <mailto:rt-users at lists.bestpractical.com>"
> <rt-users at lists.bestpractical.com <mailto:rt-users at lists.bestpractical.com>>
> Subject: Re: [rt-users] how to access content for an attachment in scrip?
>
> Using the rt console, I can see that there are actually 3 attachments,
> even though the I only sent one and the web ui only shows 1, so I'm sure
> the problem is that I'm selecting the wrong attachment.
>
> Here's what I see from the console.
> ./rt show 2075/attachments
> 19671: (Unnamed) (multipart/mixed / 0b),
> 19672: (Unnamed) (text/plain / 305b),
> 19673: env-vars.txt (application/octet-stream / 16.8k)
>
>
> The attachment I would like will always be named env-vars.txt. How can I
> get the contents for the attachment name env-vars.txt?
>
> Thanks
>
> John
>
>
> From: John Alberts <john.alberts at exlibrisgroup.com
> <mailto:john.alberts at exlibrisgroup.com>>
> Date: Wed, 6 Jul 2011 20:06:34 +0000
> To: "rt-users at lists.bestpractical.com
> <mailto:rt-users at lists.bestpractical.com>"
> <rt-users at lists.bestpractical.com <mailto:rt-users at lists.bestpractical.com>>
> Subject: [rt-users] how to access content for an attachment in scrip?
>
> Hi. I'm trying to customize the scrip shown at the bottom of this wiki
> page: http://requesttracker.wikia.com/wiki/AutoCloseOnNagiosRecoveryMessages
>
> I know there is an extension that does merging, but I want to do some
> other things with the Nagios variables I have attached as a plain text
> file to the ticket that Nagios creates in RT.
> The first few lines in the scrip attempt to get the content of an
> attachment and put it in a variable named $content. I suspected that
> this was not working, so I added a debug line to dump the contents of
> $contents and it is empty.
>
> Here is the scrip code.
> my $T_Obj = $self->TicketObj;
> my $AttachObj = $self->TransactionObj->Attachments->First;
> my $content = $AttachObj->Content;
> $RT::Logger->debug("Contents: " . $content);
>
>
> The log output shows:
> [Wed Jul 6 19:47:49 2011] [debug]: Contents: ((eval 3934):4)
>
>
> The attachment is attached to the ticket. I can see it in the web ui and
> can open and read it with no problems. Any idea what I'm doing wrong here?
>
>
> Thanks
>
>
> John
>
>
> -------- 2011 Training: http://bestpractical.com/services/training.html
> -------- 2011 Training: http://bestpractical.com/services/training.html
>
>
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html



From raphael.mouneyres at sagemcom.com  Thu Jul  7 03:44:57 2011
From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=)
Date: Thu, 7 Jul 2011 09:44:57 +0200
Subject: [rt-users] Graph and Dashboards by email
Message-ID: <22109_1310024702_4E1563FE_22109_36_1_OFC44456AE.E25AA9F3-ONC12578C6.00297727-C12578C6.002A9179@sagemcom.com>

Hi,
still using RT 3.8.8 ;)

i have included multiple Queries to a dashboard, including 2 graphs : A 
pie chart one , and a tickets relationship one
This dashboard is correctly displaying all my queries (tables & graphs) 
inside RT webUI.
But when sending this dashboard on email, the graphs aren't displayed 
(i've got a small red box with a cross instead , meaning image not 
available)...
our mail client is Lotus Notes.
Is it normal ?

Rapha?l
#
" Ce courriel et les documents qui lui sont joints peuvent contenir des
informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont
pas destin?s, nous vous signalons qu'il est strictement interdit de les
divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce
soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
informatique ce courriel ainsi que tous les documents qui y sont attach?s."


                               ******

" This e-mail and any attached documents may contain confidential or
proprietary information. If you are not the intended recipient, you are
notified that any dissemination, copying of this e-mail and any attachments
thereto or use of their contents by any means whatsoever is strictly
prohibited. If you have received this e-mail in error, please advise the
sender immediately and delete this e-mail and all attached documents
from your computer system."
#

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From bart at pleh.info  Thu Jul  7 04:21:50 2011
From: bart at pleh.info (Bart)
Date: Thu, 7 Jul 2011 10:21:50 +0200
Subject: [rt-users] Search based on User CF's
In-Reply-To: <CAMOxC8t1S93YeRn9fR1KAwskEOjyLLKUq8_nkvV0WgesZ1yPGg@mail.gmail.com>
References: <CAB2d3rbrEpnP4WPK9RrQUQWMW0Kojre4XEuMg0VA2fVRvK2c6w@mail.gmail.com>
	<CAMOxC8t1S93YeRn9fR1KAwskEOjyLLKUq8_nkvV0WgesZ1yPGg@mail.gmail.com>
Message-ID: <CAB2d3rZTwDF=+bGzgK3OUAG6Hgdwv3V4FPEk+Bbdp8ym+bVB3A@mail.gmail.com>

Hi everyone,

Thanks for your input, this helped me out tremendously.

It's a shame that searching based on user CF's isn't possible, in a way
users are connected to tickets and other attributes (the default user
fields) seem to be possible.
Hopefully it will be possible to also search on user CF's in the future :)
(hint hint lol)

For now I'm going to go with the option of filling a ticket CF with the
content of a user CF, I've found these wiki pages that will probably help me
with that task:


   - http://requesttracker.wikia.com/wiki/Contributions
   - http://requesttracker.wikia.com/wiki/AutomaticCustomFieldValue
   - http://requesttracker.wikia.com/wiki/SetCustomFieldViaMail


Thanks again, I'm off to create a nice custom scrip to achieve my goals.


Best regards,

Bart



2011/7/6 Ruslan Zakirov <ruz at bestpractical.com>

> Hi,
>
> On Wed, Jul 6, 2011 at 4:30 PM, Bart <bart at pleh.info> wrote:
> > Hi,
> > I'm having some trouble with searching in RT, we have a situation where
> we
> > want the ability search on user CF's.
> > What I'm seeing is that I can only select fields that are in a ticket.
> I'd
> > need requestor-->CF.SomeCF like it's possible to do
> Requestor-->organization
> > in the search form.
> > What would be the best way for achieving this?
>
> Such searches are not available at the moment. As workaround a scrip
> can be used that duplicates some users' info in ticket's custom fields
> and search performed by tickets' CFs.
>
> > I'm using RT 4, the place where I'm trying the search is on the "new
> search"
> > page.
> > Best regards,
> >
> > Bart
> >
> >
> >
> > --------
> > 2011 Training: http://bestpractical.com/services/training.html
> >
>
>
>
> --
> Best regards, Ruslan.
>
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From mcotallo at gmail.com  Thu Jul  7 05:01:54 2011
From: mcotallo at gmail.com (Manolo Cotallo)
Date: Thu, 7 Jul 2011 11:01:54 +0200
Subject: [rt-users] Creating overlay for User.pm with the aim to share mail
 address within more than one user
Message-ID: <CAEqQeJZ=n-zbDSzmdzgBR-PO-c-Bf_yJnLkO5=bjb-XQO5hvMw@mail.gmail.com>

Hi,

I've just coded an overlay for Users.pm that doesn't perform unique
email validation. My aim is that some users can share an email address
(mail list) so that people belonging to a team can receive all
notifications dealing with one ticket, and if the owner is out of work
place, another one people in the team can attend that request.

RT Database schema seems to allow this (email is not a primary key,
and there aren't defined unique indexes for this record column).

Does anyone know if this is a potential damage to the structure of RT?
 Can something be broken if we follow this approach?

Kind regards and thanks!

Manuel E. Cotallo.
CETA-CIEMAT, Trujillo, Spain.


From raphael.mouneyres at sagemcom.com  Thu Jul  7 08:46:32 2011
From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=)
Date: Thu, 7 Jul 2011 14:46:32 +0200
Subject: [rt-users] RE  Graph and Dashboards by email
In-Reply-To: <22109_1310024702_4E1563FE_22109_36_1_OFC44456AE.E25AA9F3-ONC12578C6.00297727-C12578C6.002A9179@sagemcom.com>
Message-ID: <30897_1310042796_4E15AAAB_30897_233_3_OFF38C551F.3D3E5BDC-ONC12578C6.0045B9C5-C12578C6.00462DCA@sagemcom.com>

After looking more precicely into the mail headers and format, i notice 
that images generated for the graphs have header :
     Content-Transfer-Encoding: base64
     Content-Type: image/png
     Content-Disposition: inline
     Content-ID: 131002560331525265433
and are reffered with : <img src=3D"cid:131002560331525265433" /><br />

So probably Lotus Notes is either unable to display PNG images, or won't 
accept inline images (i can't have any answer from our IT department....)

Is it possible to modify the format of sent image to JPG for example so i 
can make a try ? where to start with in the code, RT or external source ?

thank you for any information,

Rapha?l MOUNEYRES




Rapha?l MOUNEYRES <raphael.mouneyres at sagemcom.com> 
Envoy? par : rt-users-bounces at lists.bestpractical.com
07/07/2011 09:45

A
rt-users at lists.bestpractical.com
cc

Objet
[rt-users] Graph and Dashboards by email







Hi, 
still using RT 3.8.8 ;) 

i have included multiple Queries to a dashboard, including 2 graphs : A 
pie chart one , and a tickets relationship one 
This dashboard is correctly displaying all my queries (tables & graphs) 
inside RT webUI. 
But when sending this dashboard on email, the graphs aren't displayed 
(i've got a small red box with a cross instead , meaning image not 
available)... 
our mail client is Lotus Notes. 
Is it normal ?

Rapha?l

#
" Ce courriel et les documents qui lui sont joints peuvent contenir des
informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont
pas destin?s, nous vous signalons qu'il est strictement interdit de les
divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce
soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
informatique ce courriel ainsi que tous les documents qui y sont attach?s."


                               ******

" This e-mail and any attached documents may contain confidential or
proprietary information. If you are not the intended recipient, you are
notified that any dissemination, copying of this e-mail and any attachments
thereto or use of their contents by any means whatsoever is strictly
prohibited. If you have received this e-mail in error, please advise the
sender immediately and delete this e-mail and all attached documents
from your computer system."
#

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From raphael.mouneyres at sagemcom.com  Thu Jul  7 09:40:28 2011
From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=)
Date: Thu, 7 Jul 2011 15:40:28 +0200
Subject: [rt-users] Tr : RE  RE  Graph and Dashboards by email
Message-ID: <12229_1310046031_4E15B74E_12229_103_3_OF89B11F7C.2BC184AF-ONC12578C6.004B17FA-C12578C6.004B1DCC@sagemcom.com>

One step further : Lotus Notes won't accept PNG images, but will show GIF 
images

So for the pie chart to be displayed correctly, the following patch did 
the trick :
        in  /opt/rt3/share/html/Search/Chart
        line 191 
        -my @types = ('png' , 'gif');
        +my @types = ('gif' , 'png');

but for the tickets relathionship graphs things are harder.

I made some tries on /opt/rt3/share/html/Tickets/Graphs/dhandler lines 71 
through 76, by changing png to gif
but the result is not so immediate. On the WebUI, refreshing my browser, 
the image alterns between, having a black backgound, not displaying at 
all, displaying correctly.
There must be another file to patch...

Rapha?l MOUNEYRES





Rapha?l MOUNEYRES <raphael.mouneyres at sagemcom.com> 
Envoy? par : rt-users-bounces at lists.bestpractical.com
07/07/2011 14:47

A
rt-users at lists.bestpractical.com
cc

Objet
[rt-users] RE  Graph and Dashboards by email







After looking more precicely into the mail headers and format, i notice 
that images generated for the graphs have header : 
     Content-Transfer-Encoding: base64
    Content-Type: image/png
    Content-Disposition: inline
    Content-ID: 131002560331525265433 
and are reffered with : <img src=3D"cid:131002560331525265433" /><br /> 

So probably Lotus Notes is either unable to display PNG images, or won't 
accept inline images (i can't have any answer from our IT department....) 

Is it possible to modify the format of sent image to JPG for example so i 
can make a try ? where to start with in the code, RT or external source ? 

thank you for any information, 

Rapha?l MOUNEYRES



Rapha?l MOUNEYRES <raphael.mouneyres at sagemcom.com> 
Envoy? par : rt-users-bounces at lists.bestpractical.com 
07/07/2011 09:45 


A
rt-users at lists.bestpractical.com 
cc

Objet
[rt-users] Graph and Dashboards by email









Hi, 
still using RT 3.8.8 ;) 

i have included multiple Queries to a dashboard, including 2 graphs : A 
pie chart one , and a tickets relationship one 
This dashboard is correctly displaying all my queries (tables & graphs) 
inside RT webUI. 
But when sending this dashboard on email, the graphs aren't displayed 
(i've got a small red box with a cross instead , meaning image not 
available)... 
our mail client is Lotus Notes. 
Is it normal ?

Rapha?l 

#
" Ce courriel et les documents qui lui sont joints peuvent contenir des
informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont
pas destin?s, nous vous signalons qu'il est strictement interdit de les
divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce
soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
informatique ce courriel ainsi que tous les documents qui y sont attach?s."


                               ******

" This e-mail and any attached documents may contain confidential or
proprietary information. If you are not the intended recipient, you are
notified that any dissemination, copying of this e-mail and any attachments
thereto or use of their contents by any means whatsoever is strictly
prohibited. If you have received this e-mail in error, please advise the
sender immediately and delete this e-mail and all attached documents
from your computer system."
#

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From trs at bestpractical.com  Thu Jul  7 09:47:24 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 07 Jul 2011 09:47:24 -0400
Subject: [rt-users] Creating overlay for User.pm with the aim to share
 mail address within more than one user
In-Reply-To: <CAEqQeJZ=n-zbDSzmdzgBR-PO-c-Bf_yJnLkO5=bjb-XQO5hvMw@mail.gmail.com>
References: <CAEqQeJZ=n-zbDSzmdzgBR-PO-c-Bf_yJnLkO5=bjb-XQO5hvMw@mail.gmail.com>
Message-ID: <4E15B8EC.8000508@bestpractical.com>

On 07/07/2011 05:01 AM, Manolo Cotallo wrote:
> I've just coded an overlay for Users.pm that doesn't perform unique
> email validation. My aim is that some users can share an email address
> (mail list) so that people belonging to a team can receive all
> notifications dealing with one ticket, and if the owner is out of work
> place, another one people in the team can attend that request.

Why can't you simply add each user (with their own email address) to a
group and add that group as an AdminCc to appropriate tickets/queues so
they get all the notifications?

> RT Database schema seems to allow this (email is not a primary key,
> and there aren't defined unique indexes for this record column).
> 
> Does anyone know if this is a potential damage to the structure of RT?
>  Can something be broken if we follow this approach?

This is bound to break RT in horrible ways.  I strongly suggest you
don't do it.

Thomas


From trs at bestpractical.com  Thu Jul  7 09:52:45 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 07 Jul 2011 09:52:45 -0400
Subject: [rt-users] RTV4.0.0:  User Access Restrictions
In-Reply-To: <0F5FC019E0CDF3459EE1B8D44E850727480B1F7DBA@BNE-EXCH.coloradogroup.com.au>
References: <0F5FC019E0CDF3459EE1B8D44E850727480B1F7DBA@BNE-EXCH.coloradogroup.com.au>
Message-ID: <4E15BA2D.4080409@bestpractical.com>

On 07/06/2011 06:44 PM, Joanne Keown wrote:
> Back in June I emailed the below question/request for help and I don?t
> believe I have seen a response to that.
> 
> Does anyone have any good ideas/pointers on this?  I have searched
> archives & manuals etc. but I can?t see what right I am applying that is
> allowing all my users Admin rights.

The information in the spreadsheet simply isn't enough.  There's many
other places you could be granting them rights.  We can't offer more
than guesses without essentially a database dump of the relevant RT tables.

Thomas


From mike.johnson at nosm.ca  Thu Jul  7 09:59:08 2011
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Thu, 7 Jul 2011 09:59:08 -0400
Subject: [rt-users] Faking {$Transaction->Content()}
In-Reply-To: <CAHEKYV63ZBM8nydUNw4P0yztBviPYnULUA+3QTTKeubUvyPUjg@mail.gmail.com>
References: <BANLkTi=Cf1JCN9eEO9VpcP2tnJ9czxAd+w@mail.gmail.com>
	<CABqKps81-5ASK+XFS2GDKp5R7fUX5DLcu5D6+0F78zmsaA+Q9g@mail.gmail.com>
	<CAHEKYV5y4TEJhPrO7_vwBvBZfgA87iMBxdDbLv3+A025Uttuyg@mail.gmail.com>
	<CABqKps9eGRNYRVYxVYkDYvBN8+Dc3CRjvnZ-p5JOzBu6ppqA+g@mail.gmail.com>
	<CAHEKYV5ase2e=uFaJk_Oj8qaUvjViZvUJ6-wranH69h2fJDE0A@mail.gmail.com>
	<CAHEKYV7inoeXM6BqAp6QhazPXOHX-KXC_AHEq-YSLaP=Rk7dHA@mail.gmail.com>
	<CABqKps9KtFWoS6Ms-bnaEG4SLzzWbk2R5y4dkZnvYHKjHgMxXQ@mail.gmail.com>
	<CAHEKYV63ZBM8nydUNw4P0yztBviPYnULUA+3QTTKeubUvyPUjg@mail.gmail.com>
Message-ID: <CAFuoEe8wFxqow5aqP8g+m5jkEF0y0ExyEm9e_29dsiUtkos8WA@mail.gmail.com>

Just trying to peice together the workflow from the last few emails, sorry
if I simplify it too much...

- previous owner comments on ticket with attachments
- somehow the owner changes(sounds like the previous owner may do this...
not sure though)
- email fires to new owner notifying him he owns this ticket
- new owner uses email to communicate with requestor

Your end state is
- owner changed
- requestor gets attachments
- new owner has a conduit to communicate to requestor via email

The last part of that workflow makes me assume you have a scrip that
notifies requestor on correspondence, so to me, the only thing that you need
to do to get your end state, make the previous owner add the attachments as
a correspondence instead of comment.

If your end state also requires the new owner to have a copy of the
attachments in his email, the previous owner can do a 1 time cc to the new
owner when he's sending the reply with the attachments.

If typing in the new owner's email address isn't reliable, there is an
extension out there that does autocomplete, might be of some use? I've only
looked at it once... not sure if it can be configured out of the box to do
what you need, but it would be a starting point.

Not sure if you can get the attachments from a previous transaction, but a
little user training may make it so you don't have to.

Thanks!
Mike.
On Tue, Jul 5, 2011 at 6:33 PM, Mauricio Tavares <raubvogel at gmail.com>wrote:

> On Tue, Jul 5, 2011 at 6:25 PM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:
> > Mauricio,
> >
> > Why not just keep it simple and send them an email with some simple
> ticket
> > info and the ticket id so they can just link to the ticket and see
> whatever
> > info they need. They are going to need to go into the ticket anyway.
> > Clicking a link to the ticket won't take anymore time than clicking any
> > attachment in the email. AND if the ticket has several attachments (as
> many
> > of ours do), this simplifies the process a great deal.
> >
>      I agree; I actually have that working (well the text part of the
> comment is shown on the ticket and then the non-text attachments are
> provided as links). Problem is that is what they want is the new
> ticket owner to get a complete copy of the last ticket correspondence
> so he can reply to it and it will be sent to the requestor. New owner
> should not need to go to the RT web interface to do that. And that has
> turned out to be a bit more challenging than I originally expected. :)
>
> > Just a thought.
> >
> > Kenn
> >
> > On Tue, Jul 5, 2011 at 3:01 PM, Mauricio Tavares <raubvogel at gmail.com>
> > wrote:
> >>
> >> On Tue, Jul 5, 2011 at 5:55 PM, Mauricio Tavares <raubvogel at gmail.com>
> >> wrote:
> >> > On Tue, Jul 5, 2011 at 5:51 PM, Kenneth Crocker <kfcrocker at lbl.gov>
> >> > wrote:
> >> >> Mauricio,
> >> >>
> >> >> Who are you sending the email to?
> >> >>
> >> >   The new ticket owner.
> >> >
> >>      Something on these lines (not claiming to be proper or correct)
> >> is what I am trying to do:
> >>
> >> {
> >>   my $Transactions = $Ticket->Transactions;
> >>   $RT::Logger->debug("Find Transaction");
> >>   $Transactions->Limit( FIELD => 'Type',
> >>                          VALUE => "Correspond"
> >>                        );
> >>   $Transaction = $Transactions->Last;
> >>   $RT::Logger->debug("Found Transaction : $Transaction");
> >> }To: { $Ticket->OwnerObj->EmailAddress }
> >> Subject: { $Ticket->Subject() }
> >> RT-Attach-Message: yes
> >>
> >> But I am not able to feed the $Transaction I want (the one I got above
> >> the headers) to RT-Attach-Message.
> >>
> >> >> Kenn
> >> >> LBNL
> >> >>
> >> >> On Tue, Jul 5, 2011 at 12:35 PM, Mauricio Tavares <
> raubvogel at gmail.com>
> >> >> wrote:
> >> >>>
> >> >>> On Tue, Jul 5, 2011 at 2:31 PM, Kenneth Crocker <kfcrocker at lbl.gov>
> >> >>> wrote:
> >> >>> > Mauricio,
> >> >>> >
> >> >>> > What is it you want to do? It sounds like you want to put the last
> >> >>> > correspondence of a ticket into an email/template when the owner
> of
> >> >>> > a
> >> >>> > ticket
> >> >>> > is changed. Is that right? Technically, there WAS a transaction
> >> >>> > record
> >> >>> > created, but since it only involved an owner change, that's the
> only
> >> >>> > info on
> >> >>> > the transaction record.
> >> >>> >
> >> >>> > If this is what you want to do, it CAN be done fairly easily with
> a
> >> >>> > scrip.
> >> >>> > What you want to do is pull up the last comment transaction
> entered
> >> >>> > for
> >> >>> > that
> >> >>> > ticket. You can do that IN a template.
> >> >>> >
> >> >>>      Well, this what I want do do:
> >> >>>
> >> >>> If ticket owner changed
> >> >>>   Send the last correspondence of a ticket into an email/template
> (as
> >> >>> correspondence) to the new ticket owner.
> >> >>>
> >> >>> When I mean last correspondence I do want to include every
> attachment
> >> >>> (.zip files, jpg, etc)  it came with (like what you would get by
> >> >>> having RT-Attach-Message: yes), not only the textual content (which
> is
> >> >>> what you would get by doing $Transaction->Content).
> >> >>>
> >> >>> From what I understand, $Transaction->Content (and
> RT-Attach-Message:
> >> >>> yes) need the last Transaction to be a correspondence type to do
> their
> >> >>> magic. But since the transaction associated with owner changing does
> >> >>> not generate a correspondence, I cannot use them as they are. Well,
> as
> >> >>> you pointed out, getting the text part of the last correspondence
> and
> >> >>> creating a correspondence with that as the content is, quite easy.
> The
> >> >>> non-text attachments are causing me problems.
> >> >>>
> >> >>> In my test script I grabbed only the transactions in that ticket
> with
> >> >>> correspondence in them and am able to see which attachments the last
> >> >>> correspondence had. That really does not do me any good but at least
> >> >>> made me feel happy that I was able to find the attachments. :)
> >> >>>
> >> >>> > Hope this helps.
> >> >>> >
> >> >>> > Kenn
> >> >>> > LBNL
> >> >>> >
> >> >>> > On Thu, Jun 30, 2011 at 2:59 PM, Mauricio Tavares
> >> >>> > <raubvogel at gmail.com>
> >> >>> > wrote:
> >> >>> >>
> >> >>> >>      From what I understand (thanks trs), in an on Owner Change
> >> >>> >> event
> >> >>> >> you cannot rely on using {$Transaction->Content()} to copy the
> last
> >> >>> >> message/correspondence in a given ticket because no transaction
> was
> >> >>> >> created. So, how can you fake it in an template? If the content
> was
> >> >>> >> only a text file, it is not hard to do it, but what happens when
> >> >>> >> you
> >> >>> >> also have attachments? I wrote the following template,
> >> >>> >>
> >> >>> >> {
> >> >>> >>   my $thingie = "Attachments:";
> >> >>> >>   my $Transactions = $Ticket->Transactions;
> >> >>> >>
> >> >>> >>   $Transactions->Limit( FIELD => 'Type',
> >> >>> >>                           VALUE => "Correspond"
> >> >>> >>                         );
> >> >>> >>   # $Rt::Logger->debug("Find Transaction");
> >> >>> >>   my $TransactionObj = $Transactions->Last;
> >> >>> >>      my $AttachmentsObj =
> >> >>> >> RT::Attachments->new($TransactionObj->CurrentUser);
> >> >>> >>      $AttachmentsObj->Limit( FIELD => 'TransactionID',
> >> >>> >>                              VALUE => $TransactionObj->id
> >> >>> >>                            );
> >> >>> >>      while ( my $a = $AttachmentsObj->Next ) {
> >> >>> >>         $thingie .= "\nFound an attachment with encoding " .
> >> >>> >> $a->ContentType . " and ID " . $a->id;
> >> >>> >>         if ( $a->ContentType eq 'text/plain' || $a->ContentType
> eq
> >> >>> >> 'text/html'){
> >> >>> >>            $thingie .= "\nContent:\n" . $a->Content;
> >> >>> >>         }
> >> >>> >>         elseif ( $a->ContentType eq 'multipart/mixed') {
> >> >>> >>         }
> >> >>> >>         else {
> >> >>> >>            $thingie .= "\n" . $RT::WebURL ."/Ticket/Attachment/".
> >> >>> >> $a->TransactionId ."/". $a->id ."/". $a->Filename;
> >> >>> >>            $thingie .= "\n    ";
> >> >>> >>         }
> >> >>> >>      }
> >> >>> >>   $thingie;
> >> >>> >> }
> >> >>> >>
> >> >>> >> which finds the attachments and put links for the non-text (from
> >> >>> >> http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail)
> >> >>> >> attachments, but what I really want is, well, emulate
> >> >>> >> {$Transaction->Content()}. Would anyone have any pointers?
> >> >>> >>
> >> >>> >> --------
> >> >>> >> 2011 Training: http://bestpractical.com/services/training.html
> >> >>> >
> >> >>> >
> >> >>> >
> >> >>> > --------
> >> >>> > 2011 Training: http://bestpractical.com/services/training.html
> >> >>> >
> >> >>
> >> >>
> >> >>
> >> >> --------
> >> >> 2011 Training: http://bestpractical.com/services/training.html
> >> >>
> >> >
> >
> >
> >
> > --------
> > 2011 Training: http://bestpractical.com/services/training.html
> >
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>



-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
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From raubvogel at gmail.com  Thu Jul  7 10:40:12 2011
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Thu, 7 Jul 2011 10:40:12 -0400
Subject: [rt-users] Faking {$Transaction->Content()}
In-Reply-To: <CAFuoEe8wFxqow5aqP8g+m5jkEF0y0ExyEm9e_29dsiUtkos8WA@mail.gmail.com>
References: <BANLkTi=Cf1JCN9eEO9VpcP2tnJ9czxAd+w@mail.gmail.com>
	<CABqKps81-5ASK+XFS2GDKp5R7fUX5DLcu5D6+0F78zmsaA+Q9g@mail.gmail.com>
	<CAHEKYV5y4TEJhPrO7_vwBvBZfgA87iMBxdDbLv3+A025Uttuyg@mail.gmail.com>
	<CABqKps9eGRNYRVYxVYkDYvBN8+Dc3CRjvnZ-p5JOzBu6ppqA+g@mail.gmail.com>
	<CAHEKYV5ase2e=uFaJk_Oj8qaUvjViZvUJ6-wranH69h2fJDE0A@mail.gmail.com>
	<CAHEKYV7inoeXM6BqAp6QhazPXOHX-KXC_AHEq-YSLaP=Rk7dHA@mail.gmail.com>
	<CABqKps9KtFWoS6Ms-bnaEG4SLzzWbk2R5y4dkZnvYHKjHgMxXQ@mail.gmail.com>
	<CAHEKYV63ZBM8nydUNw4P0yztBviPYnULUA+3QTTKeubUvyPUjg@mail.gmail.com>
	<CAFuoEe8wFxqow5aqP8g+m5jkEF0y0ExyEm9e_29dsiUtkos8WA@mail.gmail.com>
Message-ID: <CAHEKYV40iNH8-S9+u+QbLu+u_jCvW1u_8Vjk87CvGdovthYKdg@mail.gmail.com>

On Thu, Jul 7, 2011 at 9:59 AM, Mike Johnson <mike.johnson at nosm.ca> wrote:
> Just trying to peice together the workflow from the last few emails, sorry
> if I simplify it too much...
>
> - previous owner comments on ticket with attachments
> - somehow the owner changes(sounds like the previous owner may do this...
> not sure though)
> - email fires to new owner notifying him he owns this ticket
> - new owner uses email to communicate with requestor
>
      You got the workflow right. FYI, right now I am able to send an
email to new owner that looks like the last correspondence in the
ticket with two small exceptions:

o I created a header that indicates the new owner. Such header is only
sent to the AdminCcs, not to the requestor or other CCs. Owner can use
that header to filter out correspondence that is addressed to
him/her/it.

o Non-text attachments are shown as links instead of being attached to
the email being sent to the new owner. I would like to have them
attached but right now I do not know how to do it. I probably need to
learn how to create this email as a MIMEObj, which is my weakness
right now.

> Your end state is
> - owner changed
> - requestor gets attachments
> - new owner has a conduit to communicate to requestor via email
>
> The last part of that workflow makes me assume you have a scrip that
> notifies requestor on correspondence, so to me, the only thing that you need
> to do to get your end state, make the previous owner add the attachments as
> a correspondence instead of comment.
>
> If your end state also requires the new owner to have a copy of the
> attachments in his email, the?previous owner can do a 1 time cc to the new
> owner when he's?sending the reply with the attachments.
>
      But that would mean old owner would have to (a) pass ownership
to new owner and (b) cc the new owner. That makes it easier for old
owner to miss a step.

> If typing in the new owner's email address isn't reliable, there is an
> extension out there that does autocomplete, might be of some use? I've only
> looked at it once... not sure if it can be configured out of the box to do
> what you need, but it would be a starting point.
>
> Not sure if you can get the attachments from a previous transaction, but a
> little user training may make it so you don't have to.
>
      You should know by now it is easier to write code than to train users. ;)

> Thanks!
> Mike.
> On Tue, Jul 5, 2011 at 6:33 PM, Mauricio Tavares <raubvogel at gmail.com>
> wrote:
>>
>> On Tue, Jul 5, 2011 at 6:25 PM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:
>> > Mauricio,
>> >
>> > Why not just keep it simple and send them an email with some simple
>> > ticket
>> > info and the ticket id so they can just link to the ticket and see
>> > whatever
>> > info they need. They are going to need to go into the ticket anyway.
>> > Clicking a link to the ticket won't take anymore time than clicking any
>> > attachment in the email. AND if the ticket has several attachments (as
>> > many
>> > of ours do), this simplifies the process a great deal.
>> >
>> ? ? ?I agree; I actually have that working (well the text part of the
>> comment is shown on the ticket and then the non-text attachments are
>> provided as links). Problem is that is what they want is the new
>> ticket owner to get a complete copy of the last ticket correspondence
>> so he can reply to it and it will be sent to the requestor. New owner
>> should not need to go to the RT web interface to do that. And that has
>> turned out to be a bit more challenging than I originally expected. :)
>>
>> > Just a thought.
>> >
>> > Kenn
>> >
>> > On Tue, Jul 5, 2011 at 3:01 PM, Mauricio Tavares <raubvogel at gmail.com>
>> > wrote:
>> >>
>> >> On Tue, Jul 5, 2011 at 5:55 PM, Mauricio Tavares <raubvogel at gmail.com>
>> >> wrote:
>> >> > On Tue, Jul 5, 2011 at 5:51 PM, Kenneth Crocker <kfcrocker at lbl.gov>
>> >> > wrote:
>> >> >> Mauricio,
>> >> >>
>> >> >> Who are you sending the email to?
>> >> >>
>> >> > ? The new ticket owner.
>> >> >
>> >> ? ? ?Something on these lines (not claiming to be proper or correct)
>> >> is what I am trying to do:
>> >>
>> >> {
>> >> ? my $Transactions = $Ticket->Transactions;
>> >> ? $RT::Logger->debug("Find Transaction");
>> >> ? $Transactions->Limit( FIELD => 'Type',
>> >> ? ? ? ? ? ? ? ? ? ? ? ? ?VALUE => "Correspond"
>> >> ? ? ? ? ? ? ? ? ? ? ? ?);
>> >> ? $Transaction = $Transactions->Last;
>> >> ? $RT::Logger->debug("Found Transaction : $Transaction");
>> >> }To: { $Ticket->OwnerObj->EmailAddress }
>> >> Subject: { $Ticket->Subject() }
>> >> RT-Attach-Message: yes
>> >>
>> >> But I am not able to feed the $Transaction I want (the one I got above
>> >> the headers) to RT-Attach-Message.
>> >>
>> >> >> Kenn
>> >> >> LBNL
>> >> >>
>> >> >> On Tue, Jul 5, 2011 at 12:35 PM, Mauricio Tavares
>> >> >> <raubvogel at gmail.com>
>> >> >> wrote:
>> >> >>>
>> >> >>> On Tue, Jul 5, 2011 at 2:31 PM, Kenneth Crocker <kfcrocker at lbl.gov>
>> >> >>> wrote:
>> >> >>> > Mauricio,
>> >> >>> >
>> >> >>> > What is it you want to do? It sounds like you want to put the
>> >> >>> > last
>> >> >>> > correspondence of a ticket into an email/template when the owner
>> >> >>> > of
>> >> >>> > a
>> >> >>> > ticket
>> >> >>> > is changed. Is that right? Technically, there WAS a transaction
>> >> >>> > record
>> >> >>> > created, but since it only involved an owner change, that's the
>> >> >>> > only
>> >> >>> > info on
>> >> >>> > the transaction record.
>> >> >>> >
>> >> >>> > If this is what you want to do, it CAN be done fairly easily with
>> >> >>> > a
>> >> >>> > scrip.
>> >> >>> > What you want to do is pull up the last comment transaction
>> >> >>> > entered
>> >> >>> > for
>> >> >>> > that
>> >> >>> > ticket. You can do that IN a template.
>> >> >>> >
>> >> >>> ? ? ?Well, this what I want do do:
>> >> >>>
>> >> >>> If ticket owner changed
>> >> >>> ? Send the last correspondence of a ticket into an email/template
>> >> >>> (as
>> >> >>> correspondence) to the new ticket owner.
>> >> >>>
>> >> >>> When I mean last correspondence I do want to include every
>> >> >>> attachment
>> >> >>> (.zip files, jpg, etc) ?it came with (like what you would get by
>> >> >>> having RT-Attach-Message: yes), not only the textual content (which
>> >> >>> is
>> >> >>> what you would get by doing $Transaction->Content).
>> >> >>>
>> >> >>> From what I understand, $Transaction->Content (and
>> >> >>> RT-Attach-Message:
>> >> >>> yes) need the last Transaction to be a correspondence type to do
>> >> >>> their
>> >> >>> magic. But since the transaction associated with owner changing
>> >> >>> does
>> >> >>> not generate a correspondence, I cannot use them as they are. Well,
>> >> >>> as
>> >> >>> you pointed out, getting the text part of the last correspondence
>> >> >>> and
>> >> >>> creating a correspondence with that as the content is, quite easy.
>> >> >>> The
>> >> >>> non-text attachments are causing me problems.
>> >> >>>
>> >> >>> In my test script I grabbed only the transactions in that ticket
>> >> >>> with
>> >> >>> correspondence in them and am able to see which attachments the
>> >> >>> last
>> >> >>> correspondence had. That really does not do me any good but at
>> >> >>> least
>> >> >>> made me feel happy that I was able to find the attachments. :)
>> >> >>>
>> >> >>> > Hope this helps.
>> >> >>> >
>> >> >>> > Kenn
>> >> >>> > LBNL
>> >> >>> >
>> >> >>> > On Thu, Jun 30, 2011 at 2:59 PM, Mauricio Tavares
>> >> >>> > <raubvogel at gmail.com>
>> >> >>> > wrote:
>> >> >>> >>
>> >> >>> >> ? ? ?From what I understand (thanks trs), in an on Owner Change
>> >> >>> >> event
>> >> >>> >> you cannot rely on using {$Transaction->Content()} to copy the
>> >> >>> >> last
>> >> >>> >> message/correspondence in a given ticket because no transaction
>> >> >>> >> was
>> >> >>> >> created. So, how can you fake it in an template? If the content
>> >> >>> >> was
>> >> >>> >> only a text file, it is not hard to do it, but what happens when
>> >> >>> >> you
>> >> >>> >> also have attachments? I wrote the following template,
>> >> >>> >>
>> >> >>> >> {
>> >> >>> >> ? my $thingie = "Attachments:";
>> >> >>> >> ? my $Transactions = $Ticket->Transactions;
>> >> >>> >>
>> >> >>> >> ? $Transactions->Limit( FIELD => 'Type',
>> >> >>> >> ? ? ? ? ? ? ? ? ? ? ? ? ? VALUE => "Correspond"
>> >> >>> >> ? ? ? ? ? ? ? ? ? ? ? ? );
>> >> >>> >> ? # $Rt::Logger->debug("Find Transaction");
>> >> >>> >> ? my $TransactionObj = $Transactions->Last;
>> >> >>> >> ? ? ?my $AttachmentsObj =
>> >> >>> >> RT::Attachments->new($TransactionObj->CurrentUser);
>> >> >>> >> ? ? ?$AttachmentsObj->Limit( FIELD => 'TransactionID',
>> >> >>> >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?VALUE => $TransactionObj->id
>> >> >>> >> ? ? ? ? ? ? ? ? ? ? ? ? ? ?);
>> >> >>> >> ? ? ?while ( my $a = $AttachmentsObj->Next ) {
>> >> >>> >> ? ? ? ? $thingie .= "\nFound an attachment with encoding " .
>> >> >>> >> $a->ContentType . " and ID " . $a->id;
>> >> >>> >> ? ? ? ? if ( $a->ContentType eq 'text/plain' || $a->ContentType
>> >> >>> >> eq
>> >> >>> >> 'text/html'){
>> >> >>> >> ? ? ? ? ? ?$thingie .= "\nContent:\n" . $a->Content;
>> >> >>> >> ? ? ? ? }
>> >> >>> >> ? ? ? ? elseif ( $a->ContentType eq 'multipart/mixed') {
>> >> >>> >> ? ? ? ? }
>> >> >>> >> ? ? ? ? else {
>> >> >>> >> ? ? ? ? ? ?$thingie .= "\n" . $RT::WebURL
>> >> >>> >> ."/Ticket/Attachment/".
>> >> >>> >> $a->TransactionId ."/". $a->id ."/". $a->Filename;
>> >> >>> >> ? ? ? ? ? ?$thingie .= "\n ? ?";
>> >> >>> >> ? ? ? ? }
>> >> >>> >> ? ? ?}
>> >> >>> >> ? $thingie;
>> >> >>> >> }
>> >> >>> >>
>> >> >>> >> which finds the attachments and put links for the non-text (from
>> >> >>> >> http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail)
>> >> >>> >> attachments, but what I really want is, well, emulate
>> >> >>> >> {$Transaction->Content()}. Would anyone have any pointers?
>> >> >>> >>
>> >> >>> >> --------
>> >> >>> >> 2011 Training: http://bestpractical.com/services/training.html
>> >> >>> >
>> >> >>> >
>> >> >>> >
>> >> >>> > --------
>> >> >>> > 2011 Training: http://bestpractical.com/services/training.html
>> >> >>> >
>> >> >>
>> >> >>
>> >> >>
>> >> >> --------
>> >> >> 2011 Training: http://bestpractical.com/services/training.html
>> >> >>
>> >> >
>> >
>> >
>> >
>> > --------
>> > 2011 Training: http://bestpractical.com/services/training.html
>> >
>>
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
>
>
>
> --
> Mike Johnson
> Datatel Programmer/Analyst
> Northern Ontario School of Medicine
> 955 Oliver Road
> Thunder Bay, ON?? P7B 5E1
> Phone: (807) 766-7331
> Email: mike.johnson at nosm.ca
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>


From vinod.rapolu at yahoo.com  Thu Jul  7 11:42:27 2011
From: vinod.rapolu at yahoo.com (Direct Insure Online)
Date: Thu, 7 Jul 2011 08:42:27 -0700 (PDT)
Subject: [rt-users] Can't coerce array into hash at
	/opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
In-Reply-To: <CAHEKYV40iNH8-S9+u+QbLu+u_jCvW1u_8Vjk87CvGdovthYKdg@mail.gmail.com>
References: <BANLkTi=Cf1JCN9eEO9VpcP2tnJ9czxAd+w@mail.gmail.com>
	<CABqKps81-5ASK+XFS2GDKp5R7fUX5DLcu5D6+0F78zmsaA+Q9g@mail.gmail.com>
	<CAHEKYV5y4TEJhPrO7_vwBvBZfgA87iMBxdDbLv3+A025Uttuyg@mail.gmail.com>
	<CABqKps9eGRNYRVYxVYkDYvBN8+Dc3CRjvnZ-p5JOzBu6ppqA+g@mail.gmail.com>
	<CAHEKYV5ase2e=uFaJk_Oj8qaUvjViZvUJ6-wranH69h2fJDE0A@mail.gmail.com>
	<CAHEKYV7inoeXM6BqAp6QhazPXOHX-KXC_AHEq-YSLaP=Rk7dHA@mail.gmail.com>
	<CABqKps9KtFWoS6Ms-bnaEG4SLzzWbk2R5y4dkZnvYHKjHgMxXQ@mail.gmail.com>
	<CAHEKYV63ZBM8nydUNw4P0yztBviPYnULUA+3QTTKeubUvyPUjg@mail.gmail.com>
	<CAFuoEe8wFxqow5aqP8g+m5jkEF0y0ExyEm9e_29dsiUtkos8WA@mail.gmail.com>
	<CAHEKYV40iNH8-S9+u+QbLu+u_jCvW1u_8Vjk87CvGdovthYKdg@mail.gmail.com>
Message-ID: <1310053347.74632.YahooMailNeo@web125419.mail.ne1.yahoo.com>

Hi All,
?
We just upgraded our RT from 3.8.4 to 4.0.1We upgraded the database also.
?
When we want to create a new custom field we are getting the following errors
?
Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 620.
?
What could be the problem.
?
With Regards
Vinod.R
?

From: Mauricio Tavares <raubvogel at gmail.com>
To: Mike Johnson <mike.johnson at nosm.ca>
Cc: rt-users at lists.bestpractical.com
Sent: Thursday, July 7, 2011 10:40 AM
Subject: Re: [rt-users] Faking {$Transaction->Content()}

On Thu, Jul 7, 2011 at 9:59 AM, Mike Johnson <mike.johnson at nosm.ca> wrote:
> Just trying to peice together the workflow from the last few emails, sorry
> if I simplify it too much...
>
> - previous owner comments on ticket with attachments
> - somehow the owner changes(sounds like the previous owner may do this...
> not sure though)
> - email fires to new owner notifying him he owns this ticket
> - new owner uses email to communicate with requestor
>
? ? ? You got the workflow right. FYI, right now I am able to send an
email to new owner that looks like the last correspondence in the
ticket with two small exceptions:

o I created a header that indicates the new owner. Such header is only
sent to the AdminCcs, not to the requestor or other CCs. Owner can use
that header to filter out correspondence that is addressed to
him/her/it.

o Non-text attachments are shown as links instead of being attached to
the email being sent to the new owner. I would like to have them
attached but right now I do not know how to do it. I probably need to
learn how to create this email as a MIMEObj, which is my weakness
right now.

> Your end state is
> - owner changed
> - requestor gets attachments
> - new owner has a conduit to communicate to requestor via email
>
> The last part of that workflow makes me assume you have a scrip that
> notifies requestor on correspondence, so to me, the only thing that you need
> to do to get your end state, make the previous owner add the attachments as
> a correspondence instead of comment.
>
> If your end state also requires the new owner to have a copy of the
> attachments in his email, the?previous owner can do a 1 time cc to the new
> owner when he's?sending the reply with the attachments.
>
? ? ? But that would mean old owner would have to (a) pass ownership
to new owner and (b) cc the new owner. That makes it easier for old
owner to miss a step.

> If typing in the new owner's email address isn't reliable, there is an
> extension out there that does autocomplete, might be of some use? I've only
> looked at it once... not sure if it can be configured out of the box to do
> what you need, but it would be a starting point.
>
> Not sure if you can get the attachments from a previous transaction, but a
> little user training may make it so you don't have to.
>
? ? ? You should know by now it is easier to write code than to train users. ;)

> Thanks!
> Mike.
> On Tue, Jul 5, 2011 at 6:33 PM, Mauricio Tavares <raubvogel at gmail.com>
> wrote:
>>
>> On Tue, Jul 5, 2011 at 6:25 PM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:
>> > Mauricio,
>> >
>> > Why not just keep it simple and send them an email with some simple
>> > ticket
>> > info and the ticket id so they can just link to the ticket and see
>> > whatever
>> > info they need. They are going to need to go into the ticket anyway.
>> > Clicking a link to the ticket won't take anymore time than clicking any
>> > attachment in the email. AND if the ticket has several attachments (as
>> > many
>> > of ours do), this simplifies the process a great deal.
>> >
>> ? ? ?I agree; I actually have that working (well the text part of the
>> comment is shown on the ticket and then the non-text attachments are
>> provided as links). Problem is that is what they want is the new
>> ticket owner to get a complete copy of the last ticket correspondence
>> so he can reply to it and it will be sent to the requestor. New owner
>> should not need to go to the RT web interface to do that. And that has
>> turned out to be a bit more challenging than I originally expected. :)
>>
>> > Just a thought.
>> >
>> > Kenn
>> >
>> > On Tue, Jul 5, 2011 at 3:01 PM, Mauricio Tavares <raubvogel at gmail.com>
>> > wrote:
>> >>
>> >> On Tue, Jul 5, 2011 at 5:55 PM, Mauricio Tavares <raubvogel at gmail.com>
>> >> wrote:
>> >> > On Tue, Jul 5, 2011 at 5:51 PM, Kenneth Crocker <kfcrocker at lbl.gov>
>> >> > wrote:
>> >> >> Mauricio,
>> >> >>
>> >> >> Who are you sending the email to?
>> >> >>
>> >> > ? The new ticket owner.
>> >> >
>> >> ? ? ?Something on these lines (not claiming to be proper or correct)
>> >> is what I am trying to do:
>> >>
>> >> {
>> >> ? my $Transactions = $Ticket->Transactions;
>> >> ? $RT::Logger->debug("Find Transaction");
>> >> ? $Transactions->Limit( FIELD => 'Type',
>> >> ? ? ? ? ? ? ? ? ? ? ? ? ?VALUE => "Correspond"
>> >> ? ? ? ? ? ? ? ? ? ? ? ?);
>> >> ? $Transaction = $Transactions->Last;
>> >> ? $RT::Logger->debug("Found Transaction : $Transaction");
>> >> }To: { $Ticket->OwnerObj->EmailAddress }
>> >> Subject: { $Ticket->Subject() }
>> >> RT-Attach-Message: yes
>> >>
>> >> But I am not able to feed the $Transaction I want (the one I got above
>> >> the headers) to RT-Attach-Message.
>> >>
>> >> >> Kenn
>> >> >> LBNL
>> >> >>
>> >> >> On Tue, Jul 5, 2011 at 12:35 PM, Mauricio Tavares
>> >> >> <raubvogel at gmail.com>
>> >> >> wrote:
>> >> >>>
>> >> >>> On Tue, Jul 5, 2011 at 2:31 PM, Kenneth Crocker <kfcrocker at lbl.gov>
>> >> >>> wrote:
>> >> >>> > Mauricio,
>> >> >>> >
>> >> >>> > What is it you want to do? It sounds like you want to put the
>> >> >>> > last
>> >> >>> > correspondence of a ticket into an email/template when the owner
>> >> >>> > of
>> >> >>> > a
>> >> >>> > ticket
>> >> >>> > is changed. Is that right? Technically, there WAS a transaction
>> >> >>> > record
>> >> >>> > created, but since it only involved an owner change, that's the
>> >> >>> > only
>> >> >>> > info on
>> >> >>> > the transaction record.
>> >> >>> >
>> >> >>> > If this is what you want to do, it CAN be done fairly easily with
>> >> >>> > a
>> >> >>> > scrip.
>> >> >>> > What you want to do is pull up the last comment transaction
>> >> >>> > entered
>> >> >>> > for
>> >> >>> > that
>> >> >>> > ticket. You can do that IN a template.
>> >> >>> >
>> >> >>> ? ? ?Well, this what I want do do:
>> >> >>>
>> >> >>> If ticket owner changed
>> >> >>> ? Send the last correspondence of a ticket into an email/template
>> >> >>> (as
>> >> >>> correspondence) to the new ticket owner.
>> >> >>>
>> >> >>> When I mean last correspondence I do want to include every
>> >> >>> attachment
>> >> >>> (.zip files, jpg, etc) ?it came with (like what you would get by
>> >> >>> having RT-Attach-Message: yes), not only the textual content (which
>> >> >>> is
>> >> >>> what you would get by doing $Transaction->Content).
>> >> >>>
>> >> >>> From what I understand, $Transaction->Content (and
>> >> >>> RT-Attach-Message:
>> >> >>> yes) need the last Transaction to be a correspondence type to do
>> >> >>> their
>> >> >>> magic. But since the transaction associated with owner changing
>> >> >>> does
>> >> >>> not generate a correspondence, I cannot use them as they are. Well,
>> >> >>> as
>> >> >>> you pointed out, getting the text part of the last correspondence
>> >> >>> and
>> >> >>> creating a correspondence with that as the content is, quite easy.
>> >> >>> The
>> >> >>> non-text attachments are causing me problems.
>> >> >>>
>> >> >>> In my test script I grabbed only the transactions in that ticket
>> >> >>> with
>> >> >>> correspondence in them and am able to see which attachments the
>> >> >>> last
>> >> >>> correspondence had. That really does not do me any good but at
>> >> >>> least
>> >> >>> made me feel happy that I was able to find the attachments. :)
>> >> >>>
>> >> >>> > Hope this helps.
>> >> >>> >
>> >> >>> > Kenn
>> >> >>> > LBNL
>> >> >>> >
>> >> >>> > On Thu, Jun 30, 2011 at 2:59 PM, Mauricio Tavares
>> >> >>> > <raubvogel at gmail.com>
>> >> >>> > wrote:
>> >> >>> >>
>> >> >>> >> ? ? ?From what I understand (thanks trs), in an on Owner Change
>> >> >>> >> event
>> >> >>> >> you cannot rely on using {$Transaction->Content()} to copy the
>> >> >>> >> last
>> >> >>> >> message/correspondence in a given ticket because no transaction
>> >> >>> >> was
>> >> >>> >> created. So, how can you fake it in an template? If the content
>> >> >>> >> was
>> >> >>> >> only a text file, it is not hard to do it, but what happens when
>> >> >>> >> you
>> >> >>> >> also have attachments? I wrote the following template,
>> >> >>> >>
>> >> >>> >> {
>> >> >>> >> ? my $thingie = "Attachments:";
>> >> >>> >> ? my $Transactions = $Ticket->Transactions;
>> >> >>> >>
>> >> >>> >> ? $Transactions->Limit( FIELD => 'Type',
>> >> >>> >> ? ? ? ? ? ? ? ? ? ? ? ? ? VALUE => "Correspond"
>> >> >>> >> ? ? ? ? ? ? ? ? ? ? ? ? );
>> >> >>> >> ? # $Rt::Logger->debug("Find Transaction");
>> >> >>> >> ? my $TransactionObj = $Transactions->Last;
>> >> >>> >> ? ? ?my $AttachmentsObj =
>> >> >>> >> RT::Attachments->new($TransactionObj->CurrentUser);
>> >> >>> >> ? ? ?$AttachmentsObj->Limit( FIELD => 'TransactionID',
>> >> >>> >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?VALUE => $TransactionObj->id
>> >> >>> >> ? ? ? ? ? ? ? ? ? ? ? ? ? ?);
>> >> >>> >> ? ? ?while ( my $a = $AttachmentsObj->Next ) {
>> >> >>> >> ? ? ? ? $thingie .= "\nFound an attachment with encoding " .
>> >> >>> >> $a->ContentType . " and ID " . $a->id;
>> >> >>> >> ? ? ? ? if ( $a->ContentType eq 'text/plain' || $a->ContentType
>> >> >>> >> eq
>> >> >>> >> 'text/html'){
>> >> >>> >> ? ? ? ? ? ?$thingie .= "\nContent:\n" . $a->Content;
>> >> >>> >> ? ? ? ? }
>> >> >>> >> ? ? ? ? elseif ( $a->ContentType eq 'multipart/mixed') {
>> >> >>> >> ? ? ? ? }
>> >> >>> >> ? ? ? ? else {
>> >> >>> >> ? ? ? ? ? ?$thingie .= "\n" . $RT::WebURL
>> >> >>> >> ."/Ticket/Attachment/".
>> >> >>> >> $a->TransactionId ."/". $a->id ."/". $a->Filename;
>> >> >>> >> ? ? ? ? ? ?$thingie .= "\n ? ?";
>> >> >>> >> ? ? ? ? }
>> >> >>> >> ? ? ?}
>> >> >>> >> ? $thingie;
>> >> >>> >> }
>> >> >>> >>
>> >> >>> >> which finds the attachments and put links for the non-text (from
>> >> >>> >> http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail)
>> >> >>> >> attachments, but what I really want is, well, emulate
>> >> >>> >> {$Transaction->Content()}. Would anyone have any pointers?
>> >> >>> >>
>> >> >>> >> --------
>> >> >>> >> 2011 Training: http://bestpractical.com/services/training.html
>> >> >>> >
>> >> >>> >
>> >> >>> >
>> >> >>> > --------
>> >> >>> > 2011 Training: http://bestpractical.com/services/training.html
>> >> >>> >
>> >> >>
>> >> >>
>> >> >>
>> >> >> --------
>> >> >> 2011 Training: http://bestpractical.com/services/training.html
>> >> >>
>> >> >
>> >
>> >
>> >
>> > --------
>> > 2011 Training: http://bestpractical.com/services/training.html
>> >
>>
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
>
>
>
> --
> Mike Johnson
> Datatel Programmer/Analyst
> Northern Ontario School of Medicine
> 955 Oliver Road
> Thunder Bay, ON?? P7B 5E1
> Phone: (807) 766-7331
> Email: mike.johnson at nosm.ca
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>

--------
2011 Training: http://bestpractical.com/services/training.html
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From alexmv at bestpractical.com  Thu Jul  7 12:28:21 2011
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 07 Jul 2011 12:28:21 -0400
Subject: [rt-users] RTV4.0.0:  User Access Restrictions
In-Reply-To: <4E15BA2D.4080409@bestpractical.com>
References: <0F5FC019E0CDF3459EE1B8D44E850727480B1F7DBA@BNE-EXCH.coloradogroup.com.au>
	<4E15BA2D.4080409@bestpractical.com>
Message-ID: <1310056101.3481.0.camel@umgah>

On Thu, 2011-07-07 at 09:52 -0400, Thomas Sibley wrote:
> On 07/06/2011 06:44 PM, Joanne Keown wrote:
> > Back in June I emailed the below question/request for help and I don?t
> > believe I have seen a response to that.
> > 
> > Does anyone have any good ideas/pointers on this?  I have searched
> > archives & manuals etc. but I can?t see what right I am applying that is
> > allowing all my users Admin rights.
> 
> The information in the spreadsheet simply isn't enough.  There's many
> other places you could be granting them rights.  We can't offer more
> than guesses without essentially a database dump of the relevant RT tables.

You have likely misapplied the "Superuser" right on some group the users
are in, directly or indirectly.  The following (which is untested,
simply written off the top of my head), run from your database, should
tell you which group that they are in has this right: 

select Groups.* from Users
  join CachedGroupMembers on CachedGroupMembers.MemberId = Users.id
  join ACL on ACL.PrincipalId = CachedGroupMembers.GroupId
          and ACL.RightName = 'SuperUser'
  join Groups on Groups.id = ACL.PrincipalId
where Users.Name = 'dchapman'

- Alex



From falcone at bestpractical.com  Thu Jul  7 12:46:41 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 7 Jul 2011 12:46:41 -0400
Subject: [rt-users] Can't coerce array into hash at
 /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
In-Reply-To: <1310053347.74632.YahooMailNeo@web125419.mail.ne1.yahoo.com>
References: <1310053347.74632.YahooMailNeo@web125419.mail.ne1.yahoo.com>
Message-ID: <20110707164641.GI27846@jibsheet.com>

On Thu, Jul 07, 2011 at 08:42:27AM -0700, Direct Insure Online wrote:
>    We just upgraded our RT from 3.8.4 to 4.0.1
>    We upgraded the database also.
> 
>    When we want to create a new custom field we are getting the following errors
> 
>    Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
>    Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 620.
> 
>    What could be the problem.

The most common failure for something like this is that you have a
CustomField_Overlay.pm left over from 3.8 and didn't follow the
directions.  Alternately, you might have a local customization or
extension that affects Custom Fields.

-kevin
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From kfcrocker at lbl.gov  Thu Jul  7 12:50:41 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 7 Jul 2011 09:50:41 -0700
Subject: [rt-users] Graph and Dashboards by email
In-Reply-To: <22109_1310024702_4E1563FE_22109_36_1_OFC44456AE.E25AA9F3-ONC12578C6.00297727-C12578C6.002A9179@sagemcom.com>
References: <22109_1310024702_4E1563FE_22109_36_1_OFC44456AE.E25AA9F3-ONC12578C6.00297727-C12578C6.002A9179@sagemcom.com>
Message-ID: <CABqKps_vUqbP8riqzz_B=ZTN8X7kpOAa6Ea_aCcLNZ6rP2okUA@mail.gmail.com>

Raphael,

No it isn't. I have some graphs I send out in a dashboard and they all look
fine. The only problem I've had with dashboards is the "No Limit" option
doesn't really work and the output gets dropped after a certain number of
lines. The graphs show up fine (I'm still in 3.8.7).

Two considerations, your email provider (Gmail, etc.) may not like the html
or whatever format you are sending and it has to be configured for that type
of info. Maybe it wants text only. The other consideration is what you might
have to do to RT to configure output in email to make graphs display inline.
I really don't know as I haven't had to look into anything like that as yet.

Hope this helped.

Kenn
LBNL

2011/7/7 Rapha?l MOUNEYRES <raphael.mouneyres at sagemcom.com>

>
> Hi,
> still using RT 3.8.8 ;)
>
> i have included multiple Queries to a dashboard, including 2 graphs : A pie
> chart one , and a tickets relationship one
> This dashboard is correctly displaying all my queries (tables & graphs)
> inside RT webUI.
> But when sending this dashboard on email, the graphs aren't displayed (i've
> got a small red box with a cross instead , meaning image not available)...
> our mail client is Lotus Notes.
> Is it normal ?
>
> Rapha?l
>
> #
> " Ce courriel et les documents qui lui sont joints peuvent contenir des
> informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont
> pas destin?s, nous vous signalons qu'il est strictement interdit de les
> divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce
> soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
> informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
> informatique ce courriel ainsi que tous les documents qui y sont attach?s."
>
>
>                                ******
>
> " This e-mail and any attached documents may contain confidential or
> proprietary information. If you are not the intended recipient, you are
> notified that any dissemination, copying of this e-mail and any attachments
> thereto or use of their contents by any means whatsoever is strictly
> prohibited. If you have received this e-mail in error, please advise the
> sender immediately and delete this e-mail and all attached documents
> from your computer system."
> #
>
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
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From kfcrocker at lbl.gov  Thu Jul  7 12:59:42 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 7 Jul 2011 09:59:42 -0700
Subject: [rt-users] RTV4.0.0: User Access Restrictions
In-Reply-To: <1310056101.3481.0.camel@umgah>
References: <0F5FC019E0CDF3459EE1B8D44E850727480B1F7DBA@BNE-EXCH.coloradogroup.com.au>
	<4E15BA2D.4080409@bestpractical.com>
	<1310056101.3481.0.camel@umgah>
Message-ID: <CABqKps8bO588-qs3yRoT=vk_DSdBvNvBgm0boGtSDFMzrEBUcA@mail.gmail.com>

Joanne,

Have you installed RT::Rights Matrix? I have found that VERY useful in the
past. If someone is getting rights from more than one setting, it will show
up in those results.

Kenn
LBNL


On Thu, Jul 7, 2011 at 9:28 AM, Alex Vandiver <alexmv at bestpractical.com>wrote:

> On Thu, 2011-07-07 at 09:52 -0400, Thomas Sibley wrote:
> > On 07/06/2011 06:44 PM, Joanne Keown wrote:
> > > Back in June I emailed the below question/request for help and I don?t
> > > believe I have seen a response to that.
> > >
> > > Does anyone have any good ideas/pointers on this?  I have searched
> > > archives & manuals etc. but I can?t see what right I am applying that
> is
> > > allowing all my users Admin rights.
> >
> > The information in the spreadsheet simply isn't enough.  There's many
> > other places you could be granting them rights.  We can't offer more
> > than guesses without essentially a database dump of the relevant RT
> tables.
>
> You have likely misapplied the "Superuser" right on some group the users
> are in, directly or indirectly.  The following (which is untested,
> simply written off the top of my head), run from your database, should
> tell you which group that they are in has this right:
>
> select Groups.* from Users
>  join CachedGroupMembers on CachedGroupMembers.MemberId = Users.id
>  join ACL on ACL.PrincipalId = CachedGroupMembers.GroupId
>          and ACL.RightName = 'SuperUser'
>  join Groups on Groups.id = ACL.PrincipalId
> where Users.Name = 'dchapman'
>
> - Alex
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
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From jlynn at porta202.org  Thu Jul  7 14:10:07 2011
From: jlynn at porta202.org (Jared Lynn)
Date: Thu, 7 Jul 2011 13:10:07 -0500
Subject: [rt-users] (no subject)
Message-ID: <CAOCLhTAeXtO0epC66zrXKGSiH3BDDTWjhLJMnkPC=xr7mGvLrA@mail.gmail.com>

I am upgrading from RT3.8.10 to RT4.* and have completed the entire
upgrade up to the point of getting Apache2 to recognize the new
location of RT.

In 3.8.10, I point the /etc/apache2/sites-available/default file to:
"Include /etc/request-tracker3.8/apache2-modperl2.conf
RedirectMatch ^/$ /rt"

What do I replace in the default file to point apache to the new interface?

RT4 resides in /opt/rt4/

I hope that gives enough information for a solution. I have been
through the /docs and read the web-deployment file and all other
upgrade documentation and still no go...

I know just enough about Apache to be considered dangerous and not
enough to actually understand what I'm messing up.
Jared Lynn
PORTA? CUSD #202 Technology Coordinator
E-mail: jlynn at porta202.org
Phone: 217-501-4920


From falcone at bestpractical.com  Thu Jul  7 14:21:35 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 7 Jul 2011 14:21:35 -0400
Subject: [rt-users] (no subject)
In-Reply-To: <CAOCLhTAeXtO0epC66zrXKGSiH3BDDTWjhLJMnkPC=xr7mGvLrA@mail.gmail.com>
References: <CAOCLhTAeXtO0epC66zrXKGSiH3BDDTWjhLJMnkPC=xr7mGvLrA@mail.gmail.com>
Message-ID: <20110707182135.GJ27846@jibsheet.com>

On Thu, Jul 07, 2011 at 01:10:07PM -0500, Jared Lynn wrote:
> I am upgrading from RT3.8.10 to RT4.* and have completed the entire
> upgrade up to the point of getting Apache2 to recognize the new
> location of RT.
> 
> In 3.8.10, I point the /etc/apache2/sites-available/default file to:
> "Include /etc/request-tracker3.8/apache2-modperl2.conf
> RedirectMatch ^/$ /rt"
> 
> What do I replace in the default file to point apache to the new interface?
> 
> RT4 resides in /opt/rt4/
> 
> I hope that gives enough information for a solution. I have been
> through the /docs and read the web-deployment file and all other
> upgrade documentation and still no go...
> 
> I know just enough about Apache to be considered dangerous and not
> enough to actually understand what I'm messing up.

You have to follow the mod_perl2 directions in docs/web_deployment.pod
or use the request-tracker4 packages that are available in debian
testing (since you appear to be using packages for 3.8)

-kevin
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From jlynn at porta202.org  Thu Jul  7 14:27:59 2011
From: jlynn at porta202.org (Jared Lynn)
Date: Thu, 7 Jul 2011 13:27:59 -0500
Subject: [rt-users] (no subject)
In-Reply-To: <20110707182135.GJ27846@jibsheet.com>
References: <CAOCLhTAeXtO0epC66zrXKGSiH3BDDTWjhLJMnkPC=xr7mGvLrA@mail.gmail.com>
	<20110707182135.GJ27846@jibsheet.com>
Message-ID: <CAOCLhTAbsbAzbcSLnp0FEJ9uLz4Xo1ZdVjxH8c-3nD88fB+p2Q@mail.gmail.com>

Do you remove the default virtualHost information and then update the
ports file?
Jared Lynn
PORTA? CUSD #202 Technology Coordinator
E-mail: jlynn at porta202.org
Phone: 217-501-4920



On Thu, Jul 7, 2011 at 1:21 PM, Kevin Falcone <falcone at bestpractical.com> wrote:
> On Thu, Jul 07, 2011 at 01:10:07PM -0500, Jared Lynn wrote:
>> I am upgrading from RT3.8.10 to RT4.* and have completed the entire
>> upgrade up to the point of getting Apache2 to recognize the new
>> location of RT.
>>
>> In 3.8.10, I point the /etc/apache2/sites-available/default file to:
>> "Include /etc/request-tracker3.8/apache2-modperl2.conf
>> RedirectMatch ^/$ /rt"
>>
>> What do I replace in the default file to point apache to the new interface?
>>
>> RT4 resides in /opt/rt4/
>>
>> I hope that gives enough information for a solution. I have been
>> through the /docs and read the web-deployment file and all other
>> upgrade documentation and still no go...
>>
>> I know just enough about Apache to be considered dangerous and not
>> enough to actually understand what I'm messing up.
>
> You have to follow the mod_perl2 directions in docs/web_deployment.pod
> or use the request-tracker4 packages that are available in debian
> testing (since you appear to be using packages for 3.8)
>
> -kevin
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>


From gregor.binder at gmx.net  Thu Jul  7 15:46:49 2011
From: gregor.binder at gmx.net (Gregor Binder)
Date: Thu, 07 Jul 2011 21:46:49 +0200 (CEST)
Subject: [rt-users] rt4: edit search to display resolved tickets
In-Reply-To: <CAOmWLop8fBy4qxSdRNygwcVVbNJz-P+ENuSPz8GPH6uoWE_r+w@mail.gmail.com>
Message-ID: <47208465-8cb4-4aa7-a224-d70a34d378d3@beauty.mydomain>

hi,

thanks for the hint but these don't change the default behavior for the searchfield thats in the upper right corner. to search for "someticket resolved" are also no solution because we need to search always for tickets in the whole lifecycle.

greetings
gregor

----- Original Message -----
> From: "Michael Steen" <michael.steen at livetext.com>
> To: "Gregor Binder" <gregor.binder at gmx.net>
> Sent: Thursday, 7 July, 2011 7:19:36 PM
> Subject: Re: [rt-users] rt4: edit search to display resolved tickets
> 
> You probably want to look at how to save a search, then how to edit
> your RT At A Glance screen on the wiki
> 
> http://requesttracker.wikia.com/wiki/ManualSearchTickets
> 
> 
> On Wed, Jul 6, 2011 at 4:11 PM, Gregor Binder < gregor.binder at gmx.net
> > wrote:
> 
> 
> hi,
> 
> how can i edit the search in the upper right to display all tickets
> also resolved?
> 
> greetings
> gregor
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html
> 
> 


From falcone at bestpractical.com  Thu Jul  7 15:57:23 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 7 Jul 2011 15:57:23 -0400
Subject: [rt-users] rt4: edit search to display resolved tickets
In-Reply-To: <47208465-8cb4-4aa7-a224-d70a34d378d3@beauty.mydomain>
References: <CAOmWLop8fBy4qxSdRNygwcVVbNJz-P+ENuSPz8GPH6uoWE_r+w@mail.gmail.com>
	<47208465-8cb4-4aa7-a224-d70a34d378d3@beauty.mydomain>
Message-ID: <20110707195723.GK27846@jibsheet.com>

On Thu, Jul 07, 2011 at 09:46:49PM +0200, Gregor Binder wrote:
> thanks for the hint but these don't change the default behavior for
> the searchfield thats in the upper right corner. to search for
> "someticket resolved" are also no solution because we need to search
> always for tickets in the whole lifecycle.

As I mentioned in #rt - there's a config option for that in RT4

-kevin

> 
> ----- Original Message -----
> > From: "Michael Steen" <michael.steen at livetext.com>
> > To: "Gregor Binder" <gregor.binder at gmx.net>
> > Sent: Thursday, 7 July, 2011 7:19:36 PM
> > Subject: Re: [rt-users] rt4: edit search to display resolved tickets
> > 
> > You probably want to look at how to save a search, then how to edit
> > your RT At A Glance screen on the wiki
> > 
> > http://requesttracker.wikia.com/wiki/ManualSearchTickets
> > 
> > 
> > On Wed, Jul 6, 2011 at 4:11 PM, Gregor Binder < gregor.binder at gmx.net
> > > wrote:
> > 
> > 
> > hi,
> > 
> > how can i edit the search in the upper right to display all tickets
> > also resolved?
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From vinod.rapolu at yahoo.com  Thu Jul  7 16:01:27 2011
From: vinod.rapolu at yahoo.com (Direct Insure Online)
Date: Thu, 7 Jul 2011 13:01:27 -0700 (PDT)
Subject: [rt-users] Can't coerce array into hash at
	/opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
In-Reply-To: <20110707164641.GI27846@jibsheet.com>
References: <1310053347.74632.YahooMailNeo@web125419.mail.ne1.yahoo.com>
	<20110707164641.GI27846@jibsheet.com>
Message-ID: <1310068887.6650.YahooMailNeo@web125417.mail.ne1.yahoo.com>

Hi Kevin,
?
I deleted all *_Overlay.pm files when I upgraded and I have the following setting in RT_SiteConfig.pm
Set(@Plugins, qw(
???????????????? RT::Authen::ExternalAuth
???????????????? RT::Extension::CustomField::Checkbox
??????????????? ));

If I comment the above one I am getting the following error
could not find component for path 'EditCustomFieldSelectCheckbox' 
?
If I enable the above in RT_SiteConfig.pm I am getting the following error
Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 620.

With Regards
Vinod.R
?

From: Kevin Falcone <falcone at bestpractical.com>
To: rt-users at lists.bestpractical.com
Sent: Thursday, July 7, 2011 12:46 PM
Subject: Re: [rt-users] Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.

On Thu, Jul 07, 2011 at 08:42:27AM -0700, Direct Insure Online wrote:
>? ? We just upgraded our RT from 3.8.4 to 4.0.1
>? ? We upgraded the database also.
> 
>? ? When we want to create a new custom field we are getting the following errors
> 
>? ? Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
>? ? Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 620.
> 
>? ? What could be the problem.

The most common failure for something like this is that you have a
CustomField_Overlay.pm left over from 3.8 and didn't follow the
directions.? Alternately, you might have a local customization or
extension that affects Custom Fields.

-kevin


--------
2011 Training: http://bestpractical.com/services/training.html
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From falcone at bestpractical.com  Thu Jul  7 16:38:05 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 7 Jul 2011 16:38:05 -0400
Subject: [rt-users] Can't coerce array into hash at
 /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
In-Reply-To: <20110707203119.GL27846@jibsheet.com>
References: <1310053347.74632.YahooMailNeo@web125419.mail.ne1.yahoo.com>
	<20110707164641.GI27846@jibsheet.com>
	<1310068887.6650.YahooMailNeo@web125417.mail.ne1.yahoo.com>
	<20110707203119.GL27846@jibsheet.com>
Message-ID: <20110707203805.GM27846@jibsheet.com>

On Thu, Jul 07, 2011 at 01:01:27PM -0700, Direct Insure Online wrote:
> Hi Kevin,
> ?
> I deleted all *_Overlay.pm files when I upgraded and I have the following setting in RT_SiteConfig.pm
> Set(@Plugins, qw(
> ???????????????? RT::Authen::ExternalAuth
> ???????????????? RT::Extension::CustomField::Checkbox
> ??????????????? ));

Ah, there's the problem.

RT-Extension-CustomField-Checkbox has been superseded by RT4 (and in
fact is really incompatible with RT4).  Unfortunately, there isn't
currently an upgrade script, although we'll make sure this gets into
the bug tracker.

You *should* be able to do something like this in your development
environment.

Find the entry in your CustomFields table with the Checkbox entry,
update Type to Select and DisplayType to List.

-kevin

> If I comment the above one I am getting the following error
> could not find component for path 'EditCustomFieldSelectCheckbox' 
> ?
> If I enable the above in RT_SiteConfig.pm I am getting the following error
> Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
> Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 620.
> 
> With Regards
> Vinod.R
> ?
> 
> From: Kevin Falcone <falcone at bestpractical.com>
> To: rt-users at lists.bestpractical.com
> Sent: Thursday, July 7, 2011 12:46 PM
> Subject: Re: [rt-users] Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
> 
> On Thu, Jul 07, 2011 at 08:42:27AM -0700, Direct Insure Online wrote:
> >? ? We just upgraded our RT from 3.8.4 to 4.0.1
> >? ? We upgraded the database also.
> > 
> >? ? When we want to create a new custom field we are getting the following errors
> > 
> >? ? Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
> >? ? Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 620.
> > 
> >? ? What could be the problem.
> 
> The most common failure for something like this is that you have a
> CustomField_Overlay.pm left over from 3.8 and didn't follow the
> directions.? Alternately, you might have a local customization or
> extension that affects Custom Fields.
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From vinod.rapolu at yahoo.com  Thu Jul  7 17:25:54 2011
From: vinod.rapolu at yahoo.com (Direct Insure Online)
Date: Thu, 7 Jul 2011 14:25:54 -0700 (PDT)
Subject: [rt-users] Can't coerce array into hash at
	/opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
In-Reply-To: <20110707203119.GL27846@jibsheet.com>
References: <1310053347.74632.YahooMailNeo@web125419.mail.ne1.yahoo.com>
	<20110707164641.GI27846@jibsheet.com>
	<1310068887.6650.YahooMailNeo@web125417.mail.ne1.yahoo.com>
	<20110707203119.GL27846@jibsheet.com>
Message-ID: <1310073954.41339.YahooMailNeo@web125411.mail.ne1.yahoo.com>

Hi Kevin,
?
Updated the database as you suggested.
Now on the form there are no radio button's
?
With Regards
Vinod.R

From: Kevin Falcone <falcone at bestpractical.com>
To: Direct Insure Online <vinod.rapolu at yahoo.com>
Sent: Thursday, July 7, 2011 4:31 PM
Subject: Re: [rt-users] Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.

On Thu, Jul 07, 2011 at 01:01:27PM -0700, Direct Insure Online wrote:
> Hi Kevin,
> ?
> I deleted all *_Overlay.pm files when I upgraded and I have the following setting in RT_SiteConfig.pm
> Set(@Plugins, qw(
> ???????????????? RT::Authen::ExternalAuth
> ???????????????? RT::Extension::CustomField::Checkbox
> ??????????????? ));

Ah, there's the problem.

RT-Extension-CustomField-Checkbox has been superseded by RT4 (and in
fact is really incompatible with RT4).? Unfortunately, there isn't
currently an upgrade script, although we'll make sure this gets into
the bug tracker.

You *should* be able to do something like this in your development
environment.

Find the entry in your CustomFields table with the Checkbox entry,
update Type to Select and DisplayType to List.

-kevin

> If I comment the above one I am getting the following error
> could not find component for path 'EditCustomFieldSelectCheckbox' 
> ?
> If I enable the above in RT_SiteConfig.pm I am getting the following error
> Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
> Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 620.
> 
> With Regards
> Vinod.R
> ?
> 
> From: Kevin Falcone <falcone at bestpractical.com>
> To: rt-users at lists.bestpractical.com
> Sent: Thursday, July 7, 2011 12:46 PM
> Subject: Re: [rt-users] Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
> 
> On Thu, Jul 07, 2011 at 08:42:27AM -0700, Direct Insure Online wrote:
> >? ? We just upgraded our RT from 3.8.4 to 4.0.1
> >? ? We upgraded the database also.
> > 
> >? ? When we want to create a new custom field we are getting the following errors
> > 
> >? ? Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
> >? ? Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 620.
> > 
> >? ? What could be the problem.
> 
> The most common failure for something like this is that you have a
> CustomField_Overlay.pm left over from 3.8 and didn't follow the
> directions.? Alternately, you might have a local customization or
> extension that affects Custom Fields.
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From yan at seiner.com  Thu Jul  7 17:38:51 2011
From: yan at seiner.com (Yan Seiner)
Date: Thu, 7 Jul 2011 14:38:51 -0700 (PDT)
Subject: [rt-users] RTx::Tags
Message-ID: <c31d0ab52fdf0a587e1f73fc0eb72187.squirrel@mail.seiner.com>



On Wed, July 6, 2011 4:36 pm, Edward Frye wrote:
> I am trying to work with this plugin, I would like to limit what gets
displayed to those where a tag is used more than one time rather than
every
> tag I have which has gotten out of hand.

I can't help you but thanks for pointing this out.

I installed the plugin as well.  I attached it to transactions as we need
to be able to find specific comments.

The search function doesn't work.  :-(

The Sinmple Search | Tag Cloud searches appear and the Transaction pane
has my tags in it.  But if I click on any of the tags I just get pointed
right back to the Tag Cloud page.  Using .Tags:MyTag yields 0 results.

Any thoughts?

--Yan



-- 
My daughter is racing a triathlon to raise money for her swim club.  Want
to help?

http://akari.seiner.com




From CLasater at taleo.com  Thu Jul  7 17:39:48 2011
From: CLasater at taleo.com (Christopher Lasater)
Date: Thu, 7 Jul 2011 17:39:48 -0400
Subject: [rt-users] New install of RT4 crashes Internet Explorer 8
In-Reply-To: <20110705173234.GB27846@jibsheet.com>
References: <23037DC22CE8C3428E7636883099F1AA6F9DB2A3A7@JXVXMP01.wwcorp.net>
	<20110701183037.GS876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A3EE@JXVXMP01.wwcorp.net>
	<20110701185151.GT876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A40D@JXVXMP01.wwcorp.net>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A427@JXVXMP01.wwcorp.net>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A529@JXVXMP01.wwcorp.net>
	<CANLQjM2ZXcZsUFa9BmiSs1wPCdA8GbqNM77mmDfg-WBhe9xd7g@mail.gmail.com>
	<20110705132416.GX876@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DB2A7D7@JXVXMP01.wwcorp.net>
	<20110705173234.GB27846@jibsheet.com>
Message-ID: <23037DC22CE8C3428E7636883099F1AA6F9DC1BBE3@JXVXMP01.wwcorp.net>

I believe me and a coworker have found the problem, if we comment out the line in the following file the problem goes away.  I assume it has to do with the PIE.htc which is at version 1.0beta2 current version is beta4, which I tried and did not help :/ 

/*    behavior: url(/NoAuth/css/images/PIE.htc); */

http://server.net/NoAuth/css/aileron/msie-pie.css


The following site does mention an issue with things not being loaded correctly outside of 100% zoom, but it does not mention CPU going to 100%.  

http://css3pie.com/documentation/known-issues/


-----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, July 05, 2011 1:33 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8

On Tue, Jul 05, 2011 at 12:56:16PM -0400, Christopher Lasater wrote:
> Unfortunately I experience the problem with my local RT4.0.1 but not 
> the issues.bestpractical.com. So its more than just what version of IE 
> you have. When changing the zoom level I can even get it to lock up 
> before logging in. Do you have any config changes on the apache side 
> for issues.bestpractical.com? mod_perl or fastcgi?

We're running a very vanilla mod_fastcgi setup, based on the documentation we ship with RT.

> IE Version 8.0.7600.16385 both 32 and 64bit version Windows 7 x64

I'm on an older IE8 release, but with WinXP for my IE8 machine.
Unfortunately, my Win7 machines are already running IE9 for testing.

-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: Tuesday, July 05, 2011 9:24 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8
> 
> On Mon, Jul 04, 2011 at 11:21:28AM +0100, Sean McDaid wrote:
> >    Hi, yes zooming also causes the same problem. When I turn off either scripting or CSS the
> >    problem disappears.
> >    I'm trying to figure out what IE is doing differently than Firefox/Chome.
> 
> Unfortunately, I'm unable to replicate this with IE8 on issues.bestpractical.com.  I can believe that IE has issues with zooming, but without being able to replicate it, it's hard to fix.
> 
> Can you tell us more about your specific version of IE and windows 
> versions.  There are too many variables at play with IE
> 
> -kevin
> 
> 
> >    On Sat, Jul 2, 2011 at 2:11 PM, Christopher Lasater <[1]CLasater at taleo.com> wrote:
> > 
> >      Hey Sean,
> >      Does zooming make the problem worse or do we have different issues?
> >      -----Original Message-----
> >      From: [2]rt-users-bounces at lists.bestpractical.com
> >      [mailto:[3]rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater
> >      Sent: Friday, July 01, 2011 3:20 PM
> >      To: [4]rt-users at lists.bestpractical.com
> >      Subject: Re: [rt-users] New install of RT4 crashes Internet 
> > Explorer 8
> > 
> >      It sounds dumb, but I think the issues I related to zooming in. If I have no zoom at 100%
> >      everything works fine. The second I try to zoom its freezes and if I am at 115%, which was
> >      my default, then it freezes when I get into rt at a glance. I can zoom in and out like crazy
> >      in Firefox without experiencing any problems.
> >      -----Original Message-----
> >      From: [5]rt-users-bounces at lists.bestpractical.com
> >      [mailto:[6]rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater
> >      Sent: Friday, July 01, 2011 3:04 PM
> >      To: [7]rt-users at lists.bestpractical.com
> >      Subject: Re: [rt-users] New install of RT4 crashes Internet 
> > Explorer 8
> > 
> >      Mod_perl2, External Auth to an LDAP server, LDAP Importer. Not sure what else you would be
> >      interested in.
> > 
> >      Problem occurs with or without IE compatibility mode.
> > 
> >      <VirtualHost [8]server.example.com:80>
> > 
> >      AddDefaultCharset UTF-8
> > 
> >      DocumentRoot "/opt/rt4/share/html"
> >      <Location />
> >      Order allow,deny
> >      Allow from all
> > 
> >      SetHandler perl-script
> >      PerlResponseHandler Plack::Handler::Apache2
> >      PerlSetVar psgi_app /opt/rt4/sbin/rt-server
> >      </Location>
> >      <Perl>
> >      use Plack::Handler::Apache2;
> >      Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
> >      </Perl>
> >      </VirtualHost>
> > 
> >      Set( $rtname, '[9]server.example.com');
> >      Set ($WebPath , "");
> >      Set ($WebBaseUrl , "[10]server.example.com:80"); Set ($WebURL ,
> >      "[11]http://server.example.com/"); Set ($WebDomain, 
> > "[12]server.example.com");
> > 
> >      Obviosly I changed my servername to [13]server.example.com all 
> > FQDN

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> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html

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From ruz at bestpractical.com  Thu Jul  7 17:58:34 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 8 Jul 2011 01:58:34 +0400
Subject: [rt-users] Can't coerce array into hash at
 /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
In-Reply-To: <20110707203805.GM27846@jibsheet.com>
References: <1310053347.74632.YahooMailNeo@web125419.mail.ne1.yahoo.com>
	<20110707164641.GI27846@jibsheet.com>
	<1310068887.6650.YahooMailNeo@web125417.mail.ne1.yahoo.com>
	<20110707203119.GL27846@jibsheet.com>
	<20110707203805.GM27846@jibsheet.com>
Message-ID: <CAMOxC8sxBCDa=MxjO-kZgKBqtJpOcavPzka66via7MLZtSxd3w@mail.gmail.com>

Hi,

Try the following SQL query that should help. I'm preparing a new
version of the extension to stop people from using it under RT4 and
help them upgrade. We'll try to automate process in 4.0.2.

    UPDATE CustomFields SET Type = 'Select' AND RenderType = 'List'
    WHERE Type = 'SelectCheckbox';


On Fri, Jul 8, 2011 at 12:38 AM, Kevin Falcone
<falcone at bestpractical.com> wrote:
> On Thu, Jul 07, 2011 at 01:01:27PM -0700, Direct Insure Online wrote:
>> Hi Kevin,
>>
>> I deleted all *_Overlay.pm files when I upgraded and I have the following setting in RT_SiteConfig.pm
>> Set(@Plugins, qw(
>> ???????????????? RT::Authen::ExternalAuth
>> ???????????????? RT::Extension::CustomField::Checkbox
>> ??????????????? ));
>
> Ah, there's the problem.
>
> RT-Extension-CustomField-Checkbox has been superseded by RT4 (and in
> fact is really incompatible with RT4). ?Unfortunately, there isn't
> currently an upgrade script, although we'll make sure this gets into
> the bug tracker.
>
> You *should* be able to do something like this in your development
> environment.
>
> Find the entry in your CustomFields table with the Checkbox entry,
> update Type to Select and DisplayType to List.
>
> -kevin
>
>> If I comment the above one I am getting the following error
>> could not find component for path 'EditCustomFieldSelectCheckbox'
>>
>> If I enable the above in RT_SiteConfig.pm I am getting the following error
>> Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
>> Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 620.
>>
>> With Regards
>> Vinod.R
>>
>>
>> From: Kevin Falcone <falcone at bestpractical.com>
>> To: rt-users at lists.bestpractical.com
>> Sent: Thursday, July 7, 2011 12:46 PM
>> Subject: Re: [rt-users] Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
>>
>> On Thu, Jul 07, 2011 at 08:42:27AM -0700, Direct Insure Online wrote:
>> >? ? We just upgraded our RT from 3.8.4 to 4.0.1
>> >? ? We upgraded the database also.
>> >
>> >? ? When we want to create a new custom field we are getting the following errors
>> >
>> >? ? Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
>> >? ? Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 620.
>> >
>> >? ? What could be the problem.
>>
>> The most common failure for something like this is that you have a
>> CustomField_Overlay.pm left over from 3.8 and didn't follow the
>> directions.? Alternately, you might have a local customization or
>> extension that affects Custom Fields.
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>



-- 
Best regards, Ruslan.


From falcone at bestpractical.com  Thu Jul  7 18:03:37 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 7 Jul 2011 18:03:37 -0400
Subject: [rt-users] Can't coerce array into hash at
 /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
In-Reply-To: <1310073954.41339.YahooMailNeo@web125411.mail.ne1.yahoo.com>
References: <1310053347.74632.YahooMailNeo@web125419.mail.ne1.yahoo.com>
	<20110707164641.GI27846@jibsheet.com>
	<1310068887.6650.YahooMailNeo@web125417.mail.ne1.yahoo.com>
	<20110707203119.GL27846@jibsheet.com>
	<1310073954.41339.YahooMailNeo@web125411.mail.ne1.yahoo.com>
Message-ID: <20110707220337.GO27846@jibsheet.com>

On Thu, Jul 07, 2011 at 02:25:54PM -0700, Direct Insure Online wrote:
>    Updated the database as you suggested.
>    Now on the form there are no radio button's

You don't say what *is* on the form.
I suspect you only updated part of the table.
Now that you've made RT not throw an error, you can fix it in the
Admin UI for that CF.

-kevin
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From ruz at bestpractical.com  Thu Jul  7 18:09:32 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 8 Jul 2011 02:09:32 +0400
Subject: [rt-users] Can't coerce array into hash at
 /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
In-Reply-To: <1310073954.41339.YahooMailNeo@web125411.mail.ne1.yahoo.com>
References: <1310053347.74632.YahooMailNeo@web125419.mail.ne1.yahoo.com>
	<20110707164641.GI27846@jibsheet.com>
	<1310068887.6650.YahooMailNeo@web125417.mail.ne1.yahoo.com>
	<20110707203119.GL27846@jibsheet.com>
	<1310073954.41339.YahooMailNeo@web125411.mail.ne1.yahoo.com>
Message-ID: <CAMOxC8se26fzC1UoJ-WNcxrje3s_tChuFeMTLu0CHrWe0uhs4Q@mail.gmail.com>

Hi,

In RT4 it's slightly different. See screenshots.

On Fri, Jul 8, 2011 at 1:25 AM, Direct Insure Online
<vinod.rapolu at yahoo.com> wrote:
> Hi Kevin,
>
> Updated the database as you suggested.
> Now on the form there are no radio button's
>
> With Regards
> Vinod.R
> From: Kevin Falcone <falcone at bestpractical.com>
> To: Direct Insure Online <vinod.rapolu at yahoo.com>
> Sent: Thursday, July 7, 2011 4:31 PM
> Subject: Re: [rt-users] Can't coerce array into hash at
> /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
>
> On Thu, Jul 07, 2011 at 01:01:27PM -0700, Direct Insure Online wrote:
>> Hi Kevin,
>>
>> I deleted all *_Overlay.pm files when I upgraded and I have the following
>> setting in RT_SiteConfig.pm
>> Set(@Plugins, qw(
>> ???????????????? RT::Authen::ExternalAuth
>> ???????????????? RT::Extension::CustomField::Checkbox
>> ??????????????? ));
>
> Ah, there's the problem.
>
> RT-Extension-CustomField-Checkbox has been superseded by RT4 (and in
> fact is really incompatible with RT4).? Unfortunately, there isn't
> currently an upgrade script, although we'll make sure this gets into
> the bug tracker.
>
> You *should* be able to do something like this in your development
> environment.
>
> Find the entry in your CustomFields table with the Checkbox entry,
> update Type to Select and DisplayType to List.
>
> -kevin
>
>> If I comment the above one I am getting the following error
>> could not find component for path 'EditCustomFieldSelectCheckbox'
>>
>> If I enable the above in RT_SiteConfig.pm I am getting the following error
>> Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm
>> line 696.
>> Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm
>> line 620.
>>
>> With Regards
>> Vinod.R
>>
>>
>> From: Kevin Falcone <falcone at bestpractical.com>
>> To: rt-users at lists.bestpractical.com
>> Sent: Thursday, July 7, 2011 12:46 PM
>> Subject: Re: [rt-users] Can't coerce array into hash at
>> /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
>>
>> On Thu, Jul 07, 2011 at 08:42:27AM -0700, Direct Insure Online wrote:
>> >? ? We just upgraded our RT from 3.8.4 to 4.0.1
>> >? ? We upgraded the database also.
>> >
>> >? ? When we want to create a new custom field we are getting the
>> > following errors
>> >
>> >? ? Can't coerce array into hash at
>> > /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
>> >? ? Can't coerce array into hash at
>> > /opt/rt3/sbin/../lib/RT/CustomField.pm line 620.
>> >
>> >? ? What could be the problem.
>>
>> The most common failure for something like this is that you have a
>> CustomField_Overlay.pm left over from 3.8 and didn't follow the
>> directions.? Alternately, you might have a local customization or
>> extension that affects Custom Fields.
>
>
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>



-- 
Best regards, Ruslan.
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From John.Alberts at exlibrisgroup.com  Thu Jul  7 19:21:15 2011
From: John.Alberts at exlibrisgroup.com (John Alberts)
Date: Thu, 7 Jul 2011 23:21:15 +0000
Subject: [rt-users] how to access content for an attachment in scrip?
In-Reply-To: <4E1534F0.5060202@gmail.com>
Message-ID: <CA3BA8C9.1D0B8%john.alberts@exlibrisgroup.com>

Thanks for the tip.  It led me in the right direction and I ended up with
this, which finally works.

my $T_Obj = $self->TicketObj;
   my $a = RT::Attachments->new($self->TransactionObj->CurrentUser);
   my $b = RT::Attachments->new($self->TransactionObj->CurrentUser);
   my $AttachObj = $self->TransactionObj->Attachments;
   while ( $a = $AttachObj->Next ) {
  $b = $a;
  next unless $a->Filename eq "env-vars.txt";
           }
   my $content = $b->Content;


I don't understand why I had to do this, but I had to assign $b = $a in
order to get access to the attachment content after I was outside of the
loop.  If I try $a->Content, I always get an error.  I assume it has to do
with the scope of $a, but my Perl skills are close to nil, and I couldn?t
figure it out.

John





On 7/6/11 11:24 PM, "Mauricio Tavares" <raubvogel at gmail.com> wrote:

>On 07/06/2011 08:52 PM, John Alberts wrote:
>> I've found several unanswered questions in the mail list archives with
>> similar questions about looping through attachments.
>> I saw several times it suggested to loop through attachments using
>> something like
>> while ( my $AttachObj = $self->TransactionObj->Attachments->Next ) {
>> # do something with $AttachObj
>> }
>>
>> This code doesn't work because ->Next doesn't exist for the Attachment
>> object. Is there any other way to do this? Sorry if this is incredibly
>> simple to do. I'm not familiar with Perl and try to poke around and see
>> if I can figure it out.
>>
>	Take a look at the code I put in my question "Faking
>{$Transaction->Content()}." I still do not have an answer to my own
>question but it might be useful to you: see what I've done to locate all
>attachments. The multipart/mixed part AFAIK is just the list of all the
>other attachments or something like that. In other words, ignore it.
>About env-vars.txt, is it a plain text file or, say, a Windows one (with
>CRLF)? If that is the case, you might be able to select it (see the if
>statements I did for ideas) and print it out.
>
>
>>
>> ----------
>>
>> John Alberts
>>
>> Cloud Optimization Engineer
>>
>> Ex Libris (USA) Inc.
>> 1350 E. Touhy Ave. Suite 200 East
>> Des Plaines, IL 60018
>> Phone: 1-219-979-6560
>>
>> *Follow Ex Libris on Twitter: @exlibrisgroup
>> <http://twitter.com/ExLibrisGroup>*
>>
>>
>> From: John Alberts <john.alberts at exlibrisgroup.com
>> <mailto:john.alberts at exlibrisgroup.com>>
>> Date: Wed, 6 Jul 2011 22:01:47 +0000
>> To: "rt-users at lists.bestpractical.com
>> <mailto:rt-users at lists.bestpractical.com>"
>> <rt-users at lists.bestpractical.com
>><mailto:rt-users at lists.bestpractical.com>>
>> Subject: Re: [rt-users] how to access content for an attachment in
>>scrip?
>>
>> Using the rt console, I can see that there are actually 3 attachments,
>> even though the I only sent one and the web ui only shows 1, so I'm sure
>> the problem is that I'm selecting the wrong attachment.
>>
>> Here's what I see from the console.
>> ./rt show 2075/attachments
>> 19671: (Unnamed) (multipart/mixed / 0b),
>> 19672: (Unnamed) (text/plain / 305b),
>> 19673: env-vars.txt (application/octet-stream / 16.8k)
>>
>>
>> The attachment I would like will always be named env-vars.txt. How can I
>> get the contents for the attachment name env-vars.txt?
>>
>> Thanks
>>
>> John
>>
>>
>> From: John Alberts <john.alberts at exlibrisgroup.com
>> <mailto:john.alberts at exlibrisgroup.com>>
>> Date: Wed, 6 Jul 2011 20:06:34 +0000
>> To: "rt-users at lists.bestpractical.com
>> <mailto:rt-users at lists.bestpractical.com>"
>> <rt-users at lists.bestpractical.com
>><mailto:rt-users at lists.bestpractical.com>>
>> Subject: [rt-users] how to access content for an attachment in scrip?
>>
>> Hi. I'm trying to customize the scrip shown at the bottom of this wiki
>> page: 
>>http://requesttracker.wikia.com/wiki/AutoCloseOnNagiosRecoveryMessages
>>
>> I know there is an extension that does merging, but I want to do some
>> other things with the Nagios variables I have attached as a plain text
>> file to the ticket that Nagios creates in RT.
>> The first few lines in the scrip attempt to get the content of an
>> attachment and put it in a variable named $content. I suspected that
>> this was not working, so I added a debug line to dump the contents of
>> $contents and it is empty.
>>
>> Here is the scrip code.
>> my $T_Obj = $self->TicketObj;
>> my $AttachObj = $self->TransactionObj->Attachments->First;
>> my $content = $AttachObj->Content;
>> $RT::Logger->debug("Contents: " . $content);
>>
>>
>> The log output shows:
>> [Wed Jul 6 19:47:49 2011] [debug]: Contents: ((eval 3934):4)
>>
>>
>> The attachment is attached to the ticket. I can see it in the web ui and
>> can open and read it with no problems. Any idea what I'm doing wrong
>>here?
>>
>>
>> Thanks
>>
>>
>> John
>>
>>
>> -------- 2011 Training: http://bestpractical.com/services/training.html
>> -------- 2011 Training: http://bestpractical.com/services/training.html
>>
>>
>>
>>
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
>
>
>--------
>2011 Training: http://bestpractical.com/services/training.html



From trs at bestpractical.com  Thu Jul  7 20:25:00 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 07 Jul 2011 20:25:00 -0400
Subject: [rt-users] how to access content for an attachment in scrip?
In-Reply-To: <CA3BA8C9.1D0B8%john.alberts@exlibrisgroup.com>
References: <CA3BA8C9.1D0B8%john.alberts@exlibrisgroup.com>
Message-ID: <4E164E5C.8080100@bestpractical.com>

On 07/07/2011 07:21 PM, John Alberts wrote:
> Thanks for the tip.  It led me in the right direction and I ended up with
> this, which finally works.
> 
> my $T_Obj = $self->TicketObj;
>    my $a = RT::Attachments->new($self->TransactionObj->CurrentUser);
>    my $b = RT::Attachments->new($self->TransactionObj->CurrentUser);
>    my $AttachObj = $self->TransactionObj->Attachments;
>    while ( $a = $AttachObj->Next ) {
>   $b = $a;
>   next unless $a->Filename eq "env-vars.txt";
>            }
>    my $content = $b->Content;

The above will fail when env-vars.txt isn't the last attachment RT
parsed.  Try this (untested) much simpler version:

    my $attachments = $self->TransactionObj->Attachments;
    my $content;
    while (my $attach = $attachments->Next) {
        if ($attach->Filename eq "env-vars.txt") {
            $content = $attach->Content;
            last; # we found it, no need to keep looking
        }
    }
    # use $content for whatever you'd like here

There are better, faster ways to do this than looping over the
attachments, but looping is the easiest to understand.

Thomas


From John.Alberts at exlibrisgroup.com  Thu Jul  7 21:15:30 2011
From: John.Alberts at exlibrisgroup.com (John Alberts)
Date: Fri, 8 Jul 2011 01:15:30 +0000
Subject: [rt-users] how to access content for an attachment in scrip?
In-Reply-To: <4E164E5C.8080100@bestpractical.com>
Message-ID: <CA3BC36E.1D0EA%john.alberts@exlibrisgroup.com>

Thank you.  I'll give this a try tomorrow.  I figured there had to be a
simpler way to get what I wanted, but I am just fumbling around trying to
figure things out.  It actually took me almost 5 hours of trial and error
to get what I have working.

John







On 7/7/11 7:25 PM, "Thomas Sibley" <trs at bestpractical.com> wrote:

>On 07/07/2011 07:21 PM, John Alberts wrote:
>> Thanks for the tip.  It led me in the right direction and I ended up
>>with
>> this, which finally works.
>> 
>> my $T_Obj = $self->TicketObj;
>>    my $a = RT::Attachments->new($self->TransactionObj->CurrentUser);
>>    my $b = RT::Attachments->new($self->TransactionObj->CurrentUser);
>>    my $AttachObj = $self->TransactionObj->Attachments;
>>    while ( $a = $AttachObj->Next ) {
>>   $b = $a;
>>   next unless $a->Filename eq "env-vars.txt";
>>            }
>>    my $content = $b->Content;
>
>The above will fail when env-vars.txt isn't the last attachment RT
>parsed.  Try this (untested) much simpler version:
>
>    my $attachments = $self->TransactionObj->Attachments;
>    my $content;
>    while (my $attach = $attachments->Next) {
>        if ($attach->Filename eq "env-vars.txt") {
>            $content = $attach->Content;
>            last; # we found it, no need to keep looking
>        }
>    }
>    # use $content for whatever you'd like here
>
>There are better, faster ways to do this than looping over the
>attachments, but looping is the easiest to understand.
>
>Thomas
>
>--------
>2011 Training: http://bestpractical.com/services/training.html



From raphael.mouneyres at sagemcom.com  Fri Jul  8 03:04:25 2011
From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=)
Date: Fri, 8 Jul 2011 09:04:25 +0200
Subject: [rt-users] Graph and Dashboards by email
In-Reply-To: <CABqKps_vUqbP8riqzz_B=ZTN8X7kpOAa6Ea_aCcLNZ6rP2okUA@mail.gmail.com>
Message-ID: <12326_1310108670_4E16ABFD_12326_1158_3_OFEFFD2B71.8981405A-ONC12578C7.00266805-C12578C7.0026DBE0@sagemcom.com>

Hi,

the email stay in the internal network of the company. From RT to SMTP 
sever then to mail clients.
Both server and mail client accept html email, and looking at the email in 
text, i can see that everything is kept es RT sent it.
Only Lotus Notes won't display PNG images, so i did the previous mentioned 
patch to have pie chart/Bar graphs working.
thanks for your answer.

Btw, i've just finished translating the UserWebuide to french, soon to 
publish here.

Rapha?l MOUNEYRES




Kenneth Crocker <kfcrocker at lbl.gov> 
Envoy? par : rt-users-bounces at lists.bestpractical.com
07/07/2011 18:51

A
rt-users at lists.bestpractical.com
cc

Objet
Re: [rt-users] Graph and Dashboards by email






Raphael,

No it isn't. I have some graphs I send out in a dashboard and they all 
look fine. The only problem I've had with dashboards is the "No Limit" 
option doesn't really work and the output gets dropped after a certain 
number of lines. The graphs show up fine (I'm still in 3.8.7).

Two considerations, your email provider (Gmail, etc.) may not like the 
html or whatever format you are sending and it has to be configured for 
that type of info. Maybe it wants text only. The other consideration is 
what you might have to do to RT to configure output in email to make 
graphs display inline. I really don't know as I haven't had to look into 
anything like that as yet.

Hope this helped.

Kenn
LBNL

2011/7/7 Rapha?l MOUNEYRES <raphael.mouneyres at sagemcom.com>

Hi, 
still using RT 3.8.8 ;) 

i have included multiple Queries to a dashboard, including 2 graphs : A 
pie chart one , and a tickets relationship one 
This dashboard is correctly displaying all my queries (tables & graphs) 
inside RT webUI. 
But when sending this dashboard on email, the graphs aren't displayed 
(i've got a small red box with a cross instead , meaning image not 
available)... 
our mail client is Lotus Notes. 
Is it normal ?

Rapha?l
#
" Ce courriel et les documents qui lui sont joints peuvent contenir des
informations confidentielles ou ayant un caract?re priv?. S'ils ne vous 
sont
pas destin?s, nous vous signalons qu'il est strictement interdit de les
divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce
soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
informatique ce courriel ainsi que tous les documents qui y sont 
attach?s."


                               ******

" This e-mail and any attached documents may contain confidential or
proprietary information. If you are not the intended recipient, you are
notified that any dissemination, copying of this e-mail and any 
attachments
thereto or use of their contents by any means whatsoever is strictly
prohibited. If you have received this e-mail in error, please advise the
sender immediately and delete this e-mail and all attached documents
from your computer system."
#



--------
2011 Training: http://bestpractical.com/services/training.html

--------
2011 Training: http://bestpractical.com/services/training.html

#
" Ce courriel et les documents qui lui sont joints peuvent contenir des
informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont
pas destin?s, nous vous signalons qu'il est strictement interdit de les
divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce
soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
informatique ce courriel ainsi que tous les documents qui y sont attach?s."


                               ******

" This e-mail and any attached documents may contain confidential or
proprietary information. If you are not the intended recipient, you are
notified that any dissemination, copying of this e-mail and any attachments
thereto or use of their contents by any means whatsoever is strictly
prohibited. If you have received this e-mail in error, please advise the
sender immediately and delete this e-mail and all attached documents
from your computer system."
#

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From olejon at live.com  Fri Jul  8 07:08:52 2011
From: olejon at live.com (=?iso-8859-1?B?T2xlIEpvbiBCavhya3Vt?=)
Date: Fri, 8 Jul 2011 13:08:52 +0200
Subject: [rt-users] Customize ticket display
Message-ID: <bay148-w224985E8485B5DFFAEA567AE400@phx.gbl>


Is it possible to customize the ticket display so that I don't have to go into "Basics" to change owner and queue? I want to be able to change owner and queue in the main ticket display screen, if it's possible.

Thank you.
 		 	   		  
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From hangeles at barenecessities.com  Fri Jul  8 09:02:29 2011
From: hangeles at barenecessities.com (Henry Angeles)
Date: Fri, 8 Jul 2011 09:02:29 -0400
Subject: [rt-users] New install of RT4 crashes Internet Explorer 8
In-Reply-To: <23037DC22CE8C3428E7636883099F1AA6F9DC1BBE3@JXVXMP01.wwcorp.net>
References: <23037DC22CE8C3428E7636883099F1AA6F9DB2A3A7@JXVXMP01.wwcorp.net><20110701183037.GS876@jibsheet.com><23037DC22CE8C3428E7636883099F1AA6F9DB2A3EE@JXVXMP01.wwcorp.net><20110701185151.GT876@jibsheet.com><23037DC22CE8C3428E7636883099F1AA6F9DB2A40D@JXVXMP01.wwcorp.net><23037DC22CE8C3428E7636883099F1AA6F9DB2A427@JXVXMP01.wwcorp.net><23037DC22CE8C3428E7636883099F1AA6F9DB2A529@JXVXMP01.wwcorp.net><CANLQjM2ZXcZsUFa9BmiSs1wPCdA8GbqNM77mmDfg-WBhe9xd7g@mail.gmail.com><20110705132416.GX876@jibsheet.com><23037DC22CE8C3428E7636883099F1AA6F9DB2A7D7@JXVXMP01.wwcorp.net><20110705173234.GB27846@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DC1BBE3@JXVXMP01.wwcorp.net>
Message-ID: <637FBD94C830BA4BB18492453B2BC1450E4740D1@entexchange1.entdomain.barenecessities.local>

Chris,

Did the 'fix' have any detrimental effects ?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater
Sent: Thursday, July 07, 2011 5:40 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8

I believe me and a coworker have found the problem, if we comment out the line in the following file the problem goes away.  I assume it has to do with the PIE.htc which is at version 1.0beta2 current version is beta4, which I tried and did not help :/ 

/*    behavior: url(/NoAuth/css/images/PIE.htc); */

http://server.net/NoAuth/css/aileron/msie-pie.css


The following site does mention an issue with things not being loaded correctly outside of 100% zoom, but it does not mention CPU going to 100%.  

http://css3pie.com/documentation/known-issues/


-----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, July 05, 2011 1:33 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8

On Tue, Jul 05, 2011 at 12:56:16PM -0400, Christopher Lasater wrote:
> Unfortunately I experience the problem with my local RT4.0.1 but not 
> the issues.bestpractical.com. So its more than just what version of IE 
> you have. When changing the zoom level I can even get it to lock up 
> before logging in. Do you have any config changes on the apache side 
> for issues.bestpractical.com? mod_perl or fastcgi?

We're running a very vanilla mod_fastcgi setup, based on the documentation we ship with RT.

> IE Version 8.0.7600.16385 both 32 and 64bit version Windows 7 x64

I'm on an older IE8 release, but with WinXP for my IE8 machine.
Unfortunately, my Win7 machines are already running IE9 for testing.

-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: Tuesday, July 05, 2011 9:24 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8
> 
> On Mon, Jul 04, 2011 at 11:21:28AM +0100, Sean McDaid wrote:
> >    Hi, yes zooming also causes the same problem. When I turn off either scripting or CSS the
> >    problem disappears.
> >    I'm trying to figure out what IE is doing differently than Firefox/Chome.
> 
> Unfortunately, I'm unable to replicate this with IE8 on issues.bestpractical.com.  I can believe that IE has issues with zooming, but without being able to replicate it, it's hard to fix.
> 
> Can you tell us more about your specific version of IE and windows 
> versions.  There are too many variables at play with IE
> 
> -kevin
> 
> 
> >    On Sat, Jul 2, 2011 at 2:11 PM, Christopher Lasater <[1]CLasater at taleo.com> wrote:
> > 
> >      Hey Sean,
> >      Does zooming make the problem worse or do we have different issues?
> >      -----Original Message-----
> >      From: [2]rt-users-bounces at lists.bestpractical.com
> >      [mailto:[3]rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater
> >      Sent: Friday, July 01, 2011 3:20 PM
> >      To: [4]rt-users at lists.bestpractical.com
> >      Subject: Re: [rt-users] New install of RT4 crashes Internet 
> > Explorer 8
> > 
> >      It sounds dumb, but I think the issues I related to zooming in. If I have no zoom at 100%
> >      everything works fine. The second I try to zoom its freezes and if I am at 115%, which was
> >      my default, then it freezes when I get into rt at a glance. I can zoom in and out like crazy
> >      in Firefox without experiencing any problems.
> >      -----Original Message-----
> >      From: [5]rt-users-bounces at lists.bestpractical.com
> >      [mailto:[6]rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater
> >      Sent: Friday, July 01, 2011 3:04 PM
> >      To: [7]rt-users at lists.bestpractical.com
> >      Subject: Re: [rt-users] New install of RT4 crashes Internet 
> > Explorer 8
> > 
> >      Mod_perl2, External Auth to an LDAP server, LDAP Importer. Not sure what else you would be
> >      interested in.
> > 
> >      Problem occurs with or without IE compatibility mode.
> > 
> >      <VirtualHost [8]server.example.com:80>
> > 
> >      AddDefaultCharset UTF-8
> > 
> >      DocumentRoot "/opt/rt4/share/html"
> >      <Location />
> >      Order allow,deny
> >      Allow from all
> > 
> >      SetHandler perl-script
> >      PerlResponseHandler Plack::Handler::Apache2
> >      PerlSetVar psgi_app /opt/rt4/sbin/rt-server
> >      </Location>
> >      <Perl>
> >      use Plack::Handler::Apache2;
> >      Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
> >      </Perl>
> >      </VirtualHost>
> > 
> >      Set( $rtname, '[9]server.example.com');
> >      Set ($WebPath , "");
> >      Set ($WebBaseUrl , "[10]server.example.com:80"); Set ($WebURL ,
> >      "[11]http://server.example.com/"); Set ($WebDomain, 
> > "[12]server.example.com");
> > 
> >      Obviosly I changed my servername to [13]server.example.com all 
> > FQDN

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> 
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> =OSD3
> -----END PGP SIGNATURE-----


> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html


From CLasater at taleo.com  Fri Jul  8 09:37:34 2011
From: CLasater at taleo.com (Christopher Lasater)
Date: Fri, 8 Jul 2011 09:37:34 -0400
Subject: [rt-users] New install of RT4 crashes Internet Explorer 8
In-Reply-To: <637FBD94C830BA4BB18492453B2BC1450E4740D1@entexchange1.entdomain.barenecessities.local>
References: <23037DC22CE8C3428E7636883099F1AA6F9DB2A3A7@JXVXMP01.wwcorp.net><20110701183037.GS876@jibsheet.com><23037DC22CE8C3428E7636883099F1AA6F9DB2A3EE@JXVXMP01.wwcorp.net><20110701185151.GT876@jibsheet.com><23037DC22CE8C3428E7636883099F1AA6F9DB2A40D@JXVXMP01.wwcorp.net><23037DC22CE8C3428E7636883099F1AA6F9DB2A427@JXVXMP01.wwcorp.net><23037DC22CE8C3428E7636883099F1AA6F9DB2A529@JXVXMP01.wwcorp.net><CANLQjM2ZXcZsUFa9BmiSs1wPCdA8GbqNM77mmDfg-WBhe9xd7g@mail.gmail.com><20110705132416.GX876@jibsheet.com><23037DC22CE8C3428E7636883099F1AA6F9DB2A7D7@JXVXMP01.wwcorp.net><20110705173234.GB27846@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DC1BBE3@JXVXMP01.wwcorp.net>
	<637FBD94C830BA4BB18492453B2BC1450E4740D1@entexchange1.entdomain.barenecessities.local>
Message-ID: <23037DC22CE8C3428E7636883099F1AA6F9DC1BCB9@JXVXMP01.wwcorp.net>

I never really used IE much, more of a Firefox person, but it looks good.  I think a couple things might be blockier, but much better then maxing out a CPU and locking up.  I believe the PIE file only affects IE so Firefox users should not be impacted.

-----Original Message-----
From: Henry Angeles [mailto:hangeles at barenecessities.com] 
Sent: Friday, July 08, 2011 9:02 AM
To: Christopher Lasater; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] New install of RT4 crashes Internet Explorer 8

Chris,

Did the 'fix' have any detrimental effects ?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater
Sent: Thursday, July 07, 2011 5:40 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8

I believe me and a coworker have found the problem, if we comment out the line in the following file the problem goes away.  I assume it has to do with the PIE.htc which is at version 1.0beta2 current version is beta4, which I tried and did not help :/ 

/*    behavior: url(/NoAuth/css/images/PIE.htc); */

http://server.net/NoAuth/css/aileron/msie-pie.css


The following site does mention an issue with things not being loaded correctly outside of 100% zoom, but it does not mention CPU going to 100%.  

http://css3pie.com/documentation/known-issues/


-----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, July 05, 2011 1:33 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8

On Tue, Jul 05, 2011 at 12:56:16PM -0400, Christopher Lasater wrote:
> Unfortunately I experience the problem with my local RT4.0.1 but not 
> the issues.bestpractical.com. So its more than just what version of IE 
> you have. When changing the zoom level I can even get it to lock up 
> before logging in. Do you have any config changes on the apache side 
> for issues.bestpractical.com? mod_perl or fastcgi?

We're running a very vanilla mod_fastcgi setup, based on the documentation we ship with RT.

> IE Version 8.0.7600.16385 both 32 and 64bit version Windows 7 x64

I'm on an older IE8 release, but with WinXP for my IE8 machine.
Unfortunately, my Win7 machines are already running IE9 for testing.

-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: Tuesday, July 05, 2011 9:24 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8
> 
> On Mon, Jul 04, 2011 at 11:21:28AM +0100, Sean McDaid wrote:
> >    Hi, yes zooming also causes the same problem. When I turn off either scripting or CSS the
> >    problem disappears.
> >    I'm trying to figure out what IE is doing differently than Firefox/Chome.
> 
> Unfortunately, I'm unable to replicate this with IE8 on issues.bestpractical.com.  I can believe that IE has issues with zooming, but without being able to replicate it, it's hard to fix.
> 
> Can you tell us more about your specific version of IE and windows 
> versions.  There are too many variables at play with IE
> 
> -kevin
> 
> 
> >    On Sat, Jul 2, 2011 at 2:11 PM, Christopher Lasater <[1]CLasater at taleo.com> wrote:
> > 
> >      Hey Sean,
> >      Does zooming make the problem worse or do we have different issues?
> >      -----Original Message-----
> >      From: [2]rt-users-bounces at lists.bestpractical.com
> >      [mailto:[3]rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater
> >      Sent: Friday, July 01, 2011 3:20 PM
> >      To: [4]rt-users at lists.bestpractical.com
> >      Subject: Re: [rt-users] New install of RT4 crashes Internet 
> > Explorer 8
> > 
> >      It sounds dumb, but I think the issues I related to zooming in. If I have no zoom at 100%
> >      everything works fine. The second I try to zoom its freezes and if I am at 115%, which was
> >      my default, then it freezes when I get into rt at a glance. I can zoom in and out like crazy
> >      in Firefox without experiencing any problems.
> >      -----Original Message-----
> >      From: [5]rt-users-bounces at lists.bestpractical.com
> >      [mailto:[6]rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater
> >      Sent: Friday, July 01, 2011 3:04 PM
> >      To: [7]rt-users at lists.bestpractical.com
> >      Subject: Re: [rt-users] New install of RT4 crashes Internet 
> > Explorer 8
> > 
> >      Mod_perl2, External Auth to an LDAP server, LDAP Importer. Not sure what else you would be
> >      interested in.
> > 
> >      Problem occurs with or without IE compatibility mode.
> > 
> >      <VirtualHost [8]server.example.com:80>
> > 
> >      AddDefaultCharset UTF-8
> > 
> >      DocumentRoot "/opt/rt4/share/html"
> >      <Location />
> >      Order allow,deny
> >      Allow from all
> > 
> >      SetHandler perl-script
> >      PerlResponseHandler Plack::Handler::Apache2
> >      PerlSetVar psgi_app /opt/rt4/sbin/rt-server
> >      </Location>
> >      <Perl>
> >      use Plack::Handler::Apache2;
> >      Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
> >      </Perl>
> >      </VirtualHost>
> > 
> >      Set( $rtname, '[9]server.example.com');
> >      Set ($WebPath , "");
> >      Set ($WebBaseUrl , "[10]server.example.com:80"); Set ($WebURL ,
> >      "[11]http://server.example.com/"); Set ($WebDomain, 
> > "[12]server.example.com");
> > 
> >      Obviosly I changed my servername to [13]server.example.com all 
> > FQDN

> -----BEGIN PGP SIGNATURE-----
> Version: 10.1.0 (Build 860)
> 
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> -----END PGP SIGNATURE-----


> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html

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From xavier.reigner at sensile.com  Fri Jul  8 09:53:29 2011
From: xavier.reigner at sensile.com (Xavier Reigner)
Date: Fri, 08 Jul 2011 15:53:29 +0200
Subject: [rt-users] RT4.0.1 UpdateStatus
Message-ID: <4E170BD9.7000003@sensile.com>

Where can I use the UpdateStatus in RT4.0.1 ?
It's visible in the RT at a glance when editing and adding the 
UpdateStatus to the "10 highest priority tickets I own" list.
In RT3.8.8, it was possible through a message box at the top of the 
ticket page with a link to jump and disable the notification. And now it 
doesn't appear anymore in the new release.
We are using this to know when the ticket has been updated with new 
information.

X
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From CLasater at taleo.com  Fri Jul  8 10:01:53 2011
From: CLasater at taleo.com (Christopher Lasater)
Date: Fri, 8 Jul 2011 10:01:53 -0400
Subject: [rt-users] New install of RT4 crashes Internet Explorer 8
In-Reply-To: <23037DC22CE8C3428E7636883099F1AA6F9DC1BCB9@JXVXMP01.wwcorp.net>
References: <23037DC22CE8C3428E7636883099F1AA6F9DB2A3A7@JXVXMP01.wwcorp.net><20110701183037.GS876@jibsheet.com><23037DC22CE8C3428E7636883099F1AA6F9DB2A3EE@JXVXMP01.wwcorp.net><20110701185151.GT876@jibsheet.com><23037DC22CE8C3428E7636883099F1AA6F9DB2A40D@JXVXMP01.wwcorp.net><23037DC22CE8C3428E7636883099F1AA6F9DB2A427@JXVXMP01.wwcorp.net><23037DC22CE8C3428E7636883099F1AA6F9DB2A529@JXVXMP01.wwcorp.net><CANLQjM2ZXcZsUFa9BmiSs1wPCdA8GbqNM77mmDfg-WBhe9xd7g@mail.gmail.com><20110705132416.GX876@jibsheet.com><23037DC22CE8C3428E7636883099F1AA6F9DB2A7D7@JXVXMP01.wwcorp.net><20110705173234.GB27846@jibsheet.com>
	<23037DC22CE8C3428E7636883099F1AA6F9DC1BBE3@JXVXMP01.wwcorp.net>
	<637FBD94C830BA4BB18492453B2BC1450E4740D1@entexchange1.entdomain.barenecessities.local>
	<23037DC22CE8C3428E7636883099F1AA6F9DC1BCB9@JXVXMP01.wwcorp.net>
Message-ID: <23037DC22CE8C3428E7636883099F1AA6F9DC1BCE8@JXVXMP01.wwcorp.net>

Also, if you check out the known issues page (http://css3pie.com/documentation/known-issues/ ) there is a comment about CSS not working properly in the Body element.  I removed div#Body from the msie-pie.css file and it seems to work, unfortunately I have no clue what this impacts.  It seems to go slower and when you zoom in a bit it chops off some words in drop down boxes.  I just went back to commenting out the whole line instead.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater
Sent: Friday, July 08, 2011 9:38 AM
To: Henry Angeles; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8

I never really used IE much, more of a Firefox person, but it looks good.  I think a couple things might be blockier, but much better then maxing out a CPU and locking up.  I believe the PIE file only affects IE so Firefox users should not be impacted.

-----Original Message-----
From: Henry Angeles [mailto:hangeles at barenecessities.com]
Sent: Friday, July 08, 2011 9:02 AM
To: Christopher Lasater; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] New install of RT4 crashes Internet Explorer 8

Chris,

Did the 'fix' have any detrimental effects ?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater
Sent: Thursday, July 07, 2011 5:40 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8

I believe me and a coworker have found the problem, if we comment out the line in the following file the problem goes away.  I assume it has to do with the PIE.htc which is at version 1.0beta2 current version is beta4, which I tried and did not help :/ 

/*    behavior: url(/NoAuth/css/images/PIE.htc); */

http://server.net/NoAuth/css/aileron/msie-pie.css


The following site does mention an issue with things not being loaded correctly outside of 100% zoom, but it does not mention CPU going to 100%.  

http://css3pie.com/documentation/known-issues/


-----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, July 05, 2011 1:33 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8

On Tue, Jul 05, 2011 at 12:56:16PM -0400, Christopher Lasater wrote:
> Unfortunately I experience the problem with my local RT4.0.1 but not 
> the issues.bestpractical.com. So its more than just what version of IE 
> you have. When changing the zoom level I can even get it to lock up 
> before logging in. Do you have any config changes on the apache side 
> for issues.bestpractical.com? mod_perl or fastcgi?

We're running a very vanilla mod_fastcgi setup, based on the documentation we ship with RT.

> IE Version 8.0.7600.16385 both 32 and 64bit version Windows 7 x64

I'm on an older IE8 release, but with WinXP for my IE8 machine.
Unfortunately, my Win7 machines are already running IE9 for testing.

-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: Tuesday, July 05, 2011 9:24 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8
> 
> On Mon, Jul 04, 2011 at 11:21:28AM +0100, Sean McDaid wrote:
> >    Hi, yes zooming also causes the same problem. When I turn off either scripting or CSS the
> >    problem disappears.
> >    I'm trying to figure out what IE is doing differently than Firefox/Chome.
> 
> Unfortunately, I'm unable to replicate this with IE8 on issues.bestpractical.com.  I can believe that IE has issues with zooming, but without being able to replicate it, it's hard to fix.
> 
> Can you tell us more about your specific version of IE and windows 
> versions.  There are too many variables at play with IE
> 
> -kevin
> 
> 
> >    On Sat, Jul 2, 2011 at 2:11 PM, Christopher Lasater <[1]CLasater at taleo.com> wrote:
> > 
> >      Hey Sean,
> >      Does zooming make the problem worse or do we have different issues?
> >      -----Original Message-----
> >      From: [2]rt-users-bounces at lists.bestpractical.com
> >      [mailto:[3]rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater
> >      Sent: Friday, July 01, 2011 3:20 PM
> >      To: [4]rt-users at lists.bestpractical.com
> >      Subject: Re: [rt-users] New install of RT4 crashes Internet 
> > Explorer 8
> > 
> >      It sounds dumb, but I think the issues I related to zooming in. If I have no zoom at 100%
> >      everything works fine. The second I try to zoom its freezes and if I am at 115%, which was
> >      my default, then it freezes when I get into rt at a glance. I can zoom in and out like crazy
> >      in Firefox without experiencing any problems.
> >      -----Original Message-----
> >      From: [5]rt-users-bounces at lists.bestpractical.com
> >      [mailto:[6]rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater
> >      Sent: Friday, July 01, 2011 3:04 PM
> >      To: [7]rt-users at lists.bestpractical.com
> >      Subject: Re: [rt-users] New install of RT4 crashes Internet 
> > Explorer 8
> > 
> >      Mod_perl2, External Auth to an LDAP server, LDAP Importer. Not sure what else you would be
> >      interested in.
> > 
> >      Problem occurs with or without IE compatibility mode.
> > 
> >      <VirtualHost [8]server.example.com:80>
> > 
> >      AddDefaultCharset UTF-8
> > 
> >      DocumentRoot "/opt/rt4/share/html"
> >      <Location />
> >      Order allow,deny
> >      Allow from all
> > 
> >      SetHandler perl-script
> >      PerlResponseHandler Plack::Handler::Apache2
> >      PerlSetVar psgi_app /opt/rt4/sbin/rt-server
> >      </Location>
> >      <Perl>
> >      use Plack::Handler::Apache2;
> >      Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
> >      </Perl>
> >      </VirtualHost>
> > 
> >      Set( $rtname, '[9]server.example.com');
> >      Set ($WebPath , "");
> >      Set ($WebBaseUrl , "[10]server.example.com:80"); Set ($WebURL ,
> >      "[11]http://server.example.com/"); Set ($WebDomain, 
> > "[12]server.example.com");
> > 
> >      Obviosly I changed my servername to [13]server.example.com all 
> > FQDN

> -----BEGIN PGP SIGNATURE-----
> Version: 10.1.0 (Build 860)
> 
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> =OSD3
> -----END PGP SIGNATURE-----


> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html

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From falcone at bestpractical.com  Fri Jul  8 10:03:29 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 8 Jul 2011 10:03:29 -0400
Subject: [rt-users] RT4.0.1 UpdateStatus
In-Reply-To: <4E170BD9.7000003@sensile.com>
References: <4E170BD9.7000003@sensile.com>
Message-ID: <20110708140329.GP27846@jibsheet.com>

On Fri, Jul 08, 2011 at 03:53:29PM +0200, Xavier Reigner wrote:
>    Where can I use the UpdateStatus in RT4.0.1 ?
>    It's visible in the RT at a glance when editing and adding the UpdateStatus to the "10 highest
>    priority tickets I own" list.
>    In RT3.8.8, it was possible through a message box at the top of the ticket page with a link to
>    jump and disable the notification. And now it doesn't appear anymore in the new release.
>    We are using this to know when the ticket has been updated with new information.

Turn $ShowUnreadMessageNotifications on.
It was defaulted off in 4.0.

-kevin
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From xavier.reigner at sensile.com  Fri Jul  8 10:07:24 2011
From: xavier.reigner at sensile.com (Xavier Reigner)
Date: Fri, 08 Jul 2011 16:07:24 +0200
Subject: [rt-users] RT4.0.1 UpdateStatus
In-Reply-To: <20110708140329.GP27846@jibsheet.com>
References: <4E170BD9.7000003@sensile.com>
	<20110708140329.GP27846@jibsheet.com>
Message-ID: <4E170F1C.200@sensile.com>

Thanks Kevin.
It did the trick,
X

On 08.07.2011 16:03, Kevin Falcone wrote:
> On Fri, Jul 08, 2011 at 03:53:29PM +0200, Xavier Reigner wrote:
>>     Where can I use the UpdateStatus in RT4.0.1 ?
>>     It's visible in the RT at a glance when editing and adding the UpdateStatus to the "10 highest
>>     priority tickets I own" list.
>>     In RT3.8.8, it was possible through a message box at the top of the ticket page with a link to
>>     jump and disable the notification. And now it doesn't appear anymore in the new release.
>>     We are using this to know when the ticket has been updated with new information.
> Turn $ShowUnreadMessageNotifications on.
> It was defaulted off in 4.0.
>
> -kevin
>
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
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From 1.hamilton.preston at gmail.com  Fri Jul  8 10:22:23 2011
From: 1.hamilton.preston at gmail.com (Hamilton Preston)
Date: Fri, 8 Jul 2011 10:22:23 -0400
Subject: [rt-users] Attachment Extraction from the command line on windows
Message-ID: <CA+cD1M9o=GcwteehWSVe+guskdzW-CVGOG-av836DYyBZD9q=g@mail.gmail.com>

Hello I am new to RT and am finding it wonderful!  Thank you!
Most things I am finding easy to do.

I am having trouble finding a tool to extract attachments from a ticket.

Is there a way for me to extract attachments from the command line?

Something like:

c:\dir
"some rt tool"

c:\"some rt tool" <ticket id>

c:\dir
"some rt tool"
extractedfile1
extractedfile2

The result would be the attachments on a ticket would be extracted and made
readable on the local computer?

Thank you
Hamilton
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From falcone at bestpractical.com  Fri Jul  8 10:57:59 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 8 Jul 2011 10:57:59 -0400
Subject: [rt-users] Attachment Extraction from the command line on
 windows
In-Reply-To: <CA+cD1M9o=GcwteehWSVe+guskdzW-CVGOG-av836DYyBZD9q=g@mail.gmail.com>
References: <CA+cD1M9o=GcwteehWSVe+guskdzW-CVGOG-av836DYyBZD9q=g@mail.gmail.com>
Message-ID: <20110708145759.GQ27846@jibsheet.com>

On Fri, Jul 08, 2011 at 10:22:23AM -0400, Hamilton Preston wrote:
>    Hello I am new to RT and am finding it wonderful! Thank you!
>    Most things I am finding easy to do.
> 
>    I am having trouble finding a tool to extract attachments from a ticket.

The tool we provide is bin/rt
It may run on windows under Strawberry Perl, but I've never tried.

>    Is there a way for me to extract attachments from the command line?
> 
>    Something like:
> 
>    c:\dir
>    "some rt tool"
> 
>    c:\"some rt tool" <ticket id>
> 
>    c:\dir
>    "some rt tool"
>    extractedfile1
>    extractedfile2
> 
>    The result would be the attachments on a ticket would be extracted and made readable on the
>    local computer?
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From joseph85750 at yahoo.com  Fri Jul  8 11:52:50 2011
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Fri, 8 Jul 2011 08:52:50 -0700 (PDT)
Subject: [rt-users] RTAddressRegexp wildcard question
Message-ID: <1310140370.28627.YahooMailClassic@web30303.mail.mud.yahoo.com>

I'm using RT 3.8.8 and trying to modify my RTAddressRegexp such that the following get matched:

blue-house at domain.com
blue-car at domain.com
blue-truck at domain.com
red-house at domain.com
red-engine at domain.com
red-bike at domain.com
thing at domain.com

My goal is to catch anything beginning with "blue-" or "red-", or equal to "thing" before the @.? Can a * be used in RTAddressRegexp ?

ie:

Set($RTAddressRegexp , '^(blue-|red-|thing)*\@(domain\.com)$');

I didn't see a "*" used in the documentation, so I was curious if that was a valid way to accomplish my goal.? Also, since "thing" is by itself, would the "*" after that cause it to fail?

Thanks!

If life gives you lemons, keep them-- because hey.. free lemons.
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From paul at flo.org  Fri Jul  8 12:07:25 2011
From: paul at flo.org (Paul Hoffman)
Date: Fri, 8 Jul 2011 12:07:25 -0400
Subject: [rt-users] RTAddressRegexp wildcard question
In-Reply-To: <1310140370.28627.YahooMailClassic@web30303.mail.mud.yahoo.com>
References: <1310140370.28627.YahooMailClassic@web30303.mail.mud.yahoo.com>
Message-ID: <20110708160725.GC75967@phisen.local>

On Fri, Jul 08, 2011 at 11:52:50AM -0400, Joseph Spenner wrote:
> I'm using RT 3.8.8 and trying to modify my RTAddressRegexp such that the following get matched:
> 
> blue-house at domain.com
> blue-car at domain.com
> blue-truck at domain.com
> red-house at domain.com
> red-engine at domain.com
> red-bike at domain.com
> thing at domain.com
> 
> My goal is to catch anything beginning with "blue-" or "red-", or equal to "thing" before the @.  Can a * be used in RTAddressRegexp ?
> 
> ie:
> 
> Set($RTAddressRegexp , '^(blue-|red-|thing)*\@(domain\.com)$');
> 
> I didn't see a "*" used in the documentation, so I was curious if that was a valid way to accomplish my goal.  Also, since "thing" is by itself, would the "*" after that cause it to fail?

This should be a Perl regexp, which means that * is a quantifier and not
a globbing character; read up on Perl regexpes if you want to do much of
anything with them.  The following would probably do what you want:

^((blue|red)-.+|thing)@domain\.com

Paul.

-- 
Paul Hoffman <paul at flo.org>
Systems Librarian
Fenway Libraries Online
c/o Wentworth Institute of Technology
550 Huntington Ave.
Boston, MA 02115
(617) 445-2914
(617) 442-2384 (FLO main number)


From scooke at colusacasino.com  Fri Jul  8 12:30:35 2011
From: scooke at colusacasino.com (Steve Cooke)
Date: Fri, 8 Jul 2011 09:30:35 -0700
Subject: [rt-users] ActivityReport and RT4
Message-ID: <974E1D22113A1340B8CC1D6AA9FBE2B71B5F214CFD@exchange.wintun.colusacasino.com>

I've been upgrading our current ver of RT 3.8.4 to 4.0.1 in a test environment. I have pretty much everything working accept the Extension ActivityReport. I have the module installed and in v3.8.4 there is a link at the bottom of the search results page that says Generate Reports. I found a doc on the wiki and follow it. It does not work either and further investigation seems to be possibly a coding difference. Has anyone been able to get this module to work in RT4?

Thanks,
Steve
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From gorauskas at gmail.com  Fri Jul  8 16:58:44 2011
From: gorauskas at gmail.com (Leo Gorauskas)
Date: Fri, 8 Jul 2011 13:58:44 -0700
Subject: [rt-users] Migrating to RT4
Message-ID: <CAMCr9BdhB9uwuohvKOaXF-0zjdpHrSp=xxSV+wYSj32nHBcfmA@mail.gmail.com>

I had the following overlay working on my 3.8.8 installation,

http://requesttracker.wikia.com/wiki/SendEmail

But when I updated to 4.0.1 it stopped. Looks like the overlay is not
being loaded. I added a bunch of RT::Logger lines and they are not
showing on the log file.

What changes do I need to make, so my SendEmail_Local.pm gets properly loaded.

Thanks.

Leo Gorauskas
Systems Administrator
Redwood Toxicology Laboratory


From falcone at bestpractical.com  Fri Jul  8 17:30:08 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 8 Jul 2011 17:30:08 -0400
Subject: [rt-users] Migrating to RT4
In-Reply-To: <CAMCr9BdhB9uwuohvKOaXF-0zjdpHrSp=xxSV+wYSj32nHBcfmA@mail.gmail.com>
References: <CAMCr9BdhB9uwuohvKOaXF-0zjdpHrSp=xxSV+wYSj32nHBcfmA@mail.gmail.com>
Message-ID: <20110708213008.GR27846@jibsheet.com>

On Fri, Jul 08, 2011 at 01:58:44PM -0700, Leo Gorauskas wrote:
> I had the following overlay working on my 3.8.8 installation,
> 
> http://requesttracker.wikia.com/wiki/SendEmail
> 
> But when I updated to 4.0.1 it stopped. Looks like the overlay is not
> being loaded. I added a bunch of RT::Logger lines and they are not
> showing on the log file.
> 
> What changes do I need to make, so my SendEmail_Local.pm gets properly loaded.

My usual guess when a post like this comes up is that you need to add
the package RT::Action::SendEmail; line. RT 3.8 and before worked
without it, but we always recommend being explicit about it.

-kevin
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From gorauskas at gmail.com  Fri Jul  8 17:55:30 2011
From: gorauskas at gmail.com (Leo Gorauskas)
Date: Fri, 8 Jul 2011 14:55:30 -0700
Subject: [rt-users] Migrating to RT4
In-Reply-To: <20110708213008.GR27846@jibsheet.com>
References: <CAMCr9BdhB9uwuohvKOaXF-0zjdpHrSp=xxSV+wYSj32nHBcfmA@mail.gmail.com>
	<20110708213008.GR27846@jibsheet.com>
Message-ID: <CAMCr9BdXKdFPhbhxrYkHnOFGLcwq7qC-TswCa5vi+QBppGcvCQ@mail.gmail.com>

On Fri, Jul 8, 2011 at 14:30, Kevin Falcone <falcone at bestpractical.com> wrote:
> On Fri, Jul 08, 2011 at 01:58:44PM -0700, Leo Gorauskas wrote:
>> I had the following overlay working on my 3.8.8 installation,
>>
>> http://requesttracker.wikia.com/wiki/SendEmail
>>
>> But when I updated to 4.0.1 it stopped. Looks like the overlay is not
>> being loaded. I added a bunch of RT::Logger lines and they are not
>> showing on the log file.
>>
>> What changes do I need to make, so my SendEmail_Local.pm gets properly loaded.
>
> My usual guess when a post like this comes up is that you need to add
> the package RT::Action::SendEmail; line. RT 3.8 and before worked
> without it, but we always recommend being explicit about it.
>
> -kevin
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>

That worked, thanks.


From falcone at bestpractical.com  Fri Jul  8 19:01:22 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 8 Jul 2011 19:01:22 -0400
Subject: [rt-users] ActivityReport and RT4
In-Reply-To: <974E1D22113A1340B8CC1D6AA9FBE2B71B5F214CFD@exchange.wintun.colusacasino.com>
References: <974E1D22113A1340B8CC1D6AA9FBE2B71B5F214CFD@exchange.wintun.colusacasino.com>
Message-ID: <20110708230122.GS27846@jibsheet.com>

On Fri, Jul 08, 2011 at 09:30:35AM -0700, Steve Cooke wrote:
>    I've been upgrading our current ver of RT 3.8.4 to 4.0.1 in a test environment. I have pretty
>    much everything working accept the Extension ActivityReport. I have the module installed and
>    in v3.8.4 there is a link at the bottom of the search results page that says Generate Reports.
>    I found a doc on the wiki and follow it. It does not work either and further investigation
>    seems to be possibly a coding difference. Has anyone been able to get this module to work in
>    RT4?

There are a ton of menu links changes between 3.8 and 4.0, can you
give 1.01_01 which is headed to CPAN a shake and let us know if it
fixes things?

-kevin
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From gregor.binder at gmx.net  Sun Jul 10 07:18:17 2011
From: gregor.binder at gmx.net (Gregor Binder)
Date: Sun, 10 Jul 2011 13:18:17 +0200 (CEST)
Subject: [rt-users] rt4: edit search to display resolved tickets
In-Reply-To: <20110707195723.GK27846@jibsheet.com>
Message-ID: <d351f681-4192-43a9-98d0-1fe4d7cb2982@beauty.mydomain>

i found it, it was Set($OnlySearchActiveTicketsInSimpleSearch, 0);

greetings
gregor

----- Original Message -----
> From: "Kevin Falcone" <falcone at bestpractical.com>
> To: rt-users at lists.bestpractical.com
> Sent: Thursday, 7 July, 2011 9:57:23 PM
> Subject: Re: [rt-users] rt4: edit search to display resolved tickets
> 
> On Thu, Jul 07, 2011 at 09:46:49PM +0200, Gregor Binder wrote:
> > thanks for the hint but these don't change the default behavior for
> > the searchfield thats in the upper right corner. to search for
> > "someticket resolved" are also no solution because we need to
> > search
> > always for tickets in the whole lifecycle.
> 
> As I mentioned in #rt - there's a config option for that in RT4
> 
> -kevin
> 
> > 
> > ----- Original Message -----
> > > From: "Michael Steen" <michael.steen at livetext.com>
> > > To: "Gregor Binder" <gregor.binder at gmx.net>
> > > Sent: Thursday, 7 July, 2011 7:19:36 PM
> > > Subject: Re: [rt-users] rt4: edit search to display resolved
> > > tickets
> > > 
> > > You probably want to look at how to save a search, then how to
> > > edit
> > > your RT At A Glance screen on the wiki
> > > 
> > > http://requesttracker.wikia.com/wiki/ManualSearchTickets
> > > 
> > > 
> > > On Wed, Jul 6, 2011 at 4:11 PM, Gregor Binder <
> > > gregor.binder at gmx.net
> > > > wrote:
> > > 
> > > 
> > > hi,
> > > 
> > > how can i edit the search in the upper right to display all
> > > tickets
> > > also resolved?
> 
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html


From vladimir.nikolic at amis.net  Mon Jul 11 04:43:16 2011
From: vladimir.nikolic at amis.net (Vladimir Nikolic)
Date: Mon, 11 Jul 2011 10:43:16 +0200
Subject: [rt-users] rt-shredder issues
Message-ID: <4E1AB7A4.7010700@amis.net>

Don't know if you have already found the solution.
The problem is in the file Plugin.pm:

--- Plugin.pm.orig      2011-07-11 10:40:30.000000000 +0200
+++ Plugin.pm   2011-07-11 10:25:23.000000000 +0200
@@ -129,7 +129,7 @@

     my %res;
     for my $f (reverse @files) {
-        $res{$1} = $_ if $f =~ /([^\\\/]+)\.pm$/;
+        $res{$1} = $f if $f =~ /([^\\\/]+)\.pm$/;
     }

     return %res unless $type;

Regards

-- 
Vladimir Nikolic | Sistemski administrator / System Administrator

Amis | Trzaska cesta 85 | 2000 Maribor | Slovenija
Tel: +386 080 20 10 | Faks: +386 2 620 6 333 | www.amis.net
<http://www.amis.net>




From fireskyer at gmx.de  Mon Jul 11 06:05:11 2011
From: fireskyer at gmx.de (john s.)
Date: Mon, 11 Jul 2011 03:05:11 -0700 (PDT)
Subject: [rt-users]  Which  Apache Optimize Options are useful for RT?
Message-ID: <32036185.post@talk.nabble.com>


Hello People 

I'm going to optimize my Apache for our RT-System....

but i don't know which directives ( cache, deflate etc.) are practicable for
rt


has someone experience with it ? 


best regards john 




-- 
View this message in context: http://old.nabble.com/Which--Apache-Optimize-Options-are-useful-for-RT--tp32036185p32036185.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From falcone at bestpractical.com  Mon Jul 11 09:54:36 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 11 Jul 2011 09:54:36 -0400
Subject: [rt-users] rt-shredder issues
In-Reply-To: <4E1AB7A4.7010700@amis.net>
References: <4DC1CD81.5010202@yahoo.com>
 <4E1AB7A4.7010700@amis.net>
Message-ID: <20110711135435.GT27846@jibsheet.com>

On Mon, Jul 11, 2011 at 10:43:16AM +0200, Vladimir Nikolic wrote:
> Don't know if you have already found the solution.
> The problem is in the file Plugin.pm:

A patch to fix this is on 3.8-trunk
5add26c8d76d8a25626ba02ebafe0734fb34619f

-kevin

> --- Plugin.pm.orig      2011-07-11 10:40:30.000000000 +0200
> +++ Plugin.pm   2011-07-11 10:25:23.000000000 +0200
> @@ -129,7 +129,7 @@
> 
>      my %res;
>      for my $f (reverse @files) {
> -        $res{$1} = $_ if $f =~ /([^\\\/]+)\.pm$/;
> +        $res{$1} = $f if $f =~ /([^\\\/]+)\.pm$/;
>      }
> 
>      return %res unless $type;
> 
> Regards
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From falcone at bestpractical.com  Mon Jul 11 09:56:18 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 11 Jul 2011 09:56:18 -0400
Subject: [rt-users] Which  Apache Optimize Options are useful for RT?
In-Reply-To: <32036185.post@talk.nabble.com>
References: <32036185.post@talk.nabble.com>
Message-ID: <20110711135618.GU27846@jibsheet.com>

On Mon, Jul 11, 2011 at 03:05:11AM -0700, john s. wrote:
> 
> but i don't know which directives ( cache, deflate etc.) are practicable for
> rt

mod_cache will break RT by caching cookies and serving them randomly
to the wrong user causing you to be logged in as the wrong user.

Do not use it without reading all of the documentation caveats and
understanding how to prevent this and the many other problems caching
causes.

-kevin
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From plummer at geneseo.edu  Mon Jul 11 11:53:42 2011
From: plummer at geneseo.edu (Shawn M Plummer)
Date: Mon, 11 Jul 2011 11:53:42 -0400
Subject: [rt-users] LDAPImport bug with RT-Authen-ExternalAuth
Message-ID: <62D35384-07CC-422E-91CC-FC2058618F75@geneseo.edu>

I have been implementing a test installation of rt4 and am migrating to LDAPImport to replace a very old rt to ldap sync script we had.

However whenever I run LDAPImport I get the following errors:

[Mon Jul 11 15:31:00 2011] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: Unassigned, Disabled: 0, EmailAddress: NAME at geneseo.edu, Name: NAME, Organization: , Privileged: 0, RealName: NAME Esmaili, WorkPhone: Unlisted (/opt/rt4devel/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
[Mon Jul 11 15:31:00 2011] [error]: couldn't create user_obj for oe1: Could not set user info (/opt/rt4devel/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:866)
couldn't create user_obj for oe1: Could not set user info

When I run LDAPImport with --debug it reports all the info just fine. But then I do --imnport I get the above error.

Is LDAPImport compatible with the External Auth plugin?

Thanks for any help!

~~~~~~~~~~~~~
Shawn Plummer
Systems Manager
CIT SUNY Geneseo
"The mind can make substance, and people planets of its own with beings brighter than have been, and give a breath to forms which can outlive all flesh." -Lord Byron



From falcone at bestpractical.com  Mon Jul 11 12:01:59 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 11 Jul 2011 12:01:59 -0400
Subject: [rt-users] LDAPImport bug with RT-Authen-ExternalAuth
In-Reply-To: <62D35384-07CC-422E-91CC-FC2058618F75@geneseo.edu>
References: <62D35384-07CC-422E-91CC-FC2058618F75@geneseo.edu>
Message-ID: <20110711160159.GV27846@jibsheet.com>

On Mon, Jul 11, 2011 at 11:53:42AM -0400, Shawn M Plummer wrote:
> I have been implementing a test installation of rt4 and am migrating to LDAPImport to replace a very old rt to ldap sync script we had.
> However whenever I run LDAPImport I get the following errors:

> [Mon Jul 11 15:31:00 2011] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: Unassigned, Disabled: 0, EmailAddress: NAME at geneseo.edu, Name: NAME, Organization: , Privileged: 0, RealName: NAME Esmaili, WorkPhone: Unlisted (/opt/rt4devel/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
> [Mon Jul 11 15:31:00 2011] [error]: couldn't create user_obj for oe1: Could not set user info (/opt/rt4devel/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:866)
> couldn't create user_obj for oe1: Could not set user info
> 
> When I run LDAPImport with --debug it reports all the info just fine. But then I do --imnport I get the above error.
> 
> Is LDAPImport compatible with the External Auth plugin?

They are compatible, but it's entirely possible that you have some
crufty user data.

Do you already have a user whose Name and EMailAddress are both
NAME at geneseo.edu ?

If you log in as this user, can RT-Authen-ExternalAuth find and
authenticate this user?

You can also run with both --debug and --import

-kevin
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From vinod.rapolu at yahoo.com  Mon Jul 11 13:03:44 2011
From: vinod.rapolu at yahoo.com (Direct Insure Online)
Date: Mon, 11 Jul 2011 10:03:44 -0700 (PDT)
Subject: [rt-users] Can't coerce array into hash at
	/opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
In-Reply-To: <CAMOxC8sxBCDa=MxjO-kZgKBqtJpOcavPzka66via7MLZtSxd3w@mail.gmail.com>
References: <1310053347.74632.YahooMailNeo@web125419.mail.ne1.yahoo.com>
	<20110707164641.GI27846@jibsheet.com>
	<1310068887.6650.YahooMailNeo@web125417.mail.ne1.yahoo.com>
	<20110707203119.GL27846@jibsheet.com>
	<20110707203805.GM27846@jibsheet.com>
	<CAMOxC8sxBCDa=MxjO-kZgKBqtJpOcavPzka66via7MLZtSxd3w@mail.gmail.com>
Message-ID: <1310403824.32025.YahooMailNeo@web125412.mail.ne1.yahoo.com>

Hi Ruslan,
?
I just updated the database as you mentioned. I am not getting any checkboxes/radio buttons on the forms
It just displaying 0 inplace of checkboxes/radio buttons 
?
Is there any other steps I need to do after the database changes?
?
With Regards
Vinod.R
?
?

From: Ruslan Zakirov <ruz at bestpractical.com>
To: rt-users at lists.bestpractical.com
Sent: Thursday, July 7, 2011 5:58 PM
Subject: Re: [rt-users] Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.

Hi,

Try the following SQL query that should help. I'm preparing a new
version of the extension to stop people from using it under RT4 and
help them upgrade. We'll try to automate process in 4.0.2.

? ? UPDATE CustomFields SET Type = 'Select' AND RenderType = 'List'
? ? WHERE Type = 'SelectCheckbox';


On Fri, Jul 8, 2011 at 12:38 AM, Kevin Falcone
<falcone at bestpractical.com> wrote:
> On Thu, Jul 07, 2011 at 01:01:27PM -0700, Direct Insure Online wrote:
>> Hi Kevin,
>>
>> I deleted all *_Overlay.pm files when I upgraded and I have the following setting in RT_SiteConfig.pm
>> Set(@Plugins, qw(
>> ???????????????? RT::Authen::ExternalAuth
>> ???????????????? RT::Extension::CustomField::Checkbox
>> ??????????????? ));
>
> Ah, there's the problem.
>
> RT-Extension-CustomField-Checkbox has been superseded by RT4 (and in
> fact is really incompatible with RT4). ?Unfortunately, there isn't
> currently an upgrade script, although we'll make sure this gets into
> the bug tracker.
>
> You *should* be able to do something like this in your development
> environment.
>
> Find the entry in your CustomFields table with the Checkbox entry,
> update Type to Select and DisplayType to List.
>
> -kevin
>
>> If I comment the above one I am getting the following error
>> could not find component for path 'EditCustomFieldSelectCheckbox'
>>
>> If I enable the above in RT_SiteConfig.pm I am getting the following error
>> Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
>> Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 620.
>>
>> With Regards
>> Vinod.R
>>
>>
>> From: Kevin Falcone <falcone at bestpractical.com>
>> To: rt-users at lists.bestpractical.com
>> Sent: Thursday, July 7, 2011 12:46 PM
>> Subject: Re: [rt-users] Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
>>
>> On Thu, Jul 07, 2011 at 08:42:27AM -0700, Direct Insure Online wrote:
>> >? ? We just upgraded our RT from 3.8.4 to 4.0.1
>> >? ? We upgraded the database also.
>> >
>> >? ? When we want to create a new custom field we are getting the following errors
>> >
>> >? ? Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 696.
>> >? ? Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/CustomField.pm line 620.
>> >
>> >? ? What could be the problem.
>>
>> The most common failure for something like this is that you have a
>> CustomField_Overlay.pm left over from 3.8 and didn't follow the
>> directions.? Alternately, you might have a local customization or
>> extension that affects Custom Fields.
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>



-- 
Best regards, Ruslan.

--------
2011 Training: http://bestpractical.com/services/training.html
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From plummer at geneseo.edu  Mon Jul 11 13:41:54 2011
From: plummer at geneseo.edu (Shawn M Plummer)
Date: Mon, 11 Jul 2011 13:41:54 -0400
Subject: [rt-users] LDAPImport bug with RT-Authen-ExternalAuth
In-Reply-To: <20110711160159.GV27846@jibsheet.com>
References: <62D35384-07CC-422E-91CC-FC2058618F75@geneseo.edu>
	<20110711160159.GV27846@jibsheet.com>
Message-ID: <8C095365-4ED8-41FB-89FC-96E98BB0B10D@geneseo.edu>

We do have a lot of users already in RT that are in AD. Updates may be working correctly with the script but it's new users it seems to have an issue with.

Imported 311/9795 users
Processing user USER1
User USER1 already exists as 173389, updating their data
no change
Imported 312/9795 users
Processing user USER2
User USER2 already exists as 148069, updating their data
no change
Imported 313/9795 users
Processing user USER3
[Mon Jul 11 17:35:38 2011] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: Off-Campus, Disabled: 0, EmailAddress: USER3 at geneseo.edu, Name: USER3, Organization: Student, Privileged: 0, RealName: USER3 FULL NAME, WorkPhone: USER3PHONE (/opt/rt4devel/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
[Mon Jul 11 17:35:38 2011] [error]: couldn't create user_obj for USER3: Could not set user info (/opt/rt4devel/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:866)
couldn't create user_obj for USER3: Could not set user info
Imported 314/9795 users


USER3 exists in our AD currently but does not exist in RTs database and it fails to create that user. We do have alots of users in RT that no longer exist in AD but those do not seem to be causing any errors, or if they are it is not a problem.

- Shawn


On Jul 11, 2011, at 12:01 PM, Kevin Falcone wrote:

> On Mon, Jul 11, 2011 at 11:53:42AM -0400, Shawn M Plummer wrote:
>> I have been implementing a test installation of rt4 and am migrating to LDAPImport to replace a very old rt to ldap sync script we had.
>> However whenever I run LDAPImport I get the following errors:
> 
>> [Mon Jul 11 15:31:00 2011] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: Unassigned, Disabled: 0, EmailAddress: NAME at geneseo.edu, Name: NAME, Organization: , Privileged: 0, RealName: NAME Esmaili, WorkPhone: Unlisted (/opt/rt4devel/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
>> [Mon Jul 11 15:31:00 2011] [error]: couldn't create user_obj for oe1: Could not set user info (/opt/rt4devel/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:866)
>> couldn't create user_obj for oe1: Could not set user info
>> 
>> When I run LDAPImport with --debug it reports all the info just fine. But then I do --imnport I get the above error.
>> 
>> Is LDAPImport compatible with the External Auth plugin?
> 
> They are compatible, but it's entirely possible that you have some
> crufty user data.
> 
> Do you already have a user whose Name and EMailAddress are both
> NAME at geneseo.edu ?
> 
> If you log in as this user, can RT-Authen-ExternalAuth find and
> authenticate this user?
> 
> You can also run with both --debug and --import
> 
> -kevin
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html


~~~~~~~~~~~~~
Shawn Plummer
Systems Manager
CIT SUNY Geneseo
"The mind can make substance, and people planets of its own with beings brighter than have been, and give a breath to forms which can outlive all flesh." -Lord Byron



From falcone at bestpractical.com  Mon Jul 11 16:53:32 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 11 Jul 2011 16:53:32 -0400
Subject: [rt-users] LDAPImport bug with RT-Authen-ExternalAuth
In-Reply-To: <8C095365-4ED8-41FB-89FC-96E98BB0B10D@geneseo.edu>
References: <62D35384-07CC-422E-91CC-FC2058618F75@geneseo.edu>
	<20110711160159.GV27846@jibsheet.com>
	<8C095365-4ED8-41FB-89FC-96E98BB0B10D@geneseo.edu>
Message-ID: <20110711205332.GW27846@jibsheet.com>

On Mon, Jul 11, 2011 at 01:41:54PM -0400, Shawn M Plummer wrote:
> We do have a lot of users already in RT that are in AD. Updates may be working correctly with the script but it's new users it seems to have an issue with.
> 
> USER3 exists in our AD currently but does not exist in RTs database and it fails to create that user. We do have alots of users in RT that no longer exist in AD but those do not seem to be causing any errors, or if they are it is not a problem.

Ok, what about this question:

> > If you log in as this user, can RT-Authen-ExternalAuth find and
> > authenticate this user?

You might also want to provide some of your config settings.

-kevin
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From falcone at bestpractical.com  Mon Jul 11 16:59:14 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 11 Jul 2011 16:59:14 -0400
Subject: [rt-users] LDAPImport bug with RT-Authen-ExternalAuth
In-Reply-To: <20110711205332.GW27846@jibsheet.com>
References: <62D35384-07CC-422E-91CC-FC2058618F75@geneseo.edu>
	<20110711160159.GV27846@jibsheet.com>
	<8C095365-4ED8-41FB-89FC-96E98BB0B10D@geneseo.edu>
	<20110711205332.GW27846@jibsheet.com>
Message-ID: <20110711205914.GX27846@jibsheet.com>

On Mon, Jul 11, 2011 at 04:53:32PM -0400, Kevin Falcone wrote:
> On Mon, Jul 11, 2011 at 01:41:54PM -0400, Shawn M Plummer wrote:
> > We do have a lot of users already in RT that are in AD. Updates may be working correctly with the script but it's new users it seems to have an issue with.
> > 
> > USER3 exists in our AD currently but does not exist in RTs database and it fails to create that user. We do have alots of users in RT that no longer exist in AD but those do not seem to be causing any errors, or if they are it is not a problem.
> 
> Ok, what about this question:
> 
> > > If you log in as this user, can RT-Authen-ExternalAuth find and
> > > authenticate this user?
> 
> You might also want to provide some of your config settings.

I should also note that if you set RT to log in debug mode, you'll see
both LDAPImport and ExternalAuth in your RT log, whereas the tool can
only show you LDAPIMport logs in the console.

-kevin
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From roberto.j.hoyle at dartmouth.edu  Mon Jul 11 17:28:51 2011
From: roberto.j.hoyle at dartmouth.edu (Roberto Hoyle)
Date: Mon, 11 Jul 2011 21:28:51 +0000 (UTC)
Subject: [rt-users] RT Upgrade from 3.8.8 to 4.0.0 Problem
Message-ID: <loom.20110711T232303-472@post.gmane.org>

I'm attempting to upgrade RT from 3.8.8 to 4.0.0.  I thought I followed
the steps in the README, in the UPGRADE-4.0, and the UPGRADE-3.8 files,
but I'm running in to the following error message:

ephesus.dartmouth.edu#
/data/websites/rh-libdev/scripts/site-cfg/rh-libdev/env.sh ;
/data/website-packages/libdesign/rt/sbin/rt-setup-database --dba
library_rt --prompt-for-dba-password --action upgrade Modification of a
read-only value attempted at
/usr/local/lib/perl5/site_perl/5.8.9/Net/LDAP/Constant.pm line 13.
Compilation failed in require at
/usr/local/lib/perl5/site_perl/5.8.9/Net/LDAP/Message.pm line 7. BEGIN
failed--compilation aborted at
/usr/local/lib/perl5/site_perl/5.8.9/Net/LDAP/Message.pm line 7.
Compilation failed in require at
/usr/local/lib/perl5/site_perl/5.8.9/Net/LDAP.pm line 13. BEGIN
failed--compilation aborted at
/usr/local/lib/perl5/site_perl/5.8.9/Net/LDAP.pm line 13. Compilation
failed in require at /data/website-
packages/libdesign/rt/sbin/../local/lib/RT/CurrentUser_Local.pm line
202. BEGIN failed--compilation aborted at /data/website-
packages/libdesign/rt/sbin/../local/lib/RT/CurrentUser_Local.pm line
202. Compilation failed in require at
/data/website-packages/libdesign/rt/sbin/../lib/RT/Base.pm line 161.
Compilation failed in require at /data/website-
packages/libdesign/rt/sbin/../lib/RT/Interface/Web/Session.pm line 53.
BEGIN failed--compilation aborted at /data/website-
packages/libdesign/rt/sbin/../lib/RT/Interface/Web/Session.pm line 53.
Compilation failed in require at
/data/website-packages/libdesign/rt/sbin/../lib/RT/Interface/Web.pm line
69. BEGIN failed--compilation aborted at /data/website-
packages/libdesign/rt/sbin/../lib/RT/Interface/Web.pm line 69.
Compilation failed in require at /data/website-
packages/libdesign/rt/sbin/../lib/RT/ObjectCustomFieldValue.pm line 54.
BEGIN failed--compilation aborted at /data/website-
packages/libdesign/rt/sbin/../lib/RT/ObjectCustomFieldValue.pm line 54.
Compilation failed in require at /data/website-
packages/libdesign/rt/sbin/../lib/RT/ObjectCustomFieldValues.pm line 55.
BEGIN failed--compilation aborted at /data/website-
packages/libdesign/rt/sbin/../lib/RT/ObjectCustomFieldValues.pm line 55.
Compilation failed in require at
/data/website-packages/libdesign/rt/sbin/../lib/RT/CustomField.pm line
63. BEGIN failed--compilation aborted at /data/website-
packages/libdesign/rt/sbin/../lib/RT/CustomField.pm line 63. Compilation
failed in require at
/data/website-packages/libdesign/rt/sbin/../lib/RT/CustomFields.pm line
73. BEGIN failed--compilation aborted at /data/website-
packages/libdesign/rt/sbin/../lib/RT/CustomFields.pm line 73.
Compilation failed in require at
/data/website-packages/libdesign/rt/sbin/../lib/RT/Ticket.pm line 77.
BEGIN failed--compilation aborted at
/data/website-packages/libdesign/rt/sbin/../lib/RT/Ticket.pm line 77.
Compilation failed in require at
/data/website-packages/libdesign/rt/sbin/../lib/RT/Tickets.pm line 85.
BEGIN failed--compilation aborted at
/data/website-packages/libdesign/rt/sbin/../lib/RT/Tickets.pm line 85.
Compilation failed in require at
/data/website-packages/libdesign/rt/sbin/../lib/RT.pm line 395.


The line that I'm executing comes from the end of the "make upgrade"
process, which supposedly finished without any problems.

Searching through the archive I see a similar issue that required an
upgrade to Authen::ExternalAuth, but that's a separate file.  Any other
suggestions?

thanks,

Robert Hoyle




From Joanne.Keown at coloradogroup.com.au  Mon Jul 11 19:55:21 2011
From: Joanne.Keown at coloradogroup.com.au (Joanne Keown)
Date: Tue, 12 Jul 2011 09:55:21 +1000
Subject: [rt-users] Custom Fields (Applies to Ticket Transactions) - not
 saving at ticket level
Message-ID: <0F5FC019E0CDF3459EE1B8D44E850727480CA6366F@BNE-EXCH.coloradogroup.com.au>

Hi all,

I'm obviously missing something.  I have created a number of custom fields and set them as applying to  "Ticket Transactions", on the expectation that these would allow me to capture ticket data that I could both report on and update over a period of time.  However, I notice that any data I captured against these is not being 'saved' against the ticket.

I am getting the impression that, even though it's called "Ticket Transactions",  it's not actually capturing the data at the ticket level and that my only option might be to put all these Custom Fields as applying to "Tickets".  This option isn't desirable as there will now be over 20 Custom Fields on one page - quite overwhelming.  As this group of cf's are designed to capture process steps taken by our Customer Services staff in resolving a ticket (also capture notes and file attachments at stages), they provide a prompter as to what step is next in the resolution process and what stage the ticket is at.

Does anyone know of another way of separating the main ticket entry cf's (Meta data) from the transactional/workflow cf's?

Many thanks and kind regards

Jo

Jo Keown, MBusAdmin(Mgt), MIPA
IS Business Analyst
Colorado Group Ltd
100 Melbourne Street
South Brisbane  QLD   4101
Ph:    +61  7 3877 3399
Mobile:   0402 697 351
Email: joanne.keown at coloradogroup.com.au<mailto:joanne.keown at coloradogroup.com.au>

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From fireskyer at gmx.de  Tue Jul 12 05:38:04 2011
From: fireskyer at gmx.de (john s.)
Date: Tue, 12 Jul 2011 02:38:04 -0700 (PDT)
Subject: [rt-users] Which  Apache Optimize Options are useful for RT?
In-Reply-To: <20110711135618.GU27846@jibsheet.com>
References: <32036185.post@talk.nabble.com>
	<20110711135618.GU27846@jibsheet.com>
Message-ID: <32044492.post@talk.nabble.com>



So.... 


any other optmize measures that you can reccommed for RT without any
problems such like mod_cache ?


best regards john 

-- 
View this message in context: http://old.nabble.com/Which--Apache-Optimize-Options-are-useful-for-RT--tp32036185p32044492.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From bart at pleh.info  Tue Jul 12 08:16:24 2011
From: bart at pleh.info (Bart)
Date: Tue, 12 Jul 2011 14:16:24 +0200
Subject: [rt-users]  Limit to the Offline page?
Message-ID: <CAB2d3rYRHTFcpjnrDG930MPksCzHHF=H7NpYrukHrURV=Phx3A@mail.gmail.com>

Hi,

What's the actual limit for the Offline page regarding uploading tickets?

After some hocus-pocus with LibreOffice, an extraction of our old ticketing
system and TextWrangler magic I've fabricated text file (18MB) with 13369.
However, I noticed that this is a little (probably more then a little) too
much for the web interface to handle.

I also gave it a shot with 5000 tickets but the web interface doesn't handle
those that well either.

So is there a limit in the amount of tickets that you import via the web
interface? Or is there simply a character limit to uploading to the web
interface?
I can't seem to find any documentation on this so I'm hoping someone can
point me in the right direction :)

Thanks in advance.

Best regards,

Bart
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From falcone at bestpractical.com  Tue Jul 12 08:32:46 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 12 Jul 2011 08:32:46 -0400
Subject: [rt-users] RT Upgrade from 3.8.8 to 4.0.0 Problem
In-Reply-To: <loom.20110711T232303-472@post.gmane.org>
References: <loom.20110711T232303-472@post.gmane.org>
Message-ID: <20110712123246.GY27846@jibsheet.com>

On Mon, Jul 11, 2011 at 09:28:51PM +0000, Roberto Hoyle wrote:
> I'm attempting to upgrade RT from 3.8.8 to 4.0.0.  I thought I followed
> the steps in the README, in the UPGRADE-4.0, and the UPGRADE-3.8 files,
> but I'm running in to the following error message:
...
> The line that I'm executing comes from the end of the "make upgrade"
> process, which supposedly finished without any problems.
> 
> Searching through the archive I see a similar issue that required an
> upgrade to Authen::ExternalAuth, but that's a separate file.  Any other
> suggestions?

I believe your options are:

* Use 4.0.1, not 4.0.0
* Temporarily disable RT::Authen::ExternalAUth in @Plugins until you
  upgrade it
* Upgrade RT::Authen::ExternalAuth, since 0.09 works fine with 3.8.8 and
  4.0.1

-kevin
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From fireskyer at gmx.de  Tue Jul 12 08:45:23 2011
From: fireskyer at gmx.de (john s.)
Date: Tue, 12 Jul 2011 05:45:23 -0700 (PDT)
Subject: [rt-users]  RT 3.8 to 4 update some issues
Message-ID: <32045482.post@talk.nabble.com>


Hello People..


I tried to make an update from rt 3.8 to rt4 


Reading instructions through the readme till to point 6b

but the command /opt/rt4/sbin/rt-setup-database \
              --prompt-for-dba-password --action upgrade

doesn't work properly ......

her is the complete  output: http://pastebin.com/DwnjXrvZ

i think it has sth to be with this : 

error]: Couldn't get principal for an empty user
(/opt/rt4/sbin/../lib/RT/User.pm:1104)
Couldn't finish 'upgrade' step.

ERROR: One of initial functions failed: Can't call method "Id" on an
undefined value at /opt/rt4/sbin/../lib/RT/ACL.pm line 227, <> line 1.

best regards john s. 

-- 
View this message in context: http://old.nabble.com/RT-3.8-to-4-update-some-issues-tp32045482p32045482.html
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From ktm at rice.edu  Tue Jul 12 08:49:40 2011
From: ktm at rice.edu (ktm at rice.edu)
Date: Tue, 12 Jul 2011 07:49:40 -0500
Subject: [rt-users] Which  Apache Optimize Options are useful for RT?
In-Reply-To: <32044492.post@talk.nabble.com>
References: <32036185.post@talk.nabble.com>
	<20110711135618.GU27846@jibsheet.com>
	<32044492.post@talk.nabble.com>
Message-ID: <20110712124940.GH14305@staff-mud-56-27.rice.edu>

On Tue, Jul 12, 2011 at 02:38:04AM -0700, john s. wrote:
> 
> 
> So.... 
> 
> 
> any other optmize measures that you can reccommed for RT without any
> problems such like mod_cache ?
> 
> 
> best regards john 
> 

Here are some options that we have that you may want to give a try:

# Reduce DEFLATE compression level to make it faster.
DeflateCompressionLevel 1
DeflateBufferSize 1024

# Change Mason caching parameters
PerlSetVar MasonStaticSource true
PerlSetVar MasonBufferPreallocateSize 4096000
PerlSetVar MasonDataCacheDefaults "cache_class=> MemoryCache, cache_depth => 4"
PerlSetVar MasonPreloads '/Elements/*'

We also turn on some caching for common graphics, CSS, javascript...:

<Location />
	SetOutputFilter DEFLATE
	# Netscape 4.x has some problems...
	BrowserMatch ^Mozilla/4 gzip-only-text/html
	# Netscape 4.06-4.08 have some more problems
	BrowserMatch ^Mozilla/4\.0[678] no-gzip
	# MSIE masquerades as Netscape, but it is fine
	# BrowserMatch \bMSIE !no-gzip !gzip-only-text/html
	# NOTE: Due to a bug in mod_setenvif up to Apache 2.0.48
	# the above regex won't work. You can use the following
	# workaround to get the desired effect:
	BrowserMatch \bMSI[E] !no-gzip !gzip-only-text/html
	# Don't compress images
	SetEnvIfNoCase Request_URI \
	\.(?:gif|jpe?g|png)$ no-gzip dont-vary
	SetEnvIfNoCase Request_URI \.pdf$ no-gzip dont-vary

	<IfModule mod_expires.c>
	# turn on the mod_expires module for this directory
	ExpiresActive on

	# cache common graphics for 7 days
	ExpiresByType image/x-icon "access plus 7 days"
	ExpiresByType image/jpg "access plus 7 days"
	ExpiresByType image/gif "access plus 7 days"
	ExpiresByType image/jpeg "access plus 7 days"
	ExpiresByType image/png "access plus 7 days"

	# cache CSS for 24 hours
	ExpiresByType text/css "access plus 24 hours"

	# cache javascript for 1 hour
	ExpiresByType application/x-javascript "access plus 1 hour"
	# set the default to 24 hours
	ExpiresDefault "access plus 24 hours"

	Header set Cache-Control "must-revalidate"
	</IfModule>

	# Make sure proxies don't deliver the wrong content
	Header append Vary User-Agent env=!dont-vary
	SetHandler perl-script
	PerlHandler RT::Mason
</Location>


Please test and see if any of these help or not.

Regards,
Ken


From roberto.j.hoyle at dartmouth.edu  Tue Jul 12 10:02:38 2011
From: roberto.j.hoyle at dartmouth.edu (Roberto Hoyle)
Date: Tue, 12 Jul 2011 14:02:38 +0000 (UTC)
Subject: [rt-users] RT Upgrade from 3.8.8 to 4.0.0 Problem
References: <loom.20110711T232303-472@post.gmane.org>
	<20110712123246.GY27846@jibsheet.com>
Message-ID: <loom.20110712T155923-179@post.gmane.org>

Kevin Falcone <falcone <at> bestpractical.com> writes:
> I believe your options are:
> 
> * Use 4.0.1, not 4.0.0
> * Temporarily disable RT::Authen::ExternalAUth in @Plugins until you
>   upgrade it
> * Upgrade RT::Authen::ExternalAuth, since 0.09 works fine with 3.8.8 and
>   4.0.1

If I do a make upgrade from 4.0.1 on the directory that has 4.0.0, will
that screw up the installation?

Also, RT::Authen::ExternalAUth was not anywhere in the error output
above, which is why I wasn't sure if it was the same issue or not.  I
just came across the ExternalAuth link by searching over the mailing
list archives.

thanks,

Robert



From raphael.mouneyres at sagemcom.com  Tue Jul 12 10:19:18 2011
From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=)
Date: Tue, 12 Jul 2011 16:19:18 +0200
Subject: [rt-users] RTx::BecomeUser feature
Message-ID: <10553_1310480383_4E1C57F2_10553_1_1_OF661E6703.0C3F2186-ONC12578CB.004E2F24-C12578CB.004EAC38@sagemcom.com>

Hi,

I installed the extension RTx::BecomUser on my 3.8.8 RT, and the option 
displayed as expected in the menu.
I can choose someone to become, and can see the Congratulation messages, 
as well as the name changing on the top bar.

But this is short success as i have configured RT to have Apache 
Authentication for pages... so as soon as i click on another page, i 
become myself again....

Is there any way to keep the selected user active with apache auth, or may 
i be a new feature for this plugin ?


Rapha?l MOUNEYRES
#
" Ce courriel et les documents qui lui sont joints peuvent contenir des
informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont
pas destin?s, nous vous signalons qu'il est strictement interdit de les
divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce
soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
informatique ce courriel ainsi que tous les documents qui y sont attach?s."


                               ******

" This e-mail and any attached documents may contain confidential or
proprietary information. If you are not the intended recipient, you are
notified that any dissemination, copying of this e-mail and any attachments
thereto or use of their contents by any means whatsoever is strictly
prohibited. If you have received this e-mail in error, please advise the
sender immediately and delete this e-mail and all attached documents
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From bart at pleh.info  Tue Jul 12 11:19:34 2011
From: bart at pleh.info (Bart)
Date: Tue, 12 Jul 2011 17:19:34 +0200
Subject: [rt-users] Limit to the Offline page?
In-Reply-To: <CAB2d3rYRHTFcpjnrDG930MPksCzHHF=H7NpYrukHrURV=Phx3A@mail.gmail.com>
References: <CAB2d3rYRHTFcpjnrDG930MPksCzHHF=H7NpYrukHrURV=Phx3A@mail.gmail.com>
Message-ID: <CAB2d3raih6gAgOjJuCMawwdiOSG-EFTKdo_bbXD+Gw-VEqLJsA@mail.gmail.com>

Hi,

After some testing, first with 4048, then with 2048 tickets it seems that
2048 is a reasonable number. (2048 seems to have worked for me).

For me the 2048 tickets I imported have the following facts:

   - Line count: 126.367
   - Word count: 347.297
   - Char count: 2.719.389
   - File size: 2.7 MB (which obviously is a huge difference compared to the
   18MB file)

I think that for now I'll just assume that 2048 tickets is my limit and base
our migration on that number.

It would mean that we'll have to do the import / convert steps a few times
but that's a doable situation.

Best regards,

Bart



2011/7/12 Bart <bart at pleh.info>

> Hi,
>
> What's the actual limit for the Offline page regarding uploading tickets?
>
> After some hocus-pocus with LibreOffice, an extraction of our old ticketing
> system and TextWrangler magic I've fabricated text file (18MB) with 13369.
> However, I noticed that this is a little (probably more then a little) too
> much for the web interface to handle.
>
> I also gave it a shot with 5000 tickets but the web interface doesn't
> handle those that well either.
>
> So is there a limit in the amount of tickets that you import via the web
> interface? Or is there simply a character limit to uploading to the web
> interface?
> I can't seem to find any documentation on this so I'm hoping someone can
> point me in the right direction :)
>
> Thanks in advance.
>
> Best regards,
>
> Bart
>
>
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From jblaine at kickflop.net  Tue Jul 12 11:59:48 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Tue, 12 Jul 2011 11:59:48 -0400
Subject: [rt-users] What is sbin/rt-dump-database actually for?
Message-ID: <4E1C6F74.9080501@kickflop.net>

Seems to dump XML out of some stuff, but not ticket
data, etc.

I don't want to make assumptions about it, and it's
not documented anywhere I can find (including in
the source for it).

What is this for?  It would appear its scope is not
really defined by the script name.


From falcone at bestpractical.com  Tue Jul 12 12:07:19 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 12 Jul 2011 12:07:19 -0400
Subject: [rt-users] What is sbin/rt-dump-database actually for?
In-Reply-To: <4E1C6F74.9080501@kickflop.net>
References: <4E1C6F74.9080501@kickflop.net>
Message-ID: <20110712160719.GZ27846@jibsheet.com>

On Tue, Jul 12, 2011 at 11:59:48AM -0400, Jeff Blaine wrote:
> Seems to dump XML out of some stuff, but not ticket
> data, etc.
> 
> I don't want to make assumptions about it, and it's
> not documented anywhere I can find (including in
> the source for it).
> 
> What is this for?  It would appear its scope is not
> really defined by the script name.

It was intended to create initialdata files from an RT install.  It
has a ton of bugs and limitations and isn't recommended unless you
know what you're doing.

It is *not* a backup tool for your RT install

-kevin
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From trs at bestpractical.com  Tue Jul 12 12:09:11 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 12 Jul 2011 12:09:11 -0400
Subject: [rt-users] What is sbin/rt-dump-database actually for?
In-Reply-To: <4E1C6F74.9080501@kickflop.net>
References: <4E1C6F74.9080501@kickflop.net>
Message-ID: <4E1C71A7.9040609@bestpractical.com>

On 07/12/2011 11:59 AM, Jeff Blaine wrote:
> Seems to dump XML out of some stuff, but not ticket
> data, etc.
> 
> I don't want to make assumptions about it, and it's
> not documented anywhere I can find (including in
> the source for it).
> 
> What is this for?  It would appear its scope is not
> really defined by the script name.

The version in 4.0, renamed to rt-dump-metadata, is slightly more
enlightening:
https://github.com/bestpractical/rt/blob/stable/sbin/rt-dump-metadata.in#L230

It's a very old tool that may not work in some cases, so if you plan to
use it I suggest you test it very well.

If you just want a quickly reloadable set of default configurations, I
suggest you look into writing your own initialdata file.

Thomas


From falcone at bestpractical.com  Tue Jul 12 12:14:41 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 12 Jul 2011 12:14:41 -0400
Subject: [rt-users] RT Upgrade from 3.8.8 to 4.0.0 Problem
In-Reply-To: <loom.20110712T155923-179@post.gmane.org>
References: <loom.20110711T232303-472@post.gmane.org>
	<20110712123246.GY27846@jibsheet.com>
	<loom.20110712T155923-179@post.gmane.org>
Message-ID: <20110712161441.GA27846@jibsheet.com>

On Tue, Jul 12, 2011 at 02:02:38PM +0000, Roberto Hoyle wrote:
> Kevin Falcone <falcone <at> bestpractical.com> writes:
> > I believe your options are:
> > 
> > * Use 4.0.1, not 4.0.0
> > * Temporarily disable RT::Authen::ExternalAUth in @Plugins until you
> >   upgrade it
> > * Upgrade RT::Authen::ExternalAuth, since 0.09 works fine with 3.8.8 and
> >   4.0.1
> 
> If I do a make upgrade from 4.0.1 on the directory that has 4.0.0, will
> that screw up the installation?

No.

> Also, RT::Authen::ExternalAUth was not anywhere in the error output
> above, which is why I wasn't sure if it was the same issue or not.  I
> just came across the ExternalAuth link by searching over the mailing
> list archives.

The error is thrown by perl before RT ever has a prayer of throwing a
better error.

It is resolved by running a newer RT, a newer RT-Authen-ExternalAuth
(which is already required for RT4) or possibly by the newest release
of Net::LDAP.

Out of curiousity, why was an old version of RT-Authen-ExternalAuth in
your RT tree?  Did you upgrade in-place rather than into a clean
directory?

-kevin
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From huston at astro.princeton.edu  Tue Jul 12 12:18:02 2011
From: huston at astro.princeton.edu (Steve Huston)
Date: Tue, 12 Jul 2011 12:18:02 -0400
Subject: [rt-users] 3.8.8 -> 4.0.1, PSGI upgrade/usage problem
Message-ID: <4E1C73BA.6060809@astro.princeton.edu>

I've got everything up to the web services upgraded with no problems,
and here I'm having some trouble - I think I'd have had the same
troubles if this were 3.9, as I believe it's related to PSGI.  My
apologies for the craptacular formatting of these errors.

The error(s):

[Tue Jul 12 12:01:01 2011] [error] Your request path is '/rt/index.html'
and it doesn't match your Location(Match) '/opt/rt4/share/html/'. This
should be due to the configuration error. See perldoc Plack::Hand
ler::Apache2 for details.
[Tue Jul 12 16:01:01 2011] [warn]: The actual SCRIPT_NAME
(/rt/index.html) does NOT match the configured WebPath (/rt). Perhaps
you should Set($WebPath, '/rt/index.html'); in RT_SiteConfig.pm,
otherwise your i
nternal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1097)
[Tue Jul 12 12:01:04 2011] [error] Your request path is
'/rt/NoAuth/css/aileron-squished-faf83ae7ba84ca0d5a0280fd7c2e6b66.css'
and it doesn't match your Location(Match) '/opt/rt4/share/html/'. This
should be d
ue to the configuration error. See perldoc Plack::Handler::Apache2 for
details.
[Tue Jul 12 12:01:04 2011] [error] Your request path is
'/rt/NoAuth/js/squished-0d827a85fc350fae22bf999015a8d153.js' and it
doesn't match your Location(Match) '/opt/rt4/share/html/'. This should
be due to the
configuration error. See perldoc Plack::Handler::Apache2 for details.
[Tue Jul 12 12:01:04 2011] [error] Your request path is
'/rt/NoAuth/RichText/ckeditor.js' and it doesn't match your
Location(Match) '/opt/rt4/share/html/'. This should be due to the
configuration error. See pe
rldoc Plack::Handler::Apache2 for details.
[Tue Jul 12 16:01:04 2011] [warn]: The actual SCRIPT_NAME
(/rt/NoAuth/js/squished-0d827a85fc350fae22bf999015a8d153.js) does NOT
match the configured WebPath (/rt). Perhaps you should Set($WebPath,
'/rt/NoAuth/
js/squished-0d827a85fc350fae22bf999015a8d153.js'); in RT_SiteConfig.pm,
otherwise your internal links may be broken.
(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1097)
[Tue Jul 12 16:01:04 2011] [warn]: The actual SCRIPT_NAME
(/rt/NoAuth/css/aileron-squished-faf83ae7ba84ca0d5a0280fd7c2e6b66.css)
does NOT match the configured WebPath (/rt). Perhaps you should
Set($WebPath, '/
rt/NoAuth/css/aileron-squished-faf83ae7ba84ca0d5a0280fd7c2e6b66.css');
in RT_SiteConfig.pm, otherwise your internal links may be broken.
(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1097)
[Tue Jul 12 16:01:04 2011] [warn]: The actual SCRIPT_NAME
(/rt/NoAuth/RichText/ckeditor.js) does NOT match the configured WebPath
(/rt). Perhaps you should Set($WebPath,
'/rt/NoAuth/RichText/ckeditor.js'); in
RT_SiteConfig.pm, otherwise your internal links may be broken.
(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1097)
[Tue Jul 12 12:01:04 2011] [error] Your request path is
'/rt/NoAuth/Login.html' and it doesn't match your Location(Match)
'/opt/rt4/share/html/'. This should be due to the configuration error.
See perldoc Plac
k::Handler::Apache2 for details.

It then continues quite a bit after that with similar (or the same) errors.

RT is set to run from /rt off the web server, and the configuration is
below (modified from the RT3 one that worked, but with the new handler
and whatnot I have no idea if this is right).  This is the contents of
the /etc/httpd/conf.d/rt4.conf file


Alias /rt "/opt/rt4/share/html/"
LDAPVerifyServerCert off

<Directory "/opt/rt4/share/html/">

  AllowOverride All
  Options ExecCGI +FollowSymLinks

  AuthLDAPURL ldaps://<<ldappy-stuff>>
  require valid-user
  AuthzLDAPAuthoritative off
  AuthBasicProvider ldap
  AuthType Basic
  AuthName "Peyton UNIX Systems"

  RewriteEngine On
  RedirectMatch permanent (.*)/$ $1/index.html
  AddDefaultCharset UTF-8
  SetHandler modperl
  PerlResponseHandler Plack::Handler::Apache2
  PerlSetVar psgi_app /opt/rt4/sbin/rt-server

</Directory>

<Directory "/opt/rt4/share/html/REST/1.0/NoAuth">
  AllowOverride None
  Satisfy Any
</Directory>

<Directory "/opt/rt4/share/html/NoAuth">
  AllowOverride None
  Satisfy Any
</Directory>

<Perl>
  use Plack::Handler::Apache2;
  Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
</Perl>


I'm running Apache 2.2.3 on CentOS 5.5 with a freshly installed RT 4.0.1
pointed to an upgraded RT3 database (copied the database & performed the
upgrade steps from the docs).

NB: I removed the RedirectMatch up there since I saw it wasn't in the
new documentation for the web interface, but all that did was change the
error message(s) to this:
[Tue Jul 12 12:11:45 2011] [error] Your request path is '/rt/' and it
doesn't match your Location(Match) '/opt/rt4/share/html/'. This should
be due to the configuration error. See perldoc Plack::Handler::Apache2
for details.
[Tue Jul 12 16:11:45 2011] [warn]: The actual SCRIPT_NAME (/rt/) does
NOT match the configured WebPath (/rt). Perhaps you should Set($WebPath,
'/rt/'); in RT_SiteConfig.pm, otherwise your internal links may be
broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1097)


-- 
Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences
  Princeton University  |    ICBM Address: 40.346525   -74.651285
    206 Peyton Hall     |"On my ship, the Rocinante, wheeling through
  Princeton, NJ   08544 | the galaxies; headed for the heart of Cygnus,
    (267) 793-0852      | headlong into mystery."  -Rush, 'Cygnus X-1'


From Raed.El-Hames at daisygroupplc.com  Tue Jul 12 12:47:41 2011
From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames)
Date: Tue, 12 Jul 2011 16:47:41 +0000
Subject: [rt-users] Can't call method "ContentAsMIME" on an undefined value
Message-ID: <892593C9CA8E25458C440A63DDC6774D1E55C0C9@DG-HEXMBX02.daisy.group>

Kevin,

Apologies Kevin but I put your name because through the archive I noticed you looked into similar problem.
When trying to forward an update with an attachment and no text update I get the error "Can't call method ..."

I noticed back in December another list user had the same issue (Ticket Forwarding), but it seems there was no solution posted.
Do you know if there is a fix/solution?? And what would you recommend, I am on 3.8.7 (mod_perl2/apache/mysql); an upgrade is not an option for now, but I can patch the necessary.

Regards;
Roy

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From trs at bestpractical.com  Tue Jul 12 13:13:00 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 12 Jul 2011 13:13:00 -0400
Subject: [rt-users] 3.8.8 -> 4.0.1, PSGI upgrade/usage problem
In-Reply-To: <4E1C73BA.6060809@astro.princeton.edu>
References: <4E1C73BA.6060809@astro.princeton.edu>
Message-ID: <4E1C809C.8090505@bestpractical.com>

On 07/12/2011 12:18 PM, Steve Huston wrote:
> I've got everything up to the web services upgraded with no problems,
> and here I'm having some trouble - I think I'd have had the same
> troubles if this were 3.9, as I believe it's related to PSGI.  My
> apologies for the craptacular formatting of these errors.

You should read docs/web_deployment.pod either from your RT 4 source
tarball or
https://github.com/bestpractical/rt/blob/stable/docs/web_deployment.pod.
 It has a number of sample configurations that you should start from
rather than your RT 3 config.  I suggest you get one of the sample
configs working and then add in your other directives as necessary.

Thomas


From huston at astro.princeton.edu  Tue Jul 12 13:18:32 2011
From: huston at astro.princeton.edu (Steve Huston)
Date: Tue, 12 Jul 2011 13:18:32 -0400
Subject: [rt-users] 3.8.8 -> 4.0.1, PSGI upgrade/usage problem
In-Reply-To: <4E1C809C.8090505@bestpractical.com>
References: <4E1C73BA.6060809@astro.princeton.edu>
	<4E1C809C.8090505@bestpractical.com>
Message-ID: <4E1C81E8.6070307@astro.princeton.edu>

On 7/12/11 1:13 PM, Thomas Sibley wrote:
> You should read docs/web_deployment.pod either from your RT 4 source
> tarball or
> https://github.com/bestpractical/rt/blob/stable/docs/web_deployment.pod.
>  It has a number of sample configurations that you should start from
> rather than your RT 3 config.  I suggest you get one of the sample
> configs working and then add in your other directives as necessary.

Thanks, that's what I did; but some of the directives I'm not sure
about.  The LDAP bits I still need (since I'm using HTTP authentication
for RT), and aren't mentioned in that document.  I can't use the pure
virtualhost directive as listed because there is no virtual host on the
machine.  And I believe the two noauth parts are needed to bypass
external authentication for rt-mailgate and the like.

-- 
Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences
  Princeton University  |    ICBM Address: 40.346525   -74.651285
    206 Peyton Hall     |"On my ship, the Rocinante, wheeling through
  Princeton, NJ   08544 | the galaxies; headed for the heart of Cygnus,
    (267) 793-0852      | headlong into mystery."  -Rush, 'Cygnus X-1'


From trs at bestpractical.com  Tue Jul 12 13:34:12 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 12 Jul 2011 13:34:12 -0400
Subject: [rt-users] 3.8.8 -> 4.0.1, PSGI upgrade/usage problem
In-Reply-To: <4E1C81E8.6070307@astro.princeton.edu>
References: <4E1C73BA.6060809@astro.princeton.edu>	<4E1C809C.8090505@bestpractical.com>
	<4E1C81E8.6070307@astro.princeton.edu>
Message-ID: <4E1C8594.4080305@bestpractical.com>

On 07/12/2011 01:18 PM, Steve Huston wrote:
> On 7/12/11 1:13 PM, Thomas Sibley wrote:
>> You should read docs/web_deployment.pod either from your RT 4 source
>> tarball or
>> https://github.com/bestpractical/rt/blob/stable/docs/web_deployment.pod.
>>  It has a number of sample configurations that you should start from
>> rather than your RT 3 config.  I suggest you get one of the sample
>> configs working and then add in your other directives as necessary.
> 
> Thanks, that's what I did; but some of the directives I'm not sure
> about.  The LDAP bits I still need (since I'm using HTTP authentication
> for RT), and aren't mentioned in that document.  I can't use the pure
> virtualhost directive as listed because there is no virtual host on the
> machine.  And I believe the two noauth parts are needed to bypass
> external authentication for rt-mailgate and the like.

I suspect you don't want that Alias /rt line and the Directory
"/opt/rt4/share/html/" block should probably be a Location /rt block
instead.

Thomas


From huston at astro.princeton.edu  Tue Jul 12 13:34:40 2011
From: huston at astro.princeton.edu (Steve Huston)
Date: Tue, 12 Jul 2011 13:34:40 -0400
Subject: [rt-users] 3.8.8 -> 4.0.1, PSGI upgrade/usage problem
In-Reply-To: <4E1C81E8.6070307@astro.princeton.edu>
References: <4E1C73BA.6060809@astro.princeton.edu>	<4E1C809C.8090505@bestpractical.com>
	<4E1C81E8.6070307@astro.princeton.edu>
Message-ID: <4E1C85B0.7080304@astro.princeton.edu>

The solution was to replace the "Directory" directives with "Location"
and make them URI relative; ie, <Location "/rt">, <Location
"/rt/NoAuth">, etc.  Assuming mailgate is OK with this too (I'll know
shortly) this seems solved.

-- 
Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences
  Princeton University  |    ICBM Address: 40.346525   -74.651285
    206 Peyton Hall     |"On my ship, the Rocinante, wheeling through
  Princeton, NJ   08544 | the galaxies; headed for the heart of Cygnus,
    (267) 793-0852      | headlong into mystery."  -Rush, 'Cygnus X-1'


From nlayne at telebarbados.com  Tue Jul 12 13:43:09 2011
From: nlayne at telebarbados.com (=?iso-8859-1?Q?Nic=F4le_Layne-Balram?=)
Date: Tue, 12 Jul 2011 13:43:09 -0400
Subject: [rt-users] 3.8.x serious security issue with mixing
In-Reply-To: <mailman.370.1296552059.1740.rt-users@lists.bestpractical.com>
References: <mailman.370.1296552059.1740.rt-users@lists.bestpractical.com>
Message-ID: <4C137E3BA6DB4A4291596A118437D8E502CB0774@exchange1.telebarbados.com>

This is in response to an older thread that I do not think has been resolved or at least I can't find a working resolution posted anywhere.

The initial e-mail thread, logs and responses can be found here http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg23167.html.

I'm running RT 3.8.8 and using RT-Authen-ExternalAuth 0.8.

I'm not using a proxy (just straight apache with one RT instance), the backend is remote MySQL and users have two options for authenticating - LDAP/Active Directory or the local RT DB.

A summary of what happens:

User A logs in successfully, but is "served up" user B's session. When users A looks top right for their username, they actually see someone else's username and have access to their queues, etc as though user B had logged in. User A would then have to log off and back on and most times doing this once works.

User A and B can be from different groups. There seems to be no pattern to the accounts that are mixed up, and it happens quite randomly. Sometimes you login fine (as yourself) for 15 tries, and then on 16th, all of a sudden you're logged in as someone else.

It happens often enough for it to be annoying and for then users to post updates as others by mistake.

It also happens on different browsers.

In looking at the changelog for RT-Authen-ExternalAuth, I don't think that the two updates since have addresses this issue, if that plug-in is to blame.

Anyone had a similar issue, any ideas?

Thanks.

Kind regards,
Nic?le




From trs at bestpractical.com  Tue Jul 12 13:45:27 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 12 Jul 2011 13:45:27 -0400
Subject: [rt-users] 3.8.x serious security issue with mixing
In-Reply-To: <4C137E3BA6DB4A4291596A118437D8E502CB0774@exchange1.telebarbados.com>
References: <mailman.370.1296552059.1740.rt-users@lists.bestpractical.com>
	<4C137E3BA6DB4A4291596A118437D8E502CB0774@exchange1.telebarbados.com>
Message-ID: <4E1C8837.3040501@bestpractical.com>

On 07/12/2011 01:43 PM, Nic?le Layne-Balram wrote:
> This is in response to an older thread that I do not think has been resolved or at least I can't find a working resolution posted anywhere.

FWIW, there have been a few other threads since then that address this
issue, all of which have successful resolutions.

> I'm not using a proxy (just straight apache with one RT instance), the backend is remote MySQL and users have two options for authenticating - LDAP/Active Directory or the local RT DB.

In all of the cases of this problem, it's an Apache module such as
mod_cache that is improperly serving up cached cookies instead of the
ones RT is setting.  You can generally fix this by disabling the caching
modules in your Apache config.

To be clear, this is _not_ a bug in RT, but a very poor Apache
configuration that is the default for some Linux distributions.

Thomas


From ktm at rice.edu  Tue Jul 12 13:46:55 2011
From: ktm at rice.edu (ktm at rice.edu)
Date: Tue, 12 Jul 2011 12:46:55 -0500
Subject: [rt-users] 3.8.x serious security issue with mixing
In-Reply-To: <4C137E3BA6DB4A4291596A118437D8E502CB0774@exchange1.telebarbados.com>
References: <mailman.370.1296552059.1740.rt-users@lists.bestpractical.com>
	<4C137E3BA6DB4A4291596A118437D8E502CB0774@exchange1.telebarbados.com>
Message-ID: <20110712174655.GM14305@staff-mud-56-27.rice.edu>

On Tue, Jul 12, 2011 at 01:43:09PM -0400, Nic?le Layne-Balram wrote:
> This is in response to an older thread that I do not think has been resolved or at least I can't find a working resolution posted anywhere.
> 
> The initial e-mail thread, logs and responses can be found here http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg23167.html.
> 
> I'm running RT 3.8.8 and using RT-Authen-ExternalAuth 0.8.
> 
> I'm not using a proxy (just straight apache with one RT instance), the backend is remote MySQL and users have two options for authenticating - LDAP/Active Directory or the local RT DB.
> 
> A summary of what happens:
> 
> User A logs in successfully, but is "served up" user B's session. When users A looks top right for their username, they actually see someone else's username and have access to their queues, etc as though user B had logged in. User A would then have to log off and back on and most times doing this once works.
> 
> User A and B can be from different groups. There seems to be no pattern to the accounts that are mixed up, and it happens quite randomly. Sometimes you login fine (as yourself) for 15 tries, and then on 16th, all of a sudden you're logged in as someone else.
> 
> It happens often enough for it to be annoying and for then users to post updates as others by mistake.
> 
> It also happens on different browsers.
> 
> In looking at the changelog for RT-Authen-ExternalAuth, I don't think that the two updates since have addresses this issue, if that plug-in is to blame.
> 
> Anyone had a similar issue, any ideas?
> 
> Thanks.
> 
> Kind regards,
> Nic?le
> 

Hi Nicole,

These issues have been traced to mod_cache and other cookie caching problems
previously. You do not need a proxy to have the problem. I would start looking
there.

Cheers,
Ken


From nlayne at telebarbados.com  Tue Jul 12 13:50:34 2011
From: nlayne at telebarbados.com (=?iso-8859-1?Q?Nic=F4le_Layne-Balram?=)
Date: Tue, 12 Jul 2011 13:50:34 -0400
Subject: [rt-users] 3.8.x serious security issue with mixing
In-Reply-To: <20110712174655.GM14305@staff-mud-56-27.rice.edu>
References: <mailman.370.1296552059.1740.rt-users@lists.bestpractical.com>
	<4C137E3BA6DB4A4291596A118437D8E502CB0774@exchange1.telebarbados.com>
	<20110712174655.GM14305@staff-mud-56-27.rice.edu>
Message-ID: <4C137E3BA6DB4A4291596A118437D8E502CB0778@exchange1.telebarbados.com>

Ok, thanks for the response, will check.

Kind regards,
Nic?le

-----Original Message-----
From: ktm at rice.edu [mailto:ktm at rice.edu] 
Sent: Tuesday, July 12, 2011 1:47 PM
To: Nic?le Layne-Balram
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] 3.8.x serious security issue with mixing

On Tue, Jul 12, 2011 at 01:43:09PM -0400, Nic?le Layne-Balram wrote:
> This is in response to an older thread that I do not think has been resolved or at least I can't find a working resolution posted anywhere.
> 
> The initial e-mail thread, logs and responses can be found here http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg23167.html.
> 
> I'm running RT 3.8.8 and using RT-Authen-ExternalAuth 0.8.
> 
> I'm not using a proxy (just straight apache with one RT instance), the backend is remote MySQL and users have two options for authenticating - LDAP/Active Directory or the local RT DB.
> 
> A summary of what happens:
> 
> User A logs in successfully, but is "served up" user B's session. When users A looks top right for their username, they actually see someone else's username and have access to their queues, etc as though user B had logged in. User A would then have to log off and back on and most times doing this once works.
> 
> User A and B can be from different groups. There seems to be no pattern to the accounts that are mixed up, and it happens quite randomly. Sometimes you login fine (as yourself) for 15 tries, and then on 16th, all of a sudden you're logged in as someone else.
> 
> It happens often enough for it to be annoying and for then users to post updates as others by mistake.
> 
> It also happens on different browsers.
> 
> In looking at the changelog for RT-Authen-ExternalAuth, I don't think that the two updates since have addresses this issue, if that plug-in is to blame.
> 
> Anyone had a similar issue, any ideas?
> 
> Thanks.
> 
> Kind regards,
> Nic?le
> 

Hi Nicole,

These issues have been traced to mod_cache and other cookie caching problems
previously. You do not need a proxy to have the problem. I would start looking
there.

Cheers,
Ken


From aaniceto at sekirite.org  Tue Jul 12 14:25:39 2011
From: aaniceto at sekirite.org (Alexandre Miguel Aniceto)
Date: Tue, 12 Jul 2011 19:25:39 +0100
Subject: [rt-users] Queues and Group Escalation?
Message-ID: <AA7663D0-72AA-4E5A-AC73-5A6CE8644AC4@sekirite.org>

Hi all,

I'm trying to understand the way RT works, regarding groups and queues. If you guys don't mind i'll write an example bellow.

I would like to have a initial group (1st level) that is able to view 3 queues: Low, Medium and High Priority.

And there is 2 different groups, 2nd level, for specific competencies: Software, Hardware.

So the customer can only open tickets for the 1st level, and the priority is defined based on the select queue as well as the priority escalation (due in x days, start and last priority). 

If I want to be able to escalate one ticket to the competencies group (queue change?) without loosing the priority auto escalation process how can i do this?

Doesn't make much sense to have 3 queues for software and 3 queues for hardware.. too much error prone.

Thanks,
./AA

From jblaine at kickflop.net  Tue Jul 12 14:47:26 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Tue, 12 Jul 2011 14:47:26 -0400
Subject: [rt-users] Can't call method "HasRight"
Message-ID: <4E1C96BE.2010506@kickflop.net>

Hi,

I've hit the following snag, with more info futher down.
If anyone has any ideas, I'd love to hear them!

'Everyone' has 'CreateTicket' rights.

First the error:
=============================================================
[root at rtdev1 log]# /apps/rt/bin/rt-mailgate --debug --queue 
incidentreports --action correspond --url http://rtdev1.our.org
From: jblaine at our.org
Subject: testing mailgate
To: incident-reports at rtdev1.our.org

FOO<CTRL-D>
/apps/rt/bin/rt-mailgate: temp file is '/tmp/j8KbkElkcm'
/apps/rt/bin/rt-mailgate: connecting to 
http://rtdev1.our.org/REST/1.0/NoAuth/mail-gateway
Can't call method "HasRight" on an undefined value at 
/apps/rt/bin/../lib/RT/User_Overlay.pm line 1277.
=============================================================

Background and other info:

This is a development box with the goal of duplicating
the production box.

I dumped the majority of tables from the production box
and loaded them on this development box.  I left out
'sessions', 'tickets', 'links', 'attachments', 'transactions',
and 'templates'

On this box, after the "migration", Configuration --> Users
shows "root" and not the other ~40 users that the production
server shows.  Looking in the public.users, they are present,
so I can't figure that out...

So far, this is the only thing that appears flawed in
the "migration" -- the website is up, I can see the
queues in the UI.


From maxhetrick at verizon.net  Tue Jul 12 14:18:48 2011
From: maxhetrick at verizon.net (Max Hetrick)
Date: Tue, 12 Jul 2011 14:18:48 -0400
Subject: [rt-users] Address field behavior with RT 4.0.1 upgrade
Message-ID: <4E1C9008.4090005@verizon.net>

We just upgraded to RT 4.0.1 and we've noticed that when creating or 
editing tickets, the Requestor, Cc, and Admin Cc field seems to have 
remember any e-mail address which has been part of any ticket somewhere 
along the line.

How do you disable this behavior? We really don't want auto-search and 
completion for these fields. The main reason is that we use RT 
internally and limit access from the outside world to our RT queues. 
It's extremely easy to add addresses to these fields now that it seems 
to pick up any e-mail address in the system.

Is it possible to turn this off within RT so it's not seeming to collect 
e-mail addresses in this fashion?

Regards,
Max


From maxhetrick at verizon.net  Tue Jul 12 16:10:17 2011
From: maxhetrick at verizon.net (Max Hetrick)
Date: Tue, 12 Jul 2011 16:10:17 -0400
Subject: [rt-users] Address field behavior with RT 4.0.1 upgrade
In-Reply-To: <4E1C9E80.4040502@verizon.net>
References: <4E1C9008.4090005@verizon.net> <4E1C9E80.4040502@verizon.net>
Message-ID: <4E1CAA29.8000907@verizon.net>

On 7/12/2011 3:20 PM, Max Hetrick wrote:

> Ok, so I found where this is a new feature with the 4.0.1 release. I see
> where to adjust what fields and how you want the fields to behave.
>
> But, I see no place or how to make this go back to the old way of a
> "text" field.

Sorry to keep responding to myself.

I realize what's going on here now is that the Requester, Cc, and Admin 
Cc fields are using Autocomplete on both privileged and unprivileged users.

When a user in the past has created a ticket, they get an unprivileged 
user account created automatically.

Is there a way to limit the Autocomplete to only search for privileged 
users in the system?

Thanks,
Max



From zbigniew at starpower.net  Tue Jul 12 16:20:00 2011
From: zbigniew at starpower.net (zbigniew at starpower.net)
Date: Tue, 12 Jul 2011 16:20:00 -0400 (EDT)
Subject: [rt-users] RTFM on v4.0.1
Message-ID: <201107122020.025743@ms11.lnh.mail.rcn.net>

Just started playing with RTFM on v4.0.1.   Couple questions/issues.

1. Is there any place for documentation?  Seems rather sparse on the /docs, wiki and BestPractical website.

2. When extracting an article from a ticket, it says "Use the dropdown menus to select..."   Drop down is there, but it just has a "-" in it.  Nothing else.

3. When clicking New Article the "Content" section of the form has no form box to enter data.

4. When I delete an article and I confirm deletion I get "could not find component for path '/Articles/Article/Elements/Tabs'"  Article is deleted, just returns an error.

5. Also seeing this error in rt.log occasionally when I mess around articles (My account has Admin rights in RT) [Tue Jul 12 19:32:24 2011] [crit]: HasRight called with no valid 
object (/opt/rt/sbin/../lib/RT/Principal.pm:290)



From maxhetrick at verizon.net  Tue Jul 12 15:20:32 2011
From: maxhetrick at verizon.net (Max Hetrick)
Date: Tue, 12 Jul 2011 15:20:32 -0400
Subject: [rt-users] Address field behavior with RT 4.0.1 upgrade
In-Reply-To: <4E1C9008.4090005@verizon.net>
References: <4E1C9008.4090005@verizon.net>
Message-ID: <4E1C9E80.4040502@verizon.net>

On 7/12/2011 2:18 PM, Max Hetrick wrote:
> We just upgraded to RT 4.0.1 and we've noticed that when creating or
> editing tickets, the Requestor, Cc, and Admin Cc field seems to have
> remember any e-mail address which has been part of any ticket somewhere
> along the line.
>
> How do you disable this behavior? We really don't want auto-search and
> completion for these fields. The main reason is that we use RT
> internally and limit access from the outside world to our RT queues.
> It's extremely easy to add addresses to these fields now that it seems
> to pick up any e-mail address in the system.
>
> Is it possible to turn this off within RT so it's not seeming to collect
> e-mail addresses in this fashion?

Ok, so I found where this is a new feature with the 4.0.1 release. I see 
where to adjust what fields and how you want the fields to behave.

But, I see no place or how to make this go back to the old way of a 
"text" field.

Regards,
Max



From ktm at rice.edu  Tue Jul 12 16:23:41 2011
From: ktm at rice.edu (ktm at rice.edu)
Date: Tue, 12 Jul 2011 15:23:41 -0500
Subject: [rt-users] Address field behavior with RT 4.0.1 upgrade
In-Reply-To: <4E1CAA29.8000907@verizon.net>
References: <4E1C9008.4090005@verizon.net> <4E1C9E80.4040502@verizon.net>
	<4E1CAA29.8000907@verizon.net>
Message-ID: <20110712202341.GP14305@staff-mud-56-27.rice.edu>

On Tue, Jul 12, 2011 at 04:10:17PM -0400, Max Hetrick wrote:
> On 7/12/2011 3:20 PM, Max Hetrick wrote:
> 
> >Ok, so I found where this is a new feature with the 4.0.1 release. I see
> >where to adjust what fields and how you want the fields to behave.
> >
> >But, I see no place or how to make this go back to the old way of a
> >"text" field.
> 
> Sorry to keep responding to myself.
> 
> I realize what's going on here now is that the Requester, Cc, and
> Admin Cc fields are using Autocomplete on both privileged and
> unprivileged users.
> 
> When a user in the past has created a ticket, they get an
> unprivileged user account created automatically.
> 
> Is there a way to limit the Autocomplete to only search for
> privileged users in the system?
> 
> Thanks,
> Max
> 
What about:

Set($EmailCompletionLdapDisabled, 1);

Since whether a user is privileged or not is only in the RT DB.
You may need to edit the module code to restrict the results further.

Ken


From zbigniew at starpower.net  Tue Jul 12 16:24:36 2011
From: zbigniew at starpower.net (zbigniew at starpower.net)
Date: Tue, 12 Jul 2011 16:24:36 -0400 (EDT)
Subject: [rt-users] RT 4.0.1 Error
Message-ID: <201107122024.025748@ms11.lnh.mail.rcn.net>

Getting this in the error log.   Some of my users use an IP to access RT, others use the fqdn.  Is it possible to have an FQDN and IP set in the $WebDomain?


[Tue Jul 12 20:12:48 2011] [warn]: The actual HTTP_HOST (172.18.15.65) does NOT match the configured WebDomain (rt.ahlta.saic.com). Perhaps you should Set($WebDomain, '172.18.15.65'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt/sbin/../lib/RT/Interface/Web.pm:1087)


From maxhetrick at verizon.net  Tue Jul 12 16:58:16 2011
From: maxhetrick at verizon.net (Max Hetrick)
Date: Tue, 12 Jul 2011 16:58:16 -0400
Subject: [rt-users] Address field behavior with RT 4.0.1 upgrade
In-Reply-To: <20110712202341.GP14305@staff-mud-56-27.rice.edu>
References: <4E1C9008.4090005@verizon.net> <4E1C9E80.4040502@verizon.net>
	<4E1CAA29.8000907@verizon.net>
	<20110712202341.GP14305@staff-mud-56-27.rice.edu>
Message-ID: <4E1CB568.8020907@verizon.net>

On 7/12/2011 4:23 PM, ktm at rice.edu wrote:

> What about:
>
> Set($EmailCompletionLdapDisabled, 1);
>
> Since whether a user is privileged or not is only in the RT DB.
> You may need to edit the module code to restrict the results further.

No luck there.

Ok, thanks for the hint. I found the module paths. I'll have to consult 
with our resident Perl guru to see about that.

I appreciate it.

Regards,
Max





From thierry.thelliez.tech at gmail.com  Tue Jul 12 17:36:12 2011
From: thierry.thelliez.tech at gmail.com (Thierry Thelliez)
Date: Tue, 12 Jul 2011 15:36:12 -0600
Subject: [rt-users] Why no search options for Deleted tickets?
Message-ID: <CABz1xsUh0zXsP1zvnnDdEdFVUsmweEudXMbWQGeuYqv9y7NBjg@mail.gmail.com>

I am just curious as why one cannot search for deleted items from the
UI (3.8.7).  Is there a technical reason? Or a process issue?

In a past email discussion, I saw that one could create a special page
to display the deleted tickets. But I just wonder the reason why it is
not available in the first place.


Thanks,
Thierry


From trs at bestpractical.com  Tue Jul 12 17:44:19 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 12 Jul 2011 17:44:19 -0400
Subject: [rt-users] Address field behavior with RT 4.0.1 upgrade
In-Reply-To: <4E1CAA29.8000907@verizon.net>
References: <4E1C9008.4090005@verizon.net> <4E1C9E80.4040502@verizon.net>
	<4E1CAA29.8000907@verizon.net>
Message-ID: <4E1CC033.5050509@bestpractical.com>

On 07/12/2011 04:10 PM, Max Hetrick wrote:
> Is there a way to limit the Autocomplete to only search for privileged
> users in the system?

The autocomplete code has logic for doing this, but it's not exposed as
a configuration option and is only used internally in certain parts of
the admin UI where it makes sense to have only privileged users.  We'd
certainly take a small patch to expose it in the config as well.

I believe we mean to do this for a future 4.0.x release.

> But, I see no place or how to make this go back to the old way of a "text" field. 

Additionally, we might take a patch to make the entire feature
enabled/disabled at the config level, but that would be a little bit
more work.

Thomas


From falcone at bestpractical.com  Tue Jul 12 17:45:41 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 12 Jul 2011 17:45:41 -0400
Subject: [rt-users] RTFM on v4.0.1
In-Reply-To: <201107122020.025743@ms11.lnh.mail.rcn.net>
References: <201107122020.025743@ms11.lnh.mail.rcn.net>
Message-ID: <20110712214541.GB27846@jibsheet.com>

On Tue, Jul 12, 2011 at 04:20:00PM -0400, zbigniew at starpower.net wrote:
> 1. Is there any place for documentation?  Seems rather sparse on the /docs, wiki and BestPractical website.

docs/customizing/articles_introduction.pod

> 2. When extracting an article from a ticket, it says "Use the dropdown menus to select..."   Drop down is there, but it just has a "-" in it.  Nothing else.

Have you created Classes and given rights for them?

> 3. When clicking New Article the "Content" section of the form has no form box to enter data.

The documentation describes that you've not yet set up Custom Fields

> 4. When I delete an article and I confirm deletion I get "could not find component for path '/Articles/Article/Elements/Tabs'"  Article is deleted, just returns an error.

This is fixed on 4.0-trunk, I believe a patch was posted to the
mailing list

> 5. Also seeing this error in rt.log occasionally when I mess around articles (My account has Admin rights in RT) [Tue Jul 12 19:32:24 2011] [crit]: HasRight called with no valid 
> object (/opt/rt/sbin/../lib/RT/Principal.pm:290)

If you can capture a stacktrace using LogStackTraces it might be
possible to figure out what is going on there.  The error message
as-is unfortunately isn't something we could work from.

-kevin
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From falcone at bestpractical.com  Tue Jul 12 17:55:51 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 12 Jul 2011 17:55:51 -0400
Subject: [rt-users] Why no search options for Deleted tickets?
In-Reply-To: <CABz1xsUh0zXsP1zvnnDdEdFVUsmweEudXMbWQGeuYqv9y7NBjg@mail.gmail.com>
References: <CABz1xsUh0zXsP1zvnnDdEdFVUsmweEudXMbWQGeuYqv9y7NBjg@mail.gmail.com>
Message-ID: <20110712215551.GC27846@jibsheet.com>

On Tue, Jul 12, 2011 at 03:36:12PM -0600, Thierry Thelliez wrote:
> I am just curious as why one cannot search for deleted items from the
> UI (3.8.7).  Is there a technical reason? Or a process issue?
> 
> In a past email discussion, I saw that one could create a special page
> to display the deleted tickets. But I just wonder the reason why it is
> not available in the first place.

Process.  Deleted tickets are supposed to be deleted.
You possibly want resolved, rejected or a custom inactive status.

You should be able to remove DeleteTicket if you don't want users
using it.

-kevin
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From falcone at bestpractical.com  Tue Jul 12 17:57:09 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 12 Jul 2011 17:57:09 -0400
Subject: [rt-users] Address field behavior with RT 4.0.1 upgrade
In-Reply-To: <20110712202341.GP14305@staff-mud-56-27.rice.edu>
References: <4E1C9008.4090005@verizon.net> <4E1C9E80.4040502@verizon.net>
	<4E1CAA29.8000907@verizon.net>
	<20110712202341.GP14305@staff-mud-56-27.rice.edu>
Message-ID: <20110712215709.GD27846@jibsheet.com>

On Tue, Jul 12, 2011 at 03:23:41PM -0500, ktm at rice.edu wrote:
> On Tue, Jul 12, 2011 at 04:10:17PM -0400, Max Hetrick wrote:
> > On 7/12/2011 3:20 PM, Max Hetrick wrote:
> > 
> > >Ok, so I found where this is a new feature with the 4.0.1 release. I see
> > >where to adjust what fields and how you want the fields to behave.
> > >
> > >But, I see no place or how to make this go back to the old way of a
> > >"text" field.
> > 
> > Sorry to keep responding to myself.
> > 
> > I realize what's going on here now is that the Requester, Cc, and
> > Admin Cc fields are using Autocomplete on both privileged and
> > unprivileged users.
> > 
> > When a user in the past has created a ticket, they get an
> > unprivileged user account created automatically.
> > 
> > Is there a way to limit the Autocomplete to only search for
> > privileged users in the system?
> > 
> > Thanks,
> > Max
> > 
> What about:
> 
> Set($EmailCompletionLdapDisabled, 1);
> 
> Since whether a user is privileged or not is only in the RT DB.
> You may need to edit the module code to restrict the results further.

Ken - that's the config for RTx-EmailAddress, not for RT core.

As Tom notes later in the thread, we'd take a patch to add a config
for this to core.

-kevin
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From ktm at rice.edu  Tue Jul 12 18:00:42 2011
From: ktm at rice.edu (ktm at rice.edu)
Date: Tue, 12 Jul 2011 17:00:42 -0500
Subject: [rt-users] Address field behavior with RT 4.0.1 upgrade
In-Reply-To: <20110712215709.GD27846@jibsheet.com>
References: <4E1C9008.4090005@verizon.net> <4E1C9E80.4040502@verizon.net>
	<4E1CAA29.8000907@verizon.net>
	<20110712202341.GP14305@staff-mud-56-27.rice.edu>
	<20110712215709.GD27846@jibsheet.com>
Message-ID: <20110712220042.GR14305@staff-mud-56-27.rice.edu>

On Tue, Jul 12, 2011 at 05:57:09PM -0400, Kevin Falcone wrote:
> On Tue, Jul 12, 2011 at 03:23:41PM -0500, ktm at rice.edu wrote:
> > On Tue, Jul 12, 2011 at 04:10:17PM -0400, Max Hetrick wrote:
> > > On 7/12/2011 3:20 PM, Max Hetrick wrote:
> > > 
> > > >Ok, so I found where this is a new feature with the 4.0.1 release. I see
> > > >where to adjust what fields and how you want the fields to behave.
> > > >
> > > >But, I see no place or how to make this go back to the old way of a
> > > >"text" field.
> > > 
> > > Sorry to keep responding to myself.
> > > 
> > > I realize what's going on here now is that the Requester, Cc, and
> > > Admin Cc fields are using Autocomplete on both privileged and
> > > unprivileged users.
> > > 
> > > When a user in the past has created a ticket, they get an
> > > unprivileged user account created automatically.
> > > 
> > > Is there a way to limit the Autocomplete to only search for
> > > privileged users in the system?
> > > 
> > > Thanks,
> > > Max
> > > 
> > What about:
> > 
> > Set($EmailCompletionLdapDisabled, 1);
> > 
> > Since whether a user is privileged or not is only in the RT DB.
> > You may need to edit the module code to restrict the results further.
> 
> Ken - that's the config for RTx-EmailAddress, not for RT core.
> 
> As Tom notes later in the thread, we'd take a patch to add a config
> for this to core.
> 
> -kevin

Oops, I forgot that that had been integrated in RT 4. We are still
on 3.8.

Ken


From falcone at bestpractical.com  Tue Jul 12 18:00:58 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 12 Jul 2011 18:00:58 -0400
Subject: [rt-users] Custom Fields (Applies to Ticket Transactions) - not
 saving at ticket level
In-Reply-To: <0F5FC019E0CDF3459EE1B8D44E850727480CA6366F@BNE-EXCH.coloradogroup.com.au>
References: <0F5FC019E0CDF3459EE1B8D44E850727480CA6366F@BNE-EXCH.coloradogroup.com.au>
Message-ID: <20110712220058.GE27846@jibsheet.com>

On Tue, Jul 12, 2011 at 09:55:21AM +1000, Joanne Keown wrote:
>    I'm obviously missing something.  I have created a number of custom fields and set them as
>    applying to  "Ticket Transactions", on the expectation that these would allow me to capture
>    ticket data that I could both report on and update over a period of time.  However, I notice
>    that any data I captured against these is not being `saved' against the ticket.

Ticket Transaction Custom Fields apply to Ticket Transactions.
They're displayed inline in the ticket history between the header and
the content of the transaction.

If you want to save it against the ticket, you want Ticket Custom
Fields.

You cannot search on Transaction Custom Fields, however all the data
is available in the Database.

-kevin

>    I am getting the impression that, even though it's called "Ticket Transactions",  it's not
>    actually capturing the data at the ticket level and that my only option might be to put all
>    these Custom Fields as applying to "Tickets".  This option isn't desirable as there will now
>    be over 20 Custom Fields on one page - quite overwhelming.  As this group of cf's are designed
>    to capture process steps taken by our Customer Services staff in resolving a ticket (also
>    capture notes and file attachments at stages), they provide a prompter as to what step is next
>    in the resolution process and what stage the ticket is at.
> 
> 
> 
>    Does anyone know of another way of separating the main ticket entry cf's (Meta data) from the
>    transactional/workflow cf's?
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From falcone at bestpractical.com  Tue Jul 12 18:01:45 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 12 Jul 2011 18:01:45 -0400
Subject: [rt-users] RTx::BecomeUser feature
In-Reply-To: <10553_1310480383_4E1C57F2_10553_1_1_OF661E6703.0C3F2186-ONC12578CB.004E2F24-C12578CB.004EAC38@sagemcom.com>
References: <10553_1310480383_4E1C57F2_10553_1_1_OF661E6703.0C3F2186-ONC12578CB.004E2F24-C12578CB.004EAC38@sagemcom.com>
Message-ID: <20110712220145.GF27846@jibsheet.com>

On Tue, Jul 12, 2011 at 04:19:18PM +0200, Rapha?l MOUNEYRES wrote:
>    Hi,
> 
>    I installed the extension RTx::BecomUser on my 3.8.8 RT, and the option displayed as expected
>    in the menu.
>    I can choose someone to become, and can see the Congratulation messages, as well as the name
>    changing on the top bar.
> 
>    But this is short success as i have configured RT to have Apache Authentication for pages...
>    so as soon as i click on another page, i become myself again....
> 
>    Is there any way to keep the selected user active with apache auth, or may i be a new feature
>    for this plugin ?

Unfortunately, this isn't a BPS extension, so you probably need to
ping the author about it.

-kevin
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From falcone at bestpractical.com  Tue Jul 12 18:06:04 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 12 Jul 2011 18:06:04 -0400
Subject: [rt-users] Can't call method "HasRight"
In-Reply-To: <4E1C96BE.2010506@kickflop.net>
References: <4E1C96BE.2010506@kickflop.net>
Message-ID: <20110712220604.GG27846@jibsheet.com>

On Tue, Jul 12, 2011 at 02:47:26PM -0400, Jeff Blaine wrote:
> Hi,
> 
> I've hit the following snag, with more info futher down.
> If anyone has any ideas, I'd love to hear them!
> 
> 'Everyone' has 'CreateTicket' rights.
> 
> First the error:
> =============================================================
> [root at rtdev1 log]# /apps/rt/bin/rt-mailgate --debug --queue
> incidentreports --action correspond --url http://rtdev1.our.org
> From: jblaine at our.org
> Subject: testing mailgate
> To: incident-reports at rtdev1.our.org
> 
> FOO<CTRL-D>
> /apps/rt/bin/rt-mailgate: temp file is '/tmp/j8KbkElkcm'
> /apps/rt/bin/rt-mailgate: connecting to
> http://rtdev1.our.org/REST/1.0/NoAuth/mail-gateway
> Can't call method "HasRight" on an undefined value at
> /apps/rt/bin/../lib/RT/User_Overlay.pm line 1277.
> =============================================================

Without an RT version, that error message can't be used to figure out
what happened.

I suspect you've broken some of your other tables in the migration if
memberships aren't showing up properly

-kevin

> Background and other info:
> 
> This is a development box with the goal of duplicating
> the production box.
> 
> I dumped the majority of tables from the production box
> and loaded them on this development box.  I left out
> 'sessions', 'tickets', 'links', 'attachments', 'transactions',
> and 'templates'
> 
> On this box, after the "migration", Configuration --> Users
> shows "root" and not the other ~40 users that the production
> server shows.  Looking in the public.users, they are present,
> so I can't figure that out...
> 
> So far, this is the only thing that appears flawed in
> the "migration" -- the website is up, I can see the
> queues in the UI.
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html
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From falcone at bestpractical.com  Tue Jul 12 18:07:23 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 12 Jul 2011 18:07:23 -0400
Subject: [rt-users] Can't call method "ContentAsMIME" on an undefined
 value
In-Reply-To: <892593C9CA8E25458C440A63DDC6774D1E55C0C9@DG-HEXMBX02.daisy.group>
References: <892593C9CA8E25458C440A63DDC6774D1E55C0C9@DG-HEXMBX02.daisy.group>
Message-ID: <20110712220723.GH27846@jibsheet.com>

On Tue, Jul 12, 2011 at 04:47:41PM +0000, Raed El-Hames wrote:
> Kevin,
> 
> Apologies Kevin but I put your name because through the archive I noticed you looked into similar problem.
> When trying to forward an update with an attachment and no text update I get the error "Can't call method ..."
> 
> I noticed back in December another list user had the same issue (Ticket Forwarding), but it seems there was no solution posted.
> Do you know if there is a fix/solution?? And what would you recommend, I am on 3.8.7 (mod_perl2/apache/mysql); an upgrade is not an option for now, but I can patch the necessary.

3.8.9 fixes this, and it was a commit we backported from 4.0 by
sunnavy.  I don't currently have time to hunt it down, but hopefully
that gives you enough information to search for the relevant diff.

I have no idea if a single patch will fix it or if you'd need a series
of patches.

-kevin
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From jblaine at kickflop.net  Tue Jul 12 18:09:14 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Tue, 12 Jul 2011 18:09:14 -0400
Subject: [rt-users] Can't call method "HasRight"
In-Reply-To: <20110712220604.GG27846@jibsheet.com>
References: <4E1C96BE.2010506@kickflop.net>
	<20110712220604.GG27846@jibsheet.com>
Message-ID: <4E1CC60A.7020906@kickflop.net>



On 7/12/2011 6:06 PM, Kevin Falcone wrote:
> On Tue, Jul 12, 2011 at 02:47:26PM -0400, Jeff Blaine wrote:
>> Hi,
>>
>> I've hit the following snag, with more info futher down.
>> If anyone has any ideas, I'd love to hear them!
>>
>> 'Everyone' has 'CreateTicket' rights.
>>
>> First the error:
>> =============================================================
>> [root at rtdev1 log]# /apps/rt/bin/rt-mailgate --debug --queue
>> incidentreports --action correspond --url http://rtdev1.our.org
>> From: jblaine at our.org
>> Subject: testing mailgate
>> To: incident-reports at rtdev1.our.org
>>
>> FOO<CTRL-D>
>> /apps/rt/bin/rt-mailgate: temp file is '/tmp/j8KbkElkcm'
>> /apps/rt/bin/rt-mailgate: connecting to
>> http://rtdev1.our.org/REST/1.0/NoAuth/mail-gateway
>> Can't call method "HasRight" on an undefined value at
>> /apps/rt/bin/../lib/RT/User_Overlay.pm line 1277.
>> =============================================================
>
> Without an RT version, that error message can't be used to figure out
> what happened.
>
> I suspect you've broken some of your other tables in the migration if
> memberships aren't showing up properly
>
> -kevin

3.8.7 with the security patches

I suspect that as well, but it took me ~3 hours to
get this far and I'm trying to get past it somehow
instead of trying to figure out a completely different
plan of attack and starting over :(

>> Background and other info:
>>
>> This is a development box with the goal of duplicating
>> the production box.
>>
>> I dumped the majority of tables from the production box
>> and loaded them on this development box.  I left out
>> 'sessions', 'tickets', 'links', 'attachments', 'transactions',
>> and 'templates'
>>
>> On this box, after the "migration", Configuration -->  Users
>> shows "root" and not the other ~40 users that the production
>> server shows.  Looking in the public.users, they are present,
>> so I can't figure that out...
>>
>> So far, this is the only thing that appears flawed in
>> the "migration" -- the website is up, I can see the
>> queues in the UI.
>>
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
>>
>>
>>
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html


From yan at seiner.com  Tue Jul 12 18:10:59 2011
From: yan at seiner.com (Yan Seiner)
Date: Tue, 12 Jul 2011 15:10:59 -0700 (PDT)
Subject: [rt-users] Custom Fields (Applies to Ticket Transactions) - not
 saving at ticket level
In-Reply-To: <20110712220058.GE27846@jibsheet.com>
References: <0F5FC019E0CDF3459EE1B8D44E850727480CA6366F@BNE-EXCH.coloradogroup.com.au>
	<20110712220058.GE27846@jibsheet.com>
Message-ID: <8cd80445f4f98ef9953277dd54c176dc.squirrel@mail.seiner.com>


On Tue, July 12, 2011 3:00 pm, Kevin Falcone wrote:
> On Tue, Jul 12, 2011 at 09:55:21AM +1000, Joanne Keown wrote:
>>    I'm obviously missing something.  I have created a number of custom
>> fields and set them as
>>    applying to  "Ticket Transactions", on the expectation that these
>> would allow me to capture
>>    ticket data that I could both report on and update over a period of
>> time.  However, I notice
>>    that any data I captured against these is not being `saved' against
>> the ticket.
>
> Ticket Transaction Custom Fields apply to Ticket Transactions.
> They're displayed inline in the ticket history between the header and
> the content of the transaction.
>
> If you want to save it against the ticket, you want Ticket Custom
> Fields.
>
> You cannot search on Transaction Custom Fields, however all the data
> is available in the Database.

This explains why I have not been able to get this to work.  :-)

I am trying to figure out some way of tagging specific transactions.  I
have users who upload specific documents, or make specific comments, that
need to be tagged a certain way.  For example, one of our engineers might
upload a cost estimate to a ticket.  I want that transaction to be tagged
as a cost estimate, so we can find it later on.

Is there any way to do that?  I don't want to rely on file names, as this
gets dicey.  Any way to add a tag to a transaction that is searchable?



From falcone at bestpractical.com  Tue Jul 12 18:12:26 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 12 Jul 2011 18:12:26 -0400
Subject: [rt-users] Can't call method "HasRight"
In-Reply-To: <4E1CC60A.7020906@kickflop.net>
References: <4E1C96BE.2010506@kickflop.net>
	<20110712220604.GG27846@jibsheet.com>
	<4E1CC60A.7020906@kickflop.net>
Message-ID: <20110712221226.GI27846@jibsheet.com>

On Tue, Jul 12, 2011 at 06:09:14PM -0400, Jeff Blaine wrote:
> On 7/12/2011 6:06 PM, Kevin Falcone wrote:
> >On Tue, Jul 12, 2011 at 02:47:26PM -0400, Jeff Blaine wrote:
> >>Can't call method "HasRight" on an undefined value at
> >>/apps/rt/bin/../lib/RT/User_Overlay.pm line 1277.
> >Without an RT version, that error message can't be used to figure out
> >what happened.
> 3.8.7 with the security patches
> 
> I suspect that as well, but it took me ~3 hours to
> get this far and I'm trying to get past it somehow
> instead of trying to figure out a completely different
> plan of attack and starting over :(

Looks like your Principals table and Users table are no longer in
sync.  That's bad.

-kevin
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From maxhetrick at verizon.net  Tue Jul 12 18:05:50 2011
From: maxhetrick at verizon.net (Max Hetrick)
Date: Tue, 12 Jul 2011 18:05:50 -0400
Subject: [rt-users] Address field behavior with RT 4.0.1 upgrade
In-Reply-To: <20110712215709.GD27846@jibsheet.com>
References: <4E1C9008.4090005@verizon.net> <4E1C9E80.4040502@verizon.net>
	<4E1CAA29.8000907@verizon.net>
	<20110712202341.GP14305@staff-mud-56-27.rice.edu>
	<20110712215709.GD27846@jibsheet.com>
Message-ID: <4E1CC53E.6000605@verizon.net>

On 7/12/2011 5:57 PM, Kevin Falcone wrote:

> Ken - that's the config for RTx-EmailAddress, not for RT core.
>
> As Tom notes later in the thread, we'd take a patch to add a config
> for this to core.

Thanks, Tom and Kevin.

Since I'm not a programmer, I'll speak to the Perl guy at my employer 
and see if this is feasible for him to do.

Thanks for the information!

Regards,
Max


From Joanne.Keown at coloradogroup.com.au  Tue Jul 12 19:10:13 2011
From: Joanne.Keown at coloradogroup.com.au (Joanne Keown)
Date: Wed, 13 Jul 2011 09:10:13 +1000
Subject: [rt-users] Custom Fields (Applies to Ticket Transactions) - not
 saving at ticket level
In-Reply-To: <20110712220058.GE27846@jibsheet.com>
References: <0F5FC019E0CDF3459EE1B8D44E850727480CA6366F@BNE-EXCH.coloradogroup.com.au>
	<20110712220058.GE27846@jibsheet.com>
Message-ID: <0F5FC019E0CDF3459EE1B8D44E850727480CA6377B@BNE-EXCH.coloradogroup.com.au>

Thanks Kevin.

Does anyone know of a more elegant way of dealing with that number of Tickets?   Because I have to put all my CF's applying to "Tickets", I have over 20 CF's to deal with.  It would be nice to be able to arrange/group them on the screen so that the workflow is a bit more elegant.

Would love some hints if anyone has achieved this.

PS:  Hi Yan;  I have just moved all my "Upload" CF's as applying to Tickets as well.  I can now find these against the relevant ticket.  But, as I said above, it's pretty messy and difficult to deal with.

Kind regards
Jo

Jo Keown, MBusAdmin(Mgt), MIPA
IS Business Analyst
Colorado Group Ltd 
100 Melbourne Street
South Brisbane ?QLD ? 4101
Ph:??? +61? 7 3877 3399
Mobile:?? 0402 697 351
Email: joanne.keown at coloradogroup.com.au


?Sign up to FUSION now for special member offers at 5 of Australia's leading fashion brands.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Wednesday, 13 July 2011 8:01 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level

On Tue, Jul 12, 2011 at 09:55:21AM +1000, Joanne Keown wrote:
>    I'm obviously missing something.  I have created a number of custom fields and set them as
>    applying to  "Ticket Transactions", on the expectation that these would allow me to capture
>    ticket data that I could both report on and update over a period of time.  However, I notice
>    that any data I captured against these is not being `saved' against the ticket.

Ticket Transaction Custom Fields apply to Ticket Transactions.
They're displayed inline in the ticket history between the header and the content of the transaction.

If you want to save it against the ticket, you want Ticket Custom Fields.

You cannot search on Transaction Custom Fields, however all the data is available in the Database.

-kevin

>    I am getting the impression that, even though it's called "Ticket Transactions",  it's not
>    actually capturing the data at the ticket level and that my only option might be to put all
>    these Custom Fields as applying to "Tickets".  This option isn't desirable as there will now
>    be over 20 Custom Fields on one page - quite overwhelming.  As this group of cf's are designed
>    to capture process steps taken by our Customer Services staff in resolving a ticket (also
>    capture notes and file attachments at stages), they provide a prompter as to what step is next
>    in the resolution process and what stage the ticket is at.
> 
> 
> 
>    Does anyone know of another way of separating the main ticket entry cf's (Meta data) from the
>    transactional/workflow cf's?


From kfcrocker at lbl.gov  Tue Jul 12 19:28:33 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 12 Jul 2011 16:28:33 -0700
Subject: [rt-users] Queues and Group Escalation?
In-Reply-To: <AA7663D0-72AA-4E5A-AC73-5A6CE8644AC4@sekirite.org>
References: <AA7663D0-72AA-4E5A-AC73-5A6CE8644AC4@sekirite.org>
Message-ID: <CABqKps8Fk35xbvJRG4E8JC9EiBMZYTWHgsOjUxyKNX-fz1i5YQ@mail.gmail.com>

Alex,

I"m not sure I understand why you've related the responsibilities to Queues
the way you do, but you can do what you want with a scrip. The condition
should be "On Queue change" and the custom action should evaluate a CF that
will set the Queue based on the value in the CF.

Kenn
LBNL

On Tue, Jul 12, 2011 at 11:25 AM, Alexandre Miguel Aniceto <
aaniceto at sekirite.org> wrote:

> Hi all,
>
> I'm trying to understand the way RT works, regarding groups and queues. If
> you guys don't mind i'll write an example bellow.
>
> I would like to have a initial group (1st level) that is able to view 3
> queues: Low, Medium and High Priority.
>
> And there is 2 different groups, 2nd level, for specific competencies:
> Software, Hardware.
>
> So the customer can only open tickets for the 1st level, and the priority
> is defined based on the select queue as well as the priority escalation (due
> in x days, start and last priority).
>
> If I want to be able to escalate one ticket to the competencies group
> (queue change?) without loosing the priority auto escalation process how can
> i do this?
>
> Doesn't make much sense to have 3 queues for software and 3 queues for
> hardware.. too much error prone.
>
> Thanks,
> ./AA
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
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From trs at bestpractical.com  Tue Jul 12 19:30:14 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 12 Jul 2011 19:30:14 -0400
Subject: [rt-users] Can't call method "HasRight"
In-Reply-To: <4E1CC60A.7020906@kickflop.net>
References: <4E1C96BE.2010506@kickflop.net>	<20110712220604.GG27846@jibsheet.com>
	<4E1CC60A.7020906@kickflop.net>
Message-ID: <4E1CD906.6050909@bestpractical.com>

On 07/12/2011 06:09 PM, Jeff Blaine wrote:
> I suspect that as well, but it took me ~3 hours to
> get this far and I'm trying to get past it somehow
> instead of trying to figure out a completely different
> plan of attack and starting over :(

Did you drop the relevant fresh tables that you then loaded data into
after make initdb?

You don't say how you loaded up the data, but if you ended up generating
new id sequences when you inserted rows into Principals and Users, you'd
surely create an unworkable database.

Try running rt-validator in check mode to see if it can make heads or
tails of your database.

These are all just guesses.  We don't have nearly enough information
here to do anything than that.  Perhaps you want to start over by
copying the entire database and then using Shredder to get rid of
tickets, attachments, links, and transactions.

Thomas


From jblaine at kickflop.net  Tue Jul 12 20:43:17 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Tue, 12 Jul 2011 20:43:17 -0400
Subject: [rt-users] Can't call method "HasRight"
In-Reply-To: <4E1CD906.6050909@bestpractical.com>
References: <4E1C96BE.2010506@kickflop.net>	<20110712220604.GG27846@jibsheet.com>
	<4E1CC60A.7020906@kickflop.net>
	<4E1CD906.6050909@bestpractical.com>
Message-ID: <4E1CEA25.4000104@kickflop.net>

On 7/12/2011 7:30 PM, Thomas Sibley wrote:
> On 07/12/2011 06:09 PM, Jeff Blaine wrote:
>> I suspect that as well, but it took me ~3 hours to
>> get this far and I'm trying to get past it somehow
>> instead of trying to figure out a completely different
>> plan of attack and starting over :(

I appreciate the replies, everyone.  I'm far from a DB guy,
so there's zero guarantee I've done anything right, but I
did what seemed to make sense to me.  You can point and
laugh at me if you'd like :)  I realize this is pretty
out of scope for standard rt-users list fare.

> Did you drop the relevant fresh tables that you then loaded data into
> after make initdb?

No.  I deleted the data from them.

DELETE FROM tablename WHERE id > 0;

I was afraid to drop the tables for fear that there was
some black magic interconnectedness that I'd screw up
and never be able to reproduce.

Perhaps I did *just that* by *being fearful*

I dumped the databases as such, on the production server:

for i in `psql -U postgres rt3 -c "\dt" | grep table | awk '{print $3}' 
| sed -e '/transactions/D' -e '/tickets/D' -e '/sessions/D' -e 
'/attachments/D' -e '/links/D'`
do
     pg_dump --table $i -U postgres rt3 > DUMP.$i.sql
done

I copied these dump files over to the development server.

I edited each one and commented out the CREATE TABLE,
INDEX, and ALTER TABLE...ADD CONSTRAINT statements.

I loaded them on the development server with:

     psql -f filename rt3 postgres

Here is the non-verbose rt-validate summary.

The output is 23MB (!), 6MB if I strip out the stuff
about 'Tickets', which were not carried over from
the production server (on purpose).

Running rt-validate again with --check --resolve --force
cuts the output down to 15MB from 23MB.  Still light
years from reasonable to figure out.

[root at rtdev1 src]# grep 'in Groups references not existent record in 
Tickets' validation.log | wc -l
89660
[root at rtdev1 src]#

[root at rtdev1 src]# sed 's/\(Record\) #[0-9]* \(in .*\)/\1 \2/' 
validation.log | grep Record | sort | uniq
Record in Attributes references not existent record in Tickets
Record in CachedGroupMembers references not existent record in GroupMembers
Record in CachedGroupMembers references not existent record in Groups
Record in ObjectCustomFieldValues references not existent record in Tickets
Record in Groups references not existent record in Tickets
[root at rtdev1 src]#

Some example full lines are at the end of the message,
though I think they're mostly pointless to you.

> You don't say how you loaded up the data, but if you ended up generating
> new id sequences when you inserted rows into Principals and Users, you'd
> surely create an unworkable database.
>
> Try running rt-validator in check mode to see if it can make heads or
> tails of your database.
>
> These are all just guesses.  We don't have nearly enough information
> here to do anything than that.  Perhaps you want to start over by
> copying the entire database and then using Shredder to get rid of
> tickets, attachments, links, and transactions.

Unfortunately, bringing the "DATA data" over is not an
option due to a security policy.

Suggested paths forward?  Start over and drop the tables
before loading the data?

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

Record #25 in Groups references not existent record in Tickets
         Instance => '1' => id

Record #26 in Groups references not existent record in Tickets
         Instance => '1' => id
...
Record #350522 in CachedGroupMembers references not existent record in 
GroupMembers
         GroupId => '188231' => GroupId
         MemberId => '136849' => MemberId

Record #350514 in CachedGroupMembers references not existent record in 
GroupMembers
         GroupId => '188234' => GroupId
         MemberId => '74' => MemberId
...
Record #350490 in CachedGroupMembers references not existent record in 
Groups
         GroupId => '188222' => id
         MemberId => '188222' => id

Record #350491 in CachedGroupMembers references not existent record in 
Groups
         GroupId => '188223' => id
         MemberId => '188223' => id
...
Record #59 in Attributes references not existent record in Tickets
         ObjectId => '3' => id

Record #143 in Attributes references not existent record in Tickets
         ObjectId => '5397' => id
...
Record #1 in ObjectCustomFieldValues references not existent record in 
Tickets
         ObjectId => '1' => id

Record #213126 in ObjectCustomFieldValues references not existent record 
in Tickets
         ObjectId => '1' => id


From todd at chaka.net  Tue Jul 12 20:50:33 2011
From: todd at chaka.net (Todd Chapman)
Date: Tue, 12 Jul 2011 20:50:33 -0400
Subject: [rt-users] Can anyone explain RT4's Rulesets and Approvals?
Message-ID: <CAG54imarvJKj8mqBvDoaKQOSdKJKfuEnns3mbchhwkn=FWYFoQ@mail.gmail.com>

I'm trying to figure out how approval rules are triggered. A high
level description of the new Rules/Rulesets/Approvals code would be
appreciated. I'll add it to the wiki. ;)


From falcone at bestpractical.com  Tue Jul 12 21:44:22 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 12 Jul 2011 21:44:22 -0400
Subject: [rt-users] Can't call method "HasRight"
In-Reply-To: <4E1CEA25.4000104@kickflop.net>
References: <4E1C96BE.2010506@kickflop.net>
	<20110712220604.GG27846@jibsheet.com>
	<4E1CC60A.7020906@kickflop.net>
	<4E1CD906.6050909@bestpractical.com>
	<4E1CEA25.4000104@kickflop.net>
Message-ID: <20110713014422.GJ27846@jibsheet.com>

On Tue, Jul 12, 2011 at 08:43:17PM -0400, Jeff Blaine wrote:
> On 7/12/2011 7:30 PM, Thomas Sibley wrote:
> >On 07/12/2011 06:09 PM, Jeff Blaine wrote:
> >>I suspect that as well, but it took me ~3 hours to
> >>get this far and I'm trying to get past it somehow
> >>instead of trying to figure out a completely different
> >>plan of attack and starting over :(
> 
> I appreciate the replies, everyone.  I'm far from a DB guy,
> so there's zero guarantee I've done anything right, but I
> did what seemed to make sense to me.  You can point and
> laugh at me if you'd like :)  I realize this is pretty
> out of scope for standard rt-users list fare.
> 
> >Did you drop the relevant fresh tables that you then loaded data into
> >after make initdb?
> 
> No.  I deleted the data from them.
> 

What tables did you delete? You appear to have removed much more than
just ticket data. Not having principal, group, groupmember or
cachedgroupmembers data is going to cause failures.

As Tom mentioned earlier, you might be better served copying the data
and using shredder to remove the appropriate data.

-kevin
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From jblaine at kickflop.net  Tue Jul 12 22:08:14 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Tue, 12 Jul 2011 22:08:14 -0400
Subject: [rt-users] Can't call method "HasRight"
In-Reply-To: <20110713014422.GJ27846@jibsheet.com>
References: <4E1C96BE.2010506@kickflop.net>
	<20110712220604.GG27846@jibsheet.com>
	<4E1CC60A.7020906@kickflop.net>
	<4E1CD906.6050909@bestpractical.com>
	<4E1CEA25.4000104@kickflop.net>
	<20110713014422.GJ27846@jibsheet.com>
Message-ID: <4E1CFE0E.8030908@kickflop.net>



On 7/12/2011 9:44 PM, Kevin Falcone wrote:
> On Tue, Jul 12, 2011 at 08:43:17PM -0400, Jeff Blaine wrote:
>> On 7/12/2011 7:30 PM, Thomas Sibley wrote:
>>> On 07/12/2011 06:09 PM, Jeff Blaine wrote:
>>>> I suspect that as well, but it took me ~3 hours to
>>>> get this far and I'm trying to get past it somehow
>>>> instead of trying to figure out a completely different
>>>> plan of attack and starting over :(
>>
>> I appreciate the replies, everyone.  I'm far from a DB guy,
>> so there's zero guarantee I've done anything right, but I
>> did what seemed to make sense to me.  You can point and
>> laugh at me if you'd like :)  I realize this is pretty
>> out of scope for standard rt-users list fare.
>>
>>> Did you drop the relevant fresh tables that you then loaded data into
>>> after make initdb?
>>
>> No.  I deleted the data from them.
>>
>
> What tables did you delete? You appear to have removed much more than
> just ticket data. Not having principal, group, groupmember or
> cachedgroupmembers data is going to cause failures.

I deleted, on the new development server, only
tables I was importing from the production server.

I brought everything EXCEPT the sessions, attachments,
transactions, and tickets tables over from production
to development.

"""
I copied these dump files over to the development server.

I edited each one and commented out the CREATE TABLE,
INDEX, and ALTER TABLE...ADD CONSTRAINT statements.

I loaded them on the development server with:

     psql -f filename rt3 postgres

"""

> As Tom mentioned earlier, you might be better served copying the data
> and using shredder to remove the appropriate data.
>
> -kevin
>
>
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html


From falcone at bestpractical.com  Tue Jul 12 22:19:06 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 12 Jul 2011 22:19:06 -0400
Subject: [rt-users] Can't call method "HasRight"
In-Reply-To: <4E1CFE0E.8030908@kickflop.net>
References: <4E1C96BE.2010506@kickflop.net>
	<20110712220604.GG27846@jibsheet.com>
	<4E1CC60A.7020906@kickflop.net>
	<4E1CD906.6050909@bestpractical.com>
	<4E1CEA25.4000104@kickflop.net>
	<20110713014422.GJ27846@jibsheet.com>
	<4E1CFE0E.8030908@kickflop.net>
Message-ID: <20110713021906.GK27846@jibsheet.com>

On Tue, Jul 12, 2011 at 10:08:14PM -0400, Jeff Blaine wrote:
> 
> 
> On 7/12/2011 9:44 PM, Kevin Falcone wrote:
> >On Tue, Jul 12, 2011 at 08:43:17PM -0400, Jeff Blaine wrote:
> >>On 7/12/2011 7:30 PM, Thomas Sibley wrote:
> >>>On 07/12/2011 06:09 PM, Jeff Blaine wrote:
> >>>>I suspect that as well, but it took me ~3 hours to
> >>>>get this far and I'm trying to get past it somehow
> >>>>instead of trying to figure out a completely different
> >>>>plan of attack and starting over :(
> >>
> >>I appreciate the replies, everyone.  I'm far from a DB guy,
> >>so there's zero guarantee I've done anything right, but I
> >>did what seemed to make sense to me.  You can point and
> >>laugh at me if you'd like :)  I realize this is pretty
> >>out of scope for standard rt-users list fare.
> >>
> >>>Did you drop the relevant fresh tables that you then loaded data into
> >>>after make initdb?
> >>
> >>No.  I deleted the data from them.
> >>
> >
> >What tables did you delete? You appear to have removed much more than
> >just ticket data. Not having principal, group, groupmember or
> >cachedgroupmembers data is going to cause failures.
> 
> I deleted, on the new development server, only
> tables I was importing from the production server.
> 
> I brought everything EXCEPT the sessions, attachments,
> transactions, and tickets tables over from production
> to development.
> 
> """
> I copied these dump files over to the development server.
> 
> I edited each one and commented out the CREATE TABLE,
> INDEX, and ALTER TABLE...ADD CONSTRAINT statements.
> 
> I loaded them on the development server with:
> 
>     psql -f filename rt3 postgres
> 
> """

Yes, I read this in your earlier email

However, you don't appear to have valid principal group groupmember or
cachedgroupmember data, so I assume something went wrong in your
import.

-kevin
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From jblaine at kickflop.net  Tue Jul 12 22:36:46 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Tue, 12 Jul 2011 22:36:46 -0400
Subject: [rt-users] Can't call method "HasRight"
In-Reply-To: <20110713021906.GK27846@jibsheet.com>
References: <4E1C96BE.2010506@kickflop.net>
	<20110712220604.GG27846@jibsheet.com>
	<4E1CC60A.7020906@kickflop.net>
	<4E1CD906.6050909@bestpractical.com>
	<4E1CEA25.4000104@kickflop.net>
	<20110713014422.GJ27846@jibsheet.com>
	<4E1CFE0E.8030908@kickflop.net>
	<20110713021906.GK27846@jibsheet.com>
Message-ID: <4E1D04BE.30303@kickflop.net>

On 7/12/2011 10:19 PM, Kevin Falcone wrote:
> On Tue, Jul 12, 2011 at 10:08:14PM -0400, Jeff Blaine wrote:
>>
>>
>> On 7/12/2011 9:44 PM, Kevin Falcone wrote:
>>> On Tue, Jul 12, 2011 at 08:43:17PM -0400, Jeff Blaine wrote:
>>>> On 7/12/2011 7:30 PM, Thomas Sibley wrote:
>>>>> On 07/12/2011 06:09 PM, Jeff Blaine wrote:
>>>>>> I suspect that as well, but it took me ~3 hours to
>>>>>> get this far and I'm trying to get past it somehow
>>>>>> instead of trying to figure out a completely different
>>>>>> plan of attack and starting over :(
>>>>
>>>> I appreciate the replies, everyone.  I'm far from a DB guy,
>>>> so there's zero guarantee I've done anything right, but I
>>>> did what seemed to make sense to me.  You can point and
>>>> laugh at me if you'd like :)  I realize this is pretty
>>>> out of scope for standard rt-users list fare.
>>>>
>>>>> Did you drop the relevant fresh tables that you then loaded data into
>>>>> after make initdb?
>>>>
>>>> No.  I deleted the data from them.
>>>>
>>>
>>> What tables did you delete? You appear to have removed much more than
>>> just ticket data. Not having principal, group, groupmember or
>>> cachedgroupmembers data is going to cause failures.
>>
>> I deleted, on the new development server, only
>> tables I was importing from the production server.
>>
>> I brought everything EXCEPT the sessions, attachments,
>> transactions, and tickets tables over from production
>> to development.
>>
>> """
>> I copied these dump files over to the development server.
>>
>> I edited each one and commented out the CREATE TABLE,
>> INDEX, and ALTER TABLE...ADD CONSTRAINT statements.
>>
>> I loaded them on the development server with:
>>
>>      psql -f filename rt3 postgres
>>
>> """
>
> Yes, I read this in your earlier email
>
> However, you don't appear to have valid principal group groupmember or
> cachedgroupmember data, so I assume something went wrong in your
> import.

Hmm, you're right.  I just imported principal and
cachedgroupmembers again -- this time fully.  Not
sure what went wrong, but I'll go back and redo
group and groupmember as well, then run rt-validate
again.

Thanks!




From Dan.Jones at Colorado.EDU  Tue Jul 12 22:34:01 2011
From: Dan.Jones at Colorado.EDU (Daniel R Jones)
Date: Tue, 12 Jul 2011 20:34:01 -0600
Subject: [rt-users] S/MIME Signed Email
Message-ID: <EB871140-5482-4430-8165-B677CD8639B7@colorado.edu>

We are looking at using S/MIME for digitally signing (not encrypting) email.  Does anyone have experience with implementing this type of functionality? 

Thanks - Dan

From jblaine at kickflop.net  Tue Jul 12 23:11:06 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Tue, 12 Jul 2011 23:11:06 -0400
Subject: [rt-users] Can't call method "HasRight"
In-Reply-To: <4E1D04BE.30303@kickflop.net>
References: <4E1C96BE.2010506@kickflop.net>
	<20110712220604.GG27846@jibsheet.com>
	<4E1CC60A.7020906@kickflop.net>
	<4E1CD906.6050909@bestpractical.com>
	<4E1CEA25.4000104@kickflop.net>
	<20110713014422.GJ27846@jibsheet.com>
	<4E1CFE0E.8030908@kickflop.net>
	<20110713021906.GK27846@jibsheet.com> <4E1D04BE.30303@kickflop.net>
Message-ID: <4E1D0CCA.8080207@kickflop.net>

On 7/12/2011 10:36 PM, Jeff Blaine wrote:
> Hmm, you're right. I just imported principal and
> cachedgroupmembers again -- this time fully. Not
> sure what went wrong, but I'll go back and redo
> group and groupmember as well, then run rt-validate
> again.
>
> Thanks!

Okay, now we're getting somewhere!  Zero validation
problems other than the expected "Ticket" ones.

Now the problem is that the sequence stuff is out
of whack I guess.  Any ideas as to how I might I go
about fixing that?  It really doesn't matter to us
if the next generated sequence is "wastefully high"
to get us over this hurdle.  Do you think I could
just set them (?) all to 60000 (production DB where
this data came from has 47000 tickets, so that is
surely the largest id)?

Sequence stuff out of whack:

Jul 12 23:02:37 rtdev1 RT: DBD::Pg::st execute failed: ERROR:  duplicate 
key violates unique constraint "principals_pkey" at 
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 509. 
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:509)
Jul 12 23:02:37 rtdev1 RT: RT::Handle=HASH(0x2b2602b19a70) couldn't 
execute the query 'INSERT INTO Principals (ObjectId, Disabled, 
PrincipalType) VALUES (?, ?, ?)' at 
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 522 
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x2b2602b19a70)', 
'INSERT INTO Principals (ObjectId, Disabled, PrincipalType) VA...', 0, 
0, 'Group') called at 
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 357 
DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x2b2602b19a70)', 
'Principals', 'ObjectId', 0, 'Disabled', 0, 'PrincipalType', 'Group') 
called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/Pg.pm 
line 66 
DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x2b2602b19a70)', 
'Principals', 'ObjectId', 0, 'PrincipalType', 'Group', 'Disabled', 0) 
called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm 
line 1293 
DBIx::SearchBuilder::Record::Create('RT::Principal=HASH(0x2b2608435340)', 'ObjectId', 
0, 'Disabled',
Jul 12 23:02:37 rtdev1 RT: DBD::Pg::st execute failed: ERROR:  currval 
of sequence "groups_id_seq" is not yet defined in this session at 
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/Pg.pm line 78. 
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/Pg.pm:78)
Jul 12 23:02:37 rtdev1 RT: DBD::Pg::st fetchrow_array failed: no 
statement executing at 
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/Pg.pm line 79. 
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/Pg.pm:79)
Jul 12 23:02:37 rtdev1 RT: Couldn't create a ticket group of type 
'Requestor' for ticket 4: Could not create group 
(/apps/rt/bin/../lib/RT/Ticket_Overlay.pm:989)
Jul 12 23:02:37 rtdev1 RT: Couldn't create ticket groups for ticket 4. 
aborting Ticket creation. (/apps/rt/bin/../lib/RT/Ticket_Overlay.pm:509)
Jul 12 23:02:37 rtdev1 RT: Ticket could not be created due to an 
internal error (/apps/rt/bin/../lib/RT/Interface/Email.pm:244)
Jul 12 23:02:37 rtdev1 RT: Could not record email: Ticket creation 
failed: Ticket could not be created due to an internal error 
(/apps/rt/share/html/REST/1.0/NoAuth/mail-gateway:75)


From thierry.thelliez.tech at gmail.com  Wed Jul 13 00:49:08 2011
From: thierry.thelliez.tech at gmail.com (Thierry Thelliez)
Date: Tue, 12 Jul 2011 22:49:08 -0600
Subject: [rt-users] RT UI shows an attachment name but no link to it
Message-ID: <CABz1xsUEH-nc10pwYNXYAZY+omzywzmTgvyP5W5hjA94sJac3A@mail.gmail.com>

Hello all,

We have two strange tickets for which RT (3.8.7) shows an attachment
name in the UI, but the history does not provide us with a link to
that attachment.


We will have to dig in the database to get more info.  But I was
wondering if an aborted upload would produce such behavior. Has
someone experienced/seen something like that?


Thanks,
Thierry


From vladimir.nikolic at amis.net  Wed Jul 13 02:19:53 2011
From: vladimir.nikolic at amis.net (Vladimir Nikolic)
Date: Wed, 13 Jul 2011 08:19:53 +0200
Subject: [rt-users] Session take over while using RT::Authen::External
Message-ID: <4E1D3909.1040808@amis.net>

We had the same problem (FreeBSD 8.1, rt-3.8.10,
p5-RT-Authen-ExternalAuth-0.09, apache-2.2.19, ap22-mod_fastcgi-2.4.6_1).
Replacing mod_fastcgi with mod_perl (ap22-mod_perl2-2.0.5,3), solved the
problem.

Regards

-- 
Vladimir Nikolic | Sistemski administrator / System Administrator

Amis | Trzaska cesta 85 | 2000 Maribor | Slovenija
Tel: +386 080 20 10 | Faks: +386 2 620 6 333 | www.amis.net
<http://www.amis.net>




From fireskyer at gmx.de  Wed Jul 13 03:06:09 2011
From: fireskyer at gmx.de (john s.)
Date: Wed, 13 Jul 2011 00:06:09 -0700 (PDT)
Subject: [rt-users] Which  Apache Optimize Options are useful for RT?
In-Reply-To: <20110712124940.GH14305@staff-mud-56-27.rice.edu>
References: <32036185.post@talk.nabble.com>
	<20110711135618.GU27846@jibsheet.com>
	<32044492.post@talk.nabble.com>
	<20110712124940.GH14305@staff-mud-56-27.rice.edu>
Message-ID: <32051370.post@talk.nabble.com>



@ktm:

thanks for your suggestions ....

another one .... which programm gives me  reliable results to optimize the
rt website .... which one do you use .... is it necessary to run the program
on the server or it can be run on clients also for realistic conditions.

best regards john s. 
-- 
View this message in context: http://old.nabble.com/Which--Apache-Optimize-Options-are-useful-for-RT--tp32036185p32051370.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From Raed.El-Hames at daisygroupplc.com  Wed Jul 13 04:04:44 2011
From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames)
Date: Wed, 13 Jul 2011 08:04:44 +0000
Subject: [rt-users] Can't call method "ContentAsMIME" on an undefined
 value
In-Reply-To: <20110712220723.GH27846@jibsheet.com>
References: <892593C9CA8E25458C440A63DDC6774D1E55C0C9@DG-HEXMBX02.daisy.group>
	<20110712220723.GH27846@jibsheet.com>
Message-ID: <892593C9CA8E25458C440A63DDC6774D1E55C754@DG-HEXMBX02.daisy.group>

OK thanks Kevin for your help.I'll dig through 3.8.9 changes.

Regards;
Roy

>
Visit our website today www.daisygroupplc.com

Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR
Company Registration Number: 4145329 |   VAT Number: 722471355
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-----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
> Sent: 12 July 2011 23:07
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Can't call method "ContentAsMIME" on an undefined
> value
>
> On Tue, Jul 12, 2011 at 04:47:41PM +0000, Raed El-Hames wrote:
> > Kevin,
> >
> > Apologies Kevin but I put your name because through the archive I
> noticed you looked into similar problem.
> > When trying to forward an update with an attachment and no text update I
> get the error "Can't call method ..."
> >
> > I noticed back in December another list user had the same issue (Ticket
> Forwarding), but it seems there was no solution posted.
> > Do you know if there is a fix/solution?? And what would you recommend, I
> am on 3.8.7 (mod_perl2/apache/mysql); an upgrade is not an option for now,
> but I can patch the necessary.
>
> 3.8.9 fixes this, and it was a commit we backported from 4.0 by sunnavy.
> I don't currently have time to hunt it down, but hopefully that gives you
> enough information to search for the relevant diff.
>
> I have no idea if a single patch will fix it or if you'd need a series of
> patches.
>
> -kevin


From tjrc at sanger.ac.uk  Wed Jul 13 04:30:10 2011
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Wed, 13 Jul 2011 09:30:10 +0100
Subject: [rt-users] Custom Fields (Applies to Ticket Transactions) - not
	saving at ticket level
In-Reply-To: <8cd80445f4f98ef9953277dd54c176dc.squirrel@mail.seiner.com>
References: <0F5FC019E0CDF3459EE1B8D44E850727480CA6366F@BNE-EXCH.coloradogroup.com.au>
	<20110712220058.GE27846@jibsheet.com>
	<8cd80445f4f98ef9953277dd54c176dc.squirrel@mail.seiner.com>
Message-ID: <DAA02558-A491-454D-A851-34AB53D5CD41@sanger.ac.uk>


On 12 Jul 2011, at 23:10, Yan Seiner wrote:

> This explains why I have not been able to get this to work.  :-)
> 
> I am trying to figure out some way of tagging specific transactions.  I
> have users who upload specific documents, or make specific comments, that
> need to be tagged a certain way.  For example, one of our engineers might
> upload a cost estimate to a ticket.  I want that transaction to be tagged
> as a cost estimate, so we can find it later on.
> 
> Is there any way to do that?  I don't want to rely on file names, as this
> gets dicey.  Any way to add a tag to a transaction that is searchable?

I can think of a bit of a hack; you could have a scrip which notices such transactions, and adds the transaction ID to a ticket level custom field.  You can then search on that custom field, and probably do something to make the results a clickable link to the transaction in question.

Tim

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


From brahim.sakka at gmail.com  Wed Jul 13 04:56:02 2011
From: brahim.sakka at gmail.com (Brahim Sakka)
Date: Wed, 13 Jul 2011 09:56:02 +0100
Subject: [rt-users] Setting up HTTPS on RT 3.8
Message-ID: <CAHLWfDQnO7nyBmhc_WbixgpOi9_UzPexGmVAUmJwm2=xsqLb0w@mail.gmail.com>

Hello list,

I have an RT 3.8 installation and I want to set up HTTPS (no mixed content,
everything over HTTPS).
Anyone can tell me how to do that (and sorry for the noob question) ?

Thanks in advance
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From fireskyer at gmx.de  Wed Jul 13 07:02:30 2011
From: fireskyer at gmx.de (john s.)
Date: Wed, 13 Jul 2011 04:02:30 -0700 (PDT)
Subject: [rt-users] Setting up HTTPS on RT 3.8
In-Reply-To: <CAHLWfDQnO7nyBmhc_WbixgpOi9_UzPexGmVAUmJwm2=xsqLb0w@mail.gmail.com>
References: <CAHLWfDQnO7nyBmhc_WbixgpOi9_UzPexGmVAUmJwm2=xsqLb0w@mail.gmail.com>
Message-ID: <32052627.post@talk.nabble.com>



Hello Brahim 

You can do  this over the webserver  apache with ssl certificate 

best regards john 
-- 
View this message in context: http://old.nabble.com/Setting-up-HTTPS-on-RT-3.8-tp32051984p32052627.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From jledford at biltmore.com  Wed Jul 13 07:12:10 2011
From: jledford at biltmore.com (Jason Ledford)
Date: Wed, 13 Jul 2011 07:12:10 -0400
Subject: [rt-users] imports with the offline tool not taking resolved
	date
Message-ID: <435CB3214F92FD4E8E5CEEB86A2044024111973C86@MAILBOX.tbcnet.biltmore.com>

Sorry, I know this is an older email http://www.gossamer-threads.com/lists/rt/users/73345?search_string=offline%20resolved%20date;#73345
but I am trying to do this and have a question about what the last person suggests.  I can't find that code in the CreateTicket code like suggested, I am sure I just don't know what I am looking at.  Using RT 3.8.9.

Thanks for any help.

From mark.jenks at iodincorporated.com  Wed Jul 13 07:53:19 2011
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Wed, 13 Jul 2011 11:53:19 +0000
Subject: [rt-users] Setting up HTTPS on RT 3.8
In-Reply-To: <CAHLWfDQnO7nyBmhc_WbixgpOi9_UzPexGmVAUmJwm2=xsqLb0w@mail.gmail.com>
References: <CAHLWfDQnO7nyBmhc_WbixgpOi9_UzPexGmVAUmJwm2=xsqLb0w@mail.gmail.com>
Message-ID: <85D233D4F98C0B4C9D1AE2DB22C2C9DB250EEDA1@Gbay-Exchange01.imcwi.com>

# more rt3.conf

<VirtualHost *:80>
    ServerName rt.domain.com
    ServerAdmin root at localhost

    DocumentRoot /opt/rt3/share/html

    Alias /robots.txt /var/www/html/robots.txt

RewriteEngine On
RewriteCond %{HTTPS} off
RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_URI}

    AddDefaultCharset UTF-8
    PerlRequire /opt/rt3/bin/webmux.pl
    <Directory /opt/rt3/share/html>
       Order allow,deny
       Allow from all
       SetHandler perl-script
       PerlResponseHandler RT::Mason
    </Directory>
</VirtualHost>
<VirtualHost *:443>
    ServerName rt.domain.com:443
    ServerAdmin root at localhost

    DocumentRoot /opt/rt3/share/html

    Alias /robots.txt /var/www/html/robots.txt

    ErrorLog logs/mysslerror.log
    sslEngine on
    SSLProtocol -ALL +SSLv3 +TLSv1
    SSLCipherSuite ALL:!aNULL:!ADH:!eNULL:!LOW:!EXP:RC4+RSA:+HIGH:+MEDIUM
    TraceEnable off
    LogLevel info
    TransferLog logs/access_log
    AddDefaultCharset UTF-8
    PerlRequire /opt/rt3/bin/webmux.pl
    <Directory /opt/rt3/share/html>
      Order allow,deny
      Allow from all
       SetHandler perl-script
       PerlResponseHandler RT::Mason
    </Directory>

    sslCertificateFile "/etc/httpd/certs/domain.com.crt"
    sslCertificateKeyFile "/etc/httpd/certs/domain.cert-nopwd.pem"
    sslCertificateChainFile /etc/httpd/certs/gd_bundle.crt
</VirtualHost>

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brahim Sakka
Sent: Wednesday, July 13, 2011 3:56 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Setting up HTTPS on RT 3.8

Hello list,

I have an RT 3.8 installation and I want to set up HTTPS (no mixed content, everything over HTTPS).
Anyone can tell me how to do that (and sorry for the noob question) ?

Thanks in advance

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
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From falcone at bestpractical.com  Wed Jul 13 10:25:50 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 13 Jul 2011 10:25:50 -0400
Subject: [rt-users] Custom Fields (Applies to Ticket Transactions) - not
 saving at ticket level
In-Reply-To: <0F5FC019E0CDF3459EE1B8D44E850727480CA6377B@BNE-EXCH.coloradogroup.com.au>
References: <0F5FC019E0CDF3459EE1B8D44E850727480CA6366F@BNE-EXCH.coloradogroup.com.au>
	<20110712220058.GE27846@jibsheet.com>
	<0F5FC019E0CDF3459EE1B8D44E850727480CA6377B@BNE-EXCH.coloradogroup.com.au>
Message-ID: <20110713142550.GL27846@jibsheet.com>

On Wed, Jul 13, 2011 at 09:10:13AM +1000, Joanne Keown wrote:
> Does anyone know of a more elegant way of dealing with that number of
> Tickets? Because I have to put all my CF's applying to "Tickets", I
> have over 20 CF's to deal with. It would be nice to be able to
> arrange/group them on the screen so that the workflow is a bit more
> elegant.

Some folks use overlays to separate them.

You can order them in the Admin UI.

RT4 added a lot more css and html changes to make this easier, but
still no grouping.

-kevin

> Would love some hints if anyone has achieved this.
> 
> PS:  Hi Yan;  I have just moved all my "Upload" CF's as applying to Tickets as well.  I can now find these against the relevant ticket.  But, as I said above, it's pretty messy and difficult to deal with.
> 
> -----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, 13 July 2011 8:01 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
> 
> On Tue, Jul 12, 2011 at 09:55:21AM +1000, Joanne Keown wrote:
> >    I'm obviously missing something.  I have created a number of custom fields and set them as
> >    applying to  "Ticket Transactions", on the expectation that these would allow me to capture
> >    ticket data that I could both report on and update over a period of time.  However, I notice
> >    that any data I captured against these is not being `saved' against the ticket.
> 
> Ticket Transaction Custom Fields apply to Ticket Transactions.
> They're displayed inline in the ticket history between the header and the content of the transaction.
> 
> If you want to save it against the ticket, you want Ticket Custom Fields.
> 
> You cannot search on Transaction Custom Fields, however all the data is available in the Database.
> 
> -kevin
> 
> >    I am getting the impression that, even though it's called "Ticket Transactions",  it's not
> >    actually capturing the data at the ticket level and that my only option might be to put all
> >    these Custom Fields as applying to "Tickets".  This option isn't desirable as there will now
> >    be over 20 Custom Fields on one page - quite overwhelming.  As this group of cf's are designed
> >    to capture process steps taken by our Customer Services staff in resolving a ticket (also
> >    capture notes and file attachments at stages), they provide a prompter as to what step is next
> >    in the resolution process and what stage the ticket is at.
> > 
> > 
> > 
> >    Does anyone know of another way of separating the main ticket entry cf's (Meta data) from the
> >    transactional/workflow cf's?
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From hiro24 at gmail.com  Wed Jul 13 11:17:47 2011
From: hiro24 at gmail.com (Chris Hall)
Date: Wed, 13 Jul 2011 11:17:47 -0400
Subject: [rt-users] Ownership on comment
Message-ID: <CAEYANt0o+wJYs2mYosCv3qLGVn9L3XSyzz14Lr9DtU=c_Q6iJQ@mail.gmail.com>

Hey... is it possible to:

1. automatically set the owner of a ticket to the creator of the ticket?

2. automatically change the owner of a ticket to whomever comments on the
ticket?
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From falcone at bestpractical.com  Wed Jul 13 11:27:22 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 13 Jul 2011 11:27:22 -0400
Subject: [rt-users] Ownership on comment
In-Reply-To: <CAEYANt0o+wJYs2mYosCv3qLGVn9L3XSyzz14Lr9DtU=c_Q6iJQ@mail.gmail.com>
References: <CAEYANt0o+wJYs2mYosCv3qLGVn9L3XSyzz14Lr9DtU=c_Q6iJQ@mail.gmail.com>
Message-ID: <20110713152722.GM27846@jibsheet.com>

On Wed, Jul 13, 2011 at 11:17:47AM -0400, Chris Hall wrote:
>    Hey... is it possible to:
>    1. automatically set the owner of a ticket to the creator of the ticket?
>    2. automatically change the owner of a ticket to whomever comments on the ticket?

Yes.  There should be an example Scrip for #2 on the wiki, and #1 is
just a variant of that.

-kevin
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From raubvogel at gmail.com  Wed Jul 13 11:27:45 2011
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Wed, 13 Jul 2011 11:27:45 -0400
Subject: [rt-users] Ownership on comment
In-Reply-To: <CAEYANt0o+wJYs2mYosCv3qLGVn9L3XSyzz14Lr9DtU=c_Q6iJQ@mail.gmail.com>
References: <CAEYANt0o+wJYs2mYosCv3qLGVn9L3XSyzz14Lr9DtU=c_Q6iJQ@mail.gmail.com>
Message-ID: <CAHEKYV4wuuxTjSS0zWieQv5-Z6xkNFxcVr1vyx7JoyqW9LHrQQ@mail.gmail.com>

On Wed, Jul 13, 2011 at 11:17 AM, Chris Hall <hiro24 at gmail.com> wrote:
> Hey... is it possible to:
> 1. automatically set the owner of a ticket to the creator of the ticket?
> 2. automatically change the owner of a ticket to whomever comments on the
> ticket?
>
      You should be able to write scrips to do that. Main question is
when in the life of a ticket should those events take place.

> --------
> 2011 Training: http://bestpractical.com/services/training.html
>


From roberto.j.hoyle at dartmouth.edu  Wed Jul 13 11:37:19 2011
From: roberto.j.hoyle at dartmouth.edu (Roberto Hoyle)
Date: Wed, 13 Jul 2011 15:37:19 +0000 (UTC)
Subject: [rt-users] RT Upgrade from 3.8.8 to 4.0.0 Problem
References: <loom.20110711T232303-472@post.gmane.org>
	<20110712123246.GY27846@jibsheet.com>
	<loom.20110712T155923-179@post.gmane.org>
	<20110712161441.GA27846@jibsheet.com>
Message-ID: <loom.20110713T043901-417@post.gmane.org>

Kevin Falcone <falcone <at> bestpractical.com> writes:

> Out of curiousity, why was an old version of RT-Authen-ExternalAuth in
> your RT tree?  Did you upgrade in-place rather than into a clean
> directory?

Yes, this was an upgrade-in-place.  I inherited the upgrade from someone
else who did the original install, so I didn't know what local
customizations had been done and figured that an upgrade would be safer
than a fresh install.

Is this going to be a problem?

I'm noticing some RTFM issues from the database update, namely that it
couldn't update RTFM because 2.0 was installed.  I don't believe that we
use RTFM at all. Can this error be ignored, or is there a way to nuke
this part of the database so that a fresh install of the most recent
RTFM will work?

thanks,

r.

Processing 3.8.9
setlogsock(): type='tcp': TCP service unavailable at
/usr/local/lib/perl5/site_perl/5.8.9/Log/Dispatch/Syslog.pm line 75
Now inserting data.
[Tue Jul 12 15:16:46 2011] [warning]: Use of uninitialized value in
string eq at
/data/website-packages/libdesign/rt/sbin/../lib/RT/Template.pm line 627,
<> line 1.
(/data/website-packages/libdesign/rt/sbin/../lib/RT/Template.pm:627)
[Tue Jul 12 15:16:46 2011] [warning]: Use of uninitialized value in
string eq at
/data/website-packages/libdesign/rt/sbin/../lib/RT/Template.pm line 627,
<> line 1.
(/data/website-packages/libdesign/rt/sbin/../lib/RT/Template.pm:627)
[Tue Jul 12 15:16:46 2011] [warning]: Use of uninitialized value in
string eq at
/data/website-packages/libdesign/rt/sbin/../lib/RT/Template.pm line 627,
<> line 1.
(/data/website-packages/libdesign/rt/sbin/../lib/RT/Template.pm:627)
Processing 3.9.1
Now inserting data.
Processing 3.9.2
Now inserting data.
Processing 3.9.3
Now populating database schema.
Processing 3.9.5
Now populating database schema.
Processing 3.9.6
Now populating database schema.
Processing 3.9.7
Now populating database schema.
Now inserting data.
Processing 3.9.8
Now populating database schema.
Now inserting data.
[Tue Jul 12 15:17:35 2011] [error]: You appear to be upgrading from RTFM
2.0 - We don't support upgrading this old of an RTFM yet
(./etc/upgrade/3.9.8/content:14) 
[Tue Jul 12 15:17:35 2011] [error]: We
found RTFM tables in your database.  Checking for content.
(./etc/upgrade/3.9.8/content:17) 
[Tue Jul 12 15:17:35 2011] [warning]:
DBD::Oracle::db selectall_arrayref failed: ORA-00942: table or view does
not exist (DBD ERROR: error possibly near <*> indicator at char 37 in
'SELECT count(*) AS articlecount FROM <*>FM_Articles') [for Statement
"SELECT count(*) AS articlecount FROM FM_Articles"] at
./etc/upgrade/3.9.8/content line 19. (./etc/upgrade/3.9.8/content:19)
Processing 4.0.0rc2
Processing 4.0.0rc4
Now populating database schema.
Processing 4.0.0rc7
Now inserting data.
Processing 4.0.1
Now inserting data.
Done.




From hiro24 at gmail.com  Wed Jul 13 11:46:52 2011
From: hiro24 at gmail.com (Chris Hall)
Date: Wed, 13 Jul 2011 11:46:52 -0400
Subject: [rt-users] Ownership on comment
In-Reply-To: <CAHEKYV4wuuxTjSS0zWieQv5-Z6xkNFxcVr1vyx7JoyqW9LHrQQ@mail.gmail.com>
References: <CAEYANt0o+wJYs2mYosCv3qLGVn9L3XSyzz14Lr9DtU=c_Q6iJQ@mail.gmail.com>
	<CAHEKYV4wuuxTjSS0zWieQv5-Z6xkNFxcVr1vyx7JoyqW9LHrQQ@mail.gmail.com>
Message-ID: <CAEYANt3WN=Z_g0=xv0xRo3px01wvjPYUu=4EB_eNS1So-Ex3Og@mail.gmail.com>

thanks guys, yeah, scrips are doing the job.  #1 has been taken care of w/ a
scrip I found on the wiki.  #2 eludes me, but I'm working on it.  Used this
for #1

Description: AutoSetOwner
Condition: On Resolve
Action: User Defined
Custom action preparation code:
  return 1;
Custom action cleanup code:
  # get actor ID
  my $Actor = $self->TransactionObj->Creator;

  # if actor is RT_SystemUser then get out of here
  return 1 if $Actor == $RT::SystemUser->id;

  # get out unless ticket owner is nobody
  return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;

  # ok, try to change owner
  $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to
user #". $Actor );
  my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );
  unless( $status ) {
    $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" );
    return undef;
  }
  return 1;
Template: Global template: Blank



On Wed, Jul 13, 2011 at 11:27 AM, Mauricio Tavares <raubvogel at gmail.com>wrote:

> On Wed, Jul 13, 2011 at 11:17 AM, Chris Hall <hiro24 at gmail.com> wrote:
> > Hey... is it possible to:
> > 1. automatically set the owner of a ticket to the creator of the ticket?
> > 2. automatically change the owner of a ticket to whomever comments on the
> > ticket?
> >
>       You should be able to write scrips to do that. Main question is
> when in the life of a ticket should those events take place.
>
> > --------
> > 2011 Training: http://bestpractical.com/services/training.html
> >
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
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From falcone at bestpractical.com  Wed Jul 13 11:48:16 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 13 Jul 2011 11:48:16 -0400
Subject: [rt-users] RT Upgrade from 3.8.8 to 4.0.0 Problem
In-Reply-To: <loom.20110713T043901-417@post.gmane.org>
References: <loom.20110711T232303-472@post.gmane.org>
	<20110712123246.GY27846@jibsheet.com>
	<loom.20110712T155923-179@post.gmane.org>
	<20110712161441.GA27846@jibsheet.com>
	<loom.20110713T043901-417@post.gmane.org>
Message-ID: <20110713154816.GN27846@jibsheet.com>

On Wed, Jul 13, 2011 at 03:37:19PM +0000, Roberto Hoyle wrote:
> Kevin Falcone <falcone <at> bestpractical.com> writes:
> 
> > Out of curiousity, why was an old version of RT-Authen-ExternalAuth in
> > your RT tree?  Did you upgrade in-place rather than into a clean
> > directory?
> 
> Yes, this was an upgrade-in-place.  I inherited the upgrade from someone
> else who did the original install, so I didn't know what local
> customizations had been done and figured that an upgrade would be safer
> than a fresh install.
> 
> Is this going to be a problem?

Please review the top of docs/UPGRADING-4.0 as well as the recent blog
post on upgrading:
http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html
Both of which talk about why upgrading into /opt/rt3 is a bad idea.

> I'm noticing some RTFM issues from the database update, namely that it
> couldn't update RTFM because 2.0 was installed.  I don't believe that we
> use RTFM at all. Can this error be ignored, or is there a way to nuke
> this part of the database so that a fresh install of the most recent
> RTFM will work?

You must have some of the RTFM tables but not all of them?  That's
truly weird.

As the upgrading documentation covers, RTFM is now built into RT 4 as
Articles.  If you don't use it, just remove all the RTFM tables before
upgrading.

> setlogsock(): type='tcp': TCP service unavailable at
> /usr/local/lib/perl5/site_perl/5.8.9/Log/Dispatch/Syslog.pm line 75

Also, you appear to have some invalid logging settings

-kevin
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From change+lists.rt at nightwind.net  Wed Jul 13 12:16:00 2011
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Wed, 13 Jul 2011 09:16:00 -0700
Subject: [rt-users] General thanks to the list
Message-ID: <1310573760.9778.2151369765@webmail.messagingengine.com>

I just wanted to send a general thank-you out to the list.  All the
interactions I've seen on here have been professional, polite, and
helpful.  I can't say the same about some other open-source project
lists I've followed, so this is quite nice :)  Thanks everyone for
making the RT community great!


From jblaine at kickflop.net  Wed Jul 13 12:48:18 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Wed, 13 Jul 2011 12:48:18 -0400
Subject: [rt-users] General thanks to the list
In-Reply-To: <1310573760.9778.2151369765@webmail.messagingengine.com>
References: <1310573760.9778.2151369765@webmail.messagingengine.com>
Message-ID: <4E1DCC52.7080409@kickflop.net>

On 7/13/2011 12:16 PM, Nick Kartsioukas wrote:
> I just wanted to send a general thank-you out to the list.  All the
> interactions I've seen on here have been professional, polite, and
> helpful.  I can't say the same about some other open-source project
> lists I've followed, so this is quite nice :)  Thanks everyone for
> making the RT community great!

I'll second that.

Thank you!


From jblaine at kickflop.net  Wed Jul 13 13:56:19 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Wed, 13 Jul 2011 13:56:19 -0400
Subject: [rt-users] Audit log?
Message-ID: <4E1DDC43.2090107@kickflop.net>

Has anyone come up with a clever way to audit
changes?  Is there something built-in that I
am missing?

I'd like to know, for *one* example, when someone
defines a new custom field (global or the queue
name it was done in, the field name, etc).

We're using RT 3.8.7, soon to 3.8.10


From jblaine at kickflop.net  Wed Jul 13 13:58:24 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Wed, 13 Jul 2011 13:58:24 -0400
Subject: [rt-users] Can't call method "HasRight"
In-Reply-To: <4E1D0CCA.8080207@kickflop.net>
References: <4E1C96BE.2010506@kickflop.net>
	<20110712220604.GG27846@jibsheet.com>
	<4E1CC60A.7020906@kickflop.net>
	<4E1CD906.6050909@bestpractical.com>
	<4E1CEA25.4000104@kickflop.net>
	<20110713014422.GJ27846@jibsheet.com>
	<4E1CFE0E.8030908@kickflop.net>
	<20110713021906.GK27846@jibsheet.com>
	<4E1D04BE.30303@kickflop.net> <4E1D0CCA.8080207@kickflop.net>
Message-ID: <4E1DDCC0.3010203@kickflop.net>

On 7/12/2011 11:11 PM, Jeff Blaine wrote:
> On 7/12/2011 10:36 PM, Jeff Blaine wrote:
>> Hmm, you're right. I just imported principal and
>> cachedgroupmembers again -- this time fully. Not
>> sure what went wrong, but I'll go back and redo
>> group and groupmember as well, then run rt-validate
>> again.
>>
>> Thanks!
>
> Okay, now we're getting somewhere! Zero validation
> problems other than the expected "Ticket" ones.
>
> Now the problem is that the sequence stuff is out
> of whack I guess. Any ideas as to how I might I go
> about fixing that?

For now, this is all solved.  Thanks so much for the
help.

I dove in and altered all of the sequences to reflect
the associated data.  Restarted PostgreSQL and ticket
creation via email began working immediately.


From wsartori at gmail.com  Wed Jul 13 15:42:41 2011
From: wsartori at gmail.com (Wagner Sartori Junior)
Date: Wed, 13 Jul 2011 16:42:41 -0300
Subject: [rt-users] Tuning RT4
Message-ID: <CAE7nvVTc6D+a+mSPSymDAk=K9R=BcMQGCpJBWfxOYWSwEUuhNA@mail.gmail.com>

Hi,

I have a huge(>2M Tickets, ~500 tickets/day) 3.8.1 RT installation and
I'm trying to upgrade to 4.0.1.

I'm facing some performance problems on my staging server(it's almost
the same spec as my production server).

I'm using on 3.8.1:
Alias /rt/ /opt/rt3/share/html/
<Directory /opt/rt3/share/html/>
       Order allow,deny
       Allow from all
</Directory>
PerlModule Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl
PerlSetVar MasonStaticSource true
PerlSetVar MasonBufferPreallocateSize 4096000
PerlSetVar MasonDataCacheDefaults "cache_class=> MemoryCache, cache_depth => 4"
PerlSetVar MasonPreloads '/Elements/*'
<Location /rt/>
       AddDefaultCharset UTF-8
       SetHandler perl-script
       PerlHandler RT::Mason
</Location>

To make 4.0.1 works I'd have to change to:
        <Location /rt>
            Order allow,deny
            Allow from all

            SetHandler modperl
            PerlResponseHandler Plack::Handler::Apache2
            PerlSetVar psgi_app /opt/rt4/sbin/rt-server
        </Location>
        <Perl>
            use Plack::Handler::Apache2;
            Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
        </Perl>

The question is: How can I assign the Mason variables(StaticSource,
BufferSize, Preloads, ...) on RT4?

Thanks,

Wagner Sartori Junior


From ruz at bestpractical.com  Wed Jul 13 16:04:35 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 14 Jul 2011 00:04:35 +0400
Subject: [rt-users] Tuning RT4
In-Reply-To: <CAE7nvVTc6D+a+mSPSymDAk=K9R=BcMQGCpJBWfxOYWSwEUuhNA@mail.gmail.com>
References: <CAE7nvVTc6D+a+mSPSymDAk=K9R=BcMQGCpJBWfxOYWSwEUuhNA@mail.gmail.com>
Message-ID: <CAMOxC8v4NZKjFGp16qGSO_Bo4+bu4pyaba8FfJj6cONSj-Hf4A@mail.gmail.com>

On Wed, Jul 13, 2011 at 11:42 PM, Wagner Sartori Junior
<wsartori at gmail.com> wrote:
>
> The question is: How can I assign the Mason variables(StaticSource,
> BufferSize, Preloads, ...) on RT4?


In RT4 and 3 as well you can use the following option in the config to
set mason's properties:

Set(@MasonParameters,
    preamble => 'my $p = MasonX::Profiler->new($m, $r);',
);

Arguments are described in
http://search.cpan.org/dist/HTML-Mason/lib/HTML/Mason/Params.pod, in
RT config you should use "perl name" of the options.

Want to note that:

* RT uses static source if DevelMode is not enabled
* Preloading may help, but not everything can be preloaded
* Buffer preallocation may has less or no effect on RT4

Other options are either dangerouse or useless for admins.

-- 
Best regards, Ruslan.


From falcone at bestpractical.com  Wed Jul 13 16:06:16 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 13 Jul 2011 16:06:16 -0400
Subject: [rt-users] Tuning RT4
In-Reply-To: <CAE7nvVTc6D+a+mSPSymDAk=K9R=BcMQGCpJBWfxOYWSwEUuhNA@mail.gmail.com>
References: <CAE7nvVTc6D+a+mSPSymDAk=K9R=BcMQGCpJBWfxOYWSwEUuhNA@mail.gmail.com>
Message-ID: <20110713200616.GO27846@jibsheet.com>

On Wed, Jul 13, 2011 at 04:42:41PM -0300, Wagner Sartori Junior wrote:
> I have a huge(>2M Tickets, ~500 tickets/day) 3.8.1 RT installation and
> I'm trying to upgrade to 4.0.1.
> 
> I'm facing some performance problems on my staging server(it's almost
> the same spec as my production server).
> 
> I'm using on 3.8.1:
> Alias /rt/ /opt/rt3/share/html/
> <Directory /opt/rt3/share/html/>
>        Order allow,deny
>        Allow from all
> </Directory>
> PerlModule Apache::DBI
> PerlRequire /opt/rt3/bin/webmux.pl
> PerlSetVar MasonStaticSource true

This should already be set if you're not in DevelMode

> PerlSetVar MasonBufferPreallocateSize 4096000
> PerlSetVar MasonDataCacheDefaults "cache_class=> MemoryCache, cache_depth => 4"
> PerlSetVar MasonPreloads '/Elements/*'

You should be able to set these the same way (since you're still using
mod_perl) or by using the MasonParameters config option that we've
provided for a while

-kevin

> <Location /rt/>
>        AddDefaultCharset UTF-8
>        SetHandler perl-script
>        PerlHandler RT::Mason
> </Location>
> 
> To make 4.0.1 works I'd have to change to:
>         <Location /rt>
>             Order allow,deny
>             Allow from all
> 
>             SetHandler modperl
>             PerlResponseHandler Plack::Handler::Apache2
>             PerlSetVar psgi_app /opt/rt4/sbin/rt-server
>         </Location>
>         <Perl>
>             use Plack::Handler::Apache2;
>             Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
>         </Perl>
> 
> The question is: How can I assign the Mason variables(StaticSource,
> BufferSize, Preloads, ...) on RT4?
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From ruz at bestpractical.com  Wed Jul 13 17:48:55 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 14 Jul 2011 01:48:55 +0400
Subject: [rt-users] Audit log?
In-Reply-To: <4E1DDC43.2090107@kickflop.net>
References: <4E1DDC43.2090107@kickflop.net>
Message-ID: <CAMOxC8vam=PASTMatyya3wsZm65pNCSwJfW2C7aWO=dbHA98-w@mail.gmail.com>

On Wed, Jul 13, 2011 at 9:56 PM, Jeff Blaine <jblaine at kickflop.net> wrote:
> I'd like to know, for *one* example, when someone
> defines a new custom field (global or the queue
> name it was done in, the field name, etc).

Do you want to do something when a new CF created? For example send a mail?

You always can wrap any method, for example RT::CustomField::Create.
It's doable.

Scrips do this for Tickets. In theory we can extend scrips to work for
all objects, not
only tickets, but this work is not scheduled.


-- 
Best regards, Ruslan.


From fabrizio at uab.edu  Wed Jul 13 18:54:53 2011
From: fabrizio at uab.edu (Francis L Fabrizio)
Date: Wed, 13 Jul 2011 17:54:53 -0500
Subject: [rt-users] Allowing user to provide a required CF at resolve time
Message-ID: <6D0864AA18E9564285990CD7F849B4DE0DF27966@UABEXMBS6.ad.uab.edu>

We have a CF named 'ServiceTag' and we want to ensure a value is provided before a ticket can be resolved.

Here's what we already have working:

1.       We created a Callback on Update.html which checks whether the user is a. trying to resolve and b. has provided a service tag.  If not, we do not allow the resolve to proceed, and the user gets the message "Sorry, can't resolve ticket without a service tag." at the top of the form.

2.       We've copied Update.html to local/ and added a Service Tag form field on the page.  If the service tag is already defined, this field populates the value correctly.

So far so good.  What I haven't quite figured out how to do is to capture the new value if the user provides one.

Of course, the common case we are trying to handle is when the user attempts to resolve a ticket that has no service tag.  So they click Resolve on the ticket, type in some message, and then they click Update Ticket the first time and get the message "Sorry, can't resolve ticket without a service tag."  We now want to allow them to simply provide the service tag on the form, and click Update Ticket again, and then we want to store the service tag and allow the resolve to proceed.

I'm guessing I need to do something in Update.html's INIT area to detect whether the ServiceTag value has changed, but I am not quite sure how to proceed.  Can anyone provide some pointers?

Thanks,
Fran
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From fireskyer at gmx.de  Thu Jul 14 02:43:54 2011
From: fireskyer at gmx.de (john s.)
Date: Wed, 13 Jul 2011 23:43:54 -0700 (PDT)
Subject: [rt-users] Setting up HTTPS on RT 3.8
In-Reply-To: <85D233D4F98C0B4C9D1AE2DB22C2C9DB250EEDA1@Gbay-Exchange01.imcwi.com>
References: <CAHLWfDQnO7nyBmhc_WbixgpOi9_UzPexGmVAUmJwm2=xsqLb0w@mail.gmail.com>
	<85D233D4F98C0B4C9D1AE2DB22C2C9DB250EEDA1@Gbay-Exchange01.imcwi.com>
Message-ID: <32059058.post@talk.nabble.com>


@Brahim:


I think you take good  on it to get sth Background Knowledge of it .....

Which Operating System you have?

for example a good tutorial with some explanations for ubuntu:
https://help.ubuntu.com/community/forum/server/apache2/SSL


best regards john 

 

-- 
View this message in context: http://old.nabble.com/Setting-up-HTTPS-on-RT-3.8-tp32051984p32059058.html
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From fireskyer at gmx.de  Thu Jul 14 02:50:37 2011
From: fireskyer at gmx.de (john s.)
Date: Wed, 13 Jul 2011 23:50:37 -0700 (PDT)
Subject: [rt-users] Which  Apache Optimize Options are useful for RT?
In-Reply-To: <32051370.post@talk.nabble.com>
References: <32036185.post@talk.nabble.com>
	<20110711135618.GU27846@jibsheet.com>
	<32044492.post@talk.nabble.com>
	<20110712124940.GH14305@staff-mud-56-27.rice.edu>
	<32051370.post@talk.nabble.com>
Message-ID: <32059093.post@talk.nabble.com>



Addition:

Were decided to update  on RT 4.0.1.... so which module is the best choice
to get the best performance 

modcgi or fcgid ?

how about the tuning options with the cgi modules? 

best regrads john 
-- 
View this message in context: http://old.nabble.com/Which--Apache-Optimize-Options-are-useful-for-RT--tp32036185p32059093.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From fireskyer at gmx.de  Thu Jul 14 03:23:04 2011
From: fireskyer at gmx.de (john s.)
Date: Thu, 14 Jul 2011 00:23:04 -0700 (PDT)
Subject: [rt-users]  [solved]Re: RT 3.8 to 4 update DB  issues
In-Reply-To: <32045482.post@talk.nabble.com>
References: <32045482.post@talk.nabble.com>
Message-ID: <32059224.post@talk.nabble.com>




I solved the problem by myself .......


you have to set the DB correctly a the beginning with the /.configure
--with-db-database flag 


best regards johnn 
-- 
View this message in context: http://old.nabble.com/RT-3.8-to-4-update-some-issues-tp32045482p32059224.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From brahim.sakka at gmail.com  Thu Jul 14 04:27:10 2011
From: brahim.sakka at gmail.com (Brahim Sakka)
Date: Thu, 14 Jul 2011 09:27:10 +0100
Subject: [rt-users] Setting up HTTPS on RT 3.8
In-Reply-To: <32059058.post@talk.nabble.com>
References: <CAHLWfDQnO7nyBmhc_WbixgpOi9_UzPexGmVAUmJwm2=xsqLb0w@mail.gmail.com>
	<85D233D4F98C0B4C9D1AE2DB22C2C9DB250EEDA1@Gbay-Exchange01.imcwi.com>
	<32059058.post@talk.nabble.com>
Message-ID: <CAHLWfDS4-VFGUunq=A5rxXrqbemaQXiR3ObobVdT0KfQ+cSdFA@mail.gmail.com>

Thanks everyone for the quick responses :)

John, I have an idea about how to deploy SSL on a website. And as a matter
of fact I'm using Ubuntu as an OS. However I've posted the question here
because I've seen other threads talking about RT redirecting to http (rather
than HTTPS) when a ticket is created, modified, etc. So I wanted to know if
there is any special configuration for RT.

2011/7/14 john s. <fireskyer at gmx.de>

>
> @Brahim:
>
>
> I think you take good  on it to get sth Background Knowledge of it .....
>
> Which Operating System you have?
>
> for example a good tutorial with some explanations for ubuntu:
> https://help.ubuntu.com/community/forum/server/apache2/SSL
>
>
> best regards john
>
>
>
> --
> View this message in context:
> http://old.nabble.com/Setting-up-HTTPS-on-RT-3.8-tp32051984p32059058.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>

Best Regards,
Brahim
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From fireskyer at gmx.de  Thu Jul 14 05:38:45 2011
From: fireskyer at gmx.de (john s.)
Date: Thu, 14 Jul 2011 02:38:45 -0700 (PDT)
Subject: [rt-users] Setting up HTTPS on RT 3.8
In-Reply-To: <CAHLWfDS4-VFGUunq=A5rxXrqbemaQXiR3ObobVdT0KfQ+cSdFA@mail.gmail.com>
References: <CAHLWfDQnO7nyBmhc_WbixgpOi9_UzPexGmVAUmJwm2=xsqLb0w@mail.gmail.com>
	<85D233D4F98C0B4C9D1AE2DB22C2C9DB250EEDA1@Gbay-Exchange01.imcwi.com>
	<32059058.post@talk.nabble.com>
	<CAHLWfDS4-VFGUunq=A5rxXrqbemaQXiR3ObobVdT0KfQ+cSdFA@mail.gmail.com>
Message-ID: <32059910.post@talk.nabble.com>



Hello Brahim,,

No there is now https setting in the configuration file which you could 
set....

i think you should make some redirect matches in apache  that rt doesn't
make an fallback on http  

best regards john .. 
-- 
View this message in context: http://old.nabble.com/Setting-up-HTTPS-on-RT-3.8-tp32051984p32059910.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From trs at bestpractical.com  Thu Jul 14 08:31:11 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 14 Jul 2011 08:31:11 -0400
Subject: [rt-users] Setting up HTTPS on RT 3.8
In-Reply-To: <CAHLWfDQnO7nyBmhc_WbixgpOi9_UzPexGmVAUmJwm2=xsqLb0w@mail.gmail.com>
References: <CAHLWfDQnO7nyBmhc_WbixgpOi9_UzPexGmVAUmJwm2=xsqLb0w@mail.gmail.com>
Message-ID: <4E1EE18F.6030304@bestpractical.com>

On 07/13/2011 04:56 AM, Brahim Sakka wrote:
> Hello list,
> 
> I have an RT 3.8 installation and I want to set up HTTPS (no mixed
> content, everything over HTTPS).
> Anyone can tell me how to do that (and sorry for the noob question) ?

It's just the appropriate apache config and editing your
etc/RT_SiteConfig.pm so $WebPort is set to 443.

Thomas


From falcone at bestpractical.com  Thu Jul 14 10:06:00 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 14 Jul 2011 10:06:00 -0400
Subject: [rt-users] Audit log?
In-Reply-To: <4E1DDC43.2090107@kickflop.net>
References: <4E1DDC43.2090107@kickflop.net>
Message-ID: <20110714140600.GP27846@jibsheet.com>

On Wed, Jul 13, 2011 at 01:56:19PM -0400, Jeff Blaine wrote:
> Has anyone come up with a clever way to audit
> changes?  Is there something built-in that I
> am missing?
> 
> I'd like to know, for *one* example, when someone
> defines a new custom field (global or the queue
> name it was done in, the field name, etc).
> 
> We're using RT 3.8.7, soon to 3.8.10

To follow up on what Ruz said, all that data is in the Database, you
can report on it from the DB level.

-kevin
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From jblaine at kickflop.net  Thu Jul 14 10:07:43 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Thu, 14 Jul 2011 10:07:43 -0400
Subject: [rt-users] Audit log?
In-Reply-To: <20110714140600.GP27846@jibsheet.com>
References: <4E1DDC43.2090107@kickflop.net>
	<20110714140600.GP27846@jibsheet.com>
Message-ID: <4E1EF82F.8040307@kickflop.net>

On 7/14/2011 10:06 AM, Kevin Falcone wrote:
> On Wed, Jul 13, 2011 at 01:56:19PM -0400, Jeff Blaine wrote:
>> Has anyone come up with a clever way to audit
>> changes?  Is there something built-in that I
>> am missing?
>>
>> I'd like to know, for *one* example, when someone
>> defines a new custom field (global or the queue
>> name it was done in, the field name, etc).
>>
>> We're using RT 3.8.7, soon to 3.8.10
>
> To follow up on what Ruz said, all that data is in the Database, you
> can report on it from the DB level.

Thanks, that's what I was intending to do, but
wanted to ask first to make sure I was not missing
something in RT.

If it's presentable, I'll pass along what I figure out
and develop.


From yan at seiner.com  Thu Jul 14 11:34:15 2011
From: yan at seiner.com (Yan Seiner)
Date: Thu, 14 Jul 2011 08:34:15 -0700 (PDT)
Subject: [rt-users] Special Projects Queue
Message-ID: <a5710b40803bc0a7eba0eda1359aa6bf.squirrel@mail.seiner.com>

I am setting up a special projects queue.  We have several "special
projects" which involve a team of about 8-10 people from both inside and
outside the company.  The basic idea is that each project gets a root
ticket in the queue, with the team members set up as adminCCs.  The
adminCCs have a broad range of rights on the tickets, including setting
watchers, modifyihg the ticket, etc.

The idea is that each special project uses the root ticket and creats
child tickets under it.  This works pretty well, except....

Once the root ticket is set up with the correct adminCCs, creating a child
ticket should mean tha the adminCCs are inherited.  For some unfathomable
reason, it seems that only some of the adminCCs are being inherited; the
rest get a "?Couldn't set AdminCc watcher: Permission Denied" error.  I
have been all through the users and there doesn't seem to be any
difference in any of the users or the permissions.  All priveledged users
have "watch" and "watch as adminCC" rights.

I don't understand why only some of the users are being denied.  Is there
a way to get a more verbose error?



From kfcrocker at lbl.gov  Thu Jul 14 12:29:47 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 14 Jul 2011 09:29:47 -0700
Subject: [rt-users] Special Projects Queue
In-Reply-To: <a5710b40803bc0a7eba0eda1359aa6bf.squirrel@mail.seiner.com>
References: <a5710b40803bc0a7eba0eda1359aa6bf.squirrel@mail.seiner.com>
Message-ID: <CABqKps8neMJFFNZR12hLcOCPc=YgwqAL4NA43TG+BLcWnn_CTg@mail.gmail.com>

Yan,

My personal preference is to put any group of ticket owners, team members,
those with similar permission needs, etc. into a User-defined group per
Queue. They can have all of the permissions you could grant a role. The main
reason I like that is because when it comes to emails, I really like to
differentiate between "Groups of Ticket Owners, team members, etc." and the
REAL Admin person that may want to see some emails, just not all of them. By
putting all these members into the AdminCc role, it promts the question of
"where do you put the REAL AdminCc"? I have many situations where the Admin
of a support group doesn't want all the notices, but they want the team
members to be aware, etc. It's just a way for me to look down the line in
the future and say "What if I have to differentiate these people"? By doing
it the way I do, I CAN differentiate when I need to. I already have them
separated by Group/role rather than clumping them together. This might allow
you to debug your current situation as well, especially if you granted some
of these "AdminCc" roles GLOBAL rights.

Just a thought. Hope it helps.

Kenn
LBNL

On Thu, Jul 14, 2011 at 8:34 AM, Yan Seiner <yan at seiner.com> wrote:

> I am setting up a special projects queue.  We have several "special
> projects" which involve a team of about 8-10 people from both inside and
> outside the company.  The basic idea is that each project gets a root
> ticket in the queue, with the team members set up as adminCCs.  The
> adminCCs have a broad range of rights on the tickets, including setting
> watchers, modifyihg the ticket, etc.
>
> The idea is that each special project uses the root ticket and creats
> child tickets under it.  This works pretty well, except....
>
> Once the root ticket is set up with the correct adminCCs, creating a child
> ticket should mean tha the adminCCs are inherited.  For some unfathomable
> reason, it seems that only some of the adminCCs are being inherited; the
> rest get a "?Couldn't set AdminCc watcher: Permission Denied" error.  I
> have been all through the users and there doesn't seem to be any
> difference in any of the users or the permissions.  All priveledged users
> have "watch" and "watch as adminCC" rights.
>
> I don't understand why only some of the users are being denied.  Is there
> a way to get a more verbose error?
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
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From yan at seiner.com  Thu Jul 14 13:19:14 2011
From: yan at seiner.com (Yan Seiner)
Date: Thu, 14 Jul 2011 10:19:14 -0700 (PDT)
Subject: [rt-users] Special Projects Queue
In-Reply-To: <CABqKps8neMJFFNZR12hLcOCPc=YgwqAL4NA43TG+BLcWnn_CTg@mail.gmail.com>
References: <a5710b40803bc0a7eba0eda1359aa6bf.squirrel@mail.seiner.com>
	<CABqKps8neMJFFNZR12hLcOCPc=YgwqAL4NA43TG+BLcWnn_CTg@mail.gmail.com>
Message-ID: <016968ad65b4a0e39f7b062a21c45d10.squirrel@mail.seiner.com>

That's what I normall do...

This is a special case.  We have a project that will run several years,
and involve several consultants, and probalby spawn a few hundred (or
more) tickets.  I may need to give some people permissions to see some
tickets nad not others.  I thought I had it figured out with this, but I
obviously don't.

I'm struggling with how to integrate people from outside the organization
into a coherent team using RT...

I'm not as familiar with permissions as I should be.  I'm getting better,
but still....

:-)

On Thu, July 14, 2011 9:29 am, Kenneth Crocker wrote:
> Yan,
>
> My personal preference is to put any group of ticket owners, team members,
> those with similar permission needs, etc. into a User-defined group per
> Queue. They can have all of the permissions you could grant a role. The
> main
> reason I like that is because when it comes to emails, I really like to
> differentiate between "Groups of Ticket Owners, team members, etc." and
> the
> REAL Admin person that may want to see some emails, just not all of them.
> By
> putting all these members into the AdminCc role, it promts the question of
> "where do you put the REAL AdminCc"? I have many situations where the
> Admin
> of a support group doesn't want all the notices, but they want the team
> members to be aware, etc. It's just a way for me to look down the line in
> the future and say "What if I have to differentiate these people"? By
> doing
> it the way I do, I CAN differentiate when I need to. I already have them
> separated by Group/role rather than clumping them together. This might
> allow
> you to debug your current situation as well, especially if you granted
> some
> of these "AdminCc" roles GLOBAL rights.
>
> Just a thought. Hope it helps.
>
> Kenn
> LBNL
>
> On Thu, Jul 14, 2011 at 8:34 AM, Yan Seiner <yan at seiner.com> wrote:
>
>> I am setting up a special projects queue.  We have several "special
>> projects" which involve a team of about 8-10 people from both inside and
>> outside the company.  The basic idea is that each project gets a root
>> ticket in the queue, with the team members set up as adminCCs.  The
>> adminCCs have a broad range of rights on the tickets, including setting
>> watchers, modifyihg the ticket, etc.
>>
>> The idea is that each special project uses the root ticket and creats
>> child tickets under it.  This works pretty well, except....
>>
>> Once the root ticket is set up with the correct adminCCs, creating a
>> child
>> ticket should mean tha the adminCCs are inherited.  For some
>> unfathomable
>> reason, it seems that only some of the adminCCs are being inherited; the
>> rest get a "?Couldn't set AdminCc watcher: Permission Denied" error.  I
>> have been all through the users and there doesn't seem to be any
>> difference in any of the users or the permissions.  All priveledged
>> users
>> have "watch" and "watch as adminCC" rights.
>>
>> I don't understand why only some of the users are being denied.  Is
>> there
>> a way to get a more verbose error?
>>
>>
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
>
>
> !DSPAM:4e1f19a5320121480513369!
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
> !DSPAM:4e1f19a5320121480513369!
>


-- 
My daughter is racing a triathlon to raise money for her swim club.  Want
to help?

http://akari.seiner.com




From trs at bestpractical.com  Thu Jul 14 13:22:53 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 14 Jul 2011 13:22:53 -0400
Subject: [rt-users] Special Projects Queue
In-Reply-To: <016968ad65b4a0e39f7b062a21c45d10.squirrel@mail.seiner.com>
References: <a5710b40803bc0a7eba0eda1359aa6bf.squirrel@mail.seiner.com>	<CABqKps8neMJFFNZR12hLcOCPc=YgwqAL4NA43TG+BLcWnn_CTg@mail.gmail.com>
	<016968ad65b4a0e39f7b062a21c45d10.squirrel@mail.seiner.com>
Message-ID: <4E1F25ED.5010205@bestpractical.com>

On 07/14/2011 01:19 PM, Yan Seiner wrote:
> This is a special case.  We have a project that will run several years,
> and involve several consultants, and probalby spawn a few hundred (or
> more) tickets.

With that level of activity, why not just create a whole new queue?

Thomas


From yan at seiner.com  Thu Jul 14 13:38:12 2011
From: yan at seiner.com (Yan Seiner)
Date: Thu, 14 Jul 2011 10:38:12 -0700 (PDT)
Subject: [rt-users] Special Projects Queue
In-Reply-To: <4E1F25ED.5010205@bestpractical.com>
References: <a5710b40803bc0a7eba0eda1359aa6bf.squirrel@mail.seiner.com>
	<CABqKps8neMJFFNZR12hLcOCPc=YgwqAL4NA43TG+BLcWnn_CTg@mail.gmail.com>
	<016968ad65b4a0e39f7b062a21c45d10.squirrel@mail.seiner.com>
	<4E1F25ED.5010205@bestpractical.com>
Message-ID: <e26256eefe856b80a9c3ab056444d284.squirrel@mail.seiner.com>


On Thu, July 14, 2011 10:22 am, Thomas Sibley wrote:
> On 07/14/2011 01:19 PM, Yan Seiner wrote:
>> This is a special case.  We have a project that will run several years,
>> and involve several consultants, and probalby spawn a few hundred (or
>> more) tickets.
>
> With that level of activity, why not just create a whole new queue?

That's what I did.  I created a "special proejcts queue" and this is the
only ticket tree in it.  All the tickets need to be child tickets of the
main ticket to allow us to track the schedule.  I'm struggling with the
proper permissions for everyone in it.

Maybe I'm making this too complicated - but this is our pilot
implementation so we're trying all sorts of new things.

--Yan




From aaniceto at sekirite.org  Thu Jul 14 14:26:08 2011
From: aaniceto at sekirite.org (Alexandre Miguel Aniceto)
Date: Thu, 14 Jul 2011 19:26:08 +0100
Subject: [rt-users] REST - Create Ticket with Attachment
Message-ID: <70FFC41D-DAD1-435B-A58F-71AD0B513ED9@sekirite.org>

Hi all,

I've been developing a interface to RT, using REST, in PHP.

I am able to upload attachments on ticket reply (correspond/comment) but I'm not able to add attachments when creating a new Ticket.

Anyone knows if this is a "feature" ? Should it work?

Thanks in advance,

Alexandre Miguel Aniceto

From kfcrocker at lbl.gov  Thu Jul 14 16:47:59 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 14 Jul 2011 13:47:59 -0700
Subject: [rt-users] Help with scrip using DiffAsString
Message-ID: <CABqKps__=0_UjrDogNMOnmD6cGgEmFv1h1BkKAQUQuqK5c0PGQ@mail.gmail.com>

To list,

I'm trying to create a scrip that gives me the difference between the
started date and the resolved date when the ticket is resolved:

This is my scrip:

Condition: On Resolve
Action: User-defined
Template: Blank
Stage: TransBatch

Custom Prep Code:
return 1;

Custom Cleanup Code:

# Set initial values

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $timeworked = $ticket->TimeWorked;
my $started = $ticket->StartedObj;
my $now = new RT::Date($RT::SystemUser);
$now->SetToNow();
my $worked = $now->DiffAsString($started);

# Set value for TimeWorked if not already set

unless ($timeworked)
    {
     $ticket->SetTimeWorked($worked);
     return 1;
    }
return 0;

This was what was in the log:

        DBIx::SearchBuilder::Record::__Set('RT::Ticket=HASH(0xcfbcfe0)',
'Field', 'TimeWorked', 'Value', '5 sec', 'IsSQL', 'undef') called at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record/Cachable.pm line
139
DBIx::SearchBuilder::Record::Cachable::__Set('RT::Ticket=HASH(0xcfbcfe0)',
'Field', 'TimeWorked', 'Value', '5 sec', 'IsSQL', 'undef') called at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 745
DBIx::SearchBuilder::Record::_Set('RT::Ticket=HASH(0xcfbcfe0)', 'Field',
'TimeWorked', 'Value', '5 sec', 'IsSQL', 'undef') called at
/opt/rt3/bin/../local/lib/RT/Record.pm line 482
RT::Record::_Set('RT::Ticket=HASH(0xcfbcfe0)', 'Field', 'TimeWorked',
'Value', '5 sec') called at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line
3313        RT::Ticket::_Set('RT::Ticket=HASH(0xcfbcfe0)', 'Field',
'TimeWorked', 'Value', '5 sec') called at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 440
DBIx::SearchBuilder::Record::__ANON__('RT::Ticket=HASH(0xcfbcfe0)', '5 sec')
called at (eval 595) line 16        eval '# Set initial values
 my $trans = $self->TransactionObj;my $ticket = $self->TicketObj;my
$timeworked = $ticket->TimeWorked;
my $started = $ticket->StartedObj;#my $duration = \'DAY\';my $now = new
RT::Date($RT::SystemUser);$now->SetToNow();my $worked =
$now->DiffAsString($started);
 # Set value for TimeWorked if not already set
 unless ($timeworked)    {     $ticket->SetTimeWorked($worked);     return
1;    }
return 0;' called at /opt/rt3/bin/../lib/RT/Action/UserDefined.pm line 78

I don't understand where the "...'Value', '5 sec'" came from.

I also tried this with "Diff" and I get a resulting value.

Anyone have any idea what I'm doing wrong.

I wanted to use "Duration" but couldn't get it to run. I don't understand
what parms it needs.

Any help would be appreciated.

Thanks.

Kenn
LBNL
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From huston at astro.princeton.edu  Thu Jul 14 17:57:27 2011
From: huston at astro.princeton.edu (Steve Huston)
Date: Thu, 14 Jul 2011 17:57:27 -0400
Subject: [rt-users] GnuPG encryption to AdminCCs
Message-ID: <4E1F6647.5020108@astro.princeton.edu>

I've been experimenting with GnuPG encryption on the queue we have, and
I like how it handles things.  I did, however, notice one bit of
strangeness.

I tried to add a comment to a ticket and encrypt it through the web
interface, and was met with the error "You are going to encrypt outgoing
email messages, but there is a problem with a recipient's public key.
You have to fix the problem with the key, disable sending a message to
that recipient, or disable encryption."

The problem is that the user in question will not be receiving a copy of
the message - they are not an AdminCC, only a CC.  Yes, I can go down
and uncheck the box for him in "On Correspond Notify Requestors and Ccs"
but since this is a comment anyway I think it might be a bug that it's
checking.  If so, I'm happy to go file a proper ticket - just wanted to
clear it up here first.

-- 
Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences
  Princeton University  |    ICBM Address: 40.346525   -74.651285
    206 Peyton Hall     |"On my ship, the Rocinante, wheeling through
  Princeton, NJ   08544 | the galaxies; headed for the heart of Cygnus,
    (267) 793-0852      | headlong into mystery."  -Rush, 'Cygnus X-1'


From gleduc at mail.sdsu.edu  Thu Jul 14 18:04:03 2011
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 14 Jul 2011 15:04:03 -0700
Subject: [rt-users] Plack::Handler::Starlet dependency error,
	RT 4.0.1 on RHEL-6
Message-ID: <4E1F67D3.9080403@mail.sdsu.edu>

Greetings,

I'm installing RT 4.0.1 onto a new RHEL-6 server.  I've done the 
./configure step and am now resolving dependencies.  I was able to fix 
them all with CPAN except for Plack::Handler::Starlet.  The error is 
coming from a Starlet dependency, Server::Starter.  Searching hasn't 
turned up anything relevant.

I'd really appreciate any insights into this that anyone might have. 
This is 64-bit REHL and I have SELinux enforcing, but I don't think it's 
the problem because nothing else has burped except for this.

Thanks in advance,
Gene

Here's what I get from testdeps:
PSGI dependencies:
         CGI::Emulate::PSGI ...found
         CGI >= 3.38 ...found
         CGI::PSGI >= 0.12 ...found
         HTML::Mason::PSGIHandler >= 0.52 ...found
         Plack >= 0.9971 ...found
         Plack::Handler::Starlet ...MISSING
                 Can't locate Plack/Handler/Starlet.pm in @INC (@INC 
contains: /usr/local/lib64/perl5 /usr/local/share/perl5 
/usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl 
/usr/lib64/perl5 /usr/share/perl5 /root/rt/rt-4.0.1)

Here's an excerpt of what CPAN says when I do "install 
Plack::Handler::Starlet"

Checking if your kit is complete...
Looks good
Warning: prerequisite Server::Starter 0.06 not found.
Writing Makefile for Starlet
Could not read metadata file. Falling back to other methods to determine 
prerequisites
---- Unsatisfied dependencies detected during ----
----        KAZUHO/Starlet-0.13.tar.gz        ----
     Server::Starter [requires]
Shall I follow them and prepend them to the queue of modules we are 
processing right now? [yes]

   CPAN.pm: Going to build K/KA/KAZUHO/Server-Starter-0.11.tar.gz

*** Module::AutoInstall version 1.03
*** Checking for Perl dependencies...
*** Since we're running under CPAN, I'll just let it take care of the 
dependency's installation later.
[Core Features]
- Test::TCP       ...missing. (would need 0.11)
- Getopt::Long    ...loaded. (2.38)
- List::MoreUtils ...loaded. (0.32)
- Proc::Wait3     ...loaded. (0.04)
- Scope::Guard    ...loaded. (0.20)
*** Module::AutoInstall configuration finished.
Checking if your kit is complete...
Looks good
Writing Makefile for Server::Starter
Use of uninitialized value in ref-to-glob cast at 
/usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
Use of uninitialized value in ref-to-glob cast at 
/usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
flock() on unopened filehandle at 
/usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
Bad file descriptor at /usr/local/share/perl5/Test/SharedFork/Store.pm 
line 104.
END failed--call queue aborted.
Warning: No success on command[/usr/bin/perl Makefile.PL INSTALLDIRS=site]
   KAZUHO/Server-Starter-0.11.tar.gz
   /usr/bin/perl Makefile.PL INSTALLDIRS=site -- NOT OK
Running make test
   Make had some problems, won't test
Running make install
   Make had some problems, won't install
Running make for K/KA/KAZUHO/Starlet-0.13.tar.gz
   Has already been unwrapped into directory 
/root/.cpan/build/Starlet-0.13-eGHCED

   CPAN.pm: Going to build K/KA/KAZUHO/Starlet-0.13.tar.gz

Warning: Prerequisite 'Server::Starter => 0.06' for 
'KAZUHO/Starlet-0.13.tar.gz' failed when processing 
'KAZUHO/Server-Starter-0.11.tar.gz' with 'writemakefile => NO 
'/usr/bin/perl Makefile.PL INSTALLDIRS=site' returned status 2304'. 
Continuing, but chances to succeed are limited.


From falcone at bestpractical.com  Thu Jul 14 18:32:16 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 14 Jul 2011 18:32:16 -0400
Subject: [rt-users] Plack::Handler::Starlet dependency error,
 RT 4.0.1 on RHEL-6
In-Reply-To: <4E1F67D3.9080403@mail.sdsu.edu>
References: <4E1F67D3.9080403@mail.sdsu.edu>
Message-ID: <20110714223216.GQ27846@jibsheet.com>

On Thu, Jul 14, 2011 at 03:04:03PM -0700, Gene LeDuc wrote:
> Greetings,
> 
> I'm installing RT 4.0.1 onto a new RHEL-6 server.  I've done the
> ./configure step and am now resolving dependencies.  I was able to
> fix them all with CPAN except for Plack::Handler::Starlet.  The
> error is coming from a Starlet dependency, Server::Starter.
> Searching hasn't turned up anything relevant.
> 
> I'd really appreciate any insights into this that anyone might have.
> This is 64-bit REHL and I have SELinux enforcing, but I don't think
> it's the problem because nothing else has burped except for this.

Is your CPAN client configured to follow dependencies?
It appears that you're missing Test::TCP but I see no attempts to
build that.

have you tried 

install Server::Starter
or
install Test::TCP

to get lower level on the dependency chain?

-kevin

> 
> Here's what I get from testdeps:
> PSGI dependencies:
>         CGI::Emulate::PSGI ...found
>         CGI >= 3.38 ...found
>         CGI::PSGI >= 0.12 ...found
>         HTML::Mason::PSGIHandler >= 0.52 ...found
>         Plack >= 0.9971 ...found
>         Plack::Handler::Starlet ...MISSING
>                 Can't locate Plack/Handler/Starlet.pm in @INC (@INC
> contains: /usr/local/lib64/perl5 /usr/local/share/perl5
> /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl
> /usr/lib64/perl5 /usr/share/perl5 /root/rt/rt-4.0.1)
> 
> Here's an excerpt of what CPAN says when I do "install
> Plack::Handler::Starlet"
> 
> Checking if your kit is complete...
> Looks good
> Warning: prerequisite Server::Starter 0.06 not found.
> Writing Makefile for Starlet
> Could not read metadata file. Falling back to other methods to
> determine prerequisites
> ---- Unsatisfied dependencies detected during ----
> ----        KAZUHO/Starlet-0.13.tar.gz        ----
>     Server::Starter [requires]
> Shall I follow them and prepend them to the queue of modules we are
> processing right now? [yes]
> 
>   CPAN.pm: Going to build K/KA/KAZUHO/Server-Starter-0.11.tar.gz
> 
> *** Module::AutoInstall version 1.03
> *** Checking for Perl dependencies...
> *** Since we're running under CPAN, I'll just let it take care of
> the dependency's installation later.
> [Core Features]
> - Test::TCP       ...missing. (would need 0.11)
> - Getopt::Long    ...loaded. (2.38)
> - List::MoreUtils ...loaded. (0.32)
> - Proc::Wait3     ...loaded. (0.04)
> - Scope::Guard    ...loaded. (0.20)
> *** Module::AutoInstall configuration finished.
> Checking if your kit is complete...
> Looks good
> Writing Makefile for Server::Starter
> Use of uninitialized value in ref-to-glob cast at
> /usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
> Use of uninitialized value in ref-to-glob cast at
> /usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
> flock() on unopened filehandle at
> /usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
> Bad file descriptor at
> /usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
> END failed--call queue aborted.
> Warning: No success on command[/usr/bin/perl Makefile.PL INSTALLDIRS=site]
>   KAZUHO/Server-Starter-0.11.tar.gz
>   /usr/bin/perl Makefile.PL INSTALLDIRS=site -- NOT OK
> Running make test
>   Make had some problems, won't test
> Running make install
>   Make had some problems, won't install
> Running make for K/KA/KAZUHO/Starlet-0.13.tar.gz
>   Has already been unwrapped into directory
> /root/.cpan/build/Starlet-0.13-eGHCED
> 
>   CPAN.pm: Going to build K/KA/KAZUHO/Starlet-0.13.tar.gz
> 
> Warning: Prerequisite 'Server::Starter => 0.06' for
> 'KAZUHO/Starlet-0.13.tar.gz' failed when processing
> 'KAZUHO/Server-Starter-0.11.tar.gz' with 'writemakefile => NO
> '/usr/bin/perl Makefile.PL INSTALLDIRS=site' returned status 2304'.
> Continuing, but chances to succeed are limited.
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html
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From gleduc at mail.sdsu.edu  Thu Jul 14 18:42:31 2011
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 14 Jul 2011 15:42:31 -0700
Subject: [rt-users] Plack::Handler::Starlet dependency error,
 RT 4.0.1 on RHEL-6
In-Reply-To: <20110714223216.GQ27846@jibsheet.com>
References: <4E1F67D3.9080403@mail.sdsu.edu>
	<20110714223216.GQ27846@jibsheet.com>
Message-ID: <4E1F70D7.6090806@mail.sdsu.edu>

Thanks for responding, Kevin.

On 7/14/2011 3:32 PM, Kevin Falcone wrote:
> On Thu, Jul 14, 2011 at 03:04:03PM -0700, Gene LeDuc wrote:
>> Greetings,
>>
>> I'm installing RT 4.0.1 onto a new RHEL-6 server.  I've done the
>> ./configure step and am now resolving dependencies.  I was able to
>> fix them all with CPAN except for Plack::Handler::Starlet.  The
>> error is coming from a Starlet dependency, Server::Starter.
>> Searching hasn't turned up anything relevant.
>>
>> I'd really appreciate any insights into this that anyone might have.
>> This is 64-bit REHL and I have SELinux enforcing, but I don't think
>> it's the problem because nothing else has burped except for this.
>
> Is your CPAN client configured to follow dependencies?
> It appears that you're missing Test::TCP but I see no attempts to
> build that.
>
> have you tried
>
> install Server::Starter
> or
> install Test::TCP
>
> to get lower level on the dependency chain?
>
> -kevin

The Test::TCP thing is a bit of a mystery to me.  I saw it when I 
installed all the dependencies a couple days ago so I tried to install 
it.  Here's the result:

cpan[1]> install Test::TCP
CPAN: Storable loaded ok (v2.30)
Going to read '/root/.cpan/Metadata'
   Database was generated on Thu, 14 Jul 2011 19:40:27 GMT
CPAN: Module::CoreList loaded ok (v2.18)
Test::TCP is up to date (1.13).

So it's there, but testdeps isn't seeing it.

I've also tried installing Server::Starter by itself and I get the same 
error messages about uninitialized values and an unopened file handle.

Writing Makefile for Server::Starter
Use of uninitialized value in ref-to-glob cast at 
/usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
Use of uninitialized value in ref-to-glob cast at 
/usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
flock() on unopened filehandle at 
/usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
Bad file descriptor at /usr/local/share/perl5/Test/SharedFork/Store.pm 
line 104.
END failed--call queue aborted.

Any other thoughts?

Gene


From Joanne.Keown at coloradogroup.com.au  Thu Jul 14 20:50:25 2011
From: Joanne.Keown at coloradogroup.com.au (Joanne Keown)
Date: Fri, 15 Jul 2011 10:50:25 +1000
Subject: [rt-users] Custom Fields (Applies to Ticket Transactions) - not
 saving at ticket level
In-Reply-To: <20110713142550.GL27846@jibsheet.com>
References: <0F5FC019E0CDF3459EE1B8D44E850727480CA6366F@BNE-EXCH.coloradogroup.com.au>
	<20110712220058.GE27846@jibsheet.com>
	<0F5FC019E0CDF3459EE1B8D44E850727480CA6377B@BNE-EXCH.coloradogroup.com.au>
	<20110713142550.GL27846@jibsheet.com>
Message-ID: <0F5FC019E0CDF3459EE1B8D44E850727480CA63950@BNE-EXCH.coloradogroup.com.au>

Hi Kevin,
Thanks very much for the below.

BTW, does anyone know if the RT user manual (RT Essentials) been updated for RT4?

Kind regards
Jo

Jo Keown, MBusAdmin(Mgt), MIPA
IS Business Analyst
Colorado Group Ltd 
100 Melbourne Street
South Brisbane ?QLD ? 4101
Ph:??? +61? 7 3877 3399
Mobile:?? 0402 697 351
Email: joanne.keown at coloradogroup.com.au


?Sign up to FUSION now for special member offers at 5 of Australia's leading fashion brands.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Thursday, 14 July 2011 12:26 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level

On Wed, Jul 13, 2011 at 09:10:13AM +1000, Joanne Keown wrote:
> Does anyone know of a more elegant way of dealing with that number of 
> Tickets? Because I have to put all my CF's applying to "Tickets", I 
> have over 20 CF's to deal with. It would be nice to be able to 
> arrange/group them on the screen so that the workflow is a bit more 
> elegant.

Some folks use overlays to separate them.

You can order them in the Admin UI.

RT4 added a lot more css and html changes to make this easier, but still no grouping.

-kevin

> Would love some hints if anyone has achieved this.
> 
> PS:  Hi Yan;  I have just moved all my "Upload" CF's as applying to Tickets as well.  I can now find these against the relevant ticket.  But, as I said above, it's pretty messy and difficult to deal with.
> 
> -----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, 13 July 2011 8:01 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Custom Fields (Applies to Ticket Transactions) 
> - not saving at ticket level
> 
> On Tue, Jul 12, 2011 at 09:55:21AM +1000, Joanne Keown wrote:
> >    I'm obviously missing something.  I have created a number of custom fields and set them as
> >    applying to  "Ticket Transactions", on the expectation that these would allow me to capture
> >    ticket data that I could both report on and update over a period of time.  However, I notice
> >    that any data I captured against these is not being `saved' against the ticket.
> 
> Ticket Transaction Custom Fields apply to Ticket Transactions.
> They're displayed inline in the ticket history between the header and the content of the transaction.
> 
> If you want to save it against the ticket, you want Ticket Custom Fields.
> 
> You cannot search on Transaction Custom Fields, however all the data is available in the Database.
> 
> -kevin
> 
> >    I am getting the impression that, even though it's called "Ticket Transactions",  it's not
> >    actually capturing the data at the ticket level and that my only option might be to put all
> >    these Custom Fields as applying to "Tickets".  This option isn't desirable as there will now
> >    be over 20 Custom Fields on one page - quite overwhelming.  As this group of cf's are designed
> >    to capture process steps taken by our Customer Services staff in resolving a ticket (also
> >    capture notes and file attachments at stages), they provide a prompter as to what step is next
> >    in the resolution process and what stage the ticket is at.
> > 
> > 
> > 
> >    Does anyone know of another way of separating the main ticket entry cf's (Meta data) from the
> >    transactional/workflow cf's?


From falcone at bestpractical.com  Thu Jul 14 22:08:15 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 14 Jul 2011 22:08:15 -0400
Subject: [rt-users] Plack::Handler::Starlet dependency error,
 RT 4.0.1 on RHEL-6
In-Reply-To: <4E1F70D7.6090806@mail.sdsu.edu>
References: <4E1F67D3.9080403@mail.sdsu.edu>
	<20110714223216.GQ27846@jibsheet.com>
	<4E1F70D7.6090806@mail.sdsu.edu>
Message-ID: <20110715020815.GR27846@jibsheet.com>

On Thu, Jul 14, 2011 at 03:42:31PM -0700, Gene LeDuc wrote:
> 
> The Test::TCP thing is a bit of a mystery to me.  I saw it when I
> installed all the dependencies a couple days ago so I tried to
> install it.  Here's the result:
> 
> cpan[1]> install Test::TCP
> CPAN: Storable loaded ok (v2.30)
> Going to read '/root/.cpan/Metadata'
>   Database was generated on Thu, 14 Jul 2011 19:40:27 GMT
> CPAN: Module::CoreList loaded ok (v2.18)
> Test::TCP is up to date (1.13).
> 
> So it's there, but testdeps isn't seeing it.

This is usually permissions or 2 different perls

> I've also tried installing Server::Starter by itself and I get the
> same error messages about uninitialized values and an unopened file
> handle.
> 
> Writing Makefile for Server::Starter
> Use of uninitialized value in ref-to-glob cast at
> /usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
> Use of uninitialized value in ref-to-glob cast at
> /usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
> flock() on unopened filehandle at
> /usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
> Bad file descriptor at
> /usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
> END failed--call queue aborted.

It's worth seeing if selinux is blocking flock for this perl program.

You may get more information by running perl Makefile.PL on
Server-Starter manually and seeing if it gives you anything

-kevin
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From rlockerbie at fairfaxmedia.com.au  Thu Jul 14 22:13:52 2011
From: rlockerbie at fairfaxmedia.com.au (Roger Lockerbie)
Date: Fri, 15 Jul 2011 12:13:52 +1000
Subject: [rt-users] Best way to make one custom field change,
 based on entry in another, using a many to one scenario
Message-ID: <C89BA0956F502C4CBDC1C57C2C8877C51660EC9DA2@EXMBSYD2.ffx.jfh.com.au>

Hi All,

New RT user here (v4.01), firstly thanks for such a complete open source product, very impressed and grateful.

I've done some RTFM/RTFW and seen how to set one custom field based on the entry of another however, I have want a many to one relationship to exist between the orginal custom field (call it CF1) and the one I wish to auto set (call it CF2).

I'm guessing I could manually handle the one to many, by making a perl (dictionary/pair??) array (sorry if terminology is hopeless, no recent perl experience either). And then set CF2 based on this lookup. But I would prefer to be able to


a)      Create a lookup table in RT and give queue admins the right to CRUD it

a.       Is there a mechanism/extension in RT4 to do this?

b)      Is there also a mechanism of external lookup tables to be queried in the RT schema without kludging in some manual DBI:: into the scrip.


Or is there a better way entirely??

To set the scene, I'm after a user being able to set the newspaper masthead they work for via a  populated dropdown custom field, many mastheads may map to one database, and one terminal server so something like

Masthead,Database
Border Mail, RegionalDB
Ballarat Courier, REgionalDB
SMH, MetroDB
TheAge, MetroDB
Mercury, MetroDB


CF1 would be where you select the masthead, CF2 would result in showing the associated Database.

Note that there could be hundreds, and they may change regularly hence the desire to provide some sort of CRUD interface rather than hand coding it within a Scrip.

Any suggestions/pointers would be gratefully received.

Thanks in advance,

Roger.


--
Roger Lockerbie
IT Special Projects Manager
Fairfax Media
--
1 McKoy St, Wodonga VIC 3690
T 02 6024 0677 | M 0419 224 383 | F 02 6024 0606
rlockerbie at fairfaxmedia.com.au<mailto:rlockerbie at fairfaxmedia.com.au> | www.fairfaxmedia.com.au<http://www.theage.com.au/>

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The information contained in this e-mail message and any accompanying files is or may be confidential. If you are not the intended recipient, any use, dissemination, reliance, forwarding, printing or copying of this e-mail or any attached files is unauthorised. This e-mail is subject to copyright. No part of it should be reproduced, adapted or communicated without the written consent of the copyright owner. If you have received this e-mail in error please advise the sender immediately by return e-mail or telephone and delete all copies. Fairfax does not guarantee the accuracy or completeness of any information contained in this e-mail or attached files. Internet communications are not secure, therefore Fairfax does not accept legal responsibility for the contents of this message or attached files.
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From fireskyer at gmx.de  Fri Jul 15 03:45:06 2011
From: fireskyer at gmx.de (john s.)
Date: Fri, 15 Jul 2011 00:45:06 -0700 (PDT)
Subject: [rt-users] Plack::Handler::Starlet dependency error,
 RT 4.0.1 on RHEL-6
In-Reply-To: <20110715020815.GR27846@jibsheet.com>
References: <4E1F67D3.9080403@mail.sdsu.edu>
	<20110714223216.GQ27846@jibsheet.com>
	<4E1F70D7.6090806@mail.sdsu.edu>
	<20110715020815.GR27846@jibsheet.com>
Message-ID: <32066599.post@talk.nabble.com>



Hello Gene 


I had the same problem as you ....


so  a user give me the advise to install the module server:starter with
cpanplus...

nothing changed...

so i tried to uninstall the module with cpanminus

.. and then reinstall it ... 

and suprisingly the depencies problems are gone away 


may this could help 

best regards john ...





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View this message in context: http://old.nabble.com/Plack%3A%3AHandler%3A%3AStarlet-dependency-error%2C-RT-4.0.1-on-RHEL-6-tp32064884p32066599.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From fireskyer at gmx.de  Fri Jul 15 05:56:45 2011
From: fireskyer at gmx.de (john s.)
Date: Fri, 15 Jul 2011 02:56:45 -0700 (PDT)
Subject: [rt-users] Tuning RT4
In-Reply-To: <20110713200616.GO27846@jibsheet.com>
References: <CAE7nvVTc6D+a+mSPSymDAk=K9R=BcMQGCpJBWfxOYWSwEUuhNA@mail.gmail.com>
	<20110713200616.GO27846@jibsheet.com>
Message-ID: <32067302.post@talk.nabble.com>



hello guys 

in this thread there  are only recommendations for the old module modperl 
...

why? is the fcgif module not so performant ... as the modperl module?


best regards john 
-- 
View this message in context: http://old.nabble.com/Tuning-RT4-tp32056508p32067302.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From jledford at biltmore.com  Fri Jul 15 06:40:35 2011
From: jledford at biltmore.com (Jason Ledford)
Date: Fri, 15 Jul 2011 06:40:35 -0400
Subject: [rt-users] Import from Old System and Set Resolved Date
Message-ID: <435CB3214F92FD4E8E5CEEB86A2044024111973C8A@MAILBOX.tbcnet.biltmore.com>

Let me rephrase the question and change the subject.  How can I migrate my old work orders from an old system and set the resolved date?  When I do this with the offline tool, even though it has the resolved field for me to fill out, it ignores that and sets the date to now().  Is there any other way to import from another system where I can accuratly set that date?
________________________________________
From: Jason Ledford
Sent: Wednesday, July 13, 2011 7:12 AM
To: rt-users at lists.bestpractical.com
Subject: Re: imports with the offline tool not taking resolved date

Sorry, I know this is an older email http://www.gossamer-threads.com/lists/rt/users/73345?search_string=offline%20resolved%20date;#73345
but I am trying to do this and have a question about what the last person suggests.  I can't find that code in the CreateTicket code like suggested, I am sure I just don't know what I am looking at.  Using RT 3.8.9.

Thanks for any help.


From n.anastasiou at wildern.hants.sch.uk  Fri Jul 15 10:29:21 2011
From: n.anastasiou at wildern.hants.sch.uk (nanastasiou)
Date: Fri, 15 Jul 2011 07:29:21 -0700 (PDT)
Subject: [rt-users]  New RT Installation and corrupter RT Graphics??
Message-ID: <32068825.post@talk.nabble.com>


Hi,

After compiling and installing, I set up the mysql database, configured
RT_SiteConfig.pm and rt4.conf but when i try to get into it the page doesn't
show up properly???

http://old.nabble.com/file/p32068825/rt4.JPG rt4.JPG 
http://old.nabble.com/file/p32068825/rt4.conf rt4.conf 
http://old.nabble.com/file/p32068825/RT_SiteConfig.pm RT_SiteConfig.pm 

I have attached a screenshot, the rt4.conf file and the RT_SiteConfig.pm
file. Any ideas?

-- 
View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupter-RT-Graphics---tp32068825p32068825.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From n.anastasiou at wildern.hants.sch.uk  Fri Jul 15 10:29:58 2011
From: n.anastasiou at wildern.hants.sch.uk (nanastasiou)
Date: Fri, 15 Jul 2011 07:29:58 -0700 (PDT)
Subject: [rt-users]  New RT Installation and corrupted RT Graphics??
Message-ID: <32068825.post@talk.nabble.com>


Hi,

After compiling and installing, I set up the mysql database, configured
RT_SiteConfig.pm and rt4.conf but when i try to get into it the page doesn't
show up properly???

http://old.nabble.com/file/p32068825/rt4.JPG rt4.JPG 
http://old.nabble.com/file/p32068825/rt4.conf rt4.conf 
http://old.nabble.com/file/p32068825/RT_SiteConfig.pm RT_SiteConfig.pm 

I have attached a screenshot, the rt4.conf file and the RT_SiteConfig.pm
file. Any ideas?

-- 
View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32068825.html
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From kfcrocker at lbl.gov  Fri Jul 15 12:19:09 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 15 Jul 2011 09:19:09 -0700
Subject: [rt-users] help with duration calculation
Message-ID: <CABqKps_=bUf=J+-pydggK4EfezttPnZRMQ6gdv_S043NPPNFVw@mail.gmail.com>

To list,

I got the "Diff" feature to run. What I don't know how to code is a
calculation that will calculate actual workdays and not include weekends and
holidays. Does anyone have any code like that laying around?

Kenn
LBNL
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From kfcrocker at lbl.gov  Fri Jul 15 12:23:18 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 15 Jul 2011 09:23:18 -0700
Subject: [rt-users] Import from Old System and Set Resolved Date
In-Reply-To: <435CB3214F92FD4E8E5CEEB86A2044024111973C8A@MAILBOX.tbcnet.biltmore.com>
References: <435CB3214F92FD4E8E5CEEB86A2044024111973C8A@MAILBOX.tbcnet.biltmore.com>
Message-ID: <CABqKps8ZMXwUsCNHwAkdGgoCp_sqkWC0uzWwRZfqe7R1PtZpuQ@mail.gmail.com>

Jason,

If you're using the API and you are setting the status to resolved, then RT
is going to set that date to now. What I recommend is creating a Custom Date
Field and putting your original resolved date into that and then after
conversion, run some SQL that will change the resolved date (don't forget to
include the "To" date in the TRANSACTION Record) to the value in that Custom
Field.

That's the best idea I have. Hope it helps.

Kenn
LBNL

On Fri, Jul 15, 2011 at 3:40 AM, Jason Ledford <jledford at biltmore.com>wrote:

> Let me rephrase the question and change the subject.  How can I migrate my
> old work orders from an old system and set the resolved date?  When I do
> this with the offline tool, even though it has the resolved field for me to
> fill out, it ignores that and sets the date to now().  Is there any other
> way to import from another system where I can accuratly set that date?
> ________________________________________
> From: Jason Ledford
> Sent: Wednesday, July 13, 2011 7:12 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: imports with the offline tool not taking resolved date
>
> Sorry, I know this is an older email
> http://www.gossamer-threads.com/lists/rt/users/73345?search_string=offline%20resolved%20date;#73345
> but I am trying to do this and have a question about what the last person
> suggests.  I can't find that code in the CreateTicket code like suggested, I
> am sure I just don't know what I am looking at.  Using RT 3.8.9.
>
> Thanks for any help.
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
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From trs at bestpractical.com  Fri Jul 15 12:24:41 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 15 Jul 2011 12:24:41 -0400
Subject: [rt-users] help with duration calculation
In-Reply-To: <CABqKps_=bUf=J+-pydggK4EfezttPnZRMQ6gdv_S043NPPNFVw@mail.gmail.com>
References: <CABqKps_=bUf=J+-pydggK4EfezttPnZRMQ6gdv_S043NPPNFVw@mail.gmail.com>
Message-ID: <4E2069C9.60107@bestpractical.com>

On 07/15/2011 12:19 PM, Kenneth Crocker wrote:
> I got the "Diff" feature to run. What I don't know how to code is a
> calculation that will calculate actual workdays and not include weekends
> and holidays. Does anyone have any code like that laying around?

This is what our Business::Hours is for.  It's used in the SLA extension.


From kfcrocker at lbl.gov  Fri Jul 15 12:56:12 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 15 Jul 2011 09:56:12 -0700
Subject: [rt-users] help with duration calculation
In-Reply-To: <4E2069C9.60107@bestpractical.com>
References: <CABqKps_=bUf=J+-pydggK4EfezttPnZRMQ6gdv_S043NPPNFVw@mail.gmail.com>
	<4E2069C9.60107@bestpractical.com>
Message-ID: <CABqKps-gA-Z+Bap99YU2Zn1cGFNS28eP-23zv_=punFaq-fDmw@mail.gmail.com>

Thomas,

Sorry to be a dummy. I never read anything about that. I'll check out SLA
extension, but that doesn't ring a bell either. We're just on 3.8.7 with few
extensions.

Kenn
LBNL

On Fri, Jul 15, 2011 at 9:24 AM, Thomas Sibley <trs at bestpractical.com>wrote:

> On 07/15/2011 12:19 PM, Kenneth Crocker wrote:
> > I got the "Diff" feature to run. What I don't know how to code is a
> > calculation that will calculate actual workdays and not include weekends
> > and holidays. Does anyone have any code like that laying around?
>
> This is what our Business::Hours is for.  It's used in the SLA extension.
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
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From gleach at btisystems.com  Fri Jul 15 13:12:40 2011
From: gleach at btisystems.com (Gerrard Leach)
Date: Fri, 15 Jul 2011 13:12:40 -0400
Subject: [rt-users] Error when receiving emails from external (e.g. gmail)
	accounts
Message-ID: <5D3B4820FE8D574AAA09609D5AECF6C2035AF0F5EF@mail.btisystems.com>

Hello,
I have recently come to own our RT deployment and have little knowledge of the software, I have just purchased and started reading the RT Essentials book. Additionally, I have searched the archives where one person has detailed this error message on a non-production system where a number of tables were cleared out.

We are receiving an error when non-corporate user accounts send email to our help desk within our production system.

We are using version 3.8.7 and are seeing the following error when these emails are received.

This sounds permissions related somehow.
Thanks for any help you can provide.
Gerrard
___________________________________________________
RT server error.

The RT server which handled your email did not behave as expected. It
said:

Can't call method "HasRight" on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1277.

Stack:
[/opt/rt3/bin/../lib/RT/User_Overlay.pm:1277]
[/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:1223]
[/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:1188]
[/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:635]
[/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:484]
[/opt/rt3/bin/../lib/RT/Interface/Email.pm:1560]
[/opt/rt3/bin/../lib/RT/Interface/Email.pm:1377]
[/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]

"|/etc/smrsh/rt-mailgate --queue IT --action correspond --url http://rt.domain.com/"... Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL
Warning: message still undelivered after 4 hours
Will keep trying until message is 5 days old
Download (untitled)
message/delivery-status 456b
Reporting-MTA: dns; rt.domain.com
Arrival-Date: Thu, 14 Jul 2011 14:46:22 -0400

Original-Recipient: rfc822;btiit at domain.com
Final-Recipient: RFC822; btiit at rt.domain.com
X-Actual-Recipient: X-Unix; |/etc/smrsh/rt-mailgate --queue IT --action correspond --url http://rt.domain.com/
Action: delayed
Status: 4.2.0
Diagnostic-Code: X-Unix; 75
Last-Attempt-Date: Thu, 14 Jul 2011 19:51:38 -0400
Will-Retry-Until: Tue, 19 Jul 2011 14:46:22 -0400


From gleduc at mail.sdsu.edu  Fri Jul 15 16:04:12 2011
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Fri, 15 Jul 2011 13:04:12 -0700
Subject: [rt-users] Plack::Handler::Starlet dependency error,
 RT 4.0.1 on RHEL-6
In-Reply-To: <20110715020815.GR27846@jibsheet.com>
References: <4E1F67D3.9080403@mail.sdsu.edu>
	<20110714223216.GQ27846@jibsheet.com>
	<4E1F70D7.6090806@mail.sdsu.edu>
	<20110715020815.GR27846@jibsheet.com>
Message-ID: <4E209D3C.1080304@mail.sdsu.edu>

Hi Kevin,

On 7/14/2011 7:08 PM, Kevin Falcone wrote:
> On Thu, Jul 14, 2011 at 03:42:31PM -0700, Gene LeDuc wrote:
>>
>> The Test::TCP thing is a bit of a mystery to me.  I saw it when I
>> installed all the dependencies a couple days ago so I tried to
>> install it.  Here's the result:
>>
>> cpan[1]>  install Test::TCP
>> CPAN: Storable loaded ok (v2.30)
>> Going to read '/root/.cpan/Metadata'
>>    Database was generated on Thu, 14 Jul 2011 19:40:27 GMT
>> CPAN: Module::CoreList loaded ok (v2.18)
>> Test::TCP is up to date (1.13).
>>
>> So it's there, but testdeps isn't seeing it.
>
> This is usually permissions or 2 different perls

I used cpanm to reinstall Test::TCP and now testdeps sees it.  I'm 
almost certain that there's only 1 perl on this system; it's a 
nearly-new RHEL-6 install (I'm the one who built it).  Other than apache 
and RT, nothing else has been installed.  How would I determine if there 
are multiple perls installed?

>> I've also tried installing Server::Starter by itself and I get the
>> same error messages about uninitialized values and an unopened file
>> handle.
>>
>> Writing Makefile for Server::Starter
>> Use of uninitialized value in ref-to-glob cast at
>> /usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
>> Use of uninitialized value in ref-to-glob cast at
>> /usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
>> flock() on unopened filehandle at
>> /usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
>> Bad file descriptor at
>> /usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
>> END failed--call queue aborted.
>
> It's worth seeing if selinux is blocking flock for this perl program.

I put selinux into permissive (it was set to enforcing), then removed 
and reinstalled Server::Starter (using cpanm) with the same results.  Is 
this error being thrown by a Server::Starter issue or is it from 
whatever process is trying to write the compiled module to disk?

> You may get more information by running perl Makefile.PL on
> Server-Starter manually and seeing if it gives you anything

I ran the following manually:
[root at bogus Server-Starter-0.11]# perl Makefile.PL
[root at bogus Server-Starter-0.11]# make
[root at bogus Server-Starter-0.11]# make install
[root at bogus Server-Starter-0.11]# make test
   (stuff removed for brevity)
   All tests successful.
   Files=4, Tests=42, 28 wallclock secs ( 0.02 usr  0.00 sys +  0.39 
cusr  0.08 csys =  0.49 CPU)
   Result: PASS


So it looks like Server::Starter installed Ok.

So then I run cpan-t Server::Starter and get the same errors as before., 
including
- Test::TCP       ...missing. (would need 0.11)

Running testdeps doesn't flag Test::TCP

Running cpan -t Test::TCP results in:
Result: PASS
   TOKUHIROM/Test-TCP-1.13.tar.gz
   /usr/bin/make test -- OK


So I'm baffled.
1. make testdeps says that all dependencies are found
2. cpan -t Server::Starter says that Test::TCP is missing and throws 
flock() and bad file descriptor errors at line 104 of 
share/perl5/Test/SharedFork/Store.pm
3. cpan -t Test::TCP says it's installed and good
4. cpanm --reinstall Server::Starter says it's installed and good
5. cpanm --reinstall Plack::Handler::Starlet says it's installed and good

Should I believe testdeps and continue with RT installation?  Os is this 
something that might bite me in the caboose?

Thanks,
Gene


From ryanfrantz at informed-llc.com  Fri Jul 15 16:24:57 2011
From: ryanfrantz at informed-llc.com (Ryan Frantz)
Date: Fri, 15 Jul 2011 16:24:57 -0400 (EDT)
Subject: [rt-users] Ticket First Response Report (was Re: Ticket Lifetime
 Report)
In-Reply-To: <BANLkTikT6MDbJkcDEtQHSnKjDGDcq20WqQ@mail.gmail.com>
Message-ID: <414733175.69121.1310761497396.JavaMail.root@zimbra.informed-llc.com>


List, 


Per a request from sebsua at gmail.com, I'm providing a script I recently completed that generates a simple report demonstrating the response time for all tickets returned in a given query. The purpose of this report is to understand if an internal service level for response time is being met. My service level is to have all tickets addressed within 30 minutes of submission; I also want to know how far beyond that service level tickets are being addressed, hence the histogram bins ranging from 15 minutes to 2 hours. Modify it as you see fit for your purposes (i.e. the histogram bins).  The script could be a little more dynamic, but it works.


-- begin rtTicketFirstResponse.pl --

#!/usr/bi/perl

#
# rtTicketFirstResponse.pl - query RT and generate a report on how long it took to respond to a request
# Author: Ryan Frantz ryanfrantz [at] informed-llc [dot] com
#

use warnings;
use strict;

use lib "/usr/local/rt/lib/";

use RT;
use RT::User;
use RT::Interface::CLI qw( CleanEnv GetCurrentUser );

use Date::Calc qw( Date_to_Time );
use Time::Interval;

## start me up!

# set the stage...
CleanEnv();
RT::LoadConfig;
RT::Init;

my $currentUser = GetCurrentUser();
my $tickets = RT::Tickets->new( $currentUser );
my $query = qq[ Created > '1 month ago' AND Queue = 'Support Desk' AND Status = 'resolved' ];

my $binThreshold = '7200';      # 2 hours, in seconds
# define the response times for each bin; in seconds
my %histogramData = (
        '900'   =>      '0',    # 15min
        '1800'  =>      '0',    # 30min
        '2700'  =>      '0',    # 45min
        '3600'  =>      '0',    # 1hour
        '4500'  =>      '0',    # 1hour15min
        '5400'  =>      '0',    # 1hour30min
        '6300'  =>      '0',    # 1hour45min
        $binThreshold   =>      '0',    # 2hours
        #'more' =>      '0'     # $binThreshold + 1; we'll add this key in at the end
);

my $numAboveBinThreshold;
sub tallyResponseTime {

        my $responseTime = shift;
        #print "\nTEST VALUE: $responseTime\n"; # debug
        my $rangeLow = '0';

        foreach my $binResponseTime ( sort { $a <=> $b } keys %histogramData ) {        # ensure a numeric sort; not ASCII-betical
                if ( $responseTime >= $rangeLow and $responseTime < $binResponseTime ) {
                        $histogramData{ $binResponseTime }++;
                        last;   # no need to continue
                } elsif ( $responseTime > $binThreshold ) {
                        $numAboveBinThreshold++;        # we'll add this value to a 'more' key in the hash at the end of the script
                        last;
                }

                $rangeLow = $binResponseTime;
        }

}       # end tallyResponseTime()

my $validQuery = $tickets->FromSQL( $query );
#print "VALID QUERY!\n" if $validQuery; # debug

# iterate over the transactions, find those where Type == Status, then where status changes from 'new' to 'open' or 'new' to 'resolved'
# and compare the date the transaction was created against the Created date for the ticket
# NOTE: I've seen tickets move from 'new' to 'resolved' because techs log the ticket after resolving the issue (i.e. password resets); we need these too
my $totalTickets = '0';
while ( my $ticket = $tickets->Next() ) {
        my $dateTicketCreated = $ticket->CreatedObj->Get( Timezone => 'server' );
        my $transactions = RT::Transactions->new( $currentUser );
        $transactions->LimitToTicket( $ticket->id );

        while ( my $transaction = $transactions->Next() ) {
                next unless $transaction->Type eq 'Status';
                next unless ( ($transaction->OldValue eq 'new' and $transaction->NewValue eq 'open') or ($transaction->OldValue eq 'new' and $transaction->NewValue eq 'resolved') );   # only new -> open transactions

                my $dateTransactionCreated = $transaction->CreatedObj->Get( Timezone => 'server' );
                my @dateTicketCreated = split( /-|:| /, $dateTicketCreated );
                my @dateTransactionCreated = split( /-|:| /, $dateTransactionCreated );
                my $timeTicketCreated = Date_to_Time( @dateTicketCreated );     # seconds since epoch
                my $timeTransactionCreated = Date_to_Time( @dateTransactionCreated );   # seconds since epoch
                my $timeDiff = $timeTransactionCreated - $timeTicketCreated;

                tallyResponseTime( $timeDiff );
                $totalTickets++;
        }
}

# after all tallies, add the key/value pair for those tickets whose response time was above our bin threshold
$histogramData{ $binThreshold + 1 } = $numAboveBinThreshold;    # 7201 seconds

# report!
print "\n" . localtime() . "\n";
print "\nQUERY: $query\n\n";
foreach my $key ( sort { $a <=> $b } keys %histogramData ) {    # ensure a numeric sort; not ASCII-betical
        my $timeInterval = parseInterval( seconds => $key );
        if ( $key < 7201 ) {
                print "< ";
        } else {
                print "> ";
        }
        print $timeInterval->{'hours'} . 'h ' . $timeInterval->{'minutes'} . 'm: ' . $histogramData{ $key } . "\n";
}

print "\nTOTAL TICKETS: $totalTickets\n\n";

-- end rtTicketFirstResponse.pl --

Ryan Frantz
Technical Services Director
InforMed, LLC
410-972-2025 x2131
ryanfrantz at informed-llc.com

----- Original Message ----- 
From: sebsua at gmail.com 
To: "Ryan Frantz" <ryanfrantz at informed-llc.com> 
Cc: rt-users at lists.bestpractical.com 
Sent: Friday, July 1, 2011 3:55:32 PM 
Subject: Re: [rt-users] Ticket Lifetime Report 

Hi Ryan, great to hear you need the same report, cause I'm very 
limited in RT hacking. 
I'll be waiting for that script when you get it done. 

Thx, 
Seb.- 

On Fri, Jul 1, 2011 at 4:43 PM, Ryan Frantz <ryanfrantz at informed-llc.com> wrote: 
> ----- Original Message ----- 
>> From: sebsua at gmail.com 
>> To: "Ryan Frantz" <ryanfrantz at informed-llc.com>, rt-users at lists.bestpractical.com 
>> Sent: Friday, July 1, 2011 3:16:20 PM 
>> Subject: Re: [rt-users] Ticket Lifetime Report 
>> Hi Ryan, 
>> We were looking for this type of report, but with some difference... 
>> Instead of calculate "created to resolved time", we are looking for a 
>> "created to open time" approach. This is because our SLA's are based 
>> on time to reply instead of time to resolution. 
>> 
>> Can you please point me in the right direction to modify the script so 
>> to reflect this? 
> 
> Seb, 
> 
> I've only just started hacking RT, but I believe you'll need to iterate over the transactions for a given ticket to find a transaction type of 'Status' and check it's OldValue for 'new' and a NewValue of 'open', then read the Created field (I'm assuming it returns an RT::Date object). 
> 
> Interestingly, I am looking to report on the same service level so I may have something written for this as well. I'll race you to the finish... 
> 
> Ryan 
> 
> 
>> 
>> Many Thanks, 
>> Seb.- 
>> 
>> On Fri, Jul 1, 2011 at 4:09 PM, John Alberts 
>> <John.Alberts at exlibrisgroup.com> wrote: 
>> > Very nice. Thank you. 
>> > 
>> > ---------- 
>> > 
>> > John Alberts 
>> > 
>> > Cloud Optimization Engineer 
>> > 
>> > Ex Libris (USA) Inc. 
>> > 1350 E. Touhy Ave. Suite 200 East 
>> > Des Plaines, IL 60018 
>> > Phone: 1-219-979-6560 
>> > 
>> > 
>> > 
>> > Follow Ex Libris on Twitter: @exlibrisgroup 
>> > 
>> > From: Ryan Frantz <ryanfrantz at informed-llc.com> 
>> > Date: Fri, 1 Jul 2011 12:28:56 -0400 
>> > To: <rt-users at lists.bestpractical.com> 
>> > Subject: [rt-users] Ticket Lifetime Report 
>> > 
>> > Fellow Users, 
>> > I've written a short script that will generate a simple report 
>> > illustrating 
>> > the lifetime of resolved tickets. It's useful for determining if 
>> > your 
>> > support desk is meeting service levels (i.e. tickets resolved in <= 
>> > 7 days). 
>> > I plan on taking it further in the near future including adding 
>> > email 
>> > support and integrating it into the web interface. For now, you can 
>> > see/get 
>> > the code at 
>> > http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report. 
>> > Ryan Frantz 
>> > Technical Services Director 
>> > InforMed, LLC 
>> > 410-972-2025 x2131 
>> > ryanfrantz at informed-llc.com 
>> > -------- 2011 Training: 
>> > http://bestpractical.com/services/training.html 
>> > 
>> > -------- 
>> > 2011 Training: http://bestpractical.com/services/training.html 
>> > 
> 
> -------- 
> 2011 Training: http://bestpractical.com/services/training.html 


From brennanma at gmail.com  Fri Jul 15 17:36:30 2011
From: brennanma at gmail.com (Matt Brennan)
Date: Fri, 15 Jul 2011 17:36:30 -0400
Subject: [rt-users] Scrip Issue: Notify other recipients if not created by
	queue manager
Message-ID: <CACLBzurvkqUVTo9NUavf1okytaDhNz_jMt_QV_vA=9TRiv2oxg@mail.gmail.com>

Greetings,

  This one has been stumping me for a week now so I figure it's time
to ask for help. I am trying to create two scrips, neither of which I
can get to work. The first and more important is to notify "other
recipients" only if the ticket was not submitted by a member of the
queue managers group for the appropriate queue.

  I.E. A user submits a ticket in the ServerAdmin queue, the queue
managers for that queue get notified. However, if I submit a ticket in
that queue, the rest of the queue managers should not be notified.
Notifying the group is not an issue, however whenever I submit a
ticket it still causes notification. The User Defined condition I have
is:

if ($self->TransactionObj->Type eq 'Create') {
  my $GroupObj = RT::Group->new( $RT::SystemUser );
  $GroupObj->LoadUserDefinedGroup( $self->TicketObj->QueueObj->Name );
  if ($GroupObj->HasMemberRecursively( $self->CurrentUser->PrincipalObj )) {
    return 0;
  }
  return 1;
}

The LoadUserDefinedGroup paramater should be correct -- I have the
group for queue managers named identical to the queue.

Thanks,
Matt Brennan


From RaghavendraLK at sumtotalsystems.com  Sat Jul 16 12:24:47 2011
From: RaghavendraLK at sumtotalsystems.com (Raghavendra Lal Kalyankar)
Date: Sat, 16 Jul 2011 16:24:47 +0000
Subject: [rt-users] Initilizing database: Coredata Inserting Step failing
 (Rights not Granted Error) on Fedora Core 15
Message-ID: <2E8E48D574D3C540B4C5594D6B30E84C06984F@hyd-exch2.sumtotalsystems.com>

Hi

>From the last few days, I am struggling hard to deploy RT on Fedora 15 box as I am still a beginner in linux environment. At last, I could install all the pre-requisites for RT and made sure to resolve all dependencies. However, I am unable to intiliaze the database after the install.



It is failing at

RT::Handle::InsertInitialData('RT::Handle=HASH(0xab35f98)') called at sbin/rt-setup-database line 261
        main::action_coredata('action', 'init', 'skip-create', 1, 'dba', 'root') called at sbin/rt-setup-database line 197 (/usr/share/perl5/Carp.pm:65)
Couldn't finish 'coredata' step.

ERROR: System error. Right not granted.



I thought may be this is a user permission issue and hence, I created a user (rt_user) already in mysql and granted all rights to rt database. I used make dropdb option and started the install process again from scratch. But it is still failing.



I searched all the KB articles and blogs available in Wiki and others but could not find a valuable piece. I request you to shed some light in this regard or let me know whom to reach for help.



Thanks

Raghu




This message and any attachments thereto contain information that may be privileged, confidential or otherwise protected from disclosure and is the property of SumTotal Systems, Inc.  It is intended only for the person to whom it is addressed.  If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message, any attachments thereto or any part thereof.  If you receive this message in error, please notify me at RaghavendraLK at sumtotalsystems.com<mailto:RaghavendraLK at sumtotalsystems.com> and delete all copies of this message and attachments.   SumTotal Systems, Inc. has implemented anti-virus software on its computers and servers, however, it is the recipient's own responsibility to ensure that all attachments are scanned for viruses prior to usage.
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From jledford at biltmore.com  Sat Jul 16 14:44:20 2011
From: jledford at biltmore.com (Jason Ledford)
Date: Sat, 16 Jul 2011 14:44:20 -0400
Subject: [rt-users] Import from Old System and Set Resolved Date
In-Reply-To: <CABqKps8ZMXwUsCNHwAkdGgoCp_sqkWC0uzWwRZfqe7R1PtZpuQ@mail.gmail.com>
References: <435CB3214F92FD4E8E5CEEB86A2044024111973C8A@MAILBOX.tbcnet.biltmore.com>
	<CABqKps8ZMXwUsCNHwAkdGgoCp_sqkWC0uzWwRZfqe7R1PtZpuQ@mail.gmail.com>
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440241121246BE@MAILBOX.tbcnet.biltmore.com>

That's not a bad idea, and I ended up importing my ~17000 tickets and imported the resolved date into the starts date,  and then in phpmyadmin I did
update `Tickets` set `Resolved` = `Starts` where `Queue` = '4'

Now my question is can I now move all the tickets with?
update `Tickets` set  `Queue` = '3' where `Queue` = '4'

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: Friday, July 15, 2011 12:23 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Import from Old System and Set Resolved Date

Jason,

If you're using the API and you are setting the status to resolved, then RT is going to set that date to now. What I recommend is creating a Custom Date Field and putting your original resolved date into that and then after conversion, run some SQL that will change the resolved date (don't forget to include the "To" date in the TRANSACTION Record) to the value in that Custom Field.

That's the best idea I have. Hope it helps.

Kenn
LBNL
On Fri, Jul 15, 2011 at 3:40 AM, Jason Ledford <jledford at biltmore.com<mailto:jledford at biltmore.com>> wrote:
Let me rephrase the question and change the subject.  How can I migrate my old work orders from an old system and set the resolved date?  When I do this with the offline tool, even though it has the resolved field for me to fill out, it ignores that and sets the date to now().  Is there any other way to import from another system where I can accuratly set that date?
________________________________________
From: Jason Ledford
Sent: Wednesday, July 13, 2011 7:12 AM
To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: imports with the offline tool not taking resolved date

Sorry, I know this is an older email http://www.gossamer-threads.com/lists/rt/users/73345?search_string=offline%20resolved%20date;#73345
but I am trying to do this and have a question about what the last person suggests.  I can't find that code in the CreateTicket code like suggested, I am sure I just don't know what I am looking at.  Using RT 3.8.9.

Thanks for any help.

--------
2011 Training: http://bestpractical.com/services/training.html

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From trs at bestpractical.com  Sun Jul 17 11:21:30 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Sun, 17 Jul 2011 11:21:30 -0400
Subject: [rt-users] Import from Old System and Set Resolved Date
In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440241121246BE@MAILBOX.tbcnet.biltmore.com>
References: <435CB3214F92FD4E8E5CEEB86A2044024111973C8A@MAILBOX.tbcnet.biltmore.com>	<CABqKps8ZMXwUsCNHwAkdGgoCp_sqkWC0uzWwRZfqe7R1PtZpuQ@mail.gmail.com>
	<435CB3214F92FD4E8E5CEEB86A20440241121246BE@MAILBOX.tbcnet.biltmore.com>
Message-ID: <4E22FDFA.2030405@bestpractical.com>

On 07/16/2011 02:44 PM, Jason Ledford wrote:
> Now my question is can I now move all the tickets with?
> 
> update `Tickets` set  `Queue` = '3' where `Queue` = '4'

Note that won't record a transaction in each ticket's history.

Thomas


From jledford at biltmore.com  Sun Jul 17 11:33:47 2011
From: jledford at biltmore.com (Jason Ledford)
Date: Sun, 17 Jul 2011 11:33:47 -0400
Subject: [rt-users] Import from Old System and Set Resolved Date
In-Reply-To: <4E22FDFA.2030405@bestpractical.com>
References: <435CB3214F92FD4E8E5CEEB86A2044024111973C8A@MAILBOX.tbcnet.biltmore.com>
	<CABqKps8ZMXwUsCNHwAkdGgoCp_sqkWC0uzWwRZfqe7R1PtZpuQ@mail.gmail.com>
	<435CB3214F92FD4E8E5CEEB86A20440241121246BE@MAILBOX.tbcnet.biltmore.com>
	<4E22FDFA.2030405@bestpractical.com>
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440241121246D3@MAILBOX.tbcnet.biltmore.com>

As long as that's the only implication I think I can live with that.  These are all resolved tickets and I am importing for historical reasons.

Thanks for the help.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Sunday, July 17, 2011 11:22 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Import from Old System and Set Resolved Date

On 07/16/2011 02:44 PM, Jason Ledford wrote:
> Now my question is can I now move all the tickets with?
> 
> update `Tickets` set  `Queue` = '3' where `Queue` = '4'

Note that won't record a transaction in each ticket's history.

Thomas

--------
2011 Training: http://bestpractical.com/services/training.html


From James_Zuelow at ci.juneau.ak.us  Sun Jul 17 19:27:55 2011
From: James_Zuelow at ci.juneau.ak.us (James Zuelow)
Date: Sun, 17 Jul 2011 15:27:55 -0800
Subject: [rt-users] RT::Authen::ExternalAuth and SSO via Apache
	authentication for RT4
Message-ID: <4A09477D575C2C4B86497161427DD94C1631D043E5@city-exchange07>


Google tells me there are people interested in this question that 
aren't finding a solution, so hopefully this is useful to some of them.

I've been evaluating RT for the past week or so, looking at it as an
alternative to our current ticket system. 

One of my requirements is Active Directory integration for our users 
and helpdesk staff allowing for passwordless login/account creation 
with a web browser and correct user information for RT users created via
e-mail. This is easy to accomplish for RT3 with the various overlays on
the wiki, combined with NTLM authentication for Apache.  But I didn't
want to start a new deployment on RT3 now that RT4 is out.  (And I like
the layout better anyway.)

Rewriting the overlays for RT4 looks like too much work.  The simplest
AD method for RT4 is using RT::Authen::ExternalAuth version 0.9's LDAP 
lookup.  That works well, but it presents a problem in that users have 
to enter their username/password to see their self service page.    

In testing I noticed that the debug log was complaining about there not
being a user to authenticate.  Since I still had Apache performing NTLM
authentication, I knew there was user information available via REMOTE_USER.    

Modifying RT::Authen::ExternalAuth's ExternalAuth.pm to take that information
from Apache turned out to be a three line edit. (1)

I am somewhat familiar with Perl, although I am not a Perl guru.  I
didn't audit anything to see if there were any issues.  Right now I am
happy because "It Works For Me" and there are no obvious failures. I
did not sanitize the REMOTE_USER input because I trust winbind not to put
something crazy in there.

I do wonder about the two lines in my log (2) discussing a failure to enable
the user, followed by a successful enabling of the user.

Is this normal for RT::Authen::ExternalAuth, or did I break something?

James Zuelow
Systems Operations Manager
City and Borough of Juneau MIS
(907) 586-0236

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

(1)

(probably get munged by word wrap)
RT::Authen::ExternalAuth version 0.9
Modified: ExternalAuth.pm around line 85

### CBJ BELOW

#if(defined($username)) {
#    $RT::Logger->debug("Pass not going to be checked, attempting SSO"); 
#    $pass_bypass = 1;
if ( defined $ENV{'REMOTE_USER'} ) {
        $username = $ENV{'REMOTE_USER'};
        $RT::Logger->debug("Apache returned REMOTE_USER $username, attempting SSO"); 
        $pass_bypass = 1;

### CBJ ABOVE
} else {

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

(2)


----8<----- snip -----8<----
[Sun Jul 17 22:07:54 2011] [warning]: Couldn't enable user 41 (/usr/share/request-tracker4/lib/RT/User.pm:1066) 
[Sun Jul 17 22:07:54 2011] [info]: User marked as ENABLED ( James_Zuelow ) per External Service (, )
-----8<----- snip -----8<----- 


From n.anastasiou at wildern.hants.sch.uk  Mon Jul 18 08:16:14 2011
From: n.anastasiou at wildern.hants.sch.uk (nanastasiou)
Date: Mon, 18 Jul 2011 05:16:14 -0700 (PDT)
Subject: [rt-users] New RT Installation and corrupted RT Graphics??
In-Reply-To: <32068825.post@talk.nabble.com>
References: <32068825.post@talk.nabble.com>
Message-ID: <32082739.post@talk.nabble.com>


Anyone can help?



nanastasiou wrote:
> 
> Hi,
> 
> After compiling and installing, I set up the mysql database, configured
> RT_SiteConfig.pm and rt4.conf but when i try to get into it the page
> doesn't show up properly???
> 
>  http://old.nabble.com/file/p32068825/rt4.JPG rt4.JPG 
> http://old.nabble.com/file/p32068825/rt4.conf rt4.conf 
> http://old.nabble.com/file/p32068825/RT_SiteConfig.pm RT_SiteConfig.pm 
> 
> I have attached a screenshot, the rt4.conf file and the RT_SiteConfig.pm
> file. Any ideas?
> 
> 

-- 
View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32082739.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From trs at bestpractical.com  Mon Jul 18 08:34:38 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 18 Jul 2011 08:34:38 -0400
Subject: [rt-users] RT::Authen::ExternalAuth and SSO via
 Apache	authentication for RT4
In-Reply-To: <4A09477D575C2C4B86497161427DD94C1631D043E5@city-exchange07>
References: <4A09477D575C2C4B86497161427DD94C1631D043E5@city-exchange07>
Message-ID: <4E24285E.3040704@bestpractical.com>

On 07/17/2011 07:27 PM, James Zuelow wrote:
> In testing I noticed that the debug log was complaining about there not
> being a user to authenticate.  Since I still had Apache performing NTLM
> authentication, I knew there was user information available via REMOTE_USER.    
> 
> Modifying RT::Authen::ExternalAuth's ExternalAuth.pm to take that information
> from Apache turned out to be a three line edit. (1)

The reason RT::Authen::ExternalAuth doesn't do this is because RT itself
has the ability to authenticate using the information in REMOTE_USER.
Look at the WebExternal settings in etc/RT_Config.pm.  It'll be much
more maintainable to use RT's built-in support rather than a hacked up
extension you have to patch every time you upgrade.

Cheers,
Thomas


From trs at bestpractical.com  Mon Jul 18 08:36:05 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 18 Jul 2011 08:36:05 -0400
Subject: [rt-users] New RT Installation and corrupted RT Graphics??
In-Reply-To: <32082739.post@talk.nabble.com>
References: <32068825.post@talk.nabble.com> <32082739.post@talk.nabble.com>
Message-ID: <4E2428B5.5070005@bestpractical.com>

On 07/18/2011 08:16 AM, nanastasiou wrote:
> Anyone can help?

In all likelihood you've misconfigured apache, but without the RT error
logs and apache configuration, we can't really help you.

Cheers,
Thomas


From n.anastasiou at wildern.hants.sch.uk  Mon Jul 18 09:02:51 2011
From: n.anastasiou at wildern.hants.sch.uk (nanastasiou)
Date: Mon, 18 Jul 2011 06:02:51 -0700 (PDT)
Subject: [rt-users] New RT Installation and corrupted RT Graphics??
In-Reply-To: <4E2428B5.5070005@bestpractical.com>
References: <32068825.post@talk.nabble.com> <32082739.post@talk.nabble.com>
	<4E2428B5.5070005@bestpractical.com>
Message-ID: <32083033.post@talk.nabble.com>


Hi Thomas, what files do i need to check for the apache configuration and the
rt error logs? 



Thomas Sibley wrote:
> 
> On 07/18/2011 08:16 AM, nanastasiou wrote:
>> Anyone can help?
> 
> In all likelihood you've misconfigured apache, but without the RT error
> logs and apache configuration, we can't really help you.
> 
> Cheers,
> Thomas
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html
> 
> 

-- 
View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32083033.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From mmcgrath at carthage.edu  Mon Jul 18 09:06:47 2011
From: mmcgrath at carthage.edu (Max McGrath)
Date: Mon, 18 Jul 2011 08:06:47 -0500
Subject: [rt-users] Restore 3.8.8 DB to 4.0.1
Message-ID: <CAH7EN_pAK5iT-JXLQ-2Q-T2gzXCOf2iM3QOguiLP8opHP38quA@mail.gmail.com>

Hi all -

I have an RT 3.8.8 install we've been using for quite some time (the DB is
200MB) and I also have a fresh 4.0.1 installation.

Are there any reasons why I can't (or shouldn't) take a backup of my 3.8.8
database and restore it to my 4.0.1 installation?

Thanks!

Max

--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From falcone at bestpractical.com  Mon Jul 18 10:47:40 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 18 Jul 2011 10:47:40 -0400
Subject: [rt-users] GnuPG encryption to AdminCCs
In-Reply-To: <4E1F6647.5020108@astro.princeton.edu>
References: <4E1F6647.5020108@astro.princeton.edu>
Message-ID: <20110718144740.GS27846@jibsheet.com>

On Thu, Jul 14, 2011 at 05:57:27PM -0400, Steve Huston wrote:
> I've been experimenting with GnuPG encryption on the queue we have, and
> I like how it handles things.  I did, however, notice one bit of
> strangeness.
> 
> I tried to add a comment to a ticket and encrypt it through the web
> interface, and was met with the error "You are going to encrypt outgoing
> email messages, but there is a problem with a recipient's public key.
> You have to fix the problem with the key, disable sending a message to
> that recipient, or disable encryption."
> 
> The problem is that the user in question will not be receiving a copy of
> the message - they are not an AdminCC, only a CC.  Yes, I can go down
> and uncheck the box for him in "On Correspond Notify Requestors and Ccs"
> but since this is a comment anyway I think it might be a bug that it's
> checking.  If so, I'm happy to go file a proper ticket - just wanted to
> clear it up here first.

If you Comment, why is "On Correspond Notify Requestors and Ccs"
running?  That only runs for Reply/Correspondence transactions.

-kevin
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From falcone at bestpractical.com  Mon Jul 18 10:54:01 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 18 Jul 2011 10:54:01 -0400
Subject: [rt-users] Custom Fields (Applies to Ticket Transactions) - not
 saving at ticket level
In-Reply-To: <0F5FC019E0CDF3459EE1B8D44E850727480CA63950@BNE-EXCH.coloradogroup.com.au>
References: <0F5FC019E0CDF3459EE1B8D44E850727480CA6366F@BNE-EXCH.coloradogroup.com.au>
	<20110712220058.GE27846@jibsheet.com>
	<0F5FC019E0CDF3459EE1B8D44E850727480CA6377B@BNE-EXCH.coloradogroup.com.au>
	<20110713142550.GL27846@jibsheet.com>
	<0F5FC019E0CDF3459EE1B8D44E850727480CA63950@BNE-EXCH.coloradogroup.com.au>
Message-ID: <20110718145401.GT27846@jibsheet.com>

On Fri, Jul 15, 2011 at 10:50:25AM +1000, Joanne Keown wrote:
> BTW, does anyone know if the RT user manual (RT Essentials) been updated for RT4?

O'Reilly commissions new editions based on demand.  Writing to them to
express your interest is probably the easiest thing to do.

Luckily, many of the example configurations and basic concepts still
apply in RT4, even if the screenshots are older.

-kevin
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From falcone at bestpractical.com  Mon Jul 18 10:57:23 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 18 Jul 2011 10:57:23 -0400
Subject: [rt-users] Best way to make one custom field change,
 based on entry in another, using a many to one scenario
In-Reply-To: <C89BA0956F502C4CBDC1C57C2C8877C51660EC9DA2@EXMBSYD2.ffx.jfh.com.au>
References: <C89BA0956F502C4CBDC1C57C2C8877C51660EC9DA2@EXMBSYD2.ffx.jfh.com.au>
Message-ID: <20110718145723.GU27846@jibsheet.com>

On Fri, Jul 15, 2011 at 12:13:52PM +1000, Roger Lockerbie wrote:
>    To set the scene, I'm after a user being able to set the newspaper masthead they work for via
>    a  populated dropdown custom field, many mastheads may map to one database, and one terminal
>    server so something like
> 
>    Masthead,Database
>    Border Mail, RegionalDB
>    Ballarat Courier, REgionalDB
>    SMH, MetroDB
>    TheAge, MetroDB
>    Mercury, MetroDB
> 
>    CF1 would be where you select the masthead, CF2 would result in showing the associated
>    Database.
> 
>    Note that there could be hundreds, and they may change regularly hence the desire to provide
>    some sort of CRUD interface rather than hand coding it within a Scrip.
> 
>    Any suggestions/pointers would be gratefully received.

You may be able to do some of what you want with Linked customfields
and/or external custom fields.  You should see the linking mechanism
in the Admin UI when you have a select one custom field, and you can
find external custom fields documentation in the docs directory.

-kevin
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From huston at astro.princeton.edu  Mon Jul 18 11:00:56 2011
From: huston at astro.princeton.edu (Steve Huston)
Date: Mon, 18 Jul 2011 11:00:56 -0400
Subject: [rt-users] GnuPG encryption to AdminCCs
In-Reply-To: <20110718144740.GS27846@jibsheet.com>
References: <4E1F6647.5020108@astro.princeton.edu>
	<20110718144740.GS27846@jibsheet.com>
Message-ID: <4E244AA8.9050707@astro.princeton.edu>

On 7/18/11 10:47 AM, Kevin Falcone wrote:
> If you Comment, why is "On Correspond Notify Requestors and Ccs"
> running?  That only runs for Reply/Correspondence transactions.

I have no idea, but it does.  See
http://dl.dropbox.com/u/2320220/update.png and
http://dl.dropbox.com/u/2320220/update-error.png

I clicked on "Comment" from the action menu, selected encrypt and sign,
typed the message, took the screen shot, clicked update and got the
error.  The only two scrips that appear to act on comment are to notify
AdminCcs and Other Recipients (and on transaction notify owner, but he's
not an owner either).  All scrips for the queue:
http://dl.dropbox.com/u/2320220/scrips.png

-- 
Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences
  Princeton University  |    ICBM Address: 40.346525   -74.651285
    206 Peyton Hall     |"On my ship, the Rocinante, wheeling through
  Princeton, NJ   08544 | the galaxies; headed for the heart of Cygnus,
    (267) 793-0852      | headlong into mystery."  -Rush, 'Cygnus X-1'


From fireskyer at gmx.de  Mon Jul 18 11:02:59 2011
From: fireskyer at gmx.de (john s.)
Date: Mon, 18 Jul 2011 08:02:59 -0700 (PDT)
Subject: [rt-users] New RT Installation and corrupted RT Graphics??
In-Reply-To: <32083033.post@talk.nabble.com>
References: <32068825.post@talk.nabble.com> <32082739.post@talk.nabble.com>
	<4E2428B5.5070005@bestpractical.com>
	<32083033.post@talk.nabble.com>
Message-ID: <32083911.post@talk.nabble.com>



All apache files which are relevant for the rt instance.

It depends on in which way you have build your apache infrastructure ...

for example :

you can manage apache with virtual host files or one main httpd.conf .. or
you can include additional configs... 

if you have no idea about the apache configs... check the 
web_deployment.pod File in your rt4 file under the directory Docs 

best regards john 









-- 
View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32083911.html
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From falcone at bestpractical.com  Mon Jul 18 11:05:31 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 18 Jul 2011 11:05:31 -0400
Subject: [rt-users] Error when receiving emails from external (e.g.
 gmail) accounts
In-Reply-To: <5D3B4820FE8D574AAA09609D5AECF6C2035AF0F5EF@mail.btisystems.com>
References: <5D3B4820FE8D574AAA09609D5AECF6C2035AF0F5EF@mail.btisystems.com>
Message-ID: <20110718150531.GV27846@jibsheet.com>

On Fri, Jul 15, 2011 at 01:12:40PM -0400, Gerrard Leach wrote:
> We are receiving an error when non-corporate user accounts send email to our help desk within our production system.

Do these users have RT User records?  The error implies that they do
not.  Also, without knowing what version of RT-Extension-CommandByMail
that you're running, it isn't possible to look and see what line 484
is doing.

-kevin

> We are using version 3.8.7 and are seeing the following error when these emails are received.
> 
> This sounds permissions related somehow.
> Thanks for any help you can provide.
> Gerrard
> ___________________________________________________
> RT server error.
> 
> The RT server which handled your email did not behave as expected. It
> said:
> 
> Can't call method "HasRight" on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1277.
> 
> Stack:
> [/opt/rt3/bin/../lib/RT/User_Overlay.pm:1277]
> [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:1223]
> [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:1188]
> [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:635]
> [/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:484]
> [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1560]
> [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1377]
> [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]
> 
> "|/etc/smrsh/rt-mailgate --queue IT --action correspond --url http://rt.domain.com/"... Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL
> Warning: message still undelivered after 4 hours
> Will keep trying until message is 5 days old
> Download (untitled)
> message/delivery-status 456b
> Reporting-MTA: dns; rt.domain.com
> Arrival-Date: Thu, 14 Jul 2011 14:46:22 -0400
> 
> Original-Recipient: rfc822;btiit at domain.com
> Final-Recipient: RFC822; btiit at rt.domain.com
> X-Actual-Recipient: X-Unix; |/etc/smrsh/rt-mailgate --queue IT --action correspond --url http://rt.domain.com/
> Action: delayed
> Status: 4.2.0
> Diagnostic-Code: X-Unix; 75
> Last-Attempt-Date: Thu, 14 Jul 2011 19:51:38 -0400
> Will-Retry-Until: Tue, 19 Jul 2011 14:46:22 -0400
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html
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From trs at bestpractical.com  Mon Jul 18 11:05:36 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 18 Jul 2011 11:05:36 -0400
Subject: [rt-users] Restore 3.8.8 DB to 4.0.1
In-Reply-To: <CAH7EN_pAK5iT-JXLQ-2Q-T2gzXCOf2iM3QOguiLP8opHP38quA@mail.gmail.com>
References: <CAH7EN_pAK5iT-JXLQ-2Q-T2gzXCOf2iM3QOguiLP8opHP38quA@mail.gmail.com>
Message-ID: <4E244BC0.40001@bestpractical.com>

On 07/18/2011 09:06 AM, Max McGrath wrote:
> I have an RT 3.8.8 install we've been using for quite some time (the DB
> is 200MB) and I also have a fresh 4.0.1 installation.  
> 
> Are there any reasons why I can't (or shouldn't) take a backup of my
> 3.8.8 database and restore it to my 4.0.1 installation?

You can do that as long as you run all the upgrade steps between 3.8.8
and 4.0.1 on the restored database.

Thomas


From falcone at bestpractical.com  Mon Jul 18 11:10:15 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 18 Jul 2011 11:10:15 -0400
Subject: [rt-users] Plack::Handler::Starlet dependency error,
 RT 4.0.1 on RHEL-6
In-Reply-To: <4E209D3C.1080304@mail.sdsu.edu>
References: <4E1F67D3.9080403@mail.sdsu.edu>
	<20110714223216.GQ27846@jibsheet.com>
	<4E1F70D7.6090806@mail.sdsu.edu>
	<20110715020815.GR27846@jibsheet.com>
	<4E209D3C.1080304@mail.sdsu.edu>
Message-ID: <20110718151015.GW27846@jibsheet.com>

On Fri, Jul 15, 2011 at 01:04:12PM -0700, Gene LeDuc wrote:
> I used cpanm to reinstall Test::TCP and now testdeps sees it.  I'm
> almost certain that there's only 1 perl on this system; it's a
> nearly-new RHEL-6 install (I'm the one who built it).  Other than
> apache and RT, nothing else has been installed.  How would I
> determine if there are multiple perls installed?

You can go looking for perl executables.  Also, looking at *where* on
disk Test/TCP.pm is installed will tell you what perl is using it.

> 1. make testdeps says that all dependencies are found
> 2. cpan -t Server::Starter says that Test::TCP is missing and throws
> flock() and bad file descriptor errors at line 104 of
> share/perl5/Test/SharedFork/Store.pm
> 3. cpan -t Test::TCP says it's installed and good
> 4. cpanm --reinstall Server::Starter says it's installed and good
> 5. cpanm --reinstall Plack::Handler::Starlet says it's installed and good

If make testdeps finds everything, then RT should be able to find
everything.  You can test by running rt-server which uses Starlet.

-kevin
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From falcone at bestpractical.com  Mon Jul 18 11:11:38 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 18 Jul 2011 11:11:38 -0400
Subject: [rt-users] Scrip Issue: Notify other recipients if not created
 by queue manager
In-Reply-To: <CACLBzurvkqUVTo9NUavf1okytaDhNz_jMt_QV_vA=9TRiv2oxg@mail.gmail.com>
References: <CACLBzurvkqUVTo9NUavf1okytaDhNz_jMt_QV_vA=9TRiv2oxg@mail.gmail.com>
Message-ID: <20110718151138.GX27846@jibsheet.com>

On Fri, Jul 15, 2011 at 05:36:30PM -0400, Matt Brennan wrote:
> Greetings,
> 
>   This one has been stumping me for a week now so I figure it's time
> to ask for help. I am trying to create two scrips, neither of which I
> can get to work. The first and more important is to notify "other
> recipients" only if the ticket was not submitted by a member of the
> queue managers group for the appropriate queue.
> 
>   I.E. A user submits a ticket in the ServerAdmin queue, the queue
> managers for that queue get notified. However, if I submit a ticket in
> that queue, the rest of the queue managers should not be notified.
> Notifying the group is not an issue, however whenever I submit a
> ticket it still causes notification. The User Defined condition I have
> is:
> 
> if ($self->TransactionObj->Type eq 'Create') {
>   my $GroupObj = RT::Group->new( $RT::SystemUser );
>   $GroupObj->LoadUserDefinedGroup( $self->TicketObj->QueueObj->Name );
>   if ($GroupObj->HasMemberRecursively( $self->CurrentUser->PrincipalObj )) {

You should $RT::Logger->error() out $self->CurrentUser information, it
isn't who you think it is.

$self->TransactionObj->CreatorObj->PrincipalObj is likely to be closer
to what you want

-kevin

>     return 0;
>   }
>   return 1;
> }
> 
> The LoadUserDefinedGroup paramater should be correct -- I have the
> group for queue managers named identical to the queue.
> 
> Thanks,
> Matt Brennan
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html
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From falcone at bestpractical.com  Mon Jul 18 11:12:21 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 18 Jul 2011 11:12:21 -0400
Subject: [rt-users] Initilizing database: Coredata Inserting Step
 failing (Rights not Granted Error) on Fedora Core 15
In-Reply-To: <2E8E48D574D3C540B4C5594D6B30E84C06984F@hyd-exch2.sumtotalsystems.com>
References: <2E8E48D574D3C540B4C5594D6B30E84C06984F@hyd-exch2.sumtotalsystems.com>
Message-ID: <20110718151221.GY27846@jibsheet.com>

On Sat, Jul 16, 2011 at 04:24:47PM +0000, Raghavendra Lal Kalyankar wrote:
>    Hi
> 
>    From the last few days, I am struggling hard to deploy RT on Fedora 15 box as I am still a
>    beginner in linux environment. At last, I could install all the pre-requisites for RT and made
>    sure to resolve all dependencies. However, I am unable to intiliaze the database after the
>    install.
>    It is failing at
> 
>    RT::Handle::InsertInitialData('RT::Handle=HASH(0xab35f98)') called at sbin/rt-setup-database
>    line 261
>            main::action_coredata('action', 'init', 'skip-create', 1, 'dba', 'root') called at
>    sbin/rt-setup-database line 197 (/usr/share/perl5/Carp.pm:65)
>    Couldn't finish 'coredata' step.
> 
>    ERROR: System error. Right not granted.

Please show the command you ran to generate this.

Please also show the results of a standard make initdb command.

-kevin
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From MarkRoedel at letu.edu  Mon Jul 18 11:27:41 2011
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Mon, 18 Jul 2011 15:27:41 +0000
Subject: [rt-users] manage email squelching?
Message-ID: <2B3D699B434F1F49B73F97861B5FD5446F604060@Mail-DB-1.letnet.net>

One of our managers would like to know if there's a way - short of removing the relevant sections from the ticket maintenance screens - to control the use of the checkboxes that turn email notifications to particular users on and off?  Alternately, are there options for searching for and reporting on tickets where a user's notifications are squelched?  (We're currently running 3.8.10 but working towards a 4.x upgrade, so answers applicable to either version would be helpful.)


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From gleach at btisystems.com  Mon Jul 18 11:30:27 2011
From: gleach at btisystems.com (Gerrard Leach)
Date: Mon, 18 Jul 2011 11:30:27 -0400
Subject: [rt-users] Error when receiving emails from external (e.g.
 gmail) accounts
In-Reply-To: <20110718150531.GV27846@jibsheet.com>
References: <5D3B4820FE8D574AAA09609D5AECF6C2035AF0F5EF@mail.btisystems.com>
	<20110718150531.GV27846@jibsheet.com>
Message-ID: <5D3B4820FE8D574AAA09609D5AECF6C2035AF0FE3C@mail.btisystems.com>

RT is integrated to an internal Microsoft Active Directory Server for authentication, and no the email addresses are not corporate ones.  (Using Gmail ones etc. to send in emails when they cannot VPN in to access RT, or their domain credentials are locked out etc.

The version I believe is 0.07.

Gerrard

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Monday, July 18, 2011 11:06 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts

On Fri, Jul 15, 2011 at 01:12:40PM -0400, Gerrard Leach wrote:
> We are receiving an error when non-corporate user accounts send email to our help desk within our production system.

Do these users have RT User records?  The error implies that they do not.  Also, without knowing what version of RT-Extension-CommandByMail that you're running, it isn't possible to look and see what line 484 is doing.

-kevin

> We are using version 3.8.7 and are seeing the following error when these emails are received.
> 
> This sounds permissions related somehow.
> Thanks for any help you can provide.
> Gerrard
> ___________________________________________________
> RT server error.
> 
> The RT server which handled your email did not behave as expected. It
> said:
> 
> Can't call method "HasRight" on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1277.
> 
> Stack:
> [/opt/rt3/bin/../lib/RT/User_Overlay.pm:1277]
> [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:1223]
> [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:1188]
> [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:635]
> [/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Em
> ail/Filter/TakeAction.pm:484] 
> [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1560]
> [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1377]
> [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]
> 
> "|/etc/smrsh/rt-mailgate --queue IT --action correspond --url 
> http://rt.domain.com/"... Deferred: prog mailer (/usr/sbin/smrsh) 
> exited with EX_TEMPFAIL
> Warning: message still undelivered after 4 hours Will keep trying 
> until message is 5 days old Download (untitled) 
> message/delivery-status 456b
> Reporting-MTA: dns; rt.domain.com
> Arrival-Date: Thu, 14 Jul 2011 14:46:22 -0400
> 
> Original-Recipient: rfc822;btiit at domain.com
> Final-Recipient: RFC822; btiit at rt.domain.com
> X-Actual-Recipient: X-Unix; |/etc/smrsh/rt-mailgate --queue IT 
> --action correspond --url http://rt.domain.com/
> Action: delayed
> Status: 4.2.0
> Diagnostic-Code: X-Unix; 75
> Last-Attempt-Date: Thu, 14 Jul 2011 19:51:38 -0400
> Will-Retry-Until: Tue, 19 Jul 2011 14:46:22 -0400
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html


From falcone at bestpractical.com  Mon Jul 18 11:47:43 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 18 Jul 2011 11:47:43 -0400
Subject: [rt-users] manage email squelching?
In-Reply-To: <2B3D699B434F1F49B73F97861B5FD5446F604060@Mail-DB-1.letnet.net>
References: <2B3D699B434F1F49B73F97861B5FD5446F604060@Mail-DB-1.letnet.net>
Message-ID: <20110718154743.GZ27846@jibsheet.com>

On Mon, Jul 18, 2011 at 03:27:41PM +0000, Roedel, Mark wrote:
>    One of our managers would like to know if there's a way - short of removing the relevant
>    sections from the ticket maintenance screens - to control the use of the checkboxes that turn
>    email notifications to particular users on and off?  Alternately, are there options for
>    searching for and reporting on tickets where a user's notifications are squelched?  (We're
>    currently running 3.8.10 but working towards a 4.x upgrade, so answers applicable to either
>    version would be helpful.)

4.0.1 gives you some new improved UIs for squelching since you can
handle it globally and per-ticket.

The ShowOutgoingEmail right controls whether that box shows up.
However, it also controls whether you see in transaction history that
mail went out.

-kevin
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From kfcrocker at lbl.gov  Mon Jul 18 12:19:58 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 18 Jul 2011 09:19:58 -0700
Subject: [rt-users] Import from Old System and Set Resolved Date
In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440241121246D3@MAILBOX.tbcnet.biltmore.com>
References: <435CB3214F92FD4E8E5CEEB86A2044024111973C8A@MAILBOX.tbcnet.biltmore.com>
	<CABqKps8ZMXwUsCNHwAkdGgoCp_sqkWC0uzWwRZfqe7R1PtZpuQ@mail.gmail.com>
	<435CB3214F92FD4E8E5CEEB86A20440241121246BE@MAILBOX.tbcnet.biltmore.com>
	<4E22FDFA.2030405@bestpractical.com>
	<435CB3214F92FD4E8E5CEEB86A20440241121246D3@MAILBOX.tbcnet.biltmore.com>
Message-ID: <CABqKps8zD-DxH259Z3ynLCj2HJB8-NM7VUAEs84wNtX1TwpidA@mail.gmail.com>

Jason,

I think that would work fine. Like Thomas said, you won't see any Queue
change in the ticket history.

Kenn
LBNL

On Sun, Jul 17, 2011 at 8:33 AM, Jason Ledford <jledford at biltmore.com>wrote:

> As long as that's the only implication I think I can live with that.  These
> are all resolved tickets and I am importing for historical reasons.
>
> Thanks for the help.
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley
> Sent: Sunday, July 17, 2011 11:22 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Import from Old System and Set Resolved Date
>
> On 07/16/2011 02:44 PM, Jason Ledford wrote:
> > Now my question is can I now move all the tickets with?
> >
> > update `Tickets` set  `Queue` = '3' where `Queue` = '4'
>
> Note that won't record a transaction in each ticket's history.
>
> Thomas
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
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From trs at bestpractical.com  Mon Jul 18 12:41:06 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 18 Jul 2011 12:41:06 -0400
Subject: [rt-users] RT::Authen::ExternalAuth and SSO via
 Apache	authentication for RT4
In-Reply-To: <4A09477D575C2C4B86497161427DD94C1631D043E6@city-exchange07>
References: <4A09477D575C2C4B86497161427DD94C1631D043E5@city-exchange07>
	<4E24285E.3040704@bestpractical.com>
	<4A09477D575C2C4B86497161427DD94C1631D043E6@city-exchange07>
Message-ID: <4E246222.7060703@bestpractical.com>

On 07/18/2011 12:27 PM, James Zuelow wrote:
> I did look at the WebExternal settings in RT.  Using them, RT does do authentication and log the user in.  But at least in my experience over the last week it does not synchronize data from from AD.  Admittedly, I am doing this as a side project in addition to my regular job, so I may have missed the "sync data with AD" tag for WebExternal.

With RT-Extension-LDAPImport, you can load users into RT from LDAP and
put it cron to keep it current.

ExternalAuth _should_ support "info only" mode which syncs the user
details on first user create, but that's currently TODO.

Thomas


From kfcrocker at lbl.gov  Mon Jul 18 13:40:05 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 18 Jul 2011 10:40:05 -0700
Subject: [rt-users] Scrip Issue: Notify other recipients if not created
 by queue manager
In-Reply-To: <CACLBzurvkqUVTo9NUavf1okytaDhNz_jMt_QV_vA=9TRiv2oxg@mail.gmail.com>
References: <CACLBzurvkqUVTo9NUavf1okytaDhNz_jMt_QV_vA=9TRiv2oxg@mail.gmail.com>
Message-ID: <CABqKps_Javr0kuz8vH+GDG5zAoa2ex-irfHKV+3LkwJN1bNSPA@mail.gmail.com>

Matt,

I'm not sure I got this right, but it sounds like the "others" are NOT
getting a notification when the "Requestor" is NOT a member in the specified
Admin Group. Ticket correspondence can be a little difficult to deal with,
but remembering a few concepts will help:

1) *Queue Watcher* "Cc's" and *Ticket* "Cc's" are *NOT* considered "Others"
by RT. They will always be "Cc's" as far as recipients of correspondence *sent
by RT*.
2) "Others" are always an email address or a UserID you enter into or add to
the "Cc" line at the moment of creating a "reply" from a ticket (or an email
address you have in a template).
3) RT always executes scrips in alphabetical order *by name*.

Therefore, at the time of ticket creation, there is no "Other" person to
receive an email notification from that initial creation, unless you have a
template that overrides "To:" with some address you create from
transaction/ticket data (including a Custom Field). Perhaps you want your
scrip to "Notify Cc's"?

I have a scrip that takes the members of a group and adds them to the "Cc"
list of a ticket (based on certain conditions), so they will be considered
as "Cc's" for any correspondence from that ticket. It's important to
understand the timing of the execution of these scrips (# 3 above). I add
these "Cc's" in the *Custom Prep Code* section AND I make sure that the
execution of the scrip is alphabetically sequenced *before any notification
scrip* could be triggered. I name all my scrips that *add/modify data* in
tickets/transactions with a number followed by a letter (ie. 1a, 1b, 1c)
that way all the 1a's get executed before any 1b's or 1c's and definitely
before any "Notify xxx".

Therefore, I have a scrip that add's "Cc's" to the ticket named "1b Add
Group to Cc" ("1b" because I have some other "1a" scrips I want executed
before it) and then another scrip that is named "Notify Cc's on Create". The
"1b" scrip gets executed first, adding "Cc's" to the ticket info and then
the "Notify Cc's" scrip will be triggered and *every address that is
listed*as a Queue or Ticket "Cc" will get the notification. Viola'.

Obviously, you will want to have a custom condition to NOT send a
notification based on your requirements, but I think you can get the "gist"
of what I'm explaining and use it.

Hope this helps.

Kenn
LBNL

On Fri, Jul 15, 2011 at 2:36 PM, Matt Brennan <brennanma at gmail.com> wrote:

> Greetings,
>
>  This one has been stumping me for a week now so I figure it's time
> to ask for help. I am trying to create two scrips, neither of which I
> can get to work. The first and more important is to notify "other
> recipients" only if the ticket was not submitted by a member of the
> queue managers group for the appropriate queue.
>
>  I.E. A user submits a ticket in the ServerAdmin queue, the queue
> managers for that queue get notified. However, if I submit a ticket in
> that queue, the rest of the queue managers should not be notified.
> Notifying the group is not an issue, however whenever I submit a
> ticket it still causes notification. The User Defined condition I have
> is:
>
> if ($self->TransactionObj->Type eq 'Create') {
>  my $GroupObj = RT::Group->new( $RT::SystemUser );
>  $GroupObj->LoadUserDefinedGroup( $self->TicketObj->QueueObj->Name );
>  if ($GroupObj->HasMemberRecursively( $self->CurrentUser->PrincipalObj )) {
>    return 0;
>  }
>  return 1;
> }
>
> The LoadUserDefinedGroup paramater should be correct -- I have the
> group for queue managers named identical to the queue.
>
> Thanks,
> Matt Brennan
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
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From Martin at Tischmann.eu  Mon Jul 18 14:14:37 2011
From: Martin at Tischmann.eu (Martin Tischmann)
Date: Mon, 18 Jul 2011 20:14:37 +0200
Subject: [rt-users] =?utf-8?q?Creating_a_new_user_on_RT4=2E0=2E1_-=3E_Coul?=
 =?utf-8?b?ZG7CtHQgbG9hZCB1c2VyICcn?=
Message-ID: <4E24780D.8030800@Tischmann.eu>

Hi,
i?m having some trouble creating a new user on RT4.0.1.
The webinterface says : Couldn?t load user''

Log File says:
Jul 18 19:26:03 server_xyz RT: WebRT: Couldn't load user '' 
(/opt/rt4/share/html/Elements/Error:82)

I googled but didn?t found anything.
rt_server and queues seem to run fine.

any help is greatly appreciated.

yours sincerely,
Martin


From kgermann at corp.fibernetics.ca  Mon Jul 18 14:27:15 2011
From: kgermann at corp.fibernetics.ca (Kris Germann)
Date: Mon, 18 Jul 2011 18:27:15 +0000
Subject: [rt-users] Add ticket comment on 'take' action
Message-ID: <28342E70E78A1045843E73EDD34B2CEE11624E85@MBX201.domain.local>

Have any of you created or had experience with a scrip where when the 'take' action is triggered, the current users ID automatically adds a predefined comment such as "We have received your request, it will be acted on within the next 24-48 hours".

Thanks for the help,

Kris Germann
Fibernetics Corporation

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From falcone at bestpractical.com  Mon Jul 18 14:46:00 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 18 Jul 2011 14:46:00 -0400
Subject: [rt-users]
	=?iso-8859-1?q?Creating_a_new_user_on_RT4=2E0=2E1_-=3E?=
	=?iso-8859-1?q?_Couldn=B4t_load_user_=27=27?=
In-Reply-To: <4E24780D.8030800@Tischmann.eu>
References: <4E24780D.8030800@Tischmann.eu>
Message-ID: <20110718184600.GA71999@jibsheet.com>

On Mon, Jul 18, 2011 at 08:14:37PM +0200, Martin Tischmann wrote:
> Hi,
> i?m having some trouble creating a new user on RT4.0.1.
> The webinterface says : Couldn?t load user''
> 
> Log File says:
> Jul 18 19:26:03 server_xyz RT: WebRT: Couldn't load user ''
> (/opt/rt4/share/html/Elements/Error:82)
> 
> I googled but didn?t found anything.

This has actually been answered on the mailing list several times in
the last month.

> rt_server and queues seem to run fine.
> any help is greatly appreciated.

Go to Configuration -> Users -> Select and search for the user using
the Go button.  They almost certainly already exist in RT and there is
a bug preventing the proper error message from being shown (fixed in
trunk).

-kevin
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From falcone at bestpractical.com  Mon Jul 18 14:46:27 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 18 Jul 2011 14:46:27 -0400
Subject: [rt-users] Add ticket comment on 'take' action
In-Reply-To: <28342E70E78A1045843E73EDD34B2CEE11624E85@MBX201.domain.local>
References: <28342E70E78A1045843E73EDD34B2CEE11624E85@MBX201.domain.local>
Message-ID: <20110718184627.GB71999@jibsheet.com>

On Mon, Jul 18, 2011 at 06:27:15PM +0000, Kris Germann wrote:
>    Have any of you created or had experience with a scrip where when the `take' action is
>    triggered, the current users ID automatically adds a predefined comment such as "We have
>    received your request, it will be acted on within the next 24-48 hours".

Write a Scrip with a custom condition of "owner changed from Nobody"

-kevin
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From Joanne.Keown at coloradogroup.com.au  Mon Jul 18 17:34:24 2011
From: Joanne.Keown at coloradogroup.com.au (Joanne Keown)
Date: Tue, 19 Jul 2011 07:34:24 +1000
Subject: [rt-users] Custom Fields (Applies to Ticket Transactions) - not
 saving at ticket level
In-Reply-To: <20110718145401.GT27846@jibsheet.com>
References: <0F5FC019E0CDF3459EE1B8D44E850727480CA6366F@BNE-EXCH.coloradogroup.com.au>
	<20110712220058.GE27846@jibsheet.com>
	<0F5FC019E0CDF3459EE1B8D44E850727480CA6377B@BNE-EXCH.coloradogroup.com.au>
	<20110713142550.GL27846@jibsheet.com>
	<0F5FC019E0CDF3459EE1B8D44E850727480CA63950@BNE-EXCH.coloradogroup.com.au>
	<20110718145401.GT27846@jibsheet.com>
Message-ID: <0F5FC019E0CDF3459EE1B8D44E850727480CA63AE4@BNE-EXCH.coloradogroup.com.au>

Thanks Kevin, will do.

Kind regards

Jo

Jo Keown, MBusAdmin(Mgt), MIPA
IS Business Analyst
Colorado Group Ltd 
100 Melbourne Street
South Brisbane ?QLD ? 4101
Ph:??? +61? 7 3877 3399
Mobile:?? 0402 697 351
Email: joanne.keown at coloradogroup.com.au


?Sign up to FUSION now for special member offers at 5 of Australia's leading fashion brands.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, 19 July 2011 12:54 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level

On Fri, Jul 15, 2011 at 10:50:25AM +1000, Joanne Keown wrote:
> BTW, does anyone know if the RT user manual (RT Essentials) been updated for RT4?

O'Reilly commissions new editions based on demand.  Writing to them to express your interest is probably the easiest thing to do.

Luckily, many of the example configurations and basic concepts still apply in RT4, even if the screenshots are older.

-kevin


From brennanma at gmail.com  Mon Jul 18 17:37:42 2011
From: brennanma at gmail.com (Matt Brennan)
Date: Mon, 18 Jul 2011 17:37:42 -0400
Subject: [rt-users] Scrip Issue: Notify other recipients if not created
 by queue manager
In-Reply-To: <20110718151138.GX27846@jibsheet.com>
References: <CACLBzurvkqUVTo9NUavf1okytaDhNz_jMt_QV_vA=9TRiv2oxg@mail.gmail.com>
	<20110718151138.GX27846@jibsheet.com>
Message-ID: <CACLBzup51J7tVpQazTkVq0UWdfig=6g_o0S=k7YW=8jFNbuhpA@mail.gmail.com>

Kevin,

  That was exactly my issue. Thank you.

-Matt

On Mon, Jul 18, 2011 at 11:11, Kevin Falcone <falcone at bestpractical.com> wrote:
> On Fri, Jul 15, 2011 at 05:36:30PM -0400, Matt Brennan wrote:
>> Greetings,
>>
>> ? This one has been stumping me for a week now so I figure it's time
>> to ask for help. I am trying to create two scrips, neither of which I
>> can get to work. The first and more important is to notify "other
>> recipients" only if the ticket was not submitted by a member of the
>> queue managers group for the appropriate queue.
>>
>> ? I.E. A user submits a ticket in the ServerAdmin queue, the queue
>> managers for that queue get notified. However, if I submit a ticket in
>> that queue, the rest of the queue managers should not be notified.
>> Notifying the group is not an issue, however whenever I submit a
>> ticket it still causes notification. The User Defined condition I have
>> is:
>>
>> if ($self->TransactionObj->Type eq 'Create') {
>> ? my $GroupObj = RT::Group->new( $RT::SystemUser );
>> ? $GroupObj->LoadUserDefinedGroup( $self->TicketObj->QueueObj->Name );
>> ? if ($GroupObj->HasMemberRecursively( $self->CurrentUser->PrincipalObj )) {
>
> You should $RT::Logger->error() out $self->CurrentUser information, it
> isn't who you think it is.
>
> $self->TransactionObj->CreatorObj->PrincipalObj is likely to be closer
> to what you want
>
> -kevin
>
>> ? ? return 0;
>> ? }
>> ? return 1;
>> }
>>
>> The LoadUserDefinedGroup paramater should be correct -- I have the
>> group for queue managers named identical to the queue.
>>
>> Thanks,
>> Matt Brennan
>>
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>


From rlockerbie at fairfaxmedia.com.au  Mon Jul 18 18:09:50 2011
From: rlockerbie at fairfaxmedia.com.au (Roger Lockerbie)
Date: Tue, 19 Jul 2011 08:09:50 +1000
Subject: [rt-users] Best way to make one custom field change,
 based on entry in another, using a many to one scenario
In-Reply-To: <20110718145723.GU27846@jibsheet.com>
References: <C89BA0956F502C4CBDC1C57C2C8877C51660EC9DA2@EXMBSYD2.ffx.jfh.com.au>
	<20110718145723.GU27846@jibsheet.com>
Message-ID: <25403A55-3B98-4B7E-A2F6-09C38BD919F5@fairfaxmedia.com.au>

Kevin

Thanks for the heads up. I'll go an have a look. 

Regards

Roger

Sent from my iPhone

On 19/07/2011, at 12:58 AM, "Kevin Falcone" <falcone at bestpractical.com> wrote:

> On Fri, Jul 15, 2011 at 12:13:52PM +1000, Roger Lockerbie wrote:
>>   To set the scene, I'm after a user being able to set the newspaper masthead they work for via
>>   a  populated dropdown custom field, many mastheads may map to one database, and one terminal
>>   server so something like
>> 
>>   Masthead,Database
>>   Border Mail, RegionalDB
>>   Ballarat Courier, REgionalDB
>>   SMH, MetroDB
>>   TheAge, MetroDB
>>   Mercury, MetroDB
>> 
>>   CF1 would be where you select the masthead, CF2 would result in showing the associated
>>   Database.
>> 
>>   Note that there could be hundreds, and they may change regularly hence the desire to provide
>>   some sort of CRUD interface rather than hand coding it within a Scrip.
>> 
>>   Any suggestions/pointers would be gratefully received.
> 
> You may be able to do some of what you want with Linked customfields
> and/or external custom fields.  You should see the linking mechanism
> in the Admin UI when you have a select one custom field, and you can
> find external custom fields documentation in the docs directory.
> 
> -kevin
> <ATT00003>
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html

The information contained in this e-mail message and any accompanying files is or may be confidential. If you are not the intended recipient, any use, dissemination, reliance, forwarding, printing or copying of this e-mail or any attached files is unauthorised. This e-mail is subject to copyright. No part of it should be reproduced, adapted or communicated without the written consent of the copyright owner. If you have received this e-mail in error please advise the sender immediately by return e-mail or telephone and delete all copies. Fairfax does not guarantee the accuracy or completeness of any information contained in this e-mail or attached files. Internet communications are not secure, therefore Fairfax does not accept legal responsibility for the contents of this message or attached files.


From tjg at soe.ucsc.edu  Mon Jul 18 21:59:15 2011
From: tjg at soe.ucsc.edu (Tim Gustafson)
Date: Mon, 18 Jul 2011 18:59:15 -0700 (PDT)
Subject: [rt-users] Sending Reminder E-Mails
Message-ID: <274274241.22678.1311040755110.JavaMail.root@mail-01.cse.ucsc.edu>

Hi,

I've been perusing through a Google search about having RT send reminder e-mails and I've found some things that are rather dated and none of them seem to exactly achieve what I want, so I thought I'd check with the list to see if there is anything I'm not finding.

What I'd like to do is send one reminder e-mail per day to each user about tickets that are unowned but that exist in queues that they have access to.  So, each user should get one e-mail each day that lists all the unowned tickets that are in queues that they have access to take.

Does such a beast exist?

-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-
Tim Gustafson                                                tjg at soe.ucsc.edu
Baskin School of Engineering                                     831-459-5354
UC Santa Cruz                                         Baskin Engineering 317B
-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-



From RaghavendraLK at sumtotalsystems.com  Tue Jul 19 01:43:00 2011
From: RaghavendraLK at sumtotalsystems.com (Raghavendra Lal Kalyankar)
Date: Tue, 19 Jul 2011 05:43:00 +0000
Subject: [rt-users] Apache errors after installing RT4
Message-ID: <2E8E48D574D3C540B4C5594D6B30E84C0713F5@hyd-exch2.sumtotalsystems.com>

Chnaging the Subject Line to the appropriate issue:

Kevin and Others,

After fighting for few days on the below issue, I thought of changing the OS to OpenSUSE and get a successful RT4 installation. As luck would have it, I got the installation completed successfully, including intializing the database. However, while configure httpd.conf file, I came to know that bin/webmux.pl is required for instantiating Apache. But, RT4, by default did not install webmux.pl inside the bin folder. It only had the below files inside the bin directory.

-rwxr-xr-x 1 root rt   14792 Jul 18 12:33 rt-mailgate
-rwxr-xr-x 1 root rt   77405 Jul 18 12:33 rt
-rwxr-xr-x 1 root rt   13922 Jul 18 12:33 rt-crontool
-rwxr-xr-x 1 root root 12659 Jul 18 12:38 rt-mailgate.in
-rwxr-xr-x 1 root root 12173 Jul 18 12:38 rt-crontool.in


I wanted to test if RT 3.8 will have webmux.pl, mason_handler.fcgi and other files and so I just decompressed the tar to find the files existing inside the bin/ folder.

-rwxr-xr-x 1 root root  8017 Jul 18 12:38 mason_handler.svc.in
-rw-r--r-- 1 root root  8024 Jul 18 12:38 mason_handler.svc
-rwxr-xr-x 1 root root  2476 Jul 18 12:38 mason_handler.scgi.in
-rwxr-xr-- 1 root root  2485 Jul 18 12:38 mason_handler.scgi
-rwxr-xr-x 1 root root  3119 Jul 18 12:38 mason_handler.fcgi.in
-rwxr-xr-x 1 root root  3126 Jul 18 12:38 mason_handler.fcgi
-rw-r--r-- 1 root root  7113 Jul 18 12:38 fastcgi_server.in
-rwxr-xr-x 1 root root  5356 Jul 18 12:38 webmux.pl.in
-rwxr-xr-x 1 root root  5346 Jul 18 12:38 webmux.pl
-rwxr-xr-x 1 root root  5524 Jul 18 12:38 standalone_httpd.in



I know that simply copying these files to my RT4 installation will not work but I still copied it and got the below apache errors when I try to browse the site (yeah..the site is giving 500 error)

[Tue Jul 19 05:34:24 2011] [error]: For the WebPath config option, use the empty string instead of / (/opt/rt4/bin/../lib/RT/Config.pm:606)
[Tue Jul 19 05:34:24 2011] [crit]: Can't locate object method "new" via package "RT::Interface::Web::Handler" at /opt/rt4/bin/webmux.pl line 151. (/opt/rt4/bin/../lib/RT.pm:340)
[Tue Jul 19 05:34:24 2011] [crit]: Can't locate object method "new" via package "RT::Interface::Web::Handler" at /opt/rt4/bin/webmux.pl line 151.
Compilation failed in require at /opt/rt4/bin/mason_handler.fcgi line 54. (/opt/rt4/bin/../lib/RT.pm:340)
Can't locate object method "new" via package "RT::Interface::Web::Handler" at /opt/rt4/bin/webmux.pl line 151.
Compilation failed in require at /opt/rt4/bin/mason_handler.fcgi line 54.

Any help on getting my new site up and running is higly appreciatable.

Thanks
Raghu

________________________________________
From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] on behalf of Kevin Falcone [falcone at bestpractical.com]
Sent: Monday, July 18, 2011 8:42 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Initilizing database: Coredata Inserting Step failing (Rights not Granted Error) on Fedora Core 15

On Sat, Jul 16, 2011 at 04:24:47PM +0000, Raghavendra Lal Kalyankar wrote:
>    Hi
>
>    From the last few days, I am struggling hard to deploy RT on Fedora 15 box as I am still a
>    beginner in linux environment. At last, I could install all the pre-requisites for RT and made
>    sure to resolve all dependencies. However, I am unable to intiliaze the database after the
>    install.
>    It is failing at
>
>    RT::Handle::InsertInitialData('RT::Handle=HASH(0xab35f98)') called at sbin/rt-setup-database
>    line 261
>            main::action_coredata('action', 'init', 'skip-create', 1, 'dba', 'root') called at
>    sbin/rt-setup-database line 197 (/usr/share/perl5/Carp.pm:65)
>    Couldn't finish 'coredata' step.
>
>    ERROR: System error. Right not granted.

Please show the command you ran to generate this.

Please also show the results of a standard make initdb command.

-kevin

This message and any attachments thereto contain information that may be privileged, confidential or otherwise protected from disclosure and is the property of SumTotal Systems, Inc.  It is intended only for the person to whom it is addressed.  If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message, any attachments thereto or any part thereof.  If you receive this message in error, please notify me at RaghavendraLK at sumtotalsystems.com<mailto:RaghavendraLK at sumtotalsystems.com> and delete all copies of this message and attachments.   SumTotal Systems, Inc. has implemented anti-virus software on its computers and servers, however, it is the recipient's own responsibility to ensure that all attachments are scanned for viruses prior to usage.


From bglasson at bytecraft.com.au  Tue Jul 19 02:56:04 2011
From: bglasson at bytecraft.com.au (suIIy)
Date: Mon, 18 Jul 2011 23:56:04 -0700 (PDT)
Subject: [rt-users] Have a programatically set Custom Field trigger a
 Condition
Message-ID: <32088731.post@talk.nabble.com>


Hi All

I'm working on implementing a workflow based queue in RT3.6 based on the
instructions here;

http://requesttracker.wikia.com/wiki/WorkFlow

How it works is this.

A master ticket is created with 3 custom fields. Each custom field can have
2 values "Required" and "Completed"

When "Required" is set, a scrip creates a child ticket.

When the child ticket is closed, a scrip updates the master ticket and
changes the Custom Field in that ticket from "Required" to "Complete"

Every thing works fine at this point.

I then decided that it would be a neat idea if when the child task is
completed, the next child task could automatically begin.

In theory, to do this would simply require that the "On Resolve" scrip
update the next Custom Field in the workflow, setting it to "Required" which
should trigger the next child ticket.  

After adding a few extra lines to the On Resolve scrip I am now
automatically updating the Custom Field in the next step to "Required",
which should trigger a condition.

This is where I'm stalled.

It seems that the Condition is not triggered when you programmatically set
the Custom Field to "Required". If you unset it and then set it back to
"Required" manually it works just fine.

This is the code for the Condition as per the Workflow wiki page;

8<------------------------------------------------------------------------------------
# Local condition to check that a custom field
# has been set to "Required".
# -Chuck Boeheim 3/13/06

package RT::Condition::FieldRequired;
require RT::Condition::Generic;

use strict;
use vars qw/@ISA/;
@ISA = qw(RT::Condition::Generic);


=head2 IsApplicable
 
If the field named as an argument becomes 'Required'.
Only triggers on transitions, not if it already had
that value.
 
=cut
 
sub IsApplicable {
    my $self = shift;
    my $field = $self->Argument;
    my $trans = $self->TransactionObj;
   
    if ($trans->Type eq 'Create')
    {
       return 1 if $trans->TicketObj->FirstCustomFieldValue($field) =~
/^Required/;
    }
   
    if ($trans->Type eq 'CustomField')
    {
       my $cf = RT::CustomField->new($self->CurrentUser);
       $cf->Load($field);
       return 1 if $trans->Field == $cf->Id && $trans->NewValue =~
/^Required/;
    }
   
    return undef;
}
 
1;

8<------------------------------------------------------------------------------------

I reckon the trouble is in this particular script, but I don't really know
perl at all so I could be wrong. I am assuming that I might need another
<code> if ($trans->Type eq '???)  </code> block maybe?
 
If anybody has any ideas on what I need to do to make a programatically set
custom field trigger a condition I would sure appreciate it.

I don't want to load up this post with tonnes of code so if there is any
extra info you require please let me know.

Thanks in advance.
-- 
View this message in context: http://old.nabble.com/Have-a-programatically-set-Custom-Field-trigger-a-Condition-tp32088731p32088731.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From raphael.mouneyres at sagemcom.com  Tue Jul 19 04:06:58 2011
From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=)
Date: Tue, 19 Jul 2011 10:06:58 +0200
Subject: [rt-users] RE Have a programatically set Custom Field trigger a
	Condition
In-Reply-To: <32088731.post@talk.nabble.com>
Message-ID: <30281_1311062821_4E253B25_30281_11382_1_OF9E481BDB.5D981D3B-ONC12578D2.002C6D04-C12578D2.002C956B@sagemcom.com>

hello,

not sure, this is a guess, but you may try to trigger your script at 
"TransactionBatch" step instead of "TransactionCreate"
As doing it manually just works fine, it's probably something close to 
that.

Rapha?l MOUNEYRES




suIIy <bglasson at bytecraft.com.au> 
Envoy? par : rt-users-bounces at lists.bestpractical.com
19/07/2011 08:56

A
rt-users at lists.bestpractical.com
cc

Objet
[rt-users] Have a programatically set Custom Field trigger a Condition







Hi All

I'm working on implementing a workflow based queue in RT3.6 based on the
instructions here;

http://requesttracker.wikia.com/wiki/WorkFlow

How it works is this.

A master ticket is created with 3 custom fields. Each custom field can 
have
2 values "Required" and "Completed"

When "Required" is set, a scrip creates a child ticket.

When the child ticket is closed, a scrip updates the master ticket and
changes the Custom Field in that ticket from "Required" to "Complete"

Every thing works fine at this point.

I then decided that it would be a neat idea if when the child task is
completed, the next child task could automatically begin.

In theory, to do this would simply require that the "On Resolve" scrip
update the next Custom Field in the workflow, setting it to "Required" 
which
should trigger the next child ticket. 

After adding a few extra lines to the On Resolve scrip I am now
automatically updating the Custom Field in the next step to "Required",
which should trigger a condition.

This is where I'm stalled.

It seems that the Condition is not triggered when you programmatically set
the Custom Field to "Required". If you unset it and then set it back to
"Required" manually it works just fine.

This is the code for the Condition as per the Workflow wiki page;

8<------------------------------------------------------------------------------------
# Local condition to check that a custom field
# has been set to "Required".
# -Chuck Boeheim 3/13/06

package RT::Condition::FieldRequired;
require RT::Condition::Generic;

use strict;
use vars qw/@ISA/;
@ISA = qw(RT::Condition::Generic);


=head2 IsApplicable
 
If the field named as an argument becomes 'Required'.
Only triggers on transitions, not if it already had
that value.
 
=cut
 
sub IsApplicable {
    my $self = shift;
    my $field = $self->Argument;
    my $trans = $self->TransactionObj;
 
    if ($trans->Type eq 'Create')
    {
       return 1 if $trans->TicketObj->FirstCustomFieldValue($field) =~
/^Required/;
    }
 
    if ($trans->Type eq 'CustomField')
    {
       my $cf = RT::CustomField->new($self->CurrentUser);
       $cf->Load($field);
       return 1 if $trans->Field == $cf->Id && $trans->NewValue =~
/^Required/;
    }
 
    return undef;
}
 
1;

8<------------------------------------------------------------------------------------

I reckon the trouble is in this particular script, but I don't really know
perl at all so I could be wrong. I am assuming that I might need another
<code> if ($trans->Type eq '???)  </code> block maybe?
 
If anybody has any ideas on what I need to do to make a programatically 
set
custom field trigger a condition I would sure appreciate it.

I don't want to load up this post with tonnes of code so if there is any
extra info you require please let me know.

Thanks in advance.
-- 
View this message in context: 
http://old.nabble.com/Have-a-programatically-set-Custom-Field-trigger-a-Condition-tp32088731p32088731.html

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


--------
2011 Training: http://bestpractical.com/services/training.html


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From kristian.davies at gmail.com  Tue Jul 19 06:57:41 2011
From: kristian.davies at gmail.com (Kristian Davies)
Date: Tue, 19 Jul 2011 11:57:41 +0100
Subject: [rt-users] Dashboards & RT at a glance
Message-ID: <CAAGfX-jawpckQ6BU1SqUyNHxaJCZ4DRAbu_4DSqf8Va1kecKog@mail.gmail.com>

Hey All !

Would I be right in saying that dashboards are for notification rather
than a default view in 'RT at a glance' ?

We have different support departments and we'd like to give each one a
default set of 'RT at a glance'....

Cheers,
Kristian


From trs at bestpractical.com  Tue Jul 19 09:47:01 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 19 Jul 2011 09:47:01 -0400
Subject: [rt-users] Apache errors after installing RT4
In-Reply-To: <2E8E48D574D3C540B4C5594D6B30E84C0713F5@hyd-exch2.sumtotalsystems.com>
References: <2E8E48D574D3C540B4C5594D6B30E84C0713F5@hyd-exch2.sumtotalsystems.com>
Message-ID: <4E258AD5.4060800@bestpractical.com>

On 07/19/2011 01:43 AM, Raghavendra Lal Kalyankar wrote:
> After fighting for few days on the below issue, I thought of changing the OS to OpenSUSE and get a successful RT4 installation. As luck would have it, I got the installation completed successfully, including intializing the database. However, while configure httpd.conf file, I came to know that bin/webmux.pl is required for instantiating Apache. But, RT4, by default did not install webmux.pl inside the bin folder. It only had the below files inside the bin directory.

You clearly aren't reading our install documentation, because none of
the 4.0 docs mention configuring Apache to use webmux.pl.  Can you point
me to the install documentation you were reading?

Please carefully read our README and docs/web_deployment.pod that ship
in the 4.0.1 tarball.  They describe all the steps you need to get a
successful RT install.

Thomas


From falcone at bestpractical.com  Tue Jul 19 11:10:34 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 19 Jul 2011 11:10:34 -0400
Subject: [rt-users] Sending Reminder E-Mails
In-Reply-To: <274274241.22678.1311040755110.JavaMail.root@mail-01.cse.ucsc.edu>
References: <274274241.22678.1311040755110.JavaMail.root@mail-01.cse.ucsc.edu>
Message-ID: <20110719151034.GC71999@jibsheet.com>

On Mon, Jul 18, 2011 at 06:59:15PM -0700, Tim Gustafson wrote:
> I've been perusing through a Google search about having RT send
> reminder e-mails and I've found some things that are rather dated and
> none of them seem to exactly achieve what I want, so I thought I'd
> check with the list to see if there is anything I'm not finding.

> 
> What I'd like to do is send one reminder e-mail per day to each user
> about tickets that are unowned but that exist in queues that they have
> access to. So, each user should get one e-mail each day that lists all
> the unowned tickets that are in queues that they have access to take.

Sounds like something that would be perfect as a Dashboard with a
daily subscription

-kevin
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From falcone at bestpractical.com  Tue Jul 19 11:22:33 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 19 Jul 2011 11:22:33 -0400
Subject: [rt-users] Dashboards & RT at a glance
In-Reply-To: <CAAGfX-jawpckQ6BU1SqUyNHxaJCZ4DRAbu_4DSqf8Va1kecKog@mail.gmail.com>
References: <CAAGfX-jawpckQ6BU1SqUyNHxaJCZ4DRAbu_4DSqf8Va1kecKog@mail.gmail.com>
Message-ID: <20110719152233.GD71999@jibsheet.com>

On Tue, Jul 19, 2011 at 11:57:41AM +0100, Kristian Davies wrote:
> Would I be right in saying that dashboards are for notification rather
> than a default view in 'RT at a glance' ?
> 
> We have different support departments and we'd like to give each one a
> default set of 'RT at a glance'....

This was answered in #rt, but for the archives.  Dashboards can't
currently replace RT at a glance.  Dashboards do however have distinct
URLs that can be bookmarked.

-kevin
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From falcone at bestpractical.com  Tue Jul 19 11:24:59 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 19 Jul 2011 11:24:59 -0400
Subject: [rt-users] Error when receiving emails from external (e.g.
 gmail) accounts
In-Reply-To: <5D3B4820FE8D574AAA09609D5AECF6C2035AF0FE3C@mail.btisystems.com>
References: <5D3B4820FE8D574AAA09609D5AECF6C2035AF0F5EF@mail.btisystems.com>
	<20110718150531.GV27846@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF0FE3C@mail.btisystems.com>
Message-ID: <20110719152459.GE71999@jibsheet.com>

On Mon, Jul 18, 2011 at 11:30:27AM -0400, Gerrard Leach wrote:
> RT is integrated to an internal Microsoft Active Directory Server for
> authentication, and no the email addresses are not corporate ones.
> (Using Gmail ones etc. to send in emails when they cannot VPN in to
> access RT, or their domain credentials are locked out etc.

Do you have RT-Authen-ExternalAuth configured to allow for account
creation for emails outside your AD server?

If not, there will never be a current user and this will cause
CommandByMail to fail when it tries to find Custom Fields.

Do you actually want external users using CommandByMail?  If not, I
suggest using the configuration to limit the extension to Privileged
or a smaller group of users.

-kevin

> The version I believe is 0.07.
> 
> Gerrard
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
> Sent: Monday, July 18, 2011 11:06 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts
> 
> On Fri, Jul 15, 2011 at 01:12:40PM -0400, Gerrard Leach wrote:
> > We are receiving an error when non-corporate user accounts send email to our help desk within our production system.
> 
> Do these users have RT User records?  The error implies that they do not.  Also, without knowing what version of RT-Extension-CommandByMail that you're running, it isn't possible to look and see what line 484 is doing.
> 
> -kevin
> 
> > We are using version 3.8.7 and are seeing the following error when these emails are received.
> > 
> > This sounds permissions related somehow.
> > Thanks for any help you can provide.
> > Gerrard
> > ___________________________________________________
> > RT server error.
> > 
> > The RT server which handled your email did not behave as expected. It
> > said:
> > 
> > Can't call method "HasRight" on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1277.
> > 
> > Stack:
> > [/opt/rt3/bin/../lib/RT/User_Overlay.pm:1277]
> > [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:1223]
> > [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:1188]
> > [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:635]
> > [/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Em
> > ail/Filter/TakeAction.pm:484] 
> > [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1560]
> > [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1377]
> > [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]
> > 
> > "|/etc/smrsh/rt-mailgate --queue IT --action correspond --url 
> > http://rt.domain.com/"... Deferred: prog mailer (/usr/sbin/smrsh) 
> > exited with EX_TEMPFAIL
> > Warning: message still undelivered after 4 hours Will keep trying 
> > until message is 5 days old Download (untitled) 
> > message/delivery-status 456b
> > Reporting-MTA: dns; rt.domain.com
> > Arrival-Date: Thu, 14 Jul 2011 14:46:22 -0400
> > 
> > Original-Recipient: rfc822;btiit at domain.com
> > Final-Recipient: RFC822; btiit at rt.domain.com
> > X-Actual-Recipient: X-Unix; |/etc/smrsh/rt-mailgate --queue IT 
> > --action correspond --url http://rt.domain.com/
> > Action: delayed
> > Status: 4.2.0
> > Diagnostic-Code: X-Unix; 75
> > Last-Attempt-Date: Thu, 14 Jul 2011 19:51:38 -0400
> > Will-Retry-Until: Tue, 19 Jul 2011 14:46:22 -0400
> > 
> > --------
> > 2011 Training: http://bestpractical.com/services/training.html
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html
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From gleach at btisystems.com  Tue Jul 19 11:56:14 2011
From: gleach at btisystems.com (Gerrard Leach)
Date: Tue, 19 Jul 2011 11:56:14 -0400
Subject: [rt-users] Error when receiving emails from external (e.g.
 gmail) accounts
In-Reply-To: <20110719152459.GE71999@jibsheet.com>
References: <5D3B4820FE8D574AAA09609D5AECF6C2035AF0F5EF@mail.btisystems.com>
	<20110718150531.GV27846@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF0FE3C@mail.btisystems.com>
	<20110719152459.GE71999@jibsheet.com>
Message-ID: <5D3B4820FE8D574AAA09609D5AECF6C2035AF90CA6@mail.btisystems.com>

I believe so, 
In /etc/RT_SiteConfig.pm, I have the following at the bottom

require "/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm";

If I look at this file I see the following which indicates that external users should be created as internal ones I believe.

Set($ExternalAuthPriority,  [   'My_LDAP' ]);
Set($ExternalInfoPriority,  [   'My_LDAP' ]);
Set($ExternalServiceUsesSSLorTLS,    0);
Set($AutoCreateNonExternalUsers,    1);
Set($ExternalSettings,      {   # AN EXAMPLE LDAP SERVICE
                                'My_LDAP'       =>  {   ## GENERIC SECTION
                                                        # The type of service (db/ldap/cookie) 
                                                        'type'                      =>  'ldap',
                                                        # Should the service be used for authentication?
                                                        'auth'                      =>  1,
                                                        # Should the service be used for information?
                                                        'info'                      =>  1,
                                                        # The server hosting the service
                                                        'server'                    =>  'dc.domain.com',
                                                        ## 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'                      =>  'username',
                                                        # The password RT should use to connect to the LDAP server
                                                        'pass'                    =>  'password',
                                                        #
                                                        # The LDAP search base
                                                        'base'                      =>  'dc=domain,dc=com',
                                                        # The filter to use to match RT-Users
                                                        'filter'                    =>  '(objectclass=Person)',
                                                        # The filter that will only match disabled users
                                                        'd_filter'                  =>  '(userAccountControl:1.2.840.113556.1.4.803:=2)',
                                                        # Should we try to use TLS to encrypt connections?
                                                        'tls'                       =>  0,
                                                        # 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'                     =>  'Request Tracker Users',
                                                        # What is the attribute for the group object that determines membership?
                                                        'group_attr'                =>  'GROUP_ATTR',
                                                        ## RT ATTRIBUTE MATCHING SECTION
                                                        # The list of RT attributes that uniquely identify a user
                                                        'attr_match_list'           => [    'Name',
                                                                                            'EmailAddress', 
                                                                                            'RealName',
                                                                                            'WorkPhone', 
                                                                                            'Address2'
                                                                                        ],
                                                        # The mapping of RT attributes on to LDAP attributes
                                                        'attr_map'                  =>  {   'Name' => 'sAMAccountName',
                                                                                            'EmailAddress' => 'mail',
                                                                                            'Organization' => 'physicalDeliveryOfficeName',
                                                                                            'RealName' => 'cn',
                                                                                            'ExternalAuthId' => 'sAMAccountName',
                                                                                            'Gecos' => 'sAMAccountName',
                                                                                            'WorkPhone' => 'telephoneNumber',
                                                                                            'Address1' => 'streetAddress',
                                                                                            'City' => 'l',
                                                                                            'State' => 'st',
                                                                                            'Zip' => 'postalCode',
                                                                                            'Country' => 'co'
                                                                                        }
                                                    }
                                }
);

1;
-----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, July 19, 2011 11:25 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts

On Mon, Jul 18, 2011 at 11:30:27AM -0400, Gerrard Leach wrote:
> RT is integrated to an internal Microsoft Active Directory Server for 
> authentication, and no the email addresses are not corporate ones.
> (Using Gmail ones etc. to send in emails when they cannot VPN in to 
> access RT, or their domain credentials are locked out etc.

Do you have RT-Authen-ExternalAuth configured to allow for account creation for emails outside your AD server?

If not, there will never be a current user and this will cause CommandByMail to fail when it tries to find Custom Fields.

Do you actually want external users using CommandByMail?  If not, I suggest using the configuration to limit the extension to Privileged or a smaller group of users.

-kevin

> The version I believe is 0.07.
> 
> Gerrard
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin 
> Falcone
> Sent: Monday, July 18, 2011 11:06 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Error when receiving emails from external 
> (e.g. gmail) accounts
> 
> On Fri, Jul 15, 2011 at 01:12:40PM -0400, Gerrard Leach wrote:
> > We are receiving an error when non-corporate user accounts send email to our help desk within our production system.
> 
> Do these users have RT User records?  The error implies that they do not.  Also, without knowing what version of RT-Extension-CommandByMail that you're running, it isn't possible to look and see what line 484 is doing.
> 
> -kevin
> 
> > We are using version 3.8.7 and are seeing the following error when these emails are received.
> > 
> > This sounds permissions related somehow.
> > Thanks for any help you can provide.
> > Gerrard
> > ___________________________________________________
> > RT server error.
> > 
> > The RT server which handled your email did not behave as expected. 
> > It
> > said:
> > 
> > Can't call method "HasRight" on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1277.
> > 
> > Stack:
> > [/opt/rt3/bin/../lib/RT/User_Overlay.pm:1277]
> > [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:1223]
> > [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:1188]
> > [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:635]
> > [/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/
> > Em
> > ail/Filter/TakeAction.pm:484]
> > [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1560]
> > [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1377]
> > [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]
> > 
> > "|/etc/smrsh/rt-mailgate --queue IT --action correspond --url 
> > http://rt.domain.com/"... Deferred: prog mailer (/usr/sbin/smrsh) 
> > exited with EX_TEMPFAIL
> > Warning: message still undelivered after 4 hours Will keep trying 
> > until message is 5 days old Download (untitled) 
> > message/delivery-status 456b
> > Reporting-MTA: dns; rt.domain.com
> > Arrival-Date: Thu, 14 Jul 2011 14:46:22 -0400
> > 
> > Original-Recipient: rfc822;btiit at domain.com
> > Final-Recipient: RFC822; btiit at rt.domain.com
> > X-Actual-Recipient: X-Unix; |/etc/smrsh/rt-mailgate --queue IT 
> > --action correspond --url http://rt.domain.com/
> > Action: delayed
> > Status: 4.2.0
> > Diagnostic-Code: X-Unix; 75
> > Last-Attempt-Date: Thu, 14 Jul 2011 19:51:38 -0400
> > Will-Retry-Until: Tue, 19 Jul 2011 14:46:22 -0400
> > 
> > --------
> > 2011 Training: http://bestpractical.com/services/training.html
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html


From falcone at bestpractical.com  Tue Jul 19 12:28:45 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 19 Jul 2011 12:28:45 -0400
Subject: [rt-users] Error when receiving emails from external (e.g.
 gmail) accounts
In-Reply-To: <5D3B4820FE8D574AAA09609D5AECF6C2035AF90CA6@mail.btisystems.com>
References: <5D3B4820FE8D574AAA09609D5AECF6C2035AF0F5EF@mail.btisystems.com>
	<20110718150531.GV27846@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF0FE3C@mail.btisystems.com>
	<20110719152459.GE71999@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF90CA6@mail.btisystems.com>
Message-ID: <20110719162845.GF71999@jibsheet.com>

On Tue, Jul 19, 2011 at 11:56:14AM -0400, Gerrard Leach wrote:
> I believe so, 
> In /etc/RT_SiteConfig.pm, I have the following at the bottom
> Set($AutoCreateNonExternalUsers,    1);

Great, now we're back to my original question:

> > Do these users have RT User records?  The error implies that they do not.

You can find this by searching in the admin UI

> Do you actually want external users using CommandByMail?  If not, I suggest using the configuration to limit the extension to Privileged or a smaller group of users.

And my follow-on question

-kevin
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From gleach at btisystems.com  Tue Jul 19 13:50:56 2011
From: gleach at btisystems.com (Gerrard Leach)
Date: Tue, 19 Jul 2011 13:50:56 -0400
Subject: [rt-users] Error when receiving emails from external (e.g.
 gmail) accounts
In-Reply-To: <20110719162845.GF71999@jibsheet.com>
References: <5D3B4820FE8D574AAA09609D5AECF6C2035AF0F5EF@mail.btisystems.com>
	<20110718150531.GV27846@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF0FE3C@mail.btisystems.com>
	<20110719152459.GE71999@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF90CA6@mail.btisystems.com>
	<20110719162845.GF71999@jibsheet.com>
Message-ID: <5D3B4820FE8D574AAA09609D5AECF6C2035AF90E05@mail.btisystems.com>

Looking at Configuration | Users, there are no external users.

Yes, we do want external users to be able to create tickets via email so that in the case they need help and can't access or corporate network, they can send requests from personal email accounts to our instance of RT.

Thanks for your help

Gerrard

-----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, July 19, 2011 12:29 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts

On Tue, Jul 19, 2011 at 11:56:14AM -0400, Gerrard Leach wrote:
> I believe so, 
> In /etc/RT_SiteConfig.pm, I have the following at the bottom
> Set($AutoCreateNonExternalUsers,    1);

Great, now we're back to my original question:

> > Do these users have RT User records?  The error implies that they do not.

You can find this by searching in the admin UI

> Do you actually want external users using CommandByMail?  If not, I suggest using the configuration to limit the extension to Privileged or a smaller group of users.

And my follow-on question

-kevin


From bob at computerisms.ca  Tue Jul 19 13:45:39 2011
From: bob at computerisms.ca (Bob Miller)
Date: Tue, 19 Jul 2011 10:45:39 -0700
Subject: [rt-users] print.css
Message-ID: <1311097539.1718.33.camel@worklian.computerisms.bob>

Good Day;
I have spent several hours backfilling my html knowledge, specifically
on the link attribute.  As I understand it, when I print (or print
preview), a different css file is supposed to be used because there is a
link line with media="print" in it.  When I chase this farther, the css
file it should be using is print.css.  The contents of print.css
indicate to me that it should not show a number of div id's and classes
that refer to the the ticket metadata when printing.
However, when I try to print a ticket, all of the ticket metadata does
show up and occupies about a page before the body of the ticket is
printed.
I have tried to find any documentation on the wiki and google, what
little reference I have found has me thinking it should work as is.
Clearly I am missing something, could someone point me at something that
will explain how to take advantage of the print.css file?
-- 
Bob Miller
334-7117/660-5315
http://computerisms.ca
bob at computerisms.ca
Network, Internet, Server,
and Open Source Solutions



From kfcrocker at lbl.gov  Tue Jul 19 13:56:16 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 19 Jul 2011 10:56:16 -0700
Subject: [rt-users] Sending Reminder E-Mails
In-Reply-To: <20110719151034.GC71999@jibsheet.com>
References: <274274241.22678.1311040755110.JavaMail.root@mail-01.cse.ucsc.edu>
	<20110719151034.GC71999@jibsheet.com>
Message-ID: <CABqKps-t-1UQO67UQ45pAfQXj3M4+F_umN_NQTRcYcMDfKce-Q@mail.gmail.com>

Tim,

Yep. I set up a dashboard for a few Queues that do exactly that. Create the
appropriate Query, put it in a dashboard and set up the subscriptions and
your set.

Kenn
LBNL

On Tue, Jul 19, 2011 at 8:10 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Mon, Jul 18, 2011 at 06:59:15PM -0700, Tim Gustafson wrote:
> > I've been perusing through a Google search about having RT send
> > reminder e-mails and I've found some things that are rather dated and
> > none of them seem to exactly achieve what I want, so I thought I'd
> > check with the list to see if there is anything I'm not finding.
>
> >
> > What I'd like to do is send one reminder e-mail per day to each user
> > about tickets that are unowned but that exist in queues that they have
> > access to. So, each user should get one e-mail each day that lists all
> > the unowned tickets that are in queues that they have access to take.
>
> Sounds like something that would be perfect as a Dashboard with a
> daily subscription
>
> -kevin
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
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From trs at bestpractical.com  Tue Jul 19 14:00:34 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 19 Jul 2011 14:00:34 -0400
Subject: [rt-users] print.css
In-Reply-To: <1311097539.1718.33.camel@worklian.computerisms.bob>
References: <1311097539.1718.33.camel@worklian.computerisms.bob>
Message-ID: <4E25C642.5060901@bestpractical.com>

On 07/19/2011 01:45 PM, Bob Miller wrote:
> The contents of print.css
> indicate to me that it should not show a number of div id's and classes
> that refer to the the ticket metadata when printing.
> However, when I try to print a ticket, all of the ticket metadata does
> show up and occupies about a page before the body of the ticket is
> printed.

The print stylesheet does need some updating for 4.0 and could use some
all around love to make it much more friendly, but that ticket metadata
was always meant to print.  It's basic information about the ticket that
people expect to see.

(The selectors you're seeing are referencing chrome around the ticket
metadata, not the metadata itself.)

Thomas


From yan at seiner.com  Tue Jul 19 14:12:54 2011
From: yan at seiner.com (Yan Seiner)
Date: Tue, 19 Jul 2011 11:12:54 -0700 (PDT)
Subject: [rt-users] Threading of comments
Message-ID: <766f476aa22878ec1a3ed9a08d7eafff.squirrel@mail.seiner.com>

Does anyone know if the comments can be threaded?

Right now they appear in chronological order.  A user can Reply or Comment
at the root level of the ticket, or to a specific comment.

It would be useful to us to ahve the replies and comments to comments
group together as in a threaded view.



From falcone at bestpractical.com  Tue Jul 19 14:29:24 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 19 Jul 2011 14:29:24 -0400
Subject: [rt-users] Error when receiving emails from external (e.g.
 gmail) accounts
In-Reply-To: <5D3B4820FE8D574AAA09609D5AECF6C2035AF90E05@mail.btisystems.com>
References: <5D3B4820FE8D574AAA09609D5AECF6C2035AF0F5EF@mail.btisystems.com>
	<20110718150531.GV27846@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF0FE3C@mail.btisystems.com>
	<20110719152459.GE71999@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF90CA6@mail.btisystems.com>
	<20110719162845.GF71999@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF90E05@mail.btisystems.com>
Message-ID: <20110719182924.GG71999@jibsheet.com>

On Tue, Jul 19, 2011 at 01:50:56PM -0400, Gerrard Leach wrote:
> Looking at Configuration | Users, there are no external users.

As I said, you need to search, that page only lists privileged users.

> Yes, we do want external users to be able to create tickets via email so that in the case they need help and can't access or corporate network, they can send requests from personal email accounts to our instance of RT.

That's not what I asked.
> > Do you actually want external users using CommandByMail?  If not, I suggest using the configuration to limit the extension to Privileged or a smaller group of users.

Users can create tickets and reply without using CommandByMail

-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: Tuesday, July 19, 2011 12:29 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts
> 
> On Tue, Jul 19, 2011 at 11:56:14AM -0400, Gerrard Leach wrote:
> > I believe so, 
> > In /etc/RT_SiteConfig.pm, I have the following at the bottom
> > Set($AutoCreateNonExternalUsers,    1);
> 
> Great, now we're back to my original question:
> 
> > > Do these users have RT User records?  The error implies that they do not.
> 
> You can find this by searching in the admin UI
> 
> > Do you actually want external users using CommandByMail?  If not, I suggest using the configuration to limit the extension to Privileged or a smaller group of users.
> 
> And my follow-on question
> 
> -kevin
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html
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From kfcrocker at lbl.gov  Tue Jul 19 14:47:26 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 19 Jul 2011 11:47:26 -0700
Subject: [rt-users] print.css
In-Reply-To: <4E25C642.5060901@bestpractical.com>
References: <1311097539.1718.33.camel@worklian.computerisms.bob>
	<4E25C642.5060901@bestpractical.com>
Message-ID: <CABqKps9Rjrp=4X0dqZAoJL72kbL7Kmpx5+RUs4ejJai+qM7FiQ@mail.gmail.com>

Thomas,

I don't want to look like an idiot, but I have been using RT since 3.4 and
have never seen a print option, under tools or whatever. Is it an extension
or plugin? How do I find it and what does it do?

Kenn
LBNL

On Tue, Jul 19, 2011 at 11:00 AM, Thomas Sibley <trs at bestpractical.com>wrote:

> On 07/19/2011 01:45 PM, Bob Miller wrote:
> > The contents of print.css
> > indicate to me that it should not show a number of div id's and classes
> > that refer to the the ticket metadata when printing.
> > However, when I try to print a ticket, all of the ticket metadata does
> > show up and occupies about a page before the body of the ticket is
> > printed.
>
> The print stylesheet does need some updating for 4.0 and could use some
> all around love to make it much more friendly, but that ticket metadata
> was always meant to print.  It's basic information about the ticket that
> people expect to see.
>
> (The selectors you're seeing are referencing chrome around the ticket
> metadata, not the metadata itself.)
>
> Thomas
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
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From ruz at bestpractical.com  Tue Jul 19 14:50:03 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 19 Jul 2011 22:50:03 +0400
Subject: [rt-users] Threading of comments
In-Reply-To: <766f476aa22878ec1a3ed9a08d7eafff.squirrel@mail.seiner.com>
References: <766f476aa22878ec1a3ed9a08d7eafff.squirrel@mail.seiner.com>
Message-ID: <CAMOxC8t6nvhE0zYNp-adu+u9nWp+Bj1nD3Z6Wdq5MZ8ByNmevQ@mail.gmail.com>

Hi,

There is no such functionality in the core and I don't know extension
that implements it.

On Tue, Jul 19, 2011 at 10:12 PM, Yan Seiner <yan at seiner.com> wrote:
> Does anyone know if the comments can be threaded?
>
> Right now they appear in chronological order. ?A user can Reply or Comment
> at the root level of the ticket, or to a specific comment.
>
> It would be useful to us to ahve the replies and comments to comments
> group together as in a threaded view.
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>



-- 
Best regards, Ruslan.


From trs at bestpractical.com  Tue Jul 19 14:57:05 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 19 Jul 2011 14:57:05 -0400
Subject: [rt-users] print.css
In-Reply-To: <CABqKps9Rjrp=4X0dqZAoJL72kbL7Kmpx5+RUs4ejJai+qM7FiQ@mail.gmail.com>
References: <1311097539.1718.33.camel@worklian.computerisms.bob>	<4E25C642.5060901@bestpractical.com>
	<CABqKps9Rjrp=4X0dqZAoJL72kbL7Kmpx5+RUs4ejJai+qM7FiQ@mail.gmail.com>
Message-ID: <4E25D381.4050400@bestpractical.com>

On 07/19/2011 02:47 PM, Kenneth Crocker wrote:
> I don't want to look like an idiot, but I have been using RT since 3.4
> and have never seen a print option, under tools or whatever. Is it an
> extension or plugin? How do I find it and what does it do?

Print stylesheet are applied by your browser on top of the normal
stylesheets when you choose to print the web page from your browser.
The printing part isn't RT specific, only the print.css stylesheet that
RT ships with.

Thomas


From gleach at btisystems.com  Tue Jul 19 15:21:51 2011
From: gleach at btisystems.com (Gerrard Leach)
Date: Tue, 19 Jul 2011 15:21:51 -0400
Subject: [rt-users] Error when receiving emails from external (e.g.
 gmail) accounts
In-Reply-To: <20110719182924.GG71999@jibsheet.com>
References: <5D3B4820FE8D574AAA09609D5AECF6C2035AF0F5EF@mail.btisystems.com>
	<20110718150531.GV27846@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF0FE3C@mail.btisystems.com>
	<20110719152459.GE71999@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF90CA6@mail.btisystems.com>
	<20110719162845.GF71999@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF90E05@mail.btisystems.com>
	<20110719182924.GG71999@jibsheet.com>
Message-ID: <5D3B4820FE8D574AAA09609D5AECF6C2035AF90F59@mail.btisystems.com>

Kevin,
I apologize for this misunderstanding, as stated I am new to RT and the previous owner is no longer with the company.

After performing the search for users, I do see many users, however I don't see one from my personal email account which gave me the error I started the ticket with.

I guess I am not familiar with CommandByMail vs. other options for creating and responding to tickets.

Gerrard
-----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, July 19, 2011 2:29 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts

On Tue, Jul 19, 2011 at 01:50:56PM -0400, Gerrard Leach wrote:
> Looking at Configuration | Users, there are no external users.

As I said, you need to search, that page only lists privileged users.

> Yes, we do want external users to be able to create tickets via email so that in the case they need help and can't access or corporate network, they can send requests from personal email accounts to our instance of RT.

That's not what I asked.
> > Do you actually want external users using CommandByMail?  If not, I suggest using the configuration to limit the extension to Privileged or a smaller group of users.

Users can create tickets and reply without using CommandByMail

-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: Tuesday, July 19, 2011 12:29 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts
> 
> On Tue, Jul 19, 2011 at 11:56:14AM -0400, Gerrard Leach wrote:
> > I believe so, 
> > In /etc/RT_SiteConfig.pm, I have the following at the bottom
> > Set($AutoCreateNonExternalUsers,    1);
> 
> Great, now we're back to my original question:
> 
> > > Do these users have RT User records?  The error implies that they do not.
> 
> You can find this by searching in the admin UI
> 
> > Do you actually want external users using CommandByMail?  If not, I suggest using the configuration to limit the extension to Privileged or a smaller group of users.
> 
> And my follow-on question
> 
> -kevin
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html


From kfcrocker at lbl.gov  Tue Jul 19 15:23:45 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 19 Jul 2011 12:23:45 -0700
Subject: [rt-users] print.css
In-Reply-To: <4E25D381.4050400@bestpractical.com>
References: <1311097539.1718.33.camel@worklian.computerisms.bob>
	<4E25C642.5060901@bestpractical.com>
	<CABqKps9Rjrp=4X0dqZAoJL72kbL7Kmpx5+RUs4ejJai+qM7FiQ@mail.gmail.com>
	<4E25D381.4050400@bestpractical.com>
Message-ID: <CABqKps_y5pYeEoQqCzFQ51bHP6RwBuuRcsENE5Bmbga9uZsGxQ@mail.gmail.com>

Thomas,

I'll have to give it a try and see what happens. Thanks.

Kenn
LBNL

On Tue, Jul 19, 2011 at 11:57 AM, Thomas Sibley <trs at bestpractical.com>wrote:

> On 07/19/2011 02:47 PM, Kenneth Crocker wrote:
> > I don't want to look like an idiot, but I have been using RT since 3.4
> > and have never seen a print option, under tools or whatever. Is it an
> > extension or plugin? How do I find it and what does it do?
>
> Print stylesheet are applied by your browser on top of the normal
> stylesheets when you choose to print the web page from your browser.
> The printing part isn't RT specific, only the print.css stylesheet that
> RT ships with.
>
> Thomas
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
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From bob at computerisms.ca  Tue Jul 19 16:19:30 2011
From: bob at computerisms.ca (Bob Miller)
Date: Tue, 19 Jul 2011 13:19:30 -0700
Subject: [rt-users] print.css
In-Reply-To: <4E25C642.5060901@bestpractical.com>
References: <1311097539.1718.33.camel@worklian.computerisms.bob>
	<4E25C642.5060901@bestpractical.com>
Message-ID: <1311106770.1718.52.camel@worklian.computerisms.bob>

Thanks Thomas

On Tue, 2011-07-19 at 14:00 -0400, Thomas Sibley wrote:
> On 07/19/2011 01:45 PM, Bob Miller wrote:
> > The contents of print.css
> > indicate to me that it should not show a number of div id's and classes
> > that refer to the the ticket metadata when printing.
> > However, when I try to print a ticket, all of the ticket metadata does
> > show up and occupies about a page before the body of the ticket is
> > printed.
> 
> The print stylesheet does need some updating for 4.0 and could use some
> all around love to make it much more friendly, but that ticket metadata
> was always meant to print.  It's basic information about the ticket that
> people expect to see.

I see, so to make it take up less room on the page, collapse the
metadata sections.  A complete mis-interpretation of how it was supposed
to work on my part, thank you for clarifying...

> 
> (The selectors you're seeing are referencing chrome around the ticket
> metadata, not the metadata itself.)
> 
> Thomas
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html

-- 
Bob Miller
334-7117/660-5315
http://computerisms.ca
bob at computerisms.ca
Network, Internet, Server,
and Open Source Solutions



From roberto.j.hoyle at dartmouth.edu  Tue Jul 19 16:49:05 2011
From: roberto.j.hoyle at dartmouth.edu (Roberto Hoyle)
Date: Tue, 19 Jul 2011 20:49:05 +0000 (UTC)
Subject: [rt-users] Missing Menu on Left
Message-ID: <loom.20110719T224409-728@post.gmane.org>

I started anew with an upgrade of RT 3.8 to 4.0 in a new directory, and got the 
system up and running, however the menu in the left-hand side is not visible, 
nor is the top pane that normally should say:
 "Logged in as Roberto J. Hoyle | Preferences | Logout"

I can view the source of the page and see the menu in the HTML, but it is 
not visible when the page loads.

Any hints as to what may be causing this?  The URL for the site is
 https://libdesign.dartmouth.edu/rt/index.html

thanks,

r.




From trs at bestpractical.com  Tue Jul 19 16:57:29 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 19 Jul 2011 16:57:29 -0400
Subject: [rt-users] Missing Menu on Left
In-Reply-To: <loom.20110719T224409-728@post.gmane.org>
References: <loom.20110719T224409-728@post.gmane.org>
Message-ID: <4E25EFB9.8060007@bestpractical.com>

On 07/19/2011 04:49 PM, Roberto Hoyle wrote:
> I started anew with an upgrade of RT 3.8 to 4.0 in a new directory, and got the 
> system up and running, however the menu in the left-hand side is not visible, 
> nor is the top pane that normally should say:
>  "Logged in as Roberto J. Hoyle | Preferences | Logout"

The new 4.0 default theme is different than the 3.8 one.  Take a look at
the screenshots here: http://bestpractical.com/rt/screenshots.html

> Any hints as to what may be causing this?  The URL for the site is
>  https://libdesign.dartmouth.edu/rt/index.html

We can't see that since it's behind Dartmouth's webauth.  Can you post a
screenshot and browser information?

Thomas


From James_Zuelow at ci.juneau.ak.us  Tue Jul 19 22:29:47 2011
From: James_Zuelow at ci.juneau.ak.us (James Zuelow)
Date: Tue, 19 Jul 2011 18:29:47 -0800
Subject: [rt-users] Missing Menu on Left
In-Reply-To: <loom.20110719T224409-728@post.gmane.org>
References: <loom.20110719T224409-728@post.gmane.org>
Message-ID: <4A09477D575C2C4B86497161427DD94C1631D043FB@city-exchange07>

----Original Message----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf
Of Roberto Hoyle
Sent: Tuesday, July 19, 2011 12:49 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Missing Menu on Left

> I started anew with an upgrade of RT 3.8 to 4.0 in a new directory,
> and got the system up and running, however the menu in the left-hand
> side 
> is not visible,
> nor is the top pane that normally should say:
>  "Logged in as Roberto J. Hoyle | Preferences | Logout"
> 
> I can view the source of the page and see the menu in the
> HTML, but it is
> not visible when the page loads.
> 
> Any hints as to what may be causing this?  The URL for the site is
>  https://libdesign.dartmouth.edu/rt/index.html
> 

You don't, by chance, have mod_speling enabled do you?

When I started testing 4.0.1 I had mod_speling enabled to fix capitalization, and that broke the RT menus.

James Zuelow
Systems Operations Manager
City and Borough of Juneau MIS
(907) 586-0236 

From vt at chgk.info  Wed Jul 20 00:20:09 2011
From: vt at chgk.info (Vitaly Tskhovrebov)
Date: Wed, 20 Jul 2011 08:20:09 +0400
Subject: [rt-users] Customize ticket display
In-Reply-To: <bay148-w224985E8485B5DFFAEA567AE400@phx.gbl>
References: <bay148-w224985E8485B5DFFAEA567AE400@phx.gbl>
Message-ID: <4E265779.3070308@chgk.info>

Yes, you can.

Every page is consists of Callbacks. Just copy Display page to local 
folder by same path and add needed callbacks copy-pasted from basics 
page into it.

I think you have to manage to do that less then an hour. I did.

-- 
Regards, Vitaly Tskhovrebov
Senior System Administrator
U.S. +1 (206) 905-9939
Russia +7 911 094-2035


From Joanne.Keown at coloradogroup.com.au  Wed Jul 20 00:43:31 2011
From: Joanne.Keown at coloradogroup.com.au (Joanne Keown)
Date: Wed, 20 Jul 2011 14:43:31 +1000
Subject: [rt-users] Missing Menu on Left
In-Reply-To: <4A09477D575C2C4B86497161427DD94C1631D043FB@city-exchange07>
References: <loom.20110719T224409-728@post.gmane.org>
	<4A09477D575C2C4B86497161427DD94C1631D043FB@city-exchange07>
Message-ID: <0F5FC019E0CDF3459EE1B8D44E850727480CA63CE7@BNE-EXCH.coloradogroup.com.au>

I noticed that there seems to be a display issue with Internet Explorer 9, where "Web2" is the chosen display theme .  Safari renders it fine, but I haven't tried any others.

Could this be your issue?

Jo


> I started anew with an upgrade of RT 3.8 to 4.0 in a new directory,
> and got the system up and running, however the menu in the left-hand
> side 
> is not visible,
> nor is the top pane that normally should say:
>  "Logged in as Roberto J. Hoyle | Preferences | Logout"
> 
> I can view the source of the page and see the menu in the
> HTML, but it is
> not visible when the page loads.
> 
> Any hints as to what may be causing this?  The URL for the site is
>  https://libdesign.dartmouth.edu/rt/index.html
> 

You don't, by chance, have mod_speling enabled do you?

When I started testing 4.0.1 I had mod_speling enabled to fix capitalization, and that broke the RT menus.

James Zuelow
Systems Operations Manager
City and Borough of Juneau MIS
(907) 586-0236 

--------
2011 Training: http://bestpractical.com/services/training.html


From adisan82 at gmail.com  Wed Jul 20 07:35:22 2011
From: adisan82 at gmail.com (Adrian Stel)
Date: Wed, 20 Jul 2011 13:35:22 +0200
Subject: [rt-users] Problem with login when we using https://
Message-ID: <CALWHj_Bcw1=Jj0TaeFkbO2eR9bW+z19NnWQ35AUgytDhcRJ9zw@mail.gmail.com>

Hi All,


RT from deb, version 3.8.8

we have strange problem, we are using certificates for authentication
to RT. User name in RT should be the same as your CN. The problem is
if we have different user name and using https://, in normal case we
should be able to use user/pass. And we are, but until we click on any
link. After that we will be automatically logged off.


Any idea what is wrong or perhaps this is not issues ?? If this is not
issues pleace tell me way this happend.



-- 
Best Regards
Adrian Stelmaszyk


From falcone at bestpractical.com  Wed Jul 20 08:37:58 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 20 Jul 2011 08:37:58 -0400
Subject: [rt-users] Missing Menu on Left
In-Reply-To: <0F5FC019E0CDF3459EE1B8D44E850727480CA63CE7@BNE-EXCH.coloradogroup.com.au>
References: <loom.20110719T224409-728@post.gmane.org>
	<4A09477D575C2C4B86497161427DD94C1631D043FB@city-exchange07>
	<0F5FC019E0CDF3459EE1B8D44E850727480CA63CE7@BNE-EXCH.coloradogroup.com.au>
Message-ID: <20110720123758.GH71999@jibsheet.com>

On Wed, Jul 20, 2011 at 02:43:31PM +1000, Joanne Keown wrote:
> I noticed that there seems to be a display issue with Internet Explorer 9, where "Web2" is the chosen display theme .  Safari renders it fine, but I haven't tried any others.

Web2 isn't the default theme on RT4, aileron is, but yours is the
first report I've seen of incompatibilities with IE9 and the web2
themes on RT4

If you're seeing problems, please report them to the bugtracker with
screenshots.

-kevin

> > I started anew with an upgrade of RT 3.8 to 4.0 in a new directory,
> > and got the system up and running, however the menu in the left-hand
> > side 
> > is not visible,
> > nor is the top pane that normally should say:
> >  "Logged in as Roberto J. Hoyle | Preferences | Logout"
> > 
> > I can view the source of the page and see the menu in the
> > HTML, but it is
> > not visible when the page loads.
> > 
> > Any hints as to what may be causing this?  The URL for the site is
> >  https://libdesign.dartmouth.edu/rt/index.html
> > 
> 
> You don't, by chance, have mod_speling enabled do you?
> 
> When I started testing 4.0.1 I had mod_speling enabled to fix capitalization, and that broke the RT menus.
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From falcone at bestpractical.com  Wed Jul 20 08:38:42 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 20 Jul 2011 08:38:42 -0400
Subject: [rt-users] Problem with login when we using https://
In-Reply-To: <CALWHj_Bcw1=Jj0TaeFkbO2eR9bW+z19NnWQ35AUgytDhcRJ9zw@mail.gmail.com>
References: <CALWHj_Bcw1=Jj0TaeFkbO2eR9bW+z19NnWQ35AUgytDhcRJ9zw@mail.gmail.com>
Message-ID: <20110720123842.GI71999@jibsheet.com>

On Wed, Jul 20, 2011 at 01:35:22PM +0200, Adrian Stel wrote:
> we have strange problem, we are using certificates for authentication
> to RT. User name in RT should be the same as your CN. The problem is
> if we have different user name and using https://, in normal case we
> should be able to use user/pass. And we are, but until we click on any
> link. After that we will be automatically logged off.

Please provide the link before and after the click that logs you off.
You also should provide your configuration and relevant logs.

-kevin
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From falcone at bestpractical.com  Wed Jul 20 08:40:14 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 20 Jul 2011 08:40:14 -0400
Subject: [rt-users] Customize ticket display
In-Reply-To: <4E265779.3070308@chgk.info>
References: <bay148-w224985E8485B5DFFAEA567AE400@phx.gbl>
	<4E265779.3070308@chgk.info>
Message-ID: <20110720124014.GJ71999@jibsheet.com>

On Wed, Jul 20, 2011 at 08:20:09AM +0400, Vitaly Tskhovrebov wrote:
> Yes, you can.
> 
> Every page is consists of Callbacks. Just copy Display page to local
> folder by same path and add needed callbacks copy-pasted from basics
> page into it.
> 
> I think you have to manage to do that less then an hour. I did.

There is further documentation of what to do here:
http://requesttracker.wikia.com/wiki/Customizing

-kevin
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From hgalindo at udo.edu.ve  Mon Jul 18 11:43:14 2011
From: hgalindo at udo.edu.ve (Hernan Galindo)
Date: Mon, 18 Jul 2011 11:13:14 -0430
Subject: [rt-users] Problemas
Message-ID: <CAJ8PCaQBpVTuxAydPydVyc=Xy+FT+pn1o-KDToct8PLUy=EUuw@mail.gmail.com>

Buenas quisiera saber como puedo resover un problema que tengo con el
RT(Universidad de Oriente venezuela), ya que el mismo muestra las
estadisticas de los casos resueltos por propietario, sin especificar el
usuario, solo muestra una sola barra con la cantidad de casos.

-- 
Hernan Galindo
Tecnico en Redes
Coordinacion de Teleinformatica
UDO-Rectorado
Oficina:02934008030
Celular:0412-8347821
E-mail: hgalindo at udo.edu.ve
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From vibeinjection at yahoo.com  Wed Jul 20 08:46:03 2011
From: vibeinjection at yahoo.com (Ich Wersonst)
Date: Wed, 20 Jul 2011 13:46:03 +0100 (BST)
Subject: [rt-users] Rt 4.0.1 and XAMPP
Message-ID: <1311165963.55252.YahooMailClassic@web29113.mail.ird.yahoo.com>

Hello,

I am using SUSE Linux Enterprise Server 11 (i586) and XAMPP 1.7.4.

I have already installed RT 4.0.1 and managed to install the rt-database into the MySQL-Database-Server of the XAMPP stack. But now, I'm not sure how to manage the Apache2 configuration within the XAMPP-environment. 

For example, according to the install Guide on SLES11 I have to add "perl" to the APACHE_MODULES variable in /etc/sysconfig/apache2

And after that I have to create the file "rt.conf" under /etc/apache2/vhosts.d

Does anyone know where I have to configure respectively create these files in XAMPP?
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From falcone at bestpractical.com  Wed Jul 20 08:50:51 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 20 Jul 2011 08:50:51 -0400
Subject: [rt-users] Rt 4.0.1 and XAMPP
In-Reply-To: <1311165963.55252.YahooMailClassic@web29113.mail.ird.yahoo.com>
References: <1311165963.55252.YahooMailClassic@web29113.mail.ird.yahoo.com>
Message-ID: <20110720125051.GK71999@jibsheet.com>

On Wed, Jul 20, 2011 at 01:46:03PM +0100, Ich Wersonst wrote:
>    Hello,
> 
>    I am using SUSE Linux Enterprise Server 11 (i586) and XAMPP 1.7.4.
> 
>    I have already installed RT 4.0.1 and managed to install the rt-database into the
>    MySQL-Database-Server of the XAMPP stack. But now, I'm not sure how to manage the Apache2
>    configuration within the XAMPP-environment.
> 
>    For example, according to the install Guide on SLES11 I have to add "perl" to the
>    APACHE_MODULES variable in /etc/sysconfig/apache2
> 
>    And after that I have to create the file "rt.conf" under /etc/apache2/vhosts.d
> 
>    Does anyone know where I have to configure respectively create these files in XAMPP?

While it won't be XAMPP specific, the included configuration
documentation is likely to be more accurate for an RT4 install than
an old third-party install document on the wiki.

A quick google finds http://www.apachefriends.org/en/xampp-linux.html
which explains where the apache configuration file lives.

-kevin
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From falcone at bestpractical.com  Wed Jul 20 08:51:57 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 20 Jul 2011 08:51:57 -0400
Subject: [rt-users] Error when receiving emails from external (e.g.
 gmail) accounts
In-Reply-To: <5D3B4820FE8D574AAA09609D5AECF6C2035AF90F59@mail.btisystems.com>
References: <5D3B4820FE8D574AAA09609D5AECF6C2035AF0F5EF@mail.btisystems.com>
	<20110718150531.GV27846@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF0FE3C@mail.btisystems.com>
	<20110719152459.GE71999@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF90CA6@mail.btisystems.com>
	<20110719162845.GF71999@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF90E05@mail.btisystems.com>
	<20110719182924.GG71999@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF90F59@mail.btisystems.com>
Message-ID: <20110720125157.GL71999@jibsheet.com>

On Tue, Jul 19, 2011 at 03:21:51PM -0400, Gerrard Leach wrote:
> After performing the search for users, I do see many users, however I don't see one from my personal email account which gave me the error I started the ticket with.
> I guess I am not familiar with CommandByMail vs. other options for creating and responding to tickets.

What is the content of the email you are testing from your gmail
account?  Also, to learn more about CommandByMail, you can read the
README and INSTALL files that ship with it.  They're also linked from
here:
http://search.cpan.org/dist/RT-Extension-CommandByMail/

-kevin
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From emhnemhn at gmail.com  Wed Jul 20 09:03:44 2011
From: emhnemhn at gmail.com (Ernesto =?ISO-8859-1?Q?Hern=E1ndez-Novich?=)
Date: Wed, 20 Jul 2011 08:33:44 -0430
Subject: [rt-users] Problemas
In-Reply-To: <CAJ8PCaQBpVTuxAydPydVyc=Xy+FT+pn1o-KDToct8PLUy=EUuw@mail.gmail.com>
References: <CAJ8PCaQBpVTuxAydPydVyc=Xy+FT+pn1o-KDToct8PLUy=EUuw@mail.gmail.com>
Message-ID: <1311167024.20569.157.camel@deepthought.ius.cc>

On Mon, 2011-07-18 at 11:13 -0430, Hernan Galindo wrote:
> Buenas quisiera saber como puedo resover un problema que tengo con el
> RT(Universidad de Oriente venezuela), ya que el mismo muestra las
> estadisticas de los casos resueltos por propietario, sin especificar
> el usuario, solo muestra una sola barra con la cantidad de casos.

Hern?n, esta lista de correo es *exclusivamente* en idioma ingl?s, as?
que procura que tus preguntas futuras sean formuladas en ese idioma.

Por otro lado, para que el grupo pueda ayudarte mejor, es importante que
indiques cu?l versi?n de RT est?s utilizando.

For the non-spanish readers, I pointed out to Hern?n that this is an
english-only list, and suggested that future questions should be written
in said language.

I also pointed out that in order for the group to be able to help, he
has to provide at least his RT's version.
-- 
Ernesto Hern?ndez-Novich - @iamemhn - Unix: Live free or die!
Geek by nature, Linux by choice, Debian of course.
If you can't aptitude it, it isn't useful or doesn't exist.
GPG Key Fingerprint = 438C 49A2 A8C7 E7D7 1500 C507 96D6 A3D6 2F4C 85E3



From ruz at bestpractical.com  Wed Jul 20 09:08:26 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 20 Jul 2011 17:08:26 +0400
Subject: [rt-users] Problemas
In-Reply-To: <CAJ8PCaQBpVTuxAydPydVyc=Xy+FT+pn1o-KDToct8PLUy=EUuw@mail.gmail.com>
References: <CAJ8PCaQBpVTuxAydPydVyc=Xy+FT+pn1o-KDToct8PLUy=EUuw@mail.gmail.com>
Message-ID: <CAMOxC8vv7MRHQM09hvzBxjyYxvg4ivvgrbdMFRqqf2rrZV4-xw@mail.gmail.com>

Hi,

Don't use Tools/Reports. In RT 3.8 and newer use charts feature after
performing search. Tools/Reports was dropped in RT 4.0.

2011/7/18 Hernan Galindo <hgalindo at udo.edu.ve>:
> Buenas quisiera saber como puedo resover un problema que tengo con el
> RT(Universidad de Oriente venezuela), ya que el mismo muestra las
> estadisticas de los casos resueltos por propietario, sin especificar el
> usuario, solo muestra una sola barra con la cantidad de casos.
>



-- 
Best regards, Ruslan.


From seanmcdaid2000 at gmail.com  Wed Jul 20 13:21:00 2011
From: seanmcdaid2000 at gmail.com (Sean McDaid)
Date: Wed, 20 Jul 2011 18:21:00 +0100
Subject: [rt-users] Can't change ticket statuses
Message-ID: <CANLQjM0HHJu0fv230e2henweTjjy=mra8HPPYaM0H84Hxe1j4Q@mail.gmail.com>

Hello,

After recently installing RT4, I have a load of ticket migrated from 3.8.

Previously on RT3 when as user logged in they were able to see and change
all the statuses of ticket they raised or owned.

Now in my new RT4 installation when a ticket is in Waiting state  the status
cannot be changed at all. When the ticket is in active
state I have only the options {open, new, stalled, reject, deleted}
available in the dropdown.

This is what I have in RT_SiteConfig.pm:
   @ActiveStatus = qw(new open po_req inv_po in_test) unless @ActiveStatus;
   @InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus;

Am I missing something, or does this have to do with LifeCycle in RT4?

Thanks
Sean
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From trs at bestpractical.com  Wed Jul 20 14:09:30 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 20 Jul 2011 14:09:30 -0400
Subject: [rt-users] Can't change ticket statuses
In-Reply-To: <CANLQjM0HHJu0fv230e2henweTjjy=mra8HPPYaM0H84Hxe1j4Q@mail.gmail.com>
References: <CANLQjM0HHJu0fv230e2henweTjjy=mra8HPPYaM0H84Hxe1j4Q@mail.gmail.com>
Message-ID: <4E2719DA.1070708@bestpractical.com>

On 07/20/2011 01:21 PM, Sean McDaid wrote:
> This is what I have in RT_SiteConfig.pm:
>    @ActiveStatus = qw(new open po_req inv_po in_test) unless @ActiveStatus;
>    @InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus;
> 
> Am I missing something, or does this have to do with LifeCycle in RT4?

As documented in docs/UPGRADING-4.0, those options no longer exist.  You
can get the same result using Lifecycles, and can read about them in
perldoc etc/RT_Config.pm.

Cheers,
Thomas


From brennanma at gmail.com  Wed Jul 20 15:58:28 2011
From: brennanma at gmail.com (Matt Brennan)
Date: Wed, 20 Jul 2011 15:58:28 -0400
Subject: [rt-users] One-Time CC Not Sending
Message-ID: <CACLBzuoXUnPz-XQemeF=uuneJHBoK0EDCtavVraym2Digws6TA@mail.gmail.com>

Good Day,

  I am having an issue where the One-Time CC doesn't seem to be
working on any of my queues. I have confirmed I have the follow
scrip's installed globally:

On Correspond Notify Other Recipients with Template Correspondance
On Comment Notify Other Recipients as Commant with Template Correspondance

No matter what I try, it won't CC. It does log RT-Send-CC on the
message with the proper address but doesn't record an outgoing message
to the user.

Thanks,
Matt


From ruz at bestpractical.com  Wed Jul 20 17:15:15 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 21 Jul 2011 01:15:15 +0400
Subject: [rt-users] One-Time CC Not Sending
In-Reply-To: <CACLBzuoXUnPz-XQemeF=uuneJHBoK0EDCtavVraym2Digws6TA@mail.gmail.com>
References: <CACLBzuoXUnPz-XQemeF=uuneJHBoK0EDCtavVraym2Digws6TA@mail.gmail.com>
Message-ID: <CAMOxC8sWuuJHCvARzrAS9JU09_m3WLA2xJvH6jt9yDvkzs1V5Q@mail.gmail.com>

Hi,

Enable debug logging. RT dumps a lot of data regarding recipients.

One thing is that one time recipients are affected by NotifyActor option
and squelching.

On Wed, Jul 20, 2011 at 11:58 PM, Matt Brennan <brennanma at gmail.com> wrote:
> Good Day,
>
> ?I am having an issue where the One-Time CC doesn't seem to be
> working on any of my queues. I have confirmed I have the follow
> scrip's installed globally:
>
> On Correspond Notify Other Recipients with Template Correspondance
> On Comment Notify Other Recipients as Commant with Template Correspondance
>
> No matter what I try, it won't CC. It does log RT-Send-CC on the
> message with the proper address but doesn't record an outgoing message
> to the user.
>
> Thanks,
> Matt
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>



-- 
Best regards, Ruslan.


From roberto.j.hoyle at dartmouth.edu  Wed Jul 20 18:46:48 2011
From: roberto.j.hoyle at dartmouth.edu (Roberto Hoyle)
Date: Wed, 20 Jul 2011 22:46:48 +0000 (UTC)
Subject: [rt-users] Missing Menu on Left
References: <loom.20110719T224409-728@post.gmane.org>
	<4A09477D575C2C4B86497161427DD94C1631D043FB@city-exchange07>
Message-ID: <loom.20110721T004329-232@post.gmane.org>

James Zuelow <James_Zuelow <at> ci.juneau.ak.us> writes:

> You don't, by chance, have mod_speling enabled do you?
> 
> When I started testing 4.0.1 I had mod_speling enabled to fix capitalization, 
> and that broke the RT menus.

Thanks, James!  That was exactly my problem.  Disabling mod_speling 
brought the menus out.

r.



From falcone at bestpractical.com  Wed Jul 20 18:51:01 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 20 Jul 2011 18:51:01 -0400
Subject: [rt-users] Missing Menu on Left
In-Reply-To: <loom.20110721T004329-232@post.gmane.org>
References: <loom.20110719T224409-728@post.gmane.org>
	<4A09477D575C2C4B86497161427DD94C1631D043FB@city-exchange07>
	<loom.20110721T004329-232@post.gmane.org>
Message-ID: <20110720225101.GA24977@jibsheet.com>

On Wed, Jul 20, 2011 at 10:46:48PM +0000, Roberto Hoyle wrote:
> James Zuelow <James_Zuelow <at> ci.juneau.ak.us> writes:
> 
> > You don't, by chance, have mod_speling enabled do you?
> > 
> > When I started testing 4.0.1 I had mod_speling enabled to fix capitalization, 
> > and that broke the RT menus.
> 
> Thanks, James!  That was exactly my problem.  Disabling mod_speling 
> brought the menus out.

I'd be fascinated to know what URL it is breaking so we can add a note
to the documentation.

-kevin
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From bjjenni at sandia.gov  Wed Jul 20 19:02:59 2011
From: bjjenni at sandia.gov (Jennings, Barbara)
Date: Wed, 20 Jul 2011 23:02:59 +0000
Subject: [rt-users] 4.0.1 Cannot search for attachments in native file format
Message-ID: <A9A1D24552926045AAC1F5B2E241ACF011963226@EXMB03.srn.sandia.gov>

We are not able to search for none text attachments in RT. Further, we indexed the RT database with google and the attachments do not open. Is there a config that we are missing or does RT not handle native format attachments?



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From simon at gikaku.com  Wed Jul 20 19:47:05 2011
From: simon at gikaku.com (Simon Walter)
Date: Wed, 20 Jul 2011 14:47:05 -0900
Subject: [rt-users] see new replies on home / dashboard
Message-ID: <201107210847.05639.simon@gikaku.com>

Hi all,

I'm new to RT. I've setup OTRS at my last company, and it was very useful. 
However, I like some of the RT features, and would like to be able to use it 
instead.

One thing I need is to be able to see clearly on the Home screen / Dashboard 
is when a new reply to an existing ticket enters the system via email. It's 
clear when there is a new ticket in a queue, but there is no indication when a 
ticket has a new email reply. There are times when an issue is pending a 
customer's reply. If there is no clear way to see these replies on the home 
screen, that's kind of a show stopper. I think that is the only thing I miss 
from OTRS.

Is there any way I can configure this? Should I be using RT differently? I'm all 
ears. Thanks!

Simon


From JHolcombe at fisd.us  Wed Jul 20 20:40:35 2011
From: JHolcombe at fisd.us (John P. Holcombe)
Date: Thu, 21 Jul 2011 00:40:35 +0000
Subject: [rt-users] Transitioning from RT 3.2.2 to RT 4.0.1 - problem
 updating the Schema
Message-ID: <315A9BF34AAFFF4FB4113E9EE9085EE51AFE28@IS-MAIL1.fisd.us>

Dear RT-Users,

I have an old server running:
Red Hat Linux 3.2.3
MySQL 4.0.23-standard
Perl 5.8.3
Apache 2.0.46
RT 3.2.2

Trying to move the database to a new server running:
Ubuntu Server 11.04
MySQL 5.1.54-1ubuntu4
Perl 5.10.1
Apache2 2.2.17 
RT 4.0.1

I followed the guide at http://requesttracker.wikia.com/wiki/MigrateToNewServer, with some changes because I'm going from / to different versions of software.

1. On the RT3.2.2 server I ran:
	Mysqldump --user=root --password={password} --opt --skip-lock-tables --single-transaction --databases rt3 > /home/mysql/rt3.sql
(tried --default-character-set=binary, but got the error "Character set 'binary' is not a compiled character set", and we don't have, need, or use binary attachments).
2. FTPd the rt3.sql dump to the RT4.0.1 server.
3. On the RT4.0.1 server, stopped Apache2.
4. Dropped the rt3 database: make dropdb
5. Imported the dump file: mysql --user=root --password={password} < rt3.sql
6. Ran mysql -p and made sure the database "rt3" and the tables appeared, and they did.
7. Ran the schema updates, with 3.2.2 as the starting version, and 3.7.87 as the ending version (as stated in the documentation): /opt/rt4/sbin/rt-setup-database \ --prompt-for-dba-password --action upgrade
8. Get the following error when performing the schema updates:

Processing 3.3.0
Now populating database schema.
DBD::mysql::st execute failed: Table 'ObjectCustomFieldValues' already exists at /opt/rt4/sbin/../lib/RT/Handle.pm line 517.

The schema update process stops there, and does not continue.  I read about possibly needing to upgrade my MySQL installation on the Red Hat server from 4.0 to at least 4.1, but I'm not even sure I can find 4.1, and I read of some issues involving character set changes between versions.  Not sure about compatibility between later versions of MySQL and RT3.2.2.  The Red Hat server is a production server, so I sure don't want to break it.  I checked the tables after loading the RT3 dump into the new server and DEFAULT CHARSET=latin1 on those tables, so I believe that is correct.

Has anyone else run into a similar problem updating the schema, and do you have any advice or recommendations?

Also, is the current schema version stored anywhere in the RT database, so I can manually check the current schema version?

Thank you very much for any advice / guidance you can provide,

--John


From ruz at bestpractical.com  Wed Jul 20 21:12:17 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 21 Jul 2011 05:12:17 +0400
Subject: [rt-users] Transitioning from RT 3.2.2 to RT 4.0.1 - problem
 updating the Schema
In-Reply-To: <315A9BF34AAFFF4FB4113E9EE9085EE51AFE28@IS-MAIL1.fisd.us>
References: <315A9BF34AAFFF4FB4113E9EE9085EE51AFE28@IS-MAIL1.fisd.us>
Message-ID: <CAMOxC8vosLBFQXEoyxXFREMLFAy3d8+2GqTs5JUGDhCNrdf=dA@mail.gmail.com>

On Thu, Jul 21, 2011 at 4:40 AM, John P. Holcombe <JHolcombe at fisd.us> wrote:

[snip]

> 2. FTPd the rt3.sql dump to the RT4.0.1 server.
> 3. On the RT4.0.1 server, stopped Apache2.
> 4. Dropped the rt3 database: make dropdb
> 5. Imported the dump file: mysql --user=root --password={password} < rt3.sql

rt3.sql has NO instructions that create database. I suspect that you
didn't drop DB, dropped different DB and something like that. SQL dump
produced by mysql has code tha drops a table right before creating a
new one and filling it with data, but this only works for tables that
are in the dump. Tables that are not in the dump stay in the DB you
restore dump into. Error quoted below in this message supports this
theory.


Connect to mysql with the shell and make sure dbs are really dropped
or issue `drop database bla-bla;` right from the mysq shell. Instead
of creating database manually use sbin/rt-setup-database:

sbin/rt-setup-database --action create --...other options

For mysql you can as well run acl action:

sbin/rt-setup-database --action acl --datadir etc/ --...other options

Above commands create a new empty DB according to RT's config, but
without any tables and data. Restore dump into this DB.

> 6. Ran mysql -p and made sure the database "rt3" and the tables appeared, and they did.
> 7. Ran the schema updates, with 3.2.2 as the starting version, and 3.7.87 as the ending version (as stated in the documentation): /opt/rt4/sbin/rt-setup-database \ --prompt-for-dba-password --action upgrade
> 8. Get the following error when performing the schema updates:
>
> Processing 3.3.0
> Now populating database schema.
> DBD::mysql::st execute failed: Table 'ObjectCustomFieldValues' already exists at /opt/rt4/sbin/../lib/RT/Handle.pm line 517.
>



-- 
Best regards, Ruslan.


From trs at bestpractical.com  Wed Jul 20 21:28:54 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 20 Jul 2011 21:28:54 -0400
Subject: [rt-users] see new replies on home / dashboard
In-Reply-To: <201107210847.05639.simon@gikaku.com>
References: <201107210847.05639.simon@gikaku.com>
Message-ID: <4E2780D6.107@bestpractical.com>

On 07/20/2011 07:47 PM, Simon Walter wrote:
> One thing I need is to be able to see clearly on the Home screen / Dashboard 
> is when a new reply to an existing ticket enters the system via email. It's 
> clear when there is a new ticket in a queue, but there is no indication when a 
> ticket has a new email reply. There are times when an issue is pending a 
> customer's reply. If there is no clear way to see these replies on the home 
> screen, that's kind of a show stopper. I think that is the only thing I miss 
> from OTRS.

I include the LastUpdatedBy column in my saved searches for just this
reason.  If the last person to update wasn't me, the ticket probably
needs attention.

I also use the Stalled status when I expect it might take a while and I
want to push a ticket off my plate until something happens.  When
someone corresponds, the ticket is automatically set to Open again and
it'll pop up in my saved searches.  You can of course have tickets
auto-open on any sort of action that you want just by configuring new
scrips.

Thomas


From adisan82 at gmail.com  Thu Jul 21 04:10:31 2011
From: adisan82 at gmail.com (Adrian Stel)
Date: Thu, 21 Jul 2011 10:10:31 +0200
Subject: [rt-users] Problem with login when we using https://
In-Reply-To: <20110720123842.GI71999@jibsheet.com>
References: <CALWHj_Bcw1=Jj0TaeFkbO2eR9bW+z19NnWQ35AUgytDhcRJ9zw@mail.gmail.com>
	<20110720123842.GI71999@jibsheet.com>
Message-ID: <CALWHj_DBcJ_M_Kp1MJsC-kxJ4+V=rA0WV2gPA=_NHZNDPW7Cog@mail.gmail.com>

Hi Kevin,

link after log in:
https://rt.ige.psnc.pl/rt/

link after log off depends on where I click:
https://rt.ige.psnc.pl/rt/Search/Build.html
https://rt.ige.psnc.pl/rt/Prefs/Other.html

this is log:
[Thu Jul 21 08:06:28 2011] [info]: Successful login for adisan from
150.254.149.220
(/usr/share/request-tracker3.8/lib/RT/Interface/Web.pm:430)
[Thu Jul 21 08:06:29 2011] [error]: gpg: error reading key: public key
not found (/usr/share/request-tracker3.8/lib/RT/Crypt/GnuPG.pm:2115)
[Thu Jul 21 08:06:29 2011] [error]: gpg: error reading key: public key
not found (/usr/share/request-tracker3.8/lib/RT/Crypt/GnuPG.pm:2115)
[Thu Jul 21 08:07:12 2011] [info]: Successful login for adisan from
150.254.149.220
(/usr/share/request-tracker3.8/lib/RT/Interface/Web.pm:430)
[Thu Jul 21 08:07:13 2011] [warning]: Resolver RT::URI::fsck_com_rt
could not parse fsck.com-rt://IGE /ticket/99
(/usr/share/request-tracker3.8/lib/RT/URI.pm:147)
[Thu Jul 21 08:07:13 2011] [warning]: Resolver RT::URI::fsck_com_rt
could not parse fsck.com-rt://IGE /ticket/100
(/usr/share/request-tracker3.8/lib/RT/URI.pm:147)
[Thu Jul 21 08:07:13 2011] [warning]: Resolver RT::URI::fsck_com_rt
could not parse fsck.com-rt://IGE /ticket/99
(/usr/share/request-tracker3.8/lib/RT/URI.pm:147)
[Thu Jul 21 08:07:13 2011] [warning]: Resolver RT::URI::fsck_com_rt
could not parse fsck.com-rt://IGE /ticket/100
(/usr/share/request-tracker3.8/lib/RT/URI.pm:147)
[Thu Jul 21 08:07:13 2011] [warning]: Resolver RT::URI::fsck_com_rt
could not parse fsck.com-rt://IGE /ticket/99
(/usr/share/request-tracker3.8/lib/RT/URI.pm:147)

Adrian

2011/7/20 Kevin Falcone <falcone at bestpractical.com>:
> On Wed, Jul 20, 2011 at 01:35:22PM +0200, Adrian Stel wrote:
>> we have strange problem, we are using certificates for authentication
>> to RT. User name in RT should be the same as your CN. The problem is
>> if we have different user name and using https://, in normal case we
>> should be able to use user/pass. And we are, but until we click on any
>> link. After that we will be automatically logged off.
>
> Please provide the link before and after the click that logs you off.
> You also should provide your configuration and relevant logs.
>
> -kevin
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>



-- 
Pozdrawiam
Adrian Stelmaszyk


From adisan82 at gmail.com  Thu Jul 21 04:13:59 2011
From: adisan82 at gmail.com (Adrian Stel)
Date: Thu, 21 Jul 2011 10:13:59 +0200
Subject: [rt-users] Problem with login when we using https://
In-Reply-To: <CALWHj_DBcJ_M_Kp1MJsC-kxJ4+V=rA0WV2gPA=_NHZNDPW7Cog@mail.gmail.com>
References: <CALWHj_Bcw1=Jj0TaeFkbO2eR9bW+z19NnWQ35AUgytDhcRJ9zw@mail.gmail.com>
	<20110720123842.GI71999@jibsheet.com>
	<CALWHj_DBcJ_M_Kp1MJsC-kxJ4+V=rA0WV2gPA=_NHZNDPW7Cog@mail.gmail.com>
Message-ID: <CALWHj_DqLdhNfYvE+e5SeViiGDfnkx93UVx+i=aZHM6vwsnt_w@mail.gmail.com>

Hi,


I forgot added configuration info:

RT_SiteConfig.pm

# tells RT to use the REMOTE_USER provided by the web server
 Set($WebExternalAuth , 1);

# tells RT to display its normal login screen if REMOTE_USER fails
 Set($WebFallbackToInternalAuth , 1);

# tells RT to create users automatically if no user matching
REMOTE_USER is found
 Set($WebExternalAuto , 0);

Set($WebExternalAuthContinuous, 1);



httpd.conf



<VirtualHost *:443>

SSLEngine On
SSLVerifyClient require
SSLVerifyDepth 1

#-----------------------------------------
# SSL_CLIENT_S_DN_CN = user name from cert
SSLUserName SSL_CLIENT_S_DN_CN
#-----------------------------------------


#---------------------------------------
#
SSLCACertificatePath /usr/lib/ssl/certs/
SSLCADNRequestPath /usr/lib/ssl/certs/
#---------------------------------------


#------------------------------------------------
# server cert
SSLCertificateFile /etc/apache2/ssl/10563550.pem
SSLCertificateKeyFile /etc/apache2/ssl/myserver.key
#------------------------------------------------


#-------------------------------------------------------------------------------------
# CA cert
SSLCertificateChainFile /etc/apache2/ssl/ca.crt
SSLCACertificateFile /etc/apache2/ssl/ca.crt
#-------------------------------------------------------------------------------------


ServerAdmin info at mydomain.com
ServerName rt.ige.psnc.pl:443
DocumentRoot /var/www/
ErrorLog /var/log/apache2/error.log
CustomLog /var/log/apache2/access.log combined

Include "/etc/request-tracker3.8/apache2-modperl2.conf"
RedirectMatch ^/$ /rt/

</VirtualHost>







2011/7/21 Adrian Stel <adisan82 at gmail.com>:
> Hi Kevin,
>
> link after log in:
> https://rt.ige.psnc.pl/rt/
>
> link after log off depends on where I click:
> https://rt.ige.psnc.pl/rt/Search/Build.html
> https://rt.ige.psnc.pl/rt/Prefs/Other.html
>
> this is log:
> [Thu Jul 21 08:06:28 2011] [info]: Successful login for adisan from
> 150.254.149.220
> (/usr/share/request-tracker3.8/lib/RT/Interface/Web.pm:430)
> [Thu Jul 21 08:06:29 2011] [error]: gpg: error reading key: public key
> not found (/usr/share/request-tracker3.8/lib/RT/Crypt/GnuPG.pm:2115)
> [Thu Jul 21 08:06:29 2011] [error]: gpg: error reading key: public key
> not found (/usr/share/request-tracker3.8/lib/RT/Crypt/GnuPG.pm:2115)
> [Thu Jul 21 08:07:12 2011] [info]: Successful login for adisan from
> 150.254.149.220
> (/usr/share/request-tracker3.8/lib/RT/Interface/Web.pm:430)
> [Thu Jul 21 08:07:13 2011] [warning]: Resolver RT::URI::fsck_com_rt
> could not parse fsck.com-rt://IGE /ticket/99
> (/usr/share/request-tracker3.8/lib/RT/URI.pm:147)
> [Thu Jul 21 08:07:13 2011] [warning]: Resolver RT::URI::fsck_com_rt
> could not parse fsck.com-rt://IGE /ticket/100
> (/usr/share/request-tracker3.8/lib/RT/URI.pm:147)
> [Thu Jul 21 08:07:13 2011] [warning]: Resolver RT::URI::fsck_com_rt
> could not parse fsck.com-rt://IGE /ticket/99
> (/usr/share/request-tracker3.8/lib/RT/URI.pm:147)
> [Thu Jul 21 08:07:13 2011] [warning]: Resolver RT::URI::fsck_com_rt
> could not parse fsck.com-rt://IGE /ticket/100
> (/usr/share/request-tracker3.8/lib/RT/URI.pm:147)
> [Thu Jul 21 08:07:13 2011] [warning]: Resolver RT::URI::fsck_com_rt
> could not parse fsck.com-rt://IGE /ticket/99
> (/usr/share/request-tracker3.8/lib/RT/URI.pm:147)
>
> Adrian
>
> 2011/7/20 Kevin Falcone <falcone at bestpractical.com>:
>> On Wed, Jul 20, 2011 at 01:35:22PM +0200, Adrian Stel wrote:
>>> we have strange problem, we are using certificates for authentication
>>> to RT. User name in RT should be the same as your CN. The problem is
>>> if we have different user name and using https://, in normal case we
>>> should be able to use user/pass. And we are, but until we click on any
>>> link. After that we will be automatically logged off.
>>
>> Please provide the link before and after the click that logs you off.
>> You also should provide your configuration and relevant logs.
>>
>> -kevin
>>
>>
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
>>
>
>
>
> --
> Pozdrawiam
> Adrian Stelmaszyk
>



-- 
Pozdrawiam
Adrian Stelmaszyk


From omaiszd at e-bone.hu  Thu Jul 21 04:50:39 2011
From: omaiszd at e-bone.hu (=?iso-8859-2?Q?omaisz-tak=E1cs_d=E1niel?=)
Date: Thu, 21 Jul 2011 10:50:39 +0200
Subject: [rt-users] RT3->RT4 GUI menu "missing" after upgrade?
Message-ID: <002c01cc4783$44135fb0$cc3a1f10$@e-bone.hu>

Hi all!

Please help me:

i upgraded our test rig to 4.0.1 from 3.8.7, the GUI looks as on the
attached pic:

(menu is not working,etc).

 

Also my config looks like the old config (template config missing, old
rights setting system, etc.)


What had i missed?

 

Thank you all,

Regards,

Daniel.

 

 

 

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From omaiszd at e-bone.hu  Thu Jul 21 04:53:41 2011
From: omaiszd at e-bone.hu (=?iso-8859-2?Q?omaisz-tak=E1cs_d=E1niel?=)
Date: Thu, 21 Jul 2011 10:53:41 +0200
Subject: [rt-users] RT3->RT4 GUI menu "missing" after upgrade?
In-Reply-To: <002c01cc4783$44135fb0$cc3a1f10$@e-bone.hu>
References: <002c01cc4783$44135fb0$cc3a1f10$@e-bone.hu>
Message-ID: <003f01cc4783$b26baa30$1742fe90$@e-bone.hu>

Sorry about this, the attachment got scrubbed...

Se pic here:

http://i53.tinypic.com/1resdt.jpg

 

Thanks!

Regards,

Daniel

 

 

 

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From omaiszd at e-bone.hu  Thu Jul 21 05:16:41 2011
From: omaiszd at e-bone.hu (=?iso-8859-2?Q?omaisz-tak=E1cs_d=E1niel?=)
Date: Thu, 21 Jul 2011 11:16:41 +0200
Subject: [rt-users] RT3->RT4 GUI menu "missing" after upgrade?
In-Reply-To: <003f01cc4783$b26baa30$1742fe90$@e-bone.hu>
References: <002c01cc4783$44135fb0$cc3a1f10$@e-bone.hu>
	<003f01cc4783$b26baa30$1742fe90$@e-bone.hu>
Message-ID: <006101cc4786$e8ea9820$babfc860$@e-bone.hu>

Update: I managed to find out that in my /local/html  something got stuck in
there.. after renameing i now have to no gui, but no menu at all...

picture:

http://tinypic.com/r/a4o3eq/7

All help is welcome...

 

Thanks,

Daniel

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From n.anastasiou at wildern.hants.sch.uk  Thu Jul 21 07:02:48 2011
From: n.anastasiou at wildern.hants.sch.uk (nanastasiou)
Date: Thu, 21 Jul 2011 04:02:48 -0700 (PDT)
Subject: [rt-users] New RT Installation and corrupted RT Graphics??
In-Reply-To: <32083911.post@talk.nabble.com>
References: <32068825.post@talk.nabble.com> <32082739.post@talk.nabble.com>
	<4E2428B5.5070005@bestpractical.com>
	<32083033.post@talk.nabble.com> <32083911.post@talk.nabble.com>
Message-ID: <32106473.post@talk.nabble.com>


Thank you John. I deleted my RT_SiteConfig.pm and then used the web_installer
which generated the config file again. The page is now displayed properly
and i am able to login. 

But when I go into certain areas like Settings->Options I get an error page:

Couldn't create object file
/opt/rt4/var/mason_data/obj/3452818388/standard/Prefs/Other.html.obj:
Permission denied

Any ideas?


john s. wrote:
> 
> All apache files which are relevant for the rt instance.
> 
> It depends on in which way you have build your apache infrastructure ...
> 
> for example :
> 
> you can manage apache with virtual host files or one main httpd.conf .. or
> you can include additional configs... 
> 
> if you have no idea about the apache configs... check the 
> web_deployment.pod File in your rt4 file under the directory Docs 
> 
> Addition:
> 
> The Error logs is definied in the RT_SiteConfig.pm 
> 
> And the apache error log dependes which linux u use 
> 
> fior example: debain linux is almost  /var/logs/apache2
> 
> 
> 
> best regards john 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 

-- 
View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32106473.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From n.anastasiou at wildern.hants.sch.uk  Thu Jul 21 07:07:58 2011
From: n.anastasiou at wildern.hants.sch.uk (nanastasiou)
Date: Thu, 21 Jul 2011 04:07:58 -0700 (PDT)
Subject: [rt-users] New RT Installation and corrupted RT Graphics??
In-Reply-To: <32106473.post@talk.nabble.com>
References: <32068825.post@talk.nabble.com> <32082739.post@talk.nabble.com>
	<4E2428B5.5070005@bestpractical.com>
	<32083033.post@talk.nabble.com> <32083911.post@talk.nabble.com>
	<32106473.post@talk.nabble.com>
Message-ID: <32106499.post@talk.nabble.com>


Ok, Just noticed that if i use port 8080 none of those error messages come
up. Is this the port I am meant to use with RT ?



nanastasiou wrote:
> 
> Thank you John. I deleted my RT_SiteConfig.pm and then used the
> web_installer which generated the config file again. The page is now
> displayed properly and i am able to login. 
> 
> But when I go into certain areas like Settings->Options I get an error
> page:
> 
> Couldn't create object file
> /opt/rt4/var/mason_data/obj/3452818388/standard/Prefs/Other.html.obj:
> Permission denied
> 
> Any ideas?
> 
> 
> john s. wrote:
>> 
>> All apache files which are relevant for the rt instance.
>> 
>> It depends on in which way you have build your apache infrastructure ...
>> 
>> for example :
>> 
>> you can manage apache with virtual host files or one main httpd.conf ..
>> or you can include additional configs... 
>> 
>> if you have no idea about the apache configs... check the 
>> web_deployment.pod File in your rt4 file under the directory Docs 
>> 
>> Addition:
>> 
>> The Error logs is definied in the RT_SiteConfig.pm 
>> 
>> And the apache error log dependes which linux u use 
>> 
>> fior example: debain linux is almost  /var/logs/apache2
>> 
>> 
>> 
>> best regards john 
>> 
>> 
>> 
>> 
>> 
>> 
>> 
>> 
>> 
>> 
> 
> 

-- 
View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32106499.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From gerard at eve-team.com  Thu Jul 21 07:50:10 2011
From: gerard at eve-team.com (Gerard FENELON)
Date: Thu, 21 Jul 2011 13:50:10 +0200
Subject: [rt-users] New RT Installation and corrupted RT Graphics??
In-Reply-To: <32106473.post@talk.nabble.com>
References: <32068825.post@talk.nabble.com>
	<32082739.post@talk.nabble.com>	<4E2428B5.5070005@bestpractical.com>	<32083033.post@talk.nabble.com>
	<32083911.post@talk.nabble.com> <32106473.post@talk.nabble.com>
Message-ID: <4E281272.1020104@eve-team.com>

On 2011-07-21 13:02, nanastasiou wrote:
> [...]
> But when I go into certain areas like Settings->Options I get an error page:
>
> Couldn't create object file
> /opt/rt4/var/mason_data/obj/3452818388/standard/Prefs/Other.html.obj:
> Permission denied
Check the permissions of /opt/rt4/var/mason_data
chmod is your friend
Gerard



From ryanfrantz at informed-llc.com  Thu Jul 21 08:30:11 2011
From: ryanfrantz at informed-llc.com (Ryan Frantz)
Date: Thu, 21 Jul 2011 08:30:11 -0400 (EDT)
Subject: [rt-users] see new replies on home / dashboard
In-Reply-To: <4E2780D6.107@bestpractical.com>
Message-ID: <270164974.113157.1311251411609.JavaMail.root@zimbra.informed-llc.com>



----- Original Message -----
> From: "Thomas Sibley" <trs at bestpractical.com>
> To: rt-users at lists.bestpractical.com
> Sent: Wednesday, July 20, 2011 9:28:54 PM
> Subject: Re: [rt-users] see new replies on home / dashboard
> On 07/20/2011 07:47 PM, Simon Walter wrote:
> > One thing I need is to be able to see clearly on the Home screen /
> > Dashboard
> > is when a new reply to an existing ticket enters the system via
> > email. It's
> > clear when there is a new ticket in a queue, but there is no
> > indication when a
> > ticket has a new email reply. There are times when an issue is
> > pending a
> > customer's reply. If there is no clear way to see these replies on
> > the home
> > screen, that's kind of a show stopper. I think that is the only
> > thing I miss
> > from OTRS.
> 
> I include the LastUpdatedBy column in my saved searches for just this
> reason. If the last person to update wasn't me, the ticket probably
> needs attention.

Alternatively, on the at-a-glance page, you could edit the '10 highest priority tickets I own' section to include the 'UpdateStatus' column.  That will show a status of "New" when a new comment/reply came in that isn't from you.

Ryan

> 
> I also use the Stalled status when I expect it might take a while and
> I
> want to push a ticket off my plate until something happens. When
> someone corresponds, the ticket is automatically set to Open again and
> it'll pop up in my saved searches. You can of course have tickets
> auto-open on any sort of action that you want just by configuring new
> scrips.
> 
> Thomas
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html


From trs at bestpractical.com  Thu Jul 21 09:34:09 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 21 Jul 2011 09:34:09 -0400
Subject: [rt-users] see new replies on home / dashboard
In-Reply-To: <270164974.113157.1311251411609.JavaMail.root@zimbra.informed-llc.com>
References: <270164974.113157.1311251411609.JavaMail.root@zimbra.informed-llc.com>
Message-ID: <4E282AD1.50004@bestpractical.com>

On 07/21/2011 08:30 AM, Ryan Frantz wrote:
> Alternatively, on the at-a-glance page, you could edit the '10 highest priority tickets I own' section to include the 'UpdateStatus' column.  That will show a status of "New" when a new comment/reply came in that isn't from you.

Yep, I always forget about that one since I turn off in my preferences
the unread messages notification at the top of tickets.  If you use that
feature, however, the UpdateStatus column is great.

Thomas


From fireskyer at gmx.de  Thu Jul 21 09:35:01 2011
From: fireskyer at gmx.de (john s.)
Date: Thu, 21 Jul 2011 06:35:01 -0700 (PDT)
Subject: [rt-users] Tuning RT4
In-Reply-To: <32067302.post@talk.nabble.com>
References: <CAE7nvVTc6D+a+mSPSymDAk=K9R=BcMQGCpJBWfxOYWSwEUuhNA@mail.gmail.com>
	<20110713200616.GO27846@jibsheet.com>
	<32067302.post@talk.nabble.com>
Message-ID: <32107474.post@talk.nabble.com>


Hello All

from my point of view 

Actually we use rt 3.8 in prod environment and the new rt 4.0 in labor
environment

the 3.8 speeds up like an local installed program ...very fast ....

the 4.0.0 is not so fast as 3.8 but it is acceptable 

Neverthless i would like to know why is it  that so....?

RT 3.8.9: 

Here are my configurations:

rt 3.8.9:  http://pastebin.com/2YMK6uzt http://pastebin.com/2YMK6uzt 

rt 4.0.1:  http://pastebin.com/CFrNE2a3 http://pastebin.com/CFrNE2a3 


could someone help me to figure out whats wrong on the rt 4.0.1 config 


best regards john s.





-- 
View this message in context: http://old.nabble.com/Tuning-RT4-tp32056508p32107474.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From falcone at bestpractical.com  Thu Jul 21 09:10:56 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 21 Jul 2011 09:10:56 -0400
Subject: [rt-users] New RT Installation and corrupted RT Graphics??
In-Reply-To: <32106499.post@talk.nabble.com>
References: <32068825.post@talk.nabble.com> <32082739.post@talk.nabble.com>
	<4E2428B5.5070005@bestpractical.com>
	<32083033.post@talk.nabble.com> <32083911.post@talk.nabble.com>
	<32106473.post@talk.nabble.com> <32106499.post@talk.nabble.com>
Message-ID: <20110721131056.GB1845@jibsheet.com>

On Thu, Jul 21, 2011 at 04:07:58AM -0700, nanastasiou wrote:
> 
> Ok, Just noticed that if i use port 8080 none of those error messages come
> up. Is this the port I am meant to use with RT ?

RT runs on the port you configure it to use.  As pointed out later in
the thread, your error comes because of mixing permissions.

I assume you're running rt-server on 8080 as root and apache on 80 as
non-root and that'll break your permissions

-kevin
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From falcone at bestpractical.com  Thu Jul 21 10:22:21 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 21 Jul 2011 10:22:21 -0400
Subject: [rt-users] 4.0.1 Cannot search for attachments in native file
 format
In-Reply-To: <A9A1D24552926045AAC1F5B2E241ACF011963226@EXMB03.srn.sandia.gov>
References: <A9A1D24552926045AAC1F5B2E241ACF011963226@EXMB03.srn.sandia.gov>
Message-ID: <20110721142221.GC1845@jibsheet.com>

On Wed, Jul 20, 2011 at 11:02:59PM +0000, Jennings, Barbara wrote:
>    We are not able to search for none text attachments in RT. Further, we indexed the RT database
>    with google and the attachments do not open. Is there a config that we are missing or does RT
>    not handle native format attachments?

Barbara

I'm not sure what you mean that you indexed the database with google
and what a "native format attachment" is.

-kevin
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From falcone at bestpractical.com  Thu Jul 21 10:22:50 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 21 Jul 2011 10:22:50 -0400
Subject: [rt-users] RT3->RT4 GUI menu "missing" after upgrade?
In-Reply-To: <006101cc4786$e8ea9820$babfc860$@e-bone.hu>
References: <002c01cc4783$44135fb0$cc3a1f10$@e-bone.hu>
	<003f01cc4783$b26baa30$1742fe90$@e-bone.hu>
	<006101cc4786$e8ea9820$babfc860$@e-bone.hu>
Message-ID: <20110721142250.GD1845@jibsheet.com>

On Thu, Jul 21, 2011 at 11:16:41AM +0200, omaisz-tak?cs d?niel wrote:
>    Update: I managed to find out that in my /local/html something got stuck in there.. after
>    renameing i now have to no gui, but no menu at all...

Your next step is looking at the source for the css and js urls and
seeing what errors you're getting trying to load them.

-kevin
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From gleach at btisystems.com  Thu Jul 21 10:25:22 2011
From: gleach at btisystems.com (Gerrard Leach)
Date: Thu, 21 Jul 2011 10:25:22 -0400
Subject: [rt-users] Error when receiving emails from external (e.g.
 gmail) accounts
In-Reply-To: <20110720125157.GL71999@jibsheet.com>
References: <5D3B4820FE8D574AAA09609D5AECF6C2035AF0F5EF@mail.btisystems.com>
	<20110718150531.GV27846@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF0FE3C@mail.btisystems.com>
	<20110719152459.GE71999@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF90CA6@mail.btisystems.com>
	<20110719162845.GF71999@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF90E05@mail.btisystems.com>
	<20110719182924.GG71999@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF90F59@mail.btisystems.com>
	<20110720125157.GL71999@jibsheet.com>
Message-ID: <5D3B4820FE8D574AAA09609D5AECF6C2035B009068@mail.btisystems.com>

Content is

Subject: Check Routing
Body:
This is a test ticket
Just validating the routing of emails.


I will review the readme for this feature of RT to fully understand it.

Thanks again
Gerrard

-----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, July 20, 2011 8:52 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts

On Tue, Jul 19, 2011 at 03:21:51PM -0400, Gerrard Leach wrote:
> After performing the search for users, I do see many users, however I don't see one from my personal email account which gave me the error I started the ticket with.
> I guess I am not familiar with CommandByMail vs. other options for creating and responding to tickets.

What is the content of the email you are testing from your gmail account?  Also, to learn more about CommandByMail, you can read the README and INSTALL files that ship with it.  They're also linked from
here:
http://search.cpan.org/dist/RT-Extension-CommandByMail/

-kevin


From falcone at bestpractical.com  Thu Jul 21 10:36:13 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 21 Jul 2011 10:36:13 -0400
Subject: [rt-users] Error when receiving emails from external (e.g.
 gmail) accounts
In-Reply-To: <5D3B4820FE8D574AAA09609D5AECF6C2035B009068@mail.btisystems.com>
References: <20110718150531.GV27846@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF0FE3C@mail.btisystems.com>
	<20110719152459.GE71999@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF90CA6@mail.btisystems.com>
	<20110719162845.GF71999@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF90E05@mail.btisystems.com>
	<20110719182924.GG71999@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF90F59@mail.btisystems.com>
	<20110720125157.GL71999@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035B009068@mail.btisystems.com>
Message-ID: <20110721143613.GE1845@jibsheet.com>

Are you quoting the literal body of your email there, or have you
quoted the subject and then the body.

It would be better to see something in standard internet email format
with headers and the body so I'm clear what you're feeding in.

-kevin

On Thu, Jul 21, 2011 at 10:25:22AM -0400, Gerrard Leach wrote:
> Content is
> 
> Subject: Check Routing
> Body:
> This is a test ticket
> Just validating the routing of emails.
> 
> 
> I will review the readme for this feature of RT to fully understand it.
> 
> Thanks again
> Gerrard
> 
> -----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, July 20, 2011 8:52 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts
> 
> On Tue, Jul 19, 2011 at 03:21:51PM -0400, Gerrard Leach wrote:
> > After performing the search for users, I do see many users, however I don't see one from my personal email account which gave me the error I started the ticket with.
> > I guess I am not familiar with CommandByMail vs. other options for creating and responding to tickets.
> 
> What is the content of the email you are testing from your gmail account?  Also, to learn more about CommandByMail, you can read the README and INSTALL files that ship with it.  They're also linked from
> here:
> http://search.cpan.org/dist/RT-Extension-CommandByMail/
> 
> -kevin
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html
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From gleach at btisystems.com  Thu Jul 21 10:39:57 2011
From: gleach at btisystems.com (Gerrard Leach)
Date: Thu, 21 Jul 2011 10:39:57 -0400
Subject: [rt-users] Error when receiving emails from external (e.g.
 gmail) accounts
In-Reply-To: <20110721143613.GE1845@jibsheet.com>
References: <20110718150531.GV27846@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF0FE3C@mail.btisystems.com>
	<20110719152459.GE71999@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF90CA6@mail.btisystems.com>
	<20110719162845.GF71999@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF90E05@mail.btisystems.com>
	<20110719182924.GG71999@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035AF90F59@mail.btisystems.com>
	<20110720125157.GL71999@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C2035B009068@mail.btisystems.com>
	<20110721143613.GE1845@jibsheet.com>
Message-ID: <5D3B4820FE8D574AAA09609D5AECF6C2035B0090AF@mail.btisystems.com>

Gerrard Leach xxxxx at gmail.com
to	rt at domain.com
date	Thu, Jul 14, 2011 at 2:46 PM
subject	Checking routing
mailed-by	gmail.com
	
hide details Jul 14 (7 days ago)
	
This is a test ticket.

Just validating the routing of emails.

Gerrard

-----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, July 21, 2011 10:36 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts

Are you quoting the literal body of your email there, or have you quoted the subject and then the body.

It would be better to see something in standard internet email format with headers and the body so I'm clear what you're feeding in.

-kevin

On Thu, Jul 21, 2011 at 10:25:22AM -0400, Gerrard Leach wrote:
> Content is
> 
> Subject: Check Routing
> Body:
> This is a test ticket
> Just validating the routing of emails.
> 
> 
> I will review the readme for this feature of RT to fully understand it.
> 
> Thanks again
> Gerrard
> 
> -----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, July 20, 2011 8:52 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Error when receiving emails from external 
> (e.g. gmail) accounts
> 
> On Tue, Jul 19, 2011 at 03:21:51PM -0400, Gerrard Leach wrote:
> > After performing the search for users, I do see many users, however I don't see one from my personal email account which gave me the error I started the ticket with.
> > I guess I am not familiar with CommandByMail vs. other options for creating and responding to tickets.
> 
> What is the content of the email you are testing from your gmail 
> account?  Also, to learn more about CommandByMail, you can read the 
> README and INSTALL files that ship with it.  They're also linked from
> here:
> http://search.cpan.org/dist/RT-Extension-CommandByMail/
> 
> -kevin
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html


From falcone at bestpractical.com  Thu Jul 21 11:16:05 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 21 Jul 2011 11:16:05 -0400
Subject: [rt-users] Problem with login when we using https://
In-Reply-To: <CALWHj_DBcJ_M_Kp1MJsC-kxJ4+V=rA0WV2gPA=_NHZNDPW7Cog@mail.gmail.com>
References: <CALWHj_Bcw1=Jj0TaeFkbO2eR9bW+z19NnWQ35AUgytDhcRJ9zw@mail.gmail.com>
	<20110720123842.GI71999@jibsheet.com>
	<CALWHj_DBcJ_M_Kp1MJsC-kxJ4+V=rA0WV2gPA=_NHZNDPW7Cog@mail.gmail.com>
Message-ID: <20110721151605.GF1845@jibsheet.com>

On Thu, Jul 21, 2011 at 10:10:31AM +0200, Adrian Stel wrote:
> Hi Kevin,
> 
> link after log in:
> https://rt.ige.psnc.pl/rt/
> 
> link after log off depends on where I click:
> https://rt.ige.psnc.pl/rt/Search/Build.html
> https://rt.ige.psnc.pl/rt/Prefs/Other.html

Is it any link that logs you off, or in particular those two?
I also note that you say that you're using SSL certs but falling back
to internal auth.  Are the SSL certs ever working?  If not, it's
entirely possible that RT is clearing your cooking on every page
because you've told it to get the REMOTE_USER from your SSL certs.

-kevin

> this is log:
> [Thu Jul 21 08:06:28 2011] [info]: Successful login for adisan from
> 150.254.149.220
> (/usr/share/request-tracker3.8/lib/RT/Interface/Web.pm:430)
> [Thu Jul 21 08:06:29 2011] [error]: gpg: error reading key: public key
> not found (/usr/share/request-tracker3.8/lib/RT/Crypt/GnuPG.pm:2115)
> [Thu Jul 21 08:06:29 2011] [error]: gpg: error reading key: public key
> not found (/usr/share/request-tracker3.8/lib/RT/Crypt/GnuPG.pm:2115)
> [Thu Jul 21 08:07:12 2011] [info]: Successful login for adisan from
> 150.254.149.220
> (/usr/share/request-tracker3.8/lib/RT/Interface/Web.pm:430)
> [Thu Jul 21 08:07:13 2011] [warning]: Resolver RT::URI::fsck_com_rt
> could not parse fsck.com-rt://IGE /ticket/99
> (/usr/share/request-tracker3.8/lib/RT/URI.pm:147)
> [Thu Jul 21 08:07:13 2011] [warning]: Resolver RT::URI::fsck_com_rt
> could not parse fsck.com-rt://IGE /ticket/100
> (/usr/share/request-tracker3.8/lib/RT/URI.pm:147)
> [Thu Jul 21 08:07:13 2011] [warning]: Resolver RT::URI::fsck_com_rt
> could not parse fsck.com-rt://IGE /ticket/99
> (/usr/share/request-tracker3.8/lib/RT/URI.pm:147)
> [Thu Jul 21 08:07:13 2011] [warning]: Resolver RT::URI::fsck_com_rt
> could not parse fsck.com-rt://IGE /ticket/100
> (/usr/share/request-tracker3.8/lib/RT/URI.pm:147)
> [Thu Jul 21 08:07:13 2011] [warning]: Resolver RT::URI::fsck_com_rt
> could not parse fsck.com-rt://IGE /ticket/99
> (/usr/share/request-tracker3.8/lib/RT/URI.pm:147)
> 
> Adrian
> 
> 2011/7/20 Kevin Falcone <falcone at bestpractical.com>:
> > On Wed, Jul 20, 2011 at 01:35:22PM +0200, Adrian Stel wrote:
> >> we have strange problem, we are using certificates for authentication
> >> to RT. User name in RT should be the same as your CN. The problem is
> >> if we have different user name and using https://, in normal case we
> >> should be able to use user/pass. And we are, but until we click on any
> >> link. After that we will be automatically logged off.
> >
> > Please provide the link before and after the click that logs you off.
> > You also should provide your configuration and relevant logs.
> >
> > -kevin
> >
> >
> > --------
> > 2011 Training: http://bestpractical.com/services/training.html
> >
> 
> 
> 
> -- 
> Pozdrawiam
> Adrian Stelmaszyk
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html
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From simon at gikaku.com  Thu Jul 21 11:51:37 2011
From: simon at gikaku.com (Simon Walter)
Date: Thu, 21 Jul 2011 06:51:37 -0900
Subject: [rt-users] see new replies on home / dashboard
References: <270164974.113157.1311251411609.JavaMail.root@zimbra.informed-llc.com>
	<4E282AD1.50004@bestpractical.com>
Message-ID: <201107220051.37746.simon@gikaku.com>

On Thursday, July 21, 2011, Thomas Sibley wrote:
> On 07/21/2011 08:30 AM, Ryan Frantz wrote:
> > Alternatively, on the at-a-glance page, you could edit the '10 highest
> > priority tickets I own' section to include the 'UpdateStatus' column. 
> > That will show a status of "New" when a new comment/reply came in that
> > isn't from you.
> 
> Yep, I always forget about that one since I turn off in my preferences
> the unread messages notification at the top of tickets.  If you use that
> feature, however, the UpdateStatus column is great.
> 

Yes, this looks good. I notice the default is "No". Where are those defaults 
set? Are they set via the web interface, or via a config file?

Also, can I have those columns added by default to all users or newly created 
users?

Also, it seems that the "New" status never goes away unless "Notify me of 
unread messages" option is set to "Yes" then one can click on "jump to the 
first unread message and mark all messages as seen". Would it be incorrect to 
assume that I could write a scrip to "mark all messages as seen" when a reply 
is sent or when just viewing the history?

Sorry for all the n00b questions... (-_-;)

I want to make things as fool proof as possible for my users. The UpdateStatus 
and LastUpdatedBy column does sure help with not missing correspondence from 
clients. So that is great. Thanks for your help Thomas and Ryan!

Simon


From n.anastasiou at wildern.hants.sch.uk  Thu Jul 21 11:56:09 2011
From: n.anastasiou at wildern.hants.sch.uk (nanastasiou)
Date: Thu, 21 Jul 2011 08:56:09 -0700 (PDT)
Subject: [rt-users] New RT Installation and corrupted RT Graphics??
In-Reply-To: <20110721131056.GB1845@jibsheet.com>
References: <32068825.post@talk.nabble.com> <32082739.post@talk.nabble.com>
	<4E2428B5.5070005@bestpractical.com>
	<32083033.post@talk.nabble.com> <32083911.post@talk.nabble.com>
	<32106473.post@talk.nabble.com> <32106499.post@talk.nabble.com>
	<20110721131056.GB1845@jibsheet.com>
Message-ID: <32108602.post@talk.nabble.com>


Actually even on port 8080 I get permission errors.

At the moment I am running both rt+apache under the root account. Am I meant
to create a seperate user account to run them on?




Kevin Falcone-2 wrote:
> 
> On Thu, Jul 21, 2011 at 04:07:58AM -0700, nanastasiou wrote:
>> 
>> Ok, Just noticed that if i use port 8080 none of those error messages
>> come
>> up. Is this the port I am meant to use with RT ?
> 
> RT runs on the port you configure it to use.  As pointed out later in
> the thread, your error comes because of mixing permissions.
> 
> I assume you're running rt-server on 8080 as root and apache on 80 as
> non-root and that'll break your permissions
> 
> -kevin
> 
>  
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html
> 

-- 
View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32108602.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From falcone at bestpractical.com  Thu Jul 21 12:46:03 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 21 Jul 2011 12:46:03 -0400
Subject: [rt-users] New RT Installation and corrupted RT Graphics??
In-Reply-To: <32108602.post@talk.nabble.com>
References: <32068825.post@talk.nabble.com> <32082739.post@talk.nabble.com>
	<4E2428B5.5070005@bestpractical.com>
	<32083033.post@talk.nabble.com> <32083911.post@talk.nabble.com>
	<32106473.post@talk.nabble.com> <32106499.post@talk.nabble.com>
	<20110721131056.GB1845@jibsheet.com>
	<32108602.post@talk.nabble.com>
Message-ID: <20110721164603.GG1845@jibsheet.com>

On Thu, Jul 21, 2011 at 08:56:09AM -0700, nanastasiou wrote:
> 
> Actually even on port 8080 I get permission errors.
> At the moment I am running both rt+apache under the root account. Am I meant
> to create a seperate user account to run them on?

Apache by default starts as root but drops privileges.
Did you really override that to force it to run as root all the time?

As noted, your permissions in mason_data/obj/ need to be fixed

-kevin

> 
> Kevin Falcone-2 wrote:
> > 
> > On Thu, Jul 21, 2011 at 04:07:58AM -0700, nanastasiou wrote:
> >> 
> >> Ok, Just noticed that if i use port 8080 none of those error messages
> >> come
> >> up. Is this the port I am meant to use with RT ?
> > 
> > RT runs on the port you configure it to use.  As pointed out later in
> > the thread, your error comes because of mixing permissions.
> > 
> > I assume you're running rt-server on 8080 as root and apache on 80 as
> > non-root and that'll break your permissions
> > 
> > -kevin
> > 
> >  
> > 
> > --------
> > 2011 Training: http://bestpractical.com/services/training.html
> > 
> 
> -- 
> View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32108602.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> 
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html
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From ryanfrantz at informed-llc.com  Thu Jul 21 13:48:13 2011
From: ryanfrantz at informed-llc.com (Ryan Frantz)
Date: Thu, 21 Jul 2011 13:48:13 -0400 (EDT)
Subject: [rt-users] Problem with login when we using https://
In-Reply-To: <20110721151605.GF1845@jibsheet.com>
Message-ID: <319126046.121246.1311270493762.JavaMail.root@zimbra.informed-llc.com>


> Is it any link that logs you off, or in particular those two?
> I also note that you say that you're using SSL certs but falling back
> to internal auth. Are the SSL certs ever working? If not, it's
> entirely possible that RT is clearing your cooking on every page

I typically clean as I cook too! ;)

> because you've told it to get the REMOTE_USER from your SSL certs.
> 
> -kevin


From RaghavendraLK at sumtotalsystems.com  Thu Jul 21 14:08:25 2011
From: RaghavendraLK at sumtotalsystems.com (Raghavendra Lal Kalyankar)
Date: Thu, 21 Jul 2011 18:08:25 +0000
Subject: [rt-users] Configuring RT::Authen::ExternalAuth after successful
	install of RT4
Message-ID: <2E8E48D574D3C540B4C5594D6B30E84C0A2F12@hyd-exch2.sumtotalsystems.com>

Team

I am trying to get authentication happen between Microsoft Active Directory and RT using RT::Authen::ExternalAuth. I have successfully installed it and as per the README, I have configured the attached values in /etc/RT_SiteConfig.pm.

Now, I am getting the below error while authenticating to the site, regardless of local or external user account:
Can't call method "as_string" on an undefined value at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 195.

Can someone please help me in this?

Thanks
Raghu


This message and any attachments thereto contain information that may be privileged, confidential or otherwise protected from disclosure and is the property of SumTotal Systems, Inc.  It is intended only for the person to whom it is addressed.  If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message, any attachments thereto or any part thereof.  If you receive this message in error, please notify me at RaghavendraLK at sumtotalsystems.com<mailto:RaghavendraLK at sumtotalsystems.com> and delete all copies of this message and attachments.   SumTotal Systems, Inc. has implemented anti-virus software on its computers and servers, however, it is the recipient's own responsibility to ensure that all attachments are scanned for viruses prior to usage.
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From change+lists.rt at nightwind.net  Thu Jul 21 14:29:22 2011
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Thu, 21 Jul 2011 11:29:22 -0700
Subject: [rt-users] Configuring RT::Authen::ExternalAuth after
 successful install of RT4
In-Reply-To: <2E8E48D574D3C540B4C5594D6B30E84C0A2F12@hyd-exch2.sumtotalsystems.com>
References: <2E8E48D574D3C540B4C5594D6B30E84C0A2F12@hyd-exch2.sumtotalsystems.com>
Message-ID: <1311272962.17235.2154415285@webmail.messagingengine.com>

On Thu, 21 Jul 2011 18:08 +0000, "Raghavendra Lal Kalyankar"
<RaghavendraLK at sumtotalsystems.com> wrote:
> Team
> 
> I am trying to get authentication happen between Microsoft Active
> Directory and RT using RT::Authen::ExternalAuth. I have successfully
> installed it and as per the README, I have configured the attached values
> in /etc/RT_SiteConfig.pm.
> 
> Now, I am getting the below error while authenticating to the site,
> regardless of local or external user account:
> Can't call method "as_string" on an undefined value at
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
> line 195.

The config file has this comment:
# ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
# YOU **MUST** SPECIFY A filter AND A d_filter!!

Your d_filter is commented out, so you don't have a d_filter.  You need
a d_filter.


From RaghavendraLK at sumtotalsystems.com  Thu Jul 21 16:06:53 2011
From: RaghavendraLK at sumtotalsystems.com (Raghavendra Lal Kalyankar)
Date: Thu, 21 Jul 2011 20:06:53 +0000
Subject: [rt-users] Configuring RT::Authen::ExternalAuth after
 successful install of RT4
In-Reply-To: <1311272962.17235.2154415285@webmail.messagingengine.com>
References: <2E8E48D574D3C540B4C5594D6B30E84C0A2F12@hyd-exch2.sumtotalsystems.com>,
	<1311272962.17235.2154415285@webmail.messagingengine.com>
Message-ID: <2E8E48D574D3C540B4C5594D6B30E84C0A3489@hyd-exch2.sumtotalsystems.com>


Hi Nick/All

I have uncommented both filters and d_filters. Now, the configuration looks like below:

 # The filter to use to match RT-Users
                                                        'filter'                    =>  '(sAMAccountName=%u)',
                                                        # A catch-all example filter: '(objectClass=*)'
                                                        #
                                                        # The filter that will only match disabled users
                                                        'd_filter'                  =>  '(&(objectCategory=person)(objectClass=user))',

Now, I am not getting the below string error but my external authentication is still not successful. I am doubting if the above filter value is incorrect which is making RT unable to search for the user in AD.

Can someone please guide me to setup External Authentication (using AD)?

Thanks
Raghu

________________________________________
From: Nick Kartsioukas [change+lists.rt at nightwind.net]
Sent: Thursday, July 21, 2011 11:59 PM
To: Raghavendra Lal Kalyankar; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Configuring RT::Authen::ExternalAuth after successful    install of RT4

On Thu, 21 Jul 2011 18:08 +0000, "Raghavendra Lal Kalyankar"
<RaghavendraLK at sumtotalsystems.com> wrote:
> Team
>
> I am trying to get authentication happen between Microsoft Active
> Directory and RT using RT::Authen::ExternalAuth. I have successfully
> installed it and as per the README, I have configured the attached values
> in /etc/RT_SiteConfig.pm.
>
> Now, I am getting the below error while authenticating to the site,
> regardless of local or external user account:
> Can't call method "as_string" on an undefined value at
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
> line 195.

The config file has this comment:
# ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
# YOU **MUST** SPECIFY A filter AND A d_filter!!

Your d_filter is commented out, so you don't have a d_filter.  You need
a d_filter.

This message and any attachments thereto contain information that may be privileged, confidential or otherwise protected from disclosure and is the property of SumTotal Systems, Inc.  It is intended only for the person to whom it is addressed.  If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message, any attachments thereto or any part thereof.  If you receive this message in error, please notify me at RaghavendraLK at sumtotalsystems.com<mailto:RaghavendraLK at sumtotalsystems.com> and delete all copies of this message and attachments.   SumTotal Systems, Inc. has implemented anti-virus software on its computers and servers, however, it is the recipient's own responsibility to ensure that all attachments are scanned for viruses prior to usage.


From falcone at bestpractical.com  Thu Jul 21 16:14:38 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 21 Jul 2011 16:14:38 -0400
Subject: [rt-users] Configuring RT::Authen::ExternalAuth after
 successful install of RT4
In-Reply-To: <2E8E48D574D3C540B4C5594D6B30E84C0A3489@hyd-exch2.sumtotalsystems.com>
References: <2E8E48D574D3C540B4C5594D6B30E84C0A2F12@hyd-exch2.sumtotalsystems.com>
	<1311272962.17235.2154415285@webmail.messagingengine.com>
	<2E8E48D574D3C540B4C5594D6B30E84C0A3489@hyd-exch2.sumtotalsystems.com>
Message-ID: <20110721201438.GH1845@jibsheet.com>

On Thu, Jul 21, 2011 at 08:06:53PM +0000, Raghavendra Lal Kalyankar wrote:
> 
> Hi Nick/All
> 
> I have uncommented both filters and d_filters. Now, the configuration looks like below:
> 
>  # The filter to use to match RT-Users
>                                                         'filter'                    =>  '(sAMAccountName=%u)',

what's %u here?  There is no printf style interpretation of filters.
RT::Authen::ExternalAuth already builds (sAMAccountName=username) if you
configure the rest properly. This is a filter to ensure that you don't
match the wrong type of user. If you don't know what goes here, use the
catch-all example filter.

>                                                         # A catch-all example filter: '(objectClass=*)'
>                                                         #
>                                                         # The filter that will only match disabled users
>                                                         'd_filter'                  =>  '(&(objectCategory=person)(objectClass=user))',
> 
> Now, I am not getting the below string error but my external authentication is still not successful. I am doubting if the above filter value is incorrect which is making RT unable to search for the user in AD.

That says anyone who is a user and a person should be disabled.
Is that really what you want?

Leave it empty but not commented out if you don't know what you want.

Also, run your install in debug logging mode, it'll show you what it
is doing.

-kevin
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From eyzon47 at yahoo.com  Thu Jul 21 17:05:41 2011
From: eyzon47 at yahoo.com (Randy Schwager)
Date: Thu, 21 Jul 2011 14:05:41 -0700 (PDT)
Subject: [rt-users] Deep Recursion Error, rt-4.0.1
Message-ID: <1311282341.68624.YahooMailNeo@web65510.mail.ac4.yahoo.com>

?Dear Users,


My new installation of RT (4.0.1) causes mod_perl to throw fatal errors when trying to restart apache.

I use Apache 2.2.11 with mod_perl 2.0.4.
Perl is at version 5.10.10, MySQL at 5.0.83, and I'm running Fedora 10.

I compiled RT from source, downloaded from the bestpractical main download site.

After
 I drop the apache configuration file for rt4 into the conf.d directory 
and try to start up apache, I get the following error:

Deep recursion on subroutine "RT::Config::__GetNameByRef" at /opt/rt4/sbin/../lib/RT/Config.pm line 1180.
Deep recursion on subroutine "RT::Config::__GetNameByRef" at /opt/rt4/sbin/../lib/RT/Config.pm line 1180.
Deep recursion on subroutine "RT::Config::__GetNameByRef" at /opt/rt4/sbin/../lib/RT/Config.pm line 1180.

Here's the config file for rt4 (it's pretty vanilla): 

<VirtualHost *:8080>
??????? ### Optional apache logs for RT
??????? # ErrorLog /opt/rt4/var/log/apache2.error
??????? # TransferLog /opt/rt4/var/log/apache2.access
??????? # LogLevel debug

??????? AddDefaultCharset UTF-8

??????? DocumentRoot "/opt/rt4/share/html

??????? <Location />
??????????? Order allow,deny
??????????? Allow from all

??????????? SetHandler modperl
??????????? PerlResponseHandler Plack::Handler::Apache2
??????????? PerlSetVar psgi_app /opt/rt4/sbin/rt-server
??????? </Location>
??????? <Perl>
??????????? use Plack::Handler::Apache2;
??????????? Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
??????? </Perl>
??? </VirtualHost>

Does anyone out there in the world wide web know a solution to this problem?

Any help would be much appreciated!

- Ryan 
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From alexmv at bestpractical.com  Thu Jul 21 17:21:10 2011
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 21 Jul 2011 17:21:10 -0400
Subject: [rt-users] Deep Recursion Error, rt-4.0.1
In-Reply-To: <1311282341.68624.YahooMailNeo@web65510.mail.ac4.yahoo.com>
References: <1311282341.68624.YahooMailNeo@web65510.mail.ac4.yahoo.com>
Message-ID: <1311283270.15300.2.camel@umgah>

On Thu, 2011-07-21 at 14:05 -0700, Randy Schwager wrote:

> My new installation of RT (4.0.1) causes mod_perl to throw fatal
> errors when trying to restart apache.

This points to an error in your RT configuration (not your Apache
configuration, which is what you provided).  Please show us your
RT_SiteConfig.pm, with any passwords redacted.
 - Alex




From IRoy at norseman.ca  Thu Jul 21 21:20:34 2011
From: IRoy at norseman.ca (Ian Roy)
Date: Thu, 21 Jul 2011 19:20:34 -0600
Subject: [rt-users] Unable to transfer tickets to a queue with a different
	lifecycle
Message-ID: <3D1C620F48622C45ACF9E601FC02C52C019F3DEC8E@NGMAIL.norseman.ca>

Hi,

I'm trying to allow ticket transfers between two queues that have modified lifecycles and I'm running into a snag: "There is no mapping for statuses between these queues. Contact your system administrator."

I've attempted to configure the status mapping in RT_SiteConfig.pm, but I must be missing something.  Could someone confirm that I've got the formatting proper? Also, do I need to place this in each corresponding lifecycle, or just once in the lifecycle section of the file?


_maps__ => {
'swdev -> default' => {
'Created => new',
'InDevelopment => open',
'Completed => resolved',
.... Etc...
   },
},

I would greatly appreciate any assistance with my somewhat simple (yet frustrating) problem.

Thanks,
Ian
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From alexmv at bestpractical.com  Thu Jul 21 21:37:46 2011
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 21 Jul 2011 21:37:46 -0400
Subject: [rt-users] Unable to transfer tickets to a queue with a
 different lifecycle
In-Reply-To: <3D1C620F48622C45ACF9E601FC02C52C019F3DEC8E@NGMAIL.norseman.ca>
References: <3D1C620F48622C45ACF9E601FC02C52C019F3DEC8E@NGMAIL.norseman.ca>
Message-ID: <1311298666.15300.6.camel@umgah>

On Thu, 2011-07-21 at 19:20 -0600, Ian Roy wrote:
> I?ve attempted to configure the status mapping in RT_SiteConfig.pm,
> but I must be missing something.  Could someone confirm that I?ve got
> the formatting proper? Also, do I need to place this in each
> corresponding lifecycle, or just once in the lifecycle section of the
> file?


> _maps__ => {
>     'swdev -> default' => {
>         'Created => new',
>         'InDevelopment => open',
>         'Completed => resolved',
>         ?Etc? 
>     },
> },

Your "__maps__" is missing one of its two leading underscores, but I
presume that to be a copy-and-paste mistake.  The actual problem is your
quoting.  You want:

__maps__ => {
    'swdev -> default' => {
        'Created'       => 'new',
        'InDevelopment' => 'open',
        'Completed'     => 'resolved',
        # ...
    },
},

Note that each side of the => is a quoted string, not each line being a
single quoted string with a => in it.
 - Alex



From IRoy at norseman.ca  Thu Jul 21 22:57:44 2011
From: IRoy at norseman.ca (Ian Roy)
Date: Thu, 21 Jul 2011 20:57:44 -0600
Subject: [rt-users] Unable to transfer tickets to a queue with a
 different lifecycle
In-Reply-To: <1311298666.15300.6.camel@umgah>
References: <3D1C620F48622C45ACF9E601FC02C52C019F3DEC8E@NGMAIL.norseman.ca>,
	<1311298666.15300.6.camel@umgah>
Message-ID: <3D1C620F48622C45ACF9E601FC02C52C019F3E1CAF@NGMAIL.norseman.ca>

>Your "__maps__" is missing one of its two leading underscores, but I
>presume that to be a copy-and-paste mistake.  The actual problem is your
>quoting.  You want:
>
__maps__ => {
    'swdev -> default' => {
        'Created'       => 'new',
        'InDevelopment' => 'open',
        'Completed'     => 'resolved',
        # ...
    },
},

>Note that each side of the => is a quoted string, not each line being a
>single quoted string with a => in it.
>- Alex

Alex, thank you for the swift reply.

I've made the changes that you mentioned, but I'm still getting the error.  

It would be handy if you could clarify the positioning of this code.  Does the above need to be located in the definition of swdev or default?

From omaiszd at e-bone.hu  Fri Jul 22 04:33:12 2011
From: omaiszd at e-bone.hu (=?iso-8859-2?Q?omaisz-tak=E1cs_d=E1niel?=)
Date: Fri, 22 Jul 2011 10:33:12 +0200
Subject: [rt-users] RT3->RT4 GUI menu "missing" after upgrade?
In-Reply-To: <20110721142250.GD1845@jibsheet.com>
References: <002c01cc4783$44135fb0$cc3a1f10$@e-bone.hu>	<003f01cc4783$b26baa30$1742fe90$@e-bone.hu>	<006101cc4786$e8ea9820$babfc860$@e-bone.hu>
	<20110721142250.GD1845@jibsheet.com>
Message-ID: <006301cc4849$fedcafb0$fc960f10$@e-bone.hu>

Thanks Kevin,
i started to test it multi browser:
Firefox 5.0: works 
Chromium 14: no menu, no error?
IE 8: works
Safari: works

Firefox <> Chromium:
The main navigation div is 0x0 size under chromium!?

i found the following error after:
<script type="text/javascript"><!--
    jQuery( loadTitleBoxStates );

    jQuery().ready(function ()  { ReplaceAllTextareas('0') });

Uncaught reference error: ReplaceAllTextareas is not defined
 
Could this be the problem?




From m.k.gule at usit.uio.no  Fri Jul 22 06:41:50 2011
From: m.k.gule at usit.uio.no (Mikal Kolbein Gule)
Date: Fri, 22 Jul 2011 12:41:50 +0200 (CEST)
Subject: [rt-users] RTx::BecomeUser feature
In-Reply-To: <20110712220145.GF27846@jibsheet.com>
References: <10553_1310480383_4E1C57F2_10553_1_1_OF661E6703.0C3F2186-ONC12578CB.004E2F24-C12578CB.004EAC38@sagemcom.com>
	<20110712220145.GF27846@jibsheet.com>
Message-ID: <alpine.LRH.2.00.1107221235390.25947@goatse.uio.no>

On Tue, 12 Jul 2011, Kevin Falcone wrote:

> On Tue, Jul 12, 2011 at 04:19:18PM +0200, Rapha?l MOUNEYRES wrote:
>>    Hi,
>>
>>    I installed the extension RTx::BecomUser on my 3.8.8 RT, and the option displayed as expected
>>    in the menu.
>>    I can choose someone to become, and can see the Congratulation messages, as well as the name
>>    changing on the top bar.
>>
>>    But this is short success as i have configured RT to have Apache Authentication for pages...
>>    so as soon as i click on another page, i become myself again....
>>
>>    Is there any way to keep the selected user active with apache auth, or may i be a new feature
>>    for this plugin ?
>
> Unfortunately, this isn't a BPS extension, so you probably need to
> ping the author about it.

I modified becomeuser to fit our needs - and to work with the way RTs 
sessionhandling changed some versions back. Not sure if it will work with 
Apache Auth though. Attaching our BecomeUser.html.

Mvh,
Mikal Gule
USIT/GAP/W3D
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From n.anastasiou at wildern.hants.sch.uk  Fri Jul 22 06:58:25 2011
From: n.anastasiou at wildern.hants.sch.uk (nanastasiou)
Date: Fri, 22 Jul 2011 03:58:25 -0700 (PDT)
Subject: [rt-users] New RT Installation and corrupted RT Graphics??
In-Reply-To: <20110721164603.GG1845@jibsheet.com>
References: <32068825.post@talk.nabble.com> <32082739.post@talk.nabble.com>
	<4E2428B5.5070005@bestpractical.com>
	<32083033.post@talk.nabble.com> <32083911.post@talk.nabble.com>
	<32106473.post@talk.nabble.com> <32106499.post@talk.nabble.com>
	<20110721131056.GB1845@jibsheet.com>
	<32108602.post@talk.nabble.com>
	<20110721164603.GG1845@jibsheet.com>
Message-ID: <32114346.post@talk.nabble.com>


No, I didn't. What is the best practice? Also what about rt? Am I mean to run
it under the rt user or the root user?

What permissions should I assign to mason_data/obj/ ?




Kevin Falcone-2 wrote:
> 
> On Thu, Jul 21, 2011 at 08:56:09AM -0700, nanastasiou wrote:
>> 
>> Actually even on port 8080 I get permission errors.
>> At the moment I am running both rt+apache under the root account. Am I
>> meant
>> to create a seperate user account to run them on?
> 
> Apache by default starts as root but drops privileges.
> Did you really override that to force it to run as root all the time?
> 
> As noted, your permissions in mason_data/obj/ need to be fixed
> 
> -kevin
> 
>> 
>> Kevin Falcone-2 wrote:
>> > 
>> > On Thu, Jul 21, 2011 at 04:07:58AM -0700, nanastasiou wrote:
>> >> 
>> >> Ok, Just noticed that if i use port 8080 none of those error messages
>> >> come
>> >> up. Is this the port I am meant to use with RT ?
>> > 
>> > RT runs on the port you configure it to use.  As pointed out later in
>> > the thread, your error comes because of mixing permissions.
>> > 
>> > I assume you're running rt-server on 8080 as root and apache on 80 as
>> > non-root and that'll break your permissions
>> > 
>> > -kevin
>> > 
>> >  
>> > 
>> > --------
>> > 2011 Training: http://bestpractical.com/services/training.html
>> > 
>> 
>> -- 
>> View this message in context:
>> http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32108602.html
>> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>> 
>> 
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
> 
>  
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html
> 

-- 
View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32114346.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From n.anastasiou at wildern.hants.sch.uk  Fri Jul 22 07:55:00 2011
From: n.anastasiou at wildern.hants.sch.uk (nanastasiou)
Date: Fri, 22 Jul 2011 04:55:00 -0700 (PDT)
Subject: [rt-users] New RT Installation and corrupted RT Graphics??
In-Reply-To: <32114346.post@talk.nabble.com>
References: <32068825.post@talk.nabble.com> <32082739.post@talk.nabble.com>
	<4E2428B5.5070005@bestpractical.com>
	<32083033.post@talk.nabble.com> <32083911.post@talk.nabble.com>
	<32106473.post@talk.nabble.com> <32106499.post@talk.nabble.com>
	<20110721131056.GB1845@jibsheet.com>
	<32108602.post@talk.nabble.com>
	<20110721164603.GG1845@jibsheet.com>
	<32114346.post@talk.nabble.com>
Message-ID: <32114652.post@talk.nabble.com>


ok, it's now fine. it had to do with selinux preventing rt from working
properly.

how do i go from here now? any tutorial on creating groups/users etc



nanastasiou wrote:
> 
> No, I didn't. What is the best practice? Also what about rt? Am I mean to
> run it under the rt user or the root user?
> 
> What permissions should I assign to mason_data/obj/ ?
> 
> 
> 
> 
> Kevin Falcone-2 wrote:
>> 
>> On Thu, Jul 21, 2011 at 08:56:09AM -0700, nanastasiou wrote:
>>> 
>>> Actually even on port 8080 I get permission errors.
>>> At the moment I am running both rt+apache under the root account. Am I
>>> meant
>>> to create a seperate user account to run them on?
>> 
>> Apache by default starts as root but drops privileges.
>> Did you really override that to force it to run as root all the time?
>> 
>> As noted, your permissions in mason_data/obj/ need to be fixed
>> 
>> -kevin
>> 
>>> 
>>> Kevin Falcone-2 wrote:
>>> > 
>>> > On Thu, Jul 21, 2011 at 04:07:58AM -0700, nanastasiou wrote:
>>> >> 
>>> >> Ok, Just noticed that if i use port 8080 none of those error messages
>>> >> come
>>> >> up. Is this the port I am meant to use with RT ?
>>> > 
>>> > RT runs on the port you configure it to use.  As pointed out later in
>>> > the thread, your error comes because of mixing permissions.
>>> > 
>>> > I assume you're running rt-server on 8080 as root and apache on 80 as
>>> > non-root and that'll break your permissions
>>> > 
>>> > -kevin
>>> > 
>>> >  
>>> > 
>>> > --------
>>> > 2011 Training: http://bestpractical.com/services/training.html
>>> > 
>>> 
>>> -- 
>>> View this message in context:
>>> http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32108602.html
>>> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>>> 
>>> 
>>> --------
>>> 2011 Training: http://bestpractical.com/services/training.html
>> 
>>  
>> 
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
>> 
> 
> 

-- 
View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32114652.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From n.anastasiou at wildern.hants.sch.uk  Fri Jul 22 07:55:00 2011
From: n.anastasiou at wildern.hants.sch.uk (nanastasiou)
Date: Fri, 22 Jul 2011 04:55:00 -0700 (PDT)
Subject: [rt-users] New RT Installation and corrupted RT Graphics??
In-Reply-To: <32114346.post@talk.nabble.com>
References: <32068825.post@talk.nabble.com> <32082739.post@talk.nabble.com>
	<4E2428B5.5070005@bestpractical.com>
	<32083033.post@talk.nabble.com> <32083911.post@talk.nabble.com>
	<32106473.post@talk.nabble.com> <32106499.post@talk.nabble.com>
	<20110721131056.GB1845@jibsheet.com>
	<32108602.post@talk.nabble.com>
	<20110721164603.GG1845@jibsheet.com>
	<32114346.post@talk.nabble.com>
Message-ID: <32114653.post@talk.nabble.com>


ok, it's now fine. it had to do with selinux preventing rt from working
properly.

how do i go from here now? any tutorial on creating groups/users etc?



nanastasiou wrote:
> 
> No, I didn't. What is the best practice? Also what about rt? Am I mean to
> run it under the rt user or the root user?
> 
> What permissions should I assign to mason_data/obj/ ?
> 
> 
> 
> 
> Kevin Falcone-2 wrote:
>> 
>> On Thu, Jul 21, 2011 at 08:56:09AM -0700, nanastasiou wrote:
>>> 
>>> Actually even on port 8080 I get permission errors.
>>> At the moment I am running both rt+apache under the root account. Am I
>>> meant
>>> to create a seperate user account to run them on?
>> 
>> Apache by default starts as root but drops privileges.
>> Did you really override that to force it to run as root all the time?
>> 
>> As noted, your permissions in mason_data/obj/ need to be fixed
>> 
>> -kevin
>> 
>>> 
>>> Kevin Falcone-2 wrote:
>>> > 
>>> > On Thu, Jul 21, 2011 at 04:07:58AM -0700, nanastasiou wrote:
>>> >> 
>>> >> Ok, Just noticed that if i use port 8080 none of those error messages
>>> >> come
>>> >> up. Is this the port I am meant to use with RT ?
>>> > 
>>> > RT runs on the port you configure it to use.  As pointed out later in
>>> > the thread, your error comes because of mixing permissions.
>>> > 
>>> > I assume you're running rt-server on 8080 as root and apache on 80 as
>>> > non-root and that'll break your permissions
>>> > 
>>> > -kevin
>>> > 
>>> >  
>>> > 
>>> > --------
>>> > 2011 Training: http://bestpractical.com/services/training.html
>>> > 
>>> 
>>> -- 
>>> View this message in context:
>>> http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32108602.html
>>> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>>> 
>>> 
>>> --------
>>> 2011 Training: http://bestpractical.com/services/training.html
>> 
>>  
>> 
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
>> 
> 
> 

-- 
View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32114653.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From omaiszd at e-bone.hu  Fri Jul 22 08:41:37 2011
From: omaiszd at e-bone.hu (=?iso-8859-2?Q?omaisz-tak=E1cs_d=E1niel?=)
Date: Fri, 22 Jul 2011 14:41:37 +0200
Subject: [rt-users] New RT Installation and corrupted RT Graphics??
In-Reply-To: <32114653.post@talk.nabble.com>
References: <32068825.post@talk.nabble.com>
	<32082739.post@talk.nabble.com>	<4E2428B5.5070005@bestpractical.com>	<32083033.post@talk.nabble.com>
	<32083911.post@talk.nabble.com>	<32106473.post@talk.nabble.com>
	<32106499.post@talk.nabble.com>	<20110721131056.GB1845@jibsheet.com>	<32108602.post@talk.nabble.com>	<20110721164603.GG1845@jibsheet.com>	<32114346.post@talk.nabble.com>
	<32114653.post@talk.nabble.com>
Message-ID: <008301cc486c$b2f2dbb0$18d89310$@e-bone.hu>

HI,
apache2 uses by default www-data group (as far as i know, by default)

my maison_data/obj is:
owned by www-data (www-data) has read&write
Group: www-data has read&write
others: none

so it would be a chmod -R 660  /maison_data/obj
and a chown -R www-data:www-data  /maison_data/obj

Hope this helps.

Regards,
Daniel



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of nanastasiou
Sent: Friday, July 22, 2011 1:55 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] New RT Installation and corrupted RT Graphics??
[faked-from][auto-ip]


ok, it's now fine. it had to do with selinux preventing rt from working
properly.

how do i go from here now? any tutorial on creating groups/users etc?



nanastasiou wrote:
> 
> No, I didn't. What is the best practice? Also what about rt? Am I mean 
> to run it under the rt user or the root user?
> 
> What permissions should I assign to mason_data/obj/ ?
> 
> 
> 
> 
> Kevin Falcone-2 wrote:
>> 
>> On Thu, Jul 21, 2011 at 08:56:09AM -0700, nanastasiou wrote:
>>> 
>>> Actually even on port 8080 I get permission errors.
>>> At the moment I am running both rt+apache under the root account. Am 
>>> I meant to create a seperate user account to run them on?
>> 
>> Apache by default starts as root but drops privileges.
>> Did you really override that to force it to run as root all the time?
>> 
>> As noted, your permissions in mason_data/obj/ need to be fixed
>> 
>> -kevin
>> 
>>> 
>>> Kevin Falcone-2 wrote:
>>> > 
>>> > On Thu, Jul 21, 2011 at 04:07:58AM -0700, nanastasiou wrote:
>>> >> 
>>> >> Ok, Just noticed that if i use port 8080 none of those error 
>>> >> messages come up. Is this the port I am meant to use with RT ?
>>> > 
>>> > RT runs on the port you configure it to use.  As pointed out later 
>>> > in the thread, your error comes because of mixing permissions.
>>> > 
>>> > I assume you're running rt-server on 8080 as root and apache on 80 
>>> > as non-root and that'll break your permissions
>>> > 
>>> > -kevin
>>> > 
>>> >  
>>> > 
>>> > --------
>>> > 2011 Training: http://bestpractical.com/services/training.html
>>> > 
>>> 
>>> --
>>> View this message in context:
>>> http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics-
>>> --tp32068825p32108602.html Sent from the Request Tracker - User 
>>> mailing list archive at Nabble.com.
>>> 
>>> 
>>> --------
>>> 2011 Training: http://bestpractical.com/services/training.html
>> 
>>  
>> 
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
>> 
> 
> 

--
View this message in context:
http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp3206
8825p32114653.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


--------
2011 Training: http://bestpractical.com/services/training.html



From fireskyer at gmx.de  Fri Jul 22 08:43:04 2011
From: fireskyer at gmx.de (john s.)
Date: Fri, 22 Jul 2011 05:43:04 -0700 (PDT)
Subject: [rt-users] New RT Installation and corrupted RT Graphics??
In-Reply-To: <32114652.post@talk.nabble.com>
References: <32068825.post@talk.nabble.com> <32082739.post@talk.nabble.com>
	<4E2428B5.5070005@bestpractical.com>
	<32083033.post@talk.nabble.com> <32083911.post@talk.nabble.com>
	<32106473.post@talk.nabble.com> <32106499.post@talk.nabble.com>
	<20110721131056.GB1845@jibsheet.com>
	<32108602.post@talk.nabble.com>
	<20110721164603.GG1845@jibsheet.com>
	<32114346.post@talk.nabble.com> <32114652.post@talk.nabble.com>
Message-ID: <32114997.post@talk.nabble.com>



Look at the wiki and give google a chance for " buy the rt essentials book"

best regards john 
-- 
View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32114997.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From fireskyer at gmx.de  Fri Jul 22 08:47:41 2011
From: fireskyer at gmx.de (john s.)
Date: Fri, 22 Jul 2011 05:47:41 -0700 (PDT)
Subject: [rt-users]  JSGantt Patch Issue
Message-ID: <32115025.post@talk.nabble.com>


Hello Everybody

RT-Extension-JSGantt vers. 0.12

I tried to install JSGannt on rt 3.8.8 ..... it works

tried to install on rt 3.8.9 .....  doesn't work

tried to install on rt 4.0.1  works ....

due to individual cicrumstances  we decide to use the rt 3.8.9 version

so... steps i have done :

1. installed  via readme instruction

2. patch the js file ....

3. update the css und js file with  patching the jsgantt.js and jsgantt.css
files ..

but due to this process there come severel errors ....
Command: patch   -p1 <jsgantt.diff

Hunk #1 FAILED at 49.
1 out of 1 hunk FAILED -- saving rejects to file
html/NoAuth/css/jsgantt.css.rej
patching file html/NoAuth/js/jsgantt.js

Hunk #1 FAILED at 573.
Hunk #2 FAILED at 1113.
Hunk #3 FAILED at 1132.
Hunk #4 FAILED at 1159.
Hunk #5 FAILED at 1247.
Hunk #6 FAILED at 1910.
Hunk #7 FAILED at 1984.
Hunk #8 FAILED at 1992.
Hunk #9 FAILED at 2019.
9 out of 9 hunks FAILED -- saving rejects to file
html/NoAuth/js/jsgantt.js.rej


So whats going wrong here ?

best regards  
john




-- 
View this message in context: http://old.nabble.com/JSGantt-Patch-Issue-tp32115025p32115025.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From jason.brown at millbrookprinting.com  Fri Jul 22 08:59:05 2011
From: jason.brown at millbrookprinting.com (Jason Brown)
Date: Fri, 22 Jul 2011 08:59:05 -0400
Subject: [rt-users] Suppressing priority messages
Message-ID: <4E297419.9040002@millbrookprinting.com>

Hello all,
     We have a RT escalation script which is run every hour to increase 
the priority level of a ticket.  In doing so, it creates a lot of noise 
within the work order itself, placing "Enoch Root - Priority changed" 
everytime its increased.  I was wondering if its possible to suppress 
those messages?

RT version: 4.0.1

Thanks,
Jason


From falcone at bestpractical.com  Fri Jul 22 09:04:12 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 22 Jul 2011 09:04:12 -0400
Subject: [rt-users] Suppressing priority messages
In-Reply-To: <4E297419.9040002@millbrookprinting.com>
References: <4E297419.9040002@millbrookprinting.com>
Message-ID: <20110722130412.GI1845@jibsheet.com>

On Fri, Jul 22, 2011 at 08:59:05AM -0400, Jason Brown wrote:
> Hello all,
>     We have a RT escalation script which is run every hour to
> increase the priority level of a ticket.  In doing so, it creates a
> lot of noise within the work order itself, placing "Enoch Root -
> Priority changed" everytime its increased.  I was wondering if its
> possible to suppress those messages?

Without knowing what the script does, that's hard to say.
One of the RT::Actions available to rt-crontool has a "skip the
transaction" message, the other doesn't.  If you've written custom
code, you can steal the skipping code from the correct RT::Action

-kevin
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From jason.brown at millbrookprinting.com  Fri Jul 22 09:15:22 2011
From: jason.brown at millbrookprinting.com (Jason Brown)
Date: Fri, 22 Jul 2011 09:15:22 -0400
Subject: [rt-users] Suppressing priority messages
In-Reply-To: <20110722130412.GI1845@jibsheet.com>
References: <4E297419.9040002@millbrookprinting.com>
	<20110722130412.GI1845@jibsheet.com>
Message-ID: <4E2977EA.707@millbrookprinting.com>

Here is the code, I believe this was custom written by a previous employee:

#!/usr/bin/perl

use strict;

use warnings;

# Points to the RT4 library

use lib ("/opt/rt4/lib","/opt/rt4/local/lib");

my $crontool = "/opt/rt4/bin/rt-crontool";

package RT;

use RT::Interface::CLI qw(CleanEnv);

#Clean our the environment

CleanEnv();

# Load the RT configuration

RT::LoadConfig();

# Initialise RT

RT::Init();

my $queues = new RT::Queues($RT::SystemUser);

$queues->LimitToEnabled();

while (my $queue = $queues->Next) {

     my $queuename = $queue->Name;

     system("$crontool --search RT::Search::ActiveTicketsInQueue " .

            "--search-arg \"$queuename\" ".

            "--action RT::Action::EscalatePriority");

}

$RT::Handle->Disconnect();

exit 0;



On 07/22/2011 09:04 AM, Kevin Falcone wrote:
> On Fri, Jul 22, 2011 at 08:59:05AM -0400, Jason Brown wrote:
>> Hello all,
>>      We have a RT escalation script which is run every hour to
>> increase the priority level of a ticket.  In doing so, it creates a
>> lot of noise within the work order itself, placing "Enoch Root -
>> Priority changed" everytime its increased.  I was wondering if its
>> possible to suppress those messages?
> Without knowing what the script does, that's hard to say.
> One of the RT::Actions available to rt-crontool has a "skip the
> transaction" message, the other doesn't.  If you've written custom
> code, you can steal the skipping code from the correct RT::Action
>
> -kevin
>
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
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From falcone at bestpractical.com  Fri Jul 22 09:53:45 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 22 Jul 2011 09:53:45 -0400
Subject: [rt-users] Suppressing priority messages
In-Reply-To: <4E2977EA.707@millbrookprinting.com>
References: <4E297419.9040002@millbrookprinting.com>
	<20110722130412.GI1845@jibsheet.com>
	<4E2977EA.707@millbrookprinting.com>
Message-ID: <20110722135345.GJ1845@jibsheet.com>

On Fri, Jul 22, 2011 at 09:15:22AM -0400, Jason Brown wrote:
>    Here is the code, I believe this was custom written by a previous employee:

Read the docs for EscalatePriority vs LinearEscalate (you can perldoc
the .pm files in your RT tree).  

LinearEscalate can be silent, but uses a different algorithm.

If you can't change algorithms, you can port the features of
LinearEscalate to EscalatePriority and send in a patch

-kevin

>  #!/usr/bin/perl
> 
>  use strict;
> 
>  use warnings;
> 
>  # Points to the RT4 library
> 
>  use lib ("/opt/rt4/lib","/opt/rt4/local/lib");
> 
>  my $crontool = "/opt/rt4/bin/rt-crontool";
> 
> 
>  package RT;
> 
>  use RT::Interface::CLI qw(CleanEnv);
> 
>  #Clean our the environment
> 
>  CleanEnv();
> 
>  # Load the RT configuration
> 
>  RT::LoadConfig();
> 
>  # Initialise RT
> 
>  RT::Init();
> 
>  my $queues = new RT::Queues($RT::SystemUser);
> 
>  $queues->LimitToEnabled();
> 
>  while (my $queue = $queues->Next) {
> 
>      my $queuename = $queue->Name;
> 
>      system("$crontool --search RT::Search::ActiveTicketsInQueue " .
> 
>             "--search-arg \"$queuename\" ".
> 
>             "--action RT::Action::EscalatePriority");
> 
>  }
> 
>  $RT::Handle->Disconnect();
> 
>  exit 0;
> 
>    On 07/22/2011 09:04 AM, Kevin Falcone wrote:
> 
>  On Fri, Jul 22, 2011 at 08:59:05AM -0400, Jason Brown wrote:
> 
>  Hello all,
>      We have a RT escalation script which is run every hour to
>  increase the priority level of a ticket.  In doing so, it creates a
>  lot of noise within the work order itself, placing "Enoch Root -
>  Priority changed" everytime its increased.  I was wondering if its
>  possible to suppress those messages?
> 
>  Without knowing what the script does, that's hard to say.
>  One of the RT::Actions available to rt-crontool has a "skip the
>  transaction" message, the other doesn't.  If you've written custom
>  code, you can steal the skipping code from the correct RT::Action
> 
>  -kevin
> 
> 
> 
>  --------
>  2011 Training: [1]http://bestpractical.com/services/training.html
> 
> References
> 
>    Visible links
>    1. http://bestpractical.com/services/training.html

> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html

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From falcone at bestpractical.com  Fri Jul 22 09:56:43 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 22 Jul 2011 09:56:43 -0400
Subject: [rt-users] RT3->RT4 GUI menu "missing" after upgrade?
In-Reply-To: <006301cc4849$fedcafb0$fc960f10$@e-bone.hu>
References: <002c01cc4783$44135fb0$cc3a1f10$@e-bone.hu>
	<003f01cc4783$b26baa30$1742fe90$@e-bone.hu>
	<006101cc4786$e8ea9820$babfc860$@e-bone.hu>
	<20110721142250.GD1845@jibsheet.com>
	<006301cc4849$fedcafb0$fc960f10$@e-bone.hu>
Message-ID: <20110722135643.GK1845@jibsheet.com>

On Fri, Jul 22, 2011 at 10:33:12AM +0200, omaisz-tak?cs d?niel wrote:
> Thanks Kevin,
> i started to test it multi browser:
> Firefox 5.0: works 
> Chromium 14: no menu, no error?
> IE 8: works
> Safari: works
> 
> Firefox <> Chromium:
> The main navigation div is 0x0 size under chromium!?
> 
> i found the following error after:
> <script type="text/javascript"><!--
>     jQuery( loadTitleBoxStates );
> 
>     jQuery().ready(function ()  { ReplaceAllTextareas('0') });
> 
> Uncaught reference error: ReplaceAllTextareas is not defined

Many of the developers are using Chrome 12 and it works great. Is
Chromium 14 a developer build?  It looks like you're not getting all
the JS.

-kevin
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From mike.johnson at nosm.ca  Fri Jul 22 09:57:45 2011
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Fri, 22 Jul 2011 09:57:45 -0400
Subject: [rt-users] Updating RT's name
Message-ID: <CAFuoEe-eh8dsXrTviXtNysjTxpGiQGquEJET_AkLMT3e9uuJRw@mail.gmail.com>

HI all,

I'm going through a conversion right now. We are upgrading from 3.2.1 to
3.8.11. We are also updating the hardware... and URL to RT.

Old.rt.com

new.rt.com

So the issue I need to resolve...

active tickets from old.rt.com will have emails coming in to update those
active tickets. their subject line will have [old.rt.com #ticketid]

I need those emails to update the ticket in new.rt.com. But,
new.rt.comdoesn't recognize [
old.rt.com #ticketid] it's looking for [new.rt.com #ticketid]

There has to be a way to trick RT...

Thoughts?

Thanks in advance for any input!

-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
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From omaiszd at e-bone.hu  Fri Jul 22 09:59:10 2011
From: omaiszd at e-bone.hu (=?iso-8859-2?Q?omaisz-tak=E1cs_d=E1niel?=)
Date: Fri, 22 Jul 2011 15:59:10 +0200
Subject: [rt-users] RT3->RT4 GUI menu "missing" after upgrade?
In-Reply-To: <20110722135643.GK1845@jibsheet.com>
References: <002c01cc4783$44135fb0$cc3a1f10$@e-bone.hu>	<003f01cc4783$b26baa30$1742fe90$@e-bone.hu>	<006101cc4786$e8ea9820$babfc860$@e-bone.hu>	<20110721142250.GD1845@jibsheet.com>	<006301cc4849$fedcafb0$fc960f10$@e-bone.hu>
	<20110722135643.GK1845@jibsheet.com>
Message-ID: <00c001cc4877$88353c00$989fb400$@e-bone.hu>

Tested on Chromium 12 to, same resoult.

I'm useing nightly Chromium builds not Google Chrome.. so probably thats the
problem?

Any ideas what can i do to make it work?




-----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, July 22, 2011 3:57 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT3->RT4 GUI menu "missing" after upgrade?
[faked-from][auto-ip]

On Fri, Jul 22, 2011 at 10:33:12AM +0200, omaisz-tak?cs d?niel wrote:
> Thanks Kevin,
> i started to test it multi browser:
> Firefox 5.0: works
> Chromium 14: no menu, no error?
> IE 8: works
> Safari: works
> 
> Firefox <> Chromium:
> The main navigation div is 0x0 size under chromium!?
> 
> i found the following error after:
> <script type="text/javascript"><!--
>     jQuery( loadTitleBoxStates );
> 
>     jQuery().ready(function ()  { ReplaceAllTextareas('0') });
> 
> Uncaught reference error: ReplaceAllTextareas is not defined

Many of the developers are using Chrome 12 and it works great. Is Chromium
14 a developer build?  It looks like you're not getting all the JS.

-kevin



From jason.brown at millbrookprinting.com  Fri Jul 22 10:15:52 2011
From: jason.brown at millbrookprinting.com (Jason Brown)
Date: Fri, 22 Jul 2011 10:15:52 -0400
Subject: [rt-users] Suppressing priority messages
In-Reply-To: <20110722135345.GJ1845@jibsheet.com>
References: <4E297419.9040002@millbrookprinting.com>	<20110722130412.GI1845@jibsheet.com>	<4E2977EA.707@millbrookprinting.com>
	<20110722135345.GJ1845@jibsheet.com>
Message-ID: <4E298618.4030001@millbrookprinting.com>

Thanks Kevin, that fixed my issue.

On 07/22/2011 09:53 AM, Kevin Falcone wrote:
> On Fri, Jul 22, 2011 at 09:15:22AM -0400, Jason Brown wrote:
>>     Here is the code, I believe this was custom written by a previous employee:
> Read the docs for EscalatePriority vs LinearEscalate (you can perldoc
> the .pm files in your RT tree).
>
> LinearEscalate can be silent, but uses a different algorithm.
>
> If you can't change algorithms, you can port the features of
> LinearEscalate to EscalatePriority and send in a patch
>
> -kevin
>
>>   #!/usr/bin/perl
>>
>>   use strict;
>>
>>   use warnings;
>>
>>   # Points to the RT4 library
>>
>>   use lib ("/opt/rt4/lib","/opt/rt4/local/lib");
>>
>>   my $crontool = "/opt/rt4/bin/rt-crontool";
>>
>>
>>   package RT;
>>
>>   use RT::Interface::CLI qw(CleanEnv);
>>
>>   #Clean our the environment
>>
>>   CleanEnv();
>>
>>   # Load the RT configuration
>>
>>   RT::LoadConfig();
>>
>>   # Initialise RT
>>
>>   RT::Init();
>>
>>   my $queues = new RT::Queues($RT::SystemUser);
>>
>>   $queues->LimitToEnabled();
>>
>>   while (my $queue = $queues->Next) {
>>
>>       my $queuename = $queue->Name;
>>
>>       system("$crontool --search RT::Search::ActiveTicketsInQueue " .
>>
>>              "--search-arg \"$queuename\" ".
>>
>>              "--action RT::Action::EscalatePriority");
>>
>>   }
>>
>>   $RT::Handle->Disconnect();
>>
>>   exit 0;
>>
>>     On 07/22/2011 09:04 AM, Kevin Falcone wrote:
>>
>>   On Fri, Jul 22, 2011 at 08:59:05AM -0400, Jason Brown wrote:
>>
>>   Hello all,
>>       We have a RT escalation script which is run every hour to
>>   increase the priority level of a ticket.  In doing so, it creates a
>>   lot of noise within the work order itself, placing "Enoch Root -
>>   Priority changed" everytime its increased.  I was wondering if its
>>   possible to suppress those messages?
>>
>>   Without knowing what the script does, that's hard to say.
>>   One of the RT::Actions available to rt-crontool has a "skip the
>>   transaction" message, the other doesn't.  If you've written custom
>>   code, you can steal the skipping code from the correct RT::Action
>>
>>   -kevin
>>
>>
>>
>>   --------
>>   2011 Training: [1]http://bestpractical.com/services/training.html
>>
>> References
>>
>>     Visible links
>>     1. http://bestpractical.com/services/training.html
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
>
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
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From ktm at rice.edu  Fri Jul 22 10:21:10 2011
From: ktm at rice.edu (ktm at rice.edu)
Date: Fri, 22 Jul 2011 09:21:10 -0500
Subject: [rt-users] Suppressing priority messages
In-Reply-To: <4E297419.9040002@millbrookprinting.com>
References: <4E297419.9040002@millbrookprinting.com>
Message-ID: <20110722142110.GA11661@staff-mud-56-27.rice.edu>

On Fri, Jul 22, 2011 at 08:59:05AM -0400, Jason Brown wrote:
> Hello all,
>     We have a RT escalation script which is run every hour to
> increase the priority level of a ticket.  In doing so, it creates a
> lot of noise within the work order itself, placing "Enoch Root -
> Priority changed" everytime its increased.  I was wondering if its
> possible to suppress those messages?
> 
> RT version: 4.0.1
> 
> Thanks,
> Jason
> 

Hi Jason,

I would be very interested in how your workflow handles the priority
escalation every hour. We tried escalating the priority daily, but
since no additional resources were actually tied to the ticket
priority, the end result was to have most non-trivial tickets sitting
at the maximum priority.

The way we dealt with the priority change messages was to add a
"full headers" and a "brief headers" button on the ticket display.
The default was brief which did not display most of the internal
bookkeeping changes. This also improved the display speed.

Regards,
Ken


From mike.johnson at nosm.ca  Fri Jul 22 10:50:06 2011
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Fri, 22 Jul 2011 10:50:06 -0400
Subject: [rt-users] JSGantt Patch Issue
In-Reply-To: <32115025.post@talk.nabble.com>
References: <32115025.post@talk.nabble.com>
Message-ID: <CAFuoEe8cLM6v3Jy_2gzhcHwRvG6YPmkoPNYx+d7AZL60BjLT2g@mail.gmail.com>

Just a thought...

Maybe try 3.8.11

Maybe JSGantt will work there?

Good luck!
Mike.

On Fri, Jul 22, 2011 at 8:47 AM, john s. <fireskyer at gmx.de> wrote:

>
> Hello Everybody
>
> RT-Extension-JSGantt vers. 0.12
>
> I tried to install JSGannt on rt 3.8.8 ..... it works
>
> tried to install on rt 3.8.9 .....  doesn't work
>
> tried to install on rt 4.0.1  works ....
>
> due to individual cicrumstances  we decide to use the rt 3.8.9 version
>
> so... steps i have done :
>
> 1. installed  via readme instruction
>
> 2. patch the js file ....
>
> 3. update the css und js file with  patching the jsgantt.js and jsgantt.css
> files ..
>
> but due to this process there come severel errors ....
> Command: patch   -p1 <jsgantt.diff
>
> Hunk #1 FAILED at 49.
> 1 out of 1 hunk FAILED -- saving rejects to file
> html/NoAuth/css/jsgantt.css.rej
> patching file html/NoAuth/js/jsgantt.js
>
> Hunk #1 FAILED at 573.
> Hunk #2 FAILED at 1113.
> Hunk #3 FAILED at 1132.
> Hunk #4 FAILED at 1159.
> Hunk #5 FAILED at 1247.
> Hunk #6 FAILED at 1910.
> Hunk #7 FAILED at 1984.
> Hunk #8 FAILED at 1992.
> Hunk #9 FAILED at 2019.
> 9 out of 9 hunks FAILED -- saving rejects to file
> html/NoAuth/js/jsgantt.js.rej
>
>
> So whats going wrong here ?
>
> best regards
> john
>
>
>
>
> --
> View this message in context:
> http://old.nabble.com/JSGantt-Patch-Issue-tp32115025p32115025.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>



-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
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From jason.brown at millbrookprinting.com  Fri Jul 22 11:18:09 2011
From: jason.brown at millbrookprinting.com (Jason Brown)
Date: Fri, 22 Jul 2011 11:18:09 -0400
Subject: [rt-users] Suppressing priority messages
In-Reply-To: <20110722142110.GA11661@staff-mud-56-27.rice.edu>
References: <4E297419.9040002@millbrookprinting.com>
	<20110722142110.GA11661@staff-mud-56-27.rice.edu>
Message-ID: <4E2994B1.6070408@millbrookprinting.com>

Ken,
     We are using a tiered approach as part of our priority system.  For 
instance, highest priority tickets would have a range from 90-100, 
medium priority tickets from 60 - 100, and lower tickets start at 1.  
Along with their priority, they also have an associated time frame of 
completion.  A break and fix scenario would need to be completed 
immediately if it affected the entire company whereas if it only 
impacted one individual and there was a work around (such as a dead 
keyboard) it would need to be resolved within three days.  Other time 
frames would be; improvements to a particular system would be completed 
within 30 days and projects are TBD which is dependent upon their 
scope.  The team checks into RT periodically throughout the day and 
takes work orders which focus on their job roles.

I have used this same type of work flow in the past when I worked for a 
university.  The only difference was that our help desk made the 
determination and assigned it appropriately (most of the time :) ).  
Projects were never apart of the work order system as they were tied 
into a secondary system like MS Project.

On 07/22/2011 10:21 AM, ktm at rice.edu wrote:
> On Fri, Jul 22, 2011 at 08:59:05AM -0400, Jason Brown wrote:
>> Hello all,
>>      We have a RT escalation script which is run every hour to
>> increase the priority level of a ticket.  In doing so, it creates a
>> lot of noise within the work order itself, placing "Enoch Root -
>> Priority changed" everytime its increased.  I was wondering if its
>> possible to suppress those messages?
>>
>> RT version: 4.0.1
>>
>> Thanks,
>> Jason
>>
> Hi Jason,
>
> I would be very interested in how your workflow handles the priority
> escalation every hour. We tried escalating the priority daily, but
> since no additional resources were actually tied to the ticket
> priority, the end result was to have most non-trivial tickets sitting
> at the maximum priority.
>
> The way we dealt with the priority change messages was to add a
> "full headers" and a "brief headers" button on the ticket display.
> The default was brief which did not display most of the internal
> bookkeeping changes. This also improved the display speed.
>
> Regards,
> Ken


From mike.johnson at nosm.ca  Fri Jul 22 11:38:10 2011
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Fri, 22 Jul 2011 11:38:10 -0400
Subject: [rt-users] Updating RT's name
In-Reply-To: <CAFuoEe-eh8dsXrTviXtNysjTxpGiQGquEJET_AkLMT3e9uuJRw@mail.gmail.com>
References: <CAFuoEe-eh8dsXrTviXtNysjTxpGiQGquEJET_AkLMT3e9uuJRw@mail.gmail.com>
Message-ID: <CAFuoEe-mjwCXVkDisuksvA0Bt9DR8qAfyyi9_oMnkUJp0hgEjA@mail.gmail.com>

Hi folks,

After googling some more, I have found the solution..

Set($EmailSubjectTagRegex, qr/(?:<old RT name>|<new RT name>)/i );
Sorry for the list chatter... hopefully this just makes it easier to find
though :D

Thanks!
Mike.

On Fri, Jul 22, 2011 at 9:57 AM, Mike Johnson <mike.johnson at nosm.ca> wrote:

> HI all,
>
> I'm going through a conversion right now. We are upgrading from 3.2.1 to
> 3.8.11. We are also updating the hardware... and URL to RT.
>
> Old.rt.com <http://old.rt.com/>
>
> new.rt.com
>
> So the issue I need to resolve...
>
> active tickets from old.rt.com will have emails coming in to update those
> active tickets. their subject line will have [old.rt.com #ticketid]
>
> I need those emails to update the ticket in new.rt.com. But, new.rt.comdoesn't recognize [
> old.rt.com #ticketid] it's looking for [new.rt.com #ticketid]
>
> There has to be a way to trick RT...
>
> Thoughts?
>
> Thanks in advance for any input!
>
> --
> Mike Johnson
> Datatel Programmer/Analyst
> Northern Ontario School of Medicine
> 955 Oliver Road
> Thunder Bay, ON   P7B 5E1
> Phone: (807) 766-7331
> Email: mike.johnson at nosm.ca
>



-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
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From alexmv at bestpractical.com  Fri Jul 22 12:01:46 2011
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Fri, 22 Jul 2011 12:01:46 -0400
Subject: [rt-users] Unable to transfer tickets to a queue with a
 different lifecycle
In-Reply-To: <3D1C620F48622C45ACF9E601FC02C52C019F3E1CAF@NGMAIL.norseman.ca>
References: <3D1C620F48622C45ACF9E601FC02C52C019F3DEC8E@NGMAIL.norseman.ca>
	,<1311298666.15300.6.camel@umgah>
	<3D1C620F48622C45ACF9E601FC02C52C019F3E1CAF@NGMAIL.norseman.ca>
Message-ID: <1311350506.15300.14.camel@umgah>

On Thu, 2011-07-21 at 20:57 -0600, Ian Roy wrote:
> I've made the changes that you mentioned, but I'm still getting the
> error.  
> 
> It would be handy if you could clarify the positioning of this code.
> Does the above need to be located in the definition of swdev or
> default?

Neither:

Set(%Lifecycles,
    default => {
        initial  => [ 'new' ],
        active   => [ 'open', 'stalled' ],
        inactive => [ 'resolved', 'rejected', 'deleted' ],
        # ...
    },

    swdev => {
        initial  => [ 'Created' ],
        active   => [ 'InDevelopment' ],
        inactive => [ 'Completed' ],
        # ...
    },

    __maps__ => {
        'swdev -> default' => {
            'Created'       => 'new',
            'InDevelopment' => 'open',
            'Completed'     => 'resolved',
            # ...
        },
    },
);

 - Alex



From rs at plusw.de  Fri Jul 22 14:13:22 2011
From: rs at plusw.de (Rolf Schaufelberger)
Date: Fri, 22 Jul 2011 20:13:22 +0200
Subject: [rt-users] config tab
Message-ID: <3ECC432F-B9D6-4DAE-A6D6-5CEC3051B531@plusw.de>

Hi,  
I have running rt 4.0 and I don't find, where I have to grant the right to privilegded users to be able to change their settings , which, I assume, means , to see the config tab. 
As root I go to   Configuration-> Global->GroupRights
choose   system->Privileged,  
and I see a  checkbox  "Show Configuration Tab" in the "rights for administrators" tabs, yet not in the  "rights for staff" tab.

But I don't know, what is staff and what are administrators ?

Rolf Schaufelberger







From trs at bestpractical.com  Fri Jul 22 14:43:03 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 22 Jul 2011 14:43:03 -0400
Subject: [rt-users] config tab
In-Reply-To: <3ECC432F-B9D6-4DAE-A6D6-5CEC3051B531@plusw.de>
References: <3ECC432F-B9D6-4DAE-A6D6-5CEC3051B531@plusw.de>
Message-ID: <4E29C4B7.1020201@bestpractical.com>

On 07/22/2011 02:13 PM, Rolf Schaufelberger wrote:
> I have running rt 4.0 and I don't find, where I have to grant the right to privilegded users to be able to change their settings , which, I assume, means , to see the config tab. 
> As root I go to   Configuration-> Global->GroupRights
> choose   system->Privileged,  
> and I see a  checkbox  "Show Configuration Tab" in the "rights for administrators" tabs, yet not in the  "rights for staff" tab.

You want the ModifySelf right ("Modify one's own RT account"), not
ShowConfigTab (which is the admin interface, not the preferences interface).

> But I don't know, what is staff and what are administrators ?

Those are just generic groupings.  All of the administrative rights are
under "Rights for Admins", for example.

Thomas


From sthild at gmail.com  Fri Jul 22 15:22:44 2011
From: sthild at gmail.com (Scott)
Date: Fri, 22 Jul 2011 14:22:44 -0500
Subject: [rt-users] RT 4.0.1 Custom Field -> Wikitext box not saving all
	data.
Message-ID: <4E29CE04.9000008@gmail.com>

Well it does save all the data if entered from a unix Firefox, but on a 
windows box (IE or Firefox)
only the last line of the text is saved.

i.e.
           One

           Two

           Three

...will show up in the ticket display and be saved to the table if it is 
entered from firefox on
    a linux box.  If this is saved from a browser on windows, only the 
"Three" is saved.  Any ideas??

This is rt 4.0.1 with an Oracle db.

Thank You

Scott


From eyzon47 at yahoo.com  Fri Jul 22 15:54:58 2011
From: eyzon47 at yahoo.com (Randy Schwager)
Date: Fri, 22 Jul 2011 12:54:58 -0700 (PDT)
Subject: [rt-users] Deep Recursion Error, rt-4.0.1
In-Reply-To: <1311283270.15300.2.camel@umgah>
References: <1311282341.68624.YahooMailNeo@web65510.mail.ac4.yahoo.com>
	<1311283270.15300.2.camel@umgah>
Message-ID: <1311364498.6995.YahooMailNeo@web65514.mail.ac4.yahoo.com>

Sure.

Below is the site_config file:
Set( $DatabaseUser, 'rt_user' );
Set( $CorrespondAddress, 'helpdesk at example.net' );
Set( $rtname, 'example.net' );
Set( $DatabaseRequireSSL, '' );
Set( $WebPort, '8080' );
Set( $Organization, 'example.net' );
Set( $DatabaseType, 'mysql' );
Set( $DatabasePort, '3306' );
Set( $DatabasePassword, '####' );
Set( $DatabaseAdmin, 'root' );
Set( $SendmailPath, '/usr/sbin/sendmail' );
Set( $WebDomain, 'dev02.example.net' );
Set( $DatabaseAdminPassword, '' );
Set( $CommentAddress, 'helpdesk at example.net' );
Set( $DatabaseHost, 'localhost' );
Set( $DatabaseName, 'rt4' );
Set( $OwnerEmail, 'owner at example.net' );
1;

And here is the output of the syntax checker:

perl -c /opt/rt4/etc/RT_SiteConfig.pm 
/opt/rt4/etc/RT_SiteConfig.pm syntax OK


Thanks for the quick reply!
Apologies that mine wasn't as speedy.




________________________________
From: Alex Vandiver <alexmv at bestpractical.com>
To: Randy Schwager <eyzon47 at yahoo.com>
Cc: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com>
Sent: Thursday, July 21, 2011 5:21 PM
Subject: Re: [rt-users] Deep Recursion Error, rt-4.0.1

On Thu, 2011-07-21 at 14:05 -0700, Randy Schwager wrote:

> My new installation of RT (4.0.1) causes mod_perl to throw fatal
> errors when trying to restart apache.

This points to an error in your RT configuration (not your Apache
configuration, which is what you provided).? Please show us your
RT_SiteConfig.pm, with any passwords redacted.
- Alex
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From IRoy at norseman.ca  Fri Jul 22 19:51:15 2011
From: IRoy at norseman.ca (Ian Roy)
Date: Fri, 22 Jul 2011 17:51:15 -0600
Subject: [rt-users] Unable to transfer tickets to a queue with a
 different lifecycle
In-Reply-To: <1311350506.15300.14.camel@umgah>
References: <3D1C620F48622C45ACF9E601FC02C52C019F3DEC8E@NGMAIL.norseman.ca>
	,<1311298666.15300.6.camel@umgah>
	<3D1C620F48622C45ACF9E601FC02C52C019F3E1CAF@NGMAIL.norseman.ca>
	<1311350506.15300.14.camel@umgah>
Message-ID: <3D1C620F48622C45ACF9E601FC02C52C019F3DEC9B@NGMAIL.norseman.ca>

> From: Alex Vandiver [mailto:alexmv at bestpractical.com]
> Sent: Friday, July 22, 2011 10:02 AM
> To: Ian Roy
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Unable to transfer tickets to a queue with a different
> lifecycle
> 
> On Thu, 2011-07-21 at 20:57 -0600, Ian Roy wrote:
> I've made the changes that you mentioned, but I'm still getting the
>error.
> 
> It would be handy if you could clarify the positioning of this code.
> Does the above need to be located in the definition of swdev or
>default?
> 
> Neither:
> 
> Set(%Lifecycles,
>     default => {
>         initial  => [ 'new' ],
>         active   => [ 'open', 'stalled' ],
>         inactive => [ 'resolved', 'rejected', 'deleted' ],
>         # ...
>     },
> 
>     swdev => {
>         initial  => [ 'Created' ],
>         active   => [ 'InDevelopment' ],
>         inactive => [ 'Completed' ],
>         # ...
>     },
> 
>     __maps__ => {
>         'swdev -> default' => {
>             'Created'       => 'new',
>             'InDevelopment' => 'open',
>             'Completed'     => 'resolved',
>             # ...
>         },
>     },
> );
> 
>  - Alex

That worked perfectly.  Thank you.

From naresh at hewittandmay.com  Fri Jul 22 20:12:56 2011
From: naresh at hewittandmay.com (Naresh Maharaj)
Date: Sat, 23 Jul 2011 01:12:56 +0100
Subject: [rt-users] Removing Inline History from RT ticket
Message-ID: <CAA=1hD40BADae5+5hzY3z7TSohKkCV+YdNrpK7y_no1DVg+XpQ@mail.gmail.com>

Hi All

Does anyone know how to remove the INLINE  history from ticket updates.
By this I mean text like the following:


On Wed Jun 29 12:59:29 2011, JeffreyWxxx at xxxxxx.co.uk wrote:
>
> Good afternoon ....many thanks for prompt delivery, however it seems
> that 17 ?" collar would be better ....are they in stock ?
>
>
> Jeffrey L
> MANAGING DIRECTOR.
>


It is totally redundant as the text is already in the ticket
chronologically.

Note that setting $MaxInlineBody will not be useful as long messages which
include INLINE History plus latest message will exceed the   $MaxInlineBody
value and NONE of the message will be visible.


Regards


Naresh
-- 
Naresh Maharaj,

Katsuma Limited
email: info at hewittandmay.com
web: http://www.hewittandmay.co.uk
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From davekm3t at gmail.com  Sat Jul 23 00:05:37 2011
From: davekm3t at gmail.com (Dave Pascoe)
Date: Sat, 23 Jul 2011 00:05:37 -0400
Subject: [rt-users] Tuning RT4
In-Reply-To: <32107474.post@talk.nabble.com>
References: <CAE7nvVTc6D+a+mSPSymDAk=K9R=BcMQGCpJBWfxOYWSwEUuhNA@mail.gmail.com>
	<20110713200616.GO27846@jibsheet.com> <32067302.post@talk.nabble.com>
	<32107474.post@talk.nabble.com>
Message-ID: <CAH5r4X8Sz3T8n+mCqPfmp49ixMOMXhN2EsWpv2D1GBDegr_FoQ@mail.gmail.com>

I would love to learn what you find.  I am also experiencing slowness with
4.0.1 compared to 3.8.x.  Very noticeable - page turnaround time at least
2-3 seconds longer, and sometimes longer than that.  Relevant part of my
Apache config:

DocumentRoot "/usr/local/rt4/share/html"
               <Location />
                   Order allow,deny
                   Allow from all

                   SetHandler modperl
                   PerlResponseHandler Plack::Handler::Apache2
                   PerlSetVar psgi_app /usr/local/rt4/sbin/rt-server
# Added for attempt at tuning
 PerlSetVar MasonStaticSource true
PerlSetVar MasonBufferPreallocateSize 4096000
 PerlSetVar MasonDataCacheDefaults "cache_class=> MemoryCache, cache_depth
=> 4"
PerlSetVar MasonPreloads '/Elements/*'
 PerlSetVar MasonPreloads '/Ticket/*'
PerlSetVar MasonPreloads '/Articles/*'
 PerlSetVar MasonPreloads '/Dashboards/*'
PerlSetVar MasonPreloads '/NoAuth/*'
 PerlSetVar MasonPreloads '/Tools/*'
PerlSetVar MasonPreloads '/User/*'
 PerlSetVar MasonPreloads '/Widgets/*'
PerlSetVar MasonPreloads '/Helpers/*'
 AddOutputFilterByType DEFLATE text/html text/plain text/xml

               </Location>
               <Perl>
                   use Plack::Handler::Apache2;

Plack::Handler::Apache2->preload("/usr/local/rt4/sbin/rt-server");
               </Perl>

On Thu, Jul 21, 2011 at 9:35 AM, john s. <fireskyer at gmx.de> wrote:

>
> Hello All
>
> from my point of view
>
> Actually we use rt 3.8 in prod environment and the new rt 4.0 in labor
> environment
>
> the 3.8 speeds up like an local installed program ...very fast ....
>
> the 4.0.0 is not so fast as 3.8 but it is acceptable
>
> Neverthless i would like to know why is it  that so....?
>
> RT 3.8.9:
>
> Here are my configurations:
>
> rt 3.8.9:  http://pastebin.com/2YMK6uzt http://pastebin.com/2YMK6uzt
>
> rt 4.0.1:  http://pastebin.com/CFrNE2a3 http://pastebin.com/CFrNE2a3
>
>
> could someone help me to figure out whats wrong on the rt 4.0.1 config
>
>
> best regards john s.
>
>
>
>
>
> --
> View this message in context:
> http://old.nabble.com/Tuning-RT4-tp32056508p32107474.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
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From ktm at rice.edu  Sat Jul 23 11:15:59 2011
From: ktm at rice.edu (ktm at rice.edu)
Date: Sat, 23 Jul 2011 10:15:59 -0500
Subject: [rt-users] Removing Inline History from RT ticket
In-Reply-To: <CAA=1hD40BADae5+5hzY3z7TSohKkCV+YdNrpK7y_no1DVg+XpQ@mail.gmail.com>
References: <CAA=1hD40BADae5+5hzY3z7TSohKkCV+YdNrpK7y_no1DVg+XpQ@mail.gmail.com>
Message-ID: <20110723151559.GI29080@staff-mud-56-27.rice.edu>

On Sat, Jul 23, 2011 at 01:12:56AM +0100, Naresh Maharaj wrote:
> Hi All
> 
> Does anyone know how to remove the INLINE  history from ticket updates.
> By this I mean text like the following:
> 
> 
> On Wed Jun 29 12:59:29 2011, JeffreyWxxx at xxxxxx.co.uk wrote:
> >
> > Good afternoon ....many thanks for prompt delivery, however it seems
> > that 17 ?" collar would be better ....are they in stock ?
> >
> >
> > Jeffrey L
> > MANAGING DIRECTOR.
> >
> 
> 
> It is totally redundant as the text is already in the ticket
> chronologically.
> 
> Note that setting $MaxInlineBody will not be useful as long messages which
> include INLINE History plus latest message will exceed the   $MaxInlineBody
> value and NONE of the message will be visible.
> 
> 
> Regards
> 
> 
> Naresh
> -- 
> Naresh Maharaj,
> 
> Katsuma Limited
> email: info at hewittandmay.com
> web: http://www.hewittandmay.co.uk

Hi Naresh,

I think you just need to edit the appropriate templates to say what you
would like to say. It is not however neccessarily redudant since the
message may not be correctly signed or attributed (a.k.a. forged) and
without the tagline, people reading the Email will not know who actually
updated the ticket. The very first time someone forges a response and
causes a real problem you will be explaining to people "How could that
have happened?"

Cheers,
Ken


From simon at gikaku.com  Sun Jul 24 13:04:24 2011
From: simon at gikaku.com (Simon Walter)
Date: Sun, 24 Jul 2011 08:04:24 -0900
Subject: [rt-users] RT not using CorrespondAddress
Message-ID: <201107250204.24812.simon@gikaku.com>

I have this in /opt/rt4/etc/RT_SiteConfig.pm

Set($rtname, "example");
Set($WebDomain, "example.com");
Set($Organization, "example.com");
Set($CorrespondAddress, "support at example.com");
Set($CommentAddress, "support at example.com");

And I get email from:
"Internal Todos and Reminders via RT" <support.com at manage.example.com>

I change it to:

Set($rtname, "example");
Set($WebDomain, "example.com");
Set($Organization, "example.com");
Set($CorrespondAddress, "support");
Set($CommentAddress, "support");

And I get email from:

"Internal Todos and Reminders via RT" <support at manage.example.com>

Better, but still not correct. Yes, the machines host name is manage. Yes it 
is a subdomain of example.com that exists on the local network. No, 
example.com isn't what I'm using. It's just an example.

What gives?

How can I get RT to actually use the address I specify?


From falcone at bestpractical.com  Sun Jul 24 13:19:46 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Sun, 24 Jul 2011 13:19:46 -0400
Subject: [rt-users] RT not using CorrespondAddress
In-Reply-To: <201107250204.24812.simon@gikaku.com>
References: <201107250204.24812.simon@gikaku.com>
Message-ID: <20110724171946.GA2013@jibsheet.com>

On Sun, Jul 24, 2011 at 08:04:24AM -0900, Simon Walter wrote:
> I have this in /opt/rt4/etc/RT_SiteConfig.pm
> 
> Set($rtname, "example");
> Set($WebDomain, "example.com");
> Set($Organization, "example.com");
> Set($CorrespondAddress, "support at example.com");
> Set($CommentAddress, "support at example.com");
> 
> And I get email from:
> "Internal Todos and Reminders via RT" <support.com at manage.example.com>
> 
> I change it to:
> 
> Set($rtname, "example");
> Set($WebDomain, "example.com");
> Set($Organization, "example.com");
> Set($CorrespondAddress, "support");
> Set($CommentAddress, "support");
> 
> And I get email from:
> 
> "Internal Todos and Reminders via RT" <support at manage.example.com>
> 
> Better, but still not correct. Yes, the machines host name is manage. Yes it 
> is a subdomain of example.com that exists on the local network. No, 
> example.com isn't what I'm using. It's just an example.
> 
> What gives?
> 
> How can I get RT to actually use the address I specify?

In your first example, RT sees the string "support.com", in the second
it sees "support" so your MTA has to stick on the hostname.

Try using single quotes when defining your correspond address so Perl
won't interpolate @example

Set(CorrespondAddress, 'support at example.com');

I believe we have a branch slated for 4.0.2 to change the example
quotes.

-kevin
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From simon at gikaku.com  Sun Jul 24 14:25:28 2011
From: simon at gikaku.com (Simon Walter)
Date: Sun, 24 Jul 2011 09:25:28 -0900
Subject: [rt-users] RT not using CorrespondAddress
References: <201107250204.24812.simon@gikaku.com>
	<20110724171946.GA2013@jibsheet.com>
Message-ID: <201107250325.29261.simon@gikaku.com>

On Monday, July 25, 2011, Kevin Falcone wrote:
> > How can I get RT to actually use the address I specify?
> 
> In your first example, RT sees the string "support.com", in the second
> it sees "support" so your MTA has to stick on the hostname.
> 
> Try using single quotes when defining your correspond address so Perl
> won't interpolate @example
> 
> Set(CorrespondAddress, 'support at example.com');
> 

Genius! Thank you!

That shows how much I know about Perl...


From drey111 at gmail.com  Mon Jul 25 09:15:59 2011
From: drey111 at gmail.com (Joe Harris)
Date: Mon, 25 Jul 2011 09:15:59 -0400
Subject: [rt-users] Scrip to - On owner change add owner name to subject
Message-ID: <CABoWt8R9TMM4fNpV5R2s=xaoSCLox3GECYnqp3RO-L7nSAcNQA@mail.gmail.com>

We are rolling out a new RT system for all users in our company.
Previously we have used RT in our engineering group through several
versions over the last 8 years.  The new RT system will be replacing a
homegrown task management system they have been using for some time.
One of the requirements from above is that the owner name be in the
subject to help keep track at a glance of who owns what.  Anyone have
any ideas?


From trs at bestpractical.com  Mon Jul 25 09:25:18 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 25 Jul 2011 09:25:18 -0400
Subject: [rt-users] Scrip to - On owner change add owner name to subject
In-Reply-To: <CABoWt8R9TMM4fNpV5R2s=xaoSCLox3GECYnqp3RO-L7nSAcNQA@mail.gmail.com>
References: <CABoWt8R9TMM4fNpV5R2s=xaoSCLox3GECYnqp3RO-L7nSAcNQA@mail.gmail.com>
Message-ID: <4E2D6EBE.3040806@bestpractical.com>

On 07/25/2011 09:15 AM, Joe Harris wrote:
> We are rolling out a new RT system for all users in our company.
> Previously we have used RT in our engineering group through several
> versions over the last 8 years.  The new RT system will be replacing a
> homegrown task management system they have been using for some time.
> One of the requirements from above is that the owner name be in the
> subject to help keep track at a glance of who owns what.  Anyone have
> any ideas?

This is just a few simple template modifications.  You want to put:

    {$Ticket->OwnerObj->Name}

In the Subject: line of the templates where you see fit.

If you look at the stock Transaction template, you'll see that very
snippet of code and a few others.

Thomas


From falcone at bestpractical.com  Mon Jul 25 09:32:32 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 25 Jul 2011 09:32:32 -0400
Subject: [rt-users] Tuning RT4
In-Reply-To: <CAH5r4X8Sz3T8n+mCqPfmp49ixMOMXhN2EsWpv2D1GBDegr_FoQ@mail.gmail.com>
References: <CAE7nvVTc6D+a+mSPSymDAk=K9R=BcMQGCpJBWfxOYWSwEUuhNA@mail.gmail.com>
	<20110713200616.GO27846@jibsheet.com>
	<32067302.post@talk.nabble.com> <32107474.post@talk.nabble.com>
	<CAH5r4X8Sz3T8n+mCqPfmp49ixMOMXhN2EsWpv2D1GBDegr_FoQ@mail.gmail.com>
Message-ID: <20110725133232.GB2013@jibsheet.com>

On Sat, Jul 23, 2011 at 12:05:37AM -0400, Dave Pascoe wrote:
>    I would love to learn what you find. I am also experiencing slowness with 4.0.1 compared to
>    3.8.x. Very noticeable - page turnaround time at least 2-3 seconds longer, and sometimes
>    longer than that. Relevant part of my Apache config:

What exactly is slow?  Without knowing the part of the stack which is
being slow, it's hard to fix anything.  If you turn on
MasonX::Profiler it may be possible to get a much better sense of the
problem.

You can also see a detailed explanation of the "javascript
minification is slow" problem that occurs for some users on this
ticket:

http://issues.bestpractical.com/Ticket/Display.html?id=17673

You can log in as guest/guest

>    # Added for attempt at tuning
>                    PerlSetVar MasonStaticSource true
>                    PerlSetVar MasonBufferPreallocateSize 4096000
>                    PerlSetVar MasonDataCacheDefaults "cache_class=> MemoryCache, cache_depth =>
>    4"
>                    PerlSetVar MasonPreloads '/Elements/*'
>                    PerlSetVar MasonPreloads '/Ticket/*'
>                    PerlSetVar MasonPreloads '/Articles/*'
>                    PerlSetVar MasonPreloads '/Dashboards/*'
>                    PerlSetVar MasonPreloads '/NoAuth/*'
>                    PerlSetVar MasonPreloads '/Tools/*'
>                    PerlSetVar MasonPreloads '/User/*'
>                    PerlSetVar MasonPreloads '/Widgets/*'
>                    PerlSetVar MasonPreloads '/Helpers/*'

Do you find that these help?

-kevin
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From Michael.Polenske at skm-skyline.de  Mon Jul 25 09:32:33 2011
From: Michael.Polenske at skm-skyline.de (Michael Polenske)
Date: Mon, 25 Jul 2011 15:32:33 +0200
Subject: [rt-users] Rights Matrix
Message-ID: <D50AFE28895EE74DB5C80EB105CC0882B886AA@zserv1.skm.local>

Good afternoon,

 

is it possible to see all rights on a queue directly (in table format or
something else) ? I am currently creating > 30 queues and I assume that
on some queues I will have forgotten or added rights J

 

Best regards,

Michael

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From falcone at bestpractical.com  Mon Jul 25 09:33:24 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 25 Jul 2011 09:33:24 -0400
Subject: [rt-users] RT3->RT4 GUI menu "missing" after upgrade?
In-Reply-To: <00c001cc4877$88353c00$989fb400$@e-bone.hu>
References: <002c01cc4783$44135fb0$cc3a1f10$@e-bone.hu>
	<003f01cc4783$b26baa30$1742fe90$@e-bone.hu>
	<006101cc4786$e8ea9820$babfc860$@e-bone.hu>
	<20110721142250.GD1845@jibsheet.com>
	<006301cc4849$fedcafb0$fc960f10$@e-bone.hu>
	<20110722135643.GK1845@jibsheet.com>
	<00c001cc4877$88353c00$989fb400$@e-bone.hu>
Message-ID: <20110725133324.GC2013@jibsheet.com>

On Fri, Jul 22, 2011 at 03:59:10PM +0200, omaisz-tak?cs d?niel wrote:
> Tested on Chromium 12 to, same resoult.
> 
> I'm useing nightly Chromium builds not Google Chrome.. so probably thats the
> problem?
> 
> Any ideas what can i do to make it work?

If you can track down where Chromium is throwing an error and send a
patch, we can get it applied.

-kevin
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From gsollazz at sgul.ac.uk  Mon Jul 25 09:41:26 2011
From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo)
Date: Mon, 25 Jul 2011 14:41:26 +0100
Subject: [rt-users] LDAP attr_match vs multiple values
Message-ID: <4E2D7286.5020307@sgul.ac.uk>

Hi,
just a quick doubt/verification.

We have RT::Authen::ExternalAuth and RT::Extension::LDAPImport. Our 
matching array is as follows:

      'attr_map'                  =>  {   'Name' => 'uid',
                                                                                             'EmailAddress' => 'mail',
                                                                                             'Organization' => 'o',
                                                                                             'RealName' => 'cn',
                                                                                             'ExternalAuthId' => 'uid',
                                                                                             'Gecos' => 'gecos',
                                                                                             'WorkPhone' => 'telephoneNumber',
                                                                                             'Address1' => 'ou',
                                                                                             'City' => 'l',
                                                                                             'State' => 'st',
                                                                                             'Zip' => 'postalCode',
                                                                                             'Country' => 'co'
                                                                                         }


We happen to have two entries called 'ou' in any entry so this doesn't 
seem to work.
Is that possible by any kind of ou[0] array syntax?

Cheers,
Giuseppe

-- 
____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




From todd at chaka.net  Mon Jul 25 10:15:27 2011
From: todd at chaka.net (Todd Chapman)
Date: Mon, 25 Jul 2011 10:15:27 -0400
Subject: [rt-users] Rights Matrix
In-Reply-To: <D50AFE28895EE74DB5C80EB105CC0882B886AA@zserv1.skm.local>
References: <D50AFE28895EE74DB5C80EB105CC0882B886AA@zserv1.skm.local>
Message-ID: <CAG54imarfBnuHqx8VPXjxPCG0ktF43fAE4f0vwY3pE=fKWFJXg@mail.gmail.com>

http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm

unless you are using RT4.

On Mon, Jul 25, 2011 at 9:32 AM, Michael Polenske
<Michael.Polenske at skm-skyline.de> wrote:
> Good afternoon,
>
>
>
> is it possible to see all rights on a queue directly (in table format or
> something else) ? I am currently creating > 30 queues and I assume that on
> some queues I will have forgotten or added rights J
>
>
>
> Best regards,
>
> Michael
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>


From falcone at bestpractical.com  Mon Jul 25 10:20:44 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 25 Jul 2011 10:20:44 -0400
Subject: [rt-users] LDAP attr_match vs multiple values
In-Reply-To: <4E2D7286.5020307@sgul.ac.uk>
References: <4E2D7286.5020307@sgul.ac.uk>
Message-ID: <20110725142044.GD2013@jibsheet.com>

On Mon, Jul 25, 2011 at 02:41:26PM +0100, Giuseppe Sollazzo wrote:
> Hi,
> just a quick doubt/verification.
> 
> We have RT::Authen::ExternalAuth and RT::Extension::LDAPImport. Our
> matching array is as follows:
> 
>      'attr_map'                  =>  {   'Name' => 'uid',
>                                                                                             'EmailAddress' => 'mail',
>                                                                                             'Organization' => 'o',
>                                                                                             'RealName' => 'cn',
>                                                                                             'ExternalAuthId' => 'uid',
>                                                                                             'Gecos' => 'gecos',
>                                                                                             'WorkPhone' => 'telephoneNumber',
>                                                                                             'Address1' => 'ou',
>                                                                                             'City' => 'l',
>                                                                                             'State' => 'st',
>                                                                                             'Zip' => 'postalCode',
>                                                                                             'Country' => 'co'
>                                                                                         }
> 
> 
> We happen to have two entries called 'ou' in any entry so this
> doesn't seem to work.
> Is that possible by any kind of ou[0] array syntax?

If Net::LDAP's get_value understands it, it should work.
If Net::LDAP's get_value returns a list for ou, it'll try to get the first element.

-kevin
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From falcone at bestpractical.com  Mon Jul 25 10:24:18 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 25 Jul 2011 10:24:18 -0400
Subject: [rt-users] RT 4.0.1 Custom Field -> Wikitext box not saving all
 data.
In-Reply-To: <4E29CE04.9000008@gmail.com>
References: <4E29CE04.9000008@gmail.com>
Message-ID: <20110725142418.GE2013@jibsheet.com>

On Fri, Jul 22, 2011 at 02:22:44PM -0500, Scott wrote:
> Well it does save all the data if entered from a unix Firefox, but
> on a windows box (IE or Firefox)
> only the last line of the text is saved.
> 
> i.e.
>           One
> 
>           Two
> 
>           Three
> 
> ...will show up in the ticket display and be saved to the table if
> it is entered from firefox on

What do you mean by "The table" ?  The database table?

>    a linux box.  If this is saved from a browser on windows, only
> the "Three" is saved.  Any ideas??
> 
> This is rt 4.0.1 with an Oracle db.

Is this working with normal text boxes?

It'd also be nice to know exactly what is in the database.

-kevin
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From Michael.Polenske at skm-skyline.de  Mon Jul 25 10:27:04 2011
From: Michael.Polenske at skm-skyline.de (Michael Polenske)
Date: Mon, 25 Jul 2011 16:27:04 +0200
Subject: [rt-users] Rights Matrix
In-Reply-To: <CAG54imarfBnuHqx8VPXjxPCG0ktF43fAE4f0vwY3pE=fKWFJXg@mail.gmail.com>
References: <D50AFE28895EE74DB5C80EB105CC0882B886AA@zserv1.skm.local>
	<CAG54imarfBnuHqx8VPXjxPCG0ktF43fAE4f0vwY3pE=fKWFJXg@mail.gmail.com>
Message-ID: <D50AFE28895EE74DB5C80EB105CC0882B886C7@zserv1.skm.local>

Hi Todd,

this I already tried, doesn't work - okay, forgot to mention that I use 4.01 :-)

Cheers - Michael



-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Montag, 25. Juli 2011 16:15
To: Michael Polenske
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Rights Matrix

http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm

unless you are using RT4.

On Mon, Jul 25, 2011 at 9:32 AM, Michael Polenske <Michael.Polenske at skm-skyline.de> wrote:
> Good afternoon,
>
>
>
> is it possible to see all rights on a queue directly (in table format 
> or something else) ? I am currently creating > 30 queues and I assume 
> that on some queues I will have forgotten or added rights J
>
>
>
> Best regards,
>
> Michael
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>

From todd at chaka.net  Mon Jul 25 10:32:47 2011
From: todd at chaka.net (Todd Chapman)
Date: Mon, 25 Jul 2011 10:32:47 -0400
Subject: [rt-users] Rights Matrix
In-Reply-To: <D50AFE28895EE74DB5C80EB105CC0882B886C7@zserv1.skm.local>
References: <D50AFE28895EE74DB5C80EB105CC0882B886AA@zserv1.skm.local>
	<CAG54imarfBnuHqx8VPXjxPCG0ktF43fAE4f0vwY3pE=fKWFJXg@mail.gmail.com>
	<D50AFE28895EE74DB5C80EB105CC0882B886C7@zserv1.skm.local>
Message-ID: <CAG54imaTU8r=iVa_WFKqjKojyGQrrNvVRaYHOsd2qBog1S_3Pw@mail.gmail.com>

In RT4 the menu system changed. I haven't updated it yet, but you
should still be able to use it by accessing it's URL directly.

/Admin/Tools/RightsMatrix/

On Mon, Jul 25, 2011 at 10:27 AM, Michael Polenske
<Michael.Polenske at skm-skyline.de> wrote:
> Hi Todd,
>
> this I already tried, doesn't work - okay, forgot to mention that I use 4.01 :-)
>
> Cheers - Michael
>
>
>
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net]
> Sent: Montag, 25. Juli 2011 16:15
> To: Michael Polenske
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Rights Matrix
>
> http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm
>
> unless you are using RT4.
>
> On Mon, Jul 25, 2011 at 9:32 AM, Michael Polenske <Michael.Polenske at skm-skyline.de> wrote:
>> Good afternoon,
>>
>>
>>
>> is it possible to see all rights on a queue directly (in table format
>> or something else) ? I am currently creating > 30 queues and I assume
>> that on some queues I will have forgotten or added rights J
>>
>>
>>
>> Best regards,
>>
>> Michael
>>
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
>>
>


From fireskyer at gmx.de  Mon Jul 25 10:36:09 2011
From: fireskyer at gmx.de (john s.)
Date: Mon, 25 Jul 2011 07:36:09 -0700 (PDT)
Subject: [rt-users] Tuning RT4
In-Reply-To: <CAH5r4X8Sz3T8n+mCqPfmp49ixMOMXhN2EsWpv2D1GBDegr_FoQ@mail.gmail.com>
References: <CAE7nvVTc6D+a+mSPSymDAk=K9R=BcMQGCpJBWfxOYWSwEUuhNA@mail.gmail.com>
	<20110713200616.GO27846@jibsheet.com>
	<32067302.post@talk.nabble.com> <32107474.post@talk.nabble.com>
	<CAH5r4X8Sz3T8n+mCqPfmp49ixMOMXhN2EsWpv2D1GBDegr_FoQ@mail.gmail.com>
Message-ID: <32132285.post@talk.nabble.com>



hello dave 

thats the point why i finally  decided to use  rt 3.8  

i have an config with fcgid on my rt 4.0 system

..... could someone from the devs say any words to this speeding issue  
which we could verify each other ?

and if this the normal state... why i should sacrifice so much more speed 
if i use the rt 4.0 version

where is the benefit .. ? ... for a little prettier user interface? ... for
my point of view  not really 

..... but maybe we have overlooked something in the configs .... i don't
know 

best regards john 





-- 
View this message in context: http://old.nabble.com/Tuning-RT4-tp32056508p32132285.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From Michael.Polenske at skm-skyline.de  Mon Jul 25 10:37:34 2011
From: Michael.Polenske at skm-skyline.de (Michael Polenske)
Date: Mon, 25 Jul 2011 16:37:34 +0200
Subject: [rt-users] Rights Matrix
In-Reply-To: <CAG54imaTU8r=iVa_WFKqjKojyGQrrNvVRaYHOsd2qBog1S_3Pw@mail.gmail.com>
References: <D50AFE28895EE74DB5C80EB105CC0882B886AA@zserv1.skm.local><CAG54imarfBnuHqx8VPXjxPCG0ktF43fAE4f0vwY3pE=fKWFJXg@mail.gmail.com><D50AFE28895EE74DB5C80EB105CC0882B886C7@zserv1.skm.local>
	<CAG54imaTU8r=iVa_WFKqjKojyGQrrNvVRaYHOsd2qBog1S_3Pw@mail.gmail.com>
Message-ID: <D50AFE28895EE74DB5C80EB105CC0882B886D3@zserv1.skm.local>

Thanks for the hint - but unfortunately it doesn?t work:

"could not find component for path '/Admin/Elements/ToolTabs' "

Cheers - Michael


-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Montag, 25. Juli 2011 16:33
To: Michael Polenske
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Rights Matrix

In RT4 the menu system changed. I haven't updated it yet, but you should still be able to use it by accessing it's URL directly.

/Admin/Tools/RightsMatrix/

On Mon, Jul 25, 2011 at 10:27 AM, Michael Polenske <Michael.Polenske at skm-skyline.de> wrote:
> Hi Todd,
>
> this I already tried, doesn't work - okay, forgot to mention that I 
> use 4.01 :-)
>
> Cheers - Michael
>
>
>
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net]
> Sent: Montag, 25. Juli 2011 16:15
> To: Michael Polenske
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Rights Matrix
>
> http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/Rig
> htsMatrix.pm
>
> unless you are using RT4.
>
> On Mon, Jul 25, 2011 at 9:32 AM, Michael Polenske <Michael.Polenske at skm-skyline.de> wrote:
>> Good afternoon,
>>
>>
>>
>> is it possible to see all rights on a queue directly (in table format 
>> or something else) ? I am currently creating > 30 queues and I assume 
>> that on some queues I will have forgotten or added rights J
>>
>>
>>
>> Best regards,
>>
>> Michael
>>
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
>>
>

From todd at chaka.net  Mon Jul 25 10:42:51 2011
From: todd at chaka.net (Todd Chapman)
Date: Mon, 25 Jul 2011 10:42:51 -0400
Subject: [rt-users] Rights Matrix
In-Reply-To: <D50AFE28895EE74DB5C80EB105CC0882B886D3@zserv1.skm.local>
References: <D50AFE28895EE74DB5C80EB105CC0882B886AA@zserv1.skm.local>
	<CAG54imarfBnuHqx8VPXjxPCG0ktF43fAE4f0vwY3pE=fKWFJXg@mail.gmail.com>
	<D50AFE28895EE74DB5C80EB105CC0882B886C7@zserv1.skm.local>
	<CAG54imaTU8r=iVa_WFKqjKojyGQrrNvVRaYHOsd2qBog1S_3Pw@mail.gmail.com>
	<D50AFE28895EE74DB5C80EB105CC0882B886D3@zserv1.skm.local>
Message-ID: <CAG54imbVXYt0nwJ73dG6z5pPh+1-s=X9i7k1nsTT_uC6CEgBxQ@mail.gmail.com>

Ugh, it's try to be faithful to the new menu system. If you are up to
it I can talk you through removing those lines from the plugin so you
can configure your 30 queues.

On Mon, Jul 25, 2011 at 10:37 AM, Michael Polenske
<Michael.Polenske at skm-skyline.de> wrote:
> Thanks for the hint - but unfortunately it doesn?t work:
>
> "could not find component for path '/Admin/Elements/ToolTabs' "
>
> Cheers - Michael
>
>
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net]
> Sent: Montag, 25. Juli 2011 16:33
> To: Michael Polenske
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Rights Matrix
>
> In RT4 the menu system changed. I haven't updated it yet, but you should still be able to use it by accessing it's URL directly.
>
> /Admin/Tools/RightsMatrix/
>
> On Mon, Jul 25, 2011 at 10:27 AM, Michael Polenske <Michael.Polenske at skm-skyline.de> wrote:
>> Hi Todd,
>>
>> this I already tried, doesn't work - okay, forgot to mention that I
>> use 4.01 :-)
>>
>> Cheers - Michael
>>
>>
>>
>> -----Original Message-----
>> From: Todd Chapman [mailto:todd at chaka.net]
>> Sent: Montag, 25. Juli 2011 16:15
>> To: Michael Polenske
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Rights Matrix
>>
>> http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/Rig
>> htsMatrix.pm
>>
>> unless you are using RT4.
>>
>> On Mon, Jul 25, 2011 at 9:32 AM, Michael Polenske <Michael.Polenske at skm-skyline.de> wrote:
>>> Good afternoon,
>>>
>>>
>>>
>>> is it possible to see all rights on a queue directly (in table format
>>> or something else) ? I am currently creating > 30 queues and I assume
>>> that on some queues I will have forgotten or added rights J
>>>
>>>
>>>
>>> Best regards,
>>>
>>> Michael
>>>
>>> --------
>>> 2011 Training: http://bestpractical.com/services/training.html
>>>
>>
>


From athompso at athompso.net  Mon Jul 25 12:34:27 2011
From: athompso at athompso.net (Adam Thompson)
Date: Mon, 25 Jul 2011 11:34:27 -0500
Subject: [rt-users] Tuning RT4
In-Reply-To: <32132285.post@talk.nabble.com>
References: <CAE7nvVTc6D+a+mSPSymDAk=K9R=BcMQGCpJBWfxOYWSwEUuhNA@mail.gmail.com>	<20110713200616.GO27846@jibsheet.com>	<32067302.post@talk.nabble.com>
	<32107474.post@talk.nabble.com>	<CAH5r4X8Sz3T8n+mCqPfmp49ixMOMXhN2EsWpv2D1GBDegr_FoQ@mail.gmail.com>
	<32132285.post@talk.nabble.com>
Message-ID: <082401cc4ae8$b8686820$29393860$@athompso.net>

I can't speak for the dev team, but I have noticed a distinct trend:

Apache+mod_perl is very slow with RT4.0.
Lighttpd+FCGI is fast with RT4.0.
Standalone PSGI is really fast with RT4.0 (but not very scalable unless 
you know what you're doing).

I haven't tested Apache with anything other than mod_perl, so I don't know 
if it's Apache-specific or mod_perl-specific.

Most of the speed problems I've seen posted here are with RHEL/CentOS/SL 
stock httpd & mod_perl installs, so it's also possible the problem is 
OS-specific.

(And yes, I have a ticket open to try to narrow this down; unfortunately I 
haven't had time to keep following up on it.)

-Adam Thompson
 athompso at athompso.net





From alex at itworx.co.ke  Mon Jul 25 12:54:54 2011
From: alex at itworx.co.ke (Alex Rhys-Hurn)
Date: Mon, 25 Jul 2011 19:54:54 +0300 (EAT)
Subject: [rt-users] Tuning RT4
In-Reply-To: <082401cc4ae8$b8686820$29393860$@athompso.net>
Message-ID: <0fdbc2f9-eebe-4899-a057-c86763038b28@groupware>

Hello... 

I am a brand new RT user. This is my first post. We are network people and dont know much about apache and web server tuning and so forth. (learning fast). 

But, the first trial install of RT that I made using Rt 3.8 using the Ubuntu packages on an Ubuntu 10.04 virtual machine with 1gb ram was super fast. 

Having reviewed RT on that platform, I decided to commit to RT, and made an install of RT 4.0.1 on a fresh but identical Ubuntu 10.04 virtual machine, using Apache2 and mod_perl. 

The RT 4.0.1 is very sluggish compared to the 3.8 version. My RT installs have only the general queue and 5 or 10 tickets as I am just in the trial stage. 

The web UI is Very slow in 4.0.1. 

The php.info and other apache status pages, and webmin that I have running on this machine are superfast, so I point to RT as being the culprit. 

Can anyone help me troubleshoot this? 

Thanks, 

Alex 

Techy details about my install: 

OS: Ubuntu 10.04 vsphere 4.1 esxi virtual machine, 1gb ram, 1cpu, 20gb disk thin provisioned. 
Apache: Server Version: Apache/2.2.14 (Ubuntu) PHP/5.3.2-1ubuntu4.9 with Suhosin-Patch mod_python/3.3.1 Python/2.6.5 mod_ssl/2.2.14 OpenSSL/0.9.8k mod_perl/2.0.4 Perl/v5.10.1 
PHP: PHP Version 5.3.2-1ubuntu4.9 
MySQL: mysql Ver 14.14 Distrib 5.1.41, for debian-linux-gnu (i486) using readline 6.1 - Innodb enabled and set to default 
Perl: v5.10.1 (*) 
RT: 4.0.1 

Contents of RT_SiteConfig 

# You must restart your webserver after making changes to this file. 

Set($rtname, 'ITworX Limited'); 
Set($Organization, 'rt.itworx.co.ke'); 
Set($Timezone, 'AFRICA/Nairobi'); 
Set($WebDomain, 'rt.itworx.co.ke'); 
Set($WebBaseURL, 'https://rt.itworx.co.ke'); 
Set($WebPath, ''); 
Set($WebPort, 443); 
Set($OwnerEmail, "alex at itworx.co.ke"); 
Set($CorrespondAddress, 'support at itworx.co.ke'); 
Set($CommentAddress, 'support at itworx.co.ke'); 
Set($SendmailArguments, "-oi -t"); 


# Logging 
Set($LogToSyslog, ''); 
Set($LogToFile, 'debug'); 
Set($LogDir, '/opt/rt4/var/log'); 
Set($LogToFileNamed, "rt-debug.log"); 

Contents of Apache virtual host entry 
<VirtualHost *:443> 
SSLEngine on 
SSLCertificateFile /etc/ssl/certs/cert.pem 
ServerAdmin admin at itworx.co.ke 
DocumentRoot /opt/rt4/share/html 
AddDefaultCharset UTF-8 

<Location /> 
Order allow,deny 
Allow from all 

SetHandler modperl 
SetHandler modperl 
PerlResponseHandler Plack::Handler::Apache2 
PerlSetVar psgi_app /opt/rt4/sbin/rt-server 
</Location> 
<Perl> 
use Plack::Handler::Apache2; 
Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); 
</Perl> 
</VirtualHost> 
----- Original Message -----
From: "Adam Thompson" <athompso at athompso.net> 
To: "john s." <fireskyer at gmx.de>, rt-users at lists.bestpractical.com 
Sent: Monday, 25 July, 2011 7:34:27 PM 
Subject: Re: [rt-users] Tuning RT4 

I can't speak for the dev team, but I have noticed a distinct trend: 

Apache+mod_perl is very slow with RT4.0. 
Lighttpd+FCGI is fast with RT4.0. 
Standalone PSGI is really fast with RT4.0 (but not very scalable unless 
you know what you're doing). 

I haven't tested Apache with anything other than mod_perl, so I don't know 
if it's Apache-specific or mod_perl-specific. 

Most of the speed problems I've seen posted here are with RHEL/CentOS/SL 
stock httpd & mod_perl installs, so it's also possible the problem is 
OS-specific. 

(And yes, I have a ticket open to try to narrow this down; unfortunately I 
haven't had time to keep following up on it.) 

-Adam Thompson 
athompso at athompso.net 




-------- 
2011 Training: http://bestpractical.com/services/training.html 

This e-mail contains confidential information or information belonging to ITworX Limited and is intended solely for the addressees. The opinions therein, explicit or implied, are solely those of the author and do not necessarily represent those of ITworX Limited as a company. The unauthorized disclosure, use, dissemination or copying (either Whole or partial) of this e-mail, or any information it contains, is prohibited. E-mails are susceptible to alteration and their integrity cannot be guaranteed. ITworX Limited shall not be liable for this e-mail if modified or falsified. If you are not the intended recipient of this e-mail, please delete it immediately from your system and notify the sender of the wrong delivery and the e-mail deletion.
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From falcone at bestpractical.com  Mon Jul 25 13:17:57 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 25 Jul 2011 13:17:57 -0400
Subject: [rt-users] Tuning RT4
In-Reply-To: <082401cc4ae8$b8686820$29393860$@athompso.net>
References: <CAE7nvVTc6D+a+mSPSymDAk=K9R=BcMQGCpJBWfxOYWSwEUuhNA@mail.gmail.com>
	<20110713200616.GO27846@jibsheet.com>
	<32067302.post@talk.nabble.com> <32107474.post@talk.nabble.com>
	<CAH5r4X8Sz3T8n+mCqPfmp49ixMOMXhN2EsWpv2D1GBDegr_FoQ@mail.gmail.com>
	<32132285.post@talk.nabble.com>
	<082401cc4ae8$b8686820$29393860$@athompso.net>
Message-ID: <20110725171757.GF2013@jibsheet.com>

On Mon, Jul 25, 2011 at 11:34:27AM -0500, Adam Thompson wrote:
> I haven't tested Apache with anything other than mod_perl, so I don't know 
> if it's Apache-specific or mod_perl-specific.

It's unlikely to be Apache-specific, as we run multiple RT 4.0.1s
without this issue on Apache.

> (And yes, I have a ticket open to try to narrow this down; unfortunately I 
> haven't had time to keep following up on it.)

That is the ticket I linked to earlier which explains that a lot of
the slowness complaints are because each apache child needs to compile
JS/CSS on a first request.  If you only make 5 requests, that may not
be enough to run through all of the children's first requests.  My
coworker has provided some test harnesses for diagnosing the problems.

If other folks can help run the harness to identify potential
problems, it would be useful to us.

http://issues.bestpractical.com/Ticket/Display.html?id=17673

-kevin
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From falcone at bestpractical.com  Mon Jul 25 13:20:03 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 25 Jul 2011 13:20:03 -0400
Subject: [rt-users] Tuning RT4
In-Reply-To: <0fdbc2f9-eebe-4899-a057-c86763038b28@groupware>
References: <082401cc4ae8$b8686820$29393860$@athompso.net>
	<0fdbc2f9-eebe-4899-a057-c86763038b28@groupware>
Message-ID: <20110725172003.GG2013@jibsheet.com>

On Mon, Jul 25, 2011 at 07:54:54PM +0300, Alex Rhys-Hurn wrote:
>    The php.info and other apache status pages, and webmin that I have running on this machine are
>    superfast, so I point to RT as being the culprit.

php.info and the apache status pages are not actually performance
tests since they just dump information to the page without doing any
performance tweaking.

1G of ram for web + database is a tight fit.

Please see my earlier posts in the thread for a link to a ticket with
a way to get more information about your apache config.

Also, running with MasonX::Profiler (as documented in the config) will
provide information about what is really taking time.

-kevin
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From alex at itworx.co.ke  Mon Jul 25 14:36:11 2011
From: alex at itworx.co.ke (Alex Rhys-Hurn)
Date: Mon, 25 Jul 2011 21:36:11 +0300 (EAT)
Subject: [rt-users] Tuning RT4
In-Reply-To: <20110725172003.GG2013@jibsheet.com>
Message-ID: <2ee29536-af13-470a-9ad6-925b964bf3c6@groupware>

Dear Kevin, 

Thank you for the input. 

I have found my problem. Its a real rookie mistake, so I apologise for wasting your time. 

You mentioned that 1gb ram wasnt enough (I thought it would be for my 2 user test platform), so since its virtual, I went over to increase the ram. 

Guess what! It was set to 256meg.... Ouch! 

Sorry about that. 

Alex 

----- Original Message -----
From: "Kevin Falcone" <falcone at bestpractical.com> 
To: rt-users at lists.bestpractical.com 
Sent: Monday, 25 July, 2011 8:20:03 PM 
Subject: Re: [rt-users] Tuning RT4 

On Mon, Jul 25, 2011 at 07:54:54PM +0300, Alex Rhys-Hurn wrote: 
> The php.info and other apache status pages, and webmin that I have running on this machine are 
> superfast, so I point to RT as being the culprit. 

php.info and the apache status pages are not actually performance 
tests since they just dump information to the page without doing any 
performance tweaking. 

1G of ram for web + database is a tight fit. 

Please see my earlier posts in the thread for a link to a ticket with 
a way to get more information about your apache config. 

Also, running with MasonX::Profiler (as documented in the config) will 
provide information about what is really taking time. 

-kevin 


-------- 
2011 Training: http://bestpractical.com/services/training.html 
This e-mail contains confidential information or information belonging to ITworX Limited and is intended solely for the addressees. The opinions therein, explicit or implied, are solely those of the author and do not necessarily represent those of ITworX Limited as a company. The unauthorized disclosure, use, dissemination or copying (either Whole or partial) of this e-mail, or any information it contains, is prohibited. E-mails are susceptible to alteration and their integrity cannot be guaranteed. ITworX Limited shall not be liable for this e-mail if modified or falsified. If you are not the intended recipient of this e-mail, please delete it immediately from your system and notify the sender of the wrong delivery and the e-mail deletion.
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From sthild at gmail.com  Mon Jul 25 14:49:11 2011
From: sthild at gmail.com (Scott T. Hildreth)
Date: Mon, 25 Jul 2011 13:49:11 -0500
Subject: [rt-users] RT 4.0.1 Custom Field -> Wikitext box not saving all
	data.
In-Reply-To: <20110725142418.GE2013@jibsheet.com>
References: <4E29CE04.9000008@gmail.com> <20110725142418.GE2013@jibsheet.com>
Message-ID: <CABMm9-T61ZKKq4_XiKC_W_d5m0ON=utg0RH3ST83zBx3RHpB4A@mail.gmail.com>

On Mon, Jul 25, 2011 at 9:24 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Fri, Jul 22, 2011 at 02:22:44PM -0500, Scott wrote:
> > Well it does save all the data if entered from a unix Firefox, but
> > on a windows box (IE or Firefox)
> > only the last line of the text is saved.
> >
> > i.e.
> >           One
> >
> >           Two
> >
> >           Three
> >
> > ...will show up in the ticket display and be saved to the table if
> > it is entered from firefox on
>
> What do you mean by "The table" ?  The database table?
>

   Yes.


>
> >    a linux box.  If this is saved from a browser on windows, only
> > the "Three" is saved.  Any ideas??
> >
> > This is rt 4.0.1 with an Oracle db.
>
> Is this working with normal text boxes?
>
>
I changed it to text and will have the users test.
oddly enough the wikitext does work on an older windows server (2003 I
think) with ie7 & firefox 3.6.18.


> It'd also be nice to know exactly what is in the database.
>

In the content field only the last typed line is saved when entered on a
windows7 box with ie or firefox.





>
> -kevin
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
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From falcone at bestpractical.com  Mon Jul 25 14:57:59 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 25 Jul 2011 14:57:59 -0400
Subject: [rt-users] RT 4.0.1 Custom Field -> Wikitext box not saving all
 data.
In-Reply-To: <CABMm9-T61ZKKq4_XiKC_W_d5m0ON=utg0RH3ST83zBx3RHpB4A@mail.gmail.com>
References: <4E29CE04.9000008@gmail.com> <20110725142418.GE2013@jibsheet.com>
	<CABMm9-T61ZKKq4_XiKC_W_d5m0ON=utg0RH3ST83zBx3RHpB4A@mail.gmail.com>
Message-ID: <20110725185759.GH2013@jibsheet.com>

On Mon, Jul 25, 2011 at 01:49:11PM -0500, Scott T. Hildreth wrote:
>      > a linux box. If this is saved from a browser on windows, only
>      > the "Three" is saved. Any ideas??
>      >
>      > This is rt 4.0.1 with an Oracle db.
> 
>      Is this working with normal text boxes?
> 
>    I changed it to text and will have the users test.
>    oddly enough the wikitext does work on an older windows server (2003 I think) with ie7 &
>    firefox 3.6.18.

What are the failing IE/FF versions?

>      It'd also be nice to know exactly what is in the database.
> 
>    In the content field only the last typed line is saved when entered on a windows7 box with ie
>    or firefox.

Can you show the CustomFields record when it is set up to fail?  It'd
be interesting to see what options you selected.

-kevin
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From eyzon47 at yahoo.com  Mon Jul 25 15:35:01 2011
From: eyzon47 at yahoo.com (Randy Schwager)
Date: Mon, 25 Jul 2011 12:35:01 -0700 (PDT)
Subject: [rt-users] Deep Recursion Error, RT 4.0.1
Message-ID: <1311622501.99556.YahooMailNeo@web65503.mail.ac4.yahoo.com>

Just wanted to bump this up. Still having the deep recursion problem.

Help!

?

Below is the site_config file:
Set( $DatabaseUser, 'rt_user' );
Set( $CorrespondAddress, 'helpdesk at example.net' );
Set( $rtname, 'example.net' );
Set( $DatabaseRequireSSL, '' );
Set( $WebPort, '8080' );
Set( $Organization, 'example.net' );
Set( $DatabaseType, 'mysql' );
Set( $DatabasePort, '3306' );
Set( $DatabasePassword, '####' );
Set( $DatabaseAdmin, 'root' );
Set( $SendmailPath, '/usr/sbin/sendmail' );
Set( $WebDomain, 'dev02.example.net' );
Set( $DatabaseAdminPassword, '' );
Set( $CommentAddress, 'helpdesk at example.net' );
Set( $DatabaseHost, 'localhost' );
Set( $DatabaseName, 'rt4' );
Set( $OwnerEmail, 'owner at example.net' );
1;

And here is the output of the syntax checker:

perl -c /opt/rt4/etc/RT_SiteConfig.pm 
/opt/rt4/etc/RT_SiteConfig.pm syntax OK


_______________________________________________________________________________________________
Dear Users,

My installation of RT (4.0.1) causes mod_perl to throw fatal errors when trying to restart apache.

I use Apache 2.2.11 with mod_perl 2.0.4.
Perl is at version 5.10.10, MySQL at 5.0.83, and I'm running Fedora 10.

I compiled RT from source, downloaded from the bestpractical main download site.

After
 I drop the apache configuration file for rt4 into the conf.d directory 
and try to start up apache, I get the following error:

Deep recursion on subroutine "RT::Config::__GetNameByRef" at /opt/rt4/sbin/../lib/RT/Config.pm line 1180.
Deep recursion on subroutine "RT::Config::__GetNameByRef" at /opt/rt4/sbin/../lib/RT/Config.pm line 1180.
Deep recursion on subroutine "RT::Config::__GetNameByRef" at /opt/rt4/sbin/../lib/RT/Config.pm line 1180.

Here's the config file for rt4 (it's pretty vanilla): 

<VirtualHost *:8080>
??????? ### Optional apache logs for RT
??????? # ErrorLog /opt/rt4/var/log/apache2.error
??????? # TransferLog /opt/rt4/var/log/apache2.access
??????? # LogLevel debug

??????? AddDefaultCharset UTF-8

??????? DocumentRoot "/opt/rt4/share/html

??????? <Location />
??????????? Order allow,deny
??????????? Allow from all

??????????? SetHandler modperl
??????????? PerlResponseHandler Plack::Handler::Apache2
??????????? PerlSetVar psgi_app /opt/rt4/sbin/rt-server
??????? </Location>
??????? <Perl>
??????????? use Plack::Handler::Apache2;
??????????? Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
??????? </Perl>
??? </VirtualHost>

Does anyone out there in the world wide web know a solution to this problem?

Any help would be much appreciated!

- Ryan 
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From alexmv at bestpractical.com  Mon Jul 25 16:47:32 2011
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Mon, 25 Jul 2011 16:47:32 -0400
Subject: [rt-users] Deep Recursion Error, rt-4.0.1
In-Reply-To: <1311282341.68624.YahooMailNeo@web65510.mail.ac4.yahoo.com>
References: <1311282341.68624.YahooMailNeo@web65510.mail.ac4.yahoo.com>
Message-ID: <1311626852.7458.2.camel@umgah>

On Thu, 2011-07-21 at 14:05 -0700, Randy Schwager wrote:

> I use Apache 2.2.11 with mod_perl 2.0.4.
> Perl is at version 5.10.10, MySQL at 5.0.83, and I'm running Fedora
> 10.

There is no perl 5.10.10; do you mean 5.10.1?

> After I drop the apache configuration file for rt4 into the conf.d
> directory and try to start up apache, I get the following error:

Do you also see this problem if you run RT's standalone server?

> Here's the config file for rt4 (it's pretty vanilla): 
> 
> <VirtualHost *:8080>
>         ### Optional apache logs for RT
>         # ErrorLog /opt/rt4/var/log/apache2.error
>         # TransferLog /opt/rt4/var/log/apache2.access
>         # LogLevel debug
> 
>         AddDefaultCharset UTF-8
> 
>         DocumentRoot "/opt/rt4/share/html
This line is missing a close quote here ---^.  I'm surprised Apache
started at all with that syntax error.
 - Alex




From sthild at gmail.com  Mon Jul 25 17:12:05 2011
From: sthild at gmail.com (Scott)
Date: Mon, 25 Jul 2011 16:12:05 -0500
Subject: [rt-users] RT 4.0.1 Custom Field -> Wikitext box not saving all
 data.
In-Reply-To: <20110725185759.GH2013@jibsheet.com>
References: <4E29CE04.9000008@gmail.com>
	<20110725142418.GE2013@jibsheet.com>	<CABMm9-T61ZKKq4_XiKC_W_d5m0ON=utg0RH3ST83zBx3RHpB4A@mail.gmail.com>
	<20110725185759.GH2013@jibsheet.com>
Message-ID: <4E2DDC25.8080306@gmail.com>

On 07/25/2011 01:57 PM, Kevin Falcone wrote:
> On Mon, Jul 25, 2011 at 01:49:11PM -0500, Scott T. Hildreth wrote:
>>       >  a linux box. If this is saved from a browser on windows, only
>>       >  the "Three" is saved. Any ideas??
>>       >
>>       >  This is rt 4.0.1 with an Oracle db.
>>
>>       Is this working with normal text boxes?
>>
>>     I changed it to text and will have the users test.
>>     oddly enough the wikitext does work on an older windows server (2003 I think) with ie7&
>>     firefox 3.6.18.
> What are the failing IE/FF versions?

It doesn't seem to matter, If my user updates all the text is updated in 
one update (ie7, ie8, firefox...etc).
The two users I have testing will put multiple lines in but when they 
hit save changes it updates treats each
line as an update, I can see the data going into the table as individual 
updates.


>>       It'd also be nice to know exactly what is in the database.
>>
>>     In the content field only the last typed line is saved when entered on a windows7 box with ie
>>     or firefox.
> Can you show the CustomFields record when it is set up to fail?

I can send you images of an update one of the users sent me.


> It'd
> be interesting to see what options you selected.
>
> -kevin
>
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html

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From simon.gao at schrodinger.com  Mon Jul 25 17:31:46 2011
From: simon.gao at schrodinger.com (Simon Gao)
Date: Mon, 25 Jul 2011 14:31:46 -0700
Subject: [rt-users] Not add user emails to CC field
Message-ID: <CAEdtSfSc8rMJyr1u0UUxLeWwtkjXO+zxi1EsXW2A5EXFO-6Wrw@mail.gmail.com>

Hi,

Is there a way to stop user's email address from being added to CC list on
RT?

Thanks,

Simon
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From eyzon47 at yahoo.com  Mon Jul 25 18:01:43 2011
From: eyzon47 at yahoo.com (Randy Schwager)
Date: Mon, 25 Jul 2011 15:01:43 -0700 (PDT)
Subject: [rt-users] Deep Recursion Error, rt-4.0.1
In-Reply-To: <1311626852.7458.2.camel@umgah>
References: <1311282341.68624.YahooMailNeo@web65510.mail.ac4.yahoo.com>
	<1311626852.7458.2.camel@umgah>
Message-ID: <1311631303.6422.YahooMailNeo@web65510.mail.ac4.yahoo.com>

You're right; it's perl 5.10.1.

The RT standalone server works fine on its own.

The missing quote was a typo--apologies.


________________________________
From: Alex Vandiver <alexmv at bestpractical.com>
To: Randy Schwager <eyzon47 at yahoo.com>
Cc: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com>
Sent: Monday, July 25, 2011 4:47 PM
Subject: Re: [rt-users] Deep Recursion Error, rt-4.0.1

On Thu, 2011-07-21 at 14:05 -0700, Randy Schwager wrote:

> I use Apache 2.2.11 with mod_perl 2.0.4.
> Perl is at version 5.10.10, MySQL at 5.0.83, and I'm running Fedora
> 10.

There is no perl 5.10.10; do you mean 5.10.1?

> After I drop the apache configuration file for rt4 into the conf.d
> directory and try to start up apache, I get the following error:

Do you also see this problem if you run RT's standalone server?

> Here's the config file for rt4 (it's pretty vanilla): 
> 
> <VirtualHost *:8080>
>? ? ? ?  ### Optional apache logs for RT
>? ? ? ?  # ErrorLog /opt/rt4/var/log/apache2.error
>? ? ? ?  # TransferLog /opt/rt4/var/log/apache2.access
>? ? ? ?  # LogLevel debug
> 
>? ? ? ?  AddDefaultCharset UTF-8
> 
>? ? ? ?  DocumentRoot "/opt/rt4/share/html
This line is missing a close quote here ---^.? I'm surprised Apache
started at all with that syntax error.
- Alex
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From falcone at bestpractical.com  Mon Jul 25 19:05:13 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 25 Jul 2011 19:05:13 -0400
Subject: [rt-users] Not add user emails to CC field
In-Reply-To: <CAEdtSfSc8rMJyr1u0UUxLeWwtkjXO+zxi1EsXW2A5EXFO-6Wrw@mail.gmail.com>
References: <CAEdtSfSc8rMJyr1u0UUxLeWwtkjXO+zxi1EsXW2A5EXFO-6Wrw@mail.gmail.com>
Message-ID: <20110725230513.GI2013@jibsheet.com>

On Mon, Jul 25, 2011 at 02:31:46PM -0700, Simon Gao wrote:
>    Is there a way to stop user's email address from being added to CC list on RT?

Stop where, during ticket creation by email, from the web ui?

-kevin
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From falcone at bestpractical.com  Mon Jul 25 19:15:36 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 25 Jul 2011 19:15:36 -0400
Subject: [rt-users] RT 4.0.1 Custom Field -> Wikitext box not saving all
 data.
In-Reply-To: <4E2DDC25.8080306@gmail.com>
References: <4E29CE04.9000008@gmail.com> <20110725142418.GE2013@jibsheet.com>
	<CABMm9-T61ZKKq4_XiKC_W_d5m0ON=utg0RH3ST83zBx3RHpB4A@mail.gmail.com>
	<20110725185759.GH2013@jibsheet.com> <4E2DDC25.8080306@gmail.com>
Message-ID: <20110725231536.GJ2013@jibsheet.com>

>  Can you show the CustomFields record when it is set up to fail?
> 
>    I can send you images of an update one of the users sent me.
> 

I actually mean the RT configuration of the custom field, which you
can find by doing

select * from CustomFields where Name = 'CF Name';

-kevin
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From sthild at gmail.com  Mon Jul 25 19:48:16 2011
From: sthild at gmail.com (Scott)
Date: Mon, 25 Jul 2011 18:48:16 -0500
Subject: [rt-users] RT 4.0.1 Custom Field -> Wikitext box not saving all
 data.
In-Reply-To: <20110725231536.GJ2013@jibsheet.com>
References: <4E29CE04.9000008@gmail.com>
	<20110725142418.GE2013@jibsheet.com>	<CABMm9-T61ZKKq4_XiKC_W_d5m0ON=utg0RH3ST83zBx3RHpB4A@mail.gmail.com>	<20110725185759.GH2013@jibsheet.com>
	<4E2DDC25.8080306@gmail.com> <20110725231536.GJ2013@jibsheet.com>
Message-ID: <4E2E00C0.6050707@gmail.com>

On 07/25/2011 06:15 PM, Kevin Falcone wrote:
> select * from CustomFields where Name = 'CF Name';
>

         ID NAME                                               
TYPE                      RENDERTYPE  MAXVALUES PATTERN      REPEATED 
VALUESCLASS        BASEDON
---------- -------------------------------------------------- 
------------------------- ---------- ---------- ---------- ---------- 
--------------- ----------
         51 Executive Description - Admin only                 
Wikitext                                      1                     0

DESCR  SORTORDER LOOKUPTYPE                   CREATOR CREATED   
LASTUPDATEDBY LASTUPDAT   DISABLED
----- ---------- ------------------------- ---------- --------- 
------------- --------- ----------
                0 RT::Queue-RT::Ticket              32 
23-FEB-11            22 25-JUL-11          0


From jfearn at redhat.com  Mon Jul 25 20:29:19 2011
From: jfearn at redhat.com (Jeff Fearn)
Date: Tue, 26 Jul 2011 10:29:19 +1000
Subject: [rt-users] Tuning RT4
In-Reply-To: <082401cc4ae8$b8686820$29393860$@athompso.net>
References: <CAE7nvVTc6D+a+mSPSymDAk=K9R=BcMQGCpJBWfxOYWSwEUuhNA@mail.gmail.com>	<20110713200616.GO27846@jibsheet.com>	<32067302.post@talk.nabble.com>	<32107474.post@talk.nabble.com>	<CAH5r4X8Sz3T8n+mCqPfmp49ixMOMXhN2EsWpv2D1GBDegr_FoQ@mail.gmail.com>	<32132285.post@talk.nabble.com>
	<082401cc4ae8$b8686820$29393860$@athompso.net>
Message-ID: <4E2E0A5F.1090006@redhat.com>

On 07/26/2011 02:34 AM, Adam Thompson wrote:
> I can't speak for the dev team, but I have noticed a distinct trend:
>
> Apache+mod_perl is very slow with RT4.0.
> Lighttpd+FCGI is fast with RT4.0.
> Standalone PSGI is really fast with RT4.0 (but not very scalable unless
> you know what you're doing).
>
> I haven't tested Apache with anything other than mod_perl, so I don't know
> if it's Apache-specific or mod_perl-specific.
>
> Most of the speed problems I've seen posted here are with RHEL/CentOS/SL
> stock httpd&  mod_perl installs, so it's also possible the problem is
> OS-specific.
>
> (And yes, I have a ticket open to try to narrow this down; unfortunately I
> haven't had time to keep following up on it.)

Hi, just thought I'd point out my experience, we are currently testing 
upgrading RT 3.8.8 to RT 4.0.1.

RT 3.8.8: RHEL5 + Apache + mod_perl + MySQL.

RT 4.0.1: RHEL6 + Apache + mod_perl + MySQL.

~120K tickets, ~13K users, DB ~11GB.

RT 4 is faster than RT3 so far.

Probably the most notable change is setting:

Set($AutocompleteOwners, 1);

Compare the display time "Tickets->New Search"

With AutocompleteOwners: Time to display: 0.442697
Without AutocompleteOwners: Time to display: 17.274538

13K users is quite painful on that page!

Cheers, Jeff.


From bart at pleh.info  Tue Jul 26 04:22:30 2011
From: bart at pleh.info (Bart)
Date: Tue, 26 Jul 2011 10:22:30 +0200
Subject: [rt-users]  Problem with making a custom scrip
Message-ID: <CAB2d3rYu7LbX5Qx9X9r_QiCgVRO7HMq3sX=oyxr0JDsVS2L3fA@mail.gmail.com>

Hi,

I'm currently working on making a scrip for RT4 which should eventually
allow us to do the following:

   - User fills in the CF ticket type: Incident, Problem or Change.
   - User fills in the CF priority: 1, 2, 3 or 4. (in this setup we chose to
   make this a CF so that we can restrict the values entered)
   - Based on the combination of those CF's the SLA field is automatically
   filled with the appropriate SLA for that combo.
      - The SLA CF has these fixed values: Urgent, Normal, Low.
      - It's the SLA field that you get from the plugin.

I found this scrip on the wiki which almost does what I want:

   -
   http://requesttracker.wikia.com/wiki/CreatePriorityBasedOnCustomFieldValues

As a result I'm now looking at making a simple statement which sets the SLA
based on te ticket type alone (for now).
When that part is working I would expect that expanding the scrip to also
incorporate the priority wouldn't be too difficult.

This is what I've come up with so far:

   - Condition: On status change
   - Action: User defined
   - Template: Global Template: Transaction
   - Stage: TransactionCreate

Custom condition: <empty>
Custom action preparation code: return 1;
Custom action cleanup code:

 my $my_type = $self->TicketObj->CustomFieldValues('Type');
> my $my_sla = 'Urgent' if ($my_type =~ /^I/);
> my $my_sla = 'Normal' if ($my_type =~ /^C/);
> my $my_sla = 'Low' if ($my_type =~ /^P/);
> $self->TicketObj->AddCustomFieldValue( Field => 'SLA', Value => $my_sla );


At this point I'm kinda stuck, no matter how I fill in this part it always
sets the SLA field to Normal regardless of the content in the CF type.

Can someone point me in the right direction for this? I'd love to get this
to work :)


Best regards,

Bart
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From omaiszd at e-bone.hu  Tue Jul 26 05:08:49 2011
From: omaiszd at e-bone.hu (=?iso-8859-2?Q?omaisz-tak=E1cs_d=E1niel?=)
Date: Tue, 26 Jul 2011 11:08:49 +0200
Subject: [rt-users] Mobile interface Questions
Message-ID: <005101cc4b73$a22ecc80$e68c6580$@e-bone.hu>

Hi all,

There is a login in /m/ but i only get redirected to the mobile IF after
loging in on the normal IF..

is this on purpose, or my RT is missconfigured somewhere?

 

Also, there is no mobile selfservice right? Would this be possible by adding
a branching logic to /m/index.html to use not _elements/menu but for example
/_elements/self/menu etc? Based on if the one who is loging in is privilaged
or not? (Or i just wish this would be so simple? (= )

 

Thank you.

Regards,

Daniel O.T.

 

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From robert.wysocki at contium.pl  Tue Jul 26 05:53:30 2011
From: robert.wysocki at contium.pl (Robert Wysocki)
Date: Tue, 26 Jul 2011 11:53:30 +0200
Subject: [rt-users] Problem with making a custom scrip
In-Reply-To: <CAB2d3rYu7LbX5Qx9X9r_QiCgVRO7HMq3sX=oyxr0JDsVS2L3fA@mail.gmail.com>
References: <CAB2d3rYu7LbX5Qx9X9r_QiCgVRO7HMq3sX=oyxr0JDsVS2L3fA@mail.gmail.com>
Message-ID: <1311674010.31752.1.camel@rmwysocki>

Dnia 2011-07-26, wto o godzinie 10:22 +0200, Bart pisze:
(...)

>         my $my_type = $self->TicketObj->CustomFieldValues('Type');

Use $self->TicketObj->FirstCustomFieldValue('Type') instead.

Regards,
-- 
Robert Wysocki
CONTIUM S.A., http://www.contium.pl



From bart at pleh.info  Tue Jul 26 08:40:21 2011
From: bart at pleh.info (Bart)
Date: Tue, 26 Jul 2011 14:40:21 +0200
Subject: [rt-users] Problem with making a custom scrip
In-Reply-To: <1311674010.31752.1.camel@rmwysocki>
References: <CAB2d3rYu7LbX5Qx9X9r_QiCgVRO7HMq3sX=oyxr0JDsVS2L3fA@mail.gmail.com>
	<1311674010.31752.1.camel@rmwysocki>
Message-ID: <CAB2d3rbKP0gGOSa1Hm4LOxJwzaxxYu7sbzPYimziZHaMeYpKjg@mail.gmail.com>

Hi Robert,

Thanks for the reply, I've changed that setting but it doesn't seem to fully
solve my problem (I do notice a difference).

I've modified the scrip a little, it now looks like this:

my $my_type = $self->TicketObj->FirstCustomFieldValue('Type');
> if ($my_type =~ /^I/) { $self->TicketObj->AddCustomFieldValue(Field =>
> 'SLA', Value => 'Urgent'); };
> if ($my_type =~ /^C/) { $self->TicketObj->AddCustomFieldValue(Field =>
> 'SLA', Value => 'Normal'); };
> if ($my_type =~ /^P/) { $self->TicketObj->AddCustomFieldValue(Field =>
> 'SLA', Value => 'Low'); };


The first problem I have is that the SLA is already set to the value
"Normal", I see the scrip running but it keeps saying "Set SLA Low to
Normal" or similar for Urgent (normal is ignored). So I get a feeling it
does something, but it doesn't actually change the content of the SLA field.

Maybe it's the type of CF that the SLA field is, it's a dropbox with the
three options Urgent, Normal and Low. But I thought it shouldn't matter?!

The second problem is that if the SLA field is set to (no value) then the
scrip gives the error "Low is no longer a value for custom field SLA", which
could be the same issue as the first? Not able to fill the actual field?

Any thoughts on this? (the above code is a little different but I get the
same results as the first code)

Best regards,

Bart



2011/7/26 Robert Wysocki <robert.wysocki at contium.pl>

> Dnia 2011-07-26, wto o godzinie 10:22 +0200, Bart pisze:
> (...)
>
> >         my $my_type = $self->TicketObj->CustomFieldValues('Type');
>
> Use $self->TicketObj->FirstCustomFieldValue('Type') instead.
>
> Regards,
> --
> Robert Wysocki
> CONTIUM S.A., http://www.contium.pl
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
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From raphael.mouneyres at sagemcom.com  Tue Jul 26 08:55:48 2011
From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=)
Date: Tue, 26 Jul 2011 14:55:48 +0200
Subject: [rt-users] Problem with making a custom scrip
In-Reply-To: <CAB2d3rbKP0gGOSa1Hm4LOxJwzaxxYu7sbzPYimziZHaMeYpKjg@mail.gmail.com>
Message-ID: <962_1311684953_4E2EB958_962_4532_1_OF50AC04F6.FE22236F-ONC12578D9.0046E6E3-C12578D9.0047070C@sagemcom.com>

hi,
shouldn't you remove the trailing ; at the end of the line on the if 
statement ?
        if ($my_type =~ /^I/) { 
$self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => 'Urgent'); 
};
should be
        if ($my_type =~ /^I/) { 
$self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => 'Urgent'); 
}

Rapha?l MOUNEYRES




Bart <bart at pleh.info> 
Envoy? par : rt-users-bounces at lists.bestpractical.com
26/07/2011 14:41

A
rt-users at lists.bestpractical.com
cc

Objet
Re: [rt-users] Problem with making a custom scrip






Hi Robert,

Thanks for the reply, I've changed that setting but it doesn't seem to 
fully solve my problem (I do notice a difference).

I've modified the scrip a little, it now looks like this:

my $my_type = $self->TicketObj->FirstCustomFieldValue('Type');
if ($my_type =~ /^I/) { $self->TicketObj->AddCustomFieldValue(Field => 
'SLA', Value => 'Urgent'); };
if ($my_type =~ /^C/) { $self->TicketObj->AddCustomFieldValue(Field => 
'SLA', Value => 'Normal'); };
if ($my_type =~ /^P/) { $self->TicketObj->AddCustomFieldValue(Field => 
'SLA', Value => 'Low'); };

The first problem I have is that the SLA is already set to the value 
"Normal", I see the scrip running but it keeps saying "Set SLA Low to 
Normal" or similar for Urgent (normal is ignored). So I get a feeling it 
does something, but it doesn't actually change the content of the SLA 
field.

Maybe it's the type of CF that the SLA field is, it's a dropbox with the 
three options Urgent, Normal and Low. But I thought it shouldn't matter?!

The second problem is that if the SLA field is set to (no value) then the 
scrip gives the error "Low is no longer a value for custom field SLA", 
which could be the same issue as the first? Not able to fill the actual 
field?

Any thoughts on this? (the above code is a little different but I get the 
same results as the first code)

Best regards,

Bart



2011/7/26 Robert Wysocki <robert.wysocki at contium.pl>
Dnia 2011-07-26, wto o godzinie 10:22 +0200, Bart pisze:
(...)

>         my $my_type = $self->TicketObj->CustomFieldValues('Type');

Use $self->TicketObj->FirstCustomFieldValue('Type') instead.

Regards,
--
Robert Wysocki
CONTIUM S.A., http://www.contium.pl


--------
2011 Training: http://bestpractical.com/services/training.html

--------
2011 Training: http://bestpractical.com/services/training.html

#
" Ce courriel et les documents qui lui sont joints peuvent contenir des
informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont
pas destin?s, nous vous signalons qu'il est strictement interdit de les
divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce
soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
informatique ce courriel ainsi que tous les documents qui y sont attach?s."


                               ******

" This e-mail and any attached documents may contain confidential or
proprietary information. If you are not the intended recipient, you are
notified that any dissemination, copying of this e-mail and any attachments
thereto or use of their contents by any means whatsoever is strictly
prohibited. If you have received this e-mail in error, please advise the
sender immediately and delete this e-mail and all attached documents
from your computer system."
#

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From bart at pleh.info  Tue Jul 26 09:13:32 2011
From: bart at pleh.info (Bart)
Date: Tue, 26 Jul 2011 15:13:32 +0200
Subject: [rt-users] Problem with making a custom scrip
In-Reply-To: <962_1311684953_4E2EB958_962_4532_1_OF50AC04F6.FE22236F-ONC12578D9.0046E6E3-C12578D9.0047070C@sagemcom.com>
References: <CAB2d3rbKP0gGOSa1Hm4LOxJwzaxxYu7sbzPYimziZHaMeYpKjg@mail.gmail.com>
	<962_1311684953_4E2EB958_962_4532_1_OF50AC04F6.FE22236F-ONC12578D9.0046E6E3-C12578D9.0047070C@sagemcom.com>
Message-ID: <CAB2d3rbUJaJzLV=xGFcnzq7wyxnF0cB6aDzX43YZDHX_b7NDcg@mail.gmail.com>

Hi Rapha?l,

I gave that a try just now, doesn't seem to make any difference :(


Best regards,

Bart



2011/7/26 Rapha?l MOUNEYRES <raphael.mouneyres at sagemcom.com>

>
> hi,
> shouldn't you remove the trailing ; at the end of the line on the if
> statement ?
>         if ($my_type =~ /^I/) { $self->TicketObj->AddCustomFieldValue(Field
> => 'SLA', Value => 'Urgent'); };
> should be
>         if ($my_type =~ /^I/) { $self->TicketObj->AddCustomFieldValue(Field
> => 'SLA', Value => 'Urgent'); }
>
> Rapha?l MOUNEYRES
>
>
>
>  *Bart <bart at pleh.info>*
> Envoy? par : rt-users-bounces at lists.bestpractical.com
>
> 26/07/2011 14:41
>   A
> rt-users at lists.bestpractical.com
> cc
>   Objet
> Re: [rt-users] Problem with making a custom scrip
>
>
>
>
> Hi Robert,
>
> Thanks for the reply, I've changed that setting but it doesn't seem to
> fully solve my problem (I do notice a difference).
>
> I've modified the scrip a little, it now looks like this:
>
> my $my_type = $self->TicketObj->FirstCustomFieldValue('Type');
> if ($my_type =~ /^I/) { $self->TicketObj->AddCustomFieldValue(Field =>
> 'SLA', Value => 'Urgent'); };
> if ($my_type =~ /^C/) { $self->TicketObj->AddCustomFieldValue(Field =>
> 'SLA', Value => 'Normal'); };
> if ($my_type =~ /^P/) { $self->TicketObj->AddCustomFieldValue(Field =>
> 'SLA', Value => 'Low'); };
>
> The first problem I have is that the SLA is already set to the value
> "Normal", I see the scrip running but it keeps saying "Set SLA Low to
> Normal" or similar for Urgent (normal is ignored). So I get a feeling it
> does something, but it doesn't actually change the content of the SLA field.
>
> Maybe it's the type of CF that the SLA field is, it's a dropbox with the
> three options Urgent, Normal and Low. But I thought it shouldn't matter?!
>
> The second problem is that if the SLA field is set to (no value) then the
> scrip gives the error "Low is no longer a value for custom field SLA",
> which could be the same issue as the first? Not able to fill the actual
> field?
>
> Any thoughts on this? (the above code is a little different but I get the
> same results as the first code)
>
> Best regards,
>
> Bart
>
>
>
> 2011/7/26 Robert Wysocki <*robert.wysocki at contium.pl*<robert.wysocki at contium.pl>
> >
> Dnia 2011-07-26, wto o godzinie 10:22 +0200, Bart pisze:
> (...)
>
> >         my $my_type = $self->TicketObj->CustomFieldValues('Type');
>
> Use $self->TicketObj->FirstCustomFieldValue('Type') instead.
>
> Regards,
> --
> Robert Wysocki
> CONTIUM S.A., *http://www.contium.pl* <http://www.contium.pl/>
>
>
> --------
> 2011 Training: *http://bestpractical.com/services/training.html*<http://bestpractical.com/services/training.html>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
> #
> " Ce courriel et les documents qui lui sont joints peuvent contenir des
> informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont
> pas destin?s, nous vous signalons qu'il est strictement interdit de les
> divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce
> soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
> informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
> informatique ce courriel ainsi que tous les documents qui y sont attach?s."
>
>
>                                ******
>
> " This e-mail and any attached documents may contain confidential or
> proprietary information. If you are not the intended recipient, you are
> notified that any dissemination, copying of this e-mail and any attachments
> thereto or use of their contents by any means whatsoever is strictly
> prohibited. If you have received this e-mail in error, please advise the
> sender immediately and delete this e-mail and all attached documents
> from your computer system."
> #
>
>
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From gsollazz at sgul.ac.uk  Tue Jul 26 09:21:04 2011
From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo)
Date: Tue, 26 Jul 2011 14:21:04 +0100
Subject: [rt-users] What permissions to edit RT-at-a-glance?
Message-ID: <4E2EBF40.3070507@sgul.ac.uk>

I might be wrong, but I seem to remember there was a specific privilege 
to let a user edit their RT at a glance (e.g. by letting them redefine 
the order of elements).

I'm having a look under Global->User Rights and nothing seems to match. 
I've tried the ModifyGroupDashboard but naturally it's not the one.

Is there such permission, or is it just for the super user?

Thanks,
Giuseppe

-- 
____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




From falcone at bestpractical.com  Tue Jul 26 09:27:07 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 26 Jul 2011 09:27:07 -0400
Subject: [rt-users] Problem with making a custom scrip
In-Reply-To: <CAB2d3rbKP0gGOSa1Hm4LOxJwzaxxYu7sbzPYimziZHaMeYpKjg@mail.gmail.com>
References: <CAB2d3rYu7LbX5Qx9X9r_QiCgVRO7HMq3sX=oyxr0JDsVS2L3fA@mail.gmail.com>
	<1311674010.31752.1.camel@rmwysocki>
	<CAB2d3rbKP0gGOSa1Hm4LOxJwzaxxYu7sbzPYimziZHaMeYpKjg@mail.gmail.com>
Message-ID: <20110726132707.GA807@jibsheet.com>

On Tue, Jul 26, 2011 at 02:40:21PM +0200, Bart wrote:
>    The first problem I have is that the SLA is already set to the value "Normal", I see the scrip
>    running but it keeps saying "Set SLA Low to Normal" or similar for Urgent (normal is ignored).
>    So I get a feeling it does something, but it doesn't actually change the content of the SLA
>    field.
>    Maybe it's the type of CF that the SLA field is, it's a dropbox with the three options Urgent,
>    Normal and Low. But I thought it shouldn't matter?!
>    The second problem is that if the SLA field is set to (no value) then the scrip gives the
>    error "Low is no longer a value for custom field SLA", which could be the same issue as the
>    first? Not able to fill the actual field?
>    Any thoughts on this? (the above code is a little different but I get the same results as the
>    first code)

Where do you see these messages, in the webui?  Are you doing this on
create or from the Basics page and setting the SLA to normal or unset
there?

You may need to switch your scrip type to transactionbatch to it runs
after the web updates finish.

-kevin
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From falcone at bestpractical.com  Tue Jul 26 09:27:23 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 26 Jul 2011 09:27:23 -0400
Subject: [rt-users] What permissions to edit RT-at-a-glance?
In-Reply-To: <4E2EBF40.3070507@sgul.ac.uk>
References: <4E2EBF40.3070507@sgul.ac.uk>
Message-ID: <20110726132723.GB807@jibsheet.com>

On Tue, Jul 26, 2011 at 02:21:04PM +0100, Giuseppe Sollazzo wrote:
> I might be wrong, but I seem to remember there was a specific
> privilege to let a user edit their RT at a glance (e.g. by letting
> them redefine the order of elements).
> 
> I'm having a look under Global->User Rights and nothing seems to
> match. I've tried the ModifyGroupDashboard but naturally it's not
> the one.
> 
> Is there such permission, or is it just for the super user?

ModifySelf

-kevin
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From falcone at bestpractical.com  Tue Jul 26 09:32:37 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 26 Jul 2011 09:32:37 -0400
Subject: [rt-users] Tuning RT4
In-Reply-To: <4E2E0A5F.1090006@redhat.com>
References: <CAE7nvVTc6D+a+mSPSymDAk=K9R=BcMQGCpJBWfxOYWSwEUuhNA@mail.gmail.com>
	<20110713200616.GO27846@jibsheet.com>
	<32067302.post@talk.nabble.com> <32107474.post@talk.nabble.com>
	<CAH5r4X8Sz3T8n+mCqPfmp49ixMOMXhN2EsWpv2D1GBDegr_FoQ@mail.gmail.com>
	<32132285.post@talk.nabble.com>
	<082401cc4ae8$b8686820$29393860$@athompso.net>
	<4E2E0A5F.1090006@redhat.com>
Message-ID: <20110726133237.GC807@jibsheet.com>

On Tue, Jul 26, 2011 at 10:29:19AM +1000, Jeff Fearn wrote:
> On 07/26/2011 02:34 AM, Adam Thompson wrote:
> Set($AutocompleteOwners, 1);
> 
> Compare the display time "Tickets->New Search"
> 
> With AutocompleteOwners: Time to display: 0.442697
> Without AutocompleteOwners: Time to display: 17.274538
> 
> 13K users is quite painful on that page!

I'll note that on a system with 25K users, that page takes about .3 to
render for me (without switching to autocomplete). The owner list is
less concerned with User size and more with the distribution of the
OwnTicket ACL to different kinds of users.

-kevin
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From falcone at bestpractical.com  Tue Jul 26 09:34:34 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 26 Jul 2011 09:34:34 -0400
Subject: [rt-users] Mobile interface Questions
In-Reply-To: <005101cc4b73$a22ecc80$e68c6580$@e-bone.hu>
References: <005101cc4b73$a22ecc80$e68c6580$@e-bone.hu>
Message-ID: <20110726133434.GD807@jibsheet.com>

On Tue, Jul 26, 2011 at 11:08:49AM +0200, omaisz-tak?cs d?niel wrote:
>    There is a login in /m/ but i only get redirected to the mobile IF after loging in on the
>    normal IF..
>    is this on purpose, or my RT is missconfigured somewhere?

This is a known but with the Mobile UI.  There's an in-progress branch to fix it,
I'm not sure when it will be included in a release.

>    Also, there is no mobile selfservice right? Would this be possible by adding a branching logic
>    to /m/index.html to use not _elements/menu but for example /_elements/self/menu etc? Based on
>    if the one who is loging in is privilaged or not? (Or i just wish this would be so simple? (=
>    )

I suspect it would require a bit of work to replicate all the
SelfService code.

-kevin
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From gsollazz at sgul.ac.uk  Tue Jul 26 09:34:39 2011
From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo)
Date: Tue, 26 Jul 2011 14:34:39 +0100
Subject: [rt-users] What permissions to edit RT-at-a-glance?
In-Reply-To: <20110726132723.GB807@jibsheet.com>
References: <4E2EBF40.3070507@sgul.ac.uk> <20110726132723.GB807@jibsheet.com>
Message-ID: <4E2EC26F.6050206@sgul.ac.uk>

Ah, thanks!

G

On 26/07/11 14:27, Kevin Falcone wrote:
> On Tue, Jul 26, 2011 at 02:21:04PM +0100, Giuseppe Sollazzo wrote:
>> I might be wrong, but I seem to remember there was a specific
>> privilege to let a user edit their RT at a glance (e.g. by letting
>> them redefine the order of elements).
>>
>> I'm having a look under Global->User Rights and nothing seems to
>> match. I've tried the ModifyGroupDashboard but naturally it's not
>> the one.
>>
>> Is there such permission, or is it just for the super user?
> ModifySelf
>
> -kevin
>
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html


-- 
____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583


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From bart at pleh.info  Tue Jul 26 09:38:29 2011
From: bart at pleh.info (Bart)
Date: Tue, 26 Jul 2011 15:38:29 +0200
Subject: [rt-users] Problem with making a custom scrip
In-Reply-To: <20110726132707.GA807@jibsheet.com>
References: <CAB2d3rYu7LbX5Qx9X9r_QiCgVRO7HMq3sX=oyxr0JDsVS2L3fA@mail.gmail.com>
	<1311674010.31752.1.camel@rmwysocki>
	<CAB2d3rbKP0gGOSa1Hm4LOxJwzaxxYu7sbzPYimziZHaMeYpKjg@mail.gmail.com>
	<20110726132707.GA807@jibsheet.com>
Message-ID: <CAB2d3rbBWkifrrOreWoUY29pS7Q8MOkjV7ZfJo-5x8QxdcR8BA@mail.gmail.com>

Hi Kevin,

Thanks for your reply, that turned out to be toe golden tip :D

I was getting those messages in the Web UI and after changing the type to
transaction batch it worked :D

So to summarize, here's the end result that worked perfectly for me:

   - Condition: On Transaction
   - Action: User Defined
   - Template: Global Template: Transaction
   - Stage: TransactionBatch
   - Custom condition: (empty)
   - Custom action preparation code: return 1;
   - Custom action cleanup code:

my $my_type = $self->TicketObj->FirstCustomFieldValue('Type');
> if ($my_type =~ /^I/) { $self->TicketObj->AddCustomFieldValue(Field =>
> 'SLA', Value => 'Urgent'); }
> if ($my_type =~ /^C/) { $self->TicketObj->AddCustomFieldValue(Field =>
> 'SLA', Value => 'Normaal'); }
> if ($my_type =~ /^P/) { $self->TicketObj->AddCustomFieldValue(Field =>
> 'SLA', Value => 'Laag'); }


All I have to do now is expand the scrip to also check another field, but
that shouldn't be a problem now that this is working :D

Thanks for the help.


Best regards,

Bart



2011/7/26 Kevin Falcone <falcone at bestpractical.com>

> On Tue, Jul 26, 2011 at 02:40:21PM +0200, Bart wrote:
> >    The first problem I have is that the SLA is already set to the value
> "Normal", I see the scrip
> >    running but it keeps saying "Set SLA Low to Normal" or similar for
> Urgent (normal is ignored).
> >    So I get a feeling it does something, but it doesn't actually change
> the content of the SLA
> >    field.
> >    Maybe it's the type of CF that the SLA field is, it's a dropbox with
> the three options Urgent,
> >    Normal and Low. But I thought it shouldn't matter?!
> >    The second problem is that if the SLA field is set to (no value) then
> the scrip gives the
> >    error "Low is no longer a value for custom field SLA", which could be
> the same issue as the
> >    first? Not able to fill the actual field?
> >    Any thoughts on this? (the above code is a little different but I get
> the same results as the
> >    first code)
>
> Where do you see these messages, in the webui?  Are you doing this on
> create or from the Basics page and setting the SLA to normal or unset
> there?
>
> You may need to switch your scrip type to transactionbatch to it runs
> after the web updates finish.
>
> -kevin
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
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From falcone at bestpractical.com  Tue Jul 26 10:10:38 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 26 Jul 2011 10:10:38 -0400
Subject: [rt-users] RT 4.0.1 Custom Field -> Wikitext box not saving all
 data.
In-Reply-To: <4E2E00C0.6050707@gmail.com>
References: <4E29CE04.9000008@gmail.com> <20110725142418.GE2013@jibsheet.com>
	<CABMm9-T61ZKKq4_XiKC_W_d5m0ON=utg0RH3ST83zBx3RHpB4A@mail.gmail.com>
	<20110725185759.GH2013@jibsheet.com> <4E2DDC25.8080306@gmail.com>
	<20110725231536.GJ2013@jibsheet.com> <4E2E00C0.6050707@gmail.com>
Message-ID: <20110726141038.GE807@jibsheet.com>

On Mon, Jul 25, 2011 at 06:48:16PM -0500, Scott wrote:
> On 07/25/2011 06:15 PM, Kevin Falcone wrote:
> >select * from CustomFields where Name = 'CF Name';
> >
> 
>         ID NAME                                               TYPE
> RENDERTYPE  MAXVALUES PATTERN      REPEATED VALUESCLASS
> BASEDON
> ---------- --------------------------------------------------
> ------------------------- ---------- ---------- ----------
> ---------- --------------- ----------
>         51 Executive Description - Admin only
> Wikitext                                      1
> 0
> 
> DESCR  SORTORDER LOOKUPTYPE                   CREATOR CREATED
> LASTUPDATEDBY LASTUPDAT   DISABLED
> ----- ---------- ------------------------- ---------- ---------
> ------------- --------- ----------
>                0 RT::Queue-RT::Ticket              32 23-FEB-11
> 22 25-JUL-11          0

Unfortunately, setting up a CF like this with a very basic user who
can see and modify it, I can't replicate the one-line failure on IE9
or FF5.

Something must be chunking the data so that RT sees it as 3 updates
(one per line) instead of one blob of test.

You may wish to try and capture data on the wire to compare between
your browser and the windows browser.  You may also want to try logged
in as your user on the affected machine.

-kevin
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From eyzon47 at yahoo.com  Tue Jul 26 14:12:32 2011
From: eyzon47 at yahoo.com (Randy Schwager)
Date: Tue, 26 Jul 2011 11:12:32 -0700 (PDT)
Subject: [rt-users] Deep Recursion Error, rt-4.0.1
In-Reply-To: <1311631303.6422.YahooMailNeo@web65510.mail.ac4.yahoo.com>
References: <1311282341.68624.YahooMailNeo@web65510.mail.ac4.yahoo.com>
	<1311626852.7458.2.camel@umgah>
	<1311631303.6422.YahooMailNeo@web65510.mail.ac4.yahoo.com>
Message-ID: <1311703952.39165.YahooMailNeo@web65507.mail.ac4.yahoo.com>

Sorry, there might be a little bit of equivocation in that last email.
The missing quote in the apache configuration file is a typo in this email and does not reflect the apache configuration file on the RT server.

The error is still occurring. 

________________________________

From: Randy Schwager <eyzon47 at yahoo.com>
To: Alex Vandiver <alexmv at bestpractical.com>
Cc: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com>
Sent: Monday, July 25, 2011 6:01 PM
Subject: Re: [rt-users] Deep Recursion Error, rt-4.0.1


You're right; it's perl 5.10.1.

The RT standalone server works fine on its own.

The missing quote was a typo--apologies.


________________________________
From: Alex Vandiver <alexmv at bestpractical.com>
To: Randy Schwager <eyzon47 at yahoo.com>
Cc: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com>
Sent: Monday, July 25, 2011 4:47 PM
Subject: Re: [rt-users] Deep Recursion Error, rt-4.0.1

On Thu, 2011-07-21 at 14:05 -0700, Randy Schwager wrote:

> I use Apache 2.2.11 with mod_perl 2.0.4.
> Perl is at version 5.10.10, MySQL at 5.0.83, and I'm running Fedora
> 10.

There is no perl 5.10.10; do you mean 5.10.1?

> After I drop the apache configuration file for rt4 into the conf.d
> directory and try to start up apache, I get the following error:

Do you also see this problem if you run RT's standalone server?

> Here's the config file for rt4 (it's pretty vanilla): 
> 
> <VirtualHost *:8080>
>? ? ? ?  ### Optional apache logs for RT
>? ? ? ?  # ErrorLog /opt/rt4/var/log/apache2.error
>? ? ? ?  # TransferLog /opt/rt4/var/log/apache2.access
>? ? ? ?  # LogLevel debug
> 
>? ? ? ? 
 AddDefaultCharset UTF-8
> 
>? ? ? ?  DocumentRoot "/opt/rt4/share/html"
This line is missing a close quote here ---^.? I'm surprised Apache
started at all with that syntax error.
- Alex






--------
2011 Training: http://bestpractical.com/services/training.html
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From kevgrob at umd.edu  Tue Jul 26 14:38:45 2011
From: kevgrob at umd.edu (Kevin Garfield Robinson)
Date: Tue, 26 Jul 2011 14:38:45 -0400
Subject: [rt-users] View queue via the web w/o ticket creation ability
Message-ID: <5F19CDCEAD058D4FBF20FF116E61885D014AEC62922B@OITMXCMS03VI.AD.UMD.EDU>

I'm definitely an RT newbie (4.0.1) and in our department we wanted to create a generic user account that could login via the web and view a particular queue w/o being able to create a ticket.  Not looking for the self service option, but for a privileged user to view a particular queue. This account would be used by the regular staff to view the queue and see if their particular ticket has been worked on or view the other queue submission (IT transparency-YAY :().

I know that in order to allow tickets to be created the CreateTicket permission has to be given to Everyone.   Like most permission schemes, is there a permission override option for everyone where I could explicitly state that a particular doesn't have the right to create a ticket, but everyone else does?

So far everything else works, but I've been trying to figure out a variety of ways to do this, but keep coming up short.

Thanks in advance.


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From falcone at bestpractical.com  Tue Jul 26 14:49:58 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 26 Jul 2011 11:49:58 -0700
Subject: [rt-users] View queue via the web w/o ticket creation ability
In-Reply-To: <5F19CDCEAD058D4FBF20FF116E61885D014AEC62922B@OITMXCMS03VI.AD.UMD.EDU>
References: <5F19CDCEAD058D4FBF20FF116E61885D014AEC62922B@OITMXCMS03VI.AD.UMD.EDU>
Message-ID: <20110726184958.GF807@jibsheet.com>

On Tue, Jul 26, 2011 at 02:38:45PM -0400, Kevin Garfield Robinson wrote:
>    I know that in order to allow tickets to be created the CreateTicket permission has to be
>    given to Everyone.   Like most permission schemes, is there a permission override option for

That isn't true. You only have to give it to Everyone or Unprivileged if
you want users without existing accounts in RT to be able to create
tickets by email.

>    everyone where I could explicitly state that a particular doesn't have the right to create a
>    ticket, but everyone else does?

Grant Unprivileged the CreateTicket right, put all your other
Privileged users in a group and give them CreateTicket.  Then create
your readonly Privileged user and don't add them to the group that has
CreateTicket.

-kevin
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From kevgrob at umd.edu  Tue Jul 26 15:16:18 2011
From: kevgrob at umd.edu (Kevin Garfield Robinson)
Date: Tue, 26 Jul 2011 15:16:18 -0400
Subject: [rt-users] View queue via the web w/o ticket creation ability
In-Reply-To: <20110726184958.GF807@jibsheet.com>
References: <5F19CDCEAD058D4FBF20FF116E61885D014AEC62922B@OITMXCMS03VI.AD.UMD.EDU>
	<20110726184958.GF807@jibsheet.com>
Message-ID: <5F19CDCEAD058D4FBF20FF116E61885D014AEC62924E@OITMXCMS03VI.AD.UMD.EDU>

Thank you very much Kevin; that did the trick.  Quick question, is there a way for the system to respond with "Permission Denied" when clicking on "New Ticket in", other than the error message "Queue could not be loaded."? I was hoping the system would respond similarly to when Take a ticket is clicked on; just wondering if the error response could be easily altered.

Thanks again!!!!

-----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, July 26, 2011 2:50 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] View queue via the web w/o ticket creation ability

On Tue, Jul 26, 2011 at 02:38:45PM -0400, Kevin Garfield Robinson wrote:
>    I know that in order to allow tickets to be created the CreateTicket permission has to be
>    given to Everyone.   Like most permission schemes, is there a permission override option for

That isn't true. You only have to give it to Everyone or Unprivileged if you want users without existing accounts in RT to be able to create tickets by email.

>    everyone where I could explicitly state that a particular doesn't have the right to create a
>    ticket, but everyone else does?

Grant Unprivileged the CreateTicket right, put all your other Privileged users in a group and give them CreateTicket.  Then create your readonly Privileged user and don't add them to the group that has CreateTicket.

-kevin


From ruz at bestpractical.com  Tue Jul 26 15:34:42 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 26 Jul 2011 23:34:42 +0400
Subject: [rt-users] Deep Recursion Error, rt-4.0.1
In-Reply-To: <1311703952.39165.YahooMailNeo@web65507.mail.ac4.yahoo.com>
References: <1311282341.68624.YahooMailNeo@web65510.mail.ac4.yahoo.com>
	<1311626852.7458.2.camel@umgah>
	<1311631303.6422.YahooMailNeo@web65510.mail.ac4.yahoo.com>
	<1311703952.39165.YahooMailNeo@web65507.mail.ac4.yahoo.com>
Message-ID: <CAMOxC8u-y3Qpa3OeKWp_0uKMdhP2SPWHxg8Mhk4nrDX54uJeOA@mail.gmail.com>

Hello Randy,

It would be hard to reproduce this problem locally and debug remotly.
I believe you're using mod_perl and probably our tricky code that gets
name of a variable by a reference has problems your enviroment. Try
FastCGI, it may be easiest solution for you.

On Tue, Jul 26, 2011 at 10:12 PM, Randy Schwager <eyzon47 at yahoo.com> wrote:
> Sorry, there might be a little bit of equivocation in that last email.
> The missing quote in the apache configuration file is a typo in this email
> and does not reflect the apache configuration file on the RT server.
>
> The error is still occurring.
>
> ________________________________
> From: Randy Schwager <eyzon47 at yahoo.com>
> To: Alex Vandiver <alexmv at bestpractical.com>
> Cc: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com>
> Sent: Monday, July 25, 2011 6:01 PM
> Subject: Re: [rt-users] Deep Recursion Error, rt-4.0.1
>
> You're right; it's perl 5.10.1.
> The RT standalone server works fine on its own.
> The missing quote was a typo--apologies.
> ________________________________
> From: Alex Vandiver <alexmv at bestpractical.com>
> To: Randy Schwager <eyzon47 at yahoo.com>
> Cc: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com>
> Sent: Monday, July 25, 2011 4:47 PM
> Subject: Re: [rt-users] Deep Recursion Error, rt-4.0.1
>
> On Thu, 2011-07-21 at 14:05 -0700, Randy Schwager wrote:
>
>> I use Apache 2.2.11 with mod_perl 2.0.4.
>> Perl is at version 5.10.10, MySQL at 5.0.83, and I'm running Fedora
>> 10.
>
> There is no perl 5.10.10; do you mean 5.10.1?
>
>> After I drop the apache configuration file for rt4 into the conf.d
>> directory and try to start up apache, I get the following error:
>
> Do you also see this problem if you run RT's standalone server?
>
>> Here's the config file for rt4 (it's pretty vanilla):
>>
>> <VirtualHost *:8080>
>>? ? ? ? ### Optional apache logs for RT
>>? ? ? ? # ErrorLog /opt/rt4/var/log/apache2.error
>>? ? ? ? # TransferLog /opt/rt4/var/log/apache2.access
>>? ? ? ? # LogLevel debug
>>
>>? ? ? ? AddDefaultCharset UTF-8
>>
>>? ? ? ? DocumentRoot "/opt/rt4/share/html"
> This line is missing a close quote here ---^.? I'm surprised Apache
> started at all with that syntax error.
> - Alex
>
>
>
>
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>



-- 
Best regards, Ruslan.


From hughesl at science.oregonstate.edu  Tue Jul 26 18:06:25 2011
From: hughesl at science.oregonstate.edu (Lee Hughes)
Date: Tue, 26 Jul 2011 15:06:25 -0700
Subject: [rt-users] "RT couldn't store your session" when moving to a new
	server
Message-ID: <20110726150625.11414wpo58hponls@webmail.oregonstate.edu>

I've read many threads on this issue but none of the suggestions have  
worked for me.

I'm trying to move an existing 3.6.5 database to a new server to set  
up a sandbox for testing the 4.x upgrade.

I have 3.6.5 installed and running on the new server with our plugins  
and customizations. Now I'm trying to move a copy of our data over. We  
use InnoDB and store sessions in the database (default).

I copied over all the .frm files and the InnoDB data/log files and  
restarted MySQL and Apache.

Browsing to the site gives:

----------------------------
RT couldn't store your session.
This may mean that that the directory  
'/usr/local/rt3/var/session_data' isn't writable or a database table  
is missing or corrupt.



Trace begun at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm  
line 129
HTML::Mason::Exceptions::rethrow_exception('RT couldn\'t store your  
session.^JThis may mean that that the directory  
\'/usr/local/rt3/var/session_data\' isn\'t writable or a database  
table is missing or corrupt.^J^J') called at  
/usr/local/rt3/share/html/Elements/SetupSessionCookie line 100
HTML::Mason::Commands::__ANON__ at  
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8a1f3f4)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line  
1302
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1292
HTML::Mason::Request::comp(undef, undef) called at  
/usr/local/rt3/share/html/autohandler line 120
HTML::Mason::Commands::__ANON__ at  
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8a1e68c)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line  
1297
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1292
HTML::Mason::Request::comp(undef, undef, undef) called at  
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 481
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 481
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 433
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa314d44)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line  
168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa314d44)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line  
825
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x98a9da4)', 'Apache2::RequestRec=SCALAR(0x9a77ca0)') called at /usr/local/rt3/bin/webmux.pl line  
125
eval {...} at /usr/local/rt3/bin/webmux.pl line 125
RT::Mason::handler('Apache2::RequestRec=SCALAR(0x9a77ca0)') called at  
/usr/lib/perl5/site_perl/5.8.8/Apache/Session/MySQL.pm line 0
eval {...} at /usr/lib/perl5/site_perl/5.8.8/Apache/Session/MySQL.pm line 0
---------------

Any help or ideas greatly appreciated.

Thanks-

Lee


From jfearn at redhat.com  Tue Jul 26 22:46:57 2011
From: jfearn at redhat.com (Jeff Fearn)
Date: Wed, 27 Jul 2011 12:46:57 +1000
Subject: [rt-users] Tuning RT4
In-Reply-To: <20110726133237.GC807@jibsheet.com>
References: <CAE7nvVTc6D+a+mSPSymDAk=K9R=BcMQGCpJBWfxOYWSwEUuhNA@mail.gmail.com>	<20110713200616.GO27846@jibsheet.com>	<32067302.post@talk.nabble.com>
	<32107474.post@talk.nabble.com>	<CAH5r4X8Sz3T8n+mCqPfmp49ixMOMXhN2EsWpv2D1GBDegr_FoQ@mail.gmail.com>	<32132285.post@talk.nabble.com>	<082401cc4ae8$b8686820$29393860$@athompso.net>	<4E2E0A5F.1090006@redhat.com>
	<20110726133237.GC807@jibsheet.com>
Message-ID: <4E2F7C21.1050006@redhat.com>

On 07/26/2011 11:32 PM, Kevin Falcone wrote:
> On Tue, Jul 26, 2011 at 10:29:19AM +1000, Jeff Fearn wrote:
>> On 07/26/2011 02:34 AM, Adam Thompson wrote:
>> Set($AutocompleteOwners, 1);
>>
>> Compare the display time "Tickets->New Search"
>>
>> With AutocompleteOwners: Time to display: 0.442697
>> Without AutocompleteOwners: Time to display: 17.274538
>>
>> 13K users is quite painful on that page!
>
> I'll note that on a system with 25K users, that page takes about .3 to
> render for me (without switching to autocomplete). The owner list is
> less concerned with User size and more with the distribution of the
> OwnTicket ACL to different kinds of users.

This is interesting. Most of the time appears to be spent after the DB 
call, I think it's formatting and sorting the drop down.

Cheers, Jeff.


From sjcjonker at sjc.nl  Wed Jul 27 00:41:35 2011
From: sjcjonker at sjc.nl (Stijn Jonker)
Date: Wed, 27 Jul 2011 06:41:35 +0200
Subject: [rt-users] RT3 - Custom Field search box in at a glance
Message-ID: <8B47E730-5DD2-4DB9-8EA7-BF6438BAA5C7@SJC.nl>

Hi All,

Within our relatively new instance of RT 3.8.10 an custom field is created for the external ticket / reference number. Despite searches, possibly with wrong words, on RT-Users and the Wiki the following question still remains:

The normal search box above doesn't return any matches on the "Ext Ticket #" custom field despite being a global custom field. When performing an query via the query builder searches for a ext ticket number, for instance 11111 works fine and the internal ticket 1030 is returned. When there we have an internal ticket which has the same ID as stored in an other ticket for the ext ticket # then the internal ticket is shown directly.

What we would like to do is present an special search box on the "RT at a glance" page where the search is solely performed on the custom field. Is there any way to do this with the base functions of RT or via an extension?

If this is not available, are there some pointers available how one can create, via a bit a perl or so, an item on the "RT at a glance" page with this search form that will populate a field in a saved search or otherwise?

Thanks in advance,
Stijn 

--
Yours Sincerly / Met Vriendelijke groet,
Stijn Jonker




From simon at gikaku.com  Wed Jul 27 02:50:49 2011
From: simon at gikaku.com (Simon Walter)
Date: Tue, 26 Jul 2011 21:50:49 -0900
Subject: [rt-users] RT4 "Articles" documentation
Message-ID: <4E2FB549.5080907@gikaku.com>

Hi all,

I'm unable to find much documentation regarding "Articles" in RT4. I 
know RTFM was integrated into RT itself. It seems some of the 
functionality has changed. There is some information here about RTFM 
<http://requesttracker.wikia.com/wiki/RTFM> and some of it applies to RT4.

The website says: "/Incredibly flexible/: use articles for /any kind of 
content/ and track only what you need".

So... where can I find information / documentation on RT4's Articles - 
the syntax, functionality, etc?


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From bart at pleh.info  Wed Jul 27 03:59:28 2011
From: bart at pleh.info (Bart)
Date: Wed, 27 Jul 2011 09:59:28 +0200
Subject: [rt-users] Problem with making a custom scrip
In-Reply-To: <CAB2d3rbBWkifrrOreWoUY29pS7Q8MOkjV7ZfJo-5x8QxdcR8BA@mail.gmail.com>
References: <CAB2d3rYu7LbX5Qx9X9r_QiCgVRO7HMq3sX=oyxr0JDsVS2L3fA@mail.gmail.com>
	<1311674010.31752.1.camel@rmwysocki>
	<CAB2d3rbKP0gGOSa1Hm4LOxJwzaxxYu7sbzPYimziZHaMeYpKjg@mail.gmail.com>
	<20110726132707.GA807@jibsheet.com>
	<CAB2d3rbBWkifrrOreWoUY29pS7Q8MOkjV7ZfJo-5x8QxdcR8BA@mail.gmail.com>
Message-ID: <CAB2d3rYc7kJ_-NgRqxM5-30u7hny4dvAP5QTD7kkCcemKX1M=A@mail.gmail.com>

Hi,

I've finished the scrip with my initial purpose, which was to set the ticket
type (incident, problem or change) along with the priority (1 to 5) and
based on those two values set the SLA field (from the SLA plugin/addon).

The result is listed below, this basically does the following:

   - CF Type && CF Prio = SLA
   - System Prio = CF Prio

The reason why I'm using a CF for the prio is to make it easy for our
personell to select a value upon creating a ticket + it forces them to
select a fixed vlaue (dropdown) which makes it a little faster as well.
In addition I'm also making sure the system prio field is set to the same
value as the CF Prio.

Details for this scrip are below:

   - Condition: On Transaction
   - Action: User Defined
   - Template: Global Template: Transaction
   - Stage: TransactionBatch
   - Custom condition: (empty)
   - Custom action preparation code: return 1;
   - Custom action cleanup code:


# Set the value of the CF's Type and Prio to a variable
my $my_type = $self->TicketObj->FirstCustomFieldValue('Type');
my $my_prio = $self->TicketObj->FirstCustomFieldValue('Prio');

# Change the system's Prio value to the value inside CF Prio
$self->TicketObj->SetPriority ($my_prio);

# INCIDENT
if ($my_type == 'Incident' && $my_prio == '1') {
$self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => 'Urgent'); }
if ($my_type == 'Incident' && $my_prio == '2') {
$self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => 'Normal'); }
if ($my_type == 'Incident' && $my_prio == '3') {
$self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => 'Low'); }

# CHANGE
if ($my_type == 'Change' && $my_prio == '1') {
$self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => 'Urgent'); }
if ($my_type == 'Change' && $my_prio == '2') {
$self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => 'Normal'); }
if ($my_type == 'Change' && $my_prio == '3') {
$self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => 'Low'); }

# PROBLEM
if ($my_type == 'Problem' && $my_prio == '1') {
$self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => 'Urgent'); }
if ($my_type == 'Problem' && $my_prio == '2') {
$self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => 'Normal'); }
if ($my_type == 'Problem' && $my_prio == '3') {
$self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => 'Low'); }


Now all that's left for me is to expand the SLA's to contain numbers instead
of names ( e.g. SLA 4 would mean 4 hours, could be used for both Incident
and Change).
But those are filling in the details, the above could be easily changed and
perfected to trigger the proper SLA value.

Thanks again for all the help, sometimes your just banging your head on
something simple and this just happend to be one of those things :)

Best regards,

Bart



2011/7/26 Bart <bart at pleh.info>

> Hi Kevin,
>
> Thanks for your reply, that turned out to be toe golden tip :D
>
> I was getting those messages in the Web UI and after changing the type to
> transaction batch it worked :D
>
> So to summarize, here's the end result that worked perfectly for me:
>
>    - Condition: On Transaction
>    - Action: User Defined
>    - Template: Global Template: Transaction
>    - Stage: TransactionBatch
>    - Custom condition: (empty)
>    - Custom action preparation code: return 1;
>    - Custom action cleanup code:
>
> my $my_type = $self->TicketObj->FirstCustomFieldValue('Type');
>>
>> if ($my_type =~ /^I/) { $self->TicketObj->AddCustomFieldValue(Field =>
>> 'SLA', Value => 'Urgent'); }
>> if ($my_type =~ /^C/) { $self->TicketObj->AddCustomFieldValue(Field =>
>> 'SLA', Value => 'Normaal'); }
>> if ($my_type =~ /^P/) { $self->TicketObj->AddCustomFieldValue(Field =>
>> 'SLA', Value => 'Laag'); }
>
>
> All I have to do now is expand the scrip to also check another field, but
> that shouldn't be a problem now that this is working :D
>
> Thanks for the help.
>
>
> Best regards,
>
> Bart
>
>
>
> 2011/7/26 Kevin Falcone <falcone at bestpractical.com>
>
>> On Tue, Jul 26, 2011 at 02:40:21PM +0200, Bart wrote:
>> >    The first problem I have is that the SLA is already set to the value
>> "Normal", I see the scrip
>> >    running but it keeps saying "Set SLA Low to Normal" or similar for
>> Urgent (normal is ignored).
>> >    So I get a feeling it does something, but it doesn't actually change
>> the content of the SLA
>> >    field.
>> >    Maybe it's the type of CF that the SLA field is, it's a dropbox with
>> the three options Urgent,
>> >    Normal and Low. But I thought it shouldn't matter?!
>> >    The second problem is that if the SLA field is set to (no value) then
>> the scrip gives the
>> >    error "Low is no longer a value for custom field SLA", which could be
>> the same issue as the
>> >    first? Not able to fill the actual field?
>> >    Any thoughts on this? (the above code is a little different but I get
>> the same results as the
>> >    first code)
>>
>> Where do you see these messages, in the webui?  Are you doing this on
>> create or from the Basics page and setting the SLA to normal or unset
>> there?
>>
>> You may need to switch your scrip type to transactionbatch to it runs
>> after the web updates finish.
>>
>> -kevin
>>
>>
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
>>
>
>
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From fireskyer at gmx.de  Wed Jul 27 04:38:07 2011
From: fireskyer at gmx.de (john s.)
Date: Wed, 27 Jul 2011 01:38:07 -0700 (PDT)
Subject: [rt-users] Tuning RT4
In-Reply-To: <4E2F7C21.1050006@redhat.com>
References: <CAE7nvVTc6D+a+mSPSymDAk=K9R=BcMQGCpJBWfxOYWSwEUuhNA@mail.gmail.com>
	<20110713200616.GO27846@jibsheet.com>
	<32067302.post@talk.nabble.com> <32107474.post@talk.nabble.com>
	<CAH5r4X8Sz3T8n+mCqPfmp49ixMOMXhN2EsWpv2D1GBDegr_FoQ@mail.gmail.com>
	<32132285.post@talk.nabble.com>
	<082401cc4ae8$b8686820$29393860$@athompso.net>
	<4E2E0A5F.1090006@redhat.com> <20110726133237.GC807@jibsheet.com>
	<4E2F7C21.1050006@redhat.com>
Message-ID: <32146258.post@talk.nabble.com>



Hello Jeffry 

Due to your really large RT Environment...

I have tested 

rt 4.0.0.1 

and rt 3.8.9 

only with a few user and tickets ..

maybe rt 4 can handle large rt instances much better than rt 3.8.8 and by
the othe one is vice versa?

so if this isn't the case could you post your config ? which has sth to be
with the  actual issue? i think i'll be helpful 

best regards john 
 


-- 
View this message in context: http://old.nabble.com/Tuning-RT4-tp32056508p32146258.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From omaiszd at e-bone.hu  Wed Jul 27 05:30:30 2011
From: omaiszd at e-bone.hu (=?iso-8859-2?Q?omaisz-tak=E1cs_d=E1niel?=)
Date: Wed, 27 Jul 2011 11:30:30 +0200
Subject: [rt-users] View queue via the web w/o ticket creation ability
In-Reply-To: <5F19CDCEAD058D4FBF20FF116E61885D014AEC62922B@OITMXCMS03VI.AD.UMD.EDU>
References: <5F19CDCEAD058D4FBF20FF116E61885D014AEC62922B@OITMXCMS03VI.AD.UMD.EDU>
Message-ID: <003601cc4c3f$d437f770$7ca7e650$@e-bone.hu>

Hi Kevin,

"This account would be used by the regular staff to view the queue and see
if their particular ticket has been worked on or view the other queue
submission (IT transparency-YAY L)."

So this account would be the requestor of all these tickets?

 

This is not much info about your RT usage and layout, so i can only do a
hint maybe: something like this could be the solution: 

revoke the global create ticket right from everyone group

add createticket on queue qroupright level to every queue to everyone,
except this one

add create ticket to neccessary ppl only on this queue

but this would only work if everyone is not needed to subbmit to this
particular queue.

 

Regards,



 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
Garfield Robinson
Sent: Tuesday, July 26, 2011 8:39 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] View queue via the web w/o ticket creation ability
[faked-from][auto-ip]

 

I'm definitely an RT newbie (4.0.1) and in our department we wanted to
create a generic user account that could login via the web and view a
particular queue w/o being able to create a ticket.  Not looking for the
self service option, but for a privileged user to view a particular queue.
This account would be used by the regular staff to view the queue and see if
their particular ticket has been worked on or view the other queue
submission (IT transparency-YAY L).

 

I know that in order to allow tickets to be created the CreateTicket
permission has to be given to Everyone.   Like most permission schemes, is
there a permission override option for everyone where I could explicitly
state that a particular doesn't have the right to create a ticket, but
everyone else does?

 

So far everything else works, but I've been trying to figure out a variety
of ways to do this, but keep coming up short.

 

Thanks in advance.

 

 

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From ruz at bestpractical.com  Wed Jul 27 08:24:12 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 27 Jul 2011 16:24:12 +0400
Subject: [rt-users] Tuning RT4
In-Reply-To: <4E2F7C21.1050006@redhat.com>
References: <CAE7nvVTc6D+a+mSPSymDAk=K9R=BcMQGCpJBWfxOYWSwEUuhNA@mail.gmail.com>
	<20110713200616.GO27846@jibsheet.com>
	<32067302.post@talk.nabble.com> <32107474.post@talk.nabble.com>
	<CAH5r4X8Sz3T8n+mCqPfmp49ixMOMXhN2EsWpv2D1GBDegr_FoQ@mail.gmail.com>
	<32132285.post@talk.nabble.com>
	<082401cc4ae8$b8686820$29393860$@athompso.net>
	<4E2E0A5F.1090006@redhat.com> <20110726133237.GC807@jibsheet.com>
	<4E2F7C21.1050006@redhat.com>
Message-ID: <CAMOxC8sJvttvfZbA2qhQXEMC899K6ewwAHwVJ96W3RHc+ULu0g@mail.gmail.com>

On Wed, Jul 27, 2011 at 6:46 AM, Jeff Fearn <jfearn at redhat.com> wrote:
> On 07/26/2011 11:32 PM, Kevin Falcone wrote:
>>
>> I'll note that on a system with 25K users, that page takes about .3 to
>> render for me (without switching to autocomplete). The owner list is
>> less concerned with User size and more with the distribution of the
>> OwnTicket ACL to different kinds of users.
>
> This is interesting. Most of the time appears to be spent after the DB call,
> I think it's formatting and sorting the drop down.

That's totally depends on how many users are displayed in the
dropdown. Is it 13k?

> Cheers, Jeff.
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html

-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Wed Jul 27 08:30:33 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 27 Jul 2011 16:30:33 +0400
Subject: [rt-users] View queue via the web w/o ticket creation ability
In-Reply-To: <5F19CDCEAD058D4FBF20FF116E61885D014AEC62924E@OITMXCMS03VI.AD.UMD.EDU>
References: <5F19CDCEAD058D4FBF20FF116E61885D014AEC62922B@OITMXCMS03VI.AD.UMD.EDU>
	<20110726184958.GF807@jibsheet.com>
	<5F19CDCEAD058D4FBF20FF116E61885D014AEC62924E@OITMXCMS03VI.AD.UMD.EDU>
Message-ID: <CAMOxC8t2XsHdZ2etKB6-TwGrFHiemESn2j0FobA_y65e6=OoEw@mail.gmail.com>

Hi,

If this user has no queues he can create tickets in then probably this
button shouldn't be displayed at all. Is it the case?

On Tue, Jul 26, 2011 at 11:16 PM, Kevin Garfield Robinson
<kevgrob at umd.edu> wrote:
> Thank you very much Kevin; that did the trick. ?Quick question, is there a way for the system to respond with "Permission Denied" when clicking on "New Ticket in", other than the error message "Queue could not be loaded."? I was hoping the system would respond similarly to when Take a ticket is clicked on; just wondering if the error response could be easily altered.
>
> Thanks again!!!!
>
> -----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, July 26, 2011 2:50 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] View queue via the web w/o ticket creation ability
>
> On Tue, Jul 26, 2011 at 02:38:45PM -0400, Kevin Garfield Robinson wrote:
>> ? ?I know that in order to allow tickets to be created the CreateTicket permission has to be
>> ? ?given to Everyone. ? Like most permission schemes, is there a permission override option for
>
> That isn't true. You only have to give it to Everyone or Unprivileged if you want users without existing accounts in RT to be able to create tickets by email.
>
>> ? ?everyone where I could explicitly state that a particular doesn't have the right to create a
>> ? ?ticket, but everyone else does?
>
> Grant Unprivileged the CreateTicket right, put all your other Privileged users in a group and give them CreateTicket. ?Then create your readonly Privileged user and don't add them to the group that has CreateTicket.
>
> -kevin
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Wed Jul 27 08:38:55 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 27 Jul 2011 16:38:55 +0400
Subject: [rt-users] Problem with making a custom scrip
In-Reply-To: <CAB2d3rYc7kJ_-NgRqxM5-30u7hny4dvAP5QTD7kkCcemKX1M=A@mail.gmail.com>
References: <CAB2d3rYu7LbX5Qx9X9r_QiCgVRO7HMq3sX=oyxr0JDsVS2L3fA@mail.gmail.com>
	<1311674010.31752.1.camel@rmwysocki>
	<CAB2d3rbKP0gGOSa1Hm4LOxJwzaxxYu7sbzPYimziZHaMeYpKjg@mail.gmail.com>
	<20110726132707.GA807@jibsheet.com>
	<CAB2d3rbBWkifrrOreWoUY29pS7Q8MOkjV7ZfJo-5x8QxdcR8BA@mail.gmail.com>
	<CAB2d3rYc7kJ_-NgRqxM5-30u7hny4dvAP5QTD7kkCcemKX1M=A@mail.gmail.com>
Message-ID: <CAMOxC8uZdJTCxtdqdthAyQDAYX-U5oOvz1MxQ1qpCR0UFuuBPg@mail.gmail.com>

On Wed, Jul 27, 2011 at 11:59 AM, Bart <bart at pleh.info> wrote:
>
> I've finished the scrip with my initial purpose, which was to set the ticket
> type (incident, problem or change) along with the priority (1 to 5) and
> based on those two values set the SLA field (from the SLA plugin/addon).
> The result is listed below, this basically does the following:
>
> CF Type && CF Prio = SLA
> System Prio = CF Prio

> The reason why I'm using a CF for the prio is to make it easy for our
> personell to select a value upon creating a ticket + it forces them to
> select a fixed vlaue (dropdown) which makes it a little faster as well.
> In addition I'm also making sure the system prio field is set to the same
> value as the CF Prio.

Instead of using CF for priority you can use PriorityAsString extension.




-- 
Best regards, Ruslan.


From kevgrob at umd.edu  Wed Jul 27 09:59:39 2011
From: kevgrob at umd.edu (Kevin Garfield Robinson)
Date: Wed, 27 Jul 2011 09:59:39 -0400
Subject: [rt-users] View queue via the web w/o ticket creation ability
In-Reply-To: <CAMOxC8t2XsHdZ2etKB6-TwGrFHiemESn2j0FobA_y65e6=OoEw@mail.gmail.com>
References: <5F19CDCEAD058D4FBF20FF116E61885D014AEC62922B@OITMXCMS03VI.AD.UMD.EDU>
	<20110726184958.GF807@jibsheet.com>
	<5F19CDCEAD058D4FBF20FF116E61885D014AEC62924E@OITMXCMS03VI.AD.UMD.EDU>
	<CAMOxC8t2XsHdZ2etKB6-TwGrFHiemESn2j0FobA_y65e6=OoEw@mail.gmail.com>
Message-ID: <5F19CDCEAD058D4FBF20FF116E61885D014AEC62932C@OITMXCMS03VI.AD.UMD.EDU>

Yes, probably it shouldn't be displayed if the user doesn't have the permission, the current queue box next to it does show up empty, however it produces an RT Error page when clicked.  

-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Wednesday, July 27, 2011 8:31 AM
To: Kevin Garfield Robinson
Cc: Kevin Falcone; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] View queue via the web w/o ticket creation ability

Hi,

If this user has no queues he can create tickets in then probably this
button shouldn't be displayed at all. Is it the case?

On Tue, Jul 26, 2011 at 11:16 PM, Kevin Garfield Robinson
<kevgrob at umd.edu> wrote:
> Thank you very much Kevin; that did the trick. ?Quick question, is there a way for the system to respond with "Permission Denied" when clicking on "New Ticket in", other than the error message "Queue could not be loaded."? I was hoping the system would respond similarly to when Take a ticket is clicked on; just wondering if the error response could be easily altered.
>
> Thanks again!!!!
>
> -----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, July 26, 2011 2:50 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] View queue via the web w/o ticket creation ability
>
> On Tue, Jul 26, 2011 at 02:38:45PM -0400, Kevin Garfield Robinson wrote:
>> ? ?I know that in order to allow tickets to be created the CreateTicket permission has to be
>> ? ?given to Everyone. ? Like most permission schemes, is there a permission override option for
>
> That isn't true. You only have to give it to Everyone or Unprivileged if you want users without existing accounts in RT to be able to create tickets by email.
>
>> ? ?everyone where I could explicitly state that a particular doesn't have the right to create a
>> ? ?ticket, but everyone else does?
>
> Grant Unprivileged the CreateTicket right, put all your other Privileged users in a group and give them CreateTicket. ?Then create your readonly Privileged user and don't add them to the group that has CreateTicket.
>
> -kevin
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>



-- 
Best regards, Ruslan.

From ruz at bestpractical.com  Wed Jul 27 12:07:17 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 27 Jul 2011 20:07:17 +0400
Subject: [rt-users] RT3 - Custom Field search box in at a glance
In-Reply-To: <8B47E730-5DD2-4DB9-8EA7-BF6438BAA5C7@SJC.nl>
References: <8B47E730-5DD2-4DB9-8EA7-BF6438BAA5C7@SJC.nl>
Message-ID: <CAMOxC8uNq5OgKX7c1GyDLhQcmJQJ6beqkOqRybm1f49=AfE3wA@mail.gmail.com>

Hi,

Take a look into index.html where that input box is processed
initially. There is a callback to analyze string and implement custom
action.

Want to note that RT4 has better abstraction of simple search and it's
easier to implement a new syntax there.

On Wed, Jul 27, 2011 at 8:41 AM, Stijn Jonker <sjcjonker at sjc.nl> wrote:
> Hi All,
>
> Within our relatively new instance of RT 3.8.10 an custom field is created for the external ticket / reference number. Despite searches, possibly with wrong words, on RT-Users and the Wiki the following question still remains:
>
> The normal search box above doesn't return any matches on the "Ext Ticket #" custom field despite being a global custom field. When performing an query via the query builder searches for a ext ticket number, for instance 11111 works fine and the internal ticket 1030 is returned. When there we have an internal ticket which has the same ID as stored in an other ticket for the ext ticket # then the internal ticket is shown directly.
>
> What we would like to do is present an special search box on the "RT at a glance" page where the search is solely performed on the custom field. Is there any way to do this with the base functions of RT or via an extension?
>
> If this is not available, are there some pointers available how one can create, via a bit a perl or so, an item on the "RT at a glance" page with this search form that will populate a field in a saved search or otherwise?
>
> Thanks in advance,
> Stijn
>
> --
> Yours Sincerly / Met Vriendelijke groet,
> Stijn Jonker
>
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>



-- 
Best regards, Ruslan.


From James_Zuelow at ci.juneau.ak.us  Wed Jul 27 13:04:22 2011
From: James_Zuelow at ci.juneau.ak.us (James Zuelow)
Date: Wed, 27 Jul 2011 09:04:22 -0800
Subject: [rt-users] Missing Menu on Left
In-Reply-To: <20110720225101.GA24977@jibsheet.com>
References: <loom.20110719T224409-728@post.gmane.org>
	<4A09477D575C2C4B86497161427DD94C1631D043FB@city-exchange07>
	<loom.20110721T004329-232@post.gmane.org>
	<20110720225101.GA24977@jibsheet.com>
Message-ID: <4A09477D575C2C4B86497161427DD94C1631D0445E@city-exchange07>

----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, July 20, 2011 2:51 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Missing Menu on Left

> On Wed, Jul 20, 2011 at 10:46:48PM +0000, Roberto Hoyle wrote:
>> James Zuelow <James_Zuelow <at> ci.juneau.ak.us> writes:
>> 
>>> You don't, by chance, have mod_speling enabled do you?
>>> 
>>> When I started testing 4.0.1 I had mod_speling enabled to fix
>>> capitalization, and that broke the RT menus.
>> 
>> Thanks, James!  That was exactly my problem.  Disabling mod_speling
>> brought the menus out.
> 
> I'd be fascinated to know what URL it is breaking so we can add a
> note to the documentation. 
> 
> -kevin

I know this is stale, and I am hoping that Roberto gave you more information.

I have had just a little bit of time to play with this, and it is really odd to me.

With mod_speling turned on, none of the drop-down menus in the title field are there.

(Everything from "logged on as..." and to the left.

Same behavior with IE8 and Firefox 3.6/Firefox 5.

But if I look at the HTML source for the page, I can find the menus in the source!

There are no errors in the Apache logs.  From Apache's point of view everything was sent to the client as it should have been.

I suppose that there is something breaking in the css that is telling the browser not to display the menus.

I'm not at all a web designer though, so I have a hard time following what is going on.

If you have anything specific you would like me to try, just let me know.

James Zuelow
Systems Operations Manager
City and Borough of Juneau MIS
(907) 586-0236 



From rt at edwardfrye.com  Wed Jul 27 14:59:44 2011
From: rt at edwardfrye.com (Edward Frye)
Date: Wed, 27 Jul 2011 11:59:44 -0700
Subject: [rt-users] Custom field format validation without being mandatory
In-Reply-To: <CAMvjGSGsCv1sO2i2MP6SnWZjCqFO00fs=tXG=LX4z1mSyaR9tQ@mail.gmail.com>
References: <CAMvjGSGsCv1sO2i2MP6SnWZjCqFO00fs=tXG=LX4z1mSyaR9tQ@mail.gmail.com>
Message-ID: <CAMvjGSHCgFJ8S2dVZJ9TnWXkaEgmimQncWQNSv7fhRPjgc=iNg@mail.gmail.com>

>
> How can I setup a custom field validation and have if so that it can be
> blank, OR match my regular expression
>
> Currently I have: (?#YYYY-MM-DD HH:mm:ss)^[12]\d{3}-\d{2}-\d{2}
> \d{2}:\d{2}:\d{2}$
>
> Really what I guess what I think I'm looking for is
> /(^[12]\d{3}-\d{2}-\d{2} \d{2}:\d{2}:\d{2}$|^$)/
>
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From plummer at geneseo.edu  Wed Jul 27 16:13:07 2011
From: plummer at geneseo.edu (Shawn M Plummer)
Date: Wed, 27 Jul 2011 16:13:07 -0400
Subject: [rt-users] LDAPImport bug with RT-Authen-ExternalAuth
In-Reply-To: <20110711160159.GV27846@jibsheet.com>
References: <62D35384-07CC-422E-91CC-FC2058618F75@geneseo.edu>
	<20110711160159.GV27846@jibsheet.com>
Message-ID: <9F4BA03A-76E4-46ED-AB79-C4B71A17CFDE@geneseo.edu>

Sorry for the delay in responding to this.

> 
> They are compatible, but it's entirely possible that you have some
> crufty user data.
> 
> Do you already have a user whose Name and EMailAddress are both
> NAME at geneseo.edu ?
> 

I do not.

> If you log in as this user, can RT-Authen-ExternalAuth find and
> authenticate this user?
> 


I created a new user in AD that I knew would not be in RT and that I would know the username and password. It does appear that ExternalAuth cannot create a new user but it seems to be authenticating existing user just fine.

Relevant logs:
[Wed Jul 27 16:08:09 2011] [warn] [client 137.238.60.9] mod_fcgid: stderr: [Wed Jul 27 20:08:09 2011] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0, EmailAddress: , Gecos: rttestuser, Name: rttestuser, Privileged: 0 (/opt/rt4devel/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536), referer: https://rtdevel.geneseo.edu/
[Wed Jul 27 16:08:09 2011] [warn] [client 137.238.60.9] mod_fcgid: stderr: [Wed Jul 27 20:08:09 2011] [error]: Couldn't create user rttestuser: Could not set user info (/opt/rt4devel/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:129), referer: https://rtdevel.geneseo.edu/
[Wed Jul 27 16:08:09 2011] [warn] [client 137.238.60.9] mod_fcgid: stderr: [Wed Jul 27 20:08:09 2011] [error]: FAILED LOGIN for rttestuser f, referer: https://rtdevel.geneseo.edu/
[Wed Jul 27 16:08:09 2011] [warn] [client 137.238.60.9] mod_fcgid: stderr: rom 137.238.60.9 (/opt/rt4devel/sbin/../lib/RT/Interface/Web.pm:655), referer: https://rtdevel.geneseo.edu/


I have had no issue logging in as myself, using my AD password. Granted my account already existed.

Any idea why external auth would be able to authenticate existing users but fail to create new users?



~~~~~~~~~~~~~
Shawn Plummer
Systems Manager
CIT SUNY Geneseo
"The mind can make substance, and people planets of its own with beings brighter than have been, and give a breath to forms which can outlive all flesh." -Lord Byron



From matthew.forero at temple.edu  Wed Jul 27 16:57:05 2011
From: matthew.forero at temple.edu (mattbookpro)
Date: Wed, 27 Jul 2011 13:57:05 -0700 (PDT)
Subject: [rt-users] Can't call method "Id" without a package or object
 reference
Message-ID: <32151734.post@talk.nabble.com>


I have searched high and low all over Google to solve this issue with no
luck.

This is a fresh install and the error I'm getting is during "make
initialize-database". I have followed all the instructions completely and
accurately (and multiple times).

Your help is hugely, greatly appreciated.


OS: RHEL 5.5 64-bit

Excerpt of error:

[root at pts1 rt-4.0.1]# make initialize-database                                               
/usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database
--action init --prompt-for-dba-password
Subroutine _InitSQL redefined at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Tickets_Overlay_SQL.pm line 63.
Subroutine _SQLLimit redefined at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Tickets_Overlay_SQL.pm line 87.
Subroutine _SQLJoin redefined at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Tickets_Overlay_SQL.pm line 106.
Subroutine _OpenParen redefined at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Tickets_Overlay_SQL.pm line 116.
Subroutine _CloseParen redefined at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Tickets_Overlay_SQL.pm line 119.
Subroutine _close_bundle redefined at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Tickets_Overlay_SQL.pm line 170.
Subroutine _parser redefined at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Tickets_Overlay_SQL.pm line 201.
Subroutine ClausesToSQL redefined at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Tickets_Overlay_SQL.pm line 377.
Subroutine FromSQL redefined at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Tickets_Overlay_SQL.pm line 477.
Subroutine Query redefined at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Tickets_Overlay_SQL.pm line 543.
In order to create or update your RT database, this script needs to connect
to your  mysql instance on localhost as root
Please specify that user's database password below. If the user has no
database
password, just press return.

Password:


Working with:
Type:   mysql
Host:   localhost
Name:   rt3
User:   rt_user
DBA:    root
Now creating a mysql database rt3 for RT.
Done.
Now populating database schema.
Done.
Now inserting database ACLs.
Granting access to rt_user@'localhost' on rt3.
Done.
Now inserting RT core system objects.
[Wed Jul 27 20:44:57 2011] [crit]: Can't call method "Id" without a package
or object reference at /usr/lib/perl5/vendor_perl/5.8.8/RT/Group_Overlay.pm
line 309. (/tmp/rt-4.0.1/sbin/../lib/RT.pm:340)
Can't call method "Id" without a package or object reference at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Group_Overlay.pm line 309.
make: *** [initialize-database] Error 255

-- 
View this message in context: http://old.nabble.com/Can%27t-call-method-%22Id%22-without-a-package-or-object-reference-tp32151734p32151734.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From matthew.forero at temple.edu  Wed Jul 27 17:17:01 2011
From: matthew.forero at temple.edu (mattbookpro)
Date: Wed, 27 Jul 2011 14:17:01 -0700 (PDT)
Subject: [rt-users] Installation Error
In-Reply-To: <4BB313F0.6080903@kavach.net>
References: <4BB30CD5.2000006@kavach.net> <4BB311C4.5090905@mococo.nl>
	<4BB313F0.6080903@kavach.net>
Message-ID: <32151890.post@talk.nabble.com>


The easiest way I found to do this is by running:

 perl -MCPAN -e shell

you'll be at a prompt that looks similar to:

cpan[1]>

At this point run "install <package_name" for each of the missing
dependencies. For example:

install Data::ICal

This prompt is case sensitive, so make sure it matches each failed
dependency exactly.

You can also run a "yum search" and install the missing packages if you find
them, I fould the CPAN shell a little easier.

Hope this helps.

-Matt 



Jnaneshwar The Don wrote:
> 
> Hi Joop,
> 
> Even After running
> 
> make fixdeps
> 
> I am still getting the same error.
> 
> Rgds,
> Jnani
> 
> Joop wrote:
>> Jnaneshwar Bantanur wrote:
>>> Hi All,
>>>
>>> While Installing, I got the below error.
>>>
>>> SOME DEPENDENCIES WERE MISSING.
>>> make: *** [testdeps] Error 1
>> run the following:
>> make fixdeps
>>
>> Regards,
>>
>> Joop
>>
> 
> 
> begin:vcard
> fn:Jnaneshwar Bantanur
> n:Bantanur;Jnaneshwar
> org:Kavach Networks Pvt Ltd
> adr:3rd Phase, JP Nagar;;#431, 1st Floor, 5th Cross, 7th
> Main;Bangalore;Karnataka;560078;India
> email;internet:jnaneshwar.bantanur at kavach.net
> title:Senior Consultant and Management Representative
> tel;work:9379277645
> tel;fax:+91-80-26591577 
> tel;home:9379277645
> tel;cell:+91-9590295866
> url:www.kavach.net
> version:2.1
> end:vcard
> 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 
View this message in context: http://old.nabble.com/Installation-Error-tp28093136p32151890.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From falcone at bestpractical.com  Wed Jul 27 17:11:40 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 27 Jul 2011 14:11:40 -0700
Subject: [rt-users] Missing Menu on Left
In-Reply-To: <4A09477D575C2C4B86497161427DD94C1631D0445E@city-exchange07>
References: <loom.20110719T224409-728@post.gmane.org>
	<4A09477D575C2C4B86497161427DD94C1631D043FB@city-exchange07>
	<loom.20110721T004329-232@post.gmane.org>
	<20110720225101.GA24977@jibsheet.com>
	<4A09477D575C2C4B86497161427DD94C1631D0445E@city-exchange07>
Message-ID: <20110727211140.GJ807@jibsheet.com>

On Wed, Jul 27, 2011 at 09:04:22AM -0800, James Zuelow 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: Wednesday, July 20, 2011 2:51 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Missing Menu on Left
> 
> > On Wed, Jul 20, 2011 at 10:46:48PM +0000, Roberto Hoyle wrote:
> >> James Zuelow <James_Zuelow <at> ci.juneau.ak.us> writes:
> >> 
> >>> You don't, by chance, have mod_speling enabled do you?
> >>> 
> >>> When I started testing 4.0.1 I had mod_speling enabled to fix
> >>> capitalization, and that broke the RT menus.
> >> 
> >> Thanks, James!  That was exactly my problem.  Disabling mod_speling
> >> brought the menus out.
> > 
> > I'd be fascinated to know what URL it is breaking so we can add a
> > note to the documentation. 
> > 
> > -kevin
> 
> I know this is stale, and I am hoping that Roberto gave you more information.
> I have had just a little bit of time to play with this, and it is really odd to me.
> With mod_speling turned on, none of the drop-down menus in the title field are there.
> (Everything from "logged on as..." and to the left.
> Same behavior with IE8 and Firefox 3.6/Firefox 5.
> But if I look at the HTML source for the page, I can find the menus in the source!

Unfortunately, no, I haven't received any further information.

Look at the top of your HTML source for the css and js links,
something like /NoAuth/css/*squished and /NoAuth/js/*squished
and try loading them to see what error you get

-kevin

> There are no errors in the Apache logs.  From Apache's point of view everything was sent to the client as it should have been.
> 
> I suppose that there is something breaking in the css that is telling the browser not to display the menus.
> 
> I'm not at all a web designer though, so I have a hard time following what is going on.
> 
> If you have anything specific you would like me to try, just let me know.
> 
> James Zuelow
> Systems Operations Manager
> City and Borough of Juneau MIS
> (907) 586-0236 
> 
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html
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From falcone at bestpractical.com  Wed Jul 27 17:06:22 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 27 Jul 2011 14:06:22 -0700
Subject: [rt-users] View queue via the web w/o ticket creation ability
In-Reply-To: <5F19CDCEAD058D4FBF20FF116E61885D014AEC62932C@OITMXCMS03VI.AD.UMD.EDU>
References: <5F19CDCEAD058D4FBF20FF116E61885D014AEC62922B@OITMXCMS03VI.AD.UMD.EDU>
	<20110726184958.GF807@jibsheet.com>
	<5F19CDCEAD058D4FBF20FF116E61885D014AEC62924E@OITMXCMS03VI.AD.UMD.EDU>
	<CAMOxC8t2XsHdZ2etKB6-TwGrFHiemESn2j0FobA_y65e6=OoEw@mail.gmail.com>
	<5F19CDCEAD058D4FBF20FF116E61885D014AEC62932C@OITMXCMS03VI.AD.UMD.EDU>
Message-ID: <20110727210622.GI807@jibsheet.com>

On Wed, Jul 27, 2011 at 09:59:39AM -0400, Kevin Garfield Robinson wrote:
> Yes, probably it shouldn't be displayed if the user doesn't have the
> permission, the current queue box next to it does show up empty,
> however it produces an RT Error page when clicked.

I'm not sure how hard that would be to hide, it's worth filing a bug
so we can look at it for a future release

-kevin

> -----Original Message-----
> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
> Sent: Wednesday, July 27, 2011 8:31 AM
> To: Kevin Garfield Robinson
> Cc: Kevin Falcone; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] View queue via the web w/o ticket creation ability
> 
> Hi,
> 
> If this user has no queues he can create tickets in then probably this
> button shouldn't be displayed at all. Is it the case?
> 
> On Tue, Jul 26, 2011 at 11:16 PM, Kevin Garfield Robinson
> <kevgrob at umd.edu> wrote:
> > Thank you very much Kevin; that did the trick. ?Quick question, is there a way for the system to respond with "Permission Denied" when clicking on "New Ticket in", other than the error message "Queue could not be loaded."? I was hoping the system would respond similarly to when Take a ticket is clicked on; just wondering if the error response could be easily altered.
> >
> > Thanks again!!!!
> >
> > -----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, July 26, 2011 2:50 PM
> > To: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] View queue via the web w/o ticket creation ability
> >
> > On Tue, Jul 26, 2011 at 02:38:45PM -0400, Kevin Garfield Robinson wrote:
> >> ? ?I know that in order to allow tickets to be created the CreateTicket permission has to be
> >> ? ?given to Everyone. ? Like most permission schemes, is there a permission override option for
> >
> > That isn't true. You only have to give it to Everyone or Unprivileged if you want users without existing accounts in RT to be able to create tickets by email.
> >
> >> ? ?everyone where I could explicitly state that a particular doesn't have the right to create a
> >> ? ?ticket, but everyone else does?
> >
> > Grant Unprivileged the CreateTicket right, put all your other Privileged users in a group and give them CreateTicket. ?Then create your readonly Privileged user and don't add them to the group that has CreateTicket.
> >
> > -kevin
> >
> > --------
> > 2011 Training: http://bestpractical.com/services/training.html
> >
> 
> 
> 
> -- 
> Best regards, Ruslan.
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From falcone at bestpractical.com  Wed Jul 27 17:02:21 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 27 Jul 2011 14:02:21 -0700
Subject: [rt-users] RT4 "Articles" documentation
In-Reply-To: <4E2FB549.5080907@gikaku.com>
References: <4E2FB549.5080907@gikaku.com>
Message-ID: <20110727210221.GG807@jibsheet.com>

On Tue, Jul 26, 2011 at 09:50:49PM -0900, Simon Walter wrote:
>    I'm unable to find much documentation regarding "Articles" in RT4. I know RTFM was integrated
>    into RT itself. It seems some of the functionality has changed. There is some information here
>    about RTFM [1]<http://requesttracker.wikia.com/wiki/RTFM> and some of it applies to RT4.
> 
>    The website says: "Incredibly flexible: use articles for any kind of content and track only
>    what you need".
> 
>    So... where can I find information / documentation on RT4's Articles - the syntax,
>    functionality, etc?

Start with articles_instroduction.pod that ships with RT in the docs/
directory

-kevin
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From falcone at bestpractical.com  Wed Jul 27 17:03:40 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 27 Jul 2011 14:03:40 -0700
Subject: [rt-users] "RT couldn't store your session" when moving to a
 new server
In-Reply-To: <20110726150625.11414wpo58hponls@webmail.oregonstate.edu>
References: <20110726150625.11414wpo58hponls@webmail.oregonstate.edu>
Message-ID: <20110727210340.GH807@jibsheet.com>

On Tue, Jul 26, 2011 at 03:06:25PM -0700, Lee Hughes wrote:
> I've read many threads on this issue but none of the suggestions
> have worked for me.
> 
> I'm trying to move an existing 3.6.5 database to a new server to set
> up a sandbox for testing the 4.x upgrade.
> 
> I have 3.6.5 installed and running on the new server with our
> plugins and customizations. Now I'm trying to move a copy of our
> data over. We use InnoDB and store sessions in the database
> (default).
> 
> I copied over all the .frm files and the InnoDB data/log files and
> restarted MySQL and Apache.
> 
> Browsing to the site gives:
> 
> ----------------------------
> RT couldn't store your session.
> This may mean that that the directory
> '/usr/local/rt3/var/session_data' isn't writable or a database table
> is missing or corrupt.

Looks like you're either missing your sessions table in the DB (keep
in mind that in 3.6.5, the sessions table was MyISAM, not innodb) or
you've configured on-disk sessions and not given rights to that
directory.

During the upgrade to 4.0, RT will change your sessions table to be
innodb

-kevin

> Trace begun at
> /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 129
> HTML::Mason::Exceptions::rethrow_exception('RT couldn\'t store your
> session.^JThis may mean that that the directory
> \'/usr/local/rt3/var/session_data\' isn\'t writable or a database
> table is missing or corrupt.^J^J') called at
> /usr/local/rt3/share/html/Elements/SetupSessionCookie line 100
> HTML::Mason::Commands::__ANON__ at
> /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8a1f3f4)')
> called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line
> 1302
> eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1292
> HTML::Mason::Request::comp(undef, undef) called at
> /usr/local/rt3/share/html/autohandler line 120
> HTML::Mason::Commands::__ANON__ at
> /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8a1e68c)')
> called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line
> 1297
> eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1292
> HTML::Mason::Request::comp(undef, undef, undef) called at
> /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 481
> eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 481
> eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 433
> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa314d44)')
> called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm
> line 168
> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa314d44)')
> called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm
> line 825
> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x98a9da4)',
> 'Apache2::RequestRec=SCALAR(0x9a77ca0)') called at
> /usr/local/rt3/bin/webmux.pl line 125
> eval {...} at /usr/local/rt3/bin/webmux.pl line 125
> RT::Mason::handler('Apache2::RequestRec=SCALAR(0x9a77ca0)') called
> at /usr/lib/perl5/site_perl/5.8.8/Apache/Session/MySQL.pm line 0
> eval {...} at /usr/lib/perl5/site_perl/5.8.8/Apache/Session/MySQL.pm line 0
> ---------------
> 
> Any help or ideas greatly appreciated.
> 
> Thanks-
> 
> Lee
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html
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From ruz at bestpractical.com  Wed Jul 27 17:48:56 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 28 Jul 2011 01:48:56 +0400
Subject: [rt-users] Can't call method "Id" without a package or object
	reference
In-Reply-To: <32151734.post@talk.nabble.com>
References: <32151734.post@talk.nabble.com>
Message-ID: <CAMOxC8sUvmjniveVC4zX=Q4uxGTKqvRCWNmCFY1JJgrAr1ttcA@mail.gmail.com>

On Thu, Jul 28, 2011 at 12:57 AM, mattbookpro <matthew.forero at temple.edu> wrote:
>
> I have searched high and low all over Google to solve this issue with no
> luck.
>
> This is a fresh install and the error I'm getting is during "make
> initialize-database". I have followed all the instructions completely and
> accurately (and multiple times).
>
> Your help is hugely, greatly appreciated.
>
>
> OS: RHEL 5.5 64-bit
>
> Excerpt of error:
>
> [root at pts1 rt-4.0.1]# make initialize-database
> /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database
> --action init --prompt-for-dba-password
> Subroutine _InitSQL redefined at
> /usr/lib/perl5/vendor_perl/5.8.8/RT/Tickets_Overlay_SQL.pm line 63.
> Subroutine _SQLLimit redefined at
> /usr/lib/perl5/vendor_perl/5.8.8/RT/Tickets_Overlay_SQL.pm line 87.
> Subroutine _SQLJoin redefined at
> /usr/lib/perl5/vendor_perl/5.8.8/RT/Tickets_Overlay_SQL.pm line 106.
> Subroutine _OpenParen redefined at


RT4 should be isolated from RT3's files. In your case files of RT3 are
installed in perl's default paths, so RT4 finds them and loads. In RT4
we merged XXX.pm and XXX_Overlay.pm, but code still loads
XXX_Overlay.pm files. In your case it's old code from RT3 that gets
mixed with new code.

Either cleanup your system or the following patch to prevent loading
of overlay files. I can not promisse patch would fix all issues.

diff --git a/lib/RT/Base.pm b/lib/RT/Base.pm
index 3c209f2..deff196 100644
--- a/lib/RT/Base.pm
+++ b/lib/RT/Base.pm
@@ -156,7 +156,7 @@ sub _ImportOverlays {
     my $class = shift;
     my ($package,undef,undef) = caller();
     $package =~ s|::|/|g;
-    for my $type (qw(Overlay Vendor Local)) {
+    for my $type (qw(Vendor Local)) {
         my $filename = $package."_".$type.".pm";
         eval { require $filename };
         die $@ if ($@ && $@ !~ m{^Can't locate $filename});


-- 
Best regards, Ruslan.


From falcone at bestpractical.com  Wed Jul 27 17:41:56 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 27 Jul 2011 14:41:56 -0700
Subject: [rt-users] Can't call method "Id" without a package or object
 reference
In-Reply-To: <32151734.post@talk.nabble.com>
References: <32151734.post@talk.nabble.com>
Message-ID: <20110727214156.GL807@jibsheet.com>

On Wed, Jul 27, 2011 at 01:57:05PM -0700, mattbookpro wrote:
> 
> [root at pts1 rt-4.0.1]# make initialize-database                                               
> /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database
> --action init --prompt-for-dba-password
> Subroutine _InitSQL redefined at
> /usr/lib/perl5/vendor_perl/5.8.8/RT/Tickets_Overlay_SQL.pm line 63.
> Subroutine _SQLLimit redefined at

You have RT 3 files installed into your core perl, possibly from an
RPM?  Those will conflict with your new RT4 install.  The upgrade
documentation and recent blog post talk about needing to remove or
move-aside your old RT install or you'll break RT4 during the
install/upgrade

-kevin

> /usr/lib/perl5/vendor_perl/5.8.8/RT/Tickets_Overlay_SQL.pm line 87.
> Subroutine _SQLJoin redefined at
> /usr/lib/perl5/vendor_perl/5.8.8/RT/Tickets_Overlay_SQL.pm line 106.
> Subroutine _OpenParen redefined at
> /usr/lib/perl5/vendor_perl/5.8.8/RT/Tickets_Overlay_SQL.pm line 116.
> Subroutine _CloseParen redefined at
> /usr/lib/perl5/vendor_perl/5.8.8/RT/Tickets_Overlay_SQL.pm line 119.
> Subroutine _close_bundle redefined at
> /usr/lib/perl5/vendor_perl/5.8.8/RT/Tickets_Overlay_SQL.pm line 170.
> Subroutine _parser redefined at
> /usr/lib/perl5/vendor_perl/5.8.8/RT/Tickets_Overlay_SQL.pm line 201.
> Subroutine ClausesToSQL redefined at
> /usr/lib/perl5/vendor_perl/5.8.8/RT/Tickets_Overlay_SQL.pm line 377.
> Subroutine FromSQL redefined at
> /usr/lib/perl5/vendor_perl/5.8.8/RT/Tickets_Overlay_SQL.pm line 477.
> Subroutine Query redefined at
> /usr/lib/perl5/vendor_perl/5.8.8/RT/Tickets_Overlay_SQL.pm line 543.
> In order to create or update your RT database, this script needs to connect
> to your  mysql instance on localhost as root
> Please specify that user's database password below. If the user has no
> database
> password, just press return.
> 
> Password:
> 
> 
> Working with:
> Type:   mysql
> Host:   localhost
> Name:   rt3
> User:   rt_user
> DBA:    root
> Now creating a mysql database rt3 for RT.
> Done.
> Now populating database schema.
> Done.
> Now inserting database ACLs.
> Granting access to rt_user@'localhost' on rt3.
> Done.
> Now inserting RT core system objects.
> [Wed Jul 27 20:44:57 2011] [crit]: Can't call method "Id" without a package
> or object reference at /usr/lib/perl5/vendor_perl/5.8.8/RT/Group_Overlay.pm
> line 309. (/tmp/rt-4.0.1/sbin/../lib/RT.pm:340)
> Can't call method "Id" without a package or object reference at
> /usr/lib/perl5/vendor_perl/5.8.8/RT/Group_Overlay.pm line 309.
> make: *** [initialize-database] Error 255
> 
> -- 
> View this message in context: http://old.nabble.com/Can%27t-call-method-%22Id%22-without-a-package-or-object-reference-tp32151734p32151734.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> 
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html
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From falcone at bestpractical.com  Wed Jul 27 17:50:12 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 27 Jul 2011 14:50:12 -0700
Subject: [rt-users] Custom field format validation without being
 mandatory
In-Reply-To: <CAMvjGSHCgFJ8S2dVZJ9TnWXkaEgmimQncWQNSv7fhRPjgc=iNg@mail.gmail.com>
References: <CAMvjGSGsCv1sO2i2MP6SnWZjCqFO00fs=tXG=LX4z1mSyaR9tQ@mail.gmail.com>
	<CAMvjGSHCgFJ8S2dVZJ9TnWXkaEgmimQncWQNSv7fhRPjgc=iNg@mail.gmail.com>
Message-ID: <20110727215012.GM807@jibsheet.com>

On Wed, Jul 27, 2011 at 11:59:44AM -0700, Edward Frye wrote:
>      How can I setup a custom field validation and have if so that it can be blank, OR match my
>      regular expression
>      Currently I have: (?#YYYY-MM-DD HH:mm:ss)^[12]\d{3}-\d{2}-\d{2} \d{2}:\d{2}:\d{2}$
>      Really what I guess what I think I'm looking for is /(^[12]\d{3}-\d{2}-\d{2}
>      \d{2}:\d{2}:\d{2}$|^$)/

perldoc perlre will tell you more than you ever wanted to know, but
something like:
/^(?:foo|)$/ or /^foo$|^$/
is what you want to emulate.

Remember that the (?#YYYY-MM...) part needs to be self contained since
it isn't an active part of the regex.

-kevin
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From falcone at bestpractical.com  Wed Jul 27 17:40:24 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 27 Jul 2011 14:40:24 -0700
Subject: [rt-users] LDAPImport bug with RT-Authen-ExternalAuth
In-Reply-To: <9F4BA03A-76E4-46ED-AB79-C4B71A17CFDE@geneseo.edu>
References: <62D35384-07CC-422E-91CC-FC2058618F75@geneseo.edu>
	<20110711160159.GV27846@jibsheet.com>
	<9F4BA03A-76E4-46ED-AB79-C4B71A17CFDE@geneseo.edu>
Message-ID: <20110727214024.GK807@jibsheet.com>

On Wed, Jul 27, 2011 at 04:13:07PM -0400, Shawn M Plummer wrote:
> Sorry for the delay in responding to this.
> 
> > 
> > They are compatible, but it's entirely possible that you have some
> > crufty user data.
> > 
> > Do you already have a user whose Name and EMailAddress are both
> > NAME at geneseo.edu ?
> > 
> 
> I do not.
> 
> > If you log in as this user, can RT-Authen-ExternalAuth find and
> > authenticate this user?
> > 
> 
> 
> I created a new user in AD that I knew would not be in RT and that I would know the username and password. It does appear that ExternalAuth cannot create a new user but it seems to be authenticating existing user just fine.
> 
> Relevant logs:
> [Wed Jul 27 16:08:09 2011] [warn] [client 137.238.60.9] mod_fcgid: stderr: [Wed Jul 27 20:08:09 2011] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0, EmailAddress: , Gecos: rttestuser, Name: rttestuser, Privileged: 0 (/opt/rt4devel/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536), referer: https://rtdevel.geneseo.edu/
> [Wed Jul 27 16:08:09 2011] [warn] [client 137.238.60.9] mod_fcgid: stderr: [Wed Jul 27 20:08:09 2011] [error]: Couldn't create user rttestuser: Could not set user info (/opt/rt4devel/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:129), referer: https://rtdevel.geneseo.edu/
> [Wed Jul 27 16:08:09 2011] [warn] [client 137.238.60.9] mod_fcgid: stderr: [Wed Jul 27 20:08:09 2011] [error]: FAILED LOGIN for rttestuser f, referer: https://rtdevel.geneseo.edu/
> [Wed Jul 27 16:08:09 2011] [warn] [client 137.238.60.9] mod_fcgid: stderr: rom 137.238.60.9 (/opt/rt4devel/sbin/../lib/RT/Interface/Web.pm:655), referer: https://rtdevel.geneseo.edu/
> 
> 
> I have had no issue logging in as myself, using my AD password. Granted my account already existed.
> 
> Any idea why external auth would be able to authenticate existing users but fail to create new users?

You've left off a number of useful debugging messages from
CanonicalizeUserInfo which came right before this.  Without those,
it's hard to tell what's going on

-kevin
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From ruz at bestpractical.com  Wed Jul 27 18:01:37 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 28 Jul 2011 02:01:37 +0400
Subject: [rt-users] Can't call method "Id" without a package or object
	reference
In-Reply-To: <CAMOxC8sUvmjniveVC4zX=Q4uxGTKqvRCWNmCFY1JJgrAr1ttcA@mail.gmail.com>
References: <32151734.post@talk.nabble.com>
	<CAMOxC8sUvmjniveVC4zX=Q4uxGTKqvRCWNmCFY1JJgrAr1ttcA@mail.gmail.com>
Message-ID: <CAMOxC8tw812O08J-d42=Ca9Az-YfjbBUefJMok_u5n1PvXBYrg@mail.gmail.com>

On Thu, Jul 28, 2011 at 1:48 AM, Ruslan Zakirov <ruz at bestpractical.com> wrote:
> Either cleanup your system or the following patch to prevent loading
> of overlay files. I can not promisse patch would fix all issues.

We discussed the patch and decided that it does more harm than good.
Even if everything going to work at the moment, later it can bite you
hard.

-- 
Best regards, Ruslan.


From sthild at gmail.com  Wed Jul 27 18:37:27 2011
From: sthild at gmail.com (Scott)
Date: Wed, 27 Jul 2011 17:37:27 -0500
Subject: [rt-users] RT 4.0.1 Custom Field -> Wikitext box not saving all
 data.
In-Reply-To: <20110726141038.GE807@jibsheet.com>
References: <4E29CE04.9000008@gmail.com>
	<20110725142418.GE2013@jibsheet.com>	<CABMm9-T61ZKKq4_XiKC_W_d5m0ON=utg0RH3ST83zBx3RHpB4A@mail.gmail.com>	<20110725185759.GH2013@jibsheet.com>
	<4E2DDC25.8080306@gmail.com>	<20110725231536.GJ2013@jibsheet.com>
	<4E2E00C0.6050707@gmail.com> <20110726141038.GE807@jibsheet.com>
Message-ID: <4E309327.90006@gmail.com>

On 07/26/2011 09:10 AM, Kevin Falcone wrote:
> On Mon, Jul 25, 2011 at 06:48:16PM -0500, Scott wrote:
>> On 07/25/2011 06:15 PM, Kevin Falcone wrote:
>>> select * from CustomFields where Name = 'CF Name';
>>>
>>          ID NAME                                               TYPE
>> RENDERTYPE  MAXVALUES PATTERN      REPEATED VALUESCLASS
>> BASEDON
>> ---------- --------------------------------------------------
>> ------------------------- ---------- ---------- ----------
>> ---------- --------------- ----------
>>          51 Executive Description - Admin only
>> Wikitext                                      1
>> 0
>>
>> DESCR  SORTORDER LOOKUPTYPE                   CREATOR CREATED
>> LASTUPDATEDBY LASTUPDAT   DISABLED
>> ----- ---------- ------------------------- ---------- ---------
>> ------------- --------- ----------
>>                 0 RT::Queue-RT::Ticket              32 23-FEB-11
>> 22 25-JUL-11          0
> Unfortunately, setting up a CF like this with a very basic user who
> can see and modify it, I can't replicate the one-line failure on IE9
> or FF5.
>
> Something must be chunking the data so that RT sees it as 3 updates
> (one per line) instead of one blob of test.
>
> You may wish to try and capture data on the wire to compare between
> your browser and the windows browser.  You may also want to try logged
> in as your user on the affected machine.

I logged in to rt with the other users' browser (on their pc) and was 
able to
to add several lines of text.  I then asked another power user to try to add
a line of data and she was able as well (all the lines were preserved).  So
there definitely a acl type issue going on here.  Is there a new right I 
need to
add?

Thanks.
> -kevin
>
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html

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From falcone at bestpractical.com  Wed Jul 27 18:43:14 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 27 Jul 2011 15:43:14 -0700
Subject: [rt-users] RT 4.0.1 Custom Field -> Wikitext box not saving all
 data.
In-Reply-To: <4E309327.90006@gmail.com>
References: <4E29CE04.9000008@gmail.com> <20110725142418.GE2013@jibsheet.com>
	<CABMm9-T61ZKKq4_XiKC_W_d5m0ON=utg0RH3ST83zBx3RHpB4A@mail.gmail.com>
	<20110725185759.GH2013@jibsheet.com> <4E2DDC25.8080306@gmail.com>
	<20110725231536.GJ2013@jibsheet.com> <4E2E00C0.6050707@gmail.com>
	<20110726141038.GE807@jibsheet.com> <4E309327.90006@gmail.com>
Message-ID: <20110727224314.GN807@jibsheet.com>

On Wed, Jul 27, 2011 at 05:37:27PM -0500, Scott wrote:
>    I logged in to rt with the other users' browser (on their pc) and was able to
>    to add several lines of text.  I then asked another power user to try to add
>    a line of data and she was able as well (all the lines were preserved).  So
>    there definitely a acl type issue going on here.  Is there a new right I need to
>    add?

What rights do they have and how are they assigned?
SeeCustomField/ModifyCustomField granted on the CustomField to a group
that the user was in (and the user's only other rights were ShowTicket
and CreateTicket on that single queue).

I went with a very trivial configuration, the hard part is likely to
be understanding your rights configuration

-kevin
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From sthild at gmail.com  Wed Jul 27 18:49:02 2011
From: sthild at gmail.com (Scott)
Date: Wed, 27 Jul 2011 17:49:02 -0500
Subject: [rt-users] RT 4.0.1 Custom Field -> Wikitext box not saving all
 data.
In-Reply-To: <20110727224314.GN807@jibsheet.com>
References: <4E29CE04.9000008@gmail.com>
	<20110725142418.GE2013@jibsheet.com>	<CABMm9-T61ZKKq4_XiKC_W_d5m0ON=utg0RH3ST83zBx3RHpB4A@mail.gmail.com>	<20110725185759.GH2013@jibsheet.com>
	<4E2DDC25.8080306@gmail.com>	<20110725231536.GJ2013@jibsheet.com>
	<4E2E00C0.6050707@gmail.com>	<20110726141038.GE807@jibsheet.com>
	<4E309327.90006@gmail.com> <20110727224314.GN807@jibsheet.com>
Message-ID: <4E3095DE.6010305@gmail.com>

On 07/27/2011 05:43 PM, Kevin Falcone wrote:
> On Wed, Jul 27, 2011 at 05:37:27PM -0500, Scott wrote:
>>     I logged in to rt with the other users' browser (on their pc) and was able to
>>     to add several lines of text.  I then asked another power user to try to add
>>     a line of data and she was able as well (all the lines were preserved).  So
>>     there definitely a acl type issue going on here.  Is there a new right I need to
>>     add?
> What rights do they have and how are they assigned?
> SeeCustomField/ModifyCustomField granted on the CustomField to a group
> that the user was in (and the user's only other rights were ShowTicket
> and CreateTicket on that single queue).
>
> I went with a very trivial configuration, the hard part is likely to
> be understanding your rights configuration

If I click on the CF and then groups and add those rights to everyone, 
would that
help test the issue?


> -kevin
>
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html

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From bjjenni at sandia.gov  Wed Jul 27 19:12:55 2011
From: bjjenni at sandia.gov (Jennings, Barbara)
Date: Wed, 27 Jul 2011 23:12:55 +0000
Subject: [rt-users] how to access content for an attachment in scrip?
Message-ID: <A9A1D24552926045AAC1F5B2E241ACF0119655D5@EXMB03.srn.sandia.gov>

Just checking John, if this worked. We have a problem with attachments as well - we are not able to search for non-text attachments. The search just won't return anything that is non-text.

Barbara Jennings
Sandia National Laboratories - Albuquerque
Organization 6924 - NISAC Support
(505)845-8554
bjjenni at sandia.gov



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From bjjenni at sandia.gov  Wed Jul 27 19:22:28 2011
From: bjjenni at sandia.gov (Jennings, Barbara)
Date: Wed, 27 Jul 2011 23:22:28 +0000
Subject: [rt-users] ExternalAuth - is there a way to assign groups based
 on
Message-ID: <A9A1D24552926045AAC1F5B2E241ACF011965604@EXMB03.srn.sandia.gov>

We are also interested in learning if this capability is possible.

Barbara Jennings
Sandia National Laboratories - Albuquerque
Organization 6924 - NISAC Support
(505)845-8554
bjjenni at sandia.gov



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From falcone at bestpractical.com  Wed Jul 27 19:44:01 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 27 Jul 2011 16:44:01 -0700
Subject: [rt-users] RT 4.0.1 Custom Field -> Wikitext box not saving all
 data.
In-Reply-To: <4E3095DE.6010305@gmail.com>
References: <20110725142418.GE2013@jibsheet.com>
	<CABMm9-T61ZKKq4_XiKC_W_d5m0ON=utg0RH3ST83zBx3RHpB4A@mail.gmail.com>
	<20110725185759.GH2013@jibsheet.com> <4E2DDC25.8080306@gmail.com>
	<20110725231536.GJ2013@jibsheet.com> <4E2E00C0.6050707@gmail.com>
	<20110726141038.GE807@jibsheet.com> <4E309327.90006@gmail.com>
	<20110727224314.GN807@jibsheet.com> <4E3095DE.6010305@gmail.com>
Message-ID: <20110727234401.GO807@jibsheet.com>

On Wed, Jul 27, 2011 at 05:49:02PM -0500, Scott wrote:
>    On 07/27/2011 05:43 PM, Kevin Falcone wrote:
> 
>  On Wed, Jul 27, 2011 at 05:37:27PM -0500, Scott wrote:
> 
>     I logged in to rt with the other users' browser (on their pc) and was able to
>     to add several lines of text.  I then asked another power user to try to add
>     a line of data and she was able as well (all the lines were preserved).  So
>     there definitely a acl type issue going on here.  Is there a new right I need to
>     add?
> 
>  What rights do they have and how are they assigned?
>  SeeCustomField/ModifyCustomField granted on the CustomField to a group
>  that the user was in (and the user's only other rights were ShowTicket
>  and CreateTicket on that single queue).
> 
>  I went with a very trivial configuration, the hard part is likely to
>  be understanding your rights configuration
> 
>    If I click on the CF and then groups and add those rights to everyone, would that
>    help test the issue?

It's much more interesting to me to know how they *currently* get
their ModifyCustomField rights on that CF.

After that, if changing to direct assignment to the CF fixes it, it'll
point to what is going on.

Without knowing how to replicate the failure, it's very hard to write
a test and debug

-kevin
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From plummer at geneseo.edu  Wed Jul 27 19:48:11 2011
From: plummer at geneseo.edu (Shawn M Plummer)
Date: Wed, 27 Jul 2011 19:48:11 -0400
Subject: [rt-users] LDAPImport bug with RT-Authen-ExternalAuth
In-Reply-To: <20110727214024.GK807@jibsheet.com>
References: <62D35384-07CC-422E-91CC-FC2058618F75@geneseo.edu>
	<20110711160159.GV27846@jibsheet.com>
	<9F4BA03A-76E4-46ED-AB79-C4B71A17CFDE@geneseo.edu>
	<20110727214024.GK807@jibsheet.com>
Message-ID: <DD8F5DD2-7DBE-4069-B584-B986CDBC2800@geneseo.edu>

On Jul 27, 2011, at 5:40 PM, Kevin Falcone wrote:

> You've left off a number of useful debugging messages from
> CanonicalizeUserInfo which came right before this.  Without those,
> it's hard to tell what's going on
> 

I set $LogToSyslog to debug in RT_Config and tried again. Is this what you were referring to? Or do I need to turn something on to get better messages from CanonicalizeUserInfo?


Here is everything I got from tailing /var/log/httpd/* and /var/log/message while I attempted to login with the new AD user I created today.

Jul 27 19:44:28 rtdevel RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0, EmailAddress: , Gecos: rttestuser, Name: rttestuser, Privileged: 0 (/opt/rt4devel/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
Jul 27 19:44:28 rtdevel RT: Couldn't create user rttestuser: Could not set user info (/opt/rt4devel/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:129)

==> /var/log/httpd/rt4devel_error_log <==
[Wed Jul 27 19:44:28 2011] [warn] [client 137.238.60.9] mod_fcgid: stderr: [Wed Jul 27 23:44:28 2011] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0, EmailAddress: , Gecos: rttestuser, Name: rttestuser, Privileged: 0 (/opt/rt4devel/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536), referer: https://rtdevel.geneseo.edu/NoAuth/Login.html
[Wed Jul 27 19:44:28 2011] [warn] [client 137.238.60.9] mod_fcgid: stderr: [Wed Jul 27 23:44:28 2011] [error]: Couldn't create user rttestuser: Could not set user info (/opt/rt4devel/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:129), referer: https://rtdevel.geneseo.edu/NoAuth/Login.html
[Wed Jul 27 19:44:28 2011] [warn] [client 137.238.60.9] mod_fcgid: stderr: [Wed Jul 27 23:44:28 2011] [error]: FAILED LOGIN for rttestuser f, referer: https://rtdevel.geneseo.edu/NoAuth/Login.html

==> /var/log/messages <==
Jul 27 19:44:28 rtdevel RT: FAILED LOGIN for rttestuser from 137.238.60.9 (/opt/rt4devel/sbin/../lib/RT/Interface/Web.pm:655)

==> /var/log/httpd/rt4devel_error_log <==
[Wed Jul 27 19:44:31 2011] [warn] [client 137.238.60.9] mod_fcgid: stderr: rom 137.238.60.9 (/opt/rt4devel/sbin/../lib/RT/Interface/Web.pm:655), referer: https://rtdevel.geneseo.edu/NoAuth/Login.html

==> /var/log/httpd/rt4devel_access_log <==
137.238.60.9 - - [27/Jul/2011:19:44:27 -0400] "POST /NoAuth/Login.html HTTP/1.1" 200 4534 "https://rtdevel.geneseo.edu/NoAuth/Login.html" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_7) AppleWebKit/534.48.3 (KHTML, like Gecko) Version/5.1 Safari/534.48.3"




~~~~~~~~~~~~~
Shawn Plummer
Systems Manager
CIT SUNY Geneseo
"The mind can make substance, and people planets of its own with beings brighter than have been, and give a breath to forms which can outlive all flesh." -Lord Byron



From falcone at bestpractical.com  Wed Jul 27 20:06:49 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 27 Jul 2011 17:06:49 -0700
Subject: [rt-users] LDAPImport bug with RT-Authen-ExternalAuth
In-Reply-To: <DD8F5DD2-7DBE-4069-B584-B986CDBC2800@geneseo.edu>
References: <62D35384-07CC-422E-91CC-FC2058618F75@geneseo.edu>
	<20110711160159.GV27846@jibsheet.com>
	<9F4BA03A-76E4-46ED-AB79-C4B71A17CFDE@geneseo.edu>
	<20110727214024.GK807@jibsheet.com>
	<DD8F5DD2-7DBE-4069-B584-B986CDBC2800@geneseo.edu>
Message-ID: <20110728000649.GP807@jibsheet.com>

On Wed, Jul 27, 2011 at 07:48:11PM -0400, Shawn M Plummer wrote:
> On Jul 27, 2011, at 5:40 PM, Kevin Falcone wrote:
> 
> > You've left off a number of useful debugging messages from
> > CanonicalizeUserInfo which came right before this.  Without those,
> > it's hard to tell what's going on
> > 
> 
> I set $LogToSyslog to debug in RT_Config and tried again. Is this what you were referring to? Or do I need to turn something on to get better messages from CanonicalizeUserInfo?

I'd expect to see the output of
  $RT::Logger->debug( (caller(0))[3],
                        "called by",
                        caller,
                        "with:",
                        join(", ", map {sprintf("%s: %s", $_, $args->{$_})}
                            sort(keys(%$args))));

and a reference to every Info service queried

You may want to post your RT-Authen-ExternalAuth config and version

-kevin


> Here is everything I got from tailing /var/log/httpd/* and /var/log/message while I attempted to login with the new AD user I created today.
> 
> Jul 27 19:44:28 rtdevel RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0, EmailAddress: , Gecos: rttestuser, Name: rttestuser, Privileged: 0 (/opt/rt4devel/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
> Jul 27 19:44:28 rtdevel RT: Couldn't create user rttestuser: Could not set user info (/opt/rt4devel/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:129)
> 
> ==> /var/log/httpd/rt4devel_error_log <==
> [Wed Jul 27 19:44:28 2011] [warn] [client 137.238.60.9] mod_fcgid: stderr: [Wed Jul 27 23:44:28 2011] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0, EmailAddress: , Gecos: rttestuser, Name: rttestuser, Privileged: 0 (/opt/rt4devel/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536), referer: https://rtdevel.geneseo.edu/NoAuth/Login.html
> [Wed Jul 27 19:44:28 2011] [warn] [client 137.238.60.9] mod_fcgid: stderr: [Wed Jul 27 23:44:28 2011] [error]: Couldn't create user rttestuser: Could not set user info (/opt/rt4devel/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:129), referer: https://rtdevel.geneseo.edu/NoAuth/Login.html
> [Wed Jul 27 19:44:28 2011] [warn] [client 137.238.60.9] mod_fcgid: stderr: [Wed Jul 27 23:44:28 2011] [error]: FAILED LOGIN for rttestuser f, referer: https://rtdevel.geneseo.edu/NoAuth/Login.html
> 
> ==> /var/log/messages <==
> Jul 27 19:44:28 rtdevel RT: FAILED LOGIN for rttestuser from 137.238.60.9 (/opt/rt4devel/sbin/../lib/RT/Interface/Web.pm:655)
> 
> ==> /var/log/httpd/rt4devel_error_log <==
> [Wed Jul 27 19:44:31 2011] [warn] [client 137.238.60.9] mod_fcgid: stderr: rom 137.238.60.9 (/opt/rt4devel/sbin/../lib/RT/Interface/Web.pm:655), referer: https://rtdevel.geneseo.edu/NoAuth/Login.html
> 
> ==> /var/log/httpd/rt4devel_access_log <==
> 137.238.60.9 - - [27/Jul/2011:19:44:27 -0400] "POST /NoAuth/Login.html HTTP/1.1" 200 4534 "https://rtdevel.geneseo.edu/NoAuth/Login.html" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_7) AppleWebKit/534.48.3 (KHTML, like Gecko) Version/5.1 Safari/534.48.3"
> 
> 
> 
> 
> ~~~~~~~~~~~~~
> Shawn Plummer
> Systems Manager
> CIT SUNY Geneseo
> "The mind can make substance, and people planets of its own with beings brighter than have been, and give a breath to forms which can outlive all flesh." -Lord Byron
> 
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html
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From jfearn at redhat.com  Thu Jul 28 00:10:29 2011
From: jfearn at redhat.com (Jeff Fearn)
Date: Thu, 28 Jul 2011 14:10:29 +1000
Subject: [rt-users] Tuning RT4
In-Reply-To: <32146258.post@talk.nabble.com>
References: <CAE7nvVTc6D+a+mSPSymDAk=K9R=BcMQGCpJBWfxOYWSwEUuhNA@mail.gmail.com>	<20110713200616.GO27846@jibsheet.com>	<32067302.post@talk.nabble.com>
	<32107474.post@talk.nabble.com>	<CAH5r4X8Sz3T8n+mCqPfmp49ixMOMXhN2EsWpv2D1GBDegr_FoQ@mail.gmail.com>	<32132285.post@talk.nabble.com>	<082401cc4ae8$b8686820$29393860$@athompso.net>	<4E2E0A5F.1090006@redhat.com>
	<20110726133237.GC807@jibsheet.com>	<4E2F7C21.1050006@redhat.com>
	<32146258.post@talk.nabble.com>
Message-ID: <4E30E135.30307@redhat.com>

On 07/27/2011 06:38 PM, john s. wrote:
>
>
> Hello Jeffry
>
> Due to your really large RT Environment...
>
> I have tested
>
> rt 4.0.0.1
>
> and rt 3.8.9
>
> only with a few user and tickets ..
>
> maybe rt 4 can handle large rt instances much better than rt 3.8.8 and by
> the othe one is vice versa?
>
> so if this isn't the case could you post your config ? which has sth to be
> with the  actual issue? i think i'll be helpful
>
> best regards john
>
>
>

Sure, not much different from what's in the docs:


--- start /etc/httpd/conf.d/rt.conf ---

Alias /rt "/usr/share/rt/html"
Alias /NoAuth "/usr/share/rt/html/NoAuth"

<Location /rt>
   RedirectMatch permanent (.*)/$ $1/index.html
   SetHandler modperl
   PerlResponseHandler Plack::Handler::Apache2
   PerlSetVar psgi_app /usr/sbin/rt-server

--- snip authentication settings ---

   Order deny,allow
   Allow from localhost localhost.localdomain
   Deny from all
</Location>

<Location /rt/NoAuth/>
	Order deny,allow
	Allow from any
</Location>

<Perl>
   use Plack::Handler::Apache2;
   Plack::Handler::Apache2->preload("/usr/sbin/rt-server");
</Perl>

--- end /etc/httpd/conf.d/rt.conf ---

And here are the general settings:

--- start /etc/rt/RT_SiteConfig.pm ---

Set(%GnuPG, Enable => 0 );
Set($UseSQLForACLChecks, 1);
Set($AutocompleteOwners, 1);
Set($ArticleOnTicketCreate, 1);
Set(@Active_MakeClicky, qw(httpurl));
Set($ParseNewMessageForTicketCcs , 1);
Set($StrictLinkACL, 0);
Set($PluginPath,"/usr/share/rt/plugins");
Set($UseSideBySideLayout, 0);
Set($ChartsTimezonesInDB, 1);
Set($UseTransactionBatch, 1);

---end /etc/rt/RT_SiteConfig.pm ---

Cheers, Jeff.


From sjcjonker at sjc.nl  Thu Jul 28 02:07:31 2011
From: sjcjonker at sjc.nl (Stijn Jonker)
Date: Thu, 28 Jul 2011 08:07:31 +0200
Subject: [rt-users] RT3 - Custom Field search box in at a glance
In-Reply-To: <CAMOxC8uNq5OgKX7c1GyDLhQcmJQJ6beqkOqRybm1f49=AfE3wA@mail.gmail.com>
References: <8B47E730-5DD2-4DB9-8EA7-BF6438BAA5C7@SJC.nl>
	<CAMOxC8uNq5OgKX7c1GyDLhQcmJQJ6beqkOqRybm1f49=AfE3wA@mail.gmail.com>
Message-ID: <F631CAB2-80F1-4695-B396-2A76D5119C64@sjc.nl>

Ruslan & Others,

On 27 Jul 2011, at 18:07, Ruslan Zakirov wrote:

> Take a look into index.html where that input box is processed
> initially. There is a callback to analyze string and implement custom
> action.

I did but, whatever I tried no success; I don't want to scream bug, but maybe call this an undocumented feature.. The issue is that I already modified the Googlish.pm module to add to the section:

    for my $key (@keywords) {

        # Is this a ticket number? If so, go to it.
        # But look into subject as well
        if ( $key =~ m/^\d+$/ ) {
            push @id_clauses, "id = '$key'", "Subject LIKE '$key'", "CF.{ExtTicketId} LIKE '$key'";
        }

the "CF.{ExtTicketId} LIKE '$key'" item, but whatever I did when entering a numeric item it never found anything. Then I found in "Simple.html" the section:

#    if ($q =~ /^#?(\d+)$/) {
#        RT::Interface::Web::Redirect(RT->Config->Get('WebURL')."Ticket/Display.html?id=".$1);
#    }

So any search item entered which solely consists of digits is never searched for but always forces a ticket lookup, this without any fallback to the Googlish search. This also means the code in Googlish.pm is never executed.

But correct me if I'm wrong or it's called from other locations where this is taken into account.

> Want to note that RT4 has better abstraction of simple search and it's
> easier to implement a new syntax there.

I'm aware; however there is no port yet; and rather stay away from x.0 releases out of experience.

> On Wed, Jul 27, 2011 at 8:41 AM, Stijn Jonker <sjcjonker at sjc.nl> wrote:
>> Hi All,
>> 
>> Within our relatively new instance of RT 3.8.10 an custom field is created for the external ticket / reference number. Despite searches, possibly with wrong words, on RT-Users and the Wiki the following question still remains:
>> 
>> The normal search box above doesn't return any matches on the "Ext Ticket #" custom field despite being a global custom field. When performing an query via the query builder searches for a ext ticket number, for instance 11111 works fine and the internal ticket 1030 is returned. When there we have an internal ticket which has the same ID as stored in an other ticket for the ext ticket # then the internal ticket is shown directly.
>> 
>> What we would like to do is present an special search box on the "RT at a glance" page where the search is solely performed on the custom field. Is there any way to do this with the base functions of RT or via an extension?
>> 
>> If this is not available, are there some pointers available how one can create, via a bit a perl or so, an item on the "RT at a glance" page with this search form that will populate a field in a saved search or otherwise?
>> 
>> Thanks in advance,
>> Stijn

--
Yours Sincerly / Met Vriendelijke groet,
Stijn Jonker





From rs at plusw.de  Thu Jul 28 08:40:34 2011
From: rs at plusw.de (Rolf Schaufelberger)
Date: Thu, 28 Jul 2011 14:40:34 +0200
Subject: [rt-users] See all tickes w same domain
Message-ID: <D0B1E49E-7DD7-4657-AF50-4DB18F5A6127@plusw.de>

Hi, 

I have a queue where all  my customers can create tickets (normally by email), 
and when they login they see only their tickets.
Now, if a have a customer where many users create tickets,
how do I have to configure my system, so that all users from a client (company) can see all tickets from that company ?
 
The  association could either be , that the domain part of the email address is the same, or  option 2, the  value of  a ticket custom fileld  has a value of 'blah' , or I could create a group  for that company, assign all users and then show tickets with requestors of that group  ? 

What is the best way to do solve this?

Rolf Schaufelberger







From todd at chaka.net  Thu Jul 28 10:06:39 2011
From: todd at chaka.net (Todd Chapman)
Date: Thu, 28 Jul 2011 10:06:39 -0400
Subject: [rt-users] Where can I find the RT password reset extension for RT
	3.8?
Message-ID: <CAG54imaabHhFrW1kCPiymvcNLH7UQ7c=XPkEbr9+1apx5+4wuw@mail.gmail.com>

Can't seem to locate it on Github or CPAN.

Thanks!


From ruz at bestpractical.com  Thu Jul 28 10:27:39 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 28 Jul 2011 18:27:39 +0400
Subject: [rt-users] Where can I find the RT password reset extension for
 RT 3.8?
In-Reply-To: <CAG54imaabHhFrW1kCPiymvcNLH7UQ7c=XPkEbr9+1apx5+4wuw@mail.gmail.com>
References: <CAG54imaabHhFrW1kCPiymvcNLH7UQ7c=XPkEbr9+1apx5+4wuw@mail.gmail.com>
Message-ID: <CAMOxC8tvmGFXfcSK3yB-5SbjvkRiRP4JzLeoEi5QA+o=B5dBhw@mail.gmail.com>

Hi,

Do you mean web ui "forgot your password?" thing? If so then there is no such :)

On Thu, Jul 28, 2011 at 6:06 PM, Todd Chapman <todd at chaka.net> wrote:
> Can't seem to locate it on Github or CPAN.
>
> Thanks!
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>



-- 
Best regards, Ruslan.


From todd at chaka.net  Thu Jul 28 10:33:43 2011
From: todd at chaka.net (Todd Chapman)
Date: Thu, 28 Jul 2011 10:33:43 -0400
Subject: [rt-users] Where can I find the RT password reset extension for
 RT 3.8?
In-Reply-To: <CAMOxC8tvmGFXfcSK3yB-5SbjvkRiRP4JzLeoEi5QA+o=B5dBhw@mail.gmail.com>
References: <CAG54imaabHhFrW1kCPiymvcNLH7UQ7c=XPkEbr9+1apx5+4wuw@mail.gmail.com>
	<CAMOxC8tvmGFXfcSK3yB-5SbjvkRiRP4JzLeoEi5QA+o=B5dBhw@mail.gmail.com>
Message-ID: <CAG54imbvGNQWsVi_RUpD9Q1ZU1vKZ71WXXpLa4aKnEOMrv5KGg@mail.gmail.com>

Yes. I just found it, installed it, and it works great.

Why is it a secret?

http://search.cpan.org/dist/RT-Extension-ResetPassword/

On Thu, Jul 28, 2011 at 10:27 AM, Ruslan Zakirov <ruz at bestpractical.com> wrote:
> Hi,
>
> Do you mean web ui "forgot your password?" thing? If so then there is no such :)
>
> On Thu, Jul 28, 2011 at 6:06 PM, Todd Chapman <todd at chaka.net> wrote:
>> Can't seem to locate it on Github or CPAN.
>>
>> Thanks!
>>
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
>>
>
>
>
> --
> Best regards, Ruslan.
>


From ruz at bestpractical.com  Thu Jul 28 10:39:15 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 28 Jul 2011 18:39:15 +0400
Subject: [rt-users] RT3 - Custom Field search box in at a glance
In-Reply-To: <F631CAB2-80F1-4695-B396-2A76D5119C64@sjc.nl>
References: <8B47E730-5DD2-4DB9-8EA7-BF6438BAA5C7@SJC.nl>
	<CAMOxC8uNq5OgKX7c1GyDLhQcmJQJ6beqkOqRybm1f49=AfE3wA@mail.gmail.com>
	<F631CAB2-80F1-4695-B396-2A76D5119C64@sjc.nl>
Message-ID: <CAMOxC8svYO0Kb8aerpUrs6VjKPfdQDwKeqcfG1FVfxxruNRpsA@mail.gmail.com>

On Thu, Jul 28, 2011 at 10:07 AM, Stijn Jonker <sjcjonker at sjc.nl> wrote:
> Ruslan & Others,
>
> On 27 Jul 2011, at 18:07, Ruslan Zakirov wrote:
>
>> Take a look into index.html where that input box is processed
>> initially. There is a callback to analyze string and implement custom
>> action.
>
> I did but, whatever I tried no success; I don't want to scream bug, but maybe call this an undocumented feature.. The issue is that I already modified the Googlish.pm module to add to the section:
>
> ? ?for my $key (@keywords) {
>
> ? ? ? ?# Is this a ticket number? If so, go to it.
> ? ? ? ?# But look into subject as well
> ? ? ? ?if ( $key =~ m/^\d+$/ ) {
> ? ? ? ? ? ?push @id_clauses, "id = '$key'", "Subject LIKE '$key'", "CF.{ExtTicketId} LIKE '$key'";
> ? ? ? ?}

This looks good. Did you spell CF name properly. Use quotes around
CF.{...} if name contains fancy characters.

> the "CF.{ExtTicketId} LIKE '$key'" item, but whatever I did when entering a numeric item it never found anything. Then I found in "Simple.html" the section:
>
> # ? ?if ($q =~ /^#?(\d+)$/) {
> # ? ? ? ?RT::Interface::Web::Redirect(RT->Config->Get('WebURL')."Ticket/Display.html?id=".$1);
> # ? ?}

This part is special. If you enter plain number then RT just tries to
load the ticket. It works for most people. In your case you should
disable this bit and do something tricky.

Just clean mason cache, stop and start web server and it should work.

> So any search item entered which solely consists of digits is never searched for but always forces a ticket lookup, this without any fallback to the Googlish search. This also means the code in Googlish.pm is never executed.
>
> But correct me if I'm wrong or it's called from other locations where this is taken into account.

Googleish may be used in rt-crontool.

>> Want to note that RT4 has better abstraction of simple search and it's
>> easier to implement a new syntax there.
>
> I'm aware; however there is no port yet; and rather stay away from x.0 releases out of experience.

ok. Then you have to deal with whatever is in RT3.

-- 
Best regards, Ruslan.


From smithj4 at bnl.gov  Thu Jul 28 10:34:05 2011
From: smithj4 at bnl.gov (Jason A. Smith)
Date: Thu, 28 Jul 2011 10:34:05 -0400
Subject: [rt-users] Where can I find the RT password reset extension for
 RT 3.8?
In-Reply-To: <CAMOxC8tvmGFXfcSK3yB-5SbjvkRiRP4JzLeoEi5QA+o=B5dBhw@mail.gmail.com>
References: <CAG54imaabHhFrW1kCPiymvcNLH7UQ7c=XPkEbr9+1apx5+4wuw@mail.gmail.com>
	<CAMOxC8tvmGFXfcSK3yB-5SbjvkRiRP4JzLeoEi5QA+o=B5dBhw@mail.gmail.com>
Message-ID: <4E31735D.2060402@bnl.gov>

Are you referring to this:

https://github.com/gitpan/RT-Extension-ResetPassword

Got it from the rt wiki:

http://requesttracker.wikia.com/wiki/PasswordReminder

~Jason


On 07/28/2011 10:27 AM, Ruslan Zakirov wrote:
> Hi,
>
> Do you mean web ui "forgot your password?" thing? If so then there is no such :)
>
> On Thu, Jul 28, 2011 at 6:06 PM, Todd Chapman<todd at chaka.net>  wrote:
>> Can't seem to locate it on Github or CPAN.
>>
>> Thanks!
>>
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
>>
>
>
>


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From ruz at bestpractical.com  Thu Jul 28 10:44:16 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 28 Jul 2011 18:44:16 +0400
Subject: [rt-users] Where can I find the RT password reset extension for
 RT 3.8?
In-Reply-To: <CAG54imbvGNQWsVi_RUpD9Q1ZU1vKZ71WXXpLa4aKnEOMrv5KGg@mail.gmail.com>
References: <CAG54imaabHhFrW1kCPiymvcNLH7UQ7c=XPkEbr9+1apx5+4wuw@mail.gmail.com>
	<CAMOxC8tvmGFXfcSK3yB-5SbjvkRiRP4JzLeoEi5QA+o=B5dBhw@mail.gmail.com>
	<CAG54imbvGNQWsVi_RUpD9Q1ZU1vKZ71WXXpLa4aKnEOMrv5KGg@mail.gmail.com>
Message-ID: <CAMOxC8tP60YzGg5je-810QLBhBYGQE+BDD-r69jg6=B7h3Hpqw@mail.gmail.com>

On Thu, Jul 28, 2011 at 6:33 PM, Todd Chapman <todd at chaka.net> wrote:
> Yes. I just found it, installed it, and it works great.
>
> Why is it a secret?
>
> http://search.cpan.org/dist/RT-Extension-ResetPassword/

I didn't know about that extension :)

>
> On Thu, Jul 28, 2011 at 10:27 AM, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>> Hi,
>>
>> Do you mean web ui "forgot your password?" thing? If so then there is no such :)
>>
>> On Thu, Jul 28, 2011 at 6:06 PM, Todd Chapman <todd at chaka.net> wrote:
>>> Can't seem to locate it on Github or CPAN.
>>>
>>> Thanks!
>>>
>>> --------
>>> 2011 Training: http://bestpractical.com/services/training.html
>>>
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>



-- 
Best regards, Ruslan.


From falcone at bestpractical.com  Thu Jul 28 12:40:48 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 28 Jul 2011 09:40:48 -0700
Subject: [rt-users] Where can I find the RT password reset extension for
 RT 3.8?
In-Reply-To: <CAG54imbvGNQWsVi_RUpD9Q1ZU1vKZ71WXXpLa4aKnEOMrv5KGg@mail.gmail.com>
References: <CAG54imaabHhFrW1kCPiymvcNLH7UQ7c=XPkEbr9+1apx5+4wuw@mail.gmail.com>
	<CAMOxC8tvmGFXfcSK3yB-5SbjvkRiRP4JzLeoEi5QA+o=B5dBhw@mail.gmail.com>
	<CAG54imbvGNQWsVi_RUpD9Q1ZU1vKZ71WXXpLa4aKnEOMrv5KGg@mail.gmail.com>
Message-ID: <20110728164048.GA998@jibsheet.com>

On Thu, Jul 28, 2011 at 10:33:43AM -0400, Todd Chapman wrote:
> Yes. I just found it, installed it, and it works great.
> Why is it a secret?
> http://search.cpan.org/dist/RT-Extension-ResetPassword/

It's still in the public svn, because the last time I touched it (to
update for 3.8 compatibility with local/plugins) we weren't converting
everything to github yet.

I suspect it wants more updating for 4, and at that point it'll end up
in git.

-kevin

> On Thu, Jul 28, 2011 at 10:27 AM, Ruslan Zakirov <ruz at bestpractical.com> wrote:
> > Hi,
> >
> > Do you mean web ui "forgot your password?" thing? If so then there is no such :)
> >
> > On Thu, Jul 28, 2011 at 6:06 PM, Todd Chapman <todd at chaka.net> wrote:
> >> Can't seem to locate it on Github or CPAN.


From plummer at geneseo.edu  Thu Jul 28 13:32:40 2011
From: plummer at geneseo.edu (Shawn Plummer)
Date: Thu, 28 Jul 2011 13:32:40 -0400
Subject: [rt-users] LDAPImport bug with RT-Authen-ExternalAuth
In-Reply-To: <20110728000649.GP807@jibsheet.com>
References: <62D35384-07CC-422E-91CC-FC2058618F75@geneseo.edu>
	<20110711160159.GV27846@jibsheet.com>
	<9F4BA03A-76E4-46ED-AB79-C4B71A17CFDE@geneseo.edu>
	<20110727214024.GK807@jibsheet.com>
	<DD8F5DD2-7DBE-4069-B584-B986CDBC2800@geneseo.edu>
	<20110728000649.GP807@jibsheet.com>
Message-ID: <4D868F66-9044-4F2E-98BC-F7579E0B29FF@geneseo.edu>

Here is the RT_Siteconfig entries for ldapimport and external auth

# For the Ldapimport extension
Set($LDAPHost,'server.geneseo.edu');
Set($LDAPUser, 'cn=username,cn=Users,dc=w2k,dc=geneseo,dc=edu');
Set($LDAPPassword, 'password');
Set($LDAPBase, 'cn=Users,dc=w2k,dc=geneseo,dc=edu');
Set($LDAPFilter, '(objectClass=*)');
Set($LDAPMapping,  {Name         => 'sAMAccountName',
                    EmailAddress => 'mail',
                    RealName     => 'displayName',
                    WorkPhone    => 'telephoneNumber',
                    Organization => 'department',
                    Address1 => 'street'
                 });

Set($LDAPGroupName,'Imported Users');
Set($LDAPSkipAutogeneratedGroup, 1);
Set($LDAPUpdateUsers,1);
Set($LDAPUpdateOnly,0);

Set($ExternalAuthPriority,  ['Geneseo_AD']);
Set($ExternalInfoPriority,  ['Geneseo_AD']);
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);
Set($ExternalSettings,{'Geneseo_AD'       =>  {   ## GENERIC SECTION
                       'type'                      =>  'ldap',
                       'server'                    =>  'server.geneseo.edu',
                       # The username RT should use to connect to the LDAP server 
                       'user'                      =>  'cn=username,cn=users,dc=w2k,dc=geneseo,dc=edu',
                       # The password RT should use to connect to the LDAP server
                       'pass'                    =>  'password',
                       #
                       # The LDAP search base
                       'base'                      =>  'cn=Users,DC=w2k,DC=geneseo,DC=edu',
                       #
                       # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
                       # YOU **MUST** SPECIFY A filter AND A d_filter!!
                      #
                       # The filter to use to match RT-Users
                       'filter'                    =>  '(objectClass=*)',
                       # A catch-all example filter: '(objectClass=*)'
                       #
                       # The filter that will only match disabled users
                       'd_filter'                  =>  '(objectClass=FooBarBaz)',
                       # A catch-none example d_filter: '(objectClass=FooBarBaz)'
                       #
                       # Should we try to use TLS to encrypt connections?
                       'tls'                       =>  0,
                       # SSL Version to provide to Net::SSLeay *if* using SSL
                       'ssl_version'               =>  3,
                       # What other args should I pass to Net::LDAP->new($host, at args)?
                       'net_ldap_args'             => [    version =>  3   ],
                       # Does authentication depend on group membership? What group name?
                       #'group'                     =>  'GROUP_NAME',
                       # What is the attribute for the group object that determines membership?
                       #'group_attr'                =>  'GROUP_ATTR',
                       ## RT ATTRIBUTE MATCHING SECTION
                       # The list of RT attributes that uniquely identify a user
                                           # This example shows what you *can* specify.. I recommend reducing this
                       # to just the Name and EmailAddress to save encountering problems later.
                        'attr_match_list'           => [    'sAMAccountName',
                                                            'mail'
                                                        ],
                        # The mapping of RT attributes on to LDAP attributes
                        'attr_map'                  =>  {   'Name' => 'sAMAccountName',
                                                            'EmailAddress' => 'mail',
                                                            'Organization' => 'department',
                                                            'RealName' => 'displayName',
                                                            'ExternalAuthId' => 'sAMAccountName',
                                                            'Gecos' => 'sAMAccountName',
                                                            'WorkPhone' => 'telephoneNumber',
                                                            'Address1' => 'streetAddress',
                                                            'City' => 'l',
                                                            'State' => 'st',
                                                            'Zip' => 'postalCode',
                                                            'Country' => 'co'
                                                        }
                    }
}
);


On Jul 27, 2011, at 8:06 PM, Kevin Falcone wrote:

> On Wed, Jul 27, 2011 at 07:48:11PM -0400, Shawn M Plummer wrote:
>> On Jul 27, 2011, at 5:40 PM, Kevin Falcone wrote:
>> 
>>> You've left off a number of useful debugging messages from
>>> CanonicalizeUserInfo which came right before this.  Without those,
>>> it's hard to tell what's going on
>>> 
>> 
>> I set $LogToSyslog to debug in RT_Config and tried again. Is this what you were referring to? Or do I need to turn something on to get better messages from CanonicalizeUserInfo?
> 
> I'd expect to see the output of
>  $RT::Logger->debug( (caller(0))[3],
>                        "called by",
>                        caller,
>                        "with:",
>                        join(", ", map {sprintf("%s: %s", $_, $args->{$_})}
>                            sort(keys(%$args))));
> 
> and a reference to every Info service queried
> 
> You may want to post your RT-Authen-ExternalAuth config and version
> 
> -kevin
> 
> 
>> Here is everything I got from tailing /var/log/httpd/* and /var/log/message while I attempted to login with the new AD user I created today.
>> 
>> Jul 27 19:44:28 rtdevel RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0, EmailAddress: , Gecos: rttestuser, Name: rttestuser, Privileged: 0 (/opt/rt4devel/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
>> Jul 27 19:44:28 rtdevel RT: Couldn't create user rttestuser: Could not set user info (/opt/rt4devel/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:129)
>> 
>> ==> /var/log/httpd/rt4devel_error_log <==
>> [Wed Jul 27 19:44:28 2011] [warn] [client 137.238.60.9] mod_fcgid: stderr: [Wed Jul 27 23:44:28 2011] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0, EmailAddress: , Gecos: rttestuser, Name: rttestuser, Privileged: 0 (/opt/rt4devel/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536), referer: https://rtdevel.geneseo.edu/NoAuth/Login.html
>> [Wed Jul 27 19:44:28 2011] [warn] [client 137.238.60.9] mod_fcgid: stderr: [Wed Jul 27 23:44:28 2011] [error]: Couldn't create user rttestuser: Could not set user info (/opt/rt4devel/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:129), referer: https://rtdevel.geneseo.edu/NoAuth/Login.html
>> [Wed Jul 27 19:44:28 2011] [warn] [client 137.238.60.9] mod_fcgid: stderr: [Wed Jul 27 23:44:28 2011] [error]: FAILED LOGIN for rttestuser f, referer: https://rtdevel.geneseo.edu/NoAuth/Login.html
>> 
>> ==> /var/log/messages <==
>> Jul 27 19:44:28 rtdevel RT: FAILED LOGIN for rttestuser from 137.238.60.9 (/opt/rt4devel/sbin/../lib/RT/Interface/Web.pm:655)
>> 
>> ==> /var/log/httpd/rt4devel_error_log <==
>> [Wed Jul 27 19:44:31 2011] [warn] [client 137.238.60.9] mod_fcgid: stderr: rom 137.238.60.9 (/opt/rt4devel/sbin/../lib/RT/Interface/Web.pm:655), referer: https://rtdevel.geneseo.edu/NoAuth/Login.html
>> 
>> ==> /var/log/httpd/rt4devel_access_log <==
>> 137.238.60.9 - - [27/Jul/2011:19:44:27 -0400] "POST /NoAuth/Login.html HTTP/1.1" 200 4534 "https://rtdevel.geneseo.edu/NoAuth/Login.html" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_7) AppleWebKit/534.48.3 (KHTML, like Gecko) Version/5.1 Safari/534.48.3"
>> 
>> 
>> 
>> 
>> ~~~~~~~~~~~~~
>> Shawn Plummer
>> Systems Manager
>> CIT SUNY Geneseo
>> "The mind can make substance, and people planets of its own with beings brighter than have been, and give a breath to forms which can outlive all flesh." -Lord Byron
>> 
>> 
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html



From ruz at bestpractical.com  Thu Jul 28 15:50:46 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 28 Jul 2011 23:50:46 +0400
Subject: [rt-users] ExternalAuth - is there a way to assign groups based
	on
In-Reply-To: <A9A1D24552926045AAC1F5B2E241ACF011965604@EXMB03.srn.sandia.gov>
References: <A9A1D24552926045AAC1F5B2E241ACF011965604@EXMB03.srn.sandia.gov>
Message-ID: <CAMOxC8sy8zQQrJs3PZ+b4Gyot1_pQhSLmaH==VaA__khAF3+vw@mail.gmail.com>

On Thu, Jul 28, 2011 at 3:22 AM, Jennings, Barbara <bjjenni at sandia.gov> wrote:
> We are also interested in learning if this capability is possible.

Nope. External auth can not put people into groups.

> Barbara Jennings



-- 
Best regards, Ruslan.


From falcone at bestpractical.com  Thu Jul 28 16:48:27 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 28 Jul 2011 13:48:27 -0700
Subject: [rt-users] ExternalAuth - is there a way to assign groups based
 on
In-Reply-To: <CAMOxC8sy8zQQrJs3PZ+b4Gyot1_pQhSLmaH==VaA__khAF3+vw@mail.gmail.com>
References: <A9A1D24552926045AAC1F5B2E241ACF011965604@EXMB03.srn.sandia.gov>
	<CAMOxC8sy8zQQrJs3PZ+b4Gyot1_pQhSLmaH==VaA__khAF3+vw@mail.gmail.com>
Message-ID: <20110728204827.GA43312@jibsheet.com>

On Thu, Jul 28, 2011 at 11:50:46PM +0400, Ruslan Zakirov wrote:
> On Thu, Jul 28, 2011 at 3:22 AM, Jennings, Barbara <bjjenni at sandia.gov> wrote:
> > We are also interested in learning if this capability is possible.
> 
> Nope. External auth can not put people into groups.

RT-Extension-LDAPImport can put users into groups, as I believe I
mentioned a year ago when this thread was originally asked

http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg27161.html

-kevin
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From dhull at section9.us  Thu Jul 28 17:31:29 2011
From: dhull at section9.us (Damien Hull)
Date: Thu, 28 Jul 2011 13:31:29 -0800
Subject: [rt-users] Installing RT
Message-ID: <7666851677552521067@unknownmsgid>

I would like to install the latest version of RT. Are there any installation
instructions?

I'm running Ubuntu 10.04 LTS. I have installed the older version from the
ubuntu package. It works but I want the mobile interface for my phone.
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From falcone at bestpractical.com  Thu Jul 28 17:36:06 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 28 Jul 2011 14:36:06 -0700
Subject: [rt-users] Installing RT
In-Reply-To: <7666851677552521067@unknownmsgid>
References: <7666851677552521067@unknownmsgid>
Message-ID: <20110728213606.GB43312@jibsheet.com>

On Thu, Jul 28, 2011 at 01:31:29PM -0800, Damien Hull wrote:
>    I would like to install the latest version of RT. Are there any installation instructions?
>    I'm running Ubuntu 10.04 LTS. I have installed the older version from the ubuntu package. It
>    works but I want the mobile interface for my phone.

RT includes complete installation instructions in the README file that
ships as part of the tarball.

-kevin
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From falcone at bestpractical.com  Thu Jul 28 17:36:50 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 28 Jul 2011 14:36:50 -0700
Subject: [rt-users] LDAPImport bug with RT-Authen-ExternalAuth
In-Reply-To: <4D868F66-9044-4F2E-98BC-F7579E0B29FF@geneseo.edu>
References: <62D35384-07CC-422E-91CC-FC2058618F75@geneseo.edu>
	<20110711160159.GV27846@jibsheet.com>
	<9F4BA03A-76E4-46ED-AB79-C4B71A17CFDE@geneseo.edu>
	<20110727214024.GK807@jibsheet.com>
	<DD8F5DD2-7DBE-4069-B584-B986CDBC2800@geneseo.edu>
	<20110728000649.GP807@jibsheet.com>
	<4D868F66-9044-4F2E-98BC-F7579E0B29FF@geneseo.edu>
Message-ID: <20110728213650.GC43312@jibsheet.com>

On Thu, Jul 28, 2011 at 01:32:40PM -0400, Shawn Plummer wrote:
> Here is the RT_Siteconfig entries for ldapimport and external auth

Versions?

Also, any luck finding the expected log messages I note below?

-kevin

> > I'd expect to see the output of
> >  $RT::Logger->debug( (caller(0))[3],
> >                        "called by",
> >                        caller,
> >                        "with:",
> >                        join(", ", map {sprintf("%s: %s", $_, $args->{$_})}
> >                            sort(keys(%$args))));
> > 
> > and a reference to every Info service queried
> > 
> > You may want to post your RT-Authen-ExternalAuth config and version
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From plummer at geneseo.edu  Thu Jul 28 17:43:05 2011
From: plummer at geneseo.edu (Shawn Plummer)
Date: Thu, 28 Jul 2011 17:43:05 -0400
Subject: [rt-users] LDAPImport bug with RT-Authen-ExternalAuth
In-Reply-To: <20110728213650.GC43312@jibsheet.com>
References: <62D35384-07CC-422E-91CC-FC2058618F75@geneseo.edu>
	<20110711160159.GV27846@jibsheet.com>
	<9F4BA03A-76E4-46ED-AB79-C4B71A17CFDE@geneseo.edu>
	<20110727214024.GK807@jibsheet.com>
	<DD8F5DD2-7DBE-4069-B584-B986CDBC2800@geneseo.edu>
	<20110728000649.GP807@jibsheet.com>
	<4D868F66-9044-4F2E-98BC-F7579E0B29FF@geneseo.edu>
	<20110728213650.GC43312@jibsheet.com>
Message-ID: <AF519949-5511-4086-9069-FEDC079123F2@geneseo.edu>

RT 4.0.1 and External Auth 0.9

No luck on the log messages. Do I need to change to log to a file rather than syslog?


On Jul 28, 2011, at 5:36 PM, Kevin Falcone wrote:

> On Thu, Jul 28, 2011 at 01:32:40PM -0400, Shawn Plummer wrote:
>> Here is the RT_Siteconfig entries for ldapimport and external auth
> 
> Versions?
> 
> Also, any luck finding the expected log messages I note below?
> 
> -kevin
> 
>>> I'd expect to see the output of
>>> $RT::Logger->debug( (caller(0))[3],
>>>                       "called by",
>>>                       caller,
>>>                       "with:",
>>>                       join(", ", map {sprintf("%s: %s", $_, $args->{$_})}
>>>                           sort(keys(%$args))));
>>> 
>>> and a reference to every Info service queried
>>> 
>>> You may want to post your RT-Authen-ExternalAuth config and version
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html



From ruz at bestpractical.com  Thu Jul 28 17:56:39 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 29 Jul 2011 01:56:39 +0400
Subject: [rt-users] LDAPImport bug with RT-Authen-ExternalAuth
In-Reply-To: <AF519949-5511-4086-9069-FEDC079123F2@geneseo.edu>
References: <62D35384-07CC-422E-91CC-FC2058618F75@geneseo.edu>
	<20110711160159.GV27846@jibsheet.com>
	<9F4BA03A-76E4-46ED-AB79-C4B71A17CFDE@geneseo.edu>
	<20110727214024.GK807@jibsheet.com>
	<DD8F5DD2-7DBE-4069-B584-B986CDBC2800@geneseo.edu>
	<20110728000649.GP807@jibsheet.com>
	<4D868F66-9044-4F2E-98BC-F7579E0B29FF@geneseo.edu>
	<20110728213650.GC43312@jibsheet.com>
	<AF519949-5511-4086-9069-FEDC079123F2@geneseo.edu>
Message-ID: <CAMOxC8sqyAW6vg6t0GcxgPo7uyne3tp=E6Rh3y1Kc515Afx5MQ@mail.gmail.com>

On Fri, Jul 29, 2011 at 1:43 AM, Shawn Plummer <plummer at geneseo.edu> wrote:
> RT 4.0.1 and External Auth 0.9
>
> No luck on the log messages. Do I need to change to log to a file rather than syslog?

syslog may put messages into different files depending on level and
other properties. Try LogToScreen or LogToFile. Things logged to
screen end up in apache's logs and in console output when you run
command line tools.  Don't use LogToFile in production for a long
time. LogToFile requires users using RT tools on the server to have
permissions on the file.

> On Jul 28, 2011, at 5:36 PM, Kevin Falcone wrote:
>
>> On Thu, Jul 28, 2011 at 01:32:40PM -0400, Shawn Plummer wrote:
>>> Here is the RT_Siteconfig entries for ldapimport and external auth
>>
>> Versions?
>>
>> Also, any luck finding the expected log messages I note below?
>>
>> -kevin
>>
>>>> I'd expect to see the output of
>>>> $RT::Logger->debug( (caller(0))[3],
>>>> ? ? ? ? ? ? ? ? ? ? ? "called by",
>>>> ? ? ? ? ? ? ? ? ? ? ? caller,
>>>> ? ? ? ? ? ? ? ? ? ? ? "with:",
>>>> ? ? ? ? ? ? ? ? ? ? ? join(", ", map {sprintf("%s: %s", $_, $args->{$_})}
>>>> ? ? ? ? ? ? ? ? ? ? ? ? ? sort(keys(%$args))));
>>>>
>>>> and a reference to every Info service queried
>>>>
>>>> You may want to post your RT-Authen-ExternalAuth config and version
>>
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>



-- 
Best regards, Ruslan.


From adisan82 at gmail.com  Fri Jul 29 04:00:40 2011
From: adisan82 at gmail.com (Adrian Stel)
Date: Fri, 29 Jul 2011 10:00:40 +0200
Subject: [rt-users] Problem with login when we using https://
In-Reply-To: <20110721151605.GF1845@jibsheet.com>
References: <CALWHj_Bcw1=Jj0TaeFkbO2eR9bW+z19NnWQ35AUgytDhcRJ9zw@mail.gmail.com>
	<20110720123842.GI71999@jibsheet.com>
	<CALWHj_DBcJ_M_Kp1MJsC-kxJ4+V=rA0WV2gPA=_NHZNDPW7Cog@mail.gmail.com>
	<20110721151605.GF1845@jibsheet.com>
Message-ID: <CALWHj_Bh=tWkDGAs_3WB0bC0oBq78WpqADe3BzcS5HX_xpa1Qw@mail.gmail.com>

Hi,

it does not matter where I click, RT always  log me off.

this is only two of the many examples:

https://rt.ige.psnc.pl/rt/Search/Build.html
https://rt.ige.psnc.pl/rt/Prefs/Other.html

Yes certs works great. When I have CN = RT user name, I will be log in
automatically, problem appears when you try use https:// with CN <> RT
user name and use your user/pass.

Any Idea ?


Best Regards

2011/7/21 Kevin Falcone <falcone at bestpractical.com>:
> On Thu, Jul 21, 2011 at 10:10:31AM +0200, Adrian Stel wrote:
>> Hi Kevin,
>>
>> link after log in:
>> https://rt.ige.psnc.pl/rt/
>>
>> link after log off depends on where I click:
>> https://rt.ige.psnc.pl/rt/Search/Build.html
>> https://rt.ige.psnc.pl/rt/Prefs/Other.html
>
> Is it any link that logs you off, or in particular those two?
> I also note that you say that you're using SSL certs but falling back
> to internal auth. ?Are the SSL certs ever working? ?If not, it's
> entirely possible that RT is clearing your cooking on every page
> because you've told it to get the REMOTE_USER from your SSL certs.
>
> -kevin
>
>> this is log:
>> [Thu Jul 21 08:06:28 2011] [info]: Successful login for adisan from
>> 150.254.149.220
>> (/usr/share/request-tracker3.8/lib/RT/Interface/Web.pm:430)
>> [Thu Jul 21 08:06:29 2011] [error]: gpg: error reading key: public key
>> not found (/usr/share/request-tracker3.8/lib/RT/Crypt/GnuPG.pm:2115)
>> [Thu Jul 21 08:06:29 2011] [error]: gpg: error reading key: public key
>> not found (/usr/share/request-tracker3.8/lib/RT/Crypt/GnuPG.pm:2115)
>> [Thu Jul 21 08:07:12 2011] [info]: Successful login for adisan from
>> 150.254.149.220
>> (/usr/share/request-tracker3.8/lib/RT/Interface/Web.pm:430)
>> [Thu Jul 21 08:07:13 2011] [warning]: Resolver RT::URI::fsck_com_rt
>> could not parse fsck.com-rt://IGE /ticket/99
>> (/usr/share/request-tracker3.8/lib/RT/URI.pm:147)
>> [Thu Jul 21 08:07:13 2011] [warning]: Resolver RT::URI::fsck_com_rt
>> could not parse fsck.com-rt://IGE /ticket/100
>> (/usr/share/request-tracker3.8/lib/RT/URI.pm:147)
>> [Thu Jul 21 08:07:13 2011] [warning]: Resolver RT::URI::fsck_com_rt
>> could not parse fsck.com-rt://IGE /ticket/99
>> (/usr/share/request-tracker3.8/lib/RT/URI.pm:147)
>> [Thu Jul 21 08:07:13 2011] [warning]: Resolver RT::URI::fsck_com_rt
>> could not parse fsck.com-rt://IGE /ticket/100
>> (/usr/share/request-tracker3.8/lib/RT/URI.pm:147)
>> [Thu Jul 21 08:07:13 2011] [warning]: Resolver RT::URI::fsck_com_rt
>> could not parse fsck.com-rt://IGE /ticket/99
>> (/usr/share/request-tracker3.8/lib/RT/URI.pm:147)
>>
>> Adrian
>>
>> 2011/7/20 Kevin Falcone <falcone at bestpractical.com>:
>> > On Wed, Jul 20, 2011 at 01:35:22PM +0200, Adrian Stel wrote:
>> >> we have strange problem, we are using certificates for authentication
>> >> to RT. User name in RT should be the same as your CN. The problem is
>> >> if we have different user name and using https://, in normal case we
>> >> should be able to use user/pass. And we are, but until we click on any
>> >> link. After that we will be automatically logged off.
>> >
>> > Please provide the link before and after the click that logs you off.
>> > You also should provide your configuration and relevant logs.
>> >
>> > -kevin
>> >
>> >
>> > --------
>> > 2011 Training: http://bestpractical.com/services/training.html
>> >
>>
>>
>>
>> --
>> Pozdrawiam
>> Adrian Stelmaszyk
>>
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>



-- 
Pozdrawiam
Adrian Stelmaszyk


From fireskyer at gmx.de  Fri Jul 29 05:23:55 2011
From: fireskyer at gmx.de (john s.)
Date: Fri, 29 Jul 2011 02:23:55 -0700 (PDT)
Subject: [rt-users]  create a ticket without the owner nobody
Message-ID: <32160199.post@talk.nabble.com>


Hello everybody,

Actually we run a rt 3.8 system  

I'm looking for a solution if someone creates an ticket that the user can't
set the owner nobody 

Is it possible ? 

best regards  john 








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From fireskyer at gmx.de  Fri Jul 29 05:32:50 2011
From: fireskyer at gmx.de (john s.)
Date: Fri, 29 Jul 2011 02:32:50 -0700 (PDT)
Subject: [rt-users]  create a ticket without the owner nobody
Message-ID: <32160227.post@talk.nabble.com>


Hello everybody,

Actually we run a rt 3.8 system  

I'm looking for a solution if someone creates an ticket that the user can't
set the owner nobody or any other name only the username should work. 

Is it possible ? 

best regards  john 








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From fireskyer at gmx.de  Fri Jul 29 07:04:16 2011
From: fireskyer at gmx.de (john s.)
Date: Fri, 29 Jul 2011 04:04:16 -0700 (PDT)
Subject: [rt-users]  create a ticket without the owner nobody
Message-ID: <32160426.post@talk.nabble.com>


Hello everybody,

Actually we run a rt 3.8 system  

I'm looking for a solution if someone creates an ticket that the user can't
set the owner nobody or any other name only the username should work. 

Is it possible ? 

best regards  john 








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From fireskyer at gmx.de  Fri Jul 29 08:15:44 2011
From: fireskyer at gmx.de (john s.)
Date: Fri, 29 Jul 2011 05:15:44 -0700 (PDT)
Subject: [rt-users]  create a ticket without the owner nobody
Message-ID: <32160601.post@talk.nabble.com>


Hello everybody,

Actually we run a rt 3.8 system  

I'm looking for a solution if someone creates an ticket that the user can't
set the owner nobody or any other name only the username should work. 

Is it possible ? 

best regards  john 








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From wikus.smit at ccc.ox.ac.uk  Fri Jul 29 08:55:42 2011
From: wikus.smit at ccc.ox.ac.uk (Wikus Smit)
Date: Fri, 29 Jul 2011 13:55:42 +0100
Subject: [rt-users] Problem upgrading database from 3.8.6 to 4.0.1 on Ubuntu
 8.0.4(mysql)
Message-ID: <C1F6430AA5E06845A7E4CCB00CBCEDF64F1461F5E4@EXMBX05.ad.oak.ox.ac.uk>

Hi,

We have upgraded from RT 3.8.6 (Ubuntu 8.0.4, Mysql,Posfix,Apache) to 4.0.1 but ran into a problem whilst upgrading the database. We created a new RT4 database with 'make initialize-database' and imported an rt3 dump with 'mysql -p rt4 < rt3.dump'.

We then ran '/opt/rt4/sbin/rt-setup-database --prompt-for-dba-password --action upgrade' to upgrade the database but received the error below at the upgrading 3.9.1. stage.

Has anyone experienced the same problem or did I maybe miss something out?


Regards,

Wikus


Enter RT version you're upgrading from: 3.8.6

Going to apply following upgrades:
* 3.8.8
* 3.8.9
* 3.9.1
* 3.9.2
* 3.9.3
* 3.9.5
* 3.9.6
* 3.9.7
* 3.9.8
* 4.0.0rc2
* 4.0.0rc4
* 4.0.0rc7
* 4.0.1

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

IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP

Proceed [y/N]:y
Processing 3.8.8
Now inserting data.
Processing 3.8.9
Now inserting data.
Processing 3.9.1
Now inserting data.
[Fri Jul 29 08:03:16 2011] [warning]: Couldn't change Type of Template #1: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:03:16 2011] [warning]: Couldn't change Type of Template #2: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:03:16 2011] [warning]: Couldn't change Type of Template #3: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:03:16 2011] [warning]: Couldn't change Type of Template #4: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:03:16 2011] [warning]: Couldn't change Type of Template #5: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:03:16 2011] [warning]: Couldn't change Type of Template #6: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:03:16 2011] [warning]: Couldn't change Type of Template #7: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:03:16 2011] [warning]: Couldn't change Type of Template #8: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:03:16 2011] [warning]: Couldn't change Type of Template #9: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:03:16 2011] [warning]: Couldn't change Type of Template #10: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:03:16 2011] [warning]: Couldn't change Type of Template #11: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:03:16 2011] [warning]: Couldn't change Type of Template #12: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:03:16 2011] [warning]: Couldn't change Type of Template #13: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:03:16 2011] [warning]: Couldn't change Type of Template #14: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:03:16 2011] [warning]: Couldn't change Type of Template #15: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:03:16 2011] [warning]: Couldn't change Type of Template #16: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:03:16 2011] [warning]: Couldn't change Type of Template #17: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:03:16 2011] [warning]: Couldn't change Type of Template #18: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:03:16 2011] [warning]: Couldn't change Type of Template #19: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:03:16 2011] [warning]: Couldn't change Type of Template #20: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:03:16 2011] [warning]: Couldn't change Type of Template #21: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:03:16 2011] [warning]: Couldn't change Type of Template #22: That is already the current value (./etc/upgrade/3.9.1/content:28)
Processing 3.9.2
Now inserting data.
[Fri Jul 29 08:03:19 2011] [warning]: DBD::mysql::st execute failed: Unknown column 'main.DelegatedBy' in 'where clause' at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm:509)
[Fri Jul 29 08:03:19 2011] [warning]: RT::Handle=HASH(0xa706830) couldn't execute the query 'SELECT main.* FROM ACL main  WHERE (main.DelegatedBy > '0') AND (main.DelegatedFrom > '0') ' at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 522
        DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa706830)', 'SELECT main.* FROM ACL main  WHERE (main.DelegatedBy > \'0\')...') called at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder.pm line 235
        DBIx::SearchBuilder::_DoSearch('RT::ACL=HASH(0xae93978)') called at /opt/rt4/sbin/../lib/RT/SearchBuilder.pm line 320
        RT::SearchBuilder::_DoSearch('RT::ACL=HASH(0xae93978)') called at /opt/rt4/sbin/../lib/RT/ACL.pm line 260
        RT::ACL::_DoSearch('RT::ACL=HASH(0xae93978)') called at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder.pm line 503
        DBIx::SearchBuilder::Next('RT::ACL=HASH(0xae93978)') called at /opt/rt4/sbin/../lib/RT/ACL.pm line 225
       RT::ACL::Next('RT::ACL=HASH(0xae93978)') called at ./etc/upgrade/3.9.2/content line 19
        RT::Handle::__ANON__() called at /opt/rt4/sbin/../lib/RT/Handle.pm line 767
        eval {...} called at /opt/rt4/sbin/../lib/RT/Handle.pm line 767
        RT::Handle::InsertData('RT::Handle=HASH(0xa706830)', './etc/upgrade/3.9.2/content', 'undef') called at /opt/rt4/sbin/rt-setup-database line 292
        main::action_insert('prompt-for-dba-password', 1, 'datafile', 'undef', 'action', 'upgrade', 'datadir', './etc/upgrade/3.9.2', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398
        main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'root') called at /opt/rt4/sbin/rt-setup-database line 197 (/usr/share/perl/5.8/Carp.pm:105)
[Fri Jul 29 08:03:19 2011] [crit]: _DoSearch is not so successful as it still needs redo search, won't call _BuildHash (/opt/rt4/sbin/../lib/RT/ACL.pm:263)
Processing 3.9.3
Now populating database schema.
[Fri Jul 29 08:03:19 2011] [crit]: DBD::mysql::st execute failed: Can't DROP 'DelegatedBy'; check that column/key exists at /opt/rt4/sbin/../lib/RT/Handle.pm line 517. (/opt/rt4/sbin/../lib/RT.pm:340)
DBD::mysql::st execute failed: Can't DROP 'DelegatedBy'; check that column/key exists at /opt/rt4/sbin/../lib/RT/Handle.pm line 517.Jul 29 08:04:10 2011] [warning]: Couldn't change Type of Template #15: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:04:10 2011] [warning]: Couldn't change Type of Template #16: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:04:10 2011] [warning]: Couldn't change Type of Template #17: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:04:10 2011] [warning]: Couldn't change Type of Template #18: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:04:10 2011] [warning]: Couldn't change Type of Template #19: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:04:10 2011] [warning]: Couldn't change Type of Template #20: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:04:10 2011] [warning]: Couldn't change Type of Template #21: That is already the current value (./etc/upgrade/3.9.1/content:28)
[Fri Jul 29 08:04:10 2011] [warning]: Couldn't change Type of Template #22: That is already the current value (./etc/upgrade/3.9.1/content:28)
Processing 3.9.2
Now inserting data.
[Fri Jul 29 08:04:13 2011] [warning]: DBD::mysql::st execute failed: Unknown column 'main.DelegatedBy' in 'where clause' at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm:509)
[Fri Jul 29 08:04:13 2011] [warning]: RT::Handle=HASH(0xa706830) couldn't execute the query 'SELECT main.* FROM ACL main  WHERE (main.DelegatedBy > '0') AND (main.DelegatedFrom > '0') ' at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 522
        DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa706830)', 'SELECT main.* FROM ACL main  WHERE (main.DelegatedBy > \'0\')...') called at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder.pm line 235
        DBIx::SearchBuilder::_DoSearch('RT::ACL=HASH(0xae93978)') called at /opt/rt4/sbin/../lib/RT/SearchBuilder.pm line 320
        RT::SearchBuilder::_DoSearch('RT::ACL=HASH(0xae93978)') called at /opt/rt4/sbin/../lib/RT/ACL.pm line 260
        RT::ACL::_DoSearch('RT::ACL=HASH(0xae93978)') called at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder.pm line 503
        DBIx::SearchBuilder::Next('RT::ACL=HASH(0xae93978)') called at /opt/rt4/sbin/../lib/RT/ACL.pm line 225
        RT::ACL::Next('RT::ACL=HASH(0xae93978)') called at ./etc/upgrade/3.9.2/content line 19
        RT::Handle::__ANON__() called at /opt/rt4/sbin/../lib/RT/Handle.pm line 767
        eval {...} called at /opt/rt4/sbin/../lib/RT/Handle.pm line 767
        RT::Handle::InsertData('RT::Handle=HASH(0xa706830)', './etc/upgrade/3.9.2/content', 'undef') called at /opt/rt4/sbin/rt-setup-database line 292
        main::action_insert('prompt-for-dba-password', 1, 'datafile', 'undef', 'action', 'upgrade', 'datadir', './etc/upgrade/3.9.2', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398
        main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'root') called at /opt/rt4/sbin/rt-setup-database line 197 (/usr/share/perl/5.8/Carp.pm:105)
[Fri Jul 29 08:04:13 2011] [crit]: _DoSearch is not so successful as it still needs redo search, won't call _BuildHash (/opt/rt4/sbin/../lib/RT/ACL.pm:263)
Processing 3.9.3
Now populating database schema.
[Fri Jul 29 08:04:13 2011] [crit]: DBD::mysql::st execute failed: Can't DROP 'DelegatedBy'; check that column/key exists at /opt/rt4/sbin/../lib/RT/Handle.pm line 517. (/opt/rt4/sbin/../lib/RT.pm:340)
DBD::mysql::st execute failed: Can't DROP 'DelegatedBy'; check that column/key exists at /opt/rt4/sbin/../lib/RT/Handle.pm line 517.


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From trs at bestpractical.com  Fri Jul 29 09:36:41 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 29 Jul 2011 09:36:41 -0400
Subject: [rt-users] Problem upgrading database from 3.8.6 to 4.0.1 on
 Ubuntu 8.0.4(mysql)
In-Reply-To: <C1F6430AA5E06845A7E4CCB00CBCEDF64F1461F5E4@EXMBX05.ad.oak.ox.ac.uk>
References: <C1F6430AA5E06845A7E4CCB00CBCEDF64F1461F5E4@EXMBX05.ad.oak.ox.ac.uk>
Message-ID: <4E32B769.8050403@bestpractical.com>

On 07/29/2011 08:55 AM, Wikus Smit wrote:
> We have upgraded from RT 3.8.6 (Ubuntu 8.0.4, Mysql,Posfix,Apache) to
> 4.0.1 but ran into a problem whilst upgrading the database. We created a
> new RT4 database with ?make initialize-database? and imported an rt3
> dump with ?mysql -p rt4 < rt3.dump?.

Importing the RT 3 data into a fresh RT 4 database won't work.  Delete
the rt4 database and simply import your rt3 data into a new database
named rt4.  To put it another way, you're just making an exact copy of
your old rt3 database, but named rt4.  Don't run make
initialize-database.  Then run the upgrade steps, which will upgrade
your database.

You should start by reading our blog post
<http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html> and the
README included with RT.

Thomas


From trs at bestpractical.com  Fri Jul 29 10:47:35 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 29 Jul 2011 10:47:35 -0400
Subject: [rt-users] Problem upgrading database from 3.8.6 to 4.0.1 on
 Ubuntu 8.0.4(mysql)
In-Reply-To: <C1F6430AA5E06845A7E4CCB00CBCEDF64F1461F601@EXMBX05.ad.oak.ox.ac.uk>
References: <C1F6430AA5E06845A7E4CCB00CBCEDF64F1461F5E4@EXMBX05.ad.oak.ox.ac.uk>
	<4E32B769.8050403@bestpractical.com>
	<C1F6430AA5E06845A7E4CCB00CBCEDF64F1461F601@EXMBX05.ad.oak.ox.ac.uk>
Message-ID: <4E32C807.5030105@bestpractical.com>

Please keep all replies on the list.

On 07/29/2011 10:44 AM, Wikus Smit wrote:
> I dropped the rt4 database and tried to import the rt3 database dump
> with 'mysql -p rt4 < rt3.sql ' as suggested but received an 'ERROR
> 1049 (42000): Unknown database 'rt4'' error.
> 
> How can I import the rt3.sql dump file into mysql now that the rt4
> database has been dropped?

This is basic MySQL administration.  Just create an empty database
before hand with:

    create database rt4;

Thomas


From keith.macpherson at gingermonkey.co.uk  Fri Jul 29 11:01:01 2011
From: keith.macpherson at gingermonkey.co.uk (Ginger K)
Date: Fri, 29 Jul 2011 08:01:01 -0700 (PDT)
Subject: [rt-users] "Message body not shown because it is too large."
Message-ID: <32160483.post@talk.nabble.com>


Forgive my late intrusion on this conversation.


Sullivan, Rob wrote:
> 
> I'm seeing some unusual behavior on an RT 3.8.9 system just upgraded
> from 3.6.6.  It has to do with pasting text from Outlook or Word into a
> ticket, and results are different from browser to browser.  Results seem
> to be the same regardless of whether we are using rich or plain text
> formatting.  
>  
> [snip]
> 

I was going nuts with the same issue. Investigating it further, I found the
comment stored in the Contents field in the Attachments table--the
attachment is identified by the second number in the "Download (untitled)"
link. Paste from an Office application includes the xml style sheet that
Microsoft Office apps add to html pages. It's pretty much the same content
seen in a simple html page when Word is HTML editor.

The dangerous route is to update the field with the expected contents while
also updating the Content-Length item in the Headers field. It's a PITA to
put it mildly. I now paste with great caution if the source is a Microsoft
application.

Hope this sheds some light on the question. Not sure what can be done to
remove the extraneous content though.

Keith
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From wikus.smit at ccc.ox.ac.uk  Fri Jul 29 11:05:45 2011
From: wikus.smit at ccc.ox.ac.uk (Wikus Smit)
Date: Fri, 29 Jul 2011 16:05:45 +0100
Subject: [rt-users] Problem upgrading database from 3.8.6 to 4.0.1 on
 Ubuntu 8.0.4(mysql)
In-Reply-To: <4E32C807.5030105@bestpractical.com>
References: <C1F6430AA5E06845A7E4CCB00CBCEDF64F1461F5E4@EXMBX05.ad.oak.ox.ac.uk>
	<4E32B769.8050403@bestpractical.com>
	<C1F6430AA5E06845A7E4CCB00CBCEDF64F1461F601@EXMBX05.ad.oak.ox.ac.uk>
	<4E32C807.5030105@bestpractical.com>
Message-ID: <C1F6430AA5E06845A7E4CCB00CBCEDF64F1461F604@EXMBX05.ad.oak.ox.ac.uk>


Thanks Thomas that worked! - we managed to upgrade to 4.0.1

Regards,

Wikus

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: 29 July 2011 15:48
To: RT Users
Subject: Re: [rt-users] Problem upgrading database from 3.8.6 to 4.0.1 on Ubuntu 8.0.4(mysql)

Please keep all replies on the list.

On 07/29/2011 10:44 AM, Wikus Smit wrote:
> I dropped the rt4 database and tried to import the rt3 database dump 
> with 'mysql -p rt4 < rt3.sql ' as suggested but received an 'ERROR
> 1049 (42000): Unknown database 'rt4'' error.
> 
> How can I import the rt3.sql dump file into mysql now that the rt4 
> database has been dropped?

This is basic MySQL administration.  Just create an empty database before hand with:

    create database rt4;

Thomas

--------
2011 Training: http://bestpractical.com/services/training.html


From odhiambo at gmail.com  Fri Jul 29 11:45:33 2011
From: odhiambo at gmail.com (Odhiambo Washington)
Date: Fri, 29 Jul 2011 18:45:33 +0300
Subject: [rt-users] ExtUtils-MakeMaker-6.58
Message-ID: <CAAdA2WMyfYngEpoLnp3=r1G1LxcQ6fO5CfV+8j1kxCnVXd0KYw@mail.gmail.com>

I am having a strange problem with ExtUtils-MakeMaker-6.58 while trying to
update to rt-4.0.1
Seems like my perl installation is messed up somewhere.
ExtUtils-MakeMaker-6.58 always gets stuck at test 1/20 and I have to kill
it, which messes everything else.
Is there a way out??


Manifying blib/man3/Version::Requirements.3
Manifying blib/man3/CPAN::Meta::Validator.3
Manifying blib/man3/version.3
Manifying blib/man3/ExtUtils::MM_Any.3
  MSCHWERN/ExtUtils-MakeMaker-6.58.tar.gz
  /usr/bin/make -- OK
'YAML' not installed, will not store persistent state
Running make test
PERL_DL_NONLAZY=1 /usr/bin/perl "-Iblib/arch" "-Iblib/lib"
"-MExtUtils::Command::MM" "-e" "test_harness(0, 'blib/lib', 'blib/arch')"
t/*.t
t/00compile.t ............. ok
t/arch_check.t ............ ok
t/backwards.t ............. ok
t/basic.t ................. ok
t/build_man.t ............. ok
t/cd.t .................... ok
t/config.t ................ ok
t/dir_target.t ............ ok
t/FIRST_MAKEFILE.t ........ ok
t/fix_libs.t .............. ok
t/fixin.t ................. ok
t/hints.t ................. ok
t/INST.t .................. ok
t/INST_PREFIX.t ........... ok
t/INSTALL_BASE.t .......... 1/20

I kill it with ctrl+c and I get this:

^C  MSCHWERN/ExtUtils-MakeMaker-6.58.tar.gz
  /usr/bin/make test -- NOT OK
//hint// to see the cpan-testers results for installing this module, try:
  reports MSCHWERN/ExtUtils-MakeMaker-6.58.tar.gz
Running make install
  make test had returned bad status, won't install without force
Running make for A/AV/AVAR/YAML-Syck-1.17.tar.gz
Warning: Prerequisite 'ExtUtils::MakeMaker => 6.42' for
'AVAR/YAML-Syck-1.17.tar.gz' failed when processing
'MSCHWERN/ExtUtils-MakeMaker-6.58.tar.gz' with 'make_test => NO'.
Continuing, but chances to succeed are limited.

  CPAN.pm: Going to build A/AV/AVAR/YAML-Syck-1.17.tar.gz

Checking if your kit is complete...
Looks good
Warning: prerequisite ExtUtils::MakeMaker 6.42 not found. We have unknown
version.
Writing Makefile for YAML::Syck
Warning: Prerequisite 'ExtUtils::MakeMaker => 6.42' for
'AVAR/YAML-Syck-1.17.tar.gz' failed when processing
'MSCHWERN/ExtUtils-MakeMaker-6.58.tar.gz' with 'make_test => NO'.
Continuing, but chances to succeed are limited.
.....



-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
I can't hear you -- I'm using the scrambler.
Please consider the environment before printing this email.
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From joydragon at gmail.com  Fri Jul 29 12:27:31 2011
From: joydragon at gmail.com (Joy Dragon)
Date: Fri, 29 Jul 2011 12:27:31 -0400
Subject: [rt-users] Extract Custom Field Value Debug?
Message-ID: <CALy5=ow4HGPxMtkH30RsShZ63E-11A20c+FNoyafwX_mSDV+5g@mail.gmail.com>

I want to ask a question about this plugin
Does it still work fot RT4?
I'm trying to set it for a specific queue, so I set up a CF, a
template, a scrip. Also I turned on the "ModifyCustomField" right for
everybody, so it doesn't trigger right issues.
It should work with just that right? Am I missing something?
I want to debug it.. how can I do it?
Thanks

Joy Dragon unki no ryoushi


From yan at seiner.com  Fri Jul 29 12:30:59 2011
From: yan at seiner.com (Yan Seiner)
Date: Fri, 29 Jul 2011 09:30:59 -0700 (PDT)
Subject: [rt-users] Case sensitive searching?
Message-ID: <2aa07106c2fab015d4b715f41c7f0d82.squirrel@mail.seiner.com>

I just found some strange behavior in the Ticket Search.

When I try to search on content, it appears to be case sensitive.

Per the MySQL docs, the LIKE operator is case inseinsitive:

http://dev.mysql.com/doc/refman/4.1/en/string-comparison-functions.html

Howner, if I search using

Content LIKE 'phase'

I get a different result than if I search for

Content LIKE 'Phase'

In the former, I get only tickets with the word "phase" in all lower case;
in the latter I get only tickets with the word "Phase" with capitalized
leading "P".

??



From simon.gao at schrodinger.com  Fri Jul 29 13:37:42 2011
From: simon.gao at schrodinger.com (Simon Gao)
Date: Fri, 29 Jul 2011 10:37:42 -0700
Subject: [rt-users] Not add user emails to CC field
In-Reply-To: <20110725230513.GI2013@jibsheet.com>
References: <CAEdtSfSc8rMJyr1u0UUxLeWwtkjXO+zxi1EsXW2A5EXFO-6Wrw@mail.gmail.com>
	<20110725230513.GI2013@jibsheet.com>
Message-ID: <CAEdtSfRM6eKZvM=BoW8y9MphxbNovCMMQV98ahxmVvkq+vLkyQ@mail.gmail.com>

After a ticket is created.

For example:

A ticket created by email, usera at example.com.  This is added to requestors
field. During subsequent correspondences, userb at example2.com is cced. We
don't want add userb at example2.com to the "Cc:" field.  Is this possible?

Simon



On Mon, Jul 25, 2011 at 4:05 PM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Mon, Jul 25, 2011 at 02:31:46PM -0700, Simon Gao wrote:
> >    Is there a way to stop user's email address from being added to CC
> list on RT?
>
> Stop where, during ticket creation by email, from the web ui?
>
> -kevin
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
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From trs at bestpractical.com  Fri Jul 29 13:43:26 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 29 Jul 2011 13:43:26 -0400
Subject: [rt-users] Not add user emails to CC field
In-Reply-To: <CAEdtSfRM6eKZvM=BoW8y9MphxbNovCMMQV98ahxmVvkq+vLkyQ@mail.gmail.com>
References: <CAEdtSfSc8rMJyr1u0UUxLeWwtkjXO+zxi1EsXW2A5EXFO-6Wrw@mail.gmail.com>	<20110725230513.GI2013@jibsheet.com>
	<CAEdtSfRM6eKZvM=BoW8y9MphxbNovCMMQV98ahxmVvkq+vLkyQ@mail.gmail.com>
Message-ID: <4E32F13E.2020203@bestpractical.com>

On 07/29/2011 01:37 PM, Simon Gao wrote:
> After a ticket is created.
> 
> For example:
> 
> A ticket created by email, usera at example.com
> <mailto:usera at example.com>.  This is added to requestors field. During
> subsequent correspondences, userb at example2.com
> <mailto:userb at example2.com> is cced. We don't want add
> userb at example2.com <mailto:userb at example2.com> to the "Cc:" field.  Is
> this possible?

You've turned on the $ParseNewMessageForTicketCcs option.  Turn it off
to stop adding Ccs automatically.

Thomas


From simon.gao at schrodinger.com  Fri Jul 29 13:46:59 2011
From: simon.gao at schrodinger.com (Simon Gao)
Date: Fri, 29 Jul 2011 10:46:59 -0700
Subject: [rt-users] Not add user emails to CC field
In-Reply-To: <4E32F13E.2020203@bestpractical.com>
References: <CAEdtSfSc8rMJyr1u0UUxLeWwtkjXO+zxi1EsXW2A5EXFO-6Wrw@mail.gmail.com>
	<20110725230513.GI2013@jibsheet.com>
	<CAEdtSfRM6eKZvM=BoW8y9MphxbNovCMMQV98ahxmVvkq+vLkyQ@mail.gmail.com>
	<4E32F13E.2020203@bestpractical.com>
Message-ID: <CAEdtSfTjBNmwVu53c5Rg=LuGj5JjFb0QWWPQjFihz8nAA4L_Dw@mail.gmail.com>

On Fri, Jul 29, 2011 at 10:43 AM, Thomas Sibley <trs at bestpractical.com>wrote:

> On 07/29/2011 01:37 PM, Simon Gao wrote:
> > After a ticket is created.
> >
> > For example:
> >
> > A ticket created by email, usera at example.com
> > <mailto:usera at example.com>.  This is added to requestors field. During
> > subsequent correspondences, userb at example2.com
> > <mailto:userb at example2.com> is cced. We don't want add
> > userb at example2.com <mailto:userb at example2.com> to the "Cc:" field.  Is
> > this possible?
>
> You've turned on the $ParseNewMessageForTicketCcs option.  Turn it off
> to stop adding Ccs automatically.
>
> Thomas
>
> Can this done per queue based?

Simon
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From trs at bestpractical.com  Fri Jul 29 13:48:53 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 29 Jul 2011 13:48:53 -0400
Subject: [rt-users] Not add user emails to CC field
In-Reply-To: <CAEdtSfTjBNmwVu53c5Rg=LuGj5JjFb0QWWPQjFihz8nAA4L_Dw@mail.gmail.com>
References: <CAEdtSfSc8rMJyr1u0UUxLeWwtkjXO+zxi1EsXW2A5EXFO-6Wrw@mail.gmail.com>	<20110725230513.GI2013@jibsheet.com>	<CAEdtSfRM6eKZvM=BoW8y9MphxbNovCMMQV98ahxmVvkq+vLkyQ@mail.gmail.com>	<4E32F13E.2020203@bestpractical.com>
	<CAEdtSfTjBNmwVu53c5Rg=LuGj5JjFb0QWWPQjFihz8nAA4L_Dw@mail.gmail.com>
Message-ID: <4E32F285.5000702@bestpractical.com>

On 07/29/2011 01:46 PM, Simon Gao wrote:
> Can this done per queue based?

Not without modifying RT's code.

Thomas


From simon.gao at schrodinger.com  Fri Jul 29 14:16:36 2011
From: simon.gao at schrodinger.com (Simon Gao)
Date: Fri, 29 Jul 2011 11:16:36 -0700
Subject: [rt-users] Not add user emails to CC field
In-Reply-To: <4E32F285.5000702@bestpractical.com>
References: <CAEdtSfSc8rMJyr1u0UUxLeWwtkjXO+zxi1EsXW2A5EXFO-6Wrw@mail.gmail.com>
	<20110725230513.GI2013@jibsheet.com>
	<CAEdtSfRM6eKZvM=BoW8y9MphxbNovCMMQV98ahxmVvkq+vLkyQ@mail.gmail.com>
	<4E32F13E.2020203@bestpractical.com>
	<CAEdtSfTjBNmwVu53c5Rg=LuGj5JjFb0QWWPQjFihz8nAA4L_Dw@mail.gmail.com>
	<4E32F285.5000702@bestpractical.com>
Message-ID: <CAEdtSfRwqpgzpxaehVLxoFV=gPUH2RU70ccJy3Bhjxm84p_oEg@mail.gmail.com>

What about RT 4?

Simon

On Fri, Jul 29, 2011 at 10:48 AM, Thomas Sibley <trs at bestpractical.com>wrote:

> On 07/29/2011 01:46 PM, Simon Gao wrote:
> > Can this done per queue based?
>
> Not without modifying RT's code.
>
> Thomas
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
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From trs at bestpractical.com  Fri Jul 29 14:20:15 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 29 Jul 2011 14:20:15 -0400
Subject: [rt-users] Not add user emails to CC field
In-Reply-To: <CAEdtSfRwqpgzpxaehVLxoFV=gPUH2RU70ccJy3Bhjxm84p_oEg@mail.gmail.com>
References: <CAEdtSfSc8rMJyr1u0UUxLeWwtkjXO+zxi1EsXW2A5EXFO-6Wrw@mail.gmail.com>	<20110725230513.GI2013@jibsheet.com>	<CAEdtSfRM6eKZvM=BoW8y9MphxbNovCMMQV98ahxmVvkq+vLkyQ@mail.gmail.com>	<4E32F13E.2020203@bestpractical.com>	<CAEdtSfTjBNmwVu53c5Rg=LuGj5JjFb0QWWPQjFihz8nAA4L_Dw@mail.gmail.com>	<4E32F285.5000702@bestpractical.com>
	<CAEdtSfRwqpgzpxaehVLxoFV=gPUH2RU70ccJy3Bhjxm84p_oEg@mail.gmail.com>
Message-ID: <4E32F9DF.5060705@bestpractical.com>

On 07/29/2011 02:16 PM, Simon Gao wrote:
> What about RT 4?

No.  I was basing my answer off of 4 anyway since you never specified an
RT version.

Thomas


From falcone at bestpractical.com  Fri Jul 29 15:17:29 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 29 Jul 2011 12:17:29 -0700
Subject: [rt-users] Problem with login when we using https://
In-Reply-To: <CALWHj_Bh=tWkDGAs_3WB0bC0oBq78WpqADe3BzcS5HX_xpa1Qw@mail.gmail.com>
References: <CALWHj_Bcw1=Jj0TaeFkbO2eR9bW+z19NnWQ35AUgytDhcRJ9zw@mail.gmail.com>
	<20110720123842.GI71999@jibsheet.com>
	<CALWHj_DBcJ_M_Kp1MJsC-kxJ4+V=rA0WV2gPA=_NHZNDPW7Cog@mail.gmail.com>
	<20110721151605.GF1845@jibsheet.com>
	<CALWHj_Bh=tWkDGAs_3WB0bC0oBq78WpqADe3BzcS5HX_xpa1Qw@mail.gmail.com>
Message-ID: <20110729191729.GD43312@jibsheet.com>

On Fri, Jul 29, 2011 at 10:00:40AM +0200, Adrian Stel wrote:
> Yes certs works great. When I have CN = RT user name, I will be log in
> automatically, problem appears when you try use https:// with CN <> RT
> user name and use your user/pass.

I bet RT is clearing your cookie when CN <> RT on every request.
Try turning off WebExternalAuthContinuous and seeing if that helps,
but understand the consequences.

Alternately, you can provide 2 VirtualHosts for RT and just have users
who can't use Certs log in on the other one.  This is a common
solution to provide an alternate domain where you can log in as root

-kevin

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From falcone at bestpractical.com  Fri Jul 29 15:18:55 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 29 Jul 2011 12:18:55 -0700
Subject: [rt-users] Extract Custom Field Value Debug?
In-Reply-To: <CALy5=ow4HGPxMtkH30RsShZ63E-11A20c+FNoyafwX_mSDV+5g@mail.gmail.com>
References: <CALy5=ow4HGPxMtkH30RsShZ63E-11A20c+FNoyafwX_mSDV+5g@mail.gmail.com>
Message-ID: <20110729191855.GE43312@jibsheet.com>

On Fri, Jul 29, 2011 at 12:27:31PM -0400, Joy Dragon wrote:
> I want to ask a question about this plugin
> Does it still work fot RT4?
> I'm trying to set it for a specific queue, so I set up a CF, a
> template, a scrip. Also I turned on the "ModifyCustomField" right for
> everybody, so it doesn't trigger right issues.
> It should work with just that right? Am I missing something?
> I want to debug it.. how can I do it?

Turn your Logs up to debug

-kevin
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From falcone at bestpractical.com  Fri Jul 29 15:23:27 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 29 Jul 2011 12:23:27 -0700
Subject: [rt-users] Case sensitive searching?
In-Reply-To: <2aa07106c2fab015d4b715f41c7f0d82.squirrel@mail.seiner.com>
References: <2aa07106c2fab015d4b715f41c7f0d82.squirrel@mail.seiner.com>
Message-ID: <20110729192327.GF43312@jibsheet.com>

On Fri, Jul 29, 2011 at 09:30:59AM -0700, Yan Seiner wrote:
> I just found some strange behavior in the Ticket Search.
> 
> When I try to search on content, it appears to be case sensitive.
> 
> Per the MySQL docs, the LIKE operator is case inseinsitive:
> 
> http://dev.mysql.com/doc/refman/4.1/en/string-comparison-functions.html

Check the type of the Content field, that will probably explain part
of it.  Also check your collation.  Be careful changing your
collation, and please don't change the type of the Content field.

If you're on RT4 you should really be setting up and using the sphinx
integration if you can, since Content like 'foo' is *really* slow.

-kevin

> Howner, if I search using
> 
> Content LIKE 'phase'
> 
> I get a different result than if I search for
> 
> Content LIKE 'Phase'
> 
> In the former, I get only tickets with the word "phase" in all lower case;
> in the latter I get only tickets with the word "Phase" with capitalized
> leading "P".
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From dhull at section9.us  Fri Jul 29 15:32:00 2011
From: dhull at section9.us (Damien Hull)
Date: Fri, 29 Jul 2011 11:32:00 -0800
Subject: [rt-users] Compiling RT
Message-ID: <-3728983410031850491@unknownmsgid>

I'm trying to compile RT but I'm running into trouble. I'm running Ubuntu
10.04 LTS. Here's how I'm configuring RT 4.0.1.

#!/bin/bash
#
#

# configure
env PERL=/usr/local/perl/bin/perl ./configure \
--enable-graphviz --enable-gd \
--disable-gpg \
--with-web-user=www-data --with-web-group=www-data \
--with-db-type=mysql \
--with-db-dba=root \
--with-db-database=rt \
--with-db-rt-user=rt \
--with-db-rt-pass=password

Everything is fine until I try to fix dependencies. Some of the perl modules
don't get installed. I'm also wondering if the options I've selected are
correct.

Can someone point me in the right direction? Thanks...
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From falcone at bestpractical.com  Fri Jul 29 15:29:57 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 29 Jul 2011 12:29:57 -0700
Subject: [rt-users] Not add user emails to CC field
In-Reply-To: <CAEdtSfRM6eKZvM=BoW8y9MphxbNovCMMQV98ahxmVvkq+vLkyQ@mail.gmail.com>
References: <CAEdtSfSc8rMJyr1u0UUxLeWwtkjXO+zxi1EsXW2A5EXFO-6Wrw@mail.gmail.com>
	<20110725230513.GI2013@jibsheet.com>
	<CAEdtSfRM6eKZvM=BoW8y9MphxbNovCMMQV98ahxmVvkq+vLkyQ@mail.gmail.com>
Message-ID: <20110729192957.GG43312@jibsheet.com>

On Fri, Jul 29, 2011 at 10:37:42AM -0700, Simon Gao wrote:
>    After a ticket is created.
> 
>    For example:
> 
>    A ticket created by email, [1]usera at example.com. This is added to requestors field. During
>    subsequent correspondences, [2]userb at example2.com is cced. We don't want add
>    [3]userb at example2.com to the "Cc:" field. Is this possible?

They're CC'ed from normal mail?

If you're doing it in the webui, just make sure to use one-time-cc not
normal Cc

If it's happening form normal mail, then you've modified RT and either
added the patch or scrip from the wiki that add Ccs to the ticket on
correspondence.

RT does not offer that behavior out of the box, the
ParseNewMessageForTicketCcs config option is actually create only.

Being able to add yourself to a ticket just by sending mail to it
opens ways to gain privileges by making yourself a requestor or a Cc
of a ticket you shouldn't be able to see. 

-kevin
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From ruz at bestpractical.com  Fri Jul 29 16:23:15 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 30 Jul 2011 00:23:15 +0400
Subject: [rt-users] Compiling RT
In-Reply-To: <-3728983410031850491@unknownmsgid>
References: <-3728983410031850491@unknownmsgid>
Message-ID: <CAMOxC8v43egaRps3AXCCdEhddTa1+vveWGqTpEFiSXgHuqfrvw@mail.gmail.com>

Hi,

On Fri, Jul 29, 2011 at 11:32 PM, Damien Hull <dhull at section9.us> wrote:
> I'm trying to compile RT but I'm running into trouble. I'm running Ubuntu
> 10.04 LTS. Here's how I'm configuring RT 4.0.1.
> #!/bin/bash
> #
> #
>
> # configure
> env PERL=/usr/local/perl/bin/perl ./configure \
> --enable-graphviz --enable-gd \
> --disable-gpg \
> --with-web-user=www-data --with-web-group=www-data \
> --with-db-type=mysql \
> --with-db-dba=root \
> --with-db-database=rt \
> --with-db-rt-user=rt \
> --with-db-rt-pass=password
>
> Everything is fine until I try to fix dependencies. Some of the perl modules
> don't get installed. I'm also wondering if the options I've selected are
> correct.

Automatic fixing dependencies is a helper, not a solution. There are
plenty of reasons for it to fail. Post errors.

> Can someone point me in the right direction? Thanks...
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Fri Jul 29 16:25:33 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 30 Jul 2011 00:25:33 +0400
Subject: [rt-users] Case sensitive searching?
In-Reply-To: <20110729192327.GF43312@jibsheet.com>
References: <2aa07106c2fab015d4b715f41c7f0d82.squirrel@mail.seiner.com>
	<20110729192327.GF43312@jibsheet.com>
Message-ID: <CAMOxC8uTiK9AqweFOL=88CcVs+iKYcJLdMBcySJerOg2Jcn23w@mail.gmail.com>

On Fri, Jul 29, 2011 at 11:23 PM, Kevin Falcone
<falcone at bestpractical.com> wrote:
> On Fri, Jul 29, 2011 at 09:30:59AM -0700, Yan Seiner wrote:
>> I just found some strange behavior in the Ticket Search.
>>
>> When I try to search on content, it appears to be case sensitive.
>>
>> Per the MySQL docs, the LIKE operator is case inseinsitive:
>>
>> http://dev.mysql.com/doc/refman/4.1/en/string-comparison-functions.html
>
> Check the type of the Content field, that will probably explain part
> of it. ?Also check your collation. ?Be careful changing your
> collation, and please don't change the type of the Content field.

In RT3.8 Content is a BLOB column and it's how it should be. So search
is binary and case sensitive.

> If you're on RT4 you should really be setting up and using the sphinx
> integration if you can, since Content like 'foo' is *really* slow.
>
> -kevin
>
>> Howner, if I search using
>>
>> Content LIKE 'phase'
>>
>> I get a different result than if I search for
>>
>> Content LIKE 'Phase'
>>
>> In the former, I get only tickets with the word "phase" in all lower case;
>> in the latter I get only tickets with the word "Phase" with capitalized
>> leading "P".
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>



-- 
Best regards, Ruslan.


From simon.gao at schrodinger.com  Fri Jul 29 16:45:00 2011
From: simon.gao at schrodinger.com (Simon Gao)
Date: Fri, 29 Jul 2011 13:45:00 -0700
Subject: [rt-users] Not add user emails to CC field
In-Reply-To: <20110729192957.GG43312@jibsheet.com>
References: <CAEdtSfSc8rMJyr1u0UUxLeWwtkjXO+zxi1EsXW2A5EXFO-6Wrw@mail.gmail.com>
	<20110725230513.GI2013@jibsheet.com>
	<CAEdtSfRM6eKZvM=BoW8y9MphxbNovCMMQV98ahxmVvkq+vLkyQ@mail.gmail.com>
	<20110729192957.GG43312@jibsheet.com>
Message-ID: <CAEdtSfQKhgA4vJdHRtDJnnLkKed8HNmkiEDJN0gvpoiZTB6TTg@mail.gmail.com>

On Fri, Jul 29, 2011 at 12:29 PM, Kevin Falcone
<falcone at bestpractical.com>wrote:

> On Fri, Jul 29, 2011 at 10:37:42AM -0700, Simon Gao wrote:
> >    After a ticket is created.
> >
> >    For example:
> >
> >    A ticket created by email, [1]usera at example.com. This is added to
> requestors field. During
> >    subsequent correspondences, [2]userb at example2.com is cced. We don't
> want add
> >    [3]userb at example2.com to the "Cc:" field. Is this possible?
>
> They're CC'ed from normal mail?
>
> If you're doing it in the webui, just make sure to use one-time-cc not
> normal Cc
>
> If it's happening form normal mail, then you've modified RT and either
> added the patch or scrip from the wiki that add Ccs to the ticket on
> correspondence.
>
> It's from normal mail.  What's the particular scrip called?

Simon
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From lab at pacbell.net  Fri Jul 29 16:55:55 2011
From: lab at pacbell.net (20/20 Lab)
Date: Fri, 29 Jul 2011 13:55:55 -0700
Subject: [rt-users] Compiling RT
In-Reply-To: <CAMOxC8v43egaRps3AXCCdEhddTa1+vveWGqTpEFiSXgHuqfrvw@mail.gmail.com>
References: <-3728983410031850491@unknownmsgid>
	<CAMOxC8v43egaRps3AXCCdEhddTa1+vveWGqTpEFiSXgHuqfrvw@mail.gmail.com>
Message-ID: <4E331E5B.7040604@pacbell.net>

On 07/29/2011 1:23 PM, Ruslan Zakirov wrote:
> Hi,
>
> On Fri, Jul 29, 2011 at 11:32 PM, Damien Hull<dhull at section9.us>  wrote:
>> I'm trying to compile RT but I'm running into trouble. I'm running Ubuntu
>> 10.04 LTS. Here's how I'm configuring RT 4.0.1.
>> #!/bin/bash
>> #
>> #
>>
>> # configure
>> env PERL=/usr/local/perl/bin/perl ./configure \
>> --enable-graphviz --enable-gd \
>> --disable-gpg \
>> --with-web-user=www-data --with-web-group=www-data \
>> --with-db-type=mysql \
>> --with-db-dba=root \
>> --with-db-database=rt \
>> --with-db-rt-user=rt \
>> --with-db-rt-pass=password
>>
>> Everything is fine until I try to fix dependencies. Some of the perl modules
>> don't get installed. I'm also wondering if the options I've selected are
>> correct.
> Automatic fixing dependencies is a helper, not a solution. There are
> plenty of reasons for it to fail. Post errors.
>
>> Can someone point me in the right direction? Thanks...
>>
>> --------
>> 2011 Training: http://bestpractical.com/services/training.html
>>
>
>
I remember when I set this up, there were a number of dependencies that 
I used CPAN to install, and there were around four that I had to 
manually download and install.

Ideally, it will say something along the lines of 'can not find 
XXX::XXX' which you would just cpan XXX::XXXX.   Now for the few that 
don't install;  I grabbed them from the cpan site anyway, manually 
compiled and installed.  Not sure how long it took, as I was working on 
other systems and machines at the time and came back every 10~30mins to 
check on it and do the next step.

Hope this helps.

-Matt


From ruz at bestpractical.com  Fri Jul 29 18:04:53 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 30 Jul 2011 02:04:53 +0400
Subject: [rt-users] ExtUtils-MakeMaker-6.58
In-Reply-To: <CAAdA2WMyfYngEpoLnp3=r1G1LxcQ6fO5CfV+8j1kxCnVXd0KYw@mail.gmail.com>
References: <CAAdA2WMyfYngEpoLnp3=r1G1LxcQ6fO5CfV+8j1kxCnVXd0KYw@mail.gmail.com>
Message-ID: <CAMOxC8s9zMSUcjrY6YmjEwM6Z_b87jSo6y8tV28hdDy4DbJLuQ@mail.gmail.com>

On Fri, Jul 29, 2011 at 7:45 PM, Odhiambo Washington <odhiambo at gmail.com>wrote:

> I am having a strange problem with ExtUtils-MakeMaker-6.58 while trying to
> update to rt-4.0.1
> Seems like my perl installation is messed up somewhere.
> ExtUtils-MakeMaker-6.58 always gets stuck at test 1/20 and I have to kill
> it, which messes everything else.
> Is there a way out??
>

 This module required to install other modules. Probably some module needs
newer version, but it can be lower version, for example 6.53, not 6.58. As
workaround you can try lower version. Download it manually from CPAN and
try. Also, report bug via rt.cpan.org.

-- 
Best regards, Ruslan.
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From ruz at bestpractical.com  Fri Jul 29 18:19:13 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 30 Jul 2011 02:19:13 +0400
Subject: [rt-users] Problem upgrading database from 3.8.6 to 4.0.1 on
 Ubuntu 8.0.4(mysql)
In-Reply-To: <4E32C807.5030105@bestpractical.com>
References: <C1F6430AA5E06845A7E4CCB00CBCEDF64F1461F5E4@EXMBX05.ad.oak.ox.ac.uk>
	<4E32B769.8050403@bestpractical.com>
	<C1F6430AA5E06845A7E4CCB00CBCEDF64F1461F601@EXMBX05.ad.oak.ox.ac.uk>
	<4E32C807.5030105@bestpractical.com>
Message-ID: <CAMOxC8u25mVW2-HBpj=ghJhZoie7DaqNSGTmHjK3_RvT8BGZJg@mail.gmail.com>

On Fri, Jul 29, 2011 at 6:47 PM, Thomas Sibley <trs at bestpractical.com> wrote:
> On 07/29/2011 10:44 AM, Wikus Smit wrote:
>> I dropped the rt4 database and tried to import the rt3 database dump
>> with 'mysql -p rt4 < rt3.sql ' as suggested but received an 'ERROR
>> 1049 (42000): Unknown database 'rt4'' error.
>>
>> How can I import the rt3.sql dump file into mysql now that the rt4
>> database has been dropped?
>
> This is basic MySQL administration. ?Just create an empty database
> before hand with:
>
> ? ?create database rt4;

In addition to this command people should setup permissions for
rt_user on this new database. Wikus got lucky as `make
initialize-database` setups permissions and 'drop database rt4;'
doesn't clear them.

rt-setup-database tool can be used to create database and grant required rights:

sbin/rt-setup-database --help
sbin/rt-setup-database --action 'create,acl' --datadir etc/ ... other
options ...

This works for mysql.

-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Fri Jul 29 19:41:47 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 30 Jul 2011 03:41:47 +0400
Subject: [rt-users] View queue via the web w/o ticket creation ability
In-Reply-To: <20110727210622.GI807@jibsheet.com>
References: <5F19CDCEAD058D4FBF20FF116E61885D014AEC62922B@OITMXCMS03VI.AD.UMD.EDU>
	<20110726184958.GF807@jibsheet.com>
	<5F19CDCEAD058D4FBF20FF116E61885D014AEC62924E@OITMXCMS03VI.AD.UMD.EDU>
	<CAMOxC8t2XsHdZ2etKB6-TwGrFHiemESn2j0FobA_y65e6=OoEw@mail.gmail.com>
	<5F19CDCEAD058D4FBF20FF116E61885D014AEC62932C@OITMXCMS03VI.AD.UMD.EDU>
	<20110727210622.GI807@jibsheet.com>
Message-ID: <CAMOxC8ubxBJ1y5v24LHH7p801jcOzDPKCFDn+Jw2zuKpMT18Vg@mail.gmail.com>

On Thu, Jul 28, 2011 at 1:06 AM, Kevin Falcone
<falcone at bestpractical.com> wrote:
> On Wed, Jul 27, 2011 at 09:59:39AM -0400, Kevin Garfield Robinson wrote:
>> Yes, probably it shouldn't be displayed if the user doesn't have the
>> permission, the current queue box next to it does show up empty,
>> however it produces an RT Error page when clicked.
>
> I'm not sure how hard that would be to hide, it's worth filing a bug
> so we can look at it for a future release


http://issues.bestpractical.com/?user=guest&pass=guest&q=18066

>
> -kevin
>
>> -----Original Message-----
>> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
>> Sent: Wednesday, July 27, 2011 8:31 AM
>> To: Kevin Garfield Robinson
>> Cc: Kevin Falcone; rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] View queue via the web w/o ticket creation ability
>>
>> Hi,
>>
>> If this user has no queues he can create tickets in then probably this
>> button shouldn't be displayed at all. Is it the case?
>>
>> On Tue, Jul 26, 2011 at 11:16 PM, Kevin Garfield Robinson
>> <kevgrob at umd.edu> wrote:
>> > Thank you very much Kevin; that did the trick. ?Quick question, is there a way for the system to respond with "Permission Denied" when clicking on "New Ticket in", other than the error message "Queue could not be loaded."? I was hoping the system would respond similarly to when Take a ticket is clicked on; just wondering if the error response could be easily altered.
>> >
>> > Thanks again!!!!
>> >
>> > -----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, July 26, 2011 2:50 PM
>> > To: rt-users at lists.bestpractical.com
>> > Subject: Re: [rt-users] View queue via the web w/o ticket creation ability
>> >
>> > On Tue, Jul 26, 2011 at 02:38:45PM -0400, Kevin Garfield Robinson wrote:
>> >> ? ?I know that in order to allow tickets to be created the CreateTicket permission has to be
>> >> ? ?given to Everyone. ? Like most permission schemes, is there a permission override option for
>> >
>> > That isn't true. You only have to give it to Everyone or Unprivileged if you want users without existing accounts in RT to be able to create tickets by email.
>> >
>> >> ? ?everyone where I could explicitly state that a particular doesn't have the right to create a
>> >> ? ?ticket, but everyone else does?
>> >
>> > Grant Unprivileged the CreateTicket right, put all your other Privileged users in a group and give them CreateTicket. ?Then create your readonly Privileged user and don't add them to the group that has CreateTicket.
>> >
>> > -kevin
>> >
>> > --------
>> > 2011 Training: http://bestpractical.com/services/training.html
>> >
>>
>>
>>
>> --
>> Best regards, Ruslan.
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>



-- 
Best regards, Ruslan.


From falcone at bestpractical.com  Fri Jul 29 22:14:09 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 29 Jul 2011 19:14:09 -0700
Subject: [rt-users] Not add user emails to CC field
In-Reply-To: <CAEdtSfQKhgA4vJdHRtDJnnLkKed8HNmkiEDJN0gvpoiZTB6TTg@mail.gmail.com>
References: <CAEdtSfSc8rMJyr1u0UUxLeWwtkjXO+zxi1EsXW2A5EXFO-6Wrw@mail.gmail.com>
	<20110725230513.GI2013@jibsheet.com>
	<CAEdtSfRM6eKZvM=BoW8y9MphxbNovCMMQV98ahxmVvkq+vLkyQ@mail.gmail.com>
	<20110729192957.GG43312@jibsheet.com>
	<CAEdtSfQKhgA4vJdHRtDJnnLkKed8HNmkiEDJN0gvpoiZTB6TTg@mail.gmail.com>
Message-ID: <20110730021409.GH43312@jibsheet.com>

On Fri, Jul 29, 2011 at 01:45:00PM -0700, Simon Gao wrote:
>    On Fri, Jul 29, 2011 at 12:29 PM, Kevin Falcone <[1]falcone at bestpractical.com> wrote:
> 
>      On Fri, Jul 29, 2011 at 10:37:42AM -0700, Simon Gao wrote:
>      > After a ticket is created.
>      >
>      > For example:
>      >
>      > A ticket created by email, [1][2]usera at example.com. This is added to requestors field.
>      During
>      > subsequent correspondences, [2][3]userb at example2.com is cced. We don't want add
>      > [3][4]userb at example2.com to the "Cc:" field. Is this possible?
> 
>      They're CC'ed from normal mail?
> 
>      If you're doing it in the webui, just make sure to use one-time-cc not
>      normal Cc
> 
>      If it's happening form normal mail, then you've modified RT and either
>      added the patch or scrip from the wiki that add Ccs to the ticket on
>      correspondence.
> 
>    It's from normal mail. What's the particular scrip called?

Depends what you called it, since it's a local modification that you
either did as a scrip or as a change in the code.

-kevin
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From aaniceto at sekirite.org  Sat Jul 30 14:21:36 2011
From: aaniceto at sekirite.org (Alexandre Miguel Aniceto)
Date: Sat, 30 Jul 2011 19:21:36 +0100
Subject: [rt-users] REST/CustomFields Changes 4.0.0 to 4.0.1?
Message-ID: <D1B86C01-16D3-4955-9C10-EC5663DAAD66@sekirite.org>

Hi all,

I've developed a small web portal (php) to add/list tickets in RT.

Everything was working in 4.0.0 when i did an upgrade to 4.0.1 creating new tickets works but is not passing the Custom Fields.

Is there any privilege changes that affect this?

I'm using unprivileged accounts in REST. Unpriv users are allowed in REST in RT_SiteConfig.pm

Thanks,
Alexandre Miguel Aniceto
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