From robert.wysocki at contium.pl Wed Jun 1 02:04:40 2011 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Wed, 01 Jun 2011 08:04:40 +0200 Subject: [rt-users] RT4 - mod_perl problem with apache2 In-Reply-To: <20110531150041.GJ93544@jibsheet.com> References: <1306750151.2515.7.camel@rmwysocki> <20110531150041.GJ93544@jibsheet.com> Message-ID: <1306908280.2515.10.camel@rmwysocki> Dnia 2011-05-31, wto o godzinie 11:00 -0400, Kevin Falcone pisze: > Unfortunately, it's difficult to try replicating without a > perl/apache/mod_perl2/plack version list Everything was from Debian Lenny, after dist-upgrade to squeeze there is no longer any problem. -- Robert Wysocki CONTIUM S.A., http://www.contium.pl From bertignac at gmail.com Wed Jun 1 02:52:37 2011 From: bertignac at gmail.com (L B) Date: Wed, 1 Jun 2011 08:52:37 +0200 Subject: [rt-users] RT4 slowness In-Reply-To: References: <20110531143456.GI93544@jibsheet.com> <20110531165958.GL93544@jibsheet.com> Message-ID: I tried jsmin and I have the same bug as Chris with the javascript menubar, plus some weird boxes display. Anyway, browsing is still slow when I go in a ticket from a page to another (such as "Basics" or "Peoples"). Either there is some js minified each time I access a page (how can I check that?) or this problem has nothing to do with js minifiers. -- L.B. From bertignac at gmail.com Wed Jun 1 03:52:34 2011 From: bertignac at gmail.com (L B) Date: Wed, 1 Jun 2011 09:52:34 +0200 Subject: [rt-users] RT4 slowness In-Reply-To: References: <20110531143456.GI93544@jibsheet.com> <20110531165958.GL93544@jibsheet.com> Message-ID: This amazing patch fixed the issue, so it has something to do with the minifier: --- lib/RT/Squish/JS.pm.orig 2011-06-01 07:50:27.510862133 +0000 +++ lib/RT/Squish/JS.pm 2011-06-01 07:45:55.096115642 +0000 @@ -110,7 +110,7 @@ $RT::Logger->debug("can't load JavaScript::Minifier: $@"); } else { - $content = JavaScript::Minifier::minify( input => $content ); + #$content = JavaScript::Minifier::minify( input => $content ); } } return $content; -- L.B. From robert.wysocki at contium.pl Wed Jun 1 03:58:29 2011 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Wed, 01 Jun 2011 09:58:29 +0200 Subject: [rt-users] RT4 slowness In-Reply-To: <20110531165958.GL93544@jibsheet.com> References: <20110531143456.GI93544@jibsheet.com> <20110531165958.GL93544@jibsheet.com> Message-ID: <1306915109.2515.16.camel@rmwysocki> Dnia 2011-05-31, wto o godzinie 12:59 -0400, Kevin Falcone pisze: > On Tue, May 31, 2011 at 12:56:46PM -0400, Chris Hall wrote: > > Just for the record I'm having the same issues as L.B. I attempted loading jsmin, and for a > > time it appeared that this was going to be a bigtime home run. In fact, it did fix the issues > > I was having with speed! However, jsmin seemed to also break several aspects of the RT > > interface. Immediately I noticed the javascript dropdowns were gone.. no big deal, switched to > > the ballard interface as the default. However, opening a new ticket.. everything was jumbled > > around... dropdowns were permanently opened, the minimize links for the different zones > > wouldn't work anymore.. it was generally a bad day. :( So I've turned it back off. This does > > however shed some light on what may be the cause of.. at least.. my speed issues. > > The search continues... > > RT only builds the squished css/js once per child process. If you're > actually seeing it built on each request, something is horribly wrong > and isn't something we've seen or been able to replicate. The same for me - 7 second delay befor loading any page. The obvious fix for it - after reading this thread, was to remove references to JavaScript::Minifier in lib/RT/Squish/JS.pm. Now the delay isn't greater than 4 seconds and since we're using RT almost exclusively on LAN it's OK for us. -- Robert Wysocki CONTIUM S.A., http://www.contium.pl From bertignac at gmail.com Wed Jun 1 05:43:30 2011 From: bertignac at gmail.com (L B) Date: Wed, 1 Jun 2011 11:43:30 +0200 Subject: [rt-users] RT4 slowness In-Reply-To: References: <20110531143456.GI93544@jibsheet.com> <20110531165958.GL93544@jibsheet.com> Message-ID: On Wed, Jun 1, 2011 at 9:52 AM, L B wrote: > This amazing patch fixed the issue, so it has something to do with the minifier: > > --- lib/RT/Squish/JS.pm.orig ? ?2011-06-01 07:50:27.510862133 +0000 > +++ lib/RT/Squish/JS.pm 2011-06-01 07:45:55.096115642 +0000 > @@ -110,7 +110,7 @@ > ? ? ? ? ? ? $RT::Logger->debug("can't load JavaScript::Minifier: $@"); > ? ? ? ? } > ? ? ? ? else { > - ? ? ? ? ? ?$content = JavaScript::Minifier::minify( input => $content ); > + ? ? ? ? ? ?#$content = JavaScript::Minifier::minify( input => $content ); > ? ? ? ? } > ? ? } > ? ? return $content; > > -- > L.B. > But it doesn't solve the slowness for Display.html page. Displaying a ticket still need the 7seconds. -- L.B. From asanka_gunasekera at yahoo.co.uk Wed Jun 1 07:27:14 2011 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Wed, 1 Jun 2011 12:27:14 +0100 (BST) Subject: [rt-users] just some clarifications Message-ID: <504159.24379.qm@web29011.mail.ird.yahoo.com> Hi in old RT relesess I get following files fastcgi_server fastcgi_server.in mason_handler.fcgi mason_handler.fcgi.in mason_handler.scgi mason_handler.scgi.in mason_handler.svc mason_handler.svc.in rt rt-crontool rt-crontool.in rt.in rt-mailgate rt-mailgate.in standalone_httpd standalone_httpd.in webmux.pl webmux.pl.in [root at iilrt bin]# pwd Under /home/RT_installs/rt-3.8.8/bin directory and in newer releases like RT 4 there is only rt rt-crontool rt-crontool.in rt.in rt-mailgate rt-mailgate.in why? Don?t we require rest of the files any more Thanks and Best Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From d-rohan at northwestern.edu Wed Jun 1 08:33:51 2011 From: d-rohan at northwestern.edu (Daniel G. Rohan) Date: Wed, 1 Jun 2011 15:33:51 +0300 Subject: [rt-users] dashboard chart sizes Message-ID: Hi all, Here is a low priority question, but I'm wondering if anyone knows how to scale down the size of the charts in RT 4.0. I have a number of charts that I've saved to a dashboard, but the charts appear so large that I have to do a bit of horizontal scrolling to see the whole page. I know I could line them up vertically, but I think it looks nicer/is more functional to have some charts side by side. Thanks, Dan From ruslan.zakirov at gmail.com Wed Jun 1 09:25:02 2011 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 1 Jun 2011 17:25:02 +0400 Subject: [rt-users] just some clarifications In-Reply-To: <504159.24379.qm@web29011.mail.ird.yahoo.com> References: <504159.24379.qm@web29011.mail.ird.yahoo.com> Message-ID: Hi Some files migrated to sbin dir. Some are not required because of Plack. Read web_deployments in docs dir. Regards, Ruslan. From phone. 01.06.2011 15:27 ???????????? "Asanka Gunasekera" < asanka_gunasekera at yahoo.co.uk> ???????: > Hi in old RT relesess I get following files > fastcgi_server > fastcgi_server.in > mason_handler.fcgi > mason_handler.fcgi.in > mason_handler.scgi > mason_handler.scgi.in > mason_handler.svc > mason_handler.svc.in > rt > rt-crontool > rt-crontool.in > rt.in > rt-mailgate > rt-mailgate.in > standalone_httpd > standalone_httpd.in > webmux.pl > webmux.pl.in > [root at iilrt bin]# pwd > Under /home/RT_installs/rt-3.8.8/bin directory and in newer releases like RT 4 > there is only > > rt > rt-crontool > rt-crontool.in > rt.in > rt-mailgate > rt-mailgate.in > > why? Don?t we require rest of the files any more > > Thanks and Best Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Jun 1 09:59:19 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 1 Jun 2011 09:59:19 -0400 Subject: [rt-users] RT4 slowness In-Reply-To: References: <20110531143456.GI93544@jibsheet.com> <20110531165958.GL93544@jibsheet.com> Message-ID: <20110601135919.GO93544@jibsheet.com> On Wed, Jun 01, 2011 at 11:43:30AM +0200, L B wrote: > On Wed, Jun 1, 2011 at 9:52 AM, L B wrote: > > This amazing patch fixed the issue, so it has something to do with the minifier: > > > > --- lib/RT/Squish/JS.pm.orig ? ?2011-06-01 07:50:27.510862133 +0000 > > +++ lib/RT/Squish/JS.pm 2011-06-01 07:45:55.096115642 +0000 > > @@ -110,7 +110,7 @@ > > ? ? ? ? ? ? $RT::Logger->debug("can't load JavaScript::Minifier: $@"); > > ? ? ? ? } > > ? ? ? ? else { > > - ? ? ? ? ? ?$content = JavaScript::Minifier::minify( input => $content ); > > + ? ? ? ? ? ?#$content = JavaScript::Minifier::minify( input => $content ); > > ? ? ? ? } > > ? ? } > > ? ? return $content; > > > > -- > > L.B. > > > > But it doesn't solve the slowness for Display.html page. Displaying a > ticket still need the 7seconds. All this patch will do is solve the once per child slowness of squishing the JS by reverting to simple concatenation. Children should be answering multiple requests before being reaped and needing to resquish. If you're seeing this JS related slowness on every page, it points to other problems. Please provide details about your installation such as your apache versions and configuration otherwise it's quite difficult to test. We've tried replicating in house, but haven't seen this in any of our test or production RT4 instances. If you're seeing particular slowness on a given page, RT4 contains a new feature to allow you (as an admin) to see if there are particular SQL statements causing problems. Because it is debugging, it will cause other slowness in RT and should not be left on, but StatementLog will expose queries in the admin UI and allow you to see if something needs indexing or optimization. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From bertignac at gmail.com Wed Jun 1 10:19:44 2011 From: bertignac at gmail.com (L B) Date: Wed, 1 Jun 2011 16:19:44 +0200 Subject: [rt-users] RT4 slowness In-Reply-To: <20110601135919.GO93544@jibsheet.com> References: <20110531143456.GI93544@jibsheet.com> <20110531165958.GL93544@jibsheet.com> <20110601135919.GO93544@jibsheet.com> Message-ID: Hi Kevin, >> But it doesn't solve the slowness for Display.html page. Displaying a >> ticket still need the 7seconds. > > All this patch will do is solve the once per child slowness of > squishing the JS by reverting to simple concatenation. ?Children > should be answering multiple requests before being reaped and needing > to resquish. > > If you're seeing this JS related slowness on every page, it points to > other problems. I checked some pages and I have these 7 seconds on at least: - Login page - Search/Simple.html - Search/Build.html - Tools/MyDay.html - Admin/Users - Admin/Tools/Configuration.html Applying the patch above remove the slowness on all the pages except the Display.html (showing ticket #1 with only one correspondance inside, no attachments) > > Please provide details about your installation such as your apache > versions and configuration otherwise it's quite difficult to > test. ?We've tried replicating in house, but haven't seen this in any > of our test or production RT4 instances. Apache 2.2.15, first email of the thread has all the details. > > If you're seeing particular slowness on a given page, RT4 contains a > new feature to allow you (as an admin) to see if there are particular > SQL statements causing problems. ?Because it is debugging, it will > cause other slowness in RT and should not be left on, but StatementLog > will expose queries in the admin UI and allow you to see if something > needs indexing or optimization. We monitored at the database level the SQL statements and we didn't find anything wrong. -- L.B. From falcone at bestpractical.com Wed Jun 1 10:28:02 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 1 Jun 2011 10:28:02 -0400 Subject: [rt-users] RT4 slowness In-Reply-To: References: <20110531143456.GI93544@jibsheet.com> <20110531165958.GL93544@jibsheet.com> <20110601135919.GO93544@jibsheet.com> Message-ID: <20110601142802.GP93544@jibsheet.com> On Wed, Jun 01, 2011 at 04:19:44PM +0200, L B wrote: > > I checked some pages and I have these 7 seconds on at least: > - Login page > - Search/Simple.html > - Search/Build.html > - Tools/MyDay.html > - Admin/Users > - Admin/Tools/Configuration.html > > Applying the patch above remove the slowness on all the pages except > the Display.html (showing ticket #1 with only one correspondance > inside, no attachments) This implies you're requishing JS on every page, which points to a misconfiguration. > > Please provide details about your installation such as your apache > > versions and configuration otherwise it's quite difficult to > > test. ?We've tried replicating in house, but haven't seen this in any > > of our test or production RT4 instances. > > Apache 2.2.15, first email of the thread has all the details. Your first email had differing paths in your preload and psgi_app lines, so I assumed it was a copy and paste error, so was hoping to get a clean full copy of your config. Other things that would be useful are your sanitized RT_SiteConfig or the System Configuration from the Admin UI. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From bertignac at gmail.com Wed Jun 1 10:52:13 2011 From: bertignac at gmail.com (L B) Date: Wed, 1 Jun 2011 16:52:13 +0200 Subject: [rt-users] RT4 slowness In-Reply-To: <20110601142802.GP93544@jibsheet.com> References: <20110531143456.GI93544@jibsheet.com> <20110531165958.GL93544@jibsheet.com> <20110601135919.GO93544@jibsheet.com> <20110601142802.GP93544@jibsheet.com> Message-ID: > Your first email had differing paths in your preload and psgi_app > lines, so I assumed it was a copy and paste error, so was hoping to > get a clean full copy of your config. Sorry, copy/paste error. Paths are the same. > > Other things that would be useful are your sanitized RT_SiteConfig or > the System Configuration from the Admin UI. RT_SiteConfig.pm : Set($rtname, 'XXXXX'); Set($WebDomain, '10.0.xx.xx'); Set($WebBaseURL, "http://10.0.xx.xx"); Set($LogDir, "/opt/rt4/var/log"); Set($LogToFile , 'debug'); Set($LogToScreen , 'debug'); Set($LogToSyslog , 'debug'); # Added when testing a remote database Set($DatabaseHost , "xxxx"); Set($DatabasePort , 5432); Set($DatabaseName , 'xxxxx'); Set($DatabaseUser , "xxxxx"); Set($DatabasePassword , 'xxxxx'); # Added because debug mode complained Set($RTAddressRegexp, 'XXXX at XXX.COM'); Set(%GnuPG, Enable => 0, OutgoingMessagesFormat => "RFC", # Inline AllowEncryptDataInDB => 0, RejectOnMissingPrivateKey => 1, RejectOnBadData => 1, ); 1; Attached a sanitized httpd.conf: it's the the default redhat httpd.conf without the comments, and with my configuration at the end (overriding previous variables) -- L.B. -------------- next part -------------- A non-text attachment was scrubbed... Name: httpd.conf Type: application/octet-stream Size: 8703 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 1 13:59:15 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 1 Jun 2011 13:59:15 -0400 Subject: [rt-users] RT4 slowness In-Reply-To: References: <20110531165958.GL93544@jibsheet.com> <20110601135919.GO93544@jibsheet.com> <20110601142802.GP93544@jibsheet.com> Message-ID: <20110601175915.GQ93544@jibsheet.com> On Wed, Jun 01, 2011 at 04:52:13PM +0200, L B wrote: > > Your first email had differing paths in your preload and psgi_app > > lines, so I assumed it was a copy and paste error, so was hoping to > > get a clean full copy of your config. > > Sorry, copy/paste error. Paths are the same. > > > > > Other things that would be useful are your sanitized RT_SiteConfig or > > the System Configuration from the Admin UI. You seem to be loading a lot of caching modules, are any of them enabled in Include conf.d/*.conf ? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From rsullivan at peerlessnetwork.com Wed Jun 1 17:20:57 2011 From: rsullivan at peerlessnetwork.com (Sullivan, Rob) Date: Wed, 1 Jun 2011 17:20:57 -0400 Subject: [rt-users] scrip to change subject for tickets created w/rt-mailgate In-Reply-To: References: <0F6368FDCEAC4F4899E0067FA95E3FA90C2728D1@mse5be2.mse5.exchange.ms> Message-ID: <0F6368FDCEAC4F4899E0067FA95E3FA90C2DE442@mse5be2.mse5.exchange.ms> Sorry for the delay. The condition isn't an issue here as the scrip will apply to everything that comes into the queue. I know I can change the subject easily with: $self->TicketObj->SetSubject( "EXTRACTED VALUE" ); Where I'm stumbling is in extracting the desired info from the history on the ticket and turning that into a usable for the SetSubject string. Tx, Rob -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Tuesday, May 24, 2011 4:42 PM To: Sullivan, Rob Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] scrip to change subject for tickets created w/rt-mailgate Hi, You need scrips for sure. Start writing required condition. Put something trivial as action, for example log a string into log files with $RT::Logger object. As condition you need something like: on create and subject is "event active!". Wiki has snippets for all of that. Try. Return back if you fail with more questions. On Tue, May 24, 2011 at 11:00 PM, Sullivan, Rob wrote: > Management here has requested that all major and critical alarms from > our monitoring system are emailed to RT as well as the pagers so that we > can run daily reports on the tickets and provide a high level view of > what's happened overnight for engineering. ?The monitoring package sends > out email with the subject line "Event Active!" and the vendor has > informed us this can't change. ?Subsequently we'd like to have the event > message which is currently contained in the message body show up in the > subject field on the ticket so that the queue view and subsequent > reports will show the nature of each ticket without having to open it. > For instance, a ticket which currently looks like this: > > Sub: Event Active! > Body: 110524 06:34:00 ISD4000 LVL=Maj 10.31.50.11 ?Redundant card in > slot 4 is active, check health of client modules - Active! > > Would look like this: > > Sub: LVL=Maj 10.31.50.11 ?Redundant card in slot 4 is active, check > health of client modules - Active! > Body: 110524 06:34:00 ISD4000 LVL=Maj 10.31.50.11 ?Redundant card in > slot 4 is active, check health of client modules - Active! > > I'm not sure where to start as far as the scrip and template go. ?Any > suggestions? > Thanks, > > Rob Sullivan > Systems Engineer, Peerless Network Inc > rsullivan at peerlessnetwork.com > 312-506-0948 > > > -- Best regards, Ruslan. From barnesaw at UCMAIL.UC.EDU Wed Jun 1 20:12:46 2011 From: barnesaw at UCMAIL.UC.EDU (Barnes, Andrew (barnesaw)) Date: Wed, 1 Jun 2011 20:12:46 -0400 Subject: [rt-users] Setting TimeWorked in lifecycle Message-ID: In our RT3.8.9 setup, I had customized the Tickets/Elements/Tabs to have a QuickResolve for when you could just look at a ticket and resolve it with no further action: for example, a known false positive virus alert, using: if ( $can{'ModifyTicket'} ) { if ( $Ticket->Status ne 'resolved' ) { $actions->{'Acc'} = { path => "Ticket/Display.html?Status=resolved&id=$id&UpdateTimeWorked=1", title => loc('Quick Resolve'), }; } } Now that RT 4 uses lifecycles, I'm not sure how to accomplish this same thing using lifecycles in RT_SiteConfig.pm. The documentation in RT_Config is less than helpful for anything but stock behavior: show the update page or just change a status, but it isn't very flexible beyond that. Am I missing something? Even a wiki page addressing lifecycles in some fashion? Thanks in advance for any help someone can give. Drew Barnes Applications Analyst Network Resources Dept. Raymond Walters College -------------- next part -------------- An HTML attachment was scrubbed... URL: From kae at midnighthax.com Thu Jun 2 09:08:01 2011 From: kae at midnighthax.com (Keith Edmunds) Date: Thu, 2 Jun 2011 14:08:01 +0100 Subject: [rt-users] Blacklist and Bugzilla In-Reply-To: References: <20110531123200.7637fa9e@kae.tiger-computing.wbp> Message-ID: <20110602140801.26a1d032@kae.tiger-computing.wbp> > RTAddressRegexp, this option may be matches more addresses. No: it's currently set to: '^(admin|support)(-comment)?\@OURDOMAIN$' ...so it isn't matching bugzilla-internal at anything > Check > squelching, may be somebody manually marked this address to stop > mails. What is squelching? I'm not familiar with that. Thanks, Keith -- "You can have everything in life you want if you help enough other people get what they want" - Zig Ziglar. Who did you help today? From trs at bestpractical.com Thu Jun 2 09:59:09 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 02 Jun 2011 09:59:09 -0400 Subject: [rt-users] Ticket random creation error In-Reply-To: References: Message-ID: <4DE7972D.3040606@bestpractical.com> On 05/31/2011 11:09 AM, Jean-Philippe Houde wrote: > My client have a strange problem on his 3.6.4 RT using Oracle 11g (on a > separate server). Tickets fail to create randomly. It is not related to a > specific queue, e-mail address or e-mail format. Not related to a specific > user as well. > [snip] > I'd like to have information about how RT works internally regarding getting > the Nobody user ID and if there is some kind of caching. If so, for how > long? Where? There is certainly caching going on, but 3.6.4 is so old I'd have to go digging in the code to look at exactly what it's doing. I suspect upgrading to a recent version would fix the problem. If it didn't, then we could at least fix the bug once replicated in the latest version. Thomas From falcone at bestpractical.com Thu Jun 2 10:23:56 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 2 Jun 2011 10:23:56 -0400 Subject: [rt-users] Setting TimeWorked in lifecycle In-Reply-To: References: Message-ID: <20110602142356.GR93544@jibsheet.com> On Wed, Jun 01, 2011 at 08:12:46PM -0400, Barnes, Andrew (barnesaw) wrote: > Now that RT 4 uses lifecycles, I'm not sure how to accomplish this same thing using lifecycles > in RT_SiteConfig.pm. The documentation in RT_Config is less than helpful for anything but > stock behavior: show the update page or just change a status, but it isn't very flexible > beyond that. Am I missing something? Even a wiki page addressing lifecycles in some fashion? > I don't believe lifecycles currently offers you the flexibility of adding a tab like that (although adding the Quick Resolve portion is trivial, and if it isn't clear from the docs, a bug report about how to make it clearer would be great. We've added just such a tab on issues.bestpractical.com so we can quick resolve things). You're going to need to use one of the Elements/Tabs callbacks to modify the link for the Quick Resolve action to include UpdateTimeWorked. You'll find the PageMenu() method available from your callback useful, and the docs in RT::Interface::Web::Menu may be helpful for navigating the data structure. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jun 2 11:04:33 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 2 Jun 2011 11:04:33 -0400 Subject: [rt-users] Blacklist and Bugzilla In-Reply-To: <20110602140801.26a1d032@kae.tiger-computing.wbp> References: <20110531123200.7637fa9e@kae.tiger-computing.wbp> <20110602140801.26a1d032@kae.tiger-computing.wbp> Message-ID: <20110602150433.GS93544@jibsheet.com> On Thu, Jun 02, 2011 at 02:08:01PM +0100, Keith Edmunds wrote: > > RTAddressRegexp, this option may be matches more addresses. > > No: it's currently set to: > > '^(admin|support)(-comment)?\@OURDOMAIN$' > > ...so it isn't matching bugzilla-internal at anything > > > Check > > squelching, may be somebody manually marked this address to stop > > mails. > > What is squelching? I'm not familiar with that. Click on the People tab and see if someone flagged it as "no mail will be sent to this user" or hit Reply and scroll down to the "mail that will be generated". It is also possible to include a RT-Squelch-Replies-To header -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From barnesaw at UCMAIL.UC.EDU Thu Jun 2 13:54:17 2011 From: barnesaw at UCMAIL.UC.EDU (Barnes, Andrew (barnesaw)) Date: Thu, 2 Jun 2011 13:54:17 -0400 Subject: [rt-users] Setting TimeWorked in lifecycle In-Reply-To: <20110602142356.GR93544@jibsheet.com> Message-ID: On 6/2/11 10:23 AM, "Kevin Falcone" wrote: >On Wed, Jun 01, 2011 at 08:12:46PM -0400, Barnes, Andrew (barnesaw) wrote: >> Now that RT 4 uses lifecycles, I'm not sure how to accomplish this >>same thing using lifecycles >> in RT_SiteConfig.pm. The documentation in RT_Config is less than >>helpful for anything but >> stock behavior: show the update page or just change a status, but it >>isn't very flexible >> beyond that. Am I missing something? Even a wiki page addressing >>lifecycles in some fashion? >> > >I don't believe lifecycles currently offers you the flexibility of >adding a tab like that (although adding the Quick Resolve portion is >trivial, and if it isn't clear from the docs, a bug report about how >to make it clearer would be great. We've added just such a tab on >issues.bestpractical.com so we can quick resolve things). > >You're going to need to use one of the Elements/Tabs callbacks to >modify the link for the Quick Resolve action to include >UpdateTimeWorked. You'll find the PageMenu() method available from >your callback useful, and the docs in RT::Interface::Web::Menu may be >helpful for navigating the data structure. > >-kevin I was, indeed, able to get my lifecycle to do a QuickResolve without logging time. The documentation is pretty clear on that, I just couldn't find any other references to lifecycles anywhere else. For the moment I have hacked /Elements/Tabs to do it the quick and dirty way while I work on a dev box to get it done in a more "proper" way. Appreciate the pointers, I will spend some time breaking the dev box and report back in case this is something someone else has interest in. -- Drew Barnes Applications Analyst Network Resources Dept. Raymond Walters College From ruz at bestpractical.com Thu Jun 2 14:00:45 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 2 Jun 2011 22:00:45 +0400 Subject: [rt-users] Setting TimeWorked in lifecycle In-Reply-To: <20110602142356.GR93544@jibsheet.com> References: <20110602142356.GR93544@jibsheet.com> Message-ID: On Thu, Jun 2, 2011 at 6:23 PM, Kevin Falcone wrote: > On Wed, Jun 01, 2011 at 08:12:46PM -0400, Barnes, Andrew (barnesaw) wrote: >> ? ?Now that RT 4 uses lifecycles, I'm not sure how to accomplish this same thing using lifecycles >> ? ?in RT_SiteConfig.pm. ?The documentation in RT_Config is less than helpful for anything but >> ? ?stock behavior: show the update page or just change a status, but it isn't very flexible >> ? ?beyond that. ?Am I missing something? ?Even a wiki page addressing lifecycles in some fashion? >> > > I don't believe lifecycles currently offers you the flexibility of > adding a tab like that (although adding the Quick Resolve portion is > trivial, and if it isn't clear from the docs, a bug report about how > to make it clearer would be great. ?We've added just such a tab on > issues.bestpractical.com so we can quick resolve things). RTIR's 2.9 branch has code that allows to pass more arguments. It should be ported into RT 4. > You're going to need to use one of the Elements/Tabs callbacks to > modify the link for the Quick Resolve action to include > UpdateTimeWorked. ?You'll find the PageMenu() method available from > your callback useful, and the docs in RT::Interface::Web::Menu may be > helpful for navigating the data structure. > -kevin > -- Best regards, Ruslan. From yan at seiner.com Thu Jun 2 14:35:02 2011 From: yan at seiner.com (Yan Seiner) Date: Thu, 2 Jun 2011 11:35:02 -0700 (PDT) Subject: [rt-users] Order of attachments Message-ID: <975049573a4ca6565b8afe9e2e503c31.squirrel@mail.seiner.com> Is there some way to specify the order of attachments? Either alphabetical or by date would work. Right now they seem to be in random order. We're running 3.8.10. I found some old references to Set($OldestTransactionsFirst, '1'); but that seems to have no effect in 3.8.10. -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From falcone at bestpractical.com Thu Jun 2 18:01:38 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 2 Jun 2011 18:01:38 -0400 Subject: [rt-users] Order of attachments In-Reply-To: <975049573a4ca6565b8afe9e2e503c31.squirrel@mail.seiner.com> References: <975049573a4ca6565b8afe9e2e503c31.squirrel@mail.seiner.com> Message-ID: <20110602220138.GT93544@jibsheet.com> On Thu, Jun 02, 2011 at 11:35:02AM -0700, Yan Seiner wrote: > Is there some way to specify the order of attachments? Either > alphabetical or by date would work. Right now they seem to be in random > order. > > We're running 3.8.10. > > I found some old references to > > Set($OldestTransactionsFirst, '1'); > > but that seems to have no effect in 3.8.10. OldestTransactionsFirst is documented in RT_Config.pm for 3.8.10 and doesn't affect the Attachments Box on Ticket/Display.html Those attachments appear to be coming out of a hash, which means the order is guaranteed to be random. I'd take a patch to add some sorting to that, but it'd need to maintain the current behavior that attachments of the same name group together by date. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ram at afslc.com Thu Jun 2 18:17:30 2011 From: ram at afslc.com (Ram Moskovitz) Date: Thu, 2 Jun 2011 15:17:30 -0700 Subject: [rt-users] RT Perl dependencies (CentOS 5) Message-ID: Hey folks, First let me say RT is a good tool - thanks! I've been playing with 4.0 in my development environment and am preparing to push it out to production. I've a few issues I'm working through including: 1) CC requirement -> it seems that RT 4's configure wants a C compiler but we do not keep compilers on our production server. My solution here is to build in a pristine environment (VM similar to production) and then tar up the package and plop it into production. 2) Perl dependencies. In my dev environment I used CPAN (via make fixdeps). In production we don't use CPAN. My approach to here is to generate a list of Perl module dependencies, starting with the direct dependencies out of the rt-4.0.0/configure script, and then finding RPMs from repos we allow for use in production to fill in the gaps. Where this isn't enough I have to either cpan2rpm them or otherwise get Dag to add the modules to his RPMForge area (according to him he is happy to add any CPAN modules that are requested - sweet aye!) If anyone is already working on this from some other angle or has suggestions I am eager for input. cheers, ram -------------- next part -------------- An HTML attachment was scrubbed... URL: From bertignac at gmail.com Fri Jun 3 02:04:51 2011 From: bertignac at gmail.com (L B) Date: Fri, 3 Jun 2011 08:04:51 +0200 Subject: [rt-users] RT4 slowness In-Reply-To: <20110601175915.GQ93544@jibsheet.com> References: <20110531165958.GL93544@jibsheet.com> <20110601135919.GO93544@jibsheet.com> <20110601142802.GP93544@jibsheet.com> <20110601175915.GQ93544@jibsheet.com> Message-ID: Hi Kevin, > You seem to be loading a lot of caching modules, are any of them enabled in > Include conf.d/*.conf ? Only one (default config): # ls /etc/httpd/conf.d/ README welcome.conf # # cat /etc/httpd/conf.d/welcome.conf # # This configuration file enables the default "Welcome" # page if there is no default index page present for # the root URL. To disable the Welcome page, comment # out all the lines below. # Options -Indexes ErrorDocument 403 /error/noindex.html # -- L.B. From Steve.Fraser at csiro.au Fri Jun 3 02:15:30 2011 From: Steve.Fraser at csiro.au (Steve.Fraser at csiro.au) Date: Fri, 3 Jun 2011 16:15:30 +1000 Subject: [rt-users] Postgres restore not restoring all the tables. Message-ID: <1D0389BE93068348A5F137ADA5DA47AE020CD288A2@exvic-mbx05.nexus.csiro.au> Hi, I'm looking for a solution into an issue I have encountered whilst trying to migrate the RT and the postgres database from one Ubuntu server to a new Ubuntu server using Postgres. The installation of RT, Apache2, Postgres have all gone smoothly on the new server. An empty default, instance of RT is available via the webpage. I have attempted to dump the current database and restore it onto the new server. Using the pg_dumpall and the pg_dump rtdb commands. (ie) pg_dump rtdb >outputfile and pg_dumpall -clean -blob -format=C -U user rtdb >outputfile The file sizes are significantly different pg_dumpall yields a 850Mb file whilst pg_dump rtdb has a 3.5Gb file Restoring is where I encounter difficulties. I've tried both pg_restore and psql< inputfile I The outputfile from the pg_dump seems to go well, all the tickets are restored but none of the other tables. For instance the queues, groups and users tables are not populated with any data. I've read the section on backup and restore from the RT Essentials book but still no joy. Any advice, tips or recommendation greatly appreciated. Regards Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From Terry.MacDonald at telecom.co.nz Fri Jun 3 02:30:59 2011 From: Terry.MacDonald at telecom.co.nz (Terry MacDonald) Date: Fri, 3 Jun 2011 18:30:59 +1200 Subject: [rt-users] Cascading Multiple Selects Message-ID: Hi All, Were using rt 3.8.10 and I was wondering if anyone had managed to get cascading multiple selects working? What we have are two select boxes that both allow multiple selections, and we want one to cascade all selected categories to the other. At the moment only the first selected option in the first combobox is cascaded to the second combobox, even though multiple options are selected in the first combo box.. Maybe a picture will explain this better. In the example below I have selected just the first item in Agent Source (External), and it correctly cascades the two example options (External 1 and 2): Same with if I select the second item in Agent Source (Internal) it correctly cascades the two Internal options to the Agent Type: The problem arises when I need both categories cascaded to the Agent Type. Only the first category is populated: Has anyone else struck this? Any ideas on how to fix it? Ive trolled the rt-users archives and cant find anyone else who has the issue. Any pointers would be appreciated. Cheers http://emailsignature/form/Telecom_spark.jpg Terry MacDonald Senior Systems Support Specialist - Security T +64 9 302 7816 (extn 99816) M +64 27 207 0688 F +64 9 379 4790 E terry.macdonald at telecom.co.nz Level 9, Mayoral Dr Bldg, 31 Airedale Street Auckland Twitter: @telecomnz www.telecom.co.nz ________________________________ This communication, including any attachments, is confidential. If you are not the intended recipient, you should not read it - please contact me immediately, destroy it, and do not copy or use any part of this communication or disclose anything about it. Thank you. Please note that this communication does not designate an information system for the purposes of the Electronic Transactions Act 2002. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 13662 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.png Type: image/png Size: 6540 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image003.png Type: image/png Size: 6188 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... 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Name: PGP.sig Type: application/pgp-signature Size: 820 bytes Desc: not available URL: From asanka_gunasekera at yahoo.co.uk Fri Jun 3 03:50:22 2011 From: asanka_gunasekera at yahoo.co.uk (Asanka) Date: Fri, 3 Jun 2011 07:50:22 +0000 (UTC) Subject: [rt-users] RT::Extension::SLA References: <4B7062FF-2572-4BB5-A91E-848278174FF5@zitseng.com> <20110503152244.GZ1000@jibsheet.com> Message-ID: Hi Lai, how do I get RT:Condition::Generic in to RT4 Lai Zit Seng zitseng.com> writes: From asanka_gunasekera at yahoo.co.uk Fri Jun 3 04:38:46 2011 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Fri, 3 Jun 2011 09:38:46 +0100 (BST) Subject: [rt-users] RT4 to work with RT::Extension::SLA Message-ID: <456346.25349.qm@web29010.mail.ird.yahoo.com> Hi did any one manage to get RT4 to work with RT::Extension::SLA -------------- next part -------------- An HTML attachment was scrubbed... URL: From kae at midnighthax.com Fri Jun 3 05:49:12 2011 From: kae at midnighthax.com (Keith Edmunds) Date: Fri, 3 Jun 2011 10:49:12 +0100 Subject: [rt-users] Blacklist and Bugzilla In-Reply-To: <20110602150433.GS93544@jibsheet.com> References: <20110531123200.7637fa9e@kae.tiger-computing.wbp> <20110602140801.26a1d032@kae.tiger-computing.wbp> <20110602150433.GS93544@jibsheet.com> Message-ID: <20110603104912.7c620696@kae.tiger-computing.wbp> Thanks Kevin. There's nothing about "no maill will be sent to this user", and if I click reply I can see that replies do go to that user (and that is in fact what happens). The only time we see the problem is when a new ticket is created, when the log says: bugzilla-internal@[redacted].com was blacklisted for outbound mail on this transaction The autoreply template does have some conditional code to handle mail from bugzilla: it is possible that something in the template leads to the "blacklisted" message above? I can post the template if that helps. Thanks, Keith -- "You can have everything in life you want if you help enough other people get what they want" - Zig Ziglar. Who did you help today? From mike at dido.ca Fri Jun 3 07:07:00 2011 From: mike at dido.ca (Mike DeVries) Date: Fri, 03 Jun 2011 07:07:00 -0400 Subject: [rt-users] Group permission to comment but not reply Message-ID: <4DE8C054.4060800@dido.ca> I'm installing RT 4 for a software company. Customer issues are handled by support staff and may need to go to the development team. I've set up the two groups and populated them but I'm having trouble understanding how I can allow the dev team to comment on tickets but not reply, while allowing the support team both permissions. The Group configuration page doesn't seem to include those permissions Can someone help me with the correct procedure, or point me to the pertinent documentation? Thanks, Mike From ruz at bestpractical.com Fri Jun 3 07:10:52 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 3 Jun 2011 15:10:52 +0400 Subject: [rt-users] RT::Extension::SLA In-Reply-To: References: <4B7062FF-2572-4BB5-A91E-848278174FF5@zitseng.com> <20110503152244.GZ1000@jibsheet.com> Message-ID: Hello, Version 0.04 of RT-Extension-SLA is on CPAN and fixes compatibility issues with RT4. On Fri, Jun 3, 2011 at 11:50 AM, Asanka wrote: > Hi Lai, how do I get RT:Condition::Generic in to RT4 > > Lai Zit Seng zitseng.com> writes: > > > > -- Best regards, Ruslan. From ruz at bestpractical.com Fri Jun 3 07:11:49 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 3 Jun 2011 15:11:49 +0400 Subject: [rt-users] RT4 to work with RT::Extension::SLA In-Reply-To: <456346.25349.qm@web29010.mail.ird.yahoo.com> References: <456346.25349.qm@web29010.mail.ird.yahoo.com> Message-ID: Try version 0.04 from the CPAN. On Fri, Jun 3, 2011 at 12:38 PM, Asanka Gunasekera wrote: > Hi did any one manage to get RT4 to work with RT::Extension::SLA > > > -- Best regards, Ruslan. From ruz at bestpractical.com Fri Jun 3 07:17:27 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 3 Jun 2011 15:17:27 +0400 Subject: [rt-users] Group permission to comment but not reply In-Reply-To: <4DE8C054.4060800@dido.ca> References: <4DE8C054.4060800@dido.ca> Message-ID: Hi, Don't grand ModifyTicket and ReplyToTicket to developers group. This includes avoid granting these rights on top system groups. Grant them ShowTicket and CommentTicket rights. In UI open configuration -> queues -> pick support queue -> group rights. RT4's rights UI is different, but at the end it allows you as much as RT3. On Fri, Jun 3, 2011 at 3:07 PM, Mike DeVries wrote: > I'm installing RT 4 for a software company. Customer issues are handled by > support staff and may need to go to the development team. I've set up the > two groups and populated them but I'm having trouble understanding how I can > allow the dev team to comment on tickets but not reply, while allowing the > support team both permissions. The Group configuration page doesn't seem to > include those permissions > > Can someone help me with the correct procedure, or point me to the pertinent > documentation? > > Thanks, > Mike > > -- Best regards, Ruslan. From Terry.MacDonald at telecom.co.nz Fri Jun 3 04:22:41 2011 From: Terry.MacDonald at telecom.co.nz (Terry MacDonald) Date: Fri, 3 Jun 2011 20:22:41 +1200 Subject: [rt-users] Cascading Multiple Selects In-Reply-To: References: Message-ID: Yay! Fixed it myself. I had to change the following files so that the full select ID of the master select gets passed to the filter_cascade function rather than just the first selected element. It means we can then loop through all of the selected options, and fully populate the cascaded select. Im sure the logic in filter_cascade could be more succinct but it works for me J - In File share/html/Elements/EditCustomFieldSelect - In File share/html/NoAuth/js/cascaded.js replace the whole filter_cascade function with: function filter_cascade (id, masterid) { var select = document.getElementById(id); var complete_select = document.getElementById(id + "-Complete" ); var master_select = document.getElementById(masterid); if (!select) { return }; var i; var m; var children = select.childNodes; if ( complete_select ) { while (select.hasChildNodes()){ select.removeChild(select.firstChild); } var complete_children = complete_select.childNodes; var master_children = master_select.children; var have_no_value_option = false; for (m in master_children) { // we only want to continue if the option is selected if (!master_select.options[m].selected) { continue; } var val = master_select.options[m].value; if ( val == '' && arguments.length == 3 ) { // no category, and the category is from a hierchical cf; // leave this set of options empty } else if ( val == '' ) { // no category, let's clone all node for (i in complete_children) { if ( complete_children[i].cloneNode ) { new_option = complete_children[i].cloneNode(true); select.appendChild(new_option); } } } else { for (i in complete_children) { if (!complete_children[i].label || complete_children[i].label.substr(0, val.length) == val ) { if (complete_children[i].label == '') { if (!have_no_value_option) { have_no_value_option = true; } else { continue; } } if ( complete_children[i].cloneNode ) { new_option = complete_children[i].cloneNode(true); select.appendChild(new_option); } } } } } } else { // for back compatibility for (i in children) { if (!children[i].label) { continue }; if ( val == '' && arguments.length == 3 ) { hide(children[i]); continue; } if ( val == '' || children[i].label.substr(0, val.length) == val) { show(children[i]); continue; } hide(children[i]); } } } Hope this works for you. It did for me on RT 3.8.10 J Cheers http://emailsignature/form/Telecom_spark.jpg Terry MacDonald Senior Systems Support Specialist - Security T +64 9 302 7816 (extn 99816) M +64 27 207 0688 F +64 9 379 4790 E terry.macdonald at telecom.co.nz Level 9, Mayoral Dr Bldg, 31 Airedale Street Auckland Twitter: @telecomnz www.telecom.co.nz ________________________________ This communication, including any attachments, is confidential. If you are not the intended recipient, you should not read it - please contact me immediately, destroy it, and do not copy or use any part of this communication or disclose anything about it. Thank you. Please note that this communication does not designate an information system for the purposes of the Electronic Transactions Act 2002. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Terry MacDonald Sent: Friday, 3 June 2011 6:31 p.m. To: rt-users at lists.bestpractical.com Subject: [rt-users] Cascading Multiple Selects * PGP Signed: 3/06/2011 at 6:30:58 p.m. Hi All, Were using rt 3.8.10 and I was wondering if anyone had managed to get cascading multiple selects working? What we have are two select boxes that both allow multiple selections, and we want one to cascade all selected categories to the other. At the moment only the first selected option in the first combobox is cascaded to the second combobox, even though multiple options are selected in the first combo box.. Maybe a picture will explain this better. In the example below I have selected just the first item in Agent Source (External), and it correctly cascades the two example options (External 1 and 2): Same with if I select the second item in Agent Source (Internal) it correctly cascades the two Internal options to the Agent Type: The problem arises when I need both categories cascaded to the Agent Type. Only the first category is populated: Has anyone else struck this? Any ideas on how to fix it? Ive trolled the rt-users archives and cant find anyone else who has the issue. Any pointers would be appreciated. Cheers http://emailsignature/form/Telecom_spark.jpg Terry MacDonald Senior Systems Support Specialist - Security T +64 9 302 7816 (extn 99816) M +64 27 207 0688 F +64 9 379 4790 E terry.macdonald at telecom.co.nz Level 9, Mayoral Dr Bldg, 31 Airedale Street Auckland Twitter: @telecomnz www.telecom.co.nz ________________________________ This communication, including any attachments, is confidential. If you are not the intended recipient, you should not read it - please contact me immediately, destroy it, and do not copy or use any part of this communication or disclose anything about it. Thank you. Please note that this communication does not designate an information system for the purposes of the Electronic Transactions Act 2002. * Terry MacDonald * 0x4E0BA852 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 13662 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.png Type: image/png Size: 6540 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image003.png Type: image/png Size: 6188 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image004.png Type: image/png Size: 6460 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 820 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jun 3 10:10:16 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 3 Jun 2011 10:10:16 -0400 Subject: [rt-users] Postgres restore not restoring all the tables. In-Reply-To: <1D0389BE93068348A5F137ADA5DA47AE020CD288A2@exvic-mbx05.nexus.csiro.au> References: <1D0389BE93068348A5F137ADA5DA47AE020CD288A2@exvic-mbx05.nexus.csiro.au> Message-ID: <20110603141016.GA912@jibsheet.com> On Fri, Jun 03, 2011 at 04:15:30PM +1000, Steve.Fraser at csiro.au wrote: > > > Hi, > > > > I'm looking for a solution into an issue I have encountered whilst trying to migrate the RT > and the postgres database from one Ubuntu server to a new Ubuntu server using Postgres. > > The installation of RT, Apache2, Postgres have all gone smoothly on the new server. An empty > default, instance of RT is available via the webpage. > > > > I have attempted to dump the current database and restore it onto the new server. Using the > pg_dumpall and the pg_dump rtdb commands. You should check the man pages for pg_dump and pg_dumpall. dumpall probably isn't what you wanted. If you're using the plaintext for pg_dump and are inserting into a clean database, you're going to need some flags to tell pg to create tables. -kevin > (ie) pg_dump rtdb >outputfile and pg_dumpall -clean -blob -format=C -U user rtdb >outputfile > > The file sizes are significantly different pg_dumpall yields a 850Mb file whilst pg_dump rtdb > has a 3.5Gb file > > > > Restoring is where I encounter difficulties. I've tried both pg_restore and psql< inputfile > > I > > The outputfile from the pg_dump seems to go well, all the tickets are restored but none of the > other tables. For instance the queues, groups and users tables are not populated with any > data. > > > > I've read the section on backup and restore from the RT Essentials book but still no joy. > > > > Any advice, tips or recommendation greatly appreciated. > > > > > > > > Regards > > Steve > > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jun 3 10:10:55 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 3 Jun 2011 10:10:55 -0400 Subject: [rt-users] Blacklist and Bugzilla In-Reply-To: <20110603104912.7c620696@kae.tiger-computing.wbp> References: <20110531123200.7637fa9e@kae.tiger-computing.wbp> <20110602140801.26a1d032@kae.tiger-computing.wbp> <20110602150433.GS93544@jibsheet.com> <20110603104912.7c620696@kae.tiger-computing.wbp> Message-ID: <20110603141055.GB912@jibsheet.com> On Fri, Jun 03, 2011 at 10:49:12AM +0100, Keith Edmunds wrote: > Thanks Kevin. > > There's nothing about "no maill will be sent to this user", and if I click > reply I can see that replies do go to that user (and that is in fact what > happens). > > The only time we see the problem is when a new ticket is created, when the > log says: > > bugzilla-internal@[redacted].com was blacklisted for outbound mail > on this transaction > > The autoreply template does have some conditional code to handle mail from > bugzilla: it is possible that something in the template leads to the > "blacklisted" message above? I can post the template if that helps. If you have customizations that relate to mail to bugzilla, they're where I would look first. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jun 3 10:12:21 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 3 Jun 2011 10:12:21 -0400 Subject: [rt-users] Cascading Multiple Selects In-Reply-To: References: Message-ID: <20110603141221.GC912@jibsheet.com> On Fri, Jun 03, 2011 at 08:22:41PM +1200, Terry MacDonald wrote: > Yay! Fixed it myself. > > > > I had to change the following files so that the full select ID of the master select gets > passed to the filter_cascade function rather than just the first selected element. It means we > can then loop through all of the selected options, and fully populate the cascaded select. I'm > sure the logic in filter_cascade could be more succinct but it works for me J Can you generate a patch for this and add it to the existing ticket on this topic? http://issues.bestpractical.com/Ticket/Display.html?id=16336&user=guest&pass=guest -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Michael.Polenske at skm-skyline.de Fri Jun 3 10:26:21 2011 From: Michael.Polenske at skm-skyline.de (Michael Polenske) Date: Fri, 3 Jun 2011 16:26:21 +0200 Subject: [rt-users] "ShowTicket" for Groups that a requestor belongs to Message-ID: Hi there, I work now for years with RT, but before as user not as admin J Now our admin left and I have to takeover some tasks. One of the urgent one's I am not able to fix, maybe you can help. Situation: One Support-Queue, some users can submit tickets to and can see only their tickets (ShowTicket only for group requestor). But now we have to change it that way, that some user can belong to a group, and this group needs to see all tickets submitted by members of this group - nothing more, nothing less. Any idea how to handle this ? Thanks a lot and have a nice weekend - Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Jun 3 12:56:37 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 3 Jun 2011 09:56:37 -0700 Subject: [rt-users] Question on how "Download" link works Message-ID: To list, This may seem like a dumb question (and probably is) but I'm wondering just how the link works. When we click it on *any* ticket, we get this error message: *"Can't locate object method "mime_name" via package "encode::utf8" at /opt/rt3/share/html/Ticket/Attachment/dhandler line 78, line 772".** * I'm wondering if it has to do with my RT Configuration settings? I have displays set as follows: *Set($ShowTransactionImages, 0); * *Set($PlainTextPre, 1);* *Set($PlainTextMono, 1);* Anyone? Thanks. Kenn LBNL* * -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Jun 3 13:07:16 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 3 Jun 2011 10:07:16 -0700 Subject: [rt-users] "ShowTicket" for Groups that a requestor belongs to In-Reply-To: References: Message-ID: Michael, Create a User-defined Group, put those individuals that need those rights to the Queue into that group, then go to Config->Queues(select the Queue)->Group rights and find that group and give the the rights they need. That way, the Global rights you gave to Requestors remains, but for that particular Queue, any member of this new group will have the rights you granted. Kenn LBNL On Fri, Jun 3, 2011 at 7:26 AM, Michael Polenske < Michael.Polenske at skm-skyline.de> wrote: > Hi there, > > > > I work now for years with RT, but before as user not as admin J Now our > admin left and I have to takeover some tasks. > > > > One of the urgent one?s I am not able to fix, maybe you can help. > > > > Situation: > > > > One Support-Queue, some users can submit tickets to and can see only their > tickets (ShowTicket only for group requestor). But now we have to change it > that way, that some user can belong to a group, and this group needs to see > all tickets submitted by members of this group ? nothing more, nothing less. > > > > Any idea how to handle this ? > > > > Thanks a lot and have a nice weekend ? Michael > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Jun 3 13:17:27 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 3 Jun 2011 13:17:27 -0400 Subject: [rt-users] Question on how "Download" link works In-Reply-To: References: Message-ID: <20110603171727.GD912@jibsheet.com> On Fri, Jun 03, 2011 at 09:56:37AM -0700, Kenneth Crocker wrote: > This may seem like a dumb question (and probably is) but I'm wondering just how the link > works. When we click it on any ticket, we get this error message: > > "Can't locate object method "mime_name" via package "encode::utf8" at > /opt/rt3/share/html/Ticket/Attachment/dhandler line 78, line 772". > I'm wondering if it has to do with my RT Configuration settings? I have displays set as > follows: You have too old a version of Encode. RT requires 2.21 and checks for it during install. Did you allow a system install of perl to downgrade your Encode version? perl -MEncode=5 will tell you what version is installed on your server, or you can find that same information in Configuration -> Tools -> System Configuration -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kfcrocker at lbl.gov Fri Jun 3 13:29:22 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 3 Jun 2011 10:29:22 -0700 Subject: [rt-users] Question on how "Download" link works In-Reply-To: <20110603171727.GD912@jibsheet.com> References: <20110603171727.GD912@jibsheet.com> Message-ID: Kevin, > Did you allow a system install of perl to downgrade your Encode version? Hmmmm. I'll have to get back to you on that. Thanks a bunch. I had no idea we were out of date. Kenn LBNL On Fri, Jun 3, 2011 at 10:17 AM, Kevin Falcone wrote: > On Fri, Jun 03, 2011 at 09:56:37AM -0700, Kenneth Crocker wrote: > > This may seem like a dumb question (and probably is) but I'm wondering > just how the link > > works. When we click it on any ticket, we get this error message: > > > > "Can't locate object method "mime_name" via package "encode::utf8" at > > /opt/rt3/share/html/Ticket/Attachment/dhandler line 78, line 772". > > I'm wondering if it has to do with my RT Configuration settings? I > have displays set as > > follows: > > You have too old a version of Encode. RT requires 2.21 and checks for > it during install. Did you allow a system install of perl to > downgrade your Encode version? > > perl -MEncode=5 > will tell you what version is installed on your server, or you can > find that same information in Configuration -> Tools -> System > Configuration > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From yan at seiner.com Fri Jun 3 15:10:10 2011 From: yan at seiner.com (Yan Seiner) Date: Fri, 3 Jun 2011 12:10:10 -0700 (PDT) Subject: [rt-users] Blogroll type pane? Message-ID: Is there some way to get a blogroll type of pane where I can put admin messages of general interest? For example, we just installed the mobile interface. I'd like to put the word out, so an announcement/blogroll pane would be nice. --Yan -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From vadud3 at gmail.com Fri Jun 3 15:10:48 2011 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 3 Jun 2011 15:10:48 -0400 Subject: [rt-users] user id and timeworked value of a transaction (was Re: need some explanation on rt.log data) Message-ID: On Fri, Jul 16, 2010 at 3:10 PM, Asif Iqbal wrote: > On Fri, Jul 9, 2010 at 2:45 PM, Kenneth Crocker wrote: >> Asif, >> >> Sometimes, depending on the message, the number refers to the script being >> acted on or a user ID or a QueueID, etc. That's about all I know. > > I applied the attached patch on /opt/rt3/lib/RT/Action/SendEmail.pm > > and now info log generated by SendEmail.pm on rt.log shows like this > > as shown in my patch, I were able to add the transaction id from $self->TransactionObj->id; I like to modify this patch to add user id who created the transaction and the optionla timeworked value for the transaction how do I get the user id and timeworked value of a transaction ? > > The last number is now transaction id. > > [..] -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? From Albert.Shih at obspm.fr Fri Jun 3 16:14:39 2011 From: Albert.Shih at obspm.fr (Albert Shih) Date: Fri, 3 Jun 2011 22:14:39 +0200 Subject: [rt-users] Reply Message-ID: <20110603201439.GA2285@obspm.fr> Hi all When someone send a message to our RT-mail-address and he don't allow to do that, It seem they are a answer send back to this ?someone?. How can change that ? I don't want a reply, because most of the time it's spam. Thanks. Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: ven 3 jui 2011 22:12:48 CEST From Albert.Shih at obspm.fr Fri Jun 3 16:56:46 2011 From: Albert.Shih at obspm.fr (Albert Shih) Date: Fri, 3 Jun 2011 22:56:46 +0200 Subject: [rt-users] Maybe bug in commandbymail. Message-ID: <20110603205646.GA2391@obspm.fr> Hi I'm using RT 3.8.10 + RT-Authen-ExternalAuth-0.09 + RT-Extension-CommandByMail-0.09 and I find some strange thing : If I put Set($AutoCreateNonExternalUsers, 0); news users (not in the LDAP) cannot create a new ticket. I got User creation failed in mailgateway: Could not set user info but I can use AddCc: new_users If I put Set($AutoCreateNonExternalUsers, 1); news users can create a new ticket but I can use AddCc: new_users I got a email from RT with subject="Extended mailgate error" and body Failed command 'AddCc: desmo at ymail.com' Error message: Impossible de trouver ou cr??er cet utilisateur (yes it's in french but that's normal ;-) Any help ? Is I do a mis-configuration or a bug ? Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: ven 3 jui 2011 22:51:13 CEST From Albert.Shih at obspm.fr Fri Jun 3 17:05:07 2011 From: Albert.Shih at obspm.fr (Albert Shih) Date: Fri, 3 Jun 2011 23:05:07 +0200 Subject: [rt-users] Maybe bug in commandbymail. In-Reply-To: <20110603205646.GA2391@obspm.fr> References: <20110603205646.GA2391@obspm.fr> Message-ID: <20110603210507.GA2591@obspm.fr> Le 03/06/2011 ? 22:56:46+0200, Albert Shih a ?crit > Hi > > I'm using RT 3.8.10 + RT-Authen-ExternalAuth-0.09 + RT-Extension-CommandByMail-0.09 > > and I find some strange thing : > > If I put > > Set($AutoCreateNonExternalUsers, 0); > > news users (not in the LDAP) cannot create a new ticket. I got > > User creation failed in mailgateway: Could not set user info > > but I can use > > AddCc: new_users > > > If I put > > Set($AutoCreateNonExternalUsers, 1); > > news users can create a new ticket but I can use Hummm...I CANNOT use sorry. > > AddCc: new_users > > I got a email from RT with subject="Extended mailgate error" and > body > > Failed command 'AddCc: desmo at ymail.com' > Error message: Impossible de trouver ou cr??er cet utilisateur > > (yes it's in french but that's normal ;-) > > Any help ? Is I do a mis-configuration or a bug ? If it's bug at what address I send a bug-report ? Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: ven 3 jui 2011 23:04:13 CEST From kgermann at corp.fibernetics.ca Sat Jun 4 15:39:09 2011 From: kgermann at corp.fibernetics.ca (Kris Germann) Date: Sat, 4 Jun 2011 19:39:09 +0000 Subject: [rt-users] On Transaction Extract Subject Tag of correspondence and add to ticket subject (shown when searching tickets) Message-ID: <28342E70E78A1045843E73EDD34B2CEE114F4FB9@MBX206.domain.local> I'm wondering if this is something I should be capable of doing, however right now it eludes me. For standard requests which have common subjects, for example, Subject: CUSTOMER NAME - PHONE NUMBER I'm attempting to write a scrip which then enables us to replace ticket's subject with the transaction's subject line, so if say we're doing an order for a customer, and in this case the order is rejected, the person who rejected it would add "REJECTED" to the subject: CUSTOMER NAME - PHONE NUMBER REJECTED. I'm wondering if there is a way as the subject here says, to extract the correspondence subject (changed subject from the email reply) and change the ticket title accordingly... Yes, this is a re-email of something I had gotten no response on AFAIK - http://www.gossamer-threads.com/lists/rt/users/96826?nohighlight=1#96826 I've tried "On Transaction Extract Subject Tag with template Transaction" Condition: On Transaction Action: Extract Subject Tag Template: Global Template: Transaction Stage: Transaction Create With no luck. Has anyone had any success with this? Kris Germann Supervisor, Sales & Technical Support Fibernetics Corporation freephoneline.ca 605 Boxwood Drive Cambridge ON, N3E1A5 -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Sat Jun 4 22:42:05 2011 From: vadud3 at gmail.com (Asif Iqbal) Date: Sat, 4 Jun 2011 22:42:05 -0400 Subject: [rt-users] user id and timeworked value of a transaction (was Re: need some explanation on rt.log data) In-Reply-To: References: Message-ID: On Fri, Jun 3, 2011 at 3:10 PM, Asif Iqbal wrote: > On Fri, Jul 16, 2010 at 3:10 PM, Asif Iqbal wrote: >> On Fri, Jul 9, 2010 at 2:45 PM, Kenneth Crocker wrote: >>> Asif, >>> >>> Sometimes, depending on the message, the number refers to the script being >>> acted on or a user ID or a QueueID, etc. That's about all I know. >> >> I applied the attached patch on /opt/rt3/lib/RT/Action/SendEmail.pm >> >> and now info log generated by SendEmail.pm on rt.log shows like this >> >> > > as shown in my patch, I were able to add the transaction id from > $self->TransactionObj->id; > > I like to modify this patch to add user id who created the transaction and > the optionla timeworked value for the transaction > > how do I get the user id and timeworked value of a transaction ? Ok included patch (patched lib/RT/Action/SendMail.pm) added the transaction id, user who worked on that transaction and timeworked to the rt-version line in rt.log and it shows like this, sanitized. YMMV Sun Jun 5 02:31:05 2011] [info]: #863978/5358179 - Scrip 87 Imported from RT 2.0 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:306) How do I convert the $self->TransactionObj->Creator to the name of the creator? > > >> >> The last number is now transaction id. >> >> [..] > > > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- A non-text attachment was scrubbed... Name: lib.RT.Action.SendMail.pm.patch Type: text/x-patch Size: 3870 bytes Desc: not available URL: From alex at peters.net Sun Jun 5 06:54:16 2011 From: alex at peters.net (Alex Peters) Date: Sun, 05 Jun 2011 20:54:16 +1000 Subject: [rt-users] 4.0.0: Upgrade database independently of installed code base? Message-ID: <4DEB6058.5060901@peters.net> I am attempting to upgrade my RT instance from 3.8.7 to 4.0.0. My elected approach is to set up the 4.0.0 instance alongside the original 3.8.7 instance (i.e. two separate databases), and verify that the 4.0.0 instance works properly before retiring the 3.8.7 one. I have successfully set up the 4.0.0 code base as a "new installation" via "make install," set up a separate MySQL database for 4.0.0 and copied the 3.8.7 schema into it. I understand that I need to apply a series of sequential upgrades to the copied database in order to make it a 4.0.0 schema and complete the 4.0.0 setup, but I can't see how this is done. The README document states in step 6b that "make upgrade" will provide the command necessary to upgrade the database. This implies a need to overwrite an existing code base--which, in my case, is not happening. Given my use case--one which I hadn't imagined would be all that uncommon--what is the correct approach to getting the database updated to the correct schema? (I apologise if this is explicitly covered somewhere in the docs. Things get harder to absorb as you read them over and over again...) From renato at gestorp.com.br Sun Jun 5 16:44:07 2011 From: renato at gestorp.com.br (Renato Guilhermini) Date: Sun, 5 Jun 2011 17:44:07 -0300 Subject: [rt-users] Getmail and user in opening a ticket. Message-ID: Hi folks, I am a new user of the RT, I have a doubt about the owner of open tickets. I'm reading the e-mails through getmail and generating a ticket to each new message received. But the tickets are being opened as a Nobody, i am tried all the software in search of an automatic amendment and did not find. How do you when you open a ticket via getmail is redirected to a user? Sorry my English. Thanks. Renato Guilhermini. -------------- next part -------------- An HTML attachment was scrubbed... URL: From af at genevainformation.ch Sun Jun 5 18:21:50 2011 From: af at genevainformation.ch (Alexander Finger) Date: Mon, 6 Jun 2011 00:21:50 +0200 Subject: [rt-users] Getmail and user in opening a ticket. In-Reply-To: References: Message-ID: Nobody as requestor? -> something is not as it's supposed to be Or Nobody as Owner? -> normal, as a new ticket has not yet an owner On Sun, Jun 5, 2011 at 10:44 PM, Renato Guilhermini wrote: > Hi folks, > > I am a new user of the RT, I have a doubt about the owner of open tickets. > > I'm reading the e-mails through getmail and generating a ticket to each new > message received. > > But the tickets are being opened as a Nobody, i am tried all the software in > search of an automatic amendment and did not find. > > How do you when you open a ticket via getmail is redirected to a user? > > Sorry my English. > > Thanks. > > Renato Guilhermini. > -- Netzwerkmanagement mit OpenNMS: http://www.dpunkt.de/buecher/3194.html From renato at gestorp.com.br Sun Jun 5 18:35:32 2011 From: renato at gestorp.com.br (Renato Guilhermini) Date: Sun, 5 Jun 2011 19:35:32 -0300 Subject: [rt-users] Getmail and user in opening a ticket. In-Reply-To: References: Message-ID: Alexander, Nobody as Owner? -> normal, as a new ticket has not yet an owner I want it to be automatically redirected to an owner, not want to be controlling the queue. Thanks for the feedback. 2011/6/5 Alexander Finger > Nobody as requestor? -> something is not as it's supposed to be > Or Nobody as Owner? -> normal, as a new ticket has not yet an owner > > > On Sun, Jun 5, 2011 at 10:44 PM, Renato Guilhermini > wrote: > > Hi folks, > > > > I am a new user of the RT, I have a doubt about the owner of open > tickets. > > > > I'm reading the e-mails through getmail and generating a ticket to each > new > > message received. > > > > But the tickets are being opened as a Nobody, i am tried all the software > in > > search of an automatic amendment and did not find. > > > > How do you when you open a ticket via getmail is redirected to a user? > > > > Sorry my English. > > > > Thanks. > > > > Renato Guilhermini. > > > > > > -- > > Netzwerkmanagement mit OpenNMS: http://www.dpunkt.de/buecher/3194.html > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rithy4u_os at hotmail.com Sun Jun 5 21:51:31 2011 From: rithy4u_os at hotmail.com (Rithy R) Date: Mon, 6 Jun 2011 01:51:31 +0000 Subject: [rt-users] How can I tackle CC emails and Exchange distribution list Message-ID: Hello, I experienced two issue after almost 6 months of RT deployment (version 3.8.7): 1. When requester send email to RT mailbox they CC a lot of people (10 email addresses or more). Those addresses did not include in CC list when we reply that ticket. Is there anyway we can automate that? 2. When I CC a distribution list in the same email server as RT mailbox it won?t send. It can send to other user without any issue. Please kindly help to advise some thought. It highly appreciated. Regards,Rithy -------------- next part -------------- An HTML attachment was scrubbed... URL: From matt at stratcom.com Mon Jun 6 00:50:46 2011 From: matt at stratcom.com (Matthew Rindfleisch) Date: Mon, 6 Jun 2011 00:50:46 -0400 Subject: [rt-users] RT 4.0: Can't seem to Insert CustomStatuses In-Reply-To: References: Message-ID: I'm having a little trouble reconfiguring my RT 4 installation. Previously, I had two custom statuses: "billable" and "follow-up" that were in my old RT 3.8 installation that worked alright. After the migration, these custom statuses disappeared. I followed RT's suggested protocol (but it is specified for 3.8 - http://requesttracker.wikia.com/wiki/CustomStatuses): > Copy the appropriate lines below into SiteConfigand add replace the example custom statuses wth your own, then restart RT. > See also NonTransitioningStatus > 3.8 [image: Edit 3.8 section] > Edit > > Set(@ActiveStatus, qw(new open XXX stalled)); > Set(@InactiveStatus, qw(resolved XXX rejected deleted SPAM)); > > > I have done so and had my hosting service, Gossamer Threads, reset the RT service. As opposed to last time, I am not seeing the new statuses as an option. This is a problem for me since there are some pre-migration tickets listed as "billable" and I cannot change their status at all. There are also tickets that have statuses of "new" and "open" that I would like to make "billable" but can't. Could someone please give some advice or assistance? Sincerely, -- Matthew Rindfleisch SMB System Administrator & Consultant Strategic Computer Solutions -- Matthew Rindfleisch SMB System Administrator & Consultant Strategic Computer Solutions Office: 248.888.0666 -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Mon Jun 6 01:47:28 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 6 Jun 2011 07:47:28 +0200 Subject: [rt-users] RT 4.0: Can't seem to Insert CustomStatuses In-Reply-To: References: Message-ID: <20110606054728.GA5171@easter-eggs.com> On Mon, Jun 06, 2011 at 12:50:46AM -0400, Matthew Rindfleisch wrote: > > Set(@ActiveStatus, qw(new open XXX stalled)); > > Set(@InactiveStatus, qw(resolved XXX rejected deleted SPAM)); > > > > > > I have done so and had my hosting service, Gossamer Threads, reset the RT > service. As opposed to last time, I am not seeing the new statuses as an > option. This is a problem for me since there are some pre-migration tickets > listed as "billable" and I cannot change their status at all. There are also > tickets that have statuses of "new" and "open" that I would like to make > "billable" but can't. > > Could someone please give some advice or assistance? > you have to look at the new configuration variables for in RT_Config.pm, search for "lifecycle" in this file. From af at genevainformation.ch Mon Jun 6 02:58:48 2011 From: af at genevainformation.ch (Alexander Finger) Date: Mon, 6 Jun 2011 08:58:48 +0200 Subject: [rt-users] Getmail and user in opening a ticket. In-Reply-To: References: Message-ID: Hello Renato, > Nobody as Owner? -> normal, as a new ticket has not yet an owner > I want it to be automatically redirected to an owner, not want to be > controlling the queue. there are custom scrip(t)s to set the owner of a newly created ticket; you find them for example here: http://requesttracker.wikia.com/wiki/Contributions A good starting point would be to look into this: http://requesttracker.wikia.com/wiki/SetOwnerAndQueueBySubject ..and develop from there on. rgds Alex -- Netzwerkmanagement mit OpenNMS: http://www.dpunkt.de/buecher/3194.html From bart at pleh.info Mon Jun 6 07:19:40 2011 From: bart at pleh.info (Bart) Date: Mon, 6 Jun 2011 13:19:40 +0200 Subject: [rt-users] RT 4 - install on Debian Squeeze In-Reply-To: <4DDD7EAF.6080600@dido.ca> References: <4DD42E28.9000607@dido.ca> <87pqn6fof7.fsf@shuttle.vesterheim.no> <4DDD7EAF.6080600@dido.ca> Message-ID: Hi, This topic might have been closed but I just want to reply with my Debian Squeeze installation steps. The steps are basically describing the installation from scratch while installing RT4 manually. The advantage here is that you can follow the RT releases instead of waiting for the Debian specific packages. (personally I think that's ok) *------------------------ BEGIN INSTALLATION STEPS ------------------------* Clean installation of Debian Squeeze, this means: - Only install the base system (nothing else) - Make sure that things like networking work (DNS, IP, etc.) After installation install the following basics: aptitude update aptitude full-upgrade aptitude install ntp ntpdate sudo screen openssh-server acpi-support acpid I don't know why but I like doing these separate: aptitude install build-essential aptitude install linux-headers-`uname -r` Edit the sources.lst nano -w /etc/apt/sources.lst Add "contrib non-free", not really requirered but sometimes you need items from those two sections. (I'm lazy and just add them to make sure that I don't bite my nails when I really need them). Then update the apt library: aptitude update Create the .ssh directory and extra files for when you use things like SSH (I do): cd /root/ mkdir .ssh chmod 700 .ssh touch .ssh/authorized_keys chmod 600 .ssh/authorized_keys Up to this point you've only installed the base Debian system. The next parts are specific for RT. Requirered packages for RT4: aptitude install apache2 mysql-server gcc make gawk libexpat1-dev libapache2-mod-perl2 Check if Apache is running: wget --spider localhost Download RT and unpack it: cd /tmp wget http://download.bestpractical.com/pub//rt/release/rt-4.0.0.tar.gz tar xvzf rt-4.0.0.tar.gz cd /tmp/rt-4.0.0 ./configure Now first run cpan in order to configure it: cpan Do the automatic thingy, after that you'll have to edit the cpan config in order to make the next part a hell of allot easyer: nano -w /etc/perl/CPAN/Config.pm Inside the config there are two "ask" parameters, remove the ask part and make sure it only contains "yes". I'm doing this because the following steps are going to install allot of perl modules and hitting return every minute or so is just too annoying. Then, check what dependencies your missing, this is CPAN based: make testdeps Now install all the depencencies by using the fixdeps parameter, this runs via CPAN: make fixdeps The fixdeps part will take a while and you might have to run it several times. You might even have to manually install a few of those dependencies (not too difficult). After a while you'll be done, the next thing you could do is upgrade all perl modules from within CPAN (optional since RT met it's requirements). Now we can install RT: cd /tmp/rt-4.0.0 make install Edit the SiteConfig, this is what I've made: nano -w /opt/rt4/etc/RT_SiteConfig.pm Set( $rtname, 'Request Tracker Name'); Set($Organization, 'Organization'); Set($CorrespondAddress , 'rt at some.url.com'); Set($CommentAddress , 'rt-comment at some.url.com'); Set($Timezone , 'Europe/Amsterdam'); # obviously choose what suits you Set($DatabaseType, 'mysql'); # e.g. Pg or mysql Set($DatabaseUser , 'root'); # Obviously make a separate DB for RT and give it a special user with privileges for that DB. In my test setup I'm just doing this with the root user (like I said, I'm a little lazy ^_~) Set($DatabasePassword , 'root'); # My test setup has root:root as user/password. Set($DatabaseName , 'rt4'); Set($WebPath , ""); Set($WebBaseURL , "http://rt4.some.url.com"); Next up is initializing the database: cd /tmp/rt-4.0.0 make initialize-database Now we configure apache to include the vhost: nano -w /etc/apache2/sites-available/rt4.some.url.com ErrorLog /opt/rt4/var/log/apache2.error TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 DocumentRoot "/opt/rt4/share/html" Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); /etc/init.d/apache2 restart Check if the new vhost is working and if RT is working. (as in, open it in a browser) During the first run it might take a while to show the webpage. Configure the outgoing e-mail, default Debian comes with exim. In my case I want the server to go to a smarthost, so run this command to configure exim with a smarthost (pretty easy setup, you can rerun it if it's not working): dpkg-reconfigure exim4-config On your mailserver side you can add this stuff in order to forward mail to your new RT instance: nano -w /etc/aliases rt at some.url.com: "|/opt/rt4/bin/rt-mailgate --queue general --action correspond --url http://rt4.test.intern.bkwi.nl" rt-comment at some.url.com: "|/opt/rt4/bin/rt-mailgate --queue general --action comment --url http://rt4.test.intern.bkwi.nl" Then update the aliases: newaliases The script that this line is refering to is rt-mailgate, you can find the perl script on your RT installation. I copied the script over to the mailserver into the path given above. Since it's perl it will work if the mailserver has perl installed. (in my case it worked out of the box) Before RT does anything with e-mail you need to set the following: - Create a user - Create a group - Set proper rights on the general queue After that you can test if the RT system is recieving mail. Websites and information that helped me the most: - http://requesttracker.wikia.com/wiki/ManualInstallation - /tmp/rt-4.0.0/README - /tmp/rt-4.0.0/docs/web_deployment.pod *------------------------ END INSTALLATION STEPS ------------------------* Hope this helps out some of you :) Best regards, Bart 2011/5/26 Gilbert Rebeiro > That's so nice, but too late. > I struggled one by one. > Oh well, this should be in the wiki or somewhere easier to find. > > Thanks, debian is great. > > G. > > > On 25/05/2011 5:41 PM, Vegard Vesterheim wrote: > >> On Wed, 18 May 2011 23:08:59 +0200 Alexander Finger< >> af at genevainformation.ch> wrote: >> >> If you want to keep your install clean, try to install the necessary >>> modules using apt-get instead of using fixdeps. >>> >> Good advice. >> >> Here are some oneliners from my personal notes on installing RT. These >> commands tries naively to identify Debian packages for the missing Perl >> modules reported by 'make testdeps'. It is far from perfect, but it >> alleviates some of the work of satisfying dependencies. >> >> make testdeps | grep '\.MISSING' | perl -pe 's/\s(\S+)\s.*MISSING/lc >> "lib$1-perl"/e' | sed \ >> 's/::/-/g' | while read p; do sudo apt-get --yes install $p; done >> >> make testdeps | perl -wnl -e '/^SOME DEPENDENCIES WERE MISSING/ ... /EOF/ >> and print' | grep\ >> '\.MISSING' | perl -pe 's/\s*([^. ]*).*/lc "lib$1-perl"/e' | sed >> 's/::/-/g' >> >> - Vegard V - >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Mon Jun 6 07:44:01 2011 From: bart at pleh.info (Bart) Date: Mon, 6 Jun 2011 13:44:01 +0200 Subject: [rt-users] Migrating to RT from another ticket system Message-ID: Hi, We are currently working on migrating to Request Tracker. The step on which we are now is creating a proof of concept, this is coming along pretty nicely. With the O'Reilly book + mailing lists + wiki at hand we're getting there, just filling out the specific details :) I do however want to look at a road bump ahead, which is migrating the old ticket date into RT. We have the ability to export all the current date to CSV format, keeping those fields that we feel are fit for RT. (the old/current ticketing system is Assyst from Axios Systems) We don't mind if ticket numbers are new, we prefer it really, as long as we can store the old ticket number in a CF (which I believe we can). What would be the best way to import the data? Can we use the command-line RT functions or do we have to do some database magic? (I'm not a database wizard so we'd have to find someone for that lol) The reason why I'm asking this is mainly to get some information about the migration process before hand, such information would safe me allot of time later on. So any information that would point us in the right direction would be helpful. Thanks in advance. Best regards, Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From raphael.mouneyres at sagemcom.com Mon Jun 6 07:53:29 2011 From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=) Date: Mon, 6 Jun 2011 13:53:29 +0200 Subject: [rt-users] Cannot resolve file, with NTLM auth Message-ID: <23715_1307361214_4DECBFBE_23715_837_1_OF3A401EC8.6194A556-ONC12578A7.0040FE28-C12578A7.004152D1@sagemcom.com> Hello, we're now using NTLM authentification on RT3.8.8 On user side everything works fine, but in the logs, i have the following line written four times each time a page is displayed [Mon Jun 6 11:48:24 2011] [warning]: [Mason] Cannot resolve file to component: /var/www/error/HTTP_UNAUTHORIZED.html.var (is file outside component root?) at /usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/ApacheHandler.pm line 853. (/usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/ApacheHandler.pm:853) For sure this file is "outside component root" as defined in my rt3.conf : DocumentRoot /opt/rt3/share/html May i need to add more options in rt3.conf or modify others in httpd.conf ? 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." # -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Mon Jun 6 08:43:59 2011 From: ktm at rice.edu (ktm at rice.edu) Date: Mon, 6 Jun 2011 07:43:59 -0500 Subject: [rt-users] Migrating to RT from another ticket system In-Reply-To: References: Message-ID: <20110606124359.GZ8700@staff-mud-56-27.rice.edu> On Mon, Jun 06, 2011 at 01:44:01PM +0200, Bart wrote: > Hi, > > We are currently working on migrating to Request Tracker. > > The step on which we are now is creating a proof of concept, this is coming > along pretty nicely. > With the O'Reilly book + mailing lists + wiki at hand we're getting there, > just filling out the specific details :) > > I do however want to look at a road bump ahead, which is migrating the old > ticket date into RT. > > We have the ability to export all the current date to CSV format, keeping > those fields that we feel are fit for RT. (the old/current ticketing system > is Assyst from Axios Systems) > We don't mind if ticket numbers are new, we prefer it really, as long as we > can store the old ticket number in a CF (which I believe we can). > > What would be the best way to import the data? > Can we use the command-line RT functions or do we have to do some database > magic? (I'm not a database wizard so we'd have to find someone for that lol) > > The reason why I'm asking this is mainly to get some information about the > migration process before hand, such information would safe me allot of time > later on. > > So any information that would point us in the right direction would be > helpful. > > Thanks in advance. > > Best regards, > > Bart Hi Bart, I would take a look at the Tools->Offline and see if you can generate an appropriate text file for import from your CSV. I used that method to create several thousand tickets at one shot. Cheers, Ken From bart at pleh.info Mon Jun 6 09:01:02 2011 From: bart at pleh.info (Bart) Date: Mon, 6 Jun 2011 15:01:02 +0200 Subject: [rt-users] Migrating to RT from another ticket system In-Reply-To: <20110606124359.GZ8700@staff-mud-56-27.rice.edu> References: <20110606124359.GZ8700@staff-mud-56-27.rice.edu> Message-ID: Hi Ken, I would have never looked at the Offline option lol, thought it was something completely different, I'l have a go at that one! I also just currently bumped into this commandline argument which might also help me out in a similar way: $ rt create -t ticket set subject="urgent contact request" set queue=general > It's an example which creates 1 ticket with 1 command, I could add some extra values to it to complete the lot but it looks like the Offline option does about the same in an easier format. Thanks for the tip. Best regards, Bart 2011/6/6 ktm at rice.edu > On Mon, Jun 06, 2011 at 01:44:01PM +0200, Bart wrote: > > Hi, > > > > We are currently working on migrating to Request Tracker. > > > > The step on which we are now is creating a proof of concept, this is > coming > > along pretty nicely. > > With the O'Reilly book + mailing lists + wiki at hand we're getting > there, > > just filling out the specific details :) > > > > I do however want to look at a road bump ahead, which is migrating the > old > > ticket date into RT. > > > > We have the ability to export all the current date to CSV format, keeping > > those fields that we feel are fit for RT. (the old/current ticketing > system > > is Assyst from Axios Systems) > > We don't mind if ticket numbers are new, we prefer it really, as long as > we > > can store the old ticket number in a CF (which I believe we can). > > > > What would be the best way to import the data? > > Can we use the command-line RT functions or do we have to do some > database > > magic? (I'm not a database wizard so we'd have to find someone for that > lol) > > > > The reason why I'm asking this is mainly to get some information about > the > > migration process before hand, such information would safe me allot of > time > > later on. > > > > So any information that would point us in the right direction would be > > helpful. > > > > Thanks in advance. > > > > Best regards, > > > > Bart > > Hi Bart, > > I would take a look at the Tools->Offline and see if you can generate > an appropriate text file for import from your CSV. I used that method > to create several thousand tickets at one shot. > > Cheers, > Ken > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Michael.Polenske at skm-skyline.de Mon Jun 6 09:04:50 2011 From: Michael.Polenske at skm-skyline.de (Michael Polenske) Date: Mon, 6 Jun 2011 15:04:50 +0200 Subject: [rt-users] "ShowTicket" for Groups that a requestor belongs to In-Reply-To: References: Message-ID: Hi Kenneth, thanks for your hint. Unfortunately this will not cover my problem. Maybe I should explain it a little bit more: - we have a queue called support - ~20 companies are able to submit tickets to this queue - All companies have 2-3 employees who can submit tickets for their company - Currently every company has only _one_ user to login into RT to submit tickets for their company - Every company can only see their submitted tickets (CreateTicket and SeeQueue or Privileged Users, ShowTicket for Requestor) Now we got request that every employee for every company should have their own account to RT to submit ticket (to clarify who in the customers company is owner of the ticket). Now problem at all, but now every user of one company should see all tickets of the other users of their company, just in case that someone is on vacation etc. If I follow your solution (open a group, move the employees in this group and give ShowTicket to this group) they can see ALL tickets - not only the tickets for their group. Maybe a solution like "Requestor Group" will cover my problem - I have no idea who to establish something like that .... Hope this clarifies my problem a little bit more J Thanks a lot and best regards, Michael From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Freitag, 3. Juni 2011 19:07 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] "ShowTicket" for Groups that a requestor belongs to Michael, Create a User-defined Group, put those individuals that need those rights to the Queue into that group, then go to Config->Queues(select the Queue)->Group rights and find that group and give the the rights they need. That way, the Global rights you gave to Requestors remains, but for that particular Queue, any member of this new group will have the rights you granted. Kenn LBNL On Fri, Jun 3, 2011 at 7:26 AM, Michael Polenske wrote: Hi there, I work now for years with RT, but before as user not as admin J Now our admin left and I have to takeover some tasks. One of the urgent one's I am not able to fix, maybe you can help. Situation: One Support-Queue, some users can submit tickets to and can see only their tickets (ShowTicket only for group requestor). But now we have to change it that way, that some user can belong to a group, and this group needs to see all tickets submitted by members of this group - nothing more, nothing less. Any idea how to handle this ? Thanks a lot and have a nice weekend - Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From knarrj at gsicommerce.com Mon Jun 6 09:29:03 2011 From: knarrj at gsicommerce.com (Joshua Knarr) Date: Mon, 06 Jun 2011 09:29:03 -0400 Subject: [rt-users] RT4 upgrade woes - user accounts lock? Message-ID: <1307366943.2129.1.camel@barley.gsicommerce.com> I am upgrading from RT 3.4.5 to RT 4. I read the docs and stopped at 3.8, did the schema stuff, and then continued to 4 per the instructions for upgrading mysql also. On the new system it runs for a few hours just fine, but then suddenly everyones account gets locked. I restarted the services, I checked my configs, I'm coming up empty. What went wrong or where should I be looking? Thanks. -- Joshua Knarr Systems Engineer GSI Commerce, Inc. http://www.gsicommerce.com E-Mail: knarrj at gsicommerce.com Office: 610-491-7110 Mobile: 484-636-7371 The information contained in this electronic mail transmission is intended only for the use of the individual or entity named in this transmission. If you are not the intended recipient of this transmission, you are hereby notified that any disclosure, copying or distribution of the contents of this transmission is strictly prohibited and that you should delete the contents of this transmission from your system immediately. Any comments or statements contained in this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or its subsidiaries and/or affiliates. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kristian.davies at gmail.com Mon Jun 6 09:39:10 2011 From: kristian.davies at gmail.com (Kristian Davies) Date: Mon, 6 Jun 2011 14:39:10 +0100 Subject: [rt-users] Pg to mysql : attachements not viewable Message-ID: I've just moved our RT DB from postgres to Mysql (5.1.50). Apart from the DB change, I edited RT_siteconfig.pm and also had to upgrade the perl-DBD-mysql module (apache is a centos 4, 32bit box). When I click on the attachment link I get nothing (in chrome) and in firefox I just get the path as text: http://rt/Ticket/Attachment/2113990/1349816/owl.jpg Full headers (in firefox): Content-Description: owl.jpg content-type: image/jpeg; name="owl.jpg" content-disposition: attachment; creation-date="Mon, 06 Jun 2011 12:37:03 GMT"; filename="owl.jpg"; modification-date="Mon, 06 Jun 2011 12:37:03 GMT"; size="48125" Content-Transfer-Encoding: base64 Content-Length: 46448 So it does appears to have ingested the image on ticket creation. I can't find anything in the logs that indicate anything is wrong. Just in case it's something to do with database encoding, I used rt-3.8.2/etc/schema.mysql to create the database (and rt3-on-pg-to-mysql script from the wiki?? to import from pg). Any ideas? -Kristian From Raed.El-Hames at daisygroupplc.com Mon Jun 6 09:48:12 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Mon, 6 Jun 2011 13:48:12 +0000 Subject: [rt-users] Migrating to RT from another ticket system In-Reply-To: References: Message-ID: <892593C9CA8E25458C440A63DDC6774D1E504BFE@DG-HEXMBX01.daisy.group> Bart: The offline tool will help you create the tickets as Ken suggested , however if you are looking to include any of your old tickets history (correspondence / updates), then I would recommend you look into using perl script and the rt api. Roy From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bart Sent: 06 June 2011 12:44 To: rt-users at lists.bestpractical.com Subject: [rt-users] Migrating to RT from another ticket system Hi, We are currently working on migrating to Request Tracker. The step on which we are now is creating a proof of concept, this is coming along pretty nicely. With the O'Reilly book + mailing lists + wiki at hand we're getting there, just filling out the specific details :) I do however want to look at a road bump ahead, which is migrating the old ticket date into RT. We have the ability to export all the current date to CSV format, keeping those fields that we feel are fit for RT. (the old/current ticketing system is Assyst from Axios Systems) We don't mind if ticket numbers are new, we prefer it really, as long as we can store the old ticket number in a CF (which I believe we can). What would be the best way to import the data? Can we use the command-line RT functions or do we have to do some database magic? (I'm not a database wizard so we'd have to find someone for that lol) The reason why I'm asking this is mainly to get some information about the migration process before hand, such information would safe me allot of time later on. So any information that would point us in the right direction would be helpful. Thanks in advance. Best regards, Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From gerard at eve-team.com Mon Jun 6 10:06:20 2011 From: gerard at eve-team.com (Gerard FENELON) Date: Mon, 06 Jun 2011 16:06:20 +0200 Subject: [rt-users] "ShowTicket" for Groups that a requestor belongs to In-Reply-To: References: Message-ID: <4DECDEDC.6080202@eve-team.com> Hi I would create a group for each company then I would wite a scrip to add a Group as Cc to the ticket at creation time depending on some characteristics of the Requestor. For example, if the Organization of the Requestor is "Yoyodine" then add group "Yoyodine". Finally give the appropriate rights to the Cc group. Gerard On 2011-06-06 15:04, Michael Polenske wrote: > > Hi Kenneth, > > thanks for your hint. Unfortunately this will not cover my problem. > Maybe I should explain it a little bit more: > > -we have a queue called support > > -~20 companies are able to submit tickets to this queue > > -All companies have 2-3 employees who can submit tickets for their company > > -Currently every company has only _/one/_ user to login into RT to > submit tickets for their company > > -Every company can only see their submitted tickets (CreateTicket and > SeeQueue or Privileged Users, ShowTicket for Requestor) > > Now we got request that every employee for every company should have > their own account to RT to submit ticket (to clarify who in the > customers company is owner of the ticket). Now problem at all, but now > every user of one company should see all tickets of the other users of > their company, just in case that someone is on vacation etc. > > If I follow your solution (open a group, move the employees in this > group and give ShowTicket to this group) they can see ALL tickets -- > not only the tickets for their group. Maybe a solution like "Requestor > Group" will cover my problem -- I have no idea who to establish > something like that .... > > Hope this clarifies my problem a little bit more J > > Thanks a lot and best regards, > > Michael > > *From:*rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of > *Kenneth Crocker > *Sent:* Freitag, 3. Juni 2011 19:07 > *To:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] "ShowTicket" for Groups that a requestor > belongs to > > Michael, > > Create a User-defined Group, put those individuals that need those > rights to the Queue into that group, then go to Config->Queues(select > the Queue)->Group rights and find that group and give the the rights > they need. That way, the Global rights you gave to Requestors remains, > but for that particular Queue, any member of this new group will have > the rights you granted. > > Kenn > LBNL > > On Fri, Jun 3, 2011 at 7:26 AM, Michael Polenske > > wrote: > > Hi there, > > I work now for years with RT, but before as user not as admin JNow our > admin left and I have to takeover some tasks. > > One of the urgent one's I am not able to fix, maybe you can help. > > Situation: > > One Support-Queue, some users can submit tickets to and can see only > their tickets (ShowTicket only for group requestor). But now we have > to change it that way, that some user can belong to a group, and this > group needs to see all tickets submitted by members of this group -- > nothing more, nothing less. > > Any idea how to handle this ? > > Thanks a lot and have a nice weekend -- Michael > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Jun 6 10:26:08 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 6 Jun 2011 10:26:08 -0400 Subject: [rt-users] On Transaction Extract Subject Tag of correspondence and add to ticket subject (shown when searching tickets) In-Reply-To: <28342E70E78A1045843E73EDD34B2CEE114F4FB9@MBX206.domain.local> References: <28342E70E78A1045843E73EDD34B2CEE114F4FB9@MBX206.domain.local> Message-ID: <20110606142608.GE912@jibsheet.com> On Sat, Jun 04, 2011 at 07:39:09PM +0000, Kris Germann wrote: > I'm wondering if this is something I should be capable of doing, however right now it eludes me. > > For standard requests which have common subjects, for example, Subject: CUSTOMER NAME - PHONE NUMBER > > I'm attempting to write a scrip which then enables us to replace ticket's subject with the transaction's subject line, so if say we're doing an order for a customer, and in this case the order is rejected, the person who rejected it would add "REJECTED" to the subject: CUSTOMER NAME - PHONE NUMBER REJECTED. > > I'm wondering if there is a way as the subject here says, to extract the correspondence subject (changed subject from the email reply) and change the ticket title accordingly... > > Yes, this is a re-email of something I had gotten no response on AFAIK - http://www.gossamer-threads.com/lists/rt/users/96826?nohighlight=1#96826 > > I've tried "On Transaction Extract Subject Tag with template Transaction" > Condition: On Transaction > Action: Extract Subject Tag > Template: Global Template: Transaction > Stage: Transaction Create The Extract Subject Tag scrip action isn't really what you want, it is used when two RTs talk to each other to maintain the subject tags (which are the [foo #1234] parts of a subject. You'll need to write a custom Scrip that updates the ticket's subject. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jun 6 10:33:04 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 6 Jun 2011 10:33:04 -0400 Subject: [rt-users] 4.0.0: Upgrade database independently of installed code base? In-Reply-To: <4DEB6058.5060901@peters.net> References: <4DEB6058.5060901@peters.net> Message-ID: <20110606143304.GF912@jibsheet.com> On Sun, Jun 05, 2011 at 08:54:16PM +1000, Alex Peters wrote: > I am attempting to upgrade my RT instance from 3.8.7 to 4.0.0. > > My elected approach is to set up the 4.0.0 instance alongside > the original 3.8.7 instance (i.e. two separate databases), and > verify that the 4.0.0 instance works properly before retiring > the 3.8.7 one. > > I have successfully set up the 4.0.0 code base as a "new > installation" via "make install," set up a separate MySQL > database for 4.0.0 and copied the 3.8.7 schema into it. > > I understand that I need to apply a series of sequential > upgrades to the copied database in order to make it a 4.0.0 > schema and complete the 4.0.0 setup, but I can't see how this > is done. > > The README document states in step 6b that "make upgrade" will > provide the command necessary to upgrade the database. This > implies a need to overwrite an existing code base--which, in my > case, is not happening. > > Given my use case--one which I hadn't imagined would be all > that uncommon--what is the correct approach to getting the > database updated to the correct schema? make upgrade will actually cleanly install everything into /opt/rt4 for you and print out the line. It is something like this: /opt/rt4/sbin/rt-setup-database --action upgrade --dba YOURDBAUSERNAME that last part is obviously site-specific. Please also review docs/UPGRADING-3.8 and docs/UPGRADING-4.0 and complete any relevant database upgrade steps listed there. -kevin > (I apologise if this is explicitly covered somewhere in the > docs. Things get harder to absorb as you read them over and > over again...) > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jun 6 10:38:58 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 6 Jun 2011 10:38:58 -0400 Subject: [rt-users] How can I tackle CC emails and Exchange distribution list In-Reply-To: References: Message-ID: <20110606143858.GG912@jibsheet.com> On Mon, Jun 06, 2011 at 01:51:31AM +0000, Rithy R wrote: > 1. When requester send email to RT mailbox they CC a lot of people (10 email addresses > or more). Those addresses did not include in CC list when we reply that ticket. Is there > anyway we can automate that? Read about ParseNewMessageForTicketCcs in RT_Config.pm > 2. When I CC a distribution list in the same email server as RT mailbox it won*t send. > It can send to other user without any issue. Sounds like a mail misconfiguration, but you haven't provided enough details. RT doesn't know the difference between a distribution list and a normal email -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From bart at pleh.info Mon Jun 6 10:39:10 2011 From: bart at pleh.info (Bart) Date: Mon, 6 Jun 2011 16:39:10 +0200 Subject: [rt-users] Migrating to RT from another ticket system In-Reply-To: <892593C9CA8E25458C440A63DDC6774D1E504BFE@DG-HEXMBX01.daisy.group> References: <892593C9CA8E25458C440A63DDC6774D1E504BFE@DG-HEXMBX01.daisy.group> Message-ID: Hi, I think I'll have to use the RT api since we have some specific ideas on hoe we want to implement the old data into RT which can\t be done using the Offline tool. I'm not that good with Perl (never tried so not sure where to look) but I'm currently looking into maybe using bash with the RT command to see if I can use the CSV file as an input in some way. Either way, I think I'm going in the right direction. It will take some time but when done right it will give us a nice migration :) Best regards, Bart 2011/6/6 Raed El-Hames > Bart: > > > > The offline tool will help you create the tickets as Ken suggested , > however if you are looking to include any of your old tickets history > (correspondence / updates), then I would recommend you look into using perl > script and the rt api. > > > > Roy > > > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Bart > *Sent:* 06 June 2011 12:44 > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] Migrating to RT from another ticket system > > > > Hi, > > We are currently working on migrating to Request Tracker. > > The step on which we are now is creating a proof of concept, this is coming > along pretty nicely. > With the O'Reilly book + mailing lists + wiki at hand we're getting there, > just filling out the specific details :) > > I do however want to look at a road bump ahead, which is migrating the old > ticket date into RT. > > We have the ability to export all the current date to CSV format, keeping > those fields that we feel are fit for RT. (the old/current ticketing system > is Assyst from Axios Systems) > We don't mind if ticket numbers are new, we prefer it really, as long as we > can store the old ticket number in a CF (which I believe we can). > > What would be the best way to import the data? > Can we use the command-line RT functions or do we have to do some database > magic? (I'm not a database wizard so we'd have to find someone for that lol) > > The reason why I'm asking this is mainly to get some information about the > migration process before hand, such information would safe me allot of time > later on. > > So any information that would point us in the right direction would be > helpful. > > Thanks in advance. > > Best regards, > > Bart > -------------- next part -------------- An HTML attachment was scrubbed... URL: From knarrj at gsicommerce.com Mon Jun 6 10:44:46 2011 From: knarrj at gsicommerce.com (Joshua Knarr) Date: Mon, 06 Jun 2011 10:44:46 -0400 Subject: [rt-users] RT4 upgrade woes - user accounts lock? In-Reply-To: <1307366943.2129.1.camel@barley.gsicommerce.com> References: <1307366943.2129.1.camel@barley.gsicommerce.com> Message-ID: <1307371486.2129.9.camel@barley.gsicommerce.com> I just tracked this down to the password changing in the database... If I try to log in after upgrading - it works for awhile then stops working. The question is why? The workaround: UPDATE Users SET Password=md5('password') WHERE Name='knarrj'; This isn't good. I would vastly prefer to not have to run the upgrade again and I would really like to use the old passwords. Is there a workaround? What changed? On Mon, 2011-06-06 at 09:29 -0400, Joshua Knarr wrote: > I am upgrading from RT 3.4.5 to RT 4. > > I read the docs and stopped at 3.8, did the schema stuff, and then > continued to 4 per the instructions for upgrading mysql also. > > On the new system it runs for a few hours just fine, but then suddenly > everyones account gets locked. > > I restarted the services, I checked my configs, I'm coming up empty. > What went wrong or where should I be looking? > > Thanks. > > -- Joshua Knarr Systems Engineer GSI Commerce, Inc. http://www.gsicommerce.com E-Mail: knarrj at gsicommerce.com Office: 610-491-7110 Mobile: 484-636-7371 The information contained in this electronic mail transmission is intended only for the use of the individual or entity named in this transmission. If you are not the intended recipient of this transmission, you are hereby notified that any disclosure, copying or distribution of the contents of this transmission is strictly prohibited and that you should delete the contents of this transmission from your system immediately. Any comments or statements contained in this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or its subsidiaries and/or affiliates. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Jun 6 10:45:44 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 6 Jun 2011 10:45:44 -0400 Subject: [rt-users] RT4 upgrade woes - user accounts lock? In-Reply-To: <1307366943.2129.1.camel@barley.gsicommerce.com> References: <1307366943.2129.1.camel@barley.gsicommerce.com> Message-ID: <20110606144544.GH912@jibsheet.com> On Mon, Jun 06, 2011 at 09:29:03AM -0400, Joshua Knarr wrote: > I am upgrading from RT 3.4.5 to RT 4. > > I read the docs and stopped at 3.8, did the schema stuff, and then continued to 4 per the > instructions for upgrading mysql also. > > On the new system it runs for a few hours just fine, but then suddenly everyones account gets > locked. What does "everyones account gets locked" mean? What is in your debug logs. What extensions do you have installed. -kevin > I restarted the services, I checked my configs, I'm coming up empty. What went wrong or where > should I be looking? -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jun 6 10:49:44 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 6 Jun 2011 10:49:44 -0400 Subject: [rt-users] Pg to mysql : attachements not viewable In-Reply-To: References: Message-ID: <20110606144944.GI912@jibsheet.com> On Mon, Jun 06, 2011 at 02:39:10PM +0100, Kristian Davies wrote: > I've just moved our RT DB from postgres to Mysql (5.1.50). Apart from > the DB change, I edited RT_siteconfig.pm and also had to upgrade the > perl-DBD-mysql module (apache is a centos 4, 32bit box). > > When I click on the attachment link I get nothing (in chrome) and in > firefox I just get the path as text: > > http://rt/Ticket/Attachment/2113990/1349816/owl.jpg > > Full headers (in firefox): > > Content-Description: owl.jpg > content-type: image/jpeg; name="owl.jpg" > content-disposition: attachment; creation-date="Mon, 06 Jun 2011 > 12:37:03 GMT"; filename="owl.jpg"; modification-date="Mon, 06 Jun 2011 > 12:37:03 GMT"; size="48125" > Content-Transfer-Encoding: base64 > Content-Length: 46448 > > So it does appears to have ingested the image on ticket creation. > > I can't find anything in the logs that indicate anything is wrong. > > Just in case it's something to do with database encoding, I used > rt-3.8.2/etc/schema.mysql to create the database (and > rt3-on-pg-to-mysql script from the wiki?? to import from pg). That's the wrong schema, you wanted schema.mysql-4.1 Any new attachments are likely to have corruption. I know nothing about the script you're using, but you have to convert out of the base64 storage used on Pg to binary storage on mysql. Your content-type headers imply that you didn't do that. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From knarrj at gsicommerce.com Mon Jun 6 10:57:01 2011 From: knarrj at gsicommerce.com (Joshua Knarr) Date: Mon, 06 Jun 2011 10:57:01 -0400 Subject: [rt-users] RT4 upgrade woes - user accounts lock? In-Reply-To: <20110606144544.GH912@jibsheet.com> References: <1307366943.2129.1.camel@barley.gsicommerce.com> <20110606144544.GH912@jibsheet.com> Message-ID: <1307372221.2129.17.camel@barley.gsicommerce.com> Kevin, No-one can log in (including root). I eventually figured out I could reset a password with: UPDATE Users SET Password=md5('password') WHERE Name='knarrj'; This resets the password of the user. I changed my loglevel to debug and restarted httpd and sure enough I'm locked out again. log snippit: [Mon Jun 6 14:54:10 2011] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt4/var/data/gpg). PGP support has been disabled (/opt/rt4/sbin/../lib/RT/Config.pm:521) [Mon Jun 6 14:54:29 2011] [error]: FAILED LOGIN for knarrj from 172.25.30.147 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:639) [Mon Jun 6 14:54:36 2011] [error]: FAILED LOGIN for knarrj from 172.25.30.147 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:639) [Mon Jun 6 14:54:50 2011] [error]: FAILED LOGIN for knarrj from 172.25.30.147 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:639) Extensions - we're very boring here and have no extensions installed. Thanks, Josh On Mon, 2011-06-06 at 10:45 -0400, Kevin Falcone wrote: > On Mon, Jun 06, 2011 at 09:29:03AM -0400, Joshua Knarr wrote: > > I am upgrading from RT 3.4.5 to RT 4. > > > > I read the docs and stopped at 3.8, did the schema stuff, and then continued to 4 per the > > instructions for upgrading mysql also. > > > > On the new system it runs for a few hours just fine, but then suddenly everyones account gets > > locked. > > What does "everyones account gets locked" mean? > What is in your debug logs. > What extensions do you have installed. > > -kevin > > > I restarted the services, I checked my configs, I'm coming up empty. What went wrong or where > > should I be looking? -- Joshua Knarr Systems Engineer GSI Commerce, Inc. http://www.gsicommerce.com E-Mail: knarrj at gsicommerce.com Office: 610-491-7110 Mobile: 484-636-7371 The information contained in this electronic mail transmission is intended only for the use of the individual or entity named in this transmission. If you are not the intended recipient of this transmission, you are hereby notified that any disclosure, copying or distribution of the contents of this transmission is strictly prohibited and that you should delete the contents of this transmission from your system immediately. Any comments or statements contained in this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or its subsidiaries and/or affiliates. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Jun 6 10:57:27 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 6 Jun 2011 10:57:27 -0400 Subject: [rt-users] RT4 upgrade woes - user accounts lock? In-Reply-To: <1307371486.2129.9.camel@barley.gsicommerce.com> References: <1307366943.2129.1.camel@barley.gsicommerce.com> <1307371486.2129.9.camel@barley.gsicommerce.com> Message-ID: <20110606145727.GJ912@jibsheet.com> On Mon, Jun 06, 2011 at 10:44:46AM -0400, Joshua Knarr wrote: > I just tracked this down to the password changing in the database... > > If I try to log in after upgrading - it works for awhile then stops working. The question is > why? > > The workaround: > UPDATE Users SET Password=md5('password') WHERE Name='knarrj'; > > This isn't good. I would vastly prefer to not have to run the upgrade again and I would really > like to use the old passwords. Is there a workaround? What changed? What changed was http://lists.bestpractical.com/pipermail/rt-announce/2011-January/000185.html It is also documented in docs/UPGRADING-3.8 It sounds like you have an extension somewhere that clobbers the new password checking routine. It also sounds like you missed some parts of the upgrade. -kevin > On Mon, 2011-06-06 at 09:29 -0400, Joshua Knarr wrote: > > I am upgrading from RT 3.4.5 to RT 4. > > I read the docs and stopped at 3.8, did the schema stuff, and then continued to 4 per the > instructions for upgrading mysql also. > > On the new system it runs for a few hours just fine, but then suddenly everyones account > gets locked. > > I restarted the services, I checked my configs, I'm coming up empty. What went wrong or > where should I be looking? -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kristian.davies at gmail.com Mon Jun 6 11:46:04 2011 From: kristian.davies at gmail.com (Kristian Davies) Date: Mon, 6 Jun 2011 16:46:04 +0100 Subject: [rt-users] Pg to mysql : attachements not viewable In-Reply-To: <20110606144944.GI912@jibsheet.com> References: <20110606144944.GI912@jibsheet.com> Message-ID: > That's the wrong schema, you wanted schema.mysql-4.1 > Any new attachments are likely to have corruption. > > I know nothing about the script you're using, but you have to convert > out of the base64 storage used on Pg to binary storage on mysql. > Your content-type headers imply that you didn't do that. Ahh balls. -K From bart at pleh.info Mon Jun 6 12:06:51 2011 From: bart at pleh.info (Bart) Date: Mon, 6 Jun 2011 18:06:51 +0200 Subject: [rt-users] Migrating to RT from another ticket system In-Reply-To: References: <892593C9CA8E25458C440A63DDC6774D1E504BFE@DG-HEXMBX01.daisy.group> Message-ID: Hi, Small update, after some playing around with the Offline page I think I'll go with that option. We already did some testing and imported 900 tickets, it went pretty smooth except for some field names that didn't match the fields for RT (quote problem, not too difficult to fix). With a little Excel magic it's quite easy to create a template that will work with all the fields that we want to migrate over to RT. The command line option is still a good one but so far the time required for tinkering with the CSV file is allot less (for me at least) compared to the time I'd need for writing a migration script. Best regards, Bart 2011/6/6 Bart > Hi, > > I think I'll have to use the RT api since we have some specific ideas on > hoe we want to implement the old data into RT which can\t be done using the > Offline tool. > > I'm not that good with Perl (never tried so not sure where to look) but I'm > currently looking into maybe using bash with the RT command to see if I can > use the CSV file as an input in some way. > > Either way, I think I'm going in the right direction. It will take some > time but when done right it will give us a nice migration :) > > Best regards, > > Bart > > > > > 2011/6/6 Raed El-Hames > >> Bart: >> >> >> >> The offline tool will help you create the tickets as Ken suggested , >> however if you are looking to include any of your old tickets history >> (correspondence / updates), then I would recommend you look into using perl >> script and the rt api. >> >> >> >> Roy >> >> >> >> *From:* rt-users-bounces at lists.bestpractical.com [mailto: >> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Bart >> *Sent:* 06 June 2011 12:44 >> *To:* rt-users at lists.bestpractical.com >> *Subject:* [rt-users] Migrating to RT from another ticket system >> >> >> >> Hi, >> >> We are currently working on migrating to Request Tracker. >> >> The step on which we are now is creating a proof of concept, this is >> coming along pretty nicely. >> With the O'Reilly book + mailing lists + wiki at hand we're getting there, >> just filling out the specific details :) >> >> I do however want to look at a road bump ahead, which is migrating the old >> ticket date into RT. >> >> We have the ability to export all the current date to CSV format, keeping >> those fields that we feel are fit for RT. (the old/current ticketing system >> is Assyst from Axios Systems) >> We don't mind if ticket numbers are new, we prefer it really, as long as >> we can store the old ticket number in a CF (which I believe we can). >> >> What would be the best way to import the data? >> Can we use the command-line RT functions or do we have to do some database >> magic? (I'm not a database wizard so we'd have to find someone for that lol) >> >> The reason why I'm asking this is mainly to get some information about the >> migration process before hand, such information would safe me allot of time >> later on. >> >> So any information that would point us in the right direction would be >> helpful. >> >> Thanks in advance. >> >> Best regards, >> >> Bart >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike at dido.ca Mon Jun 6 12:20:57 2011 From: mike at dido.ca (Mike DeVries) Date: Mon, 06 Jun 2011 12:20:57 -0400 Subject: [rt-users] Group permission to comment but not reply In-Reply-To: References: <4DE8C054.4060800@dido.ca> Message-ID: <4DECFE69.8060606@dido.ca> Thanks. I wanted the group rights to apply to all queues so I set those permissions globally. However i find that a user in the dev group is still able to reply to tickets. Is it because users in the dev group are also privileged users, which have the right to reply to tickets? How are rights conflicts resolved? Do restrictions take precedence over rights? Do rights of system groups trump rights of personal groups? Do rights on specific queues trump global rights? How is the best way to restrict rights of users who are in multiple groups? Thanks, Mike On 6/3/2011 7:17 AM, Ruslan Zakirov wrote: > Hi, > > Don't grand ModifyTicket and ReplyToTicket to developers group. This > includes avoid granting these rights on top system groups. Grant them > ShowTicket and CommentTicket rights. > > In UI open configuration -> queues -> pick support queue -> group > rights. RT4's rights UI is different, but at the end it allows you as > much as RT3. > > On Fri, Jun 3, 2011 at 3:07 PM, Mike DeVries wrote: >> I'm installing RT 4 for a software company. Customer issues are handled by >> support staff and may need to go to the development team. I've set up the >> two groups and populated them but I'm having trouble understanding how I can >> allow the dev team to comment on tickets but not reply, while allowing the >> support team both permissions. The Group configuration page doesn't seem to >> include those permissions >> >> Can someone help me with the correct procedure, or point me to the pertinent >> documentation? >> >> Thanks, >> Mike >> >> > > -- Mike DeVries *Dido Internet Inc* 514-990-4444 mike at dido.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Jun 6 12:30:15 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 6 Jun 2011 12:30:15 -0400 Subject: [rt-users] Group permission to comment but not reply In-Reply-To: <4DECFE69.8060606@dido.ca> References: <4DE8C054.4060800@dido.ca> <4DECFE69.8060606@dido.ca> Message-ID: <20110606163015.GK912@jibsheet.com> On Mon, Jun 06, 2011 at 12:20:57PM -0400, Mike DeVries wrote: > Thanks. I wanted the group rights to apply to all queues so I set those permissions globally. > However i find that a user in the dev group is still able to reply to tickets. Is it because > users in the dev group are also privileged users, which have the right to reply to tickets? If you grant globally to Privileged, then all privileged users get those rights, regardless of what groups they're in. Unfortunately, there are no negative rights in RT You need to start low and local with your rights. Keep in mind that you can add groups to groups to build your rights structure. -kevin > How are rights conflicts resolved? Do restrictions take precedence over rights? Do rights of > system groups trump rights of personal groups? Do rights on specific queues trump global > rights? > > How is the best way to restrict rights of users who are in multiple groups? > > Thanks, > Mike > > On 6/3/2011 7:17 AM, Ruslan Zakirov wrote: > > Hi, > > Don't grand ModifyTicket and ReplyToTicket to developers group. This > includes avoid granting these rights on top system groups. Grant them > ShowTicket and CommentTicket rights. > > In UI open configuration -> queues -> pick support queue -> group > rights. RT4's rights UI is different, but at the end it allows you as > much as RT3. > > On Fri, Jun 3, 2011 at 3:07 PM, Mike DeVries [1] wrote: > > I'm installing RT 4 for a software company. Customer issues are handled by > support staff and may need to go to the development team. I've set up the > two groups and populated them but I'm having trouble understanding how I can > allow the dev team to comment on tickets but not reply, while allowing the > support team both permissions. The Group configuration page doesn't seem to > include those permissions > > Can someone help me with the correct procedure, or point me to the pertinent > documentation? -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kyle at avalontel.com Mon Jun 6 14:06:03 2011 From: kyle at avalontel.com (Kyle Thomas) Date: Mon, 06 Jun 2011 14:06:03 -0400 Subject: [rt-users] Template to include All ticket content on resolve Message-ID: <0LMD00ENZRM4UXT0@mta4.srv.hcvlny.cv.net> Can anyone share with me a template that will include all of the tickets contents/transactions when resolved? The default resolve template has a URL link but I do not want my customers going to the URL and I would just like to include the entire ticket history contents on resolve Kyle -------------- next part -------------- An HTML attachment was scrubbed... URL: From kyle at avalontel.com Mon Jun 6 15:24:51 2011 From: kyle at avalontel.com (Kyle Thomas) Date: Mon, 06 Jun 2011 15:24:51 -0400 Subject: [rt-users] Template to include All ticket content on resolve In-Reply-To: <0LMD00ENZRM4UXT0@mta4.srv.hcvlny.cv.net> Message-ID: <0LMD00GQIV9HSLC0@mta5.srv.hcvlny.cv.net> Ok Here is what I found in the old archives On resolve it is putting in the "Initial request" content fine but it is not including the complete ticket history it only shows ---------------------------------------------------------------- Complete Ticket History ---------------------------------------------------------------- And does not show any of the comments or correspondence in the ticket . Can anyone take a look at my code I have under complete ticket history and suggest why it is not including the history??? Subject: Resolved: {$Ticket->Subject} Dear customer, according to our records your issue regarding "{$Ticket->Subject()}", has been resolved in our ticket system. If you have any further questions or concerns, please reply to this message to reopen the ticket or email (our email) to open another ticket. Regards, Our Name ---------------------------------------------------------------- Your initial request was ---------------------------------------------------------------- {$Ticket->Transactions->First->Content()} ---------------------------------------------------------------- Complete Ticket History ---------------------------------------------------------------- { my $resolved_transaction; my $resolved_message = ""; my $last_content; my $Transactions = $Ticket->Transactions; $Transactions->OrderBy; $Transactions->GotoFirstItem; while (my $Transaction = $Transactions->Next) { if ($Transaction->Type eq 'Correspond') { $resolved_transaction = $Transaction; } elsif (!$Transactions->IsLast) { $resolved_transaction = undef; } if ($resolved_transaction) { my $attachments = $resolved_transaction->Attachments; $attachments->GotoFirstItem; while (my $message = $attachments->Next) { next unless $message->ContentType =~ m!^(text/plain|message|text$)!i; my $content = $message->Content; if ($last_content eq $content) { $content = undef; } next unless length $content; $last_content = $content; my $subject = ($message->Subject || $Ticket->Subject); my $wrapper = Text::Wrapper->new(columns=>70); $content = $wrapper->wrap($content); $resolved_message .= "Subject: "; $resolved_message .= $subject; $resolved_message .= "\n"; $resolved_message .= "From: "; $resolved_message .= $message->CreatorObj->RealName ." (".$rtname.")"; $resolved_message .= "\n"; $resolved_message .= "Time: "; $resolved_message .= $message->CreatedObj->AsString; $resolved_message .= "\n"; $resolved_message .= "\n"; $resolved_message .= "$content\n"; $resolved_message .= "------------------------------------------------\n"; } } } $resolved_message; } Kyle _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kyle Thomas Sent: Monday, June 06, 2011 2:06 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Template to include All ticket content on resolve Can anyone share with me a template that will include all of the tickets contents/transactions when resolved? The default resolve template has a URL link but I do not want my customers going to the URL and I would just like to include the entire ticket history contents on resolve Kyle -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Jun 6 15:25:31 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 6 Jun 2011 12:25:31 -0700 Subject: [rt-users] How can I tackle CC emails and Exchange distribution list In-Reply-To: <20110606143858.GG912@jibsheet.com> References: <20110606143858.GG912@jibsheet.com> Message-ID: Rithy, If you don't want ALL queues to parse the "Cc's", then I have a scrip I created that parses "Cc's" that can be applied on a Queue-by-Queue basis. Kenn LBNL On Mon, Jun 6, 2011 at 7:38 AM, Kevin Falcone wrote: > On Mon, Jun 06, 2011 at 01:51:31AM +0000, Rithy R wrote: > > 1. When requester send email to RT mailbox they CC a lot of > people (10 email addresses > > or more). Those addresses did not include in CC list when we reply > that ticket. Is there > > anyway we can automate that? > > Read about ParseNewMessageForTicketCcs in RT_Config.pm > > > 2. When I CC a distribution list in the same email server as RT > mailbox it won*t send. > > It can send to other user without any issue. > > Sounds like a mail misconfiguration, but you haven't provided enough > details. RT doesn't know the difference between a distribution list > and a normal email > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Jun 6 15:38:22 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 6 Jun 2011 12:38:22 -0700 Subject: [rt-users] "ShowTicket" for Groups that a requestor belongs to In-Reply-To: References: Message-ID: Michael, RT allows for multiple Requestors on a ticklet. So I would do the following: 1) Put each set of company employees into a separate Group. 2) Create a scrip that (upon ticket creation) finds the group that the Requestor is in and add the rest of that group's members as Requestors for that ticket. That last part would be similar to the code that add's "Cc's" to the list of ticket "Cc's". Now, your *original privilege* of "ShowTicket" for Requestors only (at the Global level) will work as originally desired. I'm sure someone out there has some code like this. If not, I have some code that checks for group membership and some other code that add *group members * to the "Cc" list. We can put those two together. Kenn LBNL On Mon, Jun 6, 2011 at 6:04 AM, Michael Polenske < Michael.Polenske at skm-skyline.de> wrote: > Hi Kenneth, > > > > thanks for your hint. Unfortunately this will not cover my problem. Maybe I > should explain it a little bit more: > > > > - we have a queue called support > > - ~20 companies are able to submit tickets to this queue > > - All companies have 2-3 employees who can submit tickets for their > company > > - Currently every company has only _*one*_ user to login into RT to > submit tickets for their company > > - Every company can only see their submitted tickets (CreateTicket > and SeeQueue or Privileged Users, ShowTicket for Requestor) > > > > Now we got request that every employee for every company should have their > own account to RT to submit ticket (to clarify who in the customers company > is owner of the ticket). Now problem at all, but now every user of one > company should see all tickets of the other users of their company, just in > case that someone is on vacation etc. > > > > If I follow your solution (open a group, move the employees in this group > and give ShowTicket to this group) they can see ALL tickets ? not only the > tickets for their group. Maybe a solution like ?Requestor Group? will cover > my problem ? I have no idea who to establish something like that ?. > > > > Hope this clarifies my problem a little bit more J > > > > Thanks a lot and best regards, > > Michael > > > > > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker > *Sent:* Freitag, 3. Juni 2011 19:07 > *To:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] "ShowTicket" for Groups that a requestor belongs > to > > > > Michael, > > Create a User-defined Group, put those individuals that need those rights > to the Queue into that group, then go to Config->Queues(select the > Queue)->Group rights and find that group and give the the rights they need. > That way, the Global rights you gave to Requestors remains, but for that > particular Queue, any member of this new group will have the rights you > granted. > > Kenn > LBNL > > On Fri, Jun 3, 2011 at 7:26 AM, Michael Polenske < > Michael.Polenske at skm-skyline.de> wrote: > > Hi there, > > > > I work now for years with RT, but before as user not as admin J Now our > admin left and I have to takeover some tasks. > > > > One of the urgent one?s I am not able to fix, maybe you can help. > > > > Situation: > > > > One Support-Queue, some users can submit tickets to and can see only their > tickets (ShowTicket only for group requestor). But now we have to change it > that way, that some user can belong to a group, and this group needs to see > all tickets submitted by members of this group ? nothing more, nothing less. > > > > Any idea how to handle this ? > > > > Thanks a lot and have a nice weekend ? Michael > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Jun 6 16:24:22 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 7 Jun 2011 00:24:22 +0400 Subject: [rt-users] Template to include All ticket content on resolve In-Reply-To: <0LMD00ENZRM4UXT0@mta4.srv.hcvlny.cv.net> References: <0LMD00ENZRM4UXT0@mta4.srv.hcvlny.cv.net> Message-ID: On Mon, Jun 6, 2011 at 10:06 PM, Kyle Thomas wrote: > Can anyone share with me a template that will include all of the tickets > contents/transactions when resolved? The default resolve template has a URL > link but I do not want my customers going to the URL and I would just like > to include the entire ticket history contents on resolve Take a look at: http://requesttracker.wikia.com/wiki/AddTicketHistoryToMail -- Best regards, Ruslan. From Albert.Shih at obspm.fr Mon Jun 6 16:48:38 2011 From: Albert.Shih at obspm.fr (Albert Shih) Date: Mon, 6 Jun 2011 22:48:38 +0200 Subject: [rt-users] Maybe bug in commandbymail. In-Reply-To: <20110603205646.GA2391@obspm.fr> References: <20110603205646.GA2391@obspm.fr> Message-ID: <20110606204838.GA3527@obspm.fr> Le 03/06/2011 ? 22:56:46+0200, Albert Shih a ?crit > Hi > > I'm using RT 3.8.10 + RT-Authen-ExternalAuth-0.09 + RT-Extension-CommandByMail-0.09 > > and I find some strange thing : > > If I put > > Set($AutoCreateNonExternalUsers, 0); > > news users (not in the LDAP) cannot create a new ticket. I got > > User creation failed in mailgateway: Could not set user info > > but I can use > > AddCc: new_users > > > If I put > > Set($AutoCreateNonExternalUsers, 1); > > news users can create a new ticket but I cannot use > > AddCc: new_users > > I got a email from RT with subject="Extended mailgate error" and > body > > Failed command 'AddCc: desmo at ymail.com' > Error message: Impossible de trouver ou cr??er cet utilisateur > > (yes it's in french but that's normal ;-) > > Any help ? Is I do a mis-configuration or a bug ? > Anyone ? regards. -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: lun 6 jui 2011 22:48:24 CEST From kfcrocker at lbl.gov Mon Jun 6 16:51:04 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 6 Jun 2011 13:51:04 -0700 Subject: [rt-users] Maybe bug in commandbymail. In-Reply-To: <20110606204838.GA3527@obspm.fr> References: <20110603205646.GA2391@obspm.fr> <20110606204838.GA3527@obspm.fr> Message-ID: Albert, I get the same thing on dates. The create works great but the updates sends back an error message, even though the data IS updated. Kenn LBNL On Mon, Jun 6, 2011 at 1:48 PM, Albert Shih wrote: > Le 03/06/2011 ? 22:56:46+0200, Albert Shih a ?crit > > Hi > > > > I'm using RT 3.8.10 + RT-Authen-ExternalAuth-0.09 + > RT-Extension-CommandByMail-0.09 > > > > and I find some strange thing : > > > > If I put > > > > Set($AutoCreateNonExternalUsers, 0); > > > > news users (not in the LDAP) cannot create a new ticket. I got > > > > User creation failed in mailgateway: Could not set user > info > > > > but I can use > > > > AddCc: new_users > > > > > > If I put > > > > Set($AutoCreateNonExternalUsers, 1); > > > > news users can create a new ticket but I cannot use > > > > AddCc: new_users > > > > I got a email from RT with subject="Extended mailgate error" and > > body > > > > Failed command 'AddCc: desmo at ymail.com' > > Error message: Impossible de trouver ou cr??er cet > utilisateur > > > > (yes it's in french but that's normal ;-) > > > > Any help ? Is I do a mis-configuration or a bug ? > > > > Anyone ? > > regards. > > -- > Albert SHIH > DIO batiment 15 > Observatoire de Paris Meudon > 5 Place Jules Janssen > 92195 Meudon Cedex > T?l?phone : 01 45 07 76 26/06 86 69 95 71 > Heure local/Local time: > lun 6 jui 2011 22:48:24 CEST > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kyle at avalontel.com Mon Jun 6 16:52:05 2011 From: kyle at avalontel.com (Kyle Thomas) Date: Mon, 06 Jun 2011 16:52:05 -0400 Subject: [rt-users] Template to include All ticket content on resolve In-Reply-To: Message-ID: <0LMD000D0ZAV0MC0@mta1.srv.hcvlny.cv.net> Yes that is what I used Can you see my other email I sent Ok Here is what I found in the old archives On resolve it is putting in the "Initial request" content fine but it is not including the complete ticket history it only shows ---------------------------------------------------------------- Complete Ticket History ---------------------------------------------------------------- And does not show any of the comments or correspondence in the ticket . Can anyone take a look at my code I have under complete ticket history and suggest why it is not including the history??? Subject: Resolved: {$Ticket->Subject} Dear customer, according to our records your issue regarding "{$Ticket->Subject()}", has been resolved in our ticket system. If you have any further questions or concerns, please reply to this message to reopen the ticket or email (our email) to open another ticket. Regards, Our Name ---------------------------------------------------------------- Your initial request was ---------------------------------------------------------------- {$Ticket->Transactions->First->Content()} ---------------------------------------------------------------- Complete Ticket History ---------------------------------------------------------------- { my $resolved_transaction; my $resolved_message = ""; my $last_content; my $Transactions = $Ticket->Transactions; $Transactions->OrderBy; $Transactions->GotoFirstItem; while (my $Transaction = $Transactions->Next) { if ($Transaction->Type eq 'Correspond') { $resolved_transaction = $Transaction; } elsif (!$Transactions->IsLast) { $resolved_transaction = undef; } if ($resolved_transaction) { my $attachments = $resolved_transaction->Attachments; $attachments->GotoFirstItem; while (my $message = $attachments->Next) { next unless $message->ContentType =~ m!^(text/plain|message|text$)!i; my $content = $message->Content; if ($last_content eq $content) { $content = undef; } next unless length $content; $last_content = $content; my $subject = ($message->Subject || $Ticket->Subject); my $wrapper = Text::Wrapper->new(columns=>70); $content = $wrapper->wrap($content); $resolved_message .= "Subject: "; $resolved_message .= $subject; $resolved_message .= "\n"; $resolved_message .= "From: "; $resolved_message .= $message->CreatorObj->RealName ." (".$rtname.")"; $resolved_message .= "\n"; $resolved_message .= "Time: "; $resolved_message .= $message->CreatedObj->AsString; $resolved_message .= "\n"; $resolved_message .= "\n"; $resolved_message .= "$content\n"; $resolved_message .= "------------------------------------------------\n"; } } } $resolved_message; } Kyle -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Monday, June 06, 2011 4:24 PM To: Kyle Thomas Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Template to include All ticket content on resolve On Mon, Jun 6, 2011 at 10:06 PM, Kyle Thomas wrote: > Can anyone share with me a template that will include all of the tickets > contents/transactions when resolved? The default resolve template has a URL > link but I do not want my customers going to the URL and I would just like > to include the entire ticket history contents on resolve Take a look at: http://requesttracker.wikia.com/wiki/AddTicketHistoryToMail -- Best regards, Ruslan. From ruz at bestpractical.com Mon Jun 6 17:03:10 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 7 Jun 2011 01:03:10 +0400 Subject: [rt-users] Template to include All ticket content on resolve In-Reply-To: <0LMD000D0ZAV0MC0@mta1.srv.hcvlny.cv.net> References: <0LMD000D0ZAV0MC0@mta1.srv.hcvlny.cv.net> Message-ID: Hi, Check error logs. Increase logging to debug. Add more debugging to the template. Nobody touched that page for a while. I don't recall complaints. On Tue, Jun 7, 2011 at 12:52 AM, Kyle Thomas wrote: > Yes that is what I used > > Can you see my other email I sent > > Ok Here is what I found in the old archives > > > > On resolve it is putting in the "Initial request" content fine but it is not > including the complete ticket history it only shows > > ---------------------------------------------------------------- > > Complete Ticket History > > ---------------------------------------------------------------- > > > > And does not show any of the comments or correspondence in the ticket . Can > anyone take a look at my code I have under complete ticket history and > suggest why it is not including the history??? > > > > > > > > > > > > > > > > Subject: Resolved: {$Ticket->Subject} > > > > Dear customer, > > > > > > > > according to our records your issue regarding > > > > > > > > "{$Ticket->Subject()}", > > > > > > > > has been resolved in our ticket system. > > > > > > If you have any further questions or concerns, please reply to this > > > > message to reopen the ticket or email (our email) ?to open another ticket. > > > > Regards, > > > > Our Name > > > > > > ---------------------------------------------------------------- > > > > Your initial request was > > > > ---------------------------------------------------------------- > > > > > > > > {$Ticket->Transactions->First->Content()} > > > > > > ---------------------------------------------------------------- > > Complete Ticket History > > ---------------------------------------------------------------- > > > > > > > > > > { > > my $resolved_transaction; > > my $resolved_message = ""; > > my $last_content; > > my $Transactions = $Ticket->Transactions; > > $Transactions->OrderBy; > > $Transactions->GotoFirstItem; > > while (my $Transaction = $Transactions->Next) { > > if ($Transaction->Type eq 'Correspond') { > > $resolved_transaction = $Transaction; > > } elsif (!$Transactions->IsLast) { > > $resolved_transaction = undef; > > } > > > > if ($resolved_transaction) { > > > > my $attachments = $resolved_transaction->Attachments; > > $attachments->GotoFirstItem; > > > > while (my $message = $attachments->Next) { > > next unless $message->ContentType =~ > > m!^(text/plain|message|text$)!i; > > > > my $content = $message->Content; > > if ($last_content eq $content) { > > $content = undef; } > > next unless length $content; > > $last_content = $content; > > > > my $subject = ($message->Subject || $Ticket->Subject); > > > > my $wrapper = Text::Wrapper->new(columns=>70); > > $content = $wrapper->wrap($content); > > > > $resolved_message .= "Subject: "; > > $resolved_message .= $subject; > > $resolved_message .= "\n"; > > $resolved_message .= "From: "; > > $resolved_message .= $message->CreatorObj->RealName ." (".$rtname.")"; > > $resolved_message .= "\n"; > > $resolved_message .= "Time: "; > > $resolved_message .= $message->CreatedObj->AsString; > > $resolved_message .= "\n"; > > $resolved_message .= "\n"; > > $resolved_message .= "$content\n"; > > $resolved_message .= "------------------------------------------------\n"; > > } > > } > > } > > $resolved_message; > > } > > > Kyle > > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf > Of Ruslan Zakirov > Sent: Monday, June 06, 2011 4:24 PM > To: Kyle Thomas > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Template to include All ticket content on resolve > > On Mon, Jun 6, 2011 at 10:06 PM, Kyle Thomas wrote: >> Can anyone share with me a template that will include all of the tickets >> contents/transactions when resolved? The default resolve template has a > URL >> link but I do not want my customers going to the URL and I would just like >> to include the entire ticket history contents on resolve > > Take a look at: > > http://requesttracker.wikia.com/wiki/AddTicketHistoryToMail > > > -- > Best regards, Ruslan. > > -- Best regards, Ruslan. From kyle at avalontel.com Mon Jun 6 17:13:18 2011 From: kyle at avalontel.com (Kyle Thomas) Date: Mon, 06 Jun 2011 17:13:18 -0400 Subject: [rt-users] Template to include All ticket content on resolve In-Reply-To: Message-ID: <0LME00DM30A822E0@mta4.srv.hcvlny.cv.net> Forget it... I don?t care that much and I don?t have time to care that much. It contains the original issue content of the ticket so that?s good enough for me right now. Until I can hire a sys admin to take this thing over for me it will stay like that because I actually have a real network to run. The system should do this automatically in my opinion by pressing a button and not having to know perl and do debug for a week... but what do you expect for something that is free... Its serving its purpose for now and tracking tickets I guess.. Thanks Kyle -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Monday, June 06, 2011 5:03 PM To: Kyle Thomas Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Template to include All ticket content on resolve Hi, Check error logs. Increase logging to debug. Add more debugging to the template. Nobody touched that page for a while. I don't recall complaints. On Tue, Jun 7, 2011 at 12:52 AM, Kyle Thomas wrote: > Yes that is what I used > > Can you see my other email I sent > > Ok Here is what I found in the old archives > > > > On resolve it is putting in the "Initial request" content fine but it is not > including the complete ticket history it only shows > > ---------------------------------------------------------------- > > Complete Ticket History > > ---------------------------------------------------------------- > > > > And does not show any of the comments or correspondence in the ticket . Can > anyone take a look at my code I have under complete ticket history and > suggest why it is not including the history??? > > > > > > > > > > > > > > > > Subject: Resolved: {$Ticket->Subject} > > > > Dear customer, > > > > > > > > according to our records your issue regarding > > > > > > > > "{$Ticket->Subject()}", > > > > > > > > has been resolved in our ticket system. > > > > > > If you have any further questions or concerns, please reply to this > > > > message to reopen the ticket or email (our email) ?to open another ticket. > > > > Regards, > > > > Our Name > > > > > > ---------------------------------------------------------------- > > > > Your initial request was > > > > ---------------------------------------------------------------- > > > > > > > > {$Ticket->Transactions->First->Content()} > > > > > > ---------------------------------------------------------------- > > Complete Ticket History > > ---------------------------------------------------------------- > > > > > > > > > > { > > my $resolved_transaction; > > my $resolved_message = ""; > > my $last_content; > > my $Transactions = $Ticket->Transactions; > > $Transactions->OrderBy; > > $Transactions->GotoFirstItem; > > while (my $Transaction = $Transactions->Next) { > > if ($Transaction->Type eq 'Correspond') { > > $resolved_transaction = $Transaction; > > } elsif (!$Transactions->IsLast) { > > $resolved_transaction = undef; > > } > > > > if ($resolved_transaction) { > > > > my $attachments = $resolved_transaction->Attachments; > > $attachments->GotoFirstItem; > > > > while (my $message = $attachments->Next) { > > next unless $message->ContentType =~ > > m!^(text/plain|message|text$)!i; > > > > my $content = $message->Content; > > if ($last_content eq $content) { > > $content = undef; } > > next unless length $content; > > $last_content = $content; > > > > my $subject = ($message->Subject || $Ticket->Subject); > > > > my $wrapper = Text::Wrapper->new(columns=>70); > > $content = $wrapper->wrap($content); > > > > $resolved_message .= "Subject: "; > > $resolved_message .= $subject; > > $resolved_message .= "\n"; > > $resolved_message .= "From: "; > > $resolved_message .= $message->CreatorObj->RealName ." (".$rtname.")"; > > $resolved_message .= "\n"; > > $resolved_message .= "Time: "; > > $resolved_message .= $message->CreatedObj->AsString; > > $resolved_message .= "\n"; > > $resolved_message .= "\n"; > > $resolved_message .= "$content\n"; > > $resolved_message .= "------------------------------------------------\n"; > > } > > } > > } > > $resolved_message; > > } > > > Kyle > > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf > Of Ruslan Zakirov > Sent: Monday, June 06, 2011 4:24 PM > To: Kyle Thomas > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Template to include All ticket content on resolve > > On Mon, Jun 6, 2011 at 10:06 PM, Kyle Thomas wrote: >> Can anyone share with me a template that will include all of the tickets >> contents/transactions when resolved? The default resolve template has a > URL >> link but I do not want my customers going to the URL and I would just like >> to include the entire ticket history contents on resolve > > Take a look at: > > http://requesttracker.wikia.com/wiki/AddTicketHistoryToMail > > > -- > Best regards, Ruslan. > > -- Best regards, Ruslan. From yan at seiner.com Mon Jun 6 17:49:30 2011 From: yan at seiner.com (Yan Seiner) Date: Mon, 6 Jun 2011 14:49:30 -0700 (PDT) Subject: [rt-users] Eliminting almost all email noitifications Message-ID: <1a837029ddd1155b98a08af0e5cb4238.squirrel@mail.seiner.com> OK, I have a request... Most of my RT users are getting overwhelmed by emails. I'd like to eliminate all outgoing emails except when the sender uses the "One Time AdminCC" email line. An email always gets sent to the One Time AdminCC. The only other email is on Owner change to notify the new owner of their ticket. What scrips to I turn off? And do I turn them off by picking the '-' action? Thanks, --Yan -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From kfcrocker at lbl.gov Mon Jun 6 17:54:45 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 6 Jun 2011 14:54:45 -0700 Subject: [rt-users] Eliminting almost all email noitifications In-Reply-To: <1a837029ddd1155b98a08af0e5cb4238.squirrel@mail.seiner.com> References: <1a837029ddd1155b98a08af0e5cb4238.squirrel@mail.seiner.com> Message-ID: Yan, All you have to do is change the stage to "Disable". Kenn LBNL On Mon, Jun 6, 2011 at 2:49 PM, Yan Seiner wrote: > OK, I have a request... Most of my RT users are getting overwhelmed by > emails. > > I'd like to eliminate all outgoing emails except when the sender uses the > "One Time AdminCC" email line. An email always gets sent to the One Time > AdminCC. The only other email is on Owner change to notify the new owner > of their ticket. > > What scrips to I turn off? And do I turn them off by picking the '-' > action? > > Thanks, > > --Yan > > > -- > My daughter is racing a triathlon to raise money for her swim club. Want > to help? > > http://akari.seiner.com > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Bobby.Metz at Globalcrossing.com Mon Jun 6 21:28:52 2011 From: Bobby.Metz at Globalcrossing.com (Metz, Bobby) Date: Mon, 6 Jun 2011 21:28:52 -0400 Subject: [rt-users] RT 3.6.7 Default Templates Message-ID: <626823B894BB0F449166B9A72D1BE30C02435D8588@EVS20.ams.gblxint.com> Hey all, I'm attempting to help our new RT admin figure out some oddities with an existing install. Some of his global templates, the default RT ones, were wiped and thus far I can't seem to find their contents documented anywhere on-line. Having downloaded the 3.6.7 tarball I also don't see any promising files or at least not any files with the syntax I'm expecting. I see several posts on-line from people seeking similar info but no answers. I'm hoping someone here can point us in the right direction, without suggesting a re-install. I'm expecting files with content similar to this: Greetings, You have just submitted a request to the { $Ticket->QueueObj->Name } ticket queue. Ticket Details ------------------------------ Ticket Num: { $Ticket->Id } Queue: { $Ticket->QueueObj->Name } Subject: { $Ticket->Subject } Owner: { $Ticket->OwnerObj->Name } Status: { $Ticket->Status } Requestors: { $Transaction->CreatorObj->Name . ' <' . $Transaction->CreatorObj->EmailAddress . '>' } Status: { $Ticket->Status } Request Details ------------------------------ { $Transaction->Content } Or are they not stored in this format anywhere like this? Thanks in advance, Bobby -------------- next part -------------- An HTML attachment was scrubbed... URL: From rithy4u_os at hotmail.com Tue Jun 7 03:38:47 2011 From: rithy4u_os at hotmail.com (Rithy R) Date: Tue, 7 Jun 2011 07:38:47 +0000 Subject: [rt-users] How can I tackle CC emails and Exchange distribution list In-Reply-To: <20110606143858.GG912@jibsheet.com> References: , <20110606143858.GG912@jibsheet.com> Message-ID: Thanks. I will try ParseNewMessageForTicketCcs and double check my mail server config. Regards,Rithy > Date: Mon, 6 Jun 2011 10:38:58 -0400 > From: falcone at bestpractical.com > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] How can I tackle CC emails and Exchange distribution list > > On Mon, Jun 06, 2011 at 01:51:31AM +0000, Rithy R wrote: > > 1. When requester send email to RT mailbox they CC a lot of people (10 email addresses > > or more). Those addresses did not include in CC list when we reply that ticket. Is there > > anyway we can automate that? > > Read about ParseNewMessageForTicketCcs in RT_Config.pm > > > 2. When I CC a distribution list in the same email server as RT mailbox it won*t send. > > It can send to other user without any issue. > > Sounds like a mail misconfiguration, but you haven't provided enough > details. RT doesn't know the difference between a distribution list > and a normal email > > -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From arubanovich at gmail.com Tue Jun 7 05:23:57 2011 From: arubanovich at gmail.com (Arseny Rubanovich) Date: Tue, 07 Jun 2011 13:23:57 +0400 Subject: [rt-users] Attachment names in Russian are truncated Message-ID: <4DEDEE2D.7030402@gmail.com> Hi all! When i send message to RT 4.0 the name of attached file in Russian language is truncated (e.g. ??????;). Origin name of attachment is "?????? ??? ????.doc". In previous version of RT i used (3.8.9) there was not such kind of problem. This problem occurs not always. For example when i send message with attachment from Yahoo RT saves attachment name correctly. How i can troubleshoot this problem? Thank you Ars From kristian.davies at gmail.com Tue Jun 7 06:04:47 2011 From: kristian.davies at gmail.com (Kristian Davies) Date: Tue, 7 Jun 2011 11:04:47 +0100 Subject: [rt-users] Pg to mysql : attachements not viewable In-Reply-To: <20110606144944.GI912@jibsheet.com> References: <20110606144944.GI912@jibsheet.com> Message-ID: On Mon, Jun 6, 2011 at 3:49 PM, Kevin Falcone wrote: >> Just in case it's something to do with database encoding, I used >> rt-3.8.2/etc/schema.mysql to create the database (and >> rt3-on-pg-to-mysql script from the wiki?? to import from pg). > > That's the wrong schema, you wanted schema.mysql-4.1 > Any new attachments are likely to have corruption. > > I know nothing about the script you're using, but you have to convert > out of the base64 storage used on Pg to binary storage on mysql. > Your content-type headers imply that you didn't do that. Performed a backup (data only), dropped database, created schema.mysql-4.1 schema and used suggestions in upgrade-mysql-schema.pl, imported data. I only lost 5 attachments, which I've requested be uploaded again, phew..... Thanks, Kristian From GBaxter at blackpoolsixth.ac.uk Tue Jun 7 06:22:04 2011 From: GBaxter at blackpoolsixth.ac.uk (Guy Baxter) Date: Tue, 07 Jun 2011 11:22:04 +0100 Subject: [rt-users] RT-External Auth & RT 4.0 Message-ID: Hi, I've replicated our production setup and upgraded it to 4.0 without a problem. I've now thrown External Auth into the mix (new install via cpan), and I'm having mixed results. We have 2 directory systems - Open Directory (openldap) and Active Directory AD authenticates fine, but OD just will not authenticate at all. Here's my RT_SiteConfig.pm Set($rtname, 'ourdomain'); Set($Organization , "ourdomain"); Set($WebPort, 80);# + ($< * 7274) % 32766 + ($< && 1024)); Set($WebDomain, 'rt2.ourdomain' ); my $port = RT->Config->Get('WebPort'); Set($WebBaseURL, ($port == 443? 'https': 'http') .'://' . RT->Config->Get('WebDomain') . ($port != 80 && $port != 443? ":$port" : '') ); Set($MaxAttachmentSize , 10000000); Set($MailCommand , 'sendmail'); Set($SendmailArguments , "-oi -t"); Set($CorrespondAddress , 'Request_Tracker'); Set($CommentAddress , 'Request_Tracker_Comment'); Set($HomePageRefreshInterval, 60); Set(@Plugins,qw(RT::Authen::ExternalAuth)); Set($ExternalAuthPriority, [ 'My_AD', 'My_OD' ] ); Set($ExternalInfoPriority, [ 'My_AD', 'My_OD' ] ); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { 'My_OD' => { ## ODMaster # The type of service (db/ldap/cookie) 'type' => 'ldap', # The server hosting the service 'server' => 'osxmaster.b6fc.ac.uk', # The LDAP search base 'base' => 'cn=users,dc=osxmaster,dc=b6fc,dc=ac,dc=uk', # # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES! # YOU **MUST** SPECIFY A filter AND A d_filter!! # # The filter to use to match RT-Users 'filter' => '(description=staff)', # A catch-all example filter: '(objectClass=*)' # # The filter that will only match disabled users 'd_filter' => '(description=parent)', # A catch-none example d_filter: '(objectClass=FooBarBaz)' # # Should we try to use TLS to encrypt connections? #'tls' => 0, # SSL Version to provide to Net::SSLeay *if* using SSL #'ssl_version' => 3, # What other args should I pass to Net::LDAP->new($host, at args)? #'net_ldap_args' => [ version => 3 ], # Does authentication depend on group membership? What group name? #'group' => 'GROUP_NAME', # What is the attribute for the group object that determines membership? #'group_attr' => 'GROUP_ATTR', ## RT ATTRIBUTE MATCHING SECTION # The list of RT attributes that uniquely identify a user # This example shows what you *can* specify.. I recommend reducing this # to just the Name and EmailAddress to save encountering problems later. 'attr_match_list' => [ 'Name', 'EmailAddress', ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'cn', 'EmailAddress' => 'mail', } }, 'My_AD' => { ## ADMaster # The type of service (db/ldap/cookie) 'type' => 'ldap', # The server hosting the service 'server' => 'admaster.b6fc.ac.uk', ## 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' => 'blanked', # The password RT should use to connect to the LDAP server 'pass' => 'blanked', # # The LDAP search base 'base' => 'OU=Staff,DC=b6fc,DC=ac,DC=uk', # # 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' => '(description=staff)', # A catch-all example filter: '(objectClass=*)' # # The filter that will only match disabled users 'd_filter' => '(scriptPath=student.bat)', # 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' => 'All Staff' # What is the attribute for the group object that determines membership? #'group_attr' => 'GROUP_ATTR', ## RT ATTRIBUTE MATCHING SECTION # The list of RT attributes that uniquely identify a user # This example shows what you *can* specify.. I recommend reducing this # to just the Name and EmailAddress to save encountering problems later. 'attr_match_list' => [ 'Name', 'EmailAddress', ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', } } } #Set(@Plugins,(qw(Extension::QuickDelete RT::FM))); ); 1; AD users log in, but then do not show up in the users section so I can't assign them permissions. OD users fail to log in with "Your username or password is incorrect" The message in the log is: [Tue Jun 7 10:09:10 2011] [error]: Couldn't create user Staffuser: Name in use (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:129) The name is not in use however - anyone got any ideas? Thanks. Regards, Guy This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. 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Download a free evaluation of MailMarshal at www.marshal.com ##################################################################################### From Michael.Polenske at skm-skyline.de Tue Jun 7 07:00:59 2011 From: Michael.Polenske at skm-skyline.de (Michael Polenske) Date: Tue, 7 Jun 2011 13:00:59 +0200 Subject: [rt-users] "ShowTicket" for Groups that a requestor belongs to In-Reply-To: <4DECDEDC.6080202@eve-team.com> References: <4DECDEDC.6080202@eve-team.com> Message-ID: Hi Gerard, very good hint, I found that there is already a solution. http://requesttracker.wikia.com/wiki/AddSquelchedCc I have now to make the scrip work with my installation, currently it seems not to work, but I will dig into it. By the way - is there a debug-possibility for scrips ? Many many thanks !! Cheers - Michael From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gerard FENELON Sent: Montag, 6. Juni 2011 16:06 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] "ShowTicket" for Groups that a requestor belongs to Hi I would create a group for each company then I would wite a scrip to add a Group as Cc to the ticket at creation time depending on some characteristics of the Requestor. For example, if the Organization of the Requestor is "Yoyodine" then add group "Yoyodine". Finally give the appropriate rights to the Cc group. Gerard On 2011-06-06 15:04, Michael Polenske wrote: Hi Kenneth, thanks for your hint. Unfortunately this will not cover my problem. Maybe I should explain it a little bit more: we have a queue called support ~20 companies are able to submit tickets to this queue All companies have 2-3 employees who can submit tickets for their company Currently every company has only _one_ user to login into RT to submit tickets for their company Every company can only see their submitted tickets (CreateTicket and SeeQueue or Privileged Users, ShowTicket for Requestor) Now we got request that every employee for every company should have their own account to RT to submit ticket (to clarify who in the customers company is owner of the ticket). Now problem at all, but now every user of one company should see all tickets of the other users of their company, just in case that someone is on vacation etc. If I follow your solution (open a group, move the employees in this group and give ShowTicket to this group) they can see ALL tickets - not only the tickets for their group. Maybe a solution like "Requestor Group" will cover my problem - I have no idea who to establish something like that .... Hope this clarifies my problem a little bit more J Thanks a lot and best regards, Michael From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Freitag, 3. Juni 2011 19:07 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] "ShowTicket" for Groups that a requestor belongs to Michael, Create a User-defined Group, put those individuals that need those rights to the Queue into that group, then go to Config->Queues(select the Queue)->Group rights and find that group and give the the rights they need. That way, the Global rights you gave to Requestors remains, but for that particular Queue, any member of this new group will have the rights you granted. Kenn LBNL On Fri, Jun 3, 2011 at 7:26 AM, Michael Polenske wrote: Hi there, I work now for years with RT, but before as user not as admin J Now our admin left and I have to takeover some tasks. One of the urgent one's I am not able to fix, maybe you can help. Situation: One Support-Queue, some users can submit tickets to and can see only their tickets (ShowTicket only for group requestor). But now we have to change it that way, that some user can belong to a group, and this group needs to see all tickets submitted by members of this group - nothing more, nothing less. Any idea how to handle this ? Thanks a lot and have a nice weekend - Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at UCMAIL.UC.EDU Tue Jun 7 08:20:05 2011 From: barnesaw at UCMAIL.UC.EDU (Barnes, Andrew (barnesaw)) Date: Tue, 7 Jun 2011 08:20:05 -0400 Subject: [rt-users] RT 3.6.7 Default Templates In-Reply-To: <626823B894BB0F449166B9A72D1BE30C02435D8588@EVS20.ams.gblxint.com> Message-ID: On 6/6/11 9:28 PM, "Metz, Bobby" > wrote: Hey all, I?m attempting to help our new RT admin figure out some oddities with an existing install. Some of his global templates, the default RT ones, were wiped and thus far I can?t seem to find their contents documented anywhere on-line. Having downloaded the 3.6.7 tarball I also don?t see any promising files or at least not any files with the syntax I?m expecting. I see several posts on-line from people seeking similar info but no answers. I?m hoping someone here can point us in the right direction, without suggesting a re-install. I?m expecting files with content similar to this: Greetings, You have just submitted a request to the { $Ticket->QueueObj->Name } ticket queue. Ticket Details ------------------------------ Ticket Num: { $Ticket->Id } Queue: { $Ticket->QueueObj->Name } Subject: { $Ticket->Subject } Owner: { $Ticket->OwnerObj->Name } Status: { $Ticket->Status } Requestors: { $Transaction->CreatorObj->Name . ' <' . $Transaction->CreatorObj->EmailAddress . '>' } Status: { $Ticket->Status } Request Details ------------------------------ { $Transaction->Content } Or are they not stored in this format anywhere like this? Unpack the tarball and check etc/initialdata. Specifically the @Templates section. -- Drew Barnes Applications Analyst Network Resources Dept. Raymond Walters College -------------- next part -------------- An HTML attachment was scrubbed... URL: From knarrj at gsicommerce.com Tue Jun 7 09:23:42 2011 From: knarrj at gsicommerce.com (Joshua Knarr) Date: Tue, 07 Jun 2011 09:23:42 -0400 Subject: [rt-users] RT4 upgrade woes - user accounts lock? In-Reply-To: <20110606145727.GJ912@jibsheet.com> References: <20110606145727.GJ912@jibsheet.com> Message-ID: <1307453022.2117.1.camel@barley.gsicommerce.com> Kevin, We seriously do not have any extensions, either on the old host or the new host. We would like to be able to use LDAP at some point but it isn't looking good for keeping confluence overall. I wiped the new box and I wiped the database host and redid the entire process from the get go - we're still experiencing the same problem. It looks like RT is having problems matching the SHA hashes, but I'm really not sure what's going on. I know in users.pm we convert the password the first time the user logs in from MD5 to SHA, but then it seems to fail all the new SHA matches. WTF? On Mon, 2011-06-06 at 10:57 -0400, Kevin Falcone wrote: > On Mon, Jun 06, 2011 at 10:44:46AM -0400, Joshua Knarr wrote: > > I just tracked this down to the password changing in the database... > > > > If I try to log in after upgrading - it works for awhile then stops working. The question is > > why? > > > > The workaround: > > UPDATE Users SET Password=md5('password') WHERE Name='knarrj'; > > > > This isn't good. I would vastly prefer to not have to run the upgrade again and I would really > > like to use the old passwords. Is there a workaround? What changed? > > What changed was > http://lists.bestpractical.com/pipermail/rt-announce/2011-January/000185.html > > It is also documented in docs/UPGRADING-3.8 > > It sounds like you have an extension somewhere that clobbers the new > password checking routine. It also sounds like you missed some parts > of the upgrade. > > -kevin > > > On Mon, 2011-06-06 at 09:29 -0400, Joshua Knarr wrote: > > > > I am upgrading from RT 3.4.5 to RT 4. > > > > I read the docs and stopped at 3.8, did the schema stuff, and then continued to 4 per the > > instructions for upgrading mysql also. > > > > On the new system it runs for a few hours just fine, but then suddenly everyones account > > gets locked. > > > > I restarted the services, I checked my configs, I'm coming up empty. What went wrong or > > where should I be looking? -- Joshua Knarr Systems Engineer GSI Commerce, Inc. http://www.gsicommerce.com E-Mail: knarrj at gsicommerce.com Office: 610-491-7110 Mobile: 484-636-7371 The information contained in this electronic mail transmission is intended only for the use of the individual or entity named in this transmission. If you are not the intended recipient of this transmission, you are hereby notified that any disclosure, copying or distribution of the contents of this transmission is strictly prohibited and that you should delete the contents of this transmission from your system immediately. Any comments or statements contained in this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or its subsidiaries and/or affiliates. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kae at midnighthax.com Tue Jun 7 10:19:53 2011 From: kae at midnighthax.com (Keith Edmunds) Date: Tue, 7 Jun 2011 15:19:53 +0100 Subject: [rt-users] Blacklist and Bugzilla In-Reply-To: <20110531123200.7637fa9e@kae.tiger-computing.wbp> References: <20110531123200.7637fa9e@kae.tiger-computing.wbp> Message-ID: <20110607151953.578fac42@kae.tiger-computing.wbp> Some slight progress. We were seeing: "The incoming message was autogenerated. Not redistributing this message to unprivileged users based on site configuration." Adding: Set($RedistributeAutoGeneratedMessages, 1); ...has removed that message; however, we still get: bugzilla-internal@[redacted] was blacklisted for outbound mail on this transaction. Skipping Please: how can I tell RT not to blacklist this address? Thanks, Keith -- "You can have everything in life you want if you help enough other people get what they want" - Zig Ziglar. Who did you help today? From bart at pleh.info Tue Jun 7 10:48:18 2011 From: bart at pleh.info (Bart) Date: Tue, 7 Jun 2011 16:48:18 +0200 Subject: [rt-users] RT 4 - install on Debian Squeeze In-Reply-To: References: <4DD42E28.9000607@dido.ca> <87pqn6fof7.fsf@shuttle.vesterheim.no> <4DDD7EAF.6080600@dido.ca> Message-ID: Hi, After redoing the installation steps the "cpan" part became quite a bit bigger lol I never imagined that I did that much but heres a list of all the manual installations that I've made using cpan. I also forgot to make a link for apache from sites-available to sites-enabled, but I hope most of you know that part already. Anyways, here's the part that you do just after ./configure. First install a few extra packages: (needed for the GD perl module) > > aptitude install libgd2-xpm libgd2-xpm-dev > > Now first run cpan in order to configure it: > > cpan > > Do the automatic thingy, after that you'll have to edit the cpan config in > order to make the next part a hell of allot easyer: > > nano -w /etc/perl/CPAN/Config.pm > > Inside the config there are two "ask" parameters, remove the ask part and > make sure it only contains "yes". > I'm doing this because the following steps are going to install allot of > perl modules and hitting return every minute or so is just too annoying. > > Then, check what dependencies your missing, this is CPAN based: > > make testdeps > > Make sure this var is set, make fixdeps won't work without it: > > RT_FIX_DEPS_CMD='/usr/bin/perl -MCPAN -e"install %s"' > export RT_FIX_DEPS_CMD > > Now install all the depencencies by using the fixdeps parameter, this runs > via CPAN: > > make fixdeps > > * The fixdeps part will take a while and you might have to run it several > times. (sometimes you still have to hit yes or enter) > > To finalize fixdeps you'll have to install allot of stuff manually, below > is a list of the things I've installed that made me pass the testdeps: > > cpan YAML > cpan CPAN::Shell > cpan YAML::Syck > cpan GD > cpan CPAN::DistnameInfo > > make fixdeps > > cpan Class::Data::Inheritable > cpan Exception::Class > cpan Log::Any > cpan Test::Tester > cpan Test::NoWarnings > cpan Test::Deep > cpan HTTP::Body > cpan Devel::StackTrace::AsHTML > cpan Test::SharedFork > cpan Filesys::Notify::Simple > cpan Test::Requires > cpan Try::Tiny > cpan Hash::MultiValue > cpan Test::TCP > cpan Class::Inspector > cpan File::ShareDir > cpan Plack > > make fixdeps > > cpan Class::Accessor::Chained > cpan Text::vFile::asData > cpan Tree::DAG_Node > cpan Sub::Uplevel > cpan Test::Warn > cpan Test::LongString > cpan Data::ICal > > make fixdeps > > cpan List::UtilsBy > cpan Convert::Color > cpan Mouse > cpan Any::Moose > cpan GnuPG::Interface > > make fixdeps > > cpan Digest::SHA1 > cpan Error > cpan Cache::Cache > cpan Module::Metadata > cpan JSON::PP > cpan Version::Requirements > cpan CPAN::Meta::YAML > cpan Perl::OSType > cpan Parse::CPAN::Meta > cpan CPAN::Meta > cpan Module::Build > cpan Params::Validate > cpan Class::Container > cpan HTML::Mason > cpan HTML::Mason::PSGIHandler > > make fixdeps > > cpan Proc::Wait3 > cpan Scope::Guard > cpan Server::Starter > cpan Class::Accessor::Lite > cpan Parallel::Prefork > cpan Plack::Handler::Starlet > > make fixdeps > > cpan Class::Singleton > cpan Test::Fatal > cpan Class::Load > cpan DateTime::TimeZone > cpan Test::Exception > cpan Math::Round > cpan DateTime > > make fixdeps > > cpan Params::Util > cpan Sub::Install > cpan Data::OptList > cpan Sub::Exporter > cpan Devel::GlobalDestruction > > make fixdeps > > cpan Text::Reform > cpan Text::Autoformat > cpan Text::Quoted > > make fixdeps > > cpan FreezeThaw > cpan DBIx::DBSchema > cpan Want > cpan DBD::SQLite > cpan Clone > cpan capitalization > cpan DBIx::SearchBuilder > cpan DateTime::Format::W3CDTF > cpan Test::Manifest > cpan DateTime::Format::Mail > cpan XML::Parser > cpan XML::RSS > > make fixdeps > > Before going further run "make testdeps" to check if all dependencies are > met. > After this you continue with make install and such. (assuming all dependencies have been met). It's quite a bit of work but luckily you'll only have to struggle with this once (I hope!!!!) Best regards, Bart 2011/6/6 Bart > Hi, > > This topic might have been closed but I just want to reply with my Debian > Squeeze installation steps. > > The steps are basically describing the installation from scratch while > installing RT4 manually. The advantage here is that you can follow the RT > releases instead of waiting for the Debian specific packages. (personally I > think that's ok) > > *------------------------ BEGIN INSTALLATION STEPS > ------------------------* > > Clean installation of Debian Squeeze, this means: > > - Only install the base system (nothing else) > - Make sure that things like networking work (DNS, IP, etc.) > > After installation install the following basics: > > aptitude update > aptitude full-upgrade > aptitude install ntp ntpdate sudo screen openssh-server acpi-support > acpid > > I don't know why but I like doing these separate: > > aptitude install build-essential > aptitude install linux-headers-`uname -r` > > Edit the sources.lst > > nano -w /etc/apt/sources.lst > > Add "contrib non-free", not really requirered but sometimes you need items > from those two sections. (I'm lazy and just add them to make sure that I > don't bite my nails when I really need them). > Then update the apt library: > > aptitude update > > Create the .ssh directory and extra files for when you use things like SSH > (I do): > > cd /root/ > mkdir .ssh > chmod 700 .ssh > touch .ssh/authorized_keys > chmod 600 .ssh/authorized_keys > > Up to this point you've only installed the base Debian system. The next > parts are specific for RT. > > Requirered packages for RT4: > > aptitude install apache2 mysql-server gcc make gawk libexpat1-dev > libapache2-mod-perl2 > > Check if Apache is running: > > wget --spider localhost > > Download RT and unpack it: > > cd /tmp > wget http://download.bestpractical.com/pub//rt/release/rt-4.0.0.tar.gz > tar xvzf rt-4.0.0.tar.gz > cd /tmp/rt-4.0.0 > ./configure > > Now first run cpan in order to configure it: > > cpan > > Do the automatic thingy, after that you'll have to edit the cpan config in > order to make the next part a hell of allot easyer: > > nano -w /etc/perl/CPAN/Config.pm > > Inside the config there are two "ask" parameters, remove the ask part and > make sure it only contains "yes". > I'm doing this because the following steps are going to install allot of > perl modules and hitting return every minute or so is just too annoying. > > Then, check what dependencies your missing, this is CPAN based: > > make testdeps > > Now install all the depencencies by using the fixdeps parameter, this runs > via CPAN: > > make fixdeps > > The fixdeps part will take a while and you might have to run it several > times. You might even have to manually install a few of those dependencies > (not too difficult). > After a while you'll be done, the next thing you could do is upgrade all > perl modules from within CPAN (optional since RT met it's requirements). > > Now we can install RT: > > cd /tmp/rt-4.0.0 > make install > > Edit the SiteConfig, this is what I've made: > > nano -w /opt/rt4/etc/RT_SiteConfig.pm > > Set( $rtname, 'Request Tracker Name'); > Set($Organization, 'Organization'); > Set($CorrespondAddress , 'rt at some.url.com'); > Set($CommentAddress , 'rt-comment at some.url.com'); > Set($Timezone , 'Europe/Amsterdam'); # obviously choose what suits > you > Set($DatabaseType, 'mysql'); # e.g. Pg or mysql > Set($DatabaseUser , 'root'); # Obviously make a separate DB for RT > and give it a special user with privileges for that DB. In my test setup I'm > just doing this with the root user (like I said, I'm a little lazy ^_~) > Set($DatabasePassword , 'root'); # My test setup has root:root as > user/password. > Set($DatabaseName , 'rt4'); > Set($WebPath , ""); > Set($WebBaseURL , "http://rt4.some.url.com"); > > Next up is initializing the database: > > cd /tmp/rt-4.0.0 > make initialize-database > > Now we configure apache to include the vhost: > > nano -w /etc/apache2/sites-available/rt4.some.url.com > > > ErrorLog /opt/rt4/var/log/apache2.error > TransferLog /opt/rt4/var/log/apache2.access > # LogLevel debug > > AddDefaultCharset UTF-8 > > DocumentRoot "/opt/rt4/share/html" > > Order allow,deny > Allow from all > > SetHandler perl-script > PerlResponseHandler Plack::Handler::Apache2 > PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > > use Plack::Handler::Apache2; > > Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > > > /etc/init.d/apache2 restart > > Check if the new vhost is working and if RT is working. (as in, open it in > a browser) > During the first run it might take a while to show the webpage. > > Configure the outgoing e-mail, default Debian comes with exim. In my case I > want the server to go to a smarthost, so run this command to configure exim > with a smarthost (pretty easy setup, you can rerun it if it's not working): > > dpkg-reconfigure exim4-config > > On your mailserver side you can add this stuff in order to forward mail to > your new RT instance: > > nano -w /etc/aliases > > rt at some.url.com: "|/opt/rt4/bin/rt-mailgate --queue general > --action correspond --url http://rt4.test.intern.bkwi.nl" > rt-comment at some.url.com: "|/opt/rt4/bin/rt-mailgate --queue general > --action comment --url http://rt4.test.intern.bkwi.nl" > > Then update the aliases: > > newaliases > > The script that this line is refering to is rt-mailgate, you can find the > perl script on your RT installation. I copied the script over to the > mailserver into the path given above. Since it's perl it will work if the > mailserver has perl installed. (in my case it worked out of the box) > > Before RT does anything with e-mail you need to set the following: > > - Create a user > - Create a group > - Set proper rights on the general queue > > After that you can test if the RT system is recieving mail. > > Websites and information that helped me the most: > > - http://requesttracker.wikia.com/wiki/ManualInstallation > - /tmp/rt-4.0.0/README > - /tmp/rt-4.0.0/docs/web_deployment.pod > > > *------------------------ END INSTALLATION STEPS ------------------------* > > Hope this helps out some of you :) > > > Best regards, > > Bart > > > > > 2011/5/26 Gilbert Rebeiro > >> That's so nice, but too late. >> I struggled one by one. >> Oh well, this should be in the wiki or somewhere easier to find. >> >> Thanks, debian is great. >> >> G. >> >> >> On 25/05/2011 5:41 PM, Vegard Vesterheim wrote: >> >>> On Wed, 18 May 2011 23:08:59 +0200 Alexander Finger< >>> af at genevainformation.ch> wrote: >>> >>> If you want to keep your install clean, try to install the necessary >>>> modules using apt-get instead of using fixdeps. >>>> >>> Good advice. >>> >>> Here are some oneliners from my personal notes on installing RT. These >>> commands tries naively to identify Debian packages for the missing Perl >>> modules reported by 'make testdeps'. It is far from perfect, but it >>> alleviates some of the work of satisfying dependencies. >>> >>> make testdeps | grep '\.MISSING' | perl -pe 's/\s(\S+)\s.*MISSING/lc >>> "lib$1-perl"/e' | sed \ >>> 's/::/-/g' | while read p; do sudo apt-get --yes install $p; done >>> >>> make testdeps | perl -wnl -e '/^SOME DEPENDENCIES WERE MISSING/ ... /EOF/ >>> and print' | grep\ >>> '\.MISSING' | perl -pe 's/\s*([^. ]*).*/lc "lib$1-perl"/e' | sed >>> 's/::/-/g' >>> >>> - Vegard V - >>> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jun 7 11:47:53 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 7 Jun 2011 11:47:53 -0400 Subject: [rt-users] Blacklist and Bugzilla In-Reply-To: <20110607151953.578fac42@kae.tiger-computing.wbp> References: <20110531123200.7637fa9e@kae.tiger-computing.wbp> <20110607151953.578fac42@kae.tiger-computing.wbp> Message-ID: <20110607154753.GL912@jibsheet.com> On Tue, Jun 07, 2011 at 03:19:53PM +0100, Keith Edmunds wrote: > Some slight progress. We were seeing: > > "The incoming message was autogenerated. Not redistributing this > message to unprivileged users based on site configuration." You should probably include a full log, rather than cherry picked parts of it. That implies that something has an RT-DetectedAutoGenerated header. Is bugzilla-internal a ticket watcher that is reinjecting mail to RT? You're not providing full information, which makes debugging this really hard. -kevin > Adding: > > Set($RedistributeAutoGeneratedMessages, 1); > > ...has removed that message; however, we still get: > > bugzilla-internal@[redacted] was blacklisted for outbound mail > on this transaction. Skipping > > Please: how can I tell RT not to blacklist this address? -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jun 7 11:50:16 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 7 Jun 2011 11:50:16 -0400 Subject: [rt-users] RT-External Auth & RT 4.0 In-Reply-To: References: Message-ID: <20110607155016.GM912@jibsheet.com> On Tue, Jun 07, 2011 at 11:22:04AM +0100, Guy Baxter wrote: > AD users log in, but then do not show up in the users section so I can't > assign them permissions. > OD users fail to log in with "Your username or password is incorrect" They default to Unprivileged - search for them using the admin UI. > The message in the log is: [Tue Jun 7 10:09:10 2011] [error]: Couldn't > create user Staffuser: Name in use > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:129) > > The name is not in use however - anyone got any ideas? How are you checking that it isn't in use, have you searched for them or are you just looking at the list of Privileged users? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jun 7 11:52:46 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 7 Jun 2011 11:52:46 -0400 Subject: [rt-users] RT4 upgrade woes - user accounts lock? In-Reply-To: <1307453022.2117.1.camel@barley.gsicommerce.com> References: <20110606145727.GJ912@jibsheet.com> <1307453022.2117.1.camel@barley.gsicommerce.com> Message-ID: <20110607155246.GN912@jibsheet.com> On Tue, Jun 07, 2011 at 09:23:42AM -0400, Joshua Knarr wrote: > We seriously do not have any extensions, either on the old host or the new host. We would like > to be able to use LDAP at some point but it isn't looking good for keeping confluence overall. > > I wiped the new box and I wiped the database host and redid the entire process from the get go > - we're still experiencing the same problem. > > It looks like RT is having problems matching the SHA hashes, but I'm really not sure what's > going on. I know in users.pm we convert the password the first time the user logs in from MD5 > to SHA, but then it seems to fail all the new SHA matches. WTF? You should be running the vulnerable-passwords script as documented in the UPGRADING-3.8 documentation which means passwords will already be in the new SHA format. Did you do all the upgrade steps? Please run 'SHOW CREATE TABLE Users' -kevin > On Mon, 2011-06-06 at 10:57 -0400, Kevin Falcone wrote: > > On Mon, Jun 06, 2011 at 10:44:46AM -0400, Joshua Knarr wrote: > > I just tracked this down to the password changing in the database... > > > > If I try to log in after upgrading - it works for awhile then stops working. The question is > > why? > > > > The workaround: > > UPDATE Users SET Password=md5('password') WHERE Name='knarrj'; > > > > This isn't good. I would vastly prefer to not have to run the upgrade again and I would really > > like to use the old passwords. Is there a workaround? What changed? > > What changed was > [1]http://lists.bestpractical.com/pipermail/rt-announce/2011-January/000185.html > > It is also documented in docs/UPGRADING-3.8 > > It sounds like you have an extension somewhere that clobbers the new > password checking routine. It also sounds like you missed some parts > of the upgrade. > > -kevin > > > On Mon, 2011-06-06 at 09:29 -0400, Joshua Knarr wrote: > > > > I am upgrading from RT 3.4.5 to RT 4. > > > > I read the docs and stopped at 3.8, did the schema stuff, and then continued to 4 per the > > instructions for upgrading mysql also. > > > > On the new system it runs for a few hours just fine, but then suddenly everyones account > > gets locked. > > > > I restarted the services, I checked my configs, I'm coming up empty. What went wrong or > > where should I be looking? > > -- > Joshua Knarr > Systems Engineer > GSI Commerce, Inc. [2]http://www.gsicommerce.com > E-Mail: [3]knarrj at gsicommerce.com > Office: 610-491-7110 > Mobile: 484-636-7371 > > The information contained in this electronic mail transmission is intended only for the use of > the individual or entity named in this transmission. If you are not the intended recipient of > this transmission, you are hereby notified that any disclosure, copying or distribution of the > contents of this transmission is strictly prohibited and that you should delete the contents > of this transmission from your system immediately. Any comments or statements contained in > this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or > its subsidiaries and/or affiliates. > > References > > Visible links > 1. http://lists.bestpractical.com/pipermail/rt-announce/2011-January/000185.html > 2. http://www.gsicommerce.com/ > 3. mailto:hellerk at gsicommerce.com -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From knarrj at gsicommerce.com Tue Jun 7 15:48:19 2011 From: knarrj at gsicommerce.com (Joshua Knarr) Date: Tue, 07 Jun 2011 15:48:19 -0400 Subject: [rt-users] RT4 upgrade woes - user accounts lock? In-Reply-To: <20110607155246.GN912@jibsheet.com> References: <20110607155246.GN912@jibsheet.com> Message-ID: <1307476099.19174.5.camel@barley.gsicommerce.com> Attached. On Tue, 2011-06-07 at 11:52 -0400, Kevin Falcone wrote: > On Tue, Jun 07, 2011 at 09:23:42AM -0400, Joshua Knarr wrote: > > We seriously do not have any extensions, either on the old host or the new host. We would like > > to be able to use LDAP at some point but it isn't looking good for keeping confluence overall. > > > > I wiped the new box and I wiped the database host and redid the entire process from the get go > > - we're still experiencing the same problem. > > > > It looks like RT is having problems matching the SHA hashes, but I'm really not sure what's > > going on. I know in users.pm we convert the password the first time the user logs in from MD5 > > to SHA, but then it seems to fail all the new SHA matches. WTF? > > You should be running the vulnerable-passwords script as documented in > the UPGRADING-3.8 documentation which means passwords will already be > in the new SHA format. > > Did you do all the upgrade steps? > > Please run 'SHOW CREATE TABLE Users' > > -kevin > > > On Mon, 2011-06-06 at 10:57 -0400, Kevin Falcone wrote: > > > > On Mon, Jun 06, 2011 at 10:44:46AM -0400, Joshua Knarr wrote: > > > I just tracked this down to the password changing in the database... > > > > > > If I try to log in after upgrading - it works for awhile then stops working. The question is > > > why? > > > > > > The workaround: > > > UPDATE Users SET Password=md5('password') WHERE Name='knarrj'; > > > > > > This isn't good. I would vastly prefer to not have to run the upgrade again and I would really > > > like to use the old passwords. Is there a workaround? What changed? > > > > What changed was > > [1]http://lists.bestpractical.com/pipermail/rt-announce/2011-January/000185.html > > > > It is also documented in docs/UPGRADING-3.8 > > > > It sounds like you have an extension somewhere that clobbers the new > > password checking routine. It also sounds like you missed some parts > > of the upgrade. > > > > -kevin > > > > > On Mon, 2011-06-06 at 09:29 -0400, Joshua Knarr wrote: > > > > > > I am upgrading from RT 3.4.5 to RT 4. > > > > > > I read the docs and stopped at 3.8, did the schema stuff, and then continued to 4 per the > > > instructions for upgrading mysql also. > > > > > > On the new system it runs for a few hours just fine, but then suddenly everyones account > > > gets locked. > > > > > > I restarted the services, I checked my configs, I'm coming up empty. What went wrong or > > > where should I be looking? > > > > -- > > Joshua Knarr > > Systems Engineer > > GSI Commerce, Inc. [2]http://www.gsicommerce.com > > E-Mail: [3]knarrj at gsicommerce.com > > Office: 610-491-7110 > > Mobile: 484-636-7371 > > > > The information contained in this electronic mail transmission is intended only for the use of > > the individual or entity named in this transmission. If you are not the intended recipient of > > this transmission, you are hereby notified that any disclosure, copying or distribution of the > > contents of this transmission is strictly prohibited and that you should delete the contents > > of this transmission from your system immediately. Any comments or statements contained in > > this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or > > its subsidiaries and/or affiliates. > > > > References > > > > Visible links > > 1. http://lists.bestpractical.com/pipermail/rt-announce/2011-January/000185.html > > 2. http://www.gsicommerce.com/ > > 3. mailto:hellerk at gsicommerce.com -- Joshua Knarr Systems Engineer GSI Commerce, Inc. http://www.gsicommerce.com E-Mail: knarrj at gsicommerce.com Office: 610-491-7110 Mobile: 484-636-7371 The information contained in this electronic mail transmission is intended only for the use of the individual or entity named in this transmission. If you are not the intended recipient of this transmission, you are hereby notified that any disclosure, copying or distribution of the contents of this transmission is strictly prohibited and that you should delete the contents of this transmission from your system immediately. Any comments or statements contained in this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or its subsidiaries and/or affiliates. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- Table Create Table Users CREATE TABLE `Users` (\n `id` int(11) NOT NULL auto_increment,\n `Name` varchar(200) NOT NULL default '',\n `Password` varbinary(40) default NULL,\n `Comments` text,\n `Signature` text,\n `EmailAddress` varchar(120) character set ascii default NULL,\n `FreeformContactInfo` text,\n `Organization` varchar(200) default NULL,\n `RealName` varchar(120) default NULL,\n `NickName` varchar(16) default NULL,\n `Lang` varchar(16) character set ascii default NULL,\n `EmailEncoding` varchar(16) character set ascii default NULL,\n `WebEncoding` varchar(16) character set ascii default NULL,\n `ExternalContactInfoId` varchar(100) default NULL,\n `ContactInfoSystem` varchar(30) default NULL,\n `ExternalAuthId` varchar(100) default NULL,\n `AuthSystem` varchar(30) default NULL,\n `Gecos` varchar(16) default NULL,\n `HomePhone` varchar(30) default NULL,\n `WorkPhone` varchar(30) default NULL,\n `MobilePhone` varchar(30) default NULL,\n `PagerPhone` varchar(30) default NULL,\n `Address1` varchar(200) default NULL,\n `Address2` varchar(200) default NULL,\n `City` varchar(100) default NULL,\n `State` varchar(100) default NULL,\n `Zip` varchar(16) default NULL,\n `Country` varchar(50) default NULL,\n `Timezone` varchar(50) character set ascii default NULL,\n `PGPKey` blob,\n `Creator` int(11) NOT NULL default '0',\n `Created` datetime default NULL,\n `LastUpdatedBy` int(11) NOT NULL default '0',\n `LastUpdated` datetime default NULL,\n `LastLoggedIn` datetime default NULL,\n `AuthToken` varchar(16) character set ascii default NULL,\n PRIMARY KEY (`id`),\n UNIQUE KEY `Users1` (`Name`),\n KEY `Users4` (`EmailAddress`)\n) ENGINE=InnoDB AUTO_INCREMENT=3016828 DEFAULT CHARSET=utf8 From mike at dido.ca Tue Jun 7 15:49:10 2011 From: mike at dido.ca (Mike DeVries) Date: Tue, 07 Jun 2011 15:49:10 -0400 Subject: [rt-users] Custom Field "Type" text Message-ID: <4DEE80B6.4040308@dido.ca> When creating custom fields in RT4, there is a dropdown called Type with values such as "Enter one value", "Select multiple values", etc. When creating or modifying a ticket, each custom field has these text labels beside it as an instruction to the user. However standard fields like Owner or Status do not. Is it possible to remove these unwanted text labels so that only the Name of the custom field is displayed? -- Mike DeVries *Dido Internet Inc* 514-990-4444 mike at dido.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jun 7 16:04:26 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 7 Jun 2011 16:04:26 -0400 Subject: [rt-users] RT4 upgrade woes - user accounts lock? In-Reply-To: <1307476099.19174.5.camel@barley.gsicommerce.com> References: <20110607155246.GN912@jibsheet.com> <1307476099.19174.5.camel@barley.gsicommerce.com> Message-ID: <20110607200426.GO912@jibsheet.com> On Tue, Jun 07, 2011 at 03:48:19PM -0400, Joshua Knarr wrote: > Attached. You don't appear to have run the database upgrades. Which upgrade steps have you done? Please show exactly what you ran and the outputs. You should be sure to review all relevant docs/UPGRADING-* `Password` varbinary(40) default NULL, That is not the right size for the passwords, which is why your users get locked out after the upgrade. Please note that merely fixing the size is unlikely to fix other problems caused by skipping upgrades. -kevin > On Tue, 2011-06-07 at 11:52 -0400, Kevin Falcone wrote: > > > On Tue, Jun 07, 2011 at 09:23:42AM -0400, Joshua Knarr wrote: > > > We seriously do not have any extensions, either on the old host or the new host. We would like > > > to be able to use LDAP at some point but it isn't looking good for keeping confluence overall. > > > > > > I wiped the new box and I wiped the database host and redid the entire process from the get go > > > - we're still experiencing the same problem. > > > > > > It looks like RT is having problems matching the SHA hashes, but I'm really not sure what's > > > going on. I know in users.pm we convert the password the first time the user logs in from MD5 > > > to SHA, but then it seems to fail all the new SHA matches. WTF? > > > > You should be running the vulnerable-passwords script as documented in > > the UPGRADING-3.8 documentation which means passwords will already be > > in the new SHA format. > > > > Did you do all the upgrade steps? > > > > Please run 'SHOW CREATE TABLE Users' > > > > -kevin > > > > > On Mon, 2011-06-06 at 10:57 -0400, Kevin Falcone wrote: > > > > > > On Mon, Jun 06, 2011 at 10:44:46AM -0400, Joshua Knarr wrote: > > > > I just tracked this down to the password changing in the database... > > > > > > > > If I try to log in after upgrading - it works for awhile then stops working. The question is > > > > why? > > > > > > > > The workaround: > > > > UPDATE Users SET Password=md5('password') WHERE Name='knarrj'; > > > > > > > > This isn't good. I would vastly prefer to not have to run the upgrade again and I would really > > > > like to use the old passwords. Is there a workaround? What changed? > > > > > > What changed was > > > [1]http://lists.bestpractical.com/pipermail/rt-announce/2011-January/000185.html > > > > > > It is also documented in docs/UPGRADING-3.8 > > > > > > It sounds like you have an extension somewhere that clobbers the new > > > password checking routine. It also sounds like you missed some parts > > > of the upgrade. > > > > > > -kevin > > > > > > > On Mon, 2011-06-06 at 09:29 -0400, Joshua Knarr wrote: > > > > > > > > I am upgrading from RT 3.4.5 to RT 4. > > > > > > > > I read the docs and stopped at 3.8, did the schema stuff, and then continued to 4 per the > > > > instructions for upgrading mysql also. > > > > > > > > On the new system it runs for a few hours just fine, but then suddenly everyones account > > > > gets locked. > > > > > > > > I restarted the services, I checked my configs, I'm coming up empty. What went wrong or > > > > where should I be looking? > > > > > > -- > > > Joshua Knarr > > > Systems Engineer > > > GSI Commerce, Inc. [2]http://www.gsicommerce.com > > > E-Mail: [3]knarrj at gsicommerce.com > > > Office: 610-491-7110 > > > Mobile: 484-636-7371 > > > > > > The information contained in this electronic mail transmission is intended only for the use of > > > the individual or entity named in this transmission. If you are not the intended recipient of > > > this transmission, you are hereby notified that any disclosure, copying or distribution of the > > > contents of this transmission is strictly prohibited and that you should delete the contents > > > of this transmission from your system immediately. Any comments or statements contained in > > > this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or > > > its subsidiaries and/or affiliates. > > > > > > References > > > > > > Visible links > > > 1. http://lists.bestpractical.com/pipermail/rt-announce/2011-January/000185.html > > > 2. http://www.gsicommerce.com/ > > > 3. mailto:hellerk at gsicommerce.com > > > -- > Joshua Knarr > Systems Engineer > GSI Commerce, Inc. http://www.gsicommerce.com > E-Mail: knarrj at gsicommerce.com > Office: 610-491-7110 > Mobile: 484-636-7371 > > The information contained in this electronic mail transmission is > intended only for the use of the individual or entity named in this > transmission. If you are not the intended recipient of this > transmission, you are hereby notified that any disclosure, copying or > distribution of the contents of this transmission is strictly prohibited > and that you should delete the contents of this transmission from your > system immediately. Any comments or statements contained in this > transmission do not necessarily reflect the views or position of GSI > Commerce, Inc. or its subsidiaries and/or affiliates. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jun 7 16:06:36 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 7 Jun 2011 16:06:36 -0400 Subject: [rt-users] Custom Field "Type" text In-Reply-To: <4DEE80B6.4040308@dido.ca> References: <4DEE80B6.4040308@dido.ca> Message-ID: <20110607200636.GP912@jibsheet.com> On Tue, Jun 07, 2011 at 03:49:10PM -0400, Mike DeVries wrote: > When creating custom fields in RT4, there is a dropdown called Type with values such as "Enter > one value", "Select multiple values", etc. > > When creating or modifying a ticket, each custom field has these text labels beside it as an > instruction to the user. However standard fields like Owner or Status do not. Is it possible > to remove these unwanted text labels so that only the Name of the custom field is displayed? The easiest solution is to hide it using site-local CSS on the cflabel's type span -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From knarrj at gsicommerce.com Tue Jun 7 16:31:25 2011 From: knarrj at gsicommerce.com (Joshua Knarr) Date: Tue, 07 Jun 2011 16:31:25 -0400 Subject: [rt-users] RT4 upgrade woes - user accounts lock? In-Reply-To: <20110607200426.GO912@jibsheet.com> References: <20110607155246.GN912@jibsheet.com> <1307476099.19174.5.camel@barley.gsicommerce.com> <20110607200426.GO912@jibsheet.com> Message-ID: <1307478685.19174.11.camel@barley.gsicommerce.com> 99% sure I did it. Since I have a trashed staging DB here I ran the command again and it had no effect. We're going from 3.4.5, reading the upgrading docs sequentially doesn't mention anything about this schema change nor how to effect it. Looking in the script you pointed me to, this doesn't actually change the schema. Running the upgrade-mysql-schema.pl produces the following: ALTER TABLE Users DEFAULT CHARACTER SET utf8; However there's nothing here that actually changes the password from varchar(40) to whatever value it needs to be. On Tue, 2011-06-07 at 16:04 -0400, Kevin Falcone wrote: > On Tue, Jun 07, 2011 at 03:48:19PM -0400, Joshua Knarr wrote: > > Attached. > > You don't appear to have run the database upgrades. > Which upgrade steps have you done? Please show exactly what you ran > and the outputs. You should be sure to review all relevant > docs/UPGRADING-* > > `Password` varbinary(40) default NULL, > > That is not the right size for the passwords, which is why your users > get locked out after the upgrade. Please note that merely fixing the > size is unlikely to fix other problems caused by skipping upgrades. > > -kevin > > > On Tue, 2011-06-07 at 11:52 -0400, Kevin Falcone wrote: > > > > > On Tue, Jun 07, 2011 at 09:23:42AM -0400, Joshua Knarr wrote: > > > > We seriously do not have any extensions, either on the old host or the new host. We would like > > > > to be able to use LDAP at some point but it isn't looking good for keeping confluence overall. > > > > > > > > I wiped the new box and I wiped the database host and redid the entire process from the get go > > > > - we're still experiencing the same problem. > > > > > > > > It looks like RT is having problems matching the SHA hashes, but I'm really not sure what's > > > > going on. I know in users.pm we convert the password the first time the user logs in from MD5 > > > > to SHA, but then it seems to fail all the new SHA matches. WTF? > > > > > > You should be running the vulnerable-passwords script as documented in > > > the UPGRADING-3.8 documentation which means passwords will already be > > > in the new SHA format. > > > > > > Did you do all the upgrade steps? > > > > > > Please run 'SHOW CREATE TABLE Users' > > > > > > -kevin > > > > > > > On Mon, 2011-06-06 at 10:57 -0400, Kevin Falcone wrote: > > > > > > > > On Mon, Jun 06, 2011 at 10:44:46AM -0400, Joshua Knarr wrote: > > > > > I just tracked this down to the password changing in the database... > > > > > > > > > > If I try to log in after upgrading - it works for awhile then stops working. The question is > > > > > why? > > > > > > > > > > The workaround: > > > > > UPDATE Users SET Password=md5('password') WHERE Name='knarrj'; > > > > > > > > > > This isn't good. I would vastly prefer to not have to run the upgrade again and I would really > > > > > like to use the old passwords. Is there a workaround? What changed? > > > > > > > > What changed was > > > > [1]http://lists.bestpractical.com/pipermail/rt-announce/2011-January/000185.html > > > > > > > > It is also documented in docs/UPGRADING-3.8 > > > > > > > > It sounds like you have an extension somewhere that clobbers the new > > > > password checking routine. It also sounds like you missed some parts > > > > of the upgrade. > > > > > > > > -kevin > > > > > > > > > On Mon, 2011-06-06 at 09:29 -0400, Joshua Knarr wrote: > > > > > > > > > > I am upgrading from RT 3.4.5 to RT 4. > > > > > > > > > > I read the docs and stopped at 3.8, did the schema stuff, and then continued to 4 per the > > > > > instructions for upgrading mysql also. > > > > > > > > > > On the new system it runs for a few hours just fine, but then suddenly everyones account > > > > > gets locked. > > > > > > > > > > I restarted the services, I checked my configs, I'm coming up empty. What went wrong or > > > > > where should I be looking? > > > > > > > > -- > > > > Joshua Knarr > > > > Systems Engineer > > > > GSI Commerce, Inc. [2]http://www.gsicommerce.com > > > > E-Mail: [3]knarrj at gsicommerce.com > > > > Office: 610-491-7110 > > > > Mobile: 484-636-7371 > > > > > > > > The information contained in this electronic mail transmission is intended only for the use of > > > > the individual or entity named in this transmission. If you are not the intended recipient of > > > > this transmission, you are hereby notified that any disclosure, copying or distribution of the > > > > contents of this transmission is strictly prohibited and that you should delete the contents > > > > of this transmission from your system immediately. Any comments or statements contained in > > > > this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or > > > > its subsidiaries and/or affiliates. > > > > > > > > References > > > > > > > > Visible links > > > > 1. http://lists.bestpractical.com/pipermail/rt-announce/2011-January/000185.html > > > > 2. http://www.gsicommerce.com/ > > > > 3. mailto:hellerk at gsicommerce.com > > > > > > -- > > Joshua Knarr > > Systems Engineer > > GSI Commerce, Inc. http://www.gsicommerce.com > > E-Mail: knarrj at gsicommerce.com > > Office: 610-491-7110 > > Mobile: 484-636-7371 > > > > The information contained in this electronic mail transmission is > > intended only for the use of the individual or entity named in this > > transmission. If you are not the intended recipient of this > > transmission, you are hereby notified that any disclosure, copying or > > distribution of the contents of this transmission is strictly prohibited > > and that you should delete the contents of this transmission from your > > system immediately. Any comments or statements contained in this > > transmission do not necessarily reflect the views or position of GSI > > Commerce, Inc. or its subsidiaries and/or affiliates. > -- Joshua Knarr Systems Engineer GSI Commerce, Inc. http://www.gsicommerce.com E-Mail: knarrj at gsicommerce.com Office: 610-491-7110 Mobile: 484-636-7371 The information contained in this electronic mail transmission is intended only for the use of the individual or entity named in this transmission. If you are not the intended recipient of this transmission, you are hereby notified that any disclosure, copying or distribution of the contents of this transmission is strictly prohibited and that you should delete the contents of this transmission from your system immediately. Any comments or statements contained in this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or its subsidiaries and/or affiliates. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jun 7 16:38:13 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 7 Jun 2011 16:38:13 -0400 Subject: [rt-users] RT4 upgrade woes - user accounts lock? In-Reply-To: <1307478685.19174.11.camel@barley.gsicommerce.com> References: <20110607155246.GN912@jibsheet.com> <1307476099.19174.5.camel@barley.gsicommerce.com> <20110607200426.GO912@jibsheet.com> <1307478685.19174.11.camel@barley.gsicommerce.com> Message-ID: <20110607203813.GQ912@jibsheet.com> On Tue, Jun 07, 2011 at 04:31:25PM -0400, Joshua Knarr wrote: > 99% sure I did it. > > Since I have a trashed staging DB here I ran the command again and it had no effect. > > We're going from 3.4.5, reading the upgrading docs sequentially doesn't mention anything about > this schema change nor how to effect it. Looking in the script you pointed me to, this doesn't > actually change the schema. > > Running the upgrade-mysql-schema.pl produces the following: > ALTER TABLE Users > DEFAULT CHARACTER SET utf8; > > However there's nothing here that actually changes the password from varchar(40) to whatever > value it needs to be. There are multiple upgrade steps, UPGRADING.mysql is not the only thing you need to do. There are at least 2 other etc/upgrade scripts to run besides upgrade-mysql-schema.pl and it doesn't appear that you've run any of the rt-setup-database steps as mentioned in the README 6b. If you've actually skipped all of the database upgrades between 3.4.5 and 4.0.0 you're missing a lot of changes. -kevin > On Tue, 2011-06-07 at 16:04 -0400, Kevin Falcone wrote: > > On Tue, Jun 07, 2011 at 03:48:19PM -0400, Joshua Knarr wrote: > > Attached. > > You don't appear to have run the database upgrades. > Which upgrade steps have you done? Please show exactly what you ran > and the outputs. You should be sure to review all relevant > docs/UPGRADING-* > > `Password` varbinary(40) default NULL, > > That is not the right size for the passwords, which is why your users > get locked out after the upgrade. Please note that merely fixing the > size is unlikely to fix other problems caused by skipping upgrades. > > -kevin > > > On Tue, 2011-06-07 at 11:52 -0400, Kevin Falcone wrote: > > > > > On Tue, Jun 07, 2011 at 09:23:42AM -0400, Joshua Knarr wrote: > > > > We seriously do not have any extensions, either on the old host or the new host. We would like > > > > to be able to use LDAP at some point but it isn't looking good for keeping confluence overall. > > > > > > > > I wiped the new box and I wiped the database host and redid the entire process from the get go > > > > - we're still experiencing the same problem. > > > > > > > > It looks like RT is having problems matching the SHA hashes, but I'm really not sure what's > > > > going on. I know in users.pm we convert the password the first time the user logs in from MD5 > > > > to SHA, but then it seems to fail all the new SHA matches. WTF? > > > > > > You should be running the vulnerable-passwords script as documented in > > > the UPGRADING-3.8 documentation which means passwords will already be > > > in the new SHA format. > > > > > > Did you do all the upgrade steps? > > > > > > Please run 'SHOW CREATE TABLE Users' > > > > > > -kevin > > > > > > > On Mon, 2011-06-06 at 10:57 -0400, Kevin Falcone wrote: > > > > > > > > On Mon, Jun 06, 2011 at 10:44:46AM -0400, Joshua Knarr wrote: > > > > > I just tracked this down to the password changing in the database... > > > > > > > > > > If I try to log in after upgrading - it works for awhile then stops working. The question is > > > > > why? > > > > > > > > > > The workaround: > > > > > UPDATE Users SET Password=md5('password') WHERE Name='knarrj'; > > > > > > > > > > This isn't good. I would vastly prefer to not have to run the upgrade again and I would really > > > > > like to use the old passwords. Is there a workaround? What changed? > > > > > > > > What changed was > > > > [1][1]http://lists.bestpractical.com/pipermail/rt-announce/2011-January/000185.html > > > > > > > > It is also documented in docs/UPGRADING-3.8 > > > > > > > > It sounds like you have an extension somewhere that clobbers the new > > > > password checking routine. It also sounds like you missed some parts > > > > of the upgrade. > > > > > > > > -kevin > > > > > > > > > On Mon, 2011-06-06 at 09:29 -0400, Joshua Knarr wrote: > > > > > > > > > > I am upgrading from RT 3.4.5 to RT 4. > > > > > > > > > > I read the docs and stopped at 3.8, did the schema stuff, and then continued to 4 per the > > > > > instructions for upgrading mysql also. > > > > > > > > > > On the new system it runs for a few hours just fine, but then suddenly everyones account > > > > > gets locked. > > > > > > > > > > I restarted the services, I checked my configs, I'm coming up empty. What went wrong or > > > > > where should I be looking? > > > > > > > > -- > > > > Joshua Knarr > > > > Systems Engineer > > > > GSI Commerce, Inc. [2][2]http://www.gsicommerce.com > > > > E-Mail: [3][3]knarrj at gsicommerce.com > > > > Office: 610-491-7110 > > > > Mobile: 484-636-7371 > > > > > > > > The information contained in this electronic mail transmission is intended only for the use of > > > > the individual or entity named in this transmission. If you are not the intended recipient of > > > > this transmission, you are hereby notified that any disclosure, copying or distribution of the > > > > contents of this transmission is strictly prohibited and that you should delete the contents > > > > of this transmission from your system immediately. Any comments or statements contained in > > > > this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or > > > > its subsidiaries and/or affiliates. > > > > > > > > References > > > > > > > > Visible links > > > > 1. [4]http://lists.bestpractical.com/pipermail/rt-announce/2011-January/000185.html > > > > 2. [5]http://www.gsicommerce.com/ > > > > 3. [6]mailto:hellerk at gsicommerce.com > > > > > > -- > > Joshua Knarr > > Systems Engineer > > GSI Commerce, Inc. [7]http://www.gsicommerce.com > > E-Mail: [8]knarrj at gsicommerce.com > > Office: 610-491-7110 > > Mobile: 484-636-7371 > > > > The information contained in this electronic mail transmission is > > intended only for the use of the individual or entity named in this > > transmission. If you are not the intended recipient of this > > transmission, you are hereby notified that any disclosure, copying or > > distribution of the contents of this transmission is strictly prohibited > > and that you should delete the contents of this transmission from your > > system immediately. Any comments or statements contained in this > > transmission do not necessarily reflect the views or position of GSI > > Commerce, Inc. or its subsidiaries and/or affiliates. > > > -- > Joshua Knarr > Systems Engineer > GSI Commerce, Inc. [9]http://www.gsicommerce.com > E-Mail: [10]knarrj at gsicommerce.com > Office: 610-491-7110 > Mobile: 484-636-7371 > > The information contained in this electronic mail transmission is intended only for the use of > the individual or entity named in this transmission. If you are not the intended recipient of > this transmission, you are hereby notified that any disclosure, copying or distribution of the > contents of this transmission is strictly prohibited and that you should delete the contents > of this transmission from your system immediately. Any comments or statements contained in > this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or > its subsidiaries and/or affiliates. > > References > > Visible links > 1. http://lists.bestpractical.com/pipermail/rt-announce/2011-January/000185.html > 2. http://www.gsicommerce.com/ > 3. mailto:knarrj at gsicommerce.com > 4. http://lists.bestpractical.com/pipermail/rt-announce/2011-January/000185.html > 5. http://www.gsicommerce.com/ > 6. mailto:hellerk at gsicommerce.com > 7. http://www.gsicommerce.com/ > 8. mailto:knarrj at gsicommerce.com > 9. http://www.gsicommerce.com/ > 10. mailto:hellerk at gsicommerce.com -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From GBaxter at blackpoolsixth.ac.uk Wed Jun 8 04:45:08 2011 From: GBaxter at blackpoolsixth.ac.uk (Guy Baxter) Date: Wed, 08 Jun 2011 09:45:08 +0100 Subject: [rt-users] RT-External Auth & RT 4.0 In-Reply-To: <20110607155016.GM912@jibsheet.com> References: <20110607155016.GM912@jibsheet.com> Message-ID: Hi, Thanks for that - My AD Users were unprivileged as you said they would be - letting them be assigned rights made them show in the list. As far as the OD users are concerned, it's still not working: [Wed Jun 8 08:14:11 2011] [error]: Couldn't create user 070888: Name in use (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:129) [Wed Jun 8 08:14:11 2011] [error]: FAILED LOGIN for 070888 from 192.164.0.67 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:639) [Wed Jun 8 08:14:23 2011] [error]: FAILED LOGIN for A Weetman from 192.164.0.67 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:639) The users names are not in use - searching for disabled users via the UI still doesn't show them. Browsing the database tables via mysql show does not show up identical users either. Very strange. Regards, Guy This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. 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Download a free evaluation of MailMarshal at www.marshal.com ##################################################################################### From asanka_gunasekera at yahoo.co.uk Wed Jun 8 05:55:36 2011 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Wed, 8 Jun 2011 10:55:36 +0100 (BST) Subject: [rt-users] SLA by queue bases Message-ID: <454880.49206.qm@web29017.mail.ird.yahoo.com> SLA by queue bases Hi, I am not sure if this is the right place but I think this is kind of an new requirement Scenario is as follow. Lets say that I we have customers named A, B, C, and D, and SLA levels are S1, S2, S3 and S4 for instance. For the time I can apply a default SLA per queue and let the customer select the SLA type from a pull down menu. Now our CEO wants is, depending on the agreement that the customer have with us, the SLA levels show be visible as below Customer A has to be able to see(or select ) only S1, and S2 Customer B should be able see (or select) only S2, S3 and S4 And customer C should be able to see (or select from ) S1, S2, S3 and S4 And say customer D has only S4 and S3 Can this be possible? Thanks and best Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Wed Jun 8 06:46:14 2011 From: bart at pleh.info (Bart) Date: Wed, 8 Jun 2011 12:46:14 +0200 Subject: [rt-users] SLA by queue bases In-Reply-To: <454880.49206.qm@web29017.mail.ird.yahoo.com> References: <454880.49206.qm@web29017.mail.ird.yahoo.com> Message-ID: Hi, Can't this be achieved by creating a new CF which contains the customers A, B, C and D as a dropdown and then linking the SLA CF to the new CF. That would allow you to at least filter out the proper SLA's for the customers A, B, C and D (won't be invisible + won't solve the default sla per queue, but it might help a little). Best regards, Bart 2011/6/8 Asanka Gunasekera > SLA by queue bases > > > Hi, I am not sure if this is the right place but I think this is kind of an > new requirement > > > Scenario is as follow. > > Lets say that I we have customers named A, B, C, and D, and SLA levels are > S1, S2, S3 and S4 for instance. For the time I can apply a default SLA per > queue and let the customer select the SLA type from a pull down menu. > > > Now our CEO wants is, depending on the agreement that the customer have > with us, the SLA levels show be visible as below > > > Customer A has to be able to see(or select ) only S1, and S2 > > Customer B should be able see (or select) only S2, S3 and S4 > > And customer C should be able to see (or select from ) S1, S2, S3 and S4 > > And say customer D has only S4 and S3 > > > Can this be possible? > > > Thanks and best Regards > -------------- next part -------------- An HTML attachment was scrubbed... URL: From vibeinjection at yahoo.com Wed Jun 8 08:15:14 2011 From: vibeinjection at yahoo.com (Ich Wersonst) Date: Wed, 8 Jun 2011 13:15:14 +0100 (BST) Subject: [rt-users] Errors in fixdeps Message-ID: <961719.37303.qm@web29108.mail.ird.yahoo.com> Hello, I am using SUSE Linux Enterprise Server 11 (i586) and LAMPP 1.7.4. I tried to install RT 4.0.0. When I tried to fix the Perl dependencies via the command `make fixdeps` I got the following message: /usr/bin/perl ./sbin/rt-test-dependencies --verbose --install --with-mysql --with-fastcgi perl: ??? >=5.8.3(5.10.0) ...found users: ??? rt group (rt) ...found ??? bin owner (root) ...found ??? libs owner (root) ...found ??? libs group (bin) ...found ??? web owner (rt_user) ...found ??? web group (rt) ...found CLI dependencies: ??? Term::ReadKey ...found ??? Getopt::Long >= 2.24 ...found ??? HTTP::Request::Common ...found ??? Term::ReadLine ...found ??? Text::ParseWords ...found ??? LWP ...found CORE dependencies: ??? DateTime >= 0.44 ...found ??? Class::ReturnValue >= 0.40 ...found ??? Text::Quoted >= 2.02 ...found ??? Regexp::IPv6 ...found ??? CSS::Squish >= 0.06 ...found ??? Encode >= 2.39 ...found ??? DateTime::Locale >= 0.40 ...found ??? Module::Versions::Report >= 1.05 ...found ??? MIME::Entity >= 5.425 ...found ??? Digest::SHA ...found ??? List::MoreUtils ...found ??? DBI >= 1.37 ...found ??? Locale::Maketext::Lexicon >= 0.32 ...found ??? Devel::StackTrace >= 1.19 ...found ??? Digest::base ...found ??? Text::Password::Pronounceable ...found ??? Devel::GlobalDestruction ...found ??? Time::ParseDate ...found ??? File::Temp >= 0.19 ...found ??? Locale::Maketext >= 1.06 ...found ??? Tree::Simple >= 1.04 ...found ??? Text::Template >= 1.44 ...found ??? Scalar::Util ...found ??? HTML::Quoted ...found ??? HTML::Scrubber >= 0.08 ...found ??? File::Spec >= 0.8 ...found ??? DBIx::SearchBuilder >= 1.59 ...found ??? Sys::Syslog >= 0.16 ...found ??? Mail::Mailer >= 1.57 ...found ??? File::ShareDir ...found ??? Regexp::Common ...found ??? Digest::MD5 >= 2.27 ...found ??? HTML::Entities ...found ??? Cache::Simple::TimedExpiry ...found ??? File::Glob ...found ??? Class::Accessor >= 0.34 ...found ??? Locale::Maketext::Fuzzy ...found ??? Time::HiRes ...found ??? Text::Wrapper ...found ??? Regexp::Common::net::CIDR ...found ??? Net::CIDR ...found ??? Log::Dispatch >= 2.23 ...found ??? UNIVERSAL::require ...found ??? Email::Address ...found DASHBOARDS dependencies: ??? HTML::RewriteAttributes >= 0.04 ...found ??? MIME::Types ...found FASTCGI dependencies: ??? FCGI::ProcManager ...found ??? FCGI ...found GPG dependencies: ??? PerlIO::eol ...found ??? GnuPG::Interface ...found ICAL dependencies: ??? Data::ICal ...found MAILGATE dependencies: ??? Pod::Usage ...found ??? HTML::TreeBuilder ...found ??? Getopt::Long ...found ??? HTML::FormatText ...found ??? LWP::UserAgent ...found MASON dependencies: ??? Storable >= 2.08 ...found ??? CSS::Squish >= 0.06 ...found ??? Apache::Session >= 1.53 ...found ??? Errno ...found ??? Devel::StackTrace >= 1.19 ...found ??? JavaScript::Minifier ...found ??? IPC::Run3 ...found ??? CGI::Cookie >= 1.20 ...found ??? Text::WikiFormat >= 0.76 ...found ??? XML::RSS >= 1.05 ...found ??? HTML::Mason ...MISSING ??? ??? Can't locate Class/Container.pm in @INC (@INC contains: /usr/lib/perl5/5.10.0/i586-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl/5.10.0/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/vendor_perl/5.10.0/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl /root/Desktop/rt-4.0.0) at /usr/lib/perl5/site_perl/5.10.0/HTML/Mason/Request.pm line 44. ??? Digest::MD5 >= 2.27 ...found ??? JSON ...found Install module HTML::Mason CPAN: File::HomeDir loaded ok (v0.97) CPAN: CPAN::SQLite loaded ok (v0.199) CPAN: YAML loaded ok (v0.73) Going to read /root/.cpan/build/ ............................................................................DONE Found 74 old builds, restored the state of 74 Database was generated on Tue, 07 Jun 2011 14:25:06 GMT HTML::Mason is up to date (1.45). MYSQL dependencies: ??? DBD::mysql >= 2.1018 ...found PSGI dependencies: ??? CGI::Emulate::PSGI ...found ??? CGI >= 3.38 ...found ??? CGI::PSGI >= 0.12 ...found ??? HTML::Mason::PSGIHandler ...MISSING ??? ??? Attempt to reload HTML/Mason.pm aborted. ??? Plack >= 0.9971 ...found ??? Plack::Handler::Starlet ...found Install module HTML::Mason::PSGIHandler HTML::Mason::PSGIHandler is up to date (0.52). SMTP dependencies: ??? Net::SMTP ...found USERLOGO dependencies: ??? Convert::Color ...found SOME DEPENDENCIES WERE MISSING. PSGI missing dependencies: ??? HTML::Mason::PSGIHandler ...MISSING ??? ??? Attempt to reload HTML/Mason.pm aborted. MASON missing dependencies: ??? HTML::Mason ...MISSING ??? ??? Can't locate Class/Container.pm in @INC (@INC contains: /usr/lib/perl5/5.10.0/i586-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl/5.10.0/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/vendor_perl/5.10.0/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl /root/Desktop/rt-4.0.0) at /usr/lib/perl5/site_perl/5.10.0/HTML/Mason/Request.pm line 44. make: *** [fixdeps] Fehler 1 So I tried to install the componentes - HTML::Mason::PSGIHandler - HTML::Mason via CPAN but then I always get the return message "HTML::Mason::PSGIHandler is up to date (0.52)"? respectively "HTML::Mason is up to date (1.45). " An ideas how I can solve the problem? -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Wed Jun 8 09:16:34 2011 From: bart at pleh.info (Bart) Date: Wed, 8 Jun 2011 15:16:34 +0200 Subject: [rt-users] Errors in fixdeps In-Reply-To: <961719.37303.qm@web29108.mail.ird.yahoo.com> References: <961719.37303.qm@web29108.mail.ird.yahoo.com> Message-ID: Hi, This is what I did under Debian: First install a few extra packages: (needed for the GD perl module) > > aptitude install libgd2-xpm libgd2-xpm-dev > > Now first run cpan in order to configure it: > > cpan > > Do the automatic thingy, after that you'll have to edit the cpan config in > order to make the next part a hell of allot easyer: > > nano -w /etc/perl/CPAN/Config.pm > > Inside the config there are two "ask" parameters, remove the ask part and > make sure it only contains "yes". > I'm doing this because the following steps are going to install allot of > perl modules and hitting return every minute or so is just too annoying. > > Then, check what dependencies your missing, this is CPAN based: > > make testdeps > > Make sure this var is set, make fixdeps won't work without it: > > RT_FIX_DEPS_CMD='/usr/bin/perl -MCPAN -e"install %s"' > export RT_FIX_DEPS_CMD > > > Now install all the depencencies by using the fixdeps parameter, this runs > via CPAN: > > make fixdeps > > * The fixdeps part will take a while and you might have to run it several > times. (sometimes you still have to hit yes or enter) > > To finalize fixdeps you'll have to install allot of stuff manually, below > is a list of the things I've installed that made me pass the testdeps: > > cpan YAML > cpan CPAN::Shell > cpan YAML::Syck > cpan GD > cpan CPAN::DistnameInfo > > make fixdeps > > cpan Class::Data::Inheritable > cpan Exception::Class > cpan Log::Any > cpan Test::Tester > cpan Test::NoWarnings > cpan Test::Deep > cpan HTTP::Body > cpan Devel::StackTrace::AsHTML > cpan Test::SharedFork > cpan Filesys::Notify::Simple > cpan Test::Requires > cpan Try::Tiny > cpan Hash::MultiValue > cpan Test::TCP > cpan Class::Inspector > cpan File::ShareDir > cpan Plack > > make fixdeps > > cpan Class::Accessor::Chained > cpan Text::vFile::asData > cpan Tree::DAG_Node > cpan Sub::Uplevel > cpan Test::Warn > cpan Test::LongString > cpan Data::ICal > > make fixdeps > > cpan List::UtilsBy > cpan Convert::Color > cpan Mouse > cpan Any::Moose > cpan GnuPG::Interface > > make fixdeps > > cpan Digest::SHA1 > cpan Error > cpan Cache::Cache > cpan Module::Metadata > cpan JSON::PP > cpan Version::Requirements > cpan CPAN::Meta::YAML > cpan Perl::OSType > cpan Parse::CPAN::Meta > cpan CPAN::Meta > cpan Module::Build > cpan Params::Validate > cpan Class::Container > cpan HTML::Mason > cpan HTML::Mason::PSGIHandler > > make fixdeps > > cpan Proc::Wait3 > cpan Scope::Guard > cpan Server::Starter > cpan Class::Accessor::Lite > cpan Parallel::Prefork > cpan Plack::Handler::Starlet > > make fixdeps > > cpan Class::Singleton > cpan Test::Fatal > cpan Class::Load > cpan DateTime::TimeZone > cpan Test::Exception > cpan Math::Round > cpan DateTime > > make fixdeps > > cpan Params::Util > cpan Sub::Install > cpan Data::OptList > cpan Sub::Exporter > cpan Devel::GlobalDestruction > > make fixdeps > > cpan Text::Reform > cpan Text::Autoformat > cpan Text::Quoted > > make fixdeps > > cpan FreezeThaw > cpan DBIx::DBSchema > cpan Want > cpan DBD::SQLite > cpan Clone > cpan capitalization > cpan DBIx::SearchBuilder > cpan DateTime::Format::W3CDTF > cpan Test::Manifest > cpan DateTime::Format::Mail > cpan XML::Parser > cpan XML::RSS > > make fixdeps > > The cpan part should be the same for suse, it's an annoying job but this worked for me. Check the debian thread in the rt-users e-mail archive for the entire installation proces, there are also other comments that might prove usefull. Best regards, Bart 2011/6/8 Ich Wersonst > Hello, > > I am using SUSE Linux Enterprise Server 11 (i586) and LAMPP 1.7.4. > > I tried to install RT 4.0.0. > > When I tried to fix the Perl dependencies via the command `make fixdeps` > I got the following message: > > /usr/bin/perl ./sbin/rt-test-dependencies --verbose --install --with-mysql > --with-fastcgi > perl: > >=5.8.3(5.10.0) ...found > users: > rt group (rt) ...found > bin owner (root) ...found > libs owner (root) ...found > libs group (bin) ...found > web owner (rt_user) ...found > web group (rt) ...found > CLI dependencies: > Term::ReadKey ...found > Getopt::Long >= 2.24 ...found > HTTP::Request::Common ...found > Term::ReadLine ...found > Text::ParseWords ...found > LWP ...found > CORE dependencies: > DateTime >= 0.44 ...found > Class::ReturnValue >= 0.40 ...found > Text::Quoted >= 2.02 ...found > Regexp::IPv6 ...found > CSS::Squish >= 0.06 ...found > Encode >= 2.39 ...found > DateTime::Locale >= 0.40 ...found > Module::Versions::Report >= 1.05 ...found > MIME::Entity >= 5.425 ...found > Digest::SHA ...found > List::MoreUtils ...found > DBI >= 1.37 ...found > Locale::Maketext::Lexicon >= 0.32 ...found > Devel::StackTrace >= 1.19 ...found > Digest::base ...found > Text::Password::Pronounceable ...found > Devel::GlobalDestruction ...found > Time::ParseDate ...found > File::Temp >= 0.19 ...found > Locale::Maketext >= 1.06 ...found > Tree::Simple >= 1.04 ...found > Text::Template >= 1.44 ...found > Scalar::Util ...found > HTML::Quoted ...found > HTML::Scrubber >= 0.08 ...found > File::Spec >= 0.8 ...found > DBIx::SearchBuilder >= 1.59 ...found > Sys::Syslog >= 0.16 ...found > Mail::Mailer >= 1.57 ...found > File::ShareDir ...found > Regexp::Common ...found > Digest::MD5 >= 2.27 ...found > HTML::Entities ...found > Cache::Simple::TimedExpiry ...found > File::Glob ...found > Class::Accessor >= 0.34 ...found > Locale::Maketext::Fuzzy ...found > Time::HiRes ...found > Text::Wrapper ...found > Regexp::Common::net::CIDR ...found > Net::CIDR ...found > Log::Dispatch >= 2.23 ...found > UNIVERSAL::require ...found > Email::Address ...found > DASHBOARDS dependencies: > HTML::RewriteAttributes >= 0.04 ...found > MIME::Types ...found > FASTCGI dependencies: > FCGI::ProcManager ...found > FCGI ...found > GPG dependencies: > PerlIO::eol ...found > GnuPG::Interface ...found > ICAL dependencies: > Data::ICal ...found > MAILGATE dependencies: > Pod::Usage ...found > HTML::TreeBuilder ...found > Getopt::Long ...found > HTML::FormatText ...found > LWP::UserAgent ...found > MASON dependencies: > Storable >= 2.08 ...found > CSS::Squish >= 0.06 ...found > Apache::Session >= 1.53 ...found > Errno ...found > Devel::StackTrace >= 1.19 ...found > JavaScript::Minifier ...found > IPC::Run3 ...found > CGI::Cookie >= 1.20 ...found > Text::WikiFormat >= 0.76 ...found > XML::RSS >= 1.05 ...found > HTML::Mason ...MISSING > Can't locate Class/Container.pm in @INC (@INC contains: > /usr/lib/perl5/5.10.0/i586-linux-thread-multi /usr/lib/perl5/5.10.0 > /usr/lib/perl5/site_perl/5.10.0/i586-linux-thread-multi > /usr/lib/perl5/site_perl/5.10.0 > /usr/lib/perl5/vendor_perl/5.10.0/i586-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl > /root/Desktop/rt-4.0.0) at > /usr/lib/perl5/site_perl/5.10.0/HTML/Mason/Request.pm line 44. > Digest::MD5 >= 2.27 ...found > JSON ...found > > Install module HTML::Mason > CPAN: File::HomeDir loaded ok (v0.97) > CPAN: CPAN::SQLite loaded ok (v0.199) > CPAN: YAML loaded ok (v0.73) > Going to read /root/.cpan/build/ > > ............................................................................DONE > Found 74 old builds, restored the state of 74 > Database was generated on Tue, 07 Jun 2011 14:25:06 GMT > HTML::Mason is up to date (1.45). > MYSQL dependencies: > DBD::mysql >= 2.1018 ...found > PSGI dependencies: > CGI::Emulate::PSGI ...found > CGI >= 3.38 ...found > CGI::PSGI >= 0.12 ...found > HTML::Mason::PSGIHandler ...MISSING > Attempt to reload HTML/Mason.pm aborted. > Plack >= 0.9971 ...found > Plack::Handler::Starlet ...found > > Install module HTML::Mason::PSGIHandler > HTML::Mason::PSGIHandler is up to date (0.52). > SMTP dependencies: > Net::SMTP ...found > USERLOGO dependencies: > Convert::Color ...found > > SOME DEPENDENCIES WERE MISSING. > PSGI missing dependencies: > HTML::Mason::PSGIHandler ...MISSING > Attempt to reload HTML/Mason.pm aborted. > MASON missing dependencies: > HTML::Mason ...MISSING > Can't locate Class/Container.pm in @INC (@INC contains: > /usr/lib/perl5/5.10.0/i586-linux-thread-multi /usr/lib/perl5/5.10.0 > /usr/lib/perl5/site_perl/5.10.0/i586-linux-thread-multi > /usr/lib/perl5/site_perl/5.10.0 > /usr/lib/perl5/vendor_perl/5.10.0/i586-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl > /root/Desktop/rt-4.0.0) at > /usr/lib/perl5/site_perl/5.10.0/HTML/Mason/Request.pm line 44. > make: *** [fixdeps] Fehler 1 > > > > So I tried to install the componentes > - HTML::Mason::PSGIHandler > - HTML::Mason > > via CPAN but then I always get the return message > "HTML::Mason::PSGIHandler is up to date (0.52)" respectively > "HTML::Mason is up to date (1.45). " > > An ideas how I can solve the problem? > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Jun 8 09:36:18 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 8 Jun 2011 09:36:18 -0400 Subject: [rt-users] RT-External Auth & RT 4.0 In-Reply-To: References: <20110607155016.GM912@jibsheet.com> Message-ID: <20110608133618.GR912@jibsheet.com> On Wed, Jun 08, 2011 at 09:45:08AM +0100, Guy Baxter wrote: > Hi, > > Thanks for that - My AD Users were unprivileged as you said they would be > - letting them be assigned rights made them show in the list. > > As far as the OD users are concerned, it's still not working: > > [Wed Jun 8 08:14:11 2011] [error]: Couldn't create user 070888: Name in > use > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:129) > [Wed Jun 8 08:14:11 2011] [error]: FAILED LOGIN for 070888 from > 192.164.0.67 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:639) > [Wed Jun 8 08:14:23 2011] [error]: FAILED LOGIN for A Weetman from > 192.164.0.67 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:639) > > The users names are not in use - searching for disabled users via the UI > still doesn't show them. Browsing the database tables via mysql show does > not show up identical users either. Very strange. That's a different problem. You can't have numerical usernames in RT -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 8 09:46:39 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 8 Jun 2011 09:46:39 -0400 Subject: [rt-users] Errors in fixdeps In-Reply-To: <961719.37303.qm@web29108.mail.ird.yahoo.com> References: <961719.37303.qm@web29108.mail.ird.yahoo.com> Message-ID: <20110608134639.GS912@jibsheet.com> On Wed, Jun 08, 2011 at 01:15:14PM +0100, Ich Wersonst wrote: > Hello, > > I am using SUSE Linux Enterprise Server 11 (i586) and LAMPP 1.7.4. > > I tried to install RT 4.0.0. > > When I tried to fix the Perl dependencies via the command `make fixdeps` > I got the following message: > HTML::Mason ...MISSING > Can't locate Class/Container.pm in @INC (@INC contains: > /usr/lib/perl5/5.10.0/i586-linux-thread-multi /usr/lib/perl5/5.10.0 > /usr/lib/perl5/site_perl/5.10.0/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.10.0 > /usr/lib/perl5/vendor_perl/5.10.0/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.10.0 > /usr/lib/perl5/vendor_perl /root/Desktop/rt-4.0.0) at > /usr/lib/perl5/site_perl/5.10.0/HTML/Mason/Request.pm line 44. > Digest::MD5 >= 2.27 ...found > JSON ...found This error implies that you've got HTML::Mason installed without one of the supporting modules (I'm not sure how you did that) You should try cpan'ing Class::Container -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From gsollazz at sgul.ac.uk Wed Jun 8 10:14:10 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Wed, 08 Jun 2011 15:14:10 +0100 Subject: [rt-users] LdapImport Message-ID: <4DEF83B2.7040806@sgul.ac.uk> Hi, a very quick doubt... I've just run successfully an ldap import. Now, the readme file specifies some options to manage updates and new users, like $LDAPUpdateUsers and $LDAPUpdateOnly. The question is if there's anything automatically done after the first import or if I will have to crontab an execution of the import script whenever I know my LDAP database has changed. 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 Wed Jun 8 10:21:38 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 8 Jun 2011 10:21:38 -0400 Subject: [rt-users] LdapImport In-Reply-To: <4DEF83B2.7040806@sgul.ac.uk> References: <4DEF83B2.7040806@sgul.ac.uk> Message-ID: <20110608142138.GT912@jibsheet.com> On Wed, Jun 08, 2011 at 03:14:10PM +0100, Giuseppe Sollazzo wrote: > The question is if there's anything automatically done after the > first import or if I will have to crontab an execution of the import > script whenever I know my LDAP database has changed. You have to run the importer manually or from cron -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From gsollazz at sgul.ac.uk Wed Jun 8 10:24:48 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Wed, 08 Jun 2011 15:24:48 +0100 Subject: [rt-users] LdapImport In-Reply-To: <20110608142138.GT912@jibsheet.com> References: <4DEF83B2.7040806@sgul.ac.uk> <20110608142138.GT912@jibsheet.com> Message-ID: <4DEF8630.4010706@sgul.ac.uk> Thanks Kevin! G On 08/06/11 15:21, Kevin Falcone wrote: > On Wed, Jun 08, 2011 at 03:14:10PM +0100, Giuseppe Sollazzo wrote: >> The question is if there's anything automatically done after the >> first import or if I will have to crontab an execution of the import >> script whenever I know my LDAP database has changed. > You have to run the importer manually or from cron > > -kevin -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 From Albert.Shih at obspm.fr Wed Jun 8 11:40:44 2011 From: Albert.Shih at obspm.fr (Albert Shih) Date: Wed, 8 Jun 2011 17:40:44 +0200 Subject: [rt-users] Maybe bug in commandbymail. In-Reply-To: References: <20110603205646.GA2391@obspm.fr> <20110606204838.GA3527@obspm.fr> Message-ID: <20110608154044.GE2659@obspm.fr> Le 06/06/2011 ? 13:51:04-0700, Kenneth Crocker a ?crit Hi > > I get the same thing on dates. The create works great but the updates sends > back an error message, even though the data IS updated. > OK. But ...no this not only a error. The address is not ad as Cc. Thanks for your help. Regards. JAS > Kenn > LBNL > > On Mon, Jun 6, 2011 at 1:48 PM, Albert Shih wrote: > > Le 03/06/2011 ? 22:56:46+0200, Albert Shih a ?crit > > Hi > > > > I'm using RT 3.8.10 + RT-Authen-ExternalAuth-0.09 + > RT-Extension-CommandByMail-0.09 > > > > and I find some strange thing : > > > > If I put > > > > Set($AutoCreateNonExternalUsers, 0); > > > > news users (not in the LDAP) cannot create a new ticket. I got > > > > User creation failed in mailgateway: Could not set user > info > > > > but I can use > > > > AddCc: new_users > > > > > > If I put > > > > Set($AutoCreateNonExternalUsers, 1); > > > > news users can create a new ticket but I cannot use > > > > AddCc: new_users > > > > I got a email from RT with subject="Extended mailgate error" and > > body > > > > Failed command 'AddCc: desmo at ymail.com' > > Error message: Impossible de trouver ou cr??er cet > utilisateur > > > > (yes it's in french but that's normal ;-) > > > > Any help ? Is I do a mis-configuration or a bug ? > > > > Anyone ? > > regards. > > -- > Albert SHIH > DIO batiment 15 > Observatoire de Paris Meudon > 5 Place Jules Janssen > 92195 Meudon Cedex > T?l?phone : 01 45 07 76 26/06 86 69 95 71 > Heure local/Local time: > lun 6 jui 2011 22:48:24 CEST > > -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: mer 8 jui 2011 17:40:08 CEST From ruz at bestpractical.com Wed Jun 8 12:03:39 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 8 Jun 2011 20:03:39 +0400 Subject: [rt-users] SLA by queue bases In-Reply-To: References: <454880.49206.qm@web29017.mail.ird.yahoo.com> Message-ID: Hello, I don't think suggested will work. As far as I know RT would properly cascade CFs only if both are on the page and selectable by the user. Allowing customers to pick customer and see list of all customers and SLAs is not good idea. Implementing correct solution require some development for sure. Easiest way is to use RequiredSubject extension from the CPAN and adjust it to check value of the SLA custom field and deny create if incorrect value picked. On Wed, Jun 8, 2011 at 2:46 PM, Bart wrote: > Hi, > > Can't this be achieved by creating a new CF which contains the customers A, > B,? C and D as a dropdown and then linking the SLA CF to the new CF. > > That would allow you to at least filter out the proper SLA's for the > customers A, B, C and D (won't be invisible + won't solve the default sla > per queue, but it might help a little). > > Best regards, > > Bart > > > > 2011/6/8 Asanka Gunasekera >> >> SLA by queue bases >> >> Hi, I am not sure if this is the right place but I think this is kind of >> an new requirement >> >> Scenario is as follow. >> >> Lets say that I we have customers named A, B, C, and D, and SLA levels are >> S1, S2, S3 and S4 for instance. For the time I can apply a default SLA per >> queue and let the customer select the SLA type from a pull down menu. >> >> Now our CEO wants is, depending on the agreement that the customer have >> with us, the SLA levels show be visible as below >> >> Customer A has to be able to see(or select ) only S1, and S2 >> >> Customer B should be able see (or select) only S2, S3 and S4 >> >> And customer C should be able to see (or select from ) S1, S2, S3 and S4 >> >> And say customer D has only S4 and S3 >> >> Can this be possible? >> >> Thanks and best Regards > -- Best regards, Ruslan. From qxin at cio.sc.gov Wed Jun 8 15:28:30 2011 From: qxin at cio.sc.gov (Xin, Qiao) Date: Wed, 8 Jun 2011 15:28:30 -0400 Subject: [rt-users] Can not change Subject for Incidents via scrip Message-ID: <19B482FD-E11B-4C4B-BFF4-58D4EC821185@isac.sc.gov.> Hi, Our incident subject is based on a custom field called 'Agency'. So we have a scrip to change the subject line when the custom field value changes. However, each time when we edit the custom field, we saw from incident ticket history the subject line got changed first based on the new value of the custom field. But right after that, the subject was changed back to what it was before by the system. For example, if the subject of incident is 'Agency1 incident'. When I change the Agency field to 'Agency 2'. I saw from the ticket history, subject would change first to be 'Agency2 incident'. But then it changed back to 'Agency1 incident' again. seems I can not change subject via scrip. I have checked the log and did not find any scrip that did that. But change the subject via editing ticket page does work. But that is not what we need. Please help. Thanks, Qiao From falcone at bestpractical.com Wed Jun 8 17:21:33 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 8 Jun 2011 17:21:33 -0400 Subject: [rt-users] Can not change Subject for Incidents via scrip In-Reply-To: <19B482FD-E11B-4C4B-BFF4-58D4EC821185@isac.sc.gov.> References: <19B482FD-E11B-4C4B-BFF4-58D4EC821185@isac.sc.gov.> Message-ID: <20110608212133.GU912@jibsheet.com> On Wed, Jun 08, 2011 at 03:28:30PM -0400, Xin, Qiao wrote: > Our incident subject is based on a custom field called 'Agency'. So we > have a scrip to change the subject line when the custom field value > changes. However, each time when we edit the custom field, we saw from > incident ticket history the subject line got changed first based on > the new value of the custom field. But right after that, the subject > was changed back to what it was before by the system. For example, if > the subject of incident is 'Agency1 incident'. When I change the > Agency field to 'Agency 2'. I saw from the ticket history, subject > would change first to be 'Agency2 incident'. But then it changed back > to 'Agency1 incident' again. seems I can not change subject via scrip. Try making it a TransactionBatch Scrip, it needs to run as late as possible to avoid changes in the web ui affecting your Subject -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From asanka_gunasekera at yahoo.co.uk Wed Jun 8 23:14:36 2011 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Thu, 9 Jun 2011 04:14:36 +0100 (BST) Subject: [rt-users] error while accessing user or group pages Message-ID: <826417.79133.qm@web29018.mail.ird.yahoo.com> Hi I am evaluating RT4 and the version I am using is rt-4.0.1rc1, when I try to get in to the group or users web page I am getting following error in the browser Webpage error details User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 6.1; Trident/4.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; CMDTDF; .NET4.0C; .NET4.0E; InfoPath.2) Timestamp: Thu, 9 Jun 2011 03:12:45 UTC Message: HTML Parsing Error: Unable to modify the parent container element before the child element is closed (KB927917) Line: 0 Char: 0 Code: 0 URI: https://192.168.7.12/Admin/Groups/ I am using IE8, and as per google search was pointing to a bug scenario, any how can I fix this or is this a bug Thanks and best regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From asanka_gunasekera at yahoo.co.uk Thu Jun 9 00:09:59 2011 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Thu, 9 Jun 2011 05:09:59 +0100 (BST) Subject: [rt-users] error while accessing user or group pages In-Reply-To: <826417.79133.qm@web29018.mail.ird.yahoo.com> References: <826417.79133.qm@web29018.mail.ird.yahoo.com> Message-ID: <490285.65400.qm@web29006.mail.ird.yahoo.com> Hi just an up date, this error comes with IE8, I tried with IE6 and mozilla firefox and this is working ________________________________ From: Asanka Gunasekera To: rt-users at lists.bestpractical.com Sent: Thu, 9 June, 2011 8:44:36 Subject: [rt-users] error while accessing user or group pages Hi I am evaluating RT4 and the version I am using is rt-4.0.1rc1, when I try to get in to the group or users web page I am getting following error in the browser Webpage error details User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 6.1; Trident/4.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; CMDTDF; .NET4.0C; .NET4.0E; InfoPath.2) Timestamp: Thu, 9 Jun 2011 03:12:45 UTC Message: HTML Parsing Error: Unable to modify the parent container element before the child element is closed (KB927917) Line: 0 Char: 0 Code: 0 URI: https://192.168.7.12/Admin/Groups/ I am using IE8, and as per google search was pointing to a bug scenario, any how can I fix this or is this a bug Thanks and best regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From rithy4u_os at hotmail.com Thu Jun 9 00:13:57 2011 From: rithy4u_os at hotmail.com (Rithy R) Date: Thu, 9 Jun 2011 04:13:57 +0000 Subject: [rt-users] Problem with aging tickets Message-ID: Hello, We are going to implement a new policy. If we replied requester that the solution found and we solved their problem user must response back that everything is okay. The problem is most of user don't response back and we cannot close that ticket without their acknowledgement, how can we close those ticket automatically in 5 days or so? Regards,Rithy -------------- next part -------------- An HTML attachment was scrubbed... URL: From chocoboselphie at gmx.de Thu Jun 9 05:22:23 2011 From: chocoboselphie at gmx.de (declaya) Date: Thu, 9 Jun 2011 02:22:23 -0700 (PDT) Subject: [rt-users] RT4.0 and fetchmail Message-ID: <31807878.post@talk.nabble.com> Hi all, I'm currently just a step away from getting RT to work perfectly. The only thing I don't understand is why fetchmail does not forward my emails to rt-mailgate. Fetchmail is able to transfer the emails from our mailserver to Ubuntu 10.04, where RT is running, but then it does nothing else. Also rt-mailgate alone works fine (I tried it from the console with some testmails). My fetchmailrc is the following: set daemon 60 set invisible set no bouncemail set logfile /var/log/fetchmail.log poll my.mailserver.com protocol pop3 username emailacc password ***** mda "/usr/bin/perl /opt/rt3/bin/rt-mailgate --action correspond --queue mainqueue --url http://localhost/rt/" The path of the rt-mailgate is also correct, just in case you are wondering, why it is .../rt3/... - I upgraded from RT3.8. Maybe it has something to do with the owner of fetchmailrc, but this is just a guess. I just don't know what do, since I never worked with fetchmail before. Is there anything else I could have missed? Thanks in advance for any help! :) -- View this message in context: http://old.nabble.com/RT4.0-and-fetchmail-tp31807878p31807878.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Raed.El-Hames at daisygroupplc.com Thu Jun 9 05:23:27 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Thu, 9 Jun 2011 09:23:27 +0000 Subject: [rt-users] Problem with aging tickets In-Reply-To: References: Message-ID: <892593C9CA8E25458C440A63DDC6774D1E50F2FC@DG-HEXMBX02.daisy.group> Rithy: Create a script that run via cron , which looks for tickets in a particular status and if the last update was over 5 days , then get the scripts to resolve the ticket. Over here we added a new status 'completed', once we think the issue is fixed we ask the customer to confirm if they feel the issue is fixed , and resolve the ticket, but the same as it happens with you, most customers do not respond back, for that we have a scripts that runs every day looking for tickets in 'completed' status, and for any that have not been updated for over 7 days, we auto resolve. Regards; Roy From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rithy R Sent: 09 June 2011 05:14 To: rt-users at lists.bestpractical.com Subject: [rt-users] Problem with aging tickets Importance: High Hello, We are going to implement a new policy. If we replied requester that the solution found and we solved their problem user must response back that everything is okay. The problem is most of user don't response back and we cannot close that ticket without their acknowledgement, how can we close those ticket automatically in 5 days or so? Regards, Rithy -------------- next part -------------- An HTML attachment was scrubbed... URL: From rob.macgregor at gmail.com Thu Jun 9 06:59:56 2011 From: rob.macgregor at gmail.com (Rob MacGregor) Date: Thu, 9 Jun 2011 11:59:56 +0100 Subject: [rt-users] RT4.0 and fetchmail In-Reply-To: <31807878.post@talk.nabble.com> References: <31807878.post@talk.nabble.com> Message-ID: On Thu, Jun 9, 2011 at 10:22, declaya wrote: > > Hi all, > > I'm currently just a step away from getting RT to work perfectly. > The only thing I don't understand is why fetchmail does not forward my > emails to rt-mailgate. > Fetchmail is able to transfer the emails from our mailserver to Ubuntu > 10.04, where RT is running, but then it does nothing else. > > Also rt-mailgate alone works fine (I tried it from the console with some > testmails). > > My fetchmailrc is the following: > > set daemon 60 > set invisible > set no bouncemail > set logfile /var/log/fetchmail.log > poll my.mailserver.com protocol pop3 username emailacc password ***** mda > "/usr/bin/perl /opt/rt3/bin/rt-mailgate --action correspond --queue > mainqueue --url http://localhost/rt/" > > The path of the rt-mailgate is also correct, just in case you are wondering, > why it is .../rt3/... - I upgraded from RT3.8. > > Maybe it has something to do with the owner of fetchmailrc, but this is just > a guess. > I just don't know what do, since I never worked with fetchmail before. > Is there anything else I could have missed? What does your fetchmail log show? -- ? ? ? ? ? ? ? ?? Please keep list traffic on the list. Rob MacGregor ? ? ? Whoever fights monsters should see to it that in the process he ? ? ? ? doesn't become a monster.? ? ? ? ? ? ? ? ? Friedrich Nietzsche From chocoboselphie at gmx.de Thu Jun 9 09:10:26 2011 From: chocoboselphie at gmx.de (declaya) Date: Thu, 9 Jun 2011 06:10:26 -0700 (PDT) Subject: [rt-users] RT4.0 and fetchmail In-Reply-To: References: <31807878.post@talk.nabble.com> Message-ID: <31809563.post@talk.nabble.com> Hi Rob, thank you for your fast response! I was able to solve my problem! :) It was my fault not to notice that our mailserver runs under Windows and that its domain is different from the domain of the email adresses. So fetchmail tried to assign the mailserver domain to the username of the user the emails to RT are sent to, which is wrong. All I had to do was to change the fetchmailrc from poll my.mailserver.com protocol pop3 username emailacc password ***** mda "/usr/bin/perl /opt/rt3/bin/rt-mailgate --action correspond --queue mainqueue --url http://localhost/rt/" to poll my.mailserver.com protocol pop3 auth ntlm username emailacc password ***** mda "/usr/bin/perl /opt/rt3/bin/rt-mailgate --action correspond --queue mainqueue --url http://localhost/rt/" so that fetchmail assigns the right domain. My fetchmail log said this (to help maybe others having the same problem): fetchmail: Fehler bei Server-Zertifikat-?berpr?fung: unable to get local issuer certificate fetchmail: Fehler bei Server-Zertifikat-?berpr?fung: certificate not trusted fetchmail: Fehler bei Server-Zertifikat-?berpr?fung: unable to verify the first certificate fetchmail: Fehler beim Austausch der Beglaubigungen fetchmail: Authentifikationsfehlschlag bei emailacc at my.mailserver.com fetchmail: Abfragestatus=3 (AUTHFAIL) ("Fehler bei Server-Zertifikat-?berpr?fung" means "error while checking server certificate", "Fehler beim Austausch der Beglaubigungen" means "error while exchanging verifications", "Authentifikationsfehlschlag bei" means "authentification error at" and "Abfragestatus" means "query state" --- I don't know if these are the right English expressions, since my Ubuntu runs in German, but I hope you can understand it) 5 hard days of work are finally solved by 8 letters. Now I'm happy. :) Have a nice day! -- View this message in context: http://old.nabble.com/RT4.0-and-fetchmail-tp31807878p31809563.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From howie at thingy.com Thu Jun 9 09:21:31 2011 From: howie at thingy.com (Howard Jones) Date: Thu, 09 Jun 2011 14:21:31 +0100 Subject: [rt-users] Can I "give" someone a saved search? Message-ID: <4DF0C8DB.4040702@thingy.com> Is there a way in RT (3.8) to develop a saved search/report and then hand it over to a user? I don't want them all to end up in the global list of saved searches, really... Is it just a case of mailing them the contents of the Advanced search tab, or is there a more elegant way? Thanks in advance, Howie From af at genevainformation.ch Thu Jun 9 10:23:49 2011 From: af at genevainformation.ch (Alexander Finger) Date: Thu, 9 Jun 2011 16:23:49 +0200 Subject: [rt-users] Can I "give" someone a saved search? In-Reply-To: <4DF0C8DB.4040702@thingy.com> References: <4DF0C8DB.4040702@thingy.com> Message-ID: hmm..how about creating a dashboard for the user/group? On Thu, Jun 9, 2011 at 3:21 PM, Howard Jones wrote: > Is there a way in RT (3.8) to develop a saved search/report and then > hand it over to a user? I don't want them all to end up in the global > list of saved searches, really... > > Is it just a case of mailing them the contents of the Advanced search > tab, or is there a more elegant way? > > Thanks in advance, > > Howie > -- Netzwerkmanagement mit OpenNMS: http://www.dpunkt.de/buecher/3194.html From falcone at bestpractical.com Thu Jun 9 10:29:51 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 9 Jun 2011 10:29:51 -0400 Subject: [rt-users] error while accessing user or group pages In-Reply-To: <826417.79133.qm@web29018.mail.ird.yahoo.com> References: <826417.79133.qm@web29018.mail.ird.yahoo.com> Message-ID: <20110609142951.GV912@jibsheet.com> On Thu, Jun 09, 2011 at 04:14:36AM +0100, Asanka Gunasekera wrote: > Hi I am evaluating RT4 and the version I am using is rt-4.0.1rc1, when I try to get in to the > group or users web page I am getting following error in the browser Ah, great. We've been hoping you would tell us your RT version on the ticket you opened http://issues.bestpractical.com/Ticket/Display.html?id=17600 I'll add that helpful information there It appears something with the autocompleter and IE8 must be interacting poorly. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From dominic.hargreaves at oucs.ox.ac.uk Thu Jun 9 10:41:28 2011 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Thu, 9 Jun 2011 15:41:28 +0100 Subject: [rt-users] A fix which may be relevant if you are processing bounces in RT Message-ID: <20110609144128.GV2847@gunboat-diplomat.oucs.ox.ac.uk> Quoting from Add IgnoreSubjectTicketForQueues config option and behaviour This adds the ability to configure a set of queues for which the ticket number found in the subject tag of incoming emails is ignored, forcing new tickets to be created in the queue specified by rt-mailgate. An example use case is a setup where RTOwner is set to an address which routes to RT (for example to a queue named 'bounces'). In order to avoid loops, the queue should be set up to not have any scrips which send out mail. Without this patch, bounces which include the subject tag of the original message in the subject line will be directed at the existing ticket, rather than the intended behaviour of creating a new ticket in the bounces queue. This could cause new emails to be sent out, and could cause a mail loop. This will only happen if the MTA sending the bounce includes the original subject line in the subject line of bounces. One notable example of this behaviour is Microsoft Exchange. A more elaborate fix would be to not ignore the ticket ID completely, but only if the specified queue did not match the ticket's queue. In both cases it is necessary to make this configurable on a per-queue basis, since this breaks some assumptions about RT's normal email workflow. BPS: feel free to apply; it's tested on 3.8 but seems to apply to master. I realise that this is probably not a supported configuration by you so you may not want to apply it, but it's turned out to be important to us. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: Digital signature URL: From gsollazz at sgul.ac.uk Thu Jun 9 12:06:15 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Thu, 09 Jun 2011 17:06:15 +0100 Subject: [rt-users] Ldap Import and Groups Message-ID: <4DF0EF77.4070208@sgul.ac.uk> Hi there, I've tried the ldap import script which run smoothly except for one thing: the users weren't put in the group specified. As far as I understood, #The Group new users belong to (optional) #All new users will belong to the 'Imported from LDAP' group #You can change the name of this group using the $LDAPGroupName #variable Set($LDAPGroupName,'Imported Users'); #If you would like to prevent users from being added to any #additional groups, you can set this to true: Set($LDAPSkipAutogeneratedGroup, 1); Set($LDAPUpdateUsers,1); With this setting, the users should be put in a group called "imported users". This didn't happen. So I assumed the group needed to be created manually, which I did, but still no user was put in the group (in the second try I had some new users, so there's no risk of an overlapping problem of inability to move users). Am I doing something wrong? From another point of view: I can't find if there's a way to select users in the "Users" interface other than by username match. It would be great to be able to select all unprivileged users, or all users with no group membership. 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu Jun 9 12:09:37 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 9 Jun 2011 09:09:37 -0700 Subject: [rt-users] Can I "give" someone a saved search? In-Reply-To: <4DF0C8DB.4040702@thingy.com> References: <4DF0C8DB.4040702@thingy.com> Message-ID: Howard, Save the Search as a "group search" that *the person is a member of*. It will be available automatically for any member in that group. You can also make yourself a member of a group he is in and save it as a group search for that group.Either way, they can now see and use the search. Kenn LBNL On Thu, Jun 9, 2011 at 6:21 AM, Howard Jones wrote: > Is there a way in RT (3.8) to develop a saved search/report and then > hand it over to a user? I don't want them all to end up in the global > list of saved searches, really... > > Is it just a case of mailing them the contents of the Advanced search > tab, or is there a more elegant way? > > Thanks in advance, > > Howie > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jun 9 12:18:56 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 9 Jun 2011 12:18:56 -0400 Subject: [rt-users] Ldap Import and Groups In-Reply-To: <4DF0EF77.4070208@sgul.ac.uk> References: <4DF0EF77.4070208@sgul.ac.uk> Message-ID: <20110609161856.GW912@jibsheet.com> On Thu, Jun 09, 2011 at 05:06:15PM +0100, Giuseppe Sollazzo wrote: > Hi there, > I've tried the ldap import script which run smoothly except for one thing: the users weren't > put in the group specified. The documentation could use some revising it seems setting LDAPSkipAutogeneratedGroup to 1 means no users will be added to LDAPGroupName -kevin > As far as I understood, > > #The Group new users belong to (optional) > #All new users will belong to the 'Imported from LDAP' group > #You can change the name of this group using the $LDAPGroupName > #variable > Set($LDAPGroupName,'Imported Users'); > #If you would like to prevent users from being added to any > #additional groups, you can set this to true: > Set($LDAPSkipAutogeneratedGroup, 1); > > > Set($LDAPUpdateUsers,1); > > > With this setting, the users should be put in a group called "imported users". This didn't > happen. So I assumed the group needed to be created manually, which I did, but still no user > was put in the group (in the second try I had some new users, so there's no risk of an > overlapping problem of inability to move users). > > Am I doing something wrong? > > From another point of view: I can't find if there's a way to select users in the "Users" > interface other than by username match. It would be great to be able to select all > unprivileged users, or all users with no group membership. > > Thanks, > Giuseppe > > -- > ____________________________________ > > Giuseppe Sollazzo > Senior Systems Analyst > Computing Services > Information Services > St. George's, University Of London > Cranmer Terrace > London SW17 0RE > > Email: [1]gsollazz at sgul.ac.uk > Direct Dial: +44 20 8725 5160 > Fax: +44 20 8725 3583 > > References > > Visible links > 1. mailto:gsollazz at sgul.ac.uk -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From estoycon at gmail.com Thu Jun 9 12:44:35 2011 From: estoycon at gmail.com (Eric Stoycon) Date: Thu, 9 Jun 2011 12:44:35 -0400 Subject: [rt-users] Could not load valid user Message-ID: <201106091244.46610.estoycon@gmail.com> Greetings everyone, I've been strugging with this weeoe for a few days and frankly I am stumped. Here is the situation. I need to users who are not in the RT users table to have the ability to reply to a ticket via email. I've gone though the mail list and tried several of the suggestions I found there but none have solved my isssue. This is internal auth only no external auth in place. I've tried granting 'everyone' the 'ReplyToTicket' right and it fails. Config options I have enabled Set($WebFallbackToInternalAuth, 1); Set($WebExternalAuto, 1); Set($AutoCreateNonExternalUsers, 1); Set($AutoCreate, Privileged => 0); System Info OS: RHEL 4 DB: MySql RT ver: 3.8.2 (I know the version is old, but I am stuck with it for now) Perl: 5.10.0 Any pointers would be wonderful Thanks Eric -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 490 bytes Desc: This is a digitally signed message part. URL: From falcone at bestpractical.com Thu Jun 9 12:51:57 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 9 Jun 2011 12:51:57 -0400 Subject: [rt-users] Could not load valid user In-Reply-To: <201106091244.46610.estoycon@gmail.com> References: <201106091244.46610.estoycon@gmail.com> Message-ID: <20110609165157.GX912@jibsheet.com> On Thu, Jun 09, 2011 at 12:44:35PM -0400, Eric Stoycon wrote: > Greetings everyone, > > > I've been strugging with this weeoe for a few days and frankly I am stumped. > Here is the situation. I need to users who are not in the RT users table to > have the ability to reply to a ticket via email. I've gone though the mail > list and tried several of the suggestions I found there but none have solved > my isssue. Please post a complete log message > This is internal auth only no external auth in place. > > I've tried granting 'everyone' the 'ReplyToTicket' right and it fails. > > Config options I have enabled > Set($WebFallbackToInternalAuth, 1); > Set($WebExternalAuto, 1); These two only apply to external auth, if you're not using it, they won't affect the system > Set($AutoCreateNonExternalUsers, 1); This only applies to RT-Authen-ExternalAuth and is unused in a vanilla RT > Set($AutoCreate, Privileged => 0); This syntax is invalid, fixing it might help -kevin > System Info > OS: RHEL 4 > DB: MySql > RT ver: 3.8.2 (I know the version is old, but I am stuck with it for now) > Perl: 5.10.0 > > Any pointers would be wonderful > > Thanks > Eric > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.11 (GNU/Linux) > > iQEcBAABAgAGBQJN8PhzAAoJEPxXSAAVYnY8XRwH/349Kr79jJyc4yS4j6nnih05 > w4+Nli7c9DdUZnUMczwANzRRiR6+Nud1XsJ7zSKvlDwDnV3vHPYkgNLmzpmOiKvY > va0C9DPfpayLBRd3UIfBElIOGBy9p+tc7+6ltPxdzByOy3o6xtt3FY8A9T2h1r92 > UKyRgKCwuTcaEiri8uiQgzV8SsIilmg6z4MNOQkkgGDtdVxq8l+cNGEyoAUqMqyV > sUQwOOr/+DEl5bSzp3K/BsNMHSY0TAaNb7nAMbjVrMXxx0zF7egzuMDIAQLo5/Av > WhqQj4z2mq+znu0uBYpK599ZVzlDNcupAnMUyOMCmgKM3JJnNFucWwJxiklwmB8= > =TogE > -----END PGP SIGNATURE----- -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From estoycon at gmail.com Thu Jun 9 13:48:06 2011 From: estoycon at gmail.com (Eric Stoycon) Date: Thu, 9 Jun 2011 13:48:06 -0400 Subject: [rt-users] Could not load valid user In-Reply-To: <20110609165157.GX912@jibsheet.com> References: <201106091244.46610.estoycon@gmail.com> <20110609165157.GX912@jibsheet.com> Message-ID: <4df10758.e4b9ec0a.4d98.4714@mx.google.com> Kevin, I fixed the syntax of that entry. It is still failing Here is the revelent log section [Thu Jun 9 17:41:44 2011] [crit]: HasRight called with no valid object (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) [Thu Jun 9 17:41:44 2011] [crit]: HasRight called with no valid object (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) [Thu Jun 9 17:41:44 2011] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (xxxx.x.xxxxxxx at xxxxxxxxxxxxx.xxx). You might need to grant 'Everyone' the right 'ReplyToTicket' for the queue Scrip. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) [Thu Jun 9 17:41:49 2011] [crit]: : Could not send mail. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:478) [Thu Jun 9 17:41:49 2011] [error]: Could not record email: Could not load a valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) On Thursday, June 09, 2011 12:51:57 PM Kevin Falcone wrote: > On Thu, Jun 09, 2011 at 12:44:35PM -0400, Eric Stoycon wrote: > > Greetings everyone, > > > > > > I've been strugging with this weeoe for a few days and frankly I am > > stumped. Here is the situation. I need to users who are not in the RT > > users table to have the ability to reply to a ticket via email. I've > > gone though the mail list and tried several of the suggestions I found > > there but none have solved my isssue. > > Please post a complete log message > > > This is internal auth only no external auth in place. > > > > I've tried granting 'everyone' the 'ReplyToTicket' right and it fails. > > > > Config options I have enabled > > > > Set($WebFallbackToInternalAuth, 1); > > Set($WebExternalAuto, 1); > > These two only apply to external auth, if you're not using it, they > won't affect the system > > > Set($AutoCreateNonExternalUsers, 1); > > This only applies to RT-Authen-ExternalAuth and is unused in a vanilla RT > > > Set($AutoCreate, Privileged => 0); > > This syntax is invalid, fixing it might help > > -kevin > > > System Info > > > > OS: RHEL 4 > > DB: MySql > > RT ver: 3.8.2 (I know the version is old, but I am stuck with it for > > now) Perl: 5.10.0 > > > > Any pointers would be wonderful > > > > Thanks > > Eric > > > > -----BEGIN PGP SIGNATURE----- > > Version: GnuPG v1.4.11 (GNU/Linux) > > > > iQEcBAABAgAGBQJN8PhzAAoJEPxXSAAVYnY8XRwH/349Kr79jJyc4yS4j6nnih05 > > w4+Nli7c9DdUZnUMczwANzRRiR6+Nud1XsJ7zSKvlDwDnV3vHPYkgNLmzpmOiKvY > > va0C9DPfpayLBRd3UIfBElIOGBy9p+tc7+6ltPxdzByOy3o6xtt3FY8A9T2h1r92 > > UKyRgKCwuTcaEiri8uiQgzV8SsIilmg6z4MNOQkkgGDtdVxq8l+cNGEyoAUqMqyV > > sUQwOOr/+DEl5bSzp3K/BsNMHSY0TAaNb7nAMbjVrMXxx0zF7egzuMDIAQLo5/Av > > WhqQj4z2mq+znu0uBYpK599ZVzlDNcupAnMUyOMCmgKM3JJnNFucWwJxiklwmB8= > > =TogE > > -----END PGP SIGNATURE----- From ivan at gray.siamics.net Thu Jun 9 10:57:49 2011 From: ivan at gray.siamics.net (Ivan Shmakov) Date: Thu, 09 Jun 2011 21:57:49 +0700 Subject: [rt-users] RT 3.8: questions on Kerberos, LDAP, and guest account setup Message-ID: <86hb7zuk5u.fsf@gray.siamics.net> I was able to successfully configure RT and Apache to use Kerberos for authentication, roughly as shown below. However, now I'm somewhat concerned about the lack of authentication in rt-mailgate(1) (Debian Bug#615890 [1].) Somehow, I feel that this issue could be resolved easily, and wonder if anyone's interested? [1] http://bugs.debian.org/615890 Also, I wonder, is it possible to make RT refer to LDAP for certain information (like: login name, real name, e-mail, etc.) about its users? It could easily become a painful experience to either synchronize the RT user database with LDAP, or to maintain the informations in both of the places simultaneously. Additionally, I have set up an Unprivileged ?guest? account. However, this configuration results in the user being presented with a somewhat ?limited? Web interface (in particular, it lacks the Search facility.) Should I make this account Privileged instead, or is there another easy way of setting up a ?read-only? account with the Search facility being active? I'm using RT as of version 3.8.8 debian 7. TIA. The RT and Apache configuration files for using HTTP authentication with a Kerberos database were roughly as follows. $ cat < /etc/request-tracker3.8/RT_SiteConfig.d/99-trust-webauth ### 99-trust-webauth -*- Default-Generic -*- ## use the REMOTE_USER provided by the web server Set ($WebExternalAuth, 1); ## display normal login screen if REMOTE_USER fails # Set ($WebFallbackToInternalAuth, 1); ## create users automatically if no user matching REMOTE_USER is found Set ($WebExternalAuto, 1); ### 99-trust-webauth ends here $ cat < /etc/apache2/sites-enabled/gray-ssl ? ## /rt/ (for http://rt.am-1.org/) ## We use this to prevent requests for images being sent through to ## the RT::Mason handler Alias /rt/NoAuth/images /usr/share/request-tracker3.8/html/NoAuth/images ## Handle everything else with this ScriptAlias /rt /usr/share/request-tracker3.8/libexec/mason_handler.scgi AllowOverride None Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch Order allow,deny Allow from all DirectoryIndex index.html Order allow,deny Allow from all AuthType Kerberos ## FIXME: README.gz tells that the following is insecure # KrbVerifyKDC off Require valid-user ## Limit mail gateway access to localhost by default Order allow,deny Allow from ::1 Allow from 127.0.0.0/8 Satisfy any RewriteCond %{HTTP_HOST} =rt.am-1.org RewriteRule ^/$ /rt/ [R=302] ? $ -- FSF associate member #7257 From kfcrocker at lbl.gov Thu Jun 9 15:01:42 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 9 Jun 2011 12:01:42 -0700 Subject: [rt-users] Could not load valid user In-Reply-To: <4df10758.e4b9ec0a.4d98.4714@mx.google.com> References: <201106091244.46610.estoycon@gmail.com> <20110609165157.GX912@jibsheet.com> <4df10758.e4b9ec0a.4d98.4714@mx.google.com> Message-ID: Eric, This is what we do and it works: *Set($SenderMustExistInExternalDatabase, 1);* *Set($ValidateUserEmailAddresses, 1);* *Set($AutoCreate, [Privileged , 0]);* and for our LDAP confiuration: *Set($AutoCreateNonExternalUsers, 1); *Now, for all this to work, you have to make sure that you aren't granting a "world of rights" to the "Unprivileged". We're very conservative about the control we grant to our users and *ALWAYS* use *Groups*. We do *NOT* grant * ANY* privileges to *individual users*. That way, only the "Privileged" get any real rights because they have to be in a group and only "Privileged" users can be in a group. Hope this helps. Kenn LBNL On Thu, Jun 9, 2011 at 10:48 AM, Eric Stoycon wrote: > Kevin, > I fixed the syntax of that entry. > It is still failing > > Here is the revelent log section > > [Thu Jun 9 17:41:44 2011] [crit]: HasRight called with no valid object > (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) > [Thu Jun 9 17:41:44 2011] [crit]: HasRight called with no valid object > (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) > [Thu Jun 9 17:41:44 2011] [error]: RT could not load a valid user, and > RT's > configuration does not allow > for the creation of a new user for this email > (xxxx.x.xxxxxxx at xxxxxxxxxxxxx.xxx). > > You might need to grant 'Everyone' the right 'ReplyToTicket' for the > queue Scrip. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) > [Thu Jun 9 17:41:49 2011] [crit]: : Could not send mail. > (/opt/rt3/bin/../lib/RT/Interface/Email.pm:478) > [Thu Jun 9 17:41:49 2011] [error]: Could not record email: Could not load > a > valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) > > On Thursday, June 09, 2011 12:51:57 PM Kevin Falcone wrote: > > On Thu, Jun 09, 2011 at 12:44:35PM -0400, Eric Stoycon wrote: > > > Greetings everyone, > > > > > > > > > I've been strugging with this weeoe for a few days and frankly I am > > > stumped. Here is the situation. I need to users who are not in the RT > > > users table to have the ability to reply to a ticket via email. I've > > > gone though the mail list and tried several of the suggestions I found > > > there but none have solved my isssue. > > > > Please post a complete log message > > > > > This is internal auth only no external auth in place. > > > > > > I've tried granting 'everyone' the 'ReplyToTicket' right and it fails. > > > > > > Config options I have enabled > > > > > > Set($WebFallbackToInternalAuth, 1); > > > Set($WebExternalAuto, 1); > > > > These two only apply to external auth, if you're not using it, they > > won't affect the system > > > > > Set($AutoCreateNonExternalUsers, 1); > > > > This only applies to RT-Authen-ExternalAuth and is unused in a vanilla RT > > > > > Set($AutoCreate, Privileged => 0); > > > > This syntax is invalid, fixing it might help > > > > -kevin > > > > > System Info > > > > > > OS: RHEL 4 > > > DB: MySql > > > RT ver: 3.8.2 (I know the version is old, but I am stuck with it > for > > > now) Perl: 5.10.0 > > > > > > Any pointers would be wonderful > > > > > > Thanks > > > Eric > > > > > > -----BEGIN PGP SIGNATURE----- > > > Version: GnuPG v1.4.11 (GNU/Linux) > > > > > > iQEcBAABAgAGBQJN8PhzAAoJEPxXSAAVYnY8XRwH/349Kr79jJyc4yS4j6nnih05 > > > w4+Nli7c9DdUZnUMczwANzRRiR6+Nud1XsJ7zSKvlDwDnV3vHPYkgNLmzpmOiKvY > > > va0C9DPfpayLBRd3UIfBElIOGBy9p+tc7+6ltPxdzByOy3o6xtt3FY8A9T2h1r92 > > > UKyRgKCwuTcaEiri8uiQgzV8SsIilmg6z4MNOQkkgGDtdVxq8l+cNGEyoAUqMqyV > > > sUQwOOr/+DEl5bSzp3K/BsNMHSY0TAaNb7nAMbjVrMXxx0zF7egzuMDIAQLo5/Av > > > WhqQj4z2mq+znu0uBYpK599ZVzlDNcupAnMUyOMCmgKM3JJnNFucWwJxiklwmB8= > > > =TogE > > > -----END PGP SIGNATURE----- > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jun 9 15:15:01 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 9 Jun 2011 15:15:01 -0400 Subject: [rt-users] Could not load valid user In-Reply-To: References: <201106091244.46610.estoycon@gmail.com> <20110609165157.GX912@jibsheet.com> <4df10758.e4b9ec0a.4d98.4714@mx.google.com> Message-ID: <20110609191501.GY912@jibsheet.com> On Thu, Jun 09, 2011 at 12:01:42PM -0700, Kenneth Crocker wrote: > Set($SenderMustExistInExternalDatabase, 1); This config options doesn't exist in the 3.8 codebase. > Set($ValidateUserEmailAddresses, 1); > > Set($AutoCreate, [Privileged , 0]); I think you're getting lucky there, that's supposed to be a hashref not an arrayref > and for our LDAP confiuration: > > Set($AutoCreateNonExternalUsers, 1); That's specific to RT::Authen::ExternalAuth -kevin > Now, for all this to work, you have to make sure that you aren't granting a "world of rights" > to the "Unprivileged". We're very conservative about the control we grant to our users and > ALWAYS use Groups. We do NOT grant ANY privileges to individual users. That way, only the > "Privileged" get any real rights because they have to be in a group and only "Privileged" > users can be in a group. > > Hope this helps. > > Kenn > LBNL > > On Thu, Jun 9, 2011 at 10:48 AM, Eric Stoycon <[1]estoycon at gmail.com> wrote: > > Kevin, > I fixed the syntax of that entry. > It is still failing > > Here is the revelent log section > > [Thu Jun 9 17:41:44 2011] [crit]: HasRight called with no valid object > (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) > [Thu Jun 9 17:41:44 2011] [crit]: HasRight called with no valid object > (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) > [Thu Jun 9 17:41:44 2011] [error]: RT could not load a valid user, and RT's > configuration does not allow > for the creation of a new user for this email > (xxxx.x.xxxxxxx at xxxxxxxxxxxxx.xxx). > > You might need to grant 'Everyone' the right 'ReplyToTicket' for the > queue Scrip. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) > [Thu Jun 9 17:41:49 2011] [crit]: : Could not send mail. > (/opt/rt3/bin/../lib/RT/Interface/Email.pm:478) > [Thu Jun 9 17:41:49 2011] [error]: Could not record email: Could not load a > valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) > On Thursday, June 09, 2011 12:51:57 PM Kevin Falcone wrote: > > On Thu, Jun 09, 2011 at 12:44:35PM -0400, Eric Stoycon wrote: > > > Greetings everyone, > > > > > > > > > I've been strugging with this weeoe for a few days and frankly I am > > > stumped. Here is the situation. I need to users who are not in the RT > > > users table to have the ability to reply to a ticket via email. I've > > > gone though the mail list and tried several of the suggestions I found > > > there but none have solved my isssue. > > > > Please post a complete log message > > > > > This is internal auth only no external auth in place. > > > > > > I've tried granting 'everyone' the 'ReplyToTicket' right and it fails. > > > > > > Config options I have enabled > > > > > > Set($WebFallbackToInternalAuth, 1); > > > Set($WebExternalAuto, 1); > > > > These two only apply to external auth, if you're not using it, they > > won't affect the system > > > > > Set($AutoCreateNonExternalUsers, 1); > > > > This only applies to RT-Authen-ExternalAuth and is unused in a vanilla RT > > > > > Set($AutoCreate, Privileged => 0); > > > > This syntax is invalid, fixing it might help > > > > -kevin > > > > > System Info > > > > > > OS: RHEL 4 > > > DB: MySql > > > RT ver: 3.8.2 (I know the version is old, but I am stuck with it for > > > now) Perl: 5.10.0 > > > > > > Any pointers would be wonderful > > > > > > Thanks > > > Eric > > > > > > -----BEGIN PGP SIGNATURE----- > > > Version: GnuPG v1.4.11 (GNU/Linux) > > > > > > iQEcBAABAgAGBQJN8PhzAAoJEPxXSAAVYnY8XRwH/349Kr79jJyc4yS4j6nnih05 > > > w4+Nli7c9DdUZnUMczwANzRRiR6+Nud1XsJ7zSKvlDwDnV3vHPYkgNLmzpmOiKvY > > > va0C9DPfpayLBRd3UIfBElIOGBy9p+tc7+6ltPxdzByOy3o6xtt3FY8A9T2h1r92 > > > UKyRgKCwuTcaEiri8uiQgzV8SsIilmg6z4MNOQkkgGDtdVxq8l+cNGEyoAUqMqyV > > > sUQwOOr/+DEl5bSzp3K/BsNMHSY0TAaNb7nAMbjVrMXxx0zF7egzuMDIAQLo5/Av > > > WhqQj4z2mq+znu0uBYpK599ZVzlDNcupAnMUyOMCmgKM3JJnNFucWwJxiklwmB8= > > > =TogE > > > -----END PGP SIGNATURE----- > > References > > Visible links > 1. mailto:estoycon at gmail.com -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jun 9 15:20:49 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 9 Jun 2011 15:20:49 -0400 Subject: [rt-users] Could not load valid user In-Reply-To: <4df10758.e4b9ec0a.4d98.4714@mx.google.com> References: <201106091244.46610.estoycon@gmail.com> <20110609165157.GX912@jibsheet.com> <4df10758.e4b9ec0a.4d98.4714@mx.google.com> Message-ID: <20110609192049.GZ912@jibsheet.com> On Thu, Jun 09, 2011 at 01:48:06PM -0400, Eric Stoycon wrote: > > [Thu Jun 9 17:41:44 2011] [crit]: HasRight called with no valid object > (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) > [Thu Jun 9 17:41:44 2011] [crit]: HasRight called with no valid object > (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) > [Thu Jun 9 17:41:44 2011] [error]: RT could not load a valid user, and RT's > configuration does not allow > for the creation of a new user for this email > (xxxx.x.xxxxxxx at xxxxxxxxxxxxx.xxx). > > You might need to grant 'Everyone' the right 'ReplyToTicket' for the > queue Scrip. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) This line > [Thu Jun 9 17:41:49 2011] [crit]: : Could not send mail. > (/opt/rt3/bin/../lib/RT/Interface/Email.pm:478) is actually indicative of a bad misconfiguration in your RT_SiteConfig.pm that you should look into around SendmailPath Once you get that cleared up, turning on LogStackTrace to 'error' will tell you a lot more about what is causing your crits and errors. Turning on debug logging may help also. -kevin > [Thu Jun 9 17:41:49 2011] [error]: Could not record email: Could not load a > valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kfcrocker at lbl.gov Thu Jun 9 15:48:23 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 9 Jun 2011 12:48:23 -0700 Subject: [rt-users] Could not load valid user In-Reply-To: <20110609191501.GY912@jibsheet.com> References: <201106091244.46610.estoycon@gmail.com> <20110609165157.GX912@jibsheet.com> <4df10758.e4b9ec0a.4d98.4714@mx.google.com> <20110609191501.GY912@jibsheet.com> Message-ID: Kevin, Yep. Wrong syntax. Now that I look at it, I don't really need to set it at all because I believe RT defaults to "UnPrivileged" when adding a new user automatically. Kenn LBNL On Thu, Jun 9, 2011 at 12:15 PM, Kevin Falcone wrote: > On Thu, Jun 09, 2011 at 12:01:42PM -0700, Kenneth Crocker wrote: > > Set($SenderMustExistInExternalDatabase, 1); > > This config options doesn't exist in the 3.8 codebase. > > > Set($ValidateUserEmailAddresses, 1); > > > > Set($AutoCreate, [Privileged , 0]); > > I think you're getting lucky there, that's supposed to be a hashref > not an arrayref > > > and for our LDAP confiuration: > > > > Set($AutoCreateNonExternalUsers, 1); > > That's specific to RT::Authen::ExternalAuth > > -kevin > > > Now, for all this to work, you have to make sure that you aren't > granting a "world of rights" > > to the "Unprivileged". We're very conservative about the control we > grant to our users and > > ALWAYS use Groups. We do NOT grant ANY privileges to individual users. > That way, only the > > "Privileged" get any real rights because they have to be in a group > and only "Privileged" > > users can be in a group. > > > > Hope this helps. > > > > Kenn > > LBNL > > > > On Thu, Jun 9, 2011 at 10:48 AM, Eric Stoycon <[1]estoycon at gmail.com> > wrote: > > > > Kevin, > > I fixed the syntax of that entry. > > It is still failing > > > > Here is the revelent log section > > > > [Thu Jun 9 17:41:44 2011] [crit]: HasRight called with no valid > object > > (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) > > [Thu Jun 9 17:41:44 2011] [crit]: HasRight called with no valid > object > > (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) > > [Thu Jun 9 17:41:44 2011] [error]: RT could not load a valid user, > and RT's > > configuration does not allow > > for the creation of a new user for this email > > (xxxx.x.xxxxxxx at xxxxxxxxxxxxx.xxx). > > > > You might need to grant 'Everyone' the right 'ReplyToTicket' for the > > queue Scrip. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) > > [Thu Jun 9 17:41:49 2011] [crit]: : Could not send mail. > > (/opt/rt3/bin/../lib/RT/Interface/Email.pm:478) > > [Thu Jun 9 17:41:49 2011] [error]: Could not record email: Could not > load a > > valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) > > On Thursday, June 09, 2011 12:51:57 PM Kevin Falcone wrote: > > > On Thu, Jun 09, 2011 at 12:44:35PM -0400, Eric Stoycon wrote: > > > > Greetings everyone, > > > > > > > > > > > > I've been strugging with this weeoe for a few days and frankly I > am > > > > stumped. Here is the situation. I need to users who are not in > the RT > > > > users table to have the ability to reply to a ticket via email. > I've > > > > gone though the mail list and tried several of the suggestions I > found > > > > there but none have solved my isssue. > > > > > > Please post a complete log message > > > > > > > This is internal auth only no external auth in place. > > > > > > > > I've tried granting 'everyone' the 'ReplyToTicket' right and it > fails. > > > > > > > > Config options I have enabled > > > > > > > > Set($WebFallbackToInternalAuth, 1); > > > > Set($WebExternalAuto, 1); > > > > > > These two only apply to external auth, if you're not using it, > they > > > won't affect the system > > > > > > > Set($AutoCreateNonExternalUsers, 1); > > > > > > This only applies to RT-Authen-ExternalAuth and is unused in a > vanilla RT > > > > > > > Set($AutoCreate, Privileged => 0); > > > > > > This syntax is invalid, fixing it might help > > > > > > -kevin > > > > > > > System Info > > > > > > > > OS: RHEL 4 > > > > DB: MySql > > > > RT ver: 3.8.2 (I know the version is old, but I am stuck with it > for > > > > now) Perl: 5.10.0 > > > > > > > > Any pointers would be wonderful > > > > > > > > Thanks > > > > Eric > > > > > > > > -----BEGIN PGP SIGNATURE----- > > > > Version: GnuPG v1.4.11 (GNU/Linux) > > > > > > > > iQEcBAABAgAGBQJN8PhzAAoJEPxXSAAVYnY8XRwH/349Kr79jJyc4yS4j6nnih05 > > > > w4+Nli7c9DdUZnUMczwANzRRiR6+Nud1XsJ7zSKvlDwDnV3vHPYkgNLmzpmOiKvY > > > > va0C9DPfpayLBRd3UIfBElIOGBy9p+tc7+6ltPxdzByOy3o6xtt3FY8A9T2h1r92 > > > > UKyRgKCwuTcaEiri8uiQgzV8SsIilmg6z4MNOQkkgGDtdVxq8l+cNGEyoAUqMqyV > > > > sUQwOOr/+DEl5bSzp3K/BsNMHSY0TAaNb7nAMbjVrMXxx0zF7egzuMDIAQLo5/Av > > > > WhqQj4z2mq+znu0uBYpK599ZVzlDNcupAnMUyOMCmgKM3JJnNFucWwJxiklwmB8= > > > > =TogE > > > > -----END PGP SIGNATURE----- > > > > References > > > > Visible links > > 1. mailto:estoycon at gmail.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From GBaxter at blackpoolsixth.ac.uk Fri Jun 10 03:13:34 2011 From: GBaxter at blackpoolsixth.ac.uk (Guy Baxter) Date: Fri, 10 Jun 2011 08:13:34 +0100 Subject: [rt-users] RT-External Auth & RT 4.0 In-Reply-To: <20110608133618.GR912@jibsheet.com> References: < > <20110607155016.GM912@jibsheet.com> < > <20110608133618.GR912@jibsheet.com> Message-ID: 070888 is the shortname for A Weetman - neither of these seem to work I'm specifying the correct ldap attribute, it's just not working! Has anyone succeeded in getting external auth working with open directory? Regards, Guy This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. ##################################################################################### Scanned by MailMarshal - Marshal's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.com ##################################################################################### From gsollazz at sgul.ac.uk Fri Jun 10 03:42:14 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Fri, 10 Jun 2011 08:42:14 +0100 Subject: [rt-users] Ldap Import and Groups In-Reply-To: <20110609161856.GW912@jibsheet.com> References: <4DF0EF77.4070208@sgul.ac.uk> <20110609161856.GW912@jibsheet.com> Message-ID: <4DF1CAD6.5020305@sgul.ac.uk> Ah, ok. The docs say "prevents users from being added to any *additional* group" I had supposed it was referring to auto creation of ldap groups. That "additional" is a bit misleading, if it could go in the next version that would be great. Thanks, G On 09/06/11 17:18, Kevin Falcone wrote: > On Thu, Jun 09, 2011 at 05:06:15PM +0100, Giuseppe Sollazzo wrote: >> Hi there, >> I've tried the ldap import script which run smoothly except for one thing: the users weren't >> put in the group specified. > The documentation could use some revising it seems > setting LDAPSkipAutogeneratedGroup to 1 means no users will be added > to LDAPGroupName > > -kevin > >> As far as I understood, >> >> #The Group new users belong to (optional) >> #All new users will belong to the 'Imported from LDAP' group >> #You can change the name of this group using the $LDAPGroupName >> #variable >> Set($LDAPGroupName,'Imported Users'); >> #If you would like to prevent users from being added to any >> #additional groups, you can set this to true: >> Set($LDAPSkipAutogeneratedGroup, 1); >> >> >> Set($LDAPUpdateUsers,1); >> >> >> With this setting, the users should be put in a group called "imported users". This didn't >> happen. So I assumed the group needed to be created manually, which I did, but still no user >> was put in the group (in the second try I had some new users, so there's no risk of an >> overlapping problem of inability to move users). >> >> Am I doing something wrong? >> >> From another point of view: I can't find if there's a way to select users in the "Users" >> interface other than by username match. It would be great to be able to select all >> unprivileged users, or all users with no group membership. >> >> Thanks, >> Giuseppe >> >> -- >> ____________________________________ >> >> Giuseppe Sollazzo >> Senior Systems Analyst >> Computing Services >> Information Services >> St. George's, University Of London >> Cranmer Terrace >> London SW17 0RE >> >> Email: [1]gsollazz at sgul.ac.uk >> Direct Dial: +44 20 8725 5160 >> Fax: +44 20 8725 3583 >> >> References >> >> Visible links >> 1. mailto:gsollazz at sgul.ac.uk -- ____________________________________ 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 vibeinjection at yahoo.com Fri Jun 10 04:01:50 2011 From: vibeinjection at yahoo.com (Ich Wersonst) Date: Fri, 10 Jun 2011 09:01:50 +0100 (BST) Subject: [rt-users] Errors in fixdeps In-Reply-To: <20110608134639.GS912@jibsheet.com> Message-ID: <408970.86076.qm@web29117.mail.ird.yahoo.com> Thanks. It worked. Now I'd like to install RT within the LAMPP environment so I used the following command to configure it: ./configure --prefix=/opt/rt3 --with-web-user=rt_user --with-web-group=rt --with-db-dat ith-db-type=mysql --with-rt-group=rt --with-apachectl=/../opt/lampp/bin/apachectl I also initialized the database, but the database instance "rt3" was however installed in the other MySQL-Server which is located in /var/lib/mysql/mysql. How can I configure the destination for the LAMPP-MySQL-Server I want to use to install the rt-database? Do I have to configure also any other files in order to use the Apache Server within LAMPP? Regards --- Kevin Falcone schrieb am Mi, 8.6.2011: Von: Kevin Falcone Betreff: Re: [rt-users] Errors in fixdeps An: rt-users at lists.bestpractical.com Datum: Mittwoch, 8. Juni, 2011 13:46 Uhr On Wed, Jun 08, 2011 at 01:15:14PM +0100, Ich Wersonst wrote: >? ? Hello, > >? ? I am using SUSE Linux Enterprise Server 11 (i586) and LAMPP 1.7.4. > >? ? I tried to install RT 4.0.0. > >? ? When I tried to fix the Perl dependencies via the command `make fixdeps` >? ? I got the following message: >? ? ? ? HTML::Mason ...MISSING >? ? ? ? ? ? Can't locate Class/Container.pm in @INC (@INC contains: >? ? /usr/lib/perl5/5.10.0/i586-linux-thread-multi /usr/lib/perl5/5.10.0 >? ? /usr/lib/perl5/site_perl/5.10.0/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.10.0 >? ? /usr/lib/perl5/vendor_perl/5.10.0/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.10.0 >? ? /usr/lib/perl5/vendor_perl /root/Desktop/rt-4.0.0) at >? ? /usr/lib/perl5/site_perl/5.10.0/HTML/Mason/Request.pm line 44. >? ? ? ? Digest::MD5 >= 2.27 ...found >? ? ? ? JSON ...found This error implies that you've got HTML::Mason installed without one of the supporting modules (I'm not sure how you did that) You should try cpan'ing Class::Container -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From chocoboselphie at gmx.de Fri Jun 10 05:33:33 2011 From: chocoboselphie at gmx.de (declaya) Date: Fri, 10 Jun 2011 02:33:33 -0700 (PDT) Subject: [rt-users] Further Theme Customisation in RT4.0 Message-ID: <31816494.post@talk.nabble.com> Hi all, I'm just want to know if there are more things I can customize at the RT interface, not only Page, Header, Page content, Page title and the Buttons. Otherwise I will just edit the css files like I did RT3.8. But I am just curious if I can do it directly from the interface. :) Thank you in advance! -- View this message in context: http://old.nabble.com/Further-Theme-Customisation-in-RT4.0-tp31816494p31816494.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From gsollazz at sgul.ac.uk Fri Jun 10 05:43:28 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Fri, 10 Jun 2011 10:43:28 +0100 Subject: [rt-users] limit ticket list display on requestor login Message-ID: <4DF1E740.2040902@sgul.ac.uk> Hi, I guess I'm not getting this right. I'd like that a user, upon login, were able to only see the tickets for which they are a requestor (in a given queue). Let's say I have a group G and a queue Q. If rights for G on Q are "Create tickets" and "View queue" obviously they see all tickets in the queue, whereas "Create tickets" alone does not allow them to see any ticket. To keep things tidy, I've also given the same rights to Everyone, Privileged, Unprivileged. Is what I want to do feasible with just permissions management? 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 Raed.El-Hames at daisygroupplc.com Fri Jun 10 07:06:25 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Fri, 10 Jun 2011 11:06:25 +0000 Subject: [rt-users] limit ticket list display on requestor login In-Reply-To: <4DF1E740.2040902@sgul.ac.uk> References: <4DF1E740.2040902@sgul.ac.uk> Message-ID: <892593C9CA8E25458C440A63DDC6774D1E510CA6@DG-HEXMBX02.daisy.group> Giuseppe, I will not give the Everyone group rights other than Create Ticket and ReplyToTicket (and this is only to get the email side of things working properly).I also would not give any rights to the Unprivileged group. For your purposes I would suggest you give the Requestor Role rights to ShowTicket/ModifyTicket/ReplyToTicket, and if your requestors are Unprivileged then their login will redirect them to the SelfService portal which is restricted. Hope that helps; Regards; Roy > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo > Sent: 10 June 2011 10:43 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] limit ticket list display on requestor login > > Hi, > I guess I'm not getting this right. > > I'd like that a user, upon login, were able to only see the tickets for > which they are a requestor (in a given queue). > > Let's say I have a group G and a queue Q. If rights for G on Q are > "Create tickets" and "View queue" obviously they see all tickets in the > queue, whereas "Create tickets" alone does not allow them to see any > ticket. > > To keep things tidy, I've also given the same rights to Everyone, > Privileged, Unprivileged. > > Is what I want to do feasible with just permissions management? > > 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 rxs at thermeon.com Fri Jun 10 07:58:58 2011 From: rxs at thermeon.com (Robert) Date: Fri, 10 Jun 2011 12:58:58 +0100 Subject: [rt-users] User creation failed in mailgateway: Name in use Message-ID: <1307707138.2130.330.camel@pdh-desktop> Hi, Bugging me for days, I'm sending an email to RT to create a ticket, the address already exists in the database. I send it, it fails and I receive back 3 emails 1. "User creation failed in mailgateway: Name in use" 2. "User 'xxx at xxx' could not be loaded in the mail gateway" 3. "RT could not load valid user" the log output Jun 10 11:28:29 eu-support RT: User creation failed in mailgateway: Name in use (/opt/rt3/bin/../local/lib/RT/Interface/Email.pm:244) RT_SiteConfig Set($AutoCreateNonExternalUsers,1); Set($ValidateUserEmailAddresses,1); Globals->Group privs Everyone->CreateTicket, ReplyToTicket Privaleged->CreateTicket, ReplyToTicket Unprivileged->CreateTicket, ReplyToTicket this has happened on more than one occasion and ive been through quite a few possible fixes? and have run out of ideas, can anyone shed some light on exactly what is going on? best Saragan From chocoboselphie at gmx.de Fri Jun 10 08:28:15 2011 From: chocoboselphie at gmx.de (declaya) Date: Fri, 10 Jun 2011 05:28:15 -0700 (PDT) Subject: [rt-users] User creation failed in mailgateway: Name in use In-Reply-To: <1307707138.2130.330.camel@pdh-desktop> References: <1307707138.2130.330.camel@pdh-desktop> Message-ID: <31817513.post@talk.nabble.com> Robert-356 wrote: > > Hi, > > Bugging me for days, I'm sending an email to RT to create a ticket, > the address already exists in the database. > > I send it, it fails and I receive back 3 emails > 1. "User creation failed in mailgateway: Name in use" > 2. "User 'xxx at xxx' could not be loaded in the mail gateway" > 3. "RT could not load valid user" > > the log output > > Jun 10 11:28:29 eu-support RT: User creation failed in mailgateway: Name > in use (/opt/rt3/bin/../local/lib/RT/Interface/Email.pm:244) > > RT_SiteConfig > Set($AutoCreateNonExternalUsers,1); > Set($ValidateUserEmailAddresses,1); > > > > Globals->Group privs > Everyone->CreateTicket, ReplyToTicket > Privaleged->CreateTicket, ReplyToTicket > Unprivileged->CreateTicket, ReplyToTicket > > this has happened on more than one occasion and ive been through quite a > few possible fixes? and have run out of ideas, > > can anyone shed some light on exactly what is going on? > > best > Saragan > > Hi Robert-356, are you using the RT-ExternalAuth plugin? I got similar error massages when it was not configured correctly. Have you tried to turn it off? I can only tell from my research, it doesn't need to be correct, but maybe RT tries to check if the user already exists and - if we assume that you use ExternalAuth and your config is somehow wrong - it can't get access to the AD server. My second guess: Have you double-checked all users in your db at the frontend? Try to search after a % in the name and you will find all registered users. Hope this helps! -- View this message in context: http://old.nabble.com/User-creation-failed-in-mailgateway%3A-Name-in-use-tp31817312p31817513.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From gsollazz at sgul.ac.uk Fri Jun 10 08:45:55 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Fri, 10 Jun 2011 13:45:55 +0100 Subject: [rt-users] limit ticket list display on requestor login In-Reply-To: <892593C9CA8E25458C440A63DDC6774D1E510CA6@DG-HEXMBX02.daisy.group> References: <4DF1E740.2040902@sgul.ac.uk> <892593C9CA8E25458C440A63DDC6774D1E510CA6@DG-HEXMBX02.daisy.group> Message-ID: <4DF21203.4080008@sgul.ac.uk> Uhm... it seems not to behave like I would like to. Basically I have a privileged user U that is part of group "G". On queue Q group G has right to show/modify/reply, whereas the system privileged group does not have any right on the queue. Also, on queue Q role "Requestor" has right to show/modify/reply, whereas the system privileged group does not have any right on the queue. Still, U can see all tickets in queue Q, even those he's not a requestor for. So I'm still looking for a way to hide tickets for which a user in the group G is not a requestor for from the dashboard, if that's at all possible :) G On 10/06/11 12:06, Raed El-Hames wrote: > Giuseppe, > > I will not give the Everyone group rights other than Create Ticket and ReplyToTicket (and this is only to get the email side of things working properly).I also would not give any rights to the Unprivileged group. > > For your purposes I would suggest you give the Requestor Role rights to ShowTicket/ModifyTicket/ReplyToTicket, and if your requestors are Unprivileged then their login will redirect them to the SelfService portal which is restricted. > > Hope that helps; > Regards; > Roy > >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> bounces at lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo >> Sent: 10 June 2011 10:43 >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] limit ticket list display on requestor login >> >> Hi, >> I guess I'm not getting this right. >> >> I'd like that a user, upon login, were able to only see the tickets for >> which they are a requestor (in a given queue). >> >> Let's say I have a group G and a queue Q. If rights for G on Q are >> "Create tickets" and "View queue" obviously they see all tickets in the >> queue, whereas "Create tickets" alone does not allow them to see any >> ticket. >> >> To keep things tidy, I've also given the same rights to Everyone, >> Privileged, Unprivileged. >> >> Is what I want to do feasible with just permissions management? >> >> 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 >> -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 From falcone at bestpractical.com Fri Jun 10 08:51:25 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 10 Jun 2011 08:51:25 -0400 Subject: [rt-users] RT 3.8: questions on Kerberos, LDAP, and guest account setup In-Reply-To: <86hb7zuk5u.fsf@gray.siamics.net> References: <86hb7zuk5u.fsf@gray.siamics.net> Message-ID: <20110610125125.GA912@jibsheet.com> On Thu, Jun 09, 2011 at 09:57:49PM +0700, Ivan Shmakov wrote: > I was able to successfully configure RT and Apache to use > Kerberos for authentication, roughly as shown below. However, > now I'm somewhat concerned about the lack of authentication in > rt-mailgate(1) (Debian Bug#615890 [1].) Somehow, I feel that > this issue could be resolved easily, and wonder if anyone's > interested? We'd certainly consider patches > Also, I wonder, is it possible to make RT refer to LDAP for > certain information (like: login name, real name, e-mail, etc.) > about its users? It could easily become a painful experience to > either synchronize the RT user database with LDAP, or to > maintain the informations in both of the places simultaneously. Sounds like you want RT-Extension-LDAPImport > Additionally, I have set up an Unprivileged ?guest? account. > However, this configuration results in the user being presented > with a somewhat ?limited? Web interface (in particular, it lacks > the Search facility.) Should I make this account Privileged > instead, or is there another easy way of setting up a > ?read-only? account with the Search facility being active? If you want the advanced search, you want a Privileged user. Unprivileged users are only going to see tickets that they're the Requestor of. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jun 10 08:52:13 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 10 Jun 2011 08:52:13 -0400 Subject: [rt-users] RT-External Auth & RT 4.0 In-Reply-To: References: <> <20110607155016.GM912@jibsheet.com> <> <20110608133618.GR912@jibsheet.com> Message-ID: <20110610125213.GB912@jibsheet.com> On Fri, Jun 10, 2011 at 08:13:34AM +0100, Guy Baxter wrote: > 070888 is the shortname for A Weetman - neither of these seem to work > > I'm specifying the correct ldap attribute, it's just not working! > > Has anyone succeeded in getting external auth working with open directory? Please show the error logs when you have RT creating an account with a non-numeric attribute. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jun 10 08:52:44 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 10 Jun 2011 08:52:44 -0400 Subject: [rt-users] Ldap Import and Groups In-Reply-To: <4DF1CAD6.5020305@sgul.ac.uk> References: <4DF0EF77.4070208@sgul.ac.uk> <20110609161856.GW912@jibsheet.com> <4DF1CAD6.5020305@sgul.ac.uk> Message-ID: <20110610125244.GC912@jibsheet.com> On Fri, Jun 10, 2011 at 08:42:14AM +0100, Giuseppe Sollazzo wrote: > Ah, ok. > The docs say "prevents users from being added to any *additional* > group" I had supposed it was referring to auto creation of ldap > groups. That "additional" is a bit misleading, if it could go in the > next version that would be great. There is already a documentation clarification on github > On 09/06/11 17:18, Kevin Falcone wrote: > >On Thu, Jun 09, 2011 at 05:06:15PM +0100, Giuseppe Sollazzo wrote: > >> Hi there, > >> I've tried the ldap import script which run smoothly except for one thing: the users weren't > >> put in the group specified. > >The documentation could use some revising it seems > >setting LDAPSkipAutogeneratedGroup to 1 means no users will be added > >to LDAPGroupName > > > >-kevin > > > >> As far as I understood, > >> > >> #The Group new users belong to (optional) > >> #All new users will belong to the 'Imported from LDAP' group > >> #You can change the name of this group using the $LDAPGroupName > >> #variable > >> Set($LDAPGroupName,'Imported Users'); > >> #If you would like to prevent users from being added to any > >> #additional groups, you can set this to true: > >> Set($LDAPSkipAutogeneratedGroup, 1); > >> > >> > >> Set($LDAPUpdateUsers,1); > >> > >> > >> With this setting, the users should be put in a group called "imported users". This didn't > >> happen. So I assumed the group needed to be created manually, which I did, but still no user > >> was put in the group (in the second try I had some new users, so there's no risk of an > >> overlapping problem of inability to move users). > >> > >> Am I doing something wrong? > >> > >> From another point of view: I can't find if there's a way to select users in the "Users" > >> interface other than by username match. It would be great to be able to select all > >> unprivileged users, or all users with no group membership. > >> > >> Thanks, > >> Giuseppe > >> > >> -- > >> ____________________________________ > >> > >> Giuseppe Sollazzo > >> Senior Systems Analyst > >> Computing Services > >> Information Services > >> St. George's, University Of London > >> Cranmer Terrace > >> London SW17 0RE > >> > >> Email: [1]gsollazz at sgul.ac.uk > >> Direct Dial: +44 20 8725 5160 > >> Fax: +44 20 8725 3583 > >> > >>References > >> > >> Visible links > >> 1. mailto:gsollazz at sgul.ac.uk > > > -- > ____________________________________ > > Giuseppe Sollazzo > Senior Systems Analyst > Computing Services > Information Services > St. George's, University Of London > Cranmer Terrace > London SW17 0RE > > Email: gsollazz at sgul.ac.uk > Direct Dial: +44 20 8725 5160 > Fax: +44 20 8725 3583 > > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jun 10 08:53:17 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 10 Jun 2011 08:53:17 -0400 Subject: [rt-users] Further Theme Customisation in RT4.0 In-Reply-To: <31816494.post@talk.nabble.com> References: <31816494.post@talk.nabble.com> Message-ID: <20110610125317.GD912@jibsheet.com> On Fri, Jun 10, 2011 at 02:33:33AM -0700, declaya wrote: > I'm just want to know if there are more things I can customize at the RT > interface, not only Page, Header, Page content, Page title and the Buttons. > > Otherwise I will just edit the css files like I did RT3.8. But I am just > curious if I can do it directly from the interface. :) You can add your CSS right to the box, rather than editing files and dealing with the upgrade hassle. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jun 10 09:01:45 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 10 Jun 2011 09:01:45 -0400 Subject: [rt-users] Errors in fixdeps In-Reply-To: <408970.86076.qm@web29117.mail.ird.yahoo.com> References: <20110608134639.GS912@jibsheet.com> <408970.86076.qm@web29117.mail.ird.yahoo.com> Message-ID: <20110610130145.GE912@jibsheet.com> On Fri, Jun 10, 2011 at 09:01:50AM +0100, Ich Wersonst wrote: > Thanks. It worked. > > Now I'd like to install RT within the LAMPP environment so I used the following command to > configure it: > > ./configure --prefix=/opt/rt3 --with-web-user=rt_user --with-web-group=rt --with-db-dat > ith-db-type=mysql --with-rt-group=rt --with-apachectl=/../opt/lampp/bin/apachectl > > I also initialized the database, but the database instance "rt3" was however installed in the > other MySQL-Server which is located in /var/lib/mysql/mysql. > > How can I configure the destination for the LAMPP-MySQL-Server I want to use to install the > rt-database? > > Do I have to configure also any other files in order to use the Apache Server within LAMPP? I'm afraid I don't know what you mean by LAMPP but you may find the output of ./configure --help useful if you need to tell RT to connect to a remote database host. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jun 10 09:03:20 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 10 Jun 2011 09:03:20 -0400 Subject: [rt-users] limit ticket list display on requestor login In-Reply-To: <4DF21203.4080008@sgul.ac.uk> References: <4DF1E740.2040902@sgul.ac.uk> <892593C9CA8E25458C440A63DDC6774D1E510CA6@DG-HEXMBX02.daisy.group> <4DF21203.4080008@sgul.ac.uk> Message-ID: <20110610130320.GF912@jibsheet.com> On Fri, Jun 10, 2011 at 01:45:55PM +0100, Giuseppe Sollazzo wrote: > Uhm... > it seems not to behave like I would like to. > > Basically I have a privileged user U that is part of group "G". > On queue Q group G has right to show/modify/reply, whereas the > system privileged group does not have any right on the queue. > Also, on queue Q role "Requestor" has right to show/modify/reply, > whereas the system privileged group does not have any right on the > queue. > > Still, U can see all tickets in queue Q, even those he's not a > requestor for. > > So I'm still looking for a way to hide tickets for which a user in > the group G is not a requestor for from the dashboard, if that's at > all possible :) Sounds like you have some global rights getting in the way. -kevin > > On 10/06/11 12:06, Raed El-Hames wrote: > >Giuseppe, > > > >I will not give the Everyone group rights other than Create Ticket and ReplyToTicket (and this is only to get the email side of things working properly).I also would not give any rights to the Unprivileged group. > > > >For your purposes I would suggest you give the Requestor Role rights to ShowTicket/ModifyTicket/ReplyToTicket, and if your requestors are Unprivileged then their login will redirect them to the SelfService portal which is restricted. > > > >Hope that helps; > >Regards; > >Roy > > > >>-----Original Message----- > >>From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > >>bounces at lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo > >>Sent: 10 June 2011 10:43 > >>To: rt-users at lists.bestpractical.com > >>Subject: [rt-users] limit ticket list display on requestor login > >> > >>Hi, > >>I guess I'm not getting this right. > >> > >>I'd like that a user, upon login, were able to only see the tickets for > >>which they are a requestor (in a given queue). > >> > >>Let's say I have a group G and a queue Q. If rights for G on Q are > >>"Create tickets" and "View queue" obviously they see all tickets in the > >>queue, whereas "Create tickets" alone does not allow them to see any > >>ticket. > >> > >>To keep things tidy, I've also given the same rights to Everyone, > >>Privileged, Unprivileged. > >> > >>Is what I want to do feasible with just permissions management? > >> > >>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 > >> > > > -- > ____________________________________ > > Giuseppe Sollazzo > Senior Systems Analyst > Computing Services > Information Services > St. George's, University Of London > Cranmer Terrace > London SW17 0RE > > Email: gsollazz at sgul.ac.uk > Direct Dial: +44 20 8725 5160 > Fax: +44 20 8725 3583 > > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From gsollazz at sgul.ac.uk Fri Jun 10 09:14:57 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Fri, 10 Jun 2011 14:14:57 +0100 Subject: [rt-users] limit ticket list display on requestor login In-Reply-To: <20110610130320.GF912@jibsheet.com> References: <4DF1E740.2040902@sgul.ac.uk> <892593C9CA8E25458C440A63DDC6774D1E510CA6@DG-HEXMBX02.daisy.group> <4DF21203.4080008@sgul.ac.uk> <20110610130320.GF912@jibsheet.com> Message-ID: <4DF218D1.5070404@sgul.ac.uk> Hi Kevin, that was my first thought - however in "global group rights" all checkboxes in general/staff/admin rights are unticked for System, Roles, and for the given user group. Or is it maybe how I shoudl manage this, by adding "show ticket" to the global one? Just in case I have explained myself improperly, what I'm trying to achieve is that users in the G group are shown in the dashboard a list of tickets in the queue Q for which they are requestors; such list should exclude tickets in the same queue for which they are not requestors. Thanks, G On 10/06/11 14:03, Kevin Falcone wrote: > On Fri, Jun 10, 2011 at 01:45:55PM +0100, Giuseppe Sollazzo wrote: >> Uhm... >> it seems not to behave like I would like to. >> >> Basically I have a privileged user U that is part of group "G". >> On queue Q group G has right to show/modify/reply, whereas the >> system privileged group does not have any right on the queue. >> Also, on queue Q role "Requestor" has right to show/modify/reply, >> whereas the system privileged group does not have any right on the >> queue. >> >> Still, U can see all tickets in queue Q, even those he's not a >> requestor for. >> >> So I'm still looking for a way to hide tickets for which a user in >> the group G is not a requestor for from the dashboard, if that's at >> all possible :) > > Sounds like you have some global rights getting in the way. > > -kevin > >> On 10/06/11 12:06, Raed El-Hames wrote: >>> Giuseppe, >>> >>> I will not give the Everyone group rights other than Create Ticket and ReplyToTicket (and this is only to get the email side of things working properly).I also would not give any rights to the Unprivileged group. >>> >>> For your purposes I would suggest you give the Requestor Role rights to ShowTicket/ModifyTicket/ReplyToTicket, and if your requestors are Unprivileged then their login will redirect them to the SelfService portal which is restricted. >>> >>> Hope that helps; >>> Regards; >>> Roy >>> >>>> -----Original Message----- >>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >>>> bounces at lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo >>>> Sent: 10 June 2011 10:43 >>>> To: rt-users at lists.bestpractical.com >>>> Subject: [rt-users] limit ticket list display on requestor login >>>> >>>> Hi, >>>> I guess I'm not getting this right. >>>> >>>> I'd like that a user, upon login, were able to only see the tickets for >>>> which they are a requestor (in a given queue). >>>> >>>> Let's say I have a group G and a queue Q. If rights for G on Q are >>>> "Create tickets" and "View queue" obviously they see all tickets in the >>>> queue, whereas "Create tickets" alone does not allow them to see any >>>> ticket. >>>> >>>> To keep things tidy, I've also given the same rights to Everyone, >>>> Privileged, Unprivileged. >>>> >>>> Is what I want to do feasible with just permissions management? >>>> >>>> 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 >>>> >> >> -- >> ____________________________________ >> >> 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 >> >> -- ____________________________________ 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 rxs at thermeon.com Fri Jun 10 09:26:35 2011 From: rxs at thermeon.com (Robert) Date: Fri, 10 Jun 2011 14:26:35 +0100 Subject: [rt-users] User creation failed in mailgateway: Name in use In-Reply-To: <31817513.post@talk.nabble.com> References: <1307707138.2130.330.camel@pdh-desktop> <31817513.post@talk.nabble.com> Message-ID: <1307712395.2130.333.camel@pdh-desktop> hi, thnx for the quick reply No we use RT::Authen::ExternalAuth rather than externalauth for ldap. (internal users only) the users have been created as valid users in the RT database, RT just seems to have an issue locating them and allowing them to send the mail in. Other mail users that are setup as both valid users and privileged are fine even though they don?t exist in ldap. -----Original Message----- From: declaya To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] User creation failed in mailgateway: Name in use Date: Fri, 10 Jun 2011 05:28:15 -0700 (PDT) Robert-356 wrote: > > Hi, > > Bugging me for days, I'm sending an email to RT to create a ticket, > the address already exists in the database. > > I send it, it fails and I receive back 3 emails > 1. "User creation failed in mailgateway: Name in use" > 2. "User 'xxx at xxx' could not be loaded in the mail gateway" > 3. "RT could not load valid user" > > the log output > > Jun 10 11:28:29 eu-support RT: User creation failed in mailgateway: Name > in use (/opt/rt3/bin/../local/lib/RT/Interface/Email.pm:244) > > RT_SiteConfig > Set($AutoCreateNonExternalUsers,1); > Set($ValidateUserEmailAddresses,1); > > > > Globals->Group privs > Everyone->CreateTicket, ReplyToTicket > Privaleged->CreateTicket, ReplyToTicket > Unprivileged->CreateTicket, ReplyToTicket > > this has happened on more than one occasion and ive been through quite a > few possible fixes? and have run out of ideas, > > can anyone shed some light on exactly what is going on? > > best > Saragan > > Hi Robert-356, are you using the RT-ExternalAuth plugin? I got similar error massages when it was not configured correctly. Have you tried to turn it off? I can only tell from my research, it doesn't need to be correct, but maybe RT tries to check if the user already exists and - if we assume that you use ExternalAuth and your config is somehow wrong - it can't get access to the AD server. My second guess: Have you double-checked all users in your db at the frontend? Try to search after a % in the name and you will find all registered users. Hope this helps! From Raed.El-Hames at daisygroupplc.com Fri Jun 10 09:50:13 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Fri, 10 Jun 2011 13:50:13 +0000 Subject: [rt-users] limit ticket list display on requestor login In-Reply-To: <4DF218D1.5070404@sgul.ac.uk> References: <4DF1E740.2040902@sgul.ac.uk> <892593C9CA8E25458C440A63DDC6774D1E510CA6@DG-HEXMBX02.daisy.group> <4DF21203.4080008@sgul.ac.uk> <20110610130320.GF912@jibsheet.com> <4DF218D1.5070404@sgul.ac.uk> Message-ID: <892593C9CA8E25458C440A63DDC6774D1E511ED0@DG-HEXMBX02.daisy.group> The fist question Giuseppe , is user U privileged or not? If not then by default he should have been redirected to SelfService/index.html, which again by default should only display /SelfService/Elements/MyRequests If he is privileged (then I would ask why? -- because according to what you need below he does not need to be privileged), if he has to be privileged then you may have to do some coding .. I do think there is a limitation in RT , you should need to give the "SeeQueue" permission to be able to see it in the dropdown ? I would have thought the "CreateTicket" permission should be enough. As I suggested make user U unprivileged is the easiest solution. Good luck Roy > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo > Sent: 10 June 2011 14:15 > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] limit ticket list display on requestor login > > Hi Kevin, > that was my first thought - however in "global group rights" all > checkboxes in general/staff/admin rights are unticked for System, Roles, > and for the given user group. > > Or is it maybe how I shoudl manage this, by adding "show ticket" to the > global one? > > Just in case I have explained myself improperly, what I'm trying to > achieve is that users in the G group are shown in the dashboard a list > of tickets in the queue Q for which they are requestors; such list > should exclude tickets in the same queue for which they are not > requestors. > > Thanks, > G > > On 10/06/11 14:03, Kevin Falcone wrote: > > On Fri, Jun 10, 2011 at 01:45:55PM +0100, Giuseppe Sollazzo wrote: > >> Uhm... > >> it seems not to behave like I would like to. > >> > >> Basically I have a privileged user U that is part of group "G". > >> On queue Q group G has right to show/modify/reply, whereas the > >> system privileged group does not have any right on the queue. > >> Also, on queue Q role "Requestor" has right to show/modify/reply, > >> whereas the system privileged group does not have any right on the > >> queue. > >> > >> Still, U can see all tickets in queue Q, even those he's not a > >> requestor for. > >> > >> So I'm still looking for a way to hide tickets for which a user in > >> the group G is not a requestor for from the dashboard, if that's at > >> all possible :) > > > > Sounds like you have some global rights getting in the way. > > > > -kevin > > > >> On 10/06/11 12:06, Raed El-Hames wrote: > >>> Giuseppe, > >>> > >>> I will not give the Everyone group rights other than Create Ticket and > ReplyToTicket (and this is only to get the email side of things working > properly).I also would not give any rights to the Unprivileged group. > >>> > >>> For your purposes I would suggest you give the Requestor Role rights > to ShowTicket/ModifyTicket/ReplyToTicket, and if your requestors are > Unprivileged then their login will redirect them to the SelfService portal > which is restricted. > >>> > >>> Hope that helps; > >>> Regards; > >>> Roy > >>> > >>>> -----Original Message----- > >>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > >>>> bounces at lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo > >>>> Sent: 10 June 2011 10:43 > >>>> To: rt-users at lists.bestpractical.com > >>>> Subject: [rt-users] limit ticket list display on requestor login > >>>> > >>>> Hi, > >>>> I guess I'm not getting this right. > >>>> > >>>> I'd like that a user, upon login, were able to only see the tickets > for > >>>> which they are a requestor (in a given queue). > >>>> > >>>> Let's say I have a group G and a queue Q. If rights for G on Q are > >>>> "Create tickets" and "View queue" obviously they see all tickets in > the > >>>> queue, whereas "Create tickets" alone does not allow them to see any > >>>> ticket. > >>>> > >>>> To keep things tidy, I've also given the same rights to Everyone, > >>>> Privileged, Unprivileged. > >>>> > >>>> Is what I want to do feasible with just permissions management? > >>>> > >>>> 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 > >>>> > >> > >> -- > >> ____________________________________ > >> > >> 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 > >> > >> > > > -- > ____________________________________ > > 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 gsollazz at sgul.ac.uk Fri Jun 10 10:33:02 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Fri, 10 Jun 2011 15:33:02 +0100 Subject: [rt-users] limit ticket list display on requestor login In-Reply-To: <892593C9CA8E25458C440A63DDC6774D1E511ED0@DG-HEXMBX02.daisy.group> References: <4DF1E740.2040902@sgul.ac.uk> <892593C9CA8E25458C440A63DDC6774D1E510CA6@DG-HEXMBX02.daisy.group> <4DF21203.4080008@sgul.ac.uk> <20110610130320.GF912@jibsheet.com> <4DF218D1.5070404@sgul.ac.uk> <892593C9CA8E25458C440A63DDC6774D1E511ED0@DG-HEXMBX02.daisy.group> Message-ID: <4DF22B1E.8050208@sgul.ac.uk> Hi Raed, thanks a lot as that explains it. This user is Privileged. Removing the privilege everything works as expected. What puzzles me is the relationship between system groups and user defined groups. I would have expected to have the possibility of limiting permissions to Privileged users in a group rather then having them as Unprivileged. But never mind :-) Now the problem I have is that all my imported users are Privileged, and reimporting them does not seem to change this (even with $LDAPUpdateUsers=1). Do you reckon there's a way to bulk update users and make them Unprivileged? Thanks, Giuseppe On 10/06/11 14:50, Raed El-Hames wrote: > The fist question Giuseppe , is user U privileged or not? > > If not then by default he should have been redirected to SelfService/index.html, which again by default should only display > /SelfService/Elements/MyRequests > > If he is privileged (then I would ask why? -- because according to what you need below he does not need to be privileged), if he has to be privileged then you may have to do some coding .. I do think there is a limitation in RT , you should need to give the "SeeQueue" permission to be able to see it in the dropdown ? I would have thought the "CreateTicket" permission should be enough. > > As I suggested make user U unprivileged is the easiest solution. > > Good luck > Roy > > >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> bounces at lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo >> Sent: 10 June 2011 14:15 >> To: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] limit ticket list display on requestor login >> >> Hi Kevin, >> that was my first thought - however in "global group rights" all >> checkboxes in general/staff/admin rights are unticked for System, Roles, >> and for the given user group. >> >> Or is it maybe how I shoudl manage this, by adding "show ticket" to the >> global one? >> >> Just in case I have explained myself improperly, what I'm trying to >> achieve is that users in the G group are shown in the dashboard a list >> of tickets in the queue Q for which they are requestors; such list >> should exclude tickets in the same queue for which they are not >> requestors. >> >> Thanks, >> G >> >> On 10/06/11 14:03, Kevin Falcone wrote: >>> On Fri, Jun 10, 2011 at 01:45:55PM +0100, Giuseppe Sollazzo wrote: >>>> Uhm... >>>> it seems not to behave like I would like to. >>>> >>>> Basically I have a privileged user U that is part of group "G". >>>> On queue Q group G has right to show/modify/reply, whereas the >>>> system privileged group does not have any right on the queue. >>>> Also, on queue Q role "Requestor" has right to show/modify/reply, >>>> whereas the system privileged group does not have any right on the >>>> queue. >>>> >>>> Still, U can see all tickets in queue Q, even those he's not a >>>> requestor for. >>>> >>>> So I'm still looking for a way to hide tickets for which a user in >>>> the group G is not a requestor for from the dashboard, if that's at >>>> all possible :) >>> Sounds like you have some global rights getting in the way. >>> >>> -kevin >>> >>>> On 10/06/11 12:06, Raed El-Hames wrote: >>>>> Giuseppe, >>>>> >>>>> I will not give the Everyone group rights other than Create Ticket and >> ReplyToTicket (and this is only to get the email side of things working >> properly).I also would not give any rights to the Unprivileged group. >>>>> For your purposes I would suggest you give the Requestor Role rights >> to ShowTicket/ModifyTicket/ReplyToTicket, and if your requestors are >> Unprivileged then their login will redirect them to the SelfService portal >> which is restricted. >>>>> Hope that helps; >>>>> Regards; >>>>> Roy >>>>> >>>>>> -----Original Message----- >>>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >>>>>> bounces at lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo >>>>>> Sent: 10 June 2011 10:43 >>>>>> To: rt-users at lists.bestpractical.com >>>>>> Subject: [rt-users] limit ticket list display on requestor login >>>>>> >>>>>> Hi, >>>>>> I guess I'm not getting this right. >>>>>> >>>>>> I'd like that a user, upon login, were able to only see the tickets >> for >>>>>> which they are a requestor (in a given queue). >>>>>> >>>>>> Let's say I have a group G and a queue Q. If rights for G on Q are >>>>>> "Create tickets" and "View queue" obviously they see all tickets in >> the >>>>>> queue, whereas "Create tickets" alone does not allow them to see any >>>>>> ticket. >>>>>> >>>>>> To keep things tidy, I've also given the same rights to Everyone, >>>>>> Privileged, Unprivileged. >>>>>> >>>>>> Is what I want to do feasible with just permissions management? >>>>>> >>>>>> 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 >>>>>> >>>> -- >>>> ____________________________________ >>>> >>>> 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 >>>> >>>> >> >> -- >> ____________________________________ >> >> 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 >> -- ____________________________________ 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 Raed.El-Hames at daisygroupplc.com Fri Jun 10 11:12:40 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Fri, 10 Jun 2011 15:12:40 +0000 Subject: [rt-users] limit ticket list display on requestor login In-Reply-To: <4DF22B1E.8050208@sgul.ac.uk> References: <4DF1E740.2040902@sgul.ac.uk> <892593C9CA8E25458C440A63DDC6774D1E510CA6@DG-HEXMBX02.daisy.group> <4DF21203.4080008@sgul.ac.uk> <20110610130320.GF912@jibsheet.com> <4DF218D1.5070404@sgul.ac.uk> <892593C9CA8E25458C440A63DDC6774D1E511ED0@DG-HEXMBX02.daisy.group> <4DF22B1E.8050208@sgul.ac.uk> Message-ID: <892593C9CA8E25458C440A63DDC6774D1E511F64@DG-HEXMBX02.daisy.group> Sorry Giuseppe I don't have much knowledge of the LDAP plugin. Under normal circumstances (ie RT auth), I would write script to go through the users need changing and set Privileged to 0 foreach $MyUserId (@my_users_to_change) { my $u=RT::User->new(RT::SystemUser); my ($id, $msg) = $u->Load("$MyUserId"); if ($id) { $u->SetPrivileged(0); } } Regards; Roy > -----Original Message----- > From: Giuseppe Sollazzo [mailto:gsollazz at sgul.ac.uk] > Sent: 10 June 2011 15:33 > To: Raed El-Hames > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] limit ticket list display on requestor login > > Hi Raed, > thanks a lot as that explains it. This user is Privileged. Removing the > privilege everything works as expected. > > What puzzles me is the relationship between system groups and user > defined groups. I would have expected to have the possibility of > limiting permissions to Privileged users in a group rather then having > them as Unprivileged. > But never mind :-) > > Now the problem I have is that all my imported users are Privileged, and > reimporting them does not seem to change this (even with > $LDAPUpdateUsers=1). > > Do you reckon there's a way to bulk update users and make them > Unprivileged? > > Thanks, > Giuseppe > > > > > On 10/06/11 14:50, Raed El-Hames wrote: > > The fist question Giuseppe , is user U privileged or not? > > > > If not then by default he should have been redirected to > SelfService/index.html, which again by default should only display > > /SelfService/Elements/MyRequests > > > > If he is privileged (then I would ask why? -- because according to what > you need below he does not need to be privileged), if he has to be > privileged then you may have to do some coding .. I do think there is a > limitation in RT , you should need to give the "SeeQueue" permission to be > able to see it in the dropdown ? I would have thought the "CreateTicket" > permission should be enough. > > > > As I suggested make user U unprivileged is the easiest solution. > > > > Good luck > > Roy > > > > > >> -----Original Message----- > >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > >> bounces at lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo > >> Sent: 10 June 2011 14:15 > >> To: rt-users at lists.bestpractical.com > >> Subject: Re: [rt-users] limit ticket list display on requestor login > >> > >> Hi Kevin, > >> that was my first thought - however in "global group rights" all > >> checkboxes in general/staff/admin rights are unticked for System, > Roles, > >> and for the given user group. > >> > >> Or is it maybe how I shoudl manage this, by adding "show ticket" to the > >> global one? > >> > >> Just in case I have explained myself improperly, what I'm trying to > >> achieve is that users in the G group are shown in the dashboard a list > >> of tickets in the queue Q for which they are requestors; such list > >> should exclude tickets in the same queue for which they are not > >> requestors. > >> > >> Thanks, > >> G > >> > >> On 10/06/11 14:03, Kevin Falcone wrote: > >>> On Fri, Jun 10, 2011 at 01:45:55PM +0100, Giuseppe Sollazzo wrote: > >>>> Uhm... > >>>> it seems not to behave like I would like to. > >>>> > >>>> Basically I have a privileged user U that is part of group "G". > >>>> On queue Q group G has right to show/modify/reply, whereas the > >>>> system privileged group does not have any right on the queue. > >>>> Also, on queue Q role "Requestor" has right to show/modify/reply, > >>>> whereas the system privileged group does not have any right on the > >>>> queue. > >>>> > >>>> Still, U can see all tickets in queue Q, even those he's not a > >>>> requestor for. > >>>> > >>>> So I'm still looking for a way to hide tickets for which a user in > >>>> the group G is not a requestor for from the dashboard, if that's at > >>>> all possible :) > >>> Sounds like you have some global rights getting in the way. > >>> > >>> -kevin > >>> > >>>> On 10/06/11 12:06, Raed El-Hames wrote: > >>>>> Giuseppe, > >>>>> > >>>>> I will not give the Everyone group rights other than Create Ticket > and > >> ReplyToTicket (and this is only to get the email side of things working > >> properly).I also would not give any rights to the Unprivileged group. > >>>>> For your purposes I would suggest you give the Requestor Role rights > >> to ShowTicket/ModifyTicket/ReplyToTicket, and if your requestors are > >> Unprivileged then their login will redirect them to the SelfService > portal > >> which is restricted. > >>>>> Hope that helps; > >>>>> Regards; > >>>>> Roy > >>>>> > >>>>>> -----Original Message----- > >>>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > >>>>>> bounces at lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo > >>>>>> Sent: 10 June 2011 10:43 > >>>>>> To: rt-users at lists.bestpractical.com > >>>>>> Subject: [rt-users] limit ticket list display on requestor login > >>>>>> > >>>>>> Hi, > >>>>>> I guess I'm not getting this right. > >>>>>> > >>>>>> I'd like that a user, upon login, were able to only see the tickets > >> for > >>>>>> which they are a requestor (in a given queue). > >>>>>> > >>>>>> Let's say I have a group G and a queue Q. If rights for G on Q are > >>>>>> "Create tickets" and "View queue" obviously they see all tickets in > >> the > >>>>>> queue, whereas "Create tickets" alone does not allow them to see > any > >>>>>> ticket. > >>>>>> > >>>>>> To keep things tidy, I've also given the same rights to Everyone, > >>>>>> Privileged, Unprivileged. > >>>>>> > >>>>>> Is what I want to do feasible with just permissions management? > >>>>>> > >>>>>> 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 > >>>>>> > >>>> -- > >>>> ____________________________________ > >>>> > >>>> 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 > >>>> > >>>> > >> > >> -- > >> ____________________________________ > >> > >> 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 > >> > > > -- > ____________________________________ > > 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 gsollazz at sgul.ac.uk Fri Jun 10 11:29:50 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Fri, 10 Jun 2011 16:29:50 +0100 Subject: [rt-users] limit ticket list display on requestor login In-Reply-To: <892593C9CA8E25458C440A63DDC6774D1E511F64@DG-HEXMBX02.daisy.group> References: <4DF1E740.2040902@sgul.ac.uk> <892593C9CA8E25458C440A63DDC6774D1E510CA6@DG-HEXMBX02.daisy.group> <4DF21203.4080008@sgul.ac.uk> <20110610130320.GF912@jibsheet.com> <4DF218D1.5070404@sgul.ac.uk> <892593C9CA8E25458C440A63DDC6774D1E511ED0@DG-HEXMBX02.daisy.group> <4DF22B1E.8050208@sgul.ac.uk> <892593C9CA8E25458C440A63DDC6774D1E511F64@DG-HEXMBX02.daisy.group> Message-ID: <4DF2386E.2020500@sgul.ac.uk> Hi Raed, thanks for your very kind help. I was hoping for the capability of running bulk operations on users to be added to the user interface at some point :-) G On 10/06/11 16:12, Raed El-Hames wrote: > Sorry Giuseppe I don't have much knowledge of the LDAP plugin. > Under normal circumstances (ie RT auth), I would write script to go through the users need changing and set Privileged to 0 > foreach $MyUserId (@my_users_to_change) { > my $u=RT::User->new(RT::SystemUser); > my ($id, $msg) = $u->Load("$MyUserId"); > if ($id) { > $u->SetPrivileged(0); > } > } > > Regards; > Roy >> -----Original Message----- >> From: Giuseppe Sollazzo [mailto:gsollazz at sgul.ac.uk] >> Sent: 10 June 2011 15:33 >> To: Raed El-Hames >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] limit ticket list display on requestor login >> >> Hi Raed, >> thanks a lot as that explains it. This user is Privileged. Removing the >> privilege everything works as expected. >> >> What puzzles me is the relationship between system groups and user >> defined groups. I would have expected to have the possibility of >> limiting permissions to Privileged users in a group rather then having >> them as Unprivileged. >> But never mind :-) >> >> Now the problem I have is that all my imported users are Privileged, and >> reimporting them does not seem to change this (even with >> $LDAPUpdateUsers=1). >> >> Do you reckon there's a way to bulk update users and make them >> Unprivileged? >> >> Thanks, >> Giuseppe >> >> >> >> >> On 10/06/11 14:50, Raed El-Hames wrote: >>> The fist question Giuseppe , is user U privileged or not? >>> >>> If not then by default he should have been redirected to >> SelfService/index.html, which again by default should only display >>> /SelfService/Elements/MyRequests >>> >>> If he is privileged (then I would ask why? -- because according to what >> you need below he does not need to be privileged), if he has to be >> privileged then you may have to do some coding .. I do think there is a >> limitation in RT , you should need to give the "SeeQueue" permission to be >> able to see it in the dropdown ? I would have thought the "CreateTicket" >> permission should be enough. >>> As I suggested make user U unprivileged is the easiest solution. >>> >>> Good luck >>> Roy >>> >>> >>>> -----Original Message----- >>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >>>> bounces at lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo >>>> Sent: 10 June 2011 14:15 >>>> To: rt-users at lists.bestpractical.com >>>> Subject: Re: [rt-users] limit ticket list display on requestor login >>>> >>>> Hi Kevin, >>>> that was my first thought - however in "global group rights" all >>>> checkboxes in general/staff/admin rights are unticked for System, >> Roles, >>>> and for the given user group. >>>> >>>> Or is it maybe how I shoudl manage this, by adding "show ticket" to the >>>> global one? >>>> >>>> Just in case I have explained myself improperly, what I'm trying to >>>> achieve is that users in the G group are shown in the dashboard a list >>>> of tickets in the queue Q for which they are requestors; such list >>>> should exclude tickets in the same queue for which they are not >>>> requestors. >>>> >>>> Thanks, >>>> G >>>> >>>> On 10/06/11 14:03, Kevin Falcone wrote: >>>>> On Fri, Jun 10, 2011 at 01:45:55PM +0100, Giuseppe Sollazzo wrote: >>>>>> Uhm... >>>>>> it seems not to behave like I would like to. >>>>>> >>>>>> Basically I have a privileged user U that is part of group "G". >>>>>> On queue Q group G has right to show/modify/reply, whereas the >>>>>> system privileged group does not have any right on the queue. >>>>>> Also, on queue Q role "Requestor" has right to show/modify/reply, >>>>>> whereas the system privileged group does not have any right on the >>>>>> queue. >>>>>> >>>>>> Still, U can see all tickets in queue Q, even those he's not a >>>>>> requestor for. >>>>>> >>>>>> So I'm still looking for a way to hide tickets for which a user in >>>>>> the group G is not a requestor for from the dashboard, if that's at >>>>>> all possible :) >>>>> Sounds like you have some global rights getting in the way. >>>>> >>>>> -kevin >>>>> >>>>>> On 10/06/11 12:06, Raed El-Hames wrote: >>>>>>> Giuseppe, >>>>>>> >>>>>>> I will not give the Everyone group rights other than Create Ticket >> and >>>> ReplyToTicket (and this is only to get the email side of things working >>>> properly).I also would not give any rights to the Unprivileged group. >>>>>>> For your purposes I would suggest you give the Requestor Role rights >>>> to ShowTicket/ModifyTicket/ReplyToTicket, and if your requestors are >>>> Unprivileged then their login will redirect them to the SelfService >> portal >>>> which is restricted. >>>>>>> Hope that helps; >>>>>>> Regards; >>>>>>> Roy >>>>>>> >>>>>>>> -----Original Message----- >>>>>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >>>>>>>> bounces at lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo >>>>>>>> Sent: 10 June 2011 10:43 >>>>>>>> To: rt-users at lists.bestpractical.com >>>>>>>> Subject: [rt-users] limit ticket list display on requestor login >>>>>>>> >>>>>>>> Hi, >>>>>>>> I guess I'm not getting this right. >>>>>>>> >>>>>>>> I'd like that a user, upon login, were able to only see the tickets >>>> for >>>>>>>> which they are a requestor (in a given queue). >>>>>>>> >>>>>>>> Let's say I have a group G and a queue Q. If rights for G on Q are >>>>>>>> "Create tickets" and "View queue" obviously they see all tickets in >>>> the >>>>>>>> queue, whereas "Create tickets" alone does not allow them to see >> any >>>>>>>> ticket. >>>>>>>> >>>>>>>> To keep things tidy, I've also given the same rights to Everyone, >>>>>>>> Privileged, Unprivileged. >>>>>>>> >>>>>>>> Is what I want to do feasible with just permissions management? >>>>>>>> >>>>>>>> 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 >>>>>>>> >>>>>> -- >>>>>> ____________________________________ >>>>>> >>>>>> 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 >>>>>> >>>>>> >>>> -- >>>> ____________________________________ >>>> >>>> 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 >>>> >> >> -- >> ____________________________________ >> >> 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 >> -- ____________________________________ 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 yan at seiner.com Fri Jun 10 13:10:53 2011 From: yan at seiner.com (Yan Seiner) Date: Fri, 10 Jun 2011 10:10:53 -0700 (PDT) Subject: [rt-users] RT training options Message-ID: We're looking at getting some end-user training. I've contacted Best Practical, and I'm also looking for any organizations that might provide webinars or other training. Anyone know of any organizations in the Pacific North West that might provide training? How do people go about training their staff in RT use? -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From ivan at gray.siamics.net Fri Jun 10 11:35:02 2011 From: ivan at gray.siamics.net (Ivan Shmakov) Date: Fri, 10 Jun 2011 22:35:02 +0700 Subject: [rt-users] RT 3.8: questions on Kerberos, LDAP, and guest account setup References: <86hb7zuk5u.fsf@gray.siamics.net> <20110610125125.GA912@jibsheet.com> Message-ID: <86vcwdu2c9.fsf@gray.siamics.net> >>>>> Kevin Falcone writes: >>>>> On Thu, Jun 09, 2011 at 09:57:49PM +0700, Ivan Shmakov wrote: [?] >> Also, I wonder, is it possible to make RT refer to LDAP for >> certain information (like: login name, real name, e-mail, etc.) >> about its users? It could easily become a painful experience to >> either synchronize the RT user database with LDAP, or to >> maintain the informations in both of the places simultaneously. > Sounds like you want RT-Extension-LDAPImport I'll check it, thanks. >> Additionally, I have set up an Unprivileged ?guest? account. >> However, this configuration results in the user being presented with >> a somewhat ?limited? Web interface (in particular, it lacks the >> Search facility.) Should I make this account Privileged instead, or >> is there another easy way of setting up a ?read-only? account with >> the Search facility being active? > If you want the advanced search, you want a Privileged user. Is it merely a limitation of the implementation, or something deeper? The inconvenience of setting up a Privileged guest account is that it will be necessary to maintain a separate group, whose members (which are all the Privileged users except the guest account) are actually granted ?write access? to the tickets. With guest account now being Unprivileged, the Privileged group fulfills this role. > Unprivileged users are only going to see tickets that they're the > Requestor of. Apparently, it's not the case: I was able to see all the tickets belonging to the queues for which Everyone is granted SeeQueue and ShowTicket permissions. (RT 3.8.8 debian 7.) -- FSF associate member #7257 From alex at peters.net Sat Jun 11 21:37:30 2011 From: alex at peters.net (Alex Peters) Date: Sun, 12 Jun 2011 11:37:30 +1000 Subject: [rt-users] 4.0.0: Upgrade database independently of installed code base? In-Reply-To: <20110606143304.GF912@jibsheet.com> References: <4DEB6058.5060901@peters.net> <20110606143304.GF912@jibsheet.com> Message-ID: <4DF4185A.9020707@peters.net> On 01/-9/-28163 05:59 AM, Kevin Falcone wrote: > On Sun, Jun 05, 2011 at 08:54:16PM +1000, Alex Peters wrote: >> I understand that I need to apply a series of sequential >> upgrades to the copied database in order to make it a 4.0.0 >> schema and complete the 4.0.0 setup, but I can't see how >> this is done. > > make upgrade will actually cleanly install everything into > /opt/rt4 for you and print out the line. It is something > like this: > > /opt/rt4/sbin/rt-setup-database --action upgrade --dba YOURDBAUSERNAME > > that last part is obviously site-specific. > > Please also review docs/UPGRADING-3.8 and docs/UPGRADING-4.0 > and complete any relevant database upgrade steps listed > there. Thanks Kevin--this mostly worked. Some further observations: 1. The rt-setup-database script relies on the existence of an etc/upgrade directory, which in my case wasn't copied as part of the installation (probably due to my use of "make install" over "make upgrade"). I got around this by adding: --datadir $TARBALL/etc/upgrade to the command line of rt-setup-database (substituting the actual location of the tarball extraction for $TARBALL). 2. I got some Perl errors and warnings while performing the database upgrade, but these are probably best left for a new discussion thread. From alex at peters.net Sat Jun 11 21:54:47 2011 From: alex at peters.net (Alex Peters) Date: Sun, 12 Jun 2011 11:54:47 +1000 Subject: [rt-users] 4.0.0: Errors/warnings upgrading database from 3.8.7 Message-ID: <4DF41C67.20404@peters.net> Got a couple Perl warnings and errors while attempting to upgrade a copy of my RT 3.8.7 schema to 4.0.0. Ran rt-setup-database in this manner: $INSTDIR/sbin/rt-setup-database --action upgrade --datadir $TARBALL/etc/upgrade/ Got these errors in order of perceived severity: 1. RTFM-related errors [Sun Jun 12 01:18:40 2011] [error]: You appear to be upgrading from RTFM 2.0 - We don't support upgrading this old of an RTFM yet ($TARBALL/etc/upgrade//3.9.8/ content:12) [Sun Jun 12 01:18:40 2011] [error]: We found RTFM tables in your database. Checking for content. ($TARBALL/etc/ upgrade//3.9.8/content:15) [Sun Jun 12 01:18:40 2011] [warning]: DBD::mysql::db selectall_arrayref failed: Table '$DBNAME.FM_Articles' doesn't exist at $TARBALL/etc/upgrade//3.9.8/content line 17. ($TARBALL/etc/upgrade//3.9.8/content:17) These concern me because I've never even had an RTFM installation to my knowledge. Do these indicate a problem with my converted 4.0.0 schema? 2. Other, no-op-looking errors Use of qw(...) as parentheses is deprecated at $INSTDIR/ sbin/../lib/RT/Articles.pm line 586. Use of qw(...) as parentheses is deprecated at $INSTDIR/ sbin/../lib/RT/Articles.pm line 794. [Sun Jun 12 01:18:06 2011] [warning]: Couldn't set SortOrder: That is already the current value ($TARBALL/ etc/upgrade//3.8.8/content:32) [Sun Jun 12 01:18:16 2011] [warning]: Use of uninitialized value in string eq at $INSTDIR/sbin/../lib/RT/ Template.pm line 627, <> line 1. ($INSTDIR/sbin/../lib/ RT/Template.pm:627) I assume that these are all rather harmless. Running Perl 5.14.0 if that's of any value. Complete rt-setup-database dialogue attached, with paths/ database connection details edited for clarity. -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: rt-setup-database-output.txt URL: From athompso at athompso.net Sun Jun 12 16:04:54 2011 From: athompso at athompso.net (Adam Thompson) Date: Sun, 12 Jun 2011 15:04:54 -0500 Subject: [rt-users] JS minify broken (was: RE: RT4 slowness) Message-ID: <08f801cc293b$fedf7b50$fc9e71f0$@athompso.net> > On Wed, Jun 01, 2011 at 04:19:44PM +0200, L B wrote: > > I checked some pages and I have these 7 seconds on at least: > > - Login page > > - Search/Simple.html > > - Search/Build.html > > - Tools/MyDay.html > > - Admin/Users > This implies you're requishing JS on every page, which points to a > misconfiguration. > > > > Please provide details about your installation such as your apache > > > versions and configuration otherwise it's quite difficult to test. > > > We've tried replicating in house, but haven't seen this in any of > > > our test or production RT4 instances. > > > > Apache 2.2.15, first email of the thread has all the details. > > Your first email had differing paths in your preload and psgi_app lines, > so > I assumed it was a copy and paste error, so was hoping to get a clean > full > copy of your config. > > Other things that would be useful are your sanitized RT_SiteConfig or > the > System Configuration from the Admin UI. > > -kevin Kevin, I'm also experiencing the same problem as reported here. (And yes, I just filed a new, duplicate bug about that, [rt3 #17673].) I can provide direct access (including root access) to the pre-production VM I'm working with, if that would help? Just for kicks, I tried substituting "/bin/cat" for "/usr/local/bin/jsmin", but after turning on a lot of debugging I just get an error: Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x2aef1bb0fe40)', 'failed to jsmin: /bin/cat: standard output: Bad file descriptor^J ') called at /opt/rt4/sbin/../lib/RT/Squish/JS.pm line 99 With the same debug options on, I do _not_ get the same error when invoking jsmin. I _do_ get the UI breakage, however :-). CentOS 5.6, CPAN packages from RPMForge where possible, CPAN otherwise (only as required). Rt-4.0.0 from tarball. Jsmin as downloaded from Crockford's site today (compiled with stock gcc on CentOS 5.6, no options). I added another warning line to JS.pm to tell me if jsmin was being called on each and every request, and it indeed is being called on every single request. Furthermore, if I examine the minified JS using Chrome's developer tools, it's an empty file (http://**.****.***/NoAuth/js/squished-d41d8cd98f00b204e9800998ecf8427e.js = 0 bytes). There is no such cached object on disk under /opt/rt4/var/, which I suspect would be the problem. My Apache (and consequently mod_perl) process does have write permission to /opt/rt4/var/mason_data to .../session_data. Don't know what would be useful to try next... -Adam Thompson athompso at athompso.net From athompso at athompso.net Sun Jun 12 16:12:01 2011 From: athompso at athompso.net (Adam Thompson) Date: Sun, 12 Jun 2011 15:12:01 -0500 Subject: [rt-users] JS minify broken (was: RE: RT4 slowness) In-Reply-To: <08f801cc293b$fedf7b50$fc9e71f0$@athompso.net> References: <08f801cc293b$fedf7b50$fc9e71f0$@athompso.net> Message-ID: <090601cc293c$fd49a3a0$f7dceae0$@athompso.net> One additional note: the problem occurs under mod_perl, but NOT when running rt-server standalone. That makes it an easy fix, for now :-) I'm rather unclear on how to set up anything other than Apache2.2 w/mod_perl and RT4. Isn't that the default configuration now, anyway? -Adam > Kevin, I'm also experiencing the same problem as reported here. (And > yes, I just filed a new, duplicate bug about that, [rt3 #17673].) I can > provide direct access (including root access) to the pre-production VM > I'm working with, if that would help? > Just for kicks, I tried substituting "/bin/cat" for > "/usr/local/bin/jsmin", but > after turning on a lot of debugging I just get an error: > > Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x2aef1bb0fe40)', > 'failed to > jsmin: /bin/cat: standard output: Bad file descriptor^J ') called at > /opt/rt4/sbin/../lib/RT/Squish/JS.pm line 99 > > With the same debug options on, I do _not_ get the same error when > invoking jsmin. I _do_ get the UI breakage, however :-). > > CentOS 5.6, CPAN packages from RPMForge where possible, CPAN > otherwise (only as required). > Rt-4.0.0 from tarball. > Jsmin as downloaded from Crockford's site today (compiled with stock > gcc on CentOS 5.6, no options). > > I added another warning line to JS.pm to tell me if jsmin was being > called > on each and every request, and it indeed is being called on every single > request. > > Furthermore, if I examine the minified JS using Chrome's developer > tools, it's an empty file (http://**.****.***/NoAuth/js/squished- > d41d8cd98f00b204e9800998ecf8427e.js > = 0 bytes). > > There is no such cached object on disk under /opt/rt4/var/, which I > suspect would be the problem. My Apache (and consequently > mod_perl) process does have write permission to > /opt/rt4/var/mason_data to .../session_data. > > Don't know what would be useful to try next... > > -Adam Thompson > athompso at athompso.net > > From kae at midnighthax.com Mon Jun 13 05:48:15 2011 From: kae at midnighthax.com (Keith Edmunds) Date: Mon, 13 Jun 2011 10:48:15 +0100 Subject: [rt-users] Blacklist and Bugzilla In-Reply-To: <20110607154753.GL912@jibsheet.com> References: <20110531123200.7637fa9e@kae.tiger-computing.wbp> <20110607151953.578fac42@kae.tiger-computing.wbp> <20110607154753.GL912@jibsheet.com> Message-ID: <20110613104815.1524f409@kae.tiger-computing.wbp> > You should probably include a full log, rather than cherry picked > parts of it. Fair comment. Here's the full log of a new ticket, up to the time when the 'blacklisted' message appears. I've put blank lines between each line to reduce the confusion from wrapping. The lines starting with an asterisk (*) are debug lines we have inserted, and so can be ignored. -------------------------------------------------------------------------------- [Thu Jun 9 11:33:34 2011] [debug]: Mail from user #22987 (bugzilla-internal@[REDACTED]) (/usr/share/request-tracker3.8/lib/RT/Interface/Email/Auth/MailFrom.pm:75) [Thu Jun 9 11:33:34 2011] [debug]: About to think about scrips for transaction #149661 (/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm:163) [Thu Jun 9 11:33:34 2011] [debug]: About to think about scrips for transaction #149662 (/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm:163) [Thu Jun 9 11:33:34 2011] [debug]: About to think about scrips for transaction #149663 (/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm:163) [Thu Jun 9 11:33:34 2011] [debug]: About to think about scrips for transaction #149664 (/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm:163) [Thu Jun 9 11:33:34 2011] [debug]: About to think about scrips for transaction #149665 (/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm:163) [Thu Jun 9 11:33:34 2011] [debug]: About to prepare scrips for transaction #149665 (/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm:167) [Thu Jun 9 11:33:34 2011] [debug]: Found 9 scrips for TransactionCreate stage with applicable type(s) Create (/usr/share/request-tracker3.8/lib/RT/Scrips_Overlay.pm:370) *[Thu Jun 9 11:33:34 2011] [warning]: In template autoreply (template:4) *[Thu Jun 9 11:33:34 2011] [warning]: Requestor bugzilla-internal@[REDACTED] in template autoreply (template:12) *[Thu Jun 9 11:33:34 2011] [warning]: Bugzilla ticket in template autoreply (template:15) *[Thu Jun 9 11:33:34 2011] [warning]: Bugzilla OUT set to: @bug_id = 1733 @short_desc = pidgin client often crashes [[COMPANY] Ltd #7387] (template:23) [Thu Jun 9 11:33:34 2011] [info]: bugzilla-internal@[REDACTED] was blacklisted for outbound mail on this transaction. Skipping (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:828) -------------------------------------------------------------------------------- The question, in case it's lost in the history, is "why is the address being blacklisted" (or "how can I find out why the address is being blacklisted" or, ultimately, "how can I stop it being blacklisted"). Thanks, Keith -- "You can have everything in life you want if you help enough other people get what they want" - Zig Ziglar. Who did you help today? From falcone at bestpractical.com Mon Jun 13 08:43:13 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 13 Jun 2011 08:43:13 -0400 Subject: [rt-users] RT 3.8: questions on Kerberos, LDAP, and guest account setup In-Reply-To: <86vcwdu2c9.fsf@gray.siamics.net> References: <86hb7zuk5u.fsf@gray.siamics.net> <20110610125125.GA912@jibsheet.com> <86vcwdu2c9.fsf@gray.siamics.net> Message-ID: <20110613124313.GG912@jibsheet.com> On Fri, Jun 10, 2011 at 10:35:02PM +0700, Ivan Shmakov wrote: > >>>>> Kevin Falcone writes: > > If you want the advanced search, you want a Privileged user. > > Is it merely a limitation of the implementation, or something > deeper? I'm afraid I don't understand your question. Unprivileged users have no access to the Query Builder interface, and I'm not sure what level of effort would be required to make it so. > The inconvenience of setting up a Privileged guest account is > that it will be necessary to maintain a separate group, whose > members (which are all the Privileged users except the guest > account) are actually granted ?write access? to the tickets. > With guest account now being Unprivileged, the Privileged group > fulfills this role. > > > Unprivileged users are only going to see tickets that they're the > > Requestor of. > > Apparently, it's not the case: I was able to see all the tickets > belonging to the queues for which Everyone is granted SeeQueue > and ShowTicket permissions. (RT 3.8.8 debian 7.) If you grant them ShowTicket globally, then anyone can see any ticket if they can log into the system. Unprivileged user dashboards only search for tickets where they are watchers. Granting Everyone ShowTicket is almost never the rights configuration you want. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jun 13 08:43:41 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 13 Jun 2011 08:43:41 -0400 Subject: [rt-users] 4.0.0: Upgrade database independently of installed code base? In-Reply-To: <4DF4185A.9020707@peters.net> References: <4DEB6058.5060901@peters.net> <20110606143304.GF912@jibsheet.com> <4DF4185A.9020707@peters.net> Message-ID: <20110613124341.GH912@jibsheet.com> On Sun, Jun 12, 2011 at 11:37:30AM +1000, Alex Peters wrote: > 1. The rt-setup-database script relies on the existence of an > etc/upgrade directory, which in my case wasn't copied as > part of the installation (probably due to my use of "make > install" over "make upgrade"). I got around this by > adding: > > --datadir $TARBALL/etc/upgrade > > to the command line of rt-setup-database (substituting the > actual location of the tarball extraction for $TARBALL). It actually just expects to run from $TARBALL since it is the step you run after running make upgrade -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jun 13 08:45:00 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 13 Jun 2011 08:45:00 -0400 Subject: [rt-users] 4.0.0: Errors/warnings upgrading database from 3.8.7 In-Reply-To: <4DF41C67.20404@peters.net> References: <4DF41C67.20404@peters.net> Message-ID: <20110613124500.GI912@jibsheet.com> On Sun, Jun 12, 2011 at 11:54:47AM +1000, Alex Peters wrote: > Got a couple Perl warnings and errors while attempting to > upgrade a copy of my RT 3.8.7 schema to 4.0.0. > > Ran rt-setup-database in this manner: > > $INSTDIR/sbin/rt-setup-database --action upgrade --datadir > $TARBALL/etc/upgrade/ > > Got these errors in order of perceived severity: All of the important warnings/errors here have patches on 4.0.1-releng It would be great if you retested when 4.0.1rc2 is released. -kevin > 1. RTFM-related errors > > [Sun Jun 12 01:18:40 2011] [error]: You appear to be > upgrading from RTFM 2.0 - We don't support upgrading > this old of an RTFM yet ($TARBALL/etc/upgrade//3.9.8/ > content:12) > [Sun Jun 12 01:18:40 2011] [error]: We found RTFM tables in > your database. Checking for content. ($TARBALL/etc/ > upgrade//3.9.8/content:15) > [Sun Jun 12 01:18:40 2011] [warning]: DBD::mysql::db > selectall_arrayref failed: Table '$DBNAME.FM_Articles' > doesn't exist at $TARBALL/etc/upgrade//3.9.8/content > line 17. ($TARBALL/etc/upgrade//3.9.8/content:17) > > These concern me because I've never even had an RTFM > installation to my knowledge. Do these indicate a problem > with my converted 4.0.0 schema? > > 2. Other, no-op-looking errors > > Use of qw(...) as parentheses is deprecated at $INSTDIR/ > sbin/../lib/RT/Articles.pm line 586. > Use of qw(...) as parentheses is deprecated at $INSTDIR/ > sbin/../lib/RT/Articles.pm line 794. > [Sun Jun 12 01:18:06 2011] [warning]: Couldn't set > SortOrder: That is already the current value ($TARBALL/ > etc/upgrade//3.8.8/content:32) > [Sun Jun 12 01:18:16 2011] [warning]: Use of uninitialized > value in string eq at $INSTDIR/sbin/../lib/RT/ > Template.pm line 627, <> line 1. ($INSTDIR/sbin/../lib/ > RT/Template.pm:627) > > I assume that these are all rather harmless. Running Perl > 5.14.0 if that's of any value. > > Complete rt-setup-database dialogue attached, with paths/ > database connection details edited for clarity. > $ $INSTDIR/sbin/rt-setup-database --action upgrade --datadir $TARBALL/etc/upgrade/ > Use of qw(...) as parentheses is deprecated at $INSTDIR/sbin/../lib/RT/Articles.pm line 586. > Use of qw(...) as parentheses is deprecated at $INSTDIR/sbin/../lib/RT/Articles.pm line 794. > In order to create or update your RT database, this script needs to connect to your mysql instance on $DBHOST as $DBUSER > Please specify that user's database password below. If the user has no database > password, just press return. > > Password: > Working with: > Type: mysql > Host: $DBHOST > Name: $DBNAME > User: $DBUSER > DBA: $DBUSER > Enter RT version you're upgrading from: 3.8.7 > > Going to apply following upgrades: > * 3.8.8 > * 3.8.9 > * 3.9.1 > * 3.9.2 > * 3.9.3 > * 3.9.5 > * 3.9.6 > * 3.9.7 > * 3.9.8 > * 4.0.0rc2 > * 4.0.0rc4 > * 4.0.0rc7 > > Enter RT version if you want to stop upgrade at some point, > or leave it blank if you want apply above upgrades: > > IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP > > Proceed [y/N]:y > Processing 3.8.8 > Now inserting data. > [Sun Jun 12 01:18:06 2011] [warning]: Couldn't set SortOrder: That is already the current value ($TARBALL/etc/upgrade//3.8.8/content:32) > [Sun Jun 12 01:18:06 2011] [warning]: Couldn't set SortOrder: That is already the current value ($TARBALL/etc/upgrade//3.8.8/content:32) > [Sun Jun 12 01:18:06 2011] [warning]: Couldn't set SortOrder: That is already the current value ($TARBALL/etc/upgrade//3.8.8/content:32) > [Sun Jun 12 01:18:06 2011] [warning]: Couldn't set SortOrder: That is already the current value ($TARBALL/etc/upgrade//3.8.8/content:32) > Processing 3.8.9 > Now inserting data. > [Sun Jun 12 01:18:16 2011] [warning]: Use of uninitialized value in string eq at $INSTDIR/sbin/../lib/RT/Template.pm line 627, <> line 1. ($INSTDIR/sbin/../lib/RT/Template.pm:627) > [Sun Jun 12 01:18:16 2011] [warning]: Use of uninitialized value in string eq at $INSTDIR/sbin/../lib/RT/Template.pm line 627, <> line 1. ($INSTDIR/sbin/../lib/RT/Template.pm:627) > [Sun Jun 12 01:18:16 2011] [warning]: Use of uninitialized value in string eq at $INSTDIR/sbin/../lib/RT/Template.pm line 627, <> line 1. ($INSTDIR/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. > [Sun Jun 12 01:18:40 2011] [error]: You appear to be upgrading from RTFM 2.0 - We don't support upgrading this old of an RTFM yet ($TARBALL/etc/upgrade//3.9.8/content:12) > [Sun Jun 12 01:18:40 2011] [error]: We found RTFM tables in your database. Checking for content. ($TARBALL/etc/upgrade//3.9.8/content:15) > [Sun Jun 12 01:18:40 2011] [warning]: DBD::mysql::db selectall_arrayref failed: Table '$DBNAME.FM_Articles' doesn't exist at $TARBALL/etc/upgrade//3.9.8/content line 17. ($TARBALL/etc/upgrade//3.9.8/content:17) > Processing 4.0.0rc2 > Now populating database schema. > Processing 4.0.0rc4 > Now populating database schema. > Processing 4.0.0rc7 > Now inserting data. > Done. > > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jun 13 08:47:32 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 13 Jun 2011 08:47:32 -0400 Subject: [rt-users] JS minify broken (was: RE: RT4 slowness) In-Reply-To: <08f801cc293b$fedf7b50$fc9e71f0$@athompso.net> References: <08f801cc293b$fedf7b50$fc9e71f0$@athompso.net> Message-ID: <20110613124732.GJ912@jibsheet.com> On Sun, Jun 12, 2011 at 03:04:54PM -0500, Adam Thompson wrote: > Kevin, I'm also experiencing the same problem as reported here. (And yes, > I just filed a new, duplicate bug about that, [rt3 #17673].) > I can provide direct access (including root access) to the pre-production > VM I'm working with, if that would help? > Just for kicks, I tried substituting "/bin/cat" for > "/usr/local/bin/jsmin", but after turning on a lot of debugging I just get > an error: > > Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x2aef1bb0fe40)', 'failed to > jsmin: /bin/cat: standard output: Bad file descriptor^J ') called at > /opt/rt4/sbin/../lib/RT/Squish/JS.pm line 99 > > With the same debug options on, I do _not_ get the same error when > invoking jsmin. I _do_ get the UI breakage, however :-). > > CentOS 5.6, CPAN packages from RPMForge where possible, CPAN otherwise > (only as required). > Rt-4.0.0 from tarball. > Jsmin as downloaded from Crockford's site today (compiled with stock gcc > on CentOS 5.6, no options). > > I added another warning line to JS.pm to tell me if jsmin was being called > on each and every request, and it indeed is being called on every single > request. > > Furthermore, if I examine the minified JS using Chrome's developer tools, > it's an empty file > (http://**.****.***/NoAuth/js/squished-d41d8cd98f00b204e9800998ecf8427e.js > = 0 bytes). There are patches for this on 4.0.1-releng, please retest when 4.0.1rc2 is released. > There is no such cached object on disk under /opt/rt4/var/, which I > suspect would be the problem. My Apache (and consequently mod_perl) > process does have write permission to /opt/rt4/var/mason_data to > .../session_data. The JS is cached in memory, not as a mason object file. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jun 13 08:48:06 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 13 Jun 2011 08:48:06 -0400 Subject: [rt-users] JS minify broken (was: RE: RT4 slowness) In-Reply-To: <090601cc293c$fd49a3a0$f7dceae0$@athompso.net> References: <08f801cc293b$fedf7b50$fc9e71f0$@athompso.net> <090601cc293c$fd49a3a0$f7dceae0$@athompso.net> Message-ID: <20110613124806.GK912@jibsheet.com> On Sun, Jun 12, 2011 at 03:12:01PM -0500, Adam Thompson wrote: > I'm rather unclear on how to set up anything other than Apache2.2 > w/mod_perl and RT4. Isn't that the default configuration now, anyway? There are multiple configuration options documented in docs/web_deployment.pod -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From qxin at cio.sc.gov Mon Jun 13 11:38:16 2011 From: qxin at cio.sc.gov (Xin, Qiao) Date: Mon, 13 Jun 2011 11:38:16 -0400 Subject: [rt-users] Attachment problem with Incident queue Message-ID: <340D1495-969F-4834-ADDF-E357167BB3F0@isac.sc.gov.> Hi, I tried to add attachments to ticket in Incident queue. However, the attachment is not saved as real attachment in the database. Below is what is stored in the Attachments table: id :1109 TransactionId: 4762 Parent: 1107 MessageId: Null Subject: anaconda-ks.cfg Filename: NULL ContentType: text/plain ContentEncoding: NULL Headers: MIME-Version: 1.0 X-Mailer: MIME-tools 5.502 (Entity 5.502) Subject: anaconda-ks.cfg Content-Type: text/plain Content-Length: 0 Content: NULL The incorrect info is the Filename is null and Content-length is 0. Also the ContentType is different. This is the same attachment file from a ticket on Incident Report queue which has correct information. id: 1106 TransactionId: 4756 Parent: 1104 MessageId: Subject: anaconda-ks.cfg Filename: anaconda-ks.cfg ContentType: application/octet-stream | ContentEncoding: none HeadersL Subject: anaconda-ks.cfg MIME-Version: 1.0 Content-Type: application/octet-stream; name="anaconda-ks.cfg" X-Mailer: MIME-tools 5.502 (Entity 5.502) Content-Disposition: inline; filename="anaconda-ks.cfg" Content-Transfer-Encoding: base64 Content-Length: 1205 Content: (file details) Enviroment: RT: 3.8.10 upgraded from 3.8.9 after upgrading, installed RTFM 2.4.3 and RTIR 2.6.0 on CENTOS 5.6. Thanks, Qiao From kfcrocker at lbl.gov Mon Jun 13 13:04:31 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 13 Jun 2011 10:04:31 -0700 Subject: [rt-users] limit ticket list display on requestor login In-Reply-To: <4DF5DDF8.4080004@sgul.ac.uk> References: <4DF1E740.2040902@sgul.ac.uk> <892593C9CA8E25458C440A63DDC6774D1E510CA6@DG-HEXMBX02.daisy.group> <4DF21203.4080008@sgul.ac.uk> <4DF5DDF8.4080004@sgul.ac.uk> Message-ID: Giuseppe, Well, that's a descent sized list. Let's start with an understanding of privileges; System-Wide, Roles, and User-defined groups. 1) ANY privilege you give to "System-Wide Everyone" doesn't need to be granted again to ANYONE, ANYWHERE. Every user of the system *already has that privilege*. 2) ANY privilege you give to "System-Wide Privileged" doesn't need to be granted again to ANY OTHER ROLE or User-Defined GROUP, ANYWHERE. Every "Privileged" user of the system *already has that privilege*. 3) ROLES can include "Unprivileged" as in Requestor or Cc's & AdminCc's AT THE TICKET LEVEL! I believe A Queue Watcher must be a Privileged User (anyone out there can correct me if I'm wrong on this. I've always assumed it to be so). I believe the Owner Role must also be privileged as it usually involves privileges that should ONLY be granted to a "Privileged" User. I look at ROLES as being a "Psuedo-type" group, in that it deals with a collection of users, but is more generis that a user-defined group. ALL Privileges work hierarchily (is that a word?). What I mean to say is that if a privilege is granted GLOBALLY, then that right does *NOT* need to be granted again (for whatever group; System-wide or Role or User-defined group) at any Queue level. EVER! The reason I mention this is because I see so many people out there that have difficult debugging their "Privilege" issues and I beleieve that is because they have compounded their "rights" situation with so much redundancy. If you grant a bunch of privileges all over the place, then you automatically have more places to look and control in order to "SEE" what's being allowed. The best analogy I can come up with for that is "Pitching" in baseball. When a pitcher needs to find out what's wrong with his pitch, he should *change only 1 thing*. If he makes more than one adjust to his pitch and the ball goes where he wants it too, he won't know which adjustment made it work. He's complicated his "debugging" by including "too many variables". That's why I advocate keeping the administration of rights to a simple level. In other words, "Less is better". Now, Let's try to understand just what some of these rights do. It hard to know what to let someone have as a right if you don't understand the depth and relationships of these rights. That's why I sent you that guide. "CreateTicket" - This right has NOTHING to do with seeing it, modifying it, etc. It just means that RT will let someone "CREATE" it. That's it. However, because you might want to know who created it as well as who wants the work done, RT keeps track of the "creator" AND the "Requestor". They are not always the same. I could easily grant "CreateTicket" to everyone and if I didn't grant "ShowTicket" to anyone, no one would see it except the user with "SuperUser" rights. "SeeQueue" - This means you can see a Queue (all if granted Globally) in the "Drop-down" list of Queues when wanting to create/look at a ticket. If I grant "SeeQueue" and do not grant "CreateTicket" you will see there are xx numbers of ticket in a Queue but not be able to create a ticket there. "ShowTicket" - Unless I grant this along with the two above, you may be able to see a Queue, a list of tickets in that Queue, but not see the details of a particular ticket. "ShowTicketComments" is additional. If you *cannot* "See" a ticket, then you shouldn't be able to see the comments in a ticket. However, If I grant you "ShowTicket" but NOT "ShowTicketComments", then you will see some information, just not the comments. Does that make any sense? BP wanted to allow us to "compartmentalize" some ticket data from general ticket info. In your situation, you want the Requestors to just see "their own" tickets. Because a "Requestor" can be a "privileged" (I call these people "inside the system" users) or "unprivileged" (I call these people "outside the system" users. Someone who NEVER signs into RT, may not even be an employee, etc.) BP created this role just for that reason. Therefore, you can grant rights to this role without having to worry about whether the user is privileged or not. It's a "psuedo" group of users. NOT a "System-wide" user. That's why BP created roles as an entity that can have privileges without the requirement of being "privileged" and in a group (this is the group of users that are an "exception" to the general rule of *only "privileged" users can be in a group and have rights granted to them*). Sooooo, grant the right "ShowTicket" to the "Requestor" role "Globally". Now, if you want this type of right for Requestors ONLY (no one else needs that right) for just a Queue, then we DO NOT grant that right Globally, but break it down to "who needs what & where". If someone *other* than the Requestor needs to see these tickets, let's get them defined. Is this group so general that they are ALL "Privileged" users? Can they be defined as needing this right Globally? Just 1 or a few Queues out of many Queues? Here's where my rule of not giving away these rights redundantly can come in handy. Take a look at the examples I put in the guide I sent you (they are at the back) and see if they make any sense to you. My installation is for software support, so I keep some rights more exclusive to the Queue (each application has a Queue) level. Then send me a list of what you think you should do for your situation and I'll respond. Kenn LBNL On Mon, Jun 13, 2011 at 2:52 AM, Giuseppe Sollazzo wrote: > Hi Kenneth, > sorry if I reply back again - I've had a look at the document and I'm a bit > puzzled by the behaviour of "RT at a glance". > > As I wrote before, what I'm trying to achieve is that a generic user (we > import users via ldap) that logs in into the system can only see tickets for > which they are requestors. > > I would like these users to be in a group and, as you say, to do so they > need to be Privileged. > > My setting is very simple. We allow System-Everyone, System-Privileged and > System-Unprivileged "CreateTicket" rights (I know this can be reduced to > System-Everyone only, but let's keep things like this for a moment) on the > queue "Support". > In the global settings we allow System-Everyone, System-Privileged, > System-Unprivileged and Roles-Requestor the "ShowTicket". > > I also have three groups: Sysadmin, PC Support, and Generic Users. Generic > Users have no privileges defined on the queue Support. The user I have is > called "auser". > > Now, what happens is what follows: > - auser unprivileged, not member of any group -> upon logging in, they see > only "My open tickets" > - auser privileged, member of "Generic Users" -> upon logging in, they see > the standard RT at a glance > - auser privileged, not member of any group -> upon logging in, they see > the standard RT at a glance > > But of course all of this could be fixed by changing the RT at a glance > (although I'm still looking for a way to customize it). > > What worries me more is that as per configuration "auser" can't SeeQueue, > and correctly the select menu near "New ticket in" is empty. However, if > "Unowned tickets" is in their RT At a Glance (i.e. they are privileged) they > will see and be able to read the ticket content even if "ShowTicket" is not > granted. > > Any idea? If I've missed something from your guide, please point it out > > Many thanks, > > Giuseppe > > On 10/06/11 17:16, Kenneth Crocker wrote: > >> Giuseppe, >> >> I'm attaching a document I created that helps a user understand how >> privileges works, at least the way we use them. A User cannot be in a >> group >> unless they are Privileged. WE do NOT grant ANY rights to individual >> Users, >> only groups. >> >> Hope the document helps. >> >> Kenn >> LBNL >> >> On Fri, Jun 10, 2011 at 5:45 AM, Giuseppe Sollazzo> >wrote: >> >> Uhm... >>> it seems not to behave like I would like to. >>> >>> Basically I have a privileged user U that is part of group "G". >>> On queue Q group G has right to show/modify/reply, whereas the system >>> privileged group does not have any right on the queue. >>> Also, on queue Q role "Requestor" has right to show/modify/reply, whereas >>> the system privileged group does not have any right on the queue. >>> >>> Still, U can see all tickets in queue Q, even those he's not a requestor >>> for. >>> >>> So I'm still looking for a way to hide tickets for which a user in the >>> group G is not a requestor for from the dashboard, if that's at all >>> possible >>> :) >>> >>> G >>> >>> >>> >>> >>> On 10/06/11 12:06, Raed El-Hames wrote: >>> >>> Giuseppe, >>>> >>>> I will not give the Everyone group rights other than Create Ticket and >>>> ReplyToTicket (and this is only to get the email side of things working >>>> properly).I also would not give any rights to the Unprivileged group. >>>> >>>> For your purposes I would suggest you give the Requestor Role rights to >>>> ShowTicket/ModifyTicket/ReplyToTicket, and if your requestors are >>>> Unprivileged then their login will redirect them to the SelfService >>>> portal >>>> which is restricted. >>>> >>>> Hop >>>> >>> > e that helps; >>>> Regards; >>>> Roy >>>> >>>> -----Original Message----- >>>> >>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >>>>> bounces at lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo >>>>> Sent: 10 June 2011 10:43 >>>>> To: rt-users at lists.bestpractical.com >>>>> Subject: [rt-users] limit ticket list display on requestor login >>>>> >>>>> Hi, >>>>> I guess I'm not getting this right. >>>>> >>>>> I'd like that a user, upon login, were able to only see the tickets for >>>>> which they are a requestor (in a given queue). >>>>> >>>>> Let's say I have a group G and a queue Q. If rights for G on Q are >>>>> "Create tickets" and "View queue" obviously they see all tickets in the >>>>> queue, whereas "Create tickets" alone does not allow them to see any >>>>> ticket. >>>>> >>>>> To keep things tidy, I've also given the same rights to Everyone, >>>>> Privileged, Unprivileged. >>>>> >>>>> Is what I want to do feasible with just permissions management? >>>>> >>>>> 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 >>>>> >>>>> >>>>> -- >>> ____________________________________ >>> >>> 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 >>> >>> >>> >>> > > -- > ____________________________________ > > Giuseppe Sollazzo > Senior Systems Analyst > Computing Services > Information Services > St. George's, University Of London > Cranmer Terrace > London SW17 0RE > > Email: gsollazz at sgul.ac.uk > Direct Dial: +44 20 8725 5160 > Fax: +44 20 8725 3583 > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From yan at seiner.com Mon Jun 13 13:45:03 2011 From: yan at seiner.com (Yan Seiner) Date: Mon, 13 Jun 2011 10:45:03 -0700 (PDT) Subject: [rt-users] Setting a "primary queue" for users and changing queue on take Message-ID: <9c0e739130037a228b9bfebca8fc7c98.squirrel@mail.seiner.com> I have new tickets arrive in the General queue. I don't allow users to own tickets in the general queue. (They just keep them there, making it harder to keep things tidy.) Right now users have to edit the general ticket to change the queue to their own, and then take the ticket once it's in the right queue. I'd like to automate this: Each user has a primary queue. On take, a ticket in the general queue is changed to the user's primary queue. Any scrips out there to do this? Or is there a better way to implement this? One important caveat: users have to be able to create tickets in the general queue, just not own them. -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From falcone at bestpractical.com Mon Jun 13 14:04:28 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 13 Jun 2011 14:04:28 -0400 Subject: [rt-users] Setting a "primary queue" for users and changing queue on take In-Reply-To: <9c0e739130037a228b9bfebca8fc7c98.squirrel@mail.seiner.com> References: <9c0e739130037a228b9bfebca8fc7c98.squirrel@mail.seiner.com> Message-ID: <20110613180428.GL912@jibsheet.com> On Mon, Jun 13, 2011 at 10:45:03AM -0700, Yan Seiner wrote: > I have new tickets arrive in the General queue. I don't allow users to > own tickets in the general queue. (They just keep them there, making it > harder to keep things tidy.) > > Right now users have to edit the general ticket to change the queue to > their own, and then take the ticket once it's in the right queue. Do you have personal queues? Meaning "Kevin Falcone's Queue" ? If so, just search by Owner in General instead, having personal Queues is almost never needed. If you just want to change to a Team Queue when Take happens, you'll need to write a Scrip -kevin > I'd like to automate this: > > Each user has a primary queue. On take, a ticket in the general queue is > changed to the user's primary queue. > > Any scrips out there to do this? Or is there a better way to implement this? > > One important caveat: users have to be able to create tickets in the > general queue, just not own them. > > > -- > My daughter is racing a triathlon to raise money for her swim club. Want > to help? > > http://akari.seiner.com > > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From rtinfo at mars.bwc.state.oh.us Mon Jun 13 14:20:01 2011 From: rtinfo at mars.bwc.state.oh.us (Lee Roth) Date: Mon, 13 Jun 2011 14:20:01 -0400 Subject: [rt-users] Simple searches hardly return any tickets; suspect pgsql encoding issue Message-ID: <201106131820.p5DIK1nW035162@pd-jupiterb.bwc.state.oh.us> KF> RT's simple search only searches tickets in an ActiveStatus KF> KF> You can include the word resolved in your search to search for KF> resolved tickets explicitly. KF> KF> I believe that there are directions on the wiki for hacking RT to KF> search all statuses. KF> KF> -kevin KF> BINGO! Now I have lots of search results by adding "resolved" in the search window!! Maybe somewhere along the way the search (by default) became limited to ActiveStatus tickets and I didn't realized it, I dunno. Many thanks! Lee Roth -------------- next part -------------- An HTML attachment was scrubbed... URL: From zbigniew at starpower.net Mon Jun 13 14:10:56 2011 From: zbigniew at starpower.net (zbigniew at starpower.net) Date: Mon, 13 Jun 2011 14:10:56 -0400 (EDT) Subject: [rt-users] RT v4.0 and ActiveStatus/InactiveStatus Message-ID: <201106131810.020196@ms11.lnh.mail.rcn.net> Recently upgraded to 4.0 and getting these errors: [Mon Jun 13 17:58:55 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/opt/rt3/lib/RT/Queue_Overlay.pm:202) [Mon Jun 13 17:58:55 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/opt/rt3/lib/RT/Queue_Overlay.pm:222) [Mon Jun 13 17:58:55 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/opt/rt3/lib/RT/Queue_Overlay.pm:222) [Mon Jun 13 17:58:55 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/opt/rt3/lib/RT/Queue_Overlay.pm:202) [Mon Jun 13 17:58:55 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/opt/rt3/lib/RT/Queue_Overlay.pm:222) [Mon Jun 13 17:58:55 2011] [warning]: Deep recursion on subroutine "RT::Queue::SubjectTag" at /opt/rt3/lib/RT/System.pm line 232. (/opt/rt3/lib/RT/System.pm:232) Figure something to do with an old setting (commented out now): #Set(@ActiveStatus, qw(new open research stalled)); and the new Lifecycle. Is this the correct way to add "research" to the status pulldown? #Lifecyles default => { initial => ['new'], active => ['open','research','stalled'], inactive => ['resolved', 'rejected', 'deleted'], }, It's not showing up, I'm still seeing those errors, and it seems to me that config is missing something. Would be wonderful to have a Wiki doc on the Lifecycles. The RT_Config.pm isn't very detailed. From falcone at bestpractical.com Mon Jun 13 14:23:13 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 13 Jun 2011 14:23:13 -0400 Subject: [rt-users] Simple searches hardly return any tickets; suspect pgsql encoding issue In-Reply-To: <201106131820.p5DIK1nW035162@pd-jupiterb.bwc.state.oh.us> References: <201106131820.p5DIK1nW035162@pd-jupiterb.bwc.state.oh.us> Message-ID: <20110613182313.GM912@jibsheet.com> On Mon, Jun 13, 2011 at 02:20:01PM -0400, Lee Roth wrote: > Maybe somewhere along the way the search (by default) became limited to ActiveStatus tickets > and I didn't realized it, I dunno. Yes, in 3.8 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From yan at seiner.com Mon Jun 13 14:25:10 2011 From: yan at seiner.com (Yan Seiner) Date: Mon, 13 Jun 2011 11:25:10 -0700 (PDT) Subject: [rt-users] Setting a "primary queue" for users and changing queue on take In-Reply-To: <20110613180428.GL912@jibsheet.com> References: <9c0e739130037a228b9bfebca8fc7c98.squirrel@mail.seiner.com> <20110613180428.GL912@jibsheet.com> Message-ID: On Mon, June 13, 2011 11:04 am, Kevin Falcone wrote: > On Mon, Jun 13, 2011 at 10:45:03AM -0700, Yan Seiner wrote: >> I have new tickets arrive in the General queue. I don't allow users to >> own tickets in the general queue. (They just keep them there, making it >> harder to keep things tidy.) >> >> Right now users have to edit the general ticket to change the queue to >> their own, and then take the ticket once it's in the right queue. > > Do you have personal queues? Meaning "Kevin Falcone's Queue" ? > If so, just search by Owner in General instead, having personal Queues > is almost never needed. > > If you just want to change to a Team Queue when Take happens, you'll > need to write a Scrip We have team queues, where each team is responsible for the tickets on a particular topic. An individual can be on one or more teams, but has a primary team membership. I found an AutoChangeQueue scrip but I need to modify it to use custom fields to get the taker's primary queue. Thanks. From falcone at bestpractical.com Mon Jun 13 14:27:31 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 13 Jun 2011 14:27:31 -0400 Subject: [rt-users] RT v4.0 and ActiveStatus/InactiveStatus In-Reply-To: <201106131810.020196@ms11.lnh.mail.rcn.net> References: <201106131810.020196@ms11.lnh.mail.rcn.net> Message-ID: <20110613182731.GN912@jibsheet.com> On Mon, Jun 13, 2011 at 02:10:56PM -0400, zbigniew at starpower.net wrote: > Recently upgraded to 4.0 and getting these errors: > > [Mon Jun 13 17:58:55 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/opt/rt3/lib/RT/Queue_Overlay.pm:202) > [Mon Jun 13 17:58:55 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/opt/rt3/lib/RT/Queue_Overlay.pm:222) > [Mon Jun 13 17:58:55 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/opt/rt3/lib/RT/Queue_Overlay.pm:222) > [Mon Jun 13 17:58:55 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/opt/rt3/lib/RT/Queue_Overlay.pm:202) > [Mon Jun 13 17:58:55 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/opt/rt3/lib/RT/Queue_Overlay.pm:222) > [Mon Jun 13 17:58:55 2011] [warning]: Deep recursion on subroutine "RT::Queue::SubjectTag" at /opt/rt3/lib/RT/System.pm line 232. (/opt/rt3/lib/RT/System.pm:232) is /opt/rt3 your upgraded RT? You appear to have left a lot of code around from 3.x You skipped the part of docs/UPGRADING-4.0 which tells you that you cannot just make upgrade into /opt/rt3 without lots of failures. > Is this the correct way to add "research" to the status pulldown? We'd need to see the full piece of code, and you also need to add transition rules > #Lifecyles > > default => { > initial => ['new'], > active => ['open','research','stalled'], > inactive => ['resolved', 'rejected', 'deleted'], > }, > > It's not showing up, I'm still seeing those errors, and it seems to me that config is missing something. > > Would be wonderful to have a Wiki doc on the Lifecycles. The RT_Config.pm isn't very detailed. I find the RT_Config.pm Lifecycle documentation to be quite complete. We updated it slightly to talk about rights in 4.0.1 Specific examples of things that can be updated would be useful. I'd much prefer that enhanced Lifecycle documentation ship with RT, as it is more likely to stay up to date. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From zbigniew at starpower.net Mon Jun 13 14:29:24 2011 From: zbigniew at starpower.net (zbigniew at starpower.net) Date: Mon, 13 Jun 2011 14:29:24 -0400 (EDT) Subject: [rt-users] RT v4.0 and ActiveStatus/InactiveStatus In-Reply-To: <20110613182731.GN912@jibsheet.com> References: <201106131810.020196@ms11.lnh.mail.rcn.net> <20110613182731.GN912@jibsheet.com> Message-ID: <201106131829.020207@ms11.lnh.mail.rcn.net> Good catch, didn't notice that! Let me go check. From zbigniew at starpower.net Mon Jun 13 14:42:42 2011 From: zbigniew at starpower.net (zbigniew at starpower.net) Date: Mon, 13 Jun 2011 14:42:42 -0400 (EDT) Subject: [rt-users] RT v4.0 and ActiveStatus/InactiveStatus In-Reply-To: <201106131829.020207@ms11.lnh.mail.rcn.net> References: <201106131810.020196@ms11.lnh.mail.rcn.net> <20110613182731.GN912@jibsheet.com> <201106131829.020207@ms11.lnh.mail.rcn.net> Message-ID: <201106131842.020214@ms11.lnh.mail.rcn.net> Thanks Kevin! That got rid of my warnings in the log. Don't know how it was finding the old installation, but I moved the folder and all seems well. Can someone provide an example of their lifecycle configuration in RT_SiteConfig.pm? Still not seeing my "research" status option in the pull downs. From falcone at bestpractical.com Mon Jun 13 14:50:33 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 13 Jun 2011 14:50:33 -0400 Subject: [rt-users] RT v4.0 and ActiveStatus/InactiveStatus In-Reply-To: <201106131842.020214@ms11.lnh.mail.rcn.net> References: <201106131810.020196@ms11.lnh.mail.rcn.net> <20110613182731.GN912@jibsheet.com> <201106131829.020207@ms11.lnh.mail.rcn.net> <201106131842.020214@ms11.lnh.mail.rcn.net> Message-ID: <20110613185033.GO912@jibsheet.com> On Mon, Jun 13, 2011 at 02:42:42PM -0400, zbigniew at starpower.net wrote: > That got rid of my warnings in the log. Don't know how it was finding the old installation, but I moved the folder and all seems well. > Can someone provide an example of their lifecycle configuration in RT_SiteConfig.pm? > Still not seeing my "research" status option in the pull downs. Please provide what you're doing in RT_SiteConfig.pm, the whole Lifecycles stanza. Did you have an /opt/rt4 and /opt/rt3? The fact that rt3 was being loaded into memory by your webserver is scary and points to a misconfiguration and quite possibly a different RT_SiteConfig.pm being loaded. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From zbigniew at starpower.net Mon Jun 13 14:59:07 2011 From: zbigniew at starpower.net (zbigniew at starpower.net) Date: Mon, 13 Jun 2011 14:59:07 -0400 (EDT) Subject: [rt-users] RT v4.0 and ActiveStatus/InactiveStatus In-Reply-To: <20110613185033.GO912@jibsheet.com> References: <201106131810.020196@ms11.lnh.mail.rcn.net> <20110613182731.GN912@jibsheet.com> <201106131829.020207@ms11.lnh.mail.rcn.net> <201106131842.020214@ms11.lnh.mail.rcn.net> <20110613185033.GO912@jibsheet.com> Message-ID: <201106131859.020224@ms11.lnh.mail.rcn.net> This is it: #Lifecyles default => { initial => ['new'], active => ['open','research','stalled'], inactive => ['resolved', 'rejected', 'deleted'], }, Like I said, it doesn't look right and the RT_Config.pm examples seem to be missing something. I had an /opt/rt3 and an /opt/rt4 and everything pointing to /opt/rt which is a soft link to /opt/rt4. I moved /opt/rt3 to /opt/old.rt3. I grep'd the RT_SiteConfig.pm and no rt3 returned. From falcone at bestpractical.com Mon Jun 13 15:05:32 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 13 Jun 2011 15:05:32 -0400 Subject: [rt-users] RT v4.0 and ActiveStatus/InactiveStatus In-Reply-To: <201106131859.020224@ms11.lnh.mail.rcn.net> References: <201106131810.020196@ms11.lnh.mail.rcn.net> <20110613182731.GN912@jibsheet.com> <201106131829.020207@ms11.lnh.mail.rcn.net> <201106131842.020214@ms11.lnh.mail.rcn.net> <20110613185033.GO912@jibsheet.com> <201106131859.020224@ms11.lnh.mail.rcn.net> Message-ID: <20110613190532.GP912@jibsheet.com> On Mon, Jun 13, 2011 at 02:59:07PM -0400, zbigniew at starpower.net wrote: > This is it: > > #Lifecyles > > default => { > initial => ['new'], > active => ['open','research','stalled'], > inactive => ['resolved', 'rejected', 'deleted'], > }, > > > Like I said, it doesn't look right and the RT_Config.pm examples seem to be missing something. You need to copy the entire Set(%Lifecycles ..... ); from RT_Config.pm to RT_SiteConfig.pm and modify it. You can't copy snippets into RT_SiteConfig.pm. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From zbigniew at starpower.net Mon Jun 13 15:11:13 2011 From: zbigniew at starpower.net (zbigniew at starpower.net) Date: Mon, 13 Jun 2011 15:11:13 -0400 (EDT) Subject: [rt-users] RT v4.0 and ActiveStatus/InactiveStatus In-Reply-To: <20110613190532.GP912@jibsheet.com> References: <201106131810.020196@ms11.lnh.mail.rcn.net> <20110613182731.GN912@jibsheet.com> <201106131829.020207@ms11.lnh.mail.rcn.net> <201106131842.020214@ms11.lnh.mail.rcn.net> <20110613185033.GO912@jibsheet.com> <201106131859.020224@ms11.lnh.mail.rcn.net> <20110613190532.GP912@jibsheet.com> Message-ID: <201106131911.020231@ms11.lnh.mail.rcn.net> I'd agree. I must be missing something. Here is from RT_Config.pm: (Doesn't seem to provide a full example.) Lifecycle definitions Each lifecycle is a list of possible statuses split into three logic sets: initial, active and inactive. Each status in a lifecycle must be unique. (Statuses may not be repeated across sets.) Each set may have any number of statuses. For example: default => { initial => ['new'], active => ['open', 'stalled'], inactive => ['resolved', 'rejected', 'deleted'], ... }, Status names can be from 1 to 64 ASCII characters. Statuses are localized using RT's standard internationalization and localization system. initial You can define multiple initial statuses for tickets in a given lifecycle. RT will automatically set its Started date when you change a ticket's status from an initial state to an active or inactive status. active Active tickets are "currently in play" - they're things that are being worked on and not yet complete. inactive Inactive tickets are typically in their "final resting state". While you're free to implement a workflow that ignores that description, typically once a ticket enters an inactive state, it will never again enter an active state. RT will automatically set the Resolved date when a ticket's status is changed from an Initial or Active status to an Inactive status. deleted is still a special status and protected by the DeleteTicket right, unless you re-defined rights (read below). If you don't want to allow ticket deletion at any time simply don't include it in your lifecycle. Statuses in each set are ordered and listed in the UI in the defined order. Changes between statuses are constrained by transition rules, as described below. From zbigniew at starpower.net Mon Jun 13 15:14:14 2011 From: zbigniew at starpower.net (zbigniew at starpower.net) Date: Mon, 13 Jun 2011 15:14:14 -0400 (EDT) Subject: [rt-users] RT v4.0 and ActiveStatus/InactiveStatus In-Reply-To: <20110613190532.GP912@jibsheet.com> References: <201106131810.020196@ms11.lnh.mail.rcn.net> <20110613182731.GN912@jibsheet.com> <201106131829.020207@ms11.lnh.mail.rcn.net> <201106131842.020214@ms11.lnh.mail.rcn.net> <20110613185033.GO912@jibsheet.com> <201106131859.020224@ms11.lnh.mail.rcn.net> <20110613190532.GP912@jibsheet.com> Message-ID: <201106131914.020232@ms11.lnh.mail.rcn.net> BTW, found the problem with the /opt/rt3 and /opt/rt4. My /etc/aliases was using the /opt/rt3. Fixed now. From falcone at bestpractical.com Mon Jun 13 15:17:27 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 13 Jun 2011 15:17:27 -0400 Subject: [rt-users] RT v4.0 and ActiveStatus/InactiveStatus In-Reply-To: <201106131911.020231@ms11.lnh.mail.rcn.net> References: <201106131810.020196@ms11.lnh.mail.rcn.net> <20110613182731.GN912@jibsheet.com> <201106131829.020207@ms11.lnh.mail.rcn.net> <201106131842.020214@ms11.lnh.mail.rcn.net> <20110613185033.GO912@jibsheet.com> <201106131859.020224@ms11.lnh.mail.rcn.net> <20110613190532.GP912@jibsheet.com> <201106131911.020231@ms11.lnh.mail.rcn.net> Message-ID: <20110613191727.GQ912@jibsheet.com> On Mon, Jun 13, 2011 at 03:11:13PM -0400, zbigniew at starpower.net wrote: > I'd agree. I must be missing something. Here is from RT_Config.pm: (Doesn't seem to provide a full example.) Scroll down. Search for Set(%Lifecycles -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From zbigniew at starpower.net Mon Jun 13 15:29:11 2011 From: zbigniew at starpower.net (zbigniew at starpower.net) Date: Mon, 13 Jun 2011 15:29:11 -0400 (EDT) Subject: [rt-users] RT v4.0 and ActiveStatus/InactiveStatus In-Reply-To: <20110613191727.GQ912@jibsheet.com> References: <201106131810.020196@ms11.lnh.mail.rcn.net> <20110613182731.GN912@jibsheet.com> <201106131829.020207@ms11.lnh.mail.rcn.net> <201106131842.020214@ms11.lnh.mail.rcn.net> <20110613185033.GO912@jibsheet.com> <201106131859.020224@ms11.lnh.mail.rcn.net> <20110613190532.GP912@jibsheet.com> <201106131911.020231@ms11.lnh.mail.rcn.net> <20110613191727.GQ912@jibsheet.com> Message-ID: <201106131929.020242@ms11.lnh.mail.rcn.net> Ah ha! I was using perldoc to view it. Using vi I found the section. See, I knew I was being a bonehead. From glamorous_gujju at hotmail.com Mon Jun 13 16:12:20 2011 From: glamorous_gujju at hotmail.com (Yaj Tap) Date: Tue, 14 Jun 2011 01:42:20 +0530 Subject: [rt-users] Sendmail - Sender address rejected: Domain not found Message-ID: Hi All, We are encountering a issue with sendmail in RT. Following is the maillog from the /var/log Sendmail [102342]: psfafEADaAd: to=: Sender address reject: Domain not found We are suspecting it is a issue of sending emails to subdomain email addresses. Meaning emails to abc at xyz.com will go out and but sometimes emails with abc at lmn.xyz.com are not going out. We could be wrong...problem could be somewhere else. Any help will be really appreciated. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Johan.Sjoberg at deltamanagement.se Mon Jun 13 17:12:07 2011 From: Johan.Sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=) Date: Mon, 13 Jun 2011 21:12:07 +0000 Subject: [rt-users] Sendmail - Sender address rejected: Domain not found In-Reply-To: References: Message-ID: Hi. The address you are sending from is deferred in the recipient's mail server, because the domain does not exist. Do you have a MX record for the sender domain? /Johan From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yaj Tap Sent: den 13 juni 2011 22:12 To: rt-users at lists.bestpractical.com Subject: [rt-users] Sendmail - Sender address rejected: Domain not found Hi All, We are encountering a issue with sendmail in RT. Following is the maillog from the /var/log Sendmail [102342]: psfafEADaAd: to=>: Sender address reject: Domain not found We are suspecting it is a issue of sending emails to subdomain email addresses. Meaning emails to abc at xyz.com will go out and but sometimes emails with abc at lmn.xyz.com are not going out. We could be wrong...problem could be somewhere else. Any help will be really appreciated. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From dave.wells at foreshore.net Tue Jun 14 04:40:01 2011 From: dave.wells at foreshore.net (Dave Wells) Date: Tue, 14 Jun 2011 09:40:01 +0100 Subject: [rt-users] Add Priority Field to Update.html Message-ID: <32DD3FF116BE9D458E828DA941CF32BB03672618@exchange01.is.foreshore.net> RT Version: 3.6 Hi all, What I am trying to do is add a priority field to the Update.html so users can change priority of a ticket on comment and replies. I have had a go at getting this working but can't get the priority field to update when the comment/reply is saved, I think I'm missing something in Display.html. Has anyone had any experience in this and can point me in the right direction. Many Thanks Dax -------------- next part -------------- An HTML attachment was scrubbed... URL: From Michael.Polenske at skm-skyline.de Tue Jun 14 05:40:49 2011 From: Michael.Polenske at skm-skyline.de (Michael Polenske) Date: Tue, 14 Jun 2011 11:40:49 +0200 Subject: [rt-users] RT:Extension::QueueWizard Message-ID: Hi all, short question - is RT:Extension::QueueWizard still working with RT 4.0 ? I currenly try to install it and no success until now L Cheers - Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From glamorous_gujju at hotmail.com Tue Jun 14 07:23:05 2011 From: glamorous_gujju at hotmail.com (Yaj Tap) Date: Tue, 14 Jun 2011 16:53:05 +0530 Subject: [rt-users] Sendmail - Sender address rejected: Domain not found In-Reply-To: References: , Message-ID: Hi Johan, Actually, This machine is a clone of the one of the RT that we have. And that RT got apache at rt.domain.com address (which is working fine) but this one should be apache at rt02.domain.com (I think??) It is working fine but just for some sub-domain email addresses it throws up error with apache at rt.domain.com I checked apache configuration and other places where it could have wrong info but everything is fine. Not sure how this can be corrected. Sorry for the incorrect info in my previous email. Thanks for your help. From: Johan.Sjoberg at deltamanagement.se To: rt-users at lists.bestpractical.com Date: Mon, 13 Jun 2011 21:12:07 +0000 Subject: Re: [rt-users] Sendmail - Sender address rejected: Domain not found Hi. The address you are sending from is deferred in the recipient?s mail server, because the domain does not exist. Do you have a MX record for the sender domain? /Johan From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yaj Tap Sent: den 13 juni 2011 22:12 To: rt-users at lists.bestpractical.com Subject: [rt-users] Sendmail - Sender address rejected: Domain not found Hi All, We are encountering a issue with sendmail in RT. Following is the maillog from the /var/log Sendmail [102342]: psfafEADaAd: to=: Sender address reject: Domain not found We are suspecting it is a issue of sending emails to subdomain email addresses. Meaning emails to abc at xyz.com will go out and but sometimes emails with abc at lmn.xyz.com are not going out. We could be wrong...problem could be somewhere else. Any help will be really appreciated. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Tue Jun 14 08:04:40 2011 From: bart at pleh.info (Bart) Date: Tue, 14 Jun 2011 14:04:40 +0200 Subject: [rt-users] Need some help with suppliers Message-ID: Hi, I need some help understanding the flow of tickets in RT, specifically how to work with suppliers. In our test setup one questing came forth about sending a ticket to a supplier and how to go about it. Lets say we have a customer sending us an incident ticket. The incident ends up being the problem of our supplier so we need to have the ticket depend on a suppliers actions. Our current setup is pretty much default with two queue's for internal departments: - Queues: - Servicedesk: All new e-mails go to this queue. - Tech support: Thirdline support for the servicedesk. - CF's: - A few under users for easy selection of organizations. - And a few for the tickets for selecting to what categorie a ticket belongs to. - In addition I've installed the SLA plugin with two test SLA's. In our old system we would do these things by assigning a ticket to a supplier, does that mean that I would need to create a queue for each supplier that we work with for this to work? I'm guessing "yes", hoping "no", for some suppliers having a queue is ok but for allot of other ones it's not ok. We work for the government, some direct suppliers are easy to write down as a queue but sometimes a townhall needs to fix something which would mean that we have to add roughly 450 queue's (one for each townhall). Anyway, if someone could help me understand how to work with suppliers then I'd be extremely gratefull. Best regards, Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From yan at seiner.com Tue Jun 14 09:01:32 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 14 Jun 2011 06:01:32 -0700 Subject: [rt-users] Thumbnails from attachments? Message-ID: <4DF75BAC.5030404@seiner.com> We have field crews that send pictures into RT tickets from job sites. This is a great help as we get instant notification of issues and also for as-builts. Typically the crews will send a picture and a text description of image as a comment to the ticket. As the crews send us more and more pictures, we're finding that it's hard to find that one image we need quickly. We're looking for an enhancement to RT that would create a thumbnail gallery from the image/jpeg attachments and display the comment text on mouseover. The thumbnail gallery would be displayed as part of the ticket. Anyone have any idea if something like this has been done? A simpler solution but not as desirable would be to create a thumbnail of jpegs in the history or in the attachment list. From kfcrocker at lbl.gov Tue Jun 14 13:15:43 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 14 Jun 2011 10:15:43 -0700 Subject: [rt-users] Need some help with suppliers In-Reply-To: References: Message-ID: Bart, Do all your suppliers have RT? If not, then who in your organization deals with the suppliers? Perhaps creating a "Child/DependsOn" ticket that is owned by the person dealing with that particular supplier would work. Just a thought. Kenn LBNL On Tue, Jun 14, 2011 at 5:04 AM, Bart wrote: > Hi, > > I need some help understanding the flow of tickets in RT, specifically how > to work with suppliers. > > In our test setup one questing came forth about sending a ticket to a > supplier and how to go about it. > Lets say we have a customer sending us an incident ticket. The incident > ends up being the problem of our supplier so we need to have the ticket > depend on a suppliers actions. > > Our current setup is pretty much default with two queue's for internal > departments: > > - Queues: > - Servicedesk: All new e-mails go to this queue. > - Tech support: Thirdline support for the servicedesk. > - CF's: > - A few under users for easy selection of organizations. > - And a few for the tickets for selecting to what categorie a ticket > belongs to. > - In addition I've installed the SLA plugin with two test SLA's. > > In our old system we would do these things by assigning a ticket to a > supplier, does that mean that I would need to create a queue for each > supplier that we work with for this to work? > > I'm guessing "yes", hoping "no", for some suppliers having a queue is ok > but for allot of other ones it's not ok. We work for the government, some > direct suppliers are easy to write down as a queue but sometimes a townhall > needs to fix something which would mean that we have to add roughly 450 > queue's (one for each townhall). > > Anyway, if someone could help me understand how to work with suppliers then > I'd be extremely gratefull. > > > Best regards, > > Bart > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Jun 14 13:19:19 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 14 Jun 2011 10:19:19 -0700 Subject: [rt-users] Thumbnails from attachments? In-Reply-To: <4DF75BAC.5030404@seiner.com> References: <4DF75BAC.5030404@seiner.com> Message-ID: Yan, Any correspondence to RT can have an attachment, so it doesn't have to be a comment and it will still be in your history. As to the pics, if there is a way to label/title/name each pic in a manner that would enable easy identification might work, as you can see the name of the attachment in the Display page of a ticket. Kenn LBNL On Tue, Jun 14, 2011 at 6:01 AM, Yan Seiner wrote: > We have field crews that send pictures into RT tickets from job sites. > This is a great help as we get instant notification of issues and also for > as-builts. Typically the crews will send a picture and a text description > of image as a comment to the ticket. As the crews send us more and more > pictures, we're finding that it's hard to find that one image we need > quickly. > > We're looking for an enhancement to RT that would create a thumbnail > gallery from the image/jpeg attachments and display the comment text on > mouseover. The thumbnail gallery would be displayed as part of the ticket. > > Anyone have any idea if something like this has been done? > > A simpler solution but not as desirable would be to create a thumbnail of > jpegs in the history or in the attachment list. > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From pfincher at ghs.com Tue Jun 14 13:26:38 2011 From: pfincher at ghs.com (Paul Fincher) Date: Tue, 14 Jun 2011 13:26:38 -0400 Subject: [rt-users] Making original email a true attachment in AdminCC notifications Message-ID: <089501cc2ab8$38540040$a8fc00c0$@ghs.com> Hi, I have been looking into changing the notification emails that are delivered to AdminCcs when a ticket is created to have the original email from the requestor be a true message/rfc822 attachment instead of the original content inlined in the AdminCc email. It doesn't appear you can do this directly in the template but instead It appears it requires a change to the action code. Has anyone done anything like this? Am I barking up the wrong tree? I am using RT 3.8.9. Regards, Paul Fincher Green Hills Software - http://www.ghs.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From yan at seiner.com Tue Jun 14 13:32:19 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 14 Jun 2011 10:32:19 -0700 (PDT) Subject: [rt-users] Thumbnails from attachments? In-Reply-To: References: <4DF75BAC.5030404@seiner.com> Message-ID: <1db5cf457e800f69e164bcba743044f7.squirrel@mail.seiner.com> Right now we send each crew a ticket "stub", essentially an empty comment to the ticket they're working on. They then reply to that stub over and over with pictures. We found that makes it easy on the field guys and RT keeps everything organized. The problem is that we're getting lots of pics - sometimes 5 or 10 a day every day for a 3 week job. There's no consistent naming scheme we can enforce. These are construction guys. They want to point, click, send. Thus the need on the office end for thumbnails. I know we're taking RT in a direction that's not typical, but the construction industry doesn't really have an effective affordable project management tool and RT is a natural near-drop-in solution. The construction PM tools that are out there are expensive and klunky. On Tue, June 14, 2011 10:19 am, Kenneth Crocker wrote: > Yan, > > Any correspondence to RT can have an attachment, so it doesn't have to be > a > comment and it will still be in your history. As to the pics, if there is > a > way to label/title/name each pic in a manner that would enable easy > identification might work, as you can see the name of the attachment in > the > Display page of a ticket. > > Kenn > LBNL > > On Tue, Jun 14, 2011 at 6:01 AM, Yan Seiner wrote: > >> We have field crews that send pictures into RT tickets from job sites. >> This is a great help as we get instant notification of issues and also >> for >> as-builts. Typically the crews will send a picture and a text >> description >> of image as a comment to the ticket. As the crews send us more and more >> pictures, we're finding that it's hard to find that one image we need >> quickly. >> >> We're looking for an enhancement to RT that would create a thumbnail >> gallery from the image/jpeg attachments and display the comment text on >> mouseover. The thumbnail gallery would be displayed as part of the >> ticket. >> >> Anyone have any idea if something like this has been done? >> >> A simpler solution but not as desirable would be to create a thumbnail >> of >> jpegs in the history or in the attachment list. >> >> >> > > > !DSPAM:4df7983272161804284693! > -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From kfcrocker at lbl.gov Tue Jun 14 13:59:59 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 14 Jun 2011 10:59:59 -0700 Subject: [rt-users] Thumbnails from attachments? In-Reply-To: <1db5cf457e800f69e164bcba743044f7.squirrel@mail.seiner.com> References: <4DF75BAC.5030404@seiner.com> <1db5cf457e800f69e164bcba743044f7.squirrel@mail.seiner.com> Message-ID: Yan, What is that "one image" you want to see? How do you find it now? If there is any way you can distinguish it from a list of stuff, then we can do that with code. Kenn LBNL On Tue, Jun 14, 2011 at 10:32 AM, Yan Seiner wrote: > Right now we send each crew a ticket "stub", essentially an empty comment > to the ticket they're working on. They then reply to that stub over and > over with pictures. We found that makes it easy on the field guys and RT > keeps everything organized. > > The problem is that we're getting lots of pics - sometimes 5 or 10 a day > every day for a 3 week job. There's no consistent naming scheme we can > enforce. These are construction guys. They want to point, click, send. > Thus the need on the office end for thumbnails. > > I know we're taking RT in a direction that's not typical, but the > construction industry doesn't really have an effective affordable project > management tool and RT is a natural near-drop-in solution. The > construction PM tools that are out there are expensive and klunky. > > On Tue, June 14, 2011 10:19 am, Kenneth Crocker wrote: > > Yan, > > > > Any correspondence to RT can have an attachment, so it doesn't have to be > > a > > comment and it will still be in your history. As to the pics, if there is > > a > > way to label/title/name each pic in a manner that would enable easy > > identification might work, as you can see the name of the attachment in > > the > > Display page of a ticket. > > > > Kenn > > LBNL > > > > On Tue, Jun 14, 2011 at 6:01 AM, Yan Seiner wrote: > > > >> We have field crews that send pictures into RT tickets from job sites. > >> This is a great help as we get instant notification of issues and also > >> for > >> as-builts. Typically the crews will send a picture and a text > >> description > >> of image as a comment to the ticket. As the crews send us more and more > >> pictures, we're finding that it's hard to find that one image we need > >> quickly. > >> > >> We're looking for an enhancement to RT that would create a thumbnail > >> gallery from the image/jpeg attachments and display the comment text on > >> mouseover. The thumbnail gallery would be displayed as part of the > >> ticket. > >> > >> Anyone have any idea if something like this has been done? > >> > >> A simpler solution but not as desirable would be to create a thumbnail > >> of > >> jpegs in the history or in the attachment list. > >> > >> > >> > > > > > > !DSPAM:4df7983272161804284693! > > > > > -- > My daughter is racing a triathlon to raise money for her swim club. Want > to help? > > http://akari.seiner.com > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From yan at seiner.com Tue Jun 14 14:01:42 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 14 Jun 2011 11:01:42 -0700 (PDT) Subject: [rt-users] Thumbnails from attachments? In-Reply-To: <1db5cf457e800f69e164bcba743044f7.squirrel@mail.seiner.com> References: <4DF75BAC.5030404@seiner.com> <1db5cf457e800f69e164bcba743044f7.squirrel@mail.seiner.com> Message-ID: Hmmm.... Some investigating. If we create a comment via the RT web interface and attach an image, it comes up in the history as an image and we can see it. However, if someone sends an image via email as a reply to a comment, the image doesn't show up; instead there's the comment: "Message body is not shown because sender requested not to inline it." and the attachment shows up as a link. Is there some way to get RT to display non-inlined images? --Yan -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From kfcrocker at lbl.gov Tue Jun 14 14:11:51 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 14 Jun 2011 11:11:51 -0700 Subject: [rt-users] Thumbnails from attachments? In-Reply-To: References: <4DF75BAC.5030404@seiner.com> <1db5cf457e800f69e164bcba743044f7.squirrel@mail.seiner.com> Message-ID: Yan, You betcha. Change that setting in your RT_SiteConfig.pm file in /opt/rt3/etc and that will do it. *Set($ShowTransactionImages, 1); *might just do it. I'm curious as to why you have the offsite guys replying as comments instead of just making it an email reply? Kenn LBNL On Tue, Jun 14, 2011 at 11:01 AM, Yan Seiner wrote: > Hmmm.... > > Some investigating. If we create a comment via the RT web interface and > attach an image, it comes up in the history as an image and we can see it. > > However, if someone sends an image via email as a reply to a comment, the > image doesn't show up; instead there's the comment: > > "Message body is not shown because sender requested not to inline it." > > and the attachment shows up as a link. > > Is there some way to get RT to display non-inlined images? > > --Yan > > > -- > My daughter is racing a triathlon to raise money for her swim club. Want > to help? > > http://akari.seiner.com > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From yan at seiner.com Tue Jun 14 14:18:44 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 14 Jun 2011 11:18:44 -0700 (PDT) Subject: [rt-users] Thumbnails from attachments? In-Reply-To: References: <4DF75BAC.5030404@seiner.com> <1db5cf457e800f69e164bcba743044f7.squirrel@mail.seiner.com> Message-ID: <751a3e19051631e83371c99736eab534.squirrel@mail.seiner.com> Here's what happens: We're a water utility, so all of our stuff is burried. We provide the crew with a set of drawings. Since most of what we do is repair, we try to locate old lines, other utilities, etc. as best as we can. However, few utilities kept accurate records early on, so we often do not know exactly what is in the ground. The crew goes out into the field and starts digging and laying pipe. They have to close up the excavation at the end of every day (we can't keep open holes in public streets overnight). Very often the crew finds that the conditions differ from the drawings. They keep pretty good notes but without pictures it's hard to figure out what they did where. So they take pictures. When the project is done, we have to reconcile the materials inventory and correct our drawings for the as-built conditions. The tech who does that work starts with our engineering drawings and the crew field notes. He would like to refer to the pictures when he has a question. However, the pictures are all similar; a guy with a shovel standing in a hole that has a pipe at the bottom. Without some commentary it's hard to pick the right picture for the aa-built condition we're trying to verify. Often the as-built conditions can be difficult to tell apart without a picture; we know the crew used an 11 degree bend and a 22 degree bend, but in which order? how far apart? A picture can tell us those things. We'd like to be able to go through the pictures and read the comments quickly. On Tue, June 14, 2011 10:59 am, Kenneth Crocker wrote: > Yan, > > > What is that "one image" you want to see? How do you find it now? If there > is any way you can distinguish it from a list of stuff, then we can do > that > with code. > > Kenn > LBNL > > On Tue, Jun 14, 2011 at 10:32 AM, Yan Seiner wrote: > >> Right now we send each crew a ticket "stub", essentially an empty >> comment >> to the ticket they're working on. They then reply to that stub over and >> over with pictures. We found that makes it easy on the field guys and >> RT >> keeps everything organized. >> >> The problem is that we're getting lots of pics - sometimes 5 or 10 a day >> every day for a 3 week job. There's no consistent naming scheme we can >> enforce. These are construction guys. They want to point, click, send. >> Thus the need on the office end for thumbnails. >> >> I know we're taking RT in a direction that's not typical, but the >> construction industry doesn't really have an effective affordable >> project >> management tool and RT is a natural near-drop-in solution. The >> construction PM tools that are out there are expensive and klunky. >> >> On Tue, June 14, 2011 10:19 am, Kenneth Crocker wrote: >> > Yan, >> > >> > Any correspondence to RT can have an attachment, so it doesn't have to >> be >> > a >> > comment and it will still be in your history. As to the pics, if there >> is >> > a >> > way to label/title/name each pic in a manner that would enable easy >> > identification might work, as you can see the name of the attachment >> in >> > the >> > Display page of a ticket. >> > >> > Kenn >> > LBNL >> > >> > On Tue, Jun 14, 2011 at 6:01 AM, Yan Seiner wrote: >> > >> >> We have field crews that send pictures into RT tickets from job >> sites. >> >> This is a great help as we get instant notification of issues and >> also >> >> for >> >> as-builts. Typically the crews will send a picture and a text >> >> description >> >> of image as a comment to the ticket. As the crews send us more and >> more >> >> pictures, we're finding that it's hard to find that one image we need >> >> quickly. >> >> >> >> We're looking for an enhancement to RT that would create a thumbnail >> >> gallery from the image/jpeg attachments and display the comment text >> on >> >> mouseover. The thumbnail gallery would be displayed as part of the >> >> ticket. >> >> >> >> Anyone have any idea if something like this has been done? >> >> >> >> A simpler solution but not as desirable would be to create a >> thumbnail >> >> of >> >> jpegs in the history or in the attachment list. >> >> >> >> >> >> >> > >> > >> > >> > >> >> >> -- >> My daughter is racing a triathlon to raise money for her swim club. >> Want >> to help? >> >> http://akari.seiner.com >> >> >> > > > !DSPAM:4df7a1da98651848747371! > -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From kfcrocker at lbl.gov Tue Jun 14 14:20:56 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 14 Jun 2011 11:20:56 -0700 Subject: [rt-users] Making original email a true attachment in AdminCC notifications In-Reply-To: <089501cc2ab8$38540040$a8fc00c0$@ghs.com> References: <089501cc2ab8$38540040$a8fc00c0$@ghs.com> Message-ID: Paul, What's wrong with leaving it as it is? Is the original content of the email NOT in the correspondence to the AdminCc? Have you tried simply modifying the template to have a different look/data? Kenn LBNL On Tue, Jun 14, 2011 at 10:26 AM, Paul Fincher wrote: > Hi, > > > > I have been looking into changing the notification emails that are > delivered to AdminCcs when a ticket is created to have the original email > from the requestor be a true message/rfc822 attachment instead of the > original content inlined in the AdminCc email. It doesn't appear you can do > this directly in the template but instead It appears it requires a change to > the action code. Has anyone done anything like this? Am I barking up the > wrong tree? I am using RT 3.8.9. > > > > Regards, > > Paul Fincher > Green Hills Software - http://www.ghs.com** > -------------- next part -------------- An HTML attachment was scrubbed... URL: From yan at seiner.com Tue Jun 14 14:26:35 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 14 Jun 2011 11:26:35 -0700 (PDT) Subject: [rt-users] Thumbnails from attachments? In-Reply-To: References: <4DF75BAC.5030404@seiner.com> <1db5cf457e800f69e164bcba743044f7.squirrel@mail.seiner.com> Message-ID: <32315af87a3004324409907659cf881c.squirrel@mail.seiner.com> On Tue, June 14, 2011 11:11 am, Kenneth Crocker wrote: > Yan, > > You betcha. Change that setting in your RT_SiteConfig.pm file in > /opt/rt3/etc and that will do it. > > *Set($ShowTransactionImages, 1); *might just do it. No joy; still get the "inline" comment. > > I'm curious as to why you have the offsite guys replying as comments > instead > of just making it an email reply? ???? They use email on their smartphones to send the images along with an explanation. The reason we send them the stub is so that they have the correct RT subject and headers for the reply. They reply to the stub that's correct for the job they're on. It's also easier for them to find the stub, hit reply, take the pic, and send than to use the rt3 mobile interface. From kfcrocker at lbl.gov Tue Jun 14 14:29:32 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 14 Jun 2011 11:29:32 -0700 Subject: [rt-users] Thumbnails from attachments? In-Reply-To: <751a3e19051631e83371c99736eab534.squirrel@mail.seiner.com> References: <4DF75BAC.5030404@seiner.com> <1db5cf457e800f69e164bcba743044f7.squirrel@mail.seiner.com> <751a3e19051631e83371c99736eab534.squirrel@mail.seiner.com> Message-ID: Yan, It sounds like you would need EACH of their responses/correspndence/pics to have some sort of identifier (a comment, a number sequence, the name of a part, etc). If so, I think there are a couple ways we might be able to do this, depending on what seems best to you. I'm assuming that the last pic is not necessarily the one you want to identify. Are you adamant about the engineer not having to enter anything from the field? Perhaps the part the photo is about? Just one word? We could invent/code a way to increment a number for each comment/correspondence/pic. Any of this sound workable? Kenn LBNL On Tue, Jun 14, 2011 at 11:18 AM, Yan Seiner wrote: > Here's what happens: > > We're a water utility, so all of our stuff is burried. > > We provide the crew with a set of drawings. Since most of what we do is > repair, we try to locate old lines, other utilities, etc. as best as we > can. However, few utilities kept accurate records early on, so we often > do not know exactly what is in the ground. > > The crew goes out into the field and starts digging and laying pipe. They > have to close up the excavation at the end of every day (we can't keep > open holes in public streets overnight). > > Very often the crew finds that the conditions differ from the drawings. > They keep pretty good notes but without pictures it's hard to figure out > what they did where. So they take pictures. > > When the project is done, we have to reconcile the materials inventory and > correct our drawings for the as-built conditions. > > The tech who does that work starts with our engineering drawings and the > crew field notes. He would like to refer to the pictures when he has a > question. However, the pictures are all similar; a guy with a shovel > standing in a hole that has a pipe at the bottom. Without some commentary > it's hard to pick the right picture for the aa-built condition we're > trying to verify. > > Often the as-built conditions can be difficult to tell apart without a > picture; we know the crew used an 11 degree bend and a 22 degree bend, but > in which order? how far apart? A picture can tell us those things. > > We'd like to be able to go through the pictures and read the comments > quickly. > > On Tue, June 14, 2011 10:59 am, Kenneth Crocker wrote: > > Yan, > > > > > > What is that "one image" you want to see? How do you find it now? If > there > > is any way you can distinguish it from a list of stuff, then we can do > > that > > with code. > > > > Kenn > > LBNL > > > > On Tue, Jun 14, 2011 at 10:32 AM, Yan Seiner wrote: > > > >> Right now we send each crew a ticket "stub", essentially an empty > >> comment > >> to the ticket they're working on. They then reply to that stub over and > >> over with pictures. We found that makes it easy on the field guys and > >> RT > >> keeps everything organized. > >> > >> The problem is that we're getting lots of pics - sometimes 5 or 10 a day > >> every day for a 3 week job. There's no consistent naming scheme we can > >> enforce. These are construction guys. They want to point, click, send. > >> Thus the need on the office end for thumbnails. > >> > >> I know we're taking RT in a direction that's not typical, but the > >> construction industry doesn't really have an effective affordable > >> project > >> management tool and RT is a natural near-drop-in solution. The > >> construction PM tools that are out there are expensive and klunky. > >> > >> On Tue, June 14, 2011 10:19 am, Kenneth Crocker wrote: > >> > Yan, > >> > > >> > Any correspondence to RT can have an attachment, so it doesn't have to > >> be > >> > a > >> > comment and it will still be in your history. As to the pics, if there > >> is > >> > a > >> > way to label/title/name each pic in a manner that would enable easy > >> > identification might work, as you can see the name of the attachment > >> in > >> > the > >> > Display page of a ticket. > >> > > >> > Kenn > >> > LBNL > >> > > >> > On Tue, Jun 14, 2011 at 6:01 AM, Yan Seiner wrote: > >> > > >> >> We have field crews that send pictures into RT tickets from job > >> sites. > >> >> This is a great help as we get instant notification of issues and > >> also > >> >> for > >> >> as-builts. Typically the crews will send a picture and a text > >> >> description > >> >> of image as a comment to the ticket. As the crews send us more and > >> more > >> >> pictures, we're finding that it's hard to find that one image we need > >> >> quickly. > >> >> > >> >> We're looking for an enhancement to RT that would create a thumbnail > >> >> gallery from the image/jpeg attachments and display the comment text > >> on > >> >> mouseover. The thumbnail gallery would be displayed as part of the > >> >> ticket. > >> >> > >> >> Anyone have any idea if something like this has been done? > >> >> > >> >> A simpler solution but not as desirable would be to create a > >> thumbnail > >> >> of > >> >> jpegs in the history or in the attachment list. > >> >> > >> >> > >> >> > >> > > >> > > >> > > >> > > >> > >> > >> -- > >> My daughter is racing a triathlon to raise money for her swim club. > >> Want > >> to help? > >> > >> http://akari.seiner.com > >> > >> > >> > > > > > > !DSPAM:4df7a1da98651848747371! > > > > > -- > My daughter is racing a triathlon to raise money for her swim club. Want > to help? > > http://akari.seiner.com > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From yan at seiner.com Tue Jun 14 14:45:53 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 14 Jun 2011 11:45:53 -0700 (PDT) Subject: [rt-users] Thumbnails from attachments? Message-ID: <4271ad3df1801a97fb7276eec715602b.squirrel@mail.seiner.com> HAH! This one-line patch does what I need: --- ./share/html/Ticket/Elements/ShowTransactionAttachments 2011-04-20 10:22:32.177315771 -0700 +++ local/html/Ticket/Elements/ShowTransactionAttachments 2011-06-14 11:37:22.166621835 -0700 @@ -225,7 +225,7 @@ # if it's an image, show it as an image elsif ( RT->Config->Get('ShowTransactionImages') and $message->ContentType =~ /^image\//i ) { - if ( $disposition ne 'inline' ) { + if ( $disposition ne 'inline' and !RT->Config->Get('ShowNotInlineImages')) { $m->out('

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

'); return; } Along with a setting in RT_SiteConfig.pm: Set($ShowNotInlineImages, 1); --Yan -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From knarrj at gsicommerce.com Tue Jun 14 14:50:24 2011 From: knarrj at gsicommerce.com (Joshua Knarr) Date: Tue, 14 Jun 2011 14:50:24 -0400 Subject: [rt-users] RT::Authen::ExternalAuth? Message-ID: <1308077424.2128.27.camel@barley.gsicommerce.com> Hello mailing list, Kevin - We gave up on RT 4. RTFM is not the answer. The problem is threefold: 1) DBI is too new to upgrade the old style DB. People running fedora or rawhide are going to start yelling at some point when they go to upgrade if they're upgrading from an old enough version. 2) FCGI changed from being statically linked to a module that this causes... 3) ...the new mason's handling of UTF to break the old DB. That being said - I made it to 3.8.10 which tells me something goes very wrong between 3.8.10 and 4.0.0. The docs for External Auth talk about .08 being current. For 3.8.10, the docs talk about .08_02. CPAN says .09 is out but the docs on the wiki don't discuss it. Which one do I use for a 3.8.10 RT? -- Joshua Knarr Systems Engineer GSI Commerce, Inc. http://www.gsicommerce.com E-Mail: knarrj at gsicommerce.com Office: 610-491-7110 Mobile: 484-636-7371 The information contained in this electronic mail transmission is intended only for the use of the individual or entity named in this transmission. If you are not the intended recipient of this transmission, you are hereby notified that any disclosure, copying or distribution of the contents of this transmission is strictly prohibited and that you should delete the contents of this transmission from your system immediately. Any comments or statements contained in this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or its subsidiaries and/or affiliates. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jun 14 15:15:50 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 14 Jun 2011 15:15:50 -0400 Subject: [rt-users] RT::Authen::ExternalAuth? In-Reply-To: <1308077424.2128.27.camel@barley.gsicommerce.com> References: <1308077424.2128.27.camel@barley.gsicommerce.com> Message-ID: <20110614191550.GR912@jibsheet.com> On Tue, Jun 14, 2011 at 02:50:24PM -0400, Joshua Knarr wrote: > 1) DBI is too new to upgrade the old style DB. People running fedora or rawhide are going to > start yelling at some point when they go to upgrade if they're upgrading from an old enough > version. I'm afraid I don't understand this statement. You may need to provide an error or log snippet that demonstrates the problem. > 2) FCGI changed from being statically linked to a module that this causes... I'm afraid I don't understand this statement. You may need to provide an error or log snippet that demonstrates the problem. > 3) ...the new mason's handling of UTF to break the old DB. I'm afraid I don't understand this statement. You may need to provide an error or log snippet that demonstrates the problem. > That being said - I made it to 3.8.10 which tells me something goes very wrong between 3.8.10 > and 4.0.0. The docs for External Auth talk about .08 being current. For 3.8.10, the docs talk > about .08_02. CPAN says .09 is out but the docs on the wiki don't discuss it. Which one do I > use for a 3.8.10 RT? Use 0.09 I write the README for RT-Authen-ExternalAuth, I do not maintain the wiki pages for it. My opinion will always be in the README. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jun 14 15:17:34 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 14 Jun 2011 15:17:34 -0400 Subject: [rt-users] RT::Authen::ExternalAuth? In-Reply-To: <1308077424.2128.27.camel@barley.gsicommerce.com> References: <1308077424.2128.27.camel@barley.gsicommerce.com> Message-ID: <20110614191734.GS912@jibsheet.com> On Tue, Jun 14, 2011 at 02:50:24PM -0400, Joshua Knarr wrote: > Kevin - We gave up on RT 4. RTFM is not the answer. The problem is threefold: Oh, now that I reread your original thread I see. You didn't run any database upgrades between 3.4.5 and 4.0.0 other than those described in UPGRADING.mysql. That's going to cause you problems on 3.8.10 also. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jun 14 15:18:41 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 14 Jun 2011 15:18:41 -0400 Subject: [rt-users] RT:Extension::QueueWizard In-Reply-To: References: Message-ID: <20110614191841.GT912@jibsheet.com> On Tue, Jun 14, 2011 at 11:40:49AM +0200, Michael Polenske wrote: > short question - is RT:Extension::QueueWizard still working with RT 4.0 ? I currenly try to > install it and no success until now L The installation framework hasn't been updated for 3.8 or 4.0 I expect the code would work, but would need updating for plugin compatibility. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jun 14 15:22:56 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 14 Jun 2011 15:22:56 -0400 Subject: [rt-users] Making original email a true attachment in AdminCC notifications In-Reply-To: <089501cc2ab8$38540040$a8fc00c0$@ghs.com> References: <089501cc2ab8$38540040$a8fc00c0$@ghs.com> Message-ID: <20110614192256.GU912@jibsheet.com> On Tue, Jun 14, 2011 at 01:26:38PM -0400, Paul Fincher wrote: > I have been looking into changing the notification emails that are delivered to AdminCcs > when a ticket is created to have the original email from the requestor be a true > message/rfc822 attachment instead of the original content inlined in the AdminCc email. It > doesn't appear you can do this directly in the template but instead It appears it requires a > change to the action code. Has anyone done anything like this? Am I barking up the wrong > tree? I am using RT 3.8.9. You'd need to steal from some of the forwarding code and write a custom action to make it message/rfc822. Doing it inline in the template doesn't work. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jun 14 15:28:42 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 14 Jun 2011 15:28:42 -0400 Subject: [rt-users] Sendmail - Sender address rejected: Domain not found In-Reply-To: References: Message-ID: <20110614192842.GV912@jibsheet.com> On Tue, Jun 14, 2011 at 04:53:05PM +0530, Yaj Tap wrote: > Hi Johan, > > Actually, This machine is a clone of the one of the RT that we have. And that RT > got [1]apache at rt.domain.com address (which is working fine) but this one should be > [2]apache at rt02.domain.com (I think??) Check that 02.domain.com is actually a valid domain outside your firewall. Since you're obfuscating, we can't check for you. Your error message says that relay-ex2.cch.ca believes that apache at rt.domain.com is invalid. -kevin > It is working fine but just for some sub-domain email addresses it throws up error with > [3]apache at rt.domain.com > > I checked apache configuration and other places where it could have wrong info but everything > is fine. Not sure how this can be corrected. Sorry for the incorrect info in my previous > email. > > Thanks for your help. > > > > > > > > ---------------------------------------------------------------------------------------------- > > From: Johan.Sjoberg at deltamanagement.se > To: rt-users at lists.bestpractical.com > Date: Mon, 13 Jun 2011 21:12:07 +0000 > Subject: Re: [rt-users] Sendmail - Sender address rejected: Domain not found > > Hi. > > > > The address you are sending from is deferred in the recipient*s mail server, because the > domain does not exist. Do you have a MX record for the sender domain? > > > > /Johan > > > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yaj Tap > Sent: den 13 juni 2011 22:12 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Sendmail - Sender address rejected: Domain not found > > > > Hi All, > > We are encountering a issue with sendmail in RT. Following is the maillog from the /var/log > > Sendmail [102342]: psfafEADaAd: to=<[4]mary at cch.ca, delay=02:00:29, xdelay=00:00:02, > mailer=esmtp, pri=79782, relay=relay-ex2.cch.ca. [IP Address], dsn=4.1.8, stat-Defferred: 450 > 4.1.8 : Sender address reject: Domain not found > > We are suspecting it is a issue of sending emails to subdomain email addresses. Meaning emails > to [5]abc at xyz.com will go out and but sometimes emails with [6]abc at lmn.xyz.com are not going > out. We could be wrong...problem could be somewhere else. > > Any help will be really appreciated. > > Thank you. > > References > > Visible links > 1. mailto:apache at rt.domain.com > 2. mailto:apache at rt02.domain.com > 3. mailto:apache at rt.domain.com > 4. file:///Users/falcone/tmp/mailto:mary at cch.ca,%20delay=02:00:29,%20xdelay=00:00:02,%20mailer=esmtp,%20pri=79782,%20relay=relay-ex2.cch.ca.%20[IP%20Address],%20dsn=4.1.8,%20stat-Defferred:%20450%204.1.8%20%3Capache at rt.domain.com > 5. mailto:abc at xyz.com > 6. mailto:abc at lmn.xyz.com -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Munsch at phillycarshare.org Tue Jun 14 15:37:12 2011 From: Munsch at phillycarshare.org (Rob Munsch) Date: Tue, 14 Jun 2011 15:37:12 -0400 Subject: [rt-users] "Chart" link from a search forgetting the search results Message-ID: Hello, When a user with perms for a queue does a search within that queue on a custom field, they get an expected list of results that are a subset of that queue. Clicking the "Chart" link at the top brings us to one large monolithic bar of the entire queue ("3000 tickets..."). Going through several steps of "bar chart by [customfield]" and iterating through that and the search a few more times eventually gets us the bar chart we want: a subset of only those items in the queue with Custom Field 1's value, broken out into number of occurances by Custom Field 2's values. (I also greatly miss the "chart by..." quick link at the bottom of search results from previous versions). I'm not sure why the search is immediately forgotten, but a red flag to me is that somewhere in this process she has to log in again. AD integration seems to have been working since the upgrade (and was before with no repeat-login issues). Not sure if this is related to this specific problem, or a separate issue. ------------------------ Rob Munsch IT Administrator PhillyCarShare 215-495-1040 x131 www.phillycarshare.org Our Vision: A Philadelphia in which non-profit car sharing exceeds the convenience, flexibility, and affordability of car ownership. -------------- next part -------------- An HTML attachment was scrubbed... URL: From michael.steen at livetext.com Tue Jun 14 16:07:58 2011 From: michael.steen at livetext.com (Michael Steen) Date: Tue, 14 Jun 2011 15:07:58 -0500 Subject: [rt-users] Rights to Search by CF in 'Add Criteria' Box on /Search/Build.html Message-ID: RT 3.8.9 I have a group with these queue level rights: Current rights *(Check box to revoke right)* AssignCustomFields CommentOnTicket CreateTicket DeleteTicket ForwardMessage ModifyCustomField ModifyTicket OwnTicket ReplyToTicket SeeCustomField SeeQueue ShowOutgoingEmail ShowTicket ShowTicketComments StealTicket TakeTicket Watch The users within that group can see custom fields on the /Ticket/Display.html page. However, they do not see custom fields in the 'Add Criteria' box on the /Search/Build.html page. I experimented by adding global rights to the Everyone group one at a time. When I added SeeCustomField, the CF's appeared in the Add Criteria module on /Build.html. Should this right always be applied globally? Is there something else I am missing? Thanks, Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Jun 14 16:24:48 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 14 Jun 2011 13:24:48 -0700 Subject: [rt-users] Rights to Search by CF in 'Add Criteria' Box on /Search/Build.html In-Reply-To: References: Message-ID: Michael, At what point can they NOT see the CF's? When they first get into the screen? Try selecting/adding a Queue to the criteria and wait for the results. I suspect you will see the CF's at that point. When building a Query, RT does not know which Cf's to show you until you've selected a Queue. GLOBAL CF's will, of course, always show. Kenn LBNL On Tue, Jun 14, 2011 at 1:07 PM, Michael Steen wrote: > RT 3.8.9 > > I have a group with these queue level rights: > > Current rights *(Check box to revoke right)* > AssignCustomFields > CommentOnTicket > CreateTicket > DeleteTicket > ForwardMessage > ModifyCustomField > ModifyTicket > OwnTicket > ReplyToTicket > SeeCustomField > SeeQueue > ShowOutgoingEmail > ShowTicket > ShowTicketComments > StealTicket > TakeTicket > Watch > > The users within that group can see custom fields on the > /Ticket/Display.html page. However, they do not see custom fields in the > 'Add Criteria' box on the /Search/Build.html page. I experimented by adding > global rights to the Everyone group one at a time. When I added > SeeCustomField, the CF's appeared in the Add Criteria module on > /Build.html. Should this right always be applied globally? Is there > something else I am missing? > > > Thanks, > > Mike > -------------- next part -------------- An HTML attachment was scrubbed... URL: From srkesada at gmail.com Tue Jun 14 16:34:04 2011 From: srkesada at gmail.com (murat kesada) Date: Tue, 14 Jun 2011 23:34:04 +0300 Subject: [rt-users] Approval Mechanism on RT Message-ID: Dear All; We are using RT 3.8.4 for a couple of years and now we are trying to implement and operate an Approval Mechanism for our queues. Unfortunately I could not find a step-by-step guide or a complete tutorial for this purpose and I tried to follow what I have found on wikia and the forums and set it up according to those. However I could not succeed and then I decided to write to this post and hope someone helps. First I enabled the __Approvals queue and set up a scrip as follows: Condition> OnCreate Action> Create Tickets Template > Global Template Empty Stage > Transaction Create Custom Condition > ===Create-Ticket: manager-approval Subject: Approval of { $Tickets{' TOP' }->Subject( ) } Queue: ___Approvals Type: approval Owner: my company email address Content: Please review and approve this request. Depended-On-By: TOP ENDOFCONTENT And then I created the "Managers" group under configuration and added myself and my group manager to the watchers of that group. First question is that how can I force tickets in one of my queues to be approved by me or my group manager? When I move them to the __Approval queue manually, nothing happens? If one ticket would move to the __Approval queue, normally would not I or my group manager be notified by mail? Do I have to set up a scrip separately for this mailing purpose? How can I build an Approval mechanism? Could someone please help me? -------------- next part -------------- An HTML attachment was scrubbed... URL: From michael.steen at livetext.com Tue Jun 14 17:30:00 2011 From: michael.steen at livetext.com (Michael Steen) Date: Tue, 14 Jun 2011 16:30:00 -0500 Subject: [rt-users] Rights to Search by CF in 'Add Criteria' Box on /Search/Build.html In-Reply-To: References: Message-ID: Whoops... I neglected to mention that we are selecting the queue first, but still not getting the CF's in the Add Criteria list. It may or may not be relevant, but I should add that we have one group which contains the users for the department called Customer Support. The Customer Support group has no rights given to it specifically. There is another group called Support Actors, to which the queue level rights are granted. The Customer Support group (contains the users), is a member of the Support Actors group (has the rights). Basically, I created an Actors, 'read/write,' and a Viewers 'read only,' group for each queue. I'm putting 'user groups' into the appropriate 'queue rights group' based on what kind of permissions the user group needs. The rights seem to trickle down appropriately in other cases. Thanks, Mike On Tue, Jun 14, 2011 at 3:24 PM, Kenneth Crocker wrote: > Michael, > > At what point can they NOT see the CF's? When they first get into the > screen? Try selecting/adding a Queue to the criteria and wait for the > results. I suspect you will see the CF's at that point. When building a > Query, RT does not know which Cf's to show you until you've selected a > Queue. GLOBAL CF's will, of course, always show. > > Kenn > LBNL > > > On Tue, Jun 14, 2011 at 1:07 PM, Michael Steen > wrote: > >> RT 3.8.9 >> >> I have a group with these queue level rights: >> >> Current rights *(Check box to revoke right)* >> AssignCustomFields >> CommentOnTicket >> CreateTicket >> DeleteTicket >> ForwardMessage >> ModifyCustomField >> ModifyTicket >> OwnTicket >> ReplyToTicket >> SeeCustomField >> SeeQueue >> ShowOutgoingEmail >> ShowTicket >> ShowTicketComments >> StealTicket >> TakeTicket >> Watch >> >> The users within that group can see custom fields on the >> /Ticket/Display.html page. However, they do not see custom fields in the >> 'Add Criteria' box on the /Search/Build.html page. I experimented by adding >> global rights to the Everyone group one at a time. When I added >> SeeCustomField, the CF's appeared in the Add Criteria module on >> /Build.html. Should this right always be applied globally? Is there >> something else I am missing? >> >> >> Thanks, >> >> Mike >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Jun 14 17:40:18 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 14 Jun 2011 14:40:18 -0700 Subject: [rt-users] Rights to Search by CF in 'Add Criteria' Box on /Search/Build.html In-Reply-To: References: Message-ID: Michael, When you applied the CF's to the Queue, did you grant rights to groups withing that page or did you grant rights to the CF while in the "group Rights" of the Queue? Kenn LBNL On Tue, Jun 14, 2011 at 2:30 PM, Michael Steen wrote: > Whoops... I neglected to mention that we are selecting the queue first, but > still not getting the CF's in the Add Criteria list. > > It may or may not be relevant, but I should add that we have one group > which contains the users for the department called Customer Support. The > Customer Support group has no rights given to it specifically. There is > another group called Support Actors, to which the queue level rights are > granted. The Customer Support group (contains the users), is a member of > the Support Actors group (has the rights). > > Basically, I created an Actors, 'read/write,' and a Viewers 'read only,' > group for each queue. I'm putting 'user groups' into the appropriate 'queue > rights group' based on what kind of permissions the user group needs. The > rights seem to trickle down appropriately in other cases. > > Thanks, > > Mike > > > On Tue, Jun 14, 2011 at 3:24 PM, Kenneth Crocker wrote: > >> Michael, >> >> At what point can they NOT see the CF's? When they first get into the >> screen? Try selecting/adding a Queue to the criteria and wait for the >> results. I suspect you will see the CF's at that point. When building a >> Query, RT does not know which Cf's to show you until you've selected a >> Queue. GLOBAL CF's will, of course, always show. >> >> Kenn >> LBNL >> >> >> On Tue, Jun 14, 2011 at 1:07 PM, Michael Steen < >> michael.steen at livetext.com> wrote: >> >>> RT 3.8.9 >>> >>> I have a group with these queue level rights: >>> >>> Current rights *(Check box to revoke right)* >>> AssignCustomFields >>> CommentOnTicket >>> CreateTicket >>> DeleteTicket >>> ForwardMessage >>> ModifyCustomField >>> ModifyTicket >>> OwnTicket >>> ReplyToTicket >>> SeeCustomField >>> SeeQueue >>> ShowOutgoingEmail >>> ShowTicket >>> ShowTicketComments >>> StealTicket >>> TakeTicket >>> Watch >>> >>> The users within that group can see custom fields on the >>> /Ticket/Display.html page. However, they do not see custom fields in the >>> 'Add Criteria' box on the /Search/Build.html page. I experimented by adding >>> global rights to the Everyone group one at a time. When I added >>> SeeCustomField, the CF's appeared in the Add Criteria module on >>> /Build.html. Should this right always be applied globally? Is there >>> something else I am missing? >>> >>> >>> Thanks, >>> >>> Mike >>> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From michael.steen at livetext.com Tue Jun 14 18:46:48 2011 From: michael.steen at livetext.com (Michael Steen) Date: Tue, 14 Jun 2011 17:46:48 -0500 Subject: [rt-users] Rights to Search by CF in 'Add Criteria' Box on /Search/Build.html In-Reply-To: References: Message-ID: Kenn, The rights were given to the group as group rights at the queue level. There are no rights for the group (or for users) at the CF level. Thanks, Mike On Tue, Jun 14, 2011 at 4:40 PM, Kenneth Crocker wrote: > Michael, > > When you applied the CF's to the Queue, did you grant rights to groups > withing that page or did you grant rights to the CF while in the "group > Rights" of the Queue? > > Kenn > LBNL > > > On Tue, Jun 14, 2011 at 2:30 PM, Michael Steen > wrote: > >> Whoops... I neglected to mention that we are selecting the queue first, >> but still not getting the CF's in the Add Criteria list. >> >> It may or may not be relevant, but I should add that we have one group >> which contains the users for the department called Customer Support. The >> Customer Support group has no rights given to it specifically. There is >> another group called Support Actors, to which the queue level rights are >> granted. The Customer Support group (contains the users), is a member of >> the Support Actors group (has the rights). >> >> Basically, I created an Actors, 'read/write,' and a Viewers 'read only,' >> group for each queue. I'm putting 'user groups' into the appropriate 'queue >> rights group' based on what kind of permissions the user group needs. The >> rights seem to trickle down appropriately in other cases. >> >> Thanks, >> >> Mike >> >> >> On Tue, Jun 14, 2011 at 3:24 PM, Kenneth Crocker wrote: >> >>> Michael, >>> >>> At what point can they NOT see the CF's? When they first get into the >>> screen? Try selecting/adding a Queue to the criteria and wait for the >>> results. I suspect you will see the CF's at that point. When building a >>> Query, RT does not know which Cf's to show you until you've selected a >>> Queue. GLOBAL CF's will, of course, always show. >>> >>> Kenn >>> LBNL >>> >>> >>> On Tue, Jun 14, 2011 at 1:07 PM, Michael Steen < >>> michael.steen at livetext.com> wrote: >>> >>>> RT 3.8.9 >>>> >>>> I have a group with these queue level rights: >>>> >>>> Current rights *(Check box to revoke right)* >>>> AssignCustomFields >>>> CommentOnTicket >>>> CreateTicket >>>> DeleteTicket >>>> ForwardMessage >>>> ModifyCustomField >>>> ModifyTicket >>>> OwnTicket >>>> ReplyToTicket >>>> SeeCustomField >>>> SeeQueue >>>> ShowOutgoingEmail >>>> ShowTicket >>>> ShowTicketComments >>>> StealTicket >>>> TakeTicket >>>> Watch >>>> >>>> The users within that group can see custom fields on the >>>> /Ticket/Display.html page. However, they do not see custom fields in the >>>> 'Add Criteria' box on the /Search/Build.html page. I experimented by adding >>>> global rights to the Everyone group one at a time. When I added >>>> SeeCustomField, the CF's appeared in the Add Criteria module on >>>> /Build.html. Should this right always be applied globally? Is there >>>> something else I am missing? >>>> >>>> >>>> Thanks, >>>> >>>> Mike >>>> >>> >>> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Jun 14 19:14:29 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 14 Jun 2011 16:14:29 -0700 Subject: [rt-users] Rights to Search by CF in 'Add Criteria' Box on /Search/Build.html In-Reply-To: References: Message-ID: Michael, Try this; remove the rights to cf's at the queue level and grant them at the CF config screen and see what happens. Kenn LBNL On Tue, Jun 14, 2011 at 3:46 PM, Michael Steen wrote: > Kenn, > > The rights were given to the group as group rights at the queue level. > There are no rights for the group (or for users) at the CF level. > > Thanks, > > Mike > > > On Tue, Jun 14, 2011 at 4:40 PM, Kenneth Crocker wrote: > >> Michael, >> >> When you applied the CF's to the Queue, did you grant rights to groups >> withing that page or did you grant rights to the CF while in the "group >> Rights" of the Queue? >> >> Kenn >> LBNL >> >> >> On Tue, Jun 14, 2011 at 2:30 PM, Michael Steen < >> michael.steen at livetext.com> wrote: >> >>> Whoops... I neglected to mention that we are selecting the queue first, >>> but still not getting the CF's in the Add Criteria list. >>> >>> It may or may not be relevant, but I should add that we have one group >>> which contains the users for the department called Customer Support. The >>> Customer Support group has no rights given to it specifically. There is >>> another group called Support Actors, to which the queue level rights are >>> granted. The Customer Support group (contains the users), is a member of >>> the Support Actors group (has the rights). >>> >>> Basically, I created an Actors, 'read/write,' and a Viewers 'read only,' >>> group for each queue. I'm putting 'user groups' into the appropriate 'queue >>> rights group' based on what kind of permissions the user group needs. The >>> rights seem to trickle down appropriately in other cases. >>> >>> Thanks, >>> >>> Mike >>> >>> >>> On Tue, Jun 14, 2011 at 3:24 PM, Kenneth Crocker wrote: >>> >>>> Michael, >>>> >>>> At what point can they NOT see the CF's? When they first get into the >>>> screen? Try selecting/adding a Queue to the criteria and wait for the >>>> results. I suspect you will see the CF's at that point. When building a >>>> Query, RT does not know which Cf's to show you until you've selected a >>>> Queue. GLOBAL CF's will, of course, always show. >>>> >>>> Kenn >>>> LBNL >>>> >>>> >>>> On Tue, Jun 14, 2011 at 1:07 PM, Michael Steen < >>>> michael.steen at livetext.com> wrote: >>>> >>>>> RT 3.8.9 >>>>> >>>>> I have a group with these queue level rights: >>>>> >>>>> Current rights *(Check box to revoke right)* >>>>> AssignCustomFields >>>>> CommentOnTicket >>>>> CreateTicket >>>>> DeleteTicket >>>>> ForwardMessage >>>>> ModifyCustomField >>>>> ModifyTicket >>>>> OwnTicket >>>>> ReplyToTicket >>>>> SeeCustomField >>>>> SeeQueue >>>>> ShowOutgoingEmail >>>>> ShowTicket >>>>> ShowTicketComments >>>>> StealTicket >>>>> TakeTicket >>>>> Watch >>>>> >>>>> The users within that group can see custom fields on the >>>>> /Ticket/Display.html page. However, they do not see custom fields in the >>>>> 'Add Criteria' box on the /Search/Build.html page. I experimented by adding >>>>> global rights to the Everyone group one at a time. When I added >>>>> SeeCustomField, the CF's appeared in the Add Criteria module on >>>>> /Build.html. Should this right always be applied globally? Is there >>>>> something else I am missing? >>>>> >>>>> >>>>> Thanks, >>>>> >>>>> Mike >>>>> >>>> >>>> >>> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Wed Jun 15 02:06:30 2011 From: bart at pleh.info (Bart) Date: Wed, 15 Jun 2011 08:06:30 +0200 Subject: [rt-users] Need some help with suppliers In-Reply-To: References: Message-ID: Hi, Our suppliers use different systems and the people dealing with them is our supportdesk. So basically any ticket from our supportdesk "could" rely on an action from our suppliers. Creating a "depends on" ticket and giving the supplier a user which becomes owner of that ticket could do it, or we could at least make them requestor for that ticket in order to mail them. I think requestor is the best case for us, the main function we need is the ability to mail towards someone else other then the requestor in the "To" field. (I'll explain below) Something I haven't mentioned, the usual fllow with our supplier is that incidents are called in. So we write down that we've called them + I can make a CF or something like that specifying that it's now with that supplier. But changes are things that we e-mail towards our suppliers (sometimes incidents too), and that specific action isn't possible by default. You can only mail a requestor + CC a few people (or make a comment and CC that towards someone). In that context the CC option is a problem for us since suppliers expect them to be mailed directly (CC usually means, read but don't do anything). We could talk to them about it but I want to avoid it and use mail the way it should be used ;) Best regards, Bart 2011/6/14 Kenneth Crocker > Bart, > > Do all your suppliers have RT? If not, then who in your organization deals > with the suppliers? Perhaps creating a "Child/DependsOn" ticket that is > owned by the person dealing with that particular supplier would work. > > Just a thought. > > Kenn > LBNL > > > On Tue, Jun 14, 2011 at 5:04 AM, Bart wrote: > >> Hi, >> >> I need some help understanding the flow of tickets in RT, specifically how >> to work with suppliers. >> >> In our test setup one questing came forth about sending a ticket to a >> supplier and how to go about it. >> Lets say we have a customer sending us an incident ticket. The incident >> ends up being the problem of our supplier so we need to have the ticket >> depend on a suppliers actions. >> >> Our current setup is pretty much default with two queue's for internal >> departments: >> >> - Queues: >> - Servicedesk: All new e-mails go to this queue. >> - Tech support: Thirdline support for the servicedesk. >> - CF's: >> - A few under users for easy selection of organizations. >> - And a few for the tickets for selecting to what categorie a >> ticket belongs to. >> - In addition I've installed the SLA plugin with two test SLA's. >> >> In our old system we would do these things by assigning a ticket to a >> supplier, does that mean that I would need to create a queue for each >> supplier that we work with for this to work? >> >> I'm guessing "yes", hoping "no", for some suppliers having a queue is ok >> but for allot of other ones it's not ok. We work for the government, some >> direct suppliers are easy to write down as a queue but sometimes a townhall >> needs to fix something which would mean that we have to add roughly 450 >> queue's (one for each townhall). >> >> Anyway, if someone could help me understand how to work with suppliers >> then I'd be extremely gratefull. >> >> >> Best regards, >> >> Bart >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Michael.Polenske at skm-skyline.de Wed Jun 15 04:13:51 2011 From: Michael.Polenske at skm-skyline.de (Michael Polenske) Date: Wed, 15 Jun 2011 10:13:51 +0200 Subject: [rt-users] RT:Extension::QueueWizard In-Reply-To: <20110614191841.GT912@jibsheet.com> References: <20110614191841.GT912@jibsheet.com> Message-ID: Hi Kevin, thanks for your hint. So - at least for me - QueueWizard is not available in 4.0 as I am not able to update the installation framework on my own :-) Thanks and best regards - Michael -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Dienstag, 14. Juni 2011 21:19 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT:Extension::QueueWizard On Tue, Jun 14, 2011 at 11:40:49AM +0200, Michael Polenske wrote: > short question - is RT:Extension::QueueWizard still working with RT 4.0 ? I currenly try to > install it and no success until now L The installation framework hasn't been updated for 3.8 or 4.0 I expect the code would work, but would need updating for plugin compatibility. -kevin From gsollazz at sgul.ac.uk Wed Jun 15 04:56:02 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Wed, 15 Jun 2011 09:56:02 +0100 Subject: [rt-users] limit ticket list display on requestor login In-Reply-To: References: <4DF1E740.2040902@sgul.ac.uk> <892593C9CA8E25458C440A63DDC6774D1E510CA6@DG-HEXMBX02.daisy.group> <4DF21203.4080008@sgul.ac.uk> <4DF5DDF8.4080004@sgul.ac.uk> Message-ID: <4DF873A2.5090504@sgul.ac.uk> Hi Kenneth, that helped a lot, thanks. Pitching is a good idea, although us Europeans don't get baseball too much ;-) I managed to get things working as suggested by you: Global - Roles Requestor: ShowTicket Queue X - System Everyone: CreateTicket SeeQueue with this I get exactly what I'm after: users can see their own tickets only, unless they are given more permissions. However, just a clarification. At some point you write: > "CreateTicket" - This right has NOTHING to do with seeing it, modifying it, > etc. It just means that RT will let someone "CREATE" it. That's it. However, > because you might want to know who created it as well as who wants the work > done, RT keeps track of the "creator" AND the "Requestor". They are not > always the same. I could easily grant "CreateTicket" to everyone and if I > didn't grant "ShowTicket" to anyone, no one would see it except the user > with "SuperUser" rights. > "SeeQueue" - This means you can see a Queue (all if granted Globally) in the > "Drop-down" list of Queues when wanting to create/look at a ticket. If I > grant "SeeQueue" and do not grant "CreateTicket" you will see there are xx > numbers of ticket in a Queue but not be able to create a ticket there. Basically, the way I interpret this means that if I want my users to be able to create tickets via the web interface, I need to provide them with both "CreateTicket" and "SeeQueue". As a side effect, privileged users couldn't be prevented from seeing a list of other people's tickets (albeit not in details) in that queue if I want them to be able to create tickets in that same queue. Is my interpretation of what you write correct? It seems it's missing the effect of "ShowTicket", which allows the grantee to see the list of tickets. A couple of improvements that would be great to have in future are - bulk update of users (e.g. I imported all users as privileged, it turns out I wanted them unprivileged, I wish I could do it from within the interface rather than by scripting). - customising RT at a glance made simpler - I know you can create dashboards, still it seems not that flexible? Thanks again for your kind help and accurate explanation. Best regards, 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 gsollazz at sgul.ac.uk Wed Jun 15 06:33:41 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Wed, 15 Jun 2011 11:33:41 +0100 Subject: [rt-users] Test from e-mail gsollazz, queue Helpdesk Message-ID: <4DF88A85.6000807@sgul.ac.uk> -- ____________________________________ 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 Raed.El-Hames at daisygroupplc.com Wed Jun 15 06:46:38 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Wed, 15 Jun 2011 10:46:38 +0000 Subject: [rt-users] Need some help with suppliers In-Reply-To: References: Message-ID: <892593C9CA8E25458C440A63DDC6774D1E518962@DG-HEXMBX02.daisy.group> Bart: The way I deal with the scenario below is as follow: 1- Customer ticket about their issue with customer as requestor 2- Create depends on ticket to the supplier with the supplier as a requestor 3- We put the customer ticket to status 'on-hold' which we added to the inactive status list 4- We have a scrip that pushes updates from depends on ticket to the Depended on By as comments (it also changes the ticket status to open) , so when the supplier reply back with the solution etc, this update is trickled into the main customer ticket and the customer ticket becomes active again. Hope that helps. Regards; Roy From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bart Sent: 15 June 2011 07:07 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Need some help with suppliers Hi, Our suppliers use different systems and the people dealing with them is our supportdesk. So basically any ticket from our supportdesk "could" rely on an action from our suppliers. Creating a "depends on" ticket and giving the supplier a user which becomes owner of that ticket could do it, or we could at least make them requestor for that ticket in order to mail them. I think requestor is the best case for us, the main function we need is the ability to mail towards someone else other then the requestor in the "To" field. (I'll explain below) Something I haven't mentioned, the usual fllow with our supplier is that incidents are called in. So we write down that we've called them + I can make a CF or something like that specifying that it's now with that supplier. But changes are things that we e-mail towards our suppliers (sometimes incidents too), and that specific action isn't possible by default. You can only mail a requestor + CC a few people (or make a comment and CC that towards someone). In that context the CC option is a problem for us since suppliers expect them to be mailed directly (CC usually means, read but don't do anything). We could talk to them about it but I want to avoid it and use mail the way it should be used ;) Best regards, Bart 2011/6/14 Kenneth Crocker > Bart, Do all your suppliers have RT? If not, then who in your organization deals with the suppliers? Perhaps creating a "Child/DependsOn" ticket that is owned by the person dealing with that particular supplier would work. Just a thought. Kenn LBNL On Tue, Jun 14, 2011 at 5:04 AM, Bart > wrote: Hi, I need some help understanding the flow of tickets in RT, specifically how to work with suppliers. In our test setup one questing came forth about sending a ticket to a supplier and how to go about it. Lets say we have a customer sending us an incident ticket. The incident ends up being the problem of our supplier so we need to have the ticket depend on a suppliers actions. Our current setup is pretty much default with two queue's for internal departments: * Queues: * Servicedesk: All new e-mails go to this queue. * Tech support: Thirdline support for the servicedesk. * CF's: * A few under users for easy selection of organizations. * And a few for the tickets for selecting to what categorie a ticket belongs to. * In addition I've installed the SLA plugin with two test SLA's. In our old system we would do these things by assigning a ticket to a supplier, does that mean that I would need to create a queue for each supplier that we work with for this to work? I'm guessing "yes", hoping "no", for some suppliers having a queue is ok but for allot of other ones it's not ok. We work for the government, some direct suppliers are easy to write down as a queue but sometimes a townhall needs to fix something which would mean that we have to add roughly 450 queue's (one for each townhall). Anyway, if someone could help me understand how to work with suppliers then I'd be extremely gratefull. Best regards, Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Wed Jun 15 07:21:20 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Wed, 15 Jun 2011 12:21:20 +0100 Subject: [rt-users] Test from e-mail gsollazz, queue Helpdesk In-Reply-To: <4DF88A85.6000807@sgul.ac.uk> References: <4DF88A85.6000807@sgul.ac.uk> Message-ID: <4DF895B0.3070505@sgul.ac.uk> Apologies for this, was meant to be sent to our RT instance. G On 15/06/11 11:33, Giuseppe Sollazzo wrote: > -- ____________________________________ 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 ruslan.zakirov at gmail.com Wed Jun 15 08:18:22 2011 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 15 Jun 2011 16:18:22 +0400 Subject: [rt-users] Rights to Search by CF in 'Add Criteria' Box on /Search/Build.html In-Reply-To: References: Message-ID: SeeCustomField right granted on queue level is new and experimental thing. Right granted this way means that user can see all custom fields applied to this queue. It's a bug that it doesn't work in the query builder. Please file a bug report. Regards, Ruslan. From phone. 15.06.2011 0:09 ???????????? "Michael Steen" ???????: > RT 3.8.9 > > I have a group with these queue level rights: > > Current rights *(Check box to revoke right)* > AssignCustomFields > CommentOnTicket > CreateTicket > DeleteTicket > ForwardMessage > ModifyCustomField > ModifyTicket > OwnTicket > ReplyToTicket > SeeCustomField > SeeQueue > ShowOutgoingEmail > ShowTicket > ShowTicketComments > StealTicket > TakeTicket > Watch > > The users within that group can see custom fields on the > /Ticket/Display.html page. However, they do not see custom fields in the > 'Add Criteria' box on the /Search/Build.html page. I experimented by adding > global rights to the Everyone group one at a time. When I added > SeeCustomField, the CF's appeared in the Add Criteria module on > /Build.html. Should this right always be applied globally? Is there > something else I am missing? > > > Thanks, > > Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From dmr234 at registrar.psu.edu Wed Jun 15 08:32:12 2011 From: dmr234 at registrar.psu.edu (derekross) Date: Wed, 15 Jun 2011 05:32:12 -0700 (PDT) Subject: [rt-users] RT4 Forward Ticket Message-ID: <31851009.post@talk.nabble.com> When I try to forward a ticket with RT4, the forwarded email goes through with a body of "This is forward of ticket #xxxxx" with correspondence as an attachment. It does not process my template at all. http error log has this entry: [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Template.pm:449) [Wed Jun 15 12:27:00 2011] [warning]: Template parsing error (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:720) [Wed Jun 15 12:27:00 2011] [warning]: Couldn't generate email using template 'Forward Ticket' (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:723) Any help would be greatly appreciated. Thank you! -- View this message in context: http://old.nabble.com/RT4-Forward-Ticket-tp31851009p31851009.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Albert.Shih at obspm.fr Wed Jun 15 08:40:57 2011 From: Albert.Shih at obspm.fr (Albert Shih) Date: Wed, 15 Jun 2011 14:40:57 +0200 Subject: [rt-users] update multiple ticket Message-ID: <20110615124057.GD28538@obspm.fr> Hi all I would like top use Update Multiples tickets to send a messages using the web interface. But is there any way to include the original messages (because it's different for each tickets) ? Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: mer 15 jui 2011 14:39:38 CEST From trs at bestpractical.com Wed Jun 15 09:32:18 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 15 Jun 2011 09:32:18 -0400 Subject: [rt-users] RT4 Forward Ticket In-Reply-To: <31851009.post@talk.nabble.com> References: <31851009.post@talk.nabble.com> Message-ID: <4DF8B462.7010504@bestpractical.com> On 06/15/2011 08:32 AM, derekross wrote: > > When I try to forward a ticket with RT4, the forwarded email goes through > with a body of "This is forward of ticket #xxxxx" with correspondence as an > attachment. It does not process my template at all. > > http error log has this entry: > > [/opt/rt4/share/html/autohandler:53] > (/opt/rt4/sbin/../lib/RT/Template.pm:449) > [Wed Jun 15 12:27:00 2011] [warning]: Template parsing error > (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:720) > [Wed Jun 15 12:27:00 2011] [warning]: Couldn't generate email using template > 'Forward Ticket' (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:723) As the log messages above say, there was an error parsing your template. The log should have more details above or below the lines you quoted. In the future, providing the _full_ logs from the start is the best way to get a quick answer to the actual problem. Thomas From dmr234 at registrar.psu.edu Wed Jun 15 10:37:50 2011 From: dmr234 at registrar.psu.edu (derekross) Date: Wed, 15 Jun 2011 07:37:50 -0700 (PDT) Subject: [rt-users] RT4 Forward Ticket In-Reply-To: <4DF8B462.7010504@bestpractical.com> References: <31851009.post@talk.nabble.com> <4DF8B462.7010504@bestpractical.com> Message-ID: <31852020.post@talk.nabble.com> If I just put plain text in the Ticket Forward template, the template executes. I was trying to do something like this however. Are params different for forwarding of a ticket? -----my template begin----- Titled: {$Ticket->Subject} has been FORWARDED to you. Please take appropriate action. ----------------------------------------------------------------------------- TICKET INFORMATION: Ticket Number : #{$Ticket->id} Ticket Subject: {$Ticket->Subject} Ticket Description: {$Transaction->Content()} Ticket Created by: {$Ticket->CreatorObj->Name} ----------------------------------------------------------------------------- Thank you, {$Ticket->QueueObj->CorrespondAddress()} -----my template end----- More of the error log with above template: [Wed Jun 15 14:29:31 2011] [error]: Template parsing error: Can't call method "id" on an undefined value at template line 1. Stack: [template:1] [/opt/rt4/sbin/../lib/RT/Template.pm:454] [/opt/rt4/sbin/../lib/RT/Template.pm:410] [/opt/rt4/sbin/../lib/RT/Template.pm:339] [/opt/rt4/sbin/../lib/RT/Template.pm:319] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:564] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:708] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:659] [/opt/rt4/share/html/Ticket/Forward.html:96] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:522] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:271] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Template.pm:449) [Wed Jun 15 14:29:31 2011] [warning]: Template parsing error (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:720) [Wed Jun 15 14:29:31 2011] [warning]: Couldn't generate email using template 'Forward Ticket' (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:723) Thomas Sibley wrote: > > On 06/15/2011 08:32 AM, derekross wrote: >> >> When I try to forward a ticket with RT4, the forwarded email goes through >> with a body of "This is forward of ticket #xxxxx" with correspondence as >> an >> attachment. It does not process my template at all. >> >> http error log has this entry: >> >> [/opt/rt4/share/html/autohandler:53] >> (/opt/rt4/sbin/../lib/RT/Template.pm:449) >> [Wed Jun 15 12:27:00 2011] [warning]: Template parsing error >> (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:720) >> [Wed Jun 15 12:27:00 2011] [warning]: Couldn't generate email using >> template >> 'Forward Ticket' (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:723) > > As the log messages above say, there was an error parsing your template. > The log should have more details above or below the lines you quoted. > In the future, providing the _full_ logs from the start is the best way > to get a quick answer to the actual problem. > > Thomas > > -- View this message in context: http://old.nabble.com/RT4-Forward-Ticket-tp31851009p31852020.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mwlucas at blackhelicopters.org Wed Jun 15 10:51:07 2011 From: mwlucas at blackhelicopters.org (Michael W. Lucas) Date: Wed, 15 Jun 2011 10:51:07 -0400 Subject: [rt-users] full text search, including custom fields? Message-ID: <20110615145107.GA34154@bewilderbeast.blackhelicopters.org> Hi, My users need to be able to search by phone number. That is, they need to be able to search for, say, 301-555-1212, and see all tickets where that number appears. Most of our queues have a custom field for phone numbers, but phone numbers can also appear in message bodies. It appears that a simple search with fulltext: searches only the ticket comments and replies. I'd like to have the fulltext search also check my custom fields. Is there a simple way to achieve this? Running RT 3.8.6 on pgsql and FreeBSD. Thanks for any suggestions, ==ml -- Michael W. Lucas http://www.MichaelWLucas.com/, http://blather.MichaelWLucas.com/ Latest book: Network Flow Analysis http://www.networkflowanalysis.com/ mwlucas at BlackHelicopters.org, Twitter @mwlauthor From falcone at bestpractical.com Wed Jun 15 11:29:14 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 15 Jun 2011 11:29:14 -0400 Subject: [rt-users] limit ticket list display on requestor login In-Reply-To: <4DF873A2.5090504@sgul.ac.uk> References: <4DF1E740.2040902@sgul.ac.uk> <892593C9CA8E25458C440A63DDC6774D1E510CA6@DG-HEXMBX02.daisy.group> <4DF21203.4080008@sgul.ac.uk> <4DF5DDF8.4080004@sgul.ac.uk> <4DF873A2.5090504@sgul.ac.uk> Message-ID: <20110615152914.GW912@jibsheet.com> On Wed, Jun 15, 2011 at 09:56:02AM +0100, Giuseppe Sollazzo wrote: > - customising RT at a glance made simpler - I know you can create > dashboards, still it seems not that flexible? As a SuperUser, Configuration -> Global -> RT at a Glance -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 15 11:31:17 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 15 Jun 2011 11:31:17 -0400 Subject: [rt-users] update multiple ticket In-Reply-To: <20110615124057.GD28538@obspm.fr> References: <20110615124057.GD28538@obspm.fr> Message-ID: <20110615153117.GX912@jibsheet.com> On Wed, Jun 15, 2011 at 02:40:57PM +0200, Albert Shih wrote: > I would like top use Update Multiples tickets to send a messages using the > web interface. But is there any way to include the original messages > (because it's different for each tickets) ? Unfortunately, there isn't a way to include each ticket's original message in the response sent from Bulk Update. You could change your templates to include the original correspondence, but that would affect all other scrips that use that Template. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From gsollazz at sgul.ac.uk Wed Jun 15 11:34:29 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Wed, 15 Jun 2011 16:34:29 +0100 Subject: [rt-users] limit ticket list display on requestor login In-Reply-To: <20110615152914.GW912@jibsheet.com> References: <4DF1E740.2040902@sgul.ac.uk> <892593C9CA8E25458C440A63DDC6774D1E510CA6@DG-HEXMBX02.daisy.group> <4DF21203.4080008@sgul.ac.uk> <4DF5DDF8.4080004@sgul.ac.uk> <4DF873A2.5090504@sgul.ac.uk> <20110615152914.GW912@jibsheet.com> Message-ID: <4DF8D105.7020108@sgul.ac.uk> Yes, Kevin, I know that. What I mean with "flexible" is the capability of customising "RT at a Glance" on a per-group basis. Giuseppe On 15/06/11 16:29, Kevin Falcone wrote: > On Wed, Jun 15, 2011 at 09:56:02AM +0100, Giuseppe Sollazzo wrote: >> - customising RT at a glance made simpler - I know you can create >> dashboards, still it seems not that flexible? > As a SuperUser, Configuration -> Global -> RT at a Glance > > -kevin -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 From falcone at bestpractical.com Wed Jun 15 11:54:18 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 15 Jun 2011 11:54:18 -0400 Subject: [rt-users] Add Priority Field to Update.html In-Reply-To: <32DD3FF116BE9D458E828DA941CF32BB03672618@exchange01.is.foreshore.net> References: <32DD3FF116BE9D458E828DA941CF32BB03672618@exchange01.is.foreshore.net> Message-ID: <20110615155418.GY912@jibsheet.com> On Tue, Jun 14, 2011 at 09:40:01AM +0100, Dave Wells wrote: > What I am trying to do is add a priority field to the Update.html so users can change priority > of a ticket on comment and replies. > > I have had a go at getting this working but can't get the priority field to update when the > comment/reply is saved, I think I'm missing something in Display.html. > > Has anyone had any experience in this and can point me in the right direction. Without knowing what changes you've made, it is almost impossible to say what went wrong. 3.6 should support setting priority and finalpriority from Update.html but since you didn't mention which version of 3.6 you're running (hopefully the versions with security patches) nobody can check. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ruz at bestpractical.com Wed Jun 15 12:01:37 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 15 Jun 2011 20:01:37 +0400 Subject: [rt-users] full text search, including custom fields? In-Reply-To: <20110615145107.GA34154@bewilderbeast.blackhelicopters.org> References: <20110615145107.GA34154@bewilderbeast.blackhelicopters.org> Message-ID: Hi, Not a good idea. It's gonna be slow quickly. Extract all phones mentioned in into a custom field. You can do it with a scrip. On Wed, Jun 15, 2011 at 6:51 PM, Michael W. Lucas wrote: > Hi, > > My users need to be able to search by phone number. That is, they need > to be able to search for, say, 301-555-1212, and see all tickets where > that number appears. ?Most of our queues have a custom field for phone > numbers, but phone numbers can also appear in message bodies. > > It appears that a simple search with fulltext: searches only the > ticket comments and replies. ?I'd like to have the fulltext search > also check my custom fields. ?Is there a simple way to achieve this? > > Running RT 3.8.6 on pgsql and FreeBSD. > > Thanks for any suggestions, > ==ml > > -- > Michael W. Lucas > http://www.MichaelWLucas.com/, http://blather.MichaelWLucas.com/ > Latest book: Network Flow Analysis http://www.networkflowanalysis.com/ > mwlucas at BlackHelicopters.org, Twitter @mwlauthor > -- Best regards, Ruslan. From trs at bestpractical.com Wed Jun 15 12:04:14 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 15 Jun 2011 12:04:14 -0400 Subject: [rt-users] RT4 Forward Ticket In-Reply-To: <31852020.post@talk.nabble.com> References: <31851009.post@talk.nabble.com> <4DF8B462.7010504@bestpractical.com> <31852020.post@talk.nabble.com> Message-ID: <4DF8D7FE.1060809@bestpractical.com> On 06/15/2011 10:37 AM, derekross wrote: > If I just put plain text in the Ticket Forward template, the template > executes. I was trying to do something like this however. Are params > different for forwarding of a ticket? The Forward Ticket template gets $Ticket, the Forward template gets $Ticket and $Transaction. When I try your template below, it blows up on line 9 because $Transaction is not available (as expected). Given your error, I suspect the template you pasted below isn't the full template or you've typoed somewhere. Thomas > -----my template begin----- > > Titled: {$Ticket->Subject} has been FORWARDED to you. Please take > appropriate action. > > ----------------------------------------------------------------------------- > TICKET INFORMATION: > Ticket Number : #{$Ticket->id} > Ticket Subject: {$Ticket->Subject} > > Ticket Description: {$Transaction->Content()} > Ticket Created by: {$Ticket->CreatorObj->Name} > ----------------------------------------------------------------------------- > > > Thank you, > {$Ticket->QueueObj->CorrespondAddress()} > > -----my template end----- From dmr234 at registrar.psu.edu Wed Jun 15 12:50:36 2011 From: dmr234 at registrar.psu.edu (derekross) Date: Wed, 15 Jun 2011 09:50:36 -0700 (PDT) Subject: [rt-users] RT4 Forward Ticket In-Reply-To: <4DF8D7FE.1060809@bestpractical.com> References: <31851009.post@talk.nabble.com> <4DF8B462.7010504@bestpractical.com> <31852020.post@talk.nabble.com> <4DF8D7FE.1060809@bestpractical.com> Message-ID: <31853254.post@talk.nabble.com> I resolved my issue. I was using Ticket Description: {$Transaction->Content()} Thanks. Thomas Sibley wrote: > > On 06/15/2011 10:37 AM, derekross wrote: >> If I just put plain text in the Ticket Forward template, the template >> executes. I was trying to do something like this however. Are params >> different for forwarding of a ticket? > > The Forward Ticket template gets $Ticket, the Forward template gets > $Ticket and $Transaction. When I try your template below, it blows up > on line 9 because $Transaction is not available (as expected). > > Given your error, I suspect the template you pasted below isn't the full > template or you've typoed somewhere. > > Thomas > >> -----my template begin----- >> >> Titled: {$Ticket->Subject} has been FORWARDED to you. Please take >> appropriate action. >> >> ----------------------------------------------------------------------------- >> TICKET INFORMATION: >> Ticket Number : #{$Ticket->id} >> Ticket Subject: {$Ticket->Subject} >> >> Ticket Description: {$Transaction->Content()} >> Ticket Created by: {$Ticket->CreatorObj->Name} >> ----------------------------------------------------------------------------- >> >> >> Thank you, >> {$Ticket->QueueObj->CorrespondAddress()} >> >> -----my template end----- > > -- View this message in context: http://old.nabble.com/RT4-Forward-Ticket-tp31851009p31853254.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From delarosa at buffalo.edu Wed Jun 15 13:03:05 2011 From: delarosa at buffalo.edu (Delarosa, Adalberto) Date: Wed, 15 Jun 2011 13:03:05 -0400 Subject: [rt-users] rt4 database upgrade Message-ID: <87D931F6DE7A074D8C6C5BF22C83EABB142CE5056E@MBCCR4.itorg.ad.buffalo.edu> I am in the mist of moving from RT 3.8.8 to 4.0. I run the update database script and I get the following error: [warning]: DBD::mysql::st execute failed: Duplicate entry '0' for key 'PRIMARY' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:509) [warning]: RT::Handle=HASH(0xa10e3c0) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectType, ObjectId) VALUES (?, ?, ?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa10e3c0)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Owner', 6, 'ExecuteCode', 'RT::System', 1) called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0xa10e3c0)', 'ACL', 'PrincipalType', 'Owner', 'PrincipalId', 6, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm line 36 DBIx::SearchBuilder::Handle::mysql::Insert('RT::Handle=HASH(0xa10e3c0)', 'ACL', 'PrincipalType', 'Owner', 'PrincipalId', 6, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0xba17398)', 'PrincipalType', 'Owner', 'PrincipalId', 6, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0xba17398)', 'PrincipalId', 6, 'PrincipalType', 'Owner', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0xba17398)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0xa1a35c4)', 'PrincipalType', 'Owner', 'PrincipalId', 6, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0xba0a734)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0xa1a35c4)') called at ./etc/upgrade/3.9.1/content line 56 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(0xa10e3c0)', './etc/upgrade/3.9.1/content', 'undef') called at /opt/rt4/sbin/rt-setup-database line 290 main::action_insert('datafile', 'undef', 'action', 'upgrade', 'datadir', './etc/upgrade/3.9.1', 'backcompat', 'ARRAY(0x8975f98)', 'dba', ...) called at /opt/rt4/sbin/rt-setup-database line 396 main::action_upgrade('action', 'upgrade', 'dba', 'root') called at /opt/rt4/sbin/rt-setup-database line 195 (/usr/lib/perl5/5.8.8/Carp.pm:272) [warn]: Unable to grant ExecuteCode on principal 6: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) Any thoughts or ideas would appreciated. Attempting to repair the database with rt-validator returns this error: Couldn't load GM record #0 at ./rt-validator line 433 Thanks in advance =============== Alberto Dela Rosa Director of Information Technology School of Pharmacy and Pharmaceutical Sciences 351 Hochstetter Hall Buffalo, NY 14260 Tel: 716-645-2259 Fax: 716-645-3688 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 5189 bytes Desc: not available URL: From kfcrocker at lbl.gov Wed Jun 15 13:08:28 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 15 Jun 2011 10:08:28 -0700 Subject: [rt-users] limit ticket list display on requestor login In-Reply-To: <4DF873A2.5090504@sgul.ac.uk> References: <4DF1E740.2040902@sgul.ac.uk> <892593C9CA8E25458C440A63DDC6774D1E510CA6@DG-HEXMBX02.daisy.group> <4DF21203.4080008@sgul.ac.uk> <4DF5DDF8.4080004@sgul.ac.uk> <4DF873A2.5090504@sgul.ac.uk> Message-ID: Giuseppe, You said, "Basically, the way I interpret this means that if I want my users to be able to create tickets via the web interface, I need to provide them with both "CreateTicket" and "SeeQueue". As a side effect, privileged users couldn't be prevented from seeing a list of other people's tickets (albeit not in details) in that queue if I want them to be able to create tickets in that same queue. Is my interpretation of what you write correct? It seems it's missing the effect of "ShowTicket", which allows the grantee to see the list of tickets." Yes, that is correct. You CAN, however, modify your configuration (/opt/rt3/etc/RT_SiteConfig.pm) to autocreate as "UnPrivileged". The changes you made looked good, by the way. It's important to understand that *PRIVILEGES CANNOT BE PROHIBITED, ONLY GRANTED*. That means that if I grant a right GLOBALLY, then anything I do for that right at any lower level is *ignored*. *I've already granted that right GLOBALLY*. Rights are HIERARCHICAL (I *REALLY* need to find out how to spell that word correctly ;-). To further understand privileges, let me give you this example: I have over 100 Queues, so I don't want everyone to have such a huge "drop-down" list, so I grant "SeeQueue" to a User-defined group named "XXXX-Users" (where XXXX is the Queue name) at the Queue level. Also, I don't want just anyone to be able to create tickets in this particular Queue so I grant "CreateTicket" to the same Group at the Queue level. I do NOT grant "Create Ticket" ANYWHERE Globally because that would * override* what I wanted at the Queue level FOR THAT RIGHT and allow others to be able to create tickets in this particular Queue, regardless of what I granted at the Queue level. I want my Requestors to see only their ticket, so I grant "ShowTicket" to the Requestor role at the Queue level. Also, I want those same users (XXXX-Users) to be able to update a specific Custom Field (called "Need-By Date") in these tickets so under Config->Custom Fields->(select CF)->Group Rights I grant "SeeCustomField" and "ModifyCustomField" to that group. Now, anyone in that group can see this Queue (on the WebUI), create a ticket (either on the WebUI or Email), See basic metadata in this ticket (except comments because I didn't grant that right) AND be able to see AND update the value in the CF "Need-By Date". I actually have some Custom Fields that I update with values (using scrips) that I use for other functions (like searches and Dashboards, etc) and NO ONE in the system, except a "SuperUser" can see those CF's or Modify them in ANY ticket. This is the kind of flexibility BP has designed into RT. I've always said that everything has a cost. Well, the cost of flexibility is complexity. Some stuff in RT CAN be tough to grasp at first. But once you SEE it, it makes perfect sense. I hope this helps. Let me know if I can be of further assistence. Kenn LBNL On Wed, Jun 15, 2011 at 1:56 AM, Giuseppe Sollazzo wrote: > Hi Kenneth, > that helped a lot, thanks. > > Pitching is a good idea, although us Europeans don't get baseball too much > ;-) > > I managed to get things working as suggested by you: > Global - Roles Requestor: ShowTicket > Queue X - System Everyone: CreateTicket SeeQueue > > with this I get exactly what I'm after: users can see their own tickets > only, unless they are given more permissions. > > > However, just a clarification. At some point you write: > > "CreateTicket" - This right has NOTHING to do with seeing it, modifying >> it, >> etc. It just means that RT will let someone "CREATE" it. That's it. >> However, >> because you might want to know who created it as well as who wants the >> work >> done, RT keeps track of the "creator" AND the "Requestor". They are not >> always the same. I could easily grant "CreateTicket" to everyone and if I >> didn't grant "ShowTicket" to anyone, no one would see it except the user >> with "SuperUser" rights. >> "SeeQueue" - This means you can see a Queue (all if granted Globally) in >> the >> "Drop-down" list of Queues when wanting to create/look at a ticket. If I >> grant "SeeQueue" and do not grant "CreateTicket" you will see there are xx >> numbers of ticket in a Queue but not be able to create a ticket there. >> > Basically, the way I interpret this means that if I want my users to be > able to create tickets via the web interface, I need to provide them with > both "CreateTicket" and "SeeQueue". > As a side effect, privileged users couldn't be prevented from seeing a list > of other people's tickets (albeit not in details) in that queue if I want > them to be able to create tickets in that same queue. > > Is my interpretation of what you write correct? It seems it's missing the > effect of "ShowTicket", which allows the grantee to see the list of tickets. > > A couple of improvements that would be great to have in future are > - bulk update of users (e.g. I imported all users as privileged, it turns > out I wanted them unprivileged, I wish I could do it from within the > interface rather than by scripting). > - customising RT at a glance made simpler - I know you can create > dashboards, still it seems not that flexible? > > > Thanks again for your kind help and accurate explanation. > > Best regards, > > Giuseppe > > > > > > -- > ____________________________________ > > Giuseppe Sollazzo > Senior Systems Analyst > Computing Services > Information Services > St. George's, University Of London > Cranmer Terrace > London SW17 0RE > > Email: gsollazz at sgul.ac.uk > Direct Dial: +44 20 8725 5160 > Fax: +44 20 8725 3583 > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From michael.steen at livetext.com Wed Jun 15 13:11:04 2011 From: michael.steen at livetext.com (Michael Steen) Date: Wed, 15 Jun 2011 12:11:04 -0500 Subject: [rt-users] Rights to Search by CF in 'Add Criteria' Box on /Search/Build.html In-Reply-To: References: Message-ID: Kenn, This does work, but that would mean adding rights for each group on every CF. It would seem to me that the desired function of the SeeCustomField right on the queue level would be to take care of this all at once. Best, Mike On Tue, Jun 14, 2011 at 6:14 PM, Kenneth Crocker wrote: > Michael, > > Try this; remove the rights to cf's at the queue level and grant them at > the CF config screen and see what happens. > > Kenn > LBNL > > > On Tue, Jun 14, 2011 at 3:46 PM, Michael Steen > wrote: > >> Kenn, >> >> The rights were given to the group as group rights at the queue level. >> There are no rights for the group (or for users) at the CF level. >> >> Thanks, >> >> Mike >> >> >> On Tue, Jun 14, 2011 at 4:40 PM, Kenneth Crocker wrote: >> >>> Michael, >>> >>> When you applied the CF's to the Queue, did you grant rights to groups >>> withing that page or did you grant rights to the CF while in the "group >>> Rights" of the Queue? >>> >>> Kenn >>> LBNL >>> >>> >>> On Tue, Jun 14, 2011 at 2:30 PM, Michael Steen < >>> michael.steen at livetext.com> wrote: >>> >>>> Whoops... I neglected to mention that we are selecting the queue first, >>>> but still not getting the CF's in the Add Criteria list. >>>> >>>> It may or may not be relevant, but I should add that we have one group >>>> which contains the users for the department called Customer Support. The >>>> Customer Support group has no rights given to it specifically. There is >>>> another group called Support Actors, to which the queue level rights are >>>> granted. The Customer Support group (contains the users), is a member of >>>> the Support Actors group (has the rights). >>>> >>>> Basically, I created an Actors, 'read/write,' and a Viewers 'read only,' >>>> group for each queue. I'm putting 'user groups' into the appropriate 'queue >>>> rights group' based on what kind of permissions the user group needs. The >>>> rights seem to trickle down appropriately in other cases. >>>> >>>> Thanks, >>>> >>>> Mike >>>> >>>> >>>> On Tue, Jun 14, 2011 at 3:24 PM, Kenneth Crocker wrote: >>>> >>>>> Michael, >>>>> >>>>> At what point can they NOT see the CF's? When they first get into the >>>>> screen? Try selecting/adding a Queue to the criteria and wait for the >>>>> results. I suspect you will see the CF's at that point. When building a >>>>> Query, RT does not know which Cf's to show you until you've selected a >>>>> Queue. GLOBAL CF's will, of course, always show. >>>>> >>>>> Kenn >>>>> LBNL >>>>> >>>>> >>>>> On Tue, Jun 14, 2011 at 1:07 PM, Michael Steen < >>>>> michael.steen at livetext.com> wrote: >>>>> >>>>>> RT 3.8.9 >>>>>> >>>>>> I have a group with these queue level rights: >>>>>> >>>>>> Current rights *(Check box to revoke right)* >>>>>> AssignCustomFields >>>>>> CommentOnTicket >>>>>> CreateTicket >>>>>> DeleteTicket >>>>>> ForwardMessage >>>>>> ModifyCustomField >>>>>> ModifyTicket >>>>>> OwnTicket >>>>>> ReplyToTicket >>>>>> SeeCustomField >>>>>> SeeQueue >>>>>> ShowOutgoingEmail >>>>>> ShowTicket >>>>>> ShowTicketComments >>>>>> StealTicket >>>>>> TakeTicket >>>>>> Watch >>>>>> >>>>>> The users within that group can see custom fields on the >>>>>> /Ticket/Display.html page. However, they do not see custom fields in the >>>>>> 'Add Criteria' box on the /Search/Build.html page. I experimented by adding >>>>>> global rights to the Everyone group one at a time. When I added >>>>>> SeeCustomField, the CF's appeared in the Add Criteria module on >>>>>> /Build.html. Should this right always be applied globally? Is there >>>>>> something else I am missing? >>>>>> >>>>>> >>>>>> Thanks, >>>>>> >>>>>> Mike >>>>>> >>>>> >>>>> >>>> >>> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Jun 15 13:13:57 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 15 Jun 2011 10:13:57 -0700 Subject: [rt-users] update multiple ticket In-Reply-To: <20110615153117.GX912@jibsheet.com> References: <20110615124057.GD28538@obspm.fr> <20110615153117.GX912@jibsheet.com> Message-ID: Albert, Create a new template to show that info, then create a scrip to initiate an email using that scrip based on some criteria that is inclusive of all those tickets, like based on the modification of a certain CF or something. Then do your multiple changes and then afterward, disable the scrip. I've done this many times. Hope this helps. Kenn LBNL On Wed, Jun 15, 2011 at 8:31 AM, Kevin Falcone wrote: > On Wed, Jun 15, 2011 at 02:40:57PM +0200, Albert Shih wrote: > > I would like top use Update Multiples tickets to send a messages using > the > > web interface. But is there any way to include the original messages > > (because it's different for each tickets) ? > > Unfortunately, there isn't a way to include each ticket's original > message in the response sent from Bulk Update. > > You could change your templates to include the original > correspondence, but that would affect all other scrips that use that > Template. > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From michael.steen at livetext.com Wed Jun 15 13:18:35 2011 From: michael.steen at livetext.com (Michael Steen) Date: Wed, 15 Jun 2011 12:18:35 -0500 Subject: [rt-users] Rights to Search by CF in 'Add Criteria' Box on /Search/Build.html In-Reply-To: References: Message-ID: Okay, thanks for the clarification, Ruslan. I'll continue to work around it. With the CF permissions as Kenn suggested (thanks, Kenn). On Wed, Jun 15, 2011 at 7:18 AM, Ruslan Zakirov wrote: > SeeCustomField right granted on queue level is new and experimental thing. > Right granted this way means that user can see all custom fields applied to > this queue. It's a bug that it doesn't work in the query builder. Please > file a bug report. > > Regards, Ruslan. From phone. > 15.06.2011 0:09 ???????????? "Michael Steen" > ???????: > > > RT 3.8.9 > > > > I have a group with these queue level rights: > > > > Current rights *(Check box to revoke right)* > > AssignCustomFields > > CommentOnTicket > > CreateTicket > > DeleteTicket > > ForwardMessage > > ModifyCustomField > > ModifyTicket > > OwnTicket > > ReplyToTicket > > SeeCustomField > > SeeQueue > > ShowOutgoingEmail > > ShowTicket > > ShowTicketComments > > StealTicket > > TakeTicket > > Watch > > > > The users within that group can see custom fields on the > > /Ticket/Display.html page. However, they do not see custom fields in the > > 'Add Criteria' box on the /Search/Build.html page. I experimented by > adding > > global rights to the Everyone group one at a time. When I added > > SeeCustomField, the CF's appeared in the Add Criteria module on > > /Build.html. Should this right always be applied globally? Is there > > something else I am missing? > > > > > > Thanks, > > > > Mike > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Jun 15 13:21:26 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 15 Jun 2011 10:21:26 -0700 Subject: [rt-users] Rights to Search by CF in 'Add Criteria' Box on /Search/Build.html In-Reply-To: References: Message-ID: Michael, Can't argue with you there. But keep in mind that way back in RT 3.4 (earlier?) the only way to see/update a CF was by group. I believe (could be wrong, have been B4) that was intended to allow compartmentalization of CF's for regular users, therefore by giving a group rights, they could use that CF regardless of how many Queues the CF was applied. Maintenance was easier if that CF was User (group) oriented (didn't have to go into each Queue and grant those rights over and over). However, I DO like the option to give CF rights at the Queue level as well, but that right is relatively new and perhaps needs some more work. Kenn LBNL On Wed, Jun 15, 2011 at 10:11 AM, Michael Steen wrote: > Kenn, > > This does work, but that would mean adding rights for each group on every > CF. It would seem to me that the desired function of the SeeCustomField > right on the queue level would be to take care of this all at once. > > Best, > > Mike > > > > On Tue, Jun 14, 2011 at 6:14 PM, Kenneth Crocker wrote: > >> Michael, >> >> Try this; remove the rights to cf's at the queue level and grant them at >> the CF config screen and see what happens. >> >> Kenn >> LBNL >> >> >> On Tue, Jun 14, 2011 at 3:46 PM, Michael Steen < >> michael.steen at livetext.com> wrote: >> >>> Kenn, >>> >>> The rights were given to the group as group rights at the queue level. >>> There are no rights for the group (or for users) at the CF level. >>> >>> Thanks, >>> >>> Mike >>> >>> >>> On Tue, Jun 14, 2011 at 4:40 PM, Kenneth Crocker wrote: >>> >>>> Michael, >>>> >>>> When you applied the CF's to the Queue, did you grant rights to groups >>>> withing that page or did you grant rights to the CF while in the "group >>>> Rights" of the Queue? >>>> >>>> Kenn >>>> LBNL >>>> >>>> >>>> On Tue, Jun 14, 2011 at 2:30 PM, Michael Steen < >>>> michael.steen at livetext.com> wrote: >>>> >>>>> Whoops... I neglected to mention that we are selecting the queue first, >>>>> but still not getting the CF's in the Add Criteria list. >>>>> >>>>> It may or may not be relevant, but I should add that we have one group >>>>> which contains the users for the department called Customer Support. The >>>>> Customer Support group has no rights given to it specifically. There is >>>>> another group called Support Actors, to which the queue level rights are >>>>> granted. The Customer Support group (contains the users), is a member of >>>>> the Support Actors group (has the rights). >>>>> >>>>> Basically, I created an Actors, 'read/write,' and a Viewers 'read >>>>> only,' group for each queue. I'm putting 'user groups' into the appropriate >>>>> 'queue rights group' based on what kind of permissions the user group >>>>> needs. The rights seem to trickle down appropriately in other cases. >>>>> >>>>> Thanks, >>>>> >>>>> Mike >>>>> >>>>> >>>>> On Tue, Jun 14, 2011 at 3:24 PM, Kenneth Crocker wrote: >>>>> >>>>>> Michael, >>>>>> >>>>>> At what point can they NOT see the CF's? When they first get into the >>>>>> screen? Try selecting/adding a Queue to the criteria and wait for the >>>>>> results. I suspect you will see the CF's at that point. When building a >>>>>> Query, RT does not know which Cf's to show you until you've selected a >>>>>> Queue. GLOBAL CF's will, of course, always show. >>>>>> >>>>>> Kenn >>>>>> LBNL >>>>>> >>>>>> >>>>>> On Tue, Jun 14, 2011 at 1:07 PM, Michael Steen < >>>>>> michael.steen at livetext.com> wrote: >>>>>> >>>>>>> RT 3.8.9 >>>>>>> >>>>>>> I have a group with these queue level rights: >>>>>>> >>>>>>> Current rights *(Check box to revoke right)* >>>>>>> AssignCustomFields >>>>>>> CommentOnTicket >>>>>>> CreateTicket >>>>>>> DeleteTicket >>>>>>> ForwardMessage >>>>>>> ModifyCustomField >>>>>>> ModifyTicket >>>>>>> OwnTicket >>>>>>> ReplyToTicket >>>>>>> SeeCustomField >>>>>>> SeeQueue >>>>>>> ShowOutgoingEmail >>>>>>> ShowTicket >>>>>>> ShowTicketComments >>>>>>> StealTicket >>>>>>> TakeTicket >>>>>>> Watch >>>>>>> >>>>>>> The users within that group can see custom fields on the >>>>>>> /Ticket/Display.html page. However, they do not see custom fields in the >>>>>>> 'Add Criteria' box on the /Search/Build.html page. I experimented by adding >>>>>>> global rights to the Everyone group one at a time. When I added >>>>>>> SeeCustomField, the CF's appeared in the Add Criteria module on >>>>>>> /Build.html. Should this right always be applied globally? Is there >>>>>>> something else I am missing? >>>>>>> >>>>>>> >>>>>>> Thanks, >>>>>>> >>>>>>> Mike >>>>>>> >>>>>> >>>>>> >>>>> >>>> >>> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Jun 15 14:45:49 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 15 Jun 2011 14:45:49 -0400 Subject: [rt-users] rt4 database upgrade In-Reply-To: <87D931F6DE7A074D8C6C5BF22C83EABB142CE5056E@MBCCR4.itorg.ad.buffalo.edu> References: <87D931F6DE7A074D8C6C5BF22C83EABB142CE5056E@MBCCR4.itorg.ad.buffalo.edu> Message-ID: <20110615184549.GZ912@jibsheet.com> On Wed, Jun 15, 2011 at 01:03:05PM -0400, Delarosa, Adalberto wrote: > I am in the mist of moving from RT 3.8.8 to 4.0. I run the update database script and I get > the following error: > > > > [warning]: DBD::mysql::st execute failed: Duplicate entry '0' for key 'PRIMARY' at > /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. > (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:509) This points to some sort of corruption with your PRIMARY KEY on the ACL table. You may want to run the mysql check/repair tools on it. > > > Couldn't load GM record #0 at ./rt-validator line 433 That really reads like you have other corruption in your database. You can run rt-validator in --verbose mode to see what it is doing to find a 0, but it seems it is deeper than the RT level. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Hossein.Rafighi at triumf.ca Wed Jun 15 14:55:58 2011 From: Hossein.Rafighi at triumf.ca (Hossein Rafighi) Date: Wed, 15 Jun 2011 11:55:58 -0700 Subject: [rt-users] RT4 Ticket transfer problem In-Reply-To: <31853254.post@talk.nabble.com> References: <31851009.post@talk.nabble.com> <4DF8B462.7010504@bestpractical.com> <31852020.post@talk.nabble.com> <4DF8D7FE.1060809@bestpractical.com> <31853254.post@talk.nabble.com> Message-ID: <4DF9003E.9060200@triumf.ca> Hi all, I recently installed rt4 as a replacement testbed of our existing rt 3.8.7. To the best of my knowledge everything works except when a ticket is transferred from one queue to another. I have two scripts and two simple templates. One to notify the requestor, and the other to notify the Admin(s) of the queue ticket is transferred to. The notify requestor works fine, but the admin doesn't get the template asigned to them. They get the exact same message as the requestror does! These templates/scripts are working fine in our existing 3.8.7. Admin template: The following helpdesk ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} has been forwarded to you for action. Requestor template: RT-Attach-Message: yes {$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon. Transaction: {$Transaction->Description} Queue: {$Ticket->QueueObj->Name} Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject given)"} Owner: {$Ticket->OwnerObj->Name} Requestors: {$Ticket->RequestorAddresses} Status: {$Ticket->Status} Ticket was forwarded to an appropriate queue. For further information please see the following URL: <{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}> Also, I am getting the following errors in the log files: Jun 15 10:48:58 RT: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/opt/rt4/sbin/../lib/RT/ACE.pm:410) Jun 15 10:48:58 RT: Invalid right. Couldn't canonicalize right 'DelegateRights' (/opt/rt4/sbin/../lib/RT/ACE.pm:410) Any advise is greatly appreciated. Hossein -- _____ _____ _____ _ _ _ _ ____ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, CANADA, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_____| \___/ |_| |_||_| Website: http://www.triumf.ca From bart at pleh.info Wed Jun 15 15:35:35 2011 From: bart at pleh.info (Bart) Date: Wed, 15 Jun 2011 21:35:35 +0200 Subject: [rt-users] Need some help with suppliers In-Reply-To: <892593C9CA8E25458C440A63DDC6774D1E518962@DG-HEXMBX02.daisy.group> References: <892593C9CA8E25458C440A63DDC6774D1E518962@DG-HEXMBX02.daisy.group> Message-ID: Hi Roy, That sounds like a very clean solution :-) We were already looking at maybe just using our regular e-mail client for mailing towards the suppliers with RT on the CC but your solution would allow us to really do everything from within RT + I like the idea of making a separate ticket for the supplier. Is the scrip you use something default within RT (can't check it atm but will do next thing tomorrow). Anyway, thanks for the info I'll be sure to give it a try. Best regards, Bart 2011/6/15 Raed El-Hames > Bart: > > > > The way I deal with the scenario below is as follow: > > 1- Customer ticket about their issue with customer as requestor > > 2- Create depends on ticket to the supplier with the supplier as a > requestor > > 3- We put the customer ticket to status ?on-hold? which we added to > the inactive status list > > 4- We have a scrip that pushes updates from depends on ticket to the > Depended on By as comments (it also changes the ticket status to open) , so > when the supplier reply back with the solution etc, this update is trickled > into the main customer ticket and the customer ticket becomes active again. > > Hope that helps. > > > > Regards; > > Roy > > > > > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Bart > *Sent:* 15 June 2011 07:07 > *To:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Need some help with suppliers > > > > Hi, > > Our suppliers use different systems and the people dealing with them is our > supportdesk. So basically any ticket from our supportdesk "could" rely on an > action from our suppliers. > > Creating a "depends on" ticket and giving the supplier a user which becomes > owner of that ticket could do it, or we could at least make them requestor > for that ticket in order to mail them. I think requestor is the best case > for us, the main function we need is the ability to mail towards someone > else other then the requestor in the "To" field. (I'll explain below) > > Something I haven't mentioned, the usual fllow with our supplier is that > incidents are called in. So we write down that we've called them + I can > make a CF or something like that specifying that it's now with that > supplier. > But changes are things that we e-mail towards our suppliers (sometimes > incidents too), and that specific action isn't possible by default. You can > only mail a requestor + CC a few people (or make a comment and CC that > towards someone). In that context the CC option is a problem for us since > suppliers expect them to be mailed directly (CC usually means, read but > don't do anything). > > We could talk to them about it but I want to avoid it and use mail the way > it should be used ;) > > Best regards, > > Bart > > > 2011/6/14 Kenneth Crocker > > Bart, > > Do all your suppliers have RT? If not, then who in your organization deals > with the suppliers? Perhaps creating a "Child/DependsOn" ticket that is > owned by the person dealing with that particular supplier would work. > > Just a thought. > > Kenn > LBNL > > > > On Tue, Jun 14, 2011 at 5:04 AM, Bart wrote: > > Hi, > > I need some help understanding the flow of tickets in RT, specifically how > to work with suppliers. > > In our test setup one questing came forth about sending a ticket to a > supplier and how to go about it. > Lets say we have a customer sending us an incident ticket. The incident > ends up being the problem of our supplier so we need to have the ticket > depend on a suppliers actions. > > Our current setup is pretty much default with two queue's for internal > departments: > > - Queues: > > > - Servicedesk: All new e-mails go to this queue. > - Tech support: Thirdline support for the servicedesk. > > > - CF's: > > > - A few under users for easy selection of organizations. > - And a few for the tickets for selecting to what categorie a ticket > belongs to. > - In addition I've installed the SLA plugin with two test SLA's. > > In our old system we would do these things by assigning a ticket to a > supplier, does that mean that I would need to create a queue for each > supplier that we work with for this to work? > > I'm guessing "yes", hoping "no", for some suppliers having a queue is ok > but for allot of other ones it's not ok. We work for the government, some > direct suppliers are easy to write down as a queue but sometimes a townhall > needs to fix something which would mean that we have to add roughly 450 > queue's (one for each townhall). > > Anyway, if someone could help me understand how to work with suppliers then > I'd be extremely gratefull. > > > Best regards, > > Bart > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jim.greene at gmail.com Wed Jun 15 16:29:55 2011 From: jim.greene at gmail.com (Jim Greene) Date: Wed, 15 Jun 2011 13:29:55 -0700 Subject: [rt-users] How do I unassign a ticket once assigned to a user Message-ID: Hello, I have searched the mailing list, but have yet to find an answer. I have created a ticket, had it assigned to me, but I think would like to be able to go in and unassign the ticket. I click on the dropdown of users, and the - is just not there. I can't see a way to do that. Can someone point me in the correct direction? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaniceto at sekirite.org Wed Jun 15 16:39:52 2011 From: aaniceto at sekirite.org (Alexandre Miguel Aniceto) Date: Wed, 15 Jun 2011 21:39:52 +0100 Subject: [rt-users] Unprivileged Users using REST Message-ID: <66392401-93E3-4FD3-A365-AD8F01337EE4@sekirite.org> Hi all, I have a web portal that is providing requests information related to the logged user, using REST to query RT. It fails to fetch any information from RT unless I change this user to be a privileged user. Isn't it possible to have unprivileged users querying RT using REST? Thanks in advance, Alexandre Miguel Aniceto From change+lists.rt at nightwind.net Wed Jun 15 16:55:29 2011 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Wed, 15 Jun 2011 13:55:29 -0700 Subject: [rt-users] How do I unassign a ticket once assigned to a user In-Reply-To: References: Message-ID: <1308171329.25924.1463592285@webmail.messagingengine.com> On Wed, 15 Jun 2011 13:29 -0700, "Jim Greene" wrote: > I have searched the mailing list, but have yet to find an answer. I have > created a ticket, had it assigned to me, but I think would like to be able > to go in and unassign the ticket. I click on the dropdown of users, and the > - is just not there. I can't see a way to do that. Can someone point me in > the correct direction? You're looking for the user "nobody" From kfcrocker at lbl.gov Wed Jun 15 17:49:08 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 15 Jun 2011 14:49:08 -0700 Subject: [rt-users] How do I unassign a ticket once assigned to a user In-Reply-To: <1308171329.25924.1463592285@webmail.messagingengine.com> References: <1308171329.25924.1463592285@webmail.messagingengine.com> Message-ID: Jim, You have to steal it first OR give whomever you want to re-assign it the right to steal. Kenn LBNL On Wed, Jun 15, 2011 at 1:55 PM, Nick Kartsioukas < change+lists.rt at nightwind.net> wrote: > On Wed, 15 Jun 2011 13:29 -0700, "Jim Greene" > wrote: > > I have searched the mailing list, but have yet to find an answer. I have > > created a ticket, had it assigned to me, but I think would like to be > able > > to go in and unassign the ticket. I click on the dropdown of users, and > the > > - is just not there. I can't see a way to do that. Can someone point me > in > > the correct direction? > > You're looking for the user "nobody" > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Jun 15 17:51:47 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 15 Jun 2011 17:51:47 -0400 Subject: [rt-users] How do I unassign a ticket once assigned to a user In-Reply-To: References: <1308171329.25924.1463592285@webmail.messagingengine.com> Message-ID: <20110615215147.GA912@jibsheet.com> On Wed, Jun 15, 2011 at 02:49:08PM -0700, Kenneth Crocker wrote: > You have to steal it first OR give whomever you want to re-assign it the right to steal. Kenn He owns the ticket, he wants to give it up. As Nick said, he just needs to give it to Nobody -kevin > On Wed, Jun 15, 2011 at 1:55 PM, Nick Kartsioukas <[1]change+lists.rt at nightwind.net> wrote: > > On Wed, 15 Jun 2011 13:29 -0700, "Jim Greene" <[2]jim.greene at gmail.com> > wrote: > > I have searched the mailing list, but have yet to find an answer. I have > > created a ticket, had it assigned to me, but I think would like to be able > > to go in and unassign the ticket. I click on the dropdown of users, and the > > - is just not there. I can't see a way to do that. Can someone point me in > > the correct direction? > > You're looking for the user "nobody" > > References > > Visible links > 1. mailto:change%2Blists.rt at nightwind.net > 2. mailto:jim.greene at gmail.com -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 15 17:52:58 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 15 Jun 2011 17:52:58 -0400 Subject: [rt-users] Unprivileged Users using REST In-Reply-To: <66392401-93E3-4FD3-A365-AD8F01337EE4@sekirite.org> References: <66392401-93E3-4FD3-A365-AD8F01337EE4@sekirite.org> Message-ID: <20110615215258.GB912@jibsheet.com> On Wed, Jun 15, 2011 at 09:39:52PM +0100, Alexandre Miguel Aniceto wrote: > I have a web portal that is providing requests information related to the logged user, using REST to query RT. > It fails to fetch any information from RT unless I change this user to be a privileged user. > Isn't it possible to have unprivileged users querying RT using REST? You'd have to mark the REST interface as accessible to Unprivileged users. You can find the configuration regexp for that in your RT_Config.pm and modify it in your RT_SiteConfig.pm -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kfcrocker at lbl.gov Wed Jun 15 18:36:39 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 15 Jun 2011 15:36:39 -0700 Subject: [rt-users] How do I unassign a ticket once assigned to a user In-Reply-To: <20110615215147.GA912@jibsheet.com> References: <1308171329.25924.1463592285@webmail.messagingengine.com> <20110615215147.GA912@jibsheet.com> Message-ID: Kevin, OPPS! I must have mis-read. thought he wanted to assign it to someone else. Sorry. Kenn LBNL On Wed, Jun 15, 2011 at 2:51 PM, Kevin Falcone wrote: > On Wed, Jun 15, 2011 at 02:49:08PM -0700, Kenneth Crocker wrote: > > You have to steal it first OR give whomever you want to re-assign it > the right to steal. > > Kenn > > He owns the ticket, he wants to give it up. > > As Nick said, he just needs to give it to Nobody > > -kevin > > > On Wed, Jun 15, 2011 at 1:55 PM, Nick Kartsioukas <[1] > change+lists.rt at nightwind.net> wrote: > > > > On Wed, 15 Jun 2011 13:29 -0700, "Jim Greene" <[2] > jim.greene at gmail.com> > > wrote: > > > I have searched the mailing list, but have yet to find an answer. > I have > > > created a ticket, had it assigned to me, but I think would like to > be able > > > to go in and unassign the ticket. I click on the dropdown of > users, and the > > > - is just not there. I can't see a way to do that. Can someone > point me in > > > the correct direction? > > > > You're looking for the user "nobody" > > > > References > > > > Visible links > > 1. mailto:change%2Blists.rt at nightwind.net > > 2. mailto:jim.greene at gmail.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Jun 15 18:37:27 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 15 Jun 2011 15:37:27 -0700 Subject: [rt-users] How do I unassign a ticket once assigned to a user In-Reply-To: References: <1308171329.25924.1463592285@webmail.messagingengine.com> <20110615215147.GA912@jibsheet.com> Message-ID: Geez I'm typing horribly. I meant I thought he HAD assigned it to someone and now wanted to assign it to someone else. On Wed, Jun 15, 2011 at 3:36 PM, Kenneth Crocker wrote: > Kevin, > > OPPS! I must have mis-read. thought he wanted to assign it to someone else. > Sorry. > > Kenn > LBNL > > > On Wed, Jun 15, 2011 at 2:51 PM, Kevin Falcone wrote: > >> On Wed, Jun 15, 2011 at 02:49:08PM -0700, Kenneth Crocker wrote: >> > You have to steal it first OR give whomever you want to re-assign it >> the right to steal. >> >> Kenn >> >> He owns the ticket, he wants to give it up. >> >> As Nick said, he just needs to give it to Nobody >> >> -kevin >> >> > On Wed, Jun 15, 2011 at 1:55 PM, Nick Kartsioukas <[1] >> change+lists.rt at nightwind.net> wrote: >> > >> > On Wed, 15 Jun 2011 13:29 -0700, "Jim Greene" <[2] >> jim.greene at gmail.com> >> > wrote: >> > > I have searched the mailing list, but have yet to find an answer. >> I have >> > > created a ticket, had it assigned to me, but I think would like >> to be able >> > > to go in and unassign the ticket. I click on the dropdown of >> users, and the >> > > - is just not there. I can't see a way to do that. Can someone >> point me in >> > > the correct direction? >> > >> > You're looking for the user "nobody" >> > >> > References >> > >> > Visible links >> > 1. mailto:change%2Blists.rt at nightwind.net >> > 2. mailto:jim.greene at gmail.com >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Tobias.Nebel at iav.de Thu Jun 16 03:32:59 2011 From: Tobias.Nebel at iav.de (Tobias Nebel) Date: Thu, 16 Jun 2011 09:32:59 +0200 Subject: [rt-users] [RT4] login problems after update Message-ID: Hello, we updated our RT from version 3.6.x to 4.0.0. all RT features works and the new version is great :) but one problem we have: after the databasetransfer all users can login in RT. but when they logout from RT and try another login, RT say, that the login credentials are wrong. so we must update (update Users SET Password=md5('password') where Name='login';) the credentials with mysql. than the user can login one time again. when i look in the database, the md5 hashsum changed after every login. so it is no wonder why the logins failed. i checked the dependencies again and validated the database with rt-validator, everything looks fine. have someone a tip for me to find the problem? thanks in advance Tobias Nebel IT-Systeme und Tools, VM-F11 IAV GmbH Rockwellstrasse 16 38518 GIFHORN GERMANY Tel.: +49 5371 805 - 3611 Handy: +49 160 8944187 E-Mail: Internet: http://www.iav.com Sitz/Registered Office: Berlin, Registergericht/Registration Court: Amtsgericht Charlottenburg, Registernummer/Company Registration Number: HRB 21 280, Gesch?ftsf?hrer/Managing Directors: Kurt Blumenr?der, Michael Schubert, Dr. R?diger Goyk -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Thu Jun 16 04:39:09 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Thu, 16 Jun 2011 09:39:09 +0100 Subject: [rt-users] limit ticket list display on requestor login In-Reply-To: References: <4DF1E740.2040902@sgul.ac.uk> <892593C9CA8E25458C440A63DDC6774D1E510CA6@DG-HEXMBX02.daisy.group> <4DF21203.4080008@sgul.ac.uk> <4DF5DDF8.4080004@sgul.ac.uk> <4DF873A2.5090504@sgul.ac.uk> Message-ID: <4DF9C12D.1050306@sgul.ac.uk> Hi Kenneth, thanks for the clarification - much appreciated. The way privileges work is more similar to CSS than Data Base permissions, I would say. Which makes perfect sense in this kind of context, as it simplifies greatly the work of admins. We are a much smaller institution than you are I guess, so our Queues are limited in number luckily. Still the hierarchical approach makes it very easy. I think this e-mail conversation would make a perfect example for beginners on the wiki. And btw, all native British English speakers agree on your spelling of 'Hierarchical' :-P Many thanks, Giuseppe On 15/06/11 18:08, Kenneth Crocker wrote: > Giuseppe, > > You said, "Basically, the way I interpret this means that if I want my users > to be able to create tickets via the web interface, I need to provide them > with both "CreateTicket" and "SeeQueue". > As a side effect, privileged users couldn't be prevented from seeing a list > of other people's tickets (albeit not in details) in that queue if I want > them to be able to create tickets in that same queue. > > Is my interpretation of what you write correct? It seems it's missing the > effect of "ShowTicket", which allows the grantee to see the list of > tickets." > > Yes, that is correct. You CAN, however, modify your configuration > (/opt/rt3/etc/RT_SiteConfig.pm) to autocreate as "UnPrivileged". > > The changes you made looked good, by the way. > > It's important to understand that *PRIVILEGES CANNOT BE PROHIBITED, ONLY > GRANTED*. That means that if I grant a right GLOBALLY, then anything I do > for that right at any lower level is *ignored*. *I've already granted that > right GLOBALLY*. Rights are HIERARCHICAL (I *REALLY* need to find out how to > spell that word correctly ;-). > > To further understand privileges, let me give you this example: > > I have over 100 Queues, so I don't want everyone to have such a huge > "drop-down" list, so I grant "SeeQueue" to a User-defined group named > "XXXX-Users" (where XXXX is the Queue name) at the Queue level. > > Also, I don't want just anyone to be able to create tickets in this > particular Queue so I grant "CreateTicket" to the same Group at the Queue > level. I do NOT grant "Create Ticket" ANYWHERE Globally because that would * > override* what I wanted at the Queue level FOR THAT RIGHT and allow others > to be able to create tickets in this particular Queue, regardless of what I > granted at the Queue level. > > I want my Requestors to see only their ticket, so I grant "ShowTicket" to > the Requestor role at the Queue level. > > Also, I want those same users (XXXX-Users) to be able to update a specific > Custom Field (called "Need-By Date") in these tickets so under > Config->Custom Fields->(select CF)->Group Rights I grant "SeeCustomField" > and "ModifyCustomField" to that group. > > Now, anyone in that group can see this Queue (on the WebUI), create a ticket > (either on the WebUI or Email), See basic metadata in this ticket (except > comments because I didn't grant that right) AND be able to see AND update > the value in the CF "Need-By Date". > > I actually have some Custom Fields that I update with values (using scrips) > that I use for other functions (like searches and Dashboards, etc) and NO > ONE in the system, except a "SuperUser" can see those CF's or Modify them in > ANY ticket. > > This is the kind of flexibility BP has designed into RT. I've always said > that everything has a cost. Well, the cost of flexibility is complexity. > Some stuff in RT CAN be tough to grasp at first. But once you SEE it, it > makes perfect sense. > > I hope this helps. Let me know if I can be of further assistence. > > Kenn > LBNL > > > On Wed, Jun 15, 2011 at 1:56 AM, Giuseppe Sollazzowrote: > >> Hi Kenneth, >> that helped a lot, thanks. >> >> Pitching is a good idea, although us Europeans don't get baseball too much >> ;-) >> >> I managed to get things working as suggested by you: >> Global - Roles Requestor: ShowTicket >> Queue X - System Everyone: CreateTicket SeeQueue >> >> with this I get exactly what I'm after: users can see their own tickets >> only, unless they are given more permissions. >> >> >> However, just a clarification. At some point you write: >> >> "CreateTicket" - This right has NOTHING to do with seeing it, modifying >>> it, >>> etc. It just means that RT will let someone "CREATE" it. That's it. >>> However, >>> because you might want to know who created it as well as who wants the >>> work >>> done, RT keeps track of the "creator" AND the "Requestor". They are not >>> always the same. I could easily grant "CreateTicket" to everyone and if I >>> didn't grant "ShowTicket" to anyone, no one would see it except the user >>> with "SuperUser" rights. >>> "SeeQueue" - This means you can see a Queue (all if granted Globally) in >>> the >>> "Drop-down" list of Queues when wanting to create/look at a ticket. If I >>> grant "SeeQueue" and do not grant "CreateTicket" you will see there are xx >>> numbers of ticket in a Queue but not be able to create a ticket there. >>> >> Basically, the way I interpret this means that if I want my users to be >> able to create tickets via the web interface, I need to provide them with >> both "CreateTicket" and "SeeQueue". >> As a side effect, privileged users couldn't be prevented from seeing a list >> of other people's tickets (albeit not in details) in that queue if I want >> them to be able to create tickets in that same queue. >> >> Is my interpretation of what you write correct? It seems it's missing the >> effect of "ShowTicket", which allows the grantee to see the list of tickets. >> >> A couple of improvements that would be great to have in future are >> - bulk update of users (e.g. I imported all users as privileged, it turns >> out I wanted them unprivileged, I wish I could do it from within the >> interface rather than by scripting). >> - customising RT at a glance made simpler - I know you can create >> dashboards, still it seems not that flexible? >> >> >> Thanks again for your kind help and accurate explanation. >> >> Best regards, >> >> 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 >> >> >> -- ____________________________________ 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 fabrice82 at gmail.com Thu Jun 16 05:00:24 2011 From: fabrice82 at gmail.com (Fabrice) Date: Thu, 16 Jun 2011 11:00:24 +0200 Subject: [rt-users] Group Right question Message-ID: Dear List, I m searching a way that one group can change queue on a ticket without seeing all the tickets of this destination queue. Is it possible ? Can someone help me ? :) Minifab -------------- next part -------------- An HTML attachment was scrubbed... URL: From Albert.Shih at obspm.fr Thu Jun 16 05:12:18 2011 From: Albert.Shih at obspm.fr (Albert Shih) Date: Thu, 16 Jun 2011 11:12:18 +0200 Subject: [rt-users] update multiple ticket In-Reply-To: <20110615153117.GX912@jibsheet.com> References: <20110615124057.GD28538@obspm.fr> <20110615153117.GX912@jibsheet.com> Message-ID: <20110616091218.GE31369@obspm.fr> Le 15/06/2011 ? 11:31:17-0400, Kevin Falcone a ?crit > On Wed, Jun 15, 2011 at 02:40:57PM +0200, Albert Shih wrote: > > I would like top use Update Multiples tickets to send a messages using the > > web interface. But is there any way to include the original messages > > (because it's different for each tickets) ? > > Unfortunately, there isn't a way to include each ticket's original > message in the response sent from Bulk Update. > > You could change your templates to include the original > correspondence, but that would affect all other scrips that use that > Template. Thanks for the tips. I'm going to create a temporaly queue for thats and apply this template only to that queue. Last question (from newbie user) : What's the term to include original correspondence ? Thanks again. Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: jeu 16 jui 2011 11:10:46 CEST From Raed.El-Hames at daisygroupplc.com Thu Jun 16 05:30:14 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Thu, 16 Jun 2011 09:30:14 +0000 Subject: [rt-users] Need some help with suppliers In-Reply-To: References: <892593C9CA8E25458C440A63DDC6774D1E518962@DG-HEXMBX02.daisy.group> Message-ID: <892593C9CA8E25458C440A63DDC6774D1E51913E@DG-HEXMBX02.daisy.group> Hi Bart, The scrip that trickle the update from one ticket to another is something I've written, I don't have my rt available to me at the moment , if you need it drop me a note so I can send it to you when I can, If I remember rightly there was a very similar example scrip on the RT wiki. Regards; Roy From: pleh.info at gmail.com [mailto:pleh.info at gmail.com] On Behalf Of Bart Sent: 15 June 2011 20:36 To: Raed El-Hames Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Need some help with suppliers Hi Roy, That sounds like a very clean solution :-) We were already looking at maybe just using our regular e-mail client for mailing towards the suppliers with RT on the CC but your solution would allow us to really do everything from within RT + I like the idea of making a separate ticket for the supplier. Is the scrip you use something default within RT (can't check it atm but will do next thing tomorrow). Anyway, thanks for the info I'll be sure to give it a try. Best regards, Bart 2011/6/15 Raed El-Hames > Bart: The way I deal with the scenario below is as follow: 1- Customer ticket about their issue with customer as requestor 2- Create depends on ticket to the supplier with the supplier as a requestor 3- We put the customer ticket to status 'on-hold' which we added to the inactive status list 4- We have a scrip that pushes updates from depends on ticket to the Depended on By as comments (it also changes the ticket status to open) , so when the supplier reply back with the solution etc, this update is trickled into the main customer ticket and the customer ticket becomes active again. Hope that helps. Regards; Roy From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bart Sent: 15 June 2011 07:07 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Need some help with suppliers Hi, Our suppliers use different systems and the people dealing with them is our supportdesk. So basically any ticket from our supportdesk "could" rely on an action from our suppliers. Creating a "depends on" ticket and giving the supplier a user which becomes owner of that ticket could do it, or we could at least make them requestor for that ticket in order to mail them. I think requestor is the best case for us, the main function we need is the ability to mail towards someone else other then the requestor in the "To" field. (I'll explain below) Something I haven't mentioned, the usual fllow with our supplier is that incidents are called in. So we write down that we've called them + I can make a CF or something like that specifying that it's now with that supplier. But changes are things that we e-mail towards our suppliers (sometimes incidents too), and that specific action isn't possible by default. You can only mail a requestor + CC a few people (or make a comment and CC that towards someone). In that context the CC option is a problem for us since suppliers expect them to be mailed directly (CC usually means, read but don't do anything). We could talk to them about it but I want to avoid it and use mail the way it should be used ;) Best regards, Bart 2011/6/14 Kenneth Crocker > Bart, Do all your suppliers have RT? If not, then who in your organization deals with the suppliers? Perhaps creating a "Child/DependsOn" ticket that is owned by the person dealing with that particular supplier would work. Just a thought. Kenn LBNL On Tue, Jun 14, 2011 at 5:04 AM, Bart > wrote: Hi, I need some help understanding the flow of tickets in RT, specifically how to work with suppliers. In our test setup one questing came forth about sending a ticket to a supplier and how to go about it. Lets say we have a customer sending us an incident ticket. The incident ends up being the problem of our supplier so we need to have the ticket depend on a suppliers actions. Our current setup is pretty much default with two queue's for internal departments: * Queues: * Servicedesk: All new e-mails go to this queue. * Tech support: Thirdline support for the servicedesk. * CF's: * A few under users for easy selection of organizations. * And a few for the tickets for selecting to what categorie a ticket belongs to. * In addition I've installed the SLA plugin with two test SLA's. In our old system we would do these things by assigning a ticket to a supplier, does that mean that I would need to create a queue for each supplier that we work with for this to work? I'm guessing "yes", hoping "no", for some suppliers having a queue is ok but for allot of other ones it's not ok. We work for the government, some direct suppliers are easy to write down as a queue but sometimes a townhall needs to fix something which would mean that we have to add roughly 450 queue's (one for each townhall). Anyway, if someone could help me understand how to work with suppliers then I'd be extremely gratefull. Best regards, Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaniceto at sekirite.org Thu Jun 16 05:34:11 2011 From: aaniceto at sekirite.org (Alexandre Miguel Aniceto) Date: Thu, 16 Jun 2011 10:34:11 +0100 Subject: [rt-users] Unprivileged Users using REST In-Reply-To: <20110615215258.GB912@jibsheet.com> References: <66392401-93E3-4FD3-A365-AD8F01337EE4@sekirite.org> <20110615215258.GB912@jibsheet.com> Message-ID: <69AD12CD-DEEA-4F4C-BD50-85376137FDE1@sekirite.org> Kevin, Perfect. I changed the parameter to: Set($SelfServiceRegex, qr!^(?:/+SelfService/ | /+REST/)!x ); Now it's working. Thanks a lot for your help. ./AA On Jun 15, 2011, at 22:52 , Kevin Falcone wrote: > On Wed, Jun 15, 2011 at 09:39:52PM +0100, Alexandre Miguel Aniceto wrote: >> I have a web portal that is providing requests information related to the logged user, using REST to query RT. >> It fails to fetch any information from RT unless I change this user to be a privileged user. >> Isn't it possible to have unprivileged users querying RT using REST? > > You'd have to mark the REST interface as accessible to Unprivileged > users. You can find the configuration regexp for that in your > RT_Config.pm and modify it in your RT_SiteConfig.pm > > -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Thu Jun 16 05:39:57 2011 From: bart at pleh.info (Bart) Date: Thu, 16 Jun 2011 11:39:57 +0200 Subject: [rt-users] Need some help with suppliers In-Reply-To: <892593C9CA8E25458C440A63DDC6774D1E51913E@DG-HEXMBX02.daisy.group> References: <892593C9CA8E25458C440A63DDC6774D1E518962@DG-HEXMBX02.daisy.group> <892593C9CA8E25458C440A63DDC6774D1E51913E@DG-HEXMBX02.daisy.group> Message-ID: Hi, Was this the sample script you used on the wiki? http://requesttracker.wikia.com/wiki/OpenDependantsOnResolve > Best regards, Bart 2011/6/16 Raed El-Hames > Hi Bart, > > > > The scrip that trickle the update from one ticket to another is something > I?ve written, > > I don?t have my rt available to me at the moment , if you need it drop me a > note so I can send it to you when I can, If I remember rightly there was a > very similar example scrip on the RT wiki. > > > > Regards; > > Roy > > > > > > *From:* pleh.info at gmail.com [mailto:pleh.info at gmail.com] *On Behalf Of * > Bart > *Sent:* 15 June 2011 20:36 > *To:* Raed El-Hames > *Cc:* rt-users at lists.bestpractical.com > > *Subject:* Re: [rt-users] Need some help with suppliers > > > > Hi Roy, > > > > That sounds like a very clean solution :-) > > > > We were already looking at maybe just using our regular e-mail client for > mailing towards the suppliers with RT on the CC but your solution would > allow us to really do everything from within RT + I like the idea of making > a separate ticket for the supplier. > > > > Is the scrip you use something default within RT (can't check it atm but > will do next thing tomorrow). > > > > Anyway, thanks for the info I'll be sure to give it a try. > > > Best regards, > > Bart > > > 2011/6/15 Raed El-Hames > > Bart: > > > > The way I deal with the scenario below is as follow: > > 1- Customer ticket about their issue with customer as requestor > > 2- Create depends on ticket to the supplier with the supplier as a > requestor > > 3- We put the customer ticket to status ?on-hold? which we added to > the inactive status list > > 4- We have a scrip that pushes updates from depends on ticket to the > Depended on By as comments (it also changes the ticket status to open) , so > when the supplier reply back with the solution etc, this update is trickled > into the main customer ticket and the customer ticket becomes active again. > > Hope that helps. > > > > Regards; > > Roy > > > > > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Bart > *Sent:* 15 June 2011 07:07 > *To:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Need some help with suppliers > > > > Hi, > > Our suppliers use different systems and the people dealing with them is our > supportdesk. So basically any ticket from our supportdesk "could" rely on an > action from our suppliers. > > Creating a "depends on" ticket and giving the supplier a user which becomes > owner of that ticket could do it, or we could at least make them requestor > for that ticket in order to mail them. I think requestor is the best case > for us, the main function we need is the ability to mail towards someone > else other then the requestor in the "To" field. (I'll explain below) > > Something I haven't mentioned, the usual fllow with our supplier is that > incidents are called in. So we write down that we've called them + I can > make a CF or something like that specifying that it's now with that > supplier. > But changes are things that we e-mail towards our suppliers (sometimes > incidents too), and that specific action isn't possible by default. You can > only mail a requestor + CC a few people (or make a comment and CC that > towards someone). In that context the CC option is a problem for us since > suppliers expect them to be mailed directly (CC usually means, read but > don't do anything). > > We could talk to them about it but I want to avoid it and use mail the way > it should be used ;) > > Best regards, > > Bart > > 2011/6/14 Kenneth Crocker > > Bart, > > Do all your suppliers have RT? If not, then who in your organization deals > with the suppliers? Perhaps creating a "Child/DependsOn" ticket that is > owned by the person dealing with that particular supplier would work. > > Just a thought. > > Kenn > LBNL > > > > On Tue, Jun 14, 2011 at 5:04 AM, Bart wrote: > > Hi, > > I need some help understanding the flow of tickets in RT, specifically how > to work with suppliers. > > In our test setup one questing came forth about sending a ticket to a > supplier and how to go about it. > Lets say we have a customer sending us an incident ticket. The incident > ends up being the problem of our supplier so we need to have the ticket > depend on a suppliers actions. > > Our current setup is pretty much default with two queue's for internal > departments: > > - Queues: > > > - Servicedesk: All new e-mails go to this queue. > - Tech support: Thirdline support for the servicedesk. > > > - CF's: > > > - A few under users for easy selection of organizations. > - And a few for the tickets for selecting to what categorie a ticket > belongs to. > - In addition I've installed the SLA plugin with two test SLA's. > > In our old system we would do these things by assigning a ticket to a > supplier, does that mean that I would need to create a queue for each > supplier that we work with for this to work? > > I'm guessing "yes", hoping "no", for some suppliers having a queue is ok > but for allot of other ones it's not ok. We work for the government, some > direct suppliers are easy to write down as a queue but sometimes a townhall > needs to fix something which would mean that we have to add roughly 450 > queue's (one for each townhall). > > Anyway, if someone could help me understand how to work with suppliers then > I'd be extremely gratefull. > > > Best regards, > > Bart > > > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jun 16 08:42:15 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 16 Jun 2011 08:42:15 -0400 Subject: [rt-users] [RT4] login problems after update In-Reply-To: References: Message-ID: <20110616124215.GC912@jibsheet.com> On Thu, Jun 16, 2011 at 09:32:59AM +0200, Tobias Nebel wrote: > we updated our RT from version 3.6.x to 4.0.0. all RT features works and the new version is > great :) but one problem we have: > > after the databasetransfer all users can login in RT. but when they logout from RT and try > another login, RT say, that the login credentials are wrong. so we must update (update Users > SET Password=md5('password') where Name='login';) the credentials with mysql. than the user > can login one time again. when i look in the database, the md5 hashsum changed after every > login. so it is no wonder why the logins failed. > i checked the dependencies again and validated the database with rt-validator, everything > looks fine. have someone a tip for me to find the problem? Please show the output of SHOW CREATE TABLE Users; -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jun 16 08:43:00 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 16 Jun 2011 08:43:00 -0400 Subject: [rt-users] Group Right question In-Reply-To: References: Message-ID: <20110616124300.GD912@jibsheet.com> On Thu, Jun 16, 2011 at 11:00:24AM +0200, Fabrice wrote: > I m searching a way that one group can change queue on a ticket without seeing all the tickets > of this destination queue. > Is it possible ? Can someone help me ? :) Give them SeeQueue but not ShowTicket on that Queue -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Raed.El-Hames at daisygroupplc.com Thu Jun 16 09:00:42 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Thu, 16 Jun 2011 13:00:42 +0000 Subject: [rt-users] Need some help with suppliers In-Reply-To: References: <892593C9CA8E25458C440A63DDC6774D1E518962@DG-HEXMBX02.daisy.group> <892593C9CA8E25458C440A63DDC6774D1E51913E@DG-HEXMBX02.daisy.group> Message-ID: <892593C9CA8E25458C440A63DDC6774D1E51925C@DG-HEXMBX02.daisy.group> Bart, The scrip on that page is very similar to the one I used,to push the correspondence into the ticket, Before the while: my $update = $self->TransactionObj->Content(); during the while loop add: $l->BaseObj->Comment(Content=> "$update"); #or something similar .. Regards; Roy From: pleh.info at gmail.com [mailto:pleh.info at gmail.com] On Behalf Of Bart Sent: 16 June 2011 10:40 To: Raed El-Hames Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Need some help with suppliers Hi, Was this the sample script you used on the wiki? http://requesttracker.wikia.com/wiki/OpenDependantsOnResolve Best regards, Bart 2011/6/16 Raed El-Hames > Hi Bart, The scrip that trickle the update from one ticket to another is something I've written, I don't have my rt available to me at the moment , if you need it drop me a note so I can send it to you when I can, If I remember rightly there was a very similar example scrip on the RT wiki. Regards; Roy From: pleh.info@gmail.com [mailto:pleh.info at gmail.com] On Behalf Of Bart Sent: 15 June 2011 20:36 To: Raed El-Hames Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Need some help with suppliers Hi Roy, That sounds like a very clean solution :-) We were already looking at maybe just using our regular e-mail client for mailing towards the suppliers with RT on the CC but your solution would allow us to really do everything from within RT + I like the idea of making a separate ticket for the supplier. Is the scrip you use something default within RT (can't check it atm but will do next thing tomorrow). Anyway, thanks for the info I'll be sure to give it a try. Best regards, Bart 2011/6/15 Raed El-Hames > Bart: The way I deal with the scenario below is as follow: 1- Customer ticket about their issue with customer as requestor 2- Create depends on ticket to the supplier with the supplier as a requestor 3- We put the customer ticket to status 'on-hold' which we added to the inactive status list 4- We have a scrip that pushes updates from depends on ticket to the Depended on By as comments (it also changes the ticket status to open) , so when the supplier reply back with the solution etc, this update is trickled into the main customer ticket and the customer ticket becomes active again. Hope that helps. Regards; Roy From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bart Sent: 15 June 2011 07:07 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Need some help with suppliers Hi, Our suppliers use different systems and the people dealing with them is our supportdesk. So basically any ticket from our supportdesk "could" rely on an action from our suppliers. Creating a "depends on" ticket and giving the supplier a user which becomes owner of that ticket could do it, or we could at least make them requestor for that ticket in order to mail them. I think requestor is the best case for us, the main function we need is the ability to mail towards someone else other then the requestor in the "To" field. (I'll explain below) Something I haven't mentioned, the usual fllow with our supplier is that incidents are called in. So we write down that we've called them + I can make a CF or something like that specifying that it's now with that supplier. But changes are things that we e-mail towards our suppliers (sometimes incidents too), and that specific action isn't possible by default. You can only mail a requestor + CC a few people (or make a comment and CC that towards someone). In that context the CC option is a problem for us since suppliers expect them to be mailed directly (CC usually means, read but don't do anything). We could talk to them about it but I want to avoid it and use mail the way it should be used ;) Best regards, Bart 2011/6/14 Kenneth Crocker > Bart, Do all your suppliers have RT? If not, then who in your organization deals with the suppliers? Perhaps creating a "Child/DependsOn" ticket that is owned by the person dealing with that particular supplier would work. Just a thought. Kenn LBNL On Tue, Jun 14, 2011 at 5:04 AM, Bart > wrote: Hi, I need some help understanding the flow of tickets in RT, specifically how to work with suppliers. In our test setup one questing came forth about sending a ticket to a supplier and how to go about it. Lets say we have a customer sending us an incident ticket. The incident ends up being the problem of our supplier so we need to have the ticket depend on a suppliers actions. Our current setup is pretty much default with two queue's for internal departments: * Queues: * Servicedesk: All new e-mails go to this queue. * Tech support: Thirdline support for the servicedesk. * CF's: * A few under users for easy selection of organizations. * And a few for the tickets for selecting to what categorie a ticket belongs to. * In addition I've installed the SLA plugin with two test SLA's. In our old system we would do these things by assigning a ticket to a supplier, does that mean that I would need to create a queue for each supplier that we work with for this to work? I'm guessing "yes", hoping "no", for some suppliers having a queue is ok but for allot of other ones it's not ok. We work for the government, some direct suppliers are easy to write down as a queue but sometimes a townhall needs to fix something which would mean that we have to add roughly 450 queue's (one for each townhall). Anyway, if someone could help me understand how to work with suppliers then I'd be extremely gratefull. Best regards, Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From Tobias.Nebel at iav.de Thu Jun 16 09:52:53 2011 From: Tobias.Nebel at iav.de (Tobias Nebel) Date: Thu, 16 Jun 2011 15:52:53 +0200 Subject: [rt-users] [RT4] login problems after update, Signatur Fehler In-Reply-To: <20110616124215.GC912@jibsheet.com> Message-ID: Hi here is the output of SHOW CREATE TABLE Users; mysql> SHOW CREATE TABLE Users; +-------+------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------+ | Table | Create Table | +-------+------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------+ | Users | CREATE TABLE `Users` ( `id` int(11) NOT NULL AUTO_INCREMENT, `Name` varchar(200) NOT NULL, `Password` varbinary(40) DEFAULT NULL, `Comments` text, `Signature` text, `EmailAddress` varchar(120) CHARACTER SET ascii DEFAULT NULL, `FreeformContactInfo` text, `Organization` varchar(200) DEFAULT NULL, `RealName` varchar(120) DEFAULT NULL, `NickName` varchar(16) DEFAULT NULL, `Lang` varchar(16) CHARACTER SET ascii DEFAULT NULL, `EmailEncoding` varchar(16) CHARACTER SET ascii DEFAULT NULL, `WebEncoding` varchar(16) CHARACTER SET ascii DEFAULT NULL, `ExternalContactInfoId` varchar(100) DEFAULT NULL, `ContactInfoSystem` varchar(30) DEFAULT NULL, `ExternalAuthId` varchar(100) DEFAULT NULL, `AuthSystem` varchar(30) DEFAULT NULL, `Gecos` varchar(16) DEFAULT NULL, `HomePhone` varchar(30) DEFAULT NULL, `WorkPhone` varchar(30) DEFAULT NULL, `MobilePhone` varchar(30) DEFAULT NULL, `PagerPhone` varchar(30) DEFAULT NULL, `Address1` varchar(200) DEFAULT NULL, `Address2` varchar(200) DEFAULT NULL, `City` varchar(100) DEFAULT NULL, `State` varchar(100) DEFAULT NULL, `Zip` varchar(16) DEFAULT NULL, `Country` varchar(50) DEFAULT NULL, `Timezone` varchar(50) CHARACTER SET ascii DEFAULT NULL, `PGPKey` blob, `Creator` int(11) NOT NULL DEFAULT '0', `Created` datetime DEFAULT NULL, `LastUpdatedBy` int(11) NOT NULL DEFAULT '0', `LastUpdated` datetime DEFAULT NULL, `AuthToken` varchar(16) CHARACTER SET ascii DEFAULT NULL, PRIMARY KEY (`id`), UNIQUE KEY `Users1` (`Name`), KEY `Users4` (`EmailAddress`) ) ENGINE=InnoDB AUTO_INCREMENT=8053 DEFAULT CHARSET=utf8 | +-------+------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------+ 1 row in set (0.02 sec) mit freundlichen Gr??en Tobias Nebel IT-Systeme und Tools, VM-F11 IAV GmbH Rockwellstrasse 16 38518 GIFHORN GERMANY Tel.: +49 5371 805 - 3611 Handy: +49 160 8944187 E-Mail: Internet: http://www.iav.com Sitz/Registered Office: Berlin, Registergericht/Registration Court: Amtsgericht Charlottenburg, Registernummer/Company Registration Number: HRB 21 280, Gesch?ftsf?hrer/Managing Directors: Kurt Blumenr?der, Michael Schubert, Dr. R?diger Goyk Kevin Falcone Gesendet von: rt-users-bounces at lists.bestpractical.com 16.06.2011 14:42 Bitte antworten an rt-users at lists.bestpractical.com An rt-users at lists.bestpractical.com Kopie Thema Re: [rt-users] [RT4] login problems after update, Signatur Fehler ----- Nachricht von Kevin Falcone auf Thu, 16 Jun 2011 08:42:15 -0400 ----- An: rt-users at lists.bestpractical.com Thema: Re: [rt-users] [RT4] login problems after update On Thu, Jun 16, 2011 at 09:32:59AM +0200, Tobias Nebel wrote: > we updated our RT from version 3.6.x to 4.0.0. all RT features works and the new version is > great :) but one problem we have: > > after the databasetransfer all users can login in RT. but when they logout from RT and try > another login, RT say, that the login credentials are wrong. so we must update (update Users > SET Password=md5('password') where Name='login';) the credentials with mysql. than the user > can login one time again. when i look in the database, the md5 hashsum changed after every > login. so it is no wonder why the logins failed. > i checked the dependencies again and validated the database with rt-validator, everything > looks fine. have someone a tip for me to find the problem? Please show the output of SHOW CREATE TABLE Users; -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From Nareshbabuy at zsl.com Thu Jun 16 09:51:07 2011 From: Nareshbabuy at zsl.com (Naresh Babu Y) Date: Thu, 16 Jun 2011 13:51:07 +0000 Subject: [rt-users] (no subject) Message-ID: ________________________________ Disclaimer: This message and any files transmitted with it are confidential, proprietary to Zylog Systems Ltd (ZSL), privileged or otherwise protected by law. Views or opinions presented in this email are those of the author and do not necessarily represent those of the company. The information is solely intended for the individual or the entity it is addressed to. If you are not the intended recipient of this message, you are not authorized to read, forward, print, retain, copy or disseminate this message or any part of it. If you have received this email in error, please notify the sender immediately by return email and delete it from your computer. The company accepts no liability for any damage caused by any virus transmitted by this email. -------------- next part -------------- An HTML attachment was scrubbed... URL: From smcstravick at eyelit.com Thu Jun 16 10:11:00 2011 From: smcstravick at eyelit.com (Steve McStravick) Date: Thu, 16 Jun 2011 10:11:00 -0400 Subject: [rt-users] Anyone have a Extension to Modify Transactions? Message-ID: <000f01cc2c2f$38bf7be0$aa3e73a0$@com> We have RT set so comments aren't visible to customers, but the odd time the support staff will add a correspondence rather than comment. ..though the email may go out, we'd like the ability to toggle that Transaction from "Correspond" to "Comment". I know other systems have "make private" toggles on the transaction history, but I don't see that option in RT On the same subject, sometimes support staff forward and email or reply to the wrong ticket...so I'd like to be able to move a transaction from one ticket to another. Has anyone developed an extension for this?... So far it has been a manual DB update of the "Transactions" table...I update the transaction changing the ObjectId (to switch tickets) or the Type (to switch from correspond to comment). Thanks, Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jun 16 10:17:32 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 16 Jun 2011 10:17:32 -0400 Subject: [rt-users] [RT4] login problems after update, Signatur Fehler In-Reply-To: References: <20110616124215.GC912@jibsheet.com> Message-ID: <20110616141732.GE912@jibsheet.com> On Thu, Jun 16, 2011 at 03:52:53PM +0200, Tobias Nebel wrote: > here is the output of SHOW CREATE TABLE Users; > `Password` varbinary(40) DEFAULT NULL, You did not run the database upgrades between 3.6 and 4.0 Can you tell us what you did do? You need to review all of docs/UPGRADING-3.6 3.8 and 4.0 and the README. It appears that you've skipped all of the rt-setup-database --action upgrade --dba root steps and the standalone scripts. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From serge at vanginderachter.be Thu Jun 16 10:48:25 2011 From: serge at vanginderachter.be (Serge van Ginderachter) Date: Thu, 16 Jun 2011 16:48:25 +0200 Subject: [rt-users] Can't locate object method "_ImportOverlays" via package "RT::Base" In-Reply-To: References: Message-ID: Hi, I have been test-upgrading RT 3.8.2 to the latest 4.0.0. Install en db upgrade went fine. Setup is configured with apache & mod_perl2. However reloading apache yields following error: root at apollo:~# invoke-rc.d apache2 start * Starting web server apache2 Syntax error on line 16 of /etc/apache2/sites-enabled/rt-test: Can't locate object method "_ImportOverlays" via package "RT::Base" at /srv/rt4/sbin/../lib/RT/Handle.pm line 1147.\nCompilation failed in require at /srv/rt4/sbin/rt-server line 90.\n\t(in cleanup) Error while loading /srv/rt4/sbin/rt-server: Can't locate object method "_ImportOverlays" via package "RT::Base" at /srv/rt4/sbin/../lib/RT/Handle.pm line 1147.\nCompilation failed in require at /srv/rt4/sbin/rt-server line 90.\n I checked the settings as per https://github.com/bestpractical/rt/blob/rt-4.0.0/docs/web_deployment.pod Running rt-server manually on port 8080 start without a problem. Any clue? -- Met vriendelijke groet, Serge van Ginderachter -------------- next part -------------- An HTML attachment was scrubbed... URL: From dmr234 at registrar.psu.edu Thu Jun 16 11:06:46 2011 From: dmr234 at registrar.psu.edu (derekross) Date: Thu, 16 Jun 2011 08:06:46 -0700 (PDT) Subject: [rt-users] RT4 + Postfix Forward Ticket Message-ID: <31861541.post@talk.nabble.com> Hello again, This list is a great resource for users new to RT. Thanks again for all of your help. I guess I don't fully understand how forwarding mail outside of RT works. Right now, when I forward a ticket outside of RT, the forwarded email is attached. If I check the mail in Outlook, I see the forwarded message with each individual correspondence attached as a separate included .htm file. This is fine for Outlook. However when forwarding to other email clients or Gmail, the forwarded message is attached as raw text with mail headers and encoding information. This is very confusing to the average user. Is it possible to change this? I'm not sure if this is something I need to specify in RT, the forward message template or something with Postfix. Thanks! -- View this message in context: http://old.nabble.com/RT4-%2B-Postfix-Forward-Ticket-tp31861541p31861541.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From kfcrocker at lbl.gov Thu Jun 16 11:32:39 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 16 Jun 2011 08:32:39 -0700 Subject: [rt-users] limit ticket list display on requestor login In-Reply-To: <4DF9C12D.1050306@sgul.ac.uk> References: <4DF1E740.2040902@sgul.ac.uk> <892593C9CA8E25458C440A63DDC6774D1E510CA6@DG-HEXMBX02.daisy.group> <4DF21203.4080008@sgul.ac.uk> <4DF5DDF8.4080004@sgul.ac.uk> <4DF873A2.5090504@sgul.ac.uk> <4DF9C12D.1050306@sgul.ac.uk> Message-ID: Giuseppe, Thanks a bunch. Now that I KNOW how to spell it, I'll never need to use it again. LOL! Kenn LBNL On Thu, Jun 16, 2011 at 1:39 AM, Giuseppe Sollazzo wrote: > Hi Kenneth, > thanks for the clarification - much appreciated. > > The way privileges work is more similar to CSS than Data Base permissions, > I would say. Which makes perfect sense in this kind of context, as it > simplifies greatly the work of admins. > > We are a much smaller institution than you are I guess, so our Queues are > limited in number luckily. Still the hierarchical approach makes it very > easy. > > I think this e-mail conversation would make a perfect example for beginners > on the wiki. > > And btw, all native British English speakers agree on your spelling of > 'Hierarchical' :-P > > Many thanks, > Giuseppe > > > On 15/06/11 18:08, Kenneth Crocker wrote: > >> Giuseppe, >> >> You said, "Basically, the way I interpret this means that if I want my >> users >> to be able to create tickets via the web interface, I need to provide them >> with both "CreateTicket" and "SeeQueue". >> As a side effect, privileged users couldn't be prevented from seeing a >> list >> of other people's tickets (albeit not in details) in that queue if I want >> them to be able to create tickets in that same queue. >> >> Is my interpretation of what you write correct? It seems it's missing the >> effect of "ShowTicket", which allows the grantee to see the list of >> tickets." >> >> Yes, that is correct. You CAN, however, modify your configuration >> (/opt/rt3/etc/RT_SiteConfig.pm) to autocreate as "UnPrivileged". >> >> The changes you made looked good, by the way. >> >> It's important to understand that *PRIVILEGES CANNOT BE PROHIBITED, ONLY >> GRANTED*. That means that if I grant a right GLOBALLY, then anything I do >> for that right at any lower level is *ignored*. *I've already granted that >> right GLOBALLY*. Rights are HIERARCHICAL (I *REALLY* need to find out how >> to >> spell that word correctly ;-). >> >> To further understand privileges, let me give you this example: >> >> I have over 100 Queues, so I don't want everyone to have such a huge >> "drop-down" list, so I grant "SeeQueue" to a User-defined group named >> "XXXX-Users" (where XXXX is the Queue name) at the Queue level. >> >> Also, I don't want just anyone to be able to create tickets in this >> particular Queue so I grant "CreateTicket" to the same Group at the Queue >> level. I do NOT grant "Create Ticket" ANYWHERE Globally because that would >> * >> override* what I wanted at the Queue level FOR THAT RIGHT and allow others >> to be able to create tickets in this particular Queue, regardless of what >> I >> granted at the Queue level. >> >> I want my Requestors to see only their ticket, so I grant "ShowTicket" to >> the Requestor role at the Queue level. >> >> Also, I want those same users (XXXX-Users) to be able to update a specific >> Custom Field (called "Need-By Date") in these tickets so under >> Config->Custom Fields->(select CF)->Group Rights I grant "SeeCustomField" >> and "ModifyCustomField" to that group. >> >> Now, anyone in that group can see this Queue (on the WebUI), create a >> ticket >> (either on the WebUI or Email), See basic metadata in this ticket (except >> comments because I didn't grant that right) AND be able to see AND update >> the value in the CF "Need-By Date". >> >> I actually have some Custom Fields that I update with values (using >> scrips) >> that I use for other functions (like searches and Dashboards, etc) and NO >> ONE in the system, except a "SuperUser" can see those CF's or Modify them >> in >> ANY ticket. >> >> This is the kind of flexibility BP has designed into RT. I've always said >> that everything has a cost. Well, the cost of flexibility is complexity. >> Some stuff in RT CAN be tough to grasp at first. But once you SEE it, it >> makes perfect sense. >> >> I hope this helps. Let me know if I can be of further assistence. >> >> Kenn >> LBNL >> >> >> On Wed, Jun 15, 2011 at 1:56 AM, Giuseppe Sollazzo> >wrote: >> >> Hi Kenneth, >>> that helped a lot, thanks. >>> >>> Pitching is a good idea, although us Europeans don't get baseball too >>> much >>> ;-) >>> >>> I managed to get things working as suggested by you: >>> Global - Roles Requestor: ShowTicket >>> Queue X - System Everyone: CreateTicket SeeQueue >>> >>> with this I get exactly what I'm after: users can see their own tickets >>> only, unless they are given more permissions. >>> >>> >>> However, just a clarification. At some point you write: >>> >>> "CreateTicket" - This right has NOTHING to do with seeing it, modifying >>> >>>> it, >>>> etc. It just means that RT will let someone "CREATE" it. That's it. >>>> However, >>>> because you might want to know who created it as well as who wants the >>>> work >>>> done, RT keeps track of the "creator" AND the "Requestor". They are not >>>> always the same. I could easily grant "CreateTicket" to everyone and if >>>> I >>>> didn't grant "ShowTicket" to anyone, no one would see it except the user >>>> with "SuperUser" rights. >>>> "SeeQueue" - This means you can see a Queue (all if granted Globally) in >>>> the >>>> "Drop-down" list of Queues when wanting to create/look at a ticket. If I >>>> grant "SeeQueue" and do not grant "CreateTicket" you will see there are >>>> xx >>>> numbers of ticket in a Queue but not be able to create a ticket there. >>>> >>>> Basically, the way I interpret this means that if I want my users to be >>> able to create tickets via the web interface, I need to provide them with >>> both "CreateTicket" and "SeeQueue". >>> As a side effect, privileged users couldn't be prevented from seeing a >>> list >>> of other people's tickets (albeit not in details) in that queue if I want >>> them to be able to create tickets in that same queue. >>> >>> Is my interpretation of what you write correct? It seems it's missing the >>> effect of "ShowTicket", which allows the grantee to see the list of >>> tickets. >>> >>> A couple of improvements that would be great to have in future are >>> - bulk update of users (e.g. I imported all users as privileged, it turns >>> out I wanted them unprivileged, I wish I could do it from within the >>> interface rather than by scripting). >>> - customising RT at a glance made simpler - I know you can create >>> dashboards, still it seems not that flexible? >>> >>> >>> Thanks again for your kind help and accurate explanation. >>> >>> Best regards, >>> >>> 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 >>> >>> >>> >>> > > -- > ____________________________________ > > Giuseppe Sollazzo > Senior Systems Analyst > Computing Services > Information Services > St. George's, University Of London > Cranmer Terrace > London SW17 0RE > > Email: gsollazz at sgul.ac.uk > Direct Dial: +44 20 8725 5160 > Fax: +44 20 8725 3583 > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From dmr234 at registrar.psu.edu Thu Jun 16 11:53:11 2011 From: dmr234 at registrar.psu.edu (derekross) Date: Thu, 16 Jun 2011 08:53:11 -0700 (PDT) Subject: [rt-users] RT4 + Postfix Forward Ticket In-Reply-To: <31861541.post@talk.nabble.com> References: <31861541.post@talk.nabble.com> Message-ID: <31862018.post@talk.nabble.com> I reread what I added and I guess it's a bit confusing. Basically I'm sending forwards as attachments. I need to be able to send them inline. Is this possible? I'm looking for the setting and can't find it. derekross wrote: > > Hello again, > > This list is a great resource for users new to RT. Thanks again for all of > your help. > > I guess I don't fully understand how forwarding mail outside of RT works. > Right now, when I forward a ticket outside of RT, the forwarded email is > attached. If I check the mail in Outlook, I see the forwarded message > with each individual correspondence attached as a separate included .htm > file. This is fine for Outlook. However when forwarding to other email > clients or Gmail, the forwarded message is attached as raw text with mail > headers and encoding information. This is very confusing to the average > user. > > Is it possible to change this? I'm not sure if this is something I need to > specify in RT, the forward message template or something with Postfix. > > Thanks! > -- View this message in context: http://old.nabble.com/RT4-%2B-Postfix-Forward-Ticket-tp31861541p31862018.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Thu Jun 16 11:58:00 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 16 Jun 2011 11:58:00 -0400 Subject: [rt-users] Can't locate object method "_ImportOverlays" via package "RT::Base" In-Reply-To: References: Message-ID: <20110616155800.GF912@jibsheet.com> On Thu, Jun 16, 2011 at 04:48:25PM +0200, Serge van Ginderachter wrote: > Hi, > I have been test-upgrading RT 3.8.2 to the latest 4.0.0. > Install en db upgrade went fine. Setup is configured with apache & mod_perl2. > However reloading apache yields following error: > root at apollo:~# invoke-rc.d apache2 start > ? * Starting web server apache2 > Syntax error on line 16 of /etc/apache2/sites-enabled/rt-test: > Can't locate object method "_ImportOverlays" via package "RT::Base" at > /srv/rt4/sbin/../lib/RT/Handle.pm line 1147.\nCompilation failed in require at > /srv/rt4/sbin/rt-server line 90.\n\t(in cleanup) Error while loading /srv/rt4/sbin/rt-server: > Can't locate object method "_ImportOverlays" via package "RT::Base" at > /srv/rt4/sbin/../lib/RT/Handle.pm line 1147.\nCompilation failed in require at > /srv/rt4/sbin/rt-server line 90.\n > I checked the settings as per? > [1]https://github.com/bestpractical/rt/blob/rt-4.0.0/docs/web_deployment.pod > Running rt-server manually on port 8080 start without a problem. > Any clue? It's be helpful to see your actual config. Also, be sure that you have no customizations that you ported from RT3 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jun 16 11:58:56 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 16 Jun 2011 11:58:56 -0400 Subject: [rt-users] RT4 + Postfix Forward Ticket In-Reply-To: <31862018.post@talk.nabble.com> References: <31861541.post@talk.nabble.com> <31862018.post@talk.nabble.com> Message-ID: <20110616155856.GG912@jibsheet.com> On Thu, Jun 16, 2011 at 08:53:11AM -0700, derekross wrote: > > I reread what I added and I guess it's a bit confusing. Basically I'm sending > forwards as attachments. I need to be able to send them inline. Is this > possible? I'm looking for the setting and can't find it. RT sends forwards as message/rfc822 attachments. -kevin > derekross wrote: > > > > Hello again, > > > > This list is a great resource for users new to RT. Thanks again for all of > > your help. > > > > I guess I don't fully understand how forwarding mail outside of RT works. > > Right now, when I forward a ticket outside of RT, the forwarded email is > > attached. If I check the mail in Outlook, I see the forwarded message > > with each individual correspondence attached as a separate included .htm > > file. This is fine for Outlook. However when forwarding to other email > > clients or Gmail, the forwarded message is attached as raw text with mail > > headers and encoding information. This is very confusing to the average > > user. > > > > Is it possible to change this? I'm not sure if this is something I need to > > specify in RT, the forward message template or something with Postfix. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From dmr234 at registrar.psu.edu Thu Jun 16 12:04:02 2011 From: dmr234 at registrar.psu.edu (derekross) Date: Thu, 16 Jun 2011 09:04:02 -0700 (PDT) Subject: [rt-users] RT4 + Postfix Forward Ticket In-Reply-To: <20110616155856.GG912@jibsheet.com> References: <31861541.post@talk.nabble.com> <31862018.post@talk.nabble.com> <20110616155856.GG912@jibsheet.com> Message-ID: <31862117.post@talk.nabble.com> Is it possible send forwards inline and not as rfc822 attachments? Kevin Falcone-2 wrote: > > On Thu, Jun 16, 2011 at 08:53:11AM -0700, derekross wrote: >> >> I reread what I added and I guess it's a bit confusing. Basically I'm >> sending >> forwards as attachments. I need to be able to send them inline. Is this >> possible? I'm looking for the setting and can't find it. > > RT sends forwards as message/rfc822 attachments. > > -kevin > >> derekross wrote: >> > >> > Hello again, >> > >> > This list is a great resource for users new to RT. Thanks again for all >> of >> > your help. >> > >> > I guess I don't fully understand how forwarding mail outside of RT >> works. >> > Right now, when I forward a ticket outside of RT, the forwarded email >> is >> > attached. If I check the mail in Outlook, I see the forwarded message >> > with each individual correspondence attached as a separate included >> .htm >> > file. This is fine for Outlook. However when forwarding to other email >> > clients or Gmail, the forwarded message is attached as raw text with >> mail >> > headers and encoding information. This is very confusing to the average >> > user. >> > >> > Is it possible to change this? I'm not sure if this is something I need >> to >> > specify in RT, the forward message template or something with Postfix. > > > -- View this message in context: http://old.nabble.com/RT4-%2B-Postfix-Forward-Ticket-tp31861541p31862117.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Thu Jun 16 12:25:05 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 16 Jun 2011 12:25:05 -0400 Subject: [rt-users] RT4 + Postfix Forward Ticket In-Reply-To: <31862117.post@talk.nabble.com> References: <31861541.post@talk.nabble.com> <31862018.post@talk.nabble.com> <20110616155856.GG912@jibsheet.com> <31862117.post@talk.nabble.com> Message-ID: <20110616162505.GH912@jibsheet.com> On Thu, Jun 16, 2011 at 09:04:02AM -0700, derekross wrote: > > Is it possible send forwards inline and not as rfc822 attachments? This is not currently a feature of RT. -kevin > Kevin Falcone-2 wrote: > > > > On Thu, Jun 16, 2011 at 08:53:11AM -0700, derekross wrote: > >> > >> I reread what I added and I guess it's a bit confusing. Basically I'm > >> sending > >> forwards as attachments. I need to be able to send them inline. Is this > >> possible? I'm looking for the setting and can't find it. > > > > RT sends forwards as message/rfc822 attachments. > > > > -kevin > > > >> derekross wrote: > >> > > >> > Hello again, > >> > > >> > This list is a great resource for users new to RT. Thanks again for all > >> of > >> > your help. > >> > > >> > I guess I don't fully understand how forwarding mail outside of RT > >> works. > >> > Right now, when I forward a ticket outside of RT, the forwarded email > >> is > >> > attached. If I check the mail in Outlook, I see the forwarded message > >> > with each individual correspondence attached as a separate included > >> .htm > >> > file. This is fine for Outlook. However when forwarding to other email > >> > clients or Gmail, the forwarded message is attached as raw text with > >> mail > >> > headers and encoding information. This is very confusing to the average > >> > user. > >> > > >> > Is it possible to change this? I'm not sure if this is something I need > >> to > >> > specify in RT, the forward message template or something with Postfix. > > > > > > > > -- > View this message in context: http://old.nabble.com/RT4-%2B-Postfix-Forward-Ticket-tp31861541p31862117.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From change+lists.rt at nightwind.net Thu Jun 16 15:06:25 2011 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Thu, 16 Jun 2011 12:06:25 -0700 Subject: [rt-users] RT4 and Plack Message-ID: <1308251185.23474.1463971289@webmail.messagingengine.com> I'm not familiar with Plack, so forgive me if this should be obvious. Is Plack an integral dependency of RT4, or is it just another type of web handler that can be ignored if I'm using fastcgi? I'm currently doing the lovely Perl dependency dance in Debian and I'd like to know if I can skip a few of the steps or not ;) From falcone at bestpractical.com Thu Jun 16 15:12:31 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 16 Jun 2011 15:12:31 -0400 Subject: [rt-users] RT4 and Plack In-Reply-To: <1308251185.23474.1463971289@webmail.messagingengine.com> References: <1308251185.23474.1463971289@webmail.messagingengine.com> Message-ID: <20110616191231.GI912@jibsheet.com> On Thu, Jun 16, 2011 at 12:06:25PM -0700, Nick Kartsioukas wrote: > I'm not familiar with Plack, so forgive me if this should be obvious. > Is Plack an integral dependency of RT4, or is it just another type of > web handler that can be ignored if I'm using fastcgi? Plack provides our interface to fastcgi > I'm currently doing the lovely Perl dependency dance in Debian and I'd > like to know if I can skip a few of the steps or not ;) I believe Dom has already begun packaging the rcs for 4.0.1 You may wish to start there. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From change+lists.rt at nightwind.net Thu Jun 16 15:31:19 2011 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Thu, 16 Jun 2011 12:31:19 -0700 Subject: [rt-users] RT4 and Plack In-Reply-To: <20110616191231.GI912@jibsheet.com> References: <1308251185.23474.1463971289@webmail.messagingengine.com> <20110616191231.GI912@jibsheet.com> Message-ID: <1308252679.32098.1463979565@webmail.messagingengine.com> On Thu, 16 Jun 2011 15:12 -0400, "Kevin Falcone" wrote: > Plack provides our interface to fastcgi Not something I can ignore then :) > I believe Dom has already begun packaging the rcs for 4.0.1 > You may wish to start there. Ok. I went ahead and finished my list of Debian Squeeze dependencies including what can be grabbed from squeeze-backports and what needs to be built from Perl source, I'll create an account on the wiki and add it in there. From chris-barnes at tamu.edu Thu Jun 16 17:07:38 2011 From: chris-barnes at tamu.edu (Chris Barnes) Date: Thu, 16 Jun 2011 16:07:38 -0500 Subject: [rt-users] how to remove watchers Message-ID: <4DFA709A.4000507@tamu.edu> For the life of me, I can't figure out how to remove people who are listed in a ticket as a "watcher". -- Chris Barnes AOL IM: CNBarnes chris-barnes at tamu.edu Yahoo IM: chrisnbarnes Computer Systems Manager MSN IM: chris at txbarnes.com Department of Physics ph: 979-845-1379 Texas A&M University fax: 979-845-2590 From change+lists.rt at nightwind.net Thu Jun 16 17:22:59 2011 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Thu, 16 Jun 2011 14:22:59 -0700 Subject: [rt-users] how to remove watchers In-Reply-To: <4DFA709A.4000507@tamu.edu> References: <4DFA709A.4000507@tamu.edu> Message-ID: <1308259379.3817.1464016149@webmail.messagingengine.com> On Thu, 16 Jun 2011 16:07 -0500, "Chris Barnes" wrote: > For the life of me, I can't figure out how to remove people who are > listed in a ticket as a "watcher". Open the ticket, then click on "People". Check the boxes of those you want to remove and then Save Changes. From chris-barnes at tamu.edu Thu Jun 16 17:31:02 2011 From: chris-barnes at tamu.edu (Chris Barnes) Date: Thu, 16 Jun 2011 16:31:02 -0500 Subject: [rt-users] how to remove watchers In-Reply-To: <1308259379.3817.1464016149@webmail.messagingengine.com> References: <4DFA709A.4000507@tamu.edu> <1308259379.3817.1464016149@webmail.messagingengine.com> Message-ID: <4DFA7616.1010907@tamu.edu> On 6/16/2011 4:22 PM, Nick Kartsioukas wrote: > On Thu, 16 Jun 2011 16:07 -0500, "Chris Barnes" > wrote: >> For the life of me, I can't figure out how to remove people who are >> listed in a ticket as a "watcher". > > Open the ticket, then click on "People". Check the boxes of those you > want to remove and then Save Changes. Negative. The check boxes are for Requestor, CC, & Admin CC. These people are none of those. They are ONLY watchers. I sense a "highlander" reference coming... :-) -- Chris Barnes AOL IM: CNBarnes chris-barnes at tamu.edu Yahoo IM: chrisnbarnes Computer Systems Manager MSN IM: chris at txbarnes.com Department of Physics ph: 979-845-1379 Texas A&M University fax: 979-845-2590 From falcone at bestpractical.com Thu Jun 16 17:41:55 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 16 Jun 2011 17:41:55 -0400 Subject: [rt-users] how to remove watchers In-Reply-To: <4DFA7616.1010907@tamu.edu> References: <4DFA709A.4000507@tamu.edu> <1308259379.3817.1464016149@webmail.messagingengine.com> <4DFA7616.1010907@tamu.edu> Message-ID: <20110616214155.GJ912@jibsheet.com> On Thu, Jun 16, 2011 at 04:31:02PM -0500, Chris Barnes wrote: > On 6/16/2011 4:22 PM, Nick Kartsioukas wrote: > >On Thu, 16 Jun 2011 16:07 -0500, "Chris Barnes" > >wrote: > >>For the life of me, I can't figure out how to remove people who are > >>listed in a ticket as a "watcher". > > > >Open the ticket, then click on "People". Check the boxes of those you > >want to remove and then Save Changes. > > > Negative. The check boxes are for Requestor, CC, & Admin CC. These > people are none of those. They are ONLY watchers. Please provide a (small) screenshot. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From chris-barnes at tamu.edu Thu Jun 16 18:05:33 2011 From: chris-barnes at tamu.edu (Chris Barnes) Date: Thu, 16 Jun 2011 17:05:33 -0500 Subject: [rt-users] how to remove watchers In-Reply-To: <20110616214155.GJ912@jibsheet.com> References: <4DFA709A.4000507@tamu.edu> <1308259379.3817.1464016149@webmail.messagingengine.com> <4DFA7616.1010907@tamu.edu> <20110616214155.GJ912@jibsheet.com> Message-ID: <4DFA7E2D.5080500@tamu.edu> On 6/16/2011 4:41 PM, Kevin Falcone wrote: >> Negative. The check boxes are for Requestor, CC,& Admin CC. These >> people are none of those. They are ONLY watchers. > > Please provide a (small) screenshot. Here go: -- Chris Barnes AOL IM: CNBarnes chris-barnes at tamu.edu Yahoo IM: chrisnbarnes Computer Systems Manager MSN IM: chris at txbarnes.com Department of Physics ph: 979-845-1379 Texas A&M University fax: 979-845-2590 -------------- next part -------------- A non-text attachment was scrubbed... Name: RT.jpg Type: image/jpeg Size: 61078 bytes Desc: not available URL: From change+lists.rt at nightwind.net Thu Jun 16 18:13:45 2011 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Thu, 16 Jun 2011 15:13:45 -0700 Subject: [rt-users] how to remove watchers In-Reply-To: <4DFA7E2D.5080500@tamu.edu> References: <4DFA709A.4000507@tamu.edu> <1308259379.3817.1464016149@webmail.messagingengine.com> <4DFA7616.1010907@tamu.edu><20110616214155.GJ912@jibsheet.com> <4DFA7E2D.5080500@tamu.edu> Message-ID: <1308262425.19014.1464030093@webmail.messagingengine.com> In your screenshot, there is only one watcher listed, a Requestor named David Toback. Requestors, CCs, and AdminCCs are all Watchers of various types. From change+lists.rt at nightwind.net Thu Jun 16 18:15:11 2011 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Thu, 16 Jun 2011 15:15:11 -0700 Subject: [rt-users] how to remove watchers In-Reply-To: <4DFA7E2D.5080500@tamu.edu> References: <4DFA709A.4000507@tamu.edu> <1308259379.3817.1464016149@webmail.messagingengine.com> <4DFA7616.1010907@tamu.edu><20110616214155.GJ912@jibsheet.com> <4DFA7E2D.5080500@tamu.edu> Message-ID: <1308262511.19859.1464030445@webmail.messagingengine.com> If you're wondering about the other two email addresses listed for Pam and Veronica, if RT sees someone CCed on an email that comes into a ticket, I think it captures that and keeps it handy so you can quickly select from the dropdown to add that user as a Requestor, CC, or AdminCC. However, they are not actually currently a Watcher of any type. From jdg117 at elvis.arl.psu.edu Thu Jun 16 20:45:26 2011 From: jdg117 at elvis.arl.psu.edu (John D Groenveld) Date: Thu, 16 Jun 2011 20:45:26 -0400 Subject: [rt-users] 4.0.1RC2 upgrade errors from 3.8.7 Message-ID: <201106170045.p5H0jQxR019146@elvis.arl.psu.edu> Successfully used ora2pg to migrate my 3.8.7 RT instance to Pg. Now upgrading my Pg instance to 4.0.1 and stumbling over the addition of some ACLs at 3.9.1 John groenveld at acm.org *** # /opt/rt4/sbin/rt-setup-database --prompt-for-dba-password --action upgrade --dba rt_user In order to create or update your RT database, this script needs to connect to your Pg instance on localhost as rt_user Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: Pg Host: localhost Name: rt4 User: rt_user DBA: rt_user Enter RT version you're upgrading from: 3.8.7 ***** There are upgrades for 4.0.1, which is later than 4.0.1rc2, ***** which you are nominally upgrading to. Upgrading to 4.0.1 instead. 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. [Fri Jun 17 00:13:27 2011] [warning]: Use of uninitialized value in string eq at /opt/rt4/sbin/../lib/RT/Template.pm line 627, <> line 1. (/opt/rt4/sbin/../lib/RT/Template.pm:627) [Fri Jun 17 00:13:27 2011] [warning]: Use of uninitialized value in string eq at /opt/rt4/sbin/../lib/RT/Template.pm line 627, <> line 1. (/opt/rt4/sbin/../lib/RT/Template.pm:627) Processing 3.9.1 Now inserting data. [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 5817, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 5817, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 5817, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x4e0f038)', 'PrincipalType', 'Group', 'PrincipalId', 5817, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x4e0f038)', 'PrincipalId', 5817, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x4e0f038)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 5817, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x4be0198)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 5817: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 5817, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 5817, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 5817, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x4959118)', 'PrincipalType', 'Group', 'PrincipalId', 5817, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x4959118)', 'PrincipalId', 5817, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x4959118)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 5817, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x4632550)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 5817: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 8616, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 8616, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 8616, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x1492360)', 'PrincipalType', 'Group', 'PrincipalId', 8616, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x1492360)', 'PrincipalId', 8616, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x1492360)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 8616, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x4de66b0)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 8616: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 8616, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 8616, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 8616, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x4954f40)', 'PrincipalType', 'Group', 'PrincipalId', 8616, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x4954f40)', 'PrincipalId', 8616, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x4954f40)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 8616, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x2adb1b0)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 8616: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 8655, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 8655, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 8655, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x4db7fd8)', 'PrincipalType', 'Group', 'PrincipalId', 8655, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x4db7fd8)', 'PrincipalId', 8655, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x4db7fd8)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 8655, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x4dc93b0)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 8655: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 8655, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 8655, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 8655, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x4dea7e0)', 'PrincipalType', 'Group', 'PrincipalId', 8655, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x4dea7e0)', 'PrincipalId', 8655, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x4dea7e0)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 8655, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x4e2c178)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 8655: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 4645, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 4645, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 4645, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x4d49b68)', 'PrincipalType', 'Group', 'PrincipalId', 4645, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x4d49b68)', 'PrincipalId', 4645, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x4d49b68)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 4645, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x4959118)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 4645: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 4645, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 4645, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 4645, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x4ba74a8)', 'PrincipalType', 'Group', 'PrincipalId', 4645, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x4ba74a8)', 'PrincipalId', 4645, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x4ba74a8)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 4645, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x4e8e650)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 4645: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 122, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 122, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 122, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x4b3ec88)', 'PrincipalType', 'Group', 'PrincipalId', 122, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x4b3ec88)', 'PrincipalId', 122, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x4b3ec88)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 122, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x4954f40)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 122: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 122, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 122, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 122, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x4e289f8)', 'PrincipalType', 'Group', 'PrincipalId', 122, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x4e289f8)', 'PrincipalId', 122, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x4e289f8)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 122, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x40bc300)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 122: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 346, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 346, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 346, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x49b7fe8)', 'PrincipalType', 'Group', 'PrincipalId', 346, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x49b7fe8)', 'PrincipalId', 346, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x49b7fe8)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 346, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x4dea7e0)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 346: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 346, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 346, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 346, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x4c2e410)', 'PrincipalType', 'Group', 'PrincipalId', 346, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x4c2e410)', 'PrincipalId', 346, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x4c2e410)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 346, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x4b56b08)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 346: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 122, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 122, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 122, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x4e289f8)', 'PrincipalType', 'Group', 'PrincipalId', 122, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x4e289f8)', 'PrincipalId', 122, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x4e289f8)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 122, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x4ba74a8)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 122: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 122, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 122, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 122, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x49b7fe8)', 'PrincipalType', 'Group', 'PrincipalId', 122, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x49b7fe8)', 'PrincipalId', 122, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x49b7fe8)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 122, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x4468c10)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 122: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 23, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 23, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 23, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x4c28f78)', 'PrincipalType', 'Group', 'PrincipalId', 23, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x4c28f78)', 'PrincipalId', 23, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x4c28f78)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 23, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x4cbe478)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 23: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 23, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 23, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 23, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x3f2fce0)', 'PrincipalType', 'Group', 'PrincipalId', 23, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x3f2fce0)', 'PrincipalId', 23, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x3f2fce0)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 23, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x4dc0210)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 23: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 76, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 76, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 76, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x4c217d8)', 'PrincipalType', 'Group', 'PrincipalId', 76, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x4c217d8)', 'PrincipalId', 76, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x4c217d8)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 76, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x4c2e410)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 76: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 76, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 76, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 76, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x4b577b0)', 'PrincipalType', 'Group', 'PrincipalId', 76, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x4b577b0)', 'PrincipalId', 76, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x4b577b0)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 76, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x496adc8)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 76: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 189, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 189, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 189, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x38cdf30)', 'PrincipalType', 'Group', 'PrincipalId', 189, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x38cdf30)', 'PrincipalId', 189, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x38cdf30)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 189, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x49b7fe8)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 189: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 189, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 189, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 189, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x44cd458)', 'PrincipalType', 'Group', 'PrincipalId', 189, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x44cd458)', 'PrincipalId', 189, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x44cd458)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 189, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x37ac370)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 189: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 1097, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 1097, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 1097, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x4c74aa0)', 'PrincipalType', 'Group', 'PrincipalId', 1097, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x4c74aa0)', 'PrincipalId', 1097, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x4c74aa0)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 1097, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x3f2fce0)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 1097: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 1097, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 1097, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 1097, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x4e39da0)', 'PrincipalType', 'Group', 'PrincipalId', 1097, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x4e39da0)', 'PrincipalId', 1097, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x4e39da0)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 1097, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x4da7000)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 1097: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 1222, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 1222, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 1222, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x4959bf8)', 'PrincipalType', 'Group', 'PrincipalId', 1222, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x4959bf8)', 'PrincipalId', 1222, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x4959bf8)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 1222, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x4b577b0)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 1222: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 1222, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 1222, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 1222, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x4b5eab0)', 'PrincipalType', 'Group', 'PrincipalId', 1222, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x4b5eab0)', 'PrincipalId', 1222, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x4b5eab0)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 1222, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x4e42920)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 1222: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 2021, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 2021, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 2021, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x4bb1f60)', 'PrincipalType', 'Group', 'PrincipalId', 2021, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x4bb1f60)', 'PrincipalId', 2021, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x4bb1f60)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 2021, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x44cd458)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 2021: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 2021, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 2021, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 2021, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x48e6410)', 'PrincipalType', 'Group', 'PrincipalId', 2021, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x48e6410)', 'PrincipalId', 2021, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x48e6410)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 2021, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x4bb24a0)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 2021: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 4982, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 4982, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 4982, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x4e11fc8)', 'PrincipalType', 'Group', 'PrincipalId', 4982, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x4e11fc8)', 'PrincipalId', 4982, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x4e11fc8)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 4982, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x4e39da0)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 4982: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) [Fri Jun 17 00:13:37 2011] [warning]: RT::Handle=HASH(0x1bef578) couldn't execute the query 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, ObjectId, ObjectType) VALUES (?, ?, ?, ?, ?)' at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1bef578)', 'INSERT INTO ACL (PrincipalType, PrincipalId, RightName, Objec...', 'Group', 4982, 'ExecuteCode', 1, 'RT::System') called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 4982, 'RightName', 'ExecuteCode', 'ObjectId', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x1bef578)', 'ACL', 'PrincipalType', 'Group', 'PrincipalId', 4982, 'RightName', 'ExecuteCode', 'ObjectType', ...) called at /opt/rt4/perl-5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x49ffb78)', 'PrincipalType', 'Group', 'PrincipalId', 4982, 'RightName', 'ExecuteCode', 'ObjectId', 1, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 304 RT::Record::Create('RT::ACE=HASH(0x49ffb78)', 'PrincipalId', 4982, 'PrincipalType', 'Group', 'RightName', 'ExecuteCode', 'ObjectType', 'RT::System', ...) called at /opt/rt4/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x49ffb78)', 'RightName', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)', 'PrincipalType', 'Group', 'PrincipalId', 4982, ...) called at /opt/rt4/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x4e57088)', 'Right', 'ExecuteCode', 'Object', 'RT::System=HASH(0x18b3d80)') called at ./etc/upgrade/3.9.1/content line 56 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(0x1bef578)', './etc/upgrade/3.9.1/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/3.9.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'rt_user') called at /opt/rt4/sbin/rt-setup-database line 197 (/opt/rt4/perl-5.12.3/lib/5.12.3/Carp.pm:65) [Fri Jun 17 00:13:37 2011] [warn]: Unable to grant ExecuteCode on principal 4982: System error. Right not granted. (./etc/upgrade/3.9.1/content:62) 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. 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 database ACLs. Now inserting data. Done. From falcone at bestpractical.com Thu Jun 16 21:19:15 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 16 Jun 2011 21:19:15 -0400 Subject: [rt-users] 4.0.1RC2 upgrade errors from 3.8.7 In-Reply-To: <201106170045.p5H0jQxR019146@elvis.arl.psu.edu> References: <201106170045.p5H0jQxR019146@elvis.arl.psu.edu> Message-ID: <20110617011915.GL912@jibsheet.com> On Thu, Jun 16, 2011 at 08:45:26PM -0400, John D Groenveld wrote: > Successfully used ora2pg to migrate my 3.8.7 RT instance to Pg. > Now upgrading my Pg instance to 4.0.1 and stumbling over the addition > of some ACLs at 3.9.1 Can you show \d on acl and acl_id_seq > [Fri Jun 17 00:13:37 2011] [warning]: DBD::Pg::st execute failed: > ERROR: null value in column "id" violates not-null constraint at /opt/rt4/perl- > 5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm line 509, <> > line 1. (/opt/rt4/perl- > 5.12.3/lib/site_perl/5.12.3/DBIx/SearchBuilder/Handle.pm:509) -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From james.mills at overthewire.com.au Thu Jun 16 21:35:20 2011 From: james.mills at overthewire.com.au (James Mills) Date: Fri, 17 Jun 2011 11:35:20 +1000 Subject: [rt-users] SetStatus Action module Message-ID: Hello all, Forgive me for not being adept as Perl! I'm trying to follow your instructions and your SetStatus Action module at: http://www.gossamer-threads.com/lists/rt/devel/2931?search_string=SetStatus;#2931 Running into a problem though with getting theinsert_action_SetStatus.pl script run Here's the output: rt:~/tmp# ./insert_action_SetStatus.pl Can't locate config.pm in @INC (@INC contains: /usr/local/rt/etc /usr/local/rt/lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at ./insert_action_SetStatus.pl line 70. BEGIN failed--compilation aborted at ./insert_action_SetStatus.pl line 70. rt:~/tmp# We're running RT-3.8.5 here and I've spent the last 2 days trying to figure this out with no success as yet... Hope someone can help! cheers James James Mills Systems Engineer | Over the Wire Pty Ltd support at overthewire.com.au | www.overthewire.com.au Phone: 07 3847 9292 | Fax: 07 3847 9696 | Mobile: 0488 33 44 81 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jdg117 at elvis.arl.psu.edu Thu Jun 16 21:39:35 2011 From: jdg117 at elvis.arl.psu.edu (John D Groenveld) Date: Thu, 16 Jun 2011 21:39:35 -0400 Subject: [rt-users] 4.0.1RC2 upgrade errors from 3.8.7 In-Reply-To: Your message of "Thu, 16 Jun 2011 21:19:15 EDT." <20110617011915.GL912@jibsheet.com> References: <201106170045.p5H0jQxR019146@elvis.arl.psu.edu> <20110617011915.GL912@jibsheet.com> Message-ID: <201106170139.p5H1dZZK023772@elvis.arl.psu.edu> In message <20110617011915.GL912 at jibsheet.com>, Kevin Falcone writes: >Can you show \d on acl and acl_id_seq When did the sequence for ACL.ID rename from ACL_SEQ to ACL_ID_SEQ? John groenveld at acm.org *** rt4=> \d acl Table "public.acl" Column | Type | Modifiers ---------------+-----------------------------+-------------------- id | bigint | not null principaltype | character varying(25) | not null principalid | bigint | not null rightname | character varying(25) | not null objecttype | character varying(25) | not null objectid | bigint | default 0 creator | integer | not null default 0 created | timestamp without time zone | lastupdatedby | integer | not null default 0 lastupdated | timestamp without time zone | Indexes: "acl_pkey" PRIMARY KEY, btree (id) "acl1" btree (rightname, objecttype, objectid, principaltype, principalid) rt4=> \d acl_id_seq Did not find any relation named "acl_id_seq". rt4=> \d acl_seq Sequence "public.acl_seq" Column | Type | Value ---------------+---------+--------------------- sequence_name | name | acl_seq last_value | bigint | 466 start_value | bigint | 466 increment_by | bigint | 1 max_value | bigint | 9223372036854775807 min_value | bigint | 1 cache_value | bigint | 20 log_cnt | bigint | 1 is_cycled | boolean | f is_called | boolean | f From jesse at bestpractical.com Thu Jun 16 22:32:09 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 16 Jun 2011 22:32:09 -0400 Subject: [rt-users] 4.0.1RC2 upgrade errors from 3.8.7 In-Reply-To: <201106170139.p5H1dZZK023772@elvis.arl.psu.edu> References: <201106170045.p5H0jQxR019146@elvis.arl.psu.edu> <20110617011915.GL912@jibsheet.com> <201106170139.p5H1dZZK023772@elvis.arl.psu.edu> Message-ID: <20110617023209.GX3098@bestpractical.com> On Thu, Jun 16, 2011 at 09:39:35PM -0400, John D Groenveld wrote: > In message <20110617011915.GL912 at jibsheet.com>, Kevin Falcone writes: > >Can you show \d on acl and acl_id_seq > > When did the sequence for ACL.ID rename from ACL_SEQ to > ACL_ID_SEQ? Looking through project history, I can't find a time when we had a sequence named ACL_SEQ for the Postgres port of RT. What can you tell us about the lineage of this database? From dayne at cluebat.net Fri Jun 17 02:50:27 2011 From: dayne at cluebat.net (Kenneth Ratliff) Date: Fri, 17 Jun 2011 02:50:27 -0400 Subject: [rt-users] Displaying Incoming HTML Message-ID: <8BD71C03-FF07-43E3-BBEC-D1B96E2A48F9@cluebat.net> Ok, we're running RT 3.8.10 What I'm trying to accomplish is that I have our monitoring system sending links to documentation as part of the email generated alert, the email gets sent to an alias for RT, and gets imported into RT. Unfortunately, the link in the ticket is not a hyperlink. This method is particularly useful for training new folks, who may not know the troubleshooting and/or escalation policy for a given service, or don't know where to find it. I know RT *can* handle HTML in tickets, because I can create hyperlinks with the WYSIWIG editor. Am I missing something simple here? Is there an easy way to get RT to convert incoming links to html? From serge at vanginderachter.be Fri Jun 17 03:48:56 2011 From: serge at vanginderachter.be (Serge van Ginderachter) Date: Fri, 17 Jun 2011 09:48:56 +0200 Subject: [rt-users] Can't locate object method "_ImportOverlays" via package "RT::Base" In-Reply-To: <20110616155800.GF912@jibsheet.com> References: <20110616155800.GF912@jibsheet.com> Message-ID: On 16 June 2011 17:58, Kevin Falcone wrote: > It's be helpful to see your actual config. > Obviously, sorry. RT_Config.pm remains the default from the RT4 tarball. You can grab my (anonimzed) RT_SiteConfig.pm from here: http://dl.dropbox.com/u/13986042/tmp/RT_SiteConfig.pm The Apache2 config is at http://dl.dropbox.com/u/13986042/tmp/rt_apache > Also, be sure that you have no customizations that you ported from RT3 > I installed to a brand new rt4 folder, and copied the rt3 db to a new, separate rt4 db (mysql), which got upgraded in the process. So I still have the original RT3 up and running (in production). AFAIK there are no specific customization in the original setup (except for Apache configured to perform PAM auth, so far I'm not sure if that config would remain the same). HTH & Thanks, -- Met vriendelijke groet, Serge van Ginderachter -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Jun 17 05:50:13 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 17 Jun 2011 13:50:13 +0400 Subject: [rt-users] Displaying Incoming HTML In-Reply-To: <8BD71C03-FF07-43E3-BBEC-D1B96E2A48F9@cluebat.net> References: <8BD71C03-FF07-43E3-BBEC-D1B96E2A48F9@cluebat.net> Message-ID: On Fri, Jun 17, 2011 at 10:50 AM, Kenneth Ratliff wrote: > Ok, we're running RT 3.8.10 > > What I'm trying to accomplish is that I have our monitoring system sending links to documentation as part of the email generated alert, the email gets sent to an alias for RT, and gets imported into RT. > > Unfortunately, the link in the ticket is not a hyperlink. This method is particularly useful for training new folks, who may not know the troubleshooting and/or escalation policy for a given service, or don't know where to find it. > > I know RT *can* handle HTML in tickets, because I can create hyperlinks with the WYSIWIG editor. > > Am I missing something simple here? Is there an easy way to get RT to convert incoming links to html? Hi, Take a look at Active_MakeClicky option in the config or import html instead of plain text. -- Best regards, Ruslan. From ruz at bestpractical.com Fri Jun 17 06:02:40 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 17 Jun 2011 14:02:40 +0400 Subject: [rt-users] SetStatus Action module In-Reply-To: References: Message-ID: Hi, insert_action_SetStatus.pl script uses some internal things Bruce never shared. AFAICS that SetStatus.pm should work with modern RT. You can insert a new scrip action into DB using http://requesttracker.wikia.com/wiki/InitialData instead of using the script. On Fri, Jun 17, 2011 at 5:35 AM, James Mills wrote: > Hello all, > Forgive me for not being adept as Perl! > I'm trying to follow your instructions and your > SetStatus Action module > at:?http://www.gossamer-threads.com/lists/rt/devel/2931?search_string=SetStatus;#2931 > Running into a problem though with getting theinsert_action_SetStatus.pl > script run > Here's the output: > rt:~/tmp# ./insert_action_SetStatus.pl > Can't locate?config.pm?in @INC (@INC contains: /usr/local/rt/etc > /usr/local/rt/lib /etc/perl /usr/local/lib/perl/5.10.0 > /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 > /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at > ./insert_action_SetStatus.pl line 70. > BEGIN failed--compilation aborted at ./insert_action_SetStatus.pl line 70. > rt:~/tmp# > We're running RT-3.8.5 here and I've spent > the last 2 days trying to figure this out with > no success as yet... > Hope someone can help! > cheers > James > James Mills > > Systems Engineer | Over the Wire Pty Ltd > support at overthewire.com.au?|?www.overthewire.com.au > Phone: 07 3847 9292 | Fax: 07 3847 9696 | Mobile: 0488 33 44 81 > -- Best regards, Ruslan. From jdg117 at elvis.arl.psu.edu Fri Jun 17 09:02:43 2011 From: jdg117 at elvis.arl.psu.edu (John D Groenveld) Date: Fri, 17 Jun 2011 09:02:43 -0400 Subject: [rt-users] 4.0.1RC2 upgrade errors from 3.8.7 In-Reply-To: Your message of "Thu, 16 Jun 2011 22:32:09 EDT." <20110617023209.GX3098@bestpractical.com> References: <201106170045.p5H0jQxR019146@elvis.arl.psu.edu> <20110617011915.GL912@jibsheet.com> <201106170139.p5H1dZZK023772@elvis.arl.psu.edu> <20110617023209.GX3098@bestpractical.com> Message-ID: <201106171302.p5HD2hPN004580@elvis.arl.psu.edu> In message <20110617023209.GX3098 at bestpractical.com>, Jesse Vincent writes: >Looking through project history, I can't find a time when we had a >sequence named ACL_SEQ for the Postgres port of RT. What can you tell us >about the lineage of this database? IIRC I started RT at 3.4. Just now ran ora2pg to migrate. Thank you for the heads-up, I wasn't aware that there were different object names for each database port. John groenveld at acm.org From Michael.Polenske at skm-skyline.de Fri Jun 17 09:17:09 2011 From: Michael.Polenske at skm-skyline.de (Michael Polenske) Date: Fri, 17 Jun 2011 15:17:09 +0200 Subject: [rt-users] RT:Extension::QueueWizard In-Reply-To: References: <20110614191841.GT912@jibsheet.com> Message-ID: Hi Kevin, okay, question before I start to create a huge amount of queues by hand - how difficult is it to update the installation framework ? Is there a howto or something similar available ? Have a nice weekend, Michael -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael Polenske Sent: Mittwoch, 15. Juni 2011 10:14 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT:Extension::QueueWizard Hi Kevin, thanks for your hint. So - at least for me - QueueWizard is not available in 4.0 as I am not able to update the installation framework on my own :-) Thanks and best regards - Michael -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Dienstag, 14. Juni 2011 21:19 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT:Extension::QueueWizard On Tue, Jun 14, 2011 at 11:40:49AM +0200, Michael Polenske wrote: > short question - is RT:Extension::QueueWizard still working with RT 4.0 ? I currenly try to > install it and no success until now L The installation framework hasn't been updated for 3.8 or 4.0 I expect the code would work, but would need updating for plugin compatibility. -kevin From Munsch at phillycarshare.org Fri Jun 17 09:24:46 2011 From: Munsch at phillycarshare.org (Rob Munsch) Date: Fri, 17 Jun 2011 09:24:46 -0400 Subject: [rt-users] how to remove watchers In-Reply-To: <1308262425.19014.1464030093@webmail.messagingengine.com> References: <4DFA709A.4000507@tamu.edu><1308259379.3817.1464016149@webmail.messagingengine.com><4DFA7616.1010907@tamu.edu><20110616214155.GJ912@jibsheet.com><4DFA7E2D.5080500@tamu.edu> <1308262425.19014.1464030093@webmail.messagingengine.com> Message-ID: > In your screenshot, there is only one watcher listed, a > Requestor named David Toback. Requestors, CCs, and AdminCCs > are all Watchers of various types. Will that not remove him completely, as the requestor? From chris-barnes at tamu.edu Fri Jun 17 10:18:32 2011 From: chris-barnes at tamu.edu (Chris Barnes) Date: Fri, 17 Jun 2011 09:18:32 -0500 Subject: [rt-users] how to remove watchers In-Reply-To: <1308262511.19859.1464030445@webmail.messagingengine.com> References: <4DFA709A.4000507@tamu.edu> <1308259379.3817.1464016149@webmail.messagingengine.com> <4DFA7616.1010907@tamu.edu><20110616214155.GJ912@jibsheet.com> <4DFA7E2D.5080500@tamu.edu> <1308262511.19859.1464030445@webmail.messagingengine.com> Message-ID: <4DFB6238.70708@tamu.edu> On 6/16/2011 5:15 PM, Nick Kartsioukas wrote: > If you're wondering about the other two email addresses listed for Pam > and Veronica, if RT sees someone CCed on an email that comes into a > ticket, I think it captures that and keeps it handy so you can quickly > select from the dropdown to add that user as a Requestor, CC, or > AdminCC. However, they are not actually currently a Watcher of any > type. Yes, those are the ones I want to remove. Some people (the requestor of this ticket) have a nasty habit of cc:ing dozens of people - many of whom couldn't care less about the topic. I can see how RT "capturing" those could be handy. But I still should be able to remove them (2 is unsightly; when he does 12 it is unwieldy). -- Chris Barnes AOL IM: CNBarnes chris-barnes at tamu.edu Yahoo IM: chrisnbarnes Computer Systems Manager MSN IM: chris at txbarnes.com Department of Physics ph: 979-845-1379 Texas A&M University fax: 979-845-2590 From falcone at bestpractical.com Fri Jun 17 10:30:08 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 17 Jun 2011 10:30:08 -0400 Subject: [rt-users] [Rt-announce] End of life for RT 3.6 Message-ID: <20110617143008.GH70611@jibsheet.com> On Friday September 30th, 2011 Best Practical Solutions will cease support for the 3.6 series of Request Tracker. 3.6.0 was released on June 15th 2006 and the series has received only critical bug and security fixes since June 2008. We will continue to provide critical bug or security fixes until September 30th, 2011 if any are required. We're currently developing a schedule for future RT series and will publish an end of life policy and schedule as soon as they are complete. The 3.8 series will continue to receive bugfixes at this time, but our development efforts will be concentrated on polishing RT 4.0 and working on the new features we have planned for 4.2. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: -------------- next part -------------- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From keri at bestpractical.com Fri Jun 17 10:24:52 2011 From: keri at bestpractical.com (Keri Shaughnessy) Date: Fri, 17 Jun 2011 10:24:52 -0400 Subject: [rt-users] [Rt-announce] RT Training 2011 Message-ID: Best Practical Solutions provides unparalleled instruction in how to get the most out of RT. 2011 will bring two-day training sessions to six cities across the world. As we like to keep class sizes relatively intimate, register soon or we may not be able to guarantee you a seat. These sessions will be offered in: * Boston (Cambridge), MA, USA ? August 15 & 16, 2011 * Chicago, IL, USA ? September 26 & 27, 2011 * San Francisco, CA, USA ? October 18 & 19, 2011 * Washington DC, USA ? October 31 & November 1, 2011 * Melbourne VIC, Australia ? November 28 & 29, 2011 * Barcelona, Spain ? TBA If you can't make it to these cities, please drop us a line to request a public training for your area in 2012. This training will introduce you to the new features in RT4 as part of a comprehensive overview of RT. Whether you're an old hand at RT or a recent convert, you'll have a good understanding of all of RT's features and functionality by the end of the session. The first day starts off with a tour of RT's web interface and continues with a detailed exploration and explanation of RT's functionality, workflows and configurability. We'll touch on basic administration, but concentrate largely on helping you and your team get the most out of your RT instance. The second day of training picks up with RT administration and dives into what you need to safely customize and extend RT. We'll cover point-and-click configuration, upgrading and installing RT, development best practices, RT's API, building an extension, and database tuning. It goes without saying that you'll get the most out of training if you attend both days of the course, but we've designed the material so that you can step out after the first day with a dramatically improved understanding of how to use RT or show up on the second day and get quickly up to speed on how to make RT do your bidding. Pricing and Payment The cost of the class includes training materials, a continental breakfast and an afternoon snack. Please note that lunch will not be provided. Single Day - USD 995 Both Days - USD 1495 (25% savings) Please contact us at training at bestpractical.com for discounted pricing if you are from an academic institution or if you'd like to send more than 3 people. If you'd like to pay with Visa, MasterCard or Discover, please visit Best Practical's online store. Unfortunately we are unable to accept American Express or PayPal. If you'd prefer to pay with a purchase order, please email us at training at bestpractical.com. Be sure to include: * Which location you want to attend * If you want to attend both days or a single day * Full names and email addresses of attendees _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From falcone at bestpractical.com Fri Jun 17 10:52:48 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 17 Jun 2011 10:52:48 -0400 Subject: [rt-users] Can't locate object method "_ImportOverlays" via package "RT::Base" In-Reply-To: References: <20110616155800.GF912@jibsheet.com> Message-ID: <20110617145248.GM912@jibsheet.com> On Fri, Jun 17, 2011 at 09:48:56AM +0200, Serge van Ginderachter wrote: > On 16 June 2011 17:58, Kevin Falcone <[1]falcone at bestpractical.com> wrote: > > It's be helpful to see your actual config. > > Obviously, sorry. > RT_Config.pm remains the default from the RT4 tarball. > You can grab my (anonimzed) RT_SiteConfig.pm from here: > ? [2]http://dl.dropbox.com/u/13986042/tmp/RT_SiteConfig.pm > The Apache2 config is at? [3]http://dl.dropbox.com/u/13986042/tmp/rt_apache It appears that you don't quite have a standard deploy. You're repeating the psgi stanzas in the Location and the Directory. I'm not really sure what that would do to apache, but I'd start by backing back out to the recommended config. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jdg117 at elvis.arl.psu.edu Fri Jun 17 12:53:50 2011 From: jdg117 at elvis.arl.psu.edu (John D Groenveld) Date: Fri, 17 Jun 2011 12:53:50 -0400 Subject: [rt-users] 4.0.1RC2 upgrade errors from 3.8.7 In-Reply-To: Your message of "Fri, 17 Jun 2011 09:02:43 EDT." <201106171302.p5HD2hPN004580@elvis.arl.psu.edu> References: <201106170045.p5H0jQxR019146@elvis.arl.psu.edu> <20110617011915.GL912@jibsheet.com> <201106170139.p5H1dZZK023772@elvis.arl.psu.edu> <20110617023209.GX3098@bestpractical.com> <201106171302.p5HD2hPN004580@elvis.arl.psu.edu> Message-ID: <201106171653.p5HGroN5009860@elvis.arl.psu.edu> In message <201106171302.p5HD2hPN004580 at elvis.arl.psu.edu>, John D Groenveld wr ites: >Thank you for the heads-up, I wasn't aware that there were different >object names for each database port. Success. Create the sequences from ora2pg's "TYPE SEQUENCE". Rename them. Load the schema from rt-3.8.7/etc/schema.Pg, minus the sequences. Load the data from ora2pg's "TYPE COPY". Run /opt/rt4/sbin/rt-setup-database --prompt-for-dba-password --action upgrade Looking forward to the move to RT4; thanks Kevin, Jesse, et al! John groenveld at acm.org From ruz at bestpractical.com Fri Jun 17 15:14:42 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 17 Jun 2011 23:14:42 +0400 Subject: [rt-users] Scrip - merge custom fields In-Reply-To: <4C266EB1.30900@lancs.ac.uk> References: <4C266EB1.30900@lancs.ac.uk> Message-ID: Hi, Look at RTIR it has such scrip, at least for IP custom field. On Sun, Jun 27, 2010 at 1:18 AM, Robin Williams wrote: > Hi all, > > I'm wondering if anyone has previously written a scrip to merge the custom > fields of two or more tickets when tickets are merged? ?I'm using "enter > multiple values", but any of the multi-value custom field types would be a > good start for me to modify. ?I see there is an example of an 'on merge' > condition detailed here http://wiki.bestpractical.com/view/OnMerge which > presumably I'd need to use to call the scrip, if I'm not mistaken? > > Thanks for any pointers anyone can offer - if no one has already done it, I > better start brushing up on my perl! > Robin. > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From vt at chgk.info Sat Jun 18 02:05:42 2011 From: vt at chgk.info (Vitaly Tskhovrebov) Date: Sat, 18 Jun 2011 10:05:42 +0400 Subject: [rt-users] AdminCC and requestor mailings Message-ID: <4DFC4036.7060909@chgk.info> Hello. I'm using group for AdminCC the queue. Eventually, member of AdminCC created ticket, so he became requester. When owner of ticket reply him, requestor receives duplicate email notification: one for requestor, and the same for AdminCC. Is there any way to get rid of duplicate emails? RT4. -- Regards, Vitaly Tskhovrebov Senior System Administrator U.S. +1 (206) 905-9939 Russia +7 911 094-2035 From vt at chgk.info Sat Jun 18 02:07:19 2011 From: vt at chgk.info (Vitaly Tskhovrebov) Date: Sat, 18 Jun 2011 10:07:19 +0400 Subject: [rt-users] RT4 rt-server fcgi Message-ID: <4DFC4097.30803@chgk.info> Hello. I'm using RT4. While it's clear how to run it with nginx, it's still not clear for me, is there an init script for rt-server to put it to appropriate runlevel? -- Regards, Vitaly Tskhovrebov Senior System Administrator U.S. +1 (206) 905-9939 Russia +7 911 094-2035 From ruz at bestpractical.com Sat Jun 18 08:11:43 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 18 Jun 2011 16:11:43 +0400 Subject: [rt-users] AdminCC and requestor mailings In-Reply-To: <4DFC4036.7060909@chgk.info> References: <4DFC4036.7060909@chgk.info> Message-ID: Hi, As long as template and condition for notification scrips match then it's recommended to join them into one scrip. For example "On C notify X with template T" and "On C notify Y with template T" get joined into "On C notify X and Y with template T". On Sat, Jun 18, 2011 at 10:05 AM, Vitaly Tskhovrebov wrote: > Hello. > > I'm using group for AdminCC the queue. Eventually, member of AdminCC created > ticket, so he became requester. When owner of ticket reply him, requestor > receives duplicate email notification: one for requestor, and the same for > AdminCC. Is there any way to get rid of duplicate emails? > > RT4. > > -- > Regards, Vitaly Tskhovrebov > Senior System Administrator > U.S. +1 (206) 905-9939 > Russia +7 911 094-2035 > > -------- > 2011 Training: http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From vt at chgk.info Sat Jun 18 08:50:54 2011 From: vt at chgk.info (Vitaly Tskhovrebov) Date: Sat, 18 Jun 2011 16:50:54 +0400 Subject: [rt-users] Couldn't create object Message-ID: <4DFC9F2E.5040609@chgk.info> Hello. Taking error like: Couldn't create object file /opt/rt4/var/mason_data/obj/3452818388/standard/Admin/Queues/Scrips.html.obj: Permission denied apache is running under apache user. [root at nixtool Queues]# ls -l total 92 -rw-r--r-- 1 apache apache 3965 Jun 13 11:52 CustomFields.html.obj -rw-r--r-- 1 apache apache 4733 Jun 13 03:04 GroupRights.html.obj -rw-r--r-- 1 apache apache 9570 Jun 13 03:04 index.html.obj -rw-r--r-- 1 apache apache 23046 Jun 13 03:04 Modify.html.obj -rw-r--r-- 1 apache apache 14226 Jun 14 07:33 People.html.obj -rw-r--r-- 1 apache apache 3637 Jun 13 11:52 Templates.html.obj [root at nixtool Queues]# pwd /opt/rt4/var/mason_data/obj/3452818388/standard/Admin/Queues So it's created somehow other files. What's wrong with Scrips? RT4 -- Regards, Vitaly Tskhovrebov Senior System Administrator U.S. +1 (206) 905-9939 Russia +7 911 094-2035 From ruz at bestpractical.com Sat Jun 18 11:03:25 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 18 Jun 2011 19:03:25 +0400 Subject: [rt-users] Couldn't create object In-Reply-To: <4DFC9F2E.5040609@chgk.info> References: <4DFC9F2E.5040609@chgk.info> Message-ID: Hi, Do `ls -la`. Probably dir itself is not writable. On Sat, Jun 18, 2011 at 4:50 PM, Vitaly Tskhovrebov wrote: > Hello. Taking error like: > Couldn't create object file > /opt/rt4/var/mason_data/obj/3452818388/standard/Admin/Queues/Scrips.html.obj: > Permission denied > > apache is running under apache user. > > [root at nixtool Queues]# ls -l > total 92 > -rw-r--r-- 1 apache apache ?3965 Jun 13 11:52 CustomFields.html.obj > -rw-r--r-- 1 apache apache ?4733 Jun 13 03:04 GroupRights.html.obj > -rw-r--r-- 1 apache apache ?9570 Jun 13 03:04 index.html.obj > -rw-r--r-- 1 apache apache 23046 Jun 13 03:04 Modify.html.obj > -rw-r--r-- 1 apache apache 14226 Jun 14 07:33 People.html.obj > -rw-r--r-- 1 apache apache ?3637 Jun 13 11:52 Templates.html.obj > [root at nixtool Queues]# pwd > /opt/rt4/var/mason_data/obj/3452818388/standard/Admin/Queues > > > So it's created somehow other files. What's wrong with Scrips? > > RT4 > -- > Regards, Vitaly Tskhovrebov > Senior System Administrator > U.S. +1 (206) 905-9939 > Russia +7 911 094-2035 > > -------- > 2011 Training: http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From vt at chgk.info Sat Jun 18 13:16:48 2011 From: vt at chgk.info (Vitaly Tskhovrebov) Date: Sat, 18 Jun 2011 21:16:48 +0400 Subject: [rt-users] Couldn't create object In-Reply-To: References: <4DFC9F2E.5040609@chgk.info> Message-ID: <4DFCDD80.3020702@chgk.info> On 6/18/2011 7:03 PM, Ruslan Zakirov wrote: > Do `ls -la`. Probably dir itself is not writable. [root at nixtool Queues]# ls -la total 108 drwxr-xr-x 2 apache apache 4096 Jun 14 07:33 . drwxr-xr-x 10 apache apache 4096 Jun 13 11:49 .. -rw-r--r-- 1 apache apache 3965 Jun 13 11:52 CustomFields.html.obj -rw-r--r-- 1 apache apache 4733 Jun 13 03:04 GroupRights.html.obj -rw-r--r-- 1 apache apache 9570 Jun 13 03:04 index.html.obj -rw-r--r-- 1 apache apache 23046 Jun 13 03:04 Modify.html.obj -rw-r--r-- 1 apache apache 14226 Jun 14 07:33 People.html.obj -rw-r--r-- 1 apache apache 3637 Jun 13 11:52 Templates.html.obj -- Regards, Vitaly Tskhovrebov Senior System Administrator U.S. +1 (206) 905-9939 Russia +7 911 094-2035 From kobor-l at udvarhely.net Sun Jun 19 22:36:07 2011 From: kobor-l at udvarhely.net (kobor-l at udvarhely.net) Date: Mon, 20 Jun 2011 05:36:07 +0300 (EEST) Subject: [rt-users] RT second instance Message-ID: <4588.78.97.115.157.1308537367.squirrel@mail.udvarhely.net> Hello, I installed a RT 4 under the standard /opt/rt4, with mysql database : rt4db, and rt4user/password mysql privileges. In apache is configured as virtualhost with mod_perl (2.0.4). Working great. Now i wanted to add a second install under /opt/rtsecond , with different db etc (rtseconddb, rtseconduser etc), so i did a new configure/make install/initd. I configured as a second virtualhost in apache under its own subdomain, restarted apache, tried to login and to my suprise default root/password didn't work. After a bit of troubleshooting i realised that RT is trying to connect to the first db, with the first user ( adding quey loging to mysql shows clearly Connect rt4user at localhost on rt4db ; and not Connect rtseconduser on rtseconddb). Then i did triple check everything, but everything seems right (grep -r rt4 /opt/rtsecond matches only Readme files , or perldoc part from .pm files; so config is good; also second virtualhost definition is corretly reffering /opt/rtsecond and not /opt/rt4) Of course if i remove the first virtualhost; or if i start the first via apache and second with rt_server on different port , then works. So, it's a bug, mod_perl limitation or i'm missing something? Thanks, Sandor Marton From asanka_gunasekera at yahoo.co.uk Mon Jun 20 04:37:38 2011 From: asanka_gunasekera at yahoo.co.uk (Asanka) Date: Mon, 20 Jun 2011 08:37:38 +0000 (UTC) Subject: [rt-users] RT - Oracle db authentication as secondary methode References: <682961.85973.qm@web29005.mail.ird.yahoo.com> <4DDD0BAE.3040109@bestpractical.com> Message-ID: Hi Thomas, thanks for the reply, I have removed all that MY_Oracle from the config file and its works. But when I go to select users it dont list database only users (I can see all the LDAP users) From alexmv at bestpractical.com Mon Jun 20 08:47:44 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 20 Jun 2011 08:47:44 -0400 Subject: [rt-users] RT second instance In-Reply-To: <4588.78.97.115.157.1308537367.squirrel@mail.udvarhely.net> References: <4588.78.97.115.157.1308537367.squirrel@mail.udvarhely.net> Message-ID: <1308574064.9363.1.camel@kohr-ah> On Mon, 2011-06-20 at 05:36 +0300, kobor-l at udvarhely.net wrote: > [snip] > So, it's a bug, mod_perl limitation or i'm missing something? It's a mod_perl limitation; if you want to tun more than one RT instance in an Apache instance, run them under fastcgi. - Alex From D.Obando at ehapa.de Mon Jun 20 08:50:13 2011 From: D.Obando at ehapa.de (Obando, David DE - EV) Date: Mon, 20 Jun 2011 12:50:13 +0000 Subject: [rt-users] logged out when requesting a ticket page Message-ID: <8F38F64549978B49854C17A67E84F9F0014795@txlevd1-xch05.ev.egmont.com> Hi all, I upgraded an rt4 system manually for testing reason and imported a database from an 3.8.8 installation. Apart from the DB and the RT_SiteConfig.pm no changes/customizations have been done yet. I use Apache and mod_perl with the simple config: ### 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" Alias /NoAuth/Images/ /opt/rt4/share/html/NoAuth/images/ Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); After logging in I can access all pages (e.g. http://rt2.abc.de/Search/Simple.html) apart from ticket pages. The ticket pages have a URL like http://rt2.abc.de/rt/Ticket/Display.html?id=17274, with /rt as a first directory. When requesting a ticket page I'm kicked out and have to log in again with a session ID in the URL like http://rt2.abc.de/NoAuth/Login.html?next=becffd2d0918f5b194bfa32b686bd851. When trying to login on that page I receive a new login page with a new session ID. Any hints what I missed? Best regards, David -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Mon Jun 20 09:15:12 2011 From: ktm at rice.edu (ktm at rice.edu) Date: Mon, 20 Jun 2011 08:15:12 -0500 Subject: [rt-users] RT second instance In-Reply-To: <4588.78.97.115.157.1308537367.squirrel@mail.udvarhely.net> References: <4588.78.97.115.157.1308537367.squirrel@mail.udvarhely.net> Message-ID: <20110620131512.GD31892@staff-mud-56-27.rice.edu> On Mon, Jun 20, 2011 at 05:36:07AM +0300, kobor-l at udvarhely.net wrote: > Hello, > > I installed a RT 4 under the standard /opt/rt4, with mysql database : > rt4db, and rt4user/password mysql privileges. > In apache is configured as virtualhost with mod_perl (2.0.4). > Working great. > > Now i wanted to add a second install under /opt/rtsecond , with different > db etc (rtseconddb, rtseconduser etc), so i did a new configure/make > install/initd. > I configured as a second virtualhost in apache under its own subdomain, > restarted apache, tried to login and to my suprise default root/password > didn't work. > After a bit of troubleshooting i realised that RT is trying to connect to > the first db, with the first user ( adding quey loging to mysql shows > clearly Connect rt4user at localhost on rt4db ; and not Connect > rtseconduser on rtseconddb). > Then i did triple check everything, but everything seems right (grep -r > rt4 /opt/rtsecond matches only Readme files , or perldoc part from .pm > files; so config is good; also second virtualhost definition is corretly > reffering /opt/rtsecond and not /opt/rt4) > Of course if i remove the first virtualhost; or if i start the first via > apache and second with rt_server on different port , then works. > > > So, it's a bug, mod_perl limitation or i'm missing something? > > Thanks, > Sandor Marton Did you take a look at the wiki? http://requesttracker.wikia.com/wiki/MultipleInstances Cheers, Ken From falcone at bestpractical.com Mon Jun 20 10:11:15 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 20 Jun 2011 10:11:15 -0400 Subject: [rt-users] logged out when requesting a ticket page In-Reply-To: <8F38F64549978B49854C17A67E84F9F0014795@txlevd1-xch05.ev.egmont.com> References: <8F38F64549978B49854C17A67E84F9F0014795@txlevd1-xch05.ev.egmont.com> Message-ID: <20110620141115.GN912@jibsheet.com> On Mon, Jun 20, 2011 at 12:50:13PM +0000, Obando, David DE - EV wrote: > Hi all, > > > > I upgraded an rt4 system manually for testing reason and imported a database from an 3.8.8 > installation. Apart from the DB and the RT_SiteConfig.pm no changes/customizations have been > done yet. > After logging in I can access all pages (e.g. [1]http://rt2.abc.de/Search/Simple.html) apart > from ticket pages. The ticket pages have a URL like > [2]http://rt2.abc.de/rt/Ticket/Display.html?id=17274, with /rt as a first directory. > > When requesting a ticket page I'm kicked out and have to log in again with a session ID in the > URL like [3]http://rt2.abc.de/NoAuth/Login.html?next=becffd2d0918f5b194bfa32b686bd851. When > trying to login on that page I receive a new login page with a new session ID. How are you getting to the Ticket page? Did you have WebPath set in your 3.8 install? Did you have a customized search format? Please provide your sanitized RT_SiteConfig.pm -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jun 20 10:16:49 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 20 Jun 2011 10:16:49 -0400 Subject: [rt-users] RT4 rt-server fcgi In-Reply-To: <4DFC4097.30803@chgk.info> References: <4DFC4097.30803@chgk.info> Message-ID: <20110620141649.GO912@jibsheet.com> On Sat, Jun 18, 2011 at 10:07:19AM +0400, Vitaly Tskhovrebov wrote: > Hello. > > I'm using RT4. While it's clear how to run it with nginx, it's still > not clear for me, is there an init script for rt-server to put it to > appropriate runlevel? I believe you're asking if there is an init script to start the external fcgi server? We don't include one. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From gsollazz at sgul.ac.uk Mon Jun 20 10:31:07 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Mon, 20 Jun 2011 15:31:07 +0100 Subject: [rt-users] RT::Extension::Nagios Message-ID: <4DFF59AB.50004@sgul.ac.uk> Hi all, I'm trying to get RT::Extension::Nagios to work but I'm stuck and I can't totally understand why as there's nothing in the logs. My RT_SiteConfig.pm looks like this in the relevant bits: Set( @Plugins, qw(RT::Authen::ExternalAuth RT::Extension::LDAPImport RT::Extension::Nagios)); Set($NagiosSearchAllQueues, 0); # true Set($NagiosMergeTickets, 1); # merged to the newest ticket. As far as I understand this should be enough. Now, the regexp that is matched against the subject is (PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+(Service|Host) Alert: ([^/]+)/?(.*)\s+is\s+(\w+) and as far as I can understand the match is made only over the subject line (i.e. PROBLEM of a given host/service is matched with RECOVERY or ACKNOWLEDGEMENT of the same host/service). I've tried issuing two e-mails with subjects "PROBLEM Service Alert: sambaserver/sambaserver_root is WARNING" "PROBLEM Service Alert: sambaserver/sambaserver_root is OK" but no automatic closure/merge happened. As I said, there's no mention in the logs. How can I understand what's going on? Thanks, Giuseppe -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 From falcone at bestpractical.com Mon Jun 20 10:45:12 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 20 Jun 2011 10:45:12 -0400 Subject: [rt-users] RT::Extension::Nagios In-Reply-To: <4DFF59AB.50004@sgul.ac.uk> References: <4DFF59AB.50004@sgul.ac.uk> Message-ID: <20110620144512.GP912@jibsheet.com> On Mon, Jun 20, 2011 at 03:31:07PM +0100, Giuseppe Sollazzo wrote: > Hi all, > I'm trying to get RT::Extension::Nagios to work but I'm stuck and I > can't totally understand why as there's nothing in the logs. > > My RT_SiteConfig.pm looks like this in the relevant bits: > > Set( @Plugins, qw(RT::Authen::ExternalAuth RT::Extension::LDAPImport > RT::Extension::Nagios)); > Set($NagiosSearchAllQueues, 0); # true > Set($NagiosMergeTickets, 1); # merged to the newest ticket. > > As far as I understand this should be enough. Now, the regexp that > is matched against the subject is > (PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+(Service|Host) Alert: > ([^/]+)/?(.*)\s+is\s+(\w+) > > and as far as I can understand the match is made only over the > subject line (i.e. PROBLEM of a given host/service is matched with > RECOVERY or ACKNOWLEDGEMENT of the same host/service). > > I've tried issuing two e-mails with subjects > "PROBLEM Service Alert: sambaserver/sambaserver_root is WARNING" > "PROBLEM Service Alert: sambaserver/sambaserver_root is OK" > > but no automatic closure/merge happened. As I said, there's no > mention in the logs. How can I understand what's going on? Did you run make initdb? Do you have the On Create Update Nagios Tickets scrip? That scrip will log if it matches in the subject. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From gsollazz at sgul.ac.uk Mon Jun 20 10:53:23 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Mon, 20 Jun 2011 15:53:23 +0100 Subject: [rt-users] RT::Extension::Nagios In-Reply-To: <4DFF59AB.50004@sgul.ac.uk> References: <4DFF59AB.50004@sgul.ac.uk> Message-ID: <4DFF5EE3.7060106@sgul.ac.uk> >Did you run make initdb? Do you have the On Create Update Nagios >Tickets scrip? That scrip will log if it matches in the subject. Hi Kevin, thanks - I haven't. I can't find such info in the readme/wiki. Is there any example anywhere else? So basically, 1) There's no "update nagios" option in the scrip, or such scrip at all, so I suppose this is because I didn't run the make initdb 2) make initdb in which makefile? (I installed the extension via cpan, if that makes any difference). Thanks, Giuseppe -------------- next part -------------- A non-text attachment was scrubbed... Name: Attached Message Part Type: application/pgp-signature Size: 196 bytes Desc: not available URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: Attached Message Part URL: From falcone at bestpractical.com Mon Jun 20 11:11:04 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 20 Jun 2011 11:11:04 -0400 Subject: [rt-users] RT::Extension::Nagios In-Reply-To: <4DFF5EE3.7060106@sgul.ac.uk> References: <4DFF59AB.50004@sgul.ac.uk> <4DFF5EE3.7060106@sgul.ac.uk> Message-ID: <20110620151104.GQ912@jibsheet.com> On Mon, Jun 20, 2011 at 03:53:23PM +0100, Giuseppe Sollazzo wrote: > > >Did you run make initdb? Do you have the On Create Update Nagios > >Tickets scrip? That scrip will log if it matches in the subject. > > > Hi Kevin, > thanks - I haven't. I can't find such info in the readme/wiki. > Is there any example anywhere else? Step 4 of the README included in the extension covers this. http://cpansearch.perl.org/src/SUNNAVY/RT-Extension-Nagios-0.06/README -kevin > So basically, > 1) There's no "update nagios" option in the scrip, or such scrip at > all, so I suppose this is because I didn't run the make initdb > 2) make initdb in which makefile? (I installed the extension via > cpan, if that makes any difference). > > Thanks, > Giuseppe -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From gsollazz at sgul.ac.uk Mon Jun 20 11:15:01 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Mon, 20 Jun 2011 16:15:01 +0100 Subject: [rt-users] RT::Extension::Nagios In-Reply-To: <20110620151104.GQ912@jibsheet.com> References: <4DFF59AB.50004@sgul.ac.uk> <4DFF5EE3.7060106@sgul.ac.uk> <20110620151104.GQ912@jibsheet.com> Message-ID: <4DFF63F5.5070908@sgul.ac.uk> Ok - so I assume there's no way of having this to work when installed via cpan? G On 20/06/11 16:11, Kevin Falcone wrote: > On Mon, Jun 20, 2011 at 03:53:23PM +0100, Giuseppe Sollazzo wrote: >>> Did you run make initdb? Do you have the On Create Update Nagios >>> Tickets scrip? That scrip will log if it matches in the subject. >> >> Hi Kevin, >> thanks - I haven't. I can't find such info in the readme/wiki. >> Is there any example anywhere else? > Step 4 of the README included in the extension covers this. > > http://cpansearch.perl.org/src/SUNNAVY/RT-Extension-Nagios-0.06/README > > -kevin > >> So basically, >> 1) There's no "update nagios" option in the scrip, or such scrip at >> all, so I suppose this is because I didn't run the make initdb >> 2) make initdb in which makefile? (I installed the extension via >> cpan, if that makes any difference). >> >> Thanks, >> Giuseppe >> >> >> >> -------- >> 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From knarrj at gsicommerce.com Mon Jun 20 12:15:00 2011 From: knarrj at gsicommerce.com (Joshua Knarr) Date: Mon, 20 Jun 2011 12:15:00 -0400 Subject: [rt-users] RT::Authen::ExternalAuth? In-Reply-To: <20110614191734.GS912@jibsheet.com> References: <1308077424.2128.27.camel@barley.gsicommerce.com> <20110614191734.GS912@jibsheet.com> Message-ID: <1308586500.2118.39.camel@barley.gsicommerce.com> So RT 3.8.10 is working swimmingly well except for one possible post upgrade snag - two users (out of 100+) reported that after RT was restarted they were logged in as someone else. Any ideas? On Tue, 2011-06-14 at 15:17 -0400, Kevin Falcone wrote: > On Tue, Jun 14, 2011 at 02:50:24PM -0400, Joshua Knarr wrote: > > Kevin - We gave up on RT 4. RTFM is not the answer. The problem is threefold: > > Oh, now that I reread your original thread I see. > > You didn't run any database upgrades between 3.4.5 and 4.0.0 other than > those described in UPGRADING.mysql. > > That's going to cause you problems on 3.8.10 also. > > -kevin -- Joshua Knarr Systems Engineer GSI Commerce, Inc. http://www.gsicommerce.com E-Mail: knarrj at gsicommerce.com Office: 610-491-7110 Mobile: 484-636-7371 The information contained in this electronic mail transmission is intended only for the use of the individual or entity named in this transmission. If you are not the intended recipient of this transmission, you are hereby notified that any disclosure, copying or distribution of the contents of this transmission is strictly prohibited and that you should delete the contents of this transmission from your system immediately. Any comments or statements contained in this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or its subsidiaries and/or affiliates. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Jun 20 12:40:05 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 20 Jun 2011 09:40:05 -0700 Subject: [rt-users] AdminCC and requestor mailings In-Reply-To: References: <4DFC4036.7060909@chgk.info> Message-ID: Vitaly, Sorry for the typo. This is the code we use: Condition: User Defined Action: Notify AdminCcs Template: Global template: Admin Correspond Stage: TransactionBatch Custom Condition Code: # Set initial values my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $queue = $ticket->QueueObj; my $requestor = $ticket->Requestors->UserMembersObj->First->PrincipalId; # Get out now if the requestor or owner is an AdminCc if ($queue->AdminCc->HasMember($requestor)) { return 0; } # Get out now if the transaction is NOT a "Correspond" return ($trans->Type eq "Correspond"); return 0; Hope this helps. Kenn LBNL On Mon, Jun 20, 2011 at 9:33 AM, Kenneth Crocker wrote: > Vitaly, > > I believe you are referring to duplicate emails when the Requesdtor is also > an AdminCc. Yes, I ran into that problem myself and just modifed the scrip > to ignore those cases. The code is below: > > Condition: User Defined > Action: Notify AdminCcs > Template: Global template: Admin Correspond > Stage: TransactionBatch > > Custom Condition Code > # Set initial values > > my $trans = $self->TransactionObj; > my $ticket = $self->TicketObj; > my $queue = $ticket->QueueObj; > my $qname = substr($queue->Name, 0, 3); > my $owner = $ticket->OwnerObj->PrincipalId; > my $requestor = $ticket->Requestors->UserMembersObj->First->PrincipalId; > > # Get out now if the requestor or owner is an AdminCc > > if ($queue->AdminCc->HasMember($requestor)) > { > return 0; > } > > # Get out now if the transaction is NOT a "Correspond" > > return 0 unless ($trans->Type eq "Correspond"); > > Hope this helps. > > Kenn > LBNL > > return 0; > > > On Fri, Jun 17, 2011 at 11:05 PM, Vitaly Tskhovrebov wrote: > >> Hello. >> >> I'm using group for AdminCC the queue. Eventually, member of AdminCC >> created ticket, so he became requester. When owner of ticket reply him, >> requestor receives duplicate email notification: one for requestor, and the >> same for AdminCC. Is there any way to get rid of duplicate emails? >> >> RT4. >> >> -- >> Regards, Vitaly Tskhovrebov >> Senior System Administrator >> U.S. +1 (206) 905-9939 >> Russia +7 911 094-2035 >> >> -------- >> 2011 Training: http://bestpractical.com/**services/training.html >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From vt at chgk.info Mon Jun 20 13:01:35 2011 From: vt at chgk.info (Vitaly Tskhovrebov) Date: Mon, 20 Jun 2011 21:01:35 +0400 Subject: [rt-users] AdminCC and requestor mailings In-Reply-To: References: <4DFC4036.7060909@chgk.info> Message-ID: <4DFF7CEF.30009@chgk.info> Thank you very much! I salute you, sir. On 6/20/2011 8:40 PM, Kenneth Crocker wrote: > Sorry for the typo. This is the code we use: -- Regards, Vitaly Tskhovrebov Senior System Administrator U.S. +1 (206) 905-9939 Russia +7 911 094-2035 From vt at chgk.info Mon Jun 20 13:04:56 2011 From: vt at chgk.info (Vitaly Tskhovrebov) Date: Mon, 20 Jun 2011 21:04:56 +0400 Subject: [rt-users] RT4 rt-server fcgi In-Reply-To: <20110620141649.GO912@jibsheet.com> References: <4DFC4097.30803@chgk.info> <20110620141649.GO912@jibsheet.com> Message-ID: <4DFF7DB8.4050504@chgk.info> On 6/20/2011 6:16 PM, Kevin Falcone wrote: > external fcgi server? We don't include one. Thanks, Kevin. Why not? :-) I do understand it's maintainers' job to do so for OS they are responsible, but I'd like to have some reference script at last. -- Regards, Vitaly Tskhovrebov Senior System Administrator U.S. +1 (206) 905-9939 Russia +7 911 094-2035 From kae at midnighthax.com Mon Jun 20 17:28:07 2011 From: kae at midnighthax.com (Keith Edmunds) Date: Mon, 20 Jun 2011 22:28:07 +0100 Subject: [rt-users] Blacklist and Bugzilla In-Reply-To: <20110613104815.1524f409@kae.tiger-computing.wbp> References: <20110531123200.7637fa9e@kae.tiger-computing.wbp> <20110607151953.578fac42@kae.tiger-computing.wbp> <20110607154753.GL912@jibsheet.com> <20110613104815.1524f409@kae.tiger-computing.wbp> Message-ID: <20110620222807.2c259771@ws.the.cage> On Mon, 13 Jun 2011 10:48:15 +0100, kae at midnighthax.com said: > The question, in case it's lost in the history, is "why is the address > being blacklisted" (or "how can I find out why the address is being > blacklisted" or, ultimately, "how can I stop it being blacklisted"). Any chance of a pointer to being able to answer this? Thanks, Keith -- "You can have everything in life you want if you help enough other people get what they want" - Zig Ziglar. Who did you help today? From falcone at bestpractical.com Mon Jun 20 18:29:20 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 20 Jun 2011 18:29:20 -0400 Subject: [rt-users] Blacklist and Bugzilla In-Reply-To: <20110613104815.1524f409@kae.tiger-computing.wbp> References: <20110531123200.7637fa9e@kae.tiger-computing.wbp> <20110607151953.578fac42@kae.tiger-computing.wbp> <20110607154753.GL912@jibsheet.com> <20110613104815.1524f409@kae.tiger-computing.wbp> Message-ID: <20110620222920.GS912@jibsheet.com> On Mon, Jun 13, 2011 at 10:48:15AM +0100, Keith Edmunds wrote: > > You should probably include a full log, rather than cherry picked > > parts of it. > > Fair comment. Here's the full log of a new ticket, up to the time when the > 'blacklisted' message appears. I've put blank lines between each line to > reduce the confusion from wrapping. You still seem to have trimmed some, since 9 scrips are identified. > [Thu Jun 9 11:33:34 2011] [info]: > > bugzilla-internal@[REDACTED] was blacklisted for outbound mail on this > transaction. Skipping > (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:828) What is scrip 29? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From asanka_gunasekera at yahoo.co.uk Mon Jun 20 23:38:53 2011 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Tue, 21 Jun 2011 04:38:53 +0100 (BST) Subject: [rt-users] =?utf-8?b?UlQgZXJyb3Ig4oCcQ291bGRuJ3QgbG9hZCB1c2VyICcn?= Message-ID: <715776.72049.qm@web29018.mail.ird.yahoo.com> 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 read in one of your mailing list replies saying that user was got over this issue by removing Authen::ExternalAuth from plugging. But in my case I am unable to do so since AD authentication is my primary method of authentication. http://lists.fsck.com/pipermail/rt-users/2009-December/062628.html I don?t want RT to create users in AD but to create new users in oracle DB Can someone tell me how to get over this problem? Thanks & regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Tue Jun 21 03:56:11 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Tue, 21 Jun 2011 08:56:11 +0100 Subject: [rt-users] =?utf-8?b?UlQgZXJyb3Ig4oCcQ291bGRuJ3QgbG9hZCB1c2VyICcn?= In-Reply-To: <715776.72049.qm@web29018.mail.ird.yahoo.com> References: <715776.72049.qm@web29018.mail.ird.yahoo.com> Message-ID: <4E004E9B.9020505@sgul.ac.uk> Hi Asanka, can you paste the full error, please? Thanks, Giuseppe On 21/06/11 04:38, Asanka Gunasekera wrote: > rror ?Couldn't load user '' > I read in one of your mailing list replies saying that user was got over this > issue by removing Authen::ExternalAuth from plugging. But in my case I am unable > to do so since AD authentication is my primary method of authentication. -- ____________________________________ 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 kae at midnighthax.com Tue Jun 21 04:42:00 2011 From: kae at midnighthax.com (Keith Edmunds) Date: Tue, 21 Jun 2011 09:42:00 +0100 Subject: [rt-users] Blacklist and Bugzilla In-Reply-To: <20110620222920.GS912@jibsheet.com> References: <20110531123200.7637fa9e@kae.tiger-computing.wbp> <20110607151953.578fac42@kae.tiger-computing.wbp> <20110607154753.GL912@jibsheet.com> <20110613104815.1524f409@kae.tiger-computing.wbp> <20110620222920.GS912@jibsheet.com> Message-ID: <20110621094200.50373e47@kae.tiger-computing.wbp> > You still seem to have trimmed some, since 9 scrips are identified. There's nothing trimmed within the extract I posted, although there is more before and after. > What is scrip 29? Condition: On Create Action: Autoreply to Requestors Template: Global template: Autoreply Stage: TransactionCreate No user defined conditions and actions; however, the template is modified: ========================================================================== Subject: AutoReply: {$Ticket->Subject} { $RT::Logger->warning("In template autoreply"); my %bugzillaList; foreach ('bugzilla-projectx@[REDACTED]','bugzilla-internal@[REDACTED') { $bugzillaList{$_} = 1; }; my $ticketRequestor = lc($Ticket->CreatorObj->EmailAddress); $RT::Logger->warning("Requestor $ticketRequestor in template autoreply"); if (exists $bugzillaList{$ticketRequestor}) { $RT::Logger->warning("Bugzilla ticket in template autoreply"); $Ticket->Subject =~ /\[Bug\s(\d{3,})/; $OUT = '@bug_id'." = $1\n"; $Ticket->Subject =~ /\[Bug\s\d{3,}] (?:New: )?(.*)/; $OUT .= '@short_desc'." = $1"; $OUT .= " [$rtname ".'#'; $OUT .= $Ticket->id; $OUT .= "]\n"; } else { $OUT = ''; } } Thank you for your mail, which has now been automatically logged on our support system as ticket reference: [{$rtname} #{$Ticket->id()}]. There is no need to reply to this message right now, but if you do want to update the details of this ticket please include the string [{$rtname} #{$Ticket->id}] in the subject line. You can do that by simply replying to this message. Thank you, Technical Support ------------------------------------------------------------------------- {$Transaction->Content()} ========================================================================== Thanks, Keith -- "You can have everything in life you want if you help enough other people get what they want" - Zig Ziglar. Who did you help today? From D.Obando at ehapa.de Tue Jun 21 04:49:25 2011 From: D.Obando at ehapa.de (Obando, David DE - EV) Date: Tue, 21 Jun 2011 08:49:25 +0000 Subject: [rt-users] logged out when requesting a ticket page In-Reply-To: <20110620141115.GN912@jibsheet.com> References: <8F38F64549978B49854C17A67E84F9F0014795@txlevd1-xch05.ev.egmont.com> <20110620141115.GN912@jibsheet.com> Message-ID: <8F38F64549978B49854C17A67E84F9F0015492@txlevd1-xch05.ev.egmont.com> Hi, >How are you getting to the Ticket page? By clicking on a ticket on the dashboard. >Did you have WebPath set in your 3.8 install? Yes, I set it in my 3.8 install. >Did you have a customized search format? No. >Please provide your sanitized RT_SiteConfig.pm Here's my config: [root at debian ~]# cat /opt/rt4/etc/RT_SiteConfig.pm my $zone = "UTC"; $zone=`/bin/cat /etc/timezone` if -f "/etc/timezone"; chomp $zone; Set($Timezone, $zone); # THE BASICS: Set($rtname, 'rt2.abc.de'); Set($Organization, 'abc.de'); Set($CorrespondAddress , 'rt at rt2.abc.de'); Set($CommentAddress , 'rt-comment at rt2.abc.de'); # THE WEBSERVER: #Set($WebPath , "/rt"); Set($WebDomain , "rt2.abc.de"); # THE DATABASE: # generated by dbconfig-common Set($DatabaseType, "mysql"); Set($DatabaseHost, 'localhost'); Set($DatabasePort, ''); Set($DatabaseName , 'rt3'); Set($DatabaseUser , 'rt3'); Set($DatabasePassword , abc); Set($WebDefaultStylesheet , "aileron"); ############# Set($RTAddressRegexp , '^help(-comment)?\@rt2\.abc\.de$'); #Disables Mason caching - slows down the server #Deactivate ('0') it in production environment Set($DevelMode, '1'); Set($LogoURL, "/NoAuth/images/logo_ev.jpg"); #Set($WebImagesURL , "/rt/NoAuth/images/"); Set($LogoLinkURL, 'http://abc.de'); Set($LogoAltText, ""); Set($LogoImageWidth, 75); Set($LogoImageHeight, 38); Set($DefaultSummaryRows, 30); Set(%GnuPG, Enable => 0); Set($DefaultQueue, "abc"); Set($MaxInlineBody, 40000); Set($LogToSyslog , 'debug'); Best regards, David From peter at cnse.se Tue Jun 21 06:34:08 2011 From: peter at cnse.se (Manana) Date: Tue, 21 Jun 2011 03:34:08 -0700 (PDT) Subject: [rt-users] Problem upgrading to RT4 Message-ID: <31891884.post@talk.nabble.com> Hi, Im having some trouble upgrading my existing RT 3.8 to RT 4. Running on newly upgraded Ubuntu 10.4. After spending some time fixing all dependencies i finally got " All dependencies have been found" after running 'make testdeps'. After that the upgrade instructions state that i should run 'make upgrade', after it has checked all dependencies i get an error: All dependencies have been found. install-sh -m 0755 -o root -g www -d /opt/rt4/etc make: install-sh: Command not found make: *** [config-install] Error 127 I cant figure out why im getting this error, can anyone help me out ? Any help is much appreciated! Thank you! -- View this message in context: http://old.nabble.com/Problem-upgrading-to-RT4-tp31891884p31891884.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From GBaxter at blackpoolsixth.ac.uk Tue Jun 21 06:48:43 2011 From: GBaxter at blackpoolsixth.ac.uk (Guy Baxter) Date: Tue, 21 Jun 2011 11:48:43 +0100 Subject: [rt-users] RT-External Auth & RT 4.0 In-Reply-To: <20110610125213.GB912@jibsheet.com> References: < > <20110607155016.GM912@jibsheet.com> < > < > <20110608133618.GR912@jibsheet.com> < > <20110610125213.GB912@jibsheet.com> Message-ID: Hi, Apologies for the delay: [Tue Jun 21 10:42:11 2011] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0, EmailAddress: gbaxter at b6fc.ac.uk, Gecos: A Weetman, Name: gbaxter, Privileged: 0, RealName: (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) [Tue Jun 21 10:42:11 2011] [error]: Couldn't create user A Weetman: Name in use (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:129) [Tue Jun 21 10:42:11 2011] [error]: FAILED LOGIN for A Weetman from 192.164.0.67 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:639) Unsure what the first line is as that's my UPN account details from AD. The user I logged in as was A Weetman from OD Thanks Regards, Guy This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. ##################################################################################### Scanned by MailMarshal - Marshal's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.com ##################################################################################### From gsollazz at sgul.ac.uk Tue Jun 21 06:57:59 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Tue, 21 Jun 2011 11:57:59 +0100 Subject: [rt-users] RT-External Auth & RT 4.0 In-Reply-To: References: <20110607155016.GM912@jibsheet.com> <20110608133618.GR912@jibsheet.com> <20110610125213.GB912@jibsheet.com> Message-ID: <4E007937.5090807@sgul.ac.uk> Hi Guy, this might be a problem with your attr_match_list, which is possible done on Name and not just on user id / EmailAddress. Can you verify this and report back? Giuseppe On 21/06/11 11:48, Guy Baxter wrote: > Hi, > > Apologies for the delay: > > [Tue Jun 21 10:42:11 2011] [info]: > RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0, > EmailAddress: gbaxter at b6fc.ac.uk, Gecos: A Weetman, Name: gbaxter, > Privileged: 0, RealName: > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) > [Tue Jun 21 10:42:11 2011] [error]: Couldn't create user A Weetman: Name > in use > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:129) > [Tue Jun 21 10:42:11 2011] [error]: FAILED LOGIN for A Weetman from > 192.164.0.67 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:639) > > Unsure what the first line is as that's my UPN account details from AD. > The user I logged in as was A Weetman from OD > > Thanks > > Regards, > > Guy > > > This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. > > Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. > > ##################################################################################### > Scanned by MailMarshal - Marshal's comprehensive email content security solution. > Download a free evaluation of MailMarshal at www.marshal.com > ##################################################################################### > > -------- > 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 From raphael.mouneyres at sagemcom.com Tue Jun 21 08:28:32 2011 From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=) Date: Tue, 21 Jun 2011 14:28:32 +0200 Subject: [rt-users] RT-External Auth & RT 4.0 In-Reply-To: Message-ID: <5868_1308659316_4E008E74_5868_243_1_OFF3466941.B67F5E98-ONC12578B6.00445D77-C12578B6.00448802@sagemcom.com> Hello, i've had such messages when a user already exists in my RT instance with the same email adress, may it be disabled.... try to search your users list. Rapha?l "Guy Baxter" Envoy? par : rt-users-bounces at lists.bestpractical.com 21/06/2011 12:47 A rt-users at lists.bestpractical.com cc Objet Re: [rt-users] RT-External Auth & RT 4.0 Hi, Apologies for the delay: [Tue Jun 21 10:42:11 2011] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0, EmailAddress: gbaxter at b6fc.ac.uk, Gecos: A Weetman, Name: gbaxter, Privileged: 0, RealName: (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) [Tue Jun 21 10:42:11 2011] [error]: Couldn't create user A Weetman: Name in use (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:129) [Tue Jun 21 10:42:11 2011] [error]: FAILED LOGIN for A Weetman from 192.164.0.67 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:639) Unsure what the first line is as that's my UPN account details from AD. The user I logged in as was A Weetman from OD Thanks Regards, Guy This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. ##################################################################################### Scanned by MailMarshal - Marshal's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.com ##################################################################################### -------- 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." # -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jun 21 09:00:31 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 21 Jun 2011 09:00:31 -0400 Subject: [rt-users] =?utf-8?b?UlQgZXJyb3Ig4oCcQ291bGRuJ3QgbG9hZCB1c2VyICcn?= In-Reply-To: <715776.72049.qm@web29018.mail.ird.yahoo.com> References: <715776.72049.qm@web29018.mail.ird.yahoo.com> Message-ID: <20110621130031.GT912@jibsheet.com> On Tue, Jun 21, 2011 at 04:38:53AM +0100, Asanka Gunasekera 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 '' Are you sure the user doesn't already exist? Go to Tools -> Configuration -> Users -> Select and use either the Go To User box or the search to see if the user you're creating already exists as an unprivileged user. -kevin > I read in one of your mailing list replies saying that user was got over this issue by > removing Authen::ExternalAuth from plugging. But in my case I am unable to do so since AD > authentication is my primary method of authentication. > > http://lists.fsck.com/pipermail/rt-users/2009-December/062628.html > > I don't want RT to create users in AD but to create new users in oracle DB > > Can someone tell me how to get over this problem? > > Thanks & regards > > -------- > 2011 Training: http://bestpractical.com/services/training.html -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jun 21 09:17:38 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 21 Jun 2011 09:17:38 -0400 Subject: [rt-users] logged out when requesting a ticket page In-Reply-To: <8F38F64549978B49854C17A67E84F9F0015492@txlevd1-xch05.ev.egmont.com> References: <8F38F64549978B49854C17A67E84F9F0014795@txlevd1-xch05.ev.egmont.com> <20110620141115.GN912@jibsheet.com> <8F38F64549978B49854C17A67E84F9F0015492@txlevd1-xch05.ev.egmont.com> Message-ID: <20110621131738.GU912@jibsheet.com> On Tue, Jun 21, 2011 at 08:49:25AM +0000, Obando, David DE - EV wrote: > Hi, > > >How are you getting to the Ticket page? > By clicking on a ticket on the dashboard. So, the link in the dashboard contains the erroneous /rt ? Is this a search that you customized at some point back in 3.8 when you were using /rt ? If so, you will need to edit it in the Advanced tab to fix the hardcoded /rt and replace it with __WebPath__ -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jun 21 09:18:36 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 21 Jun 2011 09:18:36 -0400 Subject: [rt-users] Problem upgrading to RT4 In-Reply-To: <31891884.post@talk.nabble.com> References: <31891884.post@talk.nabble.com> Message-ID: <20110621131836.GV912@jibsheet.com> On Tue, Jun 21, 2011 at 03:34:08AM -0700, Manana wrote: > Im having some trouble upgrading my existing RT 3.8 to RT 4. Running on > newly upgraded Ubuntu 10.4. > > After spending some time fixing all dependencies i finally got " All > dependencies have been found" after running 'make testdeps'. > > After that the upgrade instructions state that i should run 'make upgrade', > after it has checked all dependencies i get an error: > > All dependencies have been found. > install-sh -m 0755 -o root -g www -d /opt/rt4/etc > make: install-sh: Command not found > make: *** [config-install] Error 127 > > I cant figure out why im getting this error, can anyone help me out ? Any > help is much appreciated! Did you run ./configure or did you just run make fixdeps and then make upgrade? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From peter at cnse.se Tue Jun 21 09:24:21 2011 From: peter at cnse.se (Manana) Date: Tue, 21 Jun 2011 06:24:21 -0700 (PDT) Subject: [rt-users] Problem upgrading to RT4 In-Reply-To: <20110621131836.GV912@jibsheet.com> References: <31891884.post@talk.nabble.com> <20110621131836.GV912@jibsheet.com> Message-ID: <31894202.post@talk.nabble.com> I did not run ./configure , was i suppose to do that before running make upgrade ? Kevin Falcone-2 wrote: > > On Tue, Jun 21, 2011 at 03:34:08AM -0700, Manana wrote: >> Im having some trouble upgrading my existing RT 3.8 to RT 4. Running on >> newly upgraded Ubuntu 10.4. >> >> After spending some time fixing all dependencies i finally got " All >> dependencies have been found" after running 'make testdeps'. >> >> After that the upgrade instructions state that i should run 'make >> upgrade', >> after it has checked all dependencies i get an error: >> >> All dependencies have been found. >> install-sh -m 0755 -o root -g www -d /opt/rt4/etc >> make: install-sh: Command not found >> make: *** [config-install] Error 127 >> >> I cant figure out why im getting this error, can anyone help me out ? Any >> help is much appreciated! > > Did you run ./configure or did you just run make fixdeps and then make > upgrade? > > -kevin > > > > -------- > 2011 Training: http://bestpractical.com/services/training.html > -- View this message in context: http://old.nabble.com/Problem-upgrading-to-RT4-tp31891884p31894202.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From trs at bestpractical.com Tue Jun 21 09:34:29 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 21 Jun 2011 09:34:29 -0400 Subject: [rt-users] Problem upgrading to RT4 In-Reply-To: <31894202.post@talk.nabble.com> References: <31891884.post@talk.nabble.com> <20110621131836.GV912@jibsheet.com> <31894202.post@talk.nabble.com> Message-ID: <4E009DE5.8040207@bestpractical.com> On 06/21/2011 09:24 AM, Manana wrote: > I did not run ./configure , was i suppose to do that before running make > upgrade ? Yep. It's step 2 of the README, so you may want to go back and re-read the README carefully (along with UPGRADING and any other relevant UPGRADING files that it tells you to read). From fooraide at gmail.com Tue Jun 21 09:54:06 2011 From: fooraide at gmail.com (David) Date: Tue, 21 Jun 2011 09:54:06 -0400 Subject: [rt-users] Using "__CurrentUser__" in a Custom Field "LinkValuesTo" Message-ID: Hi, I am trying to create a custom field that will contain a link with something like: http://host/script.pl?variable1=__CurrentUser__&variable2=__id__ This perl script will in return use RT::Client::REST to do far more complicated tasks with the data passed to it. Now, while __id__ works, I'd like the field to also use __CurrentUser__ (as a search would do). Is this possible ? I've looked through the documentation, google and mailing lists but to no avail. Thanks, - David From falcone at bestpractical.com Tue Jun 21 10:12:08 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 21 Jun 2011 10:12:08 -0400 Subject: [rt-users] Blacklist and Bugzilla In-Reply-To: <20110621094200.50373e47@kae.tiger-computing.wbp> References: <20110531123200.7637fa9e@kae.tiger-computing.wbp> <20110607151953.578fac42@kae.tiger-computing.wbp> <20110607154753.GL912@jibsheet.com> <20110613104815.1524f409@kae.tiger-computing.wbp> <20110620222920.GS912@jibsheet.com> <20110621094200.50373e47@kae.tiger-computing.wbp> Message-ID: <20110621141208.GW912@jibsheet.com> On Tue, Jun 21, 2011 at 09:42:00AM +0100, Keith Edmunds wrote: > > You still seem to have trimmed some, since 9 scrips are identified. > > There's nothing trimmed within the extract I posted, although there is more > before and after. It's the logs before that would have been helpful. Go to ticket 7387 and provide the full headers of the mail that triggered the Autoreply. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jun 21 10:16:58 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 21 Jun 2011 10:16:58 -0400 Subject: [rt-users] RT-External Auth & RT 4.0 In-Reply-To: References: <> <20110607155016.GM912@jibsheet.com> <> <> <20110608133618.GR912@jibsheet.com> <> <20110610125213.GB912@jibsheet.com> Message-ID: <20110621141658.GX912@jibsheet.com> On Tue, Jun 21, 2011 at 11:48:43AM +0100, Guy Baxter wrote: > [Tue Jun 21 10:42:11 2011] [info]: > RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0, > EmailAddress: gbaxter at b6fc.ac.uk, Gecos: A Weetman, Name: gbaxter, > Privileged: 0, RealName: > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) > [Tue Jun 21 10:42:11 2011] [error]: Couldn't create user A Weetman: Name > in use > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:129) > [Tue Jun 21 10:42:11 2011] [error]: FAILED LOGIN for A Weetman from > 192.164.0.67 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:639) > > Unsure what the first line is as that's my UPN account details from AD. > The user I logged in as was A Weetman from OD Are the usernames the same? Since it certainly seems that AD matched and proceeded with auth. The extension should have logged the query it ran in AD to do the match. The other points in this thread about your attr_match_list and shared email/usernames are well worth pursuing. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jun 21 10:19:16 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 21 Jun 2011 10:19:16 -0400 Subject: [rt-users] Using "__CurrentUser__" in a Custom Field "LinkValuesTo" In-Reply-To: References: Message-ID: <20110621141916.GY912@jibsheet.com> On Tue, Jun 21, 2011 at 09:54:06AM -0400, David wrote: > Hi, > > I am trying to create a custom field that will contain a link with > something like: > http://host/script.pl?variable1=__CurrentUser__&variable2=__id__ > > This perl script will in return use RT::Client::REST to do far more > complicated tasks with the data passed to it. > > Now, while __id__ works, I'd like the field to also use > __CurrentUser__ (as a search would do). > > Is this possible ? I've looked through the documentation, google and > mailing lists but to no avail. You'll need to extend _FillInTemplateURL in ObjectCustomFieldValue -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From gsollazz at sgul.ac.uk Tue Jun 21 10:32:08 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Tue, 21 Jun 2011 15:32:08 +0100 Subject: [rt-users] Error when editing RegExp in RT::Extension::Nagios Message-ID: <4E00AB68.5080209@sgul.ac.uk> Hi, I've edited the regular expression that is matched against subjects to look like m{(PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+alert\s+(Service|Host) Alt: ([^/]+)/?(.*)\s+is\s+(\w+)}i which should match, provided I'm not wrong, something like PROBLEM alert Service Alt: server/server_service is WARNING RECOVERY alert Service Alt: server/server_service is OK However, I see messages are not merged and by inspecting the log I get this error: X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:659) [Tue Jun 21 14:28:02 2011] [debug]: Removing deferred recipients from Bcc: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:682) [Tue Jun 21 14:28:02 2011] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:691) [Tue Jun 21 14:28:02 2011] [debug]: No recipients found for deferred delivery on transaction #19182 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:704) [Tue Jun 21 14:28:02 2011] [info]: #103/19182 - Scrip 4 On Create Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) [Tue Jun 21 14:28:02 2011] [info]: No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:352) [Tue Jun 21 14:28:02 2011] [debug]: Committing scrip #11 on txn #19182 of ticket #103 (/opt/rt4/sbin/../lib/RT/Scrips.pm:183) [Tue Jun 21 14:28:02 2011] [debug]: Committing scrip #12 on txn #19182 of ticket #103 (/opt/rt4/sbin/../lib/RT/Scrips.pm:183) [Tue Jun 21 14:28:02 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:36) [Tue Jun 21 14:28:02 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 79. Stack: [/opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm:79] [/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 Jun 21 14:28:02 2011] [info]: Ticket 103 created in queue 'Nagios' by gsollazz (/opt/rt4/sbin/../lib/RT/Ticket.pm:681) [Tue Jun 21 14:28:02 2011] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Create for txn #19182 on ticket #103 (/opt/rt4/sbin/../lib/RT/Scrips.pm:367) Any idea? 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 knarrj at gsicommerce.com Tue Jun 21 10:33:54 2011 From: knarrj at gsicommerce.com (Joshua Knarr) Date: Tue, 21 Jun 2011 10:33:54 -0400 Subject: [rt-users] RT 3.8.10 and users Message-ID: <1308666834.2200.8.camel@barley.gsicommerce.com> We have a very infrequent problem with RT 3.8.10 where users can sometimes get another users session. I have not been able to reproduce this for my user account. Out of maybe 300 people who look at RT every day, 2 of them have this problem. Anyone seen this before? -- Joshua Knarr Systems Engineer GSI Commerce, Inc. http://www.gsicommerce.com E-Mail: knarrj at gsicommerce.com Office: 610-491-7110 Mobile: 484-636-7371 The information contained in this electronic mail transmission is intended only for the use of the individual or entity named in this transmission. If you are not the intended recipient of this transmission, you are hereby notified that any disclosure, copying or distribution of the contents of this transmission is strictly prohibited and that you should delete the contents of this transmission from your system immediately. Any comments or statements contained in this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or its subsidiaries and/or affiliates. -------------- next part -------------- An HTML attachment was scrubbed... URL: From peter at cnse.se Tue Jun 21 10:46:21 2011 From: peter at cnse.se (Manana) Date: Tue, 21 Jun 2011 07:46:21 -0700 (PDT) Subject: [rt-users] Problem upgrading to RT4 In-Reply-To: <4E009DE5.8040207@bestpractical.com> References: <31891884.post@talk.nabble.com> <20110621131836.GV912@jibsheet.com> <31894202.post@talk.nabble.com> <4E009DE5.8040207@bestpractical.com> Message-ID: <31894865.post@talk.nabble.com> Sorry about that, i totally misunderstod step 2 of the README file. Thank you very much! Thomas Sibley wrote: > > On 06/21/2011 09:24 AM, Manana wrote: >> I did not run ./configure , was i suppose to do that before running make >> upgrade ? > > Yep. It's step 2 of the README, so you may want to go back and re-read > the README carefully (along with UPGRADING and any other relevant > UPGRADING files that it tells you to read). > > -------- > 2011 Training: http://bestpractical.com/services/training.html > > -- View this message in context: http://old.nabble.com/Problem-upgrading-to-RT4-tp31891884p31894865.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Tue Jun 21 11:03:53 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 21 Jun 2011 11:03:53 -0400 Subject: [rt-users] RT 3.8.10 and users In-Reply-To: <1308666834.2200.8.camel@barley.gsicommerce.com> References: <1308666834.2200.8.camel@barley.gsicommerce.com> Message-ID: <20110621150353.GZ912@jibsheet.com> On Tue, Jun 21, 2011 at 10:33:54AM -0400, Joshua Knarr wrote: > We have a very infrequent problem with RT 3.8.10 where users can sometimes get another users > session. I have not been able to reproduce this for my user account. Out of maybe 300 people > who look at RT every day, 2 of them have this problem. > > Anyone seen this before? If you search the mailing list archives, this always seems to be a proxy or mod_cache misbehaving -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From sunnavy at bestpractical.com Tue Jun 21 11:09:38 2011 From: sunnavy at bestpractical.com (sunnavy) Date: Tue, 21 Jun 2011 23:09:38 +0800 Subject: [rt-users] Error when editing RegExp in RT::Extension::Nagios In-Reply-To: <4E00AB68.5080209@sgul.ac.uk> References: <4E00AB68.5080209@sgul.ac.uk> Message-ID: <20110621150938.GA6139@i5> Hi Giuseppe you need to update the VALUE param of $tickets->LimitSubject() accordingly, the code is below the regex about 12 lines. best wishes sunnavy On 11-06-21 15:32, Giuseppe Sollazzo wrote: > Hi, > I've edited the regular expression that is matched against subjects > to look like > m{(PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+alert\s+(Service|Host) Alt: > ([^/]+)/?(.*)\s+is\s+(\w+)}i > > which should match, provided I'm not wrong, something like > PROBLEM alert Service Alt: server/server_service is WARNING > RECOVERY alert Service Alt: server/server_service is OK > > However, I see messages are not merged and by inspecting the log I > get this error: > X-RT-Original-Encoding: utf-8 > (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:659) > [Tue Jun 21 14:28:02 2011] [debug]: Removing deferred recipients > from Bcc: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:682) > [Tue Jun 21 14:28:02 2011] [debug]: Setting deferred recipients for > attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:691) > [Tue Jun 21 14:28:02 2011] [debug]: No recipients found for deferred > delivery on transaction #19182 > (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:704) > [Tue Jun 21 14:28:02 2011] [info]: > #103/19182 - Scrip 4 On > Create Notify AdminCcs > (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) > [Tue Jun 21 14:28:02 2011] [info]: > No recipients found. Not > sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:352) > [Tue Jun 21 14:28:02 2011] [debug]: Committing scrip #11 on txn > #19182 of ticket #103 (/opt/rt4/sbin/../lib/RT/Scrips.pm:183) > [Tue Jun 21 14:28:02 2011] [debug]: Committing scrip #12 on txn > #19182 of ticket #103 (/opt/rt4/sbin/../lib/RT/Scrips.pm:183) > [Tue Jun 21 14:28:02 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:36) > [Tue Jun 21 14:28:02 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 79. > > Stack: > [/opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm:79] > [/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 Jun 21 14:28:02 2011] [info]: Ticket 103 created in queue > 'Nagios' by gsollazz (/opt/rt4/sbin/../lib/RT/Ticket.pm:681) > [Tue Jun 21 14:28:02 2011] [debug]: Found 0 scrips for > TransactionBatch stage with applicable type(s) Create for txn #19182 > on ticket #103 (/opt/rt4/sbin/../lib/RT/Scrips.pm:367) > > Any idea? > > 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 > > > > -------- > 2011 Training: http://bestpractical.com/services/training.html From gsollazz at sgul.ac.uk Tue Jun 21 11:22:40 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Tue, 21 Jun 2011 16:22:40 +0100 Subject: [rt-users] Error when editing RegExp in RT::Extension::Nagios In-Reply-To: <20110621150938.GA6139@i5> References: <4E00AB68.5080209@sgul.ac.uk> <20110621150938.GA6139@i5> Message-ID: <4E00B740.60103@sgul.ac.uk> Hi Sunnavy, many thanks - it now makes sense :-) I had missed that bit of code. Any plan to make the regexp customisable in future releases? G On 21/06/11 16:09, sunnavy wrote: > Hi Giuseppe > > you need to update the VALUE param of $tickets->LimitSubject() accordingly, > the code is below the regex about 12 lines. > > best wishes > sunnavy > > On 11-06-21 15:32, Giuseppe Sollazzo wrote: >> Hi, >> I've edited the regular expression that is matched against subjects >> to look like >> m{(PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+alert\s+(Service|Host) Alt: >> ([^/]+)/?(.*)\s+is\s+(\w+)}i >> >> which should match, provided I'm not wrong, something like >> PROBLEM alert Service Alt: server/server_service is WARNING >> RECOVERY alert Service Alt: server/server_service is OK >> >> However, I see messages are not merged and by inspecting the log I >> get this error: >> X-RT-Original-Encoding: utf-8 >> (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:659) >> [Tue Jun 21 14:28:02 2011] [debug]: Removing deferred recipients >> from Bcc: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:682) >> [Tue Jun 21 14:28:02 2011] [debug]: Setting deferred recipients for >> attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:691) >> [Tue Jun 21 14:28:02 2011] [debug]: No recipients found for deferred >> delivery on transaction #19182 >> (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:704) >> [Tue Jun 21 14:28:02 2011] [info]: >> #103/19182 - Scrip 4 On >> Create Notify AdminCcs >> (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) >> [Tue Jun 21 14:28:02 2011] [info]: >> No recipients found. Not >> sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:352) >> [Tue Jun 21 14:28:02 2011] [debug]: Committing scrip #11 on txn >> #19182 of ticket #103 (/opt/rt4/sbin/../lib/RT/Scrips.pm:183) >> [Tue Jun 21 14:28:02 2011] [debug]: Committing scrip #12 on txn >> #19182 of ticket #103 (/opt/rt4/sbin/../lib/RT/Scrips.pm:183) >> [Tue Jun 21 14:28:02 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:36) >> [Tue Jun 21 14:28:02 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 79. >> >> Stack: >> [/opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm:79] >> [/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 Jun 21 14:28:02 2011] [info]: Ticket 103 created in queue >> 'Nagios' by gsollazz (/opt/rt4/sbin/../lib/RT/Ticket.pm:681) >> [Tue Jun 21 14:28:02 2011] [debug]: Found 0 scrips for >> TransactionBatch stage with applicable type(s) Create for txn #19182 >> on ticket #103 (/opt/rt4/sbin/../lib/RT/Scrips.pm:367) >> >> Any idea? >> >> 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 >> >> >> >> -------- >> 2011 Training: http://bestpractical.com/services/training.html > -------- > 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 From knarrj at gsicommerce.com Tue Jun 21 11:23:42 2011 From: knarrj at gsicommerce.com (Joshua Knarr) Date: Tue, 21 Jun 2011 11:23:42 -0400 Subject: [rt-users] RT 3.8.10 and users In-Reply-To: <20110621150353.GZ912@jibsheet.com> References: <1308666834.2200.8.camel@barley.gsicommerce.com> <20110621150353.GZ912@jibsheet.com> Message-ID: <1308669822.2200.9.camel@barley.gsicommerce.com> OK I know the wiki isn't official - what's the official source for the mailing list archives? On Tue, 2011-06-21 at 11:03 -0400, Kevin Falcone wrote: > On Tue, Jun 21, 2011 at 10:33:54AM -0400, Joshua Knarr wrote: > > We have a very infrequent problem with RT 3.8.10 where users can sometimes get another users > > session. I have not been able to reproduce this for my user account. Out of maybe 300 people > > who look at RT every day, 2 of them have this problem. > > > > Anyone seen this before? > > If you search the mailing list archives, this always seems to be a > proxy or mod_cache misbehaving > > -kevin > -------- > 2011 Training: http://bestpractical.com/services/training.html -- Joshua Knarr Systems Engineer GSI Commerce, Inc. http://www.gsicommerce.com E-Mail: knarrj at gsicommerce.com Office: 610-491-7110 Mobile: 484-636-7371 The information contained in this electronic mail transmission is intended only for the use of the individual or entity named in this transmission. If you are not the intended recipient of this transmission, you are hereby notified that any disclosure, copying or distribution of the contents of this transmission is strictly prohibited and that you should delete the contents of this transmission from your system immediately. Any comments or statements contained in this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or its subsidiaries and/or affiliates. -------------- next part -------------- An HTML attachment was scrubbed... URL: From sunnavy at bestpractical.com Tue Jun 21 11:34:36 2011 From: sunnavy at bestpractical.com (sunnavy) Date: Tue, 21 Jun 2011 23:34:36 +0800 Subject: [rt-users] Error when editing RegExp in RT::Extension::Nagios In-Reply-To: <4E00B740.60103@sgul.ac.uk> References: <4E00AB68.5080209@sgul.ac.uk> <20110621150938.GA6139@i5> <4E00B740.60103@sgul.ac.uk> Message-ID: <20110621153436.GB6139@i5> not yet, I'll think about that though. thanks. best wishes sunnavy On 11-06-21 16:22, Giuseppe Sollazzo wrote: > Hi Sunnavy, > many thanks - it now makes sense :-) I had missed that bit of code. > > Any plan to make the regexp customisable in future releases? > > G > > On 21/06/11 16:09, sunnavy wrote: > >Hi Giuseppe > > > >you need to update the VALUE param of $tickets->LimitSubject() accordingly, > >the code is below the regex about 12 lines. > > > >best wishes > >sunnavy > > > >On 11-06-21 15:32, Giuseppe Sollazzo wrote: > >>Hi, > >>I've edited the regular expression that is matched against subjects > >>to look like > >>m{(PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+alert\s+(Service|Host) Alt: > >>([^/]+)/?(.*)\s+is\s+(\w+)}i > >> > >>which should match, provided I'm not wrong, something like > >>PROBLEM alert Service Alt: server/server_service is WARNING > >>RECOVERY alert Service Alt: server/server_service is OK > >> > >>However, I see messages are not merged and by inspecting the log I > >>get this error: > >>X-RT-Original-Encoding: utf-8 > >>(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:659) > >>[Tue Jun 21 14:28:02 2011] [debug]: Removing deferred recipients > >>from Bcc: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:682) > >>[Tue Jun 21 14:28:02 2011] [debug]: Setting deferred recipients for > >>attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:691) > >>[Tue Jun 21 14:28:02 2011] [debug]: No recipients found for deferred > >>delivery on transaction #19182 > >>(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:704) > >>[Tue Jun 21 14:28:02 2011] [info]: > >> #103/19182 - Scrip 4 On > >>Create Notify AdminCcs > >>(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) > >>[Tue Jun 21 14:28:02 2011] [info]: > >> No recipients found. Not > >>sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:352) > >>[Tue Jun 21 14:28:02 2011] [debug]: Committing scrip #11 on txn > >>#19182 of ticket #103 (/opt/rt4/sbin/../lib/RT/Scrips.pm:183) > >>[Tue Jun 21 14:28:02 2011] [debug]: Committing scrip #12 on txn > >>#19182 of ticket #103 (/opt/rt4/sbin/../lib/RT/Scrips.pm:183) > >>[Tue Jun 21 14:28:02 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:36) > >>[Tue Jun 21 14:28:02 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 79. > >> > >>Stack: > >>[/opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm:79] > >> [/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 Jun 21 14:28:02 2011] [info]: Ticket 103 created in queue > >>'Nagios' by gsollazz (/opt/rt4/sbin/../lib/RT/Ticket.pm:681) > >>[Tue Jun 21 14:28:02 2011] [debug]: Found 0 scrips for > >>TransactionBatch stage with applicable type(s) Create for txn #19182 > >>on ticket #103 (/opt/rt4/sbin/../lib/RT/Scrips.pm:367) > >> > >>Any idea? > >> > >>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 > >> > >> > >> > >>-------- > >>2011 Training: http://bestpractical.com/services/training.html > >-------- > >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 > > > > -------- > 2011 Training: http://bestpractical.com/services/training.html From fooraide at gmail.com Tue Jun 21 12:06:47 2011 From: fooraide at gmail.com (David Moreau Simard) Date: Tue, 21 Jun 2011 12:06:47 -0400 Subject: [rt-users] Using "__CurrentUser__" in a Custom Field "LinkValuesTo" In-Reply-To: <20110621141916.GY912@jibsheet.com> References: <20110621141916.GY912@jibsheet.com> Message-ID: <4E00C197.50905@gmail.com> Thanks, I've simply added the following to %placeholders and it did the trick: CurrentUser => { value => sub { $_[0]->CurrentUser->UserObj->Name }, escape => 1 }, Appreciate it, - David From knarrj at gsicommerce.com Tue Jun 21 12:17:05 2011 From: knarrj at gsicommerce.com (Joshua Knarr) Date: Tue, 21 Jun 2011 12:17:05 -0400 Subject: [rt-users] RT 3.8.10 and users In-Reply-To: <1308669822.2200.9.camel@barley.gsicommerce.com> References: <1308666834.2200.8.camel@barley.gsicommerce.com> <20110621150353.GZ912@jibsheet.com> <1308669822.2200.9.camel@barley.gsicommerce.com> Message-ID: <1308673025.2200.13.camel@barley.gsicommerce.com> OK now that I have a stable 3.8.10 life is easier. Using a fresh browser and tcpdump we found that RT seems to be giving out RT_SID_ cookies at inappropriate times. LOG GET / HTTP/1.1 User-Agent: curl/7.19.7 (universal-apple-darwin10.0) libcurl/7.19.7 OpenSSL/0.9.8l zlib/1.2.3 Host: gsiticket.gspt.net Accept: */* HTTP/1.1 200 OK Date: Tue, 21 Jun 2011 16:10:08 GMT Server: Apache/2.2.3 (Red Hat) Set-Cookie: RT_SID_gsiticket.80=badf8277bff46da285a9a4d9b7418d92; path=/ ... /LOG The problem is that this RT_SID already exists for another user, which is why this happens. If I fire up firebug in firefox and set this, I can be basically anyone who is actively logged in. Ideas? On Tue, 2011-06-21 at 11:23 -0400, Joshua Knarr wrote: > OK I know the wiki isn't official - what's the official source for the > mailing list archives? > > On Tue, 2011-06-21 at 11:03 -0400, Kevin Falcone wrote: > > > On Tue, Jun 21, 2011 at 10:33:54AM -0400, Joshua Knarr wrote: > > > We have a very infrequent problem with RT 3.8.10 where users can sometimes get another users > > > session. I have not been able to reproduce this for my user account. Out of maybe 300 people > > > who look at RT every day, 2 of them have this problem. > > > > > > Anyone seen this before? > > > > If you search the mailing list archives, this always seems to be a > > proxy or mod_cache misbehaving > > > > -kevin > > -------- > > 2011 Training: http://bestpractical.com/services/training.html > > > -------- > 2011 Training: http://bestpractical.com/services/training.html > > > -- Joshua Knarr Systems Engineer GSI Commerce, Inc. http://www.gsicommerce.com E-Mail: knarrj at gsicommerce.com Office: 610-491-7110 Mobile: 484-636-7371 The information contained in this electronic mail transmission is intended only for the use of the individual or entity named in this transmission. If you are not the intended recipient of this transmission, you are hereby notified that any disclosure, copying or distribution of the contents of this transmission is strictly prohibited and that you should delete the contents of this transmission from your system immediately. Any comments or statements contained in this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or its subsidiaries and/or affiliates. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Jun 21 15:10:02 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 21 Jun 2011 12:10:02 -0700 Subject: [rt-users] Rebuild Groups Table Message-ID: To list, I'm looking thru a bunch of tickets (created back when we upgraded to 3.8.7) and I noticed there were no requestors for those tickets. I went into each of those tickets to add a Requestor and Viola' I got an error saying the group couldn't be found. Sure enough, there are a WHOLE SERIES of tickets that have no requestors and no groups (AdminCc, Cc, Requestors, Owners). Soooo, I was wondering if anyone had any SQL or code to correct this situation. I'm thinking if I just add the Groups using SQL, then I could just do a bulk update within RT to get Requestors in those tickets. By going at it that way, I should have to worry about the ACL, etc. Any thoughts? Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jun 21 15:14:23 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 21 Jun 2011 15:14:23 -0400 Subject: [rt-users] Rebuild Groups Table In-Reply-To: References: Message-ID: <20110621191423.GB912@jibsheet.com> On Tue, Jun 21, 2011 at 12:10:02PM -0700, Kenneth Crocker wrote: > I'm looking thru a bunch of tickets (created back when we upgraded to 3.8.7) and I noticed > there were no requestors for those tickets. I went into each of those tickets to add a > Requestor and Viola' I got an error saying the group couldn't be found. Sure enough, there are > a WHOLE SERIES of tickets that have no requestors and no groups (AdminCc, Cc, Requestors, > Owners). Soooo, I was wondering if anyone had any SQL or code to correct this situation. > > I'm thinking if I just add the Groups using SQL, then I could just do a bulk update within RT > to get Requestors in those tickets. By going at it that way, I should have to worry about the > ACL, etc. How exactly did you lose the groups? I suggest seeing what rt-validator has to say about your dataset. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From yan at seiner.com Tue Jun 21 15:23:01 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 21 Jun 2011 12:23:01 -0700 (PDT) Subject: [rt-users] creating static web pages of tickets Message-ID: <24c46998e967817ef4dbc5fb5e4034ce.squirrel@mail.seiner.com> We have field crews that have laptops but no internet connection. The laptops have maps and snapshots of our database so they can retrieve the information they need. The laptops are updated regularly with new information. We are now starting to incorporate RT tickets as URL hotlinks into our maps. You can click on an RT symbol near any of our facilities and bring up the ticket. This works really well on our office machines with internet connections; not so well on the laptops. Is there some automated way to generate static .html pages of the Basics view so we can link to the static pages from our amps on the laptops? I could use something like wget and capture the source code. I wonder if there is something more "elegant"? -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From kfcrocker at lbl.gov Tue Jun 21 15:39:54 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 21 Jun 2011 12:39:54 -0700 Subject: [rt-users] Rebuild Groups Table In-Reply-To: <20110621191423.GB912@jibsheet.com> References: <20110621191423.GB912@jibsheet.com> Message-ID: Kevin, What is rt-validator? Kenn LBNL On Tue, Jun 21, 2011 at 12:14 PM, Kevin Falcone wrote: > On Tue, Jun 21, 2011 at 12:10:02PM -0700, Kenneth Crocker wrote: > > I'm looking thru a bunch of tickets (created back when we upgraded to > 3.8.7) and I noticed > > there were no requestors for those tickets. I went into each of those > tickets to add a > > Requestor and Viola' I got an error saying the group couldn't be > found. Sure enough, there are > > a WHOLE SERIES of tickets that have no requestors and no groups > (AdminCc, Cc, Requestors, > > Owners). Soooo, I was wondering if anyone had any SQL or code to > correct this situation. > > > > I'm thinking if I just add the Groups using SQL, then I could just do > a bulk update within RT > > to get Requestors in those tickets. By going at it that way, I should > have to worry about the > > ACL, etc. > > How exactly did you lose the groups? > > I suggest seeing what rt-validator has to say about your dataset. > > -kevin > > > -------- > 2011 Training: http://bestpractical.com/services/training.html > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Jun 21 15:46:00 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 21 Jun 2011 12:46:00 -0700 Subject: [rt-users] Rebuild Groups Table In-Reply-To: References: <20110621191423.GB912@jibsheet.com> Message-ID: Kevin, I also noticed, while perusing the DB, that there are a lot of gaps in ticket numbers and the create dates are in the evening when no one is around in the building, usually around midnight (TICKETS sorted in ID sequence). Kenn LBNL On Tue, Jun 21, 2011 at 12:39 PM, Kenneth Crocker wrote: > Kevin, > > What is rt-validator? > > Kenn > LBNL > > On Tue, Jun 21, 2011 at 12:14 PM, Kevin Falcone > wrote: > >> On Tue, Jun 21, 2011 at 12:10:02PM -0700, Kenneth Crocker wrote: >> > I'm looking thru a bunch of tickets (created back when we upgraded to >> 3.8.7) and I noticed >> > there were no requestors for those tickets. I went into each of those >> tickets to add a >> > Requestor and Viola' I got an error saying the group couldn't be >> found. Sure enough, there are >> > a WHOLE SERIES of tickets that have no requestors and no groups >> (AdminCc, Cc, Requestors, >> > Owners). Soooo, I was wondering if anyone had any SQL or code to >> correct this situation. >> > >> > I'm thinking if I just add the Groups using SQL, then I could just do >> a bulk update within RT >> > to get Requestors in those tickets. By going at it that way, I should >> have to worry about the >> > ACL, etc. >> >> How exactly did you lose the groups? >> >> I suggest seeing what rt-validator has to say about your dataset. >> >> -kevin >> >> >> -------- >> 2011 Training: http://bestpractical.com/services/training.html >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From knarrj at gsicommerce.com Tue Jun 21 16:00:37 2011 From: knarrj at gsicommerce.com (Joshua Knarr) Date: Tue, 21 Jun 2011 16:00:37 -0400 Subject: [rt-users] RT 3.8.10 and users In-Reply-To: <1308673025.2200.13.camel@barley.gsicommerce.com> References: <1308673025.2200.13.camel@barley.gsicommerce.com> Message-ID: <1308686437.6931.3.camel@barley.gsicommerce.com> Holy thread resurrection batman... http://www.gossamer-threads.com/lists/engine?do=post_view_flat;post=89463;page=1;mh=-1;list=rt;sb=post_latest_reply;so=ASC Unlike these users, however, we have no proxy in the way. Looks like this issue was raised, dropped on the floor, raised again and never took off. Can I raise it again? ;) On Tue, 2011-06-21 at 12:17 -0400, Joshua Knarr wrote: > OK now that I have a stable 3.8.10 life is easier. > > Using a fresh browser and tcpdump we found that RT seems to be giving > out RT_SID_ cookies at inappropriate times. > > LOG > GET / HTTP/1.1 > User-Agent: curl/7.19.7 (universal-apple-darwin10.0) libcurl/7.19.7 > OpenSSL/0.9.8l zlib/1.2.3 > Host: gsiticket.gspt.net > Accept: */* > HTTP/1.1 200 OK > Date: Tue, 21 Jun 2011 16:10:08 GMT > Server: Apache/2.2.3 (Red Hat) > Set-Cookie: RT_SID_gsiticket.80=badf8277bff46da285a9a4d9b7418d92; > path=/ > ... > /LOG > > The problem is that this RT_SID already exists for another user, which > is why this happens. If I fire up firebug in firefox and set this, I > can be basically anyone who is actively logged in. > > Ideas? > > On Tue, 2011-06-21 at 11:23 -0400, Joshua Knarr wrote: > > > OK I know the wiki isn't official - what's the official source for > > the mailing list archives? > > > > On Tue, 2011-06-21 at 11:03 -0400, Kevin Falcone wrote: > > > > > On Tue, Jun 21, 2011 at 10:33:54AM -0400, Joshua Knarr wrote: > > > > We have a very infrequent problem with RT 3.8.10 where users can sometimes get another users > > > > session. I have not been able to reproduce this for my user account. Out of maybe 300 people > > > > who look at RT every day, 2 of them have this problem. > > > > > > > > Anyone seen this before? > > > > > > If you search the mailing list archives, this always seems to be a > > > proxy or mod_cache misbehaving > > > > > > -kevin > > > -------- > > > 2011 Training: http://bestpractical.com/services/training.html > > > > > > -------- > > 2011 Training: http://bestpractical.com/services/training.html > > > > > > > > > > plain text document attachment (ATT1781072.txt) > > -------- > 2011 Training: http://bestpractical.com/services/training.html > > > -- Joshua Knarr Systems Engineer GSI Commerce, Inc. http://www.gsicommerce.com E-Mail: knarrj at gsicommerce.com Office: 610-491-7110 Mobile: 484-636-7371 The information contained in this electronic mail transmission is intended only for the use of the individual or entity named in this transmission. If you are not the intended recipient of this transmission, you are hereby notified that any disclosure, copying or distribution of the contents of this transmission is strictly prohibited and that you should delete the contents of this transmission from your system immediately. Any comments or statements contained in this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or its subsidiaries and/or affiliates. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathew.snyder at gmail.com Tue Jun 21 16:14:50 2011 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Tue, 21 Jun 2011 16:14:50 -0400 Subject: [rt-users] Access denied for user root; remote database host Message-ID: I have RT running one one VM (192.168.2.9) and MySQL (192.168.2.5) running on another. I've granted permissions on all databases to root at 192.168.2.9. When I run `make initialize-database` it creates the database and attempts to grant access to rt_user at localhost (MySQL server), but fails with the error "Access denied for user 'root'@'192.168.2.9'". My MySQL chops aren't up to what they used to be. No password is set which shouldn't be an issue anyway since the initial connection is made that allows the database to be created. Only after it that is done and it attempts to grant access to rt_user does it throw the error. Anyone know what's going on? -- -Mathew "When you do things right, people won't be sure you've done anything at all." - God; Futurama From falcone at bestpractical.com Tue Jun 21 16:34:02 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 21 Jun 2011 16:34:02 -0400 Subject: [rt-users] Rebuild Groups Table In-Reply-To: References: <20110621191423.GB912@jibsheet.com> Message-ID: <20110621203402.GC912@jibsheet.com> On Tue, Jun 21, 2011 at 12:46:00PM -0700, Kenneth Crocker wrote: > I also noticed, while perusing the DB, that there are a lot of gaps in ticket numbers and the > create dates are in the evening when no one is around in the building, usually around midnight > (TICKETS sorted in ID sequence). > > What is rt-validator? Kenn rt-validator ships with RT. Just run find /opt/rt3 -name rt-validator and read the documentation. You've not given any information that would allow me to comment on ticket id gaps. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jun 21 16:36:39 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 21 Jun 2011 16:36:39 -0400 Subject: [rt-users] RT 3.8.10 and users In-Reply-To: <1308686437.6931.3.camel@barley.gsicommerce.com> References: <1308673025.2200.13.camel@barley.gsicommerce.com> <1308686437.6931.3.camel@barley.gsicommerce.com> Message-ID: <20110621203639.GD912@jibsheet.com> On Tue, Jun 21, 2011 at 04:00:37PM -0400, Joshua Knarr wrote: > Holy thread resurrection batman... > > [1]http://www.gossamer-threads.com/lists/engine?do=post_view_flat;post=89463;page=1;mh=-1;list=rt;sb=post_latest_reply;so=ASC > > Unlike these users, however, we have no proxy in the way. Looks like this issue was raised, > dropped on the floor, raised again and never took off. > > Can I raise it again? ;) As I mentioned to your initial mail, every time this comes up, someone has a proxy, mod_cache or some other thing in the middle causing network problems. If you can provide a replication recipe for something like this that we can run locally, we're happy to investigate it, but so far it's always turned out to be a local misconfiguration. Replication recipe in this case would be clean install of RT, full exact apache configuration and probably operating system version also. Otherwise there are too many variables involved. -kevin > On Tue, 2011-06-21 at 12:17 -0400, Joshua Knarr wrote: > > OK now that I have a stable 3.8.10 life is easier. > > Using a fresh browser and tcpdump we found that RT seems to be giving out RT_SID_ cookies at > inappropriate times. > > LOG > GET / HTTP/1.1 > User-Agent: curl/7.19.7 (universal-apple-darwin10.0) libcurl/7.19.7 OpenSSL/0.9.8l > zlib/1.2.3 > Host: gsiticket.gspt.net > Accept: */* > HTTP/1.1 200 OK > Date: Tue, 21 Jun 2011 16:10:08 GMT > Server: Apache/2.2.3 (Red Hat) > Set-Cookie: RT_SID_gsiticket.80=badf8277bff46da285a9a4d9b7418d92; path=/ > ... > /LOG > > The problem is that this RT_SID already exists for another user, which is why this happens. > If I fire up firebug in firefox and set this, I can be basically anyone who is actively > logged in. > > Ideas? > > On Tue, 2011-06-21 at 11:23 -0400, Joshua Knarr wrote: > > OK I know the wiki isn't official - what's the official source for the mailing list > archives? > > On Tue, 2011-06-21 at 11:03 -0400, Kevin Falcone wrote: > > On Tue, Jun 21, 2011 at 10:33:54AM -0400, Joshua Knarr wrote: > > We have a very infrequent problem with RT 3.8.10 where users can sometimes get another users > > session. I have not been able to reproduce this for my user account. Out of maybe 300 people > > who look at RT every day, 2 of them have this problem. > > > > Anyone seen this before? > > If you search the mailing list archives, this always seems to be a > proxy or mod_cache misbehaving > > -kevin > -------- > 2011 Training: [2]http://bestpractical.com/services/training.html > > -------- > 2011 Training: [3]http://bestpractical.com/services/training.html > > +-----------------------------------------------+ > |plain text document attachment (ATT1781072.txt)| > +-----------------------------------------------+ > > -------- > 2011 Training: [4]http://bestpractical.com/services/training.html > > -- > Joshua Knarr > Systems Engineer > GSI Commerce, Inc. [5]http://www.gsicommerce.com > E-Mail: [6]knarrj at gsicommerce.com > Office: 610-491-7110 > Mobile: 484-636-7371 > > The information contained in this electronic mail transmission is intended only for the use of > the individual or entity named in this transmission. If you are not the intended recipient of > this transmission, you are hereby notified that any disclosure, copying or distribution of the > contents of this transmission is strictly prohibited and that you should delete the contents > of this transmission from your system immediately. Any comments or statements contained in > this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or > its subsidiaries and/or affiliates. > > References > > Visible links > 1. http://www.gossamer-threads.com/lists/engine?do=post_view_flat;post=89463;page=1;mh=-1;list=rt;sb=post_latest_reply;so=ASC > 2. http://bestpractical.com/services/training.html > 3. http://bestpractical.com/services/training.html > 4. http://bestpractical.com/services/training.html > 5. http://www.gsicommerce.com/ > 6. mailto:hellerk at gsicommerce.com > > -------- > 2011 Training: http://bestpractical.com/services/training.html -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From knarrj at gsicommerce.com Tue Jun 21 16:47:55 2011 From: knarrj at gsicommerce.com (Joshua Knarr) Date: Tue, 21 Jun 2011 16:47:55 -0400 Subject: [rt-users] RT 3.8.10 and users In-Reply-To: <20110621203639.GD912@jibsheet.com> References: <1308673025.2200.13.camel@barley.gsicommerce.com> <1308686437.6931.3.camel@barley.gsicommerce.com> <20110621203639.GD912@jibsheet.com> Message-ID: <1308689275.6931.8.camel@barley.gsicommerce.com> It's an upgrade of RT. More specifically it's an RT 3.4.5 DB I copied to a clean MySQL 5 host and did the upgrade process to arrive at 3.8.10 Right now it looks like fastCGI is the problem. We only have six or so people logged in at the moment but testing it on my box with curl used to consistently replicate the problem with RT giving us an RT_SID_ cookie and now I cannot reproduce it. I will let you know tomorrow when the load gets cranked up if you're interested in chasing this. On Tue, 2011-06-21 at 16:36 -0400, Kevin Falcone wrote: > On Tue, Jun 21, 2011 at 04:00:37PM -0400, Joshua Knarr wrote: > > Holy thread resurrection batman... > > > > [1]http://www.gossamer-threads.com/lists/engine?do=post_view_flat;post=89463;page=1;mh=-1;list=rt;sb=post_latest_reply;so=ASC > > > > Unlike these users, however, we have no proxy in the way. Looks like this issue was raised, > > dropped on the floor, raised again and never took off. > > > > Can I raise it again? ;) > > As I mentioned to your initial mail, every time this comes up, someone > has a proxy, mod_cache or some other thing in the middle causing > network problems. > > If you can provide a replication recipe for something like this that we > can run locally, we're happy to investigate it, but so far it's always > turned out to be a local misconfiguration. > > Replication recipe in this case would be clean install of RT, full > exact apache configuration and probably operating system version also. > Otherwise there are too many variables involved. > > -kevin > > > On Tue, 2011-06-21 at 12:17 -0400, Joshua Knarr wrote: > > > > OK now that I have a stable 3.8.10 life is easier. > > > > Using a fresh browser and tcpdump we found that RT seems to be giving out RT_SID_ cookies at > > inappropriate times. > > > > LOG > > GET / HTTP/1.1 > > User-Agent: curl/7.19.7 (universal-apple-darwin10.0) libcurl/7.19.7 OpenSSL/0.9.8l > > zlib/1.2.3 > > Host: gsiticket.gspt.net > > Accept: */* > > HTTP/1.1 200 OK > > Date: Tue, 21 Jun 2011 16:10:08 GMT > > Server: Apache/2.2.3 (Red Hat) > > Set-Cookie: RT_SID_gsiticket.80=badf8277bff46da285a9a4d9b7418d92; path=/ > > ... > > /LOG > > > > The problem is that this RT_SID already exists for another user, which is why this happens. > > If I fire up firebug in firefox and set this, I can be basically anyone who is actively > > logged in. > > > > Ideas? > > > > On Tue, 2011-06-21 at 11:23 -0400, Joshua Knarr wrote: > > > > OK I know the wiki isn't official - what's the official source for the mailing list > > archives? > > > > On Tue, 2011-06-21 at 11:03 -0400, Kevin Falcone wrote: > > > > On Tue, Jun 21, 2011 at 10:33:54AM -0400, Joshua Knarr wrote: > > > We have a very infrequent problem with RT 3.8.10 where users can sometimes get another users > > > session. I have not been able to reproduce this for my user account. Out of maybe 300 people > > > who look at RT every day, 2 of them have this problem. > > > > > > Anyone seen this before? > > > > If you search the mailing list archives, this always seems to be a > > proxy or mod_cache misbehaving > > > > -kevin > > -------- > > 2011 Training: [2]http://bestpractical.com/services/training.html > > > > -------- > > 2011 Training: [3]http://bestpractical.com/services/training.html > > > > +-----------------------------------------------+ > > |plain text document attachment (ATT1781072.txt)| > > +-----------------------------------------------+ > > > > -------- > > 2011 Training: [4]http://bestpractical.com/services/training.html > > > > -- > > Joshua Knarr > > Systems Engineer > > GSI Commerce, Inc. [5]http://www.gsicommerce.com > > E-Mail: [6]knarrj at gsicommerce.com > > Office: 610-491-7110 > > Mobile: 484-636-7371 > > > > The information contained in this electronic mail transmission is intended only for the use of > > the individual or entity named in this transmission. If you are not the intended recipient of > > this transmission, you are hereby notified that any disclosure, copying or distribution of the > > contents of this transmission is strictly prohibited and that you should delete the contents > > of this transmission from your system immediately. Any comments or statements contained in > > this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or > > its subsidiaries and/or affiliates. > > > > References > > > > Visible links > > 1. http://www.gossamer-threads.com/lists/engine?do=post_view_flat;post=89463;page=1;mh=-1;list=rt;sb=post_latest_reply;so=ASC > > 2. http://bestpractical.com/services/training.html > > 3. http://bestpractical.com/services/training.html > > 4. http://bestpractical.com/services/training.html > > 5. http://www.gsicommerce.com/ > > 6. mailto:hellerk at gsicommerce.com > > > > > -------- > > 2011 Training: http://bestpractical.com/services/training.html > > -------- > 2011 Training: http://bestpractical.com/services/training.html -- Joshua Knarr Systems Engineer GSI Commerce, Inc. http://www.gsicommerce.com E-Mail: knarrj at gsicommerce.com Office: 610-491-7110 Mobile: 484-636-7371 The information contained in this electronic mail transmission is intended only for the use of the individual or entity named in this transmission. If you are not the intended recipient of this transmission, you are hereby notified that any disclosure, copying or distribution of the contents of this transmission is strictly prohibited and that you should delete the contents of this transmission from your system immediately. Any comments or statements contained in this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or its subsidiaries and/or affiliates. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jun 21 16:52:55 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 21 Jun 2011 16:52:55 -0400 Subject: [rt-users] RT 3.8.10 and users In-Reply-To: <1308689275.6931.8.camel@barley.gsicommerce.com> References: <1308673025.2200.13.camel@barley.gsicommerce.com> <1308686437.6931.3.camel@barley.gsicommerce.com> <20110621203639.GD912@jibsheet.com> <1308689275.6931.8.camel@barley.gsicommerce.com> Message-ID: <20110621205255.GE912@jibsheet.com> On Tue, Jun 21, 2011 at 04:47:55PM -0400, Joshua Knarr wrote: > It's an upgrade of RT. More specifically it's an RT 3.4.5 DB I copied to a clean MySQL 5 host > and did the upgrade process to arrive at 3.8.10 > > Right now it looks like fastCGI is the problem. We only have six or so people logged in at the > moment but testing it on my box with curl used to consistently replicate the problem with RT > giving us an RT_SID_ cookie and now I cannot reproduce it. > > I will let you know tomorrow when the load gets cranked up if you're interested in chasing > this. Again, without some replication we can do locally, there's very little that can be done. Your time is probably best spent looking at your apache config for the usual problem spots. -kevin > On Tue, 2011-06-21 at 16:36 -0400, Kevin Falcone wrote: > > On Tue, Jun 21, 2011 at 04:00:37PM -0400, Joshua Knarr wrote: > > Holy thread resurrection batman... > > > > [1][1]http://www.gossamer-threads.com/lists/engine?do=post_view_flat;post=89463;page=1;mh=-1;list=rt;sb=post_latest_reply;so=ASC > > > > Unlike these users, however, we have no proxy in the way. Looks like this issue was raised, > > dropped on the floor, raised again and never took off. > > > > Can I raise it again? ;) > > As I mentioned to your initial mail, every time this comes up, someone > has a proxy, mod_cache or some other thing in the middle causing > network problems. > > If you can provide a replication recipe for something like this that we > can run locally, we're happy to investigate it, but so far it's always > turned out to be a local misconfiguration. > > Replication recipe in this case would be clean install of RT, full > exact apache configuration and probably operating system version also. > Otherwise there are too many variables involved. > > -kevin > > > On Tue, 2011-06-21 at 12:17 -0400, Joshua Knarr wrote: > > > > OK now that I have a stable 3.8.10 life is easier. > > > > Using a fresh browser and tcpdump we found that RT seems to be giving out RT_SID_ cookies at > > inappropriate times. > > > > LOG > > GET / HTTP/1.1 > > User-Agent: curl/7.19.7 (universal-apple-darwin10.0) libcurl/7.19.7 OpenSSL/0.9.8l > > zlib/1.2.3 > > Host: gsiticket.gspt.net > > Accept: */* > > HTTP/1.1 200 OK > > Date: Tue, 21 Jun 2011 16:10:08 GMT > > Server: Apache/2.2.3 (Red Hat) > > Set-Cookie: RT_SID_gsiticket.80=badf8277bff46da285a9a4d9b7418d92; path=/ > > ... > > /LOG > > > > The problem is that this RT_SID already exists for another user, which is why this happens. > > If I fire up firebug in firefox and set this, I can be basically anyone who is actively > > logged in. > > > > Ideas? > > > > On Tue, 2011-06-21 at 11:23 -0400, Joshua Knarr wrote: > > > > OK I know the wiki isn't official - what's the official source for the mailing list > > archives? > > > > On Tue, 2011-06-21 at 11:03 -0400, Kevin Falcone wrote: > > > > On Tue, Jun 21, 2011 at 10:33:54AM -0400, Joshua Knarr wrote: > > > We have a very infrequent problem with RT 3.8.10 where users can sometimes get another users > > > session. I have not been able to reproduce this for my user account. Out of maybe 300 people > > > who look at RT every day, 2 of them have this problem. > > > > > > Anyone seen this before? > > > > If you search the mailing list archives, this always seems to be a > > proxy or mod_cache misbehaving > > > > -kevin > > -------- > > 2011 Training: [2][2]http://bestpractical.com/services/training.html > > > > -------- > > 2011 Training: [3][3]http://bestpractical.com/services/training.html > > > > +-----------------------------------------------+ > > |plain text document attachment (ATT1781072.txt)| > > +-----------------------------------------------+ > > > > -------- > > 2011 Training: [4][4]http://bestpractical.com/services/training.html > > > > -- > > Joshua Knarr > > Systems Engineer > > GSI Commerce, Inc. [5][5]http://www.gsicommerce.com > > E-Mail: [6][6]knarrj at gsicommerce.com > > Office: 610-491-7110 > > Mobile: 484-636-7371 > > > > The information contained in this electronic mail transmission is intended only for the use of > > the individual or entity named in this transmission. If you are not the intended recipient of > > this transmission, you are hereby notified that any disclosure, copying or distribution of the > > contents of this transmission is strictly prohibited and that you should delete the contents > > of this transmission from your system immediately. Any comments or statements contained in > > this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or > > its subsidiaries and/or affiliates. > > > > References > > > > Visible links > > 1. [7]http://www.gossamer-threads.com/lists/engine?do=post_view_flat;post=89463;page=1;mh=-1;list=rt;sb=post_latest_reply;so=ASC > > 2. [8]http://bestpractical.com/services/training.html > > 3. [9]http://bestpractical.com/services/training.html > > 4. [10]http://bestpractical.com/services/training.html > > 5. [11]http://www.gsicommerce.com/ > > 6. [12]mailto:hellerk at gsicommerce.com > > > > > -------- > > 2011 Training: [13]http://bestpractical.com/services/training.html > > -------- > 2011 Training: [14]http://bestpractical.com/services/training.html > > -- > Joshua Knarr > Systems Engineer > GSI Commerce, Inc. [15]http://www.gsicommerce.com > E-Mail: [16]knarrj at gsicommerce.com > Office: 610-491-7110 > Mobile: 484-636-7371 > > The information contained in this electronic mail transmission is intended only for the use of > the individual or entity named in this transmission. If you are not the intended recipient of > this transmission, you are hereby notified that any disclosure, copying or distribution of the > contents of this transmission is strictly prohibited and that you should delete the contents > of this transmission from your system immediately. Any comments or statements contained in > this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or > its subsidiaries and/or affiliates. > > References > > Visible links > 1. http://www.gossamer-threads.com/lists/engine?do=post_view_flat;post=89463;page=1;mh=-1;list=rt;sb=post_latest_reply;so=ASC > 2. http://bestpractical.com/services/training.html > 3. http://bestpractical.com/services/training.html > 4. http://bestpractical.com/services/training.html > 5. http://www.gsicommerce.com/ > 6. mailto:knarrj at gsicommerce.com > 7. http://www.gossamer-threads.com/lists/engine?do=post_view_flat;post=89463;page=1;mh=-1;list=rt;sb=post_latest_reply;so=ASC > 8. http://bestpractical.com/services/training.html > 9. http://bestpractical.com/services/training.html > 10. http://bestpractical.com/services/training.html > 11. http://www.gsicommerce.com/ > 12. mailto:hellerk at gsicommerce.com > 13. http://bestpractical.com/services/training.html > 14. http://bestpractical.com/services/training.html > 15. http://www.gsicommerce.com/ > 16. mailto:hellerk at gsicommerce.com > > -------- > 2011 Training: http://bestpractical.com/services/training.html -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ruz at bestpractical.com Tue Jun 21 16:55:58 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 22 Jun 2011 00:55:58 +0400 Subject: [rt-users] Access denied for user root; remote database host In-Reply-To: References: Message-ID: Hi, You should set DatabaseRTHost in the config or with ./configure argument before initializing DBs. Also, which permissions have you granted and how? On Wed, Jun 22, 2011 at 12:14 AM, Mathew Snyder wrote: > I have RT running one one VM (192.168.2.9) and MySQL (192.168.2.5) > running on another. I've granted permissions on all databases to > root at 192.168.2.9. When I run `make initialize-database` it creates the > database and attempts to grant access to rt_user at localhost (MySQL > server), but fails with the error "Access denied for user > 'root'@'192.168.2.9'". > > My MySQL chops aren't up to what they used to be. No password is set > which shouldn't be an issue anyway since the initial connection is > made that allows the database to be created. Only after it that is > done and it attempts to grant access to rt_user does it throw the > error. Anyone know what's going on? > > -- > -Mathew > > "When you do things right, people won't be sure you've done anything > at all." - God; Futurama > > -------- > 2011 Training: http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From yan at seiner.com Tue Jun 21 18:43:32 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 21 Jun 2011 15:43:32 -0700 (PDT) Subject: [rt-users] rt command always returns 404 Message-ID: <08b9712c8f4f5521a9691742cd6c6344.squirrel@mail.seiner.com> No matter what I try, the command line interface always returns 404. I can mis-spell something in the config file and it generates an error; I can misspel the URL and it returns a DNS error. So I'm assuming I have all the bits right but no ticket info: subutil at thermal ~ $ ./rt3/bin/rt show ticket/137 rt: Server error: Not Found (404) What am I doing wrong? And is there a debug / verbose output for rt that I'm missing? -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From asanka_gunasekera at yahoo.co.uk Wed Jun 22 04:25:03 2011 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Wed, 22 Jun 2011 09:25:03 +0100 (BST) Subject: [rt-users] =?utf-8?b?UlQgZXJyb3Ig4oCcQ291bGRuJ3QgbG9hZCB1c2VyICcn?= In-Reply-To: <20110621130031.GT912@jibsheet.com> References: <715776.72049.qm@web29018.mail.ird.yahoo.com> <20110621130031.GT912@jibsheet.com> Message-ID: <316661.47482.qm@web29012.mail.ird.yahoo.com> Hi Kevin, yes I did checked for users and I have tried few users which currently not configured in the Oracle db or AD with the same result that is giving the error RT error ?Couldn't load user '' Thanks and Regards ________________________________ From: Kevin Falcone To: rt-users at lists.bestpractical.com Sent: Tue, 21 June, 2011 18:30:31 Subject: Re: [rt-users] RT error ?Couldn't load user '' On Tue, Jun 21, 2011 at 04:38:53AM +0100, Asanka Gunasekera 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 '' Are you sure the user doesn't already exist? Go to Tools -> Configuration -> Users -> Select and use either the Go To User box or the search to see if the user you're creating already exists as an unprivileged user. -kevin > I read in one of your mailing list replies saying that user was got over >this issue by > removing Authen::ExternalAuth from plugging. But in my case I am unable to >do so since AD > authentication is my primary method of authentication. > > http://lists.fsck.com/pipermail/rt-users/2009-December/062628.html > > I don't want RT to create users in AD but to create new users in oracle DB > > Can someone tell me how to get over this problem? > > Thanks & regards > > -------- > 2011 Training: http://bestpractical.com/services/training.html -------------- next part -------------- An HTML attachment was scrubbed... URL: From asanka_gunasekera at yahoo.co.uk Wed Jun 22 06:03:05 2011 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Wed, 22 Jun 2011 11:03:05 +0100 (BST) Subject: [rt-users] =?utf-8?b?UlQgZXJyb3Ig4oCcQ291bGRuJ3QgbG9hZCB1c2VyICcn?= Message-ID: <447952.92037.qm@web29011.mail.ird.yahoo.com> Hi I was playing with the user creation and what I found was, if I don?t have the user that I am going to create in the AD I am getting this error. If I have the user name in the AD the account gets created with out any errors but I don?t see these new users from the RT select user screen. But if I logged on to the from the backend, I can query the users table and I can see them 1. 1. Any idea why I am unable to create any users which are not already in the AD 2. 2. Once I create the user in AD I can created the users without errors, but I am unable to list these new users from RT web interface. (by running select * from rtdb1.users I can list newly created users) ________________________________ From: Asanka Gunasekera To: rt-users at lists.bestpractical.com Sent: Tue, 21 June, 2011 9:08:53 Subject: RT error ?Couldn't load user '' 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 read in one of your mailing list replies saying that user was got over this issue by removing Authen::ExternalAuth from plugging. But in my case I am unable to do so since AD authentication is my primary method of authentication. http://lists.fsck.com/pipermail/rt-users/2009-December/062628.html I don?t want RT to create users in AD but to create new users in oracle DB Can someone tell me how to get over this problem? Thanks & regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From asanka_gunasekera at yahoo.co.uk Wed Jun 22 06:03:16 2011 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Wed, 22 Jun 2011 11:03:16 +0100 (BST) Subject: [rt-users] =?utf-8?b?UlQgZXJyb3Ig4oCcQ291bGRuJ3QgbG9hZCB1c2VyICcn?= Message-ID: <796281.43281.qm@web29017.mail.ird.yahoo.com> Hi I was playing with the user creation and what I found was, if I don?t have the user that I am going to create in the AD I am getting this error. If I have the user name in the AD the account gets created with out any errors but I don?t see these new users from the RT select user screen. But if I logged on to the from the backend, I can query the users table and I can see them 1. 1. Any idea why I am unable to create any users which are not already in the AD 2. 2. Once I create the user in AD I can created the users without errors, but I am unable to list these new users from RT web interface. (by running select * from rtdb1.users I can list newly created users) ________________________________ From: Asanka Gunasekera To: rt-users at lists.bestpractical.com Sent: Wed, 22 June, 2011 13:55:03 Subject: Re: [rt-users] RT error ?Couldn't load user '' Hi Kevin, yes I did checked for users and I have tried few users which currently not configured in the Oracle db or AD with the same result that is giving the error RT error ?Couldn't load user '' Thanks and Regards ________________________________ From: Kevin Falcone To: rt-users at lists.bestpractical.com Sent: Tue, 21 June, 2011 18:30:31 Subject: Re: [rt-users] RT error ?Couldn't load user '' On Tue, Jun 21, 2011 at 04:38:53AM +0100, Asanka Gunasekera 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 '' Are you sure the user doesn't already exist? Go to Tools -> Configuration -> Users -> Select and use either the Go To User box or the search to see if the user you're creating already exists as an unprivileged user. -kevin > I read in one of your mailing list replies saying that user was got over >this issue by > removing Authen::ExternalAuth from plugging. But in my case I am unable to >do so since AD > authentication is my primary method of authentication. > > http://lists.fsck.com/pipermail/rt-users/2009-December/062628.html > > I don't want RT to create users in AD but to create new users in oracle DB > > Can someone tell me how to get over this problem? > > Thanks & regards > > -------- > 2011 Training: http://bestpractical.com/services/training.html -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Wed Jun 22 06:11:52 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Wed, 22 Jun 2011 11:11:52 +0100 Subject: [rt-users] =?utf-8?b?UlQgZXJyb3Ig4oCcQ291bGRuJ3QgbG9hZCB1c2VyICcn?= In-Reply-To: <796281.43281.qm@web29017.mail.ird.yahoo.com> References: <796281.43281.qm@web29017.mail.ird.yahoo.com> Message-ID: <4E01BFE8.6060206@sgul.ac.uk> Hi Asanka, On 22/06/11 11:03, Asanka Gunasekera wrote: > > 1. 1. Any idea why I am unable to create any users which are not already > in the AD > 2. 2. Once I create the user in AD I can created the users without errors, > but I am unable to list these new users from RT web interface. (by running > select * from rtdb1.users I can list newly created users) > > what about your setting Set($AutoCreateNonExternalUsers, 1);? Moreover, can you paste your attr_match_list? Giuseppe > ________________________________ > From: Asanka Gunasekera > To: rt-users at lists.bestpractical.com > Sent: Wed, 22 June, 2011 13:55:03 > Subject: Re: [rt-users] RT error ?Couldn't load user '' > > > Hi Kevin, yes I did checked for users and I have tried few users which > currently not configured in the Oracle db or AD with the same result that is > giving the error RT error ?Couldn't load user '' > > Thanks and Regards > > > > > ________________________________ > From: Kevin Falcone > To: rt-users at lists.bestpractical.com > Sent: Tue, 21 June, 2011 18:30:31 > Subject: Re: [rt-users] RT error ?Couldn't load user '' > > On Tue, Jun 21, 2011 at 04:38:53AM +0100, Asanka Gunasekera 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 '' > Are you sure the user doesn't already exist? > > Go to Tools -> Configuration -> Users -> Select and use either the Go > To User box or the search to see if the user you're creating already > exists as an unprivileged user. > > -kevin > >> I read in one of your mailing list replies saying that user was got over >> this issue by >> removing Authen::ExternalAuth from plugging. But in my case I am unable to >> do so since AD >> authentication is my primary method of authentication. >> >> http://lists.fsck.com/pipermail/rt-users/2009-December/062628.html >> >> I don't want RT to create users in AD but to create new users in oracle DB >> >> Can someone tell me how to get over this problem? >> >> Thanks& regards >> -------- >> 2011 Training: http://bestpractical.com/services/training.html >> >> >> >> -------- >> 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From asanka_gunasekera at yahoo.co.uk Wed Jun 22 06:21:42 2011 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Wed, 22 Jun 2011 11:21:42 +0100 (BST) Subject: [rt-users] =?utf-8?b?UlQgZXJyb3Ig4oCcQ291bGRuJ3QgbG9hZCB1c2VyICcn?= Message-ID: <315402.66018.qm@web29010.mail.ird.yahoo.com> Hi Guys, for question 2, when I select the option ?Let this user be granted rights (Privileged)? then the user appears on the list through user > select page. So is there a privilege that I need to set for user to be listed under user > select ________________________________ From: Asanka Gunasekera To: rt-users at lists.bestpractical.com Sent: Wed, 22 June, 2011 15:33:16 Subject: Re: [rt-users] RT error ?Couldn't load user '' Hi I was playing with the user creation and what I found was, if I don?t have the user that I am going to create in the AD I am getting this error. If I have the user name in the AD the account gets created with out any errors but I don?t see these new users from the RT select user screen. But if I logged on to the from the backend, I can query the users table and I can see them 1. 1. Any idea why I am unable to create any users which are not already in the AD 2. 2. Once I create the user in AD I can created the users without errors, but I am unable to list these new users from RT web interface. (by running select * from rtdb1.users I can list newly created users) ________________________________ From: Asanka Gunasekera To: rt-users at lists.bestpractical.com Sent: Wed, 22 June, 2011 13:55:03 Subject: Re: [rt-users] RT error ?Couldn't load user '' Hi Kevin, yes I did checked for users and I have tried few users which currently not configured in the Oracle db or AD with the same result that is giving the error RT error ?Couldn't load user '' Thanks and Regards ________________________________ From: Kevin Falcone To: rt-users at lists.bestpractical.com Sent: Tue, 21 June, 2011 18:30:31 Subject: Re: [rt-users] RT error ?Couldn't load user '' On Tue, Jun 21, 2011 at 04:38:53AM +0100, Asanka Gunasekera 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 '' Are you sure the user doesn't already exist? Go to Tools -> Configuration -> Users -> Select and use either the Go To User box or the search to see if the user you're creating already exists as an unprivileged user. -kevin > I read in one of your mailing list replies saying that user was got over >this issue by > removing Authen::ExternalAuth from plugging. But in my case I am unable to >do so since AD > authentication is my primary method of authentication. > > http://lists.fsck.com/pipermail/rt-users/2009-December/062628.html > > I don't want RT to create users in AD but to create new users in oracle DB > > Can someone tell me how to get over this problem? > > Thanks & regards > > -------- > 2011 Training: http://bestpractical.com/services/training.html -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Wed Jun 22 06:29:55 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Wed, 22 Jun 2011 11:29:55 +0100 Subject: [rt-users] =?utf-8?b?UlQgZXJyb3Ig4oCcQ291bGRuJ3QgbG9hZCB1c2VyICcn?= In-Reply-To: <334606.44238.qm@web29018.mail.ird.yahoo.com> References: <796281.43281.qm@web29017.mail.ird.yahoo.com> <4E01BFE8.6060206@sgul.ac.uk> <334606.44238.qm@web29018.mail.ird.yahoo.com> Message-ID: <4E01C423.5090607@sgul.ac.uk> Hi Asanka, maybe I haven't understood the problem. You have users in AD and you want to let them authenticate to RT, right? If the users does *not* exist, you will need to have the user created first, manually or automatically - this is before any privilege can be granted. You will not find users under "select" unless they are first imported/autocreated/created manually. This is most commonly done when they login for the first time. Giuseppe On 22/06/11 11:26, Asanka Gunasekera wrote: > HiGiuseppe > > > I am not sure if this is the answer for question 2 (for me it sounds like > somewhere something is missing) , when I select the option ?Let this user be > granted rights (Privileged)? then the user appears on the list through user> > select page. So is there a privilege that I need to set for user to be listed > under user> select > I am still unable to find any thing for question 1 though > > > > > ________________________________ > From: Giuseppe Sollazzo > To: Asanka Gunasekera > Cc: rt-users at lists.bestpractical.com > Sent: Wed, 22 June, 2011 15:41:52 > Subject: Re: [rt-users] RT error ?Couldn't load user '' > > Hi Asanka, > > > On 22/06/11 11:03, Asanka Gunasekera wrote: > 1. 1. Any idea why I am unable to create any users which are not already > in the AD 2. 2. Once I create the user in AD I can created the users > without errors, but I am unable to list these new users from RT web interface. > (by running select * from rtdb1.users I can list newly created users) > > what about your setting > Set($AutoCreateNonExternalUsers, 1);? > > Moreover, can you paste your attr_match_list? > > Giuseppe > > > ________________________________ From: Asanka Gunasekera > To: rt-users at lists.bestpractical.com Sent: Wed, > 22 June, 2011 13:55:03 Subject: Re: [rt-users] RT error ?Couldn't load user '' > Hi Kevin, yes I did checked for users and I have tried few users which > currently not configured in the Oracle db or AD with the same result that is > giving the error RT error ?Couldn't load user '' Thanks and Regards > ________________________________ From: Kevin Falcone > To: rt-users at lists.bestpractical.com Sent: Tue, 21 June, 2011 18:30:31 Subject: > Re: [rt-users] RT error ?Couldn't load user '' On Tue, Jun 21, 2011 at > 04:38:53AM +0100, Asanka Gunasekera 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 '' >> > Are you sure the user doesn't already exist? Go to Tools -> Configuration -> > Users -> Select and use either the Go To User box or the search to see if the > user you're creating already exists as an unprivileged user. -kevin > > I read in one of your mailing list replies saying that user was got over > this issue by removing Authen::ExternalAuth from plugging. But in my case I > am unable to do so since AD authentication is my primary method of > authentication. > http://lists.fsck.com/pipermail/rt-users/2009-December/062628.html I don't > want RT to create users in AD but to create new users in oracle DB Can > someone tell me how to get over this problem? Thanks& regards > > -------- 2011 Training: http://bestpractical.com/services/training.html >> -------- 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 > -- ____________________________________ 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 Michael.Polenske at skm-skyline.de Wed Jun 22 09:38:42 2011 From: Michael.Polenske at skm-skyline.de (Michael Polenske) Date: Wed, 22 Jun 2011 15:38:42 +0200 Subject: [rt-users] Clone Queues Message-ID: Hi all, since I am not able to activate the Extension "QueueWizard" for RT4.0 - is there any other idea to clone a queue ? Maybe directly via SQL ? Reason is that I need to create some queues with similar settings (only to divide between products) and I don't want to click every detail in webinterface - I prefer command lines J Cheers - Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From dominic.hargreaves at oucs.ox.ac.uk Wed Jun 22 10:05:09 2011 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Wed, 22 Jun 2011 15:05:09 +0100 Subject: [rt-users] RT4 and Plack In-Reply-To: <1308252679.32098.1463979565@webmail.messagingengine.com> References: <1308251185.23474.1463971289@webmail.messagingengine.com> <20110616191231.GI912@jibsheet.com> <1308252679.32098.1463979565@webmail.messagingengine.com> Message-ID: <20110622140508.GA2837@gunboat-diplomat.oucs.ox.ac.uk> On Thu, Jun 16, 2011 at 12:31:19PM -0700, Nick Kartsioukas wrote: > On Thu, 16 Jun 2011 15:12 -0400, "Kevin Falcone" > wrote: > > Plack provides our interface to fastcgi > > Not something I can ignore then :) > > > I believe Dom has already begun packaging the rcs for 4.0.1 > > You may wish to start there. > > Ok. I went ahead and finished my list of Debian Squeeze dependencies > including what can be grabbed from squeeze-backports and what needs to > be built from Perl source, I'll create an account on the wiki and add it > in there. RT 4.0.1rc2 is in Debian experimental. I'm gradually adding all missing dependencies in squeeze to squeeze-backports. Once 4.0.1 comes out, I'll upload it unstable. Once 4.0.1 migrates to testing, I'll upload it to squeeze-backports. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: Digital signature URL: From falcone at bestpractical.com Wed Jun 22 10:10:14 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 22 Jun 2011 10:10:14 -0400 Subject: [rt-users] rt command always returns 404 In-Reply-To: <08b9712c8f4f5521a9691742cd6c6344.squirrel@mail.seiner.com> References: <08b9712c8f4f5521a9691742cd6c6344.squirrel@mail.seiner.com> Message-ID: <20110622141014.GF912@jibsheet.com> On Tue, Jun 21, 2011 at 03:43:32PM -0700, Yan Seiner wrote: > > > No matter what I try, the command line interface always returns 404. I > can mis-spell something in the config file and it generates an error; I > can misspel the URL and it returns a DNS error. So I'm assuming I have all > the bits right but no ticket info: > > subutil at thermal ~ $ ./rt3/bin/rt show ticket/137 > rt: Server error: Not Found (404) > > What am I doing wrong? And is there a debug / verbose output for rt that > I'm missing? ./bin/rt help config ... Environment variables: The following environment variables override any corresponding values defined in configuration files: - RTUSER - RTPASSWD - RTEXTERNALAUTH - RTSERVER - RTDEBUG Numeric debug level. (Set to 3 for full logs.) - RTCONFIG Specifies a name other than ".rtrc" for the configuration file. - RTQUERY Default RT Query for rt list - RTORDERBY Default order for rt list -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From mike.johnson at nosm.ca Wed Jun 22 13:37:04 2011 From: mike.johnson at nosm.ca (Mike Johnson) Date: Wed, 22 Jun 2011 13:37:04 -0400 Subject: [rt-users] =?windows-1252?q?RT_error_=93Couldn=27t_load_user_=27?= =?windows-1252?q?=27?= In-Reply-To: <315402.66018.qm@web29010.mail.ird.yahoo.com> References: <315402.66018.qm@web29010.mail.ird.yahoo.com> Message-ID: There is a check box on the user select page that says to search disabled users.... A non-privileged user is synonymous with a disabled user. I'm not sure of how it's worded on RT4, but in RT3.8.10, at the top of the user select page it says "Privileged Users", and at the bottom of the page, where you can enter search criteria "Include disabled users in search". I believe the issue that you are running into is that you are attempting to create an RT user with information that matches a currently "disabled" or "non-privileged" user, which isn't listed on the "user select" form as that form only shows "Privileged Users". HTH. Mike. On Wed, Jun 22, 2011 at 6:21 AM, Asanka Gunasekera < asanka_gunasekera at yahoo.co.uk> wrote: > Hi Guys, for question 2, when I select the option ?Let this user be > granted rights (Privileged)? then the user appears on the list through > user > select page. So is there a privilege that I need to set for user to > be listed under user > select > > ------------------------------ > *From:* Asanka Gunasekera > *To:* rt-users at lists.bestpractical.com > *Sent:* Wed, 22 June, 2011 15:33:16 > > *Subject:* Re: [rt-users] RT error ?Couldn't load user '' > > Hi I was playing with the user creation and what I found was, if I > don?t have the user that I am going to create in the AD I am getting this > error. If I have the user name in the AD the account gets created with out > any errors but I don?t see these new users from the RT select user screen. > But if I logged on to the from the backend, I can query the users table and > I can see them > > > 1. 1. Any idea why I am unable to create any users which are not > already in the AD > > 2. 2. Once I create the user in AD I can created the users without > errors, but I am unable to list these new users from RT web interface. (by > running select * from rtdb1.users I can list newly created users) > > ------------------------------ > *From:* Asanka Gunasekera > *To:* rt-users at lists.bestpractical.com > *Sent:* Wed, 22 June, 2011 13:55:03 > *Subject:* Re: [rt-users] RT error ?Couldn't load user '' > > Hi Kevin, yes I did checked for users and I have tried few users which > currently not configured in the Oracle db or AD with the same result that is > giving the error RT error ?Couldn't load user '' > > > Thanks and Regards > > ------------------------------ > *From:* Kevin Falcone > *To:* rt-users at lists.bestpractical.com > *Sent:* Tue, 21 June, 2011 18:30:31 > *Subject:* Re: [rt-users] RT error ?Couldn't load user '' > > On Tue, Jun 21, 2011 at 04:38:53AM +0100, Asanka Gunasekera 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 '' > > Are you sure the user doesn't already exist? > > Go to Tools -> Configuration -> Users -> Select and use either the Go > To User box or the search to see if the user you're creating already > exists as an unprivileged user. > > -kevin > > > I read in one of your mailing list replies saying that user was got > over this issue by > > removing Authen::ExternalAuth from plugging. But in my case I am > unable to do so since AD > > authentication is my primary method of authentication. > > > > http://lists.fsck.com/pipermail/rt-users/2009-December/062628.html > > > > I don't want RT to create users in AD but to create new users in > oracle DB > > > > Can someone tell me how to get over this problem? > > > > Thanks & regards > > > > > -------- > > 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Jun 22 13:59:42 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 22 Jun 2011 13:59:42 -0400 Subject: [rt-users] =?utf-8?b?UlQgZXJyb3Ig4oCcQ291bGRuJ3QgbG9hZCB1c2VyICcn?= In-Reply-To: References: <315402.66018.qm@web29010.mail.ird.yahoo.com> Message-ID: <20110622175942.GG912@jibsheet.com> On Wed, Jun 22, 2011 at 01:37:04PM -0400, Mike Johnson wrote: > There is a check box on the user select page that says to search disabled users.... > A non-privileged user is synonymous with a disabled user. > I'm not sure of how it's worded on RT4, but in RT3.8.10, at the top of the user select page it > says "Privileged Users", and at the bottom of the page, where you can enter search criteria > "Include disabled users in search". > I believe the issue that you are running into is that you are attempting to create an RT user > with information that matches a currently "disabled" or "non-privileged" user, which isn't > listed on the "user select" form as that form only shows "Privileged Users". Unprivileged Privileged Disabled are three different user states. Disabled users are not synonymous with Unprivileged users. You can disable a Privileged user or you can disable an Unprivileged user. Removing the checkbox 'Let this user be granted rights (Privileged)' makes them Unprivileged. Removing the checkbox 'Let this user access RT' disables the user. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From alexmv at bestpractical.com Wed Jun 22 16:45:53 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 22 Jun 2011 16:45:53 -0400 Subject: [rt-users] [Rt-announce] RT 4.0.1 Released Message-ID: <1308775553.25056.35.camel@kohr-ah> I'm happy to announce that RT 4.0.1 is now available. http://download.bestpractical.com/pub/rt/release/rt-4.0.1.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.0.1.tar.gz.sig SHA1 sums d53bef5fbf9d4ed4536e626eed0b79a502d643a9 rt-4.0.1.tar.gz 130bc0eeb49a951bd34ab4451980875fbfb21808 rt-4.0.1.tar.gz.sig This release is a bugfix release. It contains a number of notable fixes identified since the 4.0.0 release: * Fixes for MySQL+Sphinx and native PostgreSQL full text search, and improved documentation. * Javascript to forbid running RT in a frame, to prevent clickjacking attacks. * Better detection and hinting of common web path misconfigurations. * Minified javascript with an external jsmin now works in fastcgi and mod_perl deployments. This requires that mod_perl deployments switch to 'SetHandler modperl'; see docs/web_deployment.pod . * Javascript fixes for IE8 in the admin UI. * Multiple warning fixes during the upgrade process. * Removed previously missed rights related to right delegation. You will also find a new tarball, rt-4.0.1-third-party-source.tar.gz This contains the uncompiled source of any code that we ship (such as the minified source of jQuery). - Alex -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: This is a digitally signed message part URL: -------------- next part -------------- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From david.nillesen at njorsk.com Wed Jun 22 23:32:47 2011 From: david.nillesen at njorsk.com (David Nillesen) Date: Thu, 23 Jun 2011 13:32:47 +1000 Subject: [rt-users] ExternalAuth 'environment' type Message-ID: What happened to the ExternalAuth 'environment' type of authentication? Took me a while to work out it appears to have dissappeared between 0.08 and 0.09. I've cut'n'pasted the relevant 10 lines or so back into 0.09 on my RT 4.0.1 install and I'm off again. Does anyone know the rationale for it's removal? maybe I've done a bad thing? Thanks, Dave From bertignac at gmail.com Thu Jun 23 03:44:54 2011 From: bertignac at gmail.com (L B) Date: Thu, 23 Jun 2011 09:44:54 +0200 Subject: [rt-users] Having the last transaction (or the full ticket) in emails on queue or owner changes Message-ID: Hi, This is a question I have for a while. In the templates, using {$Transaction->Content()} is usually ok for create/reply/comment because there is something in the transaction. When I change the ticket from a queue to another or change the owner, {$Transaction->Content()} is empty. So people receive by email basically "queue changed" or "owner changed" info, but they have to check in the web interface what the ticket is about. Do you have any idea how I can add more info about the ticket in this kind of emails? I mean putting at least the last transaction content in the template or maybe the first text content of the ticket (usually it's the request), or maybe a part/all of the ticket history (with something we can take from the forward feature maybe) ? Thanks, -- L.B. From karmi.simonov at panayainc.com Thu Jun 23 04:05:48 2011 From: karmi.simonov at panayainc.com (Karmi Simonov) Date: Thu, 23 Jun 2011 08:05:48 +0000 Subject: [rt-users] creating ticket asks for credentials again Message-ID: Hi guys, I've created a new queue and a new group. The new group was given permissions to open and see tickets in the new queue. All the users in this group are not privileged. Whenever I login with one of the users to create a ticket, it throws me back to the login page and only after I re-enter my credentials, the ticket is created. I'm using RT3.8.2. Any ideas? -------------- next part -------------- An HTML attachment was scrubbed... URL: From D.Obando at ehapa.de Thu Jun 23 04:36:17 2011 From: D.Obando at ehapa.de (Obando, David DE - EV) Date: Thu, 23 Jun 2011 08:36:17 +0000 Subject: [rt-users] logged out when requesting a ticket page In-Reply-To: <20110621131738.GU912@jibsheet.com> References: <8F38F64549978B49854C17A67E84F9F0014795@txlevd1-xch05.ev.egmont.com> <20110620141115.GN912@jibsheet.com> <8F38F64549978B49854C17A67E84F9F0015492@txlevd1-xch05.ev.egmont.com> <20110621131738.GU912@jibsheet.com> Message-ID: <8F38F64549978B49854C17A67E84F9F0015E7C@txlevd1-xch05.ev.egmont.com> Hi, >So, the link in the dashboard contains the erroneous /rt ? >Is this a search that you customized at some point back in 3.8 when you were using /rt ? >If so, you will need to edit it in the Advanced tab to fix the hardcoded /rt and replace it with __WebPath__ Yes, that's it. Thank you! Regards, David From kae at midnighthax.com Thu Jun 23 05:43:32 2011 From: kae at midnighthax.com (Keith Edmunds) Date: Thu, 23 Jun 2011 10:43:32 +0100 Subject: [rt-users] Blacklist and Bugzilla In-Reply-To: <20110621141208.GW912@jibsheet.com> References: <20110531123200.7637fa9e@kae.tiger-computing.wbp> <20110607151953.578fac42@kae.tiger-computing.wbp> <20110607154753.GL912@jibsheet.com> <20110613104815.1524f409@kae.tiger-computing.wbp> <20110620222920.GS912@jibsheet.com> <20110621094200.50373e47@kae.tiger-computing.wbp> <20110621141208.GW912@jibsheet.com> Message-ID: <20110623104332.34148074@kae.tiger-computing.wbp> > Go to ticket 7387 and provide the full headers of the mail that > triggered the Autoreply. Below, with blank lines added for clarity: I'm guessing that the RT-Squelch-Replies-To line is significant. -------------------------------------------------------------------------------- MIME-Version: 1.0 X-Bugzilla-Target-Milestone: --- X-Spam-Status: (ACL:WHITELISTED_DOMAIN) Whitelisted domain ([REDACTED].com) In-Reply-To: X-Bugzilla-Changed-Fields: Status AssignedTo X-Bugzilla-Severity: normal Received-SPF: none Auto-Submitted: auto-generated X-Bugzilla-Type: changed References: X-Bugzilla-Reason: AssignedTo X-Bugzilla-Assigned-To: support@[RECIPIENT].co.uk X-Bugzilla-Component: User Content-Type: text/plain; charset="UTF-8" X-Bugzilla-Priority: P5 Received: from [xxx.xxx.xxx.xxx] (helo=thames2.[RECIPIENT].co.uk) by mail1.[RECIPIENT].co.uk with esmtps (TLS1.0:RSA_AES_256_CBC_SHA1:32) (Exim 4.69) (envelope-from ) id 1QTvQ0-0006nw-5w for support@[RECIPIENT].co.uk; Tue, 07 Jun 2011 13:30:00 +0100 Received: from ampere.[REDACTED].com ([xxx.xxx.xxx.xxx] helo=mailgate.[REDACTED].com) by thames2.[RECIPIENT].co.uk with esmtps (TLS1.0:RSA_AES_256_CBC_SHA1:32) (Exim 4.72) (envelope-from ) id 1QTvPu-0005On-Ql for support@[RECIPIENT].co.uk; Tue, 07 Jun 2011 13:29:54 +0100 Received: from [xxx.xxx.xxx.xxx] (helo=bugzilla) by mailgate.[REDACTED].com with esmtp (Exim 4.69) (envelope-from ) id 1QTvPu-0007Cu-Dg for support@[RECIPIENT].co.uk; Tue, 07 Jun 2011 13:29:54 +0100 X-Bugzilla-Who: [USERNAME]@[REDACTED].com Subject: [Bug 1733] pidgin client often crashes X-Bugzilla-Status: ASSIGNED X-Bugzilla-Product: IT Date: Tue, 7 Jun 2011 13:29:54 +0100 X-Bugzilla-Keywords: X-Bugzilla-Url: http://bugzilla/ To: support@[RECIPIENT].co.uk X-Bugzilla-Watch-Reason: None From: bugzilla-internal@[REDACTED].com X-RT-Original-Encoding: utf-8 content-transfer-encoding: 8bit RT-Squelch-Replies-To: bugzilla-internal@[REDACTED].com RT-DetectedAutoGenerated: true Content-Length: 568 -------------------------------------------------------------------------------- -- "You can have everything in life you want if you help enough other people get what they want" - Zig Ziglar. Who did you help today? From falcone at bestpractical.com Thu Jun 23 07:29:50 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 23 Jun 2011 07:29:50 -0400 Subject: [rt-users] Blacklist and Bugzilla In-Reply-To: <20110623104332.34148074@kae.tiger-computing.wbp> References: <20110531123200.7637fa9e@kae.tiger-computing.wbp> <20110607151953.578fac42@kae.tiger-computing.wbp> <20110607154753.GL912@jibsheet.com> <20110613104815.1524f409@kae.tiger-computing.wbp> <20110620222920.GS912@jibsheet.com> <20110621094200.50373e47@kae.tiger-computing.wbp> <20110621141208.GW912@jibsheet.com> <20110623104332.34148074@kae.tiger-computing.wbp> Message-ID: <20110623112950.GH912@jibsheet.com> On Thu, Jun 23, 2011 at 10:43:32AM +0100, Keith Edmunds wrote: > > Go to ticket 7387 and provide the full headers of the mail that > > triggered the Autoreply. > > Below, with blank lines added for clarity: I'm guessing that > the RT-Squelch-Replies-To line is significant. Yep, I believe I mentioned that header back in my original reply to the thread. RT sees this: > Auto-Submitted: auto-generated Add adds these > RT-Squelch-Replies-To: bugzilla-internal@[REDACTED].com > RT-DetectedAutoGenerated: true So that it knows later not to reply to the transaction. That change came in with 9ba140330ad503e170488c8b463914baa1b734ea and 3.8.0 so we would be RFC3834 compliant. You may need a local mod of CheckForAutoGenerated that avoids triggering on your bugzilla instance. RT very intentionally doesn't reply to properly flagged AutoGenerated email since it is a great source of mail loops -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jun 23 07:36:34 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 23 Jun 2011 07:36:34 -0400 Subject: [rt-users] ExternalAuth 'environment' type In-Reply-To: References: Message-ID: <20110623113634.GI912@jibsheet.com> On Thu, Jun 23, 2011 at 01:32:47PM +1000, David Nillesen wrote: > What happened to the ExternalAuth 'environment' type of authentication? > > Took me a while to work out it appears to have dissappeared between > 0.08 and 0.09. > > I've cut'n'pasted the relevant 10 lines or so back into 0.09 on my RT > 4.0.1 install and I'm off again. > > Does anyone know the rationale for it's removal? maybe I've done a bad thing? Running git diff 0.08..0.09 | grep -i environment in the rt-authen-externalauth git repo doesn't find me any results. Did you perhaps have a local mod? If you're referring to REMOTE_USER that's something that RT handles without an extension. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jun 23 07:40:14 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 23 Jun 2011 07:40:14 -0400 Subject: [rt-users] Having the last transaction (or the full ticket) in emails on queue or owner changes In-Reply-To: References: Message-ID: <20110623114014.GJ912@jibsheet.com> On Thu, Jun 23, 2011 at 09:44:54AM +0200, L B wrote: > Hi, > > This is a question I have for a while. In the templates, using > {$Transaction->Content()} is usually ok for create/reply/comment > because there is something in the transaction. > > When I change the ticket from a queue to another or change the owner, > {$Transaction->Content()} is empty. So people receive by email > basically "queue changed" or "owner changed" info, but they have to > check in the web interface what the ticket is about. > > Do you have any idea how I can add more info about the ticket in this > kind of emails? I mean putting at least the last transaction content > in the template or maybe the first text content of the ticket (usually > it's the request), or maybe a part/all of the ticket history (with > something we can take from the forward feature maybe) ? There should be examples in the mailing list archive and the wiki for doing this. A quick google found: http://requesttracker.wikia.com/wiki/AddTicketHistoryToMail as well as some recent posts to the mailing list. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jun 23 07:41:07 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 23 Jun 2011 07:41:07 -0400 Subject: [rt-users] creating ticket asks for credentials again In-Reply-To: References: Message-ID: <20110623114107.GK912@jibsheet.com> On Thu, Jun 23, 2011 at 08:05:48AM +0000, Karmi Simonov wrote: > I've created a new queue and a new group. The new group was given permissions to open and see > tickets in the new queue. > > All the users in this group are not privileged. > > Whenever I login with one of the users to create a ticket, it throws me back to the login page > and only after I re-enter my credentials, the ticket is created. What are the URLs before and after the create? > I'm using RT3.8.2. Hopefully you're patched up for security. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From bertignac at gmail.com Thu Jun 23 08:54:32 2011 From: bertignac at gmail.com (L B) Date: Thu, 23 Jun 2011 14:54:32 +0200 Subject: [rt-users] Having the last transaction (or the full ticket) in emails on queue or owner changes In-Reply-To: <20110623114014.GJ912@jibsheet.com> References: <20110623114014.GJ912@jibsheet.com> Message-ID: Thanks Kevin, I searched the wiki but didn't find this page. Here is what I did for my problem. It only print the last correspondance/comment. This is sent in my case to the owner for an owner change, and to the adminccs of the queue for a queue change. To put in the template used for owner change or queue change: { my $txns = $Ticket->Transactions; $txns->Limit( FIELD => 'Type', VALUE => $_, ) for qw(Create Correspond Comment); my $last_content; my $AttachmentObjects = $txns->Last()->Attachments; while( my $at = $AttachmentObjects->Next()){ next if $at->ContentType !~ m!^(text/html|text/plain|message|text$)!i; $last_content = $at->Content; } $last_content =~ s/<(([^ >]|\n)*)>//g; # strip HTML tags from text/html $last_content; } Looks ok so far... -- L.B. From testwreq at gmail.com Thu Jun 23 09:00:41 2011 From: testwreq at gmail.com (testwreq wreq) Date: Thu, 23 Jun 2011 09:00:41 -0400 Subject: [rt-users] reject certain emails to RT Message-ID: Hi, Is there a way to make changes in RT to reject certain emails that come to RT? These emails are particularly some SPAM emails from linkldn. -------------- next part -------------- An HTML attachment was scrubbed... URL: From karmi.simonov at panayainc.com Thu Jun 23 09:01:06 2011 From: karmi.simonov at panayainc.com (Karmi Simonov) Date: Thu, 23 Jun 2011 13:01:06 +0000 Subject: [rt-users] creating ticket asks for credentials again In-Reply-To: <20110623114107.GK912@jibsheet.com> References: <20110623114107.GK912@jibsheet.com> Message-ID: Before clicking "Create ticket": http://ticket/rt3/SelfService/Create.html?Queue=6 After clicking: http://ticket/rt3/SelfService/Create.html (Shows the login screen) After entering credentials: http://ticket/rt3/SelfService/Display.html?id=2044&results=5e5773c07c7d181a9e120749c71731b0 -----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, June 23, 2011 14:41 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] creating ticket asks for credentials again On Thu, Jun 23, 2011 at 08:05:48AM +0000, Karmi Simonov wrote: > I've created a new queue and a new group. The new group was given permissions to open and see > tickets in the new queue. > > All the users in this group are not privileged. > > Whenever I login with one of the users to create a ticket, it throws me back to the login page > and only after I re-enter my credentials, the ticket is created. What are the URLs before and after the create? > I'm using RT3.8.2. Hopefully you're patched up for security. -kevin From ruz at bestpractical.com Thu Jun 23 09:47:01 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 23 Jun 2011 17:47:01 +0400 Subject: [rt-users] reject certain emails to RT In-Reply-To: References: Message-ID: Hi, Do it outside RT. With procmail. In RT you can disable accounts and RT will reject emails. On Thu, Jun 23, 2011 at 5:00 PM, testwreq wreq wrote: > Hi, Is there a way to make changes in RT to reject certain emails that come > to RT? These emails are particularly some SPAM emails from linkldn. > > > -------- > 2011 Training: http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From jblaine at kickflop.net Thu Jun 23 11:32:38 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Thu, 23 Jun 2011 11:32:38 -0400 Subject: [rt-users] Dump all except tickets+attachments? Message-ID: <4E035C96.1000305@kickflop.net> If anyone has any clever advice as to how to about this, I'd love to hear it. RT 3.8.7 + security patches, PostgreSQL 8.1.23, RHEL5 We need to replicate our production RT instance's data to a development instance (yes, backward), but we don't want to carry the ~6GB of *ticket and attachment* data (what else?) over to development. Essentially, we want the same environment in development as production, but with empty queues. Advice? You are now connected to database "rt3". rt3=# \dt List of relations Schema | Name | Type | Owner --------+-------------------------+-------+---------- public | acl | table | postgres public | attachments | table | postgres public | attributes | table | postgres public | cachedgroupmembers | table | postgres public | customfields | table | postgres public | customfieldvalues | table | postgres public | fm_articles | table | rt_user public | fm_classes | table | rt_user public | fm_objecttopics | table | rt_user public | fm_topics | table | rt_user public | groupmembers | table | postgres public | groups | table | postgres public | links | table | postgres public | objectcustomfields | table | postgres public | objectcustomfieldvalues | table | postgres public | principals | table | postgres public | queues | table | postgres public | scripactions | table | postgres public | scripconditions | table | postgres public | scrips | table | postgres public | sessions | table | postgres public | templates | table | postgres public | tickets | table | postgres public | transactions | table | postgres public | users | table | postgres (25 rows) From Raed.El-Hames at daisygroupplc.com Thu Jun 23 12:05:06 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Thu, 23 Jun 2011 16:05:06 +0000 Subject: [rt-users] Dump all except tickets+attachments? In-Reply-To: <4E035C96.1000305@kickflop.net> References: <4E035C96.1000305@kickflop.net> Message-ID: <892593C9CA8E25458C440A63DDC6774D1E537B1E@DG-HEXMBX02.daisy.group> Jeff, If you are in a position to do it via sql , then I would suggest you take this route. By via sql I mean you are able to do statements like (insert into development_db.Users (select * from production_db.Users) etc .. If you ignoring Tickets and Attachments I would also ignore the Transactions table content , unless you care about change history for users/groups. Its also possible to ignore objectcustomfields and objectcustomfieldvalues content unless you are using users/groups/queues custom fields which are not very common. And also ignore sessions table content Tables like groups / GroupMembers and CachedGroupMembers are tricky and hard to get right via sql, if you start with the Groups table and select * from Groups where Domain != 'RT::Ticket-Role', then you should be able to do the GroupMembers by select * from production_db.GroupMembers where GroupId in (select Id from development_db.Groups) As for CachedGroupMembers, its far more tricky and please look into it in more details, but for a starting point I would suggest you do the same select as GroupMembers. 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 Jeff Blaine > Sent: 23 June 2011 16:33 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Dump all except tickets+attachments? > > If anyone has any clever advice as to how to about this, > I'd love to hear it. > > RT 3.8.7 + security patches, PostgreSQL 8.1.23, RHEL5 > > We need to replicate our production RT instance's data > to a development instance (yes, backward), but we don't > want to carry the ~6GB of *ticket and attachment* > data (what else?) over to development. > > Essentially, we want the same environment in development > as production, but with empty queues. > > Advice? > > You are now connected to database "rt3". > rt3=# \dt > List of relations > Schema | Name | Type | Owner > --------+-------------------------+-------+---------- > public | acl | table | postgres > public | attachments | table | postgres > public | attributes | table | postgres > public | cachedgroupmembers | table | postgres > public | customfields | table | postgres > public | customfieldvalues | table | postgres > public | fm_articles | table | rt_user > public | fm_classes | table | rt_user > public | fm_objecttopics | table | rt_user > public | fm_topics | table | rt_user > public | groupmembers | table | postgres > public | groups | table | postgres > public | links | table | postgres > public | objectcustomfields | table | postgres > public | objectcustomfieldvalues | table | postgres > public | principals | table | postgres > public | queues | table | postgres > public | scripactions | table | postgres > public | scripconditions | table | postgres > public | scrips | table | postgres > public | sessions | table | postgres > public | templates | table | postgres > public | tickets | table | postgres > public | transactions | table | postgres > public | users | table | postgres > (25 rows) > > -------- > 2011 Training: http://bestpractical.com/services/training.html From jblaine at kickflop.net Thu Jun 23 12:26:55 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Thu, 23 Jun 2011 12:26:55 -0400 Subject: [rt-users] Dump all except tickets+attachments? In-Reply-To: <892593C9CA8E25458C440A63DDC6774D1E537B1E@DG-HEXMBX02.daisy.group> References: <4E035C96.1000305@kickflop.net> <892593C9CA8E25458C440A63DDC6774D1E537B1E@DG-HEXMBX02.daisy.group> Message-ID: <4E03694F.7030108@kickflop.net> Roy, Thanks. What about "links"? Anyone with any other ideas? So basically, this, which excludes transactions, sessions, tickets, attachments: for t in acl attributes cachedgroupmembers customfields \ customfieldvalues fm_articles fm_classes fm_objecttopics \ fm_topics groupmembers groups links objectcustomfields \ objectcustomfieldvalues principals queues scripactions \ scripconditions scrips templates users do pg_dump -U postgres --table $t rt3 > dump_${t}.sql done Then I suppose a 'make initialize-database' on the development server and start loading the data, eh? On 6/23/2011 12:05 PM, Raed El-Hames wrote: > Jeff, > > If you are in a position to do it via sql , then I would suggest you take this route. > By via sql I mean you are able to do statements like (insert into development_db.Users (select * from production_db.Users) etc .. > If you ignoring Tickets and Attachments I would also ignore the Transactions table content , unless you care about change history for users/groups. > Its also possible to ignore objectcustomfields and objectcustomfieldvalues content unless you are using users/groups/queues custom fields which are not very common. > And also ignore sessions table content > > Tables like groups / GroupMembers and CachedGroupMembers are tricky and hard to get right via sql, if you start with the Groups table and select * from Groups where Domain != 'RT::Ticket-Role', then you should be able to do the GroupMembers by select * from production_db.GroupMembers where GroupId in (select Id from development_db.Groups) > As for CachedGroupMembers, its far more tricky and please look into it in more details, but for a starting point I would suggest you do the same select as GroupMembers. > > 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 li ability 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 Jeff Blaine >> Sent: 23 June 2011 16:33 >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] Dump all except tickets+attachments? >> >> If anyone has any clever advice as to how to about this, >> I'd love to hear it. >> >> RT 3.8.7 + security patches, PostgreSQL 8.1.23, RHEL5 >> >> We need to replicate our production RT instance's data >> to a development instance (yes, backward), but we don't >> want to carry the ~6GB of *ticket and attachment* >> data (what else?) over to development. >> >> Essentially, we want the same environment in development >> as production, but with empty queues. >> >> Advice? >> >> You are now connected to database "rt3". >> rt3=# \dt >> List of relations >> Schema | Name | Type | Owner >> --------+-------------------------+-------+---------- >> public | acl | table | postgres >> public | attachments | table | postgres >> public | attributes | table | postgres >> public | cachedgroupmembers | table | postgres >> public | customfields | table | postgres >> public | customfieldvalues | table | postgres >> public | fm_articles | table | rt_user >> public | fm_classes | table | rt_user >> public | fm_objecttopics | table | rt_user >> public | fm_topics | table | rt_user >> public | groupmembers | table | postgres >> public | groups | table | postgres >> public | links | table | postgres >> public | objectcustomfields | table | postgres >> public | objectcustomfieldvalues | table | postgres >> public | principals | table | postgres >> public | queues | table | postgres >> public | scripactions | table | postgres >> public | scripconditions | table | postgres >> public | scrips | table | postgres >> public | sessions | table | postgres >> public | templates | table | postgres >> public | tickets | table | postgres >> public | transactions | table | postgres >> public | users | table | postgres >> (25 rows) >> >> -------- >> 2011 Training: http://bestpractical.com/services/training.html > From athompso at athompso.net Thu Jun 23 16:17:49 2011 From: athompso at athompso.net (Adam Thompson) Date: Thu, 23 Jun 2011 15:17:49 -0500 Subject: [rt-users] RT4.0.1 post-upgrade rt-server.fcgi won't start Message-ID: <012c01cc31e2$9f702ac0$de508040$@athompso.net> Followed the instructions in README: did configure, make upgrade, updated schema, now rt-server.fcgi+lighttpd is broken. Lighttpd error log only says: 2011-06-23 15:09:24: (log.c.166) server started 2011-06-23 15:09:24: (mod_fastcgi.c.1104) the fastcgi-backend /opt/rt4/sbin/rt-server.fcgi failed to start: 2011-06-23 15:09:24: (mod_fastcgi.c.1108) child exited with status 255 /opt/rt4/sbin/rt-server.fcgi 2011-06-23 15:09:24: (mod_fastcgi.c.1111) If you're trying to run your app as a FastCGI backend, make sure you're using the FastCGI-enabled version. If this is PHP on Gentoo, add 'fastcgi' to the USE flags. 2011-06-23 15:09:24: (mod_fastcgi.c.1399) [ERROR]: spawning fcgi failed. 2011-06-23 15:09:24: (server.c.938) Configuration of plugins failed. Going down. I can verify that manually executing rt-server.fcgi fails, as in: [root at rt ~]# /opt/rt4/sbin/rt-server --port 9000 Plack::Handler::Starlet: Accepting connections at http://0:9000/ versus: [root at rt ~]# /opt/rt4/sbin/rt-server.fcgi --port 9000 WARNING: RT couldn't start up a web server on port 9000. This is often the case if the port is already in use or you're running /opt/rt4/sbin/rt-server.fcgi as someone other than your system's "root" user. You may also specify a temporary port with: /opt/rt4/sbin/rt-server.fcgi --port Please check your system configuration or choose another port (And yes, I made sure nothing else was listening on port 9000. The .fcgi version won?t start on any port.) Also confirmed I used the same ./configure line for both 4.0.0 and 4.0.1, ( from config.status, of either: ) ac_cs_config="'--enable-graphviz' '--enable-gd' '--enable-gpg' '--with-web-handler=fastcgi' '--with-db-type=Pg'" Nothing changed in my lighttpd setup, nor in my Pg setup? help? What debugging should I be enabling to help narrow this down? (Luckily, in the meantime, I just revert to using rt-server again.) -Adam Thompson athompso at athompso.net (204) 291-7950 - direct (204) 489-6515 - fax -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Thu Jun 23 16:50:48 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 23 Jun 2011 16:50:48 -0400 Subject: [rt-users] RT4.0.1 post-upgrade rt-server.fcgi won't start In-Reply-To: <012c01cc31e2$9f702ac0$de508040$@athompso.net> References: <012c01cc31e2$9f702ac0$de508040$@athompso.net> Message-ID: <1308862248.3280.187.camel@kohr-ah> On Thu, 2011-06-23 at 15:17 -0500, Adam Thompson wrote: > Followed the instructions in README: did configure, make upgrade, > updated schema, now rt-server.fcgi+lighttpd is broken. > > Lighttpd error log only says: What does the RT error log say? What does your lighttpd configuration look like? > I can verify that manually executing rt-server.fcgi fails, as in: This also happens with RT 4.0.0; for questionable reasons, rt-server.fcgi ignores the --port option entirely, and thus produces a spurious warning about the port being already in use. This should be fixed in 4.0.2, and rt-server.fcgi should become usable as an external fcgi process. Until then, it will only function if its STDOUT is attached to a pipe. - Alex From athompso at athompso.net Thu Jun 23 17:12:03 2011 From: athompso at athompso.net (Adam Thompson) Date: Thu, 23 Jun 2011 16:12:03 -0500 Subject: [rt-users] RT4.0.1 post-upgrade rt-server.fcgi won't start In-Reply-To: <1308862248.3280.187.camel@kohr-ah> References: <012c01cc31e2$9f702ac0$de508040$@athompso.net> <1308862248.3280.187.camel@kohr-ah> Message-ID: <014f01cc31ea$330f70e0$992e52a0$@athompso.net> Well, as I said, nothing really changed. CentOS 5.6 with lighttpd from RPMForge. The following config block was appended to /etc/lighttpd/conf.d/fastcgi.conf: alias.url = ( "/NoAuth/images/" => "/opt/rt4/share/html/NoAuth/images/", ) $HTTP["url"] !~ "^/NoAuth/images/" { fastcgi.server = ( "/" => ( "rt" => ( "port" => "9000", "bin-path" => "/opt/rt4/sbin/rt-server.fcgi", "check-local" => "disable", "fix-root-scriptname" => "enable", ) ) ) } What RT error log? I included everything lighttpd logged, and RT didn't log anything except what I showed, not to stderr, nor syslog, nor any file. (Hence my question about what would be useful to turn on for debugging here...) I turned LogToScreen and LogToSyslog both up to "debug", but still nothing shows up anywhere... it's as though something is failing around exec(2) rather than inside the RT fcgi daemon, but everything *looks* ok, and as I've reiterated, it worked fine under 4.0.0. Thanks, -Adam Thompson athompso at athompso.net (204) 291-7950 - direct (204) 489-6515 - fax > -----Original Message----- > From: Alex Vandiver [mailto:alexmv at bestpractical.com] > Sent: Thursday, June 23, 2011 15:51 > To: athompso at athompso.net > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT4.0.1 post-upgrade rt-server.fcgi won't start > > On Thu, 2011-06-23 at 15:17 -0500, Adam Thompson wrote: > > Followed the instructions in README: did configure, make upgrade, > > updated schema, now rt-server.fcgi+lighttpd is broken. > > > > Lighttpd error log only says: > > What does the RT error log say? What does your lighttpd configuration > look like? > > > I can verify that manually executing rt-server.fcgi fails, as in: > > This also happens with RT 4.0.0; for questionable reasons, > rt-server.fcgi > ignores the --port option entirely, and thus produces a spurious warning > about the port being already in use. This should be fixed in 4.0.2, and > rt- > server.fcgi should become usable as an external fcgi process. Until > then, > it will only function if its STDOUT is attached to a pipe. > - Alex > From kfcrocker at lbl.gov Thu Jun 23 17:35:01 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 23 Jun 2011 14:35:01 -0700 Subject: [rt-users] Rebuild Groups Table In-Reply-To: <20110621203402.GC912@jibsheet.com> References: <20110621191423.GB912@jibsheet.com> <20110621203402.GC912@jibsheet.com> Message-ID: Kevin, Probably because I'm embarassed ;-). I've been really stumped as to what happend and now I've finally determined that ALL these tickets (120) with missing GROUP/PRINCIPALS Table records were created within 3 seconds and ALL in the same Queue over a year ago. That lead me to conclude that I had a User that went ahead and created a temporary scrip to mass create some tickets and failed to insert a GROUPS & PRINCIPALS record for each ticket in that code (BAD TOAD!!). I'll be stopping by his office for a few words (of wisdom). This can be corrected, so no big deal at the moment, since all these tickets belong to the same person. By the way, I got rt-validator to run. Thanks. I'm going to set up a monthly cron job to run it so I can monitor stuff like this. Thanks for your help. Kenn LBNL On Tue, Jun 21, 2011 at 1:34 PM, Kevin Falcone wrote: > On Tue, Jun 21, 2011 at 12:46:00PM -0700, Kenneth Crocker wrote: > > I also noticed, while perusing the DB, that there are a lot of gaps in > ticket numbers and the > > create dates are in the evening when no one is around in the building, > usually around midnight > > (TICKETS sorted in ID sequence). > > > > What is rt-validator? > > Kenn > > rt-validator ships with RT. Just run find /opt/rt3 -name rt-validator > and read the documentation. > > You've not given any information that would allow me to comment on > ticket id gaps. > > -kevin > > > -------- > 2011 Training: http://bestpractical.com/services/training.html > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Thu Jun 23 18:14:50 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 23 Jun 2011 18:14:50 -0400 Subject: [rt-users] RT4.0.1 post-upgrade rt-server.fcgi won't start In-Reply-To: <014f01cc31ea$330f70e0$992e52a0$@athompso.net> References: <012c01cc31e2$9f702ac0$de508040$@athompso.net> <1308862248.3280.187.camel@kohr-ah> <014f01cc31ea$330f70e0$992e52a0$@athompso.net> Message-ID: <1308867290.3280.224.camel@kohr-ah> On Thu, 2011-06-23 at 16:12 -0500, Adam Thompson wrote: > What RT error log? I included everything lighttpd logged, and RT didn't > log anything except what I showed, not to stderr, nor syslog, nor any > file. (Hence my question about what would be useful to turn on for > debugging here...) Turning LogToFile or LogToSyslog to debug is the right knob. That they're not getting anything written to them implies that the configuration file is failing to be read. Are the permissions on /opt/rt4/etc/RT_Config.pm and /opt/rt4/etc/RT_SiteConfig.pm what you expect? Are the permission on /opt/rt4/var/mason_data correct? If you're running rt-server as root, like you demonstrate, you're likely creating directories and files owned by root, which the fastcgi process under lighttpd, running as www-data, won't be able to cope with. > I turned LogToScreen and LogToSyslog both up to "debug", but still nothing > shows up anywhere... it's as though something is failing around exec(2) > rather than inside the RT fcgi daemon, but everything *looks* ok, and as > I've reiterated, it worked fine under 4.0.0. I can't replicate this. Unfortunately, due to http://redmine.lighttpd.net/issues/499 , it's hard to get debugging information out of a fastcgi process before it's read the config file, so you may have to resort to: strace -ff -o lighttpd.strace \ /usr/sbin/lighttpd -f /etc/lighttpd/lighttpd.conf ..and examining the files for the fcgi children that are spawned. - Alex From athompso at athompso.net Thu Jun 23 18:21:42 2011 From: athompso at athompso.net (Adam Thompson) Date: Thu, 23 Jun 2011 17:21:42 -0500 Subject: [rt-users] RT4.0.1 post-upgrade rt-server.fcgi won't start In-Reply-To: <1308867290.3280.224.camel@kohr-ah> References: <012c01cc31e2$9f702ac0$de508040$@athompso.net> <1308862248.3280.187.camel@kohr-ah> <014f01cc31ea$330f70e0$992e52a0$@athompso.net> <1308867290.3280.224.camel@kohr-ah> Message-ID: <016401cc31f3$ee09b7d0$ca1d2770$@athompso.net> > Turning LogToFile or LogToSyslog to debug is the right knob. That > they're > not getting anything written to them implies that the configuration file > is > failing to be read. Are the permissions on /opt/rt4/etc/RT_Config.pm > and /opt/rt4/etc/RT_SiteConfig.pm what you expect? Are the > permission on /opt/rt4/var/mason_data correct? Good guess! (I know it's not a *guess*, you know what I mean...) The problem was that ./configure had guessed my webserver userid as "apache", when it's now "lighttpd" instead. So when I did "make upgrade", one of the commands that was executed was "chgrp -R apache /opt/rt4/etc". I forgot I had manually changed ownerships after switching from apache to lighttpd. Easy fix: "chown -R --from=:apache :lighttpd /opt/" Thanks for the pointers, seems to be working OK now. -Adam Thompson athompso at athompso.net (204) 291-7950 - direct (204) 489-6515 - fax From sebsua at gmail.com Thu Jun 23 18:38:38 2011 From: sebsua at gmail.com (sebsua at gmail.com) Date: Thu, 23 Jun 2011 19:38:38 -0300 Subject: [rt-users] RT Authentication with Joomla (CB) Message-ID: Hi folks, We want our clients to register and access specific resources from our Joomla CMS platform with Community Builder plugin. It will be great to get the same user and password from the Joomla DB to auto-validate within RT to access Self Service. Someone in the list steps into the same request? If so can you share how this integration can be made? Many thanks, Seb.- From david.nillesen at njorsk.com Thu Jun 23 19:29:46 2011 From: david.nillesen at njorsk.com (David Nillesen) Date: Fri, 24 Jun 2011 09:29:46 +1000 Subject: [rt-users] ExternalAuth 'environment' type In-Reply-To: <20110623113634.GI912@jibsheet.com> References: <20110623113634.GI912@jibsheet.com> Message-ID: > Running > > git diff 0.08..0.09 | grep -i environment > > in the rt-authen-externalauth git repo doesn't find me any results. > Did you perhaps have a local mod? > > If you're referring to REMOTE_USER that's something that RT handles > without an extension. > > -kevin Wow, OK. Apparently I need to work on my documentation a bit more. I've done this: root at arty [PROD] /apps/rt/local/# diff /apps/build/RT-Authen-ExternalAuth-0.09/lib/RT/Authen/ExternalAuth.pm plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm 77a78,90 > > ############################################################# > ##################### Environment Check ##################### > ############################################################# > if ($config->{'type'} eq 'environment') { > # Check for the appropriate environment variable and > # trust it > if (defined($config->{'name'})) { > $RT::Logger->debug( "Retreiving environment variable ",$config->{'name'} ); > $username = $ENV{$config->{'name'}}; > $RT::Logger->debug( "username retrieved is \"$username\"" ); > } > } It adds configurable element for an environment variable that contains a username to be trusted. From memory my plans were to use webauth eventually via the apache module/plugin. The only thing I can think of is that I liked the LDAP mapping features of externalauth better then the core features. Feel free to use the patch if you think it is in any way useful. My apologies if I have copied it from someone else, but I honestly don't remember how I got to this point :) Cheers, Dave From ruz at bestpractical.com Thu Jun 23 20:48:34 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 24 Jun 2011 04:48:34 +0400 Subject: [rt-users] RT Authentication with Joomla (CB) In-Reply-To: References: Message-ID: Hi, What you need is to configure ExternalAuth's DBI module to connect to Joomla's DB and use it to auth people. Tricky part here is format of passwords in Joomla's DB, details you can find on the following page http://forum.joomla.org/viewtopic.php?t=207689. ExternalAuth::DBI has very limitted understanding of how passwords are validated, so it will need a little bit of adjustment. Actually, I would love to see a patch that adds a config option that is a function reference. This function is called with password user entered in the login form and data module fetched from the DB and this function returns true or false. Anyway, external auth is good place to start. It can as well fetch additional info from an external source. If it doesn't work for you then you can take a look at RT::Authen::PAUSE as example of very simple auth module. On Fri, Jun 24, 2011 at 2:38 AM, sebsua at gmail.com wrote: > Hi folks, > > We want our clients to register and access specific resources from our > Joomla CMS platform with Community Builder plugin. > > It will be great to get the same user and password from the Joomla DB > to auto-validate within RT to access Self Service. > > Someone in the list steps into the same request? If so can you share > how this integration can be made? > > Many thanks, > Seb.- > > -------- > 2011 Training: http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From jpwhite at hotmail.com Thu Jun 23 20:49:47 2011 From: jpwhite at hotmail.com (JP White) Date: Thu, 23 Jun 2011 20:49:47 -0400 Subject: [rt-users] RT4 ticket no longer auto-open after comment Message-ID: We just upgraded from RT 3.8.8 to RT 4.0 In the past, any ticket that was in a "new" status would automatically be opened when a comment or similar transaction happened. This seems to no longer be the case in RT4. Is this a flag that can be turned back on? I don't see anything about it in the RT_Config.pm Thanks for the help. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jun 23 21:04:20 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 23 Jun 2011 21:04:20 -0400 Subject: [rt-users] RT4 ticket no longer auto-open after comment In-Reply-To: References: Message-ID: <20110624010420.GL912@jibsheet.com> On Thu, Jun 23, 2011 at 08:49:47PM -0400, JP White wrote: > We just upgraded from RT 3.8.8 to RT 4.0 > > In the past, any ticket that was in a "new" status would automatically be opened when a > comment or similar transaction happened. > This seems to no longer be the case in RT4. Is this a flag that can be turned back on? I don't > see anything about it in the RT_Config.pm > Thanks for the help. In 4.0, since you might configure lifecycles differently, we removed that hardcoded change (lots of folks asked for that change for other reasons too). You should have an On Correspond Open Tickets scrip, you can add a similar one to Open on Comment. -kevin > -------- > 2011 Training: http://bestpractical.com/services/training.html -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Joanne.Keown at coloradogroup.com.au Thu Jun 23 21:36:07 2011 From: Joanne.Keown at coloradogroup.com.au (Joanne Keown) Date: Fri, 24 Jun 2011 11:36:07 +1000 Subject: [rt-users] RTV4.0.0: User Access Restrictions Message-ID: <0F5FC019E0CDF3459EE1B8D44E85072748096D6650@BNE-EXCH.coloradogroup.com.au> 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 [cid:image001.png at 01CC3262.285C1950][cid:image002.png at 01CC3262.285C1950][cid:image003.png at 01CC3262.285C1950][cid:image004.png at 01CC3262.285C1950][cid:image005.png at 01CC3262.285C1950] [cid:image006.jpg at 01CC3262.285C1950] Sign up to FUSION now for special member offers at 5 of Australia's leading fashion brands. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... 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Name: RT Access Profile.xls Type: application/vnd.ms-excel Size: 25600 bytes Desc: RT Access Profile.xls URL: -------------- next part -------------- ____________________________________________________________________________________________________________ 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. ____________________________________________________________________________________________________________ From amarosi at luminance.us.com Fri Jun 24 01:40:25 2011 From: amarosi at luminance.us.com (Andrew Marosi) Date: Thu, 23 Jun 2011 22:40:25 -0700 Subject: [rt-users] Changed primary SMTP addresses now getting a lot of 'valid user' errors In-Reply-To: <15DF9116EFA72B41BA18ECC2ABD870F55E66C6A0@uslaxmail02> References: <15DF9116EFA72B41BA18ECC2ABD870F55E66C69F@uslaxmail02>, <15DF9116EFA72B41BA18ECC2ABD870F55E66C6A0@uslaxmail02> Message-ID: <15DF9116EFA72B41BA18ECC2ABD870F55E66C6A1@uslaxmail02> We added a domain and made it everyone's reply as email address and now RT is kicking out a bunch of: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (USER at XXX3.com). You might need to grant 'Everyone' the right 'ReplyToTicket' for the queue XXX. We are using ExtAuth, and Email Completion against 2008 Active Directory. Everything has been working great, until we added this new email domain, and set it as everyone's primary reply as. I've attached the two config files in case someone wants to dig into it...XXX1 is the original domain, XXX2 is a sister company, and XXX3 is the new domain. We're only getting the errors when people are sending tickets in via email to from their new XXX3 domain email account. In the mean time I've set AutoCreate to 1, but we're not a fan of cleaning out spam regularly... Thanks in advance. -Andy -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: RT_SiteConfig.pm.txt URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: RT-Authen-ExternalAuth.Config.pm.txt URL: From D.Obando at ehapa.de Fri Jun 24 06:24:28 2011 From: D.Obando at ehapa.de (Obando, David DE - EV) Date: Fri, 24 Jun 2011 10:24:28 +0000 Subject: [rt-users] Modify actions menu Message-ID: <8F38F64549978B49854C17A67E84F9F001640B@txlevd1-xch05.ev.egmont.com> Hi, on a rt 4.0.1 installation I want to modify the actions menu shown when editing a ticket. I would like to hide some actions like "Extract Article". Which file(s) do I have to edit? Thanks and regards, David -------------- next part -------------- An HTML attachment was scrubbed... URL: From odhiambo at gmail.com Fri Jun 24 07:00:07 2011 From: odhiambo at gmail.com (Odhiambo Washington) Date: Fri, 24 Jun 2011 14:00:07 +0300 Subject: [rt-users] Modify actions menu In-Reply-To: <8F38F64549978B49854C17A67E84F9F001640B@txlevd1-xch05.ev.egmont.com> References: <8F38F64549978B49854C17A67E84F9F001640B@txlevd1-xch05.ev.egmont.com> Message-ID: On Fri, Jun 24, 2011 at 13:24, Obando, David DE - EV wrote: > Hi,**** > > ** ** > > on a rt 4.0.1 installation I want to modify the actions menu shown when > editing a ticket. I would like to hide some actions like "Extract Article". > Which file(s) do I have to edit?**** > > > Configuration -> Global -> User Rights What happens when you deny the user the "Create articles in this class" right? -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ I can't hear you -- I'm using the scrambler. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ddm at bartol.udel.edu Fri Jun 24 07:53:43 2011 From: ddm at bartol.udel.edu (Daniel De Marco) Date: Fri, 24 Jun 2011 07:53:43 -0400 Subject: [rt-users] permission glitch on 4.0.1 Message-ID: <20110624115343.GA23482@yakko.bartol.udel.edu> Hi, I just upgraded from 3.8.10 to 4.0.1. Everything worked great except for a small permission problem on /opt/rt4/var/mason_data/obj that gets created with owner root.root instead of apache.apache. Fixing it by hand solved the problem. Thank you for the great product! Daniel. From trs at bestpractical.com Fri Jun 24 10:32:07 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 24 Jun 2011 10:32:07 -0400 Subject: [rt-users] RT4.0.1 post-upgrade rt-server.fcgi won't start In-Reply-To: <016401cc31f3$ee09b7d0$ca1d2770$@athompso.net> References: <012c01cc31e2$9f702ac0$de508040$@athompso.net> <1308862248.3280.187.camel@kohr-ah> <014f01cc31ea$330f70e0$992e52a0$@athompso.net> <1308867290.3280.224.camel@kohr-ah> <016401cc31f3$ee09b7d0$ca1d2770$@athompso.net> Message-ID: <4E049FE7.407@bestpractical.com> On 06/23/2011 06:21 PM, Adam Thompson wrote: > The problem was that ./configure had guessed my webserver userid as > "apache", when it's now "lighttpd" instead. So when I did "make upgrade", > one of the commands that was executed was "chgrp -R apache /opt/rt4/etc". > I forgot I had manually changed ownerships after switching from apache to > lighttpd. > > Easy fix: "chown -R --from=:apache :lighttpd /opt/" For future reference, the --with-web-user=USER and --with-web-group=GROUP options to ./configure would cause upgrade/install to do the right thing. Thomas From bward at film-tech.com Fri Jun 24 10:38:59 2011 From: bward at film-tech.com (Brandon Ward) Date: Fri, 24 Jun 2011 09:38:59 -0500 Subject: [rt-users] Hide custom field from single user v3.8.7 Message-ID: Hi all, I'm running v3.8.7 and have 2 custom fields (Caller Name and Caller Phone #) that I do not want displayed to a particular user. This user only has the right to VIEW tickets in their queues and does not need the caller info. All of my custom fields are applied to tickets (not users, queues, etc). This user is in their own group. I tried applying the fields to groups and NOT giving the group this user is in the right to see the fields, but it removed the fields for every user on all tickets. I'm certain the answer is right in front of me, but I can't see it. Thanks, Brandon From kfcrocker at lbl.gov Fri Jun 24 10:58:44 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 24 Jun 2011 07:58:44 -0700 Subject: [rt-users] Hide custom field from single user v3.8.7 In-Reply-To: References: Message-ID: Brandon, Do NOT grant permissions at the Queue level. Do GROUPS only. Then put this person in a group by himself and everyone else in other groups and grant rights to all the other groups. That would do it. Kenn LBNL On Fri, Jun 24, 2011 at 7:38 AM, Brandon Ward wrote: > Hi all, > > I'm running v3.8.7 and have 2 custom fields (Caller Name and Caller Phone > #) that I do not want displayed to a particular user. This user only has > the right to VIEW tickets in their queues and does not need the caller > info. > > All of my custom fields are applied to tickets (not users, queues, etc). > This user is in their own group. I tried applying the fields to groups > and NOT giving the group this user is in the right to see the fields, but > it removed the fields for every user on all tickets. I'm certain the > answer is right in front of me, but I can't see it. > > Thanks, > > Brandon > > > -------- > 2011 Training: http://bestpractical.com/services/training.html > -------------- next part -------------- An HTML attachment was scrubbed... URL: From dario at astro.as.utexas.edu Fri Jun 24 11:12:37 2011 From: dario at astro.as.utexas.edu (Dario Landazuri) Date: Fri, 24 Jun 2011 10:12:37 -0500 Subject: [rt-users] migrating from MySQL to Postgres? Message-ID: <4E04A965.5040001@astro.as.utexas.edu> Greetings, I'm beginning to investigate migrating our RT backing database from MySQL to Postgres to more easily take advantage of full text search, which a couple of my coworkers really want. There apparently used to be a page on the wiki for doing this which has since been deleted for being out-of-date. My google-fu looks to be a little weak this morning and hasn't turned up much - I have not tried to search the list archives directly yet. I was wondering if anyone has done this and has notes or advice to offer. I'm looking at installing pg 8.4 packaged by Red Hat (the system is running RHEL5) and looking at using one of the tools (probably the one from PostgreSQL themselves) here: http://wiki.postgresql.org/wiki/Converting_from_other_Databases_to_PostgreSQL#MySQL Advice? Cheers, Dario -- ************************************************************ Dario Landazuri dario at astro.as.utexas.edu Systems Administrator (512) 471-3334 McDonald Observatory ************************************************************ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 6558 bytes Desc: S/MIME Cryptographic Signature URL: From dario at astro.as.utexas.edu Fri Jun 24 11:14:15 2011 From: dario at astro.as.utexas.edu (Dario Landazuri) Date: Fri, 24 Jun 2011 10:14:15 -0500 Subject: [rt-users] migrating from MySQL to Postgres? In-Reply-To: <4E04A965.5040001@astro.as.utexas.edu> References: <4E04A965.5040001@astro.as.utexas.edu> Message-ID: <4E04A9C7.2000304@astro.as.utexas.edu> Argh - my apologies, I forgot to say that I'm running RT 4.0.1. -Dario > I'm beginning to investigate migrating our RT backing database from > MySQL to Postgres to more easily take advantage of full text search, > which a couple of my coworkers really want. > > There apparently used to be a page on the wiki for doing this which has > since been deleted for being out-of-date. My google-fu looks to be a > little weak this morning and hasn't turned up much - I have not tried to > search the list archives directly yet. I was wondering if anyone has > done this and has notes or advice to offer. > > I'm looking at installing pg 8.4 packaged by Red Hat (the system is > running RHEL5) and looking at using one of the tools (probably the one > from PostgreSQL themselves) here: > http://wiki.postgresql.org/wiki/Converting_from_other_Databases_to_PostgreSQL#MySQL > > > Advice? > > Cheers, > Dario > -- ************************************************************ Dario Landazuri dario at astro.as.utexas.edu Systems Administrator (512) 471-3334 McDonald Observatory ************************************************************ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 6558 bytes Desc: S/MIME Cryptographic Signature URL: From betovaz at gmail.com Fri Jun 24 11:15:51 2011 From: betovaz at gmail.com (Alberto Vazquez) Date: Fri, 24 Jun 2011 08:15:51 -0700 Subject: [rt-users] RT is no longer sending Auto Replies On-Create Message-ID: Good Morning Guys, RT is no longer sending auto replies on-create. Here is what we have changed on the RT side: 1. I have disabled some queues which were are using anymore. 2. The old queues which are not been used, in Exchange we have removed the email addresses which were been used in RT. 3. There is only one active queue left in RT, so far the tickets gets created but responses (emails) are been sent from RT. My suspicion is that I need to updated some kind of config file, which is using some old information from the queues which are not been used any longer. I have updated the following files: *RT_SiteConfig.pm and fetchmail.* What am I missing :( Your ideas will be greatly appreciated. Sincerely, -- Walk in faith! Alberto Vazquez-Dzul Email: betovaz at gmail.com Mobile: (805) 444-0835 GVoice: (805) 768-4798 -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Fri Jun 24 11:29:38 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 24 Jun 2011 11:29:38 -0400 Subject: [rt-users] migrating from MySQL to Postgres? In-Reply-To: <4E04A965.5040001@astro.as.utexas.edu> References: <4E04A965.5040001@astro.as.utexas.edu> Message-ID: <4E04AD62.3010002@bestpractical.com> On 06/24/2011 11:12 AM, Dario Landazuri wrote: > I'm beginning to investigate migrating our RT backing database from > MySQL to Postgres to more easily take advantage of full text search, > which a couple of my coworkers really want. > > There apparently used to be a page on the wiki for doing this which has > since been deleted for being out-of-date. My google-fu looks to be a > little weak this morning and hasn't turned up much - I have not tried to > search the list archives directly yet. I was wondering if anyone has > done this and has notes or advice to offer. RT stores Attachment data differently on MySQL and Pg. MySQL has binary-safe blobs and Pg doesn't, so we use base64 and quoted-printable encodings (depending on content) on Pg. You'll likely need to do this conversion yourself and update the relevant metadata columns. This is the most prominent pain point, but there may be others like it too. If you do this successfully, it'd be awesome if you wrote down your steps, problem areas, etc and put it up on the wiki. I suspect many folks are going to start migrating to Pg due to the easier FTS setup. Thomas From yan at seiner.com Fri Jun 24 13:01:55 2011 From: yan at seiner.com (Yan Seiner) Date: Fri, 24 Jun 2011 10:01:55 -0700 (PDT) Subject: [rt-users] RT:Action:AutoOpen fails Message-ID: <32f266cc0d5c01f1e38ce4fd1881f7ad.squirrel@mail.seiner.com> I've managed to stump myself really well. I am trying to modify the RT:Action:AutoOpen. My modifed version fails. So I tried running just the plain version that came with my 3.8.10 system. This is running on a linux box: subutil at thermal ~/rt3 $ uname -a Linux thermal 2.6.32.27-grsec-gt-r2 #1 SMP Wed Feb 16 13:26:21 PST 2011 x86_64 AMD Opteron(tm) Processor 246 HE AuthenticAMD GNU/Linux subutil at thermal ~/rt3 $ However RT:Action:AutoOpen fails with: /var/home/subutil/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg "((Status='new' OR Status='open' ) AND LastUpdated < '30 days ago')" --action RT:Action:AutoOpen .... Failed to load module RT:Action:AutoOpen. (Can't locate Win32/Locale.pm ....) Why would a *nix based system be looking for Win32 Locale files? -- 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 Fri Jun 24 13:12:23 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 24 Jun 2011 13:12:23 -0400 Subject: [rt-users] RT:Action:AutoOpen fails In-Reply-To: <32f266cc0d5c01f1e38ce4fd1881f7ad.squirrel@mail.seiner.com> References: <32f266cc0d5c01f1e38ce4fd1881f7ad.squirrel@mail.seiner.com> Message-ID: <4E04C577.7010000@bestpractical.com> On 06/24/2011 01:01 PM, Yan Seiner wrote: > However RT:Action:AutoOpen fails with: > > /var/home/subutil/rt3/bin/rt-crontool --search RT::Search::FromSQL > --search-arg "((Status='new' OR Status='open' ) AND LastUpdated < '30 days > ago')" --action RT:Action:AutoOpen > .... > Failed to load module RT:Action:AutoOpen. (Can't locate Win32/Locale.pm ....) I don't know where Win32::Locale is coming from (I could make guesses), but the module is RT::Action::AutoOpen. Note the double colon separators, not single colon. Thomas From diaulas.castro at intersolution.inf.br Fri Jun 24 14:15:45 2011 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Fri, 24 Jun 2011 15:15:45 -0300 Subject: [rt-users] RT is no longer sending Auto Replies On-Create In-Reply-To: References: Message-ID: Hello, 1.Look for another RT_SiteConfig.pm inside /etc/request-tracker/RT_SiteConfig.d/ for more config files 2.Look at Queue config inside RT web interface there is one field for "Reply Address". Att. Diaulas Castro Consultor Linux / Microsoft InterSolution Inform?tica Tel.: (55 11) 3443-1472 www.intersolution.inf.br Oracle Certified Partner 2011/6/24 Alberto Vazquez > Good Morning Guys, > > RT is no longer sending auto replies on-create. Here is what we have > changed on the RT side: > > 1. I have disabled some queues which were are using anymore. > 2. The old queues which are not been used, in Exchange we have removed > the email addresses which were been used in RT. > 3. There is only one active queue left in RT, so far the tickets gets > created but responses (emails) are been sent from RT. > > My suspicion is that I need to updated some kind of config file, which is > using some old information from the queues which are not been used any > longer. I have updated the following files: *RT_SiteConfig.pm and > fetchmail.* > > What am I missing :( > > Your ideas will be greatly appreciated. > > Sincerely, > > -- > Walk in faith! > Alberto Vazquez-Dzul > Email: betovaz at gmail.com > Mobile: (805) 444-0835 > GVoice: (805) 768-4798 > > > > -------- > 2011 Training: http://bestpractical.com/services/training.html > -------------- next part -------------- An HTML attachment was scrubbed... URL: From dario at astro.as.utexas.edu Fri Jun 24 16:34:08 2011 From: dario at astro.as.utexas.edu (Dario Landazuri) Date: Fri, 24 Jun 2011 15:34:08 -0500 Subject: [rt-users] migrating from MySQL to Postgres? In-Reply-To: References: Message-ID: <4E04F4C0.1060105@astro.as.utexas.edu> > RT stores Attachment data differently on MySQL and Pg. MySQL has > binary-safe blobs and Pg doesn't, so we use base64 and quoted- > printable encodings (depending on content) on Pg. You'll likely need > to do this conversion yourself and update the relevant metadata > columns. > > This is the most prominent pain point, but there may be others like > it too. > > If you do this successfully, it'd be awesome if you wrote down your > steps, problem areas, etc and put it up on the wiki. I suspect many > folks are going to start migrating to Pg due to the easier FTS setup. Just fyi, I've been playing around with the Migration Wizard EnterpriseDB has written. I'm not done yet, there's still two small problems, but here's what I've found so far: 1) The Wizard fails to migrate tables ScripActions and ScripConditions with the following error: Error Creating Table ScripConditions:ERROR: type "varbinary" does not exist 2) I had one ticket (not sure how) with a Due of 0000-00-00 00:00:00, which made the Wizard fail to migrate the Tickets table. When I manually put a date in the Due field, it migrated fine. 3) I hit a java heap out of memory error trying to migrate the Transactions table. I manually set the max heap size to 512M in the script that called the Migration Wizard and it went through. I'm not 100% sure how to fix the problem in point 1 - any advice would be helpful. Additionally, since I'm on the digest instead of full rt-users list, please cc me if you reply to this. Thanks, Dario -- ************************************************************ Dario Landazuri dario at astro.as.utexas.edu Systems Administrator (512) 471-3334 McDonald Observatory ************************************************************ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 6558 bytes Desc: S/MIME Cryptographic Signature URL: From adaugherity at tamu.edu Fri Jun 24 16:39:06 2011 From: adaugherity at tamu.edu (Daugherity, Andrew W) Date: Fri, 24 Jun 2011 20:39:06 +0000 Subject: [rt-users] charts broken when searching on 'Updated' Message-ID: <900CDBAE-2EB8-407A-BFB4-C73040696327@tamu.edu> Hi, With RT 4 I am unable to build charts from searches that use the Updated field. For example: Queue = 'support' AND Updated > '2 weeks ago' This search finds 89 tickets. However, the "Chart" link on the results page brings up a blank chart and the message "No tickets found." Clicking "Show Results" on this page does find 89 tickets again, so the search itself seems to work properly. Charts work fine for other searches; in fact if I modify the query to use Created instead of Updated, everything is fine. This is with RT 4.0.1. I don't remember if 4.0.0 also had this problem or not, but 4.0.1rc1 definitely did. I think this worked properly with 3.8, but I don't have a 3.8 instance around any more to verify that. Also, nothing gets logged indicating any problem. Even with LogToFile debug, the only thing logged is: [Fri Jun 24 20:16:56 2011] [debug]: RT::Date used Time::ParseDate to make '2 weeks ago' 1307737016 (/opt/rt4/sbin/../lib/RT/Date.pm:222) Any ideas? Thanks, Andrew Daugherity Systems Analyst Division of Research, Texas A&M University From trs at bestpractical.com Fri Jun 24 17:17:39 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 24 Jun 2011 17:17:39 -0400 Subject: [rt-users] migrating from MySQL to Postgres? In-Reply-To: <4E04F4C0.1060105@astro.as.utexas.edu> References: <4E04F4C0.1060105@astro.as.utexas.edu> Message-ID: <4E04FEF3.5070104@bestpractical.com> On 06/24/2011 04:34 PM, Dario Landazuri wrote: > Just fyi, I've been playing around with the Migration Wizard > EnterpriseDB has written. I'm not done yet, there's still two small > problems, but here's what I've found so far: > > 1) The Wizard fails to migrate tables ScripActions and ScripConditions > with the following error: > > Error Creating Table ScripConditions:ERROR: type "varbinary" does not exist If you look at etc/schema.Pg, the two columns that are varbinary in etc/schema.mysql are varchar(255). You probably want to check the Pg schema the migration wizard created against the one RT expects and fix, or at least take note of, any differences. Thomas From betovaz at gmail.com Fri Jun 24 17:42:06 2011 From: betovaz at gmail.com (Alberto Vazquez) Date: Fri, 24 Jun 2011 14:42:06 -0700 Subject: [rt-users] RT is no longer sending Auto Replies On-Create In-Reply-To: References: Message-ID: Forgot the attachement. Thanks, Alberto On Fri, Jun 24, 2011 at 2:15 PM, Alberto Vazquez wrote: > Thanks for your reply. Please see below and the attachement. Any other > ideas? > > Thanks again. > > Alberto > > On Fri, Jun 24, 2011 at 11:15 AM, Diaulas Castro < > diaulas.castro at intersolution.inf.br> wrote: > >> >> Hello, >> 1.Look for another RT_SiteConfig.pm >> inside /etc/request-tracker/RT_SiteConfig.d/ for more config files >> > Unable to locate this folder. This is what I found and modified to > reflect the correct email address. > > > /home/linuxadmin/.cpan/build/RT-Authen-ExternalAuth-0.08-VLp3xw/etc/RT_SiteConfig.pm > > /home/linuxadmin/.cpan/build/RT-Authen-ExternalAuth-0.08-l9de9R/etc/RT_SiteConfig.pm > /home/linuxadmin/RT-Authen-ExternalAuth-0.08/etc/RT_SiteConfig.pm > /home/linuxadmin/rt-3.8.8/etc/RT_SiteConfig.pm > /root/.kde/share/apps/RecentDocuments/RT_SiteConfig.pm.desktop > /root/.kde/share/apps/RecentDocuments/RT_SiteConfig.pm~.desktop > /use/local/rt/etc/RT_SiteConfig.pm > /use/local/rt/etc/RT_SiteConfig.pm~ > /usr/local/rt/etc/RT_SiteConfig.pm > /usr/local/rt/etc/RT_SiteConfig.pm_bak03232011 > /usr/local/rt/etc/RT_SiteConfig.pm_bak062311 > /usr/local/rt/etc/RT_SiteConfig.pm~ > /usr/local/rt/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.p > > 2.Look at Queue config inside RT web interface there is one field for > "Reply Address". > >> See attachment. >> >> >> >>> Att. >>> >> >> Diaulas Castro >> Consultor Linux / Microsoft >> InterSolution Inform?tica >> Tel.: (55 11) 3443-1472 >> www.intersolution.inf.br >> Oracle Certified Partner >> >> >> 2011/6/24 Alberto Vazquez >> >>> Good Morning Guys, >>> >>> RT is no longer sending auto replies on-create. Here is what we have >>> changed on the RT side: >>> >>> 1. I have disabled some queues which were are using anymore. >>> 2. The old queues which are not been used, in Exchange we have removed >>> the email addresses which were been used in RT. >>> 3. There is only one active queue left in RT, so far the tickets gets >>> created but responses (emails) are been sent from RT. >>> >>> My suspicion is that I need to updated some kind of config file, which is >>> using some old information from the queues which are not been used any >>> longer. I have updated the following files: *RT_SiteConfig.pm and >>> fetchmail.* >>> >>> What am I missing :( >>> >>> Your ideas will be greatly appreciated. >>> >>> Sincerely, >>> >>> -- >>> Walk in faith! >>> Alberto Vazquez-Dzul >>> Email: betovaz at gmail.com >>> Mobile: (805) 444-0835 >>> GVoice: (805) 768-4798 >>> >>> >>> >>> -------- >>> 2011 Training: http://bestpractical.com/services/training.html >>> >> >> > > > -- > Walk in faith! > Alberto Vazquez-Dzul > Email: betovaz at gmail.com > Mobile: (805) 444-0835 > GVoice: (805) 768-4798 > > -- Walk in faith! Alberto Vazquez-Dzul Email: betovaz at gmail.com Mobile: (805) 444-0835 GVoice: (805) 768-4798 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: RGA_Q.jpg Type: image/jpeg Size: 46209 bytes Desc: not available URL: From ruz at bestpractical.com Fri Jun 24 18:34:36 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 25 Jun 2011 02:34:36 +0400 Subject: [rt-users] charts broken when searching on 'Updated' In-Reply-To: <900CDBAE-2EB8-407A-BFB4-C73040696327@tamu.edu> References: <900CDBAE-2EB8-407A-BFB4-C73040696327@tamu.edu> Message-ID: Hi, You can file a bug report. However, LastUpdated in the query will solve it for you and would actually be faster than Updated. On Sat, Jun 25, 2011 at 12:39 AM, Daugherity, Andrew W wrote: > Hi, > > With RT 4 I am unable to build charts from searches that use the Updated field. ?For example: > ?Queue = 'support' AND Updated > '2 weeks ago' > > This search finds 89 tickets. ?However, the "Chart" link on the results page brings up a blank chart and the message "No tickets found." ?Clicking "Show Results" on this page does find 89 tickets again, so the search itself seems to work properly. > > Charts work fine for other searches; in fact if I modify the query to use Created instead of Updated, everything is fine. > > This is with RT 4.0.1. ?I don't remember if 4.0.0 also had this problem or not, but 4.0.1rc1 definitely did. ?I think this worked properly with 3.8, but I don't have a 3.8 instance around any more to verify that. > > Also, nothing gets logged indicating any problem. ?Even with LogToFile debug, the only thing logged is: > [Fri Jun 24 20:16:56 2011] [debug]: RT::Date used Time::ParseDate to make '2 weeks ago' 1307737016 (/opt/rt4/sbin/../lib/RT/Date.pm:222) > > Any ideas? > > > Thanks, > > Andrew Daugherity > Systems Analyst > Division of Research, Texas A&M University > > > -------- > 2011 Training: http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From ruz at bestpractical.com Fri Jun 24 18:44:02 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 25 Jun 2011 02:44:02 +0400 Subject: [rt-users] migrating from MySQL to Postgres? In-Reply-To: <4E04A965.5040001@astro.as.utexas.edu> References: <4E04A965.5040001@astro.as.utexas.edu> Message-ID: Hi, Here is the page from the archive: http://wiki-archive.bestpractical.com/view/MySQLToPg Strange that we skipped it during wikia migration. On Fri, Jun 24, 2011 at 7:12 PM, Dario Landazuri wrote: > Greetings, > > I'm beginning to investigate migrating our RT backing database from MySQL to > Postgres to more easily take advantage of full text search, which a couple > of my coworkers really want. > > There apparently used to be a page on the wiki for doing this which has > since been deleted for being out-of-date. ?My google-fu looks to be a little > weak this morning and hasn't turned up much - I have not tried to search the > list archives directly yet. ?I was wondering if anyone has done this and has > notes or advice to offer. > > I'm looking at installing pg 8.4 packaged by Red Hat (the system is running > RHEL5) and looking at using one of the tools (probably the one from > PostgreSQL themselves) here: > http://wiki.postgresql.org/wiki/Converting_from_other_Databases_to_PostgreSQL#MySQL > > Advice? > > Cheers, > Dario > > -- > ************************************************************ > Dario Landazuri ? ? ? ? ? ? ? ? ? ?dario at astro.as.utexas.edu > Systems Administrator ? ? ? ? ? ? ? ? ? ? ? ? (512) 471-3334 > McDonald Observatory > ************************************************************ > > > > -------- > 2011 Training: http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From ruz at bestpractical.com Fri Jun 24 18:54:10 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 25 Jun 2011 02:54:10 +0400 Subject: [rt-users] Couldn't create object In-Reply-To: <4DFCDD80.3020702@chgk.info> References: <4DFC9F2E.5040609@chgk.info> <4DFCDD80.3020702@chgk.info> Message-ID: Hi, Sorry for delay, however, I really have no more ideas except permissions. On Sat, Jun 18, 2011 at 9:16 PM, Vitaly Tskhovrebov wrote: > On 6/18/2011 7:03 PM, Ruslan Zakirov wrote: >> >> Do `ls -la`. Probably dir itself is not writable. > > [root at nixtool Queues]# ls -la > total 108 > drwxr-xr-x ?2 apache apache ?4096 Jun 14 07:33 . > drwxr-xr-x 10 apache apache ?4096 Jun 13 11:49 .. > -rw-r--r-- ?1 apache apache ?3965 Jun 13 11:52 CustomFields.html.obj > -rw-r--r-- ?1 apache apache ?4733 Jun 13 03:04 GroupRights.html.obj > -rw-r--r-- ?1 apache apache ?9570 Jun 13 03:04 index.html.obj > -rw-r--r-- ?1 apache apache 23046 Jun 13 03:04 Modify.html.obj > -rw-r--r-- ?1 apache apache 14226 Jun 14 07:33 People.html.obj > -rw-r--r-- ?1 apache apache ?3637 Jun 13 11:52 Templates.html.obj > > -- > Regards, Vitaly Tskhovrebov > Senior System Administrator > U.S. +1 (206) 905-9939 > Russia +7 911 094-2035 > > -------- > 2011 Training: http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From ruz at bestpractical.com Fri Jun 24 19:12:21 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 25 Jun 2011 03:12:21 +0400 Subject: [rt-users] RT4 rt-server fcgi In-Reply-To: <4DFF7DB8.4050504@chgk.info> References: <4DFC4097.30803@chgk.info> <20110620141649.GO912@jibsheet.com> <4DFF7DB8.4050504@chgk.info> Message-ID: On Mon, Jun 20, 2011 at 9:04 PM, Vitaly Tskhovrebov wrote: > On 6/20/2011 6:16 PM, Kevin Falcone wrote: >> >> external fcgi server? ?We don't include one. > > Thanks, Kevin. Why not? :-) > > I do understand it's maintainers' job to do so for OS they are responsible, > but I'd like to have some reference script at last. Write a reference script and after review we may include it into core distribution. > -- > Regards, Vitaly Tskhovrebov > Senior System Administrator > U.S. +1 (206) 905-9939 > Russia +7 911 094-2035 > > -------- > 2011 Training: http://bestpractical.com/services/training.html -- Best regards, Ruslan. From rt at edwardfrye.com Fri Jun 24 20:55:30 2011 From: rt at edwardfrye.com (Edward Frye) Date: Fri, 24 Jun 2011 17:55:30 -0700 Subject: [rt-users] CustomField clearing via REST request CF.{FieldName}: Message-ID: I am writing some scripts to update tickets and Custom Fields with data, but I would like to clear those fields prior to updating them if I issue a POST command with something like * * content=id: ticket/4327 CF.{AffectedUser}: NewUserID CF.{AffectedManager}: NewManagerID It works great, however, if I already have information in the CF.{AffectedUser} field of that ticket, say for example, I had the user and manager in the same field, it won't remove the manager. I have attempted to search for this in the email archives and came up blank or unanswered questions so far. I have over 2000 tickets where I need to separate User from Manager and they are currently both in the same CF Thanks, -------------- next part -------------- An HTML attachment was scrubbed... URL: From raubvogel at gmail.com Sun Jun 26 02:05:47 2011 From: raubvogel at gmail.com (Mauricio Tavares) Date: Sun, 26 Jun 2011 02:05:47 -0400 Subject: [rt-users] Including email/correspond attachments in a template Message-ID: <4E06CC3B.3090802@gmail.com> Based on what I have seen on the list, I have the following template to include the contents (correspond, email body) of the last ticket being sent: RT-Attach-Message: yes { ### Get last Correspond my $Transactions = $Ticket->Transactions; $Transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' ); $Transactions->OrderByCols ( { FIELD => 'Created', ORDER => 'DESC' }, { FIELD => 'id', ORDER => 'DESC' }, ); my $CorrespondObj = $Transactions->First; if ($CorrespondObj && $CorrespondObj->Id) { $c_content = $CorrespondObj->Content; chomp $c_content; } $c_content } Now that takes care of the text part of the ticket, but what to do when a given ticket has an attachment -- say, a picture -- and I would like to keep it? From karmi.simonov at panayainc.com Sun Jun 26 06:21:55 2011 From: karmi.simonov at panayainc.com (Karmi Simonov) Date: Sun, 26 Jun 2011 10:21:55 +0000 Subject: [rt-users] creating ticket asks for credentials again In-Reply-To: References: <20110623114107.GK912@jibsheet.com> Message-ID: Guys, Any ideas? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Karmi Simonov Sent: Thursday, June 23, 2011 16:01 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] creating ticket asks for credentials again Before clicking "Create ticket": http://ticket/rt3/SelfService/Create.html?Queue=6 After clicking: http://ticket/rt3/SelfService/Create.html (Shows the login screen) After entering credentials: http://ticket/rt3/SelfService/Display.html?id=2044&results=5e5773c07c7d181a9e120749c71731b0 -----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, June 23, 2011 14:41 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] creating ticket asks for credentials again On Thu, Jun 23, 2011 at 08:05:48AM +0000, Karmi Simonov wrote: > I've created a new queue and a new group. The new group was given permissions to open and see > tickets in the new queue. > > All the users in this group are not privileged. > > Whenever I login with one of the users to create a ticket, it throws me back to the login page > and only after I re-enter my credentials, the ticket is created. What are the URLs before and after the create? > I'm using RT3.8.2. Hopefully you're patched up for security. -kevin -------- 2011 Training: http://bestpractical.com/services/training.html From athompso at athompso.net Sun Jun 26 12:07:19 2011 From: athompso at athompso.net (Adam Thompson) Date: Sun, 26 Jun 2011 11:07:19 -0500 Subject: [rt-users] view original html attachment? Message-ID: <004a01cc341b$2045fa00$60d1ee00$@athompso.net> Is there a way to view a text/html part in its original format? When I click on ?download attachment?, I get the HTML delivered to me as text/plain, which? err? impedes readability a little bit. The situation is that I forwarded an HTML-formatted email into RT to create a ticket, but the HTML sanitizer in RT renders the content unreadable (table formatting breaks down completely), so want to view the HTML part in its original glory. Can I do this without downloading the HTML part to local disk and opening it in a browser? -Adam Thompson athompso at athompso.net (204) 291-7950 - direct (204) 489-6515 - fax -------------- next part -------------- An HTML attachment was scrubbed... URL: From athompso at athompso.net Sun Jun 26 12:20:17 2011 From: athompso at athompso.net (Adam Thompson) Date: Sun, 26 Jun 2011 11:20:17 -0500 Subject: [rt-users] easiest way to not generate emails on a per-ticket basis? Message-ID: <005701cc341c$f02b9b20$d082d160$@athompso.net> In one application, I have a helpdesk that will be entering tickets on behalf of users who call in; those users will not have direct access to RT. I would like the helpdesk to enter the tickets with the user?s actual email address as the Requestor, both for ease of tracking (otherwise ?support@? is going to own a LOT of tickets) and to ease the transition later when we do give the end-users direct access. However, in the meantime, I want to be able to easily control whether an email gets sent out or not. I don?t want to disable emails globally, since we already use RT?s email capabilities for internal clients. I can handle setting up special ?outside? queues that don?t send email, if that?s the easiest way. What I think would be ideal would be a checkbox on the Create Ticket screen called ?disable email for this ticket? with a default that I can set per queue, but obviously that feature doesn?t exist right now. In its absence, I?m looking for suggestions on how best to do this. Thanks, -Adam Thompson DMTS (Contractor) athompso at dmts.biz (204) 291-7950 - direct (204) 489-6515 - fax -------------- next part -------------- An HTML attachment was scrubbed... URL: From depesz at depesz.com Sun Jun 26 12:53:51 2011 From: depesz at depesz.com (hubert depesz lubaczewski) Date: Sun, 26 Jun 2011 18:53:51 +0200 Subject: [rt-users] Problem with upgrade from 3.8.9 to 4.0.1 Message-ID: <20110626165351.GA26929@depesz.com> Hi, downloaded fresh 4.0.1 did: ./configure --enable-graphviz --enable-gd --with-db-type=Pg --with-web-user=www-data --with-web-group=www-data --with-rt-group=www-data make testdeps make fixdeps make testdeps make upgrade so far everything worked. I had my previous pg in /opt/rt3, but for upgrade purposes I did cp -av /opt/rt3 /opt/rt4 database was the same (had backup luckily). Then I entered database upgrade, and got: =# /opt/rt4/sbin/rt-setup-database --prompt-for-dba-password --action upgrade Subroutine IsGroup redefined at /opt/rt4/sbin/../lib/RT/Principal_Overlay.pm line 76. Subroutine IsUser redefined at /opt/rt4/sbin/../lib/RT/Principal_Overlay.pm line 96. Subroutine Object redefined at /opt/rt4/sbin/../lib/RT/Principal_Overlay.pm line 116. Subroutine GrantRight redefined at /opt/rt4/sbin/../lib/RT/Principal_Overlay.pm line 153. Subroutine RevokeRight redefined at /opt/rt4/sbin/../lib/RT/Principal_Overlay.pm line 190. Subroutine HasRight redefined at /opt/rt4/sbin/../lib/RT/Principal_Overlay.pm line 282. Subroutine _HasRight redefined at /opt/rt4/sbin/../lib/RT/Principal_Overlay.pm line 372. Subroutine _HasGroupRight redefined at /opt/rt4/sbin/../lib/RT/Principal_Overlay.pm line 390. Subroutine _HasRoleRight redefined at /opt/rt4/sbin/../lib/RT/Principal_Overlay.pm line 444. Subroutine RolesWithRight redefined at /opt/rt4/sbin/../lib/RT/Principal_Overlay.pm line 516. Subroutine InvalidateACLCache redefined at /opt/rt4/sbin/../lib/RT/Principal_Overlay.pm line 581. Subroutine _GetPrincipalTypeForACL redefined at /opt/rt4/sbin/../lib/RT/Principal_Overlay.pm line 602. Subroutine _ReferenceId redefined at /opt/rt4/sbin/../lib/RT/Principal_Overlay.pm line 628. Subroutine _InitSQL redefined at /opt/rt4/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 64. Subroutine _SQLLimit redefined at /opt/rt4/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 77. Subroutine _SQLJoin redefined at /opt/rt4/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 96. Subroutine _OpenParen redefined at /opt/rt4/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 106. Subroutine _CloseParen redefined at /opt/rt4/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 109. Subroutine _close_bundle redefined at /opt/rt4/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 140. Subroutine _parser redefined at /opt/rt4/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 171. Subroutine ClausesToSQL redefined at /opt/rt4/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 247. Subroutine FromSQL redefined at /opt/rt4/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 282. Subroutine Query redefined at /opt/rt4/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 348. Subroutine ClassifySQLOperation redefined at /opt/rt4/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 365. In order to create or update your RT database, this script needs to connect to your Pg instance on localhost as postgres Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: Pg Host: localhost Name: rt User: rt DBA: postgres Enter RT version you're upgrading from: 3.8.9 Going to apply following upgrades: * 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 3.9.1 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. [Sun Jun 26 16:45:17 2011] [error]: We found RTFM tables in your database. Checking for content. (./etc/upgrade/3.9.8/content:17) [Sun Jun 26 16:45:17 2011] [error]: You appear to have RTFM Articles. You can upgrade using the etc/upgrade/upgrade-articles script. Read more about it in UPGRADING (./etc/upgrade/3.9.8/content:22) 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 database ACLs. Now inserting data. [Sun Jun 26 16:45:31 2011] [warning]: DBD::Pg::st execute failed: ERROR: column "delegatedby" does not exist LINE 1: SELECT delegatedby FROM ACL WHERE id = $1 ^ at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) [Sun Jun 26 16:45:31 2011] [warning]: RT::Handle=HASH(0x30ad6e0) couldn't execute the query 'SELECT delegatedby FROM ACL WHERE id = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x30ad6e0)', 'SELECT delegatedby FROM ACL WHERE id = ?', 712) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 714 DBIx::SearchBuilder::Record::__Value('RT::ACE=HASH(0x4c02280)', 'DelegatedBy') called at /opt/rt4/sbin/../lib/RT/Record.pm line 627 RT::Record::__Value('RT::ACE=HASH(0x4c02280)', 'DelegatedBy') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 440 RT::ACE::Delete('RT::ACE=HASH(0x4c02280)') called at ./etc/upgrade/4.0.1/content line 56 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(0x30ad6e0)', './etc/upgrade/4.0.1/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/4.0.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'postgres') called at /opt/rt4/sbin/rt-setup-database line 197 (/usr/share/perl/5.12/Carp.pm:65) [Sun Jun 26 16:45:31 2011] [warning]: DBD::Pg::st execute failed: ERROR: column main.delegatedfrom does not exist LINE 1: SELECT main.* FROM ACL main WHERE (main.DelegatedFrom = '71... ^ at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) [Sun Jun 26 16:45:31 2011] [warning]: RT::Handle=HASH(0x30ad6e0) couldn't execute the query 'SELECT main.* FROM ACL main WHERE (main.DelegatedFrom = '712') ' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x30ad6e0)', 'SELECT main.* FROM ACL main WHERE (main.DelegatedFrom = \'71...') called at /usr/share/perl5/DBIx/SearchBuilder.pm line 235 DBIx::SearchBuilder::_DoSearch('RT::ACL=HASH(0x4ed86d8)') called at /opt/rt4/sbin/../lib/RT/SearchBuilder.pm line 320 RT::SearchBuilder::_DoSearch('RT::ACL=HASH(0x4ed86d8)') called at /opt/rt4/sbin/../lib/RT/ACL_Overlay.pm line 316 RT::ACL::_DoSearch('RT::ACL=HASH(0x4ed86d8)') called at /usr/share/perl5/DBIx/SearchBuilder.pm line 503 DBIx::SearchBuilder::Next('RT::ACL=HASH(0x4ed86d8)') called at /opt/rt4/sbin/../lib/RT/ACL_Overlay.pm line 283 RT::ACL::Next('RT::ACL=HASH(0x4ed86d8)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 467 RT::ACE::_Delete('RT::ACE=HASH(0x4c02280)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 447 RT::ACE::Delete('RT::ACE=HASH(0x4c02280)') called at ./etc/upgrade/4.0.1/content line 56 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(0x30ad6e0)', './etc/upgrade/4.0.1/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/4.0.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'postgres') called at /opt/rt4/sbin/rt-setup-database line 197 (/usr/share/perl/5.12/Carp.pm:65) [Sun Jun 26 16:45:31 2011] [crit]: _DoSearch is not so successful as it still needs redo search, won't call _BuildHash (/opt/rt4/sbin/../lib/RT/ACL_Overlay.pm:319) [Sun Jun 26 16:45:31 2011] [warning]: DBD::Pg::st execute failed: ERROR: current transaction is aborted, commands ignored until end of transaction block at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) [Sun Jun 26 16:45:31 2011] [warning]: RT::Handle=HASH(0x30ad6e0) couldn't execute the query 'DELETE FROM ACL WHERE id=? ' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x30ad6e0)', 'DELETE FROM ACL WHERE id=? ', 712) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1325 DBIx::SearchBuilder::Record::__Delete('RT::ACE=HASH(0x4c02280)') called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 153 DBIx::SearchBuilder::Record::Cachable::__Delete('RT::ACE=HASH(0x4c02280)') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1305 DBIx::SearchBuilder::Record::Delete('RT::ACE=HASH(0x4c02280)') called at /opt/rt4/sbin/../lib/RT/Record.pm line 121 RT::Record::Delete('RT::ACE=HASH(0x4c02280)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 478 RT::ACE::_Delete('RT::ACE=HASH(0x4c02280)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 447 RT::ACE::Delete('RT::ACE=HASH(0x4c02280)') called at ./etc/upgrade/4.0.1/content line 56 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(0x30ad6e0)', './etc/upgrade/4.0.1/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/4.0.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'postgres') called at /opt/rt4/sbin/rt-setup-database line 197 (/usr/share/perl/5.12/Carp.pm:65) [Sun Jun 26 16:45:31 2011] [warning]: Use of uninitialized value in subroutine entry at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1327. (/usr/share/perl5/DBIx/SearchBuilder/Record.pm:1327) [Sun Jun 26 16:45:31 2011] [warning]: DBD::Pg::st execute failed: ERROR: current transaction is aborted, commands ignored until end of transaction block at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) [Sun Jun 26 16:45:31 2011] [warning]: RT::Handle=HASH(0x30ad6e0) couldn't execute the query 'SELECT * FROM Principals WHERE id = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x30ad6e0)', 'SELECT * FROM Principals WHERE id = ?', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Principal=HASH(0x3084c68)', 'SELECT * FROM Principals WHERE id = ?', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::Principal=HASH(0x3084c68)', 'id', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Principal=HASH(0x3084c68)', 'id', 3097) called at /opt/rt4/sbin/../lib/RT/Record.pm line 381 RT::Record::LoadByCols('RT::Principal=HASH(0x3084c68)', 'id', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1140 DBIx::SearchBuilder::Record::LoadById('RT::Principal=HASH(0x3084c68)', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1056 DBIx::SearchBuilder::Record::Load('RT::Principal=HASH(0x3084c68)', 3097) called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 622 RT::ACE::PrincipalObj('RT::ACE=HASH(0x4c02280)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 650 RT::ACE::_Value('RT::ACE=HASH(0x4c02280)', 'RightName') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 545 RT::ACE::RightName('RT::ACE=HASH(0x4c02280)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 482 RT::ACE::_Delete('RT::ACE=HASH(0x4c02280)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 447 RT::ACE::Delete('RT::ACE=HASH(0x4c02280)') called at ./etc/upgrade/4.0.1/content line 56 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(0x30ad6e0)', './etc/upgrade/4.0.1/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/4.0.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'postgres') called at /opt/rt4/sbin/rt-setup-database line 197 (/usr/share/perl/5.12/Carp.pm:65) [Sun Jun 26 16:45:31 2011] [err]: ACE 712 couldn't load its principal object (/opt/rt4/sbin/../lib/RT/ACE_Overlay.pm:625) [Sun Jun 26 16:45:31 2011] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/opt/rt4/sbin/../lib/RT/ACE_Overlay.pm:553) [Sun Jun 26 16:45:31 2011] [warning]: DBD::Pg::st execute failed: ERROR: current transaction is aborted, commands ignored until end of transaction block at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) [Sun Jun 26 16:45:31 2011] [warning]: RT::Handle=HASH(0x30ad6e0) couldn't execute the query 'SELECT * FROM Principals WHERE id = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x30ad6e0)', 'SELECT * FROM Principals WHERE id = ?', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Principal=HASH(0x309d358)', 'SELECT * FROM Principals WHERE id = ?', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::Principal=HASH(0x309d358)', 'id', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Principal=HASH(0x309d358)', 'id', 3097) called at /opt/rt4/sbin/../lib/RT/Record.pm line 381 RT::Record::LoadByCols('RT::Principal=HASH(0x309d358)', 'id', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1140 DBIx::SearchBuilder::Record::LoadById('RT::Principal=HASH(0x309d358)', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1056 DBIx::SearchBuilder::Record::Load('RT::Principal=HASH(0x309d358)', 3097) called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 622 RT::ACE::PrincipalObj('RT::ACE=HASH(0x4c02280)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 650 RT::ACE::_Value('RT::ACE=HASH(0x4c02280)', 'RightName') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 545 RT::ACE::RightName('RT::ACE=HASH(0x4c02280)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 482 RT::ACE::_Delete('RT::ACE=HASH(0x4c02280)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 447 RT::ACE::Delete('RT::ACE=HASH(0x4c02280)') called at ./etc/upgrade/4.0.1/content line 56 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(0x30ad6e0)', './etc/upgrade/4.0.1/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/4.0.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'postgres') called at /opt/rt4/sbin/rt-setup-database line 197 (/usr/share/perl/5.12/Carp.pm:65) [Sun Jun 26 16:45:31 2011] [err]: ACE 712 couldn't load its principal object (/opt/rt4/sbin/../lib/RT/ACE_Overlay.pm:625) [Sun Jun 26 16:45:31 2011] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/opt/rt4/sbin/../lib/RT/ACE_Overlay.pm:553) [Sun Jun 26 16:45:31 2011] [warning]: DBD::Pg::st execute failed: ERROR: column "delegatedby" does not exist LINE 1: SELECT delegatedby FROM ACL WHERE id = $1 ^ at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) [Sun Jun 26 16:45:31 2011] [warning]: RT::Handle=HASH(0x30ad6e0) couldn't execute the query 'SELECT delegatedby FROM ACL WHERE id = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x30ad6e0)', 'SELECT delegatedby FROM ACL WHERE id = ?', 716) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 714 DBIx::SearchBuilder::Record::__Value('RT::ACE=HASH(0x3b59f00)', 'DelegatedBy') called at /opt/rt4/sbin/../lib/RT/Record.pm line 627 RT::Record::__Value('RT::ACE=HASH(0x3b59f00)', 'DelegatedBy') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 440 RT::ACE::Delete('RT::ACE=HASH(0x3b59f00)') called at ./etc/upgrade/4.0.1/content line 56 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(0x30ad6e0)', './etc/upgrade/4.0.1/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/4.0.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'postgres') called at /opt/rt4/sbin/rt-setup-database line 197 (/usr/share/perl/5.12/Carp.pm:65) [Sun Jun 26 16:45:31 2011] [warning]: DBD::Pg::st execute failed: ERROR: column main.delegatedfrom does not exist LINE 1: SELECT main.* FROM ACL main WHERE (main.DelegatedFrom = '71... ^ at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) [Sun Jun 26 16:45:31 2011] [warning]: RT::Handle=HASH(0x30ad6e0) couldn't execute the query 'SELECT main.* FROM ACL main WHERE (main.DelegatedFrom = '716') ' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x30ad6e0)', 'SELECT main.* FROM ACL main WHERE (main.DelegatedFrom = \'71...') called at /usr/share/perl5/DBIx/SearchBuilder.pm line 235 DBIx::SearchBuilder::_DoSearch('RT::ACL=HASH(0x4ea0078)') called at /opt/rt4/sbin/../lib/RT/SearchBuilder.pm line 320 RT::SearchBuilder::_DoSearch('RT::ACL=HASH(0x4ea0078)') called at /opt/rt4/sbin/../lib/RT/ACL_Overlay.pm line 316 RT::ACL::_DoSearch('RT::ACL=HASH(0x4ea0078)') called at /usr/share/perl5/DBIx/SearchBuilder.pm line 503 DBIx::SearchBuilder::Next('RT::ACL=HASH(0x4ea0078)') called at /opt/rt4/sbin/../lib/RT/ACL_Overlay.pm line 283 RT::ACL::Next('RT::ACL=HASH(0x4ea0078)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 467 RT::ACE::_Delete('RT::ACE=HASH(0x3b59f00)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 447 RT::ACE::Delete('RT::ACE=HASH(0x3b59f00)') called at ./etc/upgrade/4.0.1/content line 56 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(0x30ad6e0)', './etc/upgrade/4.0.1/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/4.0.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'postgres') called at /opt/rt4/sbin/rt-setup-database line 197 (/usr/share/perl/5.12/Carp.pm:65) [Sun Jun 26 16:45:31 2011] [crit]: _DoSearch is not so successful as it still needs redo search, won't call _BuildHash (/opt/rt4/sbin/../lib/RT/ACL_Overlay.pm:319) [Sun Jun 26 16:45:31 2011] [warning]: DBD::Pg::st execute failed: ERROR: current transaction is aborted, commands ignored until end of transaction block at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) [Sun Jun 26 16:45:31 2011] [warning]: RT::Handle=HASH(0x30ad6e0) couldn't execute the query 'DELETE FROM ACL WHERE id=? ' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x30ad6e0)', 'DELETE FROM ACL WHERE id=? ', 716) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1325 DBIx::SearchBuilder::Record::__Delete('RT::ACE=HASH(0x3b59f00)') called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 153 DBIx::SearchBuilder::Record::Cachable::__Delete('RT::ACE=HASH(0x3b59f00)') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1305 DBIx::SearchBuilder::Record::Delete('RT::ACE=HASH(0x3b59f00)') called at /opt/rt4/sbin/../lib/RT/Record.pm line 121 RT::Record::Delete('RT::ACE=HASH(0x3b59f00)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 478 RT::ACE::_Delete('RT::ACE=HASH(0x3b59f00)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 447 RT::ACE::Delete('RT::ACE=HASH(0x3b59f00)') called at ./etc/upgrade/4.0.1/content line 56 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(0x30ad6e0)', './etc/upgrade/4.0.1/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/4.0.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'postgres') called at /opt/rt4/sbin/rt-setup-database line 197 (/usr/share/perl/5.12/Carp.pm:65) [Sun Jun 26 16:45:31 2011] [warning]: Use of uninitialized value in subroutine entry at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1327. (/usr/share/perl5/DBIx/SearchBuilder/Record.pm:1327) [Sun Jun 26 16:45:31 2011] [warning]: DBD::Pg::st execute failed: ERROR: current transaction is aborted, commands ignored until end of transaction block at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) [Sun Jun 26 16:45:31 2011] [warning]: RT::Handle=HASH(0x30ad6e0) couldn't execute the query 'SELECT * FROM Principals WHERE id = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x30ad6e0)', 'SELECT * FROM Principals WHERE id = ?', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Principal=HASH(0x3b59c48)', 'SELECT * FROM Principals WHERE id = ?', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::Principal=HASH(0x3b59c48)', 'id', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Principal=HASH(0x3b59c48)', 'id', 3097) called at /opt/rt4/sbin/../lib/RT/Record.pm line 381 RT::Record::LoadByCols('RT::Principal=HASH(0x3b59c48)', 'id', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1140 DBIx::SearchBuilder::Record::LoadById('RT::Principal=HASH(0x3b59c48)', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1056 DBIx::SearchBuilder::Record::Load('RT::Principal=HASH(0x3b59c48)', 3097) called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 622 RT::ACE::PrincipalObj('RT::ACE=HASH(0x3b59f00)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 650 RT::ACE::_Value('RT::ACE=HASH(0x3b59f00)', 'RightName') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 545 RT::ACE::RightName('RT::ACE=HASH(0x3b59f00)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 482 RT::ACE::_Delete('RT::ACE=HASH(0x3b59f00)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 447 RT::ACE::Delete('RT::ACE=HASH(0x3b59f00)') called at ./etc/upgrade/4.0.1/content line 56 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(0x30ad6e0)', './etc/upgrade/4.0.1/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/4.0.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'postgres') called at /opt/rt4/sbin/rt-setup-database line 197 (/usr/share/perl/5.12/Carp.pm:65) [Sun Jun 26 16:45:31 2011] [err]: ACE 716 couldn't load its principal object (/opt/rt4/sbin/../lib/RT/ACE_Overlay.pm:625) [Sun Jun 26 16:45:31 2011] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/opt/rt4/sbin/../lib/RT/ACE_Overlay.pm:553) [Sun Jun 26 16:45:31 2011] [warning]: DBD::Pg::st execute failed: ERROR: current transaction is aborted, commands ignored until end of transaction block at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) [Sun Jun 26 16:45:31 2011] [warning]: RT::Handle=HASH(0x30ad6e0) couldn't execute the query 'SELECT * FROM Principals WHERE id = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x30ad6e0)', 'SELECT * FROM Principals WHERE id = ?', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Principal=HASH(0x309d4a8)', 'SELECT * FROM Principals WHERE id = ?', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::Principal=HASH(0x309d4a8)', 'id', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Principal=HASH(0x309d4a8)', 'id', 3097) called at /opt/rt4/sbin/../lib/RT/Record.pm line 381 RT::Record::LoadByCols('RT::Principal=HASH(0x309d4a8)', 'id', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1140 DBIx::SearchBuilder::Record::LoadById('RT::Principal=HASH(0x309d4a8)', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1056 DBIx::SearchBuilder::Record::Load('RT::Principal=HASH(0x309d4a8)', 3097) called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 622 RT::ACE::PrincipalObj('RT::ACE=HASH(0x3b59f00)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 650 RT::ACE::_Value('RT::ACE=HASH(0x3b59f00)', 'RightName') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 545 RT::ACE::RightName('RT::ACE=HASH(0x3b59f00)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 482 RT::ACE::_Delete('RT::ACE=HASH(0x3b59f00)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 447 RT::ACE::Delete('RT::ACE=HASH(0x3b59f00)') called at ./etc/upgrade/4.0.1/content line 56 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(0x30ad6e0)', './etc/upgrade/4.0.1/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/4.0.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'postgres') called at /opt/rt4/sbin/rt-setup-database line 197 (/usr/share/perl/5.12/Carp.pm:65) [Sun Jun 26 16:45:31 2011] [err]: ACE 716 couldn't load its principal object (/opt/rt4/sbin/../lib/RT/ACE_Overlay.pm:625) [Sun Jun 26 16:45:31 2011] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/opt/rt4/sbin/../lib/RT/ACE_Overlay.pm:553) [Sun Jun 26 16:45:31 2011] [warning]: DBD::Pg::st execute failed: ERROR: column "delegatedby" does not exist LINE 1: SELECT delegatedby FROM ACL WHERE id = $1 ^ at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) [Sun Jun 26 16:45:31 2011] [warning]: RT::Handle=HASH(0x30ad6e0) couldn't execute the query 'SELECT delegatedby FROM ACL WHERE id = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x30ad6e0)', 'SELECT delegatedby FROM ACL WHERE id = ?', 726) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 714 DBIx::SearchBuilder::Record::__Value('RT::ACE=HASH(0x3b4f960)', 'DelegatedBy') called at /opt/rt4/sbin/../lib/RT/Record.pm line 627 RT::Record::__Value('RT::ACE=HASH(0x3b4f960)', 'DelegatedBy') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 440 RT::ACE::Delete('RT::ACE=HASH(0x3b4f960)') called at ./etc/upgrade/4.0.1/content line 56 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(0x30ad6e0)', './etc/upgrade/4.0.1/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/4.0.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'postgres') called at /opt/rt4/sbin/rt-setup-database line 197 (/usr/share/perl/5.12/Carp.pm:65) [Sun Jun 26 16:45:31 2011] [warning]: DBD::Pg::st execute failed: ERROR: column main.delegatedfrom does not exist LINE 1: SELECT main.* FROM ACL main WHERE (main.DelegatedFrom = '72... ^ at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) [Sun Jun 26 16:45:31 2011] [warning]: RT::Handle=HASH(0x30ad6e0) couldn't execute the query 'SELECT main.* FROM ACL main WHERE (main.DelegatedFrom = '726') ' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x30ad6e0)', 'SELECT main.* FROM ACL main WHERE (main.DelegatedFrom = \'72...') called at /usr/share/perl5/DBIx/SearchBuilder.pm line 235 DBIx::SearchBuilder::_DoSearch('RT::ACL=HASH(0x30a9260)') called at /opt/rt4/sbin/../lib/RT/SearchBuilder.pm line 320 RT::SearchBuilder::_DoSearch('RT::ACL=HASH(0x30a9260)') called at /opt/rt4/sbin/../lib/RT/ACL_Overlay.pm line 316 RT::ACL::_DoSearch('RT::ACL=HASH(0x30a9260)') called at /usr/share/perl5/DBIx/SearchBuilder.pm line 503 DBIx::SearchBuilder::Next('RT::ACL=HASH(0x30a9260)') called at /opt/rt4/sbin/../lib/RT/ACL_Overlay.pm line 283 RT::ACL::Next('RT::ACL=HASH(0x30a9260)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 467 RT::ACE::_Delete('RT::ACE=HASH(0x3b4f960)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 447 RT::ACE::Delete('RT::ACE=HASH(0x3b4f960)') called at ./etc/upgrade/4.0.1/content line 56 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(0x30ad6e0)', './etc/upgrade/4.0.1/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/4.0.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'postgres') called at /opt/rt4/sbin/rt-setup-database line 197 (/usr/share/perl/5.12/Carp.pm:65) [Sun Jun 26 16:45:31 2011] [crit]: _DoSearch is not so successful as it still needs redo search, won't call _BuildHash (/opt/rt4/sbin/../lib/RT/ACL_Overlay.pm:319) [Sun Jun 26 16:45:31 2011] [warning]: DBD::Pg::st execute failed: ERROR: current transaction is aborted, commands ignored until end of transaction block at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) [Sun Jun 26 16:45:31 2011] [warning]: RT::Handle=HASH(0x30ad6e0) couldn't execute the query 'DELETE FROM ACL WHERE id=? ' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x30ad6e0)', 'DELETE FROM ACL WHERE id=? ', 726) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1325 DBIx::SearchBuilder::Record::__Delete('RT::ACE=HASH(0x3b4f960)') called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 153 DBIx::SearchBuilder::Record::Cachable::__Delete('RT::ACE=HASH(0x3b4f960)') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1305 DBIx::SearchBuilder::Record::Delete('RT::ACE=HASH(0x3b4f960)') called at /opt/rt4/sbin/../lib/RT/Record.pm line 121 RT::Record::Delete('RT::ACE=HASH(0x3b4f960)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 478 RT::ACE::_Delete('RT::ACE=HASH(0x3b4f960)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 447 RT::ACE::Delete('RT::ACE=HASH(0x3b4f960)') called at ./etc/upgrade/4.0.1/content line 56 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(0x30ad6e0)', './etc/upgrade/4.0.1/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/4.0.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'postgres') called at /opt/rt4/sbin/rt-setup-database line 197 (/usr/share/perl/5.12/Carp.pm:65) [Sun Jun 26 16:45:31 2011] [warning]: Use of uninitialized value in subroutine entry at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1327. (/usr/share/perl5/DBIx/SearchBuilder/Record.pm:1327) [Sun Jun 26 16:45:31 2011] [warning]: DBD::Pg::st execute failed: ERROR: current transaction is aborted, commands ignored until end of transaction block at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) [Sun Jun 26 16:45:31 2011] [warning]: RT::Handle=HASH(0x30ad6e0) couldn't execute the query 'SELECT * FROM Principals WHERE id = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x30ad6e0)', 'SELECT * FROM Principals WHERE id = ?', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Principal=HASH(0x309a8b0)', 'SELECT * FROM Principals WHERE id = ?', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::Principal=HASH(0x309a8b0)', 'id', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Principal=HASH(0x309a8b0)', 'id', 3097) called at /opt/rt4/sbin/../lib/RT/Record.pm line 381 RT::Record::LoadByCols('RT::Principal=HASH(0x309a8b0)', 'id', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1140 DBIx::SearchBuilder::Record::LoadById('RT::Principal=HASH(0x309a8b0)', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1056 DBIx::SearchBuilder::Record::Load('RT::Principal=HASH(0x309a8b0)', 3097) called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 622 RT::ACE::PrincipalObj('RT::ACE=HASH(0x3b4f960)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 650 RT::ACE::_Value('RT::ACE=HASH(0x3b4f960)', 'RightName') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 545 RT::ACE::RightName('RT::ACE=HASH(0x3b4f960)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 482 RT::ACE::_Delete('RT::ACE=HASH(0x3b4f960)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 447 RT::ACE::Delete('RT::ACE=HASH(0x3b4f960)') called at ./etc/upgrade/4.0.1/content line 56 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(0x30ad6e0)', './etc/upgrade/4.0.1/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/4.0.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'postgres') called at /opt/rt4/sbin/rt-setup-database line 197 (/usr/share/perl/5.12/Carp.pm:65) [Sun Jun 26 16:45:31 2011] [err]: ACE 726 couldn't load its principal object (/opt/rt4/sbin/../lib/RT/ACE_Overlay.pm:625) [Sun Jun 26 16:45:31 2011] [warning]: DBD::Pg::st execute failed: ERROR: current transaction is aborted, commands ignored until end of transaction block at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) [Sun Jun 26 16:45:31 2011] [warning]: RT::Handle=HASH(0x30ad6e0) couldn't execute the query 'SELECT * FROM Principals WHERE id = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x30ad6e0)', 'SELECT * FROM Principals WHERE id = ?', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Principal=HASH(0x3098418)', 'SELECT * FROM Principals WHERE id = ?', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::Principal=HASH(0x3098418)', 'id', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Principal=HASH(0x3098418)', 'id', 3097) called at /opt/rt4/sbin/../lib/RT/Record.pm line 381 RT::Record::LoadByCols('RT::Principal=HASH(0x3098418)', 'id', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1140 DBIx::SearchBuilder::Record::LoadById('RT::Principal=HASH(0x3098418)', 3097) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1056 DBIx::SearchBuilder::Record::Load('RT::Principal=HASH(0x3098418)', 3097) called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 622 RT::ACE::PrincipalObj('RT::ACE=HASH(0x3b4f960)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 482 RT::ACE::_Delete('RT::ACE=HASH(0x3b4f960)') called at /opt/rt4/sbin/../lib/RT/ACE_Overlay.pm line 447 RT::ACE::Delete('RT::ACE=HASH(0x3b4f960)') called at ./etc/upgrade/4.0.1/content line 56 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(0x30ad6e0)', './etc/upgrade/4.0.1/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/4.0.1', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 398 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'postgres') called at /opt/rt4/sbin/rt-setup-database line 197 (/usr/share/perl/5.12/Carp.pm:65) [Sun Jun 26 16:45:31 2011] [err]: ACE 726 couldn't load its principal object (/opt/rt4/sbin/../lib/RT/ACE_Overlay.pm:625) [Sun Jun 26 16:45:31 2011] [warning]: Principal not loaded. (/opt/rt4/sbin/../lib/RT/Principal_Overlay.pm:246) [Sun Jun 26 16:45:31 2011] [warn]: Unable to delete ACE 726: Right could not be revoked (./etc/upgrade/4.0.1/content:60) Done. Despite reaching "Done" at the end, I think that something went wrong. Questions are: 1. what did I screw? 2. how to fix it? Best regards, depesz -- The best thing about modern society is how easy it is to avoid contact with it. http://depesz.com/ From athompso at athompso.net Sun Jun 26 13:15:54 2011 From: athompso at athompso.net (Adam Thompson) Date: Sun, 26 Jun 2011 12:15:54 -0500 Subject: [rt-users] ExternalAuth for requestors but not privileged users? Message-ID: <008e01cc3424$b4def780$1e9ce680$@athompso.net> I think this will work, soliciting opinions before I do something stupid, though: - Large group of unprivileged users (i.e. requestors), accessible via LDAP - Small group of privileged users (i.e. staff), NOT in that ldap directory I create the staff in the local RT user database, and set up ExternalAuth to the LDAP directory. Pass-through feature allows staff to log in and use the system, but everything gets searched for in LDAP first. Right? -Adam Thompson athompso at athompso.net (204) 291-7950 - direct (204) 489-6515 - fax -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Sun Jun 26 17:03:35 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Sun, 26 Jun 2011 17:03:35 -0400 Subject: [rt-users] Problem with upgrade from 3.8.9 to 4.0.1 In-Reply-To: <20110626165351.GA26929@depesz.com> References: <20110626165351.GA26929@depesz.com> Message-ID: <1309122215.2493.9.camel@kohr-ah> On Sun, 2011-06-26 at 18:53 +0200, hubert depesz lubaczewski wrote: > so far everything worked. > > I had my previous pg in /opt/rt3, but for upgrade purposes I did cp -av > /opt/rt3 /opt/rt4 > [snip] > Questions are: > 1. what did I screw? >From docs/UPGRADING-4.0: You really shouldn't install RT4 into your RT3 source tree (/opt/rt3) and instead should be using make install to set up a clean environment. This will allow you to evaluate your local modifications and configuration changes as you migrate to 4.0. If you choose to force RT to install into /opt/rt3, or another existing RT 3.x install location, you will encounter issues because we removed the _Overlay files (such as Ticket_Overlay.pm) and relocated other files. You will need to manually remove these files after the upgrade or RT will fail. After making a complete backup of your /opt/rt3 install, you might use a command like the following to remove the _Overlay files: find /opt/rt3/lib/ -type f -name '*_Overlay*' -delete - Alex From raubvogel at gmail.com Mon Jun 27 04:37:58 2011 From: raubvogel at gmail.com (Mauricio Tavares) Date: Mon, 27 Jun 2011 04:37:58 -0400 Subject: [rt-users] Including email/correspond attachments in a template In-Reply-To: <4E06CC3B.3090802@gmail.com> References: <4E06CC3B.3090802@gmail.com> Message-ID: On Sun, Jun 26, 2011 at 2:05 AM, Mauricio Tavares wrote: > ? ? ? ?Based on what I have seen on the list, I have the following template > to include the contents (correspond, email body) of the last ticket being > sent: > > RT-Attach-Message: yes > > { ### Get last Correspond > ? my $Transactions = $Ticket->Transactions; > ? $Transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' ); > ? $Transactions->OrderByCols ( > ? ? ?{ FIELD => 'Created', ?ORDER => 'DESC' }, > ? ? ?{ FIELD => 'id', ? ? ORDER => 'DESC' }, > ? ); > ? my $CorrespondObj = $Transactions->First; > ? if ($CorrespondObj && $CorrespondObj->Id) { > ? ? $c_content = $CorrespondObj->Content; > ? ? chomp $c_content; > > ? } > ? $c_content > } > > Now that takes care of the text part of the ticket, but what to do when a > given ticket has an attachment -- say, a picture -- and I would like to keep > it? > Let me rephrase my question: What I am trying to do is emulate {$Transaction->Content()} for when the transaction really has no content, such as owner change. With the code below I can see that I have attachments associated with the last correspond transaction in the ticket and what kind of attachments they are. To: { $Ticket->OwnerObj->EmailAddress } Subject: Worked on: { $Ticket->Subject() } RT-Attach-Message: yes { my $thingie = "Attachments:"; my $Transactions = $Ticket->Transactions; $Transactions->Limit( FIELD => 'Type', VALUE => "Correspond" ); 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 . " ID " . $a->id; if ( $a->ContentType eq 'text/plain' ){ $thingie .= "\nContent:\n" . $a->Content; } else { $thingie .= "\nNon ascii content here!"; } } $thingie; } But that is as far as I went. I have been searching through the wiki and this mailing list but am yet to find something like what I am after. Could anyone provide some pointers? From raubvogel at gmail.com Mon Jun 27 06:36:28 2011 From: raubvogel at gmail.com (Mauricio Tavares) Date: Mon, 27 Jun 2011 06:36:28 -0400 Subject: [rt-users] RT-Extension-CommandByMail 0.9 Not processing commands in RT 3.6.7 (Plugins problems?) Message-ID: While I wait on ubuntu to release RT 4 (I assume I can go from 3.6.7 straight to 4; I could be wrong here), which would hopefully take care of https://bugs.launchpad.net/ubuntu/+source/request-tracker3.8/+bug/444046, I am testing RT-Extension-CommandByMail 0.9 in 3.6.7. Before you ask, no I can't just download RT from best practical; I have to deal with packages provided by ubuntu. So, the first question is how do I set those plugins up? Having Set(@MailPlugins, qw( Auth::MailFrom Filter::TakeAction )); Set(@Plugins, qw( RT::Extension::CommandByMail )); In RT_SiteConfig.pm seem to do nothing, but at least causes no harm (cheerfully ignored). Reading http://comments.gmane.org/gmane.comp.bug-tracking.request-tracker.user/59470, I also tried use Auth::MailFrom; use Filter::TakeAction use RT::Extension::CommandByMail; which caused RT not to start. What else should I try? From diaulas.castro at intersolution.inf.br Mon Jun 27 07:35:48 2011 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Mon, 27 Jun 2011 08:35:48 -0300 Subject: [rt-users] RT is no longer sending Auto Replies On-Create In-Reply-To: References: Message-ID: Good Morning Alberto, Look at your alias file (/etc/aliases) and execute the command "newaliases". Att. Diaulas Castro Consultor Linux / Microsoft InterSolution Inform?tica Tel.: (55 11) 3443-1472 www.intersolution.inf.br Oracle Certified Partner 2011/6/24 Alberto Vazquez > Forgot the attachement. > > Thanks, > > Alberto > > On Fri, Jun 24, 2011 at 2:15 PM, Alberto Vazquez wrote: > >> Thanks for your reply. Please see below and the attachement. Any other >> ideas? >> >> Thanks again. >> >> Alberto >> >> On Fri, Jun 24, 2011 at 11:15 AM, Diaulas Castro < >> diaulas.castro at intersolution.inf.br> wrote: >> >>> >>> Hello, >>> 1.Look for another RT_SiteConfig.pm >>> inside /etc/request-tracker/RT_SiteConfig.d/ for more config files >>> >> Unable to locate this folder. This is what I found and modified to >> reflect the correct email address. >> >> >> /home/linuxadmin/.cpan/build/RT-Authen-ExternalAuth-0.08-VLp3xw/etc/RT_SiteConfig.pm >> >> /home/linuxadmin/.cpan/build/RT-Authen-ExternalAuth-0.08-l9de9R/etc/RT_SiteConfig.pm >> /home/linuxadmin/RT-Authen-ExternalAuth-0.08/etc/RT_SiteConfig.pm >> /home/linuxadmin/rt-3.8.8/etc/RT_SiteConfig.pm >> /root/.kde/share/apps/RecentDocuments/RT_SiteConfig.pm.desktop >> /root/.kde/share/apps/RecentDocuments/RT_SiteConfig.pm~.desktop >> /use/local/rt/etc/RT_SiteConfig.pm >> /use/local/rt/etc/RT_SiteConfig.pm~ >> /usr/local/rt/etc/RT_SiteConfig.pm >> /usr/local/rt/etc/RT_SiteConfig.pm_bak03232011 >> /usr/local/rt/etc/RT_SiteConfig.pm_bak062311 >> /usr/local/rt/etc/RT_SiteConfig.pm~ >> /usr/local/rt/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.p >> >> 2.Look at Queue config inside RT web interface there is one field for >> "Reply Address". >> >>> See attachment. >>> >>> >>> >>>> Att. >>>> >>> >>> Diaulas Castro >>> Consultor Linux / Microsoft >>> InterSolution Inform?tica >>> Tel.: (55 11) 3443-1472 >>> www.intersolution.inf.br >>> Oracle Certified Partner >>> >>> >>> 2011/6/24 Alberto Vazquez >>> >>>> Good Morning Guys, >>>> >>>> RT is no longer sending auto replies on-create. Here is what we have >>>> changed on the RT side: >>>> >>>> 1. I have disabled some queues which were are using anymore. >>>> 2. The old queues which are not been used, in Exchange we have removed >>>> the email addresses which were been used in RT. >>>> 3. There is only one active queue left in RT, so far the tickets gets >>>> created but responses (emails) are been sent from RT. >>>> >>>> My suspicion is that I need to updated some kind of config file, which >>>> is using some old information from the queues which are not been used any >>>> longer. I have updated the following files: *RT_SiteConfig.pm and >>>> fetchmail.* >>>> >>>> What am I missing :( >>>> >>>> Your ideas will be greatly appreciated. >>>> >>>> Sincerely, >>>> >>>> -- >>>> Walk in faith! >>>> Alberto Vazquez-Dzul >>>> Email: betovaz at gmail.com >>>> Mobile: (805) 444-0835 >>>> GVoice: (805) 768-4798 >>>> >>>> >>>> >>>> -------- >>>> 2011 Training: http://bestpractical.com/services/training.html >>>> >>> >>> >> >> >> -- >> Walk in faith! >> Alberto Vazquez-Dzul >> Email: betovaz at gmail.com >> Mobile: (805) 444-0835 >> GVoice: (805) 768-4798 >> >> > > > -- > Walk in faith! > Alberto Vazquez-Dzul > Email: betovaz at gmail.com > Mobile: (805) 444-0835 > GVoice: (805) 768-4798 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From depesz at depesz.com Mon Jun 27 07:49:54 2011 From: depesz at depesz.com (hubert depesz lubaczewski) Date: Mon, 27 Jun 2011 13:49:54 +0200 Subject: [rt-users] Running /opt/rt4/sbin/rt-clean-sessions and general speed of rt. Message-ID: <20110627114954.GA20286@depesz.com> Finally upgraded to 4.0.1. Works. But there are some issues: Tried to test-run rt-clean-sessions and got: =# /opt/rt4/sbin/rt-clean-sessions --older 7D Can't locate object method "_CleariOldDir" via package "RT::Interface::Web::Session" at /opt/rt4/sbin/../lib/RT/Interface/Web/Session.pm line 173. I'm using Apache::Session::File: =# grep -i session /opt/rt4/etc/RT*Config* /opt/rt4/etc/RT_Config.pm:=item C<$WebSessionClass> /opt/rt4/etc/RT_Config.pm:C<$WebSessionClass> is the class you wish to use for managing /opt/rt4/etc/RT_Config.pm:Sessions. It defaults to use your SQL database, but if you are using /opt/rt4/etc/RT_Config.pm:this line to F to prevent session corruption. /opt/rt4/etc/RT_Config.pm:# Set($WebSessionClass, "Apache::Session::File"); /opt/rt4/etc/RT_Config.pm:By default, RT's user sessions persist until a user closes his or her /opt/rt4/etc/RT_Config.pm:browser. With the C<$AutoLogoff> option you can setup session lifetime /opt/rt4/etc/RT_Config.pm:By default, RT's session cookie isn't marked as "secure" Some web /opt/rt4/etc/RT_SiteConfig.pm:Set( $WebSessionClass, 'Apache::Session::File' ); Also - Based on nginx logs with times, I see that 4.0.1 is much slower than 3.8.9 rendering home page took usually 0.7s, now it's > 3s: some_ip - - [27/Jun/2011:13:18:48 +0200] "GET / HTTP/1.1" 200 1778 "-" "Mozilla/5.0 (X11; Linux i686 on x86_64; rv:6.0a2) Gecko/20110620 Firefox/6.0a2" 3.451s some_ip - - [27/Jun/2011:13:29:19 +0200] "GET / HTTP/1.1" 200 4032 "-" "Mozilla/5.0 (X11; Linux i686 on x86_64; rv:6.0a2) Gecko/20110620 Firefox/6.0a2" 2.900s some_ip - - [27/Jun/2011:13:29:45 +0200] "GET / HTTP/1.1" 200 4030 "http://rt.depesz.com/Ticket/Display.html?id=1517" "Mozilla/5.0 (X11; Linux i686 on x86_64; rv:6.0a2) Gecko/20110620 Firefox/6.0a2" 3.549s some_ip - - [27/Jun/2011:13:33:10 +0200] "GET / HTTP/1.1" 200 4088 "http://rt.depesz.com/Ticket/Display.html?id=17472" "Mozilla/5.0 (X11; Linux i686 on x86_64; rv:6.0a2) Gecko/20110620 Firefox/6.0a2" 6.539s some_ip - - [27/Jun/2011:13:34:30 +0200] "GET / HTTP/1.1" 200 4032 "http://rt.depesz.com/" "Mozilla/5.0 (X11; Linux i686 on x86_64; rv:6.0a2) Gecko/20110620 Firefox/6.0a2" 0.275s some_ip - - [27/Jun/2011:13:35:41 +0200] "GET / HTTP/1.1" 200 4031 "http://rt.depesz.com/Ticket/Display.html?id=17588" "Mozilla/5.0 (X11; Linux i686 on x86_64; rv:6.0a2) Gecko/20110620 Firefox/6.0a2" 3.259s some_ip - - [27/Jun/2011:13:40:10 +0200] "GET / HTTP/1.1" 200 4030 "-" "Mozilla/5.0 (X11; Linux i686 on x86_64; rv:6.0a2) Gecko/20110620 Firefox/6.0a2" 3.500s Load on the server is ~ 0.7. I checked DB logs, and the only thing I noticed was that I had calls to this query: SELECT * FROM Groups WHERE LOWER(Domain) = LOWER($1) AND LOWER(Type) = LOWER($2) groups table on my system has ~ 70k rows, and runtime of the query is ~70ms. So I added index on lower(domain), lower(type) and got the time to < 0.1ms index definition, in case you'd want to add it to standard rt: create index groups_3 on groups ( LOWER(Domain), LOWER(Type) ); But it's only ~ 70ms out of 3.5s. Any hints on what should I look at? Best regards, depesz -- The best thing about modern society is how easy it is to avoid contact with it. http://depesz.com/ From depesz at depesz.com Mon Jun 27 08:05:56 2011 From: depesz at depesz.com (hubert depesz lubaczewski) Date: Mon, 27 Jun 2011 14:05:56 +0200 Subject: [rt-users] Running /opt/rt4/sbin/rt-clean-sessions and general speed of rt. In-Reply-To: <20110627114954.GA20286@depesz.com> References: <20110627114954.GA20286@depesz.com> Message-ID: <20110627120556.GA6511@depesz.com> > I checked DB logs, and the only thing I noticed was that I had calls to this query: I had enabled only logging queries over 50ms. When I enabled logging every query that hits database the situation changed a lot. Single request to /Ticket/Display.html?id=17583 where the ticket has 3 attachements and no comments besides original creation caused rt to issue 6735 queries (some of these are triplets: parse/bind/execute, but even 2000 is A LOT for a single page. Total runtime of the queries is ~ 400ms, which doesn't explain 4.402s page generation time, but perhaps it could help debug the problem? Full log is accessible at http://depesz.com/various/statement.log.gz Is it something that I did wrong with RT? Best regards, depesz From trs at bestpractical.com Mon Jun 27 10:02:10 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 27 Jun 2011 10:02:10 -0400 Subject: [rt-users] view original html attachment? In-Reply-To: <004a01cc341b$2045fa00$60d1ee00$@athompso.net> References: <004a01cc341b$2045fa00$60d1ee00$@athompso.net> Message-ID: <4E088D62.1020206@bestpractical.com> On 06/26/2011 12:07 PM, Adam Thompson wrote: > Is there a way to view a text/html part in its original format? When I > click on ?download attachment?, I get the HTML delivered to me as > text/plain, which? err? impedes readability a little bit. > > The situation is that I forwarded an HTML-formatted email into RT to > create a ticket, but the HTML sanitizer in RT renders the content > unreadable (table formatting breaks down completely), so want to view > the HTML part in its original glory. Can I do this without downloading > the HTML part to local disk and opening it in a browser? Displaying as unsanitized HTML is a security risk that allows cross-site scripting attacks. If you really want to, you can set the option below. From etc/RT_Config.pm: =item C<$TrustHTMLAttachments> If C is not defined, we will display them as text. This prevents malicious HTML and JavaScript from being sent in a request (although there is probably more to it than that) =cut Set($TrustHTMLAttachments, undef); Thomas From ruz at bestpractical.com Mon Jun 27 10:03:08 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 27 Jun 2011 18:03:08 +0400 Subject: [rt-users] Running /opt/rt4/sbin/rt-clean-sessions and general speed of rt. In-Reply-To: <20110627120556.GA6511@depesz.com> References: <20110627114954.GA20286@depesz.com> <20110627120556.GA6511@depesz.com> Message-ID: Hi, On Mon, Jun 27, 2011 at 4:05 PM, hubert depesz lubaczewski wrote: >> I checked DB logs, and the only thing I noticed was that I had calls to this query: > > I had enabled only logging queries over 50ms. > > When I enabled logging every query that hits database the situation > changed a lot. > > Single request to /Ticket/Display.html?id=17583 > where the ticket has 3 attachements and no comments besides original > creation caused rt to issue 6735 queries (some of these are triplets: > parse/bind/execute, but even 2000 is A LOT for a single page. Actually it's 1710 queries: cat statement.log | grep 'statement:\|execute ' | grep -v 'DEALLOCATE' | wc -l 1710 1617 of which follow the following pattern: SELECT consrc FROM pg_catalog.pg_constraint WHERE contype = 'c' AND conrelid = ... These queries are sequential. As far as I can see from the log this sequence triggered by DBD::Pg to get information about tables in the DB. I believe we cache this info and it only requested once per process. If it's not the case then it's bug. > Total runtime of the queries is ~ 400ms, which doesn't explain 4.402s > page generation time, but perhaps it could help debug the problem? 278ms taken by the sequence. > Full log is accessible at http://depesz.com/various/statement.log.gz > > Is it something that I did wrong with RT? Next step is to use Mason profiler. > Best regards, > > depesz > > > -------- > 2011 Training: http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From trs at bestpractical.com Mon Jun 27 10:03:50 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 27 Jun 2011 10:03:50 -0400 Subject: [rt-users] creating ticket asks for credentials again In-Reply-To: References: <20110623114107.GK912@jibsheet.com> Message-ID: <4E088DC6.7010407@bestpractical.com> On 06/26/2011 06:21 AM, Karmi Simonov wrote: > Guys, Any ideas? The situation you present is curious and not something we can replicate. If you can capture a full network log of the sequence you outline below (Before, after, after submitting credentials), we might be able to debug it. Thomas From depesz at depesz.com Mon Jun 27 10:16:51 2011 From: depesz at depesz.com (hubert depesz lubaczewski) Date: Mon, 27 Jun 2011 16:16:51 +0200 Subject: [rt-users] Running /opt/rt4/sbin/rt-clean-sessions and general speed of rt. In-Reply-To: References: <20110627114954.GA20286@depesz.com> <20110627120556.GA6511@depesz.com> Message-ID: <20110627141651.GA19876@depesz.com> On Mon, Jun 27, 2011 at 06:03:08PM +0400, Ruslan Zakirov wrote: > > Is it something that I did wrong with RT? > Next step is to use Mason profiler. hmm ... is there any doc that would show how to use it? tried to search for mason profiler, and found this: http://cpan.uwinnipeg.ca/htdocs/MasonX-Profiler/MasonX/Profiler.html but I have never did anything with mason (nor rt internals) so I don't know how to use it on rt. tried to use devel::nytprof, but when I stopped rt-server, it (nytprof) couldn't read dump files becaus they were "incomplete". Best regards, depesz From trs at bestpractical.com Mon Jun 27 10:19:19 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 27 Jun 2011 10:19:19 -0400 Subject: [rt-users] Running /opt/rt4/sbin/rt-clean-sessions and general speed of rt. In-Reply-To: <20110627114954.GA20286@depesz.com> References: <20110627114954.GA20286@depesz.com> Message-ID: <4E089167.30401@bestpractical.com> On 06/27/2011 07:49 AM, hubert depesz lubaczewski wrote: > Also - Based on nginx logs with times, I see that 4.0.1 is much slower than 3.8.9 > rendering home page took usually 0.7s, now it's > 3s: How many external FastCGI children are you running? On the first request each child processes, it needs time to minify the JS and CSS assets. Every request after the first for a child process will be much much quicker. If you have a lot of children, you may need to hit the RT server at least that many times until you get a child that already processed the JS and CSS. In a normal production system, this isn't a problem. > some_ip - - [27/Jun/2011:13:18:48 +0200] "GET / HTTP/1.1" 200 1778 "-" "Mozilla/5.0 (X11; Linux i686 on x86_64; rv:6.0a2) Gecko/20110620 Firefox/6.0a2" 3.451s > some_ip - - [27/Jun/2011:13:29:19 +0200] "GET / HTTP/1.1" 200 4032 "-" "Mozilla/5.0 (X11; Linux i686 on x86_64; rv:6.0a2) Gecko/20110620 Firefox/6.0a2" 2.900s > some_ip - - [27/Jun/2011:13:29:45 +0200] "GET / HTTP/1.1" 200 4030 "http://rt.depesz.com/Ticket/Display.html?id=1517" "Mozilla/5.0 (X11; Linux i686 on x86_64; rv:6.0a2) Gecko/20110620 Firefox/6.0a2" 3.549s > some_ip - - [27/Jun/2011:13:33:10 +0200] "GET / HTTP/1.1" 200 4088 "http://rt.depesz.com/Ticket/Display.html?id=17472" "Mozilla/5.0 (X11; Linux i686 on x86_64; rv:6.0a2) Gecko/20110620 Firefox/6.0a2" 6.539s > some_ip - - [27/Jun/2011:13:34:30 +0200] "GET / HTTP/1.1" 200 4032 "http://rt.depesz.com/" "Mozilla/5.0 (X11; Linux i686 on x86_64; rv:6.0a2) Gecko/20110620 Firefox/6.0a2" 0.275s See the line above? It's super quick. I bet you hit a FastCGI child which had already minified the JS and CSS. See also: http://issues.bestpractical.com/Ticket/Display.html?id=17673;user=guest;pass=guest#txn-162017 Thomas > some_ip - - [27/Jun/2011:13:35:41 +0200] "GET / HTTP/1.1" 200 4031 "http://rt.depesz.com/Ticket/Display.html?id=17588" "Mozilla/5.0 (X11; Linux i686 on x86_64; rv:6.0a2) Gecko/20110620 Firefox/6.0a2" 3.259s > some_ip - - [27/Jun/2011:13:40:10 +0200] "GET / HTTP/1.1" 200 4030 "-" "Mozilla/5.0 (X11; Linux i686 on x86_64; rv:6.0a2) Gecko/20110620 Firefox/6.0a2" 3.500s From depesz at depesz.com Mon Jun 27 10:27:31 2011 From: depesz at depesz.com (hubert depesz lubaczewski) Date: Mon, 27 Jun 2011 16:27:31 +0200 Subject: [rt-users] Running /opt/rt4/sbin/rt-clean-sessions and general speed of rt. In-Reply-To: <20110627141651.GA19876@depesz.com> References: <20110627114954.GA20286@depesz.com> <20110627120556.GA6511@depesz.com> <20110627141651.GA19876@depesz.com> Message-ID: <20110627142730.GA28727@depesz.com> On Mon, Jun 27, 2011 at 04:16:51PM +0200, hubert depesz lubaczewski wrote: > On Mon, Jun 27, 2011 at 06:03:08PM +0400, Ruslan Zakirov wrote: > > > Is it something that I did wrong with RT? > > Next step is to use Mason profiler. > > hmm ... is there any doc that would show how to use it? > tried to search for mason profiler, and found this: > http://cpan.uwinnipeg.ca/htdocs/MasonX-Profiler/MasonX/Profiler.html > but I have never did anything with mason (nor rt internals) so I don't > know how to use it on rt. never mind. found it in RT_Config.pm will post in a minute Best regards, depesz -- The best thing about modern society is how easy it is to avoid contact with it. http://depesz.com/ From depesz at depesz.com Mon Jun 27 10:34:06 2011 From: depesz at depesz.com (hubert depesz lubaczewski) Date: Mon, 27 Jun 2011 16:34:06 +0200 Subject: [rt-users] Running /opt/rt4/sbin/rt-clean-sessions and general speed of rt. In-Reply-To: <4E089167.30401@bestpractical.com> References: <20110627114954.GA20286@depesz.com> <4E089167.30401@bestpractical.com> Message-ID: <20110627143406.GB28727@depesz.com> On Mon, Jun 27, 2011 at 10:19:19AM -0400, Thomas Sibley wrote: > On 06/27/2011 07:49 AM, hubert depesz lubaczewski wrote: > > Also - Based on nginx logs with times, I see that 4.0.1 is much slower than 3.8.9 > > rendering home page took usually 0.7s, now it's > 3s: > > How many external FastCGI children are you running? On the first I'm using the http server (rt-server with default 10 workers (didn't find option to use less than this - in my usecase 2 or 3 would be enough), or the starman - it defaults to 5 workers. > request each child processes, it needs time to minify the JS and CSS > assets. Every request after the first for a child process will be much > much quicker. If you have a lot of children, you may need to hit the RT > server at least that many times until you get a child that already > processed the JS and CSS. In a normal production system, this isn't a > problem. this definitely makes sense (i.e. the explanation). not sure why every worker has to minify it separately though. In the mean time I found how to enable profiling, and got this output from 2 requests - home page and some ticket: $ /opt/rt4/sbin/rt-server --port 50004 Plack::Handler::Starlet: Accepting connections at http://0:50004/ =Mason= localhost - /index.html BEGINS {{{ =Mason= localhost - /autohandler {{{ =Mason= localhost - /Elements/SetupSessionCookie {{{ =Mason= localhost - /Elements/SetupSessionCookie }}} 0.0092 =Mason= localhost - /index.html {{{ =Mason= localhost - /Elements/Header {{{ =Mason= localhost - /NoAuth/css/aileron/main.css {{{ =Mason= localhost - /NoAuth/css/aileron/main.css }}} 0.0018 =Mason= localhost - /NoAuth/css/base/main.css {{{ =Mason= localhost - /NoAuth/css/base/main.css }}} 0.0015 =Mason= localhost - /NoAuth/css/base/yui-fonts.css {{{ =Mason= localhost - /NoAuth/css/base/yui-fonts.css }}} 0.0013 =Mason= localhost - /NoAuth/css/base/jquery-ui.css {{{ =Mason= localhost - /NoAuth/css/base/jquery-ui.css }}} 0.0013 =Mason= localhost - /NoAuth/css/base/jquery-ui.custom.modified.css {{{ =Mason= localhost - /NoAuth/css/base/jquery-ui.custom.modified.css }}} 0.0017 =Mason= localhost - /NoAuth/css/base/ui.timepickr.css {{{ =Mason= localhost - /NoAuth/css/base/ui.timepickr.css }}} 0.0014 =Mason= localhost - /NoAuth/css/base/ui.timepickr.custom.css {{{ =Mason= localhost - /NoAuth/css/base/ui.timepickr.custom.css }}} 0.0014 =Mason= localhost - /NoAuth/css/base/superfish.css {{{ =Mason= localhost - /NoAuth/css/base/superfish.css }}} 0.0009 =Mason= localhost - /NoAuth/css/base/superfish-navbar.css {{{ =Mason= localhost - /NoAuth/css/base/superfish-navbar.css }}} 0.0009 =Mason= localhost - /NoAuth/css/base/superfish-vertical.css {{{ =Mason= localhost - /NoAuth/css/base/superfish-vertical.css }}} 0.0008 =Mason= localhost - /NoAuth/css/base/tablesorter.css {{{ =Mason= localhost - /NoAuth/css/base/tablesorter.css }}} 0.0009 =Mason= localhost - /NoAuth/css/base/farbtastic.css {{{ =Mason= localhost - /NoAuth/css/base/farbtastic.css }}} 0.0012 =Mason= localhost - /NoAuth/css/base/collection.css {{{ =Mason= localhost - /NoAuth/css/base/collection.css }}} 0.0008 =Mason= localhost - /NoAuth/css/base/forms.css {{{ =Mason= localhost - /NoAuth/css/base/forms.css }}} 0.0010 =Mason= localhost - /NoAuth/css/base/misc.css {{{ =Mason= localhost - /NoAuth/css/base/misc.css }}} 0.0008 =Mason= localhost - /NoAuth/css/base/nav.css {{{ =Mason= localhost - /NoAuth/css/base/nav.css }}} 0.0009 =Mason= localhost - /NoAuth/css/base/ticket-form.css {{{ =Mason= localhost - /NoAuth/css/base/ticket-form.css }}} 0.0014 =Mason= localhost - /NoAuth/css/base/rights-editor.css {{{ =Mason= localhost - /NoAuth/css/base/rights-editor.css }}} 0.0008 =Mason= localhost - /NoAuth/css/base/theme-editor.css {{{ =Mason= localhost - /NoAuth/css/base/theme-editor.css }}} 0.0013 =Mason= localhost - /NoAuth/css/base/ticket.css {{{ =Mason= localhost - /NoAuth/css/base/ticket.css }}} 0.0008 =Mason= localhost - /NoAuth/css/base/admin.css {{{ =Mason= localhost - /NoAuth/css/base/admin.css }}} 0.0009 =Mason= localhost - /NoAuth/css/base/articles.css {{{ =Mason= localhost - 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/Elements/Menu {{{ =Mason= localhost - /Elements/Menu {{{ =Mason= localhost - /Elements/Menu {{{ =Mason= localhost - /Elements/Menu }}} 0.0014 =Mason= localhost - /Elements/Menu }}} 0.0029 =Mason= localhost - /Elements/Menu }}} 0.0061 =Mason= localhost - /Elements/Menu {{{ =Mason= localhost - /Elements/Menu {{{ =Mason= localhost - /Elements/Menu }}} 0.0011 =Mason= localhost - /Elements/Menu }}} 0.0023 =Mason= localhost - /Elements/Menu {{{ =Mason= localhost - /Elements/Menu {{{ =Mason= localhost - /Elements/Menu {{{ =Mason= localhost - /Elements/Menu }}} 0.0011 =Mason= localhost - /Elements/Menu }}} 0.0024 =Mason= localhost - /Elements/Menu }}} 0.0037 =Mason= localhost - /Elements/Menu }}} 0.0134 =Mason= localhost - /Elements/Menu {{{ =Mason= localhost - /Elements/Menu {{{ =Mason= localhost - /Elements/Menu }}} 0.0013 =Mason= localhost - /Elements/Menu }}} 0.0030 =Mason= localhost - /Elements/WidgetBar {{{ =Mason= localhost - /Elements/WidgetBar }}} 0.0009 =Mason= localhost - /Elements/PageLayout }}} 0.0210 =Mason= localhost - /Elements/Tabs }}} 0.0672 =Mason= localhost - /Elements/ListActions {{{ =Mason= localhost - /Elements/ListActions }}} 0.0007 =Mason= localhost - /Ticket/Elements/ShowUpdateStatus {{{ =Mason= localhost - /Ticket/Elements/ShowUpdateStatus }}} 0.0010 =Mason= localhost - /Widgets/TitleBox {{{ =Mason= localhost - /Ticket/Elements/ShowSummary {{{ =Mason= localhost - /Widgets/TitleBox {{{ =Mason= localhost - /Ticket/Elements/ShowBasics {{{ =Mason= localhost - /Ticket/Elements/ShowPriority {{{ =Mason= localhost - /Ticket/Elements/ShowPriority }}} 0.0011 =Mason= localhost - /Ticket/Elements/ShowQueue {{{ =Mason= localhost - /Ticket/Elements/ShowQueue }}} 0.0011 =Mason= localhost - /Ticket/Elements/ShowBasics }}} 0.0117 =Mason= localhost - /Widgets/TitleBoxStart {{{ =Mason= localhost - /Widgets/TitleBoxStart }}} 0.0010 =Mason= localhost - /Widgets/TitleBoxEnd {{{ =Mason= localhost - /Widgets/TitleBoxEnd }}} 0.0010 =Mason= localhost - /Widgets/TitleBox }}} 0.0202 =Mason= localhost - /Widgets/TitleBox {{{ =Mason= localhost - /Ticket/Elements/ShowCustomFields {{{ =Mason= localhost - /Elements/ShowCustomFields {{{ =Mason= localhost - /Elements/ShowCustomFields }}} 1.0072 =Mason= localhost - /Ticket/Elements/ShowCustomFields }}} 1.0114 =Mason= localhost - /Widgets/TitleBoxStart {{{ =Mason= localhost - /Widgets/TitleBoxStart }}} 0.0015 =Mason= localhost - /Widgets/TitleBoxEnd {{{ =Mason= localhost - /Widgets/TitleBoxEnd }}} 0.0012 =Mason= localhost - /Widgets/TitleBox }}} 1.0168 =Mason= localhost - /Widgets/TitleBox {{{ =Mason= localhost - /Ticket/Elements/ShowPeople {{{ =Mason= localhost - /Elements/ShowUser {{{ =Mason= localhost - /Elements/ShowUserConcise {{{ =Mason= localhost - /Elements/ShowUserConcise }}} 0.0011 =Mason= localhost - /Elements/ShowUser }}} 0.0043 =Mason= localhost - /Elements/ShowUserEmailFrequency {{{ =Mason= localhost - /Elements/ShowUserEmailFrequency }}} 0.0013 =Mason= localhost - /Ticket/Elements/ShowGroupMembers {{{ =Mason= localhost - /Elements/ShowUser {{{ =Mason= localhost - /Elements/ShowUserConcise {{{ =Mason= localhost - /Elements/ShowUserConcise }}} 0.0020 =Mason= localhost - /Elements/ShowUser }}} 0.0045 =Mason= localhost - /Elements/ShowUserEmailFrequency {{{ =Mason= localhost - /Elements/ShowUserEmailFrequency }}} 0.0043 =Mason= localhost - /Ticket/Elements/ShowGroupMembers }}} 0.0168 =Mason= localhost - /Ticket/Elements/ShowGroupMembers {{{ =Mason= localhost - /Ticket/Elements/ShowGroupMembers }}} 0.0070 =Mason= localhost - /Ticket/Elements/ShowGroupMembers {{{ =Mason= localhost - /Ticket/Elements/ShowGroupMembers }}} 0.0060 =Mason= localhost - /Ticket/Elements/ShowPeople }}} 0.0888 =Mason= localhost - /Widgets/TitleBoxStart {{{ =Mason= localhost - /Widgets/TitleBoxStart }}} 0.0011 =Mason= localhost - /Widgets/TitleBoxEnd {{{ =Mason= localhost - /Widgets/TitleBoxEnd }}} 0.0009 =Mason= localhost - /Widgets/TitleBox }}} 0.0962 =Mason= localhost - /Ticket/Elements/ShowAttachments {{{ =Mason= localhost - /Widgets/TitleBox {{{ =Mason= localhost - /Elements/ShowUser {{{ =Mason= localhost - /Elements/ShowUserConcise {{{ =Mason= localhost - /Elements/ShowUserConcise }}} 0.0018 =Mason= localhost - /Elements/ShowUser }}} 0.0039 =Mason= localhost - /Elements/ShowUser {{{ =Mason= localhost - /Elements/ShowUserConcise {{{ =Mason= localhost - /Elements/ShowUserConcise }}} 0.0019 =Mason= localhost - /Elements/ShowUser }}} 0.0038 =Mason= localhost - /Elements/ShowUser {{{ =Mason= localhost - /Elements/ShowUserConcise {{{ =Mason= localhost - /Elements/ShowUserConcise }}} 0.0018 =Mason= localhost - /Elements/ShowUser }}} 0.0038 =Mason= localhost - /Widgets/TitleBoxStart {{{ =Mason= localhost - /Widgets/TitleBoxStart }}} 0.0018 =Mason= localhost - /Widgets/TitleBoxEnd {{{ =Mason= localhost - /Widgets/TitleBoxEnd }}} 0.0015 =Mason= localhost - /Widgets/TitleBox }}} 0.0258 =Mason= localhost - /Ticket/Elements/ShowAttachments }}} 0.0359 =Mason= localhost - /Ticket/Elements/ShowRequestor {{{ =Mason= localhost - /Ticket/Elements/ShowRequestor }}} 0.0062 =Mason= localhost - /Widgets/TitleBox {{{ =Mason= localhost - /Ticket/Elements/Reminders {{{ =Mason= localhost - /Ticket/Elements/Reminders:NewReminder {{{ =Mason= localhost - /Elements/SelectOwner {{{ =Mason= localhost - /Elements/SelectOwnerDropdown {{{ =Mason= localhost - /Elements/ShowUser {{{ =Mason= localhost - /Elements/ShowUserConcise {{{ =Mason= localhost - /Elements/ShowUserConcise }}} 0.0023 =Mason= localhost - /Elements/ShowUser }}} 0.0041 =Mason= localhost - /Elements/ShowUser {{{ =Mason= localhost - /Elements/ShowUserConcise {{{ =Mason= localhost - /Elements/ShowUserConcise }}} 0.0022 =Mason= localhost - /Elements/ShowUser }}} 0.0047 =Mason= localhost - /Elements/ShowUser {{{ =Mason= localhost - /Elements/ShowUserConcise {{{ =Mason= localhost - /Elements/ShowUserConcise }}} 0.0023 =Mason= localhost - /Elements/ShowUser }}} 0.0048 =Mason= localhost - /Elements/ShowUser {{{ =Mason= localhost - /Elements/ShowUserConcise {{{ =Mason= localhost - /Elements/ShowUserConcise }}} 0.0020 =Mason= localhost - /Elements/ShowUser }}} 0.0044 =Mason= localhost - /Elements/ShowUser {{{ =Mason= localhost - /Elements/ShowUserConcise {{{ =Mason= localhost - /Elements/ShowUserConcise }}} 0.0012 =Mason= localhost - /Elements/ShowUser }}} 0.0026 =Mason= localhost - /Elements/SelectOwnerDropdown }}} 0.0366 =Mason= localhost - /Elements/SelectOwner }}} 0.0430 =Mason= localhost - /Elements/SelectDate {{{ =Mason= localhost - /Elements/SelectDate }}} 0.0012 =Mason= localhost - /Ticket/Elements/Reminders:NewReminder }}} 0.0531 =Mason= localhost - /Ticket/Elements/Reminders }}} 0.0594 =Mason= localhost - /Widgets/TitleBoxStart {{{ =Mason= localhost - /Widgets/TitleBoxStart }}} 0.0010 =Mason= localhost - /Widgets/TitleBoxEnd {{{ =Mason= localhost - /Widgets/TitleBoxEnd }}} 0.0010 =Mason= localhost - /Widgets/TitleBox }}} 0.0719 =Mason= localhost - /Widgets/TitleBox {{{ =Mason= localhost - /Ticket/Elements/ShowDates {{{ =Mason= localhost - /Elements/ShowUser {{{ =Mason= localhost - /Elements/ShowUserConcise {{{ =Mason= localhost - /Elements/ShowUserConcise }}} 0.0010 =Mason= localhost - /Elements/ShowUser }}} 0.0023 =Mason= localhost - /Ticket/Elements/ShowDates }}} 0.0122 =Mason= localhost - /Widgets/TitleBoxStart {{{ =Mason= localhost - /Widgets/TitleBoxStart }}} 0.0010 =Mason= localhost - /Widgets/TitleBoxEnd {{{ =Mason= localhost - /Widgets/TitleBoxEnd }}} 0.0008 =Mason= localhost - /Widgets/TitleBox }}} 0.0191 =Mason= localhost - /Widgets/TitleBox {{{ =Mason= localhost - /Elements/ShowLinks {{{ =Mason= localhost - /Elements/ShowRelationLabel {{{ =Mason= localhost - /Elements/QueryString {{{ =Mason= localhost - /Elements/QueryString }}} 0.0009 =Mason= localhost - /Elements/ShowRelationLabel }}} 0.0025 =Mason= localhost - /Elements/ShowRelationLabel {{{ =Mason= localhost - /Elements/QueryString {{{ =Mason= localhost - /Elements/QueryString }}} 0.0011 =Mason= localhost - /Elements/ShowRelationLabel }}} 0.0023 =Mason= localhost - /Elements/ShowRelationLabel {{{ =Mason= localhost - /Elements/QueryString {{{ =Mason= localhost - /Elements/QueryString }}} 0.0011 =Mason= localhost - /Elements/ShowRelationLabel }}} 0.0022 =Mason= localhost - /Ticket/Elements/ShowParents {{{ =Mason= localhost - /Ticket/Elements/ShowParents }}} 0.0020 =Mason= localhost - /Elements/ShowRelationLabel {{{ =Mason= localhost - /Elements/QueryString {{{ =Mason= localhost - /Elements/QueryString }}} 0.0011 =Mason= localhost - /Elements/ShowRelationLabel }}} 0.0022 =Mason= localhost - /Ticket/Elements/ShowMembers {{{ =Mason= localhost - /Ticket/Elements/ShowMembers }}} 0.0018 =Mason= localhost - /Elements/ShowRelationLabel {{{ =Mason= localhost - /Elements/QueryString {{{ =Mason= localhost - /Elements/QueryString }}} 0.0011 =Mason= localhost - /Elements/ShowRelationLabel }}} 0.0022 =Mason= localhost - /Elements/ShowRelationLabel {{{ =Mason= localhost - /Elements/QueryString {{{ =Mason= localhost - /Elements/QueryString }}} 0.0011 =Mason= localhost - /Elements/ShowRelationLabel }}} 0.0022 =Mason= localhost - /Elements/ShowLinks }}} 0.0309 =Mason= localhost - /Widgets/TitleBoxStart {{{ =Mason= localhost - /Widgets/TitleBoxStart }}} 0.0011 =Mason= localhost - /Widgets/TitleBoxEnd {{{ =Mason= localhost - /Widgets/TitleBoxEnd }}} 0.0010 =Mason= localhost - /Widgets/TitleBox }}} 0.0392 =Mason= localhost - /Ticket/Elements/ShowSummary }}} 1.3231 =Mason= localhost - /Widgets/TitleBoxStart {{{ =Mason= localhost - /Widgets/TitleBoxStart }}} 0.0009 =Mason= localhost - /Widgets/TitleBoxEnd {{{ =Mason= localhost - /Widgets/TitleBoxEnd }}} 0.0009 =Mason= localhost - /Widgets/TitleBox }}} 1.3298 =Mason= localhost - /Ticket/Elements/ShowHistory {{{ =Mason= localhost - /Widgets/TitleBoxStart {{{ =Mason= localhost - /Widgets/TitleBoxStart }}} 0.0008 =Mason= localhost - /Ticket/Elements/ShowTransaction {{{ =Mason= localhost - /Elements/ShowUser {{{ =Mason= localhost - /Elements/ShowUserConcise {{{ =Mason= localhost - /Elements/ShowUserConcise }}} 0.0012 =Mason= localhost - /Elements/ShowUser }}} 0.0025 =Mason= localhost - /Elements/ShowCustomFields {{{ =Mason= localhost - /Elements/ShowCustomFields }}} 0.0081 =Mason= localhost - /Ticket/Elements/ShowTransactionAttachments {{{ =Mason= localhost - /Ticket/Elements/ShowMessageHeaders {{{ =Mason= localhost - /Elements/MakeClicky {{{ =Mason= localhost - /Elements/MakeClicky }}} 0.0015 =Mason= localhost - /Elements/MakeClicky {{{ =Mason= localhost - /Elements/MakeClicky }}} 0.0014 =Mason= localhost - /Elements/MakeClicky {{{ =Mason= localhost - /Elements/MakeClicky }}} 0.0013 =Mason= localhost - /Elements/MakeClicky {{{ =Mason= localhost - /Elements/MakeClicky }}} 0.0015 =Mason= localhost - /Ticket/Elements/ShowMessageHeaders }}} 0.0168 =Mason= localhost - /Ticket/Elements/ShowTransactionAttachments {{{ =Mason= localhost - /Ticket/Elements/ShowMessageHeaders {{{ =Mason= localhost - /Ticket/Elements/ShowMessageHeaders }}} 0.0017 =Mason= localhost - /Ticket/Elements/ShowTransactionAttachments {{{ =Mason= localhost - /Ticket/Elements/ShowMessageHeaders {{{ =Mason= localhost - /Ticket/Elements/ShowMessageHeaders }}} 0.0031 =Mason= localhost - /Ticket/Elements/ShowMessageStanza {{{ =Mason= localhost - /Elements/MakeClicky {{{ =Mason= localhost - /Elements/MakeClicky }}} 0.0020 =Mason= localhost - /Ticket/Elements/FoldStanzaJS {{{ =Mason= localhost - /Ticket/Elements/FoldStanzaJS }}} 0.0018 =Mason= localhost - /Elements/MakeClicky {{{ =Mason= localhost - /Elements/MakeClicky }}} 0.0017 =Mason= localhost - /Ticket/Elements/ShowMessageStanza }}} 0.0101 =Mason= localhost - /Ticket/Elements/ShowTransactionAttachments {{{ =Mason= localhost - /Ticket/Elements/ShowTransactionAttachments }}} 0.0022 =Mason= localhost - /Ticket/Elements/ShowMessageHeaders {{{ =Mason= localhost - /Ticket/Elements/ShowMessageHeaders }}} 0.0018 =Mason= localhost - /Ticket/Elements/ShowTransactionAttachments {{{ =Mason= localhost - /Ticket/Elements/ShowTransactionAttachments }}} 0.0020 =Mason= localhost - /Ticket/Elements/ShowTransactionAttachments }}} 0.0488 =Mason= localhost - /Ticket/Elements/ShowMessageHeaders {{{ =Mason= localhost - /Ticket/Elements/ShowMessageHeaders }}} 0.0016 =Mason= localhost - /Ticket/Elements/ShowTransactionAttachments {{{ =Mason= localhost - /Ticket/Elements/ShowTransactionAttachments }}} 0.0017 =Mason= localhost - /Ticket/Elements/ShowMessageHeaders {{{ =Mason= localhost - /Ticket/Elements/ShowMessageHeaders }}} 0.0017 =Mason= localhost - /Ticket/Elements/ShowTransactionAttachments {{{ =Mason= localhost - /Ticket/Elements/ShowTransactionAttachments }}} 0.0018 =Mason= localhost - /Ticket/Elements/ShowMessageHeaders {{{ =Mason= localhost - /Ticket/Elements/ShowMessageHeaders }}} 0.0016 =Mason= localhost - /Ticket/Elements/ShowTransactionAttachments {{{ =Mason= localhost - /Ticket/Elements/ShowTransactionAttachments }}} 0.0018 =Mason= localhost - /Ticket/Elements/ShowTransactionAttachments }}} 0.0735 =Mason= localhost - /Ticket/Elements/ShowTransactionAttachments }}} 0.0956 =Mason= localhost - /Ticket/Elements/ShowTransaction }}} 0.1151 =Mason= localhost - /Ticket/Elements/ShowTransaction {{{ =Mason= localhost - /Elements/ShowUser {{{ =Mason= localhost - /Elements/ShowUserConcise {{{ =Mason= localhost - /Elements/ShowUserConcise }}} 0.0010 =Mason= localhost - /Elements/ShowUser }}} 0.0023 =Mason= localhost - /Ticket/Elements/ShowTransaction }}} 0.0067 =Mason= localhost - /Ticket/Elements/ShowTransaction {{{ =Mason= localhost - /Elements/ShowUser {{{ =Mason= localhost - /Elements/ShowUserConcise {{{ =Mason= localhost - /Elements/ShowUserConcise }}} 0.0015 =Mason= localhost - /Elements/ShowUser }}} 0.0028 =Mason= localhost - /Ticket/Elements/ShowTransaction }}} 0.0054 =Mason= localhost - /Widgets/TitleBoxEnd {{{ =Mason= localhost - /Widgets/TitleBoxEnd }}} 0.0012 =Mason= localhost - /Ticket/Elements/ShowHistory }}} 0.1388 =Mason= localhost - /Ticket/Display.html }}} 5.0156 =Mason= localhost - /Elements/Footer {{{ =Mason= localhost - /Elements/Footer }}} 0.0034 =Mason= localhost - /autohandler }}} 5.1006 =Mason= localhost - /Ticket/Display.html }}} ENDS In case of the first request, I see following blocks that take > 1 seconds: =Mason= localhost - /Elements/HeaderJavascript }}} 3.1032 =Mason= localhost - /Elements/Header }}} 3.2206 =Mason= localhost - /index.html }}} 3.6408 =Mason= localhost - /autohandler }}} 3.6671 =Mason= localhost - /index.html }}} ENDS Which, based on the name, seems to be inline with your comment on JS minification. But what is the problem with the other request? =Mason= localhost - /Elements/HeaderJavascript }}} 3.2972 =Mason= localhost - /Elements/Header }}} 3.4028 =Mason= localhost - /Elements/ShowCustomFields }}} 1.0072 =Mason= localhost - /Ticket/Elements/ShowCustomFields }}} 1.0114 =Mason= localhost - /Widgets/TitleBox }}} 1.0168 =Mason= localhost - /Ticket/Elements/ShowSummary }}} 1.3231 =Mason= localhost - /Widgets/TitleBox }}} 1.3298 =Mason= localhost - /Ticket/Display.html }}} 5.0156 =Mason= localhost - /autohandler }}} 5.1006 =Mason= localhost - /Ticket/Display.html }}} ENDS 3.2s to minify - well, ok - i still don't understand why it has to be done on per-process basis, but ok. But why /Elements/ShowCustomFields takes over 1 second? Anyway - 1s is ok. As I understand it will be anough to crawl the page couple of times and it will be fast. Final question that stands is: how to decrease number of worker processes in both starman and normal rt-server? Best regards, depesz -- The best thing about modern society is how easy it is to avoid contact with it. http://depesz.com/ From mike.johnson at nosm.ca Mon Jun 27 11:32:14 2011 From: mike.johnson at nosm.ca (Mike Johnson) Date: Mon, 27 Jun 2011 11:32:14 -0400 Subject: [rt-users] New Queue won't accept requestor replys Message-ID: Hi folks, I'm missing something simple, but cannot find it. I've setup a new queue. I've set permissions to what I believe most of my other queues have. For some reason a reply by email from a requestor isn't showing up in the ticket. In my testing, I've added the "ReplyToTicket" right to both places now... Configuration - Global - Group Rights Role - requestor and Configuration - Queue - Group Rights Role - requestor Is there something that would trump this? can you think of something I missed? I've tested a privileged user, existing non-privileged user, and a freshly created(auto by email submission) non-privileged user. In all cases they can create a ticket, can reply to tickets that they are not the requestor of just fine but can't reply to tickets they are the requestor on. Any thoughts on where to look would be appreciated. Thanks! Mike. -- 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From adaugherity at tamu.edu Mon Jun 27 11:56:25 2011 From: adaugherity at tamu.edu (Daugherity, Andrew W) Date: Mon, 27 Jun 2011 15:56:25 +0000 Subject: [rt-users] charts broken when searching on 'Updated' In-Reply-To: References: <900CDBAE-2EB8-407A-BFB4-C73040696327@tamu.edu> Message-ID: <7EDFD7BA-2A80-41FE-836F-DFD4E3A9671E@tamu.edu> On Jun 24, 2011, at 5:34 PM, Ruslan Zakirov wrote: > Hi, > > You can file a bug report. However, LastUpdated in the query will > solve it for you and would actually be faster than Updated. It does indeed work (and runs faster too), thanks! What exactly is the difference between Updated and LastUpdated? Is there any reason to have both presented in the search builder UI when LastUpdated clearly works better (and from what I can tell, both return the same results)? -Andrew From dario at astro.as.utexas.edu Mon Jun 27 12:06:05 2011 From: dario at astro.as.utexas.edu (Dario Landazuri) Date: Mon, 27 Jun 2011 11:06:05 -0500 Subject: [rt-users] migrating from MySQL to Postgres? In-Reply-To: References: <4E04A965.5040001@astro.as.utexas.edu> Message-ID: <4E08AA6D.1080300@astro.as.utexas.edu> Ruslan, > Here is the page from the archive: > http://wiki-archive.bestpractical.com/view/MySQLToPg Thanks. Trying to work with the last iteration of the script on there. Having some problems with encoding of attachments. Also tried doing a data-only migration using EDB's wizard after manually importing the correct schema from /etc/schema.Pg, but ran into a problem doesn't seem to respect the schema file's specifying some capital letters and creates everything in lowercase. i.e: rt4=# \d List of relations Schema | Name | Type | Owner --------+------------------------------+----------+---------- public | acl | table | postgres public | acl_id_seq | sequence | postgres public | articles | table | postgres public | articles_id_seq | sequence | postgres public | attachments | table | postgres public | attachments_id_seq | sequence | postgres public | attributes | table | postgres This screws up the wizard. Thanks, Dario -- ************************************************************ Dario Landazuri dario at astro.as.utexas.edu Systems Administrator (512) 471-3334 McDonald Observatory ************************************************************ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 6558 bytes Desc: S/MIME Cryptographic Signature URL: From ruz at bestpractical.com Mon Jun 27 12:22:08 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 27 Jun 2011 20:22:08 +0400 Subject: [rt-users] charts broken when searching on 'Updated' In-Reply-To: <7EDFD7BA-2A80-41FE-836F-DFD4E3A9671E@tamu.edu> References: <900CDBAE-2EB8-407A-BFB4-C73040696327@tamu.edu> <7EDFD7BA-2A80-41FE-836F-DFD4E3A9671E@tamu.edu> Message-ID: On Mon, Jun 27, 2011 at 7:56 PM, Daugherity, Andrew W wrote: > On Jun 24, 2011, at 5:34 PM, Ruslan Zakirov wrote: > >> Hi, >> >> You can file a bug report. However, LastUpdated in the query will >> solve it for you and would actually be faster than Updated. > > > It does indeed work (and runs faster too), thanks! > > What exactly is the difference between Updated and LastUpdated? ?Is there any reason to have both presented in the search builder UI when LastUpdated clearly works better (and from what I can tell, both return the same results)? They are really different. Updated = '2010-03-25' means "tickets that has at least one transaction on the date". "Updated" makes less sense in comparisions as it can be effectively replaced by Created or LastUpdated. > -Andrew -- Best regards, Ruslan. From betovaz at gmail.com Mon Jun 27 13:28:37 2011 From: betovaz at gmail.com (Alberto Vazquez) Date: Mon, 27 Jun 2011 10:28:37 -0700 Subject: [rt-users] RT is no longer sending Auto Replies On-Create In-Reply-To: References: Message-ID: Thanks for your reply. *#order_entry: "|/opt/rt3/bin/rt-mailgate --queue "Order Entry" --action correspond --url **http://solutioncenter.proiris.com* *" //This is what it was originally* *#rga_sc: "|/opt/rt3/bin/rt-mailgate --queue "RGARequests" --action correspond --url **http://solutioncenter.proiris.com* *" //Changed to this before getting your email.* *rga_sc: "|/usr/local/rt/bin/rt-mailgate --queue "RGARequests" --action correspond --url **http://solutioncenter.proiris.com* *" //Changed to this, since I could not locate this path* * /opt/rt3/bin/rt-mailgate * Still not sending emails. Any other ideas. Thanks, Alberto On Mon, Jun 27, 2011 at 4:35 AM, Diaulas Castro < diaulas.castro at intersolution.inf.br> wrote: > Good Morning Alberto, > Look at your alias file (/etc/aliases) and execute the command > "newaliases". > > Att. > > Diaulas Castro > Consultor Linux / Microsoft > InterSolution Inform?tica > Tel.: (55 11) 3443-1472 > www.intersolution.inf.br > Oracle Certified Partner > > > > 2011/6/24 Alberto Vazquez > >> Forgot the attachement. >> >> Thanks, >> >> Alberto >> >> On Fri, Jun 24, 2011 at 2:15 PM, Alberto Vazquez wrote: >> >>> Thanks for your reply. Please see below and the attachement. Any >>> other ideas? >>> >>> Thanks again. >>> >>> Alberto >>> >>> On Fri, Jun 24, 2011 at 11:15 AM, Diaulas Castro < >>> diaulas.castro at intersolution.inf.br> wrote: >>> >>>> >>>> Hello, >>>> 1.Look for another RT_SiteConfig.pm >>>> inside /etc/request-tracker/RT_SiteConfig.d/ for more config files >>>> >>> Unable to locate this folder. This is what I found and modified to >>> reflect the correct email address. >>> >>> >>> /home/linuxadmin/.cpan/build/RT-Authen-ExternalAuth-0.08-VLp3xw/etc/RT_SiteConfig.pm >>> >>> /home/linuxadmin/.cpan/build/RT-Authen-ExternalAuth-0.08-l9de9R/etc/RT_SiteConfig.pm >>> /home/linuxadmin/RT-Authen-ExternalAuth-0.08/etc/RT_SiteConfig.pm >>> /home/linuxadmin/rt-3.8.8/etc/RT_SiteConfig.pm >>> /root/.kde/share/apps/RecentDocuments/RT_SiteConfig.pm.desktop >>> /root/.kde/share/apps/RecentDocuments/RT_SiteConfig.pm~.desktop >>> /use/local/rt/etc/RT_SiteConfig.pm >>> /use/local/rt/etc/RT_SiteConfig.pm~ >>> /usr/local/rt/etc/RT_SiteConfig.pm >>> /usr/local/rt/etc/RT_SiteConfig.pm_bak03232011 >>> /usr/local/rt/etc/RT_SiteConfig.pm_bak062311 >>> /usr/local/rt/etc/RT_SiteConfig.pm~ >>> /usr/local/rt/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.p >>> >>> 2.Look at Queue config inside RT web interface there is one field for >>> "Reply Address". >>> >>>> See attachment. >>>> >>>> >>>> >>>>> Att. >>>>> >>>> >>>> Diaulas Castro >>>> Consultor Linux / Microsoft >>>> InterSolution Inform?tica >>>> Tel.: (55 11) 3443-1472 >>>> www.intersolution.inf.br >>>> Oracle Certified Partner >>>> >>>> >>>> 2011/6/24 Alberto Vazquez >>>> >>>>> Good Morning Guys, >>>>> >>>>> RT is no longer sending auto replies on-create. Here is what we have >>>>> changed on the RT side: >>>>> >>>>> 1. I have disabled some queues which were are using anymore. >>>>> 2. The old queues which are not been used, in Exchange we have removed >>>>> the email addresses which were been used in RT. >>>>> 3. There is only one active queue left in RT, so far the tickets gets >>>>> created but responses (emails) are been sent from RT. >>>>> >>>>> My suspicion is that I need to updated some kind of config file, which >>>>> is using some old information from the queues which are not been used any >>>>> longer. I have updated the following files: *RT_SiteConfig.pm and >>>>> fetchmail.* >>>>> >>>>> What am I missing :( >>>>> >>>>> Your ideas will be greatly appreciated. >>>>> >>>>> Sincerely, >>>>> >>>>> -- >>>>> Walk in faith! >>>>> Alberto Vazquez-Dzul >>>>> Email: betovaz at gmail.com >>>>> Mobile: (805) 444-0835 >>>>> GVoice: (805) 768-4798 >>>>> >>>>> >>>>> >>>>> -------- >>>>> 2011 Training: http://bestpractical.com/services/training.html >>>>> >>>> >>>> >>> >>> >>> -- >>> Walk in faith! >>> Alberto Vazquez-Dzul >>> Email: betovaz at gmail.com >>> Mobile: (805) 444-0835 >>> GVoice: (805) 768-4798 >>> >>> >> >> >> -- >> Walk in faith! >> Alberto Vazquez-Dzul >> Email: betovaz at gmail.com >> Mobile: (805) 444-0835 >> GVoice: (805) 768-4798 >> >> > -- Walk in faith! Alberto Vazquez-Dzul Email: betovaz at gmail.com Mobile: (805) 444-0835 GVoice: (805) 768-4798 -------------- next part -------------- An HTML attachment was scrubbed... URL: From diaulas.castro at intersolution.inf.br Mon Jun 27 13:40:33 2011 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Mon, 27 Jun 2011 14:40:33 -0300 Subject: [rt-users] RT is no longer sending Auto Replies On-Create In-Reply-To: References: Message-ID: Try this command and send output: date | mail -v -s `date` your_email at domain.com And send the last lines from /var/maillog or /var/mail.info Att. Diaulas Castro Consultor Linux / Microsoft InterSolution Inform?tica Tel.: (55 11) 3443-1472 www.intersolution.inf.br Oracle Certified Partner 2011/6/27 Alberto Vazquez > Thanks for your reply. > > *#order_entry: "|/opt/rt3/bin/rt-mailgate --queue "Order Entry" --action > correspond --url **http://solutioncenter.proiris.com* > *" //This is what it was originally* > > *#rga_sc: "|/opt/rt3/bin/rt-mailgate --queue "RGARequests" --action > correspond --url **http://solutioncenter.proiris.com* > *" //Changed to this before getting your email.* > *rga_sc: "|/usr/local/rt/bin/rt-mailgate --queue "RGARequests" --action > correspond --url **http://solutioncenter.proiris.com* > *" //Changed to this, since I could not locate this path* * > /opt/rt3/bin/rt-mailgate > * > Still not sending emails. Any other ideas. > > Thanks, > > Alberto > > > > On Mon, Jun 27, 2011 at 4:35 AM, Diaulas Castro < > diaulas.castro at intersolution.inf.br> wrote: > >> Good Morning Alberto, >> Look at your alias file (/etc/aliases) and execute the command >> "newaliases". >> >> Att. >> >> Diaulas Castro >> Consultor Linux / Microsoft >> InterSolution Inform?tica >> Tel.: (55 11) 3443-1472 >> www.intersolution.inf.br >> Oracle Certified Partner >> >> >> >> 2011/6/24 Alberto Vazquez >> >>> Forgot the attachement. >>> >>> Thanks, >>> >>> Alberto >>> >>> On Fri, Jun 24, 2011 at 2:15 PM, Alberto Vazquez wrote: >>> >>>> Thanks for your reply. Please see below and the attachement. Any >>>> other ideas? >>>> >>>> Thanks again. >>>> >>>> Alberto >>>> >>>> On Fri, Jun 24, 2011 at 11:15 AM, Diaulas Castro < >>>> diaulas.castro at intersolution.inf.br> wrote: >>>> >>>>> >>>>> Hello, >>>>> 1.Look for another RT_SiteConfig.pm >>>>> inside /etc/request-tracker/RT_SiteConfig.d/ for more config files >>>>> >>>> Unable to locate this folder. This is what I found and modified >>>> to reflect the correct email address. >>>> >>>> >>>> /home/linuxadmin/.cpan/build/RT-Authen-ExternalAuth-0.08-VLp3xw/etc/RT_SiteConfig.pm >>>> >>>> /home/linuxadmin/.cpan/build/RT-Authen-ExternalAuth-0.08-l9de9R/etc/RT_SiteConfig.pm >>>> /home/linuxadmin/RT-Authen-ExternalAuth-0.08/etc/RT_SiteConfig.pm >>>> /home/linuxadmin/rt-3.8.8/etc/RT_SiteConfig.pm >>>> /root/.kde/share/apps/RecentDocuments/RT_SiteConfig.pm.desktop >>>> /root/.kde/share/apps/RecentDocuments/RT_SiteConfig.pm~.desktop >>>> /use/local/rt/etc/RT_SiteConfig.pm >>>> /use/local/rt/etc/RT_SiteConfig.pm~ >>>> /usr/local/rt/etc/RT_SiteConfig.pm >>>> /usr/local/rt/etc/RT_SiteConfig.pm_bak03232011 >>>> /usr/local/rt/etc/RT_SiteConfig.pm_bak062311 >>>> /usr/local/rt/etc/RT_SiteConfig.pm~ >>>> /usr/local/rt/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.p >>>> >>>> 2.Look at Queue config inside RT web interface there is one field for >>>> "Reply Address". >>>> >>>>> See attachment. >>>>> >>>>> >>>>> >>>>>> Att. >>>>>> >>>>> >>>>> Diaulas Castro >>>>> Consultor Linux / Microsoft >>>>> InterSolution Inform?tica >>>>> Tel.: (55 11) 3443-1472 >>>>> www.intersolution.inf.br >>>>> Oracle Certified Partner >>>>> >>>>> >>>>> 2011/6/24 Alberto Vazquez >>>>> >>>>>> Good Morning Guys, >>>>>> >>>>>> RT is no longer sending auto replies on-create. Here is what we have >>>>>> changed on the RT side: >>>>>> >>>>>> 1. I have disabled some queues which were are using anymore. >>>>>> 2. The old queues which are not been used, in Exchange we have >>>>>> removed the email addresses which were been used in RT. >>>>>> 3. There is only one active queue left in RT, so far the tickets gets >>>>>> created but responses (emails) are been sent from RT. >>>>>> >>>>>> My suspicion is that I need to updated some kind of config file, which >>>>>> is using some old information from the queues which are not been used any >>>>>> longer. I have updated the following files: *RT_SiteConfig.pm and >>>>>> fetchmail.* >>>>>> >>>>>> What am I missing :( >>>>>> >>>>>> Your ideas will be greatly appreciated. >>>>>> >>>>>> Sincerely, >>>>>> >>>>>> -- >>>>>> Walk in faith! >>>>>> Alberto Vazquez-Dzul >>>>>> Email: betovaz at gmail.com >>>>>> Mobile: (805) 444-0835 >>>>>> GVoice: (805) 768-4798 >>>>>> >>>>>> >>>>>> >>>>>> -------- >>>>>> 2011 Training: http://bestpractical.com/services/training.html >>>>>> >>>>> >>>>> >>>> >>>> >>>> -- >>>> Walk in faith! >>>> Alberto Vazquez-Dzul >>>> Email: betovaz at gmail.com >>>> Mobile: (805) 444-0835 >>>> GVoice: (805) 768-4798 >>>> >>>> >>> >>> >>> -- >>> Walk in faith! >>> Alberto Vazquez-Dzul >>> Email: betovaz at gmail.com >>> Mobile: (805) 444-0835 >>> GVoice: (805) 768-4798 >>> >>> >> > > > -- > Walk in faith! > Alberto Vazquez-Dzul > Email: betovaz at gmail.com > Mobile: (805) 444-0835 > GVoice: (805) 768-4798 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From betovaz at gmail.com Mon Jun 27 14:30:55 2011 From: betovaz at gmail.com (Alberto Vazquez) Date: Mon, 27 Jun 2011 11:30:55 -0700 Subject: [rt-users] RT is no longer sending Auto Replies On-Create In-Reply-To: References: Message-ID: Thank you, and this is what I have under mail.log. I am not sure where www-data is coming from or how is been used. *l.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have permissions to send as this sender (in reply to MAIL FROM command)) Jun 26 23:00:02 usch-apps-p056 postfix/cleanup[31240]: 71F38C04FB: message-id=<**20110627060002.71F38C04FB at usch-apps-p056.proiris.com*<20110627060002.71F38C04FB at usch-apps-p056.proiris.com> *> Jun 26 23:00:02 usch-apps-p056 postfix/qmgr[1270]: 71F38C04FB: from=<>, size=3486, nrcpt=1 (queue active) Jun 26 23:00:02 usch-apps-p056 postfix/bounce[31243]: 5E3C0C0460: sender non-delivery notification: 71F38C04FB Jun 26 23:00:02 usch-apps-p056 postfix/qmgr[1270]: 5E3C0C0460: removed Jun 26 23:00:02 usch-apps-p056 postfix/smtp[31244]: 71F38C04FB: to=<** www-data at proiris.com* *>, relay=mail.proiris.com[10.1.128.117]:25, delay=0.04, delays=0.02/0.01/0.01/0.01, dsn=5.7.1, status=bounced (host mail.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have permissions to send as this sender (in reply to end of DATA command)) Jun 26 23:00:02 usch-apps-p056 postfix/qmgr[1270]: 71F38C04FB: removed Jun 26 23:45:02 usch-apps-p056 postfix/pickup[31625]: 8EC8BC0460: uid=33 from= Jun 26 23:45:02 usch-apps-p056 postfix/cleanup[31626]: 8EC8BC0460: message-id=<**rt-3.8.8-23491-1309157102-1375.18457-17-0 at proiris.com* *> Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: 8EC8BC0460: from=<** www-data at proiris.com* *>, size=1467, nrcpt=1 (queue active) Jun 26 23:45:02 usch-apps-p056 postfix/smtp[31628]: 8EC8BC0460: to=<** michael.kohout at medista.cz* *>, relay= mail.proiris.com[10.1.128.117]:25, delay=0.07, delays=0.04/0.01/0.01/0, dsn=5.7.1, status=bounced (host mail.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have permissions to send as this sender (in reply to MAIL FROM command)) Jun 26 23:45:02 usch-apps-p056 postfix/cleanup[31626]: A06D4C04FB: message-id=<**20110627064502.A06D4C04FB at usch-apps-p056.proiris.com*<20110627064502.A06D4C04FB at usch-apps-p056.proiris.com> *> Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: A06D4C04FB: from=<>, size=3562, nrcpt=1 (queue active) Jun 26 23:45:02 usch-apps-p056 postfix/bounce[31629]: 8EC8BC0460: sender non-delivery notification: A06D4C04FB Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: 8EC8BC0460: removed Jun 26 23:45:02 usch-apps-p056 postfix/smtp[31630]: A06D4C04FB: to=<** www-data at proiris.com* *>, relay=mail.proiris.com[10.1.128.117]:25, delay=0.03, delays=0.01/0/0.01/0.01, dsn=5.7.1, status=bounced (host mail.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have permissions to send as this sender (in reply to end of DATA command)) Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: A06D4C04FB: removed Jun 27 07:40:02 usch-apps-p056 postfix/pickup[2604]: 4370BC0460: uid=33 from=* On Mon, Jun 27, 2011 at 10:40 AM, Diaulas Castro < diaulas.castro at intersolution.inf.br> wrote: > Try this command and send output: > date | mail -v -s `date` your_email at domain.com > > And send the last lines from /var/maillog or /var/mail.info > > Att. > > Diaulas Castro > Consultor Linux / Microsoft > InterSolution Inform?tica > Tel.: (55 11) 3443-1472 > www.intersolution.inf.br > Oracle Certified Partner > > > > 2011/6/27 Alberto Vazquez > >> Thanks for your reply. >> >> *#order_entry: "|/opt/rt3/bin/rt-mailgate --queue "Order Entry" --action >> correspond --url **http://solutioncenter.proiris.com* >> *" //This is what it was originally* >> >> *#rga_sc: "|/opt/rt3/bin/rt-mailgate --queue "RGARequests" --action >> correspond --url **http://solutioncenter.proiris.com* >> *" //Changed to this before getting your email.* >> *rga_sc: "|/usr/local/rt/bin/rt-mailgate --queue "RGARequests" --action >> correspond --url **http://solutioncenter.proiris.com* >> *" //Changed to this, since I could not locate this path* * >> /opt/rt3/bin/rt-mailgate >> * >> Still not sending emails. Any other ideas. >> >> Thanks, >> >> Alberto >> >> >> >> On Mon, Jun 27, 2011 at 4:35 AM, Diaulas Castro < >> diaulas.castro at intersolution.inf.br> wrote: >> >>> Good Morning Alberto, >>> Look at your alias file (/etc/aliases) and execute the command >>> "newaliases". >>> >>> Att. >>> >>> Diaulas Castro >>> Consultor Linux / Microsoft >>> InterSolution Inform?tica >>> Tel.: (55 11) 3443-1472 >>> www.intersolution.inf.br >>> Oracle Certified Partner >>> >>> >>> >>> 2011/6/24 Alberto Vazquez >>> >>>> Forgot the attachement. >>>> >>>> Thanks, >>>> >>>> Alberto >>>> >>>> On Fri, Jun 24, 2011 at 2:15 PM, Alberto Vazquez wrote: >>>> >>>>> Thanks for your reply. Please see below and the attachement. Any >>>>> other ideas? >>>>> >>>>> Thanks again. >>>>> >>>>> Alberto >>>>> >>>>> On Fri, Jun 24, 2011 at 11:15 AM, Diaulas Castro < >>>>> diaulas.castro at intersolution.inf.br> wrote: >>>>> >>>>>> >>>>>> Hello, >>>>>> 1.Look for another RT_SiteConfig.pm >>>>>> inside /etc/request-tracker/RT_SiteConfig.d/ for more config files >>>>>> >>>>> Unable to locate this folder. This is what I found and modified >>>>> to reflect the correct email address. >>>>> >>>>> >>>>> /home/linuxadmin/.cpan/build/RT-Authen-ExternalAuth-0.08-VLp3xw/etc/RT_SiteConfig.pm >>>>> >>>>> /home/linuxadmin/.cpan/build/RT-Authen-ExternalAuth-0.08-l9de9R/etc/RT_SiteConfig.pm >>>>> /home/linuxadmin/RT-Authen-ExternalAuth-0.08/etc/RT_SiteConfig.pm >>>>> /home/linuxadmin/rt-3.8.8/etc/RT_SiteConfig.pm >>>>> /root/.kde/share/apps/RecentDocuments/RT_SiteConfig.pm.desktop >>>>> /root/.kde/share/apps/RecentDocuments/RT_SiteConfig.pm~.desktop >>>>> /use/local/rt/etc/RT_SiteConfig.pm >>>>> /use/local/rt/etc/RT_SiteConfig.pm~ >>>>> /usr/local/rt/etc/RT_SiteConfig.pm >>>>> /usr/local/rt/etc/RT_SiteConfig.pm_bak03232011 >>>>> /usr/local/rt/etc/RT_SiteConfig.pm_bak062311 >>>>> /usr/local/rt/etc/RT_SiteConfig.pm~ >>>>> /usr/local/rt/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.p >>>>> >>>>> 2.Look at Queue config inside RT web interface there is one field for >>>>> "Reply Address". >>>>> >>>>>> See attachment. >>>>>> >>>>>> >>>>>> >>>>>>> Att. >>>>>>> >>>>>> >>>>>> Diaulas Castro >>>>>> Consultor Linux / Microsoft >>>>>> InterSolution Inform?tica >>>>>> Tel.: (55 11) 3443-1472 >>>>>> www.intersolution.inf.br >>>>>> Oracle Certified Partner >>>>>> >>>>>> >>>>>> 2011/6/24 Alberto Vazquez >>>>>> >>>>>>> Good Morning Guys, >>>>>>> >>>>>>> RT is no longer sending auto replies on-create. Here is what we have >>>>>>> changed on the RT side: >>>>>>> >>>>>>> 1. I have disabled some queues which were are using anymore. >>>>>>> 2. The old queues which are not been used, in Exchange we have >>>>>>> removed the email addresses which were been used in RT. >>>>>>> 3. There is only one active queue left in RT, so far the tickets >>>>>>> gets created but responses (emails) are been sent from RT. >>>>>>> >>>>>>> My suspicion is that I need to updated some kind of config file, >>>>>>> which is using some old information from the queues which are not been used >>>>>>> any longer. I have updated the following files: *RT_SiteConfig.pm >>>>>>> and fetchmail.* >>>>>>> >>>>>>> What am I missing :( >>>>>>> >>>>>>> Your ideas will be greatly appreciated. >>>>>>> >>>>>>> Sincerely, >>>>>>> >>>>>>> -- >>>>>>> Walk in faith! >>>>>>> Alberto Vazquez-Dzul >>>>>>> Email: betovaz at gmail.com >>>>>>> Mobile: (805) 444-0835 >>>>>>> GVoice: (805) 768-4798 >>>>>>> >>>>>>> >>>>>>> >>>>>>> -------- >>>>>>> 2011 Training: http://bestpractical.com/services/training.html >>>>>>> >>>>>> >>>>>> >>>>> >>>>> >>>>> -- >>>>> Walk in faith! >>>>> Alberto Vazquez-Dzul >>>>> Email: betovaz at gmail.com >>>>> Mobile: (805) 444-0835 >>>>> GVoice: (805) 768-4798 >>>>> >>>>> >>>> >>>> >>>> -- >>>> Walk in faith! >>>> Alberto Vazquez-Dzul >>>> Email: betovaz at gmail.com >>>> Mobile: (805) 444-0835 >>>> GVoice: (805) 768-4798 >>>> >>>> >>> >> >> >> -- >> Walk in faith! >> Alberto Vazquez-Dzul >> Email: betovaz at gmail.com >> Mobile: (805) 444-0835 >> GVoice: (805) 768-4798 >> >> > -- Walk in faith! Alberto Vazquez-Dzul Email: betovaz at gmail.com Mobile: (805) 444-0835 GVoice: (805) 768-4798 -------------- next part -------------- An HTML attachment was scrubbed... URL: From diaulas.castro at intersolution.inf.br Mon Jun 27 14:53:22 2011 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Mon, 27 Jun 2011 15:53:22 -0300 Subject: [rt-users] RT is no longer sending Auto Replies On-Create In-Reply-To: References: Message-ID: Hey Alberto, Your SMTP server is blocking your message, your server is sending email as www-data at domain. Wich service are you using to send email? postfix/sendmail? There is 2 solutions, create some sort of white list on your SMTP server or look at postfix/sendmail configuration. On sendmail i believe that /etc/mail/access is the correct path where you set mail auth options. Sorry, english isnt my native language. Att. Diaulas Castro Consultor Linux / Microsoft InterSolution Inform?tica Tel.: (55 11) 3443-1472 www.intersolution.inf.br Oracle Certified Partner 2011/6/27 Alberto Vazquez > Thank you, and this is what I have under mail.log. I am not sure where > www-data is coming from or how is been used. > > > *l.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have > permissions to send as this sender (in reply to MAIL FROM command)) > Jun 26 23:00:02 usch-apps-p056 postfix/cleanup[31240]: 71F38C04FB: > message-id=<**20110627060002.71F38C04FB at usch-apps-p056.proiris.com*<20110627060002.71F38C04FB at usch-apps-p056.proiris.com> > *> > Jun 26 23:00:02 usch-apps-p056 postfix/qmgr[1270]: 71F38C04FB: from=<>, > size=3486, nrcpt=1 (queue active) > Jun 26 23:00:02 usch-apps-p056 postfix/bounce[31243]: 5E3C0C0460: sender > non-delivery notification: 71F38C04FB > Jun 26 23:00:02 usch-apps-p056 postfix/qmgr[1270]: 5E3C0C0460: removed > Jun 26 23:00:02 usch-apps-p056 postfix/smtp[31244]: 71F38C04FB: to=<** > www-data at proiris.com* *>, relay=mail.proiris.com[10.1.128.117]:25, > delay=0.04, delays=0.02/0.01/0.01/0.01, dsn=5.7.1, status=bounced (host > mail.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have > permissions to send as this sender (in reply to end of DATA command)) > Jun 26 23:00:02 usch-apps-p056 postfix/qmgr[1270]: 71F38C04FB: removed > Jun 26 23:45:02 usch-apps-p056 postfix/pickup[31625]: 8EC8BC0460: uid=33 > from= > Jun 26 23:45:02 usch-apps-p056 postfix/cleanup[31626]: 8EC8BC0460: > message-id=<**rt-3.8.8-23491-1309157102-1375.18457-17-0 at proiris.com* > *> > Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: 8EC8BC0460: from=<** > www-data at proiris.com* *>, size=1467, nrcpt=1 (queue > active) > Jun 26 23:45:02 usch-apps-p056 postfix/smtp[31628]: 8EC8BC0460: to=<** > michael.kohout at medista.cz* *>, relay= > mail.proiris.com[10.1.128.117]:25, delay=0.07, delays=0.04/0.01/0.01/0, > dsn=5.7.1, status=bounced (host mail.proiris.com[10.1.128.117] said: 550 > 5.7.1 Client does not have permissions to send as this sender (in reply to > MAIL FROM command)) > Jun 26 23:45:02 usch-apps-p056 postfix/cleanup[31626]: A06D4C04FB: > message-id=<**20110627064502.A06D4C04FB at usch-apps-p056.proiris.com*<20110627064502.A06D4C04FB at usch-apps-p056.proiris.com> > *> > Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: A06D4C04FB: from=<>, > size=3562, nrcpt=1 (queue active) > Jun 26 23:45:02 usch-apps-p056 postfix/bounce[31629]: 8EC8BC0460: sender > non-delivery notification: A06D4C04FB > Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: 8EC8BC0460: removed > Jun 26 23:45:02 usch-apps-p056 postfix/smtp[31630]: A06D4C04FB: to=<** > www-data at proiris.com* *>, relay=mail.proiris.com[10.1.128.117]:25, > delay=0.03, delays=0.01/0/0.01/0.01, dsn=5.7.1, status=bounced (host > mail.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have > permissions to send as this sender (in reply to end of DATA command)) > Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: A06D4C04FB: removed > Jun 27 07:40:02 usch-apps-p056 postfix/pickup[2604]: 4370BC0460: uid=33 > from=* > > > > > > On Mon, Jun 27, 2011 at 10:40 AM, Diaulas Castro < > diaulas.castro at intersolution.inf.br> wrote: > >> Try this command and send output: >> date | mail -v -s `date` your_email at domain.com >> >> And send the last lines from /var/maillog or /var/mail.info >> >> Att. >> >> Diaulas Castro >> Consultor Linux / Microsoft >> InterSolution Inform?tica >> Tel.: (55 11) 3443-1472 >> www.intersolution.inf.br >> Oracle Certified Partner >> >> >> >> 2011/6/27 Alberto Vazquez >> >>> Thanks for your reply. >>> >>> *#order_entry: "|/opt/rt3/bin/rt-mailgate --queue "Order Entry" --action >>> correspond --url **http://solutioncenter.proiris.com* >>> *" //This is what it was originally* >>> >>> *#rga_sc: "|/opt/rt3/bin/rt-mailgate --queue "RGARequests" --action >>> correspond --url **http://solutioncenter.proiris.com* >>> *" //Changed to this before getting your email.* >>> *rga_sc: "|/usr/local/rt/bin/rt-mailgate --queue "RGARequests" --action >>> correspond --url **http://solutioncenter.proiris.com* >>> *" //Changed to this, since I could not locate this path* * >>> /opt/rt3/bin/rt-mailgate >>> * >>> Still not sending emails. Any other ideas. >>> >>> Thanks, >>> >>> Alberto >>> >>> >>> >>> On Mon, Jun 27, 2011 at 4:35 AM, Diaulas Castro < >>> diaulas.castro at intersolution.inf.br> wrote: >>> >>>> Good Morning Alberto, >>>> Look at your alias file (/etc/aliases) and execute the command >>>> "newaliases". >>>> >>>> Att. >>>> >>>> Diaulas Castro >>>> Consultor Linux / Microsoft >>>> InterSolution Inform?tica >>>> Tel.: (55 11) 3443-1472 >>>> www.intersolution.inf.br >>>> Oracle Certified Partner >>>> >>>> >>>> >>>> 2011/6/24 Alberto Vazquez >>>> >>>>> Forgot the attachement. >>>>> >>>>> Thanks, >>>>> >>>>> Alberto >>>>> >>>>> On Fri, Jun 24, 2011 at 2:15 PM, Alberto Vazquez wrote: >>>>> >>>>>> Thanks for your reply. Please see below and the attachement. Any >>>>>> other ideas? >>>>>> >>>>>> Thanks again. >>>>>> >>>>>> Alberto >>>>>> >>>>>> On Fri, Jun 24, 2011 at 11:15 AM, Diaulas Castro < >>>>>> diaulas.castro at intersolution.inf.br> wrote: >>>>>> >>>>>>> >>>>>>> Hello, >>>>>>> 1.Look for another RT_SiteConfig.pm >>>>>>> inside /etc/request-tracker/RT_SiteConfig.d/ for more config files >>>>>>> >>>>>> Unable to locate this folder. This is what I found and modified >>>>>> to reflect the correct email address. >>>>>> >>>>>> >>>>>> /home/linuxadmin/.cpan/build/RT-Authen-ExternalAuth-0.08-VLp3xw/etc/RT_SiteConfig.pm >>>>>> >>>>>> /home/linuxadmin/.cpan/build/RT-Authen-ExternalAuth-0.08-l9de9R/etc/RT_SiteConfig.pm >>>>>> /home/linuxadmin/RT-Authen-ExternalAuth-0.08/etc/RT_SiteConfig.pm >>>>>> /home/linuxadmin/rt-3.8.8/etc/RT_SiteConfig.pm >>>>>> /root/.kde/share/apps/RecentDocuments/RT_SiteConfig.pm.desktop >>>>>> /root/.kde/share/apps/RecentDocuments/RT_SiteConfig.pm~.desktop >>>>>> /use/local/rt/etc/RT_SiteConfig.pm >>>>>> /use/local/rt/etc/RT_SiteConfig.pm~ >>>>>> /usr/local/rt/etc/RT_SiteConfig.pm >>>>>> /usr/local/rt/etc/RT_SiteConfig.pm_bak03232011 >>>>>> /usr/local/rt/etc/RT_SiteConfig.pm_bak062311 >>>>>> /usr/local/rt/etc/RT_SiteConfig.pm~ >>>>>> /usr/local/rt/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.p >>>>>> >>>>>> >>>>>> 2.Look at Queue config inside RT web interface there is one field for >>>>>> "Reply Address". >>>>>> >>>>>>> See attachment. >>>>>>> >>>>>>> >>>>>>> >>>>>>>> Att. >>>>>>>> >>>>>>> >>>>>>> Diaulas Castro >>>>>>> Consultor Linux / Microsoft >>>>>>> InterSolution Inform?tica >>>>>>> Tel.: (55 11) 3443-1472 >>>>>>> www.intersolution.inf.br >>>>>>> Oracle Certified Partner >>>>>>> >>>>>>> >>>>>>> 2011/6/24 Alberto Vazquez >>>>>>> >>>>>>>> Good Morning Guys, >>>>>>>> >>>>>>>> RT is no longer sending auto replies on-create. Here is what we >>>>>>>> have changed on the RT side: >>>>>>>> >>>>>>>> 1. I have disabled some queues which were are using anymore. >>>>>>>> 2. The old queues which are not been used, in Exchange we have >>>>>>>> removed the email addresses which were been used in RT. >>>>>>>> 3. There is only one active queue left in RT, so far the tickets >>>>>>>> gets created but responses (emails) are been sent from RT. >>>>>>>> >>>>>>>> My suspicion is that I need to updated some kind of config file, >>>>>>>> which is using some old information from the queues which are not been used >>>>>>>> any longer. I have updated the following files: *RT_SiteConfig.pm >>>>>>>> and fetchmail.* >>>>>>>> >>>>>>>> What am I missing :( >>>>>>>> >>>>>>>> Your ideas will be greatly appreciated. >>>>>>>> >>>>>>>> Sincerely, >>>>>>>> >>>>>>>> -- >>>>>>>> Walk in faith! >>>>>>>> Alberto Vazquez-Dzul >>>>>>>> Email: betovaz at gmail.com >>>>>>>> Mobile: (805) 444-0835 >>>>>>>> GVoice: (805) 768-4798 >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> -------- >>>>>>>> 2011 Training: http://bestpractical.com/services/training.html >>>>>>>> >>>>>>> >>>>>>> >>>>>> >>>>>> >>>>>> -- >>>>>> Walk in faith! >>>>>> Alberto Vazquez-Dzul >>>>>> Email: betovaz at gmail.com >>>>>> Mobile: (805) 444-0835 >>>>>> GVoice: (805) 768-4798 >>>>>> >>>>>> >>>>> >>>>> >>>>> -- >>>>> Walk in faith! >>>>> Alberto Vazquez-Dzul >>>>> Email: betovaz at gmail.com >>>>> Mobile: (805) 444-0835 >>>>> GVoice: (805) 768-4798 >>>>> >>>>> >>>> >>> >>> >>> -- >>> Walk in faith! >>> Alberto Vazquez-Dzul >>> Email: betovaz at gmail.com >>> Mobile: (805) 444-0835 >>> GVoice: (805) 768-4798 >>> >>> >> > > > -- > Walk in faith! > Alberto Vazquez-Dzul > Email: betovaz at gmail.com > Mobile: (805) 444-0835 > GVoice: (805) 768-4798 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From CLasater at taleo.com Mon Jun 27 15:25:46 2011 From: CLasater at taleo.com (Christopher Lasater) Date: Mon, 27 Jun 2011 15:25:46 -0400 Subject: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket Message-ID: <23037DC22CE8C3428E7636883099F1AA6F9D887763@JXVXMP01.wwcorp.net> Hello, Not sure if this is normal, but I have a Queue set up so that when a ticket is created it will automatically create another ticket for Approval. This seems to be working well, since the original ticket is immediately created with a Dependency for the Approval ticket. If I try to Resolve the ticket before the approval process I get a dependency error, which is what I expect, but if I reject the approval I can then resolve the original ticket. Shouldnt I get an error message at this point saying it cannot be resolved and needs to be rejected? Or have the approval automatically reject/close/resolve the original ticket? Thanks Christopher Lasater Technology Analyst I Taleo T. 904.520.6046 E. clasater at taleo.com TALEO This email and any attachments thereto may contain private, confidential, and privileged material for the sole use of the intended recipient named in the original email to which this message was attached. Any review, copying, or distribution of this email (or any attachments thereto) by others is strictly prohibited. If you are not the intended recipient, please return this email to the sender immediately and permanently delete the original and any copies of this email and any attachments thereto. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 38501 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 475 bytes Desc: not available URL: From kfcrocker at lbl.gov Mon Jun 27 16:11:39 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 27 Jun 2011 13:11:39 -0700 Subject: [rt-users] New Queue won't accept requestor replys In-Reply-To: References: Message-ID: Mike, On first glance, I'd say the "Requestor" did NOT include a RT::Queue address when responding. Either the "To:" or a "Cc:" or even a "Bcc:" needs to have the RT Queue address in order for RT to get the response. On TOP of that, the ticket number needs to be referenced in the subject line or RT will create a new ticket with that response instead of putting it into ticket history. That's at "First Glance". Hope this helps. Kenn LBNL On Mon, Jun 27, 2011 at 8:32 AM, Mike Johnson wrote: > Hi folks, > > I'm missing something simple, but cannot find it. > > I've setup a new queue. I've set permissions to what I believe most of my > other queues have. > > For some reason a reply by email from a requestor isn't showing up in the > ticket. > > In my testing, I've added the "ReplyToTicket" right to both places now... > > Configuration - Global - Group Rights > Role > - requestor > > and > > Configuration - Queue - Group Rights > Role > - requestor > > > Is there something that would trump this? can you think of something I > missed? > > I've tested a privileged user, existing non-privileged user, and a freshly > created(auto by email submission) non-privileged user. In all cases they can > create a ticket, can reply to tickets that they are not the requestor of > just fine but can't reply to tickets they are the requestor on. > > Any thoughts on where to look would be appreciated. > > Thanks! > Mike. > -- > 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at edwardfrye.com Mon Jun 27 16:11:54 2011 From: rt at edwardfrye.com (Edward Frye) Date: Mon, 27 Jun 2011 13:11:54 -0700 Subject: [rt-users] CustomField clearing via REST request CF.{FieldName}: In-Reply-To: References: Message-ID: In my script, the CF name was wrong, I was able to achieve what I need by simply overwriting the values with the correct ones. On Fri, Jun 24, 2011 at 5:55 PM, Edward Frye wrote: > I am writing some scripts to update tickets and Custom Fields with data, > but I would like to clear those fields prior to updating them > if I issue a POST command with something like > * > * > > content=id: ticket/4327 > CF.{AffectedUser}: NewUserID > CF.{AffectedManager}: NewManagerID > > It works great, however, if I already have information in the > CF.{AffectedUser} field of that ticket, say for example, I had the user and > manager in the same field, it won't remove the manager. > > I have attempted to search for this in the email archives and came up blank > or unanswered questions so far. > > I have over 2000 tickets where I need to separate User from Manager and > they are currently both in the same CF > > Thanks, > -------------- next part -------------- An HTML attachment was scrubbed... URL: From raubvogel at gmail.com Mon Jun 27 16:30:41 2011 From: raubvogel at gmail.com (Mauricio Tavares) Date: Mon, 27 Jun 2011 16:30:41 -0400 Subject: [rt-users] RT-Extension-CommandByMail 0.9 Not processing commands in RT 3.6.7 (Plugins problems?) In-Reply-To: References: Message-ID: On Mon, Jun 27, 2011 at 6:36 AM, Mauricio Tavares wrote: > While I wait on ubuntu to release RT 4 (I assume I can go from 3.6.7 > straight to 4; I could be wrong here), which would hopefully take care > of https://bugs.launchpad.net/ubuntu/+source/request-tracker3.8/+bug/444046, > I am testing RT-Extension-CommandByMail 0.9 in 3.6.7. Before you ask, > no I can't just download RT from best practical; I have to deal with > packages provided by ubuntu. > > So, the first question is how do I set those plugins up? Having > > Set(@MailPlugins, qw( > Auth::MailFrom > Filter::TakeAction > )); > Set(@Plugins, qw( > RT::Extension::CommandByMail > )); > > In RT_SiteConfig.pm seem to do nothing, but at least causes no harm > (cheerfully ignored). Reading > http://comments.gmane.org/gmane.comp.bug-tracking.request-tracker.user/59470, > I also tried > > use Auth::MailFrom; > use Filter::TakeAction > use RT::Extension::CommandByMail; > > which caused RT not to start. What else should I try? > BTW, here is my RT_SiteConfig.pm file showing the different attemps to include the plugins. -------------- next part -------------- A non-text attachment was scrubbed... Name: RT_SiteConfig.pm Type: application/octet-stream Size: 3302 bytes Desc: not available URL: From betovaz at gmail.com Mon Jun 27 17:23:41 2011 From: betovaz at gmail.com (Alberto Vazquez) Date: Mon, 27 Jun 2011 14:23:41 -0700 Subject: [rt-users] RT is no longer sending Auto Replies On-Create In-Reply-To: References: Message-ID: Dialas, I want to say we that we are using sendmail. At least, that is according to the config attached. I will try what you've suggested, and in the mean time, could you please take a look at configuration and see if there is something else that I can check. Sincerely, Alberto On Mon, Jun 27, 2011 at 11:53 AM, Diaulas Castro < diaulas.castro at intersolution.inf.br> wrote: > Hey Alberto, > Your SMTP server is blocking your message, your server is sending email > as www-data at domain. > Wich service are you using to send email? postfix/sendmail? > > There is 2 solutions, create some sort of white list on your SMTP server > or look at postfix/sendmail configuration. > On sendmail i believe that /etc/mail/access is the correct path where you > set mail auth options. > > Sorry, english isnt my native language. > > Att. > > Diaulas Castro > Consultor Linux / Microsoft > InterSolution Inform?tica > Tel.: (55 11) 3443-1472 > www.intersolution.inf.br > Oracle Certified Partner > > > > 2011/6/27 Alberto Vazquez > >> Thank you, and this is what I have under mail.log. I am not sure where >> www-data is coming from or how is been used. >> >> >> *l.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have >> permissions to send as this sender (in reply to MAIL FROM command)) >> Jun 26 23:00:02 usch-apps-p056 postfix/cleanup[31240]: 71F38C04FB: >> message-id=<**20110627060002.71F38C04FB at usch-apps-p056.proiris.com*<20110627060002.71F38C04FB at usch-apps-p056.proiris.com> >> *> >> Jun 26 23:00:02 usch-apps-p056 postfix/qmgr[1270]: 71F38C04FB: from=<>, >> size=3486, nrcpt=1 (queue active) >> Jun 26 23:00:02 usch-apps-p056 postfix/bounce[31243]: 5E3C0C0460: sender >> non-delivery notification: 71F38C04FB >> Jun 26 23:00:02 usch-apps-p056 postfix/qmgr[1270]: 5E3C0C0460: removed >> Jun 26 23:00:02 usch-apps-p056 postfix/smtp[31244]: 71F38C04FB: to=<** >> www-data at proiris.com* *>, relay=mail.proiris.com[10.1.128.117]:25, >> delay=0.04, delays=0.02/0.01/0.01/0.01, dsn=5.7.1, status=bounced (host >> mail.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have >> permissions to send as this sender (in reply to end of DATA command)) >> Jun 26 23:00:02 usch-apps-p056 postfix/qmgr[1270]: 71F38C04FB: removed >> Jun 26 23:45:02 usch-apps-p056 postfix/pickup[31625]: 8EC8BC0460: uid=33 >> from= >> Jun 26 23:45:02 usch-apps-p056 postfix/cleanup[31626]: 8EC8BC0460: >> message-id=<**rt-3.8.8-23491-1309157102-1375.18457-17-0 at proiris.com* >> *> >> Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: 8EC8BC0460: from=<** >> www-data at proiris.com* *>, size=1467, nrcpt=1 (queue >> active) >> Jun 26 23:45:02 usch-apps-p056 postfix/smtp[31628]: 8EC8BC0460: to=<** >> michael.kohout at medista.cz* *>, relay= >> mail.proiris.com[10.1.128.117]:25, delay=0.07, delays=0.04/0.01/0.01/0, >> dsn=5.7.1, status=bounced (host mail.proiris.com[10.1.128.117] said: 550 >> 5.7.1 Client does not have permissions to send as this sender (in reply to >> MAIL FROM command)) >> Jun 26 23:45:02 usch-apps-p056 postfix/cleanup[31626]: A06D4C04FB: >> message-id=<**20110627064502.A06D4C04FB at usch-apps-p056.proiris.com*<20110627064502.A06D4C04FB at usch-apps-p056.proiris.com> >> *> >> Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: A06D4C04FB: from=<>, >> size=3562, nrcpt=1 (queue active) >> Jun 26 23:45:02 usch-apps-p056 postfix/bounce[31629]: 8EC8BC0460: sender >> non-delivery notification: A06D4C04FB >> Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: 8EC8BC0460: removed >> Jun 26 23:45:02 usch-apps-p056 postfix/smtp[31630]: A06D4C04FB: to=<** >> www-data at proiris.com* *>, relay=mail.proiris.com[10.1.128.117]:25, >> delay=0.03, delays=0.01/0/0.01/0.01, dsn=5.7.1, status=bounced (host >> mail.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have >> permissions to send as this sender (in reply to end of DATA command)) >> Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: A06D4C04FB: removed >> Jun 27 07:40:02 usch-apps-p056 postfix/pickup[2604]: 4370BC0460: uid=33 >> from=* >> >> >> >> >> >> On Mon, Jun 27, 2011 at 10:40 AM, Diaulas Castro < >> diaulas.castro at intersolution.inf.br> wrote: >> >>> Try this command and send output: >>> date | mail -v -s `date` your_email at domain.com >>> >>> And send the last lines from /var/maillog or /var/mail.info >>> >>> Att. >>> >>> Diaulas Castro >>> Consultor Linux / Microsoft >>> InterSolution Inform?tica >>> Tel.: (55 11) 3443-1472 >>> www.intersolution.inf.br >>> Oracle Certified Partner >>> >>> >>> >>> 2011/6/27 Alberto Vazquez >>> >>>> Thanks for your reply. >>>> >>>> *#order_entry: "|/opt/rt3/bin/rt-mailgate --queue "Order Entry" >>>> --action correspond --url **http://solutioncenter.proiris.com* >>>> *" //This is what it was originally* >>>> >>>> *#rga_sc: "|/opt/rt3/bin/rt-mailgate --queue "RGARequests" --action >>>> correspond --url **http://solutioncenter.proiris.com* >>>> *" //Changed to this before getting your email.* >>>> *rga_sc: "|/usr/local/rt/bin/rt-mailgate --queue "RGARequests" --action >>>> correspond --url **http://solutioncenter.proiris.com* >>>> *" //Changed to this, since I could not locate this path* * >>>> /opt/rt3/bin/rt-mailgate >>>> * >>>> Still not sending emails. Any other ideas. >>>> >>>> Thanks, >>>> >>>> Alberto >>>> >>>> >>>> >>>> On Mon, Jun 27, 2011 at 4:35 AM, Diaulas Castro < >>>> diaulas.castro at intersolution.inf.br> wrote: >>>> >>>>> Good Morning Alberto, >>>>> Look at your alias file (/etc/aliases) and execute the command >>>>> "newaliases". >>>>> >>>>> Att. >>>>> >>>>> Diaulas Castro >>>>> Consultor Linux / Microsoft >>>>> InterSolution Inform?tica >>>>> Tel.: (55 11) 3443-1472 >>>>> www.intersolution.inf.br >>>>> Oracle Certified Partner >>>>> >>>>> >>>>> >>>>> 2011/6/24 Alberto Vazquez >>>>> >>>>>> Forgot the attachement. >>>>>> >>>>>> Thanks, >>>>>> >>>>>> Alberto >>>>>> >>>>>> On Fri, Jun 24, 2011 at 2:15 PM, Alberto Vazquez >>>>> > wrote: >>>>>> >>>>>>> Thanks for your reply. Please see below and the attachement. Any >>>>>>> other ideas? >>>>>>> >>>>>>> Thanks again. >>>>>>> >>>>>>> Alberto >>>>>>> >>>>>>> On Fri, Jun 24, 2011 at 11:15 AM, Diaulas Castro < >>>>>>> diaulas.castro at intersolution.inf.br> wrote: >>>>>>> >>>>>>>> >>>>>>>> Hello, >>>>>>>> 1.Look for another RT_SiteConfig.pm >>>>>>>> inside /etc/request-tracker/RT_SiteConfig.d/ for more config files >>>>>>>> >>>>>>> Unable to locate this folder. This is what I found and >>>>>>> modified to reflect the correct email address. >>>>>>> >>>>>>> >>>>>>> /home/linuxadmin/.cpan/build/RT-Authen-ExternalAuth-0.08-VLp3xw/etc/RT_SiteConfig.pm >>>>>>> >>>>>>> /home/linuxadmin/.cpan/build/RT-Authen-ExternalAuth-0.08-l9de9R/etc/RT_SiteConfig.pm >>>>>>> /home/linuxadmin/RT-Authen-ExternalAuth-0.08/etc/RT_SiteConfig.pm >>>>>>> /home/linuxadmin/rt-3.8.8/etc/RT_SiteConfig.pm >>>>>>> /root/.kde/share/apps/RecentDocuments/RT_SiteConfig.pm.desktop >>>>>>> /root/.kde/share/apps/RecentDocuments/RT_SiteConfig.pm~.desktop >>>>>>> /use/local/rt/etc/RT_SiteConfig.pm >>>>>>> /use/local/rt/etc/RT_SiteConfig.pm~ >>>>>>> /usr/local/rt/etc/RT_SiteConfig.pm >>>>>>> /usr/local/rt/etc/RT_SiteConfig.pm_bak03232011 >>>>>>> /usr/local/rt/etc/RT_SiteConfig.pm_bak062311 >>>>>>> /usr/local/rt/etc/RT_SiteConfig.pm~ >>>>>>> /usr/local/rt/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.p >>>>>>> >>>>>>> >>>>>>> 2.Look at Queue config inside RT web interface there is one field for >>>>>>> "Reply Address". >>>>>>> >>>>>>>> See attachment. >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>>> Att. >>>>>>>>> >>>>>>>> >>>>>>>> Diaulas Castro >>>>>>>> Consultor Linux / Microsoft >>>>>>>> InterSolution Inform?tica >>>>>>>> Tel.: (55 11) 3443-1472 >>>>>>>> www.intersolution.inf.br >>>>>>>> Oracle Certified Partner >>>>>>>> >>>>>>>> >>>>>>>> 2011/6/24 Alberto Vazquez >>>>>>>> >>>>>>>>> Good Morning Guys, >>>>>>>>> >>>>>>>>> RT is no longer sending auto replies on-create. Here is what we >>>>>>>>> have changed on the RT side: >>>>>>>>> >>>>>>>>> 1. I have disabled some queues which were are using anymore. >>>>>>>>> 2. The old queues which are not been used, in Exchange we have >>>>>>>>> removed the email addresses which were been used in RT. >>>>>>>>> 3. There is only one active queue left in RT, so far the tickets >>>>>>>>> gets created but responses (emails) are been sent from RT. >>>>>>>>> >>>>>>>>> My suspicion is that I need to updated some kind of config file, >>>>>>>>> which is using some old information from the queues which are not been used >>>>>>>>> any longer. I have updated the following files: *RT_SiteConfig.pm >>>>>>>>> and fetchmail.* >>>>>>>>> >>>>>>>>> What am I missing :( >>>>>>>>> >>>>>>>>> Your ideas will be greatly appreciated. >>>>>>>>> >>>>>>>>> Sincerely, >>>>>>>>> >>>>>>>>> -- >>>>>>>>> Walk in faith! >>>>>>>>> Alberto Vazquez-Dzul >>>>>>>>> Email: betovaz at gmail.com >>>>>>>>> Mobile: (805) 444-0835 >>>>>>>>> GVoice: (805) 768-4798 >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> -------- >>>>>>>>> 2011 Training: http://bestpractical.com/services/training.html >>>>>>>>> >>>>>>>> >>>>>>>> >>>>>>> >>>>>>> >>>>>>> -- >>>>>>> Walk in faith! >>>>>>> Alberto Vazquez-Dzul >>>>>>> Email: betovaz at gmail.com >>>>>>> Mobile: (805) 444-0835 >>>>>>> GVoice: (805) 768-4798 >>>>>>> >>>>>>> >>>>>> >>>>>> >>>>>> -- >>>>>> Walk in faith! >>>>>> Alberto Vazquez-Dzul >>>>>> Email: betovaz at gmail.com >>>>>> Mobile: (805) 444-0835 >>>>>> GVoice: (805) 768-4798 >>>>>> >>>>>> >>>>> >>>> >>>> >>>> -- >>>> Walk in faith! >>>> Alberto Vazquez-Dzul >>>> Email: betovaz at gmail.com >>>> Mobile: (805) 444-0835 >>>> GVoice: (805) 768-4798 >>>> >>>> >>> >> >> >> -- >> Walk in faith! >> Alberto Vazquez-Dzul >> Email: betovaz at gmail.com >> Mobile: (805) 444-0835 >> GVoice: (805) 768-4798 >> >> > -- Walk in faith! Alberto Vazquez-Dzul Email: betovaz at gmail.com Mobile: (805) 444-0835 GVoice: (805) 768-4798 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: RT_Configuration.xls Type: application/vnd.ms-excel Size: 40960 bytes Desc: not available URL: From dario at astro.as.utexas.edu Mon Jun 27 17:30:27 2011 From: dario at astro.as.utexas.edu (Dario Landazuri) Date: Mon, 27 Jun 2011 16:30:27 -0500 Subject: [rt-users] Edward Groenendaal? Message-ID: <4E08F673.4080505@astro.as.utexas.edu> Out of curiosity, is Edward Groenendaal still following this list? Couldn't tell going through the list subscribers... Would like to chat with you about your script found here: http://wiki-archive.bestpractical.com/view/MySQLToPg Cheers, Dario -- ************************************************************ Dario Landazuri dario at astro.as.utexas.edu Systems Administrator (512) 471-3334 McDonald Observatory ************************************************************ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 6558 bytes Desc: S/MIME Cryptographic Signature URL: From betovaz at gmail.com Mon Jun 27 19:24:42 2011 From: betovaz at gmail.com (Alberto Vazquez) Date: Mon, 27 Jun 2011 16:24:42 -0700 Subject: [rt-users] RT is no longer sending Auto Replies On-Create In-Reply-To: References: Message-ID: OK ... I am about to ready to "throw in the towel" .... I am not sure how all of this is suppose to work. I aware that RT somehow use dovecot, sendmail and postfix. Nothing has changed on the Exchange side, so I am not sure why I am getting the *"Client does not have permissions to send as this sender (in reply to end of DATA command))" *error. It has to be something so simple, but I am not sure where to make the change so that it works. I have modified everything (I think) and I am still missing something, since RT still fails to send emails out. Here are some logs. Thanks for all of your help. *From: /var/log/messages **Jun 27 15:51:16 usch-apps-p056 RT: <** rt-3.8.8-1569-1309215076-1897.18466-38-0 at proiris.com* *> #18466/274432 - Scrip 38 On Resolve Notify Others (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300) Jun 27 15:51:16 usch-apps-p056 RT: <** rt-3.8.8-1569-1309215076-1897.18466-38-0 at proiris.com* *> No recipients found. Not sending. (/usr/local/rt/bin/../lib/RT/Interface/Email.pm:352) Jun 27 15:51:16 usch-apps-p056 RT: <** rt-3.8.8-1569-1309215076-949.18466-16-0 at proiris.com* *> #18466/274432 - Scrip 16 On Resolve Notify Requestors (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300) Jun 27 15:51:16 usch-apps-p056 RT: <** rt-3.8.8-1569-1309215076-949.18466-16-0 at proiris.com* *> sent To: **Alberto.Vazquez at proiris.com* *(/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:331) Jun 27 15:51:26 usch-apps-p056 RT: <** rt-3.8.8-1569-1309215086-1261.18465-38-0 at proiris.com* *> #18465/274435 - Scrip 38 On Resolve Notify Others (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300) Jun 27 15:51:26 usch-apps-p056 RT: <** rt-3.8.8-1569-1309215086-1261.18465-38-0 at proiris.com* *> No recipients found. Not sending. (/usr/local/rt/bin/../lib/RT/Interface/Email.pm:352) Jun 27 15:51:26 usch-apps-p056 RT: <** rt-3.8.8-1569-1309215086-1202.18465-16-0 at proiris.com* *> #18465/274435 - Scrip 16 On Resolve Notify Requestors (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300) Jun 27 15:51:26 usch-apps-p056 RT: <** rt-3.8.8-1569-1309215086-1202.18465-16-0 at proiris.com* *> sent To: **Alberto.Vazquez at proiris.com* *(/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:331) Jun 27 16:10:02 usch-apps-p056 RT: <** rt-3.8.8-1965-1309216202-929.18467-17-0 at proiris.com* *> #18467/274441 - Scrip 17 On Create Autoreply To Requestors (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300) Jun 27 16:10:02 usch-apps-p056 RT: <** rt-3.8.8-1965-1309216202-929.18467-17-0 at proiris.com* *> sent To: **Alberto.Vazquez at proiris.com* *(/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:331) Jun 27 16:10:02 usch-apps-p056 RT: Ticket 18467 created in queue 'RGARequests' by avazquez (/usr/local/rt/bin/../lib/RT/Ticket_Overlay.pm:671) Jun 27 16:15:20 usch-apps-p056 RT: <** rt-3.8.8-1564-1309216520-1490.18467-38-0 at proiris.com* *> #18467/274444 - Scrip 38 On Resolve Notify Others (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300) Jun 27 16:15:20 usch-apps-p056 RT: <** rt-3.8.8-1564-1309216520-1490.18467-38-0 at proiris.com* *> No recipients found. Not sending. (/usr/local/rt/bin/../lib/RT/Interface/Email.pm:352) Jun 27 16:15:20 usch-apps-p056 RT: <** rt-3.8.8-1564-1309216520-1767.18467-16-0 at proiris.com* *> #18467/274444 - Scrip 16 On Resolve Notify Requestors (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300) Jun 27 16:15:20 usch-apps-p056 RT: <** rt-3.8.8-1564-1309216520-1767.18467-16-0 at proiris.com* *> sent To: **Alberto.Vazquez at proiris.com* *(/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:331) * *From: /var/log/mail.info* *Jun 27 16:10:02 usch-apps-p056 postfix/qmgr[1913]: EAF00C0518: removed Jun 27 16:15:20 usch-apps-p056 postfix/pickup[1912]: 3681CC0516: uid=33 from= Jun 27 16:15:20 usch-apps-p056 postfix/cleanup[2054]: 3681CC0516: message-id=<**rt-3.8.8-1564-1309216520-1767.18467-16-0 at proiris.com* *> Jun 27 16:15:20 usch-apps-p056 postfix/qmgr[1913]: 3681CC0516: from=<** www-data at proiris.com* *>, size=1179, nrcpt=1 (queue active) Jun 27 16:15:20 usch-apps-p056 postfix/smtp[2056]: warning: database /etc/postfix/generic.db is older than source file /etc/postfix/generic Jun 27 16:15:20 usch-apps-p056 postfix/smtp[2056]: 3681CC0516: to=<** Alberto.Vazquez at proiris.com* *>, relay= mail.proiris.com[10.1.128.117]:25, delay=0.07, delays=0.04/0.01/0.01/0, dsn=5.7.1, status=bounced (host mail.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have permissions to send as this sender (in reply to MAIL FROM command)) Jun 27 16:15:20 usch-apps-p056 postfix/cleanup[2054]: 4A944C0518: message-id=<**20110627231520.4A944C0518 at usch-apps-p056.proiris.com*<20110627231520.4A944C0518 at usch-apps-p056.proiris.com> *> Jun 27 16:15:20 usch-apps-p056 postfix/qmgr[1913]: 4A944C0518: from=<>, size=3278, nrcpt=1 (queue active) Jun 27 16:15:20 usch-apps-p056 postfix/bounce[2057]: 3681CC0516: sender non-delivery notification: 4A944C0518 Jun 27 16:15:20 usch-apps-p056 postfix/qmgr[1913]: 3681CC0516: removed Jun 27 16:15:20 usch-apps-p056 postfix/smtp[2056]: 4A944C0518: to=<** www-data at proiris.com* *>, relay=mail.proiris.com[10.1.128.117]:25, delay=0.03, delays=0.01/0/0.01/0.01, dsn=5.7.1, status=bounced (host mail.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have permissions to send as this sender (in reply to end of DATA command)) Jun 27 16:15:20 usch-apps-p056 postfix/qmgr[1913]: 4A944C0518: removed * On Mon, Jun 27, 2011 at 2:23 PM, Alberto Vazquez wrote: > Dialas, > > I want to say we that we are using sendmail. At least, that is according > to the config attached. > > I will try what you've suggested, and in the mean time, could you please > take a look at configuration and see if there is something else that I can > check. > > Sincerely, > > Alberto > > > On Mon, Jun 27, 2011 at 11:53 AM, Diaulas Castro < > diaulas.castro at intersolution.inf.br> wrote: > >> Hey Alberto, >> Your SMTP server is blocking your message, your server is sending >> email as www-data at domain. >> Wich service are you using to send email? postfix/sendmail? >> >> There is 2 solutions, create some sort of white list on your SMTP server >> or look at postfix/sendmail configuration. >> On sendmail i believe that /etc/mail/access is the correct path where >> you set mail auth options. >> >> Sorry, english isnt my native language. >> >> Att. >> >> Diaulas Castro >> Consultor Linux / Microsoft >> InterSolution Inform?tica >> Tel.: (55 11) 3443-1472 >> www.intersolution.inf.br >> Oracle Certified Partner >> >> >> >> 2011/6/27 Alberto Vazquez >> >>> Thank you, and this is what I have under mail.log. I am not sure where >>> www-data is coming from or how is been used. >>> >>> >>> *l.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have >>> permissions to send as this sender (in reply to MAIL FROM command)) >>> Jun 26 23:00:02 usch-apps-p056 postfix/cleanup[31240]: 71F38C04FB: >>> message-id=<**20110627060002.71F38C04FB at usch-apps-p056.proiris.com*<20110627060002.71F38C04FB at usch-apps-p056.proiris.com> >>> *> >>> Jun 26 23:00:02 usch-apps-p056 postfix/qmgr[1270]: 71F38C04FB: from=<>, >>> size=3486, nrcpt=1 (queue active) >>> Jun 26 23:00:02 usch-apps-p056 postfix/bounce[31243]: 5E3C0C0460: sender >>> non-delivery notification: 71F38C04FB >>> Jun 26 23:00:02 usch-apps-p056 postfix/qmgr[1270]: 5E3C0C0460: removed >>> Jun 26 23:00:02 usch-apps-p056 postfix/smtp[31244]: 71F38C04FB: to=<** >>> www-data at proiris.com* *>, relay=mail.proiris.com[10.1.128.117]:25, >>> delay=0.04, delays=0.02/0.01/0.01/0.01, dsn=5.7.1, status=bounced (host >>> mail.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have >>> permissions to send as this sender (in reply to end of DATA command)) >>> Jun 26 23:00:02 usch-apps-p056 postfix/qmgr[1270]: 71F38C04FB: removed >>> Jun 26 23:45:02 usch-apps-p056 postfix/pickup[31625]: 8EC8BC0460: uid=33 >>> from= >>> Jun 26 23:45:02 usch-apps-p056 postfix/cleanup[31626]: 8EC8BC0460: >>> message-id=<**rt-3.8.8-23491-1309157102-1375.18457-17-0 at proiris.com* >>> *> >>> Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: 8EC8BC0460: from=<** >>> www-data at proiris.com* *>, size=1467, nrcpt=1 >>> (queue active) >>> Jun 26 23:45:02 usch-apps-p056 postfix/smtp[31628]: 8EC8BC0460: to=<** >>> michael.kohout at medista.cz* *>, relay= >>> mail.proiris.com[10.1.128.117]:25, delay=0.07, delays=0.04/0.01/0.01/0, >>> dsn=5.7.1, status=bounced (host mail.proiris.com[10.1.128.117] said: 550 >>> 5.7.1 Client does not have permissions to send as this sender (in reply to >>> MAIL FROM command)) >>> Jun 26 23:45:02 usch-apps-p056 postfix/cleanup[31626]: A06D4C04FB: >>> message-id=<**20110627064502.A06D4C04FB at usch-apps-p056.proiris.com*<20110627064502.A06D4C04FB at usch-apps-p056.proiris.com> >>> *> >>> Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: A06D4C04FB: from=<>, >>> size=3562, nrcpt=1 (queue active) >>> Jun 26 23:45:02 usch-apps-p056 postfix/bounce[31629]: 8EC8BC0460: sender >>> non-delivery notification: A06D4C04FB >>> Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: 8EC8BC0460: removed >>> Jun 26 23:45:02 usch-apps-p056 postfix/smtp[31630]: A06D4C04FB: to=<** >>> www-data at proiris.com* *>, relay=mail.proiris.com[10.1.128.117]:25, >>> delay=0.03, delays=0.01/0/0.01/0.01, dsn=5.7.1, status=bounced (host >>> mail.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have >>> permissions to send as this sender (in reply to end of DATA command)) >>> Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: A06D4C04FB: removed >>> Jun 27 07:40:02 usch-apps-p056 postfix/pickup[2604]: 4370BC0460: uid=33 >>> from=* >>> >>> >>> >>> >>> >>> On Mon, Jun 27, 2011 at 10:40 AM, Diaulas Castro < >>> diaulas.castro at intersolution.inf.br> wrote: >>> >>>> Try this command and send output: >>>> date | mail -v -s `date` your_email at domain.com >>>> >>>> And send the last lines from /var/maillog or /var/mail.info >>>> >>>> Att. >>>> >>>> Diaulas Castro >>>> Consultor Linux / Microsoft >>>> InterSolution Inform?tica >>>> Tel.: (55 11) 3443-1472 >>>> www.intersolution.inf.br >>>> Oracle Certified Partner >>>> >>>> >>>> >>>> 2011/6/27 Alberto Vazquez >>>> >>>>> Thanks for your reply. >>>>> >>>>> *#order_entry: "|/opt/rt3/bin/rt-mailgate --queue "Order Entry" >>>>> --action correspond --url **http://solutioncenter.proiris.com* >>>>> *" //This is what it was originally* >>>>> >>>>> *#rga_sc: "|/opt/rt3/bin/rt-mailgate --queue "RGARequests" --action >>>>> correspond --url **http://solutioncenter.proiris.com* >>>>> *" //Changed to this before getting your email.* >>>>> *rga_sc: "|/usr/local/rt/bin/rt-mailgate --queue "RGARequests" >>>>> --action correspond --url **http://solutioncenter.proiris.com* >>>>> *" //Changed to this, since I could not locate this path* * >>>>> /opt/rt3/bin/rt-mailgate >>>>> * >>>>> Still not sending emails. Any other ideas. >>>>> >>>>> Thanks, >>>>> >>>>> Alberto >>>>> >>>>> >>>>> >>>>> On Mon, Jun 27, 2011 at 4:35 AM, Diaulas Castro < >>>>> diaulas.castro at intersolution.inf.br> wrote: >>>>> >>>>>> Good Morning Alberto, >>>>>> Look at your alias file (/etc/aliases) and execute the command >>>>>> "newaliases". >>>>>> >>>>>> Att. >>>>>> >>>>>> Diaulas Castro >>>>>> Consultor Linux / Microsoft >>>>>> InterSolution Inform?tica >>>>>> Tel.: (55 11) 3443-1472 >>>>>> www.intersolution.inf.br >>>>>> Oracle Certified Partner >>>>>> >>>>>> >>>>>> >>>>>> 2011/6/24 Alberto Vazquez >>>>>> >>>>>>> Forgot the attachement. >>>>>>> >>>>>>> Thanks, >>>>>>> >>>>>>> Alberto >>>>>>> >>>>>>> On Fri, Jun 24, 2011 at 2:15 PM, Alberto Vazquez < >>>>>>> betovaz at gmail.com> wrote: >>>>>>> >>>>>>>> Thanks for your reply. Please see below and the attachement. Any >>>>>>>> other ideas? >>>>>>>> >>>>>>>> Thanks again. >>>>>>>> >>>>>>>> Alberto >>>>>>>> >>>>>>>> On Fri, Jun 24, 2011 at 11:15 AM, Diaulas Castro < >>>>>>>> diaulas.castro at intersolution.inf.br> wrote: >>>>>>>> >>>>>>>>> >>>>>>>>> Hello, >>>>>>>>> 1.Look for another RT_SiteConfig.pm >>>>>>>>> inside /etc/request-tracker/RT_SiteConfig.d/ for more config files >>>>>>>>> >>>>>>>> Unable to locate this folder. This is what I found and >>>>>>>> modified to reflect the correct email address. >>>>>>>> >>>>>>>> >>>>>>>> /home/linuxadmin/.cpan/build/RT-Authen-ExternalAuth-0.08-VLp3xw/etc/RT_SiteConfig.pm >>>>>>>> >>>>>>>> /home/linuxadmin/.cpan/build/RT-Authen-ExternalAuth-0.08-l9de9R/etc/RT_SiteConfig.pm >>>>>>>> /home/linuxadmin/RT-Authen-ExternalAuth-0.08/etc/RT_SiteConfig.pm >>>>>>>> /home/linuxadmin/rt-3.8.8/etc/RT_SiteConfig.pm >>>>>>>> /root/.kde/share/apps/RecentDocuments/RT_SiteConfig.pm.desktop >>>>>>>> /root/.kde/share/apps/RecentDocuments/RT_SiteConfig.pm~.desktop >>>>>>>> /use/local/rt/etc/RT_SiteConfig.pm >>>>>>>> /use/local/rt/etc/RT_SiteConfig.pm~ >>>>>>>> /usr/local/rt/etc/RT_SiteConfig.pm >>>>>>>> /usr/local/rt/etc/RT_SiteConfig.pm_bak03232011 >>>>>>>> /usr/local/rt/etc/RT_SiteConfig.pm_bak062311 >>>>>>>> /usr/local/rt/etc/RT_SiteConfig.pm~ >>>>>>>> /usr/local/rt/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.p >>>>>>>> >>>>>>>> >>>>>>>> 2.Look at Queue config inside RT web interface there is one field >>>>>>>> for "Reply Address". >>>>>>>> >>>>>>>>> See attachment. >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>>> Att. >>>>>>>>>> >>>>>>>>> >>>>>>>>> Diaulas Castro >>>>>>>>> Consultor Linux / Microsoft >>>>>>>>> InterSolution Inform?tica >>>>>>>>> Tel.: (55 11) 3443-1472 >>>>>>>>> www.intersolution.inf.br >>>>>>>>> Oracle Certified Partner >>>>>>>>> >>>>>>>>> >>>>>>>>> 2011/6/24 Alberto Vazquez >>>>>>>>> >>>>>>>>>> Good Morning Guys, >>>>>>>>>> >>>>>>>>>> RT is no longer sending auto replies on-create. Here is what we >>>>>>>>>> have changed on the RT side: >>>>>>>>>> >>>>>>>>>> 1. I have disabled some queues which were are using anymore. >>>>>>>>>> 2. The old queues which are not been used, in Exchange we have >>>>>>>>>> removed the email addresses which were been used in RT. >>>>>>>>>> 3. There is only one active queue left in RT, so far the tickets >>>>>>>>>> gets created but responses (emails) are been sent from RT. >>>>>>>>>> >>>>>>>>>> My suspicion is that I need to updated some kind of config file, >>>>>>>>>> which is using some old information from the queues which are not been used >>>>>>>>>> any longer. I have updated the following files: *RT_SiteConfig.pm >>>>>>>>>> and fetchmail.* >>>>>>>>>> >>>>>>>>>> What am I missing :( >>>>>>>>>> >>>>>>>>>> Your ideas will be greatly appreciated. >>>>>>>>>> >>>>>>>>>> Sincerely, >>>>>>>>>> >>>>>>>>>> -- >>>>>>>>>> Walk in faith! >>>>>>>>>> Alberto Vazquez-Dzul >>>>>>>>>> Email: betovaz at gmail.com >>>>>>>>>> Mobile: (805) 444-0835 >>>>>>>>>> GVoice: (805) 768-4798 >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> -------- >>>>>>>>>> 2011 Training: http://bestpractical.com/services/training.html >>>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> -- >>>>>>>> Walk in faith! >>>>>>>> Alberto Vazquez-Dzul >>>>>>>> Email: betovaz at gmail.com >>>>>>>> Mobile: (805) 444-0835 >>>>>>>> GVoice: (805) 768-4798 >>>>>>>> >>>>>>>> >>>>>>> >>>>>>> >>>>>>> -- >>>>>>> Walk in faith! >>>>>>> Alberto Vazquez-Dzul >>>>>>> Email: betovaz at gmail.com >>>>>>> Mobile: (805) 444-0835 >>>>>>> GVoice: (805) 768-4798 >>>>>>> >>>>>>> >>>>>> >>>>> >>>>> >>>>> -- >>>>> Walk in faith! >>>>> Alberto Vazquez-Dzul >>>>> Email: betovaz at gmail.com >>>>> Mobile: (805) 444-0835 >>>>> GVoice: (805) 768-4798 >>>>> >>>>> >>>> >>> >>> >>> -- >>> Walk in faith! >>> Alberto Vazquez-Dzul >>> Email: betovaz at gmail.com >>> Mobile: (805) 444-0835 >>> GVoice: (805) 768-4798 >>> >>> >> > > > -- > Walk in faith! > Alberto Vazquez-Dzul > Email: betovaz at gmail.com > Mobile: (805) 444-0835 > GVoice: (805) 768-4798 > > -- Walk in faith! Alberto Vazquez-Dzul Email: betovaz at gmail.com Mobile: (805) 444-0835 GVoice: (805) 768-4798 -------------- next part -------------- An HTML attachment was scrubbed... URL: From natxo.asenjo at gmail.com Tue Jun 28 05:56:43 2011 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Tue, 28 Jun 2011 11:56:43 +0200 Subject: [rt-users] RT is no longer sending Auto Replies On-Create In-Reply-To: References: Message-ID: On Tue, Jun 28, 2011 at 1:24 AM, Alberto Vazquez wrote: > OK ... I am about to ready to "throw in the towel"? ....? I am not sure how > all of this is suppose to work.? I aware that RT somehow use dovecot, > sendmail and postfix.? Nothing has changed on the Exchange side, so I am not > sure why I am getting the "Client does not have permissions to send as this > sender (in reply to end of DATA command))" error. > I have modified everything (I think) and I am still missing something, since > RT still fails to send emails out.? Here are some logs. > > Thanks for all of your help. > Jun 27 16:15:20 usch-apps-p056 postfix/smtp[2056]: 3681CC0516: > to=, relay=mail.proiris.com[10.1.128.117]:25, > delay=0.07, delays=0.04/0.01/0.01/0, dsn=5.7.1, status=bounced (host > mail.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have > permissions to send as this sender (in reply to MAIL FROM command)) > Jun 27 16:15:20 usch-apps-p056 postfix/cleanup[2054]: 4A944C0518: there is your problem. The smtp server mail.proiris.com does not allow your rt smtp server to relay e-mail. This is no rt problem, get in touch with your e-mail admin and ask him to help you fix this problem. -- natxo From diaulas.castro at intersolution.inf.br Tue Jun 28 08:29:55 2011 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Tue, 28 Jun 2011 09:29:55 -0300 Subject: [rt-users] RT is no longer sending Auto Replies On-Create In-Reply-To: References: Message-ID: On Exchange allow your RT server to relay by ip or configure postfix/sendmail to use some account to authenticate on exchange. Maybe we are getting false positives, these email from www-data are not confirmed that they was "RT" mail. Maybe they are just cron or system reports... Att. Diaulas Castro Consultor Linux / Microsoft InterSolution Inform?tica Tel.: (55 11) 3443-1472 www.intersolution.inf.br Oracle Certified Partner 2011/6/27 Alberto Vazquez > OK ... I am about to ready to "throw in the towel" .... I am not sure how > all of this is suppose to work. I aware that RT somehow use dovecot, > sendmail and postfix. Nothing has changed on the Exchange side, so I am not > sure why I am getting the *"Client does not have permissions to send as > this sender (in reply to end of DATA command))" *error. > > It has to be something so simple, but I am not sure where to make the > change so that it works. > > I have modified everything (I think) and I am still missing something, > since RT still fails to send emails out. Here are some logs. > > Thanks for all of your help. > > *From: /var/log/messages > **Jun 27 15:51:16 usch-apps-p056 RT: <** > rt-3.8.8-1569-1309215076-1897.18466-38-0 at proiris.com* > *> #18466/274432 - Scrip 38 On Resolve Notify Others > (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300) > Jun 27 15:51:16 usch-apps-p056 RT: <** > rt-3.8.8-1569-1309215076-1897.18466-38-0 at proiris.com* > *> No recipients found. Not sending. > (/usr/local/rt/bin/../lib/RT/Interface/Email.pm:352) > Jun 27 15:51:16 usch-apps-p056 RT: <** > rt-3.8.8-1569-1309215076-949.18466-16-0 at proiris.com* > *> #18466/274432 - Scrip 16 On Resolve Notify Requestors > (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300) > Jun 27 15:51:16 usch-apps-p056 RT: <** > rt-3.8.8-1569-1309215076-949.18466-16-0 at proiris.com* > *> sent To: **Alberto.Vazquez at proiris.com* *(/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:331) > Jun 27 15:51:26 usch-apps-p056 RT: <** > rt-3.8.8-1569-1309215086-1261.18465-38-0 at proiris.com* > *> #18465/274435 - Scrip 38 On Resolve Notify Others > (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300) > Jun 27 15:51:26 usch-apps-p056 RT: <** > rt-3.8.8-1569-1309215086-1261.18465-38-0 at proiris.com* > *> No recipients found. Not sending. > (/usr/local/rt/bin/../lib/RT/Interface/Email.pm:352) > Jun 27 15:51:26 usch-apps-p056 RT: <** > rt-3.8.8-1569-1309215086-1202.18465-16-0 at proiris.com* > *> #18465/274435 - Scrip 16 On Resolve Notify Requestors > (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300) > Jun 27 15:51:26 usch-apps-p056 RT: <** > rt-3.8.8-1569-1309215086-1202.18465-16-0 at proiris.com* > *> sent To: **Alberto.Vazquez at proiris.com* *(/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:331) > Jun 27 16:10:02 usch-apps-p056 RT: <** > rt-3.8.8-1965-1309216202-929.18467-17-0 at proiris.com* > *> #18467/274441 - Scrip 17 On Create Autoreply To Requestors > (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300) > Jun 27 16:10:02 usch-apps-p056 RT: <** > rt-3.8.8-1965-1309216202-929.18467-17-0 at proiris.com* > *> sent To: **Alberto.Vazquez at proiris.com* *(/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:331) > Jun 27 16:10:02 usch-apps-p056 RT: Ticket 18467 created in queue > 'RGARequests' by avazquez > (/usr/local/rt/bin/../lib/RT/Ticket_Overlay.pm:671) > Jun 27 16:15:20 usch-apps-p056 RT: <** > rt-3.8.8-1564-1309216520-1490.18467-38-0 at proiris.com* > *> #18467/274444 - Scrip 38 On Resolve Notify Others > (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300) > Jun 27 16:15:20 usch-apps-p056 RT: <** > rt-3.8.8-1564-1309216520-1490.18467-38-0 at proiris.com* > *> No recipients found. Not sending. > (/usr/local/rt/bin/../lib/RT/Interface/Email.pm:352) > Jun 27 16:15:20 usch-apps-p056 RT: <** > rt-3.8.8-1564-1309216520-1767.18467-16-0 at proiris.com* > *> #18467/274444 - Scrip 16 On Resolve Notify Requestors > (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300) > Jun 27 16:15:20 usch-apps-p056 RT: <** > rt-3.8.8-1564-1309216520-1767.18467-16-0 at proiris.com* > *> sent To: **Alberto.Vazquez at proiris.com* *(/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:331) > * > > *From: /var/log/mail.info* > *Jun 27 16:10:02 usch-apps-p056 postfix/qmgr[1913]: EAF00C0518: removed > Jun 27 16:15:20 usch-apps-p056 postfix/pickup[1912]: 3681CC0516: uid=33 > from= > Jun 27 16:15:20 usch-apps-p056 postfix/cleanup[2054]: 3681CC0516: > message-id=<**rt-3.8.8-1564-1309216520-1767.18467-16-0 at proiris.com* > *> > Jun 27 16:15:20 usch-apps-p056 postfix/qmgr[1913]: 3681CC0516: from=<** > www-data at proiris.com* *>, size=1179, nrcpt=1 (queue > active) > Jun 27 16:15:20 usch-apps-p056 postfix/smtp[2056]: warning: database > /etc/postfix/generic.db is older than source file /etc/postfix/generic > Jun 27 16:15:20 usch-apps-p056 postfix/smtp[2056]: 3681CC0516: to=<** > Alberto.Vazquez at proiris.com* *>, relay= > mail.proiris.com[10.1.128.117]:25, delay=0.07, delays=0.04/0.01/0.01/0, > dsn=5.7.1, status=bounced (host mail.proiris.com[10.1.128.117] said: 550 > 5.7.1 Client does not have permissions to send as this sender (in reply to > MAIL FROM command)) > Jun 27 16:15:20 usch-apps-p056 postfix/cleanup[2054]: 4A944C0518: > message-id=<**20110627231520.4A944C0518 at usch-apps-p056.proiris.com*<20110627231520.4A944C0518 at usch-apps-p056.proiris.com> > *> > Jun 27 16:15:20 usch-apps-p056 postfix/qmgr[1913]: 4A944C0518: from=<>, > size=3278, nrcpt=1 (queue active) > Jun 27 16:15:20 usch-apps-p056 postfix/bounce[2057]: 3681CC0516: sender > non-delivery notification: 4A944C0518 > Jun 27 16:15:20 usch-apps-p056 postfix/qmgr[1913]: 3681CC0516: removed > Jun 27 16:15:20 usch-apps-p056 postfix/smtp[2056]: 4A944C0518: to=<** > www-data at proiris.com* *>, relay=mail.proiris.com[10.1.128.117]:25, > delay=0.03, delays=0.01/0/0.01/0.01, dsn=5.7.1, status=bounced (host > mail.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have > permissions to send as this sender (in reply to end of DATA command)) > Jun 27 16:15:20 usch-apps-p056 postfix/qmgr[1913]: 4A944C0518: removed > > * > > > > > > > > > On Mon, Jun 27, 2011 at 2:23 PM, Alberto Vazquez wrote: > >> Dialas, >> >> I want to say we that we are using sendmail. At least, that is according >> to the config attached. >> >> I will try what you've suggested, and in the mean time, could you please >> take a look at configuration and see if there is something else that I can >> check. >> >> Sincerely, >> >> Alberto >> >> >> On Mon, Jun 27, 2011 at 11:53 AM, Diaulas Castro < >> diaulas.castro at intersolution.inf.br> wrote: >> >>> Hey Alberto, >>> Your SMTP server is blocking your message, your server is sending >>> email as www-data at domain. >>> Wich service are you using to send email? postfix/sendmail? >>> >>> There is 2 solutions, create some sort of white list on your SMTP >>> server or look at postfix/sendmail configuration. >>> On sendmail i believe that /etc/mail/access is the correct path where >>> you set mail auth options. >>> >>> Sorry, english isnt my native language. >>> >>> Att. >>> >>> Diaulas Castro >>> Consultor Linux / Microsoft >>> InterSolution Inform?tica >>> Tel.: (55 11) 3443-1472 >>> www.intersolution.inf.br >>> Oracle Certified Partner >>> >>> >>> >>> 2011/6/27 Alberto Vazquez >>> >>>> Thank you, and this is what I have under mail.log. I am not sure where >>>> www-data is coming from or how is been used. >>>> >>>> >>>> *l.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have >>>> permissions to send as this sender (in reply to MAIL FROM command)) >>>> Jun 26 23:00:02 usch-apps-p056 postfix/cleanup[31240]: 71F38C04FB: >>>> message-id=<**20110627060002.71F38C04FB at usch-apps-p056.proiris.com*<20110627060002.71F38C04FB at usch-apps-p056.proiris.com> >>>> *> >>>> Jun 26 23:00:02 usch-apps-p056 postfix/qmgr[1270]: 71F38C04FB: from=<>, >>>> size=3486, nrcpt=1 (queue active) >>>> Jun 26 23:00:02 usch-apps-p056 postfix/bounce[31243]: 5E3C0C0460: sender >>>> non-delivery notification: 71F38C04FB >>>> Jun 26 23:00:02 usch-apps-p056 postfix/qmgr[1270]: 5E3C0C0460: removed >>>> Jun 26 23:00:02 usch-apps-p056 postfix/smtp[31244]: 71F38C04FB: to=<** >>>> www-data at proiris.com* *>, relay=mail.proiris.com[10.1.128.117]:25, >>>> delay=0.04, delays=0.02/0.01/0.01/0.01, dsn=5.7.1, status=bounced (host >>>> mail.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have >>>> permissions to send as this sender (in reply to end of DATA command)) >>>> Jun 26 23:00:02 usch-apps-p056 postfix/qmgr[1270]: 71F38C04FB: removed >>>> Jun 26 23:45:02 usch-apps-p056 postfix/pickup[31625]: 8EC8BC0460: uid=33 >>>> from= >>>> Jun 26 23:45:02 usch-apps-p056 postfix/cleanup[31626]: 8EC8BC0460: >>>> message-id=<**rt-3.8.8-23491-1309157102-1375.18457-17-0 at proiris.com* >>>> *> >>>> Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: 8EC8BC0460: from=<** >>>> www-data at proiris.com* *>, size=1467, nrcpt=1 >>>> (queue active) >>>> Jun 26 23:45:02 usch-apps-p056 postfix/smtp[31628]: 8EC8BC0460: to=<** >>>> michael.kohout at medista.cz* *>, relay= >>>> mail.proiris.com[10.1.128.117]:25, delay=0.07, delays=0.04/0.01/0.01/0, >>>> dsn=5.7.1, status=bounced (host mail.proiris.com[10.1.128.117] said: >>>> 550 5.7.1 Client does not have permissions to send as this sender (in reply >>>> to MAIL FROM command)) >>>> Jun 26 23:45:02 usch-apps-p056 postfix/cleanup[31626]: A06D4C04FB: >>>> message-id=<**20110627064502.A06D4C04FB at usch-apps-p056.proiris.com*<20110627064502.A06D4C04FB at usch-apps-p056.proiris.com> >>>> *> >>>> Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: A06D4C04FB: from=<>, >>>> size=3562, nrcpt=1 (queue active) >>>> Jun 26 23:45:02 usch-apps-p056 postfix/bounce[31629]: 8EC8BC0460: sender >>>> non-delivery notification: A06D4C04FB >>>> Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: 8EC8BC0460: removed >>>> Jun 26 23:45:02 usch-apps-p056 postfix/smtp[31630]: A06D4C04FB: to=<** >>>> www-data at proiris.com* *>, relay=mail.proiris.com[10.1.128.117]:25, >>>> delay=0.03, delays=0.01/0/0.01/0.01, dsn=5.7.1, status=bounced (host >>>> mail.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have >>>> permissions to send as this sender (in reply to end of DATA command)) >>>> Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: A06D4C04FB: removed >>>> Jun 27 07:40:02 usch-apps-p056 postfix/pickup[2604]: 4370BC0460: uid=33 >>>> from=* >>>> >>>> >>>> >>>> >>>> >>>> On Mon, Jun 27, 2011 at 10:40 AM, Diaulas Castro < >>>> diaulas.castro at intersolution.inf.br> wrote: >>>> >>>>> Try this command and send output: >>>>> date | mail -v -s `date` your_email at domain.com >>>>> >>>>> And send the last lines from /var/maillog or /var/mail.info >>>>> >>>>> Att. >>>>> >>>>> Diaulas Castro >>>>> Consultor Linux / Microsoft >>>>> InterSolution Inform?tica >>>>> Tel.: (55 11) 3443-1472 >>>>> www.intersolution.inf.br >>>>> Oracle Certified Partner >>>>> >>>>> >>>>> >>>>> 2011/6/27 Alberto Vazquez >>>>> >>>>>> Thanks for your reply. >>>>>> >>>>>> *#order_entry: "|/opt/rt3/bin/rt-mailgate --queue "Order Entry" >>>>>> --action correspond --url **http://solutioncenter.proiris.com* >>>>>> *" //This is what it was originally* >>>>>> >>>>>> *#rga_sc: "|/opt/rt3/bin/rt-mailgate --queue "RGARequests" --action >>>>>> correspond --url **http://solutioncenter.proiris.com* >>>>>> *" //Changed to this before getting your email.* >>>>>> *rga_sc: "|/usr/local/rt/bin/rt-mailgate --queue "RGARequests" >>>>>> --action correspond --url **http://solutioncenter.proiris.com* >>>>>> *" //Changed to this, since I could not locate this path* * >>>>>> /opt/rt3/bin/rt-mailgate >>>>>> * >>>>>> Still not sending emails. Any other ideas. >>>>>> >>>>>> Thanks, >>>>>> >>>>>> Alberto >>>>>> >>>>>> >>>>>> >>>>>> On Mon, Jun 27, 2011 at 4:35 AM, Diaulas Castro < >>>>>> diaulas.castro at intersolution.inf.br> wrote: >>>>>> >>>>>>> Good Morning Alberto, >>>>>>> Look at your alias file (/etc/aliases) and execute the command >>>>>>> "newaliases". >>>>>>> >>>>>>> Att. >>>>>>> >>>>>>> Diaulas Castro >>>>>>> Consultor Linux / Microsoft >>>>>>> InterSolution Inform?tica >>>>>>> Tel.: (55 11) 3443-1472 >>>>>>> www.intersolution.inf.br >>>>>>> Oracle Certified Partner >>>>>>> >>>>>>> >>>>>>> >>>>>>> 2011/6/24 Alberto Vazquez >>>>>>> >>>>>>>> Forgot the attachement. >>>>>>>> >>>>>>>> Thanks, >>>>>>>> >>>>>>>> Alberto >>>>>>>> >>>>>>>> On Fri, Jun 24, 2011 at 2:15 PM, Alberto Vazquez < >>>>>>>> betovaz at gmail.com> wrote: >>>>>>>> >>>>>>>>> Thanks for your reply. Please see below and the attachement. >>>>>>>>> Any other ideas? >>>>>>>>> >>>>>>>>> Thanks again. >>>>>>>>> >>>>>>>>> Alberto >>>>>>>>> >>>>>>>>> On Fri, Jun 24, 2011 at 11:15 AM, Diaulas Castro < >>>>>>>>> diaulas.castro at intersolution.inf.br> wrote: >>>>>>>>> >>>>>>>>>> >>>>>>>>>> Hello, >>>>>>>>>> 1.Look for another RT_SiteConfig.pm >>>>>>>>>> inside /etc/request-tracker/RT_SiteConfig.d/ for more config files >>>>>>>>>> >>>>>>>>> Unable to locate this folder. This is what I found and >>>>>>>>> modified to reflect the correct email address. >>>>>>>>> >>>>>>>>> >>>>>>>>> /home/linuxadmin/.cpan/build/RT-Authen-ExternalAuth-0.08-VLp3xw/etc/RT_SiteConfig.pm >>>>>>>>> >>>>>>>>> /home/linuxadmin/.cpan/build/RT-Authen-ExternalAuth-0.08-l9de9R/etc/RT_SiteConfig.pm >>>>>>>>> /home/linuxadmin/RT-Authen-ExternalAuth-0.08/etc/RT_SiteConfig.pm >>>>>>>>> /home/linuxadmin/rt-3.8.8/etc/RT_SiteConfig.pm >>>>>>>>> /root/.kde/share/apps/RecentDocuments/RT_SiteConfig.pm.desktop >>>>>>>>> /root/.kde/share/apps/RecentDocuments/RT_SiteConfig.pm~.desktop >>>>>>>>> /use/local/rt/etc/RT_SiteConfig.pm >>>>>>>>> /use/local/rt/etc/RT_SiteConfig.pm~ >>>>>>>>> /usr/local/rt/etc/RT_SiteConfig.pm >>>>>>>>> /usr/local/rt/etc/RT_SiteConfig.pm_bak03232011 >>>>>>>>> /usr/local/rt/etc/RT_SiteConfig.pm_bak062311 >>>>>>>>> /usr/local/rt/etc/RT_SiteConfig.pm~ >>>>>>>>> /usr/local/rt/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.p >>>>>>>>> >>>>>>>>> >>>>>>>>> 2.Look at Queue config inside RT web interface there is one field >>>>>>>>> for "Reply Address". >>>>>>>>> >>>>>>>>>> See attachment. >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>>> Att. >>>>>>>>>>> >>>>>>>>>> >>>>>>>>>> Diaulas Castro >>>>>>>>>> Consultor Linux / Microsoft >>>>>>>>>> InterSolution Inform?tica >>>>>>>>>> Tel.: (55 11) 3443-1472 >>>>>>>>>> www.intersolution.inf.br >>>>>>>>>> Oracle Certified Partner >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> 2011/6/24 Alberto Vazquez >>>>>>>>>> >>>>>>>>>>> Good Morning Guys, >>>>>>>>>>> >>>>>>>>>>> RT is no longer sending auto replies on-create. Here is what we >>>>>>>>>>> have changed on the RT side: >>>>>>>>>>> >>>>>>>>>>> 1. I have disabled some queues which were are using anymore. >>>>>>>>>>> 2. The old queues which are not been used, in Exchange we have >>>>>>>>>>> removed the email addresses which were been used in RT. >>>>>>>>>>> 3. There is only one active queue left in RT, so far the tickets >>>>>>>>>>> gets created but responses (emails) are been sent from RT. >>>>>>>>>>> >>>>>>>>>>> My suspicion is that I need to updated some kind of config file, >>>>>>>>>>> which is using some old information from the queues which are not been used >>>>>>>>>>> any longer. I have updated the following files: *RT_SiteConfig.pm >>>>>>>>>>> and fetchmail.* >>>>>>>>>>> >>>>>>>>>>> What am I missing :( >>>>>>>>>>> >>>>>>>>>>> Your ideas will be greatly appreciated. >>>>>>>>>>> >>>>>>>>>>> Sincerely, >>>>>>>>>>> >>>>>>>>>>> -- >>>>>>>>>>> Walk in faith! >>>>>>>>>>> Alberto Vazquez-Dzul >>>>>>>>>>> Email: betovaz at gmail.com >>>>>>>>>>> Mobile: (805) 444-0835 >>>>>>>>>>> GVoice: (805) 768-4798 >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>> -------- >>>>>>>>>>> 2011 Training: http://bestpractical.com/services/training.html >>>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> -- >>>>>>>>> Walk in faith! >>>>>>>>> Alberto Vazquez-Dzul >>>>>>>>> Email: betovaz at gmail.com >>>>>>>>> Mobile: (805) 444-0835 >>>>>>>>> GVoice: (805) 768-4798 >>>>>>>>> >>>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> -- >>>>>>>> Walk in faith! >>>>>>>> Alberto Vazquez-Dzul >>>>>>>> Email: betovaz at gmail.com >>>>>>>> Mobile: (805) 444-0835 >>>>>>>> GVoice: (805) 768-4798 >>>>>>>> >>>>>>>> >>>>>>> >>>>>> >>>>>> >>>>>> -- >>>>>> Walk in faith! >>>>>> Alberto Vazquez-Dzul >>>>>> Email: betovaz at gmail.com >>>>>> Mobile: (805) 444-0835 >>>>>> GVoice: (805) 768-4798 >>>>>> >>>>>> >>>>> >>>> >>>> >>>> -- >>>> Walk in faith! >>>> Alberto Vazquez-Dzul >>>> Email: betovaz at gmail.com >>>> Mobile: (805) 444-0835 >>>> GVoice: (805) 768-4798 >>>> >>>> >>> >> >> >> -- >> Walk in faith! >> Alberto Vazquez-Dzul >> Email: betovaz at gmail.com >> Mobile: (805) 444-0835 >> GVoice: (805) 768-4798 >> >> > > > -- > Walk in faith! > Alberto Vazquez-Dzul > Email: betovaz at gmail.com > Mobile: (805) 444-0835 > GVoice: (805) 768-4798 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From hiro24 at gmail.com Tue Jun 28 10:22:56 2011 From: hiro24 at gmail.com (Chris Hall) Date: Tue, 28 Jun 2011 10:22:56 -0400 Subject: [rt-users] Adding custom fields to email notifications Message-ID: Hello all, My users are asking about possibly adding information from custom fields into the email notifications they receive on things like queue changes, comments, etc.. I'm not sure how I'd go about something like that without changing ALL the queue emails.. there's probably a simple solution to this I'm overlooking. Does anybody have any insights? -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Jun 28 10:47:40 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 28 Jun 2011 10:47:40 -0400 Subject: [rt-users] Adding custom fields to email notifications In-Reply-To: References: Message-ID: <4E09E98C.8030204@bestpractical.com> Queue level templates named the same as global templates get used preferentially. On 06/28/2011 10:22 AM, Chris Hall wrote: > Hello all, > > My users are asking about possibly adding information from custom fields > into the email notifications they receive on things like queue changes, > comments, etc.. I'm not sure how I'd go about something like that > without changing ALL the queue emails.. there's probably a simple > solution to this I'm overlooking. Does anybody have any insights? > > > > > -------- > 2011 Training: http://bestpractical.com/services/training.html From CLasater at taleo.com Tue Jun 28 10:49:20 2011 From: CLasater at taleo.com (Christopher Lasater) Date: Tue, 28 Jun 2011 10:49:20 -0400 Subject: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket In-Reply-To: <23037DC22CE8C3428E7636883099F1AA6F9D887763@JXVXMP01.wwcorp.net> References: <23037DC22CE8C3428E7636883099F1AA6F9D887763@JXVXMP01.wwcorp.net> Message-ID: <23037DC22CE8C3428E7636883099F1AA6F9D8879EA@JXVXMP01.wwcorp.net> Ohh yeah, this is RT-4.0. Is this also the behavior in previous versions? From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater Sent: Monday, June 27, 2011 3:26 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket Hello, Not sure if this is normal, but I have a Queue set up so that when a ticket is created it will automatically create another ticket for Approval. This seems to be working well, since the original ticket is immediately created with a Dependency for the Approval ticket. If I try to Resolve the ticket before the approval process I get a dependency error, which is what I expect, but if I reject the approval I can then resolve the original ticket. Shouldnt I get an error message at this point saying it cannot be resolved and needs to be rejected? Or have the approval automatically reject/close/resolve the original ticket? Thanks Christopher Lasater Technology Analyst I Taleo T. 904.520.6046 E. clasater at taleo.com TALEO This email and any attachments thereto may contain private, confidential, and privileged material for the sole use of the intended recipient named in the original email to which this message was attached. Any review, copying, or distribution of this email (or any attachments thereto) by others is strictly prohibited. If you are not the intended recipient, please return this email to the sender immediately and permanently delete the original and any copies of this email and any attachments thereto. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 38501 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 475 bytes Desc: not available URL: From kfcrocker at lbl.gov Tue Jun 28 15:11:11 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 28 Jun 2011 12:11:11 -0700 Subject: [rt-users] Adding custom fields to email notifications In-Reply-To: References: Message-ID: Chris, Here's an example template of what we use for one of our Queues: **************************************************************************** Subject: Request Titled: "{$Ticket->Subject}" has been Resolved! This ticket has been resolved. DO NOT REPLY to this message! ----------------------------------------------------------------------------- TICKET INFORMATION: Queue : {$Ticket->QueueObj->Name} Number : {$Ticket->Id} Subject: {$Ticket->Subject} ----------------------------------------------------------------------------- Requestor : {$Ticket->Requestors->UserMembersObj->First->Name} Created by: {$Ticket->CreatorObj->Name} Created on: {substr($Ticket->Created, 0, 10)} Owned by: {$Ticket->OwnerObj->Name} Development Started on: {substr($Ticket->Started, 0, 10)} QA Approved on: {substr($Ticket->FirstCustomFieldValue('QA Approval Date'), 0, 10)} QA Approved by: {$Ticket->FirstCustomFieldValue('QA Approver')} Migrated on: {substr($Ticket->Resolved, 0, 10)} Migrated by: {$Ticket->FirstCustomFieldValue('Migrator')} ----------------------------------------------------------------------------- Resolution Comment: {$Ticket->FirstCustomFieldValue('Resolution Description');} ----------------------------------------------------------------------------- Here you have several Ticket fields as well as Custom Fields. Hope this helps. Kenn LBNL On Tue, Jun 28, 2011 at 7:22 AM, Chris Hall wrote: > Hello all, > > My users are asking about possibly adding information from custom fields > into the email notifications they receive on things like queue changes, > comments, etc.. I'm not sure how I'd go about something like that without > changing ALL the queue emails.. there's probably a simple solution to this > I'm overlooking. Does anybody have any insights? > > > -------- > 2011 Training: http://bestpractical.com/services/training.html > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Jun 28 15:14:41 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 28 Jun 2011 12:14:41 -0700 Subject: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket In-Reply-To: <23037DC22CE8C3428E7636883099F1AA6F9D8879EA@JXVXMP01.wwcorp.net> References: <23037DC22CE8C3428E7636883099F1AA6F9D887763@JXVXMP01.wwcorp.net> <23037DC22CE8C3428E7636883099F1AA6F9D8879EA@JXVXMP01.wwcorp.net> Message-ID: Cristopher, I'm curious. Why not just have these tickets created in a "General" or "Review" Queue and send a notification to whoever should approve of the ticket based on "From" or some CF value. Then when that Approver changes the value of a CF to indicate approval, move the ticket to the appropriate Queue? That way, all history stays with the original request ticket. Kenn LBNL On Tue, Jun 28, 2011 at 7:49 AM, Christopher Lasater wrote: > Ohh yeah, this is RT-4.0. Is this also the behavior in previous versions? > **** > > ** ** > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Christopher > Lasater > *Sent:* Monday, June 27, 2011 3:26 PM > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] Ticket can be Resolved when Depending on Rejected > Approval Ticket**** > > ** ** > > Hello,**** > > Not sure if this is normal, but I have a Queue set up so > that when a ticket is created it will automatically create another ticket > for Approval. This seems to be working well, since the original ticket is > immediately created with a Dependency for the Approval ticket. If I try to > Resolve the ticket before the approval process I get a dependency error, > which is what I expect, but if I reject the approval I can then resolve the > original ticket. Shouldn?t I get an error message at this point saying it > cannot be resolved and needs to be rejected? Or have the approval > automatically reject/close/resolve the original ticket?**** > > ** ** > > Thanks**** > > ** ** > > ** ** > > *Christopher Lasater > **Technology Analyst I > **Taleo > ** > **T. 904.520.6046 > E. clasater at taleo.com > *[image: TALEO] **** > > *This email and any attachments thereto may contain private, confidential, > and privileged material for the sole use of the intended recipient named in > the original email to which this message was attached. Any review, copying, > or distribution of this email (or any attachments thereto) by others is > strictly prohibited. If you are not the intended recipient, please return > this email to the sender immediately and permanently delete the original and > any copies of this email and any attachments thereto.***** > > ** ** > > > -------- > 2011 Training: http://bestpractical.com/services/training.html > -------------- next part -------------- An HTML attachment was scrubbed... URL: From CLasater at taleo.com Tue Jun 28 15:32:04 2011 From: CLasater at taleo.com (Christopher Lasater) Date: Tue, 28 Jun 2011 15:32:04 -0400 Subject: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket In-Reply-To: References: <23037DC22CE8C3428E7636883099F1AA6F9D887763@JXVXMP01.wwcorp.net> <23037DC22CE8C3428E7636883099F1AA6F9D8879EA@JXVXMP01.wwcorp.net> Message-ID: <23037DC22CE8C3428E7636883099F1AA6F9D887C20@JXVXMP01.wwcorp.net> Hey Kenneth, Its not based on a CF for approval, its based on the RT approval system. Someone creates a ticket in a Queue and an additional ticket is created for approval and it pops up in the approval section of RT. Isnt this the normal process for approvals for RT? Chris From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, June 28, 2011 3:15 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket Cristopher, I'm curious. Why not just have these tickets created in a "General" or "Review" Queue and send a notification to whoever should approve of the ticket based on "From" or some CF value. Then when that Approver changes the value of a CF to indicate approval, move the ticket to the appropriate Queue? That way, all history stays with the original request ticket. Kenn LBNL On Tue, Jun 28, 2011 at 7:49 AM, Christopher Lasater wrote: Ohh yeah, this is RT-4.0. Is this also the behavior in previous versions? From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater Sent: Monday, June 27, 2011 3:26 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket Hello, Not sure if this is normal, but I have a Queue set up so that when a ticket is created it will automatically create another ticket for Approval. This seems to be working well, since the original ticket is immediately created with a Dependency for the Approval ticket. If I try to Resolve the ticket before the approval process I get a dependency error, which is what I expect, but if I reject the approval I can then resolve the original ticket. Shouldnt I get an error message at this point saying it cannot be resolved and needs to be rejected? Or have the approval automatically reject/close/resolve the original ticket? Thanks Christopher Lasater Technology Analyst I Taleo T. 904.520.6046 E. clasater at taleo.com Error! Filename not specified. This email and any attachments thereto may contain private, confidential, and privileged material for the sole use of the intended recipient named in the original email to which this message was attached. Any review, copying, or distribution of this email (or any attachments thereto) by others is strictly prohibited. If you are not the intended recipient, please return this email to the sender immediately and permanently delete the original and any copies of this email and any attachments thereto. -------- 2011 Training: http://bestpractical.com/services/training.html -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 475 bytes Desc: not available URL: From kfcrocker at lbl.gov Tue Jun 28 15:54:24 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 28 Jun 2011 12:54:24 -0700 Subject: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket In-Reply-To: <23037DC22CE8C3428E7636883099F1AA6F9D887C1F@JXVXMP01.wwcorp.net> References: <23037DC22CE8C3428E7636883099F1AA6F9D887763@JXVXMP01.wwcorp.net> <23037DC22CE8C3428E7636883099F1AA6F9D8879EA@JXVXMP01.wwcorp.net> <23037DC22CE8C3428E7636883099F1AA6F9D887C1F@JXVXMP01.wwcorp.net> Message-ID: Chris, I'm not sure. When we originally put in RT, there was no approvals so we created our own by creating a Queue used for Review and then based on CF values automatically moved it to the correct Queue along with notifications, etc. All history is with one ticket. Then RT came out with approvals but I never got into it. I liked our way better. Privileges were the same and easier to maintain. Kenn LBNL On Tue, Jun 28, 2011 at 12:32 PM, Christopher Lasater wrote: > Hey Kenneth,**** > > Its not based on a CF for approval, its based on the RT approval system. > Someone creates a ticket in a Queue and an additional ticket is created for > approval and it pops up in the approval section of RT. Isn?t this the > normal process for approvals for RT?**** > > Chris**** > > ** ** > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker > *Sent:* Tuesday, June 28, 2011 3:15 PM > > *To:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Ticket can be Resolved when Depending on > Rejected Approval Ticket**** > > ** ** > > Cristopher, > > I'm curious. Why not just have these tickets created in a "General" or > "Review" Queue and send a notification to whoever should approve of the > ticket based on "From" or some CF value. Then when that Approver changes the > value of a CF to indicate approval, move the ticket to the appropriate > Queue? That way, all history stays with the original request ticket. > > Kenn > LBNL**** > > On Tue, Jun 28, 2011 at 7:49 AM, Christopher Lasater > wrote:**** > > Ohh yeah, this is RT-4.0. Is this also the behavior in previous versions? > **** > > **** > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Christopher > Lasater > *Sent:* Monday, June 27, 2011 3:26 PM > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] Ticket can be Resolved when Depending on Rejected > Approval Ticket**** > > **** > > Hello,**** > > Not sure if this is normal, but I have a Queue set up so > that when a ticket is created it will automatically create another ticket > for Approval. This seems to be working well, since the original ticket is > immediately created with a Dependency for the Approval ticket. If I try to > Resolve the ticket before the approval process I get a dependency error, > which is what I expect, but if I reject the approval I can then resolve the > original ticket. Shouldn?t I get an error message at this point saying it > cannot be resolved and needs to be rejected? Or have the approval > automatically reject/close/resolve the original ticket?**** > > **** > > Thanks**** > > **** > > **** > > *Christopher Lasater > **Technology Analyst I > **Taleo > ** > **T. 904.520.6046 > E. clasater at taleo.com > * > *Error! Filename not specified.* **** > > *This email and any attachments thereto may contain private, confidential, > and privileged material for the sole use of the intended recipient named in > the original email to which this message was attached. Any review, copying, > or distribution of this email (or any attachments thereto) by others is > strictly prohibited. If you are not the intended recipient, please return > this email to the sender immediately and permanently delete the original and > any copies of this email and any attachments thereto.***** > > **** > > > > -------- > 2011 Training: http://bestpractical.com/services/training.html**** > > ** ** > -------------- next part -------------- An HTML attachment was scrubbed... URL: From betovaz at gmail.com Tue Jun 28 17:33:41 2011 From: betovaz at gmail.com (Alberto Vazquez) Date: Tue, 28 Jun 2011 14:33:41 -0700 Subject: [rt-users] RESOLVED: RT is no longer sending Auto Replies On-Create Message-ID: All fixed. So what I found out was that postfix was still trying to send emails as an old user "callcenter", and so I thought I've changed everyting to "rga.sc" which is the only user connected to a queue in RT. I even changed the generic texct file to reflect the new email address: www-data at proiris.com rga.sc at proiris.com But all the tests continued to fail, and it was still trying to send as the old user/queue, which no longer exits. *IRIS\srvc-sc,authenticated 2011-06-28T20:14:55.-------------------------------------------------------,>,235 2.7.0 Authentication successful, 2011-06-28T20:14:55.-------------------------------------------------------,<,MAIL FROM:<> SIZE=3598 BODY=8BITMIME AUTH=<>, 2011-06-28T20:14:55.-------------------------------------------------------,*,08CE00FFC004A09E;2011-06-28T20:14:55.039Z;1,receiving message 2011-06-28T20:14:55.-------------------------------------------------------,>,250 2.1.0 Sender OK, 2011-06-28T20:14:55.-------------------------------------------------------,<,RCPT TO: ORCPT=rfc822;www-data at proiris.com, 2011-06-28T20:14:55.-------------------------------------------------------,>,250 2.1.5 Recipient OK, 2011-06-28T20:14:55.-------------------------------------------------------,<,DATA, 2011-06-28T20:14:55.-------------------------------------------------------,>,354 Start mail input; end with ., 2011-06-28T20:14:55.-------------------------------------------------------,>,550 5.7.1 Client does not have permissions to send as this sender, 2011-06-28T20:14:55.-------------------------------------------------------,26, 10.1.128.117:25,10.1.128.180:60886,<,QUIT,* But after taking a second look at the mail.info file, it clicked. The generic.db still had the old values. *From: /var/log/mail.info Jun 27 16:10:02 usch-apps-p056 postfix/qmgr[1913]: EAF00C0518: removed Jun 27 16:15:20 usch-apps-p056 postfix/pickup[1912]: 3681CC0516: uid=33 from= Jun 27 16:15:20 usch-apps-p056 postfix/cleanup[2054]: 3681CC0516: message-id=<**rt-3.8.8-1564-1309216520-1767.18467-16-0 at proiris.com* *> Jun 27 16:15:20 usch-apps-p056 postfix/qmgr[1913]: 3681CC0516: from=<** www-data at proiris.com* *>, size=1179, nrcpt=1 (queue active) **Jun 27 16:15:20 usch-apps-p056 postfix/smtp[2056]: warning: database /etc/postfix/generic.db is older than source file /etc/postfix/generic Jun 27 16:15:20 usch-apps-p056 postfix/smtp[2056]: 3681CC0516: to=<** Alberto.Vazquez at proiris.com* *>, relay= mail.proiris.com[10.1.128.117]:25, delay=0.07, delays=0.04/0.01/0.01/0, dsn=5.7.1, status=bounced (host mail.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have permissions to send as this sender (in reply to MAIL FROM command)) Jun 27 16:15:20 usch-apps-p056 postfix/cleanup[2054]: 4A944C0518: message-id=<**20110627231520.4A944C0518 at usch-apps-p056.proiris.com*<20110627231520.4A944C0518 at usch-apps-p056.proiris.com> *> Jun 27 16:15:20 usch-apps-p056 postfix/qmgr[1913]: 4A944C0518: from=<>, size=3278, nrcpt=1 (queue active) Jun 27 16:15:20 usch-apps-p056 postfix/bounce[2057]: 3681CC0516: sender non-delivery notification: 4A944C0518 Jun 27 16:15:20 usch-apps-p056 postfix/qmgr[1913]: 3681CC0516: removed Jun 27 16:15:20 usch-apps-p056 postfix/smtp[2056]: 4A944C0518: to=<** www-data at proiris.com* *>, relay=mail.proiris.com[10.1.128.117]:25, delay=0.03, delays=0.01/0/0.01/0.01, dsn=5.7.1, status=bounced (host mail.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have permissions to send as this sender (in reply to end of DATA command)) Jun 27 16:15:20 usch-apps-p056 postfix/qmgr[1913]: 4A944C0518: removed* So the fix was to re-write the new values to the db, I executed: *postmap generic* Thank you all for guiding me in the right direction and for stickin by me. Alberto On Tue, Jun 28, 2011 at 5:29 AM, Diaulas Castro < diaulas.castro at intersolution.inf.br> wrote: > On Exchange allow your RT server to relay by ip or configure > postfix/sendmail to use some account to authenticate on exchange. > > Maybe we are getting false positives, these email from www-data are not > confirmed that they was "RT" mail. > Maybe they are just cron or system reports... > > Att. > Diaulas Castro > Consultor Linux / Microsoft > InterSolution Inform?tica > Tel.: (55 11) 3443-1472 > www.intersolution.inf.br > Oracle Certified Partner > > > 2011/6/27 Alberto Vazquez > >> OK ... I am about to ready to "throw in the towel" .... I am not sure >> how all of this is suppose to work. I aware that RT somehow use dovecot, >> sendmail and postfix. Nothing has changed on the Exchange side, so I am not >> sure why I am getting the *"Client does not have permissions to send as >> this sender (in reply to end of DATA command))" *error. >> >> It has to be something so simple, but I am not sure where to make the >> change so that it works. >> >> I have modified everything (I think) and I am still missing something, >> since RT still fails to send emails out. Here are some logs. >> >> Thanks for all of your help. >> >> *From: /var/log/messages >> **Jun 27 15:51:16 usch-apps-p056 RT: <** >> rt-3.8.8-1569-1309215076-1897.18466-38-0 at proiris.com* >> *> #18466/274432 - Scrip 38 On Resolve Notify Others >> (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300) >> Jun 27 15:51:16 usch-apps-p056 RT: <** >> rt-3.8.8-1569-1309215076-1897.18466-38-0 at proiris.com* >> *> No recipients found. Not sending. >> (/usr/local/rt/bin/../lib/RT/Interface/Email.pm:352) >> Jun 27 15:51:16 usch-apps-p056 RT: <** >> rt-3.8.8-1569-1309215076-949.18466-16-0 at proiris.com* >> *> #18466/274432 - Scrip 16 On Resolve Notify Requestors >> (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300) >> Jun 27 15:51:16 usch-apps-p056 RT: <** >> rt-3.8.8-1569-1309215076-949.18466-16-0 at proiris.com* >> *> sent To: **Alberto.Vazquez at proiris.com* >> * (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:331) >> Jun 27 15:51:26 usch-apps-p056 RT: <** >> rt-3.8.8-1569-1309215086-1261.18465-38-0 at proiris.com* >> *> #18465/274435 - Scrip 38 On Resolve Notify Others >> (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300) >> Jun 27 15:51:26 usch-apps-p056 RT: <** >> rt-3.8.8-1569-1309215086-1261.18465-38-0 at proiris.com* >> *> No recipients found. Not sending. >> (/usr/local/rt/bin/../lib/RT/Interface/Email.pm:352) >> Jun 27 15:51:26 usch-apps-p056 RT: <** >> rt-3.8.8-1569-1309215086-1202.18465-16-0 at proiris.com* >> *> #18465/274435 - Scrip 16 On Resolve Notify Requestors >> (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300) >> Jun 27 15:51:26 usch-apps-p056 RT: <** >> rt-3.8.8-1569-1309215086-1202.18465-16-0 at proiris.com* >> *> sent To: **Alberto.Vazquez at proiris.com* >> * (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:331) >> Jun 27 16:10:02 usch-apps-p056 RT: <** >> rt-3.8.8-1965-1309216202-929.18467-17-0 at proiris.com* >> *> #18467/274441 - Scrip 17 On Create Autoreply To Requestors >> (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300) >> Jun 27 16:10:02 usch-apps-p056 RT: <** >> rt-3.8.8-1965-1309216202-929.18467-17-0 at proiris.com* >> *> sent To: **Alberto.Vazquez at proiris.com* >> * (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:331) >> Jun 27 16:10:02 usch-apps-p056 RT: Ticket 18467 created in queue >> 'RGARequests' by avazquez >> (/usr/local/rt/bin/../lib/RT/Ticket_Overlay.pm:671) >> Jun 27 16:15:20 usch-apps-p056 RT: <** >> rt-3.8.8-1564-1309216520-1490.18467-38-0 at proiris.com* >> *> #18467/274444 - Scrip 38 On Resolve Notify Others >> (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300) >> Jun 27 16:15:20 usch-apps-p056 RT: <** >> rt-3.8.8-1564-1309216520-1490.18467-38-0 at proiris.com* >> *> No recipients found. Not sending. >> (/usr/local/rt/bin/../lib/RT/Interface/Email.pm:352) >> Jun 27 16:15:20 usch-apps-p056 RT: <** >> rt-3.8.8-1564-1309216520-1767.18467-16-0 at proiris.com* >> *> #18467/274444 - Scrip 16 On Resolve Notify Requestors >> (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300) >> Jun 27 16:15:20 usch-apps-p056 RT: <** >> rt-3.8.8-1564-1309216520-1767.18467-16-0 at proiris.com* >> *> sent To: **Alberto.Vazquez at proiris.com* >> * (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:331) >> * >> >> *From: /var/log/mail.info* >> *Jun 27 16:10:02 usch-apps-p056 postfix/qmgr[1913]: EAF00C0518: removed >> Jun 27 16:15:20 usch-apps-p056 postfix/pickup[1912]: 3681CC0516: uid=33 >> from= >> Jun 27 16:15:20 usch-apps-p056 postfix/cleanup[2054]: 3681CC0516: >> message-id=<**rt-3.8.8-1564-1309216520-1767.18467-16-0 at proiris.com* >> *> >> Jun 27 16:15:20 usch-apps-p056 postfix/qmgr[1913]: 3681CC0516: from=<** >> www-data at proiris.com* *>, size=1179, nrcpt=1 (queue >> active) >> Jun 27 16:15:20 usch-apps-p056 postfix/smtp[2056]: warning: database >> /etc/postfix/generic.db is older than source file /etc/postfix/generic >> Jun 27 16:15:20 usch-apps-p056 postfix/smtp[2056]: 3681CC0516: to=<** >> Alberto.Vazquez at proiris.com* *>, relay= >> mail.proiris.com[10.1.128.117]:25, delay=0.07, delays=0.04/0.01/0.01/0, >> dsn=5.7.1, status=bounced (host mail.proiris.com[10.1.128.117] said: 550 >> 5.7.1 Client does not have permissions to send as this sender (in reply to >> MAIL FROM command)) >> Jun 27 16:15:20 usch-apps-p056 postfix/cleanup[2054]: 4A944C0518: >> message-id=<**20110627231520.4A944C0518 at usch-apps-p056.proiris.com*<20110627231520.4A944C0518 at usch-apps-p056.proiris.com> >> *> >> Jun 27 16:15:20 usch-apps-p056 postfix/qmgr[1913]: 4A944C0518: from=<>, >> size=3278, nrcpt=1 (queue active) >> Jun 27 16:15:20 usch-apps-p056 postfix/bounce[2057]: 3681CC0516: sender >> non-delivery notification: 4A944C0518 >> Jun 27 16:15:20 usch-apps-p056 postfix/qmgr[1913]: 3681CC0516: removed >> Jun 27 16:15:20 usch-apps-p056 postfix/smtp[2056]: 4A944C0518: to=<** >> www-data at proiris.com* *>, relay=mail.proiris.com[10.1.128.117]:25, >> delay=0.03, delays=0.01/0/0.01/0.01, dsn=5.7.1, status=bounced (host >> mail.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have >> permissions to send as this sender (in reply to end of DATA command)) >> Jun 27 16:15:20 usch-apps-p056 postfix/qmgr[1913]: 4A944C0518: removed >> >> * >> >> >> >> >> >> >> >> >> On Mon, Jun 27, 2011 at 2:23 PM, Alberto Vazquez wrote: >> >>> Dialas, >>> >>> I want to say we that we are using sendmail. At least, that is according >>> to the config attached. >>> >>> I will try what you've suggested, and in the mean time, could you please >>> take a look at configuration and see if there is something else that I can >>> check. >>> >>> Sincerely, >>> >>> Alberto >>> >>> >>> On Mon, Jun 27, 2011 at 11:53 AM, Diaulas Castro < >>> diaulas.castro at intersolution.inf.br> wrote: >>> >>>> Hey Alberto, >>>> Your SMTP server is blocking your message, your server is sending >>>> email as www-data at domain. >>>> Wich service are you using to send email? postfix/sendmail? >>>> >>>> There is 2 solutions, create some sort of white list on your SMTP >>>> server or look at postfix/sendmail configuration. >>>> On sendmail i believe that /etc/mail/access is the correct path where >>>> you set mail auth options. >>>> >>>> Sorry, english isnt my native language. >>>> >>>> Att. >>>> >>>> Diaulas Castro >>>> Consultor Linux / Microsoft >>>> InterSolution Inform?tica >>>> Tel.: (55 11) 3443-1472 >>>> www.intersolution.inf.br >>>> Oracle Certified Partner >>>> >>>> >>>> >>>> 2011/6/27 Alberto Vazquez >>>> >>>>> Thank you, and this is what I have under mail.log. I am not sure where >>>>> www-data is coming from or how is been used. >>>>> >>>>> >>>>> *l.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have >>>>> permissions to send as this sender (in reply to MAIL FROM command)) >>>>> Jun 26 23:00:02 usch-apps-p056 postfix/cleanup[31240]: 71F38C04FB: >>>>> message-id=<**20110627060002.71F38C04FB at usch-apps-p056.proiris.com*<20110627060002.71F38C04FB at usch-apps-p056.proiris.com> >>>>> *> >>>>> Jun 26 23:00:02 usch-apps-p056 postfix/qmgr[1270]: 71F38C04FB: from=<>, >>>>> size=3486, nrcpt=1 (queue active) >>>>> Jun 26 23:00:02 usch-apps-p056 postfix/bounce[31243]: 5E3C0C0460: >>>>> sender non-delivery notification: 71F38C04FB >>>>> Jun 26 23:00:02 usch-apps-p056 postfix/qmgr[1270]: 5E3C0C0460: removed >>>>> Jun 26 23:00:02 usch-apps-p056 postfix/smtp[31244]: 71F38C04FB: to=<** >>>>> www-data at proiris.com* *>, relay=mail.proiris.com[10.1.128.117]:25, >>>>> delay=0.04, delays=0.02/0.01/0.01/0.01, dsn=5.7.1, status=bounced (host >>>>> mail.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have >>>>> permissions to send as this sender (in reply to end of DATA command)) >>>>> Jun 26 23:00:02 usch-apps-p056 postfix/qmgr[1270]: 71F38C04FB: removed >>>>> Jun 26 23:45:02 usch-apps-p056 postfix/pickup[31625]: 8EC8BC0460: >>>>> uid=33 from= >>>>> Jun 26 23:45:02 usch-apps-p056 postfix/cleanup[31626]: 8EC8BC0460: >>>>> message-id=<**rt-3.8.8-23491-1309157102-1375.18457-17-0 at proiris.com* >>>>> *> >>>>> Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: 8EC8BC0460: from=<* >>>>> *www-data at proiris.com* *>, size=1467, nrcpt=1 >>>>> (queue active) >>>>> Jun 26 23:45:02 usch-apps-p056 postfix/smtp[31628]: 8EC8BC0460: to=<** >>>>> michael.kohout at medista.cz* *>, relay= >>>>> mail.proiris.com[10.1.128.117]:25, delay=0.07, >>>>> delays=0.04/0.01/0.01/0, dsn=5.7.1, status=bounced (host >>>>> mail.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have >>>>> permissions to send as this sender (in reply to MAIL FROM command)) >>>>> Jun 26 23:45:02 usch-apps-p056 postfix/cleanup[31626]: A06D4C04FB: >>>>> message-id=<**20110627064502.A06D4C04FB at usch-apps-p056.proiris.com*<20110627064502.A06D4C04FB at usch-apps-p056.proiris.com> >>>>> *> >>>>> Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: A06D4C04FB: from=<>, >>>>> size=3562, nrcpt=1 (queue active) >>>>> Jun 26 23:45:02 usch-apps-p056 postfix/bounce[31629]: 8EC8BC0460: >>>>> sender non-delivery notification: A06D4C04FB >>>>> Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: 8EC8BC0460: removed >>>>> Jun 26 23:45:02 usch-apps-p056 postfix/smtp[31630]: A06D4C04FB: to=<** >>>>> www-data at proiris.com* *>, relay=mail.proiris.com[10.1.128.117]:25, >>>>> delay=0.03, delays=0.01/0/0.01/0.01, dsn=5.7.1, status=bounced (host >>>>> mail.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have >>>>> permissions to send as this sender (in reply to end of DATA command)) >>>>> Jun 26 23:45:02 usch-apps-p056 postfix/qmgr[1270]: A06D4C04FB: removed >>>>> Jun 27 07:40:02 usch-apps-p056 postfix/pickup[2604]: 4370BC0460: uid=33 >>>>> from=* >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> On Mon, Jun 27, 2011 at 10:40 AM, Diaulas Castro < >>>>> diaulas.castro at intersolution.inf.br> wrote: >>>>> >>>>>> Try this command and send output: >>>>>> date | mail -v -s `date` your_email at domain.com >>>>>> >>>>>> And send the last lines from /var/maillog or /var/mail.info >>>>>> >>>>>> Att. >>>>>> >>>>>> Diaulas Castro >>>>>> Consultor Linux / Microsoft >>>>>> InterSolution Inform?tica >>>>>> Tel.: (55 11) 3443-1472 >>>>>> www.intersolution.inf.br >>>>>> Oracle Certified Partner >>>>>> >>>>>> >>>>>> >>>>>> 2011/6/27 Alberto Vazquez >>>>>> >>>>>>> Thanks for your reply. >>>>>>> >>>>>>> *#order_entry: "|/opt/rt3/bin/rt-mailgate --queue "Order Entry" >>>>>>> --action correspond --url **http://solutioncenter.proiris.com* >>>>>>> *" //This is what it was originally* >>>>>>> >>>>>>> *#rga_sc: "|/opt/rt3/bin/rt-mailgate --queue "RGARequests" --action >>>>>>> correspond --url **http://solutioncenter.proiris.com* >>>>>>> *" //Changed to this before getting your email.* >>>>>>> *rga_sc: "|/usr/local/rt/bin/rt-mailgate --queue "RGARequests" >>>>>>> --action correspond --url **http://solutioncenter.proiris.com* >>>>>>> *" //Changed to this, since I could not locate this path* * >>>>>>> /opt/rt3/bin/rt-mailgate >>>>>>> * >>>>>>> Still not sending emails. Any other ideas. >>>>>>> >>>>>>> Thanks, >>>>>>> >>>>>>> Alberto >>>>>>> >>>>>>> >>>>>>> >>>>>>> On Mon, Jun 27, 2011 at 4:35 AM, Diaulas Castro < >>>>>>> diaulas.castro at intersolution.inf.br> wrote: >>>>>>> >>>>>>>> Good Morning Alberto, >>>>>>>> Look at your alias file (/etc/aliases) and execute the command >>>>>>>> "newaliases". >>>>>>>> >>>>>>>> Att. >>>>>>>> >>>>>>>> Diaulas Castro >>>>>>>> Consultor Linux / Microsoft >>>>>>>> InterSolution Inform?tica >>>>>>>> Tel.: (55 11) 3443-1472 >>>>>>>> www.intersolution.inf.br >>>>>>>> Oracle Certified Partner >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> 2011/6/24 Alberto Vazquez >>>>>>>> >>>>>>>>> Forgot the attachement. >>>>>>>>> >>>>>>>>> Thanks, >>>>>>>>> >>>>>>>>> Alberto >>>>>>>>> >>>>>>>>> On Fri, Jun 24, 2011 at 2:15 PM, Alberto Vazquez < >>>>>>>>> betovaz at gmail.com> wrote: >>>>>>>>> >>>>>>>>>> Thanks for your reply. Please see below and the attachement. >>>>>>>>>> Any other ideas? >>>>>>>>>> >>>>>>>>>> Thanks again. >>>>>>>>>> >>>>>>>>>> Alberto >>>>>>>>>> >>>>>>>>>> On Fri, Jun 24, 2011 at 11:15 AM, Diaulas Castro < >>>>>>>>>> diaulas.castro at intersolution.inf.br> wrote: >>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>> Hello, >>>>>>>>>>> 1.Look for another RT_SiteConfig.pm >>>>>>>>>>> inside /etc/request-tracker/RT_SiteConfig.d/ for more config files >>>>>>>>>>> >>>>>>>>>> Unable to locate this folder. This is what I found and >>>>>>>>>> modified to reflect the correct email address. >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> /home/linuxadmin/.cpan/build/RT-Authen-ExternalAuth-0.08-VLp3xw/etc/RT_SiteConfig.pm >>>>>>>>>> >>>>>>>>>> /home/linuxadmin/.cpan/build/RT-Authen-ExternalAuth-0.08-l9de9R/etc/RT_SiteConfig.pm >>>>>>>>>> /home/linuxadmin/RT-Authen-ExternalAuth-0.08/etc/RT_SiteConfig.pm >>>>>>>>>> /home/linuxadmin/rt-3.8.8/etc/RT_SiteConfig.pm >>>>>>>>>> /root/.kde/share/apps/RecentDocuments/RT_SiteConfig.pm.desktop >>>>>>>>>> /root/.kde/share/apps/RecentDocuments/RT_SiteConfig.pm~.desktop >>>>>>>>>> /use/local/rt/etc/RT_SiteConfig.pm >>>>>>>>>> /use/local/rt/etc/RT_SiteConfig.pm~ >>>>>>>>>> /usr/local/rt/etc/RT_SiteConfig.pm >>>>>>>>>> /usr/local/rt/etc/RT_SiteConfig.pm_bak03232011 >>>>>>>>>> /usr/local/rt/etc/RT_SiteConfig.pm_bak062311 >>>>>>>>>> /usr/local/rt/etc/RT_SiteConfig.pm~ >>>>>>>>>> /usr/local/rt/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.p >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> 2.Look at Queue config inside RT web interface there is one field >>>>>>>>>> for "Reply Address". >>>>>>>>>> >>>>>>>>>>> See attachment. >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>>> Att. >>>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>> Diaulas Castro >>>>>>>>>>> Consultor Linux / Microsoft >>>>>>>>>>> InterSolution Inform?tica >>>>>>>>>>> Tel.: (55 11) 3443-1472 >>>>>>>>>>> www.intersolution.inf.br >>>>>>>>>>> Oracle Certified Partner >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>> 2011/6/24 Alberto Vazquez >>>>>>>>>>> >>>>>>>>>>>> Good Morning Guys, >>>>>>>>>>>> >>>>>>>>>>>> RT is no longer sending auto replies on-create. Here is what we >>>>>>>>>>>> have changed on the RT side: >>>>>>>>>>>> >>>>>>>>>>>> 1. I have disabled some queues which were are using anymore. >>>>>>>>>>>> 2. The old queues which are not been used, in Exchange we have >>>>>>>>>>>> removed the email addresses which were been used in RT. >>>>>>>>>>>> 3. There is only one active queue left in RT, so far the >>>>>>>>>>>> tickets gets created but responses (emails) are been sent from RT. >>>>>>>>>>>> >>>>>>>>>>>> My suspicion is that I need to updated some kind of config file, >>>>>>>>>>>> which is using some old information from the queues which are not been used >>>>>>>>>>>> any longer. I have updated the following files: *RT_SiteConfig.pm >>>>>>>>>>>> and fetchmail.* >>>>>>>>>>>> >>>>>>>>>>>> What am I missing :( >>>>>>>>>>>> >>>>>>>>>>>> Your ideas will be greatly appreciated. >>>>>>>>>>>> >>>>>>>>>>>> Sincerely, >>>>>>>>>>>> >>>>>>>>>>>> -- >>>>>>>>>>>> Walk in faith! >>>>>>>>>>>> Alberto Vazquez-Dzul >>>>>>>>>>>> Email: betovaz at gmail.com >>>>>>>>>>>> Mobile: (805) 444-0835 >>>>>>>>>>>> GVoice: (805) 768-4798 >>>>>>>>>>>> >>>>>>>>>>>> >>>>>>>>>>>> >>>>>>>>>>>> -------- >>>>>>>>>>>> 2011 Training: http://bestpractical.com/services/training.html >>>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> -- >>>>>>>>>> Walk in faith! >>>>>>>>>> Alberto Vazquez-Dzul >>>>>>>>>> Email: betovaz at gmail.com >>>>>>>>>> Mobile: (805) 444-0835 >>>>>>>>>> GVoice: (805) 768-4798 >>>>>>>>>> >>>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> -- >>>>>>>>> Walk in faith! >>>>>>>>> Alberto Vazquez-Dzul >>>>>>>>> Email: betovaz at gmail.com >>>>>>>>> Mobile: (805) 444-0835 >>>>>>>>> GVoice: (805) 768-4798 >>>>>>>>> >>>>>>>>> >>>>>>>> >>>>>>> >>>>>>> >>>>>>> -- >>>>>>> Walk in faith! >>>>>>> Alberto Vazquez-Dzul >>>>>>> Email: betovaz at gmail.com >>>>>>> Mobile: (805) 444-0835 >>>>>>> GVoice: (805) 768-4798 >>>>>>> >>>>>>> >>>>>> >>>>> >>>>> >>>>> -- >>>>> Walk in faith! >>>>> Alberto Vazquez-Dzul >>>>> Email: betovaz at gmail.com >>>>> Mobile: (805) 444-0835 >>>>> GVoice: (805) 768-4798 >>>>> >>>>> >>>> >>> >>> >>> -- >>> Walk in faith! >>> Alberto Vazquez-Dzul >>> Email: betovaz at gmail.com >>> Mobile: (805) 444-0835 >>> GVoice: (805) 768-4798 >>> >>> >> >> >> -- >> Walk in faith! >> Alberto Vazquez-Dzul >> Email: betovaz at gmail.com >> Mobile: (805) 444-0835 >> GVoice: (805) 768-4798 >> >> > -- Walk in faith! Alberto Vazquez-Dzul Email: betovaz at gmail.com Mobile: (805) 444-0835 GVoice: (805) 768-4798 -------------- next part -------------- An HTML attachment was scrubbed... URL: From dario at astro.as.utexas.edu Tue Jun 28 18:40:21 2011 From: dario at astro.as.utexas.edu (Dario Landazuri) Date: Tue, 28 Jun 2011 17:40:21 -0500 Subject: [rt-users] migrating from MySQL to Postgres? In-Reply-To: References: <4E04A965.5040001@astro.as.utexas.edu> Message-ID: <4E0A5855.8030807@astro.as.utexas.edu> Greetings, Some progress has been made on this front. I have made some slight edits to Edward Groenendaal's script found here: http://wiki-archive.bestpractical.com/view/MySQLToPg that Ruslan pointed out. I am now able to migrate data from my mysql database to a postgres one. I'll post that script tomorrow. RT comes up ok with the postgres database, but I am unable to create new tickets - the following error comes up in /var/log/httpd/error_log: [Tue Jun 28 17:31:56 2011] [error] [client 128.83.129.176] FastCGI: server "/opt/rt/rt4/sbin/rt-server.fcgi" stderr: [Tue Jun 28 22:31:56 2011] [crit]: Couldn't create a ticket: Internal Error: Couldn't execute the query 'INSERT INTO Tickets (Subject, Status, Queue, Creator, Owner, LastUpdatedBy, Started, Type, Resolved, Starts, Created, Priority, LastUpdated, Due) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'ERROR: duplicate key value violates unique constraint "tickets_pkey", referer: https:///Ticket/Create.html?Queue=3 Any ideas? I have moved back to the mysql-backed instance for the time being. Thanks, Dario -- ************************************************************ Dario Landazuri dario at astro.as.utexas.edu Systems Administrator (512) 471-3334 McDonald Observatory ************************************************************ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 5065 bytes Desc: S/MIME Cryptographic Signature URL: From jmoseley at corp.xanadoo.com Tue Jun 28 18:52:20 2011 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Tue, 28 Jun 2011 17:52:20 -0500 Subject: [rt-users] migrating from MySQL to Postgres? In-Reply-To: <4E0A5855.8030807@astro.as.utexas.edu> References: <4E04A965.5040001@astro.as.utexas.edu> <4E0A5855.8030807@astro.as.utexas.edu> Message-ID: Dario, I apologize for being slightly off-topic, but your original request stated you wanted to migrate from mysql to postgres to better utilize full text search. I'm sure this has been discussed in other threads, but is their an inherent limitation in mysql that prevents this (ie, you need a lot more memory, faster disk access, etc, using mysql vs. postgres) function from working efficiently (or at all)? Thanks. On Tue, Jun 28, 2011 at 5:40 PM, Dario Landazuri wrote: > Greetings, > > Some progress has been made on this front. I have made some slight edits > to Edward Groenendaal's script found here: > http://wiki-archive.bestpractical.com/view/MySQLToPg that Ruslan pointed > out. I am now able to migrate data from my mysql database to a postgres > one. I'll post that script tomorrow. > -- James Moseley -------------- next part -------------- An HTML attachment was scrubbed... URL: From ezequiel at df.uba.ar Tue Jun 28 18:57:02 2011 From: ezequiel at df.uba.ar (=?ISO-8859-1?Q?Ezequiel_Alf=EDe?=) Date: Tue, 28 Jun 2011 19:57:02 -0300 Subject: [rt-users] Auth:GnuPG: how to reject unsigned email messages from privileged users? Message-ID: <4E0A5C3E.80600@df.uba.ar> I would want to reject gpg unsigned inbound emails and to reject messages with unverified or bad signatures as well. Has anyone done something similar? Thank you, Ezequiel Alf?e From dario at astro.as.utexas.edu Tue Jun 28 19:38:02 2011 From: dario at astro.as.utexas.edu (Dario Landazuri) Date: Tue, 28 Jun 2011 18:38:02 -0500 Subject: [rt-users] migrating from MySQL to Postgres? In-Reply-To: References: <4E04A965.5040001@astro.as.utexas.edu> <4E0A5855.8030807@astro.as.utexas.edu> Message-ID: <4E0A65DA.7060705@astro.as.utexas.edu> James, > Dario, I apologize for being slightly off-topic, but your original > request stated you wanted to migrate from mysql to postgres to better > utilize full text search. I'm sure this has been discussed in other > threads, but is their an inherent limitation in mysql that prevents this > (ie, you need a lot more memory, faster disk access, etc, using mysql > vs. postgres) function from working efficiently (or at all)? No apologies necessary. I made this decision based on Best Practical's assertions in full_text_indexing.pod (in the install tarball) that full text indexing is not supported natively in MySQL, that I'd have to install an external package to get it, and that I'd likely have to recompile MySQL from source to properly integrate MySQL with the external indexing engine. Whereas PostgreSQL supports full text indexing natively, and I can get (maintained) packages for it straight from postgres.org. (Side note: I've changed from digest subscription to full for the time being - no need to cc me on messages anymore) Cheers, Dario -- ************************************************************ Dario Landazuri dario at astro.as.utexas.edu Systems Analyst (512) 471-3334 McDonald Observatory ************************************************************ From athompso at athompso.net Tue Jun 28 23:29:33 2011 From: athompso at athompso.net (Adam Thompson) Date: Tue, 28 Jun 2011 22:29:33 -0500 Subject: [rt-users] view original html attachment? In-Reply-To: <4E088D62.1020206@bestpractical.com> References: <004a01cc341b$2045fa00$60d1ee00$@athompso.net> <4E088D62.1020206@bestpractical.com> Message-ID: <005601cc360c$c3bad2d0$4b307870$@athompso.net> > Displaying as unsanitized HTML is a security risk that allows > cross-site scripting attacks. If you really want to, you can set > the option below. > From etc/RT_Config.pm: > > =item C<$TrustHTMLAttachments> > > If C is not defined, we will display them as > text. This prevents malicious HTML and JavaScript from being sent > in a request (although there is probably more to it than that) > > =cut > > Set($TrustHTMLAttachments, undef); > > Thomas That does pretty much exactly what I wanted, thank you. I misinterpreted that option, I thought what it affected was the sanitized HTML display in the ticket history... The description for the option makes sense, once you remember that all HTML email is actually an unnamed MIME part, treated as an "attachment" in the underlying mail-processing code. I would suggest editing RT_Config.pm as so: Always download attachments, regardless of content type. If set, this - overrides C. + overrides C. See also PreferRichText for the + display of HTML content in ticket history. to make that just a little bit clearer. Thank you for the pointer, -Adam Thompson athompso at athompso.net (204) 291-7950 - direct (204) 489-6515 - fax From bertignac at gmail.com Wed Jun 29 03:01:31 2011 From: bertignac at gmail.com (L B) Date: Wed, 29 Jun 2011 09:01:31 +0200 Subject: [rt-users] Having the last transaction (or the full ticket) in emails on queue or owner changes In-Reply-To: References: <20110623114014.GJ912@jibsheet.com> Message-ID: Here is a version a bit improved : Last correspondence of the ticket: ================================== { my $txns = $Ticket->Transactions; $txns->Limit( FIELD => 'Type', VALUE => $_, ) for qw(Create Correspond Comment); my $last_content; my $AttachmentObjects = $txns->Last()->Attachments; while( my $at = $AttachmentObjects->Next()){ next if $at->ContentType !~ m!^(text/html|text/plain|message|text$)!i; $last_content = $at->Content; } $html = HTML::TreeBuilder->new(); $html->parse($last_content); $formatter = HTML::FormatText->new(leftmargin => 0, rightmargin => 50); $formatter->format($html); } -- L.B. From mike.johnson at nosm.ca Wed Jun 29 08:37:06 2011 From: mike.johnson at nosm.ca (Mike Johnson) Date: Wed, 29 Jun 2011 08:37:06 -0400 Subject: [rt-users] New Queue won't accept requestor replys In-Reply-To: References: Message-ID: Much appreciated Kenn, You were absolutely correct... when looking at it closer... found the simple thing I was missing. The email I was generating was from the autoreply from the ticket creation, which uses the Queue's email address setup in the config of the queue. That email address was missing a character(booking instead of bookings).... was throwing me for a loop, I knew it was something simple but I looked at it 1000 times and couldn't see it :( Very much appreciated... if I had hair it would be gone... but your response would allow it to grow back :D Thanks! Mike. On Mon, Jun 27, 2011 at 4:11 PM, Kenneth Crocker wrote: > Mike, > > On first glance, I'd say the "Requestor" did NOT include a RT::Queue > address when responding. Either the "To:" or a "Cc:" or even a "Bcc:" needs > to have the RT Queue address in order for RT to get the response. On TOP of > that, the ticket number needs to be referenced in the subject line or RT > will create a new ticket with that response instead of putting it into > ticket history. > > That's at "First Glance". > > Hope this helps. > > Kenn > LBNL > > On Mon, Jun 27, 2011 at 8:32 AM, Mike Johnson wrote: > >> Hi folks, >> >> I'm missing something simple, but cannot find it. >> >> I've setup a new queue. I've set permissions to what I believe most of my >> other queues have. >> >> For some reason a reply by email from a requestor isn't showing up in the >> ticket. >> >> In my testing, I've added the "ReplyToTicket" right to both places now... >> >> Configuration - Global - Group Rights >> Role >> - requestor >> >> and >> >> Configuration - Queue - Group Rights >> Role >> - requestor >> >> >> Is there something that would trump this? can you think of something I >> missed? >> >> I've tested a privileged user, existing non-privileged user, and a freshly >> created(auto by email submission) non-privileged user. In all cases they can >> create a ticket, can reply to tickets that they are not the requestor of >> just fine but can't reply to tickets they are the requestor on. >> >> Any thoughts on where to look would be appreciated. >> >> Thanks! >> Mike. >> -- >> 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 > -- 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Wed Jun 29 08:58:16 2011 From: ktm at rice.edu (ktm at rice.edu) Date: Wed, 29 Jun 2011 07:58:16 -0500 Subject: [rt-users] migrating from MySQL to Postgres? In-Reply-To: <4E0A5855.8030807@astro.as.utexas.edu> References: <4E04A965.5040001@astro.as.utexas.edu> <4E0A5855.8030807@astro.as.utexas.edu> Message-ID: <20110629125816.GC18055@staff-mud-56-27.rice.edu> On Tue, Jun 28, 2011 at 05:40:21PM -0500, Dario Landazuri wrote: > Greetings, > > Some progress has been made on this front. I have made some slight > edits to Edward Groenendaal's script found here: > http://wiki-archive.bestpractical.com/view/MySQLToPg that Ruslan > pointed out. I am now able to migrate data from my mysql database > to a postgres one. I'll post that script tomorrow. > > RT comes up ok with the postgres database, but I am unable to create > new tickets - the following error comes up in > /var/log/httpd/error_log: > > [Tue Jun 28 17:31:56 2011] [error] [client 128.83.129.176] FastCGI: > server "/opt/rt/rt4/sbin/rt-server.fcgi" stderr: [Tue Jun 28 > 22:31:56 2011] [crit]: Couldn't create a ticket: Internal Error: > Couldn't execute the query 'INSERT INTO Tickets (Subject, Status, > Queue, Creator, Owner, LastUpdatedBy, Started, Type, Resolved, > Starts, Created, Priority, LastUpdated, Due) VALUES (?, ?, ?, ?, ?, > ?, ?, ?, ?, ?, ?, ?, ?, ?)'ERROR: duplicate key value violates > unique constraint "tickets_pkey", referer: https:// instance>/Ticket/Create.html?Queue=3 > > Any ideas? I have moved back to the mysql-backed instance for the > time being. > > Thanks, > Dario > > -- > ************************************************************ > Dario Landazuri dario at astro.as.utexas.edu > Systems Administrator (512) 471-3334 > McDonald Observatory > ************************************************************ > Hi Dario, I think you need to make certain you set the start points of the serial columns/sequences for the PostgreSQL version to after the last value for each PK. Then you will get a new/unique value for each insert thereafter. Cheers, Ken From seanmcdaid2000 at gmail.com Wed Jun 29 09:35:25 2011 From: seanmcdaid2000 at gmail.com (Sean McDaid) Date: Wed, 29 Jun 2011 14:35:25 +0100 Subject: [rt-users] New install of RT4 crashes Internet Explorer 8 Message-ID: I have installed Request Tracker 4.0.0 on CentOS release 5.6. The database is MySQL 5 which is running remotely from the RT instance. When I create a very large ticket or open a migrated large ticket with Firefox there are no problems. But when I open the same ticket with IE8, it either crashes or takes a very long time to open. If the ticket loads and I resize the IE window or scroll up and down the window again freezes. I have check the RT logs in Debug when loading from both Firefox and IE and don't see any differences. I also thought it might have been a problem with the migrated data from RT 3.6 but this issue is happening with newly created tickets. Does anyone have an Idea what may be happening here? Thanks Sean -------------- next part -------------- An HTML attachment was scrubbed... URL: From dario at astro.as.utexas.edu Wed Jun 29 11:02:47 2011 From: dario at astro.as.utexas.edu (Dario Landazuri) Date: Wed, 29 Jun 2011 10:02:47 -0500 Subject: [rt-users] migrating from MySQL to Postgres? In-Reply-To: <20110629125816.GC18055@staff-mud-56-27.rice.edu> References: <4E04A965.5040001@astro.as.utexas.edu> <4E0A5855.8030807@astro.as.utexas.edu> <20110629125816.GC18055@staff-mud-56-27.rice.edu> Message-ID: <4E0B3E97.2090806@astro.as.utexas.edu> Ken, > I think you need to make certain you set the start points of the > serial columns/sequences for the PostgreSQL version to after the > last value for each PK. Then you will get a new/unique value > for each insert thereafter. D'oh, yeah. Missed the bits at the top of the old wiki page talking about that. Thanks. -Dario -- ************************************************************ Dario Landazuri dario at astro.as.utexas.edu Systems Administrator (512) 471-3334 McDonald Observatory ************************************************************ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 5065 bytes Desc: S/MIME Cryptographic Signature URL: From CLasater at taleo.com Wed Jun 29 11:05:30 2011 From: CLasater at taleo.com (Christopher Lasater) Date: Wed, 29 Jun 2011 11:05:30 -0400 Subject: [rt-users] New install of RT4 crashes Internet Explorer 8 In-Reply-To: References: Message-ID: <23037DC22CE8C3428E7636883099F1AA6F9D887F18@JXVXMP01.wwcorp.net> Hey Sean, Did you check out the new release 4.0.1. One of the bug fixes is: Javascript fixes for IE8 in the admin UI. Might help you out. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sean McDaid Sent: Wednesday, June 29, 2011 9:35 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] New install of RT4 crashes Internet Explorer 8 I have installed Request Tracker 4.0.0 on CentOS release 5.6. The database is MySQL 5 which is running remotely from the RT instance. When I create a very large ticket or open a migrated large ticket with Firefox there are no problems. But when I open the same ticket with IE8, it either crashes or takes a very long time to open. If the ticket loads and I resize the IE window or scroll up and down the window again freezes. I have check the RT logs in Debug when loading from both Firefox and IE and don't see any differences. I also thought it might have been a problem with the migrated data from RT 3.6 but this issue is happening with newly created tickets. Does anyone have an Idea what may be happening here? Thanks Sean -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 475 bytes Desc: not available URL: From seanmcdaid2000 at gmail.com Wed Jun 29 11:43:14 2011 From: seanmcdaid2000 at gmail.com (Sean McDaid) Date: Wed, 29 Jun 2011 16:43:14 +0100 Subject: [rt-users] New install of RT4 crashes Internet Explorer 8 In-Reply-To: <23037DC22CE8C3428E7636883099F1AA6F9D887F17@JXVXMP01.wwcorp.net> References: <23037DC22CE8C3428E7636883099F1AA6F9D887F17@JXVXMP01.wwcorp.net> Message-ID: Hi Christopher, That actually seems like the issue. From Internet Options I've turned off Scripting and the problem is no-longer present. I'll upgrade to the new release to see if that resolves issue. Regards Sean On Wed, Jun 29, 2011 at 4:05 PM, Christopher Lasater wrote: > Hey Sean,**** > > Did you check out the new release 4.0.1. One of the bug > fixes is:**** > > ** ** > > Javascript fixes for IE8 in the admin UI.**** > > ** ** > > Might help you out.**** > > ** ** > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Sean McDaid > *Sent:* Wednesday, June 29, 2011 9:35 AM > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] New install of RT4 crashes Internet Explorer 8**** > > ** ** > > I have installed Request Tracker 4.0.0 on CentOS release 5.6. The database > is MySQL 5 which is running remotely from the RT instance. > > When I create a very large ticket or open a migrated large ticket with > Firefox there are no problems. But when I open the same ticket with IE8, it > either crashes or takes a very long time to open. > If the ticket loads and I resize the IE window or scroll up and down the > window again freezes. > > I have check the RT logs in Debug when loading from both Firefox and IE and > don't see any differences. I also thought it might have been a problem with > the migrated data from RT 3.6 but this issue is happening with newly created > tickets. > > Does anyone have an Idea what may be happening here? > > Thanks > Sean**** > -------------- next part -------------- An HTML attachment was scrubbed... URL: From joydragon at gmail.com Wed Jun 29 13:42:31 2011 From: joydragon at gmail.com (Joy Dragon) Date: Wed, 29 Jun 2011 13:42:31 -0400 Subject: [rt-users] Ougoing Mail without Rich Text fotmatting Message-ID: I'm having trouble with a configuration of RT, because I have in my instalation the wyswyg editor but in the outgoing email all the html format is stripped. If I try to reply a mail and in that reply I put a simple green and bold text the output of the mail is just the text and all the html format is gone Where is that configuration? How can I tell if it's a RT configuration problem or a mail server "feature"? Thanks in advance Joy Dragon unki no ryoushi From seanmcdaid2000 at gmail.com Wed Jun 29 13:55:24 2011 From: seanmcdaid2000 at gmail.com (Sean McDaid) Date: Wed, 29 Jun 2011 18:55:24 +0100 Subject: [rt-users] New install of RT4 crashes Internet Explorer 8 In-Reply-To: References: <23037DC22CE8C3428E7636883099F1AA6F9D887F17@JXVXMP01.wwcorp.net> Message-ID: OK so I've upgraded to 4.0.1 and the issue persists. Again when I turn off the scripts the problem is solved. Sean On Wed, Jun 29, 2011 at 4:43 PM, Sean McDaid wrote: > Hi Christopher, > > That actually seems like the issue. From Internet Options I've turned off > Scripting and the problem is no-longer present. > I'll upgrade to the new release to see if that resolves issue. > > Regards > Sean > > > On Wed, Jun 29, 2011 at 4:05 PM, Christopher Lasater wrote: > >> Hey Sean,**** >> >> Did you check out the new release 4.0.1. One of the bug >> fixes is:**** >> >> ** ** >> >> Javascript fixes for IE8 in the admin UI.**** >> >> ** ** >> >> Might help you out.**** >> >> ** ** >> >> *From:* rt-users-bounces at lists.bestpractical.com [mailto: >> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Sean McDaid >> *Sent:* Wednesday, June 29, 2011 9:35 AM >> *To:* rt-users at lists.bestpractical.com >> *Subject:* [rt-users] New install of RT4 crashes Internet Explorer 8**** >> >> ** ** >> >> I have installed Request Tracker 4.0.0 on CentOS release 5.6. The database >> is MySQL 5 which is running remotely from the RT instance. >> >> When I create a very large ticket or open a migrated large ticket with >> Firefox there are no problems. But when I open the same ticket with IE8, it >> either crashes or takes a very long time to open. >> If the ticket loads and I resize the IE window or scroll up and down the >> window again freezes. >> >> I have check the RT logs in Debug when loading from both Firefox and IE >> and don't see any differences. I also thought it might have been a problem >> with the migrated data from RT 3.6 but this issue is happening with newly >> created tickets. >> >> Does anyone have an Idea what may be happening here? >> >> Thanks >> Sean**** >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Jun 29 13:57:52 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 29 Jun 2011 13:57:52 -0400 Subject: [rt-users] New install of RT4 crashes Internet Explorer 8 In-Reply-To: References: <23037DC22CE8C3428E7636883099F1AA6F9D887F17@JXVXMP01.wwcorp.net> Message-ID: <4E0B67A0.8000601@bestpractical.com> > 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 From falcone at bestpractical.com Wed Jun 29 14:21:20 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 29 Jun 2011 14:21:20 -0400 Subject: [rt-users] Ougoing Mail without Rich Text fotmatting In-Reply-To: References: Message-ID: <20110629182120.GA876@jibsheet.com> On Wed, Jun 29, 2011 at 01:42:31PM -0400, Joy Dragon wrote: > I'm having trouble with a configuration of RT, because I have in my > instalation the wyswyg editor but in the outgoing email all the html > format is stripped. > If I try to reply a mail and in that reply I put a simple green and > bold text the output of the mail is just the text and all the html > format is gone > Where is that configuration? How can I tell if it's a RT configuration > problem or a mail server "feature"? I believe you need to review docs/customising/templates.pod and turn your templates into HTML mail -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 29 14:25:50 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 29 Jun 2011 14:25:50 -0400 Subject: [rt-users] ExternalAuth 'environment' type In-Reply-To: References: <20110623113634.GI912@jibsheet.com> Message-ID: <20110629182550.GB876@jibsheet.com> On Fri, Jun 24, 2011 at 09:29:46AM +1000, David Nillesen wrote: > > Running > > > > git diff 0.08..0.09 | grep -i environment > > > > in the rt-authen-externalauth git repo doesn't find me any results. > > Did you perhaps have a local mod? > > > > If you're referring to REMOTE_USER that's something that RT handles > > without an extension. > > > > -kevin > > Wow, OK. Apparently I need to work on my documentation a bit more. > > It adds configurable element for an environment variable that contains > a username to be trusted. From memory my plans were to use webauth > eventually via the apache module/plugin. > > The only thing I can think of is that I liked the LDAP mapping > features of externalauth better then the core features. > > Feel free to use the patch if you think it is in any way useful. My > apologies if I have copied it from someone else, but I honestly don't > remember how I got to this point :) What you could do is auth with mod_auth_kerb or some other apache mod and then use the info features of RT-Authen-ExternalAuth to pull info from REMOTE_USER. I believe there is an open bug about that with a fix in the repo but unreleased. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 29 14:27:21 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 29 Jun 2011 14:27:21 -0400 Subject: [rt-users] easiest way to not generate emails on a per-ticket basis? In-Reply-To: <005701cc341c$f02b9b20$d082d160$@athompso.net> References: <005701cc341c$f02b9b20$d082d160$@athompso.net> Message-ID: <20110629182721.GC876@jibsheet.com> On Sun, Jun 26, 2011 at 11:20:17AM -0500, Adam Thompson wrote: > In one application, I have a helpdesk that will be entering tickets on behalf of users who > call in; those users will not have direct access to RT. I would like the helpdesk to enter > the tickets with the user's actual email address as the Requestor, both for ease of tracking > (otherwise "support@" is going to own a LOT of tickets) and to ease the transition later when > we do give the end-users direct access. > > However, in the meantime, I want to be able to easily control whether an email gets sent out > or not. I don't want to disable emails globally, since we already use RT's email capabilities > for internal clients. > > I can handle setting up special "outside" queues that don't send email, if that's the easiest > way. What I think would be ideal would be a checkbox on the Create Ticket screen called > "disable email for this ticket" with a default that I can set per queue, but obviously that > feature doesn't exist right now. In its absence, I'm looking for suggestions on how best to > do this. You can do this with a Custom Field that you tweak the notify scrips to care about. I believe there have been multiple examples posted to the mailing lists about that. However, you don't specify if you're looking to not notify requestors on create, ever. And the same question for queue watchers. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 29 14:28:10 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 29 Jun 2011 14:28:10 -0400 Subject: [rt-users] ExternalAuth for requestors but not privileged users? In-Reply-To: <008e01cc3424$b4def780$1e9ce680$@athompso.net> References: <008e01cc3424$b4def780$1e9ce680$@athompso.net> Message-ID: <20110629182810.GD876@jibsheet.com> On Sun, Jun 26, 2011 at 12:15:54PM -0500, Adam Thompson wrote: > I think this will work, soliciting opinions before I do something stupid, though: > > - Large group of unprivileged users (i.e. requestors), accessible via LDAP > - Small group of privileged users (i.e. staff), NOT in that ldap directory > > I create the staff in the local RT user database, and set up ExternalAuth to the LDAP > directory.? Pass-through feature allows staff to log in and use the system, but everything > gets searched for in LDAP first.? Right? RT-Authen-ExternalAuth falls back to internal auth if the username / pass doesn't match in LDAP -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From joydragon at gmail.com Wed Jun 29 14:58:50 2011 From: joydragon at gmail.com (Joy Dragon) Date: Wed, 29 Jun 2011 14:58:50 -0400 Subject: [rt-users] Ougoing Mail without Rich Text fotmatting In-Reply-To: <20110629182120.GA876@jibsheet.com> References: <20110629182120.GA876@jibsheet.com> Message-ID: Thanks for that info. But in this stage I'm not using any specific templates to reply. I'm just typing stuff into the editor box. Where can I find the default template or something like that so I can change it globally to text/html? Joy Dragon unki no ryoushi On Wed, Jun 29, 2011 at 2:21 PM, Kevin Falcone wrote: > On Wed, Jun 29, 2011 at 01:42:31PM -0400, Joy Dragon wrote: >> I'm having trouble with a configuration of RT, because I have in my >> instalation the wyswyg editor but in the outgoing email all the html >> format is stripped. >> If I try to reply a mail and in that reply I put a simple green and >> bold text the output of the mail is just the text and all the html >> format is gone >> Where is that configuration? How can I tell if it's a RT configuration >> problem or a mail server "feature"? > > I believe you need to review docs/customising/templates.pod and turn > your templates into HTML mail > > -kevin > > > -------- > 2011 Training: http://bestpractical.com/services/training.html > From joydragon at gmail.com Wed Jun 29 15:50:34 2011 From: joydragon at gmail.com (Joy Dragon) Date: Wed, 29 Jun 2011 15:50:34 -0400 Subject: [rt-users] Ougoing Mail without Rich Text fotmatting In-Reply-To: References: <20110629182120.GA876@jibsheet.com> Message-ID: Sorry but I got it now You must edit it in: Tools-> Configuration -> Global -> Templates each template that you want to be with html and include the header Content-Type: text/html in it I think that is the only thing Thanks again :P Joy Dragon unki no ryoushi On Wed, Jun 29, 2011 at 2:58 PM, Joy Dragon wrote: > Thanks for that info. > But in this stage I'm not using any specific templates to reply. > I'm just typing stuff into the editor box. Where can I find the > default template or something like that so I can change it globally to > text/html? > > Joy Dragon unki no ryoushi > > > > On Wed, Jun 29, 2011 at 2:21 PM, Kevin Falcone > wrote: >> On Wed, Jun 29, 2011 at 01:42:31PM -0400, Joy Dragon wrote: >>> I'm having trouble with a configuration of RT, because I have in my >>> instalation the wyswyg editor but in the outgoing email all the html >>> format is stripped. >>> If I try to reply a mail and in that reply I put a simple green and >>> bold text the output of the mail is just the text and all the html >>> format is gone >>> Where is that configuration? How can I tell if it's a RT configuration >>> problem or a mail server "feature"? >> >> I believe you need to review docs/customising/templates.pod and turn >> your templates into HTML mail >> >> -kevin >> >> >> -------- >> 2011 Training: http://bestpractical.com/services/training.html >> > From falcone at bestpractical.com Wed Jun 29 16:18:28 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 29 Jun 2011 16:18:28 -0400 Subject: [rt-users] Running /opt/rt4/sbin/rt-clean-sessions and general speed of rt. In-Reply-To: <20110627114954.GA20286@depesz.com> References: <20110627114954.GA20286@depesz.com> Message-ID: <20110629201828.GE876@jibsheet.com> On Mon, Jun 27, 2011 at 01:49:54PM +0200, hubert depesz lubaczewski wrote: > Tried to test-run rt-clean-sessions and got: > =# /opt/rt4/sbin/rt-clean-sessions --older 7D > Can't locate object method "_CleariOldDir" via package "RT::Interface::Web::Session" at /opt/rt4/sbin/../lib/RT/Interface/Web/Session.pm line 173. > > I'm using Apache::Session::File: Thanks, it appears there was a stupid typo in the session file cleaner that doesn't exist in the DB session cleaner. Patches have hit 4.0 and 3.8 trunks -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 29 16:29:30 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 29 Jun 2011 16:29:30 -0400 Subject: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket In-Reply-To: <23037DC22CE8C3428E7636883099F1AA6F9D8879EA@JXVXMP01.wwcorp.net> References: <23037DC22CE8C3428E7636883099F1AA6F9D887763@JXVXMP01.wwcorp.net> <23037DC22CE8C3428E7636883099F1AA6F9D8879EA@JXVXMP01.wwcorp.net> Message-ID: <20110629202930.GF876@jibsheet.com> On Tue, Jun 28, 2011 at 10:49:20AM -0400, Christopher Lasater wrote: > Ohh yeah, this is RT-4.0. Is this also the behavior in previous versions? When you reject an Approvals ticket it should cascade that Reject back up to the Original ticket automatically. That is built-in default behavior. There is no code to prevent you from resolving it after it has been rejected. -kevin > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater > Sent: Monday, June 27, 2011 3:26 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket > > > > Hello, > > Not sure if this is normal, but I have a Queue set up so that when a ticket is > created it will automatically create another ticket for Approval. This seems to be working > well, since the original ticket is immediately created with a Dependency for the Approval > ticket. If I try to Resolve the ticket before the approval process I get a dependency error, > which is what I expect, but if I reject the approval I can then resolve the original ticket. > Shouldn't I get an error message at this point saying it cannot be resolved and needs to be > rejected? Or have the approval automatically reject/close/resolve the original ticket? > > > > Thanks > > > > > > Christopher Lasater > Technology Analyst I > Taleo > T. 904.520.6046 > E. [1]clasater at taleo.com > [2]TALEO > > This email and any attachments thereto may contain private, confidential, and privileged > material for the sole use of the intended recipient named in the original email to which this > message was attached. Any review, copying, or distribution of this email (or any attachments > thereto) by others is strictly prohibited. If you are not the intended recipient, please > return this email to the sender immediately and permanently delete the original and any copies > of this email and any attachments thereto. > > > > References > > Visible links > 1. mailto:clasater at taleo.com > 2. http://www.taleo.com/ > -----BEGIN PGP SIGNATURE----- > Version: 10.1.0 (Build 860) > > iQEVAwUBTgnp8HUEnna91A87AQiAfggApHjAjR18f+ngBCyoMQASu4ez5Ae/Xzgk > PtCumIiFmqyAvQcXKFIysehccqQUdMUbz109Gq1JE9EMSxG2C/s9UOsCPGSE+VIL > XKmC72S3ng2ii0URBXeyOKgxiE2hUMGgPYG6N0TIe45O+LQxe6GA7bibIHqrbekT > mf2nkaJzuq7Mnq06NO4EJrGE9RnBq63BVIYwkWHY324OEKd+skhgOOADnhSs0+t7 > KSomVp2LUSrd/uwhexo+pYAb8Yy9bN2y3yMUW85Tqj2XfEeQ4CD4icafzSizwNCH > /pQCZDk2rmQXIQc+liFlBgotfh+iFErXoP9sZ8l9s7mTjT021XkjCg== > =ZVsj > -----END PGP SIGNATURE----- > > -------- > 2011 Training: http://bestpractical.com/services/training.html -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From CLasater at taleo.com Wed Jun 29 16:45:05 2011 From: CLasater at taleo.com (Christopher Lasater) Date: Wed, 29 Jun 2011 16:45:05 -0400 Subject: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket In-Reply-To: <20110629202930.GF876@jibsheet.com> References: <23037DC22CE8C3428E7636883099F1AA6F9D887763@JXVXMP01.wwcorp.net> <23037DC22CE8C3428E7636883099F1AA6F9D8879EA@JXVXMP01.wwcorp.net> <20110629202930.GF876@jibsheet.com> Message-ID: <23037DC22CE8C3428E7636883099F1AA6F9D8881AF@JXVXMP01.wwcorp.net> What do you mean by cascade the reject up to the Original ticket? The original ticket shows that the depends on ticket (the approval) is rejected, but the status for the original does not changed... -----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, June 29, 2011 4:30 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket On Tue, Jun 28, 2011 at 10:49:20AM -0400, Christopher Lasater wrote: > Ohh yeah, this is RT-4.0. Is this also the behavior in previous versions? When you reject an Approvals ticket it should cascade that Reject back up to the Original ticket automatically. That is built-in default behavior. There is no code to prevent you from resolving it after it has been rejected. -kevin > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater > Sent: Monday, June 27, 2011 3:26 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Ticket can be Resolved when Depending on > Rejected Approval Ticket > > > > Hello, > > Not sure if this is normal, but I have a Queue set up so that when a ticket is > created it will automatically create another ticket for Approval. This seems to be working > well, since the original ticket is immediately created with a Dependency for the Approval > ticket. If I try to Resolve the ticket before the approval process I get a dependency error, > which is what I expect, but if I reject the approval I can then resolve the original ticket. > Shouldn't I get an error message at this point saying it cannot be resolved and needs to be > rejected? Or have the approval automatically reject/close/resolve the original ticket? > > > > Thanks > > > > > > Christopher Lasater > Technology Analyst I > Taleo > T. 904.520.6046 > E. [1]clasater at taleo.com > [2]TALEO > > This email and any attachments thereto may contain private, confidential, and privileged > material for the sole use of the intended recipient named in the original email to which this > message was attached. Any review, copying, or distribution of this email (or any attachments > thereto) by others is strictly prohibited. If you are not the intended recipient, please > return this email to the sender immediately and permanently delete the original and any copies > of this email and any attachments thereto. > > > > References > > Visible links > 1. mailto:clasater at taleo.com > 2. http://www.taleo.com/ > -----BEGIN PGP SIGNATURE----- > Version: 10.1.0 (Build 860) > > iQEVAwUBTgnp8HUEnna91A87AQiAfggApHjAjR18f+ngBCyoMQASu4ez5Ae/Xzgk > PtCumIiFmqyAvQcXKFIysehccqQUdMUbz109Gq1JE9EMSxG2C/s9UOsCPGSE+VIL > XKmC72S3ng2ii0URBXeyOKgxiE2hUMGgPYG6N0TIe45O+LQxe6GA7bibIHqrbekT > mf2nkaJzuq7Mnq06NO4EJrGE9RnBq63BVIYwkWHY324OEKd+skhgOOADnhSs0+t7 > KSomVp2LUSrd/uwhexo+pYAb8Yy9bN2y3yMUW85Tqj2XfEeQ4CD4icafzSizwNCH > /pQCZDk2rmQXIQc+liFlBgotfh+iFErXoP9sZ8l9s7mTjT021XkjCg== > =ZVsj > -----END PGP SIGNATURE----- > > -------- > 2011 Training: http://bestpractical.com/services/training.html -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 475 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 29 16:45:23 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 29 Jun 2011 16:45:23 -0400 Subject: [rt-users] Running /opt/rt4/sbin/rt-clean-sessions and general speed of rt. In-Reply-To: <20110627143406.GB28727@depesz.com> References: <20110627114954.GA20286@depesz.com> <4E089167.30401@bestpractical.com> <20110627143406.GB28727@depesz.com> Message-ID: <20110629204523.GG876@jibsheet.com> > > Final question that stands is: how to decrease number of worker > processes in both starman and normal rt-server? When you run rt-server, you'll note the following line: Plack::Handler::Starlet: Accepting connections at http://0:8923/ Similarly, you'd see Plack::Handler::Starlet They document their command line parameters for limiting children http://search.cpan.org/dist/Starlet/ http://search.cpan.org/dist/Starman/ But in general --workers 2 will do what you want -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 29 16:50:10 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 29 Jun 2011 16:50:10 -0400 Subject: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket In-Reply-To: <23037DC22CE8C3428E7636883099F1AA6F9D8881AF@JXVXMP01.wwcorp.net> References: <23037DC22CE8C3428E7636883099F1AA6F9D887763@JXVXMP01.wwcorp.net> <23037DC22CE8C3428E7636883099F1AA6F9D8879EA@JXVXMP01.wwcorp.net> <20110629202930.GF876@jibsheet.com> <23037DC22CE8C3428E7636883099F1AA6F9D8881AF@JXVXMP01.wwcorp.net> Message-ID: <20110629205010.GH876@jibsheet.com> On Wed, Jun 29, 2011 at 04:45:05PM -0400, Christopher Lasater wrote: > What do you mean by cascade the reject up to the Original ticket? The original ticket shows that the depends on ticket (the approval) is rejected, but the status for the original does not changed... When a ticket in the ___Approvals queue is rejected, there is code to run and reject the original ticket. lib/RT/Approval/Rule/Rejected.pm -kevin > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: Wednesday, June 29, 2011 4:30 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket > > On Tue, Jun 28, 2011 at 10:49:20AM -0400, Christopher Lasater wrote: > > Ohh yeah, this is RT-4.0. Is this also the behavior in previous versions? > > When you reject an Approvals ticket it should cascade that Reject back up to the Original ticket automatically. That is built-in default behavior. > > There is no code to prevent you from resolving it after it has been rejected. > > -kevin > > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater > > Sent: Monday, June 27, 2011 3:26 PM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] Ticket can be Resolved when Depending on > > Rejected Approval Ticket > > > > > > > > Hello, > > > > Not sure if this is normal, but I have a Queue set up so that when a ticket is > > created it will automatically create another ticket for Approval. This seems to be working > > well, since the original ticket is immediately created with a Dependency for the Approval > > ticket. If I try to Resolve the ticket before the approval process I get a dependency error, > > which is what I expect, but if I reject the approval I can then resolve the original ticket. > > Shouldn't I get an error message at this point saying it cannot be resolved and needs to be > > rejected? Or have the approval automatically reject/close/resolve the original ticket? > > > > > > > > Thanks > > > > > > > > > > > > Christopher Lasater > > Technology Analyst I > > Taleo > > T. 904.520.6046 > > E. [1]clasater at taleo.com > > [2]TALEO > > > > This email and any attachments thereto may contain private, confidential, and privileged > > material for the sole use of the intended recipient named in the original email to which this > > message was attached. Any review, copying, or distribution of this email (or any attachments > > thereto) by others is strictly prohibited. If you are not the intended recipient, please > > return this email to the sender immediately and permanently delete the original and any copies > > of this email and any attachments thereto. > > > > > > > > References > > > > Visible links > > 1. mailto:clasater at taleo.com > > 2. http://www.taleo.com/ > > > > > -----BEGIN PGP SIGNATURE----- > > Version: 10.1.0 (Build 860) > > > > iQEVAwUBTgnp8HUEnna91A87AQiAfggApHjAjR18f+ngBCyoMQASu4ez5Ae/Xzgk > > PtCumIiFmqyAvQcXKFIysehccqQUdMUbz109Gq1JE9EMSxG2C/s9UOsCPGSE+VIL > > XKmC72S3ng2ii0URBXeyOKgxiE2hUMGgPYG6N0TIe45O+LQxe6GA7bibIHqrbekT > > mf2nkaJzuq7Mnq06NO4EJrGE9RnBq63BVIYwkWHY324OEKd+skhgOOADnhSs0+t7 > > KSomVp2LUSrd/uwhexo+pYAb8Yy9bN2y3yMUW85Tqj2XfEeQ4CD4icafzSizwNCH > > /pQCZDk2rmQXIQc+liFlBgotfh+iFErXoP9sZ8l9s7mTjT021XkjCg== > > =ZVsj > > -----END PGP SIGNATURE----- > > > > > > -------- > > 2011 Training: http://bestpractical.com/services/training.html > > -----BEGIN PGP SIGNATURE----- > Version: 10.1.0 (Build 860) > > iQEVAwUBTguO0HUEnna91A87AQhA5gf/dXHYxPn35o0xgQbp89PanrerG3X+euJe > 9cM5tJPK28ZqXhJYEZaV7gqIKu+X3SXSxJ7TeryyqRlMoDCuMkmWM4oXBO+0UJsB > xY/ZotVaeRWmbLY2tdyiNaHcsNyuVScGfAQoxlQsNDFrYjQdabRZZIi4JyezZ1Yw > yZyxm686bLybynbFImJxyG9PgqZX/I6NT2R0o49R3HZlnYmRzA7mkhj+2JDNGk6U > ShmkTlANYfgatjr51d6pMEv0bsqKHpCjetlTYqUsfKYYEMXXg7LIIDM3g1em91Tb > 5Ms6YR2uLnLlE+EOzo6Ff6eKjQh98+/iWPkNOsxjlGsl29hd+s0+sg== > =pImD > -----END PGP SIGNATURE----- > > -------- > 2011 Training: http://bestpractical.com/services/training.html -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From dario at astro.as.utexas.edu Wed Jun 29 16:57:50 2011 From: dario at astro.as.utexas.edu (Dario Landazuri) Date: Wed, 29 Jun 2011 15:57:50 -0500 Subject: [rt-users] migrating from MySQL to Postgres? - SUCCESS! In-Reply-To: <4E0B3E97.2090806@astro.as.utexas.edu> References: <4E04A965.5040001@astro.as.utexas.edu> <4E0A5855.8030807@astro.as.utexas.edu> <20110629125816.GC18055@staff-mud-56-27.rice.edu> <4E0B3E97.2090806@astro.as.utexas.edu> Message-ID: <4E0B91CE.2000607@astro.as.utexas.edu> Alright, I'm up and running on Postgres now instead. Here's a rough writeup of what I did - most of it was to adapt/follow the instructions put forth by Edward Groenendaal at the bottom of the old wiki page Ruslan posted the link to: http://wiki-archive.bestpractical.com/view/MySQLToPg One difference is that I was only using one machine. Also, I was already running 4.0.1, so upgrading the database weren't needed. This was done with Postgres 9.0 on a machine running RHEL5. 1) Install PostgreSQL 9.0 from the "official" yum repo found here: http://yum.pgrpms.org/howtoyum.php 2) "Reinstalled" RT to use postgres. I simply used --prefix to put it into a different directory. Specifically, I installed to /opt/rt/rt4-pg. I also moved the current (MySQL-based) installation to /opt/rt/rt-mysql and created a link (ln -s rt4-mysql rt4) to facilitate later easy switching back to the mysql version if needed. 3) make initialize-database 4) dropdb -U postgres rt4 5) createdb -U postgres rt4 6) psql -U postgres rt4 < /opt/rt/rt4-pg/etc/schema.Pg 7) Turn off apache and sendmail to facilitate the migration. 8) ./RTmysqltoPg (an updated/edited version of the script Edward presented) This took maybe 10 or 15 minutes, since we don't have a large RT instance here - only ~14k tickets. 9) Move the rt4 link in /opt/rt to point to /opt/rt/rt4-pg. 10) Copy over RT_SiteConfig.pm from /opt/rt/rt4-mysql. Add a line for the different dba user and change the line for the dba password. 11) Start apache and sendmail again, check that it works. 12) Profit! Once it looked like it was working correctly, I proceeded to enable full text indexing and begin the initial index as per the instructions in full_text_indexing.pod. The script from step 8 is attached to this email. Here're the changes I made to the script: 1) Changed up the "my @tables" line (25) to take out the RTFM tables and make sure all necessary tables in my particular RT instance (except for sessions) were accounted for. 2) I had to edit the "push @values" line (124) to properly handle UTF-8 encoding - PG's much more strict than mysql is, apparently. 3) Added lines 52-63 to add the ability to update the sequences. Please pardon me if it's bad perl - I'm not a coder, just a sysadmin who can shell script on a good day. ;) Hope this is helpful to some. Cheers, Dario -- ************************************************************ Dario Landazuri dario at astro.as.utexas.edu Systems Administrator (512) 471-3334 McDonald Observatory ************************************************************ -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: RTmysqltoPg URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 5065 bytes Desc: S/MIME Cryptographic Signature URL: From CLasater at taleo.com Wed Jun 29 17:04:27 2011 From: CLasater at taleo.com (Christopher Lasater) Date: Wed, 29 Jun 2011 17:04:27 -0400 Subject: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket In-Reply-To: <20110629205010.GH876@jibsheet.com> References: <23037DC22CE8C3428E7636883099F1AA6F9D887763@JXVXMP01.wwcorp.net> <23037DC22CE8C3428E7636883099F1AA6F9D8879EA@JXVXMP01.wwcorp.net> <20110629202930.GF876@jibsheet.com> <23037DC22CE8C3428E7636883099F1AA6F9D8881AF@JXVXMP01.wwcorp.net> <20110629205010.GH876@jibsheet.com> Message-ID: <23037DC22CE8C3428E7636883099F1AA6F9D8881D2@JXVXMP01.wwcorp.net> Hey Kevin, Thanks for the response. I was not using the __approval queue that is created by default, I created another one call POapproval and selected the approval lifecycle. Will this make it work the same way as the __approval queue? I checked the scrips under __approval and I do not see anything special that would create different behavior. If the queue the approval is sent to just needs to have its lifecycle be approved, then it does not seem to be working for me. Thanks, Chris -----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, June 29, 2011 4:50 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket On Wed, Jun 29, 2011 at 04:45:05PM -0400, Christopher Lasater wrote: > What do you mean by cascade the reject up to the Original ticket? The original ticket shows that the depends on ticket (the approval) is rejected, but the status for the original does not changed... When a ticket in the ___Approvals queue is rejected, there is code to run and reject the original ticket. lib/RT/Approval/Rule/Rejected.pm -kevin > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: Wednesday, June 29, 2011 4:30 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Ticket can be Resolved when Depending on > Rejected Approval Ticket > > On Tue, Jun 28, 2011 at 10:49:20AM -0400, Christopher Lasater wrote: > > Ohh yeah, this is RT-4.0. Is this also the behavior in previous versions? > > When you reject an Approvals ticket it should cascade that Reject back up to the Original ticket automatically. That is built-in default behavior. > > There is no code to prevent you from resolving it after it has been rejected. > > -kevin > > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater > > Sent: Monday, June 27, 2011 3:26 PM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] Ticket can be Resolved when Depending on > > Rejected Approval Ticket > > > > > > > > Hello, > > > > Not sure if this is normal, but I have a Queue set up so that when a ticket is > > created it will automatically create another ticket for Approval. This seems to be working > > well, since the original ticket is immediately created with a Dependency for the Approval > > ticket. If I try to Resolve the ticket before the approval process I get a dependency error, > > which is what I expect, but if I reject the approval I can then resolve the original ticket. > > Shouldn't I get an error message at this point saying it cannot be resolved and needs to be > > rejected? Or have the approval automatically reject/close/resolve the original ticket? > > > > > > > > Thanks > > > > > > > > > > > > Christopher Lasater > > Technology Analyst I > > Taleo > > T. 904.520.6046 > > E. [1]clasater at taleo.com > > [2]TALEO > > > > This email and any attachments thereto may contain private, confidential, and privileged > > material for the sole use of the intended recipient named in the original email to which this > > message was attached. Any review, copying, or distribution of this email (or any attachments > > thereto) by others is strictly prohibited. If you are not the intended recipient, please > > return this email to the sender immediately and permanently delete the original and any copies > > of this email and any attachments thereto. > > > > > > > > References > > > > Visible links > > 1. mailto:clasater at taleo.com > > 2. http://www.taleo.com/ > > > > > -----BEGIN PGP SIGNATURE----- > > Version: 10.1.0 (Build 860) > > > > iQEVAwUBTgnp8HUEnna91A87AQiAfggApHjAjR18f+ngBCyoMQASu4ez5Ae/Xzgk > > PtCumIiFmqyAvQcXKFIysehccqQUdMUbz109Gq1JE9EMSxG2C/s9UOsCPGSE+VIL > > XKmC72S3ng2ii0URBXeyOKgxiE2hUMGgPYG6N0TIe45O+LQxe6GA7bibIHqrbekT > > mf2nkaJzuq7Mnq06NO4EJrGE9RnBq63BVIYwkWHY324OEKd+skhgOOADnhSs0+t7 > > KSomVp2LUSrd/uwhexo+pYAb8Yy9bN2y3yMUW85Tqj2XfEeQ4CD4icafzSizwNCH > > /pQCZDk2rmQXIQc+liFlBgotfh+iFErXoP9sZ8l9s7mTjT021XkjCg== > > =ZVsj > > -----END PGP SIGNATURE----- > > > > > > -------- > > 2011 Training: http://bestpractical.com/services/training.html > > -----BEGIN PGP SIGNATURE----- > Version: 10.1.0 (Build 860) > > iQEVAwUBTguO0HUEnna91A87AQhA5gf/dXHYxPn35o0xgQbp89PanrerG3X+euJe > 9cM5tJPK28ZqXhJYEZaV7gqIKu+X3SXSxJ7TeryyqRlMoDCuMkmWM4oXBO+0UJsB > xY/ZotVaeRWmbLY2tdyiNaHcsNyuVScGfAQoxlQsNDFrYjQdabRZZIi4JyezZ1Yw > yZyxm686bLybynbFImJxyG9PgqZX/I6NT2R0o49R3HZlnYmRzA7mkhj+2JDNGk6U > ShmkTlANYfgatjr51d6pMEv0bsqKHpCjetlTYqUsfKYYEMXXg7LIIDM3g1em91Tb > 5Ms6YR2uLnLlE+EOzo6Ff6eKjQh98+/iWPkNOsxjlGsl29hd+s0+sg== > =pImD > -----END PGP SIGNATURE----- > > -------- > 2011 Training: http://bestpractical.com/services/training.html -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 475 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 29 17:14:51 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 29 Jun 2011 17:14:51 -0400 Subject: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket In-Reply-To: <23037DC22CE8C3428E7636883099F1AA6F9D8881D2@JXVXMP01.wwcorp.net> References: <23037DC22CE8C3428E7636883099F1AA6F9D887763@JXVXMP01.wwcorp.net> <23037DC22CE8C3428E7636883099F1AA6F9D8879EA@JXVXMP01.wwcorp.net> <20110629202930.GF876@jibsheet.com> <23037DC22CE8C3428E7636883099F1AA6F9D8881AF@JXVXMP01.wwcorp.net> <20110629205010.GH876@jibsheet.com> <23037DC22CE8C3428E7636883099F1AA6F9D8881D2@JXVXMP01.wwcorp.net> Message-ID: <20110629211451.GI876@jibsheet.com> On Wed, Jun 29, 2011 at 05:04:27PM -0400, Christopher Lasater wrote: > I was not using the __approval queue that is created by default, I created another one call POapproval and selected the approval lifecycle. Will this make it work the same way as the __approval queue? I checked the scrips under __approval and I do not see anything special that would create different behavior. If the queue the approval is sent to just needs to have its lifecycle be approved, then it does not seem to be working for me. The ___Approvals queue in RT is special. If you'd like RT's built-in approvals code to be triggered, you need to use that Queue. The reject code isn't done as a Scrip which is why you don't see it there, it's in the Rule I mentioned. You should consider using the built in ___Approvals queue, it will let you use the Approval link on the left side of RT and the Approvals UI it provides. If you don't want to use ___Approvals you will need to write your own Scrip to reject the original ticket. -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: Wednesday, June 29, 2011 4:50 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket > > On Wed, Jun 29, 2011 at 04:45:05PM -0400, Christopher Lasater wrote: > > What do you mean by cascade the reject up to the Original ticket? The original ticket shows that the depends on ticket (the approval) is rejected, but the status for the original does not changed... > > When a ticket in the ___Approvals queue is rejected, there is code to run and reject the original ticket. > > lib/RT/Approval/Rule/Rejected.pm > > -kevin > > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > > Falcone > > Sent: Wednesday, June 29, 2011 4:30 PM > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Ticket can be Resolved when Depending on > > Rejected Approval Ticket > > > > On Tue, Jun 28, 2011 at 10:49:20AM -0400, Christopher Lasater wrote: > > > Ohh yeah, this is RT-4.0. Is this also the behavior in previous versions? > > > > When you reject an Approvals ticket it should cascade that Reject back up to the Original ticket automatically. That is built-in default behavior. > > > > There is no code to prevent you from resolving it after it has been rejected. > > > > -kevin > > > > > From: rt-users-bounces at lists.bestpractical.com > > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater > > > Sent: Monday, June 27, 2011 3:26 PM > > > To: rt-users at lists.bestpractical.com > > > Subject: [rt-users] Ticket can be Resolved when Depending on > > > Rejected Approval Ticket > > > > > > > > > > > > Hello, > > > > > > Not sure if this is normal, but I have a Queue set up so that when a ticket is > > > created it will automatically create another ticket for Approval. This seems to be working > > > well, since the original ticket is immediately created with a Dependency for the Approval > > > ticket. If I try to Resolve the ticket before the approval process I get a dependency error, > > > which is what I expect, but if I reject the approval I can then resolve the original ticket. > > > Shouldn't I get an error message at this point saying it cannot be resolved and needs to be > > > rejected? Or have the approval automatically reject/close/resolve the original ticket? > > > > > > > > > > > > Thanks > > > > > > > > > > > > > > > > > > Christopher Lasater > > > Technology Analyst I > > > Taleo > > > T. 904.520.6046 > > > E. [1]clasater at taleo.com > > > [2]TALEO > > > > > > This email and any attachments thereto may contain private, confidential, and privileged > > > material for the sole use of the intended recipient named in the original email to which this > > > message was attached. Any review, copying, or distribution of this email (or any attachments > > > thereto) by others is strictly prohibited. If you are not the intended recipient, please > > > return this email to the sender immediately and permanently delete the original and any copies > > > of this email and any attachments thereto. > > > > > > > > > > > > References > > > > > > Visible links > > > 1. mailto:clasater at taleo.com > > > 2. http://www.taleo.com/ > > > > > > > > > -----BEGIN PGP SIGNATURE----- > > > Version: 10.1.0 (Build 860) > > > > > > iQEVAwUBTgnp8HUEnna91A87AQiAfggApHjAjR18f+ngBCyoMQASu4ez5Ae/Xzgk > > > PtCumIiFmqyAvQcXKFIysehccqQUdMUbz109Gq1JE9EMSxG2C/s9UOsCPGSE+VIL > > > XKmC72S3ng2ii0URBXeyOKgxiE2hUMGgPYG6N0TIe45O+LQxe6GA7bibIHqrbekT > > > mf2nkaJzuq7Mnq06NO4EJrGE9RnBq63BVIYwkWHY324OEKd+skhgOOADnhSs0+t7 > > > KSomVp2LUSrd/uwhexo+pYAb8Yy9bN2y3yMUW85Tqj2XfEeQ4CD4icafzSizwNCH > > > /pQCZDk2rmQXIQc+liFlBgotfh+iFErXoP9sZ8l9s7mTjT021XkjCg== > > > =ZVsj > > > -----END PGP SIGNATURE----- > > > > > > > > > > -------- > > > 2011 Training: http://bestpractical.com/services/training.html > > > > > -----BEGIN PGP SIGNATURE----- > > Version: 10.1.0 (Build 860) > > > > iQEVAwUBTguO0HUEnna91A87AQhA5gf/dXHYxPn35o0xgQbp89PanrerG3X+euJe > > 9cM5tJPK28ZqXhJYEZaV7gqIKu+X3SXSxJ7TeryyqRlMoDCuMkmWM4oXBO+0UJsB > > xY/ZotVaeRWmbLY2tdyiNaHcsNyuVScGfAQoxlQsNDFrYjQdabRZZIi4JyezZ1Yw > > yZyxm686bLybynbFImJxyG9PgqZX/I6NT2R0o49R3HZlnYmRzA7mkhj+2JDNGk6U > > ShmkTlANYfgatjr51d6pMEv0bsqKHpCjetlTYqUsfKYYEMXXg7LIIDM3g1em91Tb > > 5Ms6YR2uLnLlE+EOzo6Ff6eKjQh98+/iWPkNOsxjlGsl29hd+s0+sg== > > =pImD > > -----END PGP SIGNATURE----- > > > > > > -------- > > 2011 Training: http://bestpractical.com/services/training.html > > -----BEGIN PGP SIGNATURE----- > Version: 10.1.0 (Build 860) > > iQEVAwUBTguTW3UEnna91A87AQjHUQgAm8YGeKta7mCgGedNZ6GZevyWwQh3SzXd > o2ZV3SsE9uC4xB6Nqz0lGzd3+T4ynntVw+9lScJsadkvGEtr9Gif9KFCD0Xqbnht > 4Prc0xrT/Amljy66P9tZ9HanRvoddSc8OtO/ObkUZMnAiEMjYZa2siKdzDgJWxtE > fk6RH39i6eMpWvkGur+klXiKxak/h8OQSttws7g/uAXnyxQQlE0u8eMclOe9tiz0 > Hn23zHnRPAFtos3EwuqFkLoIs/IX7ZpPaTvqPZKT4x3i9ufOPVInBNqPL1cavV42 > OnzrqbY74OY81GqG8htZ5WftNotobeqCjoDQswRt05wJoqlo9VIW8g== > =VlNU > -----END PGP SIGNATURE----- > > -------- > 2011 Training: http://bestpractical.com/services/training.html -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From seanmcdaid2000 at gmail.com Wed Jun 29 17:23:06 2011 From: seanmcdaid2000 at gmail.com (Sean McDaid) Date: Wed, 29 Jun 2011 22:23:06 +0100 Subject: [rt-users] New install of RT4 crashes Internet Explorer 8 In-Reply-To: References: <23037DC22CE8C3428E7636883099F1AA6F9D887F17@JXVXMP01.wwcorp.net> Message-ID: 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. 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Jun 29 17:27:08 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 29 Jun 2011 17:27:08 -0400 Subject: [rt-users] New install of RT4 crashes Internet Explorer 8 In-Reply-To: References: <23037DC22CE8C3428E7636883099F1AA6F9D887F17@JXVXMP01.wwcorp.net> Message-ID: <20110629212708.GJ876@jibsheet.com> 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 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jmoseley at corp.xanadoo.com Wed Jun 29 18:37:54 2011 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Wed, 29 Jun 2011 17:37:54 -0500 Subject: [rt-users] migrating from MySQL to Postgres? In-Reply-To: <4E0A65DA.7060705@astro.as.utexas.edu> References: <4E04A965.5040001@astro.as.utexas.edu> <4E0A5855.8030807@astro.as.utexas.edu> <4E0A65DA.7060705@astro.as.utexas.edu> Message-ID: Thanks for the info, Dario. On Tue, Jun 28, 2011 at 6:38 PM, Dario Landazuri wrote: > James, > > Dario, I apologize for being slightly off-topic, but your original >> request stated you wanted to migrate from mysql to postgres to better >> utilize full text search. I'm sure this has been discussed in other >> threads, but is their an inherent limitation in mysql that prevents this >> (ie, you need a lot more memory, faster disk access, etc, using mysql >> vs. postgres) function from working efficiently (or at all)? >> > > James Moseley -------------- next part -------------- An HTML attachment was scrubbed... URL: From Vincent.Carbonara at cmegroup.com Wed Jun 29 22:16:54 2011 From: Vincent.Carbonara at cmegroup.com (Carbonara, Vincent) Date: Wed, 29 Jun 2011 21:16:54 -0500 Subject: [rt-users] Query builder support for custom field relative time search? Message-ID: I'm trying to figure out if the Query builder in RT 4 supports custom fields having a Date type. I'm finding this only works fine with RT built-in date fields like "Due" or "Started". Custom field relative search example: Queue = 'Some Queue' AND 'CF.{Test Date}' = 'last week' ____________________________ VINCENT N CARBONARA -------------- next part -------------- An HTML attachment was scrubbed... URL: From Johan.Sjoberg at deltamanagement.se Thu Jun 30 02:55:14 2011 From: Johan.Sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=) Date: Thu, 30 Jun 2011 06:55:14 +0000 Subject: [rt-users] migrating from MySQL to Postgres? - SUCCESS! In-Reply-To: <4E0B91CE.2000607@astro.as.utexas.edu> References: <4E04A965.5040001@astro.as.utexas.edu> <4E0A5855.8030807@astro.as.utexas.edu> <20110629125816.GC18055@staff-mud-56-27.rice.edu> <4E0B3E97.2090806@astro.as.utexas.edu> <4E0B91CE.2000607@astro.as.utexas.edu> Message-ID: Hi. Thanks for your work and the detailed instructions. I tried migrating earlier, but I had trouble with non-ASCII characters (all rows with non-ASCII characters were skipped), so I put this on ice for the time being. Will this work now, after your change #2 mentioned below? /Johan > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Dario Landazuri > Sent: den 29 juni 2011 22:58 > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] migrating from MySQL to Postgres? - SUCCESS! > > Alright, I'm up and running on Postgres now instead. Here's a rough writeup > of what I did - most of it was to adapt/follow the instructions put forth by > Edward Groenendaal at the bottom of the old wiki page Ruslan posted the > link to: > > http://wiki-archive.bestpractical.com/view/MySQLToPg > > One difference is that I was only using one machine. Also, I was already > running 4.0.1, so upgrading the database weren't needed. This was done > with Postgres 9.0 on a machine running RHEL5. > > 1) Install PostgreSQL 9.0 from the "official" yum repo found here: > > http://yum.pgrpms.org/howtoyum.php > > 2) "Reinstalled" RT to use postgres. I simply used --prefix to put it into a > different directory. Specifically, I installed to /opt/rt/rt4-pg. I also moved the > current (MySQL-based) installation to /opt/rt/rt-mysql and created a link (ln - > s rt4-mysql rt4) to facilitate later easy switching back to the mysql version if > needed. > > 3) make initialize-database > > 4) dropdb -U postgres rt4 > > 5) createdb -U postgres rt4 > > 6) psql -U postgres rt4 < /opt/rt/rt4-pg/etc/schema.Pg > > 7) Turn off apache and sendmail to facilitate the migration. > > 8) ./RTmysqltoPg (an updated/edited version of the script Edward > presented) > > This took maybe 10 or 15 minutes, since we don't have a large RT instance > here - only ~14k tickets. > > 9) Move the rt4 link in /opt/rt to point to /opt/rt/rt4-pg. > > 10) Copy over RT_SiteConfig.pm from /opt/rt/rt4-mysql. Add a line for the > different dba user and change the line for the dba password. > > 11) Start apache and sendmail again, check that it works. > > 12) Profit! > > Once it looked like it was working correctly, I proceeded to enable full text > indexing and begin the initial index as per the instructions in > full_text_indexing.pod. > > The script from step 8 is attached to this email. Here're the changes I made > to the script: > > 1) Changed up the "my @tables" line (25) to take out the RTFM tables and > make sure all necessary tables in my particular RT instance (except for > sessions) were accounted for. > > 2) I had to edit the "push @values" line (124) to properly handle UTF-8 > encoding - PG's much more strict than mysql is, apparently. > > 3) Added lines 52-63 to add the ability to update the sequences. Please > pardon me if it's bad perl - I'm not a coder, just a sysadmin who can shell > script on a good day. ;) > > Hope this is helpful to some. > > Cheers, > Dario > > -- > ********************************************************** > ** > Dario Landazuri dario at astro.as.utexas.edu > Systems Administrator (512) 471-3334 > McDonald Observatory > ********************************************************** > ** From depesz at depesz.com Thu Jun 30 04:59:07 2011 From: depesz at depesz.com (hubert depesz lubaczewski) Date: Thu, 30 Jun 2011 10:59:07 +0200 Subject: [rt-users] Running /opt/rt4/sbin/rt-clean-sessions and general speed of rt. In-Reply-To: <20110629204523.GG876@jibsheet.com> References: <20110627114954.GA20286@depesz.com> <4E089167.30401@bestpractical.com> <20110627143406.GB28727@depesz.com> <20110629204523.GG876@jibsheet.com> Message-ID: <20110630085907.GA22967@depesz.com> On Wed, Jun 29, 2011 at 04:45:23PM -0400, Kevin Falcone wrote: > > > > Final question that stands is: how to decrease number of worker > > processes in both starman and normal rt-server? > > When you run rt-server, you'll note the following line: > > Plack::Handler::Starlet: Accepting connections at http://0:8923/ > > Similarly, you'd see Plack::Handler::Starlet > > They document their command line parameters for limiting children > > http://search.cpan.org/dist/Starlet/ > http://search.cpan.org/dist/Starman/ > > But in general --workers 2 will do what you want ah. thanks. Best regards, depesz -- The best thing about modern society is how easy it is to avoid contact with it. http://depesz.com/ From funfried at zebra.com Thu Jun 30 11:34:09 2011 From: funfried at zebra.com (Fabian Unfried) Date: Thu, 30 Jun 2011 17:34:09 +0200 Subject: [rt-users] Show tickets depending on creator and not owner Message-ID: 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. From dario at astro.as.utexas.edu Thu Jun 30 11:56:46 2011 From: dario at astro.as.utexas.edu (Dario Landazuri) Date: Thu, 30 Jun 2011 10:56:46 -0500 Subject: [rt-users] migrating from MySQL to Postgres? - SUCCESS! In-Reply-To: References: <4E04A965.5040001@astro.as.utexas.edu> <4E0A5855.8030807@astro.as.utexas.edu> <20110629125816.GC18055@staff-mud-56-27.rice.edu> <4E0B3E97.2090806@astro.as.utexas.edu> <4E0B91CE.2000607@astro.as.utexas.edu> Message-ID: <4E0C9CBE.3020607@astro.as.utexas.edu> Johan, > Thanks for your work and the detailed instructions. I tried migrating > earlier, but I had trouble with non-ASCII characters (all rows with > non-ASCII characters were skipped), so I put this on ice for the time > being. Will this work now, after your change #2 mentioned below? I can't say with certainty, but I think it would. Every row is (re)encoded into UTF-8 before being pushed into the new database, if I understand the advice I was given correctly. Cheers, Dario -- ************************************************************ Dario Landazuri dario at astro.as.utexas.edu Systems Administrator (512) 471-3334 McDonald Observatory ************************************************************ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 5065 bytes Desc: S/MIME Cryptographic Signature URL: From MURPHYKE at email.chop.edu Thu Jun 30 11:52:51 2011 From: MURPHYKE at email.chop.edu (Murphy, Kevin) Date: Thu, 30 Jun 2011 11:52:51 -0400 Subject: [rt-users] RTx::RightsMatrix - compatible with RT 4? Message-ID: <3FB06731-B541-4C97-B4CC-C562A037815B@email.chop.edu> I just installed RTx::RightsMatrix into a fresh install of RT 4.0.1 using the recipe in the README file, and after stopping and starting Apache, I don't see anything extra on the Tools/Configuration/Tools menu. Am I doing something wrong, or is RTx::RightsMatrix too old? Thanks, Kevin From MURPHYKE at email.chop.edu Thu Jun 30 12:12:48 2011 From: MURPHYKE at email.chop.edu (Murphy, Kevin) Date: Thu, 30 Jun 2011 12:12:48 -0400 Subject: [rt-users] Rights for creating custom fields Message-ID: Is it possible to set up a 'queue admin' group that can create and otherwise administer custom fields for tickets in a particular queue? Under Global Group Rights, I have enabled AssignCustomFields, AdminCustomField, and AdminCustomFieldValues. The members of group G can create a ticket custom field, but the custom field disappears into the ether as far as they are concerned, and they have no way of seeing, selecting, creating values for, or assigning the newly created custom field. Grepping the RT source code, I also see the rights 'ModifyCustomField' and 'SeeCustomField', but I don't know where those rights are in the Configuration menu. Thanks, Kevin From yan at seiner.com Thu Jun 30 12:58:42 2011 From: yan at seiner.com (Yan Seiner) Date: Thu, 30 Jun 2011 09:58:42 -0700 (PDT) Subject: [rt-users] Scrolling marguee or info window Message-ID: <9c6c90d9360707c4e0634f003d12125f.squirrel@mail.seiner.com> I'm looking for an info bar of some sort that I could put on users' dashboards for announcements. It would be nice to notify users of updates, new features, important dates and events, etc. Is anyone aware of anythihng like that? It doesn't have to scroll but it should display text that updates periodically. I could set up an announcement queue and a custom search... But I'm really looking more for a text box sort of thing. From kfcrocker at lbl.gov Thu Jun 30 13:07:50 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 30 Jun 2011 10:07:50 -0700 Subject: [rt-users] Rights for creating custom fields In-Reply-To: References: Message-ID: Kevin, The rights work like this: *SeeCustomField* - allows the members of the group given this right to actually see the ticket field and it's current value in the ticket display (regardless of the Queue). *ModifyCustomField* - allows the members of the group given this right to actually "modify" the value in that field for *a ticket* (regardless of the Queue). *AdminCustomField* - allows the members of the group given this right to create, delete, define the name, description, set mandatory value and possible "select" values for *others* to select from in a ticket (regardless of the Queue). *AssignCustomFields* - allows the members of the group given this right to "apply" or "allow" a Custom Field to be available for tickets in a Queue. Granting the 1st 3 rights has no effect on seeing/modifying these custom fields in a ticket if the CF hasn't been applied to a particular Queue. These rights were originally set up to be given at the Group level only. When configuring a Queue, you wouldn't see rights to see or modify a Custom Field. This is still the general practice as it allows for LESS maintenance on CF rights. An example: If I have 20 Queues and Group "A" has various rights to 5 of them. I grant the rights I want them to have and then whatever Queue has that CF applied to it AND Group "A" has rights to that Queue, then I don't have to go into each Queue and grant those rights. On the other hand, I NOW (due to later versions) CAN grant those rights at the Queue level for another group that I DO NOT want to have access in the other Queues, but DO want them to have those tights in the one Queue. What this does is allow you to grant access to a Custom Field for certain groups "REGARDLESS of QUEUE" but also allow "additional" access to a role or some other group on a "QUEUE-by-QUEUE" basis. We have one group we allow full rights for any CF and they are the System Admins for our Session. We limit this access because we do NOT want any Tom,DIck or Harry changing values for CF';s that someone else uses. Makes for a messy situation. We even have some CF's that NO ONE can see/modify (except that 1 Admin group) because we use those CF's for background processing and RT updates them automatically via scrips, no one else needs to see that info. Hope this helps. Kenn LBNL On Thu, Jun 30, 2011 at 9:12 AM, Murphy, Kevin wrote: > Is it possible to set up a 'queue admin' group that can create and > otherwise administer custom fields for tickets in a particular queue? > > Under Global Group Rights, I have enabled AssignCustomFields, > AdminCustomField, and AdminCustomFieldValues. > > The members of group G can create a ticket custom field, but the custom > field disappears into the ether as far as they are concerned, and they have > no way of seeing, selecting, creating values for, or assigning the newly > created custom field. > > Grepping the RT source code, I also see the rights 'ModifyCustomField' and > 'SeeCustomField', but I don't know where those rights are in the > Configuration menu. > > Thanks, > Kevin > > > -------- > 2011 Training: http://bestpractical.com/services/training.html > -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Thu Jun 30 13:30:17 2011 From: todd at chaka.net (Todd Chapman) Date: Thu, 30 Jun 2011 13:30:17 -0400 Subject: [rt-users] RTx::RightsMatrix - compatible with RT 4? In-Reply-To: <3FB06731-B541-4C97-B4CC-C562A037815B@email.chop.edu> References: <3FB06731-B541-4C97-B4CC-C562A037815B@email.chop.edu> Message-ID: I haven't reviewed RT4 yet. If you figure out why it isn't working feel free to send me a patch and I can work on a new release. -Todd (RightsMatrix author) On Thu, Jun 30, 2011 at 11:52 AM, Murphy, Kevin wrote: > I just installed RTx::RightsMatrix into a fresh install of RT 4.0.1 using the recipe in the README file, and after stopping and starting Apache, I don't see anything extra on the Tools/Configuration/Tools menu. > > Am I doing something wrong, or is RTx::RightsMatrix too old? > > Thanks, > Kevin > > > -------- > 2011 Training: http://bestpractical.com/services/training.html > From kfcrocker at lbl.gov Thu Jun 30 13:49:51 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 30 Jun 2011 10:49:51 -0700 Subject: [rt-users] Show tickets depending on creator and not owner In-Reply-To: References: Message-ID: Fabian, What is the relationship of your "creator" and the ticket Owner and the ticket Requestor? Are they usually the same? Do the tickets get created via email or WebUI? Kenn LBNL On Thu, Jun 30, 2011 at 8:34 AM, Fabian Unfried 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From michael.steele at hp.com Thu Jun 30 14:29:30 2011 From: michael.steele at hp.com (Steele, Michael) Date: Thu, 30 Jun 2011 18:29:30 +0000 Subject: [rt-users] Creating a ticket with multi-line comments via REST Message-ID: <6F20A1A3E72B1347B7A0E207C53F4039C863C54950@GVW1119EXC.americas.hpqcorp.net> All, I'm trying to create a ticket via the REST API on RT 3.8.7 where the 'Text:' field contains a multi-line string. The ticket gets created with only the first line if the CRLFs are left in the string, and I haven't been able to find any way to escape the CRLF character(s). Is there a way to insert multi-line Text: field values? Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu Jun 30 16:41:46 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 30 Jun 2011 13:41:46 -0700 Subject: [rt-users] CustomField - "Mandatory" not working Message-ID: To list, 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 LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From athompso at athompso.net Thu Jun 30 17:14:29 2011 From: athompso at athompso.net (Adam Thompson) Date: Thu, 30 Jun 2011 16:14:29 -0500 Subject: [rt-users] ExternalAuth for requestors but not privileged users? In-Reply-To: <20110629182810.GD876@jibsheet.com> References: <008e01cc3424$b4def780$1e9ce680$@athompso.net> <20110629182810.GD876@jibsheet.com> Message-ID: <03a401cc376a$b3304d50$1990e7f0$@athompso.net> > 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? Thanks, -Adam Thompson athompso at athompso.net From raubvogel at gmail.com Thu Jun 30 17:59:08 2011 From: raubvogel at gmail.com (Mauricio Tavares) Date: Thu, 30 Jun 2011 17:59:08 -0400 Subject: [rt-users] Faking {$Transaction->Content()} Message-ID: From what I understand (thanks trs), in an on Owner Change event you cannot rely on using {$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? From bdugay at apple.com Thu Jun 30 17:16:35 2011 From: bdugay at apple.com (Brian Dugay) Date: Thu, 30 Jun 2011 14:16:35 -0700 Subject: [rt-users] configure scrip message in error_log Message-ID: <2F57CB1D-BD3B-4FDD-838C-503558C566C7@apple.com> 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. 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? Thanks and regards, Brian -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3729 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jun 30 20:25:18 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 30 Jun 2011 20:25:18 -0400 Subject: [rt-users] Creating a ticket with multi-line comments via REST In-Reply-To: <6F20A1A3E72B1347B7A0E207C53F4039C863C54950@GVW1119EXC.americas.hpqcorp.net> References: <6F20A1A3E72B1347B7A0E207C53F4039C863C54950@GVW1119EXC.americas.hpqcorp.net> Message-ID: <20110701002518.GK876@jibsheet.com> On Thu, Jun 30, 2011 at 06:29:30PM +0000, Steele, Michael wrote: > I'm trying to create a ticket via the REST API on RT 3.8.7 where the `Text:' field contains a > multi-line string. The ticket gets created with only the first line if the CRLFs are left in > the string, and I haven't been able to find any way to escape the CRLF character(s). > > Is there a way to insert multi-line Text: field values? Indent lines after the first Text: line -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: