From jesse at bestpractical.com Sun May 1 10:18:29 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 1 May 2011 10:18:29 -0400 Subject: [rt-users] RT 3.8.9 -> 4.0.0 upgrade In-Reply-To: <1304109375.7652.17.camel@tintin> References: <1304109375.7652.17.camel@tintin> Message-ID: <20110501141829.GA14154@bestpractical.com> On Fri, Apr 29, 2011 at 01:36:15PM -0700, Ross Lawrie wrote: > Hi, > > I'm having some problems getting my installation upgraded to 4.0.0. > > The 'configure' and 'make upgrade' both seem to run fine, no issues. > I've set it to build in a new folder from 3.8.9 - the previous version > is in /usr/share/rt3, and the new one is to be in /usr/share/rt4. > > The database upgrade appears to go well apart from some noise about RTFM > which I think is okay?: We should have that one fixed in 4.0.1, though I think you're ok there. > I've adjusted my Apache configuration to use the new folder, and the > rt-server.fcgi: There's a lot of ...extra stuff in your apache config. Can you try with the default config in docs/web_deployment.pod > I've copied (and where necessary adjusted) the RT_SiteConfig.pm from the > 3.8.9 installation to the 4.0.0 installation. I'm uncertain from the > documentation as to whether /usr/share/rt4/sbin/rt-server needs to be > started or not? I've tried both with it started and without. Which docs suggest you need to run rt-server by hand if you're using the fastcgi handler? I'd like to get them clarified. You should not need to do that. > When I start Apache and try to visit the site, the page just sits and > tries to load, but nothing ever does load. Within the logs I don't see > anything - no entries in either the customlog or the errorlog. So you're not seeing anything in the access log at all? That sort of suggests that the problem isn't on the RT side. > --with-db-rt-pass=XXXXXXXXX For next time, I'd recommend not sending your database password to the list ;) Anyway, Give the "simpler" apache configuration a shot and we'll see how things go from there. Best, Jesse From depesz at depesz.com Sun May 1 13:56:02 2011 From: depesz at depesz.com (hubert depesz lubaczewski) Date: Sun, 1 May 2011 19:56:02 +0200 Subject: [rt-users] Problem with database upgrade - PostgreSQL, RT 3.8.9 -> 4.0.0 Message-ID: <20110501175602.GA21227@depesz.com> hi, So, my rt3 database is called rt, and contains: (depesz at localhost:5900) 19:47:55 [rt] $ \d List of relations Schema | Name | Type | Owner --------+-----------------------------------+----------+------- public | acl | table | rt public | acl_id_seq | sequence | rt public | attachments | table | rt public | attachments_id_seq | sequence | rt public | attributes | table | rt public | attributes_id_seq | sequence | rt public | cachedgroupmembers | table | rt public | cachedgroupmembers_id_seq | sequence | rt public | customfields | table | rt public | customfields_id_seq | sequence | rt public | customfieldvalues | table | rt public | customfieldvalues_id_seq | sequence | rt public | fm_articles | table | rt public | fm_articles_id_seq | sequence | rt public | fm_classes | table | rt public | fm_classes_id_seq | sequence | rt public | fm_objecttopics | table | rt public | fm_objecttopics_id_seq | sequence | rt public | fm_topics | table | rt public | fm_topics_id_seq | sequence | rt public | groupmembers | table | rt public | groupmembers_id_seq | sequence | rt public | groups | table | rt public | groups_id_seq | sequence | rt public | jobs_done_monthly | view | rt public | jobs_done_monthly_by_ticket | view | rt public | jobs_done_monthly_by_transactions | view | rt public | links | table | rt public | links_id_seq | sequence | rt public | objectcustomfields | table | rt public | objectcustomfields_id_s | sequence | rt public | objectcustomfieldvalues | table | rt public | objectcustomfieldvalues_id_s | sequence | rt public | principals | table | rt public | principals_id_seq | sequence | rt public | queues | table | rt public | queues_id_seq | sequence | rt public | scripactions | table | rt public | scripactions_id_seq | sequence | rt public | scripconditions | table | rt public | scripconditions_id_seq | sequence | rt public | scrips | table | rt public | scrips_id_seq | sequence | rt public | sessions | table | rt public | templates | table | rt public | templates_id_seq | sequence | rt public | tickets | table | rt public | tickets_id_seq | sequence | rt public | transactions | table | rt public | transactions_id_seq | sequence | rt public | users | table | rt public | users_id_seq | sequence | rt (52 rows) database for rt4 is done using: =$ psql -c "create database rt4 with template template0 owner rt;" CREATE DATABASE =$ pg_dump rt | psql -v ON_ERROR_STOP=1 -d rt4 ... which works fine. Now, after doing make install in rt4 source directory (installation to /opt/rt4, previous was /opt/rt3), I changed database settings in copied rt_siteconfig, and ran db upgrade. effect: =# /opt/rt4/sbin/rt-setup-database --dba postgres --prompt-for-dba-password --action upgrade 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: rt4 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 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. [Sun May 1 17:52:26 2011] [warning]: DBD::Pg::st execute failed: ERROR: column "basedon" is of type integer but expression is of type text LINE 1: UPDATE CustomFields SET BasedOn = (SELECT Content FROM Attri... ^ HINT: You will need to rewrite or cast the expression. at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) [Sun May 1 17:52:26 2011] [warning]: RT::Handle=HASH(0x5055568) couldn't execute the query 'UPDATE CustomFields SET BasedOn = (SELECT Content FROM Attributes WHERE Name = ? AND ObjectType = ? AND CustomFields.id = Attributes.ObjectId)' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x5055568)', 'UPDATE CustomFields SET BasedOn = (SELECT Content FROM Attrib...', 'BasedOn', 'RT::CustomField') called at ./etc/upgrade/3.9.7/content line 15 RT::Handle::__ANON__('CustomFields', 'RT::CustomField', 'BasedOn') called at ./etc/upgrade/3.9.7/content line 35 RT::Handle::__ANON__() called at /opt/rt4/sbin/../lib/RT/Handle.pm line 753 eval {...} called at /opt/rt4/sbin/../lib/RT/Handle.pm line 753 RT::Handle::InsertData('RT::Handle=HASH(0x5055568)', './etc/upgrade/3.9.7/content', undef) called at /opt/rt4/sbin/rt-setup-database line 285 main::action_insert('prompt-for-dba-password', 1, 'datafile', undef, 'action', 'upgrade', 'datadir', './etc/upgrade/3.9.7', 'backcompat', ...) called at /opt/rt4/sbin/rt-setup-database line 387 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'postgres') called at /opt/rt4/sbin/rt-setup-database line 190 (/usr/share/perl/5.10/Carp.pm:47) [Sun May 1 17:52:26 2011] [error]: Failed to move BasedOn on RT::CustomField from Attributes into CustomFields table (./etc/upgrade/3.9.7/content:17) Processing 3.9.8 Now populating database schema. Now inserting data. [Sun May 1 17:52:31 2011] [error]: You appear to be upgrading from RTFM 2.0 - We don't support upgrading this old of an RTFM yet (./etc/upgrade/3.9.8/content:12) [Sun May 1 17:52:31 2011] [error]: We found RTFM tables in your database. Checking for content. (./etc/upgrade/3.9.8/content:15) [Sun May 1 17:52:31 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:20) Processing 4.0.0rc2 Processing 4.0.0rc4 Now populating database schema. Processing 4.0.0rc7 Now inserting data. Done. Afterwards, I have in rt4 database: $ \d List of relations Schema | Name | Type | Owner --------+-----------------------------------+----------+---------- public | acl | table | rt public | acl_id_seq | sequence | rt public | articles | table | postgres public | articles_id_seq | sequence | postgres public | attachments | table | rt public | attachments_id_seq | sequence | rt public | attributes | table | rt public | attributes_id_seq | sequence | rt public | cachedgroupmembers | table | rt public | cachedgroupmembers_id_seq | sequence | rt public | classes | table | postgres public | classes_id_seq | sequence | postgres public | customfields | table | rt public | customfields_id_seq | sequence | rt public | customfieldvalues | table | rt public | customfieldvalues_id_seq | sequence | rt public | fm_articles | table | rt public | fm_articles_id_seq | sequence | rt public | fm_classes | table | rt public | fm_classes_id_seq | sequence | rt public | fm_objecttopics | table | rt public | fm_objecttopics_id_seq | sequence | rt public | fm_topics | table | rt public | fm_topics_id_seq | sequence | rt public | groupmembers | table | rt public | groupmembers_id_seq | sequence | rt public | groups | table | rt public | groups_id_seq | sequence | rt public | jobs_done_monthly | view | rt public | jobs_done_monthly_by_ticket | view | rt public | jobs_done_monthly_by_transactions | view | rt public | links | table | rt public | links_id_seq | sequence | rt public | objectclasses | table | postgres public | objectclasses_id_seq | sequence | postgres public | objectcustomfields | table | rt public | objectcustomfields_id_s | sequence | rt public | objectcustomfieldvalues | table | rt public | objectcustomfieldvalues_id_s | sequence | rt public | objecttopics | table | postgres public | objecttopics_id_seq | sequence | postgres public | principals | table | rt public | principals_id_seq | sequence | rt public | queues | table | rt public | queues_id_seq | sequence | rt public | scripactions | table | rt public | scripactions_id_seq | sequence | rt public | scripconditions | table | rt public | scripconditions_id_seq | sequence | rt public | scrips | table | rt public | scrips_id_seq | sequence | rt public | sessions | table | rt public | templates | table | rt public | templates_id_seq | sequence | rt public | tickets | table | rt public | tickets_id_seq | sequence | rt public | topics | table | postgres public | topics_id_seq | sequence | postgres public | transactions | table | rt public | transactions_id_seq | sequence | rt public | users | table | rt public | users_id_seq | sequence | rt (62 rows) First of all - there is error in the migration, as it tries to update value using bad datatype. Second - why some tables are created, and lest as owned by "postgres", and their ownership is not changed to standard user? Should I ran it differently? But the rtfm thing worries me actually more - as far as I know, I never had rtfm in this system - I am not 100% sure because I took over administration of this from someone, and now I'm on my own, but the web interface doesn't show anything related to rtfm. What could/should I do to upgrade to 4.0? Best regards, depesz -- The best thing about modern society is how easy it is to avoid contact with it. http://depesz.com/ From falcone at bestpractical.com Sun May 1 19:16:56 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Sun, 1 May 2011 19:16:56 -0400 Subject: [rt-users] Problem with database upgrade - PostgreSQL, RT 3.8.9 -> 4.0.0 In-Reply-To: <20110501175602.GA21227@depesz.com> References: <20110501175602.GA21227@depesz.com> Message-ID: <20110501231656.GQ1000@jibsheet.com> On Sun, May 01, 2011 at 07:56:02PM +0200, hubert depesz lubaczewski wrote: > First of all - there is error in the migration, as it tries to update value using bad datatype. Someone else flagged this on Friday, it'll be fixed in 4.0.1, there is some discussion in the list archives. > Second - why some tables are created, and lest as owned by "postgres", > and their ownership is not changed to standard user? Should I ran it > differently? That sounds like it could be a bug that needs resolving in 4.0.1 also > But the rtfm thing worries me actually more - as far as I know, I never had > rtfm in this system - I am not 100% sure because I took over administration of > this from someone, and now I'm on my own, but the web interface doesn't > show anything related to rtfm. That is a false positive, you can ignore it, however the earlier error in the migration means that if you tried to test this install, your linked Custom Fields won't work quite right. We'll be announcing RT 4.0.1rc1 sometime next week on the rt-devel mailing list once we've sorted out a few things. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From raphael.mouneyres at sagemcom.com Mon May 2 03:31:18 2011 From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=) Date: Mon, 2 May 2011 09:31:18 +0200 Subject: [rt-users] Is a time zone user preference available? In-Reply-To: Message-ID: <29439_1304321481_4DBE5DC9_29439_78_2_OF4C58DCC6.1C63991C-ONC1257884.0029263D-C1257884.002951C8@sagemcom.com> Hi, >Just to recap: LDAP authentication works, the SSO piece (the automatic >logon into the interface) fails. on my RT 3.8.8, the only Way to have SSO working is to use firefox (wich writes the cookie corerctly) I've not been able to have Internet Explorer write the cookie, so i'm using firefox 4.0. 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 radek.svoboda at upp.cz Mon May 2 04:36:59 2011 From: radek.svoboda at upp.cz (Radek Svoboda) Date: Mon, 02 May 2011 10:36:59 +0200 Subject: [rt-users] Mail to squelched user Message-ID: <4DBE6D2B.3010608@upp.cz> Hi, I have by scrip squelched users (Admin CCs). I need send mail via RT to one of them, explicitly writen to One-time Cc: box. Is it simply possible or have I to unsquelch user, send message and again squelch ? Thanks for Reply Radek -------------- next part -------------- An HTML attachment was scrubbed... URL: From depesz at depesz.com Mon May 2 06:48:45 2011 From: depesz at depesz.com (hubert depesz lubaczewski) Date: Mon, 2 May 2011 12:48:45 +0200 Subject: [rt-users] Problem with database upgrade - PostgreSQL, RT 3.8.9 -> 4.0.0 In-Reply-To: <20110501231656.GQ1000@jibsheet.com> References: <20110501175602.GA21227@depesz.com> <20110501231656.GQ1000@jibsheet.com> Message-ID: <20110502104845.GB2709@depesz.com> On Sun, May 01, 2011 at 07:16:56PM -0400, Kevin Falcone wrote: > On Sun, May 01, 2011 at 07:56:02PM +0200, hubert depesz lubaczewski wrote: > > First of all - there is error in the migration, as it tries to update value using bad datatype. > > Someone else flagged this on Friday, it'll be fixed in 4.0.1, there is > some discussion in the list archives. ah, sorry, missed that. > That is a false positive, you can ignore it, however the earlier error > in the migration means that if you tried to test this install, your > linked Custom Fields won't work quite right. > We'll be announcing RT 4.0.1rc1 sometime next week on the rt-devel > mailing list once we've sorted out a few things. ok. I'll wait for 4.0.1, thanks a lot. Best regards, depesz -- The best thing about modern society is how easy it is to avoid contact with it. http://depesz.com/ From fireskyer at gmx.de Mon May 2 07:18:33 2011 From: fireskyer at gmx.de (john s.) Date: Mon, 2 May 2011 04:18:33 -0700 (PDT) Subject: [rt-users] Re move RT In-Reply-To: <4DBAC1C4.60209@bestpractical.com> References: <31503916.post@talk.nabble.com> <4DBAC1C4.60209@bestpractical.com> Message-ID: <31522652.post@talk.nabble.com> @Thomas Good morning My config is on default Settings No Custom Specified Parameters where set I have ubuntu 10.04 lts best regards john s. -- View this message in context: http://old.nabble.com/Remove-RT-tp31503916p31522652.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruslan.zakirov at gmail.com Mon May 2 08:45:07 2011 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 2 May 2011 16:45:07 +0400 Subject: [rt-users] Mail to squelched user In-Reply-To: <4DBE6D2B.3010608@upp.cz> References: <4DBE6D2B.3010608@upp.cz> Message-ID: The latter - un-squelch, send...A change in the code that stops squelching one time recipients in our public repository. Target is 4.2. Regards, Ruslan. From phone. 02.05.2011 14:37 ???????????? "Radek Svoboda" ???????: > Hi, > > I have by scrip squelched users (Admin CCs). I need send mail via RT > to one of them, explicitly writen to One-time Cc: box. > Is it simply possible or have I to unsquelch user, send message and > again squelch ? > > Thanks for Reply > Radek -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon May 2 09:34:06 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 02 May 2011 09:34:06 -0400 Subject: [rt-users] Re move RT In-Reply-To: <31522652.post@talk.nabble.com> References: <31503916.post@talk.nabble.com> <4DBAC1C4.60209@bestpractical.com> <31522652.post@talk.nabble.com> Message-ID: <4DBEB2CE.3050201@bestpractical.com> On 05/02/2011 07:18 AM, john s. wrote: > My config is on default Settings No Custom Specified Parameters where set Please tell us the actual commands you ran. Thomas From johan.sjoberg at deltamanagement.se Mon May 2 09:52:46 2011 From: johan.sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=) Date: Mon, 2 May 2011 13:52:46 +0000 Subject: [rt-users] Manual for Full-text search Message-ID: <5449CCBC692C3F4487D51490BF52A5FE015921D4@WIN03.ad.deltamanagement.se> Hi. I am currently evaluating RT4 on our RT test-server. I noticed that improved fulltext-search is one of the things mentioned in the release notes, and I can also see some settings regarding FullTextSearch in RT_Config.pm. Is there any documentation on how to setup and use this feature? It would be very useful to us. I tried setting "Enabled" and "Indexed" to 1 in RT_SiteConfig.pm and ran rt-fulltext-indexer as suggested in the configuration file, but I got an error message. The configuration comments tells me to run rt-fulltext-indexer for instructions on setup, but this command tells me to read the documentation for the FullTextSearch setting. We are using MySQL 5.0 Best Regards, Johan Sj?berg -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon May 2 11:33:26 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 2 May 2011 11:33:26 -0400 Subject: [rt-users] Help with code identifying QueueWatcher AdminCc In-Reply-To: References: <20110429030952.GK1000@jibsheet.com> <20110429162105.GM1000@jibsheet.com> Message-ID: <20110502153326.GR1000@jibsheet.com> On Fri, Apr 29, 2011 at 02:08:49PM -0700, Kenneth Crocker wrote: > Kevin, > > Got it. This is what works: > > Custom Condition: > # Initiate Email when Ticket is created & Requestor or Owner are NOT AdminCc > > my $trans = $self->TransactionObj; > my $ticket = $self->TicketObj; > my $queue = $ticket->QueueObj; That doesn't look quite right, since you can't call HasMember on a QueueObj. I assume you were doing $ticket->QueueObj->AdminCc to get a group? -kevin > my $owner = $ticket->OwnerObj->PrincipalID; > my $requestor = $ticket->Requestors->UserMembersObj->First->PrincipalId; > > if ($queue->HasMember($owner) or > $queue->HasMember($requestor)) > { > return 0; > } > > return ($trans->Type eq "Create"); > return 0; > > Thanks for your help. > > Kenn > LBNL > > On Fri, Apr 29, 2011 at 9:40 AM, Kenneth Crocker <[1]kfcrocker at lbl.gov> wrote: > > Kevin, > > HA! Well, as I'm sure you've noticed, the world of RT Users seem to find a LOT of things > they want to do that NO ONE could have planned for. I think it's a @#$%#$%^ good product. > There will ALWAYS be someone, including me, that would wish RT did things this way or that, > but you guys really do put out a helluva good product. > > My forte has always been as a project leader (in design and QA) from large mainframe systems > on down to mini-computers (pre-cursor to PC's and Client-server systems) for 40 yrs, so it's > easy for me to look at something and have that perfect 20/20 vision that hindsight gives > you. If we all had those "well, I shoulda done it this way" ideas in the beginning, I'd be > willing to bet you would STILL get some bitching here or there. That's why someone create > the "version number x.xx" for software, he he. > > Great job. I'm looking forward to playing with 4.0 soon. > > Kenn > LBNL > > On Fri, Apr 29, 2011 at 9:21 AM, Kevin Falcone <[2]falcone at bestpractical.com> wrote: > > On Fri, Apr 29, 2011 at 09:17:44AM -0700, Kenneth Crocker wrote: > > Got it. Thanks. I think I'm getting a LITTLE better at this, believe it or not. > > Great. I would love IsWatcher to search Queue watcher groups also, > but it's not something I've even sketched code for. > > > > On Thu, Apr 28, 2011 at 8:09 PM, Kevin Falcone <[1][3]falcone at bestpractical.com> wrote: > > > > On Thu, Apr 28, 2011 at 03:47:40PM -0700, Kenneth Crocker wrote: > > > To List, > > > > > > I've got some code that I'm using to try and identify certain users as the Queue > AdminCc. > > I > > > want to do this so I can stop sending emails to Queue AdminCc's when they are also the > > > Requestor or Owner. The code is as follows: > > > > If you want to check Queue AdminCc's not Ticket AdminCcs, you need to > > look at the queue ($ticket->QueueObj) not the $ticket > > > > $ticket->QueueObj->AdminCc will give you an RT::Group and you want to > > read about the HasMember method on groups > > -kevin > > > ======================================================================= > > > # Initiate Email when Ticket Status is created and Requestor or Owner are not Queue > > AdminCc > > > > > > my $trans = $self->TransactionObj; > > > my $ticket = $self->TicketObj; > > > my $owner = $ticket->OwnerObj->EmailAddress; > > > my $requestor = $ticket->Requestors->UserMembersObj->First->EmailAddress; > > > > > > if ($ticket->IsWatcher(Type => 'AdminCc', EmailAddress => $owner) or > > > $ticket->IsWatcher(Type => 'AdminCc', EmailAddress => $requestor)) > > > { > > > return 0; > > > } > > > > > > return ($trans->Type eq "Create"); > > > return 0; > > > ============================================================== > > > > > > It always fails. I always get a couple emails going to the same person. I've tried > using > > > PrincipalID and Name as the identifiers and still no joy. > > > > > > I've also checked the code in Queue_Overlay.pm and I can't seem to see (I'mbasically a > > perl > > > newbie) where the Queue AdminCc is differentiated from the Ticket AdminCc, which we > NEVER > > use. > > > > References > > > > Visible links > > 1. mailto:[4]falcone at bestpractical.com > > References > > Visible links > 1. mailto:kfcrocker at lbl.gov > 2. mailto:falcone at bestpractical.com > 3. mailto:falcone at bestpractical.com > 4. mailto:falcone at bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon May 2 11:40:01 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 2 May 2011 11:40:01 -0400 Subject: [rt-users] Is a time zone user preference available? In-Reply-To: References: <20110420200039.GI725@jibsheet.com> <20110429030810.GJ1000@jibsheet.com> Message-ID: <20110502154001.GS1000@jibsheet.com> On Fri, Apr 29, 2011 at 01:58:16PM -0600, Eli Guzman wrote: > > On Thu, Apr 28, 2011 at 02:10:20PM -0600, Eli Guzman wrote: > >> I have one more issue, I am working on and this is enabling the full > >> SSO (auto-login) function of RT::Authen::LDAP, but I keep running > >> into some issues. AD users are able to authenticated against AD, but > >> the RT interface won't automatically log them in. I think my > >> RT_SiteConfig.pm (the one located at > >> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc) is correct: > > > > This should really be a separate email to the list, but you don't > > appear to be running the current release of RT::Authen::ExternalAuth > > > > Please provide your RT and extension versions > > > > -kevin > > Hey Kevin, > > I am currently running RT-Authen-ExternalAuth 0.8_01, and RT 3.89: > cpan -l output > > lib::RT::Authen::ExternalAuth 0.08_01 > lib::RT::Authen::ExternalAuth::DBI undef > lib::RT::Authen::ExternalAuth::LDAP undef > lib::RT::Authen::ExternalAuth::DBI::Cookie undef > blib::lib::RT::Authen::ExternalAuth 0.08_01 > > I thought I was at the latest version for RT-Authen-ExternalAuth, has > another release been made available? If this is the case I can download > and install if needed. > > Just to recap: LDAP authentication works, the SSO piece (the automatic > logon into the interface) fails. RT-Authen-ExternalAuth doesn't provide spnego/sso for IE you have to configure something like mod_auth_kerb for that -kevin > This is essentially the last piece we have before finishing up this > setup so any advice you may have could be very useful to us. > > Regards, > --Eli -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ross at riverstyx.net Mon May 2 11:49:30 2011 From: ross at riverstyx.net (Ross Lawrie) Date: Mon, 02 May 2011 08:49:30 -0700 Subject: [rt-users] RT 3.8.9 -> 4.0.0 upgrade In-Reply-To: <20110501141829.GA14154@bestpractical.com> References: <1304109375.7652.17.camel@tintin> <20110501141829.GA14154@bestpractical.com> Message-ID: <1304351370.18957.11.camel@tintin> Thanks Jesse, On Sun, 2011-05-01 at 10:18 -0400, Jesse Vincent wrote: > There's a lot of ...extra stuff in your apache config. Can you try with the default config in docs/web_deployment.pod Alright, dropped SSL and switched to using the config included in the web_deployment.pod: === FastCgiServer /usr/share/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 ### Optional apache logs for RT # Ensure that your log rotation scripts know about these files ErrorLog /var/log/apache2/XXXXX.XXXXXX.XXX-error_log CustomLog /var/log/apache2/XXXXX.XXXXXX.XXX-access_log combined LogLevel debug AddDefaultCharset UTF-8 Alias /NoAuth/images/ /usr/share/rt4/share/html/NoAuth/images/ ScriptAlias / /usr/share/rt4/sbin/rt-server.fcgi/ DocumentRoot "/usr/share/rt4/share/html" Order allow,deny Allow from all Options +ExecCGI AddHandler fastcgi-script fcgi === I'm still really not seeing anything in the logs except the timeout itself: === May 2 08:28:25 XXXXX.XXXXXX.XXX fcgi-pm[10038]: [warn] FastCGI: server "/usr/share/rt4/sbin/rt-server.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds === In case this helps, here's my RT_SiteConfig.pm: === Set($rtname, 'XXXXXX'); Set($Organization, 'XXXXX.XXXXXX.XXX'); Set($MinimumPasswordLength, '7'); Set($OwnerEmail, 'XXX at XXXXX.XXX'); Set($MaxAttachmentSize, 30_000_000); Set($WebPort, 443); Set($WebPath, ""); Set($WebDomain, 'XXXXX.XXXXXX.XXX' ); Set($CorrespondAddress , 'XXX at XXXXXX.XXX'); Set($CommentAddress , 'XXX at XXXXXX.XXX'); Set($ParseNewMessageForTicketCcs , 1); Set($DatabaseUser , 'rt4'); Set($DatabasePassword , 'XXXXXXXXX'); Set($DatabaseName , 'rt4'); Set($SpamAssassinClient, 'localhost'); Set($ParseNewMessageForTicketCcs , 1); Set($LogToSyslog , 'debug'); Set($LogToScreen , 'debug'); Set($MaxInlineBody, 120000); 1; === > Which docs suggest you need to run rt-server by hand if you're using > the fastcgi handler? I'd like to get them clarified. You should not > need to do that. It wasn't so much that they suggested I do so, but I was just looking for things that I might not have done. > So you're not seeing anything in the access log at all? That sort of > suggests that the problem isn't on the RT side. > > > --with-db-rt-pass=XXXXXXXXX > > For next time, I'd recommend not sending your database password to the list ;) Appreciated, feeling pretty dumb about that. > Anyway, Give the "simpler" apache configuration a shot and we'll see how things go from there. Thanks, Ross. From jesse at bestpractical.com Mon May 2 12:10:51 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 2 May 2011 12:10:51 -0400 Subject: [rt-users] RT 3.8.9 -> 4.0.0 upgrade In-Reply-To: <1304351370.18957.11.camel@tintin> References: <1304109375.7652.17.camel@tintin> <20110501141829.GA14154@bestpractical.com> <1304351370.18957.11.camel@tintin> Message-ID: <20110502161050.GE14154@bestpractical.com> > I'm still really not seeing anything in the logs except the timeout > itself: > > === > May 2 08:28:25 XXXXX.XXXXXX.XXX fcgi-pm[10038]: [warn] FastCGI: server > "/usr/share/rt4/sbin/rt-server.fcgi" has failed to remain running for 30 > seconds given 3 attempts, its restart interval has been backed off to > 600 seconds If that was in your original message, I missed it. But that's your smoking gun. What happens if you run /usr/share/rt4/sbin/rt-server.fcgi by hand as the user apache runs as? As a guess, have you run rt-server as root causing var/mason_data to be unwritable by nobody/apache? From ross at riverstyx.net Mon May 2 12:29:37 2011 From: ross at riverstyx.net (Ross Lawrie) Date: Mon, 02 May 2011 09:29:37 -0700 Subject: [rt-users] RT 3.8.9 -> 4.0.0 upgrade In-Reply-To: <20110502161050.GE14154@bestpractical.com> References: <1304109375.7652.17.camel@tintin> <20110501141829.GA14154@bestpractical.com> <1304351370.18957.11.camel@tintin> <20110502161050.GE14154@bestpractical.com> Message-ID: <1304353777.18957.13.camel@tintin> On Mon, 2011-05-02 at 12:10 -0400, Jesse Vincent wrote: > > > I'm still really not seeing anything in the logs except the timeout > > itself: > > > > === > > May 2 08:28:25 XXXXX.XXXXXX.XXX fcgi-pm[10038]: [warn] FastCGI: server > > "/usr/share/rt4/sbin/rt-server.fcgi" has failed to remain running for 30 > > seconds given 3 attempts, its restart interval has been backed off to > > 600 seconds > > If that was in your original message, I missed it. But that's your smoking gun. > > What happens if you run /usr/share/rt4/sbin/rt-server.fcgi by hand as the user apache runs as? > > As a guess, have you run rt-server as root causing var/mason_data to be unwritable by nobody/apache? It wasn't in my original message, I didn't see it in the previous run through. Wish I had thought to run that script as the web server, I just assumed that since things had worked for the rt3 installation, then things should be similar for this one -- only I'd created a new rt4 user and forgot to setup permissions properly. Sigh. Thanks for your time on this. Ross. From Sharon.Belliveau at frb.gov Mon May 2 13:25:06 2011 From: Sharon.Belliveau at frb.gov (Sharon.Belliveau at frb.gov) Date: Mon, 2 May 2011 13:25:06 -0400 Subject: [rt-users] Set Dashboard Subscription to run 4 time per day? Message-ID: <20110502173322.32B1F2C437C@ibastion.frb.gov> Hello - I've searched for this in past messages to no avail. Can one set a subscription to the same dashboard to multiple times per day, say 10:00am, 11:00am, 1:00pm and 2:00pm on Monday -Friday? I am able to subscribe at one time slot per day. This dashboard lists the tickets owned by Nobody. Thank you - Sharon Belliveau Federal Reserve Board From eguzman at cvimellesgriot.com Mon May 2 14:06:18 2011 From: eguzman at cvimellesgriot.com (Eli Guzman) Date: Mon, 2 May 2011 12:06:18 -0600 Subject: [rt-users] Is a time zone user preference available? In-Reply-To: <29439_1304321481_4DBE5DC9_29439_78_2_OF4C58DCC6.1C63991C-ONC1257884.0029263D-C1257884.002951C8@sagemcom.com> References: <29439_1304321481_4DBE5DC9_29439_78_2_OF4C58DCC6.1C63991C-ONC1257884.0029263D-C1257884.002951C8@sagemcom.com> Message-ID: Thanks for the information Rapha?l. I have tried SSO with Firefox 4 as well, and the LDAP authentication piece works but I have been unable to get the SSO piece working properly. Same error gets generated in FF4 as it does in IE8: [Mon May 2 16:16:37 2011] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-uthen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Mon May 2 16:16:37 2011] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authn-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Mon May 2 16:16:37 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugns/RT-Authen-ExternalAuth/html/Elements/DoAuth:26) I am running 3.8.9 rather than 3.8.8, so that may be the key difference (besides being on RHEL 5.6). If you don't mind me asking what version of RT::Authen:ExternalAuth are you currently running (and on what server platform)? Not sure if you are on an earlier/later version, but if you are on a later version this may be useful information, as I may just need to upgrade it. Thanks, Eli ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rapha?l MOUNEYRES Sent: Monday, May 02, 2011 1:31 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Is a time zone user preference available? Hi, >Just to recap: LDAP authentication works, the SSO piece (the automatic >logon into the interface) fails. on my RT 3.8.8, the only Way to have SSO working is to use firefox (wich writes the cookie corerctly) I've not been able to have Internet Explorer write the cookie, so i'm using firefox 4.0. Rapha?l From eguzman at cvimellesgriot.com Mon May 2 14:06:30 2011 From: eguzman at cvimellesgriot.com (Eli Guzman) Date: Mon, 2 May 2011 12:06:30 -0600 Subject: [rt-users] Is a time zone user preference available? In-Reply-To: <20110502154001.GS1000@jibsheet.com> References: <20110420200039.GI725@jibsheet.com><20110429030810.GJ1000@jibsheet.com> <20110502154001.GS1000@jibsheet.com> Message-ID: ----Original Message---- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, May 02, 2011 9:40 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Is a time zone user preference available? > On Fri, Apr 29, 2011 at 01:58:16PM -0600, Eli Guzman wrote: >>> On Thu, Apr 28, 2011 at 02:10:20PM -0600, Eli Guzman wrote: >>>> I have one more issue, I am working on and this is enabling the >>>> full SSO (auto-login) function of RT::Authen::LDAP, but I keep >>>> running into some issues. AD users are able to authenticated >>>> against AD, but the RT interface won't automatically log them in. I >>>> think my RT_SiteConfig.pm (the one located at >>>> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc) is correct: >>> >>> This should really be a separate email to the list, but you don't >>> appear to be running the current release of RT::Authen::ExternalAuth >>> >>> Please provide your RT and extension versions >>> >>> -kevin >> >> Hey Kevin, >> >> I am currently running RT-Authen-ExternalAuth 0.8_01, and RT 3.89: > >> cpan -l output >> >> lib::RT::Authen::ExternalAuth 0.08_01 >> lib::RT::Authen::ExternalAuth::DBI undef >> lib::RT::Authen::ExternalAuth::LDAP undef >> lib::RT::Authen::ExternalAuth::DBI::Cookie undef >> blib::lib::RT::Authen::ExternalAuth 0.08_01 >> >> I thought I was at the latest version for RT-Authen-ExternalAuth, has >> another release been made available? If this is the case I can >> download and install if needed. >> >> Just to recap: LDAP authentication works, the SSO piece (the >> automatic logon into the interface) fails. > > RT-Authen-ExternalAuth doesn't provide spnego/sso for IE you have to > configure something like mod_auth_kerb for that > > -kevin > >> This is essentially the last piece we have before finishing up this >> setup so any advice you may have could be very useful to us. >> >> Regards, >> --Eli Thanks once again for all of the input, IE is indeed the primary browser here, but we do have users using Mozilla Firefox 4 as well. I have tried logging in within FF4, and I get the same errors as I do in IE. I think that there is some basic link not taking place between IE(FF4) and RT (RT::Auth*), which is interesting (or rather odd) since as I mentioned before, I am able to login using LDAP directly (though unable I may be of passing the SSO check itself). I read on a previous message that RT::Auth* was now at 0.08_02 (not sure if this is correct)? Perhaps I should use this version with RT 3.89 and see if this fixes the issue. You mentioned mod_auth_kerb, and I actually do have mod_auth_kerb installed for Apache2, so I'm thinking this could be another likely way to go (would this work for FF4 as well?). I've also used Likewise Open to physically join the server to our primary domain controller, but this has not made much of a difference (yet) - although I am sure that a separate connector has to probably be setup within Likewise for RT (but I am at the moment not familiar with this option). As another feasible option for SSO, would it be better to just use an AD synchronized OpenLDAP server, using something like a DBI Authentication module? Regards, Eli From kfcrocker at lbl.gov Mon May 2 14:22:13 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 2 May 2011 11:22:13 -0700 Subject: [rt-users] Help with code identifying QueueWatcher AdminCc In-Reply-To: <20110502153326.GR1000@jibsheet.com> References: <20110429030952.GK1000@jibsheet.com> <20110429162105.GM1000@jibsheet.com> <20110502153326.GR1000@jibsheet.com> Message-ID: Kevin, Actually, no. I didn't. but it still worked and now I'm wondering why. However, I made the change so that it is coded correctly. AHH! I see why it worked before. The "HasMamber" subroutine ends if it is called with an argument that isn't a PrincipalId. Since I didn't use an Id related to a correct object, it ended and since that scrip was an "Extra" notification that I wanted to drop under those circumstances, "HasMember" ending made it look like it worked. I double checked against the logs and yes, that code was wrong. I just checked it again and it worked without the error message. Good catch, Kevin. Must be why they pay you the "big Bucks"! ;-). Kenn LBNL On Mon, May 2, 2011 at 8:33 AM, Kevin Falcone wrote: > On Fri, Apr 29, 2011 at 02:08:49PM -0700, Kenneth Crocker wrote: > > Kevin, > > > > Got it. This is what works: > > > > Custom Condition: > > # Initiate Email when Ticket is created & Requestor or Owner are NOT > AdminCc > > > > my $trans = $self->TransactionObj; > > my $ticket = $self->TicketObj; > > my $queue = $ticket->QueueObj; > > That doesn't look quite right, since you can't call HasMember on a > QueueObj. I assume you were doing $ticket->QueueObj->AdminCc to get a > group? > > -kevin > > > my $owner = $ticket->OwnerObj->PrincipalID; > > my $requestor = > $ticket->Requestors->UserMembersObj->First->PrincipalId; > > > > if ($queue->HasMember($owner) or > > $queue->HasMember($requestor)) > > { > > return 0; > > } > > > > return ($trans->Type eq "Create"); > > return 0; > > > > Thanks for your help. > > > > Kenn > > LBNL > > > > On Fri, Apr 29, 2011 at 9:40 AM, Kenneth Crocker <[1] > kfcrocker at lbl.gov> wrote: > > > > Kevin, > > > > HA! Well, as I'm sure you've noticed, the world of RT Users seem to > find a LOT of things > > they want to do that NO ONE could have planned for. I think it's a > @#$%#$%^ good product. > > There will ALWAYS be someone, including me, that would wish RT did > things this way or that, > > but you guys really do put out a helluva good product. > > > > My forte has always been as a project leader (in design and QA) from > large mainframe systems > > on down to mini-computers (pre-cursor to PC's and Client-server > systems) for 40 yrs, so it's > > easy for me to look at something and have that perfect 20/20 vision > that hindsight gives > > you. If we all had those "well, I shoulda done it this way" ideas in > the beginning, I'd be > > willing to bet you would STILL get some bitching here or there. > That's why someone create > > the "version number x.xx" for software, he he. > > > > Great job. I'm looking forward to playing with 4.0 soon. > > > > Kenn > > LBNL > > > > On Fri, Apr 29, 2011 at 9:21 AM, Kevin Falcone <[2] > falcone at bestpractical.com> wrote: > > > > On Fri, Apr 29, 2011 at 09:17:44AM -0700, Kenneth Crocker wrote: > > > Got it. Thanks. I think I'm getting a LITTLE better at this, > believe it or not. > > > > Great. I would love IsWatcher to search Queue watcher groups also, > > but it's not something I've even sketched code for. > > > > > > On Thu, Apr 28, 2011 at 8:09 PM, Kevin Falcone <[1][3] > falcone at bestpractical.com> wrote: > > > > > > On Thu, Apr 28, 2011 at 03:47:40PM -0700, Kenneth Crocker wrote: > > > > To List, > > > > > > > > I've got some code that I'm using to try and identify certain > users as the Queue > > AdminCc. > > > I > > > > want to do this so I can stop sending emails to Queue > AdminCc's when they are also the > > > > Requestor or Owner. The code is as follows: > > > > > > If you want to check Queue AdminCc's not Ticket AdminCcs, you > need to > > > look at the queue ($ticket->QueueObj) not the $ticket > > > > > > $ticket->QueueObj->AdminCc will give you an RT::Group and you > want to > > > read about the HasMember method on groups > > > -kevin > > > > > ======================================================================= > > > > # Initiate Email when Ticket Status is created and Requestor > or Owner are not Queue > > > AdminCc > > > > > > > > my $trans = $self->TransactionObj; > > > > my $ticket = $self->TicketObj; > > > > my $owner = $ticket->OwnerObj->EmailAddress; > > > > my $requestor = > $ticket->Requestors->UserMembersObj->First->EmailAddress; > > > > > > > > if ($ticket->IsWatcher(Type => 'AdminCc', EmailAddress => > $owner) or > > > > $ticket->IsWatcher(Type => 'AdminCc', EmailAddress => > $requestor)) > > > > { > > > > return 0; > > > > } > > > > > > > > return ($trans->Type eq "Create"); > > > > return 0; > > > > ============================================================== > > > > > > > > It always fails. I always get a couple emails going to the > same person. I've tried > > using > > > > PrincipalID and Name as the identifiers and still no joy. > > > > > > > > I've also checked the code in Queue_Overlay.pm and I can't > seem to see (I'mbasically a > > > perl > > > > newbie) where the Queue AdminCc is differentiated from the > Ticket AdminCc, which we > > NEVER > > > use. > > > > > > References > > > > > > Visible links > > > 1. mailto:[4]falcone at bestpractical.com > > > > References > > > > Visible links > > 1. mailto:kfcrocker at lbl.gov > > 2. mailto:falcone at bestpractical.com > > 3. mailto:falcone at bestpractical.com > > 4. mailto:falcone at bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Mon May 2 14:58:36 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 02 May 2011 14:58:36 -0400 Subject: [rt-users] Tools/Report: 4 hours added to time repeatedly Message-ID: <4DBEFEDC.3040304@kickflop.net> Using security-patched RT 3.8.7 Any help would be appreciated. Looks like a bug to me. Go to Tools -> Report -> Created in date range > Queue: - > Tickets created after: 2011-04-20 > Tickets created before: 2011-04-28 > Submit Screen shows: > [ Results here ] > --------------------------- > Queue: - > Tickets created after: 2011-04-20 04:00:00 > Tickets created before: 2011-04-20 04:00:00 Change Queue to something Submit Screen shows: > [ Results here ] > --------------------------- > Queue: MyQueue > Tickets created after: 2011-04-20 08:00:00 > Tickets created before: 2011-04-20 08:00:00 Click 'Submit repeatedly' and watch the hours go up by 4 each time. From SHersker at tngus.com Mon May 2 17:03:51 2011 From: SHersker at tngus.com (Hersker, Steve) Date: Mon, 2 May 2011 14:03:51 -0700 Subject: [rt-users] error upgrading db from 3.6.3 to 4.0.0 Message-ID: I'm moving RT to a new server and taking the opportunity to upgrade versions as well. Currently, v3.6.3 on FC4 and MySql 4.1.16. I backed up the db with Mysqldump --opt --add-drop-table --single-transaction -default-character-set=binary -u root -pXXXXXXX rt3 >rt363.adhoc.bkup Copied the SQL dump to the new server running CentOS 5.5 and MySql 5.0.77 and restored the RT3 db. Last week, I successfully upgraded from 3.6.3 to 3.8.9 (patched the db to 3.7.87, applied the 3.8.0 schema changes, patched the database up to 3.8.9 as per UPGRADING.mysql). Worked great, no problems. Was just about to implement that when RT 4.0.0 was released... So....I want to upgrade to that instead. There was no UPGRADING.mysql, just the README saying to run rt-setup-database. When I try to upgrade from 3.6.3 all the way up to 4.0.0, I'm getting: Processing 3.7.81 Now populating database schema. [Mon May 2 20:53:58 2011] [crit]: DBD::mysql::st execute failed: Duplicate key name 'CachedGroupMembers3' at /opt/rt4/sbin/../lib/RT/Handle.pm line 503. (/opt/rt4/sbin/../lib/RT.pm:340) DBD::mysql::st execute failed: Duplicate key name 'CachedGroupMembers3' at /opt/rt4/sbin/../lib/RT/Handle.pm line 503. Since the 3.8.9 upgrade worked fine (with the included schema change queries), I used rt3.8.9 to upgrade my 3.6.3 to 3.8.9 (again, going to 3.7.87, applying the schema change queries, then upgrading the db to 3.8.9). Which, again, worked fine. Then, using RT 4.0.0, I tried to update the database from 3.8.9 to 4.0.0 and am getting the error: Processing 3.9.3 Now populating database schema. [Mon May 2 20:31:51 2011] [crit]: DBD::mysql::st execute failed: Can't DROP 'DelegatedBy'; check that column/key exists at /opt/rt4/sbin/../lib/RT/Handle.pm line 503. (/opt/rt4/sbin/../lib/RT.pm:340) DBD::mysql::st execute failed: Can't DROP 'DelegatedBy'; check that column/key exists at /opt/rt4/sbin/../lib/RT/Handle.pm line 503. Do I need to upgrade incrementally from 3.6.3 to 3.8.9 to 3.9.x and then to 4.0.0? Is there info on this that I missed? Or, should the rt-setup-database handle the jump from 3.6.3 to 4.0.0 (including 3.8.0's schema changes)? (I'm not a SQL expert in the least). Thanks for any help! Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From kress.lyall at gmail.com Mon May 2 18:32:32 2011 From: kress.lyall at gmail.com (Lyall Kress) Date: Mon, 2 May 2011 17:32:32 -0500 Subject: [rt-users] GnuPG::Interface Missing, but is installed... Message-ID: Trying to install RT 4.0 on CentOS 5.5 all up to date. Pretty much a Perl Newbie, so sorry if this is an easy fix. Tried to work my Google-fu before bugging everybody, but no luck. I do fixdeps and get this */snip/** *FASTCGI dependencies: FCGI::ProcManager ...found FCGI ...found GD dependencies: GD::Text ...found GD ...found GD::Graph ...found GPG dependencies: PerlIO::eol ...found * GnuPG::Interface ...MISSING "try" is not exported by the Math::BigInt module Install module GnuPG::Interface Going to read /root/.cpan/Metadata Database was generated on Mon, 02 May 2011 04:31:36 GMT GnuPG::Interface is up to date.* ICAL dependencies: Data::ICal ...found MAILGATE dependencies: Pod::Usage ...found HTML::TreeBuilder ...found Getopt::Long ...found HTML::FormatText ...found LWP::UserAgent ...found MASON dependencies: */snip/* SOME DEPENDENCIES WERE MISSING. GPG missing dependencies: GnuPG::Interface ...MISSING "try" is not exported by the Math::BigInt module make: *** [fixdeps] Error 1 [root at web rt-4.0.0]# and when i do ">cpan install GnuPG::Interface" i get this /console/ cpan> install GnuPG::Interface GnuPG::Interface is up to date. cpan> /console/ What have i screwed up? thanks in advance for the help -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon May 2 18:38:15 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 2 May 2011 18:38:15 -0400 Subject: [rt-users] error upgrading db from 3.6.3 to 4.0.0 In-Reply-To: References: Message-ID: <20110502223815.GT1000@jibsheet.com> On Mon, May 02, 2011 at 02:03:51PM -0700, Hersker, Steve wrote: > So....I want to upgrade to that instead. There was no UPGRADING.mysql, just the README saying > to run rt-setup-database. UPGRADING.mysql is now in docs and is still referenced in README and UPGRADING-3.6 which you should be reading (along with UPGRADING-3.8 and UPGRADING-4.0) > When I try to upgrade from 3.6.3 all the way up to 4.0.0, I'm getting: > > Processing 3.7.81 > > Now populating database schema. > > [Mon May 2 20:53:58 2011] [crit]: DBD::mysql::st execute failed: Duplicate key name > 'CachedGroupMembers3' at /opt/rt4/sbin/../lib/RT/Handle.pm line 503. > (/opt/rt4/sbin/../lib/RT.pm:340) > > DBD::mysql::st execute failed: Duplicate key name 'CachedGroupMembers3' at > /opt/rt4/sbin/../lib/RT/Handle.pm line 503. Looks like you ran 3.7.81 twice > > Now populating database schema. > > [Mon May 2 20:31:51 2011] [crit]: DBD::mysql::st execute failed: Can't DROP 'DelegatedBy'; > check that column/key exists at /opt/rt4/sbin/../lib/RT/Handle.pm line 503. > (/opt/rt4/sbin/../lib/RT.pm:340) > > DBD::mysql::st execute failed: Can't DROP 'DelegatedBy'; check that column/key exists at > /opt/rt4/sbin/../lib/RT/Handle.pm line 503. Looks like you ran something else twice too, since that column has existed since at least 3.4 > Do I need to upgrade incrementally from 3.6.3 to 3.8.9 to 3.9.x and then to 4.0.0? Is there > info on this that I missed? Or, should the rt-setup-database handle the jump from 3.6.3 to > 4.0.0 (including 3.8.0's schema changes)? You can use rt-setup-database from 3.6.3 to 3.7.81 follow UPGRADING.mysql and then continue onward from there to 4.0.0 Also, there is no reason to use a 3.8.9 tarball and a 4.0.0 tarball, you can do it all from the fresh install in /opt/rt4 -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 Mon May 2 19:10:00 2011 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Mon, 02 May 2011 16:10:00 -0700 Subject: [rt-users] Sorting saved searches Message-ID: <1304377800.25312.1447490213@webmail.messagingengine.com> Is there a way to sort the list of saved searches on the query builder page by the name of the search, rather than the order in which the searches were saved? From falcone at bestpractical.com Mon May 2 21:10:04 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 2 May 2011 21:10:04 -0400 Subject: [rt-users] GnuPG::Interface Missing, but is installed... In-Reply-To: References: Message-ID: <20110503011004.GU1000@jibsheet.com> On Mon, May 02, 2011 at 05:32:32PM -0500, Lyall Kress wrote: > Trying to install RT 4.0 on CentOS 5.5 all up to date. Pretty much a Perl Newbie, so sorry if > this is an easy fix. Tried to work my Google-fu before bugging everybody, but no luck. > > I do fixdeps and get this > > /snip/ > FASTCGI dependencies: > FCGI::ProcManager ...found > FCGI ...found > GD dependencies: > GD::Text ...found > GD ...found > GD::Graph ...found > GPG dependencies: > PerlIO::eol ...found > GnuPG::Interface ...MISSING > "try" is not exported by the Math::BigInt module Sadly, CentOS 5.5 includes a version of Math::BigInt from 2005 (yes, 2005) and GnuPG::Interface doesn't have a released version asking you to install at least the version from 2007 that includes this feature (1.77). You should be able to install a newer Math::BigInt from cpan -kevin > Install module GnuPG::Interface > Going to read /root/.cpan/Metadata > Database was generated on Mon, 02 May 2011 04:31:36 GMT > GnuPG::Interface is up to date. > ICAL dependencies: > Data::ICal ...found > MAILGATE dependencies: > Pod::Usage ...found > HTML::TreeBuilder ...found > Getopt::Long ...found > HTML::FormatText ...found > LWP::UserAgent ...found > MASON dependencies: > /snip/ > SOME DEPENDENCIES WERE MISSING. > GPG missing dependencies: > GnuPG::Interface ...MISSING > "try" is not exported by the Math::BigInt module > make: *** [fixdeps] Error 1 > [root at web rt-4.0.0]# > > and when i do ">cpan install GnuPG::Interface" i get this > > /console/ > cpan> install GnuPG::Interface > GnuPG::Interface is up to date. > > cpan> > /console/ > > What have i screwed up? > > thanks in advance for the help -------------- 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 May 2 21:39:21 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 2 May 2011 21:39:21 -0400 Subject: [rt-users] Sorting saved searches In-Reply-To: <1304377800.25312.1447490213@webmail.messagingengine.com> References: <1304377800.25312.1447490213@webmail.messagingengine.com> Message-ID: <20110503013921.GV1000@jibsheet.com> On Mon, May 02, 2011 at 04:10:00PM -0700, Nick Kartsioukas wrote: > Is there a way to sort the list of saved searches on the query builder > page by the name of the search, rather than the order in which the > searches were saved? I believe that would require a patch to sort in Named. Due to the way that Attributes does preloading and caching, I'm not sure how just adding a default OrderByCols would work without digging some more. This is one of those things that will be much easier to fix when SavedSearches stop being Attributes under the hood. -------------- 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 May 2 21:55:30 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 2 May 2011 21:55:30 -0400 Subject: [rt-users] GnuPG::Interface Missing, but is installed... In-Reply-To: <20110503011004.GU1000@jibsheet.com> References: <20110503011004.GU1000@jibsheet.com> Message-ID: <20110503015530.GW1000@jibsheet.com> On Mon, May 02, 2011 at 09:10:04PM -0400, Kevin Falcone wrote: > On Mon, May 02, 2011 at 05:32:32PM -0500, Lyall Kress wrote: > > Trying to install RT 4.0 on CentOS 5.5 all up to date. Pretty much a Perl Newbie, so sorry if > > this is an easy fix. Tried to work my Google-fu before bugging everybody, but no luck. > > > > I do fixdeps and get this > > > > /snip/ > > FASTCGI dependencies: > > FCGI::ProcManager ...found > > FCGI ...found > > GD dependencies: > > GD::Text ...found > > GD ...found > > GD::Graph ...found > > GPG dependencies: > > PerlIO::eol ...found > > GnuPG::Interface ...MISSING > > "try" is not exported by the Math::BigInt module > > Sadly, CentOS 5.5 includes a version of Math::BigInt from 2005 (yes, > 2005) and GnuPG::Interface doesn't have a released version asking you > to install at least the version from 2007 that includes this feature > (1.77). > > You should be able to install a newer Math::BigInt from cpan GnuPG::Interface 0.44 is now headed to CPAN and it flags a Math::BigInt from 2007 as the minimum required version which should stop this from biting other folks -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From SHersker at tngus.com Mon May 2 22:43:00 2011 From: SHersker at tngus.com (Hersker, Steve) Date: Mon, 2 May 2011 19:43:00 -0700 Subject: [rt-users] error upgrading db from 3.6.3 to 4.0.0 -- SOLVED In-Reply-To: <20110502223815.GT1000@jibsheet.com> References: <20110502223815.GT1000@jibsheet.com> Message-ID: > > Processing 3.7.81 > > DBD::mysql::st execute failed: Duplicate key name > 'CachedGroupMembers3' at > > /opt/rt4/sbin/../lib/RT/Handle.pm line 503. > > Looks like you ran 3.7.81 twice > > DBD::mysql::st execute failed: Can't DROP 'DelegatedBy'; check > that column/key exists at > > /opt/rt4/sbin/../lib/RT/Handle.pm line 503. > > Looks like you ran something else twice too, since that column has > existed since at least 3.4 Yep, self-inflicted for sure...was trying to figure out how I ran twice when I realized that I had restored the db to the new box and called it rt3 AND when I did a fresh install of RT4.0.0 I had also initialized the database (to make sure everything was working before dealing with the data). So when I was running rt-setup-database, it was running against the rt4 database, which of course was already current, not the rt3 that I had restored. > You can use rt-setup-database from 3.6.3 to 3.7.81 follow > UPGRADING.mysql and then continue onward from there to 4.0.0 I dropped the blank rt4 db, renamed my rt3 db to rt4 and ran through the steps above and it worked perfectly. Thanks, Kevin!! From fireskyer at gmx.de Tue May 3 03:18:20 2011 From: fireskyer at gmx.de (john s.) Date: Tue, 3 May 2011 00:18:20 -0700 (PDT) Subject: [rt-users] Re move RT In-Reply-To: <4DBEB2CE.3050201@bestpractical.com> References: <31503916.post@talk.nabble.com> <4DBAC1C4.60209@bestpractical.com> <31522652.post@talk.nabble.com> <4DBEB2CE.3050201@bestpractical.com> Message-ID: <31530026.post@talk.nabble.com> Thomas Sibley wrote: > > Please tell us the actual commands you ran. > i ran the default settings by typing 1. make testdeps 2. make fixdeps 3. install cpan 4. make install ...... l the configure settings won't be modified at all no custom prefixes or sth else or what do you mean ? best regards john s. -- View this message in context: http://old.nabble.com/Remove-RT-tp31503916p31530026.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From tanguy.lagroy at bt.com Tue May 3 05:37:43 2011 From: tanguy.lagroy at bt.com (tanguy.lagroy at bt.com) Date: Tue, 3 May 2011 10:37:43 +0100 Subject: [rt-users] Display html links RT history Message-ID: Dear community, I'm pretty sure that this question have already been posted, but I can't retrieve this answer. Is it possible to display the link of an url (http://www.domain.com) in the RT's update history ? I do not use the WYSIWYG message composer in preferences. Thanks for your help Tanguy From trs at bestpractical.com Tue May 3 09:15:01 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 03 May 2011 09:15:01 -0400 Subject: [rt-users] Re move RT In-Reply-To: <31530026.post@talk.nabble.com> References: <31503916.post@talk.nabble.com> <4DBAC1C4.60209@bestpractical.com> <31522652.post@talk.nabble.com> <4DBEB2CE.3050201@bestpractical.com> <31530026.post@talk.nabble.com> Message-ID: <4DBFFFD5.5050707@bestpractical.com> On 05/03/2011 03:18 AM, john s. wrote: >> Please tell us the actual commands you ran. >> > > i ran the default settings by typing > > 1. make testdeps > 2. make fixdeps > 3. install cpan > 4. make install ...... > > l the configure settings won't be modified at all no custom prefixes or > sth else > > or what do you mean ? I mean the configure command you used. Did you run ./configure from within the tarball? It looks like you missed that part. Thomas From stepniak.thomas at googlemail.com Tue May 3 09:23:20 2011 From: stepniak.thomas at googlemail.com (ThomasSt) Date: Tue, 3 May 2011 06:23:20 -0700 (PDT) Subject: [rt-users] Re questTracker 3.8 changing the color of "Comment" and "Respond" In-Reply-To: References: <31497320.post@talk.nabble.com> Message-ID: <31532390.post@talk.nabble.com> Hello Kenneth, The thing i was looking for was in the nav.css found under home/share/html/NoAuth/css/web2. I had to add a command named div#page-navigation ul#actions-menu a { color: #FF0000; } Now the actions-menu is red as seen in the new file (colorchange new.jpg). But here begins my real problem. Actually i want to color the "Comment" green and "Repsond" red and leave all other options in black. Can i manage that through .css? http://old.nabble.com/file/p31532390/colorchange%2Bnew.jpg colorchange+new.jpg Kenneth Crocker wrote: > > Thomas, > > Well, if you know what numbers correlate to the color you want, you can > make > you're own changes by creating a "local" version for the "css" file used > to > display tickets/history. Perhaps the boxes.css file found in > home/share/html/NoAuth/css/web2. I made a change in the "ticket-lists.css" > file to have all searches return with alignment to the top & left. I like > it > better there than the default at the bottom. > > Hope this helps. > > Kenn > LBNL > > On Fri, Apr 29, 2011 at 12:04 AM, ThomasSt > wrote: > >> >> Hello, >> >> im new to rt aswell as perl and css. >> I would like to change the Color of "Comment" and "Respond" in the >> Actions-menu as seen in the Image below. >> i searched in the rt wiki and tried different searches on google but >> nothing >> helped then I tried to edit it myself for 3 days now but unfortunatelly >> it >> didnt work so now im posting in this Forum and asking for help. >> >> sincerely >> >> Thomas >> >> http://old.nabble.com/file/p31497320/Color.jpg >> -- >> View this message in context: >> http://old.nabble.com/RequestTracker-3.8-changing-the-color-of-%22Comment%22-and-%22Respond%22-tp31497320p31497320.html >> Sent from the Request Tracker - User mailing list archive at Nabble.com. >> >> > > -- View this message in context: http://old.nabble.com/RequestTracker-3.8-changing-the-color-of-%22Comment%22-and-%22Respond%22-tp31497320p31532390.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From trs at bestpractical.com Tue May 3 09:28:44 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 03 May 2011 09:28:44 -0400 Subject: [rt-users] Display html links RT history In-Reply-To: References: Message-ID: <4DC0030C.2080705@bestpractical.com> Look at the MakeClicky option as documented in etc/RT_Config.pm and then set it appropriately in etc/RT_SiteConfig.pm. Thomas From justin.hayes at openbet.com Tue May 3 09:30:14 2011 From: justin.hayes at openbet.com (Justin Hayes) Date: Tue, 3 May 2011 14:30:14 +0100 Subject: [rt-users] New tickets - link creation not working Message-ID: <6E9774FE-4B51-47E6-A481-1FCDEDC8C3DB@openbet.com> I'm running 3.8.8 and if I click on one of the 'create' links in the Links panel to create a linked ticket (refers to, depends on etc) I get a new ticket screen with a URL like this: https:///Ticket/Create.html?Queue=1&CloneTicket=56932&DependsOn-new=56932 However when I submit the page to create the new ticket no link is created. I'm sure this used to work, and now doesn't. I've turned debug logging on and can't see any errors to explain it. Anyone got any ideas on where to look or what might be wrong? Thanks, Justin ------------------------------------------------- Justin Hayes OpenBet Support Manager justin.hayes at openbet.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue May 3 09:36:27 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 3 May 2011 09:36:27 -0400 Subject: [rt-users] Display html links RT history In-Reply-To: References: Message-ID: <20110503133627.GX1000@jibsheet.com> On Tue, May 03, 2011 at 10:37:43AM +0100, tanguy.lagroy at bt.com wrote: > Dear community, > > I'm pretty sure that this question have already been posted, but I can't retrieve this answer. > > Is it possible to display the link of an url (http://www.domain.com) in the RT's update history ? > > I do not use the WYSIWYG message composer in preferences. You want to search for MakeClicky in RT_Config.pm and then enable 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 trs at bestpractical.com Tue May 3 09:43:54 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 03 May 2011 09:43:54 -0400 Subject: [rt-users] Re questTracker 3.8 changing the color of "Comment" and "Respond" In-Reply-To: <31532390.post@talk.nabble.com> References: <31497320.post@talk.nabble.com> <31532390.post@talk.nabble.com> Message-ID: <4DC0069A.4030702@bestpractical.com> On 05/03/2011 09:23 AM, ThomasSt wrote: > The thing i was looking for was in the nav.css found under > home/share/html/NoAuth/css/web2. I had to add a command named > > div#page-navigation ul#actions-menu a > { > color: #FF0000; > } > > Now the actions-menu is red as seen in the new file (colorchange new.jpg). > But here begins my real problem. Actually i want to color the "Comment" > green and "Repsond" red and leave all other options in black. Can i manage > that through .css? Those links don't have individual classes or ids in 3.8. You'd need to rely on the value of their href attributes. Something like so: div#page-navigation ul#actions-menu a[href*=Respond] { color: red } div#page-navigation ul#actions-menu a[href*=Comment] { color: green } That will only work in browsers that support the *= attribute selector, which is ~everything except IE6 and below. Thomas From fireskyer at gmx.de Tue May 3 09:56:17 2011 From: fireskyer at gmx.de (john s.) Date: Tue, 3 May 2011 06:56:17 -0700 (PDT) Subject: [rt-users] RT 4.0 with fcgid Message-ID: <31532665.post@talk.nabble.com> Hello guys I tried to setup an test system with a new rt 4.0 version this time fcgid should be implemented too.... At first over apt i had installed the following module: a2enmod fcgid And this module is loaded already then I tried to make an customize configure with the following flag --with-web-handler=fastcgi but i don't know how i can implement fcgid that RT work's fine. So i think thats the basic step to run fastcgi ( fcgid). So in which way i have to modify the v host files or configs from apache? could some one give me an example for that? best regards john s. -- View this message in context: http://old.nabble.com/RT-4.0-with-fcgid-tp31532665p31532665.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From trs at bestpractical.com Tue May 3 10:05:00 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 03 May 2011 10:05:00 -0400 Subject: [rt-users] RT 4.0 with fcgid In-Reply-To: <31532665.post@talk.nabble.com> References: <31532665.post@talk.nabble.com> Message-ID: <4DC00B8C.3070708@bestpractical.com> You should read docs/web_deployment.pod. From lzs at zitseng.com Tue May 3 10:27:46 2011 From: lzs at zitseng.com (Zit Seng Lai) Date: Tue, 3 May 2011 22:27:46 +0800 Subject: [rt-users] RT::Extension::SLA Message-ID: <4B7062FF-2572-4BB5-A91E-848278174FF5@zitseng.com> I'm guessing that since RT4 is pretty new, it will probably break compatibility with some extensions? I'm looking at RT::Extension::SLA in particular. It seems to need RT:Condition::Generic which it cannot find, and which I subsequently found in RT3 only. Is there a quick way to determine which extensions will work with RT4? (e.g. did anyone compile a list...) Is there an alternative to RT::Extension::SLA for RT4? Regards, .lzs From raphael.mouneyres at sagemcom.com Tue May 3 10:24:47 2011 From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=) Date: Tue, 3 May 2011 16:24:47 +0200 Subject: [rt-users] Is a time zone user preference available? In-Reply-To: Message-ID: <13417_1304433100_4DC011C9_13417_22_4_OF921CE07F.C783B59C-ONC1257885.004ECBC7-C1257885.004F2E09@sagemcom.com> In fact it does work with FF4, even if the same "SSO Failed and no user to test with. Nexting" message appears in my logs... i'm just living with it my version of RT::Authen:ExternalAuth is 0.08 running on a Mandriva 2010 i have not tested with later versions of authen plugin (maybe i should) Rapha?l "Eli Guzman" 02/05/2011 20:06 A Rapha?l MOUNEYRES , cc Objet RE: [rt-users] Is a time zone user preference available? Thanks for the information Rapha?l. I have tried SSO with Firefox 4 as well, and the LDAP authentication piece works but I have been unable to get the SSO piece working properly. Same error gets generated in FF4 as it does in IE8: [Mon May 2 16:16:37 2011] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-uthen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Mon May 2 16:16:37 2011] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authn-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Mon May 2 16:16:37 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugns/RT-Authen-ExternalAuth/html/Elements/DoAuth:26) I am running 3.8.9 rather than 3.8.8, so that may be the key difference (besides being on RHEL 5.6). If you don't mind me asking what version of RT::Authen:ExternalAuth are you currently running (and on what server platform)? Not sure if you are on an earlier/later version, but if you are on a later version this may be useful information, as I may just need to upgrade it. Thanks, Eli ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rapha?l MOUNEYRES Sent: Monday, May 02, 2011 1:31 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Is a time zone user preference available? Hi, >Just to recap: LDAP authentication works, the SSO piece (the automatic >logon into the interface) fails. on my RT 3.8.8, the only Way to have SSO working is to use firefox (wich writes the cookie corerctly) I've not been able to have Internet Explorer write the cookie, so i'm using firefox 4.0. 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 sartak at bestpractical.com Tue May 3 11:18:12 2011 From: sartak at bestpractical.com (Shawn M Moore) Date: Tue, 03 May 2011 11:18:12 -0400 Subject: [rt-users] Set Dashboard Subscription to run 4 time per day? In-Reply-To: <20110502173322.32B1F2C437C@ibastion.frb.gov> References: <20110502173322.32B1F2C437C@ibastion.frb.gov> Message-ID: <4DC01CB4.4030900@bestpractical.com> (??23/05/02 13:25), Sharon.Belliveau at frb.gov wrote: > > Hello - > > I've searched for this in past messages to no avail. Can one set a > subscription to the same dashboard to multiple times per day, say 10:00am, > 11:00am, 1:00pm and 2:00pm on Monday -Friday? I am able to subscribe at one > time slot per day. This dashboard lists the tickets owned by Nobody. > > Thank you - RT does not yet support multiple subscriptions to a dashboard for one user. I know it's something people need, so I hope to add this feature. It needs a lot of code churn so I haven't had time to make it happen. > Sharon Belliveau > Federal Reserve Board Shawn From falcone at bestpractical.com Tue May 3 11:19:51 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 3 May 2011 11:19:51 -0400 Subject: [rt-users] Is a time zone user preference available? In-Reply-To: References: <20110429030810.GJ1000@jibsheet.com> <20110502154001.GS1000@jibsheet.com> Message-ID: <20110503151951.GY1000@jibsheet.com> > Thanks once again for all of the input, IE is indeed the primary browser > here, but we do have users using Mozilla Firefox 4 as well. I have tried > logging in within FF4, and I get the same errors as I do in IE. I think > that there is some basic link not taking place between IE(FF4) and RT > (RT::Auth*), which is interesting (or rather odd) since as I mentioned > before, I am able to login using LDAP directly (though unable I may be > of passing the SSO check itself). I read on a previous message that > RT::Auth* was now at 0.08_02 (not sure if this is correct)? Perhaps I > should use this version with RT 3.89 and see if this fixes the issue. > > You mentioned mod_auth_kerb, and I actually do have mod_auth_kerb > installed for Apache2, so I'm thinking this could be another likely way > to go (would this work for FF4 as well?). I've also used Likewise Open > to physically join the server to our primary domain controller, but this > has not made much of a difference (yet) - although I am sure that a > separate connector has to probably be setup within Likewise for RT (but > I am at the moment not familiar with this option). As another feasible > option for SSO, would it be better to just use an AD synchronized > OpenLDAP server, using something like a DBI Authentication module? RT::Authen::ExternalAuth does not provide transparent SSO using spnego What you're seeing in the logs is the support for cookie based SSO If you want to tie IE or a kerberized FF to an AD server using windows SSO, you want mod_auth_kerb -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 May 3 11:22:44 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 3 May 2011 11:22:44 -0400 Subject: [rt-users] RT::Extension::SLA In-Reply-To: <4B7062FF-2572-4BB5-A91E-848278174FF5@zitseng.com> References: <4B7062FF-2572-4BB5-A91E-848278174FF5@zitseng.com> Message-ID: <20110503152244.GZ1000@jibsheet.com> On Tue, May 03, 2011 at 10:27:46PM +0800, Zit Seng Lai wrote: > I'm guessing that since RT4 is pretty new, it will probably break > compatibility with some extensions? I'm looking at > RT::Extension::SLA in particular. It seems to need > RT:Condition::Generic which it cannot find, and which I subsequently > found in RT3 only. > > Is there a quick way to determine which extensions will work with > RT4? (e.g. did anyone compile a list...) > > Is there an alternative to RT::Extension::SLA for RT4? You want the version in git until we've had time to do a release of RT::Extension::SLA One of our engineers is working on testing and making minor changes to ensure compatibility. We'll try to get his list published, but we've been working on getting 4.0.0 itself stable. -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 Tue May 3 11:44:39 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 03 May 2011 11:44:39 -0400 Subject: [rt-users] Tools/Report: 4 hours added to time repeatedly In-Reply-To: <4DBEFEDC.3040304@kickflop.net> References: <4DBEFEDC.3040304@kickflop.net> Message-ID: <1304437479.10976.115.camel@kohr-ah> On Mon, 2011-05-02 at 14:58 -0400, Jeff Blaine wrote: > Using security-patched RT 3.8.7 This is fixed in RT 3.8.8. - Alex From alexmv at bestpractical.com Tue May 3 11:52:48 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 03 May 2011 11:52:48 -0400 Subject: [rt-users] Manual for Full-text search In-Reply-To: <5449CCBC692C3F4487D51490BF52A5FE015921D4@WIN03.ad.deltamanagement.se> References: <5449CCBC692C3F4487D51490BF52A5FE015921D4@WIN03.ad.deltamanagement.se> Message-ID: <1304437968.10976.124.camel@kohr-ah> On Mon, 2011-05-02 at 13:52 +0000, Johan Sj?berg wrote: > I am currently evaluating RT4 on our RT test-server. I noticed that > improved fulltext-search is one of the things mentioned in the release > notes, and I can also see some settings regarding FullTextSearch in > RT_Config.pm. > > Is there any documentation on how to setup and use this feature? It > would be very useful to us. We will be shipping much-improved documentation on the full-text searching in RT 4.0.1. There is also a sizable bug which prevents it from working on MySQL in RT 4.0.0, which we hope to resolve quickly enough to also land in RT 4.0.1. > We are using MySQL 5.0 The updated documentation will also make clear that as MySQL does not include built-in full-text search capabilities, we rely on the external Sphinx FTS tool. Unfortunately, the SphinxSE engine which allows us to make FTS queries from within MySQL requires recompiling MySQL. You can find complete instructions on how to do this at http://sphinxsearch.com/docs/2.0.1/sphinxse-installing.html - Alex From lzs at zitseng.com Tue May 3 17:59:30 2011 From: lzs at zitseng.com (Lai Zit Seng) Date: Wed, 4 May 2011 05:59:30 +0800 Subject: [rt-users] RT::Extension::SLA In-Reply-To: <20110503152244.GZ1000@jibsheet.com> References: <4B7062FF-2572-4BB5-A91E-848278174FF5@zitseng.com> <20110503152244.GZ1000@jibsheet.com> Message-ID: Hi Kevin, Thanks for the heads up. It's installed and working now! :) Regards, .lzs On May 3, 2011, at 11:22 PM, Kevin Falcone wrote: > On Tue, May 03, 2011 at 10:27:46PM +0800, Zit Seng Lai wrote: >> I'm guessing that since RT4 is pretty new, it will probably break >> compatibility with some extensions? I'm looking at >> RT::Extension::SLA in particular. It seems to need >> RT:Condition::Generic which it cannot find, and which I subsequently >> found in RT3 only. >> >> Is there a quick way to determine which extensions will work with >> RT4? (e.g. did anyone compile a list...) >> >> Is there an alternative to RT::Extension::SLA for RT4? > > You want the version in git until we've had time to do a release of > RT::Extension::SLA > > One of our engineers is working on testing and making minor changes to > ensure compatibility. We'll try to get his list published, but we've > been working on getting 4.0.0 itself stable. > > -kevin From joosepm at gmail.com Wed May 4 02:21:47 2011 From: joosepm at gmail.com (Joosep) Date: Wed, 4 May 2011 09:21:47 +0300 Subject: [rt-users] Time fields in days Message-ID: Hi list! RT version is 3.8.10 running on postgres 8.3.14 and debian 5.0. I'm trying to set RT to use unit "days" in time fields in addition to minutes and hours. I found similar thread in list archives: http://www.gossamer-threads.com/lists/rt/users/82265 RT version in that thread was 3.8.2. It seems that things are changed a little since then. I have found, that some of necessary code is in the file share/html/Elements/SelectTimeUnits. I have now unit "days" in the right place, but there is no relation between days and hours/minutes. I.e RT doesn't know how much minutes/hours 1 day is. Any idea where i can find that logic? If anybody knows better way to do it, i would be greatful to hear it. Thanks in advance, Joosep -------------- next part -------------- An HTML attachment was scrubbed... URL: From johan.sjoberg at deltamanagement.se Wed May 4 03:37:44 2011 From: johan.sjoberg at deltamanagement.se (=?utf-8?B?Sm9oYW4gU2rDtmJlcmc=?=) Date: Wed, 4 May 2011 07:37:44 +0000 Subject: [rt-users] Manual for Full-text search In-Reply-To: <1304437968.10976.124.camel@kohr-ah> References: <5449CCBC692C3F4487D51490BF52A5FE015921D4@WIN03.ad.deltamanagement.se> <1304437968.10976.124.camel@kohr-ah> Message-ID: <5449CCBC692C3F4487D51490BF52A5FE015946E0@WIN03.ad.deltamanagement.se> Hi. Thank you for your reply. We will probably start looking at migrating from MySQL to Postgres, since it seems like that is much better way to go. Looking forward to the full-text search documentation. /Johan -----Original Message----- From: Alex Vandiver [mailto:alexmv at bestpractical.com] Sent: den 3 maj 2011 17:53 To: Johan Sj?berg Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Manual for Full-text search On Mon, 2011-05-02 at 13:52 +0000, Johan Sj?berg wrote: > I am currently evaluating RT4 on our RT test-server. I noticed that > improved fulltext-search is one of the things mentioned in the release > notes, and I can also see some settings regarding FullTextSearch in > RT_Config.pm. > > Is there any documentation on how to setup and use this feature? It > would be very useful to us. We will be shipping much-improved documentation on the full-text searching in RT 4.0.1. There is also a sizable bug which prevents it from working on MySQL in RT 4.0.0, which we hope to resolve quickly enough to also land in RT 4.0.1. > We are using MySQL 5.0 The updated documentation will also make clear that as MySQL does not include built-in full-text search capabilities, we rely on the external Sphinx FTS tool. Unfortunately, the SphinxSE engine which allows us to make FTS queries from within MySQL requires recompiling MySQL. You can find complete instructions on how to do this at http://sphinxsearch.com/docs/2.0.1/sphinxse-installing.html - Alex From pofish at ucdavis.edu Wed May 4 03:51:24 2011 From: pofish at ucdavis.edu (Patrick Fish) Date: Wed, 4 May 2011 07:51:24 +0000 Subject: [rt-users] Manual for Full-text search In-Reply-To: <5449CCBC692C3F4487D51490BF52A5FE015946E0@WIN03.ad.deltamanagement.se> References: <5449CCBC692C3F4487D51490BF52A5FE015921D4@WIN03.ad.deltamanagement.se> <1304437968.10976.124.camel@kohr-ah> <5449CCBC692C3F4487D51490BF52A5FE015946E0@WIN03.ad.deltamanagement.se> Message-ID: <873ED6C06F16FB488AD515751086ADAA2682A359@MAILBOX2.compmed.ucdavis.edu> I've been debating the same thing...would the procedure shown on the MySQLToPg page on the Wiki still be valid for 4.0.x? Patrick -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Johan Sj?berg Sent: Wednesday, May 04, 2011 12:38 AM To: Alex Vandiver Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Manual for Full-text search Hi. Thank you for your reply. We will probably start looking at migrating from MySQL to Postgres, since it seems like that is much better way to go. Looking forward to the full-text search documentation. /Johan -----Original Message----- From: Alex Vandiver [mailto:alexmv at bestpractical.com] Sent: den 3 maj 2011 17:53 To: Johan Sj?berg Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Manual for Full-text search On Mon, 2011-05-02 at 13:52 +0000, Johan Sj?berg wrote: > I am currently evaluating RT4 on our RT test-server. I noticed that > improved fulltext-search is one of the things mentioned in the release > notes, and I can also see some settings regarding FullTextSearch in > RT_Config.pm. > > Is there any documentation on how to setup and use this feature? It > would be very useful to us. We will be shipping much-improved documentation on the full-text searching in RT 4.0.1. There is also a sizable bug which prevents it from working on MySQL in RT 4.0.0, which we hope to resolve quickly enough to also land in RT 4.0.1. > We are using MySQL 5.0 The updated documentation will also make clear that as MySQL does not include built-in full-text search capabilities, we rely on the external Sphinx FTS tool. Unfortunately, the SphinxSE engine which allows us to make FTS queries from within MySQL requires recompiling MySQL. You can find complete instructions on how to do this at http://sphinxsearch.com/docs/2.0.1/sphinxse-installing.html - Alex From fireskyer at gmx.de Wed May 4 04:00:28 2011 From: fireskyer at gmx.de (john s.) Date: Wed, 4 May 2011 01:00:28 -0700 (PDT) Subject: [rt-users] RT 4.0 with fcgid In-Reply-To: <4DC00B8C.3070708@bestpractical.com> References: <31532665.post@talk.nabble.com> <4DC00B8C.3070708@bestpractical.com> Message-ID: <31539327.post@talk.nabble.com> Thomas Sibley wrote: > > You should read docs/web_deployment.pod. > > Hello Thomas I have read the document. And here is my config: Here is my config: AddDefaultCharset UTF-8 Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ # ServerAdmin webmaster at localhost DocumentRoot "/opt/rt4/share/html/" Order allow,deny Allow from all Options +ExecCGI AddHandler fcgid-script fcgi # Possible values include: debug, info, notice, warn, error, crit, # alert, emerg. LogLevel warn CustomLog /var/log/apache2/access.log combined #RewriteEngine on #RewriteRule ^/rt$ /rt/ #RewriteRule ^/rt/(.*)$ /opt/rt4/share/html/$1 #RewriteCond %{REQUEST_FILENAME} -d #RewriteRule ^(/opt/rt4/share/html.*)/$ $1/index.html #Include /opt/rt4/apache2-modperl2.conf #RedirectMatch ^/$ /rt Now apache gives me error : fb>failed to resolve handler `RT::Mason': Can't locate RT/Mason.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.10.1 /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2) at (eval 9) line 3.\n RT failed to resolve handler `RT::Mason' Whats wrong with my config ? or is an module still missing? best regards john s. -- View this message in context: http://old.nabble.com/RT-4.0-with-fcgid-tp31532665p31539327.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From johan.sjoberg at deltamanagement.se Wed May 4 04:01:58 2011 From: johan.sjoberg at deltamanagement.se (=?utf-8?B?Sm9oYW4gU2rDtmJlcmc=?=) Date: Wed, 4 May 2011 08:01:58 +0000 Subject: [rt-users] Manual for Full-text search In-Reply-To: <873ED6C06F16FB488AD515751086ADAA2682A359@MAILBOX2.compmed.ucdavis.edu> References: <5449CCBC692C3F4487D51490BF52A5FE015921D4@WIN03.ad.deltamanagement.se> <1304437968.10976.124.camel@kohr-ah> <5449CCBC692C3F4487D51490BF52A5FE015946E0@WIN03.ad.deltamanagement.se> <873ED6C06F16FB488AD515751086ADAA2682A359@MAILBOX2.compmed.ucdavis.edu> Message-ID: <5449CCBC692C3F4487D51490BF52A5FE0159479C@WIN03.ad.deltamanagement.se> I wanted to ask the same question, so I know if I should do the migration before or after upgrading to RT 4. There are a lot of different methods on that page, and the simplest ones seem to be just dumping the MySQL database and importing it into Postgres. Is there any general consensus regarding which method is "best", with the biggest chance of getting non-corrupted attachments etc.? /Johan -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Patrick Fish Sent: den 4 maj 2011 09:51 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Manual for Full-text search I've been debating the same thing...would the procedure shown on the MySQLToPg page on the Wiki still be valid for 4.0.x? Patrick -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Johan Sj?berg Sent: Wednesday, May 04, 2011 12:38 AM To: Alex Vandiver Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Manual for Full-text search Hi. Thank you for your reply. We will probably start looking at migrating from MySQL to Postgres, since it seems like that is much better way to go. Looking forward to the full-text search documentation. /Johan -----Original Message----- From: Alex Vandiver [mailto:alexmv at bestpractical.com] Sent: den 3 maj 2011 17:53 To: Johan Sj?berg Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Manual for Full-text search On Mon, 2011-05-02 at 13:52 +0000, Johan Sj?berg wrote: > I am currently evaluating RT4 on our RT test-server. I noticed that > improved fulltext-search is one of the things mentioned in the release > notes, and I can also see some settings regarding FullTextSearch in > RT_Config.pm. > > Is there any documentation on how to setup and use this feature? It > would be very useful to us. We will be shipping much-improved documentation on the full-text searching in RT 4.0.1. There is also a sizable bug which prevents it from working on MySQL in RT 4.0.0, which we hope to resolve quickly enough to also land in RT 4.0.1. > We are using MySQL 5.0 The updated documentation will also make clear that as MySQL does not include built-in full-text search capabilities, we rely on the external Sphinx FTS tool. Unfortunately, the SphinxSE engine which allows us to make FTS queries from within MySQL requires recompiling MySQL. You can find complete instructions on how to do this at http://sphinxsearch.com/docs/2.0.1/sphinxse-installing.html - Alex From elacour at easter-eggs.com Wed May 4 04:47:47 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 4 May 2011 10:47:47 +0200 Subject: [rt-users] Manual for Full-text search In-Reply-To: <5449CCBC692C3F4487D51490BF52A5FE0159479C@WIN03.ad.deltamanagement.se> References: <5449CCBC692C3F4487D51490BF52A5FE015921D4@WIN03.ad.deltamanagement.se> <1304437968.10976.124.camel@kohr-ah> <5449CCBC692C3F4487D51490BF52A5FE015946E0@WIN03.ad.deltamanagement.se> <873ED6C06F16FB488AD515751086ADAA2682A359@MAILBOX2.compmed.ucdavis.edu> <5449CCBC692C3F4487D51490BF52A5FE0159479C@WIN03.ad.deltamanagement.se> Message-ID: <20110504084747.GC3521@easter-eggs.com> On Wed, May 04, 2011 at 08:01:58AM +0000, Johan Sj?berg wrote: > I wanted to ask the same question, so I know if I should do the > migration before or after upgrading to RT 4. > There are a lot of different methods on that page, and the simplest > ones seem to be just dumping the MySQL database and importing it into > Postgres. Is there any general consensus regarding which method is > "best", with the biggest chance of getting non-corrupted attachments > etc.? > I had success to do this using a script that select in source DB and insert in the destination DB (with a schema without datas). Test: Oracle->Pg, MySQL -> Pg to my knowledge and experience, this is the best way to do this. You can do this either: - 4.0 schema and datas -> 4.0 schema - 3.8 schema and datas -> 3.8 schema -> run 3.8->4.0 upgrades scripts From johan.sjoberg at deltamanagement.se Wed May 4 05:02:28 2011 From: johan.sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=) Date: Wed, 4 May 2011 09:02:28 +0000 Subject: [rt-users] Manual for Full-text search In-Reply-To: <20110504084747.GC3521@easter-eggs.com> References: <5449CCBC692C3F4487D51490BF52A5FE015921D4@WIN03.ad.deltamanagement.se> <1304437968.10976.124.camel@kohr-ah> <5449CCBC692C3F4487D51490BF52A5FE015946E0@WIN03.ad.deltamanagement.se> <873ED6C06F16FB488AD515751086ADAA2682A359@MAILBOX2.compmed.ucdavis.edu> <5449CCBC692C3F4487D51490BF52A5FE0159479C@WIN03.ad.deltamanagement.se> <20110504084747.GC3521@easter-eggs.com> Message-ID: <5449CCBC692C3F4487D51490BF52A5FE0159484D@WIN03.ad.deltamanagement.se> Hi. This sounds great. Is this script one of the methods at http://requesttracker.wikia.com/wiki/MySQLToPg ? /Johan -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour Sent: den 4 maj 2011 10:48 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Manual for Full-text search On Wed, May 04, 2011 at 08:01:58AM +0000, Johan Sj?berg wrote: > I wanted to ask the same question, so I know if I should do the > migration before or after upgrading to RT 4. > There are a lot of different methods on that page, and the simplest > ones seem to be just dumping the MySQL database and importing it into > Postgres. Is there any general consensus regarding which method is > "best", with the biggest chance of getting non-corrupted attachments > etc.? > I had success to do this using a script that select in source DB and insert in the destination DB (with a schema without datas). Test: Oracle->Pg, MySQL -> Pg to my knowledge and experience, this is the best way to do this. You can do this either: - 4.0 schema and datas -> 4.0 schema - 3.8 schema and datas -> 3.8 schema -> run 3.8->4.0 upgrades scripts From elacour at easter-eggs.com Wed May 4 05:11:03 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 4 May 2011 11:11:03 +0200 Subject: [rt-users] Manual for Full-text search In-Reply-To: <5449CCBC692C3F4487D51490BF52A5FE0159484D@WIN03.ad.deltamanagement.se> References: <5449CCBC692C3F4487D51490BF52A5FE015921D4@WIN03.ad.deltamanagement.se> <1304437968.10976.124.camel@kohr-ah> <5449CCBC692C3F4487D51490BF52A5FE015946E0@WIN03.ad.deltamanagement.se> <873ED6C06F16FB488AD515751086ADAA2682A359@MAILBOX2.compmed.ucdavis.edu> <5449CCBC692C3F4487D51490BF52A5FE0159479C@WIN03.ad.deltamanagement.se> <20110504084747.GC3521@easter-eggs.com> <5449CCBC692C3F4487D51490BF52A5FE0159484D@WIN03.ad.deltamanagement.se> Message-ID: <20110504091103.GE3521@easter-eggs.com> On Wed, May 04, 2011 at 09:02:28AM +0000, Johan Sj?berg wrote: > Hi. > > This sounds great. Is this script one of the methods at http://requesttracker.wikia.com/wiki/MySQLToPg ? > I used a script inspired from AndreSachs one (slightly modified because I had MySQL encoding changes to handle at the same time). From l.reimann at metaways.de Wed May 4 06:43:24 2011 From: l.reimann at metaways.de (Lars Reimann) Date: Wed, 04 May 2011 12:43:24 +0200 Subject: [rt-users] Reuse RT System Saved Searches for all users In-Reply-To: <20110504091103.GE3521@easter-eggs.com> References: <5449CCBC692C3F4487D51490BF52A5FE015921D4@WIN03.ad.deltamanagement.se> <1304437968.10976.124.camel@kohr-ah> <5449CCBC692C3F4487D51490BF52A5FE015946E0@WIN03.ad.deltamanagement.se> <873ED6C06F16FB488AD515751086ADAA2682A359@MAILBOX2.compmed.ucdavis.edu> <5449CCBC692C3F4487D51490BF52A5FE0159479C@WIN03.ad.deltamanagement.se> <20110504084747.GC3521@easter-eggs.com> <5449CCBC692C3F4487D51490BF52A5FE0159484D@WIN03.ad.deltamanagement.se> <20110504091103.GE3521@easter-eggs.com> Message-ID: <4DC12DCC.3090200@metaways.de> Hi, we stored a saved search (Tickets) in "RT System's saved searches" with the intention to make the search visible to all users. However, normal users cannot even see saved searches. We do require users to load them only and i gave the showsavedsearch and loadsavedsearch to every one. It is not clear to me which access rights are needed to enable users to see those system searches. If this is not possible via "RT System's saved searches", how do I make searches available to all users? Otherwise every user has to save his/her own identical query which is impractical and most of our users do not want to understand detailed search semantics. greetings, l.r. From fireskyer at gmx.de Wed May 4 07:18:40 2011 From: fireskyer at gmx.de (john s.) Date: Wed, 4 May 2011 04:18:40 -0700 (PDT) Subject: [rt-users] RT 4.0 with fcgid In-Reply-To: <31539327.post@talk.nabble.com> References: <31532665.post@talk.nabble.com> <4DC00B8C.3070708@bestpractical.com> <31539327.post@talk.nabble.com> Message-ID: <31540753.post@talk.nabble.com> Okay now my system works ... but i think it more slowly than the normal modperl solution My apache error.log says the following: mod_deflate.c(615): [client 192.168.112.1] Zlib: Compressed 0 to 2 : URL /NoAuth/Login.html, referer: http://192.168.112.26/ [Wed May 04 13:16:55 2011] [debug] mod_deflate.c(615): [client 192.168.112.1] Zlib: Compressed 23402 to 4577 : URL /, referer: http://192.168.112.26 is that a normal behaviour? and is there any way to make an performance test? best regards john s. -- View this message in context: http://old.nabble.com/RT-4.0-with-fcgid-tp31532665p31540753.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Raed.El-Hames at daisygroupplc.com Wed May 4 09:04:14 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Wed, 4 May 2011 13:04:14 +0000 Subject: [rt-users] Reuse RT System Saved Searches for all users In-Reply-To: <4DC12DCC.3090200@metaways.de> References: <5449CCBC692C3F4487D51490BF52A5FE015921D4@WIN03.ad.deltamanagement.se> <1304437968.10976.124.camel@kohr-ah> <5449CCBC692C3F4487D51490BF52A5FE015946E0@WIN03.ad.deltamanagement.se> <873ED6C06F16FB488AD515751086ADAA2682A359@MAILBOX2.compmed.ucdavis.edu> <5449CCBC692C3F4487D51490BF52A5FE0159479C@WIN03.ad.deltamanagement.se> <20110504084747.GC3521@easter-eggs.com> <5449CCBC692C3F4487D51490BF52A5FE0159484D@WIN03.ad.deltamanagement.se> <20110504091103.GE3521@easter-eggs.com> <4DC12DCC.3090200@metaways.de> Message-ID: <892593C9CA8E25458C440A63DDC6774D014920CD@DG-HEXMBX02.daisy.group> Lars: > we stored a saved search (Tickets) in "RT System's saved searches" with > the intention to make the search visible to all users. "RT System Saved Searches" are only available to SuperUsers, these are the searches you include as default in home page etc etc. I think for your purposes and if its possible for you (pending number of users etc), I would suggest you create a new generic group and add all your users as members, then make your search as the new group search. Over here I have few generic groups, AllStaff which include all our staff, AllCustomers include our customers groups And 3rdParty which include suppliers groups etc, having these generic groups make my life much easier when applying permissions / dashboards and saved searches etc. Regards; Roy > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Lars Reimann > Sent: 04 May 2011 11:43 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Reuse RT System Saved Searches for all users > > Hi, > > we stored a saved search (Tickets) in "RT System's saved searches" with > the intention to make the search visible to all users. > > However, > > normal users cannot even see saved searches. We do require users to load > them only and i gave the showsavedsearch and loadsavedsearch to every one. > > It is not clear to me which access rights are needed to enable users to > see those system searches. > > If this is not possible via "RT System's saved searches", how do I make > searches available to all users? > Otherwise every user has to save his/her own identical query which is > impractical and most of our users do not want to understand detailed > search semantics. > > greetings, > l.r. From trs at bestpractical.com Wed May 4 10:25:01 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 04 May 2011 10:25:01 -0400 Subject: [rt-users] RT 4.0 with fcgid In-Reply-To: <31540753.post@talk.nabble.com> References: <31532665.post@talk.nabble.com> <4DC00B8C.3070708@bestpractical.com> <31539327.post@talk.nabble.com> <31540753.post@talk.nabble.com> Message-ID: <4DC161BD.2060502@bestpractical.com> On 05/04/2011 07:18 AM, john s. wrote: > Okay now my system works ... but i think it more slowly than the normal > modperl solution Posting what was wrong with your configuration would be helpful for future mailing list searches. > My apache error.log says the following: > > mod_deflate.c(615): [client 192.168.112.1] Zlib: Compressed 0 to 2 : URL > /NoAuth/Login.html, referer: http://192.168.112.26/ > [Wed May 04 13:16:55 2011] [debug] mod_deflate.c(615): [client > 192.168.112.1] Zlib: Compressed 23402 to 4577 : URL /, referer: > http://192.168.112.26 > > is that a normal behaviour? As the messages indicate, you have mod_deflate turned on in Apache. mod_default is not part of RT, and those messages don't come from RT. > and is there any way to make an performance test? There are lots of third party tools to benchmark websites, but you provide no details of what seems slower, so I can't recommend anything. From lb at mpexnet.de Wed May 4 11:00:47 2011 From: lb at mpexnet.de (Lars Braeuer) Date: Wed, 04 May 2011 17:00:47 +0200 Subject: [rt-users] Searching for AdminCc Message-ID: <4DC16A1F.9000307@mpexnet.de> Hello, first of all, thanks for this great piece of software. We are using RT for quite a while now. We are currently testing RT 4.0.0 and were wondering, if there is a work around for what we are doing, without actually having to modify the code. We have a saved search that allows us to display all tickets on the dashboard, that are not owned by the user running the search, but all tickets that a user is AdminCc on. In order to achieve this, I changed the code to use __CurrentUserEmail__ in the search: --- lib/RT/Tickets_SQL.pm.orig 2011-05-02 21:47:49.000000000 +0200 +++ lib/RT/Tickets_SQL.pm 2011-05-04 16:15:00.000000000 +0200 @@ -202,6 +202,8 @@ # replace __CurrentUser__ with id $value = $self->CurrentUser->id if $value eq '__CurrentUser__'; + # replace __CurrentUserEmail__ with EmailAddress + $value = $self->CurrentUser->EmailAddress if $value eq '__CurrentUserEmail__'; unless( $dispatch{ $class } ) { die "No dispatch method for class '$class'" The query of the saved search is: Owner != 'Nobody' AND Status != 'resolved' AND Status != 'rejected' AND Status != 'stalled' AND Owner != '__CurrentUser__' AND AdminCc.EmailAddress LIKE '__CurrentUserEmail__' This is working fine for us, but it's really annoying to carry on the change through all releases. Is there another easy way to achieve what we are trying to do, or could you consider to add this patch upstream? Best regards, Lars Br?uer From trs at bestpractical.com Wed May 4 12:05:29 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 04 May 2011 12:05:29 -0400 Subject: [rt-users] Searching for AdminCc In-Reply-To: <4DC16A1F.9000307@mpexnet.de> References: <4DC16A1F.9000307@mpexnet.de> Message-ID: <4DC17949.7000803@bestpractical.com> On 05/04/2011 11:00 AM, Lars Braeuer wrote: > The query of the saved search is: > Owner != 'Nobody' AND Status != 'resolved' AND Status != 'rejected' AND Status != 'stalled' AND > Owner != '__CurrentUser__' AND AdminCc.EmailAddress LIKE '__CurrentUserEmail__' > > This is working fine for us, but it's really annoying to carry on the change through all releases. > > Is there another easy way to achieve what we are trying to do, or could you consider to add this > patch upstream? Your change isn't necessary. Just use AdminCc.id = '__CurrentUser__' instead (that's been supported for a long time). Thomas From lb at mpexnet.de Wed May 4 12:21:05 2011 From: lb at mpexnet.de (Lars Braeuer) Date: Wed, 04 May 2011 18:21:05 +0200 Subject: [rt-users] Searching for AdminCc In-Reply-To: <4DC17949.7000803@bestpractical.com> References: <4DC16A1F.9000307@mpexnet.de> <4DC17949.7000803@bestpractical.com> Message-ID: <4DC17CF1.4080203@mpexnet.de> Hi Thomas, thanks a lot. That's it and it's so obvious, I should have stumbled accross it when setting up the query. Thanks again. Lars Am 04.05.2011 18:05, schrieb Thomas Sibley: > On 05/04/2011 11:00 AM, Lars Braeuer wrote: >> The query of the saved search is: >> Owner != 'Nobody' AND Status != 'resolved' AND Status != 'rejected' AND Status != 'stalled' AND >> Owner != '__CurrentUser__' AND AdminCc.EmailAddress LIKE '__CurrentUserEmail__' >> >> This is working fine for us, but it's really annoying to carry on the change through all releases. >> >> Is there another easy way to achieve what we are trying to do, or could you consider to add this >> patch upstream? > > Your change isn't necessary. Just use AdminCc.id = '__CurrentUser__' > instead (that's been supported for a long time). > > Thomas > From sgala at sgala.com Wed May 4 12:37:01 2011 From: sgala at sgala.com (Matteo Sgalaberni) Date: Wed, 4 May 2011 18:37:01 +0200 Subject: [rt-users] Messages to AdminCCs , as Cc not Bcc In-Reply-To: <20110429140052.GL1000@jibsheet.com> References: <20110429140052.GL1000@jibsheet.com> Message-ID: <20110504163701.GP6809@sgala.com> On Fri, Apr 29, 2011 at 10:00:52AM -0400, Kevin Falcone wrote: > On Thu, Apr 28, 2011 at 03:36:27PM +0100, Brahim Sakka wrote: > > Hello list, > > I've got a couple of AdminCCs in my Queue. They are getting emails as Bcc ; but I want them to > > be emailed as Cc. Is there a way to do that in RT? > > Thank you in advance, and sorry if I'm missing something obvious here > > That would require customizations to the Notify action since it always > treats AdminCcs as Bccs (this allows you to notify AdminCcs along with > other Watchers while keeping the AdminCcs invisible) Hi Kevin, seems that this question is recurring in this mailing list. I'm still searching a way to do this. I read in this ml that someone suggested to hack the sourcecode... but your last solution sound better and clean... Can you write/explain what should be inserted in the action to perform this? Thanks, Matteo From kfcrocker at lbl.gov Wed May 4 12:38:59 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 4 May 2011 09:38:59 -0700 Subject: [rt-users] Time fields in days In-Reply-To: References: Message-ID: Joosep, I did that. However, I wanted to maintain the concept of 'hours', so I changed the DataBase to contain all time fields with 3 decimal positions (.125 = 1 hour). I changed all the displays, etc. to show that. Kenn LBNL On Tue, May 3, 2011 at 11:21 PM, Joosep wrote: > Hi list! > > RT version is 3.8.10 running on postgres 8.3.14 and debian 5.0. > > I'm trying to set RT to use unit "days" in time fields in addition to > minutes and hours. > I found similar thread in list archives: > http://www.gossamer-threads.com/lists/rt/users/82265 > > RT version in that thread was 3.8.2. It seems that things are changed a > little since then. > I have found, that some of necessary code is in the file > share/html/Elements/SelectTimeUnits. > I have now unit "days" in the right place, but there is no relation between > days and hours/minutes. I.e RT doesn't know how much minutes/hours 1 day is. > Any idea where i can find that logic? > If anybody knows better way to do it, i would be greatful to hear it. > > Thanks in advance, > Joosep > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed May 4 12:42:00 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 4 May 2011 12:42:00 -0400 Subject: [rt-users] Messages to AdminCCs , as Cc not Bcc In-Reply-To: <20110504163701.GP6809@sgala.com> References: <20110429140052.GL1000@jibsheet.com> <20110504163701.GP6809@sgala.com> Message-ID: <20110504164200.GA1000@jibsheet.com> On Wed, May 04, 2011 at 06:37:01PM +0200, Matteo Sgalaberni wrote: > On Fri, Apr 29, 2011 at 10:00:52AM -0400, Kevin Falcone wrote: > > On Thu, Apr 28, 2011 at 03:36:27PM +0100, Brahim Sakka wrote: > > > Hello list, > > > I've got a couple of AdminCCs in my Queue. They are getting emails as Bcc ; but I want them to > > > be emailed as Cc. Is there a way to do that in RT? > > > Thank you in advance, and sorry if I'm missing something obvious here > > > > That would require customizations to the Notify action since it always > > treats AdminCcs as Bccs (this allows you to notify AdminCcs along with > > other Watchers while keeping the AdminCcs invisible) > Hi Kevin, seems that this question is recurring in this mailing list. > I'm still searching a way to do this. I read in this ml that someone > suggested to hack the sourcecode... but your last solution sound > better and clean... Can you write/explain what should be inserted in the > action to perform this? Modifying Notify is changing the source code. The best way might be to make a new Action based on Notify with your modifications as a local customization -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From eguzman at cvimellesgriot.com Wed May 4 12:44:49 2011 From: eguzman at cvimellesgriot.com (Eli Guzman) Date: Wed, 4 May 2011 10:44:49 -0600 Subject: [rt-users] Is a time zone user preference available? In-Reply-To: <13417_1304433100_4DC011C9_13417_22_4_OF921CE07F.C783B59C-ONC1257885.004ECBC7-C1257885.004F2E09@sagemcom.com> References: <13417_1304433100_4DC011C9_13417_22_4_OF921CE07F.C783B59C-ONC1257885.004ECBC7-C1257885.004F2E09@sagemcom.com> Message-ID: Thanks for the information Rapha?l. I am using 0.8_01, but I am having some issues getting FF4 to work properly with it (as far as SSO is concerned). I may just wait for the next release of RT::Authen:ExternalAuth, and see if this fixes the issue. Thanks once more for your reply :). Regards, --Eli ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rapha?l MOUNEYRES Sent: Tuesday, May 03, 2011 8:25 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Is a time zone user preference available? In fact it does work with FF4, even if the same "SSO Failed and no user to test with. Nexting" message appears in my logs... i'm just living with it my version of RT::Authen:ExternalAuth is 0.08 running on a Mandriva 2010 i have not tested with later versions of authen plugin (maybe i should) Rapha?l "Eli Guzman" 02/05/2011 20:06 A Rapha?l MOUNEYRES , cc Objet RE: [rt-users] Is a time zone user preference available? Thanks for the information Rapha?l. I have tried SSO with Firefox 4 as well, and the LDAP authentication piece works but I have been unable to get the SSO piece working properly. Same error gets generated in FF4 as it does in IE8: [Mon May 2 16:16:37 2011] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-uthen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Mon May 2 16:16:37 2011] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authn-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Mon May 2 16:16:37 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugns/RT-Authen-ExternalAuth/html/Elements/DoAuth:26) I am running 3.8.9 rather than 3.8.8, so that may be the key difference (besides being on RHEL 5.6). If you don't mind me asking what version of RT::Authen:ExternalAuth are you currently running (and on what server platform)? Not sure if you are on an earlier/later version, but if you are on a later version this may be useful information, as I may just need to upgrade it. Thanks, Eli ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rapha?l MOUNEYRES Sent: Monday, May 02, 2011 1:31 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Is a time zone user preference available? Hi, >Just to recap: LDAP authentication works, the SSO piece (the automatic >logon into the interface) fails. on my RT 3.8.8, the only Way to have SSO working is to use firefox (wich writes the cookie corerctly) I've not been able to have Internet Explorer write the cookie, so i'm using firefox 4.0. 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." # From eguzman at cvimellesgriot.com Wed May 4 12:47:26 2011 From: eguzman at cvimellesgriot.com (Eli Guzman) Date: Wed, 4 May 2011 10:47:26 -0600 Subject: [rt-users] Is a time zone user preference available? In-Reply-To: <20110503151951.GY1000@jibsheet.com> References: <20110429030810.GJ1000@jibsheet.com><20110502154001.GS1000@jibsheet.com> <20110503151951.GY1000@jibsheet.com> Message-ID: ----Original Message---- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, May 03, 2011 9:20 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Is a time zone user preference available? >> Thanks once again for all of the input, IE is indeed the primary >> browser here, but we do have users using Mozilla Firefox 4 as well. I >> have tried logging in within FF4, and I get the same errors as I do >> in >> IE. I think that there is some basic link not taking place between >> IE(FF4) and RT (RT::Auth*), which is interesting (or rather odd) >> since >> as I mentioned before, I am able to login using LDAP directly (though >> unable I may be of passing the SSO check itself). I read on a >> previous >> message that >> RT::Auth* was now at 0.08_02 (not sure if this is correct)? Perhaps I >> should use this version with RT 3.89 and see if this fixes the issue. >> >> You mentioned mod_auth_kerb, and I actually do have mod_auth_kerb >> installed for Apache2, so I'm thinking this could be another likely >> way to go (would this work for FF4 as well?). I've also used Likewise >> Open to physically join the server to our primary domain controller, >> but this has not made much of a difference (yet) - although I am sure >> that a separate connector has to probably be setup within Likewise >> for >> RT (but I am at the moment not familiar with this option). As another >> feasible option for SSO, would it be better to just use an AD >> synchronized OpenLDAP server, using something like a DBI >> Authentication module? > > RT::Authen::ExternalAuth does not provide transparent SSO using > spnego What you're seeing in the logs is the support for cookie based > SSO > > If you want to tie IE or a kerberized FF to an AD server using > windows SSO, you want mod_auth_kerb > > -kevin Thanks for the reply Kevin, I am looking at configuring mod-auth-kerb. Should I yield any positive results, I'll make sure to post a follow up to the list. --Eli From kfcrocker at lbl.gov Wed May 4 12:47:50 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 4 May 2011 09:47:50 -0700 Subject: [rt-users] Reuse RT System Saved Searches for all users In-Reply-To: <4DC12DCC.3090200@metaways.de> References: <5449CCBC692C3F4487D51490BF52A5FE015921D4@WIN03.ad.deltamanagement.se> <1304437968.10976.124.camel@kohr-ah> <5449CCBC692C3F4487D51490BF52A5FE015946E0@WIN03.ad.deltamanagement.se> <873ED6C06F16FB488AD515751086ADAA2682A359@MAILBOX2.compmed.ucdavis.edu> <5449CCBC692C3F4487D51490BF52A5FE0159479C@WIN03.ad.deltamanagement.se> <20110504084747.GC3521@easter-eggs.com> <5449CCBC692C3F4487D51490BF52A5FE0159484D@WIN03.ad.deltamanagement.se> <20110504091103.GE3521@easter-eggs.com> <4DC12DCC.3090200@metaways.de> Message-ID: Lars, All searches are saved based on two things; personal and group membership. Therefore, I give all the search rights (See, Create, Load, etc.) to all privileged users, GLOBALLY. Reason, you can only see a search that either you own or for a group you are a member of. Granting those search rights globally does NOT give anyone the right to see some search they shouldn't. That is always dependant on the groups you are a member of. This saves a LOT of time when setting up.maintaining rights. As Raed explained, simply create a group with all the user you want to see a set of searches and put the users in that group. Kenn LBNL On Wed, May 4, 2011 at 3:43 AM, Lars Reimann wrote: > Hi, > > we stored a saved search (Tickets) in "RT System's saved searches" with the > intention to make the search visible to all users. > > However, > > normal users cannot even see saved searches. We do require users to load > them only and i gave the showsavedsearch and loadsavedsearch to every one. > > It is not clear to me which access rights are needed to enable users to see > those system searches. > > If this is not possible via "RT System's saved searches", how do I make > searches available to all users? > Otherwise every user has to save his/her own identical query which is > impractical and most of our users do not want to understand detailed search > semantics. > > greetings, > l.r. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From lb at mpexnet.de Wed May 4 13:00:04 2011 From: lb at mpexnet.de (Lars Braeuer) Date: Wed, 04 May 2011 19:00:04 +0200 Subject: [rt-users] Change FriendlyFromLineFormat to include name of responder instead of queue name Message-ID: <4DC18614.7070109@mpexnet.de> Hello, here's another fix we implemented, in order to change the friendly from line format. I'd be interessted, if there is a better solution for that? In RT_SiteConfig.pm we have: Set($FriendlyFromLineFormat , "\"My Company %s\" <%s>"); When sending a mail from queue "Incidents" this results in the from line: '"My Company Incidents" ' Instead of the queue name we would like to replace the first %s with the name of the person answering the request, resulting in '"My Company John Doe" '. Until now we are using another patch for that: --- lib/RT/Action/Autoreply.pm.orig 2011-05-02 21:47:49.000000000 +0200 +++ lib/RT/Action/Autoreply.pm 2011-05-04 17:08:48.000000000 +0200 @@ -97,7 +97,7 @@ my $friendly_name; if (RT->Config->Get('UseFriendlyFromLine')) { - $friendly_name = $self->TicketObj->QueueObj->Description || + $friendly_name = $self->TransactionObj->CreatorObj->RealName || $self->TicketObj->QueueObj->Name; } Is there an easier way to achieve this without patching the code? If not, could you introduce a new variable like $FriendlyFromLineName to enable user to pick which variable to use out of a few selected ones? Best regards, Lars From sgala at sgala.com Wed May 4 13:39:59 2011 From: sgala at sgala.com (Matteo Sgalaberni) Date: Wed, 4 May 2011 19:39:59 +0200 Subject: [rt-users] Messages to AdminCCs , as Cc not Bcc In-Reply-To: <20110504164200.GA1000@jibsheet.com> References: <20110429140052.GL1000@jibsheet.com> <20110504163701.GP6809@sgala.com> <20110504164200.GA1000@jibsheet.com> Message-ID: <20110504173959.GR6809@sgala.com> On Wed, May 04, 2011 at 12:42:00PM -0400, Kevin Falcone wrote: > > Modifying Notify is changing the source code. > The best way might be to make a new Action based on Notify with your > modifications as a local customization No one in the list have implemented this or suggest what to do in some official way? Can be that peoples that are asking this (like me) have misunderstood the meaning of the AdminCC notification? For example: if I have an RT opened that explain a customer problem: Requestor: customer Cc: customercollegue AdminCc: internal peoples that are involved in the resolution of the RT and need to be informed about all phases of the RT When someone add a comment, every internal people should like to receive the notification and see all the destination of that notification...no? Does I misunderstood something? Thanks! Matteo From falcone at bestpractical.com Wed May 4 14:02:17 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 4 May 2011 14:02:17 -0400 Subject: [rt-users] Messages to AdminCCs , as Cc not Bcc In-Reply-To: <20110504173959.GR6809@sgala.com> References: <20110429140052.GL1000@jibsheet.com> <20110504163701.GP6809@sgala.com> <20110504164200.GA1000@jibsheet.com> <20110504173959.GR6809@sgala.com> Message-ID: <20110504180217.GB1000@jibsheet.com> On Wed, May 04, 2011 at 07:39:59PM +0200, Matteo Sgalaberni wrote: > On Wed, May 04, 2011 at 12:42:00PM -0400, Kevin Falcone wrote: > > > > Modifying Notify is changing the source code. > > The best way might be to make a new Action based on Notify with your > > modifications as a local customization > No one in the list have implemented this or suggest what to do in some > official way? > > Can be that peoples that are asking this (like me) have misunderstood > the meaning of the AdminCC notification? I believe your original question was how to make AdminCc a CC not a Bcc > Requestor: customer > Cc: customercollegue > AdminCc: internal peoples that are involved in the resolution of the RT and need to be informed about all phases of the RT > > When someone add a comment, every internal people should like to receive > the notification and see all the destination of that notification...no? This is different from that, you can use the existing Notify Owner, Requestors, Ccs and AdminCcs action and the email will go to everyone at once. If you want to skip the Owner, you'd need to add another Action to RT that only does Requestors Ccs and AdminCcs which is a simple matter of initialdata. Please note that this prevents you from having a different Template for AdminCcs and for end users, which is why RT splits those into two separate notifications by default In general, I wouldn't want Requestors/Ccs to see me (as an AdminCc) on a ticket email, since they'll either hit Reply-All and then I get mail from them AND from RT or they reply directly to me, taking RT out of the loop. This is why AdminCcs are Bcc'ed -kevin -------------- 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 May 4 15:27:53 2011 From: dario at astro.as.utexas.edu (Dario Landazuri) Date: Wed, 04 May 2011 14:27:53 -0500 Subject: [rt-users] HTTP/HTTPS bug in 4.0? Message-ID: <4DC1A8B9.6010307@astro.as.utexas.edu> Greetings, We are running an RT instance under https only. I just noticed a small issue - when you're looking at a ticket, the links for a requestor's other tickets are non-https (http://...). On our system, that leads to a 404. Other links in the ticket (creating links, last ticket transaction, etc) all properly go to https://... 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 alexmv at bestpractical.com Wed May 4 15:49:19 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 04 May 2011 15:49:19 -0400 Subject: [rt-users] HTTP/HTTPS bug in 4.0? In-Reply-To: <4DC1A8B9.6010307@astro.as.utexas.edu> References: <4DC1A8B9.6010307@astro.as.utexas.edu> Message-ID: <1304538559.10976.1482.camel@kohr-ah> On Wed, 2011-05-04 at 14:27 -0500, Dario Landazuri wrote: > We are running an RT instance under https only. I just noticed a small > issue - when you're looking at a ticket, the links for a requestor's > other tickets are non-https (http://...). On our system, that leads to > a 404. Other links in the ticket (creating links, last ticket > transaction, etc) all properly go to https://... This does look to be a bug; I'll bounce your mail into the issues.bestpractical.com to track it. - Alex From stoned.elipot at gmail.com Wed May 4 17:06:35 2011 From: stoned.elipot at gmail.com (Stoned Elipot) Date: Wed, 4 May 2011 23:06:35 +0200 Subject: [rt-users] HTTP/HTTPS bug in 4.0? In-Reply-To: <1304538559.10976.1482.camel@kohr-ah> References: <4DC1A8B9.6010307@astro.as.utexas.edu> <1304538559.10976.1482.camel@kohr-ah> Message-ID: Hi, On Wed, May 4, 2011 at 9:49 PM, Alex Vandiver wrote: > On Wed, 2011-05-04 at 14:27 -0500, Dario Landazuri wrote: >> We are running an RT instance under https only. ?I just noticed a small >> issue - when you're looking at a ticket, the links for a requestor's >> other tickets are non-https (http://...). ?On our system, that leads to >> a 404. ?Other links in the ticket (creating links, last ticket >> transaction, etc) all properly go to https://... > > This does look to be a bug; I'll bounce your mail into the > issues.bestpractical.com to track it. > ?- Alex Playing around with a 4.0.0 test clone of a 3.8.10 RT instance I noticed the same thing, both for the requestor's other tickets links and for the related tickets links. Then I noticed that the 3.8.10 instance also exhibits the same behaviour, only it was masqueraded by the web server doing HTTP to HTTPS redirection :-} Cheers, Stoned. From lb at mpexnet.de Wed May 4 17:56:35 2011 From: lb at mpexnet.de (Lars Braeuer) Date: Wed, 04 May 2011 23:56:35 +0200 Subject: [rt-users] HTTP/HTTPS bug in 4.0? In-Reply-To: References: <4DC1A8B9.6010307@astro.as.utexas.edu> <1304538559.10976.1482.camel@kohr-ah> Message-ID: <4DC1CB93.3090202@mpexnet.de> Hi, are you talking about the "More about the requestors" section when viewing a ticket? Our RT 4.0.0 test instance runs on https, but all the links (i.e. 10 most important active tickets) are https, just as expected. Lars Am 04.05.2011 23:06, schrieb Stoned Elipot: > Hi, > > On Wed, May 4, 2011 at 9:49 PM, Alex Vandiver wrote: >> On Wed, 2011-05-04 at 14:27 -0500, Dario Landazuri wrote: >>> We are running an RT instance under https only. I just noticed a small >>> issue - when you're looking at a ticket, the links for a requestor's >>> other tickets are non-https (http://...). On our system, that leads to >>> a 404. Other links in the ticket (creating links, last ticket >>> transaction, etc) all properly go to https://... >> >> This does look to be a bug; I'll bounce your mail into the >> issues.bestpractical.com to track it. >> - Alex > > Playing around with a 4.0.0 test clone of a 3.8.10 RT instance I noticed > the same thing, both for the requestor's other tickets links and for > the related tickets links. > Then I noticed that the 3.8.10 instance also exhibits the same > behaviour, only it was > masqueraded by the web server doing HTTP to HTTPS redirection :-} > > Cheers, Stoned. > From uce_mike at yahoo.com Wed May 4 18:04:49 2011 From: uce_mike at yahoo.com (Mike W) Date: Wed, 04 May 2011 17:04:49 -0500 Subject: [rt-users] rt-shredder issues Message-ID: <4DC1CD81.5010202@yahoo.com> Since upgrading to 3.8.10 I've been having a problem with rt-shredder. It claims "Tickets" plugin doesn't exist but when you run help for it it shows it in the list. ../sbin/rt-shredder --plugin help-Tickets Couldn't find plugin 'Tickets' Plugins list: Objects Users Attachments Summary Tickets SQLDump ----------------------------------- This is the full command I normally run: ../sbin/rt-shredder --force --plugin 'Tickets=query,Status="deleted" AND LastUpdated < "14 days ago";limit,1000000' when I run list is shows this: ../sbin/rt-shredder --plugin list Plugins list: Objects Users Attachments Summary Tickets SQLDump Which seems odd because "Tickets" does infact exist. Any thoughts? -- Mike Wilson From yan at seiner.com Wed May 4 18:48:57 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 4 May 2011 15:48:57 -0700 (PDT) Subject: [rt-users] Linking to RT from MS Excel Message-ID: <88306150c2ec4ae7cdde66e689aef1bc.squirrel@mail.seiner.com> I'm trying to set up a link from a MS Excel spreadsheet to an RT ticket. I've tried the "hyperlink" function and also a directl link; no matter what I do RT only goes to the home page. Hyperlinking directly to a ticket seems to work otherwise. Is there something particular about excel that makes it break? Does anyone know where to look? -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln From yan at seiner.com Wed May 4 19:10:42 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 4 May 2011 16:10:42 -0700 (PDT) Subject: [rt-users] Linking to RT from MS Excel In-Reply-To: <88306150c2ec4ae7cdde66e689aef1bc.squirrel@mail.seiner.com> References: <88306150c2ec4ae7cdde66e689aef1bc.squirrel@mail.seiner.com> Message-ID: On Wed, May 4, 2011 3:48 pm, Yan Seiner wrote: > > I'm trying to set up a link from a MS Excel spreadsheet to an RT ticket. > I've tried the "hyperlink" function and also a directl link; no matter > what I do RT only goes to the home page. > > Hyperlinking directly to a ticket seems to work otherwise. Is there > something particular about excel that makes it break? Does anyone know > where to look? Here's the apache logs of the exchange: 140.211.84.66 - - [04/May/2011:16:06:26 -0700] "GET /Ticket/Display.html?id=9 HTTP/1.1" 302 439 "-" "Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 6.1; Trident/5.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; MDDS; .NET4.0C; InfoPath.2)" 140.211.84.66 - - [04/May/2011:16:06:28 -0700] "GET /NoAuth/Login.html?next=e7071bf98bd712fceaa850abf5cc00e6 HTTP/1.1" 200 5559 "-" "Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 6.1; Trident/5.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; MDDS; .NET4.0C; InfoPath.2)" 140.211.84.66 - - [04/May/2011:16:06:31 -0700] "GET /Ticket/Display.html?id=9 HTTP/1.1" 302 439 "-" "Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 6.1; Trident/5.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; MDDS; .NET4.0C; InfoPath.2)" 140.211.84.66 - - [04/May/2011:16:06:32 -0700] "GET /NoAuth/Login.html?next=f6e5ec0408aa263848c49978088df779 HTTP/1.1" 200 5559 "-" "Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 6.1; Trident/5.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; MDDS; .NET4.0C; InfoPath.2)" 140.211.84.66 - - [04/May/2011:16:06:35 -0700] "GET /NoAuth/Login.html?next=f6e5ec0408aa263848c49978088df779 HTTP/1.1" 302 384 "-" "Mozilla/5.0 (compatible; MSIE 9.0; Windows NT 6.1; Trident/5.0)" 140.211.84.66 - - [04/May/2011:16:06:36 -0700] "GET / HTTP/1.1" 200 38925 "-" "Mozilla/5.0 (compatible; MSIE 9.0; Windows NT 6.1; Trident/5.0)" > Anyone have any clue what's going on? It looks like a failed login, but the user is logged in on the machine, and RT opens up on the user's dashboard. This is repeatable on both my home server and on the Gossamer hosted installation we have. -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln From lzs at zitseng.com Wed May 4 19:53:24 2011 From: lzs at zitseng.com (Lai Zit Seng) Date: Thu, 5 May 2011 07:53:24 +0800 Subject: [rt-users] Linking to RT from MS Excel In-Reply-To: References: <88306150c2ec4ae7cdde66e689aef1bc.squirrel@mail.seiner.com> Message-ID: <7F63AD1F-F780-46B8-910D-1E248D55A89F@zitseng.com> On May 5, 2011, at 7:10 AM, Yan Seiner wrote: > On Wed, May 4, 2011 3:48 pm, Yan Seiner wrote: >> >> I'm trying to set up a link from a MS Excel spreadsheet to an RT ticket. >> I've tried the "hyperlink" function and also a directl link; no matter >> what I do RT only goes to the home page. >> >> Hyperlinking directly to a ticket seems to work otherwise. Is there >> something particular about excel that makes it break? Does anyone know >> where to look? > > Here's the apache logs of the exchange: > Anyone have any clue what's going on? > > It looks like a failed login, but the user is logged in on the machine, > and RT opens up on the user's dashboard. I've encountered similar problems with other sort of websites if hyperlinked from Office (not necessarily Excel, but also Word and PowerPoint). It's very irritating. I understand the issue is that Office programs will make an initial web request NOT using your favourite web browser, where it does not have the correct login credentials (or cookies of a pre-existing logged in session), and thus ends up with the wrong web content. If that initial web request results in a HTTP 403 error (forbidden), the Office program will just pop-up an error dialog without even launching the browser (this happens on my Drupal website). I would love to know if there's a solution to this too. Regards, .lzs From me at payam124.com Wed May 4 21:54:25 2011 From: me at payam124.com (Payam Poursaied) Date: Thu, 5 May 2011 06:24:25 +0430 Subject: [rt-users] Linking to RT from MS Excel In-Reply-To: References: <88306150c2ec4ae7cdde66e689aef1bc.squirrel@mail.seiner.com> Message-ID: Install firefox and set it as your default browser, then check if the problem get solved or not. I think I had experienced the same thing before with ms IE On Thursday, May 5, 2011, Yan Seiner wrote: > > On Wed, May 4, 2011 3:48 pm, Yan Seiner wrote: >> >> I'm trying to set up a link from a MS Excel spreadsheet to an RT ticket. >> I've tried the "hyperlink" function and also a directl link; no matter >> what I do RT only goes to the home page. >> >> Hyperlinking directly to a ticket seems to work otherwise. ?Is there >> something particular about excel that makes it break? ?Does anyone know >> where to look? > > Here's the apache logs of the exchange: > > 140.211.84.66 - - [04/May/2011:16:06:26 -0700] "GET > /Ticket/Display.html?id=9 HTTP/1.1" 302 439 "-" "Mozilla/4.0 (compatible; > MSIE 7.0; Windows NT 6.1; Trident/5.0; SLCC2; .NET CLR 2.0.50727; .NET CLR > 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; MDDS; .NET4.0C; > InfoPath.2)" > 140.211.84.66 - - [04/May/2011:16:06:28 -0700] "GET > /NoAuth/Login.html?next=e7071bf98bd712fceaa850abf5cc00e6 HTTP/1.1" 200 > 5559 "-" "Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 6.1; Trident/5.0; > SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media > Center PC 6.0; MDDS; .NET4.0C; InfoPath.2)" )" > >> > > Anyone have any clue what's going on? > > It looks like a failed login, but the user is logged in on the machine, > and RT opens up on the user's dashboard. > From ruslan.zakirov at gmail.com Wed May 4 22:02:58 2011 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 5 May 2011 06:02:58 +0400 Subject: [rt-users] HTTP/HTTPS bug in 4.0? In-Reply-To: <4DC1CB93.3090202@mpexnet.de> References: <4DC1A8B9.6010307@astro.as.utexas.edu> <1304538559.10976.1482.camel@kohr-ah> <4DC1CB93.3090202@mpexnet.de> Message-ID: Check rt config through the web UI. Regards, Ruslan. From phone. 05.05.2011 3:56 ???????????? "Lars Braeuer" ???????: > Hi, > > are you talking about the "More about the requestors" section when viewing a ticket? > > Our RT 4.0.0 test instance runs on https, but all the links (i.e. 10 most important active tickets) > are https, just as expected. > > Lars > > Am 04.05.2011 23:06, schrieb Stoned Elipot: >> Hi, >> >> On Wed, May 4, 2011 at 9:49 PM, Alex Vandiver wrote: >>> On Wed, 2011-05-04 at 14:27 -0500, Dario Landazuri wrote: >>>> We are running an RT instance under https only. I just noticed a small >>>> issue - when you're looking at a ticket, the links for a requestor's >>>> other tickets are non-https (http://...). On our system, that leads to >>>> a 404. Other links in the ticket (creating links, last ticket >>>> transaction, etc) all properly go to https://... >>> >>> This does look to be a bug; I'll bounce your mail into the >>> issues.bestpractical.com to track it. >>> - Alex >> >> Playing around with a 4.0.0 test clone of a 3.8.10 RT instance I noticed >> the same thing, both for the requestor's other tickets links and for >> the related tickets links. >> Then I noticed that the 3.8.10 instance also exhibits the same >> behaviour, only it was >> masqueraded by the web server doing HTTP to HTTPS redirection :-} >> >> Cheers, Stoned. >> -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed May 4 22:27:07 2011 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 5 May 2011 06:27:07 +0400 Subject: [rt-users] Messages to AdminCCs , as Cc not Bcc In-Reply-To: <20110504173959.GR6809@sgala.com> References: <20110429140052.GL1000@jibsheet.com> <20110504163701.GP6809@sgala.com> <20110504164200.GA1000@jibsheet.com> <20110504173959.GR6809@sgala.com> Message-ID: Originally requested feature is implemented in 3.999 branch, but nobody ported it into 4.x. Regards, Ruslan. From phone. 04.05.2011 23:40 ???????????? "Matteo Sgalaberni" ???????: > On Wed, May 04, 2011 at 12:42:00PM -0400, Kevin Falcone wrote: >> >> Modifying Notify is changing the source code. >> The best way might be to make a new Action based on Notify with your >> modifications as a local customization > No one in the list have implemented this or suggest what to do in some > official way? > > Can be that peoples that are asking this (like me) have misunderstood > the meaning of the AdminCC notification? > > For example: > > if I have an RT opened that explain a customer problem: > > Requestor: customer > Cc: customercollegue > AdminCc: internal peoples that are involved in the resolution of the RT and need to be informed about all phases of the RT > > When someone add a comment, every internal people should like to receive > the notification and see all the destination of that notification...no? > > Does I misunderstood something? > > Thanks! > > Matteo > -------------- next part -------------- An HTML attachment was scrubbed... URL: From sgala at sgala.com Thu May 5 00:57:40 2011 From: sgala at sgala.com (Matteo Sgalaberni) Date: Thu, 5 May 2011 06:57:40 +0200 Subject: [rt-users] Messages to AdminCCs , as Cc not Bcc In-Reply-To: <20110504180217.GB1000@jibsheet.com> References: <20110429140052.GL1000@jibsheet.com> <20110504163701.GP6809@sgala.com> <20110504164200.GA1000@jibsheet.com> <20110504173959.GR6809@sgala.com> <20110504180217.GB1000@jibsheet.com> Message-ID: <20110505045740.GS6809@sgala.com> On Wed, May 04, 2011 at 02:02:17PM -0400, Kevin Falcone wrote: > Please note that this prevents you from having a different Template > for AdminCcs and for end users, which is why RT splits those into two > separate notifications by default > > In general, I wouldn't want Requestors/Ccs to see me (as an AdminCc) > on a ticket email, since they'll either hit Reply-All and then I get > mail from them AND from RT or they reply directly to me, taking RT out > of the loop. This is why AdminCcs are Bcc'ed Ok I completely agree with you. Follow my point of view: You also say: "RT splits those into two separate notifications by default". So the notifications that are sent to AdminCC have a different template and have as destination only AdminCCs. I remember this in my latest tests. So, this notification should be sent not in BCC as all destinations are AdminCC and they know each other. What do you think? Thanks Matteo From fireskyer at gmx.de Thu May 5 02:56:18 2011 From: fireskyer at gmx.de (john s.) Date: Wed, 4 May 2011 23:56:18 -0700 (PDT) Subject: [rt-users] RT 4.0 with fcgid In-Reply-To: <4DC161BD.2060502@bestpractical.com> References: <31532665.post@talk.nabble.com> <4DC00B8C.3070708@bestpractical.com> <31539327.post@talk.nabble.com> <31540753.post@talk.nabble.com> <4DC161BD.2060502@bestpractical.com> Message-ID: <31547911.post@talk.nabble.com> Hello Thomas Sorry my fault Okay, Solution: Give the RT Log File more rights .... otherwise RT 4.0 won't work There are lots of third party tools to benchmark websites, but you provide no details of what seems slower, so I can't recommend anything. in my feeling i think everyone is more slowly than with modperl -The reload takes longer - The navigation in the menuetree - Waiting for processsing to create a ticket and so on.. best regards john s. -- View this message in context: http://old.nabble.com/RT-4.0-with-fcgid-tp31532665p31547911.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From sk at net-lab.net Thu May 5 05:00:43 2011 From: sk at net-lab.net (sk) Date: Thu, 05 May 2011 11:00:43 +0200 Subject: [rt-users] RT 4.0: Reports gone? Message-ID: <1304586043.30254.11.camel@sk-office> Hi, I installed RT4 and wonder where the Reports are gone? In RT3.8 there are located under Tools -> Reports. I can't find this in RT4. Are the reports at a different location now? regards, Sven From tanguy.lagroy at bt.com Thu May 5 05:07:49 2011 From: tanguy.lagroy at bt.com (tanguy.lagroy at bt.com) Date: Thu, 5 May 2011 10:07:49 +0100 Subject: [rt-users] SOLVED - Display html links RT history In-Reply-To: <20110503133627.GX1000@jibsheet.com> References: <20110503133627.GX1000@jibsheet.com> Message-ID: <82B2A0A07D3046468C56B9477A2622B43373BA4FF9@EMV65-UKRD.domain1.systemhost.net> Dear community, Works fine Thanks Tanguy -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: mardi 3 mai 2011 15:36 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Display html links RT history On Tue, May 03, 2011 at 10:37:43AM +0100, tanguy.lagroy at bt.com wrote: > Dear community, > > I'm pretty sure that this question have already been posted, but I can't retrieve this answer. > > Is it possible to display the link of an url (http://www.domain.com) in the RT's update history ? > > I do not use the WYSIWYG message composer in preferences. You want to search for MakeClicky in RT_Config.pm and then enable it in your RT_SiteConfig.pm -kevin From matti.taina at otaverkko.fi Thu May 5 06:08:52 2011 From: matti.taina at otaverkko.fi (Matti Taina) Date: Thu, 5 May 2011 13:08:52 +0300 Subject: [rt-users] Reply not sending email Message-ID: Hi everyone. I tried googling for this for a while, so I hope it's not something as trivial as R'ing TFM. What could be the cause for RT not sending email when replying to a ticket? What happened is, that a helpdesk person was trying to reply to a ticket several times, but only on their third try RT sent out the actual email message and printed "Outgoing email recorded" on the ticket history. The first two trys only resulted in the correspondence entry being printed on the ticket history, but no email was sent and no message of outgoing email was printed. The helpdesk person says that every try was identical and no changes were made on the reply page, other than a change in ticket status (between stalled and open). The RT version is 3.8.8. Thanks in advance, Matti From robert.wysocki at contium.pl Thu May 5 08:27:46 2011 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Thu, 05 May 2011 14:27:46 +0200 Subject: [rt-users] problems upgrading to 4.0.0 from 3.8.10 In-Reply-To: References: <20110429130942.GA31558@yakko.bartol.udel.edu> <20110429132934.GA3055@yakko.bartol.udel.edu> <20110429133958.GC6996@puppy> <20110429134132.GA5659@yakko.bartol.udel.edu> Message-ID: <1304598466.6312.4.camel@rmwysocki> Dnia 2011-04-29, pi? o godzinie 20:49 +0400, Ruslan Zakirov pisze: > Hello, > > We've reproduced this problem with BasedOn column. Patch is ready, > however still need some testing. Failure is not critical. People > either would have to manually set BasedOn for custom fields or patch > and re-apply an upgrade step. Hi, is there any chance the patch will be released some time soon? I've run into the same problem. -- Robert Wysocki CONTIUM S.A., http://www.contium.pl From robert.wysocki at contium.pl Thu May 5 09:46:27 2011 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Thu, 05 May 2011 15:46:27 +0200 Subject: [rt-users] RT 4.0.0. and RT::Authen::ExternalAuth Message-ID: <1304603187.6312.9.camel@rmwysocki> Hi there, I've managed to do a test upgrade from 3.8.9 to 4.0.0 and now I'm working on installing plugins. I'm starting with the most important one - allowing us to authenticate to LDAP. After I successfully install RT::Authen::ExternalAuth 0.08_02 I get lots of warnings in rt.log: [Thu May 5 13:41:25 2011] [warning]: Subroutine SetPreferences redefined at /opt/rt4/sbin/../lib/RT/User.pm line 1305. (/opt/rt4/sbin/../lib/RT/User.pm:1305) [Thu May 5 13:41:25 2011] [warning]: Subroutine WatchedQueues redefined at /opt/rt4/sbin/../lib/RT/User.pm line 1332. (/opt/rt4/sbin/../lib/RT/User.pm:1332) and many more like this. Am I doing something wrong? The authentication to LDAP works fine, but those warnings are confusing and just look ugly... Regards, -- Robert Wysocki CONTIUM S.A., http://www.contium.pl From trs at bestpractical.com Thu May 5 09:46:58 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 05 May 2011 09:46:58 -0400 Subject: [rt-users] Reply not sending email In-Reply-To: References: Message-ID: <4DC2AA52.8040604@bestpractical.com> On 05/05/2011 06:08 AM, Matti Taina wrote: > Hi everyone. > > I tried googling for this for a while, so I hope it's not something as trivial as R'ing TFM. > > What could be the cause for RT not sending email when replying to a ticket? What happened is, that a helpdesk person was trying to reply to a ticket several times, but only on their third try RT sent out the actual email message and printed "Outgoing email recorded" on the ticket history. The first two trys only resulted in the correspondence entry being printed on the ticket history, but no email was sent and no message of outgoing email was printed. The helpdesk person says that every try was identical and no changes were made on the reply page, other than a change in ticket status (between stalled and open). > The RT version is 3.8.8. Look in your RT server logs for errors, and possibly your mail logs as well. In some cases the machine is too overloaded and RT can't start sendmail. Newer versions of RT report on the ticket when sending mail failed. Thomas From elacour at easter-eggs.com Thu May 5 09:50:18 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 5 May 2011 15:50:18 +0200 Subject: [rt-users] RT 4.0: Reports gone? In-Reply-To: <1304586043.30254.11.camel@sk-office> References: <1304586043.30254.11.camel@sk-office> Message-ID: <20110505135017.GB2797@easter-eggs.com> On Thu, May 05, 2011 at 11:00:43AM +0200, sk wrote: > Hi, > > I installed RT4 and wonder where the Reports are gone? > In RT3.8 there are located under Tools -> Reports. I can't find this in > RT4. > Are the reports at a different location now? > No, this was very basic reports which you can make and make more by using "saved charts" and "Dashboards". here is the removal commit: commit 4cac51a6eac58760d03dc74d8ce05adf4c303457 Author: Jesse Vincent Date: Tue Dec 21 13:22:08 2010 -0500 Remove the embarassingly outdated "Reports" menus. We have much better built in reporting today. The menu will be resurrected when we have something useful to put under the tab From trs at bestpractical.com Thu May 5 09:50:25 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 05 May 2011 09:50:25 -0400 Subject: [rt-users] RT 4.0: Reports gone? In-Reply-To: <1304586043.30254.11.camel@sk-office> References: <1304586043.30254.11.camel@sk-office> Message-ID: <4DC2AB21.8000403@bestpractical.com> On 05/05/2011 05:00 AM, sk wrote: > Hi, > > I installed RT4 and wonder where the Reports are gone? > In RT3.8 there are located under Tools -> Reports. I can't find this in > RT4. > Are the reports at a different location now? They were removed since they added no value over simply graphing the results of a ticket search. The general graphing UI is more flexible than the rather anemic built in reports were. Thomas From robert.wysocki at contium.pl Thu May 5 10:14:21 2011 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Thu, 05 May 2011 16:14:21 +0200 Subject: [rt-users] RT 4.0.0. and RT::Authen::ExternalAuth In-Reply-To: <1304603187.6312.9.camel@rmwysocki> References: <1304603187.6312.9.camel@rmwysocki> Message-ID: <1304604861.6312.10.camel@rmwysocki> Dnia 2011-05-05, czw o godzinie 15:46 +0200, Robert Wysocki pisze: > Hi there, > > I've managed to do a test upgrade from 3.8.9 to 4.0.0 and now I'm > working on installing plugins. I'm starting with the most important one > - allowing us to authenticate to LDAP. > After I successfully install RT::Authen::ExternalAuth 0.08_02 I get lots > of warnings in rt.log: > > [Thu May 5 13:41:25 2011] [warning]: Subroutine SetPreferences > redefined at /opt/rt4/sbin/../lib/RT/User.pm line 1305. > (/opt/rt4/sbin/../lib/RT/User.pm:1305) > [Thu May 5 13:41:25 2011] [warning]: Subroutine WatchedQueues redefined > at /opt/rt4/sbin/../lib/RT/User.pm line 1332. > (/opt/rt4/sbin/../lib/RT/User.pm:1332) > > and many more like this. > Am I doing something wrong? > > The authentication to LDAP works fine, but those warnings are confusing > and just look ugly... OK, my fault. The problem was in not-cleaning mason cache. -- Robert Wysocki CONTIUM S.A., http://www.contium.pl From joosepm at gmail.com Thu May 5 10:06:53 2011 From: joosepm at gmail.com (Joosep) Date: Thu, 5 May 2011 17:06:53 +0300 Subject: [rt-users] Time fields in days In-Reply-To: References: Message-ID: Thanks for the reply Kenneth, Is the database modification also necessary in order it to work, or should it work with just the modifications in the file local/html/Elements/SelectTimeUnits ? Implementing the code from that thread so far only seem to give the possibility to select days from the dropdown menu when using for example "time estimated" field in the ticket basics, but seem to lack the math. At least in RT 3.8.10. When inserting some value in hours, RT automatically converts the inserted value into minutes(for example inserting 2 hours results after save 120 minutes). When inserting for example 5 hours, after the save, it results in 5 minutes. I'm not very familiar with perl, but it seems that these rows should be responsible for the math: > % my $selected = 'minutes'; > % $selected = 'hours' if $minutes > 60; > % $selected = 'days' if $minutes > 480; But they don't seem to do it. Maybe the math has moved since then or i'm doing something wrong. I would be grateful for any pointers and hints where to look. Thanks in advance Joosep On Wed, May 4, 2011 at 7:38 PM, Kenneth Crocker wrote: > Joosep, > > I did that. However, I wanted to maintain the concept of 'hours', so I > changed the DataBase to contain all time fields with 3 decimal positions > (.125 = 1 hour). I changed all the displays, etc. to show that. > > Kenn > LBNL > > > On Tue, May 3, 2011 at 11:21 PM, Joosep wrote: > >> Hi list! >> >> RT version is 3.8.10 running on postgres 8.3.14 and debian 5.0. >> >> I'm trying to set RT to use unit "days" in time fields in addition to >> minutes and hours. >> I found similar thread in list archives: >> http://www.gossamer-threads.com/lists/rt/users/82265 >> >> RT version in that thread was 3.8.2. It seems that things are changed a >> little since then. >> I have found, that some of necessary code is in the file >> share/html/Elements/SelectTimeUnits. >> I have now unit "days" in the right place, but there is no relation >> between days and hours/minutes. I.e RT doesn't know how much minutes/hours 1 >> day is. >> Any idea where i can find that logic? >> If anybody knows better way to do it, i would be greatful to hear it. >> >> Thanks in advance, >> Joosep >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu May 5 10:14:16 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 5 May 2011 10:14:16 -0400 Subject: [rt-users] Messages to AdminCCs , as Cc not Bcc In-Reply-To: <20110505045740.GS6809@sgala.com> References: <20110429140052.GL1000@jibsheet.com> <20110504163701.GP6809@sgala.com> <20110504164200.GA1000@jibsheet.com> <20110504173959.GR6809@sgala.com> <20110504180217.GB1000@jibsheet.com> <20110505045740.GS6809@sgala.com> Message-ID: <20110505141416.GC1000@jibsheet.com> On Thu, May 05, 2011 at 06:57:40AM +0200, Matteo Sgalaberni wrote: > On Wed, May 04, 2011 at 02:02:17PM -0400, Kevin Falcone wrote: > > Please note that this prevents you from having a different Template > > for AdminCcs and for end users, which is why RT splits those into two > > separate notifications by default > > > > In general, I wouldn't want Requestors/Ccs to see me (as an AdminCc) > > on a ticket email, since they'll either hit Reply-All and then I get > > mail from them AND from RT or they reply directly to me, taking RT out > > of the loop. This is why AdminCcs are Bcc'ed > Ok I completely agree with you. Follow my point of view: > > You also say: > > "RT splits those into two separate notifications by default". So the > notifications that are sent to AdminCC have a different template and have > as destination only AdminCCs. I remember this in my latest tests. > > So, this notification should be sent not in BCC as all destinations are AdminCC > and they know each other. Now we're back to the original part of the thread, where I noted that you need to modify Notify to send like that when there are no To or Cc I'm not sure what you're trying accomplish anymore, since we've gone from notifying adminccs to notifying everyone and back again. -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 May 5 10:15:26 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 5 May 2011 10:15:26 -0400 Subject: [rt-users] Change FriendlyFromLineFormat to include name of responder instead of queue name In-Reply-To: <4DC18614.7070109@mpexnet.de> References: <4DC18614.7070109@mpexnet.de> Message-ID: <20110505141526.GD1000@jibsheet.com> On Wed, May 04, 2011 at 07:00:04PM +0200, Lars Braeuer wrote: > Hello, > > here's another fix we implemented, in order to change the friendly from line format. I'd be > interessted, if there is a better solution for that? Autoreply always sends the queue name, since normally the creator of the Transaction would be the requestor and it would be weird to see "Requestor Name via RT" in the mail that goes back to the Requestor. I assume you're using RT differently and creating tickets for users in the web UI. Notify should be setting the Friendly Name to the actor on the transaction. -kevin > In RT_SiteConfig.pm we have: > > Set($FriendlyFromLineFormat , "\"My Company %s\" <%s>"); > > When sending a mail from queue "Incidents" this results in the from line: > '"My Company Incidents" ' > > Instead of the queue name we would like to replace the first %s with the name of the person > answering the request, resulting in '"My Company John Doe" '. > > Until now we are using another patch for that: > > --- lib/RT/Action/Autoreply.pm.orig 2011-05-02 21:47:49.000000000 +0200 > +++ lib/RT/Action/Autoreply.pm 2011-05-04 17:08:48.000000000 +0200 > @@ -97,7 +97,7 @@ > my $friendly_name; > > if (RT->Config->Get('UseFriendlyFromLine')) { > - $friendly_name = $self->TicketObj->QueueObj->Description || > + $friendly_name = $self->TransactionObj->CreatorObj->RealName || > $self->TicketObj->QueueObj->Name; > } > > Is there an easier way to achieve this without patching the code? > > If not, could you introduce a new variable like $FriendlyFromLineName to enable user to pick which > variable to use out of a few selected ones? > > Best regards, > > Lars -------------- 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 May 5 10:17:25 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 5 May 2011 10:17:25 -0400 Subject: [rt-users] RT 4.0.0. and RT::Authen::ExternalAuth In-Reply-To: <1304603187.6312.9.camel@rmwysocki> References: <1304603187.6312.9.camel@rmwysocki> Message-ID: <20110505141725.GE1000@jibsheet.com> On Thu, May 05, 2011 at 03:46:27PM +0200, Robert Wysocki wrote: > Hi there, > > I've managed to do a test upgrade from 3.8.9 to 4.0.0 and now I'm > working on installing plugins. I'm starting with the most important one > - allowing us to authenticate to LDAP. > After I successfully install RT::Authen::ExternalAuth 0.08_02 I get lots > of warnings in rt.log: Is this a clean ExternalAuth install or an upgrade of an earlier version of that module? The warnings appear harmless, but not following ExternalAuth's upgrade instructions in the README could cause excessive warnings or failures. > [Thu May 5 13:41:25 2011] [warning]: Subroutine SetPreferences > redefined at /opt/rt4/sbin/../lib/RT/User.pm line 1305. > (/opt/rt4/sbin/../lib/RT/User.pm:1305) > [Thu May 5 13:41:25 2011] [warning]: Subroutine WatchedQueues redefined > at /opt/rt4/sbin/../lib/RT/User.pm line 1332. > (/opt/rt4/sbin/../lib/RT/User.pm:1332) > > and many more like this. > Am I doing something wrong? > > The authentication to LDAP works fine, but those warnings are confusing > and just look ugly... > > Regards, > -- > Robert Wysocki > CONTIUM S.A., http://www.contium.pl > -------------- 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 May 5 10:43:21 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 5 May 2011 07:43:21 -0700 Subject: [rt-users] Time fields in days In-Reply-To: References: Message-ID: Joosep, I would think the DB changes ARE necessary. If you don't define the field with 3 decimal positions, then it would always round up or down and you'd gain/lose a lot of time. We didn't like the option of hours or minutes, so I removed the top-down choice. Since we offered hours in the form of .125 days, we felt that should be sufficient. We didn't know of ANYONE in our organization that would project time estimates in hours or minutes. Most projects involve many, many man-days. Anyway, that was our thinking. Kenn On Thu, May 5, 2011 at 7:06 AM, Joosep wrote: > Thanks for the reply Kenneth, > > Is the database modification also necessary in order it to work, or should > it work with just the modifications in the file local/html/Elements/SelectTimeUnits > ? > > Implementing the code from that thread so far only seem to give the > possibility to select days from the dropdown menu when using for example > "time estimated" field in the ticket basics, but seem to lack the math. At > least in RT 3.8.10. When inserting some value in hours, RT automatically > converts the inserted value into minutes(for example inserting 2 hours > results after save 120 minutes). When inserting for example 5 hours, after > the save, it results in 5 minutes. > I'm not very familiar with perl, but it seems that these rows should be > responsible for the math: > > % my $selected = 'minutes'; > > % $selected = 'hours' if $minutes > 60; > > % $selected = 'days' if $minutes > 480; > > But they don't seem to do it. Maybe the math has moved since then or i'm > doing something wrong. > I would be grateful for any pointers and hints where to look. > > Thanks in advance > Joosep > > > On Wed, May 4, 2011 at 7:38 PM, Kenneth Crocker wrote: > >> Joosep, >> >> I did that. However, I wanted to maintain the concept of 'hours', so I >> changed the DataBase to contain all time fields with 3 decimal positions >> (.125 = 1 hour). I changed all the displays, etc. to show that. >> >> Kenn >> LBNL >> >> >> On Tue, May 3, 2011 at 11:21 PM, Joosep wrote: >> >>> Hi list! >>> >>> RT version is 3.8.10 running on postgres 8.3.14 and debian 5.0. >>> >>> I'm trying to set RT to use unit "days" in time fields in addition to >>> minutes and hours. >>> I found similar thread in list archives: >>> http://www.gossamer-threads.com/lists/rt/users/82265 >>> >>> RT version in that thread was 3.8.2. It seems that things are changed a >>> little since then. >>> I have found, that some of necessary code is in the file >>> share/html/Elements/SelectTimeUnits. >>> I have now unit "days" in the right place, but there is no relation >>> between days and hours/minutes. I.e RT doesn't know how much minutes/hours 1 >>> day is. >>> Any idea where i can find that logic? >>> If anybody knows better way to do it, i would be greatful to hear it. >>> >>> Thanks in advance, >>> Joosep >>> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu May 5 10:47:00 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 5 May 2011 07:47:00 -0700 Subject: [rt-users] Reply not sending email In-Reply-To: References: Message-ID: Matti, I would go over instructions with them that when they want email to go "out", they should NOT hit "Save Changes", but to hit "Update Ticket". It sounds to me like they got confused as to which one to hit. Kenn LBNL On Thu, May 5, 2011 at 3:08 AM, Matti Taina wrote: > Hi everyone. > > I tried googling for this for a while, so I hope it's not something as > trivial as R'ing TFM. > > What could be the cause for RT not sending email when replying to a ticket? > What happened is, that a helpdesk person was trying to reply to a ticket > several times, but only on their third try RT sent out the actual email > message and printed "Outgoing email recorded" on the ticket history. The > first two trys only resulted in the correspondence entry being printed on > the ticket history, but no email was sent and no message of outgoing email > was printed. The helpdesk person says that every try was identical and no > changes were made on the reply page, other than a change in ticket status > (between stalled and open). > The RT version is 3.8.8. > > Thanks in advance, > Matti > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kgermann at fibernetics.ca Thu May 5 10:54:57 2011 From: kgermann at fibernetics.ca (Kris Germann) Date: Thu, 5 May 2011 10:54:57 -0400 Subject: [rt-users] 'Select one value' not 100% able to be manditory? Message-ID: <00cd01cc0b34$676b6c40$364244c0$@fibernetics.ca> Hey guys I'm wondering if any of you have any insight on how I'd do this; When I make my custom fields with Select one value as the Type, and I have a mandatory Validation set. However, when it's all said and done, there is a 'no value' option in the selection box. Is there a way to get rid of that (no value)? Thanks Kris Germann Fibernetics Corporation -------------- next part -------------- An HTML attachment was scrubbed... URL: From matti.taina at otaverkko.fi Thu May 5 11:05:12 2011 From: matti.taina at otaverkko.fi (Matti Taina) Date: Thu, 05 May 2011 18:05:12 +0300 Subject: [rt-users] Reply not sending email In-Reply-To: References: Message-ID: Does hitting "Save Changes" save the correspondence entry to the ticket history, though (I can't test it myself at the moment)? If that is the case, then your theory is indeed a possibility. -Matti On Thu, 5 May 2011 07:47:00 -0700, Kenneth Crocker wrote: > Matti, > > I would go over instructions with them that when they want email to > go "out", they should NOT hit "Save Changes", but to hit "Update > Ticket". It sounds to me like they got confused as to which one to > hit. > > Kenn > LBNL > > On Thu, May 5, 2011 at 3:08 AM, Matti Taina wrote: > >> Hi everyone. >> >> I tried googling for this for a while, so I hope it's not >> something as trivial as R'ing TFM. >> >> What could be the cause for RT not sending email when replying to >> a ticket? What happened is, that a helpdesk person was trying to >> reply to a ticket several times, but only on their third try RT > sent >> out the actual email message and printed "Outgoing email recorded" >> on the ticket history. The first two trys only resulted in the >> correspondence entry being printed on the ticket history, but no >> email was sent and no message of outgoing email was printed. The >> helpdesk person says that every try was identical and no changes >> were made on the reply page, other than a change in ticket status >> (between stalled and open). >> The RT version is 3.8.8. >> >> Thanks in advance, >> Matti > > > > Links: > ------ > [1] mailto:matti.taina at otaverkko.fi From trs at bestpractical.com Thu May 5 11:13:22 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 05 May 2011 11:13:22 -0400 Subject: [rt-users] Reply not sending email In-Reply-To: References: Message-ID: <4DC2BE92.8070506@bestpractical.com> On 05/05/2011 11:05 AM, Matti Taina wrote: > Does hitting "Save Changes" save the correspondence entry to the ticket > history, though (I can't test it myself at the moment)? If that is the > case, then your theory is indeed a possibility. Clicking "Save Changes" does not save the correspondence entry to the ticket. Thomas From yan at seiner.com Thu May 5 13:22:59 2011 From: yan at seiner.com (Yan Seiner) Date: Thu, 5 May 2011 10:22:59 -0700 (PDT) Subject: [rt-users] Watched queues Message-ID: <22418069952befe903587d430bf6161b.squirrel@mail.seiner.com> I'm stuck on the best way to set this up: Our department is set up as a bunch of workgroups. I have a queue set up for each workgroup. 4As things stand, it makes sense to allow anyone to create a ticket for any other workgroup and to monitor all the tickets in their workgroup. It does not make sense to have everyone monitor everyone else's tickets. So.... I set up all previledged users with the rights to see all queues, and to crteate and comment on tickets in all queues. Now I need to set up a search that finds only those queues that each member belongs to. I am not sure how to do that; I don't see a search option that allows me to do that. -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln From mike.johnson at nosm.ca Thu May 5 13:47:47 2011 From: mike.johnson at nosm.ca (Mike Johnson) Date: Thu, 5 May 2011 13:47:47 -0400 Subject: [rt-users] Reply not sending email In-Reply-To: References: Message-ID: This could be related to the NotifyActor config setting. If this person was updating the ticket and was the only person that was to receive "correspondence", and NotifyActor was set to off, it wouldn't send any emails... HTH Mike. On Thu, May 5, 2011 at 6:08 AM, Matti Taina wrote: > Hi everyone. > > I tried googling for this for a while, so I hope it's not something as > trivial as R'ing TFM. > > What could be the cause for RT not sending email when replying to a ticket? > What happened is, that a helpdesk person was trying to reply to a ticket > several times, but only on their third try RT sent out the actual email > message and printed "Outgoing email recorded" on the ticket history. The > first two trys only resulted in the correspondence entry being printed on > the ticket history, but no email was sent and no message of outgoing email > was printed. The helpdesk person says that every try was identical and no > changes were made on the reply page, other than a change in ticket status > (between stalled and open). > The RT version is 3.8.8. > > Thanks in advance, > Matti > > -- 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 matti.taina at otaverkko.fi Thu May 5 14:16:10 2011 From: matti.taina at otaverkko.fi (Matti Taina) Date: Thu, 05 May 2011 21:16:10 +0300 Subject: [rt-users] Reply not sending email In-Reply-To: References: Message-ID: <3517018a466ee131de0ce868c337f7a2@nestor.otaverkko.fi> On Thu, 5 May 2011 13:47:47 -0400, Mike Johnson wrote: > This could be related to the NotifyActor config setting. > ? > If this person was updating the ticket and was the only person that > was to receive "correspondence", and NotifyActor was set to off, it > wouldn't send any emails... > ? > HTH > Mike. > > On Thu, May 5, 2011 at 6:08 AM, Matti Taina wrote: > >> Hi everyone. >> >> I tried googling for this for a while, so I hope it's not something >> as trivial as R'ing TFM. >> >> What could be the cause for RT not sending email when replying to a >> ticket? What happened is, that a helpdesk person was trying to > reply >> to a ticket several times, but only on their third try RT sent out >> the actual email message and printed "Outgoing email recorded" on >> the ticket history. The first two trys only resulted in the >> correspondence entry being printed on the ticket history, but no >> email was sent and no message of outgoing email was printed. The >> helpdesk person says that every try was identical and no changes >> were made on the reply page, other than a change in ticket status >> (between stalled and open). >> The RT version is 3.8.8. >> >> Thanks in advance, >> Matti Actually I just noticed that the logs do have some memory errors: Could not send mail with command `/usr/sbin/sendmail -oi -t`: couldn't execute program: Cannot allocate memory at /usr/local/rt3.8/bin/../lib/RT/Interface/Email.pm line 447. I did some googling and it seems someone was able to fix this (or at least something similar) by changing the Apache2 from worker MPM to prefork MPM. Will give it a shot early tomorrow when there are no RT users online. http://www.gossamer-threads.com/lists/rt/users/82031 -Matti From lb at mpexnet.de Thu May 5 16:02:58 2011 From: lb at mpexnet.de (Lars Braeuer) Date: Thu, 05 May 2011 22:02:58 +0200 Subject: [rt-users] 4.0.0 Minor layout bug Message-ID: <4DC30272.9040200@mpexnet.de> Hi, I discovered a minor layout bug in 4.0.0. When using a custom logo and even though having LogoImageWidth and LogoImageHeight set in the config, the logo will be scaled to the full height of the top bar. This is annoying, if the logo is smaller than the bar. This is because of a css setting in layout.css: --- share/html/NoAuth/css/aileron//layout.css.org 2011-05-05 21:58:55.000000000 +0200 +++ share/html/NoAuth/css/aileron/layout.css 2011-05-05 21:58:15.000000000 +0200 @@ -117,7 +117,7 @@ div#logo a img { border: 0; - height: 100% !important; + height: auto !important; width: auto !important; float: right; } This fixes the problem. Best regards, Lars Br?uer -- MPeX.net GmbH / Werner-Vo?-Damm 62 / D-12101 Berlin / Germany MPeXnetworks / www.mpexnetworks.de Tel: ++49-30-78097 180 / Fax: ++49-30-78097 181 Sitz, Registergericht: Berlin, Amtsgericht Charlottenburg, HRB 76688 Gesch?ftsf?hrer: Lars Br?uer, Gregor Lawatscheck From trs at bestpractical.com Thu May 5 16:28:34 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 05 May 2011 16:28:34 -0400 Subject: [rt-users] 4.0.0 Minor layout bug In-Reply-To: <4DC30272.9040200@mpexnet.de> References: <4DC30272.9040200@mpexnet.de> Message-ID: <4DC30872.7090104@bestpractical.com> On 05/05/2011 04:02 PM, Lars Braeuer wrote: > --- share/html/NoAuth/css/aileron//layout.css.org 2011-05-05 21:58:55.000000000 +0200 > +++ share/html/NoAuth/css/aileron/layout.css 2011-05-05 21:58:15.000000000 +0200 > @@ -117,7 +117,7 @@ > > div#logo a img { > border: 0; > - height: 100% !important; > + height: auto !important; Making this change means that images larger than the top bar will overflow it and nothing will ever be scaled. max-height: 100% could be used instead, but that only works on IE7 and above. Thomas From bdugay at apple.com Thu May 5 17:46:08 2011 From: bdugay at apple.com (Brian Dugay) Date: Thu, 05 May 2011 14:46:08 -0700 Subject: [rt-users] problem sizing logo Message-ID: Hi, I'm using the following: RT 3.8.4 OS X 10.5.8 I'm trying to customize the logo per this solution http://requesttracker.wikia.com/wiki/ChangeLogo I'm unsure about this step: "Copy /NoAuth/css/web2/layout.css to your local directory." I presume this is /share/html/NoAuth/css/web2/layout.css Where is the "local directory"? I have a local directory next to bin, sbin, share, etc. Is this it? Do I just copy the file into the "local" dir, or does it belong say in local/html? Can anyone clarify? PS THe issue I'm trying to solve is that the icon is not sized correctly. I can see the very top of it but cannot seem to get the whole icon into view. Thanks and regards, Brian -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3729 bytes Desc: not available URL: From michael.steen at livetext.com Thu May 5 19:02:35 2011 From: michael.steen at livetext.com (Michael Steen) Date: Thu, 5 May 2011 18:02:35 -0500 Subject: [rt-users] problem sizing logo In-Reply-To: References: Message-ID: http://requesttracker.wikia.com/wiki/CustomizingWithLocalDir On Thu, May 5, 2011 at 4:46 PM, Brian Dugay wrote: > Hi, > > I'm using the following: > > RT 3.8.4 > OS X 10.5.8 > > I'm trying to customize the logo per this solution > http://requesttracker.wikia.com/wiki/ChangeLogo > > I'm unsure about this step: > > "Copy /NoAuth/css/web2/layout.css > to your local directory." > > I presume this is */share/html*/NoAuth/css/web2/layout.css > > Where is the "local directory"? I have a local directory next to bin, > sbin, share, etc. Is this it? Do I just copy the file into the "local" > dir, or does it belong say in local/html? Can anyone clarify? > > PS THe issue I'm trying to solve is that the icon is not sized correctly. > I can see the very top of it but cannot seem to get the whole icon into > view. > > Thanks and regards, > Brian > -------------- next part -------------- An HTML attachment was scrubbed... URL: From sunnavy at bestpractical.com Fri May 6 03:03:14 2011 From: sunnavy at bestpractical.com (sunnavy) Date: Fri, 6 May 2011 15:03:14 +0800 Subject: [rt-users] HTTP/HTTPS bug in 4.0? In-Reply-To: References: <4DC1A8B9.6010307@astro.as.utexas.edu> <1304538559.10976.1482.camel@kohr-ah> <4DC1CB93.3090202@mpexnet.de> Message-ID: <20110506070314.GA17943@i5> I believe it's a config issue too. sunnavy On 11-05-05 06:02, Ruslan Zakirov wrote: > Check rt config through the web UI. > > Regards, Ruslan. From phone. > 05.05.2011 3:56 ???????????? "Lars Braeuer" ???????: > > Hi, > > > > are you talking about the "More about the requestors" section when viewing > a ticket? > > > > Our RT 4.0.0 test instance runs on https, but all the links (i.e. 10 most > important active tickets) > > are https, just as expected. > > > > Lars > > > > Am 04.05.2011 23:06, schrieb Stoned Elipot: > >> Hi, > >> > >> On Wed, May 4, 2011 at 9:49 PM, Alex Vandiver > wrote: > >>> On Wed, 2011-05-04 at 14:27 -0500, Dario Landazuri wrote: > >>>> We are running an RT instance under https only. I just noticed a small > >>>> issue - when you're looking at a ticket, the links for a requestor's > >>>> other tickets are non-https (http://...). On our system, that leads to > >>>> a 404. Other links in the ticket (creating links, last ticket > >>>> transaction, etc) all properly go to https://... > >>> > >>> This does look to be a bug; I'll bounce your mail into the > >>> issues.bestpractical.com to track it. > >>> - Alex > >> > >> Playing around with a 4.0.0 test clone of a 3.8.10 RT instance I noticed > >> the same thing, both for the requestor's other tickets links and for > >> the related tickets links. > >> Then I noticed that the 3.8.10 instance also exhibits the same > >> behaviour, only it was > >> masqueraded by the web server doing HTTP to HTTPS redirection :-} > >> > >> Cheers, Stoned. > >> From ruz at bestpractical.com Fri May 6 04:30:18 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 6 May 2011 12:30:18 +0400 Subject: [rt-users] problems upgrading to 4.0.0 from 3.8.10 In-Reply-To: <1304598466.6312.4.camel@rmwysocki> References: <20110429130942.GA31558@yakko.bartol.udel.edu> <20110429132934.GA3055@yakko.bartol.udel.edu> <20110429133958.GC6996@puppy> <20110429134132.GA5659@yakko.bartol.udel.edu> <1304598466.6312.4.camel@rmwysocki> Message-ID: On Thu, May 5, 2011 at 4:27 PM, Robert Wysocki wrote: > Dnia 2011-04-29, pi? o godzinie 20:49 +0400, Ruslan Zakirov pisze: >> Hello, >> >> We've reproduced this problem with BasedOn column. Patch is ready, >> however still need some testing. Failure is not critical. People >> either would have to manually set BasedOn for custom fields or patch >> and re-apply an upgrade step. > > Hi, is there any chance the patch will be released some time soon? > I've run into the same problem. It will be released as 4.0.1rc1 with other important fixes. You can extract fix from github, test and report back: https://github.com/bestpractical/rt/commit/506d072c43b8be0ab52ddc852200d21909070eec > -- > Robert Wysocki > CONTIUM S.A., http://www.contium.pl > > -- Best regards, Ruslan. From Raed.El-Hames at daisygroupplc.com Fri May 6 06:14:53 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Fri, 6 May 2011 10:14:53 +0000 Subject: [rt-users] Watched queues In-Reply-To: <22418069952befe903587d430bf6161b.squirrel@mail.seiner.com> References: <22418069952befe903587d430bf6161b.squirrel@mail.seiner.com> Message-ID: <892593C9CA8E25458C440A63DDC6774D01492E35@DG-HEXMBX02.daisy.group> I gather each work group are admin cc on their queue, If this is the case then try AdminCc.id = '__CurrentUser__' Regards; Roy > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Yan Seiner > Sent: 05 May 2011 18:23 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Watched queues > > I'm stuck on the best way to set this up: > > Our department is set up as a bunch of workgroups. I have a queue set up > for each workgroup. 4As things stand, it makes sense to allow anyone to > create a ticket for any other workgroup and to monitor all the tickets in > their workgroup. > > It does not make sense to have everyone monitor everyone else's tickets. > > So.... > > I set up all previledged users with the rights to see all queues, and to > crteate and comment on tickets in all queues. > > Now I need to set up a search that finds only those queues that each > member belongs to. > > I am not sure how to do that; I don't see a search option that allows me > to do that. > > > -- > If you have eight hours to chop down a tree > spend six sharpening your axe. > --Abraham Lincoln From mike.johnson at nosm.ca Fri May 6 09:17:04 2011 From: mike.johnson at nosm.ca (Mike Johnson) Date: Fri, 6 May 2011 09:17:04 -0400 Subject: [rt-users] HTTP/HTTPS bug in 4.0? In-Reply-To: References: <4DC1A8B9.6010307@astro.as.utexas.edu> <1304538559.10976.1482.camel@kohr-ah> Message-ID: Hi everyone, I notice this in our 3.8.10 instance of RT as well. Our redirection of all traffic to https picks it up and you continue to browse on port 443. Ruslan mentions that it is a config issue, Searching the Wiki and RT_Config.pm, I found that Set($WebBasedURL, 'https://yourrtinstance.com'); Is what you need to set to ensure your links are formed correctly. I've tested, works as expected. Thanks! Mike. On Wed, May 4, 2011 at 5:06 PM, Stoned Elipot wrote: > Hi, > > On Wed, May 4, 2011 at 9:49 PM, Alex Vandiver > wrote: > > On Wed, 2011-05-04 at 14:27 -0500, Dario Landazuri wrote: > >> We are running an RT instance under https only. I just noticed a small > >> issue - when you're looking at a ticket, the links for a requestor's > >> other tickets are non-https (http://...). On our system, that leads to > >> a 404. Other links in the ticket (creating links, last ticket > >> transaction, etc) all properly go to https://... > > > > This does look to be a bug; I'll bounce your mail into the > > issues.bestpractical.com to track it. > > - Alex > > Playing around with a 4.0.0 test clone of a 3.8.10 RT instance I noticed > the same thing, both for the requestor's other tickets links and for > the related tickets links. > Then I noticed that the 3.8.10 instance also exhibits the same > behaviour, only it was > masqueraded by the web server doing HTTP to HTTPS redirection :-} > > Cheers, Stoned. > -- 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 ruz at bestpractical.com Fri May 6 10:30:57 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 6 May 2011 18:30:57 +0400 Subject: [rt-users] HTTP/HTTPS bug in 4.0? In-Reply-To: References: <4DC1A8B9.6010307@astro.as.utexas.edu> <1304538559.10976.1482.camel@kohr-ah> Message-ID: Hi, Set WebDomain, WebPath and WebPort properly. In simple case (like yours) you shouldn't set WebBaseURL (it's WebBaseURL, not WebBasedURL). Don't know what you found on the wiki, but information is probably out of date. On Fri, May 6, 2011 at 5:17 PM, Mike Johnson wrote: > Hi everyone, > > I notice this in our 3.8.10 instance of RT as well. Our redirection of all > traffic to https picks it up and you continue to browse on port 443. > > Ruslan mentions that it is a config issue, > > Searching the Wiki and RT_Config.pm, I found that > > Set($WebBasedURL, 'https://yourrtinstance.com'); > > Is what you need to set to ensure your links are formed correctly. > > I've tested, works as expected. > > Thanks! > Mike. > > > > > On Wed, May 4, 2011 at 5:06 PM, Stoned Elipot > wrote: >> >> Hi, >> >> On Wed, May 4, 2011 at 9:49 PM, Alex Vandiver >> wrote: >> > On Wed, 2011-05-04 at 14:27 -0500, Dario Landazuri wrote: >> >> We are running an RT instance under https only. ?I just noticed a small >> >> issue - when you're looking at a ticket, the links for a requestor's >> >> other tickets are non-https (http://...). ?On our system, that leads to >> >> a 404. ?Other links in the ticket (creating links, last ticket >> >> transaction, etc) all properly go to https://... >> > >> > This does look to be a bug; I'll bounce your mail into the >> > issues.bestpractical.com to track it. >> > ?- Alex >> >> Playing around with a 4.0.0 test clone of a 3.8.10 RT instance I noticed >> the same thing, both for the requestor's other tickets links and for >> the related tickets links. >> Then I noticed that the 3.8.10 instance also exhibits the same >> behaviour, only it was >> masqueraded by the web server doing HTTP to HTTPS redirection :-} >> >> Cheers, Stoned. > > > > -- > 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 > -- Best regards, Ruslan. From joosepm at gmail.com Fri May 6 11:11:08 2011 From: joosepm at gmail.com (Joosep) Date: Fri, 6 May 2011 18:11:08 +0300 Subject: [rt-users] Time fields in days In-Reply-To: References: Message-ID: Hi! Thanks for the info Kenneth i will look into it further. Joosep On Thu, May 5, 2011 at 5:43 PM, Kenneth Crocker wrote: > Joosep, > > I would think the DB changes ARE necessary. If you don't define the field > with 3 decimal positions, then it would always round up or down and you'd > gain/lose a lot of time. We didn't like the option of hours or minutes, so I > removed the top-down choice. Since we offered hours in the form of .125 > days, we felt that should be sufficient. We didn't know of ANYONE in our > organization that would project time estimates in hours or minutes. Most > projects involve many, many man-days. > > Anyway, that was our thinking. > > Kenn > > > On Thu, May 5, 2011 at 7:06 AM, Joosep wrote: > >> Thanks for the reply Kenneth, >> >> Is the database modification also necessary in order it to work, or should >> it work with just the modifications in the file local/html/Elements/SelectTimeUnits >> ? >> >> Implementing the code from that thread so far only seem to give the >> possibility to select days from the dropdown menu when using for example >> "time estimated" field in the ticket basics, but seem to lack the math. At >> least in RT 3.8.10. When inserting some value in hours, RT automatically >> converts the inserted value into minutes(for example inserting 2 hours >> results after save 120 minutes). When inserting for example 5 hours, after >> the save, it results in 5 minutes. >> I'm not very familiar with perl, but it seems that these rows should be >> responsible for the math: >> > % my $selected = 'minutes'; >> > % $selected = 'hours' if $minutes > 60; >> > % $selected = 'days' if $minutes > 480; >> >> But they don't seem to do it. Maybe the math has moved since then or i'm >> doing something wrong. >> I would be grateful for any pointers and hints where to look. >> >> Thanks in advance >> Joosep >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From raphael.mouneyres at sagemcom.com Fri May 6 11:33:27 2011 From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=) Date: Fri, 6 May 2011 17:33:27 +0200 Subject: [rt-users] ticket depends on external URI Message-ID: <15446_1304696010_4DC414CA_15446_387_1_OF1F6488D4.F804EC60-ONC1257888.0054CC7F-C1257888.005575C5@sagemcom.com> Hi, i have two RT 3.8.8 instances running on two different servers with ip such as 10.20.130.10 and 10.20.130.11 the first RT has Set($Organization, 'serverone.mydomain') Set($WebBaseURL, 'http://serverone.mydomain') the second RT has Set($Organization, "servertwo.mydomain') Set($WebBaseURL, 'http://servertwo.mydomain') when on the first instance i try to create a depenence toward a ticket on the other instance with the following address : fsck.com-rt://servertwo/ticket/51 it says "cannot convert fsck.com-rt://servertwo/ticket/51 to a URI" what am i missing here ? is such a thing possible ? 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 fgil at mpcsys.com Fri May 6 12:12:29 2011 From: fgil at mpcsys.com (Fidel S. Gil) Date: Fri, 6 May 2011 11:42:29 -0430 Subject: [rt-users] rich mail format is enabled, but it does not display the color change of fonts or images in the mails Message-ID: Good Day I have been fiddling with Request Tracker RT 3.8.7 on fedora core 13, for a while and I have a minor problem that seems to be on the configuration side of things. I have installed the rt3 with yum from the fedora repos, so all options are the default, I have configured the sendmail program to send the mail to an exchange server that it uses as both destination and relay for mail which is outgoing, tested the sendmail and I can receive the most simple mail on any account both internal and external, now for receiving I have setup an e-mail address in the exchange server that can be reached by imap to store the mails, I have configured fetchmail for the task of reading the mails but leave the copy in the exchange server. And the thing works wonderfully I now have a fully functional RT. Now the problem arises from the fact that those who create email tickets want to see the e-mails that create the tickets just like they would see them on any mail interface or program (gmail, yahoo, outlook, thunderbird) on the RT interface ticket screen. I Thought that the answer would be with the MaxInline, PreferRichText, ShowTransactionImages. Although they do modify the format of how my received mail are viewed from simple html to more refined ways, they do not complete the job. The color fonts and images embedded are not being displayed. I Don?t know if the problem could be on the fetchmail, the apache or the RT itself. Any Help is very much appreciated and Thanks in advance FG Fight With honor and valor, as long as you are with them you will never be truly defeated -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.johnson at nosm.ca Fri May 6 13:55:53 2011 From: mike.johnson at nosm.ca (Mike Johnson) Date: Fri, 6 May 2011 13:55:53 -0400 Subject: [rt-users] HTTP/HTTPS bug in 4.0? In-Reply-To: References: <4DC1A8B9.6010307@astro.as.utexas.edu> <1304538559.10976.1482.camel@kohr-ah> Message-ID: Hi, First, apparently I typed it wrong in the config.(added the 'd' to it). The Wiki (http://requesttracker.wikia.com/wiki/ManualInstallation) says " $WebBaseURL = "http://not.configured:80 "; A variable used to help RT construct URLsthat point back to RT. $ WebBaseURLis the base of the URL. it should usually include the scheme, the host, and the port if non-standard. " That is what led me to the suggestion of setting WebBaseURL.(by the way I tested WebBasedURL as well... that actually works,) although both of these are probably not recommended :D as stated by Ruslan. I then removed the above and set WebPort to 443. Based on Ruslan's comment, this sounds like the recommended way of doing it :D Thanks Ruslan. On Fri, May 6, 2011 at 10:30 AM, Ruslan Zakirov wrote: > Hi, > > Set WebDomain, WebPath and WebPort properly. In simple case (like > yours) you shouldn't set WebBaseURL (it's WebBaseURL, not > WebBasedURL). Don't know what you found on the wiki, but information > is probably out of date. > > On Fri, May 6, 2011 at 5:17 PM, Mike Johnson wrote: > > Hi everyone, > > > > I notice this in our 3.8.10 instance of RT as well. Our redirection of > all > > traffic to https picks it up and you continue to browse on port 443. > > > > Ruslan mentions that it is a config issue, > > > > Searching the Wiki and RT_Config.pm, I found that > > > > Set($WebBasedURL, 'https://yourrtinstance.com'); > > > > Is what you need to set to ensure your links are formed correctly. > > > > I've tested, works as expected. > > > > Thanks! > > Mike. > > > > > > > > > > On Wed, May 4, 2011 at 5:06 PM, Stoned Elipot > > wrote: > >> > >> Hi, > >> > >> On Wed, May 4, 2011 at 9:49 PM, Alex Vandiver > > >> wrote: > >> > On Wed, 2011-05-04 at 14:27 -0500, Dario Landazuri wrote: > >> >> We are running an RT instance under https only. I just noticed a > small > >> >> issue - when you're looking at a ticket, the links for a requestor's > >> >> other tickets are non-https (http://...). On our system, that leads > to > >> >> a 404. Other links in the ticket (creating links, last ticket > >> >> transaction, etc) all properly go to https://... > >> > > >> > This does look to be a bug; I'll bounce your mail into the > >> > issues.bestpractical.com to track it. > >> > - Alex > >> > >> Playing around with a 4.0.0 test clone of a 3.8.10 RT instance I noticed > >> the same thing, both for the requestor's other tickets links and for > >> the related tickets links. > >> Then I noticed that the 3.8.10 instance also exhibits the same > >> behaviour, only it was > >> masqueraded by the web server doing HTTP to HTTPS redirection :-} > >> > >> Cheers, Stoned. > > > > > > > > -- > > 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 > > > > > > -- > Best regards, Ruslan. > -- 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 mvoity at teljet.com Fri May 6 15:54:19 2011 From: mvoity at teljet.com (Voity, Michael T.) Date: Fri, 6 May 2011 15:54:19 -0400 Subject: [rt-users] 4.0 Upgrade error Message-ID: Hello, I have been following the recent threads on the 4.0 upgrade. It looks as if that the system I run will not fall into the bugs that everyone else has found. I did however get this error when trying to upgrade the database: DBI connect('dbname=rt4;host=localhost','rt_user',...) failed: Access denied for user 'rt_user'@'localhost' (using password: YES) at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106 Connect Failed Access denied for user 'rt_user'@'localhost' (using password: YES) at /opt/rt4/sbin/../lib/RT.pm line 164 What am i doing wrong? I don't have a DB of "rt4" I do have a user "rt_user" Do I need to edit the "rt-setup-database" file to change things around? my upgrade from 3.8.7 to 3.8.9-> 3.8.10 went just fine months ago.... Please point me in the right direction. Regards, -- Michael T. Voity TelJet Longhaul LLC From Johan.Sjoberg at deltamanagement.se Fri May 6 16:02:26 2011 From: Johan.Sjoberg at deltamanagement.se (=?utf-8?B?Sm9oYW4gU2rDtmJlcmc=?=) Date: Fri, 6 May 2011 20:02:26 +0000 Subject: [rt-users] 4.0 Upgrade error In-Reply-To: References: Message-ID: Verify the database settings in /opt/rt4/etc/RT_SiteConfig.pm are correct. You can probably just copy your old RT_SiteConfig.pm from your rt3 installation. /Johan -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Voity, Michael T. Sent: den 6 maj 2011 21:54 To: rt-users at lists.bestpractical.com Subject: [rt-users] 4.0 Upgrade error Hello, I have been following the recent threads on the 4.0 upgrade. It looks as if that the system I run will not fall into the bugs that everyone else has found. I did however get this error when trying to upgrade the database: DBI connect('dbname=rt4;host=localhost','rt_user',...) failed: Access denied for user 'rt_user'@'localhost' (using password: YES) at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106 Connect Failed Access denied for user 'rt_user'@'localhost' (using password: YES) at /opt/rt4/sbin/../lib/RT.pm line 164 What am i doing wrong? I don't have a DB of "rt4" I do have a user "rt_user" Do I need to edit the "rt-setup-database" file to change things around? my upgrade from 3.8.7 to 3.8.9-> 3.8.10 went just fine months ago.... Please point me in the right direction. Regards, -- Michael T. Voity TelJet Longhaul LLC From mvoity at teljet.com Fri May 6 16:26:06 2011 From: mvoity at teljet.com (Voity, Michael T.) Date: Fri, 6 May 2011 16:26:06 -0400 Subject: [rt-users] 4.0 Upgrade error In-Reply-To: References: Message-ID: Well I got a little bit farther... Now i got this error message... [Fri May 6 20:23:39 2011] [crit]: Can't locate RT/FM.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at /opt/rt4/sbin/../lib/RT.pm line 652, line 4. (/opt/rt4/sbin/../lib/RT.pm:340) Can't locate RT/FM.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at /opt/rt4/sbin/../lib/RT.pm line 652, line 4. Now I'm lost... On Fri, May 6, 2011 at 4:02 PM, Johan Sj?berg wrote: > Verify the database settings in /opt/rt4/etc/RT_SiteConfig.pm are correct. You can probably just copy your old RT_SiteConfig.pm from your rt3 installation. > > /Johan > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Voity, Michael T. > Sent: den 6 maj 2011 21:54 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] 4.0 Upgrade error > > Hello, > > I have been following the recent threads on the 4.0 upgrade. ? It > looks as if that the system I run will not fall into the bugs that everyone else has found. > > I did however get this error when trying to upgrade the database: > > DBI connect('dbname=rt4;host=localhost','rt_user',...) failed: Access denied for user 'rt_user'@'localhost' (using password: YES) at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106 Connect Failed Access denied for user 'rt_user'@'localhost' (using > password: YES) > ?at /opt/rt4/sbin/../lib/RT.pm line 164 > > What am i doing wrong? > > > I don't have a DB of "rt4" > I do have a user "rt_user" > > Do I need to edit the "rt-setup-database" file ?to change things around? > > my upgrade from 3.8.7 to 3.8.9-> 3.8.10 went just fine months ago.... > > Please point me in the right direction. > > Regards, > -- > Michael T. Voity > TelJet Longhaul LLC > -- Michael T. Voity Network Engineer TelJet Longhaul LLC 45 Krupp Drive Williston, VT 05495 D:(802) 922-9507 F:(802) 264-3003 C:(802) 316-9110 E:mvoity at teljet.com From ruz at bestpractical.com Fri May 6 16:34:22 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 7 May 2011 00:34:22 +0400 Subject: [rt-users] 4.0 Upgrade error In-Reply-To: References: Message-ID: Drop RTFM from @Plugins. On Sat, May 7, 2011 at 12:26 AM, Voity, Michael T. wrote: > Well I got a little bit farther... > > Now i got this error message... > > [Fri May ?6 20:23:39 2011] [crit]: Can't locate RT/FM.pm in @INC (@INC > contains: /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib > /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl > /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) > at /opt/rt4/sbin/../lib/RT.pm line 652, line 4. > (/opt/rt4/sbin/../lib/RT.pm:340) > Can't locate RT/FM.pm in @INC (@INC contains: > /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib > /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl > /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) > at /opt/rt4/sbin/../lib/RT.pm line 652, line 4. > > > Now I'm lost... > > On Fri, May 6, 2011 at 4:02 PM, Johan Sj?berg > wrote: >> Verify the database settings in /opt/rt4/etc/RT_SiteConfig.pm are correct. You can probably just copy your old RT_SiteConfig.pm from your rt3 installation. >> >> /Johan >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Voity, Michael T. >> Sent: den 6 maj 2011 21:54 >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] 4.0 Upgrade error >> >> Hello, >> >> I have been following the recent threads on the 4.0 upgrade. ? It >> looks as if that the system I run will not fall into the bugs that everyone else has found. >> >> I did however get this error when trying to upgrade the database: >> >> DBI connect('dbname=rt4;host=localhost','rt_user',...) failed: Access denied for user 'rt_user'@'localhost' (using password: YES) at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106 Connect Failed Access denied for user 'rt_user'@'localhost' (using >> password: YES) >> ?at /opt/rt4/sbin/../lib/RT.pm line 164 >> >> What am i doing wrong? >> >> >> I don't have a DB of "rt4" >> I do have a user "rt_user" >> >> Do I need to edit the "rt-setup-database" file ?to change things around? >> >> my upgrade from 3.8.7 to 3.8.9-> 3.8.10 went just fine months ago.... >> >> Please point me in the right direction. >> >> Regards, >> -- >> Michael T. Voity >> TelJet Longhaul LLC >> > > > > -- > Michael T. Voity > Network Engineer > TelJet Longhaul LLC > 45 Krupp Drive > Williston, VT 05495 > D:(802) 922-9507 > F:(802) 264-3003 > C:(802) 316-9110 > E:mvoity at teljet.com > -- Best regards, Ruslan. From alexmv at bestpractical.com Fri May 6 16:39:42 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 06 May 2011 16:39:42 -0400 Subject: [rt-users] 4.0 Upgrade error In-Reply-To: References: Message-ID: <1304714382.12710.3.camel@kohr-ah> On Fri, 2011-05-06 at 16:26 -0400, Voity, Michael T. wrote: > Well I got a little bit farther... > > Now i got this error message... The solution to this, among other things, is documented in docs/UPGRADING-4.0 Please read the general upgrading instructions in README, as well as docs/UPGRADING-4.0 (which the README also points you at). - Alex From mvoity at teljet.com Fri May 6 16:58:14 2011 From: mvoity at teljet.com (Voity, Michael T.) Date: Fri, 6 May 2011 16:58:14 -0400 Subject: [rt-users] 4.0 Upgrade error In-Reply-To: <1304714382.12710.3.camel@kohr-ah> References: <1304714382.12710.3.camel@kohr-ah> Message-ID: I went back and re-did my install into the /opt/rt3 went better this time and got to upgrade db... now when i bounced the htttpd i get this error: Can't load Perl file: /opt/rt3/bin/webmux.pl The file is there... odd? On Fri, May 6, 2011 at 4:39 PM, Alex Vandiver wrote: > On Fri, 2011-05-06 at 16:26 -0400, Voity, Michael T. wrote: >> Well I got a little bit farther... >> >> Now i got this error message... > > The solution to this, among other things, is documented in > docs/UPGRADING-4.0 ?Please read the general upgrading instructions in > README, as well as docs/UPGRADING-4.0 (which the README also points you > at). > ?- Alex > > -- Michael T. Voity Network Engineer TelJet Longhaul LLC 45 Krupp Drive Williston, VT 05495 D:(802) 922-9507 F:(802) 264-3003 C:(802) 316-9110 E:mvoity at teljet.com From trs at bestpractical.com Fri May 6 17:01:04 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 06 May 2011 17:01:04 -0400 Subject: [rt-users] 4.0 Upgrade error In-Reply-To: References: <1304714382.12710.3.camel@kohr-ah> Message-ID: <4DC46190.4060005@bestpractical.com> On 05/06/2011 04:58 PM, Voity, Michael T. wrote: > I went back and re-did my install into the /opt/rt3 > > went better this time and got to upgrade db... > > now when i bounced the htttpd i get this error: > > Can't load Perl file: /opt/rt3/bin/webmux.pl > > The file is there... > > odd? Please actually read the README and UPGRADING documents, as well as docs/web_deployment.pod. They explain why you shouldn't install 4.0.0 into /opt/rt3. They also explain why you shouldn't be trying to use webmux.pl. Thomas From yan at seiner.com Fri May 6 18:30:54 2011 From: yan at seiner.com (Yan Seiner) Date: Fri, 6 May 2011 15:30:54 -0700 (PDT) Subject: [rt-users] Radio button or yes/no custom field Message-ID: I'm using 3.8.1. Is there any way to create a checkbox or a yes/no custom field with a default to 'no'? "Select one value" doesn't do it as it always presents a third choice '-' and the window is 5 lines. The autocomplete doesn't quite do it. I just need a checkbox to flag a ticket a certain way. -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln From yan at seiner.com Fri May 6 18:41:39 2011 From: yan at seiner.com (Yan Seiner) Date: Fri, 6 May 2011 15:41:39 -0700 (PDT) Subject: [rt-users] Radio button or yes/no custom field In-Reply-To: References: Message-ID: <85a4d78ef504fcbfdb62f5e3bc43675e.squirrel@mail.seiner.com> On Fri, May 6, 2011 3:30 pm, Yan Seiner wrote: > I'm using 3.8.1. Is there any way to create a checkbox or a yes/no custom > field with a default to 'no'? > > I just need a checkbox to flag a ticket a certain way. Never mind; found the extension right after I posted. -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln From jwh83 at nau.edu Fri May 6 18:54:57 2011 From: jwh83 at nau.edu (Jonah Hirsch) Date: Fri, 6 May 2011 15:54:57 -0700 Subject: [rt-users] Very high Apache CPU usage after upgrading to 4.0.0 Message-ID: After updating to 4.0.0, apache will sometimes spawn a process that uses 100% cpu usage for a few seconds, and noticeably slows down the entire system. What could be causing this, and what would the best course of action to debug it be? I've tried a clean install (with my custom config, but no plugins) which also has the same issue. 100% cpu usage from Apache, causing the system to screech to a halt. Apache 2.2.14 (Ubuntu) The only thing I'm getting logged is the following warning: Unable to recognise encoding of this document at /usr/share/perl5/XML/SAX/PurePerl/EncodingDetect.pm line 100. (/usr/share/perl5/XML/SAX/PurePerl/EncodingDetect.pm:100) ----------------------- Jonah Hirsch -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Sat May 7 09:19:17 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 7 May 2011 17:19:17 +0400 Subject: [rt-users] Very high Apache CPU usage after upgrading to 4.0.0 In-Reply-To: References: Message-ID: Hello, RT doesn't use SAX parsers directly. So it would be helpful to see backtrace. Also, XML::SAX can use multiple parser and PurePerl is not that fast. Install XML::LibXML::SAX::Parser to get faster version. Run the following command to see list of parsers XML::SAX is configured to use: perl -MData::Dumper -MXML::SAX -e 'print Dumper( XML::SAX->parsers );' On Sat, May 7, 2011 at 2:54 AM, Jonah Hirsch wrote: > After updating to 4.0.0, apache will sometimes spawn a process that uses > 100% cpu usage for a few seconds, and?noticeably?slows down the entire > system. > What could be causing this, and what would the best course of action to > debug it be? > I've tried a clean install (with my custom config, but no plugins) which > also has the same issue. 100% cpu usage from Apache, causing the system to > screech to a halt. > Apache 2.2.14 (Ubuntu) > The only thing I'm getting logged is the following warning: > > Unable to recognise encoding of this document at > /usr/share/perl5/XML/SAX/PurePerl/EncodingDetect.pm line 100. > (/usr/share/perl5/XML/SAX/PurePerl/EncodingDetect.pm:100) > > ----------------------- > Jonah Hirsch > -- Best regards, Ruslan. From sk at net-lab.net Mon May 9 03:22:14 2011 From: sk at net-lab.net (Sven Kloe) Date: Mon, 09 May 2011 09:22:14 +0200 Subject: [rt-users] iCal feed for reminders Message-ID: <1304925735.30254.22.camel@sk-office> Hi, how can I create an iCal feed for reminders? The only way I founf for creating iCal feeds is for searches (and I didn't find a way to get the reminder in the search result). regards, Sven From howie at thingy.com Mon May 9 05:30:03 2011 From: howie at thingy.com (Howard Jones) Date: Mon, 09 May 2011 10:30:03 +0100 Subject: [rt-users] Documenting RT Queue configs? Message-ID: <4DC7B41B.9090805@thingy.com> Our RT instance has suddenly gained some interest within the company, and I'm trying to keep on top of which queues exist, who can see them, who can alter tickets in them and so on... To that end, I started writing a perl script to produce an HTML report of how Queues are configured - who is a watcher, what the correspondence address is, and most importantly the permissions. I'd like to be able to present that information with the context of the groups people are members of, so it's obvious that a whole block of people are affected by the same group membership (I try to avoid giving single users special permissions): ModifyTicket: User1 User2 Group1: Group2: User3 User4 User5 Before I dig into GroupMembers and figure it out, does such a thing already exist? It seems like it'd be quite useful... RightsMatrix does it from the point of view of a User, but not a Queue. Thanks in advance for any pointers, Howie From aseim.safaya at zf-uk.com Mon May 9 06:17:31 2011 From: aseim.safaya at zf-uk.com (aseim99) Date: Mon, 9 May 2011 03:17:31 -0700 (PDT) Subject: [rt-users] Old RT and New RT ? Message-ID: <31558446.post@talk.nabble.com> Hello we have an old RT , i think its 3.6 . Now we are planing on deploying new one i.e 3.8. My question is that we will like old tickets to still go to old rt system and any tickets above 10,000 id number will go to new system. So in essence the mail gateway or something else ? will forward tickets having id number less that 10,000 to the old rt and anything above that will go to new rt with new queues on new rt. Then after some time we will disable the old system and only new one will be there , this is to avoid any downtime. RT is a brilliant system and we are looking to use it more , but this needs to be possible or my manager wont go ahead with the new system. Any suggestions and helps much appreciated. Cheers -- View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31558446.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From johnp at fmgsupport.com Mon May 9 08:50:11 2011 From: johnp at fmgsupport.com (John Parker) Date: Mon, 9 May 2011 12:50:11 +0000 Subject: [rt-users] RT 4.0 and IE9 Message-ID: Hi, Beg to report that the new menu structure in RT4 requires IE9 to run in compatibility mode (at least for me.) and the colour wheel on the custom Theme page is not visible in either mode. (using FreeBSD 8.2 / Apache 2.2 / Fastcgi) Regards John John Parker IT Services Manager FMG Support Ltd FMG House, St Andrews Road, Huddersfield. HD1 6NA T:0844 243 8819 F:0844 243 8889 M:07984 424738 E:johnp at fmgsupport.com FMG Support is committed to reducing its impact on the environment. Please don't print this email unless absolutely necessary. Have you been impressed by one of our people? If so, we'd love to hear about it. You can nominate someone for a Spirit 2011 award by emailing spirit at fmgsupport.com. FMG Support Ltd. Registered in England. No. 3813859. Registered office: FMG House, St Andrews Road, Huddersfield, HD1 6NA. Tel: 0844 243 8888 Email: info at fmgsupport.com. If you have received this e-mail in error, please contact support at fmgsupport.com and delete it from your mailbox. Outbound Message checked by Websense Mail Control. -------------- next part -------------- An HTML attachment was scrubbed... URL: From knarrj at gsicommerce.com Mon May 9 09:34:38 2011 From: knarrj at gsicommerce.com (Joshua Knarr) Date: Mon, 09 May 2011 09:34:38 -0400 Subject: [rt-users] Duplicate Key Name? Message-ID: <1304948078.2763.2.camel@barley.gsicommerce.com> Hi all, I'm attempting to upgrade from RT 3.4.5 to RT 4. I am getting: Processing 3.7.81 Now populating database schema. [Mon May 9 13:30:38 2011] [crit]: DBD::mysql::st execute failed: Duplicate key name 'CachedGroupMembers3' at /opt/rt4/sbin/../lib/RT/Handle.pm line 503. (/opt/rt4/sbin/../lib/RT.pm:340) DBD::mysql::st execute failed: Duplicate key name 'CachedGroupMembers3' at /opt/rt4/sbin/../lib/RT/Handle.pm line 503. I dropped the RT4 table to see if it was cruft, but nothings changed. I'm running MySQL 5.1.42 on a redhat 5.4 box. -- Joshua Knarr knarrj at gsicommerce.com Desk: 610-491-7110 Mobi: 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 May 9 10:16:34 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 9 May 2011 10:16:34 -0400 Subject: [rt-users] iCal feed for reminders In-Reply-To: <1304925735.30254.22.camel@sk-office> References: <1304925735.30254.22.camel@sk-office> Message-ID: <20110509141634.GF1000@jibsheet.com> On Mon, May 09, 2011 at 09:22:14AM +0200, Sven Kloe wrote: > how can I create an iCal feed for reminders? > The only way I founf for creating iCal feeds is for searches (and I > didn't find a way to get the reminder in the search result). Try searching for type = 'reminder' -------------- 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 May 9 10:17:26 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 9 May 2011 10:17:26 -0400 Subject: [rt-users] Old RT and New RT ? In-Reply-To: <31558446.post@talk.nabble.com> References: <31558446.post@talk.nabble.com> Message-ID: <20110509141726.GG1000@jibsheet.com> On Mon, May 09, 2011 at 03:17:31AM -0700, aseim99 wrote: > > Hello we have an old RT , i think its 3.6 . Now we are planing on deploying > new one i.e 3.8. > My question is that we will like old tickets to still go to old rt system > and any tickets above 10,000 id number will go to new system. So in essence > the mail gateway or something else ? will forward tickets having id number > less that 10,000 to the old rt and anything above that will go to new rt > with new queues on new rt. Then after some time we will disable the old > system and only new one will be there , this is to avoid any downtime. > RT is a brilliant system and we are looking to use it more , but this needs > to be possible or my manager wont go ahead with the new system. > Any suggestions and helps much appreciated. Sounds like you want procmail or some other mail filtering software to pick the appropriate mailgate incant -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 May 9 10:19:22 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 9 May 2011 10:19:22 -0400 Subject: [rt-users] Duplicate Key Name? In-Reply-To: <1304948078.2763.2.camel@barley.gsicommerce.com> References: <1304948078.2763.2.camel@barley.gsicommerce.com> Message-ID: <20110509141922.GH1000@jibsheet.com> On Mon, May 09, 2011 at 09:34:38AM -0400, Joshua Knarr wrote: > I am getting: > Processing 3.7.81 > Now populating database schema. > [Mon May 9 13:30:38 2011] [crit]: DBD::mysql::st execute failed: Duplicate key name > 'CachedGroupMembers3' at /opt/rt4/sbin/../lib/RT/Handle.pm line 503. > (/opt/rt4/sbin/../lib/RT.pm:340) > DBD::mysql::st execute failed: Duplicate key name 'CachedGroupMembers3' at > /opt/rt4/sbin/../lib/RT/Handle.pm line 503. > > I dropped the RT4 table to see if it was cruft, but nothings changed. I'm running MySQL 5.1.42 > on a redhat 5.4 box. Did you make your own CachedGroupMembers3 at some point? If so, you can skip 3.7.81 if you're defining the same index. If you defined a site-specific index with different values, you probably want to rename it so you get our index -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 May 9 10:21:34 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 9 May 2011 10:21:34 -0400 Subject: [rt-users] ticket depends on external URI In-Reply-To: <15446_1304696010_4DC414CA_15446_387_1_OF1F6488D4.F804EC60-ONC1257888.0054CC7F-C1257888.005575C5@sagemcom.com> References: <15446_1304696010_4DC414CA_15446_387_1_OF1F6488D4.F804EC60-ONC1257888.0054CC7F-C1257888.005575C5@sagemcom.com> Message-ID: <20110509142134.GI1000@jibsheet.com> On Fri, May 06, 2011 at 05:33:27PM +0200, Rapha?l MOUNEYRES wrote: > Hi, > > i have two RT 3.8.8 instances running on two different servers with ip such as 10.20.130.10 > and 10.20.130.11 > > the first RT has > Set($Organization, 'serverone.mydomain') > Set($WebBaseURL, 'http://serverone.mydomain') > the second RT has > Set($Organization, "servertwo.mydomain') > Set($WebBaseURL, 'http://servertwo.mydomain') > > when on the first instance i try to create a depenence toward a ticket on the other instance > with the following address : > fsck.com-rt://servertwo/ticket/51 > it says > "cannot convert fsck.com-rt://servertwo/ticket/51 to a URI" > > what am i missing here ? is such a thing possible ? ticket links are fsck.com-rt://$Organization/ticket/id and as you've discovered, RT will fail to parse links that don't match the current Organization. If you want to cross link tickets, you want to just be making normal http links to an external ticket. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jbaker at wgm.us Mon May 9 10:25:10 2011 From: jbaker at wgm.us (Jon Baker) Date: Mon, 9 May 2011 09:25:10 -0500 Subject: [rt-users] Old RT and New RT ? In-Reply-To: References: Message-ID: It would definitely be easier if you just upgraded your current RT and phased out the old queues; I'm not sure exactly what benefit doing what you describe would bring. That said, to do what you ask I would probably suggest that you set up the new system with different e-mail addresses for the mailgate (i.e. the old system would be rt-reply/rt-comment, you can have rt-reply-new and rt-comment-new or something more creative to send tickets to the new RT). Then, in your new RT, set the auto-increment value for the ticket id to 10000 and any tickets created will start with ID 10000. On May 9, 2011, at 9:17 AM, rt-users-request at lists.bestpractical.com wrote: > Hello we have an old RT , i think its 3.6 . Now we are planing on deploying > new one i.e 3.8. > My question is that we will like old tickets to still go to old rt system > and any tickets above 10,000 id number will go to new system. So in essence > the mail gateway or something else ? will forward tickets having id number > less that 10,000 to the old rt and anything above that will go to new rt > with new queues on new rt. Then after some time we will disable the old > system and only new one will be there , this is to avoid any downtime. > RT is a brilliant system and we are looking to use it more , but this needs > to be possible or my manager wont go ahead with the new system. > Any suggestions and helps much appreciated. > Cheers -- Jon Baker Systems Administrator Church on the Move 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to legal privilege. If you are not the intended recipient of this message, you may not review, disclose, print, copy or disseminate this information. If you have received this in error, please reply and notify the sender (only) and delete the message. Unauthorized interception of this e-mail is a violation of federal criminal law. From sk at net-lab.net Mon May 9 11:09:59 2011 From: sk at net-lab.net (Sven Kloe) Date: Mon, 09 May 2011 17:09:59 +0200 Subject: [rt-users] iCal feed for reminders In-Reply-To: <20110509141634.GF1000@jibsheet.com> References: <1304925735.30254.22.camel@sk-office> <20110509141634.GF1000@jibsheet.com> Message-ID: <1304953799.30254.26.camel@sk-office> Am Montag, den 09.05.2011, 10:16 -0400 schrieb Kevin Falcone: > On Mon, May 09, 2011 at 09:22:14AM +0200, Sven Kloe wrote: > > how can I create an iCal feed for reminders? > > The only way I founf for creating iCal feeds is for searches (and I > > didn't find a way to get the reminder in the search result). > > Try searching for type = 'reminder' I go to "new search" but there isn't any entry with "reminder" I am using RT 4. From aseim.safaya at zf-uk.com Mon May 9 11:14:12 2011 From: aseim.safaya at zf-uk.com (aseim99) Date: Mon, 9 May 2011 08:14:12 -0700 (PDT) Subject: [rt-users] Old RT and New RT ? In-Reply-To: <20110509141726.GG1000@jibsheet.com> References: <31558446.post@talk.nabble.com> <20110509141726.GG1000@jibsheet.com> Message-ID: <31577676.post@talk.nabble.com> Thanks . Will loot into procmail and let you know the result. Kevin Falcone-2 wrote: > > On Mon, May 09, 2011 at 03:17:31AM -0700, aseim99 wrote: >> >> Hello we have an old RT , i think its 3.6 . Now we are planing on >> deploying >> new one i.e 3.8. >> My question is that we will like old tickets to still go to old rt system >> and any tickets above 10,000 id number will go to new system. So in >> essence >> the mail gateway or something else ? will forward tickets having id >> number >> less that 10,000 to the old rt and anything above that will go to new rt >> with new queues on new rt. Then after some time we will disable the old >> system and only new one will be there , this is to avoid any downtime. >> RT is a brilliant system and we are looking to use it more , but this >> needs >> to be possible or my manager wont go ahead with the new system. >> Any suggestions and helps much appreciated. > > Sounds like you want procmail or some other mail filtering software > to pick the appropriate mailgate incant > > -kevin > > > -- View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31577676.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Mon May 9 11:21:52 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 9 May 2011 11:21:52 -0400 Subject: [rt-users] iCal feed for reminders In-Reply-To: <1304953799.30254.26.camel@sk-office> References: <1304925735.30254.22.camel@sk-office> <20110509141634.GF1000@jibsheet.com> <1304953799.30254.26.camel@sk-office> Message-ID: <20110509152152.GJ1000@jibsheet.com> On Mon, May 09, 2011 at 05:09:59PM +0200, Sven Kloe wrote: > Am Montag, den 09.05.2011, 10:16 -0400 schrieb Kevin Falcone: > > On Mon, May 09, 2011 at 09:22:14AM +0200, Sven Kloe wrote: > > > how can I create an iCal feed for reminders? > > > The only way I founf for creating iCal feeds is for searches (and I > > > didn't find a way to get the reminder in the search result). > > > > Try searching for type = 'reminder' > > I go to "new search" but there isn't any entry with "reminder" > I am using RT 4. Click on Advanced and try searching for type = 'reminder' -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From aseim.safaya at zf-uk.com Mon May 9 11:22:58 2011 From: aseim.safaya at zf-uk.com (aseim99) Date: Mon, 9 May 2011 08:22:58 -0700 (PDT) Subject: [rt-users] Old RT and New RT ? In-Reply-To: References: <31558446.post@talk.nabble.com> Message-ID: <31577738.post@talk.nabble.com> Hi, If we do upgrade the old system to new one then there will be some down time , which we can't afford . So the plan is to have a period of 2-3 months where any present tickets will continue to go to old system and any new tickets (given numbers from 10,000 and above ) will go to new system . The reason is there are tickets which are still open and if we have a new system only then if a client replys to that ticket , the new system will not pick it up. I know that it is possible to upgrade the present system to new one but like i said , we will like to test the new system side by side with old system to keep the rt going. We did that , set up new emails , auto increament from 10000. Thats ok for new tickets but wont cater for old tickets . What i was thinking is , if there is any inbuilt procedure in mail gateway of system to forward tickets to specific rt depending on the ticket number. I am new to linux and also only been understanding how rt works for the past 2 months . But since the order from top are to install new rt , i am in a helpless situation here so any help is greatly needed. Cheers Jon Baker-2 wrote: > > It would definitely be easier if you just upgraded your current RT and > phased out the old queues; I'm not sure exactly what benefit doing what > you describe would bring. > > That said, to do what you ask I would probably suggest that you set up the > new system with different e-mail addresses for the mailgate (i.e. the old > system would be rt-reply/rt-comment, you can have rt-reply-new and > rt-comment-new or something more creative to send tickets to the new RT). > Then, in your new RT, set the auto-increment value for the ticket id to > 10000 and any tickets created will start with ID 10000. > > On May 9, 2011, at 9:17 AM, rt-users-request at lists.bestpractical.com > wrote: > >> Hello we have an old RT , i think its 3.6 . Now we are planing on >> deploying >> new one i.e 3.8. >> My question is that we will like old tickets to still go to old rt system >> and any tickets above 10,000 id number will go to new system. So in >> essence >> the mail gateway or something else ? will forward tickets having id >> number >> less that 10,000 to the old rt and anything above that will go to new rt >> with new queues on new rt. Then after some time we will disable the old >> system and only new one will be there , this is to avoid any downtime. >> RT is a brilliant system and we are looking to use it more , but this >> needs >> to be possible or my manager wont go ahead with the new system. >> Any suggestions and helps much appreciated. >> Cheers > > -- > Jon Baker > Systems Administrator > Church on the Move > 1003 N 129th E Ave > Tulsa OK 74116 > (918) 234-5656 > > > > > CONFIDENTIALITY NOTICE: This transmission may be confidential and subject > to legal privilege. If you are not the intended recipient of this > message, you may not review, disclose, print, copy or disseminate this > information. If you have received this in error, please reply and notify > the sender (only) and delete the message. Unauthorized interception of > this e-mail is a violation of federal criminal law. > > -- View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31577738.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From trs at bestpractical.com Mon May 9 11:28:04 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 09 May 2011 11:28:04 -0400 Subject: [rt-users] 4.0 Upgrade error In-Reply-To: References: <1304714382.12710.3.camel@kohr-ah> <4DC46190.4060005@bestpractical.com> Message-ID: <4DC80804.3060601@bestpractical.com> Please keep responses on the mailing list. On 05/06/2011 09:43 PM, Voity, Michael T. wrote: > Thanks for the response. I did actually read the docs. I have gone > back over them with a fine tooth comb and can not figure out for the > life of we on where I would disable "webmux.pl" , "fastcgi" and > "mason_handler" The document docs/web_deployment.pod that I pointed you to gives examples of configurations to use for RT 4. None of them mention webmux.pl or mason_handler. You should start with one of the examples and adapt as necessary. Thomas From steve.anderson at bipsolutions.com Mon May 9 11:33:18 2011 From: steve.anderson at bipsolutions.com (Steve Anderson) Date: Mon, 9 May 2011 16:33:18 +0100 Subject: [rt-users] Old RT and New RT ? In-Reply-To: <31577738.post@talk.nabble.com> References: <31558446.post@talk.nabble.com> <31577738.post@talk.nabble.com> Message-ID: A lot depends on how you are getting the emails into RT. If you're doing it with just an alias and sendmail, you're going to have problems. On the other hand, if you're using procmail, or exim mail filtering, it shouldn't be /too/ hard to do. With procmail, I think you can use a regular expression to match the 1 to 4 numbers that make up the ticket number. Then have the rest redirect to the new instance. http://requesttracker.wikia.com/wiki/EmailInterface http://www.geertvanderploeg.com/node/rt_procmail.html http://www.perlcode.org/tutorials/procmail/regular_expressions.pod Steve Anderson -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of aseim99 Sent: 09 May 2011 16:23 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Old RT and New RT ? Hi, If we do upgrade the old system to new one then there will be some down time , which we can't afford . So the plan is to have a period of 2-3 months where any present tickets will continue to go to old system and any new tickets (given numbers from 10,000 and above ) will go to new system . The reason is there are tickets which are still open and if we have a new system only then if a client replys to that ticket , the new system will not pick it up. I know that it is possible to upgrade the present system to new one but like i said , we will like to test the new system side by side with old system to keep the rt going. We did that , set up new emails , auto increament from 10000. Thats ok for new tickets but wont cater for old tickets . What i was thinking is , if there is any inbuilt procedure in mail gateway of system to forward tickets to specific rt depending on the ticket number. I am new to linux and also only been understanding how rt works for the past 2 months . But since the order from top are to install new rt , i am in a helpless situation here so any help is greatly needed. Cheers Jon Baker-2 wrote: > > It would definitely be easier if you just upgraded your current RT and > phased out the old queues; I'm not sure exactly what benefit doing what > you describe would bring. > > That said, to do what you ask I would probably suggest that you set up the > new system with different e-mail addresses for the mailgate (i.e. the old > system would be rt-reply/rt-comment, you can have rt-reply-new and > rt-comment-new or something more creative to send tickets to the new RT). > Then, in your new RT, set the auto-increment value for the ticket id to > 10000 and any tickets created will start with ID 10000. > > On May 9, 2011, at 9:17 AM, rt-users-request at lists.bestpractical.com > wrote: > >> Hello we have an old RT , i think its 3.6 . Now we are planing on >> deploying >> new one i.e 3.8. >> My question is that we will like old tickets to still go to old rt system >> and any tickets above 10,000 id number will go to new system. So in >> essence >> the mail gateway or something else ? will forward tickets having id >> number >> less that 10,000 to the old rt and anything above that will go to new rt >> with new queues on new rt. Then after some time we will disable the old >> system and only new one will be there , this is to avoid any downtime. >> RT is a brilliant system and we are looking to use it more , but this >> needs >> to be possible or my manager wont go ahead with the new system. >> Any suggestions and helps much appreciated. >> Cheers > > -- > Jon Baker > Systems Administrator > Church on the Move > 1003 N 129th E Ave > Tulsa OK 74116 > (918) 234-5656 > > > > > CONFIDENTIALITY NOTICE: This transmission may be confidential and subject > to legal privilege. If you are not the intended recipient of this > message, you may not review, disclose, print, copy or disseminate this > information. If you have received this in error, please reply and notify > the sender (only) and delete the message. Unauthorized interception of > this e-mail is a violation of federal criminal law. > > -- View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31577738.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ______________________________________________ This email has been scanned by Netintelligence http://www.netintelligence.com/email BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. **************************************************************************** This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. **************************************************************************** From raphael.mouneyres at sagemcom.com Mon May 9 11:33:55 2011 From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=) Date: Mon, 9 May 2011 17:33:55 +0200 Subject: [rt-users] ticket depends on external URI In-Reply-To: <20110509142134.GI1000@jibsheet.com> Message-ID: <11898_1304955240_4DC80967_11898_37_1_OF44AC12B3.CEE68ACF-ONC125788B.0055288C-C125788B.005580E5@sagemcom.com> Kevin, thank you for your answer, i have done linking with http links as you mention it does work so i can click on the link and look at the ticket on the other server but it does not display the ticket status compared to an internal link, so a "depends on" links doesn't really work may it be possible to acheive this via normal http links ? Rapha?l Kevin Falcone Envoy? par : rt-users-bounces at lists.bestpractical.com 09/05/2011 16:22 Veuillez r?pondre ? rt-users at lists.bestpractical.com A rt-users at lists.bestpractical.com cc Objet Re: [rt-users] ticket depends on external URI On Fri, May 06, 2011 at 05:33:27PM +0200, Rapha?l MOUNEYRES wrote: > Hi, > > i have two RT 3.8.8 instances running on two different servers with ip such as 10.20.130.10 > and 10.20.130.11 > > the first RT has > Set($Organization, 'serverone.mydomain') > Set($WebBaseURL, 'http://serverone.mydomain') > the second RT has > Set($Organization, "servertwo.mydomain') > Set($WebBaseURL, 'http://servertwo.mydomain') > > when on the first instance i try to create a depenence toward a ticket on the other instance > with the following address : > fsck.com-rt://servertwo/ticket/51 > it says > "cannot convert fsck.com-rt://servertwo/ticket/51 to a URI" > > what am i missing here ? is such a thing possible ? ticket links are fsck.com-rt://$Organization/ticket/id and as you've discovered, RT will fail to parse links that don't match the current Organization. If you want to cross link tickets, you want to just be making normal http links to an external ticket. -kevin # " 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 jbaker at wgm.us Mon May 9 11:36:23 2011 From: jbaker at wgm.us (Jon Baker) Date: Mon, 9 May 2011 10:36:23 -0500 Subject: [rt-users] Old RT and New RT ? In-Reply-To: References: Message-ID: <08995525-DC59-4647-B043-1A2E88132EBB@wgm.us> I've never experienced any downtime (or at least not more than a minute or two) when upgrading RT, although I always do it after hours just in case. You run the install but it doesn't effect the running RT until you restart apache, so you do the upgrade, shut apache off, run the database update script (which takes all of 30 seconds), then start apache back up. You're only off-line for that brief time between when you shut apache off and then turn it back on. On May 9, 2011, at 10:28 AM, rt-users-request at lists.bestpractical.com wrote: > Hi, > If we do upgrade the old system to new one then there will be some down time > , which we can't afford . So the plan is to have a period of 2-3 months > where any present tickets will continue to go to old system and any new > tickets (given numbers from 10,000 and above ) will go to new system . The > reason is there are tickets which are still open and if we have a new system > only then if a client replys to that ticket , the new system will not pick > it up. I know that it is possible to upgrade the present system to new one > but like i said , we will like to test the new system side by side with old > system to keep the rt going. > We did that , set up new emails , auto increament from 10000. Thats ok for > new tickets but wont cater for old tickets . What i was thinking is , if > there is any inbuilt procedure in mail gateway of system to forward tickets > to specific rt depending on the ticket number. > I am new to linux and also only been understanding how rt works for the past > 2 months . But since the order from top are to install new rt , i am in a > helpless situation here so any help is greatly needed. > Cheers -- Jon Baker Systems Administrator Church on the Move 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to legal privilege. If you are not the intended recipient of this message, you may not review, disclose, print, copy or disseminate this information. If you have received this in error, please reply and notify the sender (only) and delete the message. Unauthorized interception of this e-mail is a violation of federal criminal law. From aseim.safaya at zf-uk.com Mon May 9 11:40:06 2011 From: aseim.safaya at zf-uk.com (aseim99) Date: Mon, 9 May 2011 08:40:06 -0700 (PDT) Subject: [rt-users] Old RT and New RT ? In-Reply-To: <08995525-DC59-4647-B043-1A2E88132EBB@wgm.us> References: <31558446.post@talk.nabble.com> <08995525-DC59-4647-B043-1A2E88132EBB@wgm.us> Message-ID: <31577876.post@talk.nabble.com> My manager has given this task to me and will agree to upgrade the present system for the fear that if something going wrong. So the solution he has agreed to is to do it side by side. So i have no say here unless its not possilble to do side by side working solution. Hope that explains my situation. Cheers Jon Baker-2 wrote: > > I've never experienced any downtime (or at least not more than a minute or > two) when upgrading RT, although I always do it after hours just in case. > You run the install but it doesn't effect the running RT until you restart > apache, so you do the upgrade, shut apache off, run the database update > script (which takes all of 30 seconds), then start apache back up. You're > only off-line for that brief time between when you shut apache off and > then turn it back on. > > On May 9, 2011, at 10:28 AM, rt-users-request at lists.bestpractical.com > wrote: > >> Hi, >> If we do upgrade the old system to new one then there will be some down >> time >> , which we can't afford . So the plan is to have a period of 2-3 months >> where any present tickets will continue to go to old system and any new >> tickets (given numbers from 10,000 and above ) will go to new system . >> The >> reason is there are tickets which are still open and if we have a new >> system >> only then if a client replys to that ticket , the new system will not >> pick >> it up. I know that it is possible to upgrade the present system to new >> one >> but like i said , we will like to test the new system side by side with >> old >> system to keep the rt going. >> We did that , set up new emails , auto increament from 10000. Thats ok >> for >> new tickets but wont cater for old tickets . What i was thinking is , if >> there is any inbuilt procedure in mail gateway of system to forward >> tickets >> to specific rt depending on the ticket number. >> I am new to linux and also only been understanding how rt works for the >> past >> 2 months . But since the order from top are to install new rt , i am in a >> helpless situation here so any help is greatly needed. >> Cheers > > -- > Jon Baker > Systems Administrator > Church on the Move > 1003 N 129th E Ave > Tulsa OK 74116 > (918) 234-5656 > > > > > CONFIDENTIALITY NOTICE: This transmission may be confidential and subject > to legal privilege. If you are not the intended recipient of this > message, you may not review, disclose, print, copy or disseminate this > information. If you have received this in error, please reply and notify > the sender (only) and delete the message. Unauthorized interception of > this e-mail is a violation of federal criminal law. > > -- View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31577876.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From knarrj at gsicommerce.com Mon May 9 11:42:05 2011 From: knarrj at gsicommerce.com (Joshua Knarr) Date: Mon, 09 May 2011 11:42:05 -0400 Subject: [rt-users] Duplicate Key Name? In-Reply-To: <20110509141922.GH1000@jibsheet.com> References: <1304948078.2763.2.camel@barley.gsicommerce.com> <20110509141922.GH1000@jibsheet.com> Message-ID: <1304955725.1760.3.camel@barley.gsicommerce.com> This is an "inherited" box. I did a quick sqldump to fork the db and skipped the version. Seemed to go smoothly after that until... [root at ashprdrt01 rt-4.0.0]# /opt/rt4/sbin/rt-server --port 8080 RT since version 3.8 has new schema for MySQL versions after 4.1.0 Follow instructions in the UPGRADING.mysql file. Turned out I had an older version of CPAN (one minor version behind) which was throwing errors about itemify A cpan upgrade and then a cpan -r fixed this. Then I had to follow the upgrading.mysql doc and now it's good to go. Thanks for the help. On Mon, 2011-05-09 at 10:19 -0400, Kevin Falcone wrote: > On Mon, May 09, 2011 at 09:34:38AM -0400, Joshua Knarr wrote: > > I am getting: > > Processing 3.7.81 > > Now populating database schema. > > [Mon May 9 13:30:38 2011] [crit]: DBD::mysql::st execute failed: Duplicate key name > > 'CachedGroupMembers3' at /opt/rt4/sbin/../lib/RT/Handle.pm line 503. > > (/opt/rt4/sbin/../lib/RT.pm:340) > > DBD::mysql::st execute failed: Duplicate key name 'CachedGroupMembers3' at > > /opt/rt4/sbin/../lib/RT/Handle.pm line 503. > > > > I dropped the RT4 table to see if it was cruft, but nothings changed. I'm running MySQL 5.1.42 > > on a redhat 5.4 box. > > Did you make your own CachedGroupMembers3 at some point? > > If so, you can skip 3.7.81 if you're defining the same index. > > If you defined a site-specific index with different values, you > probably want to rename it so you get our index > > -kevin -- Joshua Knarr knarrj at gsicommerce.com Desk: 610-491-7110 Mobi: 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 May 9 11:49:16 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 9 May 2011 11:49:16 -0400 Subject: [rt-users] ticket depends on external URI In-Reply-To: <11898_1304955240_4DC80967_11898_37_1_OF44AC12B3.CEE68ACF-ONC125788B.0055288C-C125788B.005580E5@sagemcom.com> References: <20110509142134.GI1000@jibsheet.com> <11898_1304955240_4DC80967_11898_37_1_OF44AC12B3.CEE68ACF-ONC125788B.0055288C-C125788B.005580E5@sagemcom.com> Message-ID: <20110509154916.GK1000@jibsheet.com> On Mon, May 09, 2011 at 05:33:55PM +0200, Rapha?l MOUNEYRES wrote: > Kevin, thank you for your answer, i have done linking with http links as you mention > it does work so i can click on the link and look at the ticket on the other server > but it does not display the ticket status compared to an internal link, so a "depends on" > links doesn't really work > may it be possible to acheive this via normal http links ? RT would have to have an account on that foreign machine and be making queries to do that. This is not currently a feature of 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 Mon May 9 11:51:05 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 9 May 2011 11:51:05 -0400 Subject: [rt-users] Old RT and New RT ? In-Reply-To: <31577876.post@talk.nabble.com> References: <31558446.post@talk.nabble.com> <08995525-DC59-4647-B043-1A2E88132EBB@wgm.us> <31577876.post@talk.nabble.com> Message-ID: <20110509155105.GL1000@jibsheet.com> On Mon, May 09, 2011 at 08:40:06AM -0700, aseim99 wrote: > > My manager has given this task to me and will agree to upgrade the present > system for the fear that if something going wrong. So the solution he has > agreed to is to do it side by side. So i have no say here unless its not > possilble to do side by side working solution. Hope that explains my > situation. It sounds like you haven't tried installing the new version of RT on a test system with a copy of your database and trying the upgrade to see how long it takes? That might be a useful thing to try if you want facts for your manager. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From aseim.safaya at zf-uk.com Mon May 9 11:54:17 2011 From: aseim.safaya at zf-uk.com (aseim99) Date: Mon, 9 May 2011 08:54:17 -0700 (PDT) Subject: [rt-users] Old RT and New RT ? In-Reply-To: <20110509155105.GL1000@jibsheet.com> References: <31558446.post@talk.nabble.com> <08995525-DC59-4647-B043-1A2E88132EBB@wgm.us> <31577876.post@talk.nabble.com> <20110509155105.GL1000@jibsheet.com> Message-ID: <31578035.post@talk.nabble.com> Hi, I have installed 3.8.8 version on a vm . But not copied the data from old rt to new one or anything like that. He is bent upon starting a new rt with everything new. Kevin Falcone-2 wrote: > > On Mon, May 09, 2011 at 08:40:06AM -0700, aseim99 wrote: >> >> My manager has given this task to me and will agree to upgrade the >> present >> system for the fear that if something going wrong. So the solution he has >> agreed to is to do it side by side. So i have no say here unless its not >> possilble to do side by side working solution. Hope that explains my >> situation. > > It sounds like you haven't tried installing the new version of RT on a > test system with a copy of your database and trying the upgrade to see > how long it takes? That might be a useful thing to try if you want > facts for your manager. > > > -- View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31578035.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mjscott at psu.edu Mon May 9 12:07:25 2011 From: mjscott at psu.edu (Matthew Scott) Date: Mon, 9 May 2011 12:07:25 -0400 Subject: [rt-users] Global Topics in 4.0.0 Message-ID: I have created Classes, Articles and Topics, but I can't seem to create a Global Topic. articles_introduction.pod in /doc says "You can create global Topics from the Global tab under Tools -> Configuration." I don't see that option there or anywhere else. I am logged in as a super user (Do anything and everything). Specifically, when I go to Tools -> Configuration -> Global I see Scrips,Templates,Custom Fields, Group Rights, User Rights and RT at a glance, but nothing about topics there or under any of those subheads. I DO see "Global Topics" under Tools -> Articles -> Topics, but I can't figure out how to put topics there. I've searched the list, wiki, etc. and poked around in the DB. I can't find a form or a permission I might be missing. Any help is appreciated. Matthew J. Scott Quod Scripsi, Scripsi -------------- next part -------------- An HTML attachment was scrubbed... URL: From aseim.safaya at zf-uk.com Mon May 9 12:17:40 2011 From: aseim.safaya at zf-uk.com (aseim99) Date: Mon, 9 May 2011 09:17:40 -0700 (PDT) Subject: [rt-users] Old RT and New RT ? In-Reply-To: <31578035.post@talk.nabble.com> References: <31558446.post@talk.nabble.com> <08995525-DC59-4647-B043-1A2E88132EBB@wgm.us> <31577876.post@talk.nabble.com> <20110509155105.GL1000@jibsheet.com> <31578035.post@talk.nabble.com> Message-ID: <31578258.post@talk.nabble.com> Is there a way to simple alter settings in rt_mailgate script so that based on ticket number , the old rt or the new rt will receive replys etc ? Not playing around with procmail but simple altering rt_mailgate under /etc/smrsh/rt_mailgate . ? Thanks aseim99 wrote: > > Hi, > I have installed 3.8.8 version on a vm . But not copied the data from old > rt to new one or anything like that. He is bent upon starting a new rt > with everything new. > > Kevin Falcone-2 wrote: >> >> On Mon, May 09, 2011 at 08:40:06AM -0700, aseim99 wrote: >>> >>> My manager has given this task to me and will agree to upgrade the >>> present >>> system for the fear that if something going wrong. So the solution he >>> has >>> agreed to is to do it side by side. So i have no say here unless its not >>> possilble to do side by side working solution. Hope that explains my >>> situation. >> >> It sounds like you haven't tried installing the new version of RT on a >> test system with a copy of your database and trying the upgrade to see >> how long it takes? That might be a useful thing to try if you want >> facts for your manager. >> >> >> > > -- View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31578258.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Mon May 9 13:00:28 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 9 May 2011 13:00:28 -0400 Subject: [rt-users] Old RT and New RT ? In-Reply-To: <31578258.post@talk.nabble.com> References: <31558446.post@talk.nabble.com> <08995525-DC59-4647-B043-1A2E88132EBB@wgm.us> <31577876.post@talk.nabble.com> <20110509155105.GL1000@jibsheet.com> <31578035.post@talk.nabble.com> <31578258.post@talk.nabble.com> Message-ID: <20110509170028.GM1000@jibsheet.com> On Mon, May 09, 2011 at 09:17:40AM -0700, aseim99 wrote: > > Is there a way to simple alter settings in rt_mailgate script so that based > on ticket number , the old rt or the new rt will receive replys etc ? Not > playing around with procmail but simple altering rt_mailgate under > /etc/smrsh/rt_mailgate . ? No, you need to change the way you invoke rt-mailgate itself by passing a different url -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon May 9 13:07:09 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 9 May 2011 13:07:09 -0400 Subject: [rt-users] Global Topics in 4.0.0 In-Reply-To: References: Message-ID: <20110509170709.GN1000@jibsheet.com> On Mon, May 09, 2011 at 12:07:25PM -0400, Matthew Scott wrote: > I have created Classes, Articles and Topics, but I can't seem to create a Global Topic. > articles_introduction.pod in /doc says "You can create > global Topics from the Global tab under Tools -> Configuration." I don't see that option there > or anywhere else. I am logged in as a super user (Do anything and everything). > Specifically, when I go to Tools -> Configuration -> Global I see Scrips,Templates,Custom > Fields, Group Rights, User Rights and RT at a glance, but nothing about topics there or under > any of those subheads. I DO see "Global Topics" under Tools -> Articles -> Topics, but I can't > figure out how to put topics there. > I've searched the list, wiki, etc. and poked around in the DB. I can't find a form or a > permission I might be missing. Any help is appreciated. Yep, looks like something got dropped in a refactor. Thanks for catching it. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From knarrj at gsicommerce.com Mon May 9 13:30:24 2011 From: knarrj at gsicommerce.com (Joshua Knarr) Date: Mon, 09 May 2011 13:30:24 -0400 Subject: [rt-users] missing users and ticket contents after upgrade Message-ID: <1304962224.1760.6.camel@barley.gsicommerce.com> Almost there... For whatever reason I'm not getting the ticket body (the text they've entered) in the ticket display. Also usernames are present, but none may log in. What did I miss? -- Joshua Knarr knarrj at gsicommerce.com Desk: 610-491-7110 Mobi: 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 trs at bestpractical.com Mon May 9 14:24:40 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 09 May 2011 14:24:40 -0400 Subject: [rt-users] RT 4.0 and IE9 In-Reply-To: References: Message-ID: <4DC83168.3090907@bestpractical.com> On 05/09/2011 08:50 AM, John Parker wrote: > Beg to report that the new menu structure in RT4 requires IE9 to run in > compatibility mode (at least for me.) and the colour wheel on the custom > Theme page is not visible in either mode. RT 4 runs well for us when IE9 is not compatibility mode; in fact, it renders better. The color wheel doesn't render in compat mode, but does work in native IE9 mode. Are you sure you haven't turned on compat mode globally? How are you checking and switching the mode IE is in? Thomas From kfcrocker at lbl.gov Mon May 9 17:25:17 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 9 May 2011 14:25:17 -0700 Subject: [rt-users] Old RT and New RT ? In-Reply-To: <31577876.post@talk.nabble.com> References: <31558446.post@talk.nabble.com> <08995525-DC59-4647-B043-1A2E88132EBB@wgm.us> <31577876.post@talk.nabble.com> Message-ID: aseim99, I don't understand why you don't just create a "DEV" VM and copy/clone your existing RT session & DB into it. Then do your upgrade and all testing in the "Dev" environment. When all goes well, you bring the prd environment down on the weekend for a couple hours, do the upgrade based on what you learned from "Dev" and viola! You DO have a "Dev" environment, right? Kenn LBNL On Mon, May 9, 2011 at 8:40 AM, aseim99 wrote: > > My manager has given this task to me and will agree to upgrade the present > system for the fear that if something going wrong. So the solution he has > agreed to is to do it side by side. So i have no say here unless its not > possilble to do side by side working solution. Hope that explains my > situation. > > Cheers > > > Jon Baker-2 wrote: > > > > I've never experienced any downtime (or at least not more than a minute > or > > two) when upgrading RT, although I always do it after hours just in case. > > You run the install but it doesn't effect the running RT until you > restart > > apache, so you do the upgrade, shut apache off, run the database update > > script (which takes all of 30 seconds), then start apache back up. > You're > > only off-line for that brief time between when you shut apache off and > > then turn it back on. > > > > On May 9, 2011, at 10:28 AM, rt-users-request at lists.bestpractical.com > > wrote: > > > >> Hi, > >> If we do upgrade the old system to new one then there will be some down > >> time > >> , which we can't afford . So the plan is to have a period of 2-3 months > >> where any present tickets will continue to go to old system and any new > >> tickets (given numbers from 10,000 and above ) will go to new system . > >> The > >> reason is there are tickets which are still open and if we have a new > >> system > >> only then if a client replys to that ticket , the new system will not > >> pick > >> it up. I know that it is possible to upgrade the present system to new > >> one > >> but like i said , we will like to test the new system side by side with > >> old > >> system to keep the rt going. > >> We did that , set up new emails , auto increament from 10000. Thats ok > >> for > >> new tickets but wont cater for old tickets . What i was thinking is , if > >> there is any inbuilt procedure in mail gateway of system to forward > >> tickets > >> to specific rt depending on the ticket number. > >> I am new to linux and also only been understanding how rt works for the > >> past > >> 2 months . But since the order from top are to install new rt , i am in > a > >> helpless situation here so any help is greatly needed. > >> Cheers > > > > -- > > Jon Baker > > Systems Administrator > > Church on the Move > > 1003 N 129th E Ave > > Tulsa OK 74116 > > (918) 234-5656 > > > > > > > > > > CONFIDENTIALITY NOTICE: This transmission may be confidential and subject > > to legal privilege. If you are not the intended recipient of this > > message, you may not review, disclose, print, copy or disseminate this > > information. If you have received this in error, please reply and notify > > the sender (only) and delete the message. Unauthorized interception of > > this e-mail is a violation of federal criminal law. > > > > > > -- > View this message in context: > http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31577876.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jwh83 at nau.edu Mon May 9 18:59:32 2011 From: jwh83 at nau.edu (Jonah Hirsch) Date: Mon, 9 May 2011 15:59:32 -0700 Subject: [rt-users] Very high Apache CPU usage after upgrading to 4.0.0 In-Reply-To: References: Message-ID: I did some more digging, and it turned out that it was mod_deflate that was causing the problem. Disabling it solved my speed woes, but it still raises the question, why is mod_deflate only slowing the system on RT and not any of the other sites hosted on this box? ----------------------- Jonah Hirsch On Mon, May 9, 2011 at 2:45 PM, Ruslan Zakirov wrote: > Hi, > > If system doesn't hang and completes requests then you should collect > profile with MasonX::Profiler. > > Also, earlier release candidates of 4.0.0 had problem that could cause > such behaviour. Try installing into a clean dir to be sure. > > On Mon, May 9, 2011 at 11:33 PM, Jonah Hirsch wrote: > > The XML::SAX message was related to our global authentication system. > I've > > changed it to use XML::LibXML::SAX::Parser, but I still get 100% CPU > usage > > from apache when loading any page on 4.0.0 > > Also, for what it's worth, according to htop, the apache process that > only > > uses one core in the system, but it causes the system to act like the > entire > > chip is being used. > > ----------------------- > > Jonah Hirsch > > > > > > On Sat, May 7, 2011 at 6:19 AM, Ruslan Zakirov > > wrote: > >> > >> XML::LibXML::SAX::Parser > > > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From sk at net-lab.net Tue May 10 03:30:59 2011 From: sk at net-lab.net (Sven Kloe) Date: Tue, 10 May 2011 09:30:59 +0200 Subject: [rt-users] iCal feed for reminders In-Reply-To: <20110509152152.GJ1000@jibsheet.com> References: <1304925735.30254.22.camel@sk-office> <20110509141634.GF1000@jibsheet.com> <1304953799.30254.26.camel@sk-office> <20110509152152.GJ1000@jibsheet.com> Message-ID: <1305012659.30254.35.camel@sk-office> Am Montag, den 09.05.2011, 11:21 -0400 schrieb Kevin Falcone: > On Mon, May 09, 2011 at 05:09:59PM +0200, Sven Kloe wrote: > > Am Montag, den 09.05.2011, 10:16 -0400 schrieb Kevin Falcone: > > > On Mon, May 09, 2011 at 09:22:14AM +0200, Sven Kloe wrote: > > > > how can I create an iCal feed for reminders? > > > > The only way I founf for creating iCal feeds is for searches (and I > > > > didn't find a way to get the reminder in the search result). > > > > > > Try searching for type = 'reminder' > > > > I go to "new search" but there isn't any entry with "reminder" > > I am using RT 4. > > Click on Advanced and try searching for type = 'reminder' > > -kevin thanks, it works! :) btw: If anyone has the same problem: The correct Search is type = 'Reminder' (with capital "R") From sk at net-lab.net Tue May 10 03:38:44 2011 From: sk at net-lab.net (Sven Kloe) Date: Tue, 10 May 2011 09:38:44 +0200 Subject: [rt-users] ical feed doesn't use time In-Reply-To: <20110509152152.GJ1000@jibsheet.com> References: <1304925735.30254.22.camel@sk-office> <20110509141634.GF1000@jibsheet.com> <1304953799.30254.26.camel@sk-office> <20110509152152.GJ1000@jibsheet.com> Message-ID: <1305013124.30254.44.camel@sk-office> Hi, if I export an iCal feed to a calendar ( I tried googlecalendar and evolution) the due Dates are at the correct Day in the calendar, but without time. How can I change it so that the calendar will show the entry at the Time of the Due Date? From aseim.safaya at zf-uk.com Tue May 10 04:15:06 2011 From: aseim.safaya at zf-uk.com (aseim99) Date: Tue, 10 May 2011 01:15:06 -0700 (PDT) Subject: [rt-users] Old RT and New RT ? In-Reply-To: <20110509170028.GM1000@jibsheet.com> References: <31558446.post@talk.nabble.com> <08995525-DC59-4647-B043-1A2E88132EBB@wgm.us> <31577876.post@talk.nabble.com> <20110509155105.GL1000@jibsheet.com> <31578035.post@talk.nabble.com> <31578258.post@talk.nabble.com> <20110509170028.GM1000@jibsheet.com> Message-ID: <31583625.post@talk.nabble.com> Hi, Any examples to understand how it works ? Cheers Kevin Falcone-2 wrote: > > On Mon, May 09, 2011 at 09:17:40AM -0700, aseim99 wrote: >> >> Is there a way to simple alter settings in rt_mailgate script so that >> based >> on ticket number , the old rt or the new rt will receive replys etc ? Not >> playing around with procmail but simple altering rt_mailgate under >> /etc/smrsh/rt_mailgate . ? > > No, you need to change the way you invoke rt-mailgate itself > by passing a different url > > -kevin > > > -- View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31583625.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Tue May 10 08:27:51 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 10 May 2011 08:27:51 -0400 Subject: [rt-users] Old RT and New RT ? In-Reply-To: <31583625.post@talk.nabble.com> References: <31558446.post@talk.nabble.com> <08995525-DC59-4647-B043-1A2E88132EBB@wgm.us> <31577876.post@talk.nabble.com> <20110509155105.GL1000@jibsheet.com> <31578035.post@talk.nabble.com> <31578258.post@talk.nabble.com> <20110509170028.GM1000@jibsheet.com> <31583625.post@talk.nabble.com> Message-ID: <20110510122751.GO1000@jibsheet.com> On Tue, May 10, 2011 at 01:15:06AM -0700, aseim99 wrote: > > Any examples to understand how it works ? perldoc /opt/rt3/bin/rt-mailgate rt-mailgate --help > > Kevin Falcone-2 wrote: > > > > On Mon, May 09, 2011 at 09:17:40AM -0700, aseim99 wrote: > >> > >> Is there a way to simple alter settings in rt_mailgate script so that > >> based > >> on ticket number , the old rt or the new rt will receive replys etc ? Not > >> playing around with procmail but simple altering rt_mailgate under > >> /etc/smrsh/rt_mailgate . ? > > > > No, you need to change the way you invoke rt-mailgate itself > > by passing a different url > > > > -kevin > > > > > > > > -- > View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31583625.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 aseim.safaya at zf-uk.com Tue May 10 08:37:54 2011 From: aseim.safaya at zf-uk.com (aseim99) Date: Tue, 10 May 2011 05:37:54 -0700 (PDT) Subject: [rt-users] Old RT and New RT ? In-Reply-To: <20110510122751.GO1000@jibsheet.com> References: <31558446.post@talk.nabble.com> <08995525-DC59-4647-B043-1A2E88132EBB@wgm.us> <31577876.post@talk.nabble.com> <20110509155105.GL1000@jibsheet.com> <31578035.post@talk.nabble.com> <31578258.post@talk.nabble.com> <20110509170028.GM1000@jibsheet.com> <31583625.post@talk.nabble.com> <20110510122751.GO1000@jibsheet.com> Message-ID: <31585146.post@talk.nabble.com> That's just =head1 SYNOPSIS rt-mailgate --help : this text Usual invocation (from MTA): rt-mailgate --action (correspond|comment|...) --queue queuename --url http://your.rt.server/ [ --debug ] [ --extension (queue|action|ticket) ] [ --timeout seconds ] Its what we do under aliases . My question here is how to use procmail with rt-mailgate? Sorry for my ignorance , i have very new to all this . Thanks Kevin Falcone-2 wrote: > > On Tue, May 10, 2011 at 01:15:06AM -0700, aseim99 wrote: >> >> Any examples to understand how it works ? > > perldoc /opt/rt3/bin/rt-mailgate > rt-mailgate --help > >> >> Kevin Falcone-2 wrote: >> > >> > On Mon, May 09, 2011 at 09:17:40AM -0700, aseim99 wrote: >> >> >> >> Is there a way to simple alter settings in rt_mailgate script so that >> >> based >> >> on ticket number , the old rt or the new rt will receive replys etc ? >> Not >> >> playing around with procmail but simple altering rt_mailgate under >> >> /etc/smrsh/rt_mailgate . ? >> > >> > No, you need to change the way you invoke rt-mailgate itself >> > by passing a different url >> > >> > -kevin >> > >> > >> > >> >> -- >> View this message in context: >> http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31583625.html >> Sent from the Request Tracker - User mailing list archive at Nabble.com. >> > > > -- View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31585146.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Tue May 10 08:39:47 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 10 May 2011 08:39:47 -0400 Subject: [rt-users] missing users and ticket contents after upgrade In-Reply-To: <1304962224.1760.6.camel@barley.gsicommerce.com> References: <1304962224.1760.6.camel@barley.gsicommerce.com> Message-ID: <20110510123947.GP1000@jibsheet.com> On Mon, May 09, 2011 at 01:30:24PM -0400, Joshua Knarr wrote: > For whatever reason I'm not getting the ticket body (the text they've entered) in the ticket > display. Also usernames are present, but none may log in. You forgot to say what you upgraded from and to and you need to describe the missing ticket body better, as well as providing logs about the failure to log in. -------------- 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 May 10 10:00:23 2011 From: knarrj at gsicommerce.com (Joshua Knarr) Date: Tue, 10 May 2011 10:00:23 -0400 Subject: [rt-users] missing users and ticket contents after upgrade In-Reply-To: <20110510123947.GP1000@jibsheet.com> References: <20110510123947.GP1000@jibsheet.com> Message-ID: <1305036023.4024.10.camel@barley.gsicommerce.com> Thanks for the help - turns out one of our junior guys "fixed" the load on the box by killing my mysql dump. Ooooops... On Tue, 2011-05-10 at 08:39 -0400, Kevin Falcone wrote: > On Mon, May 09, 2011 at 01:30:24PM -0400, Joshua Knarr wrote: > > For whatever reason I'm not getting the ticket body (the text they've entered) in the ticket > > display. Also usernames are present, but none may log in. > > You forgot to say what you upgraded from and to and you need to > describe the missing ticket body better, as well as providing logs > about the failure to log in. -- Joshua Knarr knarrj at gsicommerce.com Desk: 610-491-7110 Mobi: 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 May 10 10:44:46 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 10 May 2011 10:44:46 -0400 Subject: [rt-users] Old RT and New RT ? In-Reply-To: <31585146.post@talk.nabble.com> References: <31558446.post@talk.nabble.com> <08995525-DC59-4647-B043-1A2E88132EBB@wgm.us> <31577876.post@talk.nabble.com> <20110509155105.GL1000@jibsheet.com> <31578035.post@talk.nabble.com> <31578258.post@talk.nabble.com> <20110509170028.GM1000@jibsheet.com> <31583625.post@talk.nabble.com> <20110510122751.GO1000@jibsheet.com> <31585146.post@talk.nabble.com> Message-ID: <20110510144446.GQ1000@jibsheet.com> On Tue, May 10, 2011 at 05:37:54AM -0700, aseim99 wrote: > > That's just > > =head1 SYNOPSIS > > rt-mailgate --help : this text > > Usual invocation (from MTA): > > rt-mailgate --action (correspond|comment|...) --queue queuename > --url http://your.rt.server/ > [ --debug ] > [ --extension (queue|action|ticket) ] > [ --timeout seconds ] > > Its what we do under aliases . My question here is how to use procmail with > rt-mailgate? > Sorry for my ignorance , i have very new to all this . Then you want to start with `man procmail` or searching the wiki for folks who have done this before. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From aseim.safaya at zf-uk.com Tue May 10 13:00:46 2011 From: aseim.safaya at zf-uk.com (aseim99) Date: Tue, 10 May 2011 10:00:46 -0700 (PDT) Subject: [rt-users] Old RT and New RT ? In-Reply-To: <31558446.post@talk.nabble.com> References: <31558446.post@talk.nabble.com> Message-ID: <31587409.post@talk.nabble.com> An update. I just had a chat with my manager and he would like me to add some code in rt-mailgate itself to enable ticket forwarding to old rt based upon ticket number in the subject header of email received in the system. He does not want to use procmail. Example : - Subject : "hello world .....#9345". Now when this email will come to system , rt-mailgate will see that ticket number is less than 10000 . so it will forward it to old rt i.e old url , which is stored in the aliases. So we need to get a funtion in rt-mailgate , which will extract ticket number and then this can be used . I have no knowledge if perl at all. So now you see my position. Basically , need help to write a function in perl for rt-mailgate to extract ticket number from the email and continue the ticket transaction with the old rt system at old url. Please do not tell me to look into procmail , etc coz my manager is bound for this way only. All help is greattttty appreciated . aseim99 wrote: > > Hello we have an old RT , i think its 3.6 . Now we are planing on > deploying new one i.e 3.8. > My question is that we will like old tickets to still go to old rt system > and any tickets above 10,000 id number will go to new system. So in > essence the mail gateway or something else ? will forward tickets having > id number less that 10,000 to the old rt and anything above that will go > to new rt with new queues on new rt. Then after some time we will disable > the old system and only new one will be there , this is to avoid any > downtime. > RT is a brilliant system and we are looking to use it more , but this > needs to be possible or my manager wont go ahead with the new system. > Any suggestions and helps much appreciated. > Cheers > -- View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31587409.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From elacour at easter-eggs.com Tue May 10 13:14:49 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 10 May 2011 19:14:49 +0200 Subject: [rt-users] Old RT and New RT ? In-Reply-To: <31587409.post@talk.nabble.com> References: <31558446.post@talk.nabble.com> <31587409.post@talk.nabble.com> Message-ID: <20110510171449.GK4907@easter-eggs.com> On Tue, May 10, 2011 at 10:00:46AM -0700, aseim99 wrote: > > Please do not tell me to look into procmail , etc coz my manager is bound > for this way only. > tell your manager to call me, I will explain him that he is going the wrong way ;) seriously, to do what you want it's really easier to do it with tool such as procmail or directly in the mta (like postfix/exim). but if you can't, it's still possible to hack your RT to do this, but it's not a trivial change and you appear to be missing a lot of RT/perl knowledge to do that. rt-mailgate does no really magic things, he take the email and basically send it to the proper url of RT, then in RT, subject is analyzed to find the ticket number ... etc so you have to add code in bin/rt-mailgate to extract the subject from the email (a naive inspection of ^Subject: may not be enough, you will have to deal with subject encoding with proper per module), then use a regexp to extract the ticket number and change the target url by following your rule. another way to do is to ask for example sales at bestpractical.com to get commercial support ... From knarrj at gsicommerce.com Tue May 10 14:31:14 2011 From: knarrj at gsicommerce.com (Joshua Knarr) Date: Tue, 10 May 2011 14:31:14 -0400 Subject: [rt-users] download link in ticket Message-ID: <1305052274.2794.7.camel@barley.gsicommerce.com> Oh great and powerful (and tolerant) RT users list... When we had RT 3, the users clicked the DOWNLOAD link in the body of a ticket (as in "Download (untitled) / with headers text/html 3.5k" and it opened whatever was attached inline with the ticket. In RT4 this behavior is gone. Right now when you click download, you get a prompt from IE or firefox to actually download a file. My guy want to hit the download link and have it open inline. I could probably twist arms to tolerate it opening in the same tab. The download prompt isn't something they want to deal with. I figured this was a problem in my apache config, so I have enabled "AddHandler send-as-is asis". Apparently the application doesn't really send HTML? What's going on here? -- Joshua Knarr knarrj at gsicommerce.com Desk: 610-491-7110 Mobi: 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 javoskam at uwaterloo.ca Tue May 10 14:35:20 2011 From: javoskam at uwaterloo.ca (Jeff Voskamp) Date: Tue, 10 May 2011 14:35:20 -0400 Subject: [rt-users] Very high Apache CPU usage after upgrading to 4.0.0 In-Reply-To: References: Message-ID: <4DC98568.6030906@uwaterloo.ca> On 05/09/2011 06:59 PM, Jonah Hirsch wrote: > I did some more digging, and it turned out that it was mod_deflate that > was causing the problem. Disabling it solved my speed woes, but it still > raises the question, why is mod_deflate only slowing the system on RT > and not any of the other sites hosted on this box? > ----------------------- > Jonah Hirsch Where is "SetOutputFilter DEFLATE" in your httpd config files? Is only enabled for the one site, or in the default configuration? Jeff From knarrj at gsicommerce.com Tue May 10 15:02:44 2011 From: knarrj at gsicommerce.com (Joshua Knarr) Date: Tue, 10 May 2011 15:02:44 -0400 Subject: [rt-users] download link in ticket In-Reply-To: <1305052274.2794.7.camel@barley.gsicommerce.com> References: <1305052274.2794.7.camel@barley.gsicommerce.com> Message-ID: <1305054164.2794.9.camel@barley.gsicommerce.com> I wish someone had mentioned the new directive for TrustHTMLAttachments and AlwaysDownloadAttachments. ;^) On Tue, 2011-05-10 at 14:31 -0400, Joshua Knarr wrote: > Oh great and powerful (and tolerant) RT users list... > > When we had RT 3, the users clicked the DOWNLOAD link in the body of a > ticket (as in "Download (untitled) / with headers text/html 3.5k" and > it opened whatever was attached inline with the ticket. In RT4 this > behavior is gone. > > Right now when you click download, you get a prompt from IE or firefox > to actually download a file. My guy want to hit the download link and > have it open inline. I could probably twist arms to tolerate it > opening in the same tab. The download prompt isn't something they want > to deal with. > > I figured this was a problem in my apache config, so I have enabled > "AddHandler send-as-is asis". Apparently the application doesn't > really send HTML? What's going on here? > -- > > Joshua Knarr > knarrj at gsicommerce.com > Desk: 610-491-7110 > Mobi: 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 knarrj at gsicommerce.com Desk: 610-491-7110 Mobi: 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 May 10 16:00:07 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 10 May 2011 13:00:07 -0700 Subject: [rt-users] Help with validate code Message-ID: To list, I'm trying to ensure that a date & time entry for a custom field is correct. I am using the following code in the validation box: (?#Date mm/dd/yyyy hh:mm-military)^((0[1-9]|1[0-2])\/(0[1-9]|[1-2][0-9]|3[0-1])\/([1-2][0-9][0-9][0-9]) (0[0-9]|1[0-4]):(0[0-9]|1[0-9]))?$ I also tried: (?#Date mm/dd/yyyy hh:mm-military)^((0[1-9]|1[0-2])\/(0[1-9]|[1-2][0-9]|3[0-1])\/([1-2][0-9][0-9][0-9]) (0[1-9]|1[0-2]):(0[0-9]|1[0-9]))?$ and that didn't work either. I get this error message: "Could not add new custom field value: Input must match [Date mm/dd/yyyy hh:mm-military]". I figured the problem was with my "time" code, but what do I know? ;-). Any help would be greatly appreciated. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From sartak at bestpractical.com Tue May 10 16:02:37 2011 From: sartak at bestpractical.com (Shawn M Moore) Date: Tue, 10 May 2011 16:02:37 -0400 Subject: [rt-users] Help with validate code In-Reply-To: References: Message-ID: <4DC999DD.50409@bestpractical.com> (??23/05/10 16:00), Kenneth Crocker wrote: > To list, > > I'm trying to ensure that a date & time entry for a custom field is > correct. I am using the following code in the validation box: > > (?#Date mm/dd/yyyy > hh:mm-military)^((0[1-9]|1[0-2])\/(0[1-9]|[1-2][0-9]|3[0-1])\/([1-2][0-9][0-9][0-9]) > (0[0-9]|1[0-4]):(0[0-9]|1[0-9]))?$ > > I also tried: > > (?#Date mm/dd/yyyy > hh:mm-military)^((0[1-9]|1[0-2])\/(0[1-9]|[1-2][0-9]|3[0-1])\/([1-2][0-9][0-9][0-9]) > (0[1-9]|1[0-2]):(0[0-9]|1[0-9]))?$ > > and that didn't work either. I get this error message: > > "Could not add new custom field value: Input must match [Date mm/dd/yyyy > hh:mm-military]". > > I figured the problem was with my "time" code, but what do I know? ;-). > > Any help would be greatly appreciated. > > Kenn > LBNL Yeah, this looks like your regex is failing to match against whatever you're putting into the field. What values are you trying to put into this custom field that you expect to work? From kfcrocker at lbl.gov Tue May 10 16:19:32 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 10 May 2011 13:19:32 -0700 Subject: [rt-users] Help with validate code In-Reply-To: <4DC999DD.50409@bestpractical.com> References: <4DC999DD.50409@bestpractical.com> Message-ID: Shawn, I enter (without the quotes) "05/02/2011 03:29". There is a blank between "2011" and "03:29". I don't see why it doesn't like it? Kenn LBNL On Tue, May 10, 2011 at 1:02 PM, Shawn M Moore wrote: > (??23/05/10 16:00), Kenneth Crocker wrote: > >> To list, >> >> I'm trying to ensure that a date & time entry for a custom field is >> correct. I am using the following code in the validation box: >> >> (?#Date mm/dd/yyyy >> >> hh:mm-military)^((0[1-9]|1[0-2])\/(0[1-9]|[1-2][0-9]|3[0-1])\/([1-2][0-9][0-9][0-9]) >> (0[0-9]|1[0-4]):(0[0-9]|1[0-9]))?$ >> >> I also tried: >> >> (?#Date mm/dd/yyyy >> >> hh:mm-military)^((0[1-9]|1[0-2])\/(0[1-9]|[1-2][0-9]|3[0-1])\/([1-2][0-9][0-9][0-9]) >> (0[1-9]|1[0-2]):(0[0-9]|1[0-9]))?$ >> >> and that didn't work either. I get this error message: >> >> "Could not add new custom field value: Input must match [Date mm/dd/yyyy >> hh:mm-military]". >> >> I figured the problem was with my "time" code, but what do I know? ;-). >> >> Any help would be greatly appreciated. >> >> Kenn >> LBNL >> > > Yeah, this looks like your regex is failing to match against whatever > you're putting into the field. > > What values are you trying to put into this custom field that you expect to > work? > -------------- next part -------------- An HTML attachment was scrubbed... URL: From sartak at bestpractical.com Tue May 10 16:25:23 2011 From: sartak at bestpractical.com (Shawn M Moore) Date: Tue, 10 May 2011 16:25:23 -0400 Subject: [rt-users] Help with validate code In-Reply-To: References: <4DC999DD.50409@bestpractical.com> Message-ID: <4DC99F33.1030500@bestpractical.com> (??23/05/10 16:19), Kenneth Crocker wrote: > Shawn, > > I enter (without the quotes) "05/02/2011 03:29". There is a blank > between "2011" and "03:29". > > I don't see why it doesn't like it? Your regex is buggy. perl -le '"05/02/2011 03:29" =~ qr{(?#Date mm/dd/yyyy hh:mm-military)^((0[1-9]|1[0-2])\/(0[1-9]|[1-2][0-9]|3[0-1])\/([1-2][0-9][0-9][0-9]) (0[0-9]|1[0-4]):(0[0-9]|1[0-9]))?$}; print $&' prints nothing, which means it didn't match. Your minute part will only match 00-19. 1[0-9] should probably be [1-5][0-9] From elacour at easter-eggs.com Tue May 10 16:36:19 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 10 May 2011 22:36:19 +0200 Subject: [rt-users] Help with validate code In-Reply-To: References: Message-ID: <20110510203618.GL4907@easter-eggs.com> On Tue, May 10, 2011 at 01:00:07PM -0700, Kenneth Crocker wrote: > To list, > > I'm trying to ensure that a date & time entry for a custom field is correct. > You may also: - use the patch [1] if you're running 3.8.x to have a "Date" type for customfields - upgrade to 4.0.0 which has builtin date/time customfields :) [1] http://issues.bestpractical.com/Ticket/Display.html?id=8721&user=guest&pass=guest From naweedmohammed.ahmed at lexisnexis.com Tue May 10 16:39:00 2011 From: naweedmohammed.ahmed at lexisnexis.com (Ahmed, Mohammed Naweed (LNG-BCT)) Date: Tue, 10 May 2011 16:39:00 -0400 Subject: [rt-users] Creating Tickets using REST Message-ID: <8B590F2F6F36C0489A41B816231BF1BE07167F7E@INFMAIL.na.choicepoint.net> I have a complicated UI form that uses AJAX and what not, so what I did was, create an html page and call the RT REST interface up on submit. So far so good but the problem is, the 'Creator' of the ticket is the user is and password that I use to make the REST call. But I want it to be the currently logged in user, Can it be possible? Any help is greatly appreciated, I am using v 3.8.4. Thanks Naweed ----------------------------------------- The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue May 10 17:47:19 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 10 May 2011 14:47:19 -0700 Subject: [rt-users] Help with validate code In-Reply-To: <20110510203618.GL4907@easter-eggs.com> References: <20110510203618.GL4907@easter-eggs.com> Message-ID: Shawn & Emmanuel, I got it. Thanks: (?#Date mm/dd/yyyy hh:mm-military)^((0[1-9]|1[0-2])\/(0[1-9]|[1-2][0-9]|3[0-1])\/([1-2][0-9][0-9][0-9]) (0[1-9]|1[0-9]|2[0-4]):([0-5][0-9]))?$ Kenn LBNL On Tue, May 10, 2011 at 1:36 PM, Emmanuel Lacour wrote: > On Tue, May 10, 2011 at 01:00:07PM -0700, Kenneth Crocker wrote: > > To list, > > > > I'm trying to ensure that a date & time entry for a custom field is > correct. > > > > You may also: > > - use the patch [1] if you're running 3.8.x to have a "Date" type for > customfields > - upgrade to 4.0.0 which has builtin date/time customfields :) > > [1] > > http://issues.bestpractical.com/Ticket/Display.html?id=8721&user=guest&pass=guest > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue May 10 17:55:04 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 10 May 2011 17:55:04 -0400 Subject: [rt-users] Help with validate code In-Reply-To: References: <20110510203618.GL4907@easter-eggs.com> Message-ID: <4DC9B438.2060000@bestpractical.com> On 05/10/2011 05:47 PM, Kenneth Crocker wrote: > Shawn & Emmanuel, > > I got it. Thanks: > > (?#Date mm/dd/yyyy > hh:mm-military)^((0[1-9]|1[0-2])\/(0[1-9]|[1-2][0-9]|3[0-1])\/([1-2][0-9][0-9][0-9]) > (0[1-9]|1[0-9]|2[0-4]):([0-5][0-9]))?$ To nitpick: 00 is a valid hour, 24 is not. Thomas From kfcrocker at lbl.gov Tue May 10 18:02:04 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 10 May 2011 15:02:04 -0700 Subject: [rt-users] Help with validate code In-Reply-To: <4DC9B438.2060000@bestpractical.com> References: <20110510203618.GL4907@easter-eggs.com> <4DC9B438.2060000@bestpractical.com> Message-ID: Thomas, Geez! Thanks. Kenn LBNL On Tue, May 10, 2011 at 2:55 PM, Thomas Sibley wrote: > On 05/10/2011 05:47 PM, Kenneth Crocker wrote: > > Shawn & Emmanuel, > > > > I got it. Thanks: > > > > (?#Date mm/dd/yyyy > > > hh:mm-military)^((0[1-9]|1[0-2])\/(0[1-9]|[1-2][0-9]|3[0-1])\/([1-2][0-9][0-9][0-9]) > > (0[1-9]|1[0-9]|2[0-4]):([0-5][0-9]))?$ > > To nitpick: 00 is a valid hour, 24 is not. > > Thomas > -------------- next part -------------- An HTML attachment was scrubbed... URL: From amitbapat at gmail.com Tue May 10 22:00:38 2011 From: amitbapat at gmail.com (Amit Bapat) Date: Tue, 10 May 2011 19:00:38 -0700 Subject: [rt-users] Uninstalling RT? Message-ID: Hello, I downloaded and installed RT 4. However I forgot to use the --with-web-user=apache and --with-web-group=apache flags when I installed. Also I had set the --prefix=/usr/local without realizing the implications. Is there a way to uninstall RT and redo the installation with new flags? If that's not an option, what a way to fix my current installation? Thanks, Amit -------------- next part -------------- An HTML attachment was scrubbed... URL: From mikecarel at yahoo.com Wed May 11 01:15:42 2011 From: mikecarel at yahoo.com (Michael P. Carel) Date: Wed, 11 May 2011 13:15:42 +0800 (SGT) Subject: [rt-users] Default Ticket Message Content when composing new ticket Message-ID: <850580.9515.qm@web76804.mail.sg1.yahoo.com> Hi to all; Is there a way I can have the RT ticket to have a default or pre-encoded message content when composing new ticket? Somewhat auto content under the "describe the issue below:" , but I need it for a specific type of ticket only and not applicable to all queue. Thanks, Mike From robert.wysocki at contium.pl Wed May 11 03:48:11 2011 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Wed, 11 May 2011 09:48:11 +0200 Subject: [rt-users] RT 4.0.0, bulk update and autocomplete customfields Message-ID: <1305100091.2216.7.camel@rmwysocki> Hi guys, During my test upgrade to RT 4.0.0 I'm copying our local modifications to the new version directory tree. One of those modifications is a fix allowing Autocomplete CustomFields to be updated by the Bulk Update tool. In the 3.8 versions we did it with this patch applied on Search/Bulk.html: *** 196,201 **** --- 196,204 ---- % } elsif ($cf->Type eq 'Text') { <& /Elements/EditCustomFieldText, @add &>   + % } elsif ($cf->Type eq 'Autocomplete') { + <& /Elements/EditCustomFieldAutocomplete, @add &> +   % } else { % $RT::Logger->crit("Unknown CustomField type: " . $cf->Type); % } After applying this patch in the 4.0.0 dir tree I get an error in the javascript error console: Erro: a is null https://RT_URL/NoAuth/js/squished-0250d779a57b569b917c8528747f9e45.js Line: 7 Since I'm not an javascript expert and the js is "squished" I'm stuck... Any ideas? -- Robert Wysocki CONTIUM S.A., http://www.contium.pl From aseim.safaya at zf-uk.com Wed May 11 04:13:37 2011 From: aseim.safaya at zf-uk.com (aseim99) Date: Wed, 11 May 2011 01:13:37 -0700 (PDT) Subject: [rt-users] Old RT and New RT ? In-Reply-To: <20110510171449.GK4907@easter-eggs.com> References: <31558446.post@talk.nabble.com> <31587409.post@talk.nabble.com> <20110510171449.GK4907@easter-eggs.com> Message-ID: <31592205.post@talk.nabble.com> I see. Well i will have to learn basics of perl first to enable me to play around with code. We have the rt-mailgate script under /etc/smrsh/ and not touching the script under rt3/bin/ . Will that be ok ? He will not be interested in contacting their sales team in this matter. So as i understand : Put code in rt-mailgate to extract ticket number from subject . Then use this ticket number as a parameter in aliases to forward it to the old url. It does sound simply but sure is one hella of a task for someone who has no knowledge of perl. Though i am willing to learn it ! Thanks for your help mates. Any more info you or anyone can provide in this perl matter ? cheers Emmanuel Lacour wrote: > > On Tue, May 10, 2011 at 10:00:46AM -0700, aseim99 wrote: >> >> Please do not tell me to look into procmail , etc coz my manager is bound >> for this way only. >> > > tell your manager to call me, I will explain him that he is going the > wrong way ;) > > seriously, to do what you want it's really easier to do it with tool > such as procmail or directly in the mta (like postfix/exim). > > but if you can't, it's still possible to hack your RT to do this, but > it's not a trivial change and you appear to be missing a lot of RT/perl > knowledge to do that. rt-mailgate does no really magic things, he take > the email and basically send it to the proper url of RT, then in RT, > subject is analyzed to find the ticket number ... etc > > so you have to add code in bin/rt-mailgate to extract the subject from > the email (a naive inspection of ^Subject: may not be enough, you will > have to deal with subject encoding with proper per module), then use a > regexp to extract the ticket number and change the target url by > following your rule. > > another way to do is to ask for example sales at bestpractical.com to get > commercial support ... > > > -- View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31592205.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Raed.El-Hames at daisygroupplc.com Wed May 11 05:34:32 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Wed, 11 May 2011 09:34:32 +0000 Subject: [rt-users] Default Ticket Message Content when composing new ticket In-Reply-To: <850580.9515.qm@web76804.mail.sg1.yahoo.com> References: <850580.9515.qm@web76804.mail.sg1.yahoo.com> Message-ID: <892593C9CA8E25458C440A63DDC6774D01495240@DG-HEXMBX02.daisy.group> Mike: You need to explain what you mean by a specific type of ticket?? If its only dependant on the queue, then there is a couple of ways to do this, If the same text for a selected number of queues , then in Create.html define $ARGS{Content} with the text you wish presented if ($QueueObj->Name) matches your condition. If you wish a different text for each queue, then create a queue template (for each queue you want to have pre-prepared text) with the words you wish and pull the template content into $ARGS{Content} in Create.html. Regards; Roy > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Michael P. Carel > Sent: 11 May 2011 06:16 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Default Ticket Message Content when composing new > ticket > > Hi to all; > > Is there a way I can have the RT ticket to have a default or pre-encoded > message content when composing new ticket? Somewhat auto content under the > "describe the issue below:" , but I need it for a specific type of ticket > only and not applicable to all queue. > > Thanks, > > Mike From dominic.hargreaves at oucs.ox.ac.uk Wed May 11 05:48:46 2011 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Wed, 11 May 2011 10:48:46 +0100 Subject: [rt-users] Default Ticket Message Content when composing new ticket In-Reply-To: <850580.9515.qm@web76804.mail.sg1.yahoo.com> References: <850580.9515.qm@web76804.mail.sg1.yahoo.com> Message-ID: <20110511094846.GA3092@gunboat-diplomat.oucs.ox.ac.uk> On Wed, May 11, 2011 at 01:15:42PM +0800, Michael P. Carel wrote: > Is there a way I can have the RT ticket to have a default or pre-encoded message content when composing new ticket? Somewhat auto content under the "describe the issue below:" , but I need it for a specific type of ticket only and not applicable to all queue. I answered pretty much the same question earlier this year: -- 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 May 11 08:22:45 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 11 May 2011 08:22:45 -0400 Subject: [rt-users] RT 4.0.0, bulk update and autocomplete customfields In-Reply-To: <1305100091.2216.7.camel@rmwysocki> References: <1305100091.2216.7.camel@rmwysocki> Message-ID: <20110511122245.GR1000@jibsheet.com> > After applying this patch in the 4.0.0 dir tree I get an error in the > javascript error console: > > Erro: a is null > https://RT_URL/NoAuth/js/squished-0250d779a57b569b917c8528747f9e45.js > Line: 7 > > Since I'm not an javascript expert and the js is "squished" I'm stuck... Run in DevelMode, you'll get unsquished JS -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From aseim.safaya at zf-uk.com Wed May 11 08:50:07 2011 From: aseim.safaya at zf-uk.com (aseim99) Date: Wed, 11 May 2011 05:50:07 -0700 (PDT) Subject: [rt-users] Old RT and New RT ? In-Reply-To: <31558446.post@talk.nabble.com> References: <31558446.post@talk.nabble.com> Message-ID: <31593916.post@talk.nabble.com> An udate on this issue. I know many of you would rather do it differently , but i would like to request any info on the way i have been asked to do this . That is , to extract ticket id from subject and then forward this email to the old rt . am i correct in thinking that i would need a perl function to do ? or something else ? basically need to get the ticket id out from subject of email which is written in a tmp file . someone with experience in this can help me out ? thanks aseim99 wrote: > > Hello we have an old RT , i think its 3.6 . Now we are planing on > deploying new one i.e 3.8. > My question is that we will like old tickets to still go to old rt system > and any tickets above 10,000 id number will go to new system. So in > essence the mail gateway or something else ? will forward tickets having > id number less that 10,000 to the old rt and anything above that will go > to new rt with new queues on new rt. Then after some time we will disable > the old system and only new one will be there , this is to avoid any > downtime. > RT is a brilliant system and we are looking to use it more , but this > needs to be possible or my manager wont go ahead with the new system. > Any suggestions and helps much appreciated. > Cheers > -- View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31593916.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From steve.anderson at bipsolutions.com Wed May 11 09:12:01 2011 From: steve.anderson at bipsolutions.com (Steve Anderson) Date: Wed, 11 May 2011 14:12:01 +0100 Subject: [rt-users] Old RT and New RT ? In-Reply-To: <31593916.post@talk.nabble.com> References: <31558446.post@talk.nabble.com> <31593916.post@talk.nabble.com> Message-ID: I've only had the time for a brief look at the code, but I'd suggest at around line 123 of rt-mailgate (in 3.8.8 at least. The $full_url line), you break up $opt{'headers'} by line, iterate through the resulting list, find the line starting subject:, then look to see if the subject matches \[tag #\d{1,4}\]. If it does, set $full_url to point at your old instance. If it doesn't, then your new one. Bear in mind I've not tested this in any way, shape or form, you should edit in a copy of the file, and hook it up to a different email so you can test it without screwing up your old system. You might also just want to try a different tag, rather than keeping it the same on both. Makes the matching easier than the full regex. Instead of: my $full_url = $opts{'url'}. "/REST/1.0/NoAuth/mail-gateway"; have: my $full_url="http://NewRTInstance/REST/1.0/NoAuth/mail-gateway"; foreach my $line (split(/\n/,$opt{'headers'})) { if ($line ~= /^\tsubject:/i) { if($line ~=/\[tag #\d{1,4}\]/i) { $full_url=" http://OldRTInstance/REST/1.0/NoAuth/mail-gateway"; } } } Bear in mind, email's probably screwed this up. Steve Anderson. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of aseim99 Sent: 11 May 2011 13:50 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Old RT and New RT ? An udate on this issue. I know many of you would rather do it differently , but i would like to request any info on the way i have been asked to do this . That is , to extract ticket id from subject and then forward this email to the old rt . am i correct in thinking that i would need a perl function to do ? or something else ? basically need to get the ticket id out from subject of email which is written in a tmp file . someone with experience in this can help me out ? thanks aseim99 wrote: > > Hello we have an old RT , i think its 3.6 . Now we are planing on > deploying new one i.e 3.8. > My question is that we will like old tickets to still go to old rt system > and any tickets above 10,000 id number will go to new system. So in > essence the mail gateway or something else ? will forward tickets having > id number less that 10,000 to the old rt and anything above that will go > to new rt with new queues on new rt. Then after some time we will disable > the old system and only new one will be there , this is to avoid any > downtime. > RT is a brilliant system and we are looking to use it more , but this > needs to be possible or my manager wont go ahead with the new system. > Any suggestions and helps much appreciated. > Cheers > -- View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31593916.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ______________________________________________ This email has been scanned by Netintelligence http://www.netintelligence.com/email BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. **************************************************************************** This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. **************************************************************************** From aseim.safaya at zf-uk.com Wed May 11 09:26:29 2011 From: aseim.safaya at zf-uk.com (aseim99) Date: Wed, 11 May 2011 06:26:29 -0700 (PDT) Subject: [rt-users] Old RT and New RT ? In-Reply-To: <31558446.post@talk.nabble.com> References: <31558446.post@talk.nabble.com> Message-ID: <31594199.post@talk.nabble.com> Hello mate, thanks for that code. I am getting this following error. Global symbol "%opt" requires explicit package name at ./rt-mailgate line 152. syntax error at ./rt-mailgate line 154, near "$line ~" Execution of ./rt-mailgate aborted due to compilation errors. aseim99 wrote: > > Hello we have an old RT , i think its 3.6 . Now we are planing on > deploying new one i.e 3.8. > My question is that we will like old tickets to still go to old rt system > and any tickets above 10,000 id number will go to new system. So in > essence the mail gateway or something else ? will forward tickets having > id number less that 10,000 to the old rt and anything above that will go > to new rt with new queues on new rt. Then after some time we will disable > the old system and only new one will be there , this is to avoid any > downtime. > RT is a brilliant system and we are looking to use it more , but this > needs to be possible or my manager wont go ahead with the new system. > Any suggestions and helps much appreciated. > Cheers > -- View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31594199.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Munsch at phillycarshare.org Wed May 11 10:29:11 2011 From: Munsch at phillycarshare.org (Rob Munsch) Date: Wed, 11 May 2011 10:29:11 -0400 Subject: [rt-users] Can't connect to old DB Message-ID: Sorry, List: I?ve read the various docs and worked on this a few days, but? I?ve installed rt4 next to my rt3, and specified use of the rt3 database, with the same username and password. However, going to rt.domain.com now shows me the ?Hey congrats, you?ve a new RT install! Let?s set up the database!? On the commandline, the rt_user can connect to mysql with the password I?ve specified. I?ve checked the config files and the correct username and mysql password are there. I?ve followed, I thought, the updated apache instructions (and I do seem to be hitting /opt/rt4/ and not /opt/rt3/). I?m stumped. Is this a symptom of a common mistake, or I have done something strange? Thanks? ------------------------ 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 fireskyer at gmx.de Wed May 11 10:31:36 2011 From: fireskyer at gmx.de (john s.) Date: Wed, 11 May 2011 07:31:36 -0700 (PDT) Subject: [rt-users] RT Authen: External Auth won't work over ssl Message-ID: <31594799.post@talk.nabble.com> Hello Guys I have a problem to run the Auth. Plugin over ssl.... My settings are: 1. AD Server Windows 2008 2. Client Linux Ubuntu Lynx 10.04 LTS Version So what i have done on the ServerSide: Create a zertificate refered by this Document http://technet.microsoft.com/en-us/library/ee411009%28WS.10%29.aspx Microsoft I had tested the ldap connection over ssl on the server side, by the help of ldp.exe ... this works perfectly On the client side: I had converted the certifiacte from the server Server with openssl in an pm file and installed the imported Certificate in the directory /etc/ssl/certs. But no ssl connections take place ... the plugin makes an fallback ( proofed with thshark,perfmon and ssldump) on port 389 ( i wonder why). so here is my plugin config: ##RT Authenth############# Set( @Plugins,qw(RT::Authen::ExternalAuth)); Set($ExternalAuthPriority,['My_LDAP']); Set($ExternalInfoPriority,['My_LDAP']); Set($ExternalServiceUsesSSLorTLS,1); Set($AutoCreateNonExternalUsers,1); Set($AutoCreate,{Privileged => 1}); Set($ExternalSettings,{'My_LDAP' =>{ ## GENERIC SECTION 'type' => 'ldap', 'server' => 'xxxxxxxxxxxxxx', 'user' => 'CN=xxxxxxxxx,OU=xxxxxxxxx,OU=xxxx,DC=xxxxxxxxxxxl', 'pass' => 'xxxxxxxxxxxxx', 'base' => 'OU=Benutzer,OU=xxxx,DC=xxxx,DC=xxx', 'filter' => '(memberOf=CN=xxxx,OU=Gruppen,OU=xxxx,DC=xxxxxxxx)', 'd_filter' => '(userAccountControl=514)', 'tls' => 1, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], #'group' => '', #'group_attr' => '', 'attr_match_list' => [ 'Name', 'EmailAddress', ], 'attr_map' => { 'Name' => 'sAMAccountName', 'RealName' => 'cn', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'ExternalAuthId' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'Zip' => 'postalCode', Does the plugin need an self signed certificate ?... if so, how i can create this with windows 2008 server? or do i need some software like likewise , that the server can authorize against the linux client ? i tried to make an ldapsearch with the following command: ldapsearch -h xxx.local -p 636 -Z -D "sbah\admin" -w "password" -b " CN=Configuration,DC=xxx,DC=local" -s sub "sAMAccountName=USER" comes an error: ldap_start_tls: Can't contact LDAP server (-1) ldap_sasl_bind(SIMPLE): Can't contact LDAP server (-1) don't have a clue whats wrong best regards skyerjoe -- View this message in context: http://old.nabble.com/RT-Authen%3A-External-Auth-won%27t-work-over-ssl-tp31594799p31594799.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From glamorous_gujju at hotmail.com Wed May 11 10:59:20 2011 From: glamorous_gujju at hotmail.com (Yaj Tap) Date: Wed, 11 May 2011 20:29:20 +0530 Subject: [rt-users] RT - Very slow while updating, commenting or closing request Message-ID: Hello, I have RT 3.8.1 on CentOS 5.5. Perl v5.8.8 Apache2 - v2.000004 When I try to update the ticket or add a comment or close a request it takes 15-20 seconds to complete the task. Is there a way to fix this problem? Any help will be really appreciated. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From knarrj at gsicommerce.com Wed May 11 11:30:16 2011 From: knarrj at gsicommerce.com (Joshua Knarr) Date: Wed, 11 May 2011 11:30:16 -0400 Subject: [rt-users] Can't connect to old DB In-Reply-To: References: Message-ID: <1305127816.2705.3.camel@barley.gsicommerce.com> You know there's a bunch of schema changes between 4 and 3, right? :) If you pointed RT4 software at the RT3 database, the upgrade process changes the schema. On Wed, 2011-05-11 at 10:29 -0400, Rob Munsch wrote: > Sorry, List: I?ve read the various docs and worked on this a few days, > but? > > > > I?ve installed rt4 next to my rt3, and specified use of the rt3 > database, with the same username and password. However, going to > rt.domain.com now shows me the ?Hey congrats, you?ve a new RT install! > Let?s set up the database!? > > > > On the commandline, the rt_user can connect to mysql with the password > I?ve specified. I?ve checked the config files and the correct > username and mysql password are there. I?ve followed, I thought, the > updated apache instructions (and I do seem to be hitting /opt/rt4/ and > not /opt/rt3/). I?m stumped. Is this a symptom of a common mistake, > or I have done something strange? > > > > Thanks? > > > > ------------------------ > > 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. > > > > -- Joshua Knarr knarrj at gsicommerce.com Desk: 610-491-7110 Mobi: 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 Munsch at phillycarshare.org Wed May 11 11:57:12 2011 From: Munsch at phillycarshare.org (Rob Munsch) Date: Wed, 11 May 2011 11:57:12 -0400 Subject: [rt-users] Can't connect to old DB In-Reply-To: <1305127816.2705.3.camel@barley.gsicommerce.com> References: <1305127816.2705.3.camel@barley.gsicommerce.com> Message-ID: You know there's a bunch of schema changes between 4 and 3, right? :) If you pointed RT4 software at the RT3 database, the upgrade process changes the schema. Well, yes; part of the process is running the upgrade scripts on the database, which was done, and seemed to complete successfully. Essentially it was a new install of RT4 into its own directory, as per instructions, giving it the rt3 db name, user, and password; the upgrade script was run against the RT3 database; then the Apache conf of the site was altered to make the RT hostname point to the rt4 docroot instead of rt3. This seems to match the docs, yet going to the site gets a 4.0.0 web page with "Hi! No database! Tee hee." -------------- next part -------------- An HTML attachment was scrubbed... URL: From knarrj at gsicommerce.com Wed May 11 12:15:09 2011 From: knarrj at gsicommerce.com (Joshua Knarr) Date: Wed, 11 May 2011 12:15:09 -0400 Subject: [rt-users] Can't connect to old DB In-Reply-To: References: <1305127816.2705.3.camel@barley.gsicommerce.com> Message-ID: <1305130509.2705.4.camel@barley.gsicommerce.com> Oh, I misread that as "I'm trying to run these in parallel". What version are you upgrading from? On Wed, 2011-05-11 at 11:57 -0400, Rob Munsch wrote: > ? > > > > You know there's a bunch of schema changes between 4 and 3, > right? :) > > If you pointed RT4 software at the RT3 database, the upgrade > process changes the schema. > > Well, yes; part of the process is running the upgrade scripts on the > database, which was done, and seemed to complete > successfully. Essentially it was a new install of RT4 into its own > directory, as per instructions, giving it the rt3 db name, user, and > password; the upgrade script was run against the RT3 database; then > the Apache conf of the site was altered to make the RT hostname point > to the rt4 docroot instead of rt3. This seems to match the docs, yet > going to the site gets a 4.0.0 web page with "Hi! No database! Tee > hee." -- Joshua Knarr knarrj at gsicommerce.com Desk: 610-491-7110 Mobi: 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 Munsch at phillycarshare.org Wed May 11 12:22:27 2011 From: Munsch at phillycarshare.org (Rob Munsch) Date: Wed, 11 May 2011 12:22:27 -0400 Subject: [rt-users] Can't connect to old DB In-Reply-To: <1305130509.2705.4.camel@barley.gsicommerce.com> References: <1305127816.2705.3.camel@barley.gsicommerce.com> <1305130509.2705.4.camel@barley.gsicommerce.com> Message-ID: ________________________________ From: Joshua Knarr [mailto:knarrj at gsicommerce.com] Oh, I misread that as "I'm trying to run these in parallel". What version are you upgrading from? Oh, gotcha. It was 3.8.8. I dumped the old DB (and I guess if all else fails can restore that and go back using the 3.8 install), ran the upgrade script, and watched it tell me about 3.8.9, 3.9, etc, as they were applied. On Wed, 2011-05-11 at 11:57 -0400, Rob Munsch wrote: ? You know there's a bunch of schema changes between 4 and 3, right? :) If you pointed RT4 software at the RT3 database, the upgrade process changes the schema. Well, yes; part of the process is running the upgrade scripts on the database, which was done, and seemed to complete successfully. Essentially it was a new install of RT4 into its own directory, as per instructions, giving it the rt3 db name, user, and password; the upgrade script was run against the RT3 database; then the Apache conf of the site was altered to make the RT hostname point to the rt4 docroot instead of rt3. This seems to match the docs, yet going to the site gets a 4.0.0 web page with "Hi! No database! Tee hee." -------------- next part -------------- An HTML attachment was scrubbed... URL: From knarrj at gsicommerce.com Wed May 11 12:29:28 2011 From: knarrj at gsicommerce.com (Joshua Knarr) Date: Wed, 11 May 2011 12:29:28 -0400 Subject: [rt-users] Can't connect to old DB In-Reply-To: References: <1305127816.2705.3.camel@barley.gsicommerce.com> <1305130509.2705.4.camel@barley.gsicommerce.com> Message-ID: <1305131368.2705.5.camel@barley.gsicommerce.com> Did any of these throw errors or warnings? On Wed, 2011-05-11 at 12:22 -0400, Rob Munsch wrote: > ? > > > > > > > ______________________________________________________________ > From: Joshua Knarr [mailto:knarrj at gsicommerce.com] > > > Oh, I misread that as "I'm trying to run these in parallel". > > What version are you upgrading from? > > Oh, gotcha. It was 3.8.8. I dumped the old DB (and I guess if all > else fails can restore that and go back using the 3.8 install), ran > the upgrade script, and watched it tell me about 3.8.9, 3.9, etc, as > they were applied. > > > On Wed, 2011-05-11 at 11:57 -0400, Rob Munsch wrote: > > > > > ? > > > > > > You know there's a bunch of schema changes between 4 > > and 3, right? :) > > > > If you pointed RT4 software at the RT3 database, the > > upgrade process changes the schema. > > > > > > Well, yes; part of the process is running the upgrade > > scripts on the database, which was done, and seemed to > > complete successfully. Essentially it was a new install of > > RT4 into its own directory, as per instructions, giving it > > the rt3 db name, user, and password; the upgrade script was > > run against the RT3 database; then the Apache conf of the > > site was altered to make the RT hostname point to the rt4 > > docroot instead of rt3. This seems to match the docs, yet > > going to the site gets a 4.0.0 web page with "Hi! No > > database! Tee hee." > > -- Joshua Knarr knarrj at gsicommerce.com Desk: 610-491-7110 Mobi: 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 Munsch at phillycarshare.org Wed May 11 12:39:29 2011 From: Munsch at phillycarshare.org (Rob Munsch) Date: Wed, 11 May 2011 12:39:29 -0400 Subject: [rt-users] Can't connect to old DB In-Reply-To: <1305131368.2705.5.camel@barley.gsicommerce.com> References: <1305127816.2705.3.camel@barley.gsicommerce.com> <1305130509.2705.4.camel@barley.gsicommerce.com> <1305131368.2705.5.camel@barley.gsicommerce.com> Message-ID: Not that I saw. ________________________________ From: Joshua Knarr [mailto:knarrj at gsicommerce.com] Sent: Wednesday, May 11, 2011 12:29 PM To: Rob Munsch Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Can't connect to old DB Did any of these throw errors or warnings? On Wed, 2011-05-11 at 12:22 -0400, Rob Munsch wrote: ? ________________________________ From: Joshua Knarr [mailto:knarrj at gsicommerce.com] Oh, I misread that as "I'm trying to run these in parallel". What version are you upgrading from? Oh, gotcha. It was 3.8.8. I dumped the old DB (and I guess if all else fails can restore that and go back using the 3.8 install), ran the upgrade script, and watched it tell me about 3.8.9, 3.9, etc, as they were applied. On Wed, 2011-05-11 at 11:57 -0400, Rob Munsch wrote: ? You know there's a bunch of schema changes between 4 and 3, right? :) If you pointed RT4 software at the RT3 database, the upgrade process changes the schema. Well, yes; part of the process is running the upgrade scripts on the database, which was done, and seemed to complete successfully. Essentially it was a new install of RT4 into its own directory, as per instructions, giving it the rt3 db name, user, and password; the upgrade script was run against the RT3 database; then the Apache conf of the site was altered to make the RT hostname point to the rt4 docroot instead of rt3. This seems to match the docs, yet going to the site gets a 4.0.0 web page with "Hi! No database! Tee hee." -- Joshua Knarr knarrj at gsicommerce.com Desk: 610-491-7110 Mobi: 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 yan at seiner.com Wed May 11 12:49:15 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 11 May 2011 09:49:15 -0700 (PDT) Subject: [rt-users] Using RT to track outgoing requests Message-ID: <31cd1dcb9f568b45accb582d6462aca6.squirrel@mail.seiner.com> I'm following up on this thread: http://lists.bestpractical.com/pipermail/rt-users/2011-April/070205.html I am very interested in making this work. We often need to communicate with outside agencies and being able to "push" a ticket to an outside agent would be very useful. --Yan -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From ktm at rice.edu Wed May 11 12:59:09 2011 From: ktm at rice.edu (ktm at rice.edu) Date: Wed, 11 May 2011 11:59:09 -0500 Subject: [rt-users] RT - Very slow while updating, commenting or closing request In-Reply-To: References: Message-ID: <20110511165909.GB8555@staff-mud-56-27.rice.edu> On Wed, May 11, 2011 at 08:29:20PM +0530, Yaj Tap wrote: > > Hello, > > I have RT 3.8.1 on CentOS 5.5. > Perl v5.8.8 > Apache2 - v2.000004 > > When I try to update the ticket or add a comment or close a request it takes 15-20 seconds to complete the task. Is there a way to fix this problem? > > Any help will be really appreciated. > > Thank you. > > I would not expect the slow part to be the web pieces. Maybe you should be looking at your DB backend? That is where we have traditionally seen the slowness. If you fix that, the rest will follow. Cheers, Ken From falcone at bestpractical.com Wed May 11 13:06:38 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 11 May 2011 13:06:38 -0400 Subject: [rt-users] RT - Very slow while updating, commenting or closing request In-Reply-To: <20110511165909.GB8555@staff-mud-56-27.rice.edu> References: <20110511165909.GB8555@staff-mud-56-27.rice.edu> Message-ID: <20110511170638.GT1000@jibsheet.com> On Wed, May 11, 2011 at 11:59:09AM -0500, ktm at rice.edu wrote: > On Wed, May 11, 2011 at 08:29:20PM +0530, Yaj Tap wrote: > > > > Hello, > > > > I have RT 3.8.1 on CentOS 5.5. > > Perl v5.8.8 > > Apache2 - v2.000004 > > > > When I try to update the ticket or add a comment or close a request it takes 15-20 seconds to complete the task. Is there a way to fix this problem? > > > > Any help will be really appreciated. > > > > Thank you. > > > > > > I would not expect the slow part to be the web pieces. Maybe you should > be looking at your DB backend? That is where we have traditionally seen > the slowness. If you fix that, the rest will follow. If you're seeing it only on comment/reply/resolve I've also encountered sendmail blocking on DNS requests and changing it to queue immediately speeds that up. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From johnp at fmgsupport.com Wed May 11 14:32:38 2011 From: johnp at fmgsupport.com (John Parker) Date: Wed, 11 May 2011 18:32:38 +0000 Subject: [rt-users] RT 4.0 and IE9 In-Reply-To: <4DC83168.3090907@bestpractical.com> References: <4DC83168.3090907@bestpractical.com> Message-ID: Apologies - turned out we were running the RC of IE9 - Works fine in the RTM. Regards John -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: 09 May 2011 19:25 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT 4.0 and IE9 On 05/09/2011 08:50 AM, John Parker wrote: > Beg to report that the new menu structure in RT4 requires IE9 to run > in compatibility mode (at least for me.) and the colour wheel on the > custom Theme page is not visible in either mode. RT 4 runs well for us when IE9 is not compatibility mode; in fact, it renders better. The color wheel doesn't render in compat mode, but does work in native IE9 mode. Are you sure you haven't turned on compat mode globally? How are you checking and switching the mode IE is in? Thomas Inbound Message checked by Websense Mail Control. Click https://www.mailcontrol.com/sr/wQw0zmjPoHdJTZGyOCrrhg== to report this email as spam. Please ensure that the email is not required for business use before proceeding. FMG Support is committed to reducing its impact on the environment. Please don't print this email unless absolutely necessary. Have you been impressed by one of our people? If so, we'd love to hear about it. You can nominate someone for a Spirit 2011 award by emailing spirit at fmgsupport.com. FMG Support Ltd. Registered in England. No. 3813859. Registered office: FMG House, St Andrews Road, Huddersfield, HD1 6NA. Tel: 0844 243 8888 Email: info at fmgsupport.com. If you have received this e-mail in error, please contact support at fmgsupport.com and delete it from your mailbox. Outbound Message checked by Websense Mail Control. From ruz at bestpractical.com Wed May 11 18:39:59 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 12 May 2011 02:39:59 +0400 Subject: [rt-users] Can't connect to old DB In-Reply-To: References: Message-ID: Hi, Logs should contain more precise error messages. Also, it may be difference in Database* options. However, you say that schema upgrade went well, so it sure connects to some DB. Use mysql client, check list of DBs, check tables, for example rt4 comes with articles table that was not in RT3.8, check rights in mysql. On Wed, May 11, 2011 at 6:29 PM, Rob Munsch wrote: > Sorry, List: I?ve read the various docs and worked on this a few days, but? > > > > I?ve installed rt4 next to my rt3, and specified use of the rt3 database, > with the same username and password.? However, going to rt.domain.com now > shows me the ?Hey congrats, you?ve a new RT install!? Let?s set up the > database!? > > > > On the commandline, the rt_user can connect to mysql with the password I?ve > specified.? I?ve checked the config files and the correct username and mysql > password are there.? I?ve followed, I thought, the updated apache > instructions (and I do seem to be hitting /opt/rt4/ and not /opt/rt3/).? I?m > stumped.? Is this a symptom of a common mistake, or I have done something > strange? > > > > Thanks? > > > > ------------------------ > > 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. > > -- Best regards, Ruslan. From willir70 at gmail.com Wed May 11 23:36:48 2011 From: willir70 at gmail.com (Todd Williams) Date: Wed, 11 May 2011 23:36:48 -0400 Subject: [rt-users] RT4 rt3-schema-relationships.dot available? Message-ID: Hello all, Is there an updated version of the RT4 DBSchema available? I have found 3.x in the docs/rt3-schema-relationships.dot location, but RT4.0.0 does not seem to have this file? (Is 3.x to 4.x different enough to matter?) The current Wiki svn link is defunct. I feel like I've done my research, but haven't had much luck. Anyone else? Thanks in advance, Todd -------------- next part -------------- An HTML attachment was scrubbed... URL: From robert.wysocki at contium.pl Thu May 12 03:58:48 2011 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Thu, 12 May 2011 09:58:48 +0200 Subject: [rt-users] RT 4.0.0, bulk update and autocomplete customfields In-Reply-To: <20110511122245.GR1000@jibsheet.com> References: <1305100091.2216.7.camel@rmwysocki> <20110511122245.GR1000@jibsheet.com> Message-ID: <1305187128.2216.20.camel@rmwysocki> Dnia 2011-05-11, ?ro o godzinie 08:22 -0400, Kevin Falcone pisze: > > After applying this patch in the 4.0.0 dir tree I get an error in the > > javascript error console: > > > > Erro: a is null > > https://RT_URL/NoAuth/js/squished-0250d779a57b569b917c8528747f9e45.js > > Line: 7 > > > > Since I'm not an javascript expert and the js is "squished" I'm stuck... > > Run in DevelMode, you'll get unsquished JS Well, unsquished js doesn't give me much more clues to go on, the error was: a is null https://RT_URL/NoAuth/js/jquery-ui-1.8.4.custom.min.js Line: 98 So I manually inserted some newlines into the js and it turned out that the error was in the line: _response:function(a){if(a.length){ in the jQuery autocomplete function. Is it a bug in jQueryUI? -- Robert Wysocki CONTIUM S.A., http://www.contium.pl From gsollazz at sgul.ac.uk Thu May 12 04:40:35 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Thu, 12 May 2011 09:40:35 +0100 Subject: [rt-users] CentOs 5.5 Message-ID: <4DCB9D03.2030604@sgul.ac.uk> In case anyone encounters similar problems, here's the steps I had to do to get rt4 on CentOs. 0) make fixdeps 1) make testdeps (fails because of DateTime being too old) 2) cpan install DateTime::TimeZone 3) cpan install Math::Round 4) cpan install DateTime 5) make testdeps (ok) 6) make install I couldn't find any reliable yum sources for perl-DateTime having a recent version. Also, tried to reinstall LWP and Bundle::CPAN but installing directly DateTime (without doing first TimeZone and Round) didn't seem to work. The 6 steps in order should do. G -- ____________________________________ 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 howie at thingy.com Thu May 12 07:02:56 2011 From: howie at thingy.com (Howard Jones) Date: Thu, 12 May 2011 12:02:56 +0100 Subject: [rt-users] Documenting RT Queue configs? In-Reply-To: <4DC7B41B.9090805@thingy.com> References: <4DC7B41B.9090805@thingy.com> Message-ID: <4DCBBE60.3050209@thingy.com> On 09/05/2011 10:30, Howard Jones wrote: > I'd like to be able to present that information with the context of the > groups people are members of, so it's obvious that a whole block of > people are affected by the same group membership (I try to avoid giving > single users special permissions): > > ModifyTicket: > User1 > User2 > Group1: > Group2: > User3 > User4 > User5 > > Before I dig into GroupMembers and figure it out, does such a thing > already exist? It seems like it'd be quite useful... RightsMatrix does > it from the point of view of a User, but not a Queue. > Just to stop this being one of those never-answered search hits, here's the function I came up with to do the recursive group part of this. Given an RT::Group, it produces a nested
    list of all the groups, and their members. Each group and user has a link to their page in the Admin webui, so you can use it to tweak things. The actual rights checking I stole straight out of Admin/Queues/GroupRights.html and Admin/Elements/SelectRights. print "
      "; print explode_group($Queue->AdminCc()); print "
    "; sub explode_group { my ($Group) = @_; my $results = ""; my $members = $Group->MembersObj(); while ( my $member = $members->Next ) { $results .= "
  • " . $member->MemberObj->Object->Name . ""; if ( $member->MemberObj->IsGroup ) { $results .= " [C]"; $results .= "
      "; $results .= explode_group( $member->MemberObj->Object ); $results .= "
    "; } else { $results .= " [C]"; $results .= " " . ( $member->MemberObj->Object->RealName || "" ) . ""; $results .= " - "; $results .= $member->MemberObj->Object->EmailAddress; if ( $member->MemberObj->Object->Disabled ) { $results .= " DISABLED"; } } $results .= "
    • "; } return $results; } From fireskyer at gmx.de Thu May 12 07:10:19 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 12 May 2011 04:10:19 -0700 (PDT) Subject: [rt-users] RT Authen: External Auth won't work over ssl In-Reply-To: <31594799.post@talk.nabble.com> References: <31594799.post@talk.nabble.com> Message-ID: <31602076.post@talk.nabble.com> So.. now i have tested an ldap conection over openssl the command is openssl s_client -connect xxx.xxx.xxx.xxx:636 it comes the following: CONNECTED(00000003) --- Certificate chain 0 s:/CN=xxx.xxx.local i:/CN=xxxx.xxxx.local --- Server certificate -----BEGIN CERTIFICATE----- xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx -----END CERTIFICATE----- subject=/CN=xxx.xxx.local issuer=/CN=xxxx.xxxx.local --- Acceptable client certificate CA names /DC=local/DC=xxx/CN=xxxx-xxxx-CA /CN=CAxxx /C=US/O=VeriSign, Inc./OU=Class 3 Public Primary Certification Authority /C=US/O=VeriSign, Inc./OU=Class 3 Public Primary Certification Authority - G2/OU=(c) 1998 VeriSign, Inc. - For authorized use only/OU=VeriSign Trust Network /C=US/O=GTE Corporation/OU=GTE CyberTrust Solutions, Inc./CN=GTE CyberTrust Global Root /C=DE/ST=none/L=none/O=SBA/CN=xxx.xxx.local /OU=Copyright (c) 1997 Microsoft Corp./OU=Microsoft Corporation/CN=Microsoft Root Authority /DC=com/DC=microsoft/CN=Microsoft Root Certificate Authority /CN=NT AUTHORITY --- SSL handshake has read 1754 bytes and written 459 bytes --- New, TLSv1/SSLv3, Cipher is AES128-SHA Server public key is 2048 bit Secure Renegotiation IS supported Compression: NONE Expansion: NONE SSL-Session: Protocol : TLSv1 Cipher : AES128-SHA Session-ID: 324i0?i0?234i0?234i0?234i0?234230i0?234E6235DF2B6863A365ABB04043 Session-ID-ctx: Master-Key: 000000000000000000000000000000000000000000000529CE6AA71521FCA6A6E5C73446B201651FD2F8 Key-Arg : None Start Time: 1305192634 Timeout : 300 (sec) Verify return code: 21 (unable to verify the first certificate) --- Whas does the return code reveal? best regards john s. -- View this message in context: http://old.nabble.com/RT-Authen%3A-External-Auth-won%27t-work-over-ssl-tp31594799p31602076.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From hiro24 at gmail.com Thu May 12 09:49:14 2011 From: hiro24 at gmail.com (Chris Hall) Date: Thu, 12 May 2011 09:49:14 -0400 Subject: [rt-users] Question about configuration changes in RT_SiteConfig.pm in 4.0.0 Message-ID: Hello, I had the following lines in my RT_SiteConfig.pm on 3.8.8: Set (@ActiveStatus, qw(new open stalled resolved)); Set (@InactiveStatus, qw(voicemail1 voicemail2 rejected deleted)); ..to move "resolved" to an active status, and also to make a couple new statuses.. "voicemail1" and "voicemail2", which were inactives. This no longer seems to work in 4.0.0, and I'm having some trouble tracking down how to achieve the same results. Does anybody have any insights into this? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu May 12 10:05:09 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 12 May 2011 10:05:09 -0400 Subject: [rt-users] Question about configuration changes in RT_SiteConfig.pm in 4.0.0 In-Reply-To: References: Message-ID: <20110512140509.GU1000@jibsheet.com> On Thu, May 12, 2011 at 09:49:14AM -0400, Chris Hall wrote: > Hello, > I had the following lines in my RT_SiteConfig.pm on 3.8.8: > Set (@ActiveStatus, qw(new open stalled resolved)); > Set (@InactiveStatus, qw(voicemail1 voicemail2 rejected deleted)); > ..to move "resolved" to an active status, and also to make a couple new statuses.. > "voicemail1" and "voicemail2", which were inactives. This no longer seems to work in 4.0.0, > and I'm having some trouble tracking down how to achieve the same results. Does anybody have > any insights into this? The doc fix I wrote yesterday should address this: https://github.com/bestpractical/rt/commit/b4aafe53dd1952109088facb92bf824a3a81b128 -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 May 12 10:06:17 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 12 May 2011 10:06:17 -0400 Subject: [rt-users] RT 4.0.0, bulk update and autocomplete customfields In-Reply-To: <1305187128.2216.20.camel@rmwysocki> References: <1305100091.2216.7.camel@rmwysocki> <20110511122245.GR1000@jibsheet.com> <1305187128.2216.20.camel@rmwysocki> Message-ID: <20110512140617.GV1000@jibsheet.com> On Thu, May 12, 2011 at 09:58:48AM +0200, Robert Wysocki wrote: > Dnia 2011-05-11, ?ro o godzinie 08:22 -0400, Kevin Falcone pisze: > > > After applying this patch in the 4.0.0 dir tree I get an error in the > > > javascript error console: > > > > > > Erro: a is null > > > https://RT_URL/NoAuth/js/squished-0250d779a57b569b917c8528747f9e45.js > > > Line: 7 > > > > > > Since I'm not an javascript expert and the js is "squished" I'm stuck... > > > > Run in DevelMode, you'll get unsquished JS > > Well, unsquished js doesn't give me much more clues to go on, the error > was: > a is null > https://RT_URL/NoAuth/js/jquery-ui-1.8.4.custom.min.js > Line: 98 > > So I manually inserted some newlines into the js and it turned out that > the error was in the line: > _response:function(a){if(a.length){ > in the jQuery autocomplete function. > Is it a bug in jQueryUI? I doubt it's a jQuery bug unless the autocompleter doesn't work elsewhere. It is more likely that your patch needs updating for 4.0 -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 May 12 10:07:25 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 12 May 2011 10:07:25 -0400 Subject: [rt-users] RT4 rt3-schema-relationships.dot available? In-Reply-To: References: Message-ID: <20110512140725.GW1000@jibsheet.com> On Wed, May 11, 2011 at 11:36:48PM -0400, Todd Williams wrote: > Is there an updated version of the RT4 DBSchema available? I have found 3.x in the > docs/rt3-schema-relationships.dot location, but RT4.0.0 does not seem to have this file? (Is > 3.x to 4.x different enough to matter?) The current Wiki svn link is defunct. I feel like I've > done my research, but haven't had much luck. Anyone else? That file was 6 years out of date, and rather than continuing to ship old misleading documentation it was decided to drop it during the run up to 4.0 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From robert.wysocki at contium.pl Thu May 12 10:17:20 2011 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Thu, 12 May 2011 16:17:20 +0200 Subject: [rt-users] RT 4.0.0, bulk update and autocomplete customfields In-Reply-To: <20110512140617.GV1000@jibsheet.com> References: <1305100091.2216.7.camel@rmwysocki> <20110511122245.GR1000@jibsheet.com> <1305187128.2216.20.camel@rmwysocki> <20110512140617.GV1000@jibsheet.com> Message-ID: <1305209840.2216.28.camel@rmwysocki> Dnia 2011-05-12, czw o godzinie 10:06 -0400, Kevin Falcone pisze: > I doubt it's a jQuery bug unless the autocompleter doesn't work > elsewhere. It is more likely that your patch needs updating for 4.0 Kevin, take a look at my patch -- it's really simple and it uses standard RT element -- EditCustomFieldAutocomplete. That's my only modification, nothing else. Both the javascript and the EditCustomFieldAutocomplete work in the other templates. BTW: Why autocomplete customfileds aren't supported in bulk update out-of-the box? -- Robert Wysocki CONTIUM S.A., http://www.contium.pl From jblaine at kickflop.net Thu May 12 10:21:59 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Thu, 12 May 2011 10:21:59 -0400 Subject: [rt-users] Apache memory growth for RT Message-ID: <4DCBED07.4070004@kickflop.net> I'm pretty confused. We have an Apache-served RT 3.8.7 instance with Postgres backend. It's using mod_perl. All 10 current httpd processes are over *300MB* each already after a host reboot 30 hours ago. We have a NON-RT system, with the same OS and package versions, serving 10 times more people via mod_php + Postgres (a SourceForge-like system). All current httpd processes are ~50MB after being up for 5 days. What gives? Any ideas? From trs at bestpractical.com Thu May 12 10:48:44 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 12 May 2011 10:48:44 -0400 Subject: [rt-users] RT 4.0.0, bulk update and autocomplete customfields In-Reply-To: <1305209840.2216.28.camel@rmwysocki> References: <1305100091.2216.7.camel@rmwysocki> <20110511122245.GR1000@jibsheet.com> <1305187128.2216.20.camel@rmwysocki> <20110512140617.GV1000@jibsheet.com> <1305209840.2216.28.camel@rmwysocki> Message-ID: <4DCBF34C.6000400@bestpractical.com> On 05/12/2011 10:17 AM, Robert Wysocki wrote: >> I doubt it's a jQuery bug unless the autocompleter doesn't work >> elsewhere. It is more likely that your patch needs updating for 4.0 > > Kevin, take a look at my patch -- it's really simple and it uses > standard RT element -- EditCustomFieldAutocomplete. That's my only > modification, nothing else. > Both the javascript and the EditCustomFieldAutocomplete work in the > other templates. Your patch passes an invalid CF key to the EditCustomFieldAutocomplete component. The autocomplete endpoint returns nothing (causing the JS error) when given an invalid CF key. Your patch needs fixing for 4.0.0. I'm not entirely sure how it worked on 3.8, which expects the same kind of CF key, but I'll take your word for it. It's possible you made a corresponding modification to make it work in 3.8 but didn't port that over as well. > BTW: Why autocomplete customfileds aren't supported in bulk update > out-of-the box? Bulk update was overlooked, and that should be fixed. Filing a bug to include all CF types on bulk update would be useful. rt-bugs at bestpractical.com Cheers, Thomas From Munsch at phillycarshare.org Thu May 12 11:02:23 2011 From: Munsch at phillycarshare.org (Rob Munsch) Date: Thu, 12 May 2011 11:02:23 -0400 Subject: [rt-users] Can't connect to old DB In-Reply-To: References: Message-ID: Thanks, Ruslan: check all that, I couldn't find any errors with rt or the database, so I looked looked at my apache2 config again. Replaced it with the stock example in the docs, which I perhaps should have done before getting hung up on the idea it was a DB communication issue. It's working now (and also seems a great deal faster than 3.8!). > -----Original Message----- > From: ruslan.zakirov at gmail.com > [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: Wednesday, May 11, 2011 6:40 PM > To: Rob Munsch > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Can't connect to old DB > > Hi, > > Logs should contain more precise error messages. Also, it may > be difference in Database* options. However, you say that > schema upgrade went well, so it sure connects to some DB. > > Use mysql client, check list of DBs, check tables, for > example rt4 comes with articles table that was not in RT3.8, > check rights in mysql. > > On Wed, May 11, 2011 at 6:29 PM, Rob Munsch > wrote: > > Sorry, List: I?ve read the various docs and worked on this > a few days, > > but? > > > > > > > > I?ve installed rt4 next to my rt3, and specified use of the rt3 > > database, with the same username and password.? However, going to > > rt.domain.com now shows me the ?Hey congrats, you?ve a new > RT install!? > > Let?s set up the database!? > > > > > > > > On the commandline, the rt_user can connect to mysql with > the password > > I?ve specified.? I?ve checked the config files and the correct > > username and mysql password are there.? I?ve followed, I > thought, the > > updated apache instructions (and I do seem to be hitting > /opt/rt4/ and > > not /opt/rt3/).? I?m stumped.? Is this a symptom of a > common mistake, > > or I have done something strange? > > > > > > > > Thanks? > > > > > > > > ------------------------ > > > > 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. > > > > > > > > -- > Best regards, Ruslan. > From gsollazz at sgul.ac.uk Thu May 12 11:11:51 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Thu, 12 May 2011 16:11:51 +0100 Subject: [rt-users] Name in Use Message-ID: <4DCBF8B7.3010906@sgul.ac.uk> Hi, I've noticed this behaviour that I'm not sure how to explain. I'm experimenting with our externally facing queue. There seems to be a problem about people with same name creating tickets as external users. I've got this relevant bits of configuration: Set( @Plugins, qw(RT::Authen::ExternalAuth)); Set($ExternalAuthPriority, [ 'My_LDAP' ] ); Set($ExternalInfoPriority, [ 'My_LDAP' ] ); Set($AutoCreateNonExternalUsers, 1); Moreover, "Everyone" can create tickets on the queue. What happened: 1 - I sent an e-mail from username at ldap from "Paul Smith" -> ticket and users were created ok 2 - I sent an e-mail from another at different.domain.com from "Paul Smith" -> failed as "Name in use". 3 - If I send an e-mail from other name/surname, it works providing it's not in ldap More precisely, [Thu May 12 14:31:27 2011] [debug]: Going to create user with address 'another at different.domain.com' (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:97) [Thu May 12 14:31:27 2011] [debug]: RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::Authen::ExternalAuth /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm 553 with: Comments: Autocreated on ticket submission, Disabled: 0, EmailAddress: peppe at orkus.it, Name: another at different.domain.com, Password: , Privileged: 0, RealName: Paul Smith (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:450) [Thu May 12 14:31:27 2011] [debug]: Attempting to get user info using this external service: My_LDAP (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:458) [Thu May 12 14:31:27 2011] [debug]: Attempting to use this canonicalization key: Name (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472) [Thu May 12 14:31:27 2011] [debug]: LDAP Search === Base: ou=people,o=domain == Filter: (&(uid=*)(uid=another at different.domain.com)) == Attrs: l,cn,st,mail,gecos,co,postalAddress,postalCode,telephoneNumber,uid,o,uid (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195) [Thu May 12 14:31:27 2011] [debug]: Attempting to use this canonicalization key: EmailAddress (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472) [Thu May 12 14:31:27 2011] [debug]: LDAP Search === Base: ou=people,o=domain == Filter: (&(uid=*)(mail=another at different.domain.com)) == Attrs: l,cn,st,mail,gecos,co,postalAddress,postalCode,telephoneNumber,uid,o,uid (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195) [Thu May 12 14:31:27 2011] [debug]: *Attempting to use this canonicalization key: RealName (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472) [Thu May 12 14:31:27 2011] [debug]: LDAP Search === Base: ou=people,o=domain == Filter: (&(uid=*)(cn=Paul Smith))* == Attrs: l,cn,st,mail,gecos,co,postalAddress,postalCode,telephoneNumber,uid,o,uid (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195) [Thu May 12 14:31:27 2011] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , City: London, Comments: Autocreated on ticket submission, Country: , Disabled: 0, EmailAddress: another at different.domain.com, ExternalAuthId: username, Gecos: Paul Smith, Computing, : (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) [Thu May 12 14:31:27 2011] [crit]: U*ser creation failed in mailgateway: Name in use* (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:244) [Thu May 12 14:31:48 2011] [warning]: Couldn't load user 'another at different.domain.com'.giving up (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:996) [Thu May 12 14:31:48 2011] [crit]: User 'another at different.domain.com' could not be loaded in the mail gateway (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:244) [Thu May 12 14:31:59 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 (another at different.domain.com). You might need to grant 'Everyone' the right 'CreateTicket' for the I guess the problem is that it does not allow auto creation when it finds a user with the same name in the authentication authority... is there any chance to disable CanonicalizeUserInfo - providing that is responsible? Or maybe using AutoCreateFromExternalUserInfo (even though that would not be the behaviour I'd like to activate). Any suggestion really appreciated! 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 steve.anderson at bipsolutions.com Thu May 12 11:13:02 2011 From: steve.anderson at bipsolutions.com (Steve Anderson) Date: Thu, 12 May 2011 16:13:02 +0100 Subject: [rt-users] Old RT and New RT ? In-Reply-To: <31594199.post@talk.nabble.com> References: <31558446.post@talk.nabble.com> <31594199.post@talk.nabble.com> Message-ID: Bah! I missed an s. As I said, I've not tested it ;) my $full_url="http://NewRTInstance/REST/1.0/NoAuth/mail-gateway"; foreach my $line (split(/\n/,$opts{'headers'})) { if ($line ~= /^\tsubject:/i) { if($line ~=/\[tag #\d{1,4}\]/i) { $full_url=" http://OldRTInstance/REST/1.0/NoAuth/mail-gateway"; } } } -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of aseim99 Sent: 11 May 2011 14:26 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Old RT and New RT ? Hello mate, thanks for that code. I am getting this following error. Global symbol "%opt" requires explicit package name at ./rt-mailgate line 152. syntax error at ./rt-mailgate line 154, near "$line ~" Execution of ./rt-mailgate aborted due to compilation errors. aseim99 wrote: > > Hello we have an old RT , i think its 3.6 . Now we are planing on > deploying new one i.e 3.8. > My question is that we will like old tickets to still go to old rt system > and any tickets above 10,000 id number will go to new system. So in > essence the mail gateway or something else ? will forward tickets having > id number less that 10,000 to the old rt and anything above that will go > to new rt with new queues on new rt. Then after some time we will disable > the old system and only new one will be there , this is to avoid any > downtime. > RT is a brilliant system and we are looking to use it more , but this > needs to be possible or my manager wont go ahead with the new system. > Any suggestions and helps much appreciated. > Cheers > -- View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31594199.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ______________________________________________ This email has been scanned by Netintelligence http://www.netintelligence.com/email BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. **************************************************************************** This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. **************************************************************************** From trs at bestpractical.com Thu May 12 11:17:50 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 12 May 2011 11:17:50 -0400 Subject: [rt-users] Name in Use In-Reply-To: <4DCBF8B7.3010906@sgul.ac.uk> References: <4DCBF8B7.3010906@sgul.ac.uk> Message-ID: <4DCBFA1E.3030201@bestpractical.com> On 05/12/2011 11:11 AM, Giuseppe Sollazzo wrote: > Hi, > I've noticed this behaviour that I'm not sure how to explain. > > I'm experimenting with our externally facing queue. There seems to be a > problem about people with same name creating tickets as external users. > > I've got this relevant bits of configuration: > > Set( @Plugins, qw(RT::Authen::ExternalAuth)); > Set($ExternalAuthPriority, [ > 'My_LDAP' > ] > ); > Set($ExternalInfoPriority, [ > 'My_LDAP' > ] > ); > Set($AutoCreateNonExternalUsers, 1); Show us the actual config that matters, please. Your ldap settings for My_LDAP. The likely problem is that you're matching on Realname, which is almost never what you want (as you've found out). Thomas From mike.johnson at nosm.ca Thu May 12 11:22:29 2011 From: mike.johnson at nosm.ca (Mike Johnson) Date: Thu, 12 May 2011 11:22:29 -0400 Subject: [rt-users] Name in Use In-Reply-To: <4DCBF8B7.3010906@sgul.ac.uk> References: <4DCBF8B7.3010906@sgul.ac.uk> Message-ID: It sounds like your matching setup in your LDAP settings is matching to "Paul Smith" for both users... try matching to email address. HTH MIke. On Thu, May 12, 2011 at 11:11 AM, Giuseppe Sollazzo wrote: > Hi, > I've noticed this behaviour that I'm not sure how to explain. > > I'm experimenting with our externally facing queue. There seems to be a > problem about people with same name creating tickets as external users. > > I've got this relevant bits of configuration: > > Set( @Plugins, qw(RT::Authen::ExternalAuth)); > Set($ExternalAuthPriority, [ > 'My_LDAP' > ] > ); > Set($ExternalInfoPriority, [ > 'My_LDAP' > ] > ); > Set($AutoCreateNonExternalUsers, 1); > > > Moreover, "Everyone" can create tickets on the queue. What happened: > 1 - I sent an e-mail from username at ldap from "Paul Smith" -> ticket and > users were created ok > 2 - I sent an e-mail from another at different.domain.com from "Paul Smith" > -> failed as "Name in use". > 3 - If I send an e-mail from other name/surname, it works providing it's > not in ldap > > More precisely, > > [Thu May 12 14:31:27 2011] [debug]: Going to create user with address ' > another at different.domain.com' > (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:97) > [Thu May 12 14:31:27 2011] [debug]: > RT::Authen::ExternalAuth::CanonicalizeUserInfo called by > RT::Authen::ExternalAuth > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm > 553 with: Comments: Autocreated on ticket submission, Disabled: 0, > EmailAddress: peppe at orkus.it, Name: another at different.domain.com, > Password: , Privileged: 0, RealName: Paul Smith > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:450) > [Thu May 12 14:31:27 2011] [debug]: Attempting to get user info using this > external service: My_LDAP > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:458) > [Thu May 12 14:31:27 2011] [debug]: Attempting to use this canonicalization > key: Name > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472) > [Thu May 12 14:31:27 2011] [debug]: LDAP Search === Base: > ou=people,o=domain == Filter: (&(uid=*)(uid=another at different.domain.com)) > == Attrs: > l,cn,st,mail,gecos,co,postalAddress,postalCode,telephoneNumber,uid,o,uid > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195) > [Thu May 12 14:31:27 2011] [debug]: Attempting to use this canonicalization > key: EmailAddress > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472) > [Thu May 12 14:31:27 2011] [debug]: LDAP Search === Base: > ou=people,o=domain == Filter: (&(uid=*)(mail=another at different.domain.com)) > == Attrs: > l,cn,st,mail,gecos,co,postalAddress,postalCode,telephoneNumber,uid,o,uid > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195) > [Thu May 12 14:31:27 2011] [debug]: *Attempting to use this > canonicalization key: RealName > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472) > [Thu May 12 14:31:27 2011] [debug]: LDAP Search === Base: > ou=people,o=domain == Filter: (&(uid=*)(cn=Paul Smith))* == Attrs: > l,cn,st,mail,gecos,co,postalAddress,postalCode,telephoneNumber,uid,o,uid > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195) > [Thu May 12 14:31:27 2011] [info]: > RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , City: > London, Comments: Autocreated on ticket submission, Country: , Disabled: 0, > EmailAddress: another at different.domain.com, ExternalAuthId: username, > Gecos: Paul Smith, Computing, : > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) > [Thu May 12 14:31:27 2011] [crit]: U*ser creation failed in mailgateway: > Name in use* (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:244) > [Thu May 12 14:31:48 2011] [warning]: Couldn't load user ' > another at different.domain.com'.giving up > (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:996) > [Thu May 12 14:31:48 2011] [crit]: User 'another at different.domain.com' > could not be loaded in the mail gateway > (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:244) > [Thu May 12 14:31:59 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 ( > another at different.domain.com). > > You might need to grant 'Everyone' the right 'CreateTicket' for the > > I guess the problem is that it does not allow auto creation when it finds a > user with the same name in the authentication authority... is there any > chance to disable CanonicalizeUserInfo - providing that is responsible? Or > maybe using AutoCreateFromExternalUserInfo (even though that would not be > the behaviour I'd like to activate). > > Any suggestion really appreciated! > > 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 > > > -- 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 gsollazz at sgul.ac.uk Thu May 12 11:27:15 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Thu, 12 May 2011 16:27:15 +0100 Subject: [rt-users] Name in Use In-Reply-To: <4DCBFA1E.3030201@bestpractical.com> References: <4DCBF8B7.3010906@sgul.ac.uk> <4DCBFA1E.3030201@bestpractical.com> Message-ID: <4DCBFC53.2080608@sgul.ac.uk> Ah, right. I suppose I need to change 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', ], to 'attr_match_list' => [ 'EmailAddress', ], ? Thanks, G On 12/05/11 16:17, Thomas Sibley wrote: > On 05/12/2011 11:11 AM, Giuseppe Sollazzo wrote: >> Hi, >> I've noticed this behaviour that I'm not sure how to explain. >> >> I'm experimenting with our externally facing queue. There seems to be a >> problem about people with same name creating tickets as external users. >> >> I've got this relevant bits of configuration: >> >> Set( @Plugins, qw(RT::Authen::ExternalAuth)); >> Set($ExternalAuthPriority, [ >> 'My_LDAP' >> ] >> ); >> Set($ExternalInfoPriority, [ >> 'My_LDAP' >> ] >> ); >> Set($AutoCreateNonExternalUsers, 1); > Show us the actual config that matters, please. Your ldap settings for > My_LDAP. > > The likely problem is that you're matching on Realname, which is almost > never what you want (as you've found out). > > Thomas -- ____________________________________ 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 ktm at rice.edu Thu May 12 11:36:00 2011 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 12 May 2011 10:36:00 -0500 Subject: [rt-users] Apache memory growth for RT In-Reply-To: <4DCBED07.4070004@kickflop.net> References: <4DCBED07.4070004@kickflop.net> Message-ID: <20110512153600.GG8555@staff-mud-56-27.rice.edu> On Thu, May 12, 2011 at 10:21:59AM -0400, Jeff Blaine wrote: > I'm pretty confused. > > We have an Apache-served RT 3.8.7 instance with Postgres > backend. It's using mod_perl. All 10 current httpd > processes are over *300MB* each already after a host > reboot 30 hours ago. > > We have a NON-RT system, with the same OS and package > versions, serving 10 times more people via mod_php + > Postgres (a SourceForge-like system). All current > httpd processes are ~50MB after being up for 5 days. > > What gives? Any ideas? > > The memory footprint depends completely on the coding and resource needs of the software. RT caches a lot of data to improve performance. There are also some code areas that cause bad memory bloat if used. There is one issue with reading in the meta-data for every ticket found in a search when you select one of the search result tickets for display. The effect scales with the size of the result set. We have blown out our VM footprint to almost 2GB per httpd process and needed to restart httpd to regain memory and reasonable performance. I think that problem was fixed in 3.8.9 or 10 which is why we are eager to upgrade. Other than that our starting VIRT footprint for Apache/mod_perl is just over 300MB. Cheers, Ken From kfcrocker at lbl.gov Thu May 12 13:13:03 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 12 May 2011 10:13:03 -0700 Subject: [rt-users] Documenting RT Queue configs? In-Reply-To: <4DCBBE60.3050209@thingy.com> References: <4DC7B41B.9090805@thingy.com> <4DCBBE60.3050209@thingy.com> Message-ID: Howard, We have over 100 Queues that we use to support a whole slew of software. Although Rights Matrix does help when I'm curious about who can do what, your report idea is something I think might come in handy for us. If you ever get it working, are you going to create an extension for RT to implement with a future version upgrade? Perhaps under "Tools->Reports"? Kenn LBNL On Thu, May 12, 2011 at 4:02 AM, Howard Jones wrote: > On 09/05/2011 10:30, Howard Jones wrote: > > I'd like to be able to present that information with the context of the > > groups people are members of, so it's obvious that a whole block of > > people are affected by the same group membership (I try to avoid giving > > single users special permissions): > > > > ModifyTicket: > > User1 > > User2 > > Group1: > > Group2: > > User3 > > User4 > > User5 > > > > Before I dig into GroupMembers and figure it out, does such a thing > > already exist? It seems like it'd be quite useful... RightsMatrix does > > it from the point of view of a User, but not a Queue. > > > Just to stop this being one of those never-answered search hits, here's > the function I came up with to do the recursive group part of this. > Given an RT::Group, it produces a nested
      list of all the groups, > and their members. Each group and user has a link to their page in the > Admin webui, so you can use it to tweak things. > > The actual rights checking I stole straight out of > Admin/Queues/GroupRights.html and Admin/Elements/SelectRights. > > print "
        "; > print explode_group($Queue->AdminCc()); > print "
      "; > > > > sub explode_group { > my ($Group) = @_; > > my $results = ""; > > my $members = $Group->MembersObj(); > while ( my $member = $members->Next ) { > $results .= "
    • " . $member->MemberObj->Object->Name . > ""; > if ( $member->MemberObj->IsGroup ) { > $results .= " [C]"; > $results .= "
        "; > $results .= explode_group( $member->MemberObj->Object ); > $results .= "
      "; > } > else { > $results .= " [C]"; > $results .= " " > . ( $member->MemberObj->Object->RealName || "" ) . ""; > $results .= " - "; > $results .= $member->MemberObj->Object->EmailAddress; > if ( $member->MemberObj->Object->Disabled ) { > $results .= " DISABLED"; > } > } > > $results .= "
      • "; > } > > return $results; > > } > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From vance_walsh at concordacademy.org Thu May 12 14:43:20 2011 From: vance_walsh at concordacademy.org (Vance Walsh) Date: Thu, 12 May 2011 14:43:20 -0400 Subject: [rt-users] Allowing remote access to RT mySQL In-Reply-To: <20110420152050.GB725@jibsheet.com> References: <31427238.post@talk.nabble.com> <20110419012054.GA725@jibsheet.com> < > <20110420152050.GB725@jibsheet.com> Message-ID: So this may seem rudimentary but I am not a solid SQL tech. My Boss would like to make remote ODBC connections to RT's DB. Is there a set of instructions I can review to set this up for him? Thanks in advance -Vance --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu May 12 15:00:21 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 12 May 2011 23:00:21 +0400 Subject: [rt-users] Allowing remote access to RT mySQL In-Reply-To: References: <31427238.post@talk.nabble.com> <20110419012054.GA725@jibsheet.com> <20110420152050.GB725@jibsheet.com> Message-ID: Hi, On Thu, May 12, 2011 at 10:43 PM, Vance Walsh wrote: > So this may seem rudimentary but I am not a solid SQL tech. > My Boss would like to make remote ODBC connections to RT's DB. Is there a > set of instructions I can review to set this up for him? It's incorrect list for this question. Start from http://dev.mysql.com/doc/refman/5.1/en/connector-odbc.html. > Thanks in advance > -Vance > --- > Vance Walsh > Network and Systems Administrator > Concord Academy - Concord, Mass. > -- Best regards, Ruslan. From vance_walsh at concordacademy.org Thu May 12 15:03:39 2011 From: vance_walsh at concordacademy.org (Vance Walsh) Date: Thu, 12 May 2011 15:03:39 -0400 Subject: [rt-users] Allowing remote access to RT mySQL In-Reply-To: References: Message-ID: Ruslan, Thanks for the response, I was more curious if there is anything specific to how RT connects to MySQL that would not allow for me to setup standard GRANT permissions to the DB I have tried the standard GRANT ALL PRIVILEGES ON *.* TO vwalsh at 10.2.8.17 IDENTIFIED by "Password"; and have not been able to connect remotely from this IP and username to the DB -Vance --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Munsch at phillycarshare.org Thu May 12 15:16:14 2011 From: Munsch at phillycarshare.org (Rob Munsch) Date: Thu, 12 May 2011 15:16:14 -0400 Subject: [rt-users] Allowing remote access to RT mySQL In-Reply-To: References: Message-ID: You should definintely check the link Ruslan mentions, and do a fair bit of reading to get more comfortable with MySQL (not a bad idea in any event). Not sure if you were quoting yourself verbatim, but if so, that command has several issues with how you typed it. I'd bookmark the 5.* doc pages for your exact version, and look up every command you want to type for syntax as you work. The punctuation is not optional :). ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Vance Walsh Sent: Thursday, May 12, 2011 3:04 PM To: ruz at bestpractical.com Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Allowing remote access to RT mySQL Ruslan, Thanks for the response, I was more curious if there is anything specific to how RT connects to MySQL that would not allow for me to setup standard GRANT permissions to the DB I have tried the standard GRANT ALL PRIVILEGES ON *.* TO vwalsh at 10.2.8.17 IDENTIFIED by "Password"; and have not been able to connect remotely from this IP and username to the DB -Vance --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu May 12 15:22:27 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 12 May 2011 23:22:27 +0400 Subject: [rt-users] Allowing remote access to RT mySQL In-Reply-To: References: Message-ID: Hi, Nothing RT specific. mysql by default may be configured without listening network. You may have firewall that blocks connections. Start from telnet or mysql client on anther machine. On Thu, May 12, 2011 at 11:03 PM, Vance Walsh wrote: > Ruslan, > Thanks for the response, I was more curious if there is anything specific to > how RT connects to MySQL that would not allow for me to setup standard GRANT > permissions to the DB I have tried the standard > GRANT ALL PRIVILEGES ON *.* TO vwalsh at 10.2.8.17?IDENTIFIED by "Password"; > and have not been able to connect remotely from this IP and username to the > DB > -Vance > > --- > Vance Walsh > Network and Systems Administrator > Concord Academy - Concord, Mass. > -- Best regards, Ruslan. From gavin.henry at gmail.com Thu May 12 17:28:13 2011 From: gavin.henry at gmail.com (Gavin Henry) Date: Thu, 12 May 2011 22:28:13 +0100 Subject: [rt-users] Work with Google Apps? Message-ID: Hi, Can this be done? Thanks. From jra at baylink.com Thu May 12 19:51:21 2011 From: jra at baylink.com (Jay Ashworth) Date: Thu, 12 May 2011 19:51:21 -0400 (EDT) Subject: [rt-users] Work with Google Apps? In-Reply-To: <24746803.112.1305240332095.JavaMail.root@benjamin.baylink.com> Message-ID: <31470477.124.1305244281626.JavaMail.root@benjamin.baylink.com> ----- Original Message ----- > From: "Gavin Henry" > Can this be done? No; it's not possible for people to work with Google Apps. Cheers, -- jr 'well, not *wise*, anyway' a -- Jay R. Ashworth Baylink jra at baylink.com Designer The Things I Think RFC 2100 Ashworth & Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 From mikecarel at yahoo.com Thu May 12 20:01:43 2011 From: mikecarel at yahoo.com (Michael P. Carel) Date: Fri, 13 May 2011 08:01:43 +0800 (SGT) Subject: [rt-users] Default Ticket Message Content when composing new ticket In-Reply-To: <892593C9CA8E25458C440A63DDC6774D01495240@DG-HEXMBX02.daisy.group> Message-ID: <291043.12452.qm@web76804.mail.sg1.yahoo.com> Hi Roy, Tnx for the reply, what i meant was that the pre-prepared text is dependent on a specific queue only. I've tried to Create template under specific queue and encode the pre-prepared text under the template and Create scrip under that specific queue with the following details: Queue template (Pre-Prepared text): ThIS IS A TEST MESSAGE Current queue SCRIP: Condition: OnCorrespond Action: OpenTicket Template: Pre-Prepared text Stage: TransactionCreate But doesn't work when I tried to open and compose the queue content, I did not see the pre-prepared text "ThIS IS A TEST MESSAGE" under the queue message body text box. Regards, Mike --- On Wed, 5/11/11, Raed El-Hames wrote: > From: Raed El-Hames > Subject: RE: [rt-users] Default Ticket Message Content when composing new ticket > To: "Michael P. Carel" , "rt-users at lists.bestpractical.com" > Date: Wednesday, May 11, 2011, 5:34 PM > Mike: > > You need to explain what you mean by a specific type of > ticket?? > If its only dependant on the queue, then there is a couple > of ways to do this, > If the same text for a selected number of queues , then in > Create.html define $ARGS{Content} with the text you wish > presented if ($QueueObj->Name) matches your condition. > If you wish a different text for each queue, then create a > queue template (for each queue you want to have pre-prepared > text) with the words you wish and pull the template content > into $ARGS{Content} in Create.html. > > Regards; > Roy > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users- > > bounces at lists.bestpractical.com] > On Behalf Of Michael P. Carel > > Sent: 11 May 2011 06:16 > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] Default Ticket Message Content > when composing new > > ticket > > > > Hi to all; > > > > Is there a way I can have the RT ticket to have a > default or pre-encoded > > message content when composing new ticket? Somewhat > auto content under the > > "describe the issue below:" , but I need it for a > specific type of ticket > > only and not applicable to all queue. > > > > Thanks, > > > > Mike > From atsaloli.tech at gmail.com Thu May 12 20:19:44 2011 From: atsaloli.tech at gmail.com (Aleksey Tsalolikhin) Date: Thu, 12 May 2011 17:19:44 -0700 Subject: [rt-users] trouble upgrading from RT 3.8.8 to 4.0.0 Message-ID: Hi. We're using RT 3.8.8 with a Postgres back end, and are having trouble with the upgrade instructions in the rt-4.0.0 README. I am trying to follow step 6b, If you are UPGRADING from a previous installation: make upgrade This runs to completion (although I had to add the rt-4.0.0 directory to my $PATH so "make" could find install-sh which ships with the rt-4.0.0 tarball; and I had to create "www" user and group, which is referred to by install-sh) "make upgrade" completes with: Congratulations. RT has been upgraded. You should now check over /opt/rt4/etc/RT_Config.pm for any necessary site customization. Additionally, you should update RT's system database objects by running /opt/rt4/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade However, when I run the setup database script, it tries to connect to SQLite database instead of to my Postgres database: # /opt/rt4/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade In order to create or update your RT database, this script needs to connect to your SQLite instance on localhost as root Please specify that user's database password below. If the user has no database password, just press return. Password: So, looks like there is a step missing in the upgrade procedure... shouldn't RT know what my database is? My RT3 instance is still up and it works, but we'd like to move to 4, the UI looks much nicer in 4. Thanks! Aleksey From atsaloli.tech at gmail.com Thu May 12 20:36:14 2011 From: atsaloli.tech at gmail.com (Aleksey Tsalolikhin) Date: Thu, 12 May 2011 17:36:14 -0700 Subject: [rt-users] trouble upgrading from RT 3.8.8 to 4.0.0 In-Reply-To: References: Message-ID: I figured out I have to run the "configure" script before "make upgrade". Thanks, -at From trs at bestpractical.com Thu May 12 22:36:42 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 12 May 2011 22:36:42 -0400 Subject: [rt-users] Work with Google Apps? In-Reply-To: References: Message-ID: <4DCC993A.8060601@bestpractical.com> On 05/12/2011 05:28 PM, Gavin Henry wrote: > Can this be done? Yes, you can use fetchmail to get mail from a google apps mailbox into RT. I believe this question has been answered on the list before. Thomas From robert.wysocki at contium.pl Fri May 13 01:54:25 2011 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Fri, 13 May 2011 07:54:25 +0200 Subject: [rt-users] RT 4.0.0, bulk update and autocomplete customfields In-Reply-To: <4DCBF34C.6000400@bestpractical.com> References: <1305100091.2216.7.camel@rmwysocki> <20110511122245.GR1000@jibsheet.com> <1305187128.2216.20.camel@rmwysocki> <20110512140617.GV1000@jibsheet.com> <1305209840.2216.28.camel@rmwysocki> <4DCBF34C.6000400@bestpractical.com> Message-ID: <1305266065.2216.36.camel@rmwysocki> Dnia 2011-05-12, czw o godzinie 10:48 -0400, Thomas Sibley pisze: > Your patch passes an invalid CF key to the EditCustomFieldAutocomplete > component. The autocomplete endpoint returns nothing (causing the JS > error) when given an invalid CF key. Your patch needs fixing for 4.0.0. Thank's for explaning that. > I'm not entirely sure how it worked on 3.8, which expects the same kind > of CF key, but I'll take your word for it. It's possible you made a > corresponding modification to make it work in 3.8 but didn't port that > over as well. Actually that patch is a legacy left by another empleyee, I just came across it and have been asked to port it to the new version. Our wiki says that's the only modification that has been made in order to fix the issue. > > BTW: Why autocomplete customfileds aren't supported in bulk update > > out-of-the box? > > Bulk update was overlooked, and that should be fixed. Filing a bug to > include all CF types on bulk update would be useful. > rt-bugs at bestpractical.com OK, will do that. -- Robert Wysocki CONTIUM S.A., http://www.contium.pl From gsollazz at sgul.ac.uk Fri May 13 09:34:10 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Fri, 13 May 2011 14:34:10 +0100 Subject: [rt-users] Name in Use In-Reply-To: <4DCBFC53.2080608@sgul.ac.uk> References: <4DCBF8B7.3010906@sgul.ac.uk> <4DCBFA1E.3030201@bestpractical.com> <4DCBFC53.2080608@sgul.ac.uk> Message-ID: <4DCD3352.2040603@sgul.ac.uk> Ok - there's a problem with this solution. If I limit the match to the EmailAddress, ldap data are not imported. Is the only solution possible that of using two different definition of the ldap, one for auth and one for info? Cheers, G On 12/05/11 16:27, Giuseppe Sollazzo wrote: > Ah, right. > > I suppose I need to change > > 'attr_match_list' => [ 'Name', > 'EmailAddress', > 'RealName', > ], > to > > 'attr_match_list' => [ > 'EmailAddress', > ], > ? > > Thanks, > G > > On 12/05/11 16:17, Thomas Sibley wrote: >> On 05/12/2011 11:11 AM, Giuseppe Sollazzo wrote: >>> Hi, >>> I've noticed this behaviour that I'm not sure how to explain. >>> >>> I'm experimenting with our externally facing queue. There seems to be a >>> problem about people with same name creating tickets as external users. >>> >>> I've got this relevant bits of configuration: >>> >>> Set( @Plugins, qw(RT::Authen::ExternalAuth)); >>> Set($ExternalAuthPriority, [ >>> 'My_LDAP' >>> ] >>> ); >>> Set($ExternalInfoPriority, [ >>> 'My_LDAP' >>> ] >>> ); >>> Set($AutoCreateNonExternalUsers, 1); >> Show us the actual config that matters, please. Your ldap settings for >> My_LDAP. >> >> The likely problem is that you're matching on Realname, which is almost >> never what you want (as you've found out). >> >> Thomas > > -- ____________________________________ 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 May 13 09:42:18 2011 From: yan at seiner.com (Yan Seiner) Date: Fri, 13 May 2011 06:42:18 -0700 Subject: [rt-users] Placing custom fields where I want them Message-ID: <4DCD353A.4090007@seiner.com> I'm using 3.8.10. I need to develop a couple of forms with a large number of custom fields. It looks like the custom fields are placed on the ticket in the order they are created. Is there some way to specify the location/order of the fields? Also, is there some way to change the size of the text fields? -- 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 May 13 10:40:08 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 13 May 2011 10:40:08 -0400 Subject: [rt-users] RT 4.0.0, bulk update and autocomplete customfields In-Reply-To: <1305266065.2216.36.camel@rmwysocki> References: <1305100091.2216.7.camel@rmwysocki> <20110511122245.GR1000@jibsheet.com> <1305187128.2216.20.camel@rmwysocki> <20110512140617.GV1000@jibsheet.com> <1305209840.2216.28.camel@rmwysocki> <4DCBF34C.6000400@bestpractical.com> <1305266065.2216.36.camel@rmwysocki> Message-ID: <4DCD42C8.4020804@bestpractical.com> On 05/13/2011 01:54 AM, Robert Wysocki wrote: > Actually that patch is a legacy left by another empleyee, I just came > across it and have been asked to port it to the new version. > Our wiki says that's the only modification that has been made in order > to fix the issue. I'd look at your 3.8 local/ for other customizations and even share/html/Helpers/Autocomplete/CustomFieldValues to see if the stock component was modified in place but not documented. Thomas From trs at bestpractical.com Fri May 13 10:41:40 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 13 May 2011 10:41:40 -0400 Subject: [rt-users] Placing custom fields where I want them In-Reply-To: <4DCD353A.4090007@seiner.com> References: <4DCD353A.4090007@seiner.com> Message-ID: <4DCD4324.1030804@bestpractical.com> On 05/13/2011 09:42 AM, Yan Seiner wrote: > Is there some way to specify the location/order of the fields? Also, is > there some way to change the size of the text fields? CF ordering can be changed per-queue in the queue admin interface. You should be able to change the size of the text fields with some pretty basic CSS. Thomas From falcone at bestpractical.com Fri May 13 10:49:18 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 13 May 2011 10:49:18 -0400 Subject: [rt-users] Default Ticket Message Content when composing new ticket In-Reply-To: <291043.12452.qm@web76804.mail.sg1.yahoo.com> References: <892593C9CA8E25458C440A63DDC6774D01495240@DG-HEXMBX02.daisy.group> <291043.12452.qm@web76804.mail.sg1.yahoo.com> Message-ID: <20110513144918.GX1000@jibsheet.com> On Fri, May 13, 2011 at 08:01:43AM +0800, Michael P. Carel wrote: > Tnx for the reply, what i meant was that the pre-prepared text is > dependent on a specific queue only. I've tried to Create template > under specific queue and encode the pre-prepared text under the > template and Create scrip under that specific queue with the > following details: > > Queue template (Pre-Prepared text): > ThIS IS A TEST MESSAGE > > Current queue SCRIP: > Condition: OnCorrespond > Action: OpenTicket > Template: Pre-Prepared text > Stage: TransactionCreate > > > But doesn't work when I tried to open and compose the queue content, > I did not see the pre-prepared text "ThIS IS A TEST MESSAGE" under > the queue message body text box. I don't think the OpenTicket Action does what you think it does. It opens a ticket whenever there is a correspondence. Luckily it doesn't look for a Template, otherwise you'd probably be generating some interesting email on ever correspondence on a ticket. As I believe someone mentioned earlier in the thread, you need to write some custom code that uses a MessageBox callback. I believe this has come up on the mailing list in the past, with example code. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri May 13 11:00:12 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 13 May 2011 11:00:12 -0400 Subject: [rt-users] Placing custom fields where I want them In-Reply-To: <4DCD353A.4090007@seiner.com> References: <4DCD353A.4090007@seiner.com> Message-ID: <20110513150012.GY1000@jibsheet.com> On Fri, May 13, 2011 at 06:42:18AM -0700, Yan Seiner wrote: > I'm using 3.8.10. I need to develop a couple of forms with a large > number of custom fields. > > It looks like the custom fields are placed on the ticket in the > order they are created. > > Is there some way to specify the location/order of the fields? > Also, is there some way to change the size of the text fields? Configuration -> Queues -> queue name -> Ticket Custom Fields affects ordering, but for better text field sizes, you need to tweak code. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From gsollazz at sgul.ac.uk Fri May 13 11:26:05 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Fri, 13 May 2011 16:26:05 +0100 Subject: [rt-users] RT4 - Apache2::Autocomplete vs RTx::EmailCompletion? Message-ID: <4DCD4D8D.1000405@sgul.ac.uk> Hi, I've just realised that upon installing RTx::EmailCompletion on RT4 it doesn't really work. I can see no mention to calls in the logs even when activated in the Plugins. Is that possible? I see calls to Apache2::Autocomplete under Helpers in the apache log. This seems to be built-in as stated on the "what's new pages", but can't find any docs about it on the wiki so I'm unable to configure it. Any hint? 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 ktm at rice.edu Fri May 13 11:27:05 2011 From: ktm at rice.edu (ktm at rice.edu) Date: Fri, 13 May 2011 10:27:05 -0500 Subject: [rt-users] SelfService users need to login twice Message-ID: <20110513152704.GM8555@staff-mud-56-27.rice.edu> Hi, I am investigating a problem with the SelfService login page where unprivileged users must login two times in a row for it to succeed. I found this thread: http://www.gossamer-threads.com/lists/rt/users/90794 and I think that my issue is the same. Unfortunately, I cannot find the original patch for 3.8.0 - 3.8.5 that I applied. Does anyone have a copy of the patch or an idea on how to debug this. Regards, Ken From ktm at rice.edu Fri May 13 11:37:44 2011 From: ktm at rice.edu (ktm at rice.edu) Date: Fri, 13 May 2011 10:37:44 -0500 Subject: [rt-users] SelfService users need to login twice In-Reply-To: <20110513152704.GM8555@staff-mud-56-27.rice.edu> References: <20110513152704.GM8555@staff-mud-56-27.rice.edu> Message-ID: <20110513153744.GN8555@staff-mud-56-27.rice.edu> On Fri, May 13, 2011 at 10:27:05AM -0500, ktm at rice.edu wrote: > Hi, > > I am investigating a problem with the SelfService login page where > unprivileged users must login two times in a row for it to succeed. > I found this thread: > > http://www.gossamer-threads.com/lists/rt/users/90794 > > and I think that my issue is the same. Unfortunately, I cannot > find the original patch for 3.8.0 - 3.8.5 that I applied. Does > anyone have a copy of the patch or an idea on how to debug this. > > Regards, > Ken > I had to make the same change to: share/html/Elements/SetupSessionCookie as described in the thread to eliminate the double login. Like the original thread, I am curious if there is a problem with this fix or a better one? I am running 3.8.5. Regards, Ken From falcone at bestpractical.com Fri May 13 11:49:29 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 13 May 2011 11:49:29 -0400 Subject: [rt-users] RT4 - Apache2::Autocomplete vs RTx::EmailCompletion? In-Reply-To: <4DCD4D8D.1000405@sgul.ac.uk> References: <4DCD4D8D.1000405@sgul.ac.uk> Message-ID: <20110513154929.GZ1000@jibsheet.com> On Fri, May 13, 2011 at 04:26:05PM +0100, Giuseppe Sollazzo wrote: > Hi, > I've just realised that upon installing RTx::EmailCompletion on RT4 > it doesn't really work. I can see no mention to calls in the logs > even when activated in the Plugins. Is that possible? > > I see calls to Apache2::Autocomplete under Helpers in the apache > log. This seems to be built-in as stated on the "what's new pages", > but can't find any docs about it on the wiki so I'm unable to > configure it. RT4 ships with autocompletion. You can read more about it in yesterday's blog post. http://blog.bestpractical.com/2011/05/whats-new-in-4-autocomplete.html -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri May 13 11:56:19 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 13 May 2011 11:56:19 -0400 Subject: [rt-users] SelfService users need to login twice In-Reply-To: <20110513153744.GN8555@staff-mud-56-27.rice.edu> References: <20110513152704.GM8555@staff-mud-56-27.rice.edu> <20110513153744.GN8555@staff-mud-56-27.rice.edu> Message-ID: <20110513155619.GA1000@jibsheet.com> On Fri, May 13, 2011 at 10:37:44AM -0500, ktm at rice.edu wrote: > On Fri, May 13, 2011 at 10:27:05AM -0500, ktm at rice.edu wrote: > > Hi, > > > > I am investigating a problem with the SelfService login page where > > unprivileged users must login two times in a row for it to succeed. > > I found this thread: > > > > http://www.gossamer-threads.com/lists/rt/users/90794 > > > > and I think that my issue is the same. Unfortunately, I cannot > > find the original patch for 3.8.0 - 3.8.5 that I applied. Does > > anyone have a copy of the patch or an idea on how to debug this. > > > > Regards, > > Ken > > > > I had to make the same change to: > > share/html/Elements/SetupSessionCookie > > as described in the thread to eliminate the double login. > Like the original thread, I am curious if there is a problem > with this fix or a better one? I am running 3.8.5. I'm not sure which fix you're referencing, since my sha1 in that thread was for the 3.6 fix, which was a backport of 84022062cec889f1cabf1d4a10e28b7b66addf23 from 3.8 This was a fix for users going to http://rt.server/ and logging in and losing the cookie when being redirected by mod_perl to http://rt.server/SelfService/ Again, not sure what fix you applied, so it's hard to comment further. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ktm at rice.edu Fri May 13 12:18:52 2011 From: ktm at rice.edu (ktm at rice.edu) Date: Fri, 13 May 2011 11:18:52 -0500 Subject: [rt-users] SelfService users need to login twice In-Reply-To: <20110513155619.GA1000@jibsheet.com> References: <20110513152704.GM8555@staff-mud-56-27.rice.edu> <20110513153744.GN8555@staff-mud-56-27.rice.edu> <20110513155619.GA1000@jibsheet.com> Message-ID: <20110513161852.GO8555@staff-mud-56-27.rice.edu> On Fri, May 13, 2011 at 11:56:19AM -0400, Kevin Falcone wrote: > On Fri, May 13, 2011 at 10:37:44AM -0500, ktm at rice.edu wrote: > > On Fri, May 13, 2011 at 10:27:05AM -0500, ktm at rice.edu wrote: > > > Hi, > > > > > > I am investigating a problem with the SelfService login page where > > > unprivileged users must login two times in a row for it to succeed. > > > I found this thread: > > > > > > http://www.gossamer-threads.com/lists/rt/users/90794 > > > > > > and I think that my issue is the same. Unfortunately, I cannot > > > find the original patch for 3.8.0 - 3.8.5 that I applied. Does > > > anyone have a copy of the patch or an idea on how to debug this. > > > > > > Regards, > > > Ken > > > > > > > I had to make the same change to: > > > > share/html/Elements/SetupSessionCookie > > > > as described in the thread to eliminate the double login. > > Like the original thread, I am curious if there is a problem > > with this fix or a better one? I am running 3.8.5. > > I'm not sure which fix you're referencing, since my sha1 in that > thread was for the 3.6 fix, which was a backport of > 84022062cec889f1cabf1d4a10e28b7b66addf23 from 3.8 > > This was a fix for users going to http://rt.server/ and logging in and > losing the cookie when being redirected by mod_perl to > http://rt.server/SelfService/ > > Again, not sure what fix you applied, so it's hard to comment further. > > -kevin It was the 3.8 session fixation patch. Ken ....................... > cat rt-3.8-session_fixation.patch --- ../rt-3.8.5/share/html/Elements/SetupSessionCookie 2009-09-15 02:23:22.000000000 +0900 +++ share/html/Elements/SetupSessionCookie 2009-09-30 08:17:57.000000000 +0900 @@ -53,11 +53,17 @@ my %cookies = CGI::Cookie->fetch; my $cookiename = "RT_SID_". RT->Config->Get('rtname'); $cookiename .= ".". $ENV{'SERVER_PORT'} if $ENV{'SERVER_PORT'}; -$SessionCookie ||= ( $cookies{$cookiename} ? $cookies{$cookiename}->value : undef ), +$SessionCookie = ( $cookies{$cookiename} ? $cookies{$cookiename}->value : undef ); tie %session, 'RT::Interface::Web::Session', $SessionCookie; undef $cookies{$cookiename} unless $SessionCookie && $session{'_session_id'} eq $SessionCookie; +unless ($session{'CurrentUser'} && $session{CurrentUser}->id) { + tied(%session)->delete; + undef $cookies{$cookiename}; + tie %session, 'RT::Interface::Web::Session', undef; +} + if ( int RT->Config->Get('AutoLogoff') ) { my $now = int(time/60); my $last_update = $session{'_session_last_update'} || 0; From kfcrocker at lbl.gov Fri May 13 12:21:14 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 13 May 2011 09:21:14 -0700 Subject: [rt-users] RT 4.0.0, bulk update and autocomplete customfields In-Reply-To: <4DCD42C8.4020804@bestpractical.com> References: <1305100091.2216.7.camel@rmwysocki> <20110511122245.GR1000@jibsheet.com> <1305187128.2216.20.camel@rmwysocki> <20110512140617.GV1000@jibsheet.com> <1305209840.2216.28.camel@rmwysocki> <4DCBF34C.6000400@bestpractical.com> <1305266065.2216.36.camel@rmwysocki> <4DCD42C8.4020804@bestpractical.com> Message-ID: Thomas, I've never used "Auto-complete" for a custom field. What does it do for you? Kenn LBNL On Fri, May 13, 2011 at 7:40 AM, Thomas Sibley wrote: > On 05/13/2011 01:54 AM, Robert Wysocki wrote: > > Actually that patch is a legacy left by another empleyee, I just came > > across it and have been asked to port it to the new version. > > Our wiki says that's the only modification that has been made in order > > to fix the issue. > > I'd look at your 3.8 local/ for other customizations and even > share/html/Helpers/Autocomplete/CustomFieldValues to see if the stock > component was modified in place but not documented. > > Thomas > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Fri May 13 12:26:48 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 13 May 2011 12:26:48 -0400 Subject: [rt-users] RT 4.0.0, bulk update and autocomplete customfields In-Reply-To: References: <1305100091.2216.7.camel@rmwysocki> <20110511122245.GR1000@jibsheet.com> <1305187128.2216.20.camel@rmwysocki> <20110512140617.GV1000@jibsheet.com> <1305209840.2216.28.camel@rmwysocki> <4DCBF34C.6000400@bestpractical.com> <1305266065.2216.36.camel@rmwysocki> <4DCD42C8.4020804@bestpractical.com> Message-ID: <4DCD5BC8.70405@bestpractical.com> On 05/13/2011 12:21 PM, Kenneth Crocker wrote: > I've never used "Auto-complete" for a custom field. What does it do for you? It autocompletes from the available values of the CF. A multiple value field is rendered as a textarea, and a single value field as a text field. Thomas From falcone at bestpractical.com Fri May 13 12:36:55 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 13 May 2011 12:36:55 -0400 Subject: [rt-users] SelfService users need to login twice In-Reply-To: <20110513161852.GO8555@staff-mud-56-27.rice.edu> References: <20110513152704.GM8555@staff-mud-56-27.rice.edu> <20110513153744.GN8555@staff-mud-56-27.rice.edu> <20110513155619.GA1000@jibsheet.com> <20110513161852.GO8555@staff-mud-56-27.rice.edu> Message-ID: <20110513163655.GB1000@jibsheet.com> On Fri, May 13, 2011 at 11:18:52AM -0500, ktm at rice.edu wrote: > On Fri, May 13, 2011 at 11:56:19AM -0400, Kevin Falcone wrote: > > On Fri, May 13, 2011 at 10:37:44AM -0500, ktm at rice.edu wrote: > > > On Fri, May 13, 2011 at 10:27:05AM -0500, ktm at rice.edu wrote: > > > > Hi, > > > > > > > > I am investigating a problem with the SelfService login page where > > > > unprivileged users must login two times in a row for it to succeed. > > > > I found this thread: > > > > > > > > http://www.gossamer-threads.com/lists/rt/users/90794 > > > > > > > > and I think that my issue is the same. Unfortunately, I cannot > > > > find the original patch for 3.8.0 - 3.8.5 that I applied. Does > > > > anyone have a copy of the patch or an idea on how to debug this. > > > > > > > > Regards, > > > > Ken > > > > > > > > > > I had to make the same change to: > > > > > > share/html/Elements/SetupSessionCookie > > > > > > as described in the thread to eliminate the double login. > > > Like the original thread, I am curious if there is a problem > > > with this fix or a better one? I am running 3.8.5. > > > > I'm not sure which fix you're referencing, since my sha1 in that > > thread was for the 3.6 fix, which was a backport of > > 84022062cec889f1cabf1d4a10e28b7b66addf23 from 3.8 > > > > This was a fix for users going to http://rt.server/ and logging in and > > losing the cookie when being redirected by mod_perl to > > http://rt.server/SelfService/ > > > > Again, not sure what fix you applied, so it's hard to comment further. > > > > -kevin > > It was the 3.8 session fixation patch. So, that fixed the double login or caused it? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ktm at rice.edu Fri May 13 12:43:28 2011 From: ktm at rice.edu (ktm at rice.edu) Date: Fri, 13 May 2011 11:43:28 -0500 Subject: [rt-users] SelfService users need to login twice In-Reply-To: <20110513163655.GB1000@jibsheet.com> References: <20110513152704.GM8555@staff-mud-56-27.rice.edu> <20110513153744.GN8555@staff-mud-56-27.rice.edu> <20110513155619.GA1000@jibsheet.com> <20110513161852.GO8555@staff-mud-56-27.rice.edu> <20110513163655.GB1000@jibsheet.com> Message-ID: <20110513164328.GP8555@staff-mud-56-27.rice.edu> On Fri, May 13, 2011 at 12:36:55PM -0400, Kevin Falcone wrote: > On Fri, May 13, 2011 at 11:18:52AM -0500, ktm at rice.edu wrote: > > On Fri, May 13, 2011 at 11:56:19AM -0400, Kevin Falcone wrote: > > > On Fri, May 13, 2011 at 10:37:44AM -0500, ktm at rice.edu wrote: > > > > On Fri, May 13, 2011 at 10:27:05AM -0500, ktm at rice.edu wrote: > > > > > Hi, > > > > > > > > > > I am investigating a problem with the SelfService login page where > > > > > unprivileged users must login two times in a row for it to succeed. > > > > > I found this thread: > > > > > > > > > > http://www.gossamer-threads.com/lists/rt/users/90794 > > > > > > > > > > and I think that my issue is the same. Unfortunately, I cannot > > > > > find the original patch for 3.8.0 - 3.8.5 that I applied. Does > > > > > anyone have a copy of the patch or an idea on how to debug this. > > > > > > > > > > Regards, > > > > > Ken > > > > > > > > > > > > > I had to make the same change to: > > > > > > > > share/html/Elements/SetupSessionCookie > > > > > > > > as described in the thread to eliminate the double login. > > > > Like the original thread, I am curious if there is a problem > > > > with this fix or a better one? I am running 3.8.5. > > > > > > I'm not sure which fix you're referencing, since my sha1 in that > > > thread was for the 3.6 fix, which was a backport of > > > 84022062cec889f1cabf1d4a10e28b7b66addf23 from 3.8 > > > > > > This was a fix for users going to http://rt.server/ and logging in and > > > losing the cookie when being redirected by mod_perl to > > > http://rt.server/SelfService/ > > > > > > Again, not sure what fix you applied, so it's hard to comment further. > > > > > > -kevin > > > > It was the 3.8 session fixation patch. > > So, that fixed the double login or caused it? > > -kevin It caused it. I removed the second half of the test in the unless just like the mention in the thread. Then it worked again, but with what consequences? Ken From geraldine.costard at cru.fr Fri May 13 10:57:27 2011 From: geraldine.costard at cru.fr (=?ISO-8859-1?Q?COSTARD_G=E9raldine?=) Date: Fri, 13 May 2011 16:57:27 +0200 Subject: [rt-users] Merge two RT databases Message-ID: <4DCD46D7.30104@cru.fr> Hi, I want to merge two databases. Is there anybody who has already done that ? If so how did you do ? Thanks Regards COSTARD G?raldine From kfcrocker at lbl.gov Fri May 13 13:06:24 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 13 May 2011 10:06:24 -0700 Subject: [rt-users] RT 4.0.0, bulk update and autocomplete customfields In-Reply-To: <4DCD5BC8.70405@bestpractical.com> References: <1305100091.2216.7.camel@rmwysocki> <20110511122245.GR1000@jibsheet.com> <1305187128.2216.20.camel@rmwysocki> <20110512140617.GV1000@jibsheet.com> <1305209840.2216.28.camel@rmwysocki> <4DCBF34C.6000400@bestpractical.com> <1305266065.2216.36.camel@rmwysocki> <4DCD42C8.4020804@bestpractical.com> <4DCD5BC8.70405@bestpractical.com> Message-ID: Thomas, By "Auto-complete" you mean the ticket is resolved without having to change the status? It's the "Auto-complete" part of the description I don't understand. I don't mean to be dense. Kenn LBNL On Fri, May 13, 2011 at 9:26 AM, Thomas Sibley wrote: > On 05/13/2011 12:21 PM, Kenneth Crocker wrote: > > I've never used "Auto-complete" for a custom field. What does it do for > you? > > It autocompletes from the available values of the CF. A multiple value > field is rendered as a textarea, and a single value field as a text field. > > Thomas > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mark.jenks at iodincorporated.com Fri May 13 15:20:00 2011 From: mark.jenks at iodincorporated.com (Mark Jenks) Date: Fri, 13 May 2011 19:20:00 +0000 Subject: [rt-users] On create, send email only during time window? Message-ID: <85D233D4F98C0B4C9D1AE2DB22C2C9DB0DB73CB5@Gbay-Exchange01.imcwi.com> Right now, I am using this code to send an email to the group of people that are part of a group. I want to add another user to the group, but only want that user to get an email from 7pm to 7am m-f, and all day Sat & Sun. Can anyone help me out with this? Thanks! We want to create an email address for an on-call email box. -Mark To: { my $GroupName = 'HelpDesk'; # instantiate a group object my $addGroupObj = RT::Group->new($RT::SystemUser); $addGroupObj->LoadUserDefinedGroup($GroupName); return undef unless $addGroupObj; my $addGroupMembersObj = $addGroupObj->UserMembersObj; my $res = ''; # walk through members of group while ( my $userObj = $addGroupMembersObj->Next) { my $email = $userObj->EmailAddress; next unless $email; # email can be empty $res .= ', ' if $res; $res .= $email; } $res; } Mark Jenks Network Administrator [IOD Incorporated E-Mail Signature Graphic 02-21-11] 1030 Ontario Road Green Bay, WI 54311 p: 920.406.3702 mark.jenks at iodincorporated.com Electronic Privacy Notice. This e-mail, and any attachments, contains information that is, or may be, covered by electronic communications privacy laws, and is also confidential and proprietary in nature. If you are not the intended recipient, please be advised that you are legally prohibited from retaining, using, copying, distributing, or otherwise disclosing this information in any manner. Instead, please reply to the sender that you have received this communication in error, and then immediately delete it. Thank you in advance for your cooperation -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 5294 bytes Desc: image001.jpg URL: From falcone at bestpractical.com Fri May 13 15:20:40 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 13 May 2011 15:20:40 -0400 Subject: [rt-users] SelfService users need to login twice In-Reply-To: <20110513164328.GP8555@staff-mud-56-27.rice.edu> References: <20110513152704.GM8555@staff-mud-56-27.rice.edu> <20110513153744.GN8555@staff-mud-56-27.rice.edu> <20110513155619.GA1000@jibsheet.com> <20110513161852.GO8555@staff-mud-56-27.rice.edu> <20110513163655.GB1000@jibsheet.com> <20110513164328.GP8555@staff-mud-56-27.rice.edu> Message-ID: <20110513192040.GC1000@jibsheet.com> > > > > > > I am investigating a problem with the SelfService login page where > > > > > > unprivileged users must login two times in a row for it to succeed. > > > > > > I found this thread: > > > > > > > > > > > > http://www.gossamer-threads.com/lists/rt/users/90794 > > > > > > > > > > > > and I think that my issue is the same. Unfortunately, I cannot > > > > > > find the original patch for 3.8.0 - 3.8.5 that I applied. Does > > > > > > anyone have a copy of the patch or an idea on how to debug this. > > > > > > > > > > > > Regards, > > > > > > Ken > > > > > > > > > > > > > > > > I had to make the same change to: > > > > > > > > > > share/html/Elements/SetupSessionCookie > > > > > > > > > > as described in the thread to eliminate the double login. > > > > > Like the original thread, I am curious if there is a problem > > > > > with this fix or a better one? I am running 3.8.5. > > > > > > > > I'm not sure which fix you're referencing, since my sha1 in that > > > > thread was for the 3.6 fix, which was a backport of > > > > 84022062cec889f1cabf1d4a10e28b7b66addf23 from 3.8 > > > > > > > > This was a fix for users going to http://rt.server/ and logging in and > > > > losing the cookie when being redirected by mod_perl to > > > > http://rt.server/SelfService/ > > > > > > > > Again, not sure what fix you applied, so it's hard to comment further. > > > > > > It was the 3.8 session fixation patch. > > > > So, that fixed the double login or caused it? > > It caused it. I removed the second half of the test in the unless > just like the mention in the thread. Then it worked again, but > with what consequences? That change should be fine. The actual 3.8.6 (which contains a fix) completely rewrites the code path. Unfortunately, it's hard to comment more on a patch from 2009 without a lot more digging. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From elacour at easter-eggs.com Fri May 13 15:41:29 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 13 May 2011 21:41:29 +0200 Subject: [rt-users] Merge two RT databases In-Reply-To: <4DCD46D7.30104@cru.fr> References: <4DCD46D7.30104@cru.fr> Message-ID: <20110513194128.GA31824@easter-eggs.com> On Fri, May 13, 2011 at 04:57:27PM +0200, COSTARD G?raldine wrote: > Hi, Hi, > I want to merge two databases. > Is there anybody who has already done that ? > If so how did you do ? > The main difficulty is to handle the fact that you have conflicts between several objects IDs (tickets Id, user/groups/principals/CFs/... ids). I posted on rt-user or rt-devel (can't remember) a script that where used to insert queues/tickets from one running RT to another one. There is limitation on the technique I described (basically, select things in source DB and create them in target DB with RT API, and record all ticket ID in a CF to keep this information and be able to finish non resolved tickets from old RT) but it's doable... bon courage ;) From ktm at rice.edu Fri May 13 17:07:38 2011 From: ktm at rice.edu (ktm at rice.edu) Date: Fri, 13 May 2011 16:07:38 -0500 Subject: [rt-users] SelfService users need to login twice In-Reply-To: <20110513192040.GC1000@jibsheet.com> References: <20110513152704.GM8555@staff-mud-56-27.rice.edu> <20110513153744.GN8555@staff-mud-56-27.rice.edu> <20110513155619.GA1000@jibsheet.com> <20110513161852.GO8555@staff-mud-56-27.rice.edu> <20110513163655.GB1000@jibsheet.com> <20110513164328.GP8555@staff-mud-56-27.rice.edu> <20110513192040.GC1000@jibsheet.com> Message-ID: <20110513210738.GQ8555@staff-mud-56-27.rice.edu> > > > > > > > > > > This was a fix for users going to http://rt.server/ and logging in and > > > > > losing the cookie when being redirected by mod_perl to > > > > > http://rt.server/SelfService/ > > > > > > > > > > Again, not sure what fix you applied, so it's hard to comment further. > > > > > > > > It was the 3.8 session fixation patch. > > > > > > So, that fixed the double login or caused it? > > > > It caused it. I removed the second half of the test in the unless > > just like the mention in the thread. Then it worked again, but > > with what consequences? > > That change should be fine. > > The actual 3.8.6 (which contains a fix) completely rewrites the code > path. Unfortunately, it's hard to comment more on a patch from 2009 > without a lot more digging. > > -kevin I understand and thank you for taking a quick look. We have an update to 3.8.10 scheduled. Regards, Ken From bward at film-tech.com Sat May 14 02:21:21 2011 From: bward at film-tech.com (Brandon Ward) Date: Sat, 14 May 2011 01:21:21 -0500 Subject: [rt-users] Complex question re tickets, custom fields, and queues Message-ID: v3.8.7 - I have a question about Queues, Tickets, and Custom Fields. I've found some info in the Wiki regarding spawning child tickets, but can't tell if that's what I need to do. Is this possible? I have 3 Queues (Q1, Q2, Q3) that correspond to 3 clients (C1, C2, and C3). Tickets for clients C1 and C2 are monitored by C3. C1 has 7 locations (A, B, C, D, E, F, G). C3 needs to see tickets for all locations EXCEPT for F and G. Is there a way to have all tickets cloned or viewable to C3 except for those relating to those 2 specific locations? The tickets for the C1 queue have a custom field that specifies which location it's for. C3 will be using Self Service and should only be able to VIEW tickets that pertain to them. Scenario: A call comes in to the helpdesk from C1. A ticket is opened in the C1 queue. During creation, a location is selected from a custom field. If the location is A-E it needs to be viewable to C3. If not, it acts like a normal ticket in any other queue. Can this be done via scrip or extension? Thanks, Brandon From af at genevainformation.ch Sat May 14 09:26:24 2011 From: af at genevainformation.ch (Alexander Finger) Date: Sat, 14 May 2011 15:26:24 +0200 Subject: [rt-users] Complex question re tickets, custom fields, and queues In-Reply-To: References: Message-ID: Hi Brandon, the first obvious idea would be to grant access based on custom field values, which is not possible. Another option would be to use a Queue per Location, having the disadvantage of spreading tickets over multiple queues. A third option would be to create child tickets automatically, based on the custom field value (and update/close the master ticket by using the parent/child relationship). I think that's doable and would work in the case as you describe it. rgds Alex On Sat, May 14, 2011 at 8:21 AM, Brandon Ward wrote: > v3.8.7 - > > I have a question about Queues, Tickets, and Custom Fields. ?I've found > some info in the Wiki regarding spawning child tickets, but can't tell > if that's what I need to do. > > Is this possible? > > I have 3 Queues (Q1, Q2, Q3) that correspond to 3 clients (C1, C2, and > C3). > > Tickets for clients C1 and C2 are monitored by C3. ?C1 has 7 locations > (A, B, C, D, E, F, G). ?C3 needs to see tickets for > > all locations EXCEPT for F and G. > > Is there a way to have all tickets cloned or viewable to C3 except for > those relating to those 2 specific locations? ?The > > tickets for the C1 queue have a custom field that specifies which > location it's for. > > C3 will be using Self Service and should only be able to VIEW tickets > that pertain to them. > > Scenario: > > A call comes in to the helpdesk from C1. ?A ticket is opened in the C1 > queue. ?During creation, a location is selected from > > a custom field. ?If the location is A-E it needs to be viewable to C3. > If not, it acts like a normal ticket in any other queue. > > Can this be done via scrip or extension? > > Thanks, > > Brandon > > -- Netzwerkmanagement mit OpenNMS: http://www.dpunkt.de/buecher/3194.html From yan at seiner.com Sat May 14 09:35:01 2011 From: yan at seiner.com (Yan Seiner) Date: Sat, 14 May 2011 06:35:01 -0700 Subject: [rt-users] Complex question re tickets, custom fields, and queues In-Reply-To: References: Message-ID: <4DCE8505.4070406@seiner.com> I think you could set the adminCC for locations A-E to the group that needs to see those. Then build a "My Team" search that displays all tickets for which you are owner or AdminCC. This will do what you want, I think, at least in terms of finding and displaying those tickets. Alexander Finger wrote: > Hi Brandon, > > the first obvious idea would be to grant access based on custom field > values, which is not possible. > > Another option would be to use a Queue per Location, having the > disadvantage of spreading tickets over multiple queues. > > A third option would be to create child tickets automatically, based > on the custom field value (and update/close the master ticket by using > the parent/child relationship). I think that's doable and would work > in the case as you describe it. > > rgds > Alex > > On Sat, May 14, 2011 at 8:21 AM, Brandon Ward wrote: > >> v3.8.7 - >> >> I have a question about Queues, Tickets, and Custom Fields. I've found >> some info in the Wiki regarding spawning child tickets, but can't tell >> if that's what I need to do. >> >> Is this possible? >> >> I have 3 Queues (Q1, Q2, Q3) that correspond to 3 clients (C1, C2, and >> C3). >> >> Tickets for clients C1 and C2 are monitored by C3. C1 has 7 locations >> (A, B, C, D, E, F, G). C3 needs to see tickets for >> >> all locations EXCEPT for F and G. >> >> Is there a way to have all tickets cloned or viewable to C3 except for >> those relating to those 2 specific locations? The >> >> tickets for the C1 queue have a custom field that specifies which >> location it's for. >> >> C3 will be using Self Service and should only be able to VIEW tickets >> that pertain to them. >> >> Scenario: >> >> A call comes in to the helpdesk from C1. A ticket is opened in the C1 >> queue. During creation, a location is selected from >> >> a custom field. If the location is A-E it needs to be viewable to C3. >> If not, it acts like a normal ticket in any other queue. >> >> Can this be done via scrip or extension? >> >> Thanks, >> >> Brandon >> >> >> > > > > -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From kgermann at corp.fibernetics.ca Sat May 14 11:17:33 2011 From: kgermann at corp.fibernetics.ca (Kris Germann) Date: Sat, 14 May 2011 15:17:33 +0000 Subject: [rt-users] autofill ticket subject and/or body on ticket create Message-ID: <28342E70E78A1045843E73EDD34B2CEEACAE47@MBX201.domain.local> I am trying to lay things out plain and simple, and am wondering if I can make a custom scrip to automatically place text in the subject line or body of a ticket when a ticket is created in a particular queue. Anyone have any insight? Kris Germann Fibernetics Corporation From ruz at bestpractical.com Sat May 14 15:55:38 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 14 May 2011 23:55:38 +0400 Subject: [rt-users] autofill ticket subject and/or body on ticket create In-Reply-To: <28342E70E78A1045843E73EDD34B2CEEACAE47@MBX201.domain.local> References: <28342E70E78A1045843E73EDD34B2CEEACAE47@MBX201.domain.local> Message-ID: Hi, You can change subject, you can add a comment/reply. SetSubject, Commet and Correspond are methods you should look at. On Sat, May 14, 2011 at 7:17 PM, Kris Germann wrote: > I am trying to lay things out plain and simple, and am wondering if I can make a custom scrip to automatically place text in the subject line or body of a ticket when a ticket is created in a particular queue. > > Anyone have any insight? > > Kris Germann > Fibernetics Corporation > > -- Best regards, Ruslan. From phatbuckett at gmail.com Sun May 15 03:25:10 2011 From: phatbuckett at gmail.com (Darren Spruell) Date: Sun, 15 May 2011 00:25:10 -0700 Subject: [rt-users] RT database table relations Message-ID: Greetings, I was exploring some integration with the RT database from an external web framework and realized that there don't seem to be any key relations established between tables I'm looking at in the DB. Is this purposeful or something that just never made it in? E.g. tickets.queue as foreign key to queues.id tickets.owner as foreign key to users.id (etc.) Everything works fine without this of course; I'm just thinking that certain queries are likely to be simpler in some use cases. Would utilizing key relations be generally beneficial (referential integrity/etc.) or harmful in the ~current RT DB design? RT 3.8.8 with Postgresql 8.4.4. -- Darren Spruell phatbuckett at gmail.com From Daniel.Schwager at dtnet.de Sun May 15 04:11:30 2011 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Sun, 15 May 2011 10:11:30 +0200 Subject: [rt-users] Save seaarch with "type='Reminder'" not possible ? Message-ID: Hi, I try to save my over-due-reminder search (configured in the 'advance search page'): Owner = '__CurrentUser__' AND Due <= 'now' AND Due > 0 AND type = 'Reminder' AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) but it's not possible, because I cannot jump back to the "Edit"-Search for saving. If I remove the "AND type = 'Reminder'" part, it's possible to jump back the editpage, where Save-button is available. How can I save my query ? We use RT3.8.8. kind regards Danny From cloos at netsandbox.de Sun May 15 10:55:06 2011 From: cloos at netsandbox.de (Christian Loos) Date: Sun, 15 May 2011 16:55:06 +0200 Subject: [rt-users] Save seaarch with "type='Reminder'" not possible ? In-Reply-To: References: Message-ID: <4DCFE94A.2060607@netsandbox.de> Change type = 'Reminder' to Type = 'reminder' and everything is fine. Chris Am 15.05.2011 10:11, schrieb Daniel Schwager: > Hi, > > I try to save my over-due-reminder search (configured in the 'advance > search page'): > > Owner = '__CurrentUser__' AND Due <= 'now' > AND Due > 0 AND type = 'Reminder' > AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) > > but it's not possible, because I cannot jump back to the "Edit"-Search > for saving. > If I remove the "AND type = 'Reminder'" part, it's possible to jump back > the editpage, where Save-button is available. > > How can I save my query ? We use RT3.8.8. > > kind regards > Danny > > From ruz at bestpractical.com Mon May 16 04:58:42 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 16 May 2011 12:58:42 +0400 Subject: [rt-users] Name in Use In-Reply-To: <4DCD3352.2040603@sgul.ac.uk> References: <4DCBF8B7.3010906@sgul.ac.uk> <4DCBFA1E.3030201@bestpractical.com> <4DCBFC53.2080608@sgul.ac.uk> <4DCD3352.2040603@sgul.ac.uk> Message-ID: Hello, Recently had a chance to hack on the extension. In the latest available version you can only update users' info from external source only by Name. This has been fixed in multiple-emails branch along with more fixes and new features. On Fri, May 13, 2011 at 5:34 PM, Giuseppe Sollazzo wrote: > Ok - there's a problem with this solution. > > If I limit the match to the EmailAddress, ldap data are not imported. > > Is the only solution possible that of using two different definition of the > ldap, one for auth and one for info? > > Cheers, > G > > On 12/05/11 16:27, Giuseppe Sollazzo wrote: >> >> Ah, right. >> >> I suppose I need to change >> >> 'attr_match_list' ? ? ? ? ? => [ ? ?'Name', >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'EmailAddress', >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'RealName', >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ], >> to >> >> 'attr_match_list' ? ? ? ? ? => [ >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'EmailAddress', >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ], >> ? >> >> Thanks, >> G >> >> On 12/05/11 16:17, Thomas Sibley wrote: >>> >>> On 05/12/2011 11:11 AM, Giuseppe Sollazzo wrote: >>>> >>>> Hi, >>>> I've noticed this behaviour that I'm not sure how to explain. >>>> >>>> I'm experimenting with our externally facing queue. There seems to be a >>>> problem about people with same name creating tickets as external users. >>>> >>>> I've got this relevant bits of configuration: >>>> >>>> Set( @Plugins, qw(RT::Authen::ExternalAuth)); >>>> Set($ExternalAuthPriority, ?[ >>>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 'My_LDAP' >>>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ] >>>> ); >>>> Set($ExternalInfoPriority, ?[ >>>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 'My_LDAP' >>>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ] >>>> ); >>>> Set($AutoCreateNonExternalUsers, ? ?1); >>> >>> Show us the actual config that matters, please. ?Your ldap settings for >>> My_LDAP. >>> >>> The likely problem is that you're matching on Realname, which is almost >>> never what you want (as you've found out). >>> >>> Thomas >> >> > > > -- > ____________________________________ > > Giuseppe Sollazzo > Senior Systems Analyst > Computing Services > Information Services > St. George's, University Of London > Cranmer Terrace > London SW17 0RE > > Email: gsollazz at sgul.ac.uk > Direct Dial: +44 20 8725 5160 > Fax: +44 20 8725 3583 > > > -- Best regards, Ruslan. From Albert.Shih at obspm.fr Mon May 16 05:46:55 2011 From: Albert.Shih at obspm.fr (Albert Shih) Date: Mon, 16 May 2011 11:46:55 +0200 Subject: [rt-users] How you manage cc. Message-ID: <20110516094655.GA99429@obspm.fr> Hi all. I would like to known how you manage your ticket when some user send a message to our-rt-alias and put in cc: lot of users. so when the ?lot of users? answer the first mail (not the second one) rt create lots of tickets (each answer). 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 16 mai 2011 11:45:39 CEST From fireskyer at gmx.de Mon May 16 07:57:19 2011 From: fireskyer at gmx.de (john s.) Date: Mon, 16 May 2011 04:57:19 -0700 (PDT) Subject: [rt-users] Re move RT In-Reply-To: <4DBFFFD5.5050707@bestpractical.com> References: <31503916.post@talk.nabble.com> <4DBAC1C4.60209@bestpractical.com> <31522652.post@talk.nabble.com> <4DBEB2CE.3050201@bestpractical.com> <31530026.post@talk.nabble.com> <4DBFFFD5.5050707@bestpractical.com> Message-ID: <31628189.post@talk.nabble.com> Hello Thomas I solved the problem i had make the command with an & letter ... now it works : make & make install best regards john s. -- View this message in context: http://old.nabble.com/Remove-RT-tp31503916p31628189.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From brahim.sakka at gmail.com Mon May 16 09:50:10 2011 From: brahim.sakka at gmail.com (Brahim Sakka) Date: Mon, 16 May 2011 14:50:10 +0100 Subject: [rt-users] Request Tracker web UI logs out after Respond, Resolve and Take actions In-Reply-To: <20110426141728.GB1000@jibsheet.com> References: <20110426141728.GB1000@jibsheet.com> Message-ID: Kevin, I solved the issue. The problem was the fact that I set the URL in the config file to: '192.168.1.2/rt/' The final '/' was the problem, causing RT to request "192.168.1.2/rt//subdirectories" (notice the // ) when I perform actions. Anyways, issue solved. Thanks for the response (& sorry for the delay) 2011/4/26, Kevin Falcone : > On Mon, Apr 25, 2011 at 11:04:35PM +0100, Brahim Sakka wrote: >> The RT web interface logs out whenever I hit the "update ticket" button >> when responding; >> commenting, resolving , etc. >> Is this normal behavior? And if not how can I fix it? > > Sounds like you have some of your urls set up wrong (those actions > redirect). Are you accessing RT through one host name and being sent > to a different host after responding or resolving > > -kevin > From falcone at bestpractical.com Mon May 16 12:15:53 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 16 May 2011 12:15:53 -0400 Subject: [rt-users] On create, send email only during time window? In-Reply-To: <85D233D4F98C0B4C9D1AE2DB22C2C9DB0DB73CB5@Gbay-Exchange01.imcwi.com> References: <85D233D4F98C0B4C9D1AE2DB22C2C9DB0DB73CB5@Gbay-Exchange01.imcwi.com> Message-ID: <20110516161553.GD1000@jibsheet.com> On Fri, May 13, 2011 at 07:20:00PM +0000, Mark Jenks wrote: > Right now, I am using this code to send an email to the group of people that are part of a group. You could probably replace 80% of this code with a call to MemberEmailAddresses which you can find in Group_Overlay.pm > I want to add another user to the group, but only want that user to get an email from 7pm to 7am m-f, and all day Sat & Sun. You have 2 options, cron job to add/remove that email from the group or some date logic using either DateTime or RT::Date. The DateTime man page should have docs on how to find out the time of day. There is also the Business::Hours CPAN module which you can probably find examples of folks using in the mailing list archives or the wiki or RTIR. That lets you figure out if you're in or out of business hours to add that extra email address. -kevin > Can anyone help me out with this? Thanks! We want to create an email address for an on-call email box. > > -Mark > > To: { > my $GroupName = 'HelpDesk'; > > # instantiate a group object > my $addGroupObj = RT::Group->new($RT::SystemUser); > $addGroupObj->LoadUserDefinedGroup($GroupName); > return undef unless $addGroupObj; > my $addGroupMembersObj = $addGroupObj->UserMembersObj; > > my $res = ''; > # walk through members of group > while ( my $userObj = $addGroupMembersObj->Next) { > my $email = $userObj->EmailAddress; > next unless $email; # email can be empty > > $res .= ', ' if $res; > $res .= $email; > } > $res; > } -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Raed.El-Hames at daisygroupplc.com Mon May 16 12:18:21 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Mon, 16 May 2011 16:18:21 +0000 Subject: [rt-users] Load Saved charts Message-ID: <892593C9CA8E25458C440A63DDC6774D01499159@DG-HEXMBX02.daisy.group> Hi: Rt-3.8.8 Mysql5 and apache2 with mod_perl2 Loading saved charts seems not to be working, Created a search, charted it , saved the chart , ran a second search , charted it, but when trying to load the first saved chart, all I get is the second chart refreshed?? I am not sure if the Saved chart function is not saving the query, or if the current search is over ridding the chart query? Did anyone come across this ? and is there a known fix? Regards; Roy From kfcrocker at lbl.gov Mon May 16 12:27:46 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 16 May 2011 09:27:46 -0700 Subject: [rt-users] How you manage cc. In-Reply-To: <20110516094655.GA99429@obspm.fr> References: <20110516094655.GA99429@obspm.fr> Message-ID: Albert, We put instructions in our template that says to NOT use "Reply All" because RT will take care of all other correspondence. Another way would be to make sure the ticket number is in the subject line. If there is a reference to the ticket number in the subject line [ie. Subject: Request Titled: "{$Ticket->Subject}" has been created], then RT puts the correspondence with that ticket and doesn't create a new one. If RT doesn't have a ticket number to refer to, it creates a new one. So ..... if they hit "Reply All" and there* is a reference *to the ticket number (url+ticket) in the subject line, RT will NOT create a new ticket. Hope this helps. Kenn LBNL On Mon, May 16, 2011 at 2:46 AM, Albert Shih wrote: > Hi all. > > I would like to known how you manage your ticket when some user send a > message to > > our-rt-alias > > and put in > > cc: lot of users. > > so when the ?lot of users? answer the first mail (not the second one) rt > create lots of tickets (each answer). > > 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 16 mai 2011 11:45:39 CEST > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mfwitten at gmail.com Mon May 16 12:43:40 2011 From: mfwitten at gmail.com (Michael Witten) Date: Mon, 16 May 2011 16:43:40 +0000 Subject: [rt-users] [RT] Message Threading Message-ID: <7557b4f1bd8b456e9b84da608bb924d0-mfwitten@gmail.com> Unfortunately, email systems have evolved in such a way that the standard headers `References' and `In-Reply-To' are horribly [ab]used; the result is that interfaces for navigating threads invariably mangle threading (in my opinion, the main problem is caused by the fact that nobody cares what `In-Reply-To' says and everybody makes naive assumptions about what `References' supplies). In any case, I dare you to go here: http://www.nntp.perl.org/group/perl.perl5.porters/2011/05/msg172431.html and play around with `Thread Previous' and `Thread Next', and then provide an explanation for WTF is going on (note dates too). Now, admittedly, this isn't necessarily a problem with perlbug or rt.perl.org's software, but I would add that the request tracker exacerbates this situation by flinging copies of emails all over the place with various Message-Ids and semi-spoofed `From' headers. Surely something can be done to make working via email more seamless; the request tracker should just be a third-party recording the discussion (and only spoofing messages sent explicitly via its interface). Sincerely, Michael Witten From jesse at bestpractical.com Mon May 16 12:48:13 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 16 May 2011 12:48:13 -0400 Subject: [rt-users] [RT] Message Threading In-Reply-To: <7557b4f1bd8b456e9b84da608bb924d0-mfwitten@gmail.com> References: <7557b4f1bd8b456e9b84da608bb924d0-mfwitten@gmail.com> Message-ID: <20110516164813.GS23069@bestpractical.com> > Surely something can be done to make working via email more seamless; > the request tracker should just be a third-party recording the > discussion (and only spoofing messages sent explicitly via its > interface). A couple things to note: perlbug is running an RT that's two major releases out of date. perlbug has a custom layer of extra magic to integrate with perl5-porters that's entirely unrelated to what RT does out of the box. All that is to say, I'd love to discuss how RT 4.0 does threading and how we can make it better. How perlbug does it is wildly off-topic here. ;) Best, Jesse From mfwitten at gmail.com Mon May 16 12:53:28 2011 From: mfwitten at gmail.com (Michael Witten) Date: Mon, 16 May 2011 11:53:28 -0500 Subject: [rt-users] [RT] Message Threading In-Reply-To: <20110516164813.GS23069@bestpractical.com> References: <7557b4f1bd8b456e9b84da608bb924d0-mfwitten@gmail.com> <20110516164813.GS23069@bestpractical.com> Message-ID: On Mon, May 16, 2011 at 11:48, Jesse Vincent wrote: > perlbug is running an RT that's two major releases out of date. > perlbug has a custom layer of extra magic to integrate with perl5-porters that's > entirely unrelated to what RT does out of the box. Well, then, there's not much point in discussion the current RT at all, as it will have no useful effect for me. From falcone at bestpractical.com Mon May 16 13:42:46 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 16 May 2011 13:42:46 -0400 Subject: [rt-users] Load Saved charts In-Reply-To: <892593C9CA8E25458C440A63DDC6774D01499159@DG-HEXMBX02.daisy.group> References: <892593C9CA8E25458C440A63DDC6774D01499159@DG-HEXMBX02.daisy.group> Message-ID: <20110516174246.GE1000@jibsheet.com> On Mon, May 16, 2011 at 04:18:21PM +0000, Raed El-Hames wrote: > Rt-3.8.8 > Mysql5 and apache2 with mod_perl2 > > Loading saved charts seems not to be working, > Created a search, charted it , saved the chart , ran a second search , charted it, but when trying to load the first saved chart, all I get is the second chart refreshed?? > > I am not sure if the Saved chart function is not saving the query, or if the current search is over ridding the chart query? Did anyone come across this ? and is there a known fix? This sounds like a bug Emmanuel reported and fixed, but it was against 3.8.6 and should be fixed in 3.8.8. It was bug 14002 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From lab at pacbell.net Mon May 16 13:45:59 2011 From: lab at pacbell.net (20/20 Lab) Date: Mon, 16 May 2011 10:45:59 -0700 Subject: [rt-users] [RT] Message Threading In-Reply-To: <7557b4f1bd8b456e9b84da608bb924d0-mfwitten@gmail.com> References: <7557b4f1bd8b456e9b84da608bb924d0-mfwitten@gmail.com> Message-ID: <4DD162D7.7070709@pacbell.net> On 05/16/2011 9:43 AM, Michael Witten wrote: > Unfortunately, email systems have evolved in such a way that the standard > headers `References' and `In-Reply-To' are horribly [ab]used; the result > is that interfaces for navigating threads invariably mangle threading > (in my opinion, the main problem is caused by the fact that nobody cares > what `In-Reply-To' says and everybody makes naive assumptions about what > `References' supplies). > > In any case, I dare you to go here: > > http://www.nntp.perl.org/group/perl.perl5.porters/2011/05/msg172431.html > > and play around with `Thread Previous' and `Thread Next', and then provide > an explanation for WTF is going on (note dates too). > > Now, admittedly, this isn't necessarily a problem with perlbug or > rt.perl.org's software, but I would add that the request tracker > exacerbates this situation by flinging copies of emails all over the > place with various Message-Ids and semi-spoofed `From' headers. > > Surely something can be done to make working via email more seamless; > the request tracker should just be a third-party recording the > discussion (and only spoofing messages sent explicitly via its > interface). > > Sincerely, > Michael Witten > Looks like whatever software is threading the messages is not compensating for time zones and/or is running on utc. If you wanted a guess. From mfwitten at gmail.com Mon May 16 14:05:33 2011 From: mfwitten at gmail.com (Michael Witten) Date: Mon, 16 May 2011 13:05:33 -0500 Subject: [rt-users] [RT] Message Threading In-Reply-To: <4DD162D7.7070709@pacbell.net> References: <7557b4f1bd8b456e9b84da608bb924d0-mfwitten@gmail.com> <4DD162D7.7070709@pacbell.net> Message-ID: On Mon, May 16, 2011 at 12:45, 20/20 Lab wrote: > On 05/16/2011 9:43 AM, Michael Witten wrote: >> >> Unfortunately, email systems have evolved in such a way that the standard >> headers `References' and `In-Reply-To' are horribly [ab]used; the result >> is that interfaces for navigating threads invariably mangle threading >> (in my opinion, the main problem is caused by the fact that nobody cares >> what `In-Reply-To' says and everybody makes naive assumptions about what >> `References' supplies). >> >> In any case, I dare you to go here: >> >> ? http://www.nntp.perl.org/group/perl.perl5.porters/2011/05/msg172431.html >> >> and play around with `Thread Previous' and `Thread Next', and then provide >> an explanation for WTF is going on (note dates too). >> >> Now, admittedly, this isn't necessarily a problem with perlbug or >> rt.perl.org's software, but I would add that the request tracker >> exacerbates this situation by flinging copies of emails all over the >> place with various Message-Ids and semi-spoofed `From' headers. >> >> Surely something can be done to make working via email more seamless; >> the request tracker should just be a third-party recording the >> discussion (and only spoofing messages sent explicitly via its >> interface). >> >> Sincerely, >> Michael Witten >> > Looks like whatever software is threading the messages is not compensating > for time zones and/or is running on utc. > > If you wanted a guess. > Well, it's worse than that: You'll notice that following `Thread Previous' lands you on the top message from which no other message in the thread is accessible; the link in my original email to the rt-users list was found by running through the URL message ID numbers by hand because it is otherwise completely impossible to retrieve. Also, the latest message from Thomas Sibley, which can be seen here: http://rt.perl.org/rt3//Public/Bug/Display.html?id=90632 does not appear to have even been sent out to the perl5-porters list (at least yet). However, as Jesse has pointed out, this is perhaps a bit of a digression from the affairs of the rt-users list. From roman.gazaryants at gmail.com Mon May 16 16:38:09 2011 From: roman.gazaryants at gmail.com (Roman G.) Date: Mon, 16 May 2011 13:38:09 -0700 Subject: [rt-users] ExternalAuth And Numeric LDAP/AD ID problem Message-ID: <2634ED0F-2DA2-4015-A05B-FC3002D1CA40@gmail.com> Hello, Our AD usernames are numeric. I noticed that during login, if the username is numeric, it runs the following query: "SELECT * FROM Users WHERE id = ''" if it's not numeric, it does a lookup on the 'Name' field. I took over a 3.6 install which had a small customization in 'share/html/autohandler' which seems simple enough: if ($user =~ /^\d+$/) { $user = "rt$user"; } So it would authenticate with numeric ID to AD, but prefix it with 'rt' on the RT side when populating the 'Name' field. I am trying to replicate this in the 4.0 install. Seems like it would be an easy change in 'local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm', but I haven't been able to find the right spot to prefix $username. But then again, I'm not that good at figuring out other people's code. Any thoughts / Pointers? AD is out of my control, and would involve a lot of red[ish] tape to change, so I would prefer to avoid that. Thanks! -Roman From fireskyer at gmx.de Tue May 17 04:43:36 2011 From: fireskyer at gmx.de (john s.) Date: Tue, 17 May 2011 01:43:36 -0700 (PDT) Subject: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for Authentification ? In-Reply-To: <31385180.post@talk.nabble.com> References: <31342791.post@talk.nabble.com> <20110407172252.GB3198@jibsheet.com> <31369863.post@talk.nabble.com> <31385180.post@talk.nabble.com> Message-ID: <31635938.post@talk.nabble.com> Solved with a help from a colleague Here's the solution: Set($ExternalSettings,{'My_LDAP' =>{ ## GENERIC SECTION 'type' => 'ldap', 'server' => 'xxx.xxx.local', 'user' => 'CN=User,OU=Benutzer,OU=xxx,DC=xxx,DC=xx', # THat was the crucial point 'pass' => 'pass', 'base' => 'OU=xxx,OU=xxx,DC=xxx,DC=local', 'filter' => '(memberOf=CN=RT,OU=Gruppen,OU=xxx,DC=xxx,DC=xxx)', #and the filter is modified 'd_filter' => '(userAccountControl=514)', 'tls' => 1, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name', 'EmailAddress', ], 'attr_map' => { 'Name' => 'sAMAccountName', 'RealName' => 'cn', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'ExternalAuthId' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'Zip' => 'postalCode', } } } best regards john s. -- View this message in context: http://old.nabble.com/RT-Authen-ExternalAuth-0.08-which-packages-i-need-for-Authentification---tp31342791p31635938.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From hiro24 at gmail.com Tue May 17 08:19:17 2011 From: hiro24 at gmail.com (Chris Hall) Date: Tue, 17 May 2011 08:19:17 -0400 Subject: [rt-users] rflush error after 4.0.0 upgrade Message-ID: Hello, I just went through the rt4 upgrade this morning, from 3.8.8, and things went relatively smooth. However, I'm occasionally seeing the rflush error below popping up in my apache2.error log. I haven't gotten any calls on it, so I'm not sure if this is actually kicking ppl off or what the story is, but as a type of pre-emptive strike, I'd like to figure out what this is or what may be causing it. Does anybody have any insight? [Tue May 17 08:07:24 2011] [error] [client #############] Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/local/share/perl/5.10.0/Plack/Handler/Apache2.pm line 148, referer: http://rt.imctv.com/ [Tue May 17 08:07:51 2011] [error] [client #############] Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/local/share/perl/5.10.0/Plack/Handler/Apache2.pm line 148, referer: http://rt.imctv.com/ [Tue May 17 08:10:04 2011] [error] [client #############] Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/local/share/perl/5.10.0/Plack/Handler/Apache2.pm line 148, referer: http://rt.imctv.com/ [Tue May 17 08:10:42 2011] [error] [client #############] Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/local/share/perl/5.10.0/Plack/Handler/Apache2.pm line 148, referer: http://rt.imctv.com/ [Tue May 17 08:11:28 2011] [error] [client #############] Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/local/share/perl/5.10.0/Plack/Handler/Apache2.pm line 148, referer: http://rt.imctv.com/ [Tue May 17 08:11:28 2011] [error] [client #############] Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/local/share/perl/5.10.0/Plack/Handler/Apache2.pm line 148, referer: http://rt.imctv.com/ [Tue May 17 08:11:28 2011] [error] [client #############] Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/local/share/perl/5.10.0/Plack/Handler/Apache2.pm line 148, referer: http://rt.imctv.com/ [Tue May 17 08:11:28 2011] [error] [client #############] Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/local/share/perl/5.10.0/Plack/Handler/Apache2.pm line 148, referer: http://rt.imctv.com/ [Tue May 17 08:11:29 2011] [error] [client #############] Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/local/share/perl/5.10.0/Plack/Handler/Apache2.pm line 148, referer: http://rt.imctv.com/ [Tue May 17 08:11:29 2011] [error] [client #############] Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/local/share/perl/5.10.0/Plack/Handler/Apache2.pm line 148, referer: http://rt.imctv.com/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From fireskyer at gmx.de Tue May 17 08:40:43 2011 From: fireskyer at gmx.de (john s.) Date: Tue, 17 May 2011 05:40:43 -0700 (PDT) Subject: [rt-users] [solved]Re: RT Authen: External Auth won't work over ssl In-Reply-To: <31602076.post@talk.nabble.com> References: <31594799.post@talk.nabble.com> <31602076.post@talk.nabble.com> Message-ID: <31637188.post@talk.nabble.com> Solved you have to set some symlink Described in this 2 links: http://www.matthias-lohr.net/150/vertrauenswurdige-ssl-zertifikate-unter-linux Matthias http://gagravarr.org/writing/openssl...tml#ca-openssl gagravarr Important: plz. use the symlink syntax from the text which is described in the link from matthias.. Example: sudo ln -s CACert_root.pem 5ed36f9.0 best regards john s. -- View this message in context: http://old.nabble.com/RT-Authen%3A-External-Auth-won%27t-work-over-ssl-tp31594799p31637188.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From dhahn at newsroomsolutions.com Tue May 17 09:20:22 2011 From: dhahn at newsroomsolutions.com (Drew Hahn) Date: Tue, 17 May 2011 09:20:22 -0400 Subject: [rt-users] Quick Ticket Create in RT4 Message-ID: I'm trying to customize Quick Ticket Create (from the dashboard) in RT4 to add a custom field. I've edited html/Elements/QuickCreate but none of my changes are reflected in the UI. I've restarted Apache so mod_perl will see the changes, but even something as little as changing Subject to SUBject is not seen. Obviously, I'm editing the wrong file. Can somebody point me to the correct file to customize Quick Ticket Create in RT4? Thanks in advance. --drew From mike.johnson at nosm.ca Tue May 17 09:38:14 2011 From: mike.johnson at nosm.ca (Mike Johnson) Date: Tue, 17 May 2011 09:38:14 -0400 Subject: [rt-users] How you manage cc. In-Reply-To: References: <20110516094655.GA99429@obspm.fr> Message-ID: Albert is actually referring to the email that creates the ticket. John Doe types up an email... To: rt Cc: myboss, hisboss, cio, cao, cfo, grandma, grandpa, thedogdownthestreet Subject: my computer is broken Body: yup it's broken myboss receives 1 or more emails(depending on your scrip setup) The one Albert is saying he gets replies from is From:John Doe To: rt Cc: myboss,hisboss,cio,cao,cfo,grandma,grandpa,thedogdownthestreet Subject: My computer is broken myboss hits "reply-all" on this email... this creates a new ticket in RT. There is no way for RT to know that the email from John Doe, and the follow email from myboss are actually all in 1 ticket. Now... think down the road, say myboss's reply-all is to hisboss, and hisboss hits reply-all to myboss and asks the cio,cao, AND cfo a question each... and they reply-all to that email. All this communication is being sent to rt, as emails without any [rt#number] in the subject... and each email creates a new duplicate ticket that all needs to be merged in the end... My above example will create 7 tickets... each with 1 correspondence transaction that should all be in 1 ticket.... a nightmare to manage... The only thing my brain can think of besides education of the users... repeatedly(and that still doesn't work that well), would be to have some sort of scrip that looks at subject lines and original recipent lists and does an auto-merge... that would be one crazy scrip and if anyone writes a working one let me know! Sorry I couldn't be of any help Albert... Mike. On Mon, May 16, 2011 at 12:27 PM, Kenneth Crocker wrote: > Albert, > > We put instructions in our template that says to NOT use "Reply All" > because RT will take care of all other correspondence. > > Another way would be to make sure the ticket number is in the subject line. > If there is a reference to the ticket number in the subject line [ie. > Subject: Request Titled: "{$Ticket->Subject}" has been created], then RT > puts the correspondence with that ticket and doesn't create a new one. If RT > doesn't have a ticket number to refer to, it creates a new one. So ..... if > they hit "Reply All" and there* is a reference *to the ticket number > (url+ticket) in the subject line, RT will NOT create a new ticket. > > Hope this helps. > > Kenn > LBNL > > > On Mon, May 16, 2011 at 2:46 AM, Albert Shih wrote: > >> Hi all. >> >> I would like to known how you manage your ticket when some user send a >> message to >> >> our-rt-alias >> >> and put in >> >> cc: lot of users. >> >> so when the ?lot of users? answer the first mail (not the second one) rt >> create lots of tickets (each answer). >> >> 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 16 mai 2011 11:45:39 CEST >> > > -- 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 Tue May 17 11:34:35 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 17 May 2011 11:34:35 -0400 Subject: [rt-users] Quick Ticket Create in RT4 In-Reply-To: References: Message-ID: <20110517153435.GF1000@jibsheet.com> On Tue, May 17, 2011 at 09:20:22AM -0400, Drew Hahn wrote: > I'm trying to customize Quick Ticket Create (from the dashboard) in RT4 to > add a custom field. I've edited html/Elements/QuickCreate but none of my > changes are reflected in the UI. I've restarted Apache so mod_perl will > see the changes, but even something as little as changing Subject to > SUBject is not seen. > > Obviously, I'm editing the wrong file. Can somebody point me to the > correct file to customize Quick Ticket Create in RT4? QuickCreate sounds like the element you want, but if you're editing in the standard RT doc root, you probably want to review the cleanly customing RT portion of the wiki about the local directory: http://requesttracker.wikia.com/wiki/Customizing -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From dhahn at newsroomsolutions.com Tue May 17 12:40:12 2011 From: dhahn at newsroomsolutions.com (Drew Hahn) Date: Tue, 17 May 2011 12:40:12 -0400 Subject: [rt-users] Quick Ticket Create in RT4 In-Reply-To: <20110517153435.GF1000@jibsheet.com> References: <20110517153435.GF1000@jibsheet.com> Message-ID: Thanks Kevin. I think ultimately my issue was the mason data was compiled and needed to be cleared to recognize my changes: var/mason_data/obj --drew -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, May 17, 2011 11:35 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Quick Ticket Create in RT4 On Tue, May 17, 2011 at 09:20:22AM -0400, Drew Hahn wrote: > I'm trying to customize Quick Ticket Create (from the dashboard) in > RT4 to add a custom field. I've edited html/Elements/QuickCreate but > none of my changes are reflected in the UI. I've restarted Apache so > mod_perl will see the changes, but even something as little as > changing Subject to SUBject is not seen. > > Obviously, I'm editing the wrong file. Can somebody point me to the > correct file to customize Quick Ticket Create in RT4? QuickCreate sounds like the element you want, but if you're editing in the standard RT doc root, you probably want to review the cleanly customing RT portion of the wiki about the local directory: http://requesttracker.wikia.com/wiki/Customizing -kevin From Raed.El-Hames at daisygroupplc.com Tue May 17 12:57:23 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Tue, 17 May 2011 16:57:23 +0000 Subject: [rt-users] Load Saved charts In-Reply-To: <20110516174246.GE1000@jibsheet.com> References: <892593C9CA8E25458C440A63DDC6774D01499159@DG-HEXMBX02.daisy.group> <20110516174246.GE1000@jibsheet.com> Message-ID: <892593C9CA8E25458C440A63DDC6774D014999C0@DG-HEXMBX02.daisy.group> Kevin: Thanks for the reply. Can you tell me where I can find the rt bug tracker, I could not find any links from the mail bestpractical site or the wiki. Also I would guess I need to know where is the repo what patches are kept to see the changes? From memory most bug replies only include the patch number? I am curious as you suggested it should be fixed in the version of RT I am using, so I am wondering if anything in my local customisation that is effecting this. Regards; Roy > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: 16 May 2011 18:43 > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Load Saved charts > > On Mon, May 16, 2011 at 04:18:21PM +0000, Raed El-Hames wrote: > > Rt-3.8.8 > > Mysql5 and apache2 with mod_perl2 > > > > Loading saved charts seems not to be working, Created a search, > > charted it , saved the chart , ran a second search , charted it, but > when trying to load the first saved chart, all I get is the second chart > refreshed?? > > > > I am not sure if the Saved chart function is not saving the query, or if > the current search is over ridding the chart query? Did anyone come across > this ? and is there a known fix? > > This sounds like a bug Emmanuel reported and fixed, but it was against > 3.8.6 and should be fixed in 3.8.8. It was bug 14002 > > -kevin From Raed.El-Hames at daisygroupplc.com Tue May 17 13:01:26 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Tue, 17 May 2011 17:01:26 +0000 Subject: [rt-users] Load Saved charts In-Reply-To: <892593C9CA8E25458C440A63DDC6774D014999C0@DG-HEXMBX02.daisy.group> References: <892593C9CA8E25458C440A63DDC6774D01499159@DG-HEXMBX02.daisy.group> <20110516174246.GE1000@jibsheet.com> <892593C9CA8E25458C440A63DDC6774D014999C0@DG-HEXMBX02.daisy.group> Message-ID: <892593C9CA8E25458C440A63DDC6774D014999D5@DG-HEXMBX02.daisy.group> Apologies. Ignore my question regarding the bug tracker, I found http://issues.bestpractical.com However can I ask what "fixed in e8c391f7a4119" means and where can I find e8c391f7a4119 Regards; Roy > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Raed El-Hames > Sent: 17 May 2011 17:57 > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Load Saved charts > > Kevin: > > Thanks for the reply. > Can you tell me where I can find the rt bug tracker, I could not find any > links from the mail bestpractical site or the wiki. > Also I would guess I need to know where is the repo what patches are kept > to see the changes? From memory most bug replies only include the patch > number? > > I am curious as you suggested it should be fixed in the version of RT I am > using, so I am wondering if anything in my local customisation that is > effecting this. > > Regards; > Roy > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > > Sent: 16 May 2011 18:43 > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Load Saved charts > > > > On Mon, May 16, 2011 at 04:18:21PM +0000, Raed El-Hames wrote: > > > Rt-3.8.8 > > > Mysql5 and apache2 with mod_perl2 > > > > > > Loading saved charts seems not to be working, Created a search, > > > charted it , saved the chart , ran a second search , charted it, but > > when trying to load the first saved chart, all I get is the second chart > > refreshed?? > > > > > > I am not sure if the Saved chart function is not saving the query, or > if > > the current search is over ridding the chart query? Did anyone come > across > > this ? and is there a known fix? > > > > This sounds like a bug Emmanuel reported and fixed, but it was against > > 3.8.6 and should be fixed in 3.8.8. It was bug 14002 > > > > -kevin From kfcrocker at lbl.gov Tue May 17 13:05:49 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 17 May 2011 10:05:49 -0700 Subject: [rt-users] How you manage cc. In-Reply-To: References: <20110516094655.GA99429@obspm.fr> Message-ID: Mike, Actually, if their RT Queue is set up to send notifications to the Cc's, then the second email WILL include the ticket number and a comment that a ticket has been created. THAT template should include a comment for the Cc's to NOT use Reply all on the former email or to only reply to the RT email. I know it is not foolproof, after all, how many users actually READ their email, but it works for us about 95% of the time. Kenn LBNL On Tue, May 17, 2011 at 6:38 AM, Mike Johnson wrote: > Albert is actually referring to the email that creates the ticket. > > John Doe types up an email... > > > To: rt > Cc: myboss, hisboss, cio, cao, cfo, grandma, grandpa, thedogdownthestreet > Subject: my computer is broken > Body: yup it's broken > > myboss receives 1 or more emails(depending on your scrip setup) > > The one Albert is saying he gets replies from is > > From:John Doe > To: rt > Cc: myboss,hisboss,cio,cao,cfo,grandma,grandpa,thedogdownthestreet > Subject: My computer is broken > > > myboss hits "reply-all" on this email... this creates a new ticket in RT. > There is no way for RT to know that the email from John Doe, and the follow > email from myboss are actually all in 1 ticket. > > Now... think down the road, say myboss's reply-all is to hisboss, and > hisboss hits reply-all to myboss and asks the cio,cao, AND cfo a question > each... and they reply-all to that email. > > All this communication is being sent to rt, as emails without any > [rt#number] in the subject... and each email creates a new duplicate ticket > that all needs to be merged in the end... > > My above example will create 7 tickets... each with 1 correspondence > transaction that should all be in 1 ticket.... a nightmare to manage... > > The only thing my brain can think of besides education of the users... > repeatedly(and that still doesn't work that well), would be to have some > sort of scrip that looks at subject lines and original recipent lists and > does an auto-merge... that would be one crazy scrip and if anyone writes > a working one let me know! > > Sorry I couldn't be of any help Albert... > > Mike. > > On Mon, May 16, 2011 at 12:27 PM, Kenneth Crocker wrote: > >> Albert, >> >> We put instructions in our template that says to NOT use "Reply All" >> because RT will take care of all other correspondence. >> >> Another way would be to make sure the ticket number is in the subject >> line. If there is a reference to the ticket number in the subject line [ie. >> Subject: Request Titled: "{$Ticket->Subject}" has been created], then RT >> puts the correspondence with that ticket and doesn't create a new one. If RT >> doesn't have a ticket number to refer to, it creates a new one. So ..... if >> they hit "Reply All" and there* is a reference *to the ticket number >> (url+ticket) in the subject line, RT will NOT create a new ticket. >> >> Hope this helps. >> >> Kenn >> LBNL >> >> >> On Mon, May 16, 2011 at 2:46 AM, Albert Shih wrote: >> >>> Hi all. >>> >>> I would like to known how you manage your ticket when some user send a >>> message to >>> >>> our-rt-alias >>> >>> and put in >>> >>> cc: lot of users. >>> >>> so when the ?lot of users? answer the first mail (not the second one) rt >>> create lots of tickets (each answer). >>> >>> 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 16 mai 2011 11:45:39 CEST >>> >> >> > > > -- > 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 Tue May 17 13:42:55 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 17 May 2011 13:42:55 -0400 Subject: [rt-users] Load Saved charts In-Reply-To: <892593C9CA8E25458C440A63DDC6774D014999D5@DG-HEXMBX02.daisy.group> References: <892593C9CA8E25458C440A63DDC6774D01499159@DG-HEXMBX02.daisy.group> <20110516174246.GE1000@jibsheet.com> <892593C9CA8E25458C440A63DDC6774D014999C0@DG-HEXMBX02.daisy.group> <892593C9CA8E25458C440A63DDC6774D014999D5@DG-HEXMBX02.daisy.group> Message-ID: <20110517174255.GG1000@jibsheet.com> On Tue, May 17, 2011 at 05:01:26PM +0000, Raed El-Hames wrote: > Apologies. Ignore my question regarding the bug tracker, I found http://issues.bestpractical.com > However can I ask what "fixed in e8c391f7a4119" means and where can I find e8c391f7a4119 That's a git sha, you can find links to our repository on http://www.bestpractical.com/rt/git.html > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Raed El-Hames > > Sent: 17 May 2011 17:57 > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Load Saved charts > > > > Kevin: > > > > Thanks for the reply. > > Can you tell me where I can find the rt bug tracker, I could not find any > > links from the mail bestpractical site or the wiki. > > Also I would guess I need to know where is the repo what patches are kept > > to see the changes? From memory most bug replies only include the patch > > number? > > > > I am curious as you suggested it should be fixed in the version of RT I am > > using, so I am wondering if anything in my local customisation that is > > effecting this. > > > > Regards; > > Roy > > > > > -----Original Message----- > > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > > bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > > > Sent: 16 May 2011 18:43 > > > To: rt-users at lists.bestpractical.com > > > Subject: Re: [rt-users] Load Saved charts > > > > > > On Mon, May 16, 2011 at 04:18:21PM +0000, Raed El-Hames wrote: > > > > Rt-3.8.8 > > > > Mysql5 and apache2 with mod_perl2 > > > > > > > > Loading saved charts seems not to be working, Created a search, > > > > charted it , saved the chart , ran a second search , charted it, but > > > when trying to load the first saved chart, all I get is the second chart > > > refreshed?? > > > > > > > > I am not sure if the Saved chart function is not saving the query, or > > if > > > the current search is over ridding the chart query? Did anyone come > > across > > > this ? and is there a known fix? > > > > > > This sounds like a bug Emmanuel reported and fixed, but it was against > > > 3.8.6 and should be fixed in 3.8.8. It was bug 14002 > > > > > > -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 May 17 14:40:02 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 17 May 2011 11:40:02 -0700 (PDT) Subject: [rt-users] Rt and field crews Message-ID: We're using RT to manage work crews. We have crews that go out and work on various projects. We have a crew that specifically deals with small projects; these are small one day or less jobs. Dispatch gets a work order, typically by phone. She takes down the information, location, etc. on a pre-printed form, does some basic research on ownership, access, etc, and then sends the same form out with the crew to fix the issue. I've created the dispatch part of the form in RT. The bottom half of the form is blanks that gets filled out in the field by the crew foreman. I need to get RT to print the form so dispatch can put them in the crew work order pile. I've looked around and RT doesn't really seem to have any simple way to print tickets in a specific format. Any guidance on this? -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From ranatanveer at gmail.com Tue May 17 14:53:41 2011 From: ranatanveer at gmail.com (Rana Tanveer) Date: Tue, 17 May 2011 23:53:41 +0500 Subject: [rt-users] upgrade 3.8.7 > 3.8.8 Message-ID: Hi Community. I have upgraded 3.8.7 > 3.8.8 my two RT instances. (one for external and one internal). I am getting following two problems at only one of my RT. 1. I am seeing the following line at the bottom of the page Can't call method "id" on an undefined value at /usr/share/rt3/html/Elements/MyReminders line 58. 2. i can't see Quichsearch Reminders and Refresh at home page. It is not fixing up through global section. surprising element is that on the other RT machine there is no such issue. any clue ? Rana Tanveer +923224247373 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ranatanveer at gmail.com Tue May 17 15:02:12 2011 From: ranatanveer at gmail.com (Rana Tanveer) Date: Wed, 18 May 2011 00:02:12 +0500 Subject: [rt-users] RT 3.8.2 > 3.8.8 Message-ID: I am facing the same problem...any solution for this. On Wed, Aug 4, 2010 at 8:05 AM, Jim Tambling wrote: > I have upgraded from 3.8.2. to 3.8.8 without a hitch, apart from seeing the > following line at the bottom of my home page: > > > > ???Can't call method "id" on an undefined value at > /opt/rt3/share/html/Elements/MyReminders line 58.??? > > > > And there is no logo. If I remove ???MyReminders??? from the RT at a glance > page, the linbe disappears and the logo returns. Adding MyReminders back to > the RT at a glance page returns the error and takes away the logo. > > > > Any ideas? > > > > Regards, Jim Rana Tanveer +923224247373 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue May 17 16:02:14 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 17 May 2011 16:02:14 -0400 Subject: [rt-users] upgrade 3.8.7 > 3.8.8 In-Reply-To: References: Message-ID: <20110517200214.GH1000@jibsheet.com> On Tue, May 17, 2011 at 11:53:41PM +0500, Rana Tanveer wrote: > Hi Community. > > I have upgraded 3.8.7 > 3.8.8 my two RT instances. (one for external and one internal). I am > getting following two problems at only one of my RT. You should really come up to 3.8.10 which has a ton of bugfixes and security fixes. The error you're seeing has been worked around in later releases, but is caused by having an invalid $Organization or having changed it during the upgrade. -kevin > 1. I am seeing the following line at the bottom of the page > Can't call method "id" on an undefined value at /usr/share/rt3/html/Elements/MyReminders line > 58. > 2. i can't see Quichsearch Reminders and Refresh at home page. > > It is not fixing up through global section. surprising element is that on the other RT machine > there is no such issue. > > any clue ? > > Rana Tanveer > +923224247373 -------------- 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 May 17 16:17:31 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 17 May 2011 13:17:31 -0700 (PDT) Subject: [rt-users] Changing Owner, AdminCC and CC labels Message-ID: <0e2782a407ae8e46e13f5f91810bd815.squirrel@mail.seiner.com> Is it possible to change the Owner, AdminCC and CC labels? The roles really correspond to Team Leader, Team Member, and Secondary Requestor the way we're structured and it would make life a bit simpler if we could actually see those labels. -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From wayne.thursby at hcmeinc.com Tue May 17 16:42:04 2011 From: wayne.thursby at hcmeinc.com (Wayne Thursby) Date: Tue, 17 May 2011 16:42:04 -0400 Subject: [rt-users] Date Custom Field in RT 4 Message-ID: The date custom field is a welcomed addition, and opens up a lot of possibilities. Everything works great, but I've noticed one assumption it makes that is, at least in my case, an incorrect one. Instead of selecting dates from calendars, my users type in dates manually. I am in America, so this follows the (admittedly silly) format of "MM/DD/YY" If the users manually type in a date such as the 25th of August, 2010 as "8/25/10", the date is correctly interpreted by the custom field. However, when a more ambiguous date is entered, such as the 9th of August, 2010, the date is incorrectly parsed as being in the international (and more rational) format of "DD/MM/YY". This turns the user's intended input, "8/9/10" into meaning the 8th of September, 2010. Computers are typically easier to configure than users. Is the default format for date CustomFields configurable? If not, should I file a feature request? Wayne Thursby System Administrator Healthcare Management Enterprises, Inc. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue May 17 16:56:11 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 17 May 2011 13:56:11 -0700 Subject: [rt-users] Changing Owner, AdminCC and CC labels In-Reply-To: <0e2782a407ae8e46e13f5f91810bd815.squirrel@mail.seiner.com> References: <0e2782a407ae8e46e13f5f91810bd815.squirrel@mail.seiner.com> Message-ID: Yan, Yep. You will want to create a "local" version (RThome/local/html/Ticket/Elements) of the *"EditBasics"* & *"ShowBasic"*files and possibly the *"Update.html"* & *"Create,html"* files (RThome/local/html/Ticket) and make your modifications there. I did this to modify the way "Time" is displayed (we use "Days - .125 = 1 hour) and to remove the "AdminCc" (since we use AdminCc as a *Queue watcher/manager only* and therefore we don't want anyone trying to add an AdminCc for ticket email purposes at all). Anyway, this would allow you to alter the words that display on those screens. Kenn LBNL On Tue, May 17, 2011 at 1:17 PM, Yan Seiner wrote: > Is it possible to change the Owner, AdminCC and CC labels? The roles > really correspond to Team Leader, Team Member, and Secondary Requestor the > way we're structured and it would make life a bit simpler if we could > actually see those labels. > > > -- > 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 kfcrocker at lbl.gov Tue May 17 17:02:58 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 17 May 2011 14:02:58 -0700 Subject: [rt-users] Date Custom Field in RT 4 In-Reply-To: References: Message-ID: Wayne, That's odd. I use Emmanuel Lacour's code for 3.8 and I don't have this problem. My users can enter "2011/11/25" or "20/22/2011" or pick a date from the Calendar pop-up and it is always interpreted correctly into ourpreferenced format of yyyy-mm-dd. DId you set a default date format preference in your configurations? Ours drops the time element (since we really don't care what time something was done). Kenn LBNL On Tue, May 17, 2011 at 1:42 PM, Wayne Thursby wrote: > > The date custom field is a welcomed addition, and opens up a lot of > possibilities. Everything works great, but I've noticed one assumption it > makes that is, at least in my case, an incorrect one. > > Instead of selecting dates from calendars, my users type in dates manually. > I am in America, so this follows the (admittedly silly) format of "MM/DD/YY" > > If the users manually type in a date such as the 25th of August, 2010 as > "8/25/10", the date is correctly interpreted by the custom field. > > However, when a more ambiguous date is entered, such as the 9th of August, > 2010, the date is incorrectly parsed as being in the international (and more > rational) format of "DD/MM/YY". This turns the user's intended input, > "8/9/10" into meaning the 8th of September, 2010. > > Computers are typically easier to configure than users. Is the default > format for date CustomFields configurable? If not, should I file a feature > request? > > Wayne Thursby > System Administrator > Healthcare Management Enterprises, Inc. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue May 17 17:10:05 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 18 May 2011 01:10:05 +0400 Subject: [rt-users] Date Custom Field in RT 4 In-Reply-To: References: Message-ID: Hello Wayne, Check DateDayBeforeMonth config option in the config. If it doesn't help then file a bug report. On Wed, May 18, 2011 at 12:42 AM, Wayne Thursby wrote: > > The date custom field is a welcomed addition, and opens up a lot of > possibilities. Everything works great, but I've noticed one assumption it > makes that is, at least in my case, an incorrect one. > > Instead of selecting dates from calendars, my users type in dates manually. > I am in America, so this follows the (admittedly silly) format of "MM/DD/YY" > > If the users manually type in a date such as the 25th of August, 2010 as > "8/25/10", the date is correctly interpreted by the custom field. > > However, when a more ambiguous date is entered, such as the 9th of August, > 2010, the date is incorrectly parsed as being in the international (and more > rational) format of "DD/MM/YY". This turns the user's intended input, > "8/9/10" into meaning the 8th of September, 2010. > > Computers are typically easier to configure than users. Is the default > format for date CustomFields configurable? If not, should I file a feature > request? > > Wayne Thursby > System Administrator > Healthcare Management Enterprises, Inc. -- Best regards, Ruslan. From ruz at bestpractical.com Tue May 17 17:12:54 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 18 May 2011 01:12:54 +0400 Subject: [rt-users] Changing Owner, AdminCC and CC labels In-Reply-To: <0e2782a407ae8e46e13f5f91810bd815.squirrel@mail.seiner.com> References: <0e2782a407ae8e46e13f5f91810bd815.squirrel@mail.seiner.com> Message-ID: On Wed, May 18, 2011 at 12:17 AM, Yan Seiner wrote: > Is it possible to change the Owner, AdminCC and CC labels? ?The roles > really correspond to Team Leader, Team Member, and Secondary Requestor the > way we're structured and it would make life a bit simpler if we could > actually see those labels. Hello Yan, Only with local overrides for html like Kenneth suggested. It's not configurable at the moment. > -- > My daughter is racing a triathlon to raise money for her swim club. ?Want > to help? > http://akari.seiner.com -- Best regards, Ruslan. From ruz at bestpractical.com Tue May 17 17:16:42 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 18 May 2011 01:16:42 +0400 Subject: [rt-users] Rt and field crews In-Reply-To: References: Message-ID: Hello Yan, RT uses print.css - style sheet that only used for printing. You can change it adopt for your needs. Also, you can create a special print view as combination of customized Display.html and custom style sheet. On Tue, May 17, 2011 at 10:40 PM, Yan Seiner wrote: > We're using RT to manage work crews. ?We have crews that go out and work > on various projects. ?We have a crew that specifically deals with small > projects; these are small one day or less jobs. > > Dispatch gets a work order, typically by phone. ?She takes down the > information, location, etc. on a pre-printed form, does some basic > research on ownership, access, etc, and then sends the same form out with > the crew to fix the issue. > > I've created the dispatch part of the form in RT. ?The bottom half of the > form is blanks that gets filled out in the field by the crew foreman. > > I need to get RT to print the form so dispatch can put them in the crew > work order pile. ?I've looked around and RT doesn't really seem to have > any simple way to print tickets in a specific format. > > Any guidance on this? > > > -- > My daughter is racing a triathlon to raise money for her swim club. ?Want > to help? > > http://akari.seiner.com > > > -- Best regards, Ruslan. From ruz at bestpractical.com Tue May 17 17:25:21 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 18 May 2011 01:25:21 +0400 Subject: [rt-users] How you manage cc. In-Reply-To: References: <20110516094655.GA99429@obspm.fr> Message-ID: Hello, I recall somebody posted a patch for RT to use references in email to track ticket ids. It was a while ago back at 3.{0,2,4} times. Look at: http://requesttracker.wikia.com/wiki/InReplyToParsing http://www.gossamer-threads.com/lists/engine?list=rt&do=search_results&search_forum=all&search_string=in-reply-to+ticket+id&search_type=AND This may help. This as well may hurt in some situations. I see sometimes people using old mails to generate new requests by hitting reply and changing everything. They just don't know about whole bunch of headers they inherited. On Tue, May 17, 2011 at 5:38 PM, Mike Johnson wrote: > Albert is actually referring to the email that creates the ticket. > > John Doe types up an email... > > > To: rt > Cc: myboss, hisboss, cio, cao, cfo, grandma, grandpa, thedogdownthestreet > Subject: my computer is broken > Body: yup it's broken > > myboss receives 1 or more emails(depending on your scrip setup) > > The one Albert is saying he gets replies from is > > From:John Doe > To: rt > Cc: myboss,hisboss,cio,cao,cfo,grandma,grandpa,thedogdownthestreet > Subject: My computer is broken > > > myboss hits "reply-all" on this email... this creates a new ticket in RT. > There is no way for RT to know that the email from John Doe, and the follow > email from myboss are actually all in 1 ticket. > > Now... think down the road, say myboss's reply-all is to hisboss, and > hisboss hits reply-all to myboss and asks the cio,cao, AND cfo a question > each... and they reply-all to that email. > > All this communication is being sent to rt, as emails without any > [rt#number] in the subject... and each email creates a new duplicate ticket > that all needs to be merged in the end... > > My above example will create 7 tickets... each with?1 correspondence > transaction?that should all be in 1 ticket.... a nightmare to manage... > > The only thing my brain can think of besides education of the users... > repeatedly(and that still doesn't work that well), would be to have some > sort of scrip that looks at subject lines and original recipent lists and > does an auto-merge... that would be one crazy scrip and if anyone writes > a?working one let me know! > > Sorry I couldn't be of any help Albert... > > Mike. > > On Mon, May 16, 2011 at 12:27 PM, Kenneth Crocker wrote: >> >> Albert, >> >> We put instructions in our template that says to NOT use "Reply All" >> because RT will take care of all other correspondence. >> >> Another way would be to make sure the ticket number is in the subject >> line. If there is a reference to the ticket number in the subject line [ie. >> Subject: Request Titled: "{$Ticket->Subject}" has been created], then RT >> puts the correspondence with that ticket and doesn't create a new one. If RT >> doesn't have a ticket number to refer to, it creates a new one. So ..... if >> they hit "Reply All" and there is a reference to the ticket number >> (url+ticket) in the subject line, RT will NOT create a new ticket. >> >> Hope this helps. >> >> Kenn >> LBNL >> >> On Mon, May 16, 2011 at 2:46 AM, Albert Shih wrote: >>> >>> Hi all. >>> >>> I would like to known how you manage your ticket when some user send a >>> message to >>> >>> ? ? ? ?our-rt-alias >>> >>> and put in >>> >>> ? ? ? ?cc: lot of users. >>> >>> so when the ?lot of users? answer the first mail (not the second one) rt >>> create lots of tickets (each answer). >>> >>> 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 16 mai 2011 11:45:39 CEST >> > > > > -- > 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 > -- Best regards, Ruslan. From falcone at bestpractical.com Tue May 17 17:34:33 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 17 May 2011 17:34:33 -0400 Subject: [rt-users] Date Custom Field in RT 4 In-Reply-To: References: Message-ID: <20110517213433.GI1000@jibsheet.com> On Tue, May 17, 2011 at 02:02:58PM -0700, Kenneth Crocker wrote: > That's odd. I use Emmanuel Lacour's code for 3.8 and I don't have this problem. My users can Kenn, the 3.8 date custom field patch and the 4.0 datetime custom field types have very little in common. In fact, there really isn't an upgrade path between the two due to the various bugs in the patch and general improvements in Custom Fields in 4.0 -kevin > enter "2011/11/25" or "20/22/2011" or pick a date from the Calendar pop-up and it is always > interpreted correctly into our preferenced format of yyyy-mm-dd. DId you set a default date > format preference in your configurations? Ours drops the time element (since we really don't > care what time something was done). > > Kenn > LBNL > > On Tue, May 17, 2011 at 1:42 PM, Wayne Thursby <[1]wayne.thursby at hcmeinc.com> wrote: > > The date custom field is a welcomed addition, and opens up a lot of possibilities. > Everything works great, but I've noticed one assumption it makes that is, at least in my > case, an incorrect one. > > Instead of selecting dates from calendars, my users type in dates manually. I am in America, > so this follows the (admittedly silly) format of "MM/DD/YY" > > If the users manually type in a date such as the 25th of August, 2010 as "8/25/10", the date > is correctly interpreted by the custom field. > > However, when a more ambiguous date is entered, such as the 9th of August, 2010, the date is > incorrectly parsed as being in the international (and more rational) format of "DD/MM/YY". > This turns the user's intended input, "8/9/10" into meaning the 8th of September, 2010. > > Computers are typically easier to configure than users. Is the default format for date > CustomFields configurable? If not, should I file a feature request? > Wayne Thursby > System Administrator > Healthcare Management Enterprises, Inc. > > References > > Visible links > 1. mailto:wayne.thursby at hcmeinc.com -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kfcrocker at lbl.gov Tue May 17 19:19:31 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 17 May 2011 16:19:31 -0700 Subject: [rt-users] Date Custom Field in RT 4 In-Reply-To: <20110517213433.GI1000@jibsheet.com> References: <20110517213433.GI1000@jibsheet.com> Message-ID: Kevin, Well, I guess that means I'll have a lot of DB work to do to preserve the CF Dates when we upgrade to 4.0. ;-). Kenn LBNL On Tue, May 17, 2011 at 2:34 PM, Kevin Falcone wrote: > On Tue, May 17, 2011 at 02:02:58PM -0700, Kenneth Crocker wrote: > > That's odd. I use Emmanuel Lacour's code for 3.8 and I don't have this > problem. My users can > > Kenn, the 3.8 date custom field patch and the 4.0 datetime custom > field types have very little in common. > > In fact, there really isn't an upgrade path between the two due to the > various bugs in the patch and general improvements in Custom Fields in > 4.0 > > -kevin > > > enter "2011/11/25" or "20/22/2011" or pick a date from the Calendar > pop-up and it is always > > interpreted correctly into our preferenced format of yyyy-mm-dd. DId > you set a default date > > format preference in your configurations? Ours drops the time element > (since we really don't > > care what time something was done). > > > > Kenn > > LBNL > > > > On Tue, May 17, 2011 at 1:42 PM, Wayne Thursby <[1] > wayne.thursby at hcmeinc.com> wrote: > > > > The date custom field is a welcomed addition, and opens up a lot of > possibilities. > > Everything works great, but I've noticed one assumption it makes > that is, at least in my > > case, an incorrect one. > > > > Instead of selecting dates from calendars, my users type in dates > manually. I am in America, > > so this follows the (admittedly silly) format of "MM/DD/YY" > > > > If the users manually type in a date such as the 25th of August, > 2010 as "8/25/10", the date > > is correctly interpreted by the custom field. > > > > However, when a more ambiguous date is entered, such as the 9th of > August, 2010, the date is > > incorrectly parsed as being in the international (and more rational) > format of "DD/MM/YY". > > This turns the user's intended input, "8/9/10" into meaning the 8th > of September, 2010. > > > > Computers are typically easier to configure than users. Is the > default format for date > > CustomFields configurable? If not, should I file a feature request? > > Wayne Thursby > > System Administrator > > Healthcare Management Enterprises, Inc. > > > > References > > > > Visible links > > 1. mailto:wayne.thursby at hcmeinc.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue May 17 21:50:59 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 17 May 2011 21:50:59 -0400 Subject: [rt-users] Changing Owner, AdminCC and CC labels In-Reply-To: <0e2782a407ae8e46e13f5f91810bd815.squirrel@mail.seiner.com> References: <0e2782a407ae8e46e13f5f91810bd815.squirrel@mail.seiner.com> Message-ID: <4DD32603.5010606@bestpractical.com> On 05/17/2011 04:17 PM, Yan Seiner wrote: > Is it possible to change the Owner, AdminCC and CC labels? The roles > really correspond to Team Leader, Team Member, and Secondary Requestor the > way we're structured and it would make life a bit simpler if we could > actually see those labels. You can do this very simply by creating a custom local/po/en.po translation file that "translates" Owner, AdminCc, and Cc into the appropriate phrases. If you use your RT in a different language, you'll need to change the language code from 'en' appropriately. I believe there is an example of how to do this on the wiki. Thomas From ami at portaone.com Wed May 18 01:44:07 2011 From: ami at portaone.com (Igor Mel) Date: Wed, 18 May 2011 08:44:07 +0300 Subject: [rt-users] Query Builder - query format Message-ID: <4DD35CA7.6000403@portaone.com> Hi, mysql supports queries like "... where fieldA = fieldB;" and I need (for instance) saved search like "Creator = Owner" but RT's Query Builder seems to doesn't support this format, is there any way to get around this? Thanks -- Yours sincerely, Igor Mel From ruz at bestpractical.com Wed May 18 06:16:40 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 18 May 2011 14:16:40 +0400 Subject: [rt-users] Query Builder - query format In-Reply-To: <4DD35CA7.6000403@portaone.com> References: <4DD35CA7.6000403@portaone.com> Message-ID: Hello Igor, It's not possible in TicketSQL. In code you can build such query and for example create a portlet. On Wed, May 18, 2011 at 9:44 AM, Igor Mel wrote: > > Hi, > mysql supports queries like "... where fieldA = fieldB;" and I need (for > instance) saved search like ?"Creator = Owner" > but RT's Query Builder seems to doesn't support this format, is there any > way to get around this? > Thanks > > -- > Yours sincerely, > > Igor Mel -- Best regards, Ruslan. From aseim.safaya at zf-uk.com Wed May 18 09:11:26 2011 From: aseim.safaya at zf-uk.com (aseim99) Date: Wed, 18 May 2011 06:11:26 -0700 (PDT) Subject: [rt-users] Old RT and New RT ? In-Reply-To: References: <31558446.post@talk.nabble.com> <31594199.post@talk.nabble.com> Message-ID: <31646721.post@talk.nabble.com> Ok folks , this is what i have done . In rt-mailgate under /etc/smrsh/ i have created a sub: sub get_id { my $key1; my $value1; while ( my ($key1, $value1) = each(%message) ) { open (FILE, $value1) or die "Could not open "; my @array = ; my $element = 'subject'; if(my @found = grep(/\b$element\b/i, at array)) { my $output = join(",", @found); $output =~s/,*$//; my $start = index($output,"#"); if($start > -1) { my $end = index($output,"]",$start); if($end > -1) { my $myticket = substr($output,$start +1 ,$end-$start-1); return($myticket); } return (-1); } } } } Then in the code , after *read message from stdin * my $tickNo = get_id(); if($tickNo == -1){ print STDERR "New Ticket \n"; } elsif ($tickNo >10000){ print STDERR "Send To new System \n"; } else{ $destUrl = $opts{'otherurl'}; print STDERR "Send To Old System \n"; } print STDERR "$tickNo \n"; BUT the problem here is the way i managed to get the ticketnumber extracted from %message. This %message in rt is used first as my %message = write_down_message(); does it mean this is a global hash variable ? which to my understanding is not good practice i.e global variables should not be used. Is there a way that i can extract ticket number from the write_message_down() function rather than using a global variable ? hope that makes sense . cheers Steve Anderson-5 wrote: > > Bah! I missed an s. As I said, I've not tested it ;) > > my $full_url="http://NewRTInstance/REST/1.0/NoAuth/mail-gateway"; > foreach my $line (split(/\n/,$opts{'headers'})) > { > if ($line ~= /^\tsubject:/i) > { > if($line ~=/\[tag #\d{1,4}\]/i) > { > $full_url=" http://OldRTInstance/REST/1.0/NoAuth/mail-gateway"; > } > } > } > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of aseim99 > Sent: 11 May 2011 14:26 > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Old RT and New RT ? > > > Hello mate, thanks for that code. > I am getting this following error. > > Global symbol "%opt" requires explicit package name at ./rt-mailgate line > 152. > syntax error at ./rt-mailgate line 154, near "$line ~" > Execution of ./rt-mailgate aborted due to compilation errors. > > > > > aseim99 wrote: >> >> Hello we have an old RT , i think its 3.6 . Now we are planing on >> deploying new one i.e 3.8. >> My question is that we will like old tickets to still go to old rt system >> and any tickets above 10,000 id number will go to new system. So in >> essence the mail gateway or something else ? will forward tickets having >> id number less that 10,000 to the old rt and anything above that will go >> to new rt with new queues on new rt. Then after some time we will disable >> the old system and only new one will be there , this is to avoid any >> downtime. >> RT is a brilliant system and we are looking to use it more , but this >> needs to be possible or my manager wont go ahead with the new system. >> Any suggestions and helps much appreciated. >> Cheers >> > > -- > View this message in context: > http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31594199.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > ______________________________________________ > This email has been scanned by Netintelligence > http://www.netintelligence.com/email > > > BiP Solutions Limited is a company registered in Scotland with Company > Number SC086146 and VAT number 383030966 and having its registered > office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. > > **************************************************************************** > This e-mail (and any attachment) is intended only for the attention of > the addressee(s). Its unauthorised use, disclosure, storage or copying > is not permitted. If you are not the intended recipient, please destroy > all copies and inform the sender by return e-mail. > This e-mail (whether you are the sender or the recipient) may be > monitored, recorded and retained by BiP Solutions Ltd. > E-mail monitoring/ blocking software may be used, and e-mail content may > be read at any time.You have a responsibility to ensure laws are not > broken when composing or forwarding e-mails and their contents. > **************************************************************************** > > -- View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31646721.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From wayne.thursby at hcmeinc.com Wed May 18 09:15:56 2011 From: wayne.thursby at hcmeinc.com (Wayne Thursby) Date: Wed, 18 May 2011 09:15:56 -0400 Subject: [rt-users] Date Custom Field in RT 4 In-Reply-To: References: <20110517213433.GI1000@jibsheet.com> Message-ID: Kenn, I'm not sure how the 3.8 custom patch stores its information, but all RT 4 requires is a string in the "Content" field of ObjectCustomFieldValues of the form "YYYY-MM-DD". I wrote a quick script to convert our user input of "MM/DD/YY" to the other format, and simply changed the custom field type to Date, and everything worked as expected. As long as the custom patch used a consistent format and stored its values the same way as other custom fields, conversion should be straightforward. Wayne Thursby System Administrator Healthcare Management Enterprises, Inc. (p.s. sorry for off-list reply) On Tue, May 17, 2011 at 7:19 PM, Kenneth Crocker wrote: > Kevin, > > Well, I guess that means I'll have a lot of DB work to do to preserve the > CF Dates when we upgrade to 4.0. > ;-). > > Kenn > LBNL > > > On Tue, May 17, 2011 at 2:34 PM, Kevin Falcone wrote: > >> On Tue, May 17, 2011 at 02:02:58PM -0700, Kenneth Crocker wrote: >> > That's odd. I use Emmanuel Lacour's code for 3.8 and I don't have >> this problem. My users can >> >> Kenn, the 3.8 date custom field patch and the 4.0 datetime custom >> field types have very little in common. >> >> In fact, there really isn't an upgrade path between the two due to the >> various bugs in the patch and general improvements in Custom Fields in >> 4.0 >> >> -kevin >> >> > enter "2011/11/25" or "20/22/2011" or pick a date from the Calendar >> pop-up and it is always >> > interpreted correctly into our preferenced format of yyyy-mm-dd. DId >> you set a default date >> > format preference in your configurations? Ours drops the time element >> (since we really don't >> > care what time something was done). >> > >> > Kenn >> > LBNL >> > >> > On Tue, May 17, 2011 at 1:42 PM, Wayne Thursby <[1] >> wayne.thursby at hcmeinc.com> wrote: >> > >> > The date custom field is a welcomed addition, and opens up a lot of >> possibilities. >> > Everything works great, but I've noticed one assumption it makes >> that is, at least in my >> > case, an incorrect one. >> > >> > Instead of selecting dates from calendars, my users type in dates >> manually. I am in America, >> > so this follows the (admittedly silly) format of "MM/DD/YY" >> > >> > If the users manually type in a date such as the 25th of August, >> 2010 as "8/25/10", the date >> > is correctly interpreted by the custom field. >> > >> > However, when a more ambiguous date is entered, such as the 9th of >> August, 2010, the date is >> > incorrectly parsed as being in the international (and more >> rational) format of "DD/MM/YY". >> > This turns the user's intended input, "8/9/10" into meaning the 8th >> of September, 2010. >> > >> > Computers are typically easier to configure than users. Is the >> default format for date >> > CustomFields configurable? If not, should I file a feature request? >> > Wayne Thursby >> > System Administrator >> > Healthcare Management Enterprises, Inc. >> > >> > References >> > >> > Visible links >> > 1. mailto:wayne.thursby at hcmeinc.com >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From wayne.thursby at hcmeinc.com Wed May 18 09:17:34 2011 From: wayne.thursby at hcmeinc.com (Wayne Thursby) Date: Wed, 18 May 2011 09:17:34 -0400 Subject: [rt-users] Date Custom Field in RT 4 In-Reply-To: References: Message-ID: Thanks for the quick reply Ruslan. That was exactly what I was looking for. When looking through RT_Config.pm I read the Date configuration part as only dealing with display, but now I see the note "Used only for parsing, not for displaying dates." So, the correct setting for the usual American date format is: Set($DateDayBeforeMonth, 0); This has the desired effect of interpreting "8/9/10" as August 9th. Wayne Thursby System Administrator Healthcare Management Enterprises, Inc. (p.s. sorry for off-list reply) On Tue, May 17, 2011 at 5:10 PM, Ruslan Zakirov wrote: > Hello Wayne, > > Check DateDayBeforeMonth config option in the config. If it doesn't > help then file a bug report. > > On Wed, May 18, 2011 at 12:42 AM, Wayne Thursby > wrote: > > > > The date custom field is a welcomed addition, and opens up a lot of > > possibilities. Everything works great, but I've noticed one assumption it > > makes that is, at least in my case, an incorrect one. > > > > Instead of selecting dates from calendars, my users type in dates > manually. > > I am in America, so this follows the (admittedly silly) format of > "MM/DD/YY" > > > > If the users manually type in a date such as the 25th of August, 2010 as > > "8/25/10", the date is correctly interpreted by the custom field. > > > > However, when a more ambiguous date is entered, such as the 9th of > August, > > 2010, the date is incorrectly parsed as being in the international (and > more > > rational) format of "DD/MM/YY". This turns the user's intended input, > > "8/9/10" into meaning the 8th of September, 2010. > > > > Computers are typically easier to configure than users. Is the default > > format for date CustomFields configurable? If not, should I file a > feature > > request? > > > > Wayne Thursby > > System Administrator > > Healthcare Management Enterprises, Inc. > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From hiro24 at gmail.com Wed May 18 10:21:22 2011 From: hiro24 at gmail.com (Chris Hall) Date: Wed, 18 May 2011 10:21:22 -0400 Subject: [rt-users] rt & apache running slow Message-ID: Hello all, I'm not sure if was the case before the upgrade to 4.0.0 from 3.8.8, but I've noticed intermittent slowdown.. particularly on the front page. I have a suspect as to why this is the case, and I wanted to know if this could be backed up. The ppl who use rt here requested that "resolved" status be an active status, so it shows up as a column on the right for the queues, etc.. we're up to around 7000 tickets, and I'm wondering if the taking of inventory of all these tickets might be what's causing the slowdown. At times I can wait upwards for 20+ seconds while apache churns away at 99.9% CPU usage, waiting on the front page to generate. Could it be the result of all the tickets that rt is inventorying to display as active that is the cause of this? -------------- next part -------------- An HTML attachment was scrubbed... URL: From hiro24 at gmail.com Wed May 18 10:30:15 2011 From: hiro24 at gmail.com (Chris Hall) Date: Wed, 18 May 2011 10:30:15 -0400 Subject: [rt-users] rt & apache running slow In-Reply-To: References: Message-ID: ok... update... it only seems to do this when I'm going through a proxy server... odd. I can hit it without any trouble inside our network, and from the internet, but when it goes through my squid proxy, it wants to choke out. On Wed, May 18, 2011 at 10:21 AM, Chris Hall wrote: > Hello all, > > I'm not sure if was the case before the upgrade to 4.0.0 from 3.8.8, but > I've noticed intermittent slowdown.. particularly on the front page. I have > a suspect as to why this is the case, and I wanted to know if this could be > backed up. The ppl who use rt here requested that "resolved" status be an > active status, so it shows up as a column on the right for the queues, etc.. > we're up to around 7000 tickets, and I'm wondering if the taking of > inventory of all these tickets might be what's causing the slowdown. At > times I can wait upwards for 20+ seconds while apache churns away at 99.9% > CPU usage, waiting on the front page to generate. Could it be the result of > all the tickets that rt is inventorying to display as active that is the > cause of this? > -------------- next part -------------- An HTML attachment was scrubbed... URL: From aseim.safaya at zf-uk.com Wed May 18 11:06:40 2011 From: aseim.safaya at zf-uk.com (aseim99) Date: Wed, 18 May 2011 08:06:40 -0700 (PDT) Subject: [rt-users] Tickets for old rt ....how to handle them ? Message-ID: <31647742.post@talk.nabble.com> Hi, We will be running old rt and new rt side by side for 3 months . After that old rt will be shut . so if someone replys to an old email . they will receive a automatic reply that the ticket does not exist. How to create a new ticket in new rt which has a subject something like "zxc software #123". the ticket number 123 was in old rt database and the new rt will start from 1000 and there wont be any old tickets put in this new one . so ideally a new ticket in new system with a new id needs to be created when a customer replys to old rt ticket. hope that makes sense . please do not say that i should upgrade the old rt to new one because my manager wont be interested in this . any solutions much appreciated . cheers brothers. -- View this message in context: http://old.nabble.com/Tickets-for-old-rt-....how-to-handle-them---tp31647742p31647742.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jpwhite at hotmail.com Wed May 18 12:08:41 2011 From: jpwhite at hotmail.com (JP White) Date: Wed, 18 May 2011 12:08:41 -0400 Subject: [rt-users] Updating saved searches via API Message-ID: We are running RT version 3.8.9 on MySQL. I have a need to rename a bunch of queues (for several reasons) and have been asked to be update ALL saved searches and find/replace queue names. I haven't been able to find any good code examples on how this could be done. I have some code that will loop over each user, then loop over each saved search... but I'm stuck on how to replace queue names and save changes. Any ideas? -------------- next part -------------- An HTML attachment was scrubbed... URL: From yan at seiner.com Wed May 18 12:46:11 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 18 May 2011 09:46:11 -0700 (PDT) Subject: [rt-users] Changing Owner, AdminCC and CC labels In-Reply-To: <4DD32603.5010606@bestpractical.com> References: <0e2782a407ae8e46e13f5f91810bd815.squirrel@mail.seiner.com> <4DD32603.5010606@bestpractical.com> Message-ID: On Tue, May 17, 2011 6:50 pm, Thomas Sibley wrote: > On 05/17/2011 04:17 PM, Yan Seiner wrote: >> Is it possible to change the Owner, AdminCC and CC labels? The roles >> really correspond to Team Leader, Team Member, and Secondary Requestor >> the >> way we're structured and it would make life a bit simpler if we could >> actually see those labels. > > You can do this very simply by creating a custom local/po/en.po > translation file that "translates" Owner, AdminCc, and Cc into the > appropriate phrases. If you use your RT in a different language, you'll > need to change the language code from 'en' appropriately. > > I believe there is an example of how to do this on the wiki. This turned out to be the best solution by far. The en.po file is pretty sparse so use a different language to get all labels you want, grep out the stuff you want, change it and merge it into the english version. -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From yan at seiner.com Wed May 18 14:11:23 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 18 May 2011 11:11:23 -0700 (PDT) Subject: [rt-users] Linking to RT from MS Excel In-Reply-To: <7F63AD1F-F780-46B8-910D-1E248D55A89F@zitseng.com> References: <88306150c2ec4ae7cdde66e689aef1bc.squirrel@mail.seiner.com> <7F63AD1F-F780-46B8-910D-1E248D55A89F@zitseng.com> Message-ID: <61d927a287b3222b2d3a13ee3bfa8814.squirrel@mail.seiner.com> On Wed, May 4, 2011 4:53 pm, Lai Zit Seng wrote: > On May 5, 2011, at 7:10 AM, Yan Seiner wrote: > >> On Wed, May 4, 2011 3:48 pm, Yan Seiner wrote: >>> >>> I'm trying to set up a link from a MS Excel spreadsheet to an RT >>> ticket. >>> I've tried the "hyperlink" function and also a directl link; no matter >>> what I do RT only goes to the home page. >>> >>> Hyperlinking directly to a ticket seems to work otherwise. Is there >>> something particular about excel that makes it break? Does anyone know >>> where to look? >> >> Here's the apache logs of the exchange: > > > >> Anyone have any clue what's going on? >> >> It looks like a failed login, but the user is logged in on the machine, >> and RT opens up on the user's dashboard. > > I've encountered similar problems with other sort of websites if > hyperlinked from Office (not necessarily Excel, but also Word and > PowerPoint). It's very irritating. I understand the issue is that Office > programs will make an initial web request NOT using your favourite web > browser, where it does not have the correct login credentials (or cookies > of a pre-existing logged in session), and thus ends up with the wrong web > content. If that initial web request results in a HTTP 403 error > (forbidden), the Office program will just pop-up an error dialog without > even launching the browser (this happens on my Drupal website). OK, for posterity, here's the solution, provided by our very helpful IT department: This MSKB article http://support.microsoft.com/kb/899927 explains the nature of the problem and which makes reference to the registry fix described in this article http://support.microsoft.com/kb/218153. I can vouch for the fact that applying the fix does resolve the link problem. -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From hiro24 at gmail.com Wed May 18 14:31:49 2011 From: hiro24 at gmail.com (Chris Hall) Date: Wed, 18 May 2011 14:31:49 -0400 Subject: [rt-users] Please help - rt4 slow after upgrade Message-ID: Not sure where to start here, but trying to diagnose why after an upgrade from 3.8.8 to 4.0.0 things have slowed down tremendously. Doing even pedestrian tasks such as loading the home screen or opening the ticket search will about 30% of the time decide it wants to max out the cpu with the apache2 process for roughly 20 - 30 seconds. Sometimes, loading things happens almost instantaneously. Other times, there's this weird delay. Not sure where to start looking, are there any known issues that I might need to be aware of? -------------- next part -------------- An HTML attachment was scrubbed... URL: From gilbert at dido.ca Wed May 18 16:38:00 2011 From: gilbert at dido.ca (Gilbert Rebeiro) Date: Wed, 18 May 2011 16:38:00 -0400 Subject: [rt-users] RT 4 - install on Debian Squeeze Message-ID: <4DD42E28.9000607@dido.ca> Hi, Are there any instructions to install RT 4 on Debian Squeeze? Thanks, Gilbert. From trs at bestpractical.com Wed May 18 16:54:20 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 18 May 2011 16:54:20 -0400 Subject: [rt-users] RT 4 - install on Debian Squeeze In-Reply-To: <4DD42E28.9000607@dido.ca> References: <4DD42E28.9000607@dido.ca> Message-ID: <4DD431FC.7080304@bestpractical.com> On 05/18/2011 04:38 PM, Gilbert Rebeiro wrote: > Are there any instructions to install RT 4 on Debian Squeeze? There is not yet a Debian package for RT 4, but you can easily install from source using the README and docs/ included with the official tarball. Thomas From af at genevainformation.ch Wed May 18 17:08:59 2011 From: af at genevainformation.ch (Alexander Finger) Date: Wed, 18 May 2011 23:08:59 +0200 Subject: [rt-users] RT 4 - install on Debian Squeeze In-Reply-To: <4DD42E28.9000607@dido.ca> References: <4DD42E28.9000607@dido.ca> Message-ID: If you want to keep your install clean, try to install the necessary modules using apt-get instead of using fixdeps. rgds Alex On Wed, May 18, 2011 at 10:38 PM, Gilbert Rebeiro wrote: > Hi, > > Are there any instructions to install RT 4 on Debian Squeeze? > > Thanks, > > Gilbert. > -- Netzwerkmanagement mit OpenNMS: http://www.dpunkt.de/buecher/3194.html From gilbert at dido.ca Wed May 18 17:10:37 2011 From: gilbert at dido.ca (Gilbert Rebeiro) Date: Wed, 18 May 2011 17:10:37 -0400 Subject: [rt-users] RT 4 - install on Debian Squeeze In-Reply-To: References: <4DD42E28.9000607@dido.ca> Message-ID: <4DD435CD.7030703@dido.ca> Thanks Alex, That's what I would like to do, does anyone have a list of deps that are available under squeeze? Thanks, Gilbert. On 18/05/2011 5:08 PM, Alexander Finger wrote: > If you want to keep your install clean, try to install the necessary > modules using apt-get instead of using fixdeps. > rgds > Alex > > On Wed, May 18, 2011 at 10:38 PM, Gilbert Rebeiro wrote: >> Hi, >> >> Are there any instructions to install RT 4 on Debian Squeeze? >> >> Thanks, >> >> Gilbert. >> > > From change+lists.rt at nightwind.net Wed May 18 17:12:17 2011 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Wed, 18 May 2011 14:12:17 -0700 Subject: [rt-users] RT 4 - install on Debian Squeeze In-Reply-To: References: <4DD42E28.9000607@dido.ca> Message-ID: <1305753137.11668.1453459897@webmail.messagingengine.com> On Wed, 18 May 2011 23:08 +0200, "Alexander Finger" wrote: > If you want to keep your install clean, try to install the necessary > modules using apt-get instead of using fixdeps. For our RT install, I found some Perl packages were too old or missing from Debian repositories, so I built my own packages. Install dh-make-perl and devscripts, grab and unpack all the needed Perl module source archives, then: dh-make-perl Perlmodule-source/ cd Perlmodule-source debuild -us -uc Now you have a .deb package you can install. From ruz at bestpractical.com Wed May 18 18:46:34 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 19 May 2011 02:46:34 +0400 Subject: [rt-users] rt & apache running slow In-Reply-To: References: Message-ID: Hi, Then it's something about headers your proxy server adds to the request. On Wed, May 18, 2011 at 6:30 PM, Chris Hall wrote: > ok... update... it only seems to do this when I'm going through a proxy > server... odd. ?I can hit it without any trouble inside our network, and > from the internet, but when it goes through my squid proxy, it wants to > choke out. > > On Wed, May 18, 2011 at 10:21 AM, Chris Hall wrote: >> >> Hello all, >> I'm not sure if was the case before the upgrade to 4.0.0 from 3.8.8, but >> I've noticed?intermittent?slowdown.. particularly on the front page. ?I have >> a suspect as to why this is the case, and I wanted to know if this could be >> backed up. ?The ppl who use rt here requested that "resolved" status be an >> active status, so it shows up as a column on the right for the queues, etc.. >> we're up to around 7000 tickets, and I'm wondering if the taking of >> inventory of all these tickets might be what's causing the slowdown. ?At >> times I can wait upwards for 20+ seconds while apache churns away at 99.9% >> CPU usage, waiting on the front page to generate. ?Could it be the result of >> all the tickets that rt is inventorying to display as active that is the >> cause of this? > -- Best regards, Ruslan. From ruz at bestpractical.com Wed May 18 18:49:13 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 19 May 2011 02:49:13 +0400 Subject: [rt-users] Updating saved searches via API In-Reply-To: References: Message-ID: Hi, Saved searches are in Attributes table, so at the end you should get RT::Attribute object. Access ->Content, do regexps or something else to rename queues and use SetContent method for update. On Wed, May 18, 2011 at 8:08 PM, JP White wrote: > We are running RT version 3.8.9 on MySQL. I have a need to rename a bunch of > queues (for several reasons) and have been asked to be update ALL saved > searches and find/replace queue names. > I?haven't?been able to find any good code examples on how this could be > done. I have some code that will loop over each user, then loop over each > saved search... but I'm stuck on how to replace queue names and save > changes. > Any ideas? -- Best regards, Ruslan. From hiro24 at gmail.com Wed May 18 20:36:52 2011 From: hiro24 at gmail.com (Chris Hall) Date: Wed, 18 May 2011 20:36:52 -0400 Subject: [rt-users] Please help - rt4 slow after upgrade In-Reply-To: References: Message-ID: I actually saw something about that in a message to the mailing list, and already turned it off as well, as a precaution. After searching around some and trying out some tests, it seems the delay happens after the GET request to the apache server, and watching the logs, nothing appears in the log until about 20 seconds after the request to say the user asked for it.. so there's about 20 - 30 seconds of dead time from the GET to when the log shows a request was made. On a forum recommendation, I enabled slow mysql logging and noticed several entries in the log. Here is a sample: # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 3246 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 3204 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 2897 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 2885 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); # Time: 110518 19:51:37 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 1660 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); # Time: 110518 19:56:44 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 14 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-29fd7421a2e8981d99740258bbb9aea3', 3600); Dunno if they are of any help, but to me, it seems to indicate several SELECT queries that are running long for... whatever reason. Do these logs make sense to anybody? On Wed, May 18, 2011 at 6:33 PM, Jonah Hirsch wrote: > I was having this issue, same exact versions and problems with apache2. I > turned off mod_deflate and that helped a bit, but I'm still getting some > slowdowns, just not as much as before. > ----------------------- > Jonah Hirsch > > > > On Wed, May 18, 2011 at 11:31 AM, Chris Hall wrote: > >> Not sure where to start here, but trying to diagnose why after an upgrade >> from 3.8.8 to 4.0.0 things have slowed down tremendously. Doing even >> pedestrian tasks such as loading the home screen or opening the ticket >> search will about 30% of the time decide it wants to max out the cpu with >> the apache2 process for roughly 20 - 30 seconds. Sometimes, loading things >> happens almost instantaneously. Other times, there's this weird delay. Not >> sure where to start looking, are there any known issues that I might need to >> be aware of? > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at daork.net Wed May 18 22:16:45 2011 From: rt at daork.net (Nathan Ward) Date: Thu, 19 May 2011 14:16:45 +1200 Subject: [rt-users] Work with Google Apps? In-Reply-To: References: Message-ID: <04AB4FBA-4DC2-4B42-B337-CCAD1A0E529E@daork.net> On 13/05/2011, at 9:28 AM, Gavin Henry wrote: > Hi, > > Can this be done? My RT is configured to use my primary domain, ie. support at mydomain. It receives email at a subdomain - ie. support at rt.mydomain. My primary domain is hosted at Google Apps (for business, not the free one). My RT subdomain is hosted on my RT server, and delivers support at rt.mydomain mail to the rt-mailgate script, etc. I have an account configured in Google Apps for support at mydomain, and using the per-user mail routing I route this to support at rt.mydomain and set it as the recipient, and then not deliver this mail to the Google mailbox for this user. It seems to work well. I had previously had it set up with a group that anyone could post to called support at mydomain with support at rt.mydomain as the only member, but then one of my customers got blocked by (from memory) a Google Groups spam filter thing (their mail server got hacked at some point and blacklisted by something) and there was no way to bypass that. Per-user mail routing worked best, and really is the proper way to do it. An alternative is to use fetchmail to periodically pull RT mail from a POP account or something, this is fairly well documented elsewhere. -- Nathan Ward From fireskyer at gmx.de Thu May 19 02:54:37 2011 From: fireskyer at gmx.de (john s.) Date: Wed, 18 May 2011 23:54:37 -0700 (PDT) Subject: [rt-users] Import user rigths and tickets across systems Message-ID: <31653363.post@talk.nabble.com> Hello all, Is it possible to import a ticket or an user with rights across different systems? But the systems has identical Linux plattforms best regards john s. -- View this message in context: http://old.nabble.com/Import-user-rigths-and-tickets-across-systems-tp31653363p31653363.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Thu May 19 05:57:07 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 19 May 2011 02:57:07 -0700 (PDT) Subject: [rt-users] Difference between reply and comment Message-ID: <31654519.post@talk.nabble.com> Hello everybody One of my colleague ask me this and i have to admit from myself ... i don't know did anybody know where is the difference? best regards john s. -- View this message in context: http://old.nabble.com/Difference-between-reply-and-comment-tp31654519p31654519.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From gerard at eve-team.com Thu May 19 06:03:33 2011 From: gerard at eve-team.com (Gerard FENELON) Date: Thu, 19 May 2011 12:03:33 +0200 Subject: [rt-users] Difference between reply and comment In-Reply-To: <31654519.post@talk.nabble.com> References: <31654519.post@talk.nabble.com> Message-ID: <4DD4EAF5.9010309@eve-team.com> The answer is in the wiki Gerard On 2011-05-19 11:57, john s. wrote: > Hello everybody > > One of my colleague ask me this > and i have to admit from myself ... i don't know > did anybody know where is the difference? > > best regards john s. From G.Booth at lboro.ac.uk Thu May 19 06:03:34 2011 From: G.Booth at lboro.ac.uk (Garry Booth) Date: Thu, 19 May 2011 11:03:34 +0100 Subject: [rt-users] Difference between reply and comment In-Reply-To: <31654519.post@talk.nabble.com> References: <31654519.post@talk.nabble.com> Message-ID: On 19 May 2011, at 10:57, john s. wrote: > > Hello everybody > > > One of my colleague ask me this > > and i have to admit from myself ... i don't know > > > did anybody know where is the difference? > > > best regards john s. > Hi John I believe comment doesn't send an email to the requestor whereas reply does regards Garry -- Dr Garry Booth IT Services Loughborough University From gilbert at dido.ca Thu May 19 06:12:36 2011 From: gilbert at dido.ca (Gilbert Rebeiro) Date: Thu, 19 May 2011 06:12:36 -0400 Subject: [rt-users] RT 4 - install on Debian Squeeze In-Reply-To: References: <4DD42E28.9000607@dido.ca> <4DD435CD.7030703@dido.ca> Message-ID: <4DD4ED14.70701@dido.ca> Hi, I installed these modules using apt-get - thought it might be useful for someone else: libwww-perl libtext-template-perl libhtml-mason-perl libnet-cidr-perl libfcgi-perl libjson-perl libfcgi-procmanager-perl libdbix-searchbuilder-perl libemail-address-perl libhtml-scrubber-perl libtree-simple-perl libuniversal-require-perl libtime-modules-perl liblog-dispatch-perl libtext-wrapper-perl liblocale-maketext-fuzzy-perl liblocale-maketext-lexicon-perl libregexp-common-perl libfile-sharedir-perl libmodule-versions-report-perl libtext-password-pronounceable-perl libtext-quoted-perl libplack-perl libcss-squish-perl libmime-tools-perl libgnupg-interface-perl libterm-readkey-perl libconvert-color-perl libdata-ical-perl libdevel-globaldestruction-perl libhtml-rewriteattributes-perl libmime-types-perl libperlio-eol-perl libipc-run3-perl libapache-session-perl libtext-wikiformat-perl libdatetime-locale-perl libdatetime-perl libtemplate-plugin-xml-perl Then I used make fix-deps but I still can't install Plack::Handler::Starlet Any magic that I don't know about? Thanks, Gilbert On 18/05/2011 5:34 PM, Alexander Finger wrote: > I ran testdeps and added as they popped up. Tedious but works. > > On Wed, May 18, 2011 at 11:10 PM, Gilbert Rebeiro wrote: >> Thanks Alex, >> >> That's what I would like to do, does anyone have a list of deps that are >> available under squeeze? >> >> Thanks, >> Gilbert. >> >> On 18/05/2011 5:08 PM, Alexander Finger wrote: >>> If you want to keep your install clean, try to install the necessary >>> modules using apt-get instead of using fixdeps. >>> rgds >>> Alex >>> >>> On Wed, May 18, 2011 at 10:38 PM, Gilbert Rebeiro wrote: >>>> Hi, >>>> >>>> Are there any instructions to install RT 4 on Debian Squeeze? >>>> >>>> Thanks, >>>> >>>> Gilbert. >>>> >>> > > From odhiambo at gmail.com Thu May 19 06:47:06 2011 From: odhiambo at gmail.com (Odhiambo Washington) Date: Thu, 19 May 2011 13:47:06 +0300 Subject: [rt-users] RT 4 - install on Debian Squeeze In-Reply-To: <4DD435CD.7030703@dido.ca> References: <4DD42E28.9000607@dido.ca> <4DD435CD.7030703@dido.ca> Message-ID: On Thu, May 19, 2011 at 00:10, Gilbert Rebeiro wrote: > Thanks Alex, > > That's what I would like to do, does anyone have a list of deps that are > available under squeeze? > > You can grab the RT4 source, run configure, then do: make testdeps That will tell you the modules you require. -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ I can't hear you -- I'm using the scrambler. Please consider the environment before printing this email. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 652 bytes Desc: not available URL: From fireskyer at gmx.de Thu May 19 06:59:50 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 19 May 2011 03:59:50 -0700 (PDT) Subject: [rt-users] Difference between reply and comment In-Reply-To: References: <31654519.post@talk.nabble.com> Message-ID: <31654901.post@talk.nabble.com> thnx everybody best regards john s. -- View this message in context: http://old.nabble.com/Difference-between-reply-and-comment-tp31654519p31654901.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From hiro24 at gmail.com Thu May 19 10:33:00 2011 From: hiro24 at gmail.com (Chris Hall) Date: Thu, 19 May 2011 10:33:00 -0400 Subject: [rt-users] Please help - rt4 slow after upgrade In-Reply-To: References: Message-ID: Well, resolved the below a bit by adding to RT_SiteConfig.pm: Set($WebSessionClass, "Apache::Session::File"); However, CPU usage still peaks out on apache2 processes, although it appears to be not AS frequent. Anybody have any other suggestions on areas to look into? Some are saying the slowdown seems to occur most frequently when updating tickets. On Wed, May 18, 2011 at 8:36 PM, Chris Hall wrote: > I actually saw something about that in a message to the mailing list, and > already turned it off as well, as a precaution. After searching around > some and trying out some tests, it seems the delay happens after the GET > request to the apache server, and watching the logs, nothing appears in the > log until about 20 seconds after the request to say the user asked for it.. > so there's about 20 - 30 seconds of dead time from the GET to when the log > shows a request was made. On a forum recommendation, I enabled slow mysql > logging and noticed several entries in the log. Here is a sample: > > # User at Host: rt_user[rt_user] @ localhost [] > # Query_time: 3246 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); > # User at Host: rt_user[rt_user] @ localhost [] > # Query_time: 3204 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); > # User at Host: rt_user[rt_user] @ localhost [] > # Query_time: 2897 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); > # User at Host: rt_user[rt_user] @ localhost [] > # Query_time: 2885 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); > # Time: 110518 19:51:37 > # User at Host: rt_user[rt_user] @ localhost [] > # Query_time: 1660 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); > # Time: 110518 19:56:44 > # User at Host: rt_user[rt_user] @ localhost [] > # Query_time: 14 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > SELECT GET_LOCK('Apache-Session-29fd7421a2e8981d99740258bbb9aea3', 3600); > > > Dunno if they are of any help, but to me, it seems to indicate several > SELECT queries that are running long for... whatever reason. Do these logs > make sense to anybody? > > On Wed, May 18, 2011 at 6:33 PM, Jonah Hirsch wrote: > >> I was having this issue, same exact versions and problems with apache2. I >> turned off mod_deflate and that helped a bit, but I'm still getting some >> slowdowns, just not as much as before. >> ----------------------- >> Jonah Hirsch >> >> >> >> On Wed, May 18, 2011 at 11:31 AM, Chris Hall wrote: >> >>> Not sure where to start here, but trying to diagnose why after an upgrade >>> from 3.8.8 to 4.0.0 things have slowed down tremendously. Doing even >>> pedestrian tasks such as loading the home screen or opening the ticket >>> search will about 30% of the time decide it wants to max out the cpu with >>> the apache2 process for roughly 20 - 30 seconds. Sometimes, loading things >>> happens almost instantaneously. Other times, there's this weird delay. Not >>> sure where to start looking, are there any known issues that I might need to >>> be aware of? >> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu May 19 10:33:28 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 19 May 2011 18:33:28 +0400 Subject: [rt-users] Import user rigths and tickets across systems In-Reply-To: <31653363.post@talk.nabble.com> References: <31653363.post@talk.nabble.com> Message-ID: Hi, Importing a user is easy, plenty of scripts on the wiki. Importing a ticket is harder. Especially if you want to preserve dates, manipulate notifications and do other things "import" implies. On Thu, May 19, 2011 at 10:54 AM, john s. wrote: > > Hello all, > > Is it possible to import a ticket or an user with rights across different > systems? > > But the systems has identical Linux plattforms > > > best regards john s. > -- > View this message in context: http://old.nabble.com/Import-user-rigths-and-tickets-across-systems-tp31653363p31653363.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -- Best regards, Ruslan. From Sharon.Belliveau at frb.gov Thu May 19 11:08:33 2011 From: Sharon.Belliveau at frb.gov (sharonb) Date: Thu, 19 May 2011 08:08:33 -0700 (PDT) Subject: [rt-users] Difference between reply and comment In-Reply-To: <31654519.post@talk.nabble.com> References: <31654519.post@talk.nabble.com> Message-ID: <31655703.post@talk.nabble.com> The answer is indeed in the wiki. Reply is the same as Correspondence that goes to the Requestor, maybe the CC: on the ticket. Comments are generally for internal staff and may be sent to the AdminCC. -- View this message in context: http://old.nabble.com/Difference-between-reply-and-comment-tp31654519p31655703.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Daniel.Schwager at dtnet.de Thu May 19 15:36:41 2011 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Thu, 19 May 2011 21:36:41 +0200 Subject: [rt-users] Scrip condition, "On XxxxCustomFieldChanged" Message-ID: Hi, is there a change to get the custom field id by the CF name ? my $fieldId = $self->TransactionObj->getCustomFieldIdByName("CF-Summary"); I would like to replace the field number with the name to make the code more robust. -- ---- ### Trigger if custom value changed return undef unless ( $self->TransactionObj->Type =~ /CustomField/i ); # Field 29: "CF-Summary" # my $fieldId = $self->TransactionObj-> getCustomFieldIdByName ("CF-Summary"); my $fieldId = 29; return undef unless ( $self->TransactionObj->Field == $fieldId ); -- ---- Kind regards Danny From ruz at bestpractical.com Thu May 19 15:49:03 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 19 May 2011 23:49:03 +0400 Subject: [rt-users] Scrip condition, "On XxxxCustomFieldChanged" In-Reply-To: References: Message-ID: Hi, my $cf_obj = $self->TicketObj->LoadCustomFieldByIdentifier("Summary"); On Thu, May 19, 2011 at 11:36 PM, Daniel Schwager wrote: > Hi, > > is there a change to get the custom field id by the CF name ? > > ?my $fieldId = > $self->TransactionObj->getCustomFieldIdByName("CF-Summary"); > > I would like to replace the field number with the name > to make the code more robust. > > -- ---- > > ### Trigger if custom value changed > return undef unless ( $self->TransactionObj->Type =~ /CustomField/i ); > > # Field 29: "CF-Summary" > # my $fieldId = $self->TransactionObj-> getCustomFieldIdByName > ("CF-Summary"); > my $fieldId = 29; > return undef unless ( $self->TransactionObj->Field == $fieldId ); > > -- ---- > > Kind regards > Danny > > -- Best regards, Ruslan. From Daniel.Schwager at dtnet.de Thu May 19 15:55:56 2011 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Thu, 19 May 2011 21:55:56 +0200 Subject: [rt-users] Scrip condition, "On XxxxCustomFieldChanged" References: Message-ID: Hi Ruslan, > my $cf_obj = $self->TicketObj->LoadCustomFieldByIdentifier("Summary"); works perfectly - thanks very much !! best regards Danny From Avenger1 at atlas.sk Fri May 20 01:43:19 2011 From: Avenger1 at atlas.sk (Miroslav Horvath) Date: Thu, 19 May 2011 22:43:19 -0700 (PDT) Subject: [rt-users] Attachments in Resolution email Message-ID: <31661517.post@talk.nabble.com> Hello I want to ask for help. We are running RT version 3.8.4 and we have problem, that attachments are not sent out with "resolution" emails. They only work when you make Reply from the ticket. But in more cases we need this option, that when some support agent is closing ticket(RESOLVE), he needs to send with that email also some attachment, and here it doesnt work. Is there any kind of hint or fix ? Q2: Is this needs added in version 4.0 ? BR, Miroslav -- View this message in context: http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Fri May 20 02:31:49 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 19 May 2011 23:31:49 -0700 (PDT) Subject: [rt-users] Import user rigths and tickets across systems In-Reply-To: References: <31653363.post@talk.nabble.com> Message-ID: <31661705.post@talk.nabble.com> Hello Ruslan you said "importing a ticket is harder" but i can't imagine what i have to do where i have to start with... that i can import some tickets to the other machine .... maybe i guess it has something to do with the database .... but this just an assumption from myself best regards john s. -- View this message in context: http://old.nabble.com/Import-user-rigths-and-tickets-across-systems-tp31653363p31661705.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Fri May 20 04:29:53 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 20 May 2011 12:29:53 +0400 Subject: [rt-users] Attachments in Resolution email In-Reply-To: <31661517.post@talk.nabble.com> References: <31661517.post@talk.nabble.com> Message-ID: Hi, See the following in FAQ: The 'resolve' Transaction has no content http://requesttracker.wikia.com/wiki/FAQ May be you just need reply on resolve, not comment: http://requesttracker.wikia.com/wiki/ResolveSendsReply In the last case requestors recieve reply and everything attached to it. On Fri, May 20, 2011 at 9:43 AM, Miroslav Horvath wrote: > > Hello > > I want to ask for help. We are running RT version 3.8.4 and we have problem, > that attachments are not sent out with "resolution" emails. They only work > when you make Reply from the ticket. > > But in more cases we need this option, that when some support agent is > closing ticket(RESOLVE), he needs to send with that email also some > attachment, and here it doesnt work. Is there any kind of hint or fix ? > > Q2: Is this needs added in version 4.0 ? > > BR, Miroslav > -- > View this message in context: http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -- Best regards, Ruslan. From Ton.Hoogstraten at IngramMicro.nl Fri May 20 05:17:23 2011 From: Ton.Hoogstraten at IngramMicro.nl (Hoogstraten, Ton) Date: Fri, 20 May 2011 11:17:23 +0200 Subject: [rt-users] Link to existing attachment Message-ID: Hi, I want to try and prevent creating duplicate attachments in a workflow. Is it possible to link an existing attachment in the database to a different transaction from a new or other ticket without adding the same attachement again? For viewing it looks like a user requires showticket or showcomments permission for the ticket that has the attachment. My goal is having a Ticket that requires an action from a different team. A new (sub)ticket is created for that team. However the first ticket will hold a document that the second ticket should be able to read without having full access to the main ticket. Storing the attachment a second time would waiste diskspace. Not for a single attachment but for the workflow in the coming years. Any thoughts on how I can try to get this working without duplicating the attachment disk storage? A reference to the existing attachment in the new ticket could also work. Is this possible? Thanks! Kind regards, Ton Hoogstraten IS Analyst -------------- next part -------------- An HTML attachment was scrubbed... URL: From fabrizio at uab.edu Fri May 20 10:22:58 2011 From: fabrizio at uab.edu (Francis L Fabrizio) Date: Fri, 20 May 2011 09:22:58 -0500 Subject: [rt-users] Adding a "predefined search" field Message-ID: <6D0864AA18E9564285990CD7F849B4DE0C228C80@UABEXMBS6.ad.uab.edu> There's a particular search we do constantly against our custom field "PO Number". Since the custom field is only applied to certain queues, building the search is a two-step process of first adding the "Queue is XYZ" search term which then gives us visibility to add the PO Number search term. It's not uncommon to need to do 20 or 30 such searches in rapid succession. This gets tedious because you have to Edit Search, delete the old value, add the new value, and repeat 30 times. What I'd really like is a search field in the upper bar (separate from the existing one) which automatically does a "search queue XYZ for tickets with PO Number value of " search. That would avoid all of these tedious steps. What's the best way to go about adding such functionality to our RT 3.8 interface? -- Fran Fabrizio Director of Information Systems UAB College of Arts and Sciences http://www.uab.edu/cas/ HHB510E | 205.996.5698 | fabrizio at uab.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From raphael.mouneyres at sagemcom.com Fri May 20 10:42:32 2011 From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=) Date: Fri, 20 May 2011 16:42:32 +0200 Subject: [rt-users] RE Adding a "predefined search" field In-Reply-To: <6D0864AA18E9564285990CD7F849B4DE0C228C80@UABEXMBS6.ad.uab.edu> Message-ID: <23375_1305902555_4DD67DDB_23375_27_1_OFD8506A67.94B52367-ONC1257896.00503C5F-C1257896.0050CC74@sagemcom.com> hi, you could easily have an external page (or a modified portion of a RT page) with a prebuilt http adress corresponding to the query you want (or a saved search maybe?) here is an exemple of how a search looks like when you create it through the RT Query builder, look for the HERE_IS_YOUR_xxxx and put what you want in it. http://yourRTadress/Search/Edit.htm l?Format='%20%20%20%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23'%2C%0A'%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject'%2C%0A'__Status__'%2C%0A'__QueueName__'%2C%0A'__OwnerName__'%2C%0A'__Priority__'%2C%0A'__NEWLINE__'%2C%0A''%2C%0A'%3Csmall%3E__Requestors__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E'&Order=ASC%7CASC%7CASC%7CASC&OrderBy=Priority%7C%7C%7C&Page=1&Query=Queue%20%3D%20' HERE_IS_YOUR_QUEUE_NAME'%20AND%20'CF.%7BHERE_IS_THE_CUSTOM_FIELD_NAME %7D'%20LIKE%20'HERE_IS_YOUR_SEARCH_FIELD '&RowsPerPage=50&SavedChartSearchId=new&SavedSearchId= hope it helps Rapha??l Francis L Fabrizio Envoy?? par : rt-users-bounces at lists.bestpractical.com 20/05/2011 16:28 A "rt-users at lists.bestpractical.com" cc Objet [rt-users] Adding a "predefined search" field There???s a particular search we do constantly against our custom field ???PO Number???. Since the custom field is only applied to certain queues, building the search is a two-step process of first adding the ???Queue is XYZ??? search term which then gives us visibility to add the PO Number search term. It???s not uncommon to need to do 20 or 30 such searches in rapid succession. This gets tedious because you have to Edit Search, delete the old value, add the new value, and repeat 30 times. What I???d really like is a search field in the upper bar (separate from the existing one) which automatically does a ???search queue XYZ for tickets with PO Number value of ??? search. That would avoid all of these tedious steps. What???s the best way to go about adding such functionality to our RT 3.8 interface? -- Fran Fabrizio Director of Information Systems UAB College of Arts and Sciences http://www.uab.edu/cas/ HHB510E | 205.996.5698 | fabrizio at uab.edu # " 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 ruz at bestpractical.com Fri May 20 10:47:00 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 20 May 2011 18:47:00 +0400 Subject: [rt-users] Adding a "predefined search" field In-Reply-To: <6D0864AA18E9564285990CD7F849B4DE0C228C80@UABEXMBS6.ad.uab.edu> References: <6D0864AA18E9564285990CD7F849B4DE0C228C80@UABEXMBS6.ad.uab.edu> Message-ID: On Fri, May 20, 2011 at 6:22 PM, Francis L Fabrizio wrote: > There?s a particular search we do constantly against our custom field ?PO > Number?.? Since the custom field is only applied to certain queues, building > the search is a two-step process of first adding the ?Queue is XYZ? search > term which then gives us visibility to add the PO Number search term. > > > > It?s not uncommon to need to do 20 or 30 such searches in rapid succession. > This gets tedious because you have to Edit Search, delete the old value, add > the new value, and repeat 30 times. > > > > What I?d really like is a search field in the upper bar (separate from the > existing one) which automatically does a ?search queue XYZ for tickets with > PO Number value of ? search.? That would > avoid all of these tedious steps. > > > > What?s the best way to go about adding such functionality to our RT 3.8 > interface? One way: http://requesttracker.wikia.com/wiki/SearchCustomField This solution shows how to enable the following syntax in the search input box: cf.xxx:value You just should adjust it a little and your users can type: po:123 and perform the search. > -- > > Fran Fabrizio > > Director of Information Systems > > UAB College of Arts and Sciences > > http://www.uab.edu/cas/ > > HHB510E | 205.996.5698 | fabrizio at uab.edu > > -- Best regards, Ruslan. From trs at bestpractical.com Fri May 20 12:17:05 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 20 May 2011 12:17:05 -0400 Subject: [rt-users] Adding a "predefined search" field In-Reply-To: <6D0864AA18E9564285990CD7F849B4DE0C228C80@UABEXMBS6.ad.uab.edu> References: <6D0864AA18E9564285990CD7F849B4DE0C228C80@UABEXMBS6.ad.uab.edu> Message-ID: <4DD69401.9070006@bestpractical.com> You can also edit the query in the Advanced tab (it's fairly simple syntax) and that way you don't need so many clicks. Thomas From jtollerton at zoominternet.net Fri May 20 12:54:17 2011 From: jtollerton at zoominternet.net (Jon Tollerton) Date: Fri, 20 May 2011 12:54:17 -0400 Subject: [rt-users] dashboard my reminders error after upgrade to RT 4 Message-ID: <4DD69CB9.6050007@zoominternet.net> After upgrading to RT 4 from 3.8.10, I'm seeing several errors in the dashboard reminders section in the form "Couldn't find Ticket for reminder N. Please contact administrator." Oddly enough, it displays on all users' dashboards. This seems to only affect two or three really old entries as we really don't use the reminder functionality. It's certainly possible that some data was corrupted by my mucking about in the database or by using RT-Shredder incorrectly before it was merged into the mainline, but I'm not sure where to start looking. Thanks, -Jon -------------- next part -------------- An HTML attachment was scrubbed... URL: From gilbert at dido.ca Fri May 20 12:55:27 2011 From: gilbert at dido.ca (Gilbert Rebeiro) Date: Fri, 20 May 2011 12:55:27 -0400 Subject: [rt-users] RT4 - Article custom field with Rich Text Message-ID: <4DD69CFF.70302@dido.ca> Hi, I am just starting to use RT4 and would like to know if anyone has gotten Rich Text to work as a custom field in the articles. Perhaps there is another way. Thanks in advance, Gilbert. From fabrizio at uab.edu Fri May 20 13:36:41 2011 From: fabrizio at uab.edu (Francis L Fabrizio) Date: Fri, 20 May 2011 12:36:41 -0500 Subject: [rt-users] Adding a "predefined search" field In-Reply-To: References: <6D0864AA18E9564285990CD7F849B4DE0C228C80@UABEXMBS6.ad.uab.edu> Message-ID: <6D0864AA18E9564285990CD7F849B4DE0C228C8F@UABEXMBS6.ad.uab.edu> I just installed RTx::Tags to get the enhanced simple search custom field functionality without having to patch code. Thanks for the suggestion! Works great except RTx::Tags seems to have broken my layout in the upper right of the page. See the attached image - the New Ticket queue dropdown got moved under the Search button for some reason. (This is RT 3.8.8 / Firefox 3.6.17 / 64-bit Win7.) > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On > Behalf Of Ruslan Zakirov > Sent: Friday, May 20, 2011 9:47 AM > To: Francis L Fabrizio > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Adding a "predefined search" field > > On Fri, May 20, 2011 at 6:22 PM, Francis L Fabrizio wrote: > > There?s a particular search we do constantly against our custom field ?PO > > Number?.? Since the custom field is only applied to certain queues, building > > the search is a two-step process of first adding the ?Queue is XYZ? search > > term which then gives us visibility to add the PO Number search term. > > > > > > > > It?s not uncommon to need to do 20 or 30 such searches in rapid > succession. > > This gets tedious because you have to Edit Search, delete the old value, > add > > the new value, and repeat 30 times. > > > > > > > > What I?d really like is a search field in the upper bar (separate from the > > existing one) which automatically does a ?search queue XYZ for tickets with > > PO Number value of ? search.? That would > > avoid all of these tedious steps. > > > > > > > > What?s the best way to go about adding such functionality to our RT 3.8 > > interface? > > > One way: > http://requesttracker.wikia.com/wiki/SearchCustomField > > This solution shows how to enable the following syntax in the search input > box: > > cf.xxx:value > > You just should adjust it a little and your users can type: > > po:123 > > and perform the search. > > > -- > > > > Fran Fabrizio > > > > Director of Information Systems > > > > UAB College of Arts and Sciences > > > > http://www.uab.edu/cas/ > > > > HHB510E | 205.996.5698 | fabrizio at uab.edu > > > > > > > > -- > Best regards, Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: NewTicketDropdownBrokenLayout.png Type: image/png Size: 5337 bytes Desc: NewTicketDropdownBrokenLayout.png URL: From falcone at bestpractical.com Fri May 20 14:08:46 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 20 May 2011 14:08:46 -0400 Subject: [rt-users] Adding a "predefined search" field In-Reply-To: <6D0864AA18E9564285990CD7F849B4DE0C228C8F@UABEXMBS6.ad.uab.edu> References: <6D0864AA18E9564285990CD7F849B4DE0C228C80@UABEXMBS6.ad.uab.edu> <6D0864AA18E9564285990CD7F849B4DE0C228C8F@UABEXMBS6.ad.uab.edu> Message-ID: <20110520180846.GJ1000@jibsheet.com> On Fri, May 20, 2011 at 12:36:41PM -0500, Francis L Fabrizio wrote: > I just installed RTx::Tags to get the enhanced simple search custom field functionality without having to patch code. Thanks for the suggestion! > > Works great except RTx::Tags seems to have broken my layout in the upper right of the page. See the attached image - the New Ticket queue dropdown got moved under the Search button for some reason. (This is RT 3.8.8 / Firefox 3.6.17 / 64-bit Win7.) RTx-Tags is a 3rd party extension, so you may need to report the bug to the rt.cpan queue if the author doesn't reply on-list. https://rt.cpan.org/Public/Dist/Display.html?Queue=RTx-Tags -kevin > > -----Original Message----- > > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On > > Behalf Of Ruslan Zakirov > > Sent: Friday, May 20, 2011 9:47 AM > > To: Francis L Fabrizio > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Adding a "predefined search" field > > > > On Fri, May 20, 2011 at 6:22 PM, Francis L Fabrizio wrote: > > > There?s a particular search we do constantly against our custom field ?PO > > > Number?.? Since the custom field is only applied to certain queues, building > > > the search is a two-step process of first adding the ?Queue is XYZ? search > > > term which then gives us visibility to add the PO Number search term. > > > > > > > > > > > > It?s not uncommon to need to do 20 or 30 such searches in rapid > > succession. > > > This gets tedious because you have to Edit Search, delete the old value, > > add > > > the new value, and repeat 30 times. > > > > > > > > > > > > What I?d really like is a search field in the upper bar (separate from the > > > existing one) which automatically does a ?search queue XYZ for tickets with > > > PO Number value of ? search.? That would > > > avoid all of these tedious steps. > > > > > > > > > > > > What?s the best way to go about adding such functionality to our RT 3.8 > > > interface? > > > > > > One way: > > http://requesttracker.wikia.com/wiki/SearchCustomField > > > > This solution shows how to enable the following syntax in the search input > > box: > > > > cf.xxx:value > > > > You just should adjust it a little and your users can type: > > > > po:123 > > > > and perform the search. > > > > > -- > > > > > > Fran Fabrizio > > > > > > Director of Information Systems > > > > > > UAB College of Arts and Sciences > > > > > > http://www.uab.edu/cas/ > > > > > > HHB510E | 205.996.5698 | fabrizio at uab.edu > > > > > > > > > > > > > > -- > > Best regards, Ruslan. -------------- 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 Fri May 20 15:25:18 2011 From: yan at seiner.com (Yan Seiner) Date: Fri, 20 May 2011 12:25:18 -0700 (PDT) Subject: [rt-users] Rt and field crews In-Reply-To: References: Message-ID: <65148444bf9884972e8f95d3d73e82b2.squirrel@mail.seiner.com> Is there any way to do custom print.css based on the queue? I only need this one particular print form for one queue. On Tue, May 17, 2011 2:16 pm, Ruslan Zakirov wrote: > Hello Yan, > > RT uses print.css - style sheet that only used for printing. You can > change it adopt for your needs. Also, you can create a special print > view as combination of customized Display.html and custom style sheet. > > On Tue, May 17, 2011 at 10:40 PM, Yan Seiner wrote: >> We're using RT to manage work crews. ?We have crews that go out and work >> on various projects. ?We have a crew that specifically deals with small >> projects; these are small one day or less jobs. >> >> Dispatch gets a work order, typically by phone. ?She takes down the >> information, location, etc. on a pre-printed form, does some basic >> research on ownership, access, etc, and then sends the same form out >> with >> the crew to fix the issue. >> >> I've created the dispatch part of the form in RT. ?The bottom half of >> the >> form is blanks that gets filled out in the field by the crew foreman. >> >> I need to get RT to print the form so dispatch can put them in the crew >> work order pile. ?I've looked around and RT doesn't really seem to have >> any simple way to print tickets in a specific format. >> >> Any guidance on this? >> >> >> -- >> My daughter is racing a triathlon to raise money for her swim club. >> ?Want >> to help? >> >> http://akari.seiner.com >> >> >> > > > > -- > Best regards, Ruslan. > > !DSPAM:4dd2e76b277131901992046! > > -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From pofish at ucdavis.edu Fri May 20 15:42:31 2011 From: pofish at ucdavis.edu (Patrick Fish) Date: Fri, 20 May 2011 19:42:31 +0000 Subject: [rt-users] RT 4.0.0, PostgresQL and Fulltext search Message-ID: <873ED6C06F16FB488AD515751086ADAA27FA01BD@MAILBOX2.compmed.ucdavis.edu> Hi, I'm testing a new RT4 installation with Postgres to try FullText search. I got RT up and running, ran the rt-setup-fulltext-index utility, updated my RT_SiteConfig file but get errors when trying to run the indexer: root at rt2:/opt/rt4# sbin/rt-setup-fulltext-index --dba postgres --dba-password '' Enter name of a DB table that will be used to store Pg tsvector. Attachments table can be used. [Attachments]: Enter name of a column that will be used to store Pg tsvector [ContentIndex]: Configure your RT via site config: Set( %FullTextSearch, Enable => 1, Indexed => 1, Column => 'ContentIndex', Table => 'Attachments', ); Going to do the following change in the DB: ALTER TABLE Attachments ADD COLUMN ContentIndex tsvectorYou have choice between GiST or GIN index, the first is times slower to search, but it takes less place and faster to update. [GiST]: Going to do the following change in the DB: CREATE INDEX ContentIndex_idx ON Attachments USING gist(ContentIndex) root at rt2:/opt/rt4# root at rt2:/opt/rt4# sbin/rt-fulltext-indexer [Fri May 20 19:40:14 2011] [warning]: Use of uninitialized value $table in concatenation (.) or string at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder.pm line 1223. (/usr/local/share/perl/5.10.1/DBIx/SearchBuilder.pm:1223) [Fri May 20 19:40:14 2011] [warning]: Use of uninitialized value $args{"TABLE2"} in concatenation (.) or string at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 989. (/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm:989) [Fri May 20 19:40:14 2011] [warning]: DBD::Pg::st execute failed: ERROR: relation "_3" does not exist LINE 1: ...) AND ( Transactions_1.ObjectId = main.id ) JOIN _3 ON ( _... ^ at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm:509) Did I miss something? I read through the RT_Config file comments and the --help flag for all related binaries. Thanks, Patrick -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Fri May 20 16:03:24 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 20 May 2011 16:03:24 -0400 Subject: [rt-users] RT 4.0.0, PostgresQL and Fulltext search In-Reply-To: <873ED6C06F16FB488AD515751086ADAA27FA01BD@MAILBOX2.compmed.ucdavis.edu> References: <873ED6C06F16FB488AD515751086ADAA27FA01BD@MAILBOX2.compmed.ucdavis.edu> Message-ID: <1305921804.2969.29.camel@kohr-ah> On Fri, 2011-05-20 at 19:42 +0000, Patrick Fish wrote: > I'm testing a new RT4 installation with Postgres to try FullText > search. We've fixed these bugs and improved the documentation immeasurably on 4.0-trunk in git, which will be shortly branched for 4.0.1 release engineering. If you wanted to test that, and let us know any troubles you run into, that'd be appreciated. - Alex From dud at avalontel.com Fri May 20 16:38:48 2011 From: dud at avalontel.com (William F. Dudley Jr.) Date: Fri, 20 May 2011 16:38:48 -0400 Subject: [rt-users] lots of apache errors in new rt 4.0 install Message-ID: <4DD6D158.3010203@avalontel.com> Hi, Total rt newbie here. installed rt 4.0 on CentOS Linux box, with Apache2 and fastcgi (mod_fcgid, actually). It's mostly working, but I'm seeing a lot of errors in the apache logs, and I don't like them. [Fri May 20 14:25:05 2011] [warn] (104)Connection reset by peer: mod_fcgid: read data from fastcgi server error. [Fri May 20 14:25:05 2011] [error] [client 67.84.105.167] Premature end of script headers: bpslogo.png, referer: http://dev-rt.avalontel.com/Ticket/Display.html?id=3&results=ac40e8d551e1154c9342a8d71b365fda [Fri May 20 14:25:05 2011] [warn] (104)Connection reset by peer: mod_fcgid: read data from fastcgi server error. [Fri May 20 14:25:05 2011] [error] [client 67.84.105.167] Premature end of script headers: empty_star.gif, referer: http://dev-rt.avalontel.com/Ticket/Display.html?id=3&results=ac40e8d551e1154c9342a8d71b365fda [Fri May 20 14:25:05 2011] [debug] arch/unix/fcgid_proc_unix.c(525): (111)Connection refused: mod_fcgid: can't connect unix domain socket: /var/run/mod_fcgid/3443.368 I've checked the permissions on the tree /opt/rt4 and it's read by world all the way down. I had to chmod -R apache the whole tree so that things would work at all, the default root:root permissions weren't doing it. I have no idea why apache is pi--ing and moaning about bpslogo.png and empty_star.gif (and later on rollup-arrow.gif); the files are there, readable, etc. Can anybody help? uname -a Linux dev1.avalontel.com 2.6.18-194.8.1.el5 #1 SMP Thu Jul 1 19:07:06 EDT 2010 i686 i686 i386 GNU/Linux httpd -v Server version: Apache/2.2.3 Server built: May 4 2011 06:51:15 perl -v This is perl, v5.8.8 built for i386-linux-thread-multi mod_fcgid.i386 2.2-11.el5 I'm sure I'm forgetting something else. Thanks, -- Bill Dudley ext: 2010 phone: 732 719 8047 cell: 310 707 8245 yahoo: w_f_dudley skype: william.f.dudley From pofish at ucdavis.edu Fri May 20 16:56:17 2011 From: pofish at ucdavis.edu (Patrick Fish) Date: Fri, 20 May 2011 20:56:17 +0000 Subject: [rt-users] RT 4.0.0, PostgresQL and Fulltext search In-Reply-To: <1305921804.2969.29.camel@kohr-ah> References: <873ED6C06F16FB488AD515751086ADAA27FA01BD@MAILBOX2.compmed.ucdavis.edu> <1305921804.2969.29.camel@kohr-ah> Message-ID: <873ED6C06F16FB488AD515751086ADAA27FA0454@MAILBOX2.compmed.ucdavis.edu> Thanks Alex. I cloned 4.0-trunk and installed it over my 4.0.0 dev instance, giving me 4.0.0-421-g0d9f41e. I ran rt-fulltext-indexer with no errors and searched "fulltext:Veryuniquestringnotinanysubject" and got the ticket out of it. Looking forward to the 4.0.1 release. Patrick -----Original Message----- From: Alex Vandiver [mailto:alexmv at bestpractical.com] Sent: Friday, May 20, 2011 1:03 PM To: Patrick Fish Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT 4.0.0, PostgresQL and Fulltext search On Fri, 2011-05-20 at 19:42 +0000, Patrick Fish wrote: > I'm testing a new RT4 installation with Postgres to try FullText > search. We've fixed these bugs and improved the documentation immeasurably on 4.0-trunk in git, which will be shortly branched for 4.0.1 release engineering. If you wanted to test that, and let us know any troubles you run into, that'd be appreciated. - Alex From yan at seiner.com Fri May 20 17:53:47 2011 From: yan at seiner.com (Yan Seiner) Date: Fri, 20 May 2011 14:53:47 -0700 (PDT) Subject: [rt-users] Roles in history not being translated Message-ID: I created a new .po file to change the role names displayed for the various roles used in RT. This works really well in most cases. For example, I changed AdminCC to Team Member, which better describes our role. I built the .po file and now I have most of the labels changed to what I want. Except for the history. In the history, RT uses the original lables: AdminCC, CC, Requestor instead of "Team Member", "Stakeholder", and "Customer". While my knowledge of perl is miniscule, I did figure out that the problem is in one of the following areas: lib/RT/Record.pm:1717 lib/RT/Transaction_Overlay.pm:736 lib/RT/Transaction_Overlay.pm:779 as these are templates that RT then fills in with the role... Is there any way to correct this? -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From kirby at umbc.edu Fri May 20 18:41:47 2011 From: kirby at umbc.edu (Joe Kirby) Date: Fri, 20 May 2011 18:41:47 -0400 Subject: [rt-users] Trouble with User Custom Field Message-ID: <3D432466-F563-4B48-B181-0B5FAE8F6A72@umbc.edu> I am on 4.0 and trying to create a custom field that is tied to User. I create it, give it global rights but when I go into a user screen I see Custom Fields button but no custom fields I created do not show up. This is a dev instance so I went into our PRD 3.87 system and had the same issue. I thought I tried this in 3.82 and it worked fine so I am not sure if we messed something up when we left 3.82 or if I am doing something wrong. Any words of wisdom welcomed Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu From trs at bestpractical.com Fri May 20 22:16:13 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 20 May 2011 22:16:13 -0400 Subject: [rt-users] Rt and field crews In-Reply-To: <65148444bf9884972e8f95d3d73e82b2.squirrel@mail.seiner.com> References: <65148444bf9884972e8f95d3d73e82b2.squirrel@mail.seiner.com> Message-ID: <4DD7206D.8020405@bestpractical.com> On 05/20/2011 03:25 PM, Yan Seiner wrote: > Is there any way to do custom print.css based on the queue? I only need > this one particular print form for one queue. Not out of the box. You'd need to use a callback or two to add a class or ID to ticket pages in the one queue. Then you can select elements to style using that class in print.css. Thomas From highland at highlander-tech.com Sat May 21 11:04:28 2011 From: highland at highlander-tech.com (Highland) Date: Sat, 21 May 2011 11:04:28 -0400 Subject: [rt-users] RTIR, questions from potential user Message-ID: This Email is formatted in HTML. Your Email client appears to be incompatible. -------------- next part -------------- An HTML attachment was scrubbed... URL: From highland at highlander-tech.com Sat May 21 11:17:29 2011 From: highland at highlander-tech.com (Highland) Date: Sat, 21 May 2011 11:17:29 -0400 Subject: [rt-users] Quest - RTIR - autoemail PGP notifications Message-ID: <117035abdcd2bbebc32b5606d55f87da@www.gnc.net> This Email is formatted in HTML. Your Email client appears to be incompatible. -------------- next part -------------- An HTML attachment was scrubbed... URL: From velusip at gmail.com Sun May 22 07:50:15 2011 From: velusip at gmail.com (Justin Richard) Date: Sun, 22 May 2011 04:50:15 -0700 Subject: [rt-users] new install of rt 4.0.0 -- problem with cookies routine? Message-ID: Hello list, Problem: ------------- * I receive the following error (within html and body tags) when accessing my new rt installation: "Can't call method "as_string" on an undefined value at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 717." * Checking line 717: $ awk 'NR == 717' /opt/rt4/lib/RT/Interface/Web.pm $HTML::Mason::Commands::r->err_headers_out->{'Set-Cookie'} = $cookie->as_string; Seems odd to me, but not sure how to fix it. Software used: ------------------ * RT 4.0.0 * CPAN 1.9600 * PERL 5.12.3 * mod_perl/2.0.5 and psgi/plack * I may try something other than psgi/plack as it's completely new to me and mod_perl2 seems to use too much memory anyway. * Apache 2.2.17 RT_SiteConfig.pm: ----------------------- Set($WebPath, '/rt'); Set($LogToSyslog, 'debug'); Apache virtual host config: ------------------------------------- # /rt ###################################################################### Alias /rt /opt/rt4/share/html #Options FollowSymLinks Order allow,deny Allow from all Order allow,deny Allow from all AddDefaultCharset UTF-8 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"); -j From highland at highlander-tech.com Sun May 22 13:53:44 2011 From: highland at highlander-tech.com (Highland) Date: Sun, 22 May 2011 13:53:44 -0400 Subject: [rt-users] RTIR - general question Message-ID: Hello List, I'm looking into using RTIR, and I was wondering if anyone has come across a comparison between RTIR and other ticketing systems such as Remedy. (Hopefully this is coming through as plain text and not HTML). Thanks in advance. Brian Richardson Florida From ruz at bestpractical.com Sun May 22 14:11:19 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 22 May 2011 22:11:19 +0400 Subject: [rt-users] new install of rt 4.0.0 -- problem with cookies routine? In-Reply-To: References: Message-ID: Hi, Thanks for the report. Try change 350aa5538eb4fc0e43c99083b4255d0294edc4a2 [1]. Don't forget to stop/start server. [1] https://github.com/bestpractical/rt/commit/350aa5538eb4fc0e43c99083b4255d0294edc4a2 On Sun, May 22, 2011 at 3:50 PM, Justin Richard wrote: > Hello list, > > Problem: > ------------- > * I receive the following error (within html and body tags) when > accessing my new rt installation: > "Can't call method "as_string" on an undefined value at > /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 717." > > * Checking line 717: > $ awk 'NR == 717' /opt/rt4/lib/RT/Interface/Web.pm > ? ?$HTML::Mason::Commands::r->err_headers_out->{'Set-Cookie'} = > $cookie->as_string; > > Seems odd to me, but not sure how to fix it. > > > > Software used: > ------------------ > * RT 4.0.0 > * CPAN 1.9600 > * PERL 5.12.3 > * mod_perl/2.0.5 and psgi/plack > * I may try something other than psgi/plack as it's completely new to > me and mod_perl2 seems to use too much memory anyway. > * Apache 2.2.17 > > > RT_SiteConfig.pm: > ----------------------- > Set($WebPath, '/rt'); > Set($LogToSyslog, 'debug'); > > > Apache virtual host config: > ------------------------------------- > > ? ?# /rt ###################################################################### > ? ?Alias /rt /opt/rt4/share/html > ? ? > ? ? ? ?#Options FollowSymLinks > ? ? ? ?Order allow,deny > ? ? ? ?Allow from all > ? ? > > ? ? > ? ? ? ?Order allow,deny > ? ? ? ?Allow from all > > ? ? ? ?AddDefaultCharset UTF-8 > > ? ? ? ?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"); > ? ? > > > > -j > -- Best regards, Ruslan. From ruz at bestpractical.com Sun May 22 14:18:39 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 22 May 2011 22:18:39 +0400 Subject: [rt-users] Quest - RTIR - autoemail PGP notifications In-Reply-To: <117035abdcd2bbebc32b5606d55f87da@www.gnc.net> References: <117035abdcd2bbebc32b5606d55f87da@www.gnc.net> Message-ID: On Sat, May 21, 2011 at 7:17 PM, Highland wrote: > Hello, > > Reference my previous posting about investigating using RTIR, > here's another question. > > After a ticket has been created in RTIR, I would like to be able to automate > the process of populating a custom document (e.g, plain text, MS Word, PDF, > etc) with some of the ticket information, then automatically encrypt the > document and (also automatically) email it to a distribution list. You can start from notification scrips with custom template and just mail in plain text. NotifyGroup would help you to notify particular emails and/or groups. You can create custom scrip that generates an attachment and sends email. RT::Interface::Email has SendMail function that deals with it. You can for sure generate TXT files, PDFs and Office documents. You will need perl modules from CPAN to generate PDFs and docs, but sure it's doable. You can encrypt using RT's built in integration with GnuPG. > I'm assuming this can be achieved, but was curious whether anyone on the > list has done something like this and what level of effort and tools are > involved (e.g., Perl, some programming language, etc). RT has a lot of bricks you need. May be except generating pdfs and docs. > Thanks in advance. > > Brian Richardson > Florida -- Best regards, Ruslan. From ruz at bestpractical.com Sun May 22 14:35:33 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 22 May 2011 22:35:33 +0400 Subject: [rt-users] RTIR, questions from potential user In-Reply-To: References: Message-ID: On Sat, May 21, 2011 at 7:04 PM, Highland wrote: > Hello, > > I recently joined this list.? I'm considering using RTIR, and have a number > of questions.? Unless anyone on the list objects, I'll post one question at > a time in separate submissions. > > Here's my first question. > > Has anyone on this list either developed or discovered a solid comparison > between RTIR and other ticketing systems (Remedy for example)? RTIR is extension for RT, so you should look for comparision of RT with other ticketing systems. RTIR implements custom and quite specific workflow. Start from the following links: http://bestpractical.com/rt/praise.html http://en.wikipedia.org/wiki/Comparison_of_issue-tracking_systems http://www.gossamer-threads.com/lists/rt/users/26772 - the same question 7 years ago > Thanks in advance. > Brian Richardson > Florida -- Best regards, Ruslan. From ruz at bestpractical.com Sun May 22 14:39:51 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 22 May 2011 22:39:51 +0400 Subject: [rt-users] new install of rt 4.0.0 -- problem with cookies routine? In-Reply-To: References: Message-ID: Hi, Also, please, report back with results. We can not reproduce problem. Stack trace may help. On Sun, May 22, 2011 at 10:11 PM, Ruslan Zakirov wrote: > Hi, > > Thanks for the report. Try change > 350aa5538eb4fc0e43c99083b4255d0294edc4a2 [1]. Don't forget to > stop/start server. > > [1] https://github.com/bestpractical/rt/commit/350aa5538eb4fc0e43c99083b4255d0294edc4a2 > > > > On Sun, May 22, 2011 at 3:50 PM, Justin Richard wrote: >> Hello list, >> >> Problem: >> ------------- >> * I receive the following error (within html and body tags) when >> accessing my new rt installation: >> "Can't call method "as_string" on an undefined value at >> /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 717." >> >> * Checking line 717: >> $ awk 'NR == 717' /opt/rt4/lib/RT/Interface/Web.pm >> ? ?$HTML::Mason::Commands::r->err_headers_out->{'Set-Cookie'} = >> $cookie->as_string; >> >> Seems odd to me, but not sure how to fix it. >> >> >> >> Software used: >> ------------------ >> * RT 4.0.0 >> * CPAN 1.9600 >> * PERL 5.12.3 >> * mod_perl/2.0.5 and psgi/plack >> * I may try something other than psgi/plack as it's completely new to >> me and mod_perl2 seems to use too much memory anyway. >> * Apache 2.2.17 >> >> >> RT_SiteConfig.pm: >> ----------------------- >> Set($WebPath, '/rt'); >> Set($LogToSyslog, 'debug'); >> >> >> Apache virtual host config: >> ------------------------------------- >> >> ? ?# /rt ###################################################################### >> ? ?Alias /rt /opt/rt4/share/html >> ? ? >> ? ? ? ?#Options FollowSymLinks >> ? ? ? ?Order allow,deny >> ? ? ? ?Allow from all >> ? ? >> >> ? ? >> ? ? ? ?Order allow,deny >> ? ? ? ?Allow from all >> >> ? ? ? ?AddDefaultCharset UTF-8 >> >> ? ? ? ?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"); >> ? ? >> >> >> >> -j >> > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From ruz at bestpractical.com Sun May 22 14:47:33 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 22 May 2011 22:47:33 +0400 Subject: [rt-users] Trouble with User Custom Field In-Reply-To: <3D432466-F563-4B48-B181-0B5FAE8F6A72@umbc.edu> References: <3D432466-F563-4B48-B181-0B5FAE8F6A72@umbc.edu> Message-ID: Hi, Have you applied this custom field globally? When you create a custom field, it's not applied to any objects. On Sat, May 21, 2011 at 2:41 AM, Joe Kirby wrote: > I am on 4.0 and trying to create a custom field that is tied to User. > > I create it, give it global rights but when I go into a user screen I see > Custom Fields button but no custom fields I created do not show up. > > This is a dev instance so I went into our PRD 3.87 system and had the same > issue. I thought I tried this in 3.82 and it worked fine so I am not sure if > we messed something up when we left 3.82 or if I am doing something wrong. > > Any words of wisdom welcomed > > Thanks > > Joe > > > Joe Kirby , Assistant Vice President, Business Systems > Division of Information Technology (DoIT) > Support Response - http://www.umbc.edu/oit > Administration 627 > Office - 410-455-3020 > Email - kirby at umbc.edu > > > > -- Best regards, Ruslan. From ruz at bestpractical.com Sun May 22 15:08:03 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 22 May 2011 23:08:03 +0400 Subject: [rt-users] Roles in history not being translated In-Reply-To: References: Message-ID: Hi, Try change 405545df8c4e78b45af0352c8615eac8837282c0 [1]. https://github.com/bestpractical/rt/commit/405545df8c4e78b45af0352c8615eac8837282c0 On Sat, May 21, 2011 at 1:53 AM, Yan Seiner wrote: > I created a new .po file to change the role names displayed for the > various roles used in RT. ?This works really well in most cases. > > For example, I changed AdminCC to Team Member, which better describes our > role. > > I built the .po file and now I have most of the labels changed to what I > want. > > Except for the history. ?In the history, RT uses the original lables: > AdminCC, CC, Requestor instead of "Team Member", "Stakeholder", and > "Customer". > > While my knowledge of perl is miniscule, I did figure out that the problem > is in one of the following areas: > > lib/RT/Record.pm:1717 lib/RT/Transaction_Overlay.pm:736 > lib/RT/Transaction_Overlay.pm:779 > > as these are templates that RT then fills in with the role... ?Is there > any way to correct this? > > > -- > My daughter is racing a triathlon to raise money for her swim club. ?Want > to help? > > http://akari.seiner.com > > > -- Best regards, Ruslan. From kirby at umbc.edu Sun May 22 16:21:41 2011 From: kirby at umbc.edu (Joe Kirby) Date: Sun, 22 May 2011 16:21:41 -0400 Subject: [rt-users] Trouble with User Custom Field In-Reply-To: References: <3D432466-F563-4B48-B181-0B5FAE8F6A72@umbc.edu> Message-ID: <61249544-5E3B-44D7-A742-3EC5D38154FC@umbc.edu> Yes I did but now I granted to all objects via Applies to and it is working now Thank You joe On May 22, 2011, at 2:47 PM, Ruslan Zakirov wrote: > Hi, > > Have you applied this custom field globally? When you create a custom > field, it's not applied to any objects. > > On Sat, May 21, 2011 at 2:41 AM, Joe Kirby wrote: >> I am on 4.0 and trying to create a custom field that is tied to User. >> >> I create it, give it global rights but when I go into a user screen >> I see >> Custom Fields button but no custom fields I created do not show up. >> >> This is a dev instance so I went into our PRD 3.87 system and had >> the same >> issue. I thought I tried this in 3.82 and it worked fine so I am >> not sure if >> we messed something up when we left 3.82 or if I am doing something >> wrong. >> >> Any words of wisdom welcomed >> >> Thanks >> >> Joe >> >> >> Joe Kirby , Assistant Vice President, Business Systems >> Division of Information Technology (DoIT) >> Support Response - http://www.umbc.edu/oit >> Administration 627 >> Office - 410-455-3020 >> Email - kirby at umbc.edu >> >> >> >> > > > > -- > Best regards, Ruslan. Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu From velusip at gmail.com Sun May 22 17:21:56 2011 From: velusip at gmail.com (Justin Richard) Date: Sun, 22 May 2011 14:21:56 -0700 Subject: [rt-users] new install of rt 4.0.0 -- problem with cookies routine? In-Reply-To: References: Message-ID: > On Sun, May 22, 2011 at 10:11 PM, Ruslan Zakirov wrote: >> [1] https://github.com/bestpractical/rt/commit/350aa5538eb4fc0e43c99083b4255d0294edc4a2 Thank you! I matched that minor change, reloaded the psgi instance, no more cookie error. Now I see the login page at http://mydomain/rt/ Problem 2: ------------- When I try to click login (and submit my POST data) I get a blank response. I checked apache access and error logs and see the following relevant lines: httpd/error_log: ------------------ 192.168.1.1 - - [22/May/2011:14:10:52 -0700] "POST /rt/NoAuth/Login.html HTTP/1.1" 200 - httpd/access_log: -------------------- [Sun May 22 21:10:53 2011] [info]: Successful login for root from 192.168.1.1 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:644) ---- I'm sure more information would be helpful, but I'm not sure how to run a trace or enable additional logging. I will get back after more google searching... -j >>> >>> Software used: >>> ------------------ >>> * RT 4.0.0 >>> * CPAN 1.9600 >>> * PERL 5.12.3 >>> * mod_perl/2.0.5 and psgi/plack >>> * I may try something other than psgi/plack as it's completely new to >>> me and mod_perl2 seems to use too much memory anyway. >>> * Apache 2.2.17 >>> >>> >>> RT_SiteConfig.pm: >>> ----------------------- >>> Set($WebPath, '/rt'); >>> Set($LogToSyslog, 'debug'); >>> >>> >>> Apache virtual host config: >>> ------------------------------------- >>> >>> ? ?# /rt ###################################################################### >>> ? ?Alias /rt /opt/rt4/share/html >>> ? ? >>> ? ? ? ?#Options FollowSymLinks >>> ? ? ? ?Order allow,deny >>> ? ? ? ?Allow from all >>> ? ? >>> >>> ? ? >>> ? ? ? ?Order allow,deny >>> ? ? ? ?Allow from all >>> >>> ? ? ? ?AddDefaultCharset UTF-8 >>> >>> ? ? ? ?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"); >>> ? ? >>> >>> >>> >>> -j From geoffc at trinity.unimelb.edu.au Sun May 22 21:12:23 2011 From: geoffc at trinity.unimelb.edu.au (Geoff Crompton) Date: Mon, 23 May 2011 11:12:23 +1000 Subject: [rt-users] fixing attributes with a CLI script Message-ID: <4DD9B477.2090309@trinity.unimelb.edu.au> Hi, I'm trying to repair my searches on test RT installation that I've upgraded from rt3.6 to rt3.8. This problem is described on http://requesttracker.wikia.com/wiki/RepairSearches Rather than doing this manually, or just deleting all saved searches I'm trying to do this with a script. I've copied the /usr/sbin/rt-dump-database-3.8 as a starting point, and stripped out things I don't need from that script. According to my print statements the script is doing what I want, but the changes are not sticking to the database. I'm calling $attribute->SetAttribute() to update the attributes I want to change. Despite this after running the script the searches are still incorrect. I've been reading the RT::Record code, but I don't know what I'm doing wrong. I thought maybe I wasn't committing a transaction, but adding '$RT::Handle->BeginTransaction() and $RT::EndTransaction() didn't change things. Any tips on how to get these changes to make it to the database? -- +-Geoff Crompton +--Debian System Administrator +---Trinity College From geoffc at trinity.unimelb.edu.au Mon May 23 01:00:37 2011 From: geoffc at trinity.unimelb.edu.au (Geoff Crompton) Date: Mon, 23 May 2011 15:00:37 +1000 Subject: [rt-users] fixing attributes with a CLI script In-Reply-To: <4DD9B477.2090309@trinity.unimelb.edu.au> References: <4DD9B477.2090309@trinity.unimelb.edu.au> Message-ID: <4DD9E9F5.5060703@trinity.unimelb.edu.au> On 23/05/11 11:12, Geoff Crompton wrote: > Hi, > > I'm trying to repair my searches on test RT installation that I've > upgraded from rt3.6 to rt3.8. This problem is described on > http://requesttracker.wikia.com/wiki/RepairSearches > > Rather than doing this manually, or just deleting all saved searches I'm > trying to do this with a script. I've copied the > /usr/sbin/rt-dump-database-3.8 as a starting point, and stripped out > things I don't need from that script. > > According to my print statements the script is doing what I want, but > the changes are not sticking to the database. I'm calling > $attribute->SetAttribute() to update the attributes I want to change. > Despite this after running the script the searches are still incorrect. > > I've been reading the RT::Record code, but I don't know what I'm doing > wrong. I thought maybe I wasn't committing a transaction, but adding > '$RT::Handle->BeginTransaction() and $RT::EndTransaction() didn't change > things. > > Any tips on how to get these changes to make it to the database? > I've done some more debugging. When I call $attribute->SetAttribute() when I get down to DBIx::SearchBuilder::Record::__Set() the code returns 'That is already the current value'. It seems DBIx::SearchBuilder::Record::__Value() is returning the same string as the __Set() Value arg. I'm not a perl programmer, so I don't really know what I'm doing, or why the way I'm calling the API is breaking. Anyone got any pointers on where to look next? -- +-Geoff Crompton +--Debian System Administrator +---Trinity College From gerard at eve-team.com Mon May 23 06:45:33 2011 From: gerard at eve-team.com (Gerard FENELON) Date: Mon, 23 May 2011 12:45:33 +0200 Subject: [rt-users] Adding a "predefined search" field In-Reply-To: <6D0864AA18E9564285990CD7F849B4DE0C228C80@UABEXMBS6.ad.uab.edu> References: <6D0864AA18E9564285990CD7F849B4DE0C228C80@UABEXMBS6.ad.uab.edu> Message-ID: <4DDA3ACD.9030702@eve-team.com> Hi I use the "smart keywords" feature of firefox http://support.mozilla.com/en-US/kb/Smart%20keywordswhich allows me to type "rtcompany yoyodine" in the LOcation bar of firefox and returns me the result of a search on a Custom Field * Go to "Organize bookmarks" ("Show all bookmarks" in FF4) * In the right-button menu, click on "New bookmark" * In the dialog box, add the following o Name: Search RT Company o Location: https://rt/Search/Results.html?Order=ASC&OrderBy=id&Query=(Status%3D'new'OR%20Status%3D'open')AND%20'CF.%7BCompany%7D'%20LIKE%20'%s' o Keyword: rtcompany The important part is the '%s' at the end of the location. Firefox will replace it with what you type after the keyword. The location URL can be much complicated than the above. You can also add the Format (ie the Columns displayed). I usually build a search using the Search builder and copy/paste the URL. As far as I know, the "smart keywords" allows you only one variable (%s) Gerard On 2011-05-20 16:22, Francis L Fabrizio wrote: > > There?s a particular search we do constantly against our custom field > ?PO Number?. Since the custom field is only applied to certain queues, > building the search is a two-step process of first adding the ?Queue > is XYZ? search term which then gives us visibility to add the PO > Number search term. > > It?s not uncommon to need to do 20 or 30 such searches in rapid > succession. This gets tedious because you have to Edit Search, delete > the old value, add the new value, and repeat 30 times. > > What I?d really like is a search field in the upper bar (separate from > the existing one) which automatically does a ?search queue XYZ for > tickets with PO Number value of ? > search. That would avoid all of these tedious steps. > > What?s the best way to go about adding such functionality to our RT > 3.8 interface? > > -- > > Fran Fabrizio > > Director of Information Systems > > UAB College of Arts and Sciences > > http://www.uab.edu/cas/ > > HHB510E | 205.996.5698 | fabrizio at uab.edu > From hiro24 at gmail.com Mon May 23 09:09:08 2011 From: hiro24 at gmail.com (Chris Hall) Date: Mon, 23 May 2011 09:09:08 -0400 Subject: [rt-users] Please help - rt4 slow after upgrade In-Reply-To: References: Message-ID: Seems after watching a few days this is still an issue. It seems completely random.. some pages just... take awhile to load for some reason. 15 - 20 seconds, and then you can blast through a few pages instantly it seems... completely random. I've checked the logs, no errors or anything that stands out. Some of the pages that slow down don't access replying via email, so SMTP wouldn't be the issue. I examined again my slow query logs for mysql and yesterday got this: # Time: 110523 2:30:10 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 6 Lock_time: 0 Rows_sent: 70390 Rows_examined: 70390 use rt3; SELECT /*!40001 SQL_NO_CACHE */ * FROM `Attachments`; # Time: 110523 2:30:17 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 4 Lock_time: 0 Rows_sent: 125353 Rows_examined: 125353 SELECT /*!40001 SQL_NO_CACHE */ * FROM `Transactions`; # Time: 110523 2:30:20 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 3 Lock_time: 0 Rows_sent: 10343 Rows_examined: 10343 SELECT /*!40001 SQL_NO_CACHE */ * FROM `sessions`; However, that's only 3 entries.. it happens much more often than that. I'm thinking I'll see the CPU peg out maybe 5 - 8 times in a 5 min span, for about 10 - 15 seconds each time watching top. My only thought is there's some type of a miscommunication between apache and mysql, but I have no idea what. At this point, I'm open to any and all suggestions. Please, if anybody has any suggestions on where to look, I'd appreciate it. On Thu, May 19, 2011 at 10:33 AM, Chris Hall wrote: > Well, resolved the below a bit by adding to RT_SiteConfig.pm: > > Set($WebSessionClass, "Apache::Session::File"); > > However, CPU usage still peaks out on apache2 processes, although it > appears to be not AS frequent. Anybody have any other suggestions on areas > to look into? Some are saying the slowdown seems to occur most frequently > when updating tickets. > > > On Wed, May 18, 2011 at 8:36 PM, Chris Hall wrote: > >> I actually saw something about that in a message to the mailing list, and >> already turned it off as well, as a precaution. After searching around >> some and trying out some tests, it seems the delay happens after the GET >> request to the apache server, and watching the logs, nothing appears in the >> log until about 20 seconds after the request to say the user asked for it.. >> so there's about 20 - 30 seconds of dead time from the GET to when the log >> shows a request was made. On a forum recommendation, I enabled slow mysql >> logging and noticed several entries in the log. Here is a sample: >> >> # User at Host: rt_user[rt_user] @ localhost [] >> # Query_time: 3246 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 >> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); >> # User at Host: rt_user[rt_user] @ localhost [] >> # Query_time: 3204 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 >> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); >> # User at Host: rt_user[rt_user] @ localhost [] >> # Query_time: 2897 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 >> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); >> # User at Host: rt_user[rt_user] @ localhost [] >> # Query_time: 2885 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 >> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); >> # Time: 110518 19:51:37 >> # User at Host: rt_user[rt_user] @ localhost [] >> # Query_time: 1660 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 >> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); >> # Time: 110518 19:56:44 >> # User at Host: rt_user[rt_user] @ localhost [] >> # Query_time: 14 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 >> SELECT GET_LOCK('Apache-Session-29fd7421a2e8981d99740258bbb9aea3', 3600); >> >> >> Dunno if they are of any help, but to me, it seems to indicate several >> SELECT queries that are running long for... whatever reason. Do these logs >> make sense to anybody? >> >> On Wed, May 18, 2011 at 6:33 PM, Jonah Hirsch wrote: >> >>> I was having this issue, same exact versions and problems with apache2. I >>> turned off mod_deflate and that helped a bit, but I'm still getting some >>> slowdowns, just not as much as before. >>> ----------------------- >>> Jonah Hirsch >>> >>> >>> >>> On Wed, May 18, 2011 at 11:31 AM, Chris Hall wrote: >>> >>>> Not sure where to start here, but trying to diagnose why after an >>>> upgrade from 3.8.8 to 4.0.0 things have slowed down tremendously. Doing >>>> even pedestrian tasks such as loading the home screen or opening the ticket >>>> search will about 30% of the time decide it wants to max out the cpu with >>>> the apache2 process for roughly 20 - 30 seconds. Sometimes, loading things >>>> happens almost instantaneously. Other times, there's this weird delay. Not >>>> sure where to start looking, are there any known issues that I might need to >>>> be aware of? >>> >>> >>> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From linedancer at gmail.com Mon May 23 09:45:05 2011 From: linedancer at gmail.com (Gary Holmes) Date: Mon, 23 May 2011 14:45:05 +0100 Subject: [rt-users] Fulltext search in RT4 Message-ID: Hi all, Have upgraded to RT4 (from 3.8.4) and I have to say it went really well, so much so that the "beta" became the "final" in one hit. Well done all at Best Practical. Only thing that does not seem to work any more is searching for tickets by looking for words in the body of messages. In 3.8 we used "fulltext:word" to search. This returns nothing in RT4. Is there anything equivalent, or have I missed something? Also, any idea when documentation on the new lifecycle features will appear? This was the big draw for us with RT4. Thanks, Gary -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Mon May 23 09:54:09 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 23 May 2011 15:54:09 +0200 Subject: [rt-users] Fulltext search in RT4 In-Reply-To: References: Message-ID: <20110523135409.GA2782@easter-eggs.com> On Mon, May 23, 2011 at 02:45:05PM +0100, Gary Holmes wrote: > Hi all, > Have upgraded to RT4 (from 3.8.4) and I have to say it went really well, > so much so that the "beta" became the "final" in one hit. Well done all at > Best Practical. > Only thing that does not seem to work any more is searching for tickets by > looking for words in the body of messages. In 3.8 we used "fulltext:word" > to search. This returns nothing in RT4. Is there anything equivalent, or > have I missed something? > Also, any idea when documentation on the new lifecycle features will > appear? This was the big draw for us with RT4. All your questions are answered in the RT_Config.pm file ;) For FTS: =item C<%FullTextSearch> Full text search (FTS) without indexes is a very slow operation and by default is disabled at all. To enable FTS set key 'Enable' to 1. Setup of indexes and filling them with data requires additional steps that vary from DB to DB. Use F helper for quick start. This script creates required structures in the DB and gives some ideas on next steps. Use F to keep the index in sync. =cut [...] For LifeCycle: =head1 Lifecycles =head2 Lifecycle definitions Each lifecycle is a list of possible statuses split into three logic sets: B, B and B. Each status in a lifecycle must be unique. (Statuses may not be repeated across sets.) Each set may have any number of statuses. [...] From alexmv at bestpractical.com Mon May 23 10:11:29 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 23 May 2011 10:11:29 -0400 Subject: [rt-users] Fulltext search in RT4 In-Reply-To: References: Message-ID: <1306159889.9269.36.camel@kohr-ah> On Mon, 2011-05-23 at 14:45 +0100, Gary Holmes wrote: > Only thing that does not seem to work any more is searching for > tickets by looking for words in the body of messages. In 3.8 we used > "fulltext:word" to search. This returns nothing in RT4. Is there > anything equivalent, or have I missed something? As Emmanuel notes, you need to: Set( %FullTextSearch, Enable => 1 ); ...to enable the 3.8 unindexed FTS functionality. This became disabled by default in 4.0 because of the performance implications of the search on most large deployments. If you want indexed FTS, we suggest you wait for 4.0.1, as it contains a number of critical bugfixes and documentation updates in this codepath. - Alex From linedancer at gmail.com Mon May 23 11:05:17 2011 From: linedancer at gmail.com (Gary Holmes) Date: Mon, 23 May 2011 16:05:17 +0100 Subject: [rt-users] Fulltext search in RT4 In-Reply-To: <1306159889.9269.36.camel@kohr-ah> References: <1306159889.9269.36.camel@kohr-ah> Message-ID: Alex, Emmanuel: Thanks for the heads up. Is working again, will wait for 4.0.1 for the indexed version (we've about 2000 tickets so it isn't too painful right now without it). Regards, Gary On 23 May 2011 15:11, Alex Vandiver wrote: > On Mon, 2011-05-23 at 14:45 +0100, Gary Holmes wrote: > > Only thing that does not seem to work any more is searching for > > tickets by looking for words in the body of messages. In 3.8 we used > > "fulltext:word" to search. This returns nothing in RT4. Is there > > anything equivalent, or have I missed something? > > As Emmanuel notes, you need to: > > Set( %FullTextSearch, > Enable => 1 > ); > > ...to enable the 3.8 unindexed FTS functionality. This became disabled > by default in 4.0 because of the performance implications of the search > on most large deployments. If you want indexed FTS, we suggest you wait > for 4.0.1, as it contains a number of critical bugfixes and > documentation updates in this codepath. > - Alex > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From paulr at umbc.edu Mon May 23 11:33:34 2011 From: paulr at umbc.edu (Paul Riddle) Date: Mon, 23 May 2011 11:33:34 -0400 Subject: [rt-users] Error with ModifyUsers.html after upgrade from 3.8.7 to 4.0.0 Message-ID: <4DDA7E4E.5050807@umbc.edu> Hi, At UMBC, we recently upgraded our development RT instance from 3.8.7 to 4.0.0. The upgrade went smoothly, but now when we open any ticket and click on the "People" tab, we are getting the following error: System error error: Can't use an undefined value as an ARRAY reference at /local/rt4/share/html/Ticket/ModifyPeople.html line 115, line 12. context: ... 111: for my $type (qw(To Cc Bcc)) { 112: $recips{$_->address} = 1 for $scrip->ActionObj->Action->$type(); 113: } 114: } 115: for my $rule (map {@{$_->Rules}} @txns) { 116: next unless $rule->{hints} && $rule->{hints}{class} eq "SendEmail"; 117: for my $type (qw(To Cc Bcc)) { 118: $recips{$_} = 1 for @{$rule->{hints}{recips}{$type}}; 119: } ... code stack: /local/rt4/share/html/Ticket/ModifyPeople.html:115 /local/rt4/sbin/../lib/RT/Interface/Web.pm:522 /local/rt4/sbin/../lib/RT/Interface/Web.pm:271 /local/rt4/share/html/autohandler:53 It appears that this is because 'Rules' is undefined for one or more of the transactions in the @txns array, and the map statement is attempting to dereference an undefined value. To confirm, I tried replacing line 115 with: for my $rule (map {@{$_->Rules}} grep(($_->Rules != undef), @txns)) { This fixed the error, and the result is a "modify people" page that appears correct at first glance. However, it's obviously a band-aid, and not really knowing anything about RT internals, I'm worried that we have a deeper systemic issue that's going to crop up elsewhere. Any ideas what would cause 'Rules' to be undefined in one or more of the transactions here? It's obviously not supposed to be undefined, or presumably the code would already check for it. Thanks for any insight! Paul Riddle From jesse at bestpractical.com Mon May 23 13:28:56 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 23 May 2011 13:28:56 -0400 Subject: [rt-users] Error with ModifyUsers.html after upgrade from 3.8.7 to 4.0.0 In-Reply-To: <4DDA7E4E.5050807@umbc.edu> References: <4DDA7E4E.5050807@umbc.edu> Message-ID: <20110523172855.GJ23069@bestpractical.com> On Mon, May 23, 2011 at 11:33:34AM -0400, Paul Riddle wrote: > Hi, > > At UMBC, we recently upgraded our development RT instance from 3.8.7 > to 4.0.0. The upgrade went smoothly, but now when we open any > ticket and click on the "People" tab, we are getting the following > error: Paul, Thanks for the report. This isn't something I've seen before. Did you install RT4 on top of your RT3 instance? At a first guess, this could be mixing code from an RT3 customization or extension. -Jesse From falcone at bestpractical.com Mon May 23 13:42:00 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 23 May 2011 13:42:00 -0400 Subject: [rt-users] Please help - rt4 slow after upgrade In-Reply-To: References: Message-ID: <20110523174200.GA15565@jibsheet.com> On Mon, May 23, 2011 at 09:09:08AM -0400, Chris Hall wrote: > Seems after watching a few days this is still an issue. It seems completely > random.. some pages just... take awhile to load for some reason. 15 - 20 > seconds, and then you can blast through a few pages instantly it seems... > completely random. I've checked the logs, no errors or anything that stands > out. Some of the pages that slow down don't access replying via email, so > SMTP wouldn't be the issue. I examined again my slow query logs for mysql > and yesterday got this: None of these queries look like something generated by RT. RT's ORM has some... signatures it leaves on the query. Are you perhaps using some sort of backup or indexing tool, or an extension developed in-house? > # Time: 110523 2:30:10 > # User at Host: rt_user[rt_user] @ localhost [] > # Query_time: 6 Lock_time: 0 Rows_sent: 70390 Rows_examined: 70390 > use rt3; > SELECT /*!40001 SQL_NO_CACHE */ * FROM `Attachments`; > # Time: 110523 2:30:17 > # User at Host: rt_user[rt_user] @ localhost [] > # Query_time: 4 Lock_time: 0 Rows_sent: 125353 Rows_examined: 125353 > SELECT /*!40001 SQL_NO_CACHE */ * FROM `Transactions`; > # Time: 110523 2:30:20 > # User at Host: rt_user[rt_user] @ localhost [] > # Query_time: 3 Lock_time: 0 Rows_sent: 10343 Rows_examined: 10343 > SELECT /*!40001 SQL_NO_CACHE */ * FROM `sessions`; If you'd like to try and examine SQL problems on a particular page, you can enable $StatementLog and examine the output from the Configuration -> Tools page as a superuser. -kevin > However, that's only 3 entries.. it happens much more often than that. I'm > thinking I'll see the CPU peg out maybe 5 - 8 times in a 5 min span, for > about 10 - 15 seconds each time watching top. My only thought is there's > some type of a miscommunication between apache and mysql, but I have no idea > what. At this point, I'm open to any and all suggestions. Please, if > anybody has any suggestions on where to look, I'd appreciate it. > > On Thu, May 19, 2011 at 10:33 AM, Chris Hall wrote: > > > Well, resolved the below a bit by adding to RT_SiteConfig.pm: > > > > Set($WebSessionClass, "Apache::Session::File"); > > > > However, CPU usage still peaks out on apache2 processes, although it > > appears to be not AS frequent. Anybody have any other suggestions on areas > > to look into? Some are saying the slowdown seems to occur most frequently > > when updating tickets. > > > > > > On Wed, May 18, 2011 at 8:36 PM, Chris Hall wrote: > > > >> I actually saw something about that in a message to the mailing list, and > >> already turned it off as well, as a precaution. After searching around > >> some and trying out some tests, it seems the delay happens after the GET > >> request to the apache server, and watching the logs, nothing appears in the > >> log until about 20 seconds after the request to say the user asked for it.. > >> so there's about 20 - 30 seconds of dead time from the GET to when the log > >> shows a request was made. On a forum recommendation, I enabled slow mysql > >> logging and noticed several entries in the log. Here is a sample: > >> > >> # User at Host: rt_user[rt_user] @ localhost [] > >> # Query_time: 3246 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > >> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); > >> # User at Host: rt_user[rt_user] @ localhost [] > >> # Query_time: 3204 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > >> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); > >> # User at Host: rt_user[rt_user] @ localhost [] > >> # Query_time: 2897 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > >> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); > >> # User at Host: rt_user[rt_user] @ localhost [] > >> # Query_time: 2885 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > >> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); > >> # Time: 110518 19:51:37 > >> # User at Host: rt_user[rt_user] @ localhost [] > >> # Query_time: 1660 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > >> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); > >> # Time: 110518 19:56:44 > >> # User at Host: rt_user[rt_user] @ localhost [] > >> # Query_time: 14 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > >> SELECT GET_LOCK('Apache-Session-29fd7421a2e8981d99740258bbb9aea3', 3600); > >> > >> > >> Dunno if they are of any help, but to me, it seems to indicate several > >> SELECT queries that are running long for... whatever reason. Do these logs > >> make sense to anybody? > >> > >> On Wed, May 18, 2011 at 6:33 PM, Jonah Hirsch wrote: > >> > >>> I was having this issue, same exact versions and problems with apache2. I > >>> turned off mod_deflate and that helped a bit, but I'm still getting some > >>> slowdowns, just not as much as before. > >>> ----------------------- > >>> Jonah Hirsch > >>> > >>> > >>> > >>> On Wed, May 18, 2011 at 11:31 AM, Chris Hall wrote: > >>> > >>>> Not sure where to start here, but trying to diagnose why after an > >>>> upgrade from 3.8.8 to 4.0.0 things have slowed down tremendously. Doing > >>>> even pedestrian tasks such as loading the home screen or opening the ticket > >>>> search will about 30% of the time decide it wants to max out the cpu with > >>>> the apache2 process for roughly 20 - 30 seconds. Sometimes, loading things > >>>> happens almost instantaneously. Other times, there's this weird delay. Not > >>>> sure where to start looking, are there any known issues that I might need to > >>>> be aware of? > >>> > >>> > >>> > >> > > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From hiro24 at gmail.com Mon May 23 14:23:26 2011 From: hiro24 at gmail.com (Chris Hall) Date: Mon, 23 May 2011 14:23:26 -0400 Subject: [rt-users] Please help - rt4 slow after upgrade In-Reply-To: <20110523174200.GA15565@jibsheet.com> References: <20110523174200.GA15565@jibsheet.com> Message-ID: That -really- seemed to slow down.. almost everything I did. Although when I looked at the results, I was seeing not alot of time spent on the queries. /index.html - 0.0208s Toggle 45 queries /Ticket/Display.html - 0.1104s Toggle 65 queries /Search/Results.html - 0.5969s Toggle 232 queries The only extension I'm running is one called BriefHistory, which filters out a lot of stuff we don't want to sift through in the comments section of tickets, but considering the slowdown can occur on the main page, search pages (before criteria is even entered), etc... I don't think that's the factor. Just to be sure, I restarted without it loaded, and saw similar delays. Below is my current RT_SiteConfig.pm.. does anything look wrong? ### Set to try to stop the lag.... Set($WebSessionClass, "Apache::Session::File"); Set( $rtname, '-CENSORED-'); Set($Organization , "-CENSORED-"); Set($CorrespondAddress , '-CENSORED-'); Set($CommentAddress , '-CENSORED-'); Set($MailCommand, 'smtp'); Set($SMTPServer, '-CENSORED-'); Set($SMTPFrom , '-CENSORED-'); Set($NotifyActor , '1'); Set($OwnerEmail , 'root'); Set($MaxAttachmentSize , 10000000); Set($DatabaseType, 'mysql'); Set($DatabaseUser , 'rt_user'); Set($DatabasePassword , '-CENSORED-'); Set($DatabaseName , 'rt4'); Set($WebPath , ""); Set($WebBaseURL , "http://-CENSORED-"); Set(@Plugins,qw(RT::Extension::BriefHistory)); 1; On Mon, May 23, 2011 at 1:42 PM, Kevin Falcone wrote: > On Mon, May 23, 2011 at 09:09:08AM -0400, Chris Hall wrote: > > Seems after watching a few days this is still an issue. It seems > completely > > random.. some pages just... take awhile to load for some reason. 15 - 20 > > seconds, and then you can blast through a few pages instantly it seems... > > completely random. I've checked the logs, no errors or anything that > stands > > out. Some of the pages that slow down don't access replying via email, > so > > SMTP wouldn't be the issue. I examined again my slow query logs for > mysql > > and yesterday got this: > > None of these queries look like something generated by RT. RT's ORM > has some... signatures it leaves on the query. > > Are you perhaps using some sort of backup or indexing tool, or an > extension developed in-house? > > > # Time: 110523 2:30:10 > > # User at Host: rt_user[rt_user] @ localhost [] > > # Query_time: 6 Lock_time: 0 Rows_sent: 70390 Rows_examined: 70390 > > use rt3; > > SELECT /*!40001 SQL_NO_CACHE */ * FROM `Attachments`; > > # Time: 110523 2:30:17 > > # User at Host: rt_user[rt_user] @ localhost [] > > # Query_time: 4 Lock_time: 0 Rows_sent: 125353 Rows_examined: 125353 > > SELECT /*!40001 SQL_NO_CACHE */ * FROM `Transactions`; > > # Time: 110523 2:30:20 > > # User at Host: rt_user[rt_user] @ localhost [] > > # Query_time: 3 Lock_time: 0 Rows_sent: 10343 Rows_examined: 10343 > > SELECT /*!40001 SQL_NO_CACHE */ * FROM `sessions`; > > If you'd like to try and examine SQL problems on a particular page, you > can enable $StatementLog and examine the output from the Configuration > -> Tools page as a superuser. > > -kevin > > > However, that's only 3 entries.. it happens much more often than that. > I'm > > thinking I'll see the CPU peg out maybe 5 - 8 times in a 5 min span, for > > about 10 - 15 seconds each time watching top. My only thought is there's > > some type of a miscommunication between apache and mysql, but I have no > idea > > what. At this point, I'm open to any and all suggestions. Please, if > > anybody has any suggestions on where to look, I'd appreciate it. > > > > On Thu, May 19, 2011 at 10:33 AM, Chris Hall wrote: > > > > > Well, resolved the below a bit by adding to RT_SiteConfig.pm: > > > > > > Set($WebSessionClass, "Apache::Session::File"); > > > > > > However, CPU usage still peaks out on apache2 processes, although it > > > appears to be not AS frequent. Anybody have any other suggestions on > areas > > > to look into? Some are saying the slowdown seems to occur most > frequently > > > when updating tickets. > > > > > > > > > On Wed, May 18, 2011 at 8:36 PM, Chris Hall wrote: > > > > > >> I actually saw something about that in a message to the mailing list, > and > > >> already turned it off as well, as a precaution. After searching > around > > >> some and trying out some tests, it seems the delay happens after the > GET > > >> request to the apache server, and watching the logs, nothing appears > in the > > >> log until about 20 seconds after the request to say the user asked for > it.. > > >> so there's about 20 - 30 seconds of dead time from the GET to when the > log > > >> shows a request was made. On a forum recommendation, I enabled slow > mysql > > >> logging and noticed several entries in the log. Here is a sample: > > >> > > >> # User at Host: rt_user[rt_user] @ localhost [] > > >> # Query_time: 3246 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > > >> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', > 3600); > > >> # User at Host: rt_user[rt_user] @ localhost [] > > >> # Query_time: 3204 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > > >> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', > 3600); > > >> # User at Host: rt_user[rt_user] @ localhost [] > > >> # Query_time: 2897 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > > >> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', > 3600); > > >> # User at Host: rt_user[rt_user] @ localhost [] > > >> # Query_time: 2885 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > > >> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', > 3600); > > >> # Time: 110518 19:51:37 > > >> # User at Host: rt_user[rt_user] @ localhost [] > > >> # Query_time: 1660 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > > >> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', > 3600); > > >> # Time: 110518 19:56:44 > > >> # User at Host: rt_user[rt_user] @ localhost [] > > >> # Query_time: 14 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > > >> SELECT GET_LOCK('Apache-Session-29fd7421a2e8981d99740258bbb9aea3', > 3600); > > >> > > >> > > >> Dunno if they are of any help, but to me, it seems to indicate several > > >> SELECT queries that are running long for... whatever reason. Do these > logs > > >> make sense to anybody? > > >> > > >> On Wed, May 18, 2011 at 6:33 PM, Jonah Hirsch wrote: > > >> > > >>> I was having this issue, same exact versions and problems with > apache2. I > > >>> turned off mod_deflate and that helped a bit, but I'm still getting > some > > >>> slowdowns, just not as much as before. > > >>> ----------------------- > > >>> Jonah Hirsch > > >>> > > >>> > > >>> > > >>> On Wed, May 18, 2011 at 11:31 AM, Chris Hall > wrote: > > >>> > > >>>> Not sure where to start here, but trying to diagnose why after an > > >>>> upgrade from 3.8.8 to 4.0.0 things have slowed down tremendously. > Doing > > >>>> even pedestrian tasks such as loading the home screen or opening the > ticket > > >>>> search will about 30% of the time decide it wants to max out the cpu > with > > >>>> the apache2 process for roughly 20 - 30 seconds. Sometimes, loading > things > > >>>> happens almost instantaneously. Other times, there's this weird > delay. Not > > >>>> sure where to start looking, are there any known issues that I might > need to > > >>>> be aware of? > > >>> > > >>> > > >>> > > >> > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon May 23 14:48:41 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 23 May 2011 14:48:41 -0400 Subject: [rt-users] Please help - rt4 slow after upgrade In-Reply-To: References: <20110523174200.GA15565@jibsheet.com> Message-ID: <20110523184841.GB15565@jibsheet.com> On Mon, May 23, 2011 at 02:23:26PM -0400, Chris Hall wrote: > That -really- seemed to slow down.. almost everything I did. Although when I looked at the > results, I was seeing not alot of time spent on the queries. > /index.html - 0.0208s Toggle 45 queries > /Ticket/Display.html - 0.1104s Toggle 65 queries > /Search/Results.html - 0.5969s Toggle 232 queries Logging all the queries is going to add some load, but it doesn't appear that this is the RT frontend based on your findings. I'd concentrate on finding out what software is issuing those full stable scans. -kevin > The only extension I'm running is one called BriefHistory, which filters out a lot of stuff we > don't want to sift through in the comments section of tickets, but considering the slowdown > can occur on the main page, search pages (before criteria is even entered), etc... I don't > think that's the factor. Just to be sure, I restarted without it loaded, and saw similar > delays. Below is my current RT_SiteConfig.pm.. does anything look wrong? > ### Set to try to stop the lag.... > Set($WebSessionClass, "Apache::Session::File"); > Set( $rtname, '-CENSORED-'); > Set($Organization , "-CENSORED-"); > Set($CorrespondAddress , '-CENSORED-'); > Set($CommentAddress , '-CENSORED-'); > Set($MailCommand, 'smtp'); > Set($SMTPServer, '-CENSORED-'); > Set($SMTPFrom , '-CENSORED-'); > Set($NotifyActor , '1'); > Set($OwnerEmail , 'root'); > Set($MaxAttachmentSize , 10000000); > Set($DatabaseType, 'mysql'); > Set($DatabaseUser , 'rt_user'); Set($DatabasePassword , '-CENSORED-'); > Set($DatabaseName , 'rt4'); > Set($WebPath , ""); > Set($WebBaseURL , "http://-CENSORED-"); > Set(@Plugins,qw(RT::Extension::BriefHistory)); > 1; > On Mon, May 23, 2011 at 1:42 PM, Kevin Falcone <[1]falcone at bestpractical.com> wrote: > > On Mon, May 23, 2011 at 09:09:08AM -0400, Chris Hall wrote: > > Seems after watching a few days this is still an issue. It seems completely > > random.. some pages just... take awhile to load for some reason. 15 - 20 > > seconds, and then you can blast through a few pages instantly it seems... > > completely random. I've checked the logs, no errors or anything that stands > > out. Some of the pages that slow down don't access replying via email, so > > SMTP wouldn't be the issue. I examined again my slow query logs for mysql > > and yesterday got this: > > None of these queries look like something generated by RT. RT's ORM > has some... signatures it leaves on the query. > > Are you perhaps using some sort of backup or indexing tool, or an > extension developed in-house? > > # Time: 110523 2:30:10 > > # User at Host: rt_user[rt_user] @ localhost [] > > # Query_time: 6 Lock_time: 0 Rows_sent: 70390 Rows_examined: 70390 > > use rt3; > > SELECT /*!40001 SQL_NO_CACHE */ * FROM `Attachments`; > > # Time: 110523 2:30:17 > > # User at Host: rt_user[rt_user] @ localhost [] > > # Query_time: 4 Lock_time: 0 Rows_sent: 125353 Rows_examined: 125353 > > SELECT /*!40001 SQL_NO_CACHE */ * FROM `Transactions`; > > # Time: 110523 2:30:20 > > # User at Host: rt_user[rt_user] @ localhost [] > > # Query_time: 3 Lock_time: 0 Rows_sent: 10343 Rows_examined: 10343 > > SELECT /*!40001 SQL_NO_CACHE */ * FROM `sessions`; > > If you'd like to try and examine SQL problems on a particular page, you > can enable $StatementLog and examine the output from the Configuration > -> Tools page as a superuser. > -kevin > > However, that's only 3 entries.. it happens much more often than that. I'm > > thinking I'll see the CPU peg out maybe 5 - 8 times in a 5 min span, for > > about 10 - 15 seconds each time watching top. My only thought is there's > > some type of a miscommunication between apache and mysql, but I have no idea > > what. At this point, I'm open to any and all suggestions. Please, if > > anybody has any suggestions on where to look, I'd appreciate it. > > > > On Thu, May 19, 2011 at 10:33 AM, Chris Hall <[2]hiro24 at gmail.com> wrote: > > > > > Well, resolved the below a bit by adding to RT_SiteConfig.pm: > > > > > > Set($WebSessionClass, "Apache::Session::File"); > > > > > > However, CPU usage still peaks out on apache2 processes, although it > > > appears to be not AS frequent. Anybody have any other suggestions on areas > > > to look into? Some are saying the slowdown seems to occur most frequently > > > when updating tickets. > > > > > > > > > On Wed, May 18, 2011 at 8:36 PM, Chris Hall <[3]hiro24 at gmail.com> wrote: > > > > > >> I actually saw something about that in a message to the mailing list, and > > >> already turned it off as well, as a precaution. After searching around > > >> some and trying out some tests, it seems the delay happens after the GET > > >> request to the apache server, and watching the logs, nothing appears in the > > >> log until about 20 seconds after the request to say the user asked for it.. > > >> so there's about 20 - 30 seconds of dead time from the GET to when the log > > >> shows a request was made. On a forum recommendation, I enabled slow mysql > > >> logging and noticed several entries in the log. Here is a sample: > > >> > > >> # User at Host: rt_user[rt_user] @ localhost [] > > >> # Query_time: 3246 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > > >> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); > > >> # User at Host: rt_user[rt_user] @ localhost [] > > >> # Query_time: 3204 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > > >> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); > > >> # User at Host: rt_user[rt_user] @ localhost [] > > >> # Query_time: 2897 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > > >> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); > > >> # User at Host: rt_user[rt_user] @ localhost [] > > >> # Query_time: 2885 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > > >> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); > > >> # Time: 110518 19:51:37 > > >> # User at Host: rt_user[rt_user] @ localhost [] > > >> # Query_time: 1660 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > > >> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600); > > >> # Time: 110518 19:56:44 > > >> # User at Host: rt_user[rt_user] @ localhost [] > > >> # Query_time: 14 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > > >> SELECT GET_LOCK('Apache-Session-29fd7421a2e8981d99740258bbb9aea3', 3600); > > >> > > >> > > >> Dunno if they are of any help, but to me, it seems to indicate several > > >> SELECT queries that are running long for... whatever reason. Do these logs > > >> make sense to anybody? > > >> > > >> On Wed, May 18, 2011 at 6:33 PM, Jonah Hirsch <[4]jwh83 at nau.edu> wrote: > > >> > > >>> I was having this issue, same exact versions and problems with apache2. I > > >>> turned off mod_deflate and that helped a bit, but I'm still getting some > > >>> slowdowns, just not as much as before. > > >>> ----------------------- > > >>> Jonah Hirsch > > >>> > > >>> > > >>> > > >>> On Wed, May 18, 2011 at 11:31 AM, Chris Hall <[5]hiro24 at gmail.com> wrote: > > >>> > > >>>> Not sure where to start here, but trying to diagnose why after an > > >>>> upgrade from 3.8.8 to 4.0.0 things have slowed down tremendously. Doing > > >>>> even pedestrian tasks such as loading the home screen or opening the ticket > > >>>> search will about 30% of the time decide it wants to max out the cpu with > > >>>> the apache2 process for roughly 20 - 30 seconds. Sometimes, loading things > > >>>> happens almost instantaneously. Other times, there's this weird delay. Not > > >>>> sure where to start looking, are there any known issues that I might need to > > >>>> be aware of? > > >>> > > >>> > > >>> > > >> > > > > > References > > Visible links > 1. mailto:falcone at bestpractical.com > 2. mailto:hiro24 at gmail.com > 3. mailto:hiro24 at gmail.com > 4. mailto:jwh83 at nau.edu > 5. mailto:hiro24 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 jtollerton at zoominternet.net Mon May 23 21:05:01 2011 From: jtollerton at zoominternet.net (Jon Tollerton) Date: Mon, 23 May 2011 21:05:01 -0400 Subject: [rt-users] dashboard my reminders error after upgrade to RT 4 In-Reply-To: <4DD69CB9.6050007@zoominternet.net> References: <4DD69CB9.6050007@zoominternet.net> Message-ID: <4DDB043D.8010401@zoominternet.net> From my digging, it looks like reminders are actually implemented as separate tickets, but they don't really show up unless you go looking for them. I opened the tickets numbers that the dashboard was complaining about and resolved them, which seemed to correct the problem. Any potential issues that this may raise? On 5/20/11 12:54 PM, Jon Tollerton wrote: > After upgrading to RT 4 from 3.8.10, I'm seeing several errors in the > dashboard reminders section in the form "Couldn't find Ticket for > reminder N. Please contact administrator." Oddly enough, it displays > on all users' dashboards. This seems to only affect two or three > really old entries as we really don't use the reminder functionality. > It's certainly possible that some data was corrupted by my mucking > about in the database or by using RT-Shredder incorrectly before it > was merged into the mainline, but I'm not sure where to start looking. > > Thanks, > -Jon -------------- next part -------------- An HTML attachment was scrubbed... URL: From raphael.mouneyres at sagemcom.com Tue May 24 05:31:12 2011 From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=) Date: Tue, 24 May 2011 11:31:12 +0200 Subject: [rt-users] NTLM and fetchmail Message-ID: <20275_1306229476_4DDB7AE3_20275_77_4_OF7D64EBF1.24461B09-ONC125789A.00331BBE-C125789A.00344B8B@sagemcom.com> hi, on a RT3.8.8 i've successfully configured NTLM authentification, but now i have a problem with fetchmail wich takes the emails from an imap server. Fetchmail is able to grab the messages, but when forwarding to /opt/rt3/sbin/rt-mailgate, apache is answering an "401 Authorization required" so emails are not passed to RT (nor deleted from the server) I beleive i have a misconfiguration either in apache or fetchmail rc file, but can't get it to work correctly, may someone have a look ? /etc/crontab */1 * * * 1-5 root fetchmail -f /root/.fetchmailrc -v .fetchmailrc (placed in /root/) poll imapserver proto imap user user at yy.com pass xxxxx mda "perl /opt/rt3/bin/rt-mailgate --url http://myserver --queue General --action correspond" rt3.conf ServerName myserver ServerAdmin xx at yy.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 Order allow,deny Allow from all AuthName "Request Tracker" AuthType NTLM NTLMAuth on NTLMAuthoritative on NTLMDomain mydomain NTLMServer machine.mydomain require valid-user PerlModule Apache2::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Satisfy any Allow from all 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 awaterson at nn4m.com Tue May 24 05:37:33 2011 From: awaterson at nn4m.com (andrew waterson) Date: Tue, 24 May 2011 10:37:33 +0100 Subject: [rt-users] SLA extension - over time zones Message-ID: <001301cc19f6$3700a4a0$a501ede0$@com> Hi all, I am new to RT and trying to setup the SLA extension over both GMT and EST. Is there any way to setup this extension to have two separate business hours one for GMT and another for EST? Thanks in advance Andrew -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue May 24 05:43:03 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 24 May 2011 13:43:03 +0400 Subject: [rt-users] SLA extension - over time zones In-Reply-To: <001301cc19f6$3700a4a0$a501ede0$@com> References: <001301cc19f6$3700a4a0$a501ede0$@com> Message-ID: On Tue, May 24, 2011 at 1:37 PM, andrew waterson wrote: > Hi all, > > I am new to RT and trying to setup the SLA extension over both GMT and EST. > Is there any way to setup this extension to have two separate business hours > one for GMT and another for EST? I don't think so. It works in server's TZ. > Thanks in advance > > Andrew -- Best regards, Ruslan. From ruz at bestpractical.com Tue May 24 05:46:47 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 24 May 2011 13:46:47 +0400 Subject: [rt-users] NTLM and fetchmail In-Reply-To: <20275_1306229476_4DDB7AE3_20275_77_4_OF7D64EBF1.24461B09-ONC125789A.00331BBE-C125789A.00344B8B@sagemcom.com> References: <20275_1306229476_4DDB7AE3_20275_77_4_OF7D64EBF1.24461B09-ONC125789A.00331BBE-C125789A.00344B8B@sagemcom.com> Message-ID: Hi, /REST/1.0/NoAuth/mail-gateway location should be excluded from authentication. However, it's better to limit hosts that can access by IP. 2011/5/24 Rapha?l MOUNEYRES : > > hi, > > on a RT3.8.8 i've successfully configured NTLM authentification, but now i > have a problem with fetchmail wich takes the emails from an imap server. > Fetchmail is able to grab the messages, but when forwarding to > /opt/rt3/sbin/rt-mailgate, apache is answering an "401 Authorization > required" so emails are not passed to RT (nor deleted from the server) > > I beleive i have a misconfiguration either in apache or fetchmail rc file, > but can't get it to work correctly, may someone have a look ? > > /etc/crontab > */1 * * * 1-5 root fetchmail -f /root/.fetchmailrc -v > > .fetchmailrc ? (placed in /root/) > poll imapserver proto imap > user user at yy.com > pass xxxxx > mda "perl /opt/rt3/bin/rt-mailgate --url http://myserver --queue General > --action correspond" > > rt3.conf > > ? ?ServerName myserver > ? ?ServerAdmin xx at yy.com > > ? ?DocumentRoot /opt/rt3/share/html > ? ?AddDefaultCharset UTF-8 > > ? > ? ? ? ?Order allow,deny > ? ? ? ?Allow from all > ? ? ? ?AuthName "Request Tracker" > ? ? ? ?AuthType NTLM > ? ? ? ?NTLMAuth on > ? ? ? ?NTLMAuthoritative on > ? ? ? ?NTLMDomain mydomain > ? ? ? ?NTLMServer machine.mydomain > ? ? ? ?require valid-user > ? ? > > ? ?PerlModule Apache2::compat > ? ?PerlModule Apache::DBI > ? ?PerlRequire /opt/rt3/bin/webmux.pl > > ? ? > ? ? ? ? ? ? SetHandler perl-script > ? ? ? ? ? ? PerlHandler RT::Mason > ? ? > ? ? > ? ? ? ? Satisfy any > ? ? ? ? Allow from all > ? ? > > > > 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." > # > -- Best regards, Ruslan. From raphael.mouneyres at sagemcom.com Tue May 24 06:10:44 2011 From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=) Date: Tue, 24 May 2011 12:10:44 +0200 Subject: [rt-users] NTLM and fetchmail In-Reply-To: Message-ID: <23780_1306231849_4DDB8429_23780_81_2_OF1BDEA10C.9CBD8358-ONC125789A.00372CAE-C125789A.0037EA7E@sagemcom.com> Brilliant, works perfectly :) Thanks Ruz just a comment : i'm surprised to have to exclude a REST directory that is not used here, but i beleive it's the RT internal logic. May it be documented somewhere in the wiki ? Ruslan Zakirov Envoy? par : ruslan.zakirov at gmail.com 24/05/2011 11:47 A Rapha?l MOUNEYRES cc rt-users at lists.bestpractical.com Objet Re: [rt-users] NTLM and fetchmail Hi, /REST/1.0/NoAuth/mail-gateway location should be excluded from authentication. However, it's better to limit hosts that can access by IP. 2011/5/24 Rapha?l MOUNEYRES : > > hi, > > on a RT3.8.8 i've successfully configured NTLM authentification, but now i > have a problem with fetchmail wich takes the emails from an imap server. > Fetchmail is able to grab the messages, but when forwarding to > /opt/rt3/sbin/rt-mailgate, apache is answering an "401 Authorization > required" so emails are not passed to RT (nor deleted from the server) > > I beleive i have a misconfiguration either in apache or fetchmail rc file, > but can't get it to work correctly, may someone have a look ? > > /etc/crontab > */1 * * * 1-5 root fetchmail -f /root/.fetchmailrc -v > > .fetchmailrc (placed in /root/) > poll imapserver proto imap > user user at yy.com > pass xxxxx > mda "perl /opt/rt3/bin/rt-mailgate --url http://myserver --queue General > --action correspond" > > rt3.conf > > ServerName myserver > ServerAdmin xx at yy.com > > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > > > Order allow,deny > Allow from all > AuthName "Request Tracker" > AuthType NTLM > NTLMAuth on > NTLMAuthoritative on > NTLMDomain mydomain > NTLMServer machine.mydomain > require valid-user > > > PerlModule Apache2::compat > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > Satisfy any > Allow from all > > > > > Rapha?l > -- Best regards, Ruslan. # " 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 kyle at avalontel.com Tue May 24 07:20:41 2011 From: kyle at avalontel.com (Kyle Thomas) Date: Tue, 24 May 2011 07:20:41 -0400 Subject: [rt-users] New ticket genrated for reminder Message-ID: <0LLP009XG66K7UF0@mta2.srv.hcvlny.cv.net> Could anyone tell me why when I manually set a reminder for a ticket that I own it creates an entirely new ticket? I see the reminder showing up fine but there is a new ticket being generated with the "Subject" line of the reminder. Thanks Kyle Thomas -------------- next part -------------- An HTML attachment was scrubbed... URL: From kyle at avalontel.com Tue May 24 08:31:37 2011 From: kyle at avalontel.com (Kyle Thomas) Date: Tue, 24 May 2011 08:31:37 -0400 Subject: [rt-users] Creating Child ticket in other queue Message-ID: <0LLP00BMJ9GRIYP0@mta1.srv.hcvlny.cv.net> Ok I have searched extensively about how to create a child ticket in a different queue then the parent and I have found that you can do it by creating a custom field called "Child Queue" and applying that custom field to whichever queue you want this on. I have done that and I do see the custom field showing up when I create a child ticket , and I choose the queue which I want to open the child ticket in, but it still creates it in the original queue. I have done some further reading and found that in order for this to work I have to create a scrip that looks at the CF value and based on that value , changes the Queue to the value set in that CF. Can someone give me an example of how that scrip would look? I am running 4.0.0 is this something that is already in 4.0 and I am just missing something. Any help would be greatly appreciated Kyle -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Tue May 24 08:53:27 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 24 May 2011 14:53:27 +0200 Subject: [rt-users] Creating Child ticket in other queue In-Reply-To: <0LLP00BMJ9GRIYP0@mta1.srv.hcvlny.cv.net> References: <0LLP00BMJ9GRIYP0@mta1.srv.hcvlny.cv.net> Message-ID: <20110524125326.GD27431@easter-eggs.com> On Tue, May 24, 2011 at 08:31:37AM -0400, Kyle Thomas wrote: > Ok I have searched extensively about how to create a child ticket in a > different queue then the parent and I have found that ... > just use the following extension: http://search.cpan.org/dist/RT-Extension-SpawnLinkedTicketInQueue/ From ruz at bestpractical.com Tue May 24 08:57:13 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 24 May 2011 16:57:13 +0400 Subject: [rt-users] Creating Child ticket in other queue In-Reply-To: <0LLP00BMJ9GRIYP0@mta1.srv.hcvlny.cv.net> References: <0LLP00BMJ9GRIYP0@mta1.srv.hcvlny.cv.net> Message-ID: Hi, Have you seen: http://search.cpan.org/~ruz/RT-Extension-SpawnLinkedTicketInQueue-0.05/lib/RT/Extension/SpawnLinkedTicketInQueue.pm On Tue, May 24, 2011 at 4:31 PM, Kyle Thomas wrote: > Ok I have searched extensively about how to create a child ticket in a > different queue then the parent and I have found that you can do it by > creating a custom field called ?Child Queue? and applying that custom field > to whichever queue you want this on. I have done that and I do see the > custom field showing up when I create a child ticket , and I choose the > queue which I want to open the child ticket in, but it still creates it in > the original queue. > > > > I have done some further reading and found that in order for this to work I > have to create a scrip that looks at the CF value and based on that value , > changes the Queue to the value set in that CF. Can someone give me an > example of how that scrip would look? > > > > I am running 4.0.0 is this something that is already in 4.0 and I am just > missing something. > > > > Any help would be greatly appreciated > > > > > > > > > > Kyle -- Best regards, Ruslan. From kyle at avalontel.com Tue May 24 09:14:44 2011 From: kyle at avalontel.com (Kyle Thomas) Date: Tue, 24 May 2011 09:14:44 -0400 Subject: [rt-users] Creating Child ticket in other queue In-Reply-To: Message-ID: <0LLP00E7SBGM4CQ0@mta4.srv.hcvlny.cv.net> Thanks Kyle Thomas -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Tuesday, May 24, 2011 8:57 AM To: Kyle Thomas Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Creating Child ticket in other queue Hi, Have you seen: http://search.cpan.org/~ruz/RT-Extension-SpawnLinkedTicketInQueue-0.05/lib/R T/Extension/SpawnLinkedTicketInQueue.pm On Tue, May 24, 2011 at 4:31 PM, Kyle Thomas wrote: > Ok I have searched extensively about how to create a child ticket in a > different queue then the parent and I have found that you can do it by > creating a custom field called "Child Queue" and applying that custom field > to whichever queue you want this on. I have done that and I do see the > custom field showing up when I create a child ticket , and I choose the > queue which I want to open the child ticket in, but it still creates it in > the original queue. > > > > I have done some further reading and found that in order for this to work I > have to create a scrip that looks at the CF value and based on that value , > changes the Queue to the value set in that CF. Can someone give me an > example of how that scrip would look? > > > > I am running 4.0.0 is this something that is already in 4.0 and I am just > missing something. > > > > Any help would be greatly appreciated > > > > > > > > > > Kyle -- Best regards, Ruslan. From falcone at bestpractical.com Tue May 24 09:39:17 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 24 May 2011 09:39:17 -0400 Subject: [rt-users] dashboard my reminders error after upgrade to RT 4 In-Reply-To: <4DDB043D.8010401@zoominternet.net> References: <4DD69CB9.6050007@zoominternet.net> <4DDB043D.8010401@zoominternet.net> Message-ID: <20110524133917.GC15565@jibsheet.com> On Mon, May 23, 2011 at 09:05:01PM -0400, Jon Tollerton wrote: > From my digging, it looks like reminders are actually implemented as separate tickets, but > they don't really show up unless you go looking for them. I opened the tickets numbers that > the dashboard was complaining about and resolved them, which seemed to correct the problem. > Any potential issues that this may raise? The usual cause of this is changing your Organization during an upgrade (or other manual changes to the database), and Reminders can be global which is why they showed up for everyone. Resolving them manually is a fine solution. -kevin > On 5/20/11 12:54 PM, Jon Tollerton wrote: > > After upgrading to RT 4 from 3.8.10, I'm seeing several errors in the dashboard reminders > section in the form "Couldn't find Ticket for reminder N. Please contact administrator." > Oddly enough, it displays on all users' dashboards. This seems to only affect two or three > really old entries as we really don't use the reminder functionality. It's certainly > possible that some data was corrupted by my mucking about in the database or by using > RT-Shredder incorrectly before it was merged into the mainline, but I'm not sure where to > start looking. > > Thanks, > -Jon -------------- 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 May 24 09:43:04 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 24 May 2011 09:43:04 -0400 Subject: [rt-users] fixing attributes with a CLI script In-Reply-To: <4DD9E9F5.5060703@trinity.unimelb.edu.au> References: <4DD9B477.2090309@trinity.unimelb.edu.au> <4DD9E9F5.5060703@trinity.unimelb.edu.au> Message-ID: <20110524134304.GD15565@jibsheet.com> On Mon, May 23, 2011 at 03:00:37PM +1000, Geoff Crompton wrote: > On 23/05/11 11:12, Geoff Crompton wrote: > >Hi, > > > >I'm trying to repair my searches on test RT installation that I've > >upgraded from rt3.6 to rt3.8. This problem is described on > >http://requesttracker.wikia.com/wiki/RepairSearches > > > >Rather than doing this manually, or just deleting all saved searches I'm > >trying to do this with a script. I've copied the > >/usr/sbin/rt-dump-database-3.8 as a starting point, and stripped out > >things I don't need from that script. > > > >According to my print statements the script is doing what I want, but > >the changes are not sticking to the database. I'm calling > >$attribute->SetAttribute() to update the attributes I want to change. > >Despite this after running the script the searches are still incorrect. > > > >I've been reading the RT::Record code, but I don't know what I'm doing > >wrong. I thought maybe I wasn't committing a transaction, but adding > >'$RT::Handle->BeginTransaction() and $RT::EndTransaction() didn't change > >things. > > > >Any tips on how to get these changes to make it to the database? > > > > I've done some more debugging. When I call > $attribute->SetAttribute() when I get down to > DBIx::SearchBuilder::Record::__Set() the code returns 'That is > already the current value'. Is that actually an RT::Attribute that you're calling SetAttribute on? You either want to call SetAttribute on the object the Attribute belongs to, or possibly update with SetContent manually to set the Content of the attribute. The source of SetAttribute is quite short and should show you the relevant methods you need on an Attribute. -kevin > It seems DBIx::SearchBuilder::Record::__Value() is returning the > same string as the __Set() Value arg. I'm not a perl programmer, so > I don't really know what I'm doing, or why the way I'm calling the > API is breaking. -------------- 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 Tue May 24 09:01:11 2011 From: kyle at avalontel.com (Kyle Thomas) Date: Tue, 24 May 2011 09:01:11 -0400 Subject: [rt-users] Creating Child ticket in other queue In-Reply-To: <20110524125326.GD27431@easter-eggs.com> Message-ID: <0LLP00H2CAU112X0@mta2.srv.hcvlny.cv.net> How do I apply it .. I am really new to RT Kyle Thomas -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour Sent: Tuesday, May 24, 2011 8:53 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Creating Child ticket in other queue On Tue, May 24, 2011 at 08:31:37AM -0400, Kyle Thomas wrote: > Ok I have searched extensively about how to create a child ticket in a > different queue then the parent and I have found that ... > just use the following extension: http://search.cpan.org/dist/RT-Extension-SpawnLinkedTicketInQueue/ From barry at barrycarlyon.co.uk Tue May 24 10:09:47 2011 From: barry at barrycarlyon.co.uk (Barry Carlyon) Date: Tue, 24 May 2011 15:09:47 +0100 Subject: [rt-users] Scrip help Message-ID: <3B12C59F-0014-4B8D-8E25-A0C30A5FF6E0@barrycarlyon.co.uk> Hello all, Started using RT today, and am trying to write my own scrip. As per http://requesttracker.wikia.com/wiki/WriteCustomAction I've tried copying the example using this: (current iteration) MyScrip.pm (in the actions folder) [code] package RT::Action::MyScrip; use strict; use warnings; sub Prepare { my $self = shift; return 1; } sub Commit { my $self = shift; return 1; } 1; [/code] I have the scrip and action setup but my log is throwing this: [log] [Tue May 24 14:08:35 2011] [debug]: Found 1 scrips for TransactionCreate stage with applicable type(s) Create for txn #248 on ticket #41 (/usr/local/lib/perl5/site_perl/5.10.1/RT/Scrips_Overlay.pm:377) [Tue May 24 14:08:35 2011] [error]: Scrip Prepare 1 died. - Require of RT::Action:: MyScrip failed. Attempt to reload RT/Action/MyScrip.pm aborted. Compilation failed in require at (eval 5748) line 3. Stack: [(eval 5748):3] [/usr/local/lib/perl5/site_perl/5.10.1/RT/Scrip_Overlay.pm:443] [/usr/local/lib/perl5/site_perl/5.10.1/RT/Scrips_Overlay.pm:241] [/usr/local/lib/perl5/site_perl/5.10.1/RT/Transaction_Overlay.pm:169] [/usr/local/lib/perl5/site_perl/5.10.1/RT/Record.pm:1457] [/usr/local/lib/perl5/site_perl/5.10.1/RT/Ticket_Overlay.pm:660] [/usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Email.pm:1466] [/usr/local/share/rt38/html/REST/1.0/NoAuth/mail-gateway:61] Stack: [/usr/local/lib/perl5/site_perl/5.10.1/RT/ScripAction_Overlay.pm:173] [/usr/local/lib/perl5/site_perl/5.10.1/RT/Scrip_Overlay.pm:443] [/usr/local/lib/perl5/site_perl/5.10.1/RT/Scrips_Overlay.pm:241] [/usr/local/lib/perl5/site_perl/5.10.1/RT/Transaction_Overlay.pm:169] [/usr/local/lib/perl5/site_perl/5.10.1/RT/Record.pm:1457] [/usr/local/lib/perl5/site_perl/5.10.1/RT/Ticket_Overlay.pm:660] [/usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Email.pm:1466] [/usr/local/share/rt38/html/REST/1.0/NoAuth/mail-gateway:61] (/usr/local/lib/perl5/site_perl/5.10.1/RT/Scrip_Overlay.pm:451) [Tue May 24 14:08:35 2011] [debug]: Skipping Scrip #1 because it didn't Prepare (/usr/local/lib/perl5/site_perl/5.10.1/RT/Scrips_Overlay.pm:244) [/log] Can't figure out the problem since I am working from the example. Any help/advice/example to copy from? -------------------------------- Barry Carlyon Freelance Web Developer Freelance Lighting/AV Engineer http://barrycarlyon.co.uk mobile: 07729 048 443 skype: barrycarlyon email: barry at barrycarlyon.co.uk msn: barry at barrycarlyon.co.uk From falcone at bestpractical.com Tue May 24 10:18:05 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 24 May 2011 10:18:05 -0400 Subject: [rt-users] Creating Child ticket in other queue In-Reply-To: <0LLP00H2CAU112X0@mta2.srv.hcvlny.cv.net> References: <20110524125326.GD27431@easter-eggs.com> <0LLP00H2CAU112X0@mta2.srv.hcvlny.cv.net> Message-ID: <20110524141805.GE15565@jibsheet.com> On Tue, May 24, 2011 at 09:01:11AM -0400, Kyle Thomas wrote: > How do I apply it .. I am really new to RT Start with the README file http://cpansearch.perl.org/src/RUZ/RT-Extension-SpawnLinkedTicketInQueue-0.05/README > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel > Lacour > Sent: Tuesday, May 24, 2011 8:53 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Creating Child ticket in other queue > > On Tue, May 24, 2011 at 08:31:37AM -0400, Kyle Thomas wrote: > > Ok I have searched extensively about how to create a child ticket in a > > different queue then the parent and I have found that ... > > > > just use the following extension: > > http://search.cpan.org/dist/RT-Extension-SpawnLinkedTicketInQueue/ > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From barry at barrycarlyon.co.uk Tue May 24 10:37:49 2011 From: barry at barrycarlyon.co.uk (Barry Carlyon) Date: Tue, 24 May 2011 15:37:49 +0100 Subject: [rt-users] Scrip help Message-ID: To follow up. I have no idea what I just changed but it is working now. As in I don't get a fail log type entry now.... *confused* -------------------------------- Barry Carlyon Freelance Web Developer Freelance Lighting/AV Engineer http://barrycarlyon.co.uk mobile: 07729 048 443 skype: barrycarlyon email: barry at barrycarlyon.co.uk msn: barry at barrycarlyon.co.uk From barry at barrycarlyon.co.uk Tue May 24 10:45:11 2011 From: barry at barrycarlyon.co.uk (Barry Carlyon) Date: Tue, 24 May 2011 15:45:11 +0100 Subject: [rt-users] Scrip help In-Reply-To: References: Message-ID: <43438893-0375-4DE0-B3A4-5D8CCAD951DF@barrycarlyon.co.uk> Seems that my RT is compiling scrips and apache restart rather than at Run time.... Now I'm even more confused as this is not mentioned in the wiki.... -------------------------------- Barry Carlyon Freelance Web Developer Freelance Lighting/AV Engineer http://barrycarlyon.co.uk mobile: 07729 048 443 skype: barrycarlyon email: barry at barrycarlyon.co.uk msn: barry at barrycarlyon.co.uk On 24 May 2011, at 15:37, Barry Carlyon wrote: > To follow up. > > I have no idea what I just changed but it is working now. > As in I don't get a fail log type entry now.... > > *confused* > > -------------------------------- > > Barry Carlyon > Freelance Web Developer > Freelance Lighting/AV Engineer > > http://barrycarlyon.co.uk > > mobile: 07729 048 443 > skype: barrycarlyon > email: barry at barrycarlyon.co.uk > msn: barry at barrycarlyon.co.uk > From pfincher at ghs.com Tue May 24 10:50:27 2011 From: pfincher at ghs.com (Paul Fincher) Date: Tue, 24 May 2011 10:50:27 -0400 Subject: [rt-users] Attaching original email to AdminCC Notification Message Message-ID: <046e01cc1a21$ebf29b90$c3d7d2b0$@ghs.com> When a ticket is created I would like to have the original message from the User (requestor), including message headers, attached to the message notifying the AdminCCs of the new ticket. Currently the body is attached via {$Transaction->Content()} but not the email header information. Does anyone know if this is possible? Thanks in advance, Paul This e-mail may contain Green Hills Software Proprietary and Confidential information, and is intended only for the named recipient(s) above. If you have received this message in error, or are not a named recipient(s), you are hereby notified that any dissemination, distribution or copying of this e-mail is strictly prohibited. If you have received this message in error, please immediately notify the sender by return e-mail and delete this e-mail message from your computer. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Tue May 24 11:32:09 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 24 May 2011 11:32:09 -0400 Subject: [rt-users] web UI shifted to the right? Message-ID: <4DDBCF79.40704@kickflop.net> RT 3.8.7 Has anyone noticed a strange shift to the right of the web UI at any point in time? We noticed this last week for the first time after using that instance for months. All of a sudden even the front-page login box is off-centered. Searching the filesystem for modified files shows nothing other than the database and Mason cache. Clearing the Mason cache + restarting does not address the issue. From gleduc at mail.sdsu.edu Tue May 24 11:40:21 2011 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Tue, 24 May 2011 08:40:21 -0700 Subject: [rt-users] web UI shifted to the right? In-Reply-To: <4DDBCF79.40704@kickflop.net> References: <4DDBCF79.40704@kickflop.net> Message-ID: <4DDBD165.6020209@mail.sdsu.edu> Recent browser or OS upgrade? That could affect the processing of css. Gene On 5/24/2011 8:32 AM, Jeff Blaine wrote: > RT 3.8.7 > > Has anyone noticed a strange shift to the right of > the web UI at any point in time? > > We noticed this last week for the first time after > using that instance for months. All of a sudden > even the front-page login box is off-centered. > Searching the filesystem for modified files shows > nothing other than the database and Mason cache. > > Clearing the Mason cache + restarting does not > address the issue. > From yan at seiner.com Tue May 24 11:57:35 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 24 May 2011 08:57:35 -0700 (PDT) Subject: [rt-users] Send email from within RT Message-ID: <7b9d7beffb855b02a2b5bfe11a5babaf.squirrel@mail.seiner.com> We often find ourselves in a position where we need to send email to peopl who are not necessarily CCs or AdminCC. Typically this might be outside parties who review a project we're tracking. I've been looking for a way to do this and found this: http://requesttracker.wikia.com/wiki/AutoreplyOrCorrespondence which is close to what we need but not quite. I really need a way to send an email with the correct RT headers, subject, and from address to arbitrary people at any time within RT. Does anyone know how I could do this? Thanks, --Yan -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From jblaine at kickflop.net Tue May 24 11:59:27 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 24 May 2011 11:59:27 -0400 Subject: [rt-users] web UI shifted to the right? In-Reply-To: <4DDBD165.6020209@mail.sdsu.edu> References: <4DDBCF79.40704@kickflop.net> <4DDBD165.6020209@mail.sdsu.edu> Message-ID: <4DDBD5DF.9030309@kickflop.net> On 5/24/2011 11:40 AM, Gene LeDuc wrote: > Recent browser or OS upgrade? That could affect the processing of css. I wish it was that simple :) This is across many browsers and OSes with no changes there. > > Gene > > On 5/24/2011 8:32 AM, Jeff Blaine wrote: >> RT 3.8.7 >> >> Has anyone noticed a strange shift to the right of >> the web UI at any point in time? >> >> We noticed this last week for the first time after >> using that instance for months. All of a sudden >> even the front-page login box is off-centered. >> Searching the filesystem for modified files shows >> nothing other than the database and Mason cache. >> >> Clearing the Mason cache + restarting does not >> address the issue. >> > From jesse at bestpractical.com Tue May 24 12:00:29 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 24 May 2011 12:00:29 -0400 Subject: [rt-users] Send email from within RT In-Reply-To: <7b9d7beffb855b02a2b5bfe11a5babaf.squirrel@mail.seiner.com> References: <7b9d7beffb855b02a2b5bfe11a5babaf.squirrel@mail.seiner.com> Message-ID: <20110524160028.GZ23069@bestpractical.com> On Tue, May 24, 2011 at 08:57:35AM -0700, Yan Seiner wrote: > We often find ourselves in a position where we need to send email to peopl > who are not necessarily CCs or AdminCC. Typically this might be outside > parties who review a project we're tracking. > I'd recommend using a comment and filling in the one-time-cc field. -j From kyle at avalontel.com Tue May 24 12:11:05 2011 From: kyle at avalontel.com (Kyle Thomas) Date: Tue, 24 May 2011 12:11:05 -0400 Subject: [rt-users] Creating Child ticket in other queue In-Reply-To: <20110524141805.GE15565@jibsheet.com> Message-ID: <0LLP002G5JMHIQ60@mta2.srv.hcvlny.cv.net> Ok its installed and received no errors on installation but yet I don't see extra controls under the links block. I can of course create another ticket but only within the same queue again I am running 4.0.0 Links Depends on : (Create ) Depended on by : (Create ) Parents : (Create ) Children : (Create ) Refers to : (Create ) Referred to by : (Create ) Kyle -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, May 24, 2011 10:18 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Creating Child ticket in other queue On Tue, May 24, 2011 at 09:01:11AM -0400, Kyle Thomas wrote: > How do I apply it .. I am really new to RT Start with the README file http://cpansearch.perl.org/src/RUZ/RT-Extension-SpawnLinkedTicketInQueue-0.0 5/README > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel > Lacour > Sent: Tuesday, May 24, 2011 8:53 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Creating Child ticket in other queue > > On Tue, May 24, 2011 at 08:31:37AM -0400, Kyle Thomas wrote: > > Ok I have searched extensively about how to create a child ticket in a > > different queue then the parent and I have found that ... > > > > just use the following extension: > > http://search.cpan.org/dist/RT-Extension-SpawnLinkedTicketInQueue/ > -------------- next part -------------- An HTML attachment was scrubbed... URL: From n.anastasiou at gmail.com Tue May 24 12:12:22 2011 From: n.anastasiou at gmail.com (nanastasiou) Date: Tue, 24 May 2011 09:12:22 -0700 (PDT) Subject: [rt-users] New RT installation on CentOS Message-ID: <31691158.post@talk.nabble.com> Hi, I've been trying to install RT on a new CentOS Server following this guide. http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome When comes to the EMAIL section I am not sure how to proceed. We don't use exchange but Gmail to handle all our emails. Can I still use Gmail for emails with RT ? Thanks -- View this message in context: http://old.nabble.com/New-RT-installation-on-CentOS-tp31691158p31691158.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From yan at seiner.com Tue May 24 12:29:32 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 24 May 2011 09:29:32 -0700 (PDT) Subject: [rt-users] Send email from within RT In-Reply-To: <20110524160028.GZ23069@bestpractical.com> References: <7b9d7beffb855b02a2b5bfe11a5babaf.squirrel@mail.seiner.com> <20110524160028.GZ23069@bestpractical.com> Message-ID: <6bafd4894540d2f1c61d5f90717f5340.squirrel@mail.seiner.com> On Tue, May 24, 2011 9:00 am, Jesse Vincent wrote: > > > > On Tue, May 24, 2011 at 08:57:35AM -0700, Yan Seiner wrote: >> We often find ourselves in a position where we need to send email to >> peopl >> who are not necessarily CCs or AdminCC. Typically this might be outside >> parties who review a project we're tracking. >> > > I'd recommend using a comment and filling in the one-time-cc field. OK, that makes sense. Is there some way to get autocomplete or a click-fill for the email addresses? Or, better yet, to get Outlook address book access from RT? --Yan -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From jesse at bestpractical.com Tue May 24 12:35:32 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 24 May 2011 12:35:32 -0400 Subject: [rt-users] Send email from within RT In-Reply-To: <6bafd4894540d2f1c61d5f90717f5340.squirrel@mail.seiner.com> References: <7b9d7beffb855b02a2b5bfe11a5babaf.squirrel@mail.seiner.com> <20110524160028.GZ23069@bestpractical.com> <6bafd4894540d2f1c61d5f90717f5340.squirrel@mail.seiner.com> Message-ID: <20110524163532.GD23069@bestpractical.com> On Tue, May 24, 2011 at 09:29:32AM -0700, Yan Seiner wrote: > > On Tue, May 24, 2011 9:00 am, Jesse Vincent wrote: > > > > > > > > On Tue, May 24, 2011 at 08:57:35AM -0700, Yan Seiner wrote: > >> We often find ourselves in a position where we need to send email to > >> peopl > >> who are not necessarily CCs or AdminCC. Typically this might be outside > >> parties who review a project we're tracking. > >> > > > > I'd recommend using a comment and filling in the one-time-cc field. > > > OK, that makes sense. Is there some way to get autocomplete or a > click-fill for the email addresses? Or, better yet, to get Outlook > address book access from RT? Yes. What version of RT are you running? From yan at seiner.com Tue May 24 12:48:37 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 24 May 2011 09:48:37 -0700 (PDT) Subject: [rt-users] Send email from within RT In-Reply-To: <6bafd4894540d2f1c61d5f90717f5340.squirrel@mail.seiner.com> References: <7b9d7beffb855b02a2b5bfe11a5babaf.squirrel@mail.seiner.com> <20110524160028.GZ23069@bestpractical.com> <6bafd4894540d2f1c61d5f90717f5340.squirrel@mail.seiner.com> Message-ID: <3eeb0c1e1ea24441a81a63aaf043d551.squirrel@mail.seiner.com> On Tue, May 24, 2011 9:29 am, Yan Seiner wrote: > > On Tue, May 24, 2011 9:00 am, Jesse Vincent wrote: >> >> >> >> On Tue, May 24, 2011 at 08:57:35AM -0700, Yan Seiner wrote: >>> We often find ourselves in a position where we need to send email to >>> peopl >>> who are not necessarily CCs or AdminCC. Typically this might be >>> outside >>> parties who review a project we're tracking. >>> >> >> I'd recommend using a comment and filling in the one-time-cc field. > > > OK, that makes sense. Is there some way to get autocomplete or a > click-fill for the email addresses? Or, better yet, to get Outlook > address book access from RT? OK, got it. http://search.cpan.org/~nchuche/RTx-EmailCompletion-0.06/lib/RTx/EmailCompletion.pm --Yan -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From yan at seiner.com Tue May 24 13:04:59 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 24 May 2011 10:04:59 -0700 (PDT) Subject: [rt-users] Send email from within RT In-Reply-To: <20110524163532.GD23069@bestpractical.com> References: <7b9d7beffb855b02a2b5bfe11a5babaf.squirrel@mail.seiner.com> <20110524160028.GZ23069@bestpractical.com> <6bafd4894540d2f1c61d5f90717f5340.squirrel@mail.seiner.com> <20110524163532.GD23069@bestpractical.com> Message-ID: On Tue, May 24, 2011 9:35 am, Jesse Vincent wrote: > > > > On Tue, May 24, 2011 at 09:29:32AM -0700, Yan Seiner wrote: >> >> On Tue, May 24, 2011 9:00 am, Jesse Vincent wrote: >> > >> > >> > >> > On Tue, May 24, 2011 at 08:57:35AM -0700, Yan Seiner wrote: >> >> We often find ourselves in a position where we need to send email to >> >> peopl >> >> who are not necessarily CCs or AdminCC. Typically this might be >> outside >> >> parties who review a project we're tracking. >> >> >> > >> > I'd recommend using a comment and filling in the one-time-cc field. >> >> >> OK, that makes sense. Is there some way to get autocomplete or a >> click-fill for the email addresses? Or, better yet, to get Outlook >> address book access from RT? > > Yes. What version of RT are you running? 3.8.10. I did find an autocomplete extension here: http://search.cpan.org/~nchuche/RTx-EmailCompletion-0.06/lib/RTx/EmailCompletion.pm and I have it installed and running but Outlook integration would be outstanding. --Yan -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From mark.jenks at iodincorporated.com Tue May 24 12:24:36 2011 From: mark.jenks at iodincorporated.com (Mark Jenks) Date: Tue, 24 May 2011 16:24:36 +0000 Subject: [rt-users] New RT installation on CentOS In-Reply-To: <31691158.post@talk.nabble.com> References: <31691158.post@talk.nabble.com> Message-ID: <85D233D4F98C0B4C9D1AE2DB22C2C9DB0DB8DD20@Gbay-Exchange01.imcwi.com> You would have to enable pop on gmail, and setup fetchmail. http://requesttracker.wikia.com/wiki/POP3Mailgate -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of nanastasiou Sent: Tuesday, May 24, 2011 11:12 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] New RT installation on CentOS Hi, I've been trying to install RT on a new CentOS Server following this guide. http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome When comes to the EMAIL section I am not sure how to proceed. We don't use exchange but Gmail to handle all our emails. Can I still use Gmail for emails with RT ? Thanks -- View this message in context: http://old.nabble.com/New-RT-installation-on-CentOS-tp31691158p31691158.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Electronic Privacy Notice. This e-mail, and any attachments, contains information that is, or may be, covered by electronic communications privacy laws, and is also confidential and proprietary in nature. If you are not the intended recipient, please be advised that you are legally prohibited from retaining, using, copying, distributing, or otherwise disclosing this information in any manner. Instead, please reply to the sender that you have received this communication in error, and then immediately delete it. Thank you in advance for your cooperation From kyle at avalontel.com Tue May 24 13:18:22 2011 From: kyle at avalontel.com (Kyle Thomas) Date: Tue, 24 May 2011 13:18:22 -0400 Subject: [rt-users] Creating Child ticket in other queue In-Reply-To: <0LLP002G5JMHIQ60@mta2.srv.hcvlny.cv.net> Message-ID: <0LLP00BJSMQMEPR0@mta5.srv.hcvlny.cv.net> Disregard Got this working Thanks for your help! Kyle Thomas _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kyle Thomas Sent: Tuesday, May 24, 2011 12:11 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Creating Child ticket in other queue Ok its installed and received no errors on installation but yet I don't see extra controls under the links block. I can of course create another ticket but only within the same queue again I am running 4.0.0 Links Depends on : (Create ) Depended on by : (Create ) Parents : (Create ) Children : (Create ) Refers to : (Create ) Referred to by : (Create ) Kyle -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, May 24, 2011 10:18 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Creating Child ticket in other queue On Tue, May 24, 2011 at 09:01:11AM -0400, Kyle Thomas wrote: > How do I apply it .. I am really new to RT Start with the README file http://cpansearch.perl.org/src/RUZ/RT-Extension-SpawnLinkedTicketInQueue-0.0 5/README > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel > Lacour > Sent: Tuesday, May 24, 2011 8:53 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Creating Child ticket in other queue > > On Tue, May 24, 2011 at 08:31:37AM -0400, Kyle Thomas wrote: > > Ok I have searched extensively about how to create a child ticket in a > > different queue then the parent and I have found that ... > > > > just use the following extension: > > http://search.cpan.org/dist/RT-Extension-SpawnLinkedTicketInQueue/ > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rsullivan at peerlessnetwork.com Tue May 24 15:00:51 2011 From: rsullivan at peerlessnetwork.com (Sullivan, Rob) Date: Tue, 24 May 2011 15:00:51 -0400 Subject: [rt-users] scrip to change subject for tickets created w/rt-mailgate Message-ID: <0F6368FDCEAC4F4899E0067FA95E3FA90C2728D1@mse5be2.mse5.exchange.ms> 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 From falcone at bestpractical.com Tue May 24 15:01:55 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 24 May 2011 15:01:55 -0400 Subject: [rt-users] Send email from within RT In-Reply-To: References: <7b9d7beffb855b02a2b5bfe11a5babaf.squirrel@mail.seiner.com> <20110524160028.GZ23069@bestpractical.com> <6bafd4894540d2f1c61d5f90717f5340.squirrel@mail.seiner.com> <20110524163532.GD23069@bestpractical.com> Message-ID: <20110524190155.GF15565@jibsheet.com> > > 3.8.10. I did find an autocomplete extension here: > > http://search.cpan.org/~nchuche/RTx-EmailCompletion-0.06/lib/RTx/EmailCompletion.pm > > and I have it installed and running but Outlook integration would be > outstanding. Look into RTx-EmailCompletion's LDAP integration and have it search your AD install. -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 Tue May 24 16:34:54 2011 From: mike.johnson at nosm.ca (Mike Johnson) Date: Tue, 24 May 2011 16:34:54 -0400 Subject: [rt-users] RTx::EmailCompletion - LDAP setup error and RDBMS not disabling Message-ID: Hi all, Thanks to Kevin for pointing out the EmailCompletion extension. I had a user ask me if I could do this and I hadn't had time to look for it, rt-users list saved me that time! I installed it and got it running, works great with default setup. I'm attempting the LDAP setup and want it NOT to search RT's list(got a bunch of junk emails I don't want anyone to ever use). Here is my config settings... Set($EmailCompletionLdapServer, 'XX.XX.XX.XX'); Set($EmailCompletionLdapBase, 'dc=mydomain,dc=local'); Set($EmailCompletionLdapUser, 'svc_rt'); #Set($EmailCompletionLdapUser, 'cn=service rt,ou=Users,dc=mydomain,dc=local'); Set($EmailCompletionLdapPass, '**************'); Set($EmailCompletionLdapFilter, '(objectClass=person)'); Set($EmailCompletionLdapAttrSearch, [qw/mail cn/]); Set($EmailCompletionLdapAttrShow, "mail"); Set($EmailCompletionLdapMinLength, 4); Set($EmailCompletionRdmbsDisable, 1); I have 2 issues I'm seeing now 1. the EmailCompletionRdmbsDisable doesn't seem to effect the lookup on RT's database. In the debug logs I see this [Tue May 24 19:30:01 2011] [debug]: SELECT DISTINCT main.* FROM Users main JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) WHERE (main.EmailAddress LIKE '%lori%') AND (Principals_1.PrincipalType = 'User') ORDER BY main.Name ASC (/opt/rt3/local/plugins/RTx-EmailCompletion/lib/RTx/EmailCompletion.pm:23) It's still searching RT's database. Now this could be linked to if the LDAP is successful or not... but I would think the LDAP search would show up at least? 2. My LDAP bind fails with the setup above. I get a bind error(below) [Tue May 24 19:30:01 2011] [crit]: Unable to bind to XX.XX.XX.XX: LDAP_INVALID_CREDENTIALS (/opt/rt3/local/plugins/RTx-EmailCompletion/lib/RTx/EmailCompletion/Ldap.pm:24) I put in distinguishedName, as that's what ExternalAuth uses as well. I ran another test now nothing shows up in the error log... so I guess it's binding... but it still doesn't show any results from my LDAP in the popup list, only the ones from RT's database. I also ensured there wasn't a limit on size of the popup and searched for something that only has 1 result from both RT and LDAP databases. Any thoughts? -- 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 Albert.Shih at obspm.fr Tue May 24 17:05:45 2011 From: Albert.Shih at obspm.fr (Albert Shih) Date: Tue, 24 May 2011 23:05:45 +0200 Subject: [rt-users] How you manage cc. In-Reply-To: References: <20110516094655.GA99429@obspm.fr> Message-ID: <20110524210545.GH62596@obspm.fr> Le 17/05/2011 ? 09:38:14-0400, Mike Johnson a ?crit > Albert is actually referring to the email that creates the ticket. Sorry for my long silence (vacations ;-) ) > John Doe types up an email... > > > To: rt > Cc: myboss, hisboss, cio, cao, cfo, grandma, grandpa, thedogdownthestreet > Subject: my computer is broken > Body: yup it's broken > > myboss receives 1 or more emails(depending on your scrip setup) > > The one Albert is saying he gets replies from is > > From:John Doe > To: rt > Cc: myboss,hisboss,cio,cao,cfo,grandma,grandpa,thedogdownthestreet > Subject: My computer is broken > > > myboss hits "reply-all" on this email... this creates a new ticket in RT. > There is no way for RT to know that the email from John Doe, and the follow > email from myboss are actually all in 1 ticket. > > Now... think down the road, say myboss's reply-all is to hisboss, and hisboss > hits reply-all to myboss and asks the cio,cao, AND cfo a question each... and > they reply-all to that email. > > All this communication is being sent to rt, as emails without any [rt#number] > in the subject... and each email creates a new duplicate ticket that all needs > to be merged in the end... > > My above example will create 7 tickets... each with 1 correspondence > transaction that should all be in 1 ticket.... a nightmare to manage... > Exactly. > The only thing my brain can think of besides education of the users... It's not only education it's also I don't have any solution for : To : support (manage by rt) cc : my_college Inside the IT-Team we using command-by-email and use AddCc: but that's not a option for the users. So beside the web interface (maybe it's the good solution) I don't see any solution for that. Thanks a lot 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: mar 24 mai 2011 23:02:24 CEST From Albert.Shih at obspm.fr Tue May 24 17:08:53 2011 From: Albert.Shih at obspm.fr (Albert Shih) Date: Tue, 24 May 2011 23:08:53 +0200 Subject: [rt-users] How you manage cc. In-Reply-To: References: <20110516094655.GA99429@obspm.fr> Message-ID: <20110524210853.GI62596@obspm.fr> Le 17/05/2011 ? 10:05:49-0700, Kenneth Crocker a ?crit > Mike, > > Actually, if their RT Queue is set up to send notifications to the Cc's, then > the second email WILL include the ticket number and a comment that a ticket has > been created. THAT template should include a comment for the Cc's to NOT use > Reply all on the former email or to only reply to the RT email. I know it is > not foolproof, after all, how many users actually READ their email, but it > works for us about 95% of the time. Thanks for the tips. But for our users generally the sort in the MTA is ?by date and thread? so the first mail should be the first mail (not from RT). And most of the time the other user don't read the second mail, first they going to answer the first mail. 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: mar 24 mai 2011 23:06:56 CEST From ruz at bestpractical.com Tue May 24 17:20:30 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 25 May 2011 01:20:30 +0400 Subject: [rt-users] How you manage cc. In-Reply-To: <20110524210853.GI62596@obspm.fr> References: <20110516094655.GA99429@obspm.fr> <20110524210853.GI62596@obspm.fr> Message-ID: Hi, Here is an idea to consider. Trick MTAs into suppressing recipients in case RT gets email. May be at the end it would be trickier than just that. It might work and help with users who send emails via inhouse servers. On Wed, May 25, 2011 at 1:08 AM, Albert Shih wrote: > ?Le 17/05/2011 ? 10:05:49-0700, Kenneth Crocker a ?crit >> Mike, >> >> Actually, if their RT Queue is set up to send notifications to the Cc's, then >> the second email WILL include the ticket number and a comment that a ticket has >> been created. THAT template should include a comment for the Cc's to NOT use >> Reply all on the former email or to only reply to the RT email. I know it is >> not foolproof, after all, how many users actually READ their email, but it >> works for us about 95% of the time. > > Thanks for the tips. > > But for our users generally the sort in the MTA is ?by date and thread? so the first > mail should be the first mail (not from RT). > > And most of the time the other user don't read the second mail, first they > going to answer the first mail. > > 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: > mar 24 mai 2011 23:06:56 CEST > -- Best regards, Ruslan. From Albert.Shih at obspm.fr Tue May 24 17:25:39 2011 From: Albert.Shih at obspm.fr (Albert Shih) Date: Tue, 24 May 2011 23:25:39 +0200 Subject: [rt-users] How you manage cc. In-Reply-To: References: <20110516094655.GA99429@obspm.fr> <20110524210853.GI62596@obspm.fr> Message-ID: <20110524212539.GA62729@obspm.fr> Le 25/05/2011 ? 01:20:30+0400, Ruslan Zakirov a ?crit Hi, > > Here is an idea to consider. Trick MTAs into suppressing recipients in Wouah...that's nuclar-bomb solution ;-) I'm not sure I'm ready for this kind of solution ;-) > case RT gets email. May be at the end it would be trickier than just > that. It might work and help with users who send emails via inhouse > servers. event in this case how can I tell RT to add the other recipients to the CC(in RT meaning ? ). > >> Actually, if their RT Queue is set up to send notifications to the Cc's, then > >> the second email WILL include the ticket number and a comment that a ticket has > >> been created. THAT template should include a comment for the Cc's to NOT use > >> Reply all on the former email or to only reply to the RT email. I know it is > >> not foolproof, after all, how many users actually READ their email, but it > >> works for us about 95% of the time. Best 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: mar 24 mai 2011 23:23:27 CEST From yan at seiner.com Tue May 24 17:30:39 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 24 May 2011 14:30:39 -0700 (PDT) Subject: [rt-users] Sending attachments as links Message-ID: <63eb6475732956a500d7996f43bffcbd.squirrel@mail.seiner.com> We're using RT to manage construction jobs. Right now, every time someone adds an attachment, RT generates an email with the attachment to the AdminCCs. This is giving us headaches; some of our attachments are 20MB and this gives email systems fits. Is it possible to change the template to send the body of the message, and replace the attachments with links to them? Or, failing that, just replace the attachment with a text string telling the recipient to look at the ticket? -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From ruz at bestpractical.com Tue May 24 17:35:55 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 25 May 2011 01:35:55 +0400 Subject: [rt-users] How you manage cc. In-Reply-To: <20110524212539.GA62729@obspm.fr> References: <20110516094655.GA99429@obspm.fr> <20110524210853.GI62596@obspm.fr> <20110524212539.GA62729@obspm.fr> Message-ID: On Wed, May 25, 2011 at 1:25 AM, Albert Shih wrote: > ?Le 25/05/2011 ? 01:20:30+0400, Ruslan Zakirov a ?crit > Hi, > >> >> Here is an idea to consider. Trick MTAs into suppressing recipients in > > Wouah...that's nuclar-bomb solution ;-) I'm not sure I'm ready for this > kind of solution ;-) Yep, it's radical. Smart usage of "In-Reply-To" and "References" headers to tie incoming message to a ticket is less painful and safer. >> case RT gets email. May be at the end it would be trickier than just >> that. It might work and help with users who send emails via inhouse >> servers. > > event in this case how can I tell RT to add the other recipients to the CC(in > RT meaning ? ). Option called ParseNewMessagesForTicketCcs (or something very close). Wiki has info on extending functionality to work on follow up messages (replies and comments). >> >> Actually, if their RT Queue is set up to send notifications to the Cc's, then >> >> the second email WILL include the ticket number and a comment that a ticket has >> >> been created. THAT template should include a comment for the Cc's to NOT use >> >> Reply all on the former email or to only reply to the RT email. I know it is >> >> not foolproof, after all, how many users actually READ their email, but it >> >> works for us about 95% of the time. > > Best 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: > mar 24 mai 2011 23:23:27 CEST > -- Best regards, Ruslan. From ruz at bestpractical.com Tue May 24 17:41:43 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 25 May 2011 01:41:43 +0400 Subject: [rt-users] scrip to change subject for tickets created w/rt-mailgate In-Reply-To: <0F6368FDCEAC4F4899E0067FA95E3FA90C2728D1@mse5be2.mse5.exchange.ms> References: <0F6368FDCEAC4F4899E0067FA95E3FA90C2728D1@mse5be2.mse5.exchange.ms> Message-ID: 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 ruz at bestpractical.com Tue May 24 17:48:32 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 25 May 2011 01:48:32 +0400 Subject: [rt-users] Sending attachments as links In-Reply-To: <63eb6475732956a500d7996f43bffcbd.squirrel@mail.seiner.com> References: <63eb6475732956a500d7996f43bffcbd.squirrel@mail.seiner.com> Message-ID: http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail On Wed, May 25, 2011 at 1:30 AM, Yan Seiner wrote: > We're using RT to manage construction jobs. ?Right now, every time someone > adds an attachment, RT generates an email with the attachment to the > AdminCCs. ?This is giving us headaches; some of our attachments are 20MB > and this gives email systems fits. > > Is it possible to change the template to send the body of the message, and > replace the attachments with links to them? ?Or, failing that, just > replace the attachment with a text string telling the recipient to look at > the ticket? > > > -- > My daughter is racing a triathlon to raise money for her swim club. ?Want > to help? > > http://akari.seiner.com > > > -- Best regards, Ruslan. From ruz at bestpractical.com Tue May 24 17:50:47 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 25 May 2011 01:50:47 +0400 Subject: [rt-users] Attaching original email to AdminCC Notification Message In-Reply-To: <046e01cc1a21$ebf29b90$c3d7d2b0$@ghs.com> References: <046e01cc1a21$ebf29b90$c3d7d2b0$@ghs.com> Message-ID: Not exactly, but very close: { $Transaction->ContentObj->Headers } On Tue, May 24, 2011 at 6:50 PM, Paul Fincher wrote: > ?? When a ticket is created I would like to have the original message from > the User (requestor), including message headers, attached to the message > notifying the AdminCCs of the new ticket.? ?Currently the body is attached > via {$Transaction->Content()} but not the email header information. ?Does > anyone know if this is possible? > > > > Thanks in advance, > > Paul > > This e-mail may contain Green Hills Software Proprietary and Confidential > information, and is intended only for the named recipient(s) above. If you > have received this message in error, or are not a named recipient(s), you > are hereby notified that any dissemination, distribution or copying of this > e-mail is strictly prohibited. ?If you have received this message in error, > please immediately notify the sender by return e-mail and delete this e-mail > message from your computer. ?Thank you. > > -- Best regards, Ruslan. From ruz at bestpractical.com Tue May 24 17:55:50 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 25 May 2011 01:55:50 +0400 Subject: [rt-users] Scrip help In-Reply-To: <43438893-0375-4DE0-B3A4-5D8CCAD951DF@barrycarlyon.co.uk> References: <43438893-0375-4DE0-B3A4-5D8CCAD951DF@barrycarlyon.co.uk> Message-ID: Hi, When you work on a scrip in a file, you either use DevelMode or restart web server every time you change the file. DevelMode helps in most cases, but not always. If you see some error you don't understand and DevelMode is enabled, try server restart, error may be different after that and make sense. On Tue, May 24, 2011 at 6:45 PM, Barry Carlyon wrote: > Seems that my RT is compiling scrips and apache restart rather than at Run time.... > > Now I'm even more confused as this is not mentioned in the wiki.... > > -------------------------------- > > Barry Carlyon > Freelance Web Developer > Freelance Lighting/AV Engineer > > http://barrycarlyon.co.uk > > mobile: 07729 048 443 > skype: barrycarlyon > email: barry at barrycarlyon.co.uk > msn: barry at barrycarlyon.co.uk > > On 24 May 2011, at 15:37, Barry Carlyon wrote: > >> To follow up. >> >> I have no idea what I just changed but it is working now. >> As in I don't get a fail log type entry now.... >> >> *confused* >> >> -------------------------------- >> >> Barry Carlyon >> Freelance Web Developer >> Freelance Lighting/AV Engineer >> >> http://barrycarlyon.co.uk >> >> mobile: 07729 048 443 >> skype: barrycarlyon >> email: barry at barrycarlyon.co.uk >> msn: barry at barrycarlyon.co.uk >> > > -- Best regards, Ruslan. From yan at seiner.com Tue May 24 19:26:30 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 24 May 2011 16:26:30 -0700 (PDT) Subject: [rt-users] Sending attachments as links In-Reply-To: References: <63eb6475732956a500d7996f43bffcbd.squirrel@mail.seiner.com> Message-ID: <5450a4cf8302aafb4afae09b258755b6.squirrel@mail.seiner.com> I did that. I now get the links but I still get the attachments. >From the docs, Transaction->content should only attach the mime/text part. When I take that out, I get no text but I still get the attachments. What is attaching the attachemnts? 3.8.10 On Tue, May 24, 2011 2:48 pm, Ruslan Zakirov wrote: > http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail > > On Wed, May 25, 2011 at 1:30 AM, Yan Seiner wrote: >> We're using RT to manage construction jobs. ?Right now, every time >> someone >> adds an attachment, RT generates an email with the attachment to the >> AdminCCs. ?This is giving us headaches; some of our attachments are 20MB >> and this gives email systems fits. >> >> Is it possible to change the template to send the body of the message, >> and >> replace the attachments with links to them? ?Or, failing that, just >> replace the attachment with a text string telling the recipient to look >> at >> the ticket? >> >> >> -- >> My daughter is racing a triathlon to raise money for her swim club. >> ?Want >> to help? >> >> http://akari.seiner.com >> >> >> > > > > -- > Best regards, Ruslan. > > !DSPAM:4ddc2f06299341804284693! > > -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From yan at seiner.com Tue May 24 19:26:36 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 24 May 2011 16:26:36 -0700 (PDT) Subject: [rt-users] Sending attachments as links In-Reply-To: References: <63eb6475732956a500d7996f43bffcbd.squirrel@mail.seiner.com> Message-ID: I did that. I now get the links but I still get the attachments. >From the docs, Transaction->content should only attach the mime/text part. When I take that out, I get no text but I still get the attachments. What is attaching the attachemnts? 3.8.10 On Tue, May 24, 2011 2:48 pm, Ruslan Zakirov wrote: > http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail > > On Wed, May 25, 2011 at 1:30 AM, Yan Seiner wrote: >> We're using RT to manage construction jobs. ?Right now, every time >> someone >> adds an attachment, RT generates an email with the attachment to the >> AdminCCs. ?This is giving us headaches; some of our attachments are 20MB >> and this gives email systems fits. >> >> Is it possible to change the template to send the body of the message, >> and >> replace the attachments with links to them? ?Or, failing that, just >> replace the attachment with a text string telling the recipient to look >> at >> the ticket? >> >> >> -- >> My daughter is racing a triathlon to raise money for her swim club. >> ?Want >> to help? >> >> http://akari.seiner.com >> >> >> > > > > -- > Best regards, Ruslan. > > !DSPAM:4ddc2f06299341804284693! > > -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From yan at seiner.com Tue May 24 19:41:31 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 24 May 2011 16:41:31 -0700 (PDT) Subject: [rt-users] Sending attachments as links In-Reply-To: References: <63eb6475732956a500d7996f43bffcbd.squirrel@mail.seiner.com> Message-ID: <0fae9f030a900a842ffb25d3225d29c0.squirrel@mail.seiner.com> HA! The template has RT-Attach-Message: yes change that to RT-Attach-Message: no and no more attachments. POOF! (OK, probably obvious to all you seasoned hands but us newbies struggle with the basics.) On Tue, May 24, 2011 4:26 pm, Yan Seiner wrote: > I did that. I now get the links but I still get the attachments. > >>From the docs, Transaction->content should only attach the mime/text >> part.. > When I take that out, I get no text but I still get the attachments. > What is attaching the attachemnts? > > 3.8.10 > > On Tue, May 24, 2011 2:48 pm, Ruslan Zakirov wrote: >> http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail >> >> On Wed, May 25, 2011 at 1:30 AM, Yan Seiner wrote: >>> We're using RT to manage construction jobs. ?Right now, every time >>> someone >>> adds an attachment, RT generates an email with the attachment to the >>> AdminCCs. ?This is giving us headaches; some of our attachments are >>> 20MB >>> and this gives email systems fits. >>> >>> Is it possible to change the template to send the body of the message, >>> and >>> replace the attachments with links to them? ?Or, failing that, just >>> replace the attachment with a text string telling the recipient to look >>> at >>> the ticket? >>> >>> >>> -- >>> My daughter is racing a triathlon to raise money for her swim club. >>> ?Want >>> to help? >>> >>> http://akari.seiner.com >>> >>> >>> >> >> >> >> -- >> Best regards, Ruslan. >> >> >> >> > > > -- > My daughter is racing a triathlon to raise money for her swim club. Want > to help? > > http://akari.seiner.com > > > > !DSPAM:4ddc3f0028351061887518! > > -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From MarkRoedel at letu.edu Tue May 24 22:11:57 2011 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Wed, 25 May 2011 02:11:57 +0000 Subject: [rt-users] RTx::EmailCompletion - LDAP setup error and RDBMS not disabling In-Reply-To: Message-ID: Might $EmailCompletionRdbmsDisable be the variable you want here? From: Mike Johnson > Date: Tue, 24 May 2011 16:34:54 -0400 To: > Subject: [rt-users] RTx::EmailCompletion - LDAP setup error and RDBMS not disabling Set($EmailCompletionRdmbsDisable, 1); I have 2 issues I'm seeing now 1. the EmailCompletionRdmbsDisable doesn't seem to effect the lookup on RT's database. In the debug logs I see this [Tue May 24 19:30:01 2011] [debug]: SELECT DISTINCT main.* FROM Users main JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) WHERE (main.EmailAddress LIKE '%lori%') AND (Principals_1.PrincipalType = 'User') ORDER BY main.Name ASC (/opt/rt3/local/plugins/RTx-EmailCompletion/lib/RTx/EmailCompletion.pm:23) It's still searching RT's database. Now this could be linked to if the LDAP is successful or not... but I would think the LDAP search would show up at least? From asanka_gunasekera at yahoo.co.uk Wed May 25 00:04:53 2011 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Wed, 25 May 2011 05:04:53 +0100 (BST) Subject: [rt-users] RT - Oracle db authentication as secondary methode Message-ID: <682961.85973.qm@web29005.mail.ird.yahoo.com> Hi all, I am trying o configure RT-Authen-ExternalAuth, as per the documentation with this I can see you can have more than one mode of authentication (LDAP, DB etc). Now my LDAP (AD) integration is fine, but what my issue now is to get RT to authenticate against Oracle DB as its secondary authentication method, and I am lost with this. Following are my system details OS ? Redhat 5.4 (64bit) Oracle ? 10g2 (64bit) RT - 3.8.8 Perl - v5.12.2) Modules which are loaded: DBD::Oracle DBI I have done the following configuration Set($ExternalAuthPriority, [ 'My_LDAP', 'My_Oracle' ]); Set($ExternalInfoPriority, [ 'My_LDAP', 'My_Oracle' ]); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { # AN EXAMPLE DB SERVICE 'My_Oracle' => { ## GENERIC SECTION # The type of service (db/ldap/cookie) 'type' => 'db', # The server hosting the service 'server' => localhost, ## SERVICE-SPECIFIC SECTION # The database name 'database' => 'RT', # The database table 'table' => 'USERS', # The user to connect to the database as 'user' => 'rtdb1', # The password to use to connect with 'pass' => 'rtdb1secret', # The port to use to connect with (e.g. 3306) 'port' => '1521', # The name of the Perl DBI driver to use (e.g. mysql) 'dbi_driver' => 'Oracle', # The field in the table that holds usernames 'u_field' => 'NAME', # The field in the table that holds passwords 'p_field' => 'PASSWORD', # The Perl package & subroutine used to encrypt passwords # e.g. if the passwords are stored using the MySQL v3.23 "PASSWORD" # function, then you will need Crypt::MySQL::password, but for the # MySQL4+ password function you will need Crypt::MySQL::password41 # Alternatively, you could use Digest::MD5::md5_hex or any other # encryption subroutine you can load in your perl installation 'p_enc_pkg' => 'Crypt::MySQL', 'p_enc_sub' => 'password', # If your p_enc_sub takes a salt as a second parameter, # uncomment this line to add your salt #'p_salt' => 'SALT', # # The field and values in the table that determines if a user should # be disabled. For example, if the field is 'user_status' and the values # are ['0','1','2','disabled'] then the user will be disabled if their # user_status is set to '0','1','2' or the string 'disabled'. # Otherwise, they will be considered enabled. 'd_field' => 'disabled', 'd_values' => ['0'], ## RT ATTRIBUTE MATCHING SECTION # The list of RT attributes that uniquely identify a user 'attr_match_list' => [ 'GECOS', 'NAME' ], # The mapping of RT attributes on to field names 'attr_map' => { 'Name' => 'NAME', 'EmailAddress' => 'EMAILADDRESS', 'ExternalAuthId' => 'NAME', 'Gecos' => 'GECOS' } }, # AN EXAMPLE LDAP SERVICE 'My_LDAP' => { ## GENERIC SECTION # The type of service (db/ldap/cookie) 'type' => 'ldap', ??????????????????. With the above configuration, when I try to login to RT the IE displays following message. DBI connect('database=RT;host=myhost.exampal.com;port=1521','rtdb1',...) failed: Can't connect using this syntax without specifying a HOST and one of SID INSTANCE_NAME SERVER SERVICE_NAME at /usr/local/rt-3.8.8-ora/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm line 440 Thanks and Best Reagards -------------- next part -------------- An HTML attachment was scrubbed... URL: From Avenger1 at atlas.sk Wed May 25 02:26:29 2011 From: Avenger1 at atlas.sk (Miroslav Horvath) Date: Tue, 24 May 2011 23:26:29 -0700 (PDT) Subject: [rt-users] Attachments in Resolution email In-Reply-To: References: <31661517.post@talk.nabble.com> Message-ID: <31696328.post@talk.nabble.com> Hi Russlan I'm not the programmer, so I'm not very famous with the codes in the 2nd link you've provided. But if you remember, we have bough a single contract in the past for helping us with some incident within company (EON.IT Slovakia - Viktor Franik was the technician on our side) But, we need to have all 3 buttons: Comment, Reply, Resolve within ticket. Comment - using for internal comments within ticket, works with attachment. Reply - when contacting the user without closing ticket, works with attachment. Resolve - closing ticket with a resolution message (we need to have here also attachments). The email templates for Reply and Resolve are different. So if you can navigate me, what to do, to make possible that attachments will be send also with Resolve email template. Ruslan Zakirov-2 wrote: > > Hi, > > See the following in FAQ: > The 'resolve' Transaction has no content > http://requesttracker.wikia.com/wiki/FAQ > > May be you just need reply on resolve, not comment: > http://requesttracker.wikia.com/wiki/ResolveSendsReply > > In the last case requestors recieve reply and everything attached to it. > > On Fri, May 20, 2011 at 9:43 AM, Miroslav Horvath > wrote: >> >> Hello >> >> I want to ask for help. We are running RT version 3.8.4 and we have >> problem, >> that attachments are not sent out with "resolution" emails. They only >> work >> when you make Reply from the ticket. >> >> But in more cases we need this option, that when some support agent is >> closing ticket(RESOLVE), he needs to send with that email also some >> attachment, and here it doesnt work. Is there any kind of hint or fix ? >> >> Q2: Is this needs added in version 4.0 ? >> >> BR, Miroslav >> -- >> View this message in context: >> http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html >> Sent from the Request Tracker - User mailing list archive at Nabble.com. >> >> > > > > -- > Best regards, Ruslan. > > -- View this message in context: http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31696328.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From robert.wysocki at contium.pl Wed May 25 03:03:52 2011 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Wed, 25 May 2011 09:03:52 +0200 Subject: [rt-users] Indexed FTS with RT 4.0.1 and pgsql 8.3.9 doesn't work Message-ID: <1306307032.6009.7.camel@rmwysocki> Hi there, After enabling indexed FTS and setting up the fulltext index I run rt-fulltext-indexer and after few seconds it trew an error: Can't call method "id" without a package or object reference at ./rt-fulltext-indexer line 399. Fulltext searches return nothing, quering the database with: select * from attachements where content like '%something%"; works fine. Any suggestions? Regards, -- Robert Wysocki CONTIUM S.A., http://www.contium.pl From bjoern.schulz at desy.de Wed May 25 04:39:51 2011 From: bjoern.schulz at desy.de (=?ISO-8859-15?Q?Bj=F6rn_Schulz?=) Date: Wed, 25 May 2011 10:39:51 +0200 Subject: [rt-users] Upgrade 3.8.7 to 4.0.1rc1 on a new box Message-ID: <4DDCC057.2000308@desy.de> Hi! I want to check out the new rt4 with my production data. I've a 3.8.7 production system and a new rt4.0.1rc1. My question is how can I recover a 3.8.7 backup on a 4.0.1 box. Thanks, Bj?rn From n.anastasiou at gmail.com Wed May 25 05:11:13 2011 From: n.anastasiou at gmail.com (nanastasiou) Date: Wed, 25 May 2011 02:11:13 -0700 (PDT) Subject: [rt-users] New RT installation on CentOS In-Reply-To: <85D233D4F98C0B4C9D1AE2DB22C2C9DB0DB8DD20@Gbay-Exchange01.imcwi.com> References: <31691158.post@talk.nabble.com> <85D233D4F98C0B4C9D1AE2DB22C2C9DB0DB8DD20@Gbay-Exchange01.imcwi.com> Message-ID: <31697173.post@talk.nabble.com> Thank you. Any idea what I need to change below to configure it with gmail ? # .fetchmailrc poll mail.yourdomain.com proto pop3: username rt password ***** mda "/path/to/perl \ /path/to/rt-mailgate --url http://localhost/ \ --queue general --action correspond" Mark Jenks-2 wrote: > > You would have to enable pop on gmail, and setup fetchmail. > > http://requesttracker.wikia.com/wiki/POP3Mailgate > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of nanastasiou > Sent: Tuesday, May 24, 2011 11:12 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] New RT installation on CentOS > > > Hi, > > I've been trying to install RT on a new CentOS Server following this > guide. > http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome > http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome > > When comes to the EMAIL section I am not sure how to proceed. We don't use > exchange but Gmail to handle all our emails. Can I still use Gmail for > emails with RT ? Thanks > > -- > View this message in context: > http://old.nabble.com/New-RT-installation-on-CentOS-tp31691158p31691158.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > Electronic Privacy Notice. This e-mail, and any attachments, contains > information that is, or may be, covered by electronic communications > privacy > > laws, and is also confidential and proprietary in nature. If you are not > the intended recipient, please be advised that you are legally prohibited > from > > retaining, using, copying, distributing, or otherwise disclosing this > information in any manner. Instead, please reply to the sender that you > have > > received this communication in error, and then immediately delete it. > Thank you in advance for your cooperation > > -- View this message in context: http://old.nabble.com/New-RT-installation-on-CentOS-tp31691158p31697173.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alexmv at bestpractical.com Wed May 25 09:08:50 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 25 May 2011 09:08:50 -0400 Subject: [rt-users] Indexed FTS with RT 4.0.1 and pgsql 8.3.9 doesn't work In-Reply-To: <1306307032.6009.7.camel@rmwysocki> References: <1306307032.6009.7.camel@rmwysocki> Message-ID: <1306328930.9112.112.camel@kohr-ah> On Wed, 2011-05-25 at 09:03 +0200, Robert Wysocki wrote: > [snip] Since 4.0.1 isn't released yet, I presume you mean 4.0.1rc1. > After enabling indexed FTS and setting up the fulltext index I run > rt-fulltext-indexer and after few seconds it threw an error: > Can't call method "id" without a package or object reference > at ./rt-fulltext-indexer line 399. > > Fulltext searches return nothing, quering the database with: > select * from attachements where content like '%something%"; > works fine. > > Any suggestions? Try the following patch? You'll need to re-run configure to have the changes propagate from rt-fulltext-indexer.in to rt-fulltext-indexer before re-running make install. - Alex -------------- next part -------------- A non-text attachment was scrubbed... Name: 0001-Return-the-Attachment-object-not-its-id.patch Type: text/x-patch Size: 832 bytes Desc: not available URL: From mike.johnson at nosm.ca Wed May 25 09:13:03 2011 From: mike.johnson at nosm.ca (Mike Johnson) Date: Wed, 25 May 2011 09:13:03 -0400 Subject: [rt-users] RTx::EmailCompletion - LDAP setup error and RDBMS not disabling In-Reply-To: References: Message-ID: Typos get me again!! I swear I'm dyslexic... Anyway, I've changed that and I'm still getting the debug line that it's selecting users from the RT database. Set($EmailCompletionLdapServer, 'XX.XX.XX.XX'); Set($EmailCompletionLdapBase, 'dc=mydomain,dc=local'); Set($EmailCompletionLdapUser, 'distinguishedName of user'); Set($EmailCompletionLdapPass, 'pass'); Set($EmailCompletionLdapFilter, '(objectClass=person)'); Set($EmailCompletionLdapAttrSearch, [qw/mail cn/]); Set($EmailCompletionLdapAttrShow, "mail"); Set($EmailCompletionLdapMinLength, 4); Set($EmailCompletionRdbmsDisable, 1); As you can see, I've simplified my settings a fair bit more to try and get it to work... Still no LDAP values returned(not sure if the extension puts a debug line in showing the bind/search in the logs but that isn't there either), and the RT database is still being used. I restarted httpd after I made the changes, also tried using a completely new browser(in case there was client side caching going on)... is there a cache that needs cleaning on the server? Thanks! Mike. On Tue, May 24, 2011 at 10:11 PM, Roedel, Mark wrote: > Might $EmailCompletionRdbmsDisable be the variable you want here? > > > From: Mike Johnson > > Date: Tue, 24 May 2011 16:34:54 -0400 > To: rt-users at lists.bestpractical.com>> > Subject: [rt-users] RTx::EmailCompletion - LDAP setup error and RDBMS not > disabling > > Set($EmailCompletionRdmbsDisable, 1); > I have 2 issues I'm seeing now > > 1. the EmailCompletionRdmbsDisable doesn't seem to effect the lookup on > RT's database. In the debug logs I see this > > [Tue May 24 19:30:01 2011] [debug]: SELECT DISTINCT main.* FROM Users main > JOIN Principals Principals_1 ON ( Principals_1.id = main.id< > http://main.id/> ) WHERE (main.EmailAddress LIKE '%lori%') AND > (Principals_1.PrincipalType = 'User') ORDER BY main.Name ASC > (/opt/rt3/local/plugins/RTx-EmailCompletion/lib/RTx/EmailCompletion.pm:23) > > It's still searching RT's database. Now this could be linked to if the LDAP > is successful or not... but I would think the LDAP search would show up at > least? > > > -- 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 trs at bestpractical.com Wed May 25 10:01:18 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 25 May 2011 10:01:18 -0400 Subject: [rt-users] RT - Oracle db authentication as secondary methode In-Reply-To: <682961.85973.qm@web29005.mail.ird.yahoo.com> References: <682961.85973.qm@web29005.mail.ird.yahoo.com> Message-ID: <4DDD0BAE.3040109@bestpractical.com> On 05/25/2011 12:04 AM, Asanka Gunasekera wrote: > Hi all, I am trying o configure RT-Authen-ExternalAuth, as per the > documentation with this I can see you can have more than one mode of > authentication (LDAP, DB etc). > > Now my LDAP (AD) integration is fine, but what my issue now is to get RT > to authenticate against Oracle DB as its secondary authentication > method, and I am lost with this. You appear to be trying to have ExternalAuth authenticate against the RT users table as a fallback. Don't configure it that way, it's dangerous and unnecessary. ExternalAuth will automatically fallback to internal RT users without any configuration. Just get rid of the My_Oracle bits entirely. Thomas > *Following are my system details* > > OS ? Redhat 5.4 (64bit) > > Oracle ? 10g2 (64bit) > > RT - 3.8.8 > > Perl - v5.12.2) > > *Modules which are loaded:* > > DBD::Oracle > > DBI > > > > *I have done the following configuration * > > /Set($ExternalAuthPriority, [ 'My_LDAP', 'My_Oracle' ]);/ > > /Set($ExternalInfoPriority, [ 'My_LDAP', 'My_Oracle' ]);/ > > /Set($ExternalServiceUsesSSLorTLS, 0);/ > > /Set($AutoCreateNonExternalUsers, 0);/ > > / / > > /Set($ExternalSettings, { # AN EXAMPLE DB SERVICE/ > > / 'My_Oracle' => { ## GENERIC > SECTION/ > > / # The type of > service (db/ldap/cookie)/ > > / > 'type' => 'db',/ > > / # The server > hosting the service/ > > / > 'server' => localhost,/ > > / ## > SERVICE-SPECIFIC SECTION/ > > / # The database > name/ > > / > 'database' => 'RT',/ > > / # The database > table/ > > / > 'table' => 'USERS',/ > > / # The user to > connect to the database as/ > > / > 'user' => 'rtdb1',/ > > / # The password > to use to connect with/ > > / > 'pass' => 'rtdb1secret',/ > > / # The port to > use to connect with (e.g. 3306)/ > > / > 'port' => '1521',/ > > / # The name of > the Perl DBI driver to use (e.g. mysql)/ > > / > 'dbi_driver' => 'Oracle',/ > > / # The field in > the table that holds usernames/ > > / > 'u_field' => 'NAME',/ > > / # The field in > the table that holds passwords/ > > / > 'p_field' => 'PASSWORD',/ > > / # The Perl > package & subroutine used to encrypt passwords/ > > / # e.g. if the > passwords are stored using the MySQL v3.23 "PASSWORD"/ > > / # function, > then you will need Crypt::MySQL::password, but for the/ > > / # MySQL4+ > password function you will need Crypt::MySQL::password41/ > > / # > Alternatively, you could use Digest::MD5::md5_hex or any other/ > > / # encryption > subroutine you can load in your perl installation/ > > / > 'p_enc_pkg' => 'Crypt::MySQL',/ > > / > 'p_enc_sub' => 'password',/ > > / # If your > p_enc_sub takes a salt as a second parameter,/ > > / # uncomment > this line to add your salt/ > > / > #'p_salt' => 'SALT',/ > > / #/ > > / # The field and > values in the table that determines if a user should/ > > / # be disabled. > For example, if the field is 'user_status' and the values/ > > / # are > ['0','1','2','disabled'] then the user will be disabled if their/ > > / # user_status > is set to '0','1','2' or the string 'disabled'./ > > / # Otherwise, > they will be considered enabled./ > > / > 'd_field' => 'disabled',/ > > / > 'd_values' => ['0'],/ > > / ## RT ATTRIBUTE > MATCHING SECTION/ > > / # The list of > RT attributes that uniquely identify a user/ > > / > 'attr_match_list' => [ 'GECOS',/ > > / > 'NAME'/ > > / > ],/ > > / # The mapping > of RT attributes on to field names/ > > / > 'attr_map' => { 'Name' => 'NAME',/ > > / > 'EmailAddress' => 'EMAILADDRESS',/ > > / > 'ExternalAuthId' => 'NAME',/ > > / > 'Gecos' > => 'GECOS'/ > > / > }/ > > / },/ > > / # AN EXAMPLE LDAP SERVICE/ > > / 'My_LDAP' => { ## GENERIC SECTION/ > > / # The type of > service (db/ldap/cookie)/ > > / > 'type' => 'ldap',/ > > / / > > / > ??????????????????./ > > / / > > *With the above configuration, when I try to login to RT the IE displays > following message.* > > /DBI > connect('database=RT;host=myhost.exampal.com;port=1521','rtdb1',...) > failed: Can't connect using this syntax without specifying a HOST and > one of SID INSTANCE_NAME SERVER SERVICE_NAME at > /usr/local/rt-3.8.8-ora/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm > line 440/ > > > Thanks and Best Reagards/ > / > From mike.johnson at nosm.ca Wed May 25 10:03:57 2011 From: mike.johnson at nosm.ca (Mike Johnson) Date: Wed, 25 May 2011 10:03:57 -0400 Subject: [rt-users] Attachments in Resolution email In-Reply-To: <31696328.post@talk.nabble.com> References: <31661517.post@talk.nabble.com> <31696328.post@talk.nabble.com> Message-ID: When you hit resolve, switch the dropdown box on the form from "Comment(not sent to requestors)" to "Reply to requestors". Sounds like this is your only issue. Mike. On Wed, May 25, 2011 at 2:26 AM, Miroslav Horvath wrote: > > Hi Russlan > > I'm not the programmer, so I'm not very famous with the codes in the 2nd > link you've provided. But if you remember, we have bough a single contract > in the past for helping us with some incident within company (EON.IT > Slovakia - Viktor Franik was the technician on our side) > > But, we need to have all 3 buttons: Comment, Reply, Resolve within ticket. > > Comment - using for internal comments within ticket, works with attachment. > Reply - when contacting the user without closing ticket, works with > attachment. > Resolve - closing ticket with a resolution message (we need to have here > also attachments). > > The email templates for Reply and Resolve are different. > > So if you can navigate me, what to do, to make possible that attachments > will be send also with Resolve email template. > > > Ruslan Zakirov-2 wrote: > > > > Hi, > > > > See the following in FAQ: > > The 'resolve' Transaction has no content > > http://requesttracker.wikia.com/wiki/FAQ > > > > May be you just need reply on resolve, not comment: > > http://requesttracker.wikia.com/wiki/ResolveSendsReply > > > > In the last case requestors recieve reply and everything attached to it. > > > > On Fri, May 20, 2011 at 9:43 AM, Miroslav Horvath > > wrote: > >> > >> Hello > >> > >> I want to ask for help. We are running RT version 3.8.4 and we have > >> problem, > >> that attachments are not sent out with "resolution" emails. They only > >> work > >> when you make Reply from the ticket. > >> > >> But in more cases we need this option, that when some support agent is > >> closing ticket(RESOLVE), he needs to send with that email also some > >> attachment, and here it doesnt work. Is there any kind of hint or fix ? > >> > >> Q2: Is this needs added in version 4.0 ? > >> > >> BR, Miroslav > >> -- > >> View this message in context: > >> > http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html > >> Sent from the Request Tracker - User mailing list archive at Nabble.com. > >> > >> > > > > > > > > -- > > Best regards, Ruslan. > > > > > > -- > View this message in context: > http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31696328.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -- 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 mike.johnson at nosm.ca Wed May 25 10:09:11 2011 From: mike.johnson at nosm.ca (Mike Johnson) Date: Wed, 25 May 2011 10:09:11 -0400 Subject: [rt-users] New RT installation on CentOS In-Reply-To: <31697173.post@talk.nabble.com> References: <31691158.post@talk.nabble.com> <85D233D4F98C0B4C9D1AE2DB22C2C9DB0DB8DD20@Gbay-Exchange01.imcwi.com> <31697173.post@talk.nabble.com> Message-ID: I actually used imap and it worked fine.... This is an education email account... but I believe it works with all gmail accounts. poll imap.gmail.com proto imap port 993: username password ssl mda "/path/to/perl /path/to/rt-mailgate --url http://url.to.rt --queue General --action correspond" HTH Mike. On Wed, May 25, 2011 at 5:11 AM, nanastasiou wrote: > > Thank you. Any idea what I need to change below to configure it with gmail > ? > > > # .fetchmailrc > poll mail.yourdomain.com proto pop3: > username rt password ***** mda "/path/to/perl \ > /path/to/rt-mailgate --url http://localhost/ \ > --queue general --action correspond" > > > > > Mark Jenks-2 wrote: > > > > You would have to enable pop on gmail, and setup fetchmail. > > > > http://requesttracker.wikia.com/wiki/POP3Mailgate > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > nanastasiou > > Sent: Tuesday, May 24, 2011 11:12 AM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] New RT installation on CentOS > > > > > > Hi, > > > > I've been trying to install RT on a new CentOS Server following this > > guide. > > http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome > > http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome > > > > When comes to the EMAIL section I am not sure how to proceed. We don't > use > > exchange but Gmail to handle all our emails. Can I still use Gmail for > > emails with RT ? Thanks > > > > -- > > View this message in context: > > > http://old.nabble.com/New-RT-installation-on-CentOS-tp31691158p31691158.html > > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > > > > Electronic Privacy Notice. This e-mail, and any attachments, contains > > information that is, or may be, covered by electronic communications > > privacy > > > > laws, and is also confidential and proprietary in nature. If you are not > > the intended recipient, please be advised that you are legally prohibited > > from > > > > retaining, using, copying, distributing, or otherwise disclosing this > > information in any manner. Instead, please reply to the sender that you > > have > > > > received this communication in error, and then immediately delete it. > > Thank you in advance for your cooperation > > > > > > -- > View this message in context: > http://old.nabble.com/New-RT-installation-on-CentOS-tp31691158p31697173.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -- 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 gentgeen at wikiak.org Wed May 25 10:36:16 2011 From: gentgeen at wikiak.org (Kevin Squire) Date: Wed, 25 May 2011 10:36:16 -0400 Subject: [rt-users] Detect HTML Editor in Template Message-ID: <20110525103616.50cc4b3c@longshot.localdomain> We are working on the upgrade from 3.6 to 3.8, and many of our users are very excited about the WYSIWYG editor. The current problem is that the editor breaks the formatting of our Canned-Replies. http://requesttracker.wikia.com/wiki/CannedReplies All the line breaks of the templates/canned-replies are stripped out. And I could not find any option in the FCKEditor settings that would stop that behavior. I did test adding an html
      to the template, and that works - unless the user has opted to NOT use the WYSIWYG editor, then they have all this extra HTML on their reply. I really don't want to have to maintain multiple templates for WYSIWYG/Non-WYSIWYG users. I did find in the list a chuck of code : if ( RT->Config->Get('MessageBoxRichText',$session{'CurrentUser'}) ) I thought I could use an "IF using editor, then HTML version else Plain Text version" into my templates, but not sure how to go about getting the IF/THEN into my template. (my only Perl experience comes from using RT for the last 5 years... so please be gentle, my Perl skills are pretty weak ) Any help would be greatly appreciated. Thank you in advance. -- http://www.wikiak.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility From yan at seiner.com Wed May 25 10:43:39 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 25 May 2011 07:43:39 -0700 (PDT) Subject: [rt-users] Selecting which files to send in replies? Message-ID: <0b60ad10855224ac4434dcf14f15bcd5.squirrel@mail.seiner.com> We use RT to track construction projects. As the ticket develops, drawings, permits, etc. are scanned and attached to the ticket. At times we need to send copies of specific items that have been attached to requestors. Is it possible to select existing attachments to send with the reply email? -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com From no.molas at gmail.com Wed May 25 12:16:45 2011 From: no.molas at gmail.com (Felipe Agnelli Barbosa) Date: Wed, 25 May 2011 13:16:45 -0300 Subject: [rt-users] Records RT - Doubt Message-ID: Dear, Not sure this is the place, but wanted help to generate some reports relating to RT in a MySQL database. I wonder if they already have a tool ready for customization of reports, or if I have to do this via sql queries. Thank you in advance, Felipe BR -- " A d?vida ? o principio da sabedoria " -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed May 25 12:37:43 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 25 May 2011 20:37:43 +0400 Subject: [rt-users] Records RT - Doubt In-Reply-To: References: Message-ID: Hi, Take look at charts, saved searches and dashboards. If it's not enough, people often use csv export and excel to produce reports. On Wed, May 25, 2011 at 8:16 PM, Felipe Agnelli Barbosa wrote: > Dear, > > Not sure this is the place, but wanted help to generate some reports > relating to RT in a MySQL database. > > I wonder if they already have a tool ready for customization of reports, or > if I have to do this via sql queries. > > Thank you in advance, > > Felipe > BR > > -- > " A d?vida ? o principio da sabedoria " > > > -- Best regards, Ruslan. From no.molas at gmail.com Wed May 25 12:57:15 2011 From: no.molas at gmail.com (Felipe Agnelli Barbosa) Date: Wed, 25 May 2011 13:57:15 -0300 Subject: [rt-users] Records RT - Doubt In-Reply-To: References: Message-ID: Hello Ruslan Zakirov, Thank you for your attention, so I wanted something more specific, how I can export in CSV? And, by chance, someone already has some ready to excel? Outside CSV has some other way? Thanks again, Felipe BR 2011/5/25 Ruslan Zakirov > Hi, > > Take look at charts, saved searches and dashboards. If it's not > enough, people often use csv export and excel to produce reports. > > On Wed, May 25, 2011 at 8:16 PM, Felipe Agnelli Barbosa > wrote: > > Dear, > > > > Not sure this is the place, but wanted help to generate some reports > > relating to RT in a MySQL database. > > > > I wonder if they already have a tool ready for customization of reports, > or > > if I have to do this via sql queries. > > > > Thank you in advance, > > > > Felipe > > BR > > > > -- > > " A d?vida ? o principio da sabedoria " > > > > > > > > > > -- > Best regards, Ruslan. > -- " A d?vida ? o principio da sabedoria " -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed May 25 13:03:01 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 25 May 2011 21:03:01 +0400 Subject: [rt-users] Records RT - Doubt In-Reply-To: References: Message-ID: Hi, Search for tickets, open page with results, use actions at the top right corner. On Wed, May 25, 2011 at 8:57 PM, Felipe Agnelli Barbosa wrote: > Hello Ruslan Zakirov, > > Thank you for your attention, so I wanted something more specific, how I can > export in CSV? > And, by chance, someone already has some ready to excel? > Outside CSV has some other way? > > Thanks again, > > Felipe > BR > > 2011/5/25 Ruslan Zakirov >> >> Hi, >> >> Take look at charts, saved searches and dashboards. If it's not >> enough, people often use csv export and excel to produce reports. >> >> On Wed, May 25, 2011 at 8:16 PM, Felipe Agnelli Barbosa >> wrote: >> > Dear, >> > >> > Not sure this is the place, but wanted help to generate some reports >> > relating to RT in a MySQL database. >> > >> > I wonder if they already have a tool ready for customization of reports, >> > or >> > if I have to do this via sql queries. >> > >> > Thank you in advance, >> > >> > Felipe >> > BR >> > >> > -- >> > " A d?vida ? o principio da sabedoria " >> > >> > >> > >> >> >> >> -- >> Best regards, Ruslan. > > > > -- > " A d?vida ? o principio da sabedoria " > > > -- Best regards, Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: ?????? ?????? 2011-05-25 ? 21.01.21.png Type: image/png Size: 9915 bytes Desc: not available URL: From ruz at bestpractical.com Wed May 25 13:03:54 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 25 May 2011 21:03:54 +0400 Subject: [rt-users] Selecting which files to send in replies? In-Reply-To: <0b60ad10855224ac4434dcf14f15bcd5.squirrel@mail.seiner.com> References: <0b60ad10855224ac4434dcf14f15bcd5.squirrel@mail.seiner.com> Message-ID: Hi, No such functionality in core and I don't recall a plugin. On Wed, May 25, 2011 at 6:43 PM, Yan Seiner wrote: > We use RT to track construction projects. ?As the ticket develops, > drawings, permits, etc. are scanned and attached to the ticket. > > At times we need to send copies of specific items that have been attached > to requestors. > > Is it possible to select existing attachments to send with the reply email? > > > -- > My daughter is racing a triathlon to raise money for her swim club. ?Want > to help? > > http://akari.seiner.com > > > -- Best regards, Ruslan. From no.molas at gmail.com Wed May 25 13:15:57 2011 From: no.molas at gmail.com (Felipe Agnelli Barbosa) Date: Wed, 25 May 2011 14:15:57 -0300 Subject: [rt-users] Records RT - Doubt In-Reply-To: References: Message-ID: Okay, I'll check that. Enjoying a little more, it is possible for SQL?, I was thinking of doing some SQL queries and build a Python script showing statistics. Felipe BR 2011/5/25 Ruslan Zakirov > Hi, > > Search for tickets, open page with results, use actions at the top right > corner. > > On Wed, May 25, 2011 at 8:57 PM, Felipe Agnelli Barbosa > wrote: > > Hello Ruslan Zakirov, > > > > Thank you for your attention, so I wanted something more specific, how I > can > > export in CSV? > > And, by chance, someone already has some ready to excel? > > Outside CSV has some other way? > > > > Thanks again, > > > > Felipe > > BR > > > > 2011/5/25 Ruslan Zakirov > >> > >> Hi, > >> > >> Take look at charts, saved searches and dashboards. If it's not > >> enough, people often use csv export and excel to produce reports. > >> > >> On Wed, May 25, 2011 at 8:16 PM, Felipe Agnelli Barbosa > >> wrote: > >> > Dear, > >> > > >> > Not sure this is the place, but wanted help to generate some reports > >> > relating to RT in a MySQL database. > >> > > >> > I wonder if they already have a tool ready for customization of > reports, > >> > or > >> > if I have to do this via sql queries. > >> > > >> > Thank you in advance, > >> > > >> > Felipe > >> > BR > >> > > >> > -- > >> > " A d?vida ? o principio da sabedoria " > >> > > >> > > >> > > >> > >> > >> > >> -- > >> Best regards, Ruslan. > > > > > > > > -- > > " A d?vida ? o principio da sabedoria " > > > > > > > > > > -- > Best regards, Ruslan. > -- " A d?vida ? o principio da sabedoria " -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed May 25 13:33:02 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 25 May 2011 21:33:02 +0400 Subject: [rt-users] Upgrade 3.8.7 to 4.0.1rc1 on a new box In-Reply-To: <4DDCC057.2000308@desy.de> References: <4DDCC057.2000308@desy.de> Message-ID: Hello, You didn't mention which DB you use. One solution for mysql: 1) drop all tables in rt4 DB. yes, it's required. 2) mysql -u root -p rt4 < rt3.backup.sql Then follow UPGRADING doc to upgrade DB from 3.8.7 to 4.0.x. 2011/5/25 Bj?rn Schulz : > Hi! > I want to check out the new rt4 with my production data. > I've a 3.8.7 production system and a new rt4.0.1rc1. > > My question is how can I recover a 3.8.7 backup on a 4.0.1 box. > > > > Thanks, > ?Bj?rn > -- Best regards, Ruslan. From ruz at bestpractical.com Wed May 25 14:33:13 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 25 May 2011 22:33:13 +0400 Subject: [rt-users] Records RT - Doubt In-Reply-To: References: Message-ID: On Wed, May 25, 2011 at 9:15 PM, Felipe Agnelli Barbosa wrote: > Okay, I'll check that. > Enjoying a little more, it is possible for SQL?, > I was thinking of doing some SQL queries and build a Python script showing > statistics. Sure, who will stop you from SQLing DB on your server? > Felipe > BR > > 2011/5/25 Ruslan Zakirov >> >> Hi, >> >> Search for tickets, open page with results, use actions at the top right >> corner. >> >> On Wed, May 25, 2011 at 8:57 PM, Felipe Agnelli Barbosa >> wrote: >> > Hello Ruslan Zakirov, >> > >> > Thank you for your attention, so I wanted something more specific, how I >> > can >> > export in CSV? >> > And, by chance, someone already has some ready to excel? >> > Outside CSV has some other way? >> > >> > Thanks again, >> > >> > Felipe >> > BR >> > >> > 2011/5/25 Ruslan Zakirov >> >> >> >> Hi, >> >> >> >> Take look at charts, saved searches and dashboards. If it's not >> >> enough, people often use csv export and excel to produce reports. >> >> >> >> On Wed, May 25, 2011 at 8:16 PM, Felipe Agnelli Barbosa >> >> wrote: >> >> > Dear, >> >> > >> >> > Not sure this is the place, but wanted help to generate some reports >> >> > relating to RT in a MySQL database. >> >> > >> >> > I wonder if they already have a tool ready for customization of >> >> > reports, >> >> > or >> >> > if I have to do this via sql queries. >> >> > >> >> > Thank you in advance, >> >> > >> >> > Felipe >> >> > BR >> >> > >> >> > -- >> >> > " A d?vida ? o principio da sabedoria " >> >> > >> >> > >> >> > >> >> >> >> >> >> >> >> -- >> >> Best regards, Ruslan. >> > >> > >> > >> > -- >> > " A d?vida ? o principio da sabedoria " >> > >> > >> > >> >> >> >> -- >> Best regards, Ruslan. > > > > -- > " A d?vida ? o principio da sabedoria " > > > -- Best regards, Ruslan. From no.molas at gmail.com Wed May 25 14:40:14 2011 From: no.molas at gmail.com (Felipe Agnelli Barbosa) Date: Wed, 25 May 2011 15:40:14 -0300 Subject: [rt-users] Records RT - Doubt In-Reply-To: References: Message-ID: I have a copy of the database, and I'll test it. 2011/5/25 Ruslan Zakirov > On Wed, May 25, 2011 at 9:15 PM, Felipe Agnelli Barbosa > wrote: > > Okay, I'll check that. > > Enjoying a little more, it is possible for SQL?, > > I was thinking of doing some SQL queries and build a Python script > showing > > statistics. > > Sure, who will stop you from SQLing DB on your server? > > > Felipe > > BR > > > > 2011/5/25 Ruslan Zakirov > >> > >> Hi, > >> > >> Search for tickets, open page with results, use actions at the top right > >> corner. > >> > >> On Wed, May 25, 2011 at 8:57 PM, Felipe Agnelli Barbosa > >> wrote: > >> > Hello Ruslan Zakirov, > >> > > >> > Thank you for your attention, so I wanted something more specific, how > I > >> > can > >> > export in CSV? > >> > And, by chance, someone already has some ready to excel? > >> > Outside CSV has some other way? > >> > > >> > Thanks again, > >> > > >> > Felipe > >> > BR > >> > > >> > 2011/5/25 Ruslan Zakirov > >> >> > >> >> Hi, > >> >> > >> >> Take look at charts, saved searches and dashboards. If it's not > >> >> enough, people often use csv export and excel to produce reports. > >> >> > >> >> On Wed, May 25, 2011 at 8:16 PM, Felipe Agnelli Barbosa > >> >> wrote: > >> >> > Dear, > >> >> > > >> >> > Not sure this is the place, but wanted help to generate some > reports > >> >> > relating to RT in a MySQL database. > >> >> > > >> >> > I wonder if they already have a tool ready for customization of > >> >> > reports, > >> >> > or > >> >> > if I have to do this via sql queries. > >> >> > > >> >> > Thank you in advance, > >> >> > > >> >> > Felipe > >> >> > BR > >> >> > > >> >> > -- > >> >> > " A d?vida ? o principio da sabedoria " > >> >> > > >> >> > > >> >> > > >> >> > >> >> > >> >> > >> >> -- > >> >> Best regards, Ruslan. > >> > > >> > > >> > > >> > -- > >> > " A d?vida ? o principio da sabedoria " > >> > > >> > > >> > > >> > >> > >> > >> -- > >> Best regards, Ruslan. > > > > > > > > -- > > " A d?vida ? o principio da sabedoria " > > > > > > > > > > -- > Best regards, Ruslan. > -- " A d?vida ? o principio da sabedoria " -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed May 25 14:44:22 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 25 May 2011 11:44:22 -0700 Subject: [rt-users] New ticket genrated for reminder In-Reply-To: <0LLP009XG66K7UF0@mta2.srv.hcvlny.cv.net> References: <0LLP009XG66K7UF0@mta2.srv.hcvlny.cv.net> Message-ID: Kyle, When designing "Reminders" BP decided to use a "Type" of ticket rather than create another table. Since the process for a reminder was so similar to a ticket, it made good sense. It is a ticket record with the type = "reminder". this also allows for it to be seen in queries separate from tickets. Hope this helps. Kenn LBNL On Tue, May 24, 2011 at 4:20 AM, Kyle Thomas wrote: > > > > > *Could anyone tell me why when I manually set a reminder for a ticket that > I own it creates an entirely new ticket? I see the reminder showing up fine > but there is a new ticket being generated with the ?Subject? line of the > reminder. * > > *Thanks* > > *Kyle Thomas* > -------------- next part -------------- An HTML attachment was scrubbed... URL: From luciano at cpd.ufrgs.br Wed May 25 14:46:13 2011 From: luciano at cpd.ufrgs.br (Luciano Silva) Date: Wed, 25 May 2011 15:46:13 -0300 Subject: [rt-users] Change the logo RT 3.8.9 Message-ID: <1306349173.2921.3.camel@skynet> I'm using RT 3.8.9 and I'd like modify just the firs page(index.html) with a new logo. This instructions http://requesttracker.wikia.com/wiki/ChangeLogo changes the logo for every page. I just wanna change the first page. Is there another approach for that? Tks Luciano -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed May 25 14:46:56 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 25 May 2011 11:46:56 -0700 Subject: [rt-users] dashboard my reminders error after upgrade to RT 4 In-Reply-To: <20110524133917.GC15565@jibsheet.com> References: <4DD69CB9.6050007@zoominternet.net> <4DDB043D.8010401@zoominternet.net> <20110524133917.GC15565@jibsheet.com> Message-ID: Kyle, I believe that the wiki has some code (scrip) that forces reminders to "resolved" automatically when the ticket they are attached to is resolved. Hope this helps. Kenn LBNL On Tue, May 24, 2011 at 6:39 AM, Kevin Falcone wrote: > On Mon, May 23, 2011 at 09:05:01PM -0400, Jon Tollerton wrote: > > From my digging, it looks like reminders are actually implemented as > separate tickets, but > > they don't really show up unless you go looking for them. I opened > the tickets numbers that > > the dashboard was complaining about and resolved them, which seemed to > correct the problem. > > Any potential issues that this may raise? > > The usual cause of this is changing your Organization during an > upgrade (or other manual changes to the database), and Reminders can > be global which is why they showed up for everyone. Resolving them > manually is a fine solution. > > -kevin > > > On 5/20/11 12:54 PM, Jon Tollerton wrote: > > > > After upgrading to RT 4 from 3.8.10, I'm seeing several errors in > the dashboard reminders > > section in the form "Couldn't find Ticket for reminder N. Please > contact administrator." > > Oddly enough, it displays on all users' dashboards. This seems to > only affect two or three > > really old entries as we really don't use the reminder > functionality. It's certainly > > possible that some data was corrupted by my mucking about in the > database or by using > > RT-Shredder incorrectly before it was merged into the mainline, but > I'm not sure where to > > start looking. > > > > Thanks, > > -Jon > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kyle at avalontel.com Wed May 25 14:52:17 2011 From: kyle at avalontel.com (Kyle Thomas) Date: Wed, 25 May 2011 14:52:17 -0400 Subject: [rt-users] New ticket genrated for reminder In-Reply-To: Message-ID: <0LLR00I1JLR6JGV0@mta2.srv.hcvlny.cv.net> Thank You Kyle _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Wednesday, May 25, 2011 2:44 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] New ticket genrated for reminder Kyle, When designing "Reminders" BP decided to use a "Type" of ticket rather than create another table. Since the process for a reminder was so similar to a ticket, it made good sense. It is a ticket record with the type = "reminder". this also allows for it to be seen in queries separate from tickets. Hope this helps. Kenn LBNL On Tue, May 24, 2011 at 4:20 AM, Kyle Thomas wrote: Could anyone tell me why when I manually set a reminder for a ticket that I own it creates an entirely new ticket? I see the reminder showing up fine but there is a new ticket being generated with the "Subject" line of the reminder. Thanks Kyle Thomas -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed May 25 14:57:41 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 25 May 2011 11:57:41 -0700 Subject: [rt-users] Creating Child ticket in other queue In-Reply-To: <20110524141805.GE15565@jibsheet.com> References: <20110524125326.GD27431@easter-eggs.com> <0LLP00H2CAU112X0@mta2.srv.hcvlny.cv.net> <20110524141805.GE15565@jibsheet.com> Message-ID: Kevin, Any chance this extension will be part of the RT 4.0 suite? Kenn LBNL On Tue, May 24, 2011 at 7:18 AM, Kevin Falcone wrote: > On Tue, May 24, 2011 at 09:01:11AM -0400, Kyle Thomas wrote: > > How do I apply it .. I am really new to RT > > Start with the README file > > > http://cpansearch.perl.org/src/RUZ/RT-Extension-SpawnLinkedTicketInQueue-0.05/README > > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel > > Lacour > > Sent: Tuesday, May 24, 2011 8:53 AM > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Creating Child ticket in other queue > > > > On Tue, May 24, 2011 at 08:31:37AM -0400, Kyle Thomas wrote: > > > Ok I have searched extensively about how to create a child ticket in a > > > different queue then the parent and I have found that ... > > > > > > > just use the following extension: > > > > http://search.cpan.org/dist/RT-Extension-SpawnLinkedTicketInQueue/ > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed May 25 15:01:46 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 25 May 2011 12:01:46 -0700 Subject: [rt-users] Send email from within RT In-Reply-To: <6bafd4894540d2f1c61d5f90717f5340.squirrel@mail.seiner.com> References: <7b9d7beffb855b02a2b5bfe11a5babaf.squirrel@mail.seiner.com> <20110524160028.GZ23069@bestpractical.com> <6bafd4894540d2f1c61d5f90717f5340.squirrel@mail.seiner.com> Message-ID: Yan, Why not just use the "Notify Others" method? You can always create a Custom Field to hold those addressee's and then have the template add those addressees from the CF to the template. I do that a lot. Kenn LBNL On Tue, May 24, 2011 at 9:29 AM, Yan Seiner wrote: > > On Tue, May 24, 2011 9:00 am, Jesse Vincent wrote: > > > > > > > > On Tue, May 24, 2011 at 08:57:35AM -0700, Yan Seiner wrote: > >> We often find ourselves in a position where we need to send email to > >> peopl > >> who are not necessarily CCs or AdminCC. Typically this might be outside > >> parties who review a project we're tracking. > >> > > > > I'd recommend using a comment and filling in the one-time-cc field. > > > OK, that makes sense. Is there some way to get autocomplete or a > click-fill for the email addresses? Or, better yet, to get Outlook > address book access from RT? > > --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 kfcrocker at lbl.gov Wed May 25 15:07:06 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 25 May 2011 12:07:06 -0700 Subject: [rt-users] How you manage cc. In-Reply-To: References: <20110516094655.GA99429@obspm.fr> <20110524210853.GI62596@obspm.fr> <20110524212539.GA62729@obspm.fr> Message-ID: Albert, I modified the "ParseNewMessagesForTicketCcs" code into a scrip that could be applied on a Queue-by-Querue basis. It adds any "Cc" on any intitial and subsequent correspondence to the "Ticket" Cc list. If you're think that would be usefull to you, I'll pass it on to you. Kenn LBNL On Tue, May 24, 2011 at 2:35 PM, Ruslan Zakirov wrote: > On Wed, May 25, 2011 at 1:25 AM, Albert Shih wrote: > > Le 25/05/2011 ? 01:20:30+0400, Ruslan Zakirov a ?crit > > Hi, > > > >> > >> Here is an idea to consider. Trick MTAs into suppressing recipients in > > > > Wouah...that's nuclar-bomb solution ;-) I'm not sure I'm ready for this > > kind of solution ;-) > > Yep, it's radical. > > Smart usage of "In-Reply-To" and "References" headers to tie incoming > message to a ticket is less painful and safer. > > >> case RT gets email. May be at the end it would be trickier than just > >> that. It might work and help with users who send emails via inhouse > >> servers. > > > > event in this case how can I tell RT to add the other recipients to the > CC(in > > RT meaning ? ). > > Option called ParseNewMessagesForTicketCcs (or something very close). > Wiki has info on extending functionality to work on follow up messages > (replies and comments). > > >> >> Actually, if their RT Queue is set up to send notifications to the > Cc's, then > >> >> the second email WILL include the ticket number and a comment that a > ticket has > >> >> been created. THAT template should include a comment for the Cc's to > NOT use > >> >> Reply all on the former email or to only reply to the RT email. I > know it is > >> >> not foolproof, after all, how many users actually READ their email, > but it > >> >> works for us about 95% of the time. > > > > Best 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: > > mar 24 mai 2011 23:23:27 CEST > > > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kyle at avalontel.com Wed May 25 15:09:14 2011 From: kyle at avalontel.com (Kyle Thomas) Date: Wed, 25 May 2011 15:09:14 -0400 Subject: [rt-users] Due date for Queues Message-ID: <0LLR0044OMJF2BB0@mta3.srv.hcvlny.cv.net> Ok I am a bit new to RT so forgive me I am running 4.0 Requests should be due in 0 days.. Is there anyway to change this to hours? I see how I can automate priority change using rt-crontool then use scrips within the queues to email the right people when it changes priority.. I just need to know if I can make requests be due in hours instead of days Kyle -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed May 25 15:14:10 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 25 May 2011 12:14:10 -0700 Subject: [rt-users] scrip to change subject for tickets created w/rt-mailgate In-Reply-To: <0F6368FDCEAC4F4899E0067FA95E3FA90C2728D1@mse5be2.mse5.exchange.ms> References: <0F6368FDCEAC4F4899E0067FA95E3FA90C2728D1@mse5be2.mse5.exchange.ms> Message-ID: Rob, We have our job schedular send email to RT when a job ends abnormally. Each job can have it's "To:" email address specified so it's easy for us to send it to the correct support Queue (different jobs supported by different Queue/teams). In your instance, you might want to use Subject tags to get the emails to the right Queue, if your using different Queues like us. Then the scrip for each Queue can be more specific in custom conditions. Kenn LBNL On Tue, May 24, 2011 at 12:00 PM, Sullivan, Rob < rsullivan at peerlessnetwork.com> 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 > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed May 25 15:21:35 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 25 May 2011 12:21:35 -0700 Subject: [rt-users] Attachments in Resolution email In-Reply-To: References: <31661517.post@talk.nabble.com> <31696328.post@talk.nabble.com> Message-ID: Miroslav, You can modify the "resolve" template to include the last comment and/or include any attachments. When the ticket is resolved and the email sent, the template will include all the data you want. I have an example if you want it. Kenn LBNL On Wed, May 25, 2011 at 7:03 AM, Mike Johnson wrote: > When you hit resolve, switch the dropdown box on the form from "Comment(not > sent to requestors)" to "Reply to requestors". > > Sounds like this is your only issue. > > Mike. > > On Wed, May 25, 2011 at 2:26 AM, Miroslav Horvath wrote: > >> >> Hi Russlan >> >> I'm not the programmer, so I'm not very famous with the codes in the 2nd >> link you've provided. But if you remember, we have bough a single contract >> in the past for helping us with some incident within company (EON.IT >> Slovakia - Viktor Franik was the technician on our side) >> >> But, we need to have all 3 buttons: Comment, Reply, Resolve within ticket. >> >> Comment - using for internal comments within ticket, works with >> attachment. >> Reply - when contacting the user without closing ticket, works with >> attachment. >> Resolve - closing ticket with a resolution message (we need to have here >> also attachments). >> >> The email templates for Reply and Resolve are different. >> >> So if you can navigate me, what to do, to make possible that attachments >> will be send also with Resolve email template. >> >> >> Ruslan Zakirov-2 wrote: >> > >> > Hi, >> > >> > See the following in FAQ: >> > The 'resolve' Transaction has no content >> > http://requesttracker.wikia.com/wiki/FAQ >> > >> > May be you just need reply on resolve, not comment: >> > http://requesttracker.wikia.com/wiki/ResolveSendsReply >> > >> > In the last case requestors recieve reply and everything attached to it. >> > >> > On Fri, May 20, 2011 at 9:43 AM, Miroslav Horvath >> > wrote: >> >> >> >> Hello >> >> >> >> I want to ask for help. We are running RT version 3.8.4 and we have >> >> problem, >> >> that attachments are not sent out with "resolution" emails. They only >> >> work >> >> when you make Reply from the ticket. >> >> >> >> But in more cases we need this option, that when some support agent is >> >> closing ticket(RESOLVE), he needs to send with that email also some >> >> attachment, and here it doesnt work. Is there any kind of hint or fix ? >> >> >> >> Q2: Is this needs added in version 4.0 ? >> >> >> >> BR, Miroslav >> >> -- >> >> View this message in context: >> >> >> http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html >> >> Sent from the Request Tracker - User mailing list archive at >> Nabble.com. >> >> >> >> >> > >> > >> > >> > -- >> > Best regards, Ruslan. >> > >> > >> >> -- >> View this message in context: >> http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31696328.html >> Sent from the Request Tracker - User mailing list archive at >> Nabble.com. >> >> > > > -- > 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 kfcrocker at lbl.gov Wed May 25 15:26:49 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 25 May 2011 12:26:49 -0700 Subject: [rt-users] Selecting which files to send in replies? In-Reply-To: <0b60ad10855224ac4434dcf14f15bcd5.squirrel@mail.seiner.com> References: <0b60ad10855224ac4434dcf14f15bcd5.squirrel@mail.seiner.com> Message-ID: Yan, You could create a CF for each type of attachment and write a scrip to check each one and if "on" then look for the last attachment (with that name) for a ticket and then use a different template for the email, one that includes those type of attachments? I don't have code for that but it's an idea that popped into my head. Maybe it should pop back out? Kenn LBNL On Wed, May 25, 2011 at 7:43 AM, Yan Seiner wrote: > We use RT to track construction projects. As the ticket develops, > drawings, permits, etc. are scanned and attached to the ticket. > > At times we need to send copies of specific items that have been attached > to requestors. > > Is it possible to select existing attachments to send with the reply email? > > > -- > 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 vadud3 at gmail.com Wed May 25 15:28:22 2011 From: vadud3 at gmail.com (Asif Iqbal) Date: Wed, 25 May 2011 15:28:22 -0400 Subject: [rt-users] ldap auth failing Message-ID: My ldapsearch works, but ldap auth with RT is failing # cat /etc/ldap/ldap.conf TLS_REQCERT never # without this ldap bind fails # TLS: peer cert untrusted or revoked (0x42) # TLS: can't connect: (unknown error code). # ldapsearch -LLL -W -D "uid=binduser,ou=People,dc=mnet,dc=example,dc=com" -b "ou=People,dc=mnet,dc=example,dc=com" -H ldaps://192.168.1.7:1636 uid="asif" mail Enter LDAP Password: dn: uid=asif,ou=People,dc=mnet,dc=example,dc=com mail: Asif.Iqbal at example.com but RT fails with this error [Wed May 25 14:51:39 2011] [info] [client 192.168.1.215] (32)Broken pipe: core_output_filter: writing data to the network [Wed May 25 14:51:39 2011] [error] [client 192.168.1.215] Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 148 [Wed May 25 14:51:39 2011] [debug] mod_deflate.c(615): [client 192.162.1.215] Zlib: Compressed 0 to 2 : URL / [Wed May 25 14:51:41 2011] [info] [client 192.168.1.215] Request header read timeout [Wed May 25 14:51:41 2011] [info] [client 192.168.1.215] Request header read timeout [Wed May 25 14:51:43 2011] [info] [client 192.168.1.215] (32)Broken pipe: core_output_filter: writing data to the network [Wed May 25 14:51:43 2011] [error] [client 192.168.1.215] Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 148 [Wed May 25 14:51:43 2011] [debug] mod_deflate.c(615): [client 192.168.1.215] Zlib: Compressed 0 to 2 : URL / [Wed May 25 14:51:43 2011] [debug] mod_deflate.c(615): [client 192.168.1.215] Zlib: Compressed 0 to 8 : URL /NoAuth/Login.htm [Wed May 25 14:51:43 2011] [info] [client 192.168.1.215] (32)Broken pipe: core_output_filter: writing data to the network [Wed May 25 14:51:47 2011] [debug] mod_deflate.c(615): [client 192.168.1.215] Zlib: Compressed 4232 to 1682 : URL /NoAuth/Login.html, referer: http://192.168.1.72/NoAuth/Login.html and apache2/error.log show this [Wed May 25 18:51:43 2011] [error]: FAILED LOGIN for asif from 192.168.1.215 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:639) # egrep -v "^[[:space:]]*#|^$" /opt/rt4/etc/RT_SiteConfig.pm Set( $rtname, 'example.com'); Set( @Plugins, qw(RT::Authen::ExternalAuth) ); 1; # egrep -v "^[[:space:]]*#|^$" /opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm Set($ExternalAuthPriority, [ 'My_LDAP', 'My_MySQL', 'My_SSO_Cookie' ] ); Set($ExternalInfoPriority, [ 'My_MySQL', 'My_LDAP' ] ); Set($ExternalServiceUsesSSLorTLS, 1); # <== set this to `1' for TLS. tried with `0' as well and failed Set($AutoCreateNonExternalUsers, 1); Set($ExternalSettings, { # AN EXAMPLE DB SERVICE 'My_MySQL' => { ## GENERIC SECTION 'type' => 'db', 'server' => 'server.domain.tld', 'database' => 'DB_NAME', 'table' => 'USERS_TABLE', 'user' => 'DB_USER', 'pass' => 'DB_PASS', 'port' => 'DB_PORT', 'dbi_driver' => 'DBI_DRIVER', 'u_field' => 'username', 'p_field' => 'password', 'p_enc_pkg' => 'Crypt::MySQL', 'p_enc_sub' => 'password', 'd_field' => 'disabled', 'd_values' => ['0'], 'attr_match_list' => [ 'Gecos', 'Name' ], 'attr_map' => { 'Name' => 'username', 'EmailAddress' => 'email', 'ExternalAuthId' => 'username', 'Gecos' => 'userID' } }, 'My_LDAP' => { ## GENERIC SECTION 'type' => 'ldap', 'server' => 'ldaps://192.168.1.7:1636', 'user' => 'sysldapq', 'pass' => 'secret', 'debug' => 255, 'base' => 'ou=People,dc=mnet,dc=example,dc=com', 'filter' => '(objectclass=mnetperson)', 'd_filter' => '(objectclass=blah)', 'tls' => 1, # <== set this to `1' for tls. failed with `0' as well 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name', 'EmailAddress', ], 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail', 'Organization' => 'companynumber', 'RealName' => 'cn', 'ExternalAuthId' => 'uid', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'street', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode' 'Country' => 'nationname' } }, 'My_SSO_Cookie' => { # # The type of service (db/ldap/cookie) 'type' => 'cookie', 'name' => 'loginCookieValue', 'u_table' => 'users', 'u_field' => 'username', 'u_match_key' => 'userID', 'c_table' => 'login_cookie', 'c_field' => 'loginCookieValue', 'c_match_key' => 'loginCookieUserID', 'db_service_name' => 'My_MySQL' } } ); 1; I can login as root with local password. -- 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 kfcrocker at lbl.gov Wed May 25 15:33:19 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 25 May 2011 12:33:19 -0700 Subject: [rt-users] Records RT - Doubt In-Reply-To: References: Message-ID: Felipe, We do reports a couple different ways. 1) We have the standard RT Search and download to excel, which is then imported into an Excel template, then mailed as an attachment. 2) We also have the standard RT search used with Dashboards. 3) Then we have an alternative for users who never get onto RT. We created DB "Views" (native SQL) used for reporting only and then use Cognos as a reporting tool against those views. The reports that exist are available thru "links" in our company website. Hope this helps. Kenn LBNL On Wed, May 25, 2011 at 10:15 AM, Felipe Agnelli Barbosa wrote: > Okay, I'll check that. > Enjoying a little more, it is possible for SQL?, > I was thinking of doing some SQL queries and build a Python script showing > statistics. > > > Felipe > BR > > > 2011/5/25 Ruslan Zakirov > >> Hi, >> >> Search for tickets, open page with results, use actions at the top right >> corner. >> >> On Wed, May 25, 2011 at 8:57 PM, Felipe Agnelli Barbosa >> wrote: >> > Hello Ruslan Zakirov, >> > >> > Thank you for your attention, so I wanted something more specific, how I >> can >> > export in CSV? >> > And, by chance, someone already has some ready to excel? >> > Outside CSV has some other way? >> > >> > Thanks again, >> > >> > Felipe >> > BR >> > >> > 2011/5/25 Ruslan Zakirov >> >> >> >> Hi, >> >> >> >> Take look at charts, saved searches and dashboards. If it's not >> >> enough, people often use csv export and excel to produce reports. >> >> >> >> On Wed, May 25, 2011 at 8:16 PM, Felipe Agnelli Barbosa >> >> wrote: >> >> > Dear, >> >> > >> >> > Not sure this is the place, but wanted help to generate some reports >> >> > relating to RT in a MySQL database. >> >> > >> >> > I wonder if they already have a tool ready for customization of >> reports, >> >> > or >> >> > if I have to do this via sql queries. >> >> > >> >> > Thank you in advance, >> >> > >> >> > Felipe >> >> > BR >> >> > >> >> > -- >> >> > " A d?vida ? o principio da sabedoria " >> >> > >> >> > >> >> > >> >> >> >> >> >> >> >> -- >> >> Best regards, Ruslan. >> > >> > >> > >> > -- >> > " A d?vida ? o principio da sabedoria " >> > >> > >> > >> >> >> >> -- >> Best regards, Ruslan. >> > > > > -- > " A d?vida ? o principio da sabedoria " > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From vegard.vesterheim at uninett.no Wed May 25 17:41:48 2011 From: vegard.vesterheim at uninett.no (Vegard Vesterheim) Date: Wed, 25 May 2011 23:41:48 +0200 Subject: [rt-users] RT 4 - install on Debian Squeeze In-Reply-To: (Alexander Finger's message of "Wed, 18 May 2011 23:08:59 +0200") References: <4DD42E28.9000607@dido.ca> Message-ID: <87pqn6fof7.fsf@shuttle.vesterheim.no> On Wed, 18 May 2011 23:08:59 +0200 Alexander Finger 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 - From gilbert at dido.ca Wed May 25 18:11:59 2011 From: gilbert at dido.ca (Gilbert Rebeiro) Date: Wed, 25 May 2011 18:11:59 -0400 Subject: [rt-users] RT 4 - install on Debian Squeeze In-Reply-To: <87pqn6fof7.fsf@shuttle.vesterheim.no> References: <4DD42E28.9000607@dido.ca> <87pqn6fof7.fsf@shuttle.vesterheim.no> Message-ID: <4DDD7EAF.6080600@dido.ca> 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 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 - From vadud3 at gmail.com Wed May 25 19:59:05 2011 From: vadud3 at gmail.com (Asif Iqbal) Date: Wed, 25 May 2011 19:59:05 -0400 Subject: [rt-users] ldap auth failing In-Reply-To: References: Message-ID: On Wed, May 25, 2011 at 3:28 PM, Asif Iqbal wrote: > My ldapsearch works, but ldap auth with RT is failing > > # cat /etc/ldap/ldap.conf > TLS_REQCERT never ?# without this ldap bind fails > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?# TLS: peer cert untrusted or revoked (0x42) > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?# TLS: can't connect: (unknown error code). > > > # ldapsearch -LLL -W -D > "uid=binduser,ou=People,dc=mnet,dc=example,dc=com" -b > "ou=People,dc=mnet,dc=example,dc=com" -H ldaps://192.168.1.7:1636 > uid="asif" mail > Enter LDAP Password: > dn: uid=asif,ou=People,dc=mnet,dc=example,dc=com > mail: Asif.Iqbal at example.com > > but RT fails with this error > > [Wed May 25 14:51:39 2011] [info] [client 192.168.1.215] (32)Broken > pipe: core_output_filter: writing data to the network > [Wed May 25 14:51:39 2011] [error] [client 192.168.1.215] > Apache2::RequestIO::rflush: (103) Software caused connection abort at > /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 148 > [Wed May 25 14:51:39 2011] [debug] mod_deflate.c(615): [client > 192.162.1.215] Zlib: Compressed 0 to 2 : URL / > [Wed May 25 14:51:41 2011] [info] [client 192.168.1.215] Request > header read timeout > [Wed May 25 14:51:41 2011] [info] [client 192.168.1.215] Request > header read timeout > [Wed May 25 14:51:43 2011] [info] [client 192.168.1.215] (32)Broken > pipe: core_output_filter: writing data to the network > [Wed May 25 14:51:43 2011] [error] [client 192.168.1.215] > Apache2::RequestIO::rflush: (103) Software caused connection abort at > /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 148 > [Wed May 25 14:51:43 2011] [debug] mod_deflate.c(615): [client > 192.168.1.215] Zlib: Compressed 0 to 2 : URL / > [Wed May 25 14:51:43 2011] [debug] mod_deflate.c(615): [client > 192.168.1.215] Zlib: Compressed 0 to 8 : URL /NoAuth/Login.htm > [Wed May 25 14:51:43 2011] [info] [client 192.168.1.215] (32)Broken > pipe: core_output_filter: writing data to the network > [Wed May 25 14:51:47 2011] [debug] mod_deflate.c(615): [client > 192.168.1.215] Zlib: Compressed 4232 to 1682 : URL /NoAuth/Login.html, > referer: http://192.168.1.72/NoAuth/Login.html > > > and apache2/error.log show this > > [Wed May 25 18:51:43 2011] [error]: FAILED LOGIN for asif from > 192.168.1.215 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:639) > > # egrep -v "^[[:space:]]*#|^$" /opt/rt4/etc/RT_SiteConfig.pm > Set( $rtname, 'example.com'); > Set( @Plugins, qw(RT::Authen::ExternalAuth) ); > 1; > > # egrep -v "^[[:space:]]*#|^$" > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm > Set($ExternalAuthPriority, ?[ ? 'My_LDAP', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'My_MySQL', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'My_SSO_Cookie' > ? ? ? ? ? ? ? ? ? ? ? ? ? ?] > ); > Set($ExternalInfoPriority, ?[ ? 'My_MySQL', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'My_LDAP' > ? ? ? ? ? ? ? ? ? ? ? ? ? ?] > ); > Set($ExternalServiceUsesSSLorTLS, ? ?1); ?# <== set this to `1' for > TLS. tried with `0' as well and failed > Set($AutoCreateNonExternalUsers, ? ?1); > Set($ExternalSettings, ? ? ?{ ? # AN EXAMPLE DB SERVICE > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'My_MySQL' ? => ?{ ? ? ?## GENERIC SECTION > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'type' > ? ? ? ? ? ? => ?'db', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'server' > ? ? ? ? ? ? => ?'server.domain.tld', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'database' > ? ? ? ? ? ? => ?'DB_NAME', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'table' > ? ? ? ? ? ? => ?'USERS_TABLE', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'user' > ? ? ? ? ? ? => ?'DB_USER', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'pass' > ? ? ? ? ? ? => ?'DB_PASS', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'port' > ? ? ? ? ? ? => ?'DB_PORT', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'dbi_driver' > ? ? ? ? ? ? => ?'DBI_DRIVER', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'u_field' > ? ? ? ? ? ? => ?'username', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'p_field' > ? ? ? ? ? ? => ?'password', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'p_enc_pkg' > ? ? ? ? ? ? => ?'Crypt::MySQL', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'p_enc_sub' > ? ? ? ? ? ? => ?'password', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'d_field' > ? ? ? ? ? ? => ?'disabled', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'d_values' > ? ? ? ? ? ? => ?['0'], > > 'attr_match_list' ? ? ? ? ? => ?[ ? 'Gecos', > > ? ? ? ? ? ? ? ? ? ? 'Name' > > ? ? ? ? ? ? ? ? ], > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'attr_map' > ? ? ? ? ? ? => ?{ ? 'Name' => 'username', > > ? ? ? ? ? ? ? ? ? ? 'EmailAddress' => 'email', > > ? ? ? ? ? ? ? ? ? ? 'ExternalAuthId' => 'username', > > ? ? ? ? ? ? ? ? ? ? 'Gecos' => 'userID' > > ? ? ? ? ? ? ? ? } > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?}, > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'My_LDAP' ? ? ? => ?{ ? ## GENERIC SECTION > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'type' > ? ? ? ? ? ? => ?'ldap', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'server' > ? ? ? ? ? ? => ?'ldaps://192.168.1.7:1636', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'user' > ? ? ? ? ? ? => ?'sysldapq', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'pass' > ? ? ? ? ? => ?'secret', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'debug' ? ? ? ? ? ? ? ? ? => 255, > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'base' > ? ? ? ? ? ? => ?'ou=People,dc=mnet,dc=example,dc=com', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'filter' > ? ? ? ? ? ? => ?'(objectclass=mnetperson)', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'d_filter' > ? ? ? ? ? ? => ?'(objectclass=blah)', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'tls' > ? ? ? ? ? ? => ?1, ? ? ? ? # <== set this to `1' for tls. failed with > `0' as well > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'ssl_version' > ? ? ? ? ? ? => ?3, > > 'net_ldap_args' ? ? ? ? ? ? => [ ? ?version => ?3 ? ], > > 'attr_match_list' ? ? ? ? ? => [ ? ?'Name', > > ? ? ? ? ? ? ? ? ? ? 'EmailAddress', > > ? ? ? ? ? ? ? ? ], > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'attr_map' > ? ? ? ? ? ? => ?{ ? 'Name' => 'uid', > > ? ? ? ? ? ? ? ? ? ? 'EmailAddress' => 'mail', > > ? ? ? ? ? ? ? ? ? ? 'Organization' => 'companynumber', > > ? ? ? ? ? ? ? ? ? ? 'RealName' => 'cn', > > ? ? ? ? ? ? ? ? ? ? 'ExternalAuthId' => 'uid', > > ? ? ? ? ? ? ? ? ? ? 'WorkPhone' => 'telephoneNumber', > > ? ? ? ? ? ? ? ? ? ? 'Address1' => 'street', > > ? ? ? ? ? ? ? ? ? ? 'City' => 'l', > > ? ? ? ? ? ? ? ? ? ? 'State' => 'st', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'Zip' => 'postalCode' > > ? ? ? ? ? ? ? ? ? ? 'Country' => 'nationname' > > ? ? ? ? ? ? ? ? } > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?}, > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'My_SSO_Cookie' ?=> { ? # # The type > of service (db/ldap/cookie) > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'type' > ? ? ? ? ? ? => ?'cookie', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'name' > ? ? ? ? ? ? => ?'loginCookieValue', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'u_table' > ? ? ? ? ? ? => ?'users', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'u_field' > ? ? ? ? ? ? => ?'username', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'u_match_key' > ? ? ? ? ? ? => ?'userID', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'c_table' > ? ? ? ? ? ? => ?'login_cookie', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'c_field' > ? ? ? ? ? ? => ?'loginCookieValue', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'c_match_key' > ? ? ? ? ? ? => ?'loginCookieUserID', > > 'db_service_name' ? ? ? ? ? => ?'My_MySQL' > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?} > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?} > ); > 1; > > I can login as root with local password. I got it working after going through the README few more times and replacing the user => 'binduser' with user => 'the binddn of the user' -- 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 dustin.berube at gmail.com Wed May 25 21:38:38 2011 From: dustin.berube at gmail.com (Dustin Berube) Date: Wed, 25 May 2011 21:38:38 -0400 Subject: [rt-users] Records RT - Doubt In-Reply-To: References: Message-ID: > 3) Then we have an alternative for users who never get onto RT. We created > DB "Views" (native SQL) used for reporting only and then use Cognos as a > reporting tool against those views. The reports that exist are available > thru "links" in our company website. > > Kenn, I'd be curious to find out a little more about the Cognos configuration. If you are using Impromptu, are you using a distributed catalog setup to distribute the catalog to your Cognos users? I currently use Cognos to generate reports from our ERP/CRM package running on an iSeries. Thanks, Dustin -------------- next part -------------- An HTML attachment was scrubbed... URL: From wolfram.huettermann at desy.de Thu May 26 04:21:44 2011 From: wolfram.huettermann at desy.de (Wolfram Huettermann) Date: Thu, 26 May 2011 10:21:44 +0200 Subject: [rt-users] Activating a plugin Message-ID: <4DDE0D98.7050206@desy.de> Hi everybody, A short definition at first. Let localpath be my path where my RT is installed. I have got a plugin called RT-Extension-Dummy. It has only got one module Create.html in localpath/plugins/RT-Extension-Dummy/html/Ticket. The only difference compared to Create.html in localpath/share/html/Ticket is that you see this message in the code: <& /Elements/ListActions, actions => \@results &> This is just a dummy version of Create.html! Please ignore it!
      Everything else is the same. What did I do in order to activate this plugin? 1) I created a directory RT-Extension-Dummy in localpath/local/plugins/ 2) I created the following subdirectories: - lib - lib/RT - lib/RT/Extension - html - html/Ticket 3) I created Dummy.pm in lib/RT/Extension. Its content is: package RT::Extension::Dummy; use 5.008; use strict; use warnings; our $VERSION = "0.01"; 1; # omitting pod sequences 4) I copied Create.html from localpath/share/html/Ticket.html to localpath/local/plugins/RT-Extension-Dummy and inserted the text I mentioned at the beginning. 5) I changed localpath/etc/RT_SiteConfig.pm and extended @plugins like this: Set (@plugins,(... , "RT::Extension::Dummy")); 6) I restarted the httpd server. Having accomplished all of these steps, I still do not see the text This is just a dummy version of Create.html! Please ignore it! in Ticket/RtimCreate.html. What should I do in addition to activate RT-Extension-Dummy? By the way, I am root on my shell I work with. Thanks in advance, Wolfram H?ttermann From luiz at engenhosolucoes.com.br Thu May 26 08:58:48 2011 From: luiz at engenhosolucoes.com.br (Luiz Fernando Bernardes Ribeiro) Date: Thu, 26 May 2011 09:58:48 -0300 Subject: [rt-users] Article creation Message-ID: Hello all, I've just upgraded to RT4 and noticed the article feature but when I try to create a new article a "Permission denied" error appears. My user has privileged access and everything else is working as expected. Is any kind of additional setup needed to use articles? best regards, Luiz Fernando -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Thu May 26 08:58:00 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Thu, 26 May 2011 13:58:00 +0100 Subject: [rt-users] RT::Extension::LDAPImport install fails Message-ID: <4DDE4E58.6040903@sgul.ac.uk> Hi, I'm trying to install LDAPImport and I'm stuck with an error which I can't properly understand stating " You tried to plan twice". Can anyone give me a hint? Full error export follows. Thanks, Giuseppe # cpan install RT::Extension::LDAPImport CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Thu, 26 May 2011 01:39:53 GMT install is up to date. Running install for module RT::Extension::LDAPImport Running make for F/FA/FALCONE/RT-Extension-LDAPImport-0.31.tar.gz CPAN: Digest::MD5 loaded ok CPAN: Compress::Zlib loaded ok Checksum for /root/.cpan/sources/authors/id/F/FA/FALCONE/RT-Extension-LDAPImport-0.31.tar.gz ok Scanning cache /root/.cpan/build for sizes RT-Extension-LDAPImport-0.31/ RT-Extension-LDAPImport-0.31/bin/ RT-Extension-LDAPImport-0.31/Changes RT-Extension-LDAPImport-0.31/inc/ RT-Extension-LDAPImport-0.31/INSTALL.SKIP RT-Extension-LDAPImport-0.31/lib/ RT-Extension-LDAPImport-0.31/Makefile.PL RT-Extension-LDAPImport-0.31/MANIFEST RT-Extension-LDAPImport-0.31/MANIFEST.SKIP RT-Extension-LDAPImport-0.31/META.yml RT-Extension-LDAPImport-0.31/README RT-Extension-LDAPImport-0.31/SIGNATURE RT-Extension-LDAPImport-0.31/t/ RT-Extension-LDAPImport-0.31/t/00.load.t RT-Extension-LDAPImport-0.31/t/group-import.t RT-Extension-LDAPImport-0.31/t/lib/ RT-Extension-LDAPImport-0.31/t/pod-coverage.t RT-Extension-LDAPImport-0.31/t/pod.t RT-Extension-LDAPImport-0.31/t/user-import-privileged.t RT-Extension-LDAPImport-0.31/t/user-import.t RT-Extension-LDAPImport-0.31/t/lib/RT/ RT-Extension-LDAPImport-0.31/t/lib/RT/Extension/ RT-Extension-LDAPImport-0.31/t/lib/RT/Extension/LDAPImport/ RT-Extension-LDAPImport-0.31/t/lib/RT/Extension/LDAPImport/Test.pm.in RT-Extension-LDAPImport-0.31/lib/RT/ RT-Extension-LDAPImport-0.31/lib/RT/Extension/ RT-Extension-LDAPImport-0.31/lib/RT/Extension/LDAPImport.pm RT-Extension-LDAPImport-0.31/inc/Module/ RT-Extension-LDAPImport-0.31/inc/Module/AutoInstall.pm RT-Extension-LDAPImport-0.31/inc/Module/Install/ RT-Extension-LDAPImport-0.31/inc/Module/Install.pm RT-Extension-LDAPImport-0.31/inc/Module/Install/AutoInstall.pm RT-Extension-LDAPImport-0.31/inc/Module/Install/Base.pm RT-Extension-LDAPImport-0.31/inc/Module/Install/Can.pm RT-Extension-LDAPImport-0.31/inc/Module/Install/Fetch.pm RT-Extension-LDAPImport-0.31/inc/Module/Install/Include.pm RT-Extension-LDAPImport-0.31/inc/Module/Install/Makefile.pm RT-Extension-LDAPImport-0.31/inc/Module/Install/Metadata.pm RT-Extension-LDAPImport-0.31/inc/Module/Install/RTx.pm RT-Extension-LDAPImport-0.31/inc/Module/Install/Substitute.pm RT-Extension-LDAPImport-0.31/inc/Module/Install/Win32.pm RT-Extension-LDAPImport-0.31/inc/Module/Install/WriteAll.pm /bin/tar: Read 3072 bytes from - RT-Extension-LDAPImport-0.31/bin/rtldapimport.in Removing previously used /root/.cpan/build/RT-Extension-LDAPImport-0.31 CPAN.pm: Going to build F/FA/FALCONE/RT-Extension-LDAPImport-0.31.tar.gz Cannot determine perl version info from lib/RT/Extension/LDAPImport.pm Using RT configuration from /opt/rt4/lib/RT.pm: ./bin => /opt/rt4/local/plugins/RT-Extension-LDAPImport/bin ./lib => /opt/rt4/local/plugins/RT-Extension-LDAPImport/lib Cannot determine perl version info from lib/RT/Extension/LDAPImport.pm Open input '/root/.cpan/build/RT-Extension-LDAPImport-0.31/bin/rtldapimport.in' file for substitution Open output '/root/.cpan/build/RT-Extension-LDAPImport-0.31/bin/rtldapimport' file for substitution Open input '/root/.cpan/build/RT-Extension-LDAPImport-0.31/t/lib/RT/Extension/LDAPImport/Test.pm.in' file for substitution Open output '/root/.cpan/build/RT-Extension-LDAPImport-0.31/t/lib/RT/Extension/LDAPImport/Test.pm' file for substitution *** Module::AutoInstall version 1.03 *** Checking for Perl dependencies... [Core Features] - Test::More ...loaded. (0.98) - Net::LDAP ...loaded. (0.4001) - Class::Accessor ...loaded. (0.34) [Proper Testing] - Net::LDAP::Server::Test ...missing. ==> Auto-install the 1 optional module(s) from CPAN? [n] n *** Module::AutoInstall configuration finished. Checking if your kit is complete... Looks good Writing Makefile for RT::Extension::LDAPImport cp lib/RT/Extension/LDAPImport.pm blib/lib/RT/Extension/LDAPImport.pm Manifying blib/man3/RT::Extension::LDAPImport.3pm /usr/bin/make -- OK Running make test PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/00.load.t t/group-import.t t/pod-coverage.t t/pod.t t/user-import-privileged.t t/user-import.t t/00.load.t ................. 1/1 # Testing RT::Extension::LDAPImport 0.31 t/00.load.t ................. ok t/group-import.t ............ 1/43 You tried to plan twice at t/group-import.t line 5. You tried to plan twice at t/group-import.t line 5. # Looks like you planned 43 tests but ran 3. # Looks like your test exited with 255 just after 3. t/group-import.t ............ Dubious, test returned 255 (wstat 65280, 0xff00) Failed 40/43 subtests t/pod-coverage.t ............ ok t/pod.t ..................... ok t/user-import-privileged.t .. 1/34 You tried to plan twice at t/user-import-privileged.t line 5. You tried to plan twice at t/user-import-privileged.t line 5. # Looks like you planned 34 tests but ran 3. # Looks like your test exited with 255 just after 3. t/user-import-privileged.t .. Dubious, test returned 255 (wstat 65280, 0xff00) Failed 31/34 subtests t/user-import.t ............. 1/37 You tried to plan twice at t/user-import.t line 5. You tried to plan twice at t/user-import.t line 5. # Looks like you planned 37 tests but ran 3. # Looks like your test exited with 255 just after 3. t/user-import.t ............. Dubious, test returned 255 (wstat 65280, 0xff00) Failed 34/37 subtests Test Summary Report ------------------- t/group-import.t (Wstat: 65280 Tests: 3 Failed: 0) Non-zero exit status: 255 Parse errors: Bad plan. You planned 43 tests but ran 3. t/user-import-privileged.t (Wstat: 65280 Tests: 3 Failed: 0) Non-zero exit status: 255 Parse errors: Bad plan. You planned 34 tests but ran 3. t/user-import.t (Wstat: 65280 Tests: 3 Failed: 0) Non-zero exit status: 255 Parse errors: Bad plan. You planned 37 tests but ran 3. Files=6, Tests=12, 7 wallclock secs ( 0.03 usr 0.01 sys + 3.43 cusr 0.23 csys = 3.70 CPU) Result: FAIL Failed 3/6 test programs. 0/12 subtests failed. make: *** [test_dynamic] Error 255 /usr/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force -- ____________________________________ 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 Thu May 26 09:38:54 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 26 May 2011 09:38:54 -0400 Subject: [rt-users] Article creation In-Reply-To: References: Message-ID: <20110526133854.GG15565@jibsheet.com> On Thu, May 26, 2011 at 09:58:48AM -0300, Luiz Fernando Bernardes Ribeiro wrote: > I've just upgraded to RT4 and noticed the article feature but when I try to create a new > article a "Permission denied" error appears. My user has privileged access and everything > else is working as expected. Is any kind of additional setup needed to use articles? Have you reviewed docs/customizing/articles_introduction.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 falcone at bestpractical.com Thu May 26 09:41:20 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 26 May 2011 09:41:20 -0400 Subject: [rt-users] RT::Extension::LDAPImport install fails In-Reply-To: <4DDE4E58.6040903@sgul.ac.uk> References: <4DDE4E58.6040903@sgul.ac.uk> Message-ID: <20110526134120.GH15565@jibsheet.com> On Thu, May 26, 2011 at 01:58:00PM +0100, Giuseppe Sollazzo wrote: > Hi, > I'm trying to install LDAPImport and I'm stuck with an error which I > can't properly understand stating " You tried to plan twice". > Can anyone give me a hint? This module is required to run the tests: > - Net::LDAP::Server::Test ...missing. > ==> Auto-install the 1 optional module(s) from CPAN? [n] n But you didn't install it, so they aren't going to work. If you want to run the tests, install all the deps on a dev server where you have full access to a test database to run them. If you don't want to run the tests, download the tarball and follow the instructions in the README instead of using the CPAN shell. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From hiro24 at gmail.com Thu May 26 09:58:50 2011 From: hiro24 at gmail.com (Chris Hall) Date: Thu, 26 May 2011 09:58:50 -0400 Subject: [rt-users] Adding "Queue" to comment/reply section Message-ID: Hello all, I was wondering if I could get a hand with a change I wanted to make on our end. In fact, I was able to change this in 3.8.8 days, but the changes don't work on 4.0.0. I want to add to the "Ticket and Transaction" section a "Queue" option, so that my user base can change the queue when updating or replying to tickets without having to go through the extra steps of going to basic and changing it there once the ticket has been updated. I've tried several modifications to the code, but nothing seems to give me the results I'm looking for. Is anybody able to offer any assistance on adding this dropdown into the Ticket and Transaction field? -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Thu May 26 09:59:05 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Thu, 26 May 2011 14:59:05 +0100 Subject: [rt-users] RT::Extension::LDAPImport install fails In-Reply-To: <20110526134120.GH15565@jibsheet.com> References: <4DDE4E58.6040903@sgul.ac.uk> <20110526134120.GH15565@jibsheet.com> Message-ID: <4DDE5CA9.8010608@sgul.ac.uk> Hi Kevin, thanks for that. The reason I answered "n" is that if I try and install the test package I get the following output (even if I try the install separately): Running make test PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t t/00-load.t ....... 1/1 # Testing Net::LDAP::Server::Test 0.10, Perl 5.008008, /usr/bin/perl t/00-load.t ....... ok t/01-ldap.t ....... 1/12 Creating new LDAP server on port 10636 ... Accepted connection from: 127.0.0.1 Creating new LDAP server on port 10636 ... Unable to listen on port 10636: Address already in use at /root/.cpan/build/Net-LDAP-Server-Test-0.10/blib/lib/Net/LDAP/Server/Test.pm line 844. ... shutting down server After which it stops there and never returns to prompt nor proceeds to the actual install of LDAPImport. I'm still happy to run through cpan rather than tarball so if you have any idea how to sort this out that would be awesome. Many thanks, Giuseppe On 26/05/11 14:41, Kevin Falcone wrote: > On Thu, May 26, 2011 at 01:58:00PM +0100, Giuseppe Sollazzo wrote: >> Hi, >> I'm trying to install LDAPImport and I'm stuck with an error which I >> can't properly understand stating " You tried to plan twice". >> Can anyone give me a hint? > This module is required to run the tests: > >> - Net::LDAP::Server::Test ...missing. >> ==> Auto-install the 1 optional module(s) from CPAN? [n] n > But you didn't install it, so they aren't going to work. > > If you want to run the tests, install all the deps on a dev server > where you have full access to a test database to run them. > > If you don't want to run the tests, download the tarball and follow > the instructions in the README instead of using the CPAN shell. > > -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 gsollazz at sgul.ac.uk Thu May 26 09:58:51 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Thu, 26 May 2011 14:58:51 +0100 Subject: [rt-users] RT::Extension::LDAPImport install fails In-Reply-To: <20110526134120.GH15565@jibsheet.com> References: <4DDE4E58.6040903@sgul.ac.uk> <20110526134120.GH15565@jibsheet.com> Message-ID: <4DDE5C9B.7080602@sgul.ac.uk> Hi Kevin, thanks for that. The reason I answered "n" is that if I try and install the test package I get the following output (even if I try the install separately): Running make test PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t t/00-load.t ....... 1/1 # Testing Net::LDAP::Server::Test 0.10, Perl 5.008008, /usr/bin/perl t/00-load.t ....... ok t/01-ldap.t ....... 1/12 Creating new LDAP server on port 10636 ... Accepted connection from: 127.0.0.1 Creating new LDAP server on port 10636 ... Unable to listen on port 10636: Address already in use at /root/.cpan/build/Net-LDAP-Server-Test-0.10/blib/lib/Net/LDAP/Server/Test.pm line 844. ... shutting down server After which it stops there and never returns to prompt nor proceeds to the actual install of LDAPImport. I'm still happy to run through cpan rather than tarball so if you have any idea how to sort this out that would be awesome. Many thanks, Giuseppe On 26/05/11 14:41, Kevin Falcone wrote: > On Thu, May 26, 2011 at 01:58:00PM +0100, Giuseppe Sollazzo wrote: >> Hi, >> I'm trying to install LDAPImport and I'm stuck with an error which I >> can't properly understand stating " You tried to plan twice". >> Can anyone give me a hint? > This module is required to run the tests: > >> - Net::LDAP::Server::Test ...missing. >> ==> Auto-install the 1 optional module(s) from CPAN? [n] n > But you didn't install it, so they aren't going to work. > > If you want to run the tests, install all the deps on a dev server > where you have full access to a test database to run them. > > If you don't want to run the tests, download the tarball and follow > the instructions in the README instead of using the CPAN shell. > > -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 kfcrocker at lbl.gov Thu May 26 10:34:50 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 26 May 2011 07:34:50 -0700 Subject: [rt-users] Adding "Queue" to comment/reply section In-Reply-To: References: Message-ID: Chris, I'm not sure I understand what you're asking. You wrote "so that my user base can change the queue when updating or replying to tickets". Why in the world would you want to do this? Tickets reside in a Queue, so how could RT find that ticket if you were sending an update to a different Queue? Again, I'm sure I read this incorrectly (that happens a lot with me ;-). Could you explain this a little differently, perhaps? Kenn LBNL On Thu, May 26, 2011 at 6:58 AM, Chris Hall wrote: > Hello all, > > I was wondering if I could get a hand with a change I wanted to make on our > end. In fact, I was able to change this in 3.8.8 days, but the changes > don't work on 4.0.0. I want to add to the "Ticket and Transaction" section > a "Queue" option, so that my user base can change the queue when updating or > replying to tickets without having to go through the extra steps of going to > basic and changing it there once the ticket has been updated. I've tried > several modifications to the code, but nothing seems to give me the results > I'm looking for. > > Is anybody able to offer any assistance on adding this dropdown into the > Ticket and Transaction field? > -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd.burton at tbaytel.com Thu May 26 10:42:03 2011 From: todd.burton at tbaytel.com (Todd Burton) Date: Thu, 26 May 2011 10:42:03 -0400 Subject: [rt-users] Attachments using REST in VB.NET Message-ID: Hi, I am currently developing an application using VB.NET in which I am accessing RT using the REST interface. So far, I have been able to successfully create tickets and modify their history by referencing the Request Tracker Wiki. However, I have not been able to add an attachment to a ticket. I have done extensive research online, but so far I have not been able to find any working examples in VB.NET. To actually upload the data to RT, I use System.Net.WebClient. The following VB.NET code does the important work: Dim Client As New System.Net.WebClient Dim postBytes As Byte() = System.Text.Encoding.ASCII.GetBytes(postString) Client.UploadData(URL, "POST", postBytes) A simplified version of my URL is as follows: "..//REST/1.0/ticket/" + ticketNumber + "/comment?user=" + userName + "&pass=" + password Finally, an example of the content that I post is: postString = "content=Text: RT Test" + vbLf + "Action: Comment" + vbLf + "Attachment: examplefile.jpg" + vbLf + "attachment_1=" As you can see, the postString is converted to bytes and then uploaded to the RT server. However, I do not know where or how I should be posting the raw attachment itself. The RT wiki mentions that it should be in a variable "attachment_1," which I added to the postString variable, but I am not sure what the next step should be. Should the file be converted into bytes and appended to the postBytes variable? I attempted something like this but I received an error saying that no attachment was found for examplefile.jpg. Thanks for your help! Todd Burton ________________________________ This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this email. Please notify the sender immediately by e-mail if you have received this email by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. -------------- next part -------------- An HTML attachment was scrubbed... URL: From hiro24 at gmail.com Thu May 26 10:42:53 2011 From: hiro24 at gmail.com (Chris Hall) Date: Thu, 26 May 2011 10:42:53 -0400 Subject: [rt-users] Adding "Queue" to comment/reply section In-Reply-To: References: Message-ID: Sure Kenn, I'll elaborate.. and again, I had this working in 3.8.8.. it just seems more... difficult to dirty hack in on 4.0.0. For example: Queue 1: Level 1 support Queue 2: Level 2 support Customer calls in and the guys at level 1 open a ticket in their queue for the person's problem. 1 hr later they call back to level 1.. they are still having a problem. It's time to pass this on to the Level 2 guys. The level 1 guys want to click "comment" (or reply.. whatever) on the ticket, and annotate that customer 1 is having problems beyond their scope of responsibility. It's time for level 2 to take over. On this same page, they wish to change the queue to "Level 2 support", so that, upon updating the ticket: 1. their notes are saved to the ticket 2. the ticket is moved to the appropriate queue On Thu, May 26, 2011 at 10:34 AM, Kenneth Crocker wrote: > Chris, > > I'm not sure I understand what you're asking. You wrote "so that my user > base can change the queue when updating or replying to tickets". Why in the > world would you want to do this? Tickets reside in a Queue, so how could RT > find that ticket if you were sending an update to a different Queue? Again, > I'm sure I read this incorrectly (that happens a lot with me ;-). Could you > explain this a little differently, perhaps? > > Kenn > LBNL > > > On Thu, May 26, 2011 at 6:58 AM, Chris Hall wrote: > >> Hello all, >> >> I was wondering if I could get a hand with a change I wanted to make on >> our end. In fact, I was able to change this in 3.8.8 days, but the changes >> don't work on 4.0.0. I want to add to the "Ticket and Transaction" section >> a "Queue" option, so that my user base can change the queue when updating or >> replying to tickets without having to go through the extra steps of going to >> basic and changing it there once the ticket has been updated. I've tried >> several modifications to the code, but nothing seems to give me the results >> I'm looking for. >> >> Is anybody able to offer any assistance on adding this dropdown into the >> Ticket and Transaction field? >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Thu May 26 10:57:13 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 26 May 2011 10:57:13 -0400 Subject: [rt-users] Indexed FTS with RT 4.0.1 and pgsql 8.3.9 doesn't work In-Reply-To: <1306391785.6009.13.camel@rmwysocki> References: <1306307032.6009.7.camel@rmwysocki> <1306328930.9112.112.camel@kohr-ah> <1306391785.6009.13.camel@rmwysocki> Message-ID: <1306421833.19625.811.camel@kohr-ah> On Thu, 2011-05-26 at 08:36 +0200, Robert Wysocki wrote: > [snip] Please keep all replies on the list. > Thanks for the patch, rt-fulltext-indexer now works fine (assuming that > not trowing an error any more means everything is fine), but searches > still return no tickets whereas the same phrases are found using > non-indexed searches. Did you run `rt-fulltext-indexer`, or `rt-fulltext-indexer --all`? I suspect you only indexed the first 100 attachments in your database. - Alex From yan at seiner.com Thu May 26 11:06:39 2011 From: yan at seiner.com (Yan Seiner) Date: Thu, 26 May 2011 08:06:39 -0700 (PDT) Subject: [rt-users] Adding "Queue" to comment/reply section In-Reply-To: References: Message-ID: We do something similar. We have engineering and construction queues. When Engineering is done with design and the job is ready to go to the crews, we move it to construction queue. Right now it involves the following steps: 1. Change the queue 2. Change the owner to the Construction Manager 3. Move the old owner to AdminCC 4. Remove engineering mgr from AdminCCs 5. Add dispatch as AdminCC Since the people filling the roles don't necessarily have the same permisisons in both queues, this takes a few trips around the various RT screens. It would be nice to have all of this on one screen. On Thu, May 26, 2011 7:42 am, Chris Hall wrote: > Sure Kenn, I'll elaborate.. and again, I had this working in 3.8.8.. it > just > seems more... difficult to dirty hack in on 4.0.0. For example: > > Queue 1: Level 1 support > Queue 2: Level 2 support > > > Customer calls in and the guys at level 1 open a ticket in their queue for > the person's problem. > > 1 hr later they call back to level 1.. they are still having a problem. > It's time to pass this on to the Level 2 guys. > > The level 1 guys want to click "comment" (or reply.. whatever) on the > ticket, and annotate that customer 1 is having problems beyond their scope > of responsibility. It's time for level 2 to take over. On this same > page, > they wish to change the queue to "Level 2 support", so that, upon updating > the ticket: > > 1. their notes are saved to the ticket > 2. the ticket is moved to the appropriate queue > > > > > On Thu, May 26, 2011 at 10:34 AM, Kenneth Crocker > wrote: > >> Chris, >> >> I'm not sure I understand what you're asking. You wrote "so that my user >> base can change the queue when updating or replying to tickets". Why in >> the >> world would you want to do this? Tickets reside in a Queue, so how could >> RT >> find that ticket if you were sending an update to a different Queue? >> Again, >> I'm sure I read this incorrectly (that happens a lot with me ;-). Could >> you >> explain this a little differently, perhaps? >> >> Kenn >> LBNL >> >> >> On Thu, May 26, 2011 at 6:58 AM, Chris Hall wrote: >> >>> Hello all, >>> >>> I was wondering if I could get a hand with a change I wanted to make on >>> our end. In fact, I was able to change this in 3.8.8 days, but the >>> changes >>> don't work on 4.0.0. I want to add to the "Ticket and Transaction" >>> section >>> a "Queue" option, so that my user base can change the queue when >>> updating or >>> replying to tickets without having to go through the extra steps of >>> going to >>> basic and changing it there once the ticket has been updated. I've >>> tried >>> several modifications to the code, but nothing seems to give me the >>> results >>> I'm looking for. >>> >>> Is anybody able to offer any assistance on adding this dropdown into >>> the >>> Ticket and Transaction field? >>> >> >> > > > !DSPAM:4dde672e237401804284693! > -- 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 Thu May 26 11:37:24 2011 From: vadud3 at gmail.com (Asif Iqbal) Date: Thu, 26 May 2011 11:37:24 -0400 Subject: [rt-users] mason_data dir contents owned by root Message-ID: root at lucid:/opt/rt4/var/mason_data# ls -al total 4 drwxrwx--- 4 www-data www-data 1024 2011-05-25 17:21 . drwxr-xr-x 5 root root 1024 2011-05-20 12:42 .. drwxr-xr-x 2 root root 1024 2011-05-25 17:21 cache drwxr-xr-x 2 root root 1024 2011-05-25 17:21 obj I need help to find out why mason_data/{cache,obj} are owned by root. I removed the dirs and restarted apache2 and they come back with root as the owner root at lucid:/opt/rt4/var/mason_data# /etc/init.d/apache2 stop * Stopping web server apache2 ... waiting ........... [ OK ] root at lucid:/opt/rt4/var/mason_data# ls -al total 4 drwxrwx--- 4 www-data www-data 1024 2011-05-25 17:21 . drwxr-xr-x 5 root root 1024 2011-05-20 12:42 .. drwxr-xr-x 2 root root 1024 2011-05-25 17:21 cache drwxr-xr-x 2 root root 1024 2011-05-25 17:21 obj root at lucid:/opt/rt4/var/mason_data# rm -rf cache obj root at lucid:/opt/rt4/var/mason_data# ls -al total 2 drwxrwx--- 2 www-data www-data 1024 2011-05-26 11:34 . drwxr-xr-x 5 root root 1024 2011-05-20 12:42 .. root at lucid:/opt/rt4/var/mason_data# /etc/init.d/apache2 start * Starting web server apache2 [ OK ] root at lucid:/opt/rt4/var/mason_data# ls -al total 4 drwxrwx--- 4 www-data www-data 1024 2011-05-26 11:34 . drwxr-xr-x 5 root root 1024 2011-05-20 12:42 .. drwxr-xr-x 2 root root 1024 2011-05-26 11:34 cache drwxr-xr-x 2 root root 1024 2011-05-26 11:34 obj root at lucid:/opt/rt4/var/mason_data# ps -ef | grep apache2 root 2192 1 27 11:34 ? 00:00:04 /usr/sbin/apache2 -k start www-data 2195 2192 0 11:34 ? 00:00:00 /usr/sbin/apache2 -k start root 2198 1367 0 11:34 pts/0 00:00:00 grep --color=auto apache2 root at lucid:/opt/rt4/var/mason_data# ps -ef | grep apache2 root 2192 1 20 11:34 ? 00:00:05 /usr/sbin/apache2 -k start www-data 2195 2192 0 11:34 ? 00:00:00 /usr/sbin/apache2 -k start www-data 2199 2192 2 11:34 ? 00:00:00 /usr/sbin/apache2 -k start www-data 2200 2192 2 11:34 ? 00:00:00 /usr/sbin/apache2 -k start root 2256 1367 0 11:34 pts/0 00:00:00 grep --color=auto apache2 root at lucid:/opt/rt4/var/mason_data# -- 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 hiro24 at gmail.com Thu May 26 11:45:22 2011 From: hiro24 at gmail.com (Chris Hall) Date: Thu, 26 May 2011 11:45:22 -0400 Subject: [rt-users] Adding "Queue" to comment/reply section In-Reply-To: References: Message-ID: Good times... good times... I got it working, so gotta share my modifications w/ everyone. In fact, I would have had it working a LONG time ago, but I had neglected 1 major step: removing all the old mason_data info! So for anybody who wants to add queue information to your reply/comments section, edit share/html/Update.html in the following way: <& /Ticket/Elements/EditBasics, TicketObj => $TicketObj, InTable => 1, fields => [ { name => 'Status', comp => '/Elements/SelectStatus', args => { Name => 'Status', DefaultLabel => loc("[_1] (Unchanged)", loc($TicketObj->Status)), Default => $ARGS{'Status'} || ($TicketObj->Status eq $DefaultStatus ? undef : $DefaultStatus), TicketObj => $TicketObj, QueueObj => $TicketObj->QueueObj }, }, { name => 'Queue', comp => '/Elements/SelectQueue', args => { Name => 'Queue', Default => $ARGS{'Queue'} || $TicketObj->QueueObj->Id, ShowNullOption => 0, } }, { name => 'Owner', comp => '/Elements/SelectOwner', args => { Name => "Owner", TicketObj => $TicketObj, QueueObj => $TicketObj->QueueObj, DefaultLabel => loc("[_1] (Unchanged)", $m->scomp('/Elements/ShowUser', User => $TicketObj->OwnerObj)), Default => $ARGS{'Owner'} } }, { name => 'Worked', comp => '/Elements/EditTimeValue', args => { Name => 'UpdateTimeWorked', Default => $ARGS{UpdateTimeWorked}||'', InUnits => $ARGS{'UpdateTimeWorked-TimeUnits'}||'minutes', } }, ] &> The new stuff is the name => 'Queue' and REMEMBER! when you're done, to rm -rf /opt/rt4/var/mason_data/* otherwise you'll be banging your head for hours wondering how you can change damn near ANYTHING and yet NOTHING changes when you reload your webserver. Eh, lesson learned the hard way I guess. :) On Thu, May 26, 2011 at 11:06 AM, Yan Seiner wrote: > We do something similar. We have engineering and construction queues. > > When Engineering is done with design and the job is ready to go to the > crews, we move it to construction queue. Right now it involves the > following steps: > > 1. Change the queue > 2. Change the owner to the Construction Manager > 3. Move the old owner to AdminCC > 4. Remove engineering mgr from AdminCCs > 5. Add dispatch as AdminCC > > Since the people filling the roles don't necessarily have the same > permisisons in both queues, this takes a few trips around the various RT > screens. It would be nice to have all of this on one screen. > > > On Thu, May 26, 2011 7:42 am, Chris Hall wrote: > > Sure Kenn, I'll elaborate.. and again, I had this working in 3.8.8.. it > > just > > seems more... difficult to dirty hack in on 4.0.0. For example: > > > > Queue 1: Level 1 support > > Queue 2: Level 2 support > > > > > > Customer calls in and the guys at level 1 open a ticket in their queue > for > > the person's problem. > > > > 1 hr later they call back to level 1.. they are still having a problem. > > It's time to pass this on to the Level 2 guys. > > > > The level 1 guys want to click "comment" (or reply.. whatever) on the > > ticket, and annotate that customer 1 is having problems beyond their > scope > > of responsibility. It's time for level 2 to take over. On this same > > page, > > they wish to change the queue to "Level 2 support", so that, upon > updating > > the ticket: > > > > 1. their notes are saved to the ticket > > 2. the ticket is moved to the appropriate queue > > > > > > > > > > On Thu, May 26, 2011 at 10:34 AM, Kenneth Crocker > > wrote: > > > >> Chris, > >> > >> I'm not sure I understand what you're asking. You wrote "so that my user > >> base can change the queue when updating or replying to tickets". Why in > >> the > >> world would you want to do this? Tickets reside in a Queue, so how could > >> RT > >> find that ticket if you were sending an update to a different Queue? > >> Again, > >> I'm sure I read this incorrectly (that happens a lot with me ;-). Could > >> you > >> explain this a little differently, perhaps? > >> > >> Kenn > >> LBNL > >> > >> > >> On Thu, May 26, 2011 at 6:58 AM, Chris Hall wrote: > >> > >>> Hello all, > >>> > >>> I was wondering if I could get a hand with a change I wanted to make on > >>> our end. In fact, I was able to change this in 3.8.8 days, but the > >>> changes > >>> don't work on 4.0.0. I want to add to the "Ticket and Transaction" > >>> section > >>> a "Queue" option, so that my user base can change the queue when > >>> updating or > >>> replying to tickets without having to go through the extra steps of > >>> going to > >>> basic and changing it there once the ticket has been updated. I've > >>> tried > >>> several modifications to the code, but nothing seems to give me the > >>> results > >>> I'm looking for. > >>> > >>> Is anybody able to offer any assistance on adding this dropdown into > >>> the > >>> Ticket and Transaction field? > >>> > >> > >> > > > > > > !DSPAM:4dde672e237401804284693! > > > > > -- > 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 falcone at bestpractical.com Thu May 26 11:55:48 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 26 May 2011 11:55:48 -0400 Subject: [rt-users] RT::Extension::LDAPImport install fails In-Reply-To: <4DDE5CA9.8010608@sgul.ac.uk> References: <4DDE4E58.6040903@sgul.ac.uk> <20110526134120.GH15565@jibsheet.com> <4DDE5CA9.8010608@sgul.ac.uk> Message-ID: <20110526155548.GI15565@jibsheet.com> On Thu, May 26, 2011 at 02:59:05PM +0100, Giuseppe Sollazzo wrote: > The reason I answered "n" is that if I try and install the test > package I get the following output (even if I try the install > separately): > > Running make test > PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" > "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t > t/00-load.t ....... 1/1 # Testing Net::LDAP::Server::Test 0.10, Perl > 5.008008, /usr/bin/perl > t/00-load.t ....... ok > t/01-ldap.t ....... 1/12 Creating new LDAP server on port 10636 ... > Accepted connection from: 127.0.0.1 > Creating new LDAP server on port 10636 ... > Unable to listen on port 10636: Address already in use at /root/.cpan/build/Net-LDAP-Server-Test-0.10/blib/lib/Net/LDAP/Server/Test.pm > line 844. > ... shutting down server This is a random port, so either you have a conflict on the random port it chose, or some other restriction from your OS. You do understand that the test suite will need to create an rt3test database and put data in it? I suspect that you really do not want to run the test suite, and we'll release an update that moves them to author tests. I still suggest a manual installation since it will make it easier for you to review the README -kevin > After which it stops there and never returns to prompt nor proceeds > to the actual install of LDAPImport. I'm still happy to run through > cpan rather than tarball so if you have any idea how to sort this > out that would be awesome. > > Many thanks, > Giuseppe > > On 26/05/11 14:41, Kevin Falcone wrote: > >On Thu, May 26, 2011 at 01:58:00PM +0100, Giuseppe Sollazzo wrote: > >>Hi, > >>I'm trying to install LDAPImport and I'm stuck with an error which I > >>can't properly understand stating " You tried to plan twice". > >>Can anyone give me a hint? > >This module is required to run the tests: > > > >>- Net::LDAP::Server::Test ...missing. > >>==> Auto-install the 1 optional module(s) from CPAN? [n] n > >But you didn't install it, so they aren't going to work. > > > >If you want to run the tests, install all the deps on a dev server > >where you have full access to a test database to run them. > > > >If you don't want to run the tests, download the tarball and follow > >the instructions in the README instead of using the CPAN shell. -------------- 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 May 26 12:00:30 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 26 May 2011 12:00:30 -0400 Subject: [rt-users] Adding "Queue" to comment/reply section In-Reply-To: References: Message-ID: <20110526160030.GJ15565@jibsheet.com> On Thu, May 26, 2011 at 11:45:22AM -0400, Chris Hall wrote: > Good times... good times... I got it working, so gotta share my modifications w/ everyone. In > fact, I would have had it working a LONG time ago, but I had neglected 1 major step: removing > all the old mason_data info! So for anybody who wants to add queue information to your > reply/comments section, edit share/html/Update.html in the following way: You should check http://requesttracker.wikia.com/wiki/Customizing to see if you could have done this with a callback instead. Hopefully you're not editing in-place, otherwise you're complicating your upgrade options. -kevin > <& /Ticket/Elements/EditBasics, > TicketObj => $TicketObj, > InTable => 1, > fields => [ > { name => 'Status', > comp => '/Elements/SelectStatus', > args => { > Name => 'Status', > DefaultLabel => loc("[_1] (Unchanged)", loc($TicketObj->Status)), > Default => $ARGS{'Status'} || ($TicketObj->Status eq $DefaultStatus ? undef : $DefaultStatus), > TicketObj => $TicketObj, > QueueObj => $TicketObj->QueueObj > }, > }, > { name => 'Queue', > comp => '/Elements/SelectQueue', > args => { > Name => 'Queue', > Default => $ARGS{'Queue'} || $TicketObj->QueueObj->Id, > ShowNullOption => 0, > } > }, > { name => 'Owner', > comp => '/Elements/SelectOwner', > args => { > Name => "Owner", > TicketObj => $TicketObj, > QueueObj => $TicketObj->QueueObj, > DefaultLabel => loc("[_1] (Unchanged)", $m->scomp('/Elements/ShowUser', User => > $TicketObj->OwnerObj)), > Default => $ARGS{'Owner'} > } > }, > { name => 'Worked', > comp => '/Elements/EditTimeValue', > args => { > Name => 'UpdateTimeWorked', > Default => $ARGS{UpdateTimeWorked}||'', > InUnits => $ARGS{'UpdateTimeWorked-TimeUnits'}||'minutes', > } > }, > ] > &> > The new stuff is the name => 'Queue' > and REMEMBER! when you're done, to rm -rf /opt/rt4/var/mason_data/* > otherwise you'll be banging your head for hours wondering how you can change damn near > ANYTHING and yet NOTHING changes when you reload your webserver. Eh, lesson learned the hard > way I guess. :) > > On Thu, May 26, 2011 at 11:06 AM, Yan Seiner <[1]yan at seiner.com> wrote: > > We do something similar. We have engineering and construction queues. > > When Engineering is done with design and the job is ready to go to the > crews, we move it to construction queue. Right now it involves the > following steps: > > 1. Change the queue > 2. Change the owner to the Construction Manager > 3. Move the old owner to AdminCC > 4. Remove engineering mgr from AdminCCs > 5. Add dispatch as AdminCC > > Since the people filling the roles don't necessarily have the same > permisisons in both queues, this takes a few trips around the various RT > screens. It would be nice to have all of this on one screen. > > On Thu, May 26, 2011 7:42 am, Chris Hall wrote: > > Sure Kenn, I'll elaborate.. and again, I had this working in 3.8.8.. it > > just > > seems more... difficult to dirty hack in on 4.0.0. For example: > > > > Queue 1: Level 1 support > > Queue 2: Level 2 support > > > > > > Customer calls in and the guys at level 1 open a ticket in their queue for > > the person's problem. > > > > 1 hr later they call back to level 1.. they are still having a problem. > > It's time to pass this on to the Level 2 guys. > > > > The level 1 guys want to click "comment" (or reply.. whatever) on the > > ticket, and annotate that customer 1 is having problems beyond their scope > > of responsibility. It's time for level 2 to take over. On this same > > page, > > they wish to change the queue to "Level 2 support", so that, upon updating > > the ticket: > > > > 1. their notes are saved to the ticket > > 2. the ticket is moved to the appropriate queue > > > > > > > > > > On Thu, May 26, 2011 at 10:34 AM, Kenneth Crocker <[2]kfcrocker at lbl.gov> > > wrote: > > > >> Chris, > >> > >> I'm not sure I understand what you're asking. You wrote "so that my user > >> base can change the queue when updating or replying to tickets". Why in > >> the > >> world would you want to do this? Tickets reside in a Queue, so how could > >> RT > >> find that ticket if you were sending an update to a different Queue? > >> Again, > >> I'm sure I read this incorrectly (that happens a lot with me ;-). Could > >> you > >> explain this a little differently, perhaps? > >> > >> Kenn > >> LBNL > >> > >> > >> On Thu, May 26, 2011 at 6:58 AM, Chris Hall <[3]hiro24 at gmail.com> wrote: > >> > >>> Hello all, > >>> > >>> I was wondering if I could get a hand with a change I wanted to make on > >>> our end. In fact, I was able to change this in 3.8.8 days, but the > >>> changes > >>> don't work on 4.0.0. I want to add to the "Ticket and Transaction" > >>> section > >>> a "Queue" option, so that my user base can change the queue when > >>> updating or > >>> replying to tickets without having to go through the extra steps of > >>> going to > >>> basic and changing it there once the ticket has been updated. I've > >>> tried > >>> several modifications to the code, but nothing seems to give me the > >>> results > >>> I'm looking for. > >>> > >>> Is anybody able to offer any assistance on adding this dropdown into > >>> the > >>> Ticket and Transaction field? > >>> > >> > >> > > > > > > !DSPAM:4dde672e237401804284693! > > > > -- > My daughter is racing a triathlon to raise money for her swim club. Want > to help? > > [4]http://akari.seiner.com > > References > > Visible links > 1. mailto:yan at seiner.com > 2. mailto:kfcrocker at lbl.gov > 3. mailto:hiro24 at gmail.com > 4. 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 falcone at bestpractical.com Thu May 26 12:01:45 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 26 May 2011 12:01:45 -0400 Subject: [rt-users] mason_data dir contents owned by root In-Reply-To: References: Message-ID: <20110526160145.GK15565@jibsheet.com> On Thu, May 26, 2011 at 11:37:24AM -0400, Asif Iqbal wrote: > root at lucid:/opt/rt4/var/mason_data# ls -al > total 4 > drwxrwx--- 4 www-data www-data 1024 2011-05-25 17:21 . > drwxr-xr-x 5 root root 1024 2011-05-20 12:42 .. > drwxr-xr-x 2 root root 1024 2011-05-25 17:21 cache > drwxr-xr-x 2 root root 1024 2011-05-25 17:21 obj > I need help to find out why mason_data/{cache,obj} are owned by root. > I removed the dirs and restarted apache2 and they come back with root > as the owner Check your apache config. Mostly likely you're loading the RT configs before the User/Group lines which means the initial setup gets done as root instead the web user. -kevin > root at lucid:/opt/rt4/var/mason_data# /etc/init.d/apache2 stop > * Stopping web server apache2 > ... waiting ........... > > [ OK ] > root at lucid:/opt/rt4/var/mason_data# ls -al > total 4 > drwxrwx--- 4 www-data www-data 1024 2011-05-25 17:21 . > drwxr-xr-x 5 root root 1024 2011-05-20 12:42 .. > drwxr-xr-x 2 root root 1024 2011-05-25 17:21 cache > drwxr-xr-x 2 root root 1024 2011-05-25 17:21 obj > root at lucid:/opt/rt4/var/mason_data# rm -rf cache obj > root at lucid:/opt/rt4/var/mason_data# ls -al > total 2 > drwxrwx--- 2 www-data www-data 1024 2011-05-26 11:34 . > drwxr-xr-x 5 root root 1024 2011-05-20 12:42 .. > root at lucid:/opt/rt4/var/mason_data# /etc/init.d/apache2 start > * Starting web server apache2 > [ OK ] > root at lucid:/opt/rt4/var/mason_data# ls -al > total 4 > drwxrwx--- 4 www-data www-data 1024 2011-05-26 11:34 . > drwxr-xr-x 5 root root 1024 2011-05-20 12:42 .. > drwxr-xr-x 2 root root 1024 2011-05-26 11:34 cache > drwxr-xr-x 2 root root 1024 2011-05-26 11:34 obj > root at lucid:/opt/rt4/var/mason_data# ps -ef | grep apache2 > root 2192 1 27 11:34 ? 00:00:04 /usr/sbin/apache2 -k start > www-data 2195 2192 0 11:34 ? 00:00:00 /usr/sbin/apache2 -k start > root 2198 1367 0 11:34 pts/0 00:00:00 grep --color=auto apache2 > root at lucid:/opt/rt4/var/mason_data# ps -ef | grep apache2 > root 2192 1 20 11:34 ? 00:00:05 /usr/sbin/apache2 -k start > www-data 2195 2192 0 11:34 ? 00:00:00 /usr/sbin/apache2 -k start > www-data 2199 2192 2 11:34 ? 00:00:00 /usr/sbin/apache2 -k start > www-data 2200 2192 2 11:34 ? 00:00:00 /usr/sbin/apache2 -k start > root 2256 1367 0 11:34 pts/0 00:00:00 grep --color=auto apache2 > root at lucid:/opt/rt4/var/mason_data# > > > -- > 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: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From vadud3 at gmail.com Thu May 26 12:49:14 2011 From: vadud3 at gmail.com (Asif Iqbal) Date: Thu, 26 May 2011 12:49:14 -0400 Subject: [rt-users] mason_data dir contents owned by root In-Reply-To: <20110526160145.GK15565@jibsheet.com> References: <20110526160145.GK15565@jibsheet.com> Message-ID: On Thu, May 26, 2011 at 12:01 PM, Kevin Falcone wrote: > On Thu, May 26, 2011 at 11:37:24AM -0400, Asif Iqbal wrote: >> root at lucid:/opt/rt4/var/mason_data# ls -al >> total 4 >> drwxrwx--- 4 www-data www-data 1024 2011-05-25 17:21 . >> drwxr-xr-x 5 root ? ? root ? ? 1024 2011-05-20 12:42 .. >> drwxr-xr-x 2 root ? ? root ? ? 1024 2011-05-25 17:21 cache >> drwxr-xr-x 2 root ? ? root ? ? 1024 2011-05-25 17:21 obj >> I need help to find out why mason_data/{cache,obj} are owned by root. >> I removed the dirs and restarted apache2 and they come back with root >> as the owner > > Check your apache config. ?Mostly likely you're loading the RT configs > before the User/Group lines which means the initial setup gets done as > root instead the web user. root at lucid:/etc/apache2# cat /etc/apache2/envvars ... export APACHE_RUN_USER=www-data export APACHE_RUN_GROUP=www-data ... root at lucid:/etc/apache2# egrep -n "^User|^Group" apache2.conf 145:User ${APACHE_RUN_USER} 146:Group ${APACHE_RUN_GROUP} root at lucid:/etc/apache2# grep -n ^Include apache2.conf 204:Include /etc/apache2/mods-enabled/*.load 205:Include /etc/apache2/mods-enabled/*.conf 208:Include /etc/apache2/httpd.conf 211:Include /etc/apache2/ports.conf 233:Include /etc/apache2/conf.d/ 236:Include /etc/apache2/sites-enabled/ User is defined on line 145 and on line 236 /etc/apache2/sites-enabled/ dir is included. Here is the conf for webrt. So it is included after User and Group are defined root at lucid:/etc/apache2# cat /etc/apache2/sites-enabled/webrt ### Optional apache logs for RT ErrorLog /var/log/apache2/rt.error TransferLog /var/log/apache2/rt.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"); > > -kevin > >> root at lucid:/opt/rt4/var/mason_data# /etc/init.d/apache2 stop >> ?* Stopping web server apache2 >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ... waiting ........... >> >> ? ? [ OK ] >> root at lucid:/opt/rt4/var/mason_data# ls -al >> total 4 >> drwxrwx--- 4 www-data www-data 1024 2011-05-25 17:21 . >> drwxr-xr-x 5 root ? ? root ? ? 1024 2011-05-20 12:42 .. >> drwxr-xr-x 2 root ? ? root ? ? 1024 2011-05-25 17:21 cache >> drwxr-xr-x 2 root ? ? root ? ? 1024 2011-05-25 17:21 obj >> root at lucid:/opt/rt4/var/mason_data# rm -rf cache obj >> root at lucid:/opt/rt4/var/mason_data# ls -al >> total 2 >> drwxrwx--- 2 www-data www-data 1024 2011-05-26 11:34 . >> drwxr-xr-x 5 root ? ? root ? ? 1024 2011-05-20 12:42 .. >> root at lucid:/opt/rt4/var/mason_data# /etc/init.d/apache2 start >> ?* Starting web server apache2 >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? [ OK ] >> root at lucid:/opt/rt4/var/mason_data# ls -al >> total 4 >> drwxrwx--- 4 www-data www-data 1024 2011-05-26 11:34 . >> drwxr-xr-x 5 root ? ? root ? ? 1024 2011-05-20 12:42 .. >> drwxr-xr-x 2 root ? ? root ? ? 1024 2011-05-26 11:34 cache >> drwxr-xr-x 2 root ? ? root ? ? 1024 2011-05-26 11:34 obj >> root at lucid:/opt/rt4/var/mason_data# ps -ef | grep apache2 >> root ? ? ?2192 ? ? 1 27 11:34 ? ? ? ? ?00:00:04 /usr/sbin/apache2 -k start >> www-data ?2195 ?2192 ?0 11:34 ? ? ? ? ?00:00:00 /usr/sbin/apache2 -k start >> root ? ? ?2198 ?1367 ?0 11:34 pts/0 ? ?00:00:00 grep --color=auto apache2 >> root at lucid:/opt/rt4/var/mason_data# ps -ef | grep apache2 >> root ? ? ?2192 ? ? 1 20 11:34 ? ? ? ? ?00:00:05 /usr/sbin/apache2 -k start >> www-data ?2195 ?2192 ?0 11:34 ? ? ? ? ?00:00:00 /usr/sbin/apache2 -k start >> www-data ?2199 ?2192 ?2 11:34 ? ? ? ? ?00:00:00 /usr/sbin/apache2 -k start >> www-data ?2200 ?2192 ?2 11:34 ? ? ? ? ?00:00:00 /usr/sbin/apache2 -k start >> root ? ? ?2256 ?1367 ?0 11:34 pts/0 ? ?00:00:00 grep --color=auto apache2 >> root at lucid:/opt/rt4/var/mason_data# >> >> >> -- >> 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? From hiro24 at gmail.com Thu May 26 13:14:31 2011 From: hiro24 at gmail.com (Chris Hall) Date: Thu, 26 May 2011 13:14:31 -0400 Subject: [rt-users] mason_data dir contents owned by root In-Reply-To: References: <20110526160145.GK15565@jibsheet.com> Message-ID: chown -R www-data:www-data /opt/rt4/var/mason_data/* I know it's more of a "patch" than a "fix", but.. this is how I'm handling this problem on my end (yea, I ran into it too), and unless I manually remove the mason_data info, it seems to solve my problems. That's just how I've solved it.. I'm sure there's better ways probably. On Thu, May 26, 2011 at 12:49 PM, Asif Iqbal wrote: > On Thu, May 26, 2011 at 12:01 PM, Kevin Falcone > wrote: > > On Thu, May 26, 2011 at 11:37:24AM -0400, Asif Iqbal wrote: > >> root at lucid:/opt/rt4/var/mason_data# ls -al > >> total 4 > >> drwxrwx--- 4 www-data www-data 1024 2011-05-25 17:21 . > >> drwxr-xr-x 5 root root 1024 2011-05-20 12:42 .. > >> drwxr-xr-x 2 root root 1024 2011-05-25 17:21 cache > >> drwxr-xr-x 2 root root 1024 2011-05-25 17:21 obj > >> I need help to find out why mason_data/{cache,obj} are owned by root. > >> I removed the dirs and restarted apache2 and they come back with root > >> as the owner > > > > Check your apache config. Mostly likely you're loading the RT configs > > before the User/Group lines which means the initial setup gets done as > > root instead the web user. > > root at lucid:/etc/apache2# cat /etc/apache2/envvars > ... > export APACHE_RUN_USER=www-data > export APACHE_RUN_GROUP=www-data > ... > > root at lucid:/etc/apache2# egrep -n "^User|^Group" apache2.conf > 145:User ${APACHE_RUN_USER} > 146:Group ${APACHE_RUN_GROUP} > > root at lucid:/etc/apache2# grep -n ^Include apache2.conf > 204:Include /etc/apache2/mods-enabled/*.load > 205:Include /etc/apache2/mods-enabled/*.conf > 208:Include /etc/apache2/httpd.conf > 211:Include /etc/apache2/ports.conf > 233:Include /etc/apache2/conf.d/ > 236:Include /etc/apache2/sites-enabled/ > > User is defined on line 145 and on line 236 > /etc/apache2/sites-enabled/ dir is included. > > Here is the conf for webrt. So it is included after User and Group are > defined > > root at lucid:/etc/apache2# cat /etc/apache2/sites-enabled/webrt > > ### Optional apache logs for RT > ErrorLog /var/log/apache2/rt.error > TransferLog /var/log/apache2/rt.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"); > > > > > > > -kevin > > > >> root at lucid:/opt/rt4/var/mason_data# /etc/init.d/apache2 stop > >> * Stopping web server apache2 > >> ... waiting ........... > >> > >> [ OK ] > >> root at lucid:/opt/rt4/var/mason_data# ls -al > >> total 4 > >> drwxrwx--- 4 www-data www-data 1024 2011-05-25 17:21 . > >> drwxr-xr-x 5 root root 1024 2011-05-20 12:42 .. > >> drwxr-xr-x 2 root root 1024 2011-05-25 17:21 cache > >> drwxr-xr-x 2 root root 1024 2011-05-25 17:21 obj > >> root at lucid:/opt/rt4/var/mason_data# rm -rf cache obj > >> root at lucid:/opt/rt4/var/mason_data# ls -al > >> total 2 > >> drwxrwx--- 2 www-data www-data 1024 2011-05-26 11:34 . > >> drwxr-xr-x 5 root root 1024 2011-05-20 12:42 .. > >> root at lucid:/opt/rt4/var/mason_data# /etc/init.d/apache2 start > >> * Starting web server apache2 > >> [ OK ] > >> root at lucid:/opt/rt4/var/mason_data# ls -al > >> total 4 > >> drwxrwx--- 4 www-data www-data 1024 2011-05-26 11:34 . > >> drwxr-xr-x 5 root root 1024 2011-05-20 12:42 .. > >> drwxr-xr-x 2 root root 1024 2011-05-26 11:34 cache > >> drwxr-xr-x 2 root root 1024 2011-05-26 11:34 obj > >> root at lucid:/opt/rt4/var/mason_data# ps -ef | grep apache2 > >> root 2192 1 27 11:34 ? 00:00:04 /usr/sbin/apache2 -k > start > >> www-data 2195 2192 0 11:34 ? 00:00:00 /usr/sbin/apache2 -k > start > >> root 2198 1367 0 11:34 pts/0 00:00:00 grep --color=auto > apache2 > >> root at lucid:/opt/rt4/var/mason_data# ps -ef | grep apache2 > >> root 2192 1 20 11:34 ? 00:00:05 /usr/sbin/apache2 -k > start > >> www-data 2195 2192 0 11:34 ? 00:00:00 /usr/sbin/apache2 -k > start > >> www-data 2199 2192 2 11:34 ? 00:00:00 /usr/sbin/apache2 -k > start > >> www-data 2200 2192 2 11:34 ? 00:00:00 /usr/sbin/apache2 -k > start > >> root 2256 1367 0 11:34 pts/0 00:00:00 grep --color=auto > apache2 > >> root at lucid:/opt/rt4/var/mason_data# > >> > >> > >> -- > >> 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 -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu May 26 14:10:01 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 26 May 2011 11:10:01 -0700 Subject: [rt-users] Adding "Queue" to comment/reply section In-Reply-To: <20110526160030.GJ15565@jibsheet.com> References: <20110526160030.GJ15565@jibsheet.com> Message-ID: Chris, I think that all of that could be accomplished without changing RT code: 1) Create a CF called "Promote". A simple "yes/no" or "off/on" would suffice. Grant the level 1 team the right to modify it. 2) When the level 1 team wants to promote it, they merely modify the CF. 3) Have a scrip validate the CF and trigger the Queue change/Owner change, grab the last email or insert a standard message that indicates the reason for promotion (the CF *could have* several values or types of promotion that would caused a specific comment related to that value to be inserted into the ticket/email/whatever), put the existing owner in as a "Cc", send out an email notice to said owner/Cc, etc. all when the CF is changed to the appropriate value. This is all done one time in the update screen, just like you wanted in the Comment/reply screen, only no code overrides need be made, just a scrip. I think this is a simpler method and it makes these changes *easier to maintain for future releases* (like the problem you're having now with 4.9) and possible changes in actions. Anyway, just a thought. Kenn LBNL On Thu, May 26, 2011 at 9:00 AM, Kevin Falcone wrote: > On Thu, May 26, 2011 at 11:45:22AM -0400, Chris Hall wrote: > > Good times... good times... I got it working, so gotta share my > modifications w/ everyone. In > > fact, I would have had it working a LONG time ago, but I had neglected > 1 major step: removing > > all the old mason_data info! So for anybody who wants to add queue > information to your > > reply/comments section, edit share/html/Update.html in the following > way: > > You should check http://requesttracker.wikia.com/wiki/Customizing to > see if you could have done this with a callback instead. Hopefully > you're not editing in-place, otherwise you're complicating your > upgrade options. > > -kevin > > > <& /Ticket/Elements/EditBasics, > > TicketObj => $TicketObj, > > InTable => 1, > > fields => [ > > { name => 'Status', > > comp => '/Elements/SelectStatus', > > args => { > > Name => 'Status', > > DefaultLabel => loc("[_1] (Unchanged)", loc($TicketObj->Status)), > > Default => $ARGS{'Status'} || ($TicketObj->Status eq $DefaultStatus ? > undef : $DefaultStatus), > > TicketObj => $TicketObj, > > QueueObj => $TicketObj->QueueObj > > }, > > }, > > { name => 'Queue', > > comp => '/Elements/SelectQueue', > > args => { > > Name => 'Queue', > > Default => $ARGS{'Queue'} || $TicketObj->QueueObj->Id, > > ShowNullOption => 0, > > } > > }, > > { name => 'Owner', > > comp => '/Elements/SelectOwner', > > args => { > > Name => "Owner", > > TicketObj => $TicketObj, > > QueueObj => $TicketObj->QueueObj, > > DefaultLabel => loc("[_1] (Unchanged)", > $m->scomp('/Elements/ShowUser', User => > > $TicketObj->OwnerObj)), > > Default => $ARGS{'Owner'} > > } > > }, > > { name => 'Worked', > > comp => '/Elements/EditTimeValue', > > args => { > > Name => 'UpdateTimeWorked', > > Default => $ARGS{UpdateTimeWorked}||'', > > InUnits => $ARGS{'UpdateTimeWorked-TimeUnits'}||'minutes', > > } > > }, > > ] > > &> > > The new stuff is the name => 'Queue' > > and REMEMBER! when you're done, to rm -rf /opt/rt4/var/mason_data/* > > otherwise you'll be banging your head for hours wondering how you can > change damn near > > ANYTHING and yet NOTHING changes when you reload your webserver. Eh, > lesson learned the hard > > way I guess. :) > > > > On Thu, May 26, 2011 at 11:06 AM, Yan Seiner <[1]yan at seiner.com> > wrote: > > > > We do something similar. We have engineering and construction > queues. > > > > When Engineering is done with design and the job is ready to go to > the > > crews, we move it to construction queue. Right now it involves the > > following steps: > > > > 1. Change the queue > > 2. Change the owner to the Construction Manager > > 3. Move the old owner to AdminCC > > 4. Remove engineering mgr from AdminCCs > > 5. Add dispatch as AdminCC > > > > Since the people filling the roles don't necessarily have the same > > permisisons in both queues, this takes a few trips around the > various RT > > screens. It would be nice to have all of this on one screen. > > > > On Thu, May 26, 2011 7:42 am, Chris Hall wrote: > > > Sure Kenn, I'll elaborate.. and again, I had this working in > 3.8.8.. it > > > just > > > seems more... difficult to dirty hack in on 4.0.0. For example: > > > > > > Queue 1: Level 1 support > > > Queue 2: Level 2 support > > > > > > > > > Customer calls in and the guys at level 1 open a ticket in their > queue for > > > the person's problem. > > > > > > 1 hr later they call back to level 1.. they are still having a > problem. > > > It's time to pass this on to the Level 2 guys. > > > > > > The level 1 guys want to click "comment" (or reply.. whatever) on > the > > > ticket, and annotate that customer 1 is having problems beyond > their scope > > > of responsibility. It's time for level 2 to take over. On this > same > > > page, > > > they wish to change the queue to "Level 2 support", so that, upon > updating > > > the ticket: > > > > > > 1. their notes are saved to the ticket > > > 2. the ticket is moved to the appropriate queue > > > > > > > > > > > > > > > On Thu, May 26, 2011 at 10:34 AM, Kenneth Crocker <[2] > kfcrocker at lbl.gov> > > > wrote: > > > > > >> Chris, > > >> > > >> I'm not sure I understand what you're asking. You wrote "so that > my user > > >> base can change the queue when updating or replying to tickets". > Why in > > >> the > > >> world would you want to do this? Tickets reside in a Queue, so > how could > > >> RT > > >> find that ticket if you were sending an update to a different > Queue? > > >> Again, > > >> I'm sure I read this incorrectly (that happens a lot with me ;-). > Could > > >> you > > >> explain this a little differently, perhaps? > > >> > > >> Kenn > > >> LBNL > > >> > > >> > > >> On Thu, May 26, 2011 at 6:58 AM, Chris Hall <[3]hiro24 at gmail.com> > wrote: > > >> > > >>> Hello all, > > >>> > > >>> I was wondering if I could get a hand with a change I wanted to > make on > > >>> our end. In fact, I was able to change this in 3.8.8 days, but > the > > >>> changes > > >>> don't work on 4.0.0. I want to add to the "Ticket and > Transaction" > > >>> section > > >>> a "Queue" option, so that my user base can change the queue when > > >>> updating or > > >>> replying to tickets without having to go through the extra steps > of > > >>> going to > > >>> basic and changing it there once the ticket has been updated. > I've > > >>> tried > > >>> several modifications to the code, but nothing seems to give me > the > > >>> results > > >>> I'm looking for. > > >>> > > >>> Is anybody able to offer any assistance on adding this dropdown > into > > >>> the > > >>> Ticket and Transaction field? > > >>> > > >> > > >> > > > > > > > > > !DSPAM:4dde672e237401804284693! > > > > > > > -- > > My daughter is racing a triathlon to raise money for her swim club. > Want > > to help? > > > > [4]http://akari.seiner.com > > > > References > > > > Visible links > > 1. mailto:yan at seiner.com > > 2. mailto:kfcrocker at lbl.gov > > 3. mailto:hiro24 at gmail.com > > 4. http://akari.seiner.com/ > -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Thu May 26 14:42:29 2011 From: vadud3 at gmail.com (Asif Iqbal) Date: Thu, 26 May 2011 14:42:29 -0400 Subject: [rt-users] mason_data dir contents owned by root In-Reply-To: References: <20110526160145.GK15565@jibsheet.com> Message-ID: On Thu, May 26, 2011 at 12:49 PM, Asif Iqbal wrote: > On Thu, May 26, 2011 at 12:01 PM, Kevin Falcone > wrote: >> On Thu, May 26, 2011 at 11:37:24AM -0400, Asif Iqbal wrote: >>> root at lucid:/opt/rt4/var/mason_data# ls -al >>> total 4 >>> drwxrwx--- 4 www-data www-data 1024 2011-05-25 17:21 . >>> drwxr-xr-x 5 root ? ? root ? ? 1024 2011-05-20 12:42 .. >>> drwxr-xr-x 2 root ? ? root ? ? 1024 2011-05-25 17:21 cache >>> drwxr-xr-x 2 root ? ? root ? ? 1024 2011-05-25 17:21 obj >>> I need help to find out why mason_data/{cache,obj} are owned by root. >>> I removed the dirs and restarted apache2 and they come back with root >>> as the owner >> >> Check your apache config. ?Mostly likely you're loading the RT configs >> before the User/Group lines which means the initial setup gets done as >> root instead the web user. > > root at lucid:/etc/apache2# cat /etc/apache2/envvars > ... > export APACHE_RUN_USER=www-data > export APACHE_RUN_GROUP=www-data > ... > > root at lucid:/etc/apache2# egrep -n "^User|^Group" apache2.conf > 145:User ${APACHE_RUN_USER} > 146:Group ${APACHE_RUN_GROUP} > > root at lucid:/etc/apache2# grep -n ^Include apache2.conf > 204:Include /etc/apache2/mods-enabled/*.load > 205:Include /etc/apache2/mods-enabled/*.conf > 208:Include /etc/apache2/httpd.conf > 211:Include /etc/apache2/ports.conf > 233:Include /etc/apache2/conf.d/ > 236:Include /etc/apache2/sites-enabled/ > > User is defined on line 145 and on line 236 > /etc/apache2/sites-enabled/ dir is included. > > Here is the conf for webrt. So it is included after User and Group are defined > > root at lucid:/etc/apache2# cat /etc/apache2/sites-enabled/webrt > ? ? ? ? ? > ? ? ? ? ? ? ? ### Optional apache logs for RT > ? ? ? ? ? ? ? ErrorLog /var/log/apache2/rt.error > ? ? ? ? ? ? ? TransferLog /var/log/apache2/rt.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"); > ? ? ? ? ? ? ? > ? ? ? ? ? > >> >> -kevin >> >>> root at lucid:/opt/rt4/var/mason_data# /etc/init.d/apache2 stop >>> ?* Stopping web server apache2 >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ... waiting ........... >>> >>> ? ? [ OK ] >>> root at lucid:/opt/rt4/var/mason_data# ls -al >>> total 4 >>> drwxrwx--- 4 www-data www-data 1024 2011-05-25 17:21 . >>> drwxr-xr-x 5 root ? ? root ? ? 1024 2011-05-20 12:42 .. >>> drwxr-xr-x 2 root ? ? root ? ? 1024 2011-05-25 17:21 cache >>> drwxr-xr-x 2 root ? ? root ? ? 1024 2011-05-25 17:21 obj >>> root at lucid:/opt/rt4/var/mason_data# rm -rf cache obj >>> root at lucid:/opt/rt4/var/mason_data# ls -al >>> total 2 >>> drwxrwx--- 2 www-data www-data 1024 2011-05-26 11:34 . >>> drwxr-xr-x 5 root ? ? root ? ? 1024 2011-05-20 12:42 .. >>> root at lucid:/opt/rt4/var/mason_data# /etc/init.d/apache2 start >>> ?* Starting web server apache2 >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? [ OK ] >>> root at lucid:/opt/rt4/var/mason_data# ls -al >>> total 4 >>> drwxrwx--- 4 www-data www-data 1024 2011-05-26 11:34 . >>> drwxr-xr-x 5 root ? ? root ? ? 1024 2011-05-20 12:42 .. >>> drwxr-xr-x 2 root ? ? root ? ? 1024 2011-05-26 11:34 cache >>> drwxr-xr-x 2 root ? ? root ? ? 1024 2011-05-26 11:34 obj >>> root at lucid:/opt/rt4/var/mason_data# ps -ef | grep apache2 >>> root ? ? ?2192 ? ? 1 27 11:34 ? ? ? ? ?00:00:04 /usr/sbin/apache2 -k start >>> www-data ?2195 ?2192 ?0 11:34 ? ? ? ? ?00:00:00 /usr/sbin/apache2 -k start >>> root ? ? ?2198 ?1367 ?0 11:34 pts/0 ? ?00:00:00 grep --color=auto apache2 >>> root at lucid:/opt/rt4/var/mason_data# ps -ef | grep apache2 >>> root ? ? ?2192 ? ? 1 20 11:34 ? ? ? ? ?00:00:05 /usr/sbin/apache2 -k start >>> www-data ?2195 ?2192 ?0 11:34 ? ? ? ? ?00:00:00 /usr/sbin/apache2 -k start >>> www-data ?2199 ?2192 ?2 11:34 ? ? ? ? ?00:00:00 /usr/sbin/apache2 -k start >>> www-data ?2200 ?2192 ?2 11:34 ? ? ? ? ?00:00:00 /usr/sbin/apache2 -k start >>> root ? ? ?2256 ?1367 ?0 11:34 pts/0 ? ?00:00:00 grep --color=auto apache2 >>> root at lucid:/opt/rt4/var/mason_data# I found the answer in here http://requesttracker.wikia.com/wiki/PostQuestionsHere I forgot to configure with those switches. root at lucid:~# ./configure --with-web-user=www-data --with-web-group=www-data Now mason_data/{cache,obj} are showing owned by www-data. Thanks Ruslan for that wiki! >>> >>> >>> -- >>> 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? > -- 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 no.molas at gmail.com Thu May 26 15:46:16 2011 From: no.molas at gmail.com (Felipe Agnelli Barbosa) Date: Thu, 26 May 2011 16:46:16 -0300 Subject: [rt-users] comments - as regard them? Message-ID: Gentlemen, I am developing a script in sql, and I wonder how many comments each ticket is created. What would my sql query? >From what I saw, the ticket data are in Table guaradados attachments. Thank you in advance. Felipe BR -- " A d?vida ? o principio da sabedoria " -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Thu May 26 16:09:16 2011 From: vadud3 at gmail.com (Asif Iqbal) Date: Thu, 26 May 2011 16:09:16 -0400 Subject: [rt-users] RT warning "Couldn't enable user xxxx" In-Reply-To: References: Message-ID: On Thu, Sep 9, 2010 at 12:53 PM, Kenneth Crocker wrote: > To List, > > I continue to get this warning in my rt.log: > > [Thu Sep? 9 16:31:42 2010] [warning]: Couldn't enable user 9664 > (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143) Hi Kenneth, Did you find a fix for that? I am seeing it too > This is an odd message as this user is an LDAP approved user that is on the > User Table as a "Privileged" user. > > So, why the warning? > > Kenn > LBNL > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- 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 Thu May 26 16:47:00 2011 From: Albert.Shih at obspm.fr (Albert Shih) Date: Thu, 26 May 2011 22:47:00 +0200 Subject: [rt-users] command by mail Message-ID: <20110526204700.GO75892@obspm.fr> Hi all. The package commandbyemail don't work well for us. Sometime it's don't do what he suppose to do. For example when I put AddCC: some.one at somewhere. sometime RT don't add the address as CC. Sometime he does. I don't known why. Anyone have this kind of problem ? For us commandbyemail is very important feature, can bestpratical integrate ?commandbyemail? in the RT Core (or something like that) ? 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 26 mai 2011 22:44:21 CEST From Daniel.Schwager at dtnet.de Thu May 26 16:51:23 2011 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Thu, 26 May 2011 22:51:23 +0200 Subject: [rt-users] command by mail References: <20110526204700.GO75892@obspm.fr> Message-ID: Hi, did you add it to your Plugins ? Set(@Plugins, qw( RT::Extension::CommandByMail .... and also to the Mailplungins - in the right order like Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction) ); kind regards Danny From Albert.Shih at obspm.fr Thu May 26 17:03:59 2011 From: Albert.Shih at obspm.fr (Albert Shih) Date: Thu, 26 May 2011 23:03:59 +0200 Subject: [rt-users] command by mail In-Reply-To: <20110526204700.GO75892@obspm.fr> References: <20110526204700.GO75892@obspm.fr> Message-ID: <20110526210359.GA76230@obspm.fr> Le 26/05/2011 ? 22:47:00+0200, Albert Shih a ?crit > Hi all. > > The package commandbyemail don't work well for us. > > Sometime it's don't do what he suppose to do. For example when I put > > AddCC: some.one at somewhere. > > sometime RT don't add the address as CC. Sometime he does. > forget to say : This is the log message : Error message: Could not find or create that user (/usr/local/share/rt38/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:696) But when I go to web interface I can add manually the user as CC. I use RT::Authen::ExternalAuth too. 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 26 mai 2011 23:00:55 CEST From yan at seiner.com Thu May 26 17:17:22 2011 From: yan at seiner.com (Yan Seiner) Date: Thu, 26 May 2011 14:17:22 -0700 (PDT) Subject: [rt-users] Workflow HOWTO Message-ID: <8f63738f27262813a93de7896db57813.squirrel@mail.seiner.com> I'm struggling with implementing approvals. Here's how we work: An engineer designs a project. Once s/he's done, s/he has a supervisor approve the design and cost estimate. This approval may need several levels depending on the overall cost estimate (we're a public utility and the approvals are governed by state statutes). While the ticket is in review, I want people to be able to make comments and other minor changes, but must not be allowed to change the queue or status. Once the ticket is approved, it then gets moved to the construction queue. Changing the queue can be automated based on the approval. Per the docs, the "correct" way is to create a new ticket in the new queue, but that won't really work for us without additional complications; the drawings, specifications, and estimate are part of the engineering ticket and the construction crews sometimes need to see the design decisions that went into the design, so they need to have full access to the engineering ticket. How do I implement this? -- 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 Thu May 26 17:22:16 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 26 May 2011 14:22:16 -0700 Subject: [rt-users] command by mail In-Reply-To: <20110526210359.GA76230@obspm.fr> References: <20110526204700.GO75892@obspm.fr> <20110526210359.GA76230@obspm.fr> Message-ID: Albert, Sounds to me that you haven't set your configuration to automatically add a user: *Set($AutoCreate, [Privileged , 0]);* This setting allows RT to automatically add a user that was not already on the DB (your error message) as an "UnPrivileged" user. Change the 0 to 1 if you want them to be "Privileged". Kenn LBNL On Thu, May 26, 2011 at 2:03 PM, Albert Shih wrote: > Le 26/05/2011 ? 22:47:00+0200, Albert Shih a ?crit > > Hi all. > > > > The package commandbyemail don't work well for us. > > > > Sometime it's don't do what he suppose to do. For example when I put > > > > AddCC: some.one at somewhere. > > > > sometime RT don't add the address as CC. Sometime he does. > > > > forget to say : This is the log message : > > Error message: Could not find or create that user > (/usr/local/share/rt38/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:696) > > But when I go to web interface I can add manually the user as CC. > > I use > > RT::Authen::ExternalAuth > > too. > > 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 26 mai 2011 23:00:55 CEST > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu May 26 17:23:23 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 26 May 2011 14:23:23 -0700 Subject: [rt-users] RT warning "Couldn't enable user xxxx" In-Reply-To: References: Message-ID: Asif, I believe this was fixed in a later release. Kenn LBNL On Thu, May 26, 2011 at 1:09 PM, Asif Iqbal wrote: > On Thu, Sep 9, 2010 at 12:53 PM, Kenneth Crocker > wrote: > > To List, > > > > I continue to get this warning in my rt.log: > > > > [Thu Sep 9 16:31:42 2010] [warning]: Couldn't enable user 9664 > > (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143) > > Hi Kenneth, > > Did you find a fix for that? I am seeing it too > > > > This is an odd message as this user is an LDAP approved user that is on > the > > User Table as a "Privileged" user. > > > > So, why the warning? > > > > Kenn > > LBNL > > > > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > > Last one this year -- Learn how to get the most out of RT! > > > > > > -- > 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 -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu May 26 17:30:16 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 26 May 2011 14:30:16 -0700 Subject: [rt-users] Records RT - Doubt In-Reply-To: References: Message-ID: Dustin, We use the "Report Studio" tool within Cognos. Kenn LBNL On Wed, May 25, 2011 at 6:38 PM, Dustin Berube wrote: > > 3) Then we have an alternative for users who never get onto RT. We created >> DB "Views" (native SQL) used for reporting only and then use Cognos as a >> reporting tool against those views. The reports that exist are available >> thru "links" in our company website. >> >> Kenn, > > I'd be curious to find out a little more about the Cognos configuration. If > you are using Impromptu, are you using a distributed catalog setup to > distribute the catalog to your Cognos users? I currently use Cognos to > generate reports from our ERP/CRM package running on an iSeries. > > Thanks, > Dustin > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Thu May 26 17:43:29 2011 From: vadud3 at gmail.com (Asif Iqbal) Date: Thu, 26 May 2011 17:43:29 -0400 Subject: [rt-users] RT warning "Couldn't enable user xxxx" In-Reply-To: References: Message-ID: Hmm.. I am using rt 4 On May 26, 2011 5:23 PM, "Kenneth Crocker" wrote: > Asif, > > I believe this was fixed in a later release. > > Kenn > LBNL > > On Thu, May 26, 2011 at 1:09 PM, Asif Iqbal wrote: > >> On Thu, Sep 9, 2010 at 12:53 PM, Kenneth Crocker >> wrote: >> > To List, >> > >> > I continue to get this warning in my rt.log: >> > >> > [Thu Sep 9 16:31:42 2010] [warning]: Couldn't enable user 9664 >> > (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143) >> >> Hi Kenneth, >> >> Did you find a fix for that? I am seeing it too >> >> >> > This is an odd message as this user is an LDAP approved user that is on >> the >> > User Table as a "Privileged" user. >> > >> > So, why the warning? >> > >> > Kenn >> > LBNL >> > >> > >> > RT Training in Washington DC, USA on Oct 25 & 26 2010 >> > Last one this year -- Learn how to get the most out of RT! >> > >> >> >> >> -- >> 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 -------------- An HTML attachment was scrubbed... URL: From Albert.Shih at obspm.fr Thu May 26 17:51:13 2011 From: Albert.Shih at obspm.fr (Albert Shih) Date: Thu, 26 May 2011 23:51:13 +0200 Subject: [rt-users] command by mail In-Reply-To: References: <20110526204700.GO75892@obspm.fr> <20110526210359.GA76230@obspm.fr> Message-ID: <20110526215113.GG76230@obspm.fr> Le 26/05/2011 ? 14:22:16-0700, Kenneth Crocker a ?crit > Albert, Thanks for you help Well it's not working. But now I find more stability. If I put AddCC: email_address and email_address is already in the RT it's working. But if the email_address is not in RT it's not working. > > Sounds to me that you haven't set your configuration to automatically add a > user: > > > Set($AutoCreate, [Privileged , 0]); > > > This setting allows RT to automatically add a user that was not already on the > DB (your error message) as an "UnPrivileged" user. Change the 0 to 1 if you > want them to be "Privileged". I just try this it's change nothing. thanks for you help Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: jeu 26 mai 2011 23:45:32 CEST From Albert.Shih at obspm.fr Thu May 26 17:55:01 2011 From: Albert.Shih at obspm.fr (Albert Shih) Date: Thu, 26 May 2011 23:55:01 +0200 Subject: [rt-users] command by mail In-Reply-To: References: <20110526204700.GO75892@obspm.fr> Message-ID: <20110526215501.GH76230@obspm.fr> Le 26/05/2011 ? 22:51:23+0200, Daniel Schwager a ?crit Hi. > > did you add it to your Plugins ? > > Set(@Plugins, qw( > RT::Extension::CommandByMail > .... > > and also to the Mailplungins - in the right order like > Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction) ); Yes...I've this. Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: jeu 26 mai 2011 23:54:38 CEST From falcone at bestpractical.com Thu May 26 17:56:05 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 26 May 2011 17:56:05 -0400 Subject: [rt-users] command by mail In-Reply-To: References: <20110526204700.GO75892@obspm.fr> <20110526210359.GA76230@obspm.fr> Message-ID: <20110526215605.GA93544@jibsheet.com> On Thu, May 26, 2011 at 02:22:16PM -0700, Kenneth Crocker wrote: > Sounds to me that you haven't set your configuration to automatically add a user: > Set($AutoCreate, [Privileged , 0]); Autocreation of users in normal RT isn't controlled by that variable. I suggest reviewing the doc for it in RT_Config.pm The user also mentioned RT-Authen-ExternalAuth which brings in other user creation variables. I'm not sure if RT-Extension-CommandByMail creates new watchers or just adds existing users as watchers. -kevin > > The package commandbyemail don't work well for us. > > Sometime it's don't do what he suppose to do. For example when I put > > AddCC: some.one at somewhere. > > sometime RT don't add the address as CC. Sometime he does. > > > > forget to say : This is the log message : > > Error message: Could not find or create that user > (/usr/local/share/rt38/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:696) > > But when I go to web interface I can add manually the user as CC. > > I use > > RT::Authen::ExternalAuth > > too. > 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 26 mai 2011 23:00:55 CEST > > References > > Visible links > 1. mailto:Albert.Shih at obspm.fr -------------- 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 May 26 18:05:12 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 26 May 2011 18:05:12 -0400 Subject: [rt-users] command by mail In-Reply-To: <20110526215113.GG76230@obspm.fr> References: <20110526204700.GO75892@obspm.fr> <20110526210359.GA76230@obspm.fr> <20110526215113.GG76230@obspm.fr> Message-ID: <20110526220512.GB93544@jibsheet.com> On Thu, May 26, 2011 at 11:51:13PM +0200, Albert Shih wrote: > Le 26/05/2011 ? 14:22:16-0700, Kenneth Crocker a ?crit > If I put > > AddCC: email_address > > and email_address is already in the RT it's working. > > But if the email_address is not in RT it's not working. Please report this to the Extension's queue on rt.cpan.org now that you've identified the cause. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Albert.Shih at obspm.fr Thu May 26 18:14:10 2011 From: Albert.Shih at obspm.fr (Albert Shih) Date: Fri, 27 May 2011 00:14:10 +0200 Subject: [rt-users] command by mail In-Reply-To: <20110526220512.GB93544@jibsheet.com> References: <20110526204700.GO75892@obspm.fr> <20110526210359.GA76230@obspm.fr> <20110526215113.GG76230@obspm.fr> <20110526220512.GB93544@jibsheet.com> Message-ID: <20110526221410.GM76230@obspm.fr> Le 26/05/2011 ? 18:05:12-0400, Kevin Falcone a ?crit > On Thu, May 26, 2011 at 11:51:13PM +0200, Albert Shih wrote: > > Le 26/05/2011 ? 14:22:16-0700, Kenneth Crocker a ?crit > > If I put > > > > AddCC: email_address > > > > and email_address is already in the RT it's working. > > > > But if the email_address is not in RT it's not working. > > Please report this to the Extension's queue on rt.cpan.org now that > you've identified the cause. > In fact it's my bad. Everything work fine. It's just me make a bad config. In fact I make a misunderstanding of # If this is set to 1, then users should be autocreated by RT # as internal users if they fail to authenticate from an # external service. Set($AutoCreateNonExternalUsers, 0); the terme ?internal?. I think that's mean ... in RT not in my ldap base. So I change this variable to 1 and that's why the RT-CommandByMail don't work with new email_address, it's because it trying to create in ldap not in RT. After I put the right config everything work fine. Sorry for the noise and very thank you for all the help. Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: ven 27 mai 2011 00:10:29 CEST From Albert.Shih at obspm.fr Thu May 26 18:16:52 2011 From: Albert.Shih at obspm.fr (Albert Shih) Date: Fri, 27 May 2011 00:16:52 +0200 Subject: [rt-users] command by mail In-Reply-To: <20110526221410.GM76230@obspm.fr> References: <20110526204700.GO75892@obspm.fr> <20110526210359.GA76230@obspm.fr> <20110526215113.GG76230@obspm.fr> <20110526220512.GB93544@jibsheet.com> <20110526221410.GM76230@obspm.fr> Message-ID: <20110526221652.GN76230@obspm.fr> Le 27/05/2011 ? 00:14:10+0200, Albert Shih a ?crit > Le 26/05/2011 ? 18:05:12-0400, Kevin Falcone a ?crit > > On Thu, May 26, 2011 at 11:51:13PM +0200, Albert Shih wrote: > > > Le 26/05/2011 ? 14:22:16-0700, Kenneth Crocker a ?crit > > > If I put > > > > > > AddCC: email_address > > > > > > and email_address is already in the RT it's working. > > > > > > But if the email_address is not in RT it's not working. > > > > Please report this to the Extension's queue on rt.cpan.org now that > > you've identified the cause. > > > > In fact it's my bad. > > Everything work fine. > > It's just me make a bad config. > > In fact I make a misunderstanding of > > # If this is set to 1, then users should be autocreated by RT > # as internal users if they fail to authenticate from an > # external service. > Set($AutoCreateNonExternalUsers, 0); > > the terme ?internal?. I think that's mean ... in RT not in my ldap base. > > So I change this variable to 1 and that's why the RT-CommandByMail don't to 0.....(default config) I need vacation.... :-( 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 27 mai 2011 00:16:12 CEST From kfcrocker at lbl.gov Thu May 26 18:59:44 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 26 May 2011 15:59:44 -0700 Subject: [rt-users] command by mail In-Reply-To: <20110526215113.GG76230@obspm.fr> References: <20110526204700.GO75892@obspm.fr> <20110526210359.GA76230@obspm.fr> <20110526215113.GG76230@obspm.fr> Message-ID: Albert, Isn't that supposed to be "AddCc"? 1 large "C" and 1 small one? Kenn LBNL On Thu, May 26, 2011 at 2:51 PM, Albert Shih wrote: > Le 26/05/2011 ? 14:22:16-0700, Kenneth Crocker a ?crit > > Albert, > > Thanks for you help > > Well it's not working. But now I find more stability. > > If I put > > AddCC: email_address > > and email_address is already in the RT it's working. > > But if the email_address is not in RT it's not working. > > > > > > Sounds to me that you haven't set your configuration to automatically add > a > > user: > > > > > > Set($AutoCreate, [Privileged , 0]); > > > > > > This setting allows RT to automatically add a user that was not already > on the > > DB (your error message) as an "UnPrivileged" user. Change the 0 to 1 if > you > > want them to be "Privileged". > > I just try this it's change nothing. > > thanks for you help > > 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 26 mai 2011 23:45:32 CEST > -------------- next part -------------- An HTML attachment was scrubbed... URL: From juan.mas at gmail.com Thu May 26 20:37:41 2011 From: juan.mas at gmail.com (Juan Mas) Date: Thu, 26 May 2011 20:37:41 -0400 Subject: [rt-users] RT 4.0 Dependencies Issue Test::More Message-ID: Hi List, Im trying to update from RT-Helpdesk 3.8.7 to 4.0.0. When I try to run 'make fixdeps', CPAN keeps telling me my Test::More is too old, even though I have loaded the current version in /usr/lib/perl5/5.8.6. Im on a fairly old server 2.6.12-gentoo-r6 but it upgraded to RT 3.8.7 no problem. I keep going around in circles with this thing and can't continue. Any help would be much appreciated. Juan -------------- next part -------------- An HTML attachment was scrubbed... URL: From robert.wysocki at contium.pl Fri May 27 02:34:11 2011 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Fri, 27 May 2011 08:34:11 +0200 Subject: [rt-users] Indexed FTS with RT 4.0.1 and pgsql 8.3.9 doesn't work In-Reply-To: <1306421833.19625.811.camel@kohr-ah> References: <1306307032.6009.7.camel@rmwysocki> <1306328930.9112.112.camel@kohr-ah> <1306391785.6009.13.camel@rmwysocki> <1306421833.19625.811.camel@kohr-ah> Message-ID: <1306478051.6009.15.camel@rmwysocki> Dnia 2011-05-26, czw o godzinie 10:57 -0400, Alex Vandiver pisze: > On Thu, 2011-05-26 at 08:36 +0200, Robert Wysocki wrote: > > [snip] > > Please keep all replies on the list. > > > Thanks for the patch, rt-fulltext-indexer now works fine (assuming that > > not trowing an error any more means everything is fine), but searches > > still return no tickets whereas the same phrases are found using > > non-indexed searches. > > Did you run `rt-fulltext-indexer`, or `rt-fulltext-indexer --all`? I > suspect you only indexed the first 100 attachments in your database. Actually I did run "rt-fulltext-indexer --all" but what I was missing was "resolved" keyword in the search. Thanks for the help. Regards, -- Robert Wysocki CONTIUM S.A., http://www.contium.pl From l.reimann at metaways.de Fri May 27 08:35:42 2011 From: l.reimann at metaways.de (Lars Reimann) Date: Fri, 27 May 2011 14:35:42 +0200 Subject: [rt-users] Split ticket including Quoted text In-Reply-To: References: <31661517.post@talk.nabble.com> <31696328.post@talk.nabble.com> Message-ID: <4DDF9A9E.6000102@metaways.de> Hi, it should be possible to create a new ticket based on text of a current correspondence. This frequently occurs, if separate issues are addressed (requested) in one ticket. Thus, the need, to "split" the ticket. Requestors would have to be informed that their 2nd, 3rd,... issue is now addressed in a separate ticket, but this is already the case, if the requestors receive an opening mail. The "only" thing to do would be a "create"-button next to a correspondence / comments which opens a create dialog with the original requestor filled in ; same queue. The needless text (containing the original request) would have to be deleted manually. Has anyone suggestions for such an approach? e.g. Which templates to modify, etc? greetings, l.r. From elacour at easter-eggs.com Fri May 27 08:42:44 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 27 May 2011 14:42:44 +0200 Subject: [rt-users] Split ticket including Quoted text In-Reply-To: <4DDF9A9E.6000102@metaways.de> References: <31661517.post@talk.nabble.com> <31696328.post@talk.nabble.com> <4DDF9A9E.6000102@metaways.de> Message-ID: <20110527124244.GD3150@easter-eggs.com> On Fri, May 27, 2011 at 02:35:42PM +0200, Lars Reimann wrote: > Hi, > > it should be possible to create a new ticket based on text of a > current correspondence. > there is a ticket on this subject: http://issues.bestpractical.com/Ticket/Display.html?id=16496&user=guest&pass=guest it just needs some javascript and should be easy to do with RT 4.0 which now use jQuery. From ruz at bestpractical.com Fri May 27 09:07:43 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 27 May 2011 17:07:43 +0400 Subject: [rt-users] RT 4.0 Dependencies Issue Test::More In-Reply-To: References: Message-ID: Hello, As far as I recall gentoo has perl configured to search modules in very annoying way. First of all it searches in paths where emerge installs things, so if a module is installed from portage then installing newer version via CPAN shell has no effect. Use the following command for such modules: perl Makefile.PL INSTALLDIRS=vendor On Fri, May 27, 2011 at 4:37 AM, Juan Mas wrote: > Hi List, > > Im trying to update from RT-Helpdesk 3.8.7 to 4.0.0.? When I try to run > 'make fixdeps', CPAN keeps telling me my Test::More is too old, even though > I have loaded the current version in /usr/lib/perl5/5.8.6.? Im on a fairly > old server 2.6.12-gentoo-r6 but it upgraded to RT 3.8.7 no problem.? I keep > going around in circles with this thing and can't continue.? Any help would > be much appreciated. > > Juan > -- Best regards, Ruslan. From jeanbaptiste.barth at gmail.com Fri May 27 11:51:57 2011 From: jeanbaptiste.barth at gmail.com (Jean-Baptiste Barth) Date: Fri, 27 May 2011 17:51:57 +0200 Subject: [rt-users] Pagination with REST API's search results Message-ID: Hi, [ I'm new to the list, so maybe this question should go to the devel one, please tell me if you want me to post my question there. ] I'm currently trying to integrate RT 3.8.8 with other web based tools, and for this I use the REST API and . It's not complete but for specific needs, I accept to do some ugly scrapping (for instance: retrieving the possible values of a custom field). Here's my question : I'd like to know if there's a way to paginate results, e.g. define a limit and an offset when I search tickets so that I don't get too many results returned. A limit alone would be fine too. We have a pretty large ticket base (> 200k tickets), and I would like to retrieve only the few last tickets corresponding to a given Ticket-SQL query. As far as I know, limit/offset is not part of the Ticket-SQL language. And the "RowsPerPage" option used in the web interface doesn't work on the REST API. Thanks for any help, -- Jean-Baptiste Barth PS: bonus point if you give me a pointer to an other documentation than http://requesttracker.wikia.com/wiki/REST -------------- next part -------------- An HTML attachment was scrubbed... URL: From luciano at cpd.ufrgs.br Fri May 27 12:31:02 2011 From: luciano at cpd.ufrgs.br (Luciano Silva) Date: Fri, 27 May 2011 13:31:02 -0300 Subject: [rt-users] Change the logo RT 3.8.9 Message-ID: <1306513862.2921.5.camel@skynet> I'm using RT 3.8.9 and I'd like modify just the firs page(index.html) with a new logo. These instructions http://requesttracker.wikia.com/wiki/ChangeLogo changes the logo for every page. I just wanna change the first page. Is there another approach for that? Tks Luciano -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtinfo at mars.bwc.state.oh.us Fri May 27 14:14:37 2011 From: rtinfo at mars.bwc.state.oh.us (Lee Roth) Date: Fri, 27 May 2011 14:14:37 -0400 Subject: [rt-users] Simple searches hardly return any tickets; suspect pgsql encoding issue Message-ID: <201105271814.p4RIEbnq088997@pd-jupiterb.bwc.state.oh.us> I have an old RT install that's not been used for a few years (long story, will not posted here) that has about 3000 tickets. At different points during its dormancy, I did occasional RT upgrades just to keep in touch with what features the current RT has; I'm now at RT V3.8.8. At one point I actually had to migrate my RT install to a different platform & a newer version of Postgres - I dumped/exported the old db, moved it to the future system, and reloaded it into the new Postgres. Recently, I decided to blow the dust off of this install and upgrade it to the current RT V4.x since the "political atmosphere" that killed my use of RT a few years ago could now be changing. Problem: Simple searches hardly return any matches except for very recent tickets; using fulltext: doesn't work well either. I suspect that (maybe) during the migration to the other platform, I did a dump of the database and a reload and the new database wasn't the same character encoding (it is now SQL_ASCII). I'm not sure what the old char encoding was, maybe UTF8? I can call up individual tickets using the ticket ID and they look fine on the screen; but I cannot search and find any of the text except the very newest tickets. I'd like to get my searches working again to demo the RT product... does anyone have a suggestion on how to do an analysis of what the exact mess I currently have and how to proceed with a fix? Or if it isn't a DB char encoding issue at all? I don't mind doing a complete re-install of RT V4.x from scratch, but I'd hate to discard the 3K tickets worth of data that would be quite nice to use to demo the current RT. Thanks! Lee Roth From falcone at bestpractical.com Fri May 27 16:51:43 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 27 May 2011 16:51:43 -0400 Subject: [rt-users] Simple searches hardly return any tickets; suspect pgsql encoding issue In-Reply-To: <201105271814.p4RIEbnq088997@pd-jupiterb.bwc.state.oh.us> References: <201105271814.p4RIEbnq088997@pd-jupiterb.bwc.state.oh.us> Message-ID: <20110527205143.GC93544@jibsheet.com> On Fri, May 27, 2011 at 02:14:37PM -0400, Lee Roth wrote: > I have an old RT install that's not been used for a few years (long story, will not posted here) that has about 3000 tickets. > > At different points during its dormancy, I did occasional RT upgrades just to keep in touch with what features the current RT has; I'm now at RT V3.8.8. > > At one point I actually had to migrate my RT install to a different platform & a newer version of Postgres - I dumped/exported the old db, moved it to the future system, and reloaded it into the new Postgres. > > Recently, I decided to blow the dust off of this install and upgrade it to the current RT V4.x since the "political atmosphere" that killed my use of RT a few years ago could now be changing. > > Problem: Simple searches hardly return any matches except for very recent tickets; using fulltext: doesn't work well either. I suspect that (maybe) during the migration to the other platform, I did a dump of the database and a reload and the new database wasn't the same character encoding (it is now SQL_ASCII). I'm not sure what the old char encoding was, maybe UTF8? > > I can call up individual tickets using the ticket ID and they look fine on the screen; but I cannot search and find any of the text except the very newest tickets. RT's simple search only searches tickets in an ActiveStatus You can include the word resolved in your search to search for resolved tickets explicitly. I believe that there are directions on the wiki for hacking RT to search all statuses. -kevin > I'd like to get my searches working again to demo the RT product... does anyone have a suggestion on how to do an analysis of what the exact mess I currently have and how to proceed with a fix? Or if it isn't a DB char encoding issue at all? > > I don't mind doing a complete re-install of RT V4.x from scratch, but I'd hate to discard the 3K tickets worth of data that would be quite nice to use to demo the current RT. > > Thanks! > > Lee Roth > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From d-rohan at northwestern.edu Sat May 28 06:15:28 2011 From: d-rohan at northwestern.edu (Daniel G. Rohan) Date: Sat, 28 May 2011 13:15:28 +0300 Subject: [rt-users] rt4.0: anonymous hash error on apache startup Message-ID: Hello everyone, We've recently upgraded to 4.0.0 and whenever we start up our apache (using mod_perl), we get the following errors: Starting httpd: Odd number of elements in anonymous hash at /opt/rt4/sbin/../lib/RT/Config.pm line 861. Use of uninitialized value in anonymous hash ({}) at /opt/rt4/sbin/../lib/RT/Config.pm line 861. Odd number of elements in hash assignment at /opt/rt4/sbin/../lib/RT/Config.pm line 862. Use of uninitialized value in list assignment at /opt/rt4/sbin/../lib/RT/Config.pm line 862. This seems to reference this subroutine in /opt/rt4//lib/RT/Config.pm sub Set { my ( $self, $name ) = ( shift, shift ); my $old = $OPTIONS{$name}; my $type = $META{$name}->{'Type'} || 'SCALAR'; if ( $type eq 'ARRAY' ) { $OPTIONS{$name} = [@_]; { no warnings 'once'; no strict 'refs'; @{"RT::$name"} = (@_); } } elsif ( $type eq 'HASH' ) { $OPTIONS{$name} = {@_}; { no warnings 'once'; no strict 'refs'; %{"RT::$name"} = (@_); } } else { $OPTIONS{$name} = shift; {no warnings 'once'; no strict 'refs'; ${"RT::$name"} = $OPTIONS{$name}; } } $META{$name}->{'Type'} = $type; return $self->_ReturnValue( $old, $type ); } Apache starts up fine, and RT seems to be working, but this is concerning to us. Any suggestions or insight into what might be the issue? Thanks, Dan Rohan From gilbert at dido.ca Sat May 28 11:34:42 2011 From: gilbert at dido.ca (Gilbert Rebeiro) Date: Sat, 28 May 2011 11:34:42 -0400 Subject: [rt-users] custom field position and layout design Message-ID: <4DE11612.7070501@dido.ca> Hi, We would like to know if it is possible to control the order and layout of custom fields. Specifically we have 2 different groups of users that should fill out 2 groups of custom fields. It would be nice to group them separately have control over the order and layout. Any suggestions? Thanks, Gilbert. From ruz at bestpractical.com Sat May 28 13:46:55 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 28 May 2011 21:46:55 +0400 Subject: [rt-users] rt4.0: anonymous hash error on apache startup In-Reply-To: References: Message-ID: Hello, Problem is in your config file. Somewhere you set a hash option (key-value pairs), but misses key or value and number of elements in assignment is odd. On Sat, May 28, 2011 at 2:15 PM, Daniel G. Rohan wrote: > Hello everyone, > > We've recently upgraded to 4.0.0 and whenever we start up our apache (using mod_perl), we get the following errors: > > Starting httpd: Odd number of elements in anonymous hash at /opt/rt4/sbin/../lib/RT/Config.pm line 861. > Use of uninitialized value in anonymous hash ({}) at /opt/rt4/sbin/../lib/RT/Config.pm line 861. > Odd number of elements in hash assignment at /opt/rt4/sbin/../lib/RT/Config.pm line 862. > Use of uninitialized value in list assignment at /opt/rt4/sbin/../lib/RT/Config.pm line 862. > > This seems to reference this subroutine in /opt/rt4//lib/RT/Config.pm > > sub Set { > ? ?my ( $self, $name ) = ( shift, shift ); > > ? ?my $old = $OPTIONS{$name}; > ? ?my $type = $META{$name}->{'Type'} || 'SCALAR'; > ? ?if ( $type eq 'ARRAY' ) { > ? ? ? ?$OPTIONS{$name} = [@_]; > ? ? ? ?{ no warnings 'once'; no strict 'refs'; @{"RT::$name"} = (@_); } > ? ?} elsif ( $type eq 'HASH' ) { > ? ? ? ?$OPTIONS{$name} = {@_}; > ? ? ? ?{ no warnings 'once'; no strict 'refs'; %{"RT::$name"} = (@_); } > ? ?} else { > ? ? ? ?$OPTIONS{$name} = shift; > ? ? ? ?{no warnings 'once'; no strict 'refs'; ${"RT::$name"} = $OPTIONS{$name}; } > ? ?} > ? ?$META{$name}->{'Type'} = $type; > ? ?return $self->_ReturnValue( $old, $type ); > } > > > Apache starts up fine, and RT seems to be working, but this is concerning to us. Any suggestions or insight into what might be the issue? > > Thanks, > > Dan Rohan -- Best regards, Ruslan. From ruz at bestpractical.com Sat May 28 13:56:59 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 28 May 2011 21:56:59 +0400 Subject: [rt-users] custom field position and layout design In-Reply-To: <4DE11612.7070501@dido.ca> References: <4DE11612.7070501@dido.ca> Message-ID: Hi, Order controlled in UI. Order is global setting. Use latest 3.8.x releses where functionality was improved. Layout is not configurable through UI, you can try CSS, but I'm not sure how far you can go with it. On Sat, May 28, 2011 at 7:34 PM, Gilbert Rebeiro wrote: > Hi, > > We would like to know if it is possible to control the order and layout of > custom fields. > > Specifically we have 2 different groups of users that should fill out 2 > groups of custom fields. > It would be nice to group them separately have control over the order and > layout. > > Any suggestions? > > Thanks, > Gilbert. > -- Best regards, Ruslan. From rtusers-20090205 at billmail.scconsult.com Sun May 29 12:21:10 2011 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Sun, 29 May 2011 12:21:10 -0400 Subject: [rt-users] rt4.0: anonymous hash error on apache startup In-Reply-To: References: Message-ID: <4DE27276.4070002@billmail.scconsult.com> Ruslan Zakirov wrote, On 5/28/11 1:46 PM: > Hello, > > Problem is in your config file. Somewhere you set a hash option > (key-value pairs), but misses key or value and number of elements in > assignment is odd. A very likely cause of this is the ChartFont setting. It changed from a scalar in RT3 to a hash in RT4, so the config 'Set' command for RT3 will generate that specific error. > On Sat, May 28, 2011 at 2:15 PM, Daniel G. Rohan > wrote: >> Hello everyone, >> >> We've recently upgraded to 4.0.0 and whenever we start up our apache (using mod_perl), we get the following errors: >> >> Starting httpd: Odd number of elements in anonymous hash at /opt/rt4/sbin/../lib/RT/Config.pm line 861. >> Use of uninitialized value in anonymous hash ({}) at /opt/rt4/sbin/../lib/RT/Config.pm line 861. >> Odd number of elements in hash assignment at /opt/rt4/sbin/../lib/RT/Config.pm line 862. >> Use of uninitialized value in list assignment at /opt/rt4/sbin/../lib/RT/Config.pm line 862. >> >> This seems to reference this subroutine in /opt/rt4//lib/RT/Config.pm >> >> sub Set { >> my ( $self, $name ) = ( shift, shift ); >> >> my $old = $OPTIONS{$name}; >> my $type = $META{$name}->{'Type'} || 'SCALAR'; >> if ( $type eq 'ARRAY' ) { >> $OPTIONS{$name} = [@_]; >> { no warnings 'once'; no strict 'refs'; @{"RT::$name"} = (@_); } >> } elsif ( $type eq 'HASH' ) { >> $OPTIONS{$name} = {@_}; >> { no warnings 'once'; no strict 'refs'; %{"RT::$name"} = (@_); } >> } else { >> $OPTIONS{$name} = shift; >> {no warnings 'once'; no strict 'refs'; ${"RT::$name"} = $OPTIONS{$name}; } >> } >> $META{$name}->{'Type'} = $type; >> return $self->_ReturnValue( $old, $type ); >> } >> >> >> Apache starts up fine, and RT seems to be working, but this is concerning to us. Any suggestions or insight into what might be the issue? >> >> Thanks, >> >> Dan Rohan > > > From Avenger1 at atlas.sk Mon May 30 03:10:24 2011 From: Avenger1 at atlas.sk (Miroslav Horvath) Date: Mon, 30 May 2011 00:10:24 -0700 (PDT) Subject: [rt-users] Attachments in Resolution email In-Reply-To: References: <31661517.post@talk.nabble.com> <31696328.post@talk.nabble.com> Message-ID: <31731075.post@talk.nabble.com> Kenneth, yes please, provide me some details. This is our template for Resolved email. But attachments are not working. Subject: Vyrie?en?: {$Ticket->Subject} RT-Attach-Message: yes Pod?a na?ich z?znamov bola Va?a po?iadavka VYRIE?EN?. Ak m?te ak?ko?vek ?al?ie ot?zky alebo nejasnosti k ?lohe, pros?m odpovedzte na t?to spr?vu, a ?loha bude automaticky znovu otvoren? v syst?me. T?to odpove? je automaticky generovan? syst?mom RT-ZSE. ?akujeme. {$Ticket->QueueObj->Description} =================================================================== Resolution details ------------------------------------------------------------------- { my $resolution_comment; my $Transactions = $Ticket->Transactions; $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' ); $Transactions->OrderByCols ( { FIELD => 'Created', ORDER => 'DESC' }, { FIELD => 'id', ORDER => 'DESC' }, ); my $CommentObj = $Transactions->First; if( $CommentObj && $CommentObj->id ) { $resolution_comment = $CommentObj->Content; } $resolution_comment; } =================================================================== Request details: ------------------------------------------------------------------- { $Ticket->Transactions->First->Content; } Miroslav, You can modify the "resolve" template to include the last comment and/or include any attachments. When the ticket is resolved and the email sent, the template will include all the data you want. I have an example if you want it. Kenn LBNL On Wed, May 25, 2011 at 7:03 AM, Mike Johnson wrote: -- View this message in context: http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31731075.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From d-rohan at northwestern.edu Mon May 30 05:43:57 2011 From: d-rohan at northwestern.edu (Daniel G. Rohan) Date: Mon, 30 May 2011 12:43:57 +0300 Subject: [rt-users] rt4.0: anonymous hash error on apache startup In-Reply-To: <4DE27276.4070002@billmail.scconsult.com> References: <4DE27276.4070002@billmail.scconsult.com> Message-ID: On May 29, 2011, at 7:21 PM, Bill Cole wrote: > Ruslan Zakirov wrote, On 5/28/11 1:46 PM: >> Hello, >> >> Problem is in your config file. Somewhere you set a hash option >> (key-value pairs), but misses key or value and number of elements in >> assignment is odd. > > A very likely cause of this is the ChartFont setting. It changed from a > scalar in RT3 to a hash in RT4, so the config 'Set' command for RT3 will > generate that specific error. Thank you Ruslan and Bill. Bill, you were right on the money-- as soon as I commented out that setting (it was undefined anyway), the error disappeared. Much appreciation. Dan Rohan From robert.wysocki at contium.pl Mon May 30 06:09:11 2011 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Mon, 30 May 2011 12:09:11 +0200 Subject: [rt-users] RT4 - mod_perl problem with apache2 Message-ID: <1306750151.2515.7.camel@rmwysocki> Hi guys, I've googled it, some people also have this problem, but no solutions were provided by anyone. The problem is: testrt:/opt/rt4/etc# apache2ctl restart /usr/sbin/apache2ctl: line 107: 11712 Segmentation fault $HTTPD ${APACHE_ARGUMENTS} -t 2> /dev/null Syntax OK /usr/sbin/apache2ctl: line 107: 11715 Segmentation fault $HTTPD ${APACHE_ARGUMENTS} -t Action 'restart' failed. The Apache error log may have more information. testrt:/opt/rt4/etc# /etc/init.d/apache2 reload Syntax OK /usr/sbin/apache2ctl: line 107: 11729 Segmentation fault $HTTPD ${APACHE_ARGUMENTS} -t Action 'configtest' failed. The Apache error log may have more information. failed! The way of restarting apache which doesn't cause error to be thrown is just: /etc/init.d/apache2 stop; /etc/init.d/apache2 start but it's, well, inelegant. The issue is probably related to Plack. Any suggestions? Regards, -- Robert Wysocki CONTIUM S.A., http://www.contium.pl From cloos at netcologne.de Mon May 30 07:02:19 2011 From: cloos at netcologne.de (Christian Loos) Date: Mon, 30 May 2011 13:02:19 +0200 Subject: [rt-users] Workflow HOWTO In-Reply-To: <8f63738f27262813a93de7896db57813.squirrel@mail.seiner.com> References: <8f63738f27262813a93de7896db57813.squirrel@mail.seiner.com> Message-ID: <4DE3793B.2070904@netcologne.de> How about closing the design ticket if it is approved and then create a new ticket in the construction queue and link it to the design ticket and grant SeeTicket right to the design queue for the construction user. The construction user can see the comments and attachments in the design ticket and can make new comments and attachments to the construction ticket. So you have a clear separation between design and construction. Chris Am 26.05.2011 23:17, schrieb Yan Seiner: > I'm struggling with implementing approvals. Here's how we work: > > An engineer designs a project. Once s/he's done, s/he has a supervisor > approve the design and cost estimate. This approval may need several > levels depending on the overall cost estimate (we're a public utility and > the approvals are governed by state statutes). > > While the ticket is in review, I want people to be able to make comments > and other minor changes, but must not be allowed to change the queue or > status. > > Once the ticket is approved, it then gets moved to the construction queue. > Changing the queue can be automated based on the approval. > > Per the docs, the "correct" way is to create a new ticket in the new > queue, but that won't really work for us without additional complications; > the drawings, specifications, and estimate are part of the engineering > ticket and the construction crews sometimes need to see the design > decisions that went into the design, so they need to have full access to > the engineering ticket. > > How do I implement this? From ruz at bestpractical.com Mon May 30 11:01:14 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 30 May 2011 19:01:14 +0400 Subject: [rt-users] rt4.0: anonymous hash error on apache startup In-Reply-To: References: <4DE27276.4070002@billmail.scconsult.com> Message-ID: On Mon, May 30, 2011 at 1:43 PM, Daniel G. Rohan wrote: > > On May 29, 2011, at 7:21 PM, Bill Cole wrote: > >> Ruslan Zakirov wrote, On 5/28/11 1:46 PM: >>> Hello, >>> >>> Problem is in your config file. Somewhere you set a hash option >>> (key-value pairs), but misses key or value and number of elements in >>> assignment is odd. >> >> A very likely cause of this is the ChartFont setting. It changed from a >> scalar in RT3 to a hash in RT4, so the config 'Set' command for RT3 will >> generate that specific error. > > Thank you Ruslan and Bill. ?Bill, you were right on the money-- as soon as I commented out that setting (it was undefined anyway), the error disappeared. You probably have copy of default settings from some version of RT_Config.pm in RT_SiteConfig.pm then. It's bad practice that leads to such problems. Review your site config and leave only those that differs from defaults. > > Much appreciation. > > Dan Rohan -- Best regards, Ruslan. From mike.johnson at nosm.ca Mon May 30 11:50:59 2011 From: mike.johnson at nosm.ca (Mike Johnson) Date: Mon, 30 May 2011 11:50:59 -0400 Subject: [rt-users] How you manage cc. In-Reply-To: <20110516094655.GA99429@obspm.fr> References: <20110516094655.GA99429@obspm.fr> Message-ID: Hi Albert, I thought up a way you could stop some of the chaos that occurs... but this involves a shift in how tickets are created. Form based ticket submission and a hidden RT ticket creation email address - have a seperate email address that actually creates tickets and only allow a form email that address... so end-users can't email it directly, have end-users email another address... and that address check for the RT tag in the subject... if it doesn't find it, dump the email and reply to the end-user saying they have to fill our your form. Not really an out-of-the-box way of doing it, but it would get the job done... Maybe this will spark some ideas on a better way... Good luck! Mike. On Mon, May 16, 2011 at 5:46 AM, Albert Shih wrote: > Hi all. > > I would like to known how you manage your ticket when some user send a > message to > > our-rt-alias > > and put in > > cc: lot of users. > > so when the ?lot of users? answer the first mail (not the second one) rt > create lots of tickets (each answer). > > 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 16 mai 2011 11:45:39 CEST > -- 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 Daniel.Schwager at dtnet.de Mon May 30 12:21:05 2011 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Mon, 30 May 2011 18:21:05 +0200 Subject: [rt-users] CommandByMail + SLA, set CF SLA using email does not work Message-ID: Hi, we are using the current version 0.03 of http://search.cpan.org/~ruz/RT-Extension-SLA/ in a productive environment - works great - very good work. Also, we are using RT-Extension-CommandByMail to set e.g. the SLA by email (AddCF.{SLA}:Task-low), but this does not work. The logfile tells me about the correct parsing from CommandByMail: [Mon May 30 16:08:45 2011] [debug]: Got command addcustomfield{sla} => Task-low (/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Emai l/Filter/TakeAction.pm:213) But the Condition/SLA_RequireDefault.pm told me (I checked this by adding some debug info) no SLA is set - and of course, set's the default one. Independent of email-configure "SLA" using CommandByMail, the CommandByMail works fine. How can I go on tracking down the problem ? Kind regards Danny From Daniel.Schwager at dtnet.de Mon May 30 12:32:08 2011 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Mon, 30 May 2011 18:32:08 +0200 Subject: [rt-users] in default preference / search options ? Message-ID: Hi, is there a way to add a to the default search options (rt/Prefs/SearchOptions.html) ? Currently, "NEWLINE" is available, but no "". In the normal (advanced) search (not the default one), it's possible to add '', to the Format-Field - works fine. But I don't know how to change the default Format. Kind regards Danny From ruz at bestpractical.com Mon May 30 12:40:01 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 30 May 2011 20:40:01 +0400 Subject: [rt-users] CommandByMail + SLA, set CF SLA using email does not work In-Reply-To: References: Message-ID: On Mon, May 30, 2011 at 8:21 PM, Daniel Schwager wrote: > Hi, > > we are using the current version 0.03 of > http://search.cpan.org/~ruz/RT-Extension-SLA/ > in a productive environment - works great - very > good work. > > Also, we are using RT-Extension-CommandByMail to > set e.g. the SLA by email (AddCF.{SLA}:Task-low), > but this does not work. > > The logfile tells me about the correct > parsing from CommandByMail: > > ? ? ? ? [Mon May 30 16:08:45 2011] [debug]: Got command > addcustomfield{sla} => Task-low > > (/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Emai > l/Filter/TakeAction.pm:213) > > But the Condition/SLA_RequireDefault.pm told me (I checked this by > adding some debug info) > no SLA is set - and of course, set's the default one. > > Independent of email-configure "SLA" using CommandByMail, the > CommandByMail works fine. > > How can I go on tracking down the problem ? Try to use TransactionBatch stage for the SLA scrip that sets default value. > Kind regards > Danny > -- Best regards, Ruslan. From ruz at bestpractical.com Mon May 30 12:41:00 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 30 May 2011 20:41:00 +0400 Subject: [rt-users] in default preference / search options ? In-Reply-To: References: Message-ID: Hi, Default formats can be set in the config. On Mon, May 30, 2011 at 8:32 PM, Daniel Schwager wrote: > Hi, > > is there a way to add a to the > default search options (rt/Prefs/SearchOptions.html) ? > > Currently, "NEWLINE" is available, but no "". > > In the normal (advanced) search (not the default one), > it's possible to add > > ?'', > > to the Format-Field - works fine. But I don't know > how to change the default Format. > > Kind regards > Danny > > -- Best regards, Ruslan. From Daniel.Schwager at dtnet.de Mon May 30 13:33:20 2011 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Mon, 30 May 2011 19:33:20 +0200 Subject: [rt-users] CommandByMail + SLA, set CF SLA using email does not work References: Message-ID: Hi, > > Also, we are using RT-Extension-CommandByMail to > > set e.g. the SLA by email (AddCF.{SLA}:Task-low), > > but this does not work. > Try to use TransactionBatch stage for the SLA scrip that sets default value. no, this does not work either. regards Danny From ruz at bestpractical.com Mon May 30 13:38:37 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 30 May 2011 21:38:37 +0400 Subject: [rt-users] CommandByMail + SLA, set CF SLA using email does not work In-Reply-To: References: Message-ID: On Mon, May 30, 2011 at 9:33 PM, Daniel Schwager wrote: > Hi, > >> > Also, we are using RT-Extension-CommandByMail to >> > set e.g. the SLA by email (AddCF.{SLA}:Task-low), >> > but this does not work. > >> Try to use TransactionBatch stage for the SLA scrip that sets default value. > > no, this does not work either. Is it possible that you have several custom fields named SLA? Check database. > regards > Danny > > -- Best regards, Ruslan. From Daniel.Schwager at dtnet.de Mon May 30 13:49:39 2011 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Mon, 30 May 2011 19:49:39 +0200 Subject: [rt-users] CommandByMail + SLA, set CF SLA using email does not work References: Message-ID: > Is it possible that you have several custom fields named SLA? Check database. SELECT * FROM `CustomFields` WHERE `Name` LIKE 'SLA' LIMIT 0 , 30 --> 1 record found No, only one SLA CF-field. Danny From Daniel.Schwager at dtnet.de Mon May 30 14:03:14 2011 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Mon, 30 May 2011 20:03:14 +0200 Subject: [rt-users] in default preference / search options ? References: Message-ID: > Default formats can be set in the config. I would like to give the user the possibility to add a to this user default search, so the new BLANK should appear in the selection box Search Preferences / Search options / Display Columns / "Add Columns:" I found the available elements setup in share/html/Search/Elements/BuildFormatString Is this the right place ? My DefaultSearchResultFormat looks like: Set ($DefaultSearchResultFormat, qq{ '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, QuickDelete, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__'}); regards Danny From ruz at bestpractical.com Mon May 30 14:26:18 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 30 May 2011 22:26:18 +0400 Subject: [rt-users] in default preference / search options ? In-Reply-To: References: Message-ID: On Mon, May 30, 2011 at 10:03 PM, Daniel Schwager wrote: >> Default formats can be set in the config. > > I would like to give the user the possibility > to add a to this user default search, > so the new BLANK should appear in the selection > box > > ? ? ? ?Search Preferences / Search options ?/ Display Columns / "Add Columns:" > > I found the available elements setup in > ? ? ? ?share/html/Search/Elements/BuildFormatString > > Is this the right place ? Yes. Also, try NBSP (like NEWLINE). It should work similar or exactly like what you want. > > My DefaultSearchResultFormat looks like: > > Set ($DefaultSearchResultFormat, qq{ > ? '__id__/TITLE:#', > ? '__Subject__/TITLE:Subject', > ? Status, > ? QueueName, > ? OwnerName, > ? Priority, > ? QuickDelete, > ? '__NEWLINE__', > ? '', > ? '__Requestors__', > ? '__CreatedRelative__', > ? '__ToldRelative__', > ? '__LastUpdatedRelative__', > ? '__TimeLeft__'}); > > > regards > Danny > > -- Best regards, Ruslan. From Daniel.Schwager at dtnet.de Mon May 30 15:04:15 2011 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Mon, 30 May 2011 21:04:15 +0200 Subject: [rt-users] in default preference / search options ? References: Message-ID: > > I would like to give the user the possibility > > to add a to this user default search, > > so the new BLANK should appear in the selection > > box > > > > ? ? ? ?Search Preferences / Search options ?/ Display Columns / "Add Columns:" > > > > I found the available elements setup in > > ? ? ? ?share/html/Search/Elements/BuildFormatString > Also, try NBSP (like NEWLINE). It should work similar or exactly like > what you want. Great ! Thx a lot - works fine now: # Add local copy of BuildFormatString cp -av share/html/Search/Elements/BuildFormatString \ local/html/Search/Elements/BuildFormatString # Add NBSP local/html/Search/Elements/BuildFormatString: NEWLINE + NBSP ); # loc_qw ** Advanced (-: One additional question - could this be done by using a callback ? I saw a callback directly after the definition of the fields ... $m->callback( CallbackOnce => 1, CallbackName => 'SetFieldsOnce', Fields => \@fields ); I tried to create a callback - but it does not work (sorry, I never used Callbacks). May you can give me a small hint ? cat /opt/rt3/local/html/Callbacks/MyCallbacks/Prefs/SearchOptions.html/SetFieldsOnce <%init> push @fields, "NBSP"; RT::Logger->debug("SetFieldsOnce.1: \n"); <%args> @fields => undef Kind regards Danny From ruz at bestpractical.com Mon May 30 15:36:03 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 30 May 2011 23:36:03 +0400 Subject: [rt-users] in default preference / search options ? In-Reply-To: References: Message-ID: On Mon, May 30, 2011 at 11:04 PM, Daniel Schwager wrote: >> > I would like to give the user the possibility >> > to add a to this user default search, >> > so the new BLANK should appear in the selection >> > box >> > >> > ? ? ? ?Search Preferences / Search options ?/ Display Columns / "Add Columns:" >> > >> > I found the available elements setup in >> > ? ? ? ?share/html/Search/Elements/BuildFormatString > >> Also, try NBSP (like NEWLINE). It should work similar or exactly like >> what you want. > > Great ! Thx a lot - works fine now: > > # Add local copy of BuildFormatString > cp -av share/html/Search/Elements/BuildFormatString \ > ? ? ? ?local/html/Search/Elements/BuildFormatString > > # Add NBSP > local/html/Search/Elements/BuildFormatString: > ? ? ? ? ? ? NEWLINE > ? ? ? ?+ ? ?NBSP > ? ? ? ?); # loc_qw > > > ** Advanced (-: > One additional question - could this be done by using a callback ? > I saw a callback directly after the definition of the fields ... > ? ?$m->callback( CallbackOnce => 1, CallbackName => 'SetFieldsOnce', Fields => \@fields ); > > I tried to create a callback - but it does not work (sorry, I never > used Callbacks). May you can give me a small hint ? > > cat /opt/rt3/local/html/Callbacks/MyCallbacks/Prefs/SearchOptions.html/SetFieldsOnce It's a wrong path. Correct path is: /opt/rt3/local/html/Callbacks/MyCallbacks/Search/Elements/BuildFormatString/SetFieldsOnce > <%init> > ?push @fields, "NBSP"; > ?RT::Logger->debug("SetFieldsOnce.1: \n"); > > <%args> > ?@fields => undef > A reference to array is passed, so you should use reference: <%ARGS> $fields => [] <%ARGS> <%INIT> push @$fields, 'NBSP'; That's it. Not tested. > Kind regards > Danny > -- Best regards, Ruslan. From jphml at videotron.ca Mon May 30 16:21:11 2011 From: jphml at videotron.ca (Jean-Philippe Houde) Date: Mon, 30 May 2011 16:21:11 -0400 Subject: [rt-users] RT 3.6 to RT4 upgrade with Oracle Message-ID: Hi, My client is currently using RT 3.6.4 on Oracle 11g. We are looking into upgrading to RT 4.0.0. According to the documentation, a fresh install should be pretty simple. However, there is no instruction on upgrading when using Oracle. Does that mean nothing special needs to be done? >From the README, we can see the following: If you are using MySQL, please read the instructions in docs/UPGRADING.mysql as well to ensure that you do not corrupt existing data. We would expect the same kind of document for Oracle. There is none. Can someone point us to the right direction or give us some information. Thanks, J-P From Daniel.Schwager at dtnet.de Tue May 31 03:43:54 2011 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Tue, 31 May 2011 09:43:54 +0200 Subject: [rt-users] in default preference / search options ? References: Message-ID: > It's a wrong path. Correct path is: > /opt/rt3/local/html/Callbacks/MyCallbacks/Search/Elements/BuildFormatString/SetFieldsOnce yes - sorry about this )-: You are right. > A reference to array is passed, so you should use reference: ... > That's it. Not tested. Great, the following works like a charm: <%INIT> push @$Fields, 'NBSP'; <%ARGS> $Fields => [] Now, a I can insert a 'NBSP' which will be displayed as a "Blank". Best regards Danny From ronald.higgins at gmail.com Tue May 31 05:26:38 2011 From: ronald.higgins at gmail.com (ronald higgins) Date: Tue, 31 May 2011 11:26:38 +0200 Subject: [rt-users] Adding/Removing/Rename Fields under Basics Message-ID: Hi All, Under a given Ticket's Basic page there are a few fields such as Status, Queue, Owner, Time Worked, Time Estimated & Time Left. Is it possible to add more fields to the Basic page or rename the Time Worked/Time Estimated/Time Left? Regards Ronald From gsollazz at sgul.ac.uk Tue May 31 05:52:43 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Tue, 31 May 2011 10:52:43 +0100 Subject: [rt-users] RT::Extension::LDAPImport install fails In-Reply-To: <20110526155548.GI15565@jibsheet.com> References: <4DDE4E58.6040903@sgul.ac.uk> <20110526134120.GH15565@jibsheet.com> <4DDE5CA9.8010608@sgul.ac.uk> <20110526155548.GI15565@jibsheet.com> Message-ID: <4DE4BA6B.9090804@sgul.ac.uk> Hi Kevin, thanks for your reply. Comments inline. On 26/05/11 16:55, Kevin Falcone wrote: > On Thu, May 26, 2011 at 02:59:05PM +0100, Giuseppe Sollazzo wrote: >> The reason I answered "n" is that if I try and install the test >> package I get the following output (even if I try the install >> separately): >> >> Running make test >> PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" >> "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t >> t/00-load.t ....... 1/1 # Testing Net::LDAP::Server::Test 0.10, Perl >> 5.008008, /usr/bin/perl >> t/00-load.t ....... ok >> t/01-ldap.t ....... 1/12 Creating new LDAP server on port 10636 ... >> Accepted connection from: 127.0.0.1 >> Creating new LDAP server on port 10636 ... >> Unable to listen on port 10636: Address already in use at /root/.cpan/build/Net-LDAP-Server-Test-0.10/blib/lib/Net/LDAP/Server/Test.pm >> line 844. >> ... shutting down server > This is a random port, so either you have a conflict on the random > port it chose, or some other restriction from your OS. Uhm... weird as running from root. Also, what do you mean by "random"? Every time I run the install the port is the same, do I have any way of altering the seed? > You do understand that the test suite will need to create an rt3test > database and put data in it? > It gets to that point actually. But this is RT4, so rt4test, which was created without issues specifying the DBA user/pass as an environment variable. > I suspect that you really do not want to run the test suite, and we'll > release an update that moves them to author tests. > > I still suggest a manual installation since it will make it easier for > you to review the README > Ok - I'll have a look at the README and experiment with the manual install, although I'd prefer a "packaged" release for the live server. Please let me know about your release plans. Many 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 kae at midnighthax.com Tue May 31 07:32:00 2011 From: kae at midnighthax.com (Keith Edmunds) Date: Tue, 31 May 2011 12:32:00 +0100 Subject: [rt-users] Blacklist and Bugzilla Message-ID: <20110531123200.7637fa9e@kae.tiger-computing.wbp> We're seeing bugzilla-internal@[redacted].com was blacklisted for outbound mail on this transaction We want to send mail to this address, and this used to work with 3.6 (now running 3.8.8). How can we change the behaviour so that mail is sent to that Bugzilla 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 ruz at bestpractical.com Tue May 31 09:19:51 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 31 May 2011 17:19:51 +0400 Subject: [rt-users] Blacklist and Bugzilla In-Reply-To: <20110531123200.7637fa9e@kae.tiger-computing.wbp> References: <20110531123200.7637fa9e@kae.tiger-computing.wbp> Message-ID: Hi, RTAddressRegexp, this option may be matches more addresses. Check squelching, may be somebody manually marked this address to stop mails. On Tue, May 31, 2011 at 3:32 PM, Keith Edmunds wrote: > We're seeing > > ? ? ? ?bugzilla-internal@[redacted].com was blacklisted for outbound mail > ? ? ? ?on this transaction > > We want to send mail to this address, and this used to work with 3.6 (now > running 3.8.8). > > How can we change the behaviour so that mail is sent to that Bugzilla > 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? > -- Best regards, Ruslan. From bertignac at gmail.com Tue May 31 09:21:17 2011 From: bertignac at gmail.com (L B) Date: Tue, 31 May 2011 15:21:17 +0200 Subject: [rt-users] RT4 slowness Message-ID: Hi, I'm testing RT4 and I have slowness problems. I tried these environments: - RHEL6 64bits/ RedHat httpd-2.2.15 / RedHat perl 5.10 / RedHat mod_perl 2.0.4 / RT 4.0 - RHEL6 64bits/ RedHat httpd-2.2.15 / own compiled perl 5.14 / own compiled mod_perl 2.0.5 / RT 4.0 - RHEL6 64bits/ RedHat httpd-2.2.15 / own compiled perl 5.14 / own compiled mod_perl 2.0.5 / RT 4.1rc1 - RHEL6 64bits/ RedHat httpd-2.2.15 / own compiled perl 5.14 / own compiled mod_perl 2.0.6-devel / RT 4.1rc1 All perl dependencies have been installed using CPAN with the make fixdeps. (in system perl directories in the first case, and my local perl diretories in the others). My compiled Perl has roughly the same options as the RedHat perl (ithread included). All are slow. The machine is quite fast, I don't think it's the problem. I tried with a local postgresql database and a remote one, no change. Clean new empty database. My Apache configuration follows the web-deployment.pod documentation, basically it has: 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-CSAHUT/sbin/rt-server"); Note: the section slows down a lot Apache service restart but I guess it's normal if it preloads rt-server I added this to use my own perl: PerlSwitches -I/opt/perl-5.14.0/lib/5.14.0/ -I/opt/perl-5.14.0/lib/site_perl/5.14.0/x86_64-linux/ -I/opt/perl-5.14.0/lib/site_perl/5.14.0/ I tried also /opt/rt4/sbin/rt-server --port 8080 and /opt/rt4/sbin/rt-server --server Starman --port 8080 Same slowness. What I mean by slowness is that after sending the GET / request, it takes 7 seconds before seeing the second request /NoAuth/css/aileron-squished-30dddb4c81e92207bd3fe516099c0477.css. I don't have any network traffic during this 7secs on RT server network interface, so I guess something is processed. Httpd process is running at 100% at this time. I created one ticket, and displaying it takes several seconds. Browsing in RT is not fast. Even accessing the same pages is not that fast (maybe a little bit faster than the first access, but not much). I tried to turn on debugging in Apache and RT, but I see nothing wrong. Any idea what I can try now ? Many thanks, -- L.B. From falcone at bestpractical.com Tue May 31 10:15:22 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 31 May 2011 10:15:22 -0400 Subject: [rt-users] custom field position and layout design In-Reply-To: References: <4DE11612.7070501@dido.ca> Message-ID: <20110531141522.GD93544@jibsheet.com> On Sat, May 28, 2011 at 09:56:59PM +0400, Ruslan Zakirov wrote: > Order controlled in UI. Order is global setting. Use latest 3.8.x > releses where functionality was improved. To expand a little - you can control this from Configuration -> Queues -> Queue Name -> Ticket Custom Fields I believe you need at least 3.8.8 for the features Ruz added -kevin > Layout is not configurable through UI, you can try CSS, but I'm not > sure how far you can go with it. > > On Sat, May 28, 2011 at 7:34 PM, Gilbert Rebeiro wrote: > > Hi, > > > > We would like to know if it is possible to control the order and layout of > > custom fields. > > > > Specifically we have 2 different groups of users that should fill out 2 > > groups of custom fields. > > It would be nice to group them separately have control over the order and > > layout. > > > > Any suggestions? -------------- 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 May 31 10:19:54 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 31 May 2011 10:19:54 -0400 Subject: [rt-users] rt4.0: anonymous hash error on apache startup In-Reply-To: <4DE27276.4070002@billmail.scconsult.com> References: <4DE27276.4070002@billmail.scconsult.com> Message-ID: <20110531141954.GE93544@jibsheet.com> On Sun, May 29, 2011 at 12:21:10PM -0400, Bill Cole wrote: > Ruslan Zakirov wrote, On 5/28/11 1:46 PM: > >Hello, > > > >Problem is in your config file. Somewhere you set a hash option > >(key-value pairs), but misses key or value and number of elements in > >assignment is odd. > > A very likely cause of this is the ChartFont setting. It changed > from a scalar in RT3 to a hash in RT4, so the config 'Set' command > for RT3 will generate that specific error. This actually changed between 3.8.7 and 3.8.8 There are notes about it in docs/UPGRADING-3.8 As Ruslan notes later in the thread, if you aren't customizing the setting, you really shouldn't copy settings from RT_Config.pm to RT_SiteConfig.pm. You especially shouldn't just copy everything over. -kevin > >On Sat, May 28, 2011 at 2:15 PM, Daniel G. Rohan > > wrote: > >>Hello everyone, > >> > >>We've recently upgraded to 4.0.0 and whenever we start up our apache (using mod_perl), we get the following errors: > >> > >>Starting httpd: Odd number of elements in anonymous hash at /opt/rt4/sbin/../lib/RT/Config.pm line 861. > >>Use of uninitialized value in anonymous hash ({}) at /opt/rt4/sbin/../lib/RT/Config.pm line 861. > >>Odd number of elements in hash assignment at /opt/rt4/sbin/../lib/RT/Config.pm line 862. > >>Use of uninitialized value in list assignment at /opt/rt4/sbin/../lib/RT/Config.pm line 862. > >> > >>This seems to reference this subroutine in /opt/rt4//lib/RT/Config.pm > >> > >>sub Set { > >> my ( $self, $name ) = ( shift, shift ); > >> > >> my $old = $OPTIONS{$name}; > >> my $type = $META{$name}->{'Type'} || 'SCALAR'; > >> if ( $type eq 'ARRAY' ) { > >> $OPTIONS{$name} = [@_]; > >> { no warnings 'once'; no strict 'refs'; @{"RT::$name"} = (@_); } > >> } elsif ( $type eq 'HASH' ) { > >> $OPTIONS{$name} = {@_}; > >> { no warnings 'once'; no strict 'refs'; %{"RT::$name"} = (@_); } > >> } else { > >> $OPTIONS{$name} = shift; > >> {no warnings 'once'; no strict 'refs'; ${"RT::$name"} = $OPTIONS{$name}; } > >> } > >> $META{$name}->{'Type'} = $type; > >> return $self->_ReturnValue( $old, $type ); > >>} > >> > >> > >>Apache starts up fine, and RT seems to be working, but this is concerning to us. Any suggestions or insight into what might be the issue? > >> > >>Thanks, > >> > >>Dan Rohan > > > > > > -------------- 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 May 31 10:22:19 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 31 May 2011 10:22:19 -0400 Subject: [rt-users] RT 3.6 to RT4 upgrade with Oracle In-Reply-To: References: Message-ID: <20110531142219.GF93544@jibsheet.com> On Mon, May 30, 2011 at 04:21:11PM -0400, Jean-Philippe Houde wrote: > My client is currently using RT 3.6.4 on Oracle 11g. We are looking into > upgrading to RT 4.0.0. According to the documentation, a fresh install > should be pretty simple. However, there is no instruction on upgrading when > using Oracle. Does that mean nothing special needs to be done? > > From the README, we can see the following: > > If you are using MySQL, please read the instructions in > docs/UPGRADING.mysql as well to ensure that you do not corrupt > existing data. > > We would expect the same kind of document for Oracle. There is none. There also isn't a separate document for Postgres. MySQL has a number of special steps required that aren't needed for Oracle or Pg. You should review docs/UPGRADING-3.6 3.8 and 4.0 along with the README. All the upgrading instructions are there. You may also want to test 4.0.1rc1 since it includes a number of bugfixes for issues discovered in 4.0.0. -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 May 31 10:23:38 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 31 May 2011 10:23:38 -0400 Subject: [rt-users] Adding/Removing/Rename Fields under Basics In-Reply-To: References: Message-ID: <20110531142338.GG93544@jibsheet.com> On Tue, May 31, 2011 at 11:26:38AM +0200, ronald higgins wrote: > Under a given Ticket's Basic page there are a few fields such as > Status, Queue, Owner, Time Worked, Time Estimated & Time Left. > Is it possible to add more fields to the Basic page or rename the Time > Worked/Time Estimated/Time Left? It sounds like you want Custom Fields. -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 May 31 10:32:17 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 31 May 2011 10:32:17 -0400 Subject: [rt-users] RT::Extension::LDAPImport install fails In-Reply-To: <4DE4BA6B.9090804@sgul.ac.uk> References: <4DDE4E58.6040903@sgul.ac.uk> <20110526134120.GH15565@jibsheet.com> <4DDE5CA9.8010608@sgul.ac.uk> <20110526155548.GI15565@jibsheet.com> <4DE4BA6B.9090804@sgul.ac.uk> Message-ID: <20110531143217.GH93544@jibsheet.com> On Tue, May 31, 2011 at 10:52:43AM +0100, Giuseppe Sollazzo wrote: > >>t/00-load.t ....... ok > >>t/01-ldap.t ....... 1/12 Creating new LDAP server on port 10636 ... > >>Accepted connection from: 127.0.0.1 > >>Creating new LDAP server on port 10636 ... > >>Unable to listen on port 10636: Address already in use at /root/.cpan/build/Net-LDAP-Server-Test-0.10/blib/lib/Net/LDAP/Server/Test.pm > >>line 844. > >> ... shutting down server > >This is a random port, so either you have a conflict on the random > >port it chose, or some other restriction from your OS. > > Uhm... weird as running from root. Also, what do you mean by > "random"? Every time I run the install the port is the same, do I > have any way of altering the seed? Oh, this is you being unable to install Net::LDAP::Server::Test If it hardcodes a port, you'll either need to tweak the test suite or file a bug with the author. We have no control over that. > >I suspect that you really do not want to run the test suite, and we'll > >release an update that moves them to author tests. > > > >I still suggest a manual installation since it will make it easier for > >you to review the README > > > Ok - I'll have a look at the README and experiment with the manual > install, although I'd prefer a "packaged" release for the live > server. Please let me know about your release plans. You realize that the manual install is simply replicating what the cpan shell does? The cpan shell downloads, untars it, runs perl Makefile.PL, runs tests, installs. What you would do is download the tarball, untar it, read the README, follow the instructions to run Makefile.PL and install it. The CPAN client will not configure the extension or add it to your RT_SiteConfig.pm so you're still going to need to read the README and do some manual things. I'm not actually aware of any packages of this 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 Tue May 31 10:34:56 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 31 May 2011 10:34:56 -0400 Subject: [rt-users] RT4 slowness In-Reply-To: References: Message-ID: <20110531143456.GI93544@jibsheet.com> On Tue, May 31, 2011 at 03:21:17PM +0200, L B wrote: > What I mean by slowness is that after sending the GET / request, it > takes 7 seconds before seeing the second request > /NoAuth/css/aileron-squished-30dddb4c81e92207bd3fe516099c0477.css. I > don't have any network traffic during this 7secs on RT server network > interface, so I guess something is processed. Httpd process is running > at 100% at this time. You should only see this for the first request while things are squished. If you're seeing it for subsequent requests on a standalone server, then something is quite wrong. If you would like to use something faster than JavaScript::Minifier, you can check out JSMinPath in RT_Config.pm -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From gsollazz at sgul.ac.uk Tue May 31 10:34:08 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Tue, 31 May 2011 15:34:08 +0100 Subject: [rt-users] RT::Extension::LDAPImport install fails In-Reply-To: <20110531143217.GH93544@jibsheet.com> References: <4DDE4E58.6040903@sgul.ac.uk> <20110526134120.GH15565@jibsheet.com> <4DDE5CA9.8010608@sgul.ac.uk> <20110526155548.GI15565@jibsheet.com> <4DE4BA6B.9090804@sgul.ac.uk> <20110531143217.GH93544@jibsheet.com> Message-ID: <4DE4FC60.5010801@sgul.ac.uk> Hi Kevin, thanks for the clarification. I'm not practical with perl/cpan in general and trying to find my way trough. I'm surprised no other users have experienced a similar problem when installing Net::LDAP::Server::Test, but I'll give a look - it seems to try using that port even upon rebooting. Thanks, G On 31/05/11 15:32, Kevin Falcone wrote: > On Tue, May 31, 2011 at 10:52:43AM +0100, Giuseppe Sollazzo wrote: >>>> t/00-load.t ....... ok >>>> t/01-ldap.t ....... 1/12 Creating new LDAP server on port 10636 ... >>>> Accepted connection from: 127.0.0.1 >>>> Creating new LDAP server on port 10636 ... >>>> Unable to listen on port 10636: Address already in use at /root/.cpan/build/Net-LDAP-Server-Test-0.10/blib/lib/Net/LDAP/Server/Test.pm >>>> line 844. >>>> ... shutting down server >>> This is a random port, so either you have a conflict on the random >>> port it chose, or some other restriction from your OS. >> Uhm... weird as running from root. Also, what do you mean by >> "random"? Every time I run the install the port is the same, do I >> have any way of altering the seed? > Oh, this is you being unable to install Net::LDAP::Server::Test > If it hardcodes a port, you'll either need to tweak the test suite or > file a bug with the author. We have no control over that. > >>> I suspect that you really do not want to run the test suite, and we'll >>> release an update that moves them to author tests. >>> >>> I still suggest a manual installation since it will make it easier for >>> you to review the README >>> >> Ok - I'll have a look at the README and experiment with the manual >> install, although I'd prefer a "packaged" release for the live >> server. Please let me know about your release plans. > You realize that the manual install is simply replicating what the > cpan shell does? The cpan shell downloads, untars it, runs perl > Makefile.PL, runs tests, installs. What you would do is download the > tarball, untar it, read the README, follow the instructions to run > Makefile.PL and install it. > > The CPAN client will not configure the extension or add it to your > RT_SiteConfig.pm so you're still going to need to read the README and > do some manual things. I'm not actually aware of any packages of this > extension. > > -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 Tue May 31 11:00:41 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 31 May 2011 11:00:41 -0400 Subject: [rt-users] RT4 - mod_perl problem with apache2 In-Reply-To: <1306750151.2515.7.camel@rmwysocki> References: <1306750151.2515.7.camel@rmwysocki> Message-ID: <20110531150041.GJ93544@jibsheet.com> On Mon, May 30, 2011 at 12:09:11PM +0200, Robert Wysocki wrote: > Hi guys, > > I've googled it, some people also have this problem, but no solutions > were provided by anyone. > The problem is: > testrt:/opt/rt4/etc# apache2ctl restart > /usr/sbin/apache2ctl: line 107: 11712 Segmentation fault $HTTPD > ${APACHE_ARGUMENTS} -t 2> /dev/null > Syntax OK > /usr/sbin/apache2ctl: line 107: 11715 Segmentation fault $HTTPD > ${APACHE_ARGUMENTS} -t > Action 'restart' failed. > The Apache error log may have more information. > testrt:/opt/rt4/etc# /etc/init.d/apache2 reload > Syntax OK > /usr/sbin/apache2ctl: line 107: 11729 Segmentation fault $HTTPD > ${APACHE_ARGUMENTS} -t > Action 'configtest' failed. > The Apache error log may have more information. > failed! > > The way of restarting apache which doesn't cause error to be thrown is > just: > /etc/init.d/apache2 stop; /etc/init.d/apache2 start > but it's, well, inelegant. > > The issue is probably related to Plack. Unfortunately, it's difficult to try replicating without a perl/apache/mod_perl2/plack version 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 lab at pacbell.net Tue May 31 11:18:20 2011 From: lab at pacbell.net (20/20 Lab) Date: Tue, 31 May 2011 08:18:20 -0700 Subject: [rt-users] RT4 - mod_perl problem with apache2 In-Reply-To: <1306750151.2515.7.camel@rmwysocki> References: <1306750151.2515.7.camel@rmwysocki> Message-ID: <4DE506BC.6060606@pacbell.net> On 05/30/2011 3:09 AM, Robert Wysocki wrote: > Hi guys, > > I've googled it, some people also have this problem, but no solutions > were provided by anyone. > The problem is: > testrt:/opt/rt4/etc# apache2ctl restart > /usr/sbin/apache2ctl: line 107: 11712 Segmentation fault $HTTPD > ${APACHE_ARGUMENTS} -t 2> /dev/null > Syntax OK > /usr/sbin/apache2ctl: line 107: 11715 Segmentation fault $HTTPD > ${APACHE_ARGUMENTS} -t > Action 'restart' failed. > The Apache error log may have more information. > testrt:/opt/rt4/etc# /etc/init.d/apache2 reload > Syntax OK > /usr/sbin/apache2ctl: line 107: 11729 Segmentation fault $HTTPD > ${APACHE_ARGUMENTS} -t > Action 'configtest' failed. > The Apache error log may have more information. > failed! > > The way of restarting apache which doesn't cause error to be thrown is > just: > /etc/init.d/apache2 stop; /etc/init.d/apache2 start > but it's, well, inelegant. > > The issue is probably related to Plack. > > Any suggestions? > > Regards, Looks like its cause you have your $APACHE_ARGUMENTS set with a -t by default. On my system, apache2ctl wont restart my server with a -t argument. It does, however, restart it perfectly fine without the -t argument. Looking into the /usr/sbin/apache2ctl file, line 107 is where it takes in the command line arguments. Try clearing the $APACHE_ARGUMENTS variable and try again. And Kevin makes a valid point. Version and distro information would be very helpful. Good luck, Matt From gerard at eve-team.com Tue May 31 11:32:35 2011 From: gerard at eve-team.com (Gerard FENELON) Date: Tue, 31 May 2011 17:32:35 +0200 Subject: [rt-users] Setting the Requestor to be the CurrentUser in a created ticket Message-ID: <4DE50A13.3060404@eve-team.com> Hello I am creating tickets automatically when a CF is set to a specific value I would like to to put the name of the User that changes the CF value in the Content. I would also like to set the Requestor of the new ticket to be the User that changes the CF value I have been unable to find a way to do that (I searched the wiki) The (simplified) template to create that new ticket is below (for the moment I am just trying to get the name of the CurrentUser in the Content part I will set the Requestor once I get that part right) I have tried * new RT::CurrentUser( $session{'CurrentUser'} ); * new RT::CurrentUser; * $session{'CurrentUser'} * $Tickets{'TOP'}->CurrentUser none of them seems to give me the expected result (the first three return nothing, the last returns the SystemUser) Can someone help me out ? Thanks Gerard ===Create-Ticket: new_patch_request Queue: Patch Request Subject: patch for RT { $Tickets{'TOP'}->Id() } RefersTo: { $Tickets{'TOP'}->Id() } CustomField-4: { $Tickets{'TOP'}->FirstCustomFieldValue( 'SW' ) || "Unknown" ; } Content: { my $current_user = ????? ; $current_user->RealName if $current_user } is requesting an official patch for ticket { $Tickets{'TOP'}->Id() } (Subject: { $Tickets{'TOP'}->Subject }). ENDOFCONTENT -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue May 31 11:39:00 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 31 May 2011 11:39:00 -0400 Subject: [rt-users] Setting the Requestor to be the CurrentUser in a created ticket In-Reply-To: <4DE50A13.3060404@eve-team.com> References: <4DE50A13.3060404@eve-team.com> Message-ID: <20110531153900.GK93544@jibsheet.com> On Tue, May 31, 2011 at 05:32:35PM +0200, Gerard FENELON wrote: > Hello > > I am creating tickets automatically when a CF is set to a specific value > > I would like to to put the name of the User that changes the CF value in the Content. > I would also like to set the Requestor of the new ticket to be the User that changes the CF > value > I have been unable to find a way to do that (I searched the wiki) Assuming a new enough RT (3.8.9 I think) you can use $TransactionObj to get the CreatorObj of the transaction that triggered your Scrip. That is the correct way to figure out who caused something. -kevin > The (simplified) template to create that new ticket is below > (for the moment I am just trying to get the name of the CurrentUser in the Content part > I will set the Requestor once I get that part right) > > I have tried > > * new RT::CurrentUser( $session{'CurrentUser'} ); > * new RT::CurrentUser; > * $session{'CurrentUser'} > * $Tickets{'TOP'}->CurrentUser > > none of them seems to give me the expected result > (the first three return nothing, the last returns the SystemUser) > Can someone help me out ? > > Thanks > Gerard > > ===Create-Ticket: new_patch_request > Queue: Patch Request > Subject: patch for RT { $Tickets{'TOP'}->Id() } > RefersTo: { $Tickets{'TOP'}->Id() } > CustomField-4: { $Tickets{'TOP'}->FirstCustomFieldValue( 'SW' ) || "Unknown" ; } > Content: > > { my $current_user = ????? ; > $current_user->RealName if $current_user } > > is requesting an official patch for ticket { $Tickets{'TOP'}->Id() } (Subject: { > $Tickets{'TOP'}->Subject }). > > ENDOFCONTENT -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From gerard at eve-team.com Tue May 31 11:49:09 2011 From: gerard at eve-team.com (Gerard FENELON) Date: Tue, 31 May 2011 17:49:09 +0200 Subject: [rt-users] Setting the Requestor to be the CurrentUser in a created ticket In-Reply-To: <20110531153900.GK93544@jibsheet.com> References: <4DE50A13.3060404@eve-team.com> <20110531153900.GK93544@jibsheet.com> Message-ID: <4DE50DF5.2050103@eve-team.com> Thanks One more reason to switch to 3.8.9 then Gerard On 2011-05-31 17:39, Kevin Falcone wrote: > On Tue, May 31, 2011 at 05:32:35PM +0200, Gerard FENELON wrote: >> Hello >> >> I am creating tickets automatically when a CF is set to a specific value >> >> I would like to to put the name of the User that changes the CF value in the Content. >> I would also like to set the Requestor of the new ticket to be the User that changes the CF >> value >> I have been unable to find a way to do that (I searched the wiki) > Assuming a new enough RT (3.8.9 I think) you can use $TransactionObj > to get the CreatorObj of the transaction that triggered your Scrip. > That is the correct way to figure out who caused something. > > -kevin > >> The (simplified) template to create that new ticket is below >> (for the moment I am just trying to get the name of the CurrentUser in the Content part >> I will set the Requestor once I get that part right) >> >> I have tried >> >> * new RT::CurrentUser( $session{'CurrentUser'} ); >> * new RT::CurrentUser; >> * $session{'CurrentUser'} >> * $Tickets{'TOP'}->CurrentUser >> >> none of them seems to give me the expected result >> (the first three return nothing, the last returns the SystemUser) >> Can someone help me out ? >> >> Thanks >> Gerard >> >> ===Create-Ticket: new_patch_request >> Queue: Patch Request >> Subject: patch for RT { $Tickets{'TOP'}->Id() } >> RefersTo: { $Tickets{'TOP'}->Id() } >> CustomField-4: { $Tickets{'TOP'}->FirstCustomFieldValue( 'SW' ) || "Unknown" ; } >> Content: >> >> { my $current_user = ????? ; >> $current_user->RealName if $current_user } >> >> is requesting an official patch for ticket { $Tickets{'TOP'}->Id() } (Subject: { >> $Tickets{'TOP'}->Subject }). >> >> ENDOFCONTENT From kfcrocker at lbl.gov Tue May 31 12:37:33 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 31 May 2011 09:37:33 -0700 Subject: [rt-users] Adding/Removing/Rename Fields under Basics In-Reply-To: References: Message-ID: Ronald, What is it you want to do? Kenn LBNL On Tue, May 31, 2011 at 2:26 AM, ronald higgins wrote: > Hi All, > > Under a given Ticket's Basic page there are a few fields such as > Status, Queue, Owner, Time Worked, Time Estimated & Time Left. > Is it possible to add more fields to the Basic page or rename the Time > Worked/Time Estimated/Time Left? > > Regards > > Ronald > -------------- next part -------------- An HTML attachment was scrubbed... URL: From hiro24 at gmail.com Tue May 31 12:56:46 2011 From: hiro24 at gmail.com (Chris Hall) Date: Tue, 31 May 2011 12:56:46 -0400 Subject: [rt-users] RT4 slowness In-Reply-To: <20110531143456.GI93544@jibsheet.com> References: <20110531143456.GI93544@jibsheet.com> Message-ID: 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... On Tue, May 31, 2011 at 10:34 AM, Kevin Falcone wrote: > On Tue, May 31, 2011 at 03:21:17PM +0200, L B wrote: > > What I mean by slowness is that after sending the GET / request, it > > takes 7 seconds before seeing the second request > > /NoAuth/css/aileron-squished-30dddb4c81e92207bd3fe516099c0477.css. I > > don't have any network traffic during this 7secs on RT server network > > interface, so I guess something is processed. Httpd process is running > > at 100% at this time. > > You should only see this for the first request while things are squished. > If you're seeing it for subsequent requests on a standalone server, > then something is quite wrong. If you would like to use something > faster than JavaScript::Minifier, you can check out JSMinPath in > RT_Config.pm > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue May 31 12:59:58 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 31 May 2011 12:59:58 -0400 Subject: [rt-users] RT4 slowness In-Reply-To: References: <20110531143456.GI93544@jibsheet.com> Message-ID: <20110531165958.GL93544@jibsheet.com> 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. Also, if jsmin is breaking the UI, that's the first report I've seen of it. Can you file a bug report with more details? -kevin > On Tue, May 31, 2011 at 10:34 AM, Kevin Falcone <[1]falcone at bestpractical.com> wrote: > > On Tue, May 31, 2011 at 03:21:17PM +0200, L B wrote: > > What I mean by slowness is that after sending the GET / request, it > > takes 7 seconds before seeing the second request > > /NoAuth/css/aileron-squished-30dddb4c81e92207bd3fe516099c0477.css. I > > don't have any network traffic during this 7secs on RT server network > > interface, so I guess something is processed. Httpd process is running > > at 100% at this time. > > You should only see this for the first request while things are squished. > If you're seeing it for subsequent requests on a standalone server, > then something is quite wrong. If you would like to use something > faster than JavaScript::Minifier, you can check out JSMinPath in > RT_Config.pm > -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From hiro24 at gmail.com Tue May 31 13:24:07 2011 From: hiro24 at gmail.com (Chris Hall) Date: Tue, 31 May 2011 13:24:07 -0400 Subject: [rt-users] RT4 slowness In-Reply-To: <20110531165958.GL93544@jibsheet.com> References: <20110531143456.GI93544@jibsheet.com> <20110531165958.GL93544@jibsheet.com> Message-ID: Could you point me in the direction of where to file the bug report? I've just replicated this on another box I have set up as a test server.. so one was Debian, the other Ubuntu. In both cases, I downloaded jsmin from http://www.crockford.com/javascript/jsmin.c ran: gcc -o jsmin jsmin.c and copied the binary over to /usr/bin, and chmod +x /usr/bin/jsmin I then added the following line to RT_SiteConfig.pm Set( $JSMinPath, "/usr/bin/jsmin"); which resulted in no errors generated, BUT breaks the interface in the following way: (note the absence of menu at the top, and the always open dropdowns) http://i44.photobucket.com/albums/f45/nodaitsu25/jsmin.png On firefox you get the bonus of getting Links and Basics stacked together as well http://i44.photobucket.com/albums/f45/nodaitsu25/jsmin2.png On Tue, May 31, 2011 at 12:59 PM, Kevin Falcone wrote: > 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. > > Also, if jsmin is breaking the UI, that's the first report I've seen > of it. Can you file a bug report with more details? > > -kevin > > > On Tue, May 31, 2011 at 10:34 AM, Kevin Falcone <[1] > falcone at bestpractical.com> wrote: > > > > On Tue, May 31, 2011 at 03:21:17PM +0200, L B wrote: > > > What I mean by slowness is that after sending the GET / request, > it > > > takes 7 seconds before seeing the second request > > > /NoAuth/css/aileron-squished-30dddb4c81e92207bd3fe516099c0477.css. > I > > > don't have any network traffic during this 7secs on RT server > network > > > interface, so I guess something is processed. Httpd process is > running > > > at 100% at this time. > > > > You should only see this for the first request while things are > squished. > > If you're seeing it for subsequent requests on a standalone server, > > then something is quite wrong. If you would like to use something > > faster than JavaScript::Minifier, you can check out JSMinPath in > > RT_Config.pm > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue May 31 13:33:25 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 31 May 2011 13:33:25 -0400 Subject: [rt-users] RT4 slowness In-Reply-To: References: <20110531143456.GI93544@jibsheet.com> <20110531165958.GL93544@jibsheet.com> Message-ID: <20110531173325.GM93544@jibsheet.com> On Tue, May 31, 2011 at 01:24:07PM -0400, Chris Hall wrote: > Could you point me in the direction of where to file the bug report? http://www.bestpractical.com/rt/issues.html has instructions for filing bug reports. -kevin > I've just replicated this on another box I have set up as a test server.. so > one was Debian, the other Ubuntu. In both cases, I downloaded jsmin from > > http://www.crockford.com/javascript/jsmin.c > > ran: > > gcc -o jsmin jsmin.c > > and copied the binary over to /usr/bin, and chmod +x /usr/bin/jsmin > > I then added the following line to RT_SiteConfig.pm > > Set( $JSMinPath, "/usr/bin/jsmin"); > > which resulted in no errors generated, BUT breaks the interface in the > following way: (note the absence of menu at the top, and the always open > dropdowns) > > http://i44.photobucket.com/albums/f45/nodaitsu25/jsmin.png > > On firefox you get the bonus of getting Links and Basics stacked together as > well > > http://i44.photobucket.com/albums/f45/nodaitsu25/jsmin2.png > > > > On Tue, May 31, 2011 at 12:59 PM, Kevin Falcone > wrote: > > > 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. > > > > Also, if jsmin is breaking the UI, that's the first report I've seen > > of it. Can you file a bug report with more details? > > > > -kevin > > > > > On Tue, May 31, 2011 at 10:34 AM, Kevin Falcone <[1] > > falcone at bestpractical.com> wrote: > > > > > > On Tue, May 31, 2011 at 03:21:17PM +0200, L B wrote: > > > > What I mean by slowness is that after sending the GET / request, > > it > > > > takes 7 seconds before seeing the second request > > > > /NoAuth/css/aileron-squished-30dddb4c81e92207bd3fe516099c0477.css. > > I > > > > don't have any network traffic during this 7secs on RT server > > network > > > > interface, so I guess something is processed. Httpd process is > > running > > > > at 100% at this time. > > > > > > You should only see this for the first request while things are > > squished. > > > If you're seeing it for subsequent requests on a standalone server, > > > then something is quite wrong. If you would like to use something > > > faster than JavaScript::Minifier, you can check out JSMinPath in > > > RT_Config.pm > > > -kevin > > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From no.molas at gmail.com Tue May 31 14:02:19 2011 From: no.molas at gmail.com (Felipe Agnelli Barbosa) Date: Tue, 31 May 2011 15:02:19 -0300 Subject: [rt-users] Queries Sql Message-ID: How can I tell how many comments had every ticket via sql queries? thanks in advance, Felipe BR -- " A d?vida ? o principio da sabedoria " -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue May 31 14:21:30 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 31 May 2011 22:21:30 +0400 Subject: [rt-users] Queries Sql In-Reply-To: References: Message-ID: On Tue, May 31, 2011 at 10:02 PM, Felipe Agnelli Barbosa wrote: > How can I tell how many comments had every ticket via sql queries? SELECT t.id AS id, txn.Type AS type, COUNT(txn.id) AS counter FROM Tickets t LEFT JOIN Transactions txn ON txn.ObjectType = 'RT::Ticket' AND txn.ObjectId = t.id AND txn.Type IN ('Create', 'Comment', 'Correspond') GROUP BY t.id, txn.Type; > thanks in advance, > > Felipe > BR > -- > " A d?vida ? o principio da sabedoria " -- Best regards, Ruslan. From dalamar at emeraldsky.org Tue May 31 19:26:13 2011 From: dalamar at emeraldsky.org (Paul Muther) Date: Tue, 31 May 2011 16:26:13 -0700 Subject: [rt-users] Errors from RT-Authen-ExternalAuth Message-ID: <040562A8-53AF-4D66-B3E6-E06ADF2DC015@emeraldsky.org> Hello all, I'm getting errors from the LDAP connector every time someone logs in to RT from the Active Directory instance I'm plugged into. I have included a section here. The user authenticates and logs in but the server logs are filling up with this. Is this a sign of a larger problem? I'm running RT4 with the 0.09 version of the plug in. May 26 17:29:09 HOST RT: Use of uninitialized value in string eq at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 236. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:236) May 26 17:29:09 HOST RT: Use of uninitialized value in string eq at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 236. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:236) May 26 17:29:09 HOST RT: Use of uninitialized value in sprintf at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 534. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) May 26 17:29:09 HOST RT: Use of uninitialized value in sprintf at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 534. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) Thanks much. From falcone at bestpractical.com Tue May 31 21:38:55 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 31 May 2011 21:38:55 -0400 Subject: [rt-users] Errors from RT-Authen-ExternalAuth In-Reply-To: <040562A8-53AF-4D66-B3E6-E06ADF2DC015@emeraldsky.org> References: <040562A8-53AF-4D66-B3E6-E06ADF2DC015@emeraldsky.org> Message-ID: <20110601013855.GN93544@jibsheet.com> On Tue, May 31, 2011 at 04:26:13PM -0700, Paul Muther wrote: > I'm getting errors from the LDAP connector every time someone logs in to RT from the Active Directory instance I'm plugged into. I have included a section here. The user authenticates and logs in but the server logs are filling up with this. Is this a sign of a larger problem? > I'm running RT4 with the 0.09 version of the plug in. These are warnings, not errors. I believe there has been a patch submitted to quiet some of them, but I'm not sure if it is in the repo yet. It is not in a release. -kevin > May 26 17:29:09 HOST RT: Use of uninitialized value in string eq at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 236. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:236) > May 26 17:29:09 HOST RT: Use of uninitialized value in string eq at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 236. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:236) > May 26 17:29:09 HOST RT: Use of uninitialized value in sprintf at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 534. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) > May 26 17:29:09 HOST RT: Use of uninitialized value in sprintf at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 534. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) > > Thanks much. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jphml at videotron.ca Tue May 31 11:09:30 2011 From: jphml at videotron.ca (Jean-Philippe Houde) Date: Tue, 31 May 2011 11:09:30 -0400 Subject: [rt-users] Ticket random creation error Message-ID: Hi, 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. The following errors show in rt.log: May 18 10:20:38 rt RT: Couldn't create a ticket: Object could not be created (/opt/rt3/lib/RT/Ticket_Overlay.pm:602) May 18 10:20:38 rt RT: Ticket could not be created due to an internal error (/opt/rt3/lib/RT/Interface/Email.pm:243) May 18 10:20:38 rt RT: Could not record email: Ticket creation failed: Ticket could not be created due to an internal error (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) The following shows in the Apache error log: [Mon May 16 13:24:53 2011] [error] [client 127.0.0.1] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::Oracle::st execute failed: ORA-01400: cannot insert NULL into ("RT"."TICKETS"."OWNER") (DBD ERROR: error possibly near <*> indicator at char 225 in 'INSERT INTO Tickets (Status, Queue, Type, Started, Starts, id, LastUpdated, Subject, FinalPriority, Creator, Owner, LastUpdatedBy, Resolved, Created, Priority, Due) VALUES (:p1, :p2, :p3, :p4, :p5, :p6, :p7, :p8, :p9, :p10, :<*>p11, :p12, :p13, :p14, :p15, :p16)') [for Statement "INSERT INTO Tickets (Status, Queue, Type, Started, Starts, id, LastUpdated, Subject, FinalPriority, Creator, Owner, LastUpdatedBy, Resolved, Created, Priority, Due) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)" with ParamValues: :p5='1970-01-01 00:00:00', :p12='247803', :p8='FW: Testing tomorrow', :p14='2011-05-16 17:24:53', :p10='247803', :p13='1970-01-01 00:00:00', :p16='1970-01-01 00:00:00', :p2='21', :p3='ticket', :p6='93947', :p15=0, :p1='new', :p7='2011-05-16 17:24:53', :p4='1970-01-01 00:00:00', :p9='10', :p11=undef] at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBu Note the " ORA-01400: cannot insert NULL into ("RT"."TICKETS"."OWNER")" error. We found that RT seems to have problems getting the Nobody user ID from time to time. Using Wireshark to look at the communications between RT and Oracle, we see that sometimes the Nobody user ID is returned, sometimes not (most information are returned, except the user ID). We can also see that the query for that user ID is not always done, which makes me think there is some kind of caching. We were unable to find much more information regarding this problem. It seems to have gone away after a reboot... But for how long? I'd like to know if someone have seen that problem before? If so, did you find a solution, what was the problem? 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? We appreciate all the help. Thanks! J-P