From fireskyer at gmx.de Thu Sep 1 03:20:11 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 1 Sep 2011 00:20:11 -0700 (PDT) Subject: [rt-users] Service Updates In-Reply-To: References: Message-ID: <32377737.post@talk.nabble.com> Hello Ryn Did you find a solution to run it ? best regards john s. -- View this message in context: http://old.nabble.com/Service-Updates-tp18494777p32377737.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Thu Sep 1 04:25:49 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 1 Sep 2011 01:25:49 -0700 (PDT) Subject: [rt-users] Shred more than one ticket Message-ID: <32378060.post@talk.nabble.com> Hello everybody is it possible to shred more than one ticket at a go with shredder gui in the webif? best regards john s. -- View this message in context: http://old.nabble.com/Shred-more-than-one-ticket-tp32378060p32378060.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Thu Sep 1 04:40:58 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 1 Sep 2011 01:40:58 -0700 (PDT) Subject: [rt-users] can't unmark an bookmarked ticket In-Reply-To: <32355172.post@talk.nabble.com> References: <32355172.post@talk.nabble.com> Message-ID: <32378152.post@talk.nabble.com> Some further infos: if i try to unmark a ticket in the gui there is no error or sth else ... the only issue is that you cant unmark a ticket if you click at the bookmark star could someone help me? best regards john s. -- View this message in context: http://old.nabble.com/can%27t-unmark-an-bookmarked-ticket-tp32355172p32378152.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Raed.El-Hames at daisygroupplc.com Thu Sep 1 05:52:33 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Thu, 1 Sep 2011 09:52:33 +0000 Subject: [rt-users] Permissions problem. Cannot view queues/tickets or make changes to config as super user In-Reply-To: <32376364.post@talk.nabble.com> References: <32376364.post@talk.nabble.com> Message-ID: <892593C9CA8E25458C440A63DDC6774D209AC051@DG-HEXMBX02.daisy.group> Josh, As far as I know your only fix is through the database directly. Login in to your RT database and select id from Users where Name = 'root'; #on my system the id of root == 12 select id from Groups where Name = 'User 12'; #on my system this id = 13 select id from Principals where ObjectId = 13 and PrincipalType = 'Group'; #most likely this should be the same as above in my case 13 select * from ACL where PrincipalId = 13 and PrincipalType = 'Group'; #This should return a row with +----+---------------+-------------+-----------+------------+----------+-------------+---------------+ | id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | DelegatedBy | DelegatedFrom | +----+---------------+-------------+-----------+------------+----------+-------------+---------------+ | 3 | Group | 13 | SuperUser | RT::System | 1 | 0 | 0 | +----+---------------+-------------+-----------+------------+----------+-------------+---------------+ But in your case most likely it wont , so you will need to insert a new row into your ACL table to match the above. (Remember that the id field is auto increment so you don't include it in your insert statement). Hope that helps; Regards; Roy > Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liability arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of josh.cole > Sent: 01 September 2011 00:29 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Permissions problem. Cannot view queues/tickets or > make changes to config as super user > > > Permissions problem. Cannot view queues/tickets or make changes to config > as > super user. I am logging in as root. Not sure what I did to cause this > problem but if anyone is willing to tell me how to resolve this problem > that > would be great. > > -Josh > -- > View this message in context: http://old.nabble.com/Permissions-problem.- > Cannot-view-queues-tickets-or-make-changes-to-config-as-super-user- > tp32376364p32376364.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 From falcone at bestpractical.com Thu Sep 1 09:12:34 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 1 Sep 2011 09:12:34 -0400 Subject: [rt-users] Link values to - use multiple CF values In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB6091FCCA6F@off-win2003-01.ausregistrygroup.local> References: <8CEF048B9EC83748B1517DC64EA130FB6091FCC6C1@off-win2003-01.ausregistrygroup.local> <20110831151125.GU78313@jibsheet.com> <8CEF048B9EC83748B1517DC64EA130FB6091FCCA6F@off-win2003-01.ausregistrygroup.local> Message-ID: <20110901131234.GW78313@jibsheet.com> On Thu, Sep 01, 2011 at 12:05:57PM +1000, Stuart Browne wrote: > > I'd just do a custom display of that Custom Field and build the link > > myself, rather than trying to extend the link to functionality. > > > > You'll probably find the ShowComponentName callback useful > > Thanks for the suggestion. > > This is what I ended up with. I actually meant that you should use that callback to change what component is used for display. You're passed $Name, assign to it by reference (say ShowCustomFieldCustomLink) if you're in the right custom field and then write your custom code into the ShowCustomFieldCustomLink element in local/ That callback isn't intended as a place to printf from -kevin > /opt/rt3/local/html/Callbacks/MingleCardNumberLink/Elements/ShowCustomFields/ShowComponentName: > --- > <%INIT> > # > # Bail if the ticket doesn't have a value in the 'Mingle Card Number' CF. > # > if ($CustomField->Name eq 'Mingle Card Number') { > # > # Construct URL to Mingle > # > my $MingleCard = $Object->FirstCustomFieldValue('Mingle Card Number'); > if (defined $MingleCard && $MingleCard) { > my $MingleProject = $Object->FirstCustomFieldValue('Mingle Project'); > if ($MingleProject eq '') { > $MingleProject = 'dnr'; > } > printf("(Click) - http://URL/projects/%s/cards/", $MingleProject, $MingleCard, $MingleProject); > } > } > > <%ARGS> > $Name => undef > $CustomField => undef > $Object => undef > > --- > > It has one limitation sadly, I can't stop RT from printing the value of the custom field (thus the weird '(Click) - ...'), but this is enough for now ;) > > Stuart > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From scott at myemma.com Thu Sep 1 10:52:06 2011 From: scott at myemma.com (Scott Sears) Date: Thu, 1 Sep 2011 09:52:06 -0500 Subject: [rt-users] best practice for creating unique ticket create pages? Message-ID: <48A35801-A1CB-4001-8215-4129118F4BEB@myemma.com> Hello- We've been using RT for several years now with great success. (RT 3.8.7, Centos 5.5, Modperl, Mysql) My staff have requested that I customize the ticket create pages for each queue. In other words, each queue has its own unique table layout, headers and other text, etc. What is the best practice for accomplishing this request? I've found a few different approaches but I'm not certain of the best long-term, scalable solution. Thanks! Scott Sears IT Operations | Emma? scott at myemma.com 800.595.4401 or 615.292.5888 615.292.0777 (fax) Emma helps organizations everywhere communicate & market in style. Visit us online at www.myemma.com P please consider the environment before printing this e-mail -------------- next part -------------- An HTML attachment was scrubbed... URL: From derek.rumig at gridway.net Thu Sep 1 13:32:00 2011 From: derek.rumig at gridway.net (Derek Rumig) Date: Thu, 1 Sep 2011 17:32:00 +0000 Subject: [rt-users] RT Upgrade problem Message-ID: <6AD08E7F5C76474AB56D0E14C86247431D724124@mpbeexchange.gwhosting.local> I was running 3.8.7 and had a user using the 3.5-default. Now he cannot login with 4.0.1 and gets the error Could not find component for path '/NoAuth/css/3.5-default/main.css' Anyone know where in the database you can set the users theme? Or if there is a way around this? [Description: Description: Description: GridWayx150] Derek Rumig Derek.Rumig at gridway.net P: 613.240-8867 http://gridway.net -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 2618 bytes Desc: image001.jpg URL: From josh.cole at fresno.edu Thu Sep 1 16:18:18 2011 From: josh.cole at fresno.edu (josh.cole) Date: Thu, 1 Sep 2011 13:18:18 -0700 (PDT) Subject: [rt-users] Permissions problem. Cannot view queues/tickets or make changes to config as super user In-Reply-To: <892593C9CA8E25458C440A63DDC6774D209AC051@DG-HEXMBX02.daisy.group> References: <32376364.post@talk.nabble.com> <892593C9CA8E25458C440A63DDC6774D209AC051@DG-HEXMBX02.daisy.group> Message-ID: <32382357.post@talk.nabble.com> Roy, I very much appreciate your response, especially considering it must have been a careless mistake that I made that put me in this position. Thanks so much. Raed El-Hames-4 wrote: > > Josh, > > As far as I know your only fix is through the database directly. > Login in to your RT database and > > select id from Users where Name = 'root'; #on my system the id of root == > 12 > > select id from Groups where Name = 'User 12'; #on my system this id = 13 > > select id from Principals where ObjectId = 13 and PrincipalType = 'Group'; > #most likely this should be the same as above in my case 13 > > select * from ACL where PrincipalId = 13 and PrincipalType = 'Group'; > #This should return a row with > +----+---------------+-------------+-----------+------------+----------+-------------+---------------+ > | id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | > DelegatedBy | DelegatedFrom | > +----+---------------+-------------+-----------+------------+----------+-------------+---------------+ > | 3 | Group | 13 | SuperUser | RT::System | 1 | > 0 | 0 | > +----+---------------+-------------+-----------+------------+----------+-------------+---------------+ > > But in your case most likely it wont , so you will need to insert a new > row into your ACL table to match the above. > (Remember that the id field is auto increment so you don't include it in > your insert statement). > > Hope that helps; > > Regards; > Roy > >> > Visit our website today www.daisygroupplc.com > > Registered Office: Daisy House, Lindred Road Business Park, Nelson, > Lancashire BB9 5SR > Company Registration Number: 4145329 | VAT Number: 722471355 > Daisy Communications Limited is a company registered in England and Wales. > DISCLAIMER > > This email (including any attachments) is strictly confidential and may > also be legally privileged. If the recipient has received this email in > error please notify the sender and do not read, print, re-transmit, store > or act in reliance on the email or its attachments and immediately delete > this email and its attachments from the recipient's system. Daisy > Communications Limited cannot accept liability for any breaches of > confidence arising through use of email. Employees of Daisy Communications > Limited are expressly required not to make any defamatory statements and > not to infringe or authorise any infringement of copyright or any other > legal right by email communications. Any such communication is contrary to > the company's policy and outside the scope of the employment of the > individual concerned. Daisy Communications Limited will not accept any > liability in respect of such a communication, and the employee responsible > will be personally liable for any damages or other liabi > lity arising. > > If you are the intended recipient of this email please ensure that neither > the email nor any attachments are copied to third parties outside your > organisation or saved without the written permission of the sender. In > the event of any unauthorised copying or forwarding, the recipient will be > required to indemnify Daisy Communications Limited against any claim for > loss or damage caused by any viruses or otherwise. > > WARNING: Computer viruses can be transmitted by email. The recipient > should check this email and any attachments for the presence of viruses. > Daisy Communications Limited accepts no liability for any damage caused by > any virus transmitted by this email or any attachments. > NOTICE TO CUSTOMERS > If you have ordered a telephone number from Daisy Communications Limited > (non-geographic or new line installation) please do NOT arrange for any > form of advertising until the number is live and tested. > > > -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> bounces at lists.bestpractical.com] On Behalf Of josh.cole >> Sent: 01 September 2011 00:29 >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] Permissions problem. Cannot view queues/tickets or >> make changes to config as super user >> >> >> Permissions problem. Cannot view queues/tickets or make changes to config >> as >> super user. I am logging in as root. Not sure what I did to cause this >> problem but if anyone is willing to tell me how to resolve this problem >> that >> would be great. >> >> -Josh >> -- >> View this message in context: http://old.nabble.com/Permissions-problem.- >> Cannot-view-queues-tickets-or-make-changes-to-config-as-super-user- >> tp32376364p32376364.html >> Sent from the Request Tracker - User mailing list archive at Nabble.com. >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Chicago, IL, USA September 26 & 27, 2011 >> * San Francisco, CA, USA October 18 & 19, 2011 >> * Washington DC, USA October 31 & November 1, 2011 >> * Melbourne VIC, Australia November 28 & 29, 2011 >> * Barcelona, Spain November 28 & 29, 2011 > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 > > -- View this message in context: http://old.nabble.com/Permissions-problem.-Cannot-view-queues-tickets-or-make-changes-to-config-as-super-user-tp32376364p32382357.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From JKoermer at prg.com Thu Sep 1 16:50:15 2011 From: JKoermer at prg.com (Jennifer Koermer) Date: Thu, 1 Sep 2011 20:50:15 +0000 Subject: [rt-users] RT-Extension-QueueDeactivatedScrips Message-ID: <0DB62BF0BA7246409E50F16FC002E5626BEFB814@mb1.prg.com> I attempted to install this extension and did not notice any errors. Downloaded today from Github. RT Version: 3.8.4 Database is Postrges 8.1 I cleared the mason cache and restarted apache and I receive the following errors when I attempt to actually disable a scrip on a queue. [Thu Sep 1 19:14:25 2011] [warning]: DBD::Pg::st execute failed: ERROR: relation "queuedeactivatedscrips" does not exist (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:509) [Thu Sep 1 19:14:25 2011] [warning]: RT::Handle=HASH(0x2b8ee9e625b0) couldn't execute the query 'SELECT * FROM QueueDeactivatedScrips WHERE ScripId = ? AND QueueId = ?' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 522 I'm also thinking about upgrading to RT 4, has anyone tried this patch on RT4 yet? -Jennifer Koermer -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Sep 1 18:33:42 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 1 Sep 2011 18:33:42 -0400 Subject: [rt-users] RT Upgrade problem In-Reply-To: <6AD08E7F5C76474AB56D0E14C86247431D724124@mpbeexchange.gwhosting.local> References: <6AD08E7F5C76474AB56D0E14C86247431D724124@mpbeexchange.gwhosting.local> Message-ID: <20110901223342.GX78313@jibsheet.com> On Thu, Sep 01, 2011 at 05:32:00PM +0000, Derek Rumig wrote: > I was running 3.8.7 and had a user using the 3.5-default. Now he cannot login with 4.0.1 and > gets the error > > Could not find component for path `/NoAuth/css/3.5-default/main.css' > > Anyone know where in the database you can set the users theme? Or if there is a way around > this? There's a bug open for this http://issues.bestpractical.com/Ticket/Display.html?id=18271 (guest/guest) You can delete all of their preferences by finding the Attributes record named Pref-RT::System-1 with the appropriate ObjectType and ObjectIds -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 Sep 1 18:34:38 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 1 Sep 2011 18:34:38 -0400 Subject: [rt-users] RT-Extension-QueueDeactivatedScrips In-Reply-To: <0DB62BF0BA7246409E50F16FC002E5626BEFB814@mb1.prg.com> References: <0DB62BF0BA7246409E50F16FC002E5626BEFB814@mb1.prg.com> Message-ID: <20110901223438.GY78313@jibsheet.com> On Thu, Sep 01, 2011 at 08:50:15PM +0000, Jennifer Koermer wrote: > I attempted to install this extension and did not notice any errors. Downloaded today from > Github. > > RT Version: 3.8.4 > > Database is Postrges 8.1 > > > > I cleared the mason cache and restarted apache and I receive the following errors when I > attempt to actually disable a scrip on a queue. > > > > [Thu Sep 1 19:14:25 2011] [warning]: DBD::Pg::st execute failed: ERROR: relation > "queuedeactivatedscrips" does not exist > (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:509) This indicates that the extension expects a table to exist that you don't have. Did the extension instruct you to run a step to initialize the database? As this is a third party extension, you'll need to contact the author for RT4 compatibility. -kevin > [Thu Sep 1 19:14:25 2011] [warning]: RT::Handle=HASH(0x2b8ee9e625b0) couldn't execute the > query 'SELECT * FROM QueueDeactivatedScrips WHERE ScripId = ? AND QueueId = ?' at > /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 522 > > > > I'm also thinking about upgrading to RT 4, has anyone tried this patch on RT4 yet? -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From stuart.browne at ausregistry.com.au Thu Sep 1 18:51:29 2011 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Fri, 2 Sep 2011 08:51:29 +1000 Subject: [rt-users] Link values to - use multiple CF values In-Reply-To: <20110901131234.GW78313@jibsheet.com> References: <8CEF048B9EC83748B1517DC64EA130FB6091FCC6C1@off-win2003-01.ausregistrygroup.local> <20110831151125.GU78313@jibsheet.com> <8CEF048B9EC83748B1517DC64EA130FB6091FCCA6F@off-win2003-01.ausregistrygroup.local> <20110901131234.GW78313@jibsheet.com> Message-ID: <8CEF048B9EC83748B1517DC64EA130FB6091FCCCF4@off-win2003-01.ausregistrygroup.local> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: Thursday, 1 September 2011 11:13 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Link values to - use multiple CF values > > On Thu, Sep 01, 2011 at 12:05:57PM +1000, Stuart Browne wrote: > > > I'd just do a custom display of that Custom Field and build the link > > > myself, rather than trying to extend the link to functionality. > > > > > > You'll probably find the ShowComponentName callback useful > > > > Thanks for the suggestion. > > > > This is what I ended up with. > > I actually meant that you should use that callback to change what > component is used for display. You're passed $Name, assign to it by > reference (say ShowCustomFieldCustomLink) if you're in the right > custom field and then write your custom code into the > ShowCustomFieldCustomLink element in local/ > > That callback isn't intended as a place to printf from Ahh, righteo. Will look at it again if I have some time ;) Stuart From stuart.browne at ausregistry.com.au Thu Sep 1 19:45:28 2011 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Fri, 2 Sep 2011 09:45:28 +1000 Subject: [rt-users] Link values to - use multiple CF values In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB6091FCCCF4@off-win2003-01.ausregistrygroup.local> References: <8CEF048B9EC83748B1517DC64EA130FB6091FCC6C1@off-win2003-01.ausregistrygroup.local> <20110831151125.GU78313@jibsheet.com> <8CEF048B9EC83748B1517DC64EA130FB6091FCCA6F@off-win2003-01.ausregistrygroup.local> <20110901131234.GW78313@jibsheet.com> <8CEF048B9EC83748B1517DC64EA130FB6091FCCCF4@off-win2003-01.ausregistrygroup.local> Message-ID: <8CEF048B9EC83748B1517DC64EA130FB6091FCCD2C@off-win2003-01.ausregistrygroup.local> > > On Thu, Sep 01, 2011 at 12:05:57PM +1000, Stuart Browne wrote: > > > > I'd just do a custom display of that Custom Field and build the link > > > > myself, rather than trying to extend the link to functionality. > > > > > > > > You'll probably find the ShowComponentName callback useful > > > > > > Thanks for the suggestion. > > > > > > This is what I ended up with. > > > > I actually meant that you should use that callback to change what > > component is used for display. You're passed $Name, assign to it by > > reference (say ShowCustomFieldCustomLink) if you're in the right > > custom field and then write your custom code into the > > ShowCustomFieldCustomLink element in local/ > > > > That callback isn't intended as a place to printf from > > Ahh, righteo. Will look at it again if I have some time ;) Ok, now that you've said that, the code read makes more sense (not a programmer! So very much not a programmer!). Ended up with: --- /opt/rt3/local/html/Callbacks/MingleCardNumberLink/Elements/ShowCustomFields/ShowComponentName <%INIT> if ($CustomField->Name eq 'Mingle Card Number') { $$Name = 'DisplayMingleCardLink'; } <%ARGS> $Name => undef $CustomField => undef $Object => undef --- /opt/rt3/local/html/Elements % my $output = $Object->Content; % % my $MingleCard = $Object->Content; % if (defined $MingleCard && $MingleCard) { % my $MingleProject = $Object->Object->FirstCustomFieldValue('Mingle Project'); % if ($MingleProject eq '') { % $MingleProject = 'dnr'; % } % $output = sprintf("%s", $MingleProject, $MingleCard, $MingleCard); % } <%$output|n%> <%ARGS> $Object => undef --- The documentation is fairly vague on custom callbacks. Thanks to http://www.runpcrun.com/node/272 for the clue as to where the custom callback should be located. Stuart From stuart.browne at ausregistry.com.au Thu Sep 1 19:47:35 2011 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Fri, 2 Sep 2011 09:47:35 +1000 Subject: [rt-users] Link values to - use multiple CF values In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB6091FCCD2C@off-win2003-01.ausregistrygroup.local> References: <8CEF048B9EC83748B1517DC64EA130FB6091FCC6C1@off-win2003-01.ausregistrygroup.local> <20110831151125.GU78313@jibsheet.com> <8CEF048B9EC83748B1517DC64EA130FB6091FCCA6F@off-win2003-01.ausregistrygroup.local> <20110901131234.GW78313@jibsheet.com> <8CEF048B9EC83748B1517DC64EA130FB6091FCCCF4@off-win2003-01.ausregistrygroup.local> <8CEF048B9EC83748B1517DC64EA130FB6091FCCD2C@off-win2003-01.ausregistrygroup.local> Message-ID: <8CEF048B9EC83748B1517DC64EA130FB6091FCCD2F@off-win2003-01.ausregistrygroup.local> Damn, missed the path properly: --- /opt/rt3/local/html/Callbacks/MingleCardNumberLink/Elements/ShowCustomFields/ShowComponentName <%INIT> if ($CustomField->Name eq 'Mingle Card Number') { $$Name = 'DisplayMingleCardLink'; } <%ARGS> $Name => undef $CustomField => undef $Object => undef --- /opt/rt3/local/html/Elements/DisplayMingleCardLink % my $output = $Object->Content; % % my $MingleCard = $Object->Content; % if (defined $MingleCard && $MingleCard) { % my $MingleProject = $Object->Object->FirstCustomFieldValue('Mingle Project'); % if ($MingleProject eq '') { % $MingleProject = 'dnr'; % } % $output = sprintf("%s", $MingleProject, $MingleCard, $MingleCard); % } <%$output|n%> <%ARGS> $Object => undef --- From falcone at bestpractical.com Thu Sep 1 20:25:50 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 1 Sep 2011 20:25:50 -0400 Subject: [rt-users] Link values to - use multiple CF values In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB6091FCCD2C@off-win2003-01.ausregistrygroup.local> References: <8CEF048B9EC83748B1517DC64EA130FB6091FCC6C1@off-win2003-01.ausregistrygroup.local> <20110831151125.GU78313@jibsheet.com> <8CEF048B9EC83748B1517DC64EA130FB6091FCCA6F@off-win2003-01.ausregistrygroup.local> <20110901131234.GW78313@jibsheet.com> <8CEF048B9EC83748B1517DC64EA130FB6091FCCCF4@off-win2003-01.ausregistrygroup.local> <8CEF048B9EC83748B1517DC64EA130FB6091FCCD2C@off-win2003-01.ausregistrygroup.local> Message-ID: <20110902002550.GZ78313@jibsheet.com> On Fri, Sep 02, 2011 at 09:45:28AM +1000, Stuart Browne wrote: > The documentation is fairly vague on custom callbacks. Thanks to http://www.runpcrun.com/node/272 for the clue as to where the custom callback should be located. The Customizing documentation should link to a page on callbacks 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 stuart.browne at ausregistry.com.au Thu Sep 1 20:58:12 2011 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Fri, 2 Sep 2011 10:58:12 +1000 Subject: [rt-users] Link values to - use multiple CF values In-Reply-To: <20110902002550.GZ78313@jibsheet.com> References: <8CEF048B9EC83748B1517DC64EA130FB6091FCC6C1@off-win2003-01.ausregistrygroup.local> <20110831151125.GU78313@jibsheet.com> <8CEF048B9EC83748B1517DC64EA130FB6091FCCA6F@off-win2003-01.ausregistrygroup.local> <20110901131234.GW78313@jibsheet.com> <8CEF048B9EC83748B1517DC64EA130FB6091FCCCF4@off-win2003-01.ausregistrygroup.local> <8CEF048B9EC83748B1517DC64EA130FB6091FCCD2C@off-win2003-01.ausregistrygroup.local> <20110902002550.GZ78313@jibsheet.com> Message-ID: <8CEF048B9EC83748B1517DC64EA130FB6091FCCD91@off-win2003-01.ausregistrygroup.local> > -----Original Message----- > Sent: Friday, 2 September 2011 10:26 AM > > On Fri, Sep 02, 2011 at 09:45:28AM +1000, Stuart Browne wrote: > > The documentation is fairly vague on custom callbacks. Thanks to > http://www.runpcrun.com/node/272 for the clue as to where the custom > callback should be located. > > The Customizing documentation should link to a page on callbacks > > http://requesttracker.wikia.com/wiki/Customizing > > -kevin I read through that, but it wasn't detailed enough for me to understand it on the first pass. I've used callbacks before like that page (overriding some behaviours on the Modify/Update ticket pages), but this stuff doesn't really fit in to those nodes. The concept of creating a custom callback isn't even mentioned let alone the path to put the callback content. So just a bit lacking. I should get off my arse and expand that page. Maybe this weekend. Stuart From fireskyer at gmx.de Fri Sep 2 08:59:25 2011 From: fireskyer at gmx.de (john s.) Date: Fri, 2 Sep 2011 05:59:25 -0700 (PDT) Subject: [rt-users] RT::Extension::Timeline kills Bulk Update Button Message-ID: <32386534.post@talk.nabble.com> RT-Version: 3.8.9 Ubuntu 10.04 LTS Version Hello everybody Last week i give the Timeline Extension a try on our rt test system. So i installed the extension and check if everything okay. But if i look a little bit closer i notice that the "Bulk update "Button at the Ticket option is completley missing. Instead of that one there is the Timeline option. Picture: http://i56.tinypic.com/11brlon.jpg http://i56.tinypic.com/11brlon.jpg How i can remove the timeline extension and recover the Bulk Update Option in Ticket Search? or even better to run both options in a proper way. best regards john s. -- View this message in context: http://old.nabble.com/RT%3A%3AExtension%3A%3ATimeline-kills-Bulk-Update-Button-tp32386534p32386534.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Fri Sep 2 10:41:31 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Sep 2011 10:41:31 -0400 Subject: [rt-users] RT::Extension::Timeline kills Bulk Update Button In-Reply-To: <32386534.post@talk.nabble.com> References: <32386534.post@talk.nabble.com> Message-ID: <20110902144131.GA78313@jibsheet.com> On Fri, Sep 02, 2011 at 05:59:25AM -0700, john s. wrote: > > RT-Version: 3.8.9 > Ubuntu 10.04 LTS Version > > > Hello everybody > > > > Last week i give the Timeline Extension a try on our rt test system. > > So i installed the extension and check if everything okay. > > But if i look a little bit closer i notice that the "Bulk update "Button > > at the Ticket option is completley missing. Instead of that one there is the > Timeline option. > > Picture: > > http://i56.tinypic.com/11brlon.jpg http://i56.tinypic.com/11brlon.jpg > > > How i can remove the timeline extension and recover the Bulk Update Option > in Ticket Search? This bug was reported to the maintainer a year ago https://rt.cpan.org/Public/Bug/Display.html?id=39729 You can try the suggested fix and let the maintainer know if it works or not. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From derek.rumig at gridway.net Fri Sep 2 10:52:28 2011 From: derek.rumig at gridway.net (Derek Rumig) Date: Fri, 2 Sep 2011 14:52:28 +0000 Subject: [rt-users] Having Resolved tickets Reply to Requestor Message-ID: <6AD08E7F5C76474AB56D0E14C86247431D724424@mpbeexchange.gwhosting.local> I had changed this in 3.8.7, but cannot find the right spot in 4.0.1 to change the default action from Comment to Respond when selecting Resolve from the actions menu. Anyone find this? [Description: Description: Description: GridWayx150] Derek Rumig Derek.Rumig at gridway.net P: 613.240-8867 http://gridway.net -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 2618 bytes Desc: image001.jpg URL: From trs at bestpractical.com Fri Sep 2 11:20:06 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 02 Sep 2011 11:20:06 -0400 Subject: [rt-users] Having Resolved tickets Reply to Requestor In-Reply-To: <6AD08E7F5C76474AB56D0E14C86247431D724424@mpbeexchange.gwhosting.local> References: <6AD08E7F5C76474AB56D0E14C86247431D724424@mpbeexchange.gwhosting.local> Message-ID: <4E60F426.9070005@bestpractical.com> On 09/02/2011 10:52 AM, Derek Rumig wrote: > I had changed this in 3.8.7, but cannot find the right spot in 4.0.1 to > change the default action from Comment to Respond when selecting Resolve > from the actions menu. Anyone find this? You need to modify the Lifecycles configuration in the actions section. Read /opt/rt4/etc/RT_Config.pm for more about Lifecycles. I believe this has been answered on the list before. FWIW, we have an upcoming blog post about lifecycles which will cover this. Thomas From arekm at maven.pl Fri Sep 2 11:44:14 2011 From: arekm at maven.pl (Arkadiusz Miskiewicz) Date: Fri, 2 Sep 2011 17:44:14 +0200 Subject: [rt-users] RT Upgrade problem In-Reply-To: <20110901223342.GX78313@jibsheet.com> References: <6AD08E7F5C76474AB56D0E14C86247431D724124@mpbeexchange.gwhosting.local> <20110901223342.GX78313@jibsheet.com> Message-ID: <201109021744.14849.arekm@maven.pl> On Friday 02 of September 2011, Kevin Falcone wrote: > On Thu, Sep 01, 2011 at 05:32:00PM +0000, Derek Rumig wrote: > > I was running 3.8.7 and had a user using the 3.5-default. Now he > > cannot login with 4.0.1 and gets the error > > > > Could not find component for path `/NoAuth/css/3.5-default/main.css' > > > > Anyone know where in the database you can set the users theme? Or if > > there is a way around this? > > There's a bug open for this > http://issues.bestpractical.com/Ticket/Display.html?id=18271 (guest/guest) > > You can delete all of their preferences by finding the Attributes > record named Pref-RT::System-1 with the appropriate ObjectType and > ObjectIds Or just symlink 3.5-default to other existing theme dir, login and change theme in preferences. > > -kevin -- Arkadiusz Mi?kiewicz PLD/Linux Team arekm / maven.pl http://ftp.pld-linux.org/ From pfincher at ghs.com Fri Sep 2 17:29:39 2011 From: pfincher at ghs.com (Paul Fincher) Date: Fri, 2 Sep 2011 14:29:39 -0700 Subject: [rt-users] RT FastCGI configuration Issues Message-ID: <2A9CCDDDAE41C446A006170FF0C7863140451EB889@express.ghs.com> Hi, I am trying to use the FastCGI web handler with RT 3.8.10 and am having issues. It appears that rt is unable to login to the database when using FastCGI: [Fri Sep 02 16:57:35 2011] [notice] Apache/2.2.17 (Unix) mod_ssl/2.2.17 OpenSSL/0.9.8e-fips-rhel5 mod_fcgid/2.3.6 mod_perl/2.0.5 Perl/v5.8.8 configured -- resuming normal operations DBI connect('dbname=rt3;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/rt3/bin/../lib/RT.pm line 206 Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line 54. [Fri Sep 02 16:57:37 2011] [warn] [client myhost] (104)Connection reset by peer: mod_fcgid: error reading data from FastCGI server When logging into the database manually with rt_user I have no issues: > /usr/local/mysql/bin/mysql -u rt_user -h localhost -p Enter password: Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection id is 173 Server version: 5.5.10-log Source distribution Copyright (c) 2000, 2010, Oracle and/or its affiliates. All rights reserved. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners. Type 'help;' or '\h' for help. Type '\c' to clear the current input statement. mysql> Also when I switch to use the perl handler things work fine: [Fri Sep 2 21:11:29 2011] [info]: Successful login for pfincher from myhost (/opt/rt3/bin/../lib/RT/Interface/Web.pm:593) I am using apache v2.2.17 and mod_fcgid v2.3.6. Is there something stupid I am missing? Thanks, Paul -------------- next part -------------- An HTML attachment was scrubbed... URL: From mstory at xion.org Fri Sep 2 19:19:10 2011 From: mstory at xion.org (Mark Story) Date: Fri, 02 Sep 2011 16:19:10 -0700 Subject: [rt-users] New 4.02 install issue-Can't locate I18N/LangTags/List.pm In-Reply-To: <2A9CCDDDAE41C446A006170FF0C7863140451EB889@express.ghs.com> References: <2A9CCDDDAE41C446A006170FF0C7863140451EB889@express.ghs.com> Message-ID: <4E61646E.8020703@xion.org> Greetings, Fresh install of RT 4.02 on Linux, all dependencies tests passed, everything fired up as expected except when accessing pages that have language selections, e.g. create user. The error message appears only in the browser, nothing in the log files (full text at the end of this email) but boils down to: "Error during compilation of /opt/rt4/share/html/Elements/SelectLang: Can't locate I18N/LangTags/List.pm in @INC" From the RT System Configuration page, shows Detect.pm but not List.pm: I18N::LangTags 0.35 /usr/share/perl/5.10/I18N/LangTags.pm I18N::LangTags::Detect 1.03 /usr/share/perl/5.10/I18N/LangTags/Detect.pm And the search path looks good: /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2 However, the Perl module is in fact on disk: www:/usr/share/perl/5.10.0/I18N/LangTags# ll /usr/share/perl/5.10 lrwxrwxrwx 1 root root 6 Apr 28 2010 /usr/share/perl/5.10 -> 5.10.0 www:/usr/share/perl/5.10.0/I18N/LangTags# ll total 40 -rw-r--r-- 1 root root 6538 Jun 30 20:44 Detect.pm -rw-r--r-- 1 root root 28826 Jun 30 20:44 List.pm CPAN reports the LangTag modules are all up to date. Has anyone else seen this before? Suggestions? Thanks! --Mark ============================================================= Full error message as appears in the browser: Error during compilation of /opt/rt4/share/html/Elements/SelectLang: Can't locate I18N/LangTags/List.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2) at /opt/rt4/share/html/Elements/SelectLang line 70. Stack: [/opt/rt4/share/html/Elements/SelectLang:70] [I18N/LangTags/List.pm:70] [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:817] [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:445] [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1127] [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1060] [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1239] [/opt/rt4/share/html/Admin/Users/Modify.html:94] [/opt/rt4/share/html/Widgets/TitleBox:56] [/opt/rt4/share/html/Admin/Users/Modify.html:102] [/opt/rt4/share/html/Admin/autohandler:49] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:538] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:285] [/opt/rt4/share/html/autohandler:53] BEGIN failed--compilation aborted at /opt/rt4/share/html/Elements/SelectLang line 70. Stack: [/opt/rt4/share/html/Elements/SelectLang:70] [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:817] [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:445] [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1127] [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1060] [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1239] [/opt/rt4/share/html/Admin/Users/Modify.html:94] [/opt/rt4/share/html/Widgets/TitleBox:56] [/opt/rt4/share/html/Admin/Users/Modify.html:102] [/opt/rt4/share/html/Admin/autohandler:49] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:538] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:285] [/opt/rt4/share/html/autohandler:53] From jnarins at seniorbridge.com Sat Sep 3 10:45:05 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Sat, 3 Sep 2011 10:45:05 -0400 Subject: [rt-users] Weekend Update rt3.8.8 -> rt4.0.2 gone awry Message-ID: The mailgate is returning this: Could not record email: Ticket creation failed: RT::Ticket : Status 'new' isn't a valid status for tickets in this queue. (/home/apps/builds/rt/rt-4.0.2/share/html/REST/1.0/NoAuth/mail-gateway:75) Which is a potentially bigger and bigger deal, as time passes. We previously had two extra statusses, defined in RTSiteConfig's @ActiveStatus called 'fixed' and 'approved.' I have remove that line from the config, and replaced it with Set(%Lifecycles, default => { active => [ 'open', 'stalled', 'fixed', 'approved' ], defaults => { on_create => 'new', on_merge => 'resolved', }, } ); I dug down far enough to start understanding RT::Lifecycle, but I didn't easily find any portion which tells me which statusses are valid for which queues, or how that might be configured in RT_SiteConfig.pm. Any help would be appreciated. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jnarins at seniorbridge.com Sat Sep 3 11:15:10 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Sat, 3 Sep 2011 11:15:10 -0400 Subject: [rt-users] Weekend Update rt3.8.8 -> rt4.0.2 gone awry In-Reply-To: References: Message-ID: Small update. Once I removed the partial Lifecycles configuration from RT_SiteConfig.pm the mail system began to work again. I guess what I need to know is "What is the minimal amount of Lifecycle configuration in etc/RT_SiteConfig.pm to get an extra status to work?" Thanks, again. RT really is a great product to work with. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Josh Narins Sent: Saturday, September 03, 2011 10:45 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Weekend Update rt3.8.8 -> rt4.0.2 gone awry The mailgate is returning this: Could not record email: Ticket creation failed: RT::Ticket : Status 'new' isn't a valid status for tickets in this queue. (/home/apps/builds/rt/rt-4.0.2/share/html/REST/1.0/NoAuth/mail-gateway:75) Which is a potentially bigger and bigger deal, as time passes. We previously had two extra statusses, defined in RTSiteConfig's @ActiveStatus called 'fixed' and 'approved.' I have remove that line from the config, and replaced it with Set(%Lifecycles, default => { active => [ 'open', 'stalled', 'fixed', 'approved' ], defaults => { on_create => 'new', on_merge => 'resolved', }, } ); I dug down far enough to start understanding RT::Lifecycle, but I didn't easily find any portion which tells me which statusses are valid for which queues, or how that might be configured in RT_SiteConfig.pm. Any help would be appreciated. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Sat Sep 3 14:13:35 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 3 Sep 2011 22:13:35 +0400 Subject: [rt-users] Weekend Update rt3.8.8 -> rt4.0.2 gone awry In-Reply-To: References: Message-ID: Hi, As all options in the RT config you should copy original from RT_Config.pm into RT_SiteConfig.pm. Hash options (options that start with %) are special as those are merged, so you can replace only one element in a hash. Hash merging works in 4.0.x and newer. In RT 3.8 you have to copy whole option even if it's hash based. For example, option X in RT_Config.pm has the following value: Set( %X, key1 => 'value1', key2 => 'value2' ); In RT_SiteConfig.pm the following lines have different meaning in RT3 and RT4: Set( %X, key1 => 'my_value' ); # RT3: replaces key1 and deletes value of key2 # RT4: replaces key1, but key2 is still set to value2 This only works one level deep. In context of lifecycles this means that you have to copy default lifecycle completely and adjust, but you can skip copying 'approvals' lifecycle that is less customizable. On Sat, Sep 3, 2011 at 7:15 PM, Josh Narins wrote: > Small update. Once I removed the partial Lifecycles configuration from > RT_SiteConfig.pm the mail system began to work again.**** > > > I guess what I need to know is "What is the minimal amount of Lifecycle > configuration in etc/RT_SiteConfig.pm to get an extra status to work?"**** > > ** ** > > Thanks, again. RT really is a great product to work with.**** > > ** ** > > > *Josh Narins* > Director of Application Development > SeniorBridge > > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Fax: (212) 994-4260 > Mobile: (917) 488-6248 > jnarins at seniorbridge.com > seniorbridge.com > > [image: SeniorBridge] > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Josh Narins > *Sent:* Saturday, September 03, 2011 10:45 AM > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] Weekend Update rt3.8.8 -> rt4.0.2 gone awry**** > > ** ** > > The mailgate is returning this:**** > > ** ** > > Could not record email: Ticket creation failed: RT::Ticket : Status 'new' > isn't a valid status for tickets in this queue. > (/home/apps/builds/rt/rt-4.0.2/share/html/REST/1.0/NoAuth/mail-gateway:75) > **** > > ** ** > > Which is a potentially bigger and bigger deal, as time passes.**** > > ** ** > > We previously had two extra statusses, defined in RTSiteConfig's > @ActiveStatus called 'fixed' and 'approved.'**** > > ** ** > > I have remove that line from the config, and replaced it with **** > > ** ** > > Set(%Lifecycles,**** > > default => {**** > > active => [ 'open', 'stalled', 'fixed', 'approved' ],**** > > defaults => { on_create => 'new', on_merge => 'resolved', },**** > > }**** > > );**** > > ** ** > > I dug down far enough to start understanding RT::Lifecycle, but I didn't > easily find any portion which tells me which statusses are valid for which > queues, or how that might be configured in RT_SiteConfig.pm. **** > > ** ** > > Any help would be appreciated.** > > ** ** > > *Josh Narins* > Director of Application Development > SeniorBridge**** > > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Fax: (212) 994-4260 > Mobile: (917) 488-6248 > jnarins at seniorbridge.com > seniorbridge.com > > [image: SeniorBridge]**** > > ** ** > ------------------------------ > > *SeniorBridge Statement of Confidentiality:* The contents of this email > message are intended for the exclusive use of the addressee(s) and may > contain confidential or privileged information. Any dissemination, > distribution or copying of this email by an unintended or mistaken recipient > is strictly prohibited. In said event, kindly reply to the sender and > destroy all entries of this message and any attachments from your system. > Thank you.**** > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA ? September 26 & 27, 2011 > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mstory at xion.org Sat Sep 3 14:38:48 2011 From: mstory at xion.org (Mark Story) Date: Sat, 03 Sep 2011 11:38:48 -0700 Subject: [rt-users] New 4.02 install issue-Can't locate I18N/LangTags/List.pm (solved) In-Reply-To: <4E61646E.8020703@xion.org> References: <2A9CCDDDAE41C446A006170FF0C7863140451EB889@express.ghs.com> <4E61646E.8020703@xion.org> Message-ID: <4E627438.7060009@xion.org> Aha! Found the problem. Permissions for some of the sub directories of one of the Perl module locations (/usr/local/share/perl/5.10.0) were wrong. After chmod'ing them all is good now it seems. I thought CPAN maintained all the permissions for Perls modules ... guess not. --Mark > Greetings, > > Fresh install of RT 4.02 on Linux, all dependencies tests passed, > everything fired up as expected except when accessing pages that have > language selections, e.g. create user. > > The error message appears only in the browser, nothing in the log files > (full text at the end of this email) but boils down to: > > "Error during compilation of /opt/rt4/share/html/Elements/SelectLang: > Can't locate I18N/LangTags/List.pm in @INC" > > From the RT System Configuration page, shows Detect.pm but not List.pm: > > I18N::LangTags 0.35 /usr/share/perl/5.10/I18N/LangTags.pm > I18N::LangTags::Detect 1.03 /usr/share/perl/5.10/I18N/LangTags/Detect.pm > > And the search path looks good: > > /opt/rt4/sbin/../local/lib > /opt/rt4/sbin/../lib > /etc/perl > /usr/local/lib/perl/5.10.0 > /usr/local/share/perl/5.10.0 > /usr/lib/perl5 > /usr/share/perl5 > /usr/lib/perl/5.10 > /usr/share/perl/5.10 > /usr/local/lib/site_perl > . > /etc/apache2 > > However, the Perl module is in fact on disk: > www:/usr/share/perl/5.10.0/I18N/LangTags# ll /usr/share/perl/5.10 > lrwxrwxrwx 1 root root 6 Apr 28 2010 /usr/share/perl/5.10 -> 5.10.0 > www:/usr/share/perl/5.10.0/I18N/LangTags# ll > total 40 > -rw-r--r-- 1 root root 6538 Jun 30 20:44 Detect.pm > -rw-r--r-- 1 root root 28826 Jun 30 20:44 List.pm > > > CPAN reports the LangTag modules are all up to date. Has anyone else > seen this before? Suggestions? > > Thanks! > > > --Mark > > > > ============================================================= > > Full error message as appears in the browser: > > Error during compilation of /opt/rt4/share/html/Elements/SelectLang: > Can't locate I18N/LangTags/List.pm in @INC (@INC contains: > /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /etc/perl > /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 > /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 > /usr/local/lib/site_perl . /etc/apache2) at > /opt/rt4/share/html/Elements/SelectLang line 70. Stack: > [/opt/rt4/share/html/Elements/SelectLang:70] [I18N/LangTags/List.pm:70] > [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:817] > [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:445] > [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1127] > [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1060] > [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1239] > [/opt/rt4/share/html/Admin/Users/Modify.html:94] > [/opt/rt4/share/html/Widgets/TitleBox:56] > [/opt/rt4/share/html/Admin/Users/Modify.html:102] > [/opt/rt4/share/html/Admin/autohandler:49] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:538] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:285] > [/opt/rt4/share/html/autohandler:53] BEGIN failed--compilation aborted > at /opt/rt4/share/html/Elements/SelectLang line 70. Stack: > [/opt/rt4/share/html/Elements/SelectLang:70] > [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:817] > [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:445] > [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1127] > [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1060] > [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1239] > [/opt/rt4/share/html/Admin/Users/Modify.html:94] > [/opt/rt4/share/html/Widgets/TitleBox:56] > [/opt/rt4/share/html/Admin/Users/Modify.html:102] > [/opt/rt4/share/html/Admin/autohandler:49] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:538] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:285] > [/opt/rt4/share/html/autohandler:53] > > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -- ======================================================== You are no age between space From jnarins at seniorbridge.com Sat Sep 3 14:51:06 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Sat, 3 Sep 2011 14:51:06 -0400 Subject: [rt-users] New 4.02 install issue-Can't locate I18N/LangTags/List.pm (solved) In-Reply-To: <4E627438.7060009@xion.org> Message-ID: The permissions are also affected by the umask of the installing user. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnarins at seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.----- Original Message ----- From: Mark Story [mailto:mstory at xion.org] Sent: Saturday, September 03, 2011 02:38 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] New 4.02 install issue-Can't locate I18N/LangTags/List.pm (solved) Aha! Found the problem. Permissions for some of the sub directories of one of the Perl module locations (/usr/local/share/perl/5.10.0) were wrong. After chmod'ing them all is good now it seems. I thought CPAN maintained all the permissions for Perls modules ... guess not. --Mark > Greetings, > > Fresh install of RT 4.02 on Linux, all dependencies tests passed, > everything fired up as expected except when accessing pages that have > language selections, e.g. create user. > > The error message appears only in the browser, nothing in the log files > (full text at the end of this email) but boils down to: > > "Error during compilation of /opt/rt4/share/html/Elements/SelectLang: > Can't locate I18N/LangTags/List.pm in @INC" > > From the RT System Configuration page, shows Detect.pm but not List.pm: > > I18N::LangTags 0.35 /usr/share/perl/5.10/I18N/LangTags.pm > I18N::LangTags::Detect 1.03 /usr/share/perl/5.10/I18N/LangTags/Detect.pm > > And the search path looks good: > > /opt/rt4/sbin/../local/lib > /opt/rt4/sbin/../lib > /etc/perl > /usr/local/lib/perl/5.10.0 > /usr/local/share/perl/5.10.0 > /usr/lib/perl5 > /usr/share/perl5 > /usr/lib/perl/5.10 > /usr/share/perl/5.10 > /usr/local/lib/site_perl > . > /etc/apache2 > > However, the Perl module is in fact on disk: > www:/usr/share/perl/5.10.0/I18N/LangTags# ll /usr/share/perl/5.10 > lrwxrwxrwx 1 root root 6 Apr 28 2010 /usr/share/perl/5.10 -> 5.10.0 > www:/usr/share/perl/5.10.0/I18N/LangTags# ll > total 40 > -rw-r--r-- 1 root root 6538 Jun 30 20:44 Detect.pm > -rw-r--r-- 1 root root 28826 Jun 30 20:44 List.pm > > > CPAN reports the LangTag modules are all up to date. Has anyone else > seen this before? Suggestions? > > Thanks! > > > --Mark > > > > ============================================================= > > Full error message as appears in the browser: > > Error during compilation of /opt/rt4/share/html/Elements/SelectLang: > Can't locate I18N/LangTags/List.pm in @INC (@INC contains: > /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /etc/perl > /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 > /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 > /usr/local/lib/site_perl . /etc/apache2) at > /opt/rt4/share/html/Elements/SelectLang line 70. Stack: > [/opt/rt4/share/html/Elements/SelectLang:70] [I18N/LangTags/List.pm:70] > [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:817] > [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:445] > [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1127] > [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1060] > [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1239] > [/opt/rt4/share/html/Admin/Users/Modify.html:94] > [/opt/rt4/share/html/Widgets/TitleBox:56] > [/opt/rt4/share/html/Admin/Users/Modify.html:102] > [/opt/rt4/share/html/Admin/autohandler:49] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:538] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:285] > [/opt/rt4/share/html/autohandler:53] BEGIN failed--compilation aborted > at /opt/rt4/share/html/Elements/SelectLang line 70. Stack: > [/opt/rt4/share/html/Elements/SelectLang:70] > [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:817] > [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:445] > [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1127] > [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1060] > [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1239] > [/opt/rt4/share/html/Admin/Users/Modify.html:94] > [/opt/rt4/share/html/Widgets/TitleBox:56] > [/opt/rt4/share/html/Admin/Users/Modify.html:102] > [/opt/rt4/share/html/Admin/autohandler:49] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:538] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:285] > [/opt/rt4/share/html/autohandler:53] > > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -- ======================================================== You are no age between space -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011 From mstory at xion.org Sat Sep 3 14:54:06 2011 From: mstory at xion.org (Mark Story) Date: Sat, 03 Sep 2011 11:54:06 -0700 Subject: [rt-users] New 4.02 install issue-Can't locate I18N/LangTags/List.pm (solved) In-Reply-To: References: Message-ID: <4E6277CE.8070107@xion.org> On 9/3/2011 11:51 AM, Josh Narins wrote: > The permissions are also affected by the umask of the installing user. > Agreed. My assumption would be that perm checking would be part of the post process/sanity pass of a robust installer. From ruz at bestpractical.com Sat Sep 3 15:27:04 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 3 Sep 2011 23:27:04 +0400 Subject: [rt-users] RT FastCGI configuration Issues In-Reply-To: <2A9CCDDDAE41C446A006170FF0C7863140451EB889@express.ghs.com> References: <2A9CCDDDAE41C446A006170FF0C7863140451EB889@express.ghs.com> Message-ID: Hi, What happens when you run `perl /opt/rt3/bin/mason_handler.fcgi` from command line? Without any options it prints html of the login page right into console. On Sat, Sep 3, 2011 at 1:29 AM, Paul Fincher wrote: > Hi, > > > > ?? I am trying to use the FastCGI web handler with RT 3.8.10 and am having > issues.? It appears that rt is unable to login to the database when using > FastCGI: > > [Fri Sep 02 16:57:35 2011] [notice] Apache/2.2.17 (Unix) mod_ssl/2.2.17 > OpenSSL/0.9.8e-fips-rhel5 mod_fcgid/2.3.6 mod_perl/2.0.5 Perl/v5.8.8 > configured -- resuming normal operations > > DBI connect('dbname=rt3;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/rt3/bin/../lib/RT.pm line 206 > > Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line 54. > > [Fri Sep 02 16:57:37 2011] [warn] [client myhost] (104)Connection reset by > peer: mod_fcgid: error reading data from FastCGI server > > > > When logging into the database manually with rt_user I have no issues: > >> ?/usr/local/mysql/bin/mysql -u rt_user -h localhost -p > > Enter password: > > Welcome to the MySQL monitor.? Commands end with ; or \g. > > Your MySQL connection id is 173 > > Server version: 5.5.10-log Source distribution > > > > Copyright (c) 2000, 2010, Oracle and/or its affiliates. All rights reserved. > > > > Oracle is a registered trademark of Oracle Corporation and/or its > > affiliates. Other names may be trademarks of their respective > > owners. > > > > Type 'help;' or '\h' for help. Type '\c' to clear the current input > statement. > > > > mysql> > > > > ? Also when I switch to use the perl handler things work fine: > > [Fri Sep? 2 21:11:29 2011] [info]: Successful login for pfincher from myhost > (/opt/rt3/bin/../lib/RT/Interface/Web.pm:593) > > > > ? I am using apache v2.2.17 and mod_fcgid v2.3.6.?? Is there something > stupid I am missing? > > > > Thanks, > > Paul > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ? September 26 & 27, 2011 > * ?San Francisco, CA, USA ? October 18 & 19, 2011 > * ?Washington DC, USA ? October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ? November 28 & 29, 2011 > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From jnarins at seniorbridge.com Sat Sep 3 15:36:39 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Sat, 3 Sep 2011 15:36:39 -0400 Subject: [rt-users] RT::Handle Message-ID: Not a problem. I am using Oracle and I had to override the DSN method of RT::Handle to return 'DBI:Oracle:my_database' I guess earlier developers had set up this machine to connect with DBI using the above string as DSN and the other string, including sid=, wasn't set up to work. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnarins at seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From ruz at bestpractical.com Sat Sep 3 16:01:42 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 4 Sep 2011 00:01:42 +0400 Subject: [rt-users] New 4.02 install issue-Can't locate I18N/LangTags/List.pm (solved) In-Reply-To: <4E6277CE.8070107@xion.org> References: <4E6277CE.8070107@xion.org> Message-ID: CPAN installer doesn't check permissions of above dirs. Everything that in @INC usually created by perl installer. Regards, Ruslan. From phone. 03.09.2011 22:57 ???????????? "Mark Story" ???????: > On 9/3/2011 11:51 AM, Josh Narins wrote: >> The permissions are also affected by the umask of the installing user. >> > > Agreed. > > My assumption would be that perm checking would be part of the post > process/sanity pass of a robust installer. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Sun Sep 4 07:17:42 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 4 Sep 2011 15:17:42 +0400 Subject: [rt-users] Permissions problem. Cannot view queues/tickets or make changes to config as super user In-Reply-To: <32382357.post@talk.nabble.com> References: <32376364.post@talk.nabble.com> <892593C9CA8E25458C440A63DDC6774D209AC051@DG-HEXMBX02.daisy.group> <32382357.post@talk.nabble.com> Message-ID: http://requesttracker.wikia.com/wiki/RecoverSuperUserRights Regards, Ruslan. From phone. 02.09.2011 0:18 ???????????? "josh.cole" ???????: > > Roy, > > I very much appreciate your response, especially considering it must have > been a careless mistake that > I made that put me in this position. Thanks so much. > > > > Raed El-Hames-4 wrote: >> >> Josh, >> >> As far as I know your only fix is through the database directly. >> Login in to your RT database and >> >> select id from Users where Name = 'root'; #on my system the id of root == >> 12 >> >> select id from Groups where Name = 'User 12'; #on my system this id = 13 >> >> select id from Principals where ObjectId = 13 and PrincipalType = 'Group'; >> #most likely this should be the same as above in my case 13 >> >> select * from ACL where PrincipalId = 13 and PrincipalType = 'Group'; >> #This should return a row with >> +----+---------------+-------------+-----------+------------+----------+-------------+---------------+ >> | id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | >> DelegatedBy | DelegatedFrom | >> +----+---------------+-------------+-----------+------------+----------+-------------+---------------+ >> | 3 | Group | 13 | SuperUser | RT::System | 1 | >> 0 | 0 | >> +----+---------------+-------------+-----------+------------+----------+-------------+---------------+ >> >> But in your case most likely it wont , so you will need to insert a new >> row into your ACL table to match the above. >> (Remember that the id field is auto increment so you don't include it in >> your insert statement). >> >> Hope that helps; >> >> Regards; >> Roy >> >>> >> Visit our website today www.daisygroupplc.com >> >> Registered Office: Daisy House, Lindred Road Business Park, Nelson, >> Lancashire BB9 5SR >> Company Registration Number: 4145329 | VAT Number: 722471355 >> Daisy Communications Limited is a company registered in England and Wales. >> DISCLAIMER >> >> This email (including any attachments) is strictly confidential and may >> also be legally privileged. 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The recipient >> should check this email and any attachments for the presence of viruses. >> Daisy Communications Limited accepts no liability for any damage caused by >> any virus transmitted by this email or any attachments. >> NOTICE TO CUSTOMERS >> If you have ordered a telephone number from Daisy Communications Limited >> (non-geographic or new line installation) please do NOT arrange for any >> form of advertising until the number is live and tested. >> >> >> -----Original Message----- >>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >>> bounces at lists.bestpractical.com] On Behalf Of josh.cole >>> Sent: 01 September 2011 00:29 >>> To: rt-users at lists.bestpractical.com >>> Subject: [rt-users] Permissions problem. Cannot view queues/tickets or >>> make changes to config as super user >>> >>> >>> Permissions problem. Cannot view queues/tickets or make changes to config >>> as >>> super user. I am logging in as root. Not sure what I did to cause this >>> problem but if anyone is willing to tell me how to resolve this problem >>> that >>> would be great. >>> >>> -Josh >>> -- >>> View this message in context: http://old.nabble.com/Permissions-problem.- >>> Cannot-view-queues-tickets-or-make-changes-to-config-as-super-user- >>> tp32376364p32376364.html >>> Sent from the Request Tracker - User mailing list archive at Nabble.com. >>> >>> -------- >>> RT Training Sessions (http://bestpractical.com/services/training.html) >>> * Chicago, IL, USA September 26 & 27, 2011 >>> * San Francisco, CA, USA October 18 & 19, 2011 >>> * Washington DC, USA October 31 & November 1, 2011 >>> * Melbourne VIC, Australia November 28 & 29, 2011 >>> * Barcelona, Spain November 28 & 29, 2011 >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Chicago, IL, USA September 26 & 27, 2011 >> * San Francisco, CA, USA October 18 & 19, 2011 >> * Washington DC, USA October 31 & November 1, 2011 >> * Melbourne VIC, Australia November 28 & 29, 2011 >> * Barcelona, Spain November 28 & 29, 2011 >> >> > > -- > View this message in context: http://old.nabble.com/Permissions-problem.-Cannot-view-queues-tickets-or-make-changes-to-config-as-super-user-tp32376364p32382357.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Sun Sep 4 07:32:23 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 4 Sep 2011 15:32:23 +0400 Subject: [rt-users] best practice for creating unique ticket create pages? In-Reply-To: <48A35801-A1CB-4001-8215-4129118F4BEB@myemma.com> References: <48A35801-A1CB-4001-8215-4129118F4BEB@myemma.com> Message-ID: Create.html has a callback right in the beginning of %INIT block. In that block you can check queue and redirect to appropriate page. Probably you will have to copy the file a few times and shuffle html part. This means review on upgrade. Regards, Ruslan. From phone. 01.09.2011 18:52 ???????????? "Scott Sears" ???????: > Hello- > > We've been using RT for several years now with great success. (RT 3.8.7, Centos 5.5, Modperl, Mysql) > > My staff have requested that I customize the ticket create pages for each queue. In other words, each queue has its own unique table layout, headers and other text, etc. > > What is the best practice for accomplishing this request? I've found a few different approaches but I'm not certain of the best long-term, scalable solution. > > Thanks! > > Scott Sears > > IT Operations | Emma? > scott at myemma.com > 800.595.4401 or 615.292.5888 > 615.292.0777 (fax) > > Emma helps organizations everywhere communicate & market in style. > Visit us online at www.myemma.com > > P please consider the environment before printing this e-mail > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Sun Sep 4 09:51:03 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 4 Sep 2011 17:51:03 +0400 Subject: [rt-users] rt4 and External Auth to AD 2008 non-ssl In-Reply-To: <1900370969.345342.1314729736341.JavaMail.root@cudweed.serv15.eiu.edu> References: <1375591029.340817.1314722033196.JavaMail.root@cudweed.serv15.eiu.edu> <1900370969.345342.1314729736341.JavaMail.root@cudweed.serv15.eiu.edu> Message-ID: There is one bug with group check. If user who tries to login has no rights in ldap to see the group then check fails and error in the logs is not very helpful. Regards, Ruslan. From phone. 30.08.2011 22:42 ???????????? "Brian Murphy" ???????: > I have actually gotten auth to work through my active directory. > > I still have to debug my group membership attribute as that is what was tripping me up this last time. Not real sure how to code it. > > seeing this failure: > [Tue Aug 30 16:15:09 2011] [debug]: LDAP Search === Base: dc=eiuad,dc=eiu,dc=edu == Filter: (member=CN=Murphy, Brian,OU=ITS Employees,OU=Employee Accounts,OU=EIU USERS,DC=eiuad,DC=eiu,DC=edu) == Attrs: dn (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:100) > [Tue Aug 30 16:15:09 2011] [info]: EIUAD AUTH FAILED: blmurphy (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127) > [Tue Aug 30 16:15:09 2011] [debug]: LDAP password validation result: 0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334) > [Tue Aug 30 16:15:09 2011] [debug]: Password Validation Check Result: 0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159) > > I removed the group check form the SiteConfig and now I can login using my external active directory credentials. Anyone have an idea what I might be coding or placing wrong on tryin to use the group memebership? > > Thanks for all your input(s). > > Brian > > ----- Original Message ----- > From: "Brian Murphy" > To: rt-users at lists.bestpractical.com > Sent: Tuesday, August 30, 2011 11:33:53 AM > Subject: Re: [rt-users] rt4 and External Auth to AD 2008 non-ssl > > Complaing about validating the password after locating the user entry. > > I am now receiving the following out of the external auth: > > > [Tue Aug 30 16:15:09 2011] [debug]: Attempting to use external auth service: EIUAD (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) > [Tue Aug 30 16:15:09 2011] [debug]: Calling UserExists with $username (blmurphy) and $service (EIUAD) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105) > [Tue Aug 30 16:15:09 2011] [debug]: UserExists params: > username: blmurphy , service: EIUAD (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) > [Tue Aug 30 16:15:09 2011] [debug]: LDAP Search === Base: dc=eiuad,dc=eiu,dc=edu == Filter: (&(objectClass=*)(sAMAccountName=blmurphy)) == Attrs: sAMAccountName (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304) > [Tue Aug 30 16:15:09 2011] [debug]: Password validation required for service - Executing... (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155) > [Tue Aug 30 16:15:09 2011] [debug]: Trying external auth service: EIUAD (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16) > [Tue Aug 30 16:15:09 2011] [debug]: LDAP Search === Base: dc=eiuad,dc=eiu,dc=edu == Filter: (&(sAMAccountName=blmurphy)(objectClass=*)) == Attrs: dn (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43) > [Tue Aug 30 16:15:09 2011] [debug]: Found LDAP DN: CN=Murphy\, Brian,OU=ITS Employees,OU=Employee Accounts,OU=EIU USERS,DC=eiuad,DC=eiu,DC=edu (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75) > [Tue Aug 30 16:15:09 2011] [debug]: LDAP Search === Base: dc=eiuad,dc=eiu,dc=edu == Filter: (member=CN=Murphy, Brian,OU=ITS Employees,OU=Employee Accounts,OU=EIU USERS,DC=eiuad,DC=eiu,DC=edu) == Attrs: dn (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:100) > [Tue Aug 30 16:15:09 2011] [info]: EIUAD AUTH FAILED: blmurphy (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127) > [Tue Aug 30 16:15:09 2011] [debug]: LDAP password validation result: 0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334) > [Tue Aug 30 16:15:09 2011] [debug]: Password Validation Check Result: 0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159) > [Tue Aug 30 16:15:09 2011] [debug]: Autohandler called ExternalAuth. Response: (0, Password Invalid) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) > [Tue Aug 30 16:15:09 2011] [error]: FAILED LOGIN for blmurphy from 139.67.17.30 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:639) > > > Using the following RT_SiteConfig.pm settings: > > Set($ExternalSettings, { > # EIUAD Active Directory > 'EIUAD' => { ## GENERIC SECTION > # The type of service (db/ldap/cookie) > 'type' => 'ldap', > # The server hosting the service > 'server' => 'eiuad.eiu.edu', > ## SERVICE-SPECIFIC SECTION > # If you can bind to your LDAP server anonymously you should > # remove the user and pass config lines, otherwise specify them here: > # > # The username RT should use to connect to the LDAP server > 'user' => 'CN=RT Auth,OU=Sensitive,DC=eiuad,DC=eiu,DC=edu', > # The password RT should use to connect to the LDAP server > 'pass' => 'xxxxxxxxx!', > # > # The LDAP search base > #'base' => 'ou=its employees,ou=employee accounts,ou=eiu users,dc=eiuad,dc=eiu,dc=edu', > 'base' => 'dc=eiuad,dc=eiu,dc=edu', > # > # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES! > # YOU **MUST** SPECIFY A filter AND A d_filter!! > # > # The filter to use to match RT-Users > 'filter' => '(objectClass=*)', > # A catch-all example filter: '(objectClass=*)' > # > # The filter that will only match disabled users > 'd_filter' => '(objectclass=Foo)', > # A catch-none example d_filter: '(objectClass=FooBarBaz)' > # > # Should we try to use TLS to encrypt connections? > 'tls' => 0, > # SSL Version to provide to Net::SSLeay *if* using SSL > 'ssl_version' => 3, > # What other args should I pass to Net::LDAP->new($host, at args)? > 'net_ldap_args' => [ version => 3 ], > # Does authentication depend on group membership? What group name? > 'group' => 'CN=RT_Access,OU=Sensitive,DC=eiuad,DC=eiu,DC=edu', > # What is the attribute for the group object that determines membership? > 'group_attr' => 'member', > ## RT ATTRIBUTE MATCHING SECTION > # The list of RT attributes that uniquely identify a user > # This example shows what you *can* specify.. I recommend reducing this > # to just the Name and EmailAddress to save encountering problems later. > 'attr_match_list' => [ 'Name' > ], > # The mapping of RT attributes on to LDAP attributes > 'attr_map' => { 'Name' => 'sAMAccountName' > } > } > } > ); > > ----- Original Message ----- > From: "Brian Murphy" > To: rt-users at lists.bestpractical.com > Sent: Tuesday, August 30, 2011 10:59:08 AM > Subject: Fwd: [rt-users] rt4 and External Auth to AD 2008 non-ssl > > > Well, sh**! Sometimes the simplest are the most difficult. I was way too close to the forest to see the trees on that one. Having a . instead of the , in my base string was causing me to not be able to find the entry. I have my filter set to () and am using the sAMAccountName and finding the user account, but now it refuses my password. here is what I get in the log. Any ideas. I know my password and am using it for other accounts. > > [Tue Aug 30 15:48:14 2011] [debug]: Attempting to use external auth service: EIUAD (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) > [Tue Aug 30 15:48:14 2011] [debug]: Calling UserExists with $username (blmurphy) and $service (EIUAD) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105) > [Tue Aug 30 15:48:14 2011] [debug]: UserExists params: > username: blmurphy , service: EIUAD (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) > [Tue Aug 30 15:48:14 2011] [debug]: LDAP Search === Base: dc=eiuad,dc=eiu,dc=edu == Filter: (&(sAMAccountName=blmurphy)) == Attrs: sAMAccountName (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304) > [Tue Aug 30 15:48:14 2011] [debug]: Password validation required for service - Executing... (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155) > [Tue Aug 30 15:48:14 2011] [debug]: Trying external auth service: EIUAD (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16) > [Tue Aug 30 15:48:14 2011] [debug]: LDAP Search === Base: dc=eiuad,dc=eiu,dc=edu == Filter: (&(sAMAccountName=blmurphy)) == Attrs: dn (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43) > [Tue Aug 30 15:48:14 2011] [debug]: Found LDAP DN: CN=Murphy\, Brian,OU=ITS Employees,OU=Employee Accounts,OU=EIU USERS,DC=eiuad,DC=eiu,DC=edu (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75) > [Tue Aug 30 15:48:14 2011] [debug]: LDAP Search === Base: dc=eiuad,dc=eiu,dc=edu == Filter: (member=CN=Murphy, Brian,OU=ITS Employees,OU=Employee Accounts,OU=EIU USERS,DC=eiuad,DC=eiu,DC=edu) == Attrs: dn (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:100) > [Tue Aug 30 15:48:14 2011] [info]: EIUAD AUTH FAILED: blmurphy (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127) > [Tue Aug 30 15:48:14 2011] [debug]: LDAP password validation result: 0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334) > [Tue Aug 30 15:48:14 2011] [debug]: Password Validation Check Result: 0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159) > [Tue Aug 30 15:48:14 2011] [debug]: Autohandler called ExternalAuth. Response: (0, Password Invalid) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) > [Tue Aug 30 15:48:14 2011] [error]: FAILED LOGIN for blmurphy from 139.67.17.30 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:639) > [Tue Aug 30 15:48:17 2011] [debug]: Attempting to use external auth service: EIUAD (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) > [Tue Aug 30 15:48:17 2011] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) > [Tue Aug 30 15:48:17 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) > > ----- Original Message ----- > From: "David Chandek-Stark" > To: "Brian Murphy" , rt-users at lists.bestpractical.com > Sent: Tuesday, August 30, 2011 10:41:54 AM > Subject: Re: [rt-users] rt4 and External Auth to AD 2008 non-ssl > > I'm guessing your base should have a comma b/w "eiu" and "dc" -- I.e., > "dc=eiuad,dc=eiu,dc=edu". > > --D > > On 8/30/11 11:34 AM, "Brian Murphy" wrote: >>[Tue Aug 30 15:29:48 2011] [debug]: LDAP Search === Base: >>dc=eiuad,dc=eiu.dc=edu == Filter: (&(sAMAccountName=blmurphy)) == Attrs: >>sAMAccountName >>(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/ >>LDAP.pm:304) > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Sun Sep 4 11:21:47 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 4 Sep 2011 19:21:47 +0400 Subject: [rt-users] RT - UI View In-Reply-To: References: Message-ID: Hi, Change Ticket/Display.html file. Regards, Ruslan. From phone. 30.08.2011 2:46 ???????????? "Thomas Manning" ???????: > > Hello, > I want to customize the interface view of my RT-4.0.2 installation. I would like to see all the metadata details side-by-side to the ticket details. That means two columns. One is meta data details with the headings and the other one is tickets details just like the one I have right now. > How can I do this. Please help. > > > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From aline.guedes at gmail.com Sun Sep 4 21:23:52 2011 From: aline.guedes at gmail.com (Aline Guedes) Date: Sun, 4 Sep 2011 22:23:52 -0300 Subject: [rt-users] External Auth overrides user preferences Message-ID: Hello, Is there a way to make ExternalAuth set a default email address to new users but not override existing users' preferences? I noticed that every time I log in as my existing user, it changes my email to what is defined in the LDAP server - I would like to make RT send mail to an account that is not defined in the LDAP server. Also, is there a way to make RT recognize my RT account by both Name and EmailAddress? I have recently migrated from rt 3.4.4 and rt 4.0.2 and in the old version, I had one account with the name "alinegds at domain.com" and email address "alinegds at anotherdomain.com". When I opened a ticket or replied a ticket using my alinegds at anotherdomain account, it would still recognize my RT user account (alinegds at domain.com) and would not create a new one. This was actually very good because I wouldn't need several different entries in the database for the same user (and it would also allow me to view all tickets I opened using both email accounts from the same RT acct). Note that I wasn't using the External Auth plugin in rt 3.4.4 (I used a custom script base on LDAPOverlay - http://requesttracker.wikia.com/wiki/LdapOverlay). Summing up, I would like to be able to have an RT account based on my LDAP user, but have the ability to use another email account to reply to/create tickets (the email account defined at my preferences page). Best regards, Aline -------------- next part -------------- An HTML attachment was scrubbed... URL: From fireskyer at gmx.de Mon Sep 5 04:07:11 2011 From: fireskyer at gmx.de (john s.) Date: Mon, 5 Sep 2011 01:07:11 -0700 (PDT) Subject: [rt-users] RT::Extension::Timeline kills Bulk Update Button In-Reply-To: <20110902144131.GA78313@jibsheet.com> References: <32386534.post@talk.nabble.com> <20110902144131.GA78313@jibsheet.com> Message-ID: <32399296.post@talk.nabble.com> Thnx kevin works perfectly best regards john s. -- View this message in context: http://old.nabble.com/RT%3A%3AExtension%3A%3ATimeline-kills-Bulk-Update-Button-tp32386534p32399296.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Mon Sep 5 04:15:42 2011 From: fireskyer at gmx.de (john s.) Date: Mon, 5 Sep 2011 01:15:42 -0700 (PDT) Subject: [rt-users] Spell checking Solutions for RT Message-ID: <32399338.post@talk.nabble.com> Ubuntu 10.04 RT Version: 3.8.9 Hello everybody We need for our RT-Installation an very effective and handy spell checker. Has anyone gain some experience with such tools and could give me an advice ? best regards john s. -- View this message in context: http://old.nabble.com/Spell-checking-Solutions-for-RT-tp32399338p32399338.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Tue Sep 6 03:53:18 2011 From: fireskyer at gmx.de (john s.) Date: Tue, 6 Sep 2011 00:53:18 -0700 (PDT) Subject: [rt-users] iCAL error on screen In-Reply-To: <32324386.post@talk.nabble.com> References: <1302871923.16448.11.camel@luciano-dss> <20110415125202.GO25633@bestpractical.com> <1302887523.16448.28.camel@luciano-dss> <32324386.post@talk.nabble.com> Message-ID: <32405996.post@talk.nabble.com> Which code or module or code is repsonsible for generating the ical file? best regards john s. -- View this message in context: http://old.nabble.com/iCAL-error-on-screen-tp31405431p32405996.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Tue Sep 6 08:21:36 2011 From: fireskyer at gmx.de (john s.) Date: Tue, 6 Sep 2011 05:21:36 -0700 (PDT) Subject: [rt-users] Quick Ticket Creation Message-ID: <32407339.post@talk.nabble.com> Hello everybody Is it possible to set the owner to nobody by default , if you use the Option to create a Quick ticket ? best regards john s. -- View this message in context: http://old.nabble.com/Quick-Ticket-Creation-tp32407339p32407339.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From trs at bestpractical.com Tue Sep 6 09:21:22 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 06 Sep 2011 09:21:22 -0400 Subject: [rt-users] Spell checking Solutions for RT In-Reply-To: <32399338.post@talk.nabble.com> References: <32399338.post@talk.nabble.com> Message-ID: <4E661E52.4090205@bestpractical.com> On 09/05/2011 04:15 AM, john s. wrote: > We need for our RT-Installation an very effective and handy spell checker. > > Has anyone gain some experience with such tools and could give me an advice > ? Most people rely on their browser to do spellchecking in textareas and form inputs. Thomas From Raed.El-Hames at daisygroupplc.com Tue Sep 6 09:38:47 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Tue, 6 Sep 2011 13:38:47 +0000 Subject: [rt-users] Quick Ticket Creation In-Reply-To: <32407339.post@talk.nabble.com> References: <32407339.post@talk.nabble.com> Message-ID: <892593C9CA8E25458C440A63DDC6774D209AF758@DG-HEXMBX02.daisy.group> John, You need to edit Elements/QuickCreate and change TO Roy > Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. 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NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of john s. > Sent: 06 September 2011 13:22 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Quick Ticket Creation > > > Hello everybody > > Is it possible to set the owner to nobody by default , if you use the > > Option to create a Quick ticket ? > > > best regards > > john s. > -- > View this message in context: http://old.nabble.com/Quick-Ticket-Creation- > tp32407339p32407339.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 From falcone at bestpractical.com Tue Sep 6 10:29:01 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 6 Sep 2011 10:29:01 -0400 Subject: [rt-users] External Auth overrides user preferences In-Reply-To: References: Message-ID: <20110906142901.GB78313@jibsheet.com> On Sun, Sep 04, 2011 at 10:23:52PM -0300, Aline Guedes wrote: > Hello, > > Is there a way to make ExternalAuth set a default email address to new users > but not override existing users' preferences? I noticed that every time I > log in as my existing user, it changes my email to what is defined in the > LDAP server - I would like to make RT send mail to an account that is not > defined in the LDAP server. I assume you're using RT-Authen-ExternalAuth. It syncs your data against LDAP on any login or create. RT-Extension-LDAPImport has a "don't override RT from LDAP" flag, so you could create/import your users from that if you want and just use RT-Authen-ExternalAuth for the auth side of things. > Also, is there a way to make RT recognize my RT account by both Name and > EmailAddress? I have recently migrated from rt 3.4.4 and rt 4.0.2 and in the > old version, I had one account with the name "alinegds at domain.com" and email > address "alinegds at anotherdomain.com". When I opened a ticket or replied a > ticket using my alinegds at anotherdomain account, it would still recognize my > RT user account (alinegds at domain.com) and would not create a new one. This > was actually very good because I wouldn't need several different entries in > the database for the same user (and it would also allow me to view all > tickets I opened using both email accounts from the same RT acct). Note that Sounds like you want RT-Extension-MergeUsers > I wasn't using the External Auth plugin in rt 3.4.4 (I used a custom script The plugin didn't exist for 3.4 and doesn't support 3.4 > base on LDAPOverlay - http://requesttracker.wikia.com/wiki/LdapOverlay). > Summing up, I would like to be able to have an RT account based on my LDAP > user, but have the ability to use another email account to reply to/create > tickets (the email account defined at my preferences page). unfortunately, that overlay is badly out of date with any modern version 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 pfincher at ghs.com Tue Sep 6 11:14:40 2011 From: pfincher at ghs.com (Paul Fincher) Date: Tue, 6 Sep 2011 08:14:40 -0700 Subject: [rt-users] RT FastCGI configuration Issues In-Reply-To: References: <2A9CCDDDAE41C446A006170FF0C7863140451EB889@express.ghs.com> Message-ID: <2A9CCDDDAE41C446A006170FF0C78631404B851816@express.ghs.com> Hi Ruslan, I have attached the output from calling mason_handler.fcgi directly. I do get a web page from the handler. What does this tell me? Also there was a question about distro and SELinux mode: [root at flsupport selinux]# uname -a Linux flsupport.ghs.com 2.6.18-194.32.1.el5 #1 SMP Wed Jan 5 17:53:09 EST 2011 i686 i686 i386 GNU/Linux [root at flsupport selinux]# sestatus -v SELinux status: disabled I have also attached my http configuration in hopes it might help. Thanks for the help, Paul -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Saturday, September 03, 2011 3:27 PM To: Paul Fincher Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT FastCGI configuration Issues Hi, What happens when you run `perl /opt/rt3/bin/mason_handler.fcgi` from command line? Without any options it prints html of the login page right into console. On Sat, Sep 3, 2011 at 1:29 AM, Paul Fincher wrote: > Hi, > > > > ?? I am trying to use the FastCGI web handler with RT 3.8.10 and am > having issues.? It appears that rt is unable to login to the database > when using > FastCGI: > > [Fri Sep 02 16:57:35 2011] [notice] Apache/2.2.17 (Unix) > mod_ssl/2.2.17 > OpenSSL/0.9.8e-fips-rhel5 mod_fcgid/2.3.6 mod_perl/2.0.5 Perl/v5.8.8 > configured -- resuming normal operations > > DBI connect('dbname=rt3;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/rt3/bin/../lib/RT.pm line 206 > > Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line 54. > > [Fri Sep 02 16:57:37 2011] [warn] [client myhost] (104)Connection > reset by > peer: mod_fcgid: error reading data from FastCGI server > > > > When logging into the database manually with rt_user I have no issues: > >> ?/usr/local/mysql/bin/mysql -u rt_user -h localhost -p > > Enter password: > > Welcome to the MySQL monitor.? Commands end with ; or \g. > > Your MySQL connection id is 173 > > Server version: 5.5.10-log Source distribution > > > > Copyright (c) 2000, 2010, Oracle and/or its affiliates. All rights reserved. > > > > Oracle is a registered trademark of Oracle Corporation and/or its > > affiliates. Other names may be trademarks of their respective > > owners. > > > > Type 'help;' or '\h' for help. Type '\c' to clear the current input > statement. > > > > mysql> > > > > ? Also when I switch to use the perl handler things work fine: > > [Fri Sep? 2 21:11:29 2011] [info]: Successful login for pfincher from > myhost > (/opt/rt3/bin/../lib/RT/Interface/Web.pm:593) > > > > ? I am using apache v2.2.17 and mod_fcgid v2.3.6.?? Is there something > stupid I am missing? > > > > Thanks, > > Paul > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ? September 26 & 27, 2011 > * ?San Francisco, CA, USA ? October 18 & 19, 2011 > * ?Washington DC, USA ? October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ? November 28 & 29, 2011 > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: fcgi_mason_handler.out Type: application/octet-stream Size: 5737 bytes Desc: fcgi_mason_handler.out URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: httpd_config.txt URL: From pfincher at ghs.com Tue Sep 6 11:22:10 2011 From: pfincher at ghs.com (Paul Fincher) Date: Tue, 6 Sep 2011 08:22:10 -0700 Subject: [rt-users] RT FastCGI configuration Issues In-Reply-To: <2A9CCDDDAE41C446A006170FF0C78631404B851816@express.ghs.com> References: <2A9CCDDDAE41C446A006170FF0C7863140451EB889@express.ghs.com> <2A9CCDDDAE41C446A006170FF0C78631404B851816@express.ghs.com> Message-ID: <2A9CCDDDAE41C446A006170FF0C78631404B85181B@express.ghs.com> Hi I just noticed in my http_config.txt, the fastCGI config from httpd.conf didn't paste right. The config looks like: LoadModule fcgid_module modules/mod_fcgid.so FcgidIPCDir /tmp # FcgidServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 # FcgidServer /opt/rt3/bin/mason_handler.fcgi Thanks, Paul -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Paul Fincher Sent: Tuesday, September 06, 2011 11:15 AM To: ruslan.zakirov at gmail.com; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT FastCGI configuration Issues Hi Ruslan, I have attached the output from calling mason_handler.fcgi directly. I do get a web page from the handler. What does this tell me? Also there was a question about distro and SELinux mode: [root at flsupport selinux]# uname -a Linux flsupport.ghs.com 2.6.18-194.32.1.el5 #1 SMP Wed Jan 5 17:53:09 EST 2011 i686 i686 i386 GNU/Linux [root at flsupport selinux]# sestatus -v SELinux status: disabled I have also attached my http configuration in hopes it might help. Thanks for the help, Paul -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Saturday, September 03, 2011 3:27 PM To: Paul Fincher Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT FastCGI configuration Issues Hi, What happens when you run `perl /opt/rt3/bin/mason_handler.fcgi` from command line? Without any options it prints html of the login page right into console. On Sat, Sep 3, 2011 at 1:29 AM, Paul Fincher wrote: > Hi, > > > > ?? I am trying to use the FastCGI web handler with RT 3.8.10 and am > having issues.? It appears that rt is unable to login to the database > when using > FastCGI: > > [Fri Sep 02 16:57:35 2011] [notice] Apache/2.2.17 (Unix) > mod_ssl/2.2.17 > OpenSSL/0.9.8e-fips-rhel5 mod_fcgid/2.3.6 mod_perl/2.0.5 Perl/v5.8.8 > configured -- resuming normal operations > > DBI connect('dbname=rt3;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/rt3/bin/../lib/RT.pm line 206 > > Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line 54. > > [Fri Sep 02 16:57:37 2011] [warn] [client myhost] (104)Connection > reset by > peer: mod_fcgid: error reading data from FastCGI server > > > > When logging into the database manually with rt_user I have no issues: > >> ?/usr/local/mysql/bin/mysql -u rt_user -h localhost -p > > Enter password: > > Welcome to the MySQL monitor.? Commands end with ; or \g. > > Your MySQL connection id is 173 > > Server version: 5.5.10-log Source distribution > > > > Copyright (c) 2000, 2010, Oracle and/or its affiliates. All rights reserved. > > > > Oracle is a registered trademark of Oracle Corporation and/or its > > affiliates. Other names may be trademarks of their respective > > owners. > > > > Type 'help;' or '\h' for help. Type '\c' to clear the current input > statement. > > > > mysql> > > > > ? Also when I switch to use the perl handler things work fine: > > [Fri Sep? 2 21:11:29 2011] [info]: Successful login for pfincher from > myhost > (/opt/rt3/bin/../lib/RT/Interface/Web.pm:593) > > > > ? I am using apache v2.2.17 and mod_fcgid v2.3.6.?? Is there something > stupid I am missing? > > > > Thanks, > > Paul > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ? September 26 & 27, 2011 > * ?San Francisco, CA, USA ? October 18 & 19, 2011 > * ?Washington DC, USA ? October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ? November 28 & 29, 2011 > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Sep 6 11:26:40 2011 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 6 Sep 2011 19:26:40 +0400 Subject: [rt-users] RT FastCGI configuration Issues In-Reply-To: <2A9CCDDDAE41C446A006170FF0C78631404B851816@express.ghs.com> References: <2A9CCDDDAE41C446A006170FF0C7863140451EB889@express.ghs.com> <2A9CCDDDAE41C446A006170FF0C78631404B851816@express.ghs.com> Message-ID: Hi, So in CLI you don't have errors. Then I suspect permissions and/or environment variables. I see you do things as root in CLI. Try apache's user. On Tue, Sep 6, 2011 at 7:14 PM, Paul Fincher wrote: > Hi Ruslan, > > ? I have attached the output from calling mason_handler.fcgi directly. ?I do get a web page from the handler. ?What does this tell me? Also there was a question about distro and SELinux mode: > > [root at flsupport selinux]# uname -a > Linux flsupport.ghs.com 2.6.18-194.32.1.el5 #1 SMP Wed Jan 5 17:53:09 EST 2011 i686 i686 i386 GNU/Linux > [root at flsupport selinux]# sestatus -v > SELinux status: ? ? ? ? ? ? ? ? disabled > > ? I have also attached my http configuration in hopes it might help. > > Thanks for the help, > Paul > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: Saturday, September 03, 2011 3:27 PM > To: Paul Fincher > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT FastCGI configuration Issues > > Hi, > > What happens when you run `perl /opt/rt3/bin/mason_handler.fcgi` from command line? > Without any options it prints html of the login page right into console. > > On Sat, Sep 3, 2011 at 1:29 AM, Paul Fincher wrote: >> Hi, >> >> >> >> ?? I am trying to use the FastCGI web handler with RT 3.8.10 and am >> having issues.? It appears that rt is unable to login to the database >> when using >> FastCGI: >> >> [Fri Sep 02 16:57:35 2011] [notice] Apache/2.2.17 (Unix) >> mod_ssl/2.2.17 >> OpenSSL/0.9.8e-fips-rhel5 mod_fcgid/2.3.6 mod_perl/2.0.5 Perl/v5.8.8 >> configured -- resuming normal operations >> >> DBI connect('dbname=rt3;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/rt3/bin/../lib/RT.pm line 206 >> >> Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line 54. >> >> [Fri Sep 02 16:57:37 2011] [warn] [client myhost] (104)Connection >> reset by >> peer: mod_fcgid: error reading data from FastCGI server >> >> >> >> When logging into the database manually with rt_user I have no issues: >> >>> ?/usr/local/mysql/bin/mysql -u rt_user -h localhost -p >> >> Enter password: >> >> Welcome to the MySQL monitor.? Commands end with ; or \g. >> >> Your MySQL connection id is 173 >> >> Server version: 5.5.10-log Source distribution >> >> >> >> Copyright (c) 2000, 2010, Oracle and/or its affiliates. All rights reserved. >> >> >> >> Oracle is a registered trademark of Oracle Corporation and/or its >> >> affiliates. Other names may be trademarks of their respective >> >> owners. >> >> >> >> Type 'help;' or '\h' for help. Type '\c' to clear the current input >> statement. >> >> >> >> mysql> >> >> >> >> ? Also when I switch to use the perl handler things work fine: >> >> [Fri Sep? 2 21:11:29 2011] [info]: Successful login for pfincher from >> myhost >> (/opt/rt3/bin/../lib/RT/Interface/Web.pm:593) >> >> >> >> ? I am using apache v2.2.17 and mod_fcgid v2.3.6.?? Is there something >> stupid I am missing? >> >> >> >> Thanks, >> >> Paul >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * ?Chicago, IL, USA ? September 26 & 27, 2011 >> * ?San Francisco, CA, USA ? October 18 & 19, 2011 >> * ?Washington DC, USA ? October 31 & November 1, 2011 >> * ?Melbourne VIC, Australia ? November 28 & 29, 2011 >> * ?Barcelona, Spain ? November 28 & 29, 2011 >> > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From pfincher at ghs.com Tue Sep 6 11:49:26 2011 From: pfincher at ghs.com (Paul Fincher) Date: Tue, 6 Sep 2011 08:49:26 -0700 Subject: [rt-users] RT FastCGI configuration Issues In-Reply-To: References: <2A9CCDDDAE41C446A006170FF0C7863140451EB889@express.ghs.com> <2A9CCDDDAE41C446A006170FF0C78631404B851816@express.ghs.com> Message-ID: <2A9CCDDDAE41C446A006170FF0C78631404B851837@express.ghs.com> Thanks Ruslan. I figured it was a user error. It was permissions. -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Tuesday, September 06, 2011 11:27 AM To: Paul Fincher Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT FastCGI configuration Issues Hi, So in CLI you don't have errors. Then I suspect permissions and/or environment variables. I see you do things as root in CLI. Try apache's user. On Tue, Sep 6, 2011 at 7:14 PM, Paul Fincher wrote: > Hi Ruslan, > > ? I have attached the output from calling mason_handler.fcgi directly. ?I do get a web page from the handler. ?What does this tell me? Also there was a question about distro and SELinux mode: > > [root at flsupport selinux]# uname -a > Linux flsupport.ghs.com 2.6.18-194.32.1.el5 #1 SMP Wed Jan 5 17:53:09 > EST 2011 i686 i686 i386 GNU/Linux [root at flsupport selinux]# sestatus > -v SELinux status: ? ? ? ? ? ? ? ? disabled > > ? I have also attached my http configuration in hopes it might help. > > Thanks for the help, > Paul > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On > Behalf Of Ruslan Zakirov > Sent: Saturday, September 03, 2011 3:27 PM > To: Paul Fincher > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT FastCGI configuration Issues > > Hi, > > What happens when you run `perl /opt/rt3/bin/mason_handler.fcgi` from command line? > Without any options it prints html of the login page right into console. > > On Sat, Sep 3, 2011 at 1:29 AM, Paul Fincher wrote: >> Hi, >> >> >> >> ?? I am trying to use the FastCGI web handler with RT 3.8.10 and am >> having issues.? It appears that rt is unable to login to the database >> when using >> FastCGI: >> >> [Fri Sep 02 16:57:35 2011] [notice] Apache/2.2.17 (Unix) >> mod_ssl/2.2.17 >> OpenSSL/0.9.8e-fips-rhel5 mod_fcgid/2.3.6 mod_perl/2.0.5 Perl/v5.8.8 >> configured -- resuming normal operations >> >> DBI connect('dbname=rt3;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/rt3/bin/../lib/RT.pm line 206 >> >> Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line 54. >> >> [Fri Sep 02 16:57:37 2011] [warn] [client myhost] (104)Connection >> reset by >> peer: mod_fcgid: error reading data from FastCGI server >> >> >> >> When logging into the database manually with rt_user I have no issues: >> >>> ?/usr/local/mysql/bin/mysql -u rt_user -h localhost -p >> >> Enter password: >> >> Welcome to the MySQL monitor.? Commands end with ; or \g. >> >> Your MySQL connection id is 173 >> >> Server version: 5.5.10-log Source distribution >> >> >> >> Copyright (c) 2000, 2010, Oracle and/or its affiliates. All rights reserved. >> >> >> >> Oracle is a registered trademark of Oracle Corporation and/or its >> >> affiliates. Other names may be trademarks of their respective >> >> owners. >> >> >> >> Type 'help;' or '\h' for help. Type '\c' to clear the current input >> statement. >> >> >> >> mysql> >> >> >> >> ? Also when I switch to use the perl handler things work fine: >> >> [Fri Sep? 2 21:11:29 2011] [info]: Successful login for pfincher from >> myhost >> (/opt/rt3/bin/../lib/RT/Interface/Web.pm:593) >> >> >> >> ? I am using apache v2.2.17 and mod_fcgid v2.3.6.?? Is there >> something stupid I am missing? >> >> >> >> Thanks, >> >> Paul >> >> -------- >> RT Training Sessions >> (http://bestpractical.com/services/training.html) >> * ?Chicago, IL, USA ? September 26 & 27, 2011 >> * ?San Francisco, CA, USA ? October 18 & 19, 2011 >> * ?Washington DC, USA ? October 31 & November 1, 2011 >> * ?Melbourne VIC, Australia ? November 28 & 29, 2011 >> * ?Barcelona, Spain ? November 28 & 29, 2011 >> > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From aline.guedes at gmail.com Tue Sep 6 12:04:29 2011 From: aline.guedes at gmail.com (Aline Guedes) Date: Tue, 6 Sep 2011 13:04:29 -0300 Subject: [rt-users] External Auth overrides user preferences In-Reply-To: <20110906142901.GB78313@jibsheet.com> References: <20110906142901.GB78313@jibsheet.com> Message-ID: Hello Kevin, It looks like RT-Extension-MergeUsers can do the trick for me! Thanks a lot for the tip! Best regards, Aline On Tue, Sep 6, 2011 at 11:29 AM, Kevin Falcone wrote: > On Sun, Sep 04, 2011 at 10:23:52PM -0300, Aline Guedes wrote: > > Hello, > > > > Is there a way to make ExternalAuth set a default email address to new > users > > but not override existing users' preferences? I noticed that every time I > > log in as my existing user, it changes my email to what is defined in the > > LDAP server - I would like to make RT send mail to an account that is not > > defined in the LDAP server. > > I assume you're using RT-Authen-ExternalAuth. It syncs your data > against LDAP on any login or create. > > RT-Extension-LDAPImport has a "don't override RT from LDAP" flag, so > you could create/import your users from that if you want and just use > RT-Authen-ExternalAuth for the auth side of things. > > > Also, is there a way to make RT recognize my RT account by both Name and > > EmailAddress? I have recently migrated from rt 3.4.4 and rt 4.0.2 and in > the > > old version, I had one account with the name "alinegds at domain.com" and > email > > address "alinegds at anotherdomain.com". When I opened a ticket or replied > a > > ticket using my alinegds at anotherdomain account, it would still recognize > my > > RT user account (alinegds at domain.com) and would not create a new one. > This > > was actually very good because I wouldn't need several different entries > in > > the database for the same user (and it would also allow me to view all > > tickets I opened using both email accounts from the same RT acct). Note > that > > Sounds like you want RT-Extension-MergeUsers > > > I wasn't using the External Auth plugin in rt 3.4.4 (I used a custom > script > > The plugin didn't exist for 3.4 and doesn't support 3.4 > > > base on LDAPOverlay - http://requesttracker.wikia.com/wiki/LdapOverlay). > > Summing up, I would like to be able to have an RT account based on my > LDAP > > user, but have the ability to use another email account to reply > to/create > > tickets (the email account defined at my preferences page). > > unfortunately, that overlay is badly out of date with any modern > version of RT. > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA ? September 26 & 27, 2011 > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From aline.guedes at gmail.com Tue Sep 6 15:13:19 2011 From: aline.guedes at gmail.com (Aline Guedes) Date: Tue, 6 Sep 2011 16:13:19 -0300 Subject: [rt-users] Why is RT looking for GraphViz.pm? Message-ID: Hi, I haven't enabled GraphViz when installing RT 4.0.2, but I still get the following error message in rt.log: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib /opt/rt4/local/plugins/RT-Extension-MergeUsers/lib /opt/rt4/sbin/../lib /opt/rt4/libperl/lib/perl5/i686-linux-gnu-thread-multi /opt/rt4/libperl/lib/perl5/ppc64-linux-thread-multi /opt/rt4/libperl/lib/perl5 /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at /opt/rt4/sbin/../lib/RT/Config.pm line 542. (/opt/rt4/sbin/../lib/RT/Config.pm:543) Follows the command line used to configure RT: ./configure --with-db-rt-pass=xxxxxxx --with-web-user=apache --with-web-group=apache --enable-gd Do I need GraphViz.pm anyway? Best regards, Aline -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Sep 6 15:27:57 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 6 Sep 2011 15:27:57 -0400 Subject: [rt-users] Why is RT looking for GraphViz.pm? In-Reply-To: References: Message-ID: <20110906192757.GA71957@jibsheet.com> On Tue, Sep 06, 2011 at 04:13:19PM -0300, Aline Guedes wrote: > I haven't enabled GraphViz when installing RT 4.0.2, but I still get the following error > message in rt.log: Those are debug messages, you may want to tune your loglevel. Set( $DisableGraphViz, 1 ); to explicitly tell RT to turn it off > You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC > (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib > /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib > /opt/rt4/local/plugins/RT-Extension-MergeUsers/lib /opt/rt4/sbin/../lib > /opt/rt4/libperl/lib/perl5/i686-linux-gnu-thread-multi > /opt/rt4/libperl/lib/perl5/ppc64-linux-thread-multi /opt/rt4/libperl/lib/perl5 > /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl > /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at > /opt/rt4/sbin/../lib/RT/Config.pm line 542. (/opt/rt4/sbin/../lib/RT/Config.pm:543) > > Follows the command line used to configure RT: > ./configure --with-db-rt-pass=xxxxxxx --with-web-user=apache --with-web-group=apache > --enable-gd > > Do I need GraphViz.pm anyway? -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From aline.guedes at gmail.com Tue Sep 6 16:02:32 2011 From: aline.guedes at gmail.com (Aline Guedes) Date: Tue, 6 Sep 2011 17:02:32 -0300 Subject: [rt-users] Why is RT looking for GraphViz.pm? In-Reply-To: <20110906192757.GA71957@jibsheet.com> References: <20110906192757.GA71957@jibsheet.com> Message-ID: humm I wans't aware of that option. It worked! Thanks! On Tue, Sep 6, 2011 at 4:27 PM, Kevin Falcone wrote: > On Tue, Sep 06, 2011 at 04:13:19PM -0300, Aline Guedes wrote: > > I haven't enabled GraphViz when installing RT 4.0.2, but I still get > the following error > > message in rt.log: > > Those are debug messages, you may want to tune your loglevel. > > Set( $DisableGraphViz, 1 ); > > to explicitly tell RT to turn it off > > > You've enabled GraphViz, but we couldn't load the module: Can't locate > GraphViz.pm in @INC > > (@INC contains: /opt/rt4/sbin/../local/lib > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib > > /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib > > /opt/rt4/local/plugins/RT-Extension-MergeUsers/lib > /opt/rt4/sbin/../lib > > /opt/rt4/libperl/lib/perl5/i686-linux-gnu-thread-multi > > /opt/rt4/libperl/lib/perl5/ppc64-linux-thread-multi > /opt/rt4/libperl/lib/perl5 > > /usr/local/lib64/perl5 /usr/local/share/perl5 > /usr/lib64/perl5/vendor_perl > > /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at > > /opt/rt4/sbin/../lib/RT/Config.pm line 542. > (/opt/rt4/sbin/../lib/RT/Config.pm:543) > > > > Follows the command line used to configure RT: > > ./configure --with-db-rt-pass=xxxxxxx --with-web-user=apache > --with-web-group=apache > > --enable-gd > > > > Do I need GraphViz.pm anyway? > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA ? September 26 & 27, 2011 > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From fireskyer at gmx.de Wed Sep 7 05:53:52 2011 From: fireskyer at gmx.de (john s.) Date: Wed, 7 Sep 2011 02:53:52 -0700 (PDT) Subject: [rt-users] Quick Ticket Creation In-Reply-To: <892593C9CA8E25458C440A63DDC6774D209AF758@DG-HEXMBX02.daisy.group> References: <32407339.post@talk.nabble.com> <892593C9CA8E25458C440A63DDC6774D209AF758@DG-HEXMBX02.daisy.group> Message-ID: <32414786.post@talk.nabble.com> Hello Roy Thnx for your Tipps it works but i have changed the Attribute Username to ME >From my point of view it's more flexible here are my final changes : best regards john s. -- View this message in context: http://old.nabble.com/Quick-Ticket-Creation-tp32407339p32414786.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Wed Sep 7 08:56:42 2011 From: fireskyer at gmx.de (john s.) Date: Wed, 7 Sep 2011 05:56:42 -0700 (PDT) Subject: [rt-users] Spell checking Solutions for RT In-Reply-To: <4E661E52.4090205@bestpractical.com> References: <32399338.post@talk.nabble.com> <4E661E52.4090205@bestpractical.com> Message-ID: <32415585.post@talk.nabble.com> Hello Thomas Is it possible to handle this server sided in RT? best regards john s. -- View this message in context: http://old.nabble.com/Spell-checking-Solutions-for-RT-tp32399338p32415585.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From bart at pleh.info Wed Sep 7 09:53:31 2011 From: bart at pleh.info (Bart) Date: Wed, 7 Sep 2011 15:53:31 +0200 Subject: [rt-users] [rt-user] Multiple URL's with multiple themes (look and feel) Message-ID: Hi, I'm wondering if it's possible to do the following within RequestTracker: - Set a different theme (look and feel) per queue / incoming URL. - Set a different theme (look and feel) per SelfService portal / incoming URL. The goal is to have 1 ticket system with multiple queue's but also multiple URL's. Technically that's possible but I'd want to give each queue/incoming URL a different look & feel (or just a different CSS file which overrules the default). I know I can do individual per user themes but I'd want to set something globally which will work for both normal users and selfservice users but then in a dynamic way where a you can implement RT on different websites while running just one instance. Hopefully someone can help point me in the right direction for this, so far all I've found is that it's not possible. Thanks in advance. Best regards, Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Sep 7 10:39:48 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 7 Sep 2011 18:39:48 +0400 Subject: [rt-users] [rt-user] Multiple URL's with multiple themes (look and feel) In-Reply-To: References: Message-ID: It's double. For beginning alias multiple locations on the server to rt. Check that everything works. Some actions and links would point to urls defined in the config. Then you have to use callback in main autohandler where you check server's variables and set Web* and other options accordingly. Regards, Ruslan. From phone. 07.09.2011 17:53 ???????????? "Bart" ???????: > Hi, > > I'm wondering if it's possible to do the following within RequestTracker: > > - Set a different theme (look and feel) per queue / incoming URL. > - Set a different theme (look and feel) per SelfService portal / incoming > URL. > > The goal is to have 1 ticket system with multiple queue's but also multiple > URL's. Technically that's possible but I'd want to give each queue/incoming > URL a different look & feel (or just a different CSS file > which overrules the default). > > I know I can do individual per user themes but I'd want to set something > globally which will work for both normal users and selfservice users but > then in a dynamic way where a you can implement RT on different websites > while running just one instance. > > Hopefully someone can help point me in the right direction for this, so far > all I've found is that it's not possible. > > Thanks in advance. > > > Best regards, > > Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Wed Sep 7 11:09:09 2011 From: bart at pleh.info (Bart) Date: Wed, 7 Sep 2011 17:09:09 +0200 Subject: [rt-users] Multiple URL's with multiple themes (look and feel) In-Reply-To: References: Message-ID: Hi, Thanks for the reply, I'm going to see if the callback solution will help me with this. It looks like this is indeed how I should attempt this setup. Cheers. Best regards, Bart 2011/9/7 Ruslan Zakirov > It's double. For beginning alias multiple locations on the server to rt. > Check that everything works. Some actions and links would point to urls > defined in the config. Then you have to use callback in main autohandler > where you check server's variables and set Web* and other options > accordingly. > > Regards, Ruslan. From phone. > 07.09.2011 17:53 ???????????? "Bart" ???????: > > > Hi, > > > > I'm wondering if it's possible to do the following within RequestTracker: > > > > - Set a different theme (look and feel) per queue / incoming URL. > > - Set a different theme (look and feel) per SelfService portal / incoming > > URL. > > > > The goal is to have 1 ticket system with multiple queue's but also > multiple > > URL's. Technically that's possible but I'd want to give each > queue/incoming > > URL a different look & feel (or just a different CSS file > > which overrules the default). > > > > I know I can do individual per user themes but I'd want to set something > > globally which will work for both normal users and selfservice users but > > then in a dynamic way where a you can implement RT on different websites > > while running just one instance. > > > > Hopefully someone can help point me in the right direction for this, so > far > > all I've found is that it's not possible. > > > > Thanks in advance. > > > > > > Best regards, > > > > Bart > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Raed.El-Hames at daisygroupplc.com Wed Sep 7 14:30:08 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Wed, 7 Sep 2011 18:30:08 +0000 Subject: [rt-users] Multiple URL's with multiple themes (look and feel) In-Reply-To: References: Message-ID: <892593C9CA8E25458C440A63DDC6774D209AFF08@DG-HEXMBX02.daisy.group> Bart, Can you keep us (me anyway) informed how the below solution works out for you, I am wondering how it will work if you need to link tickets cross different sites?? At the moment with mod_perl2 I am running 1 rt database one rt code tree for 2 different sites (urls) but with 2 different webmux.pl , 2 RT_Siteconfig files, and few hacks within the code and exim.conf etc , its not a clean solution , and wondering if Ruz solution maybe a better way of doing things. Regards; Roy [cid:imageadf1fb.GIF at 61124c7d.44b65d15] Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient?s system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company?s policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liability arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bart Sent: 07 September 2011 16:09 To: Ruslan Zakirov Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Multiple URL's with multiple themes (look and feel) Hi, Thanks for the reply, I'm going to see if the callback solution will help me with this. It looks like this is indeed how I should attempt this setup. Cheers. Best regards, Bart 2011/9/7 Ruslan Zakirov > It's double. For beginning alias multiple locations on the server to rt. Check that everything works. Some actions and links would point to urls defined in the config. Then you have to use callback in main autohandler where you check server's variables and set Web* and other options accordingly. Regards, Ruslan. From phone. 07.09.2011 17:53 ???????????? "Bart" > ???????: > Hi, > > I'm wondering if it's possible to do the following within RequestTracker: > > - Set a different theme (look and feel) per queue / incoming URL. > - Set a different theme (look and feel) per SelfService portal / incoming > URL. > > The goal is to have 1 ticket system with multiple queue's but also multiple > URL's. Technically that's possible but I'd want to give each queue/incoming > URL a different look & feel (or just a different CSS file > which overrules the default). > > I know I can do individual per user themes but I'd want to set something > globally which will work for both normal users and selfservice users but > then in a dynamic way where a you can implement RT on different websites > while running just one instance. > > Hopefully someone can help point me in the right direction for this, so far > all I've found is that it's not possible. > > Thanks in advance. > > > Best regards, > > Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: imageadf1fb.GIF Type: image/gif Size: 11131 bytes Desc: imageadf1fb.GIF URL: From aline.guedes at gmail.com Wed Sep 7 14:51:58 2011 From: aline.guedes at gmail.com (Aline Guedes) Date: Wed, 7 Sep 2011 15:51:58 -0300 Subject: [rt-users] Problems adding a custom header to RT 4.0.2 Message-ID: Hello, I created a callback (at /opt/rt4/local/html/Callbacks/My/Elements/Header/Head) to include a custom Header on my rt instance, but when I open rt on the browser (firefox 6), the main navigation menu is on top of my header. Is that expected? I am currently trying to change the css files (layout.css and nav.css) to fix this issue, but I am not sure this is the right way to go (and it is giving me a lot of trouble - no css joy here). I am using the default theme (aileron). Best regards, Aline -------------- next part -------------- An HTML attachment was scrubbed... URL: From izz.abdullah at us.michelin.com Wed Sep 7 15:13:07 2011 From: izz.abdullah at us.michelin.com (izzabdullah) Date: Wed, 7 Sep 2011 12:13:07 -0700 (PDT) Subject: [rt-users] How to change footer note in RT Web pages. In-Reply-To: <20100208133953.GA22564@bestpractical.com> References: <27498799.post@talk.nabble.com> <20100208133953.GA22564@bestpractical.com> Message-ID: <32418684.post@talk.nabble.com> Jesse Vincent wrote: > > Please don't remove the product's copyright message. > Isn't this, in essence, violating the GNU GPL which is also in the footer? I was able to directly edit the Footer file in this location on our installation: /usr/share/request-tracker-V.v/html/Elements -- View this message in context: http://old.nabble.com/How-to-change-footer-note-in-RT-Web-pages.-tp27498799p32418684.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jesse at bestpractical.com Wed Sep 7 15:58:25 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Sep 2011 15:58:25 -0400 Subject: [rt-users] How to change footer note in RT Web pages. In-Reply-To: <32418684.post@talk.nabble.com> References: <27498799.post@talk.nabble.com> <20100208133953.GA22564@bestpractical.com> <32418684.post@talk.nabble.com> Message-ID: <20110907195825.GY9995@bestpractical.com> On Wed, Sep 07, 2011 at 12:13:07PM -0700, izzabdullah wrote: > Jesse Vincent wrote: > > > > Please don't remove the product's copyright message. > > Isn't this, in essence, violating the GNU GPL which is also in the footer? > I was able to directly edit the Footer file in this location on our > installation: Hi Izz, You are correct that at a technical level, an unscrupulous user has the capability to remove RT's copyright notice. I politely asked the user not to do so. The Free Software Foundation does publish guidance about the GPL. As far as I can tell, the FSF agree with you 100% -- They consider removing the copyright notice from a product to be a license violation: http://www.gnu.org/licenses/old-licenses/gpl-2.0-faq.html#IWantCredit Best, Jesse Vincent Best Practical From yan at seiner.com Wed Sep 7 16:30:00 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 7 Sep 2011 13:30:00 -0700 (PDT) Subject: [rt-users] The actual HTTP_HOST does NOT match the configured WebDomain Message-ID: <3d5bd35ddfb147f2ab7b4c1e8b790f59.squirrel@mail.seiner.com> I'm trying to set up the email gateway on my shiny new install of 4.0.2. I think I have everything set up correctly, except that the email never gets there and I get this error in the apache log files: [Wed Sep 7 20:16:02 2011] [warn]: The actual HTTP_HOST (tracker) does NOT match the configured WebDomain (xxx.xxx.xxx). Perhaps you should Set($WebDomain, 'tracker'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087) I'm not sure where the system is picking up 'tracker' for HTTP_HOST so I'm at a loss on how to change it to the correct hostname. exim4 says: 2011-09-07 13:15:59 1R1OXP-0001FT-85 == |/opt/rt4/bin/rt-mailgate --queue General --action correspond --url http://rt.subutil.com R=system_aliases T=address_pipe defer (0): Child process of address_pipe transport returned 75 (could mean temporary error) from command: /opt/rt4/bin/rt-mailgate How do I go about changing the HTTP_HOST for rt? -- In 2012 we get to choose whether to throw out the baby with the bathwater, deny that the baby needs a bath, or have the government pay for the baby and the bathwater. From falcone at bestpractical.com Wed Sep 7 17:22:22 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 7 Sep 2011 17:22:22 -0400 Subject: [rt-users] The actual HTTP_HOST does NOT match the configured WebDomain In-Reply-To: <3d5bd35ddfb147f2ab7b4c1e8b790f59.squirrel@mail.seiner.com> References: <3d5bd35ddfb147f2ab7b4c1e8b790f59.squirrel@mail.seiner.com> Message-ID: <20110907212222.GB71957@jibsheet.com> On Wed, Sep 07, 2011 at 01:30:00PM -0700, Yan Seiner wrote: > I'm trying to set up the email gateway on my shiny new install of 4.0.2. > I think I have everything set up correctly, except that the email never > gets there and I get this error in the apache log files: > > [Wed Sep 7 20:16:02 2011] [warn]: The actual HTTP_HOST (tracker) does NOT > match the configured WebDomain (xxx.xxx.xxx). Perhaps you should > Set($WebDomain, 'tracker'); in RT_SiteConfig.pm, otherwise your internal > links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087) This is a warning, and shouldn't stop rt-mailgate. You probably want to post all of the log messages. What this message is saying is that you've set your WebDomain in your config to xxx.xxx.xxx but someone is connecting to the machine as 'tracker' and this may cause problems. From your rt-mailgate invocation below, I'm guessing it isn't caused by the mailgate, unless you're proxying things. -kevin > I'm not sure where the system is picking up 'tracker' for HTTP_HOST so I'm > at a loss on how to change it to the correct hostname. > > exim4 says: > > 2011-09-07 13:15:59 1R1OXP-0001FT-85 == |/opt/rt4/bin/rt-mailgate --queue > General --action correspond --url http://rt.subutil.com > R=system_aliases T=address_pipe defer (0): Child > process of address_pipe transport returned 75 (could mean temporary error) > from command: /opt/rt4/bin/rt-mailgate -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From admin at lctn.org Wed Sep 7 17:05:40 2011 From: admin at lctn.org (Raymond Norton) Date: Wed, 07 Sep 2011 16:05:40 -0500 Subject: [rt-users] Can't load RT_SiteConfig.pm Message-ID: <4E67DCA4.9030903@lctn.org> I'm using the following howto: http://requesttracker.wikia.com/wiki/HowToInstallRequestTracker3.8OnUbuntu11.04 When I attempt to create the database, I get the error below. I found another conversation on the issue that indicated it was a permission issue. The file is owned by root and www-data. I set the permissions to 755, but still get the error /usr/sbin/rt-setup-database-3.8 --action init --dba rtuser --prompt-for-dba-password Couldn't load RT config file RT_SiteConfig.pm: syntax error at /etc/request-tracker3.8/RT_SiteConfig.pm line 44, near "{}" Compilation failed in require at /usr/share/request-tracker3.8/lib/RT/Config.pm line 585. BEGIN failed--compilation aborted at /usr/sbin/rt-setup-database-3.8 line 131 From aprilr at yelp.com Wed Sep 7 17:48:59 2011 From: aprilr at yelp.com (April Rosenberg) Date: Wed, 7 Sep 2011 14:48:59 -0700 Subject: [rt-users] Making autocreated AD users into privileged users Message-ID: Good Afternoon, I have been working to figure this out for a while and I am just not sure what I am not doing wrong and I am unable to find much information on this on the web. I am running Request Tracker 3.8.7 on Ubuntu 10.04 with MySQL 5.0.92 and Apache 2.2.14 with mod perl 2.0.4. I have RT::Authen::ExternalAuth configured and I am able to send an email as a user and they are then able to log in and view their ticket. However, I would like to set up some of the users as privileged users as they are the queue managers but they are not showing in the Configuration/Users screen. I have Set($AutoCreate, {Privileged => 1}); so I thought I would be able to at least edit my users, but they are not showing up. My RTSiteConfig.pm is below with the personal info obscured. If anyone can help that would be greatly appreciated. Thanks! April # This file was generated by running "update-rt-siteconfig-3.8". # # While local modifications will not be overwritten without permission, # it is recommended the they are instead placed in # /etc/request-tracker3.8/RT_SiteConfig.d # # Note that modifications to the RT_SiteConfig.d directory won't # take effect until the update command mentioned above is run again. # start /etc/request-tracker3.8/RT_SiteConfig.d/40-timezone # dynamically find out the current timezone my $zone = "UTC"; $zone=`/bin/cat /etc/timezone` if -f "/etc/timezone"; chomp $zone; Set($Timezone, $zone); # end /etc/request-tracker3.8/RT_SiteConfig.d/40-timezone # start /etc/request-tracker3.8/RT_SiteConfig.d/50-debconf # THE BASICS: Set($rtname, 'tickets'); Set($Organization, ' XXXXXX '); Set($CorrespondAddress , ' XXXXXX '); Set($CommentAddress , ' XXXXXX '); Set($WebExternalAuth , '1'); Set($WebFallbackToInternalAuth , '1'); Set($WebExternalGecos , undef); Set($WebExternalAuto , '1'); Set($MaxAttachmentSize , 10000000); Set($FriendlyFromLineFormat, "\"%s\" <%s>"); Set( @Plugins, qw(RT::Authen::ExternalAuth) ); # THE WEBSERVER: Set($WebPath , "/rt"); Set($WebBaseURL , "http:// XXXXXX "); # end /etc/request-tracker3.8/RT_SiteConfig.d/50-debconf # start /etc/request-tracker3.8/RT_SiteConfig.d/51-dbconfig-common # THE DATABASE: # generated by dbconfig-common # map from dbconfig-common database types to their names as known by RT my %typemap = ( mysql => 'mysql', pgsql => 'Pg', sqlite3 => 'SQLite', ); Set($DatabaseType, $typemap{mysql} || "UNKNOWN"); Set($DatabaseHost, 'localhost'); Set($DatabasePort, ''); Set($DatabaseUser , ' XXXXXX '); Set($DatabasePassword , ' XXXXXX '); # SQLite needs a special case, since $DatabaseName must be a full pathname my $dbc_dbname = 'rtdb'; if ( "mysql" eq "sqlite3" ) { Set ($DatabaseName, '' . '/' . $dbc_dbname); } else { Set ($DatabaseName, $dbc_dbname); } # end /etc/request-tracker3.8/RT_SiteConfig.d/51-dbconfig-common 1; # The order in which the services defined in ExternalSettings # should be used to authenticate users. User is authenticated # if successfully confirmed by any service - no more services # are checked. Set($ExternalAuthPriority, [ 'My_LDAP' ] ); # The order in which the services defined in ExternalSettings # should be used to get information about users. This includes # RealName, Tel numbers etc, but also whether or not the user # should be considered disabled. # # Once user info is found, no more services are checked. # # You CANNOT use a SSO cookie for authentication. Set($ExternalInfoPriority, [ 'My_LDAP' ] ); # If this is set to true, then the relevant packages will # be loaded to use SSL/TLS connections. At the moment, # this just means "use Net::SSLeay;" Set($ExternalServiceUsesSSLorTLS, 0); # If this is set to 1, then users should be autocreated by RT # as internal users if they fail to authenticate from an # external service. Set($AutoCreateNonExternalUsers, 0); Set($AutoCreate, {Privileged => 1}); # These are the full settings for each external service as a HashOfHashes # Note that you may have as many external services as you wish. They will # be checked in the order specified in the Priority directives above. # e.g. #Set(ExternalAuthPriority,['My_LDAP']); # Set($ExternalSettings, { # AN EXAMPLE LDAP SERVICE 'My_LDAP' => { 'type' => 'ldap', 'server' => ' XXXXXX ', 'user' => ' XXXXXX ', 'pass' => ' XXXXXX ', 'base' => ' XXXXXX ', # # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES! # YOU **MUST** SPECIFY A filter AND A d_filter!! # # The filter to use to match RT-Users 'filter' => '(&(ObjectCategory=User)(ObjectClass=Person))', # # The filter that will only match disabled users 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', # 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], # Does authentication depend on group membership? What group name? #'group' => 'cn=Domain Users,cn=Users,dc=ad,dc=yelpcorp,dc=com', # What is the attribute for the group object that determines membership? #'group_attr' => 'member', ## RT ATTRIBUTE MATCHING SECTION # The list of RT attributes that uniquely identify a user # This example shows what you *can* specify.. I recommend reducing this # to just the Name and EmailAddress to save encountering problems later. 'attr_match_list' => [ 'EmailAddress' ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } } } ); 1; -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Sep 7 17:55:56 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 7 Sep 2011 17:55:56 -0400 Subject: [rt-users] Making autocreated AD users into privileged users In-Reply-To: References: Message-ID: <20110907215556.GC71957@jibsheet.com> On Wed, Sep 07, 2011 at 02:48:59PM -0700, April Rosenberg wrote: > I have been working to figure this out for a while and I am just not sure > what I am not doing wrong and I am unable to find much information on this > on the web. I am running Request Tracker 3.8.7 on Ubuntu 10.04 with MySQL > 5.0.92 and Apache 2.2.14 with mod perl 2.0.4. I have > RT::Authen::ExternalAuth configured and I am able to send an email as a user > and they are then able to log in and view their ticket. However, I would > like to set up some of the users as privileged users as they are the queue > managers but they are not showing in the Configuration/Users screen. I have > Set($AutoCreate, {Privileged => 1}); so I thought I would be able to at > least edit my users, but they are not showing up. My RTSiteConfig.pm is > below with the personal info obscured. If anyone can help that would be > greatly appreciated. Thanks! Under Configuration -> Users use the search feature. Unprivileged users aren't listed. If your users were being created as Privileged, then they would show up in the list. I suggest searching for their email address for the best chance of success. I'm not sure what version of RT-Authen-ExternalAuth you're using, so I can't tell you if AutoCreate should be working or not in your configuration. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From aprilr at yelp.com Wed Sep 7 18:06:05 2011 From: aprilr at yelp.com (April Rosenberg) Date: Wed, 7 Sep 2011 15:06:05 -0700 Subject: [rt-users] Making autocreated AD users into privileged users In-Reply-To: <20110907215556.GC71957@jibsheet.com> References: <20110907215556.GC71957@jibsheet.com> Message-ID: <22b758f8ada59cee2a678ee1c72eaa69@mail.gmail.com> Thanks for the tip, I hadn't tried searching since I had one user that is visible. It is RT::Auth 0.08. But I am now able to change my users to privileged, so all is awesome! April -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, September 07, 2011 2:56 PM To: RT-Users at lists.bestpractical.com Subject: Re: [rt-users] Making autocreated AD users into privileged users On Wed, Sep 07, 2011 at 02:48:59PM -0700, April Rosenberg wrote: > I have been working to figure this out for a while and I am just not > sure what I am not doing wrong and I am unable to find much > information on this on the web. I am running Request Tracker 3.8.7 on > Ubuntu 10.04 with MySQL > 5.0.92 and Apache 2.2.14 with mod perl 2.0.4. I have > RT::Authen::ExternalAuth configured and I am able to send an email as > a user and they are then able to log in and view their ticket. > However, I would like to set up some of the users as privileged users > as they are the queue managers but they are not showing in the > Configuration/Users screen. I have Set($AutoCreate, {Privileged => > 1}); so I thought I would be able to at least edit my users, but they > are not showing up. My RTSiteConfig.pm is below with the personal > info obscured. If anyone can help that would be greatly appreciated. Thanks! Under Configuration -> Users use the search feature. Unprivileged users aren't listed. If your users were being created as Privileged, then they would show up in the list. I suggest searching for their email address for the best chance of success. I'm not sure what version of RT-Authen-ExternalAuth you're using, so I can't tell you if AutoCreate should be working or not in your configuration. -kevin From falcone at bestpractical.com Wed Sep 7 18:25:50 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 7 Sep 2011 18:25:50 -0400 Subject: [rt-users] Making autocreated AD users into privileged users In-Reply-To: <22b758f8ada59cee2a678ee1c72eaa69@mail.gmail.com> References: <20110907215556.GC71957@jibsheet.com> <22b758f8ada59cee2a678ee1c72eaa69@mail.gmail.com> Message-ID: <20110907222550.GD71957@jibsheet.com> On Wed, Sep 07, 2011 at 03:06:05PM -0700, April Rosenberg wrote: > Thanks for the tip, I hadn't tried searching since I had one user that is > visible. It is RT::Auth 0.08. But I am now able to change my users to > privileged, so all is awesome! Great. I missed originally that you were creating the users by sending mail, but I'm pretty sure AutoCreate is only used by RT::Authen::ExternalAuth when logging in via the webui -kevin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: Wednesday, September 07, 2011 2:56 PM > To: RT-Users at lists.bestpractical.com > Subject: Re: [rt-users] Making autocreated AD users into privileged users > > On Wed, Sep 07, 2011 at 02:48:59PM -0700, April Rosenberg wrote: > > I have been working to figure this out for a while and I am just not > > sure what I am not doing wrong and I am unable to find much > > information on this on the web. I am running Request Tracker 3.8.7 on > > Ubuntu 10.04 with MySQL > > 5.0.92 and Apache 2.2.14 with mod perl 2.0.4. I have > > RT::Authen::ExternalAuth configured and I am able to send an email as > > a user and they are then able to log in and view their ticket. > > However, I would like to set up some of the users as privileged users > > as they are the queue managers but they are not showing in the > > Configuration/Users screen. I have Set($AutoCreate, {Privileged => > > 1}); so I thought I would be able to at least edit my users, but they > > are not showing up. My RTSiteConfig.pm is below with the personal > > info obscured. If anyone can help that would be greatly appreciated. > Thanks! > > Under Configuration -> Users use the search feature. Unprivileged users > aren't listed. If your users were being created as Privileged, then they > would show up in the list. I suggest searching for their email address > for the best chance of success. I'm not sure what version of > RT-Authen-ExternalAuth you're using, so I can't tell you if AutoCreate > should be working or not in your configuration. > > -kevin > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------------- 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 Wed Sep 7 18:43:43 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 7 Sep 2011 15:43:43 -0700 (PDT) Subject: [rt-users] Making autocreated AD users into privileged users In-Reply-To: <20110907222550.GD71957@jibsheet.com> References: <20110907215556.GC71957@jibsheet.com> <22b758f8ada59cee2a678ee1c72eaa69@mail.gmail.com> <20110907222550.GD71957@jibsheet.com> Message-ID: <1b0691c5a95074e21f0d6f48a9604926.squirrel@mail.seiner.com> On Wed, September 7, 2011 3:25 pm, Kevin Falcone wrote: > On Wed, Sep 07, 2011 at 03:06:05PM -0700, April Rosenberg wrote: >> Thanks for the tip, I hadn't tried searching since I had one user that >> is >> visible. It is RT::Auth 0.08. But I am now able to change my users to >> privileged, so all is awesome! > > Great. > I missed originally that you were creating the users by sending mail, > but I'm pretty sure AutoCreate is only used by > RT::Authen::ExternalAuth when logging in via the webui Here's what I ended up doing to autocreate AD users as priveleged: Set($AutoCreateNonExternalUsers, 1); Set($AutoCreate, {Privileged => 1}); --Yan From yan at seiner.com Wed Sep 7 18:46:35 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 7 Sep 2011 15:46:35 -0700 (PDT) Subject: [rt-users] The actual HTTP_HOST does NOT match the configured WebDomain In-Reply-To: <20110907212222.GB71957@jibsheet.com> References: <3d5bd35ddfb147f2ab7b4c1e8b790f59.squirrel@mail.seiner.com> <20110907212222.GB71957@jibsheet.com> Message-ID: On Wed, September 7, 2011 2:22 pm, Kevin Falcone wrote: > On Wed, Sep 07, 2011 at 01:30:00PM -0700, Yan Seiner wrote: >> I'm trying to set up the email gateway on my shiny new install of 4.0.2. >> I think I have everything set up correctly, except that the email never >> gets there and I get this error in the apache log files: >> >> [Wed Sep 7 20:16:02 2011] [warn]: The actual HTTP_HOST (tracker) does >> NOT >> match the configured WebDomain (xxx.xxx.xxx). Perhaps you should >> Set($WebDomain, 'tracker'); in RT_SiteConfig.pm, otherwise your internal >> links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087) > > This is a warning, and shouldn't stop rt-mailgate. You probably want > to post all of the log messages. > > What this message is saying is that you've set your WebDomain in your > config to xxx.xxx.xxx but someone is connecting to the machine as > 'tracker' and this may cause problems. From your rt-mailgate > invocation below, I'm guessing it isn't caused by the mailgate, unless > you're proxying things. > All of this is happening on the same machine. I am using the mail command to send mail to the mailgate on the same host, so no proxying. Where and how do I enable logging to see more details? What I posted is all I'm getting. I get nothing else in the logs pertaining to the warning; the email just doesn't show up. I have allowed ticket creation for everyone. From yan at seiner.com Wed Sep 7 19:00:52 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 7 Sep 2011 16:00:52 -0700 (PDT) Subject: [rt-users] The actual HTTP_HOST does NOT match the configured WebDomain Message-ID: <88dc0b7ed8d8cbbc53750febd186953d.squirrel@mail.seiner.com> On Wed, September 7, 2011 3:46 pm, Yan Seiner wrote: > > All of this is happening on the same machine. I am using the mail command to send mail to the mailgate on the same host, so no proxying. Never mind.... Turned out to be a stale DNS cache issue... http://localhost works; http://canonical.name doesn't...... From jeanluc at nmt.edu Wed Sep 7 22:48:42 2011 From: jeanluc at nmt.edu (Jesse B. Crawford) Date: Wed, 07 Sep 2011 20:48:42 -0600 Subject: [rt-users] Perl dependencies trouble on Fedora 15 Message-ID: <4E682D0A.9050309@nmt.edu> I'm trying to set up RT on a machine running Fedora 15 (as a test installation, the final may be on either F15 or RHEL). I've run make fixdeps, and it installed a lot of modules, but when I set up Apache and tried to log in, I got a 500 error. I found that many of the modules files installed by CPAN were non-readable by the webserver (permissions 600), so I corrected that. Now I still get a 500 error, because it could not find the file Params/Validate.pm. CPAN instists that Params::Validate.pm is installed, but find does not locate the file anywhere outside of .cpan. I'm not sure if I'm using CPAN wrong or what else is up, but I'm not able to find any information on this problem. I'd appreciate any tips on how to correctly install these dependencies. Jesse B. Crawford (jeanluc) Systems Programmer New Mexico Tech Computer Center jeanluc at nmt.edu From chrisherrmann7 at gmail.com Wed Sep 7 23:47:09 2011 From: chrisherrmann7 at gmail.com (Chris Herrmann) Date: Thu, 8 Sep 2011 13:47:09 +1000 Subject: [rt-users] RT 3.8.7 Forward Transaction or Ticket shows up as attachment rather than inline Message-ID: Hi all, is there a way of making the forward transaction / ticket function forward the content in the way that it was initially generated, rather than as an attached eml file? So the text content of a transaction should appear as inline text, and any attachments should appear as attachments, rather than as attachments embedded within an attached email. Outlook opens up the attached files OK, but gmail won't, iphone won't etc. Currently the template for "Forward Ticket" is very sparse: --------- This is a forward of ticket #{ $Ticket->id } --------- The other issue with the forwarded ticket is that the from address does not pick up the queue address or "Chris via RT" with the correct email address, rather it picks up the system default address. I"m not sure but I'm guessing that I might be able to fix the format through a slightly more descriptive template but am not sure where to start.. Thanks, Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From vegard.vesterheim at uninett.no Thu Sep 8 02:29:27 2011 From: vegard.vesterheim at uninett.no (Vegard Vesterheim) Date: Thu, 08 Sep 2011 08:29:27 +0200 Subject: [rt-users] Rights problem in RT Message-ID: <1svct3zgvs.fsf@voll.uninett.no> We have noticed that some pages in our RT-3.8.8 installation have started to load slowly. It turns out that on pages which presents a menu for Ticket Owner, the menu has become much larger than it used to be. It is now populated with thousands of entries! Almost equal to the total number of users (privileged and unprivileged) in our database. We only have around 100 privileged users. The page for building a New Search from scratch has this problem. Looking at the code I see that RT tries to identify users which have the 'OwnTicket' right, and displays these in the menu: my $Users = RT::Users->new( $session{CurrentUser} ); $Users->WhoHaveRight( Right => 'OwnTicket', Object => $object, IncludeSystemRights => 1, IncludeSuperusers => $isSU ); This call returns many more users than expected. The 'OwnTicket' right had not been granted explicitly to any user or group, I tried to to assign this right explicitly, but that did not fix the problem. The System group 'Everyone' only has the rights CommentOnTicket, CreateTicket, ReplyToTicket. Any hints on how to resolve this problem? - Vegard V - From fireskyer at gmx.de Thu Sep 8 02:37:53 2011 From: fireskyer at gmx.de (john s.) Date: Wed, 7 Sep 2011 23:37:53 -0700 (PDT) Subject: [rt-users] can't unmark an bookmarked ticket In-Reply-To: <32378152.post@talk.nabble.com> References: <32355172.post@talk.nabble.com> <32378152.post@talk.nabble.com> Message-ID: <32421361.post@talk.nabble.com> Rt-Version: 3.8.9 Ubuntu 10.04 Does no one have the same Problem like me??? best regrads john s. -- View this message in context: http://old.nabble.com/can%27t-unmark-an-bookmarked-ticket-tp32355172p32421361.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Thu Sep 8 02:53:05 2011 From: fireskyer at gmx.de (john s.) Date: Wed, 7 Sep 2011 23:53:05 -0700 (PDT) Subject: [rt-users] ICAL-Error Message Message-ID: <32421407.post@talk.nabble.com> RT-Version: 3.8.9 Ubuntu 10.04 LTS Perl: 5.10.1 Hello Everybody I tried to make an ICal entry from my Search query in RT.... there comes the following text: BEGIN:VCALENDAR CALSCALE:gregorian METHOD:publish PRODID:-//RTSBA// VERSION:2.0 X-WR-CALDESC;VALUE=TEXT:Due dates for RT tickets: Queue = 'EDV' AND (Status = 'new' OR Status = 'open' OR Status = 'stalled') X-WR-CALNAME;VALUE=TEXT:RT due dates END:VCALENDAR What ive done to exclude some errors based on it ..... Mime Types: 1. winxp client: set the filetype on ical 2. apache: make a directory directive to the ical direcrtory with mime type text/calendar 3. linux server: set the mime type in the global OS Environment. So i think there is an RT problem best regards john s. -- View this message in context: http://old.nabble.com/ICAL-Error-Message-tp32421407p32421407.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Thu Sep 8 04:23:17 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 8 Sep 2011 12:23:17 +0400 Subject: [rt-users] Rights problem in RT In-Reply-To: <1svct3zgvs.fsf@voll.uninett.no> References: <1svct3zgvs.fsf@voll.uninett.no> Message-ID: May be you granted this right to requestors role in some queue. Select directly from ACL table to list all AC entries with that right. Regards, Ruslan. From phone. 08.09.2011 10:30 ???????????? "Vegard Vesterheim" < vegard.vesterheim at uninett.no> ???????: > We have noticed that some pages in our RT-3.8.8 installation have > started to load slowly. It turns out that on pages which presents a menu > for Ticket Owner, the menu has become much larger than it used to be. It > is now populated with thousands of entries! Almost equal to the total > number of users (privileged and unprivileged) in our database. We only > have around 100 privileged users. The page for building a New Search from > scratch has this problem. > > Looking at the code I see that RT tries to identify users which have the > 'OwnTicket' right, and displays these in the menu: > > my $Users = RT::Users->new( $session{CurrentUser} ); > $Users->WhoHaveRight( > Right => 'OwnTicket', > Object => $object, > IncludeSystemRights => 1, > IncludeSuperusers => $isSU > ); > > This call returns many more users than expected. > > The 'OwnTicket' right had not been granted explicitly to any user or > group, I tried to to assign this right explicitly, but that did not fix > the problem. The System group 'Everyone' only has the rights > CommentOnTicket, CreateTicket, ReplyToTicket. > > Any hints on how to resolve this problem? > > - Vegard V - > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Sep 8 04:37:30 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 8 Sep 2011 12:37:30 +0400 Subject: [rt-users] Perl dependencies trouble on Fedora 15 In-Reply-To: <4E682D0A.9050309@nmt.edu> References: <4E682D0A.9050309@nmt.edu> Message-ID: Hi, If you have multiple perl binaries then make sure you set PERL env when you run RT's configure script. Run perl -V to see list of dirs (@INC) where perl search for modules. If CPAN command claims that it's installed then either dir it's installed into is not readable or it's installed for one perl binary when server uses other. On Thu, Sep 8, 2011 at 6:48 AM, Jesse B. Crawford wrote: > I'm trying to set up RT on a machine running Fedora 15 (as a test > installation, the final may be on either F15 or RHEL). I've run make > fixdeps, and it installed a lot of modules, but when I set up Apache and > tried to log in, I got a 500 error. I found that many of the modules > files installed by CPAN were non-readable by the webserver (permissions > 600), so I corrected that. Now I still get a 500 error, because it could > not find the file Params/Validate.pm. CPAN instists that > Params::Validate.pm is installed, but find does not locate the file > anywhere outside of .cpan. I'm not sure if I'm using CPAN wrong or what > else is up, but I'm not able to find any information on this problem. > > I'd appreciate any tips on how to correctly install these dependencies. > > Jesse B. Crawford (jeanluc) > Systems Programmer > New Mexico Tech Computer Center > jeanluc at nmt.edu > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ?September 26 & 27, 2011 > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From ruz at bestpractical.com Thu Sep 8 05:10:33 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 8 Sep 2011 13:10:33 +0400 Subject: [rt-users] Can't load RT_SiteConfig.pm In-Reply-To: <4E67DCA4.9030903@lctn.org> References: <4E67DCA4.9030903@lctn.org> Message-ID: Hi, You have syntax error in the file. Without content it's hard to tell how to fix. On Thu, Sep 8, 2011 at 1:05 AM, Raymond Norton wrote: > ?I'm using the following howto: > > http://requesttracker.wikia.com/wiki/HowToInstallRequestTracker3.8OnUbuntu11.04 > > When I attempt to create the database, I get the error below. I found > another conversation on the issue that indicated it was a permission issue. > The file is owned by root and www-data. I set the permissions to 755, but > still get the error > > ?/usr/sbin/rt-setup-database-3.8 --action init --dba rtuser > --prompt-for-dba-password > Couldn't load RT config file RT_SiteConfig.pm: > > syntax error at /etc/request-tracker3.8/RT_SiteConfig.pm line 44, near "{}" > Compilation failed in require at > /usr/share/request-tracker3.8/lib/RT/Config.pm line 585. > BEGIN failed--compilation aborted at /usr/sbin/rt-setup-database-3.8 line > 131 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ?September 26 & 27, 2011 > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From gerard at eve-team.com Thu Sep 8 05:55:26 2011 From: gerard at eve-team.com (Gerard FENELON) Date: Thu, 08 Sep 2011 11:55:26 +0200 Subject: [rt-users] ICAL-Error Message In-Reply-To: <32421407.post@talk.nabble.com> References: <32421407.post@talk.nabble.com> Message-ID: <4E68910E.50103@eve-team.com> you might get more help if you provided the error message. Gerard On 2011-09-08 08:53, john s. wrote: > RT-Version: 3.8.9 > Ubuntu 10.04 LTS > Perl: 5.10.1 > > Hello Everybody > > I tried to make an ICal entry from my Search query in RT.... > > there comes the following text: > > BEGIN:VCALENDAR CALSCALE:gregorian METHOD:publish PRODID:-//RTSBA// > VERSION:2.0 X-WR-CALDESC;VALUE=TEXT:Due dates for RT tickets: Queue = 'EDV' > AND (Status = 'new' OR Status = 'open' OR Status = 'stalled') > X-WR-CALNAME;VALUE=TEXT:RT due dates END:VCALENDAR > > > What ive done to exclude some errors based on it ..... > > Mime Types: > 1. winxp client: set the filetype on ical > 2. apache: make a directory directive to the ical direcrtory with mime type > text/calendar > 3. linux server: set the mime type in the global OS Environment. > > So i think there is an RT problem > > best regards > john s. From fireskyer at gmx.de Thu Sep 8 07:29:53 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 8 Sep 2011 04:29:53 -0700 (PDT) Subject: [rt-users] ICAL-Error Message In-Reply-To: <4E68910E.50103@eve-team.com> References: <32421407.post@talk.nabble.com> <4E68910E.50103@eve-team.com> Message-ID: <32422932.post@talk.nabble.com> Hello Gerard There is no error message. It comes the described text ouptut on the browser window in text form. Sorry that was a little bit confusing due to the topic best regards john s. -- View this message in context: http://old.nabble.com/ICAL-Error-tp32421407p32422932.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From sam.ferdian at gmail.com Thu Sep 8 07:38:38 2011 From: sam.ferdian at gmail.com (Samuel Ferdian) Date: Thu, 8 Sep 2011 18:38:38 +0700 Subject: [rt-users] How to setting multiple email addresses on Request Tracker Message-ID: Hi there, Introduce i am a newbie on RT, i want to ask if i want to set up multiple email on RT instance. I was installed one RT instance on a server, then i want to set up multiple email address to create ticket by email. e.g: 1. email1 at gmail.com, 2. email2 at gmail.com, 3. email3 at gmail.com So each of email can be set to one queue that i have. How steps steps should be taken to this all happen on my server ? Thank You. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Raed.El-Hames at daisygroupplc.com Thu Sep 8 09:16:25 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Thu, 8 Sep 2011 13:16:25 +0000 Subject: [rt-users] How to setting multiple email addresses on Request Tracker In-Reply-To: References: Message-ID: <892593C9CA8E25458C440A63DDC6774D209B05C2@DG-HEXMBX02.daisy.group> How did you set up your RT mail, exim , fetchmail ?? Have a look at http://requesttracker.wikia.com/wiki/ItsFinallyInstalledNowWhat for more information. Regards; Roy [cid:image6ea795.GIF at 1c454eed.4b9fc82e] Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient?s system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company?s policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liability arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Samuel Ferdian Sent: 08 September 2011 12:39 To: rt-users at lists.bestpractical.com Subject: [rt-users] How to setting multiple email addresses on Request Tracker Hi there, Introduce i am a newbie on RT, i want to ask if i want to set up multiple email on RT instance. I was installed one RT instance on a server, then i want to set up multiple email address to create ticket by email. e.g: 1. email1 at gmail.com, 2. email2 at gmail.com, 3. email3 at gmail.com So each of email can be set to one queue that i have. How steps steps should be taken to this all happen on my server ? Thank You. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image6ea795.GIF Type: image/gif Size: 11131 bytes Desc: image6ea795.GIF URL: From fireskyer at gmx.de Thu Sep 8 09:18:49 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 8 Sep 2011 06:18:49 -0700 (PDT) Subject: [rt-users] How to setting multiple email addresses on Request Tracker In-Reply-To: References: Message-ID: <32423515.post@talk.nabble.com> Hello Samuel: Maybe this link could help you: http://requesttracker.wikia.com/wiki/EmailInterface http://requesttracker.wikia.com/wiki/EmailInterface best regards john s. -- View this message in context: http://old.nabble.com/How-to-setting-multiple-email-addresses-on-Request-Tracker-tp32422983p32423515.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From trs at bestpractical.com Thu Sep 8 09:41:44 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 08 Sep 2011 09:41:44 -0400 Subject: [rt-users] RT 3.8.7 Forward Transaction or Ticket shows up as attachment rather than inline In-Reply-To: References: Message-ID: <4E68C618.6030507@bestpractical.com> On 09/07/2011 11:47 PM, Chris Herrmann wrote: > is there a way of making the forward transaction / ticket function > forward the content in the way that it was initially generated, rather > than as an attached eml file? So the text content of a transaction > should appear as inline text, and any attachments should appear as > attachments, rather than as attachments embedded within an attached email. > > Outlook opens up the attached files OK, but gmail won't, iphone won't etc. RT 4.0.2 improves the format of forwards. Tickets and transactions are still forwarded as an attachment, rather than inline, but in our testing the new format was handled much better by mail clients, including gmail. Inline forwarding is something we briefly discussed, but it's not planned at the moment. There are some questions to how it would work, especially formatting-wise when sending an entire ticket instead of a single transaction. > The other issue with the forwarded ticket is that the from address does > not pick up the queue address or "Chris via RT" with the correct email > address, rather it picks up the system default address. That should not be the case, even in 3.8.7. If the ForwardFromUser option is enabled, then the user's address will be used, otherwise the queue correspond address is used, and failing that, the system default correspond address. Thomas From fireskyer at gmx.de Thu Sep 8 10:03:41 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 8 Sep 2011 07:03:41 -0700 (PDT) Subject: [rt-users] Extension: Problem with PriorityasString Message-ID: <32423518.post@talk.nabble.com> Hello everybody RT: 3.8.9 OS: Ubuntu 10.04 LTS I have a problem with the following Extension: rt-extension-priorityasstring If i would like to see some Message on the Dasboard at the 10 highest Priority window Tab,the tab is still empty. So i tried to make an custom search with the conditions normal and high priority and set it on my RT default dasboard ... the same issue occurs nothing in the tab window. Could someone copy that or can give me an advice what it might be? best regards john s. -- View this message in context: http://old.nabble.com/Extension%3A-Problem-with-PriorityasString-tp32423518p32423518.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Thu Sep 8 11:11:02 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 8 Sep 2011 19:11:02 +0400 Subject: [rt-users] Extension: Problem with PriorityasString In-Reply-To: <32423518.post@talk.nabble.com> References: <32423518.post@talk.nabble.com> Message-ID: Hi, Search conditions are not extended by PriorityAsString. Query builder is extended, but in TicketSQL you still have to use numbers. So it's a missing feature. File a feature request into appropriate queue on rt.cpan.org. On Thu, Sep 8, 2011 at 6:03 PM, john s. wrote: > > Hello everybody > > RT: 3.8.9 > OS: Ubuntu 10.04 LTS > > > I have a problem with the following Extension: > rt-extension-priorityasstring > > If i would like to see some Message on the Dasboard at the 10 highest > Priority window Tab,the tab is still empty. > So i tried to make an custom search with the conditions normal and high > priority ?and set it on my RT default dasboard ... the same issue occurs > nothing in the tab window. > > > > > Could someone copy that or can give me an advice what it might be? > > best regards > > john s. > > > > -- > View this message in context: http://old.nabble.com/Extension%3A-Problem-with-PriorityasString-tp32423518p32423518.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ?September 26 & 27, 2011 > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From ruz at bestpractical.com Thu Sep 8 11:48:00 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 8 Sep 2011 19:48:00 +0400 Subject: [rt-users] iCAL error on screen In-Reply-To: <32405996.post@talk.nabble.com> References: <1302871923.16448.11.camel@luciano-dss> <20110415125202.GO25633@bestpractical.com> <1302887523.16448.28.camel@luciano-dss> <32324386.post@talk.nabble.com> <32405996.post@talk.nabble.com> Message-ID: find share/ lib/ -iname ical share/html/NoAuth/iCal On Tue, Sep 6, 2011 at 11:53 AM, john s. wrote: > > > Which code or module or code is repsonsible for generating the ical file? > > > best regards > > john s. > -- > View this message in context: http://old.nabble.com/iCAL-error-on-screen-tp31405431p32405996.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ?September 26 & 27, 2011 > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From CLasater at taleo.com Thu Sep 8 12:46:13 2011 From: CLasater at taleo.com (Christopher Lasater) Date: Thu, 8 Sep 2011 12:46:13 -0400 Subject: [rt-users] Queue AdminCC Message-ID: <23037DC22CE8C3428E7636883099F1AAA8F490A957@JXVXMP01.wwcorp.net> Hi, I have a queue scrip set up so that if a specific custom field is selected the tickets Queue will be changed to another Queue. This seems to be working well, but when the ticket is created the Scrip for Notify AdminCC on create does not seem to be using the new Queues AdminCC. I have checked the debug logs and the queue changing scrip runs before the Notify AdminCC scrip and after everything is done, the AdminCCs are correct, its just that the change is not finalized till all the Scrips are run. Is there a way to commit the change at the end of a scrip? Or a way to get around this? Christopher Lasater -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 475 bytes Desc: not available URL: From oconshaw at yahoo.com Thu Sep 8 12:46:36 2011 From: oconshaw at yahoo.com (Shawn O'Connor) Date: Thu, 8 Sep 2011 09:46:36 -0700 (PDT) Subject: [rt-users] Modify and Save existing Searches: Advanced Format Page Message-ID: <1315500396.18285.YahooMailClassic@web81407.mail.mud.yahoo.com> I'm using RT 4.02 and logged in as root. I'm trying to modify an existing search from the Advanced Edit Search page. Something simple like change the display Title from "subject" to subject1" -- just to see if it will work. I'm using the Advanced Edit Query view (from the Advanced link at the top of the page). No matter what I do I can't seem to get it to save the search. I load the query. Click on advanced. Under the format field I just change the subject title to "subject1". Click "Apply". I get returned to the main edit screen. Then click "update format and search". The query works and the format change is taken. I can click on "Edit Search" again to get back to the main edit page -- but the option to save the search isn't there (or rather update). If I click save it creates an unnamed search. If I click save and manually set the name to the name of the search I am trying to edit (just type it in) then I get two searches with the same name. How do I modify the search and save it if I go to the advanced edit page? As long as I don't go to the advanced page I can save changes all day long. Is this a bug, it's not intended to work that way, or am I doing something wrong? -- Thanks. From CLasater at taleo.com Thu Sep 8 12:53:49 2011 From: CLasater at taleo.com (Christopher Lasater) Date: Thu, 8 Sep 2011 12:53:49 -0400 Subject: [rt-users] Modify and Save existing Searches: Advanced Format Page In-Reply-To: <1315500396.18285.YahooMailClassic@web81407.mail.mud.yahoo.com> References: <1315500396.18285.YahooMailClassic@web81407.mail.mud.yahoo.com> Message-ID: <23037DC22CE8C3428E7636883099F1AAA8F490A970@JXVXMP01.wwcorp.net> I have the same issue, it seems like when you go to the advanced page and back the Saved Search Name is not populated anymore. This seems like a bug to me. I usually have to save the Search as a different name, delete the original, and then change the name of the new one to match the old. :( Chris -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Shawn O'Connor Sent: Thursday, September 08, 2011 12:47 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Modify and Save existing Searches: Advanced Format Page I'm using RT 4.02 and logged in as root. I'm trying to modify an existing search from the Advanced Edit Search page. Something simple like change the display Title from "subject" to subject1" -- just to see if it will work. I'm using the Advanced Edit Query view (from the Advanced link at the top of the page). No matter what I do I can't seem to get it to save the search. I load the query. Click on advanced. Under the format field I just change the subject title to "subject1". Click "Apply". I get returned to the main edit screen. Then click "update format and search". The query works and the format change is taken. I can click on "Edit Search" again to get back to the main edit page -- but the option to save the search isn't there (or rather update). If I click save it creates an unnamed search. If I click save and manually set the name to the name of the search I am trying to edit (just type it in) then I get two searches with the same name. How do I modify the search and save it if I go to the advanced edit page? As long as I don't go to the advanced page I can save changes all day long. Is this a bug, it's not intended to work that way, or am I doing something wrong? -- Thanks. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 475 bytes Desc: not available URL: From jnarins at seniorbridge.com Thu Sep 8 13:21:51 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Thu, 8 Sep 2011 13:21:51 -0400 Subject: [rt-users] Slowness with old browsers Message-ID: My company uses a lot of IE7. Rendering times for pages are much slower with RT4.0.2 than with RT3.8.8, which we were using last week. When I use IE8 or Chrome, it is fine. Does anyone have any ideas for reducing/eliminating some css or javascript that might help my users? Thanks in advance, Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Sep 8 13:22:43 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 8 Sep 2011 13:22:43 -0400 Subject: [rt-users] Modify and Save existing Searches: Advanced Format Page In-Reply-To: <23037DC22CE8C3428E7636883099F1AAA8F490A970@JXVXMP01.wwcorp.net> References: <1315500396.18285.YahooMailClassic@web81407.mail.mud.yahoo.com> <23037DC22CE8C3428E7636883099F1AAA8F490A970@JXVXMP01.wwcorp.net> Message-ID: <20110908172243.GE71957@jibsheet.com> On Thu, Sep 08, 2011 at 12:53:49PM -0400, Christopher Lasater wrote: > I have the same issue, it seems like when you go to the advanced page and back the Saved Search Name is not populated anymore. This seems like a bug to me. I usually have to save the Search as a different name, delete the original, and then change the name of the new one to match the old. :( There's an open ticket being worked for this issue http://issues.bestpractical.com/Ticket/Display.html?id=18001&user=guest&password=guest -kevin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Shawn O'Connor > Sent: Thursday, September 08, 2011 12:47 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Modify and Save existing Searches: Advanced Format Page > > I'm using RT 4.02 and logged in as root. I'm trying to modify an existing search from the Advanced Edit Search page. Something simple like change the display Title from "subject" to subject1" -- just to see if it will work. I'm using the Advanced Edit Query view (from the Advanced link at the top of the page). No matter what I do I can't seem to get it to save the search. > > I load the query. Click on advanced. Under the format field I just change the subject title to "subject1". Click "Apply". I get returned to the main edit screen. Then click "update format and search". The query works and the format change is taken. I can click on "Edit Search" again to get back to the main edit page -- but the option to save the search isn't there (or rather update). If I click save it creates an unnamed search. If I click save and manually set the name to the name of the search I am trying to edit (just type it in) then I get two searches with the same name. How do I modify the search and save it if I go to the advanced edit page? > > As long as I don't go to the advanced page I can save changes all day long. Is this a bug, it's not intended to work that way, or am I doing something wrong? -- Thanks. -------------- 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 Sep 8 13:26:25 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 8 Sep 2011 10:26:25 -0700 Subject: [rt-users] Queue AdminCC In-Reply-To: <23037DC22CE8C3428E7636883099F1AAA8F490A957@JXVXMP01.wwcorp.net> References: <23037DC22CE8C3428E7636883099F1AAA8F490A957@JXVXMP01.wwcorp.net> Message-ID: Christopher, I have a scrip that does the same thing and I ran into the same problem. This is how I resolved the issue: 1) Make sure your RT_SiteConfig.pm file has "TransactionBatch" turned on 2) Put all the code to change other fields, etc. in the "Prep Code" area 3) Put the code to change Queues in the "Cleanup Code" area. 4) Created a second scrip (to notify the AdminCc) that uses the same Condition as the first, but name it so that it will execute after the first one. I name all my Notification scrips with "Notify ..." but name all my other scrips (those that change CF's, ticket data, etc.) with a 1a thru 1d as a prefix. RT executes scrips in sequence by name. Hope this helps. Kenn LBNL On Thu, Sep 8, 2011 at 9:46 AM, Christopher Lasater wrote: > Hi,**** > > I have a queue scrip set up so that if a specific custom field is selected > the ticket?s Queue will be changed to another Queue. This seems to be > working well, but when the ticket is created the Scrip for Notify AdminCC on > create does not seem to be using the new Queue?s AdminCC. I have checked > the debug logs and the queue changing scrip runs before the Notify AdminCC > scrip and after everything is done, the AdminCC?s are correct, its just that > the change is not finalized till all the Scrips are run. **** > > ** ** > > Is there a way to commit the change at the end of a scrip? Or a way to get > around this?**** > > Christopher Lasater**** > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA ? September 26 & 27, 2011 > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Sep 8 13:33:50 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 Sep 2011 13:33:50 -0400 Subject: [rt-users] Slowness with old browsers In-Reply-To: References: Message-ID: <20110908173350.GL9995@bestpractical.com> On Thu, Sep 08, 2011 at 01:21:51PM -0400, Josh Narins wrote: > My company uses a lot of IE7. > > Rendering times for pages are much slower with RT4.0.2 than with RT3.8.8, which we were using last week. Just at a guess, you're running into issues around the corner rounding many people very much wanted. If you have a look through the list archives, you should find a discussion of how to disable the IE-specific corner rounding workaround as a first thing to test. From oconshaw at yahoo.com Thu Sep 8 13:42:45 2011 From: oconshaw at yahoo.com (Shawn O'Connor) Date: Thu, 8 Sep 2011 10:42:45 -0700 (PDT) Subject: [rt-users] Modify and Save existing Searches: Advanced Format Page In-Reply-To: <20110908172243.GE71957@jibsheet.com> Message-ID: <1315503765.6040.YahooMailClassic@web81405.mail.mud.yahoo.com> Well, at least its on the radar and I know I'm not going crazy. Thanks for the update. Also -- is there a workaround that you know of? Any idea when a fix will be available? Thanks again. --- On Thu, 9/8/11, Kevin Falcone wrote: > From: Kevin Falcone > Subject: Re: [rt-users] Modify and Save existing Searches: Advanced Format Page > To: rt-users at lists.bestpractical.com > Date: Thursday, September 8, 2011, 12:22 PM > On Thu, Sep 08, 2011 at 12:53:49PM > -0400, Christopher Lasater wrote: > > I have the same issue, it seems like when you go to > the advanced page and back the Saved Search Name is not > populated anymore.? This seems like a bug to me.? > I usually have to save the Search as a different name, > delete the original, and then change the name of the new one > to match the old.? :( > > There's an open ticket being worked for this issue > > http://issues.bestpractical.com/Ticket/Display.html?id=18001&user=guest&password=guest > > -kevin > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] > On Behalf Of Shawn O'Connor > > Sent: Thursday, September 08, 2011 12:47 PM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] Modify and Save existing Searches: > Advanced Format Page > > > > I'm using RT 4.02 and logged in as root.? I'm > trying to modify an existing search from the Advanced Edit > Search page.? Something simple like change the display > Title from "subject" to subject1" -- just to see if it will > work.? I'm using the Advanced Edit Query view (from the > Advanced link at the top of the page).? No matter what > I do I can't seem to get it to save the search. > > > > I load the query.? Click on advanced.? Under > the format field I just change the subject title to > "subject1".? Click "Apply".? I get returned to the > main edit screen.? Then click "update format and > search".? The query works and the format change is > taken.? I can click on "Edit Search" again to get back > to the main edit page -- but the option to save the search > isn't there (or rather update).? If I click save it > creates an unnamed search.? If I click save and > manually set the name to the name of the search I am trying > to edit (just type it in) then I get two searches with the > same name.? How do I modify the search and save it if I > go to the advanced edit page? > > > > As long as I don't go to the advanced page I can save > changes all day long.? Is this a bug, it's not intended > to work that way, or am I doing something wrong? -- Thanks. > > -----Inline Attachment Follows----- > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > *? Chicago, IL, USA ? September 26 & 27, 2011 > *? San Francisco, CA, USA ? October 18 & 19, > 2011 > *? Washington DC, USA ? October 31 & November 1, > 2011 > *? Melbourne VIC, Australia ? November 28 & 29, > 2011 > *? Barcelona, Spain ? November 28 & 29, > 2011 From jnarins at seniorbridge.com Thu Sep 8 14:17:23 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Thu, 8 Sep 2011 14:17:23 -0400 Subject: [rt-users] Slowness with old browsers In-Reply-To: <20110908173350.GL9995@bestpractical.com> References: <20110908173350.GL9995@bestpractical.com> Message-ID: > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Thursday, September 08, 2011 1:34 PM > > > On Thu, Sep 08, 2011 at 01:21:51PM -0400, Josh Narins wrote: > > My company uses a lot of IE7. > > > > Rendering times for pages are much slower with RT4.0.2 than with > > RT3.8.8, which we were using last week. > > Just at a guess, you're running into issues around the corner rounding > many people very much wanted. > If you have a look through the list archives, you should find a > discussion of how to disable the IE-specific corner rounding workaround > as a first thing to test. Thanks for the quick response. Looking through the archives it almost appears as if this were a problem with Firefox back when 3.8 first came around, but I can't see that there was anything about disabling it. My problem is with IE7, which had it disabled when 3.8 came out. For an example of a search I tried: corners site:lists.bestpractical.com/pipermail/rt-users Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnarins at seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From jblaine at kickflop.net Thu Sep 8 14:35:45 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Thu, 08 Sep 2011 14:35:45 -0400 Subject: [rt-users] One "fill in text" custom field acting different In-Reply-To: <4E4D4D7A.2050001@kickflop.net> References: <4E4D4D7A.2050001@kickflop.net> Message-ID: <4E690B01.30008@kickflop.net> If anyone has any ideas, I would greatly appreciate hearing them. I've spent a good amount of time trying to debug what is going on here and come up empty-handed so far. On 8/18/2011 1:35 PM, Jeff Blaine wrote: > RT 3.8.7 in production > RT 3.8.10 in development > > This has been a long-standing oddity. For a brand new > ticket, note the difference between the fill-in text > "AffectedEmployeeDetails" field below and the other > fill-in-text fields: > > ========================================================== > [-- Basics --] > > blah blah > blah blah > > [-- Custom Fields --] > > AffectedEmployeeNumbers: (no value) > AffectedEmployeeDetails: > Scope: (no value) > Details: (no value) > ========================================================== > > Can anyone explain that? We do absolutely nothing with > any of those fields at ticket-creation time. It's a > problem (minor) because the first time someone modifies > any field and saves, a bogus/confusing line appears as > a notice: > > * is no longer a value for AffectedEmployeeDetails > > Then, and only then, does AffectedEmployeeDetails show > as having (no value) like the others. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 > From falcone at bestpractical.com Thu Sep 8 14:55:21 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 8 Sep 2011 14:55:21 -0400 Subject: [rt-users] Modify and Save existing Searches: Advanced Format Page In-Reply-To: <1315503765.6040.YahooMailClassic@web81405.mail.mud.yahoo.com> References: <20110908172243.GE71957@jibsheet.com> <1315503765.6040.YahooMailClassic@web81405.mail.mud.yahoo.com> Message-ID: <20110908185521.GF71957@jibsheet.com> On Thu, Sep 08, 2011 at 10:42:45AM -0700, Shawn O'Connor wrote: > Well, at least its on the radar and I know I'm not going crazy. Thanks for the update. > Also -- is there a workaround that you know of? Any idea when a fix will be available? The only real workaround would be crafting your own requests in the query builder or editing the attribute at the perl level. There's an active branch. It'll be in 4.0.3 assuming it's approved for merge. -kevin > --- On Thu, 9/8/11, Kevin Falcone wrote: > > > From: Kevin Falcone > > Subject: Re: [rt-users] Modify and Save existing Searches: Advanced Format Page > > To: rt-users at lists.bestpractical.com > > Date: Thursday, September 8, 2011, 12:22 PM > > On Thu, Sep 08, 2011 at 12:53:49PM > > -0400, Christopher Lasater wrote: > > > I have the same issue, it seems like when you go to > > the advanced page and back the Saved Search Name is not > > populated anymore.? This seems like a bug to me.? > > I usually have to save the Search as a different name, > > delete the original, and then change the name of the new one > > to match the old.? :( > > > > There's an open ticket being worked for this issue > > > > http://issues.bestpractical.com/Ticket/Display.html?id=18001&user=guest&password=guest > > > > -kevin > > > > > -----Original Message----- > > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] > > On Behalf Of Shawn O'Connor > > > Sent: Thursday, September 08, 2011 12:47 PM > > > To: rt-users at lists.bestpractical.com > > > Subject: [rt-users] Modify and Save existing Searches: > > Advanced Format Page > > > > > > I'm using RT 4.02 and logged in as root.? I'm > > trying to modify an existing search from the Advanced Edit > > Search page.? Something simple like change the display > > Title from "subject" to subject1" -- just to see if it will > > work.? I'm using the Advanced Edit Query view (from the > > Advanced link at the top of the page).? No matter what > > I do I can't seem to get it to save the search. > > > > > > I load the query.? Click on advanced.? Under > > the format field I just change the subject title to > > "subject1".? Click "Apply".? I get returned to the > > main edit screen.? Then click "update format and > > search".? The query works and the format change is > > taken.? I can click on "Edit Search" again to get back > > to the main edit page -- but the option to save the search > > isn't there (or rather update).? If I click save it > > creates an unnamed search.? If I click save and > > manually set the name to the name of the search I am trying > > to edit (just type it in) then I get two searches with the > > same name.? How do I modify the search and save it if I > > go to the advanced edit page? > > > > > > As long as I don't go to the advanced page I can save > > changes all day long.? Is this a bug, it's not intended > > to work that way, or am I doing something wrong? -- Thanks. > > > > -----Inline Attachment Follows----- > > > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > *? Chicago, IL, USA ? September 26 & 27, 2011 > > *? San Francisco, CA, USA ? October 18 & 19, > > 2011 > > *? Washington DC, USA ? October 31 & November 1, > > 2011 > > *? Melbourne VIC, Australia ? November 28 & 29, > > 2011 > > *? Barcelona, Spain ? November 28 & 29, > > 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jim.lesinski at gmail.com Thu Sep 8 16:42:27 2011 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Thu, 8 Sep 2011 22:42:27 +0200 Subject: [rt-users] Custom field values based on queue? Message-ID: <3066D730-1594-41D3-9E45-058BD684C088@gmail.com> Is it possible to base custom field values on the queue? I see that you can have cascading drop down lists based on a previously selected custom field value. I'd like the same thing but starting at the queue level. Thanks, Jim Lesinski From falcone at bestpractical.com Thu Sep 8 17:14:44 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 8 Sep 2011 17:14:44 -0400 Subject: [rt-users] Custom field values based on queue? In-Reply-To: <3066D730-1594-41D3-9E45-058BD684C088@gmail.com> References: <3066D730-1594-41D3-9E45-058BD684C088@gmail.com> Message-ID: <20110908211444.GG71957@jibsheet.com> On Thu, Sep 08, 2011 at 10:42:27PM +0200, Jim Lesinski wrote: > Is it possible to base custom field values on the queue? I see that > you can have cascading drop down lists based on a previously > selected custom field value. I'd like the same thing but starting at > the queue level. Custom Fields can be assigned on a queue vs global basis, so just create one for each queue with different values. They're allowed to have the same name in each queue, but you may find it a bit confusing if you're writing code around it and forget to specify a queue. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From CLasater at taleo.com Thu Sep 8 17:20:51 2011 From: CLasater at taleo.com (Christopher Lasater) Date: Thu, 8 Sep 2011 17:20:51 -0400 Subject: [rt-users] Unprivileged Users Change password Message-ID: <23037DC22CE8C3428E7636883099F1AAA8F490AB42@JXVXMP01.wwcorp.net> Hi, Not sure if this is a bug, but if I have an LDAP user imported, they have the option to change their password, while the Privileged Users do not. This is kind of unusual because you can create a local account with one password and your ldap be different and you can log in with either. The only bad side effect with this is that if the LDAP account is disabled then they can still access RT with the second password. RT 4.0.2 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 475 bytes Desc: not available URL: From falcone at bestpractical.com Thu Sep 8 17:30:19 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 8 Sep 2011 17:30:19 -0400 Subject: [rt-users] Unprivileged Users Change password In-Reply-To: <23037DC22CE8C3428E7636883099F1AAA8F490AB42@JXVXMP01.wwcorp.net> References: <23037DC22CE8C3428E7636883099F1AAA8F490AB42@JXVXMP01.wwcorp.net> Message-ID: <20110908213019.GH71957@jibsheet.com> On Thu, Sep 08, 2011 at 05:20:51PM -0400, Christopher Lasater wrote: > Not sure if this is a bug, but if I have an LDAP user imported, they have the > option to change their password, while the Privileged Users do not. This is kind of unusual > because you can create a local account with one password and your ldap be different and you > can log in with either. The only bad side effect with this is that if the LDAP account is > disabled then they can still access RT with the second password. > > RT 4.0.2 This is actually a property of RT-Authen-ExternalAuth, not RT. It could hide that field for Unprivileged users, but you may want to just remove the ModifySelf right from Unprivileged and only grant it to Privileged. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jim.lesinski at gmail.com Thu Sep 8 17:55:49 2011 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Thu, 8 Sep 2011 23:55:49 +0200 Subject: [rt-users] Custom field values based on queue? In-Reply-To: <20110908211444.GG71957@jibsheet.com> References: <3066D730-1594-41D3-9E45-058BD684C088@gmail.com> <20110908211444.GG71957@jibsheet.com> Message-ID: Ok that seems odd to me. How do you distinguish the field then if you want to access it via API or other methods like controls by email? Maybe the description can be used to determine the field In the ui? Thanks, Jim Lesinski On Sep 8, 2011, at 11:14 PM, Kevin Falcone wrote: > On Thu, Sep 08, 2011 at 10:42:27PM +0200, Jim Lesinski wrote: >> Is it possible to base custom field values on the queue? I see that >> you can have cascading drop down lists based on a previously >> selected custom field value. I'd like the same thing but starting at >> the queue level. > > Custom Fields can be assigned on a queue vs global basis, so just > create one for each queue with different values. > > They're allowed to have the same name in each queue, but you may find > it a bit confusing if you're writing code around it and forget to > specify a queue. > > -kevin > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA ? September 26 & 27, 2011 > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 From kfcrocker at lbl.gov Thu Sep 8 18:33:58 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 8 Sep 2011 15:33:58 -0700 Subject: [rt-users] Custom field values based on queue? In-Reply-To: References: <3066D730-1594-41D3-9E45-058BD684C088@gmail.com> <20110908211444.GG71957@jibsheet.com> Message-ID: Jim, What we do when we have a CF that needs different values per Queue is put the Queue Name in the Category Field of the CF and then when someone wants to select, they select the Category first, then they see a smaller list to select from based oin that Category/Queue Id. I'm not sure if this is what you're looking for, but it's a thought. Hope it helps. Kenn LBNL On Thu, Sep 8, 2011 at 2:55 PM, Jim Lesinski wrote: > Ok that seems odd to me. How do you distinguish the field then if you want > to access it via API or other methods like controls by email? > > Maybe the description can be used to determine the field > In the ui? > > Thanks, > Jim Lesinski > > On Sep 8, 2011, at 11:14 PM, Kevin Falcone > wrote: > > > On Thu, Sep 08, 2011 at 10:42:27PM +0200, Jim Lesinski wrote: > >> Is it possible to base custom field values on the queue? I see that > >> you can have cascading drop down lists based on a previously > >> selected custom field value. I'd like the same thing but starting at > >> the queue level. > > > > Custom Fields can be assigned on a queue vs global basis, so just > > create one for each queue with different values. > > > > They're allowed to have the same name in each queue, but you may find > > it a bit confusing if you're writing code around it and forget to > > specify a queue. > > > > -kevin > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Chicago, IL, USA ? September 26 & 27, 2011 > > * San Francisco, CA, USA ? October 18 & 19, 2011 > > * Washington DC, USA ? October 31 & November 1, 2011 > > * Melbourne VIC, Australia ? November 28 & 29, 2011 > > * Barcelona, Spain ? November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Sep 8 20:57:37 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 8 Sep 2011 20:57:37 -0400 Subject: [rt-users] Custom field values based on queue? In-Reply-To: References: <3066D730-1594-41D3-9E45-058BD684C088@gmail.com> <20110908211444.GG71957@jibsheet.com> Message-ID: <20110909005737.GI71957@jibsheet.com> On Thu, Sep 08, 2011 at 11:55:49PM +0200, Jim Lesinski wrote: > Ok that seems odd to me. How do you distinguish the field then if you want to access it via API or other methods like controls by email? RT::CustomField->LoadByName is documented to expect a Queue, you can read about it in the perldoc. Extensions should load the CF off the ticket's queue. -kevin > Maybe the description can be used to determine the field > In the ui? > > Thanks, > Jim Lesinski > > On Sep 8, 2011, at 11:14 PM, Kevin Falcone wrote: > > > On Thu, Sep 08, 2011 at 10:42:27PM +0200, Jim Lesinski wrote: > >> Is it possible to base custom field values on the queue? I see that > >> you can have cascading drop down lists based on a previously > >> selected custom field value. I'd like the same thing but starting at > >> the queue level. > > > > Custom Fields can be assigned on a queue vs global basis, so just > > create one for each queue with different values. > > > > They're allowed to have the same name in each queue, but you may find > > it a bit confusing if you're writing code around it and forget to > > specify a queue. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From sam.ferdian at gmail.com Fri Sep 9 00:52:26 2011 From: sam.ferdian at gmail.com (Samuel Ferdian) Date: Fri, 9 Sep 2011 11:52:26 +0700 Subject: [rt-users] How to setting multiple email addresses on Request Tracker In-Reply-To: <892593C9CA8E25458C440A63DDC6774D209B05C2@DG-HEXMBX02.daisy.group> References: <892593C9CA8E25458C440A63DDC6774D209B05C2@DG-HEXMBX02.daisy.group> Message-ID: Hi Roy, I am using getmail to get email. Here is the configuration of getmail (i am using CentOs): ================================================================== [retriever] type = SimplePOP3SSLRetriever server = pop.gmail.com username = xxx at gmail.com password = xxx [destination] type = MDA_external path = /opt/rt4/bin/rt-mailgate user = samuel group = samuel arguments = ("--url", "http://localhost/rt4/", "--queue", "General", "--action", "correspond",) [options] read_all = false delete_after = 8 verbose = 2 ==================================================================== I save that config file in /home/samuel/.getmail/getmail.rtgmail Then i setup cron job to get mail every 15 minutes : getmail -r /home/samuel/.getmail/getmail.rtgmail If i want to add one or more email address to this config to create ticket by mail, how steps should be taken ?? Best Regards, Samuel On Thu, Sep 8, 2011 at 8:16 PM, Raed El-Hames < Raed.El-Hames at daisygroupplc.com> wrote: > How did you set up your RT mail, exim , fetchmail ?? **** > > Have a look at > http://requesttracker.wikia.com/wiki/ItsFinallyInstalledNowWhat for more > information.**** > > ** ** > > Regards;**** > > Roy**** > > ** ** > > ** ** > > ** ** > > *Visit our website today **www.daisygroupplc.com* > * > * > Registered Office: Daisy House, Lindred Road Business Park, Nelson, > Lancashire BB9 5SR > Company Registration Number: 4145329 | VAT Number: 722471355 > > Daisy Communications Limited is a company registered in England and Wales. > > *DISCLAIMER > ** > This email (including any attachments) is strictly confidential and may > also be legally privileged. If the recipient has received this email in > error please notify the sender and do not read, print, re-transmit, store or > act in reliance on the email or its attachments and immediately delete this > email and its attachments from the recipient?s system. Daisy Communications > Limited cannot accept liability for any breaches of confidence arising > through use of email. Employees of Daisy Communications Limited are > expressly required not to make any defamatory statements and not to infringe > or authorise any infringement of copyright or any other legal right by email > communications. Any such communication is contrary to the company?s policy > and outside the scope of the employment of the individual concerned. Daisy > Communications Limited will not accept any liability in respect of such a > communication, and the employee responsible will be personally liable for > any damages or other liability arising. > > If you are the intended recipient of this email please ensure that neither > the email nor any attachments are copied to third parties outside your > organisation or saved without the written permission of the sender. In the > event of any unauthorised copying or forwarding, the recipient will be > required to indemnify Daisy Communications Limited against any claim for > loss or damage caused by any viruses or otherwise. > > WARNING: Computer viruses can be transmitted by email. The recipient should > check this email and any attachments for the presence of viruses. Daisy > Communications Limited accepts no liability for any damage caused by any > virus transmitted by this email or any attachments. * > > *NOTICE TO CUSTOMERS * > > *If you have ordered a telephone number from Daisy Communications Limited > (non-geographic or new line installation) please do NOT arrange for any form > of advertising until the number is live and tested.*** > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Samuel Ferdian > *Sent:* 08 September 2011 12:39 > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] How to setting multiple email addresses on Request > Tracker**** > > ** ** > > Hi there, **** > > Introduce i am a newbie on RT, i want to ask if i want to set up multiple > email on RT instance.**** > > I was installed one RT instance on a server, then i want to set up multiple > email address to create ticket by email.**** > > e.g: **** > > 1. email1 at gmail.com, **** > > 2. email2 at gmail.com,**** > > 3. email3 at gmail.com**** > > ** ** > > So each of email can be set to one queue that i have.**** > > ** ** > > How steps steps should be taken to this all happen on my server ?**** > > ** ** > > Thank You.**** > > -- Regards, samuelferdian http://www.samuelferdian.co.cc/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From sales at rise-against.eu Fri Sep 9 05:08:40 2011 From: sales at rise-against.eu (Christian Bauer) Date: Fri, 9 Sep 2011 11:08:40 +0200 Subject: [rt-users] Costum Condition AdminCC Notification Message-ID: <003f01cc6ed0$117a9180$346fb480$@rise-against.eu> Hello there. Maybe you can help me with this issue. I want RT only to send AdminCC Notifications on ticket create if the client is not equal to the owner. I need it because, if an admin creates a ticket on his own behalf, the other admins should not be notified. Thank you in advance Cheers Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From Raed.El-Hames at daisygroupplc.com Fri Sep 9 05:53:19 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Fri, 9 Sep 2011 09:53:19 +0000 Subject: [rt-users] How to setting multiple email addresses on Request Tracker In-Reply-To: References: <892593C9CA8E25458C440A63DDC6774D209B05C2@DG-HEXMBX02.daisy.group> Message-ID: <892593C9CA8E25458C440A63DDC6774D209B0BC3@DG-HEXMBX02.daisy.group> Samuel, I must admit I know little about getmail, but assuming the xxx at gmail.com alias creates tickets in the General queue then I would guess you can configure it as: [retriever] type = SimplePOP3SSLRetriever server = pop.gmail.com username = xxx at gmail.com password = xxx [destination] type = MDA_external path = /opt/rt4/bin/rt-mailgate user = samuel group = samuel arguments = ("--url", "http://localhost/rt4/", "--queue", "General", "--action", "correspond",) [options] read_all = false delete_after = 8 verbose = 2 #============================ [retriever] type = SimplePOP3SSLRetriever server = pop.gmail.com username = queue1_name at gmail.com password = xxx [destination] type = MDA_external path = /opt/rt4/bin/rt-mailgate user = samuel group = samuel arguments = ("--url", "http://localhost/rt4/", "--queue", "queue1_name", "--action", "correspond",) [options] read_all = false delete_after = 8 verbose = 2 #============================ [retriever] type = SimplePOP3SSLRetriever server = pop.gmail.com username = queue2_name at gmail.com password = xxx [destination] type = MDA_external path = /opt/rt4/bin/rt-mailgate user = samuel group = samuel arguments = ("--url", "http://localhost/rt4/", "--queue", "queue2_name", "--action", "correspond",) [options] read_all = false delete_after = 8 verbose = 2 #================== Note the changes in arguments section for each username. Hope that helps; Regards, Roy [cid:image5c8566.GIF at 47c2cbd5.46b3ac9d] Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient?s system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company?s policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liability arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. From: Samuel Ferdian [mailto:sam.ferdian at gmail.com] Sent: 09 September 2011 05:52 To: Raed El-Hames Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] How to setting multiple email addresses on Request Tracker Hi Roy, I am using getmail to get email. Here is the configuration of getmail (i am using CentOs): ================================================================== [retriever] type = SimplePOP3SSLRetriever server = pop.gmail.com username = xxx at gmail.com password = xxx [destination] type = MDA_external path = /opt/rt4/bin/rt-mailgate user = samuel group = samuel arguments = ("--url", "http://localhost/rt4/", "--queue", "General", "--action", "correspond",) [options] read_all = false delete_after = 8 verbose = 2 ==================================================================== I save that config file in /home/samuel/.getmail/getmail.rtgmail Then i setup cron job to get mail every 15 minutes : getmail -r /home/samuel/.getmail/getmail.rtgmail If i want to add one or more email address to this config to create ticket by mail, how steps should be taken ?? Best Regards, Samuel On Thu, Sep 8, 2011 at 8:16 PM, Raed El-Hames > wrote: How did you set up your RT mail, exim , fetchmail ?? Have a look at http://requesttracker.wikia.com/wiki/ItsFinallyInstalledNowWhat for more information. Regards; Roy Error! Filename not specified. Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient?s system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company?s policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liability arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Samuel Ferdian Sent: 08 September 2011 12:39 To: rt-users at lists.bestpractical.com Subject: [rt-users] How to setting multiple email addresses on Request Tracker Hi there, Introduce i am a newbie on RT, i want to ask if i want to set up multiple email on RT instance. I was installed one RT instance on a server, then i want to set up multiple email address to create ticket by email. e.g: 1. email1 at gmail.com, 2. email2 at gmail.com, 3. email3 at gmail.com So each of email can be set to one queue that i have. How steps steps should be taken to this all happen on my server ? Thank You. -- Regards, samuelferdian http://www.samuelferdian.co.cc/ -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image5c8566.GIF Type: image/gif Size: 11131 bytes Desc: image5c8566.GIF URL: From Raed.El-Hames at daisygroupplc.com Fri Sep 9 06:10:16 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Fri, 9 Sep 2011 10:10:16 +0000 Subject: [rt-users] Costum Condition AdminCC Notification In-Reply-To: <003f01cc6ed0$117a9180$346fb480$@rise-against.eu> References: <003f01cc6ed0$117a9180$346fb480$@rise-against.eu> Message-ID: <892593C9CA8E25458C440A63DDC6774D209B0C30@DG-HEXMBX02.daisy.group> Chris, I would guess client == Requestor? I would disable the scrip On Create notify AdminCC and create a new one with Action Notify Admin but with User defined condition. Your condition code will depend how you can distinguish that the requestor is not a member of the admincc group, for example if you expect the requestors to be from a different domain to your admin cc you can try; If ($self->TransactionObj->Type eq ?Create? and $self->TicketObj->Requestors->MemberEmailAddressesAsString !~ /your_admincc_\@domain/) { return 1; } else { return undef; } Roy [cid:image76a71f.GIF at 4a6e17ec.45ab3aa4] Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. 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From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christian Bauer Sent: 09 September 2011 10:09 To: rt-users at lists.bestpractical.com Subject: [rt-users] Costum Condition AdminCC Notification Hello there. Maybe you can help me with this issue. I want RT only to send AdminCC Notifications on ticket create if the client is not equal to the owner. I need it because, if an admin creates a ticket on his own behalf, the other admins should not be notified. Thank you in advance Cheers Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image76a71f.GIF Type: image/gif Size: 11131 bytes Desc: image76a71f.GIF URL: From ruz at bestpractical.com Fri Sep 9 06:30:50 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 9 Sep 2011 14:30:50 +0400 Subject: [rt-users] Costum Condition AdminCC Notification In-Reply-To: <003f01cc6ed0$117a9180$346fb480$@rise-against.eu> References: <003f01cc6ed0$117a9180$346fb480$@rise-against.eu> Message-ID: Hi, On Create, but creator is not owner: my $txn = self->TransactionObj; return 0 unless $txn->Type eq 'Create'; return 0 if $txn->Creator == $self->TicketObj->Owner; return 1; On Fri, Sep 9, 2011 at 1:08 PM, Christian Bauer wrote: > Hello there. > > > > Maybe you can help me with this issue. > > I want RT only to send AdminCC Notifications on ticket create if the client > is not equal to the owner. > > > > I need it because, if an admin creates a ticket on his own behalf, the other > admins should not be? notified. > > > > Thank you in advance > > > > Cheers > > Chris > > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ? September 26 & 27, 2011 > * ?San Francisco, CA, USA ? October 18 & 19, 2011 > * ?Washington DC, USA ? October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ? November 28 & 29, 2011 > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From SJC at qvii.com Fri Sep 9 09:38:04 2011 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Fri, 9 Sep 2011 09:38:04 -0400 Subject: [rt-users] Clarifying custom field attachments Message-ID: <4DD6AB329450D847913EA76D7F3C6B830FD14150@valkyrie.ogp.qvii.com> Can someone help clarify using custom fields? I'm playing around with RT and don't get what attaching custom fields to anything other than a Ticket gets you. I've created a few custom queues and have created custom fields to appear in their tickets, but I always create a custom field that relates to a Ticket & then select which queues it should apply to. What am I missing? Steve Cena -------------- next part -------------- An HTML attachment was scrubbed... URL: From CLasater at taleo.com Fri Sep 9 10:09:22 2011 From: CLasater at taleo.com (Christopher Lasater) Date: Fri, 9 Sep 2011 10:09:22 -0400 Subject: [rt-users] Unprivileged Users Change password In-Reply-To: <20110908213019.GH71957@jibsheet.com> References: <23037DC22CE8C3428E7636883099F1AAA8F490AB42@JXVXMP01.wwcorp.net> <20110908213019.GH71957@jibsheet.com> Message-ID: <23037DC22CE8C3428E7636883099F1AAA8F490ACE1@JXVXMP01.wwcorp.net> Hey Kevin, Is Modify Self supposed to grant the Unprivileged user the ability to change their information? All I have is the password for them -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, September 08, 2011 5:30 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Unprivileged Users Change password On Thu, Sep 08, 2011 at 05:20:51PM -0400, Christopher Lasater wrote: > Not sure if this is a bug, but if I have an LDAP user imported, they have the > option to change their password, while the Privileged Users do not. This is kind of unusual > because you can create a local account with one password and your ldap be different and you > can log in with either. The only bad side effect with this is that if the LDAP account is > disabled then they can still access RT with the second password. > > RT 4.0.2 This is actually a property of RT-Authen-ExternalAuth, not RT. It could hide that field for Unprivileged users, but you may want to just remove the ModifySelf right from Unprivileged and only grant it to Privileged. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 475 bytes Desc: not available URL: From rgm at ast.cam.ac.uk Fri Sep 9 10:34:28 2011 From: rgm at ast.cam.ac.uk (Richard McMahon) Date: Fri, 9 Sep 2011 15:34:28 +0100 (BST) Subject: [rt-users] search for tickets with Date or Told Not set Message-ID: Hello, I would like to search for tickets with Last Contact: Not set. i.e Told = 'Not set' or Told IS NULL in the query builder. Neither of the above return any tickets. This is an issues in RT 3.8 and I can reproduce the issues with the demo sites that run 4.0 and 4.2. The issue is part of specific query which is intended to check for tickets which have not had requestor contact for a week. i.e. Told < '-7 days' The above does not return the ticket where there has been no contact with the requestor by the owner since Last Contact: Not set I have searched this list, wiki and google without success. Thanks Richard From falcone at bestpractical.com Fri Sep 9 11:11:49 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 9 Sep 2011 11:11:49 -0400 Subject: [rt-users] Clarifying custom field attachments In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B830FD14150@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B830FD14150@valkyrie.ogp.qvii.com> Message-ID: <20110909151149.GJ71957@jibsheet.com> On Fri, Sep 09, 2011 at 09:38:04AM -0400, Cena, Stephen (ext. 300) wrote: > Can someone help clarify using custom fields? I'm playing around with RT and don't get what > attaching custom fields to anything other than a Ticket gets you. I've created a few custom > queues and have created custom fields to appear in their tickets, but I always create a custom > field that relates to a Ticket & then select which queues it should apply to. Make one for users, click on Applies To and apply it globally and then go edit a user. It's similar for queues or groups. Article CFs are discussed in the 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 Fri Sep 9 11:13:57 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 9 Sep 2011 11:13:57 -0400 Subject: [rt-users] Unprivileged Users Change password In-Reply-To: <23037DC22CE8C3428E7636883099F1AAA8F490ACE1@JXVXMP01.wwcorp.net> References: <23037DC22CE8C3428E7636883099F1AAA8F490AB42@JXVXMP01.wwcorp.net> <20110908213019.GH71957@jibsheet.com> <23037DC22CE8C3428E7636883099F1AAA8F490ACE1@JXVXMP01.wwcorp.net> Message-ID: <20110909151357.GK71957@jibsheet.com> On Fri, Sep 09, 2011 at 10:09:22AM -0400, Christopher Lasater wrote: > Is Modify Self supposed to grant the Unprivileged user the ability to change their information? All I have is the password for them The only thing an Unprivileged user can change is their password. Giving them ModifySelf when you have an external password store isn't really useful. -kevin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: Thursday, September 08, 2011 5:30 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Unprivileged Users Change password > > On Thu, Sep 08, 2011 at 05:20:51PM -0400, Christopher Lasater wrote: > > Not sure if this is a bug, but if I have an LDAP user imported, they have the > > option to change their password, while the Privileged Users do not. This is kind of unusual > > because you can create a local account with one password and your ldap be different and you > > can log in with either. The only bad side effect with this is that if the LDAP account is > > disabled then they can still access RT with the second password. > > > > RT 4.0.2 > > This is actually a property of RT-Authen-ExternalAuth, not RT. > It could hide that field for Unprivileged users, but you may want to just remove the ModifySelf right from Unprivileged and only grant it to Privileged. -------------- 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 Sep 9 11:21:34 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 9 Sep 2011 11:21:34 -0400 Subject: [rt-users] search for tickets with Date or Told Not set In-Reply-To: References: Message-ID: <20110909152134.GL71957@jibsheet.com> On Fri, Sep 09, 2011 at 03:34:28PM +0100, Richard McMahon wrote: > Hello, > > I would like to search for tickets with Last Contact: Not > set. i.e Told = 'Not set' or Told IS NULL in the query builder. > > Neither of the above return any tickets. This is an issues in RT 3.8 > and I can reproduce the issues with the demo sites that run 4.0 and > 4.2. > > The issue is part of specific query which is intended to check for > tickets which have not had requestor contact for a week. > > i.e. Told < '-7 days' > > The above does not return the ticket where there has been no > contact with the requestor by the owner since Last Contact: Not set > > I have searched this list, wiki and google without success. As I believe I mentioned on #rt when you asked this question, the TicketSQL parser only accepts a few operators on Date fields. die "Invalid Date Op: $op" unless $op =~ /^(=|>|<|>=|<=)$/; If you read your logs, you should be seeing: [Fri Sep 9 15:19:08 2011] [error]: Invalid Date Op: IS You can file a feature request in the bug tracker: http://bestpractical.com/rt/issues.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 admin at lctn.org Fri Sep 9 11:28:29 2011 From: admin at lctn.org (Raymond Norton) Date: Fri, 09 Sep 2011 10:28:29 -0500 Subject: [rt-users] SQL syntax error when creating database Message-ID: <4E6A309D.3030209@lctn.org> I am getting the following error when attempting to create the database: sudo /usr/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your mysql instance on localhost as root Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: localhost Name: User: rtuser DBA: root Now creating a mysql database for RT. Couldn't finish 'create' step. ERROR: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '' at line 1 From falcone at bestpractical.com Fri Sep 9 11:39:14 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 9 Sep 2011 11:39:14 -0400 Subject: [rt-users] SQL syntax error when creating database In-Reply-To: <4E6A309D.3030209@lctn.org> References: <4E6A309D.3030209@lctn.org> Message-ID: <20110909153914.GM71957@jibsheet.com> On Fri, Sep 09, 2011 at 10:28:29AM -0500, Raymond Norton wrote: > I am getting the following error when attempting to create the database: It appears you're using one of the packaged versions of RT? You also didn't include an RT version or a mysql version. You may get more information out of RT by setting Set($LogToScreen, 'debug') in your RT_SiteConfig.pm -kevin > > sudo /usr/sbin/rt-setup-database --action init --dba root > --prompt-for-dba-password > In order to create or update your RT database, this script needs to > connect to your mysql instance on localhost as root > Please specify that user's database password below. If the user has > no database > password, just press return. > > Password: > Working with: > Type: mysql > Host: localhost > Name: > User: rtuser > DBA: root > Now creating a mysql database for RT. > Couldn't finish 'create' step. > > ERROR: You have an error in your SQL syntax; check the manual that > corresponds to your MySQL server version for the right syntax to use > near '' at line 1 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kfcrocker at lbl.gov Fri Sep 9 12:22:19 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 9 Sep 2011 09:22:19 -0700 Subject: [rt-users] Costum Condition AdminCC Notification In-Reply-To: <003f01cc6ed0$117a9180$346fb480$@rise-against.eu> References: <003f01cc6ed0$117a9180$346fb480$@rise-against.eu> Message-ID: Christian, Just any client or only when the client is an AdminCc AND the Owner? Kenn LBNL On Fri, Sep 9, 2011 at 2:08 AM, Christian Bauer wrote: > Hello there.**** > > ** ** > > Maybe you can help me with this issue.**** > > I want RT only to send AdminCC Notifications on ticket create if the client > is not equal to the owner.**** > > ** ** > > I need it because, if an admin creates a ticket on his own behalf, the > other admins should not be notified.**** > > ** ** > > Thank you in advance**** > > ** ** > > Cheers**** > > Chris**** > > ** ** > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA ? September 26 & 27, 2011 > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Sep 9 12:30:19 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 9 Sep 2011 09:30:19 -0700 Subject: [rt-users] Custom field values based on queue? In-Reply-To: References: <3066D730-1594-41D3-9E45-058BD684C088@gmail.com> <20110908211444.GG71957@jibsheet.com> Message-ID: Jim, I have a Custom Field named "Work-State". It is used by many, many Queues. Not all Queues have the same processes that would be defined in "Work-State", therefore, each Queue can distinguish THEIR values in "Work-State" by making them all part of a category that is different that the others. In this case, they use their Queue Name as the Category. So, the CF "Work-State" has several Queues using a different set of values differentiated by the category (their Queue Name). Simple, right? LOL. Here's an example: sort field name(value) descript category 10 In-Progress GL 20 On Hold GL 110 Waiting for Req AP 120 Waiting for Decision AP When in a TIcket, the display screen/page offers the user a chance to select the category. SO let's select "AP". The only values I will then see will be the "Waiting ..." values. Does that make it a little clearer? Kenn LBNL On Fri, Sep 9, 2011 at 7:12 AM, Jim Lesinski wrote: > Sorry about that last email. I pulled the trigger too quickly! > > So do you mean you have one custom field that is the same as the queue name > and base the other custom field on this? Or does the custom field actually > use the queue name? > > Thanks, > Jim > > On Thu, Sep 8, 2011 at 6:33 PM, Kenneth Crocker wrote: > >> Jim, >> >> >> What we do when we have a CF that needs different values per Queue is put >> the Queue Name in the Category Field of the CF and then when someone wants >> to select, they select the Category first, then they see a smaller list to >> select from based oin that Category/Queue Id. >> >> I'm not sure if this is what you're looking for, but it's a thought. >> >> Hope it helps. >> >> Kenn >> LBNL >> >> >> On Thu, Sep 8, 2011 at 2:55 PM, Jim Lesinski wrote: >> >>> Ok that seems odd to me. How do you distinguish the field then if you >>> want to access it via API or other methods like controls by email? >>> >>> Maybe the description can be used to determine the field >>> In the ui? >>> >>> Thanks, >>> Jim Lesinski >>> >>> On Sep 8, 2011, at 11:14 PM, Kevin Falcone >>> wrote: >>> >>> > On Thu, Sep 08, 2011 at 10:42:27PM +0200, Jim Lesinski wrote: >>> >> Is it possible to base custom field values on the queue? I see that >>> >> you can have cascading drop down lists based on a previously >>> >> selected custom field value. I'd like the same thing but starting at >>> >> the queue level. >>> > >>> > Custom Fields can be assigned on a queue vs global basis, so just >>> > create one for each queue with different values. >>> > >>> > They're allowed to have the same name in each queue, but you may find >>> > it a bit confusing if you're writing code around it and forget to >>> > specify a queue. >>> > >>> > -kevin >>> > -------- >>> > RT Training Sessions (http://bestpractical.com/services/training.html) >>> > * Chicago, IL, USA ? September 26 & 27, 2011 >>> > * San Francisco, CA, USA ? October 18 & 19, 2011 >>> > * Washington DC, USA ? October 31 & November 1, 2011 >>> > * Melbourne VIC, Australia ? November 28 & 29, 2011 >>> > * Barcelona, Spain ? November 28 & 29, 2011 >>> -------- >>> RT Training Sessions (http://bestpractical.com/services/training.html) >>> * Chicago, IL, USA September 26 & 27, 2011 >>> * San Francisco, CA, USA October 18 & 19, 2011 >>> * Washington DC, USA October 31 & November 1, 2011 >>> * Melbourne VIC, Australia November 28 & 29, 2011 >>> * Barcelona, Spain November 28 & 29, 2011 >>> >> >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Chicago, IL, USA ? September 26 & 27, 2011 >> * San Francisco, CA, USA ? October 18 & 19, 2011 >> * Washington DC, USA ? October 31 & November 1, 2011 >> * Melbourne VIC, Australia ? November 28 & 29, 2011 >> * Barcelona, Spain ? November 28 & 29, 2011 >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From CLasater at taleo.com Fri Sep 9 13:47:42 2011 From: CLasater at taleo.com (Christopher Lasater) Date: Fri, 9 Sep 2011 13:47:42 -0400 Subject: [rt-users] Unprivileged Users Change password In-Reply-To: <20110909151357.GK71957@jibsheet.com> References: <23037DC22CE8C3428E7636883099F1AAA8F490AB42@JXVXMP01.wwcorp.net> <20110908213019.GH71957@jibsheet.com> <23037DC22CE8C3428E7636883099F1AAA8F490ACE1@JXVXMP01.wwcorp.net> <20110909151357.GK71957@jibsheet.com> Message-ID: <23037DC22CE8C3428E7636883099F1AAA8F490AE5C@JXVXMP01.wwcorp.net> Ok, thanks. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, September 09, 2011 11:14 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Unprivileged Users Change password On Fri, Sep 09, 2011 at 10:09:22AM -0400, Christopher Lasater wrote: > Is Modify Self supposed to grant the Unprivileged user the ability to > change their information? All I have is the password for them The only thing an Unprivileged user can change is their password. Giving them ModifySelf when you have an external password store isn't really useful. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 475 bytes Desc: not available URL: From ruz at bestpractical.com Fri Sep 9 17:20:53 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 10 Sep 2011 01:20:53 +0400 Subject: [rt-users] Custom field values based on queue? In-Reply-To: <20110909005737.GI71957@jibsheet.com> References: <3066D730-1594-41D3-9E45-058BD684C088@gmail.com> <20110908211444.GG71957@jibsheet.com> <20110909005737.GI71957@jibsheet.com> Message-ID: What Kevin describes works. However, search by such CFs is slow if you don't qualify queue in TicketSQL. Yes, there is a long form of query where you define not only CF name, but also queue of the CF. Such setup is used in RTIR for State custom field that is going to be replaced by lifecycles. Another way is to implement custom CF type, but this involves programming. Regards, Ruslan. From phone. 09.09.2011 4:58 ???????????? "Kevin Falcone" ???????: > On Thu, Sep 08, 2011 at 11:55:49PM +0200, Jim Lesinski wrote: >> Ok that seems odd to me. How do you distinguish the field then if you want to access it via API or other methods like controls by email? > > RT::CustomField->LoadByName is documented to expect a Queue, you can > read about it in the perldoc. > > Extensions should load the CF off the ticket's queue. > > -kevin > >> Maybe the description can be used to determine the field >> In the ui? >> >> Thanks, >> Jim Lesinski >> >> On Sep 8, 2011, at 11:14 PM, Kevin Falcone wrote: >> >> > On Thu, Sep 08, 2011 at 10:42:27PM +0200, Jim Lesinski wrote: >> >> Is it possible to base custom field values on the queue? I see that >> >> you can have cascading drop down lists based on a previously >> >> selected custom field value. I'd like the same thing but starting at >> >> the queue level. >> > >> > Custom Fields can be assigned on a queue vs global basis, so just >> > create one for each queue with different values. >> > >> > They're allowed to have the same name in each queue, but you may find >> > it a bit confusing if you're writing code around it and forget to >> > specify a queue. -------------- next part -------------- An HTML attachment was scrubbed... URL: From tibbs at math.uh.edu Sat Sep 10 02:09:51 2011 From: tibbs at math.uh.edu (Jason L Tibbitts III) Date: Sat, 10 Sep 2011 01:09:51 -0500 Subject: [rt-users] Can't revoke a right; skip cleaning up invalid delegations? Message-ID: My 'Privileged' group has been assigned 'DelegateRights' and 'SuperUser'. This bonehead move went unnoticed as originally only two people used the system for a single queue, but now lots of others want to use the system and of course everybody can do and see anything. Attempting to remove either of those privileges results an error 'Right could not be revoked'. The following is logged in the httpd/error_log: [warning]: User not loaded. (/usr/share/perl5/RT/User_Overlay.pm:1555) Now, I note that the above error comes from the _CleanupInvalidDelegations function. The two privileges are special due to this code in ACE_Overlay.pm: # If we're revoking delegation rights (see above), we may need to # revoke all rights delegated by the recipient. if ($val and ($self->RightName() eq 'DelegateRights' or $self->RightName() eq 'SuperUser')) { $val = $self->PrincipalObj->_CleanupInvalidDelegations( InsideTransaction => 1 ); } _CleanupInvalidDelegations simply bails immediately because $self->Id isn't set: unless ( $self->Id ) { $RT::Logger->warning("User not loaded."); return (undef); } I'm honestly not sure how this is supposed to work; I haven't unraveled enough of the code to figure it all out. How could Id not be set there? Now, I get that revoking someone's superuser access should undo any privileges those people happened to grant. But I really just want a way out of the current situation, and can go through the users one by one and remove things manually if indeed that actually happened. So, a couple of questions: Has anyone actually found a solution to this issue? I see it asked several times in the list archives but I could find no solution. What would actually blow up if I just commented out the call to _CleanupInvalidDelegations? Will the delegations somehow make the system explode, or is this just something that's suppose to ensure that nobody has superuser access who shouldn't? I don't think a few invalid delegations are a problem for my use case, though I guess if I could find them I could just clean them up manually. Any tips, hints, or (of course) outright solutions would be great. Oh, I'm running 3.8.8+patches currently. I could bump to 3.8.10 if anyone thinks it would help. - J< From ruz at bestpractical.com Mon Sep 12 03:44:38 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 12 Sep 2011 11:44:38 +0400 Subject: [rt-users] Queue AdminCC In-Reply-To: References: <23037DC22CE8C3428E7636883099F1AAA8F490A957@JXVXMP01.wwcorp.net> Message-ID: Changing any objects in preparation section is incorrect. Regards, Ruslan. From phone. 08.09.2011 21:27 ???????????? "Kenneth Crocker" ???????: > Christopher, > > I have a scrip that does the same thing and I ran into the same problem. > This is how I resolved the issue: > > 1) Make sure your RT_SiteConfig.pm file has "TransactionBatch" turned on > 2) Put all the code to change other fields, etc. in the "Prep Code" area > 3) Put the code to change Queues in the "Cleanup Code" area. > 4) Created a second scrip (to notify the AdminCc) that uses the same > Condition as the first, but name it so that it will execute after the first > one. > > I name all my Notification scrips with "Notify ..." but name all my other > scrips (those that change CF's, ticket data, etc.) with a 1a thru 1d as a > prefix. RT executes scrips in sequence by name. > > Hope this helps. > > > Kenn > LBNL > > > On Thu, Sep 8, 2011 at 9:46 AM, Christopher Lasater wrote: > >> Hi,**** >> >> I have a queue scrip set up so that if a specific custom field is selected >> the ticket?s Queue will be changed to another Queue. This seems to be >> working well, but when the ticket is created the Scrip for Notify AdminCC on >> create does not seem to be using the new Queue?s AdminCC. I have checked >> the debug logs and the queue changing scrip runs before the Notify AdminCC >> scrip and after everything is done, the AdminCC?s are correct, its just that >> the change is not finalized till all the Scrips are run. **** >> >> ** ** >> >> Is there a way to commit the change at the end of a scrip? Or a way to get >> around this?**** >> >> Christopher Lasater**** >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Chicago, IL, USA ? September 26 & 27, 2011 >> * San Francisco, CA, USA ? October 18 & 19, 2011 >> * Washington DC, USA ? October 31 & November 1, 2011 >> * Melbourne VIC, Australia ? November 28 & 29, 2011 >> * Barcelona, Spain ? November 28 & 29, 2011 >> -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Sep 12 11:32:17 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 12 Sep 2011 11:32:17 -0400 Subject: [rt-users] Can't revoke a right; skip cleaning up invalid delegations? In-Reply-To: References: Message-ID: <20110912153217.GN71957@jibsheet.com> On Sat, Sep 10, 2011 at 01:09:51AM -0500, Jason L Tibbitts III wrote: > My 'Privileged' group has been assigned 'DelegateRights' and > 'SuperUser'. This bonehead move went unnoticed as originally only two > people used the system for a single queue, but now lots of others want > to use the system and of course everybody can do and see anything. > > Attempting to remove either of those privileges results an error 'Right > could not be revoked'. The following is logged in the httpd/error_log: You should give rt-validator a try before removing code. Also, we've removed Delegations in RT4 which greatly simplified this codepath. -kevin > [warning]: User not loaded. (/usr/share/perl5/RT/User_Overlay.pm:1555) > > Now, I note that the above error comes from the > _CleanupInvalidDelegations function. The two privileges are special due > to this code in ACE_Overlay.pm: > > # If we're revoking delegation rights (see above), we may need to > # revoke all rights delegated by the recipient. > if ($val and ($self->RightName() eq 'DelegateRights' or > $self->RightName() eq 'SuperUser')) { > $val = $self->PrincipalObj->_CleanupInvalidDelegations( InsideTransaction => 1 ); > } > > _CleanupInvalidDelegations simply bails immediately because $self->Id > isn't set: > > unless ( $self->Id ) { > $RT::Logger->warning("User not loaded."); > return (undef); > } > > I'm honestly not sure how this is supposed to work; I haven't unraveled > enough of the code to figure it all out. How could Id not be set there? > > Now, I get that revoking someone's superuser access should undo any > privileges those people happened to grant. But I really just want a way > out of the current situation, and can go through the users one by one > and remove things manually if indeed that actually happened. > > So, a couple of questions: > > Has anyone actually found a solution to this issue? I see it asked > several times in the list archives but I could find no solution. > > What would actually blow up if I just commented out the call to > _CleanupInvalidDelegations? Will the delegations somehow make the > system explode, or is this just something that's suppose to ensure that > nobody has superuser access who shouldn't? I don't think a few invalid > delegations are a problem for my use case, though I guess if I could > find them I could just clean them up manually. > > Any tips, hints, or (of course) outright solutions would be great. > > Oh, I'm running 3.8.8+patches currently. I could bump to 3.8.10 if > anyone thinks it would help. > > - J< > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------------- 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 Mon Sep 12 11:51:32 2011 From: vadud3 at gmail.com (Asif Iqbal) Date: Mon, 12 Sep 2011 11:51:32 -0400 Subject: [rt-users] refresh page to 5 mins Message-ID: How do I make the Refresh page default to "Refresh this page every 5 mins" for my profile and for global setting? -- 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 Mon Sep 12 12:09:37 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 12 Sep 2011 09:09:37 -0700 Subject: [rt-users] Queue AdminCC In-Reply-To: References: <23037DC22CE8C3428E7636883099F1AAA8F490A957@JXVXMP01.wwcorp.net> Message-ID: Ruslan, Please explain why. I have tons of code that does this and they all seem to work. Kenn LBNL On Mon, Sep 12, 2011 at 12:44 AM, Ruslan Zakirov wrote: > Changing any objects in preparation section is incorrect. > > Regards, Ruslan. From phone. > 08.09.2011 21:27 ???????????? "Kenneth Crocker" > ???????: > > > Christopher, > > > > I have a scrip that does the same thing and I ran into the same problem. > > This is how I resolved the issue: > > > > 1) Make sure your RT_SiteConfig.pm file has "TransactionBatch" turned on > > 2) Put all the code to change other fields, etc. in the "Prep Code" area > > 3) Put the code to change Queues in the "Cleanup Code" area. > > 4) Created a second scrip (to notify the AdminCc) that uses the same > > Condition as the first, but name it so that it will execute after the > first > > one. > > > > I name all my Notification scrips with "Notify ..." but name all my other > > scrips (those that change CF's, ticket data, etc.) with a 1a thru 1d as a > > prefix. RT executes scrips in sequence by name. > > > > Hope this helps. > > > > > > Kenn > > LBNL > > > > > > On Thu, Sep 8, 2011 at 9:46 AM, Christopher Lasater >wrote: > > > >> Hi,**** > >> > >> I have a queue scrip set up so that if a specific custom field is > selected > >> the ticket's Queue will be changed to another Queue. This seems to be > >> working well, but when the ticket is created the Scrip for Notify > AdminCC on > >> create does not seem to be using the new Queue's AdminCC. I have checked > >> the debug logs and the queue changing scrip runs before the Notify > AdminCC > >> scrip and after everything is done, the AdminCC's are correct, its just > that > >> the change is not finalized till all the Scrips are run. **** > >> > >> ** ** > >> > >> Is there a way to commit the change at the end of a scrip? Or a way to > get > >> around this?**** > >> > >> Christopher Lasater**** > >> > >> -------- > >> RT Training Sessions (http://bestpractical.com/services/training.html) > >> * Chicago, IL, USA -- September 26 & 27, 2011 > >> * San Francisco, CA, USA -- October 18 & 19, 2011 > >> * Washington DC, USA -- October 31 & November 1, 2011 > >> * Melbourne VIC, Australia -- November 28 & 29, 2011 > >> * Barcelona, Spain -- November 28 & 29, 2011 > >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From CLasater at taleo.com Mon Sep 12 12:55:42 2011 From: CLasater at taleo.com (Christopher Lasater) Date: Mon, 12 Sep 2011 12:55:42 -0400 Subject: [rt-users] refresh page to 5 mins In-Reply-To: References: Message-ID: <23037DC22CE8C3428E7636883099F1AAA8F49B2A75@JXVXMP01.wwcorp.net> On a per user basis you can go to the Options area (Logged in as -> settings -> options) and change it there, Globally you need to add the setting to RT_SiteConfig the perldoc for RT_config says: $HomePageRefreshInterval $HomePageRefreshInterval is default number of seconds to refresh the RT home page. Choose from [0, 120, 300, 600, 1200, 3600, 7200]. Set ($HomePageRefreshInterval, 300); #5 min refresh by default Chris -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 471 bytes Desc: not available URL: From oconshaw at yahoo.com Mon Sep 12 13:50:05 2011 From: oconshaw at yahoo.com (Shawn O'Connor) Date: Mon, 12 Sep 2011 10:50:05 -0700 (PDT) Subject: [rt-users] new display types for select-value custom fields: dropdown, radio list, and checklist Message-ID: <1315849805.11651.YahooMailClassic@web81402.mail.mud.yahoo.com> I recently upgraded from RT 3.8.8 to RT 4.02. I'd like to use one of the new custom fields, "radio list" but I can't find it or any of the new field types listed (dropdown, radio list, checklist -although I do see the new date and IP address fields). Did something not get upgraded correctly or am I just missing it somewhere? --Thanks. From falcone at bestpractical.com Mon Sep 12 13:59:15 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 12 Sep 2011 13:59:15 -0400 Subject: [rt-users] new display types for select-value custom fields: dropdown, radio list, and checklist In-Reply-To: <1315849805.11651.YahooMailClassic@web81402.mail.mud.yahoo.com> References: <1315849805.11651.YahooMailClassic@web81402.mail.mud.yahoo.com> Message-ID: <20110912175915.GO71957@jibsheet.com> On Mon, Sep 12, 2011 at 10:50:05AM -0700, Shawn O'Connor wrote: > I recently upgraded from RT 3.8.8 to RT 4.02. I'd like to use one of > the new custom fields, "radio list" but I can't find it or any of the > new field types listed (dropdown, radio list, checklist -although I do > see the new date and IP address fields). Did something not get > upgraded correctly or am I just missing it somewhere? After you create the CF as select one value, you'll get an extra dropdown of Render Type to choose from. List should show up as radio list for select ones and checkboxes for select many. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From dud at avalontel.com Mon Sep 12 14:27:23 2011 From: dud at avalontel.com (William F. Dudley Jr.) Date: Mon, 12 Sep 2011 14:27:23 -0400 Subject: [rt-users] help getting RT to autoreply ticket to the submitter Message-ID: <4E6E4F0B.80001@avalontel.com> Hi, New to RT, have 4.0.2 installed (Red Hat Linux). We want new tickets to generate an email to the submitter (who can be a random email account) as well as to the normal team. In Tools -> Global -> Scrips we have: (script 16) Descrition: On Create Stage: TransactionCreate Condition: On Create Action: Notify Requestors and Ccs Template: Autoreply New ticket announcements go to the team but not to the submitter. What are we missing here? Thanks, Bill Dudley Avalon Telecom From vadud3 at gmail.com Mon Sep 12 14:54:55 2011 From: vadud3 at gmail.com (Asif Iqbal) Date: Mon, 12 Sep 2011 14:54:55 -0400 Subject: [rt-users] refresh page to 5 mins In-Reply-To: <23037DC22CE8C3428E7636883099F1AAA8F49B2A74@JXVXMP01.wwcorp.net> References: <23037DC22CE8C3428E7636883099F1AAA8F49B2A74@JXVXMP01.wwcorp.net> Message-ID: On Mon, Sep 12, 2011 at 12:55 PM, Christopher Lasater wrote: > On a per user basis you can go to the Options area (Logged in as -> ?settings -> options) and change it there, ?Globally you need to add the setting to RT_SiteConfig the perldoc Hmm.. do not see anything in my settings related to that. for RT_config says: > > $HomePageRefreshInterval > ? ? ? ? ? $HomePageRefreshInterval is default number of seconds to refresh the RT home page. Choose from [0, 120, 300, 600, 1200, 3600, 7200]. thanks for this. I will just play with this global settings. I guess I will need to restart apache for the change to take into effect? > > Set ($HomePageRefreshInterval, 300); #5 min refresh by default > > ? ? ? ?Chris > -- 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 vadud3 at gmail.com Mon Sep 12 14:54:00 2011 From: vadud3 at gmail.com (Asif Iqbal) Date: Mon, 12 Sep 2011 14:54:00 -0400 Subject: [rt-users] refresh page to 5 mins In-Reply-To: <23037DC22CE8C3428E7636883099F1AAA8F49B2A74@JXVXMP01.wwcorp.net> References: <23037DC22CE8C3428E7636883099F1AAA8F49B2A74@JXVXMP01.wwcorp.net> Message-ID: On Mon, Sep 12, 2011 at 12:55 PM, Christopher Lasater wrote: > On a per user basis you can go to the Options area (Logged in as -> ?settings -> options) and change it there, ?Globally you need to add the setting to RT_SiteConfig the perldoc Hmm.. do not see anything in my settings related to that. for RT_config says: > > $HomePageRefreshInterval > ? ? ? ? ? $HomePageRefreshInterval is default number of seconds to refresh the RT home page. Choose from [0, 120, 300, 600, 1200, 3600, 7200]. thanks for this. I will just play with this global settings. I guess I will need to restart apache for the change to take into effect? > > Set ($HomePageRefreshInterval, 300); #5 min refresh by default > > ? ? ? ?Chris > -- 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 CLasater at taleo.com Mon Sep 12 15:01:23 2011 From: CLasater at taleo.com (Christopher Lasater) Date: Mon, 12 Sep 2011 15:01:23 -0400 Subject: [rt-users] refresh page to 5 mins In-Reply-To: References: <23037DC22CE8C3428E7636883099F1AAA8F49B2A74@JXVXMP01.wwcorp.net> Message-ID: <23037DC22CE8C3428E7636883099F1AAA8F49B2B58@JXVXMP01.wwcorp.net> I believe so, if you have apache 2.2 you can just do a graceful restart and not impact anyone -----Original Message----- From: Asif Iqbal [mailto:vadud3 at gmail.com] Sent: Monday, September 12, 2011 2:54 PM To: Christopher Lasater Cc: rt-users Users Subject: Re: [rt-users] refresh page to 5 mins On Mon, Sep 12, 2011 at 12:55 PM, Christopher Lasater wrote: > On a per user basis you can go to the Options area (Logged in as -> ?settings -> options) and change it there, ?Globally you need to add the setting to RT_SiteConfig the perldoc Hmm.. do not see anything in my settings related to that. for RT_config says: > > $HomePageRefreshInterval > ? ? ? ? ? $HomePageRefreshInterval is default number of seconds to refresh the RT home page. Choose from [0, 120, 300, 600, 1200, 3600, 7200]. thanks for this. I will just play with this global settings. I guess I will need to restart apache for the change to take into effect? > > Set ($HomePageRefreshInterval, 300); #5 min refresh by default > > ? ? ? ?Chris > -- 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: PGP.sig Type: application/pgp-signature Size: 475 bytes Desc: not available URL: From falcone at bestpractical.com Mon Sep 12 15:20:20 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 12 Sep 2011 15:20:20 -0400 Subject: [rt-users] help getting RT to autoreply ticket to the submitter In-Reply-To: <4E6E4F0B.80001@avalontel.com> References: <4E6E4F0B.80001@avalontel.com> Message-ID: <20110912192020.GP71957@jibsheet.com> On Mon, Sep 12, 2011 at 02:27:23PM -0400, William F. Dudley Jr. wrote: > > We want new tickets to generate an email to the submitter (who can be > a random email account) as well as to the normal team. > > In Tools -> Global -> Scrips we have: > > (script 16) > Descrition: On Create > Stage: TransactionCreate > Condition: On Create > Action: Notify Requestors and Ccs > Template: Autoreply > > New ticket announcements go to the team but not to the submitter. > > What are we missing here? RT ships with an On Create Autoreply to Requestors scrip Did you disable that? I suspect you're running afoul of $NotifyActor while testing with your Scrip. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From admin at lctn.org Mon Sep 12 15:23:04 2011 From: admin at lctn.org (Raymond Norton) Date: Mon, 12 Sep 2011 14:23:04 -0500 Subject: [rt-users] SQL syntax error when creating database In-Reply-To: <20110909153914.GM71957@jibsheet.com> References: <4E6A309D.3030209@lctn.org> <20110909153914.GM71957@jibsheet.com> Message-ID: <4E6E5C18.8010409@lctn.org> Yes, I am attempting to install packaged version 3.8 for Ubuntu on 11.04 64 bit mysql Ver 14.14 Distrib 5.1.54, for debian-linux-gnu (x86_64) using readline 6.2 LogToScreen did not provide anymore verbose error messages. > It appears you're using one of the packaged versions of RT? > You also didn't include an RT version or a mysql version. > > You may get more information out of RT by setting > Set($LogToScreen, 'debug') in your RT_SiteConfig.pm > > -kevin > From dud at avalontel.com Mon Sep 12 17:00:14 2011 From: dud at avalontel.com (William F. Dudley Jr.) Date: Mon, 12 Sep 2011 17:00:14 -0400 Subject: [rt-users] help getting RT to autoreply ticket to the submitter In-Reply-To: <20110912192020.GP71957@jibsheet.com> References: <4E6E4F0B.80001@avalontel.com> <20110912192020.GP71957@jibsheet.com> Message-ID: <4E6E72DE.7090907@avalontel.com> On 09/12/2011 03:20 PM, Kevin Falcone wrote: > On Mon, Sep 12, 2011 at 02:27:23PM -0400, William F. Dudley Jr. wrote: >> >> We want new tickets to generate an email to the submitter (who can be >> a random email account) as well as to the normal team. >> >> In Tools -> Global -> Scrips we have: >> >> (script 16) >> Descrition: On Create >> Stage: TransactionCreate >> Condition: On Create >> Action: Notify Requestors and Ccs >> Template: Autoreply >> >> New ticket announcements go to the team but not to the submitter. >> >> What are we missing here? > > RT ships with an On Create Autoreply to Requestors scrip > Did you disable that? I suspect you're running afoul of $NotifyActor > while testing with your Scrip. > > -kevin > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) I have enabled AutoReply to the requestors for "on Create" and it only sends to the requestor but not the CC watchers. I have confirmed that the cc watchers user permissions (under global user rights) all have permission to "sign up as a ticket requestor or ticket or queue Cc" Also I have tried setting the action for On Create to "Notify Requestors and CC's as Comment" and it has the opposite effect, it sends to the CC watchers but not the requestor . However when On Resolve is set to "Notify Requestors and CC's as Comment" and a ticket is resolved it sends to both the requestors and CC watchers. So why doesn?t that same action work for On create but does for On resolve? Thanks, Bill Dudley From falcone at bestpractical.com Mon Sep 12 17:27:40 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 12 Sep 2011 17:27:40 -0400 Subject: [rt-users] help getting RT to autoreply ticket to the submitter In-Reply-To: <4E6E72DE.7090907@avalontel.com> References: <4E6E4F0B.80001@avalontel.com> <20110912192020.GP71957@jibsheet.com> <4E6E72DE.7090907@avalontel.com> Message-ID: <20110912212740.GQ71957@jibsheet.com> On Mon, Sep 12, 2011 at 05:00:14PM -0400, William F. Dudley Jr. wrote: > On 09/12/2011 03:20 PM, Kevin Falcone wrote: > >On Mon, Sep 12, 2011 at 02:27:23PM -0400, William F. Dudley Jr. wrote: > >> > >>We want new tickets to generate an email to the submitter (who can be > >>a random email account) as well as to the normal team. > >> > >>In Tools -> Global -> Scrips we have: > >> > >>(script 16) > >>Descrition: On Create > >>Stage: TransactionCreate > >>Condition: On Create > >>Action: Notify Requestors and Ccs > >>Template: Autoreply > >> > >>New ticket announcements go to the team but not to the submitter. > >> > >>What are we missing here? > > > >RT ships with an On Create Autoreply to Requestors scrip > >Did you disable that? I suspect you're running afoul of $NotifyActor > >while testing with your Scrip. > > I have enabled AutoReply to the requestors for "on Create" and it > only sends to the requestor but not the CC watchers. I have confirmed > that the cc watchers user permissions (under global user rights) all > have permission to "sign up as a ticket requestor or ticket or queue Cc" > > Also I have tried setting the action for On Create to "Notify > Requestors and CC's as Comment" and it has the opposite effect, it > sends to the CC watchers but not the requestor . However when On > Resolve is set to "Notify Requestors and CC's as Comment" and a > ticket is resolved it sends to both the requestors and CC watchers. > So why doesn?t that same action work for On create but does for On resolve? You really don't want to send As Comment to people who are not staff. As I mentioned in the first email, I suspect you're not getting mail to the Requestor because of your NotifyActor setting. After checking your NotifyActor setting, you may need to step back and tell us what you're trying to achieve. -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 Sep 12 18:02:33 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 12 Sep 2011 18:02:33 -0400 Subject: [rt-users] SQL syntax error when creating database In-Reply-To: <4E6E5C18.8010409@lctn.org> References: <4E6A309D.3030209@lctn.org> <20110909153914.GM71957@jibsheet.com> <4E6E5C18.8010409@lctn.org> Message-ID: <20110912220233.GR71957@jibsheet.com> On Mon, Sep 12, 2011 at 02:23:04PM -0500, Raymond Norton wrote: > Yes, I am attempting to install packaged version 3.8 for Ubuntu on > 11.04 64 bit > mysql Ver 14.14 Distrib 5.1.54, for debian-linux-gnu (x86_64) using > readline 6.2 > > LogToScreen did not provide anymore verbose error messages. Don't the ubuntu packages create the database for you? BTW your command output implies that your DatabaseName is unset. Presumably that's because you stopped the package install partway through and don't have a full config? -kevin > >It appears you're using one of the packaged versions of RT? > >You also didn't include an RT version or a mysql version. > > > >You may get more information out of RT by setting > >Set($LogToScreen, 'debug') in your RT_SiteConfig.pm -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From bartelt at slac.stanford.edu Mon Sep 12 18:20:01 2011 From: bartelt at slac.stanford.edu (John Bartelt) Date: Mon, 12 Sep 2011 15:20:01 -0700 (PDT) Subject: [rt-users] CloneTicket ext. with RT 3.6.11 In-Reply-To: References: Message-ID: I've just been playing with the "CloneTicket-WithData" extension with our test server, running RT 3.6.11. One puzzle: why do the Pretask, Clone and Posttask links appear _twice_ in each email in the ticket history? That is, the action list is now: [Reply][Comment][Pretask][Clone][Posttask][Pretask][Clone][Posttask] In the blue bar at the top, Pretask, Clone and Posttask only appear once. Any help or pointer to further documentation appreciated. John Bartelt SLAC National Accelerator Laboratory From bartelt at slac.stanford.edu Mon Sep 12 19:49:48 2011 From: bartelt at slac.stanford.edu (John Bartelt) Date: Mon, 12 Sep 2011 16:49:48 -0700 (PDT) Subject: [rt-users] CloneTicket ext. with RT 3.6.11 In-Reply-To: References: Message-ID: Well, I found a fix. I reverted to the original version of Ticket/Elements/ShowTransaction . I guess some of these mods were already applied to the later 3.6 releases? John Bartelt bartelt at SLAC.Stanford.edu SLAC National Accelerator Laboratory From gilbert at dido.ca Mon Sep 12 20:13:25 2011 From: gilbert at dido.ca (Gilbert Rebeiro) Date: Mon, 12 Sep 2011 20:13:25 -0400 Subject: [rt-users] script to notify owner on comment Message-ID: <4E6EA025.7080609@dido.ca> Hi, When someone else (not the owner) from the support team puts a comment on the ticket we would like the owner to get an email with the comment. RT4 Thanks, Gilbert From fireskyer at gmx.de Tue Sep 13 02:58:36 2011 From: fireskyer at gmx.de (john s.) Date: Mon, 12 Sep 2011 23:58:36 -0700 (PDT) Subject: [rt-users] ICAL-Error Message In-Reply-To: <32422932.post@talk.nabble.com> References: <32421407.post@talk.nabble.com> <4E68910E.50103@eve-team.com> <32422932.post@talk.nabble.com> Message-ID: <32453473.post@talk.nabble.com> > you might get more help if you provided the error message. > Gerard > or which error message you mean ? best regards john s. -- View this message in context: http://old.nabble.com/ICAL-Error-tp32421407p32453473.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From wdutoit at greyhighschool.com Tue Sep 13 04:14:53 2011 From: wdutoit at greyhighschool.com (Warren du Toit) Date: Tue, 13 Sep 2011 10:14:53 +0200 Subject: [rt-users] White screen when logging it RT 3.8.6 Message-ID: <6C9DE2F9BA437B44982F140A441DECB0365162AC35@ghs-exchange-be.ghs.local> Hi There, Two days ago I was working within RT as I do on a daily basis and I noticed that the 'Owners' had disappeared. My attempt at fixing this, I rebooted the Server where RT is hosted. The next time I logged on, I got a blank white screen and so does any other user logging in. Could you please provide me with a solution to this problem? Much appreciated, Warren du Toit IT Support Engineer GREY HIGH SCHOOL Port Elizabeth [cid:image001.jpg at 01CC71FD.76415740] Tel: +27 (0) 41 374 3300 College Drive Mill Park Port Elizabeth South Africa 6001 Private Bag X0002 GREENACRES 6057 Direct Tel: +27 (0) 41 392 7634 Fax: +27 (0) 41 373 1096 wdutoit at greyhighschool.com www.greyhighschool.com ##################################################################################### This e-mail message has been scanned for Viruses and Content and cleared by MailMarshal ##################################################################################### ******************************************************************** This e-mail and any file attachments transmitted with it are intended solely for the addressee(s)and may be legally privileged and/or confidential. If you have received this e-mail in error please advise the sender by reply e-mail and destroy all copies of the original message (including any attachments). If you are not the addressee, you may not disclose, copy, distribute or take any action based on the contents hereof. Any unauthorised use or disclosure is prohibited and may be unlawful. The views and opinions expressed in this e-mail message are, unless otherwise stated, those of the author and not those of Grey High School or its management. If you require further clarification of our policy, please refer to our website: www.greyhighschool.com ******************************************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 2063 bytes Desc: image001.jpg URL: From mark at good-stuff.co.uk Tue Sep 13 04:37:21 2011 From: mark at good-stuff.co.uk (Mark Goodge) Date: Tue, 13 Sep 2011 09:37:21 +0100 Subject: [rt-users] White screen when logging it RT 3.8.6 In-Reply-To: <6C9DE2F9BA437B44982F140A441DECB0365162AC35@ghs-exchange-be.ghs.local> References: <6C9DE2F9BA437B44982F140A441DECB0365162AC35@ghs-exchange-be.ghs.local> Message-ID: <4E6F1641.1020104@good-stuff.co.uk> On 13/09/2011 09:14, Warren du Toit wrote: > Hi There, > > Two days ago I was working within RT as I do on a daily basis and I > noticed that the ?Owners? had disappeared. > > My attempt at fixing this, I rebooted the Server where RT is hosted. > > The next time I logged on, I got a blank white screen and so does any > other user logging in. > > Could you please provide me with a solution to this problem? Sounds like a corrupted MySQL database. You'll need to use your preferred MySQL administration system (eg, phpMyAdmin, MysqlFront, HeidiSQL, or the command line) to check for corrupted tables and repair them. Mark -- Sent from my Babbage Difference Engine http://mark.goodge.co.uk http://www.ratemysupermarket.com From indrekpaas at gmail.com Tue Sep 13 06:19:36 2011 From: indrekpaas at gmail.com (Indrek Paas) Date: Tue, 13 Sep 2011 13:19:36 +0300 Subject: [rt-users] RT4.0.2 Branded Queue Message-ID: Hi, I have been trying to get BrandedQueues to work with RT4 on Debian. Got the extension installed but when I activate in RT_SiteConfig.pm and issue Apache restart I get: # /etc/init.d/apache2 restart Restarting web server: apache2[Tue Sep 13 10:12:34 2011] [warning]: (in cleanup) Error while loading /opt/rt4/sbin/rt-server: Can't locate object method "new" via package "RT::CurrentUser" at /opt/rt4/sbin/../lib/RT/Handle.pm line 239. (/opt/rt4/sbin/../lib/RT.pm:342) ... waiting [Tue Sep 13 10:12:35 2011] [warning]: (in cleanup) Error while loading /opt/rt4/sbin/rt-server: Can't locate object method "new" via package "RT::CurrentUser" at /opt/rt4/sbin/../lib/RT/Handle.pm line 239. (/opt/rt4/sbin/../lib/RT.pm:342) When I comment out the line: use RT::Extension::BrandedQueues; Apache starts and RT is back. I have been going through articles from Google and old posts in mailing list. All were pointing to this extension and I didn't find anything that would suggest that queue branding is built into RT4. Regards, IndrekP. From sam.ferdian at gmail.com Tue Sep 13 07:25:59 2011 From: sam.ferdian at gmail.com (Samuel Ferdian) Date: Tue, 13 Sep 2011 18:25:59 +0700 Subject: [rt-users] How to setting multiple email addresses on Request Tracker In-Reply-To: <892593C9CA8E25458C440A63DDC6774D209B0BC3@DG-HEXMBX02.daisy.group> References: <892593C9CA8E25458C440A63DDC6774D209B05C2@DG-HEXMBX02.daisy.group> <892593C9CA8E25458C440A63DDC6774D209B0BC3@DG-HEXMBX02.daisy.group> Message-ID: Thank you Roy, i already set that way and now the multiple email address is work on my RT instance. Regards, Samuel On Fri, Sep 9, 2011 at 4:53 PM, Raed El-Hames < Raed.El-Hames at daisygroupplc.com> wrote: > Samuel,**** > > ** ** > > I must admit I know little about getmail, but assuming the xxx at gmail.comalias creates tickets in the General queue then I would guess you can > configure it as:**** > > ** ** > > [retriever]**** > > type = SimplePOP3SSLRetriever**** > > server = pop.gmail.com**** > > username = xxx at gmail.com**** > > password = xxx**** > > ** ** > > [destination]**** > > type = MDA_external**** > > path = /opt/rt4/bin/rt-mailgate**** > > user = samuel**** > > group = samuel**** > > arguments = ("--url", "http://localhost/rt4/", "--queue", "General", > "--action", "correspond",)**** > > ** ** > > [options]**** > > read_all = false**** > > delete_after = 8**** > > verbose = 2**** > > #============================**** > > [retriever]**** > > type = SimplePOP3SSLRetriever**** > > server = pop.gmail.com**** > > username = queue1_name at gmail.com**** > > password = xxx**** > > ** ** > > [destination]**** > > type = MDA_external**** > > path = /opt/rt4/bin/rt-mailgate**** > > user = samuel**** > > group = samuel**** > > arguments = ("--url", "http://localhost/rt4/", "--queue", "queue1_name", > "--action", "correspond",)**** > > ** ** > > [options]**** > > read_all = false**** > > delete_after = 8**** > > verbose = 2**** > > #============================**** > > [retriever]**** > > type = SimplePOP3SSLRetriever**** > > server = pop.gmail.com**** > > username = queue2_name at gmail.com**** > > password = xxx**** > > ** ** > > [destination]**** > > type = MDA_external**** > > path = /opt/rt4/bin/rt-mailgate**** > > user = samuel**** > > group = samuel**** > > arguments = ("--url", "http://localhost/rt4/", "--queue", "queue2_name", > "--action", "correspond",)**** > > ** ** > > [options]**** > > read_all = false**** > > delete_after = 8**** > > verbose = 2**** > > #==================**** > > ** ** > > Note the changes in arguments section for each username.**** > > ** ** > > Hope that helps;**** > > ** ** > > Regards,**** > > Roy**** > > ** ** > > *Visit our website today **www.daisygroupplc.com* > * > * > Registered Office: Daisy House, Lindred Road Business Park, Nelson, > Lancashire BB9 5SR > Company Registration Number: 4145329 | VAT Number: 722471355 > > Daisy Communications Limited is a company registered in England and Wales. > > *DISCLAIMER > ** > This email (including any attachments) is strictly confidential and may > also be legally privileged. If the recipient has received this email in > error please notify the sender and do not read, print, re-transmit, store or > act in reliance on the email or its attachments and immediately delete this > email and its attachments from the recipient?s system. Daisy Communications > Limited cannot accept liability for any breaches of confidence arising > through use of email. Employees of Daisy Communications Limited are > expressly required not to make any defamatory statements and not to infringe > or authorise any infringement of copyright or any other legal right by email > communications. Any such communication is contrary to the company?s policy > and outside the scope of the employment of the individual concerned. Daisy > Communications Limited will not accept any liability in respect of such a > communication, and the employee responsible will be personally liable for > any damages or other liability arising. > > If you are the intended recipient of this email please ensure that neither > the email nor any attachments are copied to third parties outside your > organisation or saved without the written permission of the sender. In the > event of any unauthorised copying or forwarding, the recipient will be > required to indemnify Daisy Communications Limited against any claim for > loss or damage caused by any viruses or otherwise. > > WARNING: Computer viruses can be transmitted by email. The recipient should > check this email and any attachments for the presence of viruses. Daisy > Communications Limited accepts no liability for any damage caused by any > virus transmitted by this email or any attachments. * > > *NOTICE TO CUSTOMERS * > > *If you have ordered a telephone number from Daisy Communications Limited > (non-geographic or new line installation) please do NOT arrange for any form > of advertising until the number is live and tested.*** > > *From:* Samuel Ferdian [mailto:sam.ferdian at gmail.com] > *Sent:* 09 September 2011 05:52 > *To:* Raed El-Hames > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] How to setting multiple email addresses on > Request Tracker**** > > ** ** > > Hi Roy, **** > > I am using getmail to get email.**** > > Here is the configuration of getmail (i am using CentOs): **** > > ** ** > > ==================================================================**** > > [retriever]**** > > type = SimplePOP3SSLRetriever**** > > server = pop.gmail.com**** > > username = xxx at gmail.com**** > > password = xxx**** > > ** ** > > [destination]**** > > type = MDA_external**** > > path = /opt/rt4/bin/rt-mailgate**** > > user = samuel**** > > group = samuel**** > > arguments = ("--url", "http://localhost/rt4/", "--queue", "General", > "--action", "correspond",)**** > > ** ** > > [options]**** > > read_all = false**** > > delete_after = 8**** > > verbose = 2**** > > ====================================================================**** > > ** ** > > I save that config file in /home/samuel/.getmail/getmail.rtgmail**** > > Then i setup cron job to get mail every 15 minutes : getmail -r > /home/samuel/.getmail/getmail.rtgmail**** > > If i want to add one or more email address to this config to create ticket > by mail, how steps should be taken ??**** > > ** ** > > Best Regards,**** > > Samuel**** > > ** ** > > ** ** > > On Thu, Sep 8, 2011 at 8:16 PM, Raed El-Hames < > Raed.El-Hames at daisygroupplc.com> wrote:**** > > How did you set up your RT mail, exim , fetchmail ?? **** > > Have a look at > http://requesttracker.wikia.com/wiki/ItsFinallyInstalledNowWhat for more > information.**** > > **** > > Regards;**** > > Roy**** > > **** > > **** > > **** > > *Error! Filename not specified.***** > > *Visit our website today **www.daisygroupplc.com* > * > * > Registered Office: Daisy House, Lindred Road Business Park, Nelson, > Lancashire BB9 5SR > Company Registration Number: 4145329 | VAT Number: 722471355 **** > > Daisy Communications Limited is a company registered in England and Wales. > **** > > *DISCLAIMER > ** > This email (including any attachments) is strictly confidential and may > also be legally privileged. If the recipient has received this email in > error please notify the sender and do not read, print, re-transmit, store or > act in reliance on the email or its attachments and immediately delete this > email and its attachments from the recipient?s system. Daisy Communications > Limited cannot accept liability for any breaches of confidence arising > through use of email. Employees of Daisy Communications Limited are > expressly required not to make any defamatory statements and not to infringe > or authorise any infringement of copyright or any other legal right by email > communications. Any such communication is contrary to the company?s policy > and outside the scope of the employment of the individual concerned. Daisy > Communications Limited will not accept any liability in respect of such a > communication, and the employee responsible will be personally liable for > any damages or other liability arising. > > If you are the intended recipient of this email please ensure that neither > the email nor any attachments are copied to third parties outside your > organisation or saved without the written permission of the sender. In the > event of any unauthorised copying or forwarding, the recipient will be > required to indemnify Daisy Communications Limited against any claim for > loss or damage caused by any viruses or otherwise. > > WARNING: Computer viruses can be transmitted by email. The recipient should > check this email and any attachments for the presence of viruses. Daisy > Communications Limited accepts no liability for any damage caused by any > virus transmitted by this email or any attachments. ***** > > *NOTICE TO CUSTOMERS ***** > > *If you have ordered a telephone number from Daisy Communications Limited > (non-geographic or new line installation) please do NOT arrange for any form > of advertising until the number is live and tested.***** > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Samuel Ferdian > *Sent:* 08 September 2011 12:39 > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] How to setting multiple email addresses on Request > Tracker**** > > **** > > Hi there, **** > > Introduce i am a newbie on RT, i want to ask if i want to set up multiple > email on RT instance.**** > > I was installed one RT instance on a server, then i want to set up multiple > email address to create ticket by email.**** > > e.g: **** > > 1. email1 at gmail.com, **** > > 2. email2 at gmail.com,**** > > 3. email3 at gmail.com**** > > **** > > So each of email can be set to one queue that i have.**** > > **** > > How steps steps should be taken to this all happen on my server ?**** > > **** > > Thank You.**** > > > > **** > > ** ** > > -- > Regards, > samuelferdian > http://www.samuelferdian.co.cc/**** > > -- Regards, samuelferdian http://www.samuelferdian.co.cc/ -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image5c8566.GIF Type: image/gif Size: 11131 bytes Desc: not available URL: From falcone at bestpractical.com Tue Sep 13 10:03:32 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 13 Sep 2011 10:03:32 -0400 Subject: [rt-users] RT4.0.2 Branded Queue In-Reply-To: References: Message-ID: <20110913140332.GS71957@jibsheet.com> On Tue, Sep 13, 2011 at 01:19:36PM +0300, Indrek Paas wrote: > Hi, > > I have been trying to get BrandedQueues to work with RT4 on Debian. > Got the extension installed but when I activate in RT_SiteConfig.pm > and issue Apache restart I get: The BrandedQueues extension has been part of core since 3.8.0 and the plugin is likely to break modern RTs. You can access the subject tag branding from the Queue Admin page. -kevin > # /etc/init.d/apache2 restart > Restarting web server: apache2[Tue Sep 13 10:12:34 2011] [warning]: > (in cleanup) Error while loading /opt/rt4/sbin/rt-server: Can't > locate object method "new" via package "RT::CurrentUser" at > /opt/rt4/sbin/../lib/RT/Handle.pm line 239. > (/opt/rt4/sbin/../lib/RT.pm:342) > ... waiting [Tue Sep 13 10:12:35 2011] [warning]: (in cleanup) Error > while loading /opt/rt4/sbin/rt-server: Can't locate object method > "new" via package "RT::CurrentUser" at > /opt/rt4/sbin/../lib/RT/Handle.pm line 239. > (/opt/rt4/sbin/../lib/RT.pm:342) > > When I comment out the line: > > use RT::Extension::BrandedQueues; > > Apache starts and RT is back. > > I have been going through articles from Google and old posts in > mailing list. All were pointing to this extension and I didn't find > anything that would suggest that queue branding is built into RT4. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From indrekpaas at gmail.com Tue Sep 13 10:24:27 2011 From: indrekpaas at gmail.com (Indrek Paas) Date: Tue, 13 Sep 2011 17:24:27 +0300 Subject: [rt-users] RT4.0.2 Branded Queue In-Reply-To: <20110913140332.GS71957@jibsheet.com> References: <20110913140332.GS71957@jibsheet.com> Message-ID: Hi, That was easy. Didn't notice the field before. I will test it when I get the chance. Thank you, On Tue, Sep 13, 2011 at 5:03 PM, Kevin Falcone wrote: > On Tue, Sep 13, 2011 at 01:19:36PM +0300, Indrek Paas wrote: >> Hi, >> >> I have been trying to get BrandedQueues to work with RT4 on Debian. >> Got the extension installed but when I activate in RT_SiteConfig.pm >> and issue Apache restart I get: > > The BrandedQueues extension has been part of core since 3.8.0 and the > plugin is likely to break modern RTs. ?You can access the subject tag > branding from the Queue Admin page. > > -kevin > >> # /etc/init.d/apache2 restart >> Restarting web server: apache2[Tue Sep 13 10:12:34 2011] [warning]: >> ? ? ? (in cleanup) Error while loading /opt/rt4/sbin/rt-server: Can't >> locate object method "new" via package "RT::CurrentUser" at >> /opt/rt4/sbin/../lib/RT/Handle.pm line 239. >> (/opt/rt4/sbin/../lib/RT.pm:342) >> ?... waiting [Tue Sep 13 10:12:35 2011] [warning]: ? ?(in cleanup) Error >> while loading /opt/rt4/sbin/rt-server: Can't locate object method >> "new" via package "RT::CurrentUser" at >> /opt/rt4/sbin/../lib/RT/Handle.pm line 239. >> (/opt/rt4/sbin/../lib/RT.pm:342) >> >> When I comment out the line: >> >> use RT::Extension::BrandedQueues; >> >> Apache starts and RT is back. >> >> I have been going through articles from Google and old posts in >> mailing list. All were pointing to this extension and I didn't find >> anything that would suggest that queue branding is built into RT4. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ? September 26 & 27, 2011 > * ?San Francisco, CA, USA ? October 18 & 19, 2011 > * ?Washington DC, USA ? October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ? November 28 & 29, 2011 > * ?Barcelona, Spain ? November 28 & 29, 2011 > From indrekpaas at gmail.com Tue Sep 13 12:04:51 2011 From: indrekpaas at gmail.com (Indrek Paas) Date: Tue, 13 Sep 2011 19:04:51 +0300 Subject: [rt-users] RT4.0.2 Branded Queue In-Reply-To: References: <20110913140332.GS71957@jibsheet.com> Message-ID: Branding kind of works. But something is still off a bit. In subject I can still see the old Queue name and in auto reply it is like this: This message has been automatically generated in response to the creation of a trouble ticket regarding: "WEB: RT Branding test 2", a summary of which appears below. There is no need to reply to this message right now. Your ticket has been assigned an ID of [support #46]. Please include the string: [support #46] I have tried different options and settings but don't seem to get it working. Regards, Indrek P. On Tue, Sep 13, 2011 at 5:24 PM, Indrek Paas wrote: > Hi, > > That was easy. Didn't notice the field before. > I will test it when I get the chance. > > Thank you, > > > On Tue, Sep 13, 2011 at 5:03 PM, Kevin Falcone > wrote: >> On Tue, Sep 13, 2011 at 01:19:36PM +0300, Indrek Paas wrote: >>> Hi, >>> >>> I have been trying to get BrandedQueues to work with RT4 on Debian. >>> Got the extension installed but when I activate in RT_SiteConfig.pm >>> and issue Apache restart I get: >> >> The BrandedQueues extension has been part of core since 3.8.0 and the >> plugin is likely to break modern RTs. ?You can access the subject tag >> branding from the Queue Admin page. >> >> -kevin >> >>> # /etc/init.d/apache2 restart >>> Restarting web server: apache2[Tue Sep 13 10:12:34 2011] [warning]: >>> ? ? ? (in cleanup) Error while loading /opt/rt4/sbin/rt-server: Can't >>> locate object method "new" via package "RT::CurrentUser" at >>> /opt/rt4/sbin/../lib/RT/Handle.pm line 239. >>> (/opt/rt4/sbin/../lib/RT.pm:342) >>> ?... waiting [Tue Sep 13 10:12:35 2011] [warning]: ? ?(in cleanup) Error >>> while loading /opt/rt4/sbin/rt-server: Can't locate object method >>> "new" via package "RT::CurrentUser" at >>> /opt/rt4/sbin/../lib/RT/Handle.pm line 239. >>> (/opt/rt4/sbin/../lib/RT.pm:342) >>> >>> When I comment out the line: >>> >>> use RT::Extension::BrandedQueues; >>> >>> Apache starts and RT is back. >>> >>> I have been going through articles from Google and old posts in >>> mailing list. All were pointing to this extension and I didn't find >>> anything that would suggest that queue branding is built into RT4. >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * ?Chicago, IL, USA ? September 26 & 27, 2011 >> * ?San Francisco, CA, USA ? October 18 & 19, 2011 >> * ?Washington DC, USA ? October 31 & November 1, 2011 >> * ?Melbourne VIC, Australia ? November 28 & 29, 2011 >> * ?Barcelona, Spain ? November 28 & 29, 2011 >> > From admin at lctn.org Tue Sep 13 14:02:41 2011 From: admin at lctn.org (Raymond Norton) Date: Tue, 13 Sep 2011 13:02:41 -0500 Subject: [rt-users] SQL syntax error when creating database In-Reply-To: <20110912220233.GR71957@jibsheet.com> References: <4E6A309D.3030209@lctn.org> <20110909153914.GM71957@jibsheet.com> <4E6E5C18.8010409@lctn.org> <20110912220233.GR71957@jibsheet.com> Message-ID: <4E6F9AC1.2050207@lctn.org> >BTW your command output implies that your DatabaseName is unset. I started over and have gotten past the database error. It seems it was not picking up on the name because of a typo (just guessing). Thank you From falcone at bestpractical.com Tue Sep 13 14:46:28 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 13 Sep 2011 14:46:28 -0400 Subject: [rt-users] RT4.0.2 Branded Queue In-Reply-To: References: <20110913140332.GS71957@jibsheet.com> Message-ID: <20110913184628.GT71957@jibsheet.com> On Tue, Sep 13, 2011 at 07:04:51PM +0300, Indrek Paas wrote: > Branding kind of works. But something is still off a bit. > In subject I can still see the old Queue name and in auto reply it is like this: If you've customized your templates or upgraded your RT, you likely need to fix a number of places to use $TicketObj->SubjectTag -kevin > This message has been automatically generated in response to the > creation of a trouble ticket regarding: > "WEB: RT Branding test 2", > a summary of which appears below. > > There is no need to reply to this message right now. Your ticket has been > assigned an ID of [support #46]. > > Please include the string: > > [support #46] > > I have tried different options and settings but don't seem to get it working. > > Regards, > > Indrek P. > > > On Tue, Sep 13, 2011 at 5:24 PM, Indrek Paas wrote: > > Hi, > > > > That was easy. Didn't notice the field before. > > I will test it when I get the chance. > > > > Thank you, > > > > > > On Tue, Sep 13, 2011 at 5:03 PM, Kevin Falcone > > wrote: > >> On Tue, Sep 13, 2011 at 01:19:36PM +0300, Indrek Paas wrote: > >>> Hi, > >>> > >>> I have been trying to get BrandedQueues to work with RT4 on Debian. > >>> Got the extension installed but when I activate in RT_SiteConfig.pm > >>> and issue Apache restart I get: > >> > >> The BrandedQueues extension has been part of core since 3.8.0 and the > >> plugin is likely to break modern RTs. ?You can access the subject tag > >> branding from the Queue Admin page. > >> > >> -kevin > >> > >>> # /etc/init.d/apache2 restart > >>> Restarting web server: apache2[Tue Sep 13 10:12:34 2011] [warning]: > >>> ? ? ? (in cleanup) Error while loading /opt/rt4/sbin/rt-server: Can't > >>> locate object method "new" via package "RT::CurrentUser" at > >>> /opt/rt4/sbin/../lib/RT/Handle.pm line 239. > >>> (/opt/rt4/sbin/../lib/RT.pm:342) > >>> ?... waiting [Tue Sep 13 10:12:35 2011] [warning]: ? ?(in cleanup) Error > >>> while loading /opt/rt4/sbin/rt-server: Can't locate object method > >>> "new" via package "RT::CurrentUser" at > >>> /opt/rt4/sbin/../lib/RT/Handle.pm line 239. > >>> (/opt/rt4/sbin/../lib/RT.pm:342) > >>> > >>> When I comment out the line: > >>> > >>> use RT::Extension::BrandedQueues; > >>> > >>> Apache starts and RT is back. > >>> > >>> I have been going through articles from Google and old posts in > >>> mailing list. All were pointing to this extension and I didn't find > >>> anything that would suggest that queue branding is built into RT4. > >> > >> -------- > >> RT Training Sessions (http://bestpractical.com/services/training.html) > >> * ?Chicago, IL, USA ? September 26 & 27, 2011 > >> * ?San Francisco, CA, USA ? October 18 & 19, 2011 > >> * ?Washington DC, USA ? October 31 & November 1, 2011 > >> * ?Melbourne VIC, Australia ? November 28 & 29, 2011 > >> * ?Barcelona, Spain ? November 28 & 29, 2011 > >> > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Hossein.Rafighi at triumf.ca Tue Sep 13 15:04:44 2011 From: Hossein.Rafighi at triumf.ca (Hossein Rafighi) Date: Tue, 13 Sep 2011 12:04:44 -0700 Subject: [rt-users] Multiple value match for attr_match_list In-Reply-To: <89771F227034477380C62859771A123C@oxfhqit> References: <4B3103FB.8040708@infracaninophile.co.uk><36ED9398C9D24C0880309528181C83CF@oxfhqit><4B31CED0.407@infracaninophile.co.uk><0C01F2FF7A864C838226258C178E2F22@oxfhqit><4B325EC1.8030204@infracaninophile.co.uk><8D488EB0150D42299FE435B97D7115D5@oxfhqit> <20091223183609.GN867@jibsheet.com> <4B332BF7.3010209@infracaninophile.co.uk> <89771F227034477380C62859771A123C@oxfhqit> Message-ID: <4E6FA94C.2060508@triumf.ca> Hi all, We have RT4.0 with RT::Authen::ExternalAuth. In attr_match_list section we have: 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', ], 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail', 'RealName' => 'cn', } However, on our ldap (openldap) a typical user has a uid and cn. For instance, my info on the ldap is: dn: uid=hossein,ou=People,o=TRIUMF uid: hossein cn: Hossein Rafighi sn: Rafighi mail: hossein at triumf.ca mail: Hossein.Rafighi at triumf.ca givenName: Hossein Is it possible to alter the attr_match, attr_map, or any other attribute in RT to authenticate based on uid or cn, and not just uid? I tried changing various settings, but to no avail. Many thanks, Hossein -- _____ _____ _____ _ _ _ _ ____ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, CANADA, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_____| \___/ |_| |_||_| Website: http://www.triumf.ca From falcone at bestpractical.com Tue Sep 13 17:42:53 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 13 Sep 2011 17:42:53 -0400 Subject: [rt-users] Multiple value match for attr_match_list In-Reply-To: <4E6FA94C.2060508@triumf.ca> References: <36ED9398C9D24C0880309528181C83CF@oxfhqit> <4B31CED0.407@infracaninophile.co.uk> <0C01F2FF7A864C838226258C178E2F22@oxfhqit> <4B325EC1.8030204@infracaninophile.co.uk> <8D488EB0150D42299FE435B97D7115D5@oxfhqit> <20091223183609.GN867@jibsheet.com> <4B332BF7.3010209@infracaninophile.co.uk> <89771F227034477380C62859771A123C@oxfhqit> <4E6FA94C.2060508@triumf.ca> Message-ID: <20110913214253.GU71957@jibsheet.com> On Tue, Sep 13, 2011 at 12:04:44PM -0700, Hossein Rafighi wrote: > Hi all, > > We have RT4.0 with RT::Authen::ExternalAuth. In attr_match_list > section we have: > 'attr_match_list' => [ 'Name', > 'EmailAddress', > 'RealName', > ], You really don't want RealName there, otherwise RT::Authen::ExternalAuth will disallow two people named Bob Smith. > 'attr_map' => { 'Name' => 'uid', > 'EmailAddress' => 'mail', > 'RealName' => 'cn', > } > > However, on our ldap (openldap) a typical user has a uid and cn. For > instance, my info on the ldap is: > dn: uid=hossein,ou=People,o=TRIUMF > uid: hossein > cn: Hossein Rafighi > sn: Rafighi > mail: hossein at triumf.ca > mail: Hossein.Rafighi at triumf.ca > givenName: Hossein > > Is it possible to alter the attr_match, attr_map, or any other > attribute in RT to authenticate based on uid or cn, and not just > uid? I tried changing various settings, but to no avail. You'd have to extend the module to use more than just the Name in the query it runs for DN. There's a branch in the repo for refactoring some of that code, but it concentrates on alternate email addresses not alternate uids. It may make doing what you want easier though. -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 Sep 13 18:09:03 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 13 Sep 2011 15:09:03 -0700 (PDT) Subject: [rt-users] Radio buttons in 4.0 Message-ID: I'm playing with radio buttons in 4.0. I can configure them as Yes/No but I end up with 3 - No Value | Yes | No. Is there any way to get rid of the "No Value" button? From Hossein.Rafighi at triumf.ca Tue Sep 13 18:18:16 2011 From: Hossein.Rafighi at triumf.ca (Hossein Rafighi) Date: Tue, 13 Sep 2011 15:18:16 -0700 Subject: [rt-users] Multiple value match for attr_match_list In-Reply-To: <20110913214253.GU71957@jibsheet.com> References: <36ED9398C9D24C0880309528181C83CF@oxfhqit> <4B31CED0.407@infracaninophile.co.uk> <0C01F2FF7A864C838226258C178E2F22@oxfhqit> <4B325EC1.8030204@infracaninophile.co.uk> <8D488EB0150D42299FE435B97D7115D5@oxfhqit> <20091223183609.GN867@jibsheet.com> <4B332BF7.3010209@infracaninophile.co.uk> <89771F227034477380C62859771A123C@oxfhqit> <4E6FA94C.2060508@triumf.ca> <20110913214253.GU71957@jibsheet.com> Message-ID: <4E6FD6A8.6040804@triumf.ca> Hi Kevin, Much appreciated. Using alternate email addresses instead of alternate uids sounds even better. Is this url: http://requesttracker.wikia.com/wiki/AutoCreateAndCanonicalizeUserInfo what I need? If not, can you please point me to a page where step-by-step instruction is. Again, many thanks... Hossein On 9/13/2011 2:42 PM, Kevin Falcone wrote: > On Tue, Sep 13, 2011 at 12:04:44PM -0700, Hossein Rafighi wrote: >> Hi all, >> >> We have RT4.0 with RT::Authen::ExternalAuth. In attr_match_list >> section we have: >> 'attr_match_list' => [ 'Name', >> 'EmailAddress', >> 'RealName', >> ], > You really don't want RealName there, otherwise > RT::Authen::ExternalAuth will disallow two people named Bob Smith. > >> 'attr_map' => { 'Name' => 'uid', >> 'EmailAddress' => 'mail', >> 'RealName' => 'cn', >> } >> >> However, on our ldap (openldap) a typical user has a uid and cn. For >> instance, my info on the ldap is: >> dn: uid=hossein,ou=People,o=TRIUMF >> uid: hossein >> cn: Hossein Rafighi >> sn: Rafighi >> mail: hossein at triumf.ca >> mail: Hossein.Rafighi at triumf.ca >> givenName: Hossein >> >> Is it possible to alter the attr_match, attr_map, or any other >> attribute in RT to authenticate based on uid or cn, and not just >> uid? I tried changing various settings, but to no avail. > You'd have to extend the module to use more than just the Name in the > query it runs for DN. There's a branch in the repo for refactoring > some of that code, but it concentrates on alternate email addresses > not alternate uids. It may make doing what you want easier though. > > -kevin > > -- _____ _____ _____ _ _ _ _ ____ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, CANADA, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_____| \___/ |_| |_||_| Website: http://www.triumf.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Sep 13 18:43:06 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 13 Sep 2011 18:43:06 -0400 Subject: [rt-users] Radio buttons in 4.0 In-Reply-To: References: Message-ID: <20110913224306.GV71957@jibsheet.com> On Tue, Sep 13, 2011 at 03:09:03PM -0700, Yan Seiner wrote: > I'm playing with radio buttons in 4.0. I can configure them as Yes/No but > I end up with 3 - No Value | Yes | No. Is there any way to get rid of the > "No Value" button? Nope. -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 Sep 13 18:47:33 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 13 Sep 2011 18:47:33 -0400 Subject: [rt-users] Multiple value match for attr_match_list In-Reply-To: <4E6FD6A8.6040804@triumf.ca> References: <0C01F2FF7A864C838226258C178E2F22@oxfhqit> <4B325EC1.8030204@infracaninophile.co.uk> <8D488EB0150D42299FE435B97D7115D5@oxfhqit> <20091223183609.GN867@jibsheet.com> <4B332BF7.3010209@infracaninophile.co.uk> <89771F227034477380C62859771A123C@oxfhqit> <4E6FA94C.2060508@triumf.ca> <20110913214253.GU71957@jibsheet.com> <4E6FD6A8.6040804@triumf.ca> Message-ID: <20110913224733.GW71957@jibsheet.com> On Tue, Sep 13, 2011 at 03:18:16PM -0700, Hossein Rafighi wrote: > Much appreciated. Using alternate email addresses instead of alternate uids sounds even > better. Is this url: [1]http://requesttracker.wikia.com/wiki/AutoCreateAndCanonicalizeUserInfo > what I need? If not, can you please point me to a page where step-by-step instruction is. Nope, that page is about 5 years out of date and won't work with any modern version of RT. Thanks for pointing it out, I've added the relevant warning flags. As I mentioned, it's a branch in the github repo for RT-Authen-ExternalAuth. There are no step by step instructions for setting it up. You'd need to be comfortable making a git clone and switching branches and reading the updated documentation. You can find the github repo https://github.com/bestpractical/rt-authen-externalauth -kevin > > On Tue, Sep 13, 2011 at 12:04:44PM -0700, Hossein Rafighi wrote: > > Hi all, > > We have RT4.0 with RT::Authen::ExternalAuth. In attr_match_list > section we have: > 'attr_match_list' => [ 'Name', > 'EmailAddress', > 'RealName', > ], > > You really don't want RealName there, otherwise > RT::Authen::ExternalAuth will disallow two people named Bob Smith. > > > 'attr_map' => { 'Name' => 'uid', > 'EmailAddress' => 'mail', > 'RealName' => 'cn', > } > > However, on our ldap (openldap) a typical user has a uid and cn. For > instance, my info on the ldap is: > dn: uid=hossein,ou=People,o=TRIUMF > uid: hossein > cn: Hossein Rafighi > sn: Rafighi > mail: [2]hossein at triumf.ca > mail: [3]Hossein.Rafighi at triumf.ca > givenName: Hossein > > Is it possible to alter the attr_match, attr_map, or any other > attribute in RT to authenticate based on uid or cn, and not just > uid? I tried changing various settings, but to no avail. > > You'd have to extend the module to use more than just the Name in the > query it runs for DN. There's a branch in the repo for refactoring > some of that code, but it concentrates on alternate email addresses > not alternate uids. It may make doing what you want easier though. > > -kevin > > -- > _____ _____ _____ _ _ _ _ ____ Hossein Rafighi > |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall > | | | |_| ) | | | | | || || |__ Vancouver BC, CANADA, V6T 2A3 > | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 > | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 > |_| |_| \_\|_____| \___/ |_| |_||_| Website: [4]http://www.triumf.ca > > References > > Visible links > 1. http://requesttracker.wikia.com/wiki/AutoCreateAndCanonicalizeUserInfo > 2. mailto:hossein at triumf.ca > 3. mailto:Hossein.Rafighi at triumf.ca > 4. http://www.triumf.ca/ > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA ? September 26 & 27, 2011 > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From collison.chris at hotmail.com Wed Sep 14 03:31:56 2011 From: collison.chris at hotmail.com (Chris Collison) Date: Wed, 14 Sep 2011 02:31:56 -0500 Subject: [rt-users] (no subject) Message-ID: http://carlife.co/wp-content/plugins/count-per-day/geoip/phllsq.htm -------------- next part -------------- An HTML attachment was scrubbed... URL: From rocel at biz.phisl.net Wed Sep 14 04:23:34 2011 From: rocel at biz.phisl.net (Rocel M. Lacida) Date: Wed, 14 Sep 2011 16:23:34 +0800 Subject: [rt-users] Custom user feedback rate Message-ID: <4E706486.3000302@biz.phisl.net> Hi All, I would like my clients to able to feedback a ticket based on rating that they would just select when a ticket is resolve. With this I would be able to measure the feedback to my clients based on this. I don't know if this is already in place on RT but it would be nice to know if someone could point to right direction. Regards, Rocel -- From Gianfranco.Rossi at emc.com Wed Sep 14 05:17:38 2011 From: Gianfranco.Rossi at emc.com (Gianfranco.Rossi at emc.com) Date: Wed, 14 Sep 2011 05:17:38 -0400 Subject: [rt-users] Custom Field Sub-list In-Reply-To: <20110913224733.GW71957@jibsheet.com> References: <0C01F2FF7A864C838226258C178E2F22@oxfhqit> <4B325EC1.8030204@infracaninophile.co.uk> <8D488EB0150D42299FE435B97D7115D5@oxfhqit> <20091223183609.GN867@jibsheet.com> <4B332BF7.3010209@infracaninophile.co.uk> <89771F227034477380C62859771A123C@oxfhqit> <4E6FA94C.2060508@triumf.ca> <20110913214253.GU71957@jibsheet.com> <4E6FD6A8.6040804@triumf.ca> <20110913224733.GW71957@jibsheet.com> Message-ID: <1037D95241CCD148999713870A5F4A8607B1B27880@MX11A.corp.emc.com> Hi rt-users, I've the following issue... we would like to create a kind of "sub-list" for a custom field. So there should be a kind of mechanism that if a certain value within the drop down list is chosen, an additional custom field appears in the View as new drop down list. To be more specific we need to let an additional custom field (with certain values) appear in case the value "service" is chosen from the already existing Drop Down box. Any Ideas how this can be realized? Thanks an regards Gianfranco From ruz at bestpractical.com Wed Sep 14 05:25:46 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 14 Sep 2011 13:25:46 +0400 Subject: [rt-users] Custom Field Sub-list In-Reply-To: <1037D95241CCD148999713870A5F4A8607B1B27880@MX11A.corp.emc.com> References: <0C01F2FF7A864C838226258C178E2F22@oxfhqit> <4B325EC1.8030204@infracaninophile.co.uk> <8D488EB0150D42299FE435B97D7115D5@oxfhqit> <20091223183609.GN867@jibsheet.com> <4B332BF7.3010209@infracaninophile.co.uk> <89771F227034477380C62859771A123C@oxfhqit> <4E6FA94C.2060508@triumf.ca> <20110913214253.GU71957@jibsheet.com> <4E6FD6A8.6040804@triumf.ca> <20110913224733.GW71957@jibsheet.com> <1037D95241CCD148999713870A5F4A8607B1B27880@MX11A.corp.emc.com> Message-ID: Create two custom fields and set 'based on' for one of them. Regards, Ruslan. From phone. 14.09.2011 13:18 ???????????? ???????: > Hi rt-users, > > I've the following issue... we would like to create a kind of "sub-list" for a custom field. > So there should be a kind of mechanism that if a certain value within the drop down list is chosen, an additional custom field appears in the View as new drop down list. > > To be more specific we need to let an additional custom field (with certain values) appear in case the value "service" is chosen from the already existing Drop Down box. > > Any Ideas how this can be realized? > > Thanks an regards > Gianfranco > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Gianfranco.Rossi at emc.com Wed Sep 14 05:40:33 2011 From: Gianfranco.Rossi at emc.com (Gianfranco.Rossi at emc.com) Date: Wed, 14 Sep 2011 05:40:33 -0400 Subject: [rt-users] Custom Field Sub-list In-Reply-To: References: <0C01F2FF7A864C838226258C178E2F22@oxfhqit> <4B325EC1.8030204@infracaninophile.co.uk> <8D488EB0150D42299FE435B97D7115D5@oxfhqit> <20091223183609.GN867@jibsheet.com> <4B332BF7.3010209@infracaninophile.co.uk> <89771F227034477380C62859771A123C@oxfhqit> <4E6FA94C.2060508@triumf.ca> <20110913214253.GU71957@jibsheet.com> <4E6FD6A8.6040804@triumf.ca> <20110913224733.GW71957@jibsheet.com> <1037D95241CCD148999713870A5F4A8607B1B27880@MX11A.corp.emc.com> Message-ID: <1037D95241CCD148999713870A5F4A8607B1B27893@MX11A.corp.emc.com> Thanks Ruslan, I tried this already but this does not solve my problem. I need the relationship between the a single value of the original custom field and the new custom field. From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Wednesday, September 14, 2011 11:26 AM To: Rossi, Gianfranco Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Custom Field Sub-list Create two custom fields and set 'based on' for one of them. Regards, Ruslan. From phone. 14.09.2011 13:18 ???????????? > ???????: > Hi rt-users, > > I've the following issue... we would like to create a kind of "sub-list" for a custom field. > So there should be a kind of mechanism that if a certain value within the drop down list is chosen, an additional custom field appears in the View as new drop down list. > > To be more specific we need to let an additional custom field (with certain values) appear in case the value "service" is chosen from the already existing Drop Down box. > > Any Ideas how this can be realized? > > Thanks an regards > Gianfranco > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Wed Sep 14 06:54:59 2011 From: bart at pleh.info (Bart) Date: Wed, 14 Sep 2011 12:54:59 +0200 Subject: [rt-users] Where can I find the RT password reset extension for RT 3.8? In-Reply-To: <20110728164048.GA998@jibsheet.com> References: <20110728164048.GA998@jibsheet.com> Message-ID: Hi, Sorry for reviving this older thread. I've tried installing it and it comes up with allot of checks for RT 3.8 where it can't find the location of the RT.pm file: CPAN.pm: Building F/FA/FALCONE/RT-Extension-ResetPassword-0.03.tar.gz > Cannot determine perl version info from lib/RT/Extension/ResetPassword.pm > Cannot determine author info from lib/RT/Extension/ResetPassword.pm > Cannot determine license info from lib/RT/Extension/ResetPassword.pm > Cannot find the location of RT.pm that defines $RT::LocalPath in: inc > /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 . /opt/rt3/lib /opt/lib/rt3 /opt/lib > /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib > /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib > /sw/lib/rt3 /sw/lib > Path to your RT.pm: It can't seem to get passed this part, so I assume that it needs a little tweaking for RT4? Any prognose on when this plugin will be updated for RT 4? Best regards, Bart 2011/7/28 Kevin Falcone > On Thu, Jul 28, 2011 at 10:33:43AM -0400, Todd Chapman wrote: > > Yes. I just found it, installed it, and it works great. > > Why is it a secret? > > http://search.cpan.org/dist/RT-Extension-ResetPassword/ > > It's still in the public svn, because the last time I touched it (to > update for 3.8 compatibility with local/plugins) we weren't converting > everything to github yet. > > I suspect it wants more updating for 4, and at that point it'll end up > in git. > > -kevin > > > On Thu, Jul 28, 2011 at 10:27 AM, Ruslan Zakirov > wrote: > > > Hi, > > > > > > Do you mean web ui "forgot your password?" thing? If so then there is > no such :) > > > > > > On Thu, Jul 28, 2011 at 6:06 PM, Todd Chapman wrote: > > >> Can't seem to locate it on Github or CPAN. > > -------- > 2011 Training: http://bestpractical.com/services/training.html > -------------- next part -------------- An HTML attachment was scrubbed... URL: From task_force at libero.it Wed Sep 14 06:51:42 2011 From: task_force at libero.it (task_force at libero.it) Date: Wed, 14 Sep 2011 12:51:42 +0200 (CEST) Subject: [rt-users] Quick creation ticket - choose owner Message-ID: <27953372.7006431315997502005.JavaMail.root@wmail41> Hi, on the dashboard, when I create a ticket is it possible to display all the privileged users and not only me or nobody? Thank you From task_force at libero.it Wed Sep 14 06:49:06 2011 From: task_force at libero.it (task_force at libero.it) Date: Wed, 14 Sep 2011 12:49:06 +0200 (CEST) Subject: [rt-users] Button for unprivileged users Message-ID: <23899646.7004761315997346213.JavaMail.root@wmail41> Hi all, I've started using RT some days ago and I'm very happy of it! I'm just trying to adapt it to our company policies... One stuff that our manager wants is the possibility for the unprivileged user that looks on web his ticket status the possibility to press a button and increase the priority of the ticket. Is it possible to create this button working on some callbacks? Could you give me some useful information on how to do that? Thank you a lot From kirby at umbc.edu Wed Sep 14 07:13:54 2011 From: kirby at umbc.edu (Joe Kirby) Date: Wed, 14 Sep 2011 07:13:54 -0400 Subject: [rt-users] RT-Users Digest, Vol 90, Issue 38 In-Reply-To: References: Message-ID: <6CDB79F5-9019-4B1C-A272-2DC09D20AE8B@umbc.edu> Sent from my iPhone On Sep 14, 2011, at 5:25 AM, rt-users-request at lists.bestpractical.com wrote: > Send RT-Users mailing list submissions to > rt-users at lists.bestpractical.com > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > or, via email, send a message with subject or body 'help' to > rt-users-request at lists.bestpractical.com > > You can reach the person managing the list at > rt-users-owner at lists.bestpractical.com > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of RT-Users digest..." > > > Today's Topics: > > 1. Re: Radio buttons in 4.0 (Kevin Falcone) > 2. Re: Multiple value match for attr_match_list (Kevin Falcone) > 3. (no subject) (Chris Collison) > 4. Custom user feedback rate (Rocel M. Lacida) > 5. Custom Field Sub-list (Gianfranco.Rossi at emc.com) > 6. Re: Custom Field Sub-list (Ruslan Zakirov) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 13 Sep 2011 18:43:06 -0400 > From: Kevin Falcone > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Radio buttons in 4.0 > Message-ID: <20110913224306.GV71957 at jibsheet.com> > Content-Type: text/plain; charset="us-ascii" > > On Tue, Sep 13, 2011 at 03:09:03PM -0700, Yan Seiner wrote: >> I'm playing with radio buttons in 4.0. I can configure them as Yes/No but >> I end up with 3 - No Value | Yes | No. Is there any way to get rid of the >> "No Value" button? > > Nope. > > -kevin > -------------- next part -------------- > A non-text attachment was scrubbed... > Name: not available > Type: application/pgp-signature > Size: 195 bytes > Desc: not available > URL: > > ------------------------------ > > Message: 2 > Date: Tue, 13 Sep 2011 18:47:33 -0400 > From: Kevin Falcone > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Multiple value match for attr_match_list > Message-ID: <20110913224733.GW71957 at jibsheet.com> > Content-Type: text/plain; charset="us-ascii" > > On Tue, Sep 13, 2011 at 03:18:16PM -0700, Hossein Rafighi wrote: >> Much appreciated. Using alternate email addresses instead of alternate uids sounds even >> better. Is this url: [1]http://requesttracker.wikia.com/wiki/AutoCreateAndCanonicalizeUserInfo >> what I need? If not, can you please point me to a page where step-by-step instruction is. > > Nope, that page is about 5 years out of date and won't work with any > modern version of RT. Thanks for pointing it out, I've added the > relevant warning flags. > > As I mentioned, it's a branch in the github repo for > RT-Authen-ExternalAuth. There are no step by step instructions for > setting it up. You'd need to be comfortable making a git clone and > switching branches and reading the updated documentation. You can > find the github repo https://github.com/bestpractical/rt-authen-externalauth > > -kevin > >> >> On Tue, Sep 13, 2011 at 12:04:44PM -0700, Hossein Rafighi wrote: >> >> Hi all, >> >> We have RT4.0 with RT::Authen::ExternalAuth. In attr_match_list >> section we have: >> 'attr_match_list' => [ 'Name', >> 'EmailAddress', >> 'RealName', >> ], >> >> You really don't want RealName there, otherwise >> RT::Authen::ExternalAuth will disallow two people named Bob Smith. >> >> >> 'attr_map' => { 'Name' => 'uid', >> 'EmailAddress' => 'mail', >> 'RealName' => 'cn', >> } >> >> However, on our ldap (openldap) a typical user has a uid and cn. For >> instance, my info on the ldap is: >> dn: uid=hossein,ou=People,o=TRIUMF >> uid: hossein >> cn: Hossein Rafighi >> sn: Rafighi >> mail: [2]hossein at triumf.ca >> mail: [3]Hossein.Rafighi at triumf.ca >> givenName: Hossein >> >> Is it possible to alter the attr_match, attr_map, or any other >> attribute in RT to authenticate based on uid or cn, and not just >> uid? I tried changing various settings, but to no avail. >> >> You'd have to extend the module to use more than just the Name in the >> query it runs for DN. There's a branch in the repo for refactoring >> some of that code, but it concentrates on alternate email addresses >> not alternate uids. It may make doing what you want easier though. >> >> -kevin >> >> -- >> _____ _____ _____ _ _ _ _ ____ Hossein Rafighi >> |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall >> | | | |_| ) | | | | | || || |__ Vancouver BC, CANADA, V6T 2A3 >> | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 >> | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 >> |_| |_| \_\|_____| \___/ |_| |_||_| Website: [4]http://www.triumf.ca >> >> References >> >> Visible links >> 1. http://requesttracker.wikia.com/wiki/AutoCreateAndCanonicalizeUserInfo >> 2. mailto:hossein at triumf.ca >> 3. mailto:Hossein.Rafighi at triumf.ca >> 4. http://www.triumf.ca/ > >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Chicago, IL, USA ? September 26 & 27, 2011 >> * San Francisco, CA, USA ? October 18 & 19, 2011 >> * Washington DC, USA ? October 31 & November 1, 2011 >> * Melbourne VIC, Australia ? November 28 & 29, 2011 >> * Barcelona, Spain ? November 28 & 29, 2011 > > -------------- next part -------------- > A non-text attachment was scrubbed... > Name: not available > Type: application/pgp-signature > Size: 195 bytes > Desc: not available > URL: > > ------------------------------ > > Message: 3 > Date: Wed, 14 Sep 2011 02:31:56 -0500 > From: Chris Collison > To: , > Subject: [rt-users] (no subject) > Message-ID: > Content-Type: text/plain; charset="iso-8859-1" > > http://carlife.co/wp-content/plugins/count-per-day/geoip/phllsq.htm > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > > ------------------------------ > > Message: 4 > Date: Wed, 14 Sep 2011 16:23:34 +0800 > From: "Rocel M. Lacida" > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Custom user feedback rate > Message-ID: <4E706486.3000302 at biz.phisl.net> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > Hi All, > > I would like my clients to able to feedback a ticket based on rating > that they would just select when a ticket is resolve. With this I would > be able to measure the feedback to my clients based on this. I don't > know if this is already in place on RT but it would be nice to know if > someone could point to right direction. > > > Regards, > Rocel > > -- At umbc we incorporated a survey link in our resolve template and it works great. Joe > > > > ------------------------------ > > Message: 5 > Date: Wed, 14 Sep 2011 05:17:38 -0400 > From: > To: > Subject: [rt-users] Custom Field Sub-list > Message-ID: > <1037D95241CCD148999713870A5F4A8607B1B27880 at MX11A.corp.emc.com> > Content-Type: text/plain; charset="us-ascii" > > Hi rt-users, > > I've the following issue... we would like to create a kind of "sub-list" for a custom field. > So there should be a kind of mechanism that if a certain value within the drop down list is chosen, an additional custom field appears in the View as new drop down list. > > To be more specific we need to let an additional custom field (with certain values) appear in case the value "service" is chosen from the already existing Drop Down box. > > Any Ideas how this can be realized? > > Thanks an regards > Gianfranco > > > > > ------------------------------ > > Message: 6 > Date: Wed, 14 Sep 2011 13:25:46 +0400 > From: Ruslan Zakirov > To: Gianfranco.Rossi at emc.com > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Custom Field Sub-list > Message-ID: > > Content-Type: text/plain; charset="utf-8" > > Create two custom fields and set 'based on' for one of them. > > Regards, Ruslan. From phone. > 14.09.2011 13:18 ???????????? ???????: >> Hi rt-users, >> >> I've the following issue... we would like to create a kind of "sub-list" > for a custom field. >> So there should be a kind of mechanism that if a certain value within the > drop down list is chosen, an additional custom field appears in the View as > new drop down list. >> >> To be more specific we need to let an additional custom field (with > certain values) appear in case the value "service" is chosen from the > already existing Drop Down box. >> >> Any Ideas how this can be realized? >> >> Thanks an regards >> Gianfranco >> >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Chicago, IL, USA September 26 & 27, 2011 >> * San Francisco, CA, USA October 18 & 19, 2011 >> * Washington DC, USA October 31 & November 1, 2011 >> * Melbourne VIC, Australia November 28 & 29, 2011 >> * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > > ------------------------------ > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA ? September 26 & 27, 2011 > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > End of RT-Users Digest, Vol 90, Issue 38 > **************************************** From indrekpaas at gmail.com Wed Sep 14 08:23:51 2011 From: indrekpaas at gmail.com (Indrek Paas) Date: Wed, 14 Sep 2011 15:23:51 +0300 Subject: [rt-users] RT4.0.2 Branded Queue In-Reply-To: <20110913184628.GT71957@jibsheet.com> References: <20110913140332.GS71957@jibsheet.com> <20110913184628.GT71957@jibsheet.com> Message-ID: I have a clean RT 4.0.2 install. Templates have not been modified in any way. I tried modifying the Autoreply template by translating the text to my native language but this broke the RT4 autoreply. When new ticket was created no reply was sent. But is this "fix a number of places to use $TicketObj->SubjectTag" required to get the Queue branding to work? --Indrek On Tue, Sep 13, 2011 at 9:46 PM, Kevin Falcone wrote: > On Tue, Sep 13, 2011 at 07:04:51PM +0300, Indrek Paas wrote: >> Branding kind of works. But something is still off a bit. >> In subject I can still see the old Queue name and in auto reply it is like this: > > If you've customized your templates or upgraded your RT, you likely > need to fix a number of places to use $TicketObj->SubjectTag > > -kevin > >> This message has been automatically generated in response to the >> creation of a trouble ticket regarding: >> ? ? ? ?"WEB: RT Branding test 2", >> a summary of which appears below. >> >> There is no need to reply to this message right now. ?Your ticket has been >> assigned an ID of [support #46]. >> >> Please include the string: >> >> ? ? ? ? [support #46] >> >> I have tried different options and settings but don't seem to get it working. >> >> Regards, >> >> Indrek P. >> >> >> On Tue, Sep 13, 2011 at 5:24 PM, Indrek Paas wrote: >> > Hi, >> > >> > That was easy. Didn't notice the field before. >> > I will test it when I get the chance. >> > >> > Thank you, >> > >> > >> > On Tue, Sep 13, 2011 at 5:03 PM, Kevin Falcone >> > wrote: >> >> On Tue, Sep 13, 2011 at 01:19:36PM +0300, Indrek Paas wrote: >> >>> Hi, >> >>> >> >>> I have been trying to get BrandedQueues to work with RT4 on Debian. >> >>> Got the extension installed but when I activate in RT_SiteConfig.pm >> >>> and issue Apache restart I get: >> >> >> >> The BrandedQueues extension has been part of core since 3.8.0 and the >> >> plugin is likely to break modern RTs. ?You can access the subject tag >> >> branding from the Queue Admin page. >> >> >> >> -kevin >> >> >> >>> # /etc/init.d/apache2 restart >> >>> Restarting web server: apache2[Tue Sep 13 10:12:34 2011] [warning]: >> >>> ? ? ? (in cleanup) Error while loading /opt/rt4/sbin/rt-server: Can't >> >>> locate object method "new" via package "RT::CurrentUser" at >> >>> /opt/rt4/sbin/../lib/RT/Handle.pm line 239. >> >>> (/opt/rt4/sbin/../lib/RT.pm:342) >> >>> ?... waiting [Tue Sep 13 10:12:35 2011] [warning]: ? ?(in cleanup) Error >> >>> while loading /opt/rt4/sbin/rt-server: Can't locate object method >> >>> "new" via package "RT::CurrentUser" at >> >>> /opt/rt4/sbin/../lib/RT/Handle.pm line 239. >> >>> (/opt/rt4/sbin/../lib/RT.pm:342) >> >>> >> >>> When I comment out the line: >> >>> >> >>> use RT::Extension::BrandedQueues; >> >>> >> >>> Apache starts and RT is back. >> >>> >> >>> I have been going through articles from Google and old posts in >> >>> mailing list. All were pointing to this extension and I didn't find >> >>> anything that would suggest that queue branding is built into RT4. >> >> >> >> -------- >> >> RT Training Sessions (http://bestpractical.com/services/training.html) >> >> * ?Chicago, IL, USA ? September 26 & 27, 2011 >> >> * ?San Francisco, CA, USA ? October 18 & 19, 2011 >> >> * ?Washington DC, USA ? October 31 & November 1, 2011 >> >> * ?Melbourne VIC, Australia ? November 28 & 29, 2011 >> >> * ?Barcelona, Spain ? November 28 & 29, 2011 >> >> >> > >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * ?Chicago, IL, USA ?September 26 & 27, 2011 >> * ?San Francisco, CA, USA ?October 18 & 19, 2011 >> * ?Washington DC, USA ?October 31 & November 1, 2011 >> * ?Melbourne VIC, Australia ?November 28 & 29, 2011 >> * ?Barcelona, Spain ?November 28 & 29, 2011 > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ? September 26 & 27, 2011 > * ?San Francisco, CA, USA ? October 18 & 19, 2011 > * ?Washington DC, USA ? October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ? November 28 & 29, 2011 > * ?Barcelona, Spain ? November 28 & 29, 2011 > From CLasater at taleo.com Wed Sep 14 09:47:46 2011 From: CLasater at taleo.com (Christopher Lasater) Date: Wed, 14 Sep 2011 09:47:46 -0400 Subject: [rt-users] Custom Field Sub-list In-Reply-To: <1037D95241CCD148999713870A5F4A8607B1B27893@MX11A.corp.emc.com> References: <0C01F2FF7A864C838226258C178E2F22@oxfhqit> <4B325EC1.8030204@infracaninophile.co.uk> <8D488EB0150D42299FE435B97D7115D5@oxfhqit> <20091223183609.GN867@jibsheet.com> <4B332BF7.3010209@infracaninophile.co.uk> <89771F227034477380C62859771A123C@oxfhqit> <4E6FA94C.2060508@triumf.ca> <20110913214253.GU71957@jibsheet.com> <4E6FD6A8.6040804@triumf.ca> <20110913224733.GW71957@jibsheet.com> <1037D95241CCD148999713870A5F4A8607B1B27880@MX11A.corp.emc.com> <1037D95241CCD148999713870A5F4A8607B1B27893@MX11A.corp.emc.com> Message-ID: <23037DC22CE8C3428E7636883099F1AAA8F49B3267@JXVXMP01.wwcorp.net> Usually when you select a Custom Field in the ?based on? list the Category column changes to Drop Down boxes and you can select one of the CF values from the CF that you based it on. So if you have a CF with a list of services and you base another CF on it, then you can create Values that are based on those services. In the ticket, when you select the Service the second CF will just show the Values based on that service. Not sure if I explained that well, but it sounds like that is what you are looking for. Unfortunately this CF will not appear, it has to already be there and you need to add both CFs to the Queue. Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 475 bytes Desc: not available URL: From falcone at bestpractical.com Wed Sep 14 10:24:01 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 14 Sep 2011 10:24:01 -0400 Subject: [rt-users] Where can I find the RT password reset extension for RT 3.8? In-Reply-To: References: <20110728164048.GA998@jibsheet.com> Message-ID: <20110914142401.GX71957@jibsheet.com> On Wed, Sep 14, 2011 at 12:54:59PM +0200, Bart wrote: > Sorry for reviving this older thread. > I've tried installing it and it comes up with allot of checks for RT 3.8 where it can't find > the location of the RT.pm file: When it prompts for a location, try entering /opt/rt4 or run it with RTHOME=/opt/rt4 perl Makefile.PL I don't believe it has been tested on RT4, let us know how it goes. -kevin > CPAN.pm: Building F/FA/FALCONE/RT-Extension-ResetPassword-0.03.tar.gz > > Cannot determine perl version info from lib/RT/Extension/ResetPassword.pm > Cannot determine author info from lib/RT/Extension/ResetPassword.pm > Cannot determine license info from lib/RT/Extension/ResetPassword.pm > Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /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 . /opt/rt3/lib /opt/lib/rt3 > /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib /home/lib/rt3 > /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib > > Path to your RT.pm: > > It can't seem to get passed this part, so I assume that it needs a little tweaking for RT4? > Any prognose on when this plugin will be updated for RT 4? > Best regards, > > Bart > > 2011/7/28 Kevin Falcone <[1]falcone at bestpractical.com> > > On Thu, Jul 28, 2011 at 10:33:43AM -0400, Todd Chapman wrote: > > Yes. I just found it, installed it, and it works great. > > Why is it a secret? > > [2]http://search.cpan.org/dist/RT-Extension-ResetPassword/ > > It's still in the public svn, because the last time I touched it (to > update for 3.8 compatibility with local/plugins) we weren't converting > everything to github yet. > > I suspect it wants more updating for 4, and at that point it'll end up > in git. > -kevin > > On Thu, Jul 28, 2011 at 10:27 AM, Ruslan Zakirov <[3]ruz at bestpractical.com> wrote: > > > Hi, > > > > > > Do you mean web ui "forgot your password?" thing? If so then there is no such :) > > > > > > On Thu, Jul 28, 2011 at 6:06 PM, Todd Chapman <[4]todd at chaka.net> wrote: > > >> Can't seem to locate it on Github or CPAN. > > -------- > 2011 Training: [5]http://bestpractical.com/services/training.html -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Sep 14 10:25:46 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 14 Sep 2011 10:25:46 -0400 Subject: [rt-users] RT4.0.2 Branded Queue In-Reply-To: References: <20110913140332.GS71957@jibsheet.com> <20110913184628.GT71957@jibsheet.com> Message-ID: <20110914142546.GY71957@jibsheet.com> On Wed, Sep 14, 2011 at 03:23:51PM +0300, Indrek Paas wrote: > I have a clean RT 4.0.2 install. Templates have not been modified in any way. > I tried modifying the Autoreply template by translating the text to my > native language but this broke the RT4 autoreply. When new ticket was > created no reply was sent. > > But is this "fix a number of places to use $TicketObj->SubjectTag" > required to get the Queue branding to work? Nope, the RT4 templates already called $TicketObj->SubjectTag > >> There is no need to reply to this message right now. ?Your ticket has been > >> assigned an ID of [support #46]. > >> > >> Please include the string: > >> > >> ? ? ? ? [support #46] What did you expect to see here? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ddm at bartol.udel.edu Wed Sep 14 11:21:28 2011 From: ddm at bartol.udel.edu (Daniel De Marco) Date: Wed, 14 Sep 2011 11:21:28 -0400 Subject: [rt-users] 4.0.2 and jsmin Message-ID: <20110914152128.GA14979@yakko.bartol.udel.edu> Good morning, I just updated my rt installation from 4.0.1 to 4.0.2 and everything went smoothly except for jsmin. After the upgrade everything worked fine with the normal minifier (the javascript one from the 4.0.1 installation). Then I compiled jsmin and enabled it in RT_SiteConfig.pm and I got some weird behaviour: the first time the page loads (after restarting httpd), it is broken and I get a lot of error messages in the log about RT being unable to connect to the DB to execute queries (DBD::Pg::st execute failed: could not receive data from server: Bad file descriptor...). Just reloading the page fixes the problem and then everything seems to work ok. With jsmin disabled everything seems to work fine from the beginning. Any ideas? Thanks, Daniel. From falcone at bestpractical.com Wed Sep 14 11:30:43 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 14 Sep 2011 11:30:43 -0400 Subject: [rt-users] 4.0.2 and jsmin In-Reply-To: <20110914152128.GA14979@yakko.bartol.udel.edu> References: <20110914152128.GA14979@yakko.bartol.udel.edu> Message-ID: <20110914153043.GZ71957@jibsheet.com> On Wed, Sep 14, 2011 at 11:21:28AM -0400, Daniel De Marco wrote: > Good morning, > > I just updated my rt installation from 4.0.1 to 4.0.2 and everything > went smoothly except for jsmin. > > After the upgrade everything worked fine with the normal minifier (the > javascript one from the 4.0.1 installation). Then I compiled jsmin and > enabled it in RT_SiteConfig.pm and I got some weird behaviour: the first > time the page loads (after restarting httpd), it is broken and I get a > lot of error messages in the log about RT being unable to connect to the > DB to execute queries (DBD::Pg::st execute failed: could not receive data from > server: Bad file descriptor...). Just reloading the page fixes the > problem and then everything seems to work ok. > > With jsmin disabled everything seems to work fine from the beginning. Please show your apache configuration. We changed some recommendations in web_deployment.pod in 4.0.2 due to known issues with some deployments. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ddm at bartol.udel.edu Wed Sep 14 11:42:46 2011 From: ddm at bartol.udel.edu (Daniel De Marco) Date: Wed, 14 Sep 2011 11:42:46 -0400 Subject: [rt-users] 4.0.2 and jsmin In-Reply-To: <20110914153043.GZ71957@jibsheet.com> References: <20110914152128.GA14979@yakko.bartol.udel.edu> <20110914153043.GZ71957@jibsheet.com> Message-ID: <20110914154246.GA17993@yakko.bartol.udel.edu> Kevin, thanks a lot. I still had SetHandler perl-script from 4.0.0 instead of SetHandler modperl Changing that line seems to have fixed my problem. Thanks again, Daniel. * Kevin Falcone [09/14/2011 11:30]: > On Wed, Sep 14, 2011 at 11:21:28AM -0400, Daniel De Marco wrote: > > Good morning, > > > > I just updated my rt installation from 4.0.1 to 4.0.2 and everything > > went smoothly except for jsmin. > > > > After the upgrade everything worked fine with the normal minifier (the > > javascript one from the 4.0.1 installation). Then I compiled jsmin and > > enabled it in RT_SiteConfig.pm and I got some weird behaviour: the first > > time the page loads (after restarting httpd), it is broken and I get a > > lot of error messages in the log about RT being unable to connect to the > > DB to execute queries (DBD::Pg::st execute failed: could not receive data from > > server: Bad file descriptor...). Just reloading the page fixes the > > problem and then everything seems to work ok. > > > > With jsmin disabled everything seems to work fine from the beginning. > > Please show your apache configuration. > We changed some recommendations in web_deployment.pod in 4.0.2 due to > known issues with some deployments. > > -kevin > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA ? September 26 & 27, 2011 > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 From Hossein.Rafighi at triumf.ca Wed Sep 14 11:51:44 2011 From: Hossein.Rafighi at triumf.ca (Hossein Rafighi) Date: Wed, 14 Sep 2011 08:51:44 -0700 Subject: [rt-users] Multiple value match for attr_match_list In-Reply-To: <20110913224733.GW71957@jibsheet.com> References: <0C01F2FF7A864C838226258C178E2F22@oxfhqit> <4B325EC1.8030204@infracaninophile.co.uk> <8D488EB0150D42299FE435B97D7115D5@oxfhqit> <20091223183609.GN867@jibsheet.com> <4B332BF7.3010209@infracaninophile.co.uk> <89771F227034477380C62859771A123C@oxfhqit> <4E6FA94C.2060508@triumf.ca> <20110913214253.GU71957@jibsheet.com> <4E6FD6A8.6040804@triumf.ca> <20110913224733.GW71957@jibsheet.com> Message-ID: <4E70CD90.3090301@triumf.ca> Hi Kevin, Much appreciate the help. I'll have to setup a testbed and give it a try. Cheers, Hossein On 9/13/2011 3:47 PM, Kevin Falcone wrote: > As I mentioned, it's a branch in the github repo for > RT-Authen-ExternalAuth. There are no step by step instructions for > setting it up. You'd need to be comfortable making a git clone and > switching branches and reading the updated documentation. You can find > the github repo > https://github.com/bestpractical/rt-authen-externalauth -kevin -- _____ _____ _____ _ _ _ _ ____ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, CANADA, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_____| \___/ |_| |_||_| Website: http://www.triumf.ca From gilbert at dido.ca Wed Sep 14 12:02:26 2011 From: gilbert at dido.ca (Gilbert Rebeiro) Date: Wed, 14 Sep 2011 12:02:26 -0400 Subject: [rt-users] script to notify owner on comment In-Reply-To: <4E6EA025.7080609@dido.ca> References: <4E6EA025.7080609@dido.ca> Message-ID: <4E70D012.3020907@dido.ca> Anyone? -------- Original Message -------- Subject: script to notify owner on comment Date: Mon, 12 Sep 2011 20:13:25 -0400 From: Gilbert Rebeiro To: rt-users at lists.bestpractical.com Hi, When someone else (not the owner) from the support team puts a comment on the ticket we would like the owner to be notified with an email with the comment. RT4 Thanks, Gilbert -------------- next part -------------- An HTML attachment was scrubbed... URL: From Izz.Abdullah at hibbett.com Wed Sep 14 12:17:34 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Wed, 14 Sep 2011 11:17:34 -0500 Subject: [rt-users] script to notify owner on comment In-Reply-To: <4E70D012.3020907@dido.ca> References: <4E6EA025.7080609@dido.ca> <4E70D012.3020907@dido.ca> Message-ID: Hi Gilbert, I have done this before by creating a template for notifying the owner on comment. No need for code, the base is already there. I can't remember right off the top of my head (I am not currently accessing that installation), but it seems like it was "Notify Owner" "On Comment" "Transaction_OnCreate or OnComment). Maybe this helps a bit? From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gilbert Rebeiro Sent: Wednesday, September 14, 2011 11:02 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] script to notify owner on comment Anyone? -------- Original Message -------- Subject: script to notify owner on comment Date: Mon, 12 Sep 2011 20:13:25 -0400 From: Gilbert Rebeiro To: rt-users at lists.bestpractical.com Hi, When someone else (not the owner) from the support team puts a comment on the ticket we would like the owner to be notified with an email with the comment. RT4 Thanks, Gilbert -------------- next part -------------- An HTML attachment was scrubbed... URL: From Izz.Abdullah at hibbett.com Wed Sep 14 12:22:29 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Wed, 14 Sep 2011 11:22:29 -0500 Subject: [rt-users] script to notify owner on comment In-Reply-To: References: <4E6EA025.7080609@dido.ca> <4E70D012.3020907@dido.ca> Message-ID: Here it is: Scrips -> create a new one with these values: Condition - On Comment Action - Notify Owner Template - Global template: Correspondence Stage: TransactionCreate Should work...I have something very similar I previously setup. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Wednesday, September 14, 2011 11:18 AM To: rt-users at lists.bestpractical.com Cc: 'Gilbert Rebeiro' Subject: Re: [rt-users] script to notify owner on comment Hi Gilbert, I have done this before by creating a template for notifying the owner on comment. No need for code, the base is already there. I can't remember right off the top of my head (I am not currently accessing that installation), but it seems like it was "Notify Owner" "On Comment" "Transaction_OnCreate or OnComment). Maybe this helps a bit? From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gilbert Rebeiro Sent: Wednesday, September 14, 2011 11:02 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] script to notify owner on comment Anyone? -------- Original Message -------- Subject: script to notify owner on comment Date: Mon, 12 Sep 2011 20:13:25 -0400 From: Gilbert Rebeiro To: rt-users at lists.bestpractical.com Hi, When someone else (not the owner) from the support team puts a comment on the ticket we would like the owner to be notified with an email with the comment. RT4 Thanks, Gilbert -------------- next part -------------- An HTML attachment was scrubbed... URL: From gilbert at dido.ca Wed Sep 14 12:36:11 2011 From: gilbert at dido.ca (Gilbert Rebeiro) Date: Wed, 14 Sep 2011 12:36:11 -0400 Subject: [rt-users] script to notify owner on comment In-Reply-To: References: <4E6EA025.7080609@dido.ca> <4E70D012.3020907@dido.ca> Message-ID: <4E70D7FB.40309@dido.ca> So there is no way to have the action be ccadmins, and owner? On 14/09/2011 12:22 PM, Izz Abdullah wrote: > > Here it is: > > Scrips -> create a new one with these values: > > Condition - On Comment > > Action - Notify Owner > > Template - Global template: Correspondence > > Stage: TransactionCreate > > Should work...I have something very similar I previously setup. > > *From:*rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Izz > Abdullah > *Sent:* Wednesday, September 14, 2011 11:18 AM > *To:* rt-users at lists.bestpractical.com > *Cc:* 'Gilbert Rebeiro' > *Subject:* Re: [rt-users] script to notify owner on comment > > Hi Gilbert, > > I have done this before by creating a template for notifying the owner > on comment. No need for code, the base is already there. I can't > remember right off the top of my head (I am not currently accessing > that installation), but it seems like it was "Notify Owner" "On > Comment" "Transaction_OnCreate or OnComment). > > Maybe this helps a bit? > > *From:*rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of > *Gilbert Rebeiro > *Sent:* Wednesday, September 14, 2011 11:02 AM > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] script to notify owner on comment > > Anyone? > > -------- Original Message -------- > > *Subject: * > > > > script to notify owner on comment > > *Date: * > > > > Mon, 12 Sep 2011 20:13:25 -0400 > > *From: * > > > > Gilbert Rebeiro > > *To: * > > > > rt-users at lists.bestpractical.com > > Hi, > > When someone else (not the owner) from the support team puts a comment > on the ticket we would like the owner to be notified with an email with the comment. > > RT4 > > Thanks, > Gilbert -------------- next part -------------- An HTML attachment was scrubbed... URL: From Izz.Abdullah at hibbett.com Wed Sep 14 12:41:02 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Wed, 14 Sep 2011 11:41:02 -0500 Subject: [rt-users] script to notify owner on comment In-Reply-To: <4E70D7FB.40309@dido.ca> References: <4E6EA025.7080609@dido.ca> <4E70D012.3020907@dido.ca> <4E70D7FB.40309@dido.ca> Message-ID: You could create two different scrips, one to notify owner, and the other to notify ccAdmins. Both will receive the email relatively immediate. Correction: "Notify Owner as Comment" and "Notify AdminCCs as Comment" From: Gilbert Rebeiro [mailto:gilbert at dido.ca] Sent: Wednesday, September 14, 2011 11:36 AM To: Izz Abdullah Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] script to notify owner on comment So there is no way to have the action be ccadmins, and owner? On 14/09/2011 12:22 PM, Izz Abdullah wrote: Here it is: Scrips -> create a new one with these values: Condition - On Comment Action - Notify Owner Template - Global template: Correspondence Stage: TransactionCreate Should work...I have something very similar I previously setup. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Wednesday, September 14, 2011 11:18 AM To: rt-users at lists.bestpractical.com Cc: 'Gilbert Rebeiro' Subject: Re: [rt-users] script to notify owner on comment Hi Gilbert, I have done this before by creating a template for notifying the owner on comment. No need for code, the base is already there. I can't remember right off the top of my head (I am not currently accessing that installation), but it seems like it was "Notify Owner" "On Comment" "Transaction_OnCreate or OnComment). Maybe this helps a bit? From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gilbert Rebeiro Sent: Wednesday, September 14, 2011 11:02 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] script to notify owner on comment Anyone? -------- Original Message -------- Subject: script to notify owner on comment Date: Mon, 12 Sep 2011 20:13:25 -0400 From: Gilbert Rebeiro To: rt-users at lists.bestpractical.com Hi, When someone else (not the owner) from the support team puts a comment on the ticket we would like the owner to be notified with an email with the comment. RT4 Thanks, Gilbert -------------- next part -------------- An HTML attachment was scrubbed... URL: From lhenry at bcgov.net Wed Sep 14 12:36:41 2011 From: lhenry at bcgov.net (Henry, Laura) Date: Wed, 14 Sep 2011 16:36:41 +0000 Subject: [rt-users] Show tickets less than a week old In-Reply-To: References: <4E6EA025.7080609@dido.ca> <4E70D012.3020907@dido.ca> Message-ID: I?d like to configure RT at a Glance to show newest tickets (say, created in the last week), regardless of owner or status. I found a way to search for ?new? tickets, and for tickets created on/before/after a particular date, but is there a way to show ? or make a saved search for ? tickets created ?one week ago from today? whatever ?today? may be, rather than ?created after September 7?? Laura C. Henry, MLS Assistant Systems Librarian Beaufort County Library 311 Scott Street, Beaufort, SC 29902 Phone 843.255.6444 lhenry at bcgov.net www.beaufortcountylibrary.org For Learning ? For Leisure ? For Life From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Wednesday, September 14, 2011 12:22 PM To: rt-users at lists.bestpractical.com Cc: 'Gilbert Rebeiro' Subject: Re: [rt-users] script to notify owner on comment Here it is: Scrips -> create a new one with these values: Condition - On Comment Action - Notify Owner Template - Global template: Correspondence Stage: TransactionCreate Should work?I have something very similar I previously setup. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Wednesday, September 14, 2011 11:18 AM To: rt-users at lists.bestpractical.com Cc: 'Gilbert Rebeiro' Subject: Re: [rt-users] script to notify owner on comment Hi Gilbert, I have done this before by creating a template for notifying the owner on comment. No need for code, the base is already there. I can?t remember right off the top of my head (I am not currently accessing that installation), but it seems like it was ?Notify Owner? ?On Comment? ?Transaction_OnCreate or OnComment). Maybe this helps a bit? From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gilbert Rebeiro Sent: Wednesday, September 14, 2011 11:02 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] script to notify owner on comment Anyone? -------- Original Message -------- Subject: script to notify owner on comment Date: Mon, 12 Sep 2011 20:13:25 -0400 From: Gilbert Rebeiro To: rt-users at lists.bestpractical.com Hi, When someone else (not the owner) from the support team puts a comment on the ticket we would like the owner to be notified with an email with the comment. RT4 Thanks, Gilbert -------------- next part -------------- An HTML attachment was scrubbed... URL: From MarkRoedel at letu.edu Wed Sep 14 12:58:49 2011 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Wed, 14 Sep 2011 16:58:49 +0000 Subject: [rt-users] Show tickets less than a week old In-Reply-To: References: <4E6EA025.7080609@dido.ca> <4E70D012.3020907@dido.ca> Message-ID: <2B3D699B434F1F49B73F97861B5FD5446F6450BA@Mail-DB-1.letnet.net> Yep ? this is one of my favorite things to show off about RT. ? Try doing a search for tickets created after ?7 days ago?. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Henry, Laura Sent: Wednesday, September 14, 2011 11:37 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Show tickets less than a week old I?d like to configure RT at a Glance to show newest tickets (say, created in the last week), regardless of owner or status. I found a way to search for ?new? tickets, and for tickets created on/before/after a particular date, but is there a way to show ? or make a saved search for ? tickets created ?one week ago from today? whatever ?today? may be, rather than ?created after September 7?? -------------- next part -------------- An HTML attachment was scrubbed... URL: From lhenry at bcgov.net Wed Sep 14 13:01:53 2011 From: lhenry at bcgov.net (Henry, Laura) Date: Wed, 14 Sep 2011 17:01:53 +0000 Subject: [rt-users] Show tickets less than a week old In-Reply-To: <2B3D699B434F1F49B73F97861B5FD5446F6450BA@Mail-DB-1.letnet.net> References: <4E6EA025.7080609@dido.ca> <4E70D012.3020907@dido.ca> <2B3D699B434F1F49B73F97861B5FD5446F6450BA@Mail-DB-1.letnet.net> Message-ID: Oh, that?s awesome! Thank you! Laura C. Henry, MLS Assistant Systems Librarian Beaufort County Library 311 Scott Street, Beaufort, SC 29902 Phone 843.255.6444 lhenry at bcgov.net www.beaufortcountylibrary.org For Learning ? For Leisure ? For Life From: Roedel, Mark [mailto:MarkRoedel at letu.edu] Sent: Wednesday, September 14, 2011 12:59 PM To: Henry, Laura; rt-users at lists.bestpractical.com Subject: RE: Show tickets less than a week old Yep ? this is one of my favorite things to show off about RT. ? Try doing a search for tickets created after ?7 days ago?. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Henry, Laura Sent: Wednesday, September 14, 2011 11:37 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Show tickets less than a week old I?d like to configure RT at a Glance to show newest tickets (say, created in the last week), regardless of owner or status. I found a way to search for ?new? tickets, and for tickets created on/before/after a particular date, but is there a way to show ? or make a saved search for ? tickets created ?one week ago from today? whatever ?today? may be, rather than ?created after September 7?? -------------- next part -------------- An HTML attachment was scrubbed... URL: From Hossein.Rafighi at triumf.ca Wed Sep 14 13:42:02 2011 From: Hossein.Rafighi at triumf.ca (Hossein Rafighi) Date: Wed, 14 Sep 2011 10:42:02 -0700 Subject: [rt-users] Multiple value match for attr_match_list - multiple email addresses In-Reply-To: <20110913224733.GW71957@jibsheet.com> References: <0C01F2FF7A864C838226258C178E2F22@oxfhqit> <4B325EC1.8030204@infracaninophile.co.uk> <8D488EB0150D42299FE435B97D7115D5@oxfhqit> <20091223183609.GN867@jibsheet.com> <4B332BF7.3010209@infracaninophile.co.uk> <89771F227034477380C62859771A123C@oxfhqit> <4E6FA94C.2060508@triumf.ca> <20110913214253.GU71957@jibsheet.com> <4E6FD6A8.6040804@triumf.ca> <20110913224733.GW71957@jibsheet.com> Message-ID: <4E70E76A.3050601@triumf.ca> Hi, I modified the subject line to multiple email addresses. I just received an email off the list that was advising me to do the following to achieve what I want. I should emphasize that my users are all in one domain. Sine both John.Doe at triumf.ca and jdoe at triumf.ca are the same person I want him to be able to submit a ticket and reply to his ticket no matter which email address his "From:" is set to. Also if possible, I want him to be able to use either John Doe, or jdoe as username to login to the web interface. The advise is to enable the following: Set($CanonicalizeEmailAddressMatch , '(^rt\@triumf.ca)\.(cc\.)?cn\.ca$'); Set($CanonicalizeEmailAddressReplace , 'uid.ca'); Any ideas? Hossein On 9/13/2011 3:47 PM, Kevin Falcone wrote: > On Tue, Sep 13, 2011 at 03:18:16PM -0700, Hossein Rafighi wrote: >> Much appreciated. Using alternate email addresses instead of alternate uids sounds even >> better. Is this url: [1]http://requesttracker.wikia.com/wiki/AutoCreateAndCanonicalizeUserInfo >> what I need? If not, can you please point me to a page where step-by-step instruction is. > Nope, that page is about 5 years out of date and won't work with any > modern version of RT. Thanks for pointing it out, I've added the > relevant warning flags. > > As I mentioned, it's a branch in the github repo for > RT-Authen-ExternalAuth. There are no step by step instructions for > setting it up. You'd need to be comfortable making a git clone and > switching branches and reading the updated documentation. You can > find the github repo https://github.com/bestpractical/rt-authen-externalauth > > -kevin -- _____ _____ _____ _ _ _ _ ____ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, CANADA, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_____| \___/ |_| |_||_| Website: http://www.triumf.ca From falcone at bestpractical.com Wed Sep 14 13:55:45 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 14 Sep 2011 13:55:45 -0400 Subject: [rt-users] Multiple value match for attr_match_list - multiple email addresses In-Reply-To: <4E70E76A.3050601@triumf.ca> References: <8D488EB0150D42299FE435B97D7115D5@oxfhqit> <20091223183609.GN867@jibsheet.com> <4B332BF7.3010209@infracaninophile.co.uk> <89771F227034477380C62859771A123C@oxfhqit> <4E6FA94C.2060508@triumf.ca> <20110913214253.GU71957@jibsheet.com> <4E6FD6A8.6040804@triumf.ca> <20110913224733.GW71957@jibsheet.com> <4E70E76A.3050601@triumf.ca> Message-ID: <20110914175545.GA71957@jibsheet.com> On Wed, Sep 14, 2011 at 10:42:02AM -0700, Hossein Rafighi wrote: > Hi, > I modified the subject line to multiple email addresses. I just > received an email off the list that was advising me to do the > following to achieve what I want. I should emphasize that my users > are all in one domain. Sine both John.Doe at triumf.ca and > jdoe at triumf.ca are the same person I want him to be able to submit a > ticket and reply to his ticket no matter which email address his > "From:" is set to. Also if possible, I want him to be able to use > either John Doe, or jdoe as username to login to the web interface. > > The advise is to enable the following: > > Set($CanonicalizeEmailAddressMatch , > '(^rt\@triumf.ca)\.(cc\.)?cn\.ca$'); > Set($CanonicalizeEmailAddressReplace , 'uid.ca'); > If you can write a regular expression to rewrite John.Doe to jdoe consistently across your userbase, then you can use that option. Normally, it's used to normalize people who write from @host.domain.tld and @domain.tld to all come from @domain.tld. Your proposed settings don't look like they would do what you propose. Have you reviewed the documentation in RT4? -kevin > > On 9/13/2011 3:47 PM, Kevin Falcone wrote: > >On Tue, Sep 13, 2011 at 03:18:16PM -0700, Hossein Rafighi wrote: > >> Much appreciated. Using alternate email addresses instead of alternate uids sounds even > >> better. Is this url: [1]http://requesttracker.wikia.com/wiki/AutoCreateAndCanonicalizeUserInfo > >> what I need? If not, can you please point me to a page where step-by-step instruction is. > >Nope, that page is about 5 years out of date and won't work with any > >modern version of RT. Thanks for pointing it out, I've added the > >relevant warning flags. > > > >As I mentioned, it's a branch in the github repo for > >RT-Authen-ExternalAuth. There are no step by step instructions for > >setting it up. You'd need to be comfortable making a git clone and > >switching branches and reading the updated documentation. You can > >find the github repo https://github.com/bestpractical/rt-authen-externalauth -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Hossein.Rafighi at triumf.ca Wed Sep 14 16:02:12 2011 From: Hossein.Rafighi at triumf.ca (Hossein Rafighi) Date: Wed, 14 Sep 2011 13:02:12 -0700 Subject: [rt-users] Multiple value match for attr_match_list - multiple email addresses In-Reply-To: <20110914175545.GA71957@jibsheet.com> References: <8D488EB0150D42299FE435B97D7115D5@oxfhqit> <20091223183609.GN867@jibsheet.com> <4B332BF7.3010209@infracaninophile.co.uk> <89771F227034477380C62859771A123C@oxfhqit> <4E6FA94C.2060508@triumf.ca> <20110913214253.GU71957@jibsheet.com> <4E6FD6A8.6040804@triumf.ca> <20110913224733.GW71957@jibsheet.com> <4E70E76A.3050601@triumf.ca> <20110914175545.GA71957@jibsheet.com> Message-ID: <4E710844.6010509@triumf.ca> I thought it sounded to good to be true! Your explanations makes sense. As for reading the documentation, I've looked at everything in the /docs directory of the RT tarball, but nothing substantial to what I want. Hossein On 9/14/2011 10:55 AM, Kevin Falcone wrote: > On Wed, Sep 14, 2011 at 10:42:02AM -0700, Hossein Rafighi wrote: >> Hi, >> I modified the subject line to multiple email addresses. I just >> received an email off the list that was advising me to do the >> following to achieve what I want. I should emphasize that my users >> are all in one domain. Sine both John.Doe at triumf.ca and >> jdoe at triumf.ca are the same person I want him to be able to submit a >> ticket and reply to his ticket no matter which email address his >> "From:" is set to. Also if possible, I want him to be able to use >> either John Doe, or jdoe as username to login to the web interface. >> >> The advise is to enable the following: >> >> Set($CanonicalizeEmailAddressMatch , >> '(^rt\@triumf.ca)\.(cc\.)?cn\.ca$'); >> Set($CanonicalizeEmailAddressReplace , 'uid.ca'); >> > If you can write a regular expression to rewrite John.Doe to jdoe > consistently across your userbase, then you can use that option. > Normally, it's used to normalize people who write from @host.domain.tld > and @domain.tld to all come from @domain.tld. > > Your proposed settings don't look like they would do what you propose. > Have you reviewed the documentation in RT4? > > -kevin > >> On 9/13/2011 3:47 PM, Kevin Falcone wrote: >>> On Tue, Sep 13, 2011 at 03:18:16PM -0700, Hossein Rafighi wrote: >>>> Much appreciated. Using alternate email addresses instead of alternate uids sounds even >>>> better. Is this url: [1]http://requesttracker.wikia.com/wiki/AutoCreateAndCanonicalizeUserInfo >>>> what I need? If not, can you please point me to a page where step-by-step instruction is. >>> Nope, that page is about 5 years out of date and won't work with any >>> modern version of RT. Thanks for pointing it out, I've added the >>> relevant warning flags. >>> >>> As I mentioned, it's a branch in the github repo for >>> RT-Authen-ExternalAuth. There are no step by step instructions for >>> setting it up. You'd need to be comfortable making a git clone and >>> switching branches and reading the updated documentation. You can >>> find the github repo https://github.com/bestpractical/rt-authen-externalauth >>> >>> >>> -------- >>> RT Training Sessions (http://bestpractical.com/services/training.html) >>> * Chicago, IL, USA --- September 26& 27, 2011 >>> * San Francisco, CA, USA --- October 18& 19, 2011 >>> * Washington DC, USA --- October 31& November 1, 2011 >>> * Melbourne VIC, Australia --- November 28& 29, 2011 >>> * Barcelona, Spain --- November 28& 29, 2011 -- _____ _____ _____ _ _ _ _ ____ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, CANADA, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_____| \___/ |_| |_||_| Website: http://www.triumf.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From thierry.thelliez.tech at gmail.com Wed Sep 14 20:02:24 2011 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Wed, 14 Sep 2011 18:02:24 -0600 Subject: [rt-users] Password format and expiration Message-ID: Just curious if anyone has implemented a password format validation and password expiration system for RT? We would like to have our users follow some password requirements (not the same as the username, no less that x characters, at least a special character, at least a number, ... ) and these passwords should expire after x number of months... Thierry From efinley.lists at gmail.com Wed Sep 14 20:41:14 2011 From: efinley.lists at gmail.com (Elliot Finley) Date: Wed, 14 Sep 2011 18:41:14 -0600 Subject: [rt-users] Workflow Reporting Message-ID: If I have the following queues: TT-Triage TT-InsidePlant TT-OutsidePlant TT-CustomerResolution TT-Billing and the following groups: DispatchGroup ISPGroup OSPGroup CSRGroup BillingGroup A ticket would come into TT-Triage and someone in the DispatchGroup would take the ticket and decide whether to send it to TT-InsidePlant or TT-OutsidePlant. Someone from the ISPGroup or OSPGroup respectively would take and work the ticket, then push it into the TT-CustomerResolution queue where someone from the CSRGroup would call the customer and follow up to decide if the trouble has in fact been solved. If it has, the ticket would then be pushed to TT-Billing where someone in the BillingGroup would take the ticket and bill the customer. The ticket would then finally be resolved. I'd like to be able to see how many tickets passed through the TT-OutsidePlant queue, how long they were in the queue, who worked the ticket and how long it took them. These are the metrics. Obviously they'd need to be displayed/arranged/sorted in different ways. My question is, Is there a ticket search that I can do that would show this information? If not, is this information even available? i.e. Does each ticket keep track of each person that worked on the ticket and how much time they had it? How should I attack this? Any tips/pointers/RTFM would be greatly appreciated. Thanks in advance, Elliot From chrisherrmann7 at gmail.com Wed Sep 14 21:36:25 2011 From: chrisherrmann7 at gmail.com (Chris Herrmann) Date: Thu, 15 Sep 2011 11:36:25 +1000 Subject: [rt-users] RT 3.8.7 Forward Transaction or Ticket shows up as attachment rather than inline In-Reply-To: References: Message-ID: Hi Thomas, Thanks for this. We're not ready yet to move to RT4 as we have other dependant systems (billing, reporting) that will need to be upgraded to work with RT4. Conceptually I think forwarding an entire ticket is OK as an attachment, but forwarding a single comment should not be - it should essentially work the same way as any regular comment reply, except that the "forward" button grabs the contents of the transaction in question and prepopulates the content area, so that it can be modified if required. I'll check ForwardFromUser a bit later, thanks for the pointer. Regards, Chris RT 4.0.2 improves the format of forwards. Tickets and transactions are still forwarded as an attachment, rather than inline, but in our testing the new format was handled much better by mail clients, including gmail. Inline forwarding is something we briefly discussed, but it's not planned at the moment. There are some questions to how it would work, especially formatting-wise when sending an entire ticket instead of a single transaction. > The other issue with the forwarded ticket is that the from address does > not pick up the queue address or "Chris via RT" with the correct email > address, rather it picks up the system default address. That should not be the case, even in 3.8.7. If the ForwardFromUser option is enabled, then the user's address will be used, otherwise the queue correspond address is used, and failing that, the system default correspond address. Thomas -------------- next part -------------- An HTML attachment was scrubbed... URL: From Gabriele.Franzini at nervianoms.com Thu Sep 15 02:36:31 2011 From: Gabriele.Franzini at nervianoms.com (Franzini, Gabriele [Nervianoms]) Date: Thu, 15 Sep 2011 08:36:31 +0200 Subject: [rt-users] Password format and expiration In-Reply-To: References: Message-ID: <69D768435B870B498704129A048CDB1907BCF573@nermbxs08.nervianoms.com> Hello Thierry, To achieve this result, we switched to External Authentication (Active Directory, in our case), so we can leverage AD password policies. HTH, Gabriele --------------------------------------------------------- >From: Thierry Thelliez >To: rt-users at lists.bestpractical.com >Subject: [rt-users] Password format and expiration > >Just curious if anyone has implemented a password format validation and >password expiration system for RT? > >We would like to have our users follow some password requirements >(not the same as the username, no less that x characters, at least a >special character, at least a number, ... ) and these passwords >should expire after x number of months... > > >Thierry This message has been scanned for malware by Websense. www.websense.com From mark at good-stuff.co.uk Thu Sep 15 03:51:19 2011 From: mark at good-stuff.co.uk (Mark Goodge) Date: Thu, 15 Sep 2011 08:51:19 +0100 Subject: [rt-users] IE9 and WYSIWYG editor Message-ID: <4E71AE77.2050303@good-stuff.co.uk> We seem to have a problem with the wysiwyg editor in RT3 with IE9. When trying to paste, a pop-up box appears which then hangs. I haven't seen this before on any other browser (it didn't happen on IE8, and it doesn't happen with Chrome or Firefox). Has anyone else seen this issue, and, if so does anyone have any suggestions for resolving it (that don't include either "not using wysiwyg", "using a different browser" and "rolling back to IE8")? Mark -- Sent from my Babbage Difference Engine http://mark.goodge.co.uk http://www.ratemysupermarket.com From indrekpaas at gmail.com Thu Sep 15 04:04:50 2011 From: indrekpaas at gmail.com (Indrek Paas) Date: Thu, 15 Sep 2011 11:04:50 +0300 Subject: [rt-users] RT4.0.2 Branded Queue In-Reply-To: <20110914142546.GY71957@jibsheet.com> References: <20110913140332.GS71957@jibsheet.com> <20110913184628.GT71957@jibsheet.com> <20110914142546.GY71957@jibsheet.com> Message-ID: On Wed, Sep 14, 2011 at 5:25 PM, Kevin Falcone wrote: > On Wed, Sep 14, 2011 at 03:23:51PM +0300, Indrek Paas wrote: >> I have a clean RT 4.0.2 install. Templates have not been modified in any way. >> I tried modifying the Autoreply template by translating the text to my >> native language but this broke the RT4 autoreply. When new ticket was >> created no reply was sent. >> >> But is this "fix a number of places to use $TicketObj->SubjectTag" >> required to get the Queue branding to work? > > Nope, the RT4 templates already called $TicketObj->SubjectTag > >> >> There is no need to reply to this message right now. ?Your ticket has been >> >> assigned an ID of [support #46]. >> >> >> >> Please include the string: >> >> >> >> ? ? ? ? [support #46] > > What did you expect to see here? WEB - which is the queue name. I can see it in the top part of the message. This message has been automatically generated in response to the creation of a trouble ticket regarding: "WEB: VPN serveri m?lu", And aslo on subject line it states "support". -- Indrek > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ? September 26 & 27, 2011 > * ?San Francisco, CA, USA ? October 18 & 19, 2011 > * ?Washington DC, USA ? October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ? November 28 & 29, 2011 > * ?Barcelona, Spain ? November 28 & 29, 2011 > From nicolas.guiot at risc-group.com Thu Sep 15 08:04:17 2011 From: nicolas.guiot at risc-group.com (Nicolas GUIOT) Date: Thu, 15 Sep 2011 14:04:17 +0200 Subject: [rt-users] Right needed to change queue for a ticket ? Message-ID: <20110915140417.75c9044c@ng-latitude.rscorl.local> Hi, User A is AdminCC ans has full rights on queue X and no right on queue Y. A ticket arrives on queue X, user A wants to move it to queue Y : what right on which queue does the user A need ? If I go to "basics" and try to change its queue, I can only see the queue A. Thanks for your help -- Nicolas GUIOT From vegard.vesterheim at uninett.no Thu Sep 15 08:23:34 2011 From: vegard.vesterheim at uninett.no (Vegard Vesterheim) Date: Thu, 15 Sep 2011 14:23:34 +0200 Subject: [rt-users] Rights problem in RT In-Reply-To: (Ruslan Zakirov's message of "Thu, 8 Sep 2011 12:23:17 +0400") References: <1svct3zgvs.fsf@voll.uninett.no> Message-ID: <1s4o0eouyh.fsf@voll.uninett.no> On Thu, 8 Sep 2011 12:23:17 +0400 Ruslan Zakirov wrote: > May be you granted this right to requestors role in some queue. Select > directly from ACL table to list all AC entries with that right. Yup, you are right. Querying the ACL table showed that someone recently had defined a new queue with the OwnTicket right assigned to Everyone! Removing that right solved the problem. Thank you for the hint. - Vegard V - From aaron.techgeeks at gmail.com Thu Sep 15 09:46:24 2011 From: aaron.techgeeks at gmail.com (Aaron Zuercher) Date: Thu, 15 Sep 2011 08:46:24 -0500 Subject: [rt-users] RT4 & asset tracker Message-ID: Hello, Happy RT 3.8 user here. I am interested in adding AssetTracker to my install to use for inventory. I'm wondering if I should move to RT4 at the same time? Does AT play well with RT4? Thanks, Aaron -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Sep 15 09:51:40 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 15 Sep 2011 17:51:40 +0400 Subject: [rt-users] RT4 & asset tracker In-Reply-To: References: Message-ID: On Thu, Sep 15, 2011 at 5:46 PM, Aaron Zuercher wrote: > Hello, > Happy RT 3.8 user here.? I am interested in adding AssetTracker to my > install to use for inventory.?? I'm wondering if I should move to RT4 at the > same time?? Does AT play well with RT4? Not yet. Earlier Todd offered betas for testing with RT4. Look in archives of the list. > > Thanks, > Aaron > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ? September 26 & 27, 2011 > * ?San Francisco, CA, USA ? October 18 & 19, 2011 > * ?Washington DC, USA ? October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ? November 28 & 29, 2011 > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From Izz.Abdullah at hibbett.com Thu Sep 15 09:52:49 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Thu, 15 Sep 2011 08:52:49 -0500 Subject: [rt-users] Updating RT_SiteConfig in RT4.0.2 Message-ID: In 3.8 we ran a script something like "update-siteconfig-rt3.8". Is there something like this in RT 4.0.2? I have a fresh install (manual of course) on Ubuntu Server Natty (11.04) and am unable, at this point to serve pages from RT. A big change in the apache configuration as well from the jump to RT4 from RT3.8. Help is greatly appreciated. -Izz -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.techgeeks at gmail.com Thu Sep 15 09:57:14 2011 From: aaron.techgeeks at gmail.com (Aaron Zuercher) Date: Thu, 15 Sep 2011 08:57:14 -0500 Subject: [rt-users] RT4 & asset tracker In-Reply-To: References: Message-ID: Thanks, I'll stick with 3.8 for now. Where is the latest code for AT? I've seen a google code page and a github page and I'm not sure where the most current code is. Aaron On Thu, Sep 15, 2011 at 8:51 AM, Ruslan Zakirov wrote: > On Thu, Sep 15, 2011 at 5:46 PM, Aaron Zuercher > wrote: > > Hello, > > Happy RT 3.8 user here. I am interested in adding AssetTracker to my > > install to use for inventory. I'm wondering if I should move to RT4 at > the > > same time? Does AT play well with RT4? > > Not yet. Earlier Todd offered betas for testing with RT4. Look in > archives of the list. > > > > > > Thanks, > > Aaron > > > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Chicago, IL, USA ? September 26 & 27, 2011 > > * San Francisco, CA, USA ? October 18 & 19, 2011 > > * Washington DC, USA ? October 31 & November 1, 2011 > > * Melbourne VIC, Australia ? November 28 & 29, 2011 > > * Barcelona, Spain ? November 28 & 29, 2011 > > > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Thu Sep 15 10:04:04 2011 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Thu, 15 Sep 2011 16:04:04 +0200 Subject: [rt-users] RT4 & asset tracker In-Reply-To: References: Message-ID: <436FE96A-7B05-441D-BABE-5B7B24472560@googlemail.com> Use the git, it is the latest for 3.8 Von meinem iPhone gesendet Am 15.09.2011 um 15:57 schrieb Aaron Zuercher : > Thanks, > I'll stick with 3.8 for now. Where is the latest code for AT? I've seen a google code page and a github page and I'm not sure where the most current code is. > > Aaron > > > > On Thu, Sep 15, 2011 at 8:51 AM, Ruslan Zakirov wrote: > On Thu, Sep 15, 2011 at 5:46 PM, Aaron Zuercher > wrote: > > Hello, > > Happy RT 3.8 user here. I am interested in adding AssetTracker to my > > install to use for inventory. I'm wondering if I should move to RT4 at the > > same time? Does AT play well with RT4? > > Not yet. Earlier Todd offered betas for testing with RT4. Look in > archives of the list. > > > > > > Thanks, > > Aaron > > > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Chicago, IL, USA ? September 26 & 27, 2011 > > * San Francisco, CA, USA ? October 18 & 19, 2011 > > * Washington DC, USA ? October 31 & November 1, 2011 > > * Melbourne VIC, Australia ? November 28 & 29, 2011 > > * Barcelona, Spain ? November 28 & 29, 2011 > > > > > > -- > Best regards, Ruslan. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA ? September 26 & 27, 2011 > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Sep 15 10:24:35 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 15 Sep 2011 18:24:35 +0400 Subject: [rt-users] Updating RT_SiteConfig in RT4.0.2 In-Reply-To: References: Message-ID: Hi, There were no huge changes in how RT 4.0 process config files unlike it was in RT 3.8. Also, as far as I can see that script is debian specific thing. On Thu, Sep 15, 2011 at 5:52 PM, Izz Abdullah wrote: > In 3.8 we ran a script something like ?update-siteconfig-rt3.8?.? Is there > something like this in RT 4.0.2?? I have a fresh install (manual of course) > on Ubuntu Server Natty (11.04) and am unable, at this point to serve pages > from RT.? A big change in the apache configuration as well from the jump to > RT4 from RT3.8. > > > > Help is greatly appreciated. > > -Izz > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ? September 26 & 27, 2011 > * ?San Francisco, CA, USA ? October 18 & 19, 2011 > * ?Washington DC, USA ? October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ? November 28 & 29, 2011 > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From Izz.Abdullah at hibbett.com Thu Sep 15 10:32:56 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Thu, 15 Sep 2011 09:32:56 -0500 Subject: [rt-users] Updating RT_SiteConfig in RT4.0.2 In-Reply-To: References: Message-ID: Even if it is debian specific, I was running on an Ubuntu server previously with RT3.8. So what actually updates RT_Config.pm from the RT_SiteConfig.pm settings? Surely not simply restarting the apache service. -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, September 15, 2011 9:25 AM To: Izz Abdullah Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Updating RT_SiteConfig in RT4.0.2 Hi, There were no huge changes in how RT 4.0 process config files unlike it was in RT 3.8. Also, as far as I can see that script is debian specific thing. On Thu, Sep 15, 2011 at 5:52 PM, Izz Abdullah wrote: > In 3.8 we ran a script something like ?update-siteconfig-rt3.8?.? Is there > something like this in RT 4.0.2?? I have a fresh install (manual of course) > on Ubuntu Server Natty (11.04) and am unable, at this point to serve pages > from RT.? A big change in the apache configuration as well from the jump to > RT4 from RT3.8. > > > > Help is greatly appreciated. > > -Izz > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ? September 26 & 27, 2011 > * ?San Francisco, CA, USA ? October 18 & 19, 2011 > * ?Washington DC, USA ? October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ? November 28 & 29, 2011 > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From dominic.hargreaves at oucs.ox.ac.uk Thu Sep 15 10:43:50 2011 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Thu, 15 Sep 2011 15:43:50 +0100 Subject: [rt-users] Updating RT_SiteConfig in RT4.0.2 In-Reply-To: References: Message-ID: <20110915144349.GJ2818@gunboat-diplomat.oucs.ox.ac.uk> On Thu, Sep 15, 2011 at 09:32:56AM -0500, Izz Abdullah wrote: > Even if it is debian specific, I was running on an Ubuntu server previously with RT3.8. So what actually updates RT_Config.pm from the RT_SiteConfig.pm settings? Surely not simply restarting the apache service. update-rt-siteconfig takes the files in /etc/request-tracker3.8/RT_SiteConfig.d and uses them to construct /etc/request-tracker3.8/RT_SiteConfig.pm. It does not alter RT_Config.pm (which is installed under /usr in Debian). If you are installing RT 4 manually, you will just be updating RT_SiteConfig.pm directly. If you prefer to work with Debian packages, you might find that it's possible to backport 4.0 to Natty without too much work. (Incidentally, it looks like 11.10 will release with RT 4.0.1; if any Ubuntu users would prefer 4.0.2 in 11.10, now would be a good time to find an Ubuntu developer to sync this for you). -- 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 ruz at bestpractical.com Thu Sep 15 10:47:04 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 15 Sep 2011 18:47:04 +0400 Subject: [rt-users] Updating RT_SiteConfig in RT4.0.2 In-Reply-To: References: Message-ID: On Thu, Sep 15, 2011 at 6:32 PM, Izz Abdullah wrote: > Even if it is debian specific, I was running on an Ubuntu server previously with RT3.8. ?So what actually updates I can believe that was running some script. Ubuntu is a debian based distro and plenty of things migrate from Debian into Ubuntu. > RT_Config.pm from the RT_SiteConfig.pm settings? ?Surely not simply restarting the apache service. In vanilla RT nothing updates RT_Config.pm from RT_SiteConfig.pm. Both are loaded, as well as configs from plugins. Settings in SiteConfig just have the highest priority. > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: Thursday, September 15, 2011 9:25 AM > To: Izz Abdullah > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Updating RT_SiteConfig in RT4.0.2 > > Hi, > > There were no huge changes in how RT 4.0 process config files unlike > it was in RT 3.8. Also, as far as I can see that script is debian > specific thing. > > On Thu, Sep 15, 2011 at 5:52 PM, Izz Abdullah wrote: >> In 3.8 we ran a script something like ?update-siteconfig-rt3.8?.? Is there >> something like this in RT 4.0.2?? I have a fresh install (manual of course) >> on Ubuntu Server Natty (11.04) and am unable, at this point to serve pages >> from RT.? A big change in the apache configuration as well from the jump to >> RT4 from RT3.8. >> >> >> >> Help is greatly appreciated. >> >> -Izz >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * ?Chicago, IL, USA ? September 26 & 27, 2011 >> * ?San Francisco, CA, USA ? October 18 & 19, 2011 >> * ?Washington DC, USA ? October 31 & November 1, 2011 >> * ?Melbourne VIC, Australia ? November 28 & 29, 2011 >> * ?Barcelona, Spain ? November 28 & 29, 2011 >> > > > > -- > Best regards, Ruslan. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ?September 26 & 27, 2011 > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 -- Best regards, Ruslan. From Izz.Abdullah at hibbett.com Thu Sep 15 10:50:11 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Thu, 15 Sep 2011 09:50:11 -0500 Subject: [rt-users] Updating RT_SiteConfig in RT4.0.2 In-Reply-To: References: Message-ID: I am aware Ubuntu is a debian clone. Anyway, I admit I was mistaken about RT_Config being updated by RT_SiteConfig by that script. Either way, the script is no longer in 4.0.2, or maybe it is the newer server version I am using. I thought I had to run that script each time I updated the siteconfig file in order to see the changes in RT, but you know something, I also always restarted apache as well, so maybe that was the trick all along. Thanks everyone for your response! -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, September 15, 2011 9:47 AM To: Izz Abdullah Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Updating RT_SiteConfig in RT4.0.2 On Thu, Sep 15, 2011 at 6:32 PM, Izz Abdullah wrote: > Even if it is debian specific, I was running on an Ubuntu server previously with RT3.8. ?So what actually updates I can believe that was running some script. Ubuntu is a debian based distro and plenty of things migrate from Debian into Ubuntu. > RT_Config.pm from the RT_SiteConfig.pm settings? ?Surely not simply restarting the apache service. In vanilla RT nothing updates RT_Config.pm from RT_SiteConfig.pm. Both are loaded, as well as configs from plugins. Settings in SiteConfig just have the highest priority. > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: Thursday, September 15, 2011 9:25 AM > To: Izz Abdullah > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Updating RT_SiteConfig in RT4.0.2 > > Hi, > > There were no huge changes in how RT 4.0 process config files unlike > it was in RT 3.8. Also, as far as I can see that script is debian > specific thing. > > On Thu, Sep 15, 2011 at 5:52 PM, Izz Abdullah wrote: >> In 3.8 we ran a script something like ?update-siteconfig-rt3.8?.? Is there >> something like this in RT 4.0.2?? I have a fresh install (manual of course) >> on Ubuntu Server Natty (11.04) and am unable, at this point to serve pages >> from RT.? A big change in the apache configuration as well from the jump to >> RT4 from RT3.8. >> >> >> >> Help is greatly appreciated. >> >> -Izz >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * ?Chicago, IL, USA ? September 26 & 27, 2011 >> * ?San Francisco, CA, USA ? October 18 & 19, 2011 >> * ?Washington DC, USA ? October 31 & November 1, 2011 >> * ?Melbourne VIC, Australia ? November 28 & 29, 2011 >> * ?Barcelona, Spain ? November 28 & 29, 2011 >> > > > > -- > Best regards, Ruslan. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ?September 26 & 27, 2011 > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 -- Best regards, Ruslan. From ruz at bestpractical.com Thu Sep 15 11:19:19 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 15 Sep 2011 19:19:19 +0400 Subject: [rt-users] IE9 and WYSIWYG editor In-Reply-To: <4E71AE77.2050303@good-stuff.co.uk> References: <4E71AE77.2050303@good-stuff.co.uk> Message-ID: On Thu, Sep 15, 2011 at 11:51 AM, Mark Goodge wrote: > We seem to have a problem with the wysiwyg editor in RT3 with IE9. When > trying to paste, a pop-up box appears which then hangs. I haven't seen this > before on any other browser (it didn't happen on IE8, and it doesn't happen > with Chrome or Firefox). > > Has anyone else seen this issue, and, if so does anyone have any suggestions > for resolving it (that don't include either "not using wysiwyg", "using a > different browser" and "rolling back to IE8")? http://drupal.org/node/1235630 # try setting suggested in comment #6 http://dev.ckeditor.com/ticket/7397 > > Mark > -- > ?Sent from my Babbage Difference Engine > ?http://mark.goodge.co.uk > ?http://www.ratemysupermarket.com > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ?September 26 & 27, 2011 > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From falcone at bestpractical.com Thu Sep 15 12:43:53 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 15 Sep 2011 12:43:53 -0400 Subject: [rt-users] RT4.0.2 Branded Queue In-Reply-To: References: <20110913140332.GS71957@jibsheet.com> <20110913184628.GT71957@jibsheet.com> <20110914142546.GY71957@jibsheet.com> Message-ID: <20110915164353.GB71957@jibsheet.com> On Thu, Sep 15, 2011 at 11:04:50AM +0300, Indrek Paas wrote: > On Wed, Sep 14, 2011 at 5:25 PM, Kevin Falcone > wrote: > > On Wed, Sep 14, 2011 at 03:23:51PM +0300, Indrek Paas wrote: > >> I have a clean RT 4.0.2 install. Templates have not been modified in any way. > >> I tried modifying the Autoreply template by translating the text to my > >> native language but this broke the RT4 autoreply. When new ticket was > >> created no reply was sent. > >> > >> But is this "fix a number of places to use $TicketObj->SubjectTag" > >> required to get the Queue branding to work? > > > > Nope, the RT4 templates already called $TicketObj->SubjectTag > > > >> >> There is no need to reply to this message right now. ?Your ticket has been > >> >> assigned an ID of [support #46]. > >> >> > >> >> Please include the string: > >> >> > >> >> ? ? ? ? [support #46] > > > > What did you expect to see here? > > WEB - which is the queue name. > I can see it in the top part of the message. > > This message has been automatically generated in response to the > creation of a trouble ticket regarding: > "WEB: VPN serveri m?lu", > > And aslo on subject line it states "support". The Subject Tag affects the [support part of the subject, it doesn't prefix WEB onto the subject. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Sep 15 12:44:42 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 15 Sep 2011 12:44:42 -0400 Subject: [rt-users] Right needed to change queue for a ticket ? In-Reply-To: <20110915140417.75c9044c@ng-latitude.rscorl.local> References: <20110915140417.75c9044c@ng-latitude.rscorl.local> Message-ID: <20110915164442.GC71957@jibsheet.com> On Thu, Sep 15, 2011 at 02:04:17PM +0200, Nicolas GUIOT wrote: > Hi, > > User A is AdminCC ans has full rights on queue X and no right on queue Y. > > A ticket arrives on queue X, user A wants to move it to queue Y : what right on which queue does the user A need ? > > If I go to "basics" and try to change its queue, I can only see the queue A. You need ModifyTicket and you'll also need SeeQueue on the queue you want to move to. -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 Sep 15 12:47:22 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 15 Sep 2011 12:47:22 -0400 Subject: [rt-users] Multiple value match for attr_match_list - multiple email addresses In-Reply-To: <4E710844.6010509@triumf.ca> References: <4B332BF7.3010209@infracaninophile.co.uk> <89771F227034477380C62859771A123C@oxfhqit> <4E6FA94C.2060508@triumf.ca> <20110913214253.GU71957@jibsheet.com> <4E6FD6A8.6040804@triumf.ca> <20110913224733.GW71957@jibsheet.com> <4E70E76A.3050601@triumf.ca> <20110914175545.GA71957@jibsheet.com> <4E710844.6010509@triumf.ca> Message-ID: <20110915164722.GD71957@jibsheet.com> On Wed, Sep 14, 2011 at 01:02:12PM -0700, Hossein Rafighi wrote: > I thought it sounded to good to be true! Your explanations makes sense. > As for reading the documentation, I've looked at everything in the /docs directory of the RT > tarball, but nothing substantial to what I want. Documentation for configuration options such as $CanonicalizeEmailAddressMatch is in RT_Config.pm -kevin > > On Wed, Sep 14, 2011 at 10:42:02AM -0700, Hossein Rafighi wrote: > > Hi, > I modified the subject line to multiple email addresses. I just > received an email off the list that was advising me to do the > following to achieve what I want. I should emphasize that my users > are all in one domain. Sine both [1]John.Doe at triumf.ca and > [2]jdoe at triumf.ca are the same person I want him to be able to submit a > ticket and reply to his ticket no matter which email address his > "From:" is set to. Also if possible, I want him to be able to use > either John Doe, or jdoe as username to login to the web interface. > > The advise is to enable the following: > > Set($CanonicalizeEmailAddressMatch , > '(^rt\@triumf.ca)\.(cc\.)?cn\.ca$'); > Set($CanonicalizeEmailAddressReplace , 'uid.ca'); > > > If you can write a regular expression to rewrite John.Doe to jdoe > consistently across your userbase, then you can use that option. > Normally, it's used to normalize people who write from @host.domain.tld > and @domain.tld to all come from @domain.tld. > > Your proposed settings don't look like they would do what you propose. > Have you reviewed the documentation in RT4? > > -kevin > > > On 9/13/2011 3:47 PM, Kevin Falcone wrote: > > On Tue, Sep 13, 2011 at 03:18:16PM -0700, Hossein Rafighi wrote: > > Much appreciated. Using alternate email addresses instead of alternate uids sounds even > better. Is this url: [1][3]http://requesttracker.wikia.com/wiki/AutoCreateAndCanonicalizeUserInfo > what I need? If not, can you please point me to a page where step-by-step instruction is. > > Nope, that page is about 5 years out of date and won't work with any > modern version of RT. Thanks for pointing it out, I've added the > relevant warning flags. > > As I mentioned, it's a branch in the github repo for > RT-Authen-ExternalAuth. There are no step by step instructions for > setting it up. You'd need to be comfortable making a git clone and > switching branches and reading the updated documentation. You can > find the github repo [4]https://github.com/bestpractical/rt-authen-externalauth > > -------- > RT Training Sessions ([5]http://bestpractical.com/services/training.html) > * Chicago, IL, USA -- September 26 & 27, 2011 > * San Francisco, CA, USA -- October 18 & 19, 2011 > * Washington DC, USA -- October 31 & November 1, 2011 > * Melbourne VIC, Australia -- November 28 & 29, 2011 > * Barcelona, Spain -- November 28 & 29, 2011 > > -- > _____ _____ _____ _ _ _ _ ____ Hossein Rafighi > |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall > | | | |_| ) | | | | | || || |__ Vancouver BC, CANADA, V6T 2A3 > | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 > | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 > |_| |_| \_\|_____| \___/ |_| |_||_| Website: [6]http://www.triumf.ca > > References > > Visible links > 1. mailto:John.Doe at triumf.ca > 2. mailto:jdoe at triumf.ca > 3. http://requesttracker.wikia.com/wiki/AutoCreateAndCanonicalizeUserInfo > 4. https://github.com/bestpractical/rt-authen-externalauth > 5. http://bestpractical.com/services/training.html > 6. http://www.triumf.ca/ > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA ? September 26 & 27, 2011 > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From allen+rtlist at crystalfontz.com Thu Sep 15 13:40:06 2011 From: allen+rtlist at crystalfontz.com (Allen) Date: Thu, 15 Sep 2011 10:40:06 -0700 Subject: [rt-users] Updating RT_SiteConfig in RT4.0.2 Message-ID: > if any Ubuntu users would prefer 4.0.2 in 11.10, now would be a good time to find an Ubuntu developer to sync this for you I certainly would prefer that RT4.0.2 come with Ubuntu 11.10. What does "find an Ubuntu developer" mean? Does it mean vote and make noise in some issue tracking system? Or hire someone to fix the 4.0.1 packages? Allen From Izz.Abdullah at hibbett.com Thu Sep 15 15:04:18 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Thu, 15 Sep 2011 14:04:18 -0500 Subject: [rt-users] Implementing LDAP Authentication in RT 4.0.2 Message-ID: I have yet to find some definitive documentation on implementing LDAP authentication in RT 4.0.x. I found this wiki: http://requesttracker.wikia.com/wiki/LdapSiteConfigSettings I've also found a lot of other things related to outdated, very early 3.x, versions of RT. I would appreciate if anyone could assist in pointing me in the right direction. Thanks, Izz -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Thu Sep 15 15:44:57 2011 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 15 Sep 2011 15:44:57 -0400 Subject: [rt-users] Detailed programming API? Message-ID: <4DD6AB329450D847913EA76D7F3C6B830FD820F3@valkyrie.ogp.qvii.com> I'm trying to write some scrips for RT, specifically one that will take a requestors email address & see if they are a current user. If not, create a password & allow the user to get in. Nothing I'm trying is working at all. My Perl is a little rusty, but I'm having a hell of a time figuring out what to call from where. The perldoc for the .pm files in the /lib/RT folder seems to be the only reference. Is there something a little more detailed out there? Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Sep 15 15:46:35 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 15 Sep 2011 15:46:35 -0400 Subject: [rt-users] Implementing LDAP Authentication in RT 4.0.2 In-Reply-To: References: Message-ID: <20110915194635.GE71957@jibsheet.com> On Thu, Sep 15, 2011 at 02:04:18PM -0500, Izz Abdullah wrote: > I have yet to find some definitive documentation on implementing LDAP authentication in RT > 4.0.x. I found this wiki: [1]http://requesttracker.wikia.com/wiki/LdapSiteConfigSettings > > I've also found a lot of other things related to outdated, very early 3.x, versions of RT. I > would appreciate if anyone could assist in pointing me in the right direction. You appear to have found another wildly out of date wiki page. Thanks, I've added the appropriate category. If you review: http://requesttracker.wikia.com/wiki/LDAP It points at the relevant options. RT-Authen-ExternalAuth 0.09 or mod_auth_kerb work fine with 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 yan at seiner.com Thu Sep 15 16:25:31 2011 From: yan at seiner.com (Yan Seiner) Date: Thu, 15 Sep 2011 13:25:31 -0700 (PDT) Subject: [rt-users] Attachment links to email doesn't work in 4.0 Message-ID: <5da6f47038091da8aecb6088d26ad961.squirrel@mail.seiner.com> We are using this code snippet in our comments template to send attachments as links rather than actual attachments. http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail It works fine in 3.8, but fails to work in 4.0. No links appear. When I modify the last line to say $res = length($res) ? ' Attachments: ' . $res : ' No attachments.'; the resulting email shows "No attachments".... Any RT gurus out there can shed some light on this? -- In 2012 we get to choose whether to throw out the baby with the bathwater, deny that the baby needs a bath, or have the government pay for the baby and the bathwater. From dominic.hargreaves at oucs.ox.ac.uk Thu Sep 15 17:28:55 2011 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Thu, 15 Sep 2011 22:28:55 +0100 Subject: [rt-users] Updating RT_SiteConfig in RT4.0.2 In-Reply-To: References: Message-ID: <20110915212855.GA27227@sysdev.oucs.ox.ac.uk> On Thu, Sep 15, 2011 at 10:40:06AM -0700, Allen wrote: > > if any Ubuntu users would prefer 4.0.2 in 11.10, now would be a good time to find an Ubuntu developer to sync this for you > > I certainly would prefer that RT4.0.2 come with Ubuntu 11.10. What > does "find an Ubuntu developer" mean? Does it mean vote and make noise > in some issue tracking system? Or hire someone to fix the 4.0.1 > packages? Probably filing a bug against request-tracker4 in launchpad would be a good way to start. It's just a simple action for someone with the right access, I believe; the 4.0.1 packages are unmodified from my Debian ones so there's no remerging to do. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From Izz.Abdullah at hibbett.com Thu Sep 15 17:49:37 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Thu, 15 Sep 2011 16:49:37 -0500 Subject: [rt-users] Implementing LDAP Authentication in RT 4.0.2 In-Reply-To: <20110915194635.GE71957@jibsheet.com> References: <20110915194635.GE71957@jibsheet.com> Message-ID: Thanks a ton. I got this installed and tweaked the RT_SiteConfig file, but I get the following error: Can't use string ("My_LDAP") as an ARRAY ref while "strict refs" in use at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 55. If I comment the use strict; out of the ExternalAuth perl directive, then I can access RT, but not utilizing LDAP. Any ideas? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, September 15, 2011 2:47 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 On Thu, Sep 15, 2011 at 02:04:18PM -0500, Izz Abdullah wrote: > I have yet to find some definitive documentation on implementing LDAP authentication in RT > 4.0.x. I found this wiki: [1]http://requesttracker.wikia.com/wiki/LdapSiteConfigSettings > > I've also found a lot of other things related to outdated, very early 3.x, versions of RT. I > would appreciate if anyone could assist in pointing me in the right direction. You appear to have found another wildly out of date wiki page. Thanks, I've added the appropriate category. If you review: http://requesttracker.wikia.com/wiki/LDAP It points at the relevant options. RT-Authen-ExternalAuth 0.09 or mod_auth_kerb work fine with RT4 -kevin From allen+rtlist at crystalfontz.com Thu Sep 15 19:22:46 2011 From: allen+rtlist at crystalfontz.com (Allen) Date: Thu, 15 Sep 2011 16:22:46 -0700 Subject: [rt-users] RT3.8 -> RT4 Callback changes - Elements/Tabs/Default Message-ID: So is the answer to this question to continue to use Callback but with the filename "Privileged" instead of "Default" ? What is the code to make a new Menu item at the top of every page? /opt/rt4/local/html/Callbacks/Default/Ticket/Elements/Tabs/Privileged with <%INIT> Menu->child( new => title => "bbbbbbbbb" => path => "/lalala?lala=1" ); does nothing. The suggestion to look at JsGant extension is not that helpful because they are just operating on what used to be the top tab menu items in 3.x. I want to add an item to the "Tickets" global menu item (what used to be the left side nav in 3.x). is "PageMenu" for the toptabs and "Menu" for the global menu? The only other info I could find on this topic is http://www.gossamer-threads.com/lists/rt/users/104918 and that isn;t much to go on. Could I have a code example of how someone has added something to the global menu in 4.x? Allen From lanang.sejagat at gmail.com Fri Sep 16 01:09:46 2011 From: lanang.sejagat at gmail.com (Lanang Sejagat) Date: Fri, 16 Sep 2011 13:09:46 +0800 Subject: [rt-users] Customize Custom Field Display Message-ID: Hi all, I installed the extension for CustomField-Checkbox. I have a few field for the checkbox that has more than 10 values. How do I customize the ticket display for this, so that I can group it together to have said 5 value per row. The default for the ticket display is two column. When creating a new ticket there two group, one is the Create a new ticket and the other is Basics, how do I create another grey box that contain my custom field check box ? Any example ? Regards Lanang -------------- next part -------------- An HTML attachment was scrubbed... URL: From nicolas.guiot at risc-group.com Fri Sep 16 03:11:58 2011 From: nicolas.guiot at risc-group.com (Nicolas GUIOT) Date: Fri, 16 Sep 2011 09:11:58 +0200 Subject: [rt-users] Right needed to change queue for a ticket ? In-Reply-To: <20110915164442.GC71957@jibsheet.com> References: <20110915140417.75c9044c@ng-latitude.rscorl.local> <20110915164442.GC71957@jibsheet.com> Message-ID: <20110916091158.1af44f0a@ng-latitude.rscorl.local> Actually, having SeeQueue on queue Y (destination) is enough (using 3.8.8). Thanks On Thu, 15 Sep 2011 12:44:42 -0400, Kevin Falcone wrote: > On Thu, Sep 15, 2011 at 02:04:17PM +0200, Nicolas GUIOT wrote: > > Hi, > > > > User A is AdminCC ans has full rights on queue X and no right on > > queue Y. > > > > A ticket arrives on queue X, user A wants to move it to queue Y : > > what right on which queue does the user A need ? > > > > If I go to "basics" and try to change its queue, I can only see the > > queue A. > > You need ModifyTicket and you'll also need SeeQueue on the queue you > want to move to. > > -kevin -- Nicolas GUIOT Risc Group - Service Production Exploitation Alcatel/CTI - Av. du Gal de Gaulle 45140 ORMES - FRANCE Tel : (+33) 2 38 71 84 98 Fax : (+33) 2 38 75 76 92 From mbelegni at yahoo.it Fri Sep 16 03:31:22 2011 From: mbelegni at yahoo.it (Massimo Belegni) Date: Fri, 16 Sep 2011 08:31:22 +0100 (BST) Subject: [rt-users] How to change Subjet on forward a ticket Message-ID: <1316158282.54140.YahooMailNeo@web132311.mail.ird.yahoo.com> Hi all I need to send some of my tickets to another software To do this I use "Forward" function at ticket level Subject in forward mail has normally this format: Fwd: [helpsite adress #ticket_number] ticket title for example Fwd: [helpsite.mycompany.com #18247] unable to change subjet in forward ticket External software (receiver of my ticket) need subjet in a different format: [fixed code to identify customer]: [message title] for example 99990001:[helpsite.mycompany.com #18247] problem short description I tried to change forward template without success I tried to find scrips associated to forward funcion, without success Someone can help me? Tks -------------- next part -------------- An HTML attachment was scrubbed... URL: From G.Booth at lboro.ac.uk Fri Sep 16 04:07:15 2011 From: G.Booth at lboro.ac.uk (Garry Booth) Date: Fri, 16 Sep 2011 09:07:15 +0100 Subject: [rt-users] Detailed programming API? In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B830FD820F3@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B830FD820F3@valkyrie.ogp.qvii.com> Message-ID: Hi Steve This isn't quite what you want, but should get you started, it takes a list of usernames and email addresses from a txt file in the form: - username:email. It does some checking of the addresses against whats in rt and then sets a new name, new email address, a new password, removes privileges and disables the account. it runs from opt/rt3/local/bin Shout if you need anything explaining etc. regards Garry -------------- next part -------------- A non-text attachment was scrubbed... Name: rename.pl Type: text/x-perl-script Size: 3099 bytes Desc: not available URL: -------------- next part -------------- -- Dr Garry Booth IT Services Loughborough University On 15 Sep 2011, at 20:44, Cena, Stephen (ext. 300) wrote: > I'm trying to write some scrips for RT, specifically one that will take a requestors email address & see if they are a current user. If not, create a password & allow the user to get in. Nothing I'm trying is working at all. My Perl is a little rusty, but I'm having a hell of a time figuring out what to call from where. The perldoc for the .pm files in the /lib/RT folder seems to be the only reference. > > Is there something a little more detailed out there? > > Steve > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA ? September 26 & 27, 2011 > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 From G.Booth at lboro.ac.uk Fri Sep 16 04:24:09 2011 From: G.Booth at lboro.ac.uk (Garry Booth) Date: Fri, 16 Sep 2011 09:24:09 +0100 Subject: [rt-users] Detailed programming API? In-Reply-To: References: <4DD6AB329450D847913EA76D7F3C6B830FD820F3@valkyrie.ogp.qvii.com> Message-ID: <1059816E-10C1-4040-AE27-BAFFEF7E4E4B@lboro.ac.uk> Hi Steve Should also add the rt api documentation, I used is here: http://search.cpan.org/dist/RT-OnlineDocs/ regards Garry From michael at stepanoff.org Fri Sep 16 10:12:48 2011 From: michael at stepanoff.org (Michael Stepanov) Date: Fri, 16 Sep 2011 17:12:48 +0300 Subject: [rt-users] Cleaning Attachments Message-ID: Hi, Our RT3 system has Attachments table with size about 300GB. We'd like to clean it by removing old records with files. The rt-shreder can do this job properly I guess. But there is no way to specify query criteria there. Even direct delete query is failed. Does somebody can suggest how to clean Attachments table? BTW, IMHO it's bad idea to store files in the database cause it isn't scalable solution and it's very difficult to upgrade/backup/restore DB. -- Cheers, Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From apuschak at wolfram.com Fri Sep 16 10:16:37 2011 From: apuschak at wolfram.com (Andrew Puschak) Date: Fri, 16 Sep 2011 09:16:37 -0500 (CDT) Subject: [rt-users] RT slowness and 500 Internal Server Errors In-Reply-To: <692782177.34299.1316181377077.JavaMail.root@wrimail02.wolfram.com> Message-ID: <923446100.34413.1316182597161.JavaMail.root@wrimail02.wolfram.com> Hello Everyone! I inherited an RT instance as an administrator. Previous admins who setup and maintained RT have left and we now need to move the database as well as upgrade and fix issues. I'm told Jesse from best practical came here and did the last upgrade and that we have a small support contract with BP but I have not gotten the information yet. After almost a year of administering accounts, queues, troubleshooting, and finding time to attempt an upgrade, I've finally successfully completed a database move and upgrade from 3.8.4 to 4.0.1 with a copy of our production database. Our running production system is almost out of disk space. It actually ran out of space and I cleaned up the mysqld-slow.log and gained us a about a month. The front end is in one VM and the database in another. I'm told the original plan was to build a dedicated database server and move the database there, but its been stuck in VM's for 2 years now. I have the dedicated server setup and working with a copy of production now and planning to move it over and upgrade. Problems: Interacting in the web interface is slow. It has been painful for everyone in the company, but appears to get worst and worst. I have a test query (Status = 'new' OR Status = 'open' OR Status = 'stalled' OR Status = 'resolved' OR Status = 'rejected') that completes in about 40 seconds all the time. However, more frequently, it will just display "Internal Server Error". One department who uses it constantly and keeps track well is reporting it used to take them 1.5 hours earlier this year to complete 50 tickets and now it takes 3 hours because they get the error when trying to work. So far the upgraded copy does not timeout but it takes even longer to complete the query, about 1 minute. A nice feature is that the result page loads after about 20 seconds, but doesnt finish loading and populate results till after 1 minute total. I've read about using AdminCC too prolifically which can cause significant slowdown. We do have a lot of people who are AdminCC (receiving email notifications on every ticket in a queue) in many queues. I will test removing these in my upgraded copy and if thats the case it will be difficult to convince the company that we need to take people off it, most departments rely on email to interact with RT as well as the web interface and need to get every email :( I'm going to keep reading the mailing list emails I have stored up and keep looking at RT's Wiki as well as the web, but I was wondering if anyone could point me in a direction to look at where our issues are, and what I can try on this upgraded copy I have? Any recommendations for our situation and my plan to move the database, upgrade from 3.8.4 to 4.0.1, as well as resolve our slowness and timeout errors would be greatly appreciated! Andrew Andrew Puschak Senior Unix Administrator Wolfram Research, Inc. apuschak at wolfram.com x3329 From Izz.Abdullah at hibbett.com Fri Sep 16 10:21:40 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Fri, 16 Sep 2011 09:21:40 -0500 Subject: [rt-users] Implementing LDAP Authentication in RT 4.0.2 - help please In-Reply-To: References: <20110915194635.GE71957@jibsheet.com> Message-ID: So I have checked a few things and am still stumped. The Net::LDAP and child modules are loaded, and so is the RT::Authen::ExternalAuth. The log file is NOT being generated in [RTHOME]/var/log...the directory is empty, so I can't see what the LDAP module is 'spitting out'. Do I need to turn on debugging somewhere for LDAP authentication so I can at least see why I am not able to login? I've tried various login types (email address, AD login ID, and even DOMAIN\loginID with my AD credentials and it says 'invalid username or password'. I am still able to login with the root account, and I don't have any other accounts setup yet on this install (we will migrate our 3.8.4 mysql db to this installation once we've tweaked it). I would appreciate some direction, or what I need to post here for direction...something to keep me from pulling the rest of my hair out. =) -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Thursday, September 15, 2011 4:50 PM To: 'rt-users at lists.bestpractical.com' Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 Thanks a ton. I got this installed and tweaked the RT_SiteConfig file, but I get the following error: Can't use string ("My_LDAP") as an ARRAY ref while "strict refs" in use at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 55. If I comment the use strict; out of the ExternalAuth perl directive, then I can access RT, but not utilizing LDAP. Any ideas? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, September 15, 2011 2:47 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 On Thu, Sep 15, 2011 at 02:04:18PM -0500, Izz Abdullah wrote: > I have yet to find some definitive documentation on implementing LDAP authentication in RT > 4.0.x. I found this wiki: [1]http://requesttracker.wikia.com/wiki/LdapSiteConfigSettings > > I've also found a lot of other things related to outdated, very early 3.x, versions of RT. I > would appreciate if anyone could assist in pointing me in the right direction. You appear to have found another wildly out of date wiki page. Thanks, I've added the appropriate category. If you review: http://requesttracker.wikia.com/wiki/LDAP It points at the relevant options. RT-Authen-ExternalAuth 0.09 or mod_auth_kerb work fine with RT4 -kevin -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011 From falcone at bestpractical.com Fri Sep 16 10:27:15 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 16 Sep 2011 10:27:15 -0400 Subject: [rt-users] Implementing LDAP Authentication in RT 4.0.2 In-Reply-To: References: <20110915194635.GE71957@jibsheet.com> Message-ID: <20110916142715.GA1013@jibsheet.com> On Thu, Sep 15, 2011 at 04:49:37PM -0500, Izz Abdullah wrote: > Thanks a ton. I got this installed and tweaked the RT_SiteConfig file, but I get the following error: > Can't use string ("My_LDAP") as an ARRAY ref while "strict refs" in use at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 55. Your config is wrong, but since you haven't posted it we can't tell you how it is wrong. -kevin > If I comment the use strict; out of the ExternalAuth perl directive, then I can access RT, but not utilizing LDAP. Any ideas? > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: Thursday, September 15, 2011 2:47 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > On Thu, Sep 15, 2011 at 02:04:18PM -0500, Izz Abdullah wrote: > > I have yet to find some definitive documentation on implementing LDAP authentication in RT > > 4.0.x. I found this wiki: [1]http://requesttracker.wikia.com/wiki/LdapSiteConfigSettings > > > > I've also found a lot of other things related to outdated, very early 3.x, versions of RT. I > > would appreciate if anyone could assist in pointing me in the right direction. > > You appear to have found another wildly out of date wiki page. > Thanks, I've added the appropriate category. > > If you review: > http://requesttracker.wikia.com/wiki/LDAP > > It points at the relevant options. > > RT-Authen-ExternalAuth 0.09 or mod_auth_kerb work fine with RT4 > > -kevin > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From MarkRoedel at letu.edu Fri Sep 16 10:28:08 2011 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Fri, 16 Sep 2011 14:28:08 +0000 Subject: [rt-users] RT3.8 -> RT4 Callback changes - Elements/Tabs/Default In-Reply-To: References: Message-ID: <2B3D699B434F1F49B73F97861B5FD5446F64766E@Mail-DB-1.letnet.net> Here's my callback code to add an item to global "Tools" menu: <%init> my $tools = Menu()->child('tools'); $tools->child( timeworkedreport => title => 'Time Worked Report', path => '/Tools/Reports/TimeWorkedReport.html', description => 'Time Worked Report' ); <%args> $Actions => undef -- MarkR -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Allen Sent: Thursday, September 15, 2011 6:23 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT3.8 -> RT4 Callback changes - Elements/Tabs/Default So is the answer to this question to continue to use Callback but with the filename "Privileged" instead of "Default" ? What is the code to make a new Menu item at the top of every page? /opt/rt4/local/html/Callbacks/Default/Ticket/Elements/Tabs/Privileged with <%INIT> Menu->child( new => title => "bbbbbbbbb" => path => "/lalala?lala=1" ); does nothing. The suggestion to look at JsGant extension is not that helpful because they are just operating on what used to be the top tab menu items in 3.x. I want to add an item to the "Tickets" global menu item (what used to be the left side nav in 3.x). is "PageMenu" for the toptabs and "Menu" for the global menu? The only other info I could find on this topic is http://www.gossamer-threads.com/lists/rt/users/104918 and that isn;t much to go on. Could I have a code example of how someone has added something to the global menu in 4.x? From michael at stepanoff.org Fri Sep 16 10:08:24 2011 From: michael at stepanoff.org (Michael Stepanov) Date: Fri, 16 Sep 2011 17:08:24 +0300 Subject: [rt-users] How to avoid a huge dataset returning Message-ID: Hi, Our RT3 system is a big and it crashes time to time. Today we found one query in the slow queries log which killed the system: * # Query_time: 97 Lock_time: 0 Rows_sent: 15906633 Rows_examined: 39069181 SELECT main.* FROM Transactions main WHERE (main.Type = 'Create' OR main.Type = 'Comment' OR main.Type = 'Correspond') ORDER BY main.Created ASC, main.id ASC; * Is there a way to reduce a number of returning records on the application level? Thanks in advance. -- Cheers, Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Sep 16 10:42:11 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 16 Sep 2011 10:42:11 -0400 Subject: [rt-users] RT3.8 -> RT4 Callback changes - Elements/Tabs/Default In-Reply-To: References: Message-ID: <20110916144211.GB1013@jibsheet.com> On Thu, Sep 15, 2011 at 04:22:46PM -0700, Allen wrote: > So is the answer to this question to continue to use Callback but with > the filename "Privileged" instead of "Default" ? > > What is the code to make a new Menu item at the top of every page? > > > /opt/rt4/local/html/Callbacks/Default/Ticket/Elements/Tabs/Privileged No Ticket in that path. > with > > <%INIT> > > Menu->child( new => title => "bbbbbbbbb" => path => "/lalala?lala=1" > ); > > > > does nothing. With a correct path, it works fine for me Menu does do the top level while PageMenu does the page's menu. You can read more about then in the perldoc in RT::Interface::Web::Menu -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 Sep 16 10:46:09 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 16 Sep 2011 10:46:09 -0400 Subject: [rt-users] How to change Subjet on forward a ticket In-Reply-To: <1316158282.54140.YahooMailNeo@web132311.mail.ird.yahoo.com> References: <1316158282.54140.YahooMailNeo@web132311.mail.ird.yahoo.com> Message-ID: <20110916144609.GC1013@jibsheet.com> On Fri, Sep 16, 2011 at 08:31:22AM +0100, Massimo Belegni wrote: > Hi all > I need to send some of my tickets to another software > To do this I use "Forward" function at ticket level > > Subject in forward mail has normally this format: > Fwd: [helpsite adress #ticket_number] ticket title > for example > Fwd: [helpsite.mycompany.com #18247] unable to change subjet in forward ticket > > External software (receiver of my ticket) need subjet in a different format: > [fixed code to identify customer]: [message title] > for example > > 99990001:[helpsite.mycompany.com #18247] problem short description > I tried to change forward template without success > I tried to find scrips associated to forward funcion, without success The Templates are called Forward and Forward 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 falcone at bestpractical.com Fri Sep 16 10:48:10 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 16 Sep 2011 10:48:10 -0400 Subject: [rt-users] Cleaning Attachments In-Reply-To: References: Message-ID: <20110916144810.GD1013@jibsheet.com> On Fri, Sep 16, 2011 at 05:12:48PM +0300, Michael Stepanov wrote: > Our RT3 system has Attachments table with size about 300GB. We'd like to clean it by removing > old records with files. The rt-shreder can do this job properly I guess. But there is no way > to specify query criteria there. Even direct delete query is failed. rt-shredder allows query criteria. -kevin > Does somebody can suggest how to clean Attachments table? > > BTW, IMHO it's bad idea to store files in the database cause it isn't scalable solution and > it's very difficult to upgrade/backup/restore DB. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Izz.Abdullah at hibbett.com Fri Sep 16 10:51:11 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Fri, 16 Sep 2011 09:51:11 -0500 Subject: [rt-users] Implementing LDAP Authentication in RT 4.0.2 In-Reply-To: <20110916142715.GA1013@jibsheet.com> References: <20110915194635.GE71957@jibsheet.com> <20110916142715.GA1013@jibsheet.com> Message-ID: Here is the LDAP config porting in my RT_SiteConfig file: Set($ExternalAuthPriority, 'My_LDAP'); Set($ExternalInfoPriority, 'My_LDAP'); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, 'My_LDAP' => { 'type' => 'ldap', 'server' => '***blankedout***.hibbett.com', 'user' => '***blankedout***', 'pass' => '***blankedout***', 'base' => 'ou=***blankedout***,dc=***blankedout***,dc=hibbett,dc=com', 'filter' => '(objectClass=*)', 'd_filter' => '(objectClass=NoOneAtALL)', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name', 'EmailAddress' ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } } ); Why is the attr_match_list utilizing [] when the attr_map is utilizing {}? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, September 16, 2011 9:27 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 On Thu, Sep 15, 2011 at 04:49:37PM -0500, Izz Abdullah wrote: > Thanks a ton. I got this installed and tweaked the RT_SiteConfig file, but I get the following error: > Can't use string ("My_LDAP") as an ARRAY ref while "strict refs" in use at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 55. Your config is wrong, but since you haven't posted it we can't tell you how it is wrong. -kevin > If I comment the use strict; out of the ExternalAuth perl directive, then I can access RT, but not utilizing LDAP. Any ideas? > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: Thursday, September 15, 2011 2:47 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > On Thu, Sep 15, 2011 at 02:04:18PM -0500, Izz Abdullah wrote: > > I have yet to find some definitive documentation on implementing LDAP authentication in RT > > 4.0.x. I found this wiki: > > [1]http://requesttracker.wikia.com/wiki/LdapSiteConfigSettings > > > > I've also found a lot of other things related to outdated, very early 3.x, versions of RT. I > > would appreciate if anyone could assist in pointing me in the right direction. > > You appear to have found another wildly out of date wiki page. > Thanks, I've added the appropriate category. > > If you review: > http://requesttracker.wikia.com/wiki/LDAP > > It points at the relevant options. > > RT-Authen-ExternalAuth 0.09 or mod_auth_kerb work fine with RT4 > > -kevin > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 From falcone at bestpractical.com Fri Sep 16 11:02:39 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 16 Sep 2011 11:02:39 -0400 Subject: [rt-users] How to avoid a huge dataset returning In-Reply-To: References: Message-ID: <20110916150239.GE1013@jibsheet.com> On Fri, Sep 16, 2011 at 05:08:24PM +0300, Michael Stepanov wrote: > Hi, > > Our RT3 system is a big and it crashes time to time. Today we found one > query in the slow queries log which killed the system: > * > # Query_time: 97 Lock_time: 0 Rows_sent: 15906633 Rows_examined: 39069181 > SELECT main.* FROM Transactions main WHERE (main.Type = 'Create' OR > main.Type = 'Comment' OR main.Type = 'Correspond') ORDER BY main.Created > ASC, main.id ASC; > * > Is there a way to reduce a number of returning records on the application > level? That doesn't looks like a standard RT query, but you haven't provided your version. You'll probably want to turn on the StatementLog option and figure out where that query is coming from so you can fix the source. -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 Sep 16 11:07:29 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 16 Sep 2011 11:07:29 -0400 Subject: [rt-users] Implementing LDAP Authentication in RT 4.0.2 In-Reply-To: References: <20110915194635.GE71957@jibsheet.com> <20110916142715.GA1013@jibsheet.com> Message-ID: <20110916150729.GF1013@jibsheet.com> On Fri, Sep 16, 2011 at 09:51:11AM -0500, Izz Abdullah wrote: > Here is the LDAP config porting in my RT_SiteConfig file: > > Set($ExternalAuthPriority, 'My_LDAP'); > > Set($ExternalInfoPriority, 'My_LDAP'); Those aren't correct. From the example config: Set($ExternalAuthPriority, [ 'My_LDAP', The [ is important, you're returning a list of 1 item, not a single item. Make sure you also keep the closing ]. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Izz.Abdullah at hibbett.com Fri Sep 16 11:23:08 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Fri, 16 Sep 2011 10:23:08 -0500 Subject: [rt-users] Implementing LDAP Authentication in RT 4.0.2 In-Reply-To: <20110916150729.GF1013@jibsheet.com> References: <20110915194635.GE71957@jibsheet.com><20110916142715.GA1013@jibsheet.com> <20110916150729.GF1013@jibsheet.com> Message-ID: Ok...so I changed it to: Set($ExternalAuthPriority, ['My_LDAP']); Set($ExternalInfoPriority, ['My_LDAP']); #and for weird one off testing, since it is a list, I even tried ['My_LDAP',]; by adding a comma to denote a list of one item. I am still receiving "Can't use string ("My_LDAP") as a HASH ref while "strict refs" in use at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 63." Line 63 is: my $config = $RT::ExternalSettings->{$service}; -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, September 16, 2011 10:07 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 On Fri, Sep 16, 2011 at 09:51:11AM -0500, Izz Abdullah wrote: > Here is the LDAP config porting in my RT_SiteConfig file: > > Set($ExternalAuthPriority, 'My_LDAP'); > > Set($ExternalInfoPriority, 'My_LDAP'); Those aren't correct. From the example config: Set($ExternalAuthPriority, [ 'My_LDAP', The [ is important, you're returning a list of 1 item, not a single item. Make sure you also keep the closing ]. -kevin From falcone at bestpractical.com Fri Sep 16 11:33:10 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 16 Sep 2011 11:33:10 -0400 Subject: [rt-users] Implementing LDAP Authentication in RT 4.0.2 In-Reply-To: References: <20110915194635.GE71957@jibsheet.com> <20110916142715.GA1013@jibsheet.com> <20110916150729.GF1013@jibsheet.com> Message-ID: <20110916153310.GG1013@jibsheet.com> On Fri, Sep 16, 2011 at 10:23:08AM -0500, Izz Abdullah wrote: > Ok...so I changed it to: > Set($ExternalAuthPriority, ['My_LDAP']); > Set($ExternalInfoPriority, ['My_LDAP']); > > #and for weird one off testing, since it is a list, I even tried ['My_LDAP',]; by adding a comma to denote a list of one item. The comma is irrelevant and unnecessary. > I am still receiving "Can't use string ("My_LDAP") as a HASH ref while "strict refs" in use at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 63." You stripped even more things when copying from the example to your config. Go look at your version of ExternalSettings as compared to the sample. -kevin > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: Friday, September 16, 2011 10:07 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > On Fri, Sep 16, 2011 at 09:51:11AM -0500, Izz Abdullah wrote: > > Here is the LDAP config porting in my RT_SiteConfig file: > > > > Set($ExternalAuthPriority, 'My_LDAP'); > > > > Set($ExternalInfoPriority, 'My_LDAP'); > > Those aren't correct. From the example config: > > Set($ExternalAuthPriority, [ 'My_LDAP', > > The [ is important, you're returning a list of 1 item, not a single item. Make sure you also keep the closing ]. > > -kevin > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Izz.Abdullah at hibbett.com Fri Sep 16 11:37:58 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Fri, 16 Sep 2011 10:37:58 -0500 Subject: [rt-users] Implementing LDAP Authentication in RT 4.0.2 In-Reply-To: <20110916153310.GG1013@jibsheet.com> References: <20110915194635.GE71957@jibsheet.com><20110916142715.GA1013@jibsheet.com><20110916150729.GF1013@jibsheet.com> <20110916153310.GG1013@jibsheet.com> Message-ID: The comma is no longer there. The only thing I stripped was only using LDAP as an external source, the mysql db resides locally and is defined elsewhere within RT_SiteConfig, and within LDAP itself, I only removed the two GROUP mappings. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, September 16, 2011 10:33 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 On Fri, Sep 16, 2011 at 10:23:08AM -0500, Izz Abdullah wrote: > Ok...so I changed it to: > Set($ExternalAuthPriority, ['My_LDAP']); Set($ExternalInfoPriority, > ['My_LDAP']); > > #and for weird one off testing, since it is a list, I even tried ['My_LDAP',]; by adding a comma to denote a list of one item. The comma is irrelevant and unnecessary. > I am still receiving "Can't use string ("My_LDAP") as a HASH ref while "strict refs" in use at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 63." You stripped even more things when copying from the example to your config. Go look at your version of ExternalSettings as compared to the sample. -kevin > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: Friday, September 16, 2011 10:07 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > On Fri, Sep 16, 2011 at 09:51:11AM -0500, Izz Abdullah wrote: > > Here is the LDAP config porting in my RT_SiteConfig file: > > > > Set($ExternalAuthPriority, 'My_LDAP'); > > > > Set($ExternalInfoPriority, 'My_LDAP'); > > Those aren't correct. From the example config: > > Set($ExternalAuthPriority, [ 'My_LDAP', > > The [ is important, you're returning a list of 1 item, not a single item. Make sure you also keep the closing ]. > > -kevin > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 From falcone at bestpractical.com Fri Sep 16 11:44:21 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 16 Sep 2011 11:44:21 -0400 Subject: [rt-users] Implementing LDAP Authentication in RT 4.0.2 In-Reply-To: References: <20110915194635.GE71957@jibsheet.com> <20110916142715.GA1013@jibsheet.com> <20110916150729.GF1013@jibsheet.com> <20110916153310.GG1013@jibsheet.com> Message-ID: <20110916154421.GH1013@jibsheet.com> On Fri, Sep 16, 2011 at 10:37:58AM -0500, Izz Abdullah wrote: > The comma is no longer there. The only thing I stripped was only using LDAP as an external source, the mysql db resides locally and is defined elsewhere within RT_SiteConfig, and within LDAP itself, I only removed the two GROUP mappings. Go compare your line Set($ExternalSettings, 'My_LDAP' => { to the version in the example siteconfig You're missing an important character (and an important closing character). -kevin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: Friday, September 16, 2011 10:33 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > On Fri, Sep 16, 2011 at 10:23:08AM -0500, Izz Abdullah wrote: > > Ok...so I changed it to: > > Set($ExternalAuthPriority, ['My_LDAP']); Set($ExternalInfoPriority, > > ['My_LDAP']); > > > > #and for weird one off testing, since it is a list, I even tried ['My_LDAP',]; by adding a comma to denote a list of one item. > > The comma is irrelevant and unnecessary. > > > I am still receiving "Can't use string ("My_LDAP") as a HASH ref while "strict refs" in use at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 63." > > You stripped even more things when copying from the example to your config. Go look at your version of ExternalSettings as compared to the sample. > > -kevin > > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > > Falcone > > Sent: Friday, September 16, 2011 10:07 AM > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > > > On Fri, Sep 16, 2011 at 09:51:11AM -0500, Izz Abdullah wrote: > > > Here is the LDAP config porting in my RT_SiteConfig file: > > > > > > Set($ExternalAuthPriority, 'My_LDAP'); > > > > > > Set($ExternalInfoPriority, 'My_LDAP'); > > > > Those aren't correct. From the example config: > > > > Set($ExternalAuthPriority, [ 'My_LDAP', > > > > The [ is important, you're returning a list of 1 item, not a single item. Make sure you also keep the closing ]. > > > > -kevin > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Chicago, IL, USA September 26 & 27, 2011 > > * San Francisco, CA, USA October 18 & 19, 2011 > > * Washington DC, USA October 31 & November 1, 2011 > > * Melbourne VIC, Australia November 28 & 29, 2011 > > * Barcelona, Spain November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Izz.Abdullah at hibbett.com Fri Sep 16 12:07:54 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Fri, 16 Sep 2011 11:07:54 -0500 Subject: [rt-users] Implementing LDAP Authentication in RT 4.0.2 In-Reply-To: <20110916154421.GH1013@jibsheet.com> References: <20110915194635.GE71957@jibsheet.com><20110916142715.GA1013@jibsheet.com><20110916150729.GF1013@jibsheet.com><20110916153310.GG1013@jibsheet.com> <20110916154421.GH1013@jibsheet.com> Message-ID: Ok...so I found the missing opening braces. I truly appreciate your help Kevin! When staring at code for so long, it needs another set of eyes. ;) I changed it, and have refreshed the login page, it's been in the 'waiting for ' for quite some time now. I can deal with that as it is probably a query to LDAP caching out (correct me if I am wrong, as I would like to have an overview of the inner-workings some time). I'll look through the code to see exactly what it does when I have the time, for now I just need to get it to work, just once will be nice for the boss. =) Thanks again! -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, September 16, 2011 10:44 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 On Fri, Sep 16, 2011 at 10:37:58AM -0500, Izz Abdullah wrote: > The comma is no longer there. The only thing I stripped was only using LDAP as an external source, the mysql db resides locally and is defined elsewhere within RT_SiteConfig, and within LDAP itself, I only removed the two GROUP mappings. Go compare your line Set($ExternalSettings, 'My_LDAP' => { to the version in the example siteconfig You're missing an important character (and an important closing character). -kevin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: Friday, September 16, 2011 10:33 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > On Fri, Sep 16, 2011 at 10:23:08AM -0500, Izz Abdullah wrote: > > Ok...so I changed it to: > > Set($ExternalAuthPriority, ['My_LDAP']); Set($ExternalInfoPriority, > > ['My_LDAP']); > > > > #and for weird one off testing, since it is a list, I even tried ['My_LDAP',]; by adding a comma to denote a list of one item. > > The comma is irrelevant and unnecessary. > > > I am still receiving "Can't use string ("My_LDAP") as a HASH ref while "strict refs" in use at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 63." > > You stripped even more things when copying from the example to your config. Go look at your version of ExternalSettings as compared to the sample. > > -kevin > > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > > Falcone > > Sent: Friday, September 16, 2011 10:07 AM > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > > > On Fri, Sep 16, 2011 at 09:51:11AM -0500, Izz Abdullah wrote: > > > Here is the LDAP config porting in my RT_SiteConfig file: > > > > > > Set($ExternalAuthPriority, 'My_LDAP'); > > > > > > Set($ExternalInfoPriority, 'My_LDAP'); > > > > Those aren't correct. From the example config: > > > > Set($ExternalAuthPriority, [ 'My_LDAP', > > > > The [ is important, you're returning a list of 1 item, not a single item. Make sure you also keep the closing ]. > > > > -kevin > > -------- > > RT Training Sessions > > (http://bestpractical.com/services/training.html) > > * Chicago, IL, USA September 26 & 27, 2011 > > * San Francisco, CA, USA October 18 & 19, 2011 > > * Washington DC, USA October 31 & November 1, 2011 > > * Melbourne VIC, Australia November 28 & 29, 2011 > > * Barcelona, Spain November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 From Izz.Abdullah at hibbett.com Fri Sep 16 12:17:53 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Fri, 16 Sep 2011 11:17:53 -0500 Subject: [rt-users] Implementing LDAP Authentication in RT 4.0.2 In-Reply-To: References: <20110915194635.GE71957@jibsheet.com><20110916142715.GA1013@jibsheet.com><20110916150729.GF1013@jibsheet.com><20110916153310.GG1013@jibsheet.com><20110916154421.GH1013@jibsheet.com> Message-ID: I hate to do this...but now, it is timing out with communication to fast CGI. I can only see this in apache logs, I can't see anything in RT logs (they are not being created). How can I turn debugging off so that I can see what else is going on? Why would the changes in authentication affect FCGI? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Friday, September 16, 2011 11:08 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 Ok...so I found the missing opening braces. I truly appreciate your help Kevin! When staring at code for so long, it needs another set of eyes. ;) I changed it, and have refreshed the login page, it's been in the 'waiting for ' for quite some time now. I can deal with that as it is probably a query to LDAP caching out (correct me if I am wrong, as I would like to have an overview of the inner-workings some time). I'll look through the code to see exactly what it does when I have the time, for now I just need to get it to work, just once will be nice for the boss. =) Thanks again! -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, September 16, 2011 10:44 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 On Fri, Sep 16, 2011 at 10:37:58AM -0500, Izz Abdullah wrote: > The comma is no longer there. The only thing I stripped was only using LDAP as an external source, the mysql db resides locally and is defined elsewhere within RT_SiteConfig, and within LDAP itself, I only removed the two GROUP mappings. Go compare your line Set($ExternalSettings, 'My_LDAP' => { to the version in the example siteconfig You're missing an important character (and an important closing character). -kevin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: Friday, September 16, 2011 10:33 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > On Fri, Sep 16, 2011 at 10:23:08AM -0500, Izz Abdullah wrote: > > Ok...so I changed it to: > > Set($ExternalAuthPriority, ['My_LDAP']); Set($ExternalInfoPriority, > > ['My_LDAP']); > > > > #and for weird one off testing, since it is a list, I even tried ['My_LDAP',]; by adding a comma to denote a list of one item. > > The comma is irrelevant and unnecessary. > > > I am still receiving "Can't use string ("My_LDAP") as a HASH ref while "strict refs" in use at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 63." > > You stripped even more things when copying from the example to your config. Go look at your version of ExternalSettings as compared to the sample. > > -kevin > > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > > Falcone > > Sent: Friday, September 16, 2011 10:07 AM > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > > > On Fri, Sep 16, 2011 at 09:51:11AM -0500, Izz Abdullah wrote: > > > Here is the LDAP config porting in my RT_SiteConfig file: > > > > > > Set($ExternalAuthPriority, 'My_LDAP'); > > > > > > Set($ExternalInfoPriority, 'My_LDAP'); > > > > Those aren't correct. From the example config: > > > > Set($ExternalAuthPriority, [ 'My_LDAP', > > > > The [ is important, you're returning a list of 1 item, not a single item. Make sure you also keep the closing ]. > > > > -kevin > > -------- > > RT Training Sessions > > (http://bestpractical.com/services/training.html) > > * Chicago, IL, USA September 26 & 27, 2011 > > * San Francisco, CA, USA October 18 & 19, 2011 > > * Washington DC, USA October 31 & November 1, 2011 > > * Melbourne VIC, Australia November 28 & 29, 2011 > > * Barcelona, Spain November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011 From Izz.Abdullah at hibbett.com Fri Sep 16 12:21:55 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Fri, 16 Sep 2011 11:21:55 -0500 Subject: [rt-users] DISREGARD Implementing LDAP Authentication in RT 4.0.2 In-Reply-To: References: <20110915194635.GE71957@jibsheet.com><20110916142715.GA1013@jibsheet.com><20110916150729.GF1013@jibsheet.com><20110916153310.GG1013@jibsheet.com><20110916154421.GH1013@jibsheet.com> Message-ID: Another stupid typo. My apologies to everyone on the list. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Friday, September 16, 2011 11:18 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 I hate to do this...but now, it is timing out with communication to fast CGI. I can only see this in apache logs, I can't see anything in RT logs (they are not being created). How can I turn debugging off so that I can see what else is going on? Why would the changes in authentication affect FCGI? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Friday, September 16, 2011 11:08 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 Ok...so I found the missing opening braces. I truly appreciate your help Kevin! When staring at code for so long, it needs another set of eyes. ;) I changed it, and have refreshed the login page, it's been in the 'waiting for ' for quite some time now. I can deal with that as it is probably a query to LDAP caching out (correct me if I am wrong, as I would like to have an overview of the inner-workings some time). I'll look through the code to see exactly what it does when I have the time, for now I just need to get it to work, just once will be nice for the boss. =) Thanks again! -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, September 16, 2011 10:44 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 On Fri, Sep 16, 2011 at 10:37:58AM -0500, Izz Abdullah wrote: > The comma is no longer there. The only thing I stripped was only using LDAP as an external source, the mysql db resides locally and is defined elsewhere within RT_SiteConfig, and within LDAP itself, I only removed the two GROUP mappings. Go compare your line Set($ExternalSettings, 'My_LDAP' => { to the version in the example siteconfig You're missing an important character (and an important closing character). -kevin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: Friday, September 16, 2011 10:33 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > On Fri, Sep 16, 2011 at 10:23:08AM -0500, Izz Abdullah wrote: > > Ok...so I changed it to: > > Set($ExternalAuthPriority, ['My_LDAP']); Set($ExternalInfoPriority, > > ['My_LDAP']); > > > > #and for weird one off testing, since it is a list, I even tried ['My_LDAP',]; by adding a comma to denote a list of one item. > > The comma is irrelevant and unnecessary. > > > I am still receiving "Can't use string ("My_LDAP") as a HASH ref while "strict refs" in use at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 63." > > You stripped even more things when copying from the example to your config. Go look at your version of ExternalSettings as compared to the sample. > > -kevin > > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > > Falcone > > Sent: Friday, September 16, 2011 10:07 AM > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > > > On Fri, Sep 16, 2011 at 09:51:11AM -0500, Izz Abdullah wrote: > > > Here is the LDAP config porting in my RT_SiteConfig file: > > > > > > Set($ExternalAuthPriority, 'My_LDAP'); > > > > > > Set($ExternalInfoPriority, 'My_LDAP'); > > > > Those aren't correct. From the example config: > > > > Set($ExternalAuthPriority, [ 'My_LDAP', > > > > The [ is important, you're returning a list of 1 item, not a single item. Make sure you also keep the closing ]. > > > > -kevin > > -------- > > RT Training Sessions > > (http://bestpractical.com/services/training.html) > > * Chicago, IL, USA September 26 & 27, 2011 > > * San Francisco, CA, USA October 18 & 19, 2011 > > * Washington DC, USA October 31 & November 1, 2011 > > * Melbourne VIC, Australia November 28 & 29, 2011 > > * Barcelona, Spain November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011 -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011 From michael at stepanoff.org Fri Sep 16 14:01:40 2011 From: michael at stepanoff.org (Michael Stepanov) Date: Fri, 16 Sep 2011 21:01:40 +0300 Subject: [rt-users] Cleaning Attachments In-Reply-To: <20110916144810.GD1013@jibsheet.com> References: <20110916144810.GD1013@jibsheet.com> Message-ID: On Fri, Sep 16, 2011 at 5:48 PM, Kevin Falcone wrote: > On Fri, Sep 16, 2011 at 05:12:48PM +0300, Michael Stepanov wrote: > > Our RT3 system has Attachments table with size about 300GB. We'd like > to clean it by removing > > old records with files. The rt-shreder can do this job properly I > guess. But there is no way > > to specify query criteria there. Even direct delete query is failed. > > rt-shredder allows query criteria. > I tried rt-shreder from 3.8.2 and it accepts only files_only, file and longer. No query. > > -kevin > > > Does somebody can suggest how to clean Attachments table? > > > > BTW, IMHO it's bad idea to store files in the database cause it isn't > scalable solution and > > it's very difficult to upgrade/backup/restore DB. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA ? September 26 & 27, 2011 > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 > -- Cheers, Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From michael at stepanoff.org Fri Sep 16 14:02:36 2011 From: michael at stepanoff.org (Michael Stepanov) Date: Fri, 16 Sep 2011 21:02:36 +0300 Subject: [rt-users] How to avoid a huge dataset returning In-Reply-To: <20110916150239.GE1013@jibsheet.com> References: <20110916150239.GE1013@jibsheet.com> Message-ID: I use RT 3.8.2 On Fri, Sep 16, 2011 at 6:02 PM, Kevin Falcone wrote: > On Fri, Sep 16, 2011 at 05:08:24PM +0300, Michael Stepanov wrote: > > Hi, > > > > Our RT3 system is a big and it crashes time to time. Today we found one > > query in the slow queries log which killed the system: > > * > > # Query_time: 97 Lock_time: 0 Rows_sent: 15906633 Rows_examined: > 39069181 > > SELECT main.* FROM Transactions main WHERE (main.Type = 'Create' OR > > main.Type = 'Comment' OR main.Type = 'Correspond') ORDER BY main.Created > > ASC, main.id ASC; > > * > > Is there a way to reduce a number of returning records on the application > > level? > > That doesn't looks like a standard RT query, but you haven't provided > your version. You'll probably want to turn on the StatementLog option > and figure out where that query is coming from so you can fix the > source. > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA ? September 26 & 27, 2011 > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 > -- Cheers, Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Sep 16 14:12:08 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 16 Sep 2011 14:12:08 -0400 Subject: [rt-users] Cleaning Attachments In-Reply-To: References: <20110916144810.GD1013@jibsheet.com> Message-ID: <20110916181208.GI1013@jibsheet.com> On Fri, Sep 16, 2011 at 09:01:40PM +0300, Michael Stepanov wrote: > On Fri, Sep 16, 2011 at 5:48 PM, Kevin Falcone <[1]falcone at bestpractical.com> wrote: > > On Fri, Sep 16, 2011 at 05:12:48PM +0300, Michael Stepanov wrote: > > Our RT3 system has Attachments table with size about 300GB. We'd like to clean it by > removing > > old records with files. The rt-shreder can do this job properly I guess. But there is no > way > > to specify query criteria there. Even direct delete query is failed. > > rt-shredder allows query criteria. > > I tried rt-shreder from 3.8.2 and it accepts only files_only, file and longer. No query. Use perldoc rt-shredder to read the included documentation about Plugins for ticket shredding. -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 Sep 16 14:12:58 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 16 Sep 2011 14:12:58 -0400 Subject: [rt-users] How to avoid a huge dataset returning In-Reply-To: References: <20110916150239.GE1013@jibsheet.com> Message-ID: <20110916181258.GJ1013@jibsheet.com> On Fri, Sep 16, 2011 at 09:02:36PM +0300, Michael Stepanov wrote: > I use RT 3.8.2 That still doesn't look like a standard RT query. You'll need to move on to my other suggestion. > your version. You'll probably want to turn on the StatementLog option > and figure out where that query is coming from so you can fix the > source. -kevin > On Fri, Sep 16, 2011 at 6:02 PM, Kevin Falcone <[1]falcone at bestpractical.com> wrote: > > On Fri, Sep 16, 2011 at 05:08:24PM +0300, Michael Stepanov wrote: > > Hi, > > > > Our RT3 system is a big and it crashes time to time. Today we found one > > query in the slow queries log which killed the system: > > * > > # Query_time: 97 Lock_time: 0 Rows_sent: 15906633 Rows_examined: 39069181 > > SELECT main.* FROM Transactions main WHERE (main.Type = 'Create' OR > > main.Type = 'Comment' OR main.Type = 'Correspond') ORDER BY main.Created > > ASC, [2]main.id ASC; > > * > > Is there a way to reduce a number of returning records on the application > > level? > > That doesn't looks like a standard RT query, but you haven't provided > your version. You'll probably want to turn on the StatementLog option > and figure out where that query is coming from so you can fix the > source. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jra at baylink.com Fri Sep 16 14:31:37 2011 From: jra at baylink.com (Jay Ashworth) Date: Fri, 16 Sep 2011 14:31:37 -0400 (EDT) Subject: [rt-users] How to avoid a huge dataset returning In-Reply-To: <20110916150239.GE1013@jibsheet.com> Message-ID: <26427480.2131.1316197897247.JavaMail.root@benjamin.baylink.com> ----- Original Message ----- > From: "Kevin Falcone" > That doesn't looks like a standard RT query, but you haven't provided > your version. You'll probably want to turn on the StatementLog option > and figure out where that query is coming from so you can fix the > source. Which makes you a good person for me to bounce a SQL idea off of: For the purpose of tracing queries back into code, how about something like: "add to the end of each query a clause like AND NOT Todays_Date = '1000-08-22' (using the appropriate SQL syntax, which I forget)... using the date as an 'address' for the query in the code (program, module, query, or something similar." The entire clause will be statically true, and get optimized off, but will still show up in the slow-query log, and in mytop/mtop, etc... giving you a handle to get back to the code. Is this possible? Practical? Cheers, -- jr 'Ashworth's Device' 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 falcone at bestpractical.com Fri Sep 16 14:36:02 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 16 Sep 2011 14:36:02 -0400 Subject: [rt-users] How to avoid a huge dataset returning In-Reply-To: <26427480.2131.1316197897247.JavaMail.root@benjamin.baylink.com> References: <20110916150239.GE1013@jibsheet.com> <26427480.2131.1316197897247.JavaMail.root@benjamin.baylink.com> Message-ID: <20110916183602.GK1013@jibsheet.com> On Fri, Sep 16, 2011 at 02:31:37PM -0400, Jay Ashworth wrote: > ----- Original Message ----- > > From: "Kevin Falcone" > > > That doesn't looks like a standard RT query, but you haven't provided > > your version. You'll probably want to turn on the StatementLog option > > and figure out where that query is coming from so you can fix the > > source. > > Which makes you a good person for me to bounce a SQL idea off of: > > For the purpose of tracing queries back into code, how about something like: > "add to the end of each query a clause like AND NOT Todays_Date = '1000-08-22' > (using the appropriate SQL syntax, which I forget)... using the date as an > 'address' for the query in the code (program, module, query, or something > similar." > > The entire clause will be statically true, and get optimized off, but will > still show up in the slow-query log, and in mytop/mtop, etc... giving you > a handle to get back to the code. > > Is this possible? Practical? This destroys mysql's query cache, which is a very nice performance win. On RT4 you can enable the statement log and see every query run on a page with pointers into the source that executed 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 jra at baylink.com Fri Sep 16 14:40:42 2011 From: jra at baylink.com (Jay Ashworth) Date: Fri, 16 Sep 2011 14:40:42 -0400 (EDT) Subject: [rt-users] How to avoid a huge dataset returning In-Reply-To: <20110916183602.GK1013@jibsheet.com> Message-ID: <25353964.2139.1316198442897.JavaMail.root@benjamin.baylink.com> ----- Original Message ----- > From: "Kevin Falcone" > This destroys mysql's query cache, which is a very nice performance > win. Oh hell; of course. > On RT4 you can enable the statement log and see every query run > on a page with pointers into the source that executed it. That doesn't help, though, on a large realtime system, and especially not on code that isn't RT. :-) Cheers, -- jra -- 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 falcone at bestpractical.com Fri Sep 16 14:50:45 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 16 Sep 2011 14:50:45 -0400 Subject: [rt-users] How to avoid a huge dataset returning In-Reply-To: <25353964.2139.1316198442897.JavaMail.root@benjamin.baylink.com> References: <20110916183602.GK1013@jibsheet.com> <25353964.2139.1316198442897.JavaMail.root@benjamin.baylink.com> Message-ID: <20110916185045.GL1013@jibsheet.com> On Fri, Sep 16, 2011 at 02:40:42PM -0400, Jay Ashworth wrote: > ----- Original Message ----- > > From: "Kevin Falcone" > > > On RT4 you can enable the statement log and see every query run > > on a page with pointers into the source that executed it. > > That doesn't help, though, on a large realtime system, and especially > not on code that isn't RT. :-) I actually have found it to be my favorite new RT4 feature, especially for improving the performance of large systems. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jra at baylink.com Fri Sep 16 14:52:30 2011 From: jra at baylink.com (Jay Ashworth) Date: Fri, 16 Sep 2011 14:52:30 -0400 (EDT) Subject: [rt-users] How to avoid a huge dataset returning In-Reply-To: <20110916185045.GL1013@jibsheet.com> Message-ID: <20581858.2165.1316199150407.JavaMail.root@benjamin.baylink.com> > > That doesn't help, though, on a large realtime system, and > > especially not on code that isn't RT. :-) > > I actually have found it to be my favorite new RT4 feature, especially > for improving the performance of large systems. I'm sure it's very nice (and since I'm probably about to install RT4, I will care. :-) But I'm trying to solve the more general problem; all the world is not RT4. :-) Cheers, -- jra -- 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 josh.cole at fresno.edu Fri Sep 16 15:19:00 2011 From: josh.cole at fresno.edu (josh.cole) Date: Fri, 16 Sep 2011 12:19:00 -0700 (PDT) Subject: [rt-users] Need help configuring RT Mailgate for Secure POP3 connection Message-ID: <32481349.post@talk.nabble.com> I have an exchange server(2007) and am trying to configure the RT mailgate to pickup messages delivered to a mailbox I've designated for RT automatic ticket creation. I know that I can change it to a non-secure login method but I don't know how many POP users we have. Does anyone know if it's possible to configure fetchmail to connect via pop3s? -- View this message in context: http://old.nabble.com/Need-help-configuring-RT-Mailgate-for-Secure-POP3-connection-tp32481349p32481349.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From josh.cole at fresno.edu Fri Sep 16 15:24:06 2011 From: josh.cole at fresno.edu (josh.cole) Date: Fri, 16 Sep 2011 12:24:06 -0700 (PDT) Subject: [rt-users] Need help configuring RT Mailgate for Secure POP3 connection In-Reply-To: <32481349.post@talk.nabble.com> References: <32481349.post@talk.nabble.com> Message-ID: <32481375.post@talk.nabble.com> Sorry, I posted this prematurely. For anyone else needing to do this, it's just a matter of adding a new line to the fetchmail config. Add ssl on a line below the username and password. josh.cole wrote: > > I have an exchange server(2007) and am trying to configure the RT mailgate > to pickup messages delivered to a mailbox I've designated for RT automatic > ticket creation. I know that I can change it to a non-secure login method > but I don't know how many POP users we have. Does anyone know if it's > possible to configure fetchmail to connect via pop3s? > -- View this message in context: http://old.nabble.com/Need-help-configuring-RT-Mailgate-for-Secure-POP3-connection-tp32481349p32481375.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From josh.cole at fresno.edu Fri Sep 16 19:14:19 2011 From: josh.cole at fresno.edu (josh.cole) Date: Fri, 16 Sep 2011 16:14:19 -0700 (PDT) Subject: [rt-users] Need help configuring RT Mailgate for Secure POP3 connection In-Reply-To: <32481375.post@talk.nabble.com> References: <32481349.post@talk.nabble.com> <32481375.post@talk.nabble.com> Message-ID: <32482518.post@talk.nabble.com> I am still getting authorization failures. Error and fetchmail config are posted below. I have created a test pop account and tested the credentials I am using. Any feedback you can provide is much appreciated. Error: fetchmail: Error exchanging credentials fetchmail: Authorization failure on help at exchange.fp.local fetchmail: Query status=3 (AUTHFAIL) fetchmail: sleeping at Fri 16 Sep 2011 04:07:51 PM PDT for 60 seconds config: set daemon 60 set invisible set no bouncemail set no syslog set logfile /var/log/fetchmail.log poll exchange.fp.local with proto POP3 and options no dns user 'help' with password 'mypass' is 'help' here options ssl mda "/usr/bin/rt-mailgate --queue general --action correspond --url http://localhost/rt/" no keep josh.cole wrote: > > Sorry, I posted this prematurely. For anyone else needing to do this, it's > just a matter of adding a new line to the fetchmail config. Add ssl on a > line below the username and password. > > josh.cole wrote: >> >> I have an exchange server(2007) and am trying to configure the RT >> mailgate to pickup messages delivered to a mailbox I've designated for RT >> automatic ticket creation. I know that I can change it to a non-secure >> login method but I don't know how many POP users we have. Does anyone >> know if it's possible to configure fetchmail to connect via pop3s? >> > > -- View this message in context: http://old.nabble.com/Need-help-configuring-RT-Mailgate-for-Secure-POP3-connection-tp32481349p32482518.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From kirby at umbc.edu Sat Sep 17 13:13:06 2011 From: kirby at umbc.edu (Joe Kirby) Date: Sat, 17 Sep 2011 13:13:06 -0400 Subject: [rt-users] Custom Field Order issue Message-ID: I have 2 cf's on a screen and I cannot get the screens to recognize the order I want even though it would appear I have it setup right when I am in the queue admin screen under Custom Fields Any ideas. The newer one is desired to show ahead of the old one as I have then linked via the category option Thanks in advance 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 Daniel.Schwager at dtnet.de Sun Sep 18 12:53:43 2011 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Sun, 18 Sep 2011 18:53:43 +0200 Subject: [rt-users] Everyone from the same requestors email-domain should be able to reply to a ticket ? Message-ID: Good evening everybody, We set the global rights for "Requestor" and "CC" to reply to a ticket. Because we are using RT3 in the B2B environment, we often faced to the situation, the another employee from the some company than the requestor (therefore, with the same email-domain) reply additionally to this ticket. Of course, this email will not recorded because of lack of permissions. I would not like to set the global right "Everyone is allowed to reply"! Question: Is there a way to allow senders from the SAME email-domain like the Requestor to reply to a ticket ? Kind regards Danny From fabjunkmail at gmail.com Sun Sep 18 23:24:55 2011 From: fabjunkmail at gmail.com (fab junkmail) Date: Mon, 19 Sep 2011 13:24:55 +1000 Subject: [rt-users] RT 4.0.2 postgresql fulltext - error doing initial indexing Message-ID: Hi, I am testing upgrading from RT 3.6.7 on mysql to RT 4.0.2 on postgresql 8.4.8 (debian) and enabling full text search. The database has more that 30000 tickets. I have been able to convert the database to postgresql and update RT to 4.0.2. I have done the set up for the full text search using defaults except for selecting GIN index instead of the default. When running "/opt/rt4/sbin/rt-fulltext-indexer --all" the indexer runs for hours with the occasional minor warnings as follows: [Thu Sep 15 01:56:27 2011] [warning]: NOTICE: word is too long to be indexed DETAIL: Words longer than 2047 characters are ignored. (/opt/rt4/sbin/rt-fulltext-indexer:370) I think that is ok. However the indexer eventually fails/stops with this error: [Mon Sep 19 02:08:28 2011] [warning]: DBD::Pg::db do failed: ERROR: string is too long for tsvector (3831236 bytes, max 1048575 bytes) at /opt/rt4/sbin/rt-fulltext-indexer line 370. (/opt/rt4/sbin/rt-fulltext-indexer:370) [Mon Sep 19 02:08:28 2011] [crit]: DBD::Pg::db do failed: ERROR: string is too long for tsvector (3831236 bytes, max 1048575 bytes) at /opt/rt4/sbin/rt-fulltext-indexer line 370. (/opt/rt4/sbin/../lib/RT.pm:340) DBD::Pg::db do failed: ERROR: string is too long for tsvector (3831236 bytes, max 1048575 bytes) at /opt/rt4/sbin/rt-fulltext-indexer line 370. related postgresql log: 2011-09-19 02:08:28 UTC ERROR: string is too long for tsvector (3831236 bytes, max 1048575 bytes) 2011-09-19 02:08:28 UTC STATEMENT: UPDATE Attachments SET ContentIndex = to_tsvector($1) WHERE id = $2 I think it is getting to a ticket that has too many unique words so it can't index it and it critically fails and stops indexing any further. If I run "/opt/rt4/sbin/rt-fulltext-indexer --all" again, it stops with that error again quite quickly (after about a minute). I tested doing some content searches for a particular word (using full text search) and not all tickets that contain that word are found. With full text turned off (content search still enabled) all tickets with that word are found. So I think the indexer has not been able to complete indexing all tickets as it is getting a problem with one ticket that halts the indexing. I notice on an older wiki page for PostgreSQLFullText for before RT had fulltext indexing built in http://requesttracker.wikia.com/wiki/PostgreSQLFullText they mention limiting the size of tsvector that will attempt to index: "So I am adding the tsvectors only to those entries with a size < 500KB" I think maybe this has not been implemented for rt 4.0.2? I would appreciate some advice on how I can proceed with getting the rest of my data indexed. I think any of the following would be suitable but I don't know how to implement them (I am not a coder or a dba) and could use some help. Options: - modify the rt-fulltext-indexer script to truncate strings that are "too long for tsvector". or - modify the rt-fulltext-indexer script to skip tickets that have that issue and continue indexing other tickets. or - find out which ticket is causing the problem (hopefully only one) and maybe I can delete it before running the rt-fulltext-indexer script. or - maybe someone can suggest a better alternative Please help. Regards, Anthony From fireskyer at gmx.de Mon Sep 19 03:59:48 2011 From: fireskyer at gmx.de (john s.) Date: Mon, 19 Sep 2011 00:59:48 -0700 (PDT) Subject: [rt-users] ICAL-Error Message In-Reply-To: <32453473.post@talk.nabble.com> References: <32421407.post@talk.nabble.com> <4E68910E.50103@eve-team.com> <32422932.post@talk.nabble.com> <32453473.post@talk.nabble.com> Message-ID: <32493068.post@talk.nabble.com> could someone help me out? best regards john s. -- View this message in context: http://old.nabble.com/ICAL-Error-tp32421407p32493068.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From chocoboselphie at gmx.de Mon Sep 19 04:51:45 2011 From: chocoboselphie at gmx.de (declaya) Date: Mon, 19 Sep 2011 01:51:45 -0700 (PDT) Subject: [rt-users] RT4.0.1 ExternalAuth and SSO Message-ID: <32478912.post@talk.nabble.com> Hi all, my RT installation is just a little step away from being absolutely perfect. I'm currently trying to get a single sign-on behavior for all users in our network. Until now, ExternalAuth is working fine, all users can log in with their credentials, they are recognized in our AD. My problem now is the SSO config. I have no idea what I have to set in the RT_SiteConfig.pm. As far as now my config looks like this: # An example SSO cookie service 'My_SSO_Cookie' => { # # The type of service (db/ldap/cookie) 'type' => 'cookie', 'name' => '####', (commented out) 'u_table' => 'Users', # The username field in the users table 'u_field' => 'Name', 'u_match_key' => 'id', This is the part where I don't know what to write in: # The cookies table 'c_table' => 'login_cookie', # The field that stores cookie values 'c_field' => 'loginCookieValue', # The field in the cookies table that uniquely identifies a user # and also exists in the users table 'c_match_key' => 'loginCookieUserID', # The DB service in this configuration to use to lookup the cookie information 'db_service_name' => 'My_MySQL' } } So now my question is: Where can I find out how the table, field and the match key of the cookie is called? Or is this a misunderstanding from my side? Do I have to make a cookie by myself? I think I can use the cookie I get when visiting the RT interface, don't I? The log file says that ExternalAuth is able to find the cookie, but then it fails to authenticate ("No user was authenticated by browser cookie. SSO failed and no user to test with."). I think this comes from the wrong config so that ExternalAuth tries to read but fails because of the wrong table name and/or field and match key. If I look at the cookie, it only contains a hash value. Maybe there is also something wrong with the cookie itself. Thanks in advance for your help! PS: Another (small, compared to the problem above) problem: Is the value for 'd_field' that has to be specified for ExternalAuth to connect to the MySQL database of RT4.0.1 still there? I had trouble to find it and thus I commented it out. It still works, but it would be nice to know how it is called now. Thank you. :) -- View this message in context: http://old.nabble.com/RT4.0.1-ExternalAuth-and-SSO-tp32478912p32478912.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From bart at pleh.info Mon Sep 19 05:14:54 2011 From: bart at pleh.info (Bart) Date: Mon, 19 Sep 2011 11:14:54 +0200 Subject: [rt-users] Where can I find the RT password reset extension for RT 3.8? In-Reply-To: References: <20110728164048.GA998@jibsheet.com> <20110914142401.GX71957@jibsheet.com> Message-ID: Entering /opt/rt4 made it pass the installation: # cpan -i RT::Extension::ResetPassword > CPAN: Storable loaded ok (v2.30) > Reading '/root/.cpan/Metadata' > Database was generated on Wed, 14 Sep 2011 10:27:35 GMT > Running install for module 'RT::Extension::ResetPassword' > Running make for F/FA/FALCONE/RT-Extension-ResetPassword-0.03.tar.gz > CPAN: Digest::SHA loaded ok (v5.62) > CPAN: Compress::Zlib loaded ok (v2.037) > Checksum for > /root/.cpan/sources/authors/id/F/FA/FALCONE/RT-Extension-ResetPassword-0.03.tar.gz > ok > CPAN: Archive::Tar loaded ok (v1.76) > RT-Extension-ResetPassword-0.03/ > RT-Extension-ResetPassword-0.03/html/ > RT-Extension-ResetPassword-0.03/html/Callbacks/ > RT-Extension-ResetPassword-0.03/html/Callbacks/RT-Extension-ResetPassword/ > > RT-Extension-ResetPassword-0.03/html/Callbacks/RT-Extension-ResetPassword/Elements/ > > RT-Extension-ResetPassword-0.03/html/Callbacks/RT-Extension-ResetPassword/Elements/Login/ > > RT-Extension-ResetPassword-0.03/html/Callbacks/RT-Extension-ResetPassword/Elements/Login/Default > RT-Extension-ResetPassword-0.03/html/NoAuth/ > RT-Extension-ResetPassword-0.03/html/NoAuth/ResetPassword/ > RT-Extension-ResetPassword-0.03/html/NoAuth/ResetPassword/Request.html > RT-Extension-ResetPassword-0.03/html/NoAuth/ResetPassword/Reset/ > RT-Extension-ResetPassword-0.03/html/NoAuth/ResetPassword/Reset/dhandler > RT-Extension-ResetPassword-0.03/inc/ > RT-Extension-ResetPassword-0.03/inc/Module/ > RT-Extension-ResetPassword-0.03/inc/Module/Install/ > RT-Extension-ResetPassword-0.03/inc/Module/Install/Base.pm > RT-Extension-ResetPassword-0.03/inc/Module/Install/Can.pm > RT-Extension-ResetPassword-0.03/inc/Module/Install/Fetch.pm > RT-Extension-ResetPassword-0.03/inc/Module/Install/Makefile.pm > RT-Extension-ResetPassword-0.03/inc/Module/Install/Metadata.pm > RT-Extension-ResetPassword-0.03/inc/Module/Install/RTx.pm > RT-Extension-ResetPassword-0.03/inc/Module/Install/Win32.pm > RT-Extension-ResetPassword-0.03/inc/Module/Install/WriteAll.pm > RT-Extension-ResetPassword-0.03/inc/Module/Install.pm > RT-Extension-ResetPassword-0.03/lib/ > RT-Extension-ResetPassword-0.03/lib/RT/ > RT-Extension-ResetPassword-0.03/lib/RT/Extension/ > RT-Extension-ResetPassword-0.03/lib/RT/Extension/ResetPassword.pm > RT-Extension-ResetPassword-0.03/Makefile.PL > RT-Extension-ResetPassword-0.03/MANIFEST > RT-Extension-ResetPassword-0.03/META.yml > RT-Extension-ResetPassword-0.03/README > CPAN: File::Temp loaded ok (v0.22) > CPAN: Parse::CPAN::Meta loaded ok (v1.4401) > CPAN: CPAN::Meta loaded ok (v2.112150) > CPAN: Module::CoreList loaded ok (v2.55) > > CPAN.pm: Building F/FA/FALCONE/RT-Extension-ResetPassword-0.03.tar.gz > Cannot determine perl version info from lib/RT/Extension/ResetPassword.pm > Cannot determine author info from lib/RT/Extension/ResetPassword.pm > Cannot determine license info from lib/RT/Extension/ResetPassword.pm > Cannot find the location of RT.pm that defines $RT::LocalPath in: inc > /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 . /opt/rt3/lib /opt/lib/rt3 /opt/lib > /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib > /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib > /sw/lib/rt3 /sw/lib > *Path to your RT.pm: /opt/rt4 > * Using RT configuration from /opt/rt4/lib/RT.pm: > ./html => /opt/rt4/local/plugins/RT-Extension-ResetPassword/html > ./lib => /opt/rt4/local/plugins/RT-Extension-ResetPassword/lib > Checking if your kit is complete... > Looks good > Writing Makefile for RT::Extension::ResetPassword > Writing MYMETA.yml and MYMETA.json > cp lib/RT/Extension/ResetPassword.pm blib/lib/RT/Extension/ResetPassword.pm > > FALCONE/RT-Extension-ResetPassword-0.03.tar.gz > /usr/bin/make -- OK > CPAN: YAML loaded ok (v0.73) > Running make test > No tests defined for RT::Extension::ResetPassword extension. > > FALCONE/RT-Extension-ResetPassword-0.03.tar.gz > /usr/bin/make test -- OK > Running make install > Prepending > /root/.cpan/build/RT-Extension-ResetPassword-0.03-yliH6I/blib/arch > /root/.cpan/build/RT-Extension-ResetPassword-0.03-yliH6I/blib/lib to > PERL5LIB for 'install' > Installing > /opt/rt4/local/plugins/RT-Extension-ResetPassword/lib/RT/Extension/ResetPassword.pm > Appending installation info to > /opt/rt4/local/plugins/RT-Extension-ResetPassword/lib/perllocal.pod > Installing > /opt/rt4/local/plugins/RT-Extension-ResetPassword/html/Callbacks/RT-Extension-ResetPassword/Elements/Login/Default > Installing > /opt/rt4/local/plugins/RT-Extension-ResetPassword/html/NoAuth/ResetPassword/Request.html > Installing > /opt/rt4/local/plugins/RT-Extension-ResetPassword/html/NoAuth/ResetPassword/Reset/dhandler > > FALCONE/RT-Extension-ResetPassword-0.03.tar.gz > /usr/bin/make install -- OK After this I've enabled the plugin: Set(@Plugins, (qw(RT::Extension::SLA RT::Extension::HistoryFilter > RT::Extension::ResetPassword))); Restarted the service and did some testing. The plugin seems to work just fine under RT4 (I'm running 4.0.2 in our testing environment). The only problem I noticed was when you have multiple e-mail addressees with a user (comma separated). It then expects the entire string to be entered as an e-mail address (obviously nobody will be able to do this lol). This is something we only have for our testing environment, in the real environment we won't be having multiple e-mail addresses with a user. Overall, I'm happy ^_^ It works with the installation instruction :) Thanks for the tip. I've attached a few screenshots to show the works*. *Initially I did attatch screenshots, but the mail got blocked by the mailing lists (size issue). So this mail doesn't contain those images, you'll have to believe that it worked for me ^_~ Best regards, Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon Sep 19 09:21:57 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 19 Sep 2011 09:21:57 -0400 Subject: [rt-users] RT4.0.1 ExternalAuth and SSO In-Reply-To: <32478912.post@talk.nabble.com> References: <32478912.post@talk.nabble.com> Message-ID: <4E7741F5.6050003@bestpractical.com> On 09/19/2011 04:51 AM, declaya wrote: > > Hi all, > > my RT installation is just a little step away from being absolutely perfect. > > I'm currently trying to get a single sign-on behavior for all users in our > network. > Until now, ExternalAuth is working fine, all users can log in with their > credentials, they are recognized in our AD. My problem now is the SSO > config. I have no idea what I have to set in the RT_SiteConfig.pm. > As far as now my config looks like this: For AD SSO, you very likely want to use mod_auth_krb or similar commercial products to do the authentication at the Apache level. RT can then trust Apache's auth with the right configuration, and you won't really need ExternalAuth anymore since RT has the WebExternalAuth settings. Thomas From Izz.Abdullah at hibbett.com Mon Sep 19 09:41:06 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Mon, 19 Sep 2011 08:41:06 -0500 Subject: [rt-users] Implementing LDAP Authentication in RT 4.0.2 In-Reply-To: References: <20110915194635.GE71957@jibsheet.com><20110916142715.GA1013@jibsheet.com><20110916150729.GF1013@jibsheet.com><20110916153310.GG1013@jibsheet.com><20110916154421.GH1013@jibsheet.com> Message-ID: So I had a typo causing the timeout, but I am still unable to get LDAP authentication to work. I am sure it is a configuration issue, as I can login with the mysql db root account just fine. I can't find detailed documentation on what each of the arguments takes, so I am posting my config back here for some assistance. I am also receiving in the apache logs "syntax error at [RTHOME]/etc/RT_SiteConfig.pm line xx, near "}" "Missing right curly or square bracket at ..." Everything is open and closed below, correct? I thought this was odd... Is there any way possible for me to see a debugging log of RT trying (or not trying) to talk to our AD server? Set($ExternalAuthPriority, [ 'My_LDAP' ]); Set($ExternalInfoPriority, [ 'My_LDAP' ]); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => '****.****.hibbett.com', #temporarily commented this out #'user' => '****', #'pass' => '****', 'base' => 'ou=****,dc=****,dc=hibbett,dc=com', 'filter' => '(objectClass=*)', 'd_filter' => '(objectClass=NoOneAtALL)', #not using tls or ssl #'tls' => 0, #'ssl_version' => 3, #I don't know what the ldap args should be...is this in the net::ldap perl module? #'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name', 'EmailAddress' ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } } ); -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Friday, September 16, 2011 11:18 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 I hate to do this...but now, it is timing out with communication to fast CGI. I can only see this in apache logs, I can't see anything in RT logs (they are not being created). How can I turn debugging off so that I can see what else is going on? Why would the changes in authentication affect FCGI? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Friday, September 16, 2011 11:08 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 Ok...so I found the missing opening braces. I truly appreciate your help Kevin! When staring at code for so long, it needs another set of eyes. ;) I changed it, and have refreshed the login page, it's been in the 'waiting for ' for quite some time now. I can deal with that as it is probably a query to LDAP caching out (correct me if I am wrong, as I would like to have an overview of the inner-workings some time). I'll look through the code to see exactly what it does when I have the time, for now I just need to get it to work, just once will be nice for the boss. =) Thanks again! -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, September 16, 2011 10:44 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 On Fri, Sep 16, 2011 at 10:37:58AM -0500, Izz Abdullah wrote: > The comma is no longer there. The only thing I stripped was only using LDAP as an external source, the mysql db resides locally and is defined elsewhere within RT_SiteConfig, and within LDAP itself, I only removed the two GROUP mappings. Go compare your line Set($ExternalSettings, 'My_LDAP' => { to the version in the example siteconfig You're missing an important character (and an important closing character). -kevin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: Friday, September 16, 2011 10:33 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > On Fri, Sep 16, 2011 at 10:23:08AM -0500, Izz Abdullah wrote: > > Ok...so I changed it to: > > Set($ExternalAuthPriority, ['My_LDAP']); Set($ExternalInfoPriority, > > ['My_LDAP']); > > > > #and for weird one off testing, since it is a list, I even tried ['My_LDAP',]; by adding a comma to denote a list of one item. > > The comma is irrelevant and unnecessary. > > > I am still receiving "Can't use string ("My_LDAP") as a HASH ref while "strict refs" in use at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 63." > > You stripped even more things when copying from the example to your config. Go look at your version of ExternalSettings as compared to the sample. > > -kevin > > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > > Falcone > > Sent: Friday, September 16, 2011 10:07 AM > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > > > On Fri, Sep 16, 2011 at 09:51:11AM -0500, Izz Abdullah wrote: > > > Here is the LDAP config porting in my RT_SiteConfig file: > > > > > > Set($ExternalAuthPriority, 'My_LDAP'); > > > > > > Set($ExternalInfoPriority, 'My_LDAP'); > > > > Those aren't correct. From the example config: > > > > Set($ExternalAuthPriority, [ 'My_LDAP', > > > > The [ is important, you're returning a list of 1 item, not a single item. Make sure you also keep the closing ]. > > > > -kevin > > -------- > > RT Training Sessions > > (http://bestpractical.com/services/training.html) > > * Chicago, IL, USA September 26 & 27, 2011 > > * San Francisco, CA, USA October 18 & 19, 2011 > > * Washington DC, USA October 31 & November 1, 2011 > > * Melbourne VIC, Australia November 28 & 29, 2011 > > * Barcelona, Spain November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011 -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011 From Izz.Abdullah at hibbett.com Mon Sep 19 09:52:36 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Mon, 19 Sep 2011 08:52:36 -0500 Subject: [rt-users] Implementing LDAP Authentication in RT 4.0.2 In-Reply-To: References: <20110915194635.GE71957@jibsheet.com><20110916142715.GA1013@jibsheet.com><20110916150729.GF1013@jibsheet.com><20110916153310.GG1013@jibsheet.com><20110916154421.GH1013@jibsheet.com> Message-ID: Actually during the paste operation I did miss one '}' at the end, but it is there in my config file. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Monday, September 19, 2011 8:41 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 So I had a typo causing the timeout, but I am still unable to get LDAP authentication to work. I am sure it is a configuration issue, as I can login with the mysql db root account just fine. I can't find detailed documentation on what each of the arguments takes, so I am posting my config back here for some assistance. I am also receiving in the apache logs "syntax error at [RTHOME]/etc/RT_SiteConfig.pm line xx, near "}" "Missing right curly or square bracket at ..." Everything is open and closed below, correct? I thought this was odd... Is there any way possible for me to see a debugging log of RT trying (or not trying) to talk to our AD server? Set($ExternalAuthPriority, [ 'My_LDAP' ]); Set($ExternalInfoPriority, [ 'My_LDAP' ]); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => '****.****.hibbett.com', #temporarily commented this out #'user' => '****', #'pass' => '****', 'base' => 'ou=****,dc=****,dc=hibbett,dc=com', 'filter' => '(objectClass=*)', 'd_filter' => '(objectClass=NoOneAtALL)', #not using tls or ssl #'tls' => 0, #'ssl_version' => 3, #I don't know what the ldap args should be...is this in the net::ldap perl module? #'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name', 'EmailAddress' ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } } ); -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Friday, September 16, 2011 11:18 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 I hate to do this...but now, it is timing out with communication to fast CGI. I can only see this in apache logs, I can't see anything in RT logs (they are not being created). How can I turn debugging off so that I can see what else is going on? Why would the changes in authentication affect FCGI? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Friday, September 16, 2011 11:08 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 Ok...so I found the missing opening braces. I truly appreciate your help Kevin! When staring at code for so long, it needs another set of eyes. ;) I changed it, and have refreshed the login page, it's been in the 'waiting for ' for quite some time now. I can deal with that as it is probably a query to LDAP caching out (correct me if I am wrong, as I would like to have an overview of the inner-workings some time). I'll look through the code to see exactly what it does when I have the time, for now I just need to get it to work, just once will be nice for the boss. =) Thanks again! -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, September 16, 2011 10:44 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 On Fri, Sep 16, 2011 at 10:37:58AM -0500, Izz Abdullah wrote: > The comma is no longer there. The only thing I stripped was only using LDAP as an external source, the mysql db resides locally and is defined elsewhere within RT_SiteConfig, and within LDAP itself, I only removed the two GROUP mappings. Go compare your line Set($ExternalSettings, 'My_LDAP' => { to the version in the example siteconfig You're missing an important character (and an important closing character). -kevin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: Friday, September 16, 2011 10:33 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > On Fri, Sep 16, 2011 at 10:23:08AM -0500, Izz Abdullah wrote: > > Ok...so I changed it to: > > Set($ExternalAuthPriority, ['My_LDAP']); Set($ExternalInfoPriority, > > ['My_LDAP']); > > > > #and for weird one off testing, since it is a list, I even tried ['My_LDAP',]; by adding a comma to denote a list of one item. > > The comma is irrelevant and unnecessary. > > > I am still receiving "Can't use string ("My_LDAP") as a HASH ref while "strict refs" in use at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 63." > > You stripped even more things when copying from the example to your config. Go look at your version of ExternalSettings as compared to the sample. > > -kevin > > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > > Falcone > > Sent: Friday, September 16, 2011 10:07 AM > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > > > On Fri, Sep 16, 2011 at 09:51:11AM -0500, Izz Abdullah wrote: > > > Here is the LDAP config porting in my RT_SiteConfig file: > > > > > > Set($ExternalAuthPriority, 'My_LDAP'); > > > > > > Set($ExternalInfoPriority, 'My_LDAP'); > > > > Those aren't correct. From the example config: > > > > Set($ExternalAuthPriority, [ 'My_LDAP', > > > > The [ is important, you're returning a list of 1 item, not a single item. Make sure you also keep the closing ]. > > > > -kevin > > -------- > > RT Training Sessions > > (http://bestpractical.com/services/training.html) > > * Chicago, IL, USA September 26 & 27, 2011 > > * San Francisco, CA, USA October 18 & 19, 2011 > > * Washington DC, USA October 31 & November 1, 2011 > > * Melbourne VIC, Australia November 28 & 29, 2011 > > * Barcelona, Spain November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011 -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011 -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011 From falcone at bestpractical.com Mon Sep 19 09:58:13 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 19 Sep 2011 09:58:13 -0400 Subject: [rt-users] Custom Field Order issue In-Reply-To: References: Message-ID: <20110919135813.GM1013@jibsheet.com> On Sat, Sep 17, 2011 at 01:13:06PM -0400, Joe Kirby wrote: > I have 2 cf's on a screen and I cannot get the screens to recognize > the order I want even though it would appear I have it setup right > when I am in the queue admin screen under Custom Fields > > Any ideas. The newer one is desired to show ahead of the old one as > I have then linked via the category option Joe - I don't remember what version you're running, but that sounds like a bug we fixed for non-mysql databases around the middle of the 3.8 series. -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 Sep 19 10:00:44 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 19 Sep 2011 10:00:44 -0400 Subject: [rt-users] Where can I find the RT password reset extension for RT 3.8? In-Reply-To: References: <20110728164048.GA998@jibsheet.com> <20110914142401.GX71957@jibsheet.com> Message-ID: <20110919140044.GN1013@jibsheet.com> On Mon, Sep 19, 2011 at 11:14:54AM +0200, Bart wrote: > The plugin seems to work just fine under RT4 (I'm running 4.0.2 in our testing environment). > The only problem I noticed was when you have multiple e-mail addressees with a user (comma > separated). It then expects the entire string to be entered as an e-mail address (obviously > nobody will be able to do this lol). This is something we only have for our testing > environment, in the real environment we won't be having multiple e-mail addresses with a user. So you know, multiple comma addressed emails being allowed on Users is a bug. It'll only work some of the time in some places in RT and I fully expect a future version of RT to apply much stricter validation to that field since it causes frustrating bugs when garbage gets into 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 kirby at umbc.edu Mon Sep 19 10:02:25 2011 From: kirby at umbc.edu (Joe Kirby) Date: Mon, 19 Sep 2011 10:02:25 -0400 Subject: [rt-users] Custom Field Order issue Message-ID: Kevin Thanks for the info. We are on 3.8.7 and working on going to 4.x by Spring or Summer 2012 Joe On Mon, Sep 19, 2011 at 9:58 AM, wrote: > Send RT-Users mailing list submissions to > rt-users at lists.bestpractical.com > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > or, via email, send a message with subject or body 'help' to > rt-users-request at lists.bestpractical.com > > You can reach the person managing the list at > rt-users-owner at lists.bestpractical.com > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of RT-Users digest..." > > > Today's Topics: > > 1. Re: RT4.0.1 ExternalAuth and SSO (Thomas Sibley) > 2. Re: Implementing LDAP Authentication in RT 4.0.2 (Izz Abdullah) > 3. Re: Implementing LDAP Authentication in RT 4.0.2 (Izz Abdullah) > 4. Re: Custom Field Order issue (Kevin Falcone) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 19 Sep 2011 09:21:57 -0400 > From: Thomas Sibley > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT4.0.1 ExternalAuth and SSO > Message-ID: <4E7741F5.6050003 at bestpractical.com> > Content-Type: text/plain; charset=UTF-8 > > On 09/19/2011 04:51 AM, declaya wrote: > > > > Hi all, > > > > my RT installation is just a little step away from being absolutely > perfect. > > > > I'm currently trying to get a single sign-on behavior for all users in > our > > network. > > Until now, ExternalAuth is working fine, all users can log in with their > > credentials, they are recognized in our AD. My problem now is the SSO > > config. I have no idea what I have to set in the RT_SiteConfig.pm. > > As far as now my config looks like this: > > For AD SSO, you very likely want to use mod_auth_krb or similar > commercial products to do the authentication at the Apache level. RT > can then trust Apache's auth with the right configuration, and you won't > really need ExternalAuth anymore since RT has the WebExternalAuth settings. > > Thomas > > > ------------------------------ > > Message: 2 > Date: Mon, 19 Sep 2011 08:41:06 -0500 > From: Izz Abdullah > To: "rt-users at lists.bestpractical.com" > > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > Message-ID: > < > BAB510D4DA891440A7CE408F3C08635301C85952DEDE at hsg-mail-001.corp01.hibbett.com > > > > Content-Type: text/plain; charset="us-ascii" > > So I had a typo causing the timeout, but I am still unable to get LDAP > authentication to work. I am sure it is a configuration issue, as I can > login with the mysql db root account just fine. I can't find detailed > documentation on what each of the arguments takes, so I am posting my config > back here for some assistance. I am also receiving in the apache logs > "syntax error at [RTHOME]/etc/RT_SiteConfig.pm line xx, near "}" > "Missing right curly or square bracket at ..." > Everything is open and closed below, correct? I thought this was odd... > > Is there any way possible for me to see a debugging log of RT trying (or > not trying) to talk to our AD server? > > > Set($ExternalAuthPriority, [ 'My_LDAP' ]); > > Set($ExternalInfoPriority, [ 'My_LDAP' ]); > > Set($ExternalServiceUsesSSLorTLS, 0); > > Set($AutoCreateNonExternalUsers, 0); > > Set($ExternalSettings, { 'My_LDAP' => { > 'type' => 'ldap', > 'server' => '****.****.hibbett.com', > #temporarily commented this out > #'user' => '****', > #'pass' => '****', > 'base' => > 'ou=****,dc=****,dc=hibbett,dc=com', > 'filter' => '(objectClass=*)', > 'd_filter' => '(objectClass=NoOneAtALL)', > #not using tls or ssl > #'tls' => 0, > #'ssl_version' => 3, > #I don't know what the ldap args should be...is this in the > net::ldap perl module? > #'net_ldap_args' => [ version => 3 ], > 'attr_match_list' => [ 'Name', > 'EmailAddress' ], > 'attr_map' => { > 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'Organization' => 'physicalDeliveryOfficeName', > 'RealName' => 'cn', > 'ExternalAuthId' => 'sAMAccountName', > 'Gecos' => 'sAMAccountName', > 'WorkPhone' => 'telephoneNumber', > 'Address1' => 'streetAddress', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co' > } > } > ); > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah > Sent: Friday, September 16, 2011 11:18 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > I hate to do this...but now, it is timing out with communication to fast > CGI. I can only see this in apache logs, I can't see anything in RT logs > (they are not being created). How can I turn debugging off so that I can > see what else is going on? Why would the changes in authentication affect > FCGI? > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah > Sent: Friday, September 16, 2011 11:08 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > Ok...so I found the missing opening braces. I truly appreciate your help > Kevin! When staring at code for so long, it needs another set of eyes. ;) > > I changed it, and have refreshed the login page, it's been in the 'waiting > for ' for quite some time now. I can deal with that as it is > probably a query to LDAP caching out (correct me if I am wrong, as I would > like to have an overview of the inner-workings some time). I'll look > through the code to see exactly what it does when I have the time, for now I > just need to get it to work, just once will be nice for the boss. =) > > Thanks again! > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: Friday, September 16, 2011 10:44 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > On Fri, Sep 16, 2011 at 10:37:58AM -0500, Izz Abdullah wrote: > > The comma is no longer there. The only thing I stripped was only using > LDAP as an external source, the mysql db resides locally and is defined > elsewhere within RT_SiteConfig, and within LDAP itself, I only removed the > two GROUP mappings. > > Go compare your line > > Set($ExternalSettings, 'My_LDAP' => { > > to the version in the example siteconfig > > You're missing an important character (and an important closing character). > > -kevin > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > > Falcone > > Sent: Friday, September 16, 2011 10:33 AM > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > > > On Fri, Sep 16, 2011 at 10:23:08AM -0500, Izz Abdullah wrote: > > > Ok...so I changed it to: > > > Set($ExternalAuthPriority, ['My_LDAP']); Set($ExternalInfoPriority, > > > ['My_LDAP']); > > > > > > #and for weird one off testing, since it is a list, I even tried > ['My_LDAP',]; by adding a comma to denote a list of one item. > > > > The comma is irrelevant and unnecessary. > > > > > I am still receiving "Can't use string ("My_LDAP") as a HASH ref while > "strict refs" in use at > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm > line 63." > > > > You stripped even more things when copying from the example to your > config. Go look at your version of ExternalSettings as compared to the > sample. > > > > -kevin > > > > > > > > -----Original Message----- > > > From: rt-users-bounces at lists.bestpractical.com > > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > > > Falcone > > > Sent: Friday, September 16, 2011 10:07 AM > > > To: rt-users at lists.bestpractical.com > > > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > > > > > On Fri, Sep 16, 2011 at 09:51:11AM -0500, Izz Abdullah wrote: > > > > Here is the LDAP config porting in my RT_SiteConfig file: > > > > > > > > Set($ExternalAuthPriority, 'My_LDAP'); > > > > > > > > Set($ExternalInfoPriority, 'My_LDAP'); > > > > > > Those aren't correct. From the example config: > > > > > > Set($ExternalAuthPriority, [ 'My_LDAP', > > > > > > The [ is important, you're returning a list of 1 item, not a single > item. Make sure you also keep the closing ]. > > > > > > -kevin > > > -------- > > > RT Training Sessions > > > (http://bestpractical.com/services/training.html) > > > * Chicago, IL, USA September 26 & 27, 2011 > > > * San Francisco, CA, USA October 18 & 19, 2011 > > > * Washington DC, USA October 31 & November 1, 2011 > > > * Melbourne VIC, Australia November 28 & 29, 2011 > > > * Barcelona, Spain November 28 & 29, 2011 > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Chicago, IL, USA September 26 & 27, 2011 > > * San Francisco, CA, USA October 18 & 19, 2011 > > * Washington DC, USA October 31 & November 1, 2011 > > * Melbourne VIC, Australia November 28 & 29, 2011 > > * Barcelona, Spain November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 > > > ------------------------------ > > Message: 3 > Date: Mon, 19 Sep 2011 08:52:36 -0500 > From: Izz Abdullah > To: "rt-users at lists.bestpractical.com" > > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > Message-ID: > < > BAB510D4DA891440A7CE408F3C08635301C85952DEE0 at hsg-mail-001.corp01.hibbett.com > > > > Content-Type: text/plain; charset="us-ascii" > > Actually during the paste operation I did miss one '}' at the end, but it > is there in my config file. > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah > Sent: Monday, September 19, 2011 8:41 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > So I had a typo causing the timeout, but I am still unable to get LDAP > authentication to work. I am sure it is a configuration issue, as I can > login with the mysql db root account just fine. I can't find detailed > documentation on what each of the arguments takes, so I am posting my config > back here for some assistance. I am also receiving in the apache logs > "syntax error at [RTHOME]/etc/RT_SiteConfig.pm line xx, near "}" > "Missing right curly or square bracket at ..." > Everything is open and closed below, correct? I thought this was odd... > > Is there any way possible for me to see a debugging log of RT trying (or > not trying) to talk to our AD server? > > > Set($ExternalAuthPriority, [ 'My_LDAP' ]); > > Set($ExternalInfoPriority, [ 'My_LDAP' ]); > > Set($ExternalServiceUsesSSLorTLS, 0); > > Set($AutoCreateNonExternalUsers, 0); > > Set($ExternalSettings, { 'My_LDAP' => { > 'type' => 'ldap', > 'server' => '****.****.hibbett.com', > #temporarily commented this out > #'user' => '****', > #'pass' => '****', > 'base' => > 'ou=****,dc=****,dc=hibbett,dc=com', > 'filter' => '(objectClass=*)', > 'd_filter' => '(objectClass=NoOneAtALL)', > #not using tls or ssl > #'tls' => 0, > #'ssl_version' => 3, > #I don't know what the ldap args should be...is this in the > net::ldap perl module? > #'net_ldap_args' => [ version => 3 ], > 'attr_match_list' => [ 'Name', > 'EmailAddress' ], > 'attr_map' => { > 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'Organization' => 'physicalDeliveryOfficeName', > 'RealName' => 'cn', > 'ExternalAuthId' => 'sAMAccountName', > 'Gecos' => 'sAMAccountName', > 'WorkPhone' => 'telephoneNumber', > 'Address1' => 'streetAddress', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co' > } > } > ); > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah > Sent: Friday, September 16, 2011 11:18 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > I hate to do this...but now, it is timing out with communication to fast > CGI. I can only see this in apache logs, I can't see anything in RT logs > (they are not being created). How can I turn debugging off so that I can > see what else is going on? Why would the changes in authentication affect > FCGI? > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah > Sent: Friday, September 16, 2011 11:08 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > Ok...so I found the missing opening braces. I truly appreciate your help > Kevin! When staring at code for so long, it needs another set of eyes. ;) > > I changed it, and have refreshed the login page, it's been in the 'waiting > for ' for quite some time now. I can deal with that as it is > probably a query to LDAP caching out (correct me if I am wrong, as I would > like to have an overview of the inner-workings some time). I'll look > through the code to see exactly what it does when I have the time, for now I > just need to get it to work, just once will be nice for the boss. =) > > Thanks again! > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: Friday, September 16, 2011 10:44 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > On Fri, Sep 16, 2011 at 10:37:58AM -0500, Izz Abdullah wrote: > > The comma is no longer there. The only thing I stripped was only using > LDAP as an external source, the mysql db resides locally and is defined > elsewhere within RT_SiteConfig, and within LDAP itself, I only removed the > two GROUP mappings. > > Go compare your line > > Set($ExternalSettings, 'My_LDAP' => { > > to the version in the example siteconfig > > You're missing an important character (and an important closing character). > > -kevin > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > > Falcone > > Sent: Friday, September 16, 2011 10:33 AM > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > > > On Fri, Sep 16, 2011 at 10:23:08AM -0500, Izz Abdullah wrote: > > > Ok...so I changed it to: > > > Set($ExternalAuthPriority, ['My_LDAP']); Set($ExternalInfoPriority, > > > ['My_LDAP']); > > > > > > #and for weird one off testing, since it is a list, I even tried > ['My_LDAP',]; by adding a comma to denote a list of one item. > > > > The comma is irrelevant and unnecessary. > > > > > I am still receiving "Can't use string ("My_LDAP") as a HASH ref while > "strict refs" in use at > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm > line 63." > > > > You stripped even more things when copying from the example to your > config. Go look at your version of ExternalSettings as compared to the > sample. > > > > -kevin > > > > > > > > -----Original Message----- > > > From: rt-users-bounces at lists.bestpractical.com > > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > > > Falcone > > > Sent: Friday, September 16, 2011 10:07 AM > > > To: rt-users at lists.bestpractical.com > > > Subject: Re: [rt-users] Implementing LDAP Authentication in RT 4.0.2 > > > > > > On Fri, Sep 16, 2011 at 09:51:11AM -0500, Izz Abdullah wrote: > > > > Here is the LDAP config porting in my RT_SiteConfig file: > > > > > > > > Set($ExternalAuthPriority, 'My_LDAP'); > > > > > > > > Set($ExternalInfoPriority, 'My_LDAP'); > > > > > > Those aren't correct. From the example config: > > > > > > Set($ExternalAuthPriority, [ 'My_LDAP', > > > > > > The [ is important, you're returning a list of 1 item, not a single > item. Make sure you also keep the closing ]. > > > > > > -kevin > > > -------- > > > RT Training Sessions > > > (http://bestpractical.com/services/training.html) > > > * Chicago, IL, USA September 26 & 27, 2011 > > > * San Francisco, CA, USA October 18 & 19, 2011 > > > * Washington DC, USA October 31 & November 1, 2011 > > > * Melbourne VIC, Australia November 28 & 29, 2011 > > > * Barcelona, Spain November 28 & 29, 2011 > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Chicago, IL, USA September 26 & 27, 2011 > > * San Francisco, CA, USA October 18 & 19, 2011 > > * Washington DC, USA October 31 & November 1, 2011 > > * Melbourne VIC, Australia November 28 & 29, 2011 > > * Barcelona, Spain November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 > > > ------------------------------ > > Message: 4 > Date: Mon, 19 Sep 2011 09:58:13 -0400 > From: Kevin Falcone > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Custom Field Order issue > Message-ID: <20110919135813.GM1013 at jibsheet.com> > Content-Type: text/plain; charset="us-ascii" > > On Sat, Sep 17, 2011 at 01:13:06PM -0400, Joe Kirby wrote: > > I have 2 cf's on a screen and I cannot get the screens to recognize > > the order I want even though it would appear I have it setup right > > when I am in the queue admin screen under Custom Fields > > > > Any ideas. The newer one is desired to show ahead of the old one as > > I have then linked via the category option > > Joe - I don't remember what version you're running, but that sounds > like a bug we fixed for non-mysql databases around the middle of the > 3.8 series. > > -kevin > -------------- next part -------------- > A non-text attachment was scrubbed... > Name: not available > Type: application/pgp-signature > Size: 195 bytes > Desc: not available > URL: < > http://lists.bestpractical.com/pipermail/rt-users/attachments/20110919/16ebbcf5/attachment.pgp > > > > ------------------------------ > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA ? September 26 & 27, 2011 > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > End of RT-Users Digest, Vol 90, Issue 59 > **************************************** > -- -- Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Sep 19 10:02:40 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 19 Sep 2011 10:02:40 -0400 Subject: [rt-users] RT4.0.1 ExternalAuth and SSO In-Reply-To: <32478912.post@talk.nabble.com> References: <32478912.post@talk.nabble.com> Message-ID: <20110919140240.GO1013@jibsheet.com> On Mon, Sep 19, 2011 at 01:51:45AM -0700, declaya wrote: > Until now, ExternalAuth is working fine, all users can log in with their > credentials, they are recognized in our AD. My problem now is the SSO > config. I have no idea what I have to set in the RT_SiteConfig.pm. > As far as now my config looks like this: I think you've misunderstood what SSO RT-Authen-ExternalAuth supports. > So now my question is: Where can I find out how the table, field and the > match key of the cookie is called? Or is this a misunderstanding from my > side? > Do I have to make a cookie by myself? I think I can use the cookie I get > when visiting the RT interface, don't I? This module supports doing SSO using cookies that you're setting from another application. It is telling RT how to reach into the remote database to confirm the cookie it receives. If you want AD SPNEGO SSO, you want mod_auth_kerb or one of the related web server extensions. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Izz.Abdullah at hibbett.com Mon Sep 19 11:22:37 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Mon, 19 Sep 2011 10:22:37 -0500 Subject: [rt-users] RT not reading RT_SiteConfig Message-ID: Ok, so I made a mess. I was trying to 'clean-up' the look of the RT_SiteConfig file by removing all the heads, cuts, etc. and it quit reading the file and defaulted to the RT_Config file. So I started over, I copied over the RT_Config file to RT_SiteConfig.pm and left all the head comments, etc and made the setting changes. It is STILL not reading the RT_SiteConfig file, it is still defaulting to the RT_Config file. My gosh, all of this in trying to get LDAP to work, which is extremely important at this point. RT4.0.2 on Ubuntu Server 11.04 (Natty). Is there some way to reinitialize without running make install and possibly ruining my server? Please help... :( -------------- next part -------------- An HTML attachment was scrubbed... URL: From Izz.Abdullah at hibbett.com Mon Sep 19 11:28:32 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Mon, 19 Sep 2011 10:28:32 -0500 Subject: [rt-users] RT not reading RT_SiteConfig In-Reply-To: References: Message-ID: It was an owner issue, the group:owner had become all root, not including the apache service. Whew...Any assistance on the LDAP? From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Monday, September 19, 2011 10:23 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT not reading RT_SiteConfig Ok, so I made a mess. I was trying to 'clean-up' the look of the RT_SiteConfig file by removing all the heads, cuts, etc. and it quit reading the file and defaulted to the RT_Config file. So I started over, I copied over the RT_Config file to RT_SiteConfig.pm and left all the head comments, etc and made the setting changes. It is STILL not reading the RT_SiteConfig file, it is still defaulting to the RT_Config file. My gosh, all of this in trying to get LDAP to work, which is extremely important at this point. RT4.0.2 on Ubuntu Server 11.04 (Natty). Is there some way to reinitialize without running make install and possibly ruining my server? Please help... :( -------------- next part -------------- An HTML attachment was scrubbed... URL: From allen+rtlist at crystalfontz.com Mon Sep 19 13:30:54 2011 From: allen+rtlist at crystalfontz.com (Allen) Date: Mon, 19 Sep 2011 10:30:54 -0700 Subject: [rt-users] Updating RT_SiteConfig in RT4.0.2 Message-ID: > Probably filing a bug against request-tracker4 in launchpad would be a > good way to start. Anyone want to join in: https://bugs.launchpad.net/ubuntu/+source/request-tracker4/+bug/854041 Allen From bart at pleh.info Mon Sep 19 13:45:35 2011 From: bart at pleh.info (Bart) Date: Mon, 19 Sep 2011 19:45:35 +0200 Subject: [rt-users] Where can I find the RT password reset extension for RT 3.8? In-Reply-To: <20110919140044.GN1013@jibsheet.com> References: <20110728164048.GA998@jibsheet.com> <20110914142401.GX71957@jibsheet.com> <20110919140044.GN1013@jibsheet.com> Message-ID: 2011/9/19 Kevin Falcone > > On Mon, Sep 19, 2011 at 11:14:54AM +0200, Bart wrote: > > ? ?The plugin seems to work just fine under RT4 (I'm running 4.0.2 in our testing environment). > > ? ?The only problem I noticed was when you have multiple e-mail addressees with a user (comma > > ? ?separated). It then expects the entire string to be entered as an e-mail address (obviously > > ? ?nobody will be able to do this lol). This is something we only have for our testing > > ? ?environment, in the real environment we won't be having multiple e-mail addresses with a user. > > So you know, multiple comma addressed emails being allowed on Users is > a bug. ?It'll only work some of the time in some places in RT and I > fully expect a future version of RT to apply much stricter validation > to that field since it causes frustrating bugs when garbage gets into > it. > > -kevin Fair enough. Are there any plans for adding multiple e-mail addresses to a user account? (having 1 primary address and a few secondary addresses for the purpose of recognising users and registering tickets to the same requestor) -- Bart From allen+rtlist at crystalfontz.com Mon Sep 19 13:46:36 2011 From: allen+rtlist at crystalfontz.com (Allen) Date: Mon, 19 Sep 2011 10:46:36 -0700 Subject: [rt-users] RT3.8 -> RT4 Callback changes - Elements/Tabs/Default Message-ID: Thank you, everyone. Looks like the correct file location for me to make new global top menu items is: /opt/rt4/local/html/Callbacks/Default/Elements/Tabs/Privileged I added one to the "Tickets" menu by substituting 'search' for 'tools' in Mark's example code. Allen From alexmv at bestpractical.com Mon Sep 19 14:37:09 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 19 Sep 2011 14:37:09 -0400 Subject: [rt-users] RT 4.0.2 postgresql fulltext - error doing initial indexing In-Reply-To: References: Message-ID: <1316457429.23116.72.camel@umgah.localdomain> On Mon, 2011-09-19 at 13:24 +1000, fab junkmail wrote: > 2011-09-19 02:08:28 UTC ERROR: string is too long for tsvector > (3831236 bytes, max 1048575 bytes) > 2011-09-19 02:08:28 UTC STATEMENT: UPDATE Attachments SET > ContentIndex = to_tsvector($1) WHERE id = $2 > > > I think it is getting to a ticket that has too many unique words so it > can't index it and it critically fails and stops indexing any further. You are correct that this is because the content of one of the attachments contains too many unique words (after removing stopwords and doing stemming). This is symptomatic of a pathological case -- for example, the entirety of "A Tale of Two Cities" (775K) creates a 121K tsvector and the entire corpus of the King James Bible (4.3M) creates a 160K tsvector. In contrast, the contents of my /usr/share/dict/words (916K) produces a 524K tsvector, because there is so little word repetition. Knowing what text/plain or text/html corpus you have in your database which is blowing so significantly past this limit (generating a 3.8M tsvector is impressive) would be interesting. I suspect the data in question is not actually textual data. If you re-run rt-fulltext-indexer with --debug, the last attachment number it prints will tell you which attachment if the problematic one. > I would appreciate some advice on how I can proceed with getting the > rest of my data indexed. I think any of the following would be > suitable but I don't know how to implement them (I am not a coder or a > dba) and could use some help. Options: > > - modify the rt-fulltext-indexer script to truncate strings that are > "too long for tsvector". or As pointed out above, long corpuses can generate perfectly reasonably sized tsvectors. Truncating your input strings before indexing will yield false negatives in perfectly reasonable text; as such, the change from the wiki will not be taken into core. > - modify the rt-fulltext-indexer script to skip tickets that have that > issue and continue indexing other tickets. or rt-fulltext-indexer currently iterates every attachment content and updates the tsvector one at a time; as such, modifying it to trap the update with an eval {} block and continue for particular error cases should be completely feasible. > - find out which ticket is causing the problem (hopefully only one) > and maybe I can delete it before running the rt-fulltext-indexer > script. or As I noted above, I suspect the row in question is not actually textual data, despite being marked text/plain. As I noted above, running with --debug may shed some light on the contents which are at issue. - Alex From falcone at bestpractical.com Mon Sep 19 15:30:40 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 19 Sep 2011 15:30:40 -0400 Subject: [rt-users] Where can I find the RT password reset extension for RT 3.8? In-Reply-To: References: <20110728164048.GA998@jibsheet.com> <20110914142401.GX71957@jibsheet.com> <20110919140044.GN1013@jibsheet.com> Message-ID: <20110919193040.GP1013@jibsheet.com> On Mon, Sep 19, 2011 at 07:45:35PM +0200, Bart wrote: > 2011/9/19 Kevin Falcone > > > > On Mon, Sep 19, 2011 at 11:14:54AM +0200, Bart wrote: > > > ? ?The plugin seems to work just fine under RT4 (I'm running 4.0.2 in our testing environment). > > > ? ?The only problem I noticed was when you have multiple e-mail addressees with a user (comma > > > ? ?separated). It then expects the entire string to be entered as an e-mail address (obviously > > > ? ?nobody will be able to do this lol). This is something we only have for our testing > > > ? ?environment, in the real environment we won't be having multiple e-mail addresses with a user. > > > > So you know, multiple comma addressed emails being allowed on Users is > > a bug. ?It'll only work some of the time in some places in RT and I > > fully expect a future version of RT to apply much stricter validation > > to that field since it causes frustrating bugs when garbage gets into > > it. > > Fair enough. > > Are there any plans for adding multiple e-mail addresses to a user > account? (having 1 primary address and a few secondary addresses for > the purpose of recognising users and registering tickets to the same > requestor) The current way to have this is RT-Extension-MergeUsers. We'd like the feature too, but it's complex because of the amount of internals that rely on LoadByEmail -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From IRoy at norseman.ca Mon Sep 19 16:30:53 2011 From: IRoy at norseman.ca (Ian Roy) Date: Mon, 19 Sep 2011 14:30:53 -0600 Subject: [rt-users] Problem extension: RT::Extension::SpawnLinkedTicketInQueue Message-ID: <3D1C620F48622C45ACF9E601FC02C52C01A5E91878@NGMAIL.norseman.ca> I've installed (via cpan) RT::Extension::SpawnLinkedTicketInQueue version 0.05 on RT 4.0.2 and I'm unable to see the added link controls. I've added the extension to the RT_SiteConfig file, flushed the mason cache and restarted my webserver (the extension is listed in the configuration.html), but I'm not sure how to proceed from here. Any assistance would be greatly appreciated. Ian R. From fabjunkmail at gmail.com Mon Sep 19 22:05:08 2011 From: fabjunkmail at gmail.com (fab junkmail) Date: Tue, 20 Sep 2011 12:05:08 +1000 Subject: [rt-users] RT 4.0.2 postgresql fulltext - error doing initial indexing In-Reply-To: <1316457429.23116.72.camel@umgah.localdomain> References: <1316457429.23116.72.camel@umgah.localdomain> Message-ID: Hi Alex, Thank you very much for your responses. Notes inline. On Tue, Sep 20, 2011 at 4:37 AM, Alex Vandiver wrote: > On Mon, 2011-09-19 at 13:24 +1000, fab junkmail wrote: >> 2011-09-19 02:08:28 UTC ERROR: string is too long for tsvector >> (3831236 bytes, max 1048575 bytes) >> 2011-09-19 02:08:28 UTC STATEMENT: UPDATE Attachments SET >> ContentIndex = to_tsvector($1) WHERE id = $2 >> >> >> I think it is getting to a ticket that has too many unique words so it >> can't index it and it critically fails and stops indexing any further. > > You are correct that this is because the content of one of the > attachments contains too many unique words (after removing stopwords and > doing stemming). This is symptomatic of a pathological case -- for > example, the entirety of "A Tale of Two Cities" (775K) creates a 121K > tsvector and the entire corpus of the King James Bible (4.3M) creates a > 160K tsvector. In contrast, the contents of my /usr/share/dict/words > (916K) produces a 524K tsvector, because there is so little word > repetition. > > Knowing what text/plain or text/html corpus you have in your database > which is blowing so significantly past this limit (generating a 3.8M > tsvector is impressive) would be interesting. I suspect the data in > question is not actually textual data. If you re-run > rt-fulltext-indexer with --debug, the last attachment number it prints > will tell you which attachment if the problematic one. I used the --debug option and was able to find the ticket that caused the problem. The ticket has a 12MB, 125000 line .txt attachment that is a file system file listing with full paths. Eg: ... .//Accounts/Backup/New Folder .//Accounts/Backup/PRM0124.ZIP .//Accounts/Backup/PRM0206.ZIP .//Accounts/Backup/PRM0207.ZIP .//Accounts/Backup/PRM0214.1.ZIP ... So in many cases it would have counted the whole line as a unique word. That explains how the tsvector for this attachment got to over 3MB. > >> I would appreciate some advice on how I can proceed with getting the >> rest of my data indexed. I think any of the following would be >> suitable but I don't know how to implement them (I am not a coder or a >> dba) and could use some help. Options: >> >> - modify the rt-fulltext-indexer script to truncate strings that are >> "too long for tsvector". or > > As pointed out above, long corpuses can generate perfectly reasonably > sized tsvectors. Truncating your input strings before indexing will > yield false negatives in perfectly reasonable text; as such, the change > from the wiki will not be taken into core. > >> - modify the rt-fulltext-indexer script to skip tickets that have that >> issue and continue indexing other tickets. or > > rt-fulltext-indexer currently iterates every attachment content and > updates the tsvector one at a time; as such, modifying it to trap the > update with an eval {} block and continue for particular error cases > should be completely feasible. > >> - find out which ticket is causing the problem (hopefully only one) >> and maybe I can delete it before running the rt-fulltext-indexer >> script. or > > As I noted above, I suspect the row in question is not actually textual > data, despite being marked text/plain. As I noted above, running with > --debug may shed some light on the contents which are at issue. > - Alex > > I have deleted (using shredder) the problem ticket and I am re-running "/opt/rt4/sbin/rt-fulltext-indexer-mod --all". It has been running for a few minutes now so looks like it has got past the problem and is working. If it has another problem I now know how to work around it. Thanks very much for your help Alex. Regards, Anthony From alec.taylor6 at gmail.com Tue Sep 20 01:24:25 2011 From: alec.taylor6 at gmail.com (Alec Taylor) Date: Tue, 20 Sep 2011 15:24:25 +1000 Subject: [rt-users] How do I install RT 4 on Windows? Message-ID: Good afternoon, I've found some installers on the Internet for RT 3, but none for RT 4. I'd like to setup RT4 on Windows with XAMPP. (I'm currently attempting to set it up through Cygwin) How do I install RT 4 on Windows? Thanks for all suggestions, Alec Taylor From chocoboselphie at gmx.de Tue Sep 20 01:45:12 2011 From: chocoboselphie at gmx.de (declaya) Date: Mon, 19 Sep 2011 22:45:12 -0700 (PDT) Subject: [rt-users] RT4.0.1 ExternalAuth and SSO In-Reply-To: <20110919140240.GO1013@jibsheet.com> References: <32478912.post@talk.nabble.com> <20110919140240.GO1013@jibsheet.com> Message-ID: <32500288.post@talk.nabble.com> Thank you for the quick response! Ah, this explains a lot. No wonder why SSO was not working. I'm going to use mod_auth_kerb for apache, since this does exactly what I want to achieve. Again, thank you for giving me hints and have a nice day! -- View this message in context: http://old.nabble.com/RT4.0.1-ExternalAuth-and-SSO-tp32478912p32500288.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jfearn at redhat.com Tue Sep 20 02:03:13 2011 From: jfearn at redhat.com (Jeff Fearn) Date: Tue, 20 Sep 2011 16:03:13 +1000 Subject: [rt-users] DBIx::SearchBuilder oddity locking database Message-ID: <4E782CA1.5020409@redhat.com> Hi, using RT 4.0.2 and DBIx::SearchBuilder 1.61 (also tested 1.59) I can reliably create a search using the RT4 GUI that locks up the database. It appears that the search used to generate the 'Found X tickets' text generates a large set of joins which murders MySQL :( The query is a simple search with a created-date and 9 Requestor.EmailAddress' to check. See attached rt-attr.txt. Note that the dataset the query returns is only 72 tickets. The count query generated for this has 10 full joins and 9 left joins. See attached doom.sql, which I have manually formatted for easier reading. It was generated by SearchBuilder 1.61; explain shows it hitting 43K rows. SearchBuilder 1.59 is even more inefficient and is hitting 53K rows. It has more joins and less left joins, but about the same number in total. Attached is what I believe is an equivalent count statement (clean.sql) which hits 9 rows. The original query was created in RT3 and according to the user didn't have any problem running. Certainly any effect was limited enough that none of the sys-admins noticed it running. In RT4 however, with much newer SearchBuilder, it gets a lot of table locks in thee DB and prevents anyone from doing anything, which leads to 500 errors. Any help is much appreciated. Cheers, Jeff. -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: clean.sql URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: doom.sql URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: rt-attr.txt URL: From bart at pleh.info Tue Sep 20 03:56:21 2011 From: bart at pleh.info (Bart) Date: Tue, 20 Sep 2011 09:56:21 +0200 Subject: [rt-users] Where can I find the RT password reset extension for RT 3.8? In-Reply-To: <20110919193040.GP1013@jibsheet.com> References: <20110728164048.GA998@jibsheet.com> <20110914142401.GX71957@jibsheet.com> <20110919140044.GN1013@jibsheet.com> <20110919193040.GP1013@jibsheet.com> Message-ID: > The current way to have this is RT-Extension-MergeUsers. > We'd like the feature too, but it's complex because of the amount of > internals that rely on LoadByEmail > > -kevin I'll look into the RT-Extension-MergeUsers plugin. Thanks for the info. --Bart From pookey at pookey.co.uk Tue Sep 20 06:55:31 2011 From: pookey at pookey.co.uk (Ian P. Christian) Date: Tue, 20 Sep 2011 11:55:31 +0100 Subject: [rt-users] preventing the on create auto responder after changing queues in a scrip Message-ID: Hi all, I've setup a scrip that moves tickets with an 'X-Spam: true' header into a spam queue, however, the 'On Create Autoreply To Requestors' still mails out about this ticket, even though the Spam queue has a blank template. It seems that the mail that's sent out to the requestor is actually for the original queue destination, and not the one that it has been moved into. I had ordered my scrips such that my custom one runs before, and this can be seen in the logs: [Tue Sep 20 08:35:17 2011] [info]: running spam filter ((eval 1840):5) [Tue Sep 20 08:35:18 2011] [info]: queue changed to Spam due to spam header being present.108658 ((eval 1878):3) [Tue Sep 20 08:35:18 2011] [info]: #29060/108657 - Scrip 3 On Create Autoreply To Requestors (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300) [Tue Sep 20 08:35:18 2011] [info]: sent To: ian.christian at ... (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:331) The scrip I have setup has a On Create condition, User Defined action, no template, and is in the stage TransationCreate. Can anyone suggest how I can prevent the auto responder going out? Many thanks, -- Blog: http://pookey.co.uk/blog Follow me on twitter: http://twitter.com/ipchristian From raphael.mouneyres at sagemcom.com Tue Sep 20 07:06:05 2011 From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=) Date: Tue, 20 Sep 2011 13:06:05 +0200 Subject: [rt-users] RT4.0.1 ExternalAuth and SSO In-Reply-To: <32500288.post@talk.nabble.com> Message-ID: <21276_1316516771_4E7873A2_21276_613_1_OF7C352940.7B78D61F-ONC1257911.003C8544-C1257911.003CFB85@sagemcom.com> Hello, here we'vebeen able to to SSO auth via apache using mod_ntlm (mod_ntlm-0.2-10mdv2010.1.x86_64 ) Info was from http://requesttracker.wikia.com/wiki/NtlmAuthentication http://modntlm.sourceforge.net/ here is a sample of our apache config ServerName xx.xx.xx.xx ServerAdmin xxx at xxx.com AddDefaultCharset UTF-8 DocumentRoot /opt/rt3/share/html Order allow,deny Allow from all # Options d???authentifications NTLM AuthName "Request Tracker" AuthType NTLM NTLMAuth on NTLMAuthoritative on NTLMDomain xxx.local NTLMServer xxx.xxx.local NTLMBackup xxx.xxx.local require valid-user PerlModule Apache2::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason #Dossiers exclus de l???authentification Satisfy any Allow from all Satisfy any Allow from all Rapha??l MOUNEYRES Ing??nieur Moyens Tests Avenue Paul Gellos 64990 Mouguerre Phone: +33 (0)5 59 58 41 51 declaya Envoy?? par : rt-users-bounces at lists.bestpractical.com 20/09/2011 07:45 A rt-users at lists.bestpractical.com cc Objet Re: [rt-users] RT4.0.1 ExternalAuth and SSO Thank you for the quick response! Ah, this explains a lot. No wonder why SSO was not working. I'm going to use mod_auth_kerb for apache, since this does exactly what I want to achieve. Again, thank you for giving me hints and have a nice day! -- View this message in context: http://old.nabble.com/RT4.0.1-ExternalAuth-and-SSO-tp32478912p32500288.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011 # " 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 Tue Sep 20 07:56:41 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 20 Sep 2011 15:56:41 +0400 Subject: [rt-users] How do I install RT 4 on Windows? In-Reply-To: References: Message-ID: Hi, RT doesn't work on windows out of the box. On Tue, Sep 20, 2011 at 9:24 AM, Alec Taylor wrote: > Good afternoon, > > I've found some installers on the Internet for RT 3, but none for RT 4. > > I'd like to setup RT4 on Windows with XAMPP. > > (I'm currently attempting to set it up through Cygwin) > > How do I install RT 4 on Windows? > > Thanks for all suggestions, > > Alec Taylor > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ?September 26 & 27, 2011 > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From mbelegni at yahoo.it Tue Sep 20 08:30:15 2011 From: mbelegni at yahoo.it (Massimo Belegni) Date: Tue, 20 Sep 2011 13:30:15 +0100 (BST) Subject: [rt-users] How to change Subjet on forward a ticket In-Reply-To: <1316158282.54140.YahooMailNeo@web132311.mail.ird.yahoo.com> References: <1316158282.54140.YahooMailNeo@web132311.mail.ird.yahoo.com> Message-ID: <1316521815.32764.YahooMailNeo@web132310.mail.ird.yahoo.com> Hi Kevin I tried to change both templates I cannot find command to change subject Do you know which is the command to change subject? Tks -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Sep 20 09:05:15 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 20 Sep 2011 09:05:15 -0400 Subject: [rt-users] How to change Subjet on forward a ticket In-Reply-To: <1316521815.32764.YahooMailNeo@web132310.mail.ird.yahoo.com> References: <1316158282.54140.YahooMailNeo@web132311.mail.ird.yahoo.com> <1316521815.32764.YahooMailNeo@web132310.mail.ird.yahoo.com> Message-ID: <20110920130515.GQ1013@jibsheet.com> On Tue, Sep 20, 2011 at 01:30:15PM +0100, Massimo Belegni wrote: > Hi Kevin > I tried to change both templates > I cannot find command to change subject > Do you know which is the command to change subject? /opt/rt4/docs/customizing/templates.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 trs at bestpractical.com Tue Sep 20 09:16:44 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 20 Sep 2011 09:16:44 -0400 Subject: [rt-users] How to change Subjet on forward a ticket In-Reply-To: <1316521815.32764.YahooMailNeo@web132310.mail.ird.yahoo.com> References: <1316158282.54140.YahooMailNeo@web132311.mail.ird.yahoo.com> <1316521815.32764.YahooMailNeo@web132310.mail.ird.yahoo.com> Message-ID: <4E78923C.5070304@bestpractical.com> On 09/20/2011 08:30 AM, Massimo Belegni wrote: > I tried to change both templates > I cannot find command to change subject > Do you know which is the command to change subject? > Tks Unfortunately, any Subject: in the forward templates is ignored and the outgoing Subject: is explicitly set to something like: Fwd: [rtname #1234] Ticket or transaction title There is no way to change this without modifying or overriding core parts of the forwarding code (which is possible, just tricky to do cleanly and get right). Thomas From trs at bestpractical.com Tue Sep 20 09:21:55 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 20 Sep 2011 09:21:55 -0400 Subject: [rt-users] DBIx::SearchBuilder oddity locking database In-Reply-To: <4E782CA1.5020409@redhat.com> References: <4E782CA1.5020409@redhat.com> Message-ID: <4E789373.1030503@bestpractical.com> On 09/20/2011 02:03 AM, Jeff Fearn wrote: > Hi, using RT 4.0.2 and DBIx::SearchBuilder 1.61 (also tested 1.59) I can > reliably create a search using the RT4 GUI that locks up the database. > > It appears that the search used to generate the 'Found X tickets' text > generates a large set of joins which murders MySQL :( > > The query is a simple search with a created-date and 9 > Requestor.EmailAddress' to check. See attached rt-attr.txt. Note that > the dataset the query returns is only 72 tickets. I bounced this into RT so we don't lose track of it: http://issues.bestpractical.com/Ticket/Display.html?id=18414 Thomas From rschwager at owneriq.com Tue Sep 20 10:21:41 2011 From: rschwager at owneriq.com (Randall Schwager) Date: Tue, 20 Sep 2011 10:21:41 -0400 Subject: [rt-users] Command by mail: Way to disable command? Message-ID: Dear RT-Users, I'm using RT4.0.1 with RT-Extension-CommandByMail-0.10. On the whole, the email interface works like a charm. There's one use case, however, that causes an error. Here's the scenario: an automated email (from an outside system) gets sent to an RT queue, creating a ticket in that queue. The outside automated email system pre-formats the email with "Priority: normal" in the body of the email. Since RT-Extension-CommandByMail-0.10 expects "Priority:" to be a number, it throws an error. The error comes in the form of an email message sent to the requestor with a subject of "Extended Mailgate Error", and a body consisting of the original message sent to the RT queue. "But," you say, "Use the optional configuration option '$CommandByMailGroup'!" The CommandByMailGroup option would solve the issue, but the automated email system sends the email as a user in the command by mail group (The email's "From: " line has an email from a user in the command by mail group in it). Altering the email sent by the automated system is outside of our control. Removing this user from the group would remove the functionality of the extension altogether, thus making the Commandbymailgroup configuration directive ineffective in this case. Since the "Priority" command isn't used by our organization, is there a way to disable that command? Or, if that's not the right question to ask, is there a better way to solve this problem? Plaintively, RSchwager -------------- next part -------------- An HTML attachment was scrubbed... URL: From smcclure at rice.edu Tue Sep 20 14:21:43 2011 From: smcclure at rice.edu (Susan McClure) Date: Tue, 20 Sep 2011 13:21:43 -0500 Subject: [rt-users] Mobile UI differences versus full web interface Message-ID: <4E78D9B7.8050704@rice.edu> Hi, We are using the Mobile Interface more and more frequently and some users have complained about differences in the Mobile UI versus the full interface. Can anyone tell me if any of these differences can be fixed or modified to make them behave like the full interface? (RT 3.8.5 with Apache SSL) 1) The Mobile Quicksearch box will not find any resolved tickets. Our full web interface will return resolved tickets in the Quick Search box (we don't have any modifications to share/html/Elements/Quicksearch ==> local/html/Elements/Quicksearch; as per the QuickSearch Wiki item). The mobile interface returns 0 results when you enter a resolved ticket number in the QuickSearch box. 2) Mobile interface doesn't allow you to edit any attributes. The Mobile interface gives you a "basic" view of any ticket, but unlike the full web interface, you can't change any of the attributes (like Subject, status, Queue, Priority etc) 3) Mobile interface doesn't know you Signature, as defined in your RT preferences. The signature you defined in your RT preferences, is not used for comments or correspondence through the mobile interface. Can it be used? I find these differences with devices: - Palm Pixi+ and latest WebOS - Apple iPhone and Safari Thanks, Susan McClure From todd at chaka.net Tue Sep 20 15:25:20 2011 From: todd at chaka.net (Todd Chapman) Date: Tue, 20 Sep 2011 15:25:20 -0400 Subject: [rt-users] Do approval notification emails work in RT 4.0.1? Message-ID: I set up a CreateTickets scrip per the normal methods. The approval ticket gets created and linked properly to the original ticket, but new NewPending approval rule runs before the CreateTicket::PostProcess calls AddLinks, thus NewPending::Prepare returns false. Is this working for anyone else? Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From lab at pacbell.net Tue Sep 20 15:36:01 2011 From: lab at pacbell.net (20/20 Lab) Date: Tue, 20 Sep 2011 12:36:01 -0700 Subject: [rt-users] How do I install RT 4 on Windows? In-Reply-To: References: Message-ID: <4E78EB21.1020403@pacbell.net> On 09/19/2011 10:24 PM, Alec Taylor wrote: > Good afternoon, > > I've found some installers on the Internet for RT 3, but none for RT 4. > > I'd like to setup RT4 on Windows with XAMPP. > > (I'm currently attempting to set it up through Cygwin) > > How do I install RT 4 on Windows? > > Thanks for all suggestions, > > Alec Taylor > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26& 27, 2011 > * San Francisco, CA, USA October 18& 19, 2011 > * Washington DC, USA October 31& November 1, 2011 > * Melbourne VIC, Australia November 28& 29, 2011 > * Barcelona, Spain November 28& 29, 2011 > I would imagine that the only way to do something like this would to use a VM. If it would work at all. VMWare would be the only way I can think of off the top of my head to even try. -Matt From falcone at bestpractical.com Tue Sep 20 16:05:48 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 20 Sep 2011 16:05:48 -0400 Subject: [rt-users] Do approval notification emails work in RT 4.0.1? In-Reply-To: References: Message-ID: <20110920200548.GR1013@jibsheet.com> On Tue, Sep 20, 2011 at 03:25:20PM -0400, Todd Chapman wrote: > I set up a CreateTickets scrip per the normal methods. The approval ticket > gets created and linked properly to the original ticket, but > new NewPending approval rule runs before the CreateTicket::PostProcess calls > AddLinks, thus NewPending::Prepare returns false. > > Is this working for anyone else? Are you failing t/approval/basic.t ? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From todd at chaka.net Tue Sep 20 16:21:02 2011 From: todd at chaka.net (Todd Chapman) Date: Tue, 20 Sep 2011 16:21:02 -0400 Subject: [rt-users] Do approval notification emails work in RT 4.0.1? In-Reply-To: <20110920200548.GR1013@jibsheet.com> References: <20110920200548.GR1013@jibsheet.com> Message-ID: No. :( For future reference how do you run just one unit test? On Tue, Sep 20, 2011 at 4:05 PM, Kevin Falcone wrote: > On Tue, Sep 20, 2011 at 03:25:20PM -0400, Todd Chapman wrote: > > I set up a CreateTickets scrip per the normal methods. The approval > ticket > > gets created and linked properly to the original ticket, but > > new NewPending approval rule runs before the CreateTicket::PostProcess > calls > > AddLinks, thus NewPending::Prepare returns false. > > > > Is this working for anyone else? > > Are you failing t/approval/basic.t ? > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA ? September 26 & 27, 2011 > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Tue Sep 20 16:23:36 2011 From: todd at chaka.net (Todd Chapman) Date: Tue, 20 Sep 2011 16:23:36 -0400 Subject: [rt-users] Do approval notification emails work in RT 4.0.1? In-Reply-To: <20110920200548.GR1013@jibsheet.com> References: <20110920200548.GR1013@jibsheet.com> Message-ID: Kevin, Do you have any idea what might be wrong? How can NewPending::Prepare even be successful if links are added silently after tickets are created in CreateTickets ? On Tue, Sep 20, 2011 at 4:05 PM, Kevin Falcone wrote: > On Tue, Sep 20, 2011 at 03:25:20PM -0400, Todd Chapman wrote: > > I set up a CreateTickets scrip per the normal methods. The approval > ticket > > gets created and linked properly to the original ticket, but > > new NewPending approval rule runs before the CreateTicket::PostProcess > calls > > AddLinks, thus NewPending::Prepare returns false. > > > > Is this working for anyone else? > > Are you failing t/approval/basic.t ? > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA ? September 26 & 27, 2011 > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Izz.Abdullah at hibbett.com Tue Sep 20 16:31:22 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Tue, 20 Sep 2011 15:31:22 -0500 Subject: [rt-users] Implementing Workflow in RT 4.0.2 Message-ID: I've bounced around google a bit to see what I can find about implementing Workflow within our upgraded RT system. My original understanding was that a customizable workflow was integrated within RT, but upon searching, it looks as if this 'customizable workflow' is all about scrips. Can someone help to point me in the correct direction. So that it is understood, I too am looking for a way that a requestor creates a ticket in which multiple people will be involved, usually serially. Person1 creates a request, Person2 is notified of the request and does task 1 / approves and closes his/her portion, which in turn fires off a notice to Person3 who in turn does task 2 / approves and closes his/her portion...and so, until the end when it is automagically closed and the original requestor is notified. I also like the idea of being able to see where the flow is at any point in time (ex. Awaiting Person3 to do Task3 and approve). Found these: http://www.gossamer-threads.com/lists/rt/users/92492 http://requesttracker.wikia.com/wiki/WorkFlow http://requesttracker.wikia.com/wiki/WorkFlow2 http://blather.michaelwlucas.com/archives/118 Suggestions to the right direction would be greatly appreciated. -------------- next part -------------- An HTML attachment was scrubbed... URL: From lab at pacbell.net Tue Sep 20 16:41:15 2011 From: lab at pacbell.net (20/20 Lab) Date: Tue, 20 Sep 2011 13:41:15 -0700 Subject: [rt-users] How do I install RT 4 on Windows? In-Reply-To: <4E78EB21.1020403@pacbell.net> References: <4E78EB21.1020403@pacbell.net> Message-ID: <4E78FA6B.3070402@pacbell.net> On 09/20/2011 12:36 PM, 20/20 Lab wrote: > On 09/19/2011 10:24 PM, Alec Taylor wrote: >> Good afternoon, >> >> I've found some installers on the Internet for RT 3, but none for RT 4. >> >> I'd like to setup RT4 on Windows with XAMPP. >> >> (I'm currently attempting to set it up through Cygwin) >> >> How do I install RT 4 on Windows? >> >> Thanks for all suggestions, >> >> Alec Taylor >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Chicago, IL, USA September 26& 27, 2011 >> * San Francisco, CA, USA October 18& 19, 2011 >> * Washington DC, USA October 31& November 1, 2011 >> * Melbourne VIC, Australia November 28& 29, 2011 >> * Barcelona, Spain November 28& 29, 2011 >> > I would imagine that the only way to do something like this would to > use a VM. If it would work at all. VMWare would be the only way I > can think of off the top of my head to even try. > -Matt > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 > http://www.virtualbox.org/ looks to be promising. Again, long shot at best. Tho this is free and currently active. Let me know if you try it and how it turns out. -Matt From Izz.Abdullah at hibbett.com Tue Sep 20 16:43:03 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Tue, 20 Sep 2011 15:43:03 -0500 Subject: [rt-users] How do I install RT 4 on Windows? In-Reply-To: <4E78FA6B.3070402@pacbell.net> References: <4E78EB21.1020403@pacbell.net> <4E78FA6B.3070402@pacbell.net> Message-ID: I used virtualbox to setup both Bugzilla and Request Tracker 3.8 on a windows host with two separate Ubuntu guests (previously with a different company). It was very simple, and the NAT settings work great for directing traffic from the host to the guest OS. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of 20/20 Lab Sent: Tuesday, September 20, 2011 3:41 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] How do I install RT 4 on Windows? On 09/20/2011 12:36 PM, 20/20 Lab wrote: > On 09/19/2011 10:24 PM, Alec Taylor wrote: >> Good afternoon, >> >> I've found some installers on the Internet for RT 3, but none for RT 4. >> >> I'd like to setup RT4 on Windows with XAMPP. >> >> (I'm currently attempting to set it up through Cygwin) >> >> How do I install RT 4 on Windows? >> >> Thanks for all suggestions, >> >> Alec Taylor >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Chicago, IL, USA September 26& 27, 2011 >> * San Francisco, CA, USA October 18& 19, 2011 >> * Washington DC, USA October 31& November 1, 2011 >> * Melbourne VIC, Australia November 28& 29, 2011 >> * Barcelona, Spain November 28& 29, 2011 >> > I would imagine that the only way to do something like this would to > use a VM. If it would work at all. VMWare would be the only way I > can think of off the top of my head to even try. > -Matt > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 > http://www.virtualbox.org/ looks to be promising. Again, long shot at best. Tho this is free and currently active. Let me know if you try it and how it turns out. -Matt -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011 From daniella.orton at gmail.com Tue Sep 20 17:48:49 2011 From: daniella.orton at gmail.com (Daniella Orton) Date: Tue, 20 Sep 2011 17:48:49 -0400 Subject: [rt-users] Request Tracker Email Issues - Please Help Message-ID: To whom it may concern, I are currently using Request Tracker 3.8.8 set up on a Linux server. Upon commenting(replying), and creating tickets in Request Tracker, it fails to send out any emails and I was wondering if you?d be able to provide some assistance with this issue. Looking at the log, I receive the following error: [Tue Sep 20 17:52:33 2011] [info]: #21/429 - Scrip 6 On Correspond Notify Owner, Requestors, Ccs and AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300) [Tue Sep 20 17:52:33 2011] [error]: Scrip Commit 6 died. - Can't locate object method "set" via package "MIME::Head" at /opt/rt3/bin/../lib/RT/Interface/Email.pm line 392, line 15. I?ve never seen this before, but if you have any insight please let me know, and I can provide you more information if need be. Thank you in advance for your assistance. Daniella Orton 973-610-2679 -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Tue Sep 20 21:05:02 2011 From: todd at chaka.net (Todd Chapman) Date: Tue, 20 Sep 2011 21:05:02 -0400 Subject: [rt-users] Do approval notification emails work in RT 4.0.1? In-Reply-To: References: <20110920200548.GR1013@jibsheet.com> Message-ID: I found the problem. Someone had created a scrip that auto-opened all new tickets. RT/Approval/Rule/NewPending has two conditions: $self->OnStatusChange('open') and eval { $T::Approving = ($self->TicketObj->AllDependedOnBy( Type => 'ticket' ))[0] } Since both were never true at the same time no notification was sent. On Tue, Sep 20, 2011 at 4:23 PM, Todd Chapman wrote: > Kevin, > > Do you have any idea what might be wrong? > > How can NewPending::Prepare even be successful if links are added silently > after tickets are created in CreateTickets ? > > On Tue, Sep 20, 2011 at 4:05 PM, Kevin Falcone wrote: > >> On Tue, Sep 20, 2011 at 03:25:20PM -0400, Todd Chapman wrote: >> > I set up a CreateTickets scrip per the normal methods. The approval >> ticket >> > gets created and linked properly to the original ticket, but >> > new NewPending approval rule runs before the CreateTicket::PostProcess >> calls >> > AddLinks, thus NewPending::Prepare returns false. >> > >> > Is this working for anyone else? >> >> Are you failing t/approval/basic.t ? >> >> -kevin >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Chicago, IL, USA ? September 26 & 27, 2011 >> * San Francisco, CA, USA ? October 18 & 19, 2011 >> * Washington DC, USA ? October 31 & November 1, 2011 >> * Melbourne VIC, Australia ? November 28 & 29, 2011 >> * Barcelona, Spain ? November 28 & 29, 2011 >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alec.taylor6 at gmail.com Tue Sep 20 23:05:11 2011 From: alec.taylor6 at gmail.com (Alec Taylor) Date: Wed, 21 Sep 2011 13:05:11 +1000 Subject: [rt-users] How do I install RT 4 on Windows? In-Reply-To: References: <4E78EB21.1020403@pacbell.net> <4E78FA6B.3070402@pacbell.net> Message-ID: Unfortunately the CPU on the server I'm working on isn't powerful enough to run a VM. :\ Could you please help me get this installed locally on Windows? Thanks, Alec Taylor On Wed, Sep 21, 2011 at 6:43 AM, Izz Abdullah wrote: > I used virtualbox to setup both Bugzilla and Request Tracker 3.8 on a windows host with two separate Ubuntu guests (previously with a different company). ?It was very simple, and the NAT settings work great for directing traffic from the host to the guest OS. > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of 20/20 Lab > Sent: Tuesday, September 20, 2011 3:41 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] How do I install RT 4 on Windows? > > On 09/20/2011 12:36 PM, 20/20 Lab wrote: >> On 09/19/2011 10:24 PM, Alec Taylor wrote: >>> Good afternoon, >>> >>> I've found some installers on the Internet for RT 3, but none for RT 4. >>> >>> I'd like to setup RT4 on Windows with XAMPP. >>> >>> (I'm currently attempting to set it up through Cygwin) >>> >>> How do I install RT 4 on Windows? >>> >>> Thanks for all suggestions, >>> >>> Alec Taylor >>> -------- >>> RT Training Sessions (http://bestpractical.com/services/training.html) >>> * ?Chicago, IL, USA ?September 26& ?27, 2011 >>> * ?San Francisco, CA, USA ?October 18& ?19, 2011 >>> * ?Washington DC, USA ?October 31& ?November 1, 2011 >>> * ?Melbourne VIC, Australia ?November 28& ?29, 2011 >>> * ?Barcelona, Spain ?November 28& ?29, 2011 >>> >> I would imagine that the only way to do something like this would to >> use a VM. ? If it would work at all. ?VMWare would be the only way I >> can think of off the top of my head to even try. >> ?-Matt >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * ?Chicago, IL, USA ?September 26 & 27, 2011 >> * ?San Francisco, CA, USA ?October 18 & 19, 2011 >> * ?Washington DC, USA ?October 31 & November 1, 2011 >> * ?Melbourne VIC, Australia ?November 28 & 29, 2011 >> * ?Barcelona, Spain ?November 28 & 29, 2011 >> > http://www.virtualbox.org/ looks to be promising. ? Again, long shot at > best. ?Tho this is free and currently active. ? Let me know if you try > it and how it turns out. > > -Matt > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ?September 26 & 27, 2011 > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ?September 26 & 27, 2011 > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 > From chocoboselphie at gmx.de Wed Sep 21 02:26:04 2011 From: chocoboselphie at gmx.de (declaya) Date: Tue, 20 Sep 2011 23:26:04 -0700 (PDT) Subject: [rt-users] RT4.0.1 ExternalAuth and SSO In-Reply-To: <21276_1316516771_4E7873A2_21276_613_1_OF7C352940.7B78D61F-ONC1257911.003C8544-C1257911.003CFB85@sagemcom.com> References: <32478912.post@talk.nabble.com> <20110919140240.GO1013@jibsheet.com> <32500288.post@talk.nabble.com> <21276_1316516771_4E7873A2_21276_613_1_OF7C352940.7B78D61F-ONC1257911.003C8544-C1257911.003CFB85@sagemcom.com> Message-ID: <32503716.post@talk.nabble.com> Hi Rapha?l, this also sounds like an interesting method. I'm going to check it out today. I guess that mod_ntlm is alot easier than fumbling around with kerberos. Thanks for this interesting idea! Rapha?l MOUNEYRES wrote: > > Hello, > here we'vebeen able to to SSO auth via apache using mod_ntlm > (mod_ntlm-0.2-10mdv2010.1.x86_64 ) > > Info was from > http://requesttracker.wikia.com/wiki/NtlmAuthentication > http://modntlm.sourceforge.net/ > > here is a sample of our apache config > > ServerName xx.xx.xx.xx > ServerAdmin xxx at xxx.com > > AddDefaultCharset UTF-8 > DocumentRoot /opt/rt3/share/html > > > Order allow,deny > Allow from all > > # Options d?authentifications NTLM > AuthName "Request Tracker" > AuthType NTLM > NTLMAuth on > NTLMAuthoritative on > NTLMDomain xxx.local > NTLMServer xxx.xxx.local > NTLMBackup xxx.xxx.local > require valid-user > > > PerlModule Apache2::compat > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > #Dossiers exclus de l?authentification > > Satisfy any > Allow from all > > > Satisfy any > Allow from all > > > > > Rapha?l MOUNEYRES > Ing?nieur Moyens Tests > Avenue Paul Gellos 64990 Mouguerre > Phone: +33 (0)5 59 58 41 51 > > > > declaya > Envoy? par : rt-users-bounces at lists.bestpractical.com > 20/09/2011 07:45 > > A > rt-users at lists.bestpractical.com > cc > > Objet > Re: [rt-users] RT4.0.1 ExternalAuth and SSO > -- View this message in context: http://old.nabble.com/RT4.0.1-ExternalAuth-and-SSO-tp32478912p32503716.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Wed Sep 21 04:27:09 2011 From: fireskyer at gmx.de (john s.) Date: Wed, 21 Sep 2011 01:27:09 -0700 (PDT) Subject: [rt-users] Problem with cf field scrip Message-ID: <32503721.post@talk.nabble.com> Hello everybody Were searching for a Solution to add a String from a cf field to the Subject one if we create a ticket or make some transaction with it ... so we've written some scrip code but sth does'nt work ..... here is the scrip: Preperation: unless ( $self->TransactionObj->Type eq "CustomField" && $self->TransactionObj->Field == 7 ) || $self->TransactionObj->Type eq "Create") { return 0; } Action: my ($old_subj, $cust); $old_subj = $self->TicketObj->Subject; $cust = $self->TicketObj->NewCustomFieldValue('test'); $self->TicketObj->SetSubject($cust.' ## '.$old_subj); return 1; If we only create the Ticket everything is fine and he assigns the string to the subject correctly , but if we tried to modify the CustomFiled from the Ticket which we created he changes the String to the new Value in the Subject Field and goes back to the old value in one step. So i think during a transaction he hold's the old value for the custom field in mind, and don't pay any attention if we change the value ... But i don't know exactly in which way this happened so it's only a presumption best regards john s. -- View this message in context: http://old.nabble.com/Problem-with-cf-field-scrip-tp32503721p32503721.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Wed Sep 21 04:45:15 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 21 Sep 2011 12:45:15 +0400 Subject: [rt-users] Request Tracker Email Issues - Please Help In-Reply-To: References: Message-ID: Run the following command: perl -MMIME::Head\ 9999 Send output. On Wed, Sep 21, 2011 at 1:48 AM, Daniella Orton wrote: > To whom it may concern, > > > > I are currently using Request Tracker 3.8.8 set up on a Linux server.??Upon > commenting(replying), and creating tickets in Request Tracker, it?fails to > send out any emails and I was wondering if you?d be able to provide some > assistance with this issue. > > > > Looking at the log, I receive the following error: > > > > [Tue Sep 20 17:52:33 2011] [info]: > #21/429 - Scrip 6 On > Correspond Notify Owner, Requestors, Ccs and AdminCcs > (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300) > > [Tue Sep 20 17:52:33 2011] [error]: Scrip Commit 6 died. - Can't locate > object method "set" via package "MIME::Head" at > /opt/rt3/bin/../lib/RT/Interface/Email.pm line 392, line 15. > > > > I?ve never seen this before, but if you have any insight please let me know, > and I can provide you more information if need be. > > > > Thank you in advance for your assistance. > > Daniella Orton > > 973-610-2679 > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ? September 26 & 27, 2011 > * ?San Francisco, CA, USA ? October 18 & 19, 2011 > * ?Washington DC, USA ? October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ? November 28 & 29, 2011 > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From Michael.Polenske at skm-skyline.de Wed Sep 21 04:46:33 2011 From: Michael.Polenske at skm-skyline.de (Michael Polenske) Date: Wed, 21 Sep 2011 10:46:33 +0200 Subject: [rt-users] Add requestor group as cc Message-ID: Dear all, we use the scrip "AddSquelchedCC" to add groups members of the creating user as cc. Works like harm, except for the fact, that if admin of the system creates a ticket for the user (if user in on the phone and has no internet access) - in that case the groups of the admin will be added to cc. I guess the problem is that in the scrip "creator" is used to find out the membership of the groups and not "requestor": my $groups = RT::Groups->new($RT::SystemUser); $groups->LimitToUserDefinedGroups(); while (my $group = $groups->Next()) { next unless $group->Name =~ /^TEAM_/; if($group->HasMemberRecursively($ticket->Creator)){ $ticket->AddWatcher(Type=>"Cc",PrincipalId=>$group->Id); So best solution for me would be to exchange "HasMemberRecursively($ticket->Creator" With "HasMemberRecursively($ticket->Requestor" But this does not work. Any hint ? Best regards, Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From Michael.Polenske at skm-skyline.de Wed Sep 21 08:55:28 2011 From: Michael.Polenske at skm-skyline.de (Michael Polenske) Date: Wed, 21 Sep 2011 14:55:28 +0200 Subject: [rt-users] Search for tickets of my group Message-ID: Hi all, a second question - I want to create to search to find all tickets of my group - something like "cc.id == _groupofcurrentuser__" Any idea ? And - side effect - if I create a search with "cc.id =" and search for the id of the group I cannot get any result - okay or not okay ? Best regards, Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Sep 21 10:35:31 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 21 Sep 2011 10:35:31 -0400 Subject: [rt-users] Add requestor group as cc In-Reply-To: References: Message-ID: <20110921143531.GS1013@jibsheet.com> On Wed, Sep 21, 2011 at 10:46:33AM +0200, Michael Polenske wrote: > system creates a ticket for the user (if user in on the phone and has no > internet access) - in that case the groups of the admin will be added to > cc. I guess the problem is that in the scrip "creator" is used to find > out the membership of the groups and not "requestor": > > > > my $groups = RT::Groups->new($RT::SystemUser); > > $groups->LimitToUserDefinedGroups(); > > > > while (my $group = $groups->Next()) { > > next unless $group->Name =~ /^TEAM_/; > > if($group->HasMemberRecursively($ticket->Creator)){ > > $ticket->AddWatcher(Type=>"Cc",PrincipalId=>$group->Id); > > > > > > So best solution for me would be to exchange > > "HasMemberRecursively($ticket->Creator" > > With > > "HasMemberRecursively($ticket->Requestor" > > But this does not work. Any hint ? There is no Requestor method on a Ticket There can also be multiple Requestors but only one Creator. I suggest you start by looking at the docs in Group for HasMemberRecursively, which will tell you that it expects a Principal. Then you'll need to change the code to either get the first requestor's Principal object or loop and handle multiple Requestors passing each one's Principal object down into HasMemberRecursively -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jra at baylink.com Wed Sep 21 10:56:16 2011 From: jra at baylink.com (Jay Ashworth) Date: Wed, 21 Sep 2011 10:56:16 -0400 (EDT) Subject: [rt-users] OT: Tagging queries and the query cache In-Reply-To: <20110916183602.GK1013@jibsheet.com> Message-ID: <6153494.2605.1316616976093.JavaMail.root@benjamin.baylink.com> ----- Original Message ----- > From: "Kevin Falcone" > This destroys mysql's query cache, which is a very nice performance > win. On some reflection, I have a question: which part of my suggestion destroys the utility of the cache? That there's another clause in the query? Or that it involves "Today's Date"? Cause the former would only seem to apply between uses of the same exact query in different places in the code... and the latter could be solved by simply making the tagged-on clause be 'Tag-string' = 'Tag-string', I *think*. But I am only an egg in these things... Cheers, -- jra -- 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 falcone at bestpractical.com Wed Sep 21 10:59:08 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 21 Sep 2011 10:59:08 -0400 Subject: [rt-users] Search for tickets of my group In-Reply-To: References: Message-ID: <20110921145908.GT1013@jibsheet.com> On Wed, Sep 21, 2011 at 02:55:28PM +0200, Michael Polenske wrote: > a second question - I want to create to search to find all tickets of my group - something > like "cc.id == _groupofcurrentuser__" You can be in multiple groups, which one should it choose? > And - side effect - if I create a search with "cc.id =" and search for the id of the group I > cannot get any result - okay or not okay ? Cc is for ticket Ccs, QueueCc is for Queue Ccs. You probably want QueueCc -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From rithy4u_os at hotmail.com Wed Sep 21 07:22:45 2011 From: rithy4u_os at hotmail.com (Rithy R) Date: Wed, 21 Sep 2011 11:22:45 +0000 Subject: [rt-users] RT 3.8.7's requester handling, User Interface, Web chat inquiry Message-ID: Hi Community, We are using RT 3.8.7 with MySQL running on Ubuntu 10. We have got some challenges as following: -A requester send email to RT (some sent to RT's mailbox, some CC RT's mailbox) and requester copy a lot of email addresses in that email message. So what happen is, few user in those CC list reply requester's email and CC RT's mailbox. RT then create another new ticket for that. How to overcome that one? How to setup RT to add those emails in the CC list sent by requester automatically to CC Type in ticket's people field so when we reply from RT the message will CC those email addresses CC by requester? -How to reply RT ticket as convinience as MS Outlook? The current version just give us some sort of plain text email response environment. -How to setup a web base chat, VoIP or other communication tool and that put chat log into RT ticket directly? -Is there any document that can help us migrate our RT to RT 4 in a timely manner? This is sample version of our RT_SiteConfig.pm: +++++ # dynamically find out the current timezone my $zone = "UTC"; $zone=`/bin/cat /etc/timezone` if -f "/etc/timezone"; chomp $zone; Set($Timezone, $zone); # end /etc/request-tracker3.8/RT_SiteConfig.d/40-timezone # start /etc/request-tracker3.8/RT_SiteConfig.d/50-debconf # THE BASICS: Set($rtname, 'SR'); Set($Organization, 'mydomain.com'); Set($CorrespondAddress , 'support at mydomain.com'); Set($CommentAddress , 'support at mydomain.com'); Set($OverrideOutgoingMailFrom, { 'General' => 'support at mydomain.com', }); Set($MaxAttachmentSize, 10000000); Set($FriendlyFromLineFormat, "support"); # This will disable rich text -> Set($MessageBoxRichText, 0); Set(@Plugins, qw(RT::FM RT::Extension::SLA)); Set($LogToFile, 'debug'); #Set amk logo #Set($WebBaseURL, "http://www.mydomain.com/images/Logowithslogan.png"); #Set Business Hours Set( %ServiceBusinessHours, 'work' => { 0 => {Name => 'Sunday',Start =>undef, End =>undef }, 1 => {Name => 'Monday',Start => '07:30', End => '17:30' }, 2 => {Name => 'Tuesday',Start => '7:30', End => '17:30' }, 3 => {Name => 'Wednesday',Start => '7:30', End => '17:30' }, 4 => {Name => 'Thursday',Start => '7:30', End => '17:30' }, 5 => {Name => 'Friday',Start => '7:30', End => '17:30' }, 6 => {Name => 'Saturday',Start =>undef, End =>undef }, # holidays => [qw(12-06)], 'holidays' => [qw(2011-01-01 2011-01-02 2011-01-03 2011-01-07 2011-02-18 2011-03-8 2011-04-14 2011-04-15 2011-04-16 2011-04-17 2011-04-18 2011-05-01 2011-05-02 2011-05-13 2011-05-14 2011-05-15 2011-05-16 2011-05-17 2011-05-21 2011-05-22 2011-05-23 2011-06-1 2011-06-18 2011-06-18 2011-06-19 2011-06-20 2011-09-24 2011-09-25 2011-09-26 2011-09-27 2011-09-28 2011-10-29 2011-10-30 2011-10-31 2011-11-09 2011-11-10 2011-11-11 2011-12-10 2011-12-11 2011-12-12)], }, ); #RT::Extension::SLA Config Set( %ServiceAgreements, Default => 'sev4', QueueDefault => { 'General' => 'sev4', }, Levels => { 'sev1' => { StartImmediately => 1, Response => { RealMinutes => 60*0.5 }, Resolve => { RealMinutes => 60*4 } }, 'sev2' => { StartImmediately => 1, Response => { RealMinutes => 60*0.5 }, Resolve => { RealMinutes => 60*12 } }, 'sev3' => { BusinessHours => 'work', OutOfHours => { Resolve => { RealMinutes => +60*28 } }, Response => { BusinessMinutes => 60*4 }, Resolve => { BusinessMinutes => 60*28 } }, 'sev4' => { BusinessHours => 'work', OutOfHours => { Resolve => { RealMinutes => +60*52 } }, Response => { BusinessMinutes => 60*8 }, Resolve => { BusinessMinutes => 60*52 } }, }, ); # THE WEBSERVER: Set($WebPath , "/rt"); Set($WebBaseURL , "http://support.mydomain.com"); # map from dbconfig-common database types to their names as known by RT my %typemap = ( mysql => 'mysql', pgsql => 'Pg', sqlite3 => 'SQLite', ); Set($DatabaseType, $typemap{mysql} || "UNKNOWN"); Set($DatabaseHost, 'localhost'); Set($DatabasePort, ''); Set($DatabaseUser , 'rtuser'); Set($DatabasePassword , 'samplepwd'); # SQLite needs a special case, since $DatabaseName must be a full pathname my $dbc_dbname = 'rtdb'; if ( "mysql" eq "sqlite3" ) { Set ($DatabaseName, '' . '/' . $dbc_dbname); } else { Set ($DatabaseName, $dbc_dbname); } # end /etc/request-tracker3.8/RT_SiteConfig.d/51-dbconfig-common 1; +++++ Regards/Rithy -------------- next part -------------- An HTML attachment was scrubbed... URL: From admin at lctn.org Wed Sep 21 11:23:06 2011 From: admin at lctn.org (Raymond Norton) Date: Wed, 21 Sep 2011 10:23:06 -0500 Subject: [rt-users] users not receiving random password with new auto-reply template Message-ID: <4E7A015A.1050301@lctn.org> I am using the following auto reply template, expecting new users to receive a generated, random password. The ticket is created, but passwords are not generated. I am using version 3.8 on Ubuntu. Subject: AutoReply: {$Ticket->Subject} Greetings, This message has been automatically generated in response to the creation of a helpdesk call: "{$Ticket->Subject()}", a summary of which appears below. There is no need to reply to this message right now. Your ticket has been assigned an ID of [{$rtname} #{$Ticket->id()}]. Please include this string in the subject line of all future correspondence about this issue. { *RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar; if (($Transaction->CreatorObj->id != $RT::Nobody->id) && (!$Transaction->CreatorObj->Privileged) && ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*') ) { my $user = RT::User->new($RT::SystemUser); $user->Load($Transaction->CreatorObj->Id); my ($stat, $pass) = $user->SetRandomPassword(); if (!$stat) { $OUT .= "An internal error has occurred. RT was not able to set a password for you. Please contact your local RT administrator for assistance."; } $OUT .= " You can check the current status and history of your requests at: ".$RT::WebURL." When prompted, enter the following username and password: Username: ".$user->Name." Password: ".$pass." "; } } Thank you. {$Ticket->QueueObj->CorrespondAddress()} ------------------------------------------------------------------------- {$Transaction->Content()} From falcone at bestpractical.com Wed Sep 21 11:38:56 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 21 Sep 2011 11:38:56 -0400 Subject: [rt-users] RT 3.8.7's requester handling, User Interface, Web chat inquiry In-Reply-To: References: Message-ID: <20110921153856.GU1013@jibsheet.com> On Wed, Sep 21, 2011 at 11:22:45AM +0000, Rithy R wrote: > -A requester send email to RT (some sent to RT's mailbox, some CC RT's mailbox) and requester > copy a lot of email addresses in that email message. So what happen is, few user in those CC > list reply requester's email and CC RT's mailbox. RT then create another new ticket for that. > How to overcome that one? How to setup RT to add those emails in the CC list sent by requester > automatically to CC Type in ticket's people field so when we reply from RT the message will CC > those email addresses CC by requester? There's a config option that will Parse new messages for Ccs > -How to reply RT ticket as convinience as MS Outlook? The current version just give us some > sort of plain text email response environment. I suspect you want to read docs/templates.pod and turn on HTML templates. Newer versions of Rt also have some code to work around outlook's broken text/plain behavior > -How to setup a web base chat, VoIP or other communication tool and that put chat log into RT > ticket directly? That's specific to your communication tool. RT provides several APIs > -Is there any document that can help us migrate our RT to RT 4 in a timely manner? Start with http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html which links to the included docs, but since you're using the debian packages, you may want to use the debian 4.0 packages and that's going to require some debian specific upgrade steps. > > This is sample version of our RT_SiteConfig.pm: > +++++ > > > > # dynamically find out the current timezone > > my $zone = "UTC"; > > $zone=`/bin/cat /etc/timezone` > > if -f "/etc/timezone"; > > chomp $zone; > > Set($Timezone, $zone); > > # end /etc/request-tracker3.8/RT_SiteConfig.d/40-timezone > > # start /etc/request-tracker3.8/RT_SiteConfig.d/50-debconf > > # THE BASICS: > > > > Set($rtname, 'SR'); > > Set($Organization, 'mydomain.com'); > > Set($CorrespondAddress , 'support at mydomain.com'); > > Set($CommentAddress , 'support at mydomain.com'); > > Set($OverrideOutgoingMailFrom, { > > 'General' => 'support at mydomain.com', > > }); > > > > Set($MaxAttachmentSize, 10000000); > > Set($FriendlyFromLineFormat, "support"); > > # This will disable rich text -> Set($MessageBoxRichText, 0); > > Set(@Plugins, qw(RT::FM RT::Extension::SLA)); > > Set($LogToFile, 'debug'); > > > > #Set amk logo > > #Set($WebBaseURL, "http://www.mydomain.com/images/Logowithslogan.png"); > > > > #Set Business Hours > > Set( %ServiceBusinessHours, > > 'work' => { > > 0 => {Name => 'Sunday',Start =>undef, End =>undef }, > > 1 => {Name => 'Monday',Start => '07:30', End => '17:30' }, > > 2 => {Name => 'Tuesday',Start => '7:30', End => '17:30' }, > > 3 => {Name => 'Wednesday',Start => '7:30', End => '17:30' }, > > 4 => {Name => 'Thursday',Start => '7:30', End => '17:30' }, > > 5 => {Name => 'Friday',Start => '7:30', End => '17:30' }, > > 6 => {Name => 'Saturday',Start =>undef, End =>undef }, > > # holidays => [qw(12-06)], > > 'holidays' => [qw(2011-01-01 2011-01-02 2011-01-03 2011-01-07 2011-02-18 > 2011-03-8 2011-04-14 2011-04-15 2011-04-16 2011-04-17 2011-04-18 2011-05-01 2011-05-02 > 2011-05-13 2011-05-14 2011-05-15 2011-05-16 2011-05-17 2011-05-21 2011-05-22 2011-05-23 > 2011-06-1 2011-06-18 2011-06-18 2011-06-19 2011-06-20 2011-09-24 2011-09-25 2011-09-26 > 2011-09-27 2011-09-28 2011-10-29 2011-10-30 2011-10-31 2011-11-09 2011-11-10 2011-11-11 > 2011-12-10 2011-12-11 2011-12-12)], > > }, > > ); > > > > #RT::Extension::SLA Config > > Set( %ServiceAgreements, > > Default => 'sev4', > > QueueDefault => { > > 'General' => 'sev4', > > }, > > Levels => { > > 'sev1' => { > > StartImmediately => 1, > > Response => { RealMinutes => 60*0.5 }, > > Resolve => { RealMinutes => 60*4 } }, > > 'sev2' => { > > StartImmediately => 1, > > Response => { RealMinutes => 60*0.5 }, > > Resolve => { RealMinutes => 60*12 } }, > > 'sev3' => { > > BusinessHours => 'work', > > OutOfHours => { Resolve => { RealMinutes => > +60*28 } }, > > Response => { BusinessMinutes => 60*4 }, > > Resolve => { BusinessMinutes => 60*28 } }, > > 'sev4' => { > > BusinessHours => 'work', > > OutOfHours => { Resolve => { RealMinutes => > +60*52 } }, > > Response => { BusinessMinutes => 60*8 }, > > Resolve => { BusinessMinutes => 60*52 } }, > > }, > > ); > > > > > > # THE WEBSERVER: > > > > Set($WebPath , "/rt"); > > Set($WebBaseURL , "http://support.mydomain.com"); > > > > # map from dbconfig-common database types to their names as known by RT > > my %typemap = ( > > mysql => 'mysql', > > pgsql => 'Pg', > > sqlite3 => 'SQLite', > > ); > > > > Set($DatabaseType, $typemap{mysql} || "UNKNOWN"); > > > > Set($DatabaseHost, 'localhost'); > > Set($DatabasePort, ''); > > > > Set($DatabaseUser , 'rtuser'); > > Set($DatabasePassword , 'samplepwd'); > > > > # SQLite needs a special case, since $DatabaseName must be a full pathname > > my $dbc_dbname = 'rtdb'; if ( "mysql" eq "sqlite3" ) { Set ($DatabaseName, '' . '/' . > $dbc_dbname); } else { Set ($DatabaseName, $dbc_dbname); } > > # end /etc/request-tracker3.8/RT_SiteConfig.d/51-dbconfig-common > > 1; > > +++++ > > > > > > Regards/Rithy > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA ? September 26 & 27, 2011 > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Sep 21 11:43:03 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 21 Sep 2011 11:43:03 -0400 Subject: [rt-users] users not receiving random password with new auto-reply template In-Reply-To: <4E7A015A.1050301@lctn.org> References: <4E7A015A.1050301@lctn.org> Message-ID: <20110921154303.GV1013@jibsheet.com> On Wed, Sep 21, 2011 at 10:23:06AM -0500, Raymond Norton wrote: > I am using the following auto reply template, expecting new users to > receive a generated, random password. The ticket is created, but > passwords are not generated. I am using version 3.8 on Ubuntu. You don't say what you found in your logs, and you really want to specify your full RT version -kevin > Subject: AutoReply: {$Ticket->Subject} > > > Greetings, > > This message has been automatically generated in response to the > creation of a helpdesk call: > "{$Ticket->Subject()}", > a summary of which appears below. > > There is no need to reply to this message right now. Your ticket has been > assigned an ID of [{$rtname} #{$Ticket->id()}]. Please include this string > in the subject line of all future correspondence about this issue. > > { > *RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar; > > > if (($Transaction->CreatorObj->id != $RT::Nobody->id) && > (!$Transaction->CreatorObj->Privileged) && > ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*') > ) { > > my $user = RT::User->new($RT::SystemUser); > $user->Load($Transaction->CreatorObj->Id); > my ($stat, $pass) = $user->SetRandomPassword(); > > if (!$stat) { > $OUT .= > "An internal error has occurred. RT was not able to set a password for you. > Please contact your local RT administrator for assistance."; > > } > > $OUT .= " > You can check the current status and history of your requests at: > > ".$RT::WebURL." > > When prompted, enter the following username and password: > > Username: ".$user->Name." > Password: ".$pass." > "; > } > } > > Thank you. > {$Ticket->QueueObj->CorrespondAddress()} > > ------------------------------------------------------------------------- > {$Transaction->Content()} -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From admin at lctn.org Wed Sep 21 12:08:50 2011 From: admin at lctn.org (Raymond Norton) Date: Wed, 21 Sep 2011 11:08:50 -0500 Subject: [rt-users] users not receiving random password with new auto-reply template In-Reply-To: <20110921154303.GV1013@jibsheet.com> References: <4E7A015A.1050301@lctn.org> <20110921154303.GV1013@jibsheet.com> Message-ID: <4E7A0C12.9060600@lctn.org> > You don't say what you found in your logs, and you really want to > specify your full RT version > > -kevin > OK.. I am using version 3.8 on Ubuntu 11.04. I installed it via: "apt-get update; apt-get install rt3.8-apache2 rt3.8-clients rt3.8-db-mysql request-tracker3.8 fetchmail" I have logging set to syslog info. created a new user (tom at lctn.org) and gave him create, reply, and see queue permissions. An email submission works fine and user gets a response the ticket was created, but nothing about a password. Here is the log from the submission: Sep 21 10:57:15 rt postfix/smtpd[8304]: connect from mail.lctn.org[10.10.4.13] Sep 21 10:57:15 rt postfix/smtpd[8304]: 9045344B7F: client=mail.lctn.org[10.10.4.13] Sep 21 10:57:15 rt postfix/cleanup[8308]: 9045344B7F: message-id=<1289117.641316620703230.JavaMail.root at mail.lctn.org> Sep 21 10:57:15 rt postfix/qmgr[1123]: 9045344B7F: from=, size=1273, nrcpt=1 (queue active) Sep 21 10:57:15 rt postfix/smtpd[8304]: disconnect from mail.lctn.org[10.10.4.13] Sep 21 10:57:15 rt RT: #15/162 - Scrip 3 On Create Autoreply To Requestors (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:302) Sep 21 10:57:15 rt postfix/pickup[8179]: DCEEC44B82: uid=33 from= Sep 21 10:57:15 rt postfix/cleanup[8308]: DCEEC44B82: message-id= Sep 21 10:57:15 rt RT: sent To: tom at lctn.org (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:333) Sep 21 10:57:15 rt postfix/qmgr[1123]: DCEEC44B82: from=, size=1322, nrcpt=1 (queue active) Sep 21 10:57:15 rt RT: #15/162 - Scrip 4 On Create Notify AdminCcs (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:302) Sep 21 10:57:15 rt RT: No recipients found. Not sending. (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:352) Sep 21 10:57:15 rt RT: Ticket 15 created in queue 'General' by tom at lctn.org (/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm:671) Sep 21 10:57:15 rt postfix/local[8309]: 9045344B7F: to=, relay=local, delay=0.38, delays=0.01/0/0/0.37, dsn=2.0.0, status=sent (delivered to command: /usr/bin/rt-mailgate --queue general --action correspond --url http://rt3.lctn.org/rt) Sep 21 10:57:15 rt postfix/qmgr[1123]: 9045344B7F: removed Sep 21 10:57:15 rt postfix/smtp[8314]: DCEEC44B82: to=, relay=lctn.org[10.10.4.13]:25, delay=0.09, delays=0.01/0.01/0.01/0.06, dsn=2.0.0, status=sent (250 2.0.0 Ok: queued as 689751D2512) Sep 21 10:57:15 rt postfix/qmgr[1123]: DCEEC44B82: removed From david.chandek.stark at duke.edu Wed Sep 21 12:12:02 2011 From: david.chandek.stark at duke.edu (David Chandek-Stark) Date: Wed, 21 Sep 2011 16:12:02 +0000 Subject: [rt-users] $Organization name with space? Message-ID: <2814B93D7C135C48BF48FEF0F266B7EC02862C88@ex-mbg-02.win.duke.edu> How important is it really that the $Organization setting not have spaces? I don't know why it got set to its current value, but RT has been working fine for years. Now I'm upgrading from 3.8.5 to 4.0.2 and see error level log messages about this. If I do change the value, I understand that I would have to update the Base and Target columns in the Links table. Thanks, David -------------- next part -------------- An HTML attachment was scrubbed... URL: From admin at lctn.org Wed Sep 21 12:29:13 2011 From: admin at lctn.org (Raymond Norton) Date: Wed, 21 Sep 2011 11:29:13 -0500 Subject: [rt-users] users not receiving random password with new auto-reply template In-Reply-To: <20110921154303.GV1013@jibsheet.com> References: <4E7A015A.1050301@lctn.org> <20110921154303.GV1013@jibsheet.com> Message-ID: <4E7A10D9.9000007@lctn.org> Here is a debug log from a ticket submission of the new user: http://pastebin.com/zvhbqUBz From falcone at bestpractical.com Wed Sep 21 12:41:04 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 21 Sep 2011 12:41:04 -0400 Subject: [rt-users] $Organization name with space? In-Reply-To: <2814B93D7C135C48BF48FEF0F266B7EC02862C88@ex-mbg-02.win.duke.edu> References: <2814B93D7C135C48BF48FEF0F266B7EC02862C88@ex-mbg-02.win.duke.edu> Message-ID: <20110921164104.GW1013@jibsheet.com> On Wed, Sep 21, 2011 at 04:12:02PM +0000, David Chandek-Stark wrote: > How important is it really that the $Organization setting not have spaces? I don't know why > it got set to its current value, but RT has been working fine for years. Now I'm upgrading > from 3.8.5 to 4.0.2 and see error level log messages about this. If I do change the value, I > understand that I would have to update the Base and Target columns in the Links table. It's been used to generate URIs for years. It causes lots of weird linking problems and actual errors from Articles. You can grab https://raw.github.com/bestpractical/rt/4.2/links_in_validator/sbin/rt-validator.in and drop it into your 4.0.2 tarball on top of the sbin/rt-validator.in and the links option will fix your links for you. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From rschwager at owneriq.com Wed Sep 21 16:33:37 2011 From: rschwager at owneriq.com (Randall Schwager) Date: Wed, 21 Sep 2011 16:33:37 -0400 Subject: [rt-users] Extended Mailgate error Message-ID: Dear users, We use RT to accept certain automated emails. These emails get put into queues as tickets, and are acted upon by appropriate personnel. One automated email (we can't change the content of these emails) has "Priority: normal" in the body of the email. Since the Extended Mailgate extension for RT expects "Priority:" to be a number, it throws an error. We don't really use the "Priority:" command for the extended mailgate. Is there any way to disable it? Also: we would use the configuration directive "commandbymailgroup", but the automated system sets the From: line in the email to the email address of someone who commands by mail. Any help would be greatly appreciated! -RSchwager RT 4.0.1, Extended Mailgate version 0.10 -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Sep 21 19:36:43 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 21 Sep 2011 16:36:43 -0700 Subject: [rt-users] RT 3.8.7's requester handling, User Interface, Web chat inquiry In-Reply-To: References: Message-ID: Rithy, If someone is sending an email to RT aND adding their own Cc's (as opposed to letting RT take care of that with watchers and email notifications), it would be better to put the RT address in the BCc address. The reason is ..... a lot of your users getting that original NON-RT email may want to do a "Reply All" and since that original email they received does NOT have a ticket reference in the subject line, RT will get that "Reply All" with no ticket number reference and it WILL create a new ticket. It is FAR FAR better to make sure the RT Queue has the correct watchers, etc. and let RT copy all the appropriate people. Now, keep in mind that if you do NOT have all the appropriate people listed as watchers for a Queue, you can have RT automatically add them as "Ticket" Cc's, which would then mean that RT WILL STILL send out all the correspondence to the appropriate list of people. So, set up the Queue's with the appropriate watchers, set up the appropriate email notifications, set up RT to automatically add Cc's to the ticket as Cc watchers and THEN, send your emails to RT only and let RT take care of the other correspondence to the appropriate list of watchers. That should do it. Hope his helps. Kenn LBNL On Wed, Sep 21, 2011 at 4:22 AM, Rithy R wrote: > Hi Community,**** > > ** ** > > We are using RT 3.8.7 with MySQL running on Ubuntu 10. We have got some > challenges as following:**** > > ** ** > > -A requester send email to RT (some sent to RT's mailbox, some CC RT's > mailbox) and requester copy a lot of email addresses in that email message. > So what happen is, few user in those CC list reply requester's email and CC > RT's mailbox. RT then create another new ticket for that. How to overcome > that one? How to setup RT to add those emails in the CC list sent by > requester automatically to CC Type in ticket's people field so when we reply > from RT the message will CC those email addresses CC by requester?**** > > ** ** > > -How to reply RT ticket as convinience as MS Outlook? The current version > just give us some sort of plain text email response environment.**** > > ** ** > > -How to setup a web base chat, VoIP or other communication tool and that > put chat log into RT ticket directly? **** > > ** ** > > -Is there any document that can help us migrate our RT to RT 4 in a timely > manner? **** > > ** ** > > ** ** > > This is sample version of our RT_SiteConfig.pm: > +++++**** > > ** ** > > # dynamically find out the current timezone**** > > my $zone = "UTC";**** > > $zone=`/bin/cat /etc/timezone`**** > > if -f "/etc/timezone";**** > > chomp $zone;**** > > Set($Timezone, $zone);**** > > # end /etc/request-tracker3.8/RT_SiteConfig.d/40-timezone**** > > # start /etc/request-tracker3.8/RT_SiteConfig.d/50-debconf**** > > # THE BASICS:**** > > ** ** > > Set($rtname, 'SR');**** > > Set($Organization, 'mydomain.com');**** > > Set($CorrespondAddress , 'support at mydomain.com');**** > > Set($CommentAddress , 'support at mydomain.com');**** > > Set($OverrideOutgoingMailFrom, { **** > > 'General' => 'support at mydomain.com',**** > > });**** > > ** ** > > Set($MaxAttachmentSize, 10000000);**** > > Set($FriendlyFromLineFormat, "support");**** > > # This will disable rich text -> Set($MessageBoxRichText, 0);**** > > Set(@Plugins, qw(RT::FM RT::Extension::SLA));**** > > Set($LogToFile, 'debug');**** > > ** ** > > #Set amk logo**** > > #Set($WebBaseURL, "http://www.mydomain.com/images/Logowithslogan.png");*** > * > > ** ** > > #Set Business Hours**** > > Set( %ServiceBusinessHours, **** > > 'work' => {**** > > 0 => {Name => 'Sunday',Start =>undef, End =>undef },**** > > 1 => {Name => 'Monday',Start => '07:30', End => '17:30' }, > **** > > 2 => {Name => 'Tuesday',Start => '7:30', End => '17:30' }, > **** > > 3 => {Name => 'Wednesday',Start => '7:30', End => '17:30' > },**** > > 4 => {Name => 'Thursday',Start => '7:30', End => '17:30' > },**** > > 5 => {Name => 'Friday',Start => '7:30', End => '17:30' },* > *** > > 6 => {Name => 'Saturday',Start =>undef, End =>undef },**** > > # holidays => [qw(12-06)],**** > > 'holidays' => [qw(2011-01-01 2011-01-02 2011-01-03 > 2011-01-07 2011-02-18 2011-03-8 2011-04-14 2011-04-15 2011-04-16 2011-04-17 > 2011-04-18 2011-05-01 2011-05-02 2011-05-13 2011-05-14 2011-05-15 2011-05-16 > 2011-05-17 2011-05-21 2011-05-22 2011-05-23 2011-06-1 2011-06-18 2011-06-18 > 2011-06-19 2011-06-20 2011-09-24 2011-09-25 2011-09-26 2011-09-27 2011-09-28 > 2011-10-29 2011-10-30 2011-10-31 2011-11-09 2011-11-10 2011-11-11 2011-12-10 > 2011-12-11 2011-12-12)],**** > > },**** > > );**** > > ** ** > > #RT::Extension::SLA Config**** > > Set( %ServiceAgreements,**** > > Default => 'sev4',**** > > QueueDefault => {**** > > 'General' => 'sev4',**** > > },**** > > Levels => {**** > > 'sev1' => { **** > > StartImmediately => 1,**** > > Response => { RealMinutes > => 60*0.5 },**** > > Resolve => { RealMinutes > => 60*4 } },**** > > 'sev2' => { **** > > StartImmediately => 1,**** > > Response => { RealMinutes > => 60*0.5 },**** > > Resolve => { RealMinutes > => 60*12 } },**** > > 'sev3' => { **** > > BusinessHours => 'work',** > ** > > OutOfHours => { Resolve => > { RealMinutes => +60*28 } },**** > > Response => { > BusinessMinutes => 60*4 },**** > > Resolve => { > BusinessMinutes => 60*28 } },**** > > 'sev4' => { **** > > BusinessHours => 'work',** > ** > > OutOfHours => { Resolve => > { RealMinutes => +60*52 } },**** > > Response => { > BusinessMinutes => 60*8 },**** > > Resolve => { > BusinessMinutes => 60*52 } },**** > > },**** > > );**** > > ** ** > > ** ** > > # THE WEBSERVER:**** > > ** ** > > Set($WebPath , "/rt");**** > > Set($WebBaseURL , "http://support.mydomain.com");**** > > ** ** > > # map from dbconfig-common database types to their names as known by RT*** > * > > my %typemap = (**** > > mysql => 'mysql',**** > > pgsql => 'Pg',**** > > sqlite3 => 'SQLite',**** > > );**** > > **** > > Set($DatabaseType, $typemap{mysql} || "UNKNOWN");**** > > ** ** > > Set($DatabaseHost, 'localhost');**** > > Set($DatabasePort, '');**** > > ** ** > > Set($DatabaseUser , 'rtuser');**** > > Set($DatabasePassword , 'samplepwd');**** > > ** ** > > # SQLite needs a special case, since $DatabaseName must be a full pathname > **** > > my $dbc_dbname = 'rtdb'; if ( "mysql" eq "sqlite3" ) { Set ($DatabaseName, > '' . '/' . $dbc_dbname); } else { Set ($DatabaseName, $dbc_dbname); }**** > > # end /etc/request-tracker3.8/RT_SiteConfig.d/51-dbconfig-common**** > > 1;**** > > +++++**** > > ** ** > > ** ** > Regards/Rithy > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA ? September 26 & 27, 2011 > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Michael.Polenske at skm-skyline.de Thu Sep 22 08:50:30 2011 From: Michael.Polenske at skm-skyline.de (Michael Polenske) Date: Thu, 22 Sep 2011 14:50:30 +0200 Subject: [rt-users] Search for tickets of my group In-Reply-To: <20110921145908.GT1013@jibsheet.com> References: <20110921145908.GT1013@jibsheet.com> Message-ID: Hi Kevin, >You can be in multiple groups, which one should it choose? Okay, you're right. This will not work :-) >> And - side effect - if I create a search with "cc.id =" and search for the id of the group I >> cannot get any result - okay or not okay ? >Cc is for ticket Ccs, QueueCc is for Queue Ccs. You probably want QueueCc No. Let me explain little bit more: - I have a group called TEST, id is 138,, contains two user - create a ticket, set group TEST in cc - now find all tickets with group TEST in cc I tried all of the *.id options I found in RT (4.0.2) - no one worked: Requestor.id = 138 OR Cc.id = 138 OR AdminCc.id = 138 OR Watcher.id = 138 OR Owner.id = 138 OR QueueCc.id = 138 OR QueueAdminCc.id = 138 OR QueueWatcher.id = 138 No result at all. Where am I wrong ? Cheers - Michael From ryanfrantz at informed-llc.com Thu Sep 22 09:08:18 2011 From: ryanfrantz at informed-llc.com (Ryan Frantz) Date: Thu, 22 Sep 2011 09:08:18 -0400 (EDT) Subject: [rt-users] Clicking "New" Doesn't Acknowledge New Messages In-Reply-To: <1921242995.247599.1316696774054.JavaMail.root@zimbra.informed-llc.com> Message-ID: <609323908.247666.1316696898225.JavaMail.root@zimbra.informed-llc.com> List, I'm using RT 4.0.2 with the 'UpdateStatus' display column set under the "x highest priority tickets I own" display and I have found that when requestors reply to tickets, and that column updates with the link named "New", I can click the link to take me to the reply, but there is no option at the top of the page to acknowledge that the new messages have been read. Is there a permission or configuration option that needs to be set to enable this? Otherwise, it always looks like the ticket has a new message, because we can't clear it. Thanks, Ryan Frantz Technical Services Director InforMed, LLC 410-972-2025 x2131 ryanfrantz at informed-llc.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From Michael.Polenske at skm-skyline.de Thu Sep 22 09:27:41 2011 From: Michael.Polenske at skm-skyline.de (Michael Polenske) Date: Thu, 22 Sep 2011 15:27:41 +0200 Subject: [rt-users] Add requestor group as cc In-Reply-To: <20110921143531.GS1013@jibsheet.com> References: <20110921143531.GS1013@jibsheet.com> Message-ID: Hi Kevin, > I suggest you start by looking at the docs in Group for HasMemberRecursively, which will tell you that it expects a Principal. > Then you'll need to change the code to either get the first requestor's Principal object or loop and handle multiple Requestors passing each one's Principal object down into HasMemberRecursively Thanks for your hint, I will play around with some loops. Best regards - Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From tthorpe at ClaraMartin.org Tue Sep 20 10:13:40 2011 From: tthorpe at ClaraMartin.org (Trevor Thorpe) Date: Tue, 20 Sep 2011 14:13:40 +0000 Subject: [rt-users] RT 3.8 - Cut/Copy & Pasting Emails Into RT Message-ID: <3266A64AB7442E40ADEE5CD98BF4EA6D320B47D6@EXCHANGE01.corp.claramartin.org> Good Morning, When copying and pasting email from Outlook 2010 into RT (generally to create a ticket) the formatting is not what I would expect. The ticket will create, however it is 'too large to view', understandably so, as it is keeping a ton of excess formatting. However, if within RT, I reply to the ticket and add nothing, submit, the ticket comes out, pretty much how I would have wanted it in the first place. I've tried to adjust my copy and paste options in Outlook. I am not finding an avenue to adjust how RT takes the input/pasting. This appears to be known, I do find some mentions about the issue, I do not however find a solution. Outlook 2010 - copy & paste - Firefox browsing RT Thanks for any suggestions/tips. -- Trev -- Trev Thorpe Clara Martin Center IT Supervisor 11 N Main Street P: 802.728.4466 x485 Randolph, VT 05060 C: 802.498.4583 This message is intended for the sole use of the individual and entity to whom it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended addressee, nor authorized to receive for the intended addressee, you are hereby notified that you may not use, copy, disclose or distribute to anyone the message or any information contained in the message. If you have received this message in error, please immediately advise the sender. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... 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Name: part2.PNG Type: image/png Size: 50610 bytes Desc: part2.PNG URL: From falcone at bestpractical.com Thu Sep 22 10:34:47 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 22 Sep 2011 10:34:47 -0400 Subject: [rt-users] Clicking "New" Doesn't Acknowledge New Messages In-Reply-To: <609323908.247666.1316696898225.JavaMail.root@zimbra.informed-llc.com> References: <1921242995.247599.1316696774054.JavaMail.root@zimbra.informed-llc.com> <609323908.247666.1316696898225.JavaMail.root@zimbra.informed-llc.com> Message-ID: <20110922143447.GA908@jibsheet.com> On Thu, Sep 22, 2011 at 09:08:18AM -0400, Ryan Frantz wrote: > List, > I'm using RT 4.0.2 with the 'UpdateStatus' display column set under the "x highest priority > tickets I own" display and I have found that when requestors reply to tickets, and that column > updates with the link named "New", I can click the link to take me to the reply, but there is > no option at the top of the page to acknowledge that the new messages have been read. Is > there a permission or configuration option that needs to be set to enable this? > Otherwise, it always looks like the ticket has a new message, because we can't clear it. You want to set ShowUnreadMessageNotifications, either globally or as a user pref. -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 Sep 22 10:47:45 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 22 Sep 2011 10:47:45 -0400 Subject: [rt-users] Search for tickets of my group In-Reply-To: References: <20110921145908.GT1013@jibsheet.com> Message-ID: <20110922144745.GB908@jibsheet.com> On Thu, Sep 22, 2011 at 02:50:30PM +0200, Michael Polenske wrote: > >Cc is for ticket Ccs, QueueCc is for Queue Ccs. You probably want > QueueCc > > No. Let me explain little bit more: > > - I have a group called TEST, id is 138,, contains two user > - create a ticket, set group TEST in cc > - now find all tickets with group TEST in cc > > I tried all of the *.id options I found in RT (4.0.2) - no one worked: > Requestor.id = 138 OR Cc.id = 138 OR AdminCc.id = 138 OR Watcher.id = > 138 OR Owner.id = 138 OR QueueCc.id = 138 OR QueueAdminCc.id = 138 OR > QueueWatcher.id = 138 You want CCGroup.id = 128 but keep in mind that it only works for ticket roles not queue roles. Also, you need to have a user in the group, empty groups added as Ccs won't match. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ryanfrantz at informed-llc.com Thu Sep 22 11:01:03 2011 From: ryanfrantz at informed-llc.com (Ryan Frantz) Date: Thu, 22 Sep 2011 11:01:03 -0400 (EDT) Subject: [rt-users] Clicking "New" Doesn't Acknowledge New Messages In-Reply-To: <20110922143447.GA908@jibsheet.com> Message-ID: <1930910336.251216.1316703663505.JavaMail.root@zimbra.informed-llc.com> ----- Original Message ----- > From: "Kevin Falcone" > To: rt-users at lists.bestpractical.com > Sent: Thursday, September 22, 2011 10:34:47 AM > Subject: Re: [rt-users] Clicking "New" Doesn't Acknowledge New Messages > On Thu, Sep 22, 2011 at 09:08:18AM -0400, Ryan Frantz wrote: > > List, > > I'm using RT 4.0.2 with the 'UpdateStatus' display column set > > under the "x highest priority > > tickets I own" display and I have found that when requestors > > reply to tickets, and that column > > updates with the link named "New", I can click the link to take > > me to the reply, but there is > > no option at the top of the page to acknowledge that the new > > messages have been read. Is > > there a permission or configuration option that needs to be set > > to enable this? > > Otherwise, it always looks like the ticket has a new message, > > because we can't clear it. > > You want to set ShowUnreadMessageNotifications, either globally or as > a user pref. Ahhh. I did not think to look in the user preferences and/or global/site config for something related to this. I was digging through permissions. Thanks, Ryan > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA ? September 26 & 27, 2011 > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 From SJC at qvii.com Thu Sep 22 11:14:27 2011 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 22 Sep 2011 11:14:27 -0400 Subject: [rt-users] I need two scrips Message-ID: <4DD6AB329450D847913EA76D7F3C6B830FDFE2E2@valkyrie.ogp.qvii.com> Ok; I've given up on trying to customize RT. My PERL skills are too rusty, and I can't find suitable references to show me what I need to call in RT. Does anyone have scrips that do these two things: 1. Notify via email a group that a ticket has been submitted. (EX: Someone submits a ticket to General & it emails the admins). 2. A ticket gets created using an email that has no account associated with it. When an account gets created, automatically assign them a random password & email them with it. I really like RT, but the only way it seems to get any real help is to pay for support. Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From Sharon.Belliveau at frb.gov Thu Sep 22 11:29:32 2011 From: Sharon.Belliveau at frb.gov (Sharon.Belliveau at frb.gov) Date: Thu, 22 Sep 2011 11:29:32 -0400 Subject: [rt-users] RT-Users Digest, Vol 90, Issue 67 In-Reply-To: References: Message-ID: <20110922152711.D65B82C442E@ibastion.frb.gov> >Date: Wed, 21 Sep 2011 14:55:28 +0200 >From: "Michael Polenske" > To your second question - I want to create to search to find all tickets of my group - something like "cc.id == _groupofcurrentuser__" Try using WatcherGroup.id in your query. We have a dashboard for a group whose id is 119. The search criteria includes 'WatcherGroup.id = 119'. The query returns all tickets where any member of group 119 has a role: owner, requestor, cc or admincc. Sharon Belliveau Application Design + Development Research & Statistics Federal Reserve Board From allen+rtlist at crystalfontz.com Thu Sep 22 12:49:53 2011 From: allen+rtlist at crystalfontz.com (Allen) Date: Thu, 22 Sep 2011 09:49:53 -0700 Subject: [rt-users] SelfService "add more files" in RT4 still doesn't work. Anyone have a patch? Message-ID: When customers "Reply" on /SelfService/Update.html and try to attach more than 1 file using the "Add More Files" button, clicking that button submits the reply instead. It doesn;t do anything to allow choosing more than 1 file to upload with the reply. Similarly, when customers create a new ticket at /SelfService/Create.html there is no option to attach multiple files at all. However, on the staff side, (/Ticket/Update.html and /Ticket/Create.html) uploading multiple files works fine. Anyone have a patch for 4.0.2 to allow customers to upload multiple attachments with their correspondence? Allen From alec.taylor6 at gmail.com Thu Sep 22 12:54:07 2011 From: alec.taylor6 at gmail.com (Alec Taylor) Date: Fri, 23 Sep 2011 02:54:07 +1000 Subject: [rt-users] RT4 Ubuntu Server 11.04 - Packaging RT to .deb Message-ID: Good morning, http://packages.ubuntu.com/search?suite=natty&keywords=rt4 Offers: ? Package rt4-apache2 ? Package rt4-clients ? Package rt4-db-mysql ? Package rt4-db-postgresql ? Package rt4-db-sqlite How much is missing to get a full install of the latest RT up and running? /me is thinking a lot of the perl stuff is missing How about making a rt4-build .deb to grab all the dependencies needed for a working RT install? From Sharon.Belliveau at frb.gov Thu Sep 22 13:20:25 2011 From: Sharon.Belliveau at frb.gov (Sharon.Belliveau at frb.gov) Date: Thu, 22 Sep 2011 13:20:25 -0400 Subject: [rt-users] I need two scrips (Cena, Stephen (ext. 300)) In-Reply-To: References: Message-ID: <20110922171803.AEE3F2C44BA@ibastion.frb.gov> To Steve - To your first question, "1. Notify via email a group that a ticket has been submitted. (EX: Someone submits a ticket to General & it emails the admins)." Try setting the group as AdminCCs for the General queue, add a scrip for the General queue with condition 'On Create', action 'Notify AdminCcs', with any apppropriate template. Sharon Belliveau Federal Reserve Board From SJC at qvii.com Thu Sep 22 14:07:27 2011 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 22 Sep 2011 14:07:27 -0400 Subject: [rt-users] I need two scrips (Cena, Stephen (ext. 300)) References: <20110922171803.AF85F2C44BC@ibastion.frb.gov> Message-ID: <4DD6AB329450D847913EA76D7F3C6B830FDFE4F7@valkyrie.ogp.qvii.com> I don't see a field where I can set the Admin CC address. I can set the "reply to addresses" but no Admin CC addresses. It looks like people would have to enter them in each time. Am I looking in the wrong spot? I'm on 3.8.10 so far. Steve -----Original Message----- From: Sharon.Belliveau at frb.gov [mailto:Sharon.Belliveau at frb.gov] Sent: Thursday, September 22, 2011 1:20 PM To: rt-users at lists.bestpractical.com; Cena, Stephen (ext. 300) Subject: I need two scrips (Cena, Stephen (ext. 300)) To Steve - To your first question, "1. Notify via email a group that a ticket has been submitted. (EX: Someone submits a ticket to General & it emails the admins)." Try setting the group as AdminCCs for the General queue, add a scrip for the General queue with condition 'On Create', action 'Notify AdminCcs', with any apppropriate template. Sharon Belliveau Federal Reserve Board From falcone at bestpractical.com Thu Sep 22 14:15:44 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 22 Sep 2011 14:15:44 -0400 Subject: [rt-users] I need two scrips In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B830FDFE2E2@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B830FDFE2E2@valkyrie.ogp.qvii.com> Message-ID: <20110922181544.GC908@jibsheet.com> On Thu, Sep 22, 2011 at 11:14:27AM -0400, Cena, Stephen (ext. 300) wrote: > 1. Notify via email a group that a ticket has been submitted. (EX: Someone submits a ticket to > General & it emails the admins). Just make them AdminCcs - the default Scrips notify on create. > 2. A ticket gets created using an email that has no account associated with it. When an > account gets created, automatically assign them a random password & email them with it. There is at least one template for this on the wiki. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ruz at bestpractical.com Thu Sep 22 14:18:47 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 22 Sep 2011 22:18:47 +0400 Subject: [rt-users] RT4 Ubuntu Server 11.04 - Packaging RT to .deb In-Reply-To: References: Message-ID: http://packages.ubuntu.com/search?suite=all§ion=all&arch=any&searchon=names&keywords=request-tracker4 On Thu, Sep 22, 2011 at 8:54 PM, Alec Taylor wrote: > Good morning, > > http://packages.ubuntu.com/search?suite=natty&keywords=rt4 > > Offers: > > ? Package rt4-apache2 > ? Package rt4-clients > ? Package rt4-db-mysql > ? Package rt4-db-postgresql > ? Package rt4-db-sqlite > > How much is missing to get a full install of the latest RT up and running? > > /me is thinking a lot of the perl stuff is missing > > How about making a rt4-build .deb to grab all the dependencies needed > for a working RT install? > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ?September 26 & 27, 2011 > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From falcone at bestpractical.com Thu Sep 22 14:35:34 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 22 Sep 2011 14:35:34 -0400 Subject: [rt-users] SelfService "add more files" in RT4 still doesn't work. Anyone have a patch? In-Reply-To: References: Message-ID: <20110922183534.GD908@jibsheet.com> On Thu, Sep 22, 2011 at 09:49:53AM -0700, Allen wrote: > When customers "Reply" on /SelfService/Update.html and try to attach > more than 1 file using the "Add More Files" button, clicking that > button submits the reply instead. It doesn;t do anything to allow > choosing more than 1 file to upload with the reply. Interesting, that looks like a regression. Want to file a bug report? > Similarly, when customers create a new ticket at > /SelfService/Create.html there is no option to attach multiple files > at all. I believe there was a branch by elacour for this, but it never got merged. -kevin > However, on the staff side, (/Ticket/Update.html and > /Ticket/Create.html) uploading multiple files works fine. > > Anyone have a patch for 4.0.2 to allow customers to upload multiple > attachments with their correspondence? -------------- 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 Thu Sep 22 15:04:14 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 22 Sep 2011 15:04:14 -0400 Subject: [rt-users] I need two scrips (Cena, Stephen (ext. 300)) In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B830FDFE4F7@valkyrie.ogp.qvii.com> References: <20110922171803.AF85F2C44BC@ibastion.frb.gov> <4DD6AB329450D847913EA76D7F3C6B830FDFE4F7@valkyrie.ogp.qvii.com> Message-ID: <4E7B86AE.5080902@bestpractical.com> On 09/22/2011 02:07 PM, Cena, Stephen (ext. 300) wrote: > I don't see a field where I can set the Admin CC address. I can set the > "reply to addresses" but no Admin CC addresses. It looks like people > would have to enter them in each time. Am I looking in the wrong spot? > I'm on 3.8.10 so far. You want the queue's Watchers page. Thomas From jhawthorne at ototronix.com Thu Sep 22 16:18:31 2011 From: jhawthorne at ototronix.com (Jason Hawthorne) Date: Thu, 22 Sep 2011 20:18:31 +0000 Subject: [rt-users] AutoCreate with Group Membership. Message-ID: <48837353619B2643BEA80DFBCACEE1C00BE1B41D@oto-exch1.ototronix.net> We are running 4.0.2 with external authentication to LDAP and would like to auto create privileged users with membership to a specific group. I can see that by setting Set($AutoCreate, {Privileged => 1}); You can update the privileged attribute in their profile but this does not seem to be working and I cannot find documentation for automatically adding them to a group. Is this even possible? -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Sep 22 17:00:08 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 22 Sep 2011 17:00:08 -0400 Subject: [rt-users] AutoCreate with Group Membership. In-Reply-To: <48837353619B2643BEA80DFBCACEE1C00BE1B41D@oto-exch1.ototronix.net> References: <48837353619B2643BEA80DFBCACEE1C00BE1B41D@oto-exch1.ototronix.net> Message-ID: <20110922210008.GE908@jibsheet.com> On Thu, Sep 22, 2011 at 08:18:31PM +0000, Jason Hawthorne wrote: > We are running 4.0.2 with external authentication to LDAP and would like to auto create > privileged users with membership to a specific group. I can see that by setting RT-Authen-ExternalAuth or WebExternalAuth > Set($AutoCreate, {Privileged => 1}); These settings applied when logging into the web ui for the first time and being autocreated by either of the methods above. > You can update the privileged attribute in their profile but this does not seem to be working > and I cannot find documentation for automatically adding them to a group. Is this even > possible? Neither of the external auth solutions support auto-adding to a group. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From rfelty2 at hallmark.com Thu Sep 22 17:03:12 2011 From: rfelty2 at hallmark.com (Rezty Felty) Date: Thu, 22 Sep 2011 16:03:12 -0500 Subject: [rt-users] AUTO: Rezty Felty has left the building (returning 10/31/2011) Message-ID: I am out of the office until 10/31/2011. I am moving on to a new opportunity, and 9/23 will be my last day at Hallmark. Please address all issues and inquiries to the backend team at hm-backend at hmkb2c.com.I will be available at 816.559.1196 for emergencies. Best Wishes, Rezty Felty Note: This is an automated response to your message "Re: [rt-users] AutoCreate with Group Membership." sent on 9/22/2011 4:00:08 PM. This is the only notification you will receive while this person is away. This message, including any attachments, is for the designated recipient only and/or Hallmark Cards, Inc. employees. It may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail, disclosure of the information, or distribution by you is prohibited. From Izz.Abdullah at hibbett.com Thu Sep 22 17:59:48 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Thu, 22 Sep 2011 16:59:48 -0500 Subject: [rt-users] Can't change relative path to saved search after migration (3.8.4 -> 4.0.2) Message-ID: Hello all, I have setup a new instance of Request Tracker 4.0.2 and imported our 3.8.4 database to test before cutting off the 3.8.4 system. In some saved searches created in 3.8.4, we have "/rt" at the beginning. I opted not to do this in the 4.0.2 installation and basically have a https site internally which links to LDAP for authentication with the url of 'helpdesk'. Notice, there is NOT helpdesk/rt. In the Advanced portion of editing the query, I see in the format the following example: ' __id__/TITLE:#', '__Subject__/TITLE:Subject', '__Status__', '__QueueName__', '__OwnerName__', '__Priority__', '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' I have removed /rt from the beginning and hit 'Apply' to apply the changes, yet it is NOT staying that way. I have also tried replacing /rt with __WEBPATH__ and it still will not hold the changes. It automagically reverts back to having the /rt in the beginning of the relative path. Any suggestions other than recreating the saved searches within the new system? Thanks in advance! -------------- next part -------------- An HTML attachment was scrubbed... URL: From jim.lesinski at gmail.com Thu Sep 22 22:57:22 2011 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Thu, 22 Sep 2011 22:57:22 -0400 Subject: [rt-users] Is it possible to go directly into edit mode? Message-ID: Hi, I am looking at RT and it seems like a wonderful system. One thing I noticed is that the system seems very "clicky", requiring many clicks to edit custom fields, dates, etc after a ticket has been opened. Is there any way to bring the ticket up directly in edit mode for the fields? I think "Jumbo" is closer to what I want, but that may need some re-configuring too. For background we currently use Remedy, which is more of a direct edit and save form. I appreciate your suggestions. Thanks, Jim -------------- next part -------------- An HTML attachment was scrubbed... URL: From James_Zuelow at ci.juneau.ak.us Thu Sep 22 22:58:59 2011 From: James_Zuelow at ci.juneau.ak.us (James Zuelow) Date: Thu, 22 Sep 2011 18:58:59 -0800 Subject: [rt-users] IE8 very slow RT 4.0.2 Message-ID: <4A09477D575C2C4B86497161427DD94C1631D0472D@city-exchange07> I've got an RT 4.0.2 install that the tech staff has been working with. However we've noticed that Internet Explorer 8 is extremely slow when browsing, and can hang completely. For example, when viewing a ticket with this URL: /rt/Ticket/History.html?id=FOO IE8 can take up to 90 seconds to retrieve small gifs like this: /rt/NoAuth/images/css/rollup-arrow.gif It is *ONLY* IE that does this, and compatibility mode does not work. So far I've tested the following: IE8 on XP compatibility off - extremely slow, CPU on the box jumps to 60%+ while IE is waiting and the fan kicks in. We really notice this. IE8 on XP compatibility on - not quite as slow, but still too slow for users' patience. CPU at 55-60%. IE8 on Win7 compatibility off - extremely slow. CPU only gets to 50%, but the page is never done. The status bar always says it is waiting for bpslogo.png, even though I can see the Best Practical logo in the lower right. IE8 on Win7 compatibility on - extremely slow. As above. Firefox 6.0.2 on XP - very responsive. CPU in the high 40%, but the page load is fast so it is just a spike. Iceweasel 6.0.2 on Debian Squeeze - very responsive. CPU peaks at 36%. Except for the IE8/Firefox on XP, these are all different boxes, so the CPU values do not exactly correlate. I put them in just to show that IE8 seems to be working a lot harder than Firefox/Iceweasel. There are no errors in the Apache log. I can see that IE8 is taking longer to load the pages, but other than that nothing shows up from the web server side. Similarly, the rt.log is on debug, and all I see are the "rendering attachment..." lines when a Ticket history page is refreshed. Nothing to indicate any difference between an IE8 visit and a Firefox visit. It seems as if the trouble is mainly with URLs under /rt/Ticket/ that are slow, where the others are not *as* slow. The history page is slowest. I thought it might be a DB issue, but the fast Firefox results tell me that MySQL is keeping up just fine. RT 4.0.2 running on Debian Wheezy, kernel 3.0, Apache 2.2.20, MySQL 5.1.58. We've got the default theme running. The only customization done to the theme was adding a custom logo into the upper right and lower left corners. Removing the logos doesn't change response times. (We're on Wheezy because I wanted to go to RT 4 before the backport was available, and decided not to move back to Squeeze when it became available) Has anyone seen this behavior with IE, specifically IE8? Thanks! James From alec.taylor6 at gmail.com Fri Sep 23 01:06:36 2011 From: alec.taylor6 at gmail.com (Alec Taylor) Date: Fri, 23 Sep 2011 15:06:36 +1000 Subject: [rt-users] RT4 Ubuntu Server 11.04 - Packaging RT to .deb In-Reply-To: References: Message-ID: Damn acronyms. & thanks :] (will I miss out on many features from 4.0.1 to 4.0.2?) On Fri, Sep 23, 2011 at 4:18 AM, Ruslan Zakirov wrote: > http://packages.ubuntu.com/search?suite=all§ion=all&arch=any&searchon=names&keywords=request-tracker4 > > On Thu, Sep 22, 2011 at 8:54 PM, Alec Taylor wrote: >> Good morning, >> >> http://packages.ubuntu.com/search?suite=natty&keywords=rt4 >> >> Offers: >> >> ? Package rt4-apache2 >> ? Package rt4-clients >> ? Package rt4-db-mysql >> ? Package rt4-db-postgresql >> ? Package rt4-db-sqlite >> >> How much is missing to get a full install of the latest RT up and running? >> >> /me is thinking a lot of the perl stuff is missing >> >> How about making a rt4-build .deb to grab all the dependencies needed >> for a working RT install? >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * ?Chicago, IL, USA ?September 26 & 27, 2011 >> * ?San Francisco, CA, USA ?October 18 & 19, 2011 >> * ?Washington DC, USA ?October 31 & November 1, 2011 >> * ?Melbourne VIC, Australia ?November 28 & 29, 2011 >> * ?Barcelona, Spain ?November 28 & 29, 2011 >> > > > > -- > Best regards, Ruslan. > From noc at fohnet.co.uk Fri Sep 23 03:18:09 2011 From: noc at fohnet.co.uk (Richard Clark) Date: Fri, 23 Sep 2011 08:18:09 +0100 Subject: [rt-users] I need two scrips In-Reply-To: <21992763.2455.1316704517402.JavaMail.mobile-sync@bfhy4> References: <21992763.2455.1316704517402.JavaMail.mobile-sync@bfhy4> Message-ID: <-432265751578098097@unknownmsgid> On 22 Sep 2011, at 16:15, "Cena, Stephen (ext. 300)" wrote: Ok; I've given up on trying to customize RT. My PERL skills are too rusty, and I can't find suitable references to show me what I need to call in RT. Does anyone have scrips that do these two things: 1. Notify via email a group that a ticket has been submitted. (EX: Someone submits a ticket to General & it emails the admins). 2. A ticket gets created using an email that has no account associated with it. When an account gets created, automatically assign them a random password & email them with it. I really like RT, but the only way it seems to get any real help is to pay for support. Steve -------- There are scrips for doing both of these things on the wiki: http://requesttracker.wikia.com/wiki -- Richard Clark richard at fohnet.co.uk -------------- next part -------------- An HTML attachment was scrubbed... URL: From josh.cole at fresno.edu Fri Sep 23 03:32:52 2011 From: josh.cole at fresno.edu (josh.cole) Date: Fri, 23 Sep 2011 00:32:52 -0700 (PDT) Subject: [rt-users] Problems with Fetchmail/RT Mailgate Message-ID: <32503857.post@talk.nabble.com> I add an account on our 2007 Exchange server to receive e-mails for RT. I configured fetchmail for the exchange pop account but it fails to authenticate. I've tested the credentials and connection settings by setting up the pop account in Outlook. It works without fail. The exchange server does require a secure login method. If I wanted to have the e-mails delivered directly to the RT server can I create the accounts in Postfix on the RT server so that I can use to get tickets via email into the queue's? Can someone show me what the fetchmail config should look like in that scenario? fetchmail: Query status=3 (AUTHFAIL) The logs are also telling me that there was an error exchanging credentials. -- View this message in context: http://old.nabble.com/Problems-with-Fetchmail-RT-Mailgate-tp32503857p32503857.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From rgm at ast.cam.ac.uk Fri Sep 23 04:03:17 2011 From: rgm at ast.cam.ac.uk (Richard McMahon) Date: Fri, 23 Sep 2011 09:03:17 +0100 (BST) Subject: [rt-users] search for tickets with Date or Told Not set In-Reply-To: <20110909152134.GL71957@jibsheet.com> References: <20110909152134.GL71957@jibsheet.com> Message-ID: As suggested by Kevin I created an Issue in the RT issue system. Following some dialogue within the issue system with Ruslan Zakirov the following is a summary of the situation and my proposed solution which might be of interest to others. I would welcome comments and advice. It looks like the Told time "incorrectly" IMHO has a default value of Null whereas the other times have a default time of 1970-01-01 00:00:00 which is Unix/Posix time = 0. This effects RT4 as well since the 'bug' effects queries in RT on the Demo site. There might be good reasons for the above feature. I see two possible solutions: (i) NULL support for Times in TicketSQL [mentioned by by Kevin Falcone] This requires someone to do it and is not a breaking change. (ii) Change the default value for Told time to be the same as the other times. This might break existing scripts but is a short term fix. It also makes all times the same. I welcome opinions on this proposal below e.g. is it likely to break other extensions e.g. SLA Updating existing tickets UPDATE tickets SET Told='1970-01-01 00:00:00' WHERE told is null; This 'fixes' existing tickets. This then changes the default in the Table: ALTER TABLE Tickets COLUMN Told SET DEFAULT='1970-01-01 00:00:00' Thanks Richard On Fri, 9 Sep 2011, Kevin Falcone wrote: > Date: Fri, 9 Sep 2011 11:21:34 -0400 > From: Kevin Falcone > Reply-To: rt-users at lists.bestpractical.com > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] search for tickets with Date or Told Not set > > On Fri, Sep 09, 2011 at 03:34:28PM +0100, Richard McMahon wrote: >> Hello, >> >> I would like to search for tickets with Last Contact: Not >> set. i.e Told = 'Not set' or Told IS NULL in the query builder. >> >> Neither of the above return any tickets. This is an issues in RT 3.8 >> and I can reproduce the issues with the demo sites that run 4.0 and >> 4.2. >> >> The issue is part of specific query which is intended to check for >> tickets which have not had requestor contact for a week. >> >> i.e. Told < '-7 days' >> >> The above does not return the ticket where there has been no >> contact with the requestor by the owner since Last Contact: Not set >> >> I have searched this list, wiki and google without success. > > As I believe I mentioned on #rt when you asked this question, the > TicketSQL parser only accepts a few operators on Date fields. > > die "Invalid Date Op: $op" > unless $op =~ /^(=|>|<|>=|<=)$/; > > If you read your logs, you should be seeing: > [Fri Sep 9 15:19:08 2011] [error]: Invalid Date Op: IS > > You can file a feature request in the bug tracker: > http://bestpractical.com/rt/issues.html > > -kevin > ------------------------------------------------------------------- Dr. Richard G. McMahon | Phone (office) 44-(0)-1223-337519 University of Cambridge | (switchboard) 1223-337548 Institute of Astronomy | (secretary) 1223-337516 Madingley Rd | FAX 1223-337523 Cambridge, CB3 OHA, UK. | mobile 7885-409019 Office: Hoyle 18 | home 1223-359770 ------------------------------------------------------------------- email: rgm at ast.cam.ac.uk | WWW: http://www.ast.cam.ac.uk/~rgm richardgmcmahon at gmail.com | skype: richardgmcmahon ------------------------------------------------------------------- From Thibault.LeMeur at supelec.fr Fri Sep 23 06:20:42 2011 From: Thibault.LeMeur at supelec.fr (Thibault Le Meur) Date: Fri, 23 Sep 2011 12:20:42 +0200 Subject: [rt-users] Cloning a queue Message-ID: <4E7C5D7A.2090101@supelec.fr> Hello, I've got a running RT4 installation with a customized queue (templates, scrips, permissions). I'll need several queues with minor changes between them and thus intend to duplicate my first queue. Is there a way to create a new queue by using another as a "queue-template". I've found the "CloningQueue" wiki page (http://requesttracker.wikia.com/wiki/CloningQueues) but it seems outdated, so I'm wondering if tehre is something else working for RT4? If not, how do you guys handle this kind of need ? Thanks in advance, Thibault From Izz.Abdullah at hibbett.com Fri Sep 23 10:16:22 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Fri, 23 Sep 2011 09:16:22 -0500 Subject: [rt-users] Can't change relative path to saved search aftermigration (3.8.4 -> 4.0.2) In-Reply-To: References: Message-ID: I found this is an issue in working. http://issues.bestpractical.com/Ticket/Display.html?id=18001&user=guest&password=guest Any ideas when this would be completed? From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Thursday, September 22, 2011 5:00 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Can't change relative path to saved search aftermigration (3.8.4 -> 4.0.2) Hello all, I have setup a new instance of Request Tracker 4.0.2 and imported our 3.8.4 database to test before cutting off the 3.8.4 system. In some saved searches created in 3.8.4, we have "/rt" at the beginning. I opted not to do this in the 4.0.2 installation and basically have a https site internally which links to LDAP for authentication with the url of 'helpdesk'. Notice, there is NOT helpdesk/rt. In the Advanced portion of editing the query, I see in the format the following example: ' __id__/TITLE:#', '__Subject__/TITLE:Subject', '__Status__', '__QueueName__', '__OwnerName__', '__Priority__', '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' I have removed /rt from the beginning and hit 'Apply' to apply the changes, yet it is NOT staying that way. I have also tried replacing /rt with __WEBPATH__ and it still will not hold the changes. It automagically reverts back to having the /rt in the beginning of the relative path. Any suggestions other than recreating the saved searches within the new system? Thanks in advance! -------------- next part -------------- An HTML attachment was scrubbed... URL: From lab at pacbell.net Fri Sep 23 11:16:42 2011 From: lab at pacbell.net (20/20 Lab) Date: Fri, 23 Sep 2011 08:16:42 -0700 Subject: [rt-users] Problems with Fetchmail/RT Mailgate In-Reply-To: <32503857.post@talk.nabble.com> References: <32503857.post@talk.nabble.com> Message-ID: <4E7CA2DA.4080502@pacbell.net> On 09/23/2011 12:32 AM, josh.cole wrote: > I add an account on our 2007 Exchange server to receive e-mails for RT. I > configured fetchmail for the exchange pop account but it fails to > authenticate. I've tested the credentials and connection settings by setting > up the pop account in Outlook. It works without fail. The exchange server > does require a secure login method. If I wanted to have the e-mails > delivered directly to the RT server can I create the accounts in Postfix on > the RT server so that I can use to get tickets via email into the queue's? > Can someone show me what the fetchmail config should look like in that > scenario? > > fetchmail: Query status=3 (AUTHFAIL) > The logs are also telling me that there was an error exchanging credentials. |poll proto pop3 user "user" pass "password" to localuser here ssl The jist of how mine is set. -Matt | -------------- next part -------------- An HTML attachment was scrubbed... URL: From rainer at ultra-secure.de Fri Sep 23 11:38:19 2011 From: rainer at ultra-secure.de (Rainer Duffner) Date: Fri, 23 Sep 2011 17:38:19 +0200 Subject: [rt-users] Problems with Fetchmail/RT Mailgate In-Reply-To: <32503857.post@talk.nabble.com> References: <32503857.post@talk.nabble.com> Message-ID: <20110923173819.6f26cf4f@suse2.iptech.internal> Am Fri, 23 Sep 2011 00:32:52 -0700 (PDT) schrieb "josh.cole" : > > I add an account on our 2007 Exchange server to receive e-mails for > RT. I configured fetchmail for the exchange pop account but it fails > to authenticate. I've tested the credentials and connection settings > by setting up the pop account in Outlook. It works without fail. The > exchange server does require a secure login method. If I wanted to > have the e-mails delivered directly to the RT server can I create the > accounts in Postfix on the RT server so that I can use to get tickets > via email into the queue's? Can someone show me what the fetchmail > config should look like in that scenario? > > fetchmail: Query status=3 (AUTHFAIL) > The logs are also telling me that there was an error exchanging > credentials. Try verbose mode. IIRC, fetchmail is picky about the certificate. From trs at bestpractical.com Fri Sep 23 12:02:38 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 23 Sep 2011 12:02:38 -0400 Subject: [rt-users] RT4 Ubuntu Server 11.04 - Packaging RT to .deb In-Reply-To: References: Message-ID: <4E7CAD9E.50004@bestpractical.com> On 09/23/2011 01:06 AM, Alec Taylor wrote: > Damn acronyms. > > & thanks :] > > (will I miss out on many features from 4.0.1 to 4.0.2?) It's a bug fix release that addresses a number of visible issues. http://blog.bestpractical.com/2011/08/rt-402-released.html 4.0.3 is hopefully out soon, with even more bug fixes for annoying problems. You may want to pin request-tracker4 from Debian squeeze-backports so that you get the latest debs from our active Debian maintainer. Thomas From alec.taylor6 at gmail.com Fri Sep 23 12:04:00 2011 From: alec.taylor6 at gmail.com (Alec Taylor) Date: Sat, 24 Sep 2011 02:04:00 +1000 Subject: [rt-users] RT4 Ubuntu Server 11.04 - Packaging RT to .deb In-Reply-To: <4E7CAD9E.50004@bestpractical.com> References: <4E7CAD9E.50004@bestpractical.com> Message-ID: Okay, thanks. Will do On Sat, Sep 24, 2011 at 2:02 AM, Thomas Sibley wrote: > On 09/23/2011 01:06 AM, Alec Taylor wrote: >> Damn acronyms. >> >> & thanks :] >> >> (will I miss out on many features from 4.0.1 to 4.0.2?) > > It's a bug fix release that addresses a number of visible issues. > > http://blog.bestpractical.com/2011/08/rt-402-released.html > > 4.0.3 is hopefully out soon, with even more bug fixes for annoying > problems. ?You may want to pin request-tracker4 from Debian > squeeze-backports so that you get the latest debs from our active Debian > maintainer. > > Thomas > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ?September 26 & 27, 2011 > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 > From Thibault.LeMeur at supelec.fr Fri Sep 23 15:39:02 2011 From: Thibault.LeMeur at supelec.fr (Thibault Le Meur) Date: Fri, 23 Sep 2011 21:39:02 +0200 Subject: [rt-users] Cloning a queue In-Reply-To: <4E7C5D7A.2090101@supelec.fr> References: <4E7C5D7A.2090101@supelec.fr> Message-ID: <4E7CE056.5070909@supelec.fr> Replying to myself, Le 23/09/2011 12:20, Thibault Le Meur a ?crit : > I've found the "CloningQueue" wiki page > (http://requesttracker.wikia.com/wiki/CloningQueues) but it seems > outdated, so I'm wondering if tehre is something else working for RT4? > If not, how do you guys handle this kind of need ? I've adapted the code from the "CloningQueues" solution and ended up with a functionnal perl script that can be used to clone/merge a queue to another one (only its parameters). I don't really need integration to the GUI so that will be enough for me. Thibault From efinley.lists at gmail.com Fri Sep 23 19:12:31 2011 From: efinley.lists at gmail.com (Elliot Finley) Date: Fri, 23 Sep 2011 17:12:31 -0600 Subject: [rt-users] Cloning a queue In-Reply-To: <4E7CE056.5070909@supelec.fr> References: <4E7C5D7A.2090101@supelec.fr> <4E7CE056.5070909@supelec.fr> Message-ID: On Fri, Sep 23, 2011 at 1:39 PM, Thibault Le Meur wrote: > Replying to myself, > > Le 23/09/2011 12:20, Thibault Le Meur a ?crit : >> >> I've found the "CloningQueue" wiki page >> (http://requesttracker.wikia.com/wiki/CloningQueues) but it seems >> outdated, so I'm wondering if tehre is something else working for RT4? >> If not, how do you guys handle this kind of need ? > > I've adapted the code from the "CloningQueues" solution and ended up with a > functionnal perl script that can be used to clone/merge a queue to another > one (only its parameters). > I don't really need integration to the GUI so that will be enough for me. You should put your code on the Wiki so other people can make use of it. Elliot From Thibault.LeMeur at supelec.fr Mon Sep 26 04:38:00 2011 From: Thibault.LeMeur at supelec.fr (Thibault Le Meur) Date: Mon, 26 Sep 2011 10:38:00 +0200 Subject: [rt-users] Cloning a queue In-Reply-To: References: <4E7C5D7A.2090101@supelec.fr> <4E7CE056.5070909@supelec.fr> Message-ID: <4E8039E8.2080404@supelec.fr> Le 24/09/2011 01:12, Elliot Finley a ?crit : > I've adapted the code from the "CloningQueues" solution and ended up with a > functionnal perl script that can be used to clone/merge a queue to another > one (only its parameters). > I don't really need integration to the GUI so that will be enough for me. > You should put your code on the Wiki so other people can make use of it. Here it is: http://requesttracker.wikia.com/wiki/Rt-clonequeue (link is added in the External utils section in http://requesttracker.wikia.com/wiki/Contributions) Regards, Thibault From bart at pleh.info Mon Sep 26 06:09:48 2011 From: bart at pleh.info (Bart) Date: Mon, 26 Sep 2011 12:09:48 +0200 Subject: [rt-users] SLA Plugin - Maximum amount of hours? Message-ID: Hi, I'm currently fine-tuning our SLA's and am kinda running against some problems with the amount of hours you set. Currently my configuration looks like this (inc. BusinessHours): # --- > # BusinessHours Settings > # --- > Set( %ServiceBusinessHours, ( > 0 => { Name => 'Sunday', Start => 'undef', End => 'undef' }, > 1 => { Name => 'Monday', Start => '08:30', End => '18:00' }, > 2 => { Name => 'Tuesday', Start => '08:30', End => '18:00' }, > 3 => { Name => 'Wednesday', Start => '08:30', End => '18:00' }, > 4 => { Name => 'Thursday', Start => '08:30', End => '18:00' }, > 5 => { Name => 'Friday', Start => '08:30', End => '18:00' }, > 6 => { Name => 'Saturday', Start => 'undef', End => 'undef' }, > # Voorbeeld voor vakantie/feestdagen. De dagen waarop we geen SLA hebben. > #holidays => [qw(2011-01-01 2011-01-02 2011-01-03 2011-01-07 )], > ) > ); > # --- > # SLA Settings > # --- > Set( %ServiceAgreements, ( > Levels => { > '4' => { Resolve => { BusinessMinutes => 60*4 }, }, > '8' => { Resolve => { BusinessMinutes => 60*8 }, }, > '24' => { Resolve => { BusinessMinutes => 60*24 }, > }, > '48' => { Resolve => { BusinessMinutes => 60*48 }, > }, > '480' => { Resolve => { BusinessMinutes => 60*480 > }, }, > }, > ) > ); The SLA's 4, 8, 24 and 48 work as intended. But, the SLA 480 doesn't work at all, after applying it sets the Due date to "no value" and in the logs it gives a "Not set" notion. Here's the history log of a test ticket. # Mon Sep 26 11:48:04 2011 Enoch Root - SLA 4 changed to 8 > # Mon Sep 26 11:48:04 2011 The RT System itself - Due changed from Mon Sep > 26 15:44:49 2011 to Tue Sep 27 10:44:49 2011 > # Mon Sep 26 11:48:08 2011 Enoch Root - SLA 8 changed to 24 > # Mon Sep 26 11:48:08 2011 The RT System itself - Due changed from Tue Sep > 27 10:44:49 2011 to Wed Sep 28 17:44:49 2011 > # Mon Sep 26 11:48:13 2011 Enoch Root - SLA 24 changed to 48 > # Mon Sep 26 11:48:13 2011 The RT System itself - Due changed from Wed Sep > 28 17:44:49 2011 to Mon Oct 03 14:44:49 2011 > # Mon Sep 26 11:48:26 2011 Enoch Root - SLA 48 changed to *480* > # Mon Sep 26 11:48:26 2011 The RT System itself - Due changed from Mon Oct > 03 14:44:49 2011 to *Not set * I'm kinda stubbed since 480 comes down to 27000 minutes, I don't know if that's too much and if so what the maximum amount could be (16000 something?), if there's a maximum then we'd want to use that instead. In case your wondering, 480 is about 3 months. We want to use that setting for e.g. problems or long running changes. So, does anyone know if there's a limit to the height of the SLA plugin's resolve time in BusinessMinutes? -- Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From aris.blaauboer at clustervision.com Mon Sep 26 06:21:12 2011 From: aris.blaauboer at clustervision.com (Aris Blaauboer) Date: Mon, 26 Sep 2011 12:21:12 +0200 Subject: [rt-users] Help setting up an work flow in RT4 Message-ID: Hello, I am trying to set up a work flow with RT4.0.2. I am following the example in the wiki (http://requesttracker.wikia.com/wiki/WorkFlow) but am having a bit of trouble getting it to work. I have a fresh install of RT4.0.2 on CentOS 6. I have gotten the template to work after I removed all leading spaces, but I can't get the scrip to work. When I create a ticket in the "Installation" queue (I followed the example to the letter) I can see scrip3 and scrip4 being called, but not the scrip that should run when the custom field "Power" is set to "Required". When I try to change the setting in an already existing ticket I can see that the custom condition "FieldRequired" is reporting an error: "Can't locate RT/Condition/Generic.pm in @INC" As the example mentions RT3.4.2, I figured that this scrip might not work on RT4.0.2. But i really have no idea how to adapt it properly. I removed all leading spaces in the file FieldRequired.pm, but that did not do the trick. Can anyone help me with this, or point me in the right direction on how to set this up in RT4? Thanks, Aris -------------- next part -------------- An HTML attachment was scrubbed... URL: From mbelegni at yahoo.it Mon Sep 26 06:45:24 2011 From: mbelegni at yahoo.it (Massimo Belegni) Date: Mon, 26 Sep 2011 11:45:24 +0100 (BST) Subject: [rt-users] How to change Subjet on forward a ticket In-Reply-To: <1316521815.32764.YahooMailNeo@web132310.mail.ird.yahoo.com> References: <1316158282.54140.YahooMailNeo@web132311.mail.ird.yahoo.com> <1316521815.32764.YahooMailNeo@web132310.mail.ird.yahoo.com> Message-ID: <1317033924.26143.YahooMailNeo@web132317.mail.ird.yahoo.com> :( Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon Sep 26 10:11:45 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 26 Sep 2011 10:11:45 -0400 Subject: [rt-users] SLA Plugin - Maximum amount of hours? In-Reply-To: References: Message-ID: <4E808821.4060003@bestpractical.com> On 09/26/2011 06:09 AM, Bart wrote: > I'm kinda stubbed since 480 comes down to 27000 minutes, I don't know if > that's too much and if so what the maximum amount could be (16000 > something?), if there's a maximum then we'd want to use that instead. > > In case your wondering, 480 is about 3 months. We want to use that > setting for e.g. problems or long running changes. > > So, does anyone know if there's a limit to the height of the SLA > plugin's resolve time in BusinessMinutes? >From the add_seconds method in Business::Hours: # the maximum time after which we stop searching for business hours my $MAXTIME = ( 30 * 24 * 60 * 60 ); # 30 days and later: if ( $end >= $start + $MAXTIME ) { return -1; } I believe this arbitrary limit is to prevent endless loops with pathological configurations and bound the search time. It's come up before on this mailing list, and I know some folks have simply patched the module to use a higher $MAXTIME. Thomas From bart at pleh.info Mon Sep 26 11:10:35 2011 From: bart at pleh.info (Bart) Date: Mon, 26 Sep 2011 17:10:35 +0200 Subject: [rt-users] SLA Plugin - Maximum amount of hours? In-Reply-To: <4E808821.4060003@bestpractical.com> References: <4E808821.4060003@bestpractical.com> Message-ID: Thanks for looking it up. I guess we'll have to set it to a lower value, or maybe leave the Due field empty for our problems / changes. -- Bart 2011/9/26 Thomas Sibley > On 09/26/2011 06:09 AM, Bart wrote: > > I'm kinda stubbed since 480 comes down to 27000 minutes, I don't know if > > that's too much and if so what the maximum amount could be (16000 > > something?), if there's a maximum then we'd want to use that instead. > > > > In case your wondering, 480 is about 3 months. We want to use that > > setting for e.g. problems or long running changes. > > > > So, does anyone know if there's a limit to the height of the SLA > > plugin's resolve time in BusinessMinutes? > > From the add_seconds method in Business::Hours: > > # the maximum time after which we stop searching for business hours > my $MAXTIME = ( 30 * 24 * 60 * 60 ); # 30 days > > and later: > > if ( $end >= $start + $MAXTIME ) { > return -1; > } > > I believe this arbitrary limit is to prevent endless loops with > pathological configurations and bound the search time. It's come up > before on this mailing list, and I know some folks have simply patched > the module to use a higher $MAXTIME. > > Thomas > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon Sep 26 11:16:11 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 26 Sep 2011 11:16:11 -0400 Subject: [rt-users] SLA Plugin - Maximum amount of hours? In-Reply-To: References: <4E808821.4060003@bestpractical.com> Message-ID: <4E80973B.9060508@bestpractical.com> On 09/26/2011 11:10 AM, Bart wrote: > Thanks for looking it up. > > I guess we'll have to set it to a lower value, or maybe leave the Due > field empty for our problems / changes. A due date of 3 months for open-ended tickets seems arbitrary. It would make sense to me to just leave Due empty in that case. :) Thomas From efinley.lists at gmail.com Mon Sep 26 11:30:51 2011 From: efinley.lists at gmail.com (Elliot Finley) Date: Mon, 26 Sep 2011 09:30:51 -0600 Subject: [rt-users] Cloning a queue In-Reply-To: <4E8039E8.2080404@supelec.fr> References: <4E7C5D7A.2090101@supelec.fr> <4E7CE056.5070909@supelec.fr> <4E8039E8.2080404@supelec.fr> Message-ID: On Mon, Sep 26, 2011 at 2:38 AM, Thibault Le Meur wrote: > Here it is: > http://requesttracker.wikia.com/wiki/Rt-clonequeue > (link is ?added in the External utils section in > http://requesttracker.wikia.com/wiki/Contributions) Thank you! Elliot From css115 at psu.edu Mon Sep 26 16:08:36 2011 From: css115 at psu.edu (Christopher Stahl) Date: Mon, 26 Sep 2011 16:08:36 -0400 Subject: [rt-users] Global setting for Rows per page in Search Preferences Message-ID: <2E0F0862-D8CE-4FE4-AF27-A73569D5FC84@psu.edu> I just can't find a global setting to change the number of Rows per page for search results. It currently defaults to 50. This wouldn't be a problem, but when I create a saved search and add it to our group dashboard, only 50 show up with no pagination option. Am I missing something there? I can set this option for myself under Settings->Search Preferences. Could somebody tell me where to change this globally or the option to add in RT_SiteConfig? thanks, chris From todd at chaka.net Mon Sep 26 22:22:40 2011 From: todd at chaka.net (Todd Chapman) Date: Mon, 26 Sep 2011 22:22:40 -0400 Subject: [rt-users] Revoking system wide ModifyCustomField in RT4? Message-ID: Hi RT Users, Where in RT 4 would I revoke a system-wide ModifyCustomField right for a user defined group? I believe this right was granted in RT3. Here's the query that HasRight eventually performs: mysql> SELECT * FROM ACL, Principals, CachedGroupMembers WHERE Principals.id = ACL.PrincipalId AND Principals.PrincipalType = 'Group' AND Principals.Disabled = 0 AND CachedGroupMembers.GroupId = ACL.PrincipalId AND CachedGroupMembers.GroupId = Principals.id AND CachedGroupMembers.MemberId = 4538 AND CachedGroupMembers.Disabled = 0 AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::CustomField' AND ACL.ObjectId = 12)) AND (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ModifyCustomField') \G *************************** 1. row *************************** id: 725 PrincipalType: Group PrincipalId: 686 RightName: ModifyCustomField ObjectType: RT::System ObjectId: 1 Creator: 0 Created: NULL LastUpdatedBy: 0 LastUpdated: NULL id: 686 PrincipalType: Group ObjectId: 686 Disabled: 0 id: 9884 GroupId: 686 MemberId: 4538 Via: 9884 ImmediateParentId: 686 Disabled: 0 1 row in set (0.00 sec) Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From gerard at eve-team.com Tue Sep 27 05:44:47 2011 From: gerard at eve-team.com (Gerard FENELON) Date: Tue, 27 Sep 2011 11:44:47 +0200 Subject: [rt-users] Global setting for Rows per page in Search Preferences In-Reply-To: <2E0F0862-D8CE-4FE4-AF27-A73569D5FC84@psu.edu> References: <2E0F0862-D8CE-4FE4-AF27-A73569D5FC84@psu.edu> Message-ID: <4E819B0F.7050504@eve-team.com> Chris In RT3.8 /opt/rt3/etc/RT_SiteConfig.pm:Set($DefaultSummaryRows, 25); Gerard On 2011-09-26 22:08, Christopher Stahl wrote: > I just can't find a global setting to change the number of Rows per page for search results. It currently defaults to 50. This wouldn't be a problem, but when I create a saved search and add it to our group dashboard, only 50 show up with no pagination option. Am I missing something there? > > I can set this option for myself under Settings->Search Preferences. Could somebody tell me where to change this globally or the option to add in RT_SiteConfig? > > thanks, > chris From todd at chaka.net Tue Sep 27 08:45:24 2011 From: todd at chaka.net (Todd Chapman) Date: Tue, 27 Sep 2011 08:45:24 -0400 Subject: [rt-users] Bug in /Articles/Article/Edit.html Message-ID: No checking of ModifyCustomField right is done, so all CFs are presented as editable when some are not. -------------- next part -------------- An HTML attachment was scrubbed... URL: From fireskyer at gmx.de Tue Sep 27 08:51:22 2011 From: fireskyer at gmx.de (john s.) Date: Tue, 27 Sep 2011 05:51:22 -0700 (PDT) Subject: [rt-users] Problem with own CF scrip In-Reply-To: <32503721.post@talk.nabble.com> References: <32503721.post@talk.nabble.com> Message-ID: <32527254.post@talk.nabble.com> Does anybody understand which problem i have ... ? Or are my details which i 've mentioned here induce to much more confusing ? best regards john ... -- View this message in context: http://old.nabble.com/Problem-with-own--CF-scrip-tp32503721p32527254.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From trs at bestpractical.com Tue Sep 27 09:00:52 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 27 Sep 2011 09:00:52 -0400 Subject: [rt-users] Revoking system wide ModifyCustomField in RT4? In-Reply-To: References: Message-ID: <4E81C904.1010801@bestpractical.com> On 09/26/2011 10:22 PM, Todd Chapman wrote: > Where in RT 4 would I revoke a system-wide ModifyCustomField right for a > user defined group? I believe this right was granted in RT3. The same place it was in RT 3. Configuration ? Global ? Group Rights. Thomas From todd at chaka.net Tue Sep 27 09:54:33 2011 From: todd at chaka.net (Todd Chapman) Date: Tue, 27 Sep 2011 09:54:33 -0400 Subject: [rt-users] Revoking system wide ModifyCustomField in RT4? In-Reply-To: <4E81C904.1010801@bestpractical.com> References: <4E81C904.1010801@bestpractical.com> Message-ID: Wow, I'm losing it. Thanks Thomas. On Tue, Sep 27, 2011 at 9:00 AM, Thomas Sibley wrote: > On 09/26/2011 10:22 PM, Todd Chapman wrote: > > Where in RT 4 would I revoke a system-wide ModifyCustomField right for a > > user defined group? I believe this right was granted in RT3. > > The same place it was in RT 3. Configuration ? Global ? Group Rights. > > Thomas > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Sep 27 11:58:19 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 27 Sep 2011 08:58:19 -0700 Subject: [rt-users] Revoking system wide ModifyCustomField in RT4? In-Reply-To: <4E81C904.1010801@bestpractical.com> References: <4E81C904.1010801@bestpractical.com> Message-ID: Todd, I thought it would be Config->CustomFields->(select field)->Group Rights. Kenn LBNL On Tue, Sep 27, 2011 at 6:00 AM, Thomas Sibley wrote: > On 09/26/2011 10:22 PM, Todd Chapman wrote: > > Where in RT 4 would I revoke a system-wide ModifyCustomField right for a > > user defined group? I believe this right was granted in RT3. > > The same place it was in RT 3. Configuration ? Global ? Group Rights. > > Thomas > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Sep 27 12:11:35 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 27 Sep 2011 12:11:35 -0400 Subject: [rt-users] Revoking system wide ModifyCustomField in RT4? In-Reply-To: References: <4E81C904.1010801@bestpractical.com> Message-ID: <4E81F5B7.7030106@bestpractical.com> On 09/27/2011 11:58 AM, Kenneth Crocker wrote: > I thought it would be Config->CustomFields->(select field)->Group Rights. Yep, ModifyCustomField is there too, but Todd said it was a system-wide right and didn't say it was limited to only one CF. Thomas From kfcrocker at lbl.gov Tue Sep 27 12:13:55 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 27 Sep 2011 09:13:55 -0700 Subject: [rt-users] Revoking system wide ModifyCustomField in RT4? In-Reply-To: <4E81F5B7.7030106@bestpractical.com> References: <4E81C904.1010801@bestpractical.com> <4E81F5B7.7030106@bestpractical.com> Message-ID: Thomas, Oh yea. The "Global" part. DUH. Kenn On Tue, Sep 27, 2011 at 9:11 AM, Thomas Sibley wrote: > On 09/27/2011 11:58 AM, Kenneth Crocker wrote: > > I thought it would be Config->CustomFields->(select field)->Group Rights. > > Yep, ModifyCustomField is there too, but Todd said it was a system-wide > right and didn't say it was limited to only one CF. > > Thomas > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From lb at mpexnet.de Tue Sep 27 12:37:47 2011 From: lb at mpexnet.de (Lars Braeuer) Date: Tue, 27 Sep 2011 18:37:47 +0200 Subject: [rt-users] Bug or feature? Unpriviledged users see first article via webinterface Message-ID: <4E81FBDB.9030609@mpexnet.de> Hi, I was wondering if it is possible to allow a priviledged user to start a ticket as type "comment" instead type "reply". We are using 4.0.0 and I haven't seen anything like this in the changelog of 4.0.{1,2}. We have the following problem: Sometimes we open a new ticket (i.e. "New ticket in ..." button) *without* a Requestor on the ticket, we then usually write an internal starting comment as ticket kick off. This text which we want to be an internal comment is internally saved by RT as type "Reply". So if we later on add a Requestor to the ticket and give that requestor unpriviledged access to the RT webinterface, he will be able to see the initial text which was supposed to be an internal comment. So limiting the initial ticket opening process to the "reply" type seems to be somewhat inflexible. Having the ability to pick in between "comment" and "reply" when opening a new ticket via the webinterface would be very, very helpful. Until now we always create new tickets just with the text "Ticket creation", and then add a comment. But this is very annoying. Is there just an option/right I have missed to set correctly? Regards, Lars From yan at seiner.com Tue Sep 27 15:17:47 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 27 Sep 2011 12:17:47 -0700 (PDT) Subject: [rt-users] RT CLI linking tickets Message-ID: <499ad95a4550f5f87466e45e92adb991.squirrel@mail.seiner.com> What's the proper incantation for linking tickets via the CLI? rt help link says: rt link 2 dependson 3 but it does: root at svr-rt:~# /opt/rt4/bin/rt link 4 dependson 3 rt: Different ids in URL (`//REST/1.0/ticket/link') and submitted form (`4'). Google comes up short on that cryptic error. -- In 2012 we get to choose whether to throw out the baby with the bathwater, deny that the baby needs a bath, or have the government pay for the baby and the bathwater. From ddm at bartol.udel.edu Tue Sep 27 16:59:36 2011 From: ddm at bartol.udel.edu (Daniel De Marco) Date: Tue, 27 Sep 2011 16:59:36 -0400 Subject: [rt-users] requestor field in dashboards Message-ID: <20110927205936.GA24632@yakko.bartol.udel.edu> Hi, is it possible to change the requestor field in dashboards so that it displays the requestor name instead of the requestor email address? It would save some horizontal space, allowing more useful information to be displayed. I looked a bit into the webinterface, but I didn't see anything obvious. Is there a way? Thanks, Daniel. From Sharon.Belliveau at frb.gov Tue Sep 27 17:06:04 2011 From: Sharon.Belliveau at frb.gov (Sharon.Belliveau at frb.gov) Date: Tue, 27 Sep 2011 17:06:04 -0400 Subject: [rt-users] More tickets Indicator on RT-at-a-Glance search results In-Reply-To: References: Message-ID: <20110927210304.26AA22C4373@ibastion.frb.gov> Hello - We've had several users ask if dashboards on the RT-at-a-Glance page could include an indicator that there are more tickets for this search. For example, each dashboard shows the first 15 (or whatever number is set in Preferences) tickets returned by the search. There is no hint that there are more tickets that match the search criteria. Any suggestions on how we could add an arrow or a 'More' link or other such indicator to the dashboard? Sharon Belliveau Application Design + Development Research & Statistics Federal Reserve Board From josh.cole at fresno.edu Tue Sep 27 17:26:02 2011 From: josh.cole at fresno.edu (josh.cole) Date: Tue, 27 Sep 2011 14:26:02 -0700 (PDT) Subject: [rt-users] Problems with Fetchmail/RT Mailgate In-Reply-To: <20110923173819.6f26cf4f@suse2.iptech.internal> References: <32503857.post@talk.nabble.com> <20110923173819.6f26cf4f@suse2.iptech.internal> Message-ID: <32544661.post@talk.nabble.com> To simplify, I enabled pop on another one of our exchange servers. I changed the login method on it so that it is not secure. I configured the pop account on my machine and was able to authenticate from my email client. I am receiving the same error with fetchmail which is really frustrating. New fetchmail config: set daemon 60 set invisible set no bouncemail set no syslog set logfile /var/log/fetchmail.log poll exchange3 protocol pop3 username "user" password "password" mda "/usr/bin/rt-mailgate --queue general --action correspond --url http://localhost/rt/" no keep Rainer Duffner wrote: > > Am Fri, 23 Sep 2011 00:32:52 -0700 (PDT) > schrieb "josh.cole" : > >> >> I add an account on our 2007 Exchange server to receive e-mails for >> RT. I configured fetchmail for the exchange pop account but it fails >> to authenticate. I've tested the credentials and connection settings >> by setting up the pop account in Outlook. It works without fail. The >> exchange server does require a secure login method. If I wanted to >> have the e-mails delivered directly to the RT server can I create the >> accounts in Postfix on the RT server so that I can use to get tickets >> via email into the queue's? Can someone show me what the fetchmail >> config should look like in that scenario? >> >> fetchmail: Query status=3 (AUTHFAIL) >> The logs are also telling me that there was an error exchanging >> credentials. > > > Try verbose mode. > IIRC, fetchmail is picky about the certificate. > > > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 > > -- View this message in context: http://old.nabble.com/Problems-with-Fetchmail-RT-Mailgate-tp32503857p32544661.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From kristofer at cybernetik.net Wed Sep 28 01:33:38 2011 From: kristofer at cybernetik.net (Kristofer Pettijohn) Date: Wed, 28 Sep 2011 00:33:38 -0500 Subject: [rt-users] Remove ticket number/tag from subject Message-ID: Hello, I am currently using OTRS, and am evaluating RT. One feature that OTRS has that is a requirement for us is to remove the ticket number from the subject line and leave the customers subjects in tact, yet being able to change the title of the ticket in the system. Is RT able to do this? Parse incoming emails and match replies to the ticket by message-id's and references, as well as retain the original subject of the email but yet keep our adjusted ticket title in the system? Kris From ruz at bestpractical.com Wed Sep 28 05:42:04 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 28 Sep 2011 13:42:04 +0400 Subject: [rt-users] Remove ticket number/tag from subject In-Reply-To: References: Message-ID: Hi, I recall some solution was posted a few years back to the list or wiki, but don't remember anyone wrapped it as an extension. On Wed, Sep 28, 2011 at 9:33 AM, Kristofer Pettijohn wrote: > Hello, > > I am currently using OTRS, and am evaluating RT. ?One feature that OTRS has that is a requirement for us is to remove the ticket number from the subject line and leave the customers subjects in tact, yet being able to change the title of the ticket in the system. > > Is RT able to do this? ?Parse incoming emails and match replies to the ticket by message-id's and references, as well as retain the original subject of the email but yet keep our adjusted ticket title in the system? > > Kris > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ?September 26 & 27, 2011 > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From tjrc at sanger.ac.uk Wed Sep 28 05:54:08 2011 From: tjrc at sanger.ac.uk (Dr Tim Cutts) Date: Wed, 28 Sep 2011 10:54:08 +0100 Subject: [rt-users] Remove ticket number/tag from subject In-Reply-To: References: Message-ID: <673F6A6B-E89C-492F-905C-A8CD6C552357@sanger.ac.uk> On 28 Sep 2011, at 10:42, Ruslan Zakirov wrote: > Hi, > > I recall some solution was posted a few years back to the list or > wiki, but don't remember anyone wrapped it as an extension. I suspect any such method will be quite fragile, since it will depend closely on the end user's mail user agent, and their mail provider's mail transfer agent, doing the right thing with message ID's, In-reply-to headers and so on. In my experience quite a lot of mail clients don't do that properly. Regards, Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From ruz at bestpractical.com Wed Sep 28 06:11:19 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 28 Sep 2011 14:11:19 +0400 Subject: [rt-users] More tickets Indicator on RT-at-a-Glance search results In-Reply-To: <20110927210304.26AA22C4373@ibastion.frb.gov> References: <20110927210304.26AA22C4373@ibastion.frb.gov> Message-ID: Hi, I'm pretty sure it's doable, but there is no such thing out of the box. You start from share/html/Elements/MyRT and move to share/html/Elements/ShowSearch. On Wed, Sep 28, 2011 at 1:06 AM, wrote: > Hello - > > We've had several users ask if dashboards on the RT-at-a-Glance page could > include an indicator that there are more tickets for this search. For > example, each dashboard shows the first 15 (or whatever number is set in > Preferences) tickets returned by the search. There is no hint that there > are more tickets that match the search criteria. > > Any suggestions on how we could add an arrow or a 'More' link or other such > indicator to the dashboard? > > Sharon Belliveau > Application Design + Development > Research & Statistics > Federal Reserve Board > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ?September 26 & 27, 2011 > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 -- Best regards, Ruslan. From ruz at bestpractical.com Wed Sep 28 06:14:57 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 28 Sep 2011 14:14:57 +0400 Subject: [rt-users] requestor field in dashboards In-Reply-To: <20110927205936.GA24632@yakko.bartol.udel.edu> References: <20110927205936.GA24632@yakko.bartol.udel.edu> Message-ID: Hi, How users displayed in the UI controlled by config option $UsernameFormat. On Wed, Sep 28, 2011 at 12:59 AM, Daniel De Marco wrote: > Hi, > > is it possible to change the requestor field in dashboards so that it > displays the requestor name instead of the requestor email address? > It would save some horizontal space, allowing more useful information to > be displayed. > > I looked a bit into the webinterface, but I didn't see anything obvious. > Is there a way? > > Thanks, Daniel. > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ?September 26 & 27, 2011 > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From ddm at bartol.udel.edu Wed Sep 28 07:58:32 2011 From: ddm at bartol.udel.edu (Daniel De Marco) Date: Wed, 28 Sep 2011 07:58:32 -0400 Subject: [rt-users] requestor field in dashboards In-Reply-To: References: <20110927205936.GA24632@yakko.bartol.udel.edu> Message-ID: <20110928115832.GA31597@yakko.bartol.udel.edu> Ruslan, thanks for your answer, however $UsernameFormat seems to only work for fields like LastUpdatedBy and OwnerName, but not for Requestors. I still have $UsernameFormat set, by default, to "concise", but in the dashboard for the requestor column I get email addresses. Thanks, Daniel. * Ruslan Zakirov [09/28/2011 06:14]: > Hi, > > How users displayed in the UI controlled by config option $UsernameFormat. > > On Wed, Sep 28, 2011 at 12:59 AM, Daniel De Marco wrote: > > Hi, > > > > is it possible to change the requestor field in dashboards so that it > > displays the requestor name instead of the requestor email address? > > It would save some horizontal space, allowing more useful information to > > be displayed. > > > > I looked a bit into the webinterface, but I didn't see anything obvious. > > Is there a way? > > > > Thanks, Daniel. > > > > > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * ?Chicago, IL, USA ?September 26 & 27, 2011 > > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > > * ?Washington DC, USA ?October 31 & November 1, 2011 > > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > > * ?Barcelona, Spain ?November 28 & 29, 2011 > > > > > > -- > Best regards, Ruslan. From trs at bestpractical.com Wed Sep 28 08:36:32 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 28 Sep 2011 08:36:32 -0400 Subject: [rt-users] Remove ticket number/tag from subject In-Reply-To: <673F6A6B-E89C-492F-905C-A8CD6C552357@sanger.ac.uk> References: <673F6A6B-E89C-492F-905C-A8CD6C552357@sanger.ac.uk> Message-ID: <4E8314D0.5020404@bestpractical.com> On 09/28/2011 05:54 AM, Dr Tim Cutts wrote: >> I recall some solution was posted a few years back to the list or >> wiki, but don't remember anyone wrapped it as an extension. > > I suspect any such method will be quite fragile, since it will depend > closely on the end user's mail user agent, and their mail provider's > mail transfer agent, doing the right thing with message ID's, > In-reply-to headers and so on. In my experience quite a lot of mail > clients don't do that properly. The other problem such header matching creates is attaching email to completely unrelated existing tickets when a person tries to create a new ticket by replying to a ticket mail and clearing the subject and content. This question comes up on the mailing list from time to time. I suggest you search the archives. Thomas From trs at bestpractical.com Wed Sep 28 08:38:02 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 28 Sep 2011 08:38:02 -0400 Subject: [rt-users] requestor field in dashboards In-Reply-To: <20110928115832.GA31597@yakko.bartol.udel.edu> References: <20110927205936.GA24632@yakko.bartol.udel.edu> <20110928115832.GA31597@yakko.bartol.udel.edu> Message-ID: <4E83152A.7090103@bestpractical.com> On 09/28/2011 07:58 AM, Daniel De Marco wrote: > thanks for your answer, however $UsernameFormat seems to only work for > fields like LastUpdatedBy and OwnerName, but not for Requestors. > I still have $UsernameFormat set, by default, to "concise", but in the > dashboard for the requestor column I get email addresses. Do users for those requestors actually have usernames that aren't their email addresses? Check in the admin UI. Thomas From jm130794 at gmail.com Wed Sep 28 09:16:22 2011 From: jm130794 at gmail.com (jm130794) Date: Wed, 28 Sep 2011 15:16:22 +0200 Subject: [rt-users] RT and Kerberos Message-ID: Hello, For the moment we use RT 3.8.2. Tomorrow, we'll try to move to RT 4.0.2. We have a question : is it possible to authenticate our users with Kerberos with release 4.0.2 ? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From kristofer at cybernetik.net Wed Sep 28 09:18:59 2011 From: kristofer at cybernetik.net (Kristofer Pettijohn) Date: Wed, 28 Sep 2011 08:18:59 -0500 (CDT) Subject: [rt-users] Remove ticket number/tag from subject In-Reply-To: <4E8314D0.5020404@bestpractical.com> Message-ID: <01e1553d-d94f-4502-9e04-8fa30ffd9a82@zimbrane-01.cybernetik.net> > The other problem such header matching creates is attaching email to > completely unrelated existing tickets when a person tries to create a > new ticket by replying to a ticket mail and clearing the subject and > content. > > This question comes up on the mailing list from time to time. I suggest > you search the archives. That is an issue less than 1% of the time for us, which we can easily resolve in OTRS by clicking "Split" which splits that article into a new ticket. Beyond that, we have done something where a new ticket is created if an old closed ticket over a certain time-frame is replied to. This particular situation has been the only nuisance with handling tickets this way, but it happens so infrequently that it hasn't been an issue. I do remember trying to manually code this message-id matching into RT about 10 years ago, and back in that day so many different email clients were in use and weren't following the "rules" per say, that it was too much of an issue to deal with. I haven't had any issues with OTRS not matching an email to the correct ticket yet. I think it may do a little more than just scan the headers, also, but I haven't had time to look at the code. I was hoping RT would have been to that point by now, but maybe this could be an opportunity for me to contribute some code. :) Kris From trs at bestpractical.com Wed Sep 28 09:28:38 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 28 Sep 2011 09:28:38 -0400 Subject: [rt-users] RT and Kerberos In-Reply-To: References: Message-ID: <4E832106.20801@bestpractical.com> On 09/28/2011 09:16 AM, jm130794 wrote: > Hello, > > For the moment we use RT 3.8.2. Tomorrow, we'll try to move to RT 4.0.2. > We have a question : is it possible to authenticate our users with > Kerberos with release 4.0.2 ? Yes, and it's possible with 3.8.2 as well. You use the mod_auth_kerb Apache module and tell RT to trust Apache's authentication variables with the $WebExternalAuth option. This SSO solution is well discussed on the mailing list archives. Thomas From ddm at bartol.udel.edu Wed Sep 28 10:11:17 2011 From: ddm at bartol.udel.edu (Daniel De Marco) Date: Wed, 28 Sep 2011 10:11:17 -0400 Subject: [rt-users] requestor field in dashboards In-Reply-To: <4E83152A.7090103@bestpractical.com> References: <20110927205936.GA24632@yakko.bartol.udel.edu> <20110928115832.GA31597@yakko.bartol.udel.edu> <4E83152A.7090103@bestpractical.com> Message-ID: <20110928141117.GA23700@yakko.bartol.udel.edu> yes, they do. For example in the dashboard I have both the Requestor and LastUpdatedBy fields. For the same person I get the full email in the Requestor field and the username in the LastUpdatedBy field... Daniel. * Thomas Sibley [09/28/2011 08:38]: > On 09/28/2011 07:58 AM, Daniel De Marco wrote: > > thanks for your answer, however $UsernameFormat seems to only work for > > fields like LastUpdatedBy and OwnerName, but not for Requestors. > > I still have $UsernameFormat set, by default, to "concise", but in the > > dashboard for the requestor column I get email addresses. > > Do users for those requestors actually have usernames that aren't their > email addresses? Check in the admin UI. > > Thomas > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 From trs at bestpractical.com Wed Sep 28 10:19:58 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 28 Sep 2011 10:19:58 -0400 Subject: [rt-users] requestor field in dashboards In-Reply-To: <20110928141117.GA23700@yakko.bartol.udel.edu> References: <20110927205936.GA24632@yakko.bartol.udel.edu> <20110928115832.GA31597@yakko.bartol.udel.edu> <4E83152A.7090103@bestpractical.com> <20110928141117.GA23700@yakko.bartol.udel.edu> Message-ID: <4E832D0E.30907@bestpractical.com> On 09/28/2011 10:11 AM, Daniel De Marco wrote: > yes, they do. For example in the dashboard I have both the Requestor and > LastUpdatedBy fields. For the same person I get the full email in the > Requestor field and the username in the LastUpdatedBy field... Just looked at the column map in share/html/Elements/RT__Ticket/ColumnMap and Requestors is always a comma separate list of email addresses in search results. You could use the Once there callback to add your own column, RequestorNames or RequestorFormatted (and use ShowUser). https://github.com/bestpractical/rtx-ticketlist-transactions has examples of the two callbacks you'd want to hook. Thomas From lb at mpexnet.de Wed Sep 28 10:52:44 2011 From: lb at mpexnet.de (Lars Braeuer) Date: Wed, 28 Sep 2011 16:52:44 +0200 Subject: [rt-users] Limiting the information unprivileged users are able to see via the webinterface Message-ID: <4E8334BC.6030305@mpexnet.de> Hello, is there a way in RT 4.x to reduce the information an unprivileged user can see when he's accessing his tickets via the RT webinterface? The only information I want the user to see are the replies concerning his tickets and no other information like the change of owner, addition or removal of AdminCC user, etc. I couldn't find an appropriate setting or right to reduce the output. Best regards, Lars From ddm at bartol.udel.edu Wed Sep 28 11:04:11 2011 From: ddm at bartol.udel.edu (Daniel De Marco) Date: Wed, 28 Sep 2011 11:04:11 -0400 Subject: [rt-users] requestor field in dashboards In-Reply-To: <4E832D0E.30907@bestpractical.com> References: <20110927205936.GA24632@yakko.bartol.udel.edu> <20110928115832.GA31597@yakko.bartol.udel.edu> <4E83152A.7090103@bestpractical.com> <20110928141117.GA23700@yakko.bartol.udel.edu> <4E832D0E.30907@bestpractical.com> Message-ID: <20110928150411.GA26278@yakko.bartol.udel.edu> Thomas, * Thomas Sibley [09/28/2011 10:20]: > You could use the Once there callback to add your own column, > RequestorNames or RequestorFormatted (and use ShowUser). > > https://github.com/bestpractical/rtx-ticketlist-transactions has > examples of the two callbacks you'd want to hook. thanks a lot. I used the callback as you suggested and it's working great! Thanks also for the examples, they were very helpful. Daniel. From jvdwege at xs4all.nl Wed Sep 28 11:08:17 2011 From: jvdwege at xs4all.nl (Joop) Date: Wed, 28 Sep 2011 17:08:17 +0200 Subject: [rt-users] Limiting the information unprivileged users are able to see via the webinterface In-Reply-To: <4E8334BC.6030305@mpexnet.de> References: <4E8334BC.6030305@mpexnet.de> Message-ID: <4E833861.10504@xs4all.nl> Lars Braeuer wrote: > Hello, > > is there a way in RT 4.x to reduce the information an unprivileged user can see when he's accessing > his tickets via the RT webinterface? > Yes, use Callbacks to skip the transactions you don't want. The Callback you want to add is: /opt/rt3/local/html/Callbacks/mococo/Ticket/Elements/ShowHistory/SkipTransaction with SkipTransaction having something like: <%init> my $myskip=0; if ( $Transaction->Type =~ /^(Set|Told)$/ ) { if ( $Transaction->Field =~ /^(TimeWorked|Told|Starts|Started|Due)$/ ) { $myskip = 1; } else { $myskip = 0; } } $$skip=$myskip; <%args> $Transaction => undef $skip Which skips the TimeWorked,Told,Starts,Started,Due transactions. You might want to consider modifying other files in SelfService to not show the user who worked on it but to show for example 'helpdesk'. Greetings, Joop From trs at bestpractical.com Wed Sep 28 11:13:26 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 28 Sep 2011 11:13:26 -0400 Subject: [rt-users] Limiting the information unprivileged users are able to see via the webinterface In-Reply-To: <4E833861.10504@xs4all.nl> References: <4E8334BC.6030305@mpexnet.de> <4E833861.10504@xs4all.nl> Message-ID: <4E833996.8000002@bestpractical.com> On 09/28/2011 11:08 AM, Joop wrote: >> is there a way in RT 4.x to reduce the information an unprivileged >> user can see when he's accessing >> his tickets via the RT webinterface? >> > Yes, use Callbacks to skip the transactions you don't want. > The Callback you want to add is: > /opt/rt3/local/html/Callbacks/mococo/Ticket/Elements/ShowHistory/SkipTransaction Note that this callback also applies to the normal ticket history display, not just self service. To affect just self service, you should put something like this as the first <%init> line: return if $session{'CurrentUser'}->Privileged; Thomas From falcone at bestpractical.com Wed Sep 28 13:37:51 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 28 Sep 2011 13:37:51 -0400 Subject: [rt-users] Bug in /Articles/Article/Edit.html In-Reply-To: References: Message-ID: <20110928173751.GB40151@jibsheet.com> On Tue, Sep 27, 2011 at 08:45:24AM -0400, Todd Chapman wrote: > No checking of ModifyCustomField right is done, so all CFs are presented as editable when some > are not. Does it actually allow editing, or does it just misleadingly display them? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Sep 28 13:43:21 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 28 Sep 2011 13:43:21 -0400 Subject: [rt-users] RT CLI linking tickets In-Reply-To: <499ad95a4550f5f87466e45e92adb991.squirrel@mail.seiner.com> References: <499ad95a4550f5f87466e45e92adb991.squirrel@mail.seiner.com> Message-ID: <20110928174321.GC40151@jibsheet.com> On Tue, Sep 27, 2011 at 12:17:47PM -0700, Yan Seiner wrote: > What's the proper incantation for linking tickets via the CLI? > > rt help link says: > > rt link 2 dependson 3 > > but it does: > > root at svr-rt:~# /opt/rt4/bin/rt link 4 dependson 3 > rt: Different ids in URL (`//REST/1.0/ticket/link') and submitted form (`4'). > > Google comes up short on that cryptic error. Works great here: ~/work/rt/4.0 (4.0-trunk)$ ./bin/rt link 1 dependson 2 Ticket 1 depends on Ticket 2. Created link 1 DependsOn 2 Try turning on RTDEBUG=4 or debug 4 in your env/config respectively. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ruz at bestpractical.com Wed Sep 28 14:18:23 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 28 Sep 2011 22:18:23 +0400 Subject: [rt-users] Remove ticket number/tag from subject In-Reply-To: <01e1553d-d94f-4502-9e04-8fa30ffd9a82@zimbrane-01.cybernetik.net> References: <4E8314D0.5020404@bestpractical.com> <01e1553d-d94f-4502-9e04-8fa30ffd9a82@zimbrane-01.cybernetik.net> Message-ID: On Wed, Sep 28, 2011 at 5:18 PM, Kristofer Pettijohn wrote: >> The other problem such header matching creates is attaching email to >> completely unrelated existing tickets when a person tries to create a >> new ticket by replying to a ticket mail and clearing the subject and >> content. >> >> This question comes up on the mailing list from time to time. ?I suggest >> you search the archives. > > That is an issue less than 1% of the time for us, which we can easily resolve in OTRS by clicking "Split" which splits that article into a new ticket. ?Beyond that, we have done something where a new ticket is created if an old closed ticket over a certain time-frame is replied to. > > This particular situation has been the only nuisance with handling tickets this way, but it happens so infrequently that it hasn't been an issue. > > I do remember trying to manually code this message-id matching into RT about 10 years ago, and back in that day so many different email clients were in use and weren't following the "rules" per say, that it was too much of an issue to deal with. ?I haven't had any issues with OTRS not matching an email to the correct ticket yet. ?I think it may do a little more than just scan the headers, also, but I haven't had time to look at the code. ?I was hoping RT would have been to that point by now, but maybe this could be an opportunity for me to contribute some code. :) It wouldn't be that hard. Attachments have message id column. Only one function is called to associate email with ticket, subject and full mime entity are passed into it. This function as well can optionally turn replies to closed tickets into new tickets. Subject tag also installed in limited number of places. May be some templates still put subject tag. > > Kris > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ?September 26 & 27, 2011 > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From todd at chaka.net Wed Sep 28 14:24:20 2011 From: todd at chaka.net (Todd Chapman) Date: Wed, 28 Sep 2011 14:24:20 -0400 Subject: [rt-users] Bug in /Articles/Article/Edit.html In-Reply-To: <20110928173751.GB40151@jibsheet.com> References: <20110928173751.GB40151@jibsheet.com> Message-ID: It's just mis-leading and does not report write permission errors. -Todd On Sep 28, 2011, at 1:37 PM, Kevin Falcone wrote: > On Tue, Sep 27, 2011 at 08:45:24AM -0400, Todd Chapman wrote: >> No checking of ModifyCustomField right is done, so all CFs are presented as editable when some >> are not. > > Does it actually allow editing, or does it just misleadingly display > them? > > -kevin > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA ? September 26 & 27, 2011 > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 From jketola at maxmind.com Wed Sep 28 15:19:16 2011 From: jketola at maxmind.com (Jason Ketola) Date: Wed, 28 Sep 2011 15:19:16 -0400 Subject: [rt-users] Doing response-time analytics Message-ID: <4E837334.40909@maxmind.com> Hi, I'm trying to figure out how to do analytics on response times to messages. That is, I want to be able to graph, for instance, how long it's taking on average for messages hitting our queue to get a response (I'm not looking for time to resolution). From what reading I've done, it seems like I'll need to create a custom field to do this, right? Or is there somewhere else I should look? Thank you! Jason -- Jason Ketola Business Development Manager MaxMind, Inc. www.maxmind.com 617-500-4493 x807 From hvgeekwtrvl at gmail.com Wed Sep 28 15:41:17 2011 From: hvgeekwtrvl at gmail.com (james machado) Date: Wed, 28 Sep 2011 12:41:17 -0700 Subject: [rt-users] Doing response-time analytics In-Reply-To: <4E837334.40909@maxmind.com> References: <4E837334.40909@maxmind.com> Message-ID: On Wed, Sep 28, 2011 at 12:19 PM, Jason Ketola wrote: > Hi, > > I'm trying to figure out how to do analytics on response times to messages. > That is, I want to be able to graph, for instance, how long it's taking on > average for messages hitting our queue to get a response (I'm not looking > for time to resolution). From what reading I've done, it seems like I'll > need to create a custom field to do this, right? Or is there somewhere else > I should look? I think I would look at the "created" date and time of the ticket and then either the first email sent out or on the ticket Date fields. I have not done anything myself but that would be my first inclination before adding any custom fields. you may still need a CF but I think the starting points are already in the ticket information. > > Thank you! > Jason > > > -- > Jason Ketola > Business Development Manager > MaxMind, Inc. > www.maxmind.com > 617-500-4493 x807 > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ?September 26 & 27, 2011 > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 > james From fjenou at intercomti.com.br Wed Sep 28 15:45:10 2011 From: fjenou at intercomti.com.br (Francisco Jen Ou) Date: Wed, 28 Sep 2011 16:45:10 -0300 Subject: [rt-users] Doing response-time analytics In-Reply-To: <4E837334.40909@maxmind.com> References: <4E837334.40909@maxmind.com> Message-ID: <4E837946.3020904@intercomti.com.br> Hi, If you have access to RT server console, you can run this command: /opt/rt4/bin/rt show -l ticket/ticket_number which will give you detailed data and these 2 interesting fields: ... Created: Tue, Aug 16, 2011 3:00:37 PM ... Started: Tue, Aug 16, 2011 3:02:18 PM Em 28-09-2011 16:19, Jason Ketola escreveu: > Hi, > > I'm trying to figure out how to do analytics on response times to > messages. That is, I want to be able to graph, for instance, how long > it's taking on average for messages hitting our queue to get a response > (I'm not looking for time to resolution). From what reading I've done, > it seems like I'll need to create a custom field to do this, right? Or > is there somewhere else I should look? > > Thank you! > Jason > > From jketola at maxmind.com Wed Sep 28 15:46:44 2011 From: jketola at maxmind.com (Jason Ketola) Date: Wed, 28 Sep 2011 15:46:44 -0400 Subject: [rt-users] Doing response-time analytics In-Reply-To: <4E837946.3020904@intercomti.com.br> References: <4E837334.40909@maxmind.com> <4E837946.3020904@intercomti.com.br> Message-ID: <4E8379A4.8080109@maxmind.com> This is very helpful. Is there a way to track responses to client responses to tickets. As an example, maybe I was fast at responding to the initial request that created the ticket, but I was slow with getting back to their follow-up on the same ticket. On 09/28/2011 03:45 PM, Francisco Jen Ou wrote: > Hi, > > If you have access to RT server console, you can run this command: > > /opt/rt4/bin/rt show -l ticket/ticket_number > > which will give you detailed data and these 2 interesting fields: > > ... > Created: Tue, Aug 16, 2011 3:00:37 PM > ... > Started: Tue, Aug 16, 2011 3:02:18 PM > > > > Em 28-09-2011 16:19, Jason Ketola escreveu: >> Hi, >> >> I'm trying to figure out how to do analytics on response times to >> messages. That is, I want to be able to graph, for instance, how long >> it's taking on average for messages hitting our queue to get a response >> (I'm not looking for time to resolution). From what reading I've done, >> it seems like I'll need to create a custom field to do this, right? Or >> is there somewhere else I should look? >> >> Thank you! >> Jason >> >> -- Jason Ketola Business Development Manager MaxMind, Inc. www.maxmind.com 617-500-4493 x807 From josh.cole at fresno.edu Wed Sep 28 15:49:01 2011 From: josh.cole at fresno.edu (josh.cole) Date: Wed, 28 Sep 2011 12:49:01 -0700 (PDT) Subject: [rt-users] Problems with Fetchmail/RT Mailgate In-Reply-To: <32544661.post@talk.nabble.com> References: <32503857.post@talk.nabble.com> <20110923173819.6f26cf4f@suse2.iptech.internal> <32544661.post@talk.nabble.com> Message-ID: <32549908.post@talk.nabble.com> I tried adding auth ntlm to the config as well. It doesn't seem to have helped me much. josh.cole wrote: > > To simplify, I enabled pop on another one of our exchange servers. I > changed the login method on it so that it is not secure. I configured the > pop account on my machine and was able to authenticate from my email > client. I am receiving the same error with fetchmail which is really > frustrating. > > New fetchmail config: > > set daemon 60 > set invisible > set no bouncemail > set no syslog > set logfile /var/log/fetchmail.log > poll exchange3 protocol pop3 username "user" password "password" mda > "/usr/bin/rt-mailgate --queue general --action correspond --url > http://localhost/rt/" no keep > > Error: > etchmail: Error exchanging credentials > fetchmail: Authorization failure on user at exchange3.mydomain.local > fetchmail: Query status=3 (AUTHFAIL) > fetchmail: sleeping at Tue 27 Sep 2011 02:47:23 PM PDT for 60 seconds > > > > > Rainer Duffner wrote: >> >> Am Fri, 23 Sep 2011 00:32:52 -0700 (PDT) >> schrieb "josh.cole" : >> >>> >>> I add an account on our 2007 Exchange server to receive e-mails for >>> RT. I configured fetchmail for the exchange pop account but it fails >>> to authenticate. I've tested the credentials and connection settings >>> by setting up the pop account in Outlook. It works without fail. The >>> exchange server does require a secure login method. If I wanted to >>> have the e-mails delivered directly to the RT server can I create the >>> accounts in Postfix on the RT server so that I can use to get tickets >>> via email into the queue's? Can someone show me what the fetchmail >>> config should look like in that scenario? >>> >>> fetchmail: Query status=3 (AUTHFAIL) >>> The logs are also telling me that there was an error exchanging >>> credentials. >> >> >> Try verbose mode. >> IIRC, fetchmail is picky about the certificate. >> >> >> >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Chicago, IL, USA September 26 & 27, 2011 >> * San Francisco, CA, USA October 18 & 19, 2011 >> * Washington DC, USA October 31 & November 1, 2011 >> * Melbourne VIC, Australia November 28 & 29, 2011 >> * Barcelona, Spain November 28 & 29, 2011 >> >> > > -- View this message in context: http://old.nabble.com/Problems-with-Fetchmail-RT-Mailgate-tp32503857p32549908.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From rob.macgregor at gmail.com Wed Sep 28 15:55:19 2011 From: rob.macgregor at gmail.com (Rob MacGregor) Date: Wed, 28 Sep 2011 20:55:19 +0100 Subject: [rt-users] Problems with Fetchmail/RT Mailgate In-Reply-To: <32549908.post@talk.nabble.com> References: <32503857.post@talk.nabble.com> <20110923173819.6f26cf4f@suse2.iptech.internal> <32544661.post@talk.nabble.com> <32549908.post@talk.nabble.com> Message-ID: On Wed, Sep 28, 2011 at 20:49, josh.cole wrote: > > I tried adding auth ntlm to the config as well. It doesn't seem to have > helped me much. Can you provide the output of the following commands (as covered in Fetchmail's FAQ - http://fetchmail.berlios.de/fetchmail-FAQ.html#G3): env LC_ALL=C fetchmail -V env LC_ALL=C fetchmail --nodetach -vvv --nosyslog Note that is 3 'v' characters, there are no 'w' characters there. -- ? ? ? ? ? ? ? ?? Please keep list traffic on the list. Rob MacGregor ? ? ? Whoever fights monsters should see to it that in the process he ? ? ? ? doesn't become a monster.? ? ? ? ? ? ? ? ? Friedrich Nietzsche From Michael.Morel at totem.ca Wed Sep 28 17:48:40 2011 From: Michael.Morel at totem.ca (Michael Morel) Date: Wed, 28 Sep 2011 15:48:40 -0600 Subject: [rt-users] RT4.0.2 Modify Custom Field layout Message-ID: <4E839638.4070108@totem.ca> I have been trolling through the mailing lists for information. I have 20 "Custom Fields". The "Custom Fields" are one column in the "Display" page for a ticket and they show up fine for there. Though later on it would be nice to add some separators between fields and some text here. More importantly: I would like to modify the layout when we edit the "Custom Fields" after a ticket has been created. RT orders ticket specifics like "Subject", "Status", "Queue" into one column, fine. RT then orders the "Custom Fields" into two columns and it is a bit of a dogs breakfast. I would like to have some separators and maybe some text between them. ie. Design, Implementation I would also like to set the size of the Text box created. I know I can order them using the UI and that is helpful, but what is the best way to go about changing the formatting of the Edit page? Best Practice? Pointers appreciated. Michael -- *Michael Morel* Systems Administrator Ph 403-247-7300 Fx 403-247-6501 Michael.Morel at totem.ca www.totem.ca *Totem Building Supplies Ltd.* 6920 - 29th Avenue NW Calgary, Alberta T3B 0J4 -------------- next part -------------- An HTML attachment was scrubbed... URL: From fjenou at intercomti.com.br Wed Sep 28 18:32:18 2011 From: fjenou at intercomti.com.br (Francisco Jen Ou) Date: Wed, 28 Sep 2011 19:32:18 -0300 Subject: [rt-users] Doing response-time analytics In-Reply-To: <4E8379A4.8080109@maxmind.com> References: <4E837334.40909@maxmind.com> <4E837946.3020904@intercomti.com.br> <4E8379A4.8080109@maxmind.com> Message-ID: <4E83A072.5080109@intercomti.com.br> I don't see an easy way. All RT transactions are registered in a table called Transations. You can do this select in Mysql rt4 db: select * from Transactions where ObjectType = 'RT::Ticket' and Type = 'EmailRecord' and ObjectId = YYYY; (YYYY is the ticket number), which will return all the transactions of a ticket reagarding email exchange between client and queue attendant. Based on the Transaction.id field of each email exchange you can then look up the exchanged emails' Header: select Headers from Attachments where TransactionId=XXX; Or, doing in a fancier way (I am just exercising SQL joins): select Headers from Attachments inner join Transactions on Transactions.id=Attachments.TransactionId where Transactions.ObjectType = 'RT::Ticket' and Transactions.ObjectId = YYYY and Transactions.Type = 'EmailRecord'; After all this, you will have to sort out the delta-time between email exchanges (both directions, client -> attendant and back) from the email Headers. Em 28-09-2011 16:46, Jason Ketola escreveu: > This is very helpful. > > Is there a way to track responses to client responses to tickets. As an > example, maybe I was fast at responding to the initial request that > created the ticket, but I was slow with getting back to their follow-up > on the same ticket. > > > > On 09/28/2011 03:45 PM, Francisco Jen Ou wrote: >> Hi, >> >> If you have access to RT server console, you can run this command: >> >> /opt/rt4/bin/rt show -l ticket/ticket_number >> >> which will give you detailed data and these 2 interesting fields: >> >> ... >> Created: Tue, Aug 16, 2011 3:00:37 PM >> ... >> Started: Tue, Aug 16, 2011 3:02:18 PM >> >> >> >> Em 28-09-2011 16:19, Jason Ketola escreveu: >>> Hi, >>> >>> I'm trying to figure out how to do analytics on response times to >>> messages. That is, I want to be able to graph, for instance, how long >>> it's taking on average for messages hitting our queue to get a response >>> (I'm not looking for time to resolution). From what reading I've done, >>> it seems like I'll need to create a custom field to do this, right? Or >>> is there somewhere else I should look? >>> >>> Thank you! >>> Jason >>> >>> > From adisan82 at gmail.com Thu Sep 29 05:18:14 2011 From: adisan82 at gmail.com (Adrian Stel) Date: Thu, 29 Sep 2011 11:18:14 +0200 Subject: [rt-users] Information how long a ticket stayed in the NEW state Message-ID: Hi, I need help with getting from RT the information how long a ticket stayed in the NEW state. We have: Activity Reports JS Gantt extension but there is missing this information information. Any idea, perhaps we could check this in data base but where ? Table ? RT 3.8.8 Debian repository. -- Best Regards Adrian Stelmaszyk From rgm at ast.cam.ac.uk Thu Sep 29 05:26:23 2011 From: rgm at ast.cam.ac.uk (Richard McMahon) Date: Thu, 29 Sep 2011 10:26:23 +0100 (BST) Subject: [rt-users] Doing response-time analytics In-Reply-To: <4E837946.3020904@intercomti.com.br> References: <4E837334.40909@maxmind.com> <4E837946.3020904@intercomti.com.br> Message-ID: > Started: Tue, Aug 16, 2011 3:02:18 PM Hi, It looks to me that Started is updated when the ticket is taken or any transaction to the ticket. e.g. queue change This time is not the time for first response with a requestor Is there a recommended way to record the 'first contact/response' time without analyzing the transactions? r. On Wed, 28 Sep 2011, Francisco Jen Ou wrote: > Date: Wed, 28 Sep 2011 16:45:10 -0300 > From: Francisco Jen Ou > To: Jason Ketola > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Doing response-time analytics > > Hi, > > If you have access to RT server console, you can run this command: > > /opt/rt4/bin/rt show -l ticket/ticket_number > > which will give you detailed data and these 2 interesting fields: > > ... > Created: Tue, Aug 16, 2011 3:00:37 PM > ... > Started: Tue, Aug 16, 2011 3:02:18 PM > > > > Em 28-09-2011 16:19, Jason Ketola escreveu: >> Hi, >> >> I'm trying to figure out how to do analytics on response times to >> messages. That is, I want to be able to graph, for instance, how long >> it's taking on average for messages hitting our queue to get a response >> (I'm not looking for time to resolution). From what reading I've done, >> it seems like I'll need to create a custom field to do this, right? Or >> is there somewhere else I should look? >> >> Thank you! >> Jason >> >> > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 > ------------------------------------------------------------------- Dr. Richard G. McMahon | Phone (office) 44-(0)-1223-337519 University of Cambridge | (switchboard) 1223-337548 Institute of Astronomy | (secretary) 1223-337516 Madingley Rd | FAX 1223-337523 Cambridge, CB3 OHA, UK. | mobile 7885-409019 Office: Hoyle 18 | home 1223-359770 ------------------------------------------------------------------- email: rgm at ast.cam.ac.uk | WWW: http://www.ast.cam.ac.uk/~rgm richardgmcmahon at gmail.com | skype: richardgmcmahon ------------------------------------------------------------------- From tjrc at sanger.ac.uk Thu Sep 29 05:34:56 2011 From: tjrc at sanger.ac.uk (Dr Tim Cutts) Date: Thu, 29 Sep 2011 10:34:56 +0100 Subject: [rt-users] Doing response-time analytics In-Reply-To: References: <4E837334.40909@maxmind.com> <4E837946.3020904@intercomti.com.br> Message-ID: On 29 Sep 2011, at 10:26, Richard McMahon wrote: > It looks to me that Started is updated when the ticket is taken or any > transaction to the ticket. e.g. queue change > > This time is not the time for first response with a requestor > > Is there a recommended way to record the 'first contact/response' time > without analyzing the transactions? I don't think so. You're basically looking for the first response transaction which isn't from a Requestor. I think you might have to do that the hard way. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From ruz at bestpractical.com Thu Sep 29 05:57:46 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 29 Sep 2011 13:57:46 +0400 Subject: [rt-users] Doing response-time analytics In-Reply-To: References: <4E837334.40909@maxmind.com> <4E837946.3020904@intercomti.com.br> Message-ID: On Thu, Sep 29, 2011 at 1:26 PM, Richard McMahon wrote: > >> Started: Tue, Aug 16, 2011 3:02:18 PM > > Hi, > > It looks to me that Started is updated when the ticket is taken or any > transaction to the ticket. e.g. queue change Started is set when status is changed from initial to any not initial, for example new->open. It often happens on reply by auto scrip but may happen on other events. > This time is not the time for first response with a requestor It's not. > Is there a recommended way to record the 'first contact/response' time > without analyzing the transactions? You can do it with a scrip and store datetime in a custom field. > r. > > On Wed, 28 Sep 2011, Francisco Jen Ou wrote: > >> Date: Wed, 28 Sep 2011 16:45:10 -0300 >> From: Francisco Jen Ou >> To: Jason Ketola >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Doing response-time analytics >> >> Hi, >> >> If you have access to RT server console, you can run this command: >> >> /opt/rt4/bin/rt show -l ticket/ticket_number >> >> which will give you detailed data and these 2 interesting fields: >> >> ... >> Created: Tue, Aug 16, 2011 3:00:37 PM >> ... >> Started: Tue, Aug 16, 2011 3:02:18 PM >> >> >> >> Em 28-09-2011 16:19, Jason Ketola escreveu: >>> >>> Hi, >>> >>> I'm trying to figure out how to do analytics on response times to >>> messages. That is, I want to be able to graph, for instance, how long >>> it's taking on average for messages hitting our queue to get a response >>> (I'm not looking for time to resolution). From what reading I've done, >>> it seems like I'll need to create a custom field to do this, right? Or >>> is there somewhere else I should look? >>> >>> Thank you! >>> Jason >>> >>> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * ?Chicago, IL, USA ?September 26 & 27, 2011 >> * ?San Francisco, CA, USA ?October 18 & 19, 2011 >> * ?Washington DC, USA ?October 31 & November 1, 2011 >> * ?Melbourne VIC, Australia ?November 28 & 29, 2011 >> * ?Barcelona, Spain ?November 28 & 29, 2011 >> > > ------------------------------------------------------------------- > ?Dr. Richard G. McMahon ? ?| Phone (office) ? ? 44-(0)-1223-337519 > ?University of Cambridge ? | ? ? ? (switchboard) ? ? ? 1223-337548 > ?Institute of Astronomy ? ?| ? ? ? (secretary) ? ? ? ? 1223-337516 > ?Madingley Rd ? ? ? ? ? ? ?| FAX ? ? ? ? ? ? ? ? ? ? ? 1223-337523 > ?Cambridge, CB3 OHA, UK. ? | mobile ? ? ? ? ? ? ? ? ? ?7885-409019 > ?Office: Hoyle 18 ? ? ? ? ?| home ? ? ? ? ? ? ? ? ? ? ?1223-359770 > ------------------------------------------------------------------- > ?email: rgm at ast.cam.ac.uk ?| WWW: ? ?http://www.ast.cam.ac.uk/~rgm > ?richardgmcmahon at gmail.com | skype: ? ? ? ? ? ? ? ?richardgmcmahon > ------------------------------------------------------------------- > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Chicago, IL, USA ?September 26 & 27, 2011 > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From Raed.El-Hames at daisygroupplc.com Thu Sep 29 05:57:19 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Thu, 29 Sep 2011 09:57:19 +0000 Subject: [rt-users] Doing response-time analytics In-Reply-To: References: <4E837334.40909@maxmind.com> <4E837946.3020904@intercomti.com.br> Message-ID: <892593C9CA8E25458C440A63DDC6774D209BBC13@DG-HEXMBX02.daisy.group> Richard, > Is there a recommended way to record the 'first contact/response' time > without analyzing the transactions? You can going forward , I've done something similar a while back , my requirement were to calculate the first response time to the customer from the ticket created time, responses to customers are always in correspondence , so I created a custom field FirstResponse and a scrip with condition on correspondence with action that look for the TransactionObj->Creator if it's a staff member (based on group membership), then I populate the FirstResponse with the diff in minutes between TransactionObj->Created and TicketObj->Created. --Obviously if the FirstResponse is already populated then return undef, ie no need to do anything. As I said this will only help you going forward, for existing tickets , I am afraid it have to be the hard way, but I would use the RT Api and not sql directly. Hop that helps. Regards; Roy > Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liability arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Richard McMahon > Sent: 29 September 2011 10:26 > To: Francisco Jen Ou > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Doing response-time analytics > > > > Started: Tue, Aug 16, 2011 3:02:18 PM > > Hi, > > It looks to me that Started is updated when the ticket is taken or any > transaction to the ticket. e.g. queue change > > This time is not the time for first response with a requestor > > Is there a recommended way to record the 'first contact/response' time > without analyzing the transactions? > > r. > > On Wed, 28 Sep 2011, Francisco Jen Ou wrote: > > > Date: Wed, 28 Sep 2011 16:45:10 -0300 > > From: Francisco Jen Ou > > To: Jason Ketola > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Doing response-time analytics > > > > Hi, > > > > If you have access to RT server console, you can run this command: > > > > /opt/rt4/bin/rt show -l ticket/ticket_number > > > > which will give you detailed data and these 2 interesting fields: > > > > ... > > Created: Tue, Aug 16, 2011 3:00:37 PM > > ... > > Started: Tue, Aug 16, 2011 3:02:18 PM > > > > > > > > Em 28-09-2011 16:19, Jason Ketola escreveu: > >> Hi, > >> > >> I'm trying to figure out how to do analytics on response times to > >> messages. That is, I want to be able to graph, for instance, how long > >> it's taking on average for messages hitting our queue to get a response > >> (I'm not looking for time to resolution). From what reading I've done, > >> it seems like I'll need to create a custom field to do this, right? Or > >> is there somewhere else I should look? > >> > >> Thank you! > >> Jason > >> > >> > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Chicago, IL, USA September 26 & 27, 2011 > > * San Francisco, CA, USA October 18 & 19, 2011 > > * Washington DC, USA October 31 & November 1, 2011 > > * Melbourne VIC, Australia November 28 & 29, 2011 > > * Barcelona, Spain November 28 & 29, 2011 > > > > ------------------------------------------------------------------- > Dr. Richard G. McMahon | Phone (office) 44-(0)-1223-337519 > University of Cambridge | (switchboard) 1223-337548 > Institute of Astronomy | (secretary) 1223-337516 > Madingley Rd | FAX 1223-337523 > Cambridge, CB3 OHA, UK. | mobile 7885-409019 > Office: Hoyle 18 | home 1223-359770 > ------------------------------------------------------------------- > email: rgm at ast.cam.ac.uk | WWW: http://www.ast.cam.ac.uk/~rgm > richardgmcmahon at gmail.com | skype: richardgmcmahon > ------------------------------------------------------------------- > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 From ruz at bestpractical.com Thu Sep 29 06:01:45 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 29 Sep 2011 14:01:45 +0400 Subject: [rt-users] Information how long a ticket stayed in the NEW state In-Reply-To: References: Message-ID: On Thu, Sep 29, 2011 at 1:18 PM, Adrian Stel wrote: > Hi, > > > > I need help with getting from RT the information how long a ticket > stayed in the NEW state. It's time interval between Started and Created dates. > We have: > Activity Reports > JS Gantt extension > > but there is missing this information information. > > Any idea, perhaps we could check this in data base but where ? Table ? > > RT 3.8.8 Debian repository. > > -- > Best Regards > Adrian Stelmaszyk -- Best regards, Ruslan. From ruz at bestpractical.com Thu Sep 29 06:09:03 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 29 Sep 2011 14:09:03 +0400 Subject: [rt-users] Doing response-time analytics In-Reply-To: <892593C9CA8E25458C440A63DDC6774D209BBC13@DG-HEXMBX02.daisy.group> References: <4E837334.40909@maxmind.com> <4E837946.3020904@intercomti.com.br> <892593C9CA8E25458C440A63DDC6774D209BBC13@DG-HEXMBX02.daisy.group> Message-ID: On Thu, Sep 29, 2011 at 1:57 PM, Raed El-Hames wrote: > Richard, > >> Is there a recommended way to record the 'first contact/response' time >> without analyzing the transactions? > > You can going forward , I've done something similar a while back , my requirement were to calculate the first response time to the customer from the ticket created time, responses to customers are always in correspondence , so I created a custom field FirstResponse and a scrip with condition on correspondence with action that look for the TransactionObj->Creator if it's a staff member (based on group membership), then I populate the FirstResponse with the diff in minutes between TransactionObj->Created and TicketObj->Created. --Obviously if the FirstResponse is already populated then return undef, ie no need to do anything. > > As I said this will only help you going forward, for existing tickets , I am It's possible to run rt-crontool to repeat a scrip on existing tickets. It would be slow but will do the job. afraid it have to be the hard way, but I would use the RT Api and not sql directly. > > Hop that helps. > > Regards; > Roy -- Best regards, Ruslan. From jnarins at seniorbridge.com Thu Sep 29 09:00:16 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Thu, 29 Sep 2011 09:00:16 -0400 Subject: [rt-users] Failure trying to setup fulltext indices with Oracle Message-ID: We are using RT4.0.2, Oracle 10g and RHEL5. RT is running fine. I wanted to add the full text search, and this is what I got... > /home/apps/sbin/rt-setup-fulltext-index --dba system --dba-password ******** [Thu Sep 29 12:37:05 2011] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/home/apps/builds/rt/rt-4.0.2/var/data/gpg). PGP support has been disabled (/home/apps/sbin/../lib/RT/Config.pm:579) [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: ORA-01919: role 'CTXAPP' does not exist (DBD ERROR: error possibly near <*> indicator at char 6 in 'GRANT <*>CTXAPP TO rt_user') [for Statement "GRANT CTXAPP TO rt_user"] at /home/apps/sbin/rt-setup-fulltext-index line 609. (/home/apps/sbin/rt-setup-fulltext-index:609) [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: ORA-04042: procedure, function, package, or package body does not exist (DBD ERROR: error possibly near <*> indicator at char 24 in 'GRANT EXECUTE ON CTXSYS.<*>CTX_DDL TO rt_user') [for Statement "GRANT EXECUTE ON CTXSYS.CTX_DDL TO rt_user"] at /home/apps/sbin/rt-setup-fulltext-index line 609. (/home/apps/sbin/rt-setup-fulltext-index:609) [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: ORA-06550: line 1, column 7: PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared ORA-06550: line 1, column 7: PL/SQL: Statement ignored (DBD ERROR: error possibly near <*> indicator at char 6 in 'begin <*>ctx_ddl.create_preference(:p1, :p2); end;') [for Statement "begin ctx_ddl.create_preference(?, ?); end;"] at /home/apps/sbin/rt-setup-fulltext-index line 546. (/home/apps/sbin/rt-setup-fulltext-index:546) [Thu Sep 29 12:37:05 2011] [crit]: DBD::Oracle::db do failed: ORA-06550: line 1, column 7: PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared ORA-06550: line 1, column 7: PL/SQL: Statement ignored (DBD ERROR: error possibly near <*> indicator at char 6 in 'begin <*>ctx_ddl.create_preference(:p1, :p2); end;') [for Statement "begin ctx_ddl.create_preference(?, ?); end;"] at /home/apps/sbin/rt-setup-fulltext-index line 546. (/home/apps/sbin/../lib/RT.pm:340) DBD::Oracle::db do failed: ORA-06550: line 1, column 7: PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared ORA-06550: line 1, column 7: PL/SQL: Statement ignored (DBD ERROR: error possibly near <*> indicator at char 6 in 'begin <*>ctx_ddl.create_preference(:p1, :p2); end;') [for Statement "begin ctx_ddl.create_preference(?, ?); end;"] at /home/apps/sbin/rt-setup-fulltext-index line 546. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From qxin at cio.sc.gov Thu Sep 29 11:10:20 2011 From: qxin at cio.sc.gov (Xin, Qiao) Date: Thu, 29 Sep 2011 11:10:20 -0400 Subject: [rt-users] TransactionBatch scrip got fired twice Message-ID: <844BA274-39FC-4B5D-A695-5755CE5CD2B6@isac.sc.gov.> Hi, I have a scrip to to check when the ticket status changes. If I put it as TransactionBatch mode, each time I change the ticket status, the scrip got fired twice and there will be dupllicated emails sent out. I had to use TransactionBatch, since we want an email notification to be sent out when either 1. the user use reply and modify the ticket status 2. modify the ticket status TransactionBatch works fine when user reply and modify ticket status but got duplicated emails when just change ticket status. Please advise. Thanks, Qiao From jketola at maxmind.com Thu Sep 29 11:53:36 2011 From: jketola at maxmind.com (Jason Ketola) Date: Thu, 29 Sep 2011 11:53:36 -0400 Subject: [rt-users] Doing response-time analytics In-Reply-To: <892593C9CA8E25458C440A63DDC6774D209BBC13@DG-HEXMBX02.daisy.group> References: <4E837334.40909@maxmind.com> <4E837946.3020904@intercomti.com.br> <892593C9CA8E25458C440A63DDC6774D209BBC13@DG-HEXMBX02.daisy.group> Message-ID: <4E849480.3080306@maxmind.com> Thanks everyone. I'll give something like this a try and see how it goes. Jason On 09/29/2011 05:57 AM, Raed El-Hames wrote: > Richard, > >> Is there a recommended way to record the 'first contact/response' time >> without analyzing the transactions? > You can going forward , I've done something similar a while back , my requirement were to calculate the first response time to the customer from the ticket created time, responses to customers are always in correspondence , so I created a custom field FirstResponse and a scrip with condition on correspondence with action that look for the TransactionObj->Creator if it's a staff member (based on group membership), then I populate the FirstResponse with the diff in minutes between TransactionObj->Created and TicketObj->Created. --Obviously if the FirstResponse is already populated then return undef, ie no need to do anything. > > As I said this will only help you going forward, for existing tickets , I am afraid it have to be the hard way, but I would use the RT Api and not sql directly. > > Hop that helps. > > Regards; > Roy > > Visit our website today www.daisygroupplc.com > > Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR > Company Registration Number: 4145329 | VAT Number: 722471355 > Daisy Communications Limited is a company registered in England and Wales. > DISCLAIMER > > This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liabi > lity arising. > > If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. > > WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. > NOTICE TO CUSTOMERS > If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. > > > -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> bounces at lists.bestpractical.com] On Behalf Of Richard McMahon >> Sent: 29 September 2011 10:26 >> To: Francisco Jen Ou >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Doing response-time analytics >> >> >>> Started: Tue, Aug 16, 2011 3:02:18 PM >> Hi, >> >> It looks to me that Started is updated when the ticket is taken or any >> transaction to the ticket. e.g. queue change >> >> This time is not the time for first response with a requestor >> >> Is there a recommended way to record the 'first contact/response' time >> without analyzing the transactions? >> >> r. >> >> On Wed, 28 Sep 2011, Francisco Jen Ou wrote: >> >>> Date: Wed, 28 Sep 2011 16:45:10 -0300 >>> From: Francisco Jen Ou >>> To: Jason Ketola >>> Cc: rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] Doing response-time analytics >>> >>> Hi, >>> >>> If you have access to RT server console, you can run this command: >>> >>> /opt/rt4/bin/rt show -l ticket/ticket_number >>> >>> which will give you detailed data and these 2 interesting fields: >>> >>> ... >>> Created: Tue, Aug 16, 2011 3:00:37 PM >>> ... >>> Started: Tue, Aug 16, 2011 3:02:18 PM >>> >>> >>> >>> Em 28-09-2011 16:19, Jason Ketola escreveu: >>>> Hi, >>>> >>>> I'm trying to figure out how to do analytics on response times to >>>> messages. That is, I want to be able to graph, for instance, how long >>>> it's taking on average for messages hitting our queue to get a response >>>> (I'm not looking for time to resolution). From what reading I've done, >>>> it seems like I'll need to create a custom field to do this, right? Or >>>> is there somewhere else I should look? >>>> >>>> Thank you! >>>> Jason >>>> >>>> >>> -------- >>> RT Training Sessions (http://bestpractical.com/services/training.html) >>> * Chicago, IL, USA September 26& 27, 2011 >>> * San Francisco, CA, USA October 18& 19, 2011 >>> * Washington DC, USA October 31& November 1, 2011 >>> * Melbourne VIC, Australia November 28& 29, 2011 >>> * Barcelona, Spain November 28& 29, 2011 >>> >> ------------------------------------------------------------------- >> Dr. Richard G. McMahon | Phone (office) 44-(0)-1223-337519 >> University of Cambridge | (switchboard) 1223-337548 >> Institute of Astronomy | (secretary) 1223-337516 >> Madingley Rd | FAX 1223-337523 >> Cambridge, CB3 OHA, UK. | mobile 7885-409019 >> Office: Hoyle 18 | home 1223-359770 >> ------------------------------------------------------------------- >> email: rgm at ast.cam.ac.uk | WWW: http://www.ast.cam.ac.uk/~rgm >> richardgmcmahon at gmail.com | skype: richardgmcmahon >> ------------------------------------------------------------------- >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Chicago, IL, USA September 26& 27, 2011 >> * San Francisco, CA, USA October 18& 19, 2011 >> * Washington DC, USA October 31& November 1, 2011 >> * Melbourne VIC, Australia November 28& 29, 2011 >> * Barcelona, Spain November 28& 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26& 27, 2011 > * San Francisco, CA, USA October 18& 19, 2011 > * Washington DC, USA October 31& November 1, 2011 > * Melbourne VIC, Australia November 28& 29, 2011 > * Barcelona, Spain November 28& 29, 2011 -- Jason Ketola Business Development Manager MaxMind, Inc. www.maxmind.com 617-500-4493 x807 From CLasater at taleo.com Thu Sep 29 12:19:22 2011 From: CLasater at taleo.com (Christopher Lasater) Date: Thu, 29 Sep 2011 12:19:22 -0400 Subject: [rt-users] Outlook and Dashboard subscriptions Message-ID: <23037DC22CE8C3428E7636883099F1AAAB82411DE2@JXVXMP01.wwcorp.net> Hi, Has anyone come up with a way to improve the look of the Dashboard email subscription in Outlook. It appears like every email client except Outlook displays the HTML email wonderfully, but Outlook turns it into a mess L Tables are not lined up well, backgrounds are missing, chart legends are all over the place. Its not really something we can use and send to people. Christopher Lasater Technology Analyst I Taleo -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 475 bytes Desc: not available URL: From josh.cole at fresno.edu Thu Sep 29 12:41:22 2011 From: josh.cole at fresno.edu (josh.cole) Date: Thu, 29 Sep 2011 09:41:22 -0700 (PDT) Subject: [rt-users] Problems with RT Mailgate/Inboud e-mails Message-ID: <32552552.post@talk.nabble.com> I am really frustrated with fetchmail. I can't get it to authenticate again multiple pop3 mail servers. I really need the email piece/auto ticket generation to work. Can someone provide an alternate method, the simplest way of getting the mailgate to a point where it's functional? -- View this message in context: http://old.nabble.com/Problems-with-RT-Mailgate-Inboud-e-mails-tp32552552p32552552.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From lab at pacbell.net Thu Sep 29 13:07:55 2011 From: lab at pacbell.net (20/20 Lab) Date: Thu, 29 Sep 2011 10:07:55 -0700 Subject: [rt-users] Problems with RT Mailgate/Inboud e-mails In-Reply-To: <32552552.post@talk.nabble.com> References: <32552552.post@talk.nabble.com> Message-ID: <4E84A5EB.8020605@pacbell.net> On 09/29/2011 9:41 AM, josh.cole wrote: > I am really frustrated with fetchmail. I can't get it to authenticate again > multiple pop3 mail servers. I really need the email piece/auto ticket > generation to work. Can someone provide an alternate method, the simplest > way of getting the mailgate to a point where it's functional? Have you tried getmail? (http://pyropus.ca/software/getmail/) It seems to be the same idea, but a lot of people who have had problems with fetchmail seem to like it. -Matt From lb at mpexnet.de Thu Sep 29 13:47:25 2011 From: lb at mpexnet.de (Lars Braeuer) Date: Thu, 29 Sep 2011 19:47:25 +0200 Subject: [rt-users] Limiting the information unprivileged users are able to see via the webinterface In-Reply-To: <4E833861.10504@xs4all.nl> References: <4E8334BC.6030305@mpexnet.de> <4E833861.10504@xs4all.nl> Message-ID: <4E84AF2D.5000707@mpexnet.de> Hello Joop, thanks a lot for this hint. This really saved my day. :) Actually, I finally achieved what I wanted to do with the following (in case someone else is looking for this): <%init> return if $session{'CurrentUser'}->Privileged; my $myskip=1; if ( $Transaction->Type =~ /^(Correspond|Create)$/ ) { $myskip = 0; } $$skip=$myskip; <%args> $Transaction => undef $skip This skips everything but Correspond and the initial Create message. Also thanks to Thomas about the "return" hint. Best regards, Lars Am 28.09.2011 17:08, schrieb Joop: > Lars Braeuer wrote: >> Hello, >> >> is there a way in RT 4.x to reduce the information an unprivileged user can see when he's accessing >> his tickets via the RT webinterface? >> > Yes, use Callbacks to skip the transactions you don't want. > The Callback you want to add is: > /opt/rt3/local/html/Callbacks/mococo/Ticket/Elements/ShowHistory/SkipTransaction > with SkipTransaction having something like: > <%init> > my $myskip=0; > > if ( $Transaction->Type =~ /^(Set|Told)$/ ) { > if ( $Transaction->Field =~ /^(TimeWorked|Told|Starts|Started|Due)$/ ) { > $myskip = 1; > } > else { > $myskip = 0; > } > } > $$skip=$myskip; > > > > <%args> > $Transaction => undef > $skip > > Which skips the TimeWorked,Told,Starts,Started,Due transactions. > You might want to consider modifying other files in SelfService to not show the user who worked on > it but to show for example 'helpdesk'. > > Greetings, > > Joop > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 From falcone at bestpractical.com Thu Sep 29 13:53:46 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 29 Sep 2011 13:53:46 -0400 Subject: [rt-users] Failure trying to setup fulltext indices with Oracle In-Reply-To: References: Message-ID: <20110929175346.GD40151@jibsheet.com> On Thu, Sep 29, 2011 at 09:00:16AM -0400, Josh Narins wrote: > We are using RT4.0.2, Oracle 10g and RHEL5. > > RT is running fine. > > I wanted to add the full text search, and this is what I got... The CTXAPP role is tied to the Oracle Text tool. Do you have Oracle Text installed? If not, Oracle has no full text indexing. If you do have it installed, does it define a different role name? -kevin > > /home/apps/sbin/rt-setup-fulltext-index --dba system --dba-password ******** > [Thu Sep 29 12:37:05 2011] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/home/apps/builds/rt/rt-4.0.2/var/data/gpg). PGP support has been disabled (/home/apps/sbin/../lib/RT/Config.pm:579) > [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: ORA-01919: role 'CTXAPP' does not exist (DBD ERROR: error possibly near <*> indicator at char 6 in 'GRANT <*>CTXAPP TO rt_user') [for Statement "GRANT CTXAPP TO rt_user"] at /home/apps/sbin/rt-setup-fulltext-index line 609. (/home/apps/sbin/rt-setup-fulltext-index:609) > [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: ORA-04042: procedure, function, package, or package body does not exist (DBD ERROR: error possibly near <*> indicator at char 24 in 'GRANT EXECUTE ON CTXSYS.<*>CTX_DDL TO rt_user') [for Statement "GRANT EXECUTE ON CTXSYS.CTX_DDL TO rt_user"] at /home/apps/sbin/rt-setup-fulltext-index line 609. (/home/apps/sbin/rt-setup-fulltext-index:609) > [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: ORA-06550: line 1, column 7: > PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared > ORA-06550: line 1, column 7: > PL/SQL: Statement ignored (DBD ERROR: error possibly near <*> indicator at char 6 in 'begin <*>ctx_ddl.create_preference(:p1, :p2); end;') [for Statement "begin ctx_ddl.create_preference(?, ?); end;"] at /home/apps/sbin/rt-setup-fulltext-index line 546. (/home/apps/sbin/rt-setup-fulltext-index:546) > [Thu Sep 29 12:37:05 2011] [crit]: DBD::Oracle::db do failed: ORA-06550: line 1, column 7: > PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared > ORA-06550: line 1, column 7: > PL/SQL: Statement ignored (DBD ERROR: error possibly near <*> indicator at char 6 in 'begin <*>ctx_ddl.create_preference(:p1, :p2); end;') [for Statement "begin ctx_ddl.create_preference(?, ?); end;"] at /home/apps/sbin/rt-setup-fulltext-index line 546. (/home/apps/sbin/../lib/RT.pm:340) > DBD::Oracle::db do failed: ORA-06550: line 1, column 7: > PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared > ORA-06550: line 1, column 7: > PL/SQL: Statement ignored (DBD ERROR: error possibly near <*> indicator at char 6 in 'begin <*>ctx_ddl.create_preference(:p1, :p2); end;') [for Statement "begin ctx_ddl.create_preference(?, ?); end;"] at /home/apps/sbin/rt-setup-fulltext-index line 546. -------------- 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 Sep 29 13:59:54 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 29 Sep 2011 13:59:54 -0400 Subject: [rt-users] RT4.0.2 Modify Custom Field layout In-Reply-To: <4E839638.4070108@totem.ca> References: <4E839638.4070108@totem.ca> Message-ID: <20110929175954.GE40151@jibsheet.com> On Wed, Sep 28, 2011 at 03:48:40PM -0600, Michael Morel wrote: > I have been trolling through the mailing lists for information. > > I have 20 "Custom Fields". > The "Custom Fields" are one column in the "Display" page for a > ticket and they show up fine for there. > Though later on it would be nice to add some separators between > fields and some text here. > > More importantly: > > I would like to modify the layout when we edit the "Custom Fields" > after a ticket has been created. > > RT orders ticket specifics like "Subject", "Status", "Queue" into > one column, fine. > RT then orders the "Custom Fields" into two columns and it is a bit > of a dogs breakfast. > > I would like to have some separators and maybe some text between > them. ie. Design, Implementation > I would also like to set the size of the Text box created. > > I know I can order them using the UI and that is helpful, but what > is the best way to go about > changing the formatting of the Edit page? Best Practice? You can swap from 2 columns to 1 by setting the EditCustomFieldsSingleColumn config option. To add breaks and extra wording, you'll need to use the various callbacks in EditCustomFields and the components that it calls. -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 Sep 29 14:00:23 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 29 Sep 2011 14:00:23 -0400 Subject: [rt-users] Bug in /Articles/Article/Edit.html In-Reply-To: References: <20110928173751.GB40151@jibsheet.com> Message-ID: <20110929180023.GF40151@jibsheet.com> On Wed, Sep 28, 2011 at 02:24:20PM -0400, Todd Chapman wrote: > It's just mis-leading and does not report write permission errors. Please file a bug -kevin > > On Sep 28, 2011, at 1:37 PM, Kevin Falcone wrote: > > > On Tue, Sep 27, 2011 at 08:45:24AM -0400, Todd Chapman wrote: > >> No checking of ModifyCustomField right is done, so all CFs are presented as editable when some > >> are not. > > > > Does it actually allow editing, or does it just misleadingly display > > them? -------------- 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 Sep 29 14:00:56 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 29 Sep 2011 14:00:56 -0400 Subject: [rt-users] TransactionBatch scrip got fired twice In-Reply-To: <844BA274-39FC-4B5D-A695-5755CE5CD2B6@isac.sc.gov.> References: <844BA274-39FC-4B5D-A695-5755CE5CD2B6@isac.sc.gov.> Message-ID: <20110929180056.GG40151@jibsheet.com> On Thu, Sep 29, 2011 at 11:10:20AM -0400, Xin, Qiao wrote: > Hi, > > I have a scrip to to check when the ticket status changes. If I put it as TransactionBatch mode, > each time I change the ticket status, the scrip got fired twice and there will be dupllicated emails > sent out. I had to use TransactionBatch, since we want an email notification to be sent out when > either > 1. the user use reply and modify the ticket status > 2. modify the ticket status > > TransactionBatch works fine when user reply and modify ticket status but got duplicated emails when > just change ticket status. Please show your scrip configuration -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From lb at mpexnet.de Thu Sep 29 14:04:25 2011 From: lb at mpexnet.de (Lars Braeuer) Date: Thu, 29 Sep 2011 20:04:25 +0200 Subject: [rt-users] Return from a local/html template to share/html template in case of special condition Message-ID: <4E84B329.10708@mpexnet.de> Hi, is there a way to return from a local/html template to the original share/html template, in case a certain condition is met? (Please read on for more details). With the inspiration from Joop concerning 'conditions', I found out about the html templates in share/html/. I want to be able to show a reduced set of date lines in the Ticket/Elements/ShowDates template to unprivileged users. I successfully created /local/html/Ticket/Elements/ShowDates with a reduced set of dates that is working for unprivileged users. Question: Is there a way to return to the original ShowDates template, in case $session{'CurrentUser'}->Privileged is true? See below for what is only working for unprivileged users for me (because the whole template seems to be exited in case this condition is met). \ \ % $m->callback( %ARGS, CallbackName => 'EndOfList', TicketObj => $Ticket );
<&|/l&>Created:<% $Ticket->CreatedObj->AsString %>
<&|/l&>Closed:<% $Ticket->ResolvedObj->AsString %>
<%init> # # This is not working: # return if $session{'CurrentUser'}->Privileged; <%ARGS> $Ticket => undef $UpdatedLink => 1 Thanks in advance. Best regards, Lars From falcone at bestpractical.com Thu Sep 29 14:04:46 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 29 Sep 2011 14:04:46 -0400 Subject: [rt-users] Outlook and Dashboard subscriptions In-Reply-To: <23037DC22CE8C3428E7636883099F1AAAB82411DE2@JXVXMP01.wwcorp.net> References: <23037DC22CE8C3428E7636883099F1AAAB82411DE2@JXVXMP01.wwcorp.net> Message-ID: <20110929180446.GH40151@jibsheet.com> On Thu, Sep 29, 2011 at 12:19:22PM -0400, Christopher Lasater wrote: >Has anyone come up with a way to improve the look of the Dashboard >email subscription in Outlook. It appears like every email client >except Outlook displays the HTML email wonderfully, but Outlook turns >it into a mess L Tables are not lined up well, backgrounds are missing, >chart legends are all over the place. Its not really something we can >use and send to people. Without knowing what version of Outlook you're using, it's hard to comment. At one time it worked really well on Outlook, there's also been some work to kill background colors since they render so poorly there. I believe you can find reference to that in the mailing list archives. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From CLasater at taleo.com Thu Sep 29 14:48:03 2011 From: CLasater at taleo.com (Christopher Lasater) Date: Thu, 29 Sep 2011 14:48:03 -0400 Subject: [rt-users] Outlook and Dashboard subscriptions In-Reply-To: <20110929180446.GH40151@jibsheet.com> References: <23037DC22CE8C3428E7636883099F1AAAB82411DE2@JXVXMP01.wwcorp.net> <20110929180446.GH40151@jibsheet.com> Message-ID: <23037DC22CE8C3428E7636883099F1AAAB82411EFD@JXVXMP01.wwcorp.net> I am using 2007, and some people here have 2010. I read about the option that pops up for 2010, but that does not really help the people using 2007. I only saw the one post for this issue back in March and they did not seem to have come up with a solution. -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 475 bytes Desc: not available URL: From jvdwege at xs4all.nl Thu Sep 29 15:29:00 2011 From: jvdwege at xs4all.nl (Joop) Date: Thu, 29 Sep 2011 21:29:00 +0200 Subject: [rt-users] Return from a local/html template to share/html template in case of special condition In-Reply-To: <4E84B329.10708@mpexnet.de> References: <4E84B329.10708@mpexnet.de> Message-ID: <4E84C6FC.4060908@xs4all.nl> Lars Braeuer wrote: > Hi, > > is there a way to return from a local/html template to the original share/html template, in case a > certain condition is met? (Please read on for more details). > > With the inspiration from Joop concerning 'conditions', I found out about the html templates in > share/html/. > > I want to be able to show a reduced set of date lines in the Ticket/Elements/ShowDates template to > unprivileged users. > > I successfully created /local/html/Ticket/Elements/ShowDates with a reduced set of dates > that is working for unprivileged users. > > Question: Is there a way to return to the original ShowDates template, in case > $session{'CurrentUser'}->Privileged is true? See below for what is only working for unprivileged > users for me (because the whole template seems to be exited in case this condition is met). > > > > > \ > > > > \ > > > % $m->callback( %ARGS, CallbackName => 'EndOfList', TicketObj => $Ticket ); >
<&|/l&>Created:<% $Ticket->CreatedObj->AsString %>
<&|/l&>Closed:<% $Ticket->ResolvedObj->AsString %>
> <%init> > # > # This is not working: > # > return if $session{'CurrentUser'}->Privileged; > > <%ARGS> > $Ticket => undef > $UpdatedLink => 1 > > You're almost there. I have the following in my Tickets/Elements/ShowTransaction %if (!$user->Privileged) { # anonymize support staff <% "Support" %> - <% $TicketString %> <% $desc %> %} %else { <% $Transaction->CreatorObj->Name %> - <% $TicketString %> <% $desc %> %} %if ($user->Privileged) { # show only time info for privileged staff <% $TimeTaken %> %} <% $titlebar_commands |n %> Just move the check for Privileged into the html table part and display according to Privileged or noet. Success, Joop From falcone at bestpractical.com Thu Sep 29 15:40:48 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 29 Sep 2011 15:40:48 -0400 Subject: [rt-users] Outlook and Dashboard subscriptions In-Reply-To: <23037DC22CE8C3428E7636883099F1AAAB82411EFD@JXVXMP01.wwcorp.net> References: <23037DC22CE8C3428E7636883099F1AAAB82411DE2@JXVXMP01.wwcorp.net> <20110929180446.GH40151@jibsheet.com> <23037DC22CE8C3428E7636883099F1AAAB82411EFD@JXVXMP01.wwcorp.net> Message-ID: <20110929194048.GI40151@jibsheet.com> On Thu, Sep 29, 2011 at 02:48:03PM -0400, Christopher Lasater wrote: > I am using 2007, and some people here have 2010. I read about the option that pops up for 2010, but that does not really help the people using 2007. I only saw the one post for this issue back in March and they did not seem to have come up with a solution. If you can play around with the generated HTML and tell us what will make it better on 2007, we can certainly work to get it folded into a future release. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jnarins at seniorbridge.com Thu Sep 29 16:14:50 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Thu, 29 Sep 2011 16:14:50 -0400 Subject: [rt-users] Failure trying to setup fulltext indices with Oracle In-Reply-To: <20110929175346.GD40151@jibsheet.com> References: <20110929175346.GD40151@jibsheet.com> Message-ID: > On Thu, Sep 29, 2011 at 09:00:16AM -0400, Josh Narins wrote: > > We are using RT4.0.2, Oracle 10g and RHEL5. > > > > RT is running fine. > > > > I wanted to add the full text search, and this is what I got... > > The CTXAPP role is tied to the Oracle Text tool. > Do you have Oracle Text installed? If not, Oracle has no full text > indexing. If you do have it installed, does it define a different role > name? > > -kevin Thank you. It was installed but not configured. > > > /home/apps/sbin/rt-setup-fulltext-index --dba system --dba- > password > > > ******** > > [Thu Sep 29 12:37:05 2011] [debug]: RT's GnuPG libraries couldn't > > successfully read your configured GnuPG home directory > > (/home/apps/builds/rt/rt-4.0.2/var/data/gpg). PGP support has been > > disabled (/home/apps/sbin/../lib/RT/Config.pm:579) > > [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: > > ORA-01919: role 'CTXAPP' does not exist (DBD ERROR: error possibly > > near <*> indicator at char 6 in 'GRANT <*>CTXAPP TO rt_user') [for > > Statement "GRANT CTXAPP TO rt_user"] at > > /home/apps/sbin/rt-setup-fulltext-index line 609. > > (/home/apps/sbin/rt-setup-fulltext-index:609) > > [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: > > ORA-04042: procedure, function, package, or package body does not > > exist (DBD ERROR: error possibly near <*> indicator at char 24 in > > 'GRANT EXECUTE ON CTXSYS.<*>CTX_DDL TO rt_user') [for Statement > "GRANT > > EXECUTE ON CTXSYS.CTX_DDL TO rt_user"] at > > /home/apps/sbin/rt-setup-fulltext-index line 609. > > (/home/apps/sbin/rt-setup-fulltext-index:609) > > [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: ORA- > 06550: line 1, column 7: > > PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared > > ORA-06550: line 1, column 7: > > PL/SQL: Statement ignored (DBD ERROR: error possibly near <*> > > indicator at char 6 in 'begin <*>ctx_ddl.create_preference(:p1, :p2); > > end;') [for Statement "begin ctx_ddl.create_preference(?, ?); end;"] > > at /home/apps/sbin/rt-setup-fulltext-index line 546. > > (/home/apps/sbin/rt-setup-fulltext-index:546) > > [Thu Sep 29 12:37:05 2011] [crit]: DBD::Oracle::db do failed: ORA- > 06550: line 1, column 7: > > PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared > > ORA-06550: line 1, column 7: > > PL/SQL: Statement ignored (DBD ERROR: error possibly near <*> > > indicator at char 6 in 'begin <*>ctx_ddl.create_preference(:p1, :p2); > > end;') [for Statement "begin ctx_ddl.create_preference(?, ?); end;"] > > at /home/apps/sbin/rt-setup-fulltext-index line 546. > > (/home/apps/sbin/../lib/RT.pm:340) > > DBD::Oracle::db do failed: ORA-06550: line 1, column 7: > > PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared > > ORA-06550: line 1, column 7: > > PL/SQL: Statement ignored (DBD ERROR: error possibly near <*> > indicator at char 6 in 'begin <*>ctx_ddl.create_preference(:p1, :p2); > end;') [for Statement "begin ctx_ddl.create_preference(?, ?); end;"] > at /home/apps/sbin/rt-setup-fulltext-index line 546. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnarins at seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From ktm at rice.edu Thu Sep 29 16:51:22 2011 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 29 Sep 2011 15:51:22 -0500 Subject: [rt-users] Adding CustomField update support to MobileUI RT-3.8.8 Message-ID: <20110929205122.GR22330@staff-mud-56-27.rice.edu> Dear RT Users, I am working on adding a some additional update capability to the MobileUI for an RT-3.8.8 installation. With the following change I can add Queue updating: rt2:/rt-3.8.8/local/plugins/RT-Extension-MobileUI/html/m/ticket> diff -u reply* --- reply 2010-12-08 10:34:21.000000000 -0600 +++ reply_WITHCFs 2011-09-29 15:43:53.000000000 -0500 @@ -23,6 +23,17 @@ Default => $ARGS{'Owner'} &> +
<&|/l&>Queue: +
+<& /Elements/SelectQueue, + Name => "Queue", + ShowNullOption => 0, + Default => $t->QueueObj->Id +&> +
+
<&|/l&>Hardware Platform: +
+
<&|/l&>Worked: <& /Elements/EditTimeValue, Name => 'UpdateTimeWorked', Unfortunately, "Hardware Platform" is a CustomField and I have not been able to get anything to work. Has anyone done this and could share a simple template for that functionality? Regards, Ken From ruz at bestpractical.com Thu Sep 29 17:17:02 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 30 Sep 2011 01:17:02 +0400 Subject: [rt-users] Adding CustomField update support to MobileUI RT-3.8.8 In-Reply-To: <20110929205122.GR22330@staff-mud-56-27.rice.edu> References: <20110929205122.GR22330@staff-mud-56-27.rice.edu> Message-ID: On Fri, Sep 30, 2011 at 12:51 AM, ktm at rice.edu wrote: > Unfortunately, "Hardware Platform" is a CustomField and I have not been > able to get anything to work. Has anyone done this and could share a > simple template for that functionality? > You probably need share/html/Elements/EditCustomField. -- Best regards, Ruslan. From DSilveira at prmg.mpf.gov.br Thu Sep 29 17:39:03 2011 From: DSilveira at prmg.mpf.gov.br (Daniel Silveira) Date: Thu, 29 Sep 2011 18:39:03 -0300 Subject: [rt-users] TransactionBatch scrip got fired twice Message-ID: <4E84BB45.9C15.0003.0@prmg.mpf.gov.br> Hi, I have the exact same problem with a very simple test-only scrip: Condition: on a transaction Action: user defined Stage: TransactionBatch Action code: $RT::Logger->info($self->TransactionObj->Id); Every transaction generated fires twice this scrip. If I chage the stage to TransactionCreate, then it works. Logfile: [Thu Sep 29 19:12:47 2011] [info]: 323732 ((eval 1558):1) [Thu Sep 29 19:12:47 2011] [info]: 323732 ((eval 1566):1) [Thu Sep 29 19:12:55 2011] [info]: 323733 ((eval 1582):1) [Thu Sep 29 19:12:55 2011] [info]: 323733 ((eval 1590):1) Thank you. Daniel Silveira On Thu, Sep 29, 2011 at 11:10:20AM -0400, Xin, Qiao wrote:>Hi,>>I have a scrip to to check when the ticket status changes. If I put it as TransactionBatch mode,>each time I change the ticket status, the scrip got fired twice and there will be dupllicated emails>sent out. I had to use TransactionBatch, since we want an email notification to be sent out when >either>1. the user use reply and modify the ticket status>2. modify the ticket status>>TransactionBatch works fine when user reply and modify ticket status but got duplicated emails when>just change ticket status.Please show your scrip configuration -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Sep 29 17:56:01 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 29 Sep 2011 17:56:01 -0400 Subject: [rt-users] TransactionBatch scrip got fired twice In-Reply-To: <4E84BB45.9C15.0003.0@prmg.mpf.gov.br> References: <20110929180056.GG40151@jibsheet.com> <4E84BB45.9C15.0003.0@prmg.mpf.gov.br> Message-ID: <20110929215601.GJ40151@jibsheet.com> On Thu, Sep 29, 2011 at 06:39:03PM -0300, Daniel Silveira wrote: > Hi, > > I have the exact same problem with a very simple test-only scrip: > > Condition: on a transaction > Action: user defined > Stage: TransactionBatch > > Action code: > $RT::Logger->info($self->TransactionObj->Id); There are two action boxes. Custom action preparation code: Custom action cleanup code: Which one did you put the log in. What did you put in the other one. -kevin > Every transaction generated fires twice this scrip. If I chage the stage to TransactionCreate, > then it works. > > Logfile: > [Thu Sep 29 19:12:47 2011] [info]: 323732 ((eval 1558):1) > [Thu Sep 29 19:12:47 2011] [info]: 323732 ((eval 1566):1) > [Thu Sep 29 19:12:55 2011] [info]: 323733 ((eval 1582):1) > [Thu Sep 29 19:12:55 2011] [info]: 323733 ((eval 1590):1) > Thank you. > Daniel Silveira > > On Thu, Sep 29, 2011 at 11:10:20AM -0400, Xin, Qiao wrote: > > Hi, > > > > I have a scrip to to check when the ticket status changes. If I put it as TransactionBatch mode, > > each time I change the ticket status, the scrip got fired twice and there will be dupllicated emails > > sent out. I had to use TransactionBatch, since we want an email notification to be sent out when > > either > > 1. the user use reply and modify the ticket status > > 2. modify the ticket status > > > > TransactionBatch works fine when user reply and modify ticket status but got duplicated emails when > > just change ticket status. > > Please show your scrip configuration > > -kevin > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From pofish at ucdavis.edu Thu Sep 29 18:34:20 2011 From: pofish at ucdavis.edu (Patrick Fish) Date: Thu, 29 Sep 2011 22:34:20 +0000 Subject: [rt-users] Content "disappears" when session left open Message-ID: <05AD4EE355A101449606559DD4802D753FDF70@exmbx6.ex.ad3.ucdavis.edu> Hi folks, I just received a few reports of users losing their correspondence when they are working on a ticket for a large amount of time (I've heard as low as 1 hour). After they finish their reply/comment, and select Update Ticket, it'll disappear into thin air with no error message given to the user. We are using RT 4.0.1 with WebExternalAuth enabled and Apache2+SSL with mod_auth_cas. WebSecureCookies is also enabled. I wasn't able to immediately recreate the issue, but I've had two separate reports of this happening. The users still had a valid CAS ticket. Has anyone seen this before? Thanks, Patrick -------------- next part -------------- An HTML attachment was scrubbed... URL: From justin.hayes at openbet.com Fri Sep 30 04:27:01 2011 From: justin.hayes at openbet.com (Justin Hayes) Date: Fri, 30 Sep 2011 09:27:01 +0100 Subject: [rt-users] RT not sending emails to owners for specific queue Message-ID: <77753614-645B-4DAE-92DE-B60FAC53AA42@openbet.com> RT 3.6.8 I've got a queue that we're using to track emails from recruiters. Because we want them to be able to create tickets and reply to them, but not actually see the tickets themselves, on the queue I've set it up so that the Everyone group has the CreateTicket and ReplyToTicket rights. The recruiters themselves have accounts which are enabled, and allowed to be assigned rights. They are not in any groups however so have no directly assigned rights. I have the standard scrip that emails owners on ticket reply. This works fine for all other queues. However on this new queue none of my owners are getting emails when the requestor replies to the ticket via email. The reply is added to the ticket (as they have the ReplyToTicket) right, so surely it should email out as per the scrip? Any suggestions welcome. Justin ------------------------------------------------- Justin Hayes OpenBet Head of Support justin.hayes at openbet.com +44 (0)20 8987 0715 +44 (0)7808 772 059 From falcone at bestpractical.com Fri Sep 30 11:12:59 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 30 Sep 2011 11:12:59 -0400 Subject: [rt-users] Content "disappears" when session left open In-Reply-To: <05AD4EE355A101449606559DD4802D753FDF70@exmbx6.ex.ad3.ucdavis.edu> References: <05AD4EE355A101449606559DD4802D753FDF70@exmbx6.ex.ad3.ucdavis.edu> Message-ID: <20110930151259.GK40151@jibsheet.com> On Thu, Sep 29, 2011 at 10:34:20PM +0000, Patrick Fish wrote: > I just received a few reports of users losing their correspondence > when they are working on a ticket for a large amount of time (I've > heard as low as 1 hour). After they finish their reply/comment, and > select Update Ticket, it'll disappear into thin air with no error > message given to the user. > > We are using RT 4.0.1 with WebExternalAuth enabled and Apache2+SSL > with mod_auth_cas. WebSecureCookies is also enabled. > > I wasn't able to immediately recreate the issue, but I've had two > separate reports of this happening. The users still had a valid CAS > ticket. Has anyone seen this before? You probably want to take a closer look at their session and see if they were given a new one spontaneously. If you have WebExternalAuthContinuous set to the default (which is more secure) it's entirely possible that their cookie or session got lost and RT had to make a new one, which would lose context. -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 Sep 30 11:13:22 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 30 Sep 2011 11:13:22 -0400 Subject: [rt-users] RT not sending emails to owners for specific queue In-Reply-To: <77753614-645B-4DAE-92DE-B60FAC53AA42@openbet.com> References: <77753614-645B-4DAE-92DE-B60FAC53AA42@openbet.com> Message-ID: <20110930151322.GL40151@jibsheet.com> On Fri, Sep 30, 2011 at 09:27:01AM +0100, Justin Hayes wrote: > RT 3.6.8 > > I've got a queue that we're using to track emails from recruiters. Because we want them to be able to create tickets and reply to them, but not actually see the tickets themselves, on the queue I've set it up so that the Everyone group has the CreateTicket and ReplyToTicket rights. > > The recruiters themselves have accounts which are enabled, and allowed to be assigned rights. They are not in any groups however so have no directly assigned rights. > > I have the standard scrip that emails owners on ticket reply. This works fine for all other queues. > > However on this new queue none of my owners are getting emails when the requestor replies to the ticket via email. The reply is added to the ticket (as they have the ReplyToTicket) right, so surely it should email out as per the scrip? And what do your debug logs say happens on correspondence? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From josh.cole at fresno.edu Fri Sep 30 11:35:46 2011 From: josh.cole at fresno.edu (josh.cole) Date: Fri, 30 Sep 2011 08:35:46 -0700 (PDT) Subject: [rt-users] Problems with Fetchmail/RT Mailgate In-Reply-To: References: <32549908.post@talk.nabble.com> Message-ID: <32569792.post@talk.nabble.com> I actually did get it working last night after reinstalling postfix and fetchmail! Rob MacGregor wrote: > > On Wed, Sep 28, 2011 at 20:49, josh.cole wrote: >> >> I tried adding auth ntlm to the config as well. It doesn't seem to have >> helped me much. > > Can you provide the output of the following commands (as covered in > Fetchmail's FAQ - http://fetchmail.berlios.de/fetchmail-FAQ.html#G3): > > env LC_ALL=C fetchmail -V > env LC_ALL=C fetchmail --nodetach -vvv --nosyslog > > Note that is 3 'v' characters, there are no 'w' characters there. > > -- > ? ? ? ? ? ? ? ?? Please keep list traffic on the list. > > Rob MacGregor > ? ? ? Whoever fights monsters should see to it that in the process he > ? ? ? ? doesn't become a monster.? ? ? ? ? ? ? ? ? Friedrich Nietzsche > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 > -- View this message in context: http://old.nabble.com/Re%3A-Problems-with-Fetchmail-RT-Mailgate-tp32557593p32569792.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Michael.Morel at totem.ca Fri Sep 30 12:16:12 2011 From: Michael.Morel at totem.ca (Michael Morel) Date: Fri, 30 Sep 2011 10:16:12 -0600 Subject: [rt-users] RT4.0.2 Modify Custom Field layout In-Reply-To: <20110929175954.GE40151@jibsheet.com> References: <4E839638.4070108@totem.ca> <20110929175954.GE40151@jibsheet.com> Message-ID: <4E85EB4C.4040400@totem.ca> Thanks, I am going to dig into that today. Michael On 11-09-29 11:59 AM, Kevin Falcone wrote: > On Wed, Sep 28, 2011 at 03:48:40PM -0600, Michael Morel wrote: >> I have been trolling through the mailing lists for information. >> >> I have 20 "Custom Fields". >> The "Custom Fields" are one column in the "Display" page for a >> ticket and they show up fine for there. >> Though later on it would be nice to add some separators between >> fields and some text here. >> >> More importantly: >> >> I would like to modify the layout when we edit the "Custom Fields" >> after a ticket has been created. >> >> RT orders ticket specifics like "Subject", "Status", "Queue" into >> one column, fine. >> RT then orders the "Custom Fields" into two columns and it is a bit >> of a dogs breakfast. >> >> I would like to have some separators and maybe some text between >> them. ie. Design, Implementation >> I would also like to set the size of the Text box created. >> >> I know I can order them using the UI and that is helpful, but what >> is the best way to go about >> changing the formatting of the Edit page? Best Practice? > You can swap from 2 columns to 1 by setting the > EditCustomFieldsSingleColumn config option. To add breaks and extra > wording, you'll need to use the various callbacks in EditCustomFields > and the components that it calls. > > -kevin > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA --- September 26& 27, 2011 > * San Francisco, CA, USA --- October 18& 19, 2011 > * Washington DC, USA --- October 31& November 1, 2011 > * Melbourne VIC, Australia --- November 28& 29, 2011 > * Barcelona, Spain --- November 28& 29, 2011 -- *Michael Morel* Systems Administrator Ph 403-247-7300 Fx 403-247-6501 Michael.Morel at totem.ca www.totem.ca *Totem Building Supplies Ltd.* 6920 - 29th Avenue NW Calgary, Alberta T3B 0J4 -------------- next part -------------- An HTML attachment was scrubbed... URL: From josh.cole at fresno.edu Fri Sep 30 12:31:46 2011 From: josh.cole at fresno.edu (josh.cole) Date: Fri, 30 Sep 2011 09:31:46 -0700 (PDT) Subject: [rt-users] Problems with Fetchmail/RT Mailgate In-Reply-To: <32569792.post@talk.nabble.com> References: <32549908.post@talk.nabble.com> <32569792.post@talk.nabble.com> Message-ID: <32570133.post@talk.nabble.com> Is there a command that can be entered into the fetchmail config that can assign an owner when placing ticket's into specific queue's? josh.cole wrote: > > I actually did get it working last night after reinstalling postfix and > fetchmail! > > Rob MacGregor wrote: >> >> On Wed, Sep 28, 2011 at 20:49, josh.cole wrote: >>> >>> I tried adding auth ntlm to the config as well. It doesn't seem to have >>> helped me much. >> >> Can you provide the output of the following commands (as covered in >> Fetchmail's FAQ - http://fetchmail.berlios.de/fetchmail-FAQ.html#G3): >> >> env LC_ALL=C fetchmail -V >> env LC_ALL=C fetchmail --nodetach -vvv --nosyslog >> >> Note that is 3 'v' characters, there are no 'w' characters there. >> >> -- >> ? ? ? ? ? ? ? ?? Please keep list traffic on the list. >> >> Rob MacGregor >> ? ? ? Whoever fights monsters should see to it that in the process he >> ? ? ? ? doesn't become a monster.? ? ? ? ? ? ? ? ? Friedrich Nietzsche >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Chicago, IL, USA September 26 & 27, 2011 >> * San Francisco, CA, USA October 18 & 19, 2011 >> * Washington DC, USA October 31 & November 1, 2011 >> * Melbourne VIC, Australia November 28 & 29, 2011 >> * Barcelona, Spain November 28 & 29, 2011 >> > > -- View this message in context: http://old.nabble.com/Re%3A-Problems-with-Fetchmail-RT-Mailgate-tp32557593p32570133.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Michael.Morel at totem.ca Fri Sep 30 13:07:59 2011 From: Michael.Morel at totem.ca (Michael Morel) Date: Fri, 30 Sep 2011 11:07:59 -0600 Subject: [rt-users] RT4.0.2 Modify Custom Field layout In-Reply-To: <4E85EB4C.4040400@totem.ca> References: <4E839638.4070108@totem.ca> <20110929175954.GE40151@jibsheet.com> <4E85EB4C.4040400@totem.ca> Message-ID: <4E85F76F.9030204@totem.ca> What am I missing here. I edited RT_SiteConfig.pm with the new value but two columns still show up when I edit Custom Fields. mciahel # pwd /opt/rt4/etc # grep Column * RT_Config.pm:=item C<$EditCustomFieldsSingleColumn> RT_Config.pm:Set($EditCustomFieldsSingleColumn, 0); RT_SiteConfig.pm:Set( $EditCustomFieldsSingleColumn, 1); # cat /usr/local/bin/clean_mason.sh rm -rf /opt/rt4/var/mason_data/obj/* /etc/init.d/httpd restart # /usr/local/bin/clean_mason.sh Stopping httpd: [ OK ] Starting httpd: [ OK ] # On 11-09-30 10:16 AM, Michael Morel wrote: > Thanks, I am going to dig into that today. > > Michael > > > On 11-09-29 11:59 AM, Kevin Falcone wrote: >> On Wed, Sep 28, 2011 at 03:48:40PM -0600, Michael Morel wrote: >>> I have been trolling through the mailing lists for information. >>> >>> I have 20 "Custom Fields". >>> The "Custom Fields" are one column in the "Display" page for a >>> ticket and they show up fine for there. >>> Though later on it would be nice to add some separators between >>> fields and some text here. >>> >>> More importantly: >>> >>> I would like to modify the layout when we edit the "Custom Fields" >>> after a ticket has been created. >>> >>> RT orders ticket specifics like "Subject", "Status", "Queue" into >>> one column, fine. >>> RT then orders the "Custom Fields" into two columns and it is a bit >>> of a dogs breakfast. >>> >>> I would like to have some separators and maybe some text between >>> them. ie. Design, Implementation >>> I would also like to set the size of the Text box created. >>> >>> I know I can order them using the UI and that is helpful, but what >>> is the best way to go about >>> changing the formatting of the Edit page? Best Practice? >> You can swap from 2 columns to 1 by setting the >> EditCustomFieldsSingleColumn config option. To add breaks and extra >> wording, you'll need to use the various callbacks in EditCustomFields >> and the components that it calls. >> >> -kevin >> >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Chicago, IL, USA --- September 26& 27, 2011 >> * San Francisco, CA, USA --- October 18& 19, 2011 >> * Washington DC, USA --- October 31& November 1, 2011 >> * Melbourne VIC, Australia --- November 28& 29, 2011 >> * Barcelona, Spain --- November 28& 29, 2011 > > -- > *Michael Morel* > Systems Administrator > Ph 403-247-7300 > Fx 403-247-6501 > Michael.Morel at totem.ca > www.totem.ca > *Totem Building Supplies Ltd.* > 6920 - 29th Avenue NW > Calgary, Alberta T3B 0J4 > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA --- October 18& 19, 2011 > * Washington DC, USA --- October 31& November 1, 2011 > * Melbourne VIC, Australia --- November 28& 29, 2011 > * Barcelona, Spain --- November 28& 29, 2011 -- *Michael Morel* Systems Administrator Ph 403-247-7300 Fx 403-247-6501 Michael.Morel at totem.ca www.totem.ca *Totem Building Supplies Ltd.* 6920 - 29th Avenue NW Calgary, Alberta T3B 0J4 -------------- next part -------------- An HTML attachment was scrubbed... URL: From DSilveira at prmg.mpf.gov.br Fri Sep 30 13:09:20 2011 From: DSilveira at prmg.mpf.gov.br (Daniel Silveira) Date: Fri, 30 Sep 2011 14:09:20 -0300 Subject: [rt-users] TransactionBatch scrip got fired twice Message-ID: <4E85CD8E.9C15.0003.0@prmg.mpf.gov.br> I tried both action boxes, the same problem happened. My RT is 4.0.2 fresh install, imported database from RT 3.8.8. To add more info, I changed the log a bit. The configuration now is: Condition: on transaction Action: User Defined Template: Global template: Blank Stage: TransactionBatch Custom condition: empty Custom action preparation code: $RT::Logger->info("Id: ".$self->TransactionObj->Id); $RT::Logger->info("Field: ".$self->TransactionObj->Field); $RT::Logger->info("Type: ".$self->TransactionObj->Type); $RT::Logger->info("NewValue: ".$self->TransactionObj->NewValue ); return 1; Custom action cleanup code: return 1; The log after changing the Time Worked to 30min: [Fri Sep 30 16:58:08 2011] [info]: Id: 323754 ((eval 1836):1) [Fri Sep 30 16:58:08 2011] [info]: Field: TimeWorked ((eval 1836):2) [Fri Sep 30 16:58:08 2011] [info]: Type: Set ((eval 1836):3) [Fri Sep 30 16:58:08 2011] [info]: NewValue: 30 ((eval 1836):4) [Fri Sep 30 16:58:08 2011] [info]: Id: 323754 ((eval 1854):1) [Fri Sep 30 16:58:08 2011] [info]: Field: TimeWorked ((eval 1854):2) [Fri Sep 30 16:58:08 2011] [info]: Type: Set ((eval 1854):3) [Fri Sep 30 16:58:08 2011] [info]: NewValue: 30 ((eval 1854):4) I noticed that the problem doesn't happen when the scrip is acting upon "on comment" condition. But with other conditions like "On Status Change" and "On Owner Change" the problem persists. If I change the action to "Send Email", which is what i want, the system sends 2 emails. Thanks in advance. Daniel Silveira >>> Kevin Falcone 09/29/11 6:56 pm >>> On Thu, Sep 29, 2011 at 06:39:03PM -0300, Daniel Silveira wrote: > Hi, > > I have the exact same problem with a very simple test-only scrip: > > Condition: on a transaction > Action: user defined > Stage: TransactionBatch > > Action code: > $RT::Logger->info($self->TransactionObj->Id); There are two action boxes. Custom action preparation code: Custom action cleanup code: Which one did you put the log in. What did you put in the other one. -kevin > Every transaction generated fires twice this scrip. If I chage the stage to TransactionCreate, > then it works. > > Logfile: > [Thu Sep 29 19:12:47 2011] [info]: 323732 ((eval 1558):1) > [Thu Sep 29 19:12:47 2011] [info]: 323732 ((eval 1566):1) > [Thu Sep 29 19:12:55 2011] [info]: 323733 ((eval 1582):1) > [Thu Sep 29 19:12:55 2011] [info]: 323733 ((eval 1590):1) > Thank you. > Daniel Silveira > > On Thu, Sep 29, 2011 at 11:10:20AM -0400, Xin, Qiao wrote: > > Hi, > > > > I have a scrip to to check when the ticket status changes. If I put it as TransactionBatch mode, > > each time I change the ticket status, the scrip got fired twice and there will be dupllicated emails > > sent out. I had to use TransactionBatch, since we want an email notification to be sent out when > > either > > 1. the user use reply and modify the ticket status > > 2. modify the ticket status > > > > TransactionBatch works fine when user reply and modify ticket status but got duplicated emails when > > just change ticket status. > > Please show your scrip configuration > > -kevin > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From MarkRoedel at letu.edu Fri Sep 30 13:32:06 2011 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Fri, 30 Sep 2011 17:32:06 +0000 Subject: [rt-users] restrict due-date changes? Message-ID: <2B3D699B434F1F49B73F97861B5FD5446F846ABD@Mail-DB-1.letnet.net> I've had a couple of different requests recently for some sort of protection on the "Due" field in particular queues so that it can only be modified by managers. Has anybody already done something like this? Is it something that could be reasonably easy to implement either as a scrip action or a callback? -------------- next part -------------- An HTML attachment was scrubbed... URL: From david.chandek.stark at duke.edu Fri Sep 30 13:43:47 2011 From: david.chandek.stark at duke.edu (David Chandek-Stark) Date: Fri, 30 Sep 2011 17:43:47 +0000 Subject: [rt-users] RT4 "Articles" documentation In-Reply-To: <20110727210221.GG807@jibsheet.com> Message-ID: The pod file is not present in the source dist of RT 4.0.2. --David On 7/27/11 5:02 PM, "Kevin Falcone" wrote: >On Tue, Jul 26, 2011 at 09:50:49PM -0900, Simon Walter wrote: >> I'm unable to find much documentation regarding "Articles" in RT4. I >>know RTFM was integrated >> into RT itself. It seems some of the functionality has changed. >>There is some information here >> about RTFM [1] and some >>of it applies to RT4. >> >> The website says: "Incredibly flexible: use articles for any kind of >>content and track only >> what you need". >> >> So... where can I find information / documentation on RT4's Articles >>- the syntax, >> functionality, etc? > >Start with articles_instroduction.pod that ships with RT in the docs/ >directory > >-kevin > >-------- >2011 Training: http://bestpractical.com/services/training.html From falcone at bestpractical.com Fri Sep 30 14:00:16 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 30 Sep 2011 14:00:16 -0400 Subject: [rt-users] RT4 "Articles" documentation In-Reply-To: References: <20110727210221.GG807@jibsheet.com> Message-ID: <20110930180016.GM40151@jibsheet.com> On Fri, Sep 30, 2011 at 05:43:47PM +0000, David Chandek-Stark wrote: > The pod file is not present in the source dist of RT 4.0.2. That's strange: falcone at transom:~$ wget http://download.bestpractical.com/pub/rt/release/rt-4.0.2.tar.gz falcone at transom:~$ tar zxf rt-4.0.2.tar.gz falcone at transom:~$ find rt-4.0.2/docs/ -name articles_introduction.pod rt-4.0.2/docs//customizing/articles_introduction.pod It'll even be installed in /opt/rt4/docs/ -kevin > On 7/27/11 5:02 PM, "Kevin Falcone" wrote: > > >On Tue, Jul 26, 2011 at 09:50:49PM -0900, Simon Walter wrote: > >> I'm unable to find much documentation regarding "Articles" in RT4. I > >>know RTFM was integrated > >> into RT itself. It seems some of the functionality has changed. > >>There is some information here > >> about RTFM [1] and some > >>of it applies to RT4. > >> > >> The website says: "Incredibly flexible: use articles for any kind of > >>content and track only > >> what you need". > >> > >> So... where can I find information / documentation on RT4's Articles > >>- the syntax, > >> functionality, etc? > > > >Start with articles_instroduction.pod that ships with RT in the docs/ > >directory > > > >-kevin > > > >-------- > >2011 Training: http://bestpractical.com/services/training.html > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From david.chandek.stark at duke.edu Fri Sep 30 14:14:28 2011 From: david.chandek.stark at duke.edu (David Chandek-Stark) Date: Fri, 30 Sep 2011 18:14:28 +0000 Subject: [rt-users] RT4 "Articles" documentation In-Reply-To: <20110930180016.GM40151@jibsheet.com> Message-ID: Sorry, I only looked in the docs/ directory itself ... --D On 9/30/11 2:00 PM, "Kevin Falcone" wrote: >On Fri, Sep 30, 2011 at 05:43:47PM +0000, David Chandek-Stark wrote: >> The pod file is not present in the source dist of RT 4.0.2. > >That's strange: > >falcone at transom:~$ wget >http://download.bestpractical.com/pub/rt/release/rt-4.0.2.tar.gz >falcone at transom:~$ tar zxf rt-4.0.2.tar.gz >falcone at transom:~$ find rt-4.0.2/docs/ -name articles_introduction.pod >rt-4.0.2/docs//customizing/articles_introduction.pod > >It'll even be installed in /opt/rt4/docs/ > >-kevin > >> On 7/27/11 5:02 PM, "Kevin Falcone" wrote: >> >> >On Tue, Jul 26, 2011 at 09:50:49PM -0900, Simon Walter wrote: >> >> I'm unable to find much documentation regarding "Articles" in >>RT4. I >> >>know RTFM was integrated >> >> into RT itself. It seems some of the functionality has changed. >> >>There is some information here >> >> about RTFM [1] and some >> >>of it applies to RT4. >> >> >> >> The website says: "Incredibly flexible: use articles for any kind >>of >> >>content and track only >> >> what you need". >> >> >> >> So... where can I find information / documentation on RT4's >>Articles >> >>- the syntax, >> >> functionality, etc? >> > >> >Start with articles_instroduction.pod that ships with RT in the docs/ >> >directory >> > >> >-kevin >> > >> >-------- >> >2011 Training: http://bestpractical.com/services/training.html >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * San Francisco, CA, USA October 18 & 19, 2011 >> * Washington DC, USA October 31 & November 1, 2011 >> * Melbourne VIC, Australia November 28 & 29, 2011 >> * Barcelona, Spain November 28 & 29, 2011 >-------- >RT Training Sessions (http://bestpractical.com/services/training.html) >* San Francisco, CA, USA ? October 18 & 19, 2011 >* Washington DC, USA ? October 31 & November 1, 2011 >* Melbourne VIC, Australia ? November 28 & 29, 2011 >* Barcelona, Spain ? November 28 & 29, 2011 From efinley.lists at gmail.com Fri Sep 30 14:16:35 2011 From: efinley.lists at gmail.com (Elliot Finley) Date: Fri, 30 Sep 2011 12:16:35 -0600 Subject: [rt-users] RT4 ticketSQL search for tickets in queues that I'm watching Message-ID: I have an installation that is made up of many queues. All queues need to be visible to everyone so that they are able to move tickets to any queue. But each group is only able to ModifyTicket on their own queue (1 or 2 of them). I would like to create a dashboard that shows tickets only in the queues that they are CC watchers on. I could create a separate dashboard for each group and hard-code the relevant queues in them easy enough, but I'm trying to write a single system-wide dashboard that keys off of '__CurrentUser__' somehow so that: 1) I only have to write a single query 2) I don't have to rewrite any queries if I change queues around Any help would be appreciated. Thanks, Elliot From ruz at bestpractical.com Fri Sep 30 14:25:04 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 30 Sep 2011 22:25:04 +0400 Subject: [rt-users] RT4 ticketSQL search for tickets in queues that I'm watching In-Reply-To: References: Message-ID: Hi, QueueCc.id = '__CurrentUser__' On Fri, Sep 30, 2011 at 10:16 PM, Elliot Finley wrote: > I have an installation that is made up of many queues. ?All queues > need to be visible to everyone so that they are able to move tickets > to any queue. ?But each group is only able to ModifyTicket on their > own queue (1 or 2 of them). ?I would like to create a dashboard that > shows tickets only in the queues that they are CC watchers on. ?I > could create a separate dashboard for each group and hard-code the > relevant queues in them easy enough, but I'm trying to write a single > system-wide dashboard that keys off of '__CurrentUser__' somehow so > that: > > 1) I only have to write a single query > 2) I don't have to rewrite any queries if I change queues around > > Any help would be appreciated. > > Thanks, > Elliot > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From lab at pacbell.net Fri Sep 30 15:18:43 2011 From: lab at pacbell.net (20/20 Lab) Date: Fri, 30 Sep 2011 12:18:43 -0700 Subject: [rt-users] Problems with Fetchmail/RT Mailgate In-Reply-To: <32570133.post@talk.nabble.com> References: <32549908.post@talk.nabble.com> <32569792.post@talk.nabble.com> <32570133.post@talk.nabble.com> Message-ID: <4E861613.1090200@pacbell.net> On 09/30/2011 9:31 AM, josh.cole wrote: > Is there a command that can be entered into the fetchmail config that can > assign an owner when placing ticket's into specific queue's? > > > > josh.cole wrote: >> I actually did get it working last night after reinstalling postfix and >> fetchmail! >> >> Rob MacGregor wrote: >>> On Wed, Sep 28, 2011 at 20:49, josh.cole wrote: >>>> I tried adding auth ntlm to the config as well. It doesn't seem to have >>>> helped me much. >>> Can you provide the output of the following commands (as covered in >>> Fetchmail's FAQ - http://fetchmail.berlios.de/fetchmail-FAQ.html#G3): >>> >>> env LC_ALL=C fetchmail -V >>> env LC_ALL=C fetchmail --nodetach -vvv --nosyslog >>> >>> Note that is 3 'v' characters, there are no 'w' characters there. >>> >>> -- >>> Please keep list traffic on the list. >>> >>> Rob MacGregor >>> Whoever fights monsters should see to it that in the process he >>> doesn't become a monster. Friedrich Nietzsche >>> -------- >>> RT Training Sessions (http://bestpractical.com/services/training.html) >>> * Chicago, IL, USA September 26& 27, 2011 >>> * San Francisco, CA, USA October 18& 19, 2011 >>> * Washington DC, USA October 31& November 1, 2011 >>> * Melbourne VIC, Australia November 28& 29, 2011 >>> * Barcelona, Spain November 28& 29, 2011 >>> >> Not as far as I know. You might look into the CommandByMail extension for something like that. From efinley.lists at gmail.com Fri Sep 30 15:36:06 2011 From: efinley.lists at gmail.com (Elliot Finley) Date: Fri, 30 Sep 2011 13:36:06 -0600 Subject: [rt-users] RT4 ticketSQL search for tickets in queues that I'm watching In-Reply-To: References: Message-ID: Thank you, that worked great. Is there anywhere that lists all the variables and values that are available to be used in ticketSQL? On Fri, Sep 30, 2011 at 12:25 PM, Ruslan Zakirov wrote: > Hi, > > QueueCc.id = '__CurrentUser__' > > On Fri, Sep 30, 2011 at 10:16 PM, Elliot Finley wrote: >> I have an installation that is made up of many queues. ?All queues >> need to be visible to everyone so that they are able to move tickets >> to any queue. ?But each group is only able to ModifyTicket on their >> own queue (1 or 2 of them). ?I would like to create a dashboard that >> shows tickets only in the queues that they are CC watchers on. ?I >> could create a separate dashboard for each group and hard-code the >> relevant queues in them easy enough, but I'm trying to write a single >> system-wide dashboard that keys off of '__CurrentUser__' somehow so >> that: >> >> 1) I only have to write a single query >> 2) I don't have to rewrite any queries if I change queues around >> >> Any help would be appreciated. >> >> Thanks, >> Elliot >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * ?San Francisco, CA, USA ?October 18 & 19, 2011 >> * ?Washington DC, USA ?October 31 & November 1, 2011 >> * ?Melbourne VIC, Australia ?November 28 & 29, 2011 >> * ?Barcelona, Spain ?November 28 & 29, 2011 >> > > > > -- > Best regards, Ruslan. > From Charles.Kugelman at kaplan.com Fri Sep 30 16:29:34 2011 From: Charles.Kugelman at kaplan.com (Charles Kugelman) Date: Fri, 30 Sep 2011 16:29:34 -0400 Subject: [rt-users] Custom Fields - Incorrect Order on 3.8.10 Message-ID: <9E0168DD8BF6954A9096D2B8E40A55F327CF81E0@EXKPBYSB1.alpha.kaplaninc.com> Hello All, We recently updated RT from 3.8.2 to 3.8.10 (planning to go to version 4 at a later date). We've always had an issue (with 3.8.2) where the Custom Fields (under Queue>Ticket Custom Fields) will work great for a while after they're added to a queue but will start to malfunction on the queue after some time (most notably after adding additional CFs to the queue). This behavior seems to have carried over to 3.8.10 for our environment, though I was hopeful it would not due to the CF ordering fix in 3.8.8. The malfunction generally consists of three things: 1. When trying to change the order of the CFs on a queue (using the Up and Down links), RT will report that the CF was moved up or down. The position of the "moved" custom field however will remain unchanged. 2. When at the create tickets page for queue with the CFs applied, the order of the CFs is exactly the same as in item 1, not as I initially had them ordered. This is the most problematic part for users due to the chaotic order of CFs on the create ticket screen. 3. Once a queue is broken (i.e. the CFs have stopped responding to my ordering requests using the Up/Down links), it seems to stay that way (even if I remove all the CFs and re-add them). There are quite a few customized pages/etc. in the /opt/rt3/local directory (which were made using files from 3.8.2). This may be contributing to the problem, but I'm not sure which (if any) of these pages could be contributing to the issue. We're running RT 3.8.10 using an Oracle database. Any thoughts? -CK -------------- next part -------------- An HTML attachment was scrubbed... URL: From ggreene at minervanetworks.com Fri Sep 30 17:10:46 2011 From: ggreene at minervanetworks.com (Gary Greene) Date: Fri, 30 Sep 2011 14:10:46 -0700 Subject: [rt-users] Cannot login with external auth user via mobile web UI Message-ID: I?ve both Authen::ExternalAuth and Extension::MobileUI installed, however, when I attempt to login via the Web UI on my iPhone with an External account, it will not authenticate me against my AD user. Is this a known issue with the Mobile UI extension? If not, is there anything special I need to do to get auth working for it? (I can login just fine with ExternalAuth and the normal browser UI.) -- Gary L. Greene, Jr. Sr. Systems Administrator IT Operations, Minerva Networks Inc. Cell: (650) 704-6633 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2453 bytes Desc: not available URL: From ruz at bestpractical.com Fri Sep 30 17:44:25 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 1 Oct 2011 01:44:25 +0400 Subject: [rt-users] Custom Fields - Incorrect Order on 3.8.10 In-Reply-To: <9E0168DD8BF6954A9096D2B8E40A55F327CF81E0@EXKPBYSB1.alpha.kaplaninc.com> References: <9E0168DD8BF6954A9096D2B8E40A55F327CF81E0@EXKPBYSB1.alpha.kaplaninc.com> Message-ID: Hi, Which version of DBIx::SearchBuilder module do you use? Upgrade to 1.53 at least. Run the following query and send results: SELECT cf.Name, q.Name, ocf.SortOrder FROM ObjectCustomFields ocf JOIN CustomFields cf ON cf.id = ocf.CustomField LEFT JOIN Queues q ON q.id = ocf.ObjectId; Enable SQL logging, open ticket's page with custom fields and send queries from the log that select custom fields. On Sat, Oct 1, 2011 at 12:29 AM, Charles Kugelman wrote: > Hello All, > > We recently updated RT from 3.8.2 to 3.8.10 (planning to go to version 4 at > a later date). > > > > We?ve always had an issue (with 3.8.2) where the Custom Fields (under > Queue>Ticket Custom Fields) will work great for a while after they?re added > to a queue but will start to malfunction on the queue after some time (most > notably after adding additional CFs to the queue). This behavior seems to > have carried over to 3.8.10 for our environment, though I was hopeful it > would not due to the CF ordering fix in 3.8.8. > > > > The malfunction generally consists of three things: > > 1.?????? When trying to change the order of the CFs on a queue (using the Up > and Down links), RT will report that the CF was moved up or down. The > position of the ?moved? custom field however will remain unchanged. > > 2.?????? When at the create tickets page for queue with the CFs applied, the > order of the CFs is exactly the same as in item 1, not as I initially had > them ordered. This is the most problematic part for users due to the chaotic > order of CFs on the create ticket screen. > > 3.?????? Once a queue is broken (i.e. the CFs have stopped responding to my > ordering requests using the Up/Down links), it seems to stay that way (even > if I remove all the CFs and re-add them). > > > > There are quite a few customized pages/etc. in the /opt/rt3/local directory > (which were made using files from 3.8.2). This may be contributing to the > problem, but I?m not sure which (if any) of these pages could be > contributing to the issue. > > > > We?re running RT 3.8.10 using an Oracle database. > > > > Any thoughts? > > > > -CK > > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?San Francisco, CA, USA ? October 18 & 19, 2011 > * ?Washington DC, USA ? October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ? November 28 & 29, 2011 > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From ruz at bestpractical.com Fri Sep 30 18:08:13 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 1 Oct 2011 02:08:13 +0400 Subject: [rt-users] RT4 ticketSQL search for tickets in queues that I'm watching In-Reply-To: References: Message-ID: Hi, lib/RT/Tickets.pm (_Overlay.pm in RT 3.8) has all keywords that can be used on left hand side of a condition, it easy to find them in the file. There are only three special cases for right hand side of a condition: 1) __Bookmarked__ that only can be used in id = '__Bookmarked__' and id != '__Bookmarked__' 2) __CurrentUser__ that can be used in any condition, but only makes sense with Owner.id, Cc.id, AdminCc.id ... 3) Dates can use special syntax to create conditions with dates relative to the moment when search is performed. For example Due < 'now'. See wiki for examples and references to all possible values. I don't remember anything else. On Fri, Sep 30, 2011 at 11:36 PM, Elliot Finley wrote: > Thank you, that worked great. ?Is there anywhere that lists all the > variables and values that are available to be used in ticketSQL? > > On Fri, Sep 30, 2011 at 12:25 PM, Ruslan Zakirov wrote: >> Hi, >> >> QueueCc.id = '__CurrentUser__' >> >> On Fri, Sep 30, 2011 at 10:16 PM, Elliot Finley wrote: >>> I have an installation that is made up of many queues. ?All queues >>> need to be visible to everyone so that they are able to move tickets >>> to any queue. ?But each group is only able to ModifyTicket on their >>> own queue (1 or 2 of them). ?I would like to create a dashboard that >>> shows tickets only in the queues that they are CC watchers on. ?I >>> could create a separate dashboard for each group and hard-code the >>> relevant queues in them easy enough, but I'm trying to write a single >>> system-wide dashboard that keys off of '__CurrentUser__' somehow so >>> that: >>> >>> 1) I only have to write a single query >>> 2) I don't have to rewrite any queries if I change queues around >>> >>> Any help would be appreciated. >>> >>> Thanks, >>> Elliot >>> -------- >>> RT Training Sessions (http://bestpractical.com/services/training.html) >>> * ?San Francisco, CA, USA ?October 18 & 19, 2011 >>> * ?Washington DC, USA ?October 31 & November 1, 2011 >>> * ?Melbourne VIC, Australia ?November 28 & 29, 2011 >>> * ?Barcelona, Spain ?November 28 & 29, 2011 >>> >> >> >> >> -- >> Best regards, Ruslan. >> > -- Best regards, Ruslan. From ruz at bestpractical.com Fri Sep 30 18:16:17 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 1 Oct 2011 02:16:17 +0400 Subject: [rt-users] TransactionBatch scrip got fired twice In-Reply-To: <4E85CD8E.9C15.0003.0@prmg.mpf.gov.br> References: <4E85CD8E.9C15.0003.0@prmg.mpf.gov.br> Message-ID: Hi, Add logging into preparation and commit blocks at the same time. It's expected that preparation stage can be executed several times and commit code never executed. This is the reason why you shouldn't change anything in the preparation code. On Fri, Sep 30, 2011 at 9:09 PM, Daniel Silveira wrote: > I tried both action boxes, the same problem happened. > My RT is 4.0.2 fresh install, imported database from RT 3.8.8. > To add more info, I changed the log a bit. The configuration?now is: > > Condition: on transaction > Action: User Defined > Template: Global template: Blank > Stage: TransactionBatch > > Custom condition: > ?????? empty > Custom action preparation code: > ????? $RT::Logger->info("Id: ".$self->TransactionObj->Id); > ????? $RT::Logger->info("Field: ".$self->TransactionObj->Field); > ????? $RT::Logger->info("Type: ".$self->TransactionObj->Type); > ????? $RT::Logger->info("NewValue: ".$self->TransactionObj->NewValue ); > ????? return 1; > Custom action cleanup code: > ????? return 1; > > The log?after changing the Time Worked to 30min: > > [Fri Sep 30 16:58:08 2011] [info]: Id: 323754 ((eval 1836):1) > [Fri Sep 30 16:58:08 2011] [info]: Field: TimeWorked ((eval 1836):2) > [Fri Sep 30 16:58:08 2011] [info]: Type: Set ((eval 1836):3) > [Fri Sep 30 16:58:08 2011] [info]: NewValue: 30 ((eval 1836):4) > [Fri Sep 30 16:58:08 2011] [info]: Id: 323754 ((eval 1854):1) > [Fri Sep 30 16:58:08 2011] [info]: Field: TimeWorked ((eval 1854):2) > [Fri Sep 30 16:58:08 2011] [info]: Type: Set ((eval 1854):3) > [Fri Sep 30 16:58:08 2011] [info]: NewValue: 30 ((eval 1854):4) > I noticed that the problem doesn't happen when the scrip is acting upon?"on > comment" condition. > But with other conditions like "On Status Change" and "On Owner Change" the > problem?persists. > If I change the action to "Send Email", which is what i want, the system > sends 2 emails. > > Thanks in advance. > Daniel Silveira >>>> Kevin Falcone 09/29/11 6:56 pm >>> > On Thu, Sep 29, 2011 at 06:39:03PM -0300, Daniel Silveira wrote: >>??? Hi, >> >>??? I have the exact same problem with a very simple test-only scrip: >> >>??? Condition:? on a transaction >>??? Action: user defined >>??? Stage: TransactionBatch >> >>??? Action code: >>??? $RT::Logger->info($self->TransactionObj->Id); > > There are two action boxes. > > Custom action preparation code: > Custom action cleanup code: > > Which one did you put the log in. > What did you put in the other one. > > -kevin > >>??? Every transaction generated fires twice this scrip. If I chage the >> stage to TransactionCreate, >>??? then it works. >> >>??? Logfile: >>??? [Thu Sep 29 19:12:47 2011] [info]: 323732 ((eval 1558):1) >>??? [Thu Sep 29 19:12:47 2011] [info]: 323732 ((eval 1566):1) >>??? [Thu Sep 29 19:12:55 2011] [info]: 323733 ((eval 1582):1) >>??? [Thu Sep 29 19:12:55 2011] [info]: 323733 ((eval 1590):1) >>??? Thank you. >>??? Daniel Silveira >> >>? On Thu, Sep 29, 2011 at 11:10:20AM -0400, Xin, Qiao wrote: >>? > Hi, >>? > >>? > I have a scrip to to check when the ticket status changes. If I put it >> as TransactionBatch mode, >>? > each time I change the ticket status, the scrip got fired twice and >> there will be dupllicated emails >>? > sent out. I had to use TransactionBatch, since we want an email >> notification to be sent out when >>? > either >>? > 1.? the user use reply and modify the ticket status >>? > 2. modify the ticket status >>? > >>? > TransactionBatch works fine when user reply and modify ticket status >> but got duplicated emails when >>? > just change ticket status. >> >>? Please show your scrip configuration >> >>? -kevin > >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> *? San Francisco, CA, USA ? October 18 & 19, 2011 >> *? Washington DC, USA ? October 31 & November 1, 2011 >> *? Melbourne VIC, Australia ? November 28 & 29, 2011 >> *? Barcelona, Spain ? November 28 & 29, 2011 > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?San Francisco, CA, USA ? October 18 & 19, 2011 > * ?Washington DC, USA ? October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ? November 28 & 29, 2011 > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan.