From pavel.sidlo at topdigital.cz Sun Apr 1 14:46:03 2012 From: pavel.sidlo at topdigital.cz (=?UTF-8?B?UGF2ZWwgxaBpZGxv?=) Date: Sun, 01 Apr 2012 20:46:03 +0200 Subject: [rt-users] Accent (diacritic) in attachment name -> diacritic in transaction subject broken Message-ID: <4F78A26B.1090604@topdigital.cz> Hi, I have problem with diacritic (accent) encoding (non English characters) for Czech language. Subject with diacritic is broken when I add file attachment with diacritic. In test case I did: - attached P??LI??LU?OU?K?K???P?L??BELSK?K?DY.bin with any content - filled subject P??LI??LU?OU?K?K???P?L??BELSK?K?DY - sent it as Correspond or Comment - subject in RT frontend is set to: P????LI? ??LU??OU??K??K??????P??L????BELSK??K??DY - subject in Correspond e-mail notification is wrong: P????LI? ??LU??OU??K?? K???? ??P??L ????BELSK?? K??DY or encoded (equal sign is placed for space dividing only): ======= Subject: =?UTF-8?B?W1RERyAjNDE1M10gUMOFwpjDg8KNTEnDhSAgw4XCvUxVw4XCpE9Vw4TCjEs=?= =?UTF-8?B?w4PCnSBLw4XCrsOFwocgw4PCmlDDhMKaTCDDhMKOw4PCgUJFTFNLw4PCiSBL?= =?UTF-8?B?w4PCk0RZ?= ======= - subject in Comment e-mail notification is OK - Data on transaction in Transaction table is OK - in one transaction i saw opposite behavior so Subject was OK and attachment name was screwed. I was not able to reproduce this yet. RT is installed on CentOS 5.8 with this enviroment: - RT 4.0.5 upgraded from 3.8.7 (+ RT::Extension::CommandByMail) - logging is set to notice and is without any anomalies - Apache + mod_perl2 (AddDefaultCharset UTF-8) - MySQL 5.0.95 (DB and tables collation set to utf8_general_ci) - Perl 5.8.8 (distribution package + additional required modules installed through CPAN) I tried to update every Perl module RT depends on (according to informations in make testdeps) and clear Mason object cache without success. I tried to reproduce this issue in test queue of issues.bestpractical.com without success (ticket 19692) so I suppose this is bug or my mistake in my CentOS environment. Legwork suggested in RT wiki and mailinglist did not help me to find solution. I appreciate every suggestion. Thanks in advance. Regards, -- Pavel Sidlo e-mail: pavel.sidlo at topdigital.cz From azher at hep.caltech.edu Sun Apr 1 15:00:31 2012 From: azher at hep.caltech.edu (Azher Mughal) Date: Sun, 01 Apr 2012 12:00:31 -0700 Subject: [rt-users] Upgrade to 4.05, no old tickets Message-ID: <4F78A5CF.8070705@hep.caltech.edu> Hi, Just upgraded from 3.8.7 to latest 4.0.5. I can login, see all the users and queues. However I can't find any old tickets. Followed Step 6b and ran: make upgrade make upgrade-database Any suggestions. Thanks -Azher From ptomblin at xcski.com Sun Apr 1 16:39:49 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Sun, 1 Apr 2012 16:39:49 -0400 Subject: [rt-users] Documentation for @CustomFields? Message-ID: I can't find any documentation for the @CustomFields initialization as used in some extensions in etc/initialdata (or any of the others you can set there, like @Queues). I can't even find where that code is processed. Any hints? -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From pavel.sidlo at topdigital.cz Mon Apr 2 01:26:32 2012 From: pavel.sidlo at topdigital.cz (Pavel Sidlo) Date: Mon, 02 Apr 2012 07:26:32 +0200 Subject: [rt-users] Accent (diacritic) in attachment name -> diacritic in transaction subject broken In-Reply-To: References: <4F78A26B.1090604@topdigital.cz> Message-ID: <4F793888.1070407@topdigital.cz> Hi Stephen, thank you for your answer. Subject diacritic is OK for every message(=transaction) except ones with diacritic filenames in attachment. So I see for example all messages with diacritic in ticket but only ones with diacritic characters in attachment name that have diacritic characters in subject have broken subject. Nearly all communication in RT tickets is in Czech language so it usually contains diacritic characters. Therefore I am almost sure it is not problem between webserver and web browser. RT frontend is displayed in Czech language with diacritic and it displays all characters correctly. I also checked browsers encoding and it selects UTF8 correctly with charset autodetection or forced to UTF8. Regards, Pavel Sidlo e-mail: pavel.sidlo at topdigital.cz Dne 1.4.2012 22:12, Stephen J Alexander napsal(a): > Hi Pavel, > > I don't know if this is helpful or not, so I'm not sending it to the > mailing list... but I'm wondering if it's possible that the data is > correct but it's simply displaying wrong in your browser. Could the > problem be in your browser display encoding settings? > > Regards, > > Stephen J Alexander > MPBX, LLC > http://mpbx.com > 832-713-6729 > > > > On Sun, Apr 1, 2012 at 1:46 PM, Pavel ?idlo wrote: >> Hi, >> >> I have problem with diacritic (accent) encoding (non English characters) for >> Czech language. >> >> Subject with diacritic is broken when I add file attachment with diacritic. >> In test case I did: >> - attached P??LI??LU?OU?K?K???P?L??BELSK?K?DY.bin with any content >> >> - filled subject P??LI??LU?OU?K?K???P?L??BELSK?K?DY >> >> - sent it as Correspond or Comment >> >> - subject in RT frontend is set to: >> P??? LI? ??LU??OU??K? K??????P??L??? BELSK??K??DY >> >> - subject in Correspond e-mail notification is wrong: >> P??? LI? ??LU??OU??K? K???? ??P??L ??? BELSK?? K??DY >> >> or encoded (equal sign is placed for space dividing only): >> ======= >> Subject: >> =?UTF-8?B?W1RERyAjNDE1M10gUMOFwpjDg8KNTEnDhSAgw4XCvUxVw4XCpE9Vw4TCjEs=?= >> =?UTF-8?B?w4PCnSBLw4XCrsOFwocgw4PCmlDDhMKaTCDDhMKOw4PCgUJFTFNLw4PCiSBL?= >> =?UTF-8?B?w4PCk0RZ?= >> ======= >> >> - subject in Comment e-mail notification is OK >> - Data on transaction in Transaction table is OK >> >> - in one transaction i saw opposite behavior so Subject was OK and >> attachment name was screwed. I was not able to reproduce this yet. >> >> RT is installed on CentOS 5.8 with this enviroment: >> - RT 4.0.5 upgraded from 3.8.7 (+ RT::Extension::CommandByMail) >> - logging is set to notice and is without any anomalies >> - Apache + mod_perl2 (AddDefaultCharset UTF-8) >> - MySQL 5.0.95 (DB and tables collation set to utf8_general_ci) >> - Perl 5.8.8 (distribution package + additional required modules installed >> through CPAN) >> >> I tried to update every Perl module RT depends on (according to informations >> in make testdeps) and clear Mason object cache without success. >> >> I tried to reproduce this issue in test queue of issues.bestpractical.com >> without success (ticket 19692) so I suppose this is bug or my mistake in my >> CentOS environment. >> >> Legwork suggested in RT wiki and mailinglist did not help me to find >> solution. >> >> I appreciate every suggestion. >> >> Thanks in advance. >> >> Regards, >> -- >> Pavel Sidlo >> e-mail: pavel.sidlo at topdigital.cz From ruz at bestpractical.com Mon Apr 2 07:04:41 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 2 Apr 2012 15:04:41 +0400 Subject: [rt-users] Documentation for @CustomFields? In-Reply-To: References: Message-ID: There is no docs. Processing is in lib/RT/Handle.pm. It's mostly direct binding to create methods with some sugar added to simplify common operations . Ruslan from phone. 02.04.2012 0:40 ???????????? "Paul Tomblin" ???????: > I can't find any documentation for the @CustomFields initialization as > used in some extensions in etc/initialdata (or any of the others you can > set there, like @Queues). I can't even find where that code is processed. > Any hints? > > -- > http://www.linkedin.com/in/paultomblin > http://careers.stackoverflow.com/ptomblin > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kaliyugantagonist at gmail.com Mon Apr 2 11:06:34 2012 From: kaliyugantagonist at gmail.com (Kaliyug Antagonist) Date: Mon, 2 Apr 2012 20:36:34 +0530 Subject: [rt-users] REST API - attachment issue Message-ID: -------------- next part -------------- An HTML attachment was scrubbed... URL: From kaliyugantagonist at gmail.com Mon Apr 2 11:14:36 2012 From: kaliyugantagonist at gmail.com (Kaliyug Antagonist) Date: Mon, 2 Apr 2012 20:44:36 +0530 Subject: [rt-users] User creation using a script Message-ID: Hello, I am a Java developer who is currently consuming the REST API of RT(version 3.8.7.) I have two requirements : 1. I am asked to provide a 'script' that will create a user in the RT database(may have special rights or not) - the REST API doesn't provide any such URL. My requirement is to call some code that will take the username and password from my code and create a user in RT 2. I am using the RT Wiki REST API( http://requesttracker.wikia.com/wiki/REST). I am able to search for tickets by building a query. I need to know whether REST API supports any 'pagination' - the RT front-end has option to select the no. of rows per page which then paginates in case of a large no. of records.Can the same be done via REST API ? Please revert in case I need to be more elaborate on my queries. Thanks and regards ! -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Mon Apr 2 14:29:53 2012 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Mon, 2 Apr 2012 14:29:53 -0400 Subject: [rt-users] rt-users Digest, Vol 97, Issue 1 References: Message-ID: <4DD6AB329450D847913EA76D7F3C6B8310BC7771@valkyrie.ogp.qvii.com> I tried running rt-validator, but the problem persists. 1. Re: "Couldn't find Ticket for reminder XXX. Please contact administrator." (Ruslan Zakirov) ---------------------------------------------------------------------- Message: 1 Date: Sat, 31 Mar 2012 20:29:56 +0400 From: Ruslan Zakirov To: "Cena, Stephen (ext. 300)" Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] "Couldn't find Ticket for reminder XXX. Please contact administrator." Message-ID: Content-Type: text/plain; charset="utf-8" Often contact administrator means that admin may find additional info in logs. As far as I recall this errror means that reminder references not existing ticket. You can use rt-validator script to check db integrity. Ruslan from phone. 31.03.2012 19:00 ???????????? "Cena, Stephen (ext. 300)" ???????: > ** > I've just completed an upgrade from RT 3.8.10/.DEB to RT 4.0.5/source > on Ubuntu 11.10. Everything is running beautifully with one exception. > On my dashboard under "My Reminders", I now get "Couldn't find Ticket > for reminder XXX. Please contact administrator.". I performed a "make > upgrade-database" and gave it 3.8.10 as my source database. > > What can I do to correct this problem? > > *Stephen Cena* > MIS/IT Dept - Quality Vision International 850 Hudson Ave > Rochester,NY. 14621 > Ph: 585-544-0450 x300 > "Thank you for helping us help you help us all." > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From backus at nlcom.nl Mon Apr 2 14:40:06 2012 From: backus at nlcom.nl (Mayk Backus) Date: Mon, 02 Apr 2012 20:40:06 +0200 Subject: [rt-users] update warning between working hours Message-ID: <4F79F286.9030606@nlcom.nl> Dear list, We have a crontool in use that alerts a e-mail distributionlist when a ticket in our emergency queue has gone without an update for 15 minutes or more. This is fine and works well. /rt-crontool --search RT::Search::FromSQL --search-arg "LastUpdated < '-15 minutes' AND Queue = 'Emergency' AND Status != 'stalled' AND Status != 'resolved' AND Status != 'rejected'" --action RT::Action::RecordComment --template 'Ignored tickets' We now want to extend this for other queues , that notifies queue members that a ticket has gone without an update for 3 hours (we have an update commitment of 4 hours). The problem is, i don't want to spam the crap out off people and want to limit the check to between working hours. Doing this with cron is fine, but has the downside that in the morning it will mark every ticket as not update since it sees the last time as yesterday. This is logical. I'm wondering if there is something to be set for "working hours" , it's a function that for example otrs has. I want it in RT too ;-) Anyone any suggestions or experience in this ? Any help is greatly appreciated. Regards MAyk From ruz at bestpractical.com Mon Apr 2 14:53:13 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 2 Apr 2012 22:53:13 +0400 Subject: [rt-users] update warning between working hours In-Reply-To: <4F79F286.9030606@nlcom.nl> References: <4F79F286.9030606@nlcom.nl> Message-ID: On Mon, Apr 2, 2012 at 22:40, Mayk Backus wrote: > Dear list, > > We have a crontool in use that alerts a e-mail distributionlist when a > ticket in our emergency queue has gone without an update for 15 minutes > or more. This is fine and works well. > > /rt-crontool --search RT::Search::FromSQL --search-arg "LastUpdated < > '-15 minutes' AND Queue = 'Emergency' AND Status != 'stalled' AND Status > != 'resolved' AND Status != 'rejected'" --action > RT::Action::RecordComment --template 'Ignored tickets' > > We now want to extend this for other queues , that notifies queue > members that a ticket has gone without an update for 3 hours (we have an > update commitment of 4 hours). The problem is, i don't want to spam the > crap out off people and want to limit the check to between working > hours. Doing this with cron is fine, but has the downside that in the > morning it will mark every ticket as not update since it sees the last > time as yesterday. This is logical. ?I'm wondering if there is something > to be set for "working hours" , it's a function that for example otrs > has. I want it in RT too ;-) > > Anyone any suggestions or experience in this ? You can use SLA [1] extension to set Due date to reply deadlines according to rules and with account of business hours. So instead of checking LastUpdated in crontool you can check Due date: "Due < '15 minutes'" - 15 minutes or less until reply [1] http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm > Any help is greatly appreciated. > > Regards > > MAyk > > -- Best regards, Ruslan. From ruz at bestpractical.com Mon Apr 2 14:54:21 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 2 Apr 2012 22:54:21 +0400 Subject: [rt-users] rt-users Digest, Vol 97, Issue 1 In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8310BC7771@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8310BC7771@valkyrie.ogp.qvii.com> Message-ID: Have you checked RT logs? On Mon, Apr 2, 2012 at 22:29, Cena, Stephen (ext. 300) wrote: > > I tried running rt-validator, but the problem persists. > > ? 1. Re: "Couldn't find Ticket for reminder XXX. Please ? ? ? ?contact > ? ? ?administrator." (Ruslan Zakirov) > > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sat, 31 Mar 2012 20:29:56 +0400 > From: Ruslan Zakirov > To: "Cena, Stephen (ext. 300)" > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] "Couldn't find Ticket for reminder XXX. Please > ? ? ? ?contact administrator." > Message-ID: > > > Content-Type: text/plain; charset="utf-8" > > Often contact administrator means that admin may find additional info in > logs. As far as I recall this errror means that reminder references not > existing ticket. You can use rt-validator script to check db integrity. > > Ruslan from phone. > 31.03.2012 19:00 ???????????? "Cena, Stephen (ext. 300)" > ???????: > >> ** >> I've just completed an upgrade from RT 3.8.10/.DEB to RT 4.0.5/source >> on Ubuntu 11.10. Everything is running beautifully with one exception. > >> On my dashboard under "My Reminders", I now get "Couldn't find Ticket >> for reminder XXX. Please contact administrator.". I performed a "make >> upgrade-database" and gave it 3.8.10 as my source database. >> >> What can I do to correct this problem? >> >> *Stephen Cena* >> MIS/IT Dept - Quality Vision International 850 Hudson Ave >> Rochester,NY. 14621 >> Ph: 585-544-0450 x300 >> "Thank you for helping us help you help us all." >> >> > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > 5a503234/attachment-0001.html> -- Best regards, Ruslan. From jglaspie at linkp.com Mon Apr 2 16:00:03 2012 From: jglaspie at linkp.com (Jeff Glaspie) Date: Mon, 2 Apr 2012 15:00:03 -0500 Subject: [rt-users] IRC Message-ID: I have seen a few postings regarding an IRC chat room (or existence of a past life), but is there a real living breathing IRC room today? Thanks, Jeff Glaspie Information Technology Specialist New Link Genetics 2503 S. Loop Drive Suite 5100 Ames, IA 50010-8646 515-598-5020 Ext.2872 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Apr 2 16:40:12 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 3 Apr 2012 00:40:12 +0400 Subject: [rt-users] IRC In-Reply-To: References: Message-ID: #rt on irc.perl.org On Tue, Apr 3, 2012 at 00:00, Jeff Glaspie wrote: > I have seen a few postings regarding an IRC chat room (or existence of a > past life), but is there a real living breathing IRC room today? > > > > Thanks, > > > > Jeff Glaspie > > Information Technology Specialist > > New Link Genetics > > 2503 S. Loop Drive Suite 5100 > > Ames, IA 50010-8646 > > 515-598-5020 Ext.2872 > > -- Best regards, Ruslan. From stephane.masse at rmit.edu.vn Mon Apr 2 21:38:29 2012 From: stephane.masse at rmit.edu.vn (Stephane Masse) Date: Tue, 3 Apr 2012 08:38:29 +0700 Subject: [rt-users] Multi Queue Management - Tickets copy to other queue Message-ID: <604CFDA82863FB4A9A3BCDDD48DDB51D01E41E05@sgs-mw-corpex1.RMIT.EDU.VN> Hi, I did this script under one queue, on correspond, user defined, template resolved (relevant ?) transaction create or batch (both not works) Any advice if this is a good way to proceed to copy ticket to other queue when cc particular emails ? Custom Condition my $ContentObj = $self->TransactionObj->Attachments->First(); my $Headers = $ContentObj->{values}{headers}; if ($Headers =~ /^To: .*OTHERQUEUEMAILBOX.*/im) { return 0; } if ($Headers =~ /^CC: .*OTHERQUEUEMAILBOX.*/im) { return 0; } return 1; Custom action preparation code: local $Text::Wrap::columns = 64; my %links = ('*' => 'DependedOnBy', '+' => 'Parents', '@' => 'RefersTo'); my $tkt = $self->TicketObj; my $cont = $self->TransactionObj->Content; my $requestors = [ $tkt->Requestors->MemberEmailAddresses ]; my $sym = qr/[\Q@{[join '', keys %links]}\E]/; my $tsubject = $self->TicketObj->Subject; $cont =~ s/^\s*(#[^\n]+\n)+\n?//s; $cont =~ s/^-- \n.+$//m; 1 while $cont =~ s/^(\s*$sym\s*[^\n]+)\n(?!^$sym)/$1 /m; my $new_tkt = RT::Ticket->new($RT::Nobody); my ($id, $msg) = $new_tkt->Create( Queue => "TODO", Subject => $tsubject, Status => 'new', Owner => $tkt->Owner, Requestor => $requestors, $links{$link} => $tkt->Id, MIMEObj => MIME::Entity->build(Data => $cont) ); From: Stephane Masse Sent: Friday, March 30, 2012 3:46 PM To: 'rt-users at lists.bestpractical.com' Subject: Multi Queue Management - Tickets copy to other queue Hi, I have an instance of RT 4, with different queues in the system for different emails (IT at ... HR at ...) When I try to reply to a requestor, I can CC one more department, but RT don't create the ticket, due to the loop prevention mechanism I disable the loop prevention, then RT merge the ticket due the subject Tag. So both are not what I expected We also try 2 extensions but cannot achieve to transfer tickets between queues by CCs. Anyone have the same scenario, or RT is not capable to handle multi queue ? What is the best approach, scripting, extensions, modify the source of email.pm, sendmail.pm or emailparser.pm ? Regards Stephane Masse -------------- next part -------------- An HTML attachment was scrubbed... URL: From stephane.masse at rmit.edu.vn Mon Apr 2 21:48:23 2012 From: stephane.masse at rmit.edu.vn (Stephane Masse) Date: Tue, 3 Apr 2012 08:48:23 +0700 Subject: [rt-users] SpawnLinkedTicketInQueue - Message Body is missing Message-ID: <604CFDA82863FB4A9A3BCDDD48DDB51D01E41E12@sgs-mw-corpex1.RMIT.EDU.VN> Hi, I implemented the RT-Extension-SpawnLinkedTicketInQueue on RT4 and when I create Parent or Child in another queue, the requestor and the subject are populated, but the body of the message is empty. Any clue where I can look to fix this or is it the way the extension works ? Regards Stephane Masse -------------- next part -------------- An HTML attachment was scrubbed... URL: From kaliyugantagonist at gmail.com Mon Apr 2 23:37:07 2012 From: kaliyugantagonist at gmail.com (Kaliyug Antagonist) Date: Mon, 2 Apr 2012 20:37:07 -0700 (PDT) Subject: [rt-users] RT - USer Creation & Pagination Message-ID: <33545011.post@talk.nabble.com> Hello, I am a Java developer who is currently consuming the REST API of RT(version 3.8.7.) I have two requirements : 1. I am asked to provide a 'script' that will create a user in the RT database(may have special rights or not) - the REST API doesn't provide any such URL. My requirement is to call some code that will take the username and password from my code and create a user in RT 2. I am using the RT Wiki REST API(http://requesttracker.wikia.com/wiki/REST). I am able to search for tickets by building a query. I need to know whether REST API supports any 'pagination' - the RT front-end has option to select the no. of rows per page which then paginates in case of a large no. of records.Can the same be done via REST API ? Please revert in case I need to be more elaborate on my queries. Thanks and regards ! -- View this message in context: http://old.nabble.com/RT---USer-Creation---Pagination-tp33545011p33545011.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Tue Apr 3 09:47:13 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 3 Apr 2012 17:47:13 +0400 Subject: [rt-users] RT - USer Creation & Pagination In-Reply-To: <33545011.post@talk.nabble.com> References: <33545011.post@talk.nabble.com> Message-ID: Hi, http://www.gossamer-threads.com/lists/rt/users/109148?search_string=Create%20an%20user%20using%20Rest%20API;#109148 I don't think REST is able to grant rights. Use command line perl scripts and feed them with data from programs in any other language. On Tue, Apr 3, 2012 at 07:37, Kaliyug Antagonist wrote: > > Hello, > > I am a Java developer who is currently consuming the REST API of RT(version > 3.8.7.) > > I have two requirements : > > 1. ? ? ?I am asked to provide a 'script' that will create a user in the RT > database(may have special rights or not) - the REST API doesn't provide any > such URL. My requirement is to call some code that will take the username > and password from my code and create a user in RT > 2. ? ? ?I am using the RT Wiki REST > API(http://requesttracker.wikia.com/wiki/REST). I am able to search for > tickets by building a query. I need to know whether REST API supports any > 'pagination' - the RT front-end has option to select the no. of rows per > page which then paginates in case of a large no. of records.Can the same be > done via REST API ? > Please revert in case I need to be more elaborate on my queries. > > Thanks and regards ! > > -- > View this message in context: http://old.nabble.com/RT---USer-Creation---Pagination-tp33545011p33545011.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- Best regards, Ruslan. From azher at hep.caltech.edu Tue Apr 3 09:49:13 2012 From: azher at hep.caltech.edu (Azher Mughal) Date: Tue, 03 Apr 2012 06:49:13 -0700 Subject: [rt-users] Upgrade to 4.05, no old tickets In-Reply-To: <4F78A5CF.8070705@hep.caltech.edu> References: <4F78A5CF.8070705@hep.caltech.edu> Message-ID: <4F7AFFD9.7020406@hep.caltech.edu> Hi All, Just checking again, if anyone can give some hints on how to recover the old tickets after the upgrade. I do have old database dump available. Thanks -Azher On 4/1/2012 12:00 PM, Azher Mughal wrote: > Hi, > > Just upgraded from 3.8.7 to latest 4.0.5. I can login, see all the users > and queues. However I can't find any old tickets. > > Followed Step 6b and ran: > > make upgrade > make upgrade-database > > Any suggestions. > > Thanks > -Azher > From trs at bestpractical.com Tue Apr 3 09:55:11 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 03 Apr 2012 09:55:11 -0400 Subject: [rt-users] Upgrade to 4.05, no old tickets In-Reply-To: <4F7AFFD9.7020406@hep.caltech.edu> References: <4F78A5CF.8070705@hep.caltech.edu> <4F7AFFD9.7020406@hep.caltech.edu> Message-ID: <4F7B013F.30902@bestpractical.com> On 04/03/2012 09:49 AM, Azher Mughal wrote: > Just checking again, if anyone can give some hints on how to recover the > old tickets after the upgrade. I do have old database dump available. The old tickets shouldn't have disappeared just because the upgrade steps were run. The whole point of database upgrades is that you keep your data. What's in the Tickets table in the upgraded database? select count(id) from Tickets; Is the data in there? Are all of your tickets "missing" or just some? Thomas From azher at hep.caltech.edu Tue Apr 3 10:08:43 2012 From: azher at hep.caltech.edu (Azher Mughal) Date: Tue, 03 Apr 2012 07:08:43 -0700 Subject: [rt-users] Upgrade to 4.05, no old tickets In-Reply-To: <4F7B013F.30902@bestpractical.com> References: <4F78A5CF.8070705@hep.caltech.edu> <4F7AFFD9.7020406@hep.caltech.edu> <4F7B013F.30902@bestpractical.com> Message-ID: <4F7B046B.4070605@hep.caltech.edu> Hi Thomas, Old tickets are there in the db. None of the old tickets are available in search or in dashboard or in reports. Thanks -Azher mysql> select count(id) from Tickets; +-----------+ | count(id) | +-----------+ | 256 | +-----------+ 1 row in set (0.00 sec) On 4/3/2012 6:55 AM, Thomas Sibley wrote: > On 04/03/2012 09:49 AM, Azher Mughal wrote: >> Just checking again, if anyone can give some hints on how to recover the >> old tickets after the upgrade. I do have old database dump available. > The old tickets shouldn't have disappeared just because the upgrade > steps were run. The whole point of database upgrades is that you keep > your data. What's in the Tickets table in the upgraded database? > > select count(id) from Tickets; > > Is the data in there? > > Are all of your tickets "missing" or just some? > > Thomas > From ruz at bestpractical.com Tue Apr 3 10:49:15 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 3 Apr 2012 18:49:15 +0400 Subject: [rt-users] Modify SelfService to include quick new ticket form. In-Reply-To: References: Message-ID: Hi, Only by customizing files in SelfService dir. On Wed, Mar 28, 2012 at 16:36, Thomas Misilo wrote: > Good Morning, > > > > I was wondering if it is possible to edit the self service page, and add a > quick ticket creation box to it? I cannot seem to find it anywhere in the > admin interface. > > > > Thanks for the help, > > > > Tom > > -- Best regards, Ruslan. From trs at bestpractical.com Tue Apr 3 10:51:11 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 03 Apr 2012 10:51:11 -0400 Subject: [rt-users] Accent (diacritic) in attachment name -> diacritic in transaction subject broken In-Reply-To: <4F78A26B.1090604@topdigital.cz> References: <4F78A26B.1090604@topdigital.cz> Message-ID: <4F7B0E5F.6050307@bestpractical.com> On 04/01/2012 02:46 PM, Pavel ?idlo wrote: > I have problem with diacritic (accent) encoding (non English characters) > for Czech language. > > Subject with diacritic is broken when I add file attachment with > diacritic. In test case I did: > - attached P??LI??LU?OU?K?K???P?L??BELSK?K?DY.bin with any content > > - filled subject P??LI??LU?OU?K?K???P?L??BELSK?K?DY > > - sent it as Correspond or Comment > > - subject in RT frontend is set to: > P????LI? ??LU??OU??K??K??????P??L????BELSK??K??DY > > - subject in Correspond e-mail notification is wrong: > P????LI? ??LU??OU??K?? K???? ??P??L ????BELSK?? K??DY I believe this bug was recently fixed on the branch 4.0/unicode-transaction-subjects . The branch hasn't been merged yet, pending some discussion of a larger fix, however you can try applying the following patch and see if it fixes your problem: curl https://github.com/bestpractical/rt/commit/57ea0c02.patch \ | patch -p1 -d /opt/rt4 You'll need to restart RT after the patch succeeds. Thomas From ghilt at shadowprojects.org Tue Apr 3 10:52:06 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Tue, 03 Apr 2012 16:52:06 +0200 Subject: [rt-users] Perl error with Shredder on users (RT 3.8.7) Message-ID: <4F7B0E96.8090609@shadowprojects.org> Hello, I'm using RT 3.8.7 on Ubuntu 10.04 AMD64. When i'm trying to use the Shredder script (from RT web interface) on enabled users, i'm getting this trange error : Couldn't wipeout object: Bizarre copy of ARRAY in aassign at /usr/share/perl5/Devel/StackTrace.pm line 49. Any idea ? Regards, -- Guillaume Hilt From ghilt at shadowprojects.org Tue Apr 3 10:58:35 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Tue, 03 Apr 2012 16:58:35 +0200 Subject: [rt-users] Perl error with Shredder on users (RT 3.8.7) In-Reply-To: <4F7B0E96.8090609@shadowprojects.org> References: <4F7B0E96.8090609@shadowprojects.org> Message-ID: <4F7B101B.6020503@shadowprojects.org> I'm using Perl 5.10.1 by the way. Guillaume Hilt Le 03/04/2012 16:52, Guillaume Hilt a ?crit : > Hello, > > I'm using RT 3.8.7 on Ubuntu 10.04 AMD64. > > When i'm trying to use the Shredder script (from RT web interface) on > enabled users, i'm getting this trange error : > Couldn't wipeout object: Bizarre copy of ARRAY in aassign at > /usr/share/perl5/Devel/StackTrace.pm line 49. > > Any idea ? > > Regards, > From ruz at bestpractical.com Tue Apr 3 11:00:05 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 3 Apr 2012 19:00:05 +0400 Subject: [rt-users] Perl error with Shredder on users (RT 3.8.7) In-Reply-To: <4F7B0E96.8090609@shadowprojects.org> References: <4F7B0E96.8090609@shadowprojects.org> Message-ID: On Tue, Apr 3, 2012 at 18:52, Guillaume Hilt wrote: > ? ?Hello, > > I'm using RT 3.8.7 on Ubuntu 10.04 AMD64. > > When i'm trying to use the Shredder script (from RT web interface) on > enabled users, i'm getting this trange error : > Couldn't wipeout object: Bizarre copy of ARRAY in aassign at > /usr/share/perl5/Devel/StackTrace.pm line 49. > > Any idea ? This is in most cases is a perl bug. > Regards, > > -- > ?Guillaume Hilt > -- Best regards, Ruslan. From Albert.Shih at obspm.fr Tue Apr 3 11:12:39 2012 From: Albert.Shih at obspm.fr (Albert Shih) Date: Tue, 3 Apr 2012 17:12:39 +0200 Subject: [rt-users] Template with CC adresse. Message-ID: <20120403151239.GA38171@pcjas.obspm.fr> Hi all. Basique question : I would like to have a template to include all CC address. I try a stupid : {$Ticket -> Cc} but it's don't work. Thanks for any idea, url etc... Regards. NB: By the way how can I find all (or almost) all variable I can include in a template ? -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: mar 3 avr 2012 17:11:13 CEST From falcone at bestpractical.com Tue Apr 3 11:24:27 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 3 Apr 2012 11:24:27 -0400 Subject: [rt-users] SpawnLinkedTicketInQueue - Message Body is missing In-Reply-To: <604CFDA82863FB4A9A3BCDDD48DDB51D01E41E12@sgs-mw-corpex1.RMIT.EDU.VN> References: <604CFDA82863FB4A9A3BCDDD48DDB51D01E41E12@sgs-mw-corpex1.RMIT.EDU.VN> Message-ID: <20120403152427.GB8185@jibsheet.com> On Tue, Apr 03, 2012 at 08:48:23AM +0700, Stephane Masse wrote: > I implemented the RT-Extension-SpawnLinkedTicketInQueue on RT4 and when I create Parent or > Child in another queue, the requestor and the subject are populated, but the body of the > message is empty. > Any clue where I can look to fix this or is it the way the extension works ? If you have a ticket with 100 correspondences, how would it know which one to copy? If you want to copy data from an existing ticket, you likely want one of the other extensions, such as https://github.com/bestpractical/rt-extension-cloneticket- withdata but that may require updating to be 4.0 compatible. -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 Apr 3 11:25:38 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 3 Apr 2012 11:25:38 -0400 Subject: [rt-users] Upgrade to 4.05, no old tickets In-Reply-To: <4F7B046B.4070605@hep.caltech.edu> References: <4F78A5CF.8070705@hep.caltech.edu> <4F7AFFD9.7020406@hep.caltech.edu> <4F7B013F.30902@bestpractical.com> <4F7B046B.4070605@hep.caltech.edu> Message-ID: <20120403152538.GC8185@jibsheet.com> On Tue, Apr 03, 2012 at 07:08:43AM -0700, Azher Mughal wrote: > Old tickets are there in the db. None of the old tickets are > available in search or in dashboard or in reports. > > mysql> select count(id) from Tickets; > +-----------+ > | count(id) | > +-----------+ > | 256 | > +-----------+ And when you go to http://your.new.rt.host/Ticket/Display.html?id=255 what's the error message on the screen and in the logs? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From SJC at qvii.com Tue Apr 3 11:24:15 2012 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Tue, 3 Apr 2012 11:24:15 -0400 Subject: [rt-users] rt-users Digest, Vol 97, Issue 1 References: <4DD6AB329450D847913EA76D7F3C6B8310BC7771@valkyrie.ogp.qvii.com> Message-ID: <4DD6AB329450D847913EA76D7F3C6B8310BC7EEE@valkyrie.ogp.qvii.com> Yes. I am not seeing anything in there about an error with the reminders (grep reminder ./error.log). I did however figure out why my On Steal scrip was broken! The reminder problem is still there though. In the My Reminder window I get: Couldn't find Ticket for reminder 201. Please contact administrator. Couldn't find Ticket for reminder 245. Please contact administrator. Couldn't find Ticket for reminder 70. Please contact administrator. I'll see if I can find some other information. Thanks to all for the help I have received so far. It is appreciated! From falcone at bestpractical.com Tue Apr 3 11:33:41 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 3 Apr 2012 11:33:41 -0400 Subject: [rt-users] Template with CC adresse. In-Reply-To: <20120403151239.GA38171@pcjas.obspm.fr> References: <20120403151239.GA38171@pcjas.obspm.fr> Message-ID: <20120403153341.GD8185@jibsheet.com> On Tue, Apr 03, 2012 at 05:12:39PM +0200, Albert Shih wrote: > Basique question : I would like to have a template to include all CC > address. > > I try a stupid : > > {$Ticket -> Cc} > > but it's don't work. perldoc lib/RT/Ticket.pm (on rt4) to look for available methods > NB: By the way how can I find all (or almost) all variable I can include in > a template ? docs/customizing/templates.pod + perldoc on the relevant objects. -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 Apr 3 11:35:20 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 3 Apr 2012 11:35:20 -0400 Subject: [rt-users] rt-users Digest, Vol 97, Issue 1 In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8310BC7EEE@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8310BC7771@valkyrie.ogp.qvii.com> <4DD6AB329450D847913EA76D7F3C6B8310BC7EEE@valkyrie.ogp.qvii.com> Message-ID: <20120403153520.GE8185@jibsheet.com> On Tue, Apr 03, 2012 at 11:24:15AM -0400, Cena, Stephen (ext. 300) wrote: > Yes. I am not seeing anything in there about an error with the reminders > (grep reminder ./error.log). I did however figure out why my On Steal > scrip was broken! The reminder problem is still there though. In the My > Reminder window I get: > > Couldn't find Ticket for reminder 201. Please contact administrator. > Couldn't find Ticket for reminder 245. Please contact administrator. > Couldn't find Ticket for reminder 70. Please contact administrator. > > I'll see if I can find some other information. > > Thanks to all for the help I have received so far. It is appreciated! Go directly to ticket 201 and see what ticket it believes it is linked to. As Rus suggested, most likely you have dangling pointers to tickets, but it's also possible that you broke all your links in your upgrade or that you have deleted tickets with reminders. In 3.8 we hid some common Reminders breakages from you, in 4.0 they're more exposed. We've been working on some code to hide them again. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Apr 3 11:38:28 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 3 Apr 2012 11:38:28 -0400 Subject: [rt-users] Assign permissions massively In-Reply-To: References: <4F750614.1040605@bestpractical.com> Message-ID: <20120403153828.GF8185@jibsheet.com> On Fri, Mar 30, 2012 at 04:27:30PM +0200, Juanjo wrote: > May be can resolve it, if i can to put all the users Outgoing Mail option to "Default YES", > now are "Default (no)". (on the Settings / Options / Mail zone of users settings). That's the NotifyActor config, and has nothing to do with granting permission for incoming mail (which is your Could not load a valid user error). It might help with your No recipients Found error, but you should read the docs about it in RT_Config.pm before makign any global changes to it in RT_SiteConfig.pm -kevin > But i don*t know where i have to change it. > > El 30 de marzo de 2012 11:03, Juanjo <[1]juanjillo at gmail.com> escribi*: > > Hi. > > I supose the migration pass all the configuration. But when done, the users can*t open > tickets via email or reply to its via email. Neither a web user can reply a ticket with a > succesfull email sent. > > I have a lot of errors of "No recipients Found" and a rt-mailgate --debug get errors give me > "gateway not ok - Could not load a valid user" > > I check my RTAddressRegexp and seems ok. > > Only when i get permission to one user to open tickets, reply tickets and check the option > in his preferences for mail to outgoing mail yes start to work. > > I think there are some "lost" data in the migration, becasuse with the same data in the OLD > system i can send emails or open tickets without problems. > > Thanks. > Kindest regards. > > El 30 de marzo de 2012 03:02, Thomas Sibley <[2]trs at bestpractical.com> escribi*: > > On 03/29/2012 08:58 PM, Juanjo wrote: > > In my RT migration (3.6.5 to 4.0.5) i lost some users rights. > > > > The users can*t create new tickets or reply to its. > > A standard RT migration will preserve all rights. Can you expand on > what you mean by "lost"? -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From azher at hep.caltech.edu Tue Apr 3 11:40:44 2012 From: azher at hep.caltech.edu (Azher Mughal) Date: Tue, 03 Apr 2012 08:40:44 -0700 Subject: [rt-users] Upgrade to 4.05, no old tickets In-Reply-To: <20120403152538.GC8185@jibsheet.com> References: <4F78A5CF.8070705@hep.caltech.edu> <4F7AFFD9.7020406@hep.caltech.edu> <4F7B013F.30902@bestpractical.com> <4F7B046B.4070605@hep.caltech.edu> <20120403152538.GC8185@jibsheet.com> Message-ID: <4F7B19FC.2090605@hep.caltech.edu> That works and I can see the old ticket. I think problem was in my search, I thought without adding any options it might list all the tickets :( But properly putting the subject field i can see the tickets. Thanks -Azher On 4/3/2012 8:25 AM, Kevin Falcone wrote: > On Tue, Apr 03, 2012 at 07:08:43AM -0700, Azher Mughal wrote: >> Old tickets are there in the db. None of the old tickets are >> available in search or in dashboard or in reports. >> >> mysql> select count(id) from Tickets; >> +-----------+ >> | count(id) | >> +-----------+ >> | 256 | >> +-----------+ > And when you go to > http://your.new.rt.host/Ticket/Display.html?id=255 what's the error > message on the screen and in the logs? > > -kevin From falcone at bestpractical.com Tue Apr 3 11:47:21 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 3 Apr 2012 11:47:21 -0400 Subject: [rt-users] Upgrade to 4.05, no old tickets In-Reply-To: <4F7B19FC.2090605@hep.caltech.edu> References: <4F78A5CF.8070705@hep.caltech.edu> <4F7AFFD9.7020406@hep.caltech.edu> <4F7B013F.30902@bestpractical.com> <4F7B046B.4070605@hep.caltech.edu> <20120403152538.GC8185@jibsheet.com> <4F7B19FC.2090605@hep.caltech.edu> Message-ID: <20120403154721.GG8185@jibsheet.com> On Tue, Apr 03, 2012 at 08:40:44AM -0700, Azher Mughal wrote: > I think problem was in my search, I thought without adding any > options it might list all the tickets :( But properly putting the > subject field i can see the tickets. Did that work in 3.8.7? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From pavel.sidlo at topdigital.cz Tue Apr 3 13:34:18 2012 From: pavel.sidlo at topdigital.cz (Pavel Sidlo) Date: Tue, 03 Apr 2012 19:34:18 +0200 Subject: [rt-users] Accent (diacritic) in attachment name -> diacritic in transaction subject broken In-Reply-To: <4F7B0E5F.6050307@bestpractical.com> References: <4F78A26B.1090604@topdigital.cz> <4F7B0E5F.6050307@bestpractical.com> Message-ID: <4F7B349A.3010003@topdigital.cz> Hi Thomas, applying patch solved the problem. Thank you a lot for your help. Best regards, Pavel Sidlo e-mail: pavel.sidlo at topdigital.cz Dne 3.4.2012 16:51, Thomas Sibley napsal(a): > On 04/01/2012 02:46 PM, Pavel ?idlo wrote: >> I have problem with diacritic (accent) encoding (non English characters) >> for Czech language. >> >> Subject with diacritic is broken when I add file attachment with >> diacritic. In test case I did: >> - attached P??LI??LU?OU?K?K???P?L??BELSK?K?DY.bin with any content >> >> - filled subject P??LI??LU?OU?K?K???P?L??BELSK?K?DY >> >> - sent it as Correspond or Comment >> >> - subject in RT frontend is set to: >> P????LI? ??LU??OU??K??K??????P??L????BELSK??K??DY >> >> - subject in Correspond e-mail notification is wrong: >> P????LI? ??LU??OU??K?? K???? ??P??L ????BELSK?? K??DY > > I believe this bug was recently fixed on the branch > 4.0/unicode-transaction-subjects > . > > The branch hasn't been merged yet, pending some discussion of a larger > fix, however you can try applying the following patch and see if it > fixes your problem: > > curl https://github.com/bestpractical/rt/commit/57ea0c02.patch \ > | patch -p1 -d /opt/rt4 > > You'll need to restart RT after the patch succeeds. > > Thomas > From SJC at qvii.com Tue Apr 3 14:00:56 2012 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Tue, 3 Apr 2012 14:00:56 -0400 Subject: [rt-users] Couldn't find Ticket for reminder XXX. Please contact administrator. References: Message-ID: <4DD6AB329450D847913EA76D7F3C6B8310BEE40A@valkyrie.ogp.qvii.com> I was able to clear out most of the "reminders" by going to them & setting them to "resolved". I have one left that is lingering, 245. When I go to ticket 245 and go to the "Links" page nothing is listed. All links are blank. I talked to the user who created the ticket & she does not believe she set up a reminder on her end for this ticket. From givano at gmail.com Wed Apr 4 04:14:47 2012 From: givano at gmail.com (Givano) Date: Wed, 4 Apr 2012 10:14:47 +0200 Subject: [rt-users] chart link with double slash in dashboard In-Reply-To: References: <4F7468F6.4070306@bestpractical.com> Message-ID: Hello Thomas, could you already find something? BR, Ivan 2012/3/29 Givano : > Here are the config files, as I said it happens only in the collection > of charts in a dashboard, if I load a chart directly the edit bar is > appearing normally in both 4.0.2 and 4.0.5. What I also found out that > if I do a quicksearch in RT 4.0.2 I don't get the edit bar, in RT > 4.0.5 it shows up. > > 2012/3/29 Thomas Sibley : >> On 03/29/2012 05:12 AM, Givano wrote: >>> It looks like a bug in RT for me but maybe it's something wrong with >>> my config. Anyone can confirm this problem as well? >> >> Send your RT_SiteConfig.pm and apache conf otherwise we can't know if >> it's a config problem. From ghilt at shadowprojects.org Wed Apr 4 04:45:55 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Wed, 04 Apr 2012 10:45:55 +0200 Subject: [rt-users] RT display like or association with flyspray ? Message-ID: <4F7C0A43.3040100@shadowprojects.org> Hi, I'd like to display bugtasks like flyspray does. Can I do that with RT ? Thanks, -- Guillaume Hilt From ghilt at shadowprojects.org Wed Apr 4 06:15:46 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Wed, 04 Apr 2012 12:15:46 +0200 Subject: [rt-users] Missing dependencies XML::RSS with 3.8.11 although up to date Message-ID: <4F7C1F52.8060602@shadowprojects.org> Hi, I'm trying to upgrade from RT 3.8.7 to 3.8.11 and I got an issue with dependencies : SOME DEPENDENCIES WERE MISSING. MASON missing dependencies: XML::RSS ...MISSING Attempt to reload DateTime.pm aborted. cpan[6]> install XML::RSS XML::RSS is up to date (1.49). Any idea ? Thanks, -- Guillaume Hilt From SJC at qvii.com Wed Apr 4 08:10:57 2012 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Wed, 4 Apr 2012 08:10:57 -0400 Subject: [rt-users] "Couldn't find Ticket for reminder XXX. Please..." References: Message-ID: <4DD6AB329450D847913EA76D7F3C6B8310BEE8CC@valkyrie.ogp.qvii.com> Update: I'm looking in the logs but not really seeing anything about the reminders. However, I have now received emails from two different users now stating they are seeing "Couldn't find Ticket for reminder XXX. ..." Both users are claiming they had not set reminders up for these tickets. From ruz at bestpractical.com Wed Apr 4 09:50:53 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 4 Apr 2012 17:50:53 +0400 Subject: [rt-users] RT display like or association with flyspray ? In-Reply-To: <4F7C0A43.3040100@shadowprojects.org> References: <4F7C0A43.3040100@shadowprojects.org> Message-ID: On Wed, Apr 4, 2012 at 12:45, Guillaume Hilt wrote: > Hi, > > I'd like to display bugtasks like flyspray does. Do you really expect people to be familiar with any tracker software? Show a screenshot. Describe what exactly you like about it. > Can I do that with RT ? Yes. It's open source and highly extendable. What would it take to implement? No idea. > Thanks, > > -- > ?Guillaume Hilt > -- Best regards, Ruslan. From ghilt at shadowprojects.org Wed Apr 4 10:07:48 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Wed, 04 Apr 2012 16:07:48 +0200 Subject: [rt-users] RT display like or association with flyspray ? In-Reply-To: References: <4F7C0A43.3040100@shadowprojects.org> Message-ID: <4F7C55B4.9040204@shadowprojects.org> True enough. Basically, flyspray (details : http://www.chefdeprojets.com/flyspray.html) is a php script used to track bugs but in my case I would use it to display information on current issues so our users would be able to see what is going on with our software. It's just a bug list page with details. Guillaume Hilt Le 04/04/2012 15:50, Ruslan Zakirov a ?crit : > On Wed, Apr 4, 2012 at 12:45, Guillaume Hilt wrote: >> Hi, >> >> I'd like to display bugtasks like flyspray does. > Do you really expect people to be familiar with any tracker software? > Show a screenshot. Describe what exactly you like about it. > >> Can I do that with RT ? > Yes. It's open source and highly extendable. What would it take to > implement? No idea. > >> Thanks, >> >> -- >> Guillaume Hilt >> > > From trs at bestpractical.com Wed Apr 4 10:55:23 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 04 Apr 2012 10:55:23 -0400 Subject: [rt-users] "Couldn't find Ticket for reminder XXX. Please..." In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8310BEE8CC@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8310BEE8CC@valkyrie.ogp.qvii.com> Message-ID: <4F7C60DB.9010402@bestpractical.com> On 04/04/2012 08:10 AM, Cena, Stephen (ext. 300) wrote: > Update: I'm looking in the logs but not really seeing anything about the > reminders. However, I have now received emails from two different users > now stating they are seeing "Couldn't find Ticket for reminder XXX. ..." > Both users are claiming they had not set reminders up for these tickets. "Couldn't find Ticket for reminder XXX" refers to a _reminder_ with an id of XXX, not that ticket (although reminders are tickets). Put XXX in the simple search box and see what it's a reminder for. There are two open bugs about these more visible broken reminders: http://issues.bestpractical.com/Ticket/Display.html?id=19530 http://issues.bestpractical.com/Ticket/Display.html?id=19535 Thomas From trs at bestpractical.com Wed Apr 4 10:55:56 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 04 Apr 2012 10:55:56 -0400 Subject: [rt-users] Missing dependencies XML::RSS with 3.8.11 although up to date In-Reply-To: <4F7C1F52.8060602@shadowprojects.org> References: <4F7C1F52.8060602@shadowprojects.org> Message-ID: <4F7C60FC.5030505@bestpractical.com> On 04/04/2012 06:15 AM, Guillaume Hilt wrote: > SOME DEPENDENCIES WERE MISSING. > MASON missing dependencies: > XML::RSS ...MISSING > Attempt to reload DateTime.pm aborted. > > cpan[6]> install XML::RSS > XML::RSS is up to date (1.49). Re-run make testdeps. It's probably fine. From michael at stepanoff.org Wed Apr 4 11:44:32 2012 From: michael at stepanoff.org (Michael Stepanov) Date: Wed, 4 Apr 2012 18:44:32 +0300 Subject: [rt-users] Limit recordset returned by search on the application level Message-ID: Hi, We have a big number of tickets in our RT3 (3.8.2). Sometimes, when users run search query without filters the system freezes because it receives more them million records from the database. Is there a way to set global limit for search recordset like 1000 or so to avoid such situation? Thank in advance. -- Cheers, Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From ghilt at shadowprojects.org Wed Apr 4 11:57:25 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Wed, 04 Apr 2012 17:57:25 +0200 Subject: [rt-users] Missing dependencies XML::RSS with 3.8.11 although up to date In-Reply-To: <4F7C60FC.5030505@bestpractical.com> References: <4F7C1F52.8060602@shadowprojects.org> <4F7C60FC.5030505@bestpractical.com> Message-ID: <4F7C6F65.2070002@shadowprojects.org> Already did, and I still got the same error. Guillaume Hilt Le 04/04/2012 16:55, Thomas Sibley a ?crit : > On 04/04/2012 06:15 AM, Guillaume Hilt wrote: >> SOME DEPENDENCIES WERE MISSING. >> MASON missing dependencies: >> XML::RSS ...MISSING >> Attempt to reload DateTime.pm aborted. >> >> cpan[6]> install XML::RSS >> XML::RSS is up to date (1.49). > Re-run make testdeps. It's probably fine. > From falcone at bestpractical.com Wed Apr 4 12:33:15 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 4 Apr 2012 12:33:15 -0400 Subject: [rt-users] RT display like or association with flyspray ? In-Reply-To: <4F7C55B4.9040204@shadowprojects.org> References: <4F7C0A43.3040100@shadowprojects.org> <4F7C55B4.9040204@shadowprojects.org> Message-ID: <20120404163315.GH8185@jibsheet.com> On Wed, Apr 04, 2012 at 04:07:48PM +0200, Guillaume Hilt wrote: > Basically, flyspray (details : > http://www.chefdeprojets.com/flyspray.html) is a php script used to > track bugs but in my case I would use it to display information on > current issues so our users would be able to see what is going on > with our software. > It's just a bug list page with details. Have you seen the SelfService interface? It lets a user see the status of their own Tickets. -kevin > Le 04/04/2012 15:50, Ruslan Zakirov a ?crit : > >On Wed, Apr 4, 2012 at 12:45, Guillaume Hilt wrote: > >>Hi, > >> > >>I'd like to display bugtasks like flyspray does. > >Do you really expect people to be familiar with any tracker software? > >Show a screenshot. Describe what exactly you like about it. > > > >>Can I do that with RT ? > >Yes. It's open source and highly extendable. What would it take to > >implement? No idea. > > > >>Thanks, > >> > >>-- > >> Guillaume Hilt > >> > > > > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ghilt at shadowprojects.org Wed Apr 4 14:23:12 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Wed, 04 Apr 2012 20:23:12 +0200 Subject: [rt-users] Missing dependencies XML::RSS with 3.8.11 although up to date In-Reply-To: <4F7C729B.1090009@altran.es> References: <4F7C1F52.8060602@shadowprojects.org> <4F7C60FC.5030505@bestpractical.com> <4F7C6F65.2070002@shadowprojects.org> <4F7C729B.1090009@altran.es> Message-ID: <4F7C9190.5020808@shadowprojects.org> I found the missing dependencies by running this command : perl -MXML::RSS -e '1' Installed Class::Load and Class::Load::XS. Everything is okay now. Thanks for the tip :) Guillaume Hilt Le 04/04/2012 18:11, Alberto Villanueva a ?crit : > > It is possible you have not any dependencies related to XML::RSS. In > Perl documentation you could obtain that information. > > > Regards, > > >> Already did, and I still got the same error. >> >> Guillaume Hilt >> >> >> Le 04/04/2012 16:55, Thomas Sibley a ?crit : >>> On 04/04/2012 06:15 AM, Guillaume Hilt wrote: >>>> SOME DEPENDENCIES WERE MISSING. >>>> MASON missing dependencies: >>>> XML::RSS ...MISSING >>>> Attempt to reload DateTime.pm aborted. >>>> >>>> cpan[6]> install XML::RSS >>>> XML::RSS is up to date (1.49). >>> Re-run make testdeps. It's probably fine. >>> >> > From ghilt at shadowprojects.org Wed Apr 4 14:25:25 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Wed, 04 Apr 2012 20:25:25 +0200 Subject: [rt-users] RT display like or association with flyspray ? In-Reply-To: <20120404163315.GH8185@jibsheet.com> References: <4F7C0A43.3040100@shadowprojects.org> <4F7C55B4.9040204@shadowprojects.org> <20120404163315.GH8185@jibsheet.com> Message-ID: <4F7C9215.1030300@shadowprojects.org> Yes but that's not what i'm looking for. I want all our users to be able to see what issues we are already aware of, what we're working on and what has already been fixed. I don't mind installing another script for that purpose but if RT already does that, i'd better use it. Guillaume Hilt Le 04/04/2012 18:33, Kevin Falcone a ?crit : > On Wed, Apr 04, 2012 at 04:07:48PM +0200, Guillaume Hilt wrote: >> Basically, flyspray (details : >> http://www.chefdeprojets.com/flyspray.html) is a php script used to >> track bugs but in my case I would use it to display information on >> current issues so our users would be able to see what is going on >> with our software. >> It's just a bug list page with details. > Have you seen the SelfService interface? It lets a user see the > status of their own Tickets. > > -kevin > >> Le 04/04/2012 15:50, Ruslan Zakirov a ?crit : >>> On Wed, Apr 4, 2012 at 12:45, Guillaume Hilt wrote: >>>> Hi, >>>> >>>> I'd like to display bugtasks like flyspray does. >>> Do you really expect people to be familiar with any tracker software? >>> Show a screenshot. Describe what exactly you like about it. >>> >>>> Can I do that with RT ? >>> Yes. It's open source and highly extendable. What would it take to >>> implement? No idea. >>> >>>> Thanks, >>>> >>>> -- >>>> Guillaume Hilt >>>> >>> From luong.d.bui at gmail.com Thu Apr 5 03:25:05 2012 From: luong.d.bui at gmail.com (Luong Bui Duc) Date: Thu, 5 Apr 2012 14:25:05 +0700 Subject: [rt-users] Editing Email.pm to not ParseTicketId if Requestor is equal to 'X' In-Reply-To: References: Message-ID: Dear RT, I'm trying to edit /opt/rt4/lib/RT/Interface/Email.pm sub called ParseTicketId to not return ticket $id if Requestor email is equal to 'x at y.com' but unfortunately after editing it, mailgate start throwing me errors. Here is my code(in Bold is what i added to original RT code): *sub ParseTicketId {* * my $Subject = shift;* * my $head = shift;* * my ( $Sender, $junk ) = ParseSenderAddressFromHead($head);* * my $rtname = RT->Config->Get('rtname');* * my $test_name = RT->Config->Get('EmailSubjectTagRegex') || qr/\Q$rtname\E/i;* * * * my $id;* *if ( $Sender =~ m/x\@y\.com/ ) {* * * *return undef;* *} else {* * if ( $Subject =~ s/\[$test_name\s+\#(\d+)\s*\]//i ) {* * $id = $1;* * } else {* * foreach my $tag ( RT->System->SubjectTag ) {* * next unless $Subject =~ s/\[\Q$tag\E\s+\#(\d+)\s*\]//i;* * $id = $1;* * last;* * }* * }* * return undef unless $id;* * * * $RT::Logger->debug("Found a ticket ID. It's $id");* * return $id;* *}* *}* And logs show following: *RT server error.* * * *The RT server which handled your email did not behave as expected. It* *said:* * * *Can't call method "get" on an undefined value at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 1075.* * * *Stack:* * [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1075]* * [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1210]* * [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1439]* * [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]* * * *fetchmail: MDA returned nonzero status 75* I'm pretty new to RT and Perl itself, so i hope you can point me to the right directions. -- Thanks a lot, L -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Apr 5 06:36:25 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 5 Apr 2012 14:36:25 +0400 Subject: [rt-users] Editing Email.pm to not ParseTicketId if Requestor is equal to 'X' In-Reply-To: References: Message-ID: Hi, I don't know when we lost this or patch was never applied, but ParseTicketId is called with subject only. ParseTicketId is called in one place: $args{'ticket'} ||= ParseTicketId( $Subject ); Change the line to: $args{'ticket'} ||= ParseTicketId( $Subject, $Message ); This way second argument will be MIME::Entity object and you would be able to get head object by calling $entity->head method. Good luck. On Thu, Apr 5, 2012 at 11:25, Luong Bui Duc wrote: > Dear RT, > > I'm trying to edit?/opt/rt4/lib/RT/Interface/Email.pm sub > called?ParseTicketId to not return ticket $id if Requestor email is equal to > 'x at y.com' but unfortunately after editing it, mailgate start throwing me > errors. Here is my code(in Bold is what i added to original RT code): > > sub ParseTicketId { > ? ? my $Subject = shift; > ? ? my $head = shift; > ? ? my ( $Sender, $junk ) = ParseSenderAddressFromHead($head); > ? ? my $rtname = RT->Config->Get('rtname'); > ? ? my $test_name = RT->Config->Get('EmailSubjectTagRegex') || > qr/\Q$rtname\E/i; > > ? ? my $id; > if ( $Sender =~ m/x\@y\.com/ ) { > > return undef; > } else { > ? ? if ( $Subject =~ s/\[$test_name\s+\#(\d+)\s*\]//i ) { > ? ? ? ? $id = $1; > ? ? } else { > ? ? ? ? foreach my $tag ( RT->System->SubjectTag ) { > ? ? ? ? ? ? next unless $Subject =~ s/\[\Q$tag\E\s+\#(\d+)\s*\]//i; > ? ? ? ? ? ? $id = $1; > ? ? ? ? ? ? last; > ? ? ? ? } > ? ? } > ? ? return undef unless $id; > > ? ? $RT::Logger->debug("Found a ticket ID. It's $id"); > ? ? return $id; > } > } > > And logs show following: > > RT server error. > > The RT server which handled your email did not behave as expected. It > said: > > Can't call method "get" on an undefined value at > /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 1075. > > Stack: > ? [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1075] > ? [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1210] > ? [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1439] > ? [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] > > fetchmail: MDA returned nonzero status 75 > > > I'm pretty new to RT and Perl itself, so i hope you can point me to the > right directions. > > -- > Thanks a lot, > > L > > -- Best regards, Ruslan. From fireskyer at emailn.de Thu Apr 5 09:28:14 2012 From: fireskyer at emailn.de (john s.) Date: Thu, 5 Apr 2012 06:28:14 -0700 (PDT) Subject: [rt-users] smtp function doesn't work Message-ID: <33570502.post@talk.nabble.com> -- View this message in context: http://old.nabble.com/smtp-function-doesn%27t-work-tp33570502p33570502.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From trs at bestpractical.com Thu Apr 5 09:46:23 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 05 Apr 2012 09:46:23 -0400 Subject: [rt-users] smtp function doesn't work In-Reply-To: <33570502.post@talk.nabble.com> References: <33570502.post@talk.nabble.com> Message-ID: <4F7DA22F.3000907@bestpractical.com> John, you have to include details or no one can help you. That said, you really don't want the SMTP mailer since it doesn't do queuing like a real MTA. Install a local MTA configured to relay to your SMTP host and use sendmail delivery from RT. From mnagel at willingminds.com Thu Apr 5 20:45:41 2012 From: mnagel at willingminds.com (Mark D. Nagel) Date: Thu, 05 Apr 2012 17:45:41 -0700 Subject: [rt-users] users with multiple email addresses using mergeusers In-Reply-To: <20120309150436.GK61605@jibsheet.com> References: <4F5928FA.3040607@hpcrd.lbl.gov> <20120309150436.GK61605@jibsheet.com> Message-ID: <4F7E3CB5.4030107@willingminds.com> On 3/9/2012 7:04 AM, Kevin Falcone wrote: > They're stored in a second User account, so create a new user with the secondary email address and merge them. There are command line tools for merging users, so if you can script the user creation with perl or an initialdata file, you can then use the command line tool to automate the merging. -kevin Here's a related question that perhaps you or someone else can shed some light on. We have some code in procmail that wants to verify senders against tickets in advance, so part of the query includes '(Requestor.EmailAddress = '$from' OR Cc.EmailAddress = '$from')', passed to the rt script. The way MergeUsers functions, the TicketSQL does not select tickets that are owned by the primary user when a merged user sends the message. That is, if I send from a merged address, the ticket is created with the canonical account, and the above query fails. I'm trying to see what would be needed to be added to MergeUsers to allow that to work as intended, which would be that all addresses in the merge set should be valid for that query condition. I think it may be stretching the purpose of MergeUsers, but at the same time, that TicketSQL condition really should evaluate to true if $from is any of the merged user addresses. In fact, it looks like the redefined 'Next' method may be the root cause, but I assume that not doing this would cause problems elsewhere. If so, any ideas on alternate queries that would accomplish the desired result? Thanks, Mark -- Mark D. Nagel, CCIE #3177 Principal Consultant, Willing Minds LLC (http://www.willingminds.com) cell: 949-279-5817, desk: 714-495-4001, fax: 714-646-8277 ** For faster support response time, please ** email support at willingminds.com or call 714-495-4000 -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Thu Apr 5 20:50:56 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 05 Apr 2012 20:50:56 -0400 Subject: [rt-users] users with multiple email addresses using mergeusers In-Reply-To: <4F7E3CB5.4030107@willingminds.com> References: <4F5928FA.3040607@hpcrd.lbl.gov> <20120309150436.GK61605@jibsheet.com> <4F7E3CB5.4030107@willingminds.com> Message-ID: <4F7E3DF0.6060005@bestpractical.com> On 04/05/2012 08:45 PM, Mark D. Nagel wrote: > Here's a related question that perhaps you or someone else can shed some > light on. We have some code in procmail that wants to verify senders > against tickets in advance, so part of the query includes > '(Requestor.EmailAddress = '$from' OR Cc.EmailAddress = '$from')', > passed to the rt script. Why are you doing this type of access control at the procmail level instead of just configuring rights appropriately within RT? If you only hand out ReplyToTicket and CommentOnTicket to the appropriate watcher roles (Requestor + Cc here), then RT will do this check for you (and merged users might even Just Work the way you expect). From mnagel at willingminds.com Thu Apr 5 21:13:02 2012 From: mnagel at willingminds.com (Mark D. Nagel) Date: Thu, 05 Apr 2012 18:13:02 -0700 Subject: [rt-users] users with multiple email addresses using mergeusers In-Reply-To: <4F7E3DF0.6060005@bestpractical.com> References: <4F5928FA.3040607@hpcrd.lbl.gov> <20120309150436.GK61605@jibsheet.com> <4F7E3CB5.4030107@willingminds.com> <4F7E3DF0.6060005@bestpractical.com> Message-ID: <4F7E431E.7090603@willingminds.com> On 4/5/2012 5:50 PM, Thomas Sibley wrote: > > Why are you doing this type of access control at the procmail level > instead of just configuring rights appropriately within RT? If you only > hand out ReplyToTicket and CommentOnTicket to the appropriate watcher > roles (Requestor + Cc here), then RT will do this check for you (and > merged users might even Just Work the way you expect). > > Well, I didn't want to get into the deep details unnecessarily, but since you insist :). The check is performed as part of an automerge mechanism we developed to avoid ticket Cc storms. You know, the storms that develop when someone Cc's the original message to 20 people including RT, and they all start emailing back and forth, each message creating a brand new ticket? The solution we worked out, which has been very successful, is to pass the original message through a filter that rewrites the subject. A number of conditions must match: * subject must match (fuzzy matching, allows for Re:, Fwd:, etc.) * sender must be a requestor or cc (this is the condition I reported) * last update must be recent (within 24 hours) * exactly one ticket must match It is a heuristic, and there are some other exceptions to avoid accidental merging, but that is the jist of it. This is not merging in the traditional RT sense -- we are taking a subject that has no ticket ID and prepending one so that the message is placed into the correct ticket. This is why we take such care to avoid accidental merging -- it is virtually impossible to unmerge, unlike an RT-level merge. I suppose I could translate the logic into a Scrip that does an RT-level merge, but I think the same problem with the sender match would be there. I've sort of decided that the problem I uncovered is not really a big problem, because the requesters that would need this behavior will not generally end up being merged. I was testing a new RT instance today from my own account, which was merged into a primary account, and discovered this behavior. Thanks, Mark -- Mark D. Nagel, CCIE #3177 Principal Consultant, Willing Minds LLC (http://www.willingminds.com) cell: 949-279-5817, desk: 714-495-4001, fax: 714-646-8277 ** For faster support response time, please ** email support at willingminds.com or call 714-495-4000 From luong.d.bui at gmail.com Thu Apr 5 22:35:11 2012 From: luong.d.bui at gmail.com (Luong Bui Duc) Date: Fri, 6 Apr 2012 09:35:11 +0700 Subject: [rt-users] Outgoing reply/comments HTML Message-ID: Dear RT, I'm trying to configure RT 4.0 to send all outgoing mails using HTML instead of plain text to include all hyperlinks/tables. I edited Sendmail.pm to following: my $type = 'text/html'; RT now send all emails in HTML but all formatting is still lost, could you pls let me know which part handles HTML stripping for reply/comments? Thanks -- Regards, ~Luong -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Apr 5 23:01:37 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 5 Apr 2012 23:01:37 -0400 Subject: [rt-users] Outgoing reply/comments HTML In-Reply-To: References: Message-ID: <20120406030137.GI8185@jibsheet.com> On Fri, Apr 06, 2012 at 09:35:11AM +0700, Luong Bui Duc wrote: > I'm trying to configure RT 4.0 to send all outgoing mails using HTML instead of plain text to > include all hyperlinks/tables. I edited Sendmail.pm to following: > my $type = 'text/html'; > RT now send all emails in HTML but all formatting is still lost, could you pls let me know > which part handles HTML stripping for reply/comments? Thanks This is documented in docs/customizing/templates.pod - your change will break things. You should be able to find many emails to the list about html mail that point to this piece of documentation with a quick search. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Gasper.Zupancic at tsmedia.si Fri Apr 6 04:20:48 2012 From: Gasper.Zupancic at tsmedia.si (=?iso-8859-2?Q?Ga=B9per_Zupan=E8i=E8?=) Date: Fri, 6 Apr 2012 10:20:48 +0200 Subject: [rt-users] number of displayed rows in saved search Message-ID: <0EDE11E319B0B043B4F24E0305CABF7C82F0344DD0@P9MAIL.p9.internal> Dear RT, i have a problem with dashboard showing only 50 rows of tickets per page, regardles if i set it in saved search to unlimited. There isn't even an option to show next page. Did i miss something somewhere in the settings? Ga?per Zupan?i? Skrbnik aplikacij TSmedia, d.o.o., Cigaletova ulica 15, SI-1000 Ljubljana T: +386 1 473 00 35, F: +386 1 473 00 16, M: +386 31 347 698 [cid:image001.jpg at 01CD13DE.EFA52F20] Pravni pogoji / Legal disclaimer -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 2104 bytes Desc: image001.jpg URL: From mailinglists at boksa.de Mon Apr 9 06:39:25 2012 From: mailinglists at boksa.de (Benjamin Boksa) Date: Mon, 9 Apr 2012 12:39:25 +0200 Subject: [rt-users] RT and JasperReports Server Integration (got it working, anyone interested?) Message-ID: <93C7F249-55C0-44C4-AF91-3435D051462B@boksa.de> Hi Everyone, RT has been my primary tool to manage Tickets and other Requests since 2001 (RT 2.x) and I am still using it everyday. During the last few years I integrated some billing functions into RT (by using custom fields, workflows etc.). As a natural consequence I have reached the point where I need a function I could not find in RT itself: easily manageable print layouts (aka PDFs ;-) ) that can be custom tailored to fit my client's needs (e.g. grouping by cost unit). After a few days of work I now have a completely working system that allows me to create pretty, printable Reports from RT using JasperReports Server [1]. It uses RT's REST API with customizable (query builder) queries and a simple definition (REST Interface URL, Username and Password) to access ticket data from JasperReports Server. I have done so by creating a custom DataSource [2] and a custom QueryExecuter [3] for JasperReports - all you need to know to prepare your data from RT to be used in a Jasper report are the credentials of your instance's REST Interface and the query builder query you would like to run - you should know all of these if you work with RT regularly ;-) You can then use tools like iReport [4] to design fantastic reporting templates for your RT data including your logo, graphs and many other cool things. As you already might have guessed I think I have found a pretty good solution to integrate RT and JasperReports Server. Now I am standing at the point where I wonder a) If this is interesting to the RT community (found some mails back in 2007)? b) If anyone of you is interested in joining my efforts to improve the solution? c) If there is anything else you would like to know about the solution? d) As a part of the project I have also built a single J2EE component (DAO [5]) to access the RT REST Interface - would you like to see this component to be released independently? I would be glad to get some feedback from you to see if this will be a cool thing for myself or if it makes sense to create a project for the RT community - I have many cool ideas in the back of my head (like direct integration into the RT web interface). Looking forward to your answers and sending curious greetings from Cologne Benjamin P.S.: As this is a very "developerish" topic I hope it is OK to crosspost this mail... [1] http://jasperforge.org/projects/jasperserver [2] http://jasperreports.sourceforge.net/sample.reference/datasource/index.html#customdatasource [3] http://jasperforge.org/uploads/publish/jasperreportswebsite/trunk/sample.reference/hibernate/index.html#queryexecuters [4] http://jasperforge.org/projects/ireport [5] http://java.sun.com/blueprints/corej2eepatterns/Patterns/DataAccessObject.html From robert at robertblackwell.com Mon Apr 9 07:44:31 2012 From: robert at robertblackwell.com (Robert Blackwell) Date: Mon, 9 Apr 2012 07:44:31 -0400 Subject: [rt-users] [rt-devel] RT and JasperReports Server Integration (got it working, anyone interested?) In-Reply-To: <1B021992-73D7-4F8A-96BD-5394E8B5BB15@gmail.com> References: <93C7F249-55C0-44C4-AF91-3435D051462B@boksa.de> <1B021992-73D7-4F8A-96BD-5394E8B5BB15@gmail.com> Message-ID: I agree this would be an excellent addition to RT. Is there a project repository set up somewhere? I would be interested using this and helping with the project. Robert On Mon, Apr 9, 2012 at 6:51 AM, Cornell D. Green wrote: > This sounds like an excellent addition to RT, a tool I myself have been working with since nearly its inception. > > Not much of a developer myself, I encourage you to consider at least making this available to the RT community, if not actually folding it into the RT code base. > > Cornell D. Green > CIO > CommunIT Solutions > Let's get Your Technology to WORK! > http://CommunIT.us/helpdesk > > On Apr 9, 2012, at 6:39 AM, Benjamin Boksa wrote: > >> Hi Everyone, >> >> RT has been my primary tool to manage Tickets and other Requests since 2001 (RT 2.x) and I am still using it everyday. During the last few years I integrated some billing functions into RT (by using custom fields, workflows etc.). As a natural consequence I have reached the point where I need a function I could not find in RT itself: easily manageable print layouts (aka PDFs ;-) ) that can be custom tailored to fit my client's needs (e.g. grouping by cost unit). >> >> After a few days of work I now have a completely working system that allows me to create pretty, printable Reports from RT using JasperReports Server [1]. >> >> It uses RT's REST API with customizable (query builder) queries and a simple definition (REST Interface URL, Username and Password) to access ticket data from JasperReports Server. I have done so by creating a custom DataSource [2] and a custom QueryExecuter [3] for JasperReports - all you need to know to prepare your data from RT to be used in a Jasper report are the credentials of your instance's REST Interface and the query builder query you would like to run - you should know all of these if you work with RT regularly ;-) >> >> You can then use tools like iReport [4] to design fantastic reporting templates for your RT data including your logo, graphs and many other cool things. >> >> As you already might have guessed I think I have found a pretty good solution to integrate RT and JasperReports Server. Now I am standing at the point where I wonder >> >> a) If this is interesting to the RT community (found some mails back in 2007)? >> b) If anyone of you is interested in joining my efforts to improve the solution? >> c) If there is anything else you would like to know about the solution? >> d) As a part of the project I have also built a single J2EE component (DAO [5]) to access the RT REST Interface - would you like to see this component to be released independently? >> >> I would be glad to get some feedback from you to see if this will be a cool thing for myself or if it makes sense to create a project for the RT community - I have many cool ideas in the back of my head (like direct integration into the RT web interface). >> >> Looking forward to your answers and sending curious greetings from Cologne >> >> Benjamin >> >> >> P.S.: As this is a very "developerish" topic I hope it is OK to crosspost this mail... >> >> >> [1] http://jasperforge.org/projects/jasperserver >> [2] http://jasperreports.sourceforge.net/sample.reference/datasource/index.html#customdatasource >> [3] http://jasperforge.org/uploads/publish/jasperreportswebsite/trunk/sample.reference/hibernate/index.html#queryexecuters >> [4] http://jasperforge.org/projects/ireport >> [5] http://java.sun.com/blueprints/corej2eepatterns/Patterns/DataAccessObject.html >> -------- >> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel > > -------- > List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel From ktm at rice.edu Mon Apr 9 08:51:57 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Mon, 9 Apr 2012 07:51:57 -0500 Subject: [rt-users] RT and JasperReports Server Integration (got it working, anyone interested?) In-Reply-To: <93C7F249-55C0-44C4-AF91-3435D051462B@boksa.de> References: <93C7F249-55C0-44C4-AF91-3435D051462B@boksa.de> Message-ID: <20120409125157.GK24468@aart.rice.edu> Hi Benjamin, Very cool. I would certainly be interested in this project. This may ameleorate some of the reporting issues that we have. Regards, Ken On Mon, Apr 09, 2012 at 12:39:25PM +0200, Benjamin Boksa wrote: > Hi Everyone, > > RT has been my primary tool to manage Tickets and other Requests since 2001 (RT 2.x) and I am still using it everyday. During the last few years I integrated some billing functions into RT (by using custom fields, workflows etc.). As a natural consequence I have reached the point where I need a function I could not find in RT itself: easily manageable print layouts (aka PDFs ;-) ) that can be custom tailored to fit my client's needs (e.g. grouping by cost unit). > > After a few days of work I now have a completely working system that allows me to create pretty, printable Reports from RT using JasperReports Server [1]. > > It uses RT's REST API with customizable (query builder) queries and a simple definition (REST Interface URL, Username and Password) to access ticket data from JasperReports Server. I have done so by creating a custom DataSource [2] and a custom QueryExecuter [3] for JasperReports - all you need to know to prepare your data from RT to be used in a Jasper report are the credentials of your instance's REST Interface and the query builder query you would like to run - you should know all of these if you work with RT regularly ;-) > > You can then use tools like iReport [4] to design fantastic reporting templates for your RT data including your logo, graphs and many other cool things. > > As you already might have guessed I think I have found a pretty good solution to integrate RT and JasperReports Server. Now I am standing at the point where I wonder > > a) If this is interesting to the RT community (found some mails back in 2007)? > b) If anyone of you is interested in joining my efforts to improve the solution? > c) If there is anything else you would like to know about the solution? > d) As a part of the project I have also built a single J2EE component (DAO [5]) to access the RT REST Interface - would you like to see this component to be released independently? > > I would be glad to get some feedback from you to see if this will be a cool thing for myself or if it makes sense to create a project for the RT community - I have many cool ideas in the back of my head (like direct integration into the RT web interface). > > Looking forward to your answers and sending curious greetings from Cologne > > Benjamin > > > P.S.: As this is a very "developerish" topic I hope it is OK to crosspost this mail... > > > [1] http://jasperforge.org/projects/jasperserver > [2] http://jasperreports.sourceforge.net/sample.reference/datasource/index.html#customdatasource > [3] http://jasperforge.org/uploads/publish/jasperreportswebsite/trunk/sample.reference/hibernate/index.html#queryexecuters > [4] http://jasperforge.org/projects/ireport > [5] http://java.sun.com/blueprints/corej2eepatterns/Patterns/DataAccessObject.html From jlaroff at gmail.com Mon Apr 9 08:56:11 2012 From: jlaroff at gmail.com (Joshua Laroff) Date: Mon, 9 Apr 2012 08:56:11 -0400 Subject: [rt-users] RT and JasperReports Server Integration (got it working, anyone interested?) In-Reply-To: <20120409125157.GK24468@aart.rice.edu> References: <93C7F249-55C0-44C4-AF91-3435D051462B@boksa.de> <20120409125157.GK24468@aart.rice.edu> Message-ID: Hey Benjamin, So I woke up this morning thinking about sorting out our RT reporting/billing issues, and the first email I see is yours. Needless to say, I am very interested! JL On Mon, Apr 9, 2012 at 8:51 AM, ktm at rice.edu wrote: > Hi Benjamin, > > Very cool. I would certainly be interested in this project. This may ameleorate some > of the reporting issues that we have. > > Regards, > Ken > > On Mon, Apr 09, 2012 at 12:39:25PM +0200, Benjamin Boksa wrote: >> Hi Everyone, >> >> RT has been my primary tool to manage Tickets and other Requests since 2001 (RT 2.x) and I am still using it everyday. During the last few years I integrated some billing functions into RT (by using custom fields, workflows etc.). As a natural consequence I have reached the point where I need a function I could not find in RT itself: easily manageable print layouts (aka PDFs ;-) ) that can be custom tailored to fit my client's needs (e.g. grouping by cost unit). >> >> After a few days of work I now have a completely working system that allows me to create pretty, printable Reports from RT using JasperReports Server [1]. >> >> It uses RT's REST API with customizable (query builder) queries and a simple definition (REST Interface URL, Username and Password) to access ticket data from JasperReports Server. I have done so by creating a custom DataSource [2] and a custom QueryExecuter [3] for JasperReports - all you need to know to prepare your data from RT to be used in a Jasper report are the credentials of your instance's REST Interface and the query builder query you would like to run - you should know all of these if you work with RT regularly ;-) >> >> You can then use tools like iReport [4] to design fantastic reporting templates for your RT data including your logo, graphs and many other cool things. >> >> As you already might have guessed I think I have found a pretty good solution to integrate RT and JasperReports Server. Now I am standing at the point where I wonder >> >> a) If this is interesting to the RT community (found some mails back in 2007)? >> b) If anyone of you is interested in joining my efforts to improve the solution? >> c) If there is anything else you would like to know about the solution? >> d) As a part of the project I have also built a single J2EE component (DAO [5]) to access the RT REST Interface - would you like to see this component to be released independently? >> >> I would be glad to get some feedback from you to see if this will be a cool thing for myself or if it makes sense to create a project for the RT community - I have many cool ideas in the back of my head (like direct integration into the RT web interface). >> >> Looking forward to your answers and sending curious greetings from Cologne >> >> Benjamin >> >> >> P.S.: As this is a very "developerish" topic I hope it is OK to crosspost this mail... >> >> >> [1] http://jasperforge.org/projects/jasperserver >> [2] http://jasperreports.sourceforge.net/sample.reference/datasource/index.html#customdatasource >> [3] http://jasperforge.org/uploads/publish/jasperreportswebsite/trunk/sample.reference/hibernate/index.html#queryexecuters >> [4] http://jasperforge.org/projects/ireport >> [5] http://java.sun.com/blueprints/corej2eepatterns/Patterns/DataAccessObject.html From testwreq at gmail.com Mon Apr 9 14:04:58 2012 From: testwreq at gmail.com (testwreq wreq) Date: Mon, 9 Apr 2012 14:04:58 -0400 Subject: [rt-users] local perl for rt 3.8.2 Message-ID: RT gurus: Is there any CONF file on RT that can change the RT perl files to point to local perl or should all .pl files be changed individually? For example, currently pl files are pointing to #!/usr/bin/perl ; I want to point them to #!/root/localperl/perl-5.14.2 Thanks much in advance. -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjrc at sanger.ac.uk Mon Apr 9 14:10:21 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Mon, 9 Apr 2012 19:10:21 +0100 Subject: [rt-users] local perl for rt 3.8.2 In-Reply-To: References: Message-ID: <11941184-7F05-480A-9CA6-A4FE02CAB080@sanger.ac.uk> On 9 Apr 2012, at 19:04, testwreq wreq wrote: > RT gurus: > > Is there any CONF file on RT that can change the RT perl files to point to local perl or should all .pl files be changed individually? > > For example, currently pl files are pointing to #!/usr/bin/perl ; I want to point them to #!/root/localperl/perl-5.14.2 Does the right thing happen if you set the PERL environment variable to that value before running the configure script? Then things like make fixdeps will Do The Right Thing and make sure your new perl will have all the right modules installed. 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 scott.pestana at linguamatics.com Mon Apr 9 14:25:47 2012 From: scott.pestana at linguamatics.com (Scott Pestana) Date: Mon, 09 Apr 2012 14:25:47 -0400 Subject: [rt-users] RT Extension LDAPImport Using LDAPS? Message-ID: <4F8329AB.2020204@linguamatics.com> RT Gents, I'm having trouble setting up LDAPImport over LDAPS. The README with the package on CPAN details set up and includes "Hostname or ldap(s):// uri" which suggests to me that secure transmission should work. I have settings in RT_SiteConfig.pm for Security, but I don't see a specific flag for the Extension::LDAPImport package to set that secure communication is requested. I run into the following error trying to run rtldapimport: [root at owlwoman bin]# ./rtldapimport Running test import, no data will be changed Rerun command with --import to perform the import Rerun command with --debug for more information [Mon Apr 9 18:19:15 2012] [error]: LDAP search failed No such object (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:866) LDAP search failed No such object Testing group import [Mon Apr 9 18:19:15 2012] [warning]: Not running a group import, configuration not set (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:874) Not running a group import, configuration not set Finished test Digging into the PERL code being executed by rtldapimport, I found that the LDAP object can't be created because the configuration being used is insecure: DB<9> x $ldap 0 Net::LDAP=HASH(0x5af6f00) 'net_ldap_async' => 0 'net_ldap_debug' => 0 'net_ldap_host' => 'OURLDAPS.linguamatics.com' 'net_ldap_port' => 389 'net_ldap_refcnt' => 1 'net_ldap_resp' => HASH(0x86044f0) empty hash 'net_ldap_scheme' => 'ldap' 'net_ldap_socket' => IO::Socket::INET=GLOB(0x8604718) -> *Symbol::GEN46 FileHandle({*Symbol::GEN46}) => fileno(8) 'net_ldap_uri' => 'OURLDAPS.linguamatics.com' 'net_ldap_version' => 3 What flags do I need to set for rtldapimport to use secure communication when doing the import? I have set $LDAPUser and $LDAPPassword in the RT_SiteConfig.pm but aren't reflected here either (perhaps they are applied later). -- N. Scott Pestana IT Infrastructure Linguamatics 275 Grove Street, Suite 2-400 Newton, MA 02466 Tel: +1-774-571-7135 US Tel: +1-617-674-3256 UK Tel: 011-44-1223-421360 UK Fax: 011-44-1223-421361 Web: www.linguamatics.com From testwreq at gmail.com Mon Apr 9 14:34:22 2012 From: testwreq at gmail.com (testwreq wreq) Date: Mon, 9 Apr 2012 14:34:22 -0400 Subject: [rt-users] local perl for rt 3.8.2 In-Reply-To: <11941184-7F05-480A-9CA6-A4FE02CAB080@sanger.ac.uk> References: <11941184-7F05-480A-9CA6-A4FE02CAB080@sanger.ac.uk> Message-ID: I am sorry I am so new for RT and perl. I installed perl-5.14.2 in a local directory and CD'd to that directory before running configure script. and then using local perl installed missing modules /root/localperl/bin/perl -MCPAN -e 'install Bundle::Interchange' I did not run fixdeps. I already have a running version of RT 3.8.2. I want to point it to the perl I installed in the local directory. The reason I am doing this is because, I have to upgrade centos from 5.5 to 5.8 (which is the latest). I did an upgrade on my test machine and I could not start the http server. The error logs showed some TEMP dependancy missing for RT. After installing that TEMP perl module, I could start the httpd server but could not access the RT application from the browser. It tries to open some(?) file and fails due to missing mime type. Then I installed mime types from the source but this also did not fix it. I cannot understand what this centos upgrade did. I am completly lost. Now I am wondering, if by installing a new version of perl and have RT point to that will fix the issue or not? Any ideas please let me know. Thanks much. On Mon, Apr 9, 2012 at 2:10 PM, Tim Cutts wrote: > > On 9 Apr 2012, at 19:04, testwreq wreq wrote: > > > RT gurus: > > > > Is there any CONF file on RT that can change the RT perl files to point > to local perl or should all .pl files be changed individually? > > > > For example, currently pl files are pointing to #!/usr/bin/perl ; I want > to point them to #!/root/localperl/perl-5.14.2 > > Does the right thing happen if you set the PERL environment variable to > that value before running the configure script? Then things like make > fixdeps will Do The Right Thing and make sure your new perl will have all > the right modules installed. > > 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. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon Apr 9 14:37:10 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 09 Apr 2012 14:37:10 -0400 Subject: [rt-users] RT Extension LDAPImport Using LDAPS? In-Reply-To: <4F8329AB.2020204@linguamatics.com> References: <4F8329AB.2020204@linguamatics.com> Message-ID: <4F832C56.9010303@bestpractical.com> On 04/09/2012 02:25 PM, Scott Pestana wrote: > RT Gents, > I'm having trouble setting up LDAPImport over LDAPS. The README > with the package on CPAN details set up and includes "Hostname or > ldap(s):// uri" which suggests to me that secure transmission should > work. I have settings in RT_SiteConfig.pm for Security, but I don't see > a specific flag for the Extension::LDAPImport package to set that secure > communication is requested. Please show us your RT_SiteConfig.pm (with passwords redacted). I suspect you have: Set($LDAPHost, 'ourldaps.linguamatics.com'); rather than what the doc suggests of: Set($LDAPHost, 'ldaps://ourldaps.linguamatics.com'); Thomas From scott.pestana at linguamatics.com Mon Apr 9 14:55:39 2012 From: scott.pestana at linguamatics.com (Scott Pestana) Date: Mon, 09 Apr 2012 14:55:39 -0400 Subject: [rt-users] RT Extension LDAPImport Using LDAPS? In-Reply-To: <4F832C56.9010303@bestpractical.com> References: <4F8329AB.2020204@linguamatics.com> <4F832C56.9010303@bestpractical.com> Message-ID: <4F8330AB.3030100@linguamatics.com> Thomas, That was all I needed to change. For some reason in my head LDAPHost was to (strictly) take the form of a FQDN. Thanks for your help: Found new user *** to create in RT Found... ... etc. -Scott On 4/9/2012 2:37 PM, Thomas Sibley wrote: > On 04/09/2012 02:25 PM, Scott Pestana wrote: >> RT Gents, >> I'm having trouble setting up LDAPImport over LDAPS. The README >> with the package on CPAN details set up and includes "Hostname or >> ldap(s):// uri" which suggests to me that secure transmission should >> work. I have settings in RT_SiteConfig.pm for Security, but I don't see >> a specific flag for the Extension::LDAPImport package to set that secure >> communication is requested. > Please show us your RT_SiteConfig.pm (with passwords redacted). > > I suspect you have: > > Set($LDAPHost, 'ourldaps.linguamatics.com'); > > rather than what the doc suggests of: > > Set($LDAPHost, 'ldaps://ourldaps.linguamatics.com'); > > Thomas > -- N. Scott Pestana IT Infrastructure Linguamatics 275 Grove Street, Suite 2-400 Newton, MA 02466 Tel: +1-774-571-7135 US Tel: +1-617-674-3256 UK Tel: 011-44-1223-421360 UK Fax: 011-44-1223-421361 Web: www.linguamatics.com From falcone at bestpractical.com Mon Apr 9 15:10:33 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 9 Apr 2012 15:10:33 -0400 Subject: [rt-users] RT Extension LDAPImport Using LDAPS? In-Reply-To: <4F8329AB.2020204@linguamatics.com> References: <4F8329AB.2020204@linguamatics.com> Message-ID: <20120409191033.GJ8185@jibsheet.com> On Mon, Apr 09, 2012 at 02:25:47PM -0400, Scott Pestana wrote: > I'm having trouble setting up LDAPImport over LDAPS. The README > with the package on CPAN details set up and includes "Hostname or > ldap(s):// uri" which suggests to me that secure transmission should > work. I have settings in RT_SiteConfig.pm for Security, but I don't > see a specific flag for the Extension::LDAPImport package to set > that secure communication is requested. > > I run into the following error trying to run rtldapimport: > > [root at owlwoman bin]# ./rtldapimport > Running test import, no data will be changed > Rerun command with --import to perform the import > Rerun command with --debug for more information > [Mon Apr 9 18:19:15 2012] [error]: LDAP search failed No such > object (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:866) > LDAP search failed No such object > Testing group import > [Mon Apr 9 18:19:15 2012] [warning]: Not running a group import, > configuration not set (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:874) > Not running a group import, configuration not set > Finished test Please show your LDAPimport configuration for LDAPHost / LDAPUser and a sanitized version of LDAPPassword. Your port # implies that Net::LDAP didn't think you needed ssl. -kevin > Digging into the PERL code being executed by rtldapimport, I > found that the LDAP object can't be created because the > configuration being used is insecure: > > DB<9> x $ldap > 0 Net::LDAP=HASH(0x5af6f00) > 'net_ldap_async' => 0 > 'net_ldap_debug' => 0 > 'net_ldap_host' => 'OURLDAPS.linguamatics.com' > 'net_ldap_port' => 389 > 'net_ldap_refcnt' => 1 > 'net_ldap_resp' => HASH(0x86044f0) > empty hash > 'net_ldap_scheme' => 'ldap' > 'net_ldap_socket' => IO::Socket::INET=GLOB(0x8604718) > -> *Symbol::GEN46 > FileHandle({*Symbol::GEN46}) => fileno(8) > 'net_ldap_uri' => 'OURLDAPS.linguamatics.com' > 'net_ldap_version' => 3 > > What flags do I need to set for rtldapimport to use secure > communication when doing the import? I have set $LDAPUser and > $LDAPPassword in the RT_SiteConfig.pm but aren't reflected here > either (perhaps they are applied later). > > > > -- > N. Scott Pestana > IT Infrastructure > Linguamatics > 275 Grove Street, Suite 2-400 > Newton, MA 02466 > > Tel: +1-774-571-7135 > > US Tel: +1-617-674-3256 > UK Tel: 011-44-1223-421360 > UK Fax: 011-44-1223-421361 > Web: www.linguamatics.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ptomblin at xcski.com Mon Apr 9 15:35:27 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Mon, 9 Apr 2012 15:35:27 -0400 Subject: [rt-users] CustomFields in Scrip Message-ID: I have a ScripAction that activates when a ticket is resovled. If I set a custom field and resolve the ticket on the web site ( http://localhost:8080/Ticket/Modify.html?id=1), I'm trying to pull out the new custom field value in the Scrip using # Find the custom field "myCustom" my $myCustom = $ticket->FirstCustomFieldValue("myCustom"); $RT::Logger->debug("custom field = ". $myCustom); but it never gets the value. Is there somewhere else I need to look for that custom field? Is it in the TransactionObj instead? Am I going to have to use TransactionBatch for this? -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Apr 9 16:08:18 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 10 Apr 2012 00:08:18 +0400 Subject: [rt-users] local perl for rt 3.8.2 In-Reply-To: <11941184-7F05-480A-9CA6-A4FE02CAB080@sanger.ac.uk> References: <11941184-7F05-480A-9CA6-A4FE02CAB080@sanger.ac.uk> Message-ID: On Mon, Apr 9, 2012 at 22:10, Tim Cutts wrote: > > On 9 Apr 2012, at 19:04, testwreq wreq wrote: > >> RT gurus: >> >> Is there any CONF file on RT that can change the RT perl files to point to local perl or should all .pl files be changed individually? >> >> For example, currently pl files are pointing to #!/usr/bin/perl ; I want to point them to #!/root/localperl/perl-5.14.2 > > Does the right thing happen if you set the PERL environment variable to that value before running the configure script? ?Then things like make fixdeps will Do The Right Thing and make sure your new perl will have all the right modules installed. It should work as expected. > > 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. -- Best regards, Ruslan. From scott.pestana at linguamatics.com Mon Apr 9 16:50:09 2012 From: scott.pestana at linguamatics.com (Scott Pestana) Date: Mon, 09 Apr 2012 16:50:09 -0400 Subject: [rt-users] RT Extension LDAPImport Using LDAPS? In-Reply-To: <20120409191033.GJ8185@jibsheet.com> References: <4F8329AB.2020204@linguamatics.com> <20120409191033.GJ8185@jibsheet.com> Message-ID: <4F834B81.6000803@linguamatics.com> Kevin, Thomas's notes helped me get my import working. Users are now imported into our RT instance. However we do get a lot of noise: [Mon Apr 9 19:51:49 2012] [critical]: RT::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo : Search for (&(|(objectClass=posixAccount)(objectClass=account))(mail=USEREMAIL at linguamatics.com)) failed: LDAP_NO_SUCH_OBJECT 32 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:232) [Mon Apr 9 19:51:49 2012] [critical]: RT::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo : Search for (&(|(objectClass=posixAccount)(objectClass=account))(uid=USERID)) failed: LDAP_NO_SUCH_OBJECT 32 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:232) For each user we get the above two "critical" errors, and the below "info" message (which I don't mind aside from the "Disabled" part): [Mon Apr 9 19:51:49 2012] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , EmailAddress: USEREMAIL at linguamatics.com, ExternalAuthId: USERID, Gecos: USERFULLNAME, Name: USERID, Privileged: 1, RealName: USERFULLNAME (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:651) When I inspected the MySQL tables that were created, I found that all the users appeared to be created as I wanted. I am having trouble with the Web view at the moment, so I need to verify them through that view as well. For reference, here are the settings / bindings from RT_SiteConfig.pm Set($LDAPHost,'ldaps://OURLDAPS.linguamatics.com'); Set($LDAPUser,'uid=OURBINDUSER,dc=linguamatics,dc=com'); Set($LDAPPassword, 'OURBINDPW'); Set($LDAPBase, 'ou=OURUSERTREE,dc=linguamatics,dc=com'); Set($LDAPFilter, '(|(objectClass=posixAccount)(objectClass=account))'); Set($LDAPMapping, { 'Name' => 'uid', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'ExternalAuthId' => 'uid', 'Gecos' => 'gecos' } ); Set($LDAPCreatePrivileged, 1); #For now we don't need groups, from what I can tell so: #Set($LDAPGroupName, 'Imported Users'); #The previous line is commented out and we use this line: Set($LDAPSkipAutogeneratedGroup, 1); Set($LDAPUpdateUsers, 0); Set($LDAPUpdateOnly, 0); #Set($LDAPGroupBase, ''); #Set($LDAPGroupFilter, ''); #Set($LDAPGroupMapping, { }); Please let me know if anything jumps out at you about why we're generating so many "critical" messages. Otherwise, I'm more or less happy with how RT Extension LDAPImport works, inspecting the data sent into the MySQL database showed me data that looked good. -Scott On 4/9/2012 3:10 PM, Kevin Falcone wrote: > On Mon, Apr 09, 2012 at 02:25:47PM -0400, Scott Pestana wrote: >> I'm having trouble setting up LDAPImport over LDAPS. The README >> with the package on CPAN details set up and includes "Hostname or >> ldap(s):// uri" which suggests to me that secure transmission should >> work. I have settings in RT_SiteConfig.pm for Security, but I don't >> see a specific flag for the Extension::LDAPImport package to set >> that secure communication is requested. >> >> I run into the following error trying to run rtldapimport: >> >> [root at owlwoman bin]# ./rtldapimport >> Running test import, no data will be changed >> Rerun command with --import to perform the import >> Rerun command with --debug for more information >> [Mon Apr 9 18:19:15 2012] [error]: LDAP search failed No such >> object (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:866) >> LDAP search failed No such object >> Testing group import >> [Mon Apr 9 18:19:15 2012] [warning]: Not running a group import, >> configuration not set (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:874) >> Not running a group import, configuration not set >> Finished test > Please show your LDAPimport configuration for LDAPHost / LDAPUser and > a sanitized version of LDAPPassword. > > Your port # implies that Net::LDAP didn't think you needed ssl. > > -kevin > >> Digging into the PERL code being executed by rtldapimport, I >> found that the LDAP object can't be created because the >> configuration being used is insecure: >> >> DB<9> x $ldap >> 0 Net::LDAP=HASH(0x5af6f00) >> 'net_ldap_async' => 0 >> 'net_ldap_debug' => 0 >> 'net_ldap_host' => 'OURLDAPS.linguamatics.com' >> 'net_ldap_port' => 389 >> 'net_ldap_refcnt' => 1 >> 'net_ldap_resp' => HASH(0x86044f0) >> empty hash >> 'net_ldap_scheme' => 'ldap' >> 'net_ldap_socket' => IO::Socket::INET=GLOB(0x8604718) >> -> *Symbol::GEN46 >> FileHandle({*Symbol::GEN46}) => fileno(8) >> 'net_ldap_uri' => 'OURLDAPS.linguamatics.com' >> 'net_ldap_version' => 3 >> >> What flags do I need to set for rtldapimport to use secure >> communication when doing the import? I have set $LDAPUser and >> $LDAPPassword in the RT_SiteConfig.pm but aren't reflected here >> either (perhaps they are applied later). >> >> >> >> -- >> N. Scott Pestana >> IT Infrastructure >> Linguamatics >> 275 Grove Street, Suite 2-400 >> Newton, MA 02466 >> >> Tel: +1-774-571-7135 >> >> US Tel: +1-617-674-3256 >> UK Tel: 011-44-1223-421360 >> UK Fax: 011-44-1223-421361 >> Web: www.linguamatics.com >> -- N. Scott Pestana IT Infrastructure Linguamatics 275 Grove Street, Suite 2-400 Newton, MA 02466 Tel: +1-774-571-7135 US Tel: +1-617-674-3256 UK Tel: 011-44-1223-421360 UK Fax: 011-44-1223-421361 Web: www.linguamatics.com From trs at bestpractical.com Mon Apr 9 16:58:01 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 09 Apr 2012 16:58:01 -0400 Subject: [rt-users] RT Extension LDAPImport Using LDAPS? In-Reply-To: <4F834B81.6000803@linguamatics.com> References: <4F8329AB.2020204@linguamatics.com> <20120409191033.GJ8185@jibsheet.com> <4F834B81.6000803@linguamatics.com> Message-ID: <4F834D59.20101@bestpractical.com> On 04/09/2012 04:50 PM, Scott Pestana wrote: > [Mon Apr 9 19:51:49 2012] [critical]: > RT::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo : Search for > (&(|(objectClass=posixAccount)(objectClass=account))(mail=USEREMAIL at linguamatics.com)) > failed: LDAP_NO_SUCH_OBJECT 32 > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:232) > > [Mon Apr 9 19:51:49 2012] [critical]: > RT::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo : Search for > (&(|(objectClass=posixAccount)(objectClass=account))(uid=USERID)) > failed: LDAP_NO_SUCH_OBJECT 32 > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:232) You'll note these errors are from RT-Authen-ExternalAuth, not RT-Extension-LDAPImport. Please show us the config for ExternalAuth. > For each user we get the above two "critical" errors, and the below > "info" message (which I don't mind aside from the "Disabled" part): Those critical errors are passed along from your LDAP server. > [Mon Apr 9 19:51:49 2012] [info]: > RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , > EmailAddress: USEREMAIL at linguamatics.com, ExternalAuthId: USERID, Gecos: > USERFULLNAME, Name: USERID, Privileged: 1, RealName: USERFULLNAME > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:651) This is just an informational message. Disabled: is blank, so that's fine. > When I inspected the MySQL tables that were created, I found that > all the users appeared to be created as I wanted. I am having trouble > with the Web view at the moment, so I need to verify them through that > view as well. This is probably because you're only looking at privileged users in the admin interface and LDAPImport creates unprivileged users. You can search for them using the form on the admin page. Thomas From gilbert at dido.ca Tue Apr 10 06:58:19 2012 From: gilbert at dido.ca (Gilbert Rebeiro) Date: Tue, 10 Apr 2012 06:58:19 -0400 Subject: [rt-users] reduce duplicate emails to ccadmin when owner Message-ID: <4F84124B.90201@dido.ca> Hi, We are using RT 4.0.0 all is working well. We have a couple of users that are ccadmins to several queues. They are obviously getting bombarded with emails. They can't differentiate the ones they receive because they are cc:admins. They really need to see the ones that there has been a reply or comments, the changes of status or queues are less important. They really need to know when they are assigned a ticket or they are the owner and something happens to the ticket. They want 2 email addresses - one for the ccadmin stuff and one for their user. Any suggestions? Thanks GIlbert. From testwreq at gmail.com Tue Apr 10 08:38:02 2012 From: testwreq at gmail.com (testwreq wreq) Date: Tue, 10 Apr 2012 08:38:02 -0400 Subject: [rt-users] local perl for rt 3.8.2 In-Reply-To: References: <11941184-7F05-480A-9CA6-A4FE02CAB080@sanger.ac.uk> Message-ID: I am sorry I am so new for RT and perl. I installed perl-5.14.2 in a local directory and CD'd to that directory before running configure script. and then using local perl installed missing modules /root/localperl/bin/perl -MCPAN -e 'install Bundle::Interchange' I did not run fixdeps. I already have a running version of RT 3.8.2. I want to point it to the perl I installed in the local directory. The reason I am doing this is because, I have to upgrade centos from 5.5 to 5.8 (which is the latest). I did an upgrade on my test machine and I could not start the http server. The error logs showed some TEMP dependancy missing for RT. After installing that TEMP perl module, I could start the httpd server but could not access the RT application from the browser. It tries to open some(?) file and fails due to missing mime type. Then I installed mime types from the source but this also did not fix it. I cannot understand what this centos upgrade did. I am completly lost. Now I am wondering, if by installing a new version of perl and have RT point to that will fix the issue or not? Any ideas please let me know. Thanks much. On Mon, Apr 9, 2012 at 4:08 PM, Ruslan Zakirov wrote: > On Mon, Apr 9, 2012 at 22:10, Tim Cutts wrote: > > > > On 9 Apr 2012, at 19:04, testwreq wreq wrote: > > > >> RT gurus: > >> > >> Is there any CONF file on RT that can change the RT perl files to point > to local perl or should all .pl files be changed individually? > >> > >> For example, currently pl files are pointing to #!/usr/bin/perl ; I > want to point them to #!/root/localperl/perl-5.14.2 > > > > Does the right thing happen if you set the PERL environment variable to > that value before running the configure script? Then things like make > fixdeps will Do The Right Thing and make sure your new perl will have all > the right modules installed. > > It should work as expected. > > > > > > 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. > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From testwreq at gmail.com Tue Apr 10 09:13:58 2012 From: testwreq at gmail.com (testwreq wreq) Date: Tue, 10 Apr 2012 09:13:58 -0400 Subject: [rt-users] PerlRequire /data/rt3/bin/webmux.pl Message-ID: I upgraded centos from 5.5 to 5.8 . I am unable to start the http server. The error in the logs is *"use" not allowed in expression at /data/rt3/bin/webmux.pl line 49, at end of line\nsyntax error at /data/rt3/bin/webmux.pl line 49, near "use strict"\nBEGIN not safe after errors--compilation aborted at /data/rt3/bin/ webmux.pl line 58.\nCompilation failed in require at (eval 7) line 1* If the comment the PerlRequire line in my conf file, I can start the httpd server. *Any ideas how to fix this?* ServerName devrt.cs.stonybrook.edu DocumentRoot /data/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI *PerlRequire /data/rt3/bin/webmux.pl* SetHandler perl-script PerlHandler RT::Mason ErrorLog logs/ssl_error_log TransferLog logs/ssl_access_log LogLevel warn SSLRequireSSL SSLEngine on SSLProtocol all -SSLv2 SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW SSLCACertificateFile /etc/sslcertificate/devwww_cs_sunysb_edu_interm.cer SSLCertificateFile /etc/sslcertificate/devwww_cs_sunysb_edu_cert.cer SSLCertificateKeyFile /etc/sslcertificate/devwww.cs.sunysb.edu.key Thanks much. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue Apr 10 09:26:02 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 10 Apr 2012 17:26:02 +0400 Subject: [rt-users] PerlRequire /data/rt3/bin/webmux.pl In-Reply-To: References: Message-ID: there should be more errors. what you pasted is too late to understand where the real problem is. On Tue, Apr 10, 2012 at 17:13, testwreq wreq wrote: > > ?I upgraded centos from 5.5 to 5.8?. I am unable to start the http server. > The error in the logs is > "use" not allowed in expression at /data/rt3/bin/webmux.pl line 49, at end > of line\nsyntax error at /data/rt3/bin/webmux.pl line 49, near "use > strict"\nBEGIN not safe after errors--compilation aborted at > /data/rt3/bin/webmux.pl line 58.\nCompilation failed in require at (eval 7) > line 1 > > If the comment the PerlRequire line in my conf file, I can start the httpd > server. Any ideas how to fix this? > > ? > ?????? ServerName devrt.cs.stonybrook.edu > ?????? DocumentRoot /data/rt3/share/html > ?????? AddDefaultCharset UTF-8 > ?????? PerlModule Apache::DBI > ?????? PerlRequire /data/rt3/bin/webmux.pl > > ??????? > ??????????????? SetHandler perl-script > ??????????????? PerlHandler RT::Mason > ??????? > ?????? ErrorLog logs/ssl_error_log > ?????? TransferLog logs/ssl_access_log > ?????? LogLevel warn > ?????? > ????????? SSLRequireSSL > ?????? > ??????? SSLEngine on > ??????? SSLProtocol all -SSLv2 > ??????? SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW > ??????? SSLCACertificateFile > /etc/sslcertificate/devwww_cs_sunysb_edu_interm.cer > ??????? SSLCertificateFile /etc/sslcertificate/devwww_cs_sunysb_edu_cert.cer > ??????? SSLCertificateKeyFile /etc/sslcertificate/devwww.cs.sunysb.edu.key > > > Thanks much. -- Best regards, Ruslan. From testwreq at gmail.com Tue Apr 10 09:38:46 2012 From: testwreq at gmail.com (testwreq wreq) Date: Tue, 10 Apr 2012 09:38:46 -0400 Subject: [rt-users] PerlRequire /data/rt3/bin/webmux.pl In-Reply-To: References: Message-ID: Unfortunately, this is the only error in the apache logs: [Tue Apr 10 09:07:10 2012] [error] "use" not allowed in expression at /data/rt3/bin/webmux.pl line 49, at end of line\nsyntax error at /data/rt3/bin/webmux.pl line 49, near "use strict"\nBEGIN not safe after errors--compilation aborted at /data/rt3/bin/webmux.pl line 58.\nCompilation failed in require at (eval 7) line 1.\n I am able to start apache if I comment PerlRequire /data/rt3/bin/webmux.pl in the apache conf files. On Tue, Apr 10, 2012 at 9:26 AM, Ruslan Zakirov wrote: > there should be more errors. what you pasted is too late to understand > where the real problem is. > > On Tue, Apr 10, 2012 at 17:13, testwreq wreq wrote: > > > > I upgraded centos from 5.5 to 5.8 . I am unable to start the http > server. > > The error in the logs is > > "use" not allowed in expression at /data/rt3/bin/webmux.pl line 49, at > end > > of line\nsyntax error at /data/rt3/bin/webmux.pl line 49, near "use > > strict"\nBEGIN not safe after errors--compilation aborted at > > /data/rt3/bin/webmux.pl line 58.\nCompilation failed in require at > (eval 7) > > line 1 > > > > If the comment the PerlRequire line in my conf file, I can start the > httpd > > server. Any ideas how to fix this? > > > > > > ServerName devrt.cs.stonybrook.edu > > DocumentRoot /data/rt3/share/html > > AddDefaultCharset UTF-8 > > PerlModule Apache::DBI > > PerlRequire /data/rt3/bin/webmux.pl > > > > > > SetHandler perl-script > > PerlHandler RT::Mason > > > > ErrorLog logs/ssl_error_log > > TransferLog logs/ssl_access_log > > LogLevel warn > > > > SSLRequireSSL > > > > SSLEngine on > > SSLProtocol all -SSLv2 > > SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW > > SSLCACertificateFile > > /etc/sslcertificate/devwww_cs_sunysb_edu_interm.cer > > SSLCertificateFile > /etc/sslcertificate/devwww_cs_sunysb_edu_cert.cer > > SSLCertificateKeyFile > /etc/sslcertificate/devwww.cs.sunysb.edu.key > > > > > > Thanks much. > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bertignac at gmail.com Tue Apr 10 10:07:48 2012 From: bertignac at gmail.com (L B) Date: Tue, 10 Apr 2012 16:07:48 +0200 Subject: [rt-users] RT 4.0.5 and IE8 very slow with the new menu Message-ID: Hi, RT 3.8 works well on Firefox/Chrome/IE8 . RT 4.0.5 works well on firefox/chrome but is very slow on IE8. Based on my first tests, it's due to the menu bar present in web2 and aileron themes. RT4/IE8 works correctly with ballard theme (which hasn't this menu bar). Has someone already experienced this? Any idea where I can find (and fix) the root cause? Thanks, -- L.B. From ruz at bestpractical.com Tue Apr 10 10:24:44 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 10 Apr 2012 18:24:44 +0400 Subject: [rt-users] PerlRequire /data/rt3/bin/webmux.pl In-Reply-To: References: Message-ID: Can you show what is in webmux.pl up to line 55? On Tue, Apr 10, 2012 at 17:38, testwreq wreq wrote: > Unfortunately, this is the only error in the apache logs: > > [Tue Apr 10 09:07:10 2012] [error] "use" not allowed in expression at > /data/rt3/bin/webmux.pl line 49, at end of line\nsyntax error at > /data/rt3/bin/webmux.pl line 49, near "use strict"\nBEGIN not safe after > errors--compilation aborted at /data/rt3/bin/webmux.pl line 58.\nCompilation > failed in require at (eval 7) line 1.\n > > I am able to start apache if?I comment PerlRequire > /data/rt3/bin/webmux.pl?in the apache conf files. > > > > On Tue, Apr 10, 2012 at 9:26 AM, Ruslan Zakirov > wrote: >> >> there should be more errors. what you pasted is too late to understand >> where the real problem is. >> >> On Tue, Apr 10, 2012 at 17:13, testwreq wreq wrote: >> > >> > ?I upgraded centos from 5.5 to 5.8?. I am unable to start the http >> > server. >> > The error in the logs is >> > "use" not allowed in expression at /data/rt3/bin/webmux.pl line 49, at >> > end >> > of line\nsyntax error at /data/rt3/bin/webmux.pl line 49, near "use >> > strict"\nBEGIN not safe after errors--compilation aborted at >> > /data/rt3/bin/webmux.pl line 58.\nCompilation failed in require at (eval >> > 7) >> > line 1 >> > >> > If the comment the PerlRequire line in my conf file, I can start the >> > httpd >> > server. Any ideas how to fix this? >> > >> > ? >> > ?????? ServerName devrt.cs.stonybrook.edu >> > ?????? DocumentRoot /data/rt3/share/html >> > ?????? AddDefaultCharset UTF-8 >> > ?????? PerlModule Apache::DBI >> > ?????? PerlRequire /data/rt3/bin/webmux.pl >> > >> > ??????? >> > ??????????????? SetHandler perl-script >> > ??????????????? PerlHandler RT::Mason >> > ??????? >> > ?????? ErrorLog logs/ssl_error_log >> > ?????? TransferLog logs/ssl_access_log >> > ?????? LogLevel warn >> > ?????? >> > ????????? SSLRequireSSL >> > ?????? >> > ??????? SSLEngine on >> > ??????? SSLProtocol all -SSLv2 >> > ??????? SSLCipherSuite >> > ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW >> > ??????? SSLCACertificateFile >> > /etc/sslcertificate/devwww_cs_sunysb_edu_interm.cer >> > ??????? SSLCertificateFile >> > /etc/sslcertificate/devwww_cs_sunysb_edu_cert.cer >> > ??????? SSLCertificateKeyFile >> > /etc/sslcertificate/devwww.cs.sunysb.edu.key >> > >> > >> > Thanks much. >> >> >> >> -- >> Best regards, Ruslan. > > -- Best regards, Ruslan. From tjrc at sanger.ac.uk Tue Apr 10 10:33:04 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Tue, 10 Apr 2012 15:33:04 +0100 Subject: [rt-users] RT 4.0.5 and IE8 very slow with the new menu In-Reply-To: References: Message-ID: <69BA179E-EE7B-4281-95FA-109B16B43FF3@sanger.ac.uk> On 10 Apr 2012, at 15:07, L B wrote: > Hi, > > RT 3.8 works well on Firefox/Chrome/IE8 . RT 4.0.5 works well on > firefox/chrome but is very slow on IE8. Based on my first tests, it's > due to the menu bar present in web2 and aileron themes. RT4/IE8 works > correctly with ballard theme (which hasn't this menu bar). > > Has someone already experienced this? Any idea where I can find (and > fix) the root cause? Yes. http://issues.bestpractical.com/Ticket/Display.html?id=17896 Workaround for the problem is recorded in that ticket. 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 bertignac at gmail.com Tue Apr 10 10:47:55 2012 From: bertignac at gmail.com (L B) Date: Tue, 10 Apr 2012 16:47:55 +0200 Subject: [rt-users] RT 4.0.5 and IE8 very slow with the new menu In-Reply-To: <69BA179E-EE7B-4281-95FA-109B16B43FF3@sanger.ac.uk> References: <69BA179E-EE7B-4281-95FA-109B16B43FF3@sanger.ac.uk> Message-ID: Hi Tim, Thanks. Unfortunately, the fix described in the ticket doesn't work (I did flush my cache and removed mason data). I hope the new version (4.0.6 ?) without PIE.htc will be released soon, our migration from RT 3.8 is waiting for this :-/ -- L.B. From testwreq at gmail.com Tue Apr 10 11:02:55 2012 From: testwreq at gmail.com (testwreq wreq) Date: Tue, 10 Apr 2012 11:02:55 -0400 Subject: [rt-users] PerlRequire /data/rt3/bin/webmux.pl In-Reply-To: References: Message-ID: Ruslan, Thanks. While I was sending you the script, I found out that I had an extra # before the perl path. removing that fixed the apache error. I am able to start the apache server. However, RT still does not work. When I try to access the RT application via the browser, it gives me a warning.. It is trying to open a file and it seems like that it cannot find the correct mime type of open the file, https://devrt.cs.sunysb.edu On Tue, Apr 10, 2012 at 10:24 AM, Ruslan Zakirov wrote: > Can you show what is in webmux.pl up to line 55? > > On Tue, Apr 10, 2012 at 17:38, testwreq wreq wrote: > > Unfortunately, this is the only error in the apache logs: > > > > [Tue Apr 10 09:07:10 2012] [error] "use" not allowed in expression at > > /data/rt3/bin/webmux.pl line 49, at end of line\nsyntax error at > > /data/rt3/bin/webmux.pl line 49, near "use strict"\nBEGIN not safe after > > errors--compilation aborted at /data/rt3/bin/webmux.pl line > 58.\nCompilation > > failed in require at (eval 7) line 1.\n > > > > I am able to start apache if I comment PerlRequire > > /data/rt3/bin/webmux.pl in the apache conf files. > > > > > > > > On Tue, Apr 10, 2012 at 9:26 AM, Ruslan Zakirov > > wrote: > >> > >> there should be more errors. what you pasted is too late to understand > >> where the real problem is. > >> > >> On Tue, Apr 10, 2012 at 17:13, testwreq wreq > wrote: > >> > > >> > I upgraded centos from 5.5 to 5.8 . I am unable to start the http > >> > server. > >> > The error in the logs is > >> > "use" not allowed in expression at /data/rt3/bin/webmux.pl line 49, > at > >> > end > >> > of line\nsyntax error at /data/rt3/bin/webmux.pl line 49, near "use > >> > strict"\nBEGIN not safe after errors--compilation aborted at > >> > /data/rt3/bin/webmux.pl line 58.\nCompilation failed in require at > (eval > >> > 7) > >> > line 1 > >> > > >> > If the comment the PerlRequire line in my conf file, I can start the > >> > httpd > >> > server. Any ideas how to fix this? > >> > > >> > > >> > ServerName devrt.cs.stonybrook.edu > >> > DocumentRoot /data/rt3/share/html > >> > AddDefaultCharset UTF-8 > >> > PerlModule Apache::DBI > >> > PerlRequire /data/rt3/bin/webmux.pl > >> > > >> > > >> > SetHandler perl-script > >> > PerlHandler RT::Mason > >> > > >> > ErrorLog logs/ssl_error_log > >> > TransferLog logs/ssl_access_log > >> > LogLevel warn > >> > > >> > SSLRequireSSL > >> > > >> > SSLEngine on > >> > SSLProtocol all -SSLv2 > >> > SSLCipherSuite > >> > ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW > >> > SSLCACertificateFile > >> > /etc/sslcertificate/devwww_cs_sunysb_edu_interm.cer > >> > SSLCertificateFile > >> > /etc/sslcertificate/devwww_cs_sunysb_edu_cert.cer > >> > SSLCertificateKeyFile > >> > /etc/sslcertificate/devwww.cs.sunysb.edu.key > >> > > >> > > >> > Thanks much. > >> > >> > >> > >> -- > >> Best regards, Ruslan. > > > > > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From testwreq at gmail.com Tue Apr 10 11:05:01 2012 From: testwreq at gmail.com (testwreq wreq) Date: Tue, 10 Apr 2012 11:05:01 -0400 Subject: [rt-users] PerlRequire /data/rt3/bin/webmux.pl In-Reply-To: References: Message-ID: It is https://devrt.cs.stonybrook.edu On Tue, Apr 10, 2012 at 11:02 AM, testwreq wreq wrote: > Ruslan, Thanks. While I was sending you the script, I found out that I had > an extra # before the perl path. removing that fixed the apache error. I am > able to start the apache server. However, RT still does not work. When I > try to access the RT application via the browser, it gives me a warning.. > It is trying to open a file and it seems like that it cannot find the > correct mime type of open the file, > > https://devrt.cs.sunysb.edu > > > > > On Tue, Apr 10, 2012 at 10:24 AM, Ruslan Zakirov wrote: > >> Can you show what is in webmux.pl up to line 55? >> >> On Tue, Apr 10, 2012 at 17:38, testwreq wreq wrote: >> > Unfortunately, this is the only error in the apache logs: >> > >> > [Tue Apr 10 09:07:10 2012] [error] "use" not allowed in expression at >> > /data/rt3/bin/webmux.pl line 49, at end of line\nsyntax error at >> > /data/rt3/bin/webmux.pl line 49, near "use strict"\nBEGIN not safe >> after >> > errors--compilation aborted at /data/rt3/bin/webmux.pl line >> 58.\nCompilation >> > failed in require at (eval 7) line 1.\n >> > >> > I am able to start apache if I comment PerlRequire >> > /data/rt3/bin/webmux.pl in the apache conf files. >> > >> > >> > >> > On Tue, Apr 10, 2012 at 9:26 AM, Ruslan Zakirov >> > wrote: >> >> >> >> there should be more errors. what you pasted is too late to understand >> >> where the real problem is. >> >> >> >> On Tue, Apr 10, 2012 at 17:13, testwreq wreq >> wrote: >> >> > >> >> > I upgraded centos from 5.5 to 5.8 . I am unable to start the http >> >> > server. >> >> > The error in the logs is >> >> > "use" not allowed in expression at /data/rt3/bin/webmux.pl line 49, >> at >> >> > end >> >> > of line\nsyntax error at /data/rt3/bin/webmux.pl line 49, near "use >> >> > strict"\nBEGIN not safe after errors--compilation aborted at >> >> > /data/rt3/bin/webmux.pl line 58.\nCompilation failed in require at >> (eval >> >> > 7) >> >> > line 1 >> >> > >> >> > If the comment the PerlRequire line in my conf file, I can start the >> >> > httpd >> >> > server. Any ideas how to fix this? >> >> > >> >> > >> >> > ServerName devrt.cs.stonybrook.edu >> >> > DocumentRoot /data/rt3/share/html >> >> > AddDefaultCharset UTF-8 >> >> > PerlModule Apache::DBI >> >> > PerlRequire /data/rt3/bin/webmux.pl >> >> > >> >> > >> >> > SetHandler perl-script >> >> > PerlHandler RT::Mason >> >> > >> >> > ErrorLog logs/ssl_error_log >> >> > TransferLog logs/ssl_access_log >> >> > LogLevel warn >> >> > >> >> > SSLRequireSSL >> >> > >> >> > SSLEngine on >> >> > SSLProtocol all -SSLv2 >> >> > SSLCipherSuite >> >> > ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW >> >> > SSLCACertificateFile >> >> > /etc/sslcertificate/devwww_cs_sunysb_edu_interm.cer >> >> > SSLCertificateFile >> >> > /etc/sslcertificate/devwww_cs_sunysb_edu_cert.cer >> >> > SSLCertificateKeyFile >> >> > /etc/sslcertificate/devwww.cs.sunysb.edu.key >> >> > >> >> > >> >> > Thanks much. >> >> >> >> >> >> >> >> -- >> >> Best regards, Ruslan. >> > >> > >> >> >> >> -- >> Best regards, Ruslan. >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Apr 10 11:14:43 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 10 Apr 2012 11:14:43 -0400 Subject: [rt-users] RT 4.0.5 and IE8 very slow with the new menu In-Reply-To: References: <69BA179E-EE7B-4281-95FA-109B16B43FF3@sanger.ac.uk> Message-ID: <20120410151443.GK8185@jibsheet.com> On Tue, Apr 10, 2012 at 04:47:55PM +0200, L B wrote: > Thanks. Unfortunately, the fix described in the ticket doesn't work (I > did flush my cache and removed mason data). > > I hope the new version (4.0.6 ?) without PIE.htc will be released > soon, our migration from RT 3.8 is waiting for this :-/ If manually removing PIE.htc as described in the ticket doesn't fix your issue, I'm not sure that the next release will fix it, since the branch doesn't do much beyond that 4.0/remove-css3pie I'd do some digging and make sure you fully removed it and don't see it being served to IE8 anymore. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From tjrc at sanger.ac.uk Tue Apr 10 11:20:22 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Tue, 10 Apr 2012 16:20:22 +0100 Subject: [rt-users] RT 4.0.5 and IE8 very slow with the new menu In-Reply-To: References: <69BA179E-EE7B-4281-95FA-109B16B43FF3@sanger.ac.uk> Message-ID: On 10 Apr 2012, at 15:47, L B wrote: > Hi Tim, > > Thanks. Unfortunately, the fix described in the ticket doesn't work (I > did flush my cache and removed mason data). > > I hope the new version (4.0.6 ?) without PIE.htc will be released > soon, our migration from RT 3.8 is waiting for this :-/ It certainly worked for us... As Kevin says, check that you really have removed it and don't have some extraneous cache layer somewhere still keeping hold of it. 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 bertignac at gmail.com Tue Apr 10 11:27:47 2012 From: bertignac at gmail.com (L B) Date: Tue, 10 Apr 2012 17:27:47 +0200 Subject: [rt-users] RT 4.0.5 and IE8 very slow with the new menu In-Reply-To: <20120410151443.GK8185@jibsheet.com> References: <69BA179E-EE7B-4281-95FA-109B16B43FF3@sanger.ac.uk> <20120410151443.GK8185@jibsheet.com> Message-ID: I don't know if it's related to PIE.htc, but there are also annoying bugs with IE, see attached. -- L.B. -------------- next part -------------- A non-text attachment was scrubbed... Name: piehtc.png Type: image/png Size: 7218 bytes Desc: not available URL: From ptomblin at xcski.com Tue Apr 10 11:29:20 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Tue, 10 Apr 2012 11:29:20 -0400 Subject: [rt-users] CustomFields in Scrip In-Reply-To: References: Message-ID: On Mon, Apr 9, 2012 at 3:35 PM, Paul Tomblin wrote: > I have a ScripAction that activates when a ticket is resovled. If I set a > custom field and resolve the ticket on the web site ( > http://localhost:8080/Ticket/Modify.html?id=1), I'm trying to pull out > the new custom field value in the Scrip using > > # Find the custom field "myCustom" > my $myCustom = $ticket->FirstCustomFieldValue("myCustom"); > $RT::Logger->debug("custom field = ". $myCustom); > > but it never gets the value. Is there somewhere else I need to look for > that custom field? Is it in the TransactionObj instead? Am I going to > have to use TransactionBatch for this? > > If anybody cares about this, yes, I had to use TransactionBatch. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From pedroalb at gmail.com Tue Apr 10 12:03:09 2012 From: pedroalb at gmail.com (Pedro Albuquerque) Date: Tue, 10 Apr 2012 17:03:09 +0100 Subject: [rt-users] mysql to oracle migration Message-ID: Hi, I am trying to migrate mysql to oracle to have full text search. I updated successfully a RT 3.6.10 to RT 4.0.5 using mysql. However, when I migrate data and objects to oracle using sql developer, there is some issues in the attachments encoding, for instance. Does anyone has migrated from mysql to oracle? Cheers, Pedro. -------------- next part -------------- An HTML attachment was scrubbed... URL: From sabujp at gmail.com Tue Apr 10 12:06:37 2012 From: sabujp at gmail.com (Sabuj Pattanayek) Date: Tue, 10 Apr 2012 11:06:37 -0500 Subject: [rt-users] mysql to oracle migration In-Reply-To: References: Message-ID: Looks like it's also supported with pgsql : http://blog.bestpractical.com/2011/06/full-text-searching.html if that's an option for you ... On Tue, Apr 10, 2012 at 11:03 AM, Pedro Albuquerque wrote: > Hi, > > I am trying to migrate mysql to oracle to have full text search. > I updated successfully a RT 3.6.10 to RT 4.0.5 using mysql. However, when I > migrate data and objects to oracle using sql developer, there is some issues > in the attachments encoding, for instance. > > Does anyone has migrated from mysql to oracle? > > Cheers, > Pedro. From sabujp at gmail.com Tue Apr 10 12:08:42 2012 From: sabujp at gmail.com (Sabuj Pattanayek) Date: Tue, 10 Apr 2012 11:08:42 -0500 Subject: [rt-users] mysql to oracle migration In-Reply-To: References: Message-ID: see this thread http://www.gossamer-threads.com/lists/rt/users/103305?do=post_view_threaded#103305 On Tue, Apr 10, 2012 at 11:06 AM, Sabuj Pattanayek wrote: > Looks like it's also supported with pgsql : > > http://blog.bestpractical.com/2011/06/full-text-searching.html > > if that's an option for you ... > > On Tue, Apr 10, 2012 at 11:03 AM, Pedro Albuquerque wrote: >> Hi, >> >> I am trying to migrate mysql to oracle to have full text search. >> I updated successfully a RT 3.6.10 to RT 4.0.5 using mysql. However, when I >> migrate data and objects to oracle using sql developer, there is some issues >> in the attachments encoding, for instance. >> >> Does anyone has migrated from mysql to oracle? >> >> Cheers, >> Pedro. From ruz at bestpractical.com Tue Apr 10 12:12:40 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 10 Apr 2012 20:12:40 +0400 Subject: [rt-users] CustomFields in Scrip In-Reply-To: References: Message-ID: On Tue, Apr 10, 2012 at 19:29, Paul Tomblin wrote: > > > On Mon, Apr 9, 2012 at 3:35 PM, Paul Tomblin wrote: >> >> I have a ScripAction that activates when a ticket is resovled. ?If I set a >> custom field and resolve the ticket on the web site >> (http://localhost:8080/Ticket/Modify.html?id=1), I'm trying to pull out the >> new custom field value in the Scrip using >> >> # Find the custom field "myCustom" >> my $myCustom = ?$ticket->FirstCustomFieldValue("myCustom"); >> $RT::Logger->debug("custom field = ". $myCustom); >> >> but it never gets the value. ?Is there somewhere else I need to look for >> that custom field? ?Is it in the TransactionObj instead? ?Am I going to have >> to use TransactionBatch for this? >> > If anybody cares about this, yes, I had to use TransactionBatch. Status is set before custom field. Transaction batch delays scrip execution to the point where both changes are seen on the ticket. > -- > http://www.linkedin.com/in/paultomblin > http://careers.stackoverflow.com/ptomblin > -- Best regards, Ruslan. From ruz at bestpractical.com Tue Apr 10 12:15:04 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 10 Apr 2012 20:15:04 +0400 Subject: [rt-users] RT 4.0.5 and IE8 very slow with the new menu In-Reply-To: References: <69BA179E-EE7B-4281-95FA-109B16B43FF3@sanger.ac.uk> <20120410151443.GK8185@jibsheet.com> Message-ID: On Tue, Apr 10, 2012 at 19:27, L B wrote: > I don't know if it's related to PIE.htc, but there are also annoying > bugs with IE, see attached. This has been fixed in 4.0/ticket-history-alignment-fix-for-opera-and-ie7 branch. -- Best regards, Ruslan. From ktm at rice.edu Tue Apr 10 12:06:11 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 10 Apr 2012 11:06:11 -0500 Subject: [rt-users] mysql to oracle migration In-Reply-To: References: Message-ID: <20120410160611.GQ24468@aart.rice.edu> On Tue, Apr 10, 2012 at 05:03:09PM +0100, Pedro Albuquerque wrote: > Hi, > > I am trying to migrate mysql to oracle to have full text search. > I updated successfully a RT 3.6.10 to RT 4.0.5 using mysql. However, when I > migrate data and objects to oracle using sql developer, there is some > issues in the attachments encoding, for instance. > > Does anyone has migrated from mysql to oracle? > > Cheers, > Pedro. You may want to take a look at some of the MySQL->PostgreSQL scripts to see how they handle attachments. I believe that Oracle would be very similar. Regards, Ken From ptomblin at xcski.com Tue Apr 10 12:17:47 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Tue, 10 Apr 2012 12:17:47 -0400 Subject: [rt-users] CustomFields in Scrip In-Reply-To: References: Message-ID: On Tue, Apr 10, 2012 at 12:12 PM, Ruslan Zakirov wrote: > >> # Find the custom field "myCustom" > >> my $myCustom = $ticket->FirstCustomFieldValue("myCustom"); > >> $RT::Logger->debug("custom field = ". $myCustom); > >> > >> but it never gets the value. Is there somewhere else I need to look for > >> that custom field? Is it in the TransactionObj instead? Am I going to > have > >> to use TransactionBatch for this? > >> > > If anybody cares about this, yes, I had to use TransactionBatch. > > Status is set before custom field. Transaction batch delays scrip > execution to the point where both changes are seen on the ticket. What surprised me about this is that I didn't have to change the RT::Condition or the RT::Action subclasses I used, I only had to enable TransactionBatch in the config, and in initialdata (for this testing phase, I clean the database and do another make initdb each time) add "Stage => 'TransactionBatch'" to the @Scrips definition. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.pestana at linguamatics.com Tue Apr 10 12:23:38 2012 From: scott.pestana at linguamatics.com (Scott Pestana) Date: Tue, 10 Apr 2012 12:23:38 -0400 Subject: [rt-users] RT Extension LDAPImport Using LDAPS? In-Reply-To: <4F834D59.20101@bestpractical.com> References: <4F8329AB.2020204@linguamatics.com> <20120409191033.GJ8185@jibsheet.com> <4F834B81.6000803@linguamatics.com> <4F834D59.20101@bestpractical.com> Message-ID: <4F845E8A.1000802@linguamatics.com> Thomas, Here is the RT-Authen-ExternalAuth. As you can see, some of this information is re-used for multiple RT Extensions. Is there an PERL/RT approved way of creating variables that can be passed to these Set() statements? Is it as simple as declaring the variables and passing them into the Set() statements like in a normal script? Set($WebExternalAuth, 1); Set($WebExternalAuto, 1); Set($AutoCreate, {Privileged=>1}); Set($ExternalAuthPriority, ['Lingua_LDAP']); Set($ExternalInfoPriority, ['Lingua_LDAP']); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 1); Set($ExternalSettings, { 'Lingua_LDAP' => { 'type' => 'ldap', 'server' => 'OURLDAPS.linguamatics.com', 'port' => '636', 'ca_path' => '/etc/openldap/cacerts/', 'user' => 'uid=OURSYSTEMACCOUNT,dc=linguamatics,dc=com', 'pass' => 'OURSYSTEMACCOUNTPW', 'base' => 'ou=OURUSERTREE,dc=linguamatics,dc=com', 'filter' => '(|(objectClass=posixAccount)(objectClass=account))', 'tls' => 0, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'EmailAddress', 'ExternalAuthId' ], 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'ExternalAuthId' => 'uid', 'Gecos' => 'gecos' } } }); I'm surprised that our LDAP server is throwing critical errors, because I believe that the information has been set up properly. Having a "Disabled: , " is a bit confusing, but if that's valid as designed ok. I'm not having trouble finding the users in the web view, I'm having trouble with the web view at all. But this is an internal reverse proxy issue, not related to RT. Interrogating the SQL tables RT creates shows the users with all the fields I wanted to check, but I don't see a quick way to tell from the SQL data whether a user is Privileged or not. If you want to pass me a clue I'd like to have that crib note for when looking at the raw SQL data. Otherwise I can wait until I get our internal issue cleared out. -Scott On 4/9/2012 4:58 PM, Thomas Sibley wrote: > On 04/09/2012 04:50 PM, Scott Pestana wrote: >> [Mon Apr 9 19:51:49 2012] [critical]: >> RT::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo : Search for >> (&(|(objectClass=posixAccount)(objectClass=account))(mail=USEREMAIL at linguamatics.com)) >> failed: LDAP_NO_SUCH_OBJECT 32 >> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:232) >> >> [Mon Apr 9 19:51:49 2012] [critical]: >> RT::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo : Search for >> (&(|(objectClass=posixAccount)(objectClass=account))(uid=USERID)) >> failed: LDAP_NO_SUCH_OBJECT 32 >> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:232) > You'll note these errors are from RT-Authen-ExternalAuth, not > RT-Extension-LDAPImport. Please show us the config for ExternalAuth. > >> For each user we get the above two "critical" errors, and the below >> "info" message (which I don't mind aside from the "Disabled" part): > Those critical errors are passed along from your LDAP server. > >> [Mon Apr 9 19:51:49 2012] [info]: >> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , >> EmailAddress: USEREMAIL at linguamatics.com, ExternalAuthId: USERID, Gecos: >> USERFULLNAME, Name: USERID, Privileged: 1, RealName: USERFULLNAME >> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:651) > This is just an informational message. Disabled: is blank, so that's fine. > >> When I inspected the MySQL tables that were created, I found that >> all the users appeared to be created as I wanted. I am having trouble >> with the Web view at the moment, so I need to verify them through that >> view as well. > This is probably because you're only looking at privileged users in the > admin interface and LDAPImport creates unprivileged users. You can > search for them using the form on the admin page. > > Thomas > -- N. Scott Pestana IT Infrastructure Linguamatics 275 Grove Street, Suite 2-400 Newton, MA 02466 Tel: +1-774-571-7135 US Tel: +1-617-674-3256 UK Tel: 011-44-1223-421360 UK Fax: 011-44-1223-421361 Web: www.linguamatics.com From ruz at bestpractical.com Tue Apr 10 12:34:35 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 10 Apr 2012 20:34:35 +0400 Subject: [rt-users] CustomFields in Scrip In-Reply-To: References: Message-ID: On Tue, Apr 10, 2012 at 20:17, Paul Tomblin wrote: > On Tue, Apr 10, 2012 at 12:12 PM, Ruslan Zakirov > wrote: >> >> >> # Find the custom field "myCustom" >> >> my $myCustom = ?$ticket->FirstCustomFieldValue("myCustom"); >> >> $RT::Logger->debug("custom field = ". $myCustom); >> >> >> >> but it never gets the value. ?Is there somewhere else I need to look >> >> for >> >> that custom field? ?Is it in the TransactionObj instead? ?Am I going to >> >> have >> >> to use TransactionBatch for this? >> >> >> > If anybody cares about this, yes, I had to use TransactionBatch. >> >> Status is set before custom field. Transaction batch delays scrip >> execution to the point where both changes are seen on the ticket. > > > What surprised me about this is that I didn't have to change the > RT::Condition or the RT::Action subclasses I used, I only had to enable > TransactionBatch in the config, and in initialdata (for this testing phase, > I clean the database and do another make initdb each time) add "Stage => > 'TransactionBatch'" to the @Scrips definition. Yes, switch to batch stage is transparent in most cases. Scrips that work in TransactionCreate stage in most cases work in batch stage without any changes, but reverse switch may be harder or impossible as batch stage provides additional ways to get information about the situation. > -- > http://www.linkedin.com/in/paultomblin > http://careers.stackoverflow.com/ptomblin > -- Best regards, Ruslan. From jlaroff at gmail.com Tue Apr 10 15:28:17 2012 From: jlaroff at gmail.com (Joshua Laroff) Date: Tue, 10 Apr 2012 15:28:17 -0400 Subject: [rt-users] Summary of time worked by user Message-ID: Hello, On ticket resolution we use a template that returns a summary of the ticket. In this template we display the total time worked. Is there any way I can get the total time worked by user to also be displayed? What is the best way to grab this data? Thanks JL From arnon at easydns.com Tue Apr 10 16:43:59 2012 From: arnon at easydns.com (Arnon Clark) Date: Tue, 10 Apr 2012 16:43:59 -0400 Subject: [rt-users] Problem with XML::Parser Message-ID: <4F849B8F.50900@easydns.com> I've got a Centos 5.8 machine with Perl 14.2 running on it, and I'm having the devil's own time getting XML::Parser installed. CPAN returns errors regarding expat when I try and make manually through it. I can respond with the detailed error messages, but I was wondering if anyone had run into this yet. I didn't find anything on Gossamer. I know there's an issue with Expat for Centos, but I installed via the RPM and I thought I had itr good, though I seem to be incorrect. Let me know what specifics you want in terms of system config and I'll provide. Regards Arnon From ruz at bestpractical.com Tue Apr 10 17:29:12 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 11 Apr 2012 01:29:12 +0400 Subject: [rt-users] Problem with XML::Parser In-Reply-To: <4F849B8F.50900@easydns.com> References: <4F849B8F.50900@easydns.com> Message-ID: Hi, If you install some perl module that needs a binary library like expat then you usually have to install -devel package like expat-devel. On Wed, Apr 11, 2012 at 00:43, Arnon Clark wrote: > I've got a Centos 5.8 machine with Perl 14.2 running on it, and I'm having > the devil's own time getting XML::Parser installed. > > CPAN returns errors regarding expat when I try and make manually through it. > I can respond with the detailed error messages, but I was wondering if > anyone had run into this yet. I didn't find anything on Gossamer. I know > there's an issue with Expat for Centos, but I installed via the RPM and I > thought I had itr good, though I seem to be incorrect. > > Let me know what specifics you want in terms of system config and I'll > provide. > > Regards > > Arnon -- Best regards, Ruslan. From luong.d.bui at gmail.com Tue Apr 10 23:17:50 2012 From: luong.d.bui at gmail.com (Luong Bui Duc) Date: Wed, 11 Apr 2012 10:17:50 +0700 Subject: [rt-users] Editing /opt/rt4/share/html/Ticket/Elements/ShowTransactionAttachments to show HTML in display ticket body breaks RT interface. Message-ID: Hi, I'm trying to set RT so it shows the HTML tables/hyperlinks directly in Display ticket page. My RT_SiteConfig.pm includes PreferRichText & TrustHTMLAttachments 1, but that only seems to work when user downloads ticket as attachment. I edited some code in this file: /opt/rt4/share/html/Ticket/Elements/ShowTransactionAttachments uncommented these 2 lines: Line 209: #$content = $m->comp( '/Elements/ScrubHTML', Content => $content ); Line 230: #$content = $m->comp( '/Elements/ScrubHTML', Content => $content ); This seems to do the trick, but interface of RT has changed too, now buttons are underlined and labels are in blue color as hyperlinks. Please let me know what is the proper way to achieve this without breaking RT? -- Thanks a lot, ~L -------------- next part -------------- An HTML attachment was scrubbed... URL: From bertignac at gmail.com Wed Apr 11 04:07:45 2012 From: bertignac at gmail.com (L B) Date: Wed, 11 Apr 2012 10:07:45 +0200 Subject: [rt-users] RT 4.0.5 and IE8 very slow with the new menu In-Reply-To: References: <69BA179E-EE7B-4281-95FA-109B16B43FF3@sanger.ac.uk> <20120410151443.GK8185@jibsheet.com> Message-ID: On Tue, Apr 10, 2012 at 6:15 PM, Ruslan Zakirov wrote: > On Tue, Apr 10, 2012 at 19:27, L B wrote: >> I don't know if it's related to PIE.htc, but there are also annoying >> bugs with IE, see attached. > > This has been fixed in > 4.0/ticket-history-alignment-fix-for-opera-and-ie7 branch. Ok thanks. Sorry for mixing 2 problems in the same ticket. The alignment is fixed now. I continue my tests with PIE.htc and let you know. -- L.B. From bertignac at gmail.com Wed Apr 11 04:22:45 2012 From: bertignac at gmail.com (L B) Date: Wed, 11 Apr 2012 10:22:45 +0200 Subject: [rt-users] RT 4.0.5 and IE8 very slow with the new menu In-Reply-To: References: <69BA179E-EE7B-4281-95FA-109B16B43FF3@sanger.ac.uk> <20120410151443.GK8185@jibsheet.com> Message-ID: > I continue my tests with PIE.htc and let you know. > I removed the aileron directory and replaced it with the one from github. It's fast know, thanks ! -- L.B. From bertignac at gmail.com Wed Apr 11 04:25:39 2012 From: bertignac at gmail.com (L B) Date: Wed, 11 Apr 2012 10:25:39 +0200 Subject: [rt-users] RT 4 and IE8 : text overlap Message-ID: Hello, I found a bug in the template with IE8, see attached. Not sure if it's known and how to fix it. It works in Chrome. -- L.B. -------------- next part -------------- A non-text attachment was scrubbed... Name: iebug.png Type: image/png Size: 21282 bytes Desc: not available URL: From bertignac at gmail.com Wed Apr 11 04:41:29 2012 From: bertignac at gmail.com (L B) Date: Wed, 11 Apr 2012 10:41:29 +0200 Subject: [rt-users] RT 4.0.5 bug in Excel export Message-ID: Hi, Some HTML stuff is not handled properly, see attachment. It worked well in RT 3.8.7 I don't know if it has been fixed in some branch but I experienced the problem with the last Results.tsv available on github. BR, -- L.B. -------------- next part -------------- A non-text attachment was scrubbed... Name: xlsexport.jpg Type: image/jpeg Size: 62114 bytes Desc: not available URL: From pedroalb at gmail.com Wed Apr 11 04:47:00 2012 From: pedroalb at gmail.com (Pedro Albuquerque) Date: Wed, 11 Apr 2012 09:47:00 +0100 Subject: [rt-users] mysql to oracle migration In-Reply-To: References: Message-ID: Thanks for the info. I will take a look at these scripts and try to use them in Oracle. I'll get back to you with updates. Cheers, Pedro. On Tue, Apr 10, 2012 at 5:08 PM, Sabuj Pattanayek wrote: > see this thread > > http://www.gossamer-threads.com/lists/rt/users/103305?do=post_view_threaded#103305 > > On Tue, Apr 10, 2012 at 11:06 AM, Sabuj Pattanayek > wrote: > > Looks like it's also supported with pgsql : > > > > http://blog.bestpractical.com/2011/06/full-text-searching.html > > > > if that's an option for you ... > > > > On Tue, Apr 10, 2012 at 11:03 AM, Pedro Albuquerque > wrote: > >> Hi, > >> > >> I am trying to migrate mysql to oracle to have full text search. > >> I updated successfully a RT 3.6.10 to RT 4.0.5 using mysql. However, > when I > >> migrate data and objects to oracle using sql developer, there is some > issues > >> in the attachments encoding, for instance. > >> > >> Does anyone has migrated from mysql to oracle? > >> > >> Cheers, > >> Pedro. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjrc at sanger.ac.uk Wed Apr 11 05:02:41 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Wed, 11 Apr 2012 10:02:41 +0100 Subject: [rt-users] RT 4.0.5 bug in Excel export In-Reply-To: References: Message-ID: <5CCC8624-7C1D-4E88-BDDC-C242C4CFAAF5@sanger.ac.uk> On 11 Apr 2012, at 09:41, L B wrote: > Hi, > > Some HTML stuff is not handled properly, see attachment. It worked > well in RT 3.8.7 > > I don't know if it has been fixed in some branch but I experienced > the problem with the last Results.tsv available on github. I saw a similar thing when using Status with a CustomStatus callback which colours my statuses (as in the example in the Wiki). The problem in that case was that the callback was being called *after* the Excel export does its ScrubHTML bit, so HTML gets through. I had to alter my callback so that it checked if the request for a Results page. This looks like a similar issue. Are you using any callbacks or extensions which change how the priorities are displayed in your web pages? If you are, that's probably the cause. 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 bertignac at gmail.com Wed Apr 11 05:25:56 2012 From: bertignac at gmail.com (L B) Date: Wed, 11 Apr 2012 11:25:56 +0200 Subject: [rt-users] RT 4.0.5 bug in Excel export In-Reply-To: <5CCC8624-7C1D-4E88-BDDC-C242C4CFAAF5@sanger.ac.uk> References: <5CCC8624-7C1D-4E88-BDDC-C242C4CFAAF5@sanger.ac.uk> Message-ID: > > I saw a similar thing when using Status with a CustomStatus callback which colours my statuses (as in the example in the Wiki). > > The problem in that case was that the callback was being called *after* the Excel export does its ScrubHTML bit, so HTML gets through. ?I had to alter my callback so that it checked if the request for a Results page. > > This looks like a similar issue. ?Are you using any callbacks or extensions which change how the priorities are displayed in your web pages? ?If you are, that's probably the cause. Yes, I use http://search.cpan.org/dist/RT-Extension-PriorityAsString/ extension. -- L.B. From cristo at foton.es Wed Apr 11 06:31:59 2012 From: cristo at foton.es (=?ISO-8859-1?Q?Cristo_Bola=F1os_Trujillo?=) Date: Wed, 11 Apr 2012 11:31:59 +0100 Subject: [rt-users] Ldap groups and queues permissions Message-ID: Hello, I'm using request tracker at work (succesfully!!) but got some problems when tried to manage queues permission using groups. I've googled about it, read documentation on wiki, tried request tracker web interface and direct sql database changes taking as example already working queues, but I can't get any success. Scenario: - I create a group on LDAP and request tracker. - I create a user on LDAP and request tracker. - I assign this user to group on LDAP and request tracker. - I assign every role on group to a queue. User can login to request tracker, get limited privileges, but user can't see queue: it doesn't appear on the select next to "New ticket". I tried restarting apache, memcached, closing user web session and restarting, but didn't get any success. ?May be I've missed any step? Any help is very appreciated :) Thanks a lot in advance. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mailinglists at boksa.de Wed Apr 11 07:18:58 2012 From: mailinglists at boksa.de (Benjamin Boksa) Date: Wed, 11 Apr 2012 13:18:58 +0200 Subject: [rt-users] [rt-devel] RT and JasperReports Server Integration (got it working, anyone interested?) In-Reply-To: References: <93C7F249-55C0-44C4-AF91-3435D051462B@boksa.de> <1B021992-73D7-4F8A-96BD-5394E8B5BB15@gmail.com> Message-ID: <01BC166F-F840-4E8F-917E-65797E5B917F@boksa.de> Wow - Thanks a lot for all of your feedback. I will try to setup a (github-)repository and some basic instructions about setting up RT4 and JasperServer on Debian 6 by the end of next week (April 22). At the moment I have to catch up on the backlog created while writing the integration toolkit - yesterday I started working on the backlog by sending out the first actual quarterly invoices created with it :-D In the meantime feel free to send me suggestions, tell me about features you would like to see and use cases to be covered so that I can prepare a proposed roadmap as soon as we start! Also I still don't have a name for the project (my local repository is named jasper-rt which seems very boring) - if you have any cool suggestions please share them :-) @mailinglist admins: Is it OK to use the rt-devel mailinglist for the first basic discussions or should I create a separate mailing list? Thanks a lot for all your answers, I am sure your interest and feedback will help making this a cool tool. Benjamin Am 09.04.2012 um 13:44 schrieb Robert Blackwell: > I agree this would be an excellent addition to RT. Is there a project > repository set up somewhere? I would be interested using this and > helping with the project. > > Robert > > > On Mon, Apr 9, 2012 at 6:51 AM, Cornell D. Green wrote: >> This sounds like an excellent addition to RT, a tool I myself have been working with since nearly its inception. >> >> Not much of a developer myself, I encourage you to consider at least making this available to the RT community, if not actually folding it into the RT code base. >> >> Cornell D. Green >> CIO >> CommunIT Solutions >> Let's get Your Technology to WORK! >> http://CommunIT.us/helpdesk >> >> On Apr 9, 2012, at 6:39 AM, Benjamin Boksa wrote: >> >>> Hi Everyone, >>> >>> RT has been my primary tool to manage Tickets and other Requests since 2001 (RT 2.x) and I am still using it everyday. During the last few years I integrated some billing functions into RT (by using custom fields, workflows etc.). As a natural consequence I have reached the point where I need a function I could not find in RT itself: easily manageable print layouts (aka PDFs ;-) ) that can be custom tailored to fit my client's needs (e.g. grouping by cost unit). >>> >>> After a few days of work I now have a completely working system that allows me to create pretty, printable Reports from RT using JasperReports Server [1]. >>> >>> It uses RT's REST API with customizable (query builder) queries and a simple definition (REST Interface URL, Username and Password) to access ticket data from JasperReports Server. I have done so by creating a custom DataSource [2] and a custom QueryExecuter [3] for JasperReports - all you need to know to prepare your data from RT to be used in a Jasper report are the credentials of your instance's REST Interface and the query builder query you would like to run - you should know all of these if you work with RT regularly ;-) >>> >>> You can then use tools like iReport [4] to design fantastic reporting templates for your RT data including your logo, graphs and many other cool things. >>> >>> As you already might have guessed I think I have found a pretty good solution to integrate RT and JasperReports Server. Now I am standing at the point where I wonder >>> >>> a) If this is interesting to the RT community (found some mails back in 2007)? >>> b) If anyone of you is interested in joining my efforts to improve the solution? >>> c) If there is anything else you would like to know about the solution? >>> d) As a part of the project I have also built a single J2EE component (DAO [5]) to access the RT REST Interface - would you like to see this component to be released independently? >>> >>> I would be glad to get some feedback from you to see if this will be a cool thing for myself or if it makes sense to create a project for the RT community - I have many cool ideas in the back of my head (like direct integration into the RT web interface). >>> >>> Looking forward to your answers and sending curious greetings from Cologne >>> >>> Benjamin >>> >>> >>> P.S.: As this is a very "developerish" topic I hope it is OK to crosspost this mail... >>> >>> >>> [1] http://jasperforge.org/projects/jasperserver >>> [2] http://jasperreports.sourceforge.net/sample.reference/datasource/index.html#customdatasource >>> [3] http://jasperforge.org/uploads/publish/jasperreportswebsite/trunk/sample.reference/hibernate/index.html#queryexecuters >>> [4] http://jasperforge.org/projects/ireport >>> [5] http://java.sun.com/blueprints/corej2eepatterns/Patterns/DataAccessObject.html >>> -------- >>> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel >> >> -------- >> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel > From tjrc at sanger.ac.uk Wed Apr 11 08:35:26 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Wed, 11 Apr 2012 13:35:26 +0100 Subject: [rt-users] RT 4.0.5 bug in Excel export In-Reply-To: References: <5CCC8624-7C1D-4E88-BDDC-C242C4CFAAF5@sanger.ac.uk> Message-ID: On 11 Apr 2012, at 10:25, L B wrote: >> >> I saw a similar thing when using Status with a CustomStatus callback which colours my statuses (as in the example in the Wiki). >> >> The problem in that case was that the callback was being called *after* the Excel export does its ScrubHTML bit, so HTML gets through. I had to alter my callback so that it checked if the request for a Results page. >> >> This looks like a similar issue. Are you using any callbacks or extensions which change how the priorities are displayed in your web pages? If you are, that's probably the cause. > > Yes, I use http://search.cpan.org/dist/RT-Extension-PriorityAsString/ extension. Aha! The issue here is not a bug in RT 4.x at all, but merely a plugin which hasn't been updated for RT 4. What you need to do is modify the callback in that extension (html/Callbacks/PriorityAsString/Elements/RT__Ticket/ColumnMap/Once) so that it doesn't do all that snazzy html when the request is for Results.tsv. Something like this might work [WARNING: Untested code!]: <%ARGS> $COLUMN_MAP => {} <%INIT> my $printer = sub { my ($class, $string) = @_; return '' unless defined $string && length $string; my $request_path = $HTML::Mason::Commands::r->path_info; if ($request_path =~ /Results\.tsv/) { return \"$string"; } my $escaped = $m->interp->apply_escapes($string, 'h'); my $loc_escaped = $m->interp->apply_escapes(loc($string), 'h'); return \( qq{$loc_escaped} ); }; foreach my $field (qw(Priority InitialPriority FinalPriority)) { $COLUMN_MAP->{ $field .'Number' } ||= $COLUMN_MAP->{ $field }; my $class = lc($field); $class =~ s/(?=<.)(?=priority)/-/; my $method = $field .'AsString'; $COLUMN_MAP->{ $field }{'value'} = sub { return $printer->( $class, $_[0]->$method() ); }; } return; -- 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 trs at bestpractical.com Wed Apr 11 09:09:57 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 11 Apr 2012 09:09:57 -0400 Subject: [rt-users] RT 4 and IE8 : text overlap In-Reply-To: References: Message-ID: <4F8582A5.7030602@bestpractical.com> On 04/11/2012 04:25 AM, L B wrote: > I found a bug in the template with IE8, see attached. Not sure if > it's known and how to fix it. It works in Chrome. The zebra striping of transactions looks off there. Are you filtering the history in any way? Please send the HTML source of the page you took a screenshot of. Is it only happening for a single ticket or many tickets? From bertignac at gmail.com Wed Apr 11 10:01:24 2012 From: bertignac at gmail.com (L B) Date: Wed, 11 Apr 2012 16:01:24 +0200 Subject: [rt-users] RT 4 and IE8 : text overlap In-Reply-To: <4F8582A5.7030602@bestpractical.com> References: <4F8582A5.7030602@bestpractical.com> Message-ID: Actually I can't find again this ticket :-) I'll update this thread if I stumble upon another weird display like this one. -- L.B. From bertignac at gmail.com Wed Apr 11 10:03:57 2012 From: bertignac at gmail.com (L B) Date: Wed, 11 Apr 2012 16:03:57 +0200 Subject: [rt-users] RT 4.0.5 bug in Excel export In-Reply-To: References: <5CCC8624-7C1D-4E88-BDDC-C242C4CFAAF5@sanger.ac.uk> Message-ID: On Wed, Apr 11, 2012 at 2:35 PM, Tim Cutts wrote: > > On 11 Apr 2012, at 10:25, L B wrote: > >>> >>> I saw a similar thing when using Status with a CustomStatus callback which colours my statuses (as in the example in the Wiki). >>> >>> The problem in that case was that the callback was being called *after* the Excel export does its ScrubHTML bit, so HTML gets through. ?I had to alter my callback so that it checked if the request for a Results page. >>> >>> This looks like a similar issue. ?Are you using any callbacks or extensions which change how the priorities are displayed in your web pages? ?If you are, that's probably the cause. >> >> Yes, I use http://search.cpan.org/dist/RT-Extension-PriorityAsString/ extension. > > Aha! ?The issue here is not a bug in RT 4.x at all, but merely a plugin which hasn't been updated for RT 4. > Thanks Tim for the investigation. Hello Ruslan, Do you plan to upgrade your extension or should I try this hack? Thanks! -- L.B. From falcone at bestpractical.com Wed Apr 11 10:45:36 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 11 Apr 2012 10:45:36 -0400 Subject: [rt-users] Editing /opt/rt4/share/html/Ticket/Elements/ShowTransactionAttachments to show HTML in display ticket body breaks RT interface. In-Reply-To: References: Message-ID: <20120411144536.GL8185@jibsheet.com> On Wed, Apr 11, 2012 at 10:17:50AM +0700, Luong Bui Duc wrote: > I'm trying to set RT so it shows the HTML tables/hyperlinks directly in > Display ticket page. My RT_SiteConfig.pm includes PreferRichText & > TrustHTMLAttachments 1, but that only seems to work when user downloads > ticket as attachment. I edited some code in this file: > > /opt/rt4/share/html/Ticket/Elements/ShowTransactionAttachments > > uncommented these 2 lines: > > Line 209: #$content = $m->comp( '/Elements/ScrubHTML', Content => $content > ); > Line 230: #$content = $m->comp( '/Elements/ScrubHTML', Content => $content > ); > > This seems to do the trick, but interface of RT has changed too, now > buttons are underlined and labels are in blue color as hyperlinks. > > Please let me know what is the proper way to achieve this without breaking > RT? You've now opened yourself up to a ton of attack vectors by removing the scrubbing. PreferRichText is the correct way to do what you want, if you need to allow certain pieces of HTML through that are currently scrubbed, you can cleanly add to the ScrubHTML method in Web.pm using the standard override techniques. -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 Apr 11 10:48:32 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 11 Apr 2012 10:48:32 -0400 Subject: [rt-users] Ldap groups and queues permissions In-Reply-To: References: Message-ID: <20120411144832.GM8185@jibsheet.com> On Wed, Apr 11, 2012 at 11:31:59AM +0100, Cristo Bola?os Trujillo wrote: > Hello, > I'm using request tracker at work (succesfully!!) but got some problems when tried to manage > queues permission using groups. > I've googled about it, read documentation on wiki, tried request tracker web interface and > direct sql database changes taking as example already working queues, but I can't get any > success. > Scenario: > - I create a group on LDAP and request tracker. > - I create a user on LDAP and request tracker. > - I assign this user to group on LDAP and request tracker. > - I assign every role on group to a queue. > User can login to request tracker, get limited privileges, but user can't see queue: it > doesn't appear on the select next to "New ticket". > I tried restarting apache, memcached, closing user web session and restarting, but didn't get > any success. > *May be I've missed any step? Seeing the Queue is controlled by SeeQueue and you'll also need CreateTicket there. Is the user 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 falcone at bestpractical.com Wed Apr 11 10:50:53 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 11 Apr 2012 10:50:53 -0400 Subject: [rt-users] RT 4.0.5 bug in Excel export In-Reply-To: References: <5CCC8624-7C1D-4E88-BDDC-C242C4CFAAF5@sanger.ac.uk> Message-ID: <20120411145053.GN8185@jibsheet.com> On Wed, Apr 11, 2012 at 04:03:57PM +0200, L B wrote: > On Wed, Apr 11, 2012 at 2:35 PM, Tim Cutts wrote: > > > > On 11 Apr 2012, at 10:25, L B wrote: > > > >>> > >>> I saw a similar thing when using Status with a CustomStatus callback which colours my statuses (as in the example in the Wiki). > >>> > >>> The problem in that case was that the callback was being called *after* the Excel export does its ScrubHTML bit, so HTML gets through. ?I had to alter my callback so that it checked if the request for a Results page. > >>> > >>> This looks like a similar issue. ?Are you using any callbacks or extensions which change how the priorities are displayed in your web pages? ?If you are, that's probably the cause. > >> > >> Yes, I use http://search.cpan.org/dist/RT-Extension-PriorityAsString/ extension. > > > > Aha! ?The issue here is not a bug in RT 4.x at all, but merely a plugin which hasn't been updated for RT 4. > > > > Thanks Tim for the investigation. > > Hello Ruslan, > > Do you plan to upgrade your extension or should I try this hack? Please don't CC developers directly, lots of us work on the extensions. It would be great if Tim filed his patch in the appropriate rt.cpan.org 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 tjrc at sanger.ac.uk Wed Apr 11 11:35:25 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Wed, 11 Apr 2012 16:35:25 +0100 Subject: [rt-users] RT 4.0.5 bug in Excel export In-Reply-To: <20120411145053.GN8185@jibsheet.com> References: <5CCC8624-7C1D-4E88-BDDC-C242C4CFAAF5@sanger.ac.uk> <20120411145053.GN8185@jibsheet.com> Message-ID: <20D1B0BD-2517-4710-919B-3A9A647D3632@sanger.ac.uk> On 11 Apr 2012, at 15:50, Kevin Falcone wrote: > Please don't CC developers directly, lots of us work on the > extensions. It would be great if Tim filed his patch in the appropriate > rt.cpan.org queue. I wasn't brave enough to do that. It's not an extension I use - I wrote that patched version direct in my email with code pasted from the CPAN code browser, so it really hasn't be tested at all. The ColumnMap examples in the Wiki have the same "bug". Given that all ColumnMap callbacks that worked in RT 3.8 will be affected by this, it could be considered a regression in 4.0 I suppose; the fundamental cause is that the callback happens in share/html/Elements/ColumnMap, which is called by share/html/Search/Results.tsv. Unfortunately, that callback happens *after* Results.tsv has cbballed the ScrubHTML code. There might be more satisfactory and general solutions that could be implemented in the Results.tsv mason page. Rather simplistically, it could just run ScrubHTML across everything that comes out of the ColumnMap. 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 falcone at bestpractical.com Wed Apr 11 11:55:33 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 11 Apr 2012 11:55:33 -0400 Subject: [rt-users] RT 4.0.5 bug in Excel export In-Reply-To: <20D1B0BD-2517-4710-919B-3A9A647D3632@sanger.ac.uk> References: <5CCC8624-7C1D-4E88-BDDC-C242C4CFAAF5@sanger.ac.uk> <20120411145053.GN8185@jibsheet.com> <20D1B0BD-2517-4710-919B-3A9A647D3632@sanger.ac.uk> Message-ID: <20120411155533.GO8185@jibsheet.com> On Wed, Apr 11, 2012 at 04:35:25PM +0100, Tim Cutts wrote: > > On 11 Apr 2012, at 15:50, Kevin Falcone wrote: > > > Please don't CC developers directly, lots of us work on the > > extensions. It would be great if Tim filed his patch in the appropriate > > rt.cpan.org queue. > > I wasn't brave enough to do that. It's not an extension I use - I > wrote that patched version direct in my email with code pasted from > the CPAN code browser, so it really hasn't be tested at all. The > ColumnMap examples in the Wiki have the same "bug". Given that all > ColumnMap callbacks that worked in RT 3.8 will be affected by this, it > could be considered a regression in 4.0 I suppose; the fundamental > cause is that the callback happens in share/html/Elements/ColumnMap, > which is called by share/html/Search/Results.tsv. Unfortunately, that > callback happens *after* Results.tsv has cbballed the ScrubHTML code. > > There might be more satisfactory and general solutions that could be > implemented in the Results.tsv mason page. Rather simplistically, it > could just run ScrubHTML across everything that comes out of the > ColumnMap. Yep, but it wants a bug somewhere (in RT for the possible regression) or in the module pointing out the problem. Possibly both, with pointers between them. I appreciate you digging into it and checking it out. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From darren.hildebrand at opusvfx.com Wed Apr 11 12:45:45 2012 From: darren.hildebrand at opusvfx.com (Darren Hildebrand) Date: Wed, 11 Apr 2012 11:45:45 -0500 Subject: [rt-users] RT Asset Tracker - unique name field Message-ID: <4F85B539.8070800@opusvfx.com> Hello, I'm looking at using RT AssetTracker module for tracking our hardware and software licenses. It does exactly what I'd like for hardware, but I'd also like to track software licenses. The problem that I'm running up against is that each asset name field must be unique. For example, if I'm tracking Windows licenses, I'd like to be able to have 20 assets called something like "Windows 7 Professional (64-bit)" with separate Asset IDs and product keys, and then I'd link them to the workstations that they run on. Is there any way to accomplish something like this? If not, how do people generally go about tracking software licenses with the RT Asset Tracker? Please let me know if I'm approaching this from the wrong angle completely - I'm open to suggestions. Thanks! Darren From dalamars at gmail.com Wed Apr 11 12:52:17 2012 From: dalamars at gmail.com (Paul Muther) Date: Wed, 11 Apr 2012 09:52:17 -0700 Subject: [rt-users] RT Asset Tracker - unique name field In-Reply-To: <4F85B539.8070800@opusvfx.com> References: <4F85B539.8070800@opusvfx.com> Message-ID: Hello. What we have been doing is track the software as custom fields attached to hardware records. The custom fields have values for versions of office apps etc. PM On Apr 11, 2012, at 9:45, Darren Hildebrand wrote: > Hello, > > I'm looking at using RT AssetTracker module for tracking our hardware and software licenses. It does exactly what I'd like for hardware, but I'd also like to track software licenses. The problem that I'm running up against is that each asset name field must be unique. For example, if I'm tracking Windows licenses, I'd like to be able to have 20 assets called something like "Windows 7 Professional (64-bit)" with separate Asset IDs and product keys, and then I'd link them to the workstations that they run on. Is there any way to accomplish something like this? If not, how do people generally go about tracking software licenses with the RT Asset Tracker? > > Please let me know if I'm approaching this from the wrong angle completely - I'm open to suggestions. Thanks! > > Darren From jra at baylink.com Wed Apr 11 12:53:17 2012 From: jra at baylink.com (Jay Ashworth) Date: Wed, 11 Apr 2012 12:53:17 -0400 (EDT) Subject: [rt-users] RT Asset Tracker - unique name field In-Reply-To: <4F85B539.8070800@opusvfx.com> Message-ID: <29936992.11177.1334163197817.JavaMail.root@benjamin.baylink.com> ----- Original Message ----- > From: "Darren Hildebrand" > I'm looking at using RT AssetTracker module for tracking our hardware > and software licenses. It does exactly what I'd like for hardware, but > I'd also like to track software licenses. The problem that I'm running > up against is that each asset name field must be unique. For example, > if I'm tracking Windows licenses, I'd like to be able to have 20 assets > called something like "Windows 7 Professional (64-bit)" with separate > Asset IDs and product keys, and then I'd link them to the workstations > that they run on. Is there any way to accomplish something like this? > If not, how do people generally go about tracking software licenses > with the RT Asset Tracker? I would use that as a description, and use the license key itself -- or some unique component thereof, as the name. You're hitting an analog of the "serial numbered inventory" problem. 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 cristo at foton.es Wed Apr 11 13:30:43 2012 From: cristo at foton.es (=?ISO-8859-1?Q?Cristo_Bola=F1os_Trujillo?=) Date: Wed, 11 Apr 2012 18:30:43 +0100 Subject: [rt-users] Ldap groups and queues permissions In-Reply-To: <20120411144832.GM8185@jibsheet.com> References: <20120411144832.GM8185@jibsheet.com> Message-ID: Hello, > > Seeing the Queue is controlled by SeeQueue and you'll also need > CreateTicket there. Is the user Privileged? > > Yup, it's right. All problem come from cachedgroupmembers table: it looks there was a record for that user. I manually created a record and it works :) Thanks a lot for your help. > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Apr 11 13:38:34 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 11 Apr 2012 13:38:34 -0400 Subject: [rt-users] Ldap groups and queues permissions In-Reply-To: References: <20120411144832.GM8185@jibsheet.com> Message-ID: <4F85C19A.9020302@bestpractical.com> On 04/11/2012 01:30 PM, Cristo Bola?os Trujillo wrote: > Yup, it's right. > > All problem come from cachedgroupmembers table: it looks there was a > record for that user. > > I manually created a record and it works :) You manually created a CachedGroupMembers record? If so, you're doing it really really wrong. Don't use the database to manage if users are priv/unpriv in RT; use the RT user admin page. From trs at bestpractical.com Wed Apr 11 13:52:12 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 11 Apr 2012 13:52:12 -0400 Subject: [rt-users] Ldap groups and queues permissions In-Reply-To: References: <20120411144832.GM8185@jibsheet.com> <4F85C19A.9020302@bestpractical.com> Message-ID: <4F85C4CC.5020509@bestpractical.com> Please keep replies on the list. On 04/11/2012 01:43 PM, Cristo Bola?os Trujillo wrote: > This is interesting: I created user on RT user admin page, but didn't > see any change on user permissing. Take note of the checkbox "Let this user be granted rights (Privileged)" which turns a user Privileged or not (Unprivileged). > After sometime (I don't know really how many and when), user get right > permission. Permissions come from RT's internal system groups, ticket/queue roles, and your own custom user groups. You can grant rights to these globally or on a specific queue/article/custom field level. > It looks like cachedgroupmembers table get updated periodically, so, is > there any way to force it to refresh immediatelly? No, it doesn't get updated periodically. It gets updated immediately. There's no "refresh". Futzing with the database is the really wrong way to go about what you want and will almost certainly lead to you breaking RT. From darren.hildebrand at opusvfx.com Wed Apr 11 14:00:09 2012 From: darren.hildebrand at opusvfx.com (Darren Hildebrand) Date: Wed, 11 Apr 2012 13:00:09 -0500 Subject: [rt-users] RT Asset Tracker - unique name field In-Reply-To: References: <4F85B539.8070800@opusvfx.com> Message-ID: <4F85C6A9.1010803@opusvfx.com> Thanks, but my problem with that approach is that records of a specific software license can disappear along with a computer. Since there are times when I'd be moving licenses from one computer to another, I'd prefer for a software license to be a separate entity that can be unlinked from one computer and linked to another, but it'll always exist unless it's intentionally removed. It sounds like I'm stuck with using a unique name, so I'm thinking that I'll probably append the name with part of the product key or something. Thanks for the suggestions! Darren On 12-04-11 11:52 AM, Paul Muther wrote: > Hello. What we have been doing is track the software as custom fields attached to hardware records. The custom fields have values for versions of office apps etc. > > PM > > > On Apr 11, 2012, at 9:45, Darren Hildebrand wrote: > >> Hello, >> >> I'm looking at using RT AssetTracker module for tracking our hardware and software licenses. It does exactly what I'd like for hardware, but I'd also like to track software licenses. The problem that I'm running up against is that each asset name field must be unique. For example, if I'm tracking Windows licenses, I'd like to be able to have 20 assets called something like "Windows 7 Professional (64-bit)" with separate Asset IDs and product keys, and then I'd link them to the workstations that they run on. Is there any way to accomplish something like this? If not, how do people generally go about tracking software licenses with the RT Asset Tracker? >> >> Please let me know if I'm approaching this from the wrong angle completely - I'm open to suggestions. Thanks! >> >> Darren From Gasper.Zupancic at tsmedia.si Wed Apr 11 15:41:20 2012 From: Gasper.Zupancic at tsmedia.si (=?iso-8859-2?Q?Ga=B9per_Zupan=E8i=E8?=) Date: Wed, 11 Apr 2012 21:41:20 +0200 Subject: [rt-users] number of displayed rows in saved search In-Reply-To: <0EDE11E319B0B043B4F24E0305CABF7C82F0344DD0@P9MAIL.p9.internal> References: <0EDE11E319B0B043B4F24E0305CABF7C82F0344DD0@P9MAIL.p9.internal> Message-ID: <0EDE11E319B0B043B4F24E0305CABF7C82F04E8379@P9MAIL.p9.internal> Not even one? From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ga?per Zupan?i? Sent: Friday, April 06, 2012 10:21 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] number of displayed rows in saved search Dear RT, i have a problem with dashboard showing only 50 rows of tickets per page, regardles if i set it in saved search to unlimited. There isn't even an option to show next page. Did i miss something somewhere in the settings? Ga?per Zupan?i? Skrbnik aplikacij TSmedia, d.o.o., Cigaletova ulica 15, SI-1000 Ljubljana T: +386 1 473 00 35, F: +386 1 473 00 16, M: +386 31 347 698 [cid:image001.jpg at 01CD182B.D5652B50] Pravni pogoji / Legal disclaimer -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 2104 bytes Desc: image001.jpg URL: From florin at andrei.myip.org Wed Apr 11 17:33:12 2012 From: florin at andrei.myip.org (Florin Andrei) Date: Wed, 11 Apr 2012 14:33:12 -0700 Subject: [rt-users] sending an email to owner when ticket is nearly due Message-ID: <4F85F898.8050901@andrei.myip.org> Using RT-4.0.5 on Linux. What is the best way to configure RT to automatically send an email to the owner of a ticket when the ticket is nearly due? Let's say, 1 day before the due date. I've seen this page... http://requesttracker.wikia.com/wiki/Reminders ...but it's for reminders. I'd like to just look at the existing tickets and send the notifications when they're close to due date. -- Florin Andrei http://florin.myip.org/ From cloos at netsandbox.de Wed Apr 11 17:39:00 2012 From: cloos at netsandbox.de (Christian Loos) Date: Wed, 11 Apr 2012 23:39:00 +0200 Subject: [rt-users] RT 4.0.5 bug in Excel export In-Reply-To: <20D1B0BD-2517-4710-919B-3A9A647D3632@sanger.ac.uk> References: <5CCC8624-7C1D-4E88-BDDC-C242C4CFAAF5@sanger.ac.uk> <20120411145053.GN8185@jibsheet.com> <20D1B0BD-2517-4710-919B-3A9A647D3632@sanger.ac.uk> Message-ID: <4F85F9F4.9010704@netsandbox.de> Am 11.04.2012 17:35, schrieb Tim Cutts: > There might be more satisfactory and general solutions that could be implemented in the Results.tsv mason page. Rather simplistically, it could just run ScrubHTML across everything that comes out of the ColumnMap. Long time ago I send an patch for this but sadly it wasn't accepted (Patch 2/2): http://article.gmane.org/gmane.comp.bug-tracking.request-tracker.devel/6244 -Chris From falcone at bestpractical.com Wed Apr 11 17:45:12 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 11 Apr 2012 17:45:12 -0400 Subject: [rt-users] RT 4.0.5 bug in Excel export In-Reply-To: <4F85F9F4.9010704@netsandbox.de> References: <5CCC8624-7C1D-4E88-BDDC-C242C4CFAAF5@sanger.ac.uk> <20120411145053.GN8185@jibsheet.com> <20D1B0BD-2517-4710-919B-3A9A647D3632@sanger.ac.uk> <4F85F9F4.9010704@netsandbox.de> Message-ID: <20120411214512.GP8185@jibsheet.com> On Wed, Apr 11, 2012 at 11:39:00PM +0200, Christian Loos wrote: > Am 11.04.2012 17:35, schrieb Tim Cutts: > > There might be more satisfactory and general solutions that could be implemented in the Results.tsv mason page. Rather simplistically, it could just run ScrubHTML across everything that comes out of the ColumnMap. > > Long time ago I send an patch for this but sadly it wasn't accepted > (Patch 2/2): > http://article.gmane.org/gmane.comp.bug-tracking.request-tracker.devel/6244 I don't think you replied to my reply: http://article.gmane.org/gmane.comp.bug-tracking.request-tracker.devel/6256 or filed a bug with an updated patch with a commit message that explained the problem. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From senior.unix at gmail.com Wed Apr 11 17:54:15 2012 From: senior.unix at gmail.com (UnixMan) Date: Wed, 11 Apr 2012 14:54:15 -0700 (PDT) Subject: [rt-users] RT 4.0.5 smrsh and EX_TEMPFAIL In-Reply-To: <33544914.post@talk.nabble.com> References: <33544914.post@talk.nabble.com> Message-ID: <33671910.post@talk.nabble.com> I found the issue. I forgot that this system uses https and so I changed the /etc/aliases http to https and all is now working. UnixMan wrote: > > I have scoured the web and cannot find a satisfying answer to mail not > working on RT 4.0.5. > > At this point the mail is in the mailq. > > All the mail queues in /etc/aliases do the same thing. I copied the > /etc/aliases from RT 3.8.8 to RT 4.0.5, does anyone know if they are > different when using smrsh ? > > When I test it on the server on the command line it all works, just mail > coming externally is the issue. > > Any and all help is surely appreciated. > > Thanks, > Scott > > -- View this message in context: http://old.nabble.com/RT-4.0.5-smrsh-and-EX_TEMPFAIL-tp33544914p33671910.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From senior.unix at gmail.com Wed Apr 11 17:58:18 2012 From: senior.unix at gmail.com (UnixMan) Date: Wed, 11 Apr 2012 14:58:18 -0700 (PDT) Subject: [rt-users] RT 4.0.5 : rt-email-dashboards cron not working Message-ID: <33671941.post@talk.nabble.com> Ever since we upgraded from RT 3.8.8 to RT 4.0.5 our dashboard cron hasn't been sending out emails. I checked the logs but nothing to note there other than it says it emailed them out. I ran a test email on the command line and the mail went through, NTF. Any and all help is always appreciated, Thanks, Scott -- View this message in context: http://old.nabble.com/RT-4.0.5-%3A-rt-email-dashboards-cron-not-working-tp33671941p33671941.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From senior.unix at gmail.com Wed Apr 11 17:58:21 2012 From: senior.unix at gmail.com (UnixMan) Date: Wed, 11 Apr 2012 14:58:21 -0700 (PDT) Subject: [rt-users] RT 4.0.5 : rt-email-dashboards cron not working Message-ID: <33671942.post@talk.nabble.com> Ever since we upgraded from RT 3.8.8 to RT 4.0.5 our dashboard cron hasn't been sending out emails. I checked the logs but nothing to note there other than it says it emailed them out. I ran a test email on the command line and the mail went through, NTF. Any and all help is always appreciated, Thanks, Scott -- View this message in context: http://old.nabble.com/RT-4.0.5-%3A-rt-email-dashboards-cron-not-working-tp33671942p33671942.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Wed Apr 11 18:04:58 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 11 Apr 2012 18:04:58 -0400 Subject: [rt-users] RT 4.0.5 : rt-email-dashboards cron not working In-Reply-To: <33671942.post@talk.nabble.com> References: <33671942.post@talk.nabble.com> Message-ID: <20120411220458.GQ8185@jibsheet.com> On Wed, Apr 11, 2012 at 02:58:21PM -0700, UnixMan wrote: > Ever since we upgraded from RT 3.8.8 to RT 4.0.5 our dashboard cron hasn't > been sending out emails. I checked the logs but nothing to note there other > than it says it emailed them out. > > I ran a test email on the command line and the mail went through, NTF. If you read the documentation for the dashboard mailer, there are two flags you can use for debugging. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From scott.pestana at linguamatics.com Wed Apr 11 18:08:48 2012 From: scott.pestana at linguamatics.com (Scott Pestana) Date: Wed, 11 Apr 2012 18:08:48 -0400 Subject: [rt-users] RT Extension LDAPImport Using LDAPS? In-Reply-To: <4F834D59.20101@bestpractical.com> References: <4F8329AB.2020204@linguamatics.com> <20120409191033.GJ8185@jibsheet.com> <4F834B81.6000803@linguamatics.com> <4F834D59.20101@bestpractical.com> Message-ID: <4F8600F0.4050601@linguamatics.com> Hi, It looks like the issue I have with those extra "[critical]" messages may be resolved by a newer version that Kevin has released as a dev release. Without modifying my original configuration the release candidate from March 2012 reports only the "[info]" output. -Scott On 4/9/2012 4:58 PM, Thomas Sibley wrote: > On 04/09/2012 04:50 PM, Scott Pestana wrote: >> [Mon Apr 9 19:51:49 2012] [critical]: >> RT::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo : Search for >> (&(|(objectClass=posixAccount)(objectClass=account))(mail=USEREMAIL at linguamatics.com)) >> failed: LDAP_NO_SUCH_OBJECT 32 >> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:232) >> >> [Mon Apr 9 19:51:49 2012] [critical]: >> RT::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo : Search for >> (&(|(objectClass=posixAccount)(objectClass=account))(uid=USERID)) >> failed: LDAP_NO_SUCH_OBJECT 32 >> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:232) > You'll note these errors are from RT-Authen-ExternalAuth, not > RT-Extension-LDAPImport. Please show us the config for ExternalAuth. > >> For each user we get the above two "critical" errors, and the below >> "info" message (which I don't mind aside from the "Disabled" part): > Those critical errors are passed along from your LDAP server. > >> [Mon Apr 9 19:51:49 2012] [info]: >> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , >> EmailAddress: USEREMAIL at linguamatics.com, ExternalAuthId: USERID, Gecos: >> USERFULLNAME, Name: USERID, Privileged: 1, RealName: USERFULLNAME >> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:651) > This is just an informational message. Disabled: is blank, so that's fine. > >> When I inspected the MySQL tables that were created, I found that >> all the users appeared to be created as I wanted. I am having trouble >> with the Web view at the moment, so I need to verify them through that >> view as well. > This is probably because you're only looking at privileged users in the > admin interface and LDAPImport creates unprivileged users. You can > search for them using the form on the admin page. > > Thomas > -- N. Scott Pestana IT Infrastructure Linguamatics 275 Grove Street, Suite 2-400 Newton, MA 02466 Tel: +1-774-571-7135 US Tel: +1-617-674-3256 UK Tel: 011-44-1223-421360 UK Fax: 011-44-1223-421361 Web: www.linguamatics.com From timothy at combustmedia.com Thu Apr 12 00:03:02 2012 From: timothy at combustmedia.com (Timothy Tate) Date: Wed, 11 Apr 2012 23:03:02 -0500 Subject: [rt-users] Can 'Username' be Removed as a Required Field From the User Creation Form? In-Reply-To: <4F86501A.5050004@combustmedia.com> References: <4F86501A.5050004@combustmedia.com> Message-ID: <4F8653F6.1090303@combustmedia.com> I got my first install of RT up and going today and I'm very excited about getting to know it better! I'm curious if it would be possible to prevent the 'Username' field of the User Creation form from being required? I would prefer to reference each user account by the 'Real Name' only when filling in the 'Requestor' field on a new ticket. This would be useful for users that have no need to login to RT, such as a user account that is created for a company I support. I've searched the Wiki and Google for any help with this, but so far haven't found any information. I apologize if I've overlooked a source of information about this topic and will gladly take a look at it if anyone knows of such a source. I'm using RT 4.0.5 on CentOS 6, which is running Apache. Thanks in advance for any help! Sincerely, Timothy From chrisherrmann7 at gmail.com Thu Apr 12 09:03:01 2012 From: chrisherrmann7 at gmail.com (Chris Herrmann) Date: Thu, 12 Apr 2012 23:03:01 +1000 Subject: [rt-users] Regex matching in scrips to match email requestor RT 3.8.7 - reference material anywhere? Message-ID: Hi all, I'm trying to get a scrip setup that will send conditionally based upon the senders email address. Basically I don't want to send an email to addresses that look like: root@ administrator@ mailer-daemon@ and so forth. I've looked at the doco both online and in the RT book but neither cover these specific cases I'm trying to do - for example the object model isn't completely documented and I can't find a page that tells me what operators I can use with text or other fields. So... I've actually got three questions here (sorry!): 1. How to regex these strings 2. What the object reference is to retrieve the first requestor email address inside a scrip 3. Can I build an array of results so that I can keep adding more and more cases easily I've got a script that is correctly working that handles conditional stuff OK for values of CF fields and ticket status, but I'm not sure how to handle this one because I'm doing a fuzzy match... if it was SQL it would be easy "where email like 'root@%' or similar depending on your DBMS. I know I can use "eq" or "ne" but is there a "like" comparator available that I can use in a scrip... and if so, how do I pass it a wildcard? Question 1. I've found some examples of scrips in wikia that skirt around what I'm trying to do... (sorry to the OP I don't have the original link available but I think it was the customcondition page): my $subject = $Transaction->Attachments->First->GetHeader('Subject'); if ($subject =~ /\*\* RECOVERY (\w+) - (.*) OK \*\*/) { but... how do I interpret this? I'm guessing that the syntax means "*RECOVERY*OK*" (i.e. *== wildcard). But what's the (\w+) and why the \*\*/ construction? I've seen some other examples out there with other syntax too but don't have them at hand. Is there a page somewhere that describes what's available for this and how to use the syntax? Question 2. I think that the object I need is: $self->TicketObj->IsWatcher(Type => 'Requestor', Email => 'foo at bar.com'); based upon another page on wikia (apologies again)! but... it seems a little bit odd that I can't reference it by $self->TicketObj->Requestor->Email? Also, if I do reference it as above, then what happens if there is > 1 Requestor? I would be happy if it only returns the email of the first requestor, but would it does this or return the ARRAY error you see in the CLI when trying to pull requestor email? Question 3. Apologies I haven't actually looked into this yet as I got stuck on 1 & 2, but if there's an easy way to model a growing list of things to match please point me at an example. Another use case for this would be auto-deleting spam emails, and auto-resolving system generated tickets that have no error content (for example "Backup successful"). Thanks, Chris From trs at bestpractical.com Thu Apr 12 09:50:59 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 12 Apr 2012 09:50:59 -0400 Subject: [rt-users] Can 'Username' be Removed as a Required Field From the User Creation Form? In-Reply-To: <4F8653F6.1090303@combustmedia.com> References: <4F86501A.5050004@combustmedia.com> <4F8653F6.1090303@combustmedia.com> Message-ID: <4F86DDC3.8020901@bestpractical.com> On 04/12/2012 12:03 AM, Timothy Tate wrote: > I'm curious if it would be possible to prevent the 'Username' field of > the User Creation form from being required? I would prefer to reference > each user account by the 'Real Name' only when filling in the > 'Requestor' field on a new ticket. This would be useful for users that > have no need to login to RT, such as a user account that is created for > a company I support. No, you can't make username optional. You can fill it with whatever you'd like though, as long as it's unique in your system. I'd suggest setting the username to be the same as the email address, and then setting your $UsernameFormat to 'verbose' which will show: Real Name . Thomas From sjalexander at mpbx.com Thu Apr 12 10:07:38 2012 From: sjalexander at mpbx.com (Stephen J Alexander) Date: Thu, 12 Apr 2012 09:07:38 -0500 Subject: [rt-users] Email sending behavior modification? Message-ID: Hello all, I'm looking for a way to keep RT from emailing unprivileged users. We have set up our RT installation such that "privileged users" means our internal personnel; "unprivileged users" means customers. We want to use the system to track tickets etc but don't want emails from RT to go to any customers. I wasn't able to find an obvious way to do this; is this supported out of the box? If not, where should I look in the code? Regards, Stephen J Alexander MPBX, LLC http://mpbx.com PS: If there is a way to keep the "RT Itself" notifications about having sent emails from showing in the ticket history, I would also like to suppress that. From trs at bestpractical.com Thu Apr 12 10:20:37 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 12 Apr 2012 10:20:37 -0400 Subject: [rt-users] Email sending behavior modification? In-Reply-To: References: Message-ID: <4F86E4B5.7050609@bestpractical.com> On 04/12/2012 10:07 AM, Stephen J Alexander wrote: > I'm looking for a way to keep RT from emailing unprivileged users. > > We have set up our RT installation such that "privileged users" means > our internal personnel; "unprivileged users" means customers. You're probably best off doing this at the MTA level. Do all your internal staff have an email address with a common domain? If so, your MTA can relay for that domain, but reject anything else from RT. > PS: If there is a way to keep the "RT Itself" notifications about > having sent emails from showing in the ticket history, I would also > like to suppress that. Don't grant the ShowOutgoingEmails right. Thomas From rjones at eggycrew.com Thu Apr 12 10:32:33 2012 From: rjones at eggycrew.com (Russell Jones) Date: Thu, 12 Apr 2012 09:32:33 -0500 Subject: [rt-users] Mandatory Field and "Quick Ticket Creation" area Message-ID: <4F86E781.4000206@eggycrew.com> Hi all, I have found several old mailing list posts about this but nothing seems to have helped.... is it possible to add a mandatory custom field to the "Quick Ticket" creation area? The fields works just fine and the creation request is rejected with a "You need to go to the normal ticket creation page to do that", but I would like to add the mandatory field itself to the quick ticket area so they don't have to do that. Can't seem to figure out how to do this. Thanks! From falcone at bestpractical.com Thu Apr 12 11:09:49 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 12 Apr 2012 11:09:49 -0400 Subject: [rt-users] Regex matching in scrips to match email requestor RT 3.8.7 - reference material anywhere? In-Reply-To: References: Message-ID: <20120412150949.GR8185@jibsheet.com> On Thu, Apr 12, 2012 at 11:03:01PM +1000, Chris Herrmann wrote: > I'm trying to get a scrip setup that will send conditionally based > upon the senders email address. Basically I don't want to send an > email to addresses that look like: > > root@ > administrator@ > mailer-daemon@ > > and so forth. I've looked at the doco both online and in the RT book > but neither cover these specific cases I'm trying to do - for example > the object model isn't completely documented and I can't find a page > that tells me what operators I can use with text or other fields. > > So... I've actually got three questions here (sorry!): > > 1. How to regex these strings > 2. What the object reference is to retrieve the first requestor email > address inside a scrip > 3. Can I build an array of results so that I can keep adding more and > more cases easily > > I've got a script that is correctly working that handles conditional > stuff OK for values of CF fields and ticket status, but I'm not sure > how to handle this one because I'm doing a fuzzy match... if it was > SQL it would be easy "where email like 'root@%' or similar depending > on your DBMS. I know I can use "eq" or "ne" but is there a "like" > comparator available that I can use in a scrip... and if so, how do I > pass it a wildcard? You want to read about perl regular expressions, which are the things you're talking about in question 1. The =~ operator is perl's Like operator, but they're very powerful. > Question 1. > I've found some examples of scrips in wikia that skirt around what I'm > trying to do... (sorry to the OP I don't have the original link > available but I think it was the customcondition page): > > my $subject = $Transaction->Attachments->First->GetHeader('Subject'); > if ($subject =~ /\*\* RECOVERY (\w+) - (.*) OK \*\*/) { > > but... how do I interpret this? I'm guessing that the syntax means > "*RECOVERY*OK*" (i.e. *== wildcard). But what's the (\w+) and why the > \*\*/ construction? I've seen some other examples out there with other > syntax too but don't have them at hand. Is there a page somewhere that > describes what's available for this and how to use the syntax? > > Question 2. > I think that the object I need is: $self->TicketObj->IsWatcher(Type > => 'Requestor', Email => 'foo at bar.com'); > based upon another page on wikia (apologies again)! > but... it seems a little bit odd that I can't reference it by > $self->TicketObj->Requestor->Email? > Also, if I do reference it as above, then what happens if there is > 1 > Requestor? I would be happy if it only returns the email of the first > requestor, but would it does this or return the ARRAY error you see in > the CLI when trying to pull requestor email? If you perldoc lib/RT/Ticket.pm on RT4 you'll see a relevant method to get all the email addresses of the requestors. > Question 3. > Apologies I haven't actually looked into this yet as I got stuck on 1 > & 2, but if there's an easy way to model a growing list of things to > match please point me at an example. Another use case for this would > be auto-deleting spam emails, and auto-resolving system generated > tickets that have no error content (for example "Backup successful"). I usually turn them into Config options you set in RT_SiteConfig.pm that way the perl code never changes. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From johnathan.bell at baker.edu Thu Apr 12 11:20:38 2012 From: johnathan.bell at baker.edu (johnathan.bell at baker.edu) Date: Thu, 12 Apr 2012 11:20:38 -0400 Subject: [rt-users] Upgrading 3.8.4 to 4.0.1 - Root password?? Message-ID: <53F5F41B-ECF1-4FB8-8E0D-C0B2E285280D@baker.edu> I'm working on upgrading our existing installation of RT 3.8.4 to RT 4.0.1, and I've encountered a bit of a strange problem. I can manually change root's password (in RT) to something that I know (such as "password") via a MySQL statement: -MySQL Code- UPDATE Users SET Password=md5('password') WHERE Name='root'; -/MySQL Code- ? and then logging in with the set password I choose works. However, if I log out and back in, I can no longer log in again with that same password and must reset it again to gain admin access again. Furthermore, if I set the password in the GUI to something else, it doesn't appear to have an effect either, though this may be caused by the same thing. What's really weird though, is if I watch the root password entry in the database, the hash changes when I log in. So, say I log in with "password" ? it changes to what appears to be a salted SHA hash instead. Testing this further, I decided to start the DB over from scratch. I ran the upgrade processes, including the vulnerable-passwords script to upgrade the hashes, and that worked with the old password (it even flagged root as an account to update), but once again, after that first log in, I can no longer log back in. What's the deal? Did I just miss something? What do I need to do to get this working? If I can provide any other useful information, please let me know. This is running on an Ubuntu server (11.10) with the package-managed version of RT, which with Ubuntu is 4.0.1. The database is the only thing I ported over, as there were only a couple of small changes I made to the HTML code, I figured the pages would be different enough that I'd need to just re-do them anyway. Thanks, Johnathan -- Johnathan Bell Internet System Administrator, Baker College Office Hours: 7A-4P Eastern, M-F From bogey_63 at yahoo.com Thu Apr 12 11:31:22 2012 From: bogey_63 at yahoo.com (who else) Date: Thu, 12 Apr 2012 08:31:22 -0700 (PDT) Subject: [rt-users] Am a little bit lost with setup of RT Message-ID: <33676210.post@talk.nabble.com> Have set up RT before, but i am missing my installation documentation; nowhere to be seen. I have RT up and running on IP adress and Port 8080 with the RT Server. What doesn't work at all is the Mailinterface. He says, he sends mails, but they never arrive, also, Mails i send to RT won't arrive, so i assume there is a problem on that side. I am wondering about the settings for Postfix: rt: "|/opt/rt4/bin/rt-mailgate --queue general --action correspond --url http://example.com" rt-comment: "|/opt/rt4/bin/rt-mailgate --queue general --action comment --url http://example.com" I gave it a shot with fetchmail, but didn't succeed there. My configuration is: The RT Website should be found under http://www.example.com, although i would like to have https instead, but i want to have it working first, before i am going to experiment with SSL. Anybody got a list of packages i need besides the deps, i can fix with make fixdeps? Also, how to configure Apache Server? I do not want to have it in a subdirectory like http://example.com/rt Perhaps someone could push me in the right direction, please? Tried to find a complete, and also uptodate installation documentation for Ubuntu 10.04 but haven't found something real helpful. Thank you all for help. Best j_m -- View this message in context: http://old.nabble.com/Am-a-little-bit-lost-with-setup-of-RT-tp33676210p33676210.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From trs at bestpractical.com Thu Apr 12 11:31:47 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 12 Apr 2012 11:31:47 -0400 Subject: [rt-users] Upgrading 3.8.4 to 4.0.1 - Root password?? In-Reply-To: <53F5F41B-ECF1-4FB8-8E0D-C0B2E285280D@baker.edu> References: <53F5F41B-ECF1-4FB8-8E0D-C0B2E285280D@baker.edu> Message-ID: <4F86F563.60505@bestpractical.com> On 04/12/2012 11:20 AM, johnathan.bell at baker.edu wrote: > ? and then logging in with the set password I choose works. However, > if I log out and back in, I can no longer log in again with that same > password and must reset it again to gain admin access again. [snip] > What's the deal? Did I just miss something? What do I need to do to > get this working? This is an indication that you didn't run the database upgrade steps between 3.8.4 and 4.0.1. Please read the README, UPGRADING-3.8, and UPGRADING-4.0 docs. From falcone at bestpractical.com Thu Apr 12 11:52:20 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 12 Apr 2012 11:52:20 -0400 Subject: [rt-users] Am a little bit lost with setup of RT In-Reply-To: <33676210.post@talk.nabble.com> References: <33676210.post@talk.nabble.com> Message-ID: <20120412155220.GS8185@jibsheet.com> On Thu, Apr 12, 2012 at 08:31:22AM -0700, who else wrote: > > Have set up RT before, but i am missing my installation documentation; > nowhere to be seen. > > I have RT up and running on IP adress and Port 8080 with the RT Server. What > doesn't work at all is the Mailinterface. He says, he sends mails, but they > never arrive, also, Mails i send to RT won't arrive, so i assume there is a > problem on that side. You're running on 8080? so you access it as http://example.com:8080 ? You're telling mailgate to access it on 80 not 8080. > I am wondering about the settings for Postfix: > rt: "|/opt/rt4/bin/rt-mailgate --queue general --action correspond --url > http://example.com" > rt-comment: "|/opt/rt4/bin/rt-mailgate --queue general --action comment > --url http://example.com" > > I gave it a shot with fetchmail, but didn't succeed there. > > My configuration is: The RT Website should be found under > http://www.example.com, although i would like to have https instead, but i > want to have it working first, before i am going to experiment with SSL. > > Anybody got a list of packages i need besides the deps, i can fix with make > fixdeps? > Also, how to configure Apache Server? I do not want to have it in a > subdirectory like http://example.com/rt The standard RT documentation in web_deployment.pod describes how to put it at example.com. > Perhaps someone could push me in the right direction, please? Tried to find > a complete, and also uptodate installation documentation for Ubuntu 10.04 > but haven't found something real helpful. -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 Thu Apr 12 12:35:47 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 12 Apr 2012 12:35:47 -0400 Subject: [rt-users] Upgrading 3.8.4 to 4.0.1 - Root password?? In-Reply-To: <9A84FF1E-468E-4042-AC3D-9B158F119DC1@baker.edu> References: <53F5F41B-ECF1-4FB8-8E0D-C0B2E285280D@baker.edu> <4F86F563.60505@bestpractical.com> <9A84FF1E-468E-4042-AC3D-9B158F119DC1@baker.edu> Message-ID: <4F870463.2050206@bestpractical.com> Please keep replies on the list. On 04/12/2012 12:19 PM, johnathan.bell at baker.edu wrote: > Thanks. I'm glad to know that it's something much simpler than I > expected. I did read those, but they only mentioned the "standard > database upgrade process" as far as I could see. Further research says > that's probably going to be "rt-setup-database --action upgrade" or > something similar? yes? Yes. The README refers to `make upgrade-database`. You're running Ubuntu packages, so the instructions we write aren't exactly the same as what you'll need to do (they apply to the tarball we ship). The Ubuntu packages don't run the database upgrades for you; they just install the new source. > What about the other parts like secure-passwords, etc? the other random > "little" scripts in etc/upgrade? Should those be run before or after the > rt-setup-database cmd? Most are run after. The docs (docs/UPGRADING*) mention what needs to be run during the middle of the upgrade. From senior.unix at gmail.com Thu Apr 12 16:37:39 2012 From: senior.unix at gmail.com (UnixMan) Date: Thu, 12 Apr 2012 13:37:39 -0700 (PDT) Subject: [rt-users] RT 4.0.5 : rt-email-dashboards cron not working In-Reply-To: <20120411220458.GQ8185@jibsheet.com> References: <20120411220458.GQ8185@jibsheet.com> Message-ID: <33678061.post@talk.nabble.com> Hi Kevin, I've looked and looked, I must not be looking in the right place but if you could direct me to the place where I can find the flags it would be most appreciated. I even bought the RT book but couldn't find it there either. Thanks, Scott Kevin Falcone-2 wrote: > > On Wed, Apr 11, 2012 at 02:58:21PM -0700, UnixMan wrote: >> Ever since we upgraded from RT 3.8.8 to RT 4.0.5 our dashboard cron >> hasn't >> been sending out emails. I checked the logs but nothing to note there >> other >> than it says it emailed them out. >> >> I ran a test email on the command line and the mail went through, NTF. > > If you read the documentation for the dashboard mailer, there are two > flags you can use for debugging. > > -kevin > > > -- View this message in context: http://old.nabble.com/Re%3A-RT-4.0.5-%3A-rt-email-dashboards-cron-not-working-tp33671969p33678061.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Thu Apr 12 16:58:34 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 12 Apr 2012 16:58:34 -0400 Subject: [rt-users] RT 4.0.5 : rt-email-dashboards cron not working In-Reply-To: <33678061.post@talk.nabble.com> References: <20120411220458.GQ8185@jibsheet.com> <33678061.post@talk.nabble.com> Message-ID: <20120412205834.GT8185@jibsheet.com> On Thu, Apr 12, 2012 at 01:37:39PM -0700, UnixMan wrote: > Kevin Falcone-2 wrote: > > > > On Wed, Apr 11, 2012 at 02:58:21PM -0700, UnixMan wrote: > >> Ever since we upgraded from RT 3.8.8 to RT 4.0.5 our dashboard cron > >> hasn't > >> been sending out emails. I checked the logs but nothing to note there > >> other > >> than it says it emailed them out. > >> > >> I ran a test email on the command line and the mail went through, NTF. > > > > If you read the documentation for the dashboard mailer, there are two > > flags you can use for debugging. > I've looked and looked, I must not be looking in the right place but if you > could direct me to the place where I can find the flags it would be most > appreciated. I even bought the RT book but couldn't find it there either. /opt/rt4/sbin/rt-email-dashboards --help --help or running perldoc on an RT command should generally result in up-to-date documentation. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ram0502 at gmail.com Thu Apr 12 17:03:01 2012 From: ram0502 at gmail.com (Ram) Date: Thu, 12 Apr 2012 14:03:01 -0700 Subject: [rt-users] Forward with Comment Message-ID: I must be overlooking something but... I don't see a way to add a note/comment when I forward a ticket or ticket comment. Along the same lines is it possible to attach an existing ticket attachment to a forward or a reply *with* a note/comment? thanks ram -------------- next part -------------- An HTML attachment was scrubbed... URL: From senior.unix at gmail.com Thu Apr 12 17:15:14 2012 From: senior.unix at gmail.com (UnixMan) Date: Thu, 12 Apr 2012 14:15:14 -0700 (PDT) Subject: [rt-users] RT 4.0.5 : rt-email-dashboards cron not working In-Reply-To: <20120412205834.GT8185@jibsheet.com> References: <20120411220458.GQ8185@jibsheet.com> <33678061.post@talk.nabble.com> <20120412205834.GT8185@jibsheet.com> Message-ID: <33678318.post@talk.nabble.com> Thanks, I ran : # ./rt-email-dashboards --dryrun --all and it returned the Dashboards that users have subscribed to. This is good as this is what I would expect. When I set a subscription for my userid within RT I see it in the log in [debug] mode, and it says it sent it out, but, I don't get an email. [Thu Apr 12 14:02:58 2012] [debug]: Generating dashboard "Scott's NOT Resolved" for user "myuserid at mycompany.com": (/apps/rt-4.0.5/sbin/../lib/RT/Dashboard/Mailer.pm:226) [Thu Apr 12 14:02:59 2012] [debug]: Mailing dashboard "Scott's NOT Resolved" to user myuserid at mycompany.com (/apps/rt-4.0.5/sbin/../lib/RT/Dashboard/Mailer.pm:348) [Thu Apr 12 14:02:59 2012] [debug]: Done sending dashboard to myuserid at mycompany.com (/apps/rt-4.0.5/sbin/../lib/RT/Dashboard/Mailer.pm:359) On the command line I run : mailx -v -s "TEST" myuserid at mycompany.com < /dev/null and I get the test email. Any ideas ? Thanks, Scott Kevin Falcone-2 wrote: > > On Thu, Apr 12, 2012 at 01:37:39PM -0700, UnixMan wrote: >> Kevin Falcone-2 wrote: >> > >> > On Wed, Apr 11, 2012 at 02:58:21PM -0700, UnixMan wrote: >> >> Ever since we upgraded from RT 3.8.8 to RT 4.0.5 our dashboard cron >> >> hasn't >> >> been sending out emails. I checked the logs but nothing to note there >> >> other >> >> than it says it emailed them out. >> >> >> >> I ran a test email on the command line and the mail went through, NTF. >> > >> > If you read the documentation for the dashboard mailer, there are two >> > flags you can use for debugging. >> I've looked and looked, I must not be looking in the right place but if >> you >> could direct me to the place where I can find the flags it would be most >> appreciated. I even bought the RT book but couldn't find it there either. > > /opt/rt4/sbin/rt-email-dashboards --help > > --help or running perldoc on an RT command should generally result in > up-to-date documentation. > > -kevin > > > -- View this message in context: http://old.nabble.com/Re%3A-RT-4.0.5-%3A-rt-email-dashboards-cron-not-working-tp33671969p33678318.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Thu Apr 12 18:08:02 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 12 Apr 2012 18:08:02 -0400 Subject: [rt-users] RT 4.0.5 : rt-email-dashboards cron not working In-Reply-To: <33678318.post@talk.nabble.com> References: <20120411220458.GQ8185@jibsheet.com> <33678061.post@talk.nabble.com> <20120412205834.GT8185@jibsheet.com> <33678318.post@talk.nabble.com> Message-ID: <20120412220802.GU8185@jibsheet.com> On Thu, Apr 12, 2012 at 02:15:14PM -0700, UnixMan wrote: > > Thanks, I ran : # ./rt-email-dashboards --dryrun --all and it returned the > Dashboards that users have subscribed to. This is good as this is what I > would expect. > > When I set a subscription for my userid within RT I see it in the log in > [debug] mode, and it says it sent it out, but, I don't get an email. > > > [Thu Apr 12 14:02:58 2012] [debug]: Generating dashboard "Scott's NOT > Resolved" for user "myuserid at mycompany.com": > (/apps/rt-4.0.5/sbin/../lib/RT/Dashboard/Mailer.pm:226) > [Thu Apr 12 14:02:59 2012] [debug]: Mailing dashboard "Scott's NOT Resolved" > to user myuserid at mycompany.com > (/apps/rt-4.0.5/sbin/../lib/RT/Dashboard/Mailer.pm:348) > [Thu Apr 12 14:02:59 2012] [debug]: Done sending dashboard to > myuserid at mycompany.com > (/apps/rt-4.0.5/sbin/../lib/RT/Dashboard/Mailer.pm:359) > > > > On the command line I run : mailx -v -s "TEST" myuserid at mycompany.com < > /dev/null and I get the test email. Have you looked in your mail logs? Just testing with mailx is insufficient, and any mail errors will be contained in your maillogs, which can also verify if mail was sent. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kenn.crocker at gmail.com Thu Apr 12 21:26:29 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Thu, 12 Apr 2012 18:26:29 -0700 Subject: [rt-users] Ldap groups and queues permissions In-Reply-To: <4F85C4CC.5020509@bestpractical.com> References: <20120411144832.GM8185@jibsheet.com> <4F85C19A.9020302@bestpractical.com> <4F85C4CC.5020509@bestpractical.com> Message-ID: Cristo, There are several tables that work in conjunction with privileges, The ACL, Group, GroupMembers, CacheGroupMembers, Principals, etc. If you get them out of sync, you are in a world of hurt. I'd suggest reading about privileges and more about the framework of rights before putzing around in the database and doing damage you will regret. There are a couple books out there you can get to help you with this. Kenn On Wed, Apr 11, 2012 at 10:52 AM, Thomas Sibley wrote: > Please keep replies on the list. > > On 04/11/2012 01:43 PM, Cristo Bola?os Trujillo wrote: > > This is interesting: I created user on RT user admin page, but didn't > > see any change on user permissing. > > Take note of the checkbox "Let this user be granted rights (Privileged)" > which turns a user Privileged or not (Unprivileged). > > > After sometime (I don't know really how many and when), user get right > > permission. > > Permissions come from RT's internal system groups, ticket/queue roles, > and your own custom user groups. You can grant rights to these globally > or on a specific queue/article/custom field level. > > > It looks like cachedgroupmembers table get updated periodically, so, is > > there any way to force it to refresh immediatelly? > > No, it doesn't get updated periodically. It gets updated immediately. > There's no "refresh". Futzing with the database is the really wrong way > to go about what you want and will almost certainly lead to you breaking > RT. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Thu Apr 12 21:32:36 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Thu, 12 Apr 2012 18:32:36 -0700 Subject: [rt-users] sending an email to owner when ticket is nearly due In-Reply-To: <4F85F898.8050901@andrei.myip.org> References: <4F85F898.8050901@andrei.myip.org> Message-ID: Florin, create a search that meets your criteria and then a dashboard that runs said search at the appropriate time. Kenn On Wed, Apr 11, 2012 at 2:33 PM, Florin Andrei wrote: > Using RT-4.0.5 on Linux. > > What is the best way to configure RT to automatically send an email to the > owner of a ticket when the ticket is nearly due? Let's say, 1 day before > the due date. > > I've seen this page... > > http://requesttracker.wikia.**com/wiki/Reminders > > ...but it's for reminders. I'd like to just look at the existing tickets > and send the notifications when they're close to due date. > > -- > Florin Andrei > http://florin.myip.org/ > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jfearn at redhat.com Thu Apr 12 23:20:19 2012 From: jfearn at redhat.com (Jeff Fearn) Date: Fri, 13 Apr 2012 13:20:19 +1000 Subject: [rt-users] sending an email to owner when ticket is nearly due In-Reply-To: References: <4F85F898.8050901@andrei.myip.org> Message-ID: <4F879B73.200@redhat.com> On 04/13/2012 11:32 AM, Kenneth Crocker wrote: > Florin, > > create a search that meets your criteria and then a dashboard that runs > said search at the appropriate time. > > Kenn > > On Wed, Apr 11, 2012 at 2:33 PM, Florin Andreiwrote: > >> Using RT-4.0.5 on Linux. >> >> What is the best way to configure RT to automatically send an email to the >> owner of a ticket when the ticket is nearly due? Let's say, 1 day before >> the due date. >> >> I've seen this page... >> >> http://requesttracker.wikia.**com/wiki/Reminders >> >> ...but it's for reminders. I'd like to just look at the existing tickets >> and send the notifications when they're close to due date. >> >> -- >> Florin Andrei >> http://florin.myip.org/ >> > This looks like a good start http://requesttracker.wikia.com/wiki/DueDateRemindersByEmail Cheers, Jeff. From phanousk at civ.zcu.cz Fri Apr 13 03:06:24 2012 From: phanousk at civ.zcu.cz (Petr Hanousek) Date: Fri, 13 Apr 2012 09:06:24 +0200 Subject: [rt-users] RT and CRM functions/integration In-Reply-To: <20120301104914.GB12443@buho> References: <20120301104914.GB12443@buho> Message-ID: <4F87D070.6090003@civ.zcu.cz> Hello, this is the question that crossed also my mind few days ago. We are the company using RT and now we want to start using some CRM system. Well, not the whole one, but some sort of it, let's say addressbook on steroids. I've tried to google it and among many crap I've found this thread and some other messages from some consulting companies that "it works somehow" and thy provide the solution. So I wonder how is this possible. Because as far as I know about RT, it's rather the solution for solving problems and not tracking customers. On top of that, the system of dealing with users is based on email addresses which continuously changes. This is the opposite of CRM system, because there is the customer on the first place so his contact is unique and not dividet into several mail addresses. I've found some workaround here http://www.gossamer-threads.com/lists/rt/users/48819 but didn't try it yet, because I am not confident this is the right way to go. So do you someone have some experience with integrating CRM system and RT? Best regards, Petr Hanousek On 1.3.2012 11:49, Dan Shearer wrote: > What do service companies based around RT do when they formalise their > sales processes? I've only ever seen CRM done completely independently, > but now I'm wondering if there's a better way. RT is the opposite of a > CRM (the scale of the numbers and the direction of the communication are > inverses) but often an IT service company wants to keep sales close to > fulfillment, and fulfillment always happens through RT. > > At one level, RT can do very transactional, short-cycle sales just like > any question-response cycle. At the other extreme, RT can't possibly map > onto a contacts-driven sales system. But I'm wondering if there might be > some ground in the middle, where the true CRM stuff is handled elsewhere > but RT is aware of the workflow. > > So, who does CRM integration with RT? :-) > > Regards, > > -- > Dan Shearer > dan at shearer.org > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston March 5& 6, 2012 -- +-------------------------------------------------------------------+ Petr Hanousek e-mail: petr.hanousek at cesnet.cz MetaCentrum User Support phone: +420 234 680 241 CESNET z.s.p.o. mobile: 606 665 139 location: Zikova 13a, Praha room: 32b Czech Republic +-------------------------------------------------------------------+ From tjrc at sanger.ac.uk Fri Apr 13 04:21:09 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Fri, 13 Apr 2012 09:21:09 +0100 Subject: [rt-users] Forward with Comment In-Reply-To: References: Message-ID: On 12 Apr 2012, at 22:03, Ram wrote: > I must be overlooking something but... I don't see a way to add a note/comment when I forward a ticket or ticket comment. Along the same lines is it possible to attach an existing ticket attachment to a forward or a reply *with* a note/comment? Isn't that what jumbo update page is for? Allows you to make several changes to a ticket simultaneously. 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 pavel.sidlo at topdigital.cz Fri Apr 13 05:01:10 2012 From: pavel.sidlo at topdigital.cz (Pavel Sidlo) Date: Fri, 13 Apr 2012 11:01:10 +0200 Subject: [rt-users] PerlRequire /data/rt3/bin/webmux.pl In-Reply-To: References: Message-ID: <4F87EB56.9000000@topdigital.cz> Hi, I managed to solve exactly the same problem (in my point of view). It was caused by my mistake: 1. installation CentOS 5.x with standard distribution installed Perl -> RT installation and CPAN installation of required Perl modules -> RT is working 2. OS update (CentOS 5.x -> CentOS 5.8) - update of all packages including Perl - this was my point of failure because Perl was after update of RT broken So I uninstalled all distribution Perl packages (forced uninstall so dependencies was broken), deleted remaining Perl directories content, then reinstalled all RPM packages and installed CPAN modules to satisfy RT requierements. Finally I excluded all Perl packages from Yum updating (excludepks=perl* ...). Hope I will help. Regards, Pavel Sidlo Senior IT administrator Top Digital Group s.r.o. Podebradova 2017/61 702 00 Ostrava mobil: +420 775 802 701 e-mail: pavel.sidlo at topdigital.cz helpdesk: helpdesk at topdigital.cz www: www.topdigital.cz Dne 10.4.2012 15:13, testwreq wreq napsal(a): > > I upgraded centos from 5.5 to 5.8 . I am unable to start the http > server. The error in the logs is > *"use" not allowed in expression at /data/rt3/bin/webmux.pl > line 49, at end of line\nsyntax error at > /data/rt3/bin/webmux.pl line 49, near "use > strict"\nBEGIN not safe after errors--compilation aborted at > /data/rt3/bin/webmux.pl line 58.\nCompilation failed > in require at (eval 7) line 1* > If the comment the PerlRequire line in my conf file, I can start the > httpd server. *Any ideas how to fix this?* > > ServerName devrt.cs.stonybrook.edu > DocumentRoot /data/rt3/share/html > AddDefaultCharset UTF-8 > PerlModule Apache::DBI > *PerlRequire /data/rt3/bin/webmux.pl * > > > SetHandler perl-script > PerlHandler RT::Mason > > ErrorLog logs/ssl_error_log > TransferLog logs/ssl_access_log > LogLevel warn > > SSLRequireSSL > > SSLEngine on > SSLProtocol all -SSLv2 > SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW > SSLCACertificateFile > /etc/sslcertificate/devwww_cs_sunysb_edu_interm.cer > SSLCertificateFile > /etc/sslcertificate/devwww_cs_sunysb_edu_cert.cer > SSLCertificateKeyFile /etc/sslcertificate/devwww.cs.sunysb.edu.key > > Thanks much. From ram0502 at gmail.com Fri Apr 13 11:16:52 2012 From: ram0502 at gmail.com (Ram) Date: Fri, 13 Apr 2012 08:16:52 -0700 Subject: [rt-users] Forward with Comment In-Reply-To: References: Message-ID: Thanks Tim but that's not quite what I meant. If I want to forward an attachment from a ticket to an email address and add a note like "check out this file we received" how do I go about it? I can forward tickets or ticket parts (transactions) but I don't see a way to add a note to the forward message. On Fri, Apr 13, 2012 at 1:21 AM, Tim Cutts wrote: > > On 12 Apr 2012, at 22:03, Ram wrote: > > > I must be overlooking something but... I don't see a way to add a > note/comment when I forward a ticket or ticket comment. Along the same > lines is it possible to attach an existing ticket attachment to a forward > or a reply *with* a note/comment? > > Isn't that what jumbo update page is for? Allows you to make several > changes to a ticket simultaneously. > > 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. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjrc at sanger.ac.uk Fri Apr 13 11:36:22 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Fri, 13 Apr 2012 16:36:22 +0100 Subject: [rt-users] Forward with Comment In-Reply-To: References: Message-ID: <873FB6D2-E91F-4D34-9233-966F525AC855@sanger.ac.uk> On 13 Apr 2012, at 16:16, Ram wrote: > Thanks Tim but that's not quite what I meant. > > If I want to forward an attachment from a ticket to an email address and add a note like "check out this file we received" how do I go about it? I can forward tickets or ticket parts (transactions) but I don't see a way to add a note to the forward message. > I can think of a hack way to do it, but you probably wouldn't want to do this in reality; you could create an RTFM article out of the comment/attachment that you want to send, and then send a reply to the ticket using the RTFM article you've just created. Blech. 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 falcone at bestpractical.com Fri Apr 13 11:44:34 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 13 Apr 2012 11:44:34 -0400 Subject: [rt-users] Forward with Comment In-Reply-To: <873FB6D2-E91F-4D34-9233-966F525AC855@sanger.ac.uk> References: <873FB6D2-E91F-4D34-9233-966F525AC855@sanger.ac.uk> Message-ID: <20120413154434.GV8185@jibsheet.com> On Fri, Apr 13, 2012 at 04:36:22PM +0100, Tim Cutts wrote: > > On 13 Apr 2012, at 16:16, Ram wrote: > > > Thanks Tim but that's not quite what I meant. > > > > If I want to forward an attachment from a ticket to an email address and add a note like "check out this file we received" how do I go about it? I can forward tickets or ticket parts (transactions) but I don't see a way to add a note to the forward message. > > > > I can think of a hack way to do it, but you probably wouldn't want to do this in reality; you could create an RTFM article out of the comment/attachment that you want to send, and then send a reply to the ticket using the RTFM article you've just created. Blech. That won't work with actual attachments. The feature Ram has asked about has an open ticket in the issues tracker, I'm not aware of any work on it (modifying the Forward page to allow content inclusion). It shouldn't be hard to set up and I'd love to see a patch for it. Being able to reply to a ticket including arbitrary attachments from other transactions on the ticket is a feature we've been playing with for 4.2, but we don't know if it'll make the cute. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From huston at astro.princeton.edu Fri Apr 13 15:15:03 2012 From: huston at astro.princeton.edu (Steve Huston) Date: Fri, 13 Apr 2012 15:15:03 -0400 Subject: [rt-users] RT 4.0.5 & Extension::ToggleSuperUser Message-ID: <4F887B37.4070002@astro.princeton.edu> I've installed the ToggleSuperUser extension, even cleared the Mason cache, but the toggle "button" is just behind the "Home" and "Tickets" links on the top and nigh impossible to click. Surprisingly I didn't see mention of this on the list archives though.. anyone have a hint? -- Steve Huston - W2SRH - Unix Sysadmin, Astrophysical Sci & CSES/PICSciE Princeton University | ICBM Address: 40.346525 -74.651285 206 Peyton Hall |"On my ship, the Rocinante, wheeling through Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus, (267) 793-0852 | headlong into mystery." -Rush, 'Cygnus X-1' From huston at astro.princeton.edu Fri Apr 13 15:55:24 2012 From: huston at astro.princeton.edu (Steve Huston) Date: Fri, 13 Apr 2012 15:55:24 -0400 Subject: [rt-users] RT 4.0.5 & Extension::ToggleSuperUser In-Reply-To: <4F887B37.4070002@astro.princeton.edu> References: <4F887B37.4070002@astro.princeton.edu> Message-ID: <4F8884AC.3010205@astro.princeton.edu> On 4/13/12 3:15 PM, Steve Huston wrote: > I've installed the ToggleSuperUser extension, even cleared the Mason > cache, but the toggle "button" is just behind the "Home" and "Tickets" > links on the top and nigh impossible to click. Surprisingly I didn't > see mention of this on the list archives though.. anyone have a hint? On second thought, I was able to manually trigger the toggle anyway and this didn't seem to do much of anything; I'm guessing it doesn't work with 4.x at all. -- Steve Huston - W2SRH - Unix Sysadmin, Astrophysical Sci & CSES/PICSciE Princeton University | ICBM Address: 40.346525 -74.651285 206 Peyton Hall |"On my ship, the Rocinante, wheeling through Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus, (267) 793-0852 | headlong into mystery." -Rush, 'Cygnus X-1' From senior.unix at gmail.com Fri Apr 13 17:28:18 2012 From: senior.unix at gmail.com (UnixMan) Date: Fri, 13 Apr 2012 14:28:18 -0700 (PDT) Subject: [rt-users] RT 4.0.5 : rt-email-dashboards cron not working In-Reply-To: <20120412220802.GU8185@jibsheet.com> References: <20120411220458.GQ8185@jibsheet.com> <33678061.post@talk.nabble.com> <20120412205834.GT8185@jibsheet.com> <33678318.post@talk.nabble.com> <20120412220802.GU8185@jibsheet.com> Message-ID: <33684777.post@talk.nabble.com> The test let me see that the host can send out mail. My mail log says it sent too : Apr 13 14:00:03 RTserver sendmail[15698]: q3DI03fJ015698: from=root, size=102528, class=0, nrcpts=1, msgid=<201204131800.q3DI03fJ015698 at RTserver.mydomain.com>, relay=root at localhost Apr 13 14:00:03 RTserver sendmail[15699]: q3DI030J015699: from=, size=102756, class=0, nrcpts=1, msgid=<201204131800.q3DI03fJ015698 at RTserver.mydomain.com>, proto=ESMTP, daemon=MTA, relay=localhost.localdomain [127.0.0.1] Apr 13 14:00:03 RTserver sendmail[15698]: q3DI03fJ015698: to=myuserid at mydomain.com, ctladdr=root (0/0), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=132528, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (q3DI030J015699 Message accepted for delivery) Apr 13 14:00:04 RTserver sendmail[15701]: STARTTLS=client, relay=myrelay.mydomain.com., version=TLSv1/SSLv3, verify=FAIL, cipher=RC4-MD5, bits=128/128 Apr 13 14:00:04 RTserver sendmail[15701]: q3DI030J015699: to=, ctladdr= (0/0), delay=00:00:01, xdelay=00:00:01, mailer=relay, pri=222756, relay=myrelay.mydomain.com. [10.60.7.44], dsn=2.0.0, stat=Sent ( <201204131800.q3DI03fJ015698 at RTserver.mydomain.com> Queued mail for delivery) The line that has the FAIL in it is there on emails that are sent via the normal RT assignments or when I tested it via the command line. Other than that it looks like it sent ok. Kevin Falcone-2 wrote: > > On Thu, Apr 12, 2012 at 02:15:14PM -0700, UnixMan wrote: >> >> Thanks, I ran : # ./rt-email-dashboards --dryrun --all and it returned >> the >> Dashboards that users have subscribed to. This is good as this is what I >> would expect. >> >> When I set a subscription for my userid within RT I see it in the log in >> [debug] mode, and it says it sent it out, but, I don't get an email. >> >> >> [Thu Apr 12 14:02:58 2012] [debug]: Generating dashboard "Scott's NOT >> Resolved" for user "myuserid at mycompany.com": >> (/apps/rt-4.0.5/sbin/../lib/RT/Dashboard/Mailer.pm:226) >> [Thu Apr 12 14:02:59 2012] [debug]: Mailing dashboard "Scott's NOT >> Resolved" >> to user myuserid at mycompany.com >> (/apps/rt-4.0.5/sbin/../lib/RT/Dashboard/Mailer.pm:348) >> [Thu Apr 12 14:02:59 2012] [debug]: Done sending dashboard to >> myuserid at mycompany.com >> (/apps/rt-4.0.5/sbin/../lib/RT/Dashboard/Mailer.pm:359) >> >> >> >> On the command line I run : mailx -v -s "TEST" myuserid at mycompany.com < >> /dev/null and I get the test email. > > Have you looked in your mail logs? > > Just testing with mailx is insufficient, and any mail errors will be > contained in your maillogs, which can also verify if mail was sent. > > -kevin > > > -- View this message in context: http://old.nabble.com/Re%3A-RT-4.0.5-%3A-rt-email-dashboards-cron-not-working-tp33671969p33684777.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Fri Apr 13 19:33:49 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 13 Apr 2012 19:33:49 -0400 Subject: [rt-users] RT 4.0.5 : rt-email-dashboards cron not working In-Reply-To: <33684777.post@talk.nabble.com> References: <20120411220458.GQ8185@jibsheet.com> <33678061.post@talk.nabble.com> <20120412205834.GT8185@jibsheet.com> <33678318.post@talk.nabble.com> <20120412220802.GU8185@jibsheet.com> <33684777.post@talk.nabble.com> Message-ID: <20120413233349.GW8185@jibsheet.com> On Fri, Apr 13, 2012 at 02:28:18PM -0700, UnixMan wrote: > > The test let me see that the host can send out mail. My mail log says it sent > too : > > Apr 13 14:00:03 RTserver sendmail[15698]: q3DI03fJ015698: from=root, > size=102528, class=0, nrcpts=1, > msgid=<201204131800.q3DI03fJ015698 at RTserver.mydomain.com>, > relay=root at localhost > Apr 13 14:00:03 RTserver sendmail[15699]: q3DI030J015699: > from=, size=102756, class=0, nrcpts=1, > msgid=<201204131800.q3DI03fJ015698 at RTserver.mydomain.com>, proto=ESMTP, > daemon=MTA, relay=localhost.localdomain [127.0.0.1] > Apr 13 14:00:03 RTserver sendmail[15698]: q3DI03fJ015698: > to=myuserid at mydomain.com, ctladdr=root (0/0), delay=00:00:00, > xdelay=00:00:00, mailer=relay, pri=132528, relay=[127.0.0.1] [127.0.0.1], > dsn=2.0.0, stat=Sent (q3DI030J015699 Message accepted for delivery) > Apr 13 14:00:04 RTserver sendmail[15701]: STARTTLS=client, > relay=myrelay.mydomain.com., version=TLSv1/SSLv3, verify=FAIL, > cipher=RC4-MD5, bits=128/128 > Apr 13 14:00:04 RTserver sendmail[15701]: q3DI030J015699: > to=, ctladdr= (0/0), > delay=00:00:01, xdelay=00:00:01, mailer=relay, pri=222756, > relay=myrelay.mydomain.com. [10.60.7.44], dsn=2.0.0, stat=Sent ( > <201204131800.q3DI03fJ015698 at RTserver.mydomain.com> Queued mail for > delivery) > > The line that has the FAIL in it is there on emails that are sent via the > normal RT assignments or when I tested it via the command line. And what do the logs on 10.60.7.44 say? You've shown the mail gets off of the RT server, so at this point nothing seems to be RT's fault. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From vance_walsh at concordacademy.org Fri Apr 13 19:33:57 2012 From: vance_walsh at concordacademy.org (Vance Walsh) Date: Fri, 13 Apr 2012 19:33:57 -0400 Subject: [rt-users] AUTO REPLY: Re: RT 4.0.5 : rt-email-dashboards cron not working Message-ID: Vance Walsh has left Concord Academy. For technical assistance, please email tech_support at concordacademy.org For any other matters please contact Bob Koskovich, Director of IT Services, at bob_koskovich at concordacademy.org or 978-402-2290. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Sat Apr 14 04:23:10 2012 From: jvdwege at xs4all.nl (Joop) Date: Sat, 14 Apr 2012 10:23:10 +0200 Subject: [rt-users] RT 4.0.5 & Extension::ToggleSuperUser In-Reply-To: <4F8884AC.3010205@astro.princeton.edu> References: <4F887B37.4070002@astro.princeton.edu> <4F8884AC.3010205@astro.princeton.edu> Message-ID: <4F8933EE.5030605@xs4all.nl> Steve Huston wrote: > On 4/13/12 3:15 PM, Steve Huston wrote: > >> I've installed the ToggleSuperUser extension, even cleared the Mason >> cache, but the toggle "button" is just behind the "Home" and "Tickets" >> links on the top and nigh impossible to click. Surprisingly I didn't >> see mention of this on the list archives though.. anyone have a hint? >> > > On second thought, I was able to manually trigger the toggle anyway and > this didn't seem to do much of anything; I'm guessing it doesn't work > with 4.x at all. > > You could try BecomeUser which would give you the same result and I know that one works. Be sure to download the 4.x compatible version. Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From bogey_63 at yahoo.com Sat Apr 14 13:12:21 2012 From: bogey_63 at yahoo.com (who else) Date: Sat, 14 Apr 2012 10:12:21 -0700 (PDT) Subject: [rt-users] Am a little bit lost with setup of RT In-Reply-To: <20120412155220.GS8185@jibsheet.com> References: <33676210.post@talk.nabble.com> <20120412155220.GS8185@jibsheet.com> Message-ID: <33687430.post@talk.nabble.com> Kevin Falcone-2 wrote: > > On Thu, Apr 12, 2012 at 08:31:22AM -0700, who else wrote: >> >>> Have set up RT before, but i am missing my installation documentation; >>> nowhere to be seen. >>> >>> I have RT up and running on IP adress and Port 8080 with the RT Server. >>> What >>> doesn't work at all is the Mailinterface. He says, he sends mails, but >>> they >>> never arrive, also, Mails i send to RT won't arrive, so i assume there >>> is a >>> problem on that side. > >>You're running on 8080? so you access it as http://example.com:8080 ? >>You're telling mailgate to access it on 80 not 8080. > > I started the rt server with port 8080 and i can only access it with IP > Adress and port 8080, like http://123.456.789.0:8080, i cannot access it > via http://www.example.com:8080. > I gave it another try by using this setting for apache: > > > ### Optional apache logs for RT > ErrorLog /opt/rt4/var/log/apache2.error > TransferLog /opt/rt4/var/log/apache2.access > LogLevel debug > > AddDefaultCharset UTF-8 > > DocumentRoot /opt/rt4/share/html > > Order allow,deny > Allow from all > > SetHandler modperl > PerlResponseHandler Plack::Handler::Apache2 > PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > > use Plack::Handler::Apache2; > Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > > > But that wouldn't work either. I still can only connect via IP Adress. > > The default configuration is like this: > > ServerAdmin webmaster at localhost > > DocumentRoot /var/www > > Options FollowSymLinks > AllowOverride None > > > Options Indexes FollowSymLinks MultiViews > AllowOverride None > Order allow,deny > allow from all > > > ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/ > > AllowOverride None > Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch > Order allow,deny > Allow from all > > > #Include /etc/request-tracker4/apache2-modperl2.conf > > > ErrorLog /var/log/apache2/error.log > > # Possible values include: debug, info, notice, warn, error, crit, > # alert, emerg. > LogLevel warn > > #CustomLog ${APACHE_LOG_DIR}/access.log combined > > Alias /doc/ "/usr/share/doc/" > > Options Indexes MultiViews FollowSymLinks > AllowOverride None > Order deny,allow > Deny from all > Allow from 127.0.0.0/255.0.0.0 ::1/128 > > > > >> I am wondering about the settings for Postfix: >> rt: "|/opt/rt4/bin/rt-mailgate --queue general --action correspond --url >> http://example.com" >> rt-comment: "|/opt/rt4/bin/rt-mailgate --queue general --action comment >> --url http://example.com" >> >> I gave it a shot with fetchmail, but didn't succeed there. >> >> My configuration is: The RT Website should be found under >> http://www.example.com, although i would like to have https instead, but >> i >> want to have it working first, before i am going to experiment with SSL. >> >> Anybody got a list of packages i need besides the deps, i can fix with >> make >> fixdeps? >> Also, how to configure Apache Server? I do not want to have it in a >> subdirectory like http://example.com/rt > > The standard RT documentation in web_deployment.pod describes how to > put it at example.com. > >> Perhaps someone could push me in the right direction, please? Tried to >> find >> a complete, and also uptodate installation documentation for Ubuntu 10.04 >> but haven't found something real helpful. > > -kevin > > Any idea how to get mailgate running? The Mails are not bounced, but i > receive every 5hrs a mail delayed email. > > Thanks for help! > Best > > > > -- View this message in context: http://old.nabble.com/Am-a-little-bit-lost-with-setup-of-RT-tp33676210p33687430.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From rainer at ultra-secure.de Sat Apr 14 15:49:04 2012 From: rainer at ultra-secure.de (Rainer Duffner) Date: Sat, 14 Apr 2012 21:49:04 +0200 Subject: [rt-users] Am a little bit lost with setup of RT In-Reply-To: <33687430.post@talk.nabble.com> References: <33676210.post@talk.nabble.com> <20120412155220.GS8185@jibsheet.com> <33687430.post@talk.nabble.com> Message-ID: <20120414214904.2cb0029c@linux-wb36.example.org> Am Sat, 14 Apr 2012 10:12:21 -0700 (PDT) schrieb who else : > > > Any idea how to get mailgate running? The Mails are not bounced, > > but i receive every 5hrs a mail delayed email. In my experience, it's pretty straighforward to get RT running - provided you do exactly as described in the documentation and (to a certain degree) know what you are doing. I admit, I removed the default vhost from apache completely and I ended up getting this: (RT 3.8) ServerName rt3.domain:443 ServerAdmin admin DocumentRoot "/usr/local/rt38/share/html" AddDefaultCharset UTF-8 Options FollowSymLinks AllowOverride None Order Allow,Deny Allow from all PerlModule Apache::DBI PerlRequire /usr/local/rt38/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason ErrorLog /var/log/apache/rt3-httpd-error.log TransferLog /var/log/apache/rt3-httpd-access.log SSLEngine on SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL SSLCertificateFile /usr/local/etc/apache22/ssl.rt3/server.crt SSLCertificateKeyFile /usr/local/etc/apache22/ssl.rt3/server.key SSLOptions +StdEnvVars SSLOptions +StdEnvVars BrowserMatch ".*MSIE.*" \ nokeepalive ssl-unclean-shutdown \ downgrade-1.0 force-response-1.0 CustomLog /var/log/httpd-ssl_request.log \ "%t %h %{SSL_PROTOCOL}x %{SSL_CIPHER}x \"%r\" %b" I've only installed RT4 in a VM, but the basic apache config is similar, IIRC. Personally, I found fetchmail the easiest to get to run, at the price of inflexibility (you need to define every queue in the fetchmail-config, which may or may not be what you want): #Template # Queue: QUEUE_NAME poll your.pop3.server proto pop3: username QUEUE_NAME password PASSWORD mda \ "/usr/bin/perl /usr/local/rt38/bin/rt-mailgate --url \ https://rt3.domain/ --queue QUEUE_NAME --action correspond" poll your.pop3.server proto pop3: username QUEUE_NAME-comment password PASSWORD mda \ "/usr/bin/perl /usr/local/rt38/bin/rt-mailgate --url \ https://rt3.domain/ --queue QUEUE_NAME --action comment" Obviously, your usernames might be different from your queue-names. All that pulled from the wiki and the mailing-list, back in 2005... I also admit, I run qmail on the rt3-server - because that's the only MTA that I really understand ;-) Rainer From rgm at ast.cam.ac.uk Sun Apr 15 14:27:11 2012 From: rgm at ast.cam.ac.uk (Richard McMahon) Date: Sun, 15 Apr 2012 19:27:11 +0100 (BST) Subject: [rt-users] chart by told time Message-ID: Hello, RT has a time called 'told' or Last Contact time that records the last time a requestor is contacted. I would like to be able to create charts based on this time similar to the charts for the other times. The ability to chart by told/last contact time does not seem to be included in the default set of charts. I have checked on the RT4.0 Demo site. (i) Has anyone coded up this option and could share it? (ii) How would one add the option to an existing installation? (iii) Could it be added to a future RT release? Thanks Richard ------------------------------------------------------------------- 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 cloos at netsandbox.de Mon Apr 16 01:45:04 2012 From: cloos at netsandbox.de (Christian Loos) Date: Mon, 16 Apr 2012 07:45:04 +0200 Subject: [rt-users] RT 4.0.5 bug in Excel export In-Reply-To: <20120411214512.GP8185@jibsheet.com> References: <5CCC8624-7C1D-4E88-BDDC-C242C4CFAAF5@sanger.ac.uk> <20120411145053.GN8185@jibsheet.com> <20D1B0BD-2517-4710-919B-3A9A647D3632@sanger.ac.uk> <4F85F9F4.9010704@netsandbox.de> <20120411214512.GP8185@jibsheet.com> Message-ID: <4F8BB1E0.6010602@netsandbox.de> Am 11.04.2012 23:45, schrieb Kevin Falcone: > I don't think you replied to my reply: > http://article.gmane.org/gmane.comp.bug-tracking.request-tracker.devel/6256 > or filed a bug with an updated patch with a commit message that > explained the problem. The patch already contains an commit message that explain the problem and I don't know what I should describe more. -Chris From ghilt at shadowprojects.org Mon Apr 16 09:16:08 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Mon, 16 Apr 2012 15:16:08 +0200 Subject: [rt-users] Update user email using REST API in PHP Message-ID: <4F8C1B98.90309@shadowprojects.org> Hello, Could someone give me an example to update an user email using REST API in PHP please ? I didn't find anything in the wiki or using Google. Regards, -- Guillaume Hilt From ruz at bestpractical.com Mon Apr 16 10:28:43 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 16 Apr 2012 18:28:43 +0400 Subject: [rt-users] chart by told time In-Reply-To: References: Message-ID: On Sun, Apr 15, 2012 at 22:27, Richard McMahon wrote: > > Hello, > > > RT has a time called 'told' or Last Contact time that records the last time > a requestor is contacted. I would like to be able to create charts based on > this time similar to the charts for the other times. The ability to chart by > told/last contact time does not seem to be included in the default set of > charts. I have checked on the RT4.0 Demo site. > > (i) Has anyone coded up this option and could share it? > > (ii) How would one add the option to an existing installation? > > (iii) Could it be added to a future RT release? It's really very easy to add and master branch has it. You need one word change 3d2b69c3dc80abbad4278cb171639cd87c82ea6c from RT repository. We just missed it when added other date fields. > > Thanks Richard > > > > > > ------------------------------------------------------------------- > ?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 > ------------------------------------------------------------------- -- Best regards, Ruslan. From CLasater at taleo.com Mon Apr 16 11:37:58 2012 From: CLasater at taleo.com (Christopher Lasater) Date: Mon, 16 Apr 2012 11:37:58 -0400 Subject: [rt-users] chart by told time In-Reply-To: Message-ID: <23037DC22CE8C3428E7636883099F1AABA445EC4E4@JXVXMP01.wwcorp.net> Will this be added to a future version of RT, like 4.0.6? ----- Original Message ----- From: Ruslan Zakirov [mailto:ruz at bestpractical.com] Sent: Monday, April 16, 2012 10:28 AM To: Richard McMahon Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] chart by told time On Sun, Apr 15, 2012 at 22:27, Richard McMahon wrote: > > Hello, > > > RT has a time called 'told' or Last Contact time that records the last time > a requestor is contacted. I would like to be able to create charts based on > this time similar to the charts for the other times. The ability to chart by > told/last contact time does not seem to be included in the default set of > charts. I have checked on the RT4.0 Demo site. > > (i) Has anyone coded up this option and could share it? > > (ii) How would one add the option to an existing installation? > > (iii) Could it be added to a future RT release? It's really very easy to add and master branch has it. You need one word change 3d2b69c3dc80abbad4278cb171639cd87c82ea6c from RT repository. We just missed it when added other date fields. > > Thanks Richard > > > > > > ------------------------------------------------------------------- > ?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 > ------------------------------------------------------------------- -- Best regards, Ruslan. From ruz at bestpractical.com Mon Apr 16 11:53:05 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 16 Apr 2012 19:53:05 +0400 Subject: [rt-users] chart by told time In-Reply-To: <23037DC22CE8C3428E7636883099F1AABA445EC4E4@JXVXMP01.wwcorp.net> References: <23037DC22CE8C3428E7636883099F1AABA445EC4E4@JXVXMP01.wwcorp.net> Message-ID: On Mon, Apr 16, 2012 at 19:37, Christopher Lasater wrote: > Will this be added to a future version of RT, like 4.0.6? Repo says it's in RT 4.0.5 > > ----- Original Message ----- > From: Ruslan Zakirov [mailto:ruz at bestpractical.com] > Sent: Monday, April 16, 2012 10:28 AM > To: Richard McMahon > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] chart by told time > > On Sun, Apr 15, 2012 at 22:27, Richard McMahon wrote: >> >> Hello, >> >> >> RT has a time called 'told' or Last Contact time that records the last time >> a requestor is contacted. I would like to be able to create charts based on >> this time similar to the charts for the other times. The ability to chart by >> told/last contact time does not seem to be included in the default set of >> charts. I have checked on the RT4.0 Demo site. >> >> (i) Has anyone coded up this option and could share it? >> >> (ii) How would one add the option to an existing installation? >> >> (iii) Could it be added to a future RT release? > > It's really very easy to add and master branch has it. You need one > word change 3d2b69c3dc80abbad4278cb171639cd87c82ea6c from RT > repository. We just missed it when added other date fields. > >> >> Thanks Richard >> >> >> >> >> >> ------------------------------------------------------------------- >> ?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 >> ------------------------------------------------------------------- > > > > -- > Best regards, Ruslan. -- Best regards, Ruslan. From rgm at ast.cam.ac.uk Mon Apr 16 12:11:29 2012 From: rgm at ast.cam.ac.uk (Richard McMahon) Date: Mon, 16 Apr 2012 17:11:29 +0100 (BST) Subject: [rt-users] chart by told time In-Reply-To: References: <23037DC22CE8C3428E7636883099F1AABA445EC4E4@JXVXMP01.wwcorp.net> Message-ID: Hi, The Easter Egg Demo sites do not seem to have it. http://rt.easter-eggs.org/demos/ The footer on the Dashboard for both 4.0 and 4.2 Testing release (4.2 trunk): 4.0.0rc4-22-g4e177bb Stable release (4.0 trunk): 4.0.0rc4-22-g4e177bb r. On Mon, 16 Apr 2012, Ruslan Zakirov wrote: > Date: Mon, 16 Apr 2012 19:53:05 +0400 > From: Ruslan Zakirov > To: Christopher Lasater > Cc: "rgm at ast.cam.ac.uk" , > "rt-users at lists.bestpractical.com" > Subject: Re: [rt-users] chart by told time > > On Mon, Apr 16, 2012 at 19:37, Christopher Lasater wrote: >> Will this be added to a future version of RT, like 4.0.6? > > Repo says it's in RT 4.0.5 > > >> >> ----- Original Message ----- >> From: Ruslan Zakirov [mailto:ruz at bestpractical.com] >> Sent: Monday, April 16, 2012 10:28 AM >> To: Richard McMahon >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] chart by told time >> >> On Sun, Apr 15, 2012 at 22:27, Richard McMahon wrote: >>> >>> Hello, >>> >>> >>> RT has a time called 'told' or Last Contact time that records the last time >>> a requestor is contacted. I would like to be able to create charts based on >>> this time similar to the charts for the other times. The ability to chart by >>> told/last contact time does not seem to be included in the default set of >>> charts. I have checked on the RT4.0 Demo site. >>> >>> (i) Has anyone coded up this option and could share it? >>> >>> (ii) How would one add the option to an existing installation? >>> >>> (iii) Could it be added to a future RT release? >> >> It's really very easy to add and master branch has it. You need one >> word change 3d2b69c3dc80abbad4278cb171639cd87c82ea6c from RT >> repository. We just missed it when added other date fields. >> >>> >>> Thanks Richard >>> >>> >>> >>> >>> >>> ------------------------------------------------------------------- >>> ?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 >>> ------------------------------------------------------------------- >> >> >> >> -- >> Best regards, Ruslan. > > > > -- ------------------------------------------------------------------- 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 trs at bestpractical.com Mon Apr 16 12:25:29 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 16 Apr 2012 12:25:29 -0400 Subject: [rt-users] chart by told time In-Reply-To: References: <23037DC22CE8C3428E7636883099F1AABA445EC4E4@JXVXMP01.wwcorp.net> Message-ID: <4F8C47F9.9000804@bestpractical.com> On 04/16/2012 12:11 PM, Richard McMahon wrote: > Hi, The Easter Egg Demo sites do not seem to have it. > > http://rt.easter-eggs.org/demos/ These are unofficial demo sites run by an RT contributor. > The footer on the Dashboard for both 4.0 and 4.2 > > Testing release (4.2 trunk): 4.0.0rc4-22-g4e177bb > Stable release (4.0 trunk): 4.0.0rc4-22-g4e177bb Those versions are over a year old. From elacour at easter-eggs.com Mon Apr 16 12:32:29 2012 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 16 Apr 2012 18:32:29 +0200 Subject: [rt-users] chart by told time In-Reply-To: References: <23037DC22CE8C3428E7636883099F1AABA445EC4E4@JXVXMP01.wwcorp.net> Message-ID: <4F8C499D.4080409@easter-eggs.com> On 16/04/2012 18:11, Richard McMahon wrote: > > Hi, The Easter Egg Demo sites do not seem to have it. > > http://rt.easter-eggs.org/demos/ > > yes, this is pretty outdated :( I'm going to update this soon ... lack of times those days/weeks/months :( From elacour at easter-eggs.com Mon Apr 16 12:48:09 2012 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 16 Apr 2012 18:48:09 +0200 Subject: [rt-users] chart by told time In-Reply-To: <4F8C499D.4080409@easter-eggs.com> References: <23037DC22CE8C3428E7636883099F1AABA445EC4E4@JXVXMP01.wwcorp.net> <4F8C499D.4080409@easter-eggs.com> Message-ID: <4F8C4D49.50301@easter-eggs.com> On 16/04/2012 18:32, Emmanuel Lacour wrote: > On 16/04/2012 18:11, Richard McMahon wrote: >> >> Hi, The Easter Egg Demo sites do not seem to have it. >> >> http://rt.easter-eggs.org/demos/ >> >> > > yes, this is pretty outdated :( > > I'm going to update this soon ... lack of times those days/weeks/months :( > 4.0 demo is now at current git 4.0-trunk. From rgm at ast.cam.ac.uk Mon Apr 16 13:23:24 2012 From: rgm at ast.cam.ac.uk (Richard McMahon) Date: Mon, 16 Apr 2012 18:23:24 +0100 (BST) Subject: [rt-users] chart by told time In-Reply-To: <4F8C4D49.50301@easter-eggs.com> References: <23037DC22CE8C3428E7636883099F1AABA445EC4E4@JXVXMP01.wwcorp.net> <4F8C499D.4080409@easter-eggs.com> <4F8C4D49.50301@easter-eggs.com> Message-ID: Thanks, Charts by Told Time are available. r. On Mon, 16 Apr 2012, Emmanuel Lacour wrote: > Date: Mon, 16 Apr 2012 18:48:09 +0200 > From: Emmanuel Lacour > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] chart by told time > > On 16/04/2012 18:32, Emmanuel Lacour wrote: >> On 16/04/2012 18:11, Richard McMahon wrote: >>> >>> Hi, The Easter Egg Demo sites do not seem to have it. >>> >>> http://rt.easter-eggs.org/demos/ >>> >>> >> >> yes, this is pretty outdated :( >> >> I'm going to update this soon ... lack of times those days/weeks/months :( >> > > 4.0 demo is now at current git 4.0-trunk. > -- ------------------------------------------------------------------- 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 kenn.crocker at gmail.com Mon Apr 16 15:35:53 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Mon, 16 Apr 2012 12:35:53 -0700 Subject: [rt-users] Summary of time worked by user In-Reply-To: References: Message-ID: Joshua, In the 3.8 version, I believe there was a TIme Worked extension that did this ondisplay. I do not know if this is available for 4.0. Check the wiki for that extension and ask the author if there is a 4.0 version. Kenn On Tue, Apr 10, 2012 at 12:28 PM, Joshua Laroff wrote: > Hello, > On ticket resolution we use a template that returns a summary of the > ticket. In this template we display the total time worked. > Is there any way I can get the total time worked by user to also be > displayed? What is the best way to grab this data? > > Thanks > JL > -------------- next part -------------- An HTML attachment was scrubbed... URL: From misilot at fit.edu Mon Apr 16 19:50:36 2012 From: misilot at fit.edu (Thomas Misilo) Date: Mon, 16 Apr 2012 19:50:36 -0400 Subject: [rt-users] Ignore emails not from specific domains Message-ID: Hi, I was wondering if it is possible to setup RT 4.0.5 to ignore all domains except certain ones? Thanks, Tom -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjrc at sanger.ac.uk Tue Apr 17 04:48:49 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Tue, 17 Apr 2012 09:48:49 +0100 Subject: [rt-users] Ignore emails not from specific domains In-Reply-To: References: Message-ID: <41EA32EC-CFCA-4B36-91F1-3DE7C845DC67@sanger.ac.uk> On 17 Apr 2012, at 00:50, Thomas Misilo wrote: > Hi, > > I was wondering if it is possible to setup RT 4.0.5 to ignore all domains except certain ones? > I'd do that by configuring your MTA to do it, rather than RT. 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 roger.obeid at gmail.com Tue Apr 17 06:57:21 2012 From: roger.obeid at gmail.com (Roger Obeid) Date: Tue, 17 Apr 2012 13:57:21 +0300 Subject: [rt-users] Full text search keyword Message-ID: Hi, Is their a way to set the simple search in RT to do a full text search by default without typing the "fulltext" keyword ? I am using RT 4.0.4 with PostgreSQL. Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjrc at sanger.ac.uk Tue Apr 17 09:10:29 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Tue, 17 Apr 2012 14:10:29 +0100 Subject: [rt-users] RT and Tableau Message-ID: Has anyone used Tableau to generate reports from RT? We've got lots of users asking for it, and I was wondering whether anyone else has already done it. 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 Fergus.McMenemie at arm.com Tue Apr 17 09:16:41 2012 From: Fergus.McMenemie at arm.com (Fergus McMenemie) Date: Tue, 17 Apr 2012 14:16:41 +0100 Subject: [rt-users] Getting a HTTP POST to return info on the created ticket Message-ID: <80D6EFE2711DED4189C7C8F0430BFEA859D754658C@BUNGLE.Emea.Arm.com> Hi, We are using RT 3.8.1 I am a definitely a RT newbie but have managed to generate a number of CGI forms that end up submitting an RT ticket into RT using the HTTP POST method. Works great. However the only response I appear to get back is the HTTP success status code. Nothing else. I would love the POST operation to return back the RT number for the ticket I have created. This would allow me to attach the RT ticket number to other files, logs and SVN operations the CGI scripts mess with. How do I get the HTTP POST to return information on the created ticket. Thanks in advance. Fergus. -- IMPORTANT NOTICE: The contents of this email and any attachments are confidential and may also be privileged. If you are not the intended recipient, please notify the sender immediately and do not disclose the contents to any other person, use it for any purpose, or store or copy the information in any medium. Thank you. From trs at bestpractical.com Tue Apr 17 10:06:30 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 17 Apr 2012 10:06:30 -0400 Subject: [rt-users] Getting a HTTP POST to return info on the created ticket In-Reply-To: <80D6EFE2711DED4189C7C8F0430BFEA859D754658C@BUNGLE.Emea.Arm.com> References: <80D6EFE2711DED4189C7C8F0430BFEA859D754658C@BUNGLE.Emea.Arm.com> Message-ID: <4F8D78E6.9030100@bestpractical.com> On 04/17/2012 09:16 AM, Fergus McMenemie wrote: > I am a definitely a RT newbie but have managed to generate a number of > CGI forms that end up submitting an RT ticket into RT using the HTTP > POST method. Works great. However the only response I appear to get back > is the HTTP success status code. Nothing else. > > I would love the POST operation to return back the RT number for the ticket > I have created. This would allow me to attach the RT ticket number to other > files, logs and SVN operations the CGI scripts mess with. > > How do I get the HTTP POST to return information on the created ticket. What URL are you posting to? Are you using the REST interface or the normal web interface? From Fergus.McMenemie at arm.com Tue Apr 17 10:22:40 2012 From: Fergus.McMenemie at arm.com (Fergus McMenemie) Date: Tue, 17 Apr 2012 15:22:40 +0100 Subject: [rt-users] Getting a HTTP POST to return info on the created ticket In-Reply-To: <4F8D78E6.9030100@bestpractical.com> References: <80D6EFE2711DED4189C7C8F0430BFEA859D754658C@BUNGLE.Emea.Arm.com> <4F8D78E6.9030100@bestpractical.com> Message-ID: <80D6EFE2711DED4189C7C8F0430BFEA859D75465D3@BUNGLE.Emea.Arm.com> -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: 17 April 2012 15:07 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Getting a HTTP POST to return info on the created ticket On 04/17/2012 09:16 AM, Fergus McMenemie wrote: > I am a definitely a RT newbie but have managed to generate a number of > CGI forms that end up submitting an RT ticket into RT using the HTTP > POST method. Works great. However the only response I appear to get back > is the HTTP success status code. Nothing else. > > I would love the POST operation to return back the RT number for the ticket > I have created. This would allow me to attach the RT ticket number to other > files, logs and SVN operations the CGI scripts mess with. > > How do I get the HTTP POST to return information on the created ticket. What URL are you posting to? Are you using the REST interface or the normal web interface? Hmm, not sure. I thought I was using the POST interface. As far as RT is concerned is POST The same as REST? my $ua = LWP::UserAgent->new; $ua->credentials( $RThost, 'OUR Internal Request System', $RTusername, $RTpassword ); my $response = $ua->post( "http://$RThost/SelfService/Create.html", 'Content_Type' => 'form-data', 'Content' => [ 'id' => "new", 'Queue' => $RTqueue, 'Requestors-Value' => $ENV{"REMOTE_USER"}, 'Cc-Value' => join( ",", @recipients ), 'Subject' => $RTsubject, 'ContentType' => "text/plain;charset='utf-8'", 'Content' => join( "", @message ), 'ArmPriority' => "ST", 'ArmPriorityDue' => "", 'ArmPSJustify' => "", 'FCKeditorEncoded' => "1", 'Object-RT::Ticket--CustomField-101-Values-Magic' => "1", 'Object-RT::Ticket--CustomField-101-Values' => "Normal", 'Object-RT::Ticket--CustomField-102-Values-Magic' => "1", 'Object-RT::Ticket--CustomField-102-Values' => "DocSupport", 'Attach' => [ undef, '', 'Content-Type' => "application/octet-stream", 'Content' => "", ], ] ); -- IMPORTANT NOTICE: The contents of this email and any attachments are confidential and may also be privileged. If you are not the intended recipient, please notify the sender immediately and do not disclose the contents to any other person, use it for any purpose, or store or copy the information in any medium. Thank you. From rjones at eggycrew.com Tue Apr 17 11:15:14 2012 From: rjones at eggycrew.com (Russell Jones) Date: Tue, 17 Apr 2012 10:15:14 -0500 Subject: [rt-users] Personal "Outgoing Mail" setting Message-ID: <4F8D8902.8070902@eggycrew.com> Hi all, I can't seem to figure out how to change the default for the "Outgoing Mail" setting to be "Yes" instead of "No". Any assistance with pointing me in the right direction would be greatly appreciated! Thanks! From davidtg at u.washington.edu Tue Apr 17 11:20:33 2012 From: davidtg at u.washington.edu (David T. Grayston) Date: Tue, 17 Apr 2012 15:20:33 +0000 Subject: [rt-users] SelfService redirect to New Ticket Message-ID: <07A5F0ABA6ABCE488CF01BB872138FEB2B1ABB@uwit-mbx07.exchange.washington.edu> Hi all, I'm new to RT and we're in the process of evaluating and setting up RT (v4.0.1/Ubuntu) - one suggestion I got was if the SelfService site for unprivileged users would first land on the Create New Ticket vs Open Tickets page. I poked around the /share/html/SelfService and see that the Open Tickets is the index page and the tab/menus reflect this also. I think could change that (make Create New Ticket the index page) but I was considering that changing the initial redirect only would be better. But I can't seem to find if there is a configuration setting or where in the code this redirect to SelfService happens. Any suggestions on this customization or where to possibly modify the redirect to the SelfService page is appreciated. David ------------------------------------------------------------------ David T. Grayston Systems & Database Administrator University of Washington School of Public Health Office of the Dean -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Apr 17 12:00:11 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 17 Apr 2012 12:00:11 -0400 Subject: [rt-users] Am a little bit lost with setup of RT In-Reply-To: <33687430.post@talk.nabble.com> References: <33676210.post@talk.nabble.com> <20120412155220.GS8185@jibsheet.com> <33687430.post@talk.nabble.com> Message-ID: <20120417160011.GX8185@jibsheet.com> On Sat, Apr 14, 2012 at 10:12:21AM -0700, who else wrote: > > > > Any idea how to get mailgate running? The Mails are not bounced, but i > > receive every 5hrs a mail delayed email. What's in your mail logs. What's in your RT logs. Also, you didn't reply to my earlier note that you're running RT on one port and connecting rt-mailgate to another port. -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 Apr 17 12:01:27 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 17 Apr 2012 12:01:27 -0400 Subject: [rt-users] RT 4.0.5 bug in Excel export In-Reply-To: <4F8BB1E0.6010602@netsandbox.de> References: <5CCC8624-7C1D-4E88-BDDC-C242C4CFAAF5@sanger.ac.uk> <20120411145053.GN8185@jibsheet.com> <20D1B0BD-2517-4710-919B-3A9A647D3632@sanger.ac.uk> <4F85F9F4.9010704@netsandbox.de> <20120411214512.GP8185@jibsheet.com> <4F8BB1E0.6010602@netsandbox.de> Message-ID: <20120417160127.GY8185@jibsheet.com> On Mon, Apr 16, 2012 at 07:45:04AM +0200, Christian Loos wrote: > Am 11.04.2012 23:45, schrieb Kevin Falcone: > >I don't think you replied to my reply: > >http://article.gmane.org/gmane.comp.bug-tracking.request-tracker.devel/6256 > >or filed a bug with an updated patch with a commit message that > >explained the problem. > > The patch already contains an commit message that explain the > problem and I don't know what I should describe more. If you believe your commit is complete, please submit it somewhere to be applied. The bugtracker or a github pull request are much better than the archives of rt-devel. -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 Apr 17 12:07:16 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 17 Apr 2012 12:07:16 -0400 Subject: [rt-users] Personal "Outgoing Mail" setting In-Reply-To: <4F8D8902.8070902@eggycrew.com> References: <4F8D8902.8070902@eggycrew.com> Message-ID: <20120417160716.GZ8185@jibsheet.com> On Tue, Apr 17, 2012 at 10:15:14AM -0500, Russell Jones wrote: > I can't seem to figure out how to change the default for the > "Outgoing Mail" setting to be "Yes" instead of "No". Any assistance > with pointing me in the right direction would be greatly > appreciated! 'Should RT send you mail for ticket updates you make?' is controlled by the NotifyActor setting. Turning it on/off doesn't turn mail on/off, it just changes whether or not you get email for actions you do, but you can read more about it in the config. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From yan at seiner.com Tue Apr 17 12:02:32 2012 From: yan at seiner.com (Yan Seiner) Date: Tue, 17 Apr 2012 09:02:32 -0700 (PDT) Subject: [rt-users] Upgrade to 4.05 broke search editing Message-ID: <663b1d5b28aef961090f7df13f024019.squirrel@mail.seiner.com> We recently upgraded from 4.02 to 4.05. This has broken our ability to edit our custom searches. We can still use the searches, and they produce valid results, we just cannot edit them and cannot create new searches. Here's an example of an existing search: Queue = 'Water Close-Out' AND CF.{Work-State} = 'Pending Invoices' It produces the correct results when run. However, when we try to edit it, it produces the following error when we try to use "advanced" editing: Wrong query, expecting a OPERATOR in 'Queue = 'Water Close-Out' AND CF.{Work->State}<--here = 'Pending Invoices'' And if we try to create a new search, it refuses to accept the CF.{Work-State} = 'Pending Invoices' >From looking at the behavior, the sql editor in 4.05 is having trouble with the '-' in Work-State. Is this illegal RT-SQL or is the editor in 4.05 broken? -- On two occasions I have been asked,?"Pray, Mr. Babbage, if you put into the machine wrong figures, will the right answers come out?" ... I am not able rightly to apprehend the kind of confusion of ideas that could provoke such a question. ?Charles Babbage, Inventor of the computer, 1864 From trs at bestpractical.com Tue Apr 17 12:28:58 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 17 Apr 2012 12:28:58 -0400 Subject: [rt-users] Upgrade to 4.05 broke search editing In-Reply-To: <663b1d5b28aef961090f7df13f024019.squirrel@mail.seiner.com> References: <663b1d5b28aef961090f7df13f024019.squirrel@mail.seiner.com> Message-ID: <4F8D9A4A.8020203@bestpractical.com> On 04/17/2012 12:02 PM, Yan Seiner wrote: > Wrong query, expecting a OPERATOR in 'Queue = 'Water Close-Out' AND > CF.{Work->State}<--here = 'Pending Invoices'' > > And if we try to create a new search, it refuses to accept the > > CF.{Work-State} = 'Pending Invoices' > > From looking at the behavior, the sql editor in 4.05 is having trouble > with the '-' in Work-State. Is this illegal RT-SQL or is the editor in > 4.05 broken? 'CF.{Work-State}' = 'Pending Invoices' From yan at seiner.com Tue Apr 17 13:23:09 2012 From: yan at seiner.com (Yan Seiner) Date: Tue, 17 Apr 2012 10:23:09 -0700 (PDT) Subject: [rt-users] Upgrade to 4.05 broke search editing In-Reply-To: <4F8D9A4A.8020203@bestpractical.com> References: <663b1d5b28aef961090f7df13f024019.squirrel@mail.seiner.com> <4F8D9A4A.8020203@bestpractical.com> Message-ID: On Tue, April 17, 2012 9:28 am, Thomas Sibley wrote: > On 04/17/2012 12:02 PM, Yan Seiner wrote: >> Wrong query, expecting a OPERATOR in 'Queue = 'Water Close-Out' AND >> CF.{Work->State}<--here = 'Pending Invoices'' >> >> And if we try to create a new search, it refuses to accept the >> >> CF.{Work-State} = 'Pending Invoices' >> >> From looking at the behavior, the sql editor in 4.05 is having trouble >> with the '-' in Work-State. Is this illegal RT-SQL or is the editor in >> 4.05 broken? > > 'CF.{Work-State}' = 'Pending Invoices' The single quotes do solve one of the problems but on further testing it seems to be an editor problem. Not sure if this was in 4.02 as well. To reproduce: Tickets -> New Search Select Queue click on Add These Items Select a Work-State Click on Add These Items The correct search will appear in the Current Search pane: Queue = 'Water Close-Out' AND 'CF.{Work-State}' LIKE 'Pending Drawings Reconciliation' However, on clicking on the "Advanced" tab it only shows the Queue = "xxxx" part. Now: Tickets -> New Search Select Queue Select Work-State Click on Add These Items Again, the correct search will appear in the Current Search pane, and clicking Advanced brings up the whole search. 'CF.{Work-State}' LIKE 'Pending Drawings Reconciliation' AND Queue = 'Water Close-Out' The only thing I can think of is that the order of the search items is reversed. This is reproducible both in Firefox and Chrome. Our old searches that "lead" with the Queue = 'xxx' and are followed by the CF{Work-State} are failing to edit using the advanced tab. -- On two occasions I have been asked,?"Pray, Mr. Babbage, if you put into the machine wrong figures, will the right answers come out?" ... I am not able rightly to apprehend the kind of confusion of ideas that could provoke such a question. ?Charles Babbage, Inventor of the computer, 1864 From trs at bestpractical.com Tue Apr 17 13:35:16 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 17 Apr 2012 13:35:16 -0400 Subject: [rt-users] Upgrade to 4.05 broke search editing In-Reply-To: References: <663b1d5b28aef961090f7df13f024019.squirrel@mail.seiner.com> <4F8D9A4A.8020203@bestpractical.com> Message-ID: <4F8DA9D4.2000701@bestpractical.com> On 04/17/2012 01:23 PM, Yan Seiner wrote: > The single quotes do solve one of the problems but on further testing it > seems to be an editor problem. Not sure if this was in 4.02 as well. > > To reproduce: > > Tickets -> New Search > > Select Queue > > click on Add These Items > > Select a Work-State > > Click on Add These Items > > The correct search will appear in the Current Search pane: > > Queue = 'Water Close-Out' AND 'CF.{Work-State}' LIKE 'Pending Drawings > Reconciliation' > > However, on clicking on the "Advanced" tab it only shows the Queue = > "xxxx" part. I can't reproduce this. Have you cleared your mason cache since upgrading? What local customizations do you have? (Particularly with regard to the menus.) Thomas From yan at seiner.com Tue Apr 17 13:52:26 2012 From: yan at seiner.com (Yan Seiner) Date: Tue, 17 Apr 2012 10:52:26 -0700 (PDT) Subject: [rt-users] Upgrade to 4.05 broke search editing In-Reply-To: <4F8DA9D4.2000701@bestpractical.com> References: <663b1d5b28aef961090f7df13f024019.squirrel@mail.seiner.com> <4F8D9A4A.8020203@bestpractical.com> <4F8DA9D4.2000701@bestpractical.com> Message-ID: <511732289505094c42639d697bc403d2.squirrel@mail.seiner.com> On Tue, April 17, 2012 10:35 am, Thomas Sibley wrote: > On 04/17/2012 01:23 PM, Yan Seiner wrote: >> However, on clicking on the "Advanced" tab it only shows the Queue = >> "xxxx" part. > > I can't reproduce this. Have you cleared your mason cache since > upgrading? What local customizations do you have? (Particularly with > regard to the menus.) Right in one. I had a html/Elements/Tabs in my local tree from 4.02. Seems to be fixed now. -- On two occasions I have been asked,?"Pray, Mr. Babbage, if you put into the machine wrong figures, will the right answers come out?" ... I am not able rightly to apprehend the kind of confusion of ideas that could provoke such a question. ?Charles Babbage, Inventor of the computer, 1864 From tjrc at sanger.ac.uk Tue Apr 17 14:32:21 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Tue, 17 Apr 2012 19:32:21 +0100 Subject: [rt-users] Upgrade to 4.05 broke search editing In-Reply-To: <663b1d5b28aef961090f7df13f024019.squirrel@mail.seiner.com> References: <663b1d5b28aef961090f7df13f024019.squirrel@mail.seiner.com> Message-ID: <32571084-C4C7-4B32-B933-700853721B07@sanger.ac.uk> There's also a known bug in this area too, which is fixed in the up-coming 4.0.6: http://issues.bestpractical.com/Ticket/Display.html?id=19567 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 trs at bestpractical.com Tue Apr 17 14:35:53 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 17 Apr 2012 14:35:53 -0400 Subject: [rt-users] Getting a HTTP POST to return info on the created ticket In-Reply-To: <80D6EFE2711DED4189C7C8F0430BFEA859D75465D3@BUNGLE.Emea.Arm.com> References: <80D6EFE2711DED4189C7C8F0430BFEA859D754658C@BUNGLE.Emea.Arm.com> <4F8D78E6.9030100@bestpractical.com> <80D6EFE2711DED4189C7C8F0430BFEA859D75465D3@BUNGLE.Emea.Arm.com> Message-ID: <4F8DB809.4010709@bestpractical.com> On 04/17/2012 10:22 AM, Fergus McMenemie wrote: > Hmm, not sure. I thought I was using the POST interface. As far as RT > is concerned is POST The same as REST? POST is a generic HTTP verb, not an interface. You're POSTing (making an HTTP request) to the normal RT self service pages designed for end users, not custom scripts. You probably want to use the REST endpoints RT provides, otherwise you get to parse the response headers or HTML for the ticket number and errors. http://wiki.bestpractical.com/view/REST > my $ua = LWP::UserAgent->new; > $ua->credentials( $RThost, 'OUR Internal Request System', $RTusername, $RTpassword ); > my $response = $ua->post( > "http://$RThost/SelfService/Create.html", [snip] Have you looked at $response->decoded_content? Read `perldoc HTTP::Response` for what $response is. From peixoto.francis at gmail.com Tue Apr 17 15:34:32 2012 From: peixoto.francis at gmail.com (Francis Peixoto) Date: Tue, 17 Apr 2012 15:34:32 -0400 Subject: [rt-users] dependencies and SQL queries Message-ID: Hello, I'm using RT as a project management work tracking tool and I'm leveraging a DBI query plugin in twiki to generate a dashboard of ongoing projects. I create a main ticket as my master project timeline and I generate child tickets for each deliverable in my WBS. I have been trying to find a way to generate a query where I can properly display a parent "project" and list all child "tasks" with their appropriate properties, but I can't seem to find the proper way. mind you, I don't have direct DB access, so I'm closed in to the DBI query plugin. if there's some specific value I can call that represents that relationship, then I can go from there, but I can't find any information in the documentation. thanks, Francis Peixoto Montr?al, QC Tel : (514) 525-4298 http://www.linkedin.com/in/fpeixoto From falcone at bestpractical.com Tue Apr 17 21:22:30 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 17 Apr 2012 21:22:30 -0400 Subject: [rt-users] dependencies and SQL queries In-Reply-To: References: Message-ID: <20120418012230.GA8185@jibsheet.com> On Tue, Apr 17, 2012 at 03:34:32PM -0400, Francis Peixoto wrote: > I'm using RT as a project management work tracking tool and I'm > leveraging a DBI query plugin in twiki to generate a dashboard of > ongoing projects. > > I create a main ticket as my master project timeline and I generate > child tickets for each deliverable in my WBS. > > I have been trying to find a way to generate a query where I can > properly display a parent "project" and list all child "tasks" with > their appropriate properties, but I can't seem to find the proper way. > > mind you, I don't have direct DB access, so I'm closed in to the DBI > query plugin. > > if there's some specific value I can call that represents that > relationship, then I can go from there, but I can't find any > information in the documentation. I'm not sure I understand how you're using a DBI plugin (which presumably provides direct DB access using the DBI perl module) but don't have direct DB access. The information you're looking for is in the Links table, which you should be able to write SQL to find. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From bogey_63 at yahoo.com Wed Apr 18 00:58:13 2012 From: bogey_63 at yahoo.com (who else) Date: Tue, 17 Apr 2012 21:58:13 -0700 (PDT) Subject: [rt-users] Am a little bit lost with setup of RT In-Reply-To: <20120417160011.GX8185@jibsheet.com> References: <33676210.post@talk.nabble.com> <20120412155220.GS8185@jibsheet.com> <33687430.post@talk.nabble.com> <20120417160011.GX8185@jibsheet.com> Message-ID: <33705772.post@talk.nabble.com> Kevin Falcone-2 wrote: > > On Sat, Apr 14, 2012 at 10:12:21AM -0700, who else wrote: >> > >> > Any idea how to get mailgate running? The Mails are not bounced, but i >> > receive every 5hrs a mail delayed email. > > What's in your mail logs. > What's in your RT logs. > > Also, you didn't reply to my earlier note that you're running RT on > one port and connecting rt-mailgate to another port. > > -kevin > > > Hi Kevin, i was trying some other suggestions, so i can now give an update: There are two logfiles in /opt/rt4/var/logs; these contain only zlib messages and failed logins; i received a bunch of connection timed out emails, of my test mails. Mail logs contain entries like: mail.info: connect from disconnect from lost connection from On the domain side: I started the rt server with port 8080 and i can only access it with IP Adress and port 8080, like http://123.456.789.0:8080, i cannot access it via http://www.example.com:8080. I gave it another try by using this setting for apache: ### Optional apache logs for RT ErrorLog /opt/rt4/var/log/apache2.error TransferLog /opt/rt4/var/log/apache2.access LogLevel debug AddDefaultCharset UTF-8 DocumentRoot /opt/rt4/share/html Order allow,deny Allow from all SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); But that wouldn't work either. I still can only connect via IP Adress. The default configuration is like this: ServerAdmin webmaster at localhost DocumentRoot /var/www Options FollowSymLinks AllowOverride None Options Indexes FollowSymLinks MultiViews AllowOverride None Order allow,deny allow from all ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/ AllowOverride None Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch Order allow,deny Allow from all #Include /etc/request-tracker4/apache2-modperl2.conf ErrorLog /var/log/apache2/error.log # Possible values include: debug, info, notice, warn, error, crit, # alert, emerg. LogLevel warn #CustomLog ${APACHE_LOG_DIR}/access.log combined Alias /doc/ "/usr/share/doc/" Options Indexes MultiViews FollowSymLinks AllowOverride None Order deny,allow Deny from all Allow from 127.0.0.0/255.0.0.0 ::1/128 Best w_e -- View this message in context: http://old.nabble.com/Am-a-little-bit-lost-with-setup-of-RT-tp33676210p33705772.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ghilt at shadowprojects.org Wed Apr 18 05:57:20 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Wed, 18 Apr 2012 11:57:20 +0200 Subject: [rt-users] Creating a ticket with attachment in PHP Message-ID: <4F8E9000.8040108@shadowprojects.org> Hello, I'm using RT 3.8.1 and REST API in PHP. I'm creating a ticket this way : $request = new HttpRequest( $conf['rt']['url'] . '/REST/1.0/ticket/new?user=' . $conf['rt']['user'] . '&pass=' . $conf['rt']['password'], HTTP_METH_POST ); $rt_queue = $conf['rt']['languages'][$conf['rt']['fallback_language']]; $post_data = array( 'content' => "Queue: " . $rt_queue . "\nRequestor: " . $_SESSION['customer']['login'] . "\nCF-OS: " . $_POST['os'] . "\nSubject: " . $_POST['subject'] . "\nOwner: " . $_SESSION['customer']['login'] . "\nText: " . str_replace( "\n", "\n ", $_POST['message'] ) . "\n" ); $request->addPostFields( $post_data ); $request->send(); It works well. Now i'm trying to add an attachment. I tried to add "attachment_1: my file content" to my post data but it doesn't work. What's the way to attach a file to a ticket using PHP ? Regards, -- Guillaume Hilt From adenyer at ekn.com Wed Apr 18 08:07:21 2012 From: adenyer at ekn.com (Austin Denyer) Date: Wed, 18 Apr 2012 08:07:21 -0400 Subject: [rt-users] Memory leak (RT 4.0.5) Message-ID: <4F8EAE79.1000905@ekn.com> System: RT version 4.0.5 Apache version 2.2.16 PostgreSQL version 8.4.11 Debian version 6.0.4 Kernel version 2.6.24-25-xen (64-bit) All software is as supplied in the standard Debian repositories. RT installation was upgraded from 3.8.7 using the rt-setup-database-4 script. This is a Xen guest with 2Gb RAM allocated. At the time of writing there are only 11,303 tickets. As the system runs the available memory is slowly eaten up by Apache. Even with just one active user, it can go from 1.1Gb free to needing swap in under 2 hours, and sometimes less than 1 hour. Most of the time the memory can be freed with apachectl graceful, however, sometimes a full apachectl restart is needed. Here is some sample data before and after a reload of Apache: Before reload: PID DRS RSS %MEM 2914 628234 400104 19.0 19202 628234 393904 18.7 19220 1089194 575868 27.4 19248 1138122 554844 26.4 Total = 91.5 After reload: PID DRS RSS %MEM 2914 628234 400104 19.0 19556 628234 393896 18.7 Total = 37.7 I've GTFW and not found any solutions. Can anyone here point me in the right direction? Note - I have a previous installation using 3.8.7 that runs fine. Let me know if you need any more information. Thanks. Regards, Austin. -- Austin L. Denyer. I. T. Server & Security Administrator. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 262 bytes Desc: OpenPGP digital signature URL: From bluethundr at gmail.com Wed Apr 18 09:02:16 2012 From: bluethundr at gmail.com (Tim Dunphy) Date: Wed, 18 Apr 2012 09:02:16 -0400 Subject: [rt-users] rt creating multiple tickets Message-ID: System: RT version 4.0.2 Apache version 2.2.3 MySQL version 5.0.77 CentOS version 5.7 Kernel version 2.6.18-194.el5 (64-bit) Hello list, I am writing to you today regarding an unusual issue we are having with our RT server. Where on occasion, if a user sends in a ticket to the system it will create multiple tickets from the one email. Example: 357 FW: FTP info Media Delivery new 12 hours ago Take 356 FW: FTP info Media Delivery new 12 hours ago Take 354 FW: FTP info Media Delivery new 12 hours ago Take 353 FW: FTP info Media Delivery new 12 hours ago Take At first it seemed that RT might have been spitting out multiple email responses from the same ticket. But instead what appears to be happening is that one email can generate up to four or more tickets. The most I've seen from a single email is eight tickets, all with unique ID numbers. I've checked the logs, but there is nothing remarkable for each ticket creation, aside from the curious fact multiple tickets stem from one email to the queue. [monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 357" rt.log [Wed Apr 18 00:02:20 2012] [info]: Ticket 357 created in queue 'Media Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) [Wed Apr 18 00:02:20 2012] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Create for txn #5017 on ticket #357 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367) [Wed Apr 18 00:03:02 2012] [debug]: Attempting to use external auth service: My_LDAP (/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 356" rt.log [Wed Apr 18 00:02:19 2012] [info]: Ticket 356 created in queue 'Media Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) [Wed Apr 18 00:02:19 2012] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Create for txn #5009 on ticket #356 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367) [Wed Apr 18 00:02:19 2012] [debug]: Skipping Scrip #2 because it isn't applicable (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:229) [monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 354" rt.log [Wed Apr 18 00:02:13 2012] [info]: Ticket 354 created in queue 'Media Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) [Wed Apr 18 00:02:13 2012] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Create for txn #4996 on ticket #354 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367) [Wed Apr 18 00:02:13 2012] [debug]: Mail from user #1355 (Rance.Piatt at mlb.com) (/usr/local/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:79) [monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 353" rt.log [Wed Apr 18 00:02:12 2012] [info]: Ticket 353 created in queue 'Media Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) [Wed Apr 18 00:02:12 2012] [debug]: About to commit scrips for transaction #4996 (/usr/local/rt4/sbin/../lib/RT/Transaction.pm:197) [Wed Apr 18 00:02:12 2012] [debug]: Committing scrip #3 on txn #4996 of ticket #354 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:183) I was only wondering if anyone has ever had a similar experience because my googling has turned up no information on this phenomenon. If you have heard of this and you might have a solution for this type of problem I would certainly appreciate hearing from you. Thanks, and best regards! Tim -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B From trs at bestpractical.com Wed Apr 18 09:08:13 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 18 Apr 2012 09:08:13 -0400 Subject: [rt-users] rt creating multiple tickets In-Reply-To: References: Message-ID: <4F8EBCBD.7050600@bestpractical.com> On 04/18/2012 09:02 AM, Tim Dunphy wrote: > I've checked the logs, but there is nothing remarkable for each ticket creation, > aside from the curious fact multiple tickets stem from one email to the queue. What's in your mail logs? From ruz at bestpractical.com Wed Apr 18 09:34:50 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 18 Apr 2012 17:34:50 +0400 Subject: [rt-users] rt creating multiple tickets In-Reply-To: References: Message-ID: On Wed, Apr 18, 2012 at 17:02, Tim Dunphy wrote: > System: > RT version ? ? ? ? 4.0.2 > Apache version ? ? 2.2.3 > MySQL version ? ? ?5.0.77 > CentOS version ? ? 5.7 > Kernel version ? ? 2.6.18-194.el5 ?(64-bit) > > > Hello list, > > I am writing to you today regarding an unusual issue we are having > with our RT server. > > Where on occasion, if a user sends in a ticket to the system it will > create multiple tickets > from the one email. > > Example: > > 357 ? ? FW: FTP info ? ?Media Delivery ?new ? ? 12 hours ago ? ?Take > 356 ? ? FW: FTP info ? ?Media Delivery ?new ? ? 12 hours ago ? ?Take > 354 ? ? FW: FTP info ? ?Media Delivery ?new ? ? 12 hours ago ? ?Take > 353 ? ? FW: FTP info ? ?Media Delivery ?new ? ? 12 hours ago ? ?Take > > > At first it seemed that RT might have been spitting out multiple email > responses from the > same ticket. But instead what appears to be happening is that one > email can generate up > to four or more tickets. The most I've seen from a single email is > eight tickets, all with > unique ID numbers. First idea is that something timeouts too early, so mailgate thinks that it didn't delivered the message and asks MDA to re-try later. > > I've checked the logs, but there is nothing remarkable for each ticket creation, > aside from the curious fact multiple tickets stem from one email to the queue. > > > [monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 357" rt.log > [Wed Apr 18 00:02:20 2012] [info]: Ticket 357 created in queue 'Media > Delivery' by rpiatt > (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) > [Wed Apr 18 00:02:20 2012] [debug]: Found 0 scrips for > TransactionBatch stage with > applicable type(s) Create for txn #5017 on ticket #357 > (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367) > [Wed Apr 18 00:03:02 2012] [debug]: Attempting to use external auth > service: My_LDAP > (/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) > > > [monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 356" rt.log > [Wed Apr 18 00:02:19 2012] [info]: Ticket 356 created in queue 'Media > Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) > [Wed Apr 18 00:02:19 2012] [debug]: Found 0 scrips for > TransactionBatch stage with applicable type(s) Create for txn #5009 on > ticket #356 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367) > [Wed Apr 18 00:02:19 2012] [debug]: Skipping Scrip #2 because it isn't > applicable (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:229) > > > [monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 354" rt.log > [Wed Apr 18 00:02:13 2012] [info]: Ticket 354 created in queue 'Media > Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) > [Wed Apr 18 00:02:13 2012] [debug]: Found 0 scrips for > TransactionBatch stage with applicable type(s) Create for txn #4996 on > ticket #354 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367) > [Wed Apr 18 00:02:13 2012] [debug]: Mail from user #1355 > (Rance.Piatt at mlb.com) > (/usr/local/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:79) > > > [monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 353" rt.log > [Wed Apr 18 00:02:12 2012] [info]: Ticket 353 created in queue 'Media > Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) > [Wed Apr 18 00:02:12 2012] [debug]: About to commit scrips for > transaction #4996 (/usr/local/rt4/sbin/../lib/RT/Transaction.pm:197) > [Wed Apr 18 00:02:12 2012] [debug]: Committing scrip #3 on txn #4996 > of ticket #354 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:183) > > > I was only wondering if anyone has ever had a similar experience > because my googling has > turned up no information on this phenomenon. If you have heard of this > and you might have > a solution for this type of problem I would certainly appreciate > hearing from you. > > Thanks, and best regards! > Tim > > -- > GPG me!! > > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -- Best regards, Ruslan. From ruz at bestpractical.com Wed Apr 18 09:49:59 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 18 Apr 2012 17:49:59 +0400 Subject: [rt-users] SelfService redirect to New Ticket In-Reply-To: <07A5F0ABA6ABCE488CF01BB872138FEB2B1ABB@uwit-mbx07.exchange.washington.edu> References: <07A5F0ABA6ABCE488CF01BB872138FEB2B1ABB@uwit-mbx07.exchange.washington.edu> Message-ID: On Tue, Apr 17, 2012 at 19:20, David T. Grayston wrote: > Hi all, > > > > I?m new to RT and we?re in the process of evaluating and setting up RT > (v4.0.1/Ubuntu) ? one suggestion I got was if the SelfService site for > unprivileged users would first land on the Create New Ticket vs Open Tickets > page. > > > > I poked around the /share/html/SelfService and see that the Open Tickets is > the index page and the tab/menus reflect this also. I think could change > that (make Create New Ticket the index page) but I was considering that > changing the initial redirect only would be better. But I can?t seem to find > if there is a configuration setting or where in the code this redirect to > SelfService happens. > > > > Any suggestions on this customization or where to possibly modify the > redirect to the SelfService page is appreciated. > ShowRequestedPage function in lib/RT/Interface/Web.pm. > > > David > > > > ------------------------------------------------------------------ > David T. Grayston?????Systems & Database Administrator > > University of Washington?? School of Public Health > > Office of the Dean -- Best regards, Ruslan. From ruz at bestpractical.com Wed Apr 18 09:51:21 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 18 Apr 2012 17:51:21 +0400 Subject: [rt-users] Full text search keyword In-Reply-To: References: Message-ID: On Tue, Apr 17, 2012 at 14:57, Roger Obeid wrote: > Hi, > > Is their a way to set the simple search in RT to do a full text search by > default without typing the "fulltext" keyword ? > > I am using RT 4.0.4 with PostgreSQL. Adjust lib/RT/Googleish.pm > > Thanks > -- Best regards, Ruslan. From trs at bestpractical.com Wed Apr 18 09:57:34 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 18 Apr 2012 09:57:34 -0400 Subject: [rt-users] Full text search keyword In-Reply-To: References: Message-ID: <4F8EC84E.8050703@bestpractical.com> On 04/18/2012 09:51 AM, Ruslan Zakirov wrote: > Adjust lib/RT/Googleish.pm To be clear, you can do this very cleanly with local overlays in 4.0.x. There's no need to edit the file directly or make a copy of it. From fmahnke at gmail.com Wed Apr 18 09:59:30 2012 From: fmahnke at gmail.com (Fritz Mahnke) Date: Wed, 18 Apr 2012 08:59:30 -0500 Subject: [rt-users] CommandByMail extension not working on RT 4.0.5 Message-ID: I recently upgraded our RT 3.8.9 by making a new RT 4.0.5 installation and then moving and upgrading the database by the upgrade instructions. Before doing so, I upgraded the OS of the computer from Debian Lenny to Debian Squeeze. After that, I installed RT-Extension-CommandByMail-0.10 using the instructions in its INSTALL file. perl Makefile.PL make make install I made the required changes to /opt/rt4/etc/RT_SiteConfig.pm: @MailPlugins = qw(Auth::MailFrom Filter::TakeAction); Set(@Plugins, (qw(RT::Extension::CommandByMail))); However, CommandByMail is not correctly responding to commands in the email body. The emails just open tickets via the default rt-mailgate configuration. Additionally, my /var/log/user.log, debug.log, messages files aren't showing any CommandByMail entries at all. On the 3.8.9 configuration, there would be entries every time CommandByMail ran. I have the following level options set in RT_SiteConfig.pm: Set($LogToSyslog, "debug"); Set($LogToScreen, "debug"); What should be my next troubleshooting step? -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Apr 18 10:05:28 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 18 Apr 2012 10:05:28 -0400 Subject: [rt-users] CommandByMail extension not working on RT 4.0.5 In-Reply-To: References: Message-ID: <4F8ECA28.4020502@bestpractical.com> On 04/18/2012 09:59 AM, Fritz Mahnke wrote: > I made the required changes to /opt/rt4/etc/RT_SiteConfig.pm: > > @MailPlugins = qw(Auth::MailFrom Filter::TakeAction); > Set(@Plugins, (qw(RT::Extension::CommandByMail))); You're using the RT 3.6 era syntax for @MailPlugins, not the 3.8 and beyond era syntax. Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); This is noted in INSTALL. From fmahnke at gmail.com Wed Apr 18 10:30:26 2012 From: fmahnke at gmail.com (Fritz Mahnke) Date: Wed, 18 Apr 2012 09:30:26 -0500 Subject: [rt-users] CommandByMail extension not working on RT 4.0.5 Message-ID: That's true, but I tried it both ways. I just changed it: Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); And then I issued /etc/init.d/apache2 restart. But the ticket still doesn't process correctly and no CommandByMail messages in the logs. -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjrc at sanger.ac.uk Wed Apr 18 10:31:07 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Wed, 18 Apr 2012 15:31:07 +0100 Subject: [rt-users] Memory leak (RT 4.0.5) In-Reply-To: <4F8EAE79.1000905@ekn.com> References: <4F8EAE79.1000905@ekn.com> Message-ID: <2EE98F8C-AFF9-4287-A968-68635783EB6B@sanger.ac.uk> On 18 Apr 2012, at 13:07, Austin Denyer wrote: > > System: > RT version 4.0.5 > Apache version 2.2.16 > PostgreSQL version 8.4.11 > Debian version 6.0.4 > Kernel version 2.6.24-25-xen (64-bit) > I've not used the Debian packaged version - is it using mod_perl, or mod_fastcgi or mod_fcgid? I found that using mod_fastcgi we had severe memory leak problems, so yes there does seem to be a memory leak in RT, but I don't know where. However, I mitigated the problem by switching to mod_fcgid in the Apache config, because it has useful knobs you can tweak to tell it to start new CGI processes every so often, or after a certain number of requests have been handled. Thus no individual RT server process now lives long enough for the memory leak to be a significant problem. Here's my /etc/apache2/mods-enabled/fcgid.conf: AddHandler fcgid-script .fcgi FcgidConnectTimeout 20 FcgidIdleTimeout 300 FcgidProcessLifetime 3600 FcgidMaxRequestsPerProcess 1000 My RT web server is an Ubuntu 10.04 VM with 2GB RAM also, on a setup with about a quarter of a million tickets. We run the MySQL database server on a separate VM. 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 bogey_63 at yahoo.com Wed Apr 18 11:24:18 2012 From: bogey_63 at yahoo.com (who else) Date: Wed, 18 Apr 2012 08:24:18 -0700 (PDT) Subject: [rt-users] RT and CRM functions/integration In-Reply-To: <4F87D070.6090003@civ.zcu.cz> References: <20120301104914.GB12443@buho> <4F87D070.6090003@civ.zcu.cz> Message-ID: <33708586.post@talk.nabble.com> I'd also second that, but haven't heard of someone who succeeded yet. Best -- View this message in context: http://old.nabble.com/RT-and-CRM-functions-integration-tp33420185p33708586.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From sunnavy at bestpractical.com Wed Apr 18 11:36:07 2012 From: sunnavy at bestpractical.com (sunnavy) Date: Wed, 18 Apr 2012 23:36:07 +0800 Subject: [rt-users] CommandByMail extension not working on RT 4.0.5 In-Reply-To: References: Message-ID: <20120418153607.GA24050@i5> I suggest you check /Admin/Tools/Configuration.html to see if @MailPlugins and @Plugins were set successfully. sunnavy On 12-04-18 09:30, Fritz Mahnke wrote: > That's true, but I tried it both ways. I just changed it: > > Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); > > And then I issued /etc/init.d/apache2 restart. But the ticket still doesn't > process correctly and no CommandByMail messages in the logs. From fmahnke at gmail.com Wed Apr 18 11:48:42 2012 From: fmahnke at gmail.com (Fritz Mahnke) Date: Wed, 18 Apr 2012 10:48:42 -0500 Subject: [rt-users] CommandByMail extension not working on RT 4.0.5 In-Reply-To: <20120418153607.GA24050@i5> References: <20120418153607.GA24050@i5> Message-ID: Thank you very much for that useful hint. @MailPlugins was not being set correctly and I traced it to a typo in RT_SiteConfig.pm after all. Thanks again! -------------- next part -------------- An HTML attachment was scrubbed... URL: From tony at dataproservices.co.uk Wed Apr 18 11:57:21 2012 From: tony at dataproservices.co.uk (Tony Atkinson) Date: Wed, 18 Apr 2012 16:57:21 +0100 Subject: [rt-users] RT 4.0.5 - Self-service default ordering Message-ID: <4F8EE461.2080407@dataproservices.co.uk> Hello, I'm looking to change the default ordering on the Self Service results Specifically, the "My open tickets" results I've tried changing the "My open tickets" saved search but this doesn't seem to affect the results globally I've also tried altering /html/SelfService/Elements/MyRequests to read @Order => ('DESC') @OrderBy => ('Created') Is this the wrong thing to do? Any help appreciated Thanks, -- Tony Atkinson From bluethundr at gmail.com Wed Apr 18 13:12:04 2012 From: bluethundr at gmail.com (Tim Dunphy) Date: Wed, 18 Apr 2012 13:12:04 -0400 Subject: [rt-users] rt creating multiple tickets In-Reply-To: References: Message-ID: Hi Guys, Thanks for your replies. One thing that I should probably mention is that the machine that I'm using to run RT on only has 2GB of physical memory. I don't know how much RT 4.0.2 requires but I've noticed that it appears to be running slowly and I wonder if this could be contributing to the issue. Here's what I find in my mail logs relating to the multiple ticket creation: [sysmail01:/data/home/dunphy] root% grep "mdticket" /var/log/syslog | grep -v -i imap Apr 17 15:22:00 sysmail01 postfix/local[4690]: [ID 197553 mail.info] 7F021352CE: to=, orig_to=, relay=local, delay=4, delays=0.13/0/0/3.8, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 15:22:18 sysmail01 postfix/local[2964]: [ID 197553 mail.info] 545BD352D2: to=, orig_to=, relay=local, delay=4, delays=0.02/0/0/4, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 19:58:39 sysmail01 postfix/local[18653]: [ID 197553 mail.info] BED741740D: to=, orig_to=, relay=local, delay=5.1, delays=0.16/0/0/4.9, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:01:16 sysmail01 postfix/local[19445]: [ID 197553 mail.info] 895E817427: to=, orig_to=, relay=local, delay=4.3, delays=0.14/0/0/4.1, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:11 sysmail01 postfix/local[18659]: [ID 197553 mail.info] 8EDCE17433: to=, orig_to=, relay=local, delay=5.1, delays=0.01/0/0/5.1, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:12 sysmail01 postfix/local[19478]: [ID 197553 mail.info] 4CB4E17435: to=, orig_to=, relay=local, delay=4.6, delays=0.01/0/0/4.6, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:16 sysmail01 postfix/local[19445]: [ID 197553 mail.info] 55A0117437: to=, orig_to=, relay=local, delay=6.9, delays=0.01/2.4/0/4.6, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:17 sysmail01 postfix/local[18653]: [ID 197553 mail.info] 1E3DE17439: to=, orig_to=, relay=local, delay=5, delays=0.01/0.81/0/4.2, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:20 sysmail01 postfix/local[18659]: [ID 197553 mail.info] 763341743B: to=, orig_to=, relay=local, delay=7, delays=0.02/2.8/0/4.2, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:21 sysmail01 postfix/local[19478]: [ID 197553 mail.info] 2B4391743D: to=, orig_to=, relay=local, delay=4.6, delays=0.01/0/0/4.6, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:24 sysmail01 postfix/local[19445]: [ID 197553 mail.info] E51121743F: to=, orig_to=, relay=local, delay=5.7, delays=0.01/1.5/0/4.2, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:25 sysmail01 postfix/local[18653]: [ID 197553 mail.info] 22BAC17441: to=, orig_to=, relay=local, delay=5.8, delays=0.01/1.6/0/4.2, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) We're actually processing mail on another machine due to weird firewall restrictions at our our company. I'm using a fetchmail clone that's known as 'getmail' in a script on the RT box to retrieve mail via IMAP SSL on the mail server: The script is very simple and has a bunch of lines corresponding to various RT accounts that look like the following: [rt at monitor03 ~]$ cat bin/rtmail #!/bin/bash /usr/bin/getmail --rcfile /home/rt/.getmail/rtcorrespond --rcfile /home/rt/.getmail/rtcomment --rcfile /home/rt/.getmail/rtreply I'm not sure if I've provided enough info here for you to go on, but I'm hoping this might shed some light on what might be causing this. Thank you, Tim On Wed, Apr 18, 2012 at 9:34 AM, Ruslan Zakirov wrote: > On Wed, Apr 18, 2012 at 17:02, Tim Dunphy wrote: >> System: >> RT version ? ? ? ? 4.0.2 >> Apache version ? ? 2.2.3 >> MySQL version ? ? ?5.0.77 >> CentOS version ? ? 5.7 >> Kernel version ? ? 2.6.18-194.el5 ?(64-bit) >> >> >> Hello list, >> >> I am writing to you today regarding an unusual issue we are having >> with our RT server. >> >> Where on occasion, if a user sends in a ticket to the system it will >> create multiple tickets >> from the one email. >> >> Example: >> >> 357 ? ? FW: FTP info ? ?Media Delivery ?new ? ? 12 hours ago ? ?Take >> 356 ? ? FW: FTP info ? ?Media Delivery ?new ? ? 12 hours ago ? ?Take >> 354 ? ? FW: FTP info ? ?Media Delivery ?new ? ? 12 hours ago ? ?Take >> 353 ? ? FW: FTP info ? ?Media Delivery ?new ? ? 12 hours ago ? ?Take >> >> >> At first it seemed that RT might have been spitting out multiple email >> responses from the >> same ticket. But instead what appears to be happening is that one >> email can generate up >> to four or more tickets. The most I've seen from a single email is >> eight tickets, all with >> unique ID numbers. > > First idea is that something timeouts too early, so mailgate thinks > that it didn't delivered the message and asks MDA to re-try later. > >> >> I've checked the logs, but there is nothing remarkable for each ticket creation, >> aside from the curious fact multiple tickets stem from one email to the queue. >> >> >> [monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 357" rt.log >> [Wed Apr 18 00:02:20 2012] [info]: Ticket 357 created in queue 'Media >> Delivery' by rpiatt >> (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) >> [Wed Apr 18 00:02:20 2012] [debug]: Found 0 scrips for >> TransactionBatch stage with >> applicable type(s) Create for txn #5017 on ticket #357 >> (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367) >> [Wed Apr 18 00:03:02 2012] [debug]: Attempting to use external auth >> service: My_LDAP >> (/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) >> >> >> [monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 356" rt.log >> [Wed Apr 18 00:02:19 2012] [info]: Ticket 356 created in queue 'Media >> Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) >> [Wed Apr 18 00:02:19 2012] [debug]: Found 0 scrips for >> TransactionBatch stage with applicable type(s) Create for txn #5009 on >> ticket #356 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367) >> [Wed Apr 18 00:02:19 2012] [debug]: Skipping Scrip #2 because it isn't >> applicable (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:229) >> >> >> [monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 354" rt.log >> [Wed Apr 18 00:02:13 2012] [info]: Ticket 354 created in queue 'Media >> Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) >> [Wed Apr 18 00:02:13 2012] [debug]: Found 0 scrips for >> TransactionBatch stage with applicable type(s) Create for txn #4996 on >> ticket #354 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367) >> [Wed Apr 18 00:02:13 2012] [debug]: Mail from user #1355 >> (Rance.Piatt at mlb.com) >> (/usr/local/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:79) >> >> >> [monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 353" rt.log >> [Wed Apr 18 00:02:12 2012] [info]: Ticket 353 created in queue 'Media >> Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) >> [Wed Apr 18 00:02:12 2012] [debug]: About to commit scrips for >> transaction #4996 (/usr/local/rt4/sbin/../lib/RT/Transaction.pm:197) >> [Wed Apr 18 00:02:12 2012] [debug]: Committing scrip #3 on txn #4996 >> of ticket #354 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:183) >> >> >> I was only wondering if anyone has ever had a similar experience >> because my googling has >> turned up no information on this phenomenon. If you have heard of this >> and you might have >> a solution for this type of problem I would certainly appreciate >> hearing from you. >> >> Thanks, and best regards! >> Tim >> >> -- >> GPG me!! >> >> gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B > > > > -- > Best regards, Ruslan. -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B From ruz at bestpractical.com Wed Apr 18 13:38:33 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 18 Apr 2012 21:38:33 +0400 Subject: [rt-users] RT 4.0.5 - Self-service default ordering In-Reply-To: <4F8EE461.2080407@dataproservices.co.uk> References: <4F8EE461.2080407@dataproservices.co.uk> Message-ID: On Wed, Apr 18, 2012 at 19:57, Tony Atkinson wrote: > I've also tried altering > /html/SelfService/Elements/MyRequests > to read > @Order => ('DESC') > @OrderBy => ('Created') > > Is this the wrong thing to do? Looks right. Cleaning mason cache and restarting web server should make it work. -- Best regards, Ruslan. From kenn.crocker at gmail.com Wed Apr 18 13:40:26 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Wed, 18 Apr 2012 10:40:26 -0700 Subject: [rt-users] RT and CRM functions/integration In-Reply-To: <4F87D070.6090003@civ.zcu.cz> References: <20120301104914.GB12443@buho> <4F87D070.6090003@civ.zcu.cz> Message-ID: Petr, You could set up a CF where the values you set up link to something in the CRM system. You could even set up the CRM values you want and link those to the values of the first CF and then use those values in an array in a scrip to give you some results. Kenn On Fri, Apr 13, 2012 at 12:06 AM, Petr Hanousek wrote: > Hello, > this is the question that crossed also my mind few days ago. We are the > company using RT and now we want to start using some CRM system. Well, not > the whole one, but some sort of it, let's say addressbook on steroids. > > I've tried to google it and among many crap I've found this thread and > some other messages from some consulting companies that "it works somehow" > and thy provide the solution. > > So I wonder how is this possible. Because as far as I know about RT, it's > rather the solution for solving problems and not tracking customers. On top > of that, the system of dealing with users is based on email addresses which > continuously changes. This is the opposite of CRM system, because there is > the customer on the first place so his contact is unique and not dividet > into several mail addresses. > > I've found some workaround here http://www.gossamer-threads.** > com/lists/rt/users/48819but didn't try it yet, because I am not confident this is the right way to > go. > > So do you someone have some experience with integrating CRM system and RT? > > Best regards, Petr Hanousek > > > On 1.3.2012 11:49, Dan Shearer wrote: > >> What do service companies based around RT do when they formalise their >> sales processes? I've only ever seen CRM done completely independently, >> but now I'm wondering if there's a better way. RT is the opposite of a >> CRM (the scale of the numbers and the direction of the communication are >> inverses) but often an IT service company wants to keep sales close to >> fulfillment, and fulfillment always happens through RT. >> >> At one level, RT can do very transactional, short-cycle sales just like >> any question-response cycle. At the other extreme, RT can't possibly map >> onto a contacts-driven sales system. But I'm wondering if there might be >> some ground in the middle, where the true CRM stuff is handled elsewhere >> but RT is aware of the workflow. >> >> So, who does CRM integration with RT? :-) >> >> Regards, >> >> -- >> Dan Shearer >> dan at shearer.org >> -------- >> RT Training Sessions (http://bestpractical.com/**services/training.html >> ) >> * Boston March 5& 6, 2012 >> > > -- > +-----------------------------**------------------------------**--------+ > Petr Hanousek e-mail: petr.hanousek at cesnet.cz > MetaCentrum User Support phone: +420 234 680 241 > CESNET z.s.p.o. mobile: 606 665 139 > location: Zikova 13a, Praha room: 32b > Czech Republic > +-----------------------------**------------------------------**--------+ > -------------- next part -------------- An HTML attachment was scrubbed... URL: From adenyer at ekn.com Wed Apr 18 13:46:49 2012 From: adenyer at ekn.com (Austin Denyer) Date: Wed, 18 Apr 2012 13:46:49 -0400 Subject: [rt-users] Memory leak (RT 4.0.5) In-Reply-To: <2EE98F8C-AFF9-4287-A968-68635783EB6B@sanger.ac.uk> References: <4F8EAE79.1000905@ekn.com> <2EE98F8C-AFF9-4287-A968-68635783EB6B@sanger.ac.uk> Message-ID: <4F8EFE09.6090001@ekn.com> Thanks for your response! On 04/18/2012 10:31 AM, Tim Cutts wrote: > > On 18 Apr 2012, at 13:07, Austin Denyer wrote: > >> >> System: >> RT version 4.0.5 >> Apache version 2.2.16 >> PostgreSQL version 8.4.11 >> Debian version 6.0.4 >> Kernel version 2.6.24-25-xen (64-bit) >> > > I've not used the Debian packaged version - is it using mod_perl, or > mod_fastcgi or mod_fcgid? It is using mod_perl. It didn't have mod_fastcgi or mod_fcgid installed. > I found that using mod_fastcgi we had > severe memory leak problems, so yes there does seem to be a memory > leak in RT, but I don't know where. However, I mitigated the > problem by switching to mod_fcgid in the Apache config, because it > has useful knobs you can tweak to tell it to start new CGI processes > every so often, or after a certain number of requests have been > handled. Thus no individual RT server process now lives long enough > for the memory leak to be a significant problem. Here's my > /etc/apache2/mods-enabled/fcgid.conf: > > > AddHandler fcgid-script .fcgi > FcgidConnectTimeout 20 > FcgidIdleTimeout 300 > FcgidProcessLifetime 3600 > FcgidMaxRequestsPerProcess 1000 > Cool. I've just installed mod_fcgid, made the above changes to /etc/apache2/mods-enabled/fcgid.conf and restarted Apache, though I'm not sure how to get RT to use it. Regards, Austin. -- Austin L. Denyer. I. T. Server & Security Administrator. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 262 bytes Desc: OpenPGP digital signature URL: From bogey_63 at yahoo.com Wed Apr 18 15:16:47 2012 From: bogey_63 at yahoo.com (who else) Date: Wed, 18 Apr 2012 12:16:47 -0700 (PDT) Subject: [rt-users] Am a little bit lost with setup of RT In-Reply-To: <33705772.post@talk.nabble.com> References: <33676210.post@talk.nabble.com> <20120412155220.GS8185@jibsheet.com> <33687430.post@talk.nabble.com> <20120417160011.GX8185@jibsheet.com> <33705772.post@talk.nabble.com> Message-ID: <33710033.post@talk.nabble.com> The mailproblem is the one with higher priority, what i do not catch up with is: 1. How to get Postfix to work with rt-mailgate 2. Otherwise how to get fetchmail/Postfix working with rt-mailgate: oll mail.help-me-do.it protocol pop3 username "general at example.com" password "noneiknowof" mda "/opt/rt4/bin/rt-mailgate --queue general --action correspond --url http://www.example.com" no keep poll mail.help-me-do.it protocol pop3 username "general-comment at example.com" password "noneiknowof" mda "/opt/rt4/bin/rt-mailgate --queue general --action comment --url http://www.example.com" What confuses me: 1. What do i enter at the url part? Since i can only access the RT Instance via the IP Address, i am not sure. 2. I need to enter a username in the fetchmailrc config file; and a password. Do i need to create this mailbox somewhere else or is this the mailbox itself, which is created and i can use any password i want to? I really appreciate your help. Thanks. w_e -- View this message in context: http://old.nabble.com/Am-a-little-bit-lost-with-setup-of-RT-tp33676210p33710033.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From rainer at ultra-secure.de Wed Apr 18 15:55:32 2012 From: rainer at ultra-secure.de (Rainer Duffner) Date: Wed, 18 Apr 2012 21:55:32 +0200 Subject: [rt-users] Am a little bit lost with setup of RT In-Reply-To: <33710033.post@talk.nabble.com> References: <33676210.post@talk.nabble.com> <20120412155220.GS8185@jibsheet.com> <33687430.post@talk.nabble.com> <20120417160011.GX8185@jibsheet.com> <33705772.post@talk.nabble.com> <33710033.post@talk.nabble.com> Message-ID: Am 18.04.2012 um 21:16 schrieb who else: > > The mailproblem is the one with higher priority, what i do not catch up with > is: > > 1. How to get Postfix to work with rt-mailgate http://requesttracker.wikia.com/wiki/ManualEmailConfig ? > 2. Otherwise how to get fetchmail/Postfix working with rt-mailgate: > > oll mail.help-me-do.it > protocol pop3 > username "general at example.com" password "noneiknowof" > mda "/opt/rt4/bin/rt-mailgate --queue general --action correspond --url > http://www.example.com" > no keep > > poll mail.help-me-do.it > protocol pop3 > username "general-comment at example.com" password "noneiknowof" > mda "/opt/rt4/bin/rt-mailgate --queue general --action comment --url > http://www.example.com" > > What confuses me: > > 1. What do i enter at the url part? Since i can only access the RT Instance > via the IP Address, i am not sure. The URL is the URL of your RT-install. That includes the TCP-ports. IP or DNS-name is irrelevant. > 2. I need to enter a username in the fetchmailrc config file; and a > password. Do i need to create this mailbox somewhere else or is this the > mailbox itself, which is created and i can use any password i want to? > > I really appreciate your help. Thanks. > w_e > > You can run fetchmail on the shell with more verbose output and see how it works. Where is your mail hosted? I assume, you don't run RT on your mailserver, right? The mailboxes (you need two) are on your mailserver. The mailserver is the server that is recorded in your MX record. If you had told us your real domain, we could look it up and tell you its IP-address.... I would really suggest you ask BestPractical or someone else for an onsite install. Rainer From tjrc at sanger.ac.uk Wed Apr 18 16:44:33 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Wed, 18 Apr 2012 21:44:33 +0100 Subject: [rt-users] Memory leak (RT 4.0.5) In-Reply-To: <4F8EFE09.6090001@ekn.com> References: <4F8EAE79.1000905@ekn.com> <2EE98F8C-AFF9-4287-A968-68635783EB6B@sanger.ac.uk> <4F8EFE09.6090001@ekn.com> Message-ID: <7F11F217-800F-4AFC-A235-A50CA26B90C8@sanger.ac.uk> On 18 Apr 2012, at 18:46, Austin Denyer wrote: > Cool. I've just installed mod_fcgid, made the above changes to > /etc/apache2/mods-enabled/fcgid.conf and restarted Apache, though I'm > not sure how to get RT to use it. The docs supplied with RT give you the right runes to put in your apache configuration. It also depends on whether the debian-supplied RT was configured with fastcgi support or not. Dominic will be able to tell us... 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 florin at andrei.myip.org Wed Apr 18 20:11:27 2012 From: florin at andrei.myip.org (Florin Andrei) Date: Wed, 18 Apr 2012 17:11:27 -0700 Subject: [rt-users] sending an email to owner when ticket is nearly due In-Reply-To: <4F879B73.200@redhat.com> References: <4F85F898.8050901@andrei.myip.org> <4F879B73.200@redhat.com> Message-ID: <4F8F582F.9050802@andrei.myip.org> On 04/12/2012 08:20 PM, Jeff Fearn wrote: > > This looks like a good start > http://requesttracker.wikia.com/wiki/DueDateRemindersByEmail It appears to be written for RT3, but my tests with RT4 were successful. Thanks! -- Florin Andrei http://florin.myip.org/ From bogey_63 at yahoo.com Thu Apr 19 00:46:57 2012 From: bogey_63 at yahoo.com (who else) Date: Wed, 18 Apr 2012 21:46:57 -0700 (PDT) Subject: [rt-users] Am a little bit lost with setup of RT In-Reply-To: References: <33676210.post@talk.nabble.com> <20120412155220.GS8185@jibsheet.com> <33687430.post@talk.nabble.com> <20120417160011.GX8185@jibsheet.com> <33705772.post@talk.nabble.com> <33710033.post@talk.nabble.com> Message-ID: <33712078.post@talk.nabble.com> Rainer Duffner wrote: > > > > Where is your mail hosted? > I assume, you don't run RT on your mailserver, right? > The mailboxes (you need two) are on your mailserver. > The mailserver is the server that is recorded in your MX record. > If you had told us your real domain, we could look it up and tell you its > IP-address.... > > I would really suggest you ask BestPractical or someone else for an onsite > install. > > Rainer > Hi Rainer, RT is running on the same machine as the mailserver. While RT should be on the domain example.com; the mailserver is on the subdomain mail.example.com; both point to the same IP. I have had it up and running end of last year, but my provider closed down unexpectedly and i am missing my install docs, unfortunately, otherwise i wouldn't have needed to ask questions here... I am wondering if i am missing something obvious; like some package or so. That's why i was asking for a current install doc, to be able to compare, where i might have made a mistake. The ManualEmailConfig says: The mail gateway requires the web UI to be set up and functional. Well, i cannot login by using: http://example.com but with http:// I will setup everything one more time. :-( Best -- View this message in context: http://old.nabble.com/Am-a-little-bit-lost-with-setup-of-RT-tp33676210p33712078.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From bogey_63 at yahoo.com Thu Apr 19 01:24:42 2012 From: bogey_63 at yahoo.com (who else) Date: Wed, 18 Apr 2012 22:24:42 -0700 (PDT) Subject: [rt-users] Am a little bit lost with setup of RT In-Reply-To: <33712078.post@talk.nabble.com> References: <33676210.post@talk.nabble.com> <20120412155220.GS8185@jibsheet.com> <33687430.post@talk.nabble.com> <20120417160011.GX8185@jibsheet.com> <33705772.post@talk.nabble.com> <33710033.post@talk.nabble.com> <33712078.post@talk.nabble.com> Message-ID: <33712147.post@talk.nabble.com> PS: Perhaps i made a mistake in the first place. Since i want RT to respond to http://www.example.com and the mailserver is mail.example.com, what would be acceptable as hostname? www.example.com ? Should i configure postfix with IP or with mail.example.com? Emails are being sent, but the replies are hanging around until they come backwith a timeout. Besides all the fixdeps; Postfix, Apache2, optional fetchmail, MySQL, am i missing something else? Do i need fetchmail or is it fine just to run postfix? I added this lines to aliases and executed newaliases, of course. rt: "|/opt/rt4/bin/rt-mailgate --queue general --action correspond --url http://example.com" rt-comment: "|/opt/rt4/bin/rt-mailgate --queue general --action comment --url http://example.com" But no emails keep coming in, whether i run fetchmail and postfix or just postfix alone. w_e -- View this message in context: http://old.nabble.com/Am-a-little-bit-lost-with-setup-of-RT-tp33676210p33712147.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Albert.Shih at obspm.fr Thu Apr 19 05:01:39 2012 From: Albert.Shih at obspm.fr (Albert Shih) Date: Thu, 19 Apr 2012 11:01:39 +0200 Subject: [rt-users] requestor close ticket Message-ID: <20120419090139.GA75234@pcjas.obspm.fr> Hi How can I configure RT (4.0.5) to allow user (authenticate by LDAP) close himself the ticket. The best thing I want is : We (deskhelp) put the ticket in a special status (waiting for close). The user close himself the ticket If the user don't close the ticket after X day the ticket is automatically close. Regards. -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: jeu 19 avr 2012 10:59:29 CEST From cloos at netcologne.de Thu Apr 19 04:59:16 2012 From: cloos at netcologne.de (Christian Loos) Date: Thu, 19 Apr 2012 10:59:16 +0200 Subject: [rt-users] Memory leak (RT 4.0.5) In-Reply-To: <2EE98F8C-AFF9-4287-A968-68635783EB6B@sanger.ac.uk> References: <4F8EAE79.1000905@ekn.com> <2EE98F8C-AFF9-4287-A968-68635783EB6B@sanger.ac.uk> Message-ID: <4F8FD3E4.6050002@netcologne.de> Am 18.04.2012 16:31, schrieb Tim Cutts: > > On 18 Apr 2012, at 13:07, Austin Denyer wrote: > >> >> System: >> RT version 4.0.5 >> Apache version 2.2.16 >> PostgreSQL version 8.4.11 >> Debian version 6.0.4 >> Kernel version 2.6.24-25-xen (64-bit) >> > > I've not used the Debian packaged version - is it using mod_perl, or mod_fastcgi or mod_fcgid? I found that using mod_fastcgi we had severe memory leak problems, so yes there does seem to be a memory leak in RT, but I don't know where. However, I mitigated the problem by switching to mod_fcgid in the Apache config, because it has useful knobs you can tweak to tell it to start new CGI processes every so often, or after a certain number of requests have been handled. Thus no individual RT server process now lives long enough for the memory leak to be a significant problem. Here's my /etc/apache2/mods-enabled/fcgid.conf: > > > AddHandler fcgid-script .fcgi > FcgidConnectTimeout 20 > FcgidIdleTimeout 300 > FcgidProcessLifetime 3600 > FcgidMaxRequestsPerProcess 1000 > > > My RT web server is an Ubuntu 10.04 VM with 2GB RAM also, on a setup with about a quarter of a million tickets. > > We run the MySQL database server on a separate VM. > > Tim > > > You can set MaxRequestsPerChild for the mpm_worker_module. This should also affect RT if you run it with mod_perl. -Chris From rclerkin at gmail.com Thu Apr 19 06:49:52 2012 From: rclerkin at gmail.com (Rory) Date: Thu, 19 Apr 2012 11:49:52 +0100 Subject: [rt-users] List of tags for use in templates Message-ID: Hi All, Is there a list of tags available for use when creating an RT template? e.g.?{$Ticket->QueueObj->Name}?to display the queue name. I've been looking and can only find those used in examples and not a definitive list. I'm using RT 4.0.5 Kind regards, Rory Clerkin From bogey_63 at yahoo.com Thu Apr 19 07:13:01 2012 From: bogey_63 at yahoo.com (who else) Date: Thu, 19 Apr 2012 04:13:01 -0700 (PDT) Subject: [rt-users] Am a little bit lost with setup of RT In-Reply-To: <33712147.post@talk.nabble.com> References: <33676210.post@talk.nabble.com> <20120412155220.GS8185@jibsheet.com> <33687430.post@talk.nabble.com> <20120417160011.GX8185@jibsheet.com> <33705772.post@talk.nabble.com> <33710033.post@talk.nabble.com> <33712078.post@talk.nabble.com> <33712147.post@talk.nabble.com> Message-ID: <33713421.post@talk.nabble.com> Ok, i gave it another shot with the following settings: Domain is: support.example.com Mailserver is: mail.example.com hostname is: support.example.com hosts is: support.example.com example.com webpath is: /rt Given that, i set up a new Debian Squeeze Server, installed Apache2, MySQL and Postfix. Configure Mysql with a password and Postfix with mailserverdomain, Internetsite and confirm any other given question with the preferences shown. Then i added this to /etc/apt/sources.list: deb http://backports.debian.org/debian-backports squeeze-backports main Then save and enter aptitude update Next is: apt-get install rt4-db-mysql apt-get install rt4-apache2 apt-get install request-tracker4 But beware: the last command will tell you , that there are some packages needed, with newer version than squeeze can provide. So DO NOT ENTER YES, but enter no. Next you will see a List of 20 or more packages. Enter y(es) here, and it will install without any problem each and every package for Request Tracker. Checkout, which configuration in /etc/request-tracker4 fits your needs. I was opting for ModPerl2, so mine was apache2-modperl2.conf, which i copied to /etc/apache2/sites-available. Then i changed into /etc/apache2/sites-enabled and did a ln -s /etc/apache2/sites-available/apache2-modperl2.conf I also enabled the line AddDefaultCharset UTF-8 in the file apache2-modperl2.conf Next is, open /etc/apache2/sites-available/default and add this line just bevor : Include /etc/request-tracker4/apache2-modperl2.conf Then: /etc/init.d/apache2 restart For Postfix you have to update your aliases file: rt: "|/usr/bin/rt-mailgate --queue general --action correspond --url http://localhost/rt" rt-comment: "|/usr/bin/rt-mailgate --queue general --action comment --url http://localhost/rt" Then do a: newaliases I also restarted Postfix, just to be sure (/etc/init.d/postfix restart) Finally i did the following: Set (WebPath , "/rt"); in /etc/request-tracker4/RT_SiteConfig.pm And that was it. The only thing i didn't catch, was: - Which hostname and hosts entry to use in order to have RT respond to example.com or www.example.com - Which settings i else needed for this. So then, it is working now, i have to setup tons of rights and queues and stuff. Thank you all Best w_e -- View this message in context: http://old.nabble.com/Am-a-little-bit-lost-with-setup-of-RT-tp33676210p33713421.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Thu Apr 19 08:51:53 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 19 Apr 2012 08:51:53 -0400 Subject: [rt-users] requestor close ticket In-Reply-To: <20120419090139.GA75234@pcjas.obspm.fr> References: <20120419090139.GA75234@pcjas.obspm.fr> Message-ID: <20120419125153.GB8185@jibsheet.com> On Thu, Apr 19, 2012 at 11:01:39AM +0200, Albert Shih wrote: > How can I configure RT (4.0.5) to allow user (authenticate by LDAP) close > himself the ticket. > > The best thing I want is : > > We (deskhelp) put the ticket in a special status (waiting for close). > > The user close himself the ticket > > If the user don't close the ticket after X day the ticket is > automatically close. If you grant them ModifyTicket on tickets that they are the Requestor, they can change the status. You can configure Lifecycles to allow waiting to go -> closed (or maybe back to an open status if they disagree) and then use rt-crontool to search for waiting tickets older than 7 days and SetStatus -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 Apr 19 08:53:43 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 19 Apr 2012 08:53:43 -0400 Subject: [rt-users] List of tags for use in templates In-Reply-To: References: Message-ID: <20120419125343.GC8185@jibsheet.com> On Thu, Apr 19, 2012 at 11:49:52AM +0100, Rory wrote: > Is there a list of tags available for use when creating an RT > template? e.g.?{$Ticket->QueueObj->Name}?to display the queue name. > > I've been looking and can only find those used in examples and not a > definitive list. > > I'm using RT 4.0.5 templates.pod in the docs/ directory of your install covers all the top level variables available. You'll need to read RT's API docs to find how to chain things together (such as perloc Ticket.pm). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Apr 19 08:54:32 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 19 Apr 2012 08:54:32 -0400 Subject: [rt-users] Creating a ticket with attachment in PHP In-Reply-To: <4F8E9000.8040108@shadowprojects.org> References: <4F8E9000.8040108@shadowprojects.org> Message-ID: <20120419125432.GD8185@jibsheet.com> On Wed, Apr 18, 2012 at 11:57:20AM +0200, Guillaume Hilt wrote: > I'm using RT 3.8.1 and REST API in PHP. > > I'm creating a ticket this way : > $request = new HttpRequest( $conf['rt']['url'] . > '/REST/1.0/ticket/new?user=' . $conf['rt']['user'] . '&pass=' . > $conf['rt']['password'], HTTP_METH_POST ); > $rt_queue = > $conf['rt']['languages'][$conf['rt']['fallback_language']]; > $post_data = array( 'content' => "Queue: " . $rt_queue . > "\nRequestor: " . $_SESSION['customer']['login'] . "\nCF-OS: " . > $_POST['os'] . "\nSubject: " . $_POST['subject'] . "\nOwner: " . > $_SESSION['customer']['login'] . "\nText: " . str_replace( "\n", "\n > ", $_POST['message'] ) . "\n" ); > $request->addPostFields( $post_data ); > $request->send(); > > It works well. > > Now i'm trying to add an attachment. > > I tried to add "attachment_1: my file content" to my post data but > it doesn't work. > > What's the way to attach a file to a ticket using PHP ? If you search the mailing list archives, you'll find that you can't create a ticket with an attachment via the REST api, only reply/comment with an attachment. I believe there is already a ticket open about 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 jholl at bgc-jena.mpg.de Thu Apr 19 09:15:56 2012 From: jholl at bgc-jena.mpg.de (George_Holl) Date: Thu, 19 Apr 2012 06:15:56 -0700 (PDT) Subject: [rt-users] Upgrading 3.8.4 to 4.0.1 - Root password?? Message-ID: <33713298.post@talk.nabble.com> We have a fresh installation of RT 4.0.5. with imported data from a former version. I can login as root, but there are two issues: 1) When I logoff and I want to logon again, the root password is changed to somewhat! Than I have to reset it. I followed the instruction at: " UPGRADING FROM 3.8.8 and earlier - Changes: Previous versions of RT used a password hashing scheme which was too easy to reverse, which could allow attackers with read access to the RT database to possibly compromise users' passwords. Even if RT does no password authentication itself, it may still store these weak password hashes -- using ExternalAuth does not guarantee that you are not vulnerable! To upgrade stored passwords to a stronger hash, run: perl etc/upgrade/vulnerable-passwords " I did that, but it didn't solve the issue. Can you give me a hint? 2) Our system which is fresh installed: Ubuntu 10.04.4 LTS Apache Version Apache/2.2.14 (Ubuntu) Apache API Version 20051115 PHP Version 5.3.2-1ubuntu4.14 mysql, Client API version 5.1.61 RT 4.0.5 Data of the former version were imported in a mysql-database (that worked). When I try to create a new request, I get the error message: "Anfrage konnte aufgrund eines internen Fehlers nicht angelegt werden" (query couldn't be created because of an internal error). The corresponding entry in the access-log is: ip.ip.ip.ip - - [18/Apr/2012:08:21:14 +0200] "POST /index.html HTTP/1.1" 200 3736 What's the problem of the system? Kind regards George Thomas Sibley wrote: > > Please keep replies on the list. > > On 04/12/2012 12:19 PM, johnathan.bell at baker.edu wrote: >> Thanks. I'm glad to know that it's something much simpler than I >> expected. I did read those, but they only mentioned the "standard >> database upgrade process" as far as I could see. Further research says >> that's probably going to be "rt-setup-database --action upgrade" or >> something similar? yes? > > Yes. The README refers to `make upgrade-database`. You're running > Ubuntu packages, so the instructions we write aren't exactly the same as > what you'll need to do (they apply to the tarball we ship). > > The Ubuntu packages don't run the database upgrades for you; they just > install the new source. > >> What about the other parts like secure-passwords, etc? the other random >> "little" scripts in etc/upgrade? Should those be run before or after the >> rt-setup-database cmd? > > Most are run after. The docs (docs/UPGRADING*) mention what needs to be > run during the middle of the upgrade. > > -- View this message in context: http://old.nabble.com/Upgrading-3.8.4-to-4.0.1---Root-password---tp33676179p33713298.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jiten at cobite.com Thu Apr 19 10:05:52 2012 From: jiten at cobite.com (Jiten Dedhia) Date: Thu, 19 Apr 2012 10:05:52 -0400 Subject: [rt-users] custom field applied to queue/ticket transaction Message-ID: <4F901BC0.1010804@cobite.com> I am a newbie on rt. I did some search in the archived and couldn't find an answer and so decided to post. We use the web interface to create ticket. We have multiple queues and have created custom fields that "applies to" ticket. I have tried to create a custom field and applied it to ticket transaction but it does not show up on the web interface. I have read the RT Essentials but it does not cover this either. What is the meaning of custom field "applies to" queue/ticket transaction and how to use it? Jiten From falcone at bestpractical.com Thu Apr 19 10:11:31 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 19 Apr 2012 10:11:31 -0400 Subject: [rt-users] Upgrading 3.8.4 to 4.0.1 - Root password?? In-Reply-To: <33713298.post@talk.nabble.com> References: <33713298.post@talk.nabble.com> Message-ID: <20120419141131.GE8185@jibsheet.com> On Thu, Apr 19, 2012 at 06:15:56AM -0700, George_Holl wrote: > > We have a fresh installation of RT 4.0.5. with imported data from a former > version. > I can login as root, but there are two issues: > > 1) When I logoff and I want to logon again, the root password is changed > to somewhat! Than I have to reset it. > I followed the instruction at: This normally means you never ran make upgrade-database and your schema is out of sync with 4.0. Post the output of desc Users; if you'd like confirmation of that. -kevin > " UPGRADING FROM 3.8.8 and earlier - Changes: > Previous versions of RT used a password hashing scheme which was too > easy to reverse, which could allow attackers with read access to the RT > database to possibly compromise users' passwords. Even if RT does no > password authentication itself, it may still store these weak password > hashes -- using ExternalAuth does not guarantee that you are not > vulnerable! To upgrade stored passwords to a stronger hash, > run: perl etc/upgrade/vulnerable-passwords " > > I did that, but it didn't solve the issue. > Can you give me a hint? > > 2) Our system which is fresh installed: > > Ubuntu 10.04.4 LTS > > Apache Version Apache/2.2.14 (Ubuntu) > Apache API Version 20051115 > > PHP Version 5.3.2-1ubuntu4.14 > mysql, Client API version 5.1.61 > RT 4.0.5 > > Data of the former version were imported in a mysql-database (that > worked). > > When I try to create a new request, I get the error message: > "Anfrage konnte aufgrund eines internen Fehlers nicht angelegt werden" > (query couldn't be created because of an internal error). > The corresponding entry in the access-log is: > ip.ip.ip.ip - - [18/Apr/2012:08:21:14 +0200] "POST /index.html HTTP/1.1" > 200 3736 > What's the problem of the system? > > Kind regards > > George > > > > Thomas Sibley wrote: > > > > Please keep replies on the list. > > > > On 04/12/2012 12:19 PM, johnathan.bell at baker.edu wrote: > >> Thanks. I'm glad to know that it's something much simpler than I > >> expected. I did read those, but they only mentioned the "standard > >> database upgrade process" as far as I could see. Further research says > >> that's probably going to be "rt-setup-database --action upgrade" or > >> something similar? yes? > > > > Yes. The README refers to `make upgrade-database`. You're running > > Ubuntu packages, so the instructions we write aren't exactly the same as > > what you'll need to do (they apply to the tarball we ship). > > > > The Ubuntu packages don't run the database upgrades for you; they just > > install the new source. > > > >> What about the other parts like secure-passwords, etc? the other random > >> "little" scripts in etc/upgrade? Should those be run before or after the > >> rt-setup-database cmd? > > > > Most are run after. The docs (docs/UPGRADING*) mention what needs to be > > run during the middle of the upgrade. > > > > > > -- > View this message in context: http://old.nabble.com/Upgrading-3.8.4-to-4.0.1---Root-password---tp33676179p33713298.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From rclerkin at gmail.com Thu Apr 19 10:18:16 2012 From: rclerkin at gmail.com (Rory) Date: Thu, 19 Apr 2012 15:18:16 +0100 Subject: [rt-users] List of tags for use in templates In-Reply-To: <20120419125343.GC8185@jibsheet.com> References: <20120419125343.GC8185@jibsheet.com> Message-ID: Thanks Kevin. I've had a look over it and I'll work with it. Slightly off topic, have the perldocs been ported to any other format, such as PDF or html? Kind regards, Rory On 19 April 2012 13:53, Kevin Falcone wrote: > On Thu, Apr 19, 2012 at 11:49:52AM +0100, Rory wrote: >> Is there a list of tags available for use when creating an RT >> template? e.g.?{$Ticket->QueueObj->Name}?to display the queue name. >> >> I've been looking and can only find those used in examples and not a >> definitive list. >> >> I'm using RT 4.0.5 > > templates.pod in the docs/ directory of your install covers all the > top level variables available. ?You'll need to read RT's API docs to > find how to chain things together (such as perloc Ticket.pm). > > -kevin From iwo at man.poznan.pl Thu Apr 19 10:21:30 2012 From: iwo at man.poznan.pl (Iwo Olszewski) Date: Thu, 19 Apr 2012 16:21:30 +0200 Subject: [rt-users] High availability for RT Message-ID: <016f01cd1e37$ba59bc10$2f0d3430$@man.poznan.pl> Hello, I want to ensure high availability of our RT deployment. Is it possible to configure two or more RT webservers to work with a single external database? Do you have any experience with such configuration in failover or load balancing scenario? regards, Iwo Olszewski -- ______________________________________________________________________ mail: iwo at man.poznan.pl Network Research and Development skype: iwo.man.poznan.pl Poznan Supercomputing and Networking Center tel: +48 61 850 25 42 www.psnc.pl ______________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 5695 bytes Desc: not available URL: From falcone at bestpractical.com Thu Apr 19 11:04:40 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 19 Apr 2012 11:04:40 -0400 Subject: [rt-users] List of tags for use in templates In-Reply-To: References: <20120419125343.GC8185@jibsheet.com> Message-ID: <20120419150440.GF8185@jibsheet.com> On Thu, Apr 19, 2012 at 03:18:16PM +0100, Rory wrote: > On 19 April 2012 13:53, Kevin Falcone wrote: > > On Thu, Apr 19, 2012 at 11:49:52AM +0100, Rory wrote: > >> Is there a list of tags available for use when creating an RT > >> template? e.g.?{$Ticket->QueueObj->Name}?to display the queue name. > >> > >> I've been looking and can only find those used in examples and not a > >> definitive list. > >> > >> I'm using RT 4.0.5 > > > > templates.pod in the docs/ directory of your install covers all the > > top level variables available. ?You'll need to read RT's API docs to > > find how to chain things together (such as perloc Ticket.pm). > I've had a look over it and I'll work with it. > > Slightly off topic, have the perldocs been ported to any other format, > such as PDF or html? There are tools such as pod2html or you could install the RT::OnlineDocs extension. You can also browse things at github which renders the .pod files as html. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Apr 19 11:11:50 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 19 Apr 2012 11:11:50 -0400 Subject: [rt-users] custom field applied to queue/ticket transaction In-Reply-To: <4F901BC0.1010804@cobite.com> References: <4F901BC0.1010804@cobite.com> Message-ID: <20120419151150.GG8185@jibsheet.com> On Thu, Apr 19, 2012 at 10:05:52AM -0400, Jiten Dedhia wrote: > I am a newbie on rt. I did some search in the archived and couldn't > find an answer and so decided to post. > > We use the web interface to create ticket. We have multiple queues > and have created custom fields that "applies to" ticket. > > I have tried to create a custom field and applied it to ticket > transaction but it does not show up on the web interface. I have > read the RT Essentials but it does not cover this either. > > What is the meaning of custom field "applies to" queue/ticket > transaction and how to use it? It shows up on the Reply/Comment page if applied/permissioned correctly. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ruslan.zakirov at gmail.com Thu Apr 19 11:12:03 2012 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 19 Apr 2012 19:12:03 +0400 Subject: [rt-users] custom field applied to queue/ticket transaction In-Reply-To: <4F901BC0.1010804@cobite.com> References: <4F901BC0.1010804@cobite.com> Message-ID: You see and set them on replies and comments. Dont forget to apply them to a queue. Ruslan from phone. 19.04.2012 18:06 ???????????? "Jiten Dedhia" ???????: > I am a newbie on rt. I did some search in the archived and couldn't find > an answer and so decided to post. > > We use the web interface to create ticket. We have multiple queues and > have created custom fields that "applies to" ticket. > > I have tried to create a custom field and applied it to ticket transaction > but it does not show up on the web interface. I have read the RT Essentials > but it does not cover this either. > > What is the meaning of custom field "applies to" queue/ticket transaction > and how to use it? > > Jiten > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kory.prince at bullardisd.net Thu Apr 19 09:57:13 2012 From: kory.prince at bullardisd.net (Kory Prince) Date: Thu, 19 Apr 2012 08:57:13 -0500 Subject: [rt-users] Adding New Transaction from scrip Message-ID: An HTML attachment was scrubbed... URL: From korylprince at gmail.com Thu Apr 19 11:28:33 2012 From: korylprince at gmail.com (Kory Prince) Date: Thu, 19 Apr 2012 10:28:33 -0500 Subject: [rt-users] Adding New Transaction from scrip Message-ID: (Sorry for the previous email. My work email client is terrible.) Hello all,Using a custom scrip action, I send sms messages to the new owner of a ticket when they are assigned a ticket (On Owner Change.) I have researched on the web, browsed this mailing list, and went through the perldoc of Ticket.pm, Transaction.pm, etc. I cannot find a way to simply add a transaction to the history of the ticket. For example the ideal thing to be able to? do would be to add a new transaction like when it says: The RT System Itself - Outgoing email recorded and attaches the message.I would like it to say The RT System itself - Outgoing SMS recorded or something similiar and attach the sms message. But all I absolutely need is to be able to somehow record in the history that the message was sent. >From looking at the code, it seems that I should not create a transaction object directly but use ticket methods to do so, but I don't see any ticket methods that will create a new transaction! If anyone can offer some help, or a step in the right direction, I would appreciate it. Kory Prince Bullard ISD From ruz at bestpractical.com Thu Apr 19 11:31:36 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 19 Apr 2012 19:31:36 +0400 Subject: [rt-users] High availability for RT In-Reply-To: <016f01cd1e37$ba59bc10$2f0d3430$@man.poznan.pl> References: <016f01cd1e37$ba59bc10$2f0d3430$@man.poznan.pl> Message-ID: On Thu, Apr 19, 2012 at 18:21, Iwo Olszewski wrote: > Hello, > > I want to ensure high availability of our RT deployment. Is it possible to > configure two or more RT webservers to work with a single external database? > Do you have any experience with such configuration in failover or load > balancing scenario? I know people use two web servers with balancer and it works. Search archives. It was discussed a few times. There are a lot of things that can be done before that. Take a look at http://search.cpan.org/dist/RT-Extension-Nginx/lib/RT/Extension/Nginx.pm for things that can be done on any server to increase throughput and lower memory footprint. > regards, > Iwo Olszewski -- Best regards, Ruslan. From rclerkin at gmail.com Thu Apr 19 12:44:23 2012 From: rclerkin at gmail.com (Rory) Date: Thu, 19 Apr 2012 17:44:23 +0100 Subject: [rt-users] List of tags for use in templates In-Reply-To: <20120419150440.GF8185@jibsheet.com> References: <20120419125343.GC8185@jibsheet.com> <20120419150440.GF8185@jibsheet.com> Message-ID: Great! Thanks Kevin. Rory On 19 April 2012 16:04, Kevin Falcone wrote: > On Thu, Apr 19, 2012 at 03:18:16PM +0100, Rory wrote: >> On 19 April 2012 13:53, Kevin Falcone wrote: >> > On Thu, Apr 19, 2012 at 11:49:52AM +0100, Rory wrote: >> >> Is there a list of tags available for use when creating an RT >> >> template? e.g.?{$Ticket->QueueObj->Name}?to display the queue name. >> >> >> >> I've been looking and can only find those used in examples and not a >> >> definitive list. >> >> >> >> I'm using RT 4.0.5 >> > >> > templates.pod in the docs/ directory of your install covers all the >> > top level variables available. ?You'll need to read RT's API docs to >> > find how to chain things together (such as perloc Ticket.pm). >> I've had a look over it and I'll work with it. >> >> Slightly off topic, have the perldocs been ported to any other format, >> such as PDF or html? > > There are tools such as pod2html or you could install the > RT::OnlineDocs extension. ?You can also browse things at github which > renders the .pod files as html. > > -kevin From falcone at bestpractical.com Thu Apr 19 13:09:26 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 19 Apr 2012 13:09:26 -0400 Subject: [rt-users] Adding New Transaction from scrip In-Reply-To: References: Message-ID: <20120419170926.GH8185@jibsheet.com> On Thu, Apr 19, 2012 at 10:28:33AM -0500, Kory Prince wrote: > (Sorry for the previous email. My work email client is terrible.) > > Hello all,Using a custom scrip action, I send sms messages to the new > owner of a ticket when they are assigned a ticket (On Owner Change.) > > I have researched on the web, browsed this mailing list, and went > through the perldoc of Ticket.pm, Transaction.pm, etc. > > I cannot find a way to simply add a transaction to the history of the ticket. > > For example the ideal thing to be able to? do would be to add a new > transaction like when it says: > The RT System Itself - Outgoing email recorded > > and attaches the message.I would like it to say > > The RT System itself - Outgoing SMS recorded > or something similiar and attach the sms message. > > But all I absolutely need is to be able to somehow record in the > history that the message was sent. > > From looking at the code, it seems that I should not create a > transaction object directly but use ticket methods to do so, but I > don't see any ticket methods that will create a new transaction! You want to use the _NewTransaction method available on Records. You can trace through the Correspond method on Tickets to get a sense of how it's typically used. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ges at wingfoot.org Thu Apr 19 14:48:34 2012 From: ges at wingfoot.org (Glenn Sieb) Date: Thu, 19 Apr 2012 14:48:34 -0400 Subject: [rt-users] RT::Authen::ExternalAuth with AD... Message-ID: Greetings.. :) I'm at $work, trying to set up AD authentication for RT 4.0.5. I'm getting the following error: [Thu Apr 19 18:38:57 2012] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_INVALID_CREDENTIALS 49 (/data/IH-Websites/rt/sbin/../local/lib/RT/Authen/ExternalAuth/LDAP.pm:492) [Thu Apr 19 18:38:57 2012] [error]: FAILED LOGIN for gsieb from 10.200.4.5 (/data/IH-Websites/rt/sbin/../lib/RT/Interface/Web.pm:665) We created a user to authenticate to AD for RT to use (RT_AD_USER). The goal is to be able to log in as USERNAME (as opposed to USERNAME at intranet.local). Any help would be greatly appreciated. I have to have this live by EOB today.. (yay for last minute projects)! Thanks in advance, everyone. My RT_SiteConfig.pm follows... Best, --Glenn RT_SiteConfig.pm: Set( $rtname, '$WORK.TLD'); Set( $Organization , '$WORK.TLD'); Set( $UseTransactionBatch , 1); @EmailInputEncodings = qw(utf-8 big5 us-ascii); Set( $WebBaseURL, 'https://helpdesk.$WORK.TLD'); Set( $WebDomain, 'helpdesk.$WORK.TLD'); Set( $CompanySpecific , '$WORK'); Set( $DatabaseUser , 'rt_user'); Set( $DatabasePassword , 'rt_user_password'); Set( $NotifyActor , 0); Set( $WebPath , ""); Set( $WebURL , $WebBaseURL . $WebPath . "/"); Set( $WebImagesURL , $WebPath . "/NoAuth/images/"); Set( $CorrespondAddress , 'help@$WORK.TLD'); Set( $CommentAddress , 'help-comment@$WORK.TLD'); Set( $SendmailPath , "/usr/local/sbin/sendmail"); Set( $Timezone , 'US/Eastern'); Set( $ParseNewMessageForTicketCcs, 1); Set( $RTAddressRegexp , '^(help|help-comment)+\@$WORK\.TLD$'); Set( $LogToSyslog, "info"); Set( @Plugins, qw(RT::Authen::ExternalAuth) ); Set( $ExternalAuthPriority, ['eFS_LDAP']); Set( $ExternalServiceUsesSSLorTLS, 0); Set( $AutoCreateNonExternalUsers, 0); Set( $ExternalInfoPriority, ['eFS_LDAP']); Set( $ExternalSettings, {'eFS_LDAP' => { 'type' => 'ldap', 'server' => 'DC01.intranet.local', 'user' => 'RT_AD_USER', 'pass' => 'RT_AD_USER_PASS', 'base' => 'dc=intranet,dc=local', 'filter' => '(objectClass=*)', 'd_filter' => '(objectclass=pwdPolicy)', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name', 'EmailAddress' ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', } }, }); 1; From korylprince at gmail.com Thu Apr 19 15:04:50 2012 From: korylprince at gmail.com (Kory Prince) Date: Thu, 19 Apr 2012 14:04:50 -0500 Subject: [rt-users] Adding New Transaction from scrip Message-ID: > You want to use the _NewTransaction method available on Records. > You can trace through the Correspond method on Tickets to get a sense > of how it's typically used. > > -kevin Thanks Kevin. Now correct if I'm wrong, but in order to have my own transaction type, I would have to Edit Transaction.pm (or do a local copy on top of it) to add it. What I eventually decided on was just adding a comment from the system user. Here is my final script for anyone interested: #Taken partly from http://kermit.yaxs.net/post/2061563927/request-tracker-quick-n-dirty-sending-sms-on-change # load the ticket, owner and user object my $Ticket = $self->TicketObj; my $OwnerID = $self->TicketObj->Owner; my $user = RT::User->new($RT::SystemUser); # set the requestor email and ticket subject - will be used in the SMS my $Requestor = $Ticket->RequestorAddresses; my $Subject = $Ticket->Subject; # load owners details and grab the mobile number from RT $user->Load($OwnerID); my $OwnerMobileNumber = $user->MobilePhone; # check if we have a mobile number for the new owner, leave a log message and quit if we dont if ( !$OwnerMobileNumber ) { $RT::Logger->info ( 'Not sending notification SMS - no mobile number found for owner'); return 1; } # some logging so we can check it's working $RT::Logger->info ( 'Sending SMS to '.$OwnerMobileNumber.', ticket subject is '.$Ticket->Subject.' requested by '.$Ticket->RequestorAddresses ); # ticket id my $url = $RT::WebURL . "m/ticket/show?id=" . $Ticket->Id; # and backticks to exec the sms script `python /opt/notify.py \"$OwnerMobileNumber\" \"Ticket assigned:\n $Requestor: $Subject\" \"$url\"`; $self->TicketObj->Comment( Content=>"Outgoing SMS Sent:\nTicket assigned:\n $Requestor: $Subject" ); return 1; Thanks Kory Prince Bullard ISD From ges at wingfoot.org Thu Apr 19 18:46:15 2012 From: ges at wingfoot.org (Glenn Sieb) Date: Thu, 19 Apr 2012 18:46:15 -0400 Subject: [rt-users] RT::Authen::ExternalAuth with AD... Message-ID: <415e8b0bdab5fe6479fe816adfd413f3.squirrel@www.wingfoot.org> Thanks to jibsheet & Paul in the IRC channel for their help! Best, --Glenn From jblaine at kickflop.net Thu Apr 19 21:23:35 2012 From: jblaine at kickflop.net (Jeff Blaine) Date: Thu, 19 Apr 2012 21:23:35 -0400 Subject: [rt-users] RT::Authen::ExternalAuth with AD... In-Reply-To: <415e8b0bdab5fe6479fe816adfd413f3.squirrel@www.wingfoot.org> References: <415e8b0bdab5fe6479fe816adfd413f3.squirrel@www.wingfoot.org> Message-ID: <4F90BA97.7090506@kickflop.net> Share the solution? On 4/19/2012 6:46 PM, Glenn Sieb wrote: > Thanks to jibsheet& Paul in the IRC channel for their help! > > Best, > --Glenn > > > From ges at wingfoot.org Thu Apr 19 22:57:28 2012 From: ges at wingfoot.org (Glenn Sieb) Date: Thu, 19 Apr 2012 22:57:28 -0400 Subject: [rt-users] RT::Authen::ExternalAuth with AD... In-Reply-To: <4F90BA97.7090506@kickflop.net> References: <415e8b0bdab5fe6479fe816adfd413f3.squirrel@www.wingfoot.org> <4F90BA97.7090506@kickflop.net> Message-ID: <4F90D098.6050106@wingfoot.org> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 4/19/12 9:23 PM, Jeff Blaine wrote: > Share the solution? In the LDAP definition of RT_SiteConfig, where you set up the user to query as, and such, the ldap user login wasn't working until we added the @domain.ou bit to the end of it. So if the AD domain is dc=intranet,dc=local, the user had to be user at intranet.local then it started working. And there was much rejoicing in the office when it did.. :-) Best, - --Glenn -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (Darwin) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iEYEARECAAYFAk+Q0JgACgkQf5MxTDXTimGssQCfbvzngA/izrXfwr9JWO6Yo8Xz Nv4An3umOoIb/OQ/hIzpvEECAx6j271q =EEfV -----END PGP SIGNATURE----- From jvdwege at xs4all.nl Fri Apr 20 02:52:34 2012 From: jvdwege at xs4all.nl (Joop) Date: Fri, 20 Apr 2012 08:52:34 +0200 Subject: [rt-users] RT::Authen::ExternalAuth with AD... In-Reply-To: <4F90D098.6050106@wingfoot.org> References: <415e8b0bdab5fe6479fe816adfd413f3.squirrel@www.wingfoot.org> <4F90BA97.7090506@kickflop.net> <4F90D098.6050106@wingfoot.org> Message-ID: <4F9107B2.8050806@xs4all.nl> Glenn Sieb wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > On 4/19/12 9:23 PM, Jeff Blaine wrote: > >> Share the solution? >> > > In the LDAP definition of RT_SiteConfig, where you set up the user to > query as, and such, the ldap user login wasn't working until we added > the @domain.ou bit to the end of it. > > So if the AD domain is dc=intranet,dc=local, the user had to be > user at intranet.local then it started working. > I'm also using AD and I don't have to add the @domain.local to my login. I had a look at your RT_SiteConfig but didn't see the obvious. Will check later to see what difference there is between my and yours. Joop From gerald.radix at gmail.com Fri Apr 20 05:57:01 2012 From: gerald.radix at gmail.com (Gerald) Date: Fri, 20 Apr 2012 11:57:01 +0200 Subject: [rt-users] Failed to load module RT::Action::LinearEscalate Message-ID: <4F9132ED.4040104@gmail.com> Hi, I have installed LinearEsclate in Request Tracker 4.05. When i launch in a terminal this command : rt-crontool --search RT::Search::FromSQL --search-arg "(Status='new' OR Status='open' OR Status = 'stalled')" --action RT::Action::LinearEscalate i have this error : [Fri Apr 20 09:44:37 2012] [crit]: Failed to load module RT::Action::LinearEscalate. () at ./rt-crontool line 307. (/opt/rt4/bin/../lib/RT.pm:341) Failed to load module RT::Action::LinearEscalate. () at ./rt-crontool line 307. From kristian.davies at gmail.com Fri Apr 20 06:25:24 2012 From: kristian.davies at gmail.com (Kristian Davies) Date: Fri, 20 Apr 2012 11:25:24 +0100 Subject: [rt-users] List CF values Message-ID: Is it possible via the REST api to get a list of possible CF values? Someone speculatively asked me the question and I had not idea.. Cheers, Kristian From Michael.Newland at TIMCO.aero Fri Apr 20 06:45:56 2012 From: Michael.Newland at TIMCO.aero (Michael Newland) Date: Fri, 20 Apr 2012 06:45:56 -0400 Subject: [rt-users] Duplicate requests Message-ID: Is there an easy way to prevent duplicate tickets from being created? This has been an ongoing issue and unfortunately we have so many tickets created on a daily basis, it is difficult to look at all the queues to see if there is an existing ticket. Any help would be greatly appreciated. We are running version 4.0.2 Thanks!!! -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjrc at sanger.ac.uk Fri Apr 20 08:02:52 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Fri, 20 Apr 2012 13:02:52 +0100 Subject: [rt-users] Duplicate requests In-Reply-To: References: Message-ID: On 20 Apr 2012, at 11:45, Michael Newland wrote: > Is there an easy way to prevent duplicate tickets from being created? This has been an ongoing issue and unfortunately we have so many tickets created on a daily basis, it is difficult to look at all the queues to see if there is an existing ticket. > > Any help would be greatly appreciated. We are running version 4.0.2 Well, you can merge tickets, which you could presumably do in a Scrip. That means you just have to work out which are duplicates, and that's the hard part, unless the tickets are being machine-generated in a way that's predictable. 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 adenyer at ekn.com Fri Apr 20 08:38:58 2012 From: adenyer at ekn.com (Austin Denyer) Date: Fri, 20 Apr 2012 08:38:58 -0400 Subject: [rt-users] Memory leak (RT 4.0.5) In-Reply-To: <4F8FD3E4.6050002@netcologne.de> References: <4F8EAE79.1000905@ekn.com> <2EE98F8C-AFF9-4287-A968-68635783EB6B@sanger.ac.uk> <4F8FD3E4.6050002@netcologne.de> Message-ID: <4F9158E2.1070403@ekn.com> On 04/19/2012 04:59 AM, Christian Loos wrote: > > You can set MaxRequestsPerChild for the mpm_worker_module. > This should also affect RT if you run it with mod_perl. Thanks for your input. I tried changing this but it didn't seem to help any. (I did a full apache2 restart after changing.) I'll try tweaking a few other settings in there to see if it makes a difference. Thanks. Regards, Austin. -- Austin L. Denyer. I. T. Server & Security Administrator. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 262 bytes Desc: OpenPGP digital signature URL: From falcone at bestpractical.com Fri Apr 20 08:49:56 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 20 Apr 2012 08:49:56 -0400 Subject: [rt-users] RT::Authen::ExternalAuth with AD... In-Reply-To: <4F9107B2.8050806@xs4all.nl> References: <415e8b0bdab5fe6479fe816adfd413f3.squirrel@www.wingfoot.org> <4F90BA97.7090506@kickflop.net> <4F90D098.6050106@wingfoot.org> <4F9107B2.8050806@xs4all.nl> Message-ID: <20120420124956.GI8185@jibsheet.com> On Fri, Apr 20, 2012 at 08:52:34AM +0200, Joop wrote: > Glenn Sieb wrote: > >On 4/19/12 9:23 PM, Jeff Blaine wrote: > >>Share the solution? > > > >In the LDAP definition of RT_SiteConfig, where you set up the user to > >query as, and such, the ldap user login wasn't working until we added > >the @domain.ou bit to the end of it. > > > >So if the AD domain is dc=intranet,dc=local, the user had to be > >user at intranet.local then it started working. > I'm also using AD and I don't have to add the @domain.local to my > login. I had a look at your RT_SiteConfig but didn't see the > obvious. Will check later to see what difference there is between my > and yours. AD varies wildly. Sometimes a username is enough, sometimes you need username at realm and sometimes you need a full DN. If you're lucky, you can get an AD Admin to read the logs, but most of the time you just have to try all three until it works. This is why the list often suggests testing with ldapsearch to debug auth problems. -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 Apr 20 09:04:30 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 20 Apr 2012 09:04:30 -0400 Subject: [rt-users] schema of the mysql-database suitable to RT 4.0.5 In-Reply-To: <7100627.1334907399012.SLOX.WebMail.wwwrun@riva.bgc-jena.mpg.de> References: <33713298.post@talk.nabble.com> <20120419141131.GE8185@jibsheet.com> <7100627.1334907399012.SLOX.WebMail.wwwrun@riva.bgc-jena.mpg.de> Message-ID: <20120420130430.GW63589@jibsheet.com> Please keep list mail on the list. On Fri, Apr 20, 2012 at 09:36:39AM +0200, Joerg Hollandmoritz wrote: > As I mentioned already we have a fresh installation of RT 4.0.5. with > only importing data from a former version. This was handled via > mysql-export at the old version (3.6.3) and mysql-import in the new > version (phpmyadmin). > Then I made the following: > " root at ultra:/opt/helpdesk.tmp# make upgrade-database > /usr/bin/perl -I/opt/helpdesk/local/lib -I/opt/helpdesk/lib > sbin/rt-setup-database --action upgrade --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: DV_rt > User: dvATmysql > DBA: root > Enter RT version you're upgrading from: 4.0.5 > The version 4.0.5 you're upgrading to is up to date. > Done. " > > How can I see the version of the schema of the mysql-database? > How can I get the mysql-database properly running with RT ? The command asked what version you're upgrading from, which you say is 3.6.3. You'll need to enter that at the prompt. You'll also need to read and follow all other upgrade steps in docs/UPGRADING 3.6 3.8 and 4.0 as well as paying particular attention to docs/UPGRADING.mysql -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Apr 20 09:11:57 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 20 Apr 2012 09:11:57 -0400 Subject: [rt-users] Memory leak (RT 4.0.5) In-Reply-To: <4F9158E2.1070403@ekn.com> References: <4F8EAE79.1000905@ekn.com> <2EE98F8C-AFF9-4287-A968-68635783EB6B@sanger.ac.uk> <4F8FD3E4.6050002@netcologne.de> <4F9158E2.1070403@ekn.com> Message-ID: <20120420131157.GJ8185@jibsheet.com> On Fri, Apr 20, 2012 at 08:38:58AM -0400, Austin Denyer wrote: > On 04/19/2012 04:59 AM, Christian Loos wrote: > > > > You can set MaxRequestsPerChild for the mpm_worker_module. > > This should also affect RT if you run it with mod_perl. > > Thanks for your input. > > I tried changing this but it didn't seem to help any. (I did a full > apache2 restart after changing.) > > I'll try tweaking a few other settings in there to see if it makes a > difference. If you can figure out replicable steps to make a vanilla install of RT leak, please file a bug. Unfortunately, to solve leaks, we know we need repeatable steps otherwise things tend to be very data/site specific. -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 Apr 20 09:15:01 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 20 Apr 2012 09:15:01 -0400 Subject: [rt-users] Failed to load module RT::Action::LinearEscalate In-Reply-To: <4F9132ED.4040104@gmail.com> References: <4F9132ED.4040104@gmail.com> Message-ID: <20120420131501.GK8185@jibsheet.com> On Fri, Apr 20, 2012 at 11:57:01AM +0200, Gerald wrote: > I have installed LinearEsclate in Request Tracker 4.05. LinearEscalate ships with RT 4.0.5 > When i launch in a terminal this command : > > rt-crontool --search RT::Search::FromSQL --search-arg > "(Status='new' OR Status='open' OR Status = 'stalled')" --action > RT::Action::LinearEscalate > > i have this error : > > [Fri Apr 20 09:44:37 2012] [crit]: Failed to load module > RT::Action::LinearEscalate. () at ./rt-crontool line 307. > (/opt/rt4/bin/../lib/RT.pm:341) > Failed to load module RT::Action::LinearEscalate. () at > ./rt-crontool line 307. This executes fine for me, ensure that your Unix user has permissions to see all the relevant files on disk. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jboris at adphila.org Fri Apr 20 11:51:35 2012 From: jboris at adphila.org (John BORIS) Date: Fri, 20 Apr 2012 11:51:35 -0400 Subject: [rt-users] Interfacing RT to Drupal Message-ID: <4F914D34.F036.002B.0@adphila.org> I am moving my old PHP-Nuke intranet site to Drupal 6.x. One of the items in my old Nuke site was a form that would allow users to make requests and then based on what they selected it would email the request to the correct queue on my RT installation. I want to have that same functionality in the Drupal site. Has anyone done this? Do I have to roll my own Drupal Module? I could just use the form and serve it up from a different web server but I would like to keep everything on the same system. I have been searching the Drupal modules but keep coming up with a Case Tracker which is not what I want. TIA John J. Boris Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia Chairman Professional IT Community Conference (PICC'12) www.picconf.org From davidtg at u.washington.edu Fri Apr 20 18:53:53 2012 From: davidtg at u.washington.edu (David T. Grayston) Date: Fri, 20 Apr 2012 22:53:53 +0000 Subject: [rt-users] SelfService redirect to New Ticket In-Reply-To: References: <07A5F0ABA6ABCE488CF01BB872138FEB2B1ABB@uwit-mbx07.exchange.washington.edu> Message-ID: <07A5F0ABA6ABCE488CF01BB872138FEB2B417F@uwit-mbx07.exchange.washington.edu> Thank you for the reply - I tweaked the suggested function and works as desired - now unprivileged users are dropped in the Create New Ticket page by default. David ------------------------------------------------------------------ David T. Grayston?????Systems & Database Administrator University of Washington?? School of Public Health Office of the Dean > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On > Behalf Of Ruslan Zakirov > Sent: Wednesday, April 18, 2012 6:50 AM > To: David T. Grayston > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] SelfService redirect to New Ticket > > On Tue, Apr 17, 2012 at 19:20, David T. Grayston > wrote: > > Hi all, > > > > > > > > I?m new to RT and we?re in the process of evaluating and setting up RT > > (v4.0.1/Ubuntu) ? one suggestion I got was if the SelfService site for > > unprivileged users would first land on the Create New Ticket vs Open > > Tickets page. > > > > > > > > I poked around the /share/html/SelfService and see that the Open > > Tickets is the index page and the tab/menus reflect this also. I think > > could change that (make Create New Ticket the index page) but I was > > considering that changing the initial redirect only would be better. > > But I can?t seem to find if there is a configuration setting or where > > in the code this redirect to SelfService happens. > > > > > > > > Any suggestions on this customization or where to possibly modify the > > redirect to the SelfService page is appreciated. > > > > ShowRequestedPage function in lib/RT/Interface/Web.pm. > > > > > > > > > David > > > > > > > > ------------------------------------------------------------------ > > David T. Grayston?????Systems & Database Administrator > > > > University of Washington?? School of Public Health > > > > Office of the Dean > > > > -- > Best regards, Ruslan. From ghilt at shadowprojects.org Sat Apr 21 04:13:35 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Sat, 21 Apr 2012 10:13:35 +0200 Subject: [rt-users] Creating a ticket with attachment in PHP In-Reply-To: <20120419125432.GD8185@jibsheet.com> References: <4F8E9000.8040108@shadowprojects.org> <20120419125432.GD8185@jibsheet.com> Message-ID: <4F926C2F.1030100@shadowprojects.org> Thanks. I didn't know there was a way to search into the archive. It's really useful. Guillaume Hilt Le 19/04/2012 14:54, Kevin Falcone a ?crit : > On Wed, Apr 18, 2012 at 11:57:20AM +0200, Guillaume Hilt wrote: >> I'm using RT 3.8.1 and REST API in PHP. >> >> I'm creating a ticket this way : >> $request = new HttpRequest( $conf['rt']['url'] . >> '/REST/1.0/ticket/new?user=' . $conf['rt']['user'] .'&pass=' . >> $conf['rt']['password'], HTTP_METH_POST ); >> $rt_queue = >> $conf['rt']['languages'][$conf['rt']['fallback_language']]; >> $post_data = array( 'content' => "Queue: " . $rt_queue . >> "\nRequestor: " . $_SESSION['customer']['login'] . "\nCF-OS: " . >> $_POST['os'] . "\nSubject: " . $_POST['subject'] . "\nOwner: " . >> $_SESSION['customer']['login'] . "\nText: " . str_replace( "\n", "\n >> ", $_POST['message'] ) . "\n" ); >> $request->addPostFields( $post_data ); >> $request->send(); >> >> It works well. >> >> Now i'm trying to add an attachment. >> >> I tried to add "attachment_1: my file content" to my post data but >> it doesn't work. >> >> What's the way to attach a file to a ticket using PHP ? > If you search the mailing list archives, you'll find that you can't > create a ticket with an attachment via the REST api, only > reply/comment with an attachment. I believe there is already a ticket > open about it. > > -kevin From bacon at walleyesoftware.com Sat Apr 21 11:35:48 2012 From: bacon at walleyesoftware.com (Jeff Bacon) Date: Sat, 21 Apr 2012 15:35:48 +0000 Subject: [rt-users] RTx::RightsMatrix and 4.0 Message-ID: Has anyone gotten the RightsMatrix extension to work correctly with RT4? Or is it so totally out of date that it won't work and I shouldn't bother? I have tried installing it multiple ways (from package, hand-pasting files where I think they should go) but I can't seem to convince it to work, and I'm finding the new methodology for rights assignment to be actually somewhat more cumbersome than it was in RT3. I think all the bits are in place. System configuration acknowledges that the perl module is loaded. The html files (which I have to copy manually) are in the search path (/opt/rt4/local/html). But the menu entry never shows up under Tools. And I'm not versed enough to determine how that's supposed to be triggered. Any thoughts? Thanks, -bacon From ges at wingfoot.org Sat Apr 21 11:49:08 2012 From: ges at wingfoot.org (Glenn Sieb) Date: Sat, 21 Apr 2012 11:49:08 -0400 Subject: [rt-users] RT::Authen::ExternalAuth with AD... In-Reply-To: <4F9107B2.8050806@xs4all.nl> References: <415e8b0bdab5fe6479fe816adfd413f3.squirrel@www.wingfoot.org> <4F90BA97.7090506@kickflop.net> <4F90D098.6050106@wingfoot.org> <4F9107B2.8050806@xs4all.nl> Message-ID: <4F92D6F4.1090102@wingfoot.org> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 4/20/12 2:52 AM, Joop wrote: > Glenn Sieb wrote: >> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 >> >> On 4/19/12 9:23 PM, Jeff Blaine wrote: >> >>> Share the solution? >>> >> >> In the LDAP definition of RT_SiteConfig, where you set up the >> user to query as, and such, the ldap user login wasn't working >> until we added the @domain.ou bit to the end of it. >> >> So if the AD domain is dc=intranet,dc=local, the user had to be >> user at intranet.local then it started working. >> > I'm also using AD and I don't have to add the @domain.local to my > login. I had a look at your RT_SiteConfig but didn't see the > obvious. Will check later to see what difference there is between > my and yours. Unsure--the one I posted to pastebin was the one that wasn't working. I'm just happy it's working :) I'm also happy we were able to demo this to the company on Friday afternoon, and it was a big hit. Now to figure out Approvals.. :) Best, - --Glenn -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (Darwin) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iEYEARECAAYFAk+S1vMACgkQf5MxTDXTimEI3wCeLaCWQ3b7fAtxyMIthvc0ATk+ ejYAn2TBnBhn6DVS4hibyhfRq1NEbdpI =AMs6 -----END PGP SIGNATURE----- From falcone at bestpractical.com Sat Apr 21 16:26:24 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Sat, 21 Apr 2012 16:26:24 -0400 Subject: [rt-users] RTx::RightsMatrix and 4.0 In-Reply-To: References: Message-ID: <20120421202624.GL8185@jibsheet.com> On Sat, Apr 21, 2012 at 03:35:48PM +0000, Jeff Bacon wrote: > Has anyone gotten the RightsMatrix extension to work correctly with RT4? Or is it so totally out of date that it won't work and I shouldn't bother? > > I have tried installing it multiple ways (from package, hand-pasting files where I think they should go) but I can't seem to convince it to work, and I'm finding the new methodology for rights assignment to be actually somewhat more cumbersome than it was in RT3. > > I think all the bits are in place. > System configuration acknowledges that the perl module is loaded. > The html files (which I have to copy manually) are in the search path (/opt/rt4/local/html). > But the menu entry never shows up under Tools. And I'm not versed enough to determine how that's supposed to be triggered. The way that menus work changed between RT3 and RT4, I suspect the author needs to update the extension to work with RT4's menus. I'm not sure if our ACL changes will affect the internal workings of the module, but the menu should be a straightforward fix. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From scott.sjodin at gmail.com Sun Apr 22 09:37:55 2012 From: scott.sjodin at gmail.com (Scott Sjodin) Date: Sun, 22 Apr 2012 17:37:55 +0400 Subject: [rt-users] Dependencies for RT 4.0.5 on CentOS 5 Message-ID: Hi there, So I've stood up a CentOS 5 server. I've downloaded and extracted RT 4.0.5. Through the make fixdeps and testdeps I've had to do a lot of wrangling to get all the dependencies to install correctly. I had to upgrade Perl from 5.8 to 5.12 (so I believe I have 2 Perl installs at this point). Getting right to it, I only have one dependency that's missing. When I run make testdeps | grep MISSING I get the following: > XML::RSS ...MISSING > SOME DEPENDENCIES WERE MISSING. > XML::RSS ...MISSING > make: *** [testdeps] Error 1 When I open up CPAN and attempt to install, I get the following: install XML::RSS > Going to read '/root/.cpan/Metadata' > Database was generated on Sat, 21 Apr 2012 21:19:04 GMT > XML::RSS is up to date (1.49). I renamed the old perl to be "perl58" (so if I absolutely need it in the future, I can rename it back). Then I made a symbolic link to the new perl binary so that the location of the old binary still pointed to it mv /usr/bin/perl /usr/bin/perl58 ln -s /usr/local/bin/perl /usr/bin/perl Is there something I missed? Any thoughts? Thanks in advance. Scott -------------- next part -------------- An HTML attachment was scrubbed... URL: From sjalexander at mpbx.com Sun Apr 22 10:27:26 2012 From: sjalexander at mpbx.com (Stephen J Alexander) Date: Sun, 22 Apr 2012 09:27:26 -0500 Subject: [rt-users] Dependencies for RT 4.0.5 on CentOS 5 In-Reply-To: References: Message-ID: It sounds like you might have mixed your perl environments, which might be an unhealthy thing. You should get rid of the symlink; it is liable to cause problems for you. I suggest you determine whether cpan installed the XML::RSS under /usr/lib or /usr/local/lib: /usr/local/bin/perl -mXML::RSS -e "" If that throws an error, that means that you're using the wrong cpan (from the /usr/ vs the /usr/local install) In which case try the following to determine whether cpan is also in the new environment: /usr/local/bin/perl -mCPAN -e "" If this throws errors then you need to build cpan for the new environment. Regards, Stephen J Alexander MPBX, LLC http://mpbx.com 832-713-6729 On Sun, Apr 22, 2012 at 8:37 AM, Scott Sjodin wrote: > Hi there, > > So I've stood up a CentOS 5 server. I've downloaded and extracted RT > 4.0.5. Through the make fixdeps and testdeps I've had to do a lot of > wrangling to get all the dependencies to install correctly. I had to > upgrade Perl from 5.8 to 5.12 (so I believe I have 2 Perl installs at this > point). > > Getting right to it, I only have one dependency that's missing. When I run > make testdeps | grep MISSING I get the following: > > >> XML::RSS ...MISSING >> SOME DEPENDENCIES WERE MISSING. >> XML::RSS ...MISSING >> make: *** [testdeps] Error 1 > > > When I open up CPAN and attempt to install, I get the following: > > install XML::RSS >> Going to read '/root/.cpan/Metadata' >> Database was generated on Sat, 21 Apr 2012 21:19:04 GMT >> XML::RSS is up to date (1.49). > > > I renamed the old perl to be "perl58" (so if I absolutely need it in the > future, I can rename it back). Then I made a symbolic link to the new perl > binary so that the location of the old binary still pointed to it > > mv /usr/bin/perl /usr/bin/perl58 > > ln -s /usr/local/bin/perl /usr/bin/perl > > Is there something I missed? Any thoughts? Thanks in advance. > > Scott > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mailinglists at boksa.de Sun Apr 22 13:11:23 2012 From: mailinglists at boksa.de (Benjamin Boksa) Date: Sun, 22 Apr 2012 19:11:23 +0200 Subject: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] In-Reply-To: <01BC166F-F840-4E8F-917E-65797E5B917F@boksa.de> References: <93C7F249-55C0-44C4-AF91-3435D051462B@boksa.de> <1B021992-73D7-4F8A-96BD-5394E8B5BB15@gmail.com> <01BC166F-F840-4E8F-917E-65797E5B917F@boksa.de> Message-ID: Hi Everyone, it's done :-) I have setup two GitHub repositories to host everything you need to run you own RT an JasperReports Server integration: RT-REST: http://projects.boksa.de/RT-REST/ RT-REST is a Java class library to interact with RT: Request Tracker's REST Interface. RT-Jasper: http://projects.boksa.de/RT-Jasper/ RT-Jasper is a toolkit to integrate RT: Request Tracker as a queryable data source in JasperServer. Feel free to give the components a try and let me know what you think :-) I have chosen to drop full installation instructions in favor of a demo system (see the RT-Jasper page for more information) and I assume you already have a RT installation to play with. To learn how to install JasperReports Server please refer to http://sourceforge.net/projects/jasperserver/files/JasperServer/JasperServer%204.5.0/JasperReports-Server-CP-Install-Guide.pdf/download . To help you with your questions I'll try to be around in #rt on irc.perl.org . I am really curious to see what you will say about my work and I hope there will be enough users using it to ensure a constant flow of great ideas and improvements. Enjoy the rest of your weekends :-) Benjamin Am 11.04.2012 um 13:18 schrieb Benjamin Boksa: > Wow - Thanks a lot for all of your feedback. > > I will try to setup a (github-)repository and some basic instructions about setting up RT4 and JasperServer on Debian 6 by the end of next week (April 22). At the moment I have to catch up on the backlog created while writing the integration toolkit - yesterday I started working on the backlog by sending out the first actual quarterly invoices created with it :-D > > In the meantime feel free to send me suggestions, tell me about features you would like to see and use cases to be covered so that I can prepare a proposed roadmap as soon as we start! Also I still don't have a name for the project (my local repository is named jasper-rt which seems very boring) - if you have any cool suggestions please share them :-) > > @mailinglist admins: Is it OK to use the rt-devel mailinglist for the first basic discussions or should I create a separate mailing list? > > Thanks a lot for all your answers, I am sure your interest and feedback will help making this a cool tool. > > Benjamin > > > > Am 09.04.2012 um 13:44 schrieb Robert Blackwell: > >> I agree this would be an excellent addition to RT. Is there a project >> repository set up somewhere? I would be interested using this and >> helping with the project. >> >> Robert >> >> >> On Mon, Apr 9, 2012 at 6:51 AM, Cornell D. Green wrote: >>> This sounds like an excellent addition to RT, a tool I myself have been working with since nearly its inception. >>> >>> Not much of a developer myself, I encourage you to consider at least making this available to the RT community, if not actually folding it into the RT code base. >>> >>> Cornell D. Green >>> CIO >>> CommunIT Solutions >>> Let's get Your Technology to WORK! >>> http://CommunIT.us/helpdesk >>> >>> On Apr 9, 2012, at 6:39 AM, Benjamin Boksa wrote: >>> >>>> Hi Everyone, >>>> >>>> RT has been my primary tool to manage Tickets and other Requests since 2001 (RT 2.x) and I am still using it everyday. During the last few years I integrated some billing functions into RT (by using custom fields, workflows etc.). As a natural consequence I have reached the point where I need a function I could not find in RT itself: easily manageable print layouts (aka PDFs ;-) ) that can be custom tailored to fit my client's needs (e.g. grouping by cost unit). >>>> >>>> After a few days of work I now have a completely working system that allows me to create pretty, printable Reports from RT using JasperReports Server [1]. >>>> >>>> It uses RT's REST API with customizable (query builder) queries and a simple definition (REST Interface URL, Username and Password) to access ticket data from JasperReports Server. I have done so by creating a custom DataSource [2] and a custom QueryExecuter [3] for JasperReports - all you need to know to prepare your data from RT to be used in a Jasper report are the credentials of your instance's REST Interface and the query builder query you would like to run - you should know all of these if you work with RT regularly ;-) >>>> >>>> You can then use tools like iReport [4] to design fantastic reporting templates for your RT data including your logo, graphs and many other cool things. >>>> >>>> As you already might have guessed I think I have found a pretty good solution to integrate RT and JasperReports Server. Now I am standing at the point where I wonder >>>> >>>> a) If this is interesting to the RT community (found some mails back in 2007)? >>>> b) If anyone of you is interested in joining my efforts to improve the solution? >>>> c) If there is anything else you would like to know about the solution? >>>> d) As a part of the project I have also built a single J2EE component (DAO [5]) to access the RT REST Interface - would you like to see this component to be released independently? >>>> >>>> I would be glad to get some feedback from you to see if this will be a cool thing for myself or if it makes sense to create a project for the RT community - I have many cool ideas in the back of my head (like direct integration into the RT web interface). >>>> >>>> Looking forward to your answers and sending curious greetings from Cologne >>>> >>>> Benjamin >>>> >>>> >>>> P.S.: As this is a very "developerish" topic I hope it is OK to crosspost this mail... >>>> >>>> >>>> [1] http://jasperforge.org/projects/jasperserver >>>> [2] http://jasperreports.sourceforge.net/sample.reference/datasource/index.html#customdatasource >>>> [3] http://jasperforge.org/uploads/publish/jasperreportswebsite/trunk/sample.reference/hibernate/index.html#queryexecuters >>>> [4] http://jasperforge.org/projects/ireport >>>> [5] http://java.sun.com/blueprints/corej2eepatterns/Patterns/DataAccessObject.html >>>> -------- >>>> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel >>> >>> -------- >>> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel >> > From chris at thetrafalgartravel.com Sun Apr 22 13:13:39 2012 From: chris at thetrafalgartravel.com (Chris Preston) Date: Sun, 22 Apr 2012 12:13:39 -0500 Subject: [rt-users] Can Rt run with postgresql instead of mysql Message-ID: <04fb01cd20ab$44c32ab0$0601a8c0@chrisp> Hello I sent this message before but I did not get an answer. This is my first email so I don't know if i sent it to the correct persons -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.sjodin at gmail.com Sun Apr 22 13:15:25 2012 From: scott.sjodin at gmail.com (Scott Sjodin) Date: Sun, 22 Apr 2012 21:15:25 +0400 Subject: [rt-users] Dependencies for RT 4.0.5 on CentOS 5 In-Reply-To: References: Message-ID: Stephen, Thanks for the prompt reply. Unless I entered the bash command incorrectly (which is entirely possible) both of those came back with "no code specified for -e" So two questions now since I've clearly mixed the environments (and I'm quite new to bash): 1. How do I remove that symlink? 2. How do I build CPAN in the new environment? Thanks so much for the reply again. On Sun, Apr 22, 2012 at 6:27 PM, Stephen J Alexander wrote: > It sounds like you might have mixed your perl environments, which might be > an unhealthy thing. You should get rid of the symlink; it is liable to > cause problems for you. > > I suggest you determine whether cpan installed the XML::RSS under /usr/lib > or /usr/local/lib: > /usr/local/bin/perl -mXML::RSS -e "" > If that throws an error, that means that you're using the wrong cpan (from > the /usr/ vs the /usr/local install) > > In which case try the following to determine whether cpan is also in the > new environment: > /usr/local/bin/perl -mCPAN -e "" > If this throws errors then you need to build cpan for the new environment. > > Regards, > > Stephen J Alexander > MPBX, LLC > http://mpbx.com > 832-713-6729 > > > > On Sun, Apr 22, 2012 at 8:37 AM, Scott Sjodin wrote: > >> Hi there, >> >> So I've stood up a CentOS 5 server. I've downloaded and extracted RT >> 4.0.5. Through the make fixdeps and testdeps I've had to do a lot of >> wrangling to get all the dependencies to install correctly. I had to >> upgrade Perl from 5.8 to 5.12 (so I believe I have 2 Perl installs at this >> point). >> >> Getting right to it, I only have one dependency that's missing. When I >> run make testdeps | grep MISSING I get the following: >> >> >>> XML::RSS ...MISSING >>> SOME DEPENDENCIES WERE MISSING. >>> XML::RSS ...MISSING >>> make: *** [testdeps] Error 1 >> >> >> When I open up CPAN and attempt to install, I get the following: >> >> install XML::RSS >>> Going to read '/root/.cpan/Metadata' >>> Database was generated on Sat, 21 Apr 2012 21:19:04 GMT >>> XML::RSS is up to date (1.49). >> >> >> I renamed the old perl to be "perl58" (so if I absolutely need it in the >> future, I can rename it back). Then I made a symbolic link to the new perl >> binary so that the location of the old binary still pointed to it >> >> mv /usr/bin/perl /usr/bin/perl58 >> >> ln -s /usr/local/bin/perl /usr/bin/perl >> >> Is there something I missed? Any thoughts? Thanks in advance. >> >> Scott >> >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.sjodin at gmail.com Sun Apr 22 13:39:49 2012 From: scott.sjodin at gmail.com (Scott Sjodin) Date: Sun, 22 Apr 2012 21:39:49 +0400 Subject: [rt-users] Dependencies for RT 4.0.5 on CentOS 5 In-Reply-To: References: Message-ID: Stephen, I figured out I was doing the bash command incorrectly. I navigated to /usr/local/bin/ and executed perl -mXML::RSS (without the -e) and it gave the following error: Can't locate XML/Parser.pm in @INC (@INC contains: > /usr/local/lib/perl5/site_perl/5.12.1/i686-linux-thread-multi > /usr/local/lib/perl5/site_perl/5.12.1 > /usr/local/lib/perl5/5.12.1/i686-linux-thread-multi > /usr/local/lib/perl5/5.12.1 .) at > /usr/local/lib/perl5/site_perl/5.12.1/XML/RSS.pm line 7. > BEGIN failed--compilation aborted at > /usr/local/lib/perl5/site_perl/5.12.1/XML/RSS.pm line 7. > Compilation failed in require. > BEGIN failed--compilation aborted. I tried the other command but nothing results. With the -e it gives the "no code specified for -e" error. The same two questions from earlier still apply though. Any help is appreciated, thanks for what you've assisted with so far. Scott On Sun, Apr 22, 2012 at 9:15 PM, Scott Sjodin wrote: > Stephen, > > Thanks for the prompt reply. > > Unless I entered the bash command incorrectly (which is entirely possible) > both of those came back with "no code specified for -e" > > So two questions now since I've clearly mixed the environments (and I'm > quite new to bash): > 1. How do I remove that symlink? > 2. How do I build CPAN in the new environment? > > Thanks so much for the reply again. > > > On Sun, Apr 22, 2012 at 6:27 PM, Stephen J Alexander > wrote: > >> It sounds like you might have mixed your perl environments, which might >> be an unhealthy thing. You should get rid of the symlink; it is liable to >> cause problems for you. >> >> I suggest you determine whether cpan installed the XML::RSS under >> /usr/lib or /usr/local/lib: >> /usr/local/bin/perl -mXML::RSS -e "" >> If that throws an error, that means that you're using the wrong cpan >> (from the /usr/ vs the /usr/local install) >> >> In which case try the following to determine whether cpan is also in the >> new environment: >> /usr/local/bin/perl -mCPAN -e "" >> If this throws errors then you need to build cpan for the new environment. >> >> Regards, >> >> Stephen J Alexander >> MPBX, LLC >> http://mpbx.com >> 832-713-6729 >> >> >> >> On Sun, Apr 22, 2012 at 8:37 AM, Scott Sjodin wrote: >> >>> Hi there, >>> >>> So I've stood up a CentOS 5 server. I've downloaded and extracted RT >>> 4.0.5. Through the make fixdeps and testdeps I've had to do a lot of >>> wrangling to get all the dependencies to install correctly. I had to >>> upgrade Perl from 5.8 to 5.12 (so I believe I have 2 Perl installs at this >>> point). >>> >>> Getting right to it, I only have one dependency that's missing. When I >>> run make testdeps | grep MISSING I get the following: >>> >>> >>>> XML::RSS ...MISSING >>>> SOME DEPENDENCIES WERE MISSING. >>>> XML::RSS ...MISSING >>>> make: *** [testdeps] Error 1 >>> >>> >>> When I open up CPAN and attempt to install, I get the following: >>> >>> install XML::RSS >>>> Going to read '/root/.cpan/Metadata' >>>> Database was generated on Sat, 21 Apr 2012 21:19:04 GMT >>>> XML::RSS is up to date (1.49). >>> >>> >>> I renamed the old perl to be "perl58" (so if I absolutely need it in >>> the future, I can rename it back). Then I made a symbolic link to the new >>> perl binary so that the location of the old binary still pointed to it >>> >>> mv /usr/bin/perl /usr/bin/perl58 >>> >>> ln -s /usr/local/bin/perl /usr/bin/perl >>> >>> Is there something I missed? Any thoughts? Thanks in advance. >>> >>> Scott >>> >>> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjrc at sanger.ac.uk Sun Apr 22 13:40:18 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Sun, 22 Apr 2012 18:40:18 +0100 Subject: [rt-users] Can Rt run with postgresql instead of mysql In-Reply-To: <04fb01cd20ab$44c32ab0$0601a8c0@chrisp> References: <04fb01cd20ab$44c32ab0$0601a8c0@chrisp> Message-ID: On 22 Apr 2012, at 18:13, Chris Preston wrote: > Hello I sent this message before but I did not get an answer. This is my first email so I don?t know if i sent it to the correct persons Yes. Instructions are in the README file that comes with RT. 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 sjalexander at mpbx.com Sun Apr 22 18:24:09 2012 From: sjalexander at mpbx.com (Stephen J Alexander) Date: Sun, 22 Apr 2012 17:24:09 -0500 Subject: [rt-users] Dependencies for RT 4.0.5 on CentOS 5 In-Reply-To: References: Message-ID: the pair of quotes are necessary after the -e (null argument - but it needs an argument in any case). If there's an error it'll exit without the -e "", but without an error it'll just sit there waiting for you. The -e is not important in the grand scheme of things. to remove the symlink, just "rm /usr/bin/perl" -- but note that CentOS might want there to be a perl there (i'm not sure about dependencies in that OS), so you may just as well "mv /usr/bin/perl58 /usr/bin/perl" to undo what you'd done earlier. To build cpan is a bit involved and somewhat off topic here so I'll refer you to the documentation on http://www.cpan.org, but you may not need to build it... check first to see if it came with your perl installation by attempting to run "/usr/local/bin/cpan" - if this works, then you're off the hook. Just make sure to run cpan and perl with the fully-qualified path instead of just the command name. Also, when it comes time to install RT, I think you will have to specify that perl is located at /usr/local/bin/perl instead of /usr/bin/perl Regards, Stephen J Alexander MPBX, LLC http://mpbx.com 832-713-6729 On Sun, Apr 22, 2012 at 12:39 PM, Scott Sjodin wrote: > Stephen, > > I figured out I was doing the bash command incorrectly. > > I navigated to /usr/local/bin/ and executed perl -mXML::RSS (without the > -e) and it gave the following error: > > Can't locate XML/Parser.pm in @INC (@INC contains: >> /usr/local/lib/perl5/site_perl/5.12.1/i686-linux-thread-multi >> /usr/local/lib/perl5/site_perl/5.12.1 >> /usr/local/lib/perl5/5.12.1/i686-linux-thread-multi >> /usr/local/lib/perl5/5.12.1 .) at >> /usr/local/lib/perl5/site_perl/5.12.1/XML/RSS.pm line 7. >> BEGIN failed--compilation aborted at >> /usr/local/lib/perl5/site_perl/5.12.1/XML/RSS.pm line 7. >> Compilation failed in require. >> BEGIN failed--compilation aborted. > > > I tried the other command but nothing results. With the -e it gives the > "no code specified for -e" error. The same two questions from earlier still > apply though. > > Any help is appreciated, thanks for what you've assisted with so far. > > Scott > > On Sun, Apr 22, 2012 at 9:15 PM, Scott Sjodin wrote: > >> Stephen, >> >> Thanks for the prompt reply. >> >> Unless I entered the bash command incorrectly (which is entirely >> possible) both of those came back with "no code specified for -e" >> >> So two questions now since I've clearly mixed the environments (and I'm >> quite new to bash): >> 1. How do I remove that symlink? >> 2. How do I build CPAN in the new environment? >> >> Thanks so much for the reply again. >> >> >> On Sun, Apr 22, 2012 at 6:27 PM, Stephen J Alexander < >> sjalexander at mpbx.com> wrote: >> >>> It sounds like you might have mixed your perl environments, which might >>> be an unhealthy thing. You should get rid of the symlink; it is liable to >>> cause problems for you. >>> >>> I suggest you determine whether cpan installed the XML::RSS under >>> /usr/lib or /usr/local/lib: >>> /usr/local/bin/perl -mXML::RSS -e "" >>> If that throws an error, that means that you're using the wrong cpan >>> (from the /usr/ vs the /usr/local install) >>> >>> In which case try the following to determine whether cpan is also in the >>> new environment: >>> /usr/local/bin/perl -mCPAN -e "" >>> If this throws errors then you need to build cpan for the new >>> environment. >>> >>> Regards, >>> >>> Stephen J Alexander >>> MPBX, LLC >>> http://mpbx.com >>> 832-713-6729 >>> >>> >>> >>> On Sun, Apr 22, 2012 at 8:37 AM, Scott Sjodin wrote: >>> >>>> Hi there, >>>> >>>> So I've stood up a CentOS 5 server. I've downloaded and extracted RT >>>> 4.0.5. Through the make fixdeps and testdeps I've had to do a lot of >>>> wrangling to get all the dependencies to install correctly. I had to >>>> upgrade Perl from 5.8 to 5.12 (so I believe I have 2 Perl installs at this >>>> point). >>>> >>>> Getting right to it, I only have one dependency that's missing. When I >>>> run make testdeps | grep MISSING I get the following: >>>> >>>> >>>>> XML::RSS ...MISSING >>>>> SOME DEPENDENCIES WERE MISSING. >>>>> XML::RSS ...MISSING >>>>> make: *** [testdeps] Error 1 >>>> >>>> >>>> When I open up CPAN and attempt to install, I get the following: >>>> >>>> install XML::RSS >>>>> Going to read '/root/.cpan/Metadata' >>>>> Database was generated on Sat, 21 Apr 2012 21:19:04 GMT >>>>> XML::RSS is up to date (1.49). >>>> >>>> >>>> I renamed the old perl to be "perl58" (so if I absolutely need it in >>>> the future, I can rename it back). Then I made a symbolic link to the new >>>> perl binary so that the location of the old binary still pointed to it >>>> >>>> mv /usr/bin/perl /usr/bin/perl58 >>>> >>>> ln -s /usr/local/bin/perl /usr/bin/perl >>>> >>>> Is there something I missed? Any thoughts? Thanks in advance. >>>> >>>> Scott >>>> >>>> >>> >>> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mgiammarco at gmail.com Mon Apr 23 04:51:12 2012 From: mgiammarco at gmail.com (Mario Giammarco) Date: Mon, 23 Apr 2012 08:51:12 +0000 (UTC) Subject: [rt-users] External auth: set default user options Message-ID: Hello, I am successfully using external auth to autocreate and autenticate users. I have a problem now: I need (obviously) to set some defaults like language, queue, some permissions. It seems to me that there is no easy way to do it and I cannot find documentation. It seems strange to me because I suppose this it a very common thing. Can you help me? Thanks in advance for any help, Mario From ghilt at shadowprojects.org Mon Apr 23 06:09:20 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Mon, 23 Apr 2012 12:09:20 +0200 Subject: [rt-users] Creating a ticket with attachment in PHP In-Reply-To: <4F926C2F.1030100@shadowprojects.org> References: <4F8E9000.8040108@shadowprojects.org> <20120419125432.GD8185@jibsheet.com> <4F926C2F.1030100@shadowprojects.org> Message-ID: <4F952A50.80400@shadowprojects.org> Ok, so i'm trying to comment an existing ticket with an attachment : "id: " . $ticket_id . "\nAction: comment\nText: Fichier joint\nAttachment: " . $_FILES['uploadedfile']['name'] . "\nattachment_1: " . file_get_contents( $_FILES['uploadedfile']['tmp_name'] ) . "\n" ); //Second way : i'm adding the attachment using postfile $post_data = array( 'content' => "id: " . $ticket_id . "\nAction: comment\nText: Fichier joint\n" ); $request->addPostFields( $post_data ); $request->addPostFile( $_FILES['uploadedfile']['name'], file_get_contents( $_FILES['uploadedfile']['tmp_name'] ) ); $result = $request->send(); ?> Either way, it doesn't work. First way gives me a syntax error : HttpMessage Object ( [type:protected] => 2 [body:protected] => RT/3.8.10 409 Syntax Error # Syntax error. id: 48 Action: comment Text: Fichier joint Attachment: ftp_networth.jpg attachment_1: \xFF\xD8\xFF\xE0 JFIF  ` ` \xFF\xE1\xE8Exif MM *  ;  #K-\xB4\xF3\xE5<\xC5d\xC90\xAA\x9D\xCA\xDF+60pGKY^!\xD1c??\xB5\xFF J\xB9\xB2\xBB\xB4\x9B\xED\xB7v\xDB Second way gives me this error : PHP Fatal error: Uncaught exception 'HttpInvalidParamException' with message 'Empty or too short HTTP message What am i doing wrong ? I searched in this list archive and google but I didn't find any example on how to send an attachment with PHP and the API. Regards, Guillaume Hilt Le 21/04/2012 10:13, Guillaume Hilt a ?crit : > Thanks. > I didn't know there was a way to search into the archive. It's really > useful. > > Guillaume Hilt > > > Le 19/04/2012 14:54, Kevin Falcone a ?crit : >> On Wed, Apr 18, 2012 at 11:57:20AM +0200, Guillaume Hilt wrote: >>> I'm using RT 3.8.1 and REST API in PHP. >>> >>> I'm creating a ticket this way : >>> $request = new HttpRequest( $conf['rt']['url'] . >>> '/REST/1.0/ticket/new?user=' . $conf['rt']['user'] .'&pass=' . >>> $conf['rt']['password'], HTTP_METH_POST ); >>> $rt_queue = >>> $conf['rt']['languages'][$conf['rt']['fallback_language']]; >>> $post_data = array( 'content' => "Queue: " . $rt_queue . >>> "\nRequestor: " . $_SESSION['customer']['login'] . "\nCF-OS: " . >>> $_POST['os'] . "\nSubject: " . $_POST['subject'] . "\nOwner: " . >>> $_SESSION['customer']['login'] . "\nText: " . str_replace( "\n", "\n >>> ", $_POST['message'] ) . "\n" ); >>> $request->addPostFields( $post_data ); >>> $request->send(); >>> >>> It works well. >>> >>> Now i'm trying to add an attachment. >>> >>> I tried to add "attachment_1: my file content" to my post data but >>> it doesn't work. >>> >>> What's the way to attach a file to a ticket using PHP ? >> If you search the mailing list archives, you'll find that you can't >> create a ticket with an attachment via the REST api, only >> reply/comment with an attachment. I believe there is already a ticket >> open about it. >> >> -kevin > From jholl at bgc-jena.mpg.de Mon Apr 23 06:46:00 2012 From: jholl at bgc-jena.mpg.de (Joerg Hollandmoritz) Date: Mon, 23 Apr 2012 12:46:00 +0200 (CEST) Subject: [rt-users] schema of the mysql-database suitable to RT 4.0.5 Message-ID: <7666360.1335177960758.SLOX.WebMail.wwwrun@riva.bgc-jena.mpg.de> Hi! I created a new database; then I imported the data from a former version. After that I made all the updates (schema,...) like described below. make upgrade-database ? upgrading from 3.6.3 => _______________________________________ /usr/bin/perl -I/opt/helpdesk/local/lib -I/opt/helpdesk/lib sbin/rt-setup-database --action upgrade --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: DV_rt User: dvATmysql DBA: root Enter RT version you're upgrading from: 3.6.3 No DB changes since 3.6.3. Done. _______________________________________ The RT 4.0.5 seems to be working, but two problems persist: 1) The user root possesses the password root 3134336162623631346331366434373832623763613966303536646135663463 After looging in the password changed to 21736861353132214952642f71666a37334a427153414a5a2149626b534f507850704669786c6b38 {it's not usable} 2) When I wanted to change the owner of a ticket I get the message: "Ergebnisse ? * Konnte Besitzer nicht ?ndern:" [Can't change owner] The access-log says: ip.ip.ip.ip - - [23/Apr/2012:11:53:37 +0200] "GET /Ticket/ModifyAll.html?id=18895 HTTP/1.1" 200 7340 ip.ip.ip.ip - - [23/Apr/2012:11:53:50 +0200] "POST /Ticket/ModifyAll.html HTTP/1.1" 200 7458 Can you give me some hints ? Best George Am Fr 20.04.2012 15:04 schrieb Kevin Falcone : > Please keep list mail on the list. > > On Fri, Apr 20, 2012 at 09:36:39AM +0200, Joerg Hollandmoritz wrote: > > As I mentioned already we have a fresh installation of RT 4.0.5. > > with > > only importing data from a former version. This was handled via > > mysql-export at the old version (3.6.3) and mysql-import in the new > > version (phpmyadmin). > > Then I made the following: > > " root at ultra:/opt/helpdesk.tmp# make upgrade-database > > /usr/bin/perl -I/opt/helpdesk/local/lib -I/opt/helpdesk/lib > > sbin/rt-setup-database --action upgrade --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: DV_rt > > User: dvATmysql > > DBA: root > > Enter RT version you're upgrading from: 4.0.5 > > The version 4.0.5 you're upgrading to is up to date. > > Done. " > > > > How can I see the version of the schema of the mysql-database? > > How can I get the mysql-database properly running with RT ? > > The command asked what version you're upgrading from, which you say is > 3.6.3. You'll need to enter that at the prompt. You'll also > need to read and follow all other upgrade steps in docs/UPGRADING 3.6 > 3.8 and 4.0 as well as paying particular attention to > docs/UPGRADING.mysql > > -kevin From jacobo.urdiales at cekon.es Mon Apr 23 07:19:09 2012 From: jacobo.urdiales at cekon.es (Jacobo Urdiales) Date: Mon, 23 Apr 2012 13:19:09 +0200 Subject: [rt-users] Can't locate Plack/Handler/Apache2.pm Message-ID: <4F953AAD.2000907@cekon.es> Hi all, I am trying to install RT 4.0.5 con a Centos 5 Have gone through all the install steps (even the perl cpan stuff...) and build the database under Mysql. Now I have created a file in /etc/httpd/conf.d/rt.conf with the following stuff # Optional apache logs for RT # ErrorLog /opt/rt4/var/log/apache2.error # TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 DocumentRoot "/opt/rt4/share/html" Order allow,deny Allow from all SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); But upon restarting apache i get this error Can't locate Plack/Handler/Apache2.pm in @INC (@INC contains: /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at /etc/httpd/conf.d/rt.conf line 11.\nBEGIN failed--compilation aborted\t(in cleanup) Can't locate Plack/Handler/Apache2.pm in @INC (@INC contains: /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at /etc/httpd/conf.d/rt.conf line 11.\nBEGIN failed--compilation aborted at /etc/httpd/conf.d/rt.conf line 11.\n The point is that I installed perl version 5.14 and compiled rt eith that also installed the modules under that version. But I do not know why seems that apache or whatever has the old path. Tried to modify (even copy) the path contents to old locations but more errors rise.. Can you help me? From sjalexander at mpbx.com Mon Apr 23 07:59:12 2012 From: sjalexander at mpbx.com (Stephen J Alexander) Date: Mon, 23 Apr 2012 06:59:12 -0500 Subject: [rt-users] Can't locate Plack/Handler/Apache2.pm In-Reply-To: <4F953AAD.2000907@cekon.es> References: <4F953AAD.2000907@cekon.es> Message-ID: The following is from a perl guy perspective (I'm no expert with RT). I don't remember what options are available during build and install, but in the source files it looks like /usr/bin/perl is hardcoded. So unless there is a simpler way I don't know about, you would need to change them to point to /usr/local/bin/perl (or whatever path you've installed the new perl on). The files that call /usr/bin/perl within my RT installation are: ./bin/rt-mailgate ./bin/importusers.pl ./bin/rt ./bin/rt-crontool ./sbin/rt-email-group-admin ./sbin/rt-server ./sbin/rt-setup-database ./sbin/rt-setup-fulltext-index ./sbin/rt-shredder ./sbin/rt-attributes-viewer ./sbin/rt-email-dashboards ./sbin/rt-session-viewer ./sbin/standalone_httpd ./sbin/rt-preferences-viewer ./sbin/rt-server.fcgi ./sbin/rt-clean-sessions ./sbin/rt-test-dependencies ./sbin/rt-dump-metadata ./sbin/rt-validator ./sbin/rt-fulltext-indexer ./sbin/rt-email-digest As I mentioned in a previous post, it's a bad idea to mix your perl environments, so you may want, at a minimum, to 'yum reinstall perl' so that your distro perl doesn't cause you headaches later. Regards, Stephen J Alexander MPBX, LLC http://mpbx.com 832-713-6729 On Mon, Apr 23, 2012 at 6:19 AM, Jacobo Urdiales wrote: > Hi all, > I am trying to install RT 4.0.5 con a Centos 5 > Have gone through all the install steps (even the perl cpan stuff...) and > build the database under Mysql. > Now I have created a file in /etc/httpd/conf.d/rt.conf with the following > stuff > > > # Optional apache logs for RT > # ErrorLog /opt/rt4/var/log/apache2.error > # TransferLog /opt/rt4/var/log/apache2.**access > # LogLevel debug > > AddDefaultCharset UTF-8 > DocumentRoot "/opt/rt4/share/html" > > > Order allow,deny > Allow from all > > SetHandler modperl > PerlResponseHandler Plack::Handler::Apache2 > PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > > use Plack::Handler::Apache2; > Plack::Handler::Apache2->**preload("/opt/rt4/sbin/rt-** > server"); > > > > But upon restarting apache i get this error > > Can't locate Plack/Handler/Apache2.pm in @INC (@INC contains: > /usr/lib/perl5/site_perl/5.8.**8/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.**8.8/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.**8.8 /usr/lib/perl5/vendor_perl > /usr/lib/perl5/5.8.8/i386-**linux-thread-multi /usr/lib/perl5/5.8.8 . > /etc/httpd) at /etc/httpd/conf.d/rt.conf line 11.\nBEGIN > failed--compilation aborted\t(in cleanup) Can't locate > Plack/Handler/Apache2.pm in @INC (@INC contains: > /usr/lib/perl5/site_perl/5.8.**8/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.**8.8/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.**8.8 /usr/lib/perl5/vendor_perl > /usr/lib/perl5/5.8.8/i386-**linux-thread-multi /usr/lib/perl5/5.8.8 . > /etc/httpd) at /etc/httpd/conf.d/rt.conf line 11.\nBEGIN > failed--compilation aborted at /etc/httpd/conf.d/rt.conf line 11.\n > > The point is that I installed perl version 5.14 and compiled rt eith that > also installed the modules under that version. But I do not know why seems > that apache or whatever has the old path. > Tried to modify (even copy) the path contents to old locations but more > errors rise.. > > Can you help me? > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jiten at cobite.com Mon Apr 23 08:19:14 2012 From: jiten at cobite.com (jiten) Date: Mon, 23 Apr 2012 08:19:14 -0400 Subject: [rt-users] populate other custom fields from autocomplete custom field Message-ID: I have three custom fields: 1. Employee name (automcomplete) 2. Employee id (not visible to users) 3. Business unit The users will type in the employee name partially and get suggestions and complete the name using the suggestions. I have this part working. I understand that I will have to customize the code and am happy to do that. What I want to make happen is that the employee id and business unit of that employee be automatically set when employee is selected. What is the best approach for this and what files would I need to modify? From tony at dataproservices.co.uk Mon Apr 23 09:43:09 2012 From: tony at dataproservices.co.uk (Tony Atkinson) Date: Mon, 23 Apr 2012 14:43:09 +0100 Subject: [rt-users] OnCreate (except if reminder) Message-ID: <4F955C6D.9040207@dataproservices.co.uk> Hello, I'm looking for help with a custom scrip The scrip that notifies AdminCCs on create is also triggered by reminders - which I'm looking to stop I found this, which is exactly what I'm wanting http://lists.bestpractical.com/pipermail/rt-users/2009-December/062565.html > my $trans = $self->TransactionObj; > my $ticket = $self->TicketObj; > return 0 unless $trans->Type == 'Create'; > return 0 unless $ticket->Type != 'reminder'; > return 1; But the custom code doesn't seem to work (completely disables AdminCC notifications) It was written in 2009, so I'm guessing something has changed in the API? Can anyone point me to the right way of doing "On create, except for reminders, notify AdminCCs" -- Tony Atkinson Office: 01375 398111 Mobile: 07939 997369 PGP: D9D5DA10 Datapro Services Limited 2 High Street, Grays, Essex. RM17 6LU www.dataproservices.co.uk Company No: 3478926 Vat No: 714 5668 24 From falcone at bestpractical.com Mon Apr 23 10:28:26 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 23 Apr 2012 10:28:26 -0400 Subject: [rt-users] schema of the mysql-database suitable to RT 4.0.5 In-Reply-To: <7666360.1335177960758.SLOX.WebMail.wwwrun@riva.bgc-jena.mpg.de> References: <20120420130430.GW63589@jibsheet.com> <7666360.1335177960758.SLOX.WebMail.wwwrun@riva.bgc-jena.mpg.de> Message-ID: <20120423142826.GM8185@jibsheet.com> On Mon, Apr 23, 2012 at 12:46:00PM +0200, Joerg Hollandmoritz wrote: > Hi! > > I created a new database; then I imported the data from a former > version. After that I made all the updates (schema,...) like described > below. > make upgrade-database > ? upgrading from 3.6.3 => > _______________________________________ > /usr/bin/perl -I/opt/helpdesk/local/lib -I/opt/helpdesk/lib > sbin/rt-setup-database --action upgrade --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: DV_rt > User: dvATmysql > DBA: root > Enter RT version you're upgrading from: 3.6.3 > No DB changes since 3.6.3. This is wrong, there are a ton of changes since 3.6.3. Where are you running the command from? You're support to run it from the unpacked RT tarball. Your selects below demonstrate that the length of the password field is still insufficient. You also don't appear to have run any of the other upgrade steps between 3.6 and 4.0 that I pointed out in my earlier email, this includes a vitally important characterset change between 3.6 and 3.8. I've called out the note from before: > > need to read and follow all other upgrade steps in docs/UPGRADING 3.6 > > 3.8 and 4.0 as well as paying particular attention to > > docs/UPGRADING.mysql You may find the blog post on upgrading useful http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Apr 23 10:29:27 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 23 Apr 2012 10:29:27 -0400 Subject: [rt-users] Creating a ticket with attachment in PHP In-Reply-To: <4F952A50.80400@shadowprojects.org> References: <4F8E9000.8040108@shadowprojects.org> <20120419125432.GD8185@jibsheet.com> <4F926C2F.1030100@shadowprojects.org> <4F952A50.80400@shadowprojects.org> Message-ID: <20120423142927.GN8185@jibsheet.com> On Mon, Apr 23, 2012 at 12:09:20PM +0200, Guillaume Hilt wrote: > Ok, so i'm trying to comment an existing ticket with an attachment : > > > $request = new HttpRequest( $conf['rt']['url'] . > '/REST/1.0/ticket/' . $ticket_id . '/comment?user=' . > $conf['rt']['user'] . '&pass=' . $conf['rt']['password'], > HTTP_METH_POST ); > > // First way : attachment is directly in the request content > $post_data = array( 'content' => "id: " . $ticket_id . > "\nAction: comment\nText: Fichier joint\nAttachment: " . > $_FILES['uploadedfile']['name'] . "\nattachment_1: " . > file_get_contents( $_FILES['uploadedfile']['tmp_name'] ) . "\n" ); > > //Second way : i'm adding the attachment using postfile > $post_data = array( 'content' => "id: " . $ticket_id . > "\nAction: comment\nText: Fichier joint\n" ); > $request->addPostFields( $post_data ); > > $request->addPostFile( $_FILES['uploadedfile']['name'], > file_get_contents( $_FILES['uploadedfile']['tmp_name'] ) ); > $result = $request->send(); > > ?> > > Either way, it doesn't work. > > First way gives me a syntax error : > > HttpMessage Object > ( > [type:protected] => 2 > [body:protected] => RT/3.8.10 409 Syntax Error > > # Syntax error. > > id: 48 > Action: comment > Text: Fichier joint > Attachment: ftp_networth.jpg > attachment_1: \xFF\xD8\xFF\xE0 JFIF  ` ` \xFF\xE1\xE8Exif MM *  ;  > > #K-\xB4\xF3\xE5<\xC5d\xC90\xAA\x9D\xCA\xDF+60pGKY^!\xD1c??\xB5\xFF J\xB9\xB2\xBB\xB4\x9B\xED\xB7v\xDB > > > Second way gives me this error : > PHP Fatal error: Uncaught exception 'HttpInvalidParamException' > with message 'Empty or too short HTTP message > > What am i doing wrong ? > > I searched in this list archive and google but I didn't find any > example on how to send an attachment with PHP and the API. There are tests for this, so I know it works, I suggest using the bin/rt command line client in debug mode to see what it sends over the wire. Otherwise, numerous people have used PHP/Python/Ruby/Java to talk to the REST api so perhaps someone will volunteer some sample code. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Apr 23 10:30:40 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 23 Apr 2012 10:30:40 -0400 Subject: [rt-users] Can't locate Plack/Handler/Apache2.pm In-Reply-To: <4F953AAD.2000907@cekon.es> References: <4F953AAD.2000907@cekon.es> Message-ID: <20120423143040.GO8185@jibsheet.com> On Mon, Apr 23, 2012 at 01:19:09PM +0200, Jacobo Urdiales wrote: > But upon restarting apache i get this error > > Can't locate Plack/Handler/Apache2.pm in @INC (@INC contains: > /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl > /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . > /etc/httpd) at /etc/httpd/conf.d/rt.conf line 11.\nBEGIN > failed--compilation aborted\t(in cleanup) Can't locate > Plack/Handler/Apache2.pm in @INC (@INC contains: > /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl > /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . > /etc/httpd) at /etc/httpd/conf.d/rt.conf line 11.\nBEGIN > failed--compilation aborted at /etc/httpd/conf.d/rt.conf line 11.\n > > The point is that I installed perl version 5.14 and compiled rt eith > that also installed the modules under that version. But I do not > know why seems that apache or whatever has the old path. > Tried to modify (even copy) the path contents to old locations but > more errors rise.. Did you compile apache/mod_perl with 5.14 or are you using vendor packages that still point to the 5.8 install? If you want to use your own perl build, fastcgi will be easier. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jacobo.urdiales at cekon.es Mon Apr 23 10:39:17 2012 From: jacobo.urdiales at cekon.es (Jacobo Urdiales) Date: Mon, 23 Apr 2012 16:39:17 +0200 Subject: [rt-users] Can't locate Plack/Handler/Apache2.pm In-Reply-To: <20120423143040.GO8185@jibsheet.com> References: <4F953AAD.2000907@cekon.es> <20120423143040.GO8185@jibsheet.com> Message-ID: <4F956995.7020906@cekon.es> Hi Kevin, Actually on centos5 perl 5.8.8 is installed using yum. But there is a cpan library with is not working with versions older than 5.10 so i had to download and compile 5.14. So after the cpan and dependancies nightmare not sure if any package is still pointing to the old perl... The system is going to have just 30 requests a month or so. So I do not think using cgi would be a problem. Can you tell me what to touch or move to use it? Regards, Jacobo PD: Thanks for your help! El 23/04/12 16:30, Kevin Falcone escribi?: > On Mon, Apr 23, 2012 at 01:19:09PM +0200, Jacobo Urdiales wrote: >> But upon restarting apache i get this error >> >> Can't locate Plack/Handler/Apache2.pm in @INC (@INC contains: >> /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi >> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl >> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi >> /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl >> /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . >> /etc/httpd) at /etc/httpd/conf.d/rt.conf line 11.\nBEGIN >> failed--compilation aborted\t(in cleanup) Can't locate >> Plack/Handler/Apache2.pm in @INC (@INC contains: >> /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi >> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl >> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi >> /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl >> /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . >> /etc/httpd) at /etc/httpd/conf.d/rt.conf line 11.\nBEGIN >> failed--compilation aborted at /etc/httpd/conf.d/rt.conf line 11.\n >> >> The point is that I installed perl version 5.14 and compiled rt eith >> that also installed the modules under that version. But I do not >> know why seems that apache or whatever has the old path. >> Tried to modify (even copy) the path contents to old locations but >> more errors rise.. > Did you compile apache/mod_perl with 5.14 or are you using vendor > packages that still point to the 5.8 install? > > If you want to use your own perl build, fastcgi will be easier. > > -kevin From ghilt at shadowprojects.org Mon Apr 23 10:51:32 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Mon, 23 Apr 2012 16:51:32 +0200 Subject: [rt-users] Creating a ticket with attachment in PHP In-Reply-To: <20120423142927.GN8185@jibsheet.com> References: <4F8E9000.8040108@shadowprojects.org> <20120419125432.GD8185@jibsheet.com> <4F926C2F.1030100@shadowprojects.org> <4F952A50.80400@shadowprojects.org> <20120423142927.GN8185@jibsheet.com> Message-ID: <4F956C74.5010801@shadowprojects.org> I hope so because I didn't find anything. I'm still digging and now I'm sending this kind of request to RT : HttpRequest Object ( [options:HttpRequest:private] => [postFields:HttpRequest:private] => Array ( [content] => id: 56 Action: comment Text: Fichier joint Attachment: ftp_networth.jpg --uploadfichiersupport-- [attachment_1] => filename: ftp_networth.jpg Content-Type: image/jpeg ???? .... (file content) Request Content-Type is set to "multipart/form-data; boundary=uploadfichiersupport". I'm trying to find my way using the VB.net example. Guillaume Hilt Le 23/04/2012 16:29, Kevin Falcone a ?crit : > On Mon, Apr 23, 2012 at 12:09:20PM +0200, Guillaume Hilt wrote: >> Ok, so i'm trying to comment an existing ticket with an attachment : >> >> > >> $request = new HttpRequest( $conf['rt']['url'] . >> '/REST/1.0/ticket/' . $ticket_id . '/comment?user=' . >> $conf['rt']['user'] . '&pass=' . $conf['rt']['password'], >> HTTP_METH_POST ); >> >> // First way : attachment is directly in the request content >> $post_data = array( 'content' => "id: " . $ticket_id . >> "\nAction: comment\nText: Fichier joint\nAttachment: " . >> $_FILES['uploadedfile']['name'] . "\nattachment_1: " . >> file_get_contents( $_FILES['uploadedfile']['tmp_name'] ) . "\n" ); >> >> //Second way : i'm adding the attachment using postfile >> $post_data = array( 'content' => "id: " . $ticket_id . >> "\nAction: comment\nText: Fichier joint\n" ); >> $request->addPostFields( $post_data ); >> >> $request->addPostFile( $_FILES['uploadedfile']['name'], >> file_get_contents( $_FILES['uploadedfile']['tmp_name'] ) ); >> $result = $request->send(); >> >> ?> >> >> Either way, it doesn't work. >> >> First way gives me a syntax error : >> >> HttpMessage Object >> ( >> [type:protected] => 2 >> [body:protected] => RT/3.8.10 409 Syntax Error >> >> # Syntax error. >> >> id: 48 >> Action: comment >> Text: Fichier joint >> Attachment: ftp_networth.jpg >> attachment_1: \xFF\xD8\xFF\xE0 JFIF  ` ` \xFF\xE1\xE8Exif MM *  ;  >> >> #K-\xB4\xF3\xE5<\xC5d\xC90\xAA\x9D\xCA\xDF+60pGKY^!\xD1c??\xB5\xFF J\xB9\xB2\xBB\xB4\x9B\xED\xB7v\xDB >> >> >> Second way gives me this error : >> PHP Fatal error: Uncaught exception 'HttpInvalidParamException' >> with message 'Empty or too short HTTP message >> >> What am i doing wrong ? >> >> I searched in this list archive and google but I didn't find any >> example on how to send an attachment with PHP and the API. > There are tests for this, so I know it works, I suggest using the > bin/rt command line client in debug mode to see what it sends over the > wire. Otherwise, numerous people have used PHP/Python/Ruby/Java to > talk to the REST api so perhaps someone will volunteer some sample > code. > > -kevin From falcone at bestpractical.com Mon Apr 23 11:07:55 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 23 Apr 2012 11:07:55 -0400 Subject: [rt-users] OnCreate (except if reminder) In-Reply-To: <4F955C6D.9040207@dataproservices.co.uk> References: <4F955C6D.9040207@dataproservices.co.uk> Message-ID: <20120423150755.GP8185@jibsheet.com> On Mon, Apr 23, 2012 at 02:43:09PM +0100, Tony Atkinson wrote: > Hello, > I'm looking for help with a custom scrip > > The scrip that notifies AdminCCs on create is also triggered by > reminders - which I'm looking to stop > > I found this, which is exactly what I'm wanting > http://lists.bestpractical.com/pipermail/rt-users/2009-December/062565.html > > > my $trans = $self->TransactionObj; > > my $ticket = $self->TicketObj; > > return 0 unless $trans->Type == 'Create'; > > return 0 unless $ticket->Type != 'reminder'; > > return 1; > > But the custom code doesn't seem to work (completely disables AdminCC > notifications) > It was written in 2009, so I'm guessing something has changed in the API? > > Can anyone point me to the right way of doing > "On create, except for reminders, notify AdminCCs" I'm amazed that code ever worked, it's doing numerical comparison of strings (eq and ne vs == and !=). You can read more about them in perldoc perlop, but a straight swap should be enough, although I might phrase the second check differently. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From tony at dataproservices.co.uk Mon Apr 23 11:27:48 2012 From: tony at dataproservices.co.uk (Tony Atkinson) Date: Mon, 23 Apr 2012 16:27:48 +0100 Subject: [rt-users] OnCreate (except if reminder) In-Reply-To: <20120423150755.GP8185@jibsheet.com> References: <4F955C6D.9040207@dataproservices.co.uk> <20120423150755.GP8185@jibsheet.com> Message-ID: <4F9574F4.3090503@dataproservices.co.uk> On 23/04/12 16:07, Kevin Falcone wrote: > I'm amazed that code ever worked, it's doing numerical comparison of > strings (eq and ne vs == and !=). Ah-ha, thanks (damn perl, just has to do things differently to bash... ;) -- Tony Atkinson Office: 01375 398111 Mobile: 07939 997369 PGP: D9D5DA10 Datapro Services Limited 2 High Street, Grays, Essex. RM17 6LU www.dataproservices.co.uk Company No: 3478926 Vat No: 714 5668 24 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 554 bytes Desc: OpenPGP digital signature URL: From johnathan.bell at baker.edu Mon Apr 23 11:36:56 2012 From: johnathan.bell at baker.edu (johnathan.bell at baker.edu) Date: Mon, 23 Apr 2012 11:36:56 -0400 Subject: [rt-users] =?windows-1252?q?Custom_field_questions=85_=28Permissi?= =?windows-1252?q?ons=2C_Viewing=2C_and_Hiding=29?= Message-ID: <852900B5-0CBE-459E-ABA9-227A3DD21E33@baker.edu> -1- Maybe I'm going about it the wrong way, but I'm trying to create a custom field that is "internal use only". The idea is that we have one massive queue for everything, and then a helpdesk triages the requests, and then modifies this field to the appropriate department, who then picks up the ticket based on department and location. However, it doesn't make sense for someone to edit this value from the selfservice page, as they may not know the appropriate department to route the request to, so how can I restrict access to this field? I tried making it so that only privileged users can see it (via the custom field rights), but that doesn't seem to have any effect. Also ticked and unticked the box from the queue properties, but that too seems to do nothing. Am I doing something wrong? -2- Is there a way that I can only show custom fields in the "The Basics" info box if users are privileged? In this case, I want to restrict viewing of some linked data displaying use directory information to be viewed only by privileged users. Once again, the permissions don't seem to have any effect. -3- Lastly, on the self-service form, is there a way to show/hide a text box based on the selection(s) in other select boxes? The idea is that I have several selection boxes that allow you to pick different topics regarding the ticket. However, on each selection, there's an "other" as well. To that end, I've added a box to allow users to explain their "other". Is there a straighforward way of making the form hide this "other" box until it has the context to display it. --- I believe I could modify these changes into RT via an overlay, but I'd rather go for a more dynamic solution storing this information in the database, or configuring RT in such a way that it behaves like I want it to? Thanks, Johnathan -- Johnathan Bell Internet System Administrator, Baker College Office Hours: 7A-4P Eastern, M-F -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Apr 23 12:03:43 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 23 Apr 2012 12:03:43 -0400 Subject: [rt-users] Can't locate Plack/Handler/Apache2.pm In-Reply-To: <4F956995.7020906@cekon.es> References: <4F953AAD.2000907@cekon.es> <20120423143040.GO8185@jibsheet.com> <4F956995.7020906@cekon.es> Message-ID: <20120423160343.GQ8185@jibsheet.com> On Mon, Apr 23, 2012 at 04:39:17PM +0200, Jacobo Urdiales wrote: > Actually on centos5 perl 5.8.8 is installed using yum. But there is > a cpan library with is not working with versions older than 5.10 so > i had to download and compile 5.14. RT should install just fine against 5.8.8, but obviously a newer perl is nicer to have an easier to maintain. > So after the cpan and dependancies nightmare not sure if any package > is still pointing to the old perl... mod_perl is compiled into apache and judging from your error messages is clearly pointing to 5.8.8 > The system is going to have just 30 requests a month or so. So I do > not think using cgi would be a problem. fastcgi, not cgi. You can read about the two fastcgi solutions (mod_fastcgi and mod_fcgid) in docs/web_deployment.pod -kevin > El 23/04/12 16:30, Kevin Falcone escribi?: > >On Mon, Apr 23, 2012 at 01:19:09PM +0200, Jacobo Urdiales wrote: > >>But upon restarting apache i get this error > >> > >>Can't locate Plack/Handler/Apache2.pm in @INC (@INC contains: > >>/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi > >>/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl > >>/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi > >>/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl > >>/usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . > >>/etc/httpd) at /etc/httpd/conf.d/rt.conf line 11.\nBEGIN > >>failed--compilation aborted\t(in cleanup) Can't locate > >>Plack/Handler/Apache2.pm in @INC (@INC contains: > >>/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi > >>/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl > >>/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi > >>/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl > >>/usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . > >>/etc/httpd) at /etc/httpd/conf.d/rt.conf line 11.\nBEGIN > >>failed--compilation aborted at /etc/httpd/conf.d/rt.conf line 11.\n > >> > >>The point is that I installed perl version 5.14 and compiled rt eith > >>that also installed the modules under that version. But I do not > >>know why seems that apache or whatever has the old path. > >>Tried to modify (even copy) the path contents to old locations but > >>more errors rise.. > >Did you compile apache/mod_perl with 5.14 or are you using vendor > >packages that still point to the 5.8 install? > > > >If you want to use your own perl build, fastcgi will be easier. > > > >-kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From scott.pestana at linguamatics.com Mon Apr 23 12:26:15 2012 From: scott.pestana at linguamatics.com (Scott Pestana) Date: Mon, 23 Apr 2012 12:26:15 -0400 Subject: [rt-users] One more Question About LDAP Import Extension Message-ID: <4F9582A7.30405@linguamatics.com> All, We are happy with LDAP Import, with the following mapping: Set($LDAPMapping, { 'Name' => 'uid', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'ExternalAuthId' => 'uid', 'Gecos' => 'gecos' } ); We're trying to figure out though; which is the key RT checks to see if users already exist? When running in debug mode we get this output: Processing user spestana User spestana already exists as 494, skipping Imported 38/48 users But there's no way of knowing if that's the Name, or the ExternalAuthId. Can you give us some insight here? Right now, my inspection of the code has me feeling this defaults to the first field listed by the LDAPMapping. -- N. Scott Pestana IT Infrastructure Linguamatics 275 Grove Street, Suite 2-400 Newton, MA 02466 Tel: +1-774-571-7135 US Tel: +1-617-674-3256 UK Tel: 011-44-1223-421360 UK Fax: 011-44-1223-421361 Web: www.linguamatics.com From jacobo.urdiales at cekon.es Mon Apr 23 16:22:51 2012 From: jacobo.urdiales at cekon.es (Jacobo Urdiales) Date: Mon, 23 Apr 2012 22:22:51 +0200 Subject: [rt-users] Can't locate Plack/Handler/Apache2.pm In-Reply-To: <20120423160343.GQ8185@jibsheet.com> References: <4F953AAD.2000907@cekon.es> <20120423143040.GO8185@jibsheet.com> <4F956995.7020906@cekon.es> <20120423160343.GQ8185@jibsheet.com> Message-ID: <4F95BA1B.2030803@cekon.es> Hi Kevin, Just build a new Centos5. Followed the install process and came to a problem using perl 5.8.8 component HTML::TextWrapper has to be manually intalled on cpan because of two dependancies. component Text::Wrapper fails because of perl version here it is maybe to update requirements or documentation... cpan> install Text::Wrapper CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Mon, 23 Apr 2012 13:39:03 GMT Running install for module Text::Wrapper Running make for C/CJ/CJM/Text-Wrapper-1.03.tar.gz CPAN: Digest::MD5 loaded ok CPAN: Compress::Zlib loaded ok Checksum for /root/.cpan/sources/authors/id/C/CJ/CJM/Text-Wrapper-1.03.tar.gz ok Scanning cache /root/.cpan/build for sizes Text-Wrapper-1.03/ Text-Wrapper-1.03/README Text-Wrapper-1.03/Changes Text-Wrapper-1.03/LICENSE Text-Wrapper-1.03/MANIFEST Text-Wrapper-1.03/META.yml Text-Wrapper-1.03/META.json Text-Wrapper-1.03/t/ Text-Wrapper-1.03/t/00-load.t Text-Wrapper-1.03/t/20-unicode.t Text-Wrapper-1.03/t/10-wrapper.t Text-Wrapper-1.03/t/00-all_prereqs.t Text-Wrapper-1.03/t/release-pod-syntax.t Text-Wrapper-1.03/t/release-pod-coverage.t Text-Wrapper-1.03/Makefile.PL Text-Wrapper-1.03/lib/ Text-Wrapper-1.03/lib/Text/ Text-Wrapper-1.03/lib/Text/Wrapper.pm Text-Wrapper-1.03/example/ Text-Wrapper-1.03/example/gettysburg.pl Removing previously used /root/.cpan/build/Text-Wrapper-1.03 CPAN.pm: Going to build C/CJ/CJM/Text-Wrapper-1.03.tar.gz *Perl v5.10.0 required--this is only v5.8.8, stopped at Makefile.PL line 5.* BEGIN failed--compilation aborted at Makefile.PL line 5. Running make test Make had some problems, maybe interrupted? Won't test Running make install Make had some problems, maybe interrupted? Won't install cpan> El 23/04/12 18:03, Kevin Falcone escribi?: > On Mon, Apr 23, 2012 at 04:39:17PM +0200, Jacobo Urdiales wrote: >> Actually on centos5 perl 5.8.8 is installed using yum. But there is >> a cpan library with is not working with versions older than 5.10 so >> i had to download and compile 5.14. > RT should install just fine against 5.8.8, but obviously a newer perl > is nicer to have an easier to maintain. > >> So after the cpan and dependancies nightmare not sure if any package >> is still pointing to the old perl... > mod_perl is compiled into apache and judging from your error messages > is clearly pointing to 5.8.8 > >> The system is going to have just 30 requests a month or so. So I do >> not think using cgi would be a problem. > fastcgi, not cgi. > You can read about the two fastcgi solutions (mod_fastcgi and > mod_fcgid) in docs/web_deployment.pod > > -kevin > >> El 23/04/12 16:30, Kevin Falcone escribi?: >>> On Mon, Apr 23, 2012 at 01:19:09PM +0200, Jacobo Urdiales wrote: >>>> But upon restarting apache i get this error >>>> >>>> Can't locate Plack/Handler/Apache2.pm in @INC (@INC contains: >>>> /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi >>>> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl >>>> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi >>>> /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl >>>> /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . >>>> /etc/httpd) at /etc/httpd/conf.d/rt.conf line 11.\nBEGIN >>>> failed--compilation aborted\t(in cleanup) Can't locate >>>> Plack/Handler/Apache2.pm in @INC (@INC contains: >>>> /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi >>>> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl >>>> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi >>>> /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl >>>> /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . >>>> /etc/httpd) at /etc/httpd/conf.d/rt.conf line 11.\nBEGIN >>>> failed--compilation aborted at /etc/httpd/conf.d/rt.conf line 11.\n >>>> >>>> The point is that I installed perl version 5.14 and compiled rt eith >>>> that also installed the modules under that version. But I do not >>>> know why seems that apache or whatever has the old path. >>>> Tried to modify (even copy) the path contents to old locations but >>>> more errors rise.. >>> Did you compile apache/mod_perl with 5.14 or are you using vendor >>> packages that still point to the 5.8 install? >>> >>> If you want to use your own perl build, fastcgi will be easier. >>> >>> -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From jacobo.urdiales at cekon.es Mon Apr 23 16:32:54 2012 From: jacobo.urdiales at cekon.es (Jacobo Urdiales) Date: Mon, 23 Apr 2012 22:32:54 +0200 Subject: [rt-users] Can't locate Plack/Handler/Apache2.pm In-Reply-To: <4F95BA1B.2030803@cekon.es> References: <4F953AAD.2000907@cekon.es> <20120423143040.GO8185@jibsheet.com> <4F956995.7020906@cekon.es> <20120423160343.GQ8185@jibsheet.com> <4F95BA1B.2030803@cekon.es> Message-ID: <4F95BC76.2050905@cekon.es> Hi all, Manually downloaded and installed Text::Wrapper version 1.02 from cpan and dependancies solved make testdeps El 23/04/12 22:22, Jacobo Urdiales escribi?: > Hi Kevin, > Just build a new Centos5. > Followed the install process and came to a problem using perl 5.8.8 > component HTML::TextWrapper has to be manually intalled on cpan > because of two dependancies. > component Text::Wrapper fails because of perl version > > here it is maybe to update requirements or documentation... > > cpan> install Text::Wrapper > CPAN: Storable loaded ok > Going to read /root/.cpan/Metadata > Database was generated on Mon, 23 Apr 2012 13:39:03 GMT > Running install for module Text::Wrapper > Running make for C/CJ/CJM/Text-Wrapper-1.03.tar.gz > CPAN: Digest::MD5 loaded ok > CPAN: Compress::Zlib loaded ok > Checksum for > /root/.cpan/sources/authors/id/C/CJ/CJM/Text-Wrapper-1.03.tar.gz ok > Scanning cache /root/.cpan/build for sizes > Text-Wrapper-1.03/ > Text-Wrapper-1.03/README > Text-Wrapper-1.03/Changes > Text-Wrapper-1.03/LICENSE > Text-Wrapper-1.03/MANIFEST > Text-Wrapper-1.03/META.yml > Text-Wrapper-1.03/META.json > Text-Wrapper-1.03/t/ > Text-Wrapper-1.03/t/00-load.t > Text-Wrapper-1.03/t/20-unicode.t > Text-Wrapper-1.03/t/10-wrapper.t > Text-Wrapper-1.03/t/00-all_prereqs.t > Text-Wrapper-1.03/t/release-pod-syntax.t > Text-Wrapper-1.03/t/release-pod-coverage.t > Text-Wrapper-1.03/Makefile.PL > Text-Wrapper-1.03/lib/ > Text-Wrapper-1.03/lib/Text/ > Text-Wrapper-1.03/lib/Text/Wrapper.pm > Text-Wrapper-1.03/example/ > Text-Wrapper-1.03/example/gettysburg.pl > Removing previously used /root/.cpan/build/Text-Wrapper-1.03 > > CPAN.pm: Going to build C/CJ/CJM/Text-Wrapper-1.03.tar.gz > > *Perl v5.10.0 required--this is only v5.8.8, stopped at Makefile.PL > line 5.* > BEGIN failed--compilation aborted at Makefile.PL line 5. > Running make test > Make had some problems, maybe interrupted? Won't test > Running make install > Make had some problems, maybe interrupted? Won't install > > cpan> > > > > > El 23/04/12 18:03, Kevin Falcone escribi?: >> On Mon, Apr 23, 2012 at 04:39:17PM +0200, Jacobo Urdiales wrote: >>> Actually on centos5 perl 5.8.8 is installed using yum. But there is >>> a cpan library with is not working with versions older than 5.10 so >>> i had to download and compile 5.14. >> RT should install just fine against 5.8.8, but obviously a newer perl >> is nicer to have an easier to maintain. >> >>> So after the cpan and dependancies nightmare not sure if any package >>> is still pointing to the old perl... >> mod_perl is compiled into apache and judging from your error messages >> is clearly pointing to 5.8.8 >> >>> The system is going to have just 30 requests a month or so. So I do >>> not think using cgi would be a problem. >> fastcgi, not cgi. >> You can read about the two fastcgi solutions (mod_fastcgi and >> mod_fcgid) in docs/web_deployment.pod >> >> -kevin >> >>> El 23/04/12 16:30, Kevin Falcone escribi?: >>>> On Mon, Apr 23, 2012 at 01:19:09PM +0200, Jacobo Urdiales wrote: >>>>> But upon restarting apache i get this error >>>>> >>>>> Can't locate Plack/Handler/Apache2.pm in @INC (@INC contains: >>>>> /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi >>>>> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl >>>>> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi >>>>> /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl >>>>> /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . >>>>> /etc/httpd) at /etc/httpd/conf.d/rt.conf line 11.\nBEGIN >>>>> failed--compilation aborted\t(in cleanup) Can't locate >>>>> Plack/Handler/Apache2.pm in @INC (@INC contains: >>>>> /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi >>>>> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl >>>>> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi >>>>> /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl >>>>> /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . >>>>> /etc/httpd) at /etc/httpd/conf.d/rt.conf line 11.\nBEGIN >>>>> failed--compilation aborted at /etc/httpd/conf.d/rt.conf line 11.\n >>>>> >>>>> The point is that I installed perl version 5.14 and compiled rt eith >>>>> that also installed the modules under that version. But I do not >>>>> know why seems that apache or whatever has the old path. >>>>> Tried to modify (even copy) the path contents to old locations but >>>>> more errors rise.. >>>> Did you compile apache/mod_perl with 5.14 or are you using vendor >>>> packages that still point to the 5.8 install? >>>> >>>> If you want to use your own perl build, fastcgi will be easier. >>>> >>>> -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.pestana at linguamatics.com Mon Apr 23 17:01:38 2012 From: scott.pestana at linguamatics.com (Scott Pestana) Date: Mon, 23 Apr 2012 17:01:38 -0400 Subject: [rt-users] One more Question About LDAP Import Extension In-Reply-To: References: <4F9582A7.30405@linguamatics.com> Message-ID: <4F95C332.8090502@linguamatics.com> Johnathan, I used perl -d to traverse the execution of rtldapimport, and found that the module uses the Name field; it automatically assumes the Name field is one of the fields in the mapping. It does a test on the LDAP->RT mapping, but only to determine if one exists, not that it explicitly includes the Name field. I found code that explicitly picked Name as a hash key from the RT field names to query (and without quotes... *shudder*). I could be completely wrong about all of this, I'd love to be corrected if Mr. Falcone (the author) has some free time. -Scott On 4/23/2012 2:25 PM, johnathan.bell at baker.edu wrote: > In our instance, it seems that the username is keyed on email address > (even though we've got only the 'Name' field as the mapping for > logins)? I'd check that. The main reason for this, as I understand it, > is that even though you may specify some other field, RT still needs > to have a way of interpreting this when you've users replying to > tickets via email--the email address is the only thing the server has > to go on. > > Then again, I may be way off base. > > - Johnathan > > On Apr 23, 2012, at 12:26 PM, Scott Pestana wrote: > >> All, >> We are happy with LDAP Import, with the following mapping: >> >> Set($LDAPMapping, { 'Name' => 'uid', >> 'EmailAddress' => 'mail', >> 'RealName' => 'cn', >> 'ExternalAuthId' => 'uid', >> 'Gecos' => 'gecos' >> } >> ); >> >> We're trying to figure out though; which is the key RT checks to >> see if users already exist? When running in debug mode we get this >> output: >> >> Processing user spestana >> User spestana already exists as 494, skipping >> Imported 38/48 users >> >> But there's no way of knowing if that's the Name, or the >> ExternalAuthId. Can you give us some insight here? Right now, my >> inspection of the code has me feeling this defaults to the first >> field listed by the LDAPMapping. >> >> -- >> N. Scott Pestana >> IT Infrastructure >> Linguamatics >> 275 Grove Street, Suite 2-400 >> Newton, MA 02466 >> >> Tel: +1-774-571-7135 >> >> US Tel: +1-617-674-3256 >> UK Tel: 011-44-1223-421360 >> UK Fax: 011-44-1223-421361 >> Web: www.linguamatics.com >> > > -- > Johnathan Bell > Internet System Administrator, Baker College > Office Hours: 7A-4P Eastern, M-F > -- N. Scott Pestana IT Infrastructure Linguamatics 275 Grove Street, Suite 2-400 Newton, MA 02466 Tel: +1-774-571-7135 US Tel: +1-617-674-3256 UK Tel: 011-44-1223-421360 UK Fax: 011-44-1223-421361 Web: www.linguamatics.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From florin at andrei.myip.org Mon Apr 23 19:07:19 2012 From: florin at andrei.myip.org (Florin Andrei) Date: Mon, 23 Apr 2012 16:07:19 -0700 Subject: [rt-users] javascript tags showing in ticket text Message-ID: <4F95E0A7.6000709@andrei.myip.org> RT 4.0.5 with all dependencies installed. Some tickets are created by users emailing us from Outlook. In some of these tickets, I see this stuff: ############## Company Name Buyer Since when ############### It's displayed verbatim in the ticket body. I'm sure this is not displayed like that by Outlook. Any way to get rid of that javascript tag noise? Thanks. -- Florin Andrei http://florin.myip.org/ From gerald.radix at gmail.com Tue Apr 24 03:08:58 2012 From: gerald.radix at gmail.com (Gerald) Date: Tue, 24 Apr 2012 09:08:58 +0200 Subject: [rt-users] Plugin LinearEscalate Message-ID: <4F96518A.4070708@gmail.com> I have installed LinearEscalate.pm When i run this command : rt-crontool--search RT::Search::FromSQL--search-arg\ "(Status='new' OR Status='open' OR Status = 'stalled')" \ --action RT::Action::LinearEscalate I have : User RT not found, please contact RT administrator. From gerald.radix at gmail.com Tue Apr 24 06:16:45 2012 From: gerald.radix at gmail.com (Gerald) Date: Tue, 24 Apr 2012 12:16:45 +0200 Subject: [rt-users] Failed to load module RT::Action::LinearEscalate In-Reply-To: <20120420131501.GK8185@jibsheet.com> References: <4F9132ED.4040104@gmail.com> <20120420131501.GK8185@jibsheet.com> Message-ID: <4F967D8D.2020009@gmail.com> I have create an unix user : rtcrontool and i have add this user in www-data group And i have create in RT an user rtcrontool and set the unix user parameter to rtcrontool But i have ever : Failed to load module RT::Action::LinearEscalate... From falcone at bestpractical.com Tue Apr 24 10:53:51 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 24 Apr 2012 10:53:51 -0400 Subject: [rt-users] Can't locate Plack/Handler/Apache2.pm In-Reply-To: <4F95BA1B.2030803@cekon.es> References: <4F953AAD.2000907@cekon.es> <20120423143040.GO8185@jibsheet.com> <4F956995.7020906@cekon.es> <20120423160343.GQ8185@jibsheet.com> <4F95BA1B.2030803@cekon.es> Message-ID: <20120424145351.GR8185@jibsheet.com> On Mon, Apr 23, 2012 at 10:22:51PM +0200, Jacobo Urdiales wrote: > Removing previously used /root/.cpan/build/Text-Wrapper-1.03 > > CPAN.pm: Going to build C/CJ/CJM/Text-Wrapper-1.03.tar.gz > > Perl v5.10.0 required--this is only v5.8.8, stopped at Makefile.PL line 5. Ah, that's really unfortunate. I wonder why the change, we'll need to look into that with the author. -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 Apr 24 11:01:58 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 24 Apr 2012 11:01:58 -0400 Subject: [rt-users] One more Question About LDAP Import Extension In-Reply-To: <4F95C332.8090502@linguamatics.com> References: <4F9582A7.30405@linguamatics.com> <4F95C332.8090502@linguamatics.com> Message-ID: <20120424150158.GS8185@jibsheet.com> On Mon, Apr 23, 2012 at 05:01:38PM -0400, Scott Pestana wrote: > I used perl -d to traverse the execution of rtldapimport, and found that the module uses the > Name field; it automatically assumes the Name field is one of the fields in the mapping. It > does a test on the LDAP->RT mapping, but only to determine if one exists, not that it > explicitly includes the Name field. I found code that explicitly picked Name as a hash key > from the RT field names to query (and without quotes... *shudder*). > > I could be completely wrong about all of this, I'd love to be corrected if Mr. Falcone (the > author) has some free time. My understanding is that this behavior is different in the current development releases, although I've no idea what you mean by "without quotes". Most of the debugging messages are going to use the Users's Name, because if you don't have a username in RT, RT is going to get really confused. -kevin > > On 4/23/2012 2:25 PM, [1]johnathan.bell at baker.edu wrote: > > In our instance, it seems that the username is keyed on email address (even though we've got > only the 'Name' field as the mapping for logins) I'd check that. The main reason for this, > as I understand it, is that even though you may specify some other field, RT still needs to > have a way of interpreting this when you've users replying to tickets via email--the email > address is the only thing the server has to go on. > Then again, I may be way off base. > - Johnathan > On Apr 23, 2012, at 12:26 PM, Scott Pestana wrote: > > All, > We are happy with LDAP Import, with the following mapping: > > Set($LDAPMapping, { 'Name' => 'uid', > 'EmailAddress' => 'mail', > 'RealName' => 'cn', > 'ExternalAuthId' => 'uid', > 'Gecos' => 'gecos' > } > ); > > We're trying to figure out though; which is the key RT checks to see if users already > exist? When running in debug mode we get this output: > > Processing user spestana > User spestana already exists as 494, skipping > Imported 38/48 users > > But there's no way of knowing if that's the Name, or the ExternalAuthId. Can you give us > some insight here? Right now, my inspection of the code has me feeling this defaults to > the first field listed by the LDAPMapping. -------------- 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 Apr 24 11:04:02 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 24 Apr 2012 11:04:02 -0400 Subject: [rt-users] Plugin LinearEscalate In-Reply-To: <4F96518A.4070708@gmail.com> References: <4F96518A.4070708@gmail.com> Message-ID: <20120424150402.GT8185@jibsheet.com> On Tue, Apr 24, 2012 at 09:08:58AM +0200, Gerald wrote: > I have installed LinearEscalate.pm > > When i run this command : > > rt-crontool--search RT::Search::FromSQL--search-arg\ > "(Status='new' OR Status='open' OR Status = 'stalled')" \ > --action RT::Action::LinearEscalate > > I have : > > User RT not found, please contact RT administrator. You need to have a user in RT whose Gecos field matches your unix username. This is how it knows what RT user to load up and run as. This often "just works" when you're logged in as root, but if you're trying to set up an rtcrontool unix user to separate privileges, you'll need to do some rights granting in RT. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Apr 24 11:17:04 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 24 Apr 2012 11:17:04 -0400 Subject: [rt-users] =?utf-8?q?Custom_field_questions=E2=80=A6_=28Permissio?= =?utf-8?q?ns=2C_Viewing=2C_and_Hiding=29?= In-Reply-To: <852900B5-0CBE-459E-ABA9-227A3DD21E33@baker.edu> References: <852900B5-0CBE-459E-ABA9-227A3DD21E33@baker.edu> Message-ID: <20120424151704.GU8185@jibsheet.com> On Mon, Apr 23, 2012 at 11:36:56AM -0400, johnathan.bell at baker.edu wrote: > -1- > Maybe I'm going about it the wrong way, but I'm trying to create a custom field that is > "internal use only". The idea is that we have one massive queue for everything, and then a > helpdesk triages the requests, and then modifies this field to the appropriate department, who > then picks up the ticket based on department and location. > However, it doesn't make sense for someone to edit this value from the selfservice page, as > they may not know the appropriate department to route the request to, so how can I restrict > access to this field? I tried making it so that only privileged users can see it (via the > custom field rights), but that doesn't seem to have any effect. Also ticked and unticked the > box from the queue properties, but that too seems to do nothing. Am I doing something wrong? > -2- > Is there a way that I can only show custom fields in the "The Basics" info box if users are > privileged? In this case, I want to restrict viewing of some linked data displaying use > directory information to be viewed only by privileged users. Once again, the permissions don't > seem to have any effect. This sounds like you have some things applied Globally and they need to be tighter. You can absolutely limit the permissions to just Privileged users. > -3- > Lastly, on the self-service form, is there a way to show/hide a text box based on the > selection(s) in other select boxes? The idea is that I have several selection boxes that allow > you to pick different topics regarding the ticket. However, on each selection, there's an > "other" as well. To that end, I've added a box to allow users to explain their "other". Is > there a straighforward way of making the form hide this "other" box until it has the context > to display it. You may be able to do some of these with the depends on custom fields, but you may also need some custom JS. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From gerald.radix at gmail.com Tue Apr 24 11:23:15 2012 From: gerald.radix at gmail.com (Gerald) Date: Tue, 24 Apr 2012 17:23:15 +0200 Subject: [rt-users] Plugin LinearEscalate In-Reply-To: <20120424150402.GT8185@jibsheet.com> References: <4F96518A.4070708@gmail.com> <20120424150402.GT8185@jibsheet.com> Message-ID: <4F96C563.8030201@gmail.com> But I have create an unix user : rtcrontool and i have add this user in www-data group And i have create in RT an user rtcrontool and set the unix user parameter to rtcrontool But i have ever : Failed to load module RT::Action::LinearEscalate... On 24/04/2012 17:04, Kevin Falcone wrote: > On Tue, Apr 24, 2012 at 09:08:58AM +0200, Gerald wrote: > >> I have installed LinearEscalate.pm >> >> When i run this command : >> >> rt-crontool--search RT::Search::FromSQL--search-arg\ >> "(Status='new' OR Status='open' OR Status = 'stalled')" \ >> --action RT::Action::LinearEscalate >> >> I have : >> >> User RT not found, please contact RT administrator. >> > You need to have a user in RT whose Gecos field matches your unix > username. This is how it knows what RT user to load up and run as. > > This often "just works" when you're logged in as root, but if you're > trying to set up an rtcrontool unix user to separate privileges, > you'll need to do some rights granting in RT. > > -kevin > From Joseph_Lawson at sra.com Tue Apr 24 12:02:12 2012 From: Joseph_Lawson at sra.com (Lawson, Joseph) Date: Tue, 24 Apr 2012 12:02:12 -0400 Subject: [rt-users] Can you Retain Quoted Text Formatting in Reply? Message-ID: <5E43D877DAB06E44A30CD79263863478030476EB@chv-ex.sra.com> Hello Everyone, When replying to an email in RT, the editor strips all formatting from the quoted message. Is there any way to toggle RT to retain the formatting of the previous message. Currently it appears to only quote as plain text. I am able to send HTML formatted replies just fine. Joe Lawson SRA International, Inc. 652 Peter Jefferson Parkway, Suite 300 Charlottesville, VA 22911 434-817-4146 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Apr 24 13:50:05 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 24 Apr 2012 13:50:05 -0400 Subject: [rt-users] Plugin LinearEscalate In-Reply-To: <4F96C563.8030201@gmail.com> References: <4F96518A.4070708@gmail.com> <20120424150402.GT8185@jibsheet.com> <4F96C563.8030201@gmail.com> Message-ID: <20120424175005.GV8185@jibsheet.com> On Tue, Apr 24, 2012 at 05:23:15PM +0200, Gerald wrote: > But I have create an unix user : rtcrontool and i have add this user > in www-data group > > And i have create in RT an user rtcrontool and set the unix user > parameter to rtcrontool > > But i have ever : > > Failed to load module RT::Action::LinearEscalate... As I mentioned earlier, in your other thread on the mailing list, this is often a permissions issue (and separate from "User RT not found"). Try loading the file explicitly perl -I/opt/rt4/lib -MRT::Action::LinearEscalate -e1 -kevin > On 24/04/2012 17:04, Kevin Falcone wrote: > >On Tue, Apr 24, 2012 at 09:08:58AM +0200, Gerald wrote: > >>I have installed LinearEscalate.pm > >> > >>When i run this command : > >> > >>rt-crontool--search RT::Search::FromSQL--search-arg\ > >> "(Status='new' OR Status='open' OR Status = 'stalled')" \ > >> --action RT::Action::LinearEscalate > >> > >>I have : > >> > >>User RT not found, please contact RT administrator. > >You need to have a user in RT whose Gecos field matches your unix > >username. This is how it knows what RT user to load up and run as. > > > >This often "just works" when you're logged in as root, but if you're > >trying to set up an rtcrontool unix user to separate privileges, > >you'll need to do some rights granting in RT. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From johndchapman at hotmail.com Tue Apr 24 14:27:40 2012 From: johndchapman at hotmail.com (John Chapman) Date: Tue, 24 Apr 2012 19:27:40 +0100 Subject: [rt-users] Allowing automatic creation of new (unprivileged) users - what is the command? In-Reply-To: <4F967D8D.2020009@gmail.com> References: <4F9132ED.4040104@gmail.com> <20120420131501.GK8185@jibsheet.com>,<4F967D8D.2020009@gmail.com> Message-ID: Hi all, New here. I've just had RT 4.0.5 set up by a third party company. I did not install it myself. RT is not allowing automatic creation of new (unprivileged) users; they are returned an email with "RT could not load a valid user". I've had a search around; am I right in thinking the command: Set($AutoCreate, {UnPrivileged => 1}); will solve my problem? I have reasonable Unix knowledge; if this is siimply a case of logging into the server (via putty for example) and running the command, I will do it myself. If not....(I'll pass it back to the third party company, which of course will cost money....) Thanks JD -------------- next part -------------- An HTML attachment was scrubbed... URL: From ptomblin at xcski.com Tue Apr 24 14:42:35 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Tue, 24 Apr 2012 14:42:35 -0400 Subject: [rt-users] Creating a ticket with RT::Ticket->Create Message-ID: When I'm creating a ticket with RT::Ticket api, how do I set the text that goes into the box that says ""Describe the Issue below"? It appears to end up as an attachment, and I can retrieve it from an existing ticket using my $attachments = RT::Attachments->new(RT->SystemUser); $attachments->LimitByTicket($tik->id); foreach my $type (qw(Create Comment Correspond)) { $attachments->Limit( ALIAS => $attachments->TransactionAlias, FIELD => 'Type', OPERATOR => '=', VALUE => $type, ENTRYAGGREGATOR => 'OR', CASESENSITIVE => 1 ); } I tried adding it with $ticket->_CreateNote, but then I end up with two "The RT System itself - Ticket created" records. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Apr 24 14:48:07 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 24 Apr 2012 14:48:07 -0400 Subject: [rt-users] Allowing automatic creation of new (unprivileged) users - what is the command? In-Reply-To: References: Message-ID: <20120424184807.GW8185@jibsheet.com> On Tue, Apr 24, 2012 at 07:27:40PM +0100, John Chapman wrote: > I've just had RT 4.0.5 set up by a third party company. I did not install it myself. > RT is not allowing automatic creation of new (unprivileged) users; they are returned an email > with "RT could not load a valid user". > I've had a search around; am I right in thinking the command: > Set($AutoCreate, {UnPrivileged => 1}); > will solve my problem? > I have reasonable Unix knowledge; if this is siimply a case of logging into the server (via > putty for example) and running the command, I will do it myself. If not....(I'll pass it back > to the third party company, which of course will cost money....) AutoCreate is only for logging in and autocreating a user (you can read about it in the config file). The logs and the email sent to the RT owner should indicate that you need to grant the CreateTickets right to the Unprivileged group if you want users autocreated. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From johndchapman at hotmail.com Tue Apr 24 15:04:26 2012 From: johndchapman at hotmail.com (John Chapman) Date: Tue, 24 Apr 2012 20:04:26 +0100 Subject: [rt-users] Allowing automatic creation of new (unprivileged) users - what is the command? In-Reply-To: <20120424184807.GW8185@jibsheet.com> References: , <20120424184807.GW8185@jibsheet.com> Message-ID: Hi Kevin, Many thanks. I made the "Create Tickets" modification to the Unprivileged group, and it now works! Job done :-) Thanks JD > Date: Tue, 24 Apr 2012 14:48:07 -0400 > From: falcone at bestpractical.com > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Allowing automatic creation of new (unprivileged) users - what is the command? > > On Tue, Apr 24, 2012 at 07:27:40PM +0100, John Chapman wrote: > > I've just had RT 4.0.5 set up by a third party company. I did not install it myself. > > RT is not allowing automatic creation of new (unprivileged) users; they are returned an email > > with "RT could not load a valid user". > > I've had a search around; am I right in thinking the command: > > Set($AutoCreate, {UnPrivileged => 1}); > > will solve my problem? > > I have reasonable Unix knowledge; if this is siimply a case of logging into the server (via > > putty for example) and running the command, I will do it myself. If not....(I'll pass it back > > to the third party company, which of course will cost money....) > > AutoCreate is only for logging in and autocreating a user (you can > read about it in the config file). The logs and the email sent to the > RT owner should indicate that you need to grant the CreateTickets > right to the Unprivileged group if you want users autocreated. > > -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From jkperla at ucdavis.edu Tue Apr 24 17:59:05 2012 From: jkperla at ucdavis.edu (Jourdan Perla) Date: Tue, 24 Apr 2012 21:59:05 +0000 Subject: [rt-users] Lookup of Requestor Custom Field Message-ID: I have a request to create a scrip that will automatically assign an owner to a ticket based on the requestor's assigned Purchaser. I have a Global custom field Purchaser, assigned to all Users. Select one value. For each value, Name is the username of the Purchaser, and Description is their full name (to make things easy for the managers). So far my attempts to get the value of the custom field have ended in failure, mostly with [error]: Impossible to assign the ticket to : That user does not exist ((eval 1502):10) My current script is below. Am I missing something obvious here? I've been up and down the PODs and I'm not finding a fix for this. PREP return 1; CLEANUP: #Get requestor my $Reqstr_Obj = $self->TicketObj->Requestors; # get value of custom field, which should be user ID of newowner my $newowner = $self->TransactionObj->CreatorObj->_Value('Purchaser'); $RT::Logger->error( $newowner ); #set the owner my ($status, $msg) = $self->TicketObj->SetOwner( $newowner ); unless( $status ) { $RT::Logger->error( "Impossible to assign the ticket to $newowner: $msg" ); return undef; } return 1; ----- Jourdan Perla BFTV Admin Group (BAE/FST/TEX/VEN) University of California, Davis 530-752-3065 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Apr 25 01:22:51 2012 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 25 Apr 2012 11:22:51 +0600 Subject: [rt-users] Lookup of Requestor Custom Field In-Reply-To: References: Message-ID: You need FirstCustomFieldValue method instead of _Value. Ruslan from phone. 25.04.2012 1:59 ???????????? "Jourdan Perla" ???????: > I have a request to create a scrip that will automatically assign an > owner to a ticket based on the requestor?s assigned Purchaser.**** > > ** ** > > I have a Global custom field Purchaser, assigned to all Users.**** > > Select one value.**** > > For each value, Name is the username of the Purchaser, and Description is > their full name (to make things easy for the managers).**** > > ** ** > > So far my attempts to get the value of the custom field have ended in > failure, mostly with **** > > [error]: Impossible to assign the ticket to : That user does not exist > ((eval 1502):10)**** > > ** ** > > My current script is below. Am I missing something obvious here? I?ve been > up and down the PODs and I?m not finding a fix for this.**** > > ** ** > > PREP**** > > return 1;**** > > ** ** > > ** ** > > CLEANUP:**** > > #Get requestor**** > > my $Reqstr_Obj = $self->TicketObj->Requestors;**** > > # get value of custom field, which should be user ID of newowner**** > > my $newowner = $self->TransactionObj->CreatorObj->_Value('Purchaser');**** > > $RT::Logger->error( $newowner );**** > > ** ** > > #set the owner**** > > my ($status, $msg) = $self->TicketObj->SetOwner( $newowner );**** > > unless( $status ) {**** > > $RT::Logger->error( "Impossible to assign the ticket to $newowner: > $msg" );**** > > return undef;**** > > }**** > > return 1;**** > > ** ** > > -----**** > > Jourdan Perla**** > > BFTV Admin Group (BAE/FST/TEX/VEN)**** > > University of California, Davis**** > > 530-752-3065**** > > ** ** > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Apr 25 01:45:16 2012 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 25 Apr 2012 11:45:16 +0600 Subject: [rt-users] Creating a ticket with RT::Ticket->Create In-Reply-To: References: Message-ID: Create takes content as MIME::Entity object. Steal examples from Comment and/or MakeMimeEntity functions. Ruslan from phone. 24.04.2012 22:42 ???????????? "Paul Tomblin" ???????: > When I'm creating a ticket with RT::Ticket api, how do I set the text that > goes into the box that says ""Describe the Issue below"? It appears to end > up as an attachment, and I can retrieve it from an existing ticket using > > my $attachments = RT::Attachments->new(RT->SystemUser); > $attachments->LimitByTicket($tik->id); > > foreach my $type (qw(Create Comment Correspond)) { > $attachments->Limit( ALIAS => $attachments->TransactionAlias, > FIELD => 'Type', > OPERATOR => '=', > VALUE => $type, > ENTRYAGGREGATOR => 'OR', > CASESENSITIVE => 1 > ); > } > > I tried adding it with $ticket->_CreateNote, but then I end up with two > "The RT System itself - Ticket created" records. > > -- > http://www.linkedin.com/in/paultomblin > http://careers.stackoverflow.com/ptomblin > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Apr 25 03:41:57 2012 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 25 Apr 2012 13:41:57 +0600 Subject: [rt-users] populate other custom fields from autocomplete custom field In-Reply-To: References: Message-ID: If it's totally automatic action then use scrips. You need custom condition that fires action when custom field x is set. Search wiki for snippets word. Ruslan from phone. 23.04.2012 16:19 ???????????? "jiten" ???????: > I have three custom fields: > 1. Employee name (automcomplete) > 2. Employee id (not visible to users) > 3. Business unit > > The users will type in the employee name partially and get suggestions and > complete the name using the suggestions. I have this part working. > > I understand that I will have to customize the code and am happy to do > that. > What I want to make happen is that the employee id and business unit of > that employee be automatically set when employee is selected. What is the > best approach for this and what files would I need to modify? > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Apr 25 03:42:17 2012 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 25 Apr 2012 13:42:17 +0600 Subject: [rt-users] External auth: set default user options In-Reply-To: References: Message-ID: External auth can only map attributes in ldap to rt attributes and it doesn't do groups mapping. Usually you grant rights via groups in RT. Often people use combination of external auth and ldap import to do groups mapping. Ruslan from phone. 23.04.2012 13:06 ???????????? "Mario Giammarco" ???????: > Hello, > I am successfully using external auth to autocreate and autenticate users. > > I have a problem now: I need (obviously) to set some defaults like > language, > queue, some permissions. > > It seems to me that there is no easy way to do it and I cannot find > documentation. > > It seems strange to me because I suppose this it a very common thing. > > Can you help me? > > Thanks in advance for any help, > > Mario > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From adisan82 at gmail.com Wed Apr 25 04:27:30 2012 From: adisan82 at gmail.com (Adrian Stel) Date: Wed, 25 Apr 2012 10:27:30 +0200 Subject: [rt-users] User could not be created: Could not set user info Message-ID: Hi, I have a problem with creating users: "User could not be created: Could not set user info" I'm not sure where in RT I should search issues. Could you help me, please here is log: [Wed Apr 25 09:13:24 2012] [debug]: RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::Authen::ExternalAuth /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm 553 with: Address1: , Address2: , AuthSystem: , City: , Comments: , ContactInfoSystem: , Country: , Disabled: 0, EmailAddress: test007 at test.pl, EmailEncoding: , ExternalAuthId: , ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , Lang: , MobilePhone: , Name: test007, NickName: , Organization: , PagerPhone: , Privileged: , RealName: , Signature: , State: , WebEncoding: , WorkPhone: , Zip: (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:450) [Wed Apr 25 09:13:24 2012] [debug]: Attempting to get user info using this external service: My_MySQL (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:458) [Wed Apr 25 09:13:24 2012] [debug]: Attempting to use this canonicalization key: Gecos (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472) [Wed Apr 25 09:13:25 2012] [critical]: RT::Authen::ExternalAuth::DBI::CanonicalizeUserInfo Nothing to look-up given (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:174) [Wed Apr 25 09:13:25 2012] [debug]: Attempting to use this canonicalization key: Name (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472) [Wed Apr 25 09:13:25 2012] [info]: RT::Authen::ExternalAuth::DBI::CanonicalizeUserInfo INFO CHECK FAILED Key: username Value: test007 No User Found in External Database! (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:209) [Wed Apr 25 09:13:25 2012] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , Address2: , AuthSystem: , City: , Comments: , ContactInfoSystem: , Country: , Disabled: 0, EmailAddress: test007 at test.pl, EmailEncoding: , ExternalAuthId: , ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , Lang: , MobilePhone: , Name: test007, NickName: , Organization: , PagerPhone: , Privileged: , RealName: , Signature: , State: , WebEncoding: , WorkPhone: , Zip: (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) -- Best Adrian Stelmaszyk From troelskn at gmail.com Wed Apr 25 04:45:40 2012 From: troelskn at gmail.com (Troels Knak-Nielsen) Date: Wed, 25 Apr 2012 10:45:40 +0200 Subject: [rt-users] Migration gone awry Message-ID: Hi list, We are migrating over to RT3 from Lighthouse and I figured I could simply write a script to fill data directly into the database, rather than going through the RT api. The reason for me doing this, is that I'm really not very fluent in perl. Things appear to work except for one thing - It isn't possible to reassign tickets. Neither through Take/Steal or through direct assignment. This is not a permission problem, as there is no problem when we create a new ticket in the same queue. The error message we receive is rather cryptical, stating "Could not change owner:" (Nothing after that colon). I know I brought this upon myself, but does any one here have any idea about what is wrong? We're running RT 3.8 on Ubuntu. -- troels -------------- next part -------------- An HTML attachment was scrubbed... URL: From gerald.radix at gmail.com Wed Apr 25 05:56:43 2012 From: gerald.radix at gmail.com (Gerald) Date: Wed, 25 Apr 2012 11:56:43 +0200 Subject: [rt-users] Plugin LinearEscalate In-Reply-To: <20120424175005.GV8185@jibsheet.com> References: <4F96518A.4070708@gmail.com> <20120424150402.GT8185@jibsheet.com> <4F96C563.8030201@gmail.com> <20120424175005.GV8185@jibsheet.com> Message-ID: <4F97CA5B.60804@gmail.com> On 24/04/2012 19:50, Kevin Falcone wrote: > perl -I/opt/rt4/lib -MRT::Action::LinearEscalate -e1 Give : root at RT-TEST:/# perl -I/opt/rt4/local/lib/LinearEscalate.pm -MRT::Action::LinearEscalate -e1 Can't locate RT/Action/LinearEscalate.pm in @INC (@INC contains: /opt/rt4/local/lib/LinearEscalate.pm /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 .). BEGIN failed--compilation aborted. From ptomblin at xcski.com Wed Apr 25 06:46:14 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Wed, 25 Apr 2012 06:46:14 -0400 Subject: [rt-users] Creating a ticket with RT::Ticket->Create In-Reply-To: References: Message-ID: Thanks. Found the code in RT/Interface/Web and adapted it like so: # Get the Master Ticket's creation text my $attachments = RT::Attachments->new(RT->SystemUser); $attachments->LimitByTicket($ticket->id); $attachments->Limit( ALIAS => $attachments->TransactionAlias, FIELD => 'Type', OPERATOR => '=', VALUE => 'Create', ENTRYAGGREGATOR => 'OR', CASESENSITIVE => 1 ); my $mimeObj; while (my $att = $attachments->Next) { $mimeObj = MIME::Entity->build( Type => 'multipart/mixed', 'Message-Id' => RT::Interface::Email::GenMessageId, Subject => $att->Subject ); $mimeObj->attach( Type => $att->ContentType, Charset => 'UTF-8', Data => $att->Content); $mimeObj->make_singlepart; } Thanks. On Wed, Apr 25, 2012 at 1:45 AM, Ruslan Zakirov wrote: > Create takes content as MIME::Entity object. Steal examples from Comment > and/or MakeMimeEntity functions. > > Ruslan from phone. > 24.04.2012 22:42 ???????????? "Paul Tomblin" ???????: > > When I'm creating a ticket with RT::Ticket api, how do I set the text that >> goes into the box that says ""Describe the Issue below"? It appears to end >> up as an attachment, and I can retrieve it from an existing ticket using >> >> my $attachments = RT::Attachments->new(RT->SystemUser); >> $attachments->LimitByTicket($tik->id); >> >> foreach my $type (qw(Create Comment Correspond)) { >> $attachments->Limit( ALIAS => $attachments->TransactionAlias, >> FIELD => 'Type', >> OPERATOR => '=', >> VALUE => $type, >> ENTRYAGGREGATOR => 'OR', >> CASESENSITIVE => 1 >> ); >> } >> >> I tried adding it with $ticket->_CreateNote, but then I end up with two >> "The RT System itself - Ticket created" records. >> >> -- >> http://www.linkedin.com/in/paultomblin >> http://careers.stackoverflow.com/ptomblin >> >> -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Apr 25 08:49:57 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 25 Apr 2012 08:49:57 -0400 Subject: [rt-users] Plugin LinearEscalate In-Reply-To: <4F97CA5B.60804@gmail.com> References: <4F96518A.4070708@gmail.com> <20120424150402.GT8185@jibsheet.com> <4F96C563.8030201@gmail.com> <20120424175005.GV8185@jibsheet.com> <4F97CA5B.60804@gmail.com> Message-ID: <20120425124957.GX8185@jibsheet.com> On Wed, Apr 25, 2012 at 11:56:43AM +0200, Gerald wrote: > On 24/04/2012 19:50, Kevin Falcone wrote: > >perl -I/opt/rt4/lib -MRT::Action::LinearEscalate -e1 > > Give : > > root at RT-TEST:/# perl -I/opt/rt4/local/lib/LinearEscalate.pm > -MRT::Action::LinearEscalate -e1 You copied and pasted wrong. perl -I/opt/rt4/lib -MRT::Action::LinearEscalate -e1 -kevin > Can't locate RT/Action/LinearEscalate.pm in @INC (@INC contains: > /opt/rt4/local/lib/LinearEscalate.pm /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 .). > BEGIN failed--compilation aborted. > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From gerald.radix at gmail.com Wed Apr 25 09:01:39 2012 From: gerald.radix at gmail.com (Gerald) Date: Wed, 25 Apr 2012 15:01:39 +0200 Subject: [rt-users] Plugin LinearEscalate In-Reply-To: <20120425124957.GX8185@jibsheet.com> References: <4F96518A.4070708@gmail.com> <20120424150402.GT8185@jibsheet.com> <4F96C563.8030201@gmail.com> <20120424175005.GV8185@jibsheet.com> <4F97CA5B.60804@gmail.com> <20120425124957.GX8185@jibsheet.com> Message-ID: <4F97F5B3.10208@gmail.com> On 25/04/2012 14:49, Kevin Falcone wrote: > perl -I/opt/rt4/lib -MRT::Action::LinearEscalate -e1 > But install script copy plugin LinearEscalate.pm in /opt/rt4/local/lib/RT/Action/ From trs at bestpractical.com Wed Apr 25 09:03:56 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 25 Apr 2012 09:03:56 -0400 Subject: [rt-users] Migration gone awry In-Reply-To: References: Message-ID: <4F97F63C.1030109@bestpractical.com> On 04/25/2012 04:45 AM, Troels Knak-Nielsen wrote: > I know I brought this upon myself, but does any one here have any idea > about what is wrong? You didn't create the internal groups RT uses for roles on a ticket, including Owner. Running rt-validator may be able to fix this up for you, but it's likely to not be the only thing that's a little odd in your db. Thomas From falcone at bestpractical.com Wed Apr 25 10:28:34 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 25 Apr 2012 10:28:34 -0400 Subject: [rt-users] Plugin LinearEscalate In-Reply-To: <4F97F5B3.10208@gmail.com> References: <4F96518A.4070708@gmail.com> <20120424150402.GT8185@jibsheet.com> <4F96C563.8030201@gmail.com> <20120424175005.GV8185@jibsheet.com> <4F97CA5B.60804@gmail.com> <20120425124957.GX8185@jibsheet.com> <4F97F5B3.10208@gmail.com> Message-ID: <20120425142834.GY8185@jibsheet.com> On Wed, Apr 25, 2012 at 03:01:39PM +0200, Gerald wrote: > On 25/04/2012 14:49, Kevin Falcone wrote: > >perl -I/opt/rt4/lib -MRT::Action::LinearEscalate -e1 > But install script copy plugin LinearEscalate.pm in > /opt/rt4/local/lib/RT/Action/ As I mentioned earlier in the thread, LinearEscalate.pm is shipped with RT 4.0.5, there was no need to install a much older version of a plugin that is incompatible with RT4. rt/4.0 (4.0-trunk *)$ ls lib/RT/Action/LinearEscalate.pm lib/RT/Action/LinearEscalate.pm You should remove the copy of the plugin in local/lib and try again. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From gerald.radix at gmail.com Wed Apr 25 10:55:54 2012 From: gerald.radix at gmail.com (Gerald) Date: Wed, 25 Apr 2012 16:55:54 +0200 Subject: [rt-users] Plugin LinearEscalate In-Reply-To: <20120425142834.GY8185@jibsheet.com> References: <4F96518A.4070708@gmail.com> <20120424150402.GT8185@jibsheet.com> <4F96C563.8030201@gmail.com> <20120424175005.GV8185@jibsheet.com> <4F97CA5B.60804@gmail.com> <20120425124957.GX8185@jibsheet.com> <4F97F5B3.10208@gmail.com> <20120425142834.GY8185@jibsheet.com> Message-ID: <4F98107A.8010600@gmail.com> I have deleted the file in local/lib and the plugin works ! Very thanks for you. On 25/04/2012 16:28, Kevin Falcone wrote: > On Wed, Apr 25, 2012 at 03:01:39PM +0200, Gerald wrote: > >> On 25/04/2012 14:49, Kevin Falcone wrote: >> >>> perl -I/opt/rt4/lib -MRT::Action::LinearEscalate -e1 >>> >> But install script copy plugin LinearEscalate.pm in >> /opt/rt4/local/lib/RT/Action/ >> > As I mentioned earlier in the thread, LinearEscalate.pm is shipped > with RT 4.0.5, there was no need to install a much older version of a > plugin that is incompatible with RT4. > > rt/4.0 (4.0-trunk *)$ ls lib/RT/Action/LinearEscalate.pm > lib/RT/Action/LinearEscalate.pm > > You should remove the copy of the plugin in local/lib and try again. > > -kevin > From yacketrj at potsdam.edu Wed Apr 25 11:07:47 2012 From: yacketrj at potsdam.edu (Ronald J. Yacketta) Date: 25 Apr 2012 11:07:47 -0400 Subject: [rt-users] Queue Group Rights In-Reply-To: <4F98107A.8010600@gmail.com> References: <4F96518A.4070708@gmail.com> <20120424150402.GT8185@jibsheet.com> <4F96C563.8030201@gmail.com> <20120424175005.GV8185@jibsheet.com> <4F97CA5B.60804@gmail.com> <20120425124957.GX8185@jibsheet.com> <4F97F5B3.10208@gmail.com> <20120425142834.GY8185@jibsheet.com> <4F98107A.8010600@gmail.com> Message-ID: <4F981343.7090303@potsdam.edu> Hello all! We have a main group lets say Foo which contains several other groups (bar, biz, bang, blarg) when I give rights to the group Foo to a Queue none of the sub groups inherit the given rights. Is it even possible for groups to inherit parent rights? or am I barking up the wrong tree and need to add each sub group to a Queue and grant it rights? -Ron From gerald.radix at gmail.com Wed Apr 25 11:20:25 2012 From: gerald.radix at gmail.com (Gerald) Date: Wed, 25 Apr 2012 17:20:25 +0200 Subject: [rt-users] Malformormed URL in some email Message-ID: <4F981639.30202@gmail.com> In some mail the url is http://myhostname.com But we used https. how can I set up this ? From falcone at bestpractical.com Wed Apr 25 11:23:09 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 25 Apr 2012 11:23:09 -0400 Subject: [rt-users] Queue Group Rights In-Reply-To: <4F981343.7090303@potsdam.edu> References: <4F96518A.4070708@gmail.com> <20120424150402.GT8185@jibsheet.com> <4F96C563.8030201@gmail.com> <20120424175005.GV8185@jibsheet.com> <4F97CA5B.60804@gmail.com> <20120425124957.GX8185@jibsheet.com> <4F97F5B3.10208@gmail.com> <20120425142834.GY8185@jibsheet.com> <4F98107A.8010600@gmail.com> <4F981343.7090303@potsdam.edu> Message-ID: <20120425152309.GZ8185@jibsheet.com> On Wed, Apr 25, 2012 at 11:07:47AM -0400, Ronald J. Yacketta wrote: > We have a main group lets say Foo which contains several other > groups (bar, biz, bang, blarg) when I give rights to the group Foo > to a Queue none of the sub groups inherit the given rights. Is it > even possible for groups to inherit parent rights? or am I barking > up the wrong tree and need to add each sub group to a Queue and > grant it rights? Please provide an RT version and replication steps. Recursive group memberships granting rights to the included groups has been an RT feature for a long time. -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 Apr 25 13:53:34 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 25 Apr 2012 21:53:34 +0400 Subject: [rt-users] Malformormed URL in some email In-Reply-To: <4F981639.30202@gmail.com> References: <4F981639.30202@gmail.com> Message-ID: On Wed, Apr 25, 2012 at 19:20, Gerald wrote: > In some mail the url is http://myhostname.com > > But we used https. > > how can I set up this ? Make sure all Web* options from the config are set and generated correctly. Use System Configuration page from Admin interface. -- Best regards, Ruslan. From mgiammarco at gmail.com Wed Apr 25 15:48:34 2012 From: mgiammarco at gmail.com (Mario) Date: Wed, 25 Apr 2012 19:48:34 +0000 (UTC) Subject: [rt-users] External auth: set default user options References: Message-ID: Ruslan Zakirov gmail.com> writes: > > > External auth can only map attributes in ldap to rt attributes and it doesn't do groups mapping. Usually you grant rights via groups in RT. Often people use combination of external auth and ldap import to do groups mapping. Thanks for reply! So do not talk about ldap now. Let's talk about autocreation: how can I automatically grant rights to autocreated users and the add them to a group? Thanks, Mario From phil at macprofessionals.com Wed Apr 25 19:54:50 2012 From: phil at macprofessionals.com (Phillip Frost) Date: Wed, 25 Apr 2012 19:54:50 -0400 Subject: [rt-users] Merging divergent databases Message-ID: I recently experienced a hardware failure that required that I restore the database from a backup that was a few days old. I was later able to recover the database at the time of the failure, but not until some new tickets had been created and others modified. Is there some clever way I can query the recovered database for everything that changed since the failure, and then merge it into the live database, which is missing those changes? The difference is not a whole lot, so even a somewhat manual process would be better than nothing. From phil at macprofessionals.com Wed Apr 25 19:54:50 2012 From: phil at macprofessionals.com (Phillip Frost) Date: Wed, 25 Apr 2012 19:54:50 -0400 Subject: [rt-users] Merging divergent databases Message-ID: I recently experienced a hardware failure that required that I restore the database from a backup that was a few days old. I was later able to recover the database at the time of the failure, but not until some new tickets had been created and others modified. Is there some clever way I can query the recovered database for everything that changed since the failure, and then merge it into the live database, which is missing those changes? The difference is not a whole lot, so even a somewhat manual process would be better than nothing. From tjrc at sanger.ac.uk Thu Apr 26 05:27:08 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Thu, 26 Apr 2012 10:27:08 +0100 Subject: [rt-users] Merging divergent databases In-Reply-To: References: Message-ID: <57F17D90-D824-4A70-8EF7-49F26FC4844D@sanger.ac.uk> On 26 Apr 2012, at 00:54, Phillip Frost wrote: > I recently experienced a hardware failure that required that I restore the database from a backup that was a few days old. I was later able to recover the database at the time of the failure, but not until some new tickets had been created and others modified. > > Is there some clever way I can query the recovered database for everything that changed since the failure, and then merge it into the live database, which is missing those changes? The difference is not a whole lot, so even a somewhat manual process would be better than nothing. Oooh, nasty. I feel for you! I think you could write scripts to retrieve tickets from one database and merge them into the other, although you'd have to allow the tickets and transactions to have a different id once transferred. The logic of the script would have to be something along the lines of: # script 1 connect to source_rt; search for tickets to transfer; foreach found ticket { dump ticket basics; dump ticket requestors, owner, watchers; foreach transaction { dump transaction; foreach attachment { dump attachment; } } } # script 2 connect to dest_rt; open dump file; foreach ticket in dump file { create a new ticket object in dest_rt; populate it with basics from ticket (not the ID, obviously); set watchers, requestor etc; foreach transaction on the ticket in the dump file { create a new transaction object in distort; populate it; foreach attachment on the transaction { create an attachment object in the database; populate it; } } } You can probably fairly easily lift the appropriate bits of code from the main RT sources. 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 falcone at bestpractical.com Thu Apr 26 11:05:15 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 26 Apr 2012 11:05:15 -0400 Subject: [rt-users] User could not be created: Could not set user info In-Reply-To: References: Message-ID: <20120426150515.GA8185@jibsheet.com> On Wed, Apr 25, 2012 at 10:27:30AM +0200, Adrian Stel wrote: > I have a problem with creating users: > "User could not be created: Could not set user info" Is this user in your LDAP server? If not, have you configured RT-Authen-ExternalAuth to allow users not in your LDAP server to be created? -kevin > I'm not sure where in RT I should search issues. Could you help me, please > > > here is log: > > [Wed Apr 25 09:13:24 2012] [debug]: > RT::Authen::ExternalAuth::CanonicalizeUserInfo called by > RT::Authen::ExternalAuth > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm > 553 with: Address1: , Address2: , AuthSystem: , City: , Comments: , > ContactInfoSystem: , Country: , Disabled: 0, EmailAddress: > test007 at test.pl, EmailEncoding: , ExternalAuthId: , > ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , > Lang: , MobilePhone: , Name: test007, NickName: , Organization: , > PagerPhone: , Privileged: , RealName: , Signature: , State: , > WebEncoding: , WorkPhone: , Zip: > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:450) > [Wed Apr 25 09:13:24 2012] [debug]: Attempting to get user info using > this external service: My_MySQL > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:458) > [Wed Apr 25 09:13:24 2012] [debug]: Attempting to use this > canonicalization key: Gecos > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472) > [Wed Apr 25 09:13:25 2012] [critical]: > RT::Authen::ExternalAuth::DBI::CanonicalizeUserInfo Nothing to > look-up given (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:174) > [Wed Apr 25 09:13:25 2012] [debug]: Attempting to use this > canonicalization key: Name > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472) > [Wed Apr 25 09:13:25 2012] [info]: > RT::Authen::ExternalAuth::DBI::CanonicalizeUserInfo INFO CHECK FAILED > Key: username Value: test007 No User Found in External Database! > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:209) > [Wed Apr 25 09:13:25 2012] [info]: > RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , > Address2: , AuthSystem: , City: , Comments: , ContactInfoSystem: , > Country: , Disabled: 0, EmailAddress: test007 at test.pl, EmailEncoding: > , ExternalAuthId: , ExternalContactInfoId: , FreeformContactInfo: , > Gecos: , HomePhone: , Lang: , MobilePhone: , Name: test007, NickName: > , Organization: , PagerPhone: , Privileged: , RealName: , Signature: , > State: , WebEncoding: , WorkPhone: , Zip: > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From chris at thetrafalgartravel.com Thu Apr 26 12:44:56 2012 From: chris at thetrafalgartravel.com (Chris Preston) Date: Thu, 26 Apr 2012 11:44:56 -0500 Subject: [rt-users] Un deleting tickets Message-ID: <0c7101cd23cb$eb462b30$0601a8c0@chrisp> Hello all, I had set the status to deleted for thousands of records in a particular queue. I have now found out that we still need them. So I went into the tickets table and updated the records that were set to deleted and put them to new. I also changed the date of a tickets and set it to an earlier date. Is this all that I needed to do or what does the system actually do when a record is set to deleted. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Thu Apr 26 12:57:47 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 26 Apr 2012 11:57:47 -0500 Subject: [rt-users] Un deleting tickets In-Reply-To: <0c7101cd23cb$eb462b30$0601a8c0@chrisp> References: <0c7101cd23cb$eb462b30$0601a8c0@chrisp> Message-ID: <20120426165747.GR19990@aart.rice.edu> On Thu, Apr 26, 2012 at 11:44:56AM -0500, Chris Preston wrote: > Hello all, > > I had set the status to deleted for thousands of records in a particular > queue. I have now found out that we still need them. So I went into the > tickets table and updated the records that were set to deleted and put them > to new. I also changed the date of a tickets and set it to an earlier date. > > > > Is this all that I needed to do or what does the system actually do when a > record is set to deleted. > Yes, that is all that happens unless you have scrips that trigger based on the deleted status. Cheers, Ken From Albert.Shih at obspm.fr Thu Apr 26 15:28:45 2012 From: Albert.Shih at obspm.fr (Albert Shih) Date: Thu, 26 Apr 2012 21:28:45 +0200 Subject: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] In-Reply-To: References: <93C7F249-55C0-44C4-AF91-3435D051462B@boksa.de> <1B021992-73D7-4F8A-96BD-5394E8B5BB15@gmail.com> <01BC166F-F840-4E8F-917E-65797E5B917F@boksa.de> Message-ID: <20120426192845.GO60882@pcjas.obspm.fr> Le 22/04/2012 ? 19:11:23+0200, Benjamin Boksa a ?crit Hi. > > it's done :-) I have setup two GitHub repositories to host everything you need to run you own RT an JasperReports Server integration: > > > RT-REST: http://projects.boksa.de/RT-REST/ > RT-REST is a Java class library to interact with RT: Request Tracker's REST Interface. > > RT-Jasper: http://projects.boksa.de/RT-Jasper/ > RT-Jasper is a toolkit to integrate RT: Request Tracker as a queryable data source in JasperServer. > > > Feel free to give the components a try and let me know what you think :-) I have chosen to drop full installation instructions in favor of a demo system (see the RT-Jasper page for more information) and I assume you already have a RT installation to play with. To learn how to install JasperReports Server please refer to > > http://sourceforge.net/projects/jasperserver/files/JasperServer/JasperServer%204.5.0/JasperReports-Server-CP-Install-Guide.pdf/download . > > To help you with your questions I'll try to be around in #rt on irc.perl.org . > > I am really curious to see what you will say about my work and I hope there will be enough users using it to ensure a constant flow of great ideas and improvements. > > Enjoy the rest of your weekends :-) > Big thanks for your works. Two questions before I spend lot of time to understand your works : 1/ What kind of reports can we have (I never heard of jasper, only the city in Canada ...;-) ). I didn't find your demo jasperserver ...:-( 2/ Is they are anything to modify on the RT server ? thanks again. Regards. -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: jeu 26 avr 2012 21:25:37 CEST From scott.sjodin at gmail.com Thu Apr 26 15:47:30 2012 From: scott.sjodin at gmail.com (Scott Sjodin) Date: Thu, 26 Apr 2012 23:47:30 +0400 Subject: [rt-users] fetchmail errors trying to retrieve from pop3 Message-ID: Hi rt-users! So, I got my earlier Perl dependency woes worked out thanks to Stephen Alexander on this board. I've got RT 4.0.5 successfully installed and running on example.com (just the root, no /rt) I'm trying to setup mail now. I've got an external pop3 server that I'm attempting to use fetchmail to grab mail from and pipe it into RT. Fetchmail is installed and running. I've verified that both support at example.com and support-comment at example.com have the correct credentials corresponding to my fetchmailrc file (which is listed below). When looking at my fetchmail logs, however, it shows the following errors: *fetchmail: Authorization failure on support-comment at example.com* *fetchmail: Query status=3 (AUTHFAIL)* *fetchmail: Authorization failure on support at example.com* *sh: /root/rt-4.0.5/bin/rt-mailgate: Permission denied* *fetchmail: MDA returned nonzero status 126* *fetchmail: Query status=3 (AUTHFAIL)* Any ideas? Thanks in advance. *FETCHMAILRC* * * *set daemon 60* *set invisible* *set no bouncemail* *set no syslog* *set logfile /var/log/fetchmail.log* * * *#support at example.com* * * *poll pop.example.com protocol pop3 username "support" password "nottelling" mda "/root/rt-4.0.5/bin/rt-mailgate --queue support --action correspond --url http://www.example.com" no keep* * * *#support-comment at example.com* * * *poll pop.example.com protocol pop3 username "support-comment" password "nottelling" mda "/root/rt-4.0.5/bin/rt-mailgate --queue support --action comment --url http://www.example.com" no keep* -------------- next part -------------- An HTML attachment was scrubbed... URL: From mailinglists at boksa.de Thu Apr 26 15:59:37 2012 From: mailinglists at boksa.de (Benjamin Boksa) Date: Thu, 26 Apr 2012 21:59:37 +0200 Subject: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] In-Reply-To: <20120426192845.GO60882@pcjas.obspm.fr> References: <93C7F249-55C0-44C4-AF91-3435D051462B@boksa.de> <1B021992-73D7-4F8A-96BD-5394E8B5BB15@gmail.com> <01BC166F-F840-4E8F-917E-65797E5B917F@boksa.de> <20120426192845.GO60882@pcjas.obspm.fr> Message-ID: <196BDED3-8069-4B01-9FC7-F095F791732A@boksa.de> Hi Albert, you can generate any kind of reports supported by JasperReports Server. RT-Jasper provides the DataSource necessary to query RT for tickets (the ticket's data can be used in the reports). Regarding your questions: 1) See the private mail I sent you. 2) No. If you have further questions just let me know. Greetings from Cologne Benjamin Am 26.04.2012 um 21:28 schrieb Albert Shih: > Le 22/04/2012 ? 19:11:23+0200, Benjamin Boksa a ?crit > Hi. > >> >> it's done :-) I have setup two GitHub repositories to host everything you need to run you own RT an JasperReports Server integration: >> >> >> RT-REST: http://projects.boksa.de/RT-REST/ >> RT-REST is a Java class library to interact with RT: Request Tracker's REST Interface. >> >> RT-Jasper: http://projects.boksa.de/RT-Jasper/ >> RT-Jasper is a toolkit to integrate RT: Request Tracker as a queryable data source in JasperServer. >> >> >> Feel free to give the components a try and let me know what you think :-) I have chosen to drop full installation instructions in favor of a demo system (see the RT-Jasper page for more information) and I assume you already have a RT installation to play with. To learn how to install JasperReports Server please refer to >> >> http://sourceforge.net/projects/jasperserver/files/JasperServer/JasperServer%204.5.0/JasperReports-Server-CP-Install-Guide.pdf/download . >> >> To help you with your questions I'll try to be around in #rt on irc.perl.org . >> >> I am really curious to see what you will say about my work and I hope there will be enough users using it to ensure a constant flow of great ideas and improvements. >> >> Enjoy the rest of your weekends :-) >> > Big thanks for your works. > > Two questions before I spend lot of time to understand your works : > > 1/ What kind of reports can we have (I never heard of jasper, only > the city in Canada ...;-) ). I didn't find your demo jasperserver > ...:-( > > 2/ Is they are anything to modify on the RT server ? > > thanks again. > > Regards. > -- > Albert SHIH > DIO b?timent 15 > Observatoire de Paris > 5 Place Jules Janssen > 92195 Meudon Cedex > T?l?phone : 01 45 07 76 26/06 86 69 95 71 > xmpp: jas at obspm.fr > Heure local/Local time: > jeu 26 avr 2012 21:25:37 CEST > From lab at pacbell.net Thu Apr 26 16:32:52 2012 From: lab at pacbell.net (20/20 Lab) Date: Thu, 26 Apr 2012 13:32:52 -0700 Subject: [rt-users] fetchmail errors trying to retrieve from pop3 In-Reply-To: References: Message-ID: <4F99B0F4.2070006@pacbell.net> I think I saw something about this before. /poll pop.example.com protocol pop3 username 'support' password 'nottelling' mda "/root/rt-4.0.5/bin/rt-mailgate --queue support --action correspond --url http://www.example.com" no keep/ If I remember correctly, it had to be single quotes (') and not doubles (") around the username and password. and your server will auth without the full email as the username? -Matt On 04/26/2012 12:47 PM, Scott Sjodin wrote: > Hi rt-users! > > So, I got my earlier Perl dependency woes worked out thanks to Stephen > Alexander on this board. > > I've got RT 4.0.5 successfully installed and running on example.com > (just the root, no /rt) > > I'm trying to setup mail now. I've got an external pop3 server that > I'm attempting to use fetchmail to grab mail from and pipe it into RT. > > Fetchmail is installed and running. I've verified that both > support at example.com and > support-comment at example.com have > the correct credentials corresponding to my fetchmailrc file (which is > listed below). > > When looking at my fetchmail logs, however, it shows the following errors: > > /fetchmail: Authorization failure on support-comment at example.com > / > /fetchmail: Query status=3 (AUTHFAIL)/ > /fetchmail: Authorization failure on support at example.com > / > /sh: /root/rt-4.0.5/bin/rt-mailgate: Permission denied/ > /fetchmail: MDA returned nonzero status 126/ > /fetchmail: Query status=3 (AUTHFAIL)/ > > Any ideas? Thanks in advance. > > /FETCHMAILRC/ > / > / > /set daemon 60/ > /set invisible/ > /set no bouncemail/ > /set no syslog/ > /set logfile /var/log/fetchmail.log/ > / > / > /#support at example.com / > / > / > /poll pop.example.com protocol pop3 username > "support" password "nottelling" mda "/root/rt-4.0.5/bin/rt-mailgate > --queue support --action correspond --url http://www.example.com" no keep/ > / > / > /#support-comment at example.com / > / > / > /poll pop.example.com protocol pop3 username > "support-comment" password "nottelling" mda > "/root/rt-4.0.5/bin/rt-mailgate --queue support --action comment --url > http://www.example.com" no keep/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From jkperla at ucdavis.edu Thu Apr 26 16:55:09 2012 From: jkperla at ucdavis.edu (Jourdan Perla) Date: Thu, 26 Apr 2012 20:55:09 +0000 Subject: [rt-users] Lookup of Requestor Custom Field In-Reply-To: References: Message-ID: That did it. Thanks! From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Tuesday, April 24, 2012 10:23 PM To: Jourdan Perla Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Lookup of Requestor Custom Field You need FirstCustomFieldValue method instead of _Value. Ruslan from phone. 25.04.2012 1:59 ???????????? "Jourdan Perla" > ???????: I have a request to create a scrip that will automatically assign an owner to a ticket based on the requestor?s assigned Purchaser. I have a Global custom field Purchaser, assigned to all Users. Select one value. For each value, Name is the username of the Purchaser, and Description is their full name (to make things easy for the managers). So far my attempts to get the value of the custom field have ended in failure, mostly with [error]: Impossible to assign the ticket to : That user does not exist ((eval 1502):10) My current script is below. Am I missing something obvious here? I?ve been up and down the PODs and I?m not finding a fix for this. PREP return 1; CLEANUP: #Get requestor my $Reqstr_Obj = $self->TicketObj->Requestors; # get value of custom field, which should be user ID of newowner my $newowner = $self->TransactionObj->CreatorObj->_Value('Purchaser'); $RT::Logger->error( $newowner ); #set the owner my ($status, $msg) = $self->TicketObj->SetOwner( $newowner ); unless( $status ) { $RT::Logger->error( "Impossible to assign the ticket to $newowner: $msg" ); return undef; } return 1; ----- Jourdan Perla BFTV Admin Group (BAE/FST/TEX/VEN) University of California, Davis 530-752-3065 -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.sjodin at gmail.com Thu Apr 26 17:25:45 2012 From: scott.sjodin at gmail.com (Scott Sjodin) Date: Fri, 27 Apr 2012 01:25:45 +0400 Subject: [rt-users] fetchmail errors trying to retrieve from pop3 In-Reply-To: <4F99B0F4.2070006@pacbell.net> References: <4F99B0F4.2070006@pacbell.net> Message-ID: Matt, Thanks for the reply. You were right on the full e-mail as username. Once I changed that in the fetchmailrc file I got an update, but still with errors in the log: *fetchmail: starting fetchmail 6.3.18 daemon* *fetchmail: 3 messages for support at example.com at pop.yourpopserver.com(13002 octets). * *sh: /root/rt-4.0.5/bin/rt-mailgate: Permission denied* *fetchmail: reading message support at example.com@xx.xxx.xx.xx.static.xx.net:1of 3 (9017 octets) (log message incomplete) * *fetchmail: error writing message text* *fetchmail: MDA error while fetching from support at example.com@ pop.yourpopserver.com* *fetchmail: Query status=6 (IOERR)* On Fri, Apr 27, 2012 at 12:32 AM, 20/20 Lab wrote: > I think I saw something about this before. > > > *poll pop.example.com protocol pop3 username 'support' password > 'nottelling' mda "/root/rt-4.0.5/bin/rt-mailgate --queue support --action > correspond --url http://www.example.com" no keep* > > If I remember correctly, it had to be single quotes (') and not doubles > (") around the username and password. > > and your server will auth without the full email as the username? > > -Matt > > > On 04/26/2012 12:47 PM, Scott Sjodin wrote: > > Hi rt-users! > > So, I got my earlier Perl dependency woes worked out thanks to Stephen > Alexander on this board. > > I've got RT 4.0.5 successfully installed and running on example.com(just the root, no /rt) > > I'm trying to setup mail now. I've got an external pop3 server that I'm > attempting to use fetchmail to grab mail from and pipe it into RT. > > Fetchmail is installed and running. I've verified that both > support at example.com and support-comment at example.com have the correct > credentials corresponding to my fetchmailrc file (which is listed below). > > When looking at my fetchmail logs, however, it shows the following > errors: > > *fetchmail: Authorization failure on support-comment at example.com* > *fetchmail: Query status=3 (AUTHFAIL)* > *fetchmail: Authorization failure on support at example.com* > *sh: /root/rt-4.0.5/bin/rt-mailgate: Permission denied* > *fetchmail: MDA returned nonzero status 126* > *fetchmail: Query status=3 (AUTHFAIL)* > > Any ideas? Thanks in advance. > > *FETCHMAILRC* > * > * > *set daemon 60* > *set invisible* > *set no bouncemail* > *set no syslog* > *set logfile /var/log/fetchmail.log* > * > * > *#support at example.com* > * > * > *poll pop.example.com protocol pop3 username "support" password > "nottelling" mda "/root/rt-4.0.5/bin/rt-mailgate --queue support --action > correspond --url http://www.example.com" no keep* > * > * > *#support-comment at example.com* > * > * > *poll pop.example.com protocol pop3 username "support-comment" password > "nottelling" mda "/root/rt-4.0.5/bin/rt-mailgate --queue support --action > comment --url http://www.example.com" no keep* > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Apr 26 17:34:32 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 26 Apr 2012 17:34:32 -0400 Subject: [rt-users] fetchmail errors trying to retrieve from pop3 In-Reply-To: References: <4F99B0F4.2070006@pacbell.net> Message-ID: <20120426213432.GB8185@jibsheet.com> On Fri, Apr 27, 2012 at 01:25:45AM +0400, Scott Sjodin wrote: > sh: /root/rt-4.0.5/bin/rt-mailgate: Permission denied Is your rt-mailgate executable by the user running fetchmail? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From scott.sjodin at gmail.com Thu Apr 26 17:39:19 2012 From: scott.sjodin at gmail.com (Scott Sjodin) Date: Fri, 27 Apr 2012 01:39:19 +0400 Subject: [rt-users] fetchmail errors trying to retrieve from pop3 In-Reply-To: <20120426213432.GB8185@jibsheet.com> References: <4F99B0F4.2070006@pacbell.net> <20120426213432.GB8185@jibsheet.com> Message-ID: Root (I know, I know) is running fetchmail. when I do an ls- l this is what I get: -rwxr-xr-- 1 root root 16542 2012-04-23 03:00 /root/rt-4.0.5/bin/rt-mailgate My output for ls -l of On Fri, Apr 27, 2012 at 1:34 AM, Kevin Falcone wrote: > On Fri, Apr 27, 2012 at 01:25:45AM +0400, Scott Sjodin wrote: > > sh: /root/rt-4.0.5/bin/rt-mailgate: Permission denied > > Is your rt-mailgate executable by the user running fetchmail? > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From lab at pacbell.net Thu Apr 26 17:58:15 2012 From: lab at pacbell.net (20/20 Lab) Date: Thu, 26 Apr 2012 14:58:15 -0700 Subject: [rt-users] fetchmail errors trying to retrieve from pop3 In-Reply-To: References: <4F99B0F4.2070006@pacbell.net> <20120426213432.GB8185@jibsheet.com> Message-ID: <4F99C4F7.60506@pacbell.net> On 04/26/2012 2:39 PM, Scott Sjodin wrote: > Root (I know, I know) is running fetchmail. when I do an ls- l this is > what I get: > > -rwxr-xr-- 1 root root 16542 2012-04-23 03:00 > /root/rt-4.0.5/bin/rt-mailgate > > My output for ls -l of > > On Fri, Apr 27, 2012 at 1:34 AM, Kevin Falcone > > wrote: > > On Fri, Apr 27, 2012 at 01:25:45AM +0400, Scott Sjodin wrote: > > sh: /root/rt-4.0.5/bin/rt-mailgate: Permission denied > > Is your rt-mailgate executable by the user running fetchmail? > > -kevin > > Shouldnt that be -rwxr-xr-x root rt ... ... ... .....? Thats how mine is set. I have fetchmail in the crontab under an underprivied user belonging to the rt group. Hope this helps. -Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.sjodin at gmail.com Thu Apr 26 18:01:18 2012 From: scott.sjodin at gmail.com (Scott Sjodin) Date: Fri, 27 Apr 2012 02:01:18 +0400 Subject: [rt-users] fetchmail errors trying to retrieve from pop3 In-Reply-To: <4F99C4F7.60506@pacbell.net> References: <4F99B0F4.2070006@pacbell.net> <20120426213432.GB8185@jibsheet.com> <4F99C4F7.60506@pacbell.net> Message-ID: Matt, I'm sort of a linux n00b, so please excuse my ignorance...how do I set the extra attribute you have and I don't? Thanks On Fri, Apr 27, 2012 at 1:58 AM, 20/20 Lab wrote: > On 04/26/2012 2:39 PM, Scott Sjodin wrote: > > Root (I know, I know) is running fetchmail. when I do an ls- l this is > what I get: > > -rwxr-xr-- 1 root root 16542 2012-04-23 03:00 > /root/rt-4.0.5/bin/rt-mailgate > > My output for ls -l of > > On Fri, Apr 27, 2012 at 1:34 AM, Kevin Falcone wrote: > >> On Fri, Apr 27, 2012 at 01:25:45AM +0400, Scott Sjodin wrote: >> > sh: /root/rt-4.0.5/bin/rt-mailgate: Permission denied >> >> Is your rt-mailgate executable by the user running fetchmail? >> >> -kevin >> > > Shouldnt that be -rwxr-xr-x root rt ... ... ... .....? Thats how mine > is set. I have fetchmail in the crontab under an underprivied user > belonging to the rt group. > > Hope this helps. > > -Matt > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From lab at pacbell.net Thu Apr 26 18:07:56 2012 From: lab at pacbell.net (20/20 Lab) Date: Thu, 26 Apr 2012 15:07:56 -0700 Subject: [rt-users] fetchmail errors trying to retrieve from pop3 In-Reply-To: References: <4F99B0F4.2070006@pacbell.net> <20120426213432.GB8185@jibsheet.com> <4F99C4F7.60506@pacbell.net> Message-ID: <4F99C73C.6030504@pacbell.net> sudo chmod 755 /root/rt-4.0.5/bin/rt-mailgate or just 'chmod 755 /root/rt-4.0.5/bin/rt-mailgate' if your running your shell as root (which I suspect you are ;p ) Matt On 04/26/2012 3:01 PM, Scott Sjodin wrote: > Matt, > > I'm sort of a linux n00b, so please excuse my ignorance...how do I set > the extra attribute you have and I don't? > > Thanks > > On Fri, Apr 27, 2012 at 1:58 AM, 20/20 Lab > wrote: > > On 04/26/2012 2:39 PM, Scott Sjodin wrote: >> Root (I know, I know) is running fetchmail. when I do an ls- l >> this is what I get: >> >> -rwxr-xr-- 1 root root 16542 2012-04-23 03:00 >> /root/rt-4.0.5/bin/rt-mailgate >> >> My output for ls -l of >> >> On Fri, Apr 27, 2012 at 1:34 AM, Kevin Falcone >> > wrote: >> >> On Fri, Apr 27, 2012 at 01:25:45AM +0400, Scott Sjodin wrote: >> > sh: /root/rt-4.0.5/bin/rt-mailgate: Permission denied >> >> Is your rt-mailgate executable by the user running fetchmail? >> >> -kevin >> >> > Shouldnt that be -rwxr-xr-x root rt ... ... ... .....? Thats how > mine is set. I have fetchmail in the crontab under an > underprivied user belonging to the rt group. > > Hope this helps. > > -Matt > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.sjodin at gmail.com Thu Apr 26 18:17:19 2012 From: scott.sjodin at gmail.com (Scott Sjodin) Date: Fri, 27 Apr 2012 02:17:19 +0400 Subject: [rt-users] fetchmail errors trying to retrieve from pop3 In-Reply-To: <4F99C73C.6030504@pacbell.net> References: <4F99B0F4.2070006@pacbell.net> <20120426213432.GB8185@jibsheet.com> <4F99C4F7.60506@pacbell.net> <4F99C73C.6030504@pacbell.net> Message-ID: Matt, After changing (and confirming the change) of the attributes, I'm still getting the same error: fetchmail: starting fetchmail 6.3.18 daemon fetchmail: 3 messages for support at example.com at pop.yourpopserver.com(13002 octets). sh: /root/rt-4.0.5/bin/rt-mailgate: Permission denied fetchmail: reading message support at example.com@xx.xxx.xx.xx.static.xx.net:1of 3 (9017 octets) (log message incomplete) fetchmail: error writing message text fetchmail: MDA error while fetching from support at example.com@ pop.yourpopserver.com fetchmail: Query status=6 (IOERR) On Fri, Apr 27, 2012 at 2:07 AM, 20/20 Lab wrote: > sudo chmod 755 /root/rt-4.0.5/bin/rt-mailgate > or just 'chmod 755 /root/rt-4.0.5/bin/rt-mailgate' if your running your > shell as root (which I suspect you are ;p ) > > Matt > > > > On 04/26/2012 3:01 PM, Scott Sjodin wrote: > > Matt, > > I'm sort of a linux n00b, so please excuse my ignorance...how do I set > the extra attribute you have and I don't? > > Thanks > > On Fri, Apr 27, 2012 at 1:58 AM, 20/20 Lab wrote: > >> On 04/26/2012 2:39 PM, Scott Sjodin wrote: >> >> Root (I know, I know) is running fetchmail. when I do an ls- l this is >> what I get: >> >> -rwxr-xr-- 1 root root 16542 2012-04-23 03:00 >> /root/rt-4.0.5/bin/rt-mailgate >> >> My output for ls -l of >> >> On Fri, Apr 27, 2012 at 1:34 AM, Kevin Falcone > > wrote: >> >>> On Fri, Apr 27, 2012 at 01:25:45AM +0400, Scott Sjodin wrote: >>> > sh: /root/rt-4.0.5/bin/rt-mailgate: Permission denied >>> >>> Is your rt-mailgate executable by the user running fetchmail? >>> >>> -kevin >>> >> >> Shouldnt that be -rwxr-xr-x root rt ... ... ... .....? Thats how mine >> is set. I have fetchmail in the crontab under an underprivied user >> belonging to the rt group. >> >> Hope this helps. >> >> -Matt >> >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.sjodin at gmail.com Thu Apr 26 18:47:42 2012 From: scott.sjodin at gmail.com (Scott Sjodin) Date: Fri, 27 Apr 2012 02:47:42 +0400 Subject: [rt-users] fetchmail errors trying to retrieve from pop3 In-Reply-To: References: <4F99B0F4.2070006@pacbell.net> <20120426213432.GB8185@jibsheet.com> <4F99C4F7.60506@pacbell.net> <4F99C73C.6030504@pacbell.net> Message-ID: [SOLVED] So after changing the username on the script (resolving the AUTH error) I was still left with the permissions error. I moved my rt directory OUT of the root folder and into opt/rt and low and behold it started flowing mail into RT. Thank you so much for all the help, this is a great list and wonderful community. Also appreciate it for not making me feel too dumb :) On Fri, Apr 27, 2012 at 2:17 AM, Scott Sjodin wrote: > Matt, > > After changing (and confirming the change) of the attributes, I'm still > getting the same error: > > fetchmail: starting fetchmail 6.3.18 daemon > fetchmail: 3 messages for support at example.com at pop.yourpopserver.com(13002 octets). > sh: /root/rt-4.0.5/bin/rt-mailgate: Permission denied > fetchmail: reading message support at example.com@ > xx.xxx.xx.xx.static.xx.net:1 of 3 (9017 octets) (log message incomplete) > fetchmail: error writing message text > fetchmail: MDA error while fetching from support at example.com@ > pop.yourpopserver.com > fetchmail: Query status=6 (IOERR) > > On Fri, Apr 27, 2012 at 2:07 AM, 20/20 Lab wrote: > >> sudo chmod 755 /root/rt-4.0.5/bin/rt-mailgate >> or just 'chmod 755 /root/rt-4.0.5/bin/rt-mailgate' if your running your >> shell as root (which I suspect you are ;p ) >> >> Matt >> >> >> >> On 04/26/2012 3:01 PM, Scott Sjodin wrote: >> >> Matt, >> >> I'm sort of a linux n00b, so please excuse my ignorance...how do I set >> the extra attribute you have and I don't? >> >> Thanks >> >> On Fri, Apr 27, 2012 at 1:58 AM, 20/20 Lab wrote: >> >>> On 04/26/2012 2:39 PM, Scott Sjodin wrote: >>> >>> Root (I know, I know) is running fetchmail. when I do an ls- l this is >>> what I get: >>> >>> -rwxr-xr-- 1 root root 16542 2012-04-23 03:00 >>> /root/rt-4.0.5/bin/rt-mailgate >>> >>> My output for ls -l of >>> >>> On Fri, Apr 27, 2012 at 1:34 AM, Kevin Falcone < >>> falcone at bestpractical.com> wrote: >>> >>>> On Fri, Apr 27, 2012 at 01:25:45AM +0400, Scott Sjodin wrote: >>>> > sh: /root/rt-4.0.5/bin/rt-mailgate: Permission denied >>>> >>>> Is your rt-mailgate executable by the user running fetchmail? >>>> >>>> -kevin >>>> >>> >>> Shouldnt that be -rwxr-xr-x root rt ... ... ... .....? Thats how >>> mine is set. I have fetchmail in the crontab under an underprivied user >>> belonging to the rt group. >>> >>> Hope this helps. >>> >>> -Matt >>> >>> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From adisan82 at gmail.com Fri Apr 27 02:44:46 2012 From: adisan82 at gmail.com (Adrian Stel) Date: Fri, 27 Apr 2012 08:44:46 +0200 Subject: [rt-users] User could not be created: Could not set user info In-Reply-To: <20120426150515.GA8185@jibsheet.com> References: <20120426150515.GA8185@jibsheet.com> Message-ID: Hi Kevin, yes I use ExternalAuth and I read about this issues, when I # this plugin I will be able to add new user, question is, is there any possibility to create user with RT-Authen-ExternalAuth ON ?? We are using RT-Authen-ExternalAuth (mysql) Adrian 2012/4/26 Kevin Falcone : > On Wed, Apr 25, 2012 at 10:27:30AM +0200, Adrian Stel wrote: >> I have a problem with creating users: >> "User could not be created: Could not set user info" > > Is this user in your LDAP server? ?If not, have you configured > RT-Authen-ExternalAuth to allow users not in your LDAP server to be > created? > > -kevin > >> I'm not sure where in RT I should search issues. Could you help me, please >> >> >> here is log: >> >> [Wed Apr 25 09:13:24 2012] [debug]: >> RT::Authen::ExternalAuth::CanonicalizeUserInfo called by >> RT::Authen::ExternalAuth >> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm >> 553 with: Address1: , Address2: , AuthSystem: , City: , Comments: , >> ContactInfoSystem: , Country: , Disabled: 0, EmailAddress: >> test007 at test.pl, EmailEncoding: , ExternalAuthId: , >> ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , >> Lang: , MobilePhone: , Name: test007, NickName: , Organization: , >> PagerPhone: , Privileged: , RealName: , Signature: , State: , >> WebEncoding: , WorkPhone: , Zip: >> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:450) >> [Wed Apr 25 09:13:24 2012] [debug]: Attempting to get user info using >> this external service: My_MySQL >> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:458) >> [Wed Apr 25 09:13:24 2012] [debug]: Attempting to use this >> canonicalization key: Gecos >> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472) >> [Wed Apr 25 09:13:25 2012] [critical]: >> RT::Authen::ExternalAuth::DBI::CanonicalizeUserInfo ?Nothing to >> look-up given (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:174) >> [Wed Apr 25 09:13:25 2012] [debug]: Attempting to use this >> canonicalization key: Name >> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472) >> [Wed Apr 25 09:13:25 2012] [info]: >> RT::Authen::ExternalAuth::DBI::CanonicalizeUserInfo INFO CHECK FAILED >> Key: username Value: test007 No User Found in External Database! >> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:209) >> [Wed Apr 25 09:13:25 2012] [info]: >> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , >> Address2: , AuthSystem: , City: , Comments: , ContactInfoSystem: , >> Country: , Disabled: 0, EmailAddress: test007 at test.pl, EmailEncoding: >> , ExternalAuthId: , ExternalContactInfoId: , FreeformContactInfo: , >> Gecos: , HomePhone: , Lang: , MobilePhone: , Name: test007, NickName: >> , Organization: , PagerPhone: , Privileged: , RealName: , Signature: , >> State: , WebEncoding: , WorkPhone: , Zip: >> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) -- Pozdrawiam Adrian Stelmaszyk From alex at itworx.co.ke Fri Apr 27 06:09:42 2012 From: alex at itworx.co.ke (Alex Rhys-Hurn) Date: Fri, 27 Apr 2012 13:09:42 +0300 (EAT) Subject: [rt-users] Fwd: Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] In-Reply-To: <592050853.7721.1335521354625.JavaMail.root@itworx.co.ke> Message-ID: <1737108573.7732.1335521382629.JavaMail.root@itworx.co.ke> Dear Benjamin, Thanks for all the hard work. I have in fact played with Jasper and RT before. I gave up as the reports I was trying to generate were to do with time worked. RT seems to have two different places where time is recorded and calculated, and so querying the DB gets complicated. Does your integration of Jasper with RT make this clearer / easier? or do you have any example SQL queries for reporting on Time worked in RT? Thanks so much, Alex ----- Forwarded Message ----- From: "Benjamin Boksa" To: "Albert Shih" Cc: rt-users at lists.bestpractical.com Sent: Thursday, 26 April, 2012 10:59:37 PM Subject: Re: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] Hi Albert, you can generate any kind of reports supported by JasperReports Server. RT-Jasper provides the DataSource necessary to query RT for tickets (the ticket's data can be used in the reports). Regarding your questions: 1) See the private mail I sent you. 2) No. If you have further questions just let me know. Greetings from Cologne Benjamin Am 26.04.2012 um 21:28 schrieb Albert Shih: > Le 22/04/2012 ? 19:11:23+0200, Benjamin Boksa a ?crit > Hi. > >> >> it's done :-) I have setup two GitHub repositories to host everything you need to run you own RT an JasperReports Server integration: >> >> >> RT-REST: http://projects.boksa.de/RT-REST/ >> RT-REST is a Java class library to interact with RT: Request Tracker's REST Interface. >> >> RT-Jasper: http://projects.boksa.de/RT-Jasper/ >> RT-Jasper is a toolkit to integrate RT: Request Tracker as a queryable data source in JasperServer. >> >> >> Feel free to give the components a try and let me know what you think :-) I have chosen to drop full installation instructions in favor of a demo system (see the RT-Jasper page for more information) and I assume you already have a RT installation to play with. To learn how to install JasperReports Server please refer to >> >> http://sourceforge.net/projects/jasperserver/files/JasperServer/JasperServer%204.5.0/JasperReports-Server-CP-Install-Guide.pdf/download . >> >> To help you with your questions I'll try to be around in #rt on irc.perl.org . >> >> I am really curious to see what you will say about my work and I hope there will be enough users using it to ensure a constant flow of great ideas and improvements. >> >> Enjoy the rest of your weekends :-) >> > Big thanks for your works. > > Two questions before I spend lot of time to understand your works : > > 1/ What kind of reports can we have (I never heard of jasper, only > the city in Canada ...;-) ). I didn't find your demo jasperserver > ...:-( > > 2/ Is they are anything to modify on the RT server ? > > thanks again. > > Regards. > -- > Albert SHIH > DIO b?timent 15 > Observatoire de Paris > 5 Place Jules Janssen > 92195 Meudon Cedex > T?l?phone : 01 45 07 76 26/06 86 69 95 71 > xmpp: jas at obspm.fr > Heure local/Local time: > jeu 26 avr 2012 21:25:37 CEST > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at itworx.co.ke Fri Apr 27 06:48:24 2012 From: alex at itworx.co.ke (Alex Rhys-Hurn) Date: Fri, 27 Apr 2012 13:48:24 +0300 (EAT) Subject: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] In-Reply-To: <2CFB890C-83D7-4C55-9E7A-4D5451220E37@boksa.de> Message-ID: <1214441145.7907.1335523704461.JavaMail.root@itworx.co.ke> wow! Awesome. I am going to try this immediately. Thanks so much for the quick reply too. Alex ----- Original Message ----- From: "Benjamin Boksa" To: "Alex Rhys-Hurn" Sent: Friday, 27 April, 2012 1:24:03 PM Subject: Re: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] Hi Alex, the cool thing about my integration toolkit is, that it does not use SQL at all. It uses the REST Interface (see "Ticket Search") described here: http://requesttracker.wikia.com/wiki/REST Among other data you get the "TimeWorked" field already calculated ;-) The Queries used in Jasper are written in RTRIQL which itself is a superset of the Query Builder Query Language (which means you can use any Query Builder query from RT you already have). Looking forward to you feedback Benjamin Am 27.04.2012 um 12:09 schrieb Alex Rhys-Hurn: Dear Benjamin, Thanks for all the hard work. I have in fact played with Jasper and RT before. I gave up as the reports I was trying to generate were to do with time worked. RT seems to have two different places where time is recorded and calculated, and so querying the DB gets complicated. Does your integration of Jasper with RT make this clearer / easier? or do you have any example SQL queries for reporting on Time worked in RT? Thanks so much, Alex ----- Original Message ----- From: "Benjamin Boksa" < mailinglists at boksa.de > To: "Albert Shih" < Albert.Shih at obspm.fr > Cc: rt-users at lists.bestpractical.com Sent: Thursday, 26 April, 2012 10:59:37 PM Subject: Re: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] Hi Albert, you can generate any kind of reports supported by JasperReports Server. RT-Jasper provides the DataSource necessary to query RT for tickets (the ticket's data can be used in the reports). Regarding your questions: 1) See the private mail I sent you. 2) No. If you have further questions just let me know. Greetings from Cologne Benjamin Am 26.04.2012 um 21:28 schrieb Albert Shih: > Le 22/04/2012 ? 19:11:23+0200, Benjamin Boksa a ?crit > Hi. > >> >> it's done :-) I have setup two GitHub repositories to host everything you need to run you own RT an JasperReports Server integration: >> >> >> RT-REST: http://projects.boksa.de/RT-REST/ >> RT-REST is a Java class library to interact with RT: Request Tracker's REST Interface. >> >> RT-Jasper: http://projects.boksa.de/RT-Jasper/ >> RT-Jasper is a toolkit to integrate RT: Request Tracker as a queryable data source in JasperServer. >> >> >> Feel free to give the components a try and let me know what you think :-) I have chosen to drop full installation instructions in favor of a demo system (see the RT-Jasper page for more information) and I assume you already have a RT installation to play with. To learn how to install JasperReports Server please refer to >> >> http://sourceforge.net/projects/jasperserver/files/JasperServer/JasperServer%204.5.0/JasperReports-Server-CP-Install-Guide.pdf/download . >> >> To help you with your questions I'll try to be around in #rt on irc.perl.org . >> >> I am really curious to see what you will say about my work and I hope there will be enough users using it to ensure a constant flow of great ideas and improvements. >> >> Enjoy the rest of your weekends :-) >> > Big thanks for your works. > > Two questions before I spend lot of time to understand your works : > > 1/ What kind of reports can we have (I never heard of jasper, only > the city in Canada ...;-) ). I didn't find your demo jasperserver > ...:-( > > 2/ Is they are anything to modify on the RT server ? > > thanks again. > > Regards. > -- > Albert SHIH > DIO b?timent 15 > Observatoire de Paris > 5 Place Jules Janssen > 92195 Meudon Cedex > T?l?phone : 01 45 07 76 26/06 86 69 95 71 > xmpp: jas at obspm.fr > Heure local/Local time: > jeu 26 avr 2012 21:25:37 CEST > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mailinglists at boksa.de Fri Apr 27 07:09:58 2012 From: mailinglists at boksa.de (Benjamin Boksa) Date: Fri, 27 Apr 2012 13:09:58 +0200 Subject: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] In-Reply-To: <1737108573.7732.1335521382629.JavaMail.root@itworx.co.ke> References: <1737108573.7732.1335521382629.JavaMail.root@itworx.co.ke> Message-ID: (Only sent out a private answer before, reposting to rt-users) Hi Alex, the cool thing about my integration toolkit is, that it does not use SQL at all. It uses the REST Interface (see "Ticket Search") described here: http://requesttracker.wikia.com/wiki/REST Among other data you get the "TimeWorked" field already calculated ;-) The Queries used in Jasper are written in RTRIQL which itself is a superset of the Query Builder Query Language (which means you can use any Query Builder query from RT you already have). I have also updated the installation instructions on http://projects.boksa.de/RT-Jasper after some feedback (Thx Marco!). Looking forward to you feedback Benjamin Am 27.04.2012 um 12:09 schrieb Alex Rhys-Hurn: > Dear Benjamin, > > Thanks for all the hard work. > > I have in fact played with Jasper and RT before. > > I gave up as the reports I was trying to generate were to do with time worked. > > RT seems to have two different places where time is recorded and calculated, and so querying the DB gets complicated. > > Does your integration of Jasper with RT make this clearer / easier? > > or do you have any example SQL queries for reporting on Time worked in RT? > > Thanks so much, > > Alex > > From: "Benjamin Boksa" > To: "Albert Shih" > Cc: rt-users at lists.bestpractical.com > Sent: Thursday, 26 April, 2012 10:59:37 PM > Subject: Re: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] > > Hi Albert, > > you can generate any kind of reports supported by JasperReports Server. RT-Jasper provides the DataSource necessary to query RT for tickets (the ticket's data can be used in the reports). > > Regarding your questions: > > 1) See the private mail I sent you. > 2) No. > > If you have further questions just let me know. > > Greetings from Cologne > > Benjamin > > > > > Am 26.04.2012 um 21:28 schrieb Albert Shih: > > > Le 22/04/2012 ? 19:11:23+0200, Benjamin Boksa a ?crit > > Hi. > > > >> > >> it's done :-) I have setup two GitHub repositories to host everything you need to run you own RT an JasperReports Server integration: > >> > >> > >> RT-REST: http://projects.boksa.de/RT-REST/ > >> RT-REST is a Java class library to interact with RT: Request Tracker's REST Interface. > >> > >> RT-Jasper: http://projects.boksa.de/RT-Jasper/ > >> RT-Jasper is a toolkit to integrate RT: Request Tracker as a queryable data source in JasperServer. > >> > >> > >> Feel free to give the components a try and let me know what you think :-) I have chosen to drop full installation instructions in favor of a demo system (see the RT-Jasper page for more information) and I assume you already have a RT installation to play with. To learn how to install JasperReports Server please refer to > >> > >> http://sourceforge.net/projects/jasperserver/files/JasperServer/JasperServer%204.5.0/JasperReports-Server-CP-Install-Guide.pdf/download . > >> > >> To help you with your questions I'll try to be around in #rt on irc.perl.org . > >> > >> I am really curious to see what you will say about my work and I hope there will be enough users using it to ensure a constant flow of great ideas and improvements. > >> > >> Enjoy the rest of your weekends :-) > >> > > Big thanks for your works. > > > > Two questions before I spend lot of time to understand your works : > > > > 1/ What kind of reports can we have (I never heard of jasper, only > > the city in Canada ...;-) ). I didn't find your demo jasperserver > > ...:-( > > > > 2/ Is they are anything to modify on the RT server ? > > > > thanks again. > > > > Regards. > > -- > > Albert SHIH > > DIO b?timent 15 > > Observatoire de Paris > > 5 Place Jules Janssen > > 92195 Meudon Cedex > > T?l?phone : 01 45 07 76 26/06 86 69 95 71 > > xmpp: jas at obspm.fr > > Heure local/Local time: > > jeu 26 avr 2012 21:25:37 CEST > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Michael.Polenske at skm-skyline.de Fri Apr 27 09:09:51 2012 From: Michael.Polenske at skm-skyline.de (Michael Polenske) Date: Fri, 27 Apr 2012 15:09:51 +0200 Subject: [rt-users] Add a group as cc: watcher during ticket creation possible ? Message-ID: Dear all, I try to add a group as watcher-cc: during ticket creation (via webinterface). It seems not possible, I have to open the ticket afterwards and add the group manually. Is there a way to enable this ? Many thanks, Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Apr 27 09:10:48 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 27 Apr 2012 09:10:48 -0400 Subject: [rt-users] User could not be created: Could not set user info In-Reply-To: References: <20120426150515.GA8185@jibsheet.com> Message-ID: <20120427131048.GC8185@jibsheet.com> On Fri, Apr 27, 2012 at 08:44:46AM +0200, Adrian Stel wrote: > yes I use ExternalAuth and I read about this issues, when I # this > plugin I will be able to add new user, question is, is there any > possibility to create user with RT-Authen-ExternalAuth ON ?? > > We are using RT-Authen-ExternalAuth (mysql) Yes, there's a config option for it. If you don't spot it in the sample config, post your config and someone will flag it for you. -kevin > 2012/4/26 Kevin Falcone : > > On Wed, Apr 25, 2012 at 10:27:30AM +0200, Adrian Stel wrote: > >> I have a problem with creating users: > >> "User could not be created: Could not set user info" > > > > Is this user in your LDAP server? ?If not, have you configured > > RT-Authen-ExternalAuth to allow users not in your LDAP server to be > > created? -------------- 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 Apr 27 09:45:45 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 27 Apr 2012 09:45:45 -0400 Subject: [rt-users] Add a group as cc: watcher during ticket creation possible ? In-Reply-To: References: Message-ID: <20120427134545.GD8185@jibsheet.com> On Fri, Apr 27, 2012 at 03:09:51PM +0200, Michael Polenske wrote: > I try to add a group as watcher-cc: during ticket creation (via webinterface). It seems not > possible, I have to open the ticket afterwards and add the group manually. Is there a way to > enable this ? Unfortunately, the Requestor/Cc/AdminCc fields are passed through an email address parser which restricts what can be passed in there. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Michael.Polenske at skm-skyline.de Fri Apr 27 10:05:38 2012 From: Michael.Polenske at skm-skyline.de (Michael Polenske) Date: Fri, 27 Apr 2012 16:05:38 +0200 Subject: [rt-users] Add a group as cc: watcher during ticket creation possible ? In-Reply-To: <20120427134545.GD8185@jibsheet.com> References: <20120427134545.GD8185@jibsheet.com> Message-ID: :( Ok, I expected this already. Thanks for your info ! Cheers - Michael -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Freitag, 27. April 2012 15:46 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Add a group as cc: watcher during ticket creation possible ? On Fri, Apr 27, 2012 at 03:09:51PM +0200, Michael Polenske wrote: > I try to add a group as watcher-cc: during ticket creation (via webinterface). It seems not > possible, I have to open the ticket afterwards and add the group manually. Is there a way to > enable this ? Unfortunately, the Requestor/Cc/AdminCc fields are passed through an email address parser which restricts what can be passed in there. -kevin From Joseph_Lawson at sra.com Fri Apr 27 10:38:22 2012 From: Joseph_Lawson at sra.com (Lawson, Joseph) Date: Fri, 27 Apr 2012 10:38:22 -0400 Subject: [rt-users] Can you Retain Quoted Text Formatting in Reply? Message-ID: <5E43D877DAB06E44A30CD792638634780304772B@chv-ex.sra.com> I take it from the lack of response that this is impossible at the current time. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Lawson, Joseph Sent: Tuesday, April 24, 2012 12:02 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Can you Retain Quoted Text Formatting in Reply? Hello Everyone, When replying to an email in RT, the editor strips all formatting from the quoted message. Is there any way to toggle RT to retain the formatting of the previous message. Currently it appears to only quote as plain text. I am able to send HTML formatted replies just fine. -------------- next part -------------- An HTML attachment was scrubbed... URL: From leefm40 at yahoo.co.uk Fri Apr 27 14:38:45 2012 From: leefm40 at yahoo.co.uk (Lee Wilson) Date: Fri, 27 Apr 2012 19:38:45 +0100 Subject: [rt-users] Non-Privileged User can create requestors for other users Message-ID: <4F9AE7B5.7040809@yahoo.co.uk> Good Evening, I was experimenting with RT (4.0.5) last night and found that it was possible for a non-privileged user to create tickets via the web interface for another user regardless of if they exist or not. Once the ticket is created the user gets a "no permissions to view this ticket" message so some security is going on. Would someone be so kind as to answer a few questions about this: 1) Is what I've said correct and if so is it possible to stop it without custom coding? I'd like to restrict users to only creating tickets for themselves, not anyone else. No problem if I do have to code something but wanted if there was an easier solution. 2) How can I stop random new users being created when they are added as requestors ? I'd prefer if only users I manually create are able to create tickets. There were a few older threads (from 2003 - http://www.gossamer-threads.com/lists/rt/users/17680) that referred to external Auth or removing the create ticket right from both Unprivileged and Everyone but this is already setup by default from what I can tell. If this can't be done I guess an OnCreate scrip that would auto-close the ticket with some kind of message template informing the request why would do the trick. Thanks in advance Lee From alex at itworx.co.ke Sat Apr 28 15:34:17 2012 From: alex at itworx.co.ke (Alex Rhys-Hurn) Date: Sat, 28 Apr 2012 22:34:17 +0300 (EAT) Subject: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] In-Reply-To: Message-ID: <450382519.9574.1335641657400.JavaMail.root@itworx.co.ke> Hi Benjamin, Sorry to be a bother, but I am really struggling with this install. The background: The machine is ubuntu 10.04 LTS. I have installed maven with apt-get maven2 I also apt-get install build-essential and apt-get install openjdk-6-jdk. I installed the jasperserver with the combined jasper stack for ubuntu. Jasper is working properly. I now have connectivity to your servers (there is an undersea fibre cable cut to my coutry at the moment) , my ISP has failed over to other international links. but now I see all sorts of errors in the first stages of mvn install as below: Then things fail to build. I apologise for being dumb with this but I am a networks guy and this is my first time to build any java kind of thing. I have found that I need to remove the .m2 directory and the whole RT-REST directories when I want to clean up and try again. Any tips are appreciated. root at core ~/RT-REST# mvn install [INFO] Scanning for projects... Downloading: https://services.boksa.de/maven/repositories/boksa/de/boksa/maven/defaults/maven-default-pom/0.1.0/maven-default-pom-0.1.0.pom 4K downloaded (maven-default-pom-0.1.0.pom) Downloading: https://services.boksa.de/maven/repositories/boksa/org/apache/maven/wagon/wagon-ssh/1.0/wagon-ssh-1.0.pom [INFO] Unable to find resource 'org.apache.maven.wagon:wagon-ssh:pom:1.0' in repository boksa-repository (https://services.boksa.de/maven/repositories/boksa) Downloading: http://repo1.maven.org/maven2/org/apache/maven/wagon/wagon-ssh/1.0/wagon-ssh-1.0.pom [WARNING] *** CHECKSUM FAILED - Checksum failed on download: local = 'ad2eb5e1bb1de5e9347cbd9178c9dd8034eb0d0f'; remote = ' To: "Alex Rhys-Hurn" Sent: Saturday, 28 April, 2012 3:56:34 PM Subject: Re: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] Hi Alex, according to my monitoring system all servers are up and running. If have at least on report of a completely external user who was able to build RT-Jasper just fine. Please check that it isn't a problem on your side (maybe is is blocked because of the SSL cert used?). Also please check the URL in your browser. If that does not help I can send you the required file as an attachment to drop in you local maven repository. Hope that helps :-) Greetings from Cologne Benjamin Am 28.04.2012 um 12:11 schrieb Alex Rhys-Hurn: Hi Benjamin, I am having real troubles building the RT-Jasper. It seems a server is down: [WARNING] Unable to get resource 'de.boksa.maven.defaults:maven-default-pom:pom:0.1.0' from repository boksa-repository ( https://services.boksa.de/maven/repositories/boksa ): Error transferring file: Connection timed out Can you help with that? Thanks again, Alex ----- Original Message ----- From: "Benjamin Boksa" < mailinglists at boksa.de > To: "rt-users" < rt-users at lists.bestpractical.com > Sent: Friday, 27 April, 2012 2:09:58 PM Subject: Re: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] (Only sent out a private answer before, reposting to rt-users) Hi Alex, the cool thing about my integration toolkit is, that it does not use SQL at all. It uses the REST Interface (see "Ticket Search") described here: http://requesttracker.wikia.com/wiki/REST Among other data you get the "TimeWorked" field already calculated ;-) The Queries used in Jasper are written in RTRIQL which itself is a superset of the Query Builder Query Language (which means you can use any Query Builder query from RT you already have). I have also updated the installation instructions on http://projects.boksa.de/RT-Jasper after some feedback (Thx Marco!). Looking forward to you feedback Benjamin Am 27.04.2012 um 12:09 schrieb Alex Rhys-Hurn:
Dear Benjamin, Thanks for all the hard work. I have in fact played with Jasper and RT before. I gave up as the reports I was trying to generate were to do with time worked. RT seems to have two different places where time is recorded and calculated, and so querying the DB gets complicated. Does your integration of Jasper with RT make this clearer / easier? or do you have any example SQL queries for reporting on Time worked in RT? Thanks so much, Alex ----- Original Message ----- From: "Benjamin Boksa" < mailinglists at boksa.de > To: "Albert Shih" < Albert.Shih at obspm.fr > Cc: rt-users at lists.bestpractical.com Sent: Thursday, 26 April, 2012 10:59:37 PM Subject: Re: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] Hi Albert, you can generate any kind of reports supported by JasperReports Server. RT-Jasper provides the DataSource necessary to query RT for tickets (the ticket's data can be used in the reports). Regarding your questions: 1) See the private mail I sent you. 2) No. If you have further questions just let me know. Greetings from Cologne Benjamin Am 26.04.2012 um 21:28 schrieb Albert Shih: > Le 22/04/2012 ? 19:11:23+0200, Benjamin Boksa a ?crit > Hi. > >> >> it's done :-) I have setup two GitHub repositories to host everything you need to run you own RT an JasperReports Server integration: >> >> >> RT-REST: http://projects.boksa.de/RT-REST/ >> RT-REST is a Java class library to interact with RT: Request Tracker's REST Interface. >> >> RT-Jasper: http://projects.boksa.de/RT-Jasper/ >> RT-Jasper is a toolkit to integrate RT: Request Tracker as a queryable data source in JasperServer. >> >> >> Feel free to give the components a try and let me know what you think :-) I have chosen to drop full installation instructions in favor of a demo system (see the RT-Jasper page for more information) and I assume you already have a RT installation to play with. To learn how to install JasperReports Server please refer to >> >> http://sourceforge.net/projects/jasperserver/files/JasperServer/JasperServer%204.5.0/JasperReports-Server-CP-Install-Guide.pdf/download . >> >> To help you with your questions I'll try to be around in #rt on irc.perl.org . >> >> I am really curious to see what you will say about my work and I hope there will be enough users using it to ensure a constant flow of great ideas and improvements. >> >> Enjoy the rest of your weekends :-) >> > Big thanks for your works. > > Two questions before I spend lot of time to understand your works : > > 1/ What kind of reports can we have (I never heard of jasper, only > the city in Canada ...;-) ). I didn't find your demo jasperserver > ...:-( > > 2/ Is they are anything to modify on the RT server ? > > thanks again. > > Regards. > -- > Albert SHIH > DIO b?timent 15 > Observatoire de Paris > 5 Place Jules Janssen > 92195 Meudon Cedex > T?l?phone : 01 45 07 76 26/06 86 69 95 71 > xmpp: jas at obspm.fr > Heure local/Local time: > jeu 26 avr 2012 21:25:37 CEST >
-------------- next part -------------- An HTML attachment was scrubbed... URL: From glyn.davies at fx.net.nz Sun Apr 29 20:23:46 2012 From: glyn.davies at fx.net.nz (Glyn Davies) Date: Mon, 30 Apr 2012 12:23:46 +1200 Subject: [rt-users] query drastically slowing down RT Message-ID: Hi Folks, I have problems with a couple of user generated queries that drastically slow down the RT database. The database is MySQL 5 running on a separate server from RT ( 4.0.5 ) The queries in question are of a similar format to the following, Queue = 'Solutions' AND ( Status = 'new' OR Status = 'open' ) AND ( Requestor.EmailAddress = 'user1 at site.net.nz' OR Requestor.EmailAddress = 'user2 at site.net.nz' OR Requestor.EmailAddress = ' user3 at site.net.nz' OR Requestor.EmailAddress = 'user4 at site.net.nz' OR Requestor.EmailAddress = 'user5 at site.net.nz' OR Requestor.EmailAddress = ' user6 at site.net.nz' OR Requestor.EmailAddress = 'user7 at site.net.nz' ) With only a few email addresses entered the query runs in an acceptable time, however as the number increase the query almost forces the database to a standstill. Does anyone have any ideas on how I can make any improvements on performance? Thanks in advance. Cheers, Glyn -------------- next part -------------- An HTML attachment was scrubbed... URL: From jfearn at redhat.com Sun Apr 29 20:50:42 2012 From: jfearn at redhat.com (Jeff Fearn) Date: Mon, 30 Apr 2012 10:50:42 +1000 Subject: [rt-users] query drastically slowing down RT In-Reply-To: References: Message-ID: <4F9DE1E2.1010906@redhat.com> On 04/30/2012 10:23 AM, Glyn Davies wrote: > Hi Folks, > > I have problems with a couple of user generated queries that drastically > slow down the RT database. > > The database is MySQL 5 running on a separate server from RT ( 4.0.5 ) > > The queries in question are of a similar format to the following, > > Queue = 'Solutions' > AND ( Status = 'new' OR Status = 'open' ) > AND ( Requestor.EmailAddress = 'user1 at site.net.nz' OR > Requestor.EmailAddress = 'user2 at site.net.nz' OR Requestor.EmailAddress = ' > user3 at site.net.nz' OR Requestor.EmailAddress = 'user4 at site.net.nz' OR > Requestor.EmailAddress = 'user5 at site.net.nz' OR Requestor.EmailAddress = ' > user6 at site.net.nz' OR Requestor.EmailAddress = 'user7 at site.net.nz' ) > > With only a few email addresses entered the query runs in an acceptable > time, however as the number increase the query almost forces the database > to a standstill. > > Does anyone have any ideas on how I can make any improvements on > performance? > > Thanks in advance. > > Cheers, > Glyn > There is a bug in the way joins are calculated by DBIx::SearchBuilder in some circumstances. If you log the SQL being run you will see numerous joins to the same table if it's the same bug. http://issues.bestpractical.com/Ticket/Display.html?id=18414 I attached a work around to that bug, it's not complete but it works for us. Actually the patch was out of date as there was another side affect, so I've attached a newer patch to the bug. Note that even the newer patch has the issues Ruslan talked about in the bug, I simply don't have time to cover all the angles required for a full upstream fix. Cheers, Jeff. -- Jeff Fearn Senior Software Engineer Red Hat From mgiammarco at gmail.com Mon Apr 30 07:14:47 2012 From: mgiammarco at gmail.com (Mario) Date: Mon, 30 Apr 2012 11:14:47 +0000 (UTC) Subject: [rt-users] Simple things are not so simple.... Message-ID: I would like to do a apparently very simple thing: - when a user is created (automatically or manually) I would like to: - give him only some rights - or put him in a default group (the purpose is the same) - give him a default dashboard - give him a default language Why I am not able to do this after reading a lot of docs? Can you help me? Thanks in advance, Mario From troelskn at gmail.com Mon Apr 30 07:17:16 2012 From: troelskn at gmail.com (Troels Knak-Nielsen) Date: Mon, 30 Apr 2012 13:17:16 +0200 Subject: [rt-users] Migration gone awry In-Reply-To: <4F97F63C.1030109@bestpractical.com> References: <4F97F63C.1030109@bestpractical.com> Message-ID: Thanks. rt-validator did indeed balk, but recreating the internal groups didn't solve the problem. Anyway - As a workaround, we just created new tickets and merged the faulty tickets into the newly created one and it appears to work. -- troels On 25 April 2012 15:03, Thomas Sibley wrote: > On 04/25/2012 04:45 AM, Troels Knak-Nielsen wrote: > > I know I brought this upon myself, but does any one here have any idea > > about what is wrong? > > You didn't create the internal groups RT uses for roles on a ticket, > including Owner. Running rt-validator may be able to fix this up for > you, but it's likely to not be the only thing that's a little odd in > your db. > > Thomas > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Michael.Polenske at skm-skyline.de Mon Apr 30 08:04:35 2012 From: Michael.Polenske at skm-skyline.de (Michael Polenske) Date: Mon, 30 Apr 2012 14:04:35 +0200 Subject: [rt-users] Cannot add email to user - already in use Message-ID: Good morning, I try to add a user to RT4.0.5 - works. But if I add an email address to his account I get the message "User xyz: Email address in use". But I cannot find this address in the userlist. Any idea ? Cheers - Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Apr 30 08:46:47 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 30 Apr 2012 16:46:47 +0400 Subject: [rt-users] Cannot add email to user - already in use In-Reply-To: References: Message-ID: On Mon, Apr 30, 2012 at 16:04, Michael Polenske wrote: > Good morning, > > > > I try to add a user to RT4.0.5 ? works. But if I add an email address to his > account I get the message ?User xyz: Email address in use?. But I cannot > find this address in the userlist. Any idea ? User with that email already exist. When you search for user in admin UI use checkbox to include disabled and unprivileged users. > > > > Cheers - Michael > > -- Best regards, Ruslan. From dgarcia at cesca.cat Mon Apr 30 08:59:21 2012 From: dgarcia at cesca.cat (Daniel Garcia Mejia) Date: Mon, 30 Apr 2012 14:59:21 +0200 Subject: [rt-users] About CMBD and RT Message-ID: <4F9E8CA9.3030906@cesca.cat> Hi, At my company we would like our system RT was associated with a CMBD (Configuration management database). There is some type a perfect kind of CMBD for RTor there exist a module that do this ? I've been looking but have not found anything ... Thanks! Dani -- ....................................................................... __ / / Daniel Garc?a Mej?a C E / S / C A Portals i Repositoris /_/ Centre de Serveis Cient?fics i Acad?mics de Catalunya Gran Capit?, 2-4 (Edifici Nexus) ? 08034 Barcelona T. NULL ? F. 93 205 6979 ? dgarcia at cesca.cat Facebook (http://on.fb.me/vPv3oN) ? Twitter @CE5CA ? Linkedin Subscriu-te al butllet? (www.cesca.cat/butlleti) ....................................................................... From ruz at bestpractical.com Mon Apr 30 09:25:55 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 30 Apr 2012 17:25:55 +0400 Subject: [rt-users] Fwd: Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] In-Reply-To: <1737108573.7732.1335521382629.JavaMail.root@itworx.co.ke> References: <592050853.7721.1335521354625.JavaMail.root@itworx.co.ke> <1737108573.7732.1335521382629.JavaMail.root@itworx.co.ke> Message-ID: On Fri, Apr 27, 2012 at 14:09, Alex Rhys-Hurn wrote: > Dear Benjamin, > > Thanks for all the hard work. > > I have in fact played with Jasper and RT before. > > I gave up as the reports I was trying to generate were to do with time > worked. > > RT seems to have two different places where time is recorded and calculated, > and so querying the DB gets complicated. > > Does your integration of Jasper with RT make this clearer / easier? We have a branch that improves situation with TimeTaken in transactions table. It can be used with RT 4.0. It will be in RT 4.2. > or do you have any example SQL queries for reporting on Time worked in RT? > > Thanks so much, > > Alex > > ________________________________ > From: "Benjamin Boksa" > To: "Albert Shih" > Cc: rt-users at lists.bestpractical.com > Sent: Thursday, 26 April, 2012 10:59:37 PM > Subject: Re: [rt-users] Announcing RT-REST and RT-Jasper [was: RT > and????????JasperReports Server Integration (got it working,????????anyone > interested?)] > > > Hi Albert, > > you can generate any kind of reports supported by JasperReports Server. > RT-Jasper provides the DataSource necessary to query RT for tickets (the > ticket's data can be used in the reports). > > Regarding your questions: > > 1) See the private mail I sent you. > 2) No. > > If you have further questions just let me know. > > Greetings from Cologne > > Benjamin > > > > > Am 26.04.2012 um 21:28 schrieb Albert Shih: > >> Le 22/04/2012 ? 19:11:23+0200, Benjamin Boksa a ?crit >> Hi. >> >>> >>> it's done :-) I have setup two GitHub repositories to host everything you >>> need to run you own RT an JasperReports Server integration: >>> >>> >>> RT-REST: http://projects.boksa.de/RT-REST/ >>> RT-REST is a Java class library to interact with RT: Request Tracker's >>> REST Interface. >>> >>> RT-Jasper: http://projects.boksa.de/RT-Jasper/ >>> RT-Jasper is a toolkit to integrate RT: Request Tracker as a queryable >>> data source in JasperServer. >>> >>> >>> Feel free to give the components a try and let me know what you think :-) >>> I have chosen to drop full installation instructions in favor of a demo >>> system (see the RT-Jasper page for more information) and I assume you >>> already have a RT installation to play with. To learn how to install >>> JasperReports Server please refer to >>> >>> >>> http://sourceforge.net/projects/jasperserver/files/JasperServer/JasperServer%204.5.0/JasperReports-Server-CP-Install-Guide.pdf/download >>> . >>> >>> To help you with your questions I'll try to be around in #rt on >>> irc.perl.org . >>> >>> I am really curious to see what you will say about my work and I hope >>> there will be enough users using it to ensure a constant flow of great ideas >>> and improvements. >>> >>> Enjoy the rest of your weekends :-) >>> >> Big thanks for your works. >> >> Two questions before I spend lot of time to understand your works : >> >> ????????1/ What kind of reports can we have (I never heard of jasper, only >> ????????the city in Canada ...;-) ). I didn't find your demo jasperserver >> ????????...:-( >> >> ????????2/ Is they are anything to modify on the RT server ? >> >> thanks again. >> >> Regards. >> -- >> Albert SHIH >> DIO b?timent 15 >> Observatoire de Paris >> 5 Place Jules Janssen >> 92195 Meudon Cedex >> T?l?phone : 01 45 07 76 26/06 86 69 95 71 >> xmpp: jas at obspm.fr >> Heure local/Local time: >> jeu 26 avr 2012 21:25:37 CEST >> > > > -- Best regards, Ruslan. From dgarcia at cesca.cat Mon Apr 30 08:56:31 2012 From: dgarcia at cesca.cat (Daniel Garcia Mejia) Date: Mon, 30 Apr 2012 14:56:31 +0200 Subject: [rt-users] About CMBD and RT Message-ID: <4F9E8BFF.5020903@cesca.cat> *configuration management database * Hi, At my company we would like our system RT was associated with a CMBD (Configuration management database). There is some type a perfect kind of CMBD for RTor there exist a module that do this ? I've been looking but have not found anything ... Thanks! Dani -- ....................................................................... __ / / Daniel Garc?a Mej?a C E / S / C A Portals i Repositoris /_/ Centre de Serveis Cient?fics i Acad?mics de Catalunya Gran Capit?, 2-4 (Edifici Nexus) ? 08034 Barcelona T. NULL ? F. 93 205 6979 ? dgarcia at cesca.cat Facebook (http://on.fb.me/vPv3oN) ? Twitter @CE5CA ? Linkedin Subscriu-te al butllet? (www.cesca.cat/butlleti) ....................................................................... -------------- next part -------------- An HTML attachment was scrubbed... URL: From Michael.Polenske at skm-skyline.de Mon Apr 30 09:41:07 2012 From: Michael.Polenske at skm-skyline.de (Michael Polenske) Date: Mon, 30 Apr 2012 15:41:07 +0200 Subject: [rt-users] Cannot add email to user - already in use In-Reply-To: References: Message-ID: Args, I forgot the unprivileged. Found and destroyed. Mille gracie ! Cheers - Michael -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov User with that email already exist. When you search for user in admin UI use checkbox to include disabled and unprivileged users. From ruz at bestpractical.com Mon Apr 30 10:00:51 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 30 Apr 2012 18:00:51 +0400 Subject: [rt-users] Non-Privileged User can create requestors for other users In-Reply-To: <4F9AE7B5.7040809@yahoo.co.uk> References: <4F9AE7B5.7040809@yahoo.co.uk> Message-ID: On Fri, Apr 27, 2012 at 22:38, Lee Wilson wrote: > Good Evening, > > I was experimenting with RT (4.0.5) last night and found that it was > possible for a non-privileged user to create tickets via the web interface > for another user regardless of if they exist or not. > > Once the ticket is created the user gets a "no permissions to view this > ticket" message so some security is going on. > > Would someone be so kind as to answer a few questions about this: > > 1) Is what I've said correct and if so is it possible to stop it without > custom coding? I'd like to restrict users to only creating tickets for > themselves, not anyone else. > > No problem if I do have to code something but wanted if there was an easier > solution. > > 2) How can I stop random new users being created when they are added as > requestors ? I'd prefer if only users I manually create are able to create > tickets. > > There were a few older threads (from 2003 - > http://www.gossamer-threads.com/lists/rt/users/17680) ?that referred to > external Auth or removing the create ticket right from both Unprivileged and > Everyone but this is already setup by default from what I can tell. > > If this can't be done I guess an OnCreate scrip that would auto-close the > ticket with some kind of message template informing the request why would do > the trick. > > Thanks in advance You can achieve this slight modification to MandatoryRequestor extension[1]. [1] http://search.cpan.org/dist/RT-Extension-MandatoryRequestor/lib/RT/Extension/MandatoryRequestor.pm > > Lee -- Best regards, Ruslan. From ruz at bestpractical.com Mon Apr 30 10:06:57 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 30 Apr 2012 18:06:57 +0400 Subject: [rt-users] Un deleting tickets In-Reply-To: <0c7101cd23cb$eb462b30$0601a8c0@chrisp> References: <0c7101cd23cb$eb462b30$0601a8c0@chrisp> Message-ID: On Thu, Apr 26, 2012 at 20:44, Chris Preston wrote: > Hello all, > > I had set the status to deleted for thousands of records in a particular > queue.? I have now found out that we still need them.? So I went into the > tickets table and updated the records that were set to deleted and put them > to new.? I also changed the date of a tickets and set it to an earlier date. > > > > Is this all that I needed to do or what does the system actually do when a > record is set to deleted. RT also records Status change in Transactions table. You may want to delete those records. -- Best regards, Ruslan. From ram0502 at gmail.com Mon Apr 30 15:29:41 2012 From: ram0502 at gmail.com (Ram) Date: Mon, 30 Apr 2012 12:29:41 -0700 Subject: [rt-users] Queue-specific message box contents Message-ID: Hey folks, I found this delightful post suggesting a trivial solution to fill a need I have - pre-filling text areas for comment/reply messages on a queue by queue basis. After following the instructions the template was used to pre-populate the text area exactly as described however any changes made to that text were discarded when the comment was posted leaving me with the contents of the template as the contents of the comment. Any ideas? thanks ram On Wed, Feb 09, 2011 at 08:50:35AM -0500, Brian P. Bilbrey wrote: > My goal: I've got a change management queue. When I create a new ticket in the > web interface for this queue, I want the MessageBox (comment) field > pre-populated with text headers like these: [snip] > Does anyone have any guidance for me? We do exactly this, using a callback which I've attached to this message. You should install it in your local mason root as Callbacks/DefaultCreateContent/Ticket/Create.html/Default This is based on but rather simpler. Once you've installed the callback, any queues which has a template called DefaultCreateTemplate will have the content appear in the create ticket form. Hopefully you can get what you want either from this, or from other ideas on the wiki. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- %# %# During ticket create, if a per-queue template named "DefaultCreateTemplate" %# exists, the message box will be pre-filled with it. %# %# Dominic Hargreaves 2009, based on ideas from %# http://wiki.bestpractical.com/view/CannedReplies %# <%init> my $template_name = 'DefaultCreateTemplate'; my $template = RT::Template->new( $session{'CurrentUser'} ); $template->LoadByCol( "Name" => $template_name, "Queue" => $QueueObj->id ); if ( $template->id ) { $template->Parse; $$ARGSRef{'Content'} = $template->MIMEObj->stringify; } From mike.johnson at nosm.ca Mon Apr 30 15:48:37 2012 From: mike.johnson at nosm.ca (Mike Johnson) Date: Mon, 30 Apr 2012 15:48:37 -0400 Subject: [rt-users] Un deleting tickets In-Reply-To: <0c7101cd23cb$eb462b30$0601a8c0@chrisp> References: <0c7101cd23cb$eb462b30$0601a8c0@chrisp> Message-ID: Would this be possible?? Do an advanced search for status='deleted', and the date it was deleted on, and do a bulk update on all those tickets to make them another status? Just a thought, but I always tend to favor doing large updates through the tools provided... I just don't know if what I mentioned above is possible... Mike. On Thu, Apr 26, 2012 at 12:44 PM, Chris Preston < chris at thetrafalgartravel.com> wrote: > Hello all,**** > > I had set the status to deleted for thousands of records in a particular > queue. I have now found out that we still need them. So I went into the > tickets table and updated the records that were set to deleted and put them > to new. I also changed the date of a tickets and set it to an earlier date. > **** > > ** ** > > Is this all that I needed to do or what does the system actually do when a > record is set to deleted.**** > -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.johnson at nosm.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Apr 30 15:59:22 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 30 Apr 2012 23:59:22 +0400 Subject: [rt-users] Un deleting tickets In-Reply-To: References: <0c7101cd23cb$eb462b30$0601a8c0@chrisp> Message-ID: On Mon, Apr 30, 2012 at 23:48, Mike Johnson wrote: > Would this be possible?? > > Do an advanced search for status='deleted', and the date it was deleted on, > and do a bulk update on all those tickets to make them another status? > > Just a thought, but I always tend to favor doing large updates through the > tools provided... I just don't know if what I mentioned above is possible... > With a script yes, but not in the UI. RT UI does filter out deleted tickets even if you ask for them on purpose. There is a trick available to do it from a custom code. > Mike. > > > On Thu, Apr 26, 2012 at 12:44 PM, Chris Preston > wrote: >> >> Hello all, >> >> I had set the status to deleted for thousands of records in a particular >> queue.? I have now found out that we still need them.? So I went into the >> tickets table and updated the records that were set to deleted and put them >> to new.? I also changed the date of a tickets and set it to an earlier date. >> >> >> >> Is this all that I needed to do or what does the system actually do when a >> record is set to deleted. > > > > > -- > Mike Johnson > Datatel Programmer/Analyst > Northern Ontario School of Medicine > 955 Oliver Road > Thunder Bay, ON?? P7B 5E1 > Phone: (807) 766-7331 > Email: mike.johnson at nosm.ca -- Best regards, Ruslan. From tackittj at reed.edu Mon Apr 30 19:19:14 2012 From: tackittj at reed.edu (Josh Tackitt) Date: Mon, 30 Apr 2012 16:19:14 -0700 Subject: [rt-users] rt mail merge? Message-ID: <4F9F1DF2.6000506@reed.edu> Is there an extension or some other way to essentially do a mail merge ticket creation in RT? We have about 50 people to email. We'd like to use comma-delimited data, including email address to create a customized ticket/email for each one. Currently our plan is to just use other mail merge software to send the email with the reply-to set to an RT address so that at least when they reply the ticket will be created. Which would be ok. It'd just be very nice to have a ticket # before they reply. thanks, Josh -- Reed College Computer Hardware Services From drey111 at gmail.com Mon Apr 30 19:26:38 2012 From: drey111 at gmail.com (Joe Harris) Date: Mon, 30 Apr 2012 19:26:38 -0400 Subject: [rt-users] rt mail merge? In-Reply-To: <4F9F1DF2.6000506@reed.edu> References: <4F9F1DF2.6000506@reed.edu> Message-ID: <14A6B7C2-84AB-4F31-98F3-ECEE954ABD88@gmail.com> If it were me I would create a bash script that would loop through the list of email addresses and for each one sent an email to the queue with the requestor set to the email address. I have some scripts that send ticket messages that I can grab code for and send it to you if you're interested. Joe Sent from my mobile device. On Apr 30, 2012, at 7:19 PM, Josh Tackitt wrote: > Is there an extension or some other way to essentially do a mail merge > ticket creation in RT? > > We have about 50 people to email. We'd like to use comma-delimited > data, including email address to create a customized ticket/email for > each one. > > Currently our plan is to just use other mail merge software to send the > email with the reply-to set to an RT address so that at least when they > reply the ticket will be created. Which would be ok. It'd just be very > nice to have a ticket # before they reply. > > thanks, > Josh > > -- > Reed College > Computer Hardware Services > From stucki-rt-users at mi.fu-berlin.de Mon Apr 30 19:31:09 2012 From: stucki-rt-users at mi.fu-berlin.de (Christoph (Stucki) von Stuckrad) Date: Tue, 1 May 2012 01:31:09 +0200 Subject: [rt-users] rt mail merge? In-Reply-To: <4F9F1DF2.6000506@reed.edu> References: <4F9F1DF2.6000506@reed.edu> Message-ID: <20120430233109.GA23958@localhost.mi.fu-berlin.de> On Mon, 30 Apr 2012, Josh Tackitt wrote: > Currently our plan is to just use other mail merge software to send the > email with the reply-to set to an RT address so that at least when they > reply the ticket will be created. Which would be ok. It'd just be very > nice to have a ticket # before they reply. Why not turn this around? Create a queue which creates the outgoing mails (to users) as an 'answer' (by template) and start the works by sending mails 'faked from the addresses to send to'. So the 'fakes' create the tickets, the tickets create the mails to the users, and the users reply as usual... Stucki -- Christoph von Stuckrad * * |nickname |Mail \ Freie Universitaet Berlin |/_*|'stucki' |Tel(Mo.,Mi.):+49 30 838-75 459| Mathematik & Informatik EDV |\ *|if online| (Di,Do,Fr):+49 30 77 39 6600| Takustr. 9 / 14195 Berlin * * |on IRCnet|Fax(home): +49 30 77 39 6601/