<% $title %>

... Looking at html/Elements/PageLayout's <%ARGS>, I see that $title => $m->callers(-1)->path How "$m->callers(-1)->path" gets converted into, say, "#5103: my test ticket", is beyond me :( Has anyone already done something like this, and would you be willing to share your solution? Barring that, any leads on the right path to head down would be welcome. I really don't fully comprehend all of the specifics of all of the pieces of RT internals, such as what is available in what scope, how $m works (which I assume is something to do with Mason), etc... From joerg-droege at web.de Tue Aug 28 16:27:40 2012 From: joerg-droege at web.de (Joerg Droege) Date: Tue, 28 Aug 2012 22:27:40 +0200 Subject: [rt-users] RT on Mandriva 2011 x86 isn't accessable - possible permission problems Message-ID: Hello there. thanks in advance for helping me. After a couple of failures of dependency problems while compiling or installing newer versions , I have finalling managed to get to install an RPM of RT 3.6 on my Mandriva 2011 X86. The RT is configurated to show up at http://localhost/rt3/. If I do I get the following errors: RT couldn't store your session. This may mean that that the directory '/var/lib/lib/rt/session_data' isn't writable or a database table is missing or corrupt. Trace begun at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('RT couldn\'t store your session.^JThis may mean that that the directory \'/var/lib/lib/rt/session_data\' isn\'t writable or a database table is missing or corrupt.^J^J') called at /opt/otrs/Kernel/cpan-lib/CGI/Carp.pm line 379 CGI::Carp::realdie('RT couldn\'t store your session.^JThis may mean that that the directory \'/var/lib/lib/rt/session_data\' isn\'t writable or a database table is missing or corrupt.^J^J') called at /opt/otrs/Kernel/cpan-lib/CGI/Carp.pm line 468 CGI::Carp::die('RT couldn\'t store your session.^JThis may mean that that the directory \'/var/lib/lib/rt/session_data\' isn\'t writable or a database table is missing or corrupt.^J^J') called at /var/lib/rt/html/Elements/SetupSessionCookie line 102 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/Component.pm line 138 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xcb26d30)') called at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/Request.pm line 1305 eval {...} at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/Request.pm line 1295 HTML::Mason::Request::comp(undef, undef) called at /var/lib/rt/html/autohandler line 120 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/Component.pm line 138 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xcb1f230)') called at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/Request.pm line 1300 eval {...} at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/Request.pm line 1295 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/Request.pm line 484 eval {...} at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/Request.pm line 484 eval {...} at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/Request.pm line 436 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xcaac870)') called at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xcaac870)') called at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/ApacheHandler.pm line 825 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb1d5460)', 'Apache2::RequestRec=SCALAR(0xb255368)') called at /usr/bin/webmux.pl line 125 eval {...} at /usr/bin/webmux.pl line 125 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb255368)') called at /usr/lib/perl5/vendor_perl/5.12.3/Apache/Session/MySQL.pm line 0 eval {...} at /usr/lib/perl5/vendor_perl/5.12.3/Apache/Session/MySQL.pm line 0 -------------- /var/lib/rt/ and /var/lib/lib/rt/ have been chmod-ed with 777 and the database named "rt" has been created with "phpMyAdmin". But since I thought it might have been a reason too as the database is empty I have also tried with the init-database script but that resulted in an empty database as well because of an error too: -------------- [root at localhost sbin]# rt-setup-database --action init --dba mysql --prompt-for-dba-password In order to create or update your RT database,Use of uninitialized value $RT::DatabaseHost in concatenation (.) or string at /usr/sbin/rt-setup-database line 295. this script needs to connect to your mysql instance on as mysql. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database rt. Now populating database schema. Creating database schema. Problem with statement: CREATE TABLE Attachments ( id INTEGER NOT NULL AUTO_INCREMENT, TransactionId integer NOT NULL , Parent integer NOT NULL DEFAULT 0 , MessageId varchar(160) NULL , Subject varchar(255) NULL , Filename varchar(255) NULL , ContentType varchar(80) NULL , ContentEncoding varchar(80) NULL , Content LONGTEXT NULL , Headers LONGTEXT NULL , Creator integer NOT NULL DEFAULT 0 , Created DATETIME NULL , PRIMARY KEY (id) ) TYPE=InnoDB You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'TYPE=InnoDB' at line 15 at /usr/sbin/rt-setup-database line 220, line 463. [root at localhost sbin]# -------------- Here is the KDE_SiteConfig.PM: # # WARNING: NEVER EDIT RT_Config.pm. Instead, copy any sections you want to change to RT_SiteConfig.pm # and edit them there. # package RT; =head1 NAME RT::Config =for testing use RT::Config; =cut # {{{ Base Configuration # $rtname is the string that RT will look for in mail messages to # figure out what ticket a new piece of mail belongs to # Your domain name is recommended, so as not to pollute the namespace. # once you start using a given tag, you should probably never change it. # (otherwise, mail for existing tickets won't get put in the right place Set($rtname , "example.com"); # This regexp controls what subject tags RT recognizes as its own. # If you're not dealing with historical $rtname values, you'll likely # never have to enable this feature. # # Be VERY CAREFUL with it. Note that it overrides $rtname for subject # token matching and that you should use only "non-capturing" parenthesis # grouping. For example: # # Set($EmailSubjectTagRegex, qr/(?:example.com|example.org)/i ); # # and NOT # # Set($EmailSubjectTagRegex, qr/(example.com|example.org)/i ); # # This setting would make RT behave exactly as it does without the # setting enabled. # # Set($EmailSubjectTagRegex, qr/\Q$rtname\E/i ); # You should set this to your organization's DNS domain. For example, # fsck.com or asylum.arkham.ma.us. It's used by the linking interface to # guarantee that ticket URIs are unique and easy to construct. Set($Organization , "example.com"); # $user_passwd_min defines the minimum length for user passwords. Setting # it to 0 disables this check Set($MinimumPasswordLength , "5"); # $Timezone is used to convert times entered by users into GMT and back again # It should be set to a timezone recognized by your local unix box. Set($Timezone , 'US/Eastern'); # }}} # {{{ Database Configuration # Database driver beeing used. Case matters # Valid types are "mysql", "Oracle" and "Pg" Set($DatabaseType , 'mysql'); # The domain name of your database server # If you're running mysql and it's on localhost, # leave it blank for enhanced performance Set($DatabaseHost , ''); Set($DatabaseRTHost , ''); # The port that your database server is running on. Ignored unless it's # a positive integer. It's usually safe to leave this blank Set($DatabasePort , ''); #The name of the database user (inside the database) Set($DatabaseUser , 'mysql'); # Password the DatabaseUser should use to access the database Set($DatabasePassword , 'mysql'); # The name of the RT's database on your database server Set($DatabaseName , 'rt'); # If you're using Postgres and have compiled in SSL support, # set DatabaseRequireSSL to 1 to turn on SSL communication Set($DatabaseRequireSSL , undef); # }}} # {{{ Incoming mail gateway configuration # OwnerEmail is the address of a human who manages RT. RT will send # errors generated by the mail gateway to this address. This address # should _not_ be an address that's managed by your RT instance. Set($OwnerEmail , 'root'); # If $LoopsToRTOwner is defined, RT will send mail that it believes # might be a loop to $RT::OwnerEmail Set($LoopsToRTOwner , 1); # If $StoreLoops is defined, RT will record messages that it believes # to be part of mail loops. # As it does this, it will try to be careful not to send mail to the # sender of these messages Set($StoreLoops , undef); # $MaxAttachmentSize sets the maximum size (in bytes) of attachments stored # in the database. # For mysql and oracle, we set this size at 10 megabytes. # If you're running a postgres version earlier than 7.1, you will need # to drop this to 8192. (8k) Set($MaxAttachmentSize , 10000000); # $TruncateLongAttachments: if this is set to a non-undef value, # RT will truncate attachments longer than MaxAttachmentSize. Set($TruncateLongAttachments , undef); # $DropLongAttachments: if this is set to a non-undef value, # RT will silently drop attachments longer than MaxAttachmentSize. Set($DropLongAttachments , undef); # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine # Ticket 'Cc' watchers from the To and Cc lines of incoming messages # Be forewarned that if you have _any_ addresses which forward mail to # RT automatically and you enable this option without modifying # "RTAddressRegexp" below, you will get yourself into a heap of trouble. Set($ParseNewMessageForTicketCcs , undef); # RTAddressRegexp is used to make sure RT doesn't add itself as a ticket CC if # the setting above is enabled. Set($RTAddressRegexp , '^rt\@example.com$'); # RT provides functionality which allows the system to rewrite # incoming email addresses. In its simplest form, # you can substitute the value in CanonicalizeEmailAddressReplace # for the value in CanonicalizeEmailAddressMatch # (These values are passed to the CanonicalizeEmailAddress subroutine in RT/User.pm) # By default, that routine performs a s/$Match/$Replace/gi on any address passed to it #Set($CanonicalizeEmailAddressMatch , '@subdomain\.example\.com$'); #Set($CanonicalizeEmailAddressReplace , '@example.com'); # set this to true and the create new user page will use the values that you # enter in the form but use the function CanonicalizeUserInfo in User_Local.pm Set($CanonicalizeOnCreate , 0); # If $SenderMustExistInExternalDatabase is true, RT will refuse to # create non-privileged accounts for unknown users if you are using # the "LookupSenderInExternalDatabase" option. # Instead, an error message will be mailed and RT will forward the # message to $RTOwner. # # If you are not using $LookupSenderInExternalDatabase, this option # has no effect. # # If you define an AutoRejectRequest template, RT will use this # template for the rejection message. Set($SenderMustExistInExternalDatabase , undef); # }}} # {{{ Outgoing mail configuration # RT is designed such that any mail which already has a ticket-id associated # with it will get to the right place automatically. # $CorrespondAddress and $CommentAddress are the default addresses # that will be listed in From: and Reply-To: headers of correspondence # and comment mail tracked by RT, unless overridden by a queue-specific # address. Set($CorrespondAddress , 'RT_CorrespondAddressNotSet'); Set($CommentAddress , 'RT_CommentAddressNotSet'); #Sendmail Configuration # $MailCommand defines which method RT will use to try to send mail # We know that 'sendmailpipe' works fairly well. # If 'sendmailpipe' doesn't work well for you, try 'sendmail' # # Note that you should remove the '-t' from $SendmailArguments # if you use 'sendmail' rather than 'sendmailpipe' Set($MailCommand , 'sendmailpipe'); # $SendmailArguments defines what flags to pass to $Sendmail # assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand above. # If you picked 'sendmailpipe', you MUST add a -t flag to $SendmailArguments # These options are good for most sendmail wrappers and workalikes Set($SendmailArguments , "-oi -t"); # $SendmailBounceArguments defines what flags to pass to $Sendmail # assuming RT needs to send an error (ie. bounce). Set($SendmailBounceArguments , '-f "<>"'); # These arguments are good for sendmail brand sendmail 8 and newer #Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m"); # If you selected 'sendmailpipe' above, you MUST specify the path # to your sendmail binary in $SendmailPath. # !! If you did not # select 'sendmailpipe' above, this has no effect!! Set($SendmailPath , "/usr/sbin/sendmail"); # By default, RT sets the outgoing mail's "From:" header to # "SenderName via RT". Setting this option to 0 disables it. Set($UseFriendlyFromLine , 1); # sprintf() format of the friendly 'From:' header; its arguments # are SenderName and SenderEmailAddress. Set($FriendlyFromLineFormat , "\"%s via RT\" <%s>"); # RT can optionally set a "Friendly" 'To:' header when sending messages to # Ccs or AdminCcs (rather than having a blank 'To:' header. # This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL # If you are using sendmail, rather than postfix, qmail, exim or some other MTA, # you _must_ disable this option. Set($UseFriendlyToLine , 0); # sprintf() format of the friendly 'From:' header; its arguments # are WatcherType and TicketId. Set($FriendlyToLineFormat, "\"%s of $RT::rtname Ticket #%s\":;"); # By default, RT doesn't notify the person who performs an update, as they # already know what they've done. If you'd like to change this behaviour, # Set $NotifyActor to 1 Set($NotifyActor, 0); # By default, RT records each message it sends out to its own internal database.# To change this behaviour, set $RecordOutgoingEmail to 0 Set($RecordOutgoingEmail, 1); # VERP support (http://cr.yp.to/proto/verp.txt) # uncomment the following two directives to generate envelope senders # of the form ${VERPPrefix}${originaladdress}@${VERPDomain} # (i.e. rt-jesse=fsck.com at rt.example.com ) This currently only works # with sendmail and sendmailppie. # Set($VERPPrefix, 'rt-'); # Set($VERPDomain, $RT::Organization); # }}} # {{{ Logging # Logging. The default is to log anything except debugging # information to syslog. Check the Log::Dispatch POD for # information about how to get things by syslog, mail or anything # else, get debugging info in the log, etc. # It might generally make # sense to send error and higher by email to some administrator. # If you do this, be careful that this email isn't sent to this RT instance. # the minimum level error that will be logged to the specific device. # levels from lowest to highest: # debug info notice warning error critical alert emergency # Mail loops will generate a critical log message. Set($LogToSyslog , 'debug'); Set($LogToScreen , 'error'); Set($LogToFile , undef); Set($LogDir, '/var/lib/log/rt'); Set($LogToFileNamed , "rt.log"); #log to rt.log # If true generates stack traces to file log or screen # never generates traces to syslog Set($LogStackTraces , 0); # On Solaris or UnixWare, set to ( socket => 'inet' ). Options here # override any other options RT passes to Log::Dispatch::Syslog. # Other interesting flags include facility and logopt. (See the # Log::Dispatch::Syslog documentation for more information.) (Maybe # ident too, if you have multiple RT installations.) @LogToSyslogConf = () unless (@LogToSyslogConf); # RT has rudimentary SQL statement logging support if you have # DBIx-SearchBuilder 1.31_1 or higher; simply set $StatementLog to be # the level that you wish SQL statements to be logged at. Set($StatementLog, undef); # }}} # {{{ Web interface configuration # This determines the default stylesheet the RT web interface will use. # RT ships with two valid values by default: # # 3.5-default The totally new, default layout for RT 3.5 # 3.4-compat A 3.4 compatibility stylesheet to make RT 3.5 look # (mostly) like 3.4 # # This value actually specifies a directory in share/html/NoAuth/css/ # from which RT will try to load the file main.css (which should # @import any other files the stylesheet needs). This allows you to # easily and cleanly create your own stylesheets to apply to RT. Set($WebDefaultStylesheet, '3.5-default'); # Define the directory name to be used for images in rt web # documents. # If you're putting the web ui somewhere other than at the root of # your server, you should set $WebPath to the path you'll be # serving RT at. # $WebPath requires a leading / but no trailing /. # # In most cases, you should leave $WebPath set to '' (an empty value). Set($WebPath , ""); # If we're running as a superuser, run on port 80 # Otherwise, pick a high port for this user. Set($WebPort , 80);# + ($< * 7274) % 32766 + ($< && 1024)); # This is the Scheme, server and port for constructing urls to webrt # $WebBaseURL doesn't need a trailing / Set($WebBaseURL , "http://localhost:$WebPort"); Set($WebURL , $WebBaseURL . $WebPath . "/"); # $WebImagesURL points to the base URL where RT can find its images. Set($WebImagesURL , $WebPath . "/NoAuth/images/"); # $LogoURL points to the URL of the RT logo displayed in the web UI Set($LogoURL , $WebImagesURL . "bplogo.gif"); # WebNoAuthRegex - What portion of RT's URLspace should not require # authentication. Set($WebNoAuthRegex, qr!^(?:/+NoAuth/| /+REST/\d+\.\d+/NoAuth/)!x ); # SelfServiceRegex - What portion of RT's URLspace should # be accessible to Unprivileged users # This does not override the redirect from /Ticket/Display.html # to /SelfService/Display.html when Unprivileged # users attempt to access ticked displays Set($SelfServiceRegex, qr!^(?:/+SelfService/)!x ); # For message boxes, set the entry box width and what type of wrapping # to use. # # Default width: 72 Set($MessageBoxWidth , 72); # Default wrapping: "HARD" (choices "SOFT", "HARD") Set($MessageBoxWrap, "HARD"); # Support implicit links in WikiText custom fields? A true value # causes InterCapped or ALLCAPS words in WikiText fields to # automatically become links to searches for those words. If used on # RTFM articles, it links to the RTFM article with that name. Set($WikiImplicitLinks, 0); # if TrustHTMLAttachments is not defined, we will display them # as text. This prevents malicious HTML and javascript from being # sent in a request (although there is probably more to it than that) Set($TrustHTMLAttachments , undef); # Should RT redistribute correspondence that it identifies as # machine generated? A true value will do so; setting this to '0' # will cause no such messages to be redistributed. # You can also use 'privileged' (the default), which will redistribute # only to privileged users. This helps to protect against malformed # bounces and loops caused by autocreated requestors with bogus addresses. Set($RedistributeAutoGeneratedMessages, 'privileged'); # If PreferRichText is set to a true value, RT will show HTML/Rich text # messages in preference to their plaintext alternatives. RT "scrubs" the # html to show only a minimal subset of HTML to avoid possible contamination # by cross-site-scripting attacks. Set($PreferRichText, undef); # If $WebExternalAuth is defined, RT will defer to the environment's # REMOTE_USER variable. Set($WebExternalAuth , undef); # If $WebFallbackToInternalAuth is undefined, the user is allowed a chance # of fallback to the login screen, even if REMOTE_USER failed. Set($WebFallbackToInternalAuth , undef); # $WebExternalGecos means to match 'gecos' field as the user identity); # useful with mod_auth_pwcheck and IIS Integrated Windows logon. Set($WebExternalGecos , undef); # $WebExternalAuto will create users under the same name as REMOTE_USER # upon login, if it's missing in the Users table. Set($WebExternalAuto , undef); # If $WebExternalAuto is true, this will be passed to User's # Create method. Use it to set defaults, such as creating # Unprivileged users with { Privileged => 0 } # Must be a hashref of arguments Set($AutoCreate, undef); # $WebSessionClass is the class you wish to use for managing Sessions. # It defaults to use your SQL database, but if you are using MySQL 3.x and # plans to use non-ascii Queue names, uncomment and add this line to # RT_SiteConfig.pm will prevent session corruption. # Set($WebSessionClass , 'Apache::Session::File'); # By default, RT's session cookie isn't marked as "secure" Some web browsers # will treat secure cookies more carefully than non-secure ones, being careful # not to write them to disk, only send them over an SSL secured connection # and so on. To enable this behaviour, set # $WebSecureCookies to a true value. # NOTE: You probably don't want to turn this on _unless_ users are only connecting # via SSL encrypted HTTP connections. Set($WebSecureCookies, 1); # By default, RT clears its database cache after every page view. # This ensures that you've always got the most current information # when working in a multi-process (mod_perl or FastCGI) Environment # Setting $WebFlushDbCacheEveryRequest to '0' will turn this off, # which will speed RT up a bit, at the expense of a tiny bit of data # accuracy. Set($WebFlushDbCacheEveryRequest, '1'); # $MaxInlineBody is the maximum attachment size that we want to see # inline when viewing a transaction. 13456 is a random sane-sounding # default. Set($MaxInlineBody, 13456); # $DefaultSummaryRows is default number of rows displayed in for search # results on the frontpage. Set($DefaultSummaryRows, 10); # By default, RT shows newest transactions at the bottom of the ticket # history page, if you want see them at the top set this to '0'. Set($OldestTransactionsFirst, '1'); # By default, RT shows images attached to incoming (and outgoing) ticket updates # inline. Set this variable to 0 if you'd like to disable that behaviour Set($ShowTransactionImages, 1); # $HomepageComponents is an arrayref of allowed components on a user's # customized homepage ("RT at a glance"). Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); # @MasonParameters is the list of parameters for the constructor of # HTML::Mason's Apache or CGI Handler. This is normally only useful # for debugging, eg. profiling individual components with: # use MasonX::Profiler; # available on CPAN # @MasonParameters = (preamble => 'my $p = MasonX::Profiler->new($m, $r);'); @MasonParameters = () unless (@MasonParameters); # $DefaultSearchResultFormat is the default format for RT search results Set ($DefaultSearchResultFormat, qq{ '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__'}); # If $SuppressInlineTextFiles is set to a true value, then uploaded # text files (text-type attachments with file names) are prevented # from being displayed in-line when viewing a ticket's history. Set($SuppressInlineTextFiles, undef); # If $DontSearchFileAttachments is set to a true value, then uploaded # files (attachments with file names) are not searched during full-content # ticket searches. Set($DontSearchFileAttachments, undef); # The GD module (which RT uses for graphs) uses a builtin font that doesn't # have full Unicode support. You can use a particular TrueType font by setting # $ChartFont to the absolute path of that font. Your GD library must have # support for TrueType fonts to use this option. Set($ChartFont, undef); # }}} # {{{ RT UTF-8 Settings # An array that contains languages supported by RT's internationalization # interface. Defaults to all *.po lexicons; setting it to qw(en ja) will make # RT bilingual instead of multilingual, but will save some memory. @LexiconLanguages = qw(*) unless (@LexiconLanguages); # An array that contains default encodings used to guess which charset # an attachment uses if not specified. Must be recognized by # Encode::Guess. @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless (@EmailInputEncodings); # The charset for localized email. Must be recognized by Encode. Set($EmailOutputEncoding , 'utf-8'); # }}} # {{{ RT Date Handling Options (for Time::ParseDate) # Set this to 1 if your local date convention looks like "dd/mm/yy" # instead of "mm/dd/yy". Set($DateDayBeforeMonth , 1); # Should an unspecified day or year in a date refer to a future or a # past value? For example, should a date of "Tuesday" default to mean # the date for next Tuesday or last Tuesday? Should the date "March 1" # default to the date for next March or last March? # Set to 0 for the next date or 1 for the last date. Set($AmbiguousDayInPast , 1); # }}} # {{{ Miscellaneous RT Settings # You can define new statuses and even reorder existing statuses here. # WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT # will break horribly. The statuses you add must be no longer than # 10 characters. @ActiveStatus = qw(new open stalled) unless @ActiveStatus; @InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus; # Backward compatability setting. Add/Delete Link used to record one # transaction and run one scrip. Set this value to 1 if you want # only one of the link transactions to have scrips run. Set($LinkTransactionsRun1Scrip , 0); # When this feature is enabled an user need ModifyTicket right on both # tickets to link them together, otherwise he can have right on any of # two. Set($StrictLinkACL, 1); # }}} # {{{ Development Mode # # RT comes with a "Development mode" setting. # This setting, as a convenience for developers, turns on # all sorts of development options that you most likely don't want in # production: # # * Turns off Mason's 'static_source' directive. By default, you can't # edit RT's web ui components on the fly and have RT magically pick up # your changes. (It's a big performance hit) # # * More to come # Set($DevelMode, '0'); # }}} 1; ------------- Thanks in advance! Joerg -------------- next part -------------- An HTML attachment was scrubbed... URL: From misteritguru at gmx.com Tue Aug 28 16:40:48 2012 From: misteritguru at gmx.com (Mr IT Guru) Date: Tue, 28 Aug 2012 21:40:48 +0100 Subject: [rt-users] Installing RT via Puppet In-Reply-To: <503CE526.8090503@allgoodbits.org> References: <55F0A944-0E02-48AE-884A-39119282AA32@robertblackwell.com> <503CE526.8090503@allgoodbits.org> Message-ID: <2BE685EA-0E41-4292-AEF2-CCF60685F34D@gmx.com> On 28 Aug 2012, at 16:35, Duncan Hutty wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > On 8/28/12 8:47 AM, Robert Blackwell wrote: >> We use puppet to configure RT in a CentOS world. I will see what we >> can contribute to this create idea. >> >> Do you want to start a github repo for it? >> >> I really look forward to having this done in the community. >> >> Puppet managed RT++ > > I'm the person who wrote the puppet code that Robert is referring to > that manages RT on CentOS. It has been on my list to publish this once > it's ready. At the moment, it will probably be considered ugly, > un-idiomatic, incomplete and not sufficiently generic... however, it > _is_ currently capable of building a relocatable RT instance from a > recent RT repository tag and installing some RT extensions. > > I need to clean it up to: > * remove some company-specific code/details > * cope better with perl module dependencies that I currently deal with > by having a local, company specific yum repo. > * correct the documentation > * use puppet forge conventions for publishing modules > > And I need to publish another puppet module that I have written that > is a dependency: pgsiserver. But it's coming and hopefully sooner > rather than later. > > - -- > Duncan Hutty > http://www.allgoodbits.org Good Evening Duncan! Thanks for dropping a line on the list. It would be great to have some discussions off list, I guess along with any other interested parties, on what angle you took to solve this tas. My thinking is that the more eyes that look at a problem, and the more different ways employed to solve it should have the net effect of making everyone a bit smarter in the long run. I hadn't even though about installing extensions via puppet, but of course, it makes sense! I also think that it could be a good community thing if we could collaboratively build something that benefits all, so I do look forward to getting something out there. Thanks From trs at bestpractical.com Tue Aug 28 16:44:25 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 28 Aug 2012 13:44:25 -0700 Subject: [rt-users] Installing RT via Puppet In-Reply-To: <2BE685EA-0E41-4292-AEF2-CCF60685F34D@gmx.com> References: <55F0A944-0E02-48AE-884A-39119282AA32@robertblackwell.com> <503CE526.8090503@allgoodbits.org> <2BE685EA-0E41-4292-AEF2-CCF60685F34D@gmx.com> Message-ID: <503D2DA9.6050203@bestpractical.com> On 08/28/2012 01:40 PM, Mr IT Guru wrote: > Thanks for dropping a line on the list. It would be great to have > some discussions off list, I guess along with any other interested > parties, on what angle you took to solve this tas. rt-devel would be a perfectly fine place for discussing this project. rt-users isn't the wrong place, but I suspect you'll soon get to implementation details that most folks don't care for. ;) From ptomblin at xcski.com Tue Aug 28 21:05:55 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Tue, 28 Aug 2012 21:05:55 -0400 Subject: [rt-users] Problem with callbacks in RT 4.0.6 Message-ID: I'm trying to make it so when a user logs out of RT, they get taken back to my page when they log back in. But I'm having problems with the callback in /NoAuth/Logout.html, because it seems like the "Default" callback is called twice, once in <%init> and once in the main, but with different arguments: In the <%init> section, at line 74, we find: $m->callback( %ARGS, URL => \$URL ); and in the main section, at line 62, we find: % $m->callback( %ARGS ); So if I make a Default callback, the first time it gets called, $URL is a reference to the scalar, but the second time it is just the scalar. <%INIT> $$URL = "/myapp/change_request.html"; <%ARGS> $URL I feel like one or both of these callbacks should probably be given a name so we can distinguish them. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From daniel.farst at case.edu Tue Aug 28 21:27:26 2012 From: daniel.farst at case.edu (Daniel Farst) Date: Tue, 28 Aug 2012 21:27:26 -0400 Subject: [rt-users] RT4 query builder not decoding parameters from URL In-Reply-To: References: Message-ID: Hi, I'm having this same problem or at least an extremely similar one. Were you ever able to solve this? Thanks! -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University daniel.farst at case.edu On Tue, Mar 27, 2012 at 2:12 PM, JP White wrote: > I have a fresh install of RT 4.0.5 on a new server. I pointed this new > instance to an existing RT 4.0.2 database (after running the db upgrade > script). > > The problem I am having is that the query builder: > > Existing saved searches execute with no problems. All new searches end-up > URL encoded, thus fail to run and "0 results" are returned. For example, a > search like 'id = 12345' is getting executed as 'id%20%3D%2012345'. > > Once the query executes and returns nothing, a click on "Advanced" from > the results page will show the query and format as URL encoded strings... > nothing is getting decoded before execution. > > Configuration (Apache conf and RT_SiteConfig) are the same. > > Any ideas? I am completely at a loss. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Tue Aug 28 22:02:39 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Tue, 28 Aug 2012 19:02:39 -0700 Subject: [rt-users] Permissions In-Reply-To: <689A1933F8EE7743BC101464DD9F3F0403C8CC9BA5@MBX30.exg5.exghost.com> References: <689A1933F8EE7743BC101464DD9F3F0403C8CC9BA5@MBX30.exg5.exghost.com> Message-ID: Josh, For Queues, don't grant any permissions for Queues at the Global level. Grant them for Roles or User-defined groups. for restricting privileged users from seeing tickets they have NOT requested, then grant "ShowTicket" to the Role of "Requestor, either for a specific Queue or GLobally, if you want that kind of restriction applied globally. These answers are found in a couple RT books. Try to get them and read them. Like reading an owners manual for a complicated piece of machinery. Hope this helps. Kenn On Tue, Aug 28, 2012 at 10:00 AM, Josh Hopkins wrote: > How do you restrict a user from seeing a specific queue even exists? How > do you restrict a privileged account from seeing anything other than the > tickets they have requested?**** > -------------- next part -------------- An HTML attachment was scrubbed... URL: From asanka_gunasekera at yahoo.co.uk Wed Aug 29 06:32:36 2012 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Wed, 29 Aug 2012 11:32:36 +0100 (BST) Subject: [rt-users] status change when reply on resolved ticket In-Reply-To: <8C9B058C-CAAC-4E33-82F2-31213CF5AA2E@sanger.ac.uk> References: <1346064395.64078.YahooMailNeo@web133206.mail.ir2.yahoo.com> <1346086997.23611.YahooMailNeo@web133204.mail.ir2.yahoo.com> <1346087540.64561.YahooMailNeo@web133202.mail.ir2.yahoo.com> <201208272204.q7RM4OEW009801@shed11.ecs.vuw.ac.nz> <8C9B058C-CAAC-4E33-82F2-31213CF5AA2E@sanger.ac.uk> Message-ID: <1346236356.62636.YahooMailNeo@web133202.mail.ir2.yahoo.com> Hi Can I do below Define a script which will change custom field state on reply to a ticket as below 1.?????? Custom filed ?reply stat? a.?????? Waiting on Customer (requester) b.????? Work in progress (internal communication) If the customer (requester) replies the status should changed to ?Work in progress? if the any other reply start should change to ?Waiting on Customer?. If this is possible how to do this? Thanks and regards ________________________________ From: Tim Cutts To: Duncan McEwan Cc: Asanka Gunasekera ; rt-users at lists.bestpractical.com Sent: Tuesday, 28 August 2012, 12:34 Subject: Re: [rt-users] status change when reply on resolved ticket On 27 Aug 2012, at 23:04, Duncan McEwan wrote: > You can't have it both ways.? Either you disable the auto open scrip in > which case you potentially miss a customer responding to a resolved ticket > to say the problem is not fixed.? Or you leave the scrip enabled in which > case you may have to manually re-resolve tickets that are reopened due to > "Thank-you" emails. > > We do that latter and find it not that big a deal for our ticket volumes.? > Your situation may well be different. > > I suppose you could try writing your own auto open scrip that searched > through the body of a reply to try to figure out whether it looked like it > was just saying "thank you".? Maybe someone has already put something like > this on the wiki.? If not, good luck getting something that works reliably...! > > The other suggestion that has been made on the list from time to time is > to have an "On resolve" scrip with a template that includes text along > the lines of "There is no need to reply to this message to thank us if > this issue is now resolved as that will just reopen this closed ticket". > But you'll still get some users doing it anyway... That's what we do too.? The problem is that it tends to mess with ticket resolution times, and that upsets the various managers who rely on dubious statistics like mean time to resolution for KPIs. It's not such a problem for the "thank you" emails, more for the breed of user who each time they have a problem think "who helped me last time?", look through their email, and reply to any old email that appears to have come from that person.? They often re-open tickets which are months or years old.? I'm considering writing a scrip which checks how long ago the ticket was resolved, and if it's longer than a certain threshold, leaves it closed and automatically creates a child ticket with the new transaction in it.? I think there are bits and pieces to do this in the wiki already, (ForkIntoNewTicket or something) but I haven't pieced all of it together yet. 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 methier at CGR.Harvard.edu Wed Aug 29 10:24:13 2012 From: methier at CGR.Harvard.edu (Ethier, Michael) Date: Wed, 29 Aug 2012 10:24:13 -0400 Subject: [rt-users] Error in rt.log from from new upgrade to RT 4.0.7 Message-ID: <1B12003244CE894E85B4726023637888010DF84E51@FASXCH01.fasmail.priv> Hello, We just upgraded to RT 4.0.7 and I see this error below when it started up. RT seems to operate fine. I'm wondering it anyone else has hit this and if this is a real problem or not. This message is repeating, not continuously. Thanks, Mike [Wed Aug 29 14:02:14 2012] [error]: Couldn't load RT::Interface::Email::Filter::TakeAction: Can't locate RT/Interface/Email/Filter/TakeAction.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib /usr/local/perl-5.12.4/lib/site_perl/5.12.4/x86_64-linux-thread-multi /usr/local/perl-5.12.4/lib/site_perl/5.12.4 /usr/local/perl-5.12.4/lib/5.12.4/x86_64-linux-thread-multi /usr/local/perl-5.12.4/lib/5.12.4 .) at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 1317. Stack: [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1380] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317) [Wed Aug 29 14:03:24 2012] [error]: Couldn't load RT::Interface::Email::Filter::TakeAction: Can't locate RT/Interface/Email/Filter/TakeAction.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib /usr/local/perl-5.12.4/lib/site_perl/5.12.4/x86_64-linux-thread-multi /usr/local/perl-5.12.4/lib/site_perl/5.12.4 /usr/local/perl-5.12.4/lib/5.12.4/x86_64-linux-thread-multi /usr/local/perl-5.12.4/lib/5.12.4 .) at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 1317. Stack: [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1380] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317) -------------- next part -------------- An HTML attachment was scrubbed... URL: From methier at CGR.Harvard.edu Wed Aug 29 10:47:41 2012 From: methier at CGR.Harvard.edu (Ethier, Michael) Date: Wed, 29 Aug 2012 10:47:41 -0400 Subject: [rt-users] Error in rt.log from from new upgrade to RT 4.0.7 In-Reply-To: <1B12003244CE894E85B4726023637888010DF84E51@FASXCH01.fasmail.priv> References: <1B12003244CE894E85B4726023637888010DF84E51@FASXCH01.fasmail.priv> Message-ID: <1B12003244CE894E85B4726023637888010DF84E6D@FASXCH01.fasmail.priv> Ok scratch this question, we found this line in RT_SiteConfig.pm: Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); Which is related to the commandbymail module we used in RT 3.8.8, that we don't use anymore. After commenting that line out and restarting httpd, the error has gone away. All set. Thanks, Mike From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ethier, Michael Sent: Wednesday, August 29, 2012 10:24 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Error in rt.log from from new upgrade to RT 4.0.7 Hello, We just upgraded to RT 4.0.7 and I see this error below when it started up. RT seems to operate fine. I'm wondering it anyone else has hit this and if this is a real problem or not. This message is repeating, not continuously. Thanks, Mike [Wed Aug 29 14:02:14 2012] [error]: Couldn't load RT::Interface::Email::Filter::TakeAction: Can't locate RT/Interface/Email/Filter/TakeAction.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib /usr/local/perl-5.12.4/lib/site_perl/5.12.4/x86_64-linux-thread-multi /usr/local/perl-5.12.4/lib/site_perl/5.12.4 /usr/local/perl-5.12.4/lib/5.12.4/x86_64-linux-thread-multi /usr/local/perl-5.12.4/lib/5.12.4 .) at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 1317. Stack: [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1380] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317) [Wed Aug 29 14:03:24 2012] [error]: Couldn't load RT::Interface::Email::Filter::TakeAction: Can't locate RT/Interface/Email/Filter/TakeAction.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib /usr/local/perl-5.12.4/lib/site_perl/5.12.4/x86_64-linux-thread-multi /usr/local/perl-5.12.4/lib/site_perl/5.12.4 /usr/local/perl-5.12.4/lib/5.12.4/x86_64-linux-thread-multi /usr/local/perl-5.12.4/lib/5.12.4 .) at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 1317. Stack: [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1380] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317) -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Aug 29 16:46:03 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 29 Aug 2012 16:46:03 -0400 Subject: [rt-users] Make current queue more obvious (ideally as part of <% $title %>) In-Reply-To: <503D1B81.6070009@kickflop.net> References: <503D1B81.6070009@kickflop.net> Message-ID: <20120829204603.GA98865@jibsheet.com> On Tue, Aug 28, 2012 at 03:26:57PM -0400, Jeff Blaine wrote: > We have a need to make the current working queue more obvious > in the web UI. > > I've had a look, and my first choice desire would be to get > html/Elements/PageLayout to include the queue name in $title: > > ... >

<% $title %>

> ... > > Looking at html/Elements/PageLayout's <%ARGS>, I see that > > $title => $m->callers(-1)->path > > How "$m->callers(-1)->path" gets converted into, say, > "#5103: my test ticket", is beyond me :( > > Has anyone already done something like this, and would you > be willing to share your solution? > > Barring that, any leads on the right path to head down would > be welcome. I really don't fully comprehend all of the specifics > of all of the pieces of RT internals, such as what is available > in what scope, how $m works (which I assume is something to do > with Mason), etc... You'll have better luck starting in the code of Ticket/Display.html, it defines the title right before it calls the BeforeDisplay callback and you can absolutely munge the title from the BeforeDisplay callback in Ticket/Display.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 misteritguru at gmx.com Wed Aug 29 17:42:21 2012 From: misteritguru at gmx.com (Mr IT Guru) Date: Wed, 29 Aug 2012 22:42:21 +0100 Subject: [rt-users] Installing RT via Puppet In-Reply-To: References: <55F0A944-0E02-48AE-884A-39119282AA32@robertblackwell.com> <3B22E2F3-933C-4610-9911-C8A400E9E703@gmx.com> Message-ID: <5C88E58A-01F5-4155-A99C-6603605BA24B@gmx.com> Good Evening Robert, Thanks for the repo! - I think I'll have to make get a copy of that, and get this party started! -- Mr Guru Google+ -- misteritguru at gmail.com On 28 Aug 2012, at 13:53, Robert Blackwell wrote: > I just made a new organization called rtcommunity and put up the first > repo for puppet. > > https://github.com/rtcommunity/puppet > > My hope is more things will land there then just the puppet manifest. > > Robert > > > On Tue, Aug 28, 2012 at 8:49 AM, Mr IT Guru wrote: >> WOOHOO! >> >> I was planning on starting a github repo - Is there any other way to work as a community! :) >> >> It would be nice if we could have some more contributors. >> >> Your very welcome to help out Robert, your contributions would be nice! >> >> Thanks, >> >> >> On 28 Aug 2012, at 13:47, Robert Blackwell wrote: >> >>> We use puppet to configure RT in a CentOS world. I will see what we can contribute to this create idea. >>> >>> Do you want to start a github repo for it? >>> >>> I really look forward to having this done in the community. >>> >>> Puppet managed RT++ >>> >>> Thanks >>> Robert >>> >>> >>> >>> >>> >>> On Aug 27, 2012, at 8:27 PM, Mr IT Guru wrote: >>> >>>> Good Morning All, >>>> >>>> I don't want to reinvent the wheel, so I though tI'd ask here first. Has anyone here installed RT via Puppet? >>>> >>>> For those that don't know, Puppet, is a pretty awesome state management tool. Google is your friend, you can do the rest. For those that do, would you mind sharing your code? Or if there isn't any code, would you guys like to join me writing some? >>>> >>>> That way I can spend 5 minutes installing new boxes instead of looking up my notes, etc. >>>> >>>> Anyone interested? >>>> >>>> Thanks, >>>> >>>> -- Mr Guru >>>> >> From wwcheng at hotmail.com Thu Aug 30 03:42:42 2012 From: wwcheng at hotmail.com (Wanli Cheng) Date: Thu, 30 Aug 2012 07:42:42 +0000 Subject: [rt-users] rt upgrade Message-ID: Hello, I tried to convert my rt database from mysql version 3 to mysql version 5. The database mysql version 3 doesn't have such an option: --default-character-set=binary anybody have any suggestions? Thanks. Wanli -------------- next part -------------- An HTML attachment was scrubbed... URL: From AlexYoung at HousingPartners.co.uk Thu Aug 30 06:19:13 2012 From: AlexYoung at HousingPartners.co.uk (Alex Young) Date: Thu, 30 Aug 2012 11:19:13 +0100 Subject: [rt-users] Mandatory fields per queue Message-ID: <930F3731A784414087B33E439A55563447971A@s-wor-e-001.SCOUTSOFFICE.local> Anyone know if it is possible to set mandatory fields on a per-queue basis for RT 4.0.5? I looked at the MandatoryFields extension (http://search.cpan.org/dist/RT-Extension-MandatoryFields/), but it seems to be an all-or-nothing solution for the whole of RT, and not per-queue. -------------- next part -------------- An HTML attachment was scrubbed... URL: From plummer at geneseo.edu Thu Aug 30 09:57:32 2012 From: plummer at geneseo.edu (Shawn Plummer) Date: Thu, 30 Aug 2012 09:57:32 -0400 Subject: [rt-users] Users Autocomplete not working 4.0.7? Message-ID: <4C49EDA2-EEC5-4291-8315-5C9193EE76E2@geneseo.edu> Hello everyone, I just installed RT 4.0.7 this morning (along with the latest versions of External Auth, LdapImport, and Commands by email), and now the autocomplete in user fields is not working. It does still work in the owner field (since we have enabled Set($AutocompleteOwners, 1);) I can watch the console in safari and see the User object requesting information and returning an empty array where as Owner fires and returns an array of users. Is there something weird going on with the bug fix for users without emails not showing in autocomplete? I turned my logging level up to debug and am not getting any messages from RT back about it, but my apache logs do show the queries going to the server: 137.238.60.9 - - [30/Aug/2012:09:55:43 -0400] "GET /Helpers/Autocomplete/Users?delim=,&term=plummer HTTP/1.1" 200 3 "https://rt.geneseo.edu/Ticket/Create.html?Queue=3" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_8_1) AppleWebKit/536.25 (KHTML, like Gecko) Version/6.0 Safari/536.25" 137.238.60.9 - - [30/Aug/2012:09:55:46 -0400] "GET /Helpers/Autocomplete/Users?delim=,&term=p HTTP/1.1" 200 3 "https://rt.geneseo.edu/Ticket/Create.html?Queue=3" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_8_1) AppleWebKit/536.25 (KHTML, like Gecko) Version/6.0 Safari/536.25" 137.238.60.9 - - [30/Aug/2012:09:55:47 -0400] "GET /Helpers/Autocomplete/Users?delim=,&term=pl HTTP/1.1" 200 3 "https://rt.geneseo.edu/Ticket/Create.html?Queue=3" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_8_1) AppleWebKit/536.25 (KHTML, like Gecko) Version/6.0 Safari/536.25" 137.238.60.9 - - [30/Aug/2012:09:55:47 -0400] "GET /Helpers/Autocomplete/Users?delim=,&term=plu HTTP/1.1" 200 3 "https://rt.geneseo.edu/Ticket/Create.html?Queue=3" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_8_1) AppleWebKit/536.25 (KHTML, like Gecko) Version/6.0 Safari/536.25" 137.238.60.9 - - [30/Aug/2012:09:55:48 -0400] "GET /Helpers/Autocomplete/Users?delim=,&term=plum HTTP/1.1" 200 3 "https://rt.geneseo.edu/Ticket/Create.html?Queue=3" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_8_1) AppleWebKit/536.25 (KHTML, like Gecko) Version/6.0 Safari/536.25" 137.238.60.9 - - [30/Aug/2012:09:55:48 -0400] "GET /Helpers/Autocomplete/Users?delim=,&term=plumm HTTP/1.1" 200 3 "https://rt.geneseo.edu/Ticket/Create.html?Queue=3" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_8_1) AppleWebKit/536.25 (KHTML, like Gecko) Version/6.0 Safari/536.25" My database is Oracle if that makes any difference. Any information from others that have upgraded to 4.0.7 or other troubleshooting steps people have would be greatly appreciated. Thanks! - Shawn Plummer Systems Manager SUNY Geneseo From jean.mich.c at gmail.com Thu Aug 30 10:17:08 2012 From: jean.mich.c at gmail.com (DupondEt Dupont) Date: Thu, 30 Aug 2012 16:17:08 +0200 Subject: [rt-users] External Custom Field query based an other Custom Field value In-Reply-To: References: Message-ID: Hi Ruslan, i see exactly what to do. I'll try to do this on a 3 levels CF depency. Do you know if the feature a want use should be in a future release? Thank you for your time. JMC 2012/8/27 Ruslan Zakirov > Hi, > > At this moment it's impossible to do like you want it to do. External > custom fields should return all possible values. > > You should configure one CF to be based on other in the UI and in your > code for that CF return Category. Category should be a value of first CF. > > Hope you don't have thousands of machines. > > Ruslan from phone. > 27.08.2012 16:31 ???????????? "DupondEt Dupont" > ???????: > > Hi, >> >> Anyone have an idea? >> >> JMC >> >> 2012/8/24 DupondEt Dupont >> >>> Hi all, >>> >>> i recently install lastest RT 4 release and start setting up external >>> custom fields from an Oracle query. (as describe in >>> docs/extending/external_custom_fields.pod) >>> >>> Everything work really fine, until i decided to use previously filled >>> custom fied as argument in an other external custom field search. >>> >>> In this study case ;) , both custom fields are assigned to ticket. >>> The first external CF (name Client) retrieve customer list and CF store >>> the value I have select. >>> The second external CF (name Machine) should retrieve hostname for the >>> customer select in CF Client... >>> >>> Here is the piece of PERL code for CF Machine >>> (/opt/rt4/lib/RT/CustomFieldValues/Test2.pm) >>> >>> ----------------------------------------------------------------------------- >>> package RT::CustomFieldValues::Test2; >>> >>> use strict; >>> use warnings; >>> use DBI; >>> use DBD::Oracle; >>> use base qw(RT::CustomFieldValues::External); >>> >>> sub SourceDescription { >>> return 'test2'; >>> } >>> >>> sub ExternalValues { >>> my $self = shift; >>> # the previsous custom field name >>> my $CFName = 'Client'; >>> # should store the name of my customer... >>> my $CFClient = $self->TicketObj->FirstCustomFieldValue($CFName); >>> my $i = 0; >>> my @res; >>> my $Hostname >>> my $dbh = >>> DBI->connect("dbi:Oracle:host=XXX.XXX.XXX.XXX;sid=XX;port=XXXX","XXXX","XXXX", >>> {ora_session_mode => 0, PrintError =>0}); >>> my $req = "SELECT distinct HOSTNAME FROM my_table where >>> CLIENT='$CFClient'"; >>> my $hreq = $dbh->prepare($req); >>> $hreq->execute();; >>> $hreq->bind_columns(\$Hostname); >>> while ($hreq->fetch()){ >>> push @res, { >>> name => $Hostname, >>> description => $Hostname, >>> sortorder => $i++, >>> }; >>> } >>> return \@res; >>> } >>> >>> ----------------------------------------------------------------------------- >>> >>> I used $self->TicketObj->FirstCustomFieldValue($CFName) but it's not >>> know in this context apparently as Data::Dumper shows me...(but >>> $self->CurrentUser is) >>> >>> I hope you'll have a solution to deal with this, cause i got no more >>> ideas. >>> >>> Thank you in advance for your time. >>> >>> JMC >>> >> -- Jean-Michel Collongette jean.mich.c at gmail.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From dhutty at allgoodbits.org Thu Aug 30 12:07:23 2012 From: dhutty at allgoodbits.org (Duncan Hutty) Date: Thu, 30 Aug 2012 12:07:23 -0400 Subject: [rt-users] Installing RT via Puppet In-Reply-To: <503CE526.8090503@allgoodbits.org> References: <55F0A944-0E02-48AE-884A-39119282AA32@robertblackwell.com> <503CE526.8090503@allgoodbits.org> Message-ID: <503F8FBB.2090402@allgoodbits.org> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 8/28/12 11:35 AM, Duncan Hutty wrote: > And I need to publish another puppet module that I have written > that is a dependency: pgsiserver. But it's coming and hopefully > sooner rather than later. Ok, done that. [dhutty-psgiserver] [1] is able to deploy perl application servers that use PSGI. I think it's probably inelegant, un-idiomatic, incomplete and not sufficiently generic, but I *am* currently using it to deploy dancer apps on CentOS servers. Any [contributions welcome] [2]. [1]: http://forge.puppetlabs.com/dhutty/psgiserver [2]: https://github.com/dhutty/dhutty-psgiserver - -- Duncan Hutty http://www.allgoodbits.org -----BEGIN PGP SIGNATURE----- Version: GnuPG/MacGPG2 v2.0.17 (Darwin) Comment: GPGTools - http://gpgtools.org Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iEYEARECAAYFAlA/j7sACgkQCFuTFybf1woJ+wCgjTpCrNc4sakpg4eNnYEMemZD KNUAoJ3pOQDEpcfvZz2fmgTwlkf4H9xf =4IhF -----END PGP SIGNATURE----- From trs at bestpractical.com Thu Aug 30 13:03:29 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 30 Aug 2012 10:03:29 -0700 Subject: [rt-users] Users Autocomplete not working 4.0.7? In-Reply-To: <4C49EDA2-EEC5-4291-8315-5C9193EE76E2@geneseo.edu> References: <4C49EDA2-EEC5-4291-8315-5C9193EE76E2@geneseo.edu> Message-ID: <503F9CE1.9070502@bestpractical.com> On 08/30/2012 06:57 AM, Shawn Plummer wrote: > I just installed RT 4.0.7 this morning (along with the latest > versions of External Auth, LdapImport, and Commands by email), and > now the autocomplete in user fields is not working. One of the access log lines you showed was autocompleting for a user "plummer". Does that user have an email address? What field were you typing into on the ticket create page? From plummer at geneseo.edu Thu Aug 30 13:12:25 2012 From: plummer at geneseo.edu (Shawn Plummer) Date: Thu, 30 Aug 2012 13:12:25 -0400 Subject: [rt-users] Users Autocomplete not working 4.0.7? In-Reply-To: <503F9CE1.9070502@bestpractical.com> References: <4C49EDA2-EEC5-4291-8315-5C9193EE76E2@geneseo.edu> <503F9CE1.9070502@bestpractical.com> Message-ID: <4BAAF978-97DC-4348-947C-67589C1CD264@geneseo.edu> That user is me. I do have an email address. Those logs are the searches done as I type. I was typing in the requestor field. If I type my name in the owners field it returns a value, requestors it does not. We are using the defaults from RT_Config for search values. On Aug 30, 2012, at 1:03 PM, Thomas Sibley wrote: > One of the access log lines you showed was autocompleting for a user > "plummer". Does that user have an email address? > > What field were you typing into on the ticket create page? -------------- next part -------------- An HTML attachment was scrubbed... URL: From noreply+2901094497 at badoo.com Thu Aug 30 13:36:35 2012 From: noreply+2901094497 at badoo.com (Badoo) Date: Thu, 30 Aug 2012 17:36:35 +0000 Subject: [rt-users] Caolis Ustariz te ha dejado un mensaje... Message-ID: <20120830173638.D81DE24072D@hipster.bestpractical.com> Caolis Ustariz te ha dejado un mensaje... S?lo t? podr?s ver tanto el mensaje como su remitente y lo puedes borrar en cualquier momento. Puedes responder a trav?s del chat de Badoo. Para leer tu mensaje, haz clic en el siguiente enlace: http://us1.badoo.com/01221563152/in/rBoOijS3EPY/?lang_id=7&m=63&mid=503fa4a20000000000070000005011a20258405500a7 M?s personas de tu zona que est?n en Badoo Mvilla Jr (Maracay, Venezuela) Salom? (Maracay, Venezuela) Gabriela (Maracay, Venezuela) http://us1.badoo.com/01221563152/in/rBoOijS3EPY/?lang_id=7&m=63&mid=503fa4a20000000000070000005011a20258405500a7 Si al pinchar en el enlace de este mensaje no funciona, copia y p?galo en la barra de tu navegador. Este email es parte del proceso de entrega del mensaje enviado por Caolis Ustariz. Si has recibido este email por error, por favor ign?ralo. En un breve periodo de tiempo, la petici?n ser? eliminada del sistema. ?Div?rtete! El Equipo de Badoo Has recibido este email de Badoo Trading Limited (direcci?n postal a continuaci?n). http://us1.badoo.com/impersonation.phtml?lang_id=7&email=rt-users%40lists.bestpractical.com&block_code=9628c6&m=63&mid=503fa4a20000000000070000005011a20258405500a7 Badoo Trading Limited es una sociedad de responsabilidad limitada registrada en Inglaterra y Gales con n?mero 7540255 y domicilio en 144a The Green, Warlingham, Surrey, CR6 9NA. -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Thu Aug 30 13:38:28 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 30 Aug 2012 10:38:28 -0700 Subject: [rt-users] Users Autocomplete not working 4.0.7? In-Reply-To: <4BAAF978-97DC-4348-947C-67589C1CD264@geneseo.edu> References: <4C49EDA2-EEC5-4291-8315-5C9193EE76E2@geneseo.edu> <503F9CE1.9070502@bestpractical.com> <4BAAF978-97DC-4348-947C-67589C1CD264@geneseo.edu> Message-ID: <503FA514.1050705@bestpractical.com> On 08/30/2012 10:12 AM, Shawn Plummer wrote: > That user is me. I do have an email address. > > Those logs are the searches done as I type. I was typing in the > requestor field. FWIW, I can't replicate this, so there are bound to be a few questions to rule out possibilities. Can you search your DB directly? select id, Name, EmailAddress from Users where Name LIKE 'plummer%' or EmailAddress LIKE 'plummer%'; From plummer at geneseo.edu Thu Aug 30 13:57:32 2012 From: plummer at geneseo.edu (Shawn Plummer) Date: Thu, 30 Aug 2012 13:57:32 -0400 Subject: [rt-users] Users Autocomplete not working 4.0.7? In-Reply-To: <503FA514.1050705@bestpractical.com> References: <4C49EDA2-EEC5-4291-8315-5C9193EE76E2@geneseo.edu> <503F9CE1.9070502@bestpractical.com> <4BAAF978-97DC-4348-947C-67589C1CD264@geneseo.edu> <503FA514.1050705@bestpractical.com> Message-ID: On Aug 30, 2012, at 1:38 PM, Thomas Sibley wrote: > FWIW, I can't replicate this, so there are bound to be a few questions to rule out possibilities. > I appreciate the help. Seems an odd issue. > Can you search your DB directly? > > select id, Name, EmailAddress from Users where Name LIKE 'plummer%' or EmailAddress LIKE 'plummer%'; Connected to: Oracle Database 10g Enterprise Edition Release 10.2.0.4.0 - 64bit Production With the Partitioning, OLAP, Data Mining and Real Application Testing options SQL> select id, Name, EmailAddress from Users where Name LIKE 'plummer%' or EmailAddress LIKE 'plummer%'; ID ---------- NAME -------------------------------------------------------------------------------- EMAILADDRESS -------------------------------------------------------------------------------- 23 plummer plummer at geneseo.edu - Shawn -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Thu Aug 30 14:02:58 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 30 Aug 2012 11:02:58 -0700 Subject: [rt-users] Users Autocomplete not working 4.0.7? In-Reply-To: References: <4C49EDA2-EEC5-4291-8315-5C9193EE76E2@geneseo.edu> <503F9CE1.9070502@bestpractical.com> <4BAAF978-97DC-4348-947C-67589C1CD264@geneseo.edu> <503FA514.1050705@bestpractical.com> Message-ID: <503FAAD2.6060907@bestpractical.com> On 08/30/2012 10:57 AM, Shawn Plummer wrote: > I appreciate the help. Seems an odd issue. Odd indeed. Can you capture the SQL query RT is sending Oracle for the autocompleter? Does it return any results? From stephen.edward.desch at gmail.com Thu Aug 30 14:07:14 2012 From: stephen.edward.desch at gmail.com (Stephen Desch) Date: Thu, 30 Aug 2012 14:07:14 -0400 Subject: [rt-users] excluding email addresses from creating tickets Message-ID: Hi, We have set up our RT instance successfully and are starting to track tickets and support requests. The problem is we have some notification emails that are creating tickets in our system, which we dont need/want. Example: email from:noreply at domain.com to: custsrv at domain.com subject: notification about new account This will create a ticket which we really dont need. I know you can reject tickets, but hopefully we can prefilter the email before it reaches the system Thank you, stephen -------------- next part -------------- An HTML attachment was scrubbed... URL: From rjb38 at drexel.edu Thu Aug 30 14:28:06 2012 From: rjb38 at drexel.edu (Rich Bishop) Date: Thu, 30 Aug 2012 14:28:06 -0400 Subject: [rt-users] excluding email addresses from creating tickets In-Reply-To: References: Message-ID: <503FB0B6.4010905@drexel.edu> We run procmail ( http://www.procmail.org/ ) on our RT machine to do this among other things. Rich On 08/30/2012 02:07 PM, Stephen Desch wrote: > Hi, > We have set up our RT instance successfully and are starting to track > tickets and support requests. The problem is we have some notification > emails that are creating tickets in our system, which we dont need/want. > Example: > email from:noreply at domain.com > to: custsrv at domain.com > subject: notification about new account > > This will create a ticket which we really dont need. I know you can > reject tickets, but hopefully we can prefilter the email before it > reaches the system > > > Thank you, > stephen > From falcone at bestpractical.com Thu Aug 30 14:49:40 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 30 Aug 2012 14:49:40 -0400 Subject: [rt-users] Invalid domain, status=bounced for email through ticket on RT 3.8.4 In-Reply-To: <15403470.3487.1346169762570.JavaMail.root@IRL-DUB-P-SRV-02> References: <31011648.1935.1345718875267.JavaMail.root@IRL-DUB-P-SRV-02> <15403470.3487.1346169762570.JavaMail.root@IRL-DUB-P-SRV-02> Message-ID: <20120830184940.GB98865@jibsheet.com> On Tue, Aug 28, 2012 at 04:02:42PM +0000, Shane Duignan wrote: > MTA is : > > Subject: [queue #278] document (Aug 2012) > From: "admin via RT" > Reply-To: js at tre.ie > In-Reply-To: References: > Message-ID: > Precedence: bulk X-RT-Loop-Prevention: queue > RT-Ticket: queue #278 Managed-by: RT 3.8.4 (http://www.bestpractical.com/rt/) > RT-Originator: admin at tre.ie > To: user1 at eon.ie, user2 at eon.ie, user3 at eon.ie > MIME-Version: 1.0 > X-RT-Original-Encoding: utf-8 > Date: Tue, 5 Aug 2012 09:02:26 +0000 > RT-Attachment: 278/221/497 > Content-Type: text/plain; charset="utf-8" > Content-Transfer-Encoding: 8bit > > Not sure where the problem is as I changed neither the hostname nor the RT config. > > How can I change it from viewing www-data as part of the outgoing mail? That looks like RT's record of the outgoing mail, not an actual mail header. You may want to read about $SetOutgoingMailFrom in RT_Config.pm and the documented possible failures there. -kevin > ----- Original Message ----- > > From: "Shane Duignan" > To: rt-users at lists.bestpractical.com > Sent: Thursday, 23 August, 2012 11:47:55 AM > Subject: Invalid domain, status=bounced for email through ticket on RT 3.8.4 > > > > Hello, > > > I cannot send an email with attachment via a RT ticket. This is the error message in the logs: > > Aug 23 09:26:42 MAIL-01 postfix/smtp[29806]: 9DD441D5362: to=, relay=mx.eon.ie[XX.XXX.XXX.XXX]:25, delay=0.91, delays=0.07/0/0.21/0.62, dsn=5.1.0, status=bounced (host mx.eon.ie[XX.XXX.XXX.XXX] said: 550 5.1.0 q9Sg1j02P2zd5X8019SgxU invalid domain (in reply to MAIL FROM command)) > > The destination mail server recognises the smtp request as coming from invalid domain however I can send mail from my own account without using RT with no issues. > The requestors have the correct email address in the ticket. > > Any ideas how to correct this? > > > > > -- > > > > > > > > > > > > > Shane Duignan > Security Support Engineer > > > > Office: +353 (0)1 877 0338 > > E-mail: s.duignan at jumper.ie > Website: http://www.jumper.ie > > > This communication, including any attachments, is intended only for the recipient(s) named above. It may contain privileged, confidential or otherwise protected information and should not be read, copied or otherwise used by any other person. If you are not the named recipient please contact the sender and delete the email from your system. > > It should be noted however that communications via the Internet are not secure and it is the responsibility of the recipient to ensure that the onward transmission, opening or use of this message and any attachments will not adversely affect its systems or data. No responsibility is accepted by Jumper Consulting Investment Ltd. in this regard and the recipient should carry out such virus and other checks as it considers appropriate. All content and attachments in this email belong to Jumper Consulting Investment Ltd . -------------- 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 Aug 30 14:51:34 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 30 Aug 2012 14:51:34 -0400 Subject: [rt-users] RT on Mandriva 2011 x86 isn't accessable - possible permission problems In-Reply-To: References: Message-ID: <20120830185134.GC98865@jibsheet.com> On Tue, Aug 28, 2012 at 10:27:40PM +0200, Joerg Droege wrote: > Hello there. thanks in advance for helping me. > After a couple of failures of dependency problems while compiling or installing newer versions , I have finalling managed to get to install an RPM of RT 3.6 on my Mandriva 2011 X86. You should be aware that 3.6 hasn't been supported in almost a year now: http://blog.bestpractical.com/2011/06/end-of-life-for-rt-36.html > RT couldn't store your session. > This may mean that that the directory '/var/lib/lib/rt/session_data' isn't writable or a database table is missing or corrupt. > You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'TYPE=InnoDB' at line 15 at /usr/sbin/rt-setup-database line 220, line 463. You appear to be using a MySQL without innodb support. That will not work, RT has required innodb for years. We suggest installing RT 4.0.7 using the README included in the tarball. -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 Aug 30 14:52:46 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 30 Aug 2012 14:52:46 -0400 Subject: [rt-users] Problem with callbacks in RT 4.0.6 In-Reply-To: References: Message-ID: <20120830185246.GD98865@jibsheet.com> On Tue, Aug 28, 2012 at 09:05:55PM -0400, Paul Tomblin wrote: > I'm trying to make it so when a user logs out of RT, they get taken > back to my page when they log back in. But I'm having problems with > the callback in /NoAuth/Logout.html, because it seems like the > "Default" callback is called twice, once in <%init> and once in the > main, but with different arguments: This certainly sounds like a bug. Submit a pull request or patch for 4.2 to add a name? Adding a name in the 4.0 series isn't something we can do since someone might be relying on the behavior. > In the <%init> section, at line 74, we find: > $m->callback( %ARGS, URL => \$URL ); > and in the main section, at line 62, we find: > % $m->callback( %ARGS ); This should be easy to fix. Don't specify <%ARGS> and just do a return if ref $ARGS{URL} to skip the first variant of the callback. -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 Aug 30 14:54:11 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 30 Aug 2012 14:54:11 -0400 Subject: [rt-users] rt upgrade In-Reply-To: References: Message-ID: <20120830185411.GE98865@jibsheet.com> On Thu, Aug 30, 2012 at 07:42:42AM +0000, Wanli Cheng wrote: > I tried to convert my rt database from mysql version 3 to mysql version 5. > The database mysql version 3 doesn't have such an option: > --default-character-set=binary It's usually ok to exclude this on really old MySQL versions. But, test extensively after your upgrade. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From stephen.edward.desch at gmail.com Thu Aug 30 15:04:01 2012 From: stephen.edward.desch at gmail.com (Stephen Desch) Date: Thu, 30 Aug 2012 15:04:01 -0400 Subject: [rt-users] excluding email addresses from creating tickets In-Reply-To: <503FB0B6.4010905@drexel.edu> References: <503FB0B6.4010905@drexel.edu> Message-ID: I see, I'll have to look into adding that to our server. On Thu, Aug 30, 2012 at 2:28 PM, Rich Bishop wrote: > We run procmail ( http://www.procmail.org/ ) on our RT machine to do this > among other things. > > Rich > > > On 08/30/2012 02:07 PM, Stephen Desch wrote: > >> Hi, >> We have set up our RT instance successfully and are starting to track >> tickets and support requests. The problem is we have some notification >> emails that are creating tickets in our system, which we dont need/want. >> Example: >> email from:noreply at domain.com >> > >> to: custsrv at domain.com >> >> subject: notification about new account >> >> This will create a ticket which we really dont need. I know you can >> reject tickets, but hopefully we can prefilter the email before it >> reaches the system >> >> >> Thank you, >> stephen >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ptomblin at xcski.com Thu Aug 30 15:09:40 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Thu, 30 Aug 2012 15:09:40 -0400 Subject: [rt-users] Problem with callbacks in RT 4.0.6 In-Reply-To: <20120830185246.GD98865@jibsheet.com> References: <20120830185246.GD98865@jibsheet.com> Message-ID: On Thu, Aug 30, 2012 at 2:52 PM, Kevin Falcone wrote: > This should be easy to fix. Don't specify <%ARGS> and just > do a return if ref $ARGS{URL} to skip the first variant of the > callback. Yes, that worked. Is there a 4.2 git repo up in the usual places? -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From tjrc at sanger.ac.uk Thu Aug 30 15:13:53 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Thu, 30 Aug 2012 20:13:53 +0100 Subject: [rt-users] excluding email addresses from creating tickets In-Reply-To: References: <503FB0B6.4010905@drexel.edu> Message-ID: On 30 Aug 2012, at 20:04, Stephen Desch wrote: > I see, I'll have to look into adding that to our server. Depending on how mail is being delivered to your RT system, you can often do it with the MTA on the system as well, by configuring a blacklist of addresses you don't want delivering to your RT system. 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 Anton_Roth at gmx.de Thu Aug 30 16:37:46 2012 From: Anton_Roth at gmx.de (Anton Roth) Date: Thu, 30 Aug 2012 22:37:46 +0200 Subject: [rt-users] Problem setting up RT In-Reply-To: References: <503FB0B6.4010905@drexel.edu>

Message-ID: Hi, I have set up RT 4.0.7 a few days ago on a Ubuntu12.04 system, but I cannot get it to run. It says a "You're almost there! You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl or FastCGI handler." and I don't know how to continue from there. Below is my httpd.conf from Apache2 AddDefaultCharset UTF-8 DocumentRoot "/opt/rt4/share/html/" Order allow,deny Allow from all SetHandler mod_perl 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"); I originally ran into issues when setting RT to /rt, so I set it to root for now. I also tried with SetHandler modperl, since this is how it was described in the ManualApacheConfig on the wiki page, neither works. When I run rt-server with Apache2 stopped, I can connect from that machine via http://0, but not from outside it. It has to be something with Apache, but I cannot find out what it is. make testdeps make fixdeps both return all dependencies found. Can someone help me fix the rest? (I am not that familiar with Linux, since I have to program on a Windows machine, but as only software engineer I have to setup the ticket system). Thanks a lot for any help! From trs at bestpractical.com Thu Aug 30 16:40:14 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 30 Aug 2012 13:40:14 -0700 Subject: [rt-users] Problem setting up RT In-Reply-To: References: <503FB0B6.4010905@drexel.edu>

Message-ID: <503FCFAE.20900@bestpractical.com> On 08/30/2012 01:37 PM, Anton Roth wrote: > Below is my httpd.conf from Apache2 > > > AddDefaultCharset UTF-8 > > DocumentRoot "/opt/rt4/share/html/" > > This is a Location, not a Directory section so you use URL paths not file system paths. > Order allow,deny > Allow from all > > SetHandler mod_perl This should be 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"); > > > Read the deployment documentation in docs/web_deployment.pod. From stephen.edward.desch at gmail.com Thu Aug 30 16:47:13 2012 From: stephen.edward.desch at gmail.com (Stephen Desch) Date: Thu, 30 Aug 2012 16:47:13 -0400 Subject: [rt-users] excluding email addresses from creating tickets In-Reply-To: References: <503FB0B6.4010905@drexel.edu>

Message-ID: Ah that's the droid i was looking for. We have two admins working on this instance, I'm maintaining the front end, and out Dev/ DBA is managing the back end config. I'll let him know that we can configure a blacklist in the MTA. I have SSH access to the backend, but I'm not sure were to begin looking to create such a blacklist. Thanks. On Thu, Aug 30, 2012 at 3:13 PM, Tim Cutts wrote: > > On 30 Aug 2012, at 20:04, Stephen Desch > wrote: > > > I see, I'll have to look into adding that to our server. > > Depending on how mail is being delivered to your RT system, you can often > do it with the MTA on the system as well, by configuring a blacklist of > addresses you don't want delivering to your RT system. > > 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 Thu Aug 30 16:49:19 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 30 Aug 2012 13:49:19 -0700 Subject: [rt-users] Users Autocomplete not working 4.0.7? In-Reply-To: References: <4C49EDA2-EEC5-4291-8315-5C9193EE76E2@geneseo.edu> <503F9CE1.9070502@bestpractical.com> <4BAAF978-97DC-4348-947C-67589C1CD264@geneseo.edu> <503FA514.1050705@bestpractical.com> <503FAAD2.6060907@bestpractical.com> Message-ID: <503FD1CF.5000209@bestpractical.com> Please keep replies on the list for the benefit of folks searching for answers later. On 08/30/2012 01:16 PM, Shawn Plummer wrote: > My DBA tells me that this is the query she sees in the database when > the autocomplete fires: > >> "SELECT * FROM ( SELECT limitquery.*,rownum limitrownum FROM ( >> SELECT main.* FROM ( SELECT DISTINCT main.id FROM Users main JOIN >> Principals Principals_1 ON ( Principals_1.id = main.id ) WHERE >> (Principals_1.Disabled = '0') AND (lower(main.RealName) LIKE >> '%taf2%' OR lower(main.EmailAddress) LIKE 'taf2%' OR >> lower(main.Name) LIKE 'taf2%') AND >> (lower(Principals_1.PrincipalType) = 'user') AND (main.EmailAddress >> != '' AND main.EmailAddress IS NOT NULL) ) distinctquery, Users >> main WHERE (main.id = distinctquery.id) ORDER BY main.Name ASC ) >> limitquery WHERE rownum <= 10 ) WHERE limitrownum >= 1" If you run that (awful awful) query by hand, what does it get you? From wwcheng at hotmail.com Thu Aug 30 17:33:08 2012 From: wwcheng at hotmail.com (Wanli Cheng) Date: Thu, 30 Aug 2012 21:33:08 +0000 Subject: [rt-users] rt upgrade In-Reply-To: <20120830185411.GE98865@jibsheet.com> References: , <20120830185411.GE98865@jibsheet.com> Message-ID: > Date: Thu, 30 Aug 2012 14:54:11 -0400 > From: falcone at bestpractical.com > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] rt upgrade > > On Thu, Aug 30, 2012 at 07:42:42AM +0000, Wanli Cheng wrote: > > I tried to convert my rt database from mysql version 3 to mysql version 5. > > The database mysql version 3 doesn't have such an option: > > --default-character-set=binary > > It's usually ok to exclude this on really old MySQL versions. > But, test extensively after your upgrade. Ok. now I get the following error for the updates: [root@ rt-4.0.6]# perl etc/upgrade/vulnerable-passwords 116 users found with unsalted or weak-cryptography passwords Run again with --fix to upgrade. [root@ rt-4.0.6]# perl etc/upgrade/vulnerable-passwords --fix Upgrading 116 users... jasonm => Old crypt() format, cannot upgrade Done. [root@ rt-4.0.6]# perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/shrink_transactions_table.pl [Thu Aug 30 19:55:32 2012] [debug]: You've enabled GD, but we couldn't load the module: Can't locate GD.pm in @INC (@INC contains: /opt/rt4/local/lib /opt/rt4/lib /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at /opt/rt4/lib/RT/Config.pm line 571. (/opt/rt4/lib/RT/Config.pm:572) [Thu Aug 30 19:55:32 2012] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /opt/rt4/local/lib /opt/rt4/lib /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at /opt/rt4/lib/RT/Config.pm line 558. (/opt/rt4/lib/RT/Config.pm:559) [Thu Aug 30 19:55:32 2012] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt4/var/data/gpg). PGP support has been disabled (/opt/rt4/lib/RT/Config.pm:595) [root at wiki rt-4.0.6]# I further checked. graphviz-perl and perl-GD cannot be installed. here is the error message: [root@ ~]# yum install perl-GD Loaded plugins: product-id, subscription-manager Updating certificate-based repositories. Setting up Install Process Resolving Dependencies --> Running transaction check ---> Package perl-GD.x86_64 0:2.35-2.el5 will be installed --> Processing Dependency: perl(:MODULE_COMPAT_5.8.8) for package: perl-GD-2.35-2.el5.x86_64 --> Finished Dependency Resolution Error: Package: perl-GD-2.35-2.el5.x86_64 (egwn) Requires: perl(:MODULE_COMPAT_5.8.8) You could try using --skip-broken to work around the problem You could try running: rpm -Va --nofiles --nodigest Error: Package: perl-GD-2.35-2.el5.x86_64 (egwn) Requires: perl(:MODULE_COMPAT_5.8.8) [root at rt-4.0.6]# yum install graphviz-perl Loaded plugins: product-id, subscription-manager Updating certificate-based repositories. Setting up Install Process Resolving Dependencies --> Running transaction check ---> Package graphviz-perl.x86_64 0:2.26.3-0.1.el5 will be installed --> Processing Dependency: perl(:MODULE_COMPAT_5.8.8) for package: graphviz-perl-2.26.3-0.1.el5.x86_64 --> Finished Dependency Resolution Error: Package: graphviz-perl-2.26.3-0.1.el5.x86_64 (egwn) Requires: perl(:MODULE_COMPAT_5.8.8) You could try using --skip-broken to work around the problem You could try running: rpm -Va --nofiles --nodigest [root@ rt-4.0.6]# If I run "install Graphviz" from CPAN, I got the following error: Please install Graphviz from http://www.graphviz.org/. Warning: No success on command[/usr/bin/perl Build.PL --installdirs site] RSAVAGE/GraphViz-2.10.tgz /usr/bin/perl Build.PL --installdirs site -- NOT OK Running Build test Make had some problems, won't test Running Build install Make had some problems, won't install Failed during this command: RSAVAGE/GraphViz-2.10.tgz : writemakefile NO '/usr/bin/perl Build.PL --installdirs site' returned status 512 Thanks. Wanli -------------- next part -------------- An HTML attachment was scrubbed... URL: From plummer at geneseo.edu Thu Aug 30 19:27:33 2012 From: plummer at geneseo.edu (Shawn Plummer) Date: Thu, 30 Aug 2012 19:27:33 -0400 Subject: [rt-users] Users Autocomplete not working 4.0.7? In-Reply-To: <503FD1CF.5000209@bestpractical.com> References: <4C49EDA2-EEC5-4291-8315-5C9193EE76E2@geneseo.edu> <503F9CE1.9070502@bestpractical.com> <4BAAF978-97DC-4348-947C-67589C1CD264@geneseo.edu> <503FA514.1050705@bestpractical.com> <503FAAD2.6060907@bestpractical.com> <503FD1CF.5000209@bestpractical.com> Message-ID: Looks like it returns no rows. So that could be a problem! SQL*Plus: Release 11.2.0.3.0 Production on Thu Aug 30 19:24:24 2012 Copyright (c) 1982, 2011, Oracle. All rights reserved. Connected to: Oracle Database 10g Enterprise Edition Release 10.2.0.4.0 - 64bit Production With the Partitioning, OLAP, Data Mining and Real Application Testing options SQL> SELECT * FROM ( SELECT limitquery.*,rownum limitrownum FROM ( SELECT main.* FROM ( SELECT DISTINCT main.id FROM Users main JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) WHERE (Principals_1.Disabled = '0') AND (lower(main.RealName) LIKE '%taf2%' OR lower(main.EmailAddress) LIKE 'taf2%' OR lower(main.Name) LIKE 'taf2%') AND (lower(Principals_1.PrincipalType) = 'user') AND (main.EmailAddress != '' AND main.EmailAddress IS NOT NULL) ) distinctquery, Users main WHERE (main.id = distinctquery.id) ORDER BY main.Name ASC ) limitquery WHERE rownum <= 10 ) WHERE limitrownum >= 1; no rows selected SQL> On Aug 30, 2012, at 4:49 PM, Thomas Sibley wrote: > Please keep replies on the list for the benefit of folks searching for > answers later. > > On 08/30/2012 01:16 PM, Shawn Plummer wrote: >> My DBA tells me that this is the query she sees in the database when >> the autocomplete fires: >> >>> "SELECT * FROM ( SELECT limitquery.*,rownum limitrownum FROM ( >>> SELECT main.* FROM ( SELECT DISTINCT main.id FROM Users main JOIN >>> Principals Principals_1 ON ( Principals_1.id = main.id ) WHERE >>> (Principals_1.Disabled = '0') AND (lower(main.RealName) LIKE >>> '%taf2%' OR lower(main.EmailAddress) LIKE 'taf2%' OR >>> lower(main.Name) LIKE 'taf2%') AND >>> (lower(Principals_1.PrincipalType) = 'user') AND (main.EmailAddress >>> != '' AND main.EmailAddress IS NOT NULL) ) distinctquery, Users >>> main WHERE (main.id = distinctquery.id) ORDER BY main.Name ASC ) >>> limitquery WHERE rownum <= 10 ) WHERE limitrownum >= 1" > > If you run that (awful awful) query by hand, what does it get you? From Chris.okelly at minecorp.com.au Thu Aug 30 20:09:15 2012 From: Chris.okelly at minecorp.com.au (Chris O'Kelly) Date: Fri, 31 Aug 2012 10:09:15 +1000 Subject: [rt-users] Users Autocomplete not working 4.0.7? In-Reply-To: References: <4C49EDA2-EEC5-4291-8315-5C9193EE76E2@geneseo.edu> <503F9CE1.9070502@bestpractical.com> <4BAAF978-97DC-4348-947C-67589C1CD264@geneseo.edu> <503FA514.1050705@bestpractical.com> <503FAAD2.6060907@bestpractical.com> <503FD1CF.5000209@bestpractical.com> Message-ID: Hi Guys, Have you tried separating out the subqueries there? If it were me that's what I would look at next. Here they are split up into individual queries (where aliases weren't used already I have given them generic names): distinctQuery: SELECT DISTINCT main.id FROM Users main JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) WHERE (Principals_1.Disabled = '0') AND ( lower(main.RealName) LIKE '%taf2%' OR lower(main.EmailAddress) LIKE 'taf2%' OR lower(main.Name) LIKE 'taf2%' ) AND (lower(Principals_1.PrincipalType) = 'user') AND ( main.EmailAddress != '' AND main.EmailAddress IS NOT NULL ) limitQuery: SELECT main.* FROM distinctquery, Users main WHERE (main.id = distinctquery.id) ORDER BY main.Name ASC thirdQuery: SELECT limitquery.*,rownum limitrownum FROM limitquery WHERE rownum <= 10 finalQuery: SELECT * FROM thirdQuery WHERE limitrownum >= 1; so first run distinctQuery - This part should essentially get you the list of users who match what you are typing (in this case, users whose real name contains taf2 or whose email or username starts with taf2; who are also user's with valid email addresses; who are not disabled). If this returns no rows there are serious problems - either there is definitely no user matching that condition or there are serious Db issues. The next three queries are trivial really. limitQuery selects the id of the matched users and orders by username. thirdQuery (I'm pretty creative when it comes to naming) limits the results to 10. but yeah, to reiterate, I would suggest just running the deepest level query (the one I have marked distinctQuery above) to see if you get results from that. If you do, heck the other queries in order to find the point of failure. Otherwise, all I can really suggest is to take a serious look at the Users table and confirm there is a user there who matches the conditions. Make absolute sure the user is not disabled, make absolute sure that taf2 appears somewhere in the Real Name field, NOT the nickname field (or add nickname to $UserAutocompleteFields in RT_SiteConfig.pm). If your user's are synced from LDAP/AD, then they may have these details in that system but the configuration has not yet been setup to sync these into LDAP. I saw in an earlier post you were checking with plummer, your username, but in these queries it suggests we were looking for taf2. If taf2 is not yourself you may be running into a confusion I experienced when I installed RT - that is, I set up the External Auth plugin but not the LDAP Import plugin. Your users may not yet be in the RT database if they have not yet logged in if this is the case. I know I've covered a bunch of fairly basic things here, so I am really sorry if this is all stuff you have already checked out. It can be tough to guess someone's level of expertise over the internet, so while it's likely you know a whole lot more than me, I didn't want to leave anything out that might help you. HTH Regards Chris O'Kelly Web Administrator Minecorp Australia P: 07 3723 1000 M: 0450 586 190 Minecorp Australia 37 Murdoch Circuit Acacia Ridge QLD 4110 www.minecorp.com.au Sent Via a Mobile Device. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Shawn Plummer Sent: Friday, 31 August 2012 9:28 AM To: RT Users Subject: Re: [rt-users] Users Autocomplete not working 4.0.7? Looks like it returns no rows. So that could be a problem! SQL*Plus: Release 11.2.0.3.0 Production on Thu Aug 30 19:24:24 2012 Copyright (c) 1982, 2011, Oracle. All rights reserved. Connected to: Oracle Database 10g Enterprise Edition Release 10.2.0.4.0 - 64bit Production With the Partitioning, OLAP, Data Mining and Real Application Testing options SQL> SELECT * FROM ( SELECT limitquery.*,rownum limitrownum FROM ( SELECT main.* FROM ( SELECT DISTINCT main.id FROM Users main JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) WHERE (Principals_1.Disabled = '0') AND (lower(main.RealName) LIKE '%taf2%' OR lower(main.EmailAddress) LIKE 'taf2%' OR lower(main.Name) LIKE 'taf2%') AND (lower(Principals_1.PrincipalType) = 'user') AND (main.EmailAddress != '' AND main.EmailAddress IS NOT NULL) ) distinctquery, Users main WHERE (main.id = distinctquery.id) ORDER BY main.Name ASC ) limitquery WHERE rownum <= 10 ) WHERE limitrownum >= 1; no rows selected SQL> On Aug 30, 2012, at 4:49 PM, Thomas Sibley wrote: > Please keep replies on the list for the benefit of folks searching for > answers later. > > On 08/30/2012 01:16 PM, Shawn Plummer wrote: >> My DBA tells me that this is the query she sees in the database when >> the autocomplete fires: >> >>> "SELECT * FROM ( SELECT limitquery.*,rownum limitrownum FROM ( >>> SELECT main.* FROM ( SELECT DISTINCT main.id FROM Users main JOIN >>> Principals Principals_1 ON ( Principals_1.id = main.id ) WHERE >>> (Principals_1.Disabled = '0') AND (lower(main.RealName) LIKE >>> '%taf2%' OR lower(main.EmailAddress) LIKE 'taf2%' OR >>> lower(main.Name) LIKE 'taf2%') AND >>> (lower(Principals_1.PrincipalType) = 'user') AND (main.EmailAddress >>> != '' AND main.EmailAddress IS NOT NULL) ) distinctquery, Users >>> main WHERE (main.id = distinctquery.id) ORDER BY main.Name ASC ) >>> limitquery WHERE rownum <= 10 ) WHERE limitrownum >= 1" > > If you run that (awful awful) query by hand, what does it get you? From falcone at bestpractical.com Thu Aug 30 20:42:32 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 30 Aug 2012 20:42:32 -0400 Subject: [rt-users] Problem with callbacks in RT 4.0.6 In-Reply-To: References: <20120830185246.GD98865@jibsheet.com> Message-ID: <20120831004232.GF98865@jibsheet.com> On Thu, Aug 30, 2012 at 03:09:40PM -0400, Paul Tomblin wrote: > On Thu, Aug 30, 2012 at 2:52 PM, Kevin Falcone > wrote: > > This should be easy to fix. Don't specify <%ARGS> and just > > do a return if ref $ARGS{URL} to skip the first variant of the > > callback. > > Yes, that worked. > > Is there a 4.2 git repo up in the usual places? Yes, the branch to target is called 'master'. hacking.pod may be useful. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From plummer at geneseo.edu Thu Aug 30 20:55:36 2012 From: plummer at geneseo.edu (Shawn Plummer) Date: Thu, 30 Aug 2012 20:55:36 -0400 Subject: [rt-users] Users Autocomplete not working 4.0.7? In-Reply-To: References: <4C49EDA2-EEC5-4291-8315-5C9193EE76E2@geneseo.edu> <503F9CE1.9070502@bestpractical.com> <4BAAF978-97DC-4348-947C-67589C1CD264@geneseo.edu> <503FA514.1050705@bestpractical.com> <503FAAD2.6060907@bestpractical.com> <503FD1CF.5000209@bestpractical.com> Message-ID: <6EC76010-4087-46E0-B073-3741E717AFB1@geneseo.edu> Thanks for breaking those up! I am digging into the SQL tonight too. The distinct query appears to return no results in my testing so far. As for the username change, that user was easier to isolate since it had less activity than I did when our DBA ran the query. The user definitely exists, has an email, and is enabled. We do use external auth and LDAP Import. Both are still working since the upgrade. select id, Name, EmailAddress from Users where Name LIKE 'taf2%' or EmailAddress LIKE 'taf2%'; returns the user. - Shawn Plummer Systems Manager On Aug 30, 2012, at 8:09 PM, Chris O'Kelly wrote: > Hi Guys, > > Have you tried separating out the subqueries there? > If it were me that's what I would look at next. Here they are split up into individual queries (where aliases weren't used already I have given them generic names): > > distinctQuery: > SELECT DISTINCT main.id > FROM Users main > JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) > WHERE (Principals_1.Disabled = '0') > AND ( > lower(main.RealName) LIKE '%taf2%' > OR lower(main.EmailAddress) LIKE 'taf2%' > OR lower(main.Name) LIKE 'taf2%' > ) > AND (lower(Principals_1.PrincipalType) = 'user') > AND ( > main.EmailAddress != '' > AND main.EmailAddress IS NOT NULL > ) > > > limitQuery: > SELECT main.* > FROM distinctquery, Users main > WHERE (main.id = distinctquery.id) > ORDER BY main.Name ASC > > > thirdQuery: > SELECT limitquery.*,rownum limitrownum > FROM limitquery > WHERE rownum <= 10 > > finalQuery: > SELECT * > FROM thirdQuery > WHERE limitrownum >= 1; > > so first run distinctQuery - This part should essentially get you the list of users who match what you are typing (in this case, users whose real name contains taf2 or whose email or username starts with taf2; who are also user's with valid email addresses; who are not disabled). If this returns no rows there are serious problems - either there is definitely no user matching that condition or there are serious Db issues. The next three queries are trivial really. limitQuery selects the id of the matched users and orders by username. thirdQuery (I'm pretty creative when it comes to naming) limits the results to 10. > > but yeah, to reiterate, I would suggest just running the deepest level query (the one I have marked distinctQuery above) to see if you get results from that. If you do, heck the other queries in order to find the point of failure. Otherwise, all I can really suggest is to take a serious look at the Users table and confirm there is a user there who matches the conditions. Make absolute sure the user is not disabled, make absolute sure that taf2 appears somewhere in the Real Name field, NOT the nickname field (or add nickname to $UserAutocompleteFields in RT_SiteConfig.pm). If your user's are synced from LDAP/AD, then they may have these details in that system but the configuration has not yet been setup to sync these into LDAP. > > I saw in an earlier post you were checking with plummer, your username, but in these queries it suggests we were looking for taf2. If taf2 is not yourself you may be running into a confusion I experienced when I installed RT - that is, I set up the External Auth plugin but not the LDAP Import plugin. Your users may not yet be in the RT database if they have not yet logged in if this is the case. > > I know I've covered a bunch of fairly basic things here, so I am really sorry if this is all stuff you have already checked out. It can be tough to guess someone's level of expertise over the internet, so while it's likely you know a whole lot more than me, I didn't want to leave anything out that might help you. > > HTH > > > Regards > > Chris O'Kelly > Web Administrator > > Minecorp Australia > P: 07 3723 1000 > M: 0450 586 190 > > > Minecorp Australia > 37 Murdoch Circuit > Acacia Ridge QLD 4110 > www.minecorp.com.au > Sent Via a Mobile Device. > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Shawn Plummer > Sent: Friday, 31 August 2012 9:28 AM > To: RT Users > Subject: Re: [rt-users] Users Autocomplete not working 4.0.7? > > Looks like it returns no rows. So that could be a problem! > > SQL*Plus: Release 11.2.0.3.0 Production on Thu Aug 30 19:24:24 2012 > > Copyright (c) 1982, 2011, Oracle. All rights reserved. > > > Connected to: > Oracle Database 10g Enterprise Edition Release 10.2.0.4.0 - 64bit Production > With the Partitioning, OLAP, Data Mining and Real Application Testing options > > SQL> SELECT * FROM ( SELECT limitquery.*,rownum limitrownum FROM ( SELECT main.* FROM ( SELECT DISTINCT main.id FROM Users main JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) WHERE (Principals_1.Disabled = '0') AND (lower(main.RealName) LIKE '%taf2%' OR lower(main.EmailAddress) LIKE 'taf2%' OR lower(main.Name) LIKE 'taf2%') AND (lower(Principals_1.PrincipalType) = 'user') AND (main.EmailAddress != '' AND main.EmailAddress IS NOT NULL) ) distinctquery, Users main WHERE (main.id = distinctquery.id) ORDER BY main.Name ASC ) limitquery WHERE rownum <= 10 ) WHERE limitrownum >= 1; > > no rows selected > > SQL> > > > On Aug 30, 2012, at 4:49 PM, Thomas Sibley wrote: > >> Please keep replies on the list for the benefit of folks searching for >> answers later. >> >> On 08/30/2012 01:16 PM, Shawn Plummer wrote: >>> My DBA tells me that this is the query she sees in the database when >>> the autocomplete fires: >>> >>>> "SELECT * FROM ( SELECT limitquery.*,rownum limitrownum FROM ( >>>> SELECT main.* FROM ( SELECT DISTINCT main.id FROM Users main JOIN >>>> Principals Principals_1 ON ( Principals_1.id = main.id ) WHERE >>>> (Principals_1.Disabled = '0') AND (lower(main.RealName) LIKE >>>> '%taf2%' OR lower(main.EmailAddress) LIKE 'taf2%' OR >>>> lower(main.Name) LIKE 'taf2%') AND >>>> (lower(Principals_1.PrincipalType) = 'user') AND (main.EmailAddress >>>> != '' AND main.EmailAddress IS NOT NULL) ) distinctquery, Users >>>> main WHERE (main.id = distinctquery.id) ORDER BY main.Name ASC ) >>>> limitquery WHERE rownum <= 10 ) WHERE limitrownum >= 1" >> >> If you run that (awful awful) query by hand, what does it get you? > From plummer at geneseo.edu Thu Aug 30 21:37:29 2012 From: plummer at geneseo.edu (Shawn Plummer) Date: Thu, 30 Aug 2012 21:37:29 -0400 Subject: [rt-users] Users Autocomplete not working 4.0.7? In-Reply-To: <6EC76010-4087-46E0-B073-3741E717AFB1@geneseo.edu> References: <4C49EDA2-EEC5-4291-8315-5C9193EE76E2@geneseo.edu> <503F9CE1.9070502@bestpractical.com> <4BAAF978-97DC-4348-947C-67589C1CD264@geneseo.edu> <503FA514.1050705@bestpractical.com> <503FAAD2.6060907@bestpractical.com> <503FD1CF.5000209@bestpractical.com> <6EC76010-4087-46E0-B073-3741E717AFB1@geneseo.edu> Message-ID: <2DAE47A8-18AD-4CED-A622-7FD3234C299E@geneseo.edu> I further broke the query down. SELECT DISTINCT main.id, main.EmailAddress, main.name FROM Users main JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) WHERE (Principals_1.Disabled = '0') AND ( lower(main.RealName) LIKE '%taf2%' OR lower(main.EmailAddress) LIKE 'taf2%' OR lower(main.Name) LIKE 'taf2%' ) AND (lower(Principals_1.PrincipalType) = 'user') ; Returns the user record (I added emailaddress and name to the query values to verify they were not empty.) Adding this line makes it return no values. AND ( main.EmailAddress != '' AND main.EmailAddress IS NOT NULL ) Again, I can see the EmailAddress is populated as is name. - Shawn Plummer Systems Manager On Aug 30, 2012, at 8:55 PM, Shawn Plummer wrote: > Thanks for breaking those up! I am digging into the SQL tonight too. The distinct query appears to return no results in my testing so far. > > As for the username change, that user was easier to isolate since it had less activity than I did when our DBA ran the query. The user definitely exists, has an email, and is enabled. We do use external auth and LDAP Import. Both are still working since the upgrade. > > select id, Name, EmailAddress from Users where Name LIKE 'taf2%' or EmailAddress LIKE 'taf2%'; > returns the user. > > - Shawn Plummer > Systems Manager > > > On Aug 30, 2012, at 8:09 PM, Chris O'Kelly wrote: > >> Hi Guys, >> >> Have you tried separating out the subqueries there? >> If it were me that's what I would look at next. Here they are split up into individual queries (where aliases weren't used already I have given them generic names): >> >> distinctQuery: >> SELECT DISTINCT main.id >> FROM Users main >> JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) >> WHERE (Principals_1.Disabled = '0') >> AND ( >> lower(main.RealName) LIKE '%taf2%' >> OR lower(main.EmailAddress) LIKE 'taf2%' >> OR lower(main.Name) LIKE 'taf2%' >> ) >> AND (lower(Principals_1.PrincipalType) = 'user') >> AND ( >> main.EmailAddress != '' >> AND main.EmailAddress IS NOT NULL >> ) >> >> >> limitQuery: >> SELECT main.* >> FROM distinctquery, Users main >> WHERE (main.id = distinctquery.id) >> ORDER BY main.Name ASC >> >> >> thirdQuery: >> SELECT limitquery.*,rownum limitrownum >> FROM limitquery >> WHERE rownum <= 10 >> >> finalQuery: >> SELECT * >> FROM thirdQuery >> WHERE limitrownum >= 1; >> >> so first run distinctQuery - This part should essentially get you the list of users who match what you are typing (in this case, users whose real name contains taf2 or whose email or username starts with taf2; who are also user's with valid email addresses; who are not disabled). If this returns no rows there are serious problems - either there is definitely no user matching that condition or there are serious Db issues. The next three queries are trivial really. limitQuery selects the id of the matched users and orders by username. thirdQuery (I'm pretty creative when it comes to naming) limits the results to 10. >> >> but yeah, to reiterate, I would suggest just running the deepest level query (the one I have marked distinctQuery above) to see if you get results from that. If you do, heck the other queries in order to find the point of failure. Otherwise, all I can really suggest is to take a serious look at the Users table and confirm there is a user there who matches the conditions. Make absolute sure the user is not disabled, make absolute sure that taf2 appears somewhere in the Real Name field, NOT the nickname field (or add nickname to $UserAutocompleteFields in RT_SiteConfig.pm). If your user's are synced from LDAP/AD, then they may have these details in that system but the configuration has not yet been setup to sync these into LDAP. >> >> I saw in an earlier post you were checking with plummer, your username, but in these queries it suggests we were looking for taf2. If taf2 is not yourself you may be running into a confusion I experienced when I installed RT - that is, I set up the External Auth plugin but not the LDAP Import plugin. Your users may not yet be in the RT database if they have not yet logged in if this is the case. >> >> I know I've covered a bunch of fairly basic things here, so I am really sorry if this is all stuff you have already checked out. It can be tough to guess someone's level of expertise over the internet, so while it's likely you know a whole lot more than me, I didn't want to leave anything out that might help you. >> >> HTH >> >> >> Regards >> >> Chris O'Kelly >> Web Administrator >> >> Minecorp Australia >> P: 07 3723 1000 >> M: 0450 586 190 >> >> >> Minecorp Australia >> 37 Murdoch Circuit >> Acacia Ridge QLD 4110 >> www.minecorp.com.au >> Sent Via a Mobile Device. >> >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Shawn Plummer >> Sent: Friday, 31 August 2012 9:28 AM >> To: RT Users >> Subject: Re: [rt-users] Users Autocomplete not working 4.0.7? >> >> Looks like it returns no rows. So that could be a problem! >> >> SQL*Plus: Release 11.2.0.3.0 Production on Thu Aug 30 19:24:24 2012 >> >> Copyright (c) 1982, 2011, Oracle. All rights reserved. >> >> >> Connected to: >> Oracle Database 10g Enterprise Edition Release 10.2.0.4.0 - 64bit Production >> With the Partitioning, OLAP, Data Mining and Real Application Testing options >> >> SQL> SELECT * FROM ( SELECT limitquery.*,rownum limitrownum FROM ( SELECT main.* FROM ( SELECT DISTINCT main.id FROM Users main JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) WHERE (Principals_1.Disabled = '0') AND (lower(main.RealName) LIKE '%taf2%' OR lower(main.EmailAddress) LIKE 'taf2%' OR lower(main.Name) LIKE 'taf2%') AND (lower(Principals_1.PrincipalType) = 'user') AND (main.EmailAddress != '' AND main.EmailAddress IS NOT NULL) ) distinctquery, Users main WHERE (main.id = distinctquery.id) ORDER BY main.Name ASC ) limitquery WHERE rownum <= 10 ) WHERE limitrownum >= 1; >> >> no rows selected >> >> SQL> >> >> >> On Aug 30, 2012, at 4:49 PM, Thomas Sibley wrote: >> >>> Please keep replies on the list for the benefit of folks searching for >>> answers later. >>> >>> On 08/30/2012 01:16 PM, Shawn Plummer wrote: >>>> My DBA tells me that this is the query she sees in the database when >>>> the autocomplete fires: >>>> >>>>> "SELECT * FROM ( SELECT limitquery.*,rownum limitrownum FROM ( >>>>> SELECT main.* FROM ( SELECT DISTINCT main.id FROM Users main JOIN >>>>> Principals Principals_1 ON ( Principals_1.id = main.id ) WHERE >>>>> (Principals_1.Disabled = '0') AND (lower(main.RealName) LIKE >>>>> '%taf2%' OR lower(main.EmailAddress) LIKE 'taf2%' OR >>>>> lower(main.Name) LIKE 'taf2%') AND >>>>> (lower(Principals_1.PrincipalType) = 'user') AND (main.EmailAddress >>>>> != '' AND main.EmailAddress IS NOT NULL) ) distinctquery, Users >>>>> main WHERE (main.id = distinctquery.id) ORDER BY main.Name ASC ) >>>>> limitquery WHERE rownum <= 10 ) WHERE limitrownum >= 1" >>> >>> If you run that (awful awful) query by hand, what does it get you? >> > From plummer at geneseo.edu Thu Aug 30 21:45:28 2012 From: plummer at geneseo.edu (Shawn Plummer) Date: Thu, 30 Aug 2012 21:45:28 -0400 Subject: [rt-users] Users Autocomplete not working 4.0.7? In-Reply-To: <2DAE47A8-18AD-4CED-A622-7FD3234C299E@geneseo.edu> References: <4C49EDA2-EEC5-4291-8315-5C9193EE76E2@geneseo.edu> <503F9CE1.9070502@bestpractical.com> <4BAAF978-97DC-4348-947C-67589C1CD264@geneseo.edu> <503FA514.1050705@bestpractical.com> <503FAAD2.6060907@bestpractical.com> <503FD1CF.5000209@bestpractical.com> <6EC76010-4087-46E0-B073-3741E717AFB1@geneseo.edu> <2DAE47A8-18AD-4CED-A622-7FD3234C299E@geneseo.edu> Message-ID: <4AD02DF9-D614-45B1-B4AF-51140E615CAB@geneseo.edu> More specifically removal of main.EmailAddress != '' makes it return the user record. - Shawn Plummer Systems Manager On Aug 30, 2012, at 9:37 PM, Shawn Plummer wrote: > Adding this line makes it return no values. > > AND ( > main.EmailAddress != '' > AND main.EmailAddress IS NOT NULL > ) -------------- next part -------------- An HTML attachment was scrubbed... URL: From plummer at geneseo.edu Thu Aug 30 22:03:29 2012 From: plummer at geneseo.edu (Shawn Plummer) Date: Thu, 30 Aug 2012 22:03:29 -0400 Subject: [rt-users] Users Autocomplete not working 4.0.7? In-Reply-To: References: <4C49EDA2-EEC5-4291-8315-5C9193EE76E2@geneseo.edu> <503F9CE1.9070502@bestpractical.com> <4BAAF978-97DC-4348-947C-67589C1CD264@geneseo.edu> <503FA514.1050705@bestpractical.com> <503FAAD2.6060907@bestpractical.com> <503FD1CF.5000209@bestpractical.com> <6EC76010-4087-46E0-B073-3741E717AFB1@geneseo.edu> <2DAE47A8-18AD-4CED-A622-7FD3234C299E@geneseo.edu> Message-ID: <34A2F650-732A-4FFF-9D5E-38A3BF4BCDF5@geneseo.edu> Running that query returns no results. I will look into the indexing. I know we run the rt full text indexing command every 15 minutes. As for the database indexes I will have to look into it. - Shawn Plummer Systems Manager On Aug 30, 2012, at 9:55 PM, Chris O'Kelly wrote: > hmmm... that is odd. > > If you run the query: > > SELECT DISTINCT main.id, main.EmailAddress, main.name > FROM Users main > JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) > WHERE (Principals_1.Disabled = '0') > AND ( > lower(main.RealName) LIKE '%taf2%' > OR lower(main.EmailAddress) LIKE 'taf2%' > OR lower(main.Name) LIKE 'taf2%' > ) > AND (lower(Principals_1.PrincipalType) = 'user') > AND main.EmailAddress !=''; > > do you get a result? I am starting to suspect you may be encountering some weird IS NULL behaviour. I have read that in Oracle IS NOT NULL will attempt to use an index (if one exists) where IS NULL will not. Do you know if indexing has been setup for this column? If so, the indexes may be corrupt. > > As an aside, the query is malformed anyway. Oracle treats zero-length ('') strings as NULL anyway, so > "main.EmailAddress !=''" and "main.EmailAddress IS NOT NULL" should be analogous. If running the amended query above returns results for you, you may be able to work around the issue by changing this in the autocomplete module (I am not sure whereabouts the query is defined but it shouldn't be too tough to find), although, as you would know, this could be a problem for you when/if you update RT (also, if it were me, I would need to satisfy my curiosity over the cause, so a workaround wouldn't be good enough :p). > > Regards > > > > Regards > > Chris O'Kelly > Web Administrator > > Minecorp Australia > P: 07 3723 1000 > M: 0450 586 190 > > > Minecorp Australia > 37 Murdoch Circuit > Acacia Ridge QLD 4110 > www.minecorp.com.au > Sent Via a Mobile Device. > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Shawn Plummer > Sent: Friday, 31 August 2012 11:37 AM > To: RT Users > Subject: Re: [rt-users] Users Autocomplete not working 4.0.7? > > I further broke the query down. > > SELECT DISTINCT main.id, main.EmailAddress, main.name > FROM Users main > JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) > WHERE (Principals_1.Disabled = '0') > AND ( > lower(main.RealName) LIKE '%taf2%' > OR lower(main.EmailAddress) LIKE 'taf2%' > OR lower(main.Name) LIKE 'taf2%' > ) > AND (lower(Principals_1.PrincipalType) = 'user') > ; > > Returns the user record (I added emailaddress and name to the query values to verify they were not empty.) > > Adding this line makes it return no values. > > AND ( > main.EmailAddress != '' > AND main.EmailAddress IS NOT NULL > ) > > Again, I can see the EmailAddress is populated as is name. > > - Shawn Plummer > Systems Manager > > On Aug 30, 2012, at 8:55 PM, Shawn Plummer wrote: > >> Thanks for breaking those up! I am digging into the SQL tonight too. The distinct query appears to return no results in my testing so far. >> >> As for the username change, that user was easier to isolate since it had less activity than I did when our DBA ran the query. The user definitely exists, has an email, and is enabled. We do use external auth and LDAP Import. Both are still working since the upgrade. >> >> select id, Name, EmailAddress from Users where Name LIKE 'taf2%' or EmailAddress LIKE 'taf2%'; >> returns the user. >> >> - Shawn Plummer >> Systems Manager >> >> >> On Aug 30, 2012, at 8:09 PM, Chris O'Kelly wrote: >> >>> Hi Guys, >>> >>> Have you tried separating out the subqueries there? >>> If it were me that's what I would look at next. Here they are split up into individual queries (where aliases weren't used already I have given them generic names): >>> >>> distinctQuery: >>> SELECT DISTINCT main.id >>> FROM Users main >>> JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) >>> WHERE (Principals_1.Disabled = '0') >>> AND ( >>> lower(main.RealName) LIKE '%taf2%' >>> OR lower(main.EmailAddress) LIKE 'taf2%' >>> OR lower(main.Name) LIKE 'taf2%' >>> ) >>> AND (lower(Principals_1.PrincipalType) = 'user') >>> AND ( >>> main.EmailAddress != '' >>> AND main.EmailAddress IS NOT NULL >>> ) >>> >>> >>> limitQuery: >>> SELECT main.* >>> FROM distinctquery, Users main >>> WHERE (main.id = distinctquery.id) >>> ORDER BY main.Name ASC >>> >>> >>> thirdQuery: >>> SELECT limitquery.*,rownum limitrownum >>> FROM limitquery >>> WHERE rownum <= 10 >>> >>> finalQuery: >>> SELECT * >>> FROM thirdQuery >>> WHERE limitrownum >= 1; >>> >>> so first run distinctQuery - This part should essentially get you the list of users who match what you are typing (in this case, users whose real name contains taf2 or whose email or username starts with taf2; who are also user's with valid email addresses; who are not disabled). If this returns no rows there are serious problems - either there is definitely no user matching that condition or there are serious Db issues. The next three queries are trivial really. limitQuery selects the id of the matched users and orders by username. thirdQuery (I'm pretty creative when it comes to naming) limits the results to 10. >>> >>> but yeah, to reiterate, I would suggest just running the deepest level query (the one I have marked distinctQuery above) to see if you get results from that. If you do, heck the other queries in order to find the point of failure. Otherwise, all I can really suggest is to take a serious look at the Users table and confirm there is a user there who matches the conditions. Make absolute sure the user is not disabled, make absolute sure that taf2 appears somewhere in the Real Name field, NOT the nickname field (or add nickname to $UserAutocompleteFields in RT_SiteConfig.pm). If your user's are synced from LDAP/AD, then they may have these details in that system but the configuration has not yet been setup to sync these into LDAP. >>> >>> I saw in an earlier post you were checking with plummer, your username, but in these queries it suggests we were looking for taf2. If taf2 is not yourself you may be running into a confusion I experienced when I installed RT - that is, I set up the External Auth plugin but not the LDAP Import plugin. Your users may not yet be in the RT database if they have not yet logged in if this is the case. >>> >>> I know I've covered a bunch of fairly basic things here, so I am really sorry if this is all stuff you have already checked out. It can be tough to guess someone's level of expertise over the internet, so while it's likely you know a whole lot more than me, I didn't want to leave anything out that might help you. >>> >>> HTH >>> >>> >>> Regards >>> >>> Chris O'Kelly >>> Web Administrator >>> >>> Minecorp Australia >>> P: 07 3723 1000 >>> M: 0450 586 190 >>> >>> >>> Minecorp Australia >>> 37 Murdoch Circuit >>> Acacia Ridge QLD 4110 >>> www.minecorp.com.au >>> Sent Via a Mobile Device. >>> >>> >>> -----Original Message----- >>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Shawn Plummer >>> Sent: Friday, 31 August 2012 9:28 AM >>> To: RT Users >>> Subject: Re: [rt-users] Users Autocomplete not working 4.0.7? >>> >>> Looks like it returns no rows. So that could be a problem! >>> >>> SQL*Plus: Release 11.2.0.3.0 Production on Thu Aug 30 19:24:24 2012 >>> >>> Copyright (c) 1982, 2011, Oracle. All rights reserved. >>> >>> >>> Connected to: >>> Oracle Database 10g Enterprise Edition Release 10.2.0.4.0 - 64bit Production >>> With the Partitioning, OLAP, Data Mining and Real Application Testing options >>> >>> SQL> SELECT * FROM ( SELECT limitquery.*,rownum limitrownum FROM ( SELECT main.* FROM ( SELECT DISTINCT main.id FROM Users main JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) WHERE (Principals_1.Disabled = '0') AND (lower(main.RealName) LIKE '%taf2%' OR lower(main.EmailAddress) LIKE 'taf2%' OR lower(main.Name) LIKE 'taf2%') AND (lower(Principals_1.PrincipalType) = 'user') AND (main.EmailAddress != '' AND main.EmailAddress IS NOT NULL) ) distinctquery, Users main WHERE (main.id = distinctquery.id) ORDER BY main.Name ASC ) limitquery WHERE rownum <= 10 ) WHERE limitrownum >= 1; >>> >>> no rows selected >>> >>> SQL> >>> >>> >>> On Aug 30, 2012, at 4:49 PM, Thomas Sibley wrote: >>> >>>> Please keep replies on the list for the benefit of folks searching for >>>> answers later. >>>> >>>> On 08/30/2012 01:16 PM, Shawn Plummer wrote: >>>>> My DBA tells me that this is the query she sees in the database when >>>>> the autocomplete fires: >>>>> >>>>>> "SELECT * FROM ( SELECT limitquery.*,rownum limitrownum FROM ( >>>>>> SELECT main.* FROM ( SELECT DISTINCT main.id FROM Users main JOIN >>>>>> Principals Principals_1 ON ( Principals_1.id = main.id ) WHERE >>>>>> (Principals_1.Disabled = '0') AND (lower(main.RealName) LIKE >>>>>> '%taf2%' OR lower(main.EmailAddress) LIKE 'taf2%' OR >>>>>> lower(main.Name) LIKE 'taf2%') AND >>>>>> (lower(Principals_1.PrincipalType) = 'user') AND (main.EmailAddress >>>>>> != '' AND main.EmailAddress IS NOT NULL) ) distinctquery, Users >>>>>> main WHERE (main.id = distinctquery.id) ORDER BY main.Name ASC ) >>>>>> limitquery WHERE rownum <= 10 ) WHERE limitrownum >= 1" >>>> >>>> If you run that (awful awful) query by hand, what does it get you? >>> >> > From wwcheng at hotmail.com Fri Aug 31 03:08:15 2012 From: wwcheng at hotmail.com (Wanli Cheng) Date: Fri, 31 Aug 2012 07:08:15 +0000 Subject: [rt-users] rt upgrade In-Reply-To: References: , , <20120830185411.GE98865@jibsheet.com>, Message-ID: Hi, UPGRADING.mysql contains the step: 1b) Configure the new MySQL to use Latin1 as the default character set everywhere, not UTF-8. This is necessary so the import in the next step assumes the data is Latin1. Do I need to manually edit and convert latin1 from the output of mysqldump? Here is my current system settings: mysql> show variables like 'char%'; +--------------------------+----------------------------+ | Variable_name | Value | +--------------------------+----------------------------+ | character_set_client | latin1 | | character_set_connection | latin1 | | character_set_database | latin1 | | character_set_filesystem | binary | | character_set_results | latin1 | | character_set_server | latin1 | | character_set_system | utf8 | | character_sets_dir | /usr/share/mysql/charsets/ | +--------------------------+----------------------------+ 8 rows in set (0.01 sec) I have the following error message: Use of uninitialized value in join or string at etc/upgrade/upgrade-mysql-schema.pl line 330. from the code. perl etc/upgrade/upgrade-mysql-schema.pl db user pass > queries.sql It indicated I need to do something for Latin1. is there any changes I need to do since my original mysql is version 3 and "--default-character-set=binary" doesn't apply? Thanks. Wanli From: wwcheng at hotmail.com To: rt-users at lists.bestpractical.com Date: Thu, 30 Aug 2012 21:33:08 +0000 Subject: Re: [rt-users] rt upgrade > Date: Thu, 30 Aug 2012 14:54:11 -0400 > From: falcone at bestpractical.com > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] rt upgrade > > On Thu, Aug 30, 2012 at 07:42:42AM +0000, Wanli Cheng wrote: > > I tried to convert my rt database from mysql version 3 to mysql version 5. > > The database mysql version 3 doesn't have such an option: > > --default-character-set=binary > > It's usually ok to exclude this on really old MySQL versions. > But, test extensively after your upgrade. Ok. now I get the following error for the updates: [root@ rt-4.0.6]# perl etc/upgrade/vulnerable-passwords 116 users found with unsalted or weak-cryptography passwords Run again with --fix to upgrade. [root@ rt-4.0.6]# perl etc/upgrade/vulnerable-passwords --fix Upgrading 116 users... jasonm => Old crypt() format, cannot upgrade Done. [root@ rt-4.0.6]# perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/shrink_transactions_table.pl [Thu Aug 30 19:55:32 2012] [debug]: You've enabled GD, but we couldn't load the module: Can't locate GD.pm in @INC (@INC contains: /opt/rt4/local/lib /opt/rt4/lib /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at /opt/rt4/lib/RT/Config.pm line 571. (/opt/rt4/lib/RT/Config.pm:572) [Thu Aug 30 19:55:32 2012] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /opt/rt4/local/lib /opt/rt4/lib /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at /opt/rt4/lib/RT/Config.pm line 558. (/opt/rt4/lib/RT/Config.pm:559) [Thu Aug 30 19:55:32 2012] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt4/var/data/gpg). PGP support has been disabled (/opt/rt4/lib/RT/Config.pm:595) [root at wiki rt-4.0.6]# I further checked. graphviz-perl and perl-GD cannot be installed. here is the error message: [root@ ~]# yum install perl-GD Loaded plugins: product-id, subscription-manager Updating certificate-based repositories. Setting up Install Process Resolving Dependencies --> Running transaction check ---> Package perl-GD.x86_64 0:2.35-2.el5 will be installed --> Processing Dependency: perl(:MODULE_COMPAT_5.8.8) for package: perl-GD-2.35-2.el5.x86_64 --> Finished Dependency Resolution Error: Package: perl-GD-2.35-2.el5.x86_64 (egwn) Requires: perl(:MODULE_COMPAT_5.8.8) You could try using --skip-broken to work around the problem You could try running: rpm -Va --nofiles --nodigest Error: Package: perl-GD-2.35-2.el5.x86_64 (egwn) Requires: perl(:MODULE_COMPAT_5.8.8) [root at rt-4.0.6]# yum install graphviz-perl Loaded plugins: product-id, subscription-manager Updating certificate-based repositories. Setting up Install Process Resolving Dependencies --> Running transaction check ---> Package graphviz-perl.x86_64 0:2.26.3-0.1.el5 will be installed --> Processing Dependency: perl(:MODULE_COMPAT_5.8.8) for package: graphviz-perl-2.26.3-0.1.el5.x86_64 --> Finished Dependency Resolution Error: Package: graphviz-perl-2.26.3-0.1.el5.x86_64 (egwn) Requires: perl(:MODULE_COMPAT_5.8.8) You could try using --skip-broken to work around the problem You could try running: rpm -Va --nofiles --nodigest [root@ rt-4.0.6]# If I run "install Graphviz" from CPAN, I got the following error: Please install Graphviz from http://www.graphviz.org/. Warning: No success on command[/usr/bin/perl Build.PL --installdirs site] RSAVAGE/GraphViz-2.10.tgz /usr/bin/perl Build.PL --installdirs site -- NOT OK Running Build test Make had some problems, won't test Running Build install Make had some problems, won't install Failed during this command: RSAVAGE/GraphViz-2.10.tgz : writemakefile NO '/usr/bin/perl Build.PL --installdirs site' returned status 512 Thanks. Wanli -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjrc at sanger.ac.uk Fri Aug 31 04:59:23 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Fri, 31 Aug 2012 09:59:23 +0100 Subject: [rt-users] RT 4.0.7 something odd in debug logs Message-ID: I switched on debug logs, investigating a different problem, and found an immense number of entries like this: [Thu Aug 30 11:43:50 2012] [debug]: Canonicalizing URI '282320' to 'fsck.com-rt://sanger.ac.uk/ticket/282320' (/opt/rt4/sbin/../lib/RT/URI.pm:108) I've never seen this before, when enabling debug mode, so I don't know what's changed to cause it. But that URI really doesn't look right to me! It doesn't seem to be causing any actual problems in the operation of the RT instance, but there's clearly something wrong somewhere, isn't there? Have I got a config item wrong somewhere? 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 plummer at geneseo.edu Fri Aug 31 09:40:08 2012 From: plummer at geneseo.edu (Shawn Plummer) Date: Fri, 31 Aug 2012 09:40:08 -0400 Subject: [rt-users] Users Autocomplete not working 4.0.7? In-Reply-To: <34A2F650-732A-4FFF-9D5E-38A3BF4BCDF5@geneseo.edu> References: <4C49EDA2-EEC5-4291-8315-5C9193EE76E2@geneseo.edu> <503F9CE1.9070502@bestpractical.com> <4BAAF978-97DC-4348-947C-67589C1CD264@geneseo.edu> <503FA514.1050705@bestpractical.com> <503FAAD2.6060907@bestpractical.com> <503FD1CF.5000209@bestpractical.com> <6EC76010-4087-46E0-B073-3741E717AFB1@geneseo.edu> <2DAE47A8-18AD-4CED-A622-7FD3234C299E@geneseo.edu> <34A2F650-732A-4FFF-9D5E-38A3BF4BCDF5@geneseo.edu> Message-ID: <52E36A3C-AC1C-4377-A524-11720C6E56D1@geneseo.edu> According to this http://thunderguy.com/semicolon/2003/04/26/oracle-empty-string-null/ and the oracle DBA and developers here testing against '' an empty string will not work with oracle. Now I will just dig around and pull that query out of the code and I should be good. - Shawn Plummer Systems Manager On Aug 30, 2012, at 10:03 PM, Shawn Plummer wrote: > Running that query returns no results. > > I will look into the indexing. I know we run the rt full text indexing command every 15 minutes. As for the database indexes I will have to look into it. > > - Shawn Plummer > Systems Manager > > From plummer at geneseo.edu Fri Aug 31 10:10:13 2012 From: plummer at geneseo.edu (Shawn Plummer) Date: Fri, 31 Aug 2012 10:10:13 -0400 Subject: [rt-users] Users Autocomplete not working 4.0.7? In-Reply-To: <52E36A3C-AC1C-4377-A524-11720C6E56D1@geneseo.edu> References: <4C49EDA2-EEC5-4291-8315-5C9193EE76E2@geneseo.edu> <503F9CE1.9070502@bestpractical.com> <4BAAF978-97DC-4348-947C-67589C1CD264@geneseo.edu> <503FA514.1050705@bestpractical.com> <503FAAD2.6060907@bestpractical.com> <503FD1CF.5000209@bestpractical.com> <6EC76010-4087-46E0-B073-3741E717AFB1@geneseo.edu> <2DAE47A8-18AD-4CED-A622-7FD3234C299E@geneseo.edu> <34A2F650-732A-4FFF-9D5E-38A3BF4BCDF5@geneseo.edu> <52E36A3C-AC1C-4377-A524-11720C6E56D1@geneseo.edu> Message-ID: I have fixed the problem by editing $RTHOME/share/html/Helpers/Autocomplete/Users Anyone with Oracle will probably need to do this: changed lines 119-120 From $users->Limit( FIELD => $return, OPERATOR => '!=', VALUE => '' ); $users->Limit( FIELD => $return, OPERATOR => 'IS NOT', VALUE => 'NULL', ENTRYAGGREGATOR => 'AND' ); To Just: $users->Limit( FIELD => $return, OPERATOR => 'IS NOT', VALUE => 'NULL' ); - Shawn Plummer Systems Manager On Aug 31, 2012, at 9:40 AM, Shawn Plummer wrote: > According to this http://thunderguy.com/semicolon/2003/04/26/oracle-empty-string-null/ and the oracle DBA and developers here testing against '' an empty string will not work with oracle. > > Now I will just dig around and pull that query out of the code and I should be good. > > - Shawn Plummer > Systems Manager > > > On Aug 30, 2012, at 10:03 PM, Shawn Plummer wrote: > >> Running that query returns no results. >> >> I will look into the indexing. I know we run the rt full text indexing command every 15 minutes. As for the database indexes I will have to look into it. >> >> - Shawn Plummer >> Systems Manager >> >> > From ptomblin at xcski.com Fri Aug 31 10:15:16 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Fri, 31 Aug 2012 10:15:16 -0400 Subject: [rt-users] Users Autocomplete not working 4.0.7? In-Reply-To: References: <4C49EDA2-EEC5-4291-8315-5C9193EE76E2@geneseo.edu> <503F9CE1.9070502@bestpractical.com> <4BAAF978-97DC-4348-947C-67589C1CD264@geneseo.edu> <503FA514.1050705@bestpractical.com> <503FAAD2.6060907@bestpractical.com> <503FD1CF.5000209@bestpractical.com> <6EC76010-4087-46E0-B073-3741E717AFB1@geneseo.edu> <2DAE47A8-18AD-4CED-A622-7FD3234C299E@geneseo.edu> <34A2F650-732A-4FFF-9D5E-38A3BF4BCDF5@geneseo.edu> <52E36A3C-AC1C-4377-A524-11720C6E56D1@geneseo.edu> Message-ID: On Fri, Aug 31, 2012 at 10:10 AM, Shawn Plummer wrote: > Anyone with Oracle will probably need to do this: Correct me if I'm wrong, but isn't Oracle violating the SQL spec by treating empty strings as equivalent to null? I expect that kind of behavior from MySQL, but from Oracle? That's unbelievable. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From Chris.okelly at minecorp.com.au Fri Aug 31 10:56:30 2012 From: Chris.okelly at minecorp.com.au (Chris O'Kelly) Date: Sat, 1 Sep 2012 00:56:30 +1000 Subject: [rt-users] Users Autocomplete not working 4.0.7? References: Message-ID: <99AF5A4C-8F3C-45E2-A4D0-B4E5EA31FD23@minecorp.com.au> > Yeah it does violate spec but it's not exactly new or shocking behavior from Db vendors unfortunately. > On 01/09/2012, at 0:15, "Paul Tomblin" wrote: > >> On Fri, Aug 31, 2012 at 10:10 AM, Shawn Plummer wrote: >> >>> Anyone with Oracle will probably need to do this: >> >> Correct me if I'm wrong, but isn't Oracle violating the SQL spec by >> treating empty strings as equivalent to null? I expect that kind of >> behavior from MySQL, but from Oracle? That's unbelievable. >> >> -- >> http://www.linkedin.com/in/paultomblin >> http://careers.stackoverflow.com/ptomblin Regards Chris O'Kelly Web Administrator Minecorp Australia P: 07 3723 1000 M: 0450 586 190 Minecorp Australia 37 Murdoch Circuit Acacia Ridge QLD 4110 www.minecorp.com.au Sent Via a Mobile Device. From brennanma at gmail.com Fri Aug 31 13:13:56 2012 From: brennanma at gmail.com (Matt Brennan) Date: Fri, 31 Aug 2012 13:13:56 -0400 Subject: [rt-users] On Correspond, Take Unowned Ticket Message-ID: I am creating a new queue for some slightly less technical users at my company, and their manager has requested I set RT to have a user take ownership of an unowned ticket when they correspond on it via email. I have accomplished this, for the most part, by creating a scrip with the following: my $Ticket = $self->TicketObj; my $Transaction = $self->TransactionObj; my $CreatorId = $Transaction->CreatorObj->Id; $Ticket->SetOwner($CreatorId); The issue is, it shows up as "The RT System Itself - Given to user" which then generates a notification to the user that the message was given to them. I also considered change the last line such that: $Ticket->_Set(Field=>'Owner', Value=>$CreatorId, RecordTransaction=>0); But this obviously doesn't log the transaction, and I DO want to see the ownership change in the ticket's history. My question - can I run the SetOwner (or perhaps the _Set) command AS the $CreatorId for the transaction? My goal is for it to show up as "user - Taken" which will not generate the notification. Thanks, Matt From trs at bestpractical.com Fri Aug 31 13:14:04 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 31 Aug 2012 10:14:04 -0700 Subject: [rt-users] Users Autocomplete not working 4.0.7? In-Reply-To: <52E36A3C-AC1C-4377-A524-11720C6E56D1@geneseo.edu> References: <4C49EDA2-EEC5-4291-8315-5C9193EE76E2@geneseo.edu> <503F9CE1.9070502@bestpractical.com> <4BAAF978-97DC-4348-947C-67589C1CD264@geneseo.edu> <503FA514.1050705@bestpractical.com> <503FAAD2.6060907@bestpractical.com> <503FD1CF.5000209@bestpractical.com> <6EC76010-4087-46E0-B073-3741E717AFB1@geneseo.edu> <2DAE47A8-18AD-4CED-A622-7FD3234C299E@geneseo.edu> <34A2F650-732A-4FFF-9D5E-38A3BF4BCDF5@geneseo.edu> <52E36A3C-AC1C-4377-A524-11720C6E56D1@geneseo.edu> Message-ID: <5040F0DC.6020603@bestpractical.com> On 08/31/2012 06:40 AM, Shawn Plummer wrote: > According to this > http://thunderguy.com/semicolon/2003/04/26/oracle-empty-string-null/ > and the oracle DBA and developers here testing against '' an empty > string will not work with oracle. I've filed a bug for this regression and added you as a Cc so you'll get updates. Thanks for the digging. http://issues.bestpractical.com/Ticket/Display.html?id=20873 Thomas From emory-lundberg at uiowa.edu Fri Aug 31 13:49:36 2012 From: emory-lundberg at uiowa.edu (Lundberg, Emory) Date: Fri, 31 Aug 2012 17:49:36 +0000 Subject: [rt-users] custom actions for inserting multiple mixed v4/v6 IP addresses into a custom field. Message-ID: <61746C2CA99A094CAC2CABDDE259AF452607E76F@ITSNT437.iowa.uiowa.edu> I cannot seem to get a scrip that will accept multiple comma-seperated addresses from an email (or any correspondevent for that matter), only one address will be accepted. The scrip I am using is a custom action that looks like this: my $Ticket = $self->TicketObj; my $Transaction = $self->TransactionObj; my $body = $Transaction->Content(); my $cf = new RT::CustomField($RT::SystemUser); my $id; my $msg; my $queue = 'Testes'; #---IPS if($body =~ /X-addresses\:(.*)\n/i){ my $iplist = $1; ($id,$msg) = $cf->LoadByNameAndQueue (Name=>'ip-addresses', Queue=>$queue); ($id,$msg) = $Ticket->AddCustomFieldValue (Field => $cf, Value =>$iplist); } return(1); I'm not opposed to being told I'm going about this the wrong way; present practice for my RT install is to have a web form submit requests, currently that request will have an IP address field that is picked up by a similar scrip (in addition to x-fqdn, x-contact, x-OS, and other information being collected) and I was thinking a comma-seperated list of mixed ipv4,ipv6 could be snarfed in one line and, as long as RT's address parser validated it, we'd be in business. ? Never use your HawkID's email address and password anywhere else! Emory Lundberg, Security Friend Information Security & Policy Office, University of Iowa

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Subject: Updated: {$Ticket->Subject} >
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