From carlos.fuentes at rediris.es Mon Dec 3 04:27:41 2012 From: carlos.fuentes at rediris.es (Carlos Fuentes Bermejo) Date: Mon, 3 Dec 2012 10:27:41 +0100 Subject: [rt-users] rt-mailgate: undefined server error Message-ID: <82EB92DC-692C-4C1A-9566-E4EB9CCCEB3A@rediris.es> Hiya folks, Since a few days ago I'm having the following error: rt-mailgate: connecting to http://xxx.xxx.xxx.xxx//REST/1.0/NoAuth/mail-gateway An Error Occurred ================= 500 read timeout /path/to/my/rt/bin/rt-mailgate: undefined server error This is happening since I did migrate to RT 4.0.8, and not with all the incoming mail, just with mails which have attachments. Any ideas??? I forgot something to configure??? Cheers, Carlos -- Carlos Fuentes Bermejo Security Specialist - IRIS-CERT RedIRIS/Red.es Tel: 91 212 76 20/25 Ext: 5583 www.rediris.es - http://www.rediris.es/cert PGP key: http://www.rediris.es/keyserver -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 195 bytes Desc: Message signed with OpenPGP using GPGMail URL: From Albert.Shih at obspm.fr Mon Dec 3 06:21:45 2012 From: Albert.Shih at obspm.fr (Albert Shih) Date: Mon, 3 Dec 2012 12:21:45 +0100 Subject: [rt-users] =?utf-8?b?UGFnZSBub3QgZm91bmQgaHR0cDovLy7igKYuL0hBU0go?= =?utf-8?q?0x2af24643ee50=29?= In-Reply-To: <20121029165034.GA4141@jibsheet.com> References: <4FCF1A62-251C-4EE7-9E64-36AE3F2C71F4@rediris.es> <20121029165034.GA4141@jibsheet.com> Message-ID: <20121203112145.GA20815@pcjas.obspm.fr> Le 29/10/2012 ? 12:50:34-0400, Kevin Falcone a ?crit > On Mon, Oct 29, 2012 at 05:32:09PM +0100, Carlos Fuentes Bermejo wrote: > > I'm just upgraded to 4.0.8, I'm also using RT::Authen::ExternalAuth to > > login against a ldap server, and when I login into RT and I get a > > "Page not found", "The page you requested could not be found", the URL > > which I have in the browser is http://rt.com/HASH(0x?.), any > > ideas??? > > I assume you're using RT-Authen-ExternalAuth? > If so, you want to grab 0.12 released last week which resolves this. > Well....I've exactly same problem. I've erase the old RT-Authen-ExternalAuth by : rm -rf plugins/RT-Authen-ExternalAuth install the new version 0.12 from http://search.cpan.org/dist/RT-Authen-ExternalAuth/ but I still have this problem. I have do this three time. I'm using FreeBSD, with perl-5.14.2_2 and all ports is up2date. Regards. JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: lun 3 d?c 2012 12:18:02 CET From telmo.cardoso at gmail.com Mon Dec 3 13:30:14 2012 From: telmo.cardoso at gmail.com (Telmo Cardoso) Date: Mon, 3 Dec 2012 18:30:14 +0000 Subject: [rt-users] scrips...change due date on queue change Message-ID: Hi again, I would really like if someone could help me with this question, because its not hard, but its not working dunno why. I'm chaging due dates on queue change, based on ticket creation date. I have the following scrips: Condition: On Queue Change Action: User Defined Template: Blank Stage: TransactionCreate Custom action cleanup code: my $duedate = RT::Date->new($RT::SystemUser); my $hoursuntildue = 27; if ($self->TicketObj->QueueObj->Name eq "queueName") { $hoursuntildue = 9; } else { $hoursuntildue = 27; } use Business::Hours; my $hours = Business::Hours->new(); my $curtime = $self->TicketObj->CreatedObj->Get( Timezone => 'server' ); my $bus_hours_duetime = $hours->add_seconds ($curtime, ($hoursuntildue*60*60)); $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); return 1; This only fails on this line: my $curtime = $self->TicketObj->CreatedObj->Get( Timezone => 'server' ); If I place my $curtime=time; it will work. I have tried: my $curtime = $self->TicketObj->CreatedObj; and my $curtime = $self->TicketObj->CreatedObj->AsString; any help? Thanks Telmo Cardoso -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon Dec 3 13:50:21 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 03 Dec 2012 10:50:21 -0800 Subject: [rt-users] scrips...change due date on queue change In-Reply-To: References: Message-ID: <50BCF46D.3030704@bestpractical.com> On 12/03/2012 10:30 AM, Telmo Cardoso wrote: > This only fails on this line: > my $curtime = $self->TicketObj->CreatedObj->Get( Timezone => 'server' ); > > If I place my $curtime=time; it will work. You probably want $self->TicketObj->CreatedObj->Unix. Refer to http://bestpractical.com/rt/docs/4.0/RT/Date.html or `perldoc /opt/rt4/lib/RT/Date.pm`. > I have tried: > my $curtime = $self->TicketObj->CreatedObj; This returns an RT::Date object. > and > my $curtime = $self->TicketObj->CreatedObj->AsString; This returns a localized string. You may also be interested in looking at RT::Extension::SLA, which adds business hour calculations to ticket due dates based on SLAs you define. From trs at bestpractical.com Mon Dec 3 13:52:34 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 03 Dec 2012 10:52:34 -0800 Subject: [rt-users] =?utf-8?b?UGFnZSBub3QgZm91bmQgaHR0cDovLy7igKYuL0hBU0go?= =?utf-8?q?0x2af24643ee50=29?= In-Reply-To: <20121203112145.GA20815@pcjas.obspm.fr> References: <4FCF1A62-251C-4EE7-9E64-36AE3F2C71F4@rediris.es> <20121029165034.GA4141@jibsheet.com> <20121203112145.GA20815@pcjas.obspm.fr> Message-ID: <50BCF4F2.90005@bestpractical.com> On 12/03/2012 03:21 AM, Albert Shih wrote: > install the new version 0.12 from http://search.cpan.org/dist/RT-Authen-ExternalAuth/ > > but I still have this problem. > > I have do this three time. I suspect you never cleared the mason cache and the old code was still being used. From trs at bestpractical.com Mon Dec 3 13:53:38 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 03 Dec 2012 10:53:38 -0800 Subject: [rt-users] rt-mailgate: undefined server error In-Reply-To: <82EB92DC-692C-4C1A-9566-E4EB9CCCEB3A@rediris.es> References: <82EB92DC-692C-4C1A-9566-E4EB9CCCEB3A@rediris.es> Message-ID: <50BCF532.2060102@bestpractical.com> On 12/03/2012 01:27 AM, Carlos Fuentes Bermejo wrote: > Hiya folks, > > Since a few days ago I'm having the following error: > > rt-mailgate: connecting to > http://xxx.xxx.xxx.xxx//REST/1.0/NoAuth/mail-gateway An Error > Occurred ================= 500 read timeout > /path/to/my/rt/bin/rt-mailgate: undefined server error > > This is happening since I did migrate to RT 4.0.8, and not with all > the incoming mail, just with mails which have attachments. > > Any ideas??? I forgot something to configure??? The error implies that rt-mailgate times out while waiting for a response from the RT server. Is there anything in your web server logs? From Albert.Shih at obspm.fr Mon Dec 3 15:55:30 2012 From: Albert.Shih at obspm.fr (Albert Shih) Date: Mon, 3 Dec 2012 21:55:30 +0100 Subject: [rt-users] =?utf-8?b?UGFnZSBub3QgZm91bmQgaHR0cDovLy7igKYuL0hBU0go?= =?utf-8?q?0x2af24643ee50=29?= In-Reply-To: <50BCF4F2.90005@bestpractical.com> References: <4FCF1A62-251C-4EE7-9E64-36AE3F2C71F4@rediris.es> <20121029165034.GA4141@jibsheet.com> <20121203112145.GA20815@pcjas.obspm.fr> <50BCF4F2.90005@bestpractical.com> Message-ID: <20121203205530.GA22488@pcjas.obspm.fr> Le 03/12/2012 ? 10:52:34-0800, Thomas Sibley a ?crit > On 12/03/2012 03:21 AM, Albert Shih wrote: > > install the new version 0.12 from http://search.cpan.org/dist/RT-Authen-ExternalAuth/ > > > > but I still have this problem. > > > > I have do this three time. > > I suspect you never cleared the mason cache and the old code was still Right. > being used. Shame on me..... Thanks for the help... Regards. JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: lun 3 d?c 2012 21:54:59 CET From lenjaffe at jaffesystems.com Mon Dec 3 16:43:21 2012 From: lenjaffe at jaffesystems.com (Len Jaffe) Date: Mon, 3 Dec 2012 16:43:21 -0500 Subject: [rt-users] Create RT ticket via perl, within RT but not via web interface? Message-ID: I have a data collection app that needs to finish by created a ticket. The app itself is protected by RT's authentication (user and password), and the app uses RT's mason environment. RT::Client::REST is demanding a login. I don't have the user's credentials, so I figure I need to find the RT session cookie and pass that. What's the proper way to pull the session cookie out of $m or $r, and is this the best way to get the new ticket created? Thanks, Len. -- lenjaffe at jaffesystems.com 614-404-4214 www.lenjaffe.com Proprietor: http://www.theycomewithcheese.com/ - An Homage to Fromage Perl Advent Planet - Advent Calendars: Perlish and otherwise. Greenbar : Grubmaster: 2012-2009, Grub Asst: 2008, Trained: 2007. -------------- next part -------------- An HTML attachment was scrubbed... URL: From drey111 at gmail.com Mon Dec 3 16:50:57 2012 From: drey111 at gmail.com (Joe Harris) Date: Mon, 3 Dec 2012 16:50:57 -0500 Subject: [rt-users] On Correspond - Open ticket In-Reply-To: References: Message-ID: Nick, Did you hear any answers on this request? We are researching the exact same thing since moving from 3.8.9 to 4.0.5. On Fri, Nov 30, 2012 at 8:00 AM, Nick Fennell wrote: > Actually, some additional information to this. > > The scrip may in fact be working but from the opposite way to what I > want/expect. > > When customer correspondence is received, the ticket status (on a resolved > ticket) is set to Open. > > However, what I want is when correspondence is added to a ticket with status > = New, set it to Open. > > > -- > Nick Fennell > ApplianSys Support Team Leader > > ApplianSys Limited > University of Warwick Science Park > Business Innovation Centre > Harry Weston Road > Coventry CV3 2TX > > t: +44 (0) 870 7707 789 > s: nick-fennell > www.appliansys.com > > Our sales team sells by referral: > Less time looking for customers, more time looking after them > > Subscribe: http://eepurl.com/ibKtY > > On 30 Nov 2012, at 12:54, Nick Fennell wrote: > > Hi All, > > I have a Scrip defined as follows; > > Description: On correspond Open Ticket > Condition: On Correspond > Action: Open Tickets > Template: Global template: Blank > Stage: TransactionCreate > > This worked on RT3.8.8 but now doesn't work on RT4.0.8 > > The only item of relevance I can see in the log file; > > {{{ > Skipping Scrip #1 because it didn't Prepare > (/opt/rt4/sbin/../lib/RT/Scrips.pm:237) > }}} > > Any ideas? > > Thanks. > -- > Nick Fennell > ApplianSys Support Team Leader > > ApplianSys Limited > University of Warwick Science Park > Business Innovation Centre > Harry Weston Road > Coventry CV3 2TX > > t: +44 (0) 870 7707 789 > s: nick-fennell > www.appliansys.com > > Our sales team sells by referral: > Less time looking for customers, more time looking after them > > Subscribe: http://eepurl.com/ibKtY > > > > -------- > We're hiring! http://bestpractical.com/jobs > From trs at bestpractical.com Mon Dec 3 17:12:57 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 03 Dec 2012 14:12:57 -0800 Subject: [rt-users] Create RT ticket via perl, within RT but not via web interface? In-Reply-To: References: Message-ID: <50BD23E9.80505@bestpractical.com> On 12/03/2012 01:43 PM, Len Jaffe wrote: > I have a data collection app that needs to finish by created a ticket. > The app itself is protected by RT's authentication (user and password), > and the app uses RT's mason environment. > > RT::Client::REST is demanding a login. I don't have the user's > credentials, so I figure I need to find the RT session cookie and pass that. > > What's the proper way to pull the session cookie out of $m or $r, and is > this the best way to get the new ticket created? Since you're using RT's Mason handling, you should use the Perl API directly instead of using the REST API via RT::Client::REST. Using REST would be an added level of indirection and complexity in that scenario. You want to look at the CreateTicket() function provided to Mason components by RT::Interface::Web and how it's used elsewhere. In a nutshell, it constructs an RT::Ticket object using $session{CurrentUser} (an RT::CurrentUser object) as the current user and then calls ->Create. Use perldoc to read the Perl API doc, or browse our doc site: http://bestpractical.com/rt/docs/4.0/ Some parts of the doc are much better than others, but as a baseline it's a good start. From georgi-georgiev-bestpractical at japannext.co.jp Mon Dec 3 20:04:26 2012 From: georgi-georgiev-bestpractical at japannext.co.jp (Georgi Georgiev) Date: Tue, 4 Dec 2012 10:04:26 +0900 Subject: [rt-users] =?utf-8?b?UGFnZSBub3QgZm91bmQgaHR0cDovLy7igKYuL0hBU0go?= =?utf-8?q?0x2af24643ee50=29?= In-Reply-To: <20121203112145.GA20815@pcjas.obspm.fr> References: <4FCF1A62-251C-4EE7-9E64-36AE3F2C71F4@rediris.es> <20121029165034.GA4141@jibsheet.com> <20121203112145.GA20815@pcjas.obspm.fr> Message-ID: <20121204010425.GB23596@jnext-0013.corp.japannext.co.jp> Quoting Albert Shih at 03/12/2012-12:21:45(+0100): > Le 29/10/2012 ? 12:50:34-0400, Kevin Falcone a ?crit > > On Mon, Oct 29, 2012 at 05:32:09PM +0100, Carlos Fuentes Bermejo wrote: > > > I'm just upgraded to 4.0.8, I'm also using RT::Authen::ExternalAuth to > > > login against a ldap server, and when I login into RT and I get a > > > "Page not found", "The page you requested could not be found", the URL > > > which I have in the browser is http://rt.com/HASH(0x?.), any > > > ideas??? > > > > I assume you're using RT-Authen-ExternalAuth? > > If so, you want to grab 0.12 released last week which resolves this. > > > > Well....I've exactly same problem. > > I've erase the old RT-Authen-ExternalAuth by : > > rm -rf plugins/RT-Authen-ExternalAuth > > install the new version 0.12 from http://search.cpan.org/dist/RT-Authen-ExternalAuth/ > > but I still have this problem. > > I have do this three time. > > I'm using FreeBSD, with > > perl-5.14.2_2 > > and all ports is up2date. I had the same problem and I fixed it by wiping out all the rt caches after upgrading RT-Authen-ExternalAuth. rm -rf /var/cache/rt/*/* Specifically, these are the mason_cache and session_data directories (I left the directories around, though). From carlos.fuentes at rediris.es Mon Dec 3 20:24:58 2012 From: carlos.fuentes at rediris.es (Carlos Fuentes Bermejo) Date: Tue, 4 Dec 2012 02:24:58 +0100 Subject: [rt-users] rt-mailgate: undefined server error In-Reply-To: <50BCF532.2060102@bestpractical.com> References: <82EB92DC-692C-4C1A-9566-E4EB9CCCEB3A@rediris.es> <50BCF532.2060102@bestpractical.com> Message-ID: <1F487D78-9F04-448A-A31B-3BE43866F87A@rediris.es> Hi Thomas, Nothing on the web server logs. Cheers, Carlos El 03/12/2012, a las 19:53, Thomas Sibley escribi?: > On 12/03/2012 01:27 AM, Carlos Fuentes Bermejo wrote: >> Hiya folks, >> >> Since a few days ago I'm having the following error: >> >> rt-mailgate: connecting to >> http://xxx.xxx.xxx.xxx//REST/1.0/NoAuth/mail-gateway An Error >> Occurred ================= 500 read timeout >> /path/to/my/rt/bin/rt-mailgate: undefined server error >> >> This is happening since I did migrate to RT 4.0.8, and not with all >> the incoming mail, just with mails which have attachments. >> >> Any ideas??? I forgot something to configure??? > > The error implies that rt-mailgate times out while waiting for a > response from the RT server. Is there anything in your web server logs? > -------- > We're hiring! http://bestpractical.com/jobs -- Carlos Fuentes Bermejo Security Specialist - IRIS-CERT RedIRIS/Red.es Tel: 91 212 76 20/25 Ext: 5583 www.rediris.es - http://www.rediris.es/cert PGP key: http://www.rediris.es/keyserver From Albert.Shih at obspm.fr Tue Dec 4 04:12:41 2012 From: Albert.Shih at obspm.fr (Albert Shih) Date: Tue, 4 Dec 2012 10:12:41 +0100 Subject: [rt-users] rt-mailgate fallback Message-ID: <20121204091241.GA27857@pcjas.obspm.fr> Hi, I would like to known if they are any solution to have a fallback solution about rt-mailgate with procmail. Actually I've something like in the .procmailrc # # Spam # :0: # spam * ^X-Spam-Status: YES* ! humain.address :0: |/usr/bin/rt-mailgate --queue Support --action correspond --url https://ULR_OF_RT the problem is sometime the RT website is down (power failure) and in that case the mail is lost. How can I tell rt-mailgate (or procmail) to send the mail to humain.address only if the rt-mailgate failed Regards. JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: mar 4 d?c 2012 10:08:17 CET From smithj4 at bnl.gov Tue Dec 4 07:02:46 2012 From: smithj4 at bnl.gov (Jason A. Smith) Date: Tue, 04 Dec 2012 07:02:46 -0500 Subject: [rt-users] rt-mailgate fallback In-Reply-To: <20121204091241.GA27857@pcjas.obspm.fr> References: <20121204091241.GA27857@pcjas.obspm.fr> Message-ID: <50BDE666.3080204@bnl.gov> I think what you want to do is add a rule like this right below your pipe to rt-mailgate rule. This tells procmail to trap the error from the failed rt-mailgate delivery and retry later: # If RT delivery failed, return it to the mail queue, the MTA # will retry delivery later (75 is the value for EX_TEMPFAIL # in /usr/include/sysexits.h): :0 e { EXITCODE=75 HOST } On 12/04/2012 04:12 AM, Albert Shih wrote: > Hi, > > I would like to known if they are any solution to have a fallback solution > about rt-mailgate with procmail. > > Actually I've something like in the .procmailrc > > # > # Spam > # > :0: # spam > * ^X-Spam-Status: YES* > ! humain.address > > :0: > |/usr/bin/rt-mailgate --queue Support --action correspond --url https://ULR_OF_RT > > > the problem is sometime the RT website is down (power failure) and in that > case the mail is lost. > > How can I tell rt-mailgate (or procmail) to send the mail to humain.address only if the rt-mailgate failed > > Regards. > > JAS > > > From l.loskot at seznam.cz Tue Dec 4 12:01:14 2012 From: l.loskot at seznam.cz (=?iso-8859-2?Q?Luk=E1=B9_Loskot?=) Date: Tue, 4 Dec 2012 18:01:14 +0100 Subject: [rt-users] Page not found http://.?./HASH(0x2af24643ee50) Message-ID: <000001cdd240$f8adc4d0$ea094e70$@seznam.cz> Hi, I have just solved the same problem during weekend. Delete the mason cache and restart the apache. In my instalation the cache lives here: /var/cache/request-tracker4/mason_data/ I placed folowing command to my favourites and thinking of placing it in the apache2 restart routines: rm -rf /var/cache/request-tracker4/mason_data/obj/* Regards, Lukas Loskot Le 29/10/2012 ? 12:50:34-0400, Kevin Falcone a ?crit > On Mon, Oct 29, 2012 at 05:32:09PM +0100, Carlos Fuentes Bermejo wrote: > > I'm just upgraded to 4.0.8, I'm also using RT::Authen::ExternalAuth to > > login against a ldap server, and when I login into RT and I get a > > "Page not found", "The page you requested could not be found", the URL > > which I have in the browser is http://rt.com/HASH(0x?.), any > > ideas??? > > I assume you're using RT-Authen-ExternalAuth? > If so, you want to grab 0.12 released last week which resolves this. > Well....I've exactly same problem. I've erase the old RT-Authen-ExternalAuth by : rm -rf plugins/RT-Authen-ExternalAuth install the new version 0.12 from http://search.cpan.org/dist/RT-Authen-ExternalAuth/ but I still have this problem. I have do this three time. I'm using FreeBSD, with perl-5.14.2_2 and all ports is up2date. Regards. JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: lun 3 d?c 2012 12:18:02 CET From falcone at bestpractical.com Tue Dec 4 13:18:49 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Dec 2012 10:18:49 -0800 Subject: [rt-users] On Correspond - Open ticket In-Reply-To: References: Message-ID: <20121204181849.GA1952@jibsheet.com> On Fri, Nov 30, 2012 at 01:00:54PM +0000, Nick Fennell wrote: > Actually, some additional information to this. > The scrip may in fact be working but from the opposite way to what I want/expect. > When customer correspondence is received, the ticket status (on a resolved ticket) is set to > Open. > However, what I want is when correspondence is added to a ticket with status = New, set it to > Open. On Correspond Open Tickets will flip a ticket from new -> open or resolved -> open when correspondence happens. Please note that it has a lot of tweaks (so, if a requestor requests a ticket and then replies to the Autoreply email, it won't go new -> open) and other related things. You can read more about the action here http://bestpractical.com/rt/docs/latest/RT/Action/AutoOpen.html -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Dec 4 13:19:55 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Dec 2012 10:19:55 -0800 Subject: [rt-users] Adding CF value to Subject In-Reply-To: References: Message-ID: <20121204181955.GB1952@jibsheet.com> On Thu, Nov 29, 2012 at 07:37:55PM -0000, Jim Tambling wrote: > How would I go about inserting the value of a custom field to the subject line on ticket > creation? Do you want to change the Subject of the ticket or change the subject of outgoing emails? If the former, write a Scrip to do On Create User Defined and in the User Defined section, write a SetSubject call. If the latter, update the relevant templates to include a FirstCustomField('My Field') in the Subject: field. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From trs at bestpractical.com Tue Dec 4 13:45:24 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 04 Dec 2012 10:45:24 -0800 Subject: [rt-users] rt-mailgate fallback In-Reply-To: <20121204091241.GA27857@pcjas.obspm.fr> References: <20121204091241.GA27857@pcjas.obspm.fr> Message-ID: <50BE44C4.8090609@bestpractical.com> On 12/04/2012 01:12 AM, Albert Shih wrote: > :0: > |/usr/bin/rt-mailgate --queue Support --action correspond --url https://ULR_OF_RT > > > the problem is sometime the RT website is down (power failure) and in that > case the mail is lost. > > How can I tell rt-mailgate (or procmail) to send the mail to humain.address only if the rt-mailgate failed Your rt-mailgate procmail recipe should start with :0w not :0: The w indicates procmail should wait for rt-mailgate to return and use its exit code. From falcone at bestpractical.com Tue Dec 4 13:54:14 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Dec 2012 10:54:14 -0800 Subject: [rt-users] LDAP & Mac OS X Server OD In-Reply-To: <9E86FB56-A086-49E5-AB60-9B70200A0A87@bpisys.com> References: <9E86FB56-A086-49E5-AB60-9B70200A0A87@bpisys.com> Message-ID: <20121204185414.GC1952@jibsheet.com> On Thu, Nov 29, 2012 at 03:44:30PM -0600, Erich Prinz wrote: > Installed on Ubuntu 10.04 server and need to authenticate to the OD > running on a OS X 10.6.8 server. We currently have the users log into > the Ubuntu box via thin clients (LTSP) and utilize kerberos tickets > (PAM SASL) from the OD machine. Yet it seems even the simplest of > configs breaks RT. > I've installed the RT::Authen::ExternalAuth plugin and have done a very basic config. > > Adding Set($LogToFile , 'debug'); to RT_SiteConfig.pm breaks RT. Zero > response in the web gui and nothing (RT) gets logged in > /var/log/syslog or /var/log/messages after restart of the web server. Does the default of /opt/rt4/var/log/rt.log exist and is the file writable? Depending on your apache configuration, RT's complaint about writing to that file may be eaten. Try just logging to $LogToScreen instead so that it ends up in the normal apache logs. > RT: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_INVALID_DN_SYNTAX 34 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:495) This implies your server probably doesn't like > 'user' => 'admin', > 'pass' => 'xxxxx', This format for username. You may need to use a full DN format, depends on the server. You can test with a tiny Net::LDAP script or the command line ldapsearch program. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From Angel.Vega at jhuapl.edu Tue Dec 4 16:17:02 2012 From: Angel.Vega at jhuapl.edu (Vega, Angel L.) Date: Tue, 4 Dec 2012 16:17:02 -0500 Subject: [rt-users] Rest Interface: Create New Ticket Message-ID: <068F06DC4D106941B297C0C5F9F446EA48BDB48B00@aplesstripe.dom1.jhuapl.edu> Hello, I've been reviewing the section on how to create a new ticket through the REST interface. Could you give me an example on how the following instruction would be implemented in Perl? To create a new ticket: post on /REST/1.0/ticket/new with a variable named "content", containing "key: value" line by line Thanks, Angel -------------- next part -------------- An HTML attachment was scrubbed... URL: From johnj at msu.edu Tue Dec 4 17:12:54 2012 From: johnj at msu.edu (John Johnston) Date: Tue, 04 Dec 2012 17:12:54 -0500 Subject: [rt-users] Rest Interface: Create New Ticket In-Reply-To: <068F06DC4D106941B297C0C5F9F446EA48BDB48B00@aplesstripe.dom1.jhuapl.edu> References: <068F06DC4D106941B297C0C5F9F446EA48BDB48B00@aplesstripe.dom1.jhuapl.edu> Message-ID: <50BE7566.9040104@msu.edu> We are using something like this: my $ticket = RT::Client::REST::Ticket->new( rt => $rt, queue => "General", subject => "$your_subject", status => "new", requestor => [$your_netid], cf => { 'public' => $your_public, }, )->store(text => "$your_comments"); Where $your_subject, $your_netid, $your_public, and $your_comments are returned by the form once submit is pushed. Note that "requestor" is submitted as an array type object. "cf" is a custom field. You'll also need some sort of "login" section placed beforehand, and an identification of the server/interface to use. For instance: my $rt = RT::Client::REST->new( server => ($ENV{RTSERVER} || 'http://your.rt.domain.com'), ); $rt->login( username=> "yourAdmin", password=> "yourPass", ); So you create the RT object $rt, login to it, and then create your ticket. Hope that helps. J. On 12/4/12 4:17 PM, Vega, Angel L. wrote: > > Hello, > > I've been reviewing the section > on how to create > a new ticket through the REST interface. Could you give me an example > on how the following instruction would be implemented in Perl? > > /To create a new ticket: post on /|//REST/1.0/ticket/new/|/with a > variable named "/|/content/|/", containing "/|/key: value/|/" line by > line/ > > Thanks, > > Angel > > > > -------- > We're hiring! http://bestpractical.com/jobs -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Wed Dec 5 10:11:54 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Wed, 5 Dec 2012 09:11:54 -0600 Subject: [rt-users] Slower ticket display with RT-IR installed Message-ID: <20121205151154.GC14743@aart.rice.edu> Dear RT community, I have been trying to track down some ticket display slowdowns for our upgrade from 3.8.5 to 3.8.13+security patches. One difference in the new version is that we have the latest RT-IR installed. Now there is a noticable pause during the population of the ticket metadata right after the "The Basics" pane. When I enabled query logging in the DB (postgreSQL), I see almost 700 queries of the type: 2012-12-05 08:57:40.365 CSTLOG: duration: 0.325 ms statement: SELECT DISTINCT main.* FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (LOWER(main.Name) = 'constituency') AND (ObjectCustomFields_1.ObjectId = '28') AND (main.LookupType = 'RT::Queue-RT::Ticket') ORDER BY main.Disabled ASC LIMIT 1 2012-12-05 08:57:40.366 CSTLOG: duration: 0.512 ms statement: SELECT DISTINCT main.* FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (LOWER(main.Name) = 'constituency') AND (ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket') ORDER BY main.Disabled ASC LIMIT 1 That is a .3 seconds total for something that is essentially repeating the same two queries back to back that take a total of 0.85 ms. Is there something that I have misconfigured? Any ideas? I have attached the full set of queries. Regards, Ken -------------- next part -------------- A non-text attachment was scrubbed... Name: rt-ir-queries.gz Type: application/x-gzip Size: 9750 bytes Desc: not available URL: From ruz at bestpractical.com Wed Dec 5 10:55:23 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 5 Dec 2012 19:55:23 +0400 Subject: [rt-users] Slower ticket display with RT-IR installed In-Reply-To: <20121205151154.GC14743@aart.rice.edu> References: <20121205151154.GC14743@aart.rice.edu> Message-ID: On Wed, Dec 5, 2012 at 7:11 PM, ktm at rice.edu wrote: > Dear RT community, > > I have been trying to track down some ticket display slowdowns for our > upgrade from 3.8.5 to 3.8.13+security patches. One difference in the > new version is that we have the latest RT-IR installed. Now there is > a noticable pause during the population of the ticket metadata right > after the "The Basics" pane. When I enabled query logging in the DB > (postgreSQL), I see almost 700 queries of the type: > > 2012-12-05 08:57:40.365 CSTLOG: duration: 0.325 ms statement: SELECT DISTINCT main.* FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (LOWER(main.Name) = 'constituency') AND (ObjectCustomFields_1.ObjectId = '28') AND (main.LookupType = 'RT::Queue-RT::Ticket') ORDER BY main.Disabled ASC LIMIT 1 > 2012-12-05 08:57:40.366 CSTLOG: duration: 0.512 ms statement: SELECT DISTINCT main.* FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (LOWER(main.Name) = 'constituency') AND (ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket') ORDER BY main.Disabled ASC LIMIT 1 > > That is a .3 seconds total for something that is essentially repeating > the same two queries back to back that take a total of 0.85 ms. Is there > something that I have misconfigured? Any ideas? I have attached the full > set of queries. 1) File a bug, we should try to avoid running this queries for not RTIR tickets. 2) Send explain of the query 3) Optimize execution with an index or two, it shouldn't take that long to load a CF > Regards, > Ken > > -------- > We're hiring! http://bestpractical.com/jobs -- Best regards, Ruslan. From ktm at rice.edu Wed Dec 5 12:31:11 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Wed, 5 Dec 2012 11:31:11 -0600 Subject: [rt-users] Slower ticket display with RT-IR installed In-Reply-To: References: <20121205151154.GC14743@aart.rice.edu> Message-ID: <20121205173111.GE14743@aart.rice.edu> On Wed, Dec 05, 2012 at 07:55:23PM +0400, Ruslan Zakirov wrote: > On Wed, Dec 5, 2012 at 7:11 PM, ktm at rice.edu wrote: > > Dear RT community, > > > > I have been trying to track down some ticket display slowdowns for our > > upgrade from 3.8.5 to 3.8.13+security patches. One difference in the > > new version is that we have the latest RT-IR installed. Now there is > > a noticable pause during the population of the ticket metadata right > > after the "The Basics" pane. When I enabled query logging in the DB > > (postgreSQL), I see almost 700 queries of the type: > > > > 2012-12-05 08:57:40.365 CSTLOG: duration: 0.325 ms statement: SELECT DISTINCT main.* FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (LOWER(main.Name) = 'constituency') AND (ObjectCustomFields_1.ObjectId = '28') AND (main.LookupType = 'RT::Queue-RT::Ticket') ORDER BY main.Disabled ASC LIMIT 1 > > 2012-12-05 08:57:40.366 CSTLOG: duration: 0.512 ms statement: SELECT DISTINCT main.* FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (LOWER(main.Name) = 'constituency') AND (ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket') ORDER BY main.Disabled ASC LIMIT 1 > > > > That is a .3 seconds total for something that is essentially repeating > > the same two queries back to back that take a total of 0.85 ms. Is there > > something that I have misconfigured? Any ideas? I have attached the full > > set of queries. > > 1) File a bug, we should try to avoid running this queries for not RTIR tickets. > 2) Send explain of the query > 3) Optimize execution with an index or two, it shouldn't take that > long to load a CF > Hi Ruslan, I will log a bug report. Here are the EXPLAIN commands for these two queries: rt3813=# explain analyze SELECT DISTINCT main.* FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (LOWER(main.Name) = 'constituency') AND (ObjectCustomFields_1.ObjectId = '27') AND (main.LookupType = 'RT::Queue-RT::Ticket') ORDER BY main.Disabled ASC LIMIT 1; QUERY PLAN ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Limit (cost=3.60..3.64 rows=1 width=99) (actual time=0.051..0.051 rows=0 loops=1) -> Unique (cost=3.60..3.64 rows=1 width=99) (actual time=0.050..0.050 rows=0 loops=1) -> Sort (cost=3.60..3.61 rows=1 width=99) (actual time=0.049..0.049 rows=0 loops=1) Sort Key: main.disabled, main.id, main.name, main.type, main.description, main.sortorder, main.creator, main.created, main.lastupdatedby, main.lastupdated, main.repeated, main.pattern, main.maxvalues Sort Method: quicksort Memory: 25kB -> Nested Loop (cost=0.00..3.59 rows=1 width=99) (actual time=0.034..0.034 rows=0 loops=1) -> Index Scan using objectcustomfields_1 on objectcustomfields objectcustomfields_1 (cost=0.00..1.06 rows=5 width=4) (actual time=0.006..0.008 rows=5 loops=1) Index Cond: (objectid = 27) -> Index Scan using customfields_pkey on customfields main (cost=0.00..0.48 rows=1 width=99) (actual time=0.004..0.004 rows=0 loops=5) Index Cond: (id = objectcustomfields_1.customfield) Filter: (((lookuptype)::text = 'RT::Queue-RT::Ticket'::text) AND (lower((name)::text) = 'constituency'::text)) Rows Removed by Filter: 1 Total runtime: 0.107 ms (13 rows) rt3813=# explain analyze SELECT DISTINCT main.* FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (LOWER(main.Name) = 'constituency') AND (ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket') ORDER BY main.Disabled ASC LIMIT 1; QUERY PLAN ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Limit (cost=13.64..13.68 rows=1 width=99) (actual time=0.274..0.274 rows=0 loops=1) -> Unique (cost=13.64..13.68 rows=1 width=99) (actual time=0.273..0.273 rows=0 loops=1) -> Sort (cost=13.64..13.65 rows=1 width=99) (actual time=0.273..0.273 rows=0 loops=1) Sort Key: main.disabled, main.id, main.name, main.type, main.description, main.sortorder, main.creator, main.created, main.lastupdatedby, main.lastupdated, main.repeated, main.pattern, main.maxvalues Sort Method: quicksort Memory: 25kB -> Hash Join (cost=10.28..13.63 rows=1 width=99) (actual time=0.265..0.265 rows=0 loops=1) Hash Cond: (objectcustomfields_1.customfield = main.id) -> Index Scan using objectcustomfields_1 on objectcustomfields objectcustomfields_1 (cost=0.00..3.16 rows=44 width=4) (actual time=0.005..0.025 rows=43 loops=1) Index Cond: (objectid = 0) -> Hash (cost=10.25..10.25 rows=1 width=99) (actual time=0.226..0.226 rows=2 loops=1) Buckets: 1024 Batches: 1 Memory Usage: 1kB -> Seq Scan on customfields main (cost=0.00..10.25 rows=1 width=99) (actual time=0.197..0.223 rows=2 loops=1) Filter: (((lookuptype)::text = 'RT::Queue-RT::Ticket'::text) AND (lower((name)::text) = 'constituency'::text)) Rows Removed by Filter: 258 Total runtime: 0.314 ms (15 rows) Regards, Ken From ruz at bestpractical.com Wed Dec 5 14:23:36 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 5 Dec 2012 23:23:36 +0400 Subject: [rt-users] Slower ticket display with RT-IR installed In-Reply-To: <20121205173111.GE14743@aart.rice.edu> References: <20121205151154.GC14743@aart.rice.edu> <20121205173111.GE14743@aart.rice.edu> Message-ID: On Wed, Dec 5, 2012 at 9:31 PM, ktm at rice.edu wrote: > On Wed, Dec 05, 2012 at 07:55:23PM +0400, Ruslan Zakirov wrote: >> On Wed, Dec 5, 2012 at 7:11 PM, ktm at rice.edu wrote: >> > Dear RT community, >> > >> > I have been trying to track down some ticket display slowdowns for our >> > upgrade from 3.8.5 to 3.8.13+security patches. One difference in the >> > new version is that we have the latest RT-IR installed. Now there is >> > a noticable pause during the population of the ticket metadata right >> > after the "The Basics" pane. When I enabled query logging in the DB >> > (postgreSQL), I see almost 700 queries of the type: >> > >> > 2012-12-05 08:57:40.365 CSTLOG: duration: 0.325 ms statement: SELECT DISTINCT main.* FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (LOWER(main.Name) = 'constituency') AND (ObjectCustomFields_1.ObjectId = '28') AND (main.LookupType = 'RT::Queue-RT::Ticket') ORDER BY main.Disabled ASC LIMIT 1 >> > 2012-12-05 08:57:40.366 CSTLOG: duration: 0.512 ms statement: SELECT DISTINCT main.* FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (LOWER(main.Name) = 'constituency') AND (ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket') ORDER BY main.Disabled ASC LIMIT 1 >> > >> > That is a .3 seconds total for something that is essentially repeating >> > the same two queries back to back that take a total of 0.85 ms. Is there >> > something that I have misconfigured? Any ideas? I have attached the full >> > set of queries. >> >> 1) File a bug, we should try to avoid running this queries for not RTIR tickets. >> 2) Send explain of the query >> 3) Optimize execution with an index or two, it shouldn't take that >> long to load a CF >> > > Hi Ruslan, > > I will log a bug report. Here are the EXPLAIN commands for these two queries: I think Pg may benefit from one of the following indexes: CREATE INDEX CFS_RUZ1 ON CustomFields(LOWER(Name), LOWER(LookupType)); CREATE INDEX CFS_RUZ1 ON CustomFields(LOWER(LookupType), LOWER(Name)); CREATE INDEX CFS_RUZ1 ON CustomFields(LOWER(Name)); To pick one that is most suitable the following steps should be taken: 1) collect all queries that RT executes during a day or a week 2) grep those that involve CustomFields table 3) analyse the set to pick one index that works in all cases In any case a ticket on issues.bps would be helpful to track it. > rt3813=# explain analyze SELECT DISTINCT main.* FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (LOWER(main.Name) = 'constituency') AND (ObjectCustomFields_1.ObjectId = '27') AND (main.LookupType = 'RT::Queue-RT::Ticket') ORDER BY main.Disabled ASC LIMIT 1; > QUERY PLAN > ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- > Limit (cost=3.60..3.64 rows=1 width=99) (actual time=0.051..0.051 rows=0 loops=1) > -> Unique (cost=3.60..3.64 rows=1 width=99) (actual time=0.050..0.050 rows=0 loops=1) > -> Sort (cost=3.60..3.61 rows=1 width=99) (actual time=0.049..0.049 rows=0 loops=1) > Sort Key: main.disabled, main.id, main.name, main.type, main.description, main.sortorder, main.creator, main.created, main.lastupdatedby, main.lastupdated, main.repeated, main.pattern, main.maxvalues > Sort Method: quicksort Memory: 25kB > -> Nested Loop (cost=0.00..3.59 rows=1 width=99) (actual time=0.034..0.034 rows=0 loops=1) > -> Index Scan using objectcustomfields_1 on objectcustomfields objectcustomfields_1 (cost=0.00..1.06 rows=5 width=4) (actual time=0.006..0.008 rows=5 loops=1) > Index Cond: (objectid = 27) > -> Index Scan using customfields_pkey on customfields main (cost=0.00..0.48 rows=1 width=99) (actual time=0.004..0.004 rows=0 loops=5) > Index Cond: (id = objectcustomfields_1.customfield) > Filter: (((lookuptype)::text = 'RT::Queue-RT::Ticket'::text) AND (lower((name)::text) = 'constituency'::text)) > Rows Removed by Filter: 1 > Total runtime: 0.107 ms > (13 rows) > > rt3813=# explain analyze SELECT DISTINCT main.* FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (LOWER(main.Name) = 'constituency') AND (ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket') ORDER BY main.Disabled ASC LIMIT 1; > QUERY PLAN > ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- > Limit (cost=13.64..13.68 rows=1 width=99) (actual time=0.274..0.274 rows=0 loops=1) > -> Unique (cost=13.64..13.68 rows=1 width=99) (actual time=0.273..0.273 rows=0 loops=1) > -> Sort (cost=13.64..13.65 rows=1 width=99) (actual time=0.273..0.273 rows=0 loops=1) > Sort Key: main.disabled, main.id, main.name, main.type, main.description, main.sortorder, main.creator, main.created, main.lastupdatedby, main.lastupdated, main.repeated, main.pattern, main.maxvalues > Sort Method: quicksort Memory: 25kB > -> Hash Join (cost=10.28..13.63 rows=1 width=99) (actual time=0.265..0.265 rows=0 loops=1) > Hash Cond: (objectcustomfields_1.customfield = main.id) > -> Index Scan using objectcustomfields_1 on objectcustomfields objectcustomfields_1 (cost=0.00..3.16 rows=44 width=4) (actual time=0.005..0.025 rows=43 loops=1) > Index Cond: (objectid = 0) > -> Hash (cost=10.25..10.25 rows=1 width=99) (actual time=0.226..0.226 rows=2 loops=1) > Buckets: 1024 Batches: 1 Memory Usage: 1kB > -> Seq Scan on customfields main (cost=0.00..10.25 rows=1 width=99) (actual time=0.197..0.223 rows=2 loops=1) > Filter: (((lookuptype)::text = 'RT::Queue-RT::Ticket'::text) AND (lower((name)::text) = 'constituency'::text)) > Rows Removed by Filter: 258 > Total runtime: 0.314 ms > (15 rows) > > Regards, > Ken -- Best regards, Ruslan. From WJEdsall at dow.com Wed Dec 5 16:03:16 2012 From: WJEdsall at dow.com (Edsall, William (WJ)) Date: Wed, 5 Dec 2012 21:03:16 +0000 Subject: [rt-users] CommandByMail custom field, Select Multiple Values, List Message-ID: Is it possible to use commandbymail to change a 'checkbox' for select multiple values in a list? I can't figure out the syntax. Thanks, William -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Dec 5 21:05:30 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 05 Dec 2012 18:05:30 -0800 Subject: [rt-users] Create RT ticket via perl, within RT but not via web interface? In-Reply-To: References: <50BD23E9.80505@bestpractical.com> Message-ID: <50BFFD6A.4050800@bestpractical.com> Please keep mail on the list for future folks to find. On 12/05/2012 05:41 PM, Len Jaffe wrote: > You were right. I could not find any examples, and I've discovered that > CreateTicket, while it lived in RT/Interface/Web.pm, there is a second > package statement in the middle of that file, above the definition of > CreateTicket, that declares package HTML::Mason::Commands. There are a definitely a few places in RT (under share/html/) that call CreateTicket: tom at whaam rt (4.0-trunk=) $ grep -rl CreateTicket share/html/ share/html/Elements/CreateTicket share/html/Elements/Tabs share/html/Elements/ShowLinks share/html/Elements/SelectQueue share/html/Tools/Offline.html share/html/index.html share/html/SelfService/Display.html share/html/SelfService/CreateTicketInQueue.html share/html/Ticket/Display.html share/html/m/ticket/select_create_queue share/html/m/ticket/show > So I had to call HTML::Mason::Commands::CreateTicket(0 which was > unexpected and took me a while to suss out. All Mason files -- and you said you were inside RT's mason framework -- use the HTML::Mason::Commands package. You don't need to fully qualify the call to CreateTicket(), you can just call it if you're in a Mason file. Thomas From maier at idowa.de Thu Dec 6 03:55:20 2012 From: maier at idowa.de (Stefan Maier) Date: Thu, 06 Dec 2012 09:55:20 +0100 Subject: [rt-users] On Correspond Scrips Message-ID: <50C05D78.8010509@idowa.de> Hi, We are running rt 4.0.6 (upgraded from an rt3) and are having an issue were our tickets are not set to open when the requestor replies to a closed ticket. (It used to do that) After some digging I found out there is a scrip that's supposed to do that via "On Correspond" - "Open Tickets" - "Blank" - "Transaction Create". But according to the log file this Scrip is never triggered. Should On Correspond be triggered by emails from the requestor? If not how do I get that functionality; if yes any idea what might be wrong? Thanks in advance, Stefan Maier -- Mit freundlichen Gr??en Stefan Maier ========================================================== Straubinger Tagblatt EDV-Abteilung FON: +49 9421 940 5382 Ludwigsplatz 32 FAX: +49 9421 940 5399 94315 Straubing http://www.idowa.de E-Mail: maier at idowa.de ========================================================== Zeitungsgruppe Straubinger Tagblatt / Landshuter Zeitung Cl. Attenkofer'sche Buch- und Kunstdruckerei Verlagsbuchhandlung Straubing KG Registergericht: Amtsgericht Straubing, HRA 1118 ========================================================== From Anton_Roth at gmx.de Thu Dec 6 05:24:09 2012 From: Anton_Roth at gmx.de (Anton Roth) Date: Thu, 6 Dec 2012 11:24:09 +0100 Subject: [rt-users] Mailserver on foreign system In-Reply-To: <50C05D78.8010509@idowa.de> References: <50C05D78.8010509@idowa.de> Message-ID: <6CD5A90DA28448AA832B85457F5DC175@AntonRothPC> Hi, I have a question regarding the mailserver for the RT system. Currently it is running on a dynamic IP, which has no MX records going with it, so I cannot get postfix to work on it. Now the question is, even if I get it to work, there is a good chance that a dial in server will be blocked, so I wonder if RT is capable of using a normal IMAP / SMTP combination to handle communications, and if so, is there documentation? (only thing I found was rt-mailgate, but that is not what I was looking for) Thanks, Anton From ruz at bestpractical.com Thu Dec 6 06:47:34 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 6 Dec 2012 15:47:34 +0400 Subject: [rt-users] Mailserver on foreign system In-Reply-To: <6CD5A90DA28448AA832B85457F5DC175@AntonRothPC> References: <50C05D78.8010509@idowa.de> <6CD5A90DA28448AA832B85457F5DC175@AntonRothPC> Message-ID: On Thu, Dec 6, 2012 at 2:24 PM, Anton Roth wrote: > Hi, > > I have a question regarding the mailserver for the RT system. Currently it > is running on a dynamic IP, which has no MX records going with it, so I > cannot get postfix to work on it. > > Now the question is, even if I get it to work, there is a good chance that a > dial in server will be blocked, so I wonder if RT is capable of using a > normal IMAP / SMTP combination to handle communications, and if so, is there > documentation? (only thing I found was rt-mailgate, but that is not what I > was looking for) Use fetchmail to recieve mail from IMAP/POP box. Use local MTA to process outgoing mail, but queue it up and use relaying via "good" mail server. RT can send mails via external SMTP host, but it's wrong to use and we consider to drop this feature for good. RT is not a full featured MTA, so if something goes wrong while RT sends email via external SMTP server then mail is just dropped. > Thanks, > Anton > -------- > We're hiring! http://bestpractical.com/jobs -- Best regards, Ruslan. From danm at lelmail.com Thu Dec 6 10:39:37 2012 From: danm at lelmail.com (Daniel Mayer) Date: Thu, 6 Dec 2012 15:39:37 +0000 Subject: [rt-users] Making Attachments Open in a New Window Message-ID: <2C0EB64DBA0811449B99068D4B88B0BCE4081D@LELMAILDB01.leadingedgelogistics.com> Hello, I have recently installed and begun configuring RT 4.0.7. However, try as I might, I have not yet figured out how to get attachments to open in a new window (or tab). I have followed another article (from around 2004) that has you modify the "ShowAttachment" and "Show Transactions" (actually now appears to be called "ShowTransactionAttachment" but it does not appear that this works. Does anyone have any ideas? Thanks! Dan -------------- next part -------------- An HTML attachment was scrubbed... URL: From russell at jonesmail.me Thu Dec 6 12:20:26 2012 From: russell at jonesmail.me (Russell Jones) Date: Thu, 06 Dec 2012 11:20:26 -0600 Subject: [rt-users] Show HTML tables in tickets In-Reply-To: <20121129170036.GP1823@jibsheet.com> References: <000001cdce4e$fc0bb8d0$f4232a70$@seznam.cz> <20121129170036.GP1823@jibsheet.com> Message-ID: <50C0D3DA.9070001@jonesmail.me> On 11/29/2012 11:00 AM, Kevin Falcone wrote: > On Thu, Nov 29, 2012 at 05:31:14PM +0100, Luk?? Loskot wrote: >> Could anyone point me how can I make my RT instalation show HTML tables in >> tickes. >> I have configured Set($PreferRichText, 1); > RT still scrubs HTML that could cause problems or allow a security > vulenrability. You'll need to read about > http://bestpractical.com/rt/docs/latest/RT/Interface/Web.html#NewScrubber > if you'd like to allow other tags. > > Keep in mind that allowing and friends allows attackers to > inject fake history into your RT ticket display page. Until the > scrubber is replaced with a full on parse that can detect that, I feel > compelled to warn about this :) > > -kevin Hi all, Just ran into this issue as well - was attempting to make a table using the built-in rich text editor. Submit the ticket and the table is lost. I followed the page you provided Kevin with no change in the behavior. I also cleared the mason cache just to make sure but it still shows both my old tickets with the table gone, as well as any new ones I make. Am I missing something on how to implement this? From trs at bestpractical.com Thu Dec 6 13:35:09 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 06 Dec 2012 10:35:09 -0800 Subject: [rt-users] Show HTML tables in tickets In-Reply-To: <50C0D3DA.9070001@jonesmail.me> References: <000001cdce4e$fc0bb8d0$f4232a70$@seznam.cz> <20121129170036.GP1823@jibsheet.com> <50C0D3DA.9070001@jonesmail.me> Message-ID: <50C0E55D.5090404@bestpractical.com> On 12/06/2012 09:20 AM, Russell Jones wrote: > Just ran into this issue as well - was attempting to make a table using > the built-in rich text editor. Submit the ticket and the table is lost. > > I followed the page you provided Kevin with no change in the behavior. I > also cleared the mason cache just to make sure but it still shows both > my old tickets with the table gone, as well as any new ones I make. > > Am I missing something on how to implement this? Show us the Web_Local.pm you created and the path you put it at? Also, your RT version? From trs at bestpractical.com Thu Dec 6 13:44:57 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 06 Dec 2012 10:44:57 -0800 Subject: [rt-users] Making Attachments Open in a New Window In-Reply-To: <2C0EB64DBA0811449B99068D4B88B0BCE4081D@LELMAILDB01.leadingedgelogistics.com> References: <2C0EB64DBA0811449B99068D4B88B0BCE4081D@LELMAILDB01.leadingedgelogistics.com> Message-ID: <50C0E7A9.8030902@bestpractical.com> On 12/06/2012 07:39 AM, Daniel Mayer wrote: > Hello, > > I have recently installed and begun configuring RT 4.0.7. However, try > as I might, I have not yet figured out how to get attachments to open in > a new window (or tab). I have followed another article (from around > 2004) that has you modify the ?ShowAttachment? and ?Show Transactions? > (actually now appears to be called ?ShowTransactionAttachment? but it > does not appear that this works. > > Does anyone have any ideas? This is pretty simple with a bit of javascript using jQuery. Try the following in local/html/Callbacks/NewWindow/Elements/Header/Head: then clear your mason cache and restart your webserver. Thomas From russell at jonesmail.me Thu Dec 6 16:08:49 2012 From: russell at jonesmail.me (Russell Jones) Date: Thu, 06 Dec 2012 15:08:49 -0600 Subject: [rt-users] Show HTML tables in tickets In-Reply-To: <50C0E55D.5090404@bestpractical.com> References: <000001cdce4e$fc0bb8d0$f4232a70$@seznam.cz> <20121129170036.GP1823@jibsheet.com> <50C0D3DA.9070001@jonesmail.me> <50C0E55D.5090404@bestpractical.com> Message-ID: On 06.12.2012 12:35, Thomas Sibley wrote: > On 12/06/2012 09:20 AM, Russell Jones wrote: > >> Just ran into this issue as well - was attempting to make a table using the built-in rich text editor. Submit the ticket and the table is lost. I followed the page you provided Kevin with no change in the behavior. I also cleared the mason cache just to make sure but it still shows both my old tickets with the table gone, as well as any new ones I make. Am I missing something on how to implement this? > > Show us the Web_Local.pm you created and the path you put it at? Also, > your RT version? > -------- > We're hiring! http://bestpractical.com/jobs [1] Thanks for the help Thomas! This is on RT 4.0.5. RT is installed in /var/www/html on this box: [root at hous0301 lib]# cd /var/www/html [root at hous0301 html]# ls -al total 112 drwxr-xr-x 13 root root 4096 May 30 2012 . drwxr-xr-x 7 root root 4096 May 30 2012 .. drwxr-xr-x 2 apache apache 4096 May 30 2012 bin drwxr-xr-x 4 apache apache 4096 May 2 2012 build drwxr-xr-x 4 apache apache 4096 May 30 2012 docs drwxr-xr-x 2 apache apache 4096 Jul 25 10:25 etc -rw-r--r-- 1 apache apache 184 May 30 2012 .htaccess drwxr-xr-x 3 apache apache 4096 May 30 2012 lib drwxr-xr-x 7 apache apache 4096 Feb 8 2012 local drwxr-xr-x 2 apache apache 4096 Apr 12 2012 logs drwxr-xr-x 2 apache apache 4096 May 30 2012 sbin drwxr-xr-x 2 apache apache 4096 Apr 12 2012 scripts drwxr-xr-x 5 apache apache 4096 Feb 8 2012 share drwxr-xr-x 6 apache apache 4096 Dec 6 11:51 var Here's the Web_Local.pm: [root at hous0301 Interface]# pwd /var/www/html/local/lib/RT/Interface [root at hous0301 Interface]# cat Web_Local.pm package HTML::Mason::Commands; # Let tables through push @SCRUBBER_ALLOWED_TAGS, qw(TABLE THEAD TBODY TFOOT TR TD TH); 1; Links: ------ [1] http://bestpractical.com/jobs -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Thu Dec 6 16:37:44 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 06 Dec 2012 13:37:44 -0800 Subject: [rt-users] Show HTML tables in tickets In-Reply-To: References: <000001cdce4e$fc0bb8d0$f4232a70$@seznam.cz> <20121129170036.GP1823@jibsheet.com> <50C0D3DA.9070001@jonesmail.me> <50C0E55D.5090404@bestpractical.com> Message-ID: <50C11028.4040406@bestpractical.com> On 12/06/2012 01:08 PM, Russell Jones wrote: > Here's the Web_Local.pm: > > [root at hous0301 Interface]# pwd > > /var/www/html/local/lib/RT/Interface > > [root at hous0301 Interface]# cat Web_Local.pm > package HTML::Mason::Commands; > # Let tables through > push @SCRUBBER_ALLOWED_TAGS, qw(TABLE THEAD TBODY TFOOT TR TD TH); > 1; Readable by apache? From sky at backbonesystems.ca Thu Dec 6 17:18:19 2012 From: sky at backbonesystems.ca (SkyS) Date: Thu, 6 Dec 2012 14:18:19 -0800 (PST) Subject: [rt-users] Odd problem with ROOT account after an upgrade Message-ID: <1354832299726-52109.post@n7.nabble.com> I recently upgraded a RT install from 3.6.1 to 4.0.7 I managed to get everything going, yet now I am having a bit of a problem. Since the upgrade, i have to manually re-set the root password. Once I log in and log off, i can no longer log in as root unless i re-set the password again. Anyone have any advise on how to even trouble shoot the problem? Thanks. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Odd-problem-with-ROOT-account-after-an-upgrade-tp52109.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From russell at jonesmail.me Thu Dec 6 17:18:58 2012 From: russell at jonesmail.me (Russell Jones) Date: Thu, 06 Dec 2012 16:18:58 -0600 Subject: [rt-users] Show HTML tables in tickets In-Reply-To: <50C11028.4040406@bestpractical.com> References: <000001cdce4e$fc0bb8d0$f4232a70$@seznam.cz> <20121129170036.GP1823@jibsheet.com> <50C0D3DA.9070001@jonesmail.me> <50C0E55D.5090404@bestpractical.com> <50C11028.4040406@bestpractical.com> Message-ID: <50C119D2.80105@jonesmail.me> > On 06.12.2012 15:37, Thomas Sibley wrote: > > > On 12/06/2012 01:08 PM, Russell Jones wrote: > > Here's the Web_Local.pm: [root at hous0301 Interface]# pwd > /var/www/html/local/lib/RT/Interface [root at hous0301 Interface]# cat > Web_Local.pm package HTML::Mason::Commands; # Let tables through push > @SCRUBBER_ALLOWED_TAGS, qw(TABLE THEAD TBODY TFOOT TR TD TH); 1; > > > Readable by apache? -------- We're hiring! http://bestpractical.com/jobs Yes: [root at hous0301 html]# ls -ld local drwxr-xr-x 7 apache apache 4096 Feb 8 2012 local [root at hous0301 local]# ll total 40 drwxr-xr-x 2 apache apache 4096 Feb 8 2012 etc drwxr-xr-x 5 apache apache 4096 Jun 7 10:41 html drwxr-xr-x 3 apache apache 4096 Dec 6 10:59 lib drwxr-xr-x 2 apache apache 4096 Feb 8 2012 plugins drwxr-xr-x 2 apache apache 4096 Feb 8 2012 po [root at hous0301 local]# cd lib [root at hous0301 lib]# ll total 4 drwxr-xr-x 3 apache apache 4096 Dec 6 10:59 RT [root at hous0301 RT]# ll total 4 drwxr-xr-x 2 apache apache 4096 Dec 6 11:12 Interface [root at hous0301 Interface]# ll total 4 -rw-r--r-- 1 apache apache 122 Dec 6 11:01 Web_Local.pm Here is the results from a test ticket where I created a table. The "download with headers" shows that the table seems to be being made, but when displayed on the page all "tableness" is lost and it becomes just one long sentence. The "PreferRichText" setting is set to 1: PreferRichText 1 site config Here's the ticket source: > MIME-Version: 1.0 > > In-Reply-To: > X-Mailer: MIME-tools 5.502 (Entity 5.502) > Content-Disposition: inline > References: > Content-Type: text/html; charset="UTF-8" > Message-ID: > Content-Transfer-Encoding: binary > X-RT-Original-Encoding: utf-8 > RT-Send-CC: > X-RT-Encrypt: 0 > X-RT-Sign: 0 > Content-Length: 273 > >
> > > > > > > > > > > > > > >
> test1 > a
> test2 > b
> test3 > c
From ruz at bestpractical.com Thu Dec 6 18:16:29 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 7 Dec 2012 03:16:29 +0400 Subject: [rt-users] Odd problem with ROOT account after an upgrade In-Reply-To: <1354832299726-52109.post@n7.nabble.com> References: <1354832299726-52109.post@n7.nabble.com> Message-ID: On Fri, Dec 7, 2012 at 2:18 AM, SkyS wrote: > I recently upgraded a RT install from 3.6.1 to 4.0.7 > I managed to get everything going, yet now I am having a bit of a problem. > > Since the upgrade, i have to manually re-set the root password. > Once I log in and log off, i can no longer log in as root unless i re-set > the password again. > > Anyone have any advise on how to even trouble shoot the problem? You have not upgraded properly. I suspect that Password field in Users table of your DB is short. One of ugprade scripts makes it wide enough to hold new hashing algorithm. Output of "SHOW CREATE TABLE Users" can confirm my assumption. > > Thanks. > > > > -- > View this message in context: http://requesttracker.8502.n7.nabble.com/Odd-problem-with-ROOT-account-after-an-upgrade-tp52109.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -------- > We're hiring! http://bestpractical.com/jobs -- Best regards, Ruslan. From sky at backbonesystems.ca Thu Dec 6 18:17:51 2012 From: sky at backbonesystems.ca (sky at backbonesystems.ca) Date: Thu, 6 Dec 2012 15:17:51 -0800 Subject: [rt-users] Odd problem with ROOT account after an upgrade In-Reply-To: References: <1354832299726-52109.post@n7.nabble.com> Message-ID: <7143078EAB08AA49BC8BE6A800AB4619021F1BEE34@BBMBX.backbone.local> CREATE TABLE `Users` ( `id` int(11) NOT NULL AUTO_INCREMENT, `Name` varchar(200) NOT NULL DEFAULT '', `Password` varbinary(40) DEFAULT NULL, `Comments` text, `Signature` text, `EmailAddress` varchar(120) CHARACTER SET ascii DEFAULT NULL, `FreeformContactInfo` text, `Organization` varchar(200) DEFAULT NULL, `RealName` varchar(120) DEFAULT NULL, `NickName` varchar(16) DEFAULT NULL, `Lang` varchar(16) CHARACTER SET ascii DEFAULT NULL, `EmailEncoding` varchar(16) CHARACTER SET ascii DEFAULT NULL, `WebEncoding` varchar(16) CHARACTER SET ascii DEFAULT NULL, `ExternalContactInfoId` varchar(100) DEFAULT NULL, `ContactInfoSystem` varchar(30) DEFAULT NULL, `ExternalAuthId` varchar(100) DEFAULT NULL, `AuthSystem` varchar(30) DEFAULT NULL, `Gecos` varchar(16) DEFAULT NULL, `HomePhone` varchar(30) DEFAULT NULL, `WorkPhone` varchar(30) DEFAULT NULL, `MobilePhone` varchar(30) DEFAULT NULL, `PagerPhone` varchar(30) DEFAULT NULL, `Address1` varchar(200) DEFAULT NULL, `Address2` varchar(200) DEFAULT NULL, `City` varchar(100) DEFAULT NULL, `State` varchar(100) DEFAULT NULL, `Zip` varchar(16) DEFAULT NULL, `Country` varchar(50) DEFAULT NULL, `Timezone` varchar(50) CHARACTER SET ascii DEFAULT NULL, `PGPKey` blob, `Creator` int(11) NOT NULL DEFAULT '0', `Created` datetime DEFAULT NULL, `LastUpdatedBy` int(11) NOT NULL DEFAULT '0', `LastUpdated` datetime DEFAULT NULL, `AuthToken` varchar(16) CHARACTER SET ascii DEFAULT NULL, PRIMARY KEY (`id`), UNIQUE KEY `Users1` (`Name`), KEY `Users4` (`EmailAddress`) ) ENGINE=InnoDB AUTO_INCREMENT=101751 DEFAULT CHARSET=utf8; sky.schumacher sky at backbonesystems.ca -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, December 06, 2012 3:16 PM To: sky at backbonesystems.ca Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Odd problem with ROOT account after an upgrade On Fri, Dec 7, 2012 at 2:18 AM, SkyS wrote: > I recently upgraded a RT install from 3.6.1 to 4.0.7 I managed to get > everything going, yet now I am having a bit of a problem. > > Since the upgrade, i have to manually re-set the root password. > Once I log in and log off, i can no longer log in as root unless i > re-set the password again. > > Anyone have any advise on how to even trouble shoot the problem? You have not upgraded properly. I suspect that Password field in Users table of your DB is short. One of ugprade scripts makes it wide enough to hold new hashing algorithm. Output of "SHOW CREATE TABLE Users" can confirm my assumption. > > Thanks. > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Odd-problem-with-ROOT-account > -after-an-upgrade-tp52109.html Sent from the Request Tracker - User > mailing list archive at Nabble.com. > -------- > We're hiring! http://bestpractical.com/jobs -- Best regards, Ruslan. From ruz at bestpractical.com Thu Dec 6 18:33:30 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 7 Dec 2012 03:33:30 +0400 Subject: [rt-users] Odd problem with ROOT account after an upgrade In-Reply-To: <7143078EAB08AA49BC8BE6A800AB4619021F1BEE34@BBMBX.backbone.local> References: <1354832299726-52109.post@n7.nabble.com> <7143078EAB08AA49BC8BE6A800AB4619021F1BEE34@BBMBX.backbone.local> Message-ID: On Fri, Dec 7, 2012 at 3:17 AM, sky at backbonesystems.ca wrote: > CREATE TABLE `Users` ( > `id` int(11) NOT NULL AUTO_INCREMENT, > `Name` varchar(200) NOT NULL DEFAULT '', > `Password` varbinary(40) DEFAULT NULL, It should be: Password VARCHAR(256) NULL , So your upgrade failed and you didn't notice an error. > `Comments` text, > `Signature` text, > `EmailAddress` varchar(120) CHARACTER SET ascii DEFAULT NULL, > `FreeformContactInfo` text, > `Organization` varchar(200) DEFAULT NULL, > `RealName` varchar(120) DEFAULT NULL, > `NickName` varchar(16) DEFAULT NULL, > `Lang` varchar(16) CHARACTER SET ascii DEFAULT NULL, > `EmailEncoding` varchar(16) CHARACTER SET ascii DEFAULT NULL, > `WebEncoding` varchar(16) CHARACTER SET ascii DEFAULT NULL, > `ExternalContactInfoId` varchar(100) DEFAULT NULL, > `ContactInfoSystem` varchar(30) DEFAULT NULL, > `ExternalAuthId` varchar(100) DEFAULT NULL, > `AuthSystem` varchar(30) DEFAULT NULL, > `Gecos` varchar(16) DEFAULT NULL, > `HomePhone` varchar(30) DEFAULT NULL, > `WorkPhone` varchar(30) DEFAULT NULL, > `MobilePhone` varchar(30) DEFAULT NULL, > `PagerPhone` varchar(30) DEFAULT NULL, > `Address1` varchar(200) DEFAULT NULL, > `Address2` varchar(200) DEFAULT NULL, > `City` varchar(100) DEFAULT NULL, > `State` varchar(100) DEFAULT NULL, > `Zip` varchar(16) DEFAULT NULL, > `Country` varchar(50) DEFAULT NULL, > `Timezone` varchar(50) CHARACTER SET ascii DEFAULT NULL, > `PGPKey` blob, > `Creator` int(11) NOT NULL DEFAULT '0', > `Created` datetime DEFAULT NULL, > `LastUpdatedBy` int(11) NOT NULL DEFAULT '0', > `LastUpdated` datetime DEFAULT NULL, > `AuthToken` varchar(16) CHARACTER SET ascii DEFAULT NULL, > PRIMARY KEY (`id`), > UNIQUE KEY `Users1` (`Name`), > KEY `Users4` (`EmailAddress`) > ) ENGINE=InnoDB AUTO_INCREMENT=101751 DEFAULT CHARSET=utf8; > > > > > > sky.schumacher > sky at backbonesystems.ca > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: Thursday, December 06, 2012 3:16 PM > To: sky at backbonesystems.ca > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Odd problem with ROOT account after an upgrade > > On Fri, Dec 7, 2012 at 2:18 AM, SkyS wrote: >> I recently upgraded a RT install from 3.6.1 to 4.0.7 I managed to get >> everything going, yet now I am having a bit of a problem. >> >> Since the upgrade, i have to manually re-set the root password. >> Once I log in and log off, i can no longer log in as root unless i >> re-set the password again. >> >> Anyone have any advise on how to even trouble shoot the problem? > > You have not upgraded properly. I suspect that Password field in Users table of your DB is short. One of ugprade scripts makes it wide enough to hold new hashing algorithm. Output of "SHOW CREATE TABLE Users" can confirm my assumption. > >> >> Thanks. >> >> >> >> -- >> View this message in context: >> http://requesttracker.8502.n7.nabble.com/Odd-problem-with-ROOT-account >> -after-an-upgrade-tp52109.html Sent from the Request Tracker - User >> mailing list archive at Nabble.com. >> -------- >> We're hiring! http://bestpractical.com/jobs > > > > -- > Best regards, Ruslan. -- Best regards, Ruslan. From tobiasbp at gmail.com Fri Dec 7 09:45:00 2012 From: tobiasbp at gmail.com (tobiasbp) Date: Fri, 7 Dec 2012 15:45:00 +0100 Subject: [rt-users] Log of changes to queue custom fields in RT4? Message-ID: Hello list. In RT 3.8 I there was a log of changes made to values in custom fields on queues. I can not seem to find the same information in RT4. Any ideas? I'm using the RT packages available in Ubuntu. Thanks, Tobias Balle-Petersen From aprilr at yelp.com Fri Dec 7 15:42:15 2012 From: aprilr at yelp.com (April Rosenberg) Date: Fri, 7 Dec 2012 12:42:15 -0800 Subject: [rt-users] Perl Script to Add/Remove Privileged status Message-ID: All, Since I use AD groups to manage rights to queues in RT, (queues are all set up with group rights, and the helpdesk can add/remove people to AD groups w/o rights in RT). I needed to make sure that users that need to be privileged are and ones that no longer (transferred to a department w/o a queue) are not. So I wrote the below perl script it makes sure anyone with the Own Ticket right on any queue and a list of exceptions are privileged. I have it set to run once an hour. I am not the best with perl as I am just learning it, however I hope this can help someone else. April #!/usr/bin/perl -w use strict; use warnings; my @excludedUsers = ("root"); # Users who will keep privileged status my @excludedGroups = ("RTAdmin"); # Groups of users who will get privileged status without the own ticket right. open (LogFile, '>>/var/log/request-tracker4/Privileged.log'); use lib qw(/usr/local/share/request-tracker4/lib /usr/share/request-tracker4/lib); use RT; use DateTime; my $date = DateTime->now(time_zone=>'local'); # Load the config -- at compile-time, so we can adjust lib paths for plugin packages BEGIN { RT::LoadConfig(); } RT::Init(); use RT::Queue; print LogFile "********************************************\n"; print LogFile $date->datetime()."\n"; print LogFile "********************************************\n"; my $queues = RT::Queues->new(RT->SystemUser); $queues->UnLimit; my @privUsers; while ( my $queue = $queues->Next ) { my $Users = RT::Users->new(RT->SystemUser); $Users->WhoHaveRight( Right => 'OwnTicket', Object => $queue, IncludeSystemRights => 1, IncludeSuperUsers => 1, ); while ( my $User = $Users->Next() ) { if ( $User->Name ne "Nobody" ) { unless (grep { $User->Name eq $_ } @privUsers ) { $User->SetPrivileged(1); print LogFile "User, ".$User->Name.", set as privileged.\n"; push @privUsers, $User->Name; } } } } foreach my $group (@excludedGroups) { my $Groups = RT::Group->new(RT->SystemUser); $Groups->LoadUserDefinedGroup( $group ); my $Users = RT::Users->new(RT->SystemUser); $Users->MemberOfGroup( $Groups->id ); while ( my $User = $Users->Next() ) { unless (grep { $User->Name eq $_ } @privUsers ) { $User->SetPrivileged(1); print LogFile "User, ".$User->Name.", set as privileged.\n"; push @privUsers, $User->Name; } } } foreach my $name (@excludedUsers) { push @privUsers, $name; } my $SuperUsers = RT::Users->new(RT->SystemUser); $SuperUsers->LimitToPrivileged; $SuperUsers->UnLimit; while ( my $User = $SuperUsers->Next() ) { unless (grep { $User->Name eq $_ } @privUsers ) { $User->SetPrivileged(0); print LogFile "User, ".$User->Name.", removed from privileged.\n"; } } close (LogFile); exit; [image: Yelp!] *April Rosenberg* *e:* aprilr at yelp.com *t:* 415.632.4020 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 1358 bytes Desc: not available URL: From falcone at bestpractical.com Sun Dec 9 08:53:29 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Sun, 9 Dec 2012 05:53:29 -0800 Subject: [rt-users] Log of changes to queue custom fields in RT4? In-Reply-To: References: Message-ID: <20121209135329.GD1952@jibsheet.com> On Fri, Dec 07, 2012 at 03:45:00PM +0100, tobiasbp wrote: > In RT 3.8 I there was a log of changes made to values in custom fields > on queues. I can not seem to find the same information in RT4. > > Any ideas? I'm using the RT packages available in Ubuntu. Looks like the link was unintentionally removed (the history page still exists). You can try the patch here and it should be merged into a future 4.0 release. Thanks for catching this. https://github.com/bestpractical/rt/commit/11024f4115175e8fc9f6a92e589e28b5d45e83e0 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From tobiasbp at gmail.com Sun Dec 9 14:37:06 2012 From: tobiasbp at gmail.com (tobiasbp) Date: Sun, 9 Dec 2012 20:37:06 +0100 Subject: [rt-users] Log of changes to queue custom fields in RT4? Message-ID: Hello... I have added the line with the history link to /usr/share/request-tracker4/html/Elements/Tabs on my Ubuntu machine. The link does not show up on the queue page (I have restarted Apache)? Manually changing the url to history.html conforms that the data stil exists (As you wrote). Thanks, Tobias On Sun, Dec 9, 2012 at 6:00 PM, wrote: > Looks like the link was unintentionally removed (the history page > still exists). You can try the patch here and it should be merged > into a future 4.0 release. > > Thanks for catching this. > > > https://github.com/bestpractical/rt/commit/11024f4115175e8fc9f6a92e589e28b5d45e83e0 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Dec 10 09:46:39 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 10 Dec 2012 09:46:39 -0500 Subject: [rt-users] Log of changes to queue custom fields in RT4? In-Reply-To: References: <20121209135329.GD1952@jibsheet.com> Message-ID: <20121210144639.GE1952@jibsheet.com> On Sun, Dec 09, 2012 at 08:37:06PM +0100, tobiasbp wrote: > > https://github.com/bestpractical/rt/commit/11024f4115175e8fc9f6a92e589e28b5d45e83e0 > I have added the line with the history link to /usr/share/request-tracker4/html/Elements/Tabs > on my Ubuntu machine. The link does not show up on the queue page (I have restarted Apache)? > Manually changing the url to history.html conforms that the data stil exists (As you wrote). You've changed a mason file, have you cleared the mason cache? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From samuel.l at impos.com.au Mon Dec 10 13:23:35 2012 From: samuel.l at impos.com.au (Samuel Leslie) Date: Tue, 11 Dec 2012 05:23:35 +1100 Subject: [rt-users] Matching exclusively on Ticket # Message-ID: <50C628A7.7080206@impos.com.au> Hi everyone, Is it possible to match incoming email to RT exclusively on ticket number? Right now we have subject tags in the form of [domain.com.au #1234] and the "domain.com.au" portion needs to be present for RT to correctly file the email under the associated ticket. Ideally, we'd like to be able to have emails routed to the correct ticket based purely on the unique ID of the ticket without any dependence on the $rtname setting. I thought this might be possible via setting per queue Subject Tags but now I'm less sure, and this would be a global setting so configuring it per queue isn't ideal. Of course, we'd also want to do it in a way that doesn't break any emails incoming using the "old form" if possible. We're running RT 4.0.8 if this helps. Thanks for any advice! Kind regards, Samuel Leslie From ruz at bestpractical.com Mon Dec 10 16:19:45 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 11 Dec 2012 01:19:45 +0400 Subject: [rt-users] Matching exclusively on Ticket # In-Reply-To: <50C628A7.7080206@impos.com.au> References: <50C628A7.7080206@impos.com.au> Message-ID: On Mon, Dec 10, 2012 at 10:23 PM, Samuel Leslie wrote: > Hi everyone, > > Is it possible to match incoming email to RT exclusively on ticket number? > Right now we have subject tags in the form of [domain.com.au #1234] and the > "domain.com.au" portion needs to be present for RT to correctly file the > email under the associated ticket. Ideally, we'd like to be able to have > emails routed to the correct ticket based purely on the unique ID of the > ticket without any dependence on the $rtname setting. > > I thought this might be possible via setting per queue Subject Tags but now > I'm less sure, and this would be a global setting so configuring it per > queue isn't ideal. Of course, we'd also want to do it in a way that doesn't > break any emails incoming using the "old form" if possible. We're running RT > 4.0.8 if this helps. Not sure what's your goal is. It's not clear from your email. In case you want to change $rtname then there is option in config that allows you to setup regexp for subject tag. Using this option you can match new value and old value. > Thanks for any advice! > > > Kind regards, > Samuel Leslie > -------- > We're hiring! http://bestpractical.com/jobs -- Best regards, Ruslan. From trs at bestpractical.com Mon Dec 10 16:26:28 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 10 Dec 2012 13:26:28 -0800 Subject: [rt-users] Matching exclusively on Ticket # In-Reply-To: <50C628A7.7080206@impos.com.au> References: <50C628A7.7080206@impos.com.au> Message-ID: <50C65384.8020304@bestpractical.com> On 12/10/2012 10:23 AM, Samuel Leslie wrote: > Is it possible to match incoming email to RT exclusively on ticket > number? Right now we have subject tags in the form of [domain.com.au > #1234] and the "domain.com.au" portion needs to be present for RT to > correctly file the email under the associated ticket. Ideally, we'd like > to be able to have emails routed to the correct ticket based purely on > the unique ID of the ticket without any dependence on the $rtname setting. Not checking that $rtname (or the equiv) matches and solely relying on a ticket # is going to break horribly the first time your RT instance talks to another RT instance in the wild. It'll also break if someone submits a ticket along the lines of "I have a problem with part #1234". There are some good reasons for distinguishing the ticket number with a name tag. From marko.cupac at gmail.com Tue Dec 11 05:48:47 2012 From: marko.cupac at gmail.com (Marko =?UTF-8?B?Q3VwYcSH?=) Date: Tue, 11 Dec 2012 11:48:47 +0100 Subject: [rt-users] message body not shown in web interface Message-ID: <20121211114847.06ac977b@gmail.com> Requester has submitted ticket by e-mail from MS Outlook client. Ticket has been created, but in web interface I do not see message body. Automatic e-mail that informs tech support workers contains message body of the original request, as inserted with $Transaction->Content() in the template. When i click on download/untitled in message history i see text of original e-mail: --

Dear Sir or Madam,

 

Blahblahblahblah

 

S Po?tovanjem,

 

-- So far I noticed this for one request only. Any ideas why is this happening, and how to prevent it? Thank youn in advance, Marko From jbrandt at bestpractical.com Tue Dec 11 08:55:52 2012 From: jbrandt at bestpractical.com (Jim Brandt) Date: Tue, 11 Dec 2012 08:55:52 -0500 Subject: [rt-users] message body not shown in web interface In-Reply-To: <20121211114847.06ac977b@gmail.com> References: <20121211114847.06ac977b@gmail.com> Message-ID: <50C73B68.7080701@bestpractical.com> You don't mention your version of RT, but you might be running into this: http://issues.bestpractical.com/Ticket/Display.html?id=21411 Setting PreferRichText = 1 is a partial workaround. On 12/11/12 5:48 AM, Marko Cupa? wrote: > Requester has submitted ticket by e-mail from MS Outlook client. Ticket > has been created, but in web interface I do not see message body. > Automatic e-mail that informs tech support workers contains message > body of the original request, as inserted with $Transaction->Content() > in the template. > > When i click on download/untitled in message history i see text of > original e-mail: > > -- > >
>

Dear Sir or Madam,

>

 

>

Blahblahblahblah

class="MsoNormal"> 

S > Po?tovanjem,

 

> -- > > So far I noticed this for one request only. Any ideas why is this > happening, and how to prevent it? > > Thank youn in advance, > > Marko > -------- > We're hiring! http://bestpractical.com/jobs > -- From kjcsb at xnet.co.nz Tue Dec 11 12:33:13 2012 From: kjcsb at xnet.co.nz (CB) Date: Wed, 12 Dec 2012 06:33:13 +1300 Subject: [rt-users] Multi-tenant Message-ID: <004e01cdd7c5$9950a220$cbf1e660$@co.nz> Is it possible to set up RT 4 in a multi-tenant environment? Each tenant would have their own domain name/look/queues/scrips etc without requiring a separate RT install. Cameron -------------- next part -------------- A non-text attachment was scrubbed... Name: winmail.dat Type: application/ms-tnef Size: 7498 bytes Desc: not available URL: From russell at jonesmail.me Tue Dec 11 13:27:18 2012 From: russell at jonesmail.me (Russell Jones) Date: Tue, 11 Dec 2012 12:27:18 -0600 Subject: [rt-users] Show HTML tables in tickets In-Reply-To: <50C119D2.80105@jonesmail.me> References: <000001cdce4e$fc0bb8d0$f4232a70$@seznam.cz> <20121129170036.GP1823@jibsheet.com> <50C0D3DA.9070001@jonesmail.me> <50C0E55D.5090404@bestpractical.com> <50C11028.4040406@bestpractical.com> <50C119D2.80105@jonesmail.me> Message-ID: <50C77B06.2000205@jonesmail.me> Just bumping back up for a possible answer. Would be nice to get this working :) On 12/6/2012 4:18 PM, Russell Jones wrote: >> On 06.12.2012 15:37, Thomas Sibley wrote: >> >> >> On 12/06/2012 01:08 PM, Russell Jones wrote: >> >> Here's the Web_Local.pm: [root at hous0301 Interface]# pwd >> /var/www/html/local/lib/RT/Interface [root at hous0301 Interface]# cat >> Web_Local.pm package HTML::Mason::Commands; # Let tables through push >> @SCRUBBER_ALLOWED_TAGS, qw(TABLE THEAD TBODY TFOOT TR TD TH); 1; >> >> >> Readable by apache? -------- We're hiring! http://bestpractical.com/jobs > > > Yes: > > > [root at hous0301 html]# ls -ld local > drwxr-xr-x 7 apache apache 4096 Feb 8 2012 local > > > > [root at hous0301 local]# ll > total 40 > drwxr-xr-x 2 apache apache 4096 Feb 8 2012 etc > drwxr-xr-x 5 apache apache 4096 Jun 7 10:41 html > drwxr-xr-x 3 apache apache 4096 Dec 6 10:59 lib > drwxr-xr-x 2 apache apache 4096 Feb 8 2012 plugins > drwxr-xr-x 2 apache apache 4096 Feb 8 2012 po > > > > [root at hous0301 local]# cd lib > [root at hous0301 lib]# ll > total 4 > drwxr-xr-x 3 apache apache 4096 Dec 6 10:59 RT > > > > [root at hous0301 RT]# ll > total 4 > drwxr-xr-x 2 apache apache 4096 Dec 6 11:12 Interface > > > > [root at hous0301 Interface]# ll > total 4 > -rw-r--r-- 1 apache apache 122 Dec 6 11:01 Web_Local.pm > > > > > > Here is the results from a test ticket where I created a table. The > "download with headers" shows that the table seems to be being made, > but when displayed on the page all "tableness" is lost and it becomes > just one long sentence. The "PreferRichText" setting is set to 1: > > > PreferRichText 1 site config > > > > > > Here's the ticket source: > >> MIME-Version: 1.0 >> >> In-Reply-To: >> X-Mailer: MIME-tools 5.502 (Entity 5.502) >> Content-Disposition: inline >> References: >> Content-Type: text/html; charset="UTF-8" >> Message-ID: >> Content-Transfer-Encoding: binary >> X-RT-Original-Encoding: utf-8 >> RT-Send-CC: >> X-RT-Encrypt: 0 >> X-RT-Sign: 0 >> Content-Length: 273 >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >>
>> test1 >> a
>> test2 >> b
>> test3 >> c
> > > > > > > > > -------- > We're hiring! http://bestpractical.com/jobs > From jkelsh at netspot.com.au Tue Dec 11 20:42:52 2012 From: jkelsh at netspot.com.au (John Kelsh) Date: Wed, 12 Dec 2012 12:12:52 +1030 Subject: [rt-users] Referring to CustomField by ID in TicketSQL Message-ID: Hi All, Is this possible? i.e. can a custom field value be selected by custom field id? I want to use this to distinguish between two identically named custom fields. Thanks, From kenn.crocker at gmail.com Tue Dec 11 22:12:12 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Tue, 11 Dec 2012 19:12:12 -0800 Subject: [rt-users] Referring to CustomField by ID in TicketSQL In-Reply-To: References: Message-ID: Try giving those two Custom fields some sort of identifier, like a prefix or suffix. Might help. Kenn On Tue, Dec 11, 2012 at 5:42 PM, John Kelsh wrote: > Hi All, > > Is this possible? i.e. can a custom field value be selected by custom > field id? > > I want to use this to distinguish between two identically named custom > fields. > > Thanks, > -------- > We're hiring! http://bestpractical.com/jobs > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Dec 11 22:19:15 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 11 Dec 2012 19:19:15 -0800 Subject: [rt-users] Referring to CustomField by ID in TicketSQL In-Reply-To: References: Message-ID: <50C7F7B3.1050604@bestpractical.com> On 12/11/2012 05:42 PM, John Kelsh wrote: > Hi All, > > Is this possible? i.e. can a custom field value be selected by custom field id? > > I want to use this to distinguish between two identically named custom fields. Have you tried it? CF.42 = 'foo' works just fine. So does 'CF.{42}'. If your two CFs are applied to different queues, you can also use the syntax: 'CF.QueueName.{CF Name}' From jkelsh at netspot.com.au Wed Dec 12 00:11:26 2012 From: jkelsh at netspot.com.au (John Kelsh) Date: Wed, 12 Dec 2012 15:41:26 +1030 Subject: [rt-users] Referring to CustomField by ID in TicketSQL In-Reply-To: <50C7F7B3.1050604@bestpractical.com> References: <50C7F7B3.1050604@bestpractical.com> Message-ID: Hi Thomas, Thanks for the information. I tried the obvious combinations, including the formats you suggested. Do you know when this feature was introduced? I'm working on an older version of RT so it may not be implemented? Thanks, On 12/12/2012, at 1:49 PM, Thomas Sibley wrote: > On 12/11/2012 05:42 PM, John Kelsh wrote: >> Hi All, >> >> Is this possible? i.e. can a custom field value be selected by custom field id? >> >> I want to use this to distinguish between two identically named custom fields. > > Have you tried it? > > CF.42 = 'foo' works just fine. So does 'CF.{42}'. If your two CFs are > applied to different queues, you can also use the syntax: > 'CF.QueueName.{CF Name}' > > -------- > We're hiring! http://bestpractical.com/jobs From trs at bestpractical.com Wed Dec 12 02:13:03 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 11 Dec 2012 23:13:03 -0800 Subject: [rt-users] Referring to CustomField by ID in TicketSQL In-Reply-To: References: <50C7F7B3.1050604@bestpractical.com> Message-ID: <50C82E7F.2070509@bestpractical.com> On 12/11/2012 09:11 PM, John Kelsh wrote: > Hi Thomas, > > Thanks for the information. > > I tried the obvious combinations, including the formats you > suggested. > > Do you know when this feature was introduced? I'm working on an older > version of RT so it may not be implemented? I believe CF.{42} has been supported since RT 3.8.3. What version are you using? From asanka_gunasekera at yahoo.co.uk Wed Dec 12 03:24:23 2012 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Wed, 12 Dec 2012 08:24:23 +0000 (GMT) Subject: [rt-users] one mail account for all the queus Message-ID: <1355300663.20016.YahooMailNeo@web172303.mail.ir2.yahoo.com> Hi, how can I have one mail box for all the ques, at the moment I am using mailgate to retriever mails from a POP3 server, and I need to have mail address per queue Thanks and Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From tobiasbp at gmail.com Wed Dec 12 05:22:45 2012 From: tobiasbp at gmail.com (tobiasbp) Date: Wed, 12 Dec 2012 11:22:45 +0100 Subject: [rt-users] Log of changes to queue custom fields in RT4? Message-ID: Hello On Mon, Dec 10, 2012 at 6:00 PM, wrote: > You've changed a mason file, have you cleared the mason cache I had not. I did and it worked. Thank you. From ruslan.zakirov at gmail.com Wed Dec 12 06:39:51 2012 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 12 Dec 2012 15:39:51 +0400 Subject: [rt-users] Monthly reports with REST (timeout) In-Reply-To: References: Message-ID: How many tickets are in the set? Your options are to use API instead of rest or implement count command in rt cli and rt server side. Ruslan from phone. 31.10.2012 15:26 ???????????? "Ignacio Vazquez" ???????: > Hi all, > I've been generating monthly reports with a crontab script that > includes a line like this: > /opt/rt3/bin/rt list "created >= '2012-04-01' AND status != 'rejected' > AND Queue = 'whatever' AND (owner = 'user1' OR owner = 'user2')" | > grep -v "No matching results." | wc -l > As you can see, I'm only interested in the total number of tickets. > I've find out that with a large number of possible results, I get a > timeout so 0 tickets are returned. > > However, using the web search, because of the paginated displays, the > search is much faster and also the web shows how many items are in the > whole list with a line "Found: xxx tickets". > > My intention is still using an automated way to obtain the numbers. > I've been reading the REST documentation and there is no way to query > only for totals. > > Any ideas? > > Ignacio. > -------- > We're hiring! http://bestpractical.com/jobs > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Dec 12 06:53:43 2012 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 12 Dec 2012 15:53:43 +0400 Subject: [rt-users] create new user and give permission to view all unresolved tickets In-Reply-To: <651600fb134d652679340467449339ed@guru.magnifix.com.my> References: <651600fb134d652679340467449339ed@guru.magnifix.com.my> Message-ID: I think you are talking about self service. You have two options: Make him privileged or hack self service code. In both cases you should grant him enough rights. Ruslan from phone. 01.11.2012 13:06 ???????????? "najib" ???????: > hi, > > i am using rt 3.8.10 > > i have created new user > > i need help on how to set permission to the new user > so he can only view 'all' tickets, not just 'my open tickets'? > > thank you > > > > -------- > We're hiring! http://bestpractical.com/jobs > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jzabolotnyi at arces.net Wed Dec 12 08:31:47 2012 From: jzabolotnyi at arces.net (Jack Zabolotnyi) Date: Wed, 12 Dec 2012 14:31:47 +0100 Subject: [rt-users] one mail account for all the queus In-Reply-To: <1355300663.20016.YahooMailNeo@web172303.mail.ir2.yahoo.com> References: <1355300663.20016.YahooMailNeo@web172303.mail.ir2.yahoo.com> Message-ID: <50C88743.3010409@arces.net> W dniu 12/12/12 9:24 AM, Asanka Gunasekera pisze: > Hi, how can I have one mail box for all the ques, at the moment I am > using mailgate to retriever mails from a POP3 server, and I need to > have mail address per queue > > Thanks and Regards > > > -------- > We're hiring! http://bestpractical.com/jobs As quick and dirty solution, you can use something like procmail to sort messages by your criteria and pass them to specific queues. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kjcsb at xnet.co.nz Wed Dec 12 11:12:16 2012 From: kjcsb at xnet.co.nz (CB) Date: Thu, 13 Dec 2012 05:12:16 +1300 Subject: [rt-users] Multi-tenant In-Reply-To: References: <004e01cdd7c5$9950a220$cbf1e660$@co.nz> Message-ID: <008801cdd883$74fc9c80$5ef5d580$@co.nz> Thanks. I understand that it's possible to have multiple queues. Is it possible to have a multi-tenant setup i.e. one RT install with each "tenant" having its own environment e.g. domain, users, admin rights etc. Each tenant can log in to its own domain and administer the system (for themselves without affecting anyone else). From what I can see there is one local config file for all of RT and it's not possible to specify multiple domains. Cameron From: Kenneth Crocker [mailto:kenn.crocker at gmail.com] Sent: Wednesday, 12 December 2012 4:14 p.m. To: CB Subject: Re: [rt-users] Multi-tenant Cameron, That's the whole point of RT being so flexible. I have set up several clients with different workflows for different Queues via Queue-based scrips and templates, etc. One domain, many Queues and each Queue has it's own set of processes, Custom Fields, scrips, templates, etc. Kenn On Tue, Dec 11, 2012 at 9:33 AM, CB wrote: Is it possible to set up RT 4 in a multi-tenant environment? Each tenant would have their own domain name/look/queues/scrips etc without requiring a separate RT install. Cameron -------- We're hiring! http://bestpractical.com/jobs From trs at bestpractical.com Wed Dec 12 12:05:34 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 12 Dec 2012 09:05:34 -0800 Subject: [rt-users] Multi-tenant In-Reply-To: <008801cdd883$74fc9c80$5ef5d580$@co.nz> References: <004e01cdd7c5$9950a220$cbf1e660$@co.nz> <008801cdd883$74fc9c80$5ef5d580$@co.nz> Message-ID: <50C8B95E.6090307@bestpractical.com> On 12/12/2012 08:12 AM, CB wrote: > Thanks. I understand that it's possible to have multiple queues. Is it > possible to have a multi-tenant setup i.e. one RT install with each "tenant" > having its own environment e.g. domain, users, admin rights etc. Each tenant > can log in to its own domain and administer the system (for themselves > without affecting anyone else). From what I can see there is one local > config file for all of RT and it's not possible to specify multiple domains. Short answer: No. Why would you prefer a single monolithic RT instance rather than a handful of separate ones? From daksh at olemiss.edu Wed Dec 12 13:08:23 2012 From: daksh at olemiss.edu (Daksh Chauhan) Date: Wed, 12 Dec 2012 18:08:23 +0000 Subject: [rt-users] Full text index with MySQL 5.6 Message-ID: <075EB917A60B9E4989CC8205FF8B3E9806A9BEEF@exchange1.ad.olemiss.edu> Hello all, We have recently upgraded to 4.0.8 (running on SuSE Linux11 SP2; MySQL 5.5) After upgrade, we learned that Content based search is missing. Found this article: http://blog.bestpractical.com/2011/06/index.html Also noted that in MySQL 5.6, Full-text Search function is available: http://dev.mysql.com/doc/refman/5.6/en/fulltext-search.html I am wondering if any one has tried this with MySQL 5.6 and RT 4.x? I have RT 4.0.8 working on my test VM with MySQL 5.6.8, but need to confirm if I can use same Index as documented here: http://blog.bestpractical.com/2011/06/index.html CREATE TABLE AttachmentsIndex ( id INTEGER UNSIGNED NOT NULL, weight INTEGER NOT NULL, query VARCHAR(3072) NOT NULL, INDEX(query) ) Thanks, -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Wed Dec 12 14:23:24 2012 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 12 Dec 2012 14:23:24 -0500 Subject: [rt-users] Full text index with MySQL 5.6 In-Reply-To: <075EB917A60B9E4989CC8205FF8B3E9806A9BEEF@exchange1.ad.olemiss.edu> References: <075EB917A60B9E4989CC8205FF8B3E9806A9BEEF@exchange1.ad.olemiss.edu> Message-ID: <1355340204.21259.73.camel@umgah.localdomain> On Wed, 2012-12-12 at 18:08 +0000, Daksh Chauhan wrote: > I am wondering if any one has tried this with MySQL 5.6 and RT 4.x? FYI, MySQL 5.6 has still not hit general availability (GA), and is hence still a development release. > I have RT 4.0.8 working on my test VM with MySQL 5.6.8, but need to > confirm if I can use same Index as documented here: No. That index is specific to the Sphinx indexer, and will do nothing useful to interact with MySQL 5.6. RT does not have support for MySQL 5.6's fulltext search; we're looking forward to it hitting GA, at which point we'll look into implementing support for it. But as of now, 5.0 or 5.1 with Sphinx is the only solution on MySQL. - Alex From sabujp at gmail.com Wed Dec 12 14:27:44 2012 From: sabujp at gmail.com (Sabuj Pattanayek) Date: Wed, 12 Dec 2012 13:27:44 -0600 Subject: [rt-users] firefox v17 doesn't seem to be able to see the main comment form field for typing in a new request/ticket as a regular user in rt 3.8.1 Message-ID: Hi all, Anyone see this issue with rt 3.8.1 & firefox v17 on linux when trying to create a new ticket or when replying to something through the rt interface as a regular user, the "describe the issue below" form field never appears? http://i.imgur.com/0zUsF.png Works fine with seamonkey , opera, chrome . Haven't tried other rt versions or other versions of firefox. Firefox doesn't seem to be loading anything and clicking in the area where the form input field is supposed to be does nothing. This is probably a firefox problem but just seeing if anyone else noticed this? Thanks, Sabuj From sabujp at gmail.com Wed Dec 12 14:28:29 2012 From: sabujp at gmail.com (Sabuj Pattanayek) Date: Wed, 12 Dec 2012 13:28:29 -0600 Subject: [rt-users] firefox v17 doesn't seem to be able to see the main comment form field for typing in a new request/ticket as a regular user in rt 3.8.1 In-Reply-To: References: Message-ID: yes I did start firefox in safe mode, no luck. From andy.law at roslin.ed.ac.uk Wed Dec 12 14:31:14 2012 From: andy.law at roslin.ed.ac.uk (LAW Andy) Date: Wed, 12 Dec 2012 19:31:14 +0000 Subject: [rt-users] Full text index with MySQL 5.6 In-Reply-To: <1355340204.21259.73.camel@umgah.localdomain> References: <075EB917A60B9E4989CC8205FF8B3E9806A9BEEF@exchange1.ad.olemiss.edu> <1355340204.21259.73.camel@umgah.localdomain> Message-ID: Can I just confirm a couple of things here? (since I'm just about to upgrade our slightly aged RT system) If I migrate my 3.6.5 mySQL-based system to 4.x, the current content searches will still work at the same sort of speed that they do now, will they not? Is the full-text search in postgres-based systems an enhancement or is 4.0/mySQL/content search a regression over 3.x? Is there a simple way to migrate from mySQL to postgres? Thanks in advance, Andy On 12 Dec 2012, at 19:23pm, Alex Vandiver wrote: > On Wed, 2012-12-12 at 18:08 +0000, Daksh Chauhan wrote: >> I am wondering if any one has tried this with MySQL 5.6 and RT 4.x? > > FYI, MySQL 5.6 has still not hit general availability (GA), and is hence > still a development release. > >> I have RT 4.0.8 working on my test VM with MySQL 5.6.8, but need to >> confirm if I can use same Index as documented here: > > No. That index is specific to the Sphinx indexer, and will do nothing > useful to interact with MySQL 5.6. > > RT does not have support for MySQL 5.6's fulltext search; we're looking > forward to it hitting GA, at which point we'll look into implementing > support for it. But as of now, 5.0 or 5.1 with Sphinx is the only > solution on MySQL. > - Alex > > -------- > We're hiring! http://bestpractical.com/jobs -- The University of Edinburgh is a charitable body, registered in Scotland, with registration number SC005336. From alexmv at bestpractical.com Wed Dec 12 14:47:35 2012 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 12 Dec 2012 14:47:35 -0500 Subject: [rt-users] Full text index with MySQL 5.6 In-Reply-To: References: <075EB917A60B9E4989CC8205FF8B3E9806A9BEEF@exchange1.ad.olemiss.edu> <1355340204.21259.73.camel@umgah.localdomain> Message-ID: <1355341655.21259.86.camel@umgah.localdomain> On Wed, 2012-12-12 at 19:31 +0000, LAW Andy wrote: > If I migrate my 3.6.5 mySQL-based system to 4.x, the current content > searches will still work at the same sort of speed that they do now, > will they not? Is the full-text search in postgres-based systems an > enhancement or is 4.0/mySQL/content search a regression over 3.x? Indexed searching on MySQL with Sphinx, Postgres, and Oracle, is an enhancement in 4.0. If you wish to have non-indexed content searching in 4.0 (as 3.8 and below have), you will need to explicitly enable it in your RT_SiteConfig; 4.0 defaults it to off. See the %FullTextSearch documentation in RT_Config.pm. > Is there a simple way to migrate from mySQL to postgres? Not currently. There are community-created tools that attempt it, and we've been working with a few clients on a more robust solution; we expect that it will ship with RT 4.2. - Alex From trs at bestpractical.com Wed Dec 12 14:59:22 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 12 Dec 2012 11:59:22 -0800 Subject: [rt-users] firefox v17 doesn't seem to be able to see the main comment form field for typing in a new request/ticket as a regular user in rt 3.8.1 In-Reply-To: References: Message-ID: <50C8E21A.2070108@bestpractical.com> On 12/12/2012 11:27 AM, Sabuj Pattanayek wrote: > Hi all, > > Anyone see this issue with rt 3.8.1 & firefox v17 on linux when trying > to create a new ticket or when replying to something through the rt > interface as a regular user, the "describe the issue below" form field > never appears? > > http://i.imgur.com/0zUsF.png > > Works fine with seamonkey , opera, chrome . Haven't tried other rt > versions or other versions of firefox. Firefox doesn't seem to be > loading anything and clicking in the area where the form input field > is supposed to be does nothing. This is probably a firefox problem but > just seeing if anyone else noticed this? Modern versions of Firefox don't like the very old FCKEditor files that shipped with RT 3.8.1. I believe removing the Unicode BOMs may solve the issue, but there may also be other problems. Upgrading RT will fix the problem. If you can't upgrade RT, you can disable the rich text editor and use the plain text editor either system-wide (in RT_SiteConfig.pm) or on a per-user preference basis. http://bestpractical.com/rt/docs/3.8/RT_Config.html#MessageBoxRichText There are some previous threads on rt-users about this issue as well. From smcclure at rice.edu Wed Dec 12 18:41:56 2012 From: smcclure at rice.edu (Susan K. McClure) Date: Wed, 12 Dec 2012 17:41:56 -0600 Subject: [rt-users] Error on Mark all messages as seen in ticket Message-ID: <50C91644.7020207@rice.edu> Hi, I am getting an error when trying to click on the link in a ticket to "jump to the first unread message and mark all messages as seen" This is testing on a newly upgraded system: - rt 3.8.13, w/ RT-FM, RT-IR, RT::Authn::ExternalAuth and others. - on rhel 6 - Using postgresql 9.2.2, nginx, and spawn-fcgi - We are also using the colorize status code feature as in http://wiki.bestpractical.com/view/ShowStatusInColor When I click on the link in a ticket (ticket # 391377) The browser displays: "An internal RT error has occurred. Your administrator can find more details in RT's log files" I see in the nginx error.log: ==================================== > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > "DBD::Pg::st execute failed: ERROR: invalid input syntax for integer: > "Must specify 'Name' attribute" > LINE 1: SELECT * FROM Principals WHERE id = 'Must specify ''Name'' ... > ^ at > /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 590. > RT::Handle=HASH(0x69f1e60) couldn't execute the query 'SELECT * FROM > Principals WHERE id = ?' at > /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 603 > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(" while > reading response header from upstream, client: 10.67.48.228, server: > rt3.rice.edu, request: "GET > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > host: "rt3.rice.edu", referrer: > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > "0x69f1e60)', 'SELECT * FROM Principals WHERE id = ?', 'Must specify > \'Name\' attribute') called at > /usr/local/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 > > DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Principal=HASH(0x7092440)', > 'SELECT * FROM Principals WHERE id = ?', 'Must specify \'Name\' > attribute') called at > /usr/local/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 > > DBIx::SearchBuilder::Record::LoadByCols('RT::Principal=HASH(0x7092440)', > 'id', 'Must specify \'Name\' attribute') ca" while reading response > header from upstream, client: 10.67.48.228, server: rt3.rice.edu, > request: "GET > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > host: "rt3.rice.edu", referrer: > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: "lled > at /usr/local/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 > > DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Principal=HASH(0x7092440)', > 'id', 'Must specify \'Name\' attribute') called at > /opt/rt3/lib/RT/Record.pm line 368 > RT::Record::LoadByCols('RT::Principal=HASH(0x7092440)', 'id', > 'Must specify \'Name\' attribute') called at > /usr/local/share/perl5/DBIx/SearchBuilder/Record.pm line 1140 > > DBIx::SearchBuilder::Record::LoadById('RT::Principal=HASH(0x7092440)', 'Must > specify" while reading response header from upstream, client: > 10.67.48.228, server: rt3.rice.edu, request: "GET > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > host: "rt3.rice.edu", referrer: > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > "\'Name\' attribute') called at > /usr/local/share/perl5/DBIx/SearchBuilder/Record.pm line 1056 > DBIx::SearchBuilder::Record::Load('RT::Principal=HASH(0x7092440)', > 'Must specify \'Name\' attribute') called at /opt/rt3/lib/RT/Record.pm > line 320 > RT::Record::Create('RT::Principal=HASH(0x7092440)', > 'PrincipalType', 'User', 'ObjectId', 0, 'Disabled', 0) called at > /opt/rt3/lib/RT/Principal.pm line 110 > RT::Principal::Create('RT::Principal=HASH(0x7092440)', > 'PrincipalType', 'User', 'Disabled', 0, 'ObjectId'," while reading > response header from upstream, client: 10.67.48.228, server: > rt3.rice.edu, request: "GET > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > host: "rt3.rice.edu", referrer: > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: " 0) > called at /opt/rt3/local/lib/RT/User_Local.pm line 86 > RT::Base::Create('RT::Attribute=HASH(0x72010b0)', 'ContentType', > '', 'Creator', 402, 'ObjectId', 391377, 'LastUpdatedBy', 402, ...) > called at /opt/rt3/lib/RT/Record.pm line 289 > RT::Record::Create('RT::Attribute=HASH(0x72010b0)', 'Name', > 'User-402-SeenUpTo', 'Content', '2012-12-04 15:08:27', 'ContentType', > '', 'Description', undef, ...) called at > /opt/rt3/lib/RT/Attribute_Overlay.pm line 181 > RT::Attribute::Create('RT::Attribute=HASH(0x72010" while reading > response header from upstream, client: 10.67.48.228, server: > rt3.rice.edu, request: "GET > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > host: "rt3.rice.edu", referrer: > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > "b0)', 'Object', 'RT::Ticket=HASH(0x71cd860)', 'Name', > 'User-402-SeenUpTo', 'Description', undef, 'Content', '2012-12-04 > 15:08:27', ...) called at /opt/rt3/lib/RT/Record.pm line 173 > RT::Record::AddAttribute('RT::Ticket=HASH(0x71cd860)', 'Content', > '2012-12-04 15:08:27', 'Description', undef, 'Name', > 'User-402-SeenUpTo') called at /opt/rt3/lib/RT/Record.pm line 200 > RT::Record::SetAttribute('RT::Ticket=HASH(0x71cd860)', 'Name', > 'User-402-SeenUpTo', 'Content', '2012-12-04 15:08:27') called at > /opt/rt3" while reading response header from upstream, client: > 10.67.48.228, server: rt3.rice.edu, request: "GET > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > host: "rt3.rice.edu", referrer: > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > "/share/html/Ticket/Display.html line 166 > HTML::Mason::Commands::__ANON__('MarkAsSeen', 1, 'id', 391377, > 'Anchor', 'txn-10489494') called at > /usr/share/perl5/HTML/Mason/Component.pm line 135 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x6a67370)', > 'MarkAsSeen', 1, 'id', 391377, 'Anchor', 'txn-10489494') called at > /usr/share/perl5/HTML/Mason/Request.pm line 1284 > eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1274 > HTML::Mason::Request::comp(undef, undef, un" while reading > response header from upstream, client: 10.67.48.228, server: > rt3.rice.edu, request: "GET > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > host: "rt3.rice.edu", referrer: > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: "def, > 'MarkAsSeen', 1, 'id', 391377, 'Anchor', 'txn-10489494', ...) called > at /opt/rt3/lib/RT/Interface/Web.pm line 546 > RT::Interface::Web::ShowRequestedPage('HASH(0x6a44940)') called at > /opt/rt3/lib/RT/Interface/Web.pm line 266 > RT::Interface::Web::HandleRequest('HASH(0x6a44940)') called at > /opt/rt3/share/html/autohandler line 53 > HTML::Mason::Commands::__ANON__('MarkAsSeen', 1, 'id', 391377, > 'Anchor', 'txn-10489494') called at > /usr/share/perl5/HTML/Mason/Component.pm line 135 > HTML::Mason::Compone" while reading response header from upstream, > client: 10.67.48.228, server: rt3.rice.edu, request: "GET > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > host: "rt3.rice.edu", referrer: > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > "nt::run('HTML::Mason::Component::FileBased=HASH(0x6a72048)', > 'MarkAsSeen', 1, 'id', 391377, 'Anchor', 'txn-10489494') called at > /usr/share/perl5/HTML/Mason/Request.pm line 1279 > eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1274 > HTML::Mason::Request::comp(undef, undef, undef, 'MarkAsSeen', 1, > 'id', 391377, 'Anchor', 'txn-10489494', ...) called at > /usr/share/perl5/HTML/Mason/Request.pm line 473 > eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 473 > eval {...} calle" while reading response header from upstream, > client: 10.67.48.228, server: rt3.rice.edu, request: "GET > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > host: "rt3.rice.edu", referrer: > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: "d at > /usr/share/perl5/HTML/Mason/Request.pm line 425 > > HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x71ab468)') > called at /usr/share/perl5/HTML/Mason/CGIHandler.pm line 190 > eval {...} called at /usr/share/perl5/HTML/Mason/CGIHandler.pm > line 190 > > HTML::Mason::Request::CGI::exec('RT::Interface::Web::Request=HASH(0x71ab468)') > called at /usr/share/perl5/HTML/Mason/Interp.pm line 342 > HTML::Mason::Interp::exec(undef, undef, 'MarkAsSeen', 1, 'id', > 391377, 'Anchor', 'txn-10489494') called" while reading response > header from upstream, client: 10.67.48.228, server: rt3.rice.edu, > request: "GET > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > host: "rt3.rice.edu", referrer: > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: "at > /usr/share/perl5/HTML/Mason/CGIHandler.pm line 121 > eval {...} called at /usr/share/perl5/HTML/Mason/CGIHandler.pm > line 121 > > HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x69ef058)', > 'HASH(0x68cc398)') called at /usr/share/perl5/HTML/Mason/CGIHandler.pm > line 73 > > HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x69ef058)', > 'CGI::Fast=HASH(0x69f5058)') called at /opt/rt3/bin/mason_handler.fcgi > line 91 > eval {...} called at /opt/rt3/bin/mason_handler.fcgi" while > reading response header from upstream, client: 10.67.48.228, server: > rt3.rice.edu, request: "GET > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > host: "rt3.rice.edu", referrer: > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: "line 91 > DBD::Pg::st execute failed: ERROR: current transaction is aborted, > commands ignored until end of transaction block at > /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 590. > RT::Handle=HASH(0x69f1e60) couldn't execute the query 'UPDATE > Principals SET ObjectId=? WHERE id=? ' at > /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 603 > > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x69f1e60)', 'UPDATE > Principals SET ObjectId=? WHERE id=? ', 'Must specify \'Name\' > attribu" while reading response header from upstream, client: > 10.67.48.228, server: rt3.rice.edu, request: "GET > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > host: "rt3.rice.edu", referrer: > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: "te', > undef) called at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm > line 454 > > DBIx::SearchBuilder::Handle::UpdateRecordValue('RT::Handle=HASH(0x69f1e60)', > 'Table', 'Principals', 'IsSQLFunction', undef, 'Column', 'ObjectId', > 'PrimaryKeys', 'HASH(0x707a5f8)', ...) called at > /usr/local/share/perl5/DBIx/SearchBuilder/Record.pm line 845 > > DBIx::SearchBuilder::Record::__Set('RT::Principal=HASH(0x7092440)', > 'Field', 'ObjectId', 'Value', 'Must specify \'Name\' attribute') > called at /usr/local/share/per" while reading response header from > upstream, client: 10.67.48.228, server: rt3.rice.edu, request: "GET > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > host: "rt3.rice.edu", referrer: > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > "l5/DBIx/SearchBuilder/Record/Cachable.pm line 140 > > DBIx::SearchBuilder::Record::Cachable::__Set('RT::Principal=HASH(0x7092440)', > 'Field', 'ObjectId', 'Value', 'Must specify \'Name\' attribute') > called at /opt/rt3/local/lib/RT/User_Local.pm line 97 > RT::Base::Create('RT::Attribute=HASH(0x72010b0)', 'ContentType', > '', 'Creator', 402, 'ObjectId', 391377, 'LastUpdatedBy', 402, ...) > called at /opt/rt3/lib/RT/Record.pm line 289 > RT::Record::Create('RT::Attribute=HASH(0x72010b0)', 'Name', > 'User-402-SeenUpT" while reading response header from upstream, > client: 10.67.48.228, server: rt3.rice.edu, request: "GET > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > host: "rt3.rice.edu", referrer: > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: "o', > 'Content', '2012-12-04 15:08:27', 'ContentType', '', 'Description', > undef, ...) called at /opt/rt3/lib/RT/Attribute_Overlay.pm line 181 > RT::Attribute::Create('RT::Attribute=HASH(0x72010b0)', 'Object', > 'RT::Ticket=HASH(0x71cd860)', 'Name', 'User-402-SeenUpTo', > 'Description', undef, 'Content', '2012-12-04 15:08:27', ...) called at > /opt/rt3/lib/RT/Record.pm line 173 > RT::Record::AddAttribute('RT::Ticket=HASH(0x71cd860)', 'Content', > '2012-12-04 15:08:27', 'Description', undef, 'Name', 'User-402-See" > while reading response header from upstream, client: 10.67.48.228, > server: rt3.rice.edu, request: "GET > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > host: "rt3.rice.edu", referrer: > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > "nUpTo') called at /opt/rt3/lib/RT/Record.pm line 200 > RT::Record::SetAttribute('RT::Ticket=HASH(0x71cd860)', 'Name', > 'User-402-SeenUpTo', 'Content', '2012-12-04 15:08:27') called at > /opt/rt3/share/html/Ticket/Display.html line 166 > HTML::Mason::Commands::__ANON__('MarkAsSeen', 1, 'id', 391377, > 'Anchor', 'txn-10489494') called at > /usr/share/perl5/HTML/Mason/Component.pm line 135 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x6a67370)', > 'MarkAsSeen', 1, 'id', 391377, 'Anchor'," while reading response > header from upstream, client: 10.67.48.228, server: rt3.rice.edu, > request: "GET > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > host: "rt3.rice.edu", referrer: > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > "'txn-10489494') called at /usr/share/perl5/HTML/Mason/Request.pm line > 1284 > eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1274 > HTML::Mason::Request::comp(undef, undef, undef, 'MarkAsSeen', 1, > 'id', 391377, 'Anchor', 'txn-10489494', ...) called at > /opt/rt3/lib/RT/Interface/Web.pm line 546 > RT::Interface::Web::ShowRequestedPage('HASH(0x6a44940)') called at > /opt/rt3/lib/RT/Interface/Web.pm line 266 > RT::Interface::Web::HandleRequest('HASH(0x6a44940)') called at > /opt/rt3/share/html/a" while reading response header from upstream, > client: 10.67.48.228, server: rt3.rice.edu, request: "GET > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > host: "rt3.rice.edu", referrer: > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > "utohandler line 53 > HTML::Mason::Commands::__ANON__('MarkAsSeen', 1, 'id', 391377, > 'Anchor', 'txn-10489494') called at > /usr/share/perl5/HTML/Mason/Component.pm line 135 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x6a72048)', > 'MarkAsSeen', 1, 'id', 391377, 'Anchor', 'txn-10489494') called at > /usr/share/perl5/HTML/Mason/Request.pm line 1279 > eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1274 > HTML::Mason::Request::comp(undef, undef, undef, 'MarkAsSeen', 1," > while reading response header from upstream, client: 10.67.48.228, > server: rt3.rice.edu, request: "GET > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > host: "rt3.rice.edu", referrer: > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > "'id', 391377, 'Anchor', 'txn-10489494', ...) called at > /usr/share/perl5/HTML/Mason/Request.pm line 473 > eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 473 > eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 425 > > HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x71ab468)') > called at /usr/share/perl5/HTML/Mason/CGIHandler.pm line 190 > eval {...} called at /usr/share/perl5/HTML/Mason/CGIHandler.pm > line 190 > HTML::Mason::Request::CGI::exec('RT::Interface::Web" while reading > response header from upstream, client: 10.67.48.228, server: > rt3.rice.edu, request: "GET > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > host: "rt3.rice.edu", referrer: > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > "::Request=HASH(0x71ab468)') called at > /usr/share/perl5/HTML/Mason/Interp.pm line 342 > HTML::Mason::Interp::exec(undef, undef, 'MarkAsSeen', 1, 'id', > 391377, 'Anchor', 'txn-10489494') called at > /usr/share/perl5/HTML/Mason/CGIHandler.pm line 121 > eval {...} called at /usr/share/perl5/HTML/Mason/CGIHandler.pm > line 121 > > HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x69ef058)', > 'HASH(0x68cc398)') called at /usr/share/perl5/HTML/Mason/CGIHandler.pm > line 73 > HTML::Mason::CGIHandler::hand" while reading response header from > upstream, client: 10.67.48.228, server: rt3.rice.edu, request: "GET > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > host: "rt3.rice.edu", referrer: > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > "le_cgi_object('HTML::Mason::CGIHandler=HASH(0x69ef058)', > 'CGI::Fast=HASH(0x69f5058)') called at /opt/rt3/bin/mason_handler.fcgi > line 91 > eval {...} called at /opt/rt3/bin/mason_handler.fcgi line 91 > DBD::Pg::st execute failed: ERROR: current transaction is aborted, > commands ignored until end of transaction block at > /usr/share/perl5/Apache/Session/Store/DBI.pm line 67. > [Wed Dec 12 23:35:36 2012] [error]: DBD::Pg::st execute failed: > ERROR: current transaction is aborted, commands ignored until end of" > while reading response header from upstream, client: 10.67.48.228, > server: rt3.rice.edu, request: "GET > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > host: "rt3.rice.edu", referrer: > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: " > transaction block at /usr/share/perl5/Apache/Session/Store/DBI.pm line > 67. (/opt/rt3/lib/RT/Interface/Web/Handler.pm:277) > [Wed Dec 12 23:35:36 2012] [crit]: Transaction not committed. Usually > indicates a software fault.Data loss may have occurred > (/opt/rt3/lib/RT/Interface/Web/Handler.pm:239)" while reading response > header from upstream, client: 10.67.48.228, server: rt3.rice.edu, > request: "GET > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > host: "rt3.rice.edu", referrer: > "https://rt3.rice.edu/Ticket/Display.html?id=391377" Can anyone give me some ideas as to the problem please ? Thanks. Susan K. McClure Rice University smcclure at rice.edu From bluethundr at gmail.com Wed Dec 12 23:15:27 2012 From: bluethundr at gmail.com (Tim Dunphy) Date: Wed, 12 Dec 2012 23:15:27 -0500 Subject: [rt-users] have RT cc' all included Message-ID: Hello List, Right now with our RT system, the auto-replies generated only go back to the sender and not the people cc'd. Can this be changed so that the auto-replies include anyone cc'd? If so, how can this be done? Thanks Tim -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -------------- next part -------------- An HTML attachment was scrubbed... URL: From qcxhome at hotmail.com Thu Dec 13 00:15:15 2012 From: qcxhome at hotmail.com (Chenxiong Qi) Date: Thu, 13 Dec 2012 13:15:15 +0800 Subject: [rt-users] How to write CF.{fieldname} if custom field name contains space character Message-ID: Hi all, Several custom field names in our company's RT system contain a space character like "Custom Field". Due to the security policy, I'm not allowed to create ticket with that kind of custom field name for testing. So, wrote this mail to hope that getting some guide from you. Is this CF.{Custome Field} valid when create ticket via REST API? Thanks! Chenxiong Qi -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexk at qbsystems.biz Thu Dec 13 02:08:11 2012 From: alexk at qbsystems.biz (Alexander Kaptsanov) Date: Thu, 13 Dec 2012 09:08:11 +0200 Subject: [rt-users] Template not working Message-ID: Hi, all. Three months ago I created a global template and sqrip that send a message to the new owner when changing the owner of the ticket. A month ago it stopped working. I did not do any upgrades for the RT and the server. I removed the template and the sqrip and created new ones. They did not work. Removed again and created new ones, while the template was very simple - "Just test". And it worked. All attempts to create a template in which there is a value of type {$Ticket->Subject} or similar (any variable type) - unsuccessful. Logs contains nothing - no errors. -- Best regards, Alex e-mail: alexk at qbsystems.biz -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Thu Dec 13 03:24:19 2012 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo - mobile) Date: Thu, 13 Dec 2012 08:24:19 +0000 Subject: [rt-users] Template not working Message-ID: When you save the template do you get any syntax error in the reporting area (the usually standard yellow feedback bit that appears on top)? Also, if I'm not wrong there's a radio button whose value determines if it's a " simple" scrip or not. Finally, can you see anything in the logs when the scrip is applied? Alexander Kaptsanov wrote: >-------- >We're hiring! http://bestpractical.com/jobs -------------- next part -------------- An HTML attachment was scrubbed... URL: From dominic.hargreaves at it.ox.ac.uk Thu Dec 13 05:24:29 2012 From: dominic.hargreaves at it.ox.ac.uk (Dominic Hargreaves) Date: Thu, 13 Dec 2012 10:24:29 +0000 Subject: [rt-users] Multi-tenant In-Reply-To: <50C8B95E.6090307@bestpractical.com> References: <004e01cdd7c5$9950a220$cbf1e660$@co.nz> <008801cdd883$74fc9c80$5ef5d580$@co.nz> <50C8B95E.6090307@bestpractical.com> Message-ID: <20121213102428.GA4165@squash.oucs.ox.ac.uk> On Wed, Dec 12, 2012 at 09:05:34AM -0800, Thomas Sibley wrote: > On 12/12/2012 08:12 AM, CB wrote: > > Thanks. I understand that it's possible to have multiple queues. Is it > > possible to have a multi-tenant setup i.e. one RT install with each "tenant" > > having its own environment e.g. domain, users, admin rights etc. Each tenant > > can log in to its own domain and administer the system (for themselves > > without affecting anyone else). From what I can see there is one local > > config file for all of RT and it's not possible to specify multiple domains. > > Short answer: No. Slightly longer answer: maybe, depending on definitions? Whilst RT has a notion of a single domain, you are free to route emails from other domains into the system (and have queues set up to respond with those addresses). Together with the fine-grained permissions model, and the subject tags on queues it may be possible to configure a single RT instance which would meet the OP's requirements (although I guess user admin would be the one sticking point, so it might be necessary to arrange for a separate user provisioning add-on to support the specific use cases). > Why would you prefer a single monolithic RT instance rather than a > handful of separate ones? Efficiencies in administration overhead and hardware requirements (depending on the relative volume of transactions, of course) are two that spring to mind immediately. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: Digital signature URL: From shuvam.misra at merceworld.com Thu Dec 13 05:33:07 2012 From: shuvam.misra at merceworld.com (Shuvam Misra) Date: Thu, 13 Dec 2012 16:03:07 +0530 Subject: [rt-users] Multi-tenant In-Reply-To: <20121213102428.GA4165@squash.oucs.ox.ac.uk> References: <004e01cdd7c5$9950a220$cbf1e660$@co.nz> <008801cdd883$74fc9c80$5ef5d580$@co.nz> <50C8B95E.6090307@bestpractical.com> <20121213102428.GA4165@squash.oucs.ox.ac.uk> Message-ID: <20121213103307.GC31353@merceworld.com> > > Why would you prefer a single monolithic RT instance rather than a > > handful of separate ones? > > Efficiencies in administration overhead and hardware requirements > (depending on the relative volume of transactions, of course) are two > that spring to mind immediately. Would tend to agree. In fact, I was quite taken aback by the earlier question. If one needs to run half a dozen separate RT installations (separate domains, separate user lists, etc) and the software allows you to run all of them from a single database and on a single server (i.e. multi-tenant support), will anyone want to set up separate servers then? I would have thought the reverse question is the natural one. Shuvam From stucki at mi.fu-berlin.de Thu Dec 13 05:46:55 2012 From: stucki at mi.fu-berlin.de (Christoph (Stucki) von Stuckrad) Date: Thu, 13 Dec 2012 11:46:55 +0100 Subject: [rt-users] Multi-tenant In-Reply-To: <20121213103307.GC31353@merceworld.com> References: <004e01cdd7c5$9950a220$cbf1e660$@co.nz> <008801cdd883$74fc9c80$5ef5d580$@co.nz> <50C8B95E.6090307@bestpractical.com> <20121213102428.GA4165@squash.oucs.ox.ac.uk> <20121213103307.GC31353@merceworld.com> Message-ID: <20121213104655.GF23363@localhost.mi.fu-berlin.de> On Thu, 13 Dec 2012, Shuvam Misra wrote: ... > (i.e. multi-tenant support), will anyone want to set up separate servers > then? I would have thought the reverse question is the natural one. Having read only the last thee mails and not much time now, I only want to tell, we did exactly tht, we did split a multi-tenant RT into (only!) two sepearte instances. Here were some more inssues than simply multi-versus-sigle group usage. But one of the reasons might be important. The overall-rights-matrix on only-one-userbase makes it difficult to wall in each of the groups, so they never see or notice one of the others. It *is* possible, but error-prone, if the 'groups' try to administer their own 'set of queues'. One wrong click or 'right' and information leaks will happen. In sigle-tenant-setups this stays impossible and virtual hosts are relatively cheap. Stucki -- Christoph von Stuckrad * * |nickname |Mail \ Freie Universitaet Berlin |/_*|'stucki' |Tel(Mo.,Mi.):+49 30 838-75 459| Mathematik & Informatik EDV |\ *|if online| (Di,Do,Fr):+49 30 77 39 6600| Takustr. 9 / 14195 Berlin * * |on IRCnet|Fax(home): +49 30 77 39 6601/ From shuvam.misra at merceworld.com Thu Dec 13 05:56:00 2012 From: shuvam.misra at merceworld.com (Shuvam Misra) Date: Thu, 13 Dec 2012 16:26:00 +0530 Subject: [rt-users] Multi-tenant In-Reply-To: <20121213104655.GF23363@localhost.mi.fu-berlin.de> References: <004e01cdd7c5$9950a220$cbf1e660$@co.nz> <008801cdd883$74fc9c80$5ef5d580$@co.nz> <50C8B95E.6090307@bestpractical.com> <20121213102428.GA4165@squash.oucs.ox.ac.uk> <20121213103307.GC31353@merceworld.com> <20121213104655.GF23363@localhost.mi.fu-berlin.de> Message-ID: <20121213105600.GA31783@merceworld.com> > The overall-rights-matrix on only-one-userbase makes it > difficult to wall in each of the groups, so they never > see or notice one of the others. It *is* possible, but > error-prone, if the 'groups' try to administer their own > 'set of queues'. One wrong click or 'right' and information > leaks will happen. In sigle-tenant-setups this stays > impossible and virtual hosts are relatively cheap. An application has to be designed to be multi-tenanted from the ground up to avoid these dangers. I guess RT is not. When we design multi-tenant apps, we get so paranoid that we add a "clientID" column to each table, without exception. Don't want to mess with leaks across these walls -- clients will disappear before we know it. Shuvam From ktm at rice.edu Thu Dec 13 09:34:06 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 13 Dec 2012 08:34:06 -0600 Subject: [rt-users] Error on Mark all messages as seen in ticket In-Reply-To: <50C91644.7020207@rice.edu> References: <50C91644.7020207@rice.edu> Message-ID: <20121213143406.GR14743@aart.rice.edu> Hi RT community, We figured out the problem -- a bad case of local modifications. Sorry for the interruption. Regards, Ken On Wed, Dec 12, 2012 at 05:41:56PM -0600, Susan K. McClure wrote: > Hi, > I am getting an error when trying to click on the link in a ticket to > "jump to the first unread message and mark all messages as seen" > > This is testing on a newly upgraded system: > - rt 3.8.13, w/ RT-FM, RT-IR, RT::Authn::ExternalAuth and others. > - on rhel 6 > - Using postgresql 9.2.2, nginx, and spawn-fcgi > - We are also using the colorize status code feature as in > http://wiki.bestpractical.com/view/ShowStatusInColor > > When I click on the link in a ticket (ticket # 391377) The browser > displays: > "An internal RT error has occurred. Your administrator can find more > details in RT's log files" > > I see in the nginx error.log: > ==================================== > > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > > "DBD::Pg::st execute failed: ERROR: invalid input syntax for integer: > > "Must specify 'Name' attribute" > > LINE 1: SELECT * FROM Principals WHERE id = 'Must specify ''Name'' ... > > ^ at > > /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 590. > > RT::Handle=HASH(0x69f1e60) couldn't execute the query 'SELECT * FROM > > Principals WHERE id = ?' at > > /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 603 > > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(" while > > reading response header from upstream, client: 10.67.48.228, server: > > rt3.rice.edu, request: "GET > > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > > host: "rt3.rice.edu", referrer: > > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > > "0x69f1e60)', 'SELECT * FROM Principals WHERE id = ?', 'Must specify > > \'Name\' attribute') called at > > /usr/local/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 > > > > DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Principal=HASH(0x7092440)', > > 'SELECT * FROM Principals WHERE id = ?', 'Must specify \'Name\' > > attribute') called at > > /usr/local/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 > > > > DBIx::SearchBuilder::Record::LoadByCols('RT::Principal=HASH(0x7092440)', > > 'id', 'Must specify \'Name\' attribute') ca" while reading response > > header from upstream, client: 10.67.48.228, server: rt3.rice.edu, > > request: "GET > > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > > host: "rt3.rice.edu", referrer: > > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: "lled > > at /usr/local/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 > > > > DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Principal=HASH(0x7092440)', > > 'id', 'Must specify \'Name\' attribute') called at > > /opt/rt3/lib/RT/Record.pm line 368 > > RT::Record::LoadByCols('RT::Principal=HASH(0x7092440)', 'id', > > 'Must specify \'Name\' attribute') called at > > /usr/local/share/perl5/DBIx/SearchBuilder/Record.pm line 1140 > > > > DBIx::SearchBuilder::Record::LoadById('RT::Principal=HASH(0x7092440)', 'Must > > specify" while reading response header from upstream, client: > > 10.67.48.228, server: rt3.rice.edu, request: "GET > > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > > host: "rt3.rice.edu", referrer: > > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > > "\'Name\' attribute') called at > > /usr/local/share/perl5/DBIx/SearchBuilder/Record.pm line 1056 > > DBIx::SearchBuilder::Record::Load('RT::Principal=HASH(0x7092440)', > > 'Must specify \'Name\' attribute') called at /opt/rt3/lib/RT/Record.pm > > line 320 > > RT::Record::Create('RT::Principal=HASH(0x7092440)', > > 'PrincipalType', 'User', 'ObjectId', 0, 'Disabled', 0) called at > > /opt/rt3/lib/RT/Principal.pm line 110 > > RT::Principal::Create('RT::Principal=HASH(0x7092440)', > > 'PrincipalType', 'User', 'Disabled', 0, 'ObjectId'," while reading > > response header from upstream, client: 10.67.48.228, server: > > rt3.rice.edu, request: "GET > > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > > host: "rt3.rice.edu", referrer: > > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: " 0) > > called at /opt/rt3/local/lib/RT/User_Local.pm line 86 > > RT::Base::Create('RT::Attribute=HASH(0x72010b0)', 'ContentType', > > '', 'Creator', 402, 'ObjectId', 391377, 'LastUpdatedBy', 402, ...) > > called at /opt/rt3/lib/RT/Record.pm line 289 > > RT::Record::Create('RT::Attribute=HASH(0x72010b0)', 'Name', > > 'User-402-SeenUpTo', 'Content', '2012-12-04 15:08:27', 'ContentType', > > '', 'Description', undef, ...) called at > > /opt/rt3/lib/RT/Attribute_Overlay.pm line 181 > > RT::Attribute::Create('RT::Attribute=HASH(0x72010" while reading > > response header from upstream, client: 10.67.48.228, server: > > rt3.rice.edu, request: "GET > > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > > host: "rt3.rice.edu", referrer: > > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > > "b0)', 'Object', 'RT::Ticket=HASH(0x71cd860)', 'Name', > > 'User-402-SeenUpTo', 'Description', undef, 'Content', '2012-12-04 > > 15:08:27', ...) called at /opt/rt3/lib/RT/Record.pm line 173 > > RT::Record::AddAttribute('RT::Ticket=HASH(0x71cd860)', 'Content', > > '2012-12-04 15:08:27', 'Description', undef, 'Name', > > 'User-402-SeenUpTo') called at /opt/rt3/lib/RT/Record.pm line 200 > > RT::Record::SetAttribute('RT::Ticket=HASH(0x71cd860)', 'Name', > > 'User-402-SeenUpTo', 'Content', '2012-12-04 15:08:27') called at > > /opt/rt3" while reading response header from upstream, client: > > 10.67.48.228, server: rt3.rice.edu, request: "GET > > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > > host: "rt3.rice.edu", referrer: > > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > > "/share/html/Ticket/Display.html line 166 > > HTML::Mason::Commands::__ANON__('MarkAsSeen', 1, 'id', 391377, > > 'Anchor', 'txn-10489494') called at > > /usr/share/perl5/HTML/Mason/Component.pm line 135 > > > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x6a67370)', > > 'MarkAsSeen', 1, 'id', 391377, 'Anchor', 'txn-10489494') called at > > /usr/share/perl5/HTML/Mason/Request.pm line 1284 > > eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1274 > > HTML::Mason::Request::comp(undef, undef, un" while reading > > response header from upstream, client: 10.67.48.228, server: > > rt3.rice.edu, request: "GET > > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > > host: "rt3.rice.edu", referrer: > > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: "def, > > 'MarkAsSeen', 1, 'id', 391377, 'Anchor', 'txn-10489494', ...) called > > at /opt/rt3/lib/RT/Interface/Web.pm line 546 > > RT::Interface::Web::ShowRequestedPage('HASH(0x6a44940)') called at > > /opt/rt3/lib/RT/Interface/Web.pm line 266 > > RT::Interface::Web::HandleRequest('HASH(0x6a44940)') called at > > /opt/rt3/share/html/autohandler line 53 > > HTML::Mason::Commands::__ANON__('MarkAsSeen', 1, 'id', 391377, > > 'Anchor', 'txn-10489494') called at > > /usr/share/perl5/HTML/Mason/Component.pm line 135 > > HTML::Mason::Compone" while reading response header from upstream, > > client: 10.67.48.228, server: rt3.rice.edu, request: "GET > > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > > host: "rt3.rice.edu", referrer: > > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > > "nt::run('HTML::Mason::Component::FileBased=HASH(0x6a72048)', > > 'MarkAsSeen', 1, 'id', 391377, 'Anchor', 'txn-10489494') called at > > /usr/share/perl5/HTML/Mason/Request.pm line 1279 > > eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1274 > > HTML::Mason::Request::comp(undef, undef, undef, 'MarkAsSeen', 1, > > 'id', 391377, 'Anchor', 'txn-10489494', ...) called at > > /usr/share/perl5/HTML/Mason/Request.pm line 473 > > eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 473 > > eval {...} calle" while reading response header from upstream, > > client: 10.67.48.228, server: rt3.rice.edu, request: "GET > > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > > host: "rt3.rice.edu", referrer: > > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: "d at > > /usr/share/perl5/HTML/Mason/Request.pm line 425 > > > > HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x71ab468)') > > called at /usr/share/perl5/HTML/Mason/CGIHandler.pm line 190 > > eval {...} called at /usr/share/perl5/HTML/Mason/CGIHandler.pm > > line 190 > > > > HTML::Mason::Request::CGI::exec('RT::Interface::Web::Request=HASH(0x71ab468)') > > called at /usr/share/perl5/HTML/Mason/Interp.pm line 342 > > HTML::Mason::Interp::exec(undef, undef, 'MarkAsSeen', 1, 'id', > > 391377, 'Anchor', 'txn-10489494') called" while reading response > > header from upstream, client: 10.67.48.228, server: rt3.rice.edu, > > request: "GET > > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > > host: "rt3.rice.edu", referrer: > > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: "at > > /usr/share/perl5/HTML/Mason/CGIHandler.pm line 121 > > eval {...} called at /usr/share/perl5/HTML/Mason/CGIHandler.pm > > line 121 > > > > HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x69ef058)', > > 'HASH(0x68cc398)') called at /usr/share/perl5/HTML/Mason/CGIHandler.pm > > line 73 > > > > HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x69ef058)', > > 'CGI::Fast=HASH(0x69f5058)') called at /opt/rt3/bin/mason_handler.fcgi > > line 91 > > eval {...} called at /opt/rt3/bin/mason_handler.fcgi" while > > reading response header from upstream, client: 10.67.48.228, server: > > rt3.rice.edu, request: "GET > > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > > host: "rt3.rice.edu", referrer: > > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: "line 91 > > DBD::Pg::st execute failed: ERROR: current transaction is aborted, > > commands ignored until end of transaction block at > > /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 590. > > RT::Handle=HASH(0x69f1e60) couldn't execute the query 'UPDATE > > Principals SET ObjectId=? WHERE id=? ' at > > /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 603 > > > > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x69f1e60)', 'UPDATE > > Principals SET ObjectId=? WHERE id=? ', 'Must specify \'Name\' > > attribu" while reading response header from upstream, client: > > 10.67.48.228, server: rt3.rice.edu, request: "GET > > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > > host: "rt3.rice.edu", referrer: > > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: "te', > > undef) called at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm > > line 454 > > > > DBIx::SearchBuilder::Handle::UpdateRecordValue('RT::Handle=HASH(0x69f1e60)', > > 'Table', 'Principals', 'IsSQLFunction', undef, 'Column', 'ObjectId', > > 'PrimaryKeys', 'HASH(0x707a5f8)', ...) called at > > /usr/local/share/perl5/DBIx/SearchBuilder/Record.pm line 845 > > > > DBIx::SearchBuilder::Record::__Set('RT::Principal=HASH(0x7092440)', > > 'Field', 'ObjectId', 'Value', 'Must specify \'Name\' attribute') > > called at /usr/local/share/per" while reading response header from > > upstream, client: 10.67.48.228, server: rt3.rice.edu, request: "GET > > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > > host: "rt3.rice.edu", referrer: > > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > > "l5/DBIx/SearchBuilder/Record/Cachable.pm line 140 > > > > DBIx::SearchBuilder::Record::Cachable::__Set('RT::Principal=HASH(0x7092440)', > > 'Field', 'ObjectId', 'Value', 'Must specify \'Name\' attribute') > > called at /opt/rt3/local/lib/RT/User_Local.pm line 97 > > RT::Base::Create('RT::Attribute=HASH(0x72010b0)', 'ContentType', > > '', 'Creator', 402, 'ObjectId', 391377, 'LastUpdatedBy', 402, ...) > > called at /opt/rt3/lib/RT/Record.pm line 289 > > RT::Record::Create('RT::Attribute=HASH(0x72010b0)', 'Name', > > 'User-402-SeenUpT" while reading response header from upstream, > > client: 10.67.48.228, server: rt3.rice.edu, request: "GET > > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > > host: "rt3.rice.edu", referrer: > > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: "o', > > 'Content', '2012-12-04 15:08:27', 'ContentType', '', 'Description', > > undef, ...) called at /opt/rt3/lib/RT/Attribute_Overlay.pm line 181 > > RT::Attribute::Create('RT::Attribute=HASH(0x72010b0)', 'Object', > > 'RT::Ticket=HASH(0x71cd860)', 'Name', 'User-402-SeenUpTo', > > 'Description', undef, 'Content', '2012-12-04 15:08:27', ...) called at > > /opt/rt3/lib/RT/Record.pm line 173 > > RT::Record::AddAttribute('RT::Ticket=HASH(0x71cd860)', 'Content', > > '2012-12-04 15:08:27', 'Description', undef, 'Name', 'User-402-See" > > while reading response header from upstream, client: 10.67.48.228, > > server: rt3.rice.edu, request: "GET > > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > > host: "rt3.rice.edu", referrer: > > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > > "nUpTo') called at /opt/rt3/lib/RT/Record.pm line 200 > > RT::Record::SetAttribute('RT::Ticket=HASH(0x71cd860)', 'Name', > > 'User-402-SeenUpTo', 'Content', '2012-12-04 15:08:27') called at > > /opt/rt3/share/html/Ticket/Display.html line 166 > > HTML::Mason::Commands::__ANON__('MarkAsSeen', 1, 'id', 391377, > > 'Anchor', 'txn-10489494') called at > > /usr/share/perl5/HTML/Mason/Component.pm line 135 > > > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x6a67370)', > > 'MarkAsSeen', 1, 'id', 391377, 'Anchor'," while reading response > > header from upstream, client: 10.67.48.228, server: rt3.rice.edu, > > request: "GET > > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > > host: "rt3.rice.edu", referrer: > > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > > "'txn-10489494') called at /usr/share/perl5/HTML/Mason/Request.pm line > > 1284 > > eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1274 > > HTML::Mason::Request::comp(undef, undef, undef, 'MarkAsSeen', 1, > > 'id', 391377, 'Anchor', 'txn-10489494', ...) called at > > /opt/rt3/lib/RT/Interface/Web.pm line 546 > > RT::Interface::Web::ShowRequestedPage('HASH(0x6a44940)') called at > > /opt/rt3/lib/RT/Interface/Web.pm line 266 > > RT::Interface::Web::HandleRequest('HASH(0x6a44940)') called at > > /opt/rt3/share/html/a" while reading response header from upstream, > > client: 10.67.48.228, server: rt3.rice.edu, request: "GET > > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > > host: "rt3.rice.edu", referrer: > > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > > "utohandler line 53 > > HTML::Mason::Commands::__ANON__('MarkAsSeen', 1, 'id', 391377, > > 'Anchor', 'txn-10489494') called at > > /usr/share/perl5/HTML/Mason/Component.pm line 135 > > > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x6a72048)', > > 'MarkAsSeen', 1, 'id', 391377, 'Anchor', 'txn-10489494') called at > > /usr/share/perl5/HTML/Mason/Request.pm line 1279 > > eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1274 > > HTML::Mason::Request::comp(undef, undef, undef, 'MarkAsSeen', 1," > > while reading response header from upstream, client: 10.67.48.228, > > server: rt3.rice.edu, request: "GET > > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > > host: "rt3.rice.edu", referrer: > > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > > "'id', 391377, 'Anchor', 'txn-10489494', ...) called at > > /usr/share/perl5/HTML/Mason/Request.pm line 473 > > eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 473 > > eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 425 > > > > HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x71ab468)') > > called at /usr/share/perl5/HTML/Mason/CGIHandler.pm line 190 > > eval {...} called at /usr/share/perl5/HTML/Mason/CGIHandler.pm > > line 190 > > HTML::Mason::Request::CGI::exec('RT::Interface::Web" while reading > > response header from upstream, client: 10.67.48.228, server: > > rt3.rice.edu, request: "GET > > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > > host: "rt3.rice.edu", referrer: > > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > > "::Request=HASH(0x71ab468)') called at > > /usr/share/perl5/HTML/Mason/Interp.pm line 342 > > HTML::Mason::Interp::exec(undef, undef, 'MarkAsSeen', 1, 'id', > > 391377, 'Anchor', 'txn-10489494') called at > > /usr/share/perl5/HTML/Mason/CGIHandler.pm line 121 > > eval {...} called at /usr/share/perl5/HTML/Mason/CGIHandler.pm > > line 121 > > > > HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x69ef058)', > > 'HASH(0x68cc398)') called at /usr/share/perl5/HTML/Mason/CGIHandler.pm > > line 73 > > HTML::Mason::CGIHandler::hand" while reading response header from > > upstream, client: 10.67.48.228, server: rt3.rice.edu, request: "GET > > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > > host: "rt3.rice.edu", referrer: > > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: > > "le_cgi_object('HTML::Mason::CGIHandler=HASH(0x69ef058)', > > 'CGI::Fast=HASH(0x69f5058)') called at /opt/rt3/bin/mason_handler.fcgi > > line 91 > > eval {...} called at /opt/rt3/bin/mason_handler.fcgi line 91 > > DBD::Pg::st execute failed: ERROR: current transaction is aborted, > > commands ignored until end of transaction block at > > /usr/share/perl5/Apache/Session/Store/DBI.pm line 67. > > [Wed Dec 12 23:35:36 2012] [error]: DBD::Pg::st execute failed: > > ERROR: current transaction is aborted, commands ignored until end of" > > while reading response header from upstream, client: 10.67.48.228, > > server: rt3.rice.edu, request: "GET > > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > > host: "rt3.rice.edu", referrer: > > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > > 2012/12/12 17:35:36 [error] 31935#0: *13 FastCGI sent in stderr: " > > transaction block at /usr/share/perl5/Apache/Session/Store/DBI.pm line > > 67. (/opt/rt3/lib/RT/Interface/Web/Handler.pm:277) > > [Wed Dec 12 23:35:36 2012] [crit]: Transaction not committed. Usually > > indicates a software fault.Data loss may have occurred > > (/opt/rt3/lib/RT/Interface/Web/Handler.pm:239)" while reading response > > header from upstream, client: 10.67.48.228, server: rt3.rice.edu, > > request: "GET > > /Ticket/Display.html?id=391377&MarkAsSeen=1&Anchor=txn-10489494 > > HTTP/1.1", upstream: "fastcgi://unix:/opt/rt3/var/fastcgi.sock:", > > host: "rt3.rice.edu", referrer: > > "https://rt3.rice.edu/Ticket/Display.html?id=391377" > > > Can anyone give me some ideas as to the problem please ? > > Thanks. > > > > > Susan K. McClure > Rice University > smcclure at rice.edu > > > > > > > > > -------- > We're hiring! http://bestpractical.com/jobs > From tjrc at sanger.ac.uk Thu Dec 13 10:54:40 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Thu, 13 Dec 2012 15:54:40 +0000 Subject: [rt-users] Multi-tenant In-Reply-To: <20121213105600.GA31783@merceworld.com> References: <004e01cdd7c5$9950a220$cbf1e660$@co.nz> <008801cdd883$74fc9c80$5ef5d580$@co.nz> <50C8B95E.6090307@bestpractical.com> <20121213102428.GA4165@squash.oucs.ox.ac.uk> <20121213103307.GC31353@merceworld.com> <20121213104655.GF23363@localhost.mi.fu-berlin.de> <20121213105600.GA31783@merceworld.com> Message-ID: <89EB287C-2A5B-4E4E-A902-450F2C7C014A@sanger.ac.uk> On 13 Dec 2012, at 10:56, Shuvam Misra wrote: >> The overall-rights-matrix on only-one-userbase makes it >> difficult to wall in each of the groups, so they never >> see or notice one of the others. It *is* possible, but >> error-prone, if the 'groups' try to administer their own >> 'set of queues'. One wrong click or 'right' and information >> leaks will happen. In sigle-tenant-setups this stays >> impossible and virtual hosts are relatively cheap. > > An application has to be designed to be multi-tenanted from the ground up > to avoid these dangers. I guess RT is not. Indeed; there are several places where this is obvious; the principal ones, in my view, being Scrips and Templates. Both of these allow essentially arbitrary perl code. RT's access control lists don't apply here - everything essentially happens as the RT::System user, so if a user has the ability to write Mason templates, or to write Scrips, they can automatically access anything in the database, even if the ACLs formally forbid it. Even if you had the client id column, you'd still have security issues to do with arbitrary perl, since you can always find the appropriate database handle and just do things to the database willy nilly. In order to make multi-tenant even remotely sensible, you'd have basically completely ban users from making custom scrips and templates. And then, in my view, re-architect the way things work. You'd probably need: a) Several RT::System style users for the different tenants (or possibly) b) Database level permissions using those users Row-based authentication isn't available in MySQL, so you'd probably have to use something like Oracle, if you wanted it really bullet proof. Personally, I'd do multi-tenant through virtualisation. Still only one piece of hardware, but you're keeping the data more effectively segregated. You could simplify and centralise your configuration through scripts, so you didn't have to configure each tenant by hand. 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 darin at darins.net Thu Dec 13 11:27:28 2012 From: darin at darins.net (Darin Perusich) Date: Thu, 13 Dec 2012 11:27:28 -0500 Subject: [rt-users] Full text index with MySQL 5.6 In-Reply-To: <1355341655.21259.86.camel@umgah.localdomain> References: <075EB917A60B9E4989CC8205FF8B3E9806A9BEEF@exchange1.ad.olemiss.edu> <1355340204.21259.73.camel@umgah.localdomain> <1355341655.21259.86.camel@umgah.localdomain> Message-ID: On Wed, Dec 12, 2012 at 2:47 PM, Alex Vandiver wrote: > > Is there a simple way to migrate from mySQL to postgres? > > Not currently. There are community-created tools that attempt it, and > we've been working with a few clients on a more robust solution; we > expect that it will ship with RT 4.2. I've used this tool with success, I also package it with request-tracker in the OpenSuSE devel:languages:perl repo. There are also a number of "generic" mysql to postgres tools available which I've used with success as well, google will be your friend to find them. http://wiki-archive.bestpractical.com/view/rt-mysql2pg -------------- next part -------------- An HTML attachment was scrubbed... URL: From lenjaffe at jaffesystems.com Thu Dec 13 13:04:37 2012 From: lenjaffe at jaffesystems.com (Len Jaffe) Date: Thu, 13 Dec 2012 13:04:37 -0500 Subject: [rt-users] RT: session flush and $m->redirect Message-ID: Given: $session{errormessge} = 'You blew it!"; $m->redirect($homePage); When my code performs a redirect, the error message is not being saved for use in the on the next page. Is there a magic flush() method that I need to call prior to calling redirect? Thanks, Len. -- lenjaffe at jaffesystems.com 614-404-4214 www.lenjaffe.com Proprietor: http://www.theycomewithcheese.com/ - An Homage to Fromage Perl Advent Planet - Advent Calendars: Perlish and otherwise. Greenbar : Grubmaster: 2012-2009, Grub Asst: 2008, Trained: 2007. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Dec 13 13:45:43 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 13 Dec 2012 22:45:43 +0400 Subject: [rt-users] RT: session flush and $m->redirect In-Reply-To: References: Message-ID: On Thu, Dec 13, 2012 at 10:04 PM, Len Jaffe wrote: > > Given: > $session{errormessge} = 'You blew it!"; > $m->redirect($homePage); > > When my code performs a redirect, the error message is not being saved for > use in the on the next page. > > Is there a magic flush() method that I need to call prior to calling > redirect? You need MaybeRedirectForResults. > > Thanks, > Len. > -- > lenjaffe at jaffesystems.com 614-404-4214 www.lenjaffe.com > Proprietor: http://www.theycomewithcheese.com/ - An Homage to Fromage > Perl Advent Planet - Advent Calendars: Perlish and otherwise. > Greenbar: Grubmaster: 2012-2009, Grub Asst: 2008, Trained: 2007. > > > > -------- > We're hiring! http://bestpractical.com/jobs > -- Best regards, Ruslan. From ruz at bestpractical.com Thu Dec 13 13:50:11 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 13 Dec 2012 22:50:11 +0400 Subject: [rt-users] Template not working In-Reply-To: References: Message-ID: On Thu, Dec 13, 2012 at 11:08 AM, Alexander Kaptsanov wrote: > Hi, all. > > Three months ago I created a global template and sqrip that send a message > to the new owner when changing the owner of the ticket. > > A month ago it stopped working. I did not do any upgrades for the RT and the > server. > > I removed the template and the sqrip and created new ones. They did not > work. > > Removed again and created new ones, while the template was very simple - > "Just test". And it worked. > > All attempts to create a template in which there is a value of type > {$Ticket->Subject} or similar (any variable type) - unsuccessful. > > Logs contains nothing - no errors. With debug log level enabled RT is very chatty about which scrips it tries for which txn. > > -- > Best regards, > Alex > e-mail: alexk at qbsystems.biz > > > -------- > We're hiring! http://bestpractical.com/jobs > -- Best regards, Ruslan. From tim at marchex.com Thu Dec 13 14:32:47 2012 From: tim at marchex.com (Tim Wiley) Date: Thu, 13 Dec 2012 11:32:47 -0800 Subject: [rt-users] have RT cc' all included In-Reply-To: References: Message-ID: <50CA2D5F.7060908@marchex.com> On 12/12/2012 08:15 PM, Tim Dunphy wrote: > Hello List, > > Right now with our RT system, the auto-replies generated only go back > to the sender and not the people cc'd. Can this be changed so that the > auto-replies include anyone cc'd? If so, how can this be done? > > Thanks > Tim If I'm understanding what you're looking for, you'll just setup a new scrip (either globally or on the queue level) to notify CCs for certain transactions. Something like: On Create Notify Ccs with template Transaction On Resolve Notify Ccs with template Status Change etc... From trs at bestpractical.com Thu Dec 13 14:57:00 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 13 Dec 2012 11:57:00 -0800 Subject: [rt-users] Full text index with MySQL 5.6 In-Reply-To: References: <075EB917A60B9E4989CC8205FF8B3E9806A9BEEF@exchange1.ad.olemiss.edu> <1355340204.21259.73.camel@umgah.localdomain> <1355341655.21259.86.camel@umgah.localdomain> Message-ID: <50CA330C.3070301@bestpractical.com> On 12/13/2012 08:27 AM, Darin Perusich wrote: > I've used this tool with success, I also package it with request-tracker > in the OpenSuSE devel:languages:perl repo. There are also a number of > "generic" mysql to postgres tools available which I've used with success > as well, google will be your friend to find them. > > http://wiki-archive.bestpractical.com/view/rt-mysql2pg Thanks for maintaining distribution packages of RT! If you ever run into issues or have questions about releases, find us in #rt on irc.perl.org. It'd be great if you could clearly mark rt-mysql2pg as community contributed, since it's not an officially supported migration tool. It may appear as such since it's packaged with the rest of RT. Thomas From trs at bestpractical.com Thu Dec 13 15:04:36 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 13 Dec 2012 12:04:36 -0800 Subject: [rt-users] Multi-tenant In-Reply-To: <20121213103307.GC31353@merceworld.com> References: <004e01cdd7c5$9950a220$cbf1e660$@co.nz> <008801cdd883$74fc9c80$5ef5d580$@co.nz> <50C8B95E.6090307@bestpractical.com> <20121213102428.GA4165@squash.oucs.ox.ac.uk> <20121213103307.GC31353@merceworld.com> Message-ID: <50CA34D4.6090308@bestpractical.com> On 12/13/2012 02:33 AM, Shuvam Misra wrote: >>> Why would you prefer a single monolithic RT instance rather than a >>> handful of separate ones? >> >> Efficiencies in administration overhead and hardware requirements >> (depending on the relative volume of transactions, of course) are two >> that spring to mind immediately. > > Would tend to agree. In fact, I was quite taken aback by the earlier > question. If one needs to run half a dozen separate RT installations > (separate domains, separate user lists, etc) and the software allows > you to run all of them from a single database and on a single server > (i.e. multi-tenant support), will anyone want to set up separate servers > then? I would have thought the reverse question is the natural one. Perhaps it's our different perspectives. :) Multi-tenant support (as you can start to see from the followups in this thread already) is full of thorny issues that add an astonishing amount of development and maintenance complexity and overhead. It's much simpler from many perspectives to avoid that complexity by relying on physical separations (VMs, virtual hosts, etc) to achieve separate instances. There's no reason you have to setup entirely separate servers for each tenant (although you may want to for other reasons); you can run multiple copies of RT on the same server just fine. From shuvam.misra at merceworld.com Thu Dec 13 13:42:29 2012 From: shuvam.misra at merceworld.com (Shuvam Misra) Date: Fri, 14 Dec 2012 00:12:29 +0530 Subject: [rt-users] Multi-tenant In-Reply-To: <89EB287C-2A5B-4E4E-A902-450F2C7C014A@sanger.ac.uk> References: <004e01cdd7c5$9950a220$cbf1e660$@co.nz> <008801cdd883$74fc9c80$5ef5d580$@co.nz> <50C8B95E.6090307@bestpractical.com> <20121213102428.GA4165@squash.oucs.ox.ac.uk> <20121213103307.GC31353@merceworld.com> <20121213104655.GF23363@localhost.mi.fu-berlin.de> <20121213105600.GA31783@merceworld.com> <89EB287C-2A5B-4E4E-A902-450F2C7C014A@sanger.ac.uk> Message-ID: <20121213184229.GA5642@merceworld.com> > Personally, I'd do multi-tenant through virtualisation. Still only > one piece of hardware, but you're keeping the data more effectively > segregated. You could simplify and centralise your configuration through > scripts, so you didn't have to configure each tenant by hand. I too was wondering what would I do if I took a browser-based app like RT and needed to run multi-tenant setups on a single physical server. One option is of course virtualisation, but another could be just running an Apache with multiple virtualhost setups. Can one install multiple copies of RT in multiple directories, and make them connect to the same PG or MySQL database server but use various different databases? So, in short, we will have one Apache daemon listening on five different domains using its VirtualHost feature, then redirecting accesses to five different physical copies of RT running on five different port numbers and storing their config files etc in five different directories. And at the back-end, all five RT instances would talk to the same database server on the same database port number, but would connect to five different databases. Will this work? Shuvam From trs at bestpractical.com Thu Dec 13 15:20:32 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 13 Dec 2012 12:20:32 -0800 Subject: [rt-users] Multi-tenant In-Reply-To: <20121213184229.GA5642@merceworld.com> References: <004e01cdd7c5$9950a220$cbf1e660$@co.nz> <008801cdd883$74fc9c80$5ef5d580$@co.nz> <50C8B95E.6090307@bestpractical.com> <20121213102428.GA4165@squash.oucs.ox.ac.uk> <20121213103307.GC31353@merceworld.com> <20121213104655.GF23363@localhost.mi.fu-berlin.de> <20121213105600.GA31783@merceworld.com> <89EB287C-2A5B-4E4E-A902-450F2C7C014A@sanger.ac.uk> <20121213184229.GA5642@merceworld.com> Message-ID: <50CA3890.6000705@bestpractical.com> On 12/13/2012 10:42 AM, Shuvam Misra wrote: > I too was wondering what would I do if I took a browser-based app like RT > and needed to run multi-tenant setups on a single physical server. One > option is of course virtualisation, but another could be just running an > Apache with multiple virtualhost setups. Can one install multiple copies > of RT in multiple directories, and make them connect to the same PG or > MySQL database server but use various different databases? So, in short, > we will have one Apache daemon listening on five different domains using > its VirtualHost feature, then redirecting accesses to five different > physical copies of RT running on five different port numbers and storing > their config files etc in five different directories. And at the > back-end, all five RT instances would talk to the same database server on > the same database port number, but would connect to five different > databases. > > Will this work? Yup, works great. That's essentially what we do. You'll want a mod_fcgid, mod_fastcgi, or reverse proxy deployment. You can't use mod_perl to run multiple copies of RT because of the global Perl interpreter state. From rainer at ultra-secure.de Thu Dec 13 15:26:42 2012 From: rainer at ultra-secure.de (Rainer Duffner) Date: Thu, 13 Dec 2012 21:26:42 +0100 Subject: [rt-users] Multi-tenant In-Reply-To: <50CA3890.6000705@bestpractical.com> References: <004e01cdd7c5$9950a220$cbf1e660$@co.nz> <008801cdd883$74fc9c80$5ef5d580$@co.nz> <50C8B95E.6090307@bestpractical.com> <20121213102428.GA4165@squash.oucs.ox.ac.uk> <20121213103307.GC31353@merceworld.com> <20121213104655.GF23363@localhost.mi.fu-berlin.de> <20121213105600.GA31783@merceworld.com> <89EB287C-2A5B-4E4E-A902-450F2C7C014A@sanger.ac.uk> <20121213184229.GA5642@merceworld.com> <50CA3890.6000705@bestpractical.com> Message-ID: <66DA813B-9D8D-4974-A372-0BD2BC6DFA41@ultra-secure.de> Am 13.12.2012 um 21:20 schrieb Thomas Sibley : > On 12/13/2012 10:42 AM, Shuvam Misra wrote: >> I too was wondering what would I do if I took a browser-based app like RT >> and needed to run multi-tenant setups on a single physical server. One >> option is of course virtualisation, but another could be just running an >> Apache with multiple virtualhost setups. Can one install multiple copies >> of RT in multiple directories, and make them connect to the same PG or >> MySQL database server but use various different databases? So, in short, >> we will have one Apache daemon listening on five different domains using >> its VirtualHost feature, then redirecting accesses to five different >> physical copies of RT running on five different port numbers and storing >> their config files etc in five different directories. And at the >> back-end, all five RT instances would talk to the same database server on >> the same database port number, but would connect to five different >> databases. >> >> Will this work? > > Yup, works great. That's essentially what we do. You'll want a > mod_fcgid, mod_fastcgi, or reverse proxy deployment. You can't use > mod_perl to run multiple copies of RT because of the global Perl > interpreter state. I think it would be possible, if you ran multiple instances of the whole Apache: http://wiki.apache.org/httpd/RunningMultipleApacheInstances (on various 127.0.0.x aliases) and then run yet-another apache with mod_proxy in front of them). Would be interesting to know how well that actually scales - and how to limit the CPU consumption of each instance. From chris at cjbonline.org Thu Dec 13 15:43:42 2012 From: chris at cjbonline.org (Cj B) Date: Thu, 13 Dec 2012 12:43:42 -0800 Subject: [rt-users] RT 4.0.8 and msmtp Message-ID: Hello all, I updated to 4.0.8 from 4.0.5 today and now outgoing emails are failing with the following error: [Thu Dec 13 20:21:48 2012] [crit]: < rt-4.0.8-9327-1355430107-278.6585-4-0 at example.com>: Could not send mail with command `/opt/rt3/etc/msmtp_wrapper -oi -t`: program unexpectedly closed pipe at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 467. Stack: [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:467] [/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/IO/Handle.pm:401] [/usr/lib/perl5/site_perl/5.8.8/MIME/Head.pm:535] [/usr/lib/perl5/site_perl/5.8.8/Mail/Internet.pm:112] [/usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm:1770] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:474] [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:292] [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:114] [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232] [/opt/rt4/sbin/../lib/RT/Scrip.pm:475] [/opt/rt4/sbin/../lib/RT/Scrips.pm:188] [/opt/rt4/sbin/../lib/RT/Transaction.pm:201] [/opt/rt4/sbin/../lib/RT/Record.pm:1493] [/opt/rt4/sbin/../lib/RT/Ticket.pm:676] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1548] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:488) Everything was working fine before the upgrade. I'm on mstmp version 1.4.16 Can anyone help out with this? Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Thu Dec 13 16:07:23 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 13 Dec 2012 13:07:23 -0800 Subject: [rt-users] Multi-tenant In-Reply-To: <66DA813B-9D8D-4974-A372-0BD2BC6DFA41@ultra-secure.de> References: <004e01cdd7c5$9950a220$cbf1e660$@co.nz> <008801cdd883$74fc9c80$5ef5d580$@co.nz> <50C8B95E.6090307@bestpractical.com> <20121213102428.GA4165@squash.oucs.ox.ac.uk> <20121213103307.GC31353@merceworld.com> <20121213104655.GF23363@localhost.mi.fu-berlin.de> <20121213105600.GA31783@merceworld.com> <89EB287C-2A5B-4E4E-A902-450F2C7C014A@sanger.ac.uk> <20121213184229.GA5642@merceworld.com> <50CA3890.6000705@bestpractical.com> <66DA813B-9D8D-4974-A372-0BD2BC6DFA41@ultra-secure.de> Message-ID: <50CA438B.4090108@bestpractical.com> On 12/13/2012 12:26 PM, Rainer Duffner wrote: >> Yup, works great. That's essentially what we do. You'll want a >> mod_fcgid, mod_fastcgi, or reverse proxy deployment. You can't >> use mod_perl to run multiple copies of RT because of the global >> Perl interpreter state. > > I think it would be possible, if you ran multiple instances of the > whole Apache: > > http://wiki.apache.org/httpd/RunningMultipleApacheInstances > > (on various 127.0.0.x aliases) and then run yet-another apache with > mod_proxy in front of them). > > Would be interesting to know how well that actually scales - and how > to limit the CPU consumption of each instance. There's no benefit from mod_perl that isn't also had via one of the FastCGI implementations or a lighter weight server (Starman, for instance) behind an Apache reverse proxy. And there *are* downsides to mod_perl as well as having to run multiple Apache instances. So, possible, but not close to worth it. :) From trs at bestpractical.com Thu Dec 13 16:08:25 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 13 Dec 2012 13:08:25 -0800 Subject: [rt-users] RT 4.0.8 and msmtp In-Reply-To: References: Message-ID: <50CA43C9.4060306@bestpractical.com> On 12/13/2012 12:43 PM, Cj B wrote: > Hello all, > > I updated to 4.0.8 from 4.0.5 today and now outgoing emails are failing > with the following error: > [Thu Dec 13 20:21:48 2012] [crit]: > >: Could not > send mail with command `/opt/rt3/etc/msmtp_wrapper -oi -t`: program > unexpectedly closed pipe at /opt/rt4/sbin/../lib/RT/Interface/Email.pm > line 467. Web server config and Configuration -> Tools -> System Configuration output, please. From trs at bestpractical.com Thu Dec 13 16:22:50 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 13 Dec 2012 13:22:50 -0800 Subject: [rt-users] RT 4.0.8 and msmtp In-Reply-To: <0C7DEA40-6702-49EE-ABD1-50706D97288A@gmail.com> References: <50CA43C9.4060306@bestpractical.com> <0C7DEA40-6702-49EE-ABD1-50706D97288A@gmail.com> Message-ID: <50CA472A.40405@bestpractical.com> On 12/13/2012 01:14 PM, Cj B wrote: >> Web server config and Configuration -> Tools -> System Configuration >> output, pleas > > Here's the sys config. > > Thanks! Please keep your replies to the list. Your sys config suggests you're running mod_perl, but you didn't include your web server config as requested. From chris at cjbonline.org Thu Dec 13 16:25:57 2012 From: chris at cjbonline.org (Cj B) Date: Thu, 13 Dec 2012 13:25:57 -0800 Subject: [rt-users] RT 4.0.8 and msmtp In-Reply-To: <50CA472A.40405@bestpractical.com> References: <50CA43C9.4060306@bestpractical.com> <0C7DEA40-6702-49EE-ABD1-50706D97288A@gmail.com> <50CA472A.40405@bestpractical.com> Message-ID: On Thu, Dec 13, 2012 at 1:22 PM, Thomas Sibley wrote: > On 12/13/2012 01:14 PM, Cj B wrote: > >> Web server config and Configuration -> Tools -> System Configuration > >> output, pleas > > > > Here's the sys config. > > > > Thanks! > > Please keep your replies to the list. > > Your sys config suggests you're running mod_perl, but you didn't include > your web server config as requested. Sorry, but what server config do you want? The whole httpd.conf file? -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Thu Dec 13 16:28:38 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 13 Dec 2012 13:28:38 -0800 Subject: [rt-users] RT 4.0.8 and msmtp In-Reply-To: References: <50CA43C9.4060306@bestpractical.com> <0C7DEA40-6702-49EE-ABD1-50706D97288A@gmail.com> <50CA472A.40405@bestpractical.com> Message-ID: <50CA4886.6010700@bestpractical.com> On 12/13/2012 01:25 PM, Cj B wrote: > Sorry, but what server config do you want? The whole httpd.conf file? Yep, or at least the part with the VirtualHost settings for RT. From chris at cjbonline.org Thu Dec 13 16:30:09 2012 From: chris at cjbonline.org (Cj B) Date: Thu, 13 Dec 2012 13:30:09 -0800 Subject: [rt-users] RT 4.0.8 and msmtp In-Reply-To: References: <50CA43C9.4060306@bestpractical.com> <0C7DEA40-6702-49EE-ABD1-50706D97288A@gmail.com> <50CA472A.40405@bestpractical.com> Message-ID: On Thu, Dec 13, 2012 at 1:25 PM, Cj B wrote: > >> >> Your sys config suggests you're running mod_perl, but you didn't include >> your web server config as requested. > > > Sorry, but what server config do you want? The whole httpd.conf file? > Here's the rt.conf: ServerName rt.gourmettrading.local ### Optional apache logs for RT # ErrorLog /opt/rt4/var/log/apache2.error # TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 DocumentRoot "/opt/rt4/share/html" Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Dec 13 16:51:47 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 14 Dec 2012 01:51:47 +0400 Subject: [rt-users] RT 4.0.8 and msmtp In-Reply-To: References: <50CA43C9.4060306@bestpractical.com> <0C7DEA40-6702-49EE-ABD1-50706D97288A@gmail.com> <50CA472A.40405@bestpractical.com> Message-ID: On Fri, Dec 14, 2012 at 1:30 AM, Cj B wrote: > SetHandler perl-script This line bites you, it should be "SetHandler modperl". -- Best regards, Ruslan. From chris at cjbonline.org Thu Dec 13 16:56:52 2012 From: chris at cjbonline.org (Cj B) Date: Thu, 13 Dec 2012 13:56:52 -0800 Subject: [rt-users] RT 4.0.8 and msmtp In-Reply-To: References: <50CA43C9.4060306@bestpractical.com> <0C7DEA40-6702-49EE-ABD1-50706D97288A@gmail.com> <50CA472A.40405@bestpractical.com> Message-ID: On Thu, Dec 13, 2012 at 1:51 PM, Ruslan Zakirov wrote: > On Fri, Dec 14, 2012 at 1:30 AM, Cj B wrote: > > SetHandler perl-script > > This line bites you, it should be "SetHandler modperl". > > -- > Best regards, Ruslan. > That fixed it! Thanks. I wonder how it's been working all these years! -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Thu Dec 13 17:31:01 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 13 Dec 2012 14:31:01 -0800 Subject: [rt-users] RT 4.0.8 and msmtp In-Reply-To: References: <50CA43C9.4060306@bestpractical.com> <0C7DEA40-6702-49EE-ABD1-50706D97288A@gmail.com> <50CA472A.40405@bestpractical.com> Message-ID: <50CA5725.6060009@bestpractical.com> On 12/13/2012 01:56 PM, Cj B wrote: > That fixed it! Thanks. I wonder how it's been working all these years! Behaviour changed from RT 3.8 to RT 4.0, and although there were still problems with "SetHandler perl-script" under 3.8, sending mail was not one of them. From palomint at reed.edu Thu Dec 13 19:44:05 2012 From: palomint at reed.edu (Tony G Palomino) Date: Thu, 13 Dec 2012 16:44:05 -0800 (PST) Subject: [rt-users] RT4 adjust column width(s)? Message-ID: Hi all, I'm looking for a way to manually specify a column width in search results. I'm running RT 4.0.5 at the moment. I have a search which displays fields in one long row (which is what I want). I don't mind if most of the fields wrap text, but it hurts my eyeballs when a date field wraps such as: 2012-13- 11 Poked around the list archives and the wiki, but didn't see this addressed. Any easy (or complicated) ways to force column widths? Tony -- Tony.Palomino at reed.edu Director, Computer User Services Reed College 503-788-6622 From trs at bestpractical.com Thu Dec 13 21:42:57 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 13 Dec 2012 18:42:57 -0800 Subject: [rt-users] RT4 adjust column width(s)? In-Reply-To: References: Message-ID: <50CA9231.2040707@bestpractical.com> On 12/13/2012 04:44 PM, Tony G Palomino wrote: > Hi all, > > I'm looking for a way to manually specify a column width in search > results. I'm running RT 4.0.5 at the moment. > > I have a search which displays fields in one long row (which is what I > want). I don't mind if most of the fields wrap text, but it hurts my > eyeballs when a date field wraps such as: > > 2012-13- > 11 > > Poked around the list archives and the wiki, but didn't see this > addressed. Any easy (or complicated) ways to force column widths? In your search Format, append "/STYLE:width:12em" to the column, like so: '__id__','__Subject__','__Due__/STYLE:width:12em','__Owner__' Obviously adjust 12em to the size you want. Support may vary between browsers for setting explicit widths on table cells. From walid.haider at movensis.com Fri Dec 14 04:07:02 2012 From: walid.haider at movensis.com (Walid Haider) Date: Fri, 14 Dec 2012 09:07:02 +0000 Subject: [rt-users] FW: RT 4.0.8 + Fedora 16 - Almost There In-Reply-To: <20121129165151.GN1823@jibsheet.com> References: <81579A7D7E41FC44AFD2FB9D8AD8C88201F9EF96D999@mov-srv-central> <20121129165151.GN1823@jibsheet.com> Message-ID: <81579A7D7E41FC44AFD2FB9D8AD8C88201F9F978530D@mov-srv-central> Hi Kevin, Thanks for your response. Looking at /etc/httpd/logs/error_log, I see this entry: [...] [error] [client ::1] File does not exist: /opt/rt4/share/html/favicon.ico This leads me to believe that something went wrong with the installation ls -l /opt/rt4/share/html/ drwxr-xr-x. 10 root bin 4096 Nov 27 16:33 Admin drwxr-xr-x. 3 root bin 4096 Nov 27 16:34 Approvals drwxr-xr-x. 4 root bin 4096 Nov 27 16:34 Articles -rw-r--r--. 1 root bin 2263 Nov 27 16:33 autohandler drwxr-xr-x. 3 root bin 4096 Nov 27 16:34 Dashboards -rw-r--r--. 1 root bin 2285 Nov 27 16:34 dhandler drwxr-xr-x. 3 root bin 4096 Nov 27 16:33 Download drwxr-xr-x. 15 root bin 4096 Nov 27 16:33 Elements drwxr-xr-x. 4 root bin 4096 Nov 27 16:33 Helpers -rw-r--r--. 1 root bin 5163 Nov 27 16:33 index.html drwxr-xr-x. 3 root bin 4096 Nov 27 16:34 Install -rw-r--r--. 1 root bin 2231 Nov 27 16:33 l -rw-r--r--. 1 root bin 2188 Nov 27 16:33 l_unsafe drwxr-xr-x. 5 root bin 4096 Nov 27 16:34 m drwxr-xr-x. 9 root bin 4096 Nov 27 16:34 NoAuth drwxr-xr-x. 2 root bin 4096 Nov 27 16:34 Prefs drwxr-xr-x. 3 root bin 4096 Nov 27 16:33 REST drwxr-xr-x. 3 root bin 4096 Nov 27 16:33 Search drwxr-xr-x. 5 root bin 4096 Nov 27 16:33 SelfService drwxr-xr-x. 5 root bin 4096 Nov 27 16:33 Ticket drwxr-xr-x. 2 root bin 4096 Nov 27 16:34 Tools drwxr-xr-x. 2 root bin 4096 Nov 27 16:33 User drwxr-xr-x. 3 root bin 4096 Nov 27 16:33 Widgets Does this look OK? Thanks in anticipation. Regards, Walid -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: quinta-feira, 29 de Novembro de 2012 16:52 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] FW: RT 4.0.8 + Fedora 16 - Almost There On Wed, Nov 28, 2012 at 01:56:18PM +0000, Walid Haider wrote: > I have tried to follow the instructions in order to configure RT to work with Apache 2 + mod_perl but surely, I am missing some configuration and cannot figure out what it is. It's worth checking your error logs and possibly dialing Apache's error log up to debug if you think there are weird problems. You don't really need to make these two global changes > Any help would be much appreciated. > > #DocumentRoot "/var/www/html" > DocumentRoot "/opt/rt4/share/html" > # > # This should be changed to whatever you set DocumentRoot to. > # > # > Since you're setting DocumentRoot in your VirtualHost directive -kevin ----- N?o foram detectados v?rus nesta mensagem. Verificado por AVG - www.avg.com Vers?o: 2013.0.2793 / Base de dados de V?rus: 2629/5906 - Data de Lan?amento: 11/19/12 A Base de dados de V?rus interna est? desactualizada. From shuvam.misra at merceworld.com Fri Dec 14 04:08:17 2012 From: shuvam.misra at merceworld.com (Shuvam Misra) Date: Fri, 14 Dec 2012 14:38:17 +0530 Subject: [rt-users] Multi-tenant In-Reply-To: <50CA3890.6000705@bestpractical.com> References: <008801cdd883$74fc9c80$5ef5d580$@co.nz> <50C8B95E.6090307@bestpractical.com> <20121213102428.GA4165@squash.oucs.ox.ac.uk> <20121213103307.GC31353@merceworld.com> <20121213104655.GF23363@localhost.mi.fu-berlin.de> <20121213105600.GA31783@merceworld.com> <89EB287C-2A5B-4E4E-A902-450F2C7C014A@sanger.ac.uk> <20121213184229.GA5642@merceworld.com> <50CA3890.6000705@bestpractical.com> Message-ID: <20121214090817.GA9333@merceworld.com> > Yup, works great. That's essentially what we do. You'll want a > mod_fcgid, mod_fastcgi, or reverse proxy deployment. You can't use > mod_perl to run multiple copies of RT because of the global Perl > interpreter state. Thanks for that tip -- I'd never have figured that one out. Shuvam From cloos at netcologne.de Fri Dec 14 06:49:18 2012 From: cloos at netcologne.de (Christian Loos) Date: Fri, 14 Dec 2012 12:49:18 +0100 Subject: [rt-users] RT4 adjust column width(s)? In-Reply-To: <50CA9231.2040707@bestpractical.com> References: <50CA9231.2040707@bestpractical.com> Message-ID: <50CB123E.2060706@netcologne.de> Am 14.12.2012 03:42, schrieb Thomas Sibley: > On 12/13/2012 04:44 PM, Tony G Palomino wrote: >> Hi all, >> >> I'm looking for a way to manually specify a column width in search >> results. I'm running RT 4.0.5 at the moment. >> >> I have a search which displays fields in one long row (which is what I >> want). I don't mind if most of the fields wrap text, but it hurts my >> eyeballs when a date field wraps such as: >> >> 2012-13- >> 11 >> >> Poked around the list archives and the wiki, but didn't see this >> addressed. Any easy (or complicated) ways to force column widths? > > In your search Format, append "/STYLE:width:12em" to the column, like so: > > '__id__','__Subject__','__Due__/STYLE:width:12em','__Owner__' > > Obviously adjust 12em to the size you want. Support may vary between > browsers for setting explicit widths on table cells. > > -------- > We're hiring! http://bestpractical.com/jobs > Maybe this one also works for you: '__id__','__Subject__','__Due__/STYLE:white-space:nowrap','__Owner__' Chris From lists at pgs-info.de Fri Dec 14 11:01:17 2012 From: lists at pgs-info.de (Patrick G. Stoesser) Date: Fri, 14 Dec 2012 17:01:17 +0100 Subject: [rt-users] Plugin install in RT4 / Debian Squeeze Message-ID: <50CB4D4D.2020703@pgs-info.de> Hello there, I have a RT4 system running on Debian Squueze, installed via Backports according to the install howto. So far, everything works fine, but when it comes to plugins, the hassle begins. I tried to get several plugins to work without success. As an example, I will focus on the Calendar plugin here. I installed the plugin via perl makefile.pl, make, make install which worked fine. The installation routine asked me for the path to RT.pm. which in my case was /usr/share/request-tracker4/lib. After adding # Plugins Set(@Plugins,(qw(RTx::Calendar))); # Calendar Plugin Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); in a separate file in RT_SiteConfig.d and updating via update-rt-siteconfig-4 and restarting Apache, the Calendar plugin was loaded and could be chosen in the frontend. The problem begins now: As soon as chosen to being displayed, in the frontend an error occures: "An internal RT error has occurred. Your administrator can find more details in RT's log files" Well, the log says [error]: could not find component for path 'MyCalendar' (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) and now I'm stuck as the accprding line says nothing to me. Has anybody dealed with the same issue? Thanks in advance and kind regards, Patrick From lists at pgs-info.de Fri Dec 14 11:14:32 2012 From: lists at pgs-info.de (Patrick G. Stoesser) Date: Fri, 14 Dec 2012 17:14:32 +0100 Subject: [rt-users] Plugin install in RT4 / Debian Squeeze In-Reply-To: <50CB4D4D.2020703@pgs-info.de> References: <50CB4D4D.2020703@pgs-info.de> Message-ID: <50CB5068.8020906@pgs-info.de> Hallo again, it seems I've written to early. The rights of the plugins html files were set to 0700 so that the Apache could not read them. I'll now test the whole thing. Sorry for any inconviniences, Patrick Am 14.12.2012 17:01, schrieb Patrick G. Stoesser: [...] > "An internal RT error has occurred. Your administrator can find more > details in RT's log files" > > Well, the log says > > [error]: could not find component for path 'MyCalendar' > (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) > > and now I'm stuck as the accprding line says nothing to me. Has anybody > dealed with the same issue? From dominic.hargreaves at it.ox.ac.uk Fri Dec 14 11:14:47 2012 From: dominic.hargreaves at it.ox.ac.uk (Dominic Hargreaves) Date: Fri, 14 Dec 2012 16:14:47 +0000 Subject: [rt-users] Plugin install in RT4 / Debian Squeeze In-Reply-To: <50CB4D4D.2020703@pgs-info.de> References: <50CB4D4D.2020703@pgs-info.de> Message-ID: <20121214161446.GO4168@squash.oucs.ox.ac.uk> On Fri, Dec 14, 2012 at 05:01:17PM +0100, Patrick G. Stoesser wrote: > Hello there, > > I have a RT4 system running on Debian Squueze, installed via > Backports according to the install howto. So far, everything works > fine, but when it comes to plugins, the hassle begins. > > I tried to get several plugins to work without success. As an > example, I will focus on the Calendar plugin here. > > I installed the plugin via perl makefile.pl, make, make install > which worked fine. The installation routine asked me for the path to > RT.pm. which in my case was /usr/share/request-tracker4/lib. > > After adding > > # Plugins > Set(@Plugins,(qw(RTx::Calendar))); > > # Calendar Plugin > Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar > MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); > > in a separate file in RT_SiteConfig.d and updating via > update-rt-siteconfig-4 and restarting Apache, the Calendar plugin > was loaded and could be chosen in the frontend. > > The problem begins now: As soon as chosen to being displayed, in the > frontend an error occures: > > "An internal RT error has occurred. Your administrator can find more > details in RT's log files" > > Well, the log says > > [error]: could not find component for path 'MyCalendar' > (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) > > and now I'm stuck as the accprding line says nothing to me. Has > anybody dealed with the same issue? The local plugin path on Debian is /usr/local/share/request-tracker4/plugins. You may need to tweak the plugin Makefile.PL if it's not installing there. This is a weak area of the Debian packaging of RT (since we assume that you only install plugins from Debian packages). I'm not sure if it can be fixed in a generic way OTTOMH. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: Digital signature URL: From lists at pgs-info.de Fri Dec 14 12:07:56 2012 From: lists at pgs-info.de (Patrick G. Stoesser) Date: Fri, 14 Dec 2012 18:07:56 +0100 Subject: [rt-users] RT4 and Reportspam plugin Message-ID: <50CB5CEC.9060104@pgs-info.de> Hello again, has anybody managed to get the reportspam plugin runnung under RT4? Installation went fine, but in the frontend nothing is shown... Unfortunately, there is no documentation at all for this plugin - I searched google for almost an hour... Thanks for any ideas. Kind regards, Patrick From ruz at bestpractical.com Fri Dec 14 14:51:57 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 14 Dec 2012 23:51:57 +0400 Subject: [rt-users] RT4 and Reportspam plugin In-Reply-To: <50CB5CEC.9060104@pgs-info.de> References: <50CB5CEC.9060104@pgs-info.de> Message-ID: On Fri, Dec 14, 2012 at 9:07 PM, Patrick G. Stoesser wrote: > Hello again, > > has anybody managed to get the reportspam plugin runnung under RT4? > Installation went fine, but in the frontend nothing is shown... > Unfortunately, there is no documentation at all for this plugin - I searched > google for almost an hour... > > Thanks for any ideas. It was not upgraded for RT4 and it needs update as RT4's menu sub-system was completely rewriten. Besides menu everything else should just work. Take a look at other small examples that were upgraded for 4.0. Search for extensions with html/Callbacks/*/Elements/Tabs/Privileged file. > > Kind regards, Patrick > -------- > We're hiring! http://bestpractical.com/jobs -- Best regards, Ruslan. From ruz at bestpractical.com Fri Dec 14 14:53:48 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 14 Dec 2012 23:53:48 +0400 Subject: [rt-users] Plugin install in RT4 / Debian Squeeze In-Reply-To: <20121214161446.GO4168@squash.oucs.ox.ac.uk> References: <50CB4D4D.2020703@pgs-info.de> <20121214161446.GO4168@squash.oucs.ox.ac.uk> Message-ID: On Fri, Dec 14, 2012 at 8:14 PM, Dominic Hargreaves wrote: > On Fri, Dec 14, 2012 at 05:01:17PM +0100, Patrick G. Stoesser wrote: >> Hello there, >> >> I have a RT4 system running on Debian Squueze, installed via >> Backports according to the install howto. So far, everything works >> fine, but when it comes to plugins, the hassle begins. >> >> I tried to get several plugins to work without success. As an >> example, I will focus on the Calendar plugin here. >> >> I installed the plugin via perl makefile.pl, make, make install >> which worked fine. The installation routine asked me for the path to >> RT.pm. which in my case was /usr/share/request-tracker4/lib. >> >> After adding >> >> # Plugins >> Set(@Plugins,(qw(RTx::Calendar))); >> >> # Calendar Plugin >> Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar >> MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); >> >> in a separate file in RT_SiteConfig.d and updating via >> update-rt-siteconfig-4 and restarting Apache, the Calendar plugin >> was loaded and could be chosen in the frontend. >> >> The problem begins now: As soon as chosen to being displayed, in the >> frontend an error occures: >> >> "An internal RT error has occurred. Your administrator can find more >> details in RT's log files" >> >> Well, the log says >> >> [error]: could not find component for path 'MyCalendar' >> (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) >> >> and now I'm stuck as the accprding line says nothing to me. Has >> anybody dealed with the same issue? > > The local plugin path on Debian is > /usr/local/share/request-tracker4/plugins. You may need to tweak > the plugin Makefile.PL if it's not installing there. > This is a weak area of the Debian packaging of RT (since we assume > that you only install plugins from Debian packages). I'm not sure > if it can be fixed in a generic way OTTOMH. > In theory Module::Install::RTx should figure out correct path if you setup RTHOME env properly. If it's not the case then we should do something about that. > -- > Dominic Hargreaves, Systems Development and Support Section > IT Services, University of Oxford > > -------- > We're hiring! http://bestpractical.com/jobs > -- Best regards, Ruslan. From qcxhome at gmail.com Mon Dec 17 01:22:14 2012 From: qcxhome at gmail.com (tkdchen) Date: Mon, 17 Dec 2012 14:22:14 +0800 Subject: [rt-users] How to name a custom field? In-Reply-To: <20121128171816.GL1823@jibsheet.com> References: <20121128171816.GL1823@jibsheet.com> Message-ID: On Thu, Nov 29, 2012 at 1:18 AM, Kevin Falcone wrote: > On Wed, Nov 28, 2012 at 09:49:54PM +0800, tkdchen wrote: >> I'm using REST API to create a ticket. And see that I can pass CF_: >> to create custom field for that new ticket. However, when I pass > > Actually, you want CF.{EmailAddress} or the old old style of The name enclosed by {} can contain space character, such as CF.{CustomeField Name}? Thanks! > CF-EmailAddress. I'm not aware of CF_EmailAddress being valid in any > part of RT. If you found this documented on the wiki, I'd appreciate > it if you fixed the documentation there. > > -kevin > >> "CF_EmailAddress: [1]tester at company.com" as the part of post data, my company's RT tell me >> EmailAddress is not valid. I searched from Internet and no document has more detail about >> this. Please give me guide. Thanks! > > -------- > We're hiring! http://bestpractical.com/jobs > -- A Python developer living in Beijing http://about.me From ktm at rice.edu Mon Dec 17 13:30:00 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Mon, 17 Dec 2012 12:30:00 -0600 Subject: [rt-users] Slower ticket display with RT-IR installed Message-ID: <20121217183000.GA14743@aart.rice.edu> Dear RT community, Now that we have a finished install for grins I pulled the "Time to display" values for 4 typical pages from RT with and without the RT-IR plugin enabled: Effect of RTIR on RT 3.8.13+security patches responsiveness: w/o RTIR: ---- front page - Time to display: 0.77 tickets new search - Time to display: 2.31 rtfm - Time to display: 0.14 sample ticket - Time to display: 1.27 ---- w/ RTIR: ---- front page - Time to display: 1.08 +40% tickets new search - Time to display: 2.41 +4% rtfm - Time to display: 0.16 +14% sample ticket - Time to display: 2.66 +109% ---- As you can see there is a dramatic slowdown for both the front page and pulling up a sample ticket. By virtue of running the new version in an nginx+fastCGI configuration at least the slow dribble of web content to the browser is concealed. The "front page" and "sample ticket" slowness as well as the most dramatic will impact the users the most because those are the two that are used far and away the most. I have opened a bug report for this issue already #21729, but does anyone have any ideas about what could be done to improve the performance of those two page displays? Regards, Ken From testwreq at gmail.com Mon Dec 17 15:03:28 2012 From: testwreq at gmail.com (testwreq wreq) Date: Mon, 17 Dec 2012 15:03:28 -0500 Subject: [rt-users] rt 4.0.8 password change Message-ID: We upgraded from 3.8.2 to 4.0.8. The 'preferences' tab where users could change the password is no longer available. Is there any permission that could be set for privileged users to change their password? Thanks much for your replies. -------------- next part -------------- An HTML attachment was scrubbed... URL: From steve.hopps at gmail.com Tue Dec 18 15:47:05 2012 From: steve.hopps at gmail.com (Steve Hopps) Date: Tue, 18 Dec 2012 14:47:05 -0600 Subject: [rt-users] RT4 on CentOS 5.8 using mod_perl Message-ID: I'm trying to install a demo of RT4 to show it to my boss but it doesnt get past the "Almost There" stage. I followed the instructions on the wiki in configuring apache, so my virtual host looks like this: # Optional apache logs for RT # ErrorLog /opt/rt4/var/log/apache2.error # TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 DocumentRoot "/opt/rt4/share/html" Order allow,deny Allow from all SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); Is there something I'm missing from this virtual host? There's no errors in the apache error log, and rt.log set to debug doesnt show anything except warnings about gpg and graphviz. Any help is appreciated From 7andrew at gmail.com Tue Dec 18 20:03:11 2012 From: 7andrew at gmail.com (Andrew Spiers) Date: Wed, 19 Dec 2012 12:03:11 +1100 Subject: [rt-users] Meaning of API output for ticket history request. Message-ID: Hi, When I use the API to request the history on a ticket, I get a response which includes as its third line: '# 5/5 (/total)'. What does that line mean? What is the 5/5? It doesn't seem to equal the number of history items on the ticket. This is what I am getting back for a newly created ticket: 'RT/4.0.6 200 Ok' '' '# 3/3 (/total)' '' '425160: Ticket created by XXXXX' '' Those '' lines signify empty lines. From falcone at bestpractical.com Tue Dec 18 21:25:21 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 18 Dec 2012 21:25:21 -0500 Subject: [rt-users] Meaning of API output for ticket history request. In-Reply-To: References: Message-ID: <20121219022521.GA1390@jibsheet.com> On Wed, Dec 19, 2012 at 12:03:11PM +1100, Andrew Spiers wrote: > When I use the API to request the history on a ticket, I get a > response which includes as its third line: '# 5/5 (/total)'. What does > that line mean? What is the 5/5? It doesn't seem to equal the number > of history items on the ticket. > > This is what I am getting back for a newly created ticket: > > 'RT/4.0.6 200 Ok' > '' > '# 3/3 (/total)' > '' > '425160: Ticket created by XXXXX' > '' > > Those '' lines signify empty lines. When you asked this question on #rt, I asked what command you were sending. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From 7andrew at gmail.com Tue Dec 18 23:02:44 2012 From: 7andrew at gmail.com (Andrew Spiers) Date: Wed, 19 Dec 2012 15:02:44 +1100 Subject: [rt-users] Meaning of API output for ticket history request. In-Reply-To: <20121219022521.GA1390@jibsheet.com> References: <20121219022521.GA1390@jibsheet.com> Message-ID: On Wed, Dec 19, 2012 at 1:25 PM, Kevin Falcone wrote: > On Wed, Dec 19, 2012 at 12:03:11PM +1100, Andrew Spiers wrote: >> When I use the API to request the history on a ticket, I get a >> response which includes as its third line: '# 5/5 (/total)'. What does >> that line mean? What is the 5/5? It doesn't seem to equal the number >> of history items on the ticket. >> >> This is what I am getting back for a newly created ticket: >> >> 'RT/4.0.6 200 Ok' >> '' >> '# 3/3 (/total)' >> '' >> '425160: Ticket created by XXXXX' >> '' >> > > When you asked this question on #rt, I asked what command you were > sending. > > -kevin > Apologies Kevin, I must've missed your question. The request would be https:// /REST/1.0/ticket/18996/history just like as described at http://requesttracker.wikia.com/wiki/REST From lists at mhcsoftware.de Wed Dec 19 03:51:41 2012 From: lists at mhcsoftware.de (Matthias Henze) Date: Wed, 19 Dec 2012 09:51:41 +0100 Subject: [rt-users] Ticket creation fails Message-ID: <50D1801D.30109@mhcsoftware.de> Hi, I use RT 4.0.7. on Debian Squeeze installed from Debian packages (I will not upgrade while there a no new Debian packages) and I use it with fetchmail. A customer sent an message to me for which no ticket was created but the mail got flushed. I noticed this accidentally. This leads me to the conclusion that I can't trust on RT creating tickets from mails. The mail was sent by a recent Thunderbird on Windows XP. If ticket creation fails for any reason mails should NOT be flushed. Here are my logs: Dec 19 09:35:15 server fetchmail[1498]: 1 message for support at mail.mhc.loc (84732 octets). ==> /var/log/syslog <== Dec 19 09:35:15 server RT: DBD::Pg::st execute failed: FEHLER: ung?ltige Byte-Sequenz f?r Kodierung ?UTF8?: 0xc46e at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) Dec 19 09:35:15 server RT: RT::Handle=HASH(0xbb5abd0) couldn't execute the query 'INSERT INTO Attachments (Subject, Filename, ContentType, Headers, Creator, MessageId, Parent, Created, Content, ContentEncoding, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xbb5abd0)', 'INSERT INTO Attachments (Subject, Filename, ContentType, Head...', '', '\x{c4}nderungen Internetseite Gesamt.pdf', 'application/pdf', 'Content-Type: application/pdf; name="\x{c3}\x{84}nderungen Internetseit...', 774, '', 2332, ...) called at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 357#012#011DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0xbb5abd0)', 'Attachments', 'Subject', '', 'Filename', '\x{c4}nderungen Internetseite Gesamt.pdf', 'ContentType', 'application/pdf', 'Headers', ...) called at /usr/share/perl5/DBIx/SearchBuilder/Handle/Pg.pm line 66#012#011DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0xbb5abd0)', 'Attachments', 'Subject', '', 'ContentType', 'application/pdf', 'Filename', '\x{c4}nderungen Internetseite Gesamt.pdf', 'Headers', ...) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1292#012#011DBIx::SearchBuilder::Record::Create('RT::Attachment=HASH(0xc7f81f8)', 'Subject', '', 'Filename', '\x{c4}nderungen Internetseite Gesamt.pdf', 'ContentType', 'application/pdf', 'Headers', 'Content-Type: application/pdf; name="\x{c3}\x{84}nderungen Internetseit...', ...) called at /usr/share/request-tracker4/lib/RT/Record.pm line 316#012#011RT::Record::Create('RT::Attachment=HASH(0xc7f81f8)', 'TransactionId', 3587, 'ContentType', 'application/pdf', 'ContentEncoding', 'base64', 'Parent', 2332, ...) called at /usr/share/request-tracker4/lib/RT/Attachment.pm line 193#012#011RT::Attachment::Create('RT::Attachment=HASH(0xc7f81f8)', 'TransactionId', 3587, 'Parent', 2332, 'Attachment', 'MIME::Entity=HASH(0xc7db190)') called at /usr/share/request-tracker4/lib/RT/Attachment.pm line 172RT: Dec 19 09:35:15 server RT: Attachment insert failed: FEHLER: ung?ltige Byte-Sequenz f?r Kodierung ?UTF8?: 0xc46e (/usr/share/request-tracker4/lib/RT/Attachment.pm:206) Dec 19 09:35:15 server RT: Attachment insert failed: FEHLER: ung?ltige Byte-Sequenz f?r Kodierung ?UTF8?: 0xc46e (/usr/share/request-tracker4/lib/RT/Attachment.pm:178) Dec 19 09:35:15 server RT: RT::Scrips=HASH(0xc7e9a48) couldn't load ticket 212 (/usr/share/request-tracker4/lib/RT/Scrips.pm:300) Dec 19 09:35:15 server RT: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Scrips.pm line 377. (/usr/share/request-tracker4/lib/RT/Scrips.pm:377) Dec 19 09:35:15 server RT: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Ticket.pm line 1828. (/usr/share/request-tracker4/lib/RT/Ticket.pm:1828) Dec 19 09:35:15 server RT: Use of uninitialized value $id in regexp compilation at /usr/share/request-tracker4/lib/RT/Interface/Email.pm line 1279. (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1279) Dec 19 09:35:15 server RT: Use of uninitialized value $id in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Interface/Email.pm line 1283. (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1283) Dec 19 09:35:15 server RT: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Action/SendEmail.pm line 1076. (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:1076) Dec 19 09:35:15 server RT: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Action/SendEmail.pm line 610. (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:610) Dec 19 09:35:16 server RT: Use of uninitialized value $id in regexp compilation at /usr/share/request-tracker4/lib/RT/Interface/Email.pm line 1279. (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1279) Dec 19 09:35:16 server RT: Use of uninitialized value $id in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Interface/Email.pm line 1283. (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1283) Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Action/SendEmail.pm line 1076. (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:1076) Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Action/SendEmail.pm line 610. (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:610) Dec 19 09:35:16 server RT: Couldn't set e-Mail as value for CF Tickettyp:Custom field Tickettyp not found ((eval 2827):11) Dec 19 09:35:16 server RT: Use of uninitialized value in string ne at /usr/share/request-tracker4/lib/RT/Rule.pm line 65. (/usr/share/request-tracker4/lib/RT/Rule.pm:65) Dec 19 09:35:16 server RT: Use of uninitialized value in string ne at /usr/share/request-tracker4/lib/RT/Rule.pm line 65. (/usr/share/request-tracker4/lib/RT/Rule.pm:65) Dec 19 09:35:16 server RT: Use of uninitialized value in string ne at /usr/share/request-tracker4/lib/RT/Rule.pm line 65. (/usr/share/request-tracker4/lib/RT/Rule.pm:65) Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Scrips.pm line 182. (/usr/share/request-tracker4/lib/RT/Scrips.pm:182) Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Action/SendEmail.pm line 285. (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:285) Dec 19 09:35:16 server RT: #/3587 - Scrip 3 On Create Autoreply To Requestors (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:285) Dec 19 09:35:16 server RT: No recipients found. Not sending. (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:382) Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Scrips.pm line 182. (/usr/share/request-tracker4/lib/RT/Scrips.pm:182) Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Action/SendEmail.pm line 285. (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:285) Dec 19 09:35:16 server RT: #/3587 - Scrip 4 On Create Notify AdminCcs (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:285) Dec 19 09:35:16 server RT: No recipients found. Not sending. (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:382) Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Scrips.pm line 182. (/usr/share/request-tracker4/lib/RT/Scrips.pm:182) Dec 19 09:35:16 server RT: Use of uninitialized value $ErrStr in join or string at /usr/share/request-tracker4/lib/RT/Ticket.pm line 695. (/usr/share/request-tracker4/lib/RT/Ticket.pm:695) Dec 19 09:35:16 server RT: Ticket couldn't be created: (/usr/share/request-tracker4/lib/RT/Ticket.pm:696) Dec 19 09:35:16 server RT: Ticket could not be created due to an internal error (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:245) Dec 19 09:35:16 server RT: Could not record email: Ticket creation failed: Ticket could not be created due to an internal error (/usr/share/request-tracker4/html/REST/1.0/NoAuth/mail-gateway:75) Dec 19 09:35:16 server RT: TransactionBatch was fired on a ticket that no longer exists; unable to run scrips! Call ->ApplyTransactionBatch before shredding the ticket, for consistent results. (/usr/share/request-tracker4/lib/RT/Ticket.pm:3357) ==> /var/log/mail.log <== Dec 19 09:35:16 server fetchmail[1498]: reading message support at mail.mhc.loc:1 of 1 (84732 octets) flushed MH -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: info at mhcsoftware.de HR Coburg: B2242 Gesch?ftsf?hrer: Matthias Henze From taw at theclarendoncollege.com Wed Dec 19 08:34:15 2012 From: taw at theclarendoncollege.com (Theresa Wiltshire) Date: Wed, 19 Dec 2012 13:34:15 +0000 Subject: [rt-users] Ldap & Request Tracker Message-ID: <9A01E85C8A719A489C82F317ECAE045A6DDA62A3@Exch2010.curriculum.clarendon.wilts.sch.uk> Hi, I am new to linux and request tracker, I have installed request tracker 4 on a debian squeeze installation, it is all working fine expect I know need to get users to authenticate through active directory using LDAP. I have tried to do this but am not getting very far, are there any simple step by step instructions on how to do this please as I think I am missing something. Thanks in advance. Theresa This e-mail is from The Clarendon College. This e-mail, together with any files transmitted with it, are confidential, and are intended solely for the use of the individual or entity to whom they are addressed. Any unauthorised dissemination or copying of this e-mail or its attachments, and any use or disclosure of any information contained in them, is strictly prohibited, and may also be illegal. If you have received this e-mail in error please notify us by telephoning +44 (0)1225 762686 or e-mail admin at theclarendoncollege.com and then delete it from your system. Please note that any views expressed by an individual within this e-mail, do not necessarily reflect the views of The Clarendon College. It should also be noted that any e-mails you send to Clarendon personnel may be monitored by systems or persons other than the named communicant, for the purposes of ascertaining whether the communication complies with the law and with the College's policies. The Clarendon College has taken reasonable precautions to ensure no viruses are present in this e-mail, the College cannot accept responsibility for any loss or damage arising from the use of this e-mail and/or files attached. Tel.No +44 (0)1225 762686 Fax.No +44 (0)01225 751034 Website: www.theclarendoncollege.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From danmadere at gmail.com Wed Dec 19 08:48:48 2012 From: danmadere at gmail.com (Dan Madere) Date: Wed, 19 Dec 2012 08:48:48 -0500 Subject: [rt-users] Ldap & Request Tracker In-Reply-To: <9A01E85C8A719A489C82F317ECAE045A6DDA62A3@Exch2010.curriculum.clarendon.wilts.sch.uk> References: <9A01E85C8A719A489C82F317ECAE045A6DDA62A3@Exch2010.curriculum.clarendon.wilts.sch.uk> Message-ID: Hi Theresa, LDAP authentication requires installing the RT::Authen::ExternalAuthmodule. Install the module then follow the directions in its README to see what to add to your RT_SiteConfig.pm. The best step by step directions I could find are here: http://requesttracker.wikia.com/wiki/ExternalAuth Hope this helps. Thanks, Dan On Wed, Dec 19, 2012 at 8:34 AM, Theresa Wiltshire < taw at theclarendoncollege.com> wrote: > Hi, > > > > I am new to linux and request tracker, I have installed request tracker 4 > on a debian squeeze installation, it is all working fine expect I know need > to get users to authenticate through active directory using LDAP. I have > tried to do this but am not getting very far, are there any simple step by > step instructions on how to do this please as I think I am missing > something. Thanks in advance. > > > > Theresa > > > This e-mail is from The Clarendon College. > This e-mail, together with any files transmitted with it, are > confidential, and are intended solely for the use of the individual or > entity to whom they are addressed. Any unauthorised dissemination or > copying of this e-mail or its attachments, and any use or disclosure of any > information contained in them, is strictly prohibited, and may also be > illegal. > If you have received this e-mail in error please notify us by telephoning +44 > (0)1225 762686 or e-mail admin at theclarendoncollege.com and then delete it > from your system. > Please note that any views expressed by an individual within this e-mail, > do not necessarily reflect the views of The Clarendon College. > It should also be noted that any e-mails you send to Clarendon personnel > may be monitored by systems or persons other than the named communicant, > for the purposes of ascertaining whether the communication complies with > the law and with the College?s policies. > The Clarendon College has taken reasonable precautions to ensure no > viruses are present in this e-mail, the College cannot accept > responsibility for any loss or damage arising from the use of this e-mail > and/or files attached. > > Tel.No +44 (0)1225 762686 > Fax.No +44 (0)01225 751034 > Website: www.theclarendoncollege.com > > -------- > We're hiring! http://bestpractical.com/jobs > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Dec 19 09:21:30 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 19 Dec 2012 06:21:30 -0800 Subject: [rt-users] Ticket creation fails In-Reply-To: <50D1801D.30109@mhcsoftware.de> References: <50D1801D.30109@mhcsoftware.de> Message-ID: <50D1CD6A.9010405@bestpractical.com> On 12/19/2012 12:51 AM, Matthias Henze wrote: > I use RT 4.0.7. on Debian Squeeze installed from Debian packages (I will > not upgrade while there a no new Debian packages) and I use it with > fetchmail. A customer sent an message to me for which no ticket was > created but the mail got flushed. I noticed this accidentally. This > leads me to the conclusion that I can't trust on RT creating tickets > from mails. The mail was sent by a recent Thunderbird on Windows XP. > > If ticket creation fails for any reason mails should NOT be flushed. I suspect your problem with unsuccessful mail being flushed is fetchmail, not RT. Are you delivering directly to rt-mailgate from fetchmail (using the mda option), or delivering to a real MTA like postfix which then queues and handles delivery to rt-mailgate? The latter is unsafe, as documented in `man fetchmailrc`, and the former is recommended. > Here are my logs: > > Dec 19 09:35:15 server fetchmail[1498]: 1 message for support at > mail.mhc.loc (84732 octets). > > ==> /var/log/syslog <== > Dec 19 09:35:15 server RT: DBD::Pg::st execute failed: FEHLER: > ung?ltige Byte-Sequenz f?r Kodierung ?UTF8?: 0xc46e at This edge case is handled better by a branch in RT that should be in the next release. From martin.wheldon at greenhills-it.co.uk Wed Dec 19 09:07:09 2012 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Wed, 19 Dec 2012 14:07:09 +0000 Subject: [rt-users] Ticket creation fails In-Reply-To: <50D1CD6A.9010405@bestpractical.com> References: <50D1801D.30109@mhcsoftware.de> <50D1CD6A.9010405@bestpractical.com> Message-ID: Hi Matthias, I have experienced the same issue in the past and would recommend that you don't use fetchmail, but invoke the mail gate directly from your MTA as described in the following link. http://requesttracker.wikia.com/wiki/ManualEmailConfig Regards Martin On 2012-12-19 14:21, Thomas Sibley wrote: > On 12/19/2012 12:51 AM, Matthias Henze wrote: >> I use RT 4.0.7. on Debian Squeeze installed from Debian packages (I >> will >> not upgrade while there a no new Debian packages) and I use it with >> fetchmail. A customer sent an message to me for which no ticket was >> created but the mail got flushed. I noticed this accidentally. This >> leads me to the conclusion that I can't trust on RT creating tickets >> from mails. The mail was sent by a recent Thunderbird on Windows XP. >> >> If ticket creation fails for any reason mails should NOT be flushed. > > I suspect your problem with unsuccessful mail being flushed is > fetchmail, not RT. Are you delivering directly to rt-mailgate from > fetchmail (using the mda option), or delivering to a real MTA like > postfix which then queues and handles delivery to rt-mailgate? The > latter is unsafe, as documented in `man fetchmailrc`, and the former > is > recommended. > >> Here are my logs: >> >> Dec 19 09:35:15 server fetchmail[1498]: 1 message for support at >> mail.mhc.loc (84732 octets). >> >> ==> /var/log/syslog <== >> Dec 19 09:35:15 server RT: DBD::Pg::st execute failed: FEHLER: >> ung?ltige Byte-Sequenz f?r Kodierung ?UTF8?: 0xc46e at > > This edge case is handled better by a branch in RT that should be in > the > next release. > > -------- > We're hiring! http://bestpractical.com/jobs > > !DSPAM:9,50d1c65733231686110849! From falcone at bestpractical.com Wed Dec 19 10:17:22 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 19 Dec 2012 10:17:22 -0500 Subject: [rt-users] Meaning of API output for ticket history request. In-Reply-To: References: <20121219022521.GA1390@jibsheet.com> Message-ID: <20121219151722.GB1390@jibsheet.com> On Wed, Dec 19, 2012 at 03:02:44PM +1100, Andrew Spiers wrote: > On Wed, Dec 19, 2012 at 1:25 PM, Kevin Falcone > wrote: > > On Wed, Dec 19, 2012 at 12:03:11PM +1100, Andrew Spiers wrote: > >> When I use the API to request the history on a ticket, I get a > >> response which includes as its third line: '# 5/5 (/total)'. What does > >> that line mean? What is the 5/5? It doesn't seem to equal the number > >> of history items on the ticket. > >> > >> This is what I am getting back for a newly created ticket: > >> > >> 'RT/4.0.6 200 Ok' > >> '' > >> '# 3/3 (/total)' > >> '' > >> '425160: Ticket created by XXXXX' > >> '' > >> > > > > When you asked this question on #rt, I asked what command you were > > sending. > > Apologies Kevin, I must've missed your question. > The request would be https:// /REST/1.0/ticket/18996/history > > just like as described at http://requesttracker.wikia.com/wiki/REST On a newly created ticket in a vanilla RT I see 2/2 and 2 transactions. Log in as a super user and count the transactions, it's possible that there are more transactions and your REST user doesn't have permission to see them so they're being filtered. # 2/2 (/total) 122: Ticket created by root 123: Outgoing email recorded by RT_System -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From aharrison at gmail.com Wed Dec 19 14:40:14 2012 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 19 Dec 2012 14:40:14 -0500 Subject: [rt-users] Sorting custom fields Message-ID: My collection of queues and ticket custom fields finally got unwieldy enough to really want something simpler to reorder the fields. Not that it isn't fun to hit Move Up and Move Down a thousand times... ;) https://github.com/AHinMaine/bin/blob/master/rt_sort_fields.pl Run this script with --dump. Edit the resulting yaml file. If you're using vim, this generally consists of hitting dd and p a few times here and there to get things to your liking. Don't change the format, just reorder the lines and save the yaml file. Run the script with --load. This will read the yaml file and make custom fields appear in the same order that they are in the yaml file you just edited. All reads and writes are done through the RT API, so no perilous direct sql calls or anything. -- Andy Harrison public key: 0x67518262 -------------- next part -------------- An HTML attachment was scrubbed... URL: From charlycr74 at yahoo.com.ar Wed Dec 19 14:56:29 2012 From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar) Date: Wed, 19 Dec 2012 11:56:29 -0800 (PST) Subject: [rt-users] Reply to requestors not sending emails Message-ID: <1355946989.39075.YahooMailNeo@web140601.mail.bf1.yahoo.com> Hi, As far as I know RT should send an email to the requestor when Reply is chosen as an Action or "Comment"and then "Reply to requestor" is chosen. This is not my case, if I create a new Scrips with "Send an email on Comment" work perfectly, but sometimes I don't want to send everything to the requestor, just replying to it. Do I have to create a specific Scrip for it or it comes by default? I'm using RT 4.0.8. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From martin.wheldon at greenhills-it.co.uk Thu Dec 20 04:17:10 2012 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Thu, 20 Dec 2012 09:17:10 +0000 Subject: [rt-users] Reply to requestors not sending emails In-Reply-To: <1355946989.39075.YahooMailNeo@web140601.mail.bf1.yahoo.com> References: <1355946989.39075.YahooMailNeo@web140601.mail.bf1.yahoo.com> Message-ID: <5c0ae5f9d250130b7a4d97d6af741d22@mail.greenhills-it.co.uk> Hi, I'm not 100% sure about your question, but if you are asking if you can update a ticket without sending a reply to the requestor? Then all you need to do is select the Comment action and leave the update type set to Comments (Not sent to requestors). If I have miss understood your question please send further details on what you are trying to achieve. Best Regards Martin On 2012-12-19 19:56, charlycr74 at yahoo.com.ar wrote: > Hi, > > As far as I know RT should send an email to the requestor when Reply > is chosen as an Action or "Comment"and then "Reply to requestor" is > chosen. > > This is not my case, if I create a new Scrips with "Send an email on > Comment" work perfectly, but sometimes I don't want to send > everything > to the requestor, just replying to it. > > Do I have to create a specific Scrip for it or it comes by default? > > I'm using RT 4.0.8. > > Thank you. > > !DSPAM:9,50d214dc33233521092242! From al.scotto at reply.it Thu Dec 20 06:56:44 2012 From: al.scotto at reply.it (Scotto Alberto) Date: Thu, 20 Dec 2012 11:56:44 +0000 Subject: [rt-users] Custom authentication script fails with > ExternalAuthPriority not defined, please check your configuration file Message-ID: Hi all, I'm writing a PHP application (a cloud self-service application that lets developers create testing environments and so on) for the company where I also installed RT. For the authentication part, I thought to authenticate users against RT, since the users of my PHP app are a subset of RT's users. So, I'm down to writing a script (attached) that authenticates a user against RT, to be called from a PHP script. On RT I have RT-Authen-ExternalAuth that connects to LDAP. So in my perl script I've had to make two tries: first RT::Authen::ExternalAuth::DoAuth (for domain users); then, if it fails, $user->IsPassword($pass) (for local users). The problem is with RT::Authen::ExternalAuth::DoAuth; instead, the auth of local users with IsPassword always works. If I execute the script as root, it goes smooth. But for security reasons I want to execute it as another user (I created the Unix user "selfservice", as well as the RT user "selfservice"). Executing the script as this Unix user, DoAuth fails with the following message: ExternalAuthPriority not defined, please check your configuration file. What am I missing? Thank you very much! Regards Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.scotto at reply.it www.reply.it [Blue Reply] ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: blue.png Type: image/png Size: 2329 bytes Desc: blue.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: rt-auth-user Type: application/octet-stream Size: 1000 bytes Desc: rt-auth-user URL: From janniezbedny1887 at gmail.com Thu Dec 20 11:33:35 2012 From: janniezbedny1887 at gmail.com (=?ISO-8859-2?Q?Jan_Niezb=EAdny?=) Date: Thu, 20 Dec 2012 17:33:35 +0100 Subject: [rt-users] Dashboard and a glance question Message-ID: I have a question. It?s possible to change home page (a glance) for a specific group? Or to change group dashboard page with home page (a glance). Have a nice day, Jan From kjcsb at xnet.co.nz Thu Dec 20 11:37:14 2012 From: kjcsb at xnet.co.nz (CB) Date: Fri, 21 Dec 2012 05:37:14 +1300 Subject: [rt-users] Multi-tenant In-Reply-To: <20121213102428.GA4165@squash.oucs.ox.ac.uk> References: <004e01cdd7c5$9950a220$cbf1e660$@co.nz> <008801cdd883$74fc9c80$5ef5d580$@co.nz> <50C8B95E.6090307@bestpractical.com> <20121213102428.GA4165@squash.oucs.ox.ac.uk> Message-ID: <00a201cdded0$44e7faf0$ceb7f0d0$@co.nz> > On Wed, Dec 12, 2012 at 09:05:34AM -0800, Thomas Sibley wrote: > > On 12/12/2012 08:12 AM, CB wrote: > > > Thanks. I understand that it's possible to have multiple queues. Is > > > it possible to have a multi-tenant setup i.e. one RT install with > each "tenant" > > > having its own environment e.g. domain, users, admin rights etc. > > > Each tenant can log in to its own domain and administer the system > > > (for themselves without affecting anyone else). From what I can see > > > there is one local config file for all of RT and it's not possible > to specify multiple domains. > > > > Short answer: No. > > Slightly longer answer: maybe, depending on definitions? > > Whilst RT has a notion of a single domain, you are free to route emails > from other domains into the system (and have queues set up to respond > with those addresses). Together with the fine-grained permissions model, > and the subject tags on queues it may be possible to configure a single > RT instance which would meet the OP's requirements (although I guess > user admin would be the one sticking point, so it might be necessary to > arrange for a separate user provisioning add-on to support the specific > use cases). > Thanks. It seems that to do this properly RT is not the tool - it's just not architected in that way. Multi-tenant systems I'm familiar with (e.g. Oracle E-Business Suite) have "striped" data so each tenant is logically separated. Subject tags, a very basic feature set and a new UI with limited functionality could possibly get us most of the way there. > > Why would you prefer a single monolithic RT instance rather than a > > handful of separate ones? > > Efficiencies in administration overhead and hardware requirements > (depending on the relative volume of transactions, of course) are two > that spring to mind immediately. > For a handful I agree however it is not scalable beyond that in my view. From charlycr74 at yahoo.com.ar Thu Dec 20 13:23:43 2012 From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar) Date: Thu, 20 Dec 2012 10:23:43 -0800 (PST) Subject: [rt-users] Reply to requestors not sending emails In-Reply-To: <5c0ae5f9d250130b7a4d97d6af741d22@mail.greenhills-it.co.uk> References: <1355946989.39075.YahooMailNeo@web140601.mail.bf1.yahoo.com> <5c0ae5f9d250130b7a4d97d6af741d22@mail.greenhills-it.co.uk> Message-ID: <1356027823.80929.YahooMailNeo@web140606.mail.bf1.yahoo.com> Hi, Thank you for your answer. I probably didn't explain clearly where my problem is. I do want to send an email to the "requestor" when I click on Reply or "Reply to requestor", but with the configuration I have now it never sends the email out. If I create a new Scrip to send emails on comments, it will send it always, selecting either Reply to requestor or Comment. Thank you! ________________________________ De: Martin Wheldon Para: rt-users at lists.bestpractical.com Enviado: jueves, 20 de diciembre de 2012 4:17 Asunto: Re: [rt-users] Reply to requestors not sending emails Hi, I'm not 100% sure about your question, but if you are asking if you can update a ticket without sending a reply to the requestor? Then all you need to do is select the Comment action and leave the update type set to Comments (Not sent to requestors). If I have miss understood your question please send further details on what you are trying to achieve. Best Regards Martin On 2012-12-19 19:56, charlycr74 at yahoo.com.ar wrote: > Hi, > > As far as I know RT should send an email to the requestor when Reply > is chosen as an Action or "Comment"and then "Reply to requestor" is > chosen. > > This is not my case, if I create a new Scrips with "Send an email on > Comment" work perfectly, but sometimes I don't want to send > everything > to the requestor, just replying to it. > > Do I have to create a specific Scrip for it or it comes by default? > > I'm using RT 4.0.8. > > Thank you. > >? !DSPAM:9,50d214dc33233521092242! -------- We're hiring! http://bestpractical.com/jobs -------------- next part -------------- An HTML attachment was scrubbed... URL: From charlycr74 at yahoo.com.ar Thu Dec 20 14:50:57 2012 From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar) Date: Thu, 20 Dec 2012 11:50:57 -0800 (PST) Subject: [rt-users] Reply to requestors not sending emails In-Reply-To: <1356027823.80929.YahooMailNeo@web140606.mail.bf1.yahoo.com> References: <1355946989.39075.YahooMailNeo@web140601.mail.bf1.yahoo.com> <5c0ae5f9d250130b7a4d97d6af741d22@mail.greenhills-it.co.uk> <1356027823.80929.YahooMailNeo@web140606.mail.bf1.yahoo.com> Message-ID: <1356033057.23086.YahooMailNeo@web140602.mail.bf1.yahoo.com> Hi, I found the problem, by mistake when I installed it I removed the scrip #6 (On Correspond Notify Requestors and Ccs), I readded it and work perfectly now. Thank you! ________________________________ De: "charlycr74 at yahoo.com.ar" Para: "martin.wheldon at greenhills-it.co.uk" ; "rt-users at lists.bestpractical.com" Enviado: jueves, 20 de diciembre de 2012 13:23 Asunto: Re: [rt-users] Reply to requestors not sending emails Hi, Thank you for your answer. I probably didn't explain clearly where my problem is. I do want to send an email to the "requestor" when I click on Reply or "Reply to requestor", but with the configuration I have now it never sends the email out. If I create a new Scrip to send emails on comments, it will send it always, selecting either Reply to requestor or Comment. Thank you! ________________________________ De: Martin Wheldon Para: rt-users at lists.bestpractical.com Enviado: jueves, 20 de diciembre de 2012 4:17 Asunto: Re: [rt-users] Reply to requestors not sending emails Hi, I'm not 100% sure about your question, but if you are asking if you can update a ticket without sending a reply to the requestor? Then all you need to do is select the Comment action and leave the update type set to Comments (Not sent to requestors). If I have miss understood your question please send further details on what you are trying to achieve. Best Regards Martin On 2012-12-19 19:56, charlycr74 at yahoo.com.ar wrote: > Hi, > > As far as I know RT should send an email to the requestor when Reply > is chosen as an Action or "Comment"and then "Reply to requestor" is > chosen. > > This is not my case, if I create a new Scrips with "Send an email on > Comment" work perfectly, but sometimes I don't want to send > everything > to the requestor, just replying to it. > > Do I have to create a specific Scrip for it or it comes by default? > > I'm using RT 4.0.8. > > Thank you. > >? !DSPAM:9,50d214dc33233521092242! -------- We're hiring! http://bestpractical.com/jobs -------- We're hiring! http://bestpractical.com/jobs -------------- next part -------------- An HTML attachment was scrubbed... URL: From charlycr74 at yahoo.com.ar Thu Dec 20 15:07:17 2012 From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar) Date: Thu, 20 Dec 2012 12:07:17 -0800 (PST) Subject: [rt-users] Parse email address from message Message-ID: <1356034037.44791.YahooMailNeo@web140602.mail.bf1.yahoo.com> Hi, I'm using rt-mailgate to download emails and then create tickets with them. On the first line of the message on the email I have the email address of the requestor, but by default when rt-mailgate creates the ticket, uses the FROM as requestor. Is it possible to have a scrip On Create that parses the email address (which is always on the first line of the message) and set it as "Requestor"? Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From darin at darins.net Thu Dec 20 15:11:40 2012 From: darin at darins.net (Darin Perusich) Date: Thu, 20 Dec 2012 15:11:40 -0500 Subject: [rt-users] Parse email address from message In-Reply-To: <1356034037.44791.YahooMailNeo@web140602.mail.bf1.yahoo.com> References: <1356034037.44791.YahooMailNeo@web140602.mail.bf1.yahoo.com> Message-ID: The command-by-mail plugin will do this for you. -- Later, Darin On Thu, Dec 20, 2012 at 3:07 PM, charlycr74 at yahoo.com.ar < charlycr74 at yahoo.com.ar> wrote: > Hi, > > I'm using rt-mailgate to download emails and then create tickets with them. > > On the first line of the message on the email I have the email address of > the requestor, but by default when rt-mailgate creates the ticket, uses the > FROM as requestor. > > Is it possible to have a scrip On Create that parses the email address > (which is always on the first line of the message) and set it as > "Requestor"? > > Thank you. > > > -------- > We're hiring! http://bestpractical.com/jobs > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From 7andrew at gmail.com Thu Dec 20 18:06:49 2012 From: 7andrew at gmail.com (Andrew Spiers) Date: Fri, 21 Dec 2012 10:06:49 +1100 Subject: [rt-users] Meaning of API output for ticket history request. In-Reply-To: <20121219151722.GB1390@jibsheet.com> References: <20121219022521.GA1390@jibsheet.com> <20121219151722.GB1390@jibsheet.com> Message-ID: On Thu, Dec 20, 2012 at 2:17 AM, Kevin Falcone wrote: > Log in as a super user and count the transactions, it's > possible that there are more transactions and your REST user doesn't > have permission to see them so they're being filtered. > > # 2/2 (/total) > > 122: Ticket created by root > 123: Outgoing email recorded by RT_System I won't be able to check this out this year, but your explanation makes sense. Thanks! From ethanhayon at me.com Fri Dec 21 11:21:11 2012 From: ethanhayon at me.com (Ethan Hayon) Date: Fri, 21 Dec 2012 11:21:11 -0500 Subject: [rt-users] RT sending correspondence from @unspecified-domain Message-ID: <83A464B58C0B463E9B22E5E13317DA70@me.com> Hi, I just set up RT, but whenever I try to reply to a ticket through RT, it is sent from @unspecified-domain, and the customer is unable to reply. Has anyone experienced this before? Thanks, Ethan -- Ethan H. -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Fri Dec 21 12:31:06 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 21 Dec 2012 09:31:06 -0800 Subject: [rt-users] RT sending correspondence from @unspecified-domain In-Reply-To: <83A464B58C0B463E9B22E5E13317DA70@me.com> References: <83A464B58C0B463E9B22E5E13317DA70@me.com> Message-ID: <50D49CDA.2070404@bestpractical.com> On 12/21/2012 08:21 AM, Ethan Hayon wrote: > I just set up RT, but whenever I try to reply to a ticket through RT, it > is sent from @unspecified-domain, and the customer is unable to reply. > > Has anyone experienced this before? That sounds like you haven't properly configured your CorrespondAddress and CommentAddress in RT_SiteConfig.pm (or the queue admin page). From chirag.parikh at thomsonreuters.com Fri Dec 21 12:40:39 2012 From: chirag.parikh at thomsonreuters.com (chirag.parikh at thomsonreuters.com) Date: Fri, 21 Dec 2012 17:40:39 +0000 Subject: [rt-users] Error during make upgrade-database -- RTx::AssetTracker::Type Message-ID: <09A9FF17028D344A8E61C29D79822C841134EC@C111TZDHMBX75.ERF.thomson.com> Hello, I'm currently using RT 3.4.5 with AssetTracker extension and with Mysql 5 database. I want to setup new RT 4.0.8 on a new server with importing database from old server (generating mysqldump from old and populating DB on new server). I'm able to use make upgrade for this purpose and follow steps in UPGRADING.mysql file upto "Item 7". That is, run "make upgrade-database" and apply updates from 3.4.5 up to 3.7.87 (as suggested in UPGRADING.mysql file). Then I'm able to apply RT 3.8 schema upgrades by generating and applying queries (upto Item 7). But, then in Item 8, I have to run make upgrade-database again to apply remaining updates (starting from 3.7.87). This is when I encounter below error and cannot proceed further. Any help/suggestions on fixing this would be greatly appreciated. Please help! [root at isupport rt-4.0.8]# make upgrade-database /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action upgrade --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your mysql instance on localhost as root Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: localhost Name: rt User: rt DBA: root Enter RT version you're upgrading from: 3.7.87 Going to apply following upgrades: * 3.8.0 * 3.8.1 * 3.8.2 * 3.8.3 * 3.8.4 * 3.8.6 * 3.8.8 * 3.8.9 * 3.9.1 * 3.9.2 * 3.9.3 * 3.9.5 * 3.9.6 * 3.9.7 * 3.9.8 * 4.0.0rc2 * 4.0.0rc4 * 4.0.0rc7 * 4.0.1 * 4.0.3 * 4.0.4 * 4.0.6 Enter RT version if you want to stop upgrade at some point, or leave it blank if you want apply above upgrades: IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP Proceed [y/N]:y Processing 3.8.0 Now inserting data. Processing 3.8.1 Now inserting data. Processing 3.8.2 Now inserting data. [Thu Dec 20 23:16:43 2012] [warning]: Going to add [OLD] prefix to all templates in approvals queue. If you have never used approvals, you can safely delete all the templates with the [OLD] prefix. Leave the new Approval templates because you may eventually want to start using approvals. (./etc/upgrade/3.8.2/content:3) [Thu Dec 20 23:16:43 2012] [error]: That principal already has that right (/opt/download/rt-4.0.8/sbin/../lib/RT/Handle.pm:971) [Thu Dec 20 23:16:43 2012] [warning]: IMPORTANT: We're going to delete all scrips in Approvals queue and save them in 'rt-approvals-scrips-xml5' file. (./etc/upgrade/3.8.2/content:165) Processing 3.8.3 Now inserting data. Processing 3.8.4 Now inserting data. Processing 3.8.6 Now inserting data. Processing 3.8.8 Now inserting data. Couldn't finish 'upgrade' step. ERROR: One of initial functions failed: Can't locate object method "new" via package "RTx::AssetTracker::Type" (perhaps you forgot to load "RTx::AssetTracker::Type"?) at /opt/download/rt-4.0.8/sbin/../lib/RT/ObjectCustomField.pm line 148, <> line 1. make: *** [upgrade-database] Error 255 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Chirag Parikh Thomson Reuters Financial & Risk 195 Broadway, New York * (646) 822-3951 * Chirag.Parikh at ThomsonReuters.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Fri Dec 21 16:51:13 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Fri, 21 Dec 2012 15:51:13 -0600 Subject: [rt-users] RTx-From gives a cross-site error... Message-ID: <20121221215113.GV14743@aart.rice.edu> Dear RT users, You can click through but it adds an additional step and alarms the users. Does anyone have any pointers to documentation about how to fix these types of problems within RT 3.8? Regards, Ken From Albert.Shih at obspm.fr Mon Dec 24 04:34:40 2012 From: Albert.Shih at obspm.fr (Albert Shih) Date: Mon, 24 Dec 2012 10:34:40 +0100 Subject: [rt-users] Subject tab and change queue Message-ID: <20121224093440.GA67561@pcjas.obspm.fr> Hi all, I've many queue but only one for the customers, lets say (helpdesk) so every ticket is create with something like [Helpdesk #Ticket_ID] "subject-use-by-customer" after the ticket is create we change the ticket to other queue, lets say (network problem) so the subjet become [Network Problem #Ticket_ID] [Helpdesk #Ticket_ID] "subject-use-by-customer" Any method to have only [Network Problem #Ticket_ID] "subject-use-by-customer" Happy holidays. Regards. JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: lun 24 d?c 2012 10:30:26 CET From jvdwege at xs4all.nl Mon Dec 24 04:53:51 2012 From: jvdwege at xs4all.nl (Joop) Date: Mon, 24 Dec 2012 10:53:51 +0100 Subject: [rt-users] Subject tab and change queue In-Reply-To: <20121224093440.GA67561@pcjas.obspm.fr> References: <20121224093440.GA67561@pcjas.obspm.fr> Message-ID: <1ee054bc-96c2-43f4-9dfd-a524b7138dec@email.android.com> Albert Shih wrote: >Hi all, > >I've many queue but only one for the customers, lets say (helpdesk) so >every ticket is create with something like t > > [Helpdesk #Ticket_ID] "subject-use-by-customer" > >after the ticket is create we change the ticket to other queue, lets >say >(network problem) so the subjet become > > [Network Problem #Ticket_ID] [Helpdesk #Ticket_ID] >"subject-use-by-customer" > >Any method to have only > > [Network Problem #Ticket_ID] "subject-use-by-customer" > Not knowing your version of RT mine does it correcly. I'm using 4.0.5 and use the subject tag available at the queue level. Tag of general is Helpdesk and the tag for network operations is NOC when a ticket is moved from general its subject tag changes to NOC #xyz Joop -- Sent from my Android phone with K-9 Mail. Please excuse my brevity. From Albert.Shih at obspm.fr Mon Dec 24 05:23:12 2012 From: Albert.Shih at obspm.fr (Albert Shih) Date: Mon, 24 Dec 2012 11:23:12 +0100 Subject: [rt-users] Subject tab and change queue In-Reply-To: <1ee054bc-96c2-43f4-9dfd-a524b7138dec@email.android.com> References: <20121224093440.GA67561@pcjas.obspm.fr> <1ee054bc-96c2-43f4-9dfd-a524b7138dec@email.android.com> Message-ID: <20121224102312.GC67704@pcjas.obspm.fr> Le 24/12/2012 ? 10:53:51+0100, Joop a ?crit > Albert Shih wrote: > > >Hi all, > > > >I've many queue but only one for the customers, lets say (helpdesk) so > >every ticket is create with something like t > > > > [Helpdesk #Ticket_ID] "subject-use-by-customer" > > > >after the ticket is create we change the ticket to other queue, lets > >say > >(network problem) so the subjet become > > > > [Network Problem #Ticket_ID] [Helpdesk #Ticket_ID] > >"subject-use-by-customer" > > > >Any method to have only > > > > [Network Problem #Ticket_ID] "subject-use-by-customer" > > > Not knowing your version of RT mine does it correcly. I'm using 4.0.5 and use the subject tag available at the queue level. I'm running 4.0.8 > Tag of general is Helpdesk and the tag for network operations is NOC when a ticket is moved from general its subject tag changes to NOC #xyz OK. I find where suck in my configuration. To making the change of queue I use RT-CommandbyEmail, that's mean I just reply the first mail (with [Helpdesk #Ticket_ID] as subject) with Queue:network but my mua add "Re:" so the subject received by RT is not [Helpdesk #Ticket_ID] but Re: [Helpdek #Ticket_ID] I try to change a ticket from the web interface and as you say it's working (RT don't add a second time the tag). But....in my team many user use commandbyemail...so any tips to make it's work with commandbyemail (without changing our mua config...) Thanks for the help Regards. > Sent from my Android phone with K-9 Mail. Please excuse my brevity. not at all....;-) -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: lun 24 d?c 2012 11:19:14 CET From Albert.Shih at obspm.fr Mon Dec 24 05:52:00 2012 From: Albert.Shih at obspm.fr (Albert Shih) Date: Mon, 24 Dec 2012 11:52:00 +0100 Subject: [rt-users] Subject tab and change queue In-Reply-To: <20121224102312.GC67704@pcjas.obspm.fr> References: <20121224093440.GA67561@pcjas.obspm.fr> <1ee054bc-96c2-43f4-9dfd-a524b7138dec@email.android.com> <20121224102312.GC67704@pcjas.obspm.fr> Message-ID: <20121224105200.GB67806@pcjas.obspm.fr> Le 24/12/2012 ? 11:23:12+0100, Albert Shih a ?crit > OK. > > I find where suck in my configuration. > > To making the change of queue I use RT-CommandbyEmail, that's mean I just > reply the first mail (with [Helpdesk #Ticket_ID] as subject) with > > Queue:network > > but my mua add "Re:" so the subject received by RT is not > > [Helpdesk #Ticket_ID] > > but > > Re: [Helpdek #Ticket_ID] > > I try to change a ticket from the web interface and as you say it's working > (RT don't add a second time the tag). > > But....in my team many user use commandbyemail...so any tips to make it's > work with commandbyemail (without changing our mua config...) > In fact no, event I reply with [Helpdesk #Ticket_ID] (meaning without the ?Re:?) Rt still add a second tag. Its working only throught the web interface. Regards. JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: lun 24 d?c 2012 11:50:47 CET From ruslan.zakirov at gmail.com Mon Dec 24 09:06:25 2012 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 24 Dec 2012 18:06:25 +0400 Subject: [rt-users] Subject tab and change queue In-Reply-To: <20121224105200.GB67806@pcjas.obspm.fr> References: <20121224093440.GA67561@pcjas.obspm.fr> <1ee054bc-96c2-43f4-9dfd-a524b7138dec@email.android.com> <20121224102312.GC67704@pcjas.obspm.fr> <20121224105200.GB67806@pcjas.obspm.fr> Message-ID: Looks like a bug. Hard to tell whether it's rt or extension. File a report to make sure it is not lost. Ruslan from phone. 24.12.2012 14:52 ???????????? "Albert Shih" ???????: > Le 24/12/2012 ? 11:23:12+0100, Albert Shih a ?crit > > OK. > > > > I find where suck in my configuration. > > > > To making the change of queue I use RT-CommandbyEmail, that's mean I just > > reply the first mail (with [Helpdesk #Ticket_ID] as subject) with > > > > Queue:network > > > > but my mua add "Re:" so the subject received by RT is not > > > > [Helpdesk #Ticket_ID] > > > > but > > > > Re: [Helpdek #Ticket_ID] > > > > I try to change a ticket from the web interface and as you say it's > working > > (RT don't add a second time the tag). > > > > But....in my team many user use commandbyemail...so any tips to make it's > > work with commandbyemail (without changing our mua config...) > > > > In fact no, event I reply with [Helpdesk #Ticket_ID] (meaning without the > ?Re:?) Rt still add a second tag. > > Its working only throught the web interface. > > Regards. > > JAS > -- > Albert SHIH > DIO b?timent 15 > Observatoire de Paris > 5 Place Jules Janssen > 92195 Meudon Cedex > T?l?phone : 01 45 07 76 26/06 86 69 95 71 > xmpp: jas at obspm.fr > Heure local/Local time: > lun 24 d?c 2012 11:50:47 CET > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Albert.Shih at obspm.fr Mon Dec 24 09:37:57 2012 From: Albert.Shih at obspm.fr (Albert Shih) Date: Mon, 24 Dec 2012 15:37:57 +0100 Subject: [rt-users] Subject tab and change queue In-Reply-To: References: <20121224093440.GA67561@pcjas.obspm.fr> <1ee054bc-96c2-43f4-9dfd-a524b7138dec@email.android.com> <20121224102312.GC67704@pcjas.obspm.fr> <20121224105200.GB67806@pcjas.obspm.fr> Message-ID: <20121224143757.GA68443@pcjas.obspm.fr> Le 24/12/2012 ? 18:06:25+0400, Ruslan Zakirov a ?crit > Looks like a bug. Hard to tell whether it's rt or extension. File a report to > make sure it is not lost. I just did: Ticket number : 21983 Happy Holidays. Regards. -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: lun 24 d?c 2012 15:37:10 CET From nlayne at telebarbados.com Mon Dec 24 11:40:30 2012 From: nlayne at telebarbados.com (=?iso-8859-1?Q?Nic=F4le_Layne-Balram?=) Date: Mon, 24 Dec 2012 16:40:30 +0000 Subject: [rt-users] Invalid group error on "make upgrade" Message-ID: <78190160D776F9449B12393A7FBB07D78B89F5E7@Exchange01.telebarbados.com> I'm running into the following error when upgrading from 4.06 to 4.08. All dependencies have been found, but when I run "make upgrade" it errors out with the following after re-checking dependencies: ./install-sh -m 0755 -o root -g www -d /opt/rt4/etc chgrp: invalid group: `www' make: *** [config-install] Error 1 Any ideas? I may have to check which group/user this instance runs apache with? Kind regards, Nic?le ? From ruz at bestpractical.com Mon Dec 24 11:59:17 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 24 Dec 2012 20:59:17 +0400 Subject: [rt-users] Invalid group error on "make upgrade" In-Reply-To: <78190160D776F9449B12393A7FBB07D78B89F5E7@Exchange01.telebarbados.com> References: <78190160D776F9449B12393A7FBB07D78B89F5E7@Exchange01.telebarbados.com> Message-ID: On Mon, Dec 24, 2012 at 8:40 PM, Nic?le Layne-Balram wrote: > I'm running into the following error when upgrading from 4.06 to 4.08. > > All dependencies have been found, but when I run "make upgrade" it errors out with the following after re-checking dependencies: > > ./install-sh -m 0755 -o root -g www -d /opt/rt4/etc > chgrp: invalid group: `www' > make: *** [config-install] Error 1 > > Any ideas? I may have to check which group/user this instance runs apache with? Probably it's apache/apache, check httpd.conf or ps/top output. > > Kind regards, > Nic?le > > > > -- Best regards, Ruslan. From nlayne at telebarbados.com Mon Dec 24 12:55:45 2012 From: nlayne at telebarbados.com (=?utf-8?B?Tmljw7RsZSBMYXluZS1CYWxyYW0=?=) Date: Mon, 24 Dec 2012 17:55:45 +0000 Subject: [rt-users] Invalid group error on "make upgrade" In-Reply-To: References: <78190160D776F9449B12393A7FBB07D78B89F5E7@Exchange01.telebarbados.com> Message-ID: <78190160D776F9449B12393A7FBB07D78B89F817@Exchange01.telebarbados.com> Thanks for responding, Top & Ps didn't tell me much so I tried apache as the group, and when that didn't work, I tried root and ran the command directly and that did something, but I think it made things worse: root at rt:/home//rt-4.0.8# ./install-sh -m 0755 -o root -g apache -d /opt/rt4/etc chgrp: invalid group: `apache' root at rt:/home//rt-4.0.8# ./install-sh -m 0755 -o root -g root -d /opt/rt4/etc root at rt:/home//rt-4.0.8# Apache logs: [Mon Dec 24 17:43:07 2012] [error]: mkdir /opt/rt4/var/mason_data/obj/1972688873: Permission denied at /usr/local/share/perl/5.10.1/HTML/Mason/Compiler/ToObject.pm line 107 (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) Kind regards, Nic?le -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Monday, December 24, 2012 12:59 PM To: Nic?le Layne-Balram Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Invalid group error on "make upgrade" On Mon, Dec 24, 2012 at 8:40 PM, Nic?le Layne-Balram wrote: > I'm running into the following error when upgrading from 4.06 to 4.08. > > All dependencies have been found, but when I run "make upgrade" it errors out with the following after re-checking dependencies: > > ./install-sh -m 0755 -o root -g www -d /opt/rt4/etc > chgrp: invalid group: `www' > make: *** [config-install] Error 1 > > Any ideas? I may have to check which group/user this instance runs apache with? Probably it's apache/apache, check httpd.conf or ps/top output. > > Kind regards, > Nic?le > > > > -- Best regards, Ruslan. From ruz at bestpractical.com Mon Dec 24 12:52:49 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 24 Dec 2012 21:52:49 +0400 Subject: [rt-users] Invalid group error on "make upgrade" In-Reply-To: <78190160D776F9449B12393A7FBB07D78B89F817@Exchange01.telebarbados.com> References: <78190160D776F9449B12393A7FBB07D78B89F5E7@Exchange01.telebarbados.com> <78190160D776F9449B12393A7FBB07D78B89F817@Exchange01.telebarbados.com> Message-ID: On Mon, Dec 24, 2012 at 9:55 PM, Nic?le Layne-Balram wrote: > Thanks for responding, > > Top & Ps didn't tell me much so I tried apache as the group, and when that didn't work, I tried root and ran the command directly and that did something, but I think it made things worse: > > root at rt:/home//rt-4.0.8# ./install-sh -m 0755 -o root -g apache -d /opt/rt4/etc > chgrp: invalid group: `apache' > root at rt:/home//rt-4.0.8# ./install-sh -m 0755 -o root -g root -d /opt/rt4/etc > root at rt:/home//rt-4.0.8# > > Apache logs: > [Mon Dec 24 17:43:07 2012] [error]: mkdir /opt/rt4/var/mason_data/obj/1972688873: Permission denied at /usr/local/share/perl/5.10.1/HTML/Mason/Compiler/ToObject.pm line 107 (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) Why don't you check apache's config. User and Group directives. > > Kind regards, > Nic?le > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: Monday, December 24, 2012 12:59 PM > To: Nic?le Layne-Balram > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Invalid group error on "make upgrade" > > On Mon, Dec 24, 2012 at 8:40 PM, Nic?le Layne-Balram wrote: >> I'm running into the following error when upgrading from 4.06 to 4.08. >> >> All dependencies have been found, but when I run "make upgrade" it errors out with the following after re-checking dependencies: >> >> ./install-sh -m 0755 -o root -g www -d /opt/rt4/etc >> chgrp: invalid group: `www' >> make: *** [config-install] Error 1 >> >> Any ideas? I may have to check which group/user this instance runs apache with? > > Probably it's apache/apache, check httpd.conf or ps/top output. > > >> >> Kind regards, >> Nic?le >> >> >> >> > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From chirag.parikh at thomsonreuters.com Mon Dec 24 13:05:41 2012 From: chirag.parikh at thomsonreuters.com (chirag.parikh at thomsonreuters.com) Date: Mon, 24 Dec 2012 18:05:41 +0000 Subject: [rt-users] Error during make upgrade-database -- RTx::AssetTracker::Type In-Reply-To: <09A9FF17028D344A8E61C29D79822C841134EC@C111TZDHMBX75.ERF.thomson.com> References: <09A9FF17028D344A8E61C29D79822C841134EC@C111TZDHMBX75.ERF.thomson.com> Message-ID: <09A9FF17028D344A8E61C29D79822C8411C8E0@C111ZHAXMBX79.ERF.thomson.com> Hi, I was just wondering if anyone has any suggestions for my below issue. Anyone on database upgrade expert? I'm stuck on below mentioned step. Please help! Chirag. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Parikh, Chirag (Financial&Risk) Sent: Friday, December 21, 2012 12:41 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Error during make upgrade-database -- RTx::AssetTracker::Type Hello, I'm currently using RT 3.4.5 with AssetTracker extension and with Mysql 5 database. I want to setup new RT 4.0.8 on a new server with importing database from old server (generating mysqldump from old and populating DB on new server). I'm able to use make upgrade for this purpose and follow steps in UPGRADING.mysql file upto "Item 7". That is, run "make upgrade-database" and apply updates from 3.4.5 up to 3.7.87 (as suggested in UPGRADING.mysql file). Then I'm able to apply RT 3.8 schema upgrades by generating and applying queries (upto Item 7). But, then in Item 8, I have to run make upgrade-database again to apply remaining updates (starting from 3.7.87). This is when I encounter below error and cannot proceed further. Any help/suggestions on fixing this would be greatly appreciated. Please help! [root at isupport rt-4.0.8]# make upgrade-database /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action upgrade --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your mysql instance on localhost as root Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: localhost Name: rt User: rt DBA: root Enter RT version you're upgrading from: 3.7.87 Going to apply following upgrades: * 3.8.0 * 3.8.1 * 3.8.2 * 3.8.3 * 3.8.4 * 3.8.6 * 3.8.8 * 3.8.9 * 3.9.1 * 3.9.2 * 3.9.3 * 3.9.5 * 3.9.6 * 3.9.7 * 3.9.8 * 4.0.0rc2 * 4.0.0rc4 * 4.0.0rc7 * 4.0.1 * 4.0.3 * 4.0.4 * 4.0.6 Enter RT version if you want to stop upgrade at some point, or leave it blank if you want apply above upgrades: IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP Proceed [y/N]:y Processing 3.8.0 Now inserting data. Processing 3.8.1 Now inserting data. Processing 3.8.2 Now inserting data. [Thu Dec 20 23:16:43 2012] [warning]: Going to add [OLD] prefix to all templates in approvals queue. If you have never used approvals, you can safely delete all the templates with the [OLD] prefix. Leave the new Approval templates because you may eventually want to start using approvals. (./etc/upgrade/3.8.2/content:3) [Thu Dec 20 23:16:43 2012] [error]: That principal already has that right (/opt/download/rt-4.0.8/sbin/../lib/RT/Handle.pm:971) [Thu Dec 20 23:16:43 2012] [warning]: IMPORTANT: We're going to delete all scrips in Approvals queue and save them in 'rt-approvals-scrips-xml5' file. (./etc/upgrade/3.8.2/content:165) Processing 3.8.3 Now inserting data. Processing 3.8.4 Now inserting data. Processing 3.8.6 Now inserting data. Processing 3.8.8 Now inserting data. Couldn't finish 'upgrade' step. ERROR: One of initial functions failed: Can't locate object method "new" via package "RTx::AssetTracker::Type" (perhaps you forgot to load "RTx::AssetTracker::Type"?) at /opt/download/rt-4.0.8/sbin/../lib/RT/ObjectCustomField.pm line 148, <> line 1. make: *** [upgrade-database] Error 255 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Chirag Parikh Thomson Reuters Financial & Risk 195 Broadway, New York * (646) 822-3951 * Chirag.Parikh at ThomsonReuters.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon Dec 24 14:01:12 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 24 Dec 2012 11:01:12 -0800 Subject: [rt-users] Error during make upgrade-database -- RTx::AssetTracker::Type In-Reply-To: <09A9FF17028D344A8E61C29D79822C841134EC@C111TZDHMBX75.ERF.thomson.com> References: <09A9FF17028D344A8E61C29D79822C841134EC@C111TZDHMBX75.ERF.thomson.com> Message-ID: <50D8A678.5090806@bestpractical.com> On 12/21/2012 09:40 AM, chirag.parikh at thomsonreuters.com wrote: > I?m currently using RT 3.4.5 with AssetTracker extension and with Mysql > 5 database. I want to setup new RT 4.0.8 on a new server with importing > database from old server (generating mysqldump from old and populating > DB on new server). I?m able to use make upgrade for this purpose and > follow steps in UPGRADING.mysql file upto ?Item 7?. That is, run ?make > upgrade-database? and apply updates from 3.4.5 up to 3.7.87 (as > suggested in UPGRADING.mysql file). Then I?m able to apply RT 3.8 schema > upgrades by generating and applying queries (upto Item 7). But, then in > Item 8, I have to run make upgrade-database again to apply remaining > updates (starting from 3.7.87). This is when I encounter below error and > cannot proceed further. Any help/suggestions on fixing this would be > greatly appreciated. Please help! The error you're seeing is because RTx-AssetTracker isn't loaded yet there are records referencing it in the database. Since AssetTracker is a third-party extension, I suggest tracking down the AT team and seeing what they suggest. Sometimes they respond on rt-users, but not always. I don't think AT is supported on RT 4, however. From jvdwege at xs4all.nl Mon Dec 24 14:57:31 2012 From: jvdwege at xs4all.nl (Joop) Date: Mon, 24 Dec 2012 20:57:31 +0100 Subject: [rt-users] Error during make upgrade-database -- RTx::AssetTracker::Type In-Reply-To: <09A9FF17028D344A8E61C29D79822C8411C8E0@C111ZHAXMBX79.ERF.thomson.com> References: <09A9FF17028D344A8E61C29D79822C841134EC@C111TZDHMBX75.ERF.thomson.com> <09A9FF17028D344A8E61C29D79822C8411C8E0@C111ZHAXMBX79.ERF.thomson.com> Message-ID: <5766c072-785f-46c4-9b3d-c58aee000d64@email.android.com> chirag.parikh at thomsonreuters.com wrote: >Hi, >I was just wondering if anyone has any suggestions for my below issue. >Anyone on database upgrade expert? I'm stuck on below mentioned step. >Please help! Remove AT temporarily from RT_Siteconfig.pm and retry the upgrade. Find AT on github for the latest version which does work with 4.0.x Joop -- Sent from my Android phone with K-9 Mail. Please excuse my brevity. From chirag.parikh at thomsonreuters.com Mon Dec 24 15:11:26 2012 From: chirag.parikh at thomsonreuters.com (chirag.parikh at thomsonreuters.com) Date: Mon, 24 Dec 2012 20:11:26 +0000 Subject: [rt-users] Error during make upgrade-database -- RTx::AssetTracker::Type In-Reply-To: <5766c072-785f-46c4-9b3d-c58aee000d64@email.android.com> References: <09A9FF17028D344A8E61C29D79822C841134EC@C111TZDHMBX75.ERF.thomson.com> <09A9FF17028D344A8E61C29D79822C8411C8E0@C111ZHAXMBX79.ERF.thomson.com> <5766c072-785f-46c4-9b3d-c58aee000d64@email.android.com> Message-ID: <09A9FF17028D344A8E61C29D79822C8411C98E@C111ZHAXMBX79.ERF.thomson.com> Hi Joop, Thanks for responding. I have already removed AT from RT_SiteConfig.pm, and still getting this error. I have also downloaded new AT from github which I plan to use after I can setup new RT successfully....i.e. if only I can get past this "make upgrade-database" to succeed somehow. It succeeded for the first half of the upgrade (from 3.4.5 to 3.7.87 once I commented out AT), but the after applying RT 3.8 schema upgrade queries (also successful), it fails on second half of upgrade-database (from 3.7.87 onwards). This is why its puzzling me that removing AT from Siteconfig worked for first half, but not the second half. Any advise? Chirag. -----Original Message----- From: Joop [mailto:jvdwege at xs4all.nl] Sent: Monday, December 24, 2012 2:58 PM To: Parikh, Chirag (Financial&Risk); rt-users at lists.bestpractical.com Subject: Re: [rt-users] Error during make upgrade-database -- RTx::AssetTracker::Type chirag.parikh at thomsonreuters.com wrote: >Hi, >I was just wondering if anyone has any suggestions for my below issue. >Anyone on database upgrade expert? I'm stuck on below mentioned step. >Please help! Remove AT temporarily from RT_Siteconfig.pm and retry the upgrade. Find AT on github for the latest version which does work with 4.0.x Joop -- Sent from my Android phone with K-9 Mail. Please excuse my brevity. From eugene.panich at almalence.com Tue Dec 25 21:02:10 2012 From: eugene.panich at almalence.com (Eugene Panich) Date: Wed, 26 Dec 2012 09:02:10 +0700 Subject: [rt-users] Can't call method "id" on unblessed reference - please help Message-ID: <1944904684.20121226090210@almalence.com> Hello, Recently all of my RT's users are getting "An internal RT error has occurred. Your administrator can find more details in RT's log files." In the log file there is a error: Can't call method "id" on unblessed reference at (path_to_rt)/lib/RT/Interface/Web.pm line 343. ((path_to_rt)/lib/RT/Interface/Web/Handler.pm:208) Does anyone know how to cure it? Any help would be appreciated. Thanks, Eugene. From hiro24 at gmail.com Wed Dec 26 12:28:04 2012 From: hiro24 at gmail.com (Chris Hall) Date: Wed, 26 Dec 2012 12:28:04 -0500 Subject: [rt-users] Adding comments to the format field of a search Message-ID: Is there a way to add either all or the last comment to the format section of a search? I have a customer who would like to pull the comments or last comments, etc in a search and have it exported along w/ the other data to a spreadsheet. To do that though as I am to understand, I'd need to have a comment field in the format section in the advanced edit query section. I've tried adding __Comment__, __Comments__, __LastComment__, but none of those work. Is there another way of doing this or is it called something else? -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Dec 26 12:40:36 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 26 Dec 2012 09:40:36 -0800 Subject: [rt-users] Can't call method "id" on unblessed reference - please help In-Reply-To: <1944904684.20121226090210@almalence.com> References: <1944904684.20121226090210@almalence.com> Message-ID: <50DB3694.1030709@bestpractical.com> On 12/25/2012 06:02 PM, Eugene Panich wrote: > Recently all of my RT's users are getting "An internal RT error has > occurred. Your administrator can find more details in RT's log files." > In the log file there is a error: > Can't call method "id" on unblessed reference at (path_to_rt)/lib/RT/Interface/Web.pm line 343. ((path_to_rt)/lib/RT/Interface/Web/Handler.pm:208) > > Does anyone know how to cure it? Ten to one cPanel is running on the same host. Recent updates to cPanel modify a core Perl library, changing standard behaviour to something non-standard. This breaks many other software packages which rely on the standard behaviour, including RT. We have an open ticket about this but it really isn't our bug, it's cPanel's. As a workaround for cPanel's non-standard patching of your system perl, I'd suggest building your own perl install just for RT to use. It will then be isolated from cPanel changes breaking it. A common place is to install the perl for RT under /opt/rt4/perl/. You can use perlbrew to build perl for you. From trs at bestpractical.com Wed Dec 26 12:44:33 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 26 Dec 2012 09:44:33 -0800 Subject: [rt-users] Adding comments to the format field of a search In-Reply-To: References: Message-ID: <50DB3781.3020703@bestpractical.com> On 12/26/2012 09:28 AM, Chris Hall wrote: > Is there a way to add either all or the last comment to the format > section of a search? I have a customer who would like to pull the > comments or last comments, etc in a search and have it exported along w/ > the other data to a spreadsheet. > > To do that though as I am to understand, I'd need to have a comment > field in the format section in the advanced edit query section. I've > tried adding __Comment__, __Comments__, __LastComment__, but none of > those work. Is there another way of doing this or is it called > something else? Check out RTx::TicketlistTransactions . It's similar to what you want, and may be enough. If it's not, you can use it as a basis to modify and provide your own. From eugene.panich at almalence.com Wed Dec 26 20:48:27 2012 From: eugene.panich at almalence.com (Eugene Panich) Date: Thu, 27 Dec 2012 08:48:27 +0700 Subject: [rt-users] Can't call method "id" on unblessed reference - please help In-Reply-To: <50DB3694.1030709@bestpractical.com> References: <1944904684.20121226090210@almalence.com> <50DB3694.1030709@bestpractical.com> Message-ID: <961942280.20121227084827@almalence.com> Hi Thomas, Thanks, you are right - cPanel is running on the same host. How do I make RT using a separate perl build? I'm running RT via Apache/fcgi. Thanks, Eugene. > Ten to one cPanel is running on the same host. Recent updates to cPanel > modify a core Perl library, changing standard behaviour to something > non-standard. This breaks many other software packages which rely on > the standard behaviour, including RT. > We have an open ticket about this > but it > really isn't our bug, it's cPanel's. > As a workaround for cPanel's non-standard patching of your system perl, > I'd suggest building your own perl install just for RT to use. It will > then be isolated from cPanel changes breaking it. A common place is to > install the perl for RT under /opt/rt4/perl/. You can use perlbrew > to build perl for you. From qcxhome at hotmail.com Wed Dec 26 22:44:26 2012 From: qcxhome at hotmail.com (Chenxiong Qi) Date: Thu, 27 Dec 2012 11:44:26 +0800 Subject: [rt-users] Value separated by comma cannot be stored in custom field Message-ID: Hi, CF.{Line no.}: 7,8,9Above line is contained in the post data to create a new ticket via REST API. And custom field named "Line no." has type "Enter one value". However, value 7,8,9 is not stored in the field. Is there any special rule for this kind of field? And what format I should follow to format the value? Thanks! Chenxiong Qi -------------- next part -------------- An HTML attachment was scrubbed... URL: From gma at adesoft.com Thu Dec 27 05:28:57 2012 From: gma at adesoft.com (gio) Date: Thu, 27 Dec 2012 02:28:57 -0800 (PST) Subject: [rt-users] Original message's line's length in reply messages Message-ID: <1356604137354-52248.post@n7.nabble.com> Hello, When I reply a message in RT, Rt use cutting the message in different parts with a non-constant length. For example, if the original message is : [ Hello, Aaaaa bbbb cccccc dddddddddd eeeeeeeee ff gggggg Hhhhh ii jjjjjjjjjjjjj kkkkkkk ] Reply to this message will show [ >I >Aaaaa bbbb cccccc >dddddddddd eeeeeeeee ff >gggggg Hhhhh >ii jjjjjjjjjjjjj >kkkkkkk ] So, I think it?s not a maximum length or something like that. Is there a way to configure it ? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Original-message-s-line-s-length-in-reply-messages-tp52248.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From nlayne at telebarbados.com Thu Dec 27 08:14:52 2012 From: nlayne at telebarbados.com (=?utf-8?B?Tmljw7RsZSBMYXluZS1CYWxyYW0=?=) Date: Thu, 27 Dec 2012 13:14:52 +0000 Subject: [rt-users] Invalid group error on "make upgrade" In-Reply-To: References: <78190160D776F9449B12393A7FBB07D78B89F5E7@Exchange01.telebarbados.com> <78190160D776F9449B12393A7FBB07D78B89F817@Exchange01.telebarbados.com> Message-ID: <78190160D776F9449B12393A7FBB07D78B8A06D2@Exchange01.telebarbados.com> I believe the correct group is www-data instead of www: # ls -l /opt/rt4/etc total 176 -r-------- 1 root www-data 770 2012-07-05 16:07 acl.mysql -r-------- 1 root www-data 27 2012-07-05 16:07 acl.Oracle -r-------- 1 root www-data 2129 2012-07-05 16:07 acl.Pg -r-------- 1 root www-data 23556 2012-07-05 16:07 initialdata -r--r----- 1 root www-data 71159 2012-07-05 16:07 RT_Config.pm -rw-r----- 1 root www-data 2241 2012-07-05 16:01 RT_SiteConfig.pm -r-------- 1 root www-data 16384 2012-07-05 16:07 schema.mysql -r-------- 1 root www-data 14014 2012-07-05 16:07 schema.Oracle -r-------- 1 root www-data 15437 2012-07-05 16:07 schema.Pg -r-------- 1 root www-data 12642 2012-07-05 16:07 schema.SQLite What's the best way to change this in the make upgrade? Is "./install-sh -m 0755 -o root -g www -d /opt/rt4/etc" the only command run, where I can just replace www with www-data? Kind regards, Nic?le ? -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Monday, December 24, 2012 1:53 PM To: Nic?le Layne-Balram Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Invalid group error on "make upgrade" On Mon, Dec 24, 2012 at 9:55 PM, Nic?le Layne-Balram wrote: > Thanks for responding, > > Top & Ps didn't tell me much so I tried apache as the group, and when that didn't work, I tried root and ran the command directly and that did something, but I think it made things worse: > > root at rt:/home//rt-4.0.8# ./install-sh -m 0755 -o root -g apache > -d /opt/rt4/etc > chgrp: invalid group: `apache' > root at rt:/home//rt-4.0.8# ./install-sh -m 0755 -o root -g root -d > /opt/rt4/etc root at rt:/home//rt-4.0.8# > > Apache logs: > [Mon Dec 24 17:43:07 2012] [error]: mkdir > /opt/rt4/var/mason_data/obj/1972688873: Permission denied at > /usr/local/share/perl/5.10.1/HTML/Mason/Compiler/ToObject.pm line 107 > (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) Why don't you check apache's config. User and Group directives. > > Kind regards, > Nic?le > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On > Behalf Of Ruslan Zakirov > Sent: Monday, December 24, 2012 12:59 PM > To: Nic?le Layne-Balram > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Invalid group error on "make upgrade" > > On Mon, Dec 24, 2012 at 8:40 PM, Nic?le Layne-Balram wrote: >> I'm running into the following error when upgrading from 4.06 to 4.08. >> >> All dependencies have been found, but when I run "make upgrade" it errors out with the following after re-checking dependencies: >> >> ./install-sh -m 0755 -o root -g www -d /opt/rt4/etc >> chgrp: invalid group: `www' >> make: *** [config-install] Error 1 >> >> Any ideas? I may have to check which group/user this instance runs apache with? > > Probably it's apache/apache, check httpd.conf or ps/top output. > > >> >> Kind regards, >> Nic?le >> >> >> >> > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From nlayne at telebarbados.com Thu Dec 27 11:06:57 2012 From: nlayne at telebarbados.com (=?utf-8?B?Tmljw7RsZSBMYXluZS1CYWxyYW0=?=) Date: Thu, 27 Dec 2012 16:06:57 +0000 Subject: [rt-users] Invalid group error on "make upgrade" In-Reply-To: <78190160D776F9449B12393A7FBB07D78B8A06D2@Exchange01.telebarbados.com> References: <78190160D776F9449B12393A7FBB07D78B89F5E7@Exchange01.telebarbados.com> <78190160D776F9449B12393A7FBB07D78B89F817@Exchange01.telebarbados.com> <78190160D776F9449B12393A7FBB07D78B8A06D2@Exchange01.telebarbados.com> Message-ID: <78190160D776F9449B12393A7FBB07D78B8A0B0B@Exchange01.telebarbados.com> Problem sorted. For some reason I forgot to run (or assumed I had already run) ./configure, so once I ran this first before the make testdeps and make fixdeps, it worked... Thanks for your help. Kind regards, Nic?le -----Original Message----- From: Nic?le Layne-Balram Sent: Thursday, December 27, 2012 9:15 AM To: 'Ruslan Zakirov' Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Invalid group error on "make upgrade" I believe the correct group is www-data instead of www: # ls -l /opt/rt4/etc total 176 -r-------- 1 root www-data 770 2012-07-05 16:07 acl.mysql -r-------- 1 root www-data 27 2012-07-05 16:07 acl.Oracle -r-------- 1 root www-data 2129 2012-07-05 16:07 acl.Pg -r-------- 1 root www-data 23556 2012-07-05 16:07 initialdata -r--r----- 1 root www-data 71159 2012-07-05 16:07 RT_Config.pm -rw-r----- 1 root www-data 2241 2012-07-05 16:01 RT_SiteConfig.pm -r-------- 1 root www-data 16384 2012-07-05 16:07 schema.mysql -r-------- 1 root www-data 14014 2012-07-05 16:07 schema.Oracle -r-------- 1 root www-data 15437 2012-07-05 16:07 schema.Pg -r-------- 1 root www-data 12642 2012-07-05 16:07 schema.SQLite What's the best way to change this in the make upgrade? Is "./install-sh -m 0755 -o root -g www -d /opt/rt4/etc" the only command run, where I can just replace www with www-data? Kind regards, Nic?le ? -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Monday, December 24, 2012 1:53 PM To: Nic?le Layne-Balram Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Invalid group error on "make upgrade" On Mon, Dec 24, 2012 at 9:55 PM, Nic?le Layne-Balram wrote: > Thanks for responding, > > Top & Ps didn't tell me much so I tried apache as the group, and when that didn't work, I tried root and ran the command directly and that did something, but I think it made things worse: > > root at rt:/home//rt-4.0.8# ./install-sh -m 0755 -o root -g apache > -d /opt/rt4/etc > chgrp: invalid group: `apache' > root at rt:/home//rt-4.0.8# ./install-sh -m 0755 -o root -g root -d > /opt/rt4/etc root at rt:/home//rt-4.0.8# > > Apache logs: > [Mon Dec 24 17:43:07 2012] [error]: mkdir > /opt/rt4/var/mason_data/obj/1972688873: Permission denied at > /usr/local/share/perl/5.10.1/HTML/Mason/Compiler/ToObject.pm line 107 > (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) Why don't you check apache's config. User and Group directives. > > Kind regards, > Nic?le > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On > Behalf Of Ruslan Zakirov > Sent: Monday, December 24, 2012 12:59 PM > To: Nic?le Layne-Balram > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Invalid group error on "make upgrade" > > On Mon, Dec 24, 2012 at 8:40 PM, Nic?le Layne-Balram wrote: >> I'm running into the following error when upgrading from 4.06 to 4.08. >> >> All dependencies have been found, but when I run "make upgrade" it errors out with the following after re-checking dependencies: >> >> ./install-sh -m 0755 -o root -g www -d /opt/rt4/etc >> chgrp: invalid group: `www' >> make: *** [config-install] Error 1 >> >> Any ideas? I may have to check which group/user this instance runs apache with? > > Probably it's apache/apache, check httpd.conf or ps/top output. > > >> >> Kind regards, >> Nic?le >> >> >> >> > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From falcone at bestpractical.com Thu Dec 27 13:56:15 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 27 Dec 2012 13:56:15 -0500 Subject: [rt-users] RTx-From gives a cross-site error... In-Reply-To: <20121221215113.GV14743@aart.rice.edu> References: <20121221215113.GV14743@aart.rice.edu> Message-ID: <20121227185615.GA64810@jibsheet.com> On Fri, Dec 21, 2012 at 03:51:13PM -0600, ktm at rice.edu wrote: > You can click through but it adds an additional step and alarms the > users. Does anyone have any pointers to documentation about how to > fix these types of problems within RT 3.8? Have you reached out to the author? This isn't a BPS module so I'm not familiar with the internals of it. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Dec 27 14:18:51 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 27 Dec 2012 14:18:51 -0500 Subject: [rt-users] Custom authentication script fails with > ExternalAuthPriority not defined, please check your configuration file In-Reply-To: References: Message-ID: <20121227191851.GB64810@jibsheet.com> On Thu, Dec 20, 2012 at 11:56:44AM +0000, Scotto Alberto wrote: > But for security reasons I want to execute it as another user (I created the Unix user > "selfservice", as well as the RT user "selfservice"). Executing the script as this Unix user, > DoAuth fails with the following message: > > ExternalAuthPriority not defined, please check your configuration file. Does the selfservice user have access to read your Configuration files and all the RT libraries? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Dec 27 14:19:56 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 27 Dec 2012 14:19:56 -0500 Subject: [rt-users] Dashboard and a glance question In-Reply-To: References: Message-ID: <20121227191956.GC64810@jibsheet.com> On Thu, Dec 20, 2012 at 05:33:35PM +0100, Jan Niezb?dny wrote: > I have a question. It?s possible to change home page (a glance) for a > specific group? Or to change group dashboard page with home page (a > glance). Neither of these are currently features of RT. They are both something we'd love to see in a future release. I know a number of clients who bookmark dashboards to use as homepages (since they have a standard URL) and who use Callbacks to modify the Home link to return to that dashboard. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From al.scotto at reply.it Thu Dec 27 16:41:17 2012 From: al.scotto at reply.it (Scotto Alberto) Date: Thu, 27 Dec 2012 21:41:17 +0000 Subject: [rt-users] R: Custom authentication script fails with > ExternalAuthPriority not defined, please check your configuration file In-Reply-To: <20121227191851.GB64810@jibsheet.com> References: , <20121227191851.GB64810@jibsheet.com> Message-ID: Oh, thank you, my saviour! I was guessing it was about my lack of knowledge of the library (missing some parameters), so didn't think of the obvious.. Btw, I just had to give my 'selfservice' user read permissions for etc/ files Happy new year to all of you, and thank you all for your support and sharing!! (bestpractical guys in particular; Kevin, in very particular!) Cheers ________________________________________ Da: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] per conto di Kevin Falcone [falcone at bestpractical.com] Inviato: gioved? 27 dicembre 2012 20.18 A: rt-users at lists.bestpractical.com Oggetto: Re: [rt-users] Custom authentication script fails with > ExternalAuthPriority not defined, please check your configuration file On Thu, Dec 20, 2012 at 11:56:44AM +0000, Scotto Alberto wrote: > But for security reasons I want to execute it as another user (I created the Unix user > "selfservice", as well as the RT user "selfservice"). Executing the script as this Unix user, > DoAuth fails with the following message: > > ExternalAuthPriority not defined, please check your configuration file. Does the selfservice user have access to read your Configuration files and all the RT libraries? -kevin Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.scotto at reply.it www.reply.it ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. From al.scotto at reply.it Thu Dec 27 19:57:33 2012 From: al.scotto at reply.it (Scotto Alberto) Date: Fri, 28 Dec 2012 00:57:33 +0000 Subject: [rt-users] R: Custom authentication script fails with > ExternalAuthPriority not defined, please check your configuration file In-Reply-To: References: , <20121227191851.GB64810@jibsheet.com>, Message-ID: I've just shared my script on rt wikia :) http://requesttracker.wikia.com/wiki/Rt-auth-user Any improvements are welcome. For example, I suspect there's a better way to do it (it = authenticating against external auths first, and then the local RT's DB). I'd expect to call only DoAuth, and then it should fall to IsPassword by itself, shouldn't it? Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.scotto at reply.it www.reply.it ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. From luciano at cpd.ufrgs.br Fri Dec 28 13:03:05 2012 From: luciano at cpd.ufrgs.br (Luciano Ernesto da Silva) Date: Fri, 28 Dec 2012 16:03:05 -0200 Subject: [rt-users] UNSUBSCRIBE Message-ID: <87C8AADF9E20C14C811B0AFA1747DA54036928FD@filipides> UNSUBSCRIBE Luciano Silva Luciano at cpd.ufrgs.br Divis?o de Suporte a Software DRS - CPD - UFRGS Fone (51)3308-5050 -------------- next part -------------- An HTML attachment was scrubbed... URL: From mutaahir at gmail.com Fri Dec 28 13:52:14 2012 From: mutaahir at gmail.com (mutaahir) Date: Fri, 28 Dec 2012 23:52:14 +0500 Subject: [rt-users] rt-users Digest, Vol 105, Issue 27 In-Reply-To: References: Message-ID: Unsubscribe On Dec 28, 2012 10:00 PM, wrote: > Send rt-users mailing list submissions to > rt-users at lists.bestpractical.com > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > or, via email, send a message with subject or body 'help' to > rt-users-request at lists.bestpractical.com > > You can reach the person managing the list at > rt-users-owner at lists.bestpractical.com > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of rt-users digest..." > > > Today's Topics: > > 1. Re: RTx-From gives a cross-site error... (Kevin Falcone) > 2. Re: Custom authentication script fails with > > ExternalAuthPriority not defined, please check your configuration > file (Kevin Falcone) > 3. Re: Dashboard and a glance question (Kevin Falcone) > 4. R: Custom authentication script fails with > > ExternalAuthPriority not defined, please check your configuration > file (Scotto Alberto) > 5. R: Custom authentication script fails with > > ExternalAuthPriority not defined, please check your configuration > file (Scotto Alberto) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 27 Dec 2012 13:56:15 -0500 > From: Kevin Falcone > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RTx-From gives a cross-site error... > Message-ID: <20121227185615.GA64810 at jibsheet.com> > Content-Type: text/plain; charset="us-ascii" > > On Fri, Dec 21, 2012 at 03:51:13PM -0600, ktm at rice.edu wrote: > > You can click through but it adds an additional step and alarms the > > users. Does anyone have any pointers to documentation about how to > > fix these types of problems within RT 3.8? > > Have you reached out to the author? This isn't a BPS module so I'm > not familiar with the internals of it. > > -kevin > -------------- next part -------------- > A non-text attachment was scrubbed... > Name: not available > Type: application/pgp-signature > Size: 235 bytes > Desc: not available > URL: < > http://lists.bestpractical.com/pipermail/rt-users/attachments/20121227/4edf00b5/attachment-0001.pgp > > > > ------------------------------ > > Message: 2 > Date: Thu, 27 Dec 2012 14:18:51 -0500 > From: Kevin Falcone > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Custom authentication script fails with > > ExternalAuthPriority not defined, please check your configuration > file > Message-ID: <20121227191851.GB64810 at jibsheet.com> > Content-Type: text/plain; charset="us-ascii" > > On Thu, Dec 20, 2012 at 11:56:44AM +0000, Scotto Alberto wrote: > > But for security reasons I want to execute it as another user (I > created the Unix user > > "selfservice", as well as the RT user "selfservice"). Executing the > script as this Unix user, > > DoAuth fails with the following message: > > > > ExternalAuthPriority not defined, please check your configuration > file. > > Does the selfservice user have access to read your Configuration files > and all the RT libraries? > > -kevin > -------------- next part -------------- > A non-text attachment was scrubbed... > Name: not available > Type: application/pgp-signature > Size: 235 bytes > Desc: not available > URL: < > http://lists.bestpractical.com/pipermail/rt-users/attachments/20121227/9228a80d/attachment-0001.pgp > > > > ------------------------------ > > Message: 3 > Date: Thu, 27 Dec 2012 14:19:56 -0500 > From: Kevin Falcone > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Dashboard and a glance question > Message-ID: <20121227191956.GC64810 at jibsheet.com> > Content-Type: text/plain; charset="utf-8" > > On Thu, Dec 20, 2012 at 05:33:35PM +0100, Jan Niezb?dny wrote: > > I have a question. It?s possible to change home page (a glance) for a > > specific group? Or to change group dashboard page with home page (a > > glance). > > Neither of these are currently features of RT. They are both > something we'd love to see in a future release. > > I know a number of clients who bookmark dashboards to use as homepages > (since they have a standard URL) and who use Callbacks to modify the > Home link to return to that dashboard. > > -kevin > -------------- next part -------------- > A non-text attachment was scrubbed... > Name: not available > Type: application/pgp-signature > Size: 235 bytes > Desc: not available > URL: < > http://lists.bestpractical.com/pipermail/rt-users/attachments/20121227/2aa6b1ff/attachment-0001.pgp > > > > ------------------------------ > > Message: 4 > Date: Thu, 27 Dec 2012 21:41:17 +0000 > From: Scotto Alberto > To: Kevin Falcone , > "rt-users at lists.bestpractical.com" < > rt-users at lists.bestpractical.com> > Subject: [rt-users] R: Custom authentication script fails with > > ExternalAuthPriority not defined, please check your configuration > file > Message-ID: > > > Content-Type: text/plain; charset="iso-8859-1" > > Oh, thank you, my saviour! > > I was guessing it was about my lack of knowledge of the library (missing > some parameters), so didn't think of the obvious.. > > Btw, I just had to give my 'selfservice' user read permissions for etc/ > files > > > Happy new year to all of you, > and thank you all for your support and sharing!! > (bestpractical guys in particular; Kevin, in very particular!) > > Cheers > > ________________________________________ > Da: rt-users-bounces at lists.bestpractical.com [ > rt-users-bounces at lists.bestpractical.com] per conto di Kevin Falcone [ > falcone at bestpractical.com] > Inviato: gioved? 27 dicembre 2012 20.18 > A: rt-users at lists.bestpractical.com > Oggetto: Re: [rt-users] Custom authentication script fails with > > ExternalAuthPriority not defined, please check your configuration file > > On Thu, Dec 20, 2012 at 11:56:44AM +0000, Scotto Alberto wrote: > > But for security reasons I want to execute it as another user (I > created the Unix user > > "selfservice", as well as the RT user "selfservice"). Executing the > script as this Unix user, > > DoAuth fails with the following message: > > > > ExternalAuthPriority not defined, please check your configuration > file. > > Does the selfservice user have access to read your Configuration files > and all the RT libraries? > > -kevin > > > Alberto Scotto > > Blue Reply > Via Cardinal Massaia, 83 > 10147 - Torino - ITALY > phone: +39 011 29100 > al.scotto at reply.it > www.reply.it > > > ________________________________ > > -- > The information transmitted is intended for the person or entity to which > it is addressed and may contain confidential and/or privileged material. > Any review, retransmission, dissemination or other use of, or taking of any > action in reliance upon, this information by persons or entities other than > the intended recipient is prohibited. If you received this in error, please > contact the sender and delete the material from any computer. > > > ------------------------------ > > Message: 5 > Date: Fri, 28 Dec 2012 00:57:33 +0000 > From: Scotto Alberto > To: Kevin Falcone , > "rt-users at lists.bestpractical.com" < > rt-users at lists.bestpractical.com> > Subject: [rt-users] R: Custom authentication script fails with > > ExternalAuthPriority not defined, please check your configuration > file > Message-ID: > > > Content-Type: text/plain; charset="us-ascii" > > I've just shared my script on rt wikia :) > > http://requesttracker.wikia.com/wiki/Rt-auth-user > > Any improvements are welcome. > > For example, I suspect there's a better way to do it (it = authenticating > against external auths first, and then the local RT's DB). > I'd expect to call only DoAuth, and then it should fall to IsPassword by > itself, shouldn't it? > > > > Alberto Scotto > > Blue Reply > Via Cardinal Massaia, 83 > 10147 - Torino - ITALY > phone: +39 011 29100 > al.scotto at reply.it > www.reply.it > > > ________________________________ > > -- > The information transmitted is intended for the person or entity to which > it is addressed and may contain confidential and/or privileged material. > Any review, retransmission, dissemination or other use of, or taking of any > action in reliance upon, this information by persons or entities other than > the intended recipient is prohibited. If you received this in error, please > contact the sender and delete the material from any computer. > > > ------------------------------ > > -------- > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > End of rt-users Digest, Vol 105, Issue 27 > ***************************************** > -------------- next part -------------- An HTML attachment was scrubbed... URL: From decenter.decenter at gmail.com Sat Dec 29 08:24:39 2012 From: decenter.decenter at gmail.com (decenter decenter) Date: Sat, 29 Dec 2012 18:54:39 +0530 Subject: [rt-users] Request Tracker does not highlight a ticket when it receives a new reply Message-ID: Hello, When a new ticket is created, I can see that in RT. But then if a new reply or correspondence comes to that ticket, it is not getting highlighted (but I can see the new correspondence in the ticket). Any solution? Regards, -------------- next part -------------- An HTML attachment was scrubbed... URL: From benwilson6 at gmail.com Sat Dec 29 03:48:08 2012 From: benwilson6 at gmail.com (Nums) Date: Sat, 29 Dec 2012 08:48:08 +0000 (UTC) Subject: [rt-users] Placing 2 CF in RT ticket subject Message-ID: I am trying to create a script which will pull 2 custom field values into the RT ticket subject upon creation. I am able to do it with one using script below, but unable to manage to pull 2 CF values, is this possible? my $subject = $self->TicketObj->FirstCustomFieldValue('Custom Field Selection') $self->TicketObj->SetSubject($subject); From trs at bestpractical.com Mon Dec 31 16:44:24 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 31 Dec 2012 13:44:24 -0800 Subject: [rt-users] R: Custom authentication script fails with > ExternalAuthPriority not defined, please check your configuration file In-Reply-To: References: , <20121227191851.GB64810@jibsheet.com>, Message-ID: <50E20738.9060606@bestpractical.com> On 12/27/2012 04:57 PM, Scotto Alberto wrote: > I've just shared my script on rt wikia :) > > http://requesttracker.wikia.com/wiki/Rt-auth-user > > Any improvements are welcome. > > For example, I suspect there's a better way to do it (it = > authenticating against external auths first, and then the local RT's > DB). I'd expect to call only DoAuth, and then it should fall to > IsPassword by itself, shouldn't it? Your PHP example has a serious security flaw in it since you use unescaped user input in the call to shell_exec(). Any username which passes your check may be followed by a password which runs arbitrary shell code on your server.