; this option overrides C<$PlainTextMono>.
> 
> =cut
> 
> Set($PlainTextPre, 0);
> 
> 
> =item C<$PlainTextMono>
> 
> Set C<$PlainTextMono> to 1 to use monospaced font and preserve
> formatting; unlike C<$PlainTextPre>, the text will wrap to fit width
> of the browser window.
> 
> =cut
> 
> Set($PlainTextMono, 0);
> 
> =item C<$SuppressInlineTextFiles>
> 
> If C<$SuppressInlineTextFiles> is set to 1, then uploaded text files
> (text-type attachments with file names) are prevented from being
> displayed in-line when viewing a ticket's history.
> 
> =cut
> 
> Set($SuppressInlineTextFiles, undef);
> 
> 
> =item C<@Active_MakeClicky>
> 
> MakeClicky detects various formats of data in headers and email
> messages, and extends them with supporting links.  By default, RT
> provides two formats:
> 
> * 'httpurl': detects http:// and https:// URLs and adds '[Open URL]'
>   link after the URL.
> 
> * 'httpurl_overwrite': also detects URLs as 'httpurl' format, but
>   replaces the URL with a link and *adds spaces* into the text if it
>   is longer then 30 characters. This allows the browser to wrap long
>   URLs and avoid horizontal scrolling.
> 
> See F for documentation on how to add
> your own styles of link detection.
> 
> =cut
> 
> Set(@Active_MakeClicky, qw());
> 
> =back
> 
> 
> 
> =head1 Application logic
> 
> =over 4
> 
> =item C<$ParseNewMessageForTicketCcs>
> 
> If C<$ParseNewMessageForTicketCcs> is set to 1, RT will attempt to
> divine Ticket 'Cc' watchers from the To and Cc lines of incoming
> messages.  Be forewarned that if you have I addresses which forward
> mail to RT automatically and you enable this option without modifying
> C<$RTAddressRegexp> below, you will get yourself into a heap of trouble.
> 
> =cut
> 
> Set($ParseNewMessageForTicketCcs, undef);
> 
> =item C<$UseTransactionBatch>
> 
> Set C<$UseTransactionBatch> to 1 to execute transactions in batches,
> such that a resolve and comment (for example) would happen
> simultaneously, instead of as two transactions, unaware of each
> others' existence.
> 
> =cut
> 
> Set($UseTransactionBatch, 1);
> 
> =item C<$StrictLinkACL>
> 
> When this feature is enabled a user needs I rights on
> both tickets to link them together; otherwise, I rights
> on either of them is sufficient.
> 
> =cut
> 
> Set($StrictLinkACL, 1);
> 
> =item C<$RedistributeAutoGeneratedMessages>
> 
> Should RT redistribute correspondence that it identifies as machine
> generated?  A 1 will do so; setting this to 0 will cause no
> such messages to be redistributed.  You can also use 'privileged' (the
> default), which will redistribute only to privileged users. This helps
> to protect against malformed bounces and loops caused by auto-created
> requestors with bogus addresses.
> 
> =cut
> 
> Set($RedistributeAutoGeneratedMessages, "privileged");
> 
> =item C<$ApprovalRejectionNotes>
> 
> Should rejection notes from approvals be sent to the requestors?
> 
> =back
> 
> =cut
> 
> Set($ApprovalRejectionNotes, 1);
> 
> =head1 Extra security
> 
> =over 4
> 
> This is a list of extra security measures to enable that help keep your RT
> safe.  If you don't know what these mean, you should almost certainly leave the
> defaults alone.
> 
> =item C<$DisallowExecuteCode>
> 
> If set to a true value, the C right will be removed from
> all users, B the superuser.  This is intended for when RT is
> installed into a shared environment where even the superuser should not
> be allowed to run arbitrary Perl code on the server via scrips.
> 
> =cut
> 
> Set($DisallowExecuteCode, 0);
> 
> =item C<$Framebusting>
> 
> If set to a false value, framekiller javascript will be disabled and the
> X-Frame-Options: DENY header will be suppressed from all responses.
> This disables RT's clickjacking protection.
> 
> =cut
> 
> Set($Framebusting, 1);
> 
> =back
> 
> =head1 Authorization and user configuration
> 
> =over 4
> 
> =item C<$WebExternalAuth>
> 
> If C<$WebExternalAuth> is defined, RT will defer to the environment's
> REMOTE_USER variable.
> 
> =cut
> 
> Set($WebExternalAuth, undef);
> 
> =item C<$WebExternalAuthContinuous>
> 
> If C<$WebExternalAuthContinuous> is defined, RT will check for the
> REMOTE_USER on each access.  If you would prefer this to only happen
> once (at initial login) set this to a false value.  The default
> setting will help ensure that if your external authentication system
> deauthenticates a user, RT notices as soon as possible.
> 
> =cut
> 
> Set($WebExternalAuthContinuous, 1);
> 
> =item C<$WebFallbackToInternalAuth>
> 
> If C<$WebFallbackToInternalAuth> is defined, the user is allowed a
> chance of fallback to the login screen, even if REMOTE_USER failed.
> 
> =cut
> 
> Set($WebFallbackToInternalAuth, undef);
> 
> =item C<$WebExternalGecos>
> 
> C<$WebExternalGecos> means to match 'gecos' field as the user
> identity); useful with mod_auth_pwcheck and IIS Integrated Windows
> logon.
> 
> =cut
> 
> Set($WebExternalGecos, undef);
> 
> =item C<$WebExternalAuto>
> 
> C<$WebExternalAuto> will create users under the same name as
> REMOTE_USER upon login, if it's missing in the Users table.
> 
> =cut
> 
> Set($WebExternalAuto, undef);
> 
> =item C<$AutoCreate>
> 
> If C<$WebExternalAuto> is set to 1, C<$AutoCreate> will be passed to
> User's Create method.  Use it to set defaults, such as creating
> Unprivileged users with C<{ Privileged => 0 }> This must be a hashref.
> 
> =cut
> 
> Set($AutoCreate, undef);
> 
> =item C<$WebSessionClass>
> 
> C<$WebSessionClass> is the class you wish to use for managing
> Sessions.  It defaults to use your SQL database, but if you are using
> MySQL 3.x and plans to use non-ascii Queue names, uncomment and add
> this line to F to prevent session corruption.
> 
> =cut
> 
> # Set($WebSessionClass, "Apache::Session::File");
> 
> =item C<$AutoLogoff>
> 
> By default, RT's user sessions persist until a user closes his or her
> browser. With the C<$AutoLogoff> option you can setup session lifetime
> in minutes. A user will be logged out if he or she doesn't send any
> requests to RT for the defined time.
> 
> =cut
> 
> Set($AutoLogoff, 0);
> 
> =item C<$LogoutRefresh>
> 
> The number of seconds to wait after logout before sending the user to
> the login page. By default, 1 second, though you may want to increase
> this if you display additional information on the logout page.
> 
> =cut
> 
> Set($LogoutRefresh, 1);
> 
> =item C<$WebSecureCookies>
> 
> By default, RT's session cookie isn't marked as "secure". Some web
> browsers will treat secure cookies more carefully than non-secure
> ones, being careful not to write them to disk, only sending them over
> an SSL secured connection, and so on. To enable this behavior, set
> C<$WebSecureCookies> to 1.  NOTE: You probably don't want to turn this
> on I users are only connecting via SSL encrypted HTTPS
> connections.
> 
> =cut
> 
> Set($WebSecureCookies, 0);
> 
> =item C<$MinimumPasswordLength>
> 
> C<$MinimumPasswordLength> defines the minimum length for user
> passwords. Setting it to 0 disables this check.
> 
> =cut
> 
> Set($MinimumPasswordLength, 5);
> 
> =back
> 
> 
> =head1 Internationalization
> 
> =over 4
> 
> =item C<@LexiconLanguages>
> 
> An array that contains languages supported by RT's
> internationalization interface.  Defaults to all *.po lexicons;
> setting it to C will make RT bilingual instead of
> multilingual, but will save some memory.
> 
> =cut
> 
> Set(@LexiconLanguages, qw(*));
> 
> =item C<@EmailInputEncodings>
> 
> An array that contains default encodings used to guess which charset
> an attachment uses, if it does not specify one explicitly.  All
> options must be recognized by L.  The first element may
> also be '*', which enables encoding detection using
> L, if installed.
> 
> =cut
> 
> Set(@EmailInputEncodings, qw(utf-8 iso-8859-1 us-ascii));
> 
> =item C<$EmailOutputEncoding>
> 
> The charset for localized email.  Must be recognized by Encode.
> 
> =cut
> 
> Set($EmailOutputEncoding, "utf-8");
> 
> =back
> 
> 
> 
> 
> 
> 
> 
> =head1 Date and time handling
> 
> =over 4
> 
> =item C<$DateTimeFormat>
> 
> You can choose date and time format.  See the "Output formatters"
> section in perldoc F for more options.  This option
> can be overridden by users in their preferences.
> 
> Some examples:
> 
> C
> C "ISO", Seconds => 0 });>
> C
> C "RFC2822", Seconds => 0, DayOfWeek => 0 });>
> 
> =cut
> 
> Set($DateTimeFormat, "DefaultFormat");
> 
> # Next two options are for Time::ParseDate
> 
> =item C<$DateDayBeforeMonth>
> 
> Set this to 1 if your local date convention looks like "dd/mm/yy"
> instead of "mm/dd/yy". Used only for parsing, not for displaying
> dates.
> 
> =cut
> 
> Set($DateDayBeforeMonth, 1);
> 
> =item C<$AmbiguousDayInPast>, C<$AmbiguousDayInFuture>
> 
> Should an unspecified day or year in a date refer to a future or a
> past value? For example, should a date of "Tuesday" default to mean
> the date for next Tuesday or last Tuesday? Should the date "March 1"
> default to the date for next March or last March?
> 
> Set C<$AmbiguousDayInPast> for the last date, or
> C<$AmbiguousDayInFuture> for the next date; the default is usually
> correct.  If both are set, C<$AmbiguousDayInPast> takes precedence.
> 
> =cut
> 
> Set($AmbiguousDayInPast, 0);
> Set($AmbiguousDayInFuture, 0);
> 
> =item C<$DefaultTimeUnitsToHours>
> 
> Use this to set the default units for time entry to hours instead of
> minutes.  Note that this only effects entry, not display.
> 
> =cut
> 
> Set($DefaultTimeUnitsToHours, 0);
> 
> =back
> 
> 
> 
> 
> =head1 GnuPG integration
> 
> A full description of the (somewhat extensive) GnuPG integration can
> be found by running the command `perldoc L` (or
> `perldoc lib/RT/Crypt/GnuPG.pm` from your RT install directory).
> 
> =over 4
> 
> =item C<%GnuPG>
> 
> Set C to 'inline' to use inline encryption and
> signatures instead of 'RFC' (GPG/MIME: RFC3156 and RFC1847) format.
> 
> If you want to allow people to encrypt attachments inside the DB then
> set C to 1.
> 
> Set C to false if you don't want to reject
> emails encrypted for key RT doesn't have and can not decrypt.
> 
> Set C to false if you don't want to reject letters
> with incorrect GnuPG data.
> 
> =cut
> 
> Set(%GnuPG,
>     Enable => 1,
>     OutgoingMessagesFormat => "RFC", # Inline
>     AllowEncryptDataInDB   => 0,
> 
>     RejectOnMissingPrivateKey => 1,
>     RejectOnBadData           => 1,
> );
> 
> =item C<%GnuPGOptions>
> 
> Options to pass to the GnuPG program.
> 
> If you override this in your RT_SiteConfig, you should be sure to
> include a homedir setting.
> 
> Note that options with '-' character MUST be quoted.
> 
> =cut
> 
> Set(%GnuPGOptions,
>     homedir => q{var/data/gpg},
> 
> # URL of a keyserver
> #    keyserver => 'hkp://subkeys.pgp.net',
> 
> # enables the automatic retrieving of keys when encrypting
> #    'auto-key-locate' => 'keyserver',
> 
> # enables the automatic retrieving of keys when verifying signatures
> #    'auto-key-retrieve' => undef,
> );
> 
> =back
> 
> 
> 
> =head1 Lifecycles
> 
> =head2 Lifecycle definitions
> 
> Each lifecycle is a list of possible statuses split into three logic
> sets: B, B and B. Each status in a
> lifecycle must be unique. (Statuses may not be repeated across sets.)
> Each set may have any number of statuses.
> 
> For example:
> 
>     default => {
>         initial  => ['new'],
>         active   => ['open', 'stalled'],
>         inactive => ['resolved', 'rejected', 'deleted'],
>         ...
>     },
> 
> Status names can be from 1 to 64 ASCII characters.  Statuses are
> localized using RT's standard internationalization and localization
> system.
> 
> =over 4
> 
> =item initial
> 
> You can define multiple B statuses for tickets in a given
> lifecycle.
> 
> RT will automatically set its B date when you change a
> ticket's status from an B state to an B or
> B status.
> 
> =item active
> 
> B tickets are "currently in play" - they're things that are
> being worked on and not yet complete.
> 
> =item inactive
> 
> B tickets are typically in their "final resting state".
> 
> While you're free to implement a workflow that ignores that
> description, typically once a ticket enters an inactive state, it will
> never again enter an active state.
> 
> RT will automatically set the B date when a ticket's status
> is changed from an B or B status to an B
> status.
> 
> B is still a special status and protected by the
> B right, unless you re-defined rights (read below). If
> you don't want to allow ticket deletion at any time simply don't
> include it in your lifecycle.
> 
> =back
> 
> Statuses in each set are ordered and listed in the UI in the defined
> order.
> 
> Changes between statuses are constrained by transition rules, as
> described below.
> 
> =head2 Default values
> 
> In some cases a default value is used to display in UI or in API when
> value is not provided. You can configure defaults using the following
> syntax:
> 
>     default => {
>         ...
>         defaults => {
>             on_create => 'new',
>             on_resolve => 'resolved',
>             ...
>         },
>     },
> 
> The following defaults are used.
> 
> =over 4
> 
> =item on_create
> 
> If you (or your code) doesn't specify a status when creating a ticket,
> RT will use the this status. See also L ticket creation>.
> 
> =item on_merge
> 
> When tickets are merged, the status of the ticket that was merged
> away is forced to this value.  It should be one of inactive statuses;
> 'resolved' or its equivalent is most probably the best candidate.
> 
> =item approved
> 
> When an approval is accepted, the status of depending tickets will
> be changed to this value.
> 
> =item denied
> 
> When an approval is denied, the status of depending tickets will
> be changed to this value.
> 
> =back
> 
> =head2 Transitions between statuses and UI actions
> 
> A B is a change of status from A to B. You should define
> all possible transitions in each lifecycle using the following format:
> 
>     default => {
>         ...
>         transitions => {
>             ''       => [qw(new open resolved)],
>             new      => [qw(open resolved rejected deleted)],
>             open     => [qw(stalled resolved rejected deleted)],
>             stalled  => [qw(open)],
>             resolved => [qw(open)],
>             rejected => [qw(open)],
>             deleted  => [qw(open)],
>         },
>         ...
>     },
> 
> =head3 Statuses available during ticket creation
> 
> By default users can create tickets with any status, except
> deleted. If you want to restrict statuses available during creation
> then describe transition from '' (empty string), like in the example
> above.
> 
> =head3 Protecting status changes with rights
> 
> A transition or group of transitions can be protected by a specific
> right.  Additionally, you can name new right names, which will be added
> to the system to control that transition.  For example, if you wished to
> create a lesser right than ModifyTicket for rejecting tickets, you could
> write:
> 
>     default => {
>         ...
>         rights => {
>             '* -> deleted'  => 'DeleteTicket',
>             '* -> rejected' => 'RejectTicket',
>             '* -> *'        => 'ModifyTicket',
>         },
>         ...
>     },
> 
> This would create a new C right in the system which you
> could assign to whatever groups you choose.
> 
> On the left hand side you can have the following variants:
> 
>     ' -> '
>     '* -> '
>     ' -> *'
>     '* -> *'
> 
> Valid transitions are listed in order of priority. If a user attempts
> to change a ticket's status from B to B then the lifecycle
> is checked for presence of an exact match, then for 'any to B',
> 'B to any' and finally 'any to any'.
> 
> If you don't define any rights, or there is no match for a transition,
> RT will use the B or B as appropriate.
> 
> =head3 Labeling and defining actions
> 
> For each transition you can define an action that will be shown in the
> UI; each action annotated with a label and an update type.
> 
> Each action may provide a default update type, which can be
> B, B, or absent. For example, you may want your
> staff to write a reply to the end user when they change status from
> B to B, and thus set the update to B.  Neither
> B nor B are mandatory, and user may leave the
> message empty, regardless of the update type.
> 
> This configuration can be used to accomplish what
> $ResolveDefaultUpdateType was used for in RT 3.8.
> 
> Use the following format to define labels and actions of transitions:
> 
>     default => {
>         ...
>         actions => [
>             'new -> open'     => { label => 'Open it', update => 'Respond' },
>             'new -> resolved' => { label => 'Resolve', update => 'Comment' },
>             'new -> rejected' => { label => 'Reject',  update => 'Respond' },
>             'new -> deleted'  => { label => 'Delete' },
> 
>             'open -> stalled'  => { label => 'Stall',   update => 'Comment' },
>             'open -> resolved' => { label => 'Resolve', update => 'Comment' },
>             'open -> rejected' => { label => 'Reject',  update => 'Respond' },
> 
>             'stalled -> open'  => { label => 'Open it' },
>             'resolved -> open' => { label => 'Re-open', update => 'Comment' },
>             'rejected -> open' => { label => 'Re-open', update => 'Comment' },
>             'deleted -> open'  => { label => 'Undelete' },
>         ],
>         ...
>     },
> 
> In addition, you may define multiple actions for the same transition.
> Alternately, you may use '* -> x' to match more than one transition.
> For example:
> 
>     default => {
>         ...
>         actions => [
>             ...
>             'new -> rejected' => { label => 'Reject', update => 'Respond' },
>             'new -> rejected' => { label => 'Quick Reject' },
>             ...
>             '* -> deleted' => { label => 'Delete' },
>             ...
>         ],
>         ...
>     },
> 
> =head2 Moving tickets between queues with different lifecycles
> 
> Unless there is an explicit mapping between statuses in two different
> lifecycles, you can not move tickets between queues with these
> lifecycles.  Such a mapping is defined as follows:
> 
>     __maps__ => {
>         'from lifecycle -> to lifecycle' => {
>             'status in left lifecycle' => 'status in right lifecycle',
>             ...
>         },
>         ...
>     },
> 
> =cut
> 
> Set(%Lifecycles,
>     default => {
>         initial         => [ 'new' ],
>         active          => [ 'open', 'stalled' ],
>         inactive        => [ 'resolved', 'rejected', 'deleted' ],
> 
>         defaults => {
>             on_create => 'new',
>             on_merge  => 'resolved',
>             approved  => 'open',
>             denied    => 'rejected',
>         },
> 
>         transitions => {
>             ''       => [qw(new open resolved)],
> 
>             # from   => [ to list ],
>             new      => [qw(open stalled resolved rejected deleted)],
>             open     => [qw(new stalled resolved rejected deleted)],
>             stalled  => [qw(new open rejected resolved deleted)],
>             resolved => [qw(new open stalled rejected deleted)],
>             rejected => [qw(new open stalled resolved deleted)],
>             deleted  => [qw(new open stalled rejected resolved)],
>         },
>         rights => {
>             '* -> deleted'  => 'DeleteTicket',
>             '* -> *'        => 'ModifyTicket',
>         },
>         actions => [
>             'new -> open'      => {
>                 label  => 'Open It', # loc
>                 update => 'Respond',
>             },
>             'new -> resolved'  => {
>                 label  => 'Resolve', # loc
>                 update => 'Comment',
>             },
>             'new -> rejected'  => {
>                 label  => 'Reject', # loc
>                 update => 'Respond',
>             },
>             'new -> deleted'   => {
>                 label  => 'Delete', # loc
>             },
> 
>             'open -> stalled'  => {
>                 label  => 'Stall', # loc
>                 update => 'Comment',
>             },
>             'open -> resolved' => {
>                 label  => 'Resolve', # loc
>                 update => 'Comment',
>             },
>             'open -> rejected' => {
>                 label  => 'Reject', # loc
>                 update => 'Respond',
>             },
> 
>             'stalled -> open'  => {
>                 label  => 'Open It', # loc
>             },
>             'resolved -> open' => {
>                 label  => 'Re-open', # loc
>                 update => 'Comment',
>             },
>             'rejected -> open' => {
>                 label  => 'Re-open', # loc
>                 update => 'Comment',
>             },
>             'deleted -> open'  => {
>                 label  => 'Undelete', # loc
>             },
>         ],
>     },
> # don't change lifecyle of the approvals, they are not capable to deal with
> # custom statuses
>     approvals => {
>         initial         => [ 'new' ],
>         active          => [ 'open', 'stalled' ],
>         inactive        => [ 'resolved', 'rejected', 'deleted' ],
> 
>         defaults => {
>             on_create => 'new',
>             on_merge => 'resolved',
>         },
> 
>         transitions => {
>             ''       => [qw(new open resolved)],
> 
>             # from   => [ to list ],
>             new      => [qw(open stalled resolved rejected deleted)],
>             open     => [qw(new stalled resolved rejected deleted)],
>             stalled  => [qw(new open rejected resolved deleted)],
>             resolved => [qw(new open stalled rejected deleted)],
>             rejected => [qw(new open stalled resolved deleted)],
>             deleted  => [qw(new open stalled rejected resolved)],
>         },
>         rights => {
>             '* -> deleted'  => 'DeleteTicket',
>             '* -> rejected' => 'ModifyTicket',
>             '* -> *'        => 'ModifyTicket',
>         },
>         actions => [
>             'new -> open'      => {
>                 label  => 'Open It', # loc
>                 update => 'Respond',
>             },
>             'new -> resolved'  => {
>                 label  => 'Resolve', # loc
>                 update => 'Comment',
>             },
>             'new -> rejected'  => {
>                 label  => 'Reject', # loc
>                 update => 'Respond',
>             },
>             'new -> deleted'   => {
>                 label  => 'Delete', # loc
>             },
> 
>             'open -> stalled'  => {
>                 label  => 'Stall', # loc
>                 update => 'Comment',
>             },
>             'open -> resolved' => {
>                 label  => 'Resolve', # loc
>                 update => 'Comment',
>             },
>             'open -> rejected' => {
>                 label  => 'Reject', # loc
>                 update => 'Respond',
>             },
> 
>             'stalled -> open'  => {
>                 label  => 'Open It', # loc
>             },
>             'resolved -> open' => {
>                 label  => 'Re-open', # loc
>                 update => 'Comment',
>             },
>             'rejected -> open' => {
>                 label  => 'Re-open', # loc
>                 update => 'Comment',
>             },
>             'deleted -> open'  => {
>                 label  => 'Undelete', # loc
>             },
>         ],
>     },
> );
> 
> 
> 
> 
> 
> =head1 Administrative interface
> 
> =over 4
> 
> =item C<$ShowRTPortal>
> 
> RT can show administrators a feed of recent RT releases and other
> related announcements and information from Best Practical on the top
> level Configuration page.  This feature helps you stay up to date on
> RT security announcements and version updates.
> 
> RT provides this feature using an "iframe" on C
> which asks the administrator's browser to show an inline page from
> Best Practical's website.
> 
> If you'd rather not make this feature available to your
> administrators, set C<$ShowRTPortal> to a false value.
> 
> =cut
> 
> Set($ShowRTPortal, 1);
> 
> =item C<%AdminSearchResultFormat>
> 
> In the admin interface, format strings similar to tickets result
> formats are used. Use C<%AdminSearchResultFormat> to define the format
> strings used in the admin interface on a per-RT-class basis.
> 
> =cut
> 
> Set(%AdminSearchResultFormat,
>     Queues =>
>         q{'__id__/TITLE:#'}
>         .q{,'__Name__/TITLE:Name'}
>         .q{,__Description__,__Address__,__Priority__,__DefaultDueIn__,__Disabled__},
> 
>     Groups =>
>         q{'__id__/TITLE:#'}
>         .q{,'__Name__/TITLE:Name'}
>         .q{,'__Description__'},
> 
>     Users =>
>         q{'__id__/TITLE:#'}
>         .q{,'__Name__/TITLE:Name'}
>         .q{,__RealName__, __EmailAddress__},
> 
>     CustomFields =>
>         q{'__id__/TITLE:#'}
>         .q{,'__Name__/TITLE:Name'}
>         .q{,__AppliedTo__, __FriendlyType__, __FriendlyPattern__},
> 
>     Scrips =>
>         q{'__id__/TITLE:#'}
>         .q{,'__Description__/TITLE:Description'}
>         .q{,__Stage__, __Condition__, __Action__, __Template__},
> 
>     Templates =>
>         q{'__id__/TITLE:#'}
>         .q{,'__Name__/TITLE:Name'}
>         .q{,'__Description__'},
>     Classes =>
>         q{ '__id__/TITLE:#'}
>         .q{,'__Name__/TITLE:Name'}
>         .q{,__Description__},
> );
> 
> =back
> 
> 
> 
> 
> =head1 Development options
> 
> =over 4
> 
> =item C<$DevelMode>
> 
> RT comes with a "Development mode" setting.  This setting, as a
> convenience for developers, turns on several of development options
> that you most likely don't want in production:
> 
> =over 4
> 
> =item *
> 
> Uses L to reload changed Perl modules on each
> request.
> 
> =item *
> 
> Turns off Mason's C directive; this causes Mason to
> reload template files which have been modified on disk.
> 
> =item *
> 
> Turns on Mason's HTML C; this renders compilation errors
> to the browser, along with a full stack trace.  It is possible for
> stack traces to reveal sensitive information such as passwords or
> ticket content.
> 
> =item *
> 
> Turns off caching of callbacks; this enables additional callbacks to
> be added while the server is running.
> 
> =back
> 
> =cut
> 
> Set($DevelMode, "0");
> 
> 
> =item C<$RecordBaseClass>
> 
> What abstract base class should RT use for its records. You should
> probably never change this.
> 
> Valid values are C or
> C
> 
> =cut
> 
> Set($RecordBaseClass, "DBIx::SearchBuilder::Record::Cachable");
> 
> 
> =item C<@MasonParameters>
> 
> C<@MasonParameters> is the list of parameters for the constructor of
> HTML::Mason's Apache or CGI Handler.  This is normally only useful for
> debugging, e.g. profiling individual components with:
> 
>     use MasonX::Profiler; # available on CPAN
>     Set(@MasonParameters, (preamble => 'my $p = MasonX::Profiler->new($m, $r);'));
> 
> =cut
> 
> Set(@MasonParameters, ());
> 
> =item C<$StatementLog>
> 
> RT has rudimentary SQL statement logging support; simply set
> C<$StatementLog> to be the level that you wish SQL statements to be
> logged at.
> 
> Enabling this option will also expose the SQL Queries page in the
> Configuration -> Tools menu for SuperUsers.
> 
> =cut
> 
> Set($StatementLog, undef);
> 
> =back
> 
> 
> 
> 
> =head1 Deprecated options
> 
> =over 4
> 
> =item C<$LinkTransactionsRun1Scrip>
> 
> RT-3.4 backward compatibility setting. Add/Delete Link used to record
> one transaction and run one scrip. Set this value to 1 if you want
> only one of the link transactions to have scrips run.
> 
> =cut
> 
> Set($LinkTransactionsRun1Scrip, 0);
> 
> # The order in which the services defined in ExternalSettings
> # should be used to authenticate users. User is authenticated
> # if successfully confirmed by any service - no more services
> # are checked.
> Set($ExternalAuthPriority,  [   'My_LDAP',
>                                 'My_MySQL',
>                                 'My_SSO_Cookie'
>                             ]
> );
> 
> # The order in which the services defined in ExternalSettings
> # should be used to get information about users. This includes
> # RealName, Tel numbers etc, but also whether or not the user
> # should be considered disabled. 
> #
> # Once user info is found, no more services are checked.
> #
> # You CANNOT use a SSO cookie for authentication.
> Set($ExternalInfoPriority,  [   'My_MySQL',
>                                 'My_LDAP'
>                             ]
> );
> 
> # If this is set to true, then the relevant packages will
> # be loaded to use SSL/TLS connections. At the moment,
> # this just means "use Net::SSLeay;"
> Set($ExternalServiceUsesSSLorTLS,    0);
> 
> # If this is set to 1, then users should be autocreated by RT
> # as internal users if they fail to authenticate from an
> # external service.
> Set($AutoCreateNonExternalUsers,    1);
> 
> # These are the full settings for each external service as a HashOfHashes
> # Note that you may have as many external services as you wish. They will
> # be checked in the order specified in the Priority directives above.
> # e.g. 
> #   Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']);
> #
> Set($ExternalSettings,      {   
>                                 # AN EXAMPLE LDAP SERVICE
>                                 'My_LDAP'       =>  {   ## GENERIC SECTION
>                                                         # The type of service (db/ldap/cookie) 
>                                                         'type'                      =>  'ldap',
>                                                         # The server hosting the service
>                                                         'server'                    =>  'ldap01.example.com',
>                                                         ## SERVICE-SPECIFIC SECTION
>                                                         # If you can bind to your LDAP server anonymously you should 
>                                                         # remove the user and pass config lines, otherwise specify them here:
>                                                         # 
>                                                         # The username RT should use to connect to the LDAP server 
>                                                         #'user'                      =>  'uid=Dunphy,ou=People,cn=mlbam,cn=com',
>                                                         # The password RT should use to connect to the LDAP server
>                                                         #'pass'                    =>  'secret',
>                                                         #
>                                                         # The LDAP search base
>                                                         'base'                      =>  'ou=People,dc=example,dc=com',
>                                                         #
>                                                         # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
>                                                         # YOU **MUST** SPECIFY A filter AND A d_filter!!
>                                                         #
>                                                         # The filter to use to match RT-Users
>                                                         'filter'                    =>  '(objectclass=*)',
>                                                         # A catch-all example filter: '(objectClass=*)'
>                                                         #
>                                                         # The filter that will only match disabled users
>                                                         'd_filter'                  =>  '(objectClass=FooBarBaz)',
>                                                         # A catch-none example d_filter: '(objectClass=FooBarBaz)'
>                                                         #
>                                                         # Should we try to use TLS to encrypt connections?
>                                                         'tls'                       =>  0,
>                                                         # SSL Version to provide to Net::SSLeay *if* using SSL
>                                                         #'ssl_version'               =>  2,
>                                                         # What other args should I pass to Net::LDAP->new($host, at args)?
>                                                         'net_ldap_args'             => [    version =>  3   ],
>                                                         # Does authentication depend on group membership? What group name?
>                                                         #'group'                     =>  'RTUsers',
>                                                         # What is the attribute for the group object that determines membership?
>                                                         #'group_attr'                =>  'cn',
>                                                         ## RT ATTRIBUTE MATCHING SECTION
>                                                         # The list of RT attributes that uniquely identify a user
> 							# This example shows what you *can* specify.. I recommend reducing this
>                                                         # to just the Name and EmailAddress to save encountering problems later.
>                                                         'attr_match_list'           => [    'Name',
>                                                                                             'EmailAddress', 
>                                                                                         ],
>                                                         # The mapping of RT attributes on to LDAP attributes
>                                                         'attr_map'                  =>  {   'Name' => 'uid',
>                                                                                             'EmailAddress' => 'mail',
>                                                                                         }
>                                                     },
>                                 # An example SSO cookie service
>                                 'My_SSO_Cookie'  => {   # # The type of service (db/ldap/cookie)
>                                                         'type'                      =>  'cookie',
>                                                         # The name of the cookie to be used
>                                                         'name'                      =>  'loginCookieValue',
>                                                         # The users table
>                                                         'u_table'                   =>  'users',
>                                                         # The username field in the users table
>                                                         'u_field'                   =>  'username',
>                                                         # The field in the users table that uniquely identifies a user
>                                                         # and also exists in the cookies table
>                                                         'u_match_key'               =>  'userID',
>                                                         # The cookies table
>                                                         'c_table'                   =>  'login_cookie',
>                                                         # The field that stores cookie values
>                                                         'c_field'                   =>  'loginCookieValue',
>                                                         # The field in the cookies table that uniquely identifies a user
>                                                         # and also exists in the users table
>                                                         'c_match_key'               =>  'loginCookieUserID',
>                                                         # The DB service in this configuration to use to lookup the cookie information
>                                                         'db_service_name'           =>  'My_MySQL'
>                                                     }
>                                 }
> );
> 
> 1;
> 
> 
> Set($LogToFile,      'debug');
> Set($LogToFileNamed, 'rt.log');
> Set($LogDir,         '/usr/local/rt4/var/log');
> 
> 1;
> 
> 
> 
> ---------
> 
> 
> thank you very much for any advice you may have!
> 
> tim
> 
> 
> 
>  
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
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From falcone at bestpractical.com  Wed Feb  1 14:05:35 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 1 Feb 2012 14:05:35 -0500
Subject: [rt-users] Two questions
In-Reply-To: 
References: 
	<20120131173512.GX95897@jibsheet.com>

Message-ID: <20120201190535.GA95897@jibsheet.com>

On Tue, Jan 31, 2012 at 12:54:04PM -0500, Josh Narins wrote:
> > On Tue, Jan 31, 2012 at 09:28:00AM -0500, Josh Narins wrote:
> > >    I got partway along writing a Mail Plugin for RT3.8, but,
> > somewhere along the way, I lost it.
> > >
> > >    Can anyone point me to any documentation on them? My goal is to
> > remove the endlessly
> > >    duplicating newlines of the quoted text on each reply to our
> > tickets and to remove the
> > >    signatures.
> >
> > There is actually code in 3.8.10 or later to work around Outlook's
> > bugs with newlines.
> 
> I'm running 4.0.2 and still have the problem.

Please followup with some sample data to rt-bugs?  Thanks

-kevin
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From falcone at bestpractical.com  Wed Feb  1 14:11:21 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 1 Feb 2012 14:11:21 -0500
Subject: [rt-users] Unknown encoding in rt-mailgate
In-Reply-To: <1328078549.1969.182.camel@rmwysocki>
References: <1328006542.1969.180.camel@rmwysocki>

	<1328078549.1969.182.camel@rmwysocki>
Message-ID: <20120201191121.GB95897@jibsheet.com>

On Wed, Feb 01, 2012 at 07:42:29AM +0100, Robert Wysocki wrote:
> Dnia 2012-01-31, wto o godzinie 21:43 +0400, Ruslan Zakirov pisze:
> > 
> > Was it a mistake in encoding or just unsupported one? Anyway, it
> > should be reported as a bug report with more details about what was in
> > headers and what is actual encoding of the mail.
> 
> The actual encoding was iso-8859-2 and the declared one was iso-8852-2.
> I think it was i typo.

I think your options come down to:

running sed over your mail queue
temporary hack in RT::I18N::_CanonicalizeCharset
use Encode::Alias in the right place to 
    define_alias( "newName" => ENCODING)

-kevin
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From falcone at bestpractical.com  Wed Feb  1 14:16:08 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 1 Feb 2012 14:16:08 -0500
Subject: [rt-users] Full text search problem on sphinx v4.0.4
In-Reply-To: <20120201.133230.262170999.tooru@kk.iij4u.or.jp>
References: <20120201.133230.262170999.tooru@kk.iij4u.or.jp>
Message-ID: <20120201191608.GA5178@jibsheet.com>

On Wed, Feb 01, 2012 at 01:32:30PM +0900, Toru wrote:
> I am testing rt v4.0.4 with mysql(compiled with sphinx capability) and having 
> some trouble in full text searching. 
> 
> Here are some sample search queries from rt.
> 
> 
> - Case1: full text search ok with returning right results.
> 
> ------------------------------------------------------------------------------
> ( Content LIKE 'aaaa' ) AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' )
> 
> ( Content LIKE 'aaaa' OR  Content LIKE 'bbbb') AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' )
> ------------------------------------------------------------------------------
> 
> - Case2: full text search  "not" ok returning no results and  rt seems  not sending any search query through sphinx.(no result log in sphinx's query.log)
> 
> ------------------------------------------------------------------------------
> ( Content LIKE 'aaaa' AND Content LIKE 'bbbb' ) AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' )
> ------------------------------------------------------------------------------
> 
> 
> I checked both search queries without fulltext configuration and Case1 and 2 both seems returning ok result.
> 
> 
> My v4.0.4 environment is as follow,
> 
> - rt   v4.0.4
> - perl v5.14.2
> - mysql v5.1.61
> - sphinx 2.0.3
> 
> My configurations (sphinx.conf and RT_SiteConfig.pm) are almost default setting and I haven't done any customization of rt codes.

I've bounced this into the bugtracker as
http://issues.bestpractical.com/Ticket/Display.html?id=19357
to see if we can replicate.  Thanks

-kevin
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From falcone at bestpractical.com  Wed Feb  1 14:19:28 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 1 Feb 2012 14:19:28 -0500
Subject: [rt-users] Set Subject in if/then clause
In-Reply-To: <4F294456.6070606@sgul.ac.uk>
References: <4F291C02.50006@sgul.ac.uk> <4F293944.8070700@eve-team.com>
	<4F293BA7.3020505@sgul.ac.uk> <4F293E93.80602@eve-team.com>
	<4F2942E2.5060604@eve-team.com> <4F294456.6070606@sgul.ac.uk>
Message-ID: <20120201191928.GB5178@jibsheet.com>

On Wed, Feb 01, 2012 at 01:55:34PM +0000, Giuseppe Sollazzo wrote:
>    -----BEGIN PGP SIGNED MESSAGE-----
>    Hash: SHA1
> 
>    Hi Gerard,
>    many thanks - that worked.
> 
>    I really need to refresh my Perl...
> 
>    Cheers,
>    Giuseppe
> 
>    On 01/02/12 13:49, Gerard FENELON wrote:
>    > I suspect my proposal is
>          wrong Try instead
> 
>          >
> 
>          > Subject: { if ($Ticket->QueueObj->Name eq 'Work
>          Queue') { "Helpdesk
> 
>          > Job Logged: " . $Ticket->Subject . " Output this"; }
>          elsif
> 
>          > ($Ticket->QueueObj->Name eq 'Task Queue') { "Support
>          Job Logged: "
> 
>          > . $Ticket->Subject . " Output that"; } else { "Output
>          other"; } }
> 
>          >
> 
>          > Gerard
> 

Guiseppe - for reference, the syntax Gerard gave you came from the
fact that RT's templates are Text::Templates and you can read more
about them on CPAN:

http://search.cpan.org/dist/Text-Template/lib/Text/Template.pm

-kevin
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From ruz at bestpractical.com  Wed Feb  1 14:25:26 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 1 Feb 2012 23:25:26 +0400
Subject: [rt-users] Prepared statement already exists...
In-Reply-To: 
References: 
Message-ID: 

Hi,

>From what you have posted I suspect that problem is in DBI/DBD::Pg
modules. When you check version of the modules, double check with RT's
UI to make sure what you get in command line interface matches what RT
loads. Try downgrading DBD::Pg.

As workaround you can try to disable server side preparing of statements:

http://search.cpan.org/~turnstep/DBD-Pg-2.18.1/Pg.pm#pg_server_prepare_(integer)

On Wed, Feb 1, 2012 at 17:50, Matthias Leisi  wrote:
> Hello,
>
> I got some support debugging my "prepared statement already exists"
> issue with RT 4.0.4 on #rt, but I believe it is more efficient on the
> mailing list. I'm not fully sure whether this is an issue in RT, in
> Postgresql or DBI, or something completely different, but I'll try to
> start at RT.
>
> We recently upgraded to RT 4.0.4 (using Postgresql 8.4 as in the
> previous RT 3.8.7, see upgrade steps below). Since then, we have the
> "prepared statement already exists" error; this results in RT being
> inaccessible. We currently see no other option than to restart the DB
> server (or issue "select * from pg_terminate_backend();" as
> super-user within Postgres).
>
> The error condition pops up about once a day, after a couple of hours
> of usage. The usage is minimal (usually, only a handful of
> transactions on a single-digit tickets are executed each day). On the
> RT side, the error usually looks like
>
> | [Mon Jan 30 22:58:00 2012] [warning]: DBD::Pg::st execute failed:
> ERROR: ?prepared statement
> | ? ?"dbdpg_p27347_5" already exists at
> /usr/lib/perl5/site_perl/5.12.1/Apache/Session/Store/DBI.pm
> | ? ?line 44. (/usr/lib/perl5/site_perl/5.12.1/Apache/Session/Store/DBI.pm:44)
>
> On the Postfix side:
>
> | 2012-01-31 00:18:31 CET rt4 rt_user 4f270fbe.633d ERROR: ?prepared
> statement "dbdpg_p27347_5" already exists
>
> "27347" is always equal to the PID of the httpd parent process on the
> webserver, which obviously is used as an identifier for the prepared
> statement, together with a seemingly increasing counter.
>
> I have also seen another error messages mixed in with "already exists":
>
> | 2012-01-29 22:46:09 CET rt4 rt_user 4f25be1e.304 ERROR: ?bind
> message supplies 2 parameters,
> | ? but prepared statement "dbdpg_p27347_5" requires 1
>
> And on the Apache side:
>
> | [Sun Jan 29 21:46:09 2012] [warning]: DBD::Pg::st execute failed:
> ERROR: ?bind message supplies
> | ? 2 parameters, but prepared statement "dbdpg_p27347_5" requires 1 at
> | ? usr/lib/perl5/site_perl/5.12.1/DBIx/SearchBuilder/Handle.pm line 509.
>
> If the error condition pops up, the mail gateway is also affected
> (with the same error message).
>
> Things I tried (partially based on suggestions on #rt), unfortunately
> without success:
>
> * Upgrade DBI-related stuff (done on both machines, as non-RT stuff
> could potentially profit on both ends)
> * Upgrade Postgresql to latest supported release
> * "SetHandler perl-script" instead of "SetHandler modperl"
>
> Some setup information:
>
> The webserver / RT installation is on one physical box (together with
> other web apps), the database sits on a different physical box
> (sharing a Postgres instance with other databases). This backend
> access runs over IPv6 (if this makes a difference).
>
> * openSUSE 11.3 (x86_64) on both systems.
> * perl -MDBI -le 'print $DBI::VERSION' => 1.609 on both systems.
> * perl --version => 5.12.1 on both systems
> * psql (server, clients, lib etc) is on version 8.4.7 on both systems.
>
> RT_SiteConfig is set to "Set($WebExternalAuth , 1);"., RT4 lives in
> subdirectory /rt4, Basic Auth happens on the root directory.
> Everything runs over https. There is only a small number of users who
> access RT at all, interaction with external users happens via incoming
> and outgoing email.
>
> Upgrade steps from 3.8.7 to 4.0.4:
>
> | Backup RT3 database: postgres at db:/home/backup>
> | ? /usr/bin/pg_dump -Ft rt3 > /home/backup/psqldbs/rt3-pre-rt4-upgrade.tar
> | Create new RT4 database: postgres at db:~> createdb rt4
> | Restore RT4 DB from RT3 dump: postgres at db:~> pg_restore
> | ? ?--dbname=rt4 --verbose /home/backup/psqldbs/rt3-pre-rt4-upgrade.tar
> | wget http://download.bestpractical.com/pub/rt/release/rt-4.0.4.tar.gz
> | tar xvf rt-4.0.4.tar.gz
> | cd rt-4.0.4/
> | ./configure prefix= --enable-gpg --with-web-user=wwwrun
> | ? ?--with-web-group=www --with-db-type=Pg --with-db-host=db
> --with-db-rt-pass=
> | make testdeps and make fixdeps (repeated)
> | make upgrade
> | Add a line for rt_user access to rt4 to
> | ? ?postgres at db:/var/lib/pgsql/data/pg_hba.conf
> | make upgrade-database
> | Enter RT version you're upgrading from: 3.8.7
>
> I don't want to spam the (public) group with the output of
> Admin/Tools/Configuration.html, but I can put it somewhere if it would
> help diagnosing the issue.
>
> I'm honestly at a loss on how to identify the root cause of this. Any
> hints appreciated, and I'm more than happy to provide more
> config/setup information or perform additional tests. Since the
> problem can not be directly reproduced, but only observed over about
> 24 hours, it is difficult to judge whether a change actually improved
> things, or was irrelevant, but I'll do my best ;)
>
> Thanks,
> -- Matthias
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From falcone at bestpractical.com  Wed Feb  1 14:27:20 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 1 Feb 2012 14:27:20 -0500
Subject: [rt-users] view agent attached file/image in a reply/comment
In-Reply-To: 
References: <4F291D00.1020502@nlcom.nl>

Message-ID: <20120201192720.GC5178@jibsheet.com>

On Wed, Feb 01, 2012 at 03:49:45PM +0100, Bart wrote:
>    Add these options to your RT_SiteConfig.pm:
> 
>      # ---
>      # HTML Attachments
>      # ---

This is the config that will do what he wants
>      Set($PreferRichText, 1);

This one means that when you click Download on an HTML attachment, we
don't disable the javascript. It's important to read and understand the
docs for it. This also makes no difference to the inline history
display of RT.
>      Set($TrustHTMLAttachments, 1);

Often you need PreferRichText + MaxAllowedInline.  Rarely do you need
TrustHTMLAttachments.

-kevin

>    -- Bart
> 
>    Op 1 februari 2012 12:07 schreef Mayk Backus <[1]backus at nlcom.nl> het volgende:
> 
>      Hi list,
> 
>      I noticed that when a reply is made on a ticket by one of our agents,
>      and there's an attachement i can't view this. For example when someone
>      sends a screenshot of something, i can see the file is attached when
>      downloading the it with headers , but is there a way to view the
>      attachment (image, etc) inside RT ?
> 
>      thanx
> 
>      Greets
> 
>      Mayk Backus
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From falcone at bestpractical.com  Wed Feb  1 14:29:41 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 1 Feb 2012 14:29:41 -0500
Subject: [rt-users] RT 4 "Approvals"?
In-Reply-To: <4F296BB1.9030104@kickflop.net>
References: <4F296BB1.9030104@kickflop.net>
Message-ID: <20120201192941.GD5178@jibsheet.com>

On Wed, Feb 01, 2012 at 11:43:29AM -0500, Jeff Blaine wrote:
> Where might I find information on the per-queue
> setting for "Workflow" which has a choice called
> "Approval"
> 
> What is the idea?  Where is it explained?
> 
> How does one make use of it?
> 
> I converted a test queue to use the "Approval" workflow,
> submitted a ticket, resolved the ticket, and saw nothing
> out of the ordinary.
> 
> It's quite possible this has been around for awhile,
> but we made the jump from 3.4.4 to 4.0.4.

The Lifecycle (I'm not sure where Workflow came from) field on a Queue 
changes which statuses are available in that queue.  Changing a random
queue from default to approval doesn't turn it into an Approval queue.
That Lifecycle is only intended to be used on the ___Approvals queue
and there's a bug open to hide it from normal queues to avoid the
confusion that it causes.

-kevin
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From ruz at bestpractical.com  Wed Feb  1 14:48:32 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 1 Feb 2012 23:48:32 +0400
Subject: [rt-users] Unknown encoding in rt-mailgate
In-Reply-To: <20120201191121.GB95897@jibsheet.com>
References: <1328006542.1969.180.camel@rmwysocki>

	<1328078549.1969.182.camel@rmwysocki>
	<20120201191121.GB95897@jibsheet.com>
Message-ID: 

On Wed, Feb 1, 2012 at 23:11, Kevin Falcone  wrote:
> On Wed, Feb 01, 2012 at 07:42:29AM +0100, Robert Wysocki wrote:
>> Dnia 2012-01-31, wto o godzinie 21:43 +0400, Ruslan Zakirov pisze:
>> >
>> > Was it a mistake in encoding or just unsupported one? Anyway, it
>> > should be reported as a bug report with more details about what was in
>> > headers and what is actual encoding of the mail.
>>
>> The actual encoding was iso-8859-2 and the declared one was iso-8852-2.
>> I think it was i typo.
>
> I think your options come down to:
>
> running sed over your mail queue
> temporary hack in RT::I18N::_CanonicalizeCharset
> use Encode::Alias in the right place to
> ? ?define_alias( "newName" => ENCODING)

It's a workaround. RT may be improved:

* send error to owner of RT, I hope we already do this
* we can check encoding in email with Encode and if encode doesn't
know it then we ignore value and guess

So this deserves a bug report and I'm Bccing ticket.

> -kevin
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

-- 
Best regards, Ruslan.

From jblaine at kickflop.net  Wed Feb  1 15:39:45 2012
From: jblaine at kickflop.net (Jeff Blaine)
Date: Wed, 01 Feb 2012 15:39:45 -0500
Subject: [rt-users] RT 4 "Approvals"?
In-Reply-To: <20120201192941.GD5178@jibsheet.com>
References: <4F296BB1.9030104@kickflop.net>
	<20120201192941.GD5178@jibsheet.com>
Message-ID: <4F29A311.6040107@kickflop.net>

> The Lifecycle (I'm not sure where Workflow came from) field on a Queue
> changes which statuses are available in that queue.  Changing a random
> queue from default to approval doesn't turn it into an Approval queue.
> That Lifecycle is only intended to be used on the ___Approvals queue
> and there's a bug open to hide it from normal queues to avoid the
> confusion that it causes.

Yes, lifecycle.  I don't know where workflow came from.

Turns out I can't switch the queue's lifecycle back to
'default' now.  RT won't let me (no error, just won't
save the change).

From falcone at bestpractical.com  Wed Feb  1 15:50:59 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 1 Feb 2012 15:50:59 -0500
Subject: [rt-users] RT 4 "Approvals"?
In-Reply-To: <4F29A311.6040107@kickflop.net>
References: <4F296BB1.9030104@kickflop.net>
	<20120201192941.GD5178@jibsheet.com>
	<4F29A311.6040107@kickflop.net>
Message-ID: <20120201205059.GE5178@jibsheet.com>

On Wed, Feb 01, 2012 at 03:39:45PM -0500, Jeff Blaine wrote:
> >The Lifecycle (I'm not sure where Workflow came from) field on a Queue
> >changes which statuses are available in that queue.  Changing a random
> >queue from default to approval doesn't turn it into an Approval queue.
> >That Lifecycle is only intended to be used on the ___Approvals queue
> >and there's a bug open to hide it from normal queues to avoid the
> >confusion that it causes.
> 
> Yes, lifecycle.  I don't know where workflow came from.
> 
> Turns out I can't switch the queue's lifecycle back to
> 'default' now.  RT won't let me (no error, just won't
> save the change).

Yeah, one of the other folks here found that recently, unfortunately
the fix didn't get rolled in before 4.0.5 hit the pre-release track.

http://issues.bestpractical.com/Ticket/Display.html?id=19286

You can test out his branch, or just go fiddle in the DB.  It's a
special case of the default lifecycle.  You can switch between other
lifecycles just fine which is why it took so long to spot.

-kevin
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From van.howell at lcu.edu  Wed Feb  1 18:04:38 2012
From: van.howell at lcu.edu (Howell, Van)
Date: Wed, 1 Feb 2012 23:04:38 +0000
Subject: [rt-users] External Auth using Active Directory 2008
Message-ID: <84E70F84D007E14BBD13A402719AF27C15832CC1@SN2PRD0102MB153.prod.exchangelabs.com>

I am new to RT, Just setup a 4.0.4 server this week.
I am using CentOS 6.2 64 bit.
MySQL
Apache

I used Ken Prickett's CentOS5InstallPlus Some WIKI instructions and made the necessary mods to get things working, so to speak.

I am using the RT_SiteConfig.pm provided in the install doc. The only changes I made was to add my information.

The problem I am having is strange.
I have added several users into the RTUsers group I set up in AD.
The AD Administrator, a common Domain User called Test.Account that is located in the OU with all my other users, my personal account also located in the OU with all the other users and an alternate administrative account I use.

I can logon to RT with the AD Administrator account. I can logon to RT with the Test.Account and I can log in using my alternate account. But I cannot logon using my personal account. I also had my assistant test with her account and she cannot log on.
I have studied the problem and cannot find anything unique about the accounts that cannot logon.

Has anyone seen this problem before?

Van Howell
System Administrator
Lubbock Christian University

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From falcone at bestpractical.com  Wed Feb  1 18:32:43 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 1 Feb 2012 18:32:43 -0500
Subject: [rt-users] External Auth using Active Directory 2008
In-Reply-To: <84E70F84D007E14BBD13A402719AF27C15832CC1@SN2PRD0102MB153.prod.exchangelabs.com>
References: <84E70F84D007E14BBD13A402719AF27C15832CC1@SN2PRD0102MB153.prod.exchangelabs.com>
Message-ID: <20120201233243.GF5178@jibsheet.com>

On Wed, Feb 01, 2012 at 11:04:38PM +0000, Howell, Van wrote:
>    I have added several users into the RTUsers group I set up in AD.
> 
>    The AD Administrator, a common Domain User called Test.Account that is located in the OU with
>    all my other users, my personal account also located in the OU with all the other users and an
>    alternate administrative account I use.
> 
> 
> 
>    I can logon to RT with the AD Administrator account. I can logon to RT with the Test.Account
>    and I can log in using my alternate account. But I cannot logon using my personal account. I
>    also had my assistant test with her account and she cannot log on.
> 
>    I have studied the problem and cannot find anything unique about the accounts that cannot
>    logon.

We really need to see your configuration for RT-Authen-ExternalAuth
and your logs for the failed login, turned up to debug.

-kevin
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From lab at pacbell.net  Wed Feb  1 18:36:42 2012
From: lab at pacbell.net (20/20 Lab)
Date: Wed, 01 Feb 2012 15:36:42 -0800
Subject: [rt-users] Help installing RT4 on Ubuntu
In-Reply-To: <8CEAE66CC35259E-1B14-1DEE4@webmail-m076.sysops.aol.com>
References: <8CEAA636B3B3E9B-2444-63944@webmail-d182.sysops.aol.com><20120126214009.GL95897@jibsheet.com><8CEAD9C927D0CBE-1B14-16399@webmail-m076.sysops.aol.com><20120130202502.GU95897@jibsheet.com><8CEADB34E8A73CF-1B14-17819@webmail-m076.sysops.aol.com>
	<20120130233238.GV95897@jibsheet.com>
	<8CEAE66CC35259E-1B14-1DEE4@webmail-m076.sysops.aol.com>
Message-ID: <4F29CC8A.4080607@pacbell.net>

It looks like your running this as a dedicated server (or a virtual host 
[ie rt.place.tld]).  I run it as a page.  Its on the same server as my 
nagios install.  here is my rt section.  There are a number of 
differences, but its someplace to start trying.

I also had to add "LoadModule perl_module 
/usr/lib/apache2/modules/mod_perl.so" to my apache2.conf.  This config 
is in my apache2.conf.

             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");

Now, I dont even begin think that I understand why this works.  I had to 
try a ton of things to get the two to play nice with eachother.  I'm 
running 11.10 (I think)

It looks like your running from an elevated prompt (in case your not I'd 
start there).  If you have no data in your database yet, do a make 
dropdb and redo your make initialize-database.

Hope this helps,
Matt

On 01/31/2012 11:36 AM, Borngunners wrote:
> Okay. Now I have try to reinstall RT again and so far these are the 
> configurations I have:
>
> root at helpdesks:/var/tmp/rt-4.0.4# make initialize-database
> /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib 
> sbin/rt-setup-database --action init --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:   rt4
> User:   rtuser
> DBA:    root
> Now creating a mysql database rt4 for RT.
> Done.
> Now populating database schema.
> Done.
> Now inserting database ACLs.
> Granting access to rtuser@'localhost' on rt4.
> Done.
> Now inserting RT core system objects.
> Done.
> [Tue Jan 31 19:32:37 2012] [warning]: The ActiveStatus configuration 
> has been replaced by the new Lifecycles
> functionality. You should set the 'active' property of the 'default'
> lifecycle and add transition rules; see RT_Config.pm for 
> documentation. (/var/tmp/rt-4.0.4/sbin/../lib/RT/Config.pm:766)
> Now inserting data.
> [Tue Jan 31 19:32:37 2012] [info]: 
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: 
> SuperUser, Disabled: 0, EmailAddress: root at localhost, Gecos: root, 
> Name: root, Password: password, Privileged: 1, RealName: Enoch Root 
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
> [Tue Jan 31 19:32:37 2012] [error]: Could not set user info 
> (/var/tmp/rt-4.0.4/sbin/../lib/RT/Handle.pm:826)
> [Tue Jan 31 19:32:38 2012] [error]: Unable to load user: root : 
> Couldn't find row (/var/tmp/rt-4.0.4/sbin/../lib/RT/Handle.pm:956)
> Done inserting data.
> Done.
>
>
> Apache configuration:
> 
>   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");
> 
> 
>
>
> thanks,
>
>
> -----Original Message-----
> From: Kevin Falcone 
> To: rt-users 
> Sent: Mon, Jan 30, 2012 6:32 pm
> Subject: Re: [rt-users] Help installing RT4 on Ubuntu
>
> On Mon, Jan 30, 2012 at 05:11:54PM -0500, Borngunners wrote:
> >     Hello Falcone,
> >     I have tried the config as stated. This is the message I receive after
> starting apche:
> >     root at helpdesks:/etc/apache2# /etc/init.d/apache2 start
> >      * Starting web server
> >     apache2
> >     [Mon Jan 30 22:08:01 2012] [warning]: DBD::mysql::st execute failed: Table
> 'rt4.Users' doesn't
> >     exist at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line
> 587.
> >     (/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm:587)
>
> You don't appear to have created the RT database.
>
> When you said
>
> >   >       On Thu, Jan 26, 2012 at 12:02:28PM -0500, Borngunners wrote:
> >   >       >     I have installed RT 4 on ubuntu and have tested the web after
>
> What did you do to install RT?  It'd be great if you looked through
> the README and compared the steps to the notes about what you did.
>
> -kevin
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5&  6, 2012
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston --- March 5&  6, 2012

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From srikumarp at fb.com  Wed Feb  1 20:33:38 2012
From: srikumarp at fb.com (Srikumar Nair)
Date: Thu, 2 Feb 2012 01:33:38 +0000
Subject: [rt-users] RT-Authen-ExternalAuth plugin causes 'Can't locate
 Apache.pm in @INC' issue
In-Reply-To: 
Message-ID: 

We have a RT 4.0.4 installation running on Apache.
We have some front end PHP code that calls Perl scripts which use Perl RT APIs for RT interactions.

Recently we installed the RT-Authen-ExternalAuth plugin (version 0.09) to RT.
This creates the the following error when ever the php tries to invoke the perl scripts.
But if I remove the plugin from the RT_SiteConfig.pm file everything works fine again.

Has anyone see this issue?

Can't locate Apache.pm in @INC (@INC contains: /opt/rt4/local/lib /opt/rt4/local/plugins/RT-Site-Facebook-TicketPageMenu/lib /opt/rt4/local/plugins/RT-Site-Facebook-SetQueue/lib /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/local/plugins/RT-Extension-ArticleTemplates/lib /opt/rt4/lib /opt/rt4/share/html/fb/perl /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .) at /usr/lib/perl5/5.8.8/CGI/Cookie.pm line 38,  line 558.
Compilation failed in require at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI/Cookie.pm line 3,  line 558.
BEGIN failed--compilation aborted at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI/Cookie.pm line 3,  line 558.
Compilation failed in require at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm line 4,  line 558.
BEGIN failed--compilation aborted at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm line 4,  line 558.
Compilation failed in require at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 27,  line 558.
BEGIN failed--compilation aborted at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 27,  line 558.

Thanks a bunch.

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From bart at pleh.info  Thu Feb  2 02:31:54 2012
From: bart at pleh.info (Bart)
Date: Thu, 2 Feb 2012 08:31:54 +0100
Subject: [rt-users] RT-Authen-ExternalAuth plugin causes 'Can't locate
 Apache.pm in @INC' issue
In-Reply-To: 
References:  
Message-ID: 

Are you only getting the errors when executing the custom PHP/Perl code? Or
does this also affect RT's user interface/functionality?

-- Bart

Op 2 februari 2012 02:33 schreef Srikumar Nair  het
volgende:

>
>
>   We have a RT 4.0.4 installation running on Apache.
> We have some front end PHP code that calls Perl scripts which use Perl RT
> APIs for RT interactions.
>
>  Recently we installed the RT-Authen-ExternalAuth plugin (version 0.09)
> to RT.
> This creates the the following error when ever the php tries to invoke the
> perl scripts.
> But if I remove the plugin from the RT_SiteConfig.pm file everything works
> fine again.
>
>  Has anyone see this issue?
>
>
>  Can't locate Apache.pm in @INC (@INC contains: /opt/rt4/local/lib
> /opt/rt4/local/plugins/RT-Site-Facebook-TicketPageMenu/lib
> /opt/rt4/local/plugins/RT-Site-Facebook-SetQueue/lib
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib
> /opt/rt4/local/plugins/RT-Extension-ArticleTemplates/lib /opt/rt4/lib
> /opt/rt4/share/html/fb/perl
> /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl
> /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl
> /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .) at
> /usr/lib/perl5/5.8.8/CGI/Cookie.pm line 38,  line 558.
> Compilation failed in require at
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI/Cookie.pm
> line 3,  line 558.
> BEGIN failed--compilation aborted at
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI/Cookie.pm
> line 3,  line 558.
> Compilation failed in require at
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm
> line 4,  line 558.
> BEGIN failed--compilation aborted at
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm
> line 4,  line 558.
> Compilation failed in require at
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
> line 27,  line 558.
> BEGIN failed--compilation aborted at
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
> line 27,  line 558.
>
>  Thanks a bunch.
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012
>
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From matthias at leisi.net  Thu Feb  2 03:15:21 2012
From: matthias at leisi.net (Matthias Leisi)
Date: Thu, 2 Feb 2012 09:15:21 +0100
Subject: [rt-users] Prepared statement already exists...
In-Reply-To: 
References: 

Message-ID: 

(I just realized that I originally sent my response to Ruslan only. My bad.)

On Wed, Feb 1, 2012 at 8:25 PM, Ruslan Zakirov  wrote:

>
> From what you have posted I suspect that problem is in DBI/DBD::Pg
> modules. When you check version of the modules, double check with RT's
> UI to make sure what you get in command line interface matches what RT

Admin/Tools/Configuration.html says:

| DB ? ? 1.26
| DBD::Pg ? ? ? ?2.18.1
/usr/lib/perl5/site_perl/5.12.1/x86_64-linux-thread-multi/DBD/Pg.pm
| DBD::Sponge ? ?12.010002
/usr/lib/perl5/vendor_perl/5.12.1/x86_64-linux-thread-multi/DBD/Sponge.pm
| DBI ? ?1.609
/usr/lib/perl5/vendor_perl/5.12.1/x86_64-linux-thread-multi/DBI.pm

> loads. Try downgrading DBD::Pg.

I'm a bit uneasy about messing around with Perl modules, so I'll try
the next one first:

> As workaround you can try to disable server side preparing of statements:
>
> http://search.cpan.org/~turnstep/DBD-Pg-2.18.1/Pg.pm#pg_server_prepare_(integer)

Is there a safe way to add that option within RT? I see that
lib/RT/Handle.pm has sub Connect which get's passed %args which
supposedly is prepared in sub BuildDSN in the same file? Is there a
conceptually better alternative to this:

(in sub BuildDSN, after %args has been set):

? ?if ( $db_type eq 'Pg' ) {
? ? ? ?$args{'pg_server_prepare' = 1;
? ?}

-- Matthias

From bart at pleh.info  Thu Feb  2 03:40:32 2012
From: bart at pleh.info (Bart)
Date: Thu, 2 Feb 2012 09:40:32 +0100
Subject: [rt-users] Add queue change to Update.html (comment/reply) & CF
 Columns under Basic view
Message-ID: 

Hi,

*Change queue during comment/reply (on Update.html)*

I'm wondering of there's an easy way of adding Queue change to the
comment/reply page (Update.html).

It would be a nice addition to habe the ability to enable/disable this. We
have several departments that communicate with each other, having the
ability to change the queue when placing a comment/reply would help with
the communication (easier then placing the comment and then changing the
queue via Basics, or easier then using the Jumbo page.

The reason I'm asking is because I want to stay away from editing these
files (they break on updates ^_~), I'd like a more general solution which
will persist during updates. (same goes for the next question)

*CustomField Single column view under Basics*

Also, I've found this plugin (thanks Rus!)
RT::Extension::CustomFieldsOnUpdate (
http://search.cpan.org/dist/RT-Extension-CustomFieldsOnUpdate/lib/RT/Extension/CustomFieldsOnUpdate.pm)
The plugin works great but the order in which the CustomFields are shown is
kinda messy. The reason for the order being messy is because we've set the
order based upon the two column view under Basics. (which goes from right
to left and then from top to down)

In the RT Config there's this option which should make it possible to show
a single column view of the Custom Fields:

=item C<$EditCustomFieldsSingleColumn>
> When displaying a list of Ticket Custom Fields for editing, RT
> defaults to a 2 column list.  If you set this to 1, it will instead
> display the Custom Fields in a single column.
> =cut
> Set($EditCustomFieldsSingleColumn, 0);

This option however doesn't seem to have any effect.

Will this option get a fix during a future release?

This would be great, if I can display the CustomFields in a single column
on all pages then I can have a uniform CF order which will be the same on
the Ticket overview, basics and comment/reply page. (or any other tip to
achieve this would be appreciated)

-- Bart
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From gsollazz at sgul.ac.uk  Thu Feb  2 03:51:28 2012
From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo)
Date: Thu, 02 Feb 2012 08:51:28 +0000
Subject: [rt-users] Set Subject in if/then clause
In-Reply-To: <20120201191928.GB5178@jibsheet.com>
References: <4F291C02.50006@sgul.ac.uk> <4F293944.8070700@eve-team.com>
	<4F293BA7.3020505@sgul.ac.uk> <4F293E93.80602@eve-team.com>
	<4F2942E2.5060604@eve-team.com> <4F294456.6070606@sgul.ac.uk>
	<20120201191928.GB5178@jibsheet.com>
Message-ID: <4F2A4E90.5040506@sgul.ac.uk>

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On 01/02/12 19:19, Kevin Falcone wrote:
>
>
> Guiseppe - for reference, the syntax Gerard gave you came from the
> fact that RT's templates are Text::Templates and you can read more
> about them on CPAN:
>
> http://search.cpan.org/dist/Text-Template/lib/Text/Template.pm
>

Hi Kevin - that's what I was missing! This is very useful for further
developments. Many thanks!

G

> -kevin
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

- -- 
____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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From guadagnino.cristiano at creval.it  Thu Feb  2 04:41:41 2012
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Thu, 2 Feb 2012 09:41:41 +0000
Subject: [rt-users] Improvement suggestions
Message-ID: <4F2A5A0C.6090700@creval.it>

Hi all,
I have a few problems that, if solved, I think may enhance the quality 
of RT.

1) RT displays a lot of notification messages through a pale yellow 
message box on top of the ticket page. Everything is displayed the same 
way regardless of nature (info, error, etc.).
I think that it would be good to separate this messages at least into 
two categories: info (usual pale yellow box) and error (pale red box).
Presently, since you cannot easily tell the difference, it happens quite 
often that one operator tries to take a ticket just half a second 
another operator took it, gets an error box, thinks it is the usual 
confirmation box, and starts working on the ticket. Sometimes he even 
does not realize he is doing duplicate work until he tries to resolve!

2) Beginning users of RT often fall into this error: click "resolve" on 
top of the ticket, write some message, then click "resolve" again 
instead of clicking on "update ticket" at the bottom. Why does "resolve" 
still show on top of the ticket when you're resolving? Is it possible to 
remove it? I think it doesn't belongs there.

3) Custom field of type "check multiple values" (check-box) could be 
ticked directly from the display page of a ticket instead of having to 
go into the modify page. It would help streamlining the work on tickets.

Just a few thoughts.

Thank you
Cris

p.s. We are using RT 3.8.10 and testing 4.02. Both have the mentioned 
"problems".

-- 
Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese
Tel. +39-0342-522172

From Guy.Jeffery at baesystemsdetica.com  Thu Feb  2 07:42:32 2012
From: Guy.Jeffery at baesystemsdetica.com (Jeffery, Guy)
Date: Thu, 2 Feb 2012 12:42:32 -0000
Subject: [rt-users] How to adjust 'Organization' in 'About me'
Message-ID: 

Hi,

Quick question that hopefully is fairly easy to resolve - my users want to be able to adjust their 'Organization' within 'About me' in the Preferences menu. 

Providing 'ModifySelf' privileges to users allows adjustment of every other field on that screen, apart from Organization. What privilege do users need to alter this? 

I'm using RT 3.8.7 and 3.8.9.

Thanks,

Guy

Please consider the environment before printing this email.

This message should be regarded as confidential. If you have received this email in error please notify the sender and destroy it immediately.

Statements of intent shall only become binding when confirmed in hard copy by an authorised signatory. 

The contents of this email may relate to dealings with other companies under the control of BAE Systems plc details of which can be found at http://www.baesystems.com/Businesses/index.htm.

Detica Limited is a BAE Systems company trading as BAE Systems Detica.
Detica Limited is registered in England and Wales under No: 1337451.
Registered office: Surrey Research Park, Guildford, Surrey, GU2 7YP, England.

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From kamber.dalal at verizon.com  Thu Feb  2 09:00:06 2012
From: kamber.dalal at verizon.com (Dalal, Kamber Z)
Date: Thu, 2 Feb 2012 09:00:06 -0500
Subject: [rt-users] CanonicalizeEmailAddressMatch
Message-ID: <7C3070F471BFF44C8967FEE9CCF0B18528D01621@FHDP1LUMXC7V42.us.one.verizon.com>

Need the proper syntax for 'CanonicalizeEmailAddressMatch' setting to match either @domaina or @domainb

to allow 'CanonicalizeEmailAddressReplace' it with @domainc.

Thank you,
Kamber Dalal
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From borngunners at aol.com  Thu Feb  2 09:03:37 2012
From: borngunners at aol.com (Borngunners)
Date: Thu, 2 Feb 2012 09:03:37 -0500 (EST)
Subject: [rt-users] Help installing RT4 on Ubuntu
In-Reply-To: 
References: <8CEAA636B3B3E9B-2444-63944@webmail-d182.sysops.aol.com><20120126214009.GL95897@jibsheet.com><8CEAD9C927D0CBE-1B14-16399@webmail-m076.sysops.aol.com><20120130202502.GU95897@jibsheet.com><8CEADB34E8A73CF-1B14-17819@webmail-m076.sysops.aol.com><20120130233238.GV95897@jibsheet.com><8CEAE66CC35259E-1B14-1DEE4@webmail-m076.sysops.aol.com>

Message-ID: <8CEAFCA97A6097A-1C60-8B16@webmail-m076.sysops.aol.com>

I have reinstalled everything again, starting from the OS. I installed ubuntu 11 and I installed RT using the following command apt-get install request-tracker4. Everything has being installed, but I am still getting the It Works! message. It seems like this version of RT is a bit complicated to install, right? Don't know what else to do regarding the installing RT. I seriously need help with detail how-to, please....

Thanks,

-----Original Message-----
From: Bart 
To: rt-users 
Sent: Wed, Feb 1, 2012 10:06 am
Subject: Re: [rt-users] Help installing RT4 on Ubuntu

Hi,

Are you trying to do the source installation on Ubuntu? (btw, which version of Ubuntu?)

At least, it looks that way. If the above is what you've done then I really don't understand the external auth errors your getting, a clean installation doesn't contain external auth...

My advise would be to make sure you have a clean installation up and running first before playing with plugins (theres really no point).

Also, if you have the latest Ubuntu server then you can also install RT using Aptitude ( aptitude search request-tracker4 ).

I assume you've documented all your steps up to this point, could you show us exactly what you've done? (you've installed plugins, so undo that to begin with or at least turn off the plugins in the RT_SiteConfig).

-- Bart

Op 31 januari 2012 20:36 schreef Borngunners  het volgende:

 Okay. Now I have try to reinstall RT again and so far these are the configurations I have:

root at helpdesks:/var/tmp/rt-4.0.4# make initialize-database
/usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action init --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:   rt4
User:   rtuser
DBA:    root
Now creating a mysql database rt4 for RT.
Done.
Now populating database schema.
Done.
Now inserting database ACLs.
Granting access to rtuser@'localhost' on rt4.
Done.
Now inserting RT core system objects.
Done.
[Tue Jan 31 19:32:37 2012] [warning]: The ActiveStatus configuration has been replaced by the new Lifecycles
functionality. You should set the 'active' property of the 'default'
lifecycle and add transition rules; see RT_Config.pm for documentation. (/var/tmp/rt-4.0.4/sbin/../lib/RT/Config.pm:766)
Now inserting data.
[Tue Jan 31 19:32:37 2012] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: SuperUser, Disabled: 0, EmailAddress: root at localhost, Gecos: root, Name: root, Password: password, Privileged: 1, RealName: Enoch Root (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
[Tue Jan 31 19:32:37 2012] [error]: Could not set user info (/var/tmp/rt-4.0.4/sbin/../lib/RT/Handle.pm:826)
[Tue Jan 31 19:32:38 2012] [error]: Unable to load user: root : Couldn't find row (/var/tmp/rt-4.0.4/sbin/../lib/RT/Handle.pm:956)
Done inserting data.
Done.

Apache configuration:

  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");

thanks,

-----Original Message-----
From: Kevin Falcone 
To: rt-users 

Sent: Mon, Jan 30, 2012 6:32 pm
Subject: Re: [rt-users] Help installing RT4 on Ubuntu

On Mon, Jan 30, 2012 at 05:11:54PM -0500, Borngunners wrote:
>    Hello Falcone,
>    I have tried the config as stated. This is the message I receive after 
starting apche:
>    root at helpdesks:/etc/apache2# /etc/init.d/apache2 start
>     * Starting web server
>    apache2
>    [Mon Jan 30 22:08:01 2012] [warning]: DBD::mysql::st execute failed: Table 
'rt4.Users' doesn't
>    exist at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 
587.
>    (/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm:587)

You don't appear to have created the RT database.

When you said

>  >      On Thu, Jan 26, 2012 at 12:02:28PM -0500, Borngunners wrote:
>  >      >    I have installed RT 4 on ubuntu and have tested the web after

What did you do to install RT?  It'd be great if you looked through
the README and compared the steps to the notes about what you did.

-kevin

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston ? March 5 & 6, 2012

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston ? March 5 & 6, 2012

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston ? March 5 & 6, 2012

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From diaulas.castro at intersolution.inf.br  Thu Feb  2 09:12:30 2012
From: diaulas.castro at intersolution.inf.br (Diaulas Castro)
Date: Thu, 2 Feb 2012 14:12:30 +0000
Subject: [rt-users] RES:  Help installing RT4 on Ubuntu
In-Reply-To: <8CEAFCA97A6097A-1C60-8B16@webmail-m076.sysops.aol.com>
References: <8CEAA636B3B3E9B-2444-63944@webmail-d182.sysops.aol.com><20120126214009.GL95897@jibsheet.com><8CEAD9C927D0CBE-1B14-16399@webmail-m076.sysops.aol.com><20120130202502.GU95897@jibsheet.com><8CEADB34E8A73CF-1B14-17819@webmail-m076.sysops.aol.com><20120130233238.GV95897@jibsheet.com><8CEAE66CC35259E-1B14-1DEE4@webmail-m076.sysops.aol.com>

	<8CEAFCA97A6097A-1C60-8B16@webmail-m076.sysops.aol.com>
Message-ID: <3B9178D874F56F47B616AB50C01F7B7701D5FACC@GRUPRD8002MB111.lamprd80.prod.outlook.com>

Did you put /rt in the end of url? Ex: http://192.168.1.1/rt

Have Ubuntu 11.10 installed 3 weeks ago, don?t remember to change apache conf except of including this line:

    Include "/etc/request-tracker4/apache2-modperl2.conf?

Last 2 lines of my conf:

tail -n2 /etc/apache2/sites-available/default
Include "/etc/request-tracker4/apache2-modperl2.conf"

De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Borngunners
Enviada em: quinta-feira, 2 de fevereiro de 2012 12:04
Para: bart at pleh.info; rt-users at lists.bestpractical.com
Assunto: Re: [rt-users] Help installing RT4 on Ubuntu

I have reinstalled everything again, starting from the OS. I installed ubuntu 11 and I installed RT using the following command apt-get install request-tracker4. Everything has being installed, but I am still getting the It Works! message. It seems like this version of RT is a bit complicated to install, right? Don't know what else to do regarding the installing RT. I seriously need help with detail how-to, please....

Thanks,

-----Original Message-----
From: Bart >
To: rt-users >
Sent: Wed, Feb 1, 2012 10:06 am
Subject: Re: [rt-users] Help installing RT4 on Ubuntu
Hi,

Are you trying to do the source installation on Ubuntu? (btw, which version of Ubuntu?)

At least, it looks that way. If the above is what you've done then I really don't understand the external auth errors your getting, a clean installation doesn't contain external auth...

My advise would be to make sure you have a clean installation up and running first before playing with plugins (theres really no point).

Also, if you have the latest Ubuntu server then you can also install RT using Aptitude ( aptitude search request-tracker4 ).

I assume you've documented all your steps up to this point, could you show us exactly what you've done? (you've installed plugins, so undo that to begin with or at least turn off the plugins in the RT_SiteConfig).

-- Bart

Op 31 januari 2012 20:36 schreef Borngunners > het volgende:
Okay. Now I have try to reinstall RT again and so far these are the configurations I have:

root at helpdesks:/var/tmp/rt-4.0.4# make initialize-database
/usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action init --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:   rt4
User:   rtuser
DBA:    root
Now creating a mysql database rt4 for RT.
Done.
Now populating database schema.
Done.
Now inserting database ACLs.
Granting access to rtuser@'localhost' on rt4.
Done.
Now inserting RT core system objects.
Done.
[Tue Jan 31 19:32:37 2012] [warning]: The ActiveStatus configuration has been replaced by the new Lifecycles
functionality. You should set the 'active' property of the 'default'
lifecycle and add transition rules; see RT_Config.pm for documentation. (/var/tmp/rt-4.0.4/sbin/../lib/RT/Config.pm:766)
Now inserting data.
[Tue Jan 31 19:32:37 2012] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: SuperUser, Disabled: 0, EmailAddress: root at localhost, Gecos: root, Name: root, Password: password, Privileged: 1, RealName: Enoch Root (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
[Tue Jan 31 19:32:37 2012] [error]: Could not set user info (/var/tmp/rt-4.0.4/sbin/../lib/RT/Handle.pm:826)
[Tue Jan 31 19:32:38 2012] [error]: Unable to load user: root : Couldn't find row (/var/tmp/rt-4.0.4/sbin/../lib/RT/Handle.pm:956)
Done inserting data.
Done.

Apache configuration:

  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");

thanks,

-----Original Message-----
From: Kevin Falcone >
To: rt-users >
Sent: Mon, Jan 30, 2012 6:32 pm
Subject: Re: [rt-users] Help installing RT4 on Ubuntu

On Mon, Jan 30, 2012 at 05:11:54PM -0500, Borngunners wrote:

>    Hello Falcone,

>    I have tried the config as stated. This is the message I receive after

starting apche:

>    root at helpdesks:/etc/apache2# /etc/init.d/apache2 start

>     * Starting web server

>    apache2

>    [Mon Jan 30 22:08:01 2012] [warning]: DBD::mysql::st execute failed: Table

'rt4.Users' doesn't

>    exist at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line

587.

>    (/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm:587)

You don't appear to have created the RT database.

When you said

>  >      On Thu, Jan 26, 2012 at 12:02:28PM -0500, Borngunners wrote:

>  >      >    I have installed RT 4 on ubuntu and have tested the web after

What did you do to install RT?  It'd be great if you looked through

the README and compared the steps to the notes about what you did.

-kevin

--------

RT Training Sessions (http://bestpractical.com/services/training.html)

* Boston ? March 5 & 6, 2012

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston ? March 5 & 6, 2012

--------

RT Training Sessions (http://bestpractical.com/services/training.html)

* Boston ? March 5 & 6, 2012
-------------- next part --------------
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From bart at pleh.info  Thu Feb  2 10:00:01 2012
From: bart at pleh.info (Bart)
Date: Thu, 2 Feb 2012 16:00:01 +0100
Subject: [rt-users] Help installing RT4 on Ubuntu
In-Reply-To: <3B9178D874F56F47B616AB50C01F7B7701D5FACC@GRUPRD8002MB111.lamprd80.prod.outlook.com>
References: <8CEAA636B3B3E9B-2444-63944@webmail-d182.sysops.aol.com>
	<20120126214009.GL95897@jibsheet.com>

	<8CEAD9C927D0CBE-1B14-16399@webmail-m076.sysops.aol.com>
	<20120130202502.GU95897@jibsheet.com>
	<8CEADB34E8A73CF-1B14-17819@webmail-m076.sysops.aol.com>
	<20120130233238.GV95897@jibsheet.com>
	<8CEAE66CC35259E-1B14-1DEE4@webmail-m076.sysops.aol.com>

	<8CEAFCA97A6097A-1C60-8B16@webmail-m076.sysops.aol.com>
	<3B9178D874F56F47B616AB50C01F7B7701D5FACC@GRUPRD8002MB111.lamprd80.prod.outlook.com>
Message-ID: 

Hi,

As mentioned, after the installation you have to manually add the RT config
to apache.

The installation won't configure apache automatically for you, you can
probably use the include line Diaulas mentioned.

Other then that, it looks like you've done the installation the Ubuntu way
(which is ok), all you need to do now is configure Apache.

Let us know if it worked.

-- Bart

Op 2 februari 2012 15:12 schreef Diaulas Castro <
diaulas.castro at intersolution.inf.br> het volgende:

>  ** **
>
> Did you put /rt in the end of url? Ex: http://192.168.1.1/rt****
>
> ** **
>
> Have Ubuntu 11.10 installed 3 weeks ago, don?t remember to change apache
> conf except of including this line:****
>
> ** **
>
>     Include "/etc/request-tracker4/apache2-modperl2.conf?****
>
> ** **
>
> ** **
>
> Last 2 lines of my conf:****
>
> ** **
>
> tail -n2 /etc/apache2/sites-available/default****
>
> Include "/etc/request-tracker4/apache2-modperl2.conf"****
>
> ****
>
> ** **
>
> ** **
>
> ** **
>
> *De:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *Em nome de *Borngunners
> *Enviada em:* quinta-feira, 2 de fevereiro de 2012 12:04
> *Para:* bart at pleh.info; rt-users at lists.bestpractical.com
> *Assunto:* Re: [rt-users] Help installing RT4 on Ubuntu****
>
> ** **
>
> I have reinstalled everything again, starting from the OS. I installed
> ubuntu 11 and I installed RT using the following command apt-get install
> request-tracker4. Everything has being installed, but I am still getting
> the It Works! message. It seems like this version of RT is a bit
> complicated to install, right? Don't know what else to do regarding the
> installing RT. I seriously need help with detail how-to, please....
>
> Thanks,****
>
> ** **
>
> ** **
>
> ** **
>
> -----Original Message-----
> From: Bart 
> To: rt-users 
> Sent: Wed, Feb 1, 2012 10:06 am
> Subject: Re: [rt-users] Help installing RT4 on Ubuntu****
>
> Hi, ****
>
> ** **
>
> Are you trying to do the source installation on Ubuntu? (btw, which
> version of Ubuntu?)****
>
> ** **
>
> At least, it looks that way. If the above is what you've done then I
> really don't understand the external auth errors your getting, a clean
> installation doesn't contain external auth...****
>
> ** **
>
> My advise would be to make sure you have a clean installation up and
> running first before playing with plugins (theres really no point).****
>
> ** **
>
> Also, if you have the latest Ubuntu server then you can also install RT
> using Aptitude ( aptitude search request-tracker4 ).****
>
> ** **
>
> I assume you've documented all your steps up to this point, could you show
> us exactly what you've done? (you've installed plugins, so undo that to
> begin with or at least turn off the plugins in the RT_SiteConfig).****
>
> ** **
>
>
> -- Bart
>
> ****
>
> Op 31 januari 2012 20:36 schreef Borngunners  het
> volgende:****
>
> Okay. Now I have try to reinstall RT again and so far these are the
> configurations I have:
>
> root at helpdesks:/var/tmp/rt-4.0.4# make initialize-database
> /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database
> --action init --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:   rt4
> User:   rtuser
> DBA:    root
> Now creating a mysql database rt4 for RT.
> Done.
> Now populating database schema.
> Done.
> Now inserting database ACLs.
> Granting access to rtuser@'localhost' on rt4.
> Done.
> Now inserting RT core system objects.
> Done.
> [Tue Jan 31 19:32:37 2012] [warning]: The ActiveStatus configuration has
> been replaced by the new Lifecycles
> functionality. You should set the 'active' property of the 'default'
> lifecycle and add transition rules; see RT_Config.pm for documentation.
> (/var/tmp/rt-4.0.4/sbin/../lib/RT/Config.pm:766)
> Now inserting data.
> [Tue Jan 31 19:32:37 2012] [info]:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments:
> SuperUser, Disabled: 0, EmailAddress: root at localhost, Gecos: root, Name:
> root, Password: password, Privileged: 1, RealName: Enoch Root
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
> [Tue Jan 31 19:32:37 2012] [error]: Could not set user info
> (/var/tmp/rt-4.0.4/sbin/../lib/RT/Handle.pm:826)
> [Tue Jan 31 19:32:38 2012] [error]: Unable to load user: root : Couldn't
> find row (/var/tmp/rt-4.0.4/sbin/../lib/RT/Handle.pm:956)
> Done inserting data.
> Done.
>
>
> Apache configuration:
> 
>   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");****
>
>     
> 
>
>
> thanks,****
>
> ** **
>
> ** **
>
> -----Original Message-----
> From: Kevin Falcone 
> To: rt-users ****
>
> Sent: Mon, Jan 30, 2012 6:32 pm
> Subject: Re: [rt-users] Help installing RT4 on Ubuntu****
>
> On Mon, Jan 30, 2012 at 05:11:54PM -0500, Borngunners wrote:****
>
> >    Hello Falcone,****
>
> >    I have tried the config as stated. This is the message I receive after ****
>
> starting apche:****
>
> >    root at helpdesks:/etc/apache2# /etc/init.d/apache2 start****
>
> >     * Starting web server****
>
> >    apache2****
>
> >    [Mon Jan 30 22:08:01 2012] [warning]: DBD::mysql::st execute failed: Table ****
>
> 'rt4.Users' doesn't****
>
> >    exist at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line ****
>
> 587.****
>
> >    (/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm:587)****
>
> ** **
>
> You don't appear to have created the RT database.****
>
> ** **
>
> When you said****
>
> ** **
>
> >  >      On Thu, Jan 26, 2012 at 12:02:28PM -0500, Borngunners wrote:****
>
> >  >      >    I have installed RT 4 on ubuntu and have tested the web after****
>
> ** **
>
> What did you do to install RT?  It'd be great if you looked through****
>
> the README and compared the steps to the notes about what you did.****
>
> ** **
>
> -kevin****
>
>    --------****
>
> RT Training Sessions (http://bestpractical.com/services/training.html)****
>
> * Boston ? March 5 & 6, 2012****
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012****
>
> ** **
>
> --------****
>
> RT Training Sessions (http://bestpractical.com/services/training.html)****
>
> * Boston ? March 5 & 6, 2012****
>
>
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From MarkRoedel at letu.edu  Thu Feb  2 10:22:04 2012
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Thu, 2 Feb 2012 15:22:04 +0000
Subject: [rt-users] [rt-devel] RT 4.0.5rc1 Released
In-Reply-To: <4F28A3DC.1070005@bestpractical.com>
References: <20120125154445.GB5133@jibsheet.com>
	<2B3D699B434F1F49B73F97861B5FD5446FB44D9E@Mail-DB-1.letnet.net>
	<4F28A3DC.1070005@bestpractical.com>
Message-ID: <2B3D699B434F1F49B73F97861B5FD5446FB4838B@Mail-DB-1.letnet.net>

LOL -- well that's a fine how-do-you-do!

Actually, I did skip 4.0.4 (my recollection is that it was announced as solely addressing an installation issue I hadn't had) so the previous version was 4.0.3.

What I'm seeing in the emails seems like mostly the removal of some of the Aileron theming so it looks more like I'm getting an email than a copy/paste from the web page.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Tuesday, January 31, 2012 8:31 PM
To: RT Users
Subject: Re: [rt-users] [rt-devel] RT 4.0.5rc1 Released

On 01/31/2012 09:57 AM, Roedel, Mark wrote:
> Working well for us so far -- I really like the new look for dashboard emails.

I don't think the dashboard emails have changed since 4.0.4.  Are you comparing to a different version?  If not, I'd be curious to see what change you're talking about.  ;)

From srikumarp at fb.com  Thu Feb  2 10:50:26 2012
From: srikumarp at fb.com (Srikumar Nair)
Date: Thu, 2 Feb 2012 15:50:26 +0000
Subject: [rt-users] RT-Authen-ExternalAuth plugin causes 'Can't locate
 Apache.pm in @INC' issue
In-Reply-To: 
References:  ,

Message-ID: <9A7E4AF7-D857-4A50-A0F6-1EE0DDA4C5A2@fb.com>

Thanks Bart.

User interface is not affected. Only Php/Perl code execution.

On Feb 1, 2012, at 11:32 PM, "Bart" > wrote:

Are you only getting the errors when executing the custom PHP/Perl code? Or does this also affect RT's user interface/functionality?

-- Bart

Op 2 februari 2012 02:33 schreef Srikumar Nair > het volgende:

We have a RT 4.0.4 installation running on Apache.
We have some front end PHP code that calls Perl scripts which use Perl RT APIs for RT interactions.

Recently we installed the RT-Authen-ExternalAuth plugin (version 0.09) to RT.
This creates the the following error when ever the php tries to invoke the perl scripts.
But if I remove the plugin from the RT_SiteConfig.pm file everything works fine again.

Has anyone see this issue?

Can't locate Apache.pm in @INC (@INC contains: /opt/rt4/local/lib /opt/rt4/local/plugins/RT-Site-Facebook-TicketPageMenu/lib /opt/rt4/local/plugins/RT-Site-Facebook-SetQueue/lib /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/local/plugins/RT-Extension-ArticleTemplates/lib /opt/rt4/lib /opt/rt4/share/html/fb/perl /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .) at /usr/lib/perl5/5.8.8/CGI/Cookie.pm line 38,  line 558.
Compilation failed in require at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI/Cookie.pm line 3,  line 558.
BEGIN failed--compilation aborted at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI/Cookie.pm line 3,  line 558.
Compilation failed in require at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm line 4,  line 558.
BEGIN failed--compilation aborted at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm line 4,  line 558.
Compilation failed in require at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 27,  line 558.
BEGIN failed--compilation aborted at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 27,  line 558.

Thanks a bunch.

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston ? March 5 & 6, 2012

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From bluethundr at jokefire.com  Thu Feb  2 11:05:53 2012
From: bluethundr at jokefire.com (Tim Dunphy)
Date: Thu, 02 Feb 2012 16:05:53 -0000 (UTC)
Subject: [rt-users] RT Bounce messages
In-Reply-To: <20120201185334.GZ95897@jibsheet.com>
Message-ID: <3889c7ed-1dd7-4479-b77c-7ff708d11dd0@li289-212>

> This looks like an RT_Config.pm file.  Have you been editing
> RT_Config.pm directly or did you copy all of RT_Config.pm to
> RT_SiteConfig.pm?  Neither of those are recommended and it makes
> following what is going on really hard.

I'm sorry but I don't recall doing this. However looking at a diff of the two files it certainly seems possible. 

> Usually this means RT was configured to send mail back into itself and
> something has a X-RT-Loop-Prevention header.  Often this is a
> misconfigured Template or a too-broad RTAddressRegexp setting.

Here's how my RTAddressRegexp is set - 

Set($RTAddressRegexp, undef);

Well I don't recall copying the RT_Config.pm to RT_SiteConfig. 

However one thing that I can say is that I remember that I started seeing these bounce messages right about the time that I tried including an LDAP ExternalAuth method in the RT_SiteConfig.pm file.

# These are the full settings for each external service as a HashOfHashes
# Note that you may have as many external services as you wish. They will
# be checked in the order specified in the Priority directives above.
# e.g. 
#   Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']);
#
Set($ExternalSettings,      {   
                                # AN EXAMPLE LDAP SERVICE
                                'My_LDAP'       =>  {   ## GENERIC SECTION
                                                        # The type of service (db/ldap/cookie) 
                                                        'type'                      =>  'ldap',
                                                        # The server hosting the service
                                                        'server'                    =>  'ldap01.mlbam.com',
                                                        ## SERVICE-SPECIFIC SECTION
                                                        # If you can bind to your LDAP server anonymously you should 
                                                        # remove the user and pass config lines, otherwise specify them here:
                                                        # 
                                                        # The username RT should use to connect to the LDAP server 
                                                        #'user'                      =>  'uid=Dunphy,ou=People,cn=mlbam,cn=com',
                                                        # The password RT should use to connect to the LDAP server
                                                        #'pass'                    =>  'WR=78zu!uX',
                                                        #
                                                        # The LDAP search base
                                                        'base'                      =>  'ou=People,dc=mlbam,dc=com',
                                                        #
                                                        # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
                                                        # YOU **MUST** SPECIFY A filter AND A d_filter!!
                                                        #
                                                        # The filter to use to match RT-Users
                                                        'filter'                    =>  '(objectclass=*)',
                                                        # A catch-all example filter: '(objectClass=*)'
                                                        #
                                                        # The filter that will only match disabled users
                                                        'd_filter'                  =>  '(objectClass=FooBarBaz)',
                                                        # A catch-none example d_filter: '(objectClass=FooBarBaz)'
                                                        #
                                                        # Should we try to use TLS to encrypt connections?
                                                        'tls'                       =>  0,
                                                        # SSL Version to provide to Net::SSLeay *if* using SSL
                                                        #'ssl_version'               =>  2,
                                                        # What other args should I pass to Net::LDAP->new($host, at args)?
                                                        'net_ldap_args'             => [    version =>  3   ],
                                                        # Does authentication depend on group membership? What group name?
                                                        #'group'                     =>  'RTUsers',
                                                        # What is the attribute for the group object that determines membership?
                                                        #'group_attr'                =>  'cn',
                                                        ## RT ATTRIBUTE MATCHING SECTION
                                                        # The list of RT attributes that uniquely identify a user
                                                        # This example shows what you *can* specify.. I recommend reducing this
                                                        # to just the Name and EmailAddress to save encountering problems later.
                                                        'attr_match_list'           => [    'Name',
                                                                                            'EmailAddress', 
                                                                                        ],
                                                        # The mapping of RT attributes on to LDAP attributes
                                                        'attr_map'                  =>  {   'Name' => 'uid',
                                                                                            'EmailAddress' => 'mail',
                                                                                        }
                                                    },
                                # An example SSO cookie service
                                'My_SSO_Cookie'  => {   # # The type of service (db/ldap/cookie)
                                                        'type'                      =>  'cookie',
                                                        # The name of the cookie to be used
                                                        'name'                      =>  'loginCookieValue',
                                                        # The users table
                                                        'u_table'                   =>  'users',
                                                        # The username field in the users table
                                                        'u_field'                   =>  'username',
                                                        # The field in the users table that uniquely identifies a user
                                                        # and also exists in the cookies table
                                                        'u_match_key'               =>  'userID',
                                                        # The cookies table
                                                        'c_table'                   =>  'login_cookie',
                                                        # The field that stores cookie values
                                                        'c_field'                   =>  'loginCookieValue',
                                                        # The field in the cookies table that uniquely identifies a user
                                                        # and also exists in the users table
                                                        'c_match_key'               =>  'loginCookieUserID',
                                                        # The DB service in this configuration to use to lookup the cookie information
                                                        'db_service_name'           =>  'My_MySQL'
                                                    }
                                }
);

1;

I wonder if this section could be part of the problem I'm having...

thanks
tim

> ------------------------------------
> 
> 
> 
> # RT was configured with:
> #
> #   $ ./configure --enable-graphviz --enable-gd --enable-gpg --with-db-host=localhost --with-db-rt-host=localhost --with-db-dba=admin --with-db-rt-user=admin --with-db-rt-pass=Duk30fZh0u --with-web-user=apache --with-web-group=apache --with-apachectl /usr/sbin/apachectl --localstatedir=/var/rt4 --sysconfdir=/etc/rt4 --prefix=/usr/local/rt4 --exec-prefix=/usr/local/sbin
> #
> 
> package RT;
> 
> #############################  WARNING  #############################
> #                                                                   #
> #                     NEVER EDIT RT_Config.pm !                     #
> #                                                                   #
> #         Instead, copy any sections you want to change to          #
> #         RT_SiteConfig.pm and edit them there.  Otherwise,         #
> #         your changes will be lost when you upgrade RT.            #
> #                                                                   #
> #############################  WARNING  #############################
> 
> =head1 NAME
> 
> RT::Config
> 
> =head1 Base configuration
> 
> =over 4
> 
> =item C<$rtname>
> 
> C<$rtname> is the string that RT will look for in mail messages to
> figure out what ticket a new piece of mail belongs to.
> 
> Your domain name is recommended, so as not to pollute the namespace.
> Once you start using a given tag, you should probably never change it;
> otherwise, mail for existing tickets won't get put in the right place.
> 
> =cut
> 
> Set($rtname, "mlb.com");
> 
> =item C<$Organization>
> 
> You should set this to your organization's DNS domain. For example,
> I or I. It is used by the linking
> interface to guarantee that ticket URIs are unique and easy to
> construct.  Changing it after you have created tickets in the system
> will B all existing ticket links!
> 
> =cut
> 
> Set($Organization, "mlb.com");
> 
> =item C<$CorrespondAddress>, C<$CommentAddress>
> 
> RT is designed such that any mail which already has a ticket-id
> associated with it will get to the right place automatically.
> 
> C<$CorrespondAddress> and C<$CommentAddress> are the default addresses
> that will be listed in From: and Reply-To: headers of correspondence
> and comment mail tracked by RT, unless overridden by a queue-specific
> address.  They should be set to email addresses which have been
> configured as aliases for F.
> 
> =cut
> 
> Set($CorrespondAddress, 'rt at mm3.mlbam.com');
> 
> Set($CommentAddress, 'rt-comment at mm3.mlbam.com');
> 
> =item C<$WebDomain>
> 
> Domain name of the RT server, e.g. 'www.example.com'. It should not
> contain anything except the server name.
> 
> =cut
> 
> Set($WebDomain, "rt.mm3.mlbam.com");
> 
> =item C<$WebPort>
> 
> If we're running as a superuser, run on port 80.  Otherwise, pick a
> high port for this user.
> 
> 443 is default port for https protocol.
> 
> =cut
> 
> Set($WebPort, 80);# + ($< * 7274) % 32766 + ($< && 1024));
> 
> =item C<$WebPath>
> 
> If you're putting the web UI somewhere other than at the root of your
> server, you should set C<$WebPath> to the path you'll be serving RT
> at.
> 
> C<$WebPath> requires a leading / but no trailing /, or it can be
> blank.
> 
> In most cases, you should leave C<$WebPath> set to "" (an empty
> value).
> 
> =cut
> 
> Set($WebPath, "/helpdesk");
> 
> =item C<$Timezone>
> 
> C<$Timezone> is the default timezone, used to convert times entered by
> users into GMT, as they are stored in the database, and back again;
> users can override this.  It should be set to a timezone recognized by
> your server.
> 
> =cut
> 
> Set($Timezone, "US/Eastern");
> 
> =item C<@Plugins>
> 
> Set C<@Plugins> to a list of external RT plugins that should be
> enabled (those plugins have to be previously downloaded and
> installed).
> 
> Example:
> 
> C
> 
> =cut
> 
> Set(@Plugins, qw(RT::Authen::ExternalAuth));
> 
> =back
> 
> 
> 
> 
> =head1 Database connection
> 
> =over 4
> 
> =item C<$DatabaseType>
> 
> Database driver being used; case matters.  Valid types are "mysql",
> "Oracle" and "Pg".
> 
> =cut
> 
> Set($DatabaseType, "mysql");
> 
> =item C<$DatabaseHost>, C<$DatabaseRTHost>
> 
> The domain name of your database server.  If you're running MySQL and
> on localhost, leave it blank for enhanced performance.
> 
> C is the fully-qualified hostname of your RT server,
> for use in granting ACL rights on MySQL.
> 
> =cut
> 
> Set($DatabaseHost,   "localhost");
> Set($DatabaseRTHost, "localhost");
> 
> =item C<$DatabasePort>
> 
> The port that your database server is running on.  Ignored unless it's
> a positive integer. It's usually safe to leave this blank; RT will
> choose the correct default.
> 
> =cut
> 
> Set($DatabasePort, "");
> 
> =item C<$DatabaseUser>
> 
> The name of the user to connect to the database as.
> 
> =cut
> 
> Set($DatabaseUser, "admin");
> 
> =item C<$DatabasePassword>
> 
> The password the C<$DatabaseUser> should use to access the database.
> 
> =cut
> 
> Set($DatabasePassword, q{Duk30fZh0u});
> 
> =item C<$DatabaseName>
> 
> The name of the RT database on your database server. For Oracle, the
> SID and database objects are created in C<$DatabaseUser>'s schema.
> 
> =cut
> 
> Set($DatabaseName, q{rt4});
> 
> =item C<$DatabaseRequireSSL>
> 
> If you're using PostgreSQL and have compiled in SSL support, set
> C<$DatabaseRequireSSL> to 1 to turn on SSL communication with the
> database.
> 
> =cut
> 
> Set($DatabaseRequireSSL, undef);
> 
> =back
> 
> 
> 
> 
> =head1 Logging
> 
> The default is to log anything except debugging information to syslog.
> Check the L POD for information about how to get things
> by syslog, mail or anything else, get debugging info in the log, etc.
> 
> It might generally make sense to send error and higher by email to
> some administrator.  If you do this, be careful that this email isn't
> sent to this RT instance.  Mail loops will generate a critical log
> message.
> 
> =over 4
> 
> =item C<$LogToSyslog>, C<$LogToScreen>
> 
> The minimum level error that will be logged to the specific device.
> From lowest to highest priority, the levels are:
> 
>     debug info notice warning error critical alert emergency
> 
> =cut
> 
> Set($LogToSyslog, "info");
> Set($LogToScreen, "info");
> 
> =item C<$LogToFile>, C<$LogDir>, C<$LogToFileNamed>
> 
> Logging to a standalone file is also possible, but note that the file
> should needs to both exist and be writable by all direct users of the
> RT API.  This generally includes the web server and whoever
> rt-crontool runs as.  Note that rt-mailgate and the RT CLI go through
> the webserver, so their users do not need to have write permissions to
> this file. If you expect to have multiple users of the direct API,
> Best Practical recommends using syslog instead of direct file logging.
> 
> =cut
> 
> Set($LogToFile, undef);
> Set($LogDir, q{var/log});
> Set($LogToFileNamed, "rt.log");    #log to rt.log
> 
> =item C<$LogStackTraces>
> 
> If set to a log level then logging will include stack traces for
> messages with level equal to or greater than specified.
> 
> NOTICE: Stack traces include parameters supplied to functions or
> methods. It is possible for stack trace logging to reveal sensitive
> information such as passwords or ticket content in your logs.
> 
> =cut
> 
> Set($LogStackTraces, "");
> 
> =item C<@LogToSyslogConf>
> 
> On Solaris or UnixWare, set to ( socket => 'inet' ).  Options here
> override any other options RT passes to L.
> Other interesting flags include facility and logopt.  (See the
> L documentation for more information.)  (Maybe
> ident too, if you have multiple RT installations.)
> 
> =cut
> 
> Set(@LogToSyslogConf, ());
> 
> =back
> 
> 
> 
> =head1 Incoming mail gateway
> 
> =over 4
> 
> =item C<$EmailSubjectTagRegex>
> 
> This regexp controls what subject tags RT recognizes as its own.  If
> you're not dealing with historical C<$rtname> values, you'll likely
> never have to change this configuration.
> 
> Be B with it. Note that it overrides C<$rtname> for
> subject token matching and that you should use only "non-capturing"
> parenthesis grouping. For example:
> 
> C
> 
> and NOT
> 
> C
> 
> The setting below would make RT behave exactly as it does without the
> setting enabled.
> 
> =cut
> 
> # Set($EmailSubjectTagRegex, qr/\Q$rtname\E/i );
> 
> =item C<$OwnerEmail>
> 
> C<$OwnerEmail> is the address of a human who manages RT. RT will send
> errors generated by the mail gateway to this address.  This address
> should I be an address that's managed by your RT instance.
> 
> =cut
> 
> Set($OwnerEmail, 'tim.dunphy at example.com');
> 
> =item C<$LoopsToRTOwner>
> 
> If C<$LoopsToRTOwner> is defined, RT will send mail that it believes
> might be a loop to C<$OwnerEmail>.
> 
> =cut
> 
> Set($LoopsToRTOwner, 1);
> 
> =item C<$StoreLoops>
> 
> If C<$StoreLoops> is defined, RT will record messages that it believes
> to be part of mail loops.  As it does this, it will try to be careful
> not to send mail to the sender of these messages.
> 
> =cut
> 
> Set($StoreLoops, undef);
> 
> =item C<$MaxAttachmentSize>
> 
> C<$MaxAttachmentSize> sets the maximum size (in bytes) of attachments
> stored in the database.
> 
> For MySQL and Oracle, we set this size to 10 megabytes.  If you're
> running a PostgreSQL version earlier than 7.1, you will need to drop
> this to 8192. (8k)
> 
> =cut
> 
> 
> Set($MaxAttachmentSize, 10_000_000);
> 
> =item C<$TruncateLongAttachments>
> 
> If this is set to a non-undef value, RT will truncate attachments
> longer than C<$MaxAttachmentSize>.
> 
> =cut
> 
> Set($TruncateLongAttachments, undef);
> 
> =item C<$DropLongAttachments>
> 
> If this is set to a non-undef value, RT will silently drop attachments
> longer than C.  C<$TruncateLongAttachments>, above,
> takes priority over this.
> 
> =cut
> 
> Set($DropLongAttachments, undef);
> 
> =item C<$RTAddressRegexp>
> 
> C<$RTAddressRegexp> is used to make sure RT doesn't add itself as a
> ticket CC if C<$ParseNewMessageForTicketCcs>, above, is enabled.  It
> is important that you set this to a regular expression that matches
> all addresses used by your RT.  This lets RT avoid sending mail to
> itself.  It will also hide RT addresses from the list of "One-time Cc"
> and Bcc lists on ticket reply.
> 
> If you have a number of addresses configured in your RT database
> already, you can generate a naive first pass regexp by using:
> 
>     perl etc/upgrade/generate-rtaddressregexp
> 
> If left blank, RT will generate a regexp for you, based on your
> comment and correspond address settings on your queues; this comes at
> a small cost in start-up speed.
> 
> =cut
> 
> Set($RTAddressRegexp, undef);
> 
> =item C<$CanonicalizeEmailAddressMatch>, C<$CanonicalizeEmailAddressReplace>
> 
> RT provides functionality which allows the system to rewrite incoming
> email addresses.  In its simplest form, you can substitute the value
> in C for the value in
> C (These values are passed to the
> C subroutine in F)
> 
> By default, that routine performs a C on any
> address passed to it.
> 
> =cut
> 
> # Set($CanonicalizeEmailAddressMatch, '@subdomain\.example\.com$');
> # Set($CanonicalizeEmailAddressReplace, '@example.com');
> 
> =item C<$CanonicalizeOnCreate>
> 
> Set this to 1 and the create new user page will use the values that
> you enter in the form but use the function CanonicalizeUserInfo in
> F
> 
> =cut
> 
> Set($CanonicalizeOnCreate, 0);
> 
> =item C<$ValidateUserEmailAddresses>
> 
> If C<$ValidateUserEmailAddresses> is 1, RT will refuse to create
> users with an invalid email address (as specified in RFC 2822) or with
> an email address made of multiple email addresses.
> 
> =cut
> 
> Set($ValidateUserEmailAddresses, undef);
> 
> =item C<@MailPlugins>
> 
> C<@MailPlugins> is a list of authentication plugins for
> L to use; see L
> 
> =cut
> 
> =item C<$UnsafeEmailCommands>
> 
> C<$UnsafeEmailCommands>, if set to 1, enables 'take' and 'resolve'
> as possible actions via the mail gateway.  As its name implies, this
> is very unsafe, as it allows email with a forged sender to possibly
> resolve arbitrary tickets!
> 
> =cut
> 
> =item C<$ExtractSubjectTagMatch>, C<$ExtractSubjectTagNoMatch>
> 
> The default "extract remote tracking tags" scrip settings; these
> detect when your RT is talking to another RT, and adjust the subject
> accordingly.
> 
> =cut
> 
> Set($ExtractSubjectTagMatch, qr/\[.+? #\d+\]/);
> Set($ExtractSubjectTagNoMatch, ( ${RT::EmailSubjectTagRegex}
>        ? qr/\[(?:${RT::EmailSubjectTagRegex}) #\d+\]/
>        : qr/\[\Q$RT::rtname\E #\d+\]/));
> 
> =back
> 
> Set($SendmailPath , "/usr/local/rt4/bin/msmtp_wrapper");
> 
> 
> 
> =head1 Outgoing mail
> 
> =over 4
> 
> =item C<$MailCommand>
> 
> C<$MailCommand> defines which method RT will use to try to send mail.
> We know that 'sendmailpipe' works fairly well.  If 'sendmailpipe'
> doesn't work well for you, try 'sendmail'.  Other options are 'smtp'
> or 'qmail'.
> 
> Note that you should remove the '-t' from C<$SendmailArguments> if you
> use 'sendmail' rather than 'sendmailpipe'
> 
> For testing purposes, or to simply disable sending mail out into the
> world, you can set C<$MailCommand> to 'testfile' which writes all mail
> to a temporary file.  RT will log the location of the temporary file
> so you can extract mail from it afterward.
> 
> =cut
> 
> Set($MailCommand, "sendmailpipe");
> 
> =item C<$SetOutgoingMailFrom>
> 
> C<$SetOutgoingMailFrom> tells RT to set the sender envelope to the
> Correspond mail address of the ticket's queue.
> 
> Warning: If you use this setting, bounced mails will appear to be
> incoming mail to the system, thus creating new tickets.
> 
> =cut
> 
> Set($SetOutgoingMailFrom, 0);
> 
> =item C<$OverrideOutgoingMailFrom>
> 
> C<$OverrideOutgoingMailFrom> is used for overwriting the Correspond
> address of the queue as it is handed to sendmail -f. This helps force
> the From_ header away from www-data or other email addresses that show
> up in the "Sent by" line in Outlook.
> 
> The option is a hash reference of queue name to email address.  If
> there is no ticket involved, then the value of the C key will
> be used.
> 
> This option is irrelevant unless C<$SetOutgoingMailFrom> is set.
> 
> =cut
> 
> Set($OverrideOutgoingMailFrom, {
> #    'Default' => 'admin at rt.example.com',
> #    'General' => 'general at rt.example.com',
> });
> 
> =item C<$DefaultMailPrecedence>
> 
> C<$DefaultMailPrecedence> is used to control the default Precedence
> level of outgoing mail where none is specified.  By default it is
> C, but if you only send mail to your staff, you may wish to
> change it.
> 
> Note that you can set the precedence of individual templates by
> including an explicit Precedence header.
> 
> If you set this value to C then we do not set a default
> Precedence header to outgoing mail. However, if there already is a
> Precedence header, it will be preserved.
> 
> =cut
> 
> Set($DefaultMailPrecedence, "bulk");
> 
> =item C<$DefaultErrorMailPrecedence>
> 
> C<$DefaultErrorMailPrecedence> is used to control the default
> Precedence level of outgoing mail that indicates some kind of error
> condition. By default it is C, but if you only send mail to your
> staff, you may wish to change it.
> 
> If you set this value to C then we do not add a Precedence
> header to error mail.
> 
> =cut
> 
> Set($DefaultErrorMailPrecedence, "bulk");
> 
> =item C<$UseOriginatorHeader>
> 
> C<$UseOriginatorHeader> is used to control the insertion of an
> RT-Originator Header in every outgoing mail, containing the mail
> address of the transaction creator.
> 
> =cut
> 
> Set($UseOriginatorHeader, 1);
> 
> =item C<$UseFriendlyFromLine>
> 
> By default, RT sets the outgoing mail's "From:" header to "SenderName
> via RT".  Setting C<$UseFriendlyFromLine> to 0 disables it.
> 
> =cut
> 
> Set($UseFriendlyFromLine, 1);
> 
> =item C<$FriendlyFromLineFormat>
> 
> C format of the friendly 'From:' header; its arguments are
> SenderName and SenderEmailAddress.
> 
> =cut
> 
> Set($FriendlyFromLineFormat, "\"%s via RT\" <%s>");
> 
> =item C<$UseFriendlyToLine>
> 
> RT can optionally set a "Friendly" 'To:' header when sending messages
> to Ccs or AdminCcs (rather than having a blank 'To:' header.
> 
> This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL.  If you
> are using sendmail, rather than postfix, qmail, exim or some other
> MTA, you _must_ disable this option.
> 
> =cut
> 
> Set($UseFriendlyToLine, 0);
> 
> =item C<$FriendlyToLineFormat>
> 
> C format of the friendly 'To:' header; its arguments are
> WatcherType and TicketId.
> 
> =cut
> 
> Set($FriendlyToLineFormat, "\"%s of ". RT->Config->Get('rtname') ." Ticket #%s\":;");
> 
> =item C<$NotifyActor>
> 
> By default, RT doesn't notify the person who performs an update, as
> they already know what they've done. If you'd like to change this
> behavior, Set C<$NotifyActor> to 1
> 
> =cut
> 
> Set($NotifyActor, 0);
> 
> =item C<$RecordOutgoingEmail>
> 
> By default, RT records each message it sends out to its own internal
> database.  To change this behavior, set C<$RecordOutgoingEmail> to 0
> 
> =cut
> 
> Set($RecordOutgoingEmail, 1);
> 
> =item C<$VERPPrefix>, C<$VERPDomain>
> 
> Setting these options enables VERP support
> L.
> 
> Uncomment the following two directives to generate envelope senders
> of the form C<${VERPPrefix}${originaladdress}@${VERPDomain}>
> (i.e. rt-jesse=fsck.com at rt.example.com ).
> 
> This currently only works with sendmail and sendmailpipe.
> 
> =cut
> 
> # Set($VERPPrefix, "rt-");
> # Set($VERPDomain, $RT::Organization);
> 
> 
> =item C<$ForwardFromUser>
> 
> By default, RT forwards a message using queue's address and adds RT's
> tag into subject of the outgoing message, so recipients' replies go
> into RT as correspondents.
> 
> To change this behavior, set C<$ForwardFromUser> to 1 and RT
> will use the address of the current user and remove RT's subject tag.
> 
> =cut
> 
> Set($ForwardFromUser, 0);
> 
> =back
> 
> =head2 Email dashboards
> 
> =over 4
> 
> =item C<$DashboardAddress>
> 
> The email address from which RT will send dashboards. If none is set,
> then C<$OwnerEmail> will be used.
> 
> =cut
> 
> Set($DashboardAddress, '');
> 
> =item C<$DashboardSubject>
> 
> Lets you set the subject of dashboards. Arguments are the frequency (Daily,
> Weekly, Monthly) of the dashboard and the dashboard's name.
> 
> =cut
> 
> Set($DashboardSubject, "%s Dashboard: %s");
> 
> =item C<@EmailDashboardRemove>
> 
> A list of regular expressions that will be used to remove content from
> mailed dashboards.
> 
> =cut
> 
> Set(@EmailDashboardRemove, ());
> 
> =back
> 
> 
> 
> =head2 Sendmail configuration
> 
> These options only take effect if C<$MailCommand> is 'sendmail' or
> 'sendmailpipe'
> 
> =over 4
> 
> =item C<$SendmailArguments>
> 
> C<$SendmailArguments> defines what flags to pass to C<$SendmailPath>
> If you picked 'sendmailpipe', you MUST add a -t flag to
> C<$SendmailArguments> These options are good for most sendmail
> wrappers and work-a-likes.
> 
> These arguments are good for sendmail brand sendmail 8 and newer:
> C
> 
> =cut
> 
> Set($SendmailArguments, "-oi -t");
> 
> 
> =item C<$SendmailBounceArguments>
> 
> C<$SendmailBounceArguments> defines what flags to pass to C<$Sendmail>
> assuming RT needs to send an error (i.e. bounce).
> 
> =cut
> 
> Set($SendmailBounceArguments, '-f "<>"');
> 
> =item C<$SendmailPath>
> 
> If you selected 'sendmailpipe' above, you MUST specify the path to
> your sendmail binary in C<$SendmailPath>.
> 
> =cut
> 
> Set($SendmailPath, "/usr/sbin/sendmail");
> 
> 
> =back
> 
> =head2 SMTP configuration
> 
> These options only take effect if C<$MailCommand> is 'smtp'
> 
> =over 4
> 
> =item C<$SMTPServer>
> 
> C<$SMTPServer> should be set to the hostname of the SMTP server to use
> 
> =cut
> 
> Set($SMTPServer, undef);
> 
> =item C<$SMTPFrom>
> 
> C<$SMTPFrom> should be set to the 'From' address to use, if not the
> email's 'From'
> 
> =cut
> 
> Set($SMTPFrom, undef);
> 
> =item C<$SMTPDebug>
> 
> C<$SMTPDebug> should be set to 1 to debug SMTP mail sending
> 
> =cut
> 
> Set($SMTPDebug, 0);
> 
> =back
> 
> =head2 Other mailers
> 
> =over 4
> 
> =item C<@MailParams>
> 
> C<@MailParams> defines a list of options passed to $MailCommand if it
> is not 'sendmailpipe', 'sendmail', or 'smtp'
> 
> =cut
> 
> Set(@MailParams, ());
> 
> =back
> 
> 
> =head1 Web interface
> 
> =over 4
> 
> =item C<$WebDefaultStylesheet>
> 
> This determines the default stylesheet the RT web interface will use.
> RT ships with several themes by default:
> 
>   web2            The default layout for RT 3.8
>   aileron         The default layout for RT 4.0
>   ballard         Theme which doesn't rely on JavaScript for menuing
> 
> This value actually specifies a directory in F
> from which RT will try to load the file main.css (which should @import
> any other files the stylesheet needs).  This allows you to easily and
> cleanly create your own stylesheets to apply to RT.  This option can
> be overridden by users in their preferences.
> 
> =cut
> 
> Set($WebDefaultStylesheet, "aileron");
> #Set($WebDefaultStylesheet, "ballard");
> 
> =item C<$DefaultQueue>
> 
> Use this to select the default queue name that will be used for
> creating new tickets. You may use either the queue's name or its
> ID. This only affects the queue selection boxes on the web interface.
> 
> =cut
> 
> Set($DefaultQueue, "Ops");
> 
> =item C<$RememberDefaultQueue>
> 
> When a queue is selected in the new ticket dropdown, make it the new
> default for the new ticket dropdown.
> 
> =cut
> 
> # Set($RememberDefaultQueue, 1);
> 
> =item C<$EnableReminders>
> 
> Hide all links and portlets related to Reminders by setting this to 0
> 
> =cut
> 
> Set($EnableReminders, 1);
> 
> =item C<@CustomFieldValuesSources>
> 
> Set C<@CustomFieldValuesSources> to a list of class names which extend
> L.  This can be used to pull lists of
> custom field values from external sources at runtime.
> 
> =cut
> 
> Set(@CustomFieldValuesSources, ());
> 
> =item C<$CanonicalizeRedirectURLs>
> 
> Set C<$CanonicalizeRedirectURLs> to 1 to use C<$WebURL> when
> redirecting rather than the one we get from C<%ENV>.
> 
> If you use RT behind a reverse proxy, you almost certainly want to
> enable this option.
> 
> =cut
> 
> Set($CanonicalizeRedirectURLs, 0);
> 
> =item C<@JSFiles>
> 
> A list of JavaScript files to be included in head.  Removing any of
> the default entries is not suggested.
> 
> =cut
> 
> Set(@JSFiles, qw/
>     jquery-1.4.2.min.js
>     jquery_noconflict.js
>     jquery-ui-1.8.4.custom.min.js
>     jquery-ui-patch-datepicker.js
>     ui.timepickr.js
>     titlebox-state.js
>     util.js
>     userautocomplete.js
>     jquery.event.hover-1.0.js
>     superfish.js
>     supersubs.js
>     jquery.supposition.js
>     history-folding.js
>     late.js
> /);
> 
> =item C<$JSMinPath>
> 
> Path to the jsmin binary, available from
> http://www.crockford.com/javascript/jsmin.html
> 
> If specified, it will be used to minify C.  If it cannot be
> found, RT will fall back to the L module;
> failing that, RT will will simply concatenate the files.
> 
> =cut
> 
> # Set($JSMinPath, "/path/to/jsmin");
> 
> =item C<@CSSFiles>
> 
> A list of additional CSS files to be included in head.
> 
> =cut
> 
> Set(@CSSFiles, qw//);
> 
> =item C<$UsernameFormat>
> 
> This determines how user info is displayed. 'concise' will show one of
> either NickName, RealName, Name or EmailAddress, depending on what
> exists and whether the user is privileged or not. 'verbose' will show
> RealName and EmailAddress.
> 
> =cut
> 
> #Set($UsernameFormat, "concise");
> Set($UsernameFormat, "verbose");
> 
> =item C<$WebBaseURL>, C<$WebURL>
> 
> Usually you don't want to set these options. The only obvious reason
> is if RT is accessible via https protocol on a non standard port, e.g.
> 'https://rt.example.com:9999'. In all other cases these options are
> computed using C<$WebDomain>, C<$WebPort> and C<$WebPath>.
> 
> C<$WebBaseURL> is the scheme, server and port
> (e.g. 'http://rt.example.com') for constructing URLs to the web
> UI. C<$WebBaseURL> doesn't need a trailing /.
> 
> C<$WebURL> is the C<$WebBaseURL>, C<$WebPath> and trailing /, for
> example: 'http://www.example.com/rt/'.
> 
> =cut
> 
> my $port = RT->Config->Get('WebPort');
> Set($WebBaseURL,
>     ($port == 443? 'https': 'http') .'://'
>     . RT->Config->Get('WebDomain')
>     . ($port != 80 && $port != 443? ":$port" : '')
> );
> 
> Set($WebURL, RT->Config->Get('WebBaseURL') . RT->Config->Get('WebPath') . "/");
> 
> =item C<$WebImagesURL>
> 
> C<$WebImagesURL> points to the base URL where RT can find its images.
> Define the directory name to be used for images in RT web documents.
> 
> =cut
> 
> Set($WebImagesURL, RT->Config->Get('WebPath') . "/NoAuth/images/");
> 
> =item C<$LogoURL>
> 
> C<$LogoURL> points to the URL of the RT logo displayed in the web UI.
> This can also be configured via the web UI.
> 
> =cut
> 
> Set($LogoURL, RT->Config->Get('WebImagesURL') . "bpslogo.png");
> 
> =item C<$LogoLinkURL>
> 
> C<$LogoLinkURL> is the URL that the RT logo hyperlinks to.
> 
> =cut
> 
> Set($LogoLinkURL, "http://bestpractical.com");
> 
> =item C<$LogoAltText>
> 
> C<$LogoAltText> is a string of text for the alt-text of the logo. It
> will be passed through C for localization.
> 
> =cut
> 
> Set($LogoAltText, "Best Practical Solutions, LLC corporate logo");
> 
> =item C<$LogoImageHeight>
> 
> C<$LogoImageHeight> is the value of the C attribute of the logo
> C tag.
> 
> =cut
> 
> Set($LogoImageHeight, 38);
> 
> =item C<$LogoImageWidth>
> 
> C<$LogoImageWidth> is the value of the C attribute of the logo
> C tag.
> 
> =cut
> 
> Set($LogoImageWidth, 181);
> 
> =item C<$WebNoAuthRegex>
> 
> What portion of RT's URL space should not require authentication.  The
> default is almost certainly correct, and should only be changed if you
> are extending RT.
> 
> =cut
> 
> Set($WebNoAuthRegex, qr{^ (?:/+NoAuth/ | /+REST/\d+\.\d+/NoAuth/) }x );
> 
> =item C<$SelfServiceRegex>
> 
> What portion of RT's URLspace should be accessible to Unprivileged
> users This does not override the redirect from F
> to F when Unprivileged users attempt to
> access ticked displays.
> 
> =cut
> 
> Set($SelfServiceRegex, qr!^(?:/+SelfService/)!x );
> 
> =item C<$WebFlushDbCacheEveryRequest>
> 
> By default, RT clears its database cache after every page view.  This
> ensures that you've always got the most current information when
> working in a multi-process (mod_perl or FastCGI) Environment.  Setting
> C<$WebFlushDbCacheEveryRequest> to 0 will turn this off, which will
> speed RT up a bit, at the expense of a tiny bit of data accuracy.
> 
> =cut
> 
> Set($WebFlushDbCacheEveryRequest, 1);
> 
> =item C<%ChartFont>
> 
> The L module (which RT uses for graphs) ships with a built-in font
> that doesn't have full Unicode support. You can use a given TrueType
> font for a specific language by setting %ChartFont to (language =E
> the absolute path of a font) pairs. Your GD library must have support
> for TrueType fonts to use this option. If there is no entry for a
> language in the hash then font with 'others' key is used.
> 
> RT comes with two TrueType fonts covering most available languages.
> 
> =cut
> 
> Set(
>     %ChartFont,
>     'zh-cn'  => "$RT::BasePath/share/fonts/DroidSansFallback.ttf",
>     'zh-tw'  => "$RT::BasePath/share/fonts/DroidSansFallback.ttf",
>     'ja'     => "$RT::BasePath/share/fonts/DroidSansFallback.ttf",
>     'others' => "$RT::BasePath/share/fonts/DroidSans.ttf",
> );
> 
> =item C<$ChartsTimezonesInDB>
> 
> RT stores dates using the UTC timezone in the DB, so charts grouped by
> dates and time are not representative. Set C<$ChartsTimezonesInDB> to 1
> to enable timezone conversions using your DB's capabilities. You may
> need to do some work on the DB side to use this feature, read more in
> F.
> 
> At this time, this feature only applies to MySQL and PostgreSQL.
> 
> =cut
> 
> Set($ChartsTimezonesInDB, 0);
> 
> =back
> 
> 
> 
> =head2 Home page
> 
> =over 4
> 
> =item C<$DefaultSummaryRows>
> 
> C<$DefaultSummaryRows> is default number of rows displayed in for
> search results on the front page.
> 
> =cut
> 
> Set($DefaultSummaryRows, 10);
> 
> =item C<$HomePageRefreshInterval>
> 
> C<$HomePageRefreshInterval> is default number of seconds to refresh
> the RT home page. Choose from [0, 120, 300, 600, 1200, 3600, 7200].
> 
> =cut
> 
> Set($HomePageRefreshInterval, 0);
> 
> =item C<$HomepageComponents>
> 
> C<$HomepageComponents> is an arrayref of allowed components on a
> user's customized homepage ("RT at a glance").
> 
> =cut
> 
> Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards SavedSearches)]);
> 
> =back
> 
> 
> 
> 
> =head2 Ticket search
> 
> =over 4
> 
> =item C<$UseSQLForACLChecks>
> 
> Historically, ACLs were checked on display, which could lead to empty
> search pages and wrong ticket counts.  Set C<$UseSQLForACLChecks> to 1
> to limit search results in SQL instead, which eliminates these
> problems.
> 
> This option is still relatively new; it may result in performance
> problems in some cases, or significant speedups in others.
> 
> =cut
> 
> Set($UseSQLForACLChecks, undef);
> 
> =item C<$TicketsItemMapSize>
> 
> On the display page of a ticket from search results, RT provides links
> to the first, next, previous and last ticket from the results.  In
> order to build these links, RT needs to fetch the full result set from
> the database, which can be resource-intensive.
> 
> Set C<$TicketsItemMapSize> to number of tickets you want RT to examine
> to build these links. If the full result set is larger than this
> number, RT will omit the "last" link in the menu.  Set this to zero to
> always examine all results.
> 
> =cut
> 
> Set($TicketsItemMapSize, 1000);
> 
> =item C<$SearchResultsRefreshInterval>
> 
> C<$SearchResultsRefreshInterval> is default number of seconds to
> refresh search results in RT. Choose from [0, 120, 300, 600, 1200,
> 3600, 7200].
> 
> =cut
> 
> Set($SearchResultsRefreshInterval, 0);
> 
> =item C<$DefaultSearchResultFormat>
> 
> C<$DefaultSearchResultFormat> is the default format for RT search
> results
> 
> =cut
> 
> Set ($DefaultSearchResultFormat, qq{
>    '__id__/TITLE:#',
>    '__Subject__/TITLE:Subject',
>    Status,
>    QueueName,
>    OwnerName,
>    Priority,
>    '__NEWLINE__',
>    '',
>    '__Requestors__',
>    '__CreatedRelative__',
>    '__ToldRelative__',
>    '__LastUpdatedRelative__',
>    '__TimeLeft__'});
> 
> =item C<$DefaultSelfServiceSearchResultFormat>
> 
> C<$DefaultSelfServiceSearchResultFormat> is the default format of
> searches displayed in the SelfService interface.
> 
> =cut
> 
> Set($DefaultSelfServiceSearchResultFormat, qq{
>    '__id__/TITLE:#',
>    '__Subject__/TITLE:Subject',
>    Status,
>    Requestors,
>    OwnerName});
> 
> =item C<%FullTextSearch>
> 
> Full text search (FTS) without database indexing is a very slow
> operation, and is thus disabled by default.
> 
> Before setting C to 1, read F for
> the full details of FTS on your particular database.
> 
> It is possible to enable FTS without database indexing support, simply
> by setting the C key to 1, while leaving C set to 0.
> This is not generally suggested, as unindexed full-text searching can
> cause severe performance problems.
> 
> =cut
> 
> Set(%FullTextSearch,
>     Enable  => 0,
>     Indexed => 0,
> );
> 
> 
> =item C<$OnlySearchActiveTicketsInSimpleSearch>
> 
> When query in simple search doesn't have status info, use this to only
> search active ones.
> 
> =cut
> 
> Set($OnlySearchActiveTicketsInSimpleSearch, 1);
> 
> =item C<$SearchResultsAutoRedirect>
> 
> When only one ticket is found in search, use this to redirect to the
> ticket display page automatically.
> 
> =cut
> 
> Set($SearchResultsAutoRedirect, 0);
> 
> =back
> 
> 
> 
> =head2 Ticket display
> 
> =over 4
> 
> =item C<$ShowMoreAboutPrivilegedUsers>
> 
> This determines if the 'More about requestor' box on
> Ticket/Display.html is shown for Privileged Users.
> 
> =cut
> 
> Set($ShowMoreAboutPrivilegedUsers, 0);
> 
> =item C<$MoreAboutRequestorTicketList>
> 
> This can be set to Active, Inactive, All or None.  It controls what
> ticket list will be displayed in the 'More about requestor' box on
> Ticket/Display.html.  This option can be controlled by users also.
> 
> =cut
> 
> Set($MoreAboutRequestorTicketList, "Active");
> 
> =item C<$MoreAboutRequestorExtraInfo>
> 
> By default, the 'More about requestor' box on Ticket/Display.html
> shows the Requestor's name and ticket list.  If you would like to see
> extra information about the user, this expects a Format string of user
> attributes.  Please note that not all the attributes are supported in
> this display because we're not building a table.
> 
> =cut
> 
> Set($MoreAboutRequestorExtraInfo, "");
> 
> =item C<$MoreAboutRequestorGroupsLimit>
> 
> By default, the 'More about requestor' box on Ticket/Display.html
> shows all the groups of the Requestor.  Use this to limit the number
> of groups; a value of undef removes the group display entirely.
> 
> =cut
> 
> Set($MoreAboutRequestorGroupsLimit, 0);
> 
> =item C<$UseSideBySideLayout>
> 
> Should the ticket create and update forms use a more space efficient
> two column layout.  This layout may not work in narrow browsers if you
> set a MessageBoxWidth (below).
> 
> =cut
> 
> Set($UseSideBySideLayout, 1);
> 
> =item C<$EditCustomFieldsSingleColumn>
> 
> When displaying a list of Ticket Custom Fields for editing, RT
> defaults to a 2 column list.  If you set this to 1, it will instead
> display the Custom Fields in a single column.
> 
> =cut
> 
> Set($EditCustomFieldsSingleColumn, 0);
> 
> =item C<$ShowUnreadMessageNotifications>
> 
> If set to 1, RT will prompt users when there are new,
> unread messages on tickets they are viewing.
> 
> =cut
> 
> Set($ShowUnreadMessageNotifications, 0);
> 
> =item C<$AutocompleteOwners>
> 
> If set to 1, the owner drop-downs for ticket update/modify and the query
> builder are replaced by text fields that autocomplete.  This can
> alleviate the sometimes huge owner list for installations where many
> users have the OwnTicket right.
> 
> =cut
> 
> Set($AutocompleteOwners, 0);
> 
> =item C<$UserAutocompleteFields>
> 
> Specifies which fields of L to match against and how to
> match each field when autocompleting users.  Valid match methods are
> LIKE, STARTSWITH, ENDSWITH, =, and !=.
> 
> =cut
> 
> Set($UserAutocompleteFields, {
>     EmailAddress => 'STARTSWITH',
>     Name         => 'STARTSWITH',
>     RealName     => 'LIKE',
> });
> 
> =item C<$AllowUserAutocompleteForUnprivileged>
> 
> Should unprivileged users be allowed to autocomplete users.  Setting
> this option to 1 means unprivileged users will be able to search all
> your users.
> 
> =cut
> 
> Set($AllowUserAutocompleteForUnprivileged, 0);
> 
> =item C<$DisplayTicketAfterQuickCreate>
> 
> Enable this to redirect to the created ticket display page
> automatically when using QuickCreate.
> 
> =cut
> 
> Set($DisplayTicketAfterQuickCreate, 0);
> 
> =item C<$WikiImplicitLinks>
> 
> Support implicit links in WikiText custom fields?  Setting this to 1
> causes InterCapped or ALLCAPS words in WikiText fields to automatically
> become links to searches for those words.  If used on Articles, it links
> to the Article with that name.
> 
> =cut
> 
> Set($WikiImplicitLinks, 0);
> 
> =item C<$PreviewScripMessages>
> 
> Set C<$PreviewScripMessages> to 1 if the scrips preview on the ticket
> reply page should include the content of the messages to be sent.
> 
> =cut
> 
> Set($PreviewScripMessages, 0);
> 
> =item C<$SimplifiedRecipients>
> 
> If C<$SimplifiedRecipients> is set, a simple list of who will receive
> B kind of mail will be shown on the ticket reply page, instead of a
> detailed breakdown by scrip.
> 
> =cut
> 
> Set($SimplifiedRecipients, 0);
> 
> =back
> 
> 
> 
> =head2 Articles
> 
> =over 4
> 
> =item C<$ArticleOnTicketCreate>
> 
> Set this to 1 to display the Articles interface on the Ticket Create
> page in addition to the Reply/Comment page.
> 
> =cut
> 
> Set($ArticleOnTicketCreate, 0);
> 
> =item C<$HideArticleSearchOnReplyCreate>
> 
> Set this to 1 to hide the search and include boxes from the Article
> UI.  This assumes you have enabled Article Hotlist feature, otherwise
> you will have no access to Articles.
> 
> =cut
> 
> Set($HideArticleSearchOnReplyCreate, 0);
> 
> =back
> 
> 
> 
> =head2 Message box properties
> 
> =over 4
> 
> =item C<$MessageBoxWidth>, C<$MessageBoxHeight>
> 
> For message boxes, set the entry box width, height and what type of
> wrapping to use.  These options can be overridden by users in their
> preferences.
> 
> When the width is set to undef, no column count is specified and the
> message box will take up 100% of the available width.  Combining this
> with HARD messagebox wrapping (below) is not recommended, as it will
> lead to inconsistent width in transactions between browsers.
> 
> These settings only apply to the non-RichText message box.  See below
> for Rich Text settings.
> 
> =cut
> 
> Set($MessageBoxWidth, undef);
> Set($MessageBoxHeight, 15);
> 
> =item C<$MessageBoxWrap>
> 
> Wrapping is disabled when using MessageBoxRichText because of a bad
> interaction between IE and wrapping with the Rich Text Editor.
> 
> =cut
> 
> Set($MessageBoxWrap, "SOFT");
> 
> =item C<$MessageBoxRichText>
> 
> Should "rich text" editing be enabled? This option lets your users
> send HTML email messages from the web interface.
> 
> =cut
> 
> Set($MessageBoxRichText, 1);
> 
> =item C<$MessageBoxRichTextHeight>
> 
> Height of rich text JavaScript enabled editing boxes (in pixels)
> 
> =cut
> 
> Set($MessageBoxRichTextHeight, 200);
> 
> =item C<$MessageBoxIncludeSignature>
> 
> Should your users' signatures (from their Preferences page) be
> included in Comments and Replies.
> 
> =cut
> 
> Set($MessageBoxIncludeSignature, 1);
> 
> =item C<$MessageBoxIncludeSignatureOnComment>
> 
> Should your users' signatures (from their Preferences page) be
> included in Comments. Setting this to false overrides
> C<$MessageBoxIncludeSignature>.
> 
> =cut
> 
> Set($MessageBoxIncludeSignatureOnComment, 1);
> 
> =back
> 
> 
> =head2 Transaction display
> 
> =over 4
> 
> =item C<$OldestTransactionsFirst>
> 
> By default, RT shows newest transactions at the bottom of the ticket
> history page, if you want see them at the top set this to 0.  This
> option can be overridden by users in their preferences.
> 
> =cut
> 
> Set($OldestTransactionsFirst, 1);
> 
> =item C<$DeferTransactionLoading>
> 
> When set, defers loading ticket history until the user clicks a link.
> This should end up serving pages to users quicker, since generating
> all the HTML for transaction history can be slow for long tickets.
> 
> =cut
> 
> # Set($DeferTransactionLoading, 1);
> 
> =item C<$ShowBccHeader>
> 
> By default, RT hides from the web UI information about blind copies
> user sent on reply or comment.
> 
> =cut
> 
> Set($ShowBccHeader, 0);
> 
> =item C<$TrustHTMLAttachments>
> 
> If C is not defined, we will display them as
> text. This prevents malicious HTML and JavaScript from being sent in a
> request (although there is probably more to it than that)
> 
> =cut
> 
> Set($TrustHTMLAttachments, undef);
> 
> =item C<$AlwaysDownloadAttachments>
> 
> Always download attachments, regardless of content type. If set, this
> overrides C.
> 
> =cut
> 
> Set($AlwaysDownloadAttachments, undef);
> 
> =item C<$AttachmentUnits>
> 
> Controls the units (kilobytes or bytes) that attachment sizes use for
> display. The default is to display kilobytes if the attachment is
> larger than 1024 bytes, bytes otherwise. If you set
> C<$AttachmentUnits> to C<'k'> then attachment sizes will always be
> displayed in kilobytes. If set to C<'b'>, then sizes will be bytes.
> 
> =cut
> 
> Set($AttachmentUnits, undef);
> 
> =item C<$PreferRichText>
> 
> If C<$PreferRichText> is set to 1, RT will show HTML/Rich text messages
> in preference to their plain-text alternatives. RT "scrubs" the HTML to
> show only a minimal subset of HTML to avoid possible contamination by
> cross-site-scripting attacks.
> 
> =cut
> 
> Set($PreferRichText, undef);
> 
> =item C<$MaxInlineBody>
> 
> C<$MaxInlineBody> is the maximum attachment size that we want to see
> inline when viewing a transaction.  RT will inline any text if the
> value is undefined or 0.  This option can be overridden by users in
> their preferences.
> 
> =cut
> 
> Set($MaxInlineBody, 12000);
> 
> =item C<$ShowTransactionImages>
> 
> By default, RT shows images attached to incoming (and outgoing) ticket
> updates inline. Set this variable to 0 if you'd like to disable that
> behavior.
> 
> =cut
> 
> Set($ShowTransactionImages, 1);
> 
> =item C<$PlainTextPre>
> 
> Normally plaintext attachments are displayed as HTML with line breaks
> preserved.  This causes space- and tab-based formatting not to be
> displayed correctly.  By setting $PlainTextPre messages will be
> displayed using ; this option overrides C<$PlainTextMono>.
> 
> =cut
> 
> Set($PlainTextPre, 0);
> 
> 
> =item C<$PlainTextMono>
> 
> Set C<$PlainTextMono> to 1 to use monospaced font and preserve
> formatting; unlike C<$PlainTextPre>, the text will wrap to fit width
> of the browser window.
> 
> =cut
> 
> Set($PlainTextMono, 0);
> 
> =item C<$SuppressInlineTextFiles>
> 
> If C<$SuppressInlineTextFiles> is set to 1, then uploaded text files
> (text-type attachments with file names) are prevented from being
> displayed in-line when viewing a ticket's history.
> 
> =cut
> 
> Set($SuppressInlineTextFiles, undef);
> 
> 
> =item C<@Active_MakeClicky>
> 
> MakeClicky detects various formats of data in headers and email
> messages, and extends them with supporting links.  By default, RT
> provides two formats:
> 
> * 'httpurl': detects http:// and https:// URLs and adds '[Open URL]'
>   link after the URL.
> 
> * 'httpurl_overwrite': also detects URLs as 'httpurl' format, but
>   replaces the URL with a link and *adds spaces* into the text if it
>   is longer then 30 characters. This allows the browser to wrap long
>   URLs and avoid horizontal scrolling.
> 
> See F for documentation on how to add
> your own styles of link detection.
> 
> =cut
> 
> Set(@Active_MakeClicky, qw());
> 
> =back
> 
> 
> 
> =head1 Application logic
> 
> =over 4
> 
> =item C<$ParseNewMessageForTicketCcs>
> 
> If C<$ParseNewMessageForTicketCcs> is set to 1, RT will attempt to
> divine Ticket 'Cc' watchers from the To and Cc lines of incoming
> messages.  Be forewarned that if you have I addresses which forward
> mail to RT automatically and you enable this option without modifying
> C<$RTAddressRegexp> below, you will get yourself into a heap of trouble.
> 
> =cut
> 
> Set($ParseNewMessageForTicketCcs, undef);
> 
> =item C<$UseTransactionBatch>
> 
> Set C<$UseTransactionBatch> to 1 to execute transactions in batches,
> such that a resolve and comment (for example) would happen
> simultaneously, instead of as two transactions, unaware of each
> others' existence.
> 
> =cut
> 
> Set($UseTransactionBatch, 1);
> 
> =item C<$StrictLinkACL>
> 
> When this feature is enabled a user needs I rights on
> both tickets to link them together; otherwise, I rights
> on either of them is sufficient.
> 
> =cut
> 
> Set($StrictLinkACL, 1);
> 
> =item C<$RedistributeAutoGeneratedMessages>
> 
> Should RT redistribute correspondence that it identifies as machine
> generated?  A 1 will do so; setting this to 0 will cause no
> such messages to be redistributed.  You can also use 'privileged' (the
> default), which will redistribute only to privileged users. This helps
> to protect against malformed bounces and loops caused by auto-created
> requestors with bogus addresses.
> 
> =cut
> 
> Set($RedistributeAutoGeneratedMessages, "privileged");
> 
> =item C<$ApprovalRejectionNotes>
> 
> Should rejection notes from approvals be sent to the requestors?
> 
> =back
> 
> =cut
> 
> Set($ApprovalRejectionNotes, 1);
> 
> =head1 Extra security
> 
> =over 4
> 
> This is a list of extra security measures to enable that help keep your RT
> safe.  If you don't know what these mean, you should almost certainly leave the
> defaults alone.
> 
> =item C<$DisallowExecuteCode>
> 
> If set to a true value, the C right will be removed from
> all users, B the superuser.  This is intended for when RT is
> installed into a shared environment where even the superuser should not
> be allowed to run arbitrary Perl code on the server via scrips.
> 
> =cut
> 
> Set($DisallowExecuteCode, 0);
> 
> =item C<$Framebusting>
> 
> If set to a false value, framekiller javascript will be disabled and the
> X-Frame-Options: DENY header will be suppressed from all responses.
> This disables RT's clickjacking protection.
> 
> =cut
> 
> Set($Framebusting, 1);
> 
> =back
> 
> =head1 Authorization and user configuration
> 
> =over 4
> 
> =item C<$WebExternalAuth>
> 
> If C<$WebExternalAuth> is defined, RT will defer to the environment's
> REMOTE_USER variable.
> 
> =cut
> 
> Set($WebExternalAuth, undef);
> 
> =item C<$WebExternalAuthContinuous>
> 
> If C<$WebExternalAuthContinuous> is defined, RT will check for the
> REMOTE_USER on each access.  If you would prefer this to only happen
> once (at initial login) set this to a false value.  The default
> setting will help ensure that if your external authentication system
> deauthenticates a user, RT notices as soon as possible.
> 
> =cut
> 
> Set($WebExternalAuthContinuous, 1);
> 
> =item C<$WebFallbackToInternalAuth>
> 
> If C<$WebFallbackToInternalAuth> is defined, the user is allowed a
> chance of fallback to the login screen, even if REMOTE_USER failed.
> 
> =cut
> 
> Set($WebFallbackToInternalAuth, undef);
> 
> =item C<$WebExternalGecos>
> 
> C<$WebExternalGecos> means to match 'gecos' field as the user
> identity); useful with mod_auth_pwcheck and IIS Integrated Windows
> logon.
> 
> =cut
> 
> Set($WebExternalGecos, undef);
> 
> =item C<$WebExternalAuto>
> 
> C<$WebExternalAuto> will create users under the same name as
> REMOTE_USER upon login, if it's missing in the Users table.
> 
> =cut
> 
> Set($WebExternalAuto, undef);
> 
> =item C<$AutoCreate>
> 
> If C<$WebExternalAuto> is set to 1, C<$AutoCreate> will be passed to
> User's Create method.  Use it to set defaults, such as creating
> Unprivileged users with C<{ Privileged => 0 }> This must be a hashref.
> 
> =cut
> 
> Set($AutoCreate, undef);
> 
> =item C<$WebSessionClass>
> 
> C<$WebSessionClass> is the class you wish to use for managing
> Sessions.  It defaults to use your SQL database, but if you are using
> MySQL 3.x and plans to use non-ascii Queue names, uncomment and add
> this line to F to prevent session corruption.
> 
> =cut
> 
> # Set($WebSessionClass, "Apache::Session::File");
> 
> =item C<$AutoLogoff>
> 
> By default, RT's user sessions persist until a user closes his or her
> browser. With the C<$AutoLogoff> option you can setup session lifetime
> in minutes. A user will be logged out if he or she doesn't send any
> requests to RT for the defined time.
> 
> =cut
> 
> Set($AutoLogoff, 0);
> 
> =item C<$LogoutRefresh>
> 
> The number of seconds to wait after logout before sending the user to
> the login page. By default, 1 second, though you may want to increase
> this if you display additional information on the logout page.
> 
> =cut
> 
> Set($LogoutRefresh, 1);
> 
> =item C<$WebSecureCookies>
> 
> By default, RT's session cookie isn't marked as "secure". Some web
> browsers will treat secure cookies more carefully than non-secure
> ones, being careful not to write them to disk, only sending them over
> an SSL secured connection, and so on. To enable this behavior, set
> C<$WebSecureCookies> to 1.  NOTE: You probably don't want to turn this
> on I users are only connecting via SSL encrypted HTTPS
> connections.
> 
> =cut
> 
> Set($WebSecureCookies, 0);
> 
> =item C<$MinimumPasswordLength>
> 
> C<$MinimumPasswordLength> defines the minimum length for user
> passwords. Setting it to 0 disables this check.
> 
> =cut
> 
> Set($MinimumPasswordLength, 5);
> 
> =back
> 
> 
> =head1 Internationalization
> 
> =over 4
> 
> =item C<@LexiconLanguages>
> 
> An array that contains languages supported by RT's
> internationalization interface.  Defaults to all *.po lexicons;
> setting it to C will make RT bilingual instead of
> multilingual, but will save some memory.
> 
> =cut
> 
> Set(@LexiconLanguages, qw(*));
> 
> =item C<@EmailInputEncodings>
> 
> An array that contains default encodings used to guess which charset
> an attachment uses, if it does not specify one explicitly.  All
> options must be recognized by L.  The first element may
> also be '*', which enables encoding detection using
> L, if installed.
> 
> =cut
> 
> Set(@EmailInputEncodings, qw(utf-8 iso-8859-1 us-ascii));
> 
> =item C<$EmailOutputEncoding>
> 
> The charset for localized email.  Must be recognized by Encode.
> 
> =cut
> 
> Set($EmailOutputEncoding, "utf-8");
> 
> =back
> 
> 
> 
> 
> 
> 
> 
> =head1 Date and time handling
> 
> =over 4
> 
> =item C<$DateTimeFormat>
> 
> You can choose date and time format.  See the "Output formatters"
> section in perldoc F for more options.  This option
> can be overridden by users in their preferences.
> 
> Some examples:
> 
> C
> C "ISO", Seconds => 0 });>
> C
> C "RFC2822", Seconds => 0, DayOfWeek => 0 });>
> 
> =cut
> 
> Set($DateTimeFormat, "DefaultFormat");
> 
> # Next two options are for Time::ParseDate
> 
> =item C<$DateDayBeforeMonth>
> 
> Set this to 1 if your local date convention looks like "dd/mm/yy"
> instead of "mm/dd/yy". Used only for parsing, not for displaying
> dates.
> 
> =cut
> 
> Set($DateDayBeforeMonth, 1);
> 
> =item C<$AmbiguousDayInPast>, C<$AmbiguousDayInFuture>
> 
> Should an unspecified day or year in a date refer to a future or a
> past value? For example, should a date of "Tuesday" default to mean
> the date for next Tuesday or last Tuesday? Should the date "March 1"
> default to the date for next March or last March?
> 
> Set C<$AmbiguousDayInPast> for the last date, or
> C<$AmbiguousDayInFuture> for the next date; the default is usually
> correct.  If both are set, C<$AmbiguousDayInPast> takes precedence.
> 
> =cut
> 
> Set($AmbiguousDayInPast, 0);
> Set($AmbiguousDayInFuture, 0);
> 
> =item C<$DefaultTimeUnitsToHours>
> 
> Use this to set the default units for time entry to hours instead of
> minutes.  Note that this only effects entry, not display.
> 
> =cut
> 
> Set($DefaultTimeUnitsToHours, 0);
> 
> =back
> 
> 
> 
> 
> =head1 GnuPG integration
> 
> A full description of the (somewhat extensive) GnuPG integration can
> be found by running the command `perldoc L` (or
> `perldoc lib/RT/Crypt/GnuPG.pm` from your RT install directory).
> 
> =over 4
> 
> =item C<%GnuPG>
> 
> Set C to 'inline' to use inline encryption and
> signatures instead of 'RFC' (GPG/MIME: RFC3156 and RFC1847) format.
> 
> If you want to allow people to encrypt attachments inside the DB then
> set C to 1.
> 
> Set C to false if you don't want to reject
> emails encrypted for key RT doesn't have and can not decrypt.
> 
> Set C to false if you don't want to reject letters
> with incorrect GnuPG data.
> 
> =cut
> 
> Set(%GnuPG,
>     Enable => 1,
>     OutgoingMessagesFormat => "RFC", # Inline
>     AllowEncryptDataInDB   => 0,
> 
>     RejectOnMissingPrivateKey => 1,
>     RejectOnBadData           => 1,
> );
> 
> =item C<%GnuPGOptions>
> 
> Options to pass to the GnuPG program.
> 
> If you override this in your RT_SiteConfig, you should be sure to
> include a homedir setting.
> 
> Note that options with '-' character MUST be quoted.
> 
> =cut
> 
> Set(%GnuPGOptions,
>     homedir => q{var/data/gpg},
> 
> # URL of a keyserver
> #    keyserver => 'hkp://subkeys.pgp.net',
> 
> # enables the automatic retrieving of keys when encrypting
> #    'auto-key-locate' => 'keyserver',
> 
> # enables the automatic retrieving of keys when verifying signatures
> #    'auto-key-retrieve' => undef,
> );
> 
> =back
> 
> 
> 
> =head1 Lifecycles
> 
> =head2 Lifecycle definitions
> 
> Each lifecycle is a list of possible statuses split into three logic
> sets: B, B and B. Each status in a
> lifecycle must be unique. (Statuses may not be repeated across sets.)
> Each set may have any number of statuses.
> 
> For example:
> 
>     default => {
>         initial  => ['new'],
>         active   => ['open', 'stalled'],
>         inactive => ['resolved', 'rejected', 'deleted'],
>         ...
>     },
> 
> Status names can be from 1 to 64 ASCII characters.  Statuses are
> localized using RT's standard internationalization and localization
> system.
> 
> =over 4
> 
> =item initial
> 
> You can define multiple B statuses for tickets in a given
> lifecycle.
> 
> RT will automatically set its B date when you change a
> ticket's status from an B state to an B or
> B status.
> 
> =item active
> 
> B tickets are "currently in play" - they're things that are
> being worked on and not yet complete.
> 
> =item inactive
> 
> B tickets are typically in their "final resting state".
> 
> While you're free to implement a workflow that ignores that
> description, typically once a ticket enters an inactive state, it will
> never again enter an active state.
> 
> RT will automatically set the B date when a ticket's status
> is changed from an B or B status to an B
> status.
> 
> B is still a special status and protected by the
> B right, unless you re-defined rights (read below). If
> you don't want to allow ticket deletion at any time simply don't
> include it in your lifecycle.
> 
> =back
> 
> Statuses in each set are ordered and listed in the UI in the defined
> order.
> 
> Changes between statuses are constrained by transition rules, as
> described below.
> 
> =head2 Default values
> 
> In some cases a default value is used to display in UI or in API when
> value is not provided. You can configure defaults using the following
> syntax:
> 
>     default => {
>         ...
>         defaults => {
>             on_create => 'new',
>             on_resolve => 'resolved',
>             ...
>         },
>     },
> 
> The following defaults are used.
> 
> =over 4
> 
> =item on_create
> 
> If you (or your code) doesn't specify a status when creating a ticket,
> RT will use the this status. See also L ticket creation>.
> 
> =item on_merge
> 
> When tickets are merged, the status of the ticket that was merged
> away is forced to this value.  It should be one of inactive statuses;
> 'resolved' or its equivalent is most probably the best candidate.
> 
> =item approved
> 
> When an approval is accepted, the status of depending tickets will
> be changed to this value.
> 
> =item denied
> 
> When an approval is denied, the status of depending tickets will
> be changed to this value.
> 
> =back
> 
> =head2 Transitions between statuses and UI actions
> 
> A B is a change of status from A to B. You should define
> all possible transitions in each lifecycle using the following format:
> 
>     default => {
>         ...
>         transitions => {
>             ''       => [qw(new open resolved)],
>             new      => [qw(open resolved rejected deleted)],
>             open     => [qw(stalled resolved rejected deleted)],
>             stalled  => [qw(open)],
>             resolved => [qw(open)],
>             rejected => [qw(open)],
>             deleted  => [qw(open)],
>         },
>         ...
>     },
> 
> =head3 Statuses available during ticket creation
> 
> By default users can create tickets with any status, except
> deleted. If you want to restrict statuses available during creation
> then describe transition from '' (empty string), like in the example
> above.
> 
> =head3 Protecting status changes with rights
> 
> A transition or group of transitions can be protected by a specific
> right.  Additionally, you can name new right names, which will be added
> to the system to control that transition.  For example, if you wished to
> create a lesser right than ModifyTicket for rejecting tickets, you could
> write:
> 
>     default => {
>         ...
>         rights => {
>             '* -> deleted'  => 'DeleteTicket',
>             '* -> rejected' => 'RejectTicket',
>             '* -> *'        => 'ModifyTicket',
>         },
>         ...
>     },
> 
> This would create a new C right in the system which you
> could assign to whatever groups you choose.
> 
> On the left hand side you can have the following variants:
> 
>     ' -> '
>     '* -> '
>     ' -> *'
>     '* -> *'
> 
> Valid transitions are listed in order of priority. If a user attempts
> to change a ticket's status from B to B then the lifecycle
> is checked for presence of an exact match, then for 'any to B',
> 'B to any' and finally 'any to any'.
> 
> If you don't define any rights, or there is no match for a transition,
> RT will use the B or B as appropriate.
> 
> =head3 Labeling and defining actions
> 
> For each transition you can define an action that will be shown in the
> UI; each action annotated with a label and an update type.
> 
> Each action may provide a default update type, which can be
> B, B, or absent. For example, you may want your
> staff to write a reply to the end user when they change status from
> B to B, and thus set the update to B.  Neither
> B nor B are mandatory, and user may leave the
> message empty, regardless of the update type.
> 
> This configuration can be used to accomplish what
> $ResolveDefaultUpdateType was used for in RT 3.8.
> 
> Use the following format to define labels and actions of transitions:
> 
>     default => {
>         ...
>         actions => [
>             'new -> open'     => { label => 'Open it', update => 'Respond' },
>             'new -> resolved' => { label => 'Resolve', update => 'Comment' },
>             'new -> rejected' => { label => 'Reject',  update => 'Respond' },
>             'new -> deleted'  => { label => 'Delete' },
> 
>             'open -> stalled'  => { label => 'Stall',   update => 'Comment' },
>             'open -> resolved' => { label => 'Resolve', update => 'Comment' },
>             'open -> rejected' => { label => 'Reject',  update => 'Respond' },
> 
>             'stalled -> open'  => { label => 'Open it' },
>             'resolved -> open' => { label => 'Re-open', update => 'Comment' },
>             'rejected -> open' => { label => 'Re-open', update => 'Comment' },
>             'deleted -> open'  => { label => 'Undelete' },
>         ],
>         ...
>     },
> 
> In addition, you may define multiple actions for the same transition.
> Alternately, you may use '* -> x' to match more than one transition.
> For example:
> 
>     default => {
>         ...
>         actions => [
>             ...
>             'new -> rejected' => { label => 'Reject', update => 'Respond' },
>             'new -> rejected' => { label => 'Quick Reject' },
>             ...
>             '* -> deleted' => { label => 'Delete' },
>             ...
>         ],
>         ...
>     },
> 
> =head2 Moving tickets between queues with different lifecycles
> 
> Unless there is an explicit mapping between statuses in two different
> lifecycles, you can not move tickets between queues with these
> lifecycles.  Such a mapping is defined as follows:
> 
>     __maps__ => {
>         'from lifecycle -> to lifecycle' => {
>             'status in left lifecycle' => 'status in right lifecycle',
>             ...
>         },
>         ...
>     },
> 
> =cut
> 
> Set(%Lifecycles,
>     default => {
>         initial         => [ 'new' ],
>         active          => [ 'open', 'stalled' ],
>         inactive        => [ 'resolved', 'rejected', 'deleted' ],
> 
>         defaults => {
>             on_create => 'new',
>             on_merge  => 'resolved',
>             approved  => 'open',
>             denied    => 'rejected',
>         },
> 
>         transitions => {
>             ''       => [qw(new open resolved)],
> 
>             # from   => [ to list ],
>             new      => [qw(open stalled resolved rejected deleted)],
>             open     => [qw(new stalled resolved rejected deleted)],
>             stalled  => [qw(new open rejected resolved deleted)],
>             resolved => [qw(new open stalled rejected deleted)],
>             rejected => [qw(new open stalled resolved deleted)],
>             deleted  => [qw(new open stalled rejected resolved)],
>         },
>         rights => {
>             '* -> deleted'  => 'DeleteTicket',
>             '* -> *'        => 'ModifyTicket',
>         },
>         actions => [
>             'new -> open'      => {
>                 label  => 'Open It', # loc
>                 update => 'Respond',
>             },
>             'new -> resolved'  => {
>                 label  => 'Resolve', # loc
>                 update => 'Comment',
>             },
>             'new -> rejected'  => {
>                 label  => 'Reject', # loc
>                 update => 'Respond',
>             },
>             'new -> deleted'   => {
>                 label  => 'Delete', # loc
>             },
> 
>             'open -> stalled'  => {
>                 label  => 'Stall', # loc
>                 update => 'Comment',
>             },
>             'open -> resolved' => {
>                 label  => 'Resolve', # loc
>                 update => 'Comment',
>             },
>             'open -> rejected' => {
>                 label  => 'Reject', # loc
>                 update => 'Respond',
>             },
> 
>             'stalled -> open'  => {
>                 label  => 'Open It', # loc
>             },
>             'resolved -> open' => {
>                 label  => 'Re-open', # loc
>                 update => 'Comment',
>             },
>             'rejected -> open' => {
>                 label  => 'Re-open', # loc
>                 update => 'Comment',
>             },
>             'deleted -> open'  => {
>                 label  => 'Undelete', # loc
>             },
>         ],
>     },
> # don't change lifecyle of the approvals, they are not capable to deal with
> # custom statuses
>     approvals => {
>         initial         => [ 'new' ],
>         active          => [ 'open', 'stalled' ],
>         inactive        => [ 'resolved', 'rejected', 'deleted' ],
> 
>         defaults => {
>             on_create => 'new',
>             on_merge => 'resolved',
>         },
> 
>         transitions => {
>             ''       => [qw(new open resolved)],
> 
>             # from   => [ to list ],
>             new      => [qw(open stalled resolved rejected deleted)],
>             open     => [qw(new stalled resolved rejected deleted)],
>             stalled  => [qw(new open rejected resolved deleted)],
>             resolved => [qw(new open stalled rejected deleted)],
>             rejected => [qw(new open stalled resolved deleted)],
>             deleted  => [qw(new open stalled rejected resolved)],
>         },
>         rights => {
>             '* -> deleted'  => 'DeleteTicket',
>             '* -> rejected' => 'ModifyTicket',
>             '* -> *'        => 'ModifyTicket',
>         },
>         actions => [
>             'new -> open'      => {
>                 label  => 'Open It', # loc
>                 update => 'Respond',
>             },
>             'new -> resolved'  => {
>                 label  => 'Resolve', # loc
>                 update => 'Comment',
>             },
>             'new -> rejected'  => {
>                 label  => 'Reject', # loc
>                 update => 'Respond',
>             },
>             'new -> deleted'   => {
>                 label  => 'Delete', # loc
>             },
> 
>             'open -> stalled'  => {
>                 label  => 'Stall', # loc
>                 update => 'Comment',
>             },
>             'open -> resolved' => {
>                 label  => 'Resolve', # loc
>                 update => 'Comment',
>             },
>             'open -> rejected' => {
>                 label  => 'Reject', # loc
>                 update => 'Respond',
>             },
> 
>             'stalled -> open'  => {
>                 label  => 'Open It', # loc
>             },
>             'resolved -> open' => {
>                 label  => 'Re-open', # loc
>                 update => 'Comment',
>             },
>             'rejected -> open' => {
>                 label  => 'Re-open', # loc
>                 update => 'Comment',
>             },
>             'deleted -> open'  => {
>                 label  => 'Undelete', # loc
>             },
>         ],
>     },
> );
> 
> 
> 
> 
> 
> =head1 Administrative interface
> 
> =over 4
> 
> =item C<$ShowRTPortal>
> 
> RT can show administrators a feed of recent RT releases and other
> related announcements and information from Best Practical on the top
> level Configuration page.  This feature helps you stay up to date on
> RT security announcements and version updates.
> 
> RT provides this feature using an "iframe" on C
> which asks the administrator's browser to show an inline page from
> Best Practical's website.
> 
> If you'd rather not make this feature available to your
> administrators, set C<$ShowRTPortal> to a false value.
> 
> =cut
> 
> Set($ShowRTPortal, 1);
> 
> =item C<%AdminSearchResultFormat>
> 
> In the admin interface, format strings similar to tickets result
> formats are used. Use C<%AdminSearchResultFormat> to define the format
> strings used in the admin interface on a per-RT-class basis.
> 
> =cut
> 
> Set(%AdminSearchResultFormat,
>     Queues =>
>         q{'__id__/TITLE:#'}
>         .q{,'__Name__/TITLE:Name'}
>         .q{,__Description__,__Address__,__Priority__,__DefaultDueIn__,__Disabled__},
> 
>     Groups =>
>         q{'__id__/TITLE:#'}
>         .q{,'__Name__/TITLE:Name'}
>         .q{,'__Description__'},
> 
>     Users =>
>         q{'__id__/TITLE:#'}
>         .q{,'__Name__/TITLE:Name'}
>         .q{,__RealName__, __EmailAddress__},
> 
>     CustomFields =>
>         q{'__id__/TITLE:#'}
>         .q{,'__Name__/TITLE:Name'}
>         .q{,__AppliedTo__, __FriendlyType__, __FriendlyPattern__},
> 
>     Scrips =>
>         q{'__id__/TITLE:#'}
>         .q{,'__Description__/TITLE:Description'}
>         .q{,__Stage__, __Condition__, __Action__, __Template__},
> 
>     Templates =>
>         q{'__id__/TITLE:#'}
>         .q{,'__Name__/TITLE:Name'}
>         .q{,'__Description__'},
>     Classes =>
>         q{ '__id__/TITLE:#'}
>         .q{,'__Name__/TITLE:Name'}
>         .q{,__Description__},
> );
> 
> =back
> 
> 
> 
> 
> =head1 Development options
> 
> =over 4
> 
> =item C<$DevelMode>
> 
> RT comes with a "Development mode" setting.  This setting, as a
> convenience for developers, turns on several of development options
> that you most likely don't want in production:
> 
> =over 4
> 
> =item *
> 
> Uses L to reload changed Perl modules on each
> request.
> 
> =item *
> 
> Turns off Mason's C directive; this causes Mason to
> reload template files which have been modified on disk.
> 
> =item *
> 
> Turns on Mason's HTML C; this renders compilation errors
> to the browser, along with a full stack trace.  It is possible for
> stack traces to reveal sensitive information such as passwords or
> ticket content.
> 
> =item *
> 
> Turns off caching of callbacks; this enables additional callbacks to
> be added while the server is running.
> 
> =back
> 
> =cut
> 
> Set($DevelMode, "0");
> 
> 
> =item C<$RecordBaseClass>
> 
> What abstract base class should RT use for its records. You should
> probably never change this.
> 
> Valid values are C or
> C
> 
> =cut
> 
> Set($RecordBaseClass, "DBIx::SearchBuilder::Record::Cachable");
> 
> 
> =item C<@MasonParameters>
> 
> C<@MasonParameters> is the list of parameters for the constructor of
> HTML::Mason's Apache or CGI Handler.  This is normally only useful for
> debugging, e.g. profiling individual components with:
> 
>     use MasonX::Profiler; # available on CPAN
>     Set(@MasonParameters, (preamble => 'my $p = MasonX::Profiler->new($m, $r);'));
> 
> =cut
> 
> Set(@MasonParameters, ());
> 
> =item C<$StatementLog>
> 
> RT has rudimentary SQL statement logging support; simply set
> C<$StatementLog> to be the level that you wish SQL statements to be
> logged at.
> 
> Enabling this option will also expose the SQL Queries page in the
> Configuration -> Tools menu for SuperUsers.
> 
> =cut
> 
> Set($StatementLog, undef);
> 
> =back
> 
> 
> 
> 
> =head1 Deprecated options
> 
> =over 4
> 
> =item C<$LinkTransactionsRun1Scrip>
> 
> RT-3.4 backward compatibility setting. Add/Delete Link used to record
> one transaction and run one scrip. Set this value to 1 if you want
> only one of the link transactions to have scrips run.
> 
> =cut
> 
> Set($LinkTransactionsRun1Scrip, 0);
> 
> # The order in which the services defined in ExternalSettings
> # should be used to authenticate users. User is authenticated
> # if successfully confirmed by any service - no more services
> # are checked.
> Set($ExternalAuthPriority,  [   'My_LDAP',
>                                 'My_MySQL',
>                                 'My_SSO_Cookie'
>                             ]
> );
> 
> # The order in which the services defined in ExternalSettings
> # should be used to get information about users. This includes
> # RealName, Tel numbers etc, but also whether or not the user
> # should be considered disabled. 
> #
> # Once user info is found, no more services are checked.
> #
> # You CANNOT use a SSO cookie for authentication.
> Set($ExternalInfoPriority,  [   'My_MySQL',
>                                 'My_LDAP'
>                             ]
> );
> 
> # If this is set to true, then the relevant packages will
> # be loaded to use SSL/TLS connections. At the moment,
> # this just means "use Net::SSLeay;"
> Set($ExternalServiceUsesSSLorTLS,    0);
> 
> # If this is set to 1, then users should be autocreated by RT
> # as internal users if they fail to authenticate from an
> # external service.
> Set($AutoCreateNonExternalUsers,    1);
> 
> # These are the full settings for each external service as a HashOfHashes
> # Note that you may have as many external services as you wish. They will
> # be checked in the order specified in the Priority directives above.
> # e.g. 
> #   Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']);
> #
> Set($ExternalSettings,      {   
>                                 # AN EXAMPLE LDAP SERVICE
>                                 'My_LDAP'       =>  {   ## GENERIC SECTION
>                                                         # The type of service (db/ldap/cookie) 
>                                                         'type'                      =>  'ldap',
>                                                         # The server hosting the service
>                                                         'server'                    =>  'ldap01.example.com',
>                                                         ## SERVICE-SPECIFIC SECTION
>                                                         # If you can bind to your LDAP server anonymously you should 
>                                                         # remove the user and pass config lines, otherwise specify them here:
>                                                         # 
>                                                         # The username RT should use to connect to the LDAP server 
>                                                         #'user'                      =>  'uid=Dunphy,ou=People,cn=mlbam,cn=com',
>                                                         # The password RT should use to connect to the LDAP server
>                                                         #'pass'                    =>  'secret',
>                                                         #
>                                                         # The LDAP search base
>                                                         'base'                      =>  'ou=People,dc=example,dc=com',
>                                                         #
>                                                         # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
>                                                         # YOU **MUST** SPECIFY A filter AND A d_filter!!
>                                                         #
>                                                         # The filter to use to match RT-Users
>                                                         'filter'                    =>  '(objectclass=*)',
>                                                         # A catch-all example filter: '(objectClass=*)'
>                                                         #
>                                                         # The filter that will only match disabled users
>                                                         'd_filter'                  =>  '(objectClass=FooBarBaz)',
>                                                         # A catch-none example d_filter: '(objectClass=FooBarBaz)'
>                                                         #
>                                                         # Should we try to use TLS to encrypt connections?
>                                                         'tls'                       =>  0,
>                                                         # SSL Version to provide to Net::SSLeay *if* using SSL
>                                                         #'ssl_version'               =>  2,
>                                                         # What other args should I pass to Net::LDAP->new($host, at args)?
>                                                         'net_ldap_args'             => [    version =>  3   ],
>                                                         # Does authentication depend on group membership? What group name?
>                                                         #'group'                     =>  'RTUsers',
>                                                         # What is the attribute for the group object that determines membership?
>                                                         #'group_attr'                =>  'cn',
>                                                         ## RT ATTRIBUTE MATCHING SECTION
>                                                         # The list of RT attributes that uniquely identify a user
> 							# This example shows what you *can* specify.. I recommend reducing this
>                                                         # to just the Name and EmailAddress to save encountering problems later.
>                                                         'attr_match_list'           => [    'Name',
>                                                                                             'EmailAddress', 
>                                                                                         ],
>                                                         # The mapping of RT attributes on to LDAP attributes
>                                                         'attr_map'                  =>  {   'Name' => 'uid',
>                                                                                             'EmailAddress' => 'mail',
>                                                                                         }
>                                                     },
>                                 # An example SSO cookie service
>                                 'My_SSO_Cookie'  => {   # # The type of service (db/ldap/cookie)
>                                                         'type'                      =>  'cookie',
>                                                         # The name of the cookie to be used
>                                                         'name'                      =>  'loginCookieValue',
>                                                         # The users table
>                                                         'u_table'                   =>  'users',
>                                                         # The username field in the users table
>                                                         'u_field'                   =>  'username',
>                                                         # The field in the users table that uniquely identifies a user
>                                                         # and also exists in the cookies table
>                                                         'u_match_key'               =>  'userID',
>                                                         # The cookies table
>                                                         'c_table'                   =>  'login_cookie',
>                                                         # The field that stores cookie values
>                                                         'c_field'                   =>  'loginCookieValue',
>                                                         # The field in the cookies table that uniquely identifies a user
>                                                         # and also exists in the users table
>                                                         'c_match_key'               =>  'loginCookieUserID',
>                                                         # The DB service in this configuration to use to lookup the cookie information
>                                                         'db_service_name'           =>  'My_MySQL'
>                                                     }
>                                 }
> );
> 
> 1;
> 
> 
> Set($LogToFile,      'debug');
> Set($LogToFileNamed, 'rt.log');
> Set($LogDir,         '/usr/local/rt4/var/log');
> 
> 1;
> 
> 
> 
> ---------
> 
> 
> thank you very much for any advice you may have!
> 
> tim
> 
> 
> 
>  
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston ? March 5 & 6, 2012

From bmartins at galileu.pt  Thu Feb  2 11:21:48 2012
From: bmartins at galileu.pt (Bruno Martins)
Date: Thu, 2 Feb 2012 16:21:48 +0000
Subject: [rt-users] Problem configuring AD integration
Message-ID: <1510549EAAD18048862A0BB9D645881234743B@WISEXC02.wiseplatforms.local>

Hello guys,

I'm having the following error when logging in with any Active Directory user on RT:

Can't call method "as_string" on an undefined value at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 304.

I've followed instructions at http://requesttracker.wikia.com/wiki/ExternalAuth to set this up.

My /opt/rt4/etc/RT_SiteConfig.pm is as follows:

Set( $DatabaseUser, 'rt_user' );
Set( $CorrespondAddress, '' );
Set( $rtname, 'galileu.pt' );
Set( $DatabaseRequireSSL, '' );
Set( $WebPort, '8080' );
Set( $Organization, 'galileu.pt' );
Set( $DatabaseType, 'mysql' );
Set( $DatabasePort, '' );
Set( $DatabasePassword, 'db_password' );
Set( $DatabaseAdmin, 'root' );
Set( $SendmailPath, '/usr/sbin/sendmail' );
Set( $WebDomain, 'debian' );
Set( $DatabaseAdminPassword, 'db_password' );
Set( $CommentAddress, '' );
Set( $DatabaseHost, 'localhost' );
Set( $DatabaseName, 'rt4' );
Set( $OwnerEmail, 'root at localhost' );
Set( @Plugins, qw(RT::Authen::ExternalAuth) );

Set($ExternalAuthPriority,  [   'My_LDAP',
                                'My_MySQL',
                                'My_SSO_Cookie'
                            ]
);

Set($ExternalInfoPriority,  [   'My_MySQL',
                                'My_LDAP'
                            ]
);

Set($ExternalServiceUsesSSLorTLS,    0);

Set($AutoCreateNonExternalUsers,    0);

Set($ExternalSettings,      {   # AN EXAMPLE DB SERVICE
                                'My_MySQL'   =>  {      ## GENERIC SECTION
                                                        # The type of service (db/ldap/cookie) 
                                                        'type'                      =>  'db',
                                                        # The server hosting the service
                                                        'server'                    =>  'localhost',
                                                        ## SERVICE-SPECIFIC SECTION
                                                        # The database name
                                                        'database'                  =>  'rt4',
                                                        # The database table
                                                        'table'                     =>  'USERS_TABLE',
                                                        # The user to connect to the database as
                                                        'user'                      =>  'DB_USER',
                                                        # The password to use to connect with
                                                        'pass'                      =>  'DB_PASS',
                                                        # The port to use to connect with (e.g. 3306)
                                                        'port'                      =>  'DB_PORT',
                                                        # The name of the Perl DBI driver to use (e.g. mysql)
                                                        'dbi_driver'                =>  'DBI_DRIVER',
                                                        # The field in the table that holds usernames
                                                        'u_field'                   =>  'username',
                                                        # The field in the table that holds passwords
                                                        'p_field'                   =>  'password',
                                                        # The Perl package & subroutine used to encrypt passwords
                                                        # e.g. if the passwords are stored using the MySQL v3.23 "PASSWORD"
                                                        # function, then you will need Crypt::MySQL::password, but for the
                                                        # MySQL4+ password function you will need Crypt::MySQL::password41
                                                        # Alternatively, you could use Digest::MD5::md5_hex or any other
                                                        # encryption subroutine you can load in your perl installation
                                                        'p_enc_pkg'                 =>  'Crypt::MySQL',
                                                        'p_enc_sub'                 =>  'password',
                                                        # If your p_enc_sub takes a salt as a second parameter, 
                                                        # uncomment this line to add your salt
                                                        #'p_salt'                    =>  'SALT',
                                                        #
                                                        # The field and values in the table that determines if a user should
                                                        # be disabled. For example, if the field is 'user_status' and the values
                                                        # are ['0','1','2','disabled'] then the user will be disabled if their
                                                        # user_status is set to '0','1','2' or the string 'disabled'.
                                                        # Otherwise, they will be considered enabled.
                                                        'd_field'                   =>  'disabled',
                                                        'd_values'                  =>  ['0'],
                                                        ## RT ATTRIBUTE MATCHING SECTION
                                                        # The list of RT attributes that uniquely identify a user
                                                        'attr_match_list'           =>  [   'Gecos',
                                                                                            'Name'
                                                                                        ],
                                                        # The mapping of RT attributes on to field names
                                                        'attr_map'                  =>  {   'Name' => 'username',
                                                                                            'EmailAddress' => 'email',
                                                                                            'ExternalAuthId' => 'username',
                                                                                            'Gecos' => 'userID'
                                                                                        }
                                                    },
                                # AN EXAMPLE LDAP SERVICE
                                'My_LDAP'       =>  {   ## GENERIC SECTION
                                                        # The type of service (db/ldap/cookie) 
                                                        'type'                      =>  'ldap',
                                                        # The server hosting the service
                                                        'server'                    =>  'jupiter.galileu-f.galileu.pt',
                                                        ## SERVICE-SPECIFIC SECTION
                                                        # If you can bind to your LDAP server anonymously you should 
                                                        # remove the user and pass config lines, otherwise specify them here:
                                                        # 
                                                        # The username RT should use to connect to the LDAP server 
                                                        'user'                      =>  'ldap_domainadmin',
                                                        # The password RT should use to connect to the LDAP server
                                                        'pass'                    =>  'ldap_password',
                                                        #
                                                        # The LDAP search base
                                                        'base'                      =>  'dc=galileu-f,dc=galileu,dc=pt',
                                                        #
                                                        # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
                                                        # YOU **MUST** SPECIFY A filter AND A d_filter!!
                                                        #
                                                        # The filter to use to match RT-Users
                                                        'filter'                    =>  'objectClass=*',
                                                        # A catch-all example filter: '(objectClass=*)'
                                                        #
                                                        # The filter that will only match disabled users
                                                        'd_filter'                  =>  'UserAccountControl:1.2.840.113556.1.4.803:=2',
                                                        # A catch-none example d_filter: '(objectClass=FooBarBaz)'
                                                        #
                                                        # Should we try to use TLS to encrypt connections?
                                                        'tls'                       =>  0,
                                                        # SSL Version to provide to Net::SSLeay *if* using SSL
                                                        'ssl_version'               =>  3,
                                                        # What other args should I pass to Net::LDAP->new($host, at args)?
                                                        'net_ldap_args'             => [    version =>  3 , port => 3268  ],
                                                        # Does authentication depend on group membership? What group name?
                                                        #'group'                     =>  'GROUP_NAME',
                                                        # What is the attribute for the group object that determines membership?
                                                        #'group_attr'                =>  'GROUP_ATTR',
                                                        ## RT ATTRIBUTE MATCHING SECTION
                                                        # The list of RT attributes that uniquely identify a user
							# This example shows what you *can* specify.. I recommend reducing this
                                                        # to just the Name and EmailAddress to save encountering problems later.
                                                        'attr_match_list'           => [    'Name',
                                                                                            'EmailAddress', 
                                                                                            'RealName',
                                                                                            'WorkPhone', 
                                                                                            'Address2'
                                                                                        ],
                                                        # The mapping of RT attributes on to LDAP attributes
                                                        'attr_map'                  =>  {   'Name' => 'sAMAccountName',
                                                                                            'EmailAddress' => 'mail',
                                                                                            'Organization' => 'physicalDeliveryOfficeName',
                                                                                            'RealName' => 'cn',
                                                                                            'ExternalAuthId' => 'sAMAccountName',
                                                                                            'Gecos' => 'sAMAccountName',
                                                                                            'WorkPhone' => 'telephoneNumber',
                                                                                            'Address1' => 'streetAddress',
                                                                                            'City' => 'l',
                                                                                            'State' => 'st',
                                                                                            'Zip' => 'postalCode',
                                                                                            'Country' => 'co'
                                                                                        }
                                                    },
                                # An example SSO cookie service
                                'My_SSO_Cookie'  => {   # # The type of service (db/ldap/cookie)
                                                        'type'                      =>  'cookie',
                                                        # The name of the cookie to be used
                                                        'name'                      =>  'loginCookieValue',
                                                        # The users table
                                                        'u_table'                   =>  'users',
                                                        # The username field in the users table
                                                        'u_field'                   =>  'username',
                                                        # The field in the users table that uniquely identifies a user
                                                        # and also exists in the cookies table
                                                        'u_match_key'               =>  'userID',
                                                        # The cookies table
                                                        'c_table'                   =>  'login_cookie',
                                                        # The field that stores cookie values
                                                        'c_field'                   =>  'loginCookieValue',
                                                        # The field in the cookies table that uniquely identifies a user
                                                        # and also exists in the users table
                                                        'c_match_key'               =>  'loginCookieUserID',
                                                        # The DB service in this configuration to use to lookup the cookie information
                                                        'db_service_name'           =>  'My_MySQL'
                                                    }
                                }
);

1;

Am I missing something?

Thanks for your cooperation.

Best regards,

Bruno Martins

From van.howell at lcu.edu  Thu Feb  2 11:16:53 2012
From: van.howell at lcu.edu (Howell, Van)
Date: Thu, 2 Feb 2012 16:16:53 +0000
Subject: [rt-users] External Auth using Active Directory 2008
In-Reply-To: <20120201233243.GF5178@jibsheet.com>
References: <84E70F84D007E14BBD13A402719AF27C15832CC1@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120201233243.GF5178@jibsheet.com>
Message-ID: <84E70F84D007E14BBD13A402719AF27C15833CF1@SN2PRD0102MB153.prod.exchangelabs.com>

# cat RT_SiteConfig.pm
Set($ExternalAuthPriority,           [ 'My_LDAP',] );
Set($ExternalInfoPriority,           [ 'My_LDAP',] );
Set($ExternalServiceUsesSSLorTLS,    0);
Set($AutoCreateNonExternalUsers,     0);

Set($ExternalSettings,      {
                     'My_LDAP'  =>  {

                                'type'              =>  'ldap',
                                'server'            =>  'zeus.mydomain.edu',
                                'user'              =>  'CN=LDAPRT,OU=CampusServices,DC=mydomain,DC=mydomain,DC=edu',
                                'pass'              =>  '*********',
                                'base'              =>  'DC=mydomain,DC=mydomain,DC=edu',

                                'filter'            =>  '(&(ObjectCategory=User)(ObjectClass=Person))',
                                'd_filter'          =>  '(userAccountControl:1.2.840.113556.1.4.803:=2)',

                                'tls'               =>  0,
#                               'ssl_version'       =>  3,

                                'net_ldap_args'     => [ version => 3 ],
                                'group'             =>  'CN=RTUsers,OU=CampusServices,DC= mydomain,DC=mydomain,DC=edu',
                                'group_attr'        =>  'member',

                                'attr_match_list'   => [   'Name', 'EmailAddress'   ],
                                'attr_map'          => {   'Name' => 'sAMAccountName',
                                                           'EmailAddress' => 'mail',
                                                           'Organization' => 'physicalDeliveryOfficeName',
                                                           'RealName' => 'cn',
                                                           'ExternalAuthId' => 'sAMAccountName',
                                                           'Gecos' => 'sAMAccountName',
                                                           'WorkPhone' => 'telephoneNumber',
                                                           'Address1' => 'streetAddress',
                                                           'City' => 'l',
                                                           'State' => 'st',
                                                           'Zip' => 'postalCode',
                                                           'Country' => 'co'
                                                        }
                                        }

                            }
);

1;
EOF

I do not have Debugging turned on. I am going to need some help turning it on since this is new to me.

Here are some errors from /var/log/messages...

This is a failed attempt...

Feb  1 16:02:25 localhost RT: My_LDAP AUTH FAILED mary.servantez (can't bind: LDAP_INVALID_CREDENTIALS 49 ) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:82)
Feb  1 16:02:25 localhost RT: FAILED LOGIN for mary.servantez from 10.1.41.95 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)

Here is a successful attemt....

Feb  2 10:14:02 localhost RT: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( My_LDAP ): test.account (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139)
Feb  2 10:14:02 localhost RT: Couldn't enable user 28 (/opt/rt4/sbin/../lib/RT/User.pm:1066)
Feb  2 10:14:02 localhost RT: User marked as ENABLED ( test.account ) per External Service (, ) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:274)
Feb  2 10:14:02 localhost RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , City: , Country: , EmailAddress: test.account at LCU.EDU, ExternalAuthId: test.account, Gecos: test.account, Name: test.account, Organization: , RealName: Test Account, State: , WorkPhone: , Zip:  (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
Feb  2 10:14:02 localhost RT: Successful login for test.account from 10.1.5.9 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:219)

Van Howell
System Administrator
Lubbock Christian University

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Wednesday, February 01, 2012 5:33 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] External Auth using Active Directory 2008

On Wed, Feb 01, 2012 at 11:04:38PM +0000, Howell, Van wrote:
>    I have added several users into the RTUsers group I set up in AD.
> 
>    The AD Administrator, a common Domain User called Test.Account that is located in the OU with
>    all my other users, my personal account also located in the OU with all the other users and an
>    alternate administrative account I use.
> 
> 
> 
>    I can logon to RT with the AD Administrator account. I can logon to RT with the Test.Account
>    and I can log in using my alternate account. But I cannot logon using my personal account. I
>    also had my assistant test with her account and she cannot log on.
> 
>    I have studied the problem and cannot find anything unique about the accounts that cannot
>    logon.

We really need to see your configuration for RT-Authen-ExternalAuth and your logs for the failed login, turned up to debug.

-kevin

From falcone at bestpractical.com  Thu Feb  2 12:03:08 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 2 Feb 2012 12:03:08 -0500
Subject: [rt-users] Add queue change to Update.html (comment/reply) & CF
 Columns under Basic view
In-Reply-To: 
References: 
Message-ID: <20120202170308.GG5178@jibsheet.com>

On Thu, Feb 02, 2012 at 09:40:32AM +0100, Bart wrote:
>    Change queue during comment/reply (on Update.html)
>    I'm wondering of there's an easy way of adding Queue change to the comment/reply page
>    (Update.html).
>    It would be a nice addition to habe the ability to enable/disable this. We have several
>    departments that communicate with each other, having the ability to change the queue when
>    placing a comment/reply would help with the communication (easier then placing the comment and
>    then changing the queue via Basics, or easier then using the Jumbo page.
>    The reason I'm asking is because I want to stay away from editing these files (they break on
>    updates ^_~), I'd like a more general solution which will persist during updates. (same goes
>    for the next question)

You want to read about Callbacks on the wiki, or look at how the
extension you link to is doing it and borrow the idea.  You should be
able to add the SelectQueue component and then it'll get processed
during the normal update process.

>    CustomField Single column view under Basics
>    Also, I've found this plugin (thanks Rus!) RT::Extension::CustomFieldsOnUpdate (
>    [1]http://search.cpan.org/dist/RT-Extension-CustomFieldsOnUpdate/lib/RT/Extension/CustomFieldsOnUpdate.pm
>    )
>    The plugin works great but the order in which the CustomFields are shown is kinda messy. The
>    reason for the order being messy is because we've set the order based upon the two column view
>    under Basics. (which goes from right to left and then from top to down)
>    In the RT Config there's this option which should make it possible to show a single column
>    view of the Custom Fields:
> 
>      =item C<$EditCustomFieldsSingleColumn>
>      When displaying a list of Ticket Custom Fields for editing, RT
>      defaults to a 2 column list. If you set this to 1, it will instead
>      display the Custom Fields in a single column.
>      =cut
>      Set($EditCustomFieldsSingleColumn, 0);
> 
>    This option however doesn't seem to have any effect.
>    Will this option get a fix during a future release?

There's a bug open for this, unfortunately it was broken during the
rewrite of the Update page and lost in the merge up from 3.8 to 4.0
(the option works in 3.8 where it was implemented).  You can track the
bug here

http://issues.bestpractical.com/Ticket/Display.html?id=18555

-kevin

>    This would be great, if I can display the CustomFields in a single column on all pages then I
>    can have a uniform CF order which will be the same on the Ticket overview, basics and
>    comment/reply page. (or any other tip to achieve this would be appreciated)
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From falcone at bestpractical.com  Thu Feb  2 12:05:53 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 2 Feb 2012 12:05:53 -0500
Subject: [rt-users] How to adjust 'Organization' in 'About me'
In-Reply-To: 
References: 
Message-ID: <20120202170553.GH5178@jibsheet.com>

On Thu, Feb 02, 2012 at 12:42:32PM -0000, Jeffery, Guy wrote:
>    Quick question that hopefully is fairly easy to resolve - my users want to be able to adjust
>    their 'Organization' within 'About me' in the Preferences menu.
> 
>    Providing 'ModifySelf' privileges to users allows adjustment of every other field on that
>    screen, apart from Organization. What privilege do users need to alter this?
> 
>    I'm using RT 3.8.7 and 3.8.9.

ModifySelf is the only right that affects this unfortunately, and it's
an all or nothing right.

You'd need to write some code to restrict what is updated, or you
could use something similar to the LDAPImporter extension to suck in
correct organization data from an up-to-date external source.

-kevin
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From falcone at bestpractical.com  Thu Feb  2 12:07:39 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 2 Feb 2012 12:07:39 -0500
Subject: [rt-users] CanonicalizeEmailAddressMatch
In-Reply-To: <7C3070F471BFF44C8967FEE9CCF0B18528D01621@FHDP1LUMXC7V42.us.one.verizon.com>
References: <7C3070F471BFF44C8967FEE9CCF0B18528D01621@FHDP1LUMXC7V42.us.one.verizon.com>
Message-ID: <20120202170739.GI5178@jibsheet.com>

On Thu, Feb 02, 2012 at 09:00:06AM -0500, Dalal, Kamber Z wrote:
>    Need the proper syntax for 'CanonicalizeEmailAddressMatch' setting to match either @domaina or
>    @domainb
> 
>    to allow 'CanonicalizeEmailAddressReplace' it with @domainc.

It's just a perl regular expression, so literally you get

s/CanonicalizeEmailAddressMatch/CanonicalizeEmailAddressReplace/gi
at the end.

So experiment with:

my $email = "bob at domaina.com";
$email =~ s/CanonicalizeEmailAddressMatch/CanonicalizeEmailAddressReplace/gi
print $email;

outside RT to get what you want.

-kevin
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From falcone at bestpractical.com  Thu Feb  2 12:10:45 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 2 Feb 2012 12:10:45 -0500
Subject: [rt-users] RT Bounce messages
In-Reply-To: <3889c7ed-1dd7-4479-b77c-7ff708d11dd0@li289-212>
References: <20120201185334.GZ95897@jibsheet.com>
	<3889c7ed-1dd7-4479-b77c-7ff708d11dd0@li289-212>
Message-ID: <20120202171045.GJ5178@jibsheet.com>

On Thu, Feb 02, 2012 at 04:05:53PM -0000, Tim Dunphy wrote:
> > This looks like an RT_Config.pm file.  Have you been editing
> > RT_Config.pm directly or did you copy all of RT_Config.pm to
> > RT_SiteConfig.pm?  Neither of those are recommended and it makes
> > following what is going on really hard.
> 
> I'm sorry but I don't recall doing this. However looking at a diff of the two files it certainly seems possible. 

It'd be useful to see that diff, more than the SiteCOnfig at this
point, and you should consider cleaning it up so you'll know in the
future what options you've overridden.

> > Usually this means RT was configured to send mail back into itself and
> > something has a X-RT-Loop-Prevention header.  Often this is a
> > misconfigured Template or a too-broad RTAddressRegexp setting.
> 
> Here's how my RTAddressRegexp is set - 
> 
> Set($RTAddressRegexp, undef);

In this case, it means RT will be comparing against all the Queue
address and your Correspond/Comment address.  Is it possible that RT
is sending to an email address that feeds back into RT via an
/etc/aliases file or something similar?

-kevin

> Well I don't recall copying the RT_Config.pm to RT_SiteConfig. 
> 
> However one thing that I can say is that I remember that I started seeing these bounce messages right about the time that I tried including an LDAP ExternalAuth method in the RT_SiteConfig.pm file.
> 
> # These are the full settings for each external service as a HashOfHashes
> # Note that you may have as many external services as you wish. They will
> # be checked in the order specified in the Priority directives above.
> # e.g. 
> #   Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']);
> #
> Set($ExternalSettings,      {   
>                                 # AN EXAMPLE LDAP SERVICE
>                                 'My_LDAP'       =>  {   ## GENERIC SECTION
>                                                         # The type of service (db/ldap/cookie) 
>                                                         'type'                      =>  'ldap',
>                                                         # The server hosting the service
>                                                         'server'                    =>  'ldap01.mlbam.com',
>                                                         ## SERVICE-SPECIFIC SECTION
>                                                         # If you can bind to your LDAP server anonymously you should 
>                                                         # remove the user and pass config lines, otherwise specify them here:
>                                                         # 
>                                                         # The username RT should use to connect to the LDAP server 
>                                                         #'user'                      =>  'uid=Dunphy,ou=People,cn=mlbam,cn=com',
>                                                         # The password RT should use to connect to the LDAP server
>                                                         #'pass'                    =>  'WR=78zu!uX',
>                                                         #
>                                                         # The LDAP search base
>                                                         'base'                      =>  'ou=People,dc=mlbam,dc=com',
>                                                         #
>                                                         # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
>                                                         # YOU **MUST** SPECIFY A filter AND A d_filter!!
>                                                         #
>                                                         # The filter to use to match RT-Users
>                                                         'filter'                    =>  '(objectclass=*)',
>                                                         # A catch-all example filter: '(objectClass=*)'
>                                                         #
>                                                         # The filter that will only match disabled users
>                                                         'd_filter'                  =>  '(objectClass=FooBarBaz)',
>                                                         # A catch-none example d_filter: '(objectClass=FooBarBaz)'
>                                                         #
>                                                         # Should we try to use TLS to encrypt connections?
>                                                         'tls'                       =>  0,
>                                                         # SSL Version to provide to Net::SSLeay *if* using SSL
>                                                         #'ssl_version'               =>  2,
>                                                         # What other args should I pass to Net::LDAP->new($host, at args)?
>                                                         'net_ldap_args'             => [    version =>  3   ],
>                                                         # Does authentication depend on group membership? What group name?
>                                                         #'group'                     =>  'RTUsers',
>                                                         # What is the attribute for the group object that determines membership?
>                                                         #'group_attr'                =>  'cn',
>                                                         ## RT ATTRIBUTE MATCHING SECTION
>                                                         # The list of RT attributes that uniquely identify a user
>                                                         # This example shows what you *can* specify.. I recommend reducing this
>                                                         # to just the Name and EmailAddress to save encountering problems later.
>                                                         'attr_match_list'           => [    'Name',
>                                                                                             'EmailAddress', 
>                                                                                         ],
>                                                         # The mapping of RT attributes on to LDAP attributes
>                                                         'attr_map'                  =>  {   'Name' => 'uid',
>                                                                                             'EmailAddress' => 'mail',
>                                                                                         }
>                                                     },
>                                 # An example SSO cookie service
>                                 'My_SSO_Cookie'  => {   # # The type of service (db/ldap/cookie)
>                                                         'type'                      =>  'cookie',
>                                                         # The name of the cookie to be used
>                                                         'name'                      =>  'loginCookieValue',
>                                                         # The users table
>                                                         'u_table'                   =>  'users',
>                                                         # The username field in the users table
>                                                         'u_field'                   =>  'username',
>                                                         # The field in the users table that uniquely identifies a user
>                                                         # and also exists in the cookies table
>                                                         'u_match_key'               =>  'userID',
>                                                         # The cookies table
>                                                         'c_table'                   =>  'login_cookie',
>                                                         # The field that stores cookie values
>                                                         'c_field'                   =>  'loginCookieValue',
>                                                         # The field in the cookies table that uniquely identifies a user
>                                                         # and also exists in the users table
>                                                         'c_match_key'               =>  'loginCookieUserID',
>                                                         # The DB service in this configuration to use to lookup the cookie information
>                                                         'db_service_name'           =>  'My_MySQL'
>                                                     }
>                                 }
> );
> 
> 1;
> 
> 
> 
> I wonder if this section could be part of the problem I'm having...
> 
> 
> thanks
> tim
> 
> 
> > ------------------------------------
> > 
> > 
> > 
> > # RT was configured with:
> > #
> > #   $ ./configure --enable-graphviz --enable-gd --enable-gpg --with-db-host=localhost --with-db-rt-host=localhost --with-db-dba=admin --with-db-rt-user=admin --with-db-rt-pass=Duk30fZh0u --with-web-user=apache --with-web-group=apache --with-apachectl /usr/sbin/apachectl --localstatedir=/var/rt4 --sysconfdir=/etc/rt4 --prefix=/usr/local/rt4 --exec-prefix=/usr/local/sbin
> > #
> > 
> > package RT;
> > 
> > #############################  WARNING  #############################
> > #                                                                   #
> > #                     NEVER EDIT RT_Config.pm !                     #
> > #                                                                   #
> > #         Instead, copy any sections you want to change to          #
> > #         RT_SiteConfig.pm and edit them there.  Otherwise,         #
> > #         your changes will be lost when you upgrade RT.            #
> > #                                                                   #
> > #############################  WARNING  #############################
> > 
> > =head1 NAME
> > 
> > RT::Config
> > 
> > =head1 Base configuration
> > 
> > =over 4
> > 
> > =item C<$rtname>
> > 
> > C<$rtname> is the string that RT will look for in mail messages to
> > figure out what ticket a new piece of mail belongs to.
> > 
> > Your domain name is recommended, so as not to pollute the namespace.
> > Once you start using a given tag, you should probably never change it;
> > otherwise, mail for existing tickets won't get put in the right place.
> > 
> > =cut
> > 
> > Set($rtname, "mlb.com");
> > 
> > =item C<$Organization>
> > 
> > You should set this to your organization's DNS domain. For example,
> > I or I. It is used by the linking
> > interface to guarantee that ticket URIs are unique and easy to
> > construct.  Changing it after you have created tickets in the system
> > will B all existing ticket links!
> > 
> > =cut
> > 
> > Set($Organization, "mlb.com");
> > 
> > =item C<$CorrespondAddress>, C<$CommentAddress>
> > 
> > RT is designed such that any mail which already has a ticket-id
> > associated with it will get to the right place automatically.
> > 
> > C<$CorrespondAddress> and C<$CommentAddress> are the default addresses
> > that will be listed in From: and Reply-To: headers of correspondence
> > and comment mail tracked by RT, unless overridden by a queue-specific
> > address.  They should be set to email addresses which have been
> > configured as aliases for F.
> > 
> > =cut
> > 
> > Set($CorrespondAddress, 'rt at mm3.mlbam.com');
> > 
> > Set($CommentAddress, 'rt-comment at mm3.mlbam.com');
> > 
> > =item C<$WebDomain>
> > 
> > Domain name of the RT server, e.g. 'www.example.com'. It should not
> > contain anything except the server name.
> > 
> > =cut
> > 
> > Set($WebDomain, "rt.mm3.mlbam.com");
> > 
> > =item C<$WebPort>
> > 
> > If we're running as a superuser, run on port 80.  Otherwise, pick a
> > high port for this user.
> > 
> > 443 is default port for https protocol.
> > 
> > =cut
> > 
> > Set($WebPort, 80);# + ($< * 7274) % 32766 + ($< && 1024));
> > 
> > =item C<$WebPath>
> > 
> > If you're putting the web UI somewhere other than at the root of your
> > server, you should set C<$WebPath> to the path you'll be serving RT
> > at.
> > 
> > C<$WebPath> requires a leading / but no trailing /, or it can be
> > blank.
> > 
> > In most cases, you should leave C<$WebPath> set to "" (an empty
> > value).
> > 
> > =cut
> > 
> > Set($WebPath, "/helpdesk");
> > 
> > =item C<$Timezone>
> > 
> > C<$Timezone> is the default timezone, used to convert times entered by
> > users into GMT, as they are stored in the database, and back again;
> > users can override this.  It should be set to a timezone recognized by
> > your server.
> > 
> > =cut
> > 
> > Set($Timezone, "US/Eastern");
> > 
> > =item C<@Plugins>
> > 
> > Set C<@Plugins> to a list of external RT plugins that should be
> > enabled (those plugins have to be previously downloaded and
> > installed).
> > 
> > Example:
> > 
> > C
> > 
> > =cut
> > 
> > Set(@Plugins, qw(RT::Authen::ExternalAuth));
> > 
> > =back
> > 
> > 
> > 
> > 
> > =head1 Database connection
> > 
> > =over 4
> > 
> > =item C<$DatabaseType>
> > 
> > Database driver being used; case matters.  Valid types are "mysql",
> > "Oracle" and "Pg".
> > 
> > =cut
> > 
> > Set($DatabaseType, "mysql");
> > 
> > =item C<$DatabaseHost>, C<$DatabaseRTHost>
> > 
> > The domain name of your database server.  If you're running MySQL and
> > on localhost, leave it blank for enhanced performance.
> > 
> > C is the fully-qualified hostname of your RT server,
> > for use in granting ACL rights on MySQL.
> > 
> > =cut
> > 
> > Set($DatabaseHost,   "localhost");
> > Set($DatabaseRTHost, "localhost");
> > 
> > =item C<$DatabasePort>
> > 
> > The port that your database server is running on.  Ignored unless it's
> > a positive integer. It's usually safe to leave this blank; RT will
> > choose the correct default.
> > 
> > =cut
> > 
> > Set($DatabasePort, "");
> > 
> > =item C<$DatabaseUser>
> > 
> > The name of the user to connect to the database as.
> > 
> > =cut
> > 
> > Set($DatabaseUser, "admin");
> > 
> > =item C<$DatabasePassword>
> > 
> > The password the C<$DatabaseUser> should use to access the database.
> > 
> > =cut
> > 
> > Set($DatabasePassword, q{Duk30fZh0u});
> > 
> > =item C<$DatabaseName>
> > 
> > The name of the RT database on your database server. For Oracle, the
> > SID and database objects are created in C<$DatabaseUser>'s schema.
> > 
> > =cut
> > 
> > Set($DatabaseName, q{rt4});
> > 
> > =item C<$DatabaseRequireSSL>
> > 
> > If you're using PostgreSQL and have compiled in SSL support, set
> > C<$DatabaseRequireSSL> to 1 to turn on SSL communication with the
> > database.
> > 
> > =cut
> > 
> > Set($DatabaseRequireSSL, undef);
> > 
> > =back
> > 
> > 
> > 
> > 
> > =head1 Logging
> > 
> > The default is to log anything except debugging information to syslog.
> > Check the L POD for information about how to get things
> > by syslog, mail or anything else, get debugging info in the log, etc.
> > 
> > It might generally make sense to send error and higher by email to
> > some administrator.  If you do this, be careful that this email isn't
> > sent to this RT instance.  Mail loops will generate a critical log
> > message.
> > 
> > =over 4
> > 
> > =item C<$LogToSyslog>, C<$LogToScreen>
> > 
> > The minimum level error that will be logged to the specific device.
> > From lowest to highest priority, the levels are:
> > 
> >     debug info notice warning error critical alert emergency
> > 
> > =cut
> > 
> > Set($LogToSyslog, "info");
> > Set($LogToScreen, "info");
> > 
> > =item C<$LogToFile>, C<$LogDir>, C<$LogToFileNamed>
> > 
> > Logging to a standalone file is also possible, but note that the file
> > should needs to both exist and be writable by all direct users of the
> > RT API.  This generally includes the web server and whoever
> > rt-crontool runs as.  Note that rt-mailgate and the RT CLI go through
> > the webserver, so their users do not need to have write permissions to
> > this file. If you expect to have multiple users of the direct API,
> > Best Practical recommends using syslog instead of direct file logging.
> > 
> > =cut
> > 
> > Set($LogToFile, undef);
> > Set($LogDir, q{var/log});
> > Set($LogToFileNamed, "rt.log");    #log to rt.log
> > 
> > =item C<$LogStackTraces>
> > 
> > If set to a log level then logging will include stack traces for
> > messages with level equal to or greater than specified.
> > 
> > NOTICE: Stack traces include parameters supplied to functions or
> > methods. It is possible for stack trace logging to reveal sensitive
> > information such as passwords or ticket content in your logs.
> > 
> > =cut
> > 
> > Set($LogStackTraces, "");
> > 
> > =item C<@LogToSyslogConf>
> > 
> > On Solaris or UnixWare, set to ( socket => 'inet' ).  Options here
> > override any other options RT passes to L.
> > Other interesting flags include facility and logopt.  (See the
> > L documentation for more information.)  (Maybe
> > ident too, if you have multiple RT installations.)
> > 
> > =cut
> > 
> > Set(@LogToSyslogConf, ());
> > 
> > =back
> > 
> > 
> > 
> > =head1 Incoming mail gateway
> > 
> > =over 4
> > 
> > =item C<$EmailSubjectTagRegex>
> > 
> > This regexp controls what subject tags RT recognizes as its own.  If
> > you're not dealing with historical C<$rtname> values, you'll likely
> > never have to change this configuration.
> > 
> > Be B with it. Note that it overrides C<$rtname> for
> > subject token matching and that you should use only "non-capturing"
> > parenthesis grouping. For example:
> > 
> > C
> > 
> > and NOT
> > 
> > C
> > 
> > The setting below would make RT behave exactly as it does without the
> > setting enabled.
> > 
> > =cut
> > 
> > # Set($EmailSubjectTagRegex, qr/\Q$rtname\E/i );
> > 
> > =item C<$OwnerEmail>
> > 
> > C<$OwnerEmail> is the address of a human who manages RT. RT will send
> > errors generated by the mail gateway to this address.  This address
> > should I be an address that's managed by your RT instance.
> > 
> > =cut
> > 
> > Set($OwnerEmail, 'tim.dunphy at example.com');
> > 
> > =item C<$LoopsToRTOwner>
> > 
> > If C<$LoopsToRTOwner> is defined, RT will send mail that it believes
> > might be a loop to C<$OwnerEmail>.
> > 
> > =cut
> > 
> > Set($LoopsToRTOwner, 1);
> > 
> > =item C<$StoreLoops>
> > 
> > If C<$StoreLoops> is defined, RT will record messages that it believes
> > to be part of mail loops.  As it does this, it will try to be careful
> > not to send mail to the sender of these messages.
> > 
> > =cut
> > 
> > Set($StoreLoops, undef);
> > 
> > =item C<$MaxAttachmentSize>
> > 
> > C<$MaxAttachmentSize> sets the maximum size (in bytes) of attachments
> > stored in the database.
> > 
> > For MySQL and Oracle, we set this size to 10 megabytes.  If you're
> > running a PostgreSQL version earlier than 7.1, you will need to drop
> > this to 8192. (8k)
> > 
> > =cut
> > 
> > 
> > Set($MaxAttachmentSize, 10_000_000);
> > 
> > =item C<$TruncateLongAttachments>
> > 
> > If this is set to a non-undef value, RT will truncate attachments
> > longer than C<$MaxAttachmentSize>.
> > 
> > =cut
> > 
> > Set($TruncateLongAttachments, undef);
> > 
> > =item C<$DropLongAttachments>
> > 
> > If this is set to a non-undef value, RT will silently drop attachments
> > longer than C.  C<$TruncateLongAttachments>, above,
> > takes priority over this.
> > 
> > =cut
> > 
> > Set($DropLongAttachments, undef);
> > 
> > =item C<$RTAddressRegexp>
> > 
> > C<$RTAddressRegexp> is used to make sure RT doesn't add itself as a
> > ticket CC if C<$ParseNewMessageForTicketCcs>, above, is enabled.  It
> > is important that you set this to a regular expression that matches
> > all addresses used by your RT.  This lets RT avoid sending mail to
> > itself.  It will also hide RT addresses from the list of "One-time Cc"
> > and Bcc lists on ticket reply.
> > 
> > If you have a number of addresses configured in your RT database
> > already, you can generate a naive first pass regexp by using:
> > 
> >     perl etc/upgrade/generate-rtaddressregexp
> > 
> > If left blank, RT will generate a regexp for you, based on your
> > comment and correspond address settings on your queues; this comes at
> > a small cost in start-up speed.
> > 
> > =cut
> > 
> > Set($RTAddressRegexp, undef);
> > 
> > =item C<$CanonicalizeEmailAddressMatch>, C<$CanonicalizeEmailAddressReplace>
> > 
> > RT provides functionality which allows the system to rewrite incoming
> > email addresses.  In its simplest form, you can substitute the value
> > in C for the value in
> > C (These values are passed to the
> > C subroutine in F)
> > 
> > By default, that routine performs a C on any
> > address passed to it.
> > 
> > =cut
> > 
> > # Set($CanonicalizeEmailAddressMatch, '@subdomain\.example\.com$');
> > # Set($CanonicalizeEmailAddressReplace, '@example.com');
> > 
> > =item C<$CanonicalizeOnCreate>
> > 
> > Set this to 1 and the create new user page will use the values that
> > you enter in the form but use the function CanonicalizeUserInfo in
> > F
> > 
> > =cut
> > 
> > Set($CanonicalizeOnCreate, 0);
> > 
> > =item C<$ValidateUserEmailAddresses>
> > 
> > If C<$ValidateUserEmailAddresses> is 1, RT will refuse to create
> > users with an invalid email address (as specified in RFC 2822) or with
> > an email address made of multiple email addresses.
> > 
> > =cut
> > 
> > Set($ValidateUserEmailAddresses, undef);
> > 
> > =item C<@MailPlugins>
> > 
> > C<@MailPlugins> is a list of authentication plugins for
> > L to use; see L
> > 
> > =cut
> > 
> > =item C<$UnsafeEmailCommands>
> > 
> > C<$UnsafeEmailCommands>, if set to 1, enables 'take' and 'resolve'
> > as possible actions via the mail gateway.  As its name implies, this
> > is very unsafe, as it allows email with a forged sender to possibly
> > resolve arbitrary tickets!
> > 
> > =cut
> > 
> > =item C<$ExtractSubjectTagMatch>, C<$ExtractSubjectTagNoMatch>
> > 
> > The default "extract remote tracking tags" scrip settings; these
> > detect when your RT is talking to another RT, and adjust the subject
> > accordingly.
> > 
> > =cut
> > 
> > Set($ExtractSubjectTagMatch, qr/\[.+? #\d+\]/);
> > Set($ExtractSubjectTagNoMatch, ( ${RT::EmailSubjectTagRegex}
> >        ? qr/\[(?:${RT::EmailSubjectTagRegex}) #\d+\]/
> >        : qr/\[\Q$RT::rtname\E #\d+\]/));
> > 
> > =back
> > 
> > Set($SendmailPath , "/usr/local/rt4/bin/msmtp_wrapper");
> > 
> > 
> > 
> > =head1 Outgoing mail
> > 
> > =over 4
> > 
> > =item C<$MailCommand>
> > 
> > C<$MailCommand> defines which method RT will use to try to send mail.
> > We know that 'sendmailpipe' works fairly well.  If 'sendmailpipe'
> > doesn't work well for you, try 'sendmail'.  Other options are 'smtp'
> > or 'qmail'.
> > 
> > Note that you should remove the '-t' from C<$SendmailArguments> if you
> > use 'sendmail' rather than 'sendmailpipe'
> > 
> > For testing purposes, or to simply disable sending mail out into the
> > world, you can set C<$MailCommand> to 'testfile' which writes all mail
> > to a temporary file.  RT will log the location of the temporary file
> > so you can extract mail from it afterward.
> > 
> > =cut
> > 
> > Set($MailCommand, "sendmailpipe");
> > 
> > =item C<$SetOutgoingMailFrom>
> > 
> > C<$SetOutgoingMailFrom> tells RT to set the sender envelope to the
> > Correspond mail address of the ticket's queue.
> > 
> > Warning: If you use this setting, bounced mails will appear to be
> > incoming mail to the system, thus creating new tickets.
> > 
> > =cut
> > 
> > Set($SetOutgoingMailFrom, 0);
> > 
> > =item C<$OverrideOutgoingMailFrom>
> > 
> > C<$OverrideOutgoingMailFrom> is used for overwriting the Correspond
> > address of the queue as it is handed to sendmail -f. This helps force
> > the From_ header away from www-data or other email addresses that show
> > up in the "Sent by" line in Outlook.
> > 
> > The option is a hash reference of queue name to email address.  If
> > there is no ticket involved, then the value of the C key will
> > be used.
> > 
> > This option is irrelevant unless C<$SetOutgoingMailFrom> is set.
> > 
> > =cut
> > 
> > Set($OverrideOutgoingMailFrom, {
> > #    'Default' => 'admin at rt.example.com',
> > #    'General' => 'general at rt.example.com',
> > });
> > 
> > =item C<$DefaultMailPrecedence>
> > 
> > C<$DefaultMailPrecedence> is used to control the default Precedence
> > level of outgoing mail where none is specified.  By default it is
> > C, but if you only send mail to your staff, you may wish to
> > change it.
> > 
> > Note that you can set the precedence of individual templates by
> > including an explicit Precedence header.
> > 
> > If you set this value to C then we do not set a default
> > Precedence header to outgoing mail. However, if there already is a
> > Precedence header, it will be preserved.
> > 
> > =cut
> > 
> > Set($DefaultMailPrecedence, "bulk");
> > 
> > =item C<$DefaultErrorMailPrecedence>
> > 
> > C<$DefaultErrorMailPrecedence> is used to control the default
> > Precedence level of outgoing mail that indicates some kind of error
> > condition. By default it is C, but if you only send mail to your
> > staff, you may wish to change it.
> > 
> > If you set this value to C then we do not add a Precedence
> > header to error mail.
> > 
> > =cut
> > 
> > Set($DefaultErrorMailPrecedence, "bulk");
> > 
> > =item C<$UseOriginatorHeader>
> > 
> > C<$UseOriginatorHeader> is used to control the insertion of an
> > RT-Originator Header in every outgoing mail, containing the mail
> > address of the transaction creator.
> > 
> > =cut
> > 
> > Set($UseOriginatorHeader, 1);
> > 
> > =item C<$UseFriendlyFromLine>
> > 
> > By default, RT sets the outgoing mail's "From:" header to "SenderName
> > via RT".  Setting C<$UseFriendlyFromLine> to 0 disables it.
> > 
> > =cut
> > 
> > Set($UseFriendlyFromLine, 1);
> > 
> > =item C<$FriendlyFromLineFormat>
> > 
> > C format of the friendly 'From:' header; its arguments are
> > SenderName and SenderEmailAddress.
> > 
> > =cut
> > 
> > Set($FriendlyFromLineFormat, "\"%s via RT\" <%s>");
> > 
> > =item C<$UseFriendlyToLine>
> > 
> > RT can optionally set a "Friendly" 'To:' header when sending messages
> > to Ccs or AdminCcs (rather than having a blank 'To:' header.
> > 
> > This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL.  If you
> > are using sendmail, rather than postfix, qmail, exim or some other
> > MTA, you _must_ disable this option.
> > 
> > =cut
> > 
> > Set($UseFriendlyToLine, 0);
> > 
> > =item C<$FriendlyToLineFormat>
> > 
> > C format of the friendly 'To:' header; its arguments are
> > WatcherType and TicketId.
> > 
> > =cut
> > 
> > Set($FriendlyToLineFormat, "\"%s of ". RT->Config->Get('rtname') ." Ticket #%s\":;");
> > 
> > =item C<$NotifyActor>
> > 
> > By default, RT doesn't notify the person who performs an update, as
> > they already know what they've done. If you'd like to change this
> > behavior, Set C<$NotifyActor> to 1
> > 
> > =cut
> > 
> > Set($NotifyActor, 0);
> > 
> > =item C<$RecordOutgoingEmail>
> > 
> > By default, RT records each message it sends out to its own internal
> > database.  To change this behavior, set C<$RecordOutgoingEmail> to 0
> > 
> > =cut
> > 
> > Set($RecordOutgoingEmail, 1);
> > 
> > =item C<$VERPPrefix>, C<$VERPDomain>
> > 
> > Setting these options enables VERP support
> > L.
> > 
> > Uncomment the following two directives to generate envelope senders
> > of the form C<${VERPPrefix}${originaladdress}@${VERPDomain}>
> > (i.e. rt-jesse=fsck.com at rt.example.com ).
> > 
> > This currently only works with sendmail and sendmailpipe.
> > 
> > =cut
> > 
> > # Set($VERPPrefix, "rt-");
> > # Set($VERPDomain, $RT::Organization);
> > 
> > 
> > =item C<$ForwardFromUser>
> > 
> > By default, RT forwards a message using queue's address and adds RT's
> > tag into subject of the outgoing message, so recipients' replies go
> > into RT as correspondents.
> > 
> > To change this behavior, set C<$ForwardFromUser> to 1 and RT
> > will use the address of the current user and remove RT's subject tag.
> > 
> > =cut
> > 
> > Set($ForwardFromUser, 0);
> > 
> > =back
> > 
> > =head2 Email dashboards
> > 
> > =over 4
> > 
> > =item C<$DashboardAddress>
> > 
> > The email address from which RT will send dashboards. If none is set,
> > then C<$OwnerEmail> will be used.
> > 
> > =cut
> > 
> > Set($DashboardAddress, '');
> > 
> > =item C<$DashboardSubject>
> > 
> > Lets you set the subject of dashboards. Arguments are the frequency (Daily,
> > Weekly, Monthly) of the dashboard and the dashboard's name.
> > 
> > =cut
> > 
> > Set($DashboardSubject, "%s Dashboard: %s");
> > 
> > =item C<@EmailDashboardRemove>
> > 
> > A list of regular expressions that will be used to remove content from
> > mailed dashboards.
> > 
> > =cut
> > 
> > Set(@EmailDashboardRemove, ());
> > 
> > =back
> > 
> > 
> > 
> > =head2 Sendmail configuration
> > 
> > These options only take effect if C<$MailCommand> is 'sendmail' or
> > 'sendmailpipe'
> > 
> > =over 4
> > 
> > =item C<$SendmailArguments>
> > 
> > C<$SendmailArguments> defines what flags to pass to C<$SendmailPath>
> > If you picked 'sendmailpipe', you MUST add a -t flag to
> > C<$SendmailArguments> These options are good for most sendmail
> > wrappers and work-a-likes.
> > 
> > These arguments are good for sendmail brand sendmail 8 and newer:
> > C
> > 
> > =cut
> > 
> > Set($SendmailArguments, "-oi -t");
> > 
> > 
> > =item C<$SendmailBounceArguments>
> > 
> > C<$SendmailBounceArguments> defines what flags to pass to C<$Sendmail>
> > assuming RT needs to send an error (i.e. bounce).
> > 
> > =cut
> > 
> > Set($SendmailBounceArguments, '-f "<>"');
> > 
> > =item C<$SendmailPath>
> > 
> > If you selected 'sendmailpipe' above, you MUST specify the path to
> > your sendmail binary in C<$SendmailPath>.
> > 
> > =cut
> > 
> > Set($SendmailPath, "/usr/sbin/sendmail");
> > 
> > 
> > =back
> > 
> > =head2 SMTP configuration
> > 
> > These options only take effect if C<$MailCommand> is 'smtp'
> > 
> > =over 4
> > 
> > =item C<$SMTPServer>
> > 
> > C<$SMTPServer> should be set to the hostname of the SMTP server to use
> > 
> > =cut
> > 
> > Set($SMTPServer, undef);
> > 
> > =item C<$SMTPFrom>
> > 
> > C<$SMTPFrom> should be set to the 'From' address to use, if not the
> > email's 'From'
> > 
> > =cut
> > 
> > Set($SMTPFrom, undef);
> > 
> > =item C<$SMTPDebug>
> > 
> > C<$SMTPDebug> should be set to 1 to debug SMTP mail sending
> > 
> > =cut
> > 
> > Set($SMTPDebug, 0);
> > 
> > =back
> > 
> > =head2 Other mailers
> > 
> > =over 4
> > 
> > =item C<@MailParams>
> > 
> > C<@MailParams> defines a list of options passed to $MailCommand if it
> > is not 'sendmailpipe', 'sendmail', or 'smtp'
> > 
> > =cut
> > 
> > Set(@MailParams, ());
> > 
> > =back
> > 
> > 
> > =head1 Web interface
> > 
> > =over 4
> > 
> > =item C<$WebDefaultStylesheet>
> > 
> > This determines the default stylesheet the RT web interface will use.
> > RT ships with several themes by default:
> > 
> >   web2            The default layout for RT 3.8
> >   aileron         The default layout for RT 4.0
> >   ballard         Theme which doesn't rely on JavaScript for menuing
> > 
> > This value actually specifies a directory in F
> > from which RT will try to load the file main.css (which should @import
> > any other files the stylesheet needs).  This allows you to easily and
> > cleanly create your own stylesheets to apply to RT.  This option can
> > be overridden by users in their preferences.
> > 
> > =cut
> > 
> > Set($WebDefaultStylesheet, "aileron");
> > #Set($WebDefaultStylesheet, "ballard");
> > 
> > =item C<$DefaultQueue>
> > 
> > Use this to select the default queue name that will be used for
> > creating new tickets. You may use either the queue's name or its
> > ID. This only affects the queue selection boxes on the web interface.
> > 
> > =cut
> > 
> > Set($DefaultQueue, "Ops");
> > 
> > =item C<$RememberDefaultQueue>
> > 
> > When a queue is selected in the new ticket dropdown, make it the new
> > default for the new ticket dropdown.
> > 
> > =cut
> > 
> > # Set($RememberDefaultQueue, 1);
> > 
> > =item C<$EnableReminders>
> > 
> > Hide all links and portlets related to Reminders by setting this to 0
> > 
> > =cut
> > 
> > Set($EnableReminders, 1);
> > 
> > =item C<@CustomFieldValuesSources>
> > 
> > Set C<@CustomFieldValuesSources> to a list of class names which extend
> > L.  This can be used to pull lists of
> > custom field values from external sources at runtime.
> > 
> > =cut
> > 
> > Set(@CustomFieldValuesSources, ());
> > 
> > =item C<$CanonicalizeRedirectURLs>
> > 
> > Set C<$CanonicalizeRedirectURLs> to 1 to use C<$WebURL> when
> > redirecting rather than the one we get from C<%ENV>.
> > 
> > If you use RT behind a reverse proxy, you almost certainly want to
> > enable this option.
> > 
> > =cut
> > 
> > Set($CanonicalizeRedirectURLs, 0);
> > 
> > =item C<@JSFiles>
> > 
> > A list of JavaScript files to be included in head.  Removing any of
> > the default entries is not suggested.
> > 
> > =cut
> > 
> > Set(@JSFiles, qw/
> >     jquery-1.4.2.min.js
> >     jquery_noconflict.js
> >     jquery-ui-1.8.4.custom.min.js
> >     jquery-ui-patch-datepicker.js
> >     ui.timepickr.js
> >     titlebox-state.js
> >     util.js
> >     userautocomplete.js
> >     jquery.event.hover-1.0.js
> >     superfish.js
> >     supersubs.js
> >     jquery.supposition.js
> >     history-folding.js
> >     late.js
> > /);
> > 
> > =item C<$JSMinPath>
> > 
> > Path to the jsmin binary, available from
> > http://www.crockford.com/javascript/jsmin.html
> > 
> > If specified, it will be used to minify C.  If it cannot be
> > found, RT will fall back to the L module;
> > failing that, RT will will simply concatenate the files.
> > 
> > =cut
> > 
> > # Set($JSMinPath, "/path/to/jsmin");
> > 
> > =item C<@CSSFiles>
> > 
> > A list of additional CSS files to be included in head.
> > 
> > =cut
> > 
> > Set(@CSSFiles, qw//);
> > 
> > =item C<$UsernameFormat>
> > 
> > This determines how user info is displayed. 'concise' will show one of
> > either NickName, RealName, Name or EmailAddress, depending on what
> > exists and whether the user is privileged or not. 'verbose' will show
> > RealName and EmailAddress.
> > 
> > =cut
> > 
> > #Set($UsernameFormat, "concise");
> > Set($UsernameFormat, "verbose");
> > 
> > =item C<$WebBaseURL>, C<$WebURL>
> > 
> > Usually you don't want to set these options. The only obvious reason
> > is if RT is accessible via https protocol on a non standard port, e.g.
> > 'https://rt.example.com:9999'. In all other cases these options are
> > computed using C<$WebDomain>, C<$WebPort> and C<$WebPath>.
> > 
> > C<$WebBaseURL> is the scheme, server and port
> > (e.g. 'http://rt.example.com') for constructing URLs to the web
> > UI. C<$WebBaseURL> doesn't need a trailing /.
> > 
> > C<$WebURL> is the C<$WebBaseURL>, C<$WebPath> and trailing /, for
> > example: 'http://www.example.com/rt/'.
> > 
> > =cut
> > 
> > my $port = RT->Config->Get('WebPort');
> > Set($WebBaseURL,
> >     ($port == 443? 'https': 'http') .'://'
> >     . RT->Config->Get('WebDomain')
> >     . ($port != 80 && $port != 443? ":$port" : '')
> > );
> > 
> > Set($WebURL, RT->Config->Get('WebBaseURL') . RT->Config->Get('WebPath') . "/");
> > 
> > =item C<$WebImagesURL>
> > 
> > C<$WebImagesURL> points to the base URL where RT can find its images.
> > Define the directory name to be used for images in RT web documents.
> > 
> > =cut
> > 
> > Set($WebImagesURL, RT->Config->Get('WebPath') . "/NoAuth/images/");
> > 
> > =item C<$LogoURL>
> > 
> > C<$LogoURL> points to the URL of the RT logo displayed in the web UI.
> > This can also be configured via the web UI.
> > 
> > =cut
> > 
> > Set($LogoURL, RT->Config->Get('WebImagesURL') . "bpslogo.png");
> > 
> > =item C<$LogoLinkURL>
> > 
> > C<$LogoLinkURL> is the URL that the RT logo hyperlinks to.
> > 
> > =cut
> > 
> > Set($LogoLinkURL, "http://bestpractical.com");
> > 
> > =item C<$LogoAltText>
> > 
> > C<$LogoAltText> is a string of text for the alt-text of the logo. It
> > will be passed through C for localization.
> > 
> > =cut
> > 
> > Set($LogoAltText, "Best Practical Solutions, LLC corporate logo");
> > 
> > =item C<$LogoImageHeight>
> > 
> > C<$LogoImageHeight> is the value of the C attribute of the logo
> > C tag.
> > 
> > =cut
> > 
> > Set($LogoImageHeight, 38);
> > 
> > =item C<$LogoImageWidth>
> > 
> > C<$LogoImageWidth> is the value of the C attribute of the logo
> > C tag.
> > 
> > =cut
> > 
> > Set($LogoImageWidth, 181);
> > 
> > =item C<$WebNoAuthRegex>
> > 
> > What portion of RT's URL space should not require authentication.  The
> > default is almost certainly correct, and should only be changed if you
> > are extending RT.
> > 
> > =cut
> > 
> > Set($WebNoAuthRegex, qr{^ (?:/+NoAuth/ | /+REST/\d+\.\d+/NoAuth/) }x );
> > 
> > =item C<$SelfServiceRegex>
> > 
> > What portion of RT's URLspace should be accessible to Unprivileged
> > users This does not override the redirect from F
> > to F when Unprivileged users attempt to
> > access ticked displays.
> > 
> > =cut
> > 
> > Set($SelfServiceRegex, qr!^(?:/+SelfService/)!x );
> > 
> > =item C<$WebFlushDbCacheEveryRequest>
> > 
> > By default, RT clears its database cache after every page view.  This
> > ensures that you've always got the most current information when
> > working in a multi-process (mod_perl or FastCGI) Environment.  Setting
> > C<$WebFlushDbCacheEveryRequest> to 0 will turn this off, which will
> > speed RT up a bit, at the expense of a tiny bit of data accuracy.
> > 
> > =cut
> > 
> > Set($WebFlushDbCacheEveryRequest, 1);
> > 
> > =item C<%ChartFont>
> > 
> > The L module (which RT uses for graphs) ships with a built-in font
> > that doesn't have full Unicode support. You can use a given TrueType
> > font for a specific language by setting %ChartFont to (language =E
> > the absolute path of a font) pairs. Your GD library must have support
> > for TrueType fonts to use this option. If there is no entry for a
> > language in the hash then font with 'others' key is used.
> > 
> > RT comes with two TrueType fonts covering most available languages.
> > 
> > =cut
> > 
> > Set(
> >     %ChartFont,
> >     'zh-cn'  => "$RT::BasePath/share/fonts/DroidSansFallback.ttf",
> >     'zh-tw'  => "$RT::BasePath/share/fonts/DroidSansFallback.ttf",
> >     'ja'     => "$RT::BasePath/share/fonts/DroidSansFallback.ttf",
> >     'others' => "$RT::BasePath/share/fonts/DroidSans.ttf",
> > );
> > 
> > =item C<$ChartsTimezonesInDB>
> > 
> > RT stores dates using the UTC timezone in the DB, so charts grouped by
> > dates and time are not representative. Set C<$ChartsTimezonesInDB> to 1
> > to enable timezone conversions using your DB's capabilities. You may
> > need to do some work on the DB side to use this feature, read more in
> > F.
> > 
> > At this time, this feature only applies to MySQL and PostgreSQL.
> > 
> > =cut
> > 
> > Set($ChartsTimezonesInDB, 0);
> > 
> > =back
> > 
> > 
> > 
> > =head2 Home page
> > 
> > =over 4
> > 
> > =item C<$DefaultSummaryRows>
> > 
> > C<$DefaultSummaryRows> is default number of rows displayed in for
> > search results on the front page.
> > 
> > =cut
> > 
> > Set($DefaultSummaryRows, 10);
> > 
> > =item C<$HomePageRefreshInterval>
> > 
> > C<$HomePageRefreshInterval> is default number of seconds to refresh
> > the RT home page. Choose from [0, 120, 300, 600, 1200, 3600, 7200].
> > 
> > =cut
> > 
> > Set($HomePageRefreshInterval, 0);
> > 
> > =item C<$HomepageComponents>
> > 
> > C<$HomepageComponents> is an arrayref of allowed components on a
> > user's customized homepage ("RT at a glance").
> > 
> > =cut
> > 
> > Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards SavedSearches)]);
> > 
> > =back
> > 
> > 
> > 
> > 
> > =head2 Ticket search
> > 
> > =over 4
> > 
> > =item C<$UseSQLForACLChecks>
> > 
> > Historically, ACLs were checked on display, which could lead to empty
> > search pages and wrong ticket counts.  Set C<$UseSQLForACLChecks> to 1
> > to limit search results in SQL instead, which eliminates these
> > problems.
> > 
> > This option is still relatively new; it may result in performance
> > problems in some cases, or significant speedups in others.
> > 
> > =cut
> > 
> > Set($UseSQLForACLChecks, undef);
> > 
> > =item C<$TicketsItemMapSize>
> > 
> > On the display page of a ticket from search results, RT provides links
> > to the first, next, previous and last ticket from the results.  In
> > order to build these links, RT needs to fetch the full result set from
> > the database, which can be resource-intensive.
> > 
> > Set C<$TicketsItemMapSize> to number of tickets you want RT to examine
> > to build these links. If the full result set is larger than this
> > number, RT will omit the "last" link in the menu.  Set this to zero to
> > always examine all results.
> > 
> > =cut
> > 
> > Set($TicketsItemMapSize, 1000);
> > 
> > =item C<$SearchResultsRefreshInterval>
> > 
> > C<$SearchResultsRefreshInterval> is default number of seconds to
> > refresh search results in RT. Choose from [0, 120, 300, 600, 1200,
> > 3600, 7200].
> > 
> > =cut
> > 
> > Set($SearchResultsRefreshInterval, 0);
> > 
> > =item C<$DefaultSearchResultFormat>
> > 
> > C<$DefaultSearchResultFormat> is the default format for RT search
> > results
> > 
> > =cut
> > 
> > Set ($DefaultSearchResultFormat, qq{
> >    '__id__/TITLE:#',
> >    '__Subject__/TITLE:Subject',
> >    Status,
> >    QueueName,
> >    OwnerName,
> >    Priority,
> >    '__NEWLINE__',
> >    '',
> >    '__Requestors__',
> >    '__CreatedRelative__',
> >    '__ToldRelative__',
> >    '__LastUpdatedRelative__',
> >    '__TimeLeft__'});
> > 
> > =item C<$DefaultSelfServiceSearchResultFormat>
> > 
> > C<$DefaultSelfServiceSearchResultFormat> is the default format of
> > searches displayed in the SelfService interface.
> > 
> > =cut
> > 
> > Set($DefaultSelfServiceSearchResultFormat, qq{
> >    '__id__/TITLE:#',
> >    '__Subject__/TITLE:Subject',
> >    Status,
> >    Requestors,
> >    OwnerName});
> > 
> > =item C<%FullTextSearch>
> > 
> > Full text search (FTS) without database indexing is a very slow
> > operation, and is thus disabled by default.
> > 
> > Before setting C to 1, read F for
> > the full details of FTS on your particular database.
> > 
> > It is possible to enable FTS without database indexing support, simply
> > by setting the C key to 1, while leaving C set to 0.
> > This is not generally suggested, as unindexed full-text searching can
> > cause severe performance problems.
> > 
> > =cut
> > 
> > Set(%FullTextSearch,
> >     Enable  => 0,
> >     Indexed => 0,
> > );
> > 
> > 
> > =item C<$OnlySearchActiveTicketsInSimpleSearch>
> > 
> > When query in simple search doesn't have status info, use this to only
> > search active ones.
> > 
> > =cut
> > 
> > Set($OnlySearchActiveTicketsInSimpleSearch, 1);
> > 
> > =item C<$SearchResultsAutoRedirect>
> > 
> > When only one ticket is found in search, use this to redirect to the
> > ticket display page automatically.
> > 
> > =cut
> > 
> > Set($SearchResultsAutoRedirect, 0);
> > 
> > =back
> > 
> > 
> > 
> > =head2 Ticket display
> > 
> > =over 4
> > 
> > =item C<$ShowMoreAboutPrivilegedUsers>
> > 
> > This determines if the 'More about requestor' box on
> > Ticket/Display.html is shown for Privileged Users.
> > 
> > =cut
> > 
> > Set($ShowMoreAboutPrivilegedUsers, 0);
> > 
> > =item C<$MoreAboutRequestorTicketList>
> > 
> > This can be set to Active, Inactive, All or None.  It controls what
> > ticket list will be displayed in the 'More about requestor' box on
> > Ticket/Display.html.  This option can be controlled by users also.
> > 
> > =cut
> > 
> > Set($MoreAboutRequestorTicketList, "Active");
> > 
> > =item C<$MoreAboutRequestorExtraInfo>
> > 
> > By default, the 'More about requestor' box on Ticket/Display.html
> > shows the Requestor's name and ticket list.  If you would like to see
> > extra information about the user, this expects a Format string of user
> > attributes.  Please note that not all the attributes are supported in
> > this display because we're not building a table.
> > 
> > =cut
> > 
> > Set($MoreAboutRequestorExtraInfo, "");
> > 
> > =item C<$MoreAboutRequestorGroupsLimit>
> > 
> > By default, the 'More about requestor' box on Ticket/Display.html
> > shows all the groups of the Requestor.  Use this to limit the number
> > of groups; a value of undef removes the group display entirely.
> > 
> > =cut
> > 
> > Set($MoreAboutRequestorGroupsLimit, 0);
> > 
> > =item C<$UseSideBySideLayout>
> > 
> > Should the ticket create and update forms use a more space efficient
> > two column layout.  This layout may not work in narrow browsers if you
> > set a MessageBoxWidth (below).
> > 
> > =cut
> > 
> > Set($UseSideBySideLayout, 1);
> > 
> > =item C<$EditCustomFieldsSingleColumn>
> > 
> > When displaying a list of Ticket Custom Fields for editing, RT
> > defaults to a 2 column list.  If you set this to 1, it will instead
> > display the Custom Fields in a single column.
> > 
> > =cut
> > 
> > Set($EditCustomFieldsSingleColumn, 0);
> > 
> > =item C<$ShowUnreadMessageNotifications>
> > 
> > If set to 1, RT will prompt users when there are new,
> > unread messages on tickets they are viewing.
> > 
> > =cut
> > 
> > Set($ShowUnreadMessageNotifications, 0);
> > 
> > =item C<$AutocompleteOwners>
> > 
> > If set to 1, the owner drop-downs for ticket update/modify and the query
> > builder are replaced by text fields that autocomplete.  This can
> > alleviate the sometimes huge owner list for installations where many
> > users have the OwnTicket right.
> > 
> > =cut
> > 
> > Set($AutocompleteOwners, 0);
> > 
> > =item C<$UserAutocompleteFields>
> > 
> > Specifies which fields of L to match against and how to
> > match each field when autocompleting users.  Valid match methods are
> > LIKE, STARTSWITH, ENDSWITH, =, and !=.
> > 
> > =cut
> > 
> > Set($UserAutocompleteFields, {
> >     EmailAddress => 'STARTSWITH',
> >     Name         => 'STARTSWITH',
> >     RealName     => 'LIKE',
> > });
> > 
> > =item C<$AllowUserAutocompleteForUnprivileged>
> > 
> > Should unprivileged users be allowed to autocomplete users.  Setting
> > this option to 1 means unprivileged users will be able to search all
> > your users.
> > 
> > =cut
> > 
> > Set($AllowUserAutocompleteForUnprivileged, 0);
> > 
> > =item C<$DisplayTicketAfterQuickCreate>
> > 
> > Enable this to redirect to the created ticket display page
> > automatically when using QuickCreate.
> > 
> > =cut
> > 
> > Set($DisplayTicketAfterQuickCreate, 0);
> > 
> > =item C<$WikiImplicitLinks>
> > 
> > Support implicit links in WikiText custom fields?  Setting this to 1
> > causes InterCapped or ALLCAPS words in WikiText fields to automatically
> > become links to searches for those words.  If used on Articles, it links
> > to the Article with that name.
> > 
> > =cut
> > 
> > Set($WikiImplicitLinks, 0);
> > 
> > =item C<$PreviewScripMessages>
> > 
> > Set C<$PreviewScripMessages> to 1 if the scrips preview on the ticket
> > reply page should include the content of the messages to be sent.
> > 
> > =cut
> > 
> > Set($PreviewScripMessages, 0);
> > 
> > =item C<$SimplifiedRecipients>
> > 
> > If C<$SimplifiedRecipients> is set, a simple list of who will receive
> > B kind of mail will be shown on the ticket reply page, instead of a
> > detailed breakdown by scrip.
> > 
> > =cut
> > 
> > Set($SimplifiedRecipients, 0);
> > 
> > =back
> > 
> > 
> > 
> > =head2 Articles
> > 
> > =over 4
> > 
> > =item C<$ArticleOnTicketCreate>
> > 
> > Set this to 1 to display the Articles interface on the Ticket Create
> > page in addition to the Reply/Comment page.
> > 
> > =cut
> > 
> > Set($ArticleOnTicketCreate, 0);
> > 
> > =item C<$HideArticleSearchOnReplyCreate>
> > 
> > Set this to 1 to hide the search and include boxes from the Article
> > UI.  This assumes you have enabled Article Hotlist feature, otherwise
> > you will have no access to Articles.
> > 
> > =cut
> > 
> > Set($HideArticleSearchOnReplyCreate, 0);
> > 
> > =back
> > 
> > 
> > 
> > =head2 Message box properties
> > 
> > =over 4
> > 
> > =item C<$MessageBoxWidth>, C<$MessageBoxHeight>
> > 
> > For message boxes, set the entry box width, height and what type of
> > wrapping to use.  These options can be overridden by users in their
> > preferences.
> > 
> > When the width is set to undef, no column count is specified and the
> > message box will take up 100% of the available width.  Combining this
> > with HARD messagebox wrapping (below) is not recommended, as it will
> > lead to inconsistent width in transactions between browsers.
> > 
> > These settings only apply to the non-RichText message box.  See below
> > for Rich Text settings.
> > 
> > =cut
> > 
> > Set($MessageBoxWidth, undef);
> > Set($MessageBoxHeight, 15);
> > 
> > =item C<$MessageBoxWrap>
> > 
> > Wrapping is disabled when using MessageBoxRichText because of a bad
> > interaction between IE and wrapping with the Rich Text Editor.
> > 
> > =cut
> > 
> > Set($MessageBoxWrap, "SOFT");
> > 
> > =item C<$MessageBoxRichText>
> > 
> > Should "rich text" editing be enabled? This option lets your users
> > send HTML email messages from the web interface.
> > 
> > =cut
> > 
> > Set($MessageBoxRichText, 1);
> > 
> > =item C<$MessageBoxRichTextHeight>
> > 
> > Height of rich text JavaScript enabled editing boxes (in pixels)
> > 
> > =cut
> > 
> > Set($MessageBoxRichTextHeight, 200);
> > 
> > =item C<$MessageBoxIncludeSignature>
> > 
> > Should your users' signatures (from their Preferences page) be
> > included in Comments and Replies.
> > 
> > =cut
> > 
> > Set($MessageBoxIncludeSignature, 1);
> > 
> > =item C<$MessageBoxIncludeSignatureOnComment>
> > 
> > Should your users' signatures (from their Preferences page) be
> > included in Comments. Setting this to false overrides
> > C<$MessageBoxIncludeSignature>.
> > 
> > =cut
> > 
> > Set($MessageBoxIncludeSignatureOnComment, 1);
> > 
> > =back
> > 
> > 
> > =head2 Transaction display
> > 
> > =over 4
> > 
> > =item C<$OldestTransactionsFirst>
> > 
> > By default, RT shows newest transactions at the bottom of the ticket
> > history page, if you want see them at the top set this to 0.  This
> > option can be overridden by users in their preferences.
> > 
> > =cut
> > 
> > Set($OldestTransactionsFirst, 1);
> > 
> > =item C<$DeferTransactionLoading>
> > 
> > When set, defers loading ticket history until the user clicks a link.
> > This should end up serving pages to users quicker, since generating
> > all the HTML for transaction history can be slow for long tickets.
> > 
> > =cut
> > 
> > # Set($DeferTransactionLoading, 1);
> > 
> > =item C<$ShowBccHeader>
> > 
> > By default, RT hides from the web UI information about blind copies
> > user sent on reply or comment.
> > 
> > =cut
> > 
> > Set($ShowBccHeader, 0);
> > 
> > =item C<$TrustHTMLAttachments>
> > 
> > If C is not defined, we will display them as
> > text. This prevents malicious HTML and JavaScript from being sent in a
> > request (although there is probably more to it than that)
> > 
> > =cut
> > 
> > Set($TrustHTMLAttachments, undef);
> > 
> > =item C<$AlwaysDownloadAttachments>
> > 
> > Always download attachments, regardless of content type. If set, this
> > overrides C.
> > 
> > =cut
> > 
> > Set($AlwaysDownloadAttachments, undef);
> > 
> > =item C<$AttachmentUnits>
> > 
> > Controls the units (kilobytes or bytes) that attachment sizes use for
> > display. The default is to display kilobytes if the attachment is
> > larger than 1024 bytes, bytes otherwise. If you set
> > C<$AttachmentUnits> to C<'k'> then attachment sizes will always be
> > displayed in kilobytes. If set to C<'b'>, then sizes will be bytes.
> > 
> > =cut
> > 
> > Set($AttachmentUnits, undef);
> > 
> > =item C<$PreferRichText>
> > 
> > If C<$PreferRichText> is set to 1, RT will show HTML/Rich text messages
> > in preference to their plain-text alternatives. RT "scrubs" the HTML to
> > show only a minimal subset of HTML to avoid possible contamination by
> > cross-site-scripting attacks.
> > 
> > =cut
> > 
> > Set($PreferRichText, undef);
> > 
> > =item C<$MaxInlineBody>
> > 
> > C<$MaxInlineBody> is the maximum attachment size that we want to see
> > inline when viewing a transaction.  RT will inline any text if the
> > value is undefined or 0.  This option can be overridden by users in
> > their preferences.
> > 
> > =cut
> > 
> > Set($MaxInlineBody, 12000);
> > 
> > =item C<$ShowTransactionImages>
> > 
> > By default, RT shows images attached to incoming (and outgoing) ticket
> > updates inline. Set this variable to 0 if you'd like to disable that
> > behavior.
> > 
> > =cut
> > 
> > Set($ShowTransactionImages, 1);
> > 
> > =item C<$PlainTextPre>
> > 
> > Normally plaintext attachments are displayed as HTML with line breaks
> > preserved.  This causes space- and tab-based formatting not to be
> > displayed correctly.  By setting $PlainTextPre messages will be
> > displayed using ; this option overrides C<$PlainTextMono>.
> > 
> > =cut
> > 
> > Set($PlainTextPre, 0);
> > 
> > 
> > =item C<$PlainTextMono>
> > 
> > Set C<$PlainTextMono> to 1 to use monospaced font and preserve
> > formatting; unlike C<$PlainTextPre>, the text will wrap to fit width
> > of the browser window.
> > 
> > =cut
> > 
> > Set($PlainTextMono, 0);
> > 
> > =item C<$SuppressInlineTextFiles>
> > 
> > If C<$SuppressInlineTextFiles> is set to 1, then uploaded text files
> > (text-type attachments with file names) are prevented from being
> > displayed in-line when viewing a ticket's history.
> > 
> > =cut
> > 
> > Set($SuppressInlineTextFiles, undef);
> > 
> > 
> > =item C<@Active_MakeClicky>
> > 
> > MakeClicky detects various formats of data in headers and email
> > messages, and extends them with supporting links.  By default, RT
> > provides two formats:
> > 
> > * 'httpurl': detects http:// and https:// URLs and adds '[Open URL]'
> >   link after the URL.
> > 
> > * 'httpurl_overwrite': also detects URLs as 'httpurl' format, but
> >   replaces the URL with a link and *adds spaces* into the text if it
> >   is longer then 30 characters. This allows the browser to wrap long
> >   URLs and avoid horizontal scrolling.
> > 
> > See F for documentation on how to add
> > your own styles of link detection.
> > 
> > =cut
> > 
> > Set(@Active_MakeClicky, qw());
> > 
> > =back
> > 
> > 
> > 
> > =head1 Application logic
> > 
> > =over 4
> > 
> > =item C<$ParseNewMessageForTicketCcs>
> > 
> > If C<$ParseNewMessageForTicketCcs> is set to 1, RT will attempt to
> > divine Ticket 'Cc' watchers from the To and Cc lines of incoming
> > messages.  Be forewarned that if you have I addresses which forward
> > mail to RT automatically and you enable this option without modifying
> > C<$RTAddressRegexp> below, you will get yourself into a heap of trouble.
> > 
> > =cut
> > 
> > Set($ParseNewMessageForTicketCcs, undef);
> > 
> > =item C<$UseTransactionBatch>
> > 
> > Set C<$UseTransactionBatch> to 1 to execute transactions in batches,
> > such that a resolve and comment (for example) would happen
> > simultaneously, instead of as two transactions, unaware of each
> > others' existence.
> > 
> > =cut
> > 
> > Set($UseTransactionBatch, 1);
> > 
> > =item C<$StrictLinkACL>
> > 
> > When this feature is enabled a user needs I rights on
> > both tickets to link them together; otherwise, I rights
> > on either of them is sufficient.
> > 
> > =cut
> > 
> > Set($StrictLinkACL, 1);
> > 
> > =item C<$RedistributeAutoGeneratedMessages>
> > 
> > Should RT redistribute correspondence that it identifies as machine
> > generated?  A 1 will do so; setting this to 0 will cause no
> > such messages to be redistributed.  You can also use 'privileged' (the
> > default), which will redistribute only to privileged users. This helps
> > to protect against malformed bounces and loops caused by auto-created
> > requestors with bogus addresses.
> > 
> > =cut
> > 
> > Set($RedistributeAutoGeneratedMessages, "privileged");
> > 
> > =item C<$ApprovalRejectionNotes>
> > 
> > Should rejection notes from approvals be sent to the requestors?
> > 
> > =back
> > 
> > =cut
> > 
> > Set($ApprovalRejectionNotes, 1);
> > 
> > =head1 Extra security
> > 
> > =over 4
> > 
> > This is a list of extra security measures to enable that help keep your RT
> > safe.  If you don't know what these mean, you should almost certainly leave the
> > defaults alone.
> > 
> > =item C<$DisallowExecuteCode>
> > 
> > If set to a true value, the C right will be removed from
> > all users, B the superuser.  This is intended for when RT is
> > installed into a shared environment where even the superuser should not
> > be allowed to run arbitrary Perl code on the server via scrips.
> > 
> > =cut
> > 
> > Set($DisallowExecuteCode, 0);
> > 
> > =item C<$Framebusting>
> > 
> > If set to a false value, framekiller javascript will be disabled and the
> > X-Frame-Options: DENY header will be suppressed from all responses.
> > This disables RT's clickjacking protection.
> > 
> > =cut
> > 
> > Set($Framebusting, 1);
> > 
> > =back
> > 
> > =head1 Authorization and user configuration
> > 
> > =over 4
> > 
> > =item C<$WebExternalAuth>
> > 
> > If C<$WebExternalAuth> is defined, RT will defer to the environment's
> > REMOTE_USER variable.
> > 
> > =cut
> > 
> > Set($WebExternalAuth, undef);
> > 
> > =item C<$WebExternalAuthContinuous>
> > 
> > If C<$WebExternalAuthContinuous> is defined, RT will check for the
> > REMOTE_USER on each access.  If you would prefer this to only happen
> > once (at initial login) set this to a false value.  The default
> > setting will help ensure that if your external authentication system
> > deauthenticates a user, RT notices as soon as possible.
> > 
> > =cut
> > 
> > Set($WebExternalAuthContinuous, 1);
> > 
> > =item C<$WebFallbackToInternalAuth>
> > 
> > If C<$WebFallbackToInternalAuth> is defined, the user is allowed a
> > chance of fallback to the login screen, even if REMOTE_USER failed.
> > 
> > =cut
> > 
> > Set($WebFallbackToInternalAuth, undef);
> > 
> > =item C<$WebExternalGecos>
> > 
> > C<$WebExternalGecos> means to match 'gecos' field as the user
> > identity); useful with mod_auth_pwcheck and IIS Integrated Windows
> > logon.
> > 
> > =cut
> > 
> > Set($WebExternalGecos, undef);
> > 
> > =item C<$WebExternalAuto>
> > 
> > C<$WebExternalAuto> will create users under the same name as
> > REMOTE_USER upon login, if it's missing in the Users table.
> > 
> > =cut
> > 
> > Set($WebExternalAuto, undef);
> > 
> > =item C<$AutoCreate>
> > 
> > If C<$WebExternalAuto> is set to 1, C<$AutoCreate> will be passed to
> > User's Create method.  Use it to set defaults, such as creating
> > Unprivileged users with C<{ Privileged => 0 }> This must be a hashref.
> > 
> > =cut
> > 
> > Set($AutoCreate, undef);
> > 
> > =item C<$WebSessionClass>
> > 
> > C<$WebSessionClass> is the class you wish to use for managing
> > Sessions.  It defaults to use your SQL database, but if you are using
> > MySQL 3.x and plans to use non-ascii Queue names, uncomment and add
> > this line to F to prevent session corruption.
> > 
> > =cut
> > 
> > # Set($WebSessionClass, "Apache::Session::File");
> > 
> > =item C<$AutoLogoff>
> > 
> > By default, RT's user sessions persist until a user closes his or her
> > browser. With the C<$AutoLogoff> option you can setup session lifetime
> > in minutes. A user will be logged out if he or she doesn't send any
> > requests to RT for the defined time.
> > 
> > =cut
> > 
> > Set($AutoLogoff, 0);
> > 
> > =item C<$LogoutRefresh>
> > 
> > The number of seconds to wait after logout before sending the user to
> > the login page. By default, 1 second, though you may want to increase
> > this if you display additional information on the logout page.
> > 
> > =cut
> > 
> > Set($LogoutRefresh, 1);
> > 
> > =item C<$WebSecureCookies>
> > 
> > By default, RT's session cookie isn't marked as "secure". Some web
> > browsers will treat secure cookies more carefully than non-secure
> > ones, being careful not to write them to disk, only sending them over
> > an SSL secured connection, and so on. To enable this behavior, set
> > C<$WebSecureCookies> to 1.  NOTE: You probably don't want to turn this
> > on I users are only connecting via SSL encrypted HTTPS
> > connections.
> > 
> > =cut
> > 
> > Set($WebSecureCookies, 0);
> > 
> > =item C<$MinimumPasswordLength>
> > 
> > C<$MinimumPasswordLength> defines the minimum length for user
> > passwords. Setting it to 0 disables this check.
> > 
> > =cut
> > 
> > Set($MinimumPasswordLength, 5);
> > 
> > =back
> > 
> > 
> > =head1 Internationalization
> > 
> > =over 4
> > 
> > =item C<@LexiconLanguages>
> > 
> > An array that contains languages supported by RT's
> > internationalization interface.  Defaults to all *.po lexicons;
> > setting it to C will make RT bilingual instead of
> > multilingual, but will save some memory.
> > 
> > =cut
> > 
> > Set(@LexiconLanguages, qw(*));
> > 
> > =item C<@EmailInputEncodings>
> > 
> > An array that contains default encodings used to guess which charset
> > an attachment uses, if it does not specify one explicitly.  All
> > options must be recognized by L.  The first element may
> > also be '*', which enables encoding detection using
> > L, if installed.
> > 
> > =cut
> > 
> > Set(@EmailInputEncodings, qw(utf-8 iso-8859-1 us-ascii));
> > 
> > =item C<$EmailOutputEncoding>
> > 
> > The charset for localized email.  Must be recognized by Encode.
> > 
> > =cut
> > 
> > Set($EmailOutputEncoding, "utf-8");
> > 
> > =back
> > 
> > 
> > 
> > 
> > 
> > 
> > 
> > =head1 Date and time handling
> > 
> > =over 4
> > 
> > =item C<$DateTimeFormat>
> > 
> > You can choose date and time format.  See the "Output formatters"
> > section in perldoc F for more options.  This option
> > can be overridden by users in their preferences.
> > 
> > Some examples:
> > 
> > C
> > C "ISO", Seconds => 0 });>
> > C
> > C "RFC2822", Seconds => 0, DayOfWeek => 0 });>
> > 
> > =cut
> > 
> > Set($DateTimeFormat, "DefaultFormat");
> > 
> > # Next two options are for Time::ParseDate
> > 
> > =item C<$DateDayBeforeMonth>
> > 
> > Set this to 1 if your local date convention looks like "dd/mm/yy"
> > instead of "mm/dd/yy". Used only for parsing, not for displaying
> > dates.
> > 
> > =cut
> > 
> > Set($DateDayBeforeMonth, 1);
> > 
> > =item C<$AmbiguousDayInPast>, C<$AmbiguousDayInFuture>
> > 
> > Should an unspecified day or year in a date refer to a future or a
> > past value? For example, should a date of "Tuesday" default to mean
> > the date for next Tuesday or last Tuesday? Should the date "March 1"
> > default to the date for next March or last March?
> > 
> > Set C<$AmbiguousDayInPast> for the last date, or
> > C<$AmbiguousDayInFuture> for the next date; the default is usually
> > correct.  If both are set, C<$AmbiguousDayInPast> takes precedence.
> > 
> > =cut
> > 
> > Set($AmbiguousDayInPast, 0);
> > Set($AmbiguousDayInFuture, 0);
> > 
> > =item C<$DefaultTimeUnitsToHours>
> > 
> > Use this to set the default units for time entry to hours instead of
> > minutes.  Note that this only effects entry, not display.
> > 
> > =cut
> > 
> > Set($DefaultTimeUnitsToHours, 0);
> > 
> > =back
> > 
> > 
> > 
> > 
> > =head1 GnuPG integration
> > 
> > A full description of the (somewhat extensive) GnuPG integration can
> > be found by running the command `perldoc L` (or
> > `perldoc lib/RT/Crypt/GnuPG.pm` from your RT install directory).
> > 
> > =over 4
> > 
> > =item C<%GnuPG>
> > 
> > Set C to 'inline' to use inline encryption and
> > signatures instead of 'RFC' (GPG/MIME: RFC3156 and RFC1847) format.
> > 
> > If you want to allow people to encrypt attachments inside the DB then
> > set C to 1.
> > 
> > Set C to false if you don't want to reject
> > emails encrypted for key RT doesn't have and can not decrypt.
> > 
> > Set C to false if you don't want to reject letters
> > with incorrect GnuPG data.
> > 
> > =cut
> > 
> > Set(%GnuPG,
> >     Enable => 1,
> >     OutgoingMessagesFormat => "RFC", # Inline
> >     AllowEncryptDataInDB   => 0,
> > 
> >     RejectOnMissingPrivateKey => 1,
> >     RejectOnBadData           => 1,
> > );
> > 
> > =item C<%GnuPGOptions>
> > 
> > Options to pass to the GnuPG program.
> > 
> > If you override this in your RT_SiteConfig, you should be sure to
> > include a homedir setting.
> > 
> > Note that options with '-' character MUST be quoted.
> > 
> > =cut
> > 
> > Set(%GnuPGOptions,
> >     homedir => q{var/data/gpg},
> > 
> > # URL of a keyserver
> > #    keyserver => 'hkp://subkeys.pgp.net',
> > 
> > # enables the automatic retrieving of keys when encrypting
> > #    'auto-key-locate' => 'keyserver',
> > 
> > # enables the automatic retrieving of keys when verifying signatures
> > #    'auto-key-retrieve' => undef,
> > );
> > 
> > =back
> > 
> > 
> > 
> > =head1 Lifecycles
> > 
> > =head2 Lifecycle definitions
> > 
> > Each lifecycle is a list of possible statuses split into three logic
> > sets: B, B and B. Each status in a
> > lifecycle must be unique. (Statuses may not be repeated across sets.)
> > Each set may have any number of statuses.
> > 
> > For example:
> > 
> >     default => {
> >         initial  => ['new'],
> >         active   => ['open', 'stalled'],
> >         inactive => ['resolved', 'rejected', 'deleted'],
> >         ...
> >     },
> > 
> > Status names can be from 1 to 64 ASCII characters.  Statuses are
> > localized using RT's standard internationalization and localization
> > system.
> > 
> > =over 4
> > 
> > =item initial
> > 
> > You can define multiple B statuses for tickets in a given
> > lifecycle.
> > 
> > RT will automatically set its B date when you change a
> > ticket's status from an B state to an B or
> > B status.
> > 
> > =item active
> > 
> > B tickets are "currently in play" - they're things that are
> > being worked on and not yet complete.
> > 
> > =item inactive
> > 
> > B tickets are typically in their "final resting state".
> > 
> > While you're free to implement a workflow that ignores that
> > description, typically once a ticket enters an inactive state, it will
> > never again enter an active state.
> > 
> > RT will automatically set the B date when a ticket's status
> > is changed from an B or B status to an B
> > status.
> > 
> > B is still a special status and protected by the
> > B right, unless you re-defined rights (read below). If
> > you don't want to allow ticket deletion at any time simply don't
> > include it in your lifecycle.
> > 
> > =back
> > 
> > Statuses in each set are ordered and listed in the UI in the defined
> > order.
> > 
> > Changes between statuses are constrained by transition rules, as
> > described below.
> > 
> > =head2 Default values
> > 
> > In some cases a default value is used to display in UI or in API when
> > value is not provided. You can configure defaults using the following
> > syntax:
> > 
> >     default => {
> >         ...
> >         defaults => {
> >             on_create => 'new',
> >             on_resolve => 'resolved',
> >             ...
> >         },
> >     },
> > 
> > The following defaults are used.
> > 
> > =over 4
> > 
> > =item on_create
> > 
> > If you (or your code) doesn't specify a status when creating a ticket,
> > RT will use the this status. See also L > ticket creation>.
> > 
> > =item on_merge
> > 
> > When tickets are merged, the status of the ticket that was merged
> > away is forced to this value.  It should be one of inactive statuses;
> > 'resolved' or its equivalent is most probably the best candidate.
> > 
> > =item approved
> > 
> > When an approval is accepted, the status of depending tickets will
> > be changed to this value.
> > 
> > =item denied
> > 
> > When an approval is denied, the status of depending tickets will
> > be changed to this value.
> > 
> > =back
> > 
> > =head2 Transitions between statuses and UI actions
> > 
> > A B is a change of status from A to B. You should define
> > all possible transitions in each lifecycle using the following format:
> > 
> >     default => {
> >         ...
> >         transitions => {
> >             ''       => [qw(new open resolved)],
> >             new      => [qw(open resolved rejected deleted)],
> >             open     => [qw(stalled resolved rejected deleted)],
> >             stalled  => [qw(open)],
> >             resolved => [qw(open)],
> >             rejected => [qw(open)],
> >             deleted  => [qw(open)],
> >         },
> >         ...
> >     },
> > 
> > =head3 Statuses available during ticket creation
> > 
> > By default users can create tickets with any status, except
> > deleted. If you want to restrict statuses available during creation
> > then describe transition from '' (empty string), like in the example
> > above.
> > 
> > =head3 Protecting status changes with rights
> > 
> > A transition or group of transitions can be protected by a specific
> > right.  Additionally, you can name new right names, which will be added
> > to the system to control that transition.  For example, if you wished to
> > create a lesser right than ModifyTicket for rejecting tickets, you could
> > write:
> > 
> >     default => {
> >         ...
> >         rights => {
> >             '* -> deleted'  => 'DeleteTicket',
> >             '* -> rejected' => 'RejectTicket',
> >             '* -> *'        => 'ModifyTicket',
> >         },
> >         ...
> >     },
> > 
> > This would create a new C right in the system which you
> > could assign to whatever groups you choose.
> > 
> > On the left hand side you can have the following variants:
> > 
> >     ' -> '
> >     '* -> '
> >     ' -> *'
> >     '* -> *'
> > 
> > Valid transitions are listed in order of priority. If a user attempts
> > to change a ticket's status from B to B then the lifecycle
> > is checked for presence of an exact match, then for 'any to B',
> > 'B to any' and finally 'any to any'.
> > 
> > If you don't define any rights, or there is no match for a transition,
> > RT will use the B or B as appropriate.
> > 
> > =head3 Labeling and defining actions
> > 
> > For each transition you can define an action that will be shown in the
> > UI; each action annotated with a label and an update type.
> > 
> > Each action may provide a default update type, which can be
> > B, B, or absent. For example, you may want your
> > staff to write a reply to the end user when they change status from
> > B to B, and thus set the update to B.  Neither
> > B nor B are mandatory, and user may leave the
> > message empty, regardless of the update type.
> > 
> > This configuration can be used to accomplish what
> > $ResolveDefaultUpdateType was used for in RT 3.8.
> > 
> > Use the following format to define labels and actions of transitions:
> > 
> >     default => {
> >         ...
> >         actions => [
> >             'new -> open'     => { label => 'Open it', update => 'Respond' },
> >             'new -> resolved' => { label => 'Resolve', update => 'Comment' },
> >             'new -> rejected' => { label => 'Reject',  update => 'Respond' },
> >             'new -> deleted'  => { label => 'Delete' },
> > 
> >             'open -> stalled'  => { label => 'Stall',   update => 'Comment' },
> >             'open -> resolved' => { label => 'Resolve', update => 'Comment' },
> >             'open -> rejected' => { label => 'Reject',  update => 'Respond' },
> > 
> >             'stalled -> open'  => { label => 'Open it' },
> >             'resolved -> open' => { label => 'Re-open', update => 'Comment' },
> >             'rejected -> open' => { label => 'Re-open', update => 'Comment' },
> >             'deleted -> open'  => { label => 'Undelete' },
> >         ],
> >         ...
> >     },
> > 
> > In addition, you may define multiple actions for the same transition.
> > Alternately, you may use '* -> x' to match more than one transition.
> > For example:
> > 
> >     default => {
> >         ...
> >         actions => [
> >             ...
> >             'new -> rejected' => { label => 'Reject', update => 'Respond' },
> >             'new -> rejected' => { label => 'Quick Reject' },
> >             ...
> >             '* -> deleted' => { label => 'Delete' },
> >             ...
> >         ],
> >         ...
> >     },
> > 
> > =head2 Moving tickets between queues with different lifecycles
> > 
> > Unless there is an explicit mapping between statuses in two different
> > lifecycles, you can not move tickets between queues with these
> > lifecycles.  Such a mapping is defined as follows:
> > 
> >     __maps__ => {
> >         'from lifecycle -> to lifecycle' => {
> >             'status in left lifecycle' => 'status in right lifecycle',
> >             ...
> >         },
> >         ...
> >     },
> > 
> > =cut
> > 
> > Set(%Lifecycles,
> >     default => {
> >         initial         => [ 'new' ],
> >         active          => [ 'open', 'stalled' ],
> >         inactive        => [ 'resolved', 'rejected', 'deleted' ],
> > 
> >         defaults => {
> >             on_create => 'new',
> >             on_merge  => 'resolved',
> >             approved  => 'open',
> >             denied    => 'rejected',
> >         },
> > 
> >         transitions => {
> >             ''       => [qw(new open resolved)],
> > 
> >             # from   => [ to list ],
> >             new      => [qw(open stalled resolved rejected deleted)],
> >             open     => [qw(new stalled resolved rejected deleted)],
> >             stalled  => [qw(new open rejected resolved deleted)],
> >             resolved => [qw(new open stalled rejected deleted)],
> >             rejected => [qw(new open stalled resolved deleted)],
> >             deleted  => [qw(new open stalled rejected resolved)],
> >         },
> >         rights => {
> >             '* -> deleted'  => 'DeleteTicket',
> >             '* -> *'        => 'ModifyTicket',
> >         },
> >         actions => [
> >             'new -> open'      => {
> >                 label  => 'Open It', # loc
> >                 update => 'Respond',
> >             },
> >             'new -> resolved'  => {
> >                 label  => 'Resolve', # loc
> >                 update => 'Comment',
> >             },
> >             'new -> rejected'  => {
> >                 label  => 'Reject', # loc
> >                 update => 'Respond',
> >             },
> >             'new -> deleted'   => {
> >                 label  => 'Delete', # loc
> >             },
> > 
> >             'open -> stalled'  => {
> >                 label  => 'Stall', # loc
> >                 update => 'Comment',
> >             },
> >             'open -> resolved' => {
> >                 label  => 'Resolve', # loc
> >                 update => 'Comment',
> >             },
> >             'open -> rejected' => {
> >                 label  => 'Reject', # loc
> >                 update => 'Respond',
> >             },
> > 
> >             'stalled -> open'  => {
> >                 label  => 'Open It', # loc
> >             },
> >             'resolved -> open' => {
> >                 label  => 'Re-open', # loc
> >                 update => 'Comment',
> >             },
> >             'rejected -> open' => {
> >                 label  => 'Re-open', # loc
> >                 update => 'Comment',
> >             },
> >             'deleted -> open'  => {
> >                 label  => 'Undelete', # loc
> >             },
> >         ],
> >     },
> > # don't change lifecyle of the approvals, they are not capable to deal with
> > # custom statuses
> >     approvals => {
> >         initial         => [ 'new' ],
> >         active          => [ 'open', 'stalled' ],
> >         inactive        => [ 'resolved', 'rejected', 'deleted' ],
> > 
> >         defaults => {
> >             on_create => 'new',
> >             on_merge => 'resolved',
> >         },
> > 
> >         transitions => {
> >             ''       => [qw(new open resolved)],
> > 
> >             # from   => [ to list ],
> >             new      => [qw(open stalled resolved rejected deleted)],
> >             open     => [qw(new stalled resolved rejected deleted)],
> >             stalled  => [qw(new open rejected resolved deleted)],
> >             resolved => [qw(new open stalled rejected deleted)],
> >             rejected => [qw(new open stalled resolved deleted)],
> >             deleted  => [qw(new open stalled rejected resolved)],
> >         },
> >         rights => {
> >             '* -> deleted'  => 'DeleteTicket',
> >             '* -> rejected' => 'ModifyTicket',
> >             '* -> *'        => 'ModifyTicket',
> >         },
> >         actions => [
> >             'new -> open'      => {
> >                 label  => 'Open It', # loc
> >                 update => 'Respond',
> >             },
> >             'new -> resolved'  => {
> >                 label  => 'Resolve', # loc
> >                 update => 'Comment',
> >             },
> >             'new -> rejected'  => {
> >                 label  => 'Reject', # loc
> >                 update => 'Respond',
> >             },
> >             'new -> deleted'   => {
> >                 label  => 'Delete', # loc
> >             },
> > 
> >             'open -> stalled'  => {
> >                 label  => 'Stall', # loc
> >                 update => 'Comment',
> >             },
> >             'open -> resolved' => {
> >                 label  => 'Resolve', # loc
> >                 update => 'Comment',
> >             },
> >             'open -> rejected' => {
> >                 label  => 'Reject', # loc
> >                 update => 'Respond',
> >             },
> > 
> >             'stalled -> open'  => {
> >                 label  => 'Open It', # loc
> >             },
> >             'resolved -> open' => {
> >                 label  => 'Re-open', # loc
> >                 update => 'Comment',
> >             },
> >             'rejected -> open' => {
> >                 label  => 'Re-open', # loc
> >                 update => 'Comment',
> >             },
> >             'deleted -> open'  => {
> >                 label  => 'Undelete', # loc
> >             },
> >         ],
> >     },
> > );
> > 
> > 
> > 
> > 
> > 
> > =head1 Administrative interface
> > 
> > =over 4
> > 
> > =item C<$ShowRTPortal>
> > 
> > RT can show administrators a feed of recent RT releases and other
> > related announcements and information from Best Practical on the top
> > level Configuration page.  This feature helps you stay up to date on
> > RT security announcements and version updates.
> > 
> > RT provides this feature using an "iframe" on C
> > which asks the administrator's browser to show an inline page from
> > Best Practical's website.
> > 
> > If you'd rather not make this feature available to your
> > administrators, set C<$ShowRTPortal> to a false value.
> > 
> > =cut
> > 
> > Set($ShowRTPortal, 1);
> > 
> > =item C<%AdminSearchResultFormat>
> > 
> > In the admin interface, format strings similar to tickets result
> > formats are used. Use C<%AdminSearchResultFormat> to define the format
> > strings used in the admin interface on a per-RT-class basis.
> > 
> > =cut
> > 
> > Set(%AdminSearchResultFormat,
> >     Queues =>
> >         q{'__id__/TITLE:#'}
> >         .q{,'__Name__/TITLE:Name'}
> >         .q{,__Description__,__Address__,__Priority__,__DefaultDueIn__,__Disabled__},
> > 
> >     Groups =>
> >         q{'__id__/TITLE:#'}
> >         .q{,'__Name__/TITLE:Name'}
> >         .q{,'__Description__'},
> > 
> >     Users =>
> >         q{'__id__/TITLE:#'}
> >         .q{,'__Name__/TITLE:Name'}
> >         .q{,__RealName__, __EmailAddress__},
> > 
> >     CustomFields =>
> >         q{'__id__/TITLE:#'}
> >         .q{,'__Name__/TITLE:Name'}
> >         .q{,__AppliedTo__, __FriendlyType__, __FriendlyPattern__},
> > 
> >     Scrips =>
> >         q{'__id__/TITLE:#'}
> >         .q{,'__Description__/TITLE:Description'}
> >         .q{,__Stage__, __Condition__, __Action__, __Template__},
> > 
> >     Templates =>
> >         q{'__id__/TITLE:#'}
> >         .q{,'__Name__/TITLE:Name'}
> >         .q{,'__Description__'},
> >     Classes =>
> >         q{ '__id__/TITLE:#'}
> >         .q{,'__Name__/TITLE:Name'}
> >         .q{,__Description__},
> > );
> > 
> > =back
> > 
> > 
> > 
> > 
> > =head1 Development options
> > 
> > =over 4
> > 
> > =item C<$DevelMode>
> > 
> > RT comes with a "Development mode" setting.  This setting, as a
> > convenience for developers, turns on several of development options
> > that you most likely don't want in production:
> > 
> > =over 4
> > 
> > =item *
> > 
> > Uses L to reload changed Perl modules on each
> > request.
> > 
> > =item *
> > 
> > Turns off Mason's C directive; this causes Mason to
> > reload template files which have been modified on disk.
> > 
> > =item *
> > 
> > Turns on Mason's HTML C; this renders compilation errors
> > to the browser, along with a full stack trace.  It is possible for
> > stack traces to reveal sensitive information such as passwords or
> > ticket content.
> > 
> > =item *
> > 
> > Turns off caching of callbacks; this enables additional callbacks to
> > be added while the server is running.
> > 
> > =back
> > 
> > =cut
> > 
> > Set($DevelMode, "0");
> > 
> > 
> > =item C<$RecordBaseClass>
> > 
> > What abstract base class should RT use for its records. You should
> > probably never change this.
> > 
> > Valid values are C or
> > C
> > 
> > =cut
> > 
> > Set($RecordBaseClass, "DBIx::SearchBuilder::Record::Cachable");
> > 
> > 
> > =item C<@MasonParameters>
> > 
> > C<@MasonParameters> is the list of parameters for the constructor of
> > HTML::Mason's Apache or CGI Handler.  This is normally only useful for
> > debugging, e.g. profiling individual components with:
> > 
> >     use MasonX::Profiler; # available on CPAN
> >     Set(@MasonParameters, (preamble => 'my $p = MasonX::Profiler->new($m, $r);'));
> > 
> > =cut
> > 
> > Set(@MasonParameters, ());
> > 
> > =item C<$StatementLog>
> > 
> > RT has rudimentary SQL statement logging support; simply set
> > C<$StatementLog> to be the level that you wish SQL statements to be
> > logged at.
> > 
> > Enabling this option will also expose the SQL Queries page in the
> > Configuration -> Tools menu for SuperUsers.
> > 
> > =cut
> > 
> > Set($StatementLog, undef);
> > 
> > =back
> > 
> > 
> > 
> > 
> > =head1 Deprecated options
> > 
> > =over 4
> > 
> > =item C<$LinkTransactionsRun1Scrip>
> > 
> > RT-3.4 backward compatibility setting. Add/Delete Link used to record
> > one transaction and run one scrip. Set this value to 1 if you want
> > only one of the link transactions to have scrips run.
> > 
> > =cut
> > 
> > Set($LinkTransactionsRun1Scrip, 0);
> > 
> > # The order in which the services defined in ExternalSettings
> > # should be used to authenticate users. User is authenticated
> > # if successfully confirmed by any service - no more services
> > # are checked.
> > Set($ExternalAuthPriority,  [   'My_LDAP',
> >                                 'My_MySQL',
> >                                 'My_SSO_Cookie'
> >                             ]
> > );
> > 
> > # The order in which the services defined in ExternalSettings
> > # should be used to get information about users. This includes
> > # RealName, Tel numbers etc, but also whether or not the user
> > # should be considered disabled. 
> > #
> > # Once user info is found, no more services are checked.
> > #
> > # You CANNOT use a SSO cookie for authentication.
> > Set($ExternalInfoPriority,  [   'My_MySQL',
> >                                 'My_LDAP'
> >                             ]
> > );
> > 
> > # If this is set to true, then the relevant packages will
> > # be loaded to use SSL/TLS connections. At the moment,
> > # this just means "use Net::SSLeay;"
> > Set($ExternalServiceUsesSSLorTLS,    0);
> > 
> > # If this is set to 1, then users should be autocreated by RT
> > # as internal users if they fail to authenticate from an
> > # external service.
> > Set($AutoCreateNonExternalUsers,    1);
> > 
> > # These are the full settings for each external service as a HashOfHashes
> > # Note that you may have as many external services as you wish. They will
> > # be checked in the order specified in the Priority directives above.
> > # e.g. 
> > #   Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']);
> > #
> > Set($ExternalSettings,      {   
> >                                 # AN EXAMPLE LDAP SERVICE
> >                                 'My_LDAP'       =>  {   ## GENERIC SECTION
> >                                                         # The type of service (db/ldap/cookie) 
> >                                                         'type'                      =>  'ldap',
> >                                                         # The server hosting the service
> >                                                         'server'                    =>  'ldap01.example.com',
> >                                                         ## SERVICE-SPECIFIC SECTION
> >                                                         # If you can bind to your LDAP server anonymously you should 
> >                                                         # remove the user and pass config lines, otherwise specify them here:
> >                                                         # 
> >                                                         # The username RT should use to connect to the LDAP server 
> >                                                         #'user'                      =>  'uid=Dunphy,ou=People,cn=mlbam,cn=com',
> >                                                         # The password RT should use to connect to the LDAP server
> >                                                         #'pass'                    =>  'secret',
> >                                                         #
> >                                                         # The LDAP search base
> >                                                         'base'                      =>  'ou=People,dc=example,dc=com',
> >                                                         #
> >                                                         # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
> >                                                         # YOU **MUST** SPECIFY A filter AND A d_filter!!
> >                                                         #
> >                                                         # The filter to use to match RT-Users
> >                                                         'filter'                    =>  '(objectclass=*)',
> >                                                         # A catch-all example filter: '(objectClass=*)'
> >                                                         #
> >                                                         # The filter that will only match disabled users
> >                                                         'd_filter'                  =>  '(objectClass=FooBarBaz)',
> >                                                         # A catch-none example d_filter: '(objectClass=FooBarBaz)'
> >                                                         #
> >                                                         # Should we try to use TLS to encrypt connections?
> >                                                         'tls'                       =>  0,
> >                                                         # SSL Version to provide to Net::SSLeay *if* using SSL
> >                                                         #'ssl_version'               =>  2,
> >                                                         # What other args should I pass to Net::LDAP->new($host, at args)?
> >                                                         'net_ldap_args'             => [    version =>  3   ],
> >                                                         # Does authentication depend on group membership? What group name?
> >                                                         #'group'                     =>  'RTUsers',
> >                                                         # What is the attribute for the group object that determines membership?
> >                                                         #'group_attr'                =>  'cn',
> >                                                         ## RT ATTRIBUTE MATCHING SECTION
> >                                                         # The list of RT attributes that uniquely identify a user
> > 							# This example shows what you *can* specify.. I recommend reducing this
> >                                                         # to just the Name and EmailAddress to save encountering problems later.
> >                                                         'attr_match_list'           => [    'Name',
> >                                                                                             'EmailAddress', 
> >                                                                                         ],
> >                                                         # The mapping of RT attributes on to LDAP attributes
> >                                                         'attr_map'                  =>  {   'Name' => 'uid',
> >                                                                                             'EmailAddress' => 'mail',
> >                                                                                         }
> >                                                     },
> >                                 # An example SSO cookie service
> >                                 'My_SSO_Cookie'  => {   # # The type of service (db/ldap/cookie)
> >                                                         'type'                      =>  'cookie',
> >                                                         # The name of the cookie to be used
> >                                                         'name'                      =>  'loginCookieValue',
> >                                                         # The users table
> >                                                         'u_table'                   =>  'users',
> >                                                         # The username field in the users table
> >                                                         'u_field'                   =>  'username',
> >                                                         # The field in the users table that uniquely identifies a user
> >                                                         # and also exists in the cookies table
> >                                                         'u_match_key'               =>  'userID',
> >                                                         # The cookies table
> >                                                         'c_table'                   =>  'login_cookie',
> >                                                         # The field that stores cookie values
> >                                                         'c_field'                   =>  'loginCookieValue',
> >                                                         # The field in the cookies table that uniquely identifies a user
> >                                                         # and also exists in the users table
> >                                                         'c_match_key'               =>  'loginCookieUserID',
> >                                                         # The DB service in this configuration to use to lookup the cookie information
> >                                                         'db_service_name'           =>  'My_MySQL'
> >                                                     }
> >                                 }
> > );
> > 
> > 1;
> > 
> > 
> > Set($LogToFile,      'debug');
> > Set($LogToFileNamed, 'rt.log');
> > Set($LogDir,         '/usr/local/rt4/var/log');
> > 
> > 1;
> > 
> > 
> > 
> > ---------
> > 
> > 
> > thank you very much for any advice you may have!
> > 
> > tim
> > 
> > 
> > 
> >  
> > --------
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > * Boston  March 5 & 6, 2012
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
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From falcone at bestpractical.com  Thu Feb  2 12:15:33 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 2 Feb 2012 12:15:33 -0500
Subject: [rt-users] Problem configuring AD integration
In-Reply-To: <1510549EAAD18048862A0BB9D645881234743B@WISEXC02.wiseplatforms.local>
References: <1510549EAAD18048862A0BB9D645881234743B@WISEXC02.wiseplatforms.local>
Message-ID: <20120202171533.GK5178@jibsheet.com>

On Thu, Feb 02, 2012 at 04:21:48PM +0000, Bruno Martins wrote:
> Can't call method "as_string" on an undefined value at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 304.
> 
> I've followed instructions at http://requesttracker.wikia.com/wiki/ExternalAuth to set this up.

I suggest the docs in the config and with the module over anything on
the wiki.

> Set($ExternalAuthPriority,  [   'My_LDAP',
>                                 'My_MySQL',
>                                 'My_SSO_Cookie'
>                             ]
> );
> 
> Set($ExternalInfoPriority,  [   'My_MySQL',
>                                 'My_LDAP'
>                             ]
> );

Why do you have all of these turned on? You've only configured
My_LDAP. Telling RT to look into a misconfigured My_MySQL will only
cause other errors.

The config as shipped is an example and you should remove the pieces
you aren't using.

>                                 'My_LDAP'       =>  {   ## GENERIC SECTION
>                                                         # The type of service (db/ldap/cookie) 
>                                                         'type'                      =>  'ldap',
>                                                         # The server hosting the service
>                                                         'server'                    =>  'jupiter.galileu-f.galileu.pt',
>                                                         ## SERVICE-SPECIFIC SECTION
>                                                         # If you can bind to your LDAP server anonymously you should 
>                                                         # remove the user and pass config lines, otherwise specify them here:
>                                                         # 
>                                                         # The username RT should use to connect to the LDAP server 
>                                                         'user'                      =>  'ldap_domainadmin',
>                                                         # The password RT should use to connect to the LDAP server
>                                                         'pass'                    =>  'ldap_password',
>                                                         #
>                                                         # The LDAP search base
>                                                         'base'                      =>  'dc=galileu-f,dc=galileu,dc=pt',
>                                                         #
>                                                         # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!

See this doc ^

>                                                         # YOU **MUST** SPECIFY A filter AND A d_filter!!
>                                                         #
>                                                         # The filter to use to match RT-Users
>                                                         'filter'                    =>  'objectClass=*',

You're missing parens on this filter which I believe is causing your
problem.

>                                                         # A catch-all example filter: '(objectClass=*)'
>                                                         #
>                                                         # The filter that will only match disabled users
>                                                         'd_filter'                  =>  'UserAccountControl:1.2.840.113556.1.4.803:=2',
>                                                         # A catch-none example d_filter: '(objectClass=FooBarBaz)'
>                                                         #
>                                                         # Should we try to use TLS to encrypt connections?
>                                                         'tls'                       =>  0,
>                                                         # SSL Version to provide to Net::SSLeay *if* using SSL
>                                                         'ssl_version'               =>  3,
>                                                         # What other args should I pass to Net::LDAP->new($host, at args)?
>                                                         'net_ldap_args'             => [    version =>  3 , port => 3268  ],
>                                                         # Does authentication depend on group membership? What group name?
>                                                         #'group'                     =>  'GROUP_NAME',
>                                                         # What is the attribute for the group object that determines membership?
>                                                         #'group_attr'                =>  'GROUP_ATTR',
>                                                         ## RT ATTRIBUTE MATCHING SECTION
>                                                         # The list of RT attributes that uniquely identify a user
> 							# This example shows what you *can* specify.. I recommend reducing this
>                                                         # to just the Name and EmailAddress to save encountering problems later.
>                                                         'attr_match_list'           => [    'Name',
>                                                                                             'EmailAddress', 
>                                                                                             'RealName',
>                                                                                             'WorkPhone', 
>                                                                                             'Address2'
>                                                                                         ],

You also want to read the doc above attr_match_list.  As configured, you
cannot have to Bob Smiths in your RT.

-kevin

>                                                         # The mapping of RT attributes on to LDAP attributes
>                                                         'attr_map'                  =>  {   'Name' => 'sAMAccountName',
>                                                                                             'EmailAddress' => 'mail',
>                                                                                             'Organization' => 'physicalDeliveryOfficeName',
>                                                                                             'RealName' => 'cn',
>                                                                                             'ExternalAuthId' => 'sAMAccountName',
>                                                                                             'Gecos' => 'sAMAccountName',
>                                                                                             'WorkPhone' => 'telephoneNumber',
>                                                                                             'Address1' => 'streetAddress',
>                                                                                             'City' => 'l',
>                                                                                             'State' => 'st',
>                                                                                             'Zip' => 'postalCode',
>                                                                                             'Country' => 'co'
>                                                                                         }
>                                                     },
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From falcone at bestpractical.com  Thu Feb  2 12:17:16 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 2 Feb 2012 12:17:16 -0500
Subject: [rt-users] External Auth using Active Directory 2008
In-Reply-To: <84E70F84D007E14BBD13A402719AF27C15833CF1@SN2PRD0102MB153.prod.exchangelabs.com>
References: <84E70F84D007E14BBD13A402719AF27C15832CC1@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120201233243.GF5178@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C15833CF1@SN2PRD0102MB153.prod.exchangelabs.com>
Message-ID: <20120202171716.GL5178@jibsheet.com>

On Thu, Feb 02, 2012 at 04:16:53PM +0000, Howell, Van wrote:
> I do not have Debugging turned on. I am going to need some help turning it on since this is new to me.
> 
> Here are some errors from /var/log/messages...
> 
> This is a failed attempt...
> 
> Feb  1 16:02:25 localhost RT: My_LDAP AUTH FAILED mary.servantez (can't bind: LDAP_INVALID_CREDENTIALS 49 ) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:82)
> Feb  1 16:02:25 localhost RT: FAILED LOGIN for mary.servantez from 10.1.41.95 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)
> 
> Here is a successful attemt....
> 
> Feb  2 10:14:02 localhost RT: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( My_LDAP ): test.account (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139)
> Feb  2 10:14:02 localhost RT: Couldn't enable user 28 (/opt/rt4/sbin/../lib/RT/User.pm:1066)
> Feb  2 10:14:02 localhost RT: User marked as ENABLED ( test.account ) per External Service (, ) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:274)
> Feb  2 10:14:02 localhost RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , City: , Country: , EmailAddress: test.account at LCU.EDU, ExternalAuthId: test.account, Gecos: test.account, Name: test.account, Organization: , RealName: Test Account, State: , WorkPhone: , Zip:  (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
> Feb  2 10:14:02 localhost RT: Successful login for test.account from 10.1.5.9 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:219)

Since you're seeing these in /var/log/messages I assume you're using
the syslog configuration.

You want to read about LogToSyslog in etc/RT_Config.pm then copy that
setting to RT_SiteConfig.pm and change it to debug.

Restart RT and try the failed login again.

-kevin
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From jnarins at seniorbridge.com  Thu Feb  2 13:25:13 2012
From: jnarins at seniorbridge.com (Josh Narins)
Date: Thu, 2 Feb 2012 13:25:13 -0500
Subject: [rt-users] Two questions
In-Reply-To: <20120201190535.GA95897@jibsheet.com>
References: 
	<20120131173512.GX95897@jibsheet.com>

	<20120201190535.GA95897@jibsheet.com>
Message-ID: 

> On Tue, Jan 31, 2012 at 12:54:04PM -0500, Josh Narins wrote:
> > > On Tue, Jan 31, 2012 at 09:28:00AM -0500, Josh Narins wrote:
> > > >    I got partway along writing a Mail Plugin for RT3.8, but,
> > > somewhere along the way, I lost it.
> > > >
> > > >    Can anyone point me to any documentation on them? My goal is
> to
> > > remove the endlessly
> > > >    duplicating newlines of the quoted text on each reply to our
> > > tickets and to remove the
> > > >    signatures.
> > >
> > > There is actually code in 3.8.10 or later to work around Outlook's
> > > bugs with newlines.
> >
> > I'm running 4.0.2 and still have the problem.
>
> Please followup with some sample data to rt-bugs?  Thanks

Sure. What data do you actually want? I'm happy to run any sort of
query. I found a ticket with no business-sensitive information that
has the problem.

Josh Narins
Director of Application Development
SeniorBridge

845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Mobile: (917) 488-6248
Fax: (212) 994-4260
jnarins at seniorbridge.com

SeniorBridge
Managing Complex Chronic Care
http://www.seniorbridge.com

SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.

From van.howell at lcu.edu  Thu Feb  2 13:21:20 2012
From: van.howell at lcu.edu (Howell, Van)
Date: Thu, 2 Feb 2012 18:21:20 +0000
Subject: [rt-users] External Auth using Active Directory 2008
In-Reply-To: <20120202171716.GL5178@jibsheet.com>
References: <84E70F84D007E14BBD13A402719AF27C15832CC1@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120201233243.GF5178@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C15833CF1@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120202171716.GL5178@jibsheet.com>
Message-ID: <84E70F84D007E14BBD13A402719AF27C1583405E@SN2PRD0102MB153.prod.exchangelabs.com>

I added Set($LogToSyslog, "debug"); to my RT_SiteConfig.pm file
I don't seem to be getting an more logging.
I restarted the httpd service, didn't see any more logging so I restarted the server.

This is the entire tail of the messages log....

[root at OpenNMS etc]# tail /var/log/messages
Feb  2 11:56:45 localhost abrtd: Dump directory is a duplicate of /var/spool/abrt/ccpp-2012-02-01-14:08:36-18683
Feb  2 11:56:45 localhost abrtd: Deleting dump directory ccpp-2012-02-02-11:54:56-2567 (dup of ccpp-2012-02-01-14:08:36-18683), sending dbus signal
Feb  2 12:00:42 localhost RT: The actual HTTP_HOST (192.168.1.200) does NOT match the configured WebDomain (lcu.edu). Perhaps you should Set($WebDomain, '192.168.1.200'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087)
Feb  2 12:05:43 localhost RT: The actual HTTP_HOST (192.168.1.200) does NOT match the configured WebDomain (lcu.edu). Perhaps you should Set($WebDomain, '192.168.1.200'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087)
Feb  2 12:10:44 localhost RT: The actual HTTP_HOST (192.168.1.200) does NOT match the configured WebDomain (helpdesk.lcu.edu). Perhaps you should Set($WebDomain, '192.168.1.200'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087)
Feb  2 12:14:00 localhost RT: My_LDAP AUTH FAILED: van.howell (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
Feb  2 12:14:00 localhost RT: FAILED LOGIN for van.howell from 10.1.5.9 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)
Feb  2 12:15:45 localhost RT: The actual HTTP_HOST (192.168.1.200) does NOT match the configured WebDomain (helpdesk.lcu.edu). Perhaps you should Set($WebDomain, '192.168.1.200'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087)
Feb  2 12:16:16 localhost RT: My_LDAP AUTH FAILED: van.howell (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
Feb  2 12:16:16 localhost RT: FAILED LOGIN for van.howell from 10.1.5.9 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)

Thanks for helping with this.

Van Howell
System Administrator
Lubbock Christian University

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Thursday, February 02, 2012 11:17 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] External Auth using Active Directory 2008

On Thu, Feb 02, 2012 at 04:16:53PM +0000, Howell, Van wrote:
> I do not have Debugging turned on. I am going to need some help turning it on since this is new to me.
> 
> Here are some errors from /var/log/messages...
> 
> This is a failed attempt...
> 
> Feb  1 16:02:25 localhost RT: My_LDAP AUTH FAILED mary.servantez 
> (can't bind: LDAP_INVALID_CREDENTIALS 49 ) 
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalA
> uth/LDAP.pm:82) Feb  1 16:02:25 localhost RT: FAILED LOGIN for 
> mary.servantez from 10.1.41.95 
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)
> 
> Here is a successful attemt....
> 
> Feb  2 10:14:02 localhost RT: RT::Authen::ExternalAuth::LDAP::GetAuth 
> External Auth OK ( My_LDAP ): test.account 
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalA
> uth/LDAP.pm:139) Feb  2 10:14:02 localhost RT: Couldn't enable user 28 
> (/opt/rt4/sbin/../lib/RT/User.pm:1066)
> Feb  2 10:14:02 localhost RT: User marked as ENABLED ( test.account ) 
> per External Service (, ) 
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalA
> uth.pm:274) Feb  2 10:14:02 localhost RT: 
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , 
> City: , Country: , EmailAddress: test.account at LCU.EDU, ExternalAuthId: 
> test.account, Gecos: test.account, Name: test.account, Organization: , 
> RealName: Test Account, State: , WorkPhone: , Zip:  
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalA
> uth.pm:536) Feb  2 10:14:02 localhost RT: Successful login for 
> test.account from 10.1.5.9 
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalA
> uth.pm:219)

Since you're seeing these in /var/log/messages I assume you're using the syslog configuration.

You want to read about LogToSyslog in etc/RT_Config.pm then copy that setting to RT_SiteConfig.pm and change it to debug.

Restart RT and try the failed login again.

-kevin

From bluethundr at jokefire.com  Thu Feb  2 14:15:28 2012
From: bluethundr at jokefire.com (Tim Dunphy)
Date: Thu, 02 Feb 2012 19:15:28 -0000 (UTC)
Subject: [rt-users] RT Bounce messages
In-Reply-To: <20120202171045.GJ5178@jibsheet.com>
Message-ID: 

>In this case, it means RT will be comparing against all the Queue
>address and your Correspond/Comment address.  Is it possible that RT
>is sending to an email address that feeds back into RT via an
>/etc/aliases file or something similar?

Interesting question. I did try the approach of using the aliases file in order to retrieve emails into the RT database, but I was having a little trouble with that. So, while it's a bit kludgy, I ultimately chose to achive this through pop and that's been working quite well. However I never got around to removing the aliases entry.

>From my aliases file:

#rt: "|/usr/local/rt4/bin/rt-mailgate --queue ops --action correspond --url http://rt.mm3.mlbam.com/helpdesk"

#rt-comment: "|/usr/local/rt4/bin/rt-mailgate --queue ops --action comment --url http://rt.mm3.mlbam.com/helpdesk"

ops: "|/usr/local/rt4/bin/rt-mailgate --queue ops --action correspond --url http://rt.mm3.mlbam.com/helpdesk"
ops-comment: "|/usr/local/rt4/bin/rt-mailgate --queue ops --action comment --url http://rt.mm3.mlbam.com/helpdesk"

I notice that I commented out the first two rt entries but left a couple of entries for queues that I had built in there.

I'll try removing those and see if that resolves the issue.

>It'd be useful to see that diff, more than the SiteCOnfig at this
>point, and you should consider cleaning it up so you'll know in the
>future what options you've overridden.

OK here we go... this is the diff of the RT_ConfigFile.pm and the RT_SiteConfig.pm file:

------------------------------------------------------------------

1c1
< #
---
> 
38c38
< Set($rtname, "example.com");
---
> Set($rtname, "mlb.com");
50c50
< Set($Organization, "example.com");
---
> Set($Organization, "mlb.com");
65c65
< Set($CorrespondAddress, '');
---
> Set($CorrespondAddress, 'rt at mm3.mlbam.com');
67c67
< Set($CommentAddress, '');
---
> Set($CommentAddress, 'rt-comment at mm3.mlbam.com');
76c76
< Set($WebDomain, "localhost");
---
> Set($WebDomain, "rt.mm3.mlbam.com");
103c103
< Set($WebPath, "");
---
> Set($WebPath, "/helpdesk");
128c128
< Set(@Plugins, ());
---
> Set(@Plugins, qw(RT::Authen::ExternalAuth));
316c316
< Set($OwnerEmail, 'root');
---
> Set($OwnerEmail, 'tim.dunphy at mlb.com');
458a459,460
> Set($SendmailPath , "/usr/local/rt4/bin/msmtp_wrapper");
> 
797a800
> #Set($WebDefaultStylesheet, "ballard");
807c810
< # Set($DefaultQueue, "General");
---
> Set($DefaultQueue, "Ops");
902c905,906
< Set($UsernameFormat, "concise");
---
> #Set($UsernameFormat, "concise");
> Set($UsernameFormat, "verbose");
2558c2562,2654
< =item C<$ResolveDefaultUpdateType>
---
> # The order in which the services defined in ExternalSettings
> # should be used to authenticate users. User is authenticated
> # if successfully confirmed by any service - no more services
> # are checked.
> Set($ExternalAuthPriority,  [   'My_LDAP',
>                                 'My_MySQL',
>                                 'My_SSO_Cookie'
>                             ]
> );
> 
> # The order in which the services defined in ExternalSettings
> # should be used to get information about users. This includes
> # RealName, Tel numbers etc, but also whether or not the user
> # should be considered disabled. 
> #
> # Once user info is found, no more services are checked.
> #
> # You CANNOT use a SSO cookie for authentication.
> Set($ExternalInfoPriority,  [   'My_MySQL',
>                                 'My_LDAP'
>                             ]
> );
> 
> # If this is set to true, then the relevant packages will
> # be loaded to use SSL/TLS connections. At the moment,
> # this just means "use Net::SSLeay;"
> Set($ExternalServiceUsesSSLorTLS,    0);
> 
> # If this is set to 1, then users should be autocreated by RT
> # as internal users if they fail to authenticate from an
> # external service.
> Set($AutoCreateNonExternalUsers,    1);
> 
> # These are the full settings for each external service as a HashOfHashes
> # Note that you may have as many external services as you wish. They will
> # be checked in the order specified in the Priority directives above.
> # e.g. 
> #   Set(ExternalAuthPriority,['My_LDAP']);
> #
> Set($ExternalSettings,      {   
>                                 # AN EXAMPLE LDAP SERVICE
>                                 'My_LDAP'       =>  {   ## GENERIC SECTION
>                                                         # The type of service (db/ldap/cookie) 
>                                                         'type'                      =>  'ldap',
>                                                         # The server hosting the service
>                                                         'server'                    =>  'ldap01.mlbam.com',
>                                                         ## SERVICE-SPECIFIC SECTION
>                                                         # If you can bind to your LDAP server anonymously you should 
>                                                         # remove the user and pass config lines, otherwise specify them here:
>                                                         # 
>                                                         # The username RT should use to connect to the LDAP server 
>                                                         #'user'                      =>  'uid=Dunphy,ou=People,cn=mlbam,cn=com',
>                                                         # The password RT should use to connect to the LDAP server
>                                                         #'pass'                    =>  'WR=78zu!uX',
>                                                         #
>                                                         # The LDAP search base
>                                                         'base'                      =>  'ou=People,dc=mlbam,dc=com',
>                                                         #
>                                                         # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
>                                                         # YOU **MUST** SPECIFY A filter AND A d_filter!!
>                                                         #
>                                                         # The filter to use to match RT-Users
>                                                         'filter'                    =>  '(objectclass=*)',
>                                                         # A catch-all example filter: '(objectClass=*)'
>                                                         #
>                                                         # The filter that will only match disabled users
>                                                         'd_filter'                  =>  '(objectClass=FooBarBaz)',
>                                                         # A catch-none example d_filter: '(objectClass=FooBarBaz)'
>                                                         #
>                                                         # Should we try to use TLS to encrypt connections?
>                                                         'tls'                       =>  0,
>                                                         # SSL Version to provide to Net::SSLeay *if* using SSL
>                                                         #'ssl_version'               =>  2,
>                                                         # What other args should I pass to Net::LDAP->new($host, at args)?
>                                                         'net_ldap_args'             => [    version =>  3   ],
>                                                         # Does authentication depend on group membership? What group name?
>                                                         #'group'                     =>  'RTUsers',
>                                                         # What is the attribute for the group object that determines membership?
>                                                         #'group_attr'                =>  'cn',
>                                                         ## RT ATTRIBUTE MATCHING SECTION
>                                                         # The list of RT attributes that uniquely identify a user
> 							# This example shows what you *can* specify.. I recommend reducing this
>                                                         # to just the Name and EmailAddress to save encountering problems later.
>                                                         'attr_match_list'           => [    'Name',
>                                                                                             'EmailAddress', 
>                                                                                         ],
>                                                         # The mapping of RT attributes on to LDAP attributes
>                                                         'attr_map'                  =>  {   'Name' => 'uid',
>                                                                                             'EmailAddress' => 'mail',
>                                                                                         }
>                                                     },
>                                 }
> );
2560,2561c2656
< This option has been deprecated.  You can configure this site-wide
< with L (see L).
---
> 1;
2563c2658,2661
< =cut
---
> 
> Set($LogToFile,      'debug');
> Set($LogToFileNamed, 'rt.log');
> Set($LogDir,         '/usr/local/rt4/var/log');

-------------------------------------------------

Thanks once again for your help!
tim

----- Original Message -----
From: "Kevin Falcone" 
To: rt-users at lists.bestpractical.com
Sent: Thursday, February 2, 2012 12:10:45 PM
Subject: Re: [rt-users] RT Bounce messages

On Thu, Feb 02, 2012 at 04:05:53PM -0000, Tim Dunphy wrote:
> > This looks like an RT_Config.pm file.  Have you been editing
> > RT_Config.pm directly or did you copy all of RT_Config.pm to
> > RT_SiteConfig.pm?  Neither of those are recommended and it makes
> > following what is going on really hard.
> 
> I'm sorry but I don't recall doing this. However looking at a diff of the two files it certainly seems possible. 

It'd be useful to see that diff, more than the SiteCOnfig at this
point, and you should consider cleaning it up so you'll know in the
future what options you've overridden.

> > Usually this means RT was configured to send mail back into itself and
> > something has a X-RT-Loop-Prevention header.  Often this is a
> > misconfigured Template or a too-broad RTAddressRegexp setting.
> 
> Here's how my RTAddressRegexp is set - 
> 
> Set($RTAddressRegexp, undef);

In this case, it means RT will be comparing against all the Queue
address and your Correspond/Comment address.  Is it possible that RT
is sending to an email address that feeds back into RT via an
/etc/aliases file or something similar?

-kevin

> Well I don't recall copying the RT_Config.pm to RT_SiteConfig. 
> 
> However one thing that I can say is that I remember that I started seeing these bounce messages right about the time that I tried including an LDAP ExternalAuth method in the RT_SiteConfig.pm file.
> 
> # These are the full settings for each external service as a HashOfHashes
> # Note that you may have as many external services as you wish. They will
> # be checked in the order specified in the Priority directives above.
> # e.g. 
> #   Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']);
> #
> Set($ExternalSettings,      {   
>                                 # AN EXAMPLE LDAP SERVICE
>                                 'My_LDAP'       =>  {   ## GENERIC SECTION
>                                                         # The type of service (db/ldap/cookie) 
>                                                         'type'                      =>  'ldap',
>                                                         # The server hosting the service
>                                                         'server'                    =>  'ldap01.mlbam.com',
>                                                         ## SERVICE-SPECIFIC SECTION
>                                                         # If you can bind to your LDAP server anonymously you should 
>                                                         # remove the user and pass config lines, otherwise specify them here:
>                                                         # 
>                                                         # The username RT should use to connect to the LDAP server 
>                                                         #'user'                      =>  'uid=Dunphy,ou=People,cn=mlbam,cn=com',
>                                                         # The password RT should use to connect to the LDAP server
>                                                         #'pass'                    =>  'WR=78zu!uX',
>                                                         #
>                                                         # The LDAP search base
>                                                         'base'                      =>  'ou=People,dc=mlbam,dc=com',
>                                                         #
>                                                         # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
>                                                         # YOU **MUST** SPECIFY A filter AND A d_filter!!
>                                                         #
>                                                         # The filter to use to match RT-Users
>                                                         'filter'                    =>  '(objectclass=*)',
>                                                         # A catch-all example filter: '(objectClass=*)'
>                                                         #
>                                                         # The filter that will only match disabled users
>                                                         'd_filter'                  =>  '(objectClass=FooBarBaz)',
>                                                         # A catch-none example d_filter: '(objectClass=FooBarBaz)'
>                                                         #
>                                                         # Should we try to use TLS to encrypt connections?
>                                                         'tls'                       =>  0,
>                                                         # SSL Version to provide to Net::SSLeay *if* using SSL
>                                                         #'ssl_version'               =>  2,
>                                                         # What other args should I pass to Net::LDAP->new($host, at args)?
>                                                         'net_ldap_args'             => [    version =>  3   ],
>                                                         # Does authentication depend on group membership? What group name?
>                                                         #'group'                     =>  'RTUsers',
>                                                         # What is the attribute for the group object that determines membership?
>                                                         #'group_attr'                =>  'cn',
>                                                         ## RT ATTRIBUTE MATCHING SECTION
>                                                         # The list of RT attributes that uniquely identify a user
>                                                         # This example shows what you *can* specify.. I recommend reducing this
>                                                         # to just the Name and EmailAddress to save encountering problems later.
>                                                         'attr_match_list'           => [    'Name',
>                                                                                             'EmailAddress', 
>                                                                                         ],
>                                                         # The mapping of RT attributes on to LDAP attributes
>                                                         'attr_map'                  =>  {   'Name' => 'uid',
>                                                                                             'EmailAddress' => 'mail',
>                                                                                         }
>                                                     },
>                                 # An example SSO cookie service
>                                 'My_SSO_Cookie'  => {   # # The type of service (db/ldap/cookie)
>                                                         'type'                      =>  'cookie',
>                                                         # The name of the cookie to be used
>                                                         'name'                      =>  'loginCookieValue',
>                                                         # The users table
>                                                         'u_table'                   =>  'users',
>                                                         # The username field in the users table
>                                                         'u_field'                   =>  'username',
>                                                         # The field in the users table that uniquely identifies a user
>                                                         # and also exists in the cookies table
>                                                         'u_match_key'               =>  'userID',
>                                                         # The cookies table
>                                                         'c_table'                   =>  'login_cookie',
>                                                         # The field that stores cookie values
>                                                         'c_field'                   =>  'loginCookieValue',
>                                                         # The field in the cookies table that uniquely identifies a user
>                                                         # and also exists in the users table
>                                                         'c_match_key'               =>  'loginCookieUserID',
>                                                         # The DB service in this configuration to use to lookup the cookie information
>                                                         'db_service_name'           =>  'My_MySQL'
>                                                     }
>                                 }
> );
> 
> 1;
> 
> 
> 
> I wonder if this section could be part of the problem I'm having...
> 
> 
> thanks
> tim
> 
> 
> > ------------------------------------
> > 
> > 
> > 
> > # RT was configured with:
> > #
> > #   $ ./configure --enable-graphviz --enable-gd --enable-gpg --with-db-host=localhost --with-db-rt-host=localhost --with-db-dba=admin --with-db-rt-user=admin --with-db-rt-pass=Duk30fZh0u --with-web-user=apache --with-web-group=apache --with-apachectl /usr/sbin/apachectl --localstatedir=/var/rt4 --sysconfdir=/etc/rt4 --prefix=/usr/local/rt4 --exec-prefix=/usr/local/sbin
> > #
> > 
> > package RT;
> > 
> > #############################  WARNING  #############################
> > #                                                                   #
> > #                     NEVER EDIT RT_Config.pm !                     #
> > #                                                                   #
> > #         Instead, copy any sections you want to change to          #
> > #         RT_SiteConfig.pm and edit them there.  Otherwise,         #
> > #         your changes will be lost when you upgrade RT.            #
> > #                                                                   #
> > #############################  WARNING  #############################
> > 
> > =head1 NAME
> > 
> > RT::Config
> > 
> > =head1 Base configuration
> > 
> > =over 4
> > 
> > =item C<$rtname>
> > 
> > C<$rtname> is the string that RT will look for in mail messages to
> > figure out what ticket a new piece of mail belongs to.
> > 
> > Your domain name is recommended, so as not to pollute the namespace.
> > Once you start using a given tag, you should probably never change it;
> > otherwise, mail for existing tickets won't get put in the right place.
> > 
> > =cut
> > 
> > Set($rtname, "mlb.com");
> > 
> > =item C<$Organization>
> > 
> > You should set this to your organization's DNS domain. For example,
> > I or I. It is used by the linking
> > interface to guarantee that ticket URIs are unique and easy to
> > construct.  Changing it after you have created tickets in the system
> > will B all existing ticket links!
> > 
> > =cut
> > 
> > Set($Organization, "mlb.com");
> > 
> > =item C<$CorrespondAddress>, C<$CommentAddress>
> > 
> > RT is designed such that any mail which already has a ticket-id
> > associated with it will get to the right place automatically.
> > 
> > C<$CorrespondAddress> and C<$CommentAddress> are the default addresses
> > that will be listed in From: and Reply-To: headers of correspondence
> > and comment mail tracked by RT, unless overridden by a queue-specific
> > address.  They should be set to email addresses which have been
> > configured as aliases for F.
> > 
> > =cut
> > 
> > Set($CorrespondAddress, 'rt at mm3.mlbam.com');
> > 
> > Set($CommentAddress, 'rt-comment at mm3.mlbam.com');
> > 
> > =item C<$WebDomain>
> > 
> > Domain name of the RT server, e.g. 'www.example.com'. It should not
> > contain anything except the server name.
> > 
> > =cut
> > 
> > Set($WebDomain, "rt.mm3.mlbam.com");
> > 
> > =item C<$WebPort>
> > 
> > If we're running as a superuser, run on port 80.  Otherwise, pick a
> > high port for this user.
> > 
> > 443 is default port for https protocol.
> > 
> > =cut
> > 
> > Set($WebPort, 80);# + ($< * 7274) % 32766 + ($< && 1024));
> > 
> > =item C<$WebPath>
> > 
> > If you're putting the web UI somewhere other than at the root of your
> > server, you should set C<$WebPath> to the path you'll be serving RT
> > at.
> > 
> > C<$WebPath> requires a leading / but no trailing /, or it can be
> > blank.
> > 
> > In most cases, you should leave C<$WebPath> set to "" (an empty
> > value).
> > 
> > =cut
> > 
> > Set($WebPath, "/helpdesk");
> > 
> > =item C<$Timezone>
> > 
> > C<$Timezone> is the default timezone, used to convert times entered by
> > users into GMT, as they are stored in the database, and back again;
> > users can override this.  It should be set to a timezone recognized by
> > your server.
> > 
> > =cut
> > 
> > Set($Timezone, "US/Eastern");
> > 
> > =item C<@Plugins>
> > 
> > Set C<@Plugins> to a list of external RT plugins that should be
> > enabled (those plugins have to be previously downloaded and
> > installed).
> > 
> > Example:
> > 
> > C
> > 
> > =cut
> > 
> > Set(@Plugins, qw(RT::Authen::ExternalAuth));
> > 
> > =back
> > 
> > 
> > 
> > 
> > =head1 Database connection
> > 
> > =over 4
> > 
> > =item C<$DatabaseType>
> > 
> > Database driver being used; case matters.  Valid types are "mysql",
> > "Oracle" and "Pg".
> > 
> > =cut
> > 
> > Set($DatabaseType, "mysql");
> > 
> > =item C<$DatabaseHost>, C<$DatabaseRTHost>
> > 
> > The domain name of your database server.  If you're running MySQL and
> > on localhost, leave it blank for enhanced performance.
> > 
> > C is the fully-qualified hostname of your RT server,
> > for use in granting ACL rights on MySQL.
> > 
> > =cut
> > 
> > Set($DatabaseHost,   "localhost");
> > Set($DatabaseRTHost, "localhost");
> > 
> > =item C<$DatabasePort>
> > 
> > The port that your database server is running on.  Ignored unless it's
> > a positive integer. It's usually safe to leave this blank; RT will
> > choose the correct default.
> > 
> > =cut
> > 
> > Set($DatabasePort, "");
> > 
> > =item C<$DatabaseUser>
> > 
> > The name of the user to connect to the database as.
> > 
> > =cut
> > 
> > Set($DatabaseUser, "admin");
> > 
> > =item C<$DatabasePassword>
> > 
> > The password the C<$DatabaseUser> should use to access the database.
> > 
> > =cut
> > 
> > Set($DatabasePassword, q{Duk30fZh0u});
> > 
> > =item C<$DatabaseName>
> > 
> > The name of the RT database on your database server. For Oracle, the
> > SID and database objects are created in C<$DatabaseUser>'s schema.
> > 
> > =cut
> > 
> > Set($DatabaseName, q{rt4});
> > 
> > =item C<$DatabaseRequireSSL>
> > 
> > If you're using PostgreSQL and have compiled in SSL support, set
> > C<$DatabaseRequireSSL> to 1 to turn on SSL communication with the
> > database.
> > 
> > =cut
> > 
> > Set($DatabaseRequireSSL, undef);
> > 
> > =back
> > 
> > 
> > 
> > 
> > =head1 Logging
> > 
> > The default is to log anything except debugging information to syslog.
> > Check the L POD for information about how to get things
> > by syslog, mail or anything else, get debugging info in the log, etc.
> > 
> > It might generally make sense to send error and higher by email to
> > some administrator.  If you do this, be careful that this email isn't
> > sent to this RT instance.  Mail loops will generate a critical log
> > message.
> > 
> > =over 4
> > 
> > =item C<$LogToSyslog>, C<$LogToScreen>
> > 
> > The minimum level error that will be logged to the specific device.
> > From lowest to highest priority, the levels are:
> > 
> >     debug info notice warning error critical alert emergency
> > 
> > =cut
> > 
> > Set($LogToSyslog, "info");
> > Set($LogToScreen, "info");
> > 
> > =item C<$LogToFile>, C<$LogDir>, C<$LogToFileNamed>
> > 
> > Logging to a standalone file is also possible, but note that the file
> > should needs to both exist and be writable by all direct users of the
> > RT API.  This generally includes the web server and whoever
> > rt-crontool runs as.  Note that rt-mailgate and the RT CLI go through
> > the webserver, so their users do not need to have write permissions to
> > this file. If you expect to have multiple users of the direct API,
> > Best Practical recommends using syslog instead of direct file logging.
> > 
> > =cut
> > 
> > Set($LogToFile, undef);
> > Set($LogDir, q{var/log});
> > Set($LogToFileNamed, "rt.log");    #log to rt.log
> > 
> > =item C<$LogStackTraces>
> > 
> > If set to a log level then logging will include stack traces for
> > messages with level equal to or greater than specified.
> > 
> > NOTICE: Stack traces include parameters supplied to functions or
> > methods. It is possible for stack trace logging to reveal sensitive
> > information such as passwords or ticket content in your logs.
> > 
> > =cut
> > 
> > Set($LogStackTraces, "");
> > 
> > =item C<@LogToSyslogConf>
> > 
> > On Solaris or UnixWare, set to ( socket => 'inet' ).  Options here
> > override any other options RT passes to L.
> > Other interesting flags include facility and logopt.  (See the
> > L documentation for more information.)  (Maybe
> > ident too, if you have multiple RT installations.)
> > 
> > =cut
> > 
> > Set(@LogToSyslogConf, ());
> > 
> > =back
> > 
> > 
> > 
> > =head1 Incoming mail gateway
> > 
> > =over 4
> > 
> > =item C<$EmailSubjectTagRegex>
> > 
> > This regexp controls what subject tags RT recognizes as its own.  If
> > you're not dealing with historical C<$rtname> values, you'll likely
> > never have to change this configuration.
> > 
> > Be B with it. Note that it overrides C<$rtname> for
> > subject token matching and that you should use only "non-capturing"
> > parenthesis grouping. For example:
> > 
> > C
> > 
> > and NOT
> > 
> > C
> > 
> > The setting below would make RT behave exactly as it does without the
> > setting enabled.
> > 
> > =cut
> > 
> > # Set($EmailSubjectTagRegex, qr/\Q$rtname\E/i );
> > 
> > =item C<$OwnerEmail>
> > 
> > C<$OwnerEmail> is the address of a human who manages RT. RT will send
> > errors generated by the mail gateway to this address.  This address
> > should I be an address that's managed by your RT instance.
> > 
> > =cut
> > 
> > Set($OwnerEmail, 'tim.dunphy at example.com');
> > 
> > =item C<$LoopsToRTOwner>
> > 
> > If C<$LoopsToRTOwner> is defined, RT will send mail that it believes
> > might be a loop to C<$OwnerEmail>.
> > 
> > =cut
> > 
> > Set($LoopsToRTOwner, 1);
> > 
> > =item C<$StoreLoops>
> > 
> > If C<$StoreLoops> is defined, RT will record messages that it believes
> > to be part of mail loops.  As it does this, it will try to be careful
> > not to send mail to the sender of these messages.
> > 
> > =cut
> > 
> > Set($StoreLoops, undef);
> > 
> > =item C<$MaxAttachmentSize>
> > 
> > C<$MaxAttachmentSize> sets the maximum size (in bytes) of attachments
> > stored in the database.
> > 
> > For MySQL and Oracle, we set this size to 10 megabytes.  If you're
> > running a PostgreSQL version earlier than 7.1, you will need to drop
> > this to 8192. (8k)
> > 
> > =cut
> > 
> > 
> > Set($MaxAttachmentSize, 10_000_000);
> > 
> > =item C<$TruncateLongAttachments>
> > 
> > If this is set to a non-undef value, RT will truncate attachments
> > longer than C<$MaxAttachmentSize>.
> > 
> > =cut
> > 
> > Set($TruncateLongAttachments, undef);
> > 
> > =item C<$DropLongAttachments>
> > 
> > If this is set to a non-undef value, RT will silently drop attachments
> > longer than C.  C<$TruncateLongAttachments>, above,
> > takes priority over this.
> > 
> > =cut
> > 
> > Set($DropLongAttachments, undef);
> > 
> > =item C<$RTAddressRegexp>
> > 
> > C<$RTAddressRegexp> is used to make sure RT doesn't add itself as a
> > ticket CC if C<$ParseNewMessageForTicketCcs>, above, is enabled.  It
> > is important that you set this to a regular expression that matches
> > all addresses used by your RT.  This lets RT avoid sending mail to
> > itself.  It will also hide RT addresses from the list of "One-time Cc"
> > and Bcc lists on ticket reply.
> > 
> > If you have a number of addresses configured in your RT database
> > already, you can generate a naive first pass regexp by using:
> > 
> >     perl etc/upgrade/generate-rtaddressregexp
> > 
> > If left blank, RT will generate a regexp for you, based on your
> > comment and correspond address settings on your queues; this comes at
> > a small cost in start-up speed.
> > 
> > =cut
> > 
> > Set($RTAddressRegexp, undef);
> > 
> > =item C<$CanonicalizeEmailAddressMatch>, C<$CanonicalizeEmailAddressReplace>
> > 
> > RT provides functionality which allows the system to rewrite incoming
> > email addresses.  In its simplest form, you can substitute the value
> > in C for the value in
> > C (These values are passed to the
> > C subroutine in F)
> > 
> > By default, that routine performs a C on any
> > address passed to it.
> > 
> > =cut
> > 
> > # Set($CanonicalizeEmailAddressMatch, '@subdomain\.example\.com$');
> > # Set($CanonicalizeEmailAddressReplace, '@example.com');
> > 
> > =item C<$CanonicalizeOnCreate>
> > 
> > Set this to 1 and the create new user page will use the values that
> > you enter in the form but use the function CanonicalizeUserInfo in
> > F
> > 
> > =cut
> > 
> > Set($CanonicalizeOnCreate, 0);
> > 
> > =item C<$ValidateUserEmailAddresses>
> > 
> > If C<$ValidateUserEmailAddresses> is 1, RT will refuse to create
> > users with an invalid email address (as specified in RFC 2822) or with
> > an email address made of multiple email addresses.
> > 
> > =cut
> > 
> > Set($ValidateUserEmailAddresses, undef);
> > 
> > =item C<@MailPlugins>
> > 
> > C<@MailPlugins> is a list of authentication plugins for
> > L to use; see L
> > 
> > =cut
> > 
> > =item C<$UnsafeEmailCommands>
> > 
> > C<$UnsafeEmailCommands>, if set to 1, enables 'take' and 'resolve'
> > as possible actions via the mail gateway.  As its name implies, this
> > is very unsafe, as it allows email with a forged sender to possibly
> > resolve arbitrary tickets!
> > 
> > =cut
> > 
> > =item C<$ExtractSubjectTagMatch>, C<$ExtractSubjectTagNoMatch>
> > 
> > The default "extract remote tracking tags" scrip settings; these
> > detect when your RT is talking to another RT, and adjust the subject
> > accordingly.
> > 
> > =cut
> > 
> > Set($ExtractSubjectTagMatch, qr/\[.+? #\d+\]/);
> > Set($ExtractSubjectTagNoMatch, ( ${RT::EmailSubjectTagRegex}
> >        ? qr/\[(?:${RT::EmailSubjectTagRegex}) #\d+\]/
> >        : qr/\[\Q$RT::rtname\E #\d+\]/));
> > 
> > =back
> > 
> > Set($SendmailPath , "/usr/local/rt4/bin/msmtp_wrapper");
> > 
> > 
> > 
> > =head1 Outgoing mail
> > 
> > =over 4
> > 
> > =item C<$MailCommand>
> > 
> > C<$MailCommand> defines which method RT will use to try to send mail.
> > We know that 'sendmailpipe' works fairly well.  If 'sendmailpipe'
> > doesn't work well for you, try 'sendmail'.  Other options are 'smtp'
> > or 'qmail'.
> > 
> > Note that you should remove the '-t' from C<$SendmailArguments> if you
> > use 'sendmail' rather than 'sendmailpipe'
> > 
> > For testing purposes, or to simply disable sending mail out into the
> > world, you can set C<$MailCommand> to 'testfile' which writes all mail
> > to a temporary file.  RT will log the location of the temporary file
> > so you can extract mail from it afterward.
> > 
> > =cut
> > 
> > Set($MailCommand, "sendmailpipe");
> > 
> > =item C<$SetOutgoingMailFrom>
> > 
> > C<$SetOutgoingMailFrom> tells RT to set the sender envelope to the
> > Correspond mail address of the ticket's queue.
> > 
> > Warning: If you use this setting, bounced mails will appear to be
> > incoming mail to the system, thus creating new tickets.
> > 
> > =cut
> > 
> > Set($SetOutgoingMailFrom, 0);
> > 
> > =item C<$OverrideOutgoingMailFrom>
> > 
> > C<$OverrideOutgoingMailFrom> is used for overwriting the Correspond
> > address of the queue as it is handed to sendmail -f. This helps force
> > the From_ header away from www-data or other email addresses that show
> > up in the "Sent by" line in Outlook.
> > 
> > The option is a hash reference of queue name to email address.  If
> > there is no ticket involved, then the value of the C key will
> > be used.
> > 
> > This option is irrelevant unless C<$SetOutgoingMailFrom> is set.
> > 
> > =cut
> > 
> > Set($OverrideOutgoingMailFrom, {
> > #    'Default' => 'admin at rt.example.com',
> > #    'General' => 'general at rt.example.com',
> > });
> > 
> > =item C<$DefaultMailPrecedence>
> > 
> > C<$DefaultMailPrecedence> is used to control the default Precedence
> > level of outgoing mail where none is specified.  By default it is
> > C, but if you only send mail to your staff, you may wish to
> > change it.
> > 
> > Note that you can set the precedence of individual templates by
> > including an explicit Precedence header.
> > 
> > If you set this value to C then we do not set a default
> > Precedence header to outgoing mail. However, if there already is a
> > Precedence header, it will be preserved.
> > 
> > =cut
> > 
> > Set($DefaultMailPrecedence, "bulk");
> > 
> > =item C<$DefaultErrorMailPrecedence>
> > 
> > C<$DefaultErrorMailPrecedence> is used to control the default
> > Precedence level of outgoing mail that indicates some kind of error
> > condition. By default it is C, but if you only send mail to your
> > staff, you may wish to change it.
> > 
> > If you set this value to C then we do not add a Precedence
> > header to error mail.
> > 
> > =cut
> > 
> > Set($DefaultErrorMailPrecedence, "bulk");
> > 
> > =item C<$UseOriginatorHeader>
> > 
> > C<$UseOriginatorHeader> is used to control the insertion of an
> > RT-Originator Header in every outgoing mail, containing the mail
> > address of the transaction creator.
> > 
> > =cut
> > 
> > Set($UseOriginatorHeader, 1);
> > 
> > =item C<$UseFriendlyFromLine>
> > 
> > By default, RT sets the outgoing mail's "From:" header to "SenderName
> > via RT".  Setting C<$UseFriendlyFromLine> to 0 disables it.
> > 
> > =cut
> > 
> > Set($UseFriendlyFromLine, 1);
> > 
> > =item C<$FriendlyFromLineFormat>
> > 
> > C format of the friendly 'From:' header; its arguments are
> > SenderName and SenderEmailAddress.
> > 
> > =cut
> > 
> > Set($FriendlyFromLineFormat, "\"%s via RT\" <%s>");
> > 
> > =item C<$UseFriendlyToLine>
> > 
> > RT can optionally set a "Friendly" 'To:' header when sending messages
> > to Ccs or AdminCcs (rather than having a blank 'To:' header.
> > 
> > This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL.  If you
> > are using sendmail, rather than postfix, qmail, exim or some other
> > MTA, you _must_ disable this option.
> > 
> > =cut
> > 
> > Set($UseFriendlyToLine, 0);
> > 
> > =item C<$FriendlyToLineFormat>
> > 
> > C format of the friendly 'To:' header; its arguments are
> > WatcherType and TicketId.
> > 
> > =cut
> > 
> > Set($FriendlyToLineFormat, "\"%s of ". RT->Config->Get('rtname') ." Ticket #%s\":;");
> > 
> > =item C<$NotifyActor>
> > 
> > By default, RT doesn't notify the person who performs an update, as
> > they already know what they've done. If you'd like to change this
> > behavior, Set C<$NotifyActor> to 1
> > 
> > =cut
> > 
> > Set($NotifyActor, 0);
> > 
> > =item C<$RecordOutgoingEmail>
> > 
> > By default, RT records each message it sends out to its own internal
> > database.  To change this behavior, set C<$RecordOutgoingEmail> to 0
> > 
> > =cut
> > 
> > Set($RecordOutgoingEmail, 1);
> > 
> > =item C<$VERPPrefix>, C<$VERPDomain>
> > 
> > Setting these options enables VERP support
> > L.
> > 
> > Uncomment the following two directives to generate envelope senders
> > of the form C<${VERPPrefix}${originaladdress}@${VERPDomain}>
> > (i.e. rt-jesse=fsck.com at rt.example.com ).
> > 
> > This currently only works with sendmail and sendmailpipe.
> > 
> > =cut
> > 
> > # Set($VERPPrefix, "rt-");
> > # Set($VERPDomain, $RT::Organization);
> > 
> > 
> > =item C<$ForwardFromUser>
> > 
> > By default, RT forwards a message using queue's address and adds RT's
> > tag into subject of the outgoing message, so recipients' replies go
> > into RT as correspondents.
> > 
> > To change this behavior, set C<$ForwardFromUser> to 1 and RT
> > will use the address of the current user and remove RT's subject tag.
> > 
> > =cut
> > 
> > Set($ForwardFromUser, 0);
> > 
> > =back
> > 
> > =head2 Email dashboards
> > 
> > =over 4
> > 
> > =item C<$DashboardAddress>
> > 
> > The email address from which RT will send dashboards. If none is set,
> > then C<$OwnerEmail> will be used.
> > 
> > =cut
> > 
> > Set($DashboardAddress, '');
> > 
> > =item C<$DashboardSubject>
> > 
> > Lets you set the subject of dashboards. Arguments are the frequency (Daily,
> > Weekly, Monthly) of the dashboard and the dashboard's name.
> > 
> > =cut
> > 
> > Set($DashboardSubject, "%s Dashboard: %s");
> > 
> > =item C<@EmailDashboardRemove>
> > 
> > A list of regular expressions that will be used to remove content from
> > mailed dashboards.
> > 
> > =cut
> > 
> > Set(@EmailDashboardRemove, ());
> > 
> > =back
> > 
> > 
> > 
> > =head2 Sendmail configuration
> > 
> > These options only take effect if C<$MailCommand> is 'sendmail' or
> > 'sendmailpipe'
> > 
> > =over 4
> > 
> > =item C<$SendmailArguments>
> > 
> > C<$SendmailArguments> defines what flags to pass to C<$SendmailPath>
> > If you picked 'sendmailpipe', you MUST add a -t flag to
> > C<$SendmailArguments> These options are good for most sendmail
> > wrappers and work-a-likes.
> > 
> > These arguments are good for sendmail brand sendmail 8 and newer:
> > C
> > 
> > =cut
> > 
> > Set($SendmailArguments, "-oi -t");
> > 
> > 
> > =item C<$SendmailBounceArguments>
> > 
> > C<$SendmailBounceArguments> defines what flags to pass to C<$Sendmail>
> > assuming RT needs to send an error (i.e. bounce).
> > 
> > =cut
> > 
> > Set($SendmailBounceArguments, '-f "<>"');
> > 
> > =item C<$SendmailPath>
> > 
> > If you selected 'sendmailpipe' above, you MUST specify the path to
> > your sendmail binary in C<$SendmailPath>.
> > 
> > =cut
> > 
> > Set($SendmailPath, "/usr/sbin/sendmail");
> > 
> > 
> > =back
> > 
> > =head2 SMTP configuration
> > 
> > These options only take effect if C<$MailCommand> is 'smtp'
> > 
> > =over 4
> > 
> > =item C<$SMTPServer>
> > 
> > C<$SMTPServer> should be set to the hostname of the SMTP server to use
> > 
> > =cut
> > 
> > Set($SMTPServer, undef);
> > 
> > =item C<$SMTPFrom>
> > 
> > C<$SMTPFrom> should be set to the 'From' address to use, if not the
> > email's 'From'
> > 
> > =cut
> > 
> > Set($SMTPFrom, undef);
> > 
> > =item C<$SMTPDebug>
> > 
> > C<$SMTPDebug> should be set to 1 to debug SMTP mail sending
> > 
> > =cut
> > 
> > Set($SMTPDebug, 0);
> > 
> > =back
> > 
> > =head2 Other mailers
> > 
> > =over 4
> > 
> > =item C<@MailParams>
> > 
> > C<@MailParams> defines a list of options passed to $MailCommand if it
> > is not 'sendmailpipe', 'sendmail', or 'smtp'
> > 
> > =cut
> > 
> > Set(@MailParams, ());
> > 
> > =back
> > 
> > 
> > =head1 Web interface
> > 
> > =over 4
> > 
> > =item C<$WebDefaultStylesheet>
> > 
> > This determines the default stylesheet the RT web interface will use.
> > RT ships with several themes by default:
> > 
> >   web2            The default layout for RT 3.8
> >   aileron         The default layout for RT 4.0
> >   ballard         Theme which doesn't rely on JavaScript for menuing
> > 
> > This value actually specifies a directory in F
> > from which RT will try to load the file main.css (which should @import
> > any other files the stylesheet needs).  This allows you to easily and
> > cleanly create your own stylesheets to apply to RT.  This option can
> > be overridden by users in their preferences.
> > 
> > =cut
> > 
> > Set($WebDefaultStylesheet, "aileron");
> > #Set($WebDefaultStylesheet, "ballard");
> > 
> > =item C<$DefaultQueue>
> > 
> > Use this to select the default queue name that will be used for
> > creating new tickets. You may use either the queue's name or its
> > ID. This only affects the queue selection boxes on the web interface.
> > 
> > =cut
> > 
> > Set($DefaultQueue, "Ops");
> > 
> > =item C<$RememberDefaultQueue>
> > 
> > When a queue is selected in the new ticket dropdown, make it the new
> > default for the new ticket dropdown.
> > 
> > =cut
> > 
> > # Set($RememberDefaultQueue, 1);
> > 
> > =item C<$EnableReminders>
> > 
> > Hide all links and portlets related to Reminders by setting this to 0
> > 
> > =cut
> > 
> > Set($EnableReminders, 1);
> > 
> > =item C<@CustomFieldValuesSources>
> > 
> > Set C<@CustomFieldValuesSources> to a list of class names which extend
> > L.  This can be used to pull lists of
> > custom field values from external sources at runtime.
> > 
> > =cut
> > 
> > Set(@CustomFieldValuesSources, ());
> > 
> > =item C<$CanonicalizeRedirectURLs>
> > 
> > Set C<$CanonicalizeRedirectURLs> to 1 to use C<$WebURL> when
> > redirecting rather than the one we get from C<%ENV>.
> > 
> > If you use RT behind a reverse proxy, you almost certainly want to
> > enable this option.
> > 
> > =cut
> > 
> > Set($CanonicalizeRedirectURLs, 0);
> > 
> > =item C<@JSFiles>
> > 
> > A list of JavaScript files to be included in head.  Removing any of
> > the default entries is not suggested.
> > 
> > =cut
> > 
> > Set(@JSFiles, qw/
> >     jquery-1.4.2.min.js
> >     jquery_noconflict.js
> >     jquery-ui-1.8.4.custom.min.js
> >     jquery-ui-patch-datepicker.js
> >     ui.timepickr.js
> >     titlebox-state.js
> >     util.js
> >     userautocomplete.js
> >     jquery.event.hover-1.0.js
> >     superfish.js
> >     supersubs.js
> >     jquery.supposition.js
> >     history-folding.js
> >     late.js
> > /);
> > 
> > =item C<$JSMinPath>
> > 
> > Path to the jsmin binary, available from
> > http://www.crockford.com/javascript/jsmin.html
> > 
> > If specified, it will be used to minify C.  If it cannot be
> > found, RT will fall back to the L module;
> > failing that, RT will will simply concatenate the files.
> > 
> > =cut
> > 
> > # Set($JSMinPath, "/path/to/jsmin");
> > 
> > =item C<@CSSFiles>
> > 
> > A list of additional CSS files to be included in head.
> > 
> > =cut
> > 
> > Set(@CSSFiles, qw//);
> > 
> > =item C<$UsernameFormat>
> > 
> > This determines how user info is displayed. 'concise' will show one of
> > either NickName, RealName, Name or EmailAddress, depending on what
> > exists and whether the user is privileged or not. 'verbose' will show
> > RealName and EmailAddress.
> > 
> > =cut
> > 
> > #Set($UsernameFormat, "concise");
> > Set($UsernameFormat, "verbose");
> > 
> > =item C<$WebBaseURL>, C<$WebURL>
> > 
> > Usually you don't want to set these options. The only obvious reason
> > is if RT is accessible via https protocol on a non standard port, e.g.
> > 'https://rt.example.com:9999'. In all other cases these options are
> > computed using C<$WebDomain>, C<$WebPort> and C<$WebPath>.
> > 
> > C<$WebBaseURL> is the scheme, server and port
> > (e.g. 'http://rt.example.com') for constructing URLs to the web
> > UI. C<$WebBaseURL> doesn't need a trailing /.
> > 
> > C<$WebURL> is the C<$WebBaseURL>, C<$WebPath> and trailing /, for
> > example: 'http://www.example.com/rt/'.
> > 
> > =cut
> > 
> > my $port = RT->Config->Get('WebPort');
> > Set($WebBaseURL,
> >     ($port == 443? 'https': 'http') .'://'
> >     . RT->Config->Get('WebDomain')
> >     . ($port != 80 && $port != 443? ":$port" : '')
> > );
> > 
> > Set($WebURL, RT->Config->Get('WebBaseURL') . RT->Config->Get('WebPath') . "/");
> > 
> > =item C<$WebImagesURL>
> > 
> > C<$WebImagesURL> points to the base URL where RT can find its images.
> > Define the directory name to be used for images in RT web documents.
> > 
> > =cut
> > 
> > Set($WebImagesURL, RT->Config->Get('WebPath') . "/NoAuth/images/");
> > 
> > =item C<$LogoURL>
> > 
> > C<$LogoURL> points to the URL of the RT logo displayed in the web UI.
> > This can also be configured via the web UI.
> > 
> > =cut
> > 
> > Set($LogoURL, RT->Config->Get('WebImagesURL') . "bpslogo.png");
> > 
> > =item C<$LogoLinkURL>
> > 
> > C<$LogoLinkURL> is the URL that the RT logo hyperlinks to.
> > 
> > =cut
> > 
> > Set($LogoLinkURL, "http://bestpractical.com");
> > 
> > =item C<$LogoAltText>
> > 
> > C<$LogoAltText> is a string of text for the alt-text of the logo. It
> > will be passed through C for localization.
> > 
> > =cut
> > 
> > Set($LogoAltText, "Best Practical Solutions, LLC corporate logo");
> > 
> > =item C<$LogoImageHeight>
> > 
> > C<$LogoImageHeight> is the value of the C attribute of the logo
> > C tag.
> > 
> > =cut
> > 
> > Set($LogoImageHeight, 38);
> > 
> > =item C<$LogoImageWidth>
> > 
> > C<$LogoImageWidth> is the value of the C attribute of the logo
> > C tag.
> > 
> > =cut
> > 
> > Set($LogoImageWidth, 181);
> > 
> > =item C<$WebNoAuthRegex>
> > 
> > What portion of RT's URL space should not require authentication.  The
> > default is almost certainly correct, and should only be changed if you
> > are extending RT.
> > 
> > =cut
> > 
> > Set($WebNoAuthRegex, qr{^ (?:/+NoAuth/ | /+REST/\d+\.\d+/NoAuth/) }x );
> > 
> > =item C<$SelfServiceRegex>
> > 
> > What portion of RT's URLspace should be accessible to Unprivileged
> > users This does not override the redirect from F
> > to F when Unprivileged users attempt to
> > access ticked displays.
> > 
> > =cut
> > 
> > Set($SelfServiceRegex, qr!^(?:/+SelfService/)!x );
> > 
> > =item C<$WebFlushDbCacheEveryRequest>
> > 
> > By default, RT clears its database cache after every page view.  This
> > ensures that you've always got the most current information when
> > working in a multi-process (mod_perl or FastCGI) Environment.  Setting
> > C<$WebFlushDbCacheEveryRequest> to 0 will turn this off, which will
> > speed RT up a bit, at the expense of a tiny bit of data accuracy.
> > 
> > =cut
> > 
> > Set($WebFlushDbCacheEveryRequest, 1);
> > 
> > =item C<%ChartFont>
> > 
> > The L module (which RT uses for graphs) ships with a built-in font
> > that doesn't have full Unicode support. You can use a given TrueType
> > font for a specific language by setting %ChartFont to (language =E
> > the absolute path of a font) pairs. Your GD library must have support
> > for TrueType fonts to use this option. If there is no entry for a
> > language in the hash then font with 'others' key is used.
> > 
> > RT comes with two TrueType fonts covering most available languages.
> > 
> > =cut
> > 
> > Set(
> >     %ChartFont,
> >     'zh-cn'  => "$RT::BasePath/share/fonts/DroidSansFallback.ttf",
> >     'zh-tw'  => "$RT::BasePath/share/fonts/DroidSansFallback.ttf",
> >     'ja'     => "$RT::BasePath/share/fonts/DroidSansFallback.ttf",
> >     'others' => "$RT::BasePath/share/fonts/DroidSans.ttf",
> > );
> > 
> > =item C<$ChartsTimezonesInDB>
> > 
> > RT stores dates using the UTC timezone in the DB, so charts grouped by
> > dates and time are not representative. Set C<$ChartsTimezonesInDB> to 1
> > to enable timezone conversions using your DB's capabilities. You may
> > need to do some work on the DB side to use this feature, read more in
> > F.
> > 
> > At this time, this feature only applies to MySQL and PostgreSQL.
> > 
> > =cut
> > 
> > Set($ChartsTimezonesInDB, 0);
> > 
> > =back
> > 
> > 
> > 
> > =head2 Home page
> > 
> > =over 4
> > 
> > =item C<$DefaultSummaryRows>
> > 
> > C<$DefaultSummaryRows> is default number of rows displayed in for
> > search results on the front page.
> > 
> > =cut
> > 
> > Set($DefaultSummaryRows, 10);
> > 
> > =item C<$HomePageRefreshInterval>
> > 
> > C<$HomePageRefreshInterval> is default number of seconds to refresh
> > the RT home page. Choose from [0, 120, 300, 600, 1200, 3600, 7200].
> > 
> > =cut
> > 
> > Set($HomePageRefreshInterval, 0);
> > 
> > =item C<$HomepageComponents>
> > 
> > C<$HomepageComponents> is an arrayref of allowed components on a
> > user's customized homepage ("RT at a glance").
> > 
> > =cut
> > 
> > Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards SavedSearches)]);
> > 
> > =back
> > 
> > 
> > 
> > 
> > =head2 Ticket search
> > 
> > =over 4
> > 
> > =item C<$UseSQLForACLChecks>
> > 
> > Historically, ACLs were checked on display, which could lead to empty
> > search pages and wrong ticket counts.  Set C<$UseSQLForACLChecks> to 1
> > to limit search results in SQL instead, which eliminates these
> > problems.
> > 
> > This option is still relatively new; it may result in performance
> > problems in some cases, or significant speedups in others.
> > 
> > =cut
> > 
> > Set($UseSQLForACLChecks, undef);
> > 
> > =item C<$TicketsItemMapSize>
> > 
> > On the display page of a ticket from search results, RT provides links
> > to the first, next, previous and last ticket from the results.  In
> > order to build these links, RT needs to fetch the full result set from
> > the database, which can be resource-intensive.
> > 
> > Set C<$TicketsItemMapSize> to number of tickets you want RT to examine
> > to build these links. If the full result set is larger than this
> > number, RT will omit the "last" link in the menu.  Set this to zero to
> > always examine all results.
> > 
> > =cut
> > 
> > Set($TicketsItemMapSize, 1000);
> > 
> > =item C<$SearchResultsRefreshInterval>
> > 
> > C<$SearchResultsRefreshInterval> is default number of seconds to
> > refresh search results in RT. Choose from [0, 120, 300, 600, 1200,
> > 3600, 7200].
> > 
> > =cut
> > 
> > Set($SearchResultsRefreshInterval, 0);
> > 
> > =item C<$DefaultSearchResultFormat>
> > 
> > C<$DefaultSearchResultFormat> is the default format for RT search
> > results
> > 
> > =cut
> > 
> > Set ($DefaultSearchResultFormat, qq{
> >    '__id__/TITLE:#',
> >    '__Subject__/TITLE:Subject',
> >    Status,
> >    QueueName,
> >    OwnerName,
> >    Priority,
> >    '__NEWLINE__',
> >    '',
> >    '__Requestors__',
> >    '__CreatedRelative__',
> >    '__ToldRelative__',
> >    '__LastUpdatedRelative__',
> >    '__TimeLeft__'});
> > 
> > =item C<$DefaultSelfServiceSearchResultFormat>
> > 
> > C<$DefaultSelfServiceSearchResultFormat> is the default format of
> > searches displayed in the SelfService interface.
> > 
> > =cut
> > 
> > Set($DefaultSelfServiceSearchResultFormat, qq{
> >    '__id__/TITLE:#',
> >    '__Subject__/TITLE:Subject',
> >    Status,
> >    Requestors,
> >    OwnerName});
> > 
> > =item C<%FullTextSearch>
> > 
> > Full text search (FTS) without database indexing is a very slow
> > operation, and is thus disabled by default.
> > 
> > Before setting C to 1, read F for
> > the full details of FTS on your particular database.
> > 
> > It is possible to enable FTS without database indexing support, simply
> > by setting the C key to 1, while leaving C set to 0.
> > This is not generally suggested, as unindexed full-text searching can
> > cause severe performance problems.
> > 
> > =cut
> > 
> > Set(%FullTextSearch,
> >     Enable  => 0,
> >     Indexed => 0,
> > );
> > 
> > 
> > =item C<$OnlySearchActiveTicketsInSimpleSearch>
> > 
> > When query in simple search doesn't have status info, use this to only
> > search active ones.
> > 
> > =cut
> > 
> > Set($OnlySearchActiveTicketsInSimpleSearch, 1);
> > 
> > =item C<$SearchResultsAutoRedirect>
> > 
> > When only one ticket is found in search, use this to redirect to the
> > ticket display page automatically.
> > 
> > =cut
> > 
> > Set($SearchResultsAutoRedirect, 0);
> > 
> > =back
> > 
> > 
> > 
> > =head2 Ticket display
> > 
> > =over 4
> > 
> > =item C<$ShowMoreAboutPrivilegedUsers>
> > 
> > This determines if the 'More about requestor' box on
> > Ticket/Display.html is shown for Privileged Users.
> > 
> > =cut
> > 
> > Set($ShowMoreAboutPrivilegedUsers, 0);
> > 
> > =item C<$MoreAboutRequestorTicketList>
> > 
> > This can be set to Active, Inactive, All or None.  It controls what
> > ticket list will be displayed in the 'More about requestor' box on
> > Ticket/Display.html.  This option can be controlled by users also.
> > 
> > =cut
> > 
> > Set($MoreAboutRequestorTicketList, "Active");
> > 
> > =item C<$MoreAboutRequestorExtraInfo>
> > 
> > By default, the 'More about requestor' box on Ticket/Display.html
> > shows the Requestor's name and ticket list.  If you would like to see
> > extra information about the user, this expects a Format string of user
> > attributes.  Please note that not all the attributes are supported in
> > this display because we're not building a table.
> > 
> > =cut
> > 
> > Set($MoreAboutRequestorExtraInfo, "");
> > 
> > =item C<$MoreAboutRequestorGroupsLimit>
> > 
> > By default, the 'More about requestor' box on Ticket/Display.html
> > shows all the groups of the Requestor.  Use this to limit the number
> > of groups; a value of undef removes the group display entirely.
> > 
> > =cut
> > 
> > Set($MoreAboutRequestorGroupsLimit, 0);
> > 
> > =item C<$UseSideBySideLayout>
> > 
> > Should the ticket create and update forms use a more space efficient
> > two column layout.  This layout may not work in narrow browsers if you
> > set a MessageBoxWidth (below).
> > 
> > =cut
> > 
> > Set($UseSideBySideLayout, 1);
> > 
> > =item C<$EditCustomFieldsSingleColumn>
> > 
> > When displaying a list of Ticket Custom Fields for editing, RT
> > defaults to a 2 column list.  If you set this to 1, it will instead
> > display the Custom Fields in a single column.
> > 
> > =cut
> > 
> > Set($EditCustomFieldsSingleColumn, 0);
> > 
> > =item C<$ShowUnreadMessageNotifications>
> > 
> > If set to 1, RT will prompt users when there are new,
> > unread messages on tickets they are viewing.
> > 
> > =cut
> > 
> > Set($ShowUnreadMessageNotifications, 0);
> > 
> > =item C<$AutocompleteOwners>
> > 
> > If set to 1, the owner drop-downs for ticket update/modify and the query
> > builder are replaced by text fields that autocomplete.  This can
> > alleviate the sometimes huge owner list for installations where many
> > users have the OwnTicket right.
> > 
> > =cut
> > 
> > Set($AutocompleteOwners, 0);
> > 
> > =item C<$UserAutocompleteFields>
> > 
> > Specifies which fields of L to match against and how to
> > match each field when autocompleting users.  Valid match methods are
> > LIKE, STARTSWITH, ENDSWITH, =, and !=.
> > 
> > =cut
> > 
> > Set($UserAutocompleteFields, {
> >     EmailAddress => 'STARTSWITH',
> >     Name         => 'STARTSWITH',
> >     RealName     => 'LIKE',
> > });
> > 
> > =item C<$AllowUserAutocompleteForUnprivileged>
> > 
> > Should unprivileged users be allowed to autocomplete users.  Setting
> > this option to 1 means unprivileged users will be able to search all
> > your users.
> > 
> > =cut
> > 
> > Set($AllowUserAutocompleteForUnprivileged, 0);
> > 
> > =item C<$DisplayTicketAfterQuickCreate>
> > 
> > Enable this to redirect to the created ticket display page
> > automatically when using QuickCreate.
> > 
> > =cut
> > 
> > Set($DisplayTicketAfterQuickCreate, 0);
> > 
> > =item C<$WikiImplicitLinks>
> > 
> > Support implicit links in WikiText custom fields?  Setting this to 1
> > causes InterCapped or ALLCAPS words in WikiText fields to automatically
> > become links to searches for those words.  If used on Articles, it links
> > to the Article with that name.
> > 
> > =cut
> > 
> > Set($WikiImplicitLinks, 0);
> > 
> > =item C<$PreviewScripMessages>
> > 
> > Set C<$PreviewScripMessages> to 1 if the scrips preview on the ticket
> > reply page should include the content of the messages to be sent.
> > 
> > =cut
> > 
> > Set($PreviewScripMessages, 0);
> > 
> > =item C<$SimplifiedRecipients>
> > 
> > If C<$SimplifiedRecipients> is set, a simple list of who will receive
> > B kind of mail will be shown on the ticket reply page, instead of a
> > detailed breakdown by scrip.
> > 
> > =cut
> > 
> > Set($SimplifiedRecipients, 0);
> > 
> > =back
> > 
> > 
> > 
> > =head2 Articles
> > 
> > =over 4
> > 
> > =item C<$ArticleOnTicketCreate>
> > 
> > Set this to 1 to display the Articles interface on the Ticket Create
> > page in addition to the Reply/Comment page.
> > 
> > =cut
> > 
> > Set($ArticleOnTicketCreate, 0);
> > 
> > =item C<$HideArticleSearchOnReplyCreate>
> > 
> > Set this to 1 to hide the search and include boxes from the Article
> > UI.  This assumes you have enabled Article Hotlist feature, otherwise
> > you will have no access to Articles.
> > 
> > =cut
> > 
> > Set($HideArticleSearchOnReplyCreate, 0);
> > 
> > =back
> > 
> > 
> > 
> > =head2 Message box properties
> > 
> > =over 4
> > 
> > =item C<$MessageBoxWidth>, C<$MessageBoxHeight>
> > 
> > For message boxes, set the entry box width, height and what type of
> > wrapping to use.  These options can be overridden by users in their
> > preferences.
> > 
> > When the width is set to undef, no column count is specified and the
> > message box will take up 100% of the available width.  Combining this
> > with HARD messagebox wrapping (below) is not recommended, as it will
> > lead to inconsistent width in transactions between browsers.
> > 
> > These settings only apply to the non-RichText message box.  See below
> > for Rich Text settings.
> > 
> > =cut
> > 
> > Set($MessageBoxWidth, undef);
> > Set($MessageBoxHeight, 15);
> > 
> > =item C<$MessageBoxWrap>
> > 
> > Wrapping is disabled when using MessageBoxRichText because of a bad
> > interaction between IE and wrapping with the Rich Text Editor.
> > 
> > =cut
> > 
> > Set($MessageBoxWrap, "SOFT");
> > 
> > =item C<$MessageBoxRichText>
> > 
> > Should "rich text" editing be enabled? This option lets your users
> > send HTML email messages from the web interface.
> > 
> > =cut
> > 
> > Set($MessageBoxRichText, 1);
> > 
> > =item C<$MessageBoxRichTextHeight>
> > 
> > Height of rich text JavaScript enabled editing boxes (in pixels)
> > 
> > =cut
> > 
> > Set($MessageBoxRichTextHeight, 200);
> > 
> > =item C<$MessageBoxIncludeSignature>
> > 
> > Should your users' signatures (from their Preferences page) be
> > included in Comments and Replies.
> > 
> > =cut
> > 
> > Set($MessageBoxIncludeSignature, 1);
> > 
> > =item C<$MessageBoxIncludeSignatureOnComment>
> > 
> > Should your users' signatures (from their Preferences page) be
> > included in Comments. Setting this to false overrides
> > C<$MessageBoxIncludeSignature>.
> > 
> > =cut
> > 
> > Set($MessageBoxIncludeSignatureOnComment, 1);
> > 
> > =back
> > 
> > 
> > =head2 Transaction display
> > 
> > =over 4
> > 
> > =item C<$OldestTransactionsFirst>
> > 
> > By default, RT shows newest transactions at the bottom of the ticket
> > history page, if you want see them at the top set this to 0.  This
> > option can be overridden by users in their preferences.
> > 
> > =cut
> > 
> > Set($OldestTransactionsFirst, 1);
> > 
> > =item C<$DeferTransactionLoading>
> > 
> > When set, defers loading ticket history until the user clicks a link.
> > This should end up serving pages to users quicker, since generating
> > all the HTML for transaction history can be slow for long tickets.
> > 
> > =cut
> > 
> > # Set($DeferTransactionLoading, 1);
> > 
> > =item C<$ShowBccHeader>
> > 
> > By default, RT hides from the web UI information about blind copies
> > user sent on reply or comment.
> > 
> > =cut
> > 
> > Set($ShowBccHeader, 0);
> > 
> > =item C<$TrustHTMLAttachments>
> > 
> > If C is not defined, we will display them as
> > text. This prevents malicious HTML and JavaScript from being sent in a
> > request (although there is probably more to it than that)
> > 
> > =cut
> > 
> > Set($TrustHTMLAttachments, undef);
> > 
> > =item C<$AlwaysDownloadAttachments>
> > 
> > Always download attachments, regardless of content type. If set, this
> > overrides C.
> > 
> > =cut
> > 
> > Set($AlwaysDownloadAttachments, undef);
> > 
> > =item C<$AttachmentUnits>
> > 
> > Controls the units (kilobytes or bytes) that attachment sizes use for
> > display. The default is to display kilobytes if the attachment is
> > larger than 1024 bytes, bytes otherwise. If you set
> > C<$AttachmentUnits> to C<'k'> then attachment sizes will always be
> > displayed in kilobytes. If set to C<'b'>, then sizes will be bytes.
> > 
> > =cut
> > 
> > Set($AttachmentUnits, undef);
> > 
> > =item C<$PreferRichText>
> > 
> > If C<$PreferRichText> is set to 1, RT will show HTML/Rich text messages
> > in preference to their plain-text alternatives. RT "scrubs" the HTML to
> > show only a minimal subset of HTML to avoid possible contamination by
> > cross-site-scripting attacks.
> > 
> > =cut
> > 
> > Set($PreferRichText, undef);
> > 
> > =item C<$MaxInlineBody>
> > 
> > C<$MaxInlineBody> is the maximum attachment size that we want to see
> > inline when viewing a transaction.  RT will inline any text if the
> > value is undefined or 0.  This option can be overridden by users in
> > their preferences.
> > 
> > =cut
> > 
> > Set($MaxInlineBody, 12000);
> > 
> > =item C<$ShowTransactionImages>
> > 
> > By default, RT shows images attached to incoming (and outgoing) ticket
> > updates inline. Set this variable to 0 if you'd like to disable that
> > behavior.
> > 
> > =cut
> > 
> > Set($ShowTransactionImages, 1);
> > 
> > =item C<$PlainTextPre>
> > 
> > Normally plaintext attachments are displayed as HTML with line breaks
> > preserved.  This causes space- and tab-based formatting not to be
> > displayed correctly.  By setting $PlainTextPre messages will be
> > displayed using ; this option overrides C<$PlainTextMono>.
> > 
> > =cut
> > 
> > Set($PlainTextPre, 0);
> > 
> > 
> > =item C<$PlainTextMono>
> > 
> > Set C<$PlainTextMono> to 1 to use monospaced font and preserve
> > formatting; unlike C<$PlainTextPre>, the text will wrap to fit width
> > of the browser window.
> > 
> > =cut
> > 
> > Set($PlainTextMono, 0);
> > 
> > =item C<$SuppressInlineTextFiles>
> > 
> > If C<$SuppressInlineTextFiles> is set to 1, then uploaded text files
> > (text-type attachments with file names) are prevented from being
> > displayed in-line when viewing a ticket's history.
> > 
> > =cut
> > 
> > Set($SuppressInlineTextFiles, undef);
> > 
> > 
> > =item C<@Active_MakeClicky>
> > 
> > MakeClicky detects various formats of data in headers and email
> > messages, and extends them with supporting links.  By default, RT
> > provides two formats:
> > 
> > * 'httpurl': detects http:// and https:// URLs and adds '[Open URL]'
> >   link after the URL.
> > 
> > * 'httpurl_overwrite': also detects URLs as 'httpurl' format, but
> >   replaces the URL with a link and *adds spaces* into the text if it
> >   is longer then 30 characters. This allows the browser to wrap long
> >   URLs and avoid horizontal scrolling.
> > 
> > See F for documentation on how to add
> > your own styles of link detection.
> > 
> > =cut
> > 
> > Set(@Active_MakeClicky, qw());
> > 
> > =back
> > 
> > 
> > 
> > =head1 Application logic
> > 
> > =over 4
> > 
> > =item C<$ParseNewMessageForTicketCcs>
> > 
> > If C<$ParseNewMessageForTicketCcs> is set to 1, RT will attempt to
> > divine Ticket 'Cc' watchers from the To and Cc lines of incoming
> > messages.  Be forewarned that if you have I addresses which forward
> > mail to RT automatically and you enable this option without modifying
> > C<$RTAddressRegexp> below, you will get yourself into a heap of trouble.
> > 
> > =cut
> > 
> > Set($ParseNewMessageForTicketCcs, undef);
> > 
> > =item C<$UseTransactionBatch>
> > 
> > Set C<$UseTransactionBatch> to 1 to execute transactions in batches,
> > such that a resolve and comment (for example) would happen
> > simultaneously, instead of as two transactions, unaware of each
> > others' existence.
> > 
> > =cut
> > 
> > Set($UseTransactionBatch, 1);
> > 
> > =item C<$StrictLinkACL>
> > 
> > When this feature is enabled a user needs I rights on
> > both tickets to link them together; otherwise, I rights
> > on either of them is sufficient.
> > 
> > =cut
> > 
> > Set($StrictLinkACL, 1);
> > 
> > =item C<$RedistributeAutoGeneratedMessages>
> > 
> > Should RT redistribute correspondence that it identifies as machine
> > generated?  A 1 will do so; setting this to 0 will cause no
> > such messages to be redistributed.  You can also use 'privileged' (the
> > default), which will redistribute only to privileged users. This helps
> > to protect against malformed bounces and loops caused by auto-created
> > requestors with bogus addresses.
> > 
> > =cut
> > 
> > Set($RedistributeAutoGeneratedMessages, "privileged");
> > 
> > =item C<$ApprovalRejectionNotes>
> > 
> > Should rejection notes from approvals be sent to the requestors?
> > 
> > =back
> > 
> > =cut
> > 
> > Set($ApprovalRejectionNotes, 1);
> > 
> > =head1 Extra security
> > 
> > =over 4
> > 
> > This is a list of extra security measures to enable that help keep your RT
> > safe.  If you don't know what these mean, you should almost certainly leave the
> > defaults alone.
> > 
> > =item C<$DisallowExecuteCode>
> > 
> > If set to a true value, the C right will be removed from
> > all users, B the superuser.  This is intended for when RT is
> > installed into a shared environment where even the superuser should not
> > be allowed to run arbitrary Perl code on the server via scrips.
> > 
> > =cut
> > 
> > Set($DisallowExecuteCode, 0);
> > 
> > =item C<$Framebusting>
> > 
> > If set to a false value, framekiller javascript will be disabled and the
> > X-Frame-Options: DENY header will be suppressed from all responses.
> > This disables RT's clickjacking protection.
> > 
> > =cut
> > 
> > Set($Framebusting, 1);
> > 
> > =back
> > 
> > =head1 Authorization and user configuration
> > 
> > =over 4
> > 
> > =item C<$WebExternalAuth>
> > 
> > If C<$WebExternalAuth> is defined, RT will defer to the environment's
> > REMOTE_USER variable.
> > 
> > =cut
> > 
> > Set($WebExternalAuth, undef);
> > 
> > =item C<$WebExternalAuthContinuous>
> > 
> > If C<$WebExternalAuthContinuous> is defined, RT will check for the
> > REMOTE_USER on each access.  If you would prefer this to only happen
> > once (at initial login) set this to a false value.  The default
> > setting will help ensure that if your external authentication system
> > deauthenticates a user, RT notices as soon as possible.
> > 
> > =cut
> > 
> > Set($WebExternalAuthContinuous, 1);
> > 
> > =item C<$WebFallbackToInternalAuth>
> > 
> > If C<$WebFallbackToInternalAuth> is defined, the user is allowed a
> > chance of fallback to the login screen, even if REMOTE_USER failed.
> > 
> > =cut
> > 
> > Set($WebFallbackToInternalAuth, undef);
> > 
> > =item C<$WebExternalGecos>
> > 
> > C<$WebExternalGecos> means to match 'gecos' field as the user
> > identity); useful with mod_auth_pwcheck and IIS Integrated Windows
> > logon.
> > 
> > =cut
> > 
> > Set($WebExternalGecos, undef);
> > 
> > =item C<$WebExternalAuto>
> > 
> > C<$WebExternalAuto> will create users under the same name as
> > REMOTE_USER upon login, if it's missing in the Users table.
> > 
> > =cut
> > 
> > Set($WebExternalAuto, undef);
> > 
> > =item C<$AutoCreate>
> > 
> > If C<$WebExternalAuto> is set to 1, C<$AutoCreate> will be passed to
> > User's Create method.  Use it to set defaults, such as creating
> > Unprivileged users with C<{ Privileged => 0 }> This must be a hashref.
> > 
> > =cut
> > 
> > Set($AutoCreate, undef);
> > 
> > =item C<$WebSessionClass>
> > 
> > C<$WebSessionClass> is the class you wish to use for managing
> > Sessions.  It defaults to use your SQL database, but if you are using
> > MySQL 3.x and plans to use non-ascii Queue names, uncomment and add
> > this line to F to prevent session corruption.
> > 
> > =cut
> > 
> > # Set($WebSessionClass, "Apache::Session::File");
> > 
> > =item C<$AutoLogoff>
> > 
> > By default, RT's user sessions persist until a user closes his or her
> > browser. With the C<$AutoLogoff> option you can setup session lifetime
> > in minutes. A user will be logged out if he or she doesn't send any
> > requests to RT for the defined time.
> > 
> > =cut
> > 
> > Set($AutoLogoff, 0);
> > 
> > =item C<$LogoutRefresh>
> > 
> > The number of seconds to wait after logout before sending the user to
> > the login page. By default, 1 second, though you may want to increase
> > this if you display additional information on the logout page.
> > 
> > =cut
> > 
> > Set($LogoutRefresh, 1);
> > 
> > =item C<$WebSecureCookies>
> > 
> > By default, RT's session cookie isn't marked as "secure". Some web
> > browsers will treat secure cookies more carefully than non-secure
> > ones, being careful not to write them to disk, only sending them over
> > an SSL secured connection, and so on. To enable this behavior, set
> > C<$WebSecureCookies> to 1.  NOTE: You probably don't want to turn this
> > on I users are only connecting via SSL encrypted HTTPS
> > connections.
> > 
> > =cut
> > 
> > Set($WebSecureCookies, 0);
> > 
> > =item C<$MinimumPasswordLength>
> > 
> > C<$MinimumPasswordLength> defines the minimum length for user
> > passwords. Setting it to 0 disables this check.
> > 
> > =cut
> > 
> > Set($MinimumPasswordLength, 5);
> > 
> > =back
> > 
> > 
> > =head1 Internationalization
> > 
> > =over 4
> > 
> > =item C<@LexiconLanguages>
> > 
> > An array that contains languages supported by RT's
> > internationalization interface.  Defaults to all *.po lexicons;
> > setting it to C will make RT bilingual instead of
> > multilingual, but will save some memory.
> > 
> > =cut
> > 
> > Set(@LexiconLanguages, qw(*));
> > 
> > =item C<@EmailInputEncodings>
> > 
> > An array that contains default encodings used to guess which charset
> > an attachment uses, if it does not specify one explicitly.  All
> > options must be recognized by L.  The first element may
> > also be '*', which enables encoding detection using
> > L, if installed.
> > 
> > =cut
> > 
> > Set(@EmailInputEncodings, qw(utf-8 iso-8859-1 us-ascii));
> > 
> > =item C<$EmailOutputEncoding>
> > 
> > The charset for localized email.  Must be recognized by Encode.
> > 
> > =cut
> > 
> > Set($EmailOutputEncoding, "utf-8");
> > 
> > =back
> > 
> > 
> > 
> > 
> > 
> > 
> > 
> > =head1 Date and time handling
> > 
> > =over 4
> > 
> > =item C<$DateTimeFormat>
> > 
> > You can choose date and time format.  See the "Output formatters"
> > section in perldoc F for more options.  This option
> > can be overridden by users in their preferences.
> > 
> > Some examples:
> > 
> > C
> > C "ISO", Seconds => 0 });>
> > C
> > C "RFC2822", Seconds => 0, DayOfWeek => 0 });>
> > 
> > =cut
> > 
> > Set($DateTimeFormat, "DefaultFormat");
> > 
> > # Next two options are for Time::ParseDate
> > 
> > =item C<$DateDayBeforeMonth>
> > 
> > Set this to 1 if your local date convention looks like "dd/mm/yy"
> > instead of "mm/dd/yy". Used only for parsing, not for displaying
> > dates.
> > 
> > =cut
> > 
> > Set($DateDayBeforeMonth, 1);
> > 
> > =item C<$AmbiguousDayInPast>, C<$AmbiguousDayInFuture>
> > 
> > Should an unspecified day or year in a date refer to a future or a
> > past value? For example, should a date of "Tuesday" default to mean
> > the date for next Tuesday or last Tuesday? Should the date "March 1"
> > default to the date for next March or last March?
> > 
> > Set C<$AmbiguousDayInPast> for the last date, or
> > C<$AmbiguousDayInFuture> for the next date; the default is usually
> > correct.  If both are set, C<$AmbiguousDayInPast> takes precedence.
> > 
> > =cut
> > 
> > Set($AmbiguousDayInPast, 0);
> > Set($AmbiguousDayInFuture, 0);
> > 
> > =item C<$DefaultTimeUnitsToHours>
> > 
> > Use this to set the default units for time entry to hours instead of
> > minutes.  Note that this only effects entry, not display.
> > 
> > =cut
> > 
> > Set($DefaultTimeUnitsToHours, 0);
> > 
> > =back
> > 
> > 
> > 
> > 
> > =head1 GnuPG integration
> > 
> > A full description of the (somewhat extensive) GnuPG integration can
> > be found by running the command `perldoc L` (or
> > `perldoc lib/RT/Crypt/GnuPG.pm` from your RT install directory).
> > 
> > =over 4
> > 
> > =item C<%GnuPG>
> > 
> > Set C to 'inline' to use inline encryption and
> > signatures instead of 'RFC' (GPG/MIME: RFC3156 and RFC1847) format.
> > 
> > If you want to allow people to encrypt attachments inside the DB then
> > set C to 1.
> > 
> > Set C to false if you don't want to reject
> > emails encrypted for key RT doesn't have and can not decrypt.
> > 
> > Set C to false if you don't want to reject letters
> > with incorrect GnuPG data.
> > 
> > =cut
> > 
> > Set(%GnuPG,
> >     Enable => 1,
> >     OutgoingMessagesFormat => "RFC", # Inline
> >     AllowEncryptDataInDB   => 0,
> > 
> >     RejectOnMissingPrivateKey => 1,
> >     RejectOnBadData           => 1,
> > );
> > 
> > =item C<%GnuPGOptions>
> > 
> > Options to pass to the GnuPG program.
> > 
> > If you override this in your RT_SiteConfig, you should be sure to
> > include a homedir setting.
> > 
> > Note that options with '-' character MUST be quoted.
> > 
> > =cut
> > 
> > Set(%GnuPGOptions,
> >     homedir => q{var/data/gpg},
> > 
> > # URL of a keyserver
> > #    keyserver => 'hkp://subkeys.pgp.net',
> > 
> > # enables the automatic retrieving of keys when encrypting
> > #    'auto-key-locate' => 'keyserver',
> > 
> > # enables the automatic retrieving of keys when verifying signatures
> > #    'auto-key-retrieve' => undef,
> > );
> > 
> > =back
> > 
> > 
> > 
> > =head1 Lifecycles
> > 
> > =head2 Lifecycle definitions
> > 
> > Each lifecycle is a list of possible statuses split into three logic
> > sets: B, B and B. Each status in a
> > lifecycle must be unique. (Statuses may not be repeated across sets.)
> > Each set may have any number of statuses.
> > 
> > For example:
> > 
> >     default => {
> >         initial  => ['new'],
> >         active   => ['open', 'stalled'],
> >         inactive => ['resolved', 'rejected', 'deleted'],
> >         ...
> >     },
> > 
> > Status names can be from 1 to 64 ASCII characters.  Statuses are
> > localized using RT's standard internationalization and localization
> > system.
> > 
> > =over 4
> > 
> > =item initial
> > 
> > You can define multiple B statuses for tickets in a given
> > lifecycle.
> > 
> > RT will automatically set its B date when you change a
> > ticket's status from an B state to an B or
> > B status.
> > 
> > =item active
> > 
> > B tickets are "currently in play" - they're things that are
> > being worked on and not yet complete.
> > 
> > =item inactive
> > 
> > B tickets are typically in their "final resting state".
> > 
> > While you're free to implement a workflow that ignores that
> > description, typically once a ticket enters an inactive state, it will
> > never again enter an active state.
> > 
> > RT will automatically set the B date when a ticket's status
> > is changed from an B or B status to an B
> > status.
> > 
> > B is still a special status and protected by the
> > B right, unless you re-defined rights (read below). If
> > you don't want to allow ticket deletion at any time simply don't
> > include it in your lifecycle.
> > 
> > =back
> > 
> > Statuses in each set are ordered and listed in the UI in the defined
> > order.
> > 
> > Changes between statuses are constrained by transition rules, as
> > described below.
> > 
> > =head2 Default values
> > 
> > In some cases a default value is used to display in UI or in API when
> > value is not provided. You can configure defaults using the following
> > syntax:
> > 
> >     default => {
> >         ...
> >         defaults => {
> >             on_create => 'new',
> >             on_resolve => 'resolved',
> >             ...
> >         },
> >     },
> > 
> > The following defaults are used.
> > 
> > =over 4
> > 
> > =item on_create
> > 
> > If you (or your code) doesn't specify a status when creating a ticket,
> > RT will use the this status. See also L > ticket creation>.
> > 
> > =item on_merge
> > 
> > When tickets are merged, the status of the ticket that was merged
> > away is forced to this value.  It should be one of inactive statuses;
> > 'resolved' or its equivalent is most probably the best candidate.
> > 
> > =item approved
> > 
> > When an approval is accepted, the status of depending tickets will
> > be changed to this value.
> > 
> > =item denied
> > 
> > When an approval is denied, the status of depending tickets will
> > be changed to this value.
> > 
> > =back
> > 
> > =head2 Transitions between statuses and UI actions
> > 
> > A B is a change of status from A to B. You should define
> > all possible transitions in each lifecycle using the following format:
> > 
> >     default => {
> >         ...
> >         transitions => {
> >             ''       => [qw(new open resolved)],
> >             new      => [qw(open resolved rejected deleted)],
> >             open     => [qw(stalled resolved rejected deleted)],
> >             stalled  => [qw(open)],
> >             resolved => [qw(open)],
> >             rejected => [qw(open)],
> >             deleted  => [qw(open)],
> >         },
> >         ...
> >     },
> > 
> > =head3 Statuses available during ticket creation
> > 
> > By default users can create tickets with any status, except
> > deleted. If you want to restrict statuses available during creation
> > then describe transition from '' (empty string), like in the example
> > above.
> > 
> > =head3 Protecting status changes with rights
> > 
> > A transition or group of transitions can be protected by a specific
> > right.  Additionally, you can name new right names, which will be added
> > to the system to control that transition.  For example, if you wished to
> > create a lesser right than ModifyTicket for rejecting tickets, you could
> > write:
> > 
> >     default => {
> >         ...
> >         rights => {
> >             '* -> deleted'  => 'DeleteTicket',
> >             '* -> rejected' => 'RejectTicket',
> >             '* -> *'        => 'ModifyTicket',
> >         },
> >         ...
> >     },
> > 
> > This would create a new C right in the system which you
> > could assign to whatever groups you choose.
> > 
> > On the left hand side you can have the following variants:
> > 
> >     ' -> '
> >     '* -> '
> >     ' -> *'
> >     '* -> *'
> > 
> > Valid transitions are listed in order of priority. If a user attempts
> > to change a ticket's status from B to B then the lifecycle
> > is checked for presence of an exact match, then for 'any to B',
> > 'B to any' and finally 'any to any'.
> > 
> > If you don't define any rights, or there is no match for a transition,
> > RT will use the B or B as appropriate.
> > 
> > =head3 Labeling and defining actions
> > 
> > For each transition you can define an action that will be shown in the
> > UI; each action annotated with a label and an update type.
> > 
> > Each action may provide a default update type, which can be
> > B, B, or absent. For example, you may want your
> > staff to write a reply to the end user when they change status from
> > B to B, and thus set the update to B.  Neither
> > B nor B are mandatory, and user may leave the
> > message empty, regardless of the update type.
> > 
> > This configuration can be used to accomplish what
> > $ResolveDefaultUpdateType was used for in RT 3.8.
> > 
> > Use the following format to define labels and actions of transitions:
> > 
> >     default => {
> >         ...
> >         actions => [
> >             'new -> open'     => { label => 'Open it', update => 'Respond' },
> >             'new -> resolved' => { label => 'Resolve', update => 'Comment' },
> >             'new -> rejected' => { label => 'Reject',  update => 'Respond' },
> >             'new -> deleted'  => { label => 'Delete' },
> > 
> >             'open -> stalled'  => { label => 'Stall',   update => 'Comment' },
> >             'open -> resolved' => { label => 'Resolve', update => 'Comment' },
> >             'open -> rejected' => { label => 'Reject',  update => 'Respond' },
> > 
> >             'stalled -> open'  => { label => 'Open it' },
> >             'resolved -> open' => { label => 'Re-open', update => 'Comment' },
> >             'rejected -> open' => { label => 'Re-open', update => 'Comment' },
> >             'deleted -> open'  => { label => 'Undelete' },
> >         ],
> >         ...
> >     },
> > 
> > In addition, you may define multiple actions for the same transition.
> > Alternately, you may use '* -> x' to match more than one transition.
> > For example:
> > 
> >     default => {
> >         ...
> >         actions => [
> >             ...
> >             'new -> rejected' => { label => 'Reject', update => 'Respond' },
> >             'new -> rejected' => { label => 'Quick Reject' },
> >             ...
> >             '* -> deleted' => { label => 'Delete' },
> >             ...
> >         ],
> >         ...
> >     },
> > 
> > =head2 Moving tickets between queues with different lifecycles
> > 
> > Unless there is an explicit mapping between statuses in two different
> > lifecycles, you can not move tickets between queues with these
> > lifecycles.  Such a mapping is defined as follows:
> > 
> >     __maps__ => {
> >         'from lifecycle -> to lifecycle' => {
> >             'status in left lifecycle' => 'status in right lifecycle',
> >             ...
> >         },
> >         ...
> >     },
> > 
> > =cut
> > 
> > Set(%Lifecycles,
> >     default => {
> >         initial         => [ 'new' ],
> >         active          => [ 'open', 'stalled' ],
> >         inactive        => [ 'resolved', 'rejected', 'deleted' ],
> > 
> >         defaults => {
> >             on_create => 'new',
> >             on_merge  => 'resolved',
> >             approved  => 'open',
> >             denied    => 'rejected',
> >         },
> > 
> >         transitions => {
> >             ''       => [qw(new open resolved)],
> > 
> >             # from   => [ to list ],
> >             new      => [qw(open stalled resolved rejected deleted)],
> >             open     => [qw(new stalled resolved rejected deleted)],
> >             stalled  => [qw(new open rejected resolved deleted)],
> >             resolved => [qw(new open stalled rejected deleted)],
> >             rejected => [qw(new open stalled resolved deleted)],
> >             deleted  => [qw(new open stalled rejected resolved)],
> >         },
> >         rights => {
> >             '* -> deleted'  => 'DeleteTicket',
> >             '* -> *'        => 'ModifyTicket',
> >         },
> >         actions => [
> >             'new -> open'      => {
> >                 label  => 'Open It', # loc
> >                 update => 'Respond',
> >             },
> >             'new -> resolved'  => {
> >                 label  => 'Resolve', # loc
> >                 update => 'Comment',
> >             },
> >             'new -> rejected'  => {
> >                 label  => 'Reject', # loc
> >                 update => 'Respond',
> >             },
> >             'new -> deleted'   => {
> >                 label  => 'Delete', # loc
> >             },
> > 
> >             'open -> stalled'  => {
> >                 label  => 'Stall', # loc
> >                 update => 'Comment',
> >             },
> >             'open -> resolved' => {
> >                 label  => 'Resolve', # loc
> >                 update => 'Comment',
> >             },
> >             'open -> rejected' => {
> >                 label  => 'Reject', # loc
> >                 update => 'Respond',
> >             },
> > 
> >             'stalled -> open'  => {
> >                 label  => 'Open It', # loc
> >             },
> >             'resolved -> open' => {
> >                 label  => 'Re-open', # loc
> >                 update => 'Comment',
> >             },
> >             'rejected -> open' => {
> >                 label  => 'Re-open', # loc
> >                 update => 'Comment',
> >             },
> >             'deleted -> open'  => {
> >                 label  => 'Undelete', # loc
> >             },
> >         ],
> >     },
> > # don't change lifecyle of the approvals, they are not capable to deal with
> > # custom statuses
> >     approvals => {
> >         initial         => [ 'new' ],
> >         active          => [ 'open', 'stalled' ],
> >         inactive        => [ 'resolved', 'rejected', 'deleted' ],
> > 
> >         defaults => {
> >             on_create => 'new',
> >             on_merge => 'resolved',
> >         },
> > 
> >         transitions => {
> >             ''       => [qw(new open resolved)],
> > 
> >             # from   => [ to list ],
> >             new      => [qw(open stalled resolved rejected deleted)],
> >             open     => [qw(new stalled resolved rejected deleted)],
> >             stalled  => [qw(new open rejected resolved deleted)],
> >             resolved => [qw(new open stalled rejected deleted)],
> >             rejected => [qw(new open stalled resolved deleted)],
> >             deleted  => [qw(new open stalled rejected resolved)],
> >         },
> >         rights => {
> >             '* -> deleted'  => 'DeleteTicket',
> >             '* -> rejected' => 'ModifyTicket',
> >             '* -> *'        => 'ModifyTicket',
> >         },
> >         actions => [
> >             'new -> open'      => {
> >                 label  => 'Open It', # loc
> >                 update => 'Respond',
> >             },
> >             'new -> resolved'  => {
> >                 label  => 'Resolve', # loc
> >                 update => 'Comment',
> >             },
> >             'new -> rejected'  => {
> >                 label  => 'Reject', # loc
> >                 update => 'Respond',
> >             },
> >             'new -> deleted'   => {
> >                 label  => 'Delete', # loc
> >             },
> > 
> >             'open -> stalled'  => {
> >                 label  => 'Stall', # loc
> >                 update => 'Comment',
> >             },
> >             'open -> resolved' => {
> >                 label  => 'Resolve', # loc
> >                 update => 'Comment',
> >             },
> >             'open -> rejected' => {
> >                 label  => 'Reject', # loc
> >                 update => 'Respond',
> >             },
> > 
> >             'stalled -> open'  => {
> >                 label  => 'Open It', # loc
> >             },
> >             'resolved -> open' => {
> >                 label  => 'Re-open', # loc
> >                 update => 'Comment',
> >             },
> >             'rejected -> open' => {
> >                 label  => 'Re-open', # loc
> >                 update => 'Comment',
> >             },
> >             'deleted -> open'  => {
> >                 label  => 'Undelete', # loc
> >             },
> >         ],
> >     },
> > );
> > 
> > 
> > 
> > 
> > 
> > =head1 Administrative interface
> > 
> > =over 4
> > 
> > =item C<$ShowRTPortal>
> > 
> > RT can show administrators a feed of recent RT releases and other
> > related announcements and information from Best Practical on the top
> > level Configuration page.  This feature helps you stay up to date on
> > RT security announcements and version updates.
> > 
> > RT provides this feature using an "iframe" on C
> > which asks the administrator's browser to show an inline page from
> > Best Practical's website.
> > 
> > If you'd rather not make this feature available to your
> > administrators, set C<$ShowRTPortal> to a false value.
> > 
> > =cut
> > 
> > Set($ShowRTPortal, 1);
> > 
> > =item C<%AdminSearchResultFormat>
> > 
> > In the admin interface, format strings similar to tickets result
> > formats are used. Use C<%AdminSearchResultFormat> to define the format
> > strings used in the admin interface on a per-RT-class basis.
> > 
> > =cut
> > 
> > Set(%AdminSearchResultFormat,
> >     Queues =>
> >         q{'__id__/TITLE:#'}
> >         .q{,'__Name__/TITLE:Name'}
> >         .q{,__Description__,__Address__,__Priority__,__DefaultDueIn__,__Disabled__},
> > 
> >     Groups =>
> >         q{'__id__/TITLE:#'}
> >         .q{,'__Name__/TITLE:Name'}
> >         .q{,'__Description__'},
> > 
> >     Users =>
> >         q{'__id__/TITLE:#'}
> >         .q{,'__Name__/TITLE:Name'}
> >         .q{,__RealName__, __EmailAddress__},
> > 
> >     CustomFields =>
> >         q{'__id__/TITLE:#'}
> >         .q{,'__Name__/TITLE:Name'}
> >         .q{,__AppliedTo__, __FriendlyType__, __FriendlyPattern__},
> > 
> >     Scrips =>
> >         q{'__id__/TITLE:#'}
> >         .q{,'__Description__/TITLE:Description'}
> >         .q{,__Stage__, __Condition__, __Action__, __Template__},
> > 
> >     Templates =>
> >         q{'__id__/TITLE:#'}
> >         .q{,'__Name__/TITLE:Name'}
> >         .q{,'__Description__'},
> >     Classes =>
> >         q{ '__id__/TITLE:#'}
> >         .q{,'__Name__/TITLE:Name'}
> >         .q{,__Description__},
> > );
> > 
> > =back
> > 
> > 
> > 
> > 
> > =head1 Development options
> > 
> > =over 4
> > 
> > =item C<$DevelMode>
> > 
> > RT comes with a "Development mode" setting.  This setting, as a
> > convenience for developers, turns on several of development options
> > that you most likely don't want in production:
> > 
> > =over 4
> > 
> > =item *
> > 
> > Uses L to reload changed Perl modules on each
> > request.
> > 
> > =item *
> > 
> > Turns off Mason's C directive; this causes Mason to
> > reload template files which have been modified on disk.
> > 
> > =item *
> > 
> > Turns on Mason's HTML C; this renders compilation errors
> > to the browser, along with a full stack trace.  It is possible for
> > stack traces to reveal sensitive information such as passwords or
> > ticket content.
> > 
> > =item *
> > 
> > Turns off caching of callbacks; this enables additional callbacks to
> > be added while the server is running.
> > 
> > =back
> > 
> > =cut
> > 
> > Set($DevelMode, "0");
> > 
> > 
> > =item C<$RecordBaseClass>
> > 
> > What abstract base class should RT use for its records. You should
> > probably never change this.
> > 
> > Valid values are C or
> > C
> > 
> > =cut
> > 
> > Set($RecordBaseClass, "DBIx::SearchBuilder::Record::Cachable");
> > 
> > 
> > =item C<@MasonParameters>
> > 
> > C<@MasonParameters> is the list of parameters for the constructor of
> > HTML::Mason's Apache or CGI Handler.  This is normally only useful for
> > debugging, e.g. profiling individual components with:
> > 
> >     use MasonX::Profiler; # available on CPAN
> >     Set(@MasonParameters, (preamble => 'my $p = MasonX::Profiler->new($m, $r);'));
> > 
> > =cut
> > 
> > Set(@MasonParameters, ());
> > 
> > =item C<$StatementLog>
> > 
> > RT has rudimentary SQL statement logging support; simply set
> > C<$StatementLog> to be the level that you wish SQL statements to be
> > logged at.
> > 
> > Enabling this option will also expose the SQL Queries page in the
> > Configuration -> Tools menu for SuperUsers.
> > 
> > =cut
> > 
> > Set($StatementLog, undef);
> > 
> > =back
> > 
> > 
> > 
> > 
> > =head1 Deprecated options
> > 
> > =over 4
> > 
> > =item C<$LinkTransactionsRun1Scrip>
> > 
> > RT-3.4 backward compatibility setting. Add/Delete Link used to record
> > one transaction and run one scrip. Set this value to 1 if you want
> > only one of the link transactions to have scrips run.
> > 
> > =cut
> > 
> > Set($LinkTransactionsRun1Scrip, 0);
> > 
> > # The order in which the services defined in ExternalSettings
> > # should be used to authenticate users. User is authenticated
> > # if successfully confirmed by any service - no more services
> > # are checked.
> > Set($ExternalAuthPriority,  [   'My_LDAP',
> >                                 'My_MySQL',
> >                                 'My_SSO_Cookie'
> >                             ]
> > );
> > 
> > # The order in which the services defined in ExternalSettings
> > # should be used to get information about users. This includes
> > # RealName, Tel numbers etc, but also whether or not the user
> > # should be considered disabled. 
> > #
> > # Once user info is found, no more services are checked.
> > #
> > # You CANNOT use a SSO cookie for authentication.
> > Set($ExternalInfoPriority,  [   'My_MySQL',
> >                                 'My_LDAP'
> >                             ]
> > );
> > 
> > # If this is set to true, then the relevant packages will
> > # be loaded to use SSL/TLS connections. At the moment,
> > # this just means "use Net::SSLeay;"
> > Set($ExternalServiceUsesSSLorTLS,    0);
> > 
> > # If this is set to 1, then users should be autocreated by RT
> > # as internal users if they fail to authenticate from an
> > # external service.
> > Set($AutoCreateNonExternalUsers,    1);
> > 
> > # These are the full settings for each external service as a HashOfHashes
> > # Note that you may have as many external services as you wish. They will
> > # be checked in the order specified in the Priority directives above.
> > # e.g. 
> > #   Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']);
> > #
> > Set($ExternalSettings,      {   
> >                                 # AN EXAMPLE LDAP SERVICE
> >                                 'My_LDAP'       =>  {   ## GENERIC SECTION
> >                                                         # The type of service (db/ldap/cookie) 
> >                                                         'type'                      =>  'ldap',
> >                                                         # The server hosting the service
> >                                                         'server'                    =>  'ldap01.example.com',
> >                                                         ## SERVICE-SPECIFIC SECTION
> >                                                         # If you can bind to your LDAP server anonymously you should 
> >                                                         # remove the user and pass config lines, otherwise specify them here:
> >                                                         # 
> >                                                         # The username RT should use to connect to the LDAP server 
> >                                                         #'user'                      =>  'uid=Dunphy,ou=People,cn=mlbam,cn=com',
> >                                                         # The password RT should use to connect to the LDAP server
> >                                                         #'pass'                    =>  'secret',
> >                                                         #
> >                                                         # The LDAP search base
> >                                                         'base'                      =>  'ou=People,dc=example,dc=com',
> >                                                         #
> >                                                         # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
> >                                                         # YOU **MUST** SPECIFY A filter AND A d_filter!!
> >                                                         #
> >                                                         # The filter to use to match RT-Users
> >                                                         'filter'                    =>  '(objectclass=*)',
> >                                                         # A catch-all example filter: '(objectClass=*)'
> >                                                         #
> >                                                         # The filter that will only match disabled users
> >                                                         'd_filter'                  =>  '(objectClass=FooBarBaz)',
> >                                                         # A catch-none example d_filter: '(objectClass=FooBarBaz)'
> >                                                         #
> >                                                         # Should we try to use TLS to encrypt connections?
> >                                                         'tls'                       =>  0,
> >                                                         # SSL Version to provide to Net::SSLeay *if* using SSL
> >                                                         #'ssl_version'               =>  2,
> >                                                         # What other args should I pass to Net::LDAP->new($host, at args)?
> >                                                         'net_ldap_args'             => [    version =>  3   ],
> >                                                         # Does authentication depend on group membership? What group name?
> >                                                         #'group'                     =>  'RTUsers',
> >                                                         # What is the attribute for the group object that determines membership?
> >                                                         #'group_attr'                =>  'cn',
> >                                                         ## RT ATTRIBUTE MATCHING SECTION
> >                                                         # The list of RT attributes that uniquely identify a user
> > 							# This example shows what you *can* specify.. I recommend reducing this
> >                                                         # to just the Name and EmailAddress to save encountering problems later.
> >                                                         'attr_match_list'           => [    'Name',
> >                                                                                             'EmailAddress', 
> >                                                                                         ],
> >                                                         # The mapping of RT attributes on to LDAP attributes
> >                                                         'attr_map'                  =>  {   'Name' => 'uid',
> >                                                                                             'EmailAddress' => 'mail',
> >                                                                                         }
> >                                                     },
> >                                 # An example SSO cookie service
> >                                 'My_SSO_Cookie'  => {   # # The type of service (db/ldap/cookie)
> >                                                         'type'                      =>  'cookie',
> >                                                         # The name of the cookie to be used
> >                                                         'name'                      =>  'loginCookieValue',
> >                                                         # The users table
> >                                                         'u_table'                   =>  'users',
> >                                                         # The username field in the users table
> >                                                         'u_field'                   =>  'username',
> >                                                         # The field in the users table that uniquely identifies a user
> >                                                         # and also exists in the cookies table
> >                                                         'u_match_key'               =>  'userID',
> >                                                         # The cookies table
> >                                                         'c_table'                   =>  'login_cookie',
> >                                                         # The field that stores cookie values
> >                                                         'c_field'                   =>  'loginCookieValue',
> >                                                         # The field in the cookies table that uniquely identifies a user
> >                                                         # and also exists in the users table
> >                                                         'c_match_key'               =>  'loginCookieUserID',
> >                                                         # The DB service in this configuration to use to lookup the cookie information
> >                                                         'db_service_name'           =>  'My_MySQL'
> >                                                     }
> >                                 }
> > );
> > 
> > 1;
> > 
> > 
> > Set($LogToFile,      'debug');
> > Set($LogToFileNamed, 'rt.log');
> > Set($LogDir,         '/usr/local/rt4/var/log');
> > 
> > 1;
> > 
> > 
> > 
> > ---------
> > 
> > 
> > thank you very much for any advice you may have!
> > 
> > tim
> > 
> > 
> > 
> >  
> > --------
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > * Boston  March 5 & 6, 2012
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston ? March 5 & 6, 2012

From ram0502 at gmail.com  Thu Feb  2 15:56:44 2012
From: ram0502 at gmail.com (Ram Moskovitz)
Date: Thu, 2 Feb 2012 12:56:44 -0800
Subject: [rt-users] Filter by requestor email domain
In-Reply-To: 
References: 

Message-ID: 

Thanks Bart,
That looks good. I'm having an issue with it though - I need to match
against a regexp for the exception list.. I added an entry like '*@
example.com' to @exceptionlist  and rt is still sending out create
confirmations. What am I missing?
thanks!

On Mon, Jan 30, 2012 at 2:41 AM, Bart  wrote:

> Hi,
>
> We had a similar requirement for a bunch of e-mail addresses.
>
> This can be achieved by editing the autoreply scrip to look something like
> this:
>
>    - Condition: User Defined
>    - Action: Auto Reply To Requestors
>    - Template: Your AutoReply template
>    - Stage: TransactionCreate
>    - Custom Condition:
>
>
> my @exceptionList = ('name1 at example.com',
>                      'name2 at example.com',
>                      'name3 at example.com');
>
> my $transactionType = $self->TransactionObj->Type;
> my $ticketRequestor = lc($self->TicketObj->RequestorAddresses);
> my $trans = $self->TransactionObj;
>
> if ($transactionType eq 'Create') {
>   return if grep { $ticketRequestor eq lc($_) } @exceptionList;
>   my $msgattr = $trans->Message->First;
>   return 0 unless $msgattr;
>   return 1 if $msgattr->GetHeader('Received');
> }
> return 0;
>
> In addition the above only sends an autoreply when someone sends an
> e-mail, in our case we don't like the autoreply mails when we manually
> create a ticket (e.g. via quick create).
>
> Hope this helps.
>
> -- Bart
>
>
> Op 25 januari 2012 21:02 schreef Ram Moskovitz  het
> volgende:
>
>> Hey there,
>> I'm looking to not auto-reply on create to inbound emails from a certain
>> domain ( anything at example.com and even anything at sd.example.com). I
>> suppose the right way to go about this is via user defined condition in the
>> global scrip for autoreply on create. I have steps 1 and 3.. what's step 2?
>>
>> 1 return 0 unless $self->TransactionObj->Type eq "Create";
>> 2 return 0 if #self->TicketObj->????
>> 3 return 1
>>
>> thanks
>> ram
>>
>>
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston ? March 5 & 6, 2012
>>
>
>
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From alekreg at gmail.com  Thu Feb  2 16:40:22 2012
From: alekreg at gmail.com (Alek Cesarz)
Date: Thu, 02 Feb 2012 22:40:22 +0100
Subject: [rt-users] RT-to-RT communication
In-Reply-To: <4F206A92.9050803@gmail.com>
References: <4F1FA64D.2040107@gmail.com> <20120125175130.GH95897@jibsheet.com>
	<4F206A92.9050803@gmail.com>
Message-ID: <4F2B02C6.30904@gmail.com>

Alek Cesarz pisze, W dniu 2012-01-25 21:48:

> thanks Kevin. will check and get back with results.

I tried to review the code but with no success. nothing found in
incoming mail looks like it should trigger any special behaviour, but...
I am not a Perl hacker so my understanding of RT's code is limited.
what I found is that during ticket creation RT adds following headers to
first transaction:
>>
RT-Squelch-Replies-To:	 request at blahblah.net.pl
RT-DetectedAutoGenerated:	 true
>>
which may block autoresponder.
request at blahblah.net.pl is the address from which other instance of RT
is sending mails.

below are original headers from incoming email and headers recorded in
RT's first transation ("Ticket created")

*original headers*:

>>
Subject:
=?UTF-8?B?W2RpYWxvZyAjMTE5MjE1MV0gVEVTVDogemfFgm9zemVuaWUgdGVzdG93ZSBm?=
=?UTF-8?B?cm9tIHJlcXVlc3Q=?=
From: request at blahblah.net.pl
Reply-To: request at blahblah.net.pl
In-Reply-To:
References: 
Message-ID: 
Precedence: bulk
X-RT-Loop-Prevention: blahblah
RT-Ticket: blahblah #1192151
Managed-by: RT 3.6.7 (http://www.bestpractical.com/rt/)
RT-Originator: someuser at blahblah.net.pl
To: blahblah at support.s4tech.pl
Cc: some.user at blahblah.pl
MIME-Version: 1.0
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>>

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>>
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>>

any ideas?

-- 

From falcone at bestpractical.com  Thu Feb  2 16:40:39 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 2 Feb 2012 16:40:39 -0500
Subject: [rt-users] [rt-announce] RT 4.0.5 Released
Message-ID: <20120202214039.GC66847@jibsheet.com>

I'm happy to announce that RT 4.0.5 is now available for download.

http://download.bestpractical.com/pub/rt/release/rt-4.0.5.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-4.0.5.tar.gz.sig

SHA1 sums

59697fbfa3876d1950499796a429622941272edf  rt-4.0.5.tar.gz
a9040dfb1ae59f872727564709186fbdecaffe1c  rt-4.0.5.tar.gz.sig

This release contains a number of bugfixes and small improvements since
the 4.0.4 release; a few of the more notable ones include:

* Greatly improved print CSS
* New Config option - HideResolveActionsWithDependencies removes
  actions such as Resolve from the action menu on tickets with
  outstanding dependencies
* New Config option - AutocompleteOwnersForSearch allows admins to force
  an Owner autocompleter in the Query Builder
* New Config option - NoTicketInterfaceForApprovals redirects users to
  the Approvals interface if they visit an Approval ticket in the
  regular RT UI
* Improved Simple Search documentation and new 'any' keyword for any
  status
* Improved case insensitivity in the User and Custom Field Autocompleters
* new --enable-ssl-mailgate configure option and rt-mailgate options
  to assist with setting rt-mailgate up to talk to your ssl enabled
  RT server
* More improvements to email quote detection to handle Outlook quoting
* The CreateTickets action now supports adding Groups as Watchers
* httpurl_overwrite no longer inserts spaces into your URLs
* Added NBSP as a search column in the Query Builder
* Maintain Approved/Denied state in the radio button on past Approvals
* Fixes for __Bookmarked__ ticket searches
* Bugfixes for OverrideOutgoingMailFrom and sending bounces 
* More consistent ordering of Articles
* Improvements to menu internals, including fixes for Search collections
  and localization of key names
* Preserve Content-Disposition when redistributing mail
* Improved PGP handling for .asc attachments with misleading content-types
* By default, RT's session cookie will not be available to javascript
* Allow Charts to be grouped by Told.
* Test and localization cleanups.

A complete changelog is available from git by running `git log
rt-4.0.4..rt-4.0.5`
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rt-announce mailing list
rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce

From borngunners at aol.com  Thu Feb  2 17:13:56 2012
From: borngunners at aol.com (Borngunners)
Date: Thu, 2 Feb 2012 17:13:56 -0500 (EST)
Subject: [rt-users] Help installing RT4 on Ubuntu
In-Reply-To: 
References: <8CEAA636B3B3E9B-2444-63944@webmail-d182.sysops.aol.com><20120126214009.GL95897@jibsheet.com><8CEAD9C927D0CBE-1B14-16399@webmail-m076.sysops.aol.com><20120130202502.GU95897@jibsheet.com><8CEADB34E8A73CF-1B14-17819@webmail-m076.sysops.aol.com><20120130233238.GV95897@jibsheet.com><8CEAE66CC35259E-1B14-1DEE4@webmail-m076.sysops.aol.com><8CEAFCA97A6097A-1C60-8B16@webmail-m076.sysops.aol.com><3B9178D874F56F47B616AB50C01F7B7701D5FACC@GRUPRD8002MB111.lamprd80.prod.outlook.com>

Message-ID: <8CEB00F17171DA2-18C0-103BE@webmail-d101.sysops.aol.com>

Now RT is coming up, but I noticed couple of things:
1. It seems like RT is using sqlite database instead of mysql. (How do you make RT to use mysql? If I make the changes in RT_SiteConfig.pm to use mysql, will it work?)
2. How do I make RT to work without the /rt path in the RT_SiteConfig.pm?

Also, If I want to configure LDAP authentication, how do I go about accomplishing that since the installation was done via aptitude?
Last but not least I have a backup database from another RT server version 3.8, which was mysql database, how do I go about restoring the database from the fron-end, if possible?

Thanks,

-----Original Message-----
From: Bart 
To: rt-users 
Sent: Thu, Feb 2, 2012 10:00 am
Subject: Re: [rt-users] Help installing RT4 on Ubuntu

Hi,

As mentioned, after the installation you have to manually add the RT config to apache.

The installation won't configure apache automatically for you, you can probably use the include line Diaulas mentioned.

Other then that, it looks like you've done the installation the Ubuntu way (which is ok), all you need to do now is configure Apache.

Let us know if it worked.

-- Bart

Op 2 februari 2012 15:12 schreef Diaulas Castro  het volgende:

Did you put /rt in the end of url? Ex: http://192.168.1.1/rt

Have Ubuntu 11.10 installed 3 weeks ago, don?t remember to change apache conf except of including this line:

    Include "/etc/request-tracker4/apache2-modperl2.conf?

Last 2 lines of my conf:

tail -n2 /etc/apache2/sites-available/default
Include "/etc/request-tracker4/apache2-modperl2.conf"

De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]Em nome de Borngunners
Enviada em: quinta-feira, 2 de fevereiro de 2012 12:04
Para: bart at pleh.info; rt-users at lists.bestpractical.com
Assunto: Re: [rt-users] Help installing RT4 on Ubuntu

I have reinstalled everything again, starting from the OS. I installed ubuntu 11 and I installed RT using the following command apt-get install request-tracker4. Everything has being installed, but I am still getting the It Works! message. It seems like this version of RT is a bit complicated to install, right? Don't know what else to do regarding the installing RT. I seriously need help with detail how-to, please....

Thanks,

-----Original Message-----
From: Bart 
To: rt-users 
Sent: Wed, Feb 1, 2012 10:06 am
Subject: Re: [rt-users] Help installing RT4 on Ubuntu

Hi,

Are you trying to do the source installation on Ubuntu? (btw, which version of Ubuntu?)

At least, it looks that way. If the above is what you've done then I really don't understand the external auth errors your getting, a clean installation doesn't contain external auth...

My advise would be to make sure you have a clean installation up and running first before playing with plugins (theres really no point).

Also, if you have the latest Ubuntu server then you can also install RT using Aptitude ( aptitude search request-tracker4 ).

I assume you've documented all your steps up to this point, could you show us exactly what you've done? (you've installed plugins, so undo that to begin with or at least turn off the plugins in the RT_SiteConfig).

-- Bart

Op 31 januari 2012 20:36 schreef Borngunners  het volgende:

Okay. Now I have try to reinstall RT again and so far these are the configurations I have:

root at helpdesks:/var/tmp/rt-4.0.4# make initialize-database
/usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action init --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:   rt4
User:   rtuser
DBA:    root
Now creating a mysql database rt4 for RT.
Done.
Now populating database schema.
Done.
Now inserting database ACLs.
Granting access to rtuser@'localhost' on rt4.
Done.
Now inserting RT core system objects.
Done.
[Tue Jan 31 19:32:37 2012] [warning]: The ActiveStatus configuration has been replaced by the new Lifecycles
functionality. You should set the 'active' property of the 'default'
lifecycle and add transition rules; see RT_Config.pm for documentation. (/var/tmp/rt-4.0.4/sbin/../lib/RT/Config.pm:766)
Now inserting data.
[Tue Jan 31 19:32:37 2012] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: SuperUser, Disabled: 0, EmailAddress: root at localhost, Gecos: root, Name: root, Password: password, Privileged: 1, RealName: Enoch Root (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
[Tue Jan 31 19:32:37 2012] [error]: Could not set user info (/var/tmp/rt-4.0.4/sbin/../lib/RT/Handle.pm:826)
[Tue Jan 31 19:32:38 2012] [error]: Unable to load user: root : Couldn't find row (/var/tmp/rt-4.0.4/sbin/../lib/RT/Handle.pm:956)
Done inserting data.
Done.

Apache configuration:

  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");

thanks,

-----Original Message-----
From: Kevin Falcone 
To: rt-users 

Sent: Mon, Jan 30, 2012 6:32 pm
Subject: Re: [rt-users] Help installing RT4 on Ubuntu

On Mon, Jan 30, 2012 at 05:11:54PM -0500, Borngunners wrote:
>    Hello Falcone,
>    I have tried the config as stated. This is the message I receive after 
starting apche:
>    root at helpdesks:/etc/apache2# /etc/init.d/apache2 start
>     * Starting web server
>    apache2
>    [Mon Jan 30 22:08:01 2012] [warning]: DBD::mysql::st execute failed: Table 
'rt4.Users' doesn't
>    exist at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 
587.
>    (/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm:587)

You don't appear to have created the RT database.

When you said

>  >      On Thu, Jan 26, 2012 at 12:02:28PM -0500, Borngunners wrote:
>  >      >    I have installed RT 4 on ubuntu and have tested the web after

What did you do to install RT?  It'd be great if you looked through
the README and compared the steps to the notes about what you did.

-kevin

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston ? March 5 & 6, 2012

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston ? March 5 & 6, 2012

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston ? March 5 & 6, 2012

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston ? March 5 & 6, 2012

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From bart at pleh.info  Fri Feb  3 04:45:28 2012
From: bart at pleh.info (Bart)
Date: Fri, 3 Feb 2012 10:45:28 +0100
Subject: [rt-users] Filter by requestor email domain
In-Reply-To: 
References: 

Message-ID: 

I think your exception list is ok, but this line basically tells the if
statement that the content needs to exactly match your list:

  return if grep { $ticketRequestor eq lc($_) } @exceptionList;

Instead of eq you could try using =~ instead, below a little info:

http://www.troubleshooters.com/codecorn/littperl/perlreg.htm#SymbolExplanations

You might also need to edit the exception list with /@example.com/, or
something like that.

Maybe someone with a little more programming skills can reply on this ^_^
I'm not sure if the above would work.

-- Bart

Op 2 februari 2012 21:56 schreef Ram Moskovitz  het
volgende:

> Thanks Bart,
> That looks good. I'm having an issue with it though - I need to match
> against a regexp for the exception list.. I added an entry like '*@
> example.com' to @exceptionlist  and rt is still sending out create
> confirmations. What am I missing?
> thanks!
>
>
> On Mon, Jan 30, 2012 at 2:41 AM, Bart  wrote:
>
>> Hi,
>>
>> We had a similar requirement for a bunch of e-mail addresses.
>>
>> This can be achieved by editing the autoreply scrip to look something
>> like this:
>>
>>    - Condition: User Defined
>>    - Action: Auto Reply To Requestors
>>    - Template: Your AutoReply template
>>    - Stage: TransactionCreate
>>    - Custom Condition:
>>
>>
>> my @exceptionList = ('name1 at example.com',
>>                      'name2 at example.com',
>>                      'name3 at example.com');
>>
>> my $transactionType = $self->TransactionObj->Type;
>> my $ticketRequestor = lc($self->TicketObj->RequestorAddresses);
>> my $trans = $self->TransactionObj;
>>
>> if ($transactionType eq 'Create') {
>>   return if grep { $ticketRequestor eq lc($_) } @exceptionList;
>>   my $msgattr = $trans->Message->First;
>>   return 0 unless $msgattr;
>>   return 1 if $msgattr->GetHeader('Received');
>> }
>> return 0;
>>
>> In addition the above only sends an autoreply when someone sends an
>> e-mail, in our case we don't like the autoreply mails when we manually
>> create a ticket (e.g. via quick create).
>>
>> Hope this helps.
>>
>> -- Bart
>>
>>
>> Op 25 januari 2012 21:02 schreef Ram Moskovitz  het
>> volgende:
>>
>>>  Hey there,
>>> I'm looking to not auto-reply on create to inbound emails from a certain
>>> domain ( anything at example.com and even anything at sd.example.com). I
>>> suppose the right way to go about this is via user defined condition in the
>>> global scrip for autoreply on create. I have steps 1 and 3.. what's step 2?
>>>
>>> 1 return 0 unless $self->TransactionObj->Type eq "Create";
>>> 2 return 0 if #self->TicketObj->????
>>> 3 return 1
>>>
>>> thanks
>>> ram
>>>
>>>
>>> --------
>>> RT Training Sessions (http://bestpractical.com/services/training.html)
>>> * Boston ? March 5 & 6, 2012
>>>
>>
>>
>
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From yacketrj at potsdam.edu  Fri Feb  3 10:36:07 2012
From: yacketrj at potsdam.edu (Ronald J. Yacketta)
Date: 3 Feb 2012 10:36:07 -0500
Subject: [rt-users] [rt 4.0.4] Unable to change status from New -> Open
Message-ID: <4F2BFEE7.9020802@potsdam.edu>

Hello all!

We went live with rt 4.0.04 last night and have been getting reports of 
end-users being unable to change ticket status in ANY queue from New -> 
Open.

Ticket 39927: Status 'open' isn't a valid status for tickets in this queue.

We are using the 'default' Lifecycle which allows for 'new' -> 'open'

default => {
         initial         => [ 'new' ],
         active          => [ 'new',' open', 'stalled' ],
         inactive        => [ 'resolved', 'rejected', 'deleted', 'billed' ],

...
# Added 'billed' transaction status
transitions => {
             ''       => [qw(new open resolved)],

             # from   => [ to list ],
             new      => [qw(open stalled resolved rejected billed 
deleted)],
             open     => [qw(new stalled resolved rejected billed deleted)],
             stalled  => [qw(new open rejected resolved billed deleted)],
             resolved => [qw(new open stalled rejected billed deleted)],
             rejected => [qw(new open stalled resolved billed deleted)],
             billed   => [qw(new open stalled rejected resolved deleted)],
             deleted  => [qw(new open stalled rejected resolved billed)],
         },
...
actions => [
             'new -> open'      => {
                 label  => 'Open It', # loc
                 update => 'Respond',
             },

...

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From yacketrj at potsdam.edu  Fri Feb  3 11:37:59 2012
From: yacketrj at potsdam.edu (Ronald J. Yacketta)
Date: 3 Feb 2012 11:37:59 -0500
Subject: [rt-users] [rt 4.0.4] Unable to change status from New -> Open
In-Reply-To: <4F2BFEE7.9020802@potsdam.edu>
References: <4F2BFEE7.9020802@potsdam.edu>
Message-ID: <4F2C0D67.60902@potsdam.edu>

On 2/3/2012 10:36 AM, Ronald J. Yacketta wrote:
> Hello all!
>
> We went live with rt 4.0.04 last night and have been getting reports 
> of end-users being unable to change ticket status in ANY queue from 
> New -> Open.
>
> Ticket 39927: Status 'open' isn't a valid status for tickets in this 
> queue.
>
> We are using the 'default' Lifecycle which allows for 'new' -> 'open'
>
> default => {
>         initial         => [ 'new' ],
>         active          => [ 'new',' open', 'stalled' ],
>         inactive        => [ 'resolved', 'rejected', 'deleted', 
> 'billed' ],
>
> ...
> # Added 'billed' transaction status
> transitions => {
>             ''       => [qw(new open resolved)],
>
>             # from   => [ to list ],
>             new      => [qw(open stalled resolved rejected billed 
> deleted)],
>             open     => [qw(new stalled resolved rejected billed 
> deleted)],
>             stalled  => [qw(new open rejected resolved billed deleted)],
>             resolved => [qw(new open stalled rejected billed deleted)],
>             rejected => [qw(new open stalled resolved billed deleted)],
>             billed   => [qw(new open stalled rejected resolved deleted)],
>             deleted  => [qw(new open stalled rejected resolved billed)],
>         },
> ...
> actions => [
>             'new -> open'      => {
>                 label  => 'Open It', # loc
>                 update => 'Respond',
>             },
>
> ...
>
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston --- March 5&  6, 2012
Seeing the following log message when attempting to set status from 
'new' to 'open'

Feb  3 11:37:39 track RT: 
SelectQueue---33610---CreateTicket---1CurrentUserSelectQueue---33610---ShowTicket---1ticketsDefaultQueuecreate_in_typesActions_session_idCurrentSearchHashmy_rt_portletsSelectQueue---33610---CreateTicket---0NextPagei 
at 
/opt/rt4/local/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged 
line 11. 
(/opt/rt4/local/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged:11

time to dig
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From yacketrj at potsdam.edu  Fri Feb  3 11:44:01 2012
From: yacketrj at potsdam.edu (Ronald J. Yacketta)
Date: 3 Feb 2012 11:44:01 -0500
Subject: [rt-users] [rt 4.0.4] Unable to change status from New -> Open
In-Reply-To: <4F2C0D67.60902@potsdam.edu>
References: <4F2BFEE7.9020802@potsdam.edu> <4F2C0D67.60902@potsdam.edu>
Message-ID: <4F2C0ED1.8070109@potsdam.edu>

On 2/3/2012 11:37 AM, Ronald J. Yacketta wrote:
> On 2/3/2012 10:36 AM, Ronald J. Yacketta wrote:
>> Hello all!
>>
>> We went live with rt 4.0.04 last night and have been getting reports 
>> of end-users being unable to change ticket status in ANY queue from 
>> New -> Open.
>>
>> Ticket 39927: Status 'open' isn't a valid status for tickets in this 
>> queue.
>>
>> We are using the 'default' Lifecycle which allows for 'new' -> 'open'
>>
>> default => {
>>         initial         => [ 'new' ],
>>         active          => [ 'new',' open', 'stalled' ],
>>         inactive        => [ 'resolved', 'rejected', 'deleted', 
>> 'billed' ],
>>
>> ...
>> # Added 'billed' transaction status
>> transitions => {
>>             ''       => [qw(new open resolved)],
>>
>>             # from   => [ to list ],
>>             new      => [qw(open stalled resolved rejected billed 
>> deleted)],
>>             open     => [qw(new stalled resolved rejected billed 
>> deleted)],
>>             stalled  => [qw(new open rejected resolved billed deleted)],
>>             resolved => [qw(new open stalled rejected billed deleted)],
>>             rejected => [qw(new open stalled resolved billed deleted)],
>>             billed   => [qw(new open stalled rejected resolved deleted)],
>>             deleted  => [qw(new open stalled rejected resolved billed)],
>>         },
>> ...
>> actions => [
>>             'new -> open'      => {
>>                 label  => 'Open It', # loc
>>                 update => 'Respond',
>>             },
>>
>> ...
>>
>>
>>
>>
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston --- March 5&  6, 2012
> Seeing the following log message when attempting to set status from 
> 'new' to 'open'
>
> Feb  3 11:37:39 track RT: 
> SelectQueue---33610---CreateTicket---1CurrentUserSelectQueue---33610---ShowTicket---1ticketsDefaultQueuecreate_in_typesActions_session_idCurrentSearchHashmy_rt_portletsSelectQueue---33610---CreateTicket---0NextPagei 
> at 
> /opt/rt4/local/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged 
> line 11. 
> (/opt/rt4/local/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged:11
>
> time to dig
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston --- March 5&  6, 2012
Ignore that last message, looks like RT:AT devs left a hanging 'warn' in 
'Privileged' still trying to figure out whye we can not go from 'new' -> 
'open'
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From falcone at bestpractical.com  Fri Feb  3 12:27:56 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 3 Feb 2012 12:27:56 -0500
Subject: [rt-users] [rt 4.0.4] Unable to change status from New -> Open
In-Reply-To: <4F2BFEE7.9020802@potsdam.edu>
References: <4F2BFEE7.9020802@potsdam.edu>
Message-ID: <20120203172756.GM5178@jibsheet.com>

On Fri, Feb 03, 2012 at 10:36:07AM -0500, Ronald J. Yacketta wrote:
>    Hello all!
> 
>    We went live with rt 4.0.04 last night and have been getting reports of end-users being unable
>    to change ticket status in ANY queue from New -> Open.
> 
>    Ticket 39927: Status 'open' isn't a valid status for tickets in this queue.

This error means that open is invalid for the current Queue, not there
is no transition from new -> open. Unfortunately, your truncated config
doesn't fail locally.  Are you sure you don't have other lifecycles
configured and applied?  If you look at the System Configuration page,
does it show the Lifecycle config you expect?

You could also tweak Ticket.pm's SetStatus to warn when you encounter
the error so you could see $cycle->Name.

-kevin

>    We are using the 'default' Lifecycle which allows for 'new' -> 'open'
> 
>    default => {
>            initial         => [ 'new' ],
>            active          => [ 'new',' open', 'stalled' ],
>            inactive        => [ 'resolved', 'rejected', 'deleted', 'billed' ],
> 
>    ...
>    # Added 'billed' transaction status
>    transitions => {
>                ''       => [qw(new open resolved)],
> 
>                # from   => [ to list ],
>                new      => [qw(open stalled resolved rejected billed deleted)],
>                open     => [qw(new stalled resolved rejected billed deleted)],
>                stalled  => [qw(new open rejected resolved billed deleted)],
>                resolved => [qw(new open stalled rejected billed deleted)],
>                rejected => [qw(new open stalled resolved billed deleted)],
>                billed   => [qw(new open stalled rejected resolved deleted)],
>                deleted  => [qw(new open stalled rejected resolved billed)],
>            },
>    ...
>    actions => [
>                'new -> open'      => {
>                    label  => 'Open It', # loc
>                    update => 'Respond',
>                },
> 
>    ...

> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

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From falcone at bestpractical.com  Fri Feb  3 12:32:18 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 3 Feb 2012 12:32:18 -0500
Subject: [rt-users] External Auth using Active Directory 2008
In-Reply-To: <84E70F84D007E14BBD13A402719AF27C1583405E@SN2PRD0102MB153.prod.exchangelabs.com>
References: <84E70F84D007E14BBD13A402719AF27C15832CC1@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120201233243.GF5178@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C15833CF1@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120202171716.GL5178@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C1583405E@SN2PRD0102MB153.prod.exchangelabs.com>
Message-ID: <20120203173218.GN5178@jibsheet.com>

On Thu, Feb 02, 2012 at 06:21:20PM +0000, Howell, Van wrote:
> I added Set($LogToSyslog, "debug"); to my RT_SiteConfig.pm file
> I don't seem to be getting an more logging.
> I restarted the httpd service, didn't see any more logging so I restarted the server.

Unfortunately - it seems you have syslog itself set to discard debug
messages.  You can try turning up $LogToScreen to debug and then check
your webserver logs instead of your syslog logs.

-kevin

> This is the entire tail of the messages log....
> 
> [root at OpenNMS etc]# tail /var/log/messages
> Feb  2 11:56:45 localhost abrtd: Dump directory is a duplicate of /var/spool/abrt/ccpp-2012-02-01-14:08:36-18683
> Feb  2 11:56:45 localhost abrtd: Deleting dump directory ccpp-2012-02-02-11:54:56-2567 (dup of ccpp-2012-02-01-14:08:36-18683), sending dbus signal
> Feb  2 12:00:42 localhost RT: The actual HTTP_HOST (192.168.1.200) does NOT match the configured WebDomain (lcu.edu). Perhaps you should Set($WebDomain, '192.168.1.200'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087)
> Feb  2 12:05:43 localhost RT: The actual HTTP_HOST (192.168.1.200) does NOT match the configured WebDomain (lcu.edu). Perhaps you should Set($WebDomain, '192.168.1.200'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087)
> Feb  2 12:10:44 localhost RT: The actual HTTP_HOST (192.168.1.200) does NOT match the configured WebDomain (helpdesk.lcu.edu). Perhaps you should Set($WebDomain, '192.168.1.200'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087)
> Feb  2 12:14:00 localhost RT: My_LDAP AUTH FAILED: van.howell (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
> Feb  2 12:14:00 localhost RT: FAILED LOGIN for van.howell from 10.1.5.9 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)
> Feb  2 12:15:45 localhost RT: The actual HTTP_HOST (192.168.1.200) does NOT match the configured WebDomain (helpdesk.lcu.edu). Perhaps you should Set($WebDomain, '192.168.1.200'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087)
> Feb  2 12:16:16 localhost RT: My_LDAP AUTH FAILED: van.howell (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
> Feb  2 12:16:16 localhost RT: FAILED LOGIN for van.howell from 10.1.5.9 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)
> 
> Thanks for helping with this.
> 
> Van Howell
> System Administrator
> Lubbock Christian University
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
> Sent: Thursday, February 02, 2012 11:17 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] External Auth using Active Directory 2008
> 
> On Thu, Feb 02, 2012 at 04:16:53PM +0000, Howell, Van wrote:
> > I do not have Debugging turned on. I am going to need some help turning it on since this is new to me.
> > 
> > Here are some errors from /var/log/messages...
> > 
> > This is a failed attempt...
> > 
> > Feb  1 16:02:25 localhost RT: My_LDAP AUTH FAILED mary.servantez 
> > (can't bind: LDAP_INVALID_CREDENTIALS 49 ) 
> > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalA
> > uth/LDAP.pm:82) Feb  1 16:02:25 localhost RT: FAILED LOGIN for 
> > mary.servantez from 10.1.41.95 
> > (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)
> > 
> > Here is a successful attemt....
> > 
> > Feb  2 10:14:02 localhost RT: RT::Authen::ExternalAuth::LDAP::GetAuth 
> > External Auth OK ( My_LDAP ): test.account 
> > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalA
> > uth/LDAP.pm:139) Feb  2 10:14:02 localhost RT: Couldn't enable user 28 
> > (/opt/rt4/sbin/../lib/RT/User.pm:1066)
> > Feb  2 10:14:02 localhost RT: User marked as ENABLED ( test.account ) 
> > per External Service (, ) 
> > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalA
> > uth.pm:274) Feb  2 10:14:02 localhost RT: 
> > RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , 
> > City: , Country: , EmailAddress: test.account at LCU.EDU, ExternalAuthId: 
> > test.account, Gecos: test.account, Name: test.account, Organization: , 
> > RealName: Test Account, State: , WorkPhone: , Zip:  
> > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalA
> > uth.pm:536) Feb  2 10:14:02 localhost RT: Successful login for 
> > test.account from 10.1.5.9 
> > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalA
> > uth.pm:219)
> 
> Since you're seeing these in /var/log/messages I assume you're using the syslog configuration.
> 
> You want to read about LogToSyslog in etc/RT_Config.pm then copy that setting to RT_SiteConfig.pm and change it to debug.
> 
> Restart RT and try the failed login again.
> 
> -kevin
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
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From falcone at bestpractical.com  Fri Feb  3 12:35:06 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 3 Feb 2012 12:35:06 -0500
Subject: [rt-users] RT Bounce messages
In-Reply-To: 
References: <20120202171045.GJ5178@jibsheet.com>

Message-ID: <20120203173506.GO5178@jibsheet.com>

On Thu, Feb 02, 2012 at 07:15:28PM -0000, Tim Dunphy wrote:
> >In this case, it means RT will be comparing against all the Queue
> >address and your Correspond/Comment address.  Is it possible that RT
> >is sending to an email address that feeds back into RT via an
> >/etc/aliases file or something similar?
> 
> Interesting question. I did try the approach of using the aliases file
> in order to retrieve emails into the RT database, but I was having a
> little trouble with that. So, while it's a bit kludgy, I ultimately
> chose to achive this through pop and that's been working quite well.
> However I never got around to removing the aliases entry.
>
> From my aliases file:
> 
> 
> #rt: "|/usr/local/rt4/bin/rt-mailgate --queue ops --action correspond --url http://rt.mm3.mlbam.com/helpdesk"
> 
> #rt-comment: "|/usr/local/rt4/bin/rt-mailgate --queue ops --action comment --url http://rt.mm3.mlbam.com/helpdesk"
> 
> ops: "|/usr/local/rt4/bin/rt-mailgate --queue ops --action correspond --url http://rt.mm3.mlbam.com/helpdesk"
> ops-comment: "|/usr/local/rt4/bin/rt-mailgate --queue ops --action comment --url http://rt.mm3.mlbam.com/helpdesk"
> 
> 
> I notice that I commented out the first two rt entries but left a couple of entries for queues that I had built in there.

If you're using ops@ then unless you've configured those addresses on
the Queue's CorrespondAddress, RT doesn't know that ops@ is an RT
address and you might be accidentally looping mail back into it.

You may need to provide headers for one of the mails that is looping
sot that they can be compared to your correspond/comment addresses and
other internally configured addresses.

-kevin
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From falcone at bestpractical.com  Fri Feb  3 12:42:06 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 3 Feb 2012 12:42:06 -0500
Subject: [rt-users] RT-to-RT communication
In-Reply-To: <4F2B02C6.30904@gmail.com>
References: <4F1FA64D.2040107@gmail.com> <20120125175130.GH95897@jibsheet.com>
	<4F206A92.9050803@gmail.com> <4F2B02C6.30904@gmail.com>
Message-ID: <20120203174206.GP5178@jibsheet.com>

On Thu, Feb 02, 2012 at 10:40:22PM +0100, Alek Cesarz wrote:
> Alek Cesarz pisze, W dniu 2012-01-25 21:48:
> 
> > thanks Kevin. will check and get back with results.
> 
> I tried to review the code but with no success. nothing found in
> incoming mail looks like it should trigger any special behaviour, but...
> I am not a Perl hacker so my understanding of RT's code is limited.
> what I found is that during ticket creation RT adds following headers to
> first transaction:
> >>
> RT-Squelch-Replies-To:	 request at blahblah.net.pl
> RT-DetectedAutoGenerated:	 true
> >>
> which may block autoresponder.
> request at blahblah.net.pl is the address from which other instance of RT
> is sending mails.
> 
> below are original headers from incoming email and headers recorded in
> RT's first transation ("Ticket created")
> 
> *original headers*:
> 
> Precedence: bulk

This one ^ is going to cause the CheckForAutoGenerated method to
return true, which will cause those headers you saw and turn off
outgoing mail back to the auto generated user.  I'm not sure if there
is a config you could use to turn this off unfortunately, since RT is
trying to avoid having a mail loop.

Do further correspondences on your local ticket sent to the external
RT?

-kevin
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From yacketrj at potsdam.edu  Fri Feb  3 12:42:47 2012
From: yacketrj at potsdam.edu (Ronald J Yacketta)
Date: 3 Feb 2012 12:42:47 -0500
Subject: [rt-users] [rt 4.0.4] Unable to change status from New -> Open
In-Reply-To: <20120203172756.GM5178@jibsheet.com>
References: <4F2BFEE7.9020802@potsdam.edu> <20120203172756.GM5178@jibsheet.com>
Message-ID: <0ea399dacc69f6c3501501b5e0429368.squirrel@bearmail.potsdam.edu>

> On Fri, Feb 03, 2012 at 10:36:07AM -0500, Ronald J. Yacketta wrote:
>>    Hello all!
>>
>>    We went live with rt 4.0.04 last night and have been getting reports
>> of end-users being unable
>>    to change ticket status in ANY queue from New -> Open.
>>
>>    Ticket 39927: Status 'open' isn't a valid status for tickets in this
>> queue.
>
> This error means that open is invalid for the current Queue, not there
> is no transition from new -> open. Unfortunately, your truncated config
> doesn't fail locally.  Are you sure you don't have other lifecycles
> configured and applied?  If you look at the System Configuration page,
> does it show the Lifecycle config you expect?

Fixed, someone had a typo in the RT_Config.pm

'active' => [
                               'new',
                               =>' open',<= darn space between ' and open
                               'stalled'
                             ],
-Ron

From falcone at bestpractical.com  Fri Feb  3 12:49:55 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 3 Feb 2012 12:49:55 -0500
Subject: [rt-users] Two questions
In-Reply-To: 
References: 
	<20120131173512.GX95897@jibsheet.com>

	<20120201190535.GA95897@jibsheet.com>

Message-ID: <20120203174955.GQ5178@jibsheet.com>

On Thu, Feb 02, 2012 at 01:25:13PM -0500, Josh Narins wrote:
> > On Tue, Jan 31, 2012 at 12:54:04PM -0500, Josh Narins wrote:
> > > > On Tue, Jan 31, 2012 at 09:28:00AM -0500, Josh Narins wrote:
> > > > >    I got partway along writing a Mail Plugin for RT3.8, but,
> > > > somewhere along the way, I lost it.
> > > > >
> > > > >    Can anyone point me to any documentation on them? My goal is
> > to
> > > > remove the endlessly
> > > > >    duplicating newlines of the quoted text on each reply to our
> > > > tickets and to remove the
> > > > >    signatures.
> > > >
> > > > There is actually code in 3.8.10 or later to work around Outlook's
> > > > bugs with newlines.
> > >
> > > I'm running 4.0.2 and still have the problem.
> >
> > Please followup with some sample data to rt-bugs?  Thanks
> 
> Sure. What data do you actually want? I'm happy to run any sort of
> query. I found a ticket with no business-sensitive information that
> has the problem.

I suspect the most useful thing is reconstructing from the Attachments
table email that can be shoved through rt-mailgate so they can be
added to the existing tests for the newline removal.

-kevin
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From falcone at bestpractical.com  Fri Feb  3 12:52:09 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 3 Feb 2012 12:52:09 -0500
Subject: [rt-users] [rt 4.0.4] Unable to change status from New -> Open
In-Reply-To: <0ea399dacc69f6c3501501b5e0429368.squirrel@bearmail.potsdam.edu>
References: <4F2BFEE7.9020802@potsdam.edu> <20120203172756.GM5178@jibsheet.com>
	<0ea399dacc69f6c3501501b5e0429368.squirrel@bearmail.potsdam.edu>
Message-ID: <20120203175209.GR5178@jibsheet.com>

On Fri, Feb 03, 2012 at 12:42:47PM -0500, Ronald J Yacketta wrote:
> 
> 
> > On Fri, Feb 03, 2012 at 10:36:07AM -0500, Ronald J. Yacketta wrote:
> >>    Hello all!
> >>
> >>    We went live with rt 4.0.04 last night and have been getting reports
> >> of end-users being unable
> >>    to change ticket status in ANY queue from New -> Open.
> >>
> >>    Ticket 39927: Status 'open' isn't a valid status for tickets in this
> >> queue.
> >
> > This error means that open is invalid for the current Queue, not there
> > is no transition from new -> open. Unfortunately, your truncated config
> > doesn't fail locally.  Are you sure you don't have other lifecycles
> > configured and applied?  If you look at the System Configuration page,
> > does it show the Lifecycle config you expect?
> 
> Fixed, someone had a typo in the RT_Config.pm

You really want all local configs in RT_SiteConfig.pm, not
RT_Config.pm.  Next time you upgrade, any changes to RT_Config.pm will
be blown away.

> 'active' => [
>                                'new',
>                                =>' open',<= darn space between ' and open
>                                'stalled'
>                              ],
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From van.howell at lcu.edu  Fri Feb  3 13:08:46 2012
From: van.howell at lcu.edu (Howell, Van)
Date: Fri, 3 Feb 2012 18:08:46 +0000
Subject: [rt-users] External Auth using Active Directory 2008
In-Reply-To: <20120203173218.GN5178@jibsheet.com>
References: <84E70F84D007E14BBD13A402719AF27C15832CC1@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120201233243.GF5178@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C15833CF1@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120202171716.GL5178@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C1583405E@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120203173218.GN5178@jibsheet.com>
Message-ID: <84E70F84D007E14BBD13A402719AF27C158371A4@SN2PRD0102MB153.prod.exchangelabs.com>

Here is the Apache Log from my last login attempt....

[Fri Feb  3 18:02:40 2012] [debug]: Password validation required for service - Executing... (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155)
[Fri Feb  3 18:02:40 2012] [debug]: Trying external auth service: My_LDAP (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16)
[Fri Feb  3 18:02:40 2012] [debug]: LDAP Search ===  Base: DC=xxxxxx,DC=xxx,DC=edu == Filter: (&(sAMAccountName=van.howell)(&(ObjectCategory=User)(ObjectClass=Person))) == Attrs: dn (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43)
[Fri Feb  3 18:02:40 2012] [debug]: Found LDAP DN: CN=Howell\, Van,OU=Staff,OU=LCU,DC=xxxxxx,DC=xxx,DC=edu (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)
[Fri Feb  3 18:02:40 2012] [debug]: LDAP Search ===  Base: DC=xxxxxx,DC=xxx,DC=edu == Filter: (member=CN=Howell, Van,OU=Staff,OU=LCU,DC=xxxxxx,DC=xxx,DC=edu) == Attrs: dn (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:100)
[Fri Feb  3 18:02:40 2012] [info]: My_LDAP AUTH FAILED: van.howell (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
[Fri Feb  3 18:02:40 2012] [debug]: LDAP password validation result: 0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334)
[Fri Feb  3 18:02:40 2012] [debug]: Password Validation Check Result:  0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159)
[Fri Feb  3 18:02:40 2012] [debug]: Autohandler called ExternalAuth. Response: (0, Password Invalid) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11)
[Fri Feb  3 18:02:40 2012] [error]: FAILED LOGIN for van.howell from 10.1.5.9 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)

Van Howell
System Administrator
Lubbock Christian University

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Friday, February 03, 2012 11:32 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] External Auth using Active Directory 2008

On Thu, Feb 02, 2012 at 06:21:20PM +0000, Howell, Van wrote:
> I added Set($LogToSyslog, "debug"); to my RT_SiteConfig.pm file I 
> don't seem to be getting an more logging.
> I restarted the httpd service, didn't see any more logging so I restarted the server.

Unfortunately - it seems you have syslog itself set to discard debug messages.  You can try turning up $LogToScreen to debug and then check your webserver logs instead of your syslog logs.

-kevin

> This is the entire tail of the messages log....
> 
> [root at OpenNMS etc]# tail /var/log/messages Feb  2 11:56:45 localhost 
> abrtd: Dump directory is a duplicate of 
> /var/spool/abrt/ccpp-2012-02-01-14:08:36-18683
> Feb  2 11:56:45 localhost abrtd: Deleting dump directory 
> ccpp-2012-02-02-11:54:56-2567 (dup of ccpp-2012-02-01-14:08:36-18683), 
> sending dbus signal Feb  2 12:00:42 localhost RT: The actual HTTP_HOST 
> (192.168.1.200) does NOT match the configured WebDomain (lcu.edu). 
> Perhaps you should Set($WebDomain, '192.168.1.200'); in 
> RT_SiteConfig.pm, otherwise your internal links may be broken. 
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087)
> Feb  2 12:05:43 localhost RT: The actual HTTP_HOST (192.168.1.200) 
> does NOT match the configured WebDomain (lcu.edu). Perhaps you should 
> Set($WebDomain, '192.168.1.200'); in RT_SiteConfig.pm, otherwise your 
> internal links may be broken. 
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087)
> Feb  2 12:10:44 localhost RT: The actual HTTP_HOST (192.168.1.200) 
> does NOT match the configured WebDomain (helpdesk.lcu.edu). Perhaps 
> you should Set($WebDomain, '192.168.1.200'); in RT_SiteConfig.pm, 
> otherwise your internal links may be broken. 
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087)
> Feb  2 12:14:00 localhost RT: My_LDAP AUTH FAILED: van.howell 
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalA
> uth/LDAP.pm:127) Feb  2 12:14:00 localhost RT: FAILED LOGIN for 
> van.howell from 10.1.5.9 
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)
> Feb  2 12:15:45 localhost RT: The actual HTTP_HOST (192.168.1.200) 
> does NOT match the configured WebDomain (helpdesk.lcu.edu). Perhaps 
> you should Set($WebDomain, '192.168.1.200'); in RT_SiteConfig.pm, 
> otherwise your internal links may be broken. 
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087)
> Feb  2 12:16:16 localhost RT: My_LDAP AUTH FAILED: van.howell 
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalA
> uth/LDAP.pm:127) Feb  2 12:16:16 localhost RT: FAILED LOGIN for 
> van.howell from 10.1.5.9 
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)
> 
> Thanks for helping with this.
> 
> Van Howell
> System Administrator
> Lubbock Christian University
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin 
> Falcone
> Sent: Thursday, February 02, 2012 11:17 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] External Auth using Active Directory 2008
> 
> On Thu, Feb 02, 2012 at 04:16:53PM +0000, Howell, Van wrote:
> > I do not have Debugging turned on. I am going to need some help turning it on since this is new to me.
> > 
> > Here are some errors from /var/log/messages...
> > 
> > This is a failed attempt...
> > 
> > Feb  1 16:02:25 localhost RT: My_LDAP AUTH FAILED mary.servantez 
> > (can't bind: LDAP_INVALID_CREDENTIALS 49 ) 
> > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Externa
> > lA
> > uth/LDAP.pm:82) Feb  1 16:02:25 localhost RT: FAILED LOGIN for 
> > mary.servantez from 10.1.41.95
> > (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)
> > 
> > Here is a successful attemt....
> > 
> > Feb  2 10:14:02 localhost RT: 
> > RT::Authen::ExternalAuth::LDAP::GetAuth
> > External Auth OK ( My_LDAP ): test.account 
> > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Externa
> > lA
> > uth/LDAP.pm:139) Feb  2 10:14:02 localhost RT: Couldn't enable user 
> > 28
> > (/opt/rt4/sbin/../lib/RT/User.pm:1066)
> > Feb  2 10:14:02 localhost RT: User marked as ENABLED ( test.account 
> > ) per External Service (, ) 
> > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Externa
> > lA
> > uth.pm:274) Feb  2 10:14:02 localhost RT: 
> > RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: ,
> > City: , Country: , EmailAddress: test.account at LCU.EDU, ExternalAuthId: 
> > test.account, Gecos: test.account, Name: test.account, Organization: 
> > ,
> > RealName: Test Account, State: , WorkPhone: , Zip:  
> > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Externa
> > lA
> > uth.pm:536) Feb  2 10:14:02 localhost RT: Successful login for 
> > test.account from 10.1.5.9 
> > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Externa
> > lA
> > uth.pm:219)
> 
> Since you're seeing these in /var/log/messages I assume you're using the syslog configuration.
> 
> You want to read about LogToSyslog in etc/RT_Config.pm then copy that setting to RT_SiteConfig.pm and change it to debug.
> 
> Restart RT and try the failed login again.
> 
> -kevin
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012

From van.howell at lcu.edu  Fri Feb  3 13:11:53 2012
From: van.howell at lcu.edu (Howell, Van)
Date: Fri, 3 Feb 2012 18:11:53 +0000
Subject: [rt-users] External Auth using Active Directory 2008
In-Reply-To: <20120203173218.GN5178@jibsheet.com>
References: <84E70F84D007E14BBD13A402719AF27C15832CC1@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120201233243.GF5178@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C15833CF1@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120202171716.GL5178@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C1583405E@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120203173218.GN5178@jibsheet.com>
Message-ID: <84E70F84D007E14BBD13A402719AF27C158371EC@SN2PRD0102MB153.prod.exchangelabs.com>

One more thing,
It's like it is not sending the password to AD at all. I can type a random password multiple times and is does not lock my account.

Van Howell
System Administrator
Lubbock Christian University

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Friday, February 03, 2012 11:32 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] External Auth using Active Directory 2008

On Thu, Feb 02, 2012 at 06:21:20PM +0000, Howell, Van wrote:
> I added Set($LogToSyslog, "debug"); to my RT_SiteConfig.pm file I 
> don't seem to be getting an more logging.
> I restarted the httpd service, didn't see any more logging so I restarted the server.

Unfortunately - it seems you have syslog itself set to discard debug messages.  You can try turning up $LogToScreen to debug and then check your webserver logs instead of your syslog logs.

-kevin

> This is the entire tail of the messages log....
> 
> [root at OpenNMS etc]# tail /var/log/messages Feb  2 11:56:45 localhost 
> abrtd: Dump directory is a duplicate of 
> /var/spool/abrt/ccpp-2012-02-01-14:08:36-18683
> Feb  2 11:56:45 localhost abrtd: Deleting dump directory 
> ccpp-2012-02-02-11:54:56-2567 (dup of ccpp-2012-02-01-14:08:36-18683), 
> sending dbus signal Feb  2 12:00:42 localhost RT: The actual HTTP_HOST 
> (192.168.1.200) does NOT match the configured WebDomain (lcu.edu). 
> Perhaps you should Set($WebDomain, '192.168.1.200'); in 
> RT_SiteConfig.pm, otherwise your internal links may be broken. 
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087)
> Feb  2 12:05:43 localhost RT: The actual HTTP_HOST (192.168.1.200) 
> does NOT match the configured WebDomain (lcu.edu). Perhaps you should 
> Set($WebDomain, '192.168.1.200'); in RT_SiteConfig.pm, otherwise your 
> internal links may be broken. 
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087)
> Feb  2 12:10:44 localhost RT: The actual HTTP_HOST (192.168.1.200) 
> does NOT match the configured WebDomain (helpdesk.lcu.edu). Perhaps 
> you should Set($WebDomain, '192.168.1.200'); in RT_SiteConfig.pm, 
> otherwise your internal links may be broken. 
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087)
> Feb  2 12:14:00 localhost RT: My_LDAP AUTH FAILED: van.howell 
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalA
> uth/LDAP.pm:127) Feb  2 12:14:00 localhost RT: FAILED LOGIN for 
> van.howell from 10.1.5.9 
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)
> Feb  2 12:15:45 localhost RT: The actual HTTP_HOST (192.168.1.200) 
> does NOT match the configured WebDomain (helpdesk.lcu.edu). Perhaps 
> you should Set($WebDomain, '192.168.1.200'); in RT_SiteConfig.pm, 
> otherwise your internal links may be broken. 
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087)
> Feb  2 12:16:16 localhost RT: My_LDAP AUTH FAILED: van.howell 
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalA
> uth/LDAP.pm:127) Feb  2 12:16:16 localhost RT: FAILED LOGIN for 
> van.howell from 10.1.5.9 
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)
> 
> Thanks for helping with this.
> 
> Van Howell
> System Administrator
> Lubbock Christian University
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin 
> Falcone
> Sent: Thursday, February 02, 2012 11:17 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] External Auth using Active Directory 2008
> 
> On Thu, Feb 02, 2012 at 04:16:53PM +0000, Howell, Van wrote:
> > I do not have Debugging turned on. I am going to need some help turning it on since this is new to me.
> > 
> > Here are some errors from /var/log/messages...
> > 
> > This is a failed attempt...
> > 
> > Feb  1 16:02:25 localhost RT: My_LDAP AUTH FAILED mary.servantez 
> > (can't bind: LDAP_INVALID_CREDENTIALS 49 ) 
> > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Externa
> > lA
> > uth/LDAP.pm:82) Feb  1 16:02:25 localhost RT: FAILED LOGIN for 
> > mary.servantez from 10.1.41.95
> > (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)
> > 
> > Here is a successful attemt....
> > 
> > Feb  2 10:14:02 localhost RT: 
> > RT::Authen::ExternalAuth::LDAP::GetAuth
> > External Auth OK ( My_LDAP ): test.account 
> > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Externa
> > lA
> > uth/LDAP.pm:139) Feb  2 10:14:02 localhost RT: Couldn't enable user 
> > 28
> > (/opt/rt4/sbin/../lib/RT/User.pm:1066)
> > Feb  2 10:14:02 localhost RT: User marked as ENABLED ( test.account 
> > ) per External Service (, ) 
> > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Externa
> > lA
> > uth.pm:274) Feb  2 10:14:02 localhost RT: 
> > RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: ,
> > City: , Country: , EmailAddress: test.account at LCU.EDU, ExternalAuthId: 
> > test.account, Gecos: test.account, Name: test.account, Organization: 
> > ,
> > RealName: Test Account, State: , WorkPhone: , Zip:  
> > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Externa
> > lA
> > uth.pm:536) Feb  2 10:14:02 localhost RT: Successful login for 
> > test.account from 10.1.5.9 
> > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Externa
> > lA
> > uth.pm:219)
> 
> Since you're seeing these in /var/log/messages I assume you're using the syslog configuration.
> 
> You want to read about LogToSyslog in etc/RT_Config.pm then copy that setting to RT_SiteConfig.pm and change it to debug.
> 
> Restart RT and try the failed login again.
> 
> -kevin
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012

From van.howell at lcu.edu  Fri Feb  3 13:23:45 2012
From: van.howell at lcu.edu (Howell, Van)
Date: Fri, 3 Feb 2012 18:23:45 +0000
Subject: [rt-users] External Auth using Active Directory 2008
In-Reply-To: <20120203173218.GN5178@jibsheet.com>
References: <84E70F84D007E14BBD13A402719AF27C15832CC1@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120201233243.GF5178@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C15833CF1@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120202171716.GL5178@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C1583405E@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120203173218.GN5178@jibsheet.com>
Message-ID: <84E70F84D007E14BBD13A402719AF27C1583726E@SN2PRD0102MB153.prod.exchangelabs.com>

Here is the debug log for a successful attempt....

[Fri Feb  3 18:20:32 2012] [warning]: Couldn't enable user 28 (/opt/rt4/sbin/../lib/RT/User.pm:1066)
[Fri Feb  3 18:20:32 2012] [info]: User marked as ENABLED ( test.account ) per External Service (, ) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:274)
[Fri Feb  3 18:20:32 2012] [debug]: RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::Authen::ExternalAuth /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm 553 with: Name: test.account (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:450)
[Fri Feb  3 18:20:32 2012] [debug]: Attempting to get user info using this external service: My_LDAP (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:458)
[Fri Feb  3 18:20:32 2012] [debug]: Attempting to use this canonicalization key: Name (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472)
[Fri Feb  3 18:20:32 2012] [debug]: LDAP Search ===  Base: DC=xxxxxx,DC=xxx,DC=edu == Filter: (&(&(ObjectCategory=User)(ObjectClass=Person))(sAMAccountName=test.account)) == Attrs: l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195)
[Fri Feb  3 18:20:32 2012] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , City: , Country: , EmailAddress: test.account at LCU.EDU, ExternalAuthId: test.account, Gecos: test.account, Name: test.account, Organization: , RealName: Test Account, State: , WorkPhone: , Zip:  (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
[Fri Feb  3 18:20:32 2012] [debug]: UPDATED user ( test.account ) from External Service (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:307)
[Fri Feb  3 18:20:32 2012] [info]: Successful login for test.account from 10.1.5.9 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:219)
[Fri Feb  3 18:20:32 2012] [debug]: Autohandler called ExternalAuth. Response: (1, Successful login) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11)

Van Howell
System Administrator
Lubbock Christian University

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Friday, February 03, 2012 11:32 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] External Auth using Active Directory 2008

On Thu, Feb 02, 2012 at 06:21:20PM +0000, Howell, Van wrote:
> I added Set($LogToSyslog, "debug"); to my RT_SiteConfig.pm file I 
> don't seem to be getting an more logging.
> I restarted the httpd service, didn't see any more logging so I restarted the server.

Unfortunately - it seems you have syslog itself set to discard debug messages.  You can try turning up $LogToScreen to debug and then check your webserver logs instead of your syslog logs.

-kevin

> This is the entire tail of the messages log....
> 
> [root at OpenNMS etc]# tail /var/log/messages Feb  2 11:56:45 localhost 
> abrtd: Dump directory is a duplicate of 
> /var/spool/abrt/ccpp-2012-02-01-14:08:36-18683
> Feb  2 11:56:45 localhost abrtd: Deleting dump directory 
> ccpp-2012-02-02-11:54:56-2567 (dup of ccpp-2012-02-01-14:08:36-18683), 
> sending dbus signal Feb  2 12:00:42 localhost RT: The actual HTTP_HOST 
> (192.168.1.200) does NOT match the configured WebDomain (lcu.edu). 
> Perhaps you should Set($WebDomain, '192.168.1.200'); in 
> RT_SiteConfig.pm, otherwise your internal links may be broken. 
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087)
> Feb  2 12:05:43 localhost RT: The actual HTTP_HOST (192.168.1.200) 
> does NOT match the configured WebDomain (lcu.edu). Perhaps you should 
> Set($WebDomain, '192.168.1.200'); in RT_SiteConfig.pm, otherwise your 
> internal links may be broken. 
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087)
> Feb  2 12:10:44 localhost RT: The actual HTTP_HOST (192.168.1.200) 
> does NOT match the configured WebDomain (helpdesk.lcu.edu). Perhaps 
> you should Set($WebDomain, '192.168.1.200'); in RT_SiteConfig.pm, 
> otherwise your internal links may be broken. 
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087)
> Feb  2 12:14:00 localhost RT: My_LDAP AUTH FAILED: van.howell 
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalA
> uth/LDAP.pm:127) Feb  2 12:14:00 localhost RT: FAILED LOGIN for 
> van.howell from 10.1.5.9 
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)
> Feb  2 12:15:45 localhost RT: The actual HTTP_HOST (192.168.1.200) 
> does NOT match the configured WebDomain (helpdesk.lcu.edu). Perhaps 
> you should Set($WebDomain, '192.168.1.200'); in RT_SiteConfig.pm, 
> otherwise your internal links may be broken. 
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087)
> Feb  2 12:16:16 localhost RT: My_LDAP AUTH FAILED: van.howell 
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalA
> uth/LDAP.pm:127) Feb  2 12:16:16 localhost RT: FAILED LOGIN for 
> van.howell from 10.1.5.9 
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)
> 
> Thanks for helping with this.
> 
> Van Howell
> System Administrator
> Lubbock Christian University
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin 
> Falcone
> Sent: Thursday, February 02, 2012 11:17 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] External Auth using Active Directory 2008
> 
> On Thu, Feb 02, 2012 at 04:16:53PM +0000, Howell, Van wrote:
> > I do not have Debugging turned on. I am going to need some help turning it on since this is new to me.
> > 
> > Here are some errors from /var/log/messages...
> > 
> > This is a failed attempt...
> > 
> > Feb  1 16:02:25 localhost RT: My_LDAP AUTH FAILED mary.servantez 
> > (can't bind: LDAP_INVALID_CREDENTIALS 49 ) 
> > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Externa
> > lA
> > uth/LDAP.pm:82) Feb  1 16:02:25 localhost RT: FAILED LOGIN for 
> > mary.servantez from 10.1.41.95
> > (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)
> > 
> > Here is a successful attemt....
> > 
> > Feb  2 10:14:02 localhost RT: 
> > RT::Authen::ExternalAuth::LDAP::GetAuth
> > External Auth OK ( My_LDAP ): test.account 
> > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Externa
> > lA
> > uth/LDAP.pm:139) Feb  2 10:14:02 localhost RT: Couldn't enable user 
> > 28
> > (/opt/rt4/sbin/../lib/RT/User.pm:1066)
> > Feb  2 10:14:02 localhost RT: User marked as ENABLED ( test.account 
> > ) per External Service (, ) 
> > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Externa
> > lA
> > uth.pm:274) Feb  2 10:14:02 localhost RT: 
> > RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: ,
> > City: , Country: , EmailAddress: test.account at LCU.EDU, ExternalAuthId: 
> > test.account, Gecos: test.account, Name: test.account, Organization: 
> > ,
> > RealName: Test Account, State: , WorkPhone: , Zip:  
> > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Externa
> > lA
> > uth.pm:536) Feb  2 10:14:02 localhost RT: Successful login for 
> > test.account from 10.1.5.9 
> > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Externa
> > lA
> > uth.pm:219)
> 
> Since you're seeing these in /var/log/messages I assume you're using the syslog configuration.
> 
> You want to read about LogToSyslog in etc/RT_Config.pm then copy that setting to RT_SiteConfig.pm and change it to debug.
> 
> Restart RT and try the failed login again.
> 
> -kevin
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012

From alekreg at gmail.com  Fri Feb  3 13:31:10 2012
From: alekreg at gmail.com (Alek Cesarz)
Date: Fri, 03 Feb 2012 19:31:10 +0100
Subject: [rt-users] RT-to-RT communication
In-Reply-To: <20120203174206.GP5178@jibsheet.com>
References: <4F1FA64D.2040107@gmail.com> <20120125175130.GH95897@jibsheet.com>
	<4F206A92.9050803@gmail.com> <4F2B02C6.30904@gmail.com>
	<20120203174206.GP5178@jibsheet.com>
Message-ID: <4F2C27EE.1080107@gmail.com>

Kevin Falcone pisze, W dniu 2012-02-03 18:42:
>> Precedence: bulk
> 
> This one ^ is going to cause the CheckForAutoGenerated method to
> return true, which will cause those headers you saw and turn off
> outgoing mail back to the auto generated user.  I'm not sure if there
> is a config you could use to turn this off unfortunately, since RT is
> trying to avoid having a mail loop.

maybe I can add a custom scrip which will "unsquelch" this email
address? the only question is if it will be fired before autoreply is
being sent...

> Do further correspondences on your local ticket sent to the external
> RT?

yes.

-- 
Alek

From ram0502 at gmail.com  Fri Feb  3 13:30:25 2012
From: ram0502 at gmail.com (Ram Moskovitz)
Date: Fri, 3 Feb 2012 10:30:25 -0800
Subject: [rt-users] Filter by requestor email domain
In-Reply-To: 
References: 

Message-ID: 

Yep  changed the comparison from equality (eq) to match reg-exp (=~) and
was a bit more careful with my expression...

  '.*?\@example\.com',

The ? makes the * 'non-greedy' and the back-slashes make the dots literal.

thanks Bart,
ram

On Fri, Feb 3, 2012 at 1:45 AM, Bart  wrote:

> I think your exception list is ok, but this line basically tells the if
> statement that the content needs to exactly match your list:
>
>   return if grep { $ticketRequestor eq lc($_) } @exceptionList;
>
> Instead of eq you could try using =~ instead, below a little info:
>
>
> http://www.troubleshooters.com/codecorn/littperl/perlreg.htm#SymbolExplanations
>
> You might also need to edit the exception list with /@example.com/, or
> something like that.
>
> Maybe someone with a little more programming skills can reply on this ^_^
> I'm not sure if the above would work.
>
> -- Bart
>
>
> Op 2 februari 2012 21:56 schreef Ram Moskovitz  het
> volgende:
>
> Thanks Bart,
>> That looks good. I'm having an issue with it though - I need to match
>> against a regexp for the exception list.. I added an entry like '*@
>> example.com' to @exceptionlist  and rt is still sending out create
>> confirmations. What am I missing?
>> thanks!
>>
>>
>> On Mon, Jan 30, 2012 at 2:41 AM, Bart  wrote:
>>
>>> Hi,
>>>
>>> We had a similar requirement for a bunch of e-mail addresses.
>>>
>>> This can be achieved by editing the autoreply scrip to look something
>>> like this:
>>>
>>>    - Condition: User Defined
>>>    - Action: Auto Reply To Requestors
>>>    - Template: Your AutoReply template
>>>    - Stage: TransactionCreate
>>>    - Custom Condition:
>>>
>>>
>>> my @exceptionList = ('name1 at example.com',
>>>                      'name2 at example.com',
>>>                      'name3 at example.com');
>>>
>>> my $transactionType = $self->TransactionObj->Type;
>>> my $ticketRequestor = lc($self->TicketObj->RequestorAddresses);
>>> my $trans = $self->TransactionObj;
>>>
>>> if ($transactionType eq 'Create') {
>>>   return if grep { $ticketRequestor eq lc($_) } @exceptionList;
>>>   my $msgattr = $trans->Message->First;
>>>   return 0 unless $msgattr;
>>>   return 1 if $msgattr->GetHeader('Received');
>>> }
>>> return 0;
>>>
>>> In addition the above only sends an autoreply when someone sends an
>>> e-mail, in our case we don't like the autoreply mails when we manually
>>> create a ticket (e.g. via quick create).
>>>
>>> Hope this helps.
>>>
>>> -- Bart
>>>
>>>
>>> Op 25 januari 2012 21:02 schreef Ram Moskovitz  het
>>> volgende:
>>>
>>>>  Hey there,
>>>> I'm looking to not auto-reply on create to inbound emails from a
>>>> certain domain ( anything at example.com and even anything at sd.example.com).
>>>> I suppose the right way to go about this is via user defined condition in
>>>> the global scrip for autoreply on create. I have steps 1 and 3.. what's
>>>> step 2?
>>>>
>>>> 1 return 0 unless $self->TransactionObj->Type eq "Create";
>>>> 2 return 0 if #self->TicketObj->????
>>>> 3 return 1
>>>>
>>>> thanks
>>>> ram
>>>>
>>>>
>>>> --------
>>>> RT Training Sessions (http://bestpractical.com/services/training.html)
>>>> * Boston ? March 5 & 6, 2012
>>>>
>>>
>>>
>>
>
-------------- next part --------------
An HTML attachment was scrubbed...
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From jblaine at kickflop.net  Fri Feb  3 13:34:52 2012
From: jblaine at kickflop.net (Jeff Blaine)
Date: Fri, 03 Feb 2012 13:34:52 -0500
Subject: [rt-users] [rt 4.0.4] Unable to change status from New -> Open
In-Reply-To: <20120203175209.GR5178@jibsheet.com>
References: <4F2BFEE7.9020802@potsdam.edu> <20120203172756.GM5178@jibsheet.com>
	<0ea399dacc69f6c3501501b5e0429368.squirrel@bearmail.potsdam.edu>
	<20120203175209.GR5178@jibsheet.com>
Message-ID: <4F2C28CC.301@kickflop.net>

> You really want all local configs in RT_SiteConfig.pm, not
> RT_Config.pm.  Next time you upgrade, any changes to RT_Config.pm will
> be blown away.

Why doesn't Best Practical just do away this idea?

1. make install
       put new RT_Config.pm in place
       make a new 'RT_SiteConfig' help document from it (yes, Site)
       if there is an RT_SiteConfig.pm in place
           leave it alone
       else
           cp RT_Config.pm RT_SiteConfig.pm

2. Never mention "RT_Config.pm" anywhere.  Mention
    the help document you made from it.

[ Yes, I use RT_SiteConfig.pm, the gigantic WARNING ]
[ block in RT_Config.pm was obvious to me           ]

From mfuller at bandtel.com  Fri Feb  3 13:39:15 2012
From: mfuller at bandtel.com (Mark Fuller)
Date: Fri, 3 Feb 2012 13:39:15 -0500
Subject: [rt-users] rt-crontool question
Message-ID: 

I have 3 things we did from cron we updated to 4.0.2 from 3.6 and they
don?t work now. Can someone advise what I have to change

## At 3 am everyday send a notification to the requestors of tickets in
custpndng untouched for 3 days

30 3 */1 * * root /opt/rt4/bin/rt-crontool --search
RT::Search::TicketsWithStatus --search-arg custpndng --condition
RT::Condition::UntouchedInHours --condition-arg 72 --action
RT::Action::NotifyFromRTSystem --action-arg Requestor --template-id 20
--verbose > /var/log/cpend7daynotifyrequestor.out

#

## At 3 am everyday resolve tickets in custpndng untouched for 17 days

0 3 */1 * * root /opt/rt4/bin/rt-crontool --search
RT::Search::TicketsWithStatus --search-arg custpndng --condition
RT::Condition::UntouchedInHours --condition-arg 168 --action
RT::Action::SetStatus --action-arg resolved --verbose >
/var/log/cpend14dayresolve.out

#

## At 3 am everyday send a notification to the owners of open tickets
untouched in 1 days

45 3 */1 * * root /opt/rt4/bin/rt-crontool --search
RT::Search::TicketsWithStatus --search-arg open --condition
RT::Condition::UntouchedInHours --condition-arg 24 --action
RT::Action::NotifyFromRTSystem --action-arg Owner --template-id 21
--verbose > /var/log/open3daynotifyowner.out

I get an error when they run

[crit]: Failed to load module RT::Search::TicketsWithStatus. () at
/opt/rt4/bin/rt-crontool line 307. (/opt/rt4/bin/../lib/RT.pm:340)

Failed to load module RT::Search::TicketsWithStatus. () at
/opt/rt4/bin/rt-crontool line 307.

Thanks

Mark
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From hvgeekwtrvl at gmail.com  Fri Feb  3 13:55:57 2012
From: hvgeekwtrvl at gmail.com (james machado)
Date: Fri, 3 Feb 2012 10:55:57 -0800
Subject: [rt-users] External Auth using Active Directory 2008
In-Reply-To: 
References: <84E70F84D007E14BBD13A402719AF27C15832CC1@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120201233243.GF5178@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C15833CF1@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120202171716.GL5178@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C1583405E@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120203173218.GN5178@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C1583726E@SN2PRD0102MB153.prod.exchangelabs.com>

Message-ID: 

On Fri, Feb 3, 2012 at 10:55 AM, james machado  wrote:
> I would use ldapsearch on that machine to make sure you can bind to
> the AD server using the login credentials in your Site_Config. ?Make
> sure you are using the proper certificates to connect via the TLS you
> have configured. ?I've noticed that being one of the biggest problems
> with ldap and Windows 2008 and 2008 R2 AD servers.
>
> james

From falcone at bestpractical.com  Fri Feb  3 13:59:25 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 3 Feb 2012 13:59:25 -0500
Subject: [rt-users] [rt 4.0.4] Unable to change status from New -> Open
In-Reply-To: <4F2C28CC.301@kickflop.net>
References: <4F2BFEE7.9020802@potsdam.edu> <20120203172756.GM5178@jibsheet.com>
	<0ea399dacc69f6c3501501b5e0429368.squirrel@bearmail.potsdam.edu>
	<20120203175209.GR5178@jibsheet.com> <4F2C28CC.301@kickflop.net>
Message-ID: <20120203185925.GS5178@jibsheet.com>

On Fri, Feb 03, 2012 at 01:34:52PM -0500, Jeff Blaine wrote:
> >You really want all local configs in RT_SiteConfig.pm, not
> >RT_Config.pm.  Next time you upgrade, any changes to RT_Config.pm will
> >be blown away.
> 
> Why doesn't Best Practical just do away this idea?
> 
> 1. make install
>       put new RT_Config.pm in place
>       make a new 'RT_SiteConfig' help document from it (yes, Site)
>       if there is an RT_SiteConfig.pm in place
>           leave it alone
>       else
>           cp RT_Config.pm RT_SiteConfig.pm
> 
> 2. Never mention "RT_Config.pm" anywhere.  Mention
>    the help document you made from it.

Because having an RT_SiteConfig.pm that is the same as RT_Config.pm
means that RT can never tell you if you overrode the setting.
Go look at the System Configuration page, note that for each setting
it says core vs site.  That's a tremendously useful piece of
information.

Also keep in mind that RT can read from 3, 4 or even 5 local config
files so you can keep your setting distinct.

Having a sparse RT_SiteConfig.pm also makes it trivial as a sysadmin
to tell what you've changed locally, especially when looking back
through your source control.

The solution here is not more separation of the config files, but
moving more configuration into the database which is something that is
being worked on.

-kevin
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From falcone at bestpractical.com  Fri Feb  3 14:01:15 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 3 Feb 2012 14:01:15 -0500
Subject: [rt-users] rt-crontool question
In-Reply-To: 
References: 
Message-ID: <20120203190115.GT5178@jibsheet.com>

On Fri, Feb 03, 2012 at 01:39:15PM -0500, Mark Fuller wrote:
>    I have 3 things we did from cron we updated to 4.0.2 from 3.6 and they don*t work now. Can
>    someone advise what I have to change
> 
>    ## At 3 am everyday send a notification to the requestors of tickets in custpndng untouched
>    for 3 days
> 
>    30 3 */1 * * root /opt/rt4/bin/rt-crontool --search RT::Search::TicketsWithStatus --search-arg

RT::Search::TicketsWithStatus isn't an RT built-in.  You'll either
need to port this customization from your 3.6 install or replace it with
RT::Search::FromSQL and an arg of something like  Status = 'custpndng'

-kevin

>    custpndng --condition RT::Condition::UntouchedInHours --condition-arg 72 --action
>    RT::Action::NotifyFromRTSystem --action-arg Requestor --template-id 20 --verbose >
>    /var/log/cpend7daynotifyrequestor.out
> 
>    #
> 
>    ## At 3 am everyday resolve tickets in custpndng untouched for 17 days
> 
>    0 3 */1 * * root /opt/rt4/bin/rt-crontool --search RT::Search::TicketsWithStatus --search-arg
>    custpndng --condition RT::Condition::UntouchedInHours --condition-arg 168 --action
>    RT::Action::SetStatus --action-arg resolved --verbose > /var/log/cpend14dayresolve.out
> 
>    #
> 
>    ## At 3 am everyday send a notification to the owners of open tickets untouched in 1 days
> 
>    45 3 */1 * * root /opt/rt4/bin/rt-crontool --search RT::Search::TicketsWithStatus --search-arg
>    open --condition RT::Condition::UntouchedInHours --condition-arg 24 --action
>    RT::Action::NotifyFromRTSystem --action-arg Owner --template-id 21 --verbose >
>    /var/log/open3daynotifyowner.out
> 
>    I get an error when they run
> 
>    [crit]: Failed to load module RT::Search::TicketsWithStatus. () at /opt/rt4/bin/rt-crontool
>    line 307. (/opt/rt4/bin/../lib/RT.pm:340)
> 
>    Failed to load module RT::Search::TicketsWithStatus. () at /opt/rt4/bin/rt-crontool line 307.
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From falcone at bestpractical.com  Fri Feb  3 14:05:35 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 3 Feb 2012 14:05:35 -0500
Subject: [rt-users] External Auth using Active Directory 2008
In-Reply-To: <84E70F84D007E14BBD13A402719AF27C158371A4@SN2PRD0102MB153.prod.exchangelabs.com>
References: <84E70F84D007E14BBD13A402719AF27C15832CC1@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120201233243.GF5178@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C15833CF1@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120202171716.GL5178@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C1583405E@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120203173218.GN5178@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C158371A4@SN2PRD0102MB153.prod.exchangelabs.com>
Message-ID: <20120203190535.GU5178@jibsheet.com>

On Fri, Feb 03, 2012 at 06:08:46PM +0000, Howell, Van wrote:
> Here is the Apache Log from my last login attempt....
> 
> [Fri Feb  3 18:02:40 2012] [debug]: Found LDAP DN: CN=Howell\, Van,OU=Staff,OU=LCU,DC=xxxxxx,DC=xxx,DC=edu (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)

There was a bug reported about commas in DNs causing problems, I
wonder if you're running afoul of that (note that your testuser has a
different CN).

You can try with 0.09_02 which my colleague released last week and is
available on CPAN.  It contains a bugfix for this.

-kevin

> [Fri Feb  3 18:02:40 2012] [debug]: LDAP Search ===  Base: DC=xxxxxx,DC=xxx,DC=edu == Filter: (member=CN=Howell, Van,OU=Staff,OU=LCU,DC=xxxxxx,DC=xxx,DC=edu) == Attrs: dn (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:100)
> [Fri Feb  3 18:02:40 2012] [info]: My_LDAP AUTH FAILED: van.howell (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
> [Fri Feb  3 18:02:40 2012] [debug]: LDAP password validation result: 0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334)
> [Fri Feb  3 18:02:40 2012] [debug]: Password Validation Check Result:  0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159)
> [Fri Feb  3 18:02:40 2012] [debug]: Autohandler called ExternalAuth. Response: (0, Password Invalid) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11)
> [Fri Feb  3 18:02:40 2012] [error]: FAILED LOGIN for van.howell from 10.1.5.9 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)
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From jblaine at kickflop.net  Fri Feb  3 14:21:22 2012
From: jblaine at kickflop.net (Jeff Blaine)
Date: Fri, 03 Feb 2012 14:21:22 -0500
Subject: [rt-users] [rt 4.0.4] Unable to change status from New -> Open
In-Reply-To: <20120203185925.GS5178@jibsheet.com>
References: <4F2BFEE7.9020802@potsdam.edu> <20120203172756.GM5178@jibsheet.com>
	<0ea399dacc69f6c3501501b5e0429368.squirrel@bearmail.potsdam.edu>
	<20120203175209.GR5178@jibsheet.com> <4F2C28CC.301@kickflop.net>
	<20120203185925.GS5178@jibsheet.com>
Message-ID: <4F2C33B2.4000405@kickflop.net>

> Because having an RT_SiteConfig.pm that is the same as RT_Config.pm
> means that RT can never tell you if you overrode the setting.

Sure it can.  In those rare needs, the code can just compare
the value in RT_Config.pm to the one in RT_SiteConfig.pm.
If they're the same, it was not overridden.

> Also keep in mind that RT can read from 3, 4 or even 5 local config
> files so you can keep your setting distinct.
>
> Having a sparse RT_SiteConfig.pm also makes it trivial as a sysadmin
> to tell what you've changed locally, especially when looking back
> through your source control.

Isn't that what revision diffs are for?

But okay.  Just had to throw the idea out there.

From Michele.Hershey.ctr at mhpcc.hpc.mil  Fri Feb  3 15:00:19 2012
From: Michele.Hershey.ctr at mhpcc.hpc.mil (Michele Hershey, CTR)
Date: Fri, 3 Feb 2012 10:00:19 -1000
Subject: [rt-users] RT stripping FROM on internal emails
Message-ID: <9FAE6778383ED0468A5DAFD0CB5389663FE468C085@ex1.ds.mhpcc.hpc.mil>

Curiously, when an unprivileged RT users is sent a comment and they reply (internal users only...same domain as RT), the FROM is stripped and the comment in not entered into RT.  This used to work about 6 months ago.

What did we change?  That is an long list.

Here is the error message:
==============
(/var/log/messages)

Feb  2 15:01:38 rt3 RT: Permission Denied (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
Feb  2 15:01:38 rt3 RT: Could not record email: Message not recorded: Permission Denied
(/opt/rt-3.8.8/share/html/REST/1.0/NoAuth/mail-gateway:75)
=================

Any place we could start looking would be helpful.  

Thanks,
Mich

From falcone at bestpractical.com  Fri Feb  3 16:58:38 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 3 Feb 2012 16:58:38 -0500
Subject: [rt-users] [rt 4.0.4] Unable to change status from New -> Open
In-Reply-To: <4F2C33B2.4000405@kickflop.net>
References: <4F2BFEE7.9020802@potsdam.edu> <20120203172756.GM5178@jibsheet.com>
	<0ea399dacc69f6c3501501b5e0429368.squirrel@bearmail.potsdam.edu>
	<20120203175209.GR5178@jibsheet.com> <4F2C28CC.301@kickflop.net>
	<20120203185925.GS5178@jibsheet.com>
	<4F2C33B2.4000405@kickflop.net>
Message-ID: <20120203215838.GV5178@jibsheet.com>

On Fri, Feb 03, 2012 at 02:21:22PM -0500, Jeff Blaine wrote:
> >Because having an RT_SiteConfig.pm that is the same as RT_Config.pm
> >means that RT can never tell you if you overrode the setting.
> 
> Sure it can.  In those rare needs, the code can just compare
> the value in RT_Config.pm to the one in RT_SiteConfig.pm.
> If they're the same, it was not overridden.

That's not how RT's Config system works.
If you'd be interested in providing a patch to support this,
lib/RT/Config.pm is the right place to start.

> >Also keep in mind that RT can read from 3, 4 or even 5 local config
> >files so you can keep your setting distinct.
> >
> >Having a sparse RT_SiteConfig.pm also makes it trivial as a sysadmin
> >to tell what you've changed locally, especially when looking back
> >through your source control.
> 
> Isn't that what revision diffs are for?
> 
> But okay.  Just had to throw the idea out there.

You have revision diffs, I do too, that's an unusual situation.
Also, when you're handed an 8 year old RT install, it's easier to tell
what the maintainer who left 5 years ago did.

Again, the solution is probably to push more things into the DB where
we can have better control.

-kevin
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From sbenson at a-1networks.com  Fri Feb  3 17:25:15 2012
From: sbenson at a-1networks.com (Scott Benson)
Date: Fri, 03 Feb 2012 14:25:15 -0800
Subject: [rt-users] 4.0.2 upgrade to 4.0.5
Message-ID: <4F2C5ECB.6020007@a-1networks.com>

I have an RT 4.0.2 box that I'd like to update to the newest 
version(4.0.5).  Are there any database changes, or anything that I 
should watch out for while upgrading?  Is there a walk through available 
for an upgrade like this?  Thanks in advance.

-- 
Scott Benson
System Administrator | A1 Networks
Voice: 707-703-1043

For support issues please email support at a-1networks.com or call 707-703-1050

From falcone at bestpractical.com  Fri Feb  3 17:30:03 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 3 Feb 2012 17:30:03 -0500
Subject: [rt-users] RT stripping FROM on internal emails
In-Reply-To: <9FAE6778383ED0468A5DAFD0CB5389663FE468C085@ex1.ds.mhpcc.hpc.mil>
References: <9FAE6778383ED0468A5DAFD0CB5389663FE468C085@ex1.ds.mhpcc.hpc.mil>
Message-ID: <20120203223003.GW5178@jibsheet.com>

On Fri, Feb 03, 2012 at 10:00:19AM -1000, Michele Hershey, CTR wrote:
> 
> Curiously, when an unprivileged RT users is sent a comment and they
> reply (internal users only...same domain as RT), the FROM is stripped
> and the comment in not entered into RT. This used to work about 6
> months ago.
> 
> What did we change?  That is an long list.
> 
> Here is the error message:
> ==============
> (/var/log/messages)
> 
> Feb  2 15:01:38 rt3 RT: Permission Denied (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
> Feb  2 15:01:38 rt3 RT: Could not record email: Message not recorded: Permission Denied
> (/opt/rt-3.8.8/share/html/REST/1.0/NoAuth/mail-gateway:75)
> =================
> 
> Any place we could start looking would be helpful.  

You can turn your logs up to debug and have them try again.
You probably removed Comment rights from Unprivileged users and left
them Reply rights, although I am confused by what is being stripped.

-kevin
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From kenn.crocker at gmail.com  Fri Feb  3 17:49:38 2012
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Fri, 3 Feb 2012 14:49:38 -0800
Subject: [rt-users] RT stripping FROM on internal emails
In-Reply-To: <20120203223003.GW5178@jibsheet.com>
References: <9FAE6778383ED0468A5DAFD0CB5389663FE468C085@ex1.ds.mhpcc.hpc.mil>
	<20120203223003.GW5178@jibsheet.com>
Message-ID: 

Yep. Kevin's answer is better. Can't think right now. Must be the Superbowl
effect.
On Feb 3, 2012 5:30 PM, "Kevin Falcone"  wrote:

> On Fri, Feb 03, 2012 at 10:00:19AM -1000, Michele Hershey, CTR wrote:
> >
> > Curiously, when an unprivileged RT users is sent a comment and they
> > reply (internal users only...same domain as RT), the FROM is stripped
> > and the comment in not entered into RT. This used to work about 6
> > months ago.
> >
> > What did we change?  That is an long list.
> >
> > Here is the error message:
> > ==============
> > (/var/log/messages)
> >
> > Feb  2 15:01:38 rt3 RT: Permission Denied
> (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
> > Feb  2 15:01:38 rt3 RT: Could not record email: Message not recorded:
> Permission Denied
> > (/opt/rt-3.8.8/share/html/REST/1.0/NoAuth/mail-gateway:75)
> > =================
> >
> > Any place we could start looking would be helpful.
>
> You can turn your logs up to debug and have them try again.
> You probably removed Comment rights from Unprivileged users and left
> them Reply rights, although I am confused by what is being stripped.
>
> -kevin
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012
>
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From mfuller at bandtel.com  Fri Feb  3 18:12:57 2012
From: mfuller at bandtel.com (Mark Fuller)
Date: Fri, 3 Feb 2012 18:12:57 -0500
Subject: [rt-users] rt-crontool question
In-Reply-To: <20120203190115.GT5178@jibsheet.com>
References: 
	<20120203190115.GT5178@jibsheet.com>
Message-ID: 

That worked for the most part but now it has an issue sending out the
email using  SendEmailFromRTSystem  it breaks on

my $creator = $self->TransactionObj->CreatorObj->EmailAddress();

I have tried several other actions and they all do the same thing

Any suggestions

Mark

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Friday, February 03, 2012 2:01 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] rt-crontool question

On Fri, Feb 03, 2012 at 01:39:15PM -0500, Mark Fuller wrote:
>    I have 3 things we did from cron we updated to 4.0.2 from 3.6 and
they don*t work now. Can
>    someone advise what I have to change
>
>    ## At 3 am everyday send a notification to the requestors of tickets
in custpndng untouched
>    for 3 days
>
>    30 3 */1 * * root /opt/rt4/bin/rt-crontool --search
RT::Search::TicketsWithStatus --search-arg

RT::Search::TicketsWithStatus isn't an RT built-in.  You'll either
need to port this customization from your 3.6 install or replace it with
RT::Search::FromSQL and an arg of something like  Status = 'custpndng'

-kevin

>    custpndng --condition RT::Condition::UntouchedInHours --condition-arg
72 --action
>    RT::Action::NotifyFromRTSystem --action-arg Requestor --template-id
20 --verbose >
>    /var/log/cpend7daynotifyrequestor.out
>
>    #
>
>    ## At 3 am everyday resolve tickets in custpndng untouched for 17
days
>
>    0 3 */1 * * root /opt/rt4/bin/rt-crontool --search
RT::Search::TicketsWithStatus --search-arg
>    custpndng --condition RT::Condition::UntouchedInHours --condition-arg
168 --action
>    RT::Action::SetStatus --action-arg resolved --verbose >
/var/log/cpend14dayresolve.out
>
>    #
>
>    ## At 3 am everyday send a notification to the owners of open tickets
untouched in 1 days
>
>    45 3 */1 * * root /opt/rt4/bin/rt-crontool --search
RT::Search::TicketsWithStatus --search-arg
>    open --condition RT::Condition::UntouchedInHours --condition-arg 24
--action
>    RT::Action::NotifyFromRTSystem --action-arg Owner --template-id 21
--verbose >
>    /var/log/open3daynotifyowner.out
>
>    I get an error when they run
>
>    [crit]: Failed to load module RT::Search::TicketsWithStatus. () at
/opt/rt4/bin/rt-crontool
>    line 307. (/opt/rt4/bin/../lib/RT.pm:340)
>
>    Failed to load module RT::Search::TicketsWithStatus. () at
/opt/rt4/bin/rt-crontool line 307.

From van.howell at lcu.edu  Fri Feb  3 18:17:18 2012
From: van.howell at lcu.edu (Howell, Van)
Date: Fri, 3 Feb 2012 23:17:18 +0000
Subject: [rt-users] External Auth using Active Directory 2008
In-Reply-To: <20120203190535.GU5178@jibsheet.com>
References: <84E70F84D007E14BBD13A402719AF27C15832CC1@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120201233243.GF5178@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C15833CF1@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120202171716.GL5178@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C1583405E@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120203173218.GN5178@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C158371A4@SN2PRD0102MB153.prod.exchangelabs.com>,
	<20120203190535.GU5178@jibsheet.com>
Message-ID: <84E70F84D007E14BBD13A402719AF27C158377D2@SN2PRD0102MB153.prod.exchangelabs.com>

I ran the install again, The version it put on is 0.09
FALCONE/RT-Authen-ExternalAuth-0.09.tar.gz

Not the new version. I still have the same problem

I shelled into CPAN 
perl -MCPAN -e shell

then I ran 
install RT::Authen::ExternalAuth

Is there a different way?

Sorry for the dumb questions, but I'm new to this.

Van
________________________________________
From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] on behalf of Kevin Falcone [falcone at bestpractical.com]
Sent: Friday, February 03, 2012 1:05 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] External Auth using Active Directory 2008

On Fri, Feb 03, 2012 at 06:08:46PM +0000, Howell, Van wrote:
> Here is the Apache Log from my last login attempt....
>
> [Fri Feb  3 18:02:40 2012] [debug]: Found LDAP DN: CN=Howell\, Van,OU=Staff,OU=LCU,DC=xxxxxx,DC=xxx,DC=edu (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)

There was a bug reported about commas in DNs causing problems, I
wonder if you're running afoul of that (note that your testuser has a
different CN).

You can try with 0.09_02 which my colleague released last week and is
available on CPAN.  It contains a bugfix for this.

-kevin

> [Fri Feb  3 18:02:40 2012] [debug]: LDAP Search ===  Base: DC=xxxxxx,DC=xxx,DC=edu == Filter: (member=CN=Howell, Van,OU=Staff,OU=LCU,DC=xxxxxx,DC=xxx,DC=edu) == Attrs: dn (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:100)
> [Fri Feb  3 18:02:40 2012] [info]: My_LDAP AUTH FAILED: van.howell (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
> [Fri Feb  3 18:02:40 2012] [debug]: LDAP password validation result: 0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334)
> [Fri Feb  3 18:02:40 2012] [debug]: Password Validation Check Result:  0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159)
> [Fri Feb  3 18:02:40 2012] [debug]: Autohandler called ExternalAuth. Response: (0, Password Invalid) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11)
> [Fri Feb  3 18:02:40 2012] [error]: FAILED LOGIN for van.howell from 10.1.5.9 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)

From falcone at bestpractical.com  Fri Feb  3 18:51:40 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 3 Feb 2012 18:51:40 -0500
Subject: [rt-users] rt-crontool question
In-Reply-To: 
References: 
	<20120203190115.GT5178@jibsheet.com>

Message-ID: <20120203235140.GX5178@jibsheet.com>

On Fri, Feb 03, 2012 at 06:12:57PM -0500, Mark Fuller wrote:
> That worked for the most part but now it has an issue sending out the
> email using  SendEmailFromRTSystem  it breaks on
> 
> my $creator = $self->TransactionObj->CreatorObj->EmailAddress();
> 
> I have tried several other actions and they all do the same thing

I forgot to mention that SendEmailFromRTSysten is *also* a custom
action you'll need to forward port.  You might get away with the
Notify action, you'll definitely need to provide the --transaction
command line argument, which you can read more about in the initial
--help.

-kevin

> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
> Falcone
> Sent: Friday, February 03, 2012 2:01 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] rt-crontool question
> 
> On Fri, Feb 03, 2012 at 01:39:15PM -0500, Mark Fuller wrote:
> >    I have 3 things we did from cron we updated to 4.0.2 from 3.6 and
> they don*t work now. Can
> >    someone advise what I have to change
> >
> >    ## At 3 am everyday send a notification to the requestors of tickets
> in custpndng untouched
> >    for 3 days
> >
> >    30 3 */1 * * root /opt/rt4/bin/rt-crontool --search
> RT::Search::TicketsWithStatus --search-arg
> 
> RT::Search::TicketsWithStatus isn't an RT built-in.  You'll either
> need to port this customization from your 3.6 install or replace it with
> RT::Search::FromSQL and an arg of something like  Status = 'custpndng'
> 
> -kevin
> 
> >    custpndng --condition RT::Condition::UntouchedInHours --condition-arg
> 72 --action
> >    RT::Action::NotifyFromRTSystem --action-arg Requestor --template-id
> 20 --verbose >
> >    /var/log/cpend7daynotifyrequestor.out
> >
> >    #
> >
> >    ## At 3 am everyday resolve tickets in custpndng untouched for 17
> days
> >
> >    0 3 */1 * * root /opt/rt4/bin/rt-crontool --search
> RT::Search::TicketsWithStatus --search-arg
> >    custpndng --condition RT::Condition::UntouchedInHours --condition-arg
> 168 --action
> >    RT::Action::SetStatus --action-arg resolved --verbose >
> /var/log/cpend14dayresolve.out
> >
> >    #
> >
> >    ## At 3 am everyday send a notification to the owners of open tickets
> untouched in 1 days
> >
> >    45 3 */1 * * root /opt/rt4/bin/rt-crontool --search
> RT::Search::TicketsWithStatus --search-arg
> >    open --condition RT::Condition::UntouchedInHours --condition-arg 24
> --action
> >    RT::Action::NotifyFromRTSystem --action-arg Owner --template-id 21
> --verbose >
> >    /var/log/open3daynotifyowner.out
> >
> >    I get an error when they run
> >
> >    [crit]: Failed to load module RT::Search::TicketsWithStatus. () at
> /opt/rt4/bin/rt-crontool
> >    line 307. (/opt/rt4/bin/../lib/RT.pm:340)
> >
> >    Failed to load module RT::Search::TicketsWithStatus. () at
> /opt/rt4/bin/rt-crontool line 307.
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
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From falcone at bestpractical.com  Fri Feb  3 18:52:45 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 3 Feb 2012 18:52:45 -0500
Subject: [rt-users] 4.0.2 upgrade to 4.0.5
In-Reply-To: <4F2C5ECB.6020007@a-1networks.com>
References: <4F2C5ECB.6020007@a-1networks.com>
Message-ID: <20120203235245.GY5178@jibsheet.com>

On Fri, Feb 03, 2012 at 02:25:15PM -0800, Scott Benson wrote:
> I have an RT 4.0.2 box that I'd like to update to the newest
> version(4.0.5).  Are there any database changes, or anything that I
> should watch out for while upgrading?  Is there a walk through
> available for an upgrade like this?  Thanks in advance.

There are database upgrades, as the README specifies, you can run make
upgrade-database and it'll prompt you for your version.

All of the documentation you need is in the README and the
docs/UPGRADING-4.0 file.

-kevin
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From sbenson at a-1networks.com  Fri Feb  3 19:06:29 2012
From: sbenson at a-1networks.com (Scott Benson)
Date: Fri, 03 Feb 2012 16:06:29 -0800
Subject: [rt-users] 4.0.2 upgrade to 4.0.5
In-Reply-To: <20120203235245.GY5178@jibsheet.com>
References: <4F2C5ECB.6020007@a-1networks.com>
	<20120203235245.GY5178@jibsheet.com>
Message-ID: <4F2C7685.2090801@a-1networks.com>

well, after attempting to update, we're getting this

    * Config file /opt/rt4/etc/RT_SiteConfig.pm is locked

The file isn't opened by anything, it's not listed in lsof, no .swp file 
or anything.  Thanks in advance.

-- 
Scott Benson
System Administrator | A1 Networks
Voice: 707-703-1043

For support issues please email support at a-1networks.com or call 707-703-1050

On 2/3/12 3:52 PM, Kevin Falcone wrote:
> There are database upgrades, as the README specifies, you can run make
> upgrade-database and it'll prompt you for your version.
>
> All of the documentation you need is in the README and the
> docs/UPGRADING-4.0 file.
>
> -kevin

From falcone at bestpractical.com  Fri Feb  3 19:17:11 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 3 Feb 2012 19:17:11 -0500
Subject: [rt-users] 4.0.2 upgrade to 4.0.5
In-Reply-To: <4F2C7685.2090801@a-1networks.com>
References: <4F2C5ECB.6020007@a-1networks.com>
	<20120203235245.GY5178@jibsheet.com>
	<4F2C7685.2090801@a-1networks.com>
Message-ID: <20120204001711.GZ5178@jibsheet.com>

On Fri, Feb 03, 2012 at 04:06:29PM -0800, Scott Benson wrote:
> 
> On 2/3/12 3:52 PM, Kevin Falcone wrote:
> >There are database upgrades, as the README specifies, you can run make
> >upgrade-database and it'll prompt you for your version.
> >
> >All of the documentation you need is in the README and the
> >docs/UPGRADING-4.0 file.

> well, after attempting to update, we're getting this
> 
>    * Config file /opt/rt4/etc/RT_SiteConfig.pm is locked
> 
> The file isn't opened by anything, it's not listed in lsof, no .swp
> file or anything.  Thanks in advance.

This implies that your RT has gone into Install mode.
Have you looked in the RT logs?  Most of the time, this is because
your database server is unreachable.

-kevin
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From bmartins at galileu.pt  Sat Feb  4 17:21:07 2012
From: bmartins at galileu.pt (Bruno Martins)
Date: Sat, 4 Feb 2012 22:21:07 +0000
Subject: [rt-users] [SOLVED] Problem configuring AD integration
Message-ID: <1510549EAAD18048862A0BB9D6458812348ED0@WISEXC02.wiseplatforms.local>

From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] on behalf of Kevin Falcone [falcone at bestpractical.com]
Sent: Thursday, February 02, 2012 5:15 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Problem configuring AD integration

On Thu, Feb 02, 2012 at 04:21:48PM +0000, Bruno Martins wrote:
> Can't call method "as_string" on an undefined value at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 304.
>
> I've followed instructions at http://requesttracker.wikia.com/wiki/ExternalAuth to set this up.

I suggest the docs in the config and with the module over anything on
the wiki.

> Set($ExternalAuthPriority,  [   'My_LDAP',
>                                 'My_MySQL',
>                                 'My_SSO_Cookie'
>                             ]
> );
>
> Set($ExternalInfoPriority,  [   'My_MySQL',
>                                 'My_LDAP'
>                             ]
> );

Why do you have all of these turned on? You've only configured
My_LDAP. Telling RT to look into a misconfigured My_MySQL will only
cause other errors.

The config as shipped is an example and you should remove the pieces
you aren't using.

>                                 'My_LDAP'       =>  {   ## GENERIC SECTION
>                                                         # The type of service (db/ldap/cookie)
>                                                         'type'                      =>  'ldap',
>                                                         # The server hosting the service
>                                                         'server'                    =>  'jupiter.galileu-f.galileu.pt',
>                                                         ## SERVICE-SPECIFIC SECTION
>                                                         # If you can bind to your LDAP server anonymously you should
>                                                         # remove the user and pass config lines, otherwise specify them here:
>                                                         #
>                                                         # The username RT should use to connect to the LDAP server
>                                                         'user'                      =>  'ldap_domainadmin',
>                                                         # The password RT should use to connect to the LDAP server
>                                                         'pass'                    =>  'ldap_password',
>                                                         #
>                                                         # The LDAP search base
>                                                         'base'                      =>  'dc=galileu-f,dc=galileu,dc=pt',
>                                                         #
>                                                         # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!

See this doc ^

>                                                         # YOU **MUST** SPECIFY A filter AND A d_filter!!
>                                                         #
>                                                         # The filter to use to match RT-Users
>                                                         'filter'                    =>  'objectClass=*',

You're missing parens on this filter which I believe is causing your
problem.

>                                                         # A catch-all example filter: '(objectClass=*)'
>                                                         #
>                                                         # The filter that will only match disabled users
>                                                         'd_filter'                  =>  'UserAccountControl:1.2.840.113556.1.4.803:=2',
>                                                         # A catch-none example d_filter: '(objectClass=FooBarBaz)'
>                                                         #
>                                                         # Should we try to use TLS to encrypt connections?
>                                                         'tls'                       =>  0,
>                                                         # SSL Version to provide to Net::SSLeay *if* using SSL
>                                                         'ssl_version'               =>  3,
>                                                         # What other args should I pass to Net::LDAP->new($host, at args)?
>                                                         'net_ldap_args'             => [    version =>  3 , port => 3268  ],
>                                                         # Does authentication depend on group membership? What group name?
>                                                         #'group'                     =>  'GROUP_NAME',
>                                                         # What is the attribute for the group object that determines membership?
>                                                         #'group_attr'                =>  'GROUP_ATTR',
>                                                         ## RT ATTRIBUTE MATCHING SECTION
>                                                         # The list of RT attributes that uniquely identify a user
>                                                       # This example shows what you *can* specify.. I recommend reducing this
>                                                         # to just the Name and EmailAddress to save encountering problems later.
>                                                         'attr_match_list'           => [    'Name',
>                                                                                             'EmailAddress',
>                                                                                             'RealName',
>                                                                                             'WorkPhone',
>                                                                                             'Address2'
>                                                                                         ],

You also want to read the doc above attr_match_list.  As configured, you
cannot have to Bob Smiths in your RT.

-kevin

>                                                         # The mapping of RT attributes on to LDAP attributes
>                                                         'attr_map'                  =>  {   'Name' => 'sAMAccountName',
>                                                                                             'EmailAddress' => 'mail',
>                                                                                             'Organization' => 'physicalDeliveryOfficeName',
>                                                                                             'RealName' => 'cn',
>                                                                                             'ExternalAuthId' => 'sAMAccountName',
>                                                                                             'Gecos' => 'sAMAccountName',
>                                                                                             'WorkPhone' => 'telephoneNumber',
>                                                                                             'Address1' => 'streetAddress',
>                                                                                             'City' => 'l',
>                                                                                             'State' => 'st',
>                                                                                             'Zip' => 'postalCode',
>                                                                                             'Country' => 'co'
>                                                                                         }
>                                                     },

Good night,

After some struggles, it's working now. Here's the configuration that worked:

joe at debian:~$ su -c 'cat /opt/rt4/etc/RT_SiteConfig.pm'
Password: 
# Any configuration directives you include  here will override 
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this comamnd:
#
#   perl -c /path/to/your/etc/RT_SiteConfig.pm
#
# You must restart your webserver after making changes to this file.

# You must install Plugins on your own, this is only an example
# of the correct syntax to use when activating them.
# There should only be one @Plugins declaration in your config file.
#Set(@Plugins,(qw(RT::Extension::QuickDelete RT::Extension::CommandByMail)));

Set( $DatabaseUser, 'rt_user' );
Set( $CorrespondAddress, '' );
Set( $rtname, 'galileu.pt' );
Set( $DatabaseRequireSSL, '' );
Set( $WebPort, '8080' );
Set( $Organization, 'galileu.pt' );
Set( $DatabaseType, 'mysql' );
Set( $DatabasePort, '' );
Set( $DatabasePassword, 'Pa$$w0rd' );
Set( $DatabaseAdmin, 'root' );
Set( $SendmailPath, '/usr/sbin/sendmail' );
Set( $WebDomain, 'debian' );
Set( $DatabaseAdminPassword, 'Pa$$w0rd' );
Set( $CommentAddress, '' );
Set( $DatabaseHost, 'localhost' );
Set( $DatabaseName, 'rt4' );
Set( $OwnerEmail, 'root at localhost' );
Set( @Plugins, qw(RT::Authen::ExternalAuth) );

### Configuracao para Active Directory ###

# The order in which the services defined in ExternalSettings
# should be used to authenticate users. User is authenticated
# if successfully confirmed by any service - no more services
# are checked.
Set($ExternalAuthPriority,  [   'My_LDAP'   ]
);

# The order in which the services defined in ExternalSettings
# should be used to get information about users. This includes
# RealName, Tel numbers etc, but also whether or not the user
# should be considered disabled. 
#
# Once user info is found, no more services are checked.
#
# You CANNOT use a SSO cookie for authentication.
Set($ExternalInfoPriority,  [   'My_LDAP'   ]

);

# If this is set to true, then the relevant packages will
# be loaded to use SSL/TLS connections. At the moment,
# this just means "use Net::SSLeay;"
Set($ExternalServiceUsesSSLorTLS,    0);

# If this is set to 1, then users should be autocreated by RT
# as internal users if they fail to authenticate from an
# external service.
Set($AutoCreateNonExternalUsers,    0);

# These are the full settings for each external service as a HashOfHashes
# Note that you may have as many external services as you wish. They will
# be checked in the order specified in the Priority directives above.
# e.g. 
#   Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']);
#
Set($ExternalSettings,      {  
                                'My_LDAP'       =>  {   ## GENERIC SECTION
                                                        # The type of service (db/ldap/cookie) 
                                                        'type'                      =>  'ldap',
                                                        # The server hosting the service
                                                        'server'                    =>  'jupiter.galileu-f.galileu.pt',
                                                        ## SERVICE-SPECIFIC SECTION
                                                        # If you can bind to your LDAP server anonymously you should 
                                                        # remove the user and pass config lines, otherwise specify them here:
                                                        # 
                                                        # The username RT should use to connect to the LDAP server 
                                                        'user'                      =>  'ghelpdesk',
                                                        # The password RT should use to connect to the LDAP server
                                                        'pass'                    =>  'N3s9uik34',
                                                        #
                                                        # The LDAP search base
                                                        'base'                      =>  'dc=galileu-f,dc=galileu,dc=pt',
                                                        #
                                                        # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
                                                        # YOU **MUST** SPECIFY A filter AND A d_filter!!
                                                        #
                                                        # The filter to use to match RT-Users
                                                        'filter'                    =>  '(objectClass=*)',
                                                        # A catch-all example filter: '(objectClass=*)'
                                                        #
                                                        # The filter that will only match disabled users
                                                        'd_filter'                  =>  '(objectClass=FooBarBaz)',
                                                        # A catch-none example d_filter: '(objectClass=FooBarBaz)'
                                                        #
                                                        # Should we try to use TLS to encrypt connections?
                                                        'tls'                       =>  0,
                                                        # SSL Version to provide to Net::SSLeay *if* using SSL
                                                        'ssl_version'               =>  3,
                                                        # What other args should I pass to Net::LDAP->new($host, at args)?
                                                        'net_ldap_args'             => [    version =>  3 , port => 3268  ],
                                                        # Does authentication depend on group membership? What group name?
                                                        #'group'                     =>  'GROUP_NAME',
                                                        # What is the attribute for the group object that determines membership?
                                                        #'group_attr'                =>  'GROUP_ATTR',
                                                        ## RT ATTRIBUTE MATCHING SECTION
                                                        # The list of RT attributes that uniquely identify a user
							# This example shows what you *can* specify.. I recommend reducing this
                                                        # to just the Name and EmailAddress to save encountering problems later.
                                                        'attr_match_list'           => [    'Name',
                                                                                            'EmailAddress', 
                                                                                            'RealName',
                                                                                            'WorkPhone', 
                                                                                            'Address2'
                                                                                        ],
                                                        # The mapping of RT attributes on to LDAP attributes
                                                        'attr_map'                  =>  {   'Name' => 'sAMAccountName',
                                                                                            'EmailAddress' => 'mail',
                                                                                            'Organization' => 'physicalDeliveryOfficeName',
                                                                                            'RealName' => 'cn',
                                                                                            'ExternalAuthId' => 'sAMAccountName',
                                                                                            'Gecos' => 'sAMAccountName',
                                                                                            'WorkPhone' => 'telephoneNumber',
                                                                                            'Address1' => 'streetAddress',
                                                                                            'City' => 'l',
                                                                                            'State' => 'st',
                                                                                            'Zip' => 'postalCode',
                                                                                            'Country' => 'co'
                                                                                        }
                                                    },
                                }
);

1;

Hope this helps anyone in the world.

Thanks for your help. RT community support seems awesome.

Best regards,

Bruno Martins

From jim.lesinski at gmail.com  Sun Feb  5 22:18:36 2012
From: jim.lesinski at gmail.com (Jim Lesinski)
Date: Sun, 5 Feb 2012 22:18:36 -0500
Subject: [rt-users] rt-4.0.5 - How to populate a custom field using a web
	service?
Message-ID: 

Hello,

I am looking at rt-4.0.5 and it seems that you can tie a custom field into
a web service. I am curious about using this method to populate an
autocomplete list for my custom field. Specifically I'd like to make an
autocomplete field which is populated with the name column of the AT_ASSETS
table using a SQL query like 'SELECT name, description FROM AT_ASSETS ORDER
BY name ASC' so that I can easily look up an asset and link it to my
ticket, so that I can use assets like a cmdb.

I am currently looking at /opt/rt4/docs/extending/external_custom_field.pod
and it seems like that solution may work, but it does not include any
detail about using a web service.

Is there any documentation about using a webservice or does someone have an
example of its use? Or if someone has details about doing something like I
described above using another method I'd love to hear about that too.

Thanks for your advice!
Jim
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From jacques.foucry at novasparks.com  Mon Feb  6 06:11:14 2012
From: jacques.foucry at novasparks.com (Jacques Foucry)
Date: Mon, 06 Feb 2012 12:11:14 +0100
Subject: [rt-users] Mail Attachment: how to add a link instead of sending
	the file?
Message-ID: <4F2FB552.8060801@novasparks.com>

Hello RT community,

I run RT 3.8.10 on a 6.0.1 Debian with Apache2.

I really new at RT and very bad with perl :-(

Our mail provider does not allow us to sent tar.gz files but some of
your customer sent .tar.gz files.

RT receive those attachments and try to send them to all AdminCCs. As
expected, the mail bounce.

So the solution could to not sent the attachment but put a link to this
attachment is the ticket mail.

But I cannot found any parameters to do that.

I've check the mailing archive with no success to (may be I did see the
right message).

Help will be really appreciate .

Thanks in advance,
Jacques Foucry

From drey111 at gmail.com  Mon Feb  6 07:19:40 2012
From: drey111 at gmail.com (Joe Harris)
Date: Mon, 6 Feb 2012 07:19:40 -0500
Subject: [rt-users] rt-4.0.5 - How to populate a custom field using a
	web service?
In-Reply-To: 
References: 
Message-ID: 

> I am looking at rt-4.0.5 and it seems that you can tie a custom field into a
> web service.

I created a PHP web form to try and drive requestors to put in the
proper information.  What I provided was a drop down box to show
custom fields pulled from the RT database and then build a email to be
sent to the queue the user chose.

> Is there any documentation about using a webservice or does someone have an
> example of its use? Or if someone has details about doing something like I
> described above using another method I'd love to hear about that too.

The following is the PHP code I used to pull the info (billing codes)
from the customfieldvalues table where the ID of the custom field I am
using is 1.  Since this is a field that has a parent/child
relationship, this creates an option group heading with the selectable
fields in the drop down box under each option group.  If you have just
one field and no relationships, it is much more simple.  This requires
a database connection string which is in a file outside of my web
directory.  I know this may not be exactly what you are looking for,
but the main part you are asking about I believe the part you are
looking for specifically is down at the end of building the message
where the custom fields are pushed into the email with commandbymail.
Note, I found out the custom fields could NOT have any spaces in them
for commandbymail to function.  I hope this helps and is not too
confusing.  I am quite sure some of this could be done more
efficiently.  I am not a developer.  I have a good understanding of
php, but not always the most efficient way.

---connection_file---

---connection_file---
---ticket_form---
Task Code";
}
//end action showForm
?>
---form_code---

Then I gather the form data to be pushed into RT as an email.  I use
the commandbymail plugin to allow fields to be populated via email.
Then I build the email with PHP code to send to RT:

---form_submit---
 $b)
{
$bodymessage .= sprintf("%20s: %s\n",$b,$_REQUEST[$a]);
}
//Build message headers
$headers = "From: $from\n";
$headers .= "Reply-To: $from\n";
$headers .= "MIME-Version: 1.0\n";
$headers .= "Content-Type: multipart/related;
type=\"multipart/alternative\";
boundary=\"----=MIME_BOUNDRY_main_message\"\n";
$headers .= "X-Sender: $from\n";
$headers .= "X-Mailer: PHP4\n";
$headers .= "X-Priority: 3\n"; //1 = Urgent, 3 = Nmrmal
$headers .= "Return-Path: <" . $_POST['Email'] . ">\n";
$headers .= "This is a multi-part message in MIME format.\n";
$headers .= "------=MIME_BOUNDRY_main_message \n";
$headers .= "Content-Type: multipart/alternative;
boundary=\"----=MIME_BOUNDRY_message_parts\"\n";
//Build message contents
$message  = "------=MIME_BOUNDRY_message_parts\n";
$message .= "Content-Type: text/plain; charset=\"iso-8859-1\"\n";
$message .= "Content-Transfer-Encoding: quoted-printable\n";
$message .= "\n";
/* Add custom message, in this case it's plain text.  You could also
add HTML by changing the Content-Type to text/html */
$message .= "Due: ".$duedate." ".$time."\n";
$message .= "Priority: ".$priority."\n";
if($admincc != 'none'){
$message .= "AdminCc: ".$admincc."\n";
}
$message .= "CustomField.{Client_Project}: ".$cltprj."\n";
$message .= "CustomField.{Task_Code}: ".$taskcode."\n";
$message .= "CustomField.{Category}: ".$category."\n";
$message .= "\n";
$message .= "$bodymessage\n";
$message .= "\n";
$message .= "------=MIME_BOUNDRY_message_parts--\n";
$message .= "\n";
//Send message
$ok = mail($to, $subject, $message, $headers);
if($ok == 1)
{
echo "Your ticket has been sent.";
}
else
{
print "We encountered an error sending your mail, please notify the RT
administrator";
}
}
?.
//Determine what state the form is in when the user gets to it

From jim.lesinski at gmail.com  Mon Feb  6 07:34:40 2012
From: jim.lesinski at gmail.com (Jim Lesinski)
Date: Mon, 6 Feb 2012 07:34:40 -0500
Subject: [rt-users] rt-4.0.5 - How to populate a custom field using a
	web service?
In-Reply-To: 
References: 

Message-ID: 

Hi Joe, that's good information but I am looking to be able to use the web service to populate the autocomplete values for one specific RT CustomField within RT. When you are setting up a custom field the screen even says that you can use a web service to populate the field's values, but I am not sure how to do that and I cannot find documentation.

Thanks,
Jim Lesinski

On Feb 6, 2012, at 7:19 AM, Joe Harris  wrote:

>> I am looking at rt-4.0.5 and it seems that you can tie a custom field into a
>> web service.
> 
> I created a PHP web form to try and drive requestors to put in the
> proper information.  What I provided was a drop down box to show
> custom fields pulled from the RT database and then build a email to be
> sent to the queue the user chose.
> 
>> Is there any documentation about using a webservice or does someone have an
>> example of its use? Or if someone has details about doing something like I
>> described above using another method I'd love to hear about that too.
> 
> The following is the PHP code I used to pull the info (billing codes)
> from the customfieldvalues table where the ID of the custom field I am
> using is 1.  Since this is a field that has a parent/child
> relationship, this creates an option group heading with the selectable
> fields in the drop down box under each option group.  If you have just
> one field and no relationships, it is much more simple.  This requires
> a database connection string which is in a file outside of my web
> directory.  I know this may not be exactly what you are looking for,
> but the main part you are asking about I believe the part you are
> looking for specifically is down at the end of building the message
> where the custom fields are pushed into the email with commandbymail.
> Note, I found out the custom fields could NOT have any spaces in them
> for commandbymail to function.  I hope this helps and is not too
> confusing.  I am quite sure some of this could be done more
> efficiently.  I am not a developer.  I have a good understanding of
> php, but not always the most efficient way.
> 
> ---connection_file---
>  $host = "database_server";
> $user = "postgres";
> $pass = "dbpassword";
> $db = "rtdb";
> $conn_rtdb = pg_connect("host=$host dbname=$db user=$user
> password=$pass") or die("Couldn't Connect to $db".pg_last_error());
> ?>
> ---connection_file---
> ---ticket_form---
>  //set page action based on how the user gets to the page (sendMail or showForm)
> $action = $_REQUEST['action'];
> global $action;
> ---form_code---
> function showForm() {
> include('/path/to/connection_file');
> $getclientproject = pg_query($conn_rtdb, "select name from
> customfieldvalues where customfield=1 order by name")or die("Get
> ClientProject " . pg_last_error());
>        $fields=pg_num_fields($getclientproject);
>        echo "Task Code";
> }
> //end action showForm
> ?>
> ---form_code---
> 
> Then I gather the form data to be pushed into RT as an email.  I use
> the commandbymail plugin to allow fields to be populated via email.
> Then I build the email with PHP code to send to RT:
> 
> ---form_submit---
>  function sendMail()
> {
> include("/path/to/connection_file");
> // Gather form data... each item that is pulled had its own field in
> the web form
> $to = $_REQUEST['sendto'] ; //whatever queue they chose in a dropdown
> box on the web form
> $from = "$_REQUEST['from_email']" ;
> $project = $_REQUEST['Project'] ;
> $priority = $_REQUEST['Priority'] ;
> $duedate = $_REQUEST['duedate'] ;
> $time = $_REQUEST['time'] ;
> $taskcode = $_REQUEST['taskcode'] ;
> $admincc = $_REQUEST['AdminCC'] ;
> //Get client project from RT database
> $getcp = pg_query($conn_rtdb, "select a.content from attributes a,
> customfieldvalues b where b.name='$taskcode' and b.id=a.objectid")or
> die("Get CP ".pg_last_error());
> $rescp = pg_fetch_row($getcp);
> $cltprj = $rescp[0];
> //create due date timestamp, concatenate fields and clean up strange characters
> $due = $duedate." ".$time ;
> $subjectdetails = pg_escape_string(stripslashes($_REQUEST['SubjectDetails'])) ;
> $body = pg_escape_string(stripslashes($_REQUEST['Body'])) ;
> $subject = $project.":  " . $subjectdetails ;
> //Build data to be pushed into ticket for commandbymail
> $fields = array();
> $fields{"Project"} = "Project";
> $fields{"SubjectDetails"} = "Subject";
> $fields{"Body"} = "Message";
> foreach($fields as $a => $b)
> {
> $bodymessage .= sprintf("%20s: %s\n",$b,$_REQUEST[$a]);
> }
> //Build message headers
> $headers = "From: $from\n";
> $headers .= "Reply-To: $from\n";
> $headers .= "MIME-Version: 1.0\n";
> $headers .= "Content-Type: multipart/related;
> type=\"multipart/alternative\";
> boundary=\"----=MIME_BOUNDRY_main_message\"\n";
> $headers .= "X-Sender: $from\n";
> $headers .= "X-Mailer: PHP4\n";
> $headers .= "X-Priority: 3\n"; //1 = Urgent, 3 = Nmrmal
> $headers .= "Return-Path: <" . $_POST['Email'] . ">\n";
> $headers .= "This is a multi-part message in MIME format.\n";
> $headers .= "------=MIME_BOUNDRY_main_message \n";
> $headers .= "Content-Type: multipart/alternative;
> boundary=\"----=MIME_BOUNDRY_message_parts\"\n";
> //Build message contents
> $message  = "------=MIME_BOUNDRY_message_parts\n";
> $message .= "Content-Type: text/plain; charset=\"iso-8859-1\"\n";
> $message .= "Content-Transfer-Encoding: quoted-printable\n";
> $message .= "\n";
> /* Add custom message, in this case it's plain text.  You could also
> add HTML by changing the Content-Type to text/html */
> $message .= "Due: ".$duedate." ".$time."\n";
> $message .= "Priority: ".$priority."\n";
> if($admincc != 'none'){
> $message .= "AdminCc: ".$admincc."\n";
> }
> $message .= "CustomField.{Client_Project}: ".$cltprj."\n";
> $message .= "CustomField.{Task_Code}: ".$taskcode."\n";
> $message .= "CustomField.{Category}: ".$category."\n";
> $message .= "\n";
> $message .= "$bodymessage\n";
> $message .= "\n";
> $message .= "------=MIME_BOUNDRY_message_parts--\n";
> $message .= "\n";
> //Send message
> $ok = mail($to, $subject, $message, $headers);
> if($ok == 1)
> {
> echo "Your ticket has been sent.";
> }
> else
> {
> print "We encountered an error sending your mail, please notify the RT
> administrator";
> }
> }
> ?.
> //Determine what state the form is in when the user gets to it
>  switch ($action) {
>  case "send":
>    sendMail();
>    showForm();
>    break;
>  default:
>    showForm();
> }
> ?>

From drey111 at gmail.com  Mon Feb  6 07:52:11 2012
From: drey111 at gmail.com (Joe Harris)
Date: Mon, 6 Feb 2012 07:52:11 -0500
Subject: [rt-users] rt-4.0.5 - How to populate a custom field using a
	web service?
In-Reply-To: 
References: 

Message-ID: <3CBE8260-980C-4161-A224-EC072135D281@gmail.com>

Ahh. I see what you're asking now. Wish I could offer more. 

Sent from my mobile device. 

On Feb 6, 2012, at 7:34 AM, Jim Lesinski  wrote:

> Hi Joe, that's good information but I am looking to be able to use the web service to populate the autocomplete values for one specific RT CustomField within RT. When you are setting up a custom field the screen even says that you can use a web service to populate the field's values, but I am not sure how to do that and I cannot find documentation.
> 
> Thanks,
> Jim Lesinski
> 
> 
> On Feb 6, 2012, at 7:19 AM, Joe Harris  wrote:
> 
>>> I am looking at rt-4.0.5 and it seems that you can tie a custom field into a
>>> web service.
>> 
>> I created a PHP web form to try and drive requestors to put in the
>> proper information.  What I provided was a drop down box to show
>> custom fields pulled from the RT database and then build a email to be
>> sent to the queue the user chose.
>> 
>>> Is there any documentation about using a webservice or does someone have an
>>> example of its use? Or if someone has details about doing something like I
>>> described above using another method I'd love to hear about that too.
>> 
>> The following is the PHP code I used to pull the info (billing codes)
>> from the customfieldvalues table where the ID of the custom field I am
>> using is 1.  Since this is a field that has a parent/child
>> relationship, this creates an option group heading with the selectable
>> fields in the drop down box under each option group.  If you have just
>> one field and no relationships, it is much more simple.  This requires
>> a database connection string which is in a file outside of my web
>> directory.  I know this may not be exactly what you are looking for,
>> but the main part you are asking about I believe the part you are
>> looking for specifically is down at the end of building the message
>> where the custom fields are pushed into the email with commandbymail.
>> Note, I found out the custom fields could NOT have any spaces in them
>> for commandbymail to function.  I hope this helps and is not too
>> confusing.  I am quite sure some of this could be done more
>> efficiently.  I am not a developer.  I have a good understanding of
>> php, but not always the most efficient way.
>> 
>> ---connection_file---
>> > $host = "database_server";
>> $user = "postgres";
>> $pass = "dbpassword";
>> $db = "rtdb";
>> $conn_rtdb = pg_connect("host=$host dbname=$db user=$user
>> password=$pass") or die("Couldn't Connect to $db".pg_last_error());
>> ?>
>> ---connection_file---
>> ---ticket_form---
>> > //set page action based on how the user gets to the page (sendMail or showForm)
>> $action = $_REQUEST['action'];
>> global $action;
>> ---form_code---
>> function showForm() {
>> include('/path/to/connection_file');
>> $getclientproject = pg_query($conn_rtdb, "select name from
>> customfieldvalues where customfield=1 order by name")or die("Get
>> ClientProject " . pg_last_error());
>>       $fields=pg_num_fields($getclientproject);
>>       echo "Task Code";
>> }
>> //end action showForm
>> ?>
>> ---form_code---
>> 
>> Then I gather the form data to be pushed into RT as an email.  I use
>> the commandbymail plugin to allow fields to be populated via email.
>> Then I build the email with PHP code to send to RT:
>> 
>> ---form_submit---
>> > function sendMail()
>> {
>> include("/path/to/connection_file");
>> // Gather form data... each item that is pulled had its own field in
>> the web form
>> $to = $_REQUEST['sendto'] ; //whatever queue they chose in a dropdown
>> box on the web form
>> $from = "$_REQUEST['from_email']" ;
>> $project = $_REQUEST['Project'] ;
>> $priority = $_REQUEST['Priority'] ;
>> $duedate = $_REQUEST['duedate'] ;
>> $time = $_REQUEST['time'] ;
>> $taskcode = $_REQUEST['taskcode'] ;
>> $admincc = $_REQUEST['AdminCC'] ;
>> //Get client project from RT database
>> $getcp = pg_query($conn_rtdb, "select a.content from attributes a,
>> customfieldvalues b where b.name='$taskcode' and b.id=a.objectid")or
>> die("Get CP ".pg_last_error());
>> $rescp = pg_fetch_row($getcp);
>> $cltprj = $rescp[0];
>> //create due date timestamp, concatenate fields and clean up strange characters
>> $due = $duedate." ".$time ;
>> $subjectdetails = pg_escape_string(stripslashes($_REQUEST['SubjectDetails'])) ;
>> $body = pg_escape_string(stripslashes($_REQUEST['Body'])) ;
>> $subject = $project.":  " . $subjectdetails ;
>> //Build data to be pushed into ticket for commandbymail
>> $fields = array();
>> $fields{"Project"} = "Project";
>> $fields{"SubjectDetails"} = "Subject";
>> $fields{"Body"} = "Message";
>> foreach($fields as $a => $b)
>> {
>> $bodymessage .= sprintf("%20s: %s\n",$b,$_REQUEST[$a]);
>> }
>> //Build message headers
>> $headers = "From: $from\n";
>> $headers .= "Reply-To: $from\n";
>> $headers .= "MIME-Version: 1.0\n";
>> $headers .= "Content-Type: multipart/related;
>> type=\"multipart/alternative\";
>> boundary=\"----=MIME_BOUNDRY_main_message\"\n";
>> $headers .= "X-Sender: $from\n";
>> $headers .= "X-Mailer: PHP4\n";
>> $headers .= "X-Priority: 3\n"; //1 = Urgent, 3 = Nmrmal
>> $headers .= "Return-Path: <" . $_POST['Email'] . ">\n";
>> $headers .= "This is a multi-part message in MIME format.\n";
>> $headers .= "------=MIME_BOUNDRY_main_message \n";
>> $headers .= "Content-Type: multipart/alternative;
>> boundary=\"----=MIME_BOUNDRY_message_parts\"\n";
>> //Build message contents
>> $message  = "------=MIME_BOUNDRY_message_parts\n";
>> $message .= "Content-Type: text/plain; charset=\"iso-8859-1\"\n";
>> $message .= "Content-Transfer-Encoding: quoted-printable\n";
>> $message .= "\n";
>> /* Add custom message, in this case it's plain text.  You could also
>> add HTML by changing the Content-Type to text/html */
>> $message .= "Due: ".$duedate." ".$time."\n";
>> $message .= "Priority: ".$priority."\n";
>> if($admincc != 'none'){
>> $message .= "AdminCc: ".$admincc."\n";
>> }
>> $message .= "CustomField.{Client_Project}: ".$cltprj."\n";
>> $message .= "CustomField.{Task_Code}: ".$taskcode."\n";
>> $message .= "CustomField.{Category}: ".$category."\n";
>> $message .= "\n";
>> $message .= "$bodymessage\n";
>> $message .= "\n";
>> $message .= "------=MIME_BOUNDRY_message_parts--\n";
>> $message .= "\n";
>> //Send message
>> $ok = mail($to, $subject, $message, $headers);
>> if($ok == 1)
>> {
>> echo "Your ticket has been sent.";
>> }
>> else
>> {
>> print "We encountered an error sending your mail, please notify the RT
>> administrator";
>> }
>> }
>> ?.
>> //Determine what state the form is in when the user gets to it
>> > switch ($action) {
>> case "send":
>>   sendMail();
>>   showForm();
>>   break;
>> default:
>>   showForm();
>> }
>> ?>

From jblaine at kickflop.net  Mon Feb  6 09:10:12 2012
From: jblaine at kickflop.net (Jeff Blaine)
Date: Mon, 06 Feb 2012 09:10:12 -0500
Subject: [rt-users] rt-4.0.5 - How to populate a custom field using a
 web service?
In-Reply-To: <3CBE8260-980C-4161-A224-EC072135D281@gmail.com>
References: 

	<3CBE8260-980C-4161-A224-EC072135D281@gmail.com>
Message-ID: <4F2FDF44.7070301@kickflop.net>

> On Feb 6, 2012, at 7:34 AM, Jim Lesinski
> wrote:
>
>> Hi Joe, that's good information but I am looking to be able to use
>> the web service to populate the autocomplete values for one
>> specific RT CustomField within RT. When you are setting up a custom
>> field the screen even says that you can use a web service to
>> populate the field's values, but I am not sure how to do that and I
>> cannot find documentation.
>>
>> Thanks, Jim Lesinski

Jim,

I believe you've misread the RT CustomField definition screen.
I've never used this feature before, but I read and interpret
it as follows:

It says (emphasis mine):

     RT can make this *custom field's values into hyperlinks to
     another service*. Fill in this field with a URL. RT will
     replace __id__ and __CustomField__ with the record's id
     and the custom field's value, respectively.

Let's say your CF is "Employee Number".

So, if you set "Link values to" as:

     http://service.example.com/lookup?empnum=__CustomField__

If I typed '430' into this CF as a value (as an end user),
it would show as a clickable link:

     http://service.example.com/lookup?empnum=430

Jeff Blaine

From gsollazz at sgul.ac.uk  Mon Feb  6 09:53:32 2012
From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo)
Date: Mon, 06 Feb 2012 14:53:32 +0000
Subject: [rt-users] highlighting tickets with a reply
Message-ID: <4F2FE96C.3060803@sgul.ac.uk>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Hi there,
a colleague here has asked me a question I'm not totally sure about.

He asked: is there any way to highlight a ticket that has received a
reply, in any way other than adding the "New" field?

What he'd like is roughly a highlighting background to the ticket in
the list.

Has anyone done anything similar?

Thanks,
Giuseppe

- -- 
____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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From jim.lesinski at gmail.com  Mon Feb  6 11:32:47 2012
From: jim.lesinski at gmail.com (Jim Lesinski)
Date: Mon, 6 Feb 2012 11:32:47 -0500
Subject: [rt-users] rt-4.0.5 - How to populate a custom field using a
	web service?
In-Reply-To: <4F2FDF44.7070301@kickflop.net>
References: 

	<3CBE8260-980C-4161-A224-EC072135D281@gmail.com>
	<4F2FDF44.7070301@kickflop.net>
Message-ID: 

There seems to be a lot of confusion about what I am asking. I am sorry if
I am not making myself clear. Please check out the attached image which
shows exactly what I am looking at. Maybe I am interpreting it wrong, but
the field Jeff describes is not the one I am asking about. I am referring
to the field below it called "Include Page" which states:

"RT can include content from another web service when showing this custom
field. Fill in this field with a URL. RT will replace __id__ and
__CustomField__ with the record's id and the custom field's value,
respectively. Some browsers may only load content from the same domain as
your RT server."

This seems to imply to me that the custom field can in fact include values
from a web service. Or does this mean that it can render content in an
iFrame or something? If someone can clarify what that field does I think
that would be all I need.

On Mon, Feb 6, 2012 at 9:10 AM, Jeff Blaine  wrote:

> On Feb 6, 2012, at 7:34 AM, Jim Lesinski
>> >
>> wrote:
>>
>>  Hi Joe, that's good information but I am looking to be able to use
>>> the web service to populate the autocomplete values for one
>>> specific RT CustomField within RT. When you are setting up a custom
>>> field the screen even says that you can use a web service to
>>> populate the field's values, but I am not sure how to do that and I
>>> cannot find documentation.
>>>
>>> Thanks, Jim Lesinski
>>>
>>
> Jim,
>
> I believe you've misread the RT CustomField definition screen.
> I've never used this feature before, but I read and interpret
> it as follows:
>
> It says (emphasis mine):
>
>    RT can make this *custom field's values into hyperlinks to
>    another service*. Fill in this field with a URL. RT will
>    replace __id__ and __CustomField__ with the record's id
>    and the custom field's value, respectively.
>
> Let's say your CF is "Employee Number".
>
> So, if you set "Link values to" as:
>
>    http://service.example.com/**lookup?empnum=__CustomField__
>
> If I typed '430' into this CF as a value (as an end user),
> it would show as a clickable link:
>
>    http://service.example.com/**lookup?empnum=430
>
> Jeff Blaine
> --------
> RT Training Sessions (http://bestpractical.com/**services/training.html
> )
> * Boston  March 5 & 6, 2012
>
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From vance_walsh at concordacademy.org  Mon Feb  6 11:48:10 2012
From: vance_walsh at concordacademy.org (Vance Walsh)
Date: Mon, 06 Feb 2012 11:48:10 -0500
Subject: [rt-users] Offline Edits - 4.0.2
Message-ID: 

My manager just mentioned he used the tool referenced here

http://requesttracker.wikia.com/wiki/OfflineEdits

before our upgrade to 4.0 and now can not find it. Has this tool been moved /
changed or is there a different permission set needed to use it?

---

Vance Walsh
Network and Systems Administrator
Concord Academy - Concord, Mass.

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From borngunners at aol.com  Mon Feb  6 12:03:12 2012
From: borngunners at aol.com (Borngunners)
Date: Mon, 6 Feb 2012 12:03:12 -0500 (EST)
Subject: [rt-users] Help installing RT4 on Ubuntu
In-Reply-To: 
References: <8CEAA636B3B3E9B-2444-63944@webmail-d182.sysops.aol.com><20120126214009.GL95897@jibsheet.com><8CEAD9C927D0CBE-1B14-16399@webmail-m076.sysops.aol.com><20120130202502.GU95897@jibsheet.com><8CEADB34E8A73CF-1B14-17819@webmail-m076.sysops.aol.com><20120130233238.GV95897@jibsheet.com><8CEAE66CC35259E-1B14-1DEE4@webmail-m076.sysops.aol.com><8CEAFCA97A6097A-1C60-8B16@webmail-m076.sysops.aol.com><3B9178D874F56F47B616AB50C01F7B7701D5FACC@GRUPRD8002MB111.lamprd80.prod.outlook.com>

Message-ID: <8CEB30857E4A512-17E0-1FA17@webmail-m068.sysops.aol.com>

I have successfully installed RT4.0.5 and seems to be able to bring it up via the web... I did receive a warning error message after reloading apache:

root at helpdesks:/etc/apache2/sites-available# /etc/init.d/apache2 reload
 * Reloading web server config apache2                                                                                                                        [Mon Feb  6 16:54:32 2012] [warning]: The ActiveStatus configuration has been replaced by the new Lifecycles
functionality. You should set the 'active' property of the 'default'
lifecycle and add transition rules; see RT_Config.pm for documentation. (/opt/rt4/sbin/../lib/RT/Config.pm:766)
                                                                                                                                                       [ OK ]
Please advice on what to do to correct this message.

Thanks,
Haji

-----Original Message-----
From: Bart 
To: rt-users 
Sent: Thu, Feb 2, 2012 10:00 am
Subject: Re: [rt-users] Help installing RT4 on Ubuntu

Hi,

As mentioned, after the installation you have to manually add the RT config to apache.

The installation won't configure apache automatically for you, you can probably use the include line Diaulas mentioned.

Other then that, it looks like you've done the installation the Ubuntu way (which is ok), all you need to do now is configure Apache.

Let us know if it worked.

-- Bart

Op 2 februari 2012 15:12 schreef Diaulas Castro  het volgende:

Did you put /rt in the end of url? Ex: http://192.168.1.1/rt

Have Ubuntu 11.10 installed 3 weeks ago, don?t remember to change apache conf except of including this line:

    Include "/etc/request-tracker4/apache2-modperl2.conf?

Last 2 lines of my conf:

tail -n2 /etc/apache2/sites-available/default
Include "/etc/request-tracker4/apache2-modperl2.conf"

De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Borngunners
Enviada em: quinta-feira, 2 de fevereiro de 2012 12:04
Para: bart at pleh.info; rt-users at lists.bestpractical.com
Assunto: Re: [rt-users] Help installing RT4 on Ubuntu

I have reinstalled everything again, starting from the OS. I installed ubuntu 11 and I installed RT using the following command apt-get install request-tracker4. Everything has being installed, but I am still getting the It Works! message. It seems like this version of RT is a bit complicated to install, right? Don't know what else to do regarding the installing RT. I seriously need help with detail how-to, please....

Thanks,

-----Original Message-----
From: Bart 
To: rt-users 
Sent: Wed, Feb 1, 2012 10:06 am
Subject: Re: [rt-users] Help installing RT4 on Ubuntu

Hi, 

Are you trying to do the source installation on Ubuntu? (btw, which version of Ubuntu?)

At least, it looks that way. If the above is what you've done then I really don't understand the external auth errors your getting, a clean installation doesn't contain external auth...

My advise would be to make sure you have a clean installation up and running first before playing with plugins (theres really no point).

Also, if you have the latest Ubuntu server then you can also install RT using Aptitude ( aptitude search request-tracker4 ).

I assume you've documented all your steps up to this point, could you show us exactly what you've done? (you've installed plugins, so undo that to begin with or at least turn off the plugins in the RT_SiteConfig).

-- Bart

Op 31 januari 2012 20:36 schreef Borngunners  het volgende:

Okay. Now I have try to reinstall RT again and so far these are the configurations I have:

root at helpdesks:/var/tmp/rt-4.0.4# make initialize-database
/usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action init --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:   rt4
User:   rtuser
DBA:    root
Now creating a mysql database rt4 for RT.
Done.
Now populating database schema.
Done.
Now inserting database ACLs.
Granting access to rtuser@'localhost' on rt4.
Done.
Now inserting RT core system objects.
Done.
[Tue Jan 31 19:32:37 2012] [warning]: The ActiveStatus configuration has been replaced by the new Lifecycles
functionality. You should set the 'active' property of the 'default'
lifecycle and add transition rules; see RT_Config.pm for documentation. (/var/tmp/rt-4.0.4/sbin/../lib/RT/Config.pm:766)
Now inserting data.
[Tue Jan 31 19:32:37 2012] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: SuperUser, Disabled: 0, EmailAddress: root at localhost, Gecos: root, Name: root, Password: password, Privileged: 1, RealName: Enoch Root (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
[Tue Jan 31 19:32:37 2012] [error]: Could not set user info (/var/tmp/rt-4.0.4/sbin/../lib/RT/Handle.pm:826)
[Tue Jan 31 19:32:38 2012] [error]: Unable to load user: root : Couldn't find row (/var/tmp/rt-4.0.4/sbin/../lib/RT/Handle.pm:956)
Done inserting data.
Done.

Apache configuration:

  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");

thanks,

-----Original Message-----
From: Kevin Falcone 
To: rt-users 

Sent: Mon, Jan 30, 2012 6:32 pm
Subject: Re: [rt-users] Help installing RT4 on Ubuntu

On Mon, Jan 30, 2012 at 05:11:54PM -0500, Borngunners wrote:
>    Hello Falcone,
>    I have tried the config as stated. This is the message I receive after 
starting apche:
>    root at helpdesks:/etc/apache2# /etc/init.d/apache2 start
>     * Starting web server
>    apache2
>    [Mon Jan 30 22:08:01 2012] [warning]: DBD::mysql::st execute failed: Table 
'rt4.Users' doesn't
>    exist at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 
587.
>    (/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm:587)

You don't appear to have created the RT database.

When you said

>  >      On Thu, Jan 26, 2012 at 12:02:28PM -0500, Borngunners wrote:
>  >      >    I have installed RT 4 on ubuntu and have tested the web after

What did you do to install RT?  It'd be great if you looked through
the README and compared the steps to the notes about what you did.

-kevin

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston ? March 5 & 6, 2012

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston ? March 5 & 6, 2012

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston ? March 5 & 6, 2012

--------
T Training Sessions (http://bestpractical.com/services/training.html)
 Boston ? March 5 & 6, 2012

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From falcone at bestpractical.com  Mon Feb  6 14:00:14 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 6 Feb 2012 14:00:14 -0500
Subject: [rt-users] External Auth using Active Directory 2008
In-Reply-To: <84E70F84D007E14BBD13A402719AF27C158377D2@SN2PRD0102MB153.prod.exchangelabs.com>
References: <84E70F84D007E14BBD13A402719AF27C15832CC1@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120201233243.GF5178@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C15833CF1@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120202171716.GL5178@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C1583405E@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120203173218.GN5178@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C158371A4@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120203190535.GU5178@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C158377D2@SN2PRD0102MB153.prod.exchangelabs.com>
Message-ID: <20120206190014.GA994@jibsheet.com>

On Fri, Feb 03, 2012 at 11:17:18PM +0000, Howell, Van wrote:
> I ran the install again, The version it put on is 0.09
> FALCONE/RT-Authen-ExternalAuth-0.09.tar.gz
> 
> Not the new version. I still have the same problem
> 
> I shelled into CPAN 
> perl -MCPAN -e shell
> 
> then I ran 
> install RT::Authen::ExternalAuth
> 
> Is there a different way?
> 
> Sorry for the dumb questions, but I'm new to this.

Do install a development release, you either need to fully specify the
path in the CPAN shell (something like
T/TS/TSIBLEY/RT-Authen-ExternalAuth-0.09_02.tar.gz ) or go to
http://search.cpan.org or http://metacpan.org and find and download
the development tarball and install it manually.

-kevin
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From falcone at bestpractical.com  Mon Feb  6 14:02:01 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 6 Feb 2012 14:02:01 -0500
Subject: [rt-users] highlighting tickets with a reply
In-Reply-To: <4F2FE96C.3060803@sgul.ac.uk>
References: <4F2FE96C.3060803@sgul.ac.uk>
Message-ID: <20120206190201.GB994@jibsheet.com>

On Mon, Feb 06, 2012 at 02:53:32PM +0000, Giuseppe Sollazzo wrote:
> 
> a colleague here has asked me a question I'm not totally sure about.
> 
> He asked: is there any way to highlight a ticket that has received a
> reply, in any way other than adding the "New" field?
> 
> What he'd like is roughly a highlighting background to the ticket in
> the list.
> 
> Has anyone done anything similar?

You can use the UpdateStatus column.  Changing the background would
require you to use a Callback with RT__Ticket's ColumnMap.

I believe there are several examples of the ColumnMap Callback on the
wiki for highlighting a ticket with high priority that you could work
from.

-kevin
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From yacketrj at potsdam.edu  Mon Feb  6 16:20:06 2012
From: yacketrj at potsdam.edu (Ronald J Yacketta)
Date: 6 Feb 2012 16:20:06 -0500
Subject: [rt-users] a tad OT,
	need assistance with aliasing /me to /SelfService
In-Reply-To: <20120206190201.GB994@jibsheet.com>
References: <4F2FE96C.3060803@sgul.ac.uk> <20120206190201.GB994@jibsheet.com>
Message-ID: <89366d12c81cc41e45c1514a3b6d1a9a.squirrel@bearmail.potsdam.edu>

Hello all!

Prior to our 3.8.8 upgrade we were able to use /me | /selfservice as an
Alias to /SelfService in our rt.conf file. After upgrading I have been
unable to get rt.conf to honor /me as an Alias.

here is the meat of our rt.conf

... SSL stuff ...
Alias /me /SelfService
Alias /selfservice /SelfService

        AllowOverride All
        Options ExecCGI FollowSymLinks

        SetHandler modperl
        PerlResponseHandler Plack::Handler::Apache2
        PerlSetVar psgi_app /opt/rt4/sbin/rt-server

        AuthLDAPURL ldap://xyz.potsdam.edu/o=some_o?uid
        AuthLDAPGroupAttribute memberUid
        AuthLDAPGroupAttributeIsDN off
        AuthName "Tracking System"
        AuthType Basic
        AuthBasicProvider ldap

        use Plack::Handler::Apache2;
        Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");

/SelfService works but /me results in 'The page you requested could not be
found'

Granted this is not a RT issue, just wondering if anyone sees something
wrong or can help / point me in a direction to get this working.

-Ron

From falcone at bestpractical.com  Mon Feb  6 16:42:48 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 6 Feb 2012 16:42:48 -0500
Subject: [rt-users] rt-4.0.5 - How to populate a custom field using a
 web service?
In-Reply-To: 
References: 

	<3CBE8260-980C-4161-A224-EC072135D281@gmail.com>
	<4F2FDF44.7070301@kickflop.net>

Message-ID: <20120206214248.GC994@jibsheet.com>

On Mon, Feb 06, 2012 at 11:32:47AM -0500, Jim Lesinski wrote:
>    There seems to be a lot of confusion about what I am asking. I am sorry if I am not making
>    myself clear. Please check out the attached image which shows exactly what I am looking at.
>    Maybe I am interpreting it wrong, but the field Jeff describes is not the one I am asking
>    about. I am referring to the field below it called "Include Page" which states:
> 
>    "RT can include content from another web service when showing this custom field. Fill in this
>    field with a URL. RT will replace __id__ and __CustomField__ with the record's id and the
>    custom field's value, respectively. Some browsers may only load content from the same domain
>    as your RT server."
>    This seems to imply to me that the custom field can in fact include values from a web service.
>    Or does this mean that it can render content in an iFrame or something? If someone can clarify
>    what that field does I think that would be all I need.

This means that you can render content into an iframe using the value
of the custom field.

If your user selected "Foo" from a custom field, RT can make a call to
an external webservice with Foo and some other information and then
iframe the data into Ticket/Display.html (assuming you don't violate
any of the security restrictions on iframes).

If you want to control the values of a custom field, you will need to
read the docs/extending/external_custom_fields.pod document you
referenced earlier.

-kevin
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From falcone at bestpractical.com  Mon Feb  6 16:46:26 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 6 Feb 2012 16:46:26 -0500
Subject: [rt-users] Offline Edits - 4.0.2
In-Reply-To: 
References: 
Message-ID: <20120206214626.GD994@jibsheet.com>

On Mon, Feb 06, 2012 at 11:48:10AM -0500, Vance Walsh wrote:
>    My manager just mentioned he used the tool referenced here
>    http://requesttracker.wikia.com/wiki/OfflineEdits
>    before our upgrade to 4.0 and now can not find it. Has this tool been moved / changed or is
>    there a different permission set needed to use it?

It's available below the Tools menu.  If he doesn't see that menu, he
likely needs ShowConfigTab (although that right should have been
required on 3.8 also).

-kevin
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From falcone at bestpractical.com  Mon Feb  6 16:48:03 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 6 Feb 2012 16:48:03 -0500
Subject: [rt-users] a tad OT,
 need assistance with aliasing /me to /SelfService
In-Reply-To: <89366d12c81cc41e45c1514a3b6d1a9a.squirrel@bearmail.potsdam.edu>
References: <89366d12c81cc41e45c1514a3b6d1a9a.squirrel@bearmail.potsdam.edu>
Message-ID: <20120206214803.GE994@jibsheet.com>

On Mon, Feb 06, 2012 at 04:20:06PM -0500, Ronald J Yacketta wrote:
> Prior to our 3.8.8 upgrade we were able to use /me | /selfservice as an
> Alias to /SelfService in our rt.conf file. After upgrading I have been
> unable to get rt.conf to honor /me as an Alias.

I know this isn't exactly the answer to your question, but when users
log in to RT, they'll be directed to SelfService if they are
Unprivileged users.  Are you trying to push Privileged users off to
SelfService, and if so, why not just make them Unprivileged?

Also - your Apache error log is often more useful to debug these
things than the error presented in your browser.

-kevin

> here is the meat of our rt.conf
> 
> 
> ... SSL stuff ...
> Alias /me /SelfService
> Alias /selfservice /SelfService
> 
>         AllowOverride All
>         Options ExecCGI FollowSymLinks
> 
>         SetHandler modperl
>         PerlResponseHandler Plack::Handler::Apache2
>         PerlSetVar psgi_app /opt/rt4/sbin/rt-server
> 
>         AuthLDAPURL ldap://xyz.potsdam.edu/o=some_o?uid
>         AuthLDAPGroupAttribute memberUid
>         AuthLDAPGroupAttributeIsDN off
>         AuthName "Tracking System"
>         AuthType Basic
>         AuthBasicProvider ldap
> 
> 
> 
>         use Plack::Handler::Apache2;
>         Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
> 
> 
> 
> 
> /SelfService works but /me results in 'The page you requested could not be
> found'
> 
> Granted this is not a RT issue, just wondering if anyone sees something
> wrong or can help / point me in a direction to get this working.
> 
> -Ron
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
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From yacketrj at potsdam.edu  Mon Feb  6 17:38:23 2012
From: yacketrj at potsdam.edu (Ronald J Yacketta)
Date: 6 Feb 2012 17:38:23 -0500
Subject: [rt-users] a tad OT,
 need assistance with aliasing /me to /SelfService
In-Reply-To: <20120206214803.GE994@jibsheet.com>
References: <89366d12c81cc41e45c1514a3b6d1a9a.squirrel@bearmail.potsdam.edu>
	<20120206214803.GE994@jibsheet.com>
Message-ID: <31ccc628acb8d4db6cc903e925b96e68.squirrel@bearmail.potsdam.edu>

>
> I know this isn't exactly the answer to your question, but when users
> log in to RT, they'll be directed to SelfService if they are
> Unprivileged users.  Are you trying to push Privileged users off to
> SelfService, and if so, why not just make them Unprivileged?
>

/SelfService works flawlessly, we just have a requirement to redirect /me
and /selfservice to /SelfService.

> Also - your Apache error log is often more useful to debug these
> things than the error presented in your browser.
>

I checked the logs first before posting, which tossed this cryptic entry

[Mon Feb 06 15:55:22 2012] [error] Your request path is '/me/' and it
doesn't match your Location(Match) '/opt/rt4/share/html/SelfService/'.
This should be due to the configuration error. See perldoc
Plack::Handler::Apache2 for details.

Looking at the perldoc does nothing but leave one even more bewildered.

> -kevin
>
>> here is the meat of our rt.conf
>>
>> 
>> ... SSL stuff ...
>> Alias /me /SelfService
>> Alias /selfservice /SelfService
>> 
>>         AllowOverride All
>>         Options ExecCGI FollowSymLinks
>>
>>         SetHandler modperl
>>         PerlResponseHandler Plack::Handler::Apache2
>>         PerlSetVar psgi_app /opt/rt4/sbin/rt-server
>>
>>         AuthLDAPURL ldap://xyz.potsdam.edu/o=some_o?uid
>>         AuthLDAPGroupAttribute memberUid
>>         AuthLDAPGroupAttributeIsDN off
>>         AuthName "Tracking System"
>>         AuthType Basic
>>         AuthBasicProvider ldap
>> 
>>
>> 
>>         use Plack::Handler::Apache2;
>>         Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
>> 
>> 
>>
>>
>> /SelfService works but /me results in 'The page you requested could not
>> be
>> found'
>>
>> Granted this is not a RT issue, just wondering if anyone sees something
>> wrong or can help / point me in a direction to get this working.
>>
>> -Ron
>>
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston  March 5 & 6, 2012
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

From jim.lesinski at gmail.com  Mon Feb  6 17:47:19 2012
From: jim.lesinski at gmail.com (Jim Lesinski)
Date: Mon, 6 Feb 2012 17:47:19 -0500
Subject: [rt-users] rt-4.0.5 - How to populate a custom field using a
	web service?
In-Reply-To: <20120206214248.GC994@jibsheet.com>
References: 

	<3CBE8260-980C-4161-A224-EC072135D281@gmail.com>
	<4F2FDF44.7070301@kickflop.net>

	<20120206214248.GC994@jibsheet.com>
Message-ID: 

Thanks Kevin. I did in fact misinterpret the meaning of the field then as I
thought it meant to fill the drop down values from a web service. I didn't
realize it was referring to an iFrame.

On Mon, Feb 6, 2012 at 4:42 PM, Kevin Falcone wrote:

> On Mon, Feb 06, 2012 at 11:32:47AM -0500, Jim Lesinski wrote:
> >    There seems to be a lot of confusion about what I am asking. I am
> sorry if I am not making
> >    myself clear. Please check out the attached image which shows exactly
> what I am looking at.
> >    Maybe I am interpreting it wrong, but the field Jeff describes is not
> the one I am asking
> >    about. I am referring to the field below it called "Include Page"
> which states:
> >
> >    "RT can include content from another web service when showing this
> custom field. Fill in this
> >    field with a URL. RT will replace __id__ and __CustomField__ with the
> record's id and the
> >    custom field's value, respectively. Some browsers may only load
> content from the same domain
> >    as your RT server."
> >    This seems to imply to me that the custom field can in fact include
> values from a web service.
> >    Or does this mean that it can render content in an iFrame or
> something? If someone can clarify
> >    what that field does I think that would be all I need.
>
> This means that you can render content into an iframe using the value
> of the custom field.
>
> If your user selected "Foo" from a custom field, RT can make a call to
> an external webservice with Foo and some other information and then
> iframe the data into Ticket/Display.html (assuming you don't violate
> any of the security restrictions on iframes).
>
> If you want to control the values of a custom field, you will need to
> read the docs/extending/external_custom_fields.pod document you
> referenced earlier.
>
> -kevin
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012
>
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From bwiese at ElementPS.com  Mon Feb  6 17:46:13 2012
From: bwiese at ElementPS.com (Brent Wiese)
Date: Mon, 6 Feb 2012 15:46:13 -0700
Subject: [rt-users] CustomField input must match formatting in edit
Message-ID: <7ECD0C8955ADE149B95716B364B4D58F26CF8BD3E8@EXCCR01.eps.local>

I've noticed this in both IE and FireFox. I'm running 4.0.4.

When editing a ticket that has custom fields with validation (mandatory), some of them display the "Input must match..." under the CF name, not the entry.

For example (hopefully this will format right on the listserv), if I have a select 1 value dropdown, it will look like this:

CF Name                                              <>
 Select one value
                                                                Input must match [Mandatory]

In other types of fields, like a text area, it looks like this:

CF Name                                                              <>
<italics> Select one value                             <<TextArea Continued>>

<red italics>Input must match [Mandatory]

Actually, it looks like "select one value" is the only one that formats that way, which when I look at it, looks correct/clean. When it's shifted left, to me anyways, it implies the field below, not above, is mandatory.

I tried monkeying with the CSS to see if I could get it to place right, but it didn't. I'm not sure which is the intended way for it to format, but it'd be nice to either be able to change it, or at least have it consistent for all field types.

Maybe a different topic, but while debugging the formatting above, I noticed if I use a * in a custom field validation (ie: I want to allow the field to contain only digits or be empty, so I modified the regex from ^[\d.]+$ to ^[\d.]*$), the validation works, but it doesn't display the "Input must match..." text at all.

Thanks!
Brent
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From Izz.Abdullah at hibbett.com  Mon Feb  6 17:52:11 2012
From: Izz.Abdullah at hibbett.com (Izz Abdullah)
Date: Mon, 6 Feb 2012 16:52:11 -0600
Subject: [rt-users] a tad OT,
 need assistance with aliasing /me to /SelfService
In-Reply-To: <31ccc628acb8d4db6cc903e925b96e68.squirrel@bearmail.potsdam.edu>
References: <89366d12c81cc41e45c1514a3b6d1a9a.squirrel@bearmail.potsdam.edu><20120206214803.GE994@jibsheet.com>
	<31ccc628acb8d4db6cc903e925b96e68.squirrel@bearmail.potsdam.edu>
Message-ID: <BAB510D4DA891440A7CE408F3C08635301C8598A56A3@hsg-mail-001.corp01.hibbett.com>

>From the code of Plack::Handler::Apache2

    if ($location eq '/') {
        # <Location /> could be handled as a 'root' case where we make
        # everything PATH_INFO and empty SCRIPT_NAME as in the PSGI spec
        $env->{SCRIPT_NAME} = '';
    } elsif ($path_info =~ s{^($location)/?}{/}) {
        $env->{SCRIPT_NAME} = $1 || '';
    } else {
        # Apache's <Location> is matched but here is not.
        # This is something wrong. We can only respect original.
        $r->server->log_error(
            "Your request path is '$path_info' and it doesn't match your Location(Match) '$location'. " .
            "This should be due to the configuration error. See perldoc Plack::Handler::Apache2 for details."

So the request is falling under the last option here.  Plack is not liking the way you have your config written for aliasing.  I would look at aliasing again in apache.

Alias /me/ "/opt/rt4/share/html/SelfService/
<Directory "/opt/rt4/share/html/SelfService/">
<Location />
...
...

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ronald J Yacketta
Sent: Monday, February 06, 2012 4:38 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] a tad OT,need assistance with aliasing /me to /SelfService

>
> I know this isn't exactly the answer to your question, but when users 
> log in to RT, they'll be directed to SelfService if they are 
> Unprivileged users.  Are you trying to push Privileged users off to 
> SelfService, and if so, why not just make them Unprivileged?
>

/SelfService works flawlessly, we just have a requirement to redirect /me and /selfservice to /SelfService.

> Also - your Apache error log is often more useful to debug these 
> things than the error presented in your browser.
>

I checked the logs first before posting, which tossed this cryptic entry

[Mon Feb 06 15:55:22 2012] [error] Your request path is '/me/' and it doesn't match your Location(Match) '/opt/rt4/share/html/SelfService/'.
This should be due to the configuration error. See perldoc
Plack::Handler::Apache2 for details.

Looking at the perldoc does nothing but leave one even more bewildered.

> -kevin
>
>> here is the meat of our rt.conf
>>
>> <VirtualHost rt.potsdam.edu:443>
>> ... SSL stuff ...
>> Alias /me /SelfService
>> Alias /selfservice /SelfService
>> <Location />
>>         AllowOverride All
>>         Options ExecCGI FollowSymLinks
>>
>>         SetHandler modperl
>>         PerlResponseHandler Plack::Handler::Apache2
>>         PerlSetVar psgi_app /opt/rt4/sbin/rt-server
>>
>>         AuthLDAPURL ldap://xyz.potsdam.edu/o=some_o?uid
>>         AuthLDAPGroupAttribute memberUid
>>         AuthLDAPGroupAttributeIsDN off
>>         AuthName "Tracking System"
>>         AuthType Basic
>>         AuthBasicProvider ldap
>> </Location>
>>
>> <Perl>
>>         use Plack::Handler::Apache2;
>>         Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
>> </Perl>
>> </VirtualHost>
>>
>>
>> /SelfService works but /me results in 'The page you requested could 
>> not be found'
>>
>> Granted this is not a RT issue, just wondering if anyone sees 
>> something wrong or can help / point me in a direction to get this working.
>>
>> -Ron
>>
>> --------
>> RT Training Sessions 
>> (http://bestpractical.com/services/training.html)
>> * Boston  March 5 & 6, 2012
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston - March 5 & 6, 2012

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

From yacketrj at potsdam.edu  Mon Feb  6 17:52:25 2012
From: yacketrj at potsdam.edu (Ronald J Yacketta)
Date: 6 Feb 2012 17:52:25 -0500
Subject: [rt-users] a tad OT,
 need assistance with aliasing /me to /SelfService
In-Reply-To: <31ccc628acb8d4db6cc903e925b96e68.squirrel@bearmail.potsdam.edu>
References: <89366d12c81cc41e45c1514a3b6d1a9a.squirrel@bearmail.potsdam.edu>
	<20120206214803.GE994@jibsheet.com>
	<31ccc628acb8d4db6cc903e925b96e68.squirrel@bearmail.potsdam.edu>
Message-ID: <2e767bcb37d9f1b811769f247ede7712.squirrel@bearmail.potsdam.edu>

>>
>> I know this isn't exactly the answer to your question, but when users
>> log in to RT, they'll be directed to SelfService if they are
>> Unprivileged users.  Are you trying to push Privileged users off to
>> SelfService, and if so, why not just make them Unprivileged?
>>
>
> /SelfService works flawlessly, we just have a requirement to redirect /me
> and /selfservice to /SelfService.
>
>> Also - your Apache error log is often more useful to debug these
>> things than the error presented in your browser.
>>
>
> I checked the logs first before posting, which tossed this cryptic entry
>
> [Mon Feb 06 15:55:22 2012] [error] Your request path is '/me/' and it
> doesn't match your Location(Match) '/opt/rt4/share/html/SelfService/'.
> This should be due to the configuration error. See perldoc
> Plack::Handler::Apache2 for details.
>
That was from a previous attempt before using fastcgi, I am not seeing any
errors in error_log or ssl_error_log. Seeing a bunch of http '200' status
in access_log:

24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] "GET /NoAuth/css/cloud.css
HTTP/1.1" 200 906 "https://rt.potsdam.edu/me" "Mozilla/5.0 (Windows NT
6.1; WOW64) AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77
Safari/535.7"
24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] "GET
/NoAuth/css/aileron-squished-16ded280fbc9be3ce3c3dcff881df9a7.css
HTTP/1.1" 200 75810 "https://rt.potsdam.edu/me" "Mozilla/5.0 (Windows NT
6.1; WOW64) AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77
Safari/535.7"
24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] "GET
/NoAuth/js/squished-6812ec8beec9403a8b720b6be4f3d8c9.js HTTP/1.1" 200
209347 "https://rt.potsdam.edu/me" "Mozilla/5.0 (Windows NT 6.1; WOW64)
AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77 Safari/535.7"
24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] "GET
/NoAuth/css/web2/images/background-gradient.png HTTP/1.1" 200 394
"https://rt.potsdam.edu/me" "Mozilla/5.0 (Windows NT 6.1; WOW64)
AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77 Safari/535.7"
24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] "GET /NoAuth/images/logo.jpg
HTTP/1.1" 200 6403 "https://rt.potsdam.edu/me" "Mozilla/5.0 (Windows NT
6.1; WOW64) AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77
Safari/535.7"
24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] "GET
/NoAuth/css/images/arrows-grey.png HTTP/1.1" 200 256
"https://rt.potsdam.edu/me" "Mozilla/5.0 (Windows NT 6.1; WOW64)
AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77 Safari/535.7"
24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] "GET
/NoAuth/images//bplogo2.gif HTTP/1.1" 200 164 "https://rt.potsdam.edu/me"
"Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/535.7 (KHTML, like Gecko)
Chrome/16.0.912.77 Safari/535.7"
24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] "GET
/NoAuth/css/images/shadow.png HTTP/1.1" 200 1698
"https://rt.potsdam.edu/me" "Mozilla/5.0 (Windows NT 6.1; WOW64)
AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77 Safari/535.7"
24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] "GET
/NoAuth/images/jquery_ui/ui-bg_flat_75_ffffff_40x100.png HTTP/1.1" 200 178
"https://rt.potsdam.edu/me" "Mozilla/5.0 (Windows NT 6.1; WOW64)
AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77 Safari/535.7"
24.59.69.66 - - [06/Feb/2012:17:42:34 -0500] "GET /NoAuth/css/print.css
HTTP/1.1" 200 973 "https://rt.potsdam.edu/me" "Mozilla/5.0 (Windows NT
6.1; WOW64) AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77
Safari/535.7"
24.59.69.66 - - [06/Feb/2012:17:42:34 -0500] "GET
/NoAuth/images/favicon.png HTTP/1.1" 200 335 "-" "Mozilla/5.0 (Windows NT
6.1; WOW64) AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77
Safari/535.7"

From ruz at bestpractical.com  Mon Feb  6 17:54:34 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 7 Feb 2012 02:54:34 +0400
Subject: [rt-users] CustomField input must match formatting in edit
In-Reply-To: <7ECD0C8955ADE149B95716B364B4D58F26CF8BD3E8@EXCCR01.eps.local>
References: <7ECD0C8955ADE149B95716B364B4D58F26CF8BD3E8@EXCCR01.eps.local>
Message-ID: <CAMOxC8vdsgZp+nz0gas4Yh0YRLj3FJ2mwGV5RoEzrWk0H1vC+Q@mail.gmail.com>

Hi,

A screenshot would be helpful.

On Tue, Feb 7, 2012 at 02:46, Brent Wiese <bwiese at elementps.com> wrote:
> I?ve noticed this in both IE and FireFox. I?m running 4.0.4.
>
>
>
> When editing a ticket that has custom fields with validation (mandatory),
> some of them display the ?Input must match?? under the CF name, not the
> entry.
>
>
>
> For example (hopefully this will format right on the listserv), if I have a
> select 1 value dropdown, it will look like this:
>
>
>
> CF Name????????????????????????????????????????????? <<Dropdown box>>
>
> <italics> Select one value
>
> ??????????????????????????????????????????????????????????????? <red
> italics>Input must match [Mandatory]
>
>
>
> In other types of fields, like a text area, it looks like this:
>
>
>
> CF Name
> <<TextArea>>
>
> <italics> Select one value???????????? ??????????????? <<TextArea
> Continued>>
>
>
>
> <red italics>Input must match [Mandatory]
>
>
>
> Actually, it looks like ?select one value? is the only one that formats that
> way, which when I look at it, looks correct/clean. When it?s shifted left,
> to me anyways, it implies the field below, not above, is mandatory.
>
>
>
> I tried monkeying with the CSS to see if I could get it to place right, but
> it didn?t. I?m not sure which is the intended way for it to format, but it?d
> be nice to either be able to change it, or at least have it consistent for
> all field types.
>
>
>
> Maybe a different topic, but while debugging the formatting above, I noticed
> if I use a * in a custom field validation (ie: I want to allow the field to
> contain only digits or be empty, so I modified the regex from ^[\d.]+$ to
> ^[\d.]*$), the validation works, but it doesn?t display the ?Input must
> match?? text at all.
>
>
>
> Thanks!
>
> Brent
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

-- 
Best regards, Ruslan.

From falcone at bestpractical.com  Mon Feb  6 17:56:14 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 6 Feb 2012 17:56:14 -0500
Subject: [rt-users] a tad OT,
 need assistance with aliasing /me to /SelfService
In-Reply-To: <31ccc628acb8d4db6cc903e925b96e68.squirrel@bearmail.potsdam.edu>
References: <89366d12c81cc41e45c1514a3b6d1a9a.squirrel@bearmail.potsdam.edu>
	<20120206214803.GE994@jibsheet.com>
	<31ccc628acb8d4db6cc903e925b96e68.squirrel@bearmail.potsdam.edu>
Message-ID: <20120206225614.GF994@jibsheet.com>

On Mon, Feb 06, 2012 at 05:38:23PM -0500, Ronald J Yacketta wrote:
> >
> > I know this isn't exactly the answer to your question, but when users
> > log in to RT, they'll be directed to SelfService if they are
> > Unprivileged users.  Are you trying to push Privileged users off to
> > SelfService, and if so, why not just make them Unprivileged?
> >
> 
> /SelfService works flawlessly, we just have a requirement to redirect /me
> and /selfservice to /SelfService.

That doesn't actually answer my question.  If your Unprivileged user
logs into RT, RT will issue a redirect to /SelfService.  There's no need
to know about /me or /selfservice since the users just go to the top
level domain.  I'm trying to understand your use case for /me and
/selfservice

> > Also - your Apache error log is often more useful to debug these
> > things than the error presented in your browser.
> 
> I checked the logs first before posting, which tossed this cryptic entry
> 
> [Mon Feb 06 15:55:22 2012] [error] Your request path is '/me/' and it
> doesn't match your Location(Match) '/opt/rt4/share/html/SelfService/'.
> This should be due to the configuration error. See perldoc
> Plack::Handler::Apache2 for details.

Plack apparently doesn't like being reached via something other than
the Location where it is configured (Plack is the library we use to
talk to Apache).

Try issuing a redirect rather than an Alias.

-kevin
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From ruz at bestpractical.com  Mon Feb  6 18:07:59 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 7 Feb 2012 03:07:59 +0400
Subject: [rt-users] Mail Attachment: how to add a link instead of
 sending the file?
In-Reply-To: <4F2FB552.8060801@novasparks.com>
References: <4F2FB552.8060801@novasparks.com>
Message-ID: <CAMOxC8vwB6sHgh2pLTB5+ByVGtoGzzF_TefV5_aMfURKzTDyHA@mail.gmail.com>

http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail

On Mon, Feb 6, 2012 at 15:11, Jacques Foucry
<jacques.foucry at novasparks.com> wrote:
> Hello RT community,
>
> I run RT 3.8.10 on a 6.0.1 Debian with Apache2.
>
> I really new at RT and very bad with perl :-(
>
> Our mail provider does not allow us to sent tar.gz files but some of
> your customer sent .tar.gz files.
>
> RT receive those attachments and try to send them to all AdminCCs. As
> expected, the mail bounce.
>
> So the solution could to not sent the attachment but put a link to this
> attachment is the ticket mail.
>
> But I cannot found any parameters to do that.
>
> I've check the mailing archive with no success to (may be I did see the
> right message).
>
> Help will be really appreciate .
>
> Thanks in advance,
> Jacques Foucry
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From bwiese at ElementPS.com  Mon Feb  6 18:54:51 2012
From: bwiese at ElementPS.com (Brent Wiese)
Date: Mon, 6 Feb 2012 16:54:51 -0700
Subject: [rt-users] CustomField input must match formatting in edit
In-Reply-To: <CAMOxC8vdsgZp+nz0gas4Yh0YRLj3FJ2mwGV5RoEzrWk0H1vC+Q@mail.gmail.com>
References: <7ECD0C8955ADE149B95716B364B4D58F26CF8BD3E8@EXCCR01.eps.local>
	<CAMOxC8vdsgZp+nz0gas4Yh0YRLj3FJ2mwGV5RoEzrWk0H1vC+Q@mail.gmail.com>
Message-ID: <7ECD0C8955ADE149B95716B364B4D58F26CFA0BA82@EXCCR01.eps.local>

Sorry, wasn't sure if a screenshot would come through on the list.

Attached.

       Brent Wiese
        Direct Number: (480) 993-0788
        Mobile Number: (480) 286-6557

-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Monday, February 06, 2012 3:55 PM
To: Brent Wiese
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] CustomField input must match formatting in edit

Hi,

A screenshot would be helpful.

On Tue, Feb 7, 2012 at 02:46, Brent Wiese <bwiese at elementps.com> wrote:
> I?ve noticed this in both IE and FireFox. I?m running 4.0.4.
>
>
>
> When editing a ticket that has custom fields with validation 
> (mandatory), some of them display the ?Input must match?? under the CF 
> name, not the entry.
>
>
>
> For example (hopefully this will format right on the listserv), if I 
> have a select 1 value dropdown, it will look like this:
>
>
>
> CF Name????????????????????????????????????????????? <<Dropdown box>>
>
> <italics> Select one value
>
> ??????????????????????????????????????????????????????????????? <red
> italics>Input must match [Mandatory]
>
>
>
> In other types of fields, like a text area, it looks like this:
>
>
>
> CF Name
> <<TextArea>>
>
> <italics> Select one value???????????? ??????????????? <<TextArea
> Continued>>
>
>
>
> <red italics>Input must match [Mandatory]
>
>
>
> Actually, it looks like ?select one value? is the only one that 
> formats that way, which when I look at it, looks correct/clean. When 
> it?s shifted left, to me anyways, it implies the field below, not above, is mandatory.
>
>
>
> I tried monkeying with the CSS to see if I could get it to place 
> right, but it didn?t. I?m not sure which is the intended way for it to 
> format, but it?d be nice to either be able to change it, or at least 
> have it consistent for all field types.
>
>
>
> Maybe a different topic, but while debugging the formatting above, I 
> noticed if I use a * in a custom field validation (ie: I want to allow 
> the field to contain only digits or be empty, so I modified the regex 
> from ^[\d.]+$ to ^[\d.]*$), the validation works, but it doesn?t 
> display the ?Input must match?? text at all.
>
>
>
> Thanks!
>
> Brent
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

--
Best regards, Ruslan.
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From tjg at soe.ucsc.edu  Tue Feb  7 00:35:38 2012
From: tjg at soe.ucsc.edu (Tim Gustafson)
Date: Mon, 6 Feb 2012 21:35:38 -0800 (PST)
Subject: [rt-users] Importing Tickets and Comments
Message-ID: <355469163.147076.1328592938166.JavaMail.root@mail-01.cse.ucsc.edu>

Hi,

I have an old "other" ticketing system that I'd like to import data from into RT.

I've read this Wiki page:

http://requesttracker.wikia.com/wiki/ManualApprovals

and I've also read this man page:

perldoc RT::Action::CreateTickets

And I get how to import the main ticket itself...but how can I import ticket comments?  The old system has 10 years worth of comments that I'd like to also get into RT.  Is there a way to do this without hacking the database?

-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-
Tim Gustafson                                                tjg at soe.ucsc.edu
Baskin School of Engineering                                     831-459-5354
UC Santa Cruz                                         Baskin Engineering 317B
-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-

From gsollazz at sgul.ac.uk  Tue Feb  7 04:51:39 2012
From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo)
Date: Tue, 07 Feb 2012 09:51:39 +0000
Subject: [rt-users] highlighting tickets with a reply
In-Reply-To: <20120206190201.GB994@jibsheet.com>
References: <4F2FE96C.3060803@sgul.ac.uk> <20120206190201.GB994@jibsheet.com>
Message-ID: <4F30F42B.2090300@sgul.ac.uk>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Hi Kevin,
thanks, that's a great suggestion!

Best regards,
Giuseppe

On 06/02/12 19:02, Kevin Falcone wrote:
> On Mon, Feb 06, 2012 at 02:53:32PM +0000, Giuseppe Sollazzo wrote:
>>
>> a colleague here has asked me a question I'm not totally sure
>> about.
>>
>> He asked: is there any way to highlight a ticket that has
>> received a reply, in any way other than adding the "New" field?
>>
>> What he'd like is roughly a highlighting background to the ticket
>> in the list.
>>
>> Has anyone done anything similar?
>
> You can use the UpdateStatus column. Changing the background
> would require you to use a Callback with RT__Ticket's ColumnMap.
>
> I believe there are several examples of the ColumnMap Callback on
> the wiki for highlighting a ticket with high priority that you
> could work from.
>
> -kevin
>
>
> -------- RT Training Sessions
> (http://bestpractical.com/services/training.html) * Boston ? March
> 5 & 6, 2012

- -- 
____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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From linedancer at gmail.com  Tue Feb  7 06:33:54 2012
From: linedancer at gmail.com (Gary Holmes)
Date: Tue, 7 Feb 2012 11:33:54 +0000
Subject: [rt-users] Fulltext Indexing RT 4.0.4
Message-ID: <CADt9=QZXUu25Cfk-JHFjkT9fAzg6K7PFDDhcw9kqPmZGfuQc_w@mail.gmail.com>

Hello all,

I've setup full text indexing in RT4.0.4 as follows:

- Vanilla install RT 4.0.4 on Ubuntu 10.04 LTS
- MySQL 5.1.61 built from source with mysqlse added
- Sphinx 2.0.3 added using the x86 package from the sphinxsearch.com site
- run /opt/rt4/sbin/rt-setup-fulltext-index etc
As the version of Sphinx had id64 enabled, I had to change the type of the
id field in the AttachmentsIndex to bigint to make it 64 bit. Other than
that, no issues (just a lot of time!!). RT works just fine.

Here are my questions:

- I can run manual searches (using search) and see hits that RT does not (0
tickets found), others work OK.
- A lot of the data we need to search on is in entries that are of type
html not plain text. How can we index those too?

Any clues on how to proceed. If we can sort this, we want to index our own
RT instance and then offer this as a feature to other potential customers.

Thanks,
Gary
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From trs at bestpractical.com  Tue Feb  7 09:26:58 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 07 Feb 2012 09:26:58 -0500
Subject: [rt-users] rt-4.0.5 - How to populate a custom field using a
 web service?
In-Reply-To: <20120206214248.GC994@jibsheet.com>
References: <CAAxD6PN6eHqcJhMa8yumX3QtxczW-Qd5y-R1cta3ZFCQZiug2w@mail.gmail.com>
	<CABoWt8T5UL4gEVpzS=24FLv-G_gSbxShcdogMoc+LxfpQ7FAGQ@mail.gmail.com>
	<F14986A4-7E9A-48DB-B663-97DD0D642E67@gmail.com>
	<3CBE8260-980C-4161-A224-EC072135D281@gmail.com>
	<4F2FDF44.7070301@kickflop.net>
	<CAAxD6PO4cEXv3Z1AtO9me7b5rRj+zG6Wh-PFGvfTEfR86NQrmQ@mail.gmail.com>
	<20120206214248.GC994@jibsheet.com>
Message-ID: <4F3134B2.7030002@bestpractical.com>

On 02/06/2012 04:42 PM, Kevin Falcone wrote:
> This means that you can render content into an iframe using the value
> of the custom field.
> 
> If your user selected "Foo" from a custom field, RT can make a call to
> an external webservice with Foo and some other information and then
> iframe the data into Ticket/Display.html (assuming you don't violate
> any of the security restrictions on iframes).

Custom Fields which include content from a URL don't use an iframe; they
make an ajax request and insert the resulting HTML into the page.
Unlike the iframe approach, the ajax approach requires cross domain
policies to be in place if you're fetching a url on another domain.

To get around the cross-domain restriction, you can either write a shim
residing on the same host as RT that proxies the request/response, or
implement the cross-origin resource sharing headers
(http://en.wikipedia.org/wiki/Cross-Origin_Resource_Sharing).

Thomas

From trs at bestpractical.com  Tue Feb  7 09:29:33 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 07 Feb 2012 09:29:33 -0500
Subject: [rt-users] Importing Tickets and Comments
In-Reply-To: <355469163.147076.1328592938166.JavaMail.root@mail-01.cse.ucsc.edu>
References: <355469163.147076.1328592938166.JavaMail.root@mail-01.cse.ucsc.edu>
Message-ID: <4F31354D.7080300@bestpractical.com>

On 02/07/2012 12:35 AM, Tim Gustafson wrote:
> And I get how to import the main ticket itself...but how can I import
> ticket comments?  The old system has 10 years worth of comments that
> I'd like to also get into RT.  Is there a way to do this without
> hacking the database?

Don't hack the database.  Use RT's Perl API to make tickets and
transactions (comments, replies, etc).  You'll need to be handy with
Perl, but the API is pretty well documented.

Thomas

From rt-users at thefreecat.org  Tue Feb  7 09:44:35 2012
From: rt-users at thefreecat.org (JC Boggio)
Date: Tue, 07 Feb 2012 15:44:35 +0100
Subject: [rt-users] Unassigning tickets does not work
Message-ID: <4F3138D3.30408@thefreecat.org>

Since we upgraded from RT 3.8 to 4.0.4, we can't assign tickets to Nobody anymore.
To anybody else works.

When I give to someuser history says :
"JC Boggio - Given to someuser"

When I try to give to nobody, I get :
"JC Boggio - Not taken"

(These are free translations from french)

Any clues ?

Thanks,

JC

From haim at dimer.org  Tue Feb  7 10:17:20 2012
From: haim at dimer.org (Haim Dimer)
Date: Tue, 7 Feb 2012 16:17:20 +0100
Subject: [rt-users] Abnormal number of groups
Message-ID: <CAGE22x-VMzoCfRtrnR7_ajL4aQom+_+rYvRwE0a71rErRUvsRg@mail.gmail.com>

Hello,

Check this out:

mysql> SELECT COUNT(id) FROM Groups;
+-----------+
| count(id) |
+-----------+
|      4674 |
+-----------+

I don't think this is normal behavior since, as the administrator, I have
not created this many groups (at least not intentionally). I may have an
idea as to where they come from, look at this:

mysql> SELECT COUNT(id) FROM Groups WHERE Domain = "RT::Ticket-Role";
+-----------+
| COUNT(id) |
+-----------+
|      4496 |
+-----------+

We currently have about 1,100 tickets in the database. Every time a ticket
is created, a scrip runs using a template that contains the following code:

--- CUT HERE
my $GroupName = ''Computer Support;

# instantiate a group object
my $addGroupObj = RT::Group->new($RT::SystemUser);
$addGroupObj->LoadUserDefinedGroup($GroupName);
return undef unless $addGroupObj;
my $addGroupMembersObj = $addGroupObj->UserMembersObj;

my $res = '';
# walk through members of group to do stuff
while ( my $userObj = $addGroupMembersObj->Next) {
--- CUT HERE

It seems that my $addGroupObj = RT::Group->new($RT::SystemUser) creates a
real group in the database. Can someone confirm?

I figuredit could be the case so after I'm done with that $addGroupObj, I
tried to clean things up by using

$addGroupObj->Delete();

Here is the error I got in the logs:

[Sun Jan 1 22:50:54 2012] [crit]: Deleting groups violates referential
integrity until we go through and fix this
(/usr/local/rt4/sbin/../lib/RT/Group.pm:627)

I do not believe it's healthy. I need to know if it's really my template
that is causing the issue and if so, how can I gather the email addresses
for each member of an existing group without creating a new one.

I use RT 4.0.4. Thank you for your help.

Ha?m Dimermanas
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From trs at bestpractical.com  Tue Feb  7 10:22:38 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 07 Feb 2012 10:22:38 -0500
Subject: [rt-users] Unassigning tickets does not work
In-Reply-To: <4F3138D3.30408@thefreecat.org>
References: <4F3138D3.30408@thefreecat.org>
Message-ID: <4F3141BE.9080609@bestpractical.com>

On 02/07/2012 09:44 AM, JC Boggio wrote:
> Since we upgraded from RT 3.8 to 4.0.4, we can't assign tickets to
> Nobody anymore.
> To anybody else works.
> 
> When I give to someuser history says :
> "JC Boggio - Given to someuser"
> 
> When I try to give to nobody, I get :
> "JC Boggio - Not taken"
> 
> (These are free translations from french)

What do these queries return?

SELECT * FROM Users WHERE Name='Nobody';

SELECT u.Name, a.id, a.RightName, a.ObjectType,
       a.ObjectId, a.Creator, a.Created
FROM
    ACL a
    join CachedGroupMembers cgm on a.PrincipalId = cgm.GroupId
    join Principals p on p.id = cgm.MemberId
    join Users u on u.id = p.id
WHERE
    a.PrincipalType = 'Group' and u.Name = 'Nobody';

From trs at bestpractical.com  Tue Feb  7 10:24:29 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 07 Feb 2012 10:24:29 -0500
Subject: [rt-users] Abnormal number of groups
In-Reply-To: <CAGE22x-VMzoCfRtrnR7_ajL4aQom+_+rYvRwE0a71rErRUvsRg@mail.gmail.com>
References: <CAGE22x-VMzoCfRtrnR7_ajL4aQom+_+rYvRwE0a71rErRUvsRg@mail.gmail.com>
Message-ID: <4F31422D.7070401@bestpractical.com>

On 02/07/2012 10:17 AM, Haim Dimer wrote:
> Hello,
> 
> Check this out:
> 
> mysql> SELECT COUNT(id) FROM Groups;
> +-----------+
> | count(id) |
> +-----------+
> |      4674 |
> +-----------+
> 
> I don't think this is normal behavior since, as the administrator, I
> have not created this many groups (at least not intentionally). I may
> have an idea as to where they come from, look at this:

The Groups table also contains many internal groups RT uses for access
control.  Don't worry about it.

> We currently have about 1,100 tickets in the database. Every time a
> ticket is created, a scrip runs using a template that contains the
> following code:

Your scrip isn't causing this.  _Don't_ delete groups, however.

> It seems that my $addGroupObj = RT::Group->new($RT::SystemUser) creates
> a real group in the database. Can someone confirm?

No, this just creates an RT::Group object.

Thomas

From adye04 at harris.com  Tue Feb  7 10:20:26 2012
From: adye04 at harris.com (warped)
Date: Tue, 7 Feb 2012 15:20:26 +0000 (UTC)
Subject: [rt-users] Adding Custom Field to QuickCreate
Message-ID: <loom.20120207T161743-519@post.gmane.org>

I am trying to add an additional widget to the dashboard for a password reset
ticket.  We have a custom field called "Customers Name" and I was curious if
anyone knew how to call it in the QuickCreate script?  I copied over the script
and have been modifying it, but I can't figure out what the syntax is for
calling the custom field in the HTML.  Thanks a lot for any help!

From rmouchoux at gmail.com  Tue Feb  7 10:54:20 2012
From: rmouchoux at gmail.com (Ronan MOUCHOUX)
Date: Tue, 7 Feb 2012 16:54:20 +0100
Subject: [rt-users] [RT4] Create a new admin account
Message-ID: <CAMAdw+TUk22HqZeSt12YAeL_4+n-tPkw41jd1Q__JGFhp0DLeA@mail.gmail.com>

Hello,

I'm trying to create from the web interface a new admin account.
As I can't find a way (Tools>Configure>Users|Groups|Queues), I'm wondering
if it is even possible?

I'm sure I'm missing something, but I can't see what...

Thanking you in advance,
Best Regards
Ronan
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From falcone at bestpractical.com  Tue Feb  7 11:05:00 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 7 Feb 2012 11:05:00 -0500
Subject: [rt-users] CustomField input must match formatting in edit
In-Reply-To: <7ECD0C8955ADE149B95716B364B4D58F26CFA0BA82@EXCCR01.eps.local>
References: <7ECD0C8955ADE149B95716B364B4D58F26CF8BD3E8@EXCCR01.eps.local>
	<CAMOxC8vdsgZp+nz0gas4Yh0YRLj3FJ2mwGV5RoEzrWk0H1vC+Q@mail.gmail.com>
	<7ECD0C8955ADE149B95716B364B4D58F26CFA0BA82@EXCCR01.eps.local>
Message-ID: <20120207160500.GG994@jibsheet.com>

On Mon, Feb 06, 2012 at 04:54:51PM -0700, Brent Wiese wrote:
> Sorry, wasn't sure if a screenshot would come through on the list.

The layout of that field could use some loving, it has a CSS class
these days so it should be much easier to do things to it:
cfinvalidfield

> Maybe a different topic, but while debugging the formatting above, I 
> noticed if I use a * in a custom field validation (ie: I want to allow 
> the field to contain only digits or be empty, so I modified the regex 
> from ^[\d.]+$ to ^[\d.]*$), the validation works, but it doesn?t 
> display the ?Input must match?? text at all.

RT decides whether or not display the hint by validating all the CFs
at page render time.  This means that since * matches the empty field,
it doesn't have an error hint to show.

Frankly - it'd probably be a lot better if we just started showing the
Description of Custom Fields as a Hint box on 4.2.

-kevin
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From falcone at bestpractical.com  Tue Feb  7 11:24:59 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 7 Feb 2012 11:24:59 -0500
Subject: [rt-users] [RT4] Create a new admin account
In-Reply-To: <CAMAdw+TUk22HqZeSt12YAeL_4+n-tPkw41jd1Q__JGFhp0DLeA@mail.gmail.com>
References: <CAMAdw+TUk22HqZeSt12YAeL_4+n-tPkw41jd1Q__JGFhp0DLeA@mail.gmail.com>
Message-ID: <20120207162459.GH994@jibsheet.com>

On Tue, Feb 07, 2012 at 04:54:20PM +0100, Ronan MOUCHOUX wrote:
>    I'm trying to create from the web interface a new admin account.
>    As I can't find a way (Tools>Configure>Users|Groups|Queues), I'm wondering if it is even
>    possible?
> 
>    I'm sure I'm missing something, but I can't see what...

You probably want to create an Admins group, grant it a bunch of
rights (possibly SuperUser, but understand what that does) and then
put your admin users in that group.

-kevin
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From rt-users at thefreecat.org  Tue Feb  7 11:35:59 2012
From: rt-users at thefreecat.org (JC Boggio)
Date: Tue, 07 Feb 2012 17:35:59 +0100
Subject: [rt-users] Unassigning tickets does not work
In-Reply-To: <4F3141BE.9080609@bestpractical.com>
References: <4F3138D3.30408@thefreecat.org>
	<4F3141BE.9080609@bestpractical.com>
Message-ID: <4F3152EF.5090202@thefreecat.org>

Thomas,

Le 07/02/2012 16:22, Thomas Sibley a ?crit :
> SELECT * FROM Users WHERE Name='Nobody';

rt3=> SELECT * FROM Users WHERE Name='Nobody';
-[ RECORD 1 ]---------+-----------------------------------------------------------------------------------
id                    | 6
name                  | Nobody
password              | *NO-PASSWORD*
comments              | Do not delete or modify this user. It is integral to RT's internal data structures
signature             |
emailaddress          |
freeformcontactinfo   |
organization          |
realname              | Nobody in particular
nickname              |
lang                  |
emailencoding         |
webencoding           |
externalcontactinfoid |
contactinfosystem     |
externalauthid        |
authsystem            |
gecos                 |
homephone             |
workphone             |
mobilephone           |
pagerphone            |
address1              |
address2              |
city                  |
state                 |
zip                   |
country               |
timezone              |
pgpkey                |
creator               | 1
created               | 2009-04-06 09:31:34
lastupdatedby         | 1
lastupdated           | 2009-04-06 09:31:34
authtoken             |

> SELECT u.Name, a.id, a.RightName, a.ObjectType,
>         a.ObjectId, a.Creator, a.Created
> FROM
>      ACL a
>      join CachedGroupMembers cgm on a.PrincipalId = cgm.GroupId
>      join Principals p on p.id = cgm.MemberId
>      join Users u on u.id = p.id
> WHERE
>      a.PrincipalType = 'Group' and u.Name = 'Nobody';

   name  |  id  |      rightname       | objecttype | objectid | creator | created
--------+------+----------------------+------------+----------+---------+---------
  Nobody |    2 | OwnTicket            | RT::System |        1 |       0 |
  Nobody |    9 | AdminGroup           | RT::Group  |       24 |       0 |
  Nobody |    8 | AdminGroupMembership | RT::Group  |       24 |       0 |
  Nobody |    6 | CreateGroupDashboard | RT::Group  |       24 |       0 |
  Nobody |   13 | DeleteGroupDashboard | RT::Group  |       24 |       0 |
  Nobody |   11 | EditSavedSearches    | RT::Group  |       24 |       0 |
  Nobody |   12 | ModifyGroupDashboard | RT::Group  |       24 |       0 |
  Nobody |   10 | ModifyOwnMembership  | RT::Group  |       24 |       0 |
  Nobody |   14 | SeeGroup             | RT::Group  |       24 |       0 |
  Nobody | 1336 | SeeGroup             | RT::Group  |     3358 |       0 |
  Nobody | 1339 | SeeGroup             | RT::Group  |     3975 |       0 |
  Nobody | 1351 | SeeGroup             | RT::Group  |     4372 |       0 |
  Nobody | 2904 | SeeGroup             | RT::Group  |    66841 |       0 |
  Nobody |   15 | SeeGroupDashboard    | RT::Group  |       24 |       0 |
  Nobody |    5 | ShowSavedSearches    | RT::Group  |       24 |       0 |

From trs at bestpractical.com  Tue Feb  7 11:47:52 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 07 Feb 2012 11:47:52 -0500
Subject: [rt-users] Unassigning tickets does not work
In-Reply-To: <4F3138D3.30408@thefreecat.org>
References: <4F3138D3.30408@thefreecat.org>
Message-ID: <4F3155B8.6090601@bestpractical.com>

On 02/07/2012 09:44 AM, JC Boggio wrote:
> Since we upgraded from RT 3.8 to 4.0.4, we can't assign tickets to
> Nobody anymore.
> To anybody else works.
> 
> When I give to someuser history says :
> "JC Boggio - Given to someuser"
> 
> When I try to give to nobody, I get :
> "JC Boggio - Not taken"
> 
> (These are free translations from french)

A coworker pointed out that the french translation is likely just
incorrect or misleading.  The english for your second transaction is
"Untaken" (meaning you gave up the ticket; RT implements this by making
a Nobody user the owner).

Unless you're seeing problems in the logs, I think you're fine.  Nobody
displays as the Owner in the Basics section of the ticket display page,
right?

Thomas

From bwiese at ElementPS.com  Tue Feb  7 11:54:43 2012
From: bwiese at ElementPS.com (Brent Wiese)
Date: Tue, 7 Feb 2012 09:54:43 -0700
Subject: [rt-users] FW:  CustomField input must match formatting in edit
Message-ID: <7ECD0C8955ADE149B95716B364B4D58F26CFA0BBF4@EXCCR01.eps.local>

> 
> On Mon, Feb 06, 2012 at 04:54:51PM -0700, Brent Wiese wrote:
> > Sorry, wasn't sure if a screenshot would come through on the list.
> 
> The layout of that field could use some loving, it has a CSS class
> these days so it should be much easier to do things to it:
> cfinvalidfield

Yeah, I played a little with that CSS, but since it was inconsistent between different types of fields, and IIRC (yesterday is a blur at this point), that CSS is also used on the create ticket, I was hoping there was another solution or a bug in the modify html page that I was too blind to see that could be corrected. It was a long (and productive thanks to the awesome structure of RT) day of coding.

> > Maybe a different topic, but while debugging the formatting above, I
> > noticed if I use a * in a custom field validation (ie: I want to
> allow
> > the field to contain only digits or be empty, so I modified the regex
> > from ^[\d.]+$ to ^[\d.]*$), the validation works, but it doesn?t
> > display the ?Input must match?? text at all.
> 
> RT decides whether or not display the hint by validating all the CFs at
> page render time.  This means that since * matches the empty field, it
> doesn't have an error hint to show.
> 
> Frankly - it'd probably be a lot better if we just started showing the
> Description of Custom Fields as a Hint box on 4.2.

That makes sense, but it'd be nice if it rendered the comment in the validation regardless of whether it validated the regex. Or, as you suggest, show the CF description.

Thanks again!
Brent

From rt-users at thefreecat.org  Tue Feb  7 14:21:41 2012
From: rt-users at thefreecat.org (JC Boggio)
Date: Tue, 07 Feb 2012 20:21:41 +0100
Subject: [rt-users] Unassigning tickets does not work
In-Reply-To: <4F3155B8.6090601@bestpractical.com>
References: <4F3138D3.30408@thefreecat.org>
	<4F3155B8.6090601@bestpractical.com>
Message-ID: <4F3179C5.7060109@thefreecat.org>

Thomas,

Le 07/02/2012 17:47, Thomas Sibley a ?crit :
> Unless you're seeing problems in the logs, I think you're fine.  Nobody
> displays as the Owner in the Basics section of the ticket display page,
> right?

Nope, still me.

I give the ticket to some coworker :

select * from tickets where id=27155;
   id   | effectiveid | queue |  type  | issuestatement | resolution | owner |                         subject                          | initialpriority | finalpriority | priority | timeestimated | timeworked | status | timeleft | told |       starts        |       started       |         due         |      resolved       | lastupdatedby |     lastupdated     | creator |       created       | disabled
-------+-------------+-------+--------+----------------+------------+-------+----------------------------------------------------------+-----------------+---------------+----------+---------------+------------+--------+----------+------+---------------------+---------------------+---------------------+---------------------+---------------+---------------------+---------+---------------------+----------
  27155 |       27155 |    33 | ticket |              0 |          0 |   104 | [0450757d] **Temps de r?ponse anormal - rca0450757dcpe01 |               0 |             0 |        0 |             0 |          0 | open   |        0 |      | 1970-01-01 00:00:00 | 2012-02-07 13:23:52 | 1970-01-01 00:00:00 | 1970-01-01 00:00:00 |            22 | 2012-02-07 19:13:07 |   19061 | 2012-02-07 13:14:20 |        0

I steal the ticket :

select * from tickets where id=27155;
   id   | effectiveid | queue |  type  | issuestatement | resolution | owner |                         subject                          | initialpriority | finalpriority | priority | timeestimated | timeworked | status | timeleft | told |       starts        |       started       |         due         |      resolved       | lastupdatedby |     lastupdated     | creator |       created       | disabled
-------+-------------+-------+--------+----------------+------------+-------+----------------------------------------------------------+-----------------+---------------+----------+---------------+------------+--------+----------+------+---------------------+---------------------+---------------------+---------------------+---------------+---------------------+---------+---------------------+----------
  27155 |       27155 |    33 | ticket |              0 |          0 |    22 | [0450757d] **Temps de r?ponse anormal - rca0450757dcpe01 |               0 |             0 |        0 |             0 |          0 | open   |        0 |      | 1970-01-01 00:00:00 | 2012-02-07 13:23:52 | 1970-01-01 00:00:00 | 1970-01-01 00:00:00 |            22 | 2012-02-07 19:08:19 |   19061 | 2012-02-07 13:14:20 |        0

I change it to "Nobody in particular" :

select * from tickets where id=27155;
   id   | effectiveid | queue |  type  | issuestatement | resolution | owner |                         subject                          | initialpriority | finalpriority | priority | timeestimated | timeworked | status | timeleft | told |       starts        |       started       |         due         |      resolved       | lastupdatedby |     lastupdated     | creator |       created       | disabled
-------+-------------+-------+--------+----------------+------------+-------+----------------------------------------------------------+-----------------+---------------+----------+---------------+------------+--------+----------+------+---------------------+---------------------+---------------------+---------------------+---------------+---------------------+---------+---------------------+----------
  27155 |       27155 |    33 | ticket |              0 |          0 |    22 | [0450757d] **Temps de r?ponse anormal - rca0450757dcpe01 |               0 |             0 |        0 |             0 |          0 | open   |        0 |      | 1970-01-01 00:00:00 | 2012-02-07 13:23:52 | 1970-01-01 00:00:00 | 1970-01-01 00:00:00 |            22 | 2012-02-07 19:09:34 |   19061 | 2012-02-07 13:14:20 |        0

The yellow "Results" box says :
Intervenant chang? de cat ? Nobody

The history says :
JC BOGGIO - Non pris

Unfortunately, on the box underneath "modify users for ticket 27155", I see myself.
Same thing on "Ticket metadata" page.

And as you see on the query, owner is not 6.

select id,name from users where id in (1,6,22);
  id |   name
----+-----------
   1 | RT_System
   6 | Nobody
  22 | cat

Nothing in /var/log/apache2/error.log

From mfuller at bandtel.com  Tue Feb  7 14:43:50 2012
From: mfuller at bandtel.com (Mark Fuller)
Date: Tue, 7 Feb 2012 14:43:50 -0500
Subject: [rt-users] rt-crontool question
In-Reply-To: <20120203235140.GX5178@jibsheet.com>
References: <bde1f9e86165fe68e4e1e2574156fa2d@mail.gmail.com><20120203190115.GT5178@jibsheet.com><d2e7f1d3f5ca98d7afb2f6a3ed568cd0@mail.gmail.com>
	<20120203235140.GX5178@jibsheet.com>
Message-ID: <e2223e21721d2adbdb7fde6312511263@mail.gmail.com>

Ok I changed everything and still get errors

/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Status
= 'open'" --condition RT::Condition::UntouchedInHours --condition-arg
'1'--action  RT::Action::NotifyGroup --action-arg '$owner'  --template
'21' --transaction  'last'  transaction-type  'Correspond' --verbose >
/var/log/open3daynotifyowner.out

Any ideas the output is the rtcrontool help menu

Mark

From gleach at btisystems.com  Tue Feb  7 14:59:45 2012
From: gleach at btisystems.com (Gerrard Leach)
Date: Tue, 7 Feb 2012 14:59:45 -0500
Subject: [rt-users] Upgraded from 3.8.7 to 4.0.5
Message-ID: <5D3B4820FE8D574AAA09609D5AECF6C205F9AA8CAC@mail.btisystems.com>

Hello,
I am trying to get a simple checkbox setup as a custom field when a ticket is created.

I have selected a type of Select One Value,
But when I choose a Render Type of list and save, I get an error "RenderType could not be set to List."

Has anyone else seen this? Or know how to resolve it?
Thanks
Gerrard
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From falcone at bestpractical.com  Tue Feb  7 15:03:49 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 7 Feb 2012 15:03:49 -0500
Subject: [rt-users] Upgraded from 3.8.7 to 4.0.5
In-Reply-To: <5D3B4820FE8D574AAA09609D5AECF6C205F9AA8CAC@mail.btisystems.com>
References: <5D3B4820FE8D574AAA09609D5AECF6C205F9AA8CAC@mail.btisystems.com>
Message-ID: <20120207200349.GI994@jibsheet.com>

On Tue, Feb 07, 2012 at 02:59:45PM -0500, Gerrard Leach wrote:
>    I am trying to get a simple checkbox setup as a custom field when a ticket is created.
> 
>    I have selected a type of Select One Value,
> 
>    But when I choose a Render Type of list and save, I get an error "RenderType could not be set
>    to List."

What shows up in your apache error logs?

-kevin
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From falcone at bestpractical.com  Tue Feb  7 15:05:11 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 7 Feb 2012 15:05:11 -0500
Subject: [rt-users] rt-crontool question
In-Reply-To: <e2223e21721d2adbdb7fde6312511263@mail.gmail.com>
References: <bde1f9e86165fe68e4e1e2574156fa2d@mail.gmail.com>
	<20120203190115.GT5178@jibsheet.com>
	<d2e7f1d3f5ca98d7afb2f6a3ed568cd0@mail.gmail.com>
	<20120203235140.GX5178@jibsheet.com>
	<e2223e21721d2adbdb7fde6312511263@mail.gmail.com>
Message-ID: <20120207200511.GJ994@jibsheet.com>

On Tue, Feb 07, 2012 at 02:43:50PM -0500, Mark Fuller wrote:
> Ok I changed everything and still get errors
> 
> /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Status
> = 'open'" --condition RT::Condition::UntouchedInHours --condition-arg
> '1'--action  RT::Action::NotifyGroup --action-arg '$owner'  --template

Is there a space between '1' and --action?  If not, the command isn't
seeing the action argument.

I'll also note that I'm not sure what $owner is in your usage above.

-kevin

> '21' --transaction  'last'  transaction-type  'Correspond' --verbose >
> /var/log/open3daynotifyowner.out
> 
> 
> Any ideas the output is the rtcrontool help menu
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From gleach at btisystems.com  Tue Feb  7 15:25:39 2012
From: gleach at btisystems.com (Gerrard Leach)
Date: Tue, 7 Feb 2012 15:25:39 -0500
Subject: [rt-users] Upgraded from 3.8.7 to 4.0.5
In-Reply-To: <20120207200349.GI994@jibsheet.com>
References: <5D3B4820FE8D574AAA09609D5AECF6C205F9AA8CAC@mail.btisystems.com>
	<20120207200349.GI994@jibsheet.com>
Message-ID: <5D3B4820FE8D574AAA09609D5AECF6C205F9AA8D17@mail.btisystems.com>

[Tue Feb  7 20:22:49 2012] [warning]: DBD::mysql::st execute failed: Unknown column 'RenderType' in 'field list' at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 587. (/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm:587) 

[Tue Feb  7 20:22:49 2012] [warning]: RT::Handle=HASH(0x7fba542db0e0) couldn't execute the query 'INSERT INTO CustomFields (RenderType, Pattern, Creator, LastUpdatedBy, LookupType, Type, MaxValues, Repeated, Disabled, ValuesClass, BasedOn, Created, Description, Name, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 600
        DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7fba542db0e0)', 'INSERT INTO CustomFields (RenderType, Pattern, Creator, LastU...', undef, '', 9655, 9655, 'RT::Queue-RT::Ticket', 'Freeform', 1, ...) called at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 350
        DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x7fba542db0e0)', 'CustomFields', 'RenderType', undef, 'Pattern', '', 'Creator', 9655, 'LastUpdatedBy', ...) called at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle/mysql.pm line 36
        DBIx::SearchBuilder::Handle::mysql::Insert('RT::Handle=HASH(0x7fba542db0e0)', 'CustomFields', 'RenderType', undef, 'Pattern', '', 'Creator', 9655, 'LastUpdatedBy', ...) called at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Record.pm line 1292
        DBIx::SearchBuilder::Record::Create('RT::CustomField=HASH(0x7fba5518e6c0)', 'RenderType', undef, 'Creator', 9655, 'Pattern', '', 'LastUpdatedBy', 9655, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 316
        RT::Record::Create('RT::CustomField=HASH(0x7fba5518e6c0)', 'Name', 'SLA', 'Type', 'Freeform', 'RenderType', undef, 'MaxValues', 1, ...) called at /opt/rt4/sbin/../lib/RT/CustomField.pm line 377
        RT::CustomField::Create('RT::CustomField=HASH(0x7fba5518e6c0)', 'Name', 'SLA', 'TypeComposite', 'Freeform-1', 'LookupType', 'RT::Queue-RT::Ticket', 'Description', 'Is the SLA applicable to this ticket', ...) called at /opt/rt4/share/html/Admin/CustomFields/Modify.html line 167
        HTML::Mason::Commands::__ANON__('IncludeContentForValue', '', 'SetEnabled', 1, 'Enabled', 1, 'LinkValueTo', '', 'Pattern', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Component.pm line 135
        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fba54d4a9a0)', 'IncludeContentForValue', '', 'SetEnabled', 1, 'Enabled', 1, 'LinkValueTo', '', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1302
        eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1292
        HTML::Mason::Request::comp(undef, undef, undef, 'IncludeContentForValue', '', 'SetEnabled', 1, 'Enabled', 1, ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 955
        HTML::Mason::Request::call_next('RT::Interface::Web::Request=HASH(0x7fba55219fc8)', 'Pattern', '', 'Update', 'Create', 'id', 'new', 'TypeComposite', 'Freeform-1', ...) called at /opt/rt4/share/html/Admin/autohandler line 49
        HTML::Mason::Commands::__ANON__('IncludeContentForValue', '', 'SetEnabled', 1, 'Enabled', 1, 'LinkValueTo', '', 'Pattern', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Component.pm line 135
        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fba54d33b18)', 'IncludeContentForValue', '', 'SetEnabled', 1, 'Enabled', 1, 'LinkValueTo', '', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1302
        eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1292
        HTML::Mason::Request::comp(undef, undef, undef, 'IncludeContentForValue', '', 'SetEnabled', 1, 'Enabled', 1, ...) called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 548
        RT::Interface::Web::ShowRequestedPage('HASH(0x7fba5523be48)') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 295
        RT::Interface::Web::HandleRequest('HASH(0x7fba5523be48)') called at /opt/rt4/share/html/autohandler line 53
        HTML::Mason::Commands::__ANON__('Pattern', '', 'Update', 'Create', 'id', 'new', 'TypeComposite', 'Freeform-1', 'IncludeContentForValue', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Component.pm line 135
        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fba54321118)', 'Pattern', '', 'Update', 'Create', 'id', 'new', 'TypeComposite', 'Freeform-1', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1297
        eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1292
        HTML::Mason::Request::comp(undef, undef, undef, 'Pattern', '', 'Update', 'Create', 'id', 'new', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 481
        eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 481
        eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 433
        HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x7fba55219fc8)') called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm line 85
        eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm line 85
        HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x7fba55219fc8)') called at /usr/local/share/perl/5.10.1/HTML/Mason/Interp.pm line 342
        HTML::Mason::Interp::exec(undef, undef, 'Pattern', '', 'Update', 'Create', 'id', 'new', 'TypeComposite', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm line 48
        eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm line 48
        HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x7fba481aa990)', 'HTML::Mason::FakeApache=HASH(0x7fba551c7698)', 'HASH(0x7fba5522c6a0)') called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler/Streamy.pm line 52
        HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x7fba5507f2c0)') called at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 255
        RT::Interface::Web::Handler::__ANON__('CODE(0x7fba5507f2c0)') called at /usr/local/share/perl/5.10.1/Plack/Util.pm line 324
        Plack::Util::__ANON__('CODE(0x7fba551c2908)') called at /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 68
        Plack::Handler::Apache2::call_app('Plack::Handler::Apache2', 'Apache2::RequestRec=SCALAR(0x7fba55045a70)', 'CODE(0x7fba481aa768)') called at /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 91
        Plack::Handler::Apache2::handler('Apache2::RequestRec=SCALAR(0x7fba55045a70)') called at -e line 0
        eval {...} called at -e line 0 (/usr/share/perl/5.10/Carp.pm:47)

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, February 07, 2012 3:04 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Upgraded from 3.8.7 to 4.0.5

On Tue, Feb 07, 2012 at 02:59:45PM -0500, Gerrard Leach wrote:
>    I am trying to get a simple checkbox setup as a custom field when a ticket is created.
> 
>    I have selected a type of Select One Value,
> 
>    But when I choose a Render Type of list and save, I get an error "RenderType could not be set
>    to List."

What shows up in your apache error logs?

-kevin

From falcone at bestpractical.com  Tue Feb  7 15:44:09 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 7 Feb 2012 15:44:09 -0500
Subject: [rt-users] Upgraded from 3.8.7 to 4.0.5
In-Reply-To: <5D3B4820FE8D574AAA09609D5AECF6C205F9AA8D17@mail.btisystems.com>
References: <5D3B4820FE8D574AAA09609D5AECF6C205F9AA8CAC@mail.btisystems.com>
	<20120207200349.GI994@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C205F9AA8D17@mail.btisystems.com>
Message-ID: <20120207204409.GK994@jibsheet.com>

On Tue, Feb 07, 2012 at 03:25:39PM -0500, Gerrard Leach wrote:
> [Tue Feb  7 20:22:49 2012] [warning]: DBD::mysql::st execute failed: Unknown column 'RenderType' in 'field list' at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 587. (/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm:587) 

This implies you didn't run the database upgrades referred to in
README and docs/UPGRADING*

If you look back through your notes and logs, what happened when you
ran make upgrade-database?

If you missed that step, you may wish to review the rest of the
documentation to ensure that the other upgrade steps were completed.

-kevin

> [Tue Feb  7 20:22:49 2012] [warning]: RT::Handle=HASH(0x7fba542db0e0) couldn't execute the query 'INSERT INTO CustomFields (RenderType, Pattern, Creator, LastUpdatedBy, LookupType, Type, MaxValues, Repeated, Disabled, ValuesClass, BasedOn, Created, Description, Name, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 600
>         DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7fba542db0e0)', 'INSERT INTO CustomFields (RenderType, Pattern, Creator, LastU...', undef, '', 9655, 9655, 'RT::Queue-RT::Ticket', 'Freeform', 1, ...) called at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 350
>         DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x7fba542db0e0)', 'CustomFields', 'RenderType', undef, 'Pattern', '', 'Creator', 9655, 'LastUpdatedBy', ...) called at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle/mysql.pm line 36
>         DBIx::SearchBuilder::Handle::mysql::Insert('RT::Handle=HASH(0x7fba542db0e0)', 'CustomFields', 'RenderType', undef, 'Pattern', '', 'Creator', 9655, 'LastUpdatedBy', ...) called at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Record.pm line 1292
>         DBIx::SearchBuilder::Record::Create('RT::CustomField=HASH(0x7fba5518e6c0)', 'RenderType', undef, 'Creator', 9655, 'Pattern', '', 'LastUpdatedBy', 9655, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 316
>         RT::Record::Create('RT::CustomField=HASH(0x7fba5518e6c0)', 'Name', 'SLA', 'Type', 'Freeform', 'RenderType', undef, 'MaxValues', 1, ...) called at /opt/rt4/sbin/../lib/RT/CustomField.pm line 377
>         RT::CustomField::Create('RT::CustomField=HASH(0x7fba5518e6c0)', 'Name', 'SLA', 'TypeComposite', 'Freeform-1', 'LookupType', 'RT::Queue-RT::Ticket', 'Description', 'Is the SLA applicable to this ticket', ...) called at /opt/rt4/share/html/Admin/CustomFields/Modify.html line 167
>         HTML::Mason::Commands::__ANON__('IncludeContentForValue', '', 'SetEnabled', 1, 'Enabled', 1, 'LinkValueTo', '', 'Pattern', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Component.pm line 135
>         HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fba54d4a9a0)', 'IncludeContentForValue', '', 'SetEnabled', 1, 'Enabled', 1, 'LinkValueTo', '', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1302
>         eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1292
>         HTML::Mason::Request::comp(undef, undef, undef, 'IncludeContentForValue', '', 'SetEnabled', 1, 'Enabled', 1, ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 955
>         HTML::Mason::Request::call_next('RT::Interface::Web::Request=HASH(0x7fba55219fc8)', 'Pattern', '', 'Update', 'Create', 'id', 'new', 'TypeComposite', 'Freeform-1', ...) called at /opt/rt4/share/html/Admin/autohandler line 49
>         HTML::Mason::Commands::__ANON__('IncludeContentForValue', '', 'SetEnabled', 1, 'Enabled', 1, 'LinkValueTo', '', 'Pattern', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Component.pm line 135
>         HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fba54d33b18)', 'IncludeContentForValue', '', 'SetEnabled', 1, 'Enabled', 1, 'LinkValueTo', '', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1302
>         eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1292
>         HTML::Mason::Request::comp(undef, undef, undef, 'IncludeContentForValue', '', 'SetEnabled', 1, 'Enabled', 1, ...) called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 548
>         RT::Interface::Web::ShowRequestedPage('HASH(0x7fba5523be48)') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 295
>         RT::Interface::Web::HandleRequest('HASH(0x7fba5523be48)') called at /opt/rt4/share/html/autohandler line 53
>         HTML::Mason::Commands::__ANON__('Pattern', '', 'Update', 'Create', 'id', 'new', 'TypeComposite', 'Freeform-1', 'IncludeContentForValue', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Component.pm line 135
>         HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fba54321118)', 'Pattern', '', 'Update', 'Create', 'id', 'new', 'TypeComposite', 'Freeform-1', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1297
>         eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1292
>         HTML::Mason::Request::comp(undef, undef, undef, 'Pattern', '', 'Update', 'Create', 'id', 'new', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 481
>         eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 481
>         eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 433
>         HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x7fba55219fc8)') called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm line 85
>         eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm line 85
>         HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x7fba55219fc8)') called at /usr/local/share/perl/5.10.1/HTML/Mason/Interp.pm line 342
>         HTML::Mason::Interp::exec(undef, undef, 'Pattern', '', 'Update', 'Create', 'id', 'new', 'TypeComposite', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm line 48
>         eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm line 48
>         HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x7fba481aa990)', 'HTML::Mason::FakeApache=HASH(0x7fba551c7698)', 'HASH(0x7fba5522c6a0)') called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler/Streamy.pm line 52
>         HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x7fba5507f2c0)') called at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 255
>         RT::Interface::Web::Handler::__ANON__('CODE(0x7fba5507f2c0)') called at /usr/local/share/perl/5.10.1/Plack/Util.pm line 324
>         Plack::Util::__ANON__('CODE(0x7fba551c2908)') called at /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 68
>         Plack::Handler::Apache2::call_app('Plack::Handler::Apache2', 'Apache2::RequestRec=SCALAR(0x7fba55045a70)', 'CODE(0x7fba481aa768)') called at /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 91
>         Plack::Handler::Apache2::handler('Apache2::RequestRec=SCALAR(0x7fba55045a70)') called at -e line 0
>         eval {...} called at -e line 0 (/usr/share/perl/5.10/Carp.pm:47)
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
> Sent: Tuesday, February 07, 2012 3:04 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Upgraded from 3.8.7 to 4.0.5
> 
> On Tue, Feb 07, 2012 at 02:59:45PM -0500, Gerrard Leach wrote:
> >    I am trying to get a simple checkbox setup as a custom field when a ticket is created.
> > 
> >    I have selected a type of Select One Value,
> > 
> >    But when I choose a Render Type of list and save, I get an error "RenderType could not be set
> >    to List."
> 
> What shows up in your apache error logs?
> 
> -kevin
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
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From gleach at btisystems.com  Tue Feb  7 15:48:48 2012
From: gleach at btisystems.com (Gerrard Leach)
Date: Tue, 7 Feb 2012 15:48:48 -0500
Subject: [rt-users] Upgraded from 3.8.7 to 4.0.5
In-Reply-To: <20120207204409.GK994@jibsheet.com>
References: <5D3B4820FE8D574AAA09609D5AECF6C205F9AA8CAC@mail.btisystems.com>
	<20120207200349.GI994@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C205F9AA8D17@mail.btisystems.com>
	<20120207204409.GK994@jibsheet.com>
Message-ID: <5D3B4820FE8D574AAA09609D5AECF6C205F9AA8D73@mail.btisystems.com>

I reran this script and noticed that it complained about access to the remote MySQL database.
Looked into MySQL, and root isn't accessible from remote users.

Updated root's access from remote machines and reran the script.
Restarted Apache and it is now working

Changed root's access back to local only.

Thanks Kevin
Gerrard

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, February 07, 2012 3:44 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Upgraded from 3.8.7 to 4.0.5

On Tue, Feb 07, 2012 at 03:25:39PM -0500, Gerrard Leach wrote:
> [Tue Feb  7 20:22:49 2012] [warning]: DBD::mysql::st execute failed: 
> Unknown column 'RenderType' in 'field list' at 
> /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 587. 
> (/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm:587)

This implies you didn't run the database upgrades referred to in README and docs/UPGRADING*

If you look back through your notes and logs, what happened when you ran make upgrade-database?

If you missed that step, you may wish to review the rest of the documentation to ensure that the other upgrade steps were completed.

-kevin

> [Tue Feb  7 20:22:49 2012] [warning]: RT::Handle=HASH(0x7fba542db0e0) couldn't execute the query 'INSERT INTO CustomFields (RenderType, Pattern, Creator, LastUpdatedBy, LookupType, Type, MaxValues, Repeated, Disabled, ValuesClass, BasedOn, Created, Description, Name, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 600
>         DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7fba542db0e0)', 'INSERT INTO CustomFields (RenderType, Pattern, Creator, LastU...', undef, '', 9655, 9655, 'RT::Queue-RT::Ticket', 'Freeform', 1, ...) called at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 350
>         DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x7fba542db0e0)', 'CustomFields', 'RenderType', undef, 'Pattern', '', 'Creator', 9655, 'LastUpdatedBy', ...) called at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle/mysql.pm line 36
>         DBIx::SearchBuilder::Handle::mysql::Insert('RT::Handle=HASH(0x7fba542db0e0)', 'CustomFields', 'RenderType', undef, 'Pattern', '', 'Creator', 9655, 'LastUpdatedBy', ...) called at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Record.pm line 1292
>         DBIx::SearchBuilder::Record::Create('RT::CustomField=HASH(0x7fba5518e6c0)', 'RenderType', undef, 'Creator', 9655, 'Pattern', '', 'LastUpdatedBy', 9655, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 316
>         RT::Record::Create('RT::CustomField=HASH(0x7fba5518e6c0)', 'Name', 'SLA', 'Type', 'Freeform', 'RenderType', undef, 'MaxValues', 1, ...) called at /opt/rt4/sbin/../lib/RT/CustomField.pm line 377
>         RT::CustomField::Create('RT::CustomField=HASH(0x7fba5518e6c0)', 'Name', 'SLA', 'TypeComposite', 'Freeform-1', 'LookupType', 'RT::Queue-RT::Ticket', 'Description', 'Is the SLA applicable to this ticket', ...) called at /opt/rt4/share/html/Admin/CustomFields/Modify.html line 167
>         HTML::Mason::Commands::__ANON__('IncludeContentForValue', '', 'SetEnabled', 1, 'Enabled', 1, 'LinkValueTo', '', 'Pattern', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Component.pm line 135
>         HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fba54d4a9a0)', 'IncludeContentForValue', '', 'SetEnabled', 1, 'Enabled', 1, 'LinkValueTo', '', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1302
>         eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1292
>         HTML::Mason::Request::comp(undef, undef, undef, 'IncludeContentForValue', '', 'SetEnabled', 1, 'Enabled', 1, ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 955
>         HTML::Mason::Request::call_next('RT::Interface::Web::Request=HASH(0x7fba55219fc8)', 'Pattern', '', 'Update', 'Create', 'id', 'new', 'TypeComposite', 'Freeform-1', ...) called at /opt/rt4/share/html/Admin/autohandler line 49
>         HTML::Mason::Commands::__ANON__('IncludeContentForValue', '', 'SetEnabled', 1, 'Enabled', 1, 'LinkValueTo', '', 'Pattern', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Component.pm line 135
>         HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fba54d33b18)', 'IncludeContentForValue', '', 'SetEnabled', 1, 'Enabled', 1, 'LinkValueTo', '', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1302
>         eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1292
>         HTML::Mason::Request::comp(undef, undef, undef, 'IncludeContentForValue', '', 'SetEnabled', 1, 'Enabled', 1, ...) called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 548
>         RT::Interface::Web::ShowRequestedPage('HASH(0x7fba5523be48)') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 295
>         RT::Interface::Web::HandleRequest('HASH(0x7fba5523be48)') called at /opt/rt4/share/html/autohandler line 53
>         HTML::Mason::Commands::__ANON__('Pattern', '', 'Update', 'Create', 'id', 'new', 'TypeComposite', 'Freeform-1', 'IncludeContentForValue', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Component.pm line 135
>         HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fba54321118)', 'Pattern', '', 'Update', 'Create', 'id', 'new', 'TypeComposite', 'Freeform-1', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1297
>         eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1292
>         HTML::Mason::Request::comp(undef, undef, undef, 'Pattern', '', 'Update', 'Create', 'id', 'new', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 481
>         eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 481
>         eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 433
>         HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x7fba55219fc8)') called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm line 85
>         eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm line 85
>         HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x7fba55219fc8)') called at /usr/local/share/perl/5.10.1/HTML/Mason/Interp.pm line 342
>         HTML::Mason::Interp::exec(undef, undef, 'Pattern', '', 'Update', 'Create', 'id', 'new', 'TypeComposite', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm line 48
>         eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm line 48
>         HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x7fba481aa990)', 'HTML::Mason::FakeApache=HASH(0x7fba551c7698)', 'HASH(0x7fba5522c6a0)') called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler/Streamy.pm line 52
>         HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x7fba5507f2c0)') called at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 255
>         RT::Interface::Web::Handler::__ANON__('CODE(0x7fba5507f2c0)') called at /usr/local/share/perl/5.10.1/Plack/Util.pm line 324
>         Plack::Util::__ANON__('CODE(0x7fba551c2908)') called at /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 68
>         Plack::Handler::Apache2::call_app('Plack::Handler::Apache2', 'Apache2::RequestRec=SCALAR(0x7fba55045a70)', 'CODE(0x7fba481aa768)') called at /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 91
>         Plack::Handler::Apache2::handler('Apache2::RequestRec=SCALAR(0x7fba55045a70)') called at -e line 0
>         eval {...} called at -e line 0 
> (/usr/share/perl/5.10/Carp.pm:47)
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin 
> Falcone
> Sent: Tuesday, February 07, 2012 3:04 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Upgraded from 3.8.7 to 4.0.5
> 
> On Tue, Feb 07, 2012 at 02:59:45PM -0500, Gerrard Leach wrote:
> >    I am trying to get a simple checkbox setup as a custom field when a ticket is created.
> > 
> >    I have selected a type of Select One Value,
> > 
> >    But when I choose a Render Type of list and save, I get an error "RenderType could not be set
> >    to List."
> 
> What shows up in your apache error logs?
> 
> -kevin
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012

From van.howell at lcu.edu  Tue Feb  7 16:45:49 2012
From: van.howell at lcu.edu (Howell, Van)
Date: Tue, 7 Feb 2012 21:45:49 +0000
Subject: [rt-users] LDAPImport
Message-ID: <84E70F84D007E14BBD13A402719AF27C1583BF5D@SN2PRD0102MB153.prod.exchangelabs.com>

I have installed and configured RT::Extension::LDAPImport and have run a successful test

I have several distribution groups setup in AD and I would like to import users and place them in the same groups in RT.
Like I have AD groups Faculty, Staff, Students, etc
I want to import these users into a Faculty, Staff, Students group in RT.

In my test I used a filter (&(memberOf=CN=Technology,CN=Departments_Groups,CN=Users,DC=xxxxx,DC=xxx,DC=edu))
And I setup a LDAPGroupName, 'Technology'

Is there a way to do this for multiple different groups in the same config?

Van Howell
System Administrator
Lubbock Christian University

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From mfuller at bandtel.com  Tue Feb  7 17:26:19 2012
From: mfuller at bandtel.com (Mark Fuller)
Date: Tue, 7 Feb 2012 17:26:19 -0500
Subject: [rt-users] rt-crontool question
In-Reply-To: <20120207200511.GJ994@jibsheet.com>
References: <bde1f9e86165fe68e4e1e2574156fa2d@mail.gmail.com><20120203190115.GT5178@jibsheet.com><d2e7f1d3f5ca98d7afb2f6a3ed568cd0@mail.gmail.com><20120203235140.GX5178@jibsheet.com><e2223e21721d2adbdb7fde6312511263@mail.gmail.com>
	<20120207200511.GJ994@jibsheet.com>
Message-ID: <e9ecf284b6f8b1fe0a7ce3f8d5067359@mail.gmail.com>

I am trying to get it to notify whoever the owner of the ticket is and
that is from what I can see is the variable for the tickets owner

mark

From falcone at bestpractical.com  Tue Feb  7 17:30:49 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 7 Feb 2012 17:30:49 -0500
Subject: [rt-users] LDAPImport
In-Reply-To: <84E70F84D007E14BBD13A402719AF27C1583BF5D@SN2PRD0102MB153.prod.exchangelabs.com>
References: <84E70F84D007E14BBD13A402719AF27C1583BF5D@SN2PRD0102MB153.prod.exchangelabs.com>
Message-ID: <20120207223049.GL994@jibsheet.com>

On Tue, Feb 07, 2012 at 09:45:49PM +0000, Howell, Van wrote:
>    I have installed and configured RT::Extension::LDAPImport and have run a successful test
> 
>    I have several distribution groups setup in AD and I would like to import users and place them
>    in the same groups in RT.
> 
>    Like I have AD groups Faculty, Staff, Students, etc
> 
>    I want to import these users into a Faculty, Staff, Students group in RT.
> 
>    In my test I used a filter
>    (&(memberOf=CN=Technology,CN=Departments_Groups,CN=Users,DC=xxxxx,DC=xxx,DC=edu))
> 
>    And I setup a LDAPGroupName, `Technology'
> 
>    Is there a way to do this for multiple different groups in the same config?

LDAPGroupName is just a default group to track people who were
imported.  If you want to import groups from AD, you want the part of
the documentation that covers LDAPGroupBase and friends.

-kevin
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From falcone at bestpractical.com  Tue Feb  7 17:32:58 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 7 Feb 2012 17:32:58 -0500
Subject: [rt-users] rt-crontool question
In-Reply-To: <e9ecf284b6f8b1fe0a7ce3f8d5067359@mail.gmail.com>
	<20120207200511.GJ994@jibsheet.com>
Message-ID: <20120207223258.GM994@jibsheet.com>

> > > /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Status
> > > = 'open'" --condition RT::Condition::UntouchedInHours --condition-arg
> > > '1'--action  RT::Action::NotifyGroup --action-arg '$owner'  --template
> > 
> > Is there a space between '1' and --action?  If not, the command isn't
> > seeing the action argument.
> > 
> > I'll also note that I'm not sure what $owner is in your usage above.

> I am trying to get it to notify whoever the owner of the ticket is and
> that is from what I can see is the variable for the tickets owner

That isn't how that action works.  It sounds like you want Notify and
to pass the argument Owner, not $owner.

-kevin
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From adesai at e-squareconsulting.com  Tue Feb  7 18:13:26 2012
From: adesai at e-squareconsulting.com (Axay Desai)
Date: Tue, 7 Feb 2012 23:13:26 +0000 (UTC)
Subject: [rt-users] RT:Extension:ResetPassweord errors out
Message-ID: <loom.20120208T000645-683@post.gmane.org>

I have version 4.0.4. installed.  I am trying to put 
'Reset Password' link on 
the main page by installing plugin 
RT-Extension-ResetPassword-0.04.  
It gives following message during install:
perl Makefile.PL make install
Cannot determine perl version info from 
lib/RT/Extension/ResetPassword.pm
Cannot determine author info from 
lib/RT/Extension/ResetPassword.pm
Cannot determine license info from 
lib/RT/Extension/ResetPassword.pm
Using RT configuration from /opt/rt4/lib/RT.pm:
./html  => /opt/rt4/local/plugins/RT-Extension-ResetPassword/html
./lib   => /opt/rt4/local/plugins/RT-Extension-ResetPassword/lib
Cannot determine perl version info from lib/RT/Extension/ResetPassword.pm
Cannot determine license info from lib/RT/Extension/ResetPassword.pm
Writing Makefile for RT::Extension::ResetPassword
Writing MYMETA.yml and MYMETA.json

I have updated RT_SiteConfig.pm with plugin information.  
When I try to restart 
Apache, i get following error:

[Tue Feb  7 23:03:36 2012] [warning]:   
(in cleanup) Error while loading 
/opt/rt4/sbin/rt-server: Can't locate               
RT/Extension/ResetPassword.pm in @INC (@INC contains: /opt/rt4/sbin/..
/local/lib 
/opt/rt4/sbin/../lib /usr/local/lib/perl5 
/usr/local/share/perl5 
/usr/lib/perl5/vendor_perl /usr/share/perl5/vendor_perl 
/usr/lib/perl5 /u              
sr/share/perl5 . /etc/httpd) at /opt/rt4/sbin/../lib/RT.pm 
line 659. 
(/opt/rt4/sbin/../lib/RT.pm:343)

Any help in this matter is appreciated.  Thanks - Axay

From falcone at bestpractical.com  Tue Feb  7 18:42:25 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 7 Feb 2012 18:42:25 -0500
Subject: [rt-users] RT:Extension:ResetPassweord errors out
In-Reply-To: <loom.20120208T000645-683@post.gmane.org>
References: <loom.20120208T000645-683@post.gmane.org>
Message-ID: <20120207234225.GN994@jibsheet.com>

On Tue, Feb 07, 2012 at 11:13:26PM +0000, Axay Desai wrote:
> I have version 4.0.4. installed.  I am trying to put 
> 'Reset Password' link on 
> the main page by installing plugin 
> RT-Extension-ResetPassword-0.04.  
> It gives following message during install:
> perl Makefile.PL make install

These are actually meant to be two commands
perl Makefile.PL
make install

Try running make install and you should be good.
I've released a 0.05 that corrects the documentation error.

Thanks

-kevin

> Cannot determine perl version info from 
> lib/RT/Extension/ResetPassword.pm
> Cannot determine author info from 
> lib/RT/Extension/ResetPassword.pm
> Cannot determine license info from 
> lib/RT/Extension/ResetPassword.pm
> Using RT configuration from /opt/rt4/lib/RT.pm:
> ./html  => /opt/rt4/local/plugins/RT-Extension-ResetPassword/html
> ./lib   => /opt/rt4/local/plugins/RT-Extension-ResetPassword/lib
> Cannot determine perl version info from lib/RT/Extension/ResetPassword.pm
> Cannot determine license info from lib/RT/Extension/ResetPassword.pm
> Writing Makefile for RT::Extension::ResetPassword
> Writing MYMETA.yml and MYMETA.json
> 
> I have updated RT_SiteConfig.pm with plugin information.  
> When I try to restart 
> Apache, i get following error:
> 
> [Tue Feb  7 23:03:36 2012] [warning]:   
> (in cleanup) Error while loading 
> /opt/rt4/sbin/rt-server: Can't locate               
> RT/Extension/ResetPassword.pm in @INC (@INC contains: /opt/rt4/sbin/..
> /local/lib 
> /opt/rt4/sbin/../lib /usr/local/lib/perl5 
> /usr/local/share/perl5 
> /usr/lib/perl5/vendor_perl /usr/share/perl5/vendor_perl 
> /usr/lib/perl5 /u              
> sr/share/perl5 . /etc/httpd) at /opt/rt4/sbin/../lib/RT.pm 
> line 659. 
> (/opt/rt4/sbin/../lib/RT.pm:343)
> 
> Any help in this matter is appreciated.  Thanks - Axay
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From escort146 at gmail.com  Wed Feb  8 05:32:39 2012
From: escort146 at gmail.com (Pattabi Prasanna)
Date: Wed, 8 Feb 2012 16:02:39 +0530
Subject: [rt-users] Create Approval Ticket based on Custom Field values
Message-ID: <CAHY2KhRo=CpQ9r9vXTTUM_BcYwiBvWBxUx7_H2uCEG-Bi=V1=w@mail.gmail.com>

Hi All,

          I want to create approval tickets based on Custom Field
value selected by the user. For example, there will be Custom Field
Request Type, for certain values chosen by the user, i have to create
tickets for approval.  Kindly provide me the info, on how to do this.

Thanks in advance,
P. Prasanna

From ruz at bestpractical.com  Wed Feb  8 07:06:46 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 8 Feb 2012 16:06:46 +0400
Subject: [rt-users] Create Approval Ticket based on Custom Field values
In-Reply-To: <CAHY2KhRo=CpQ9r9vXTTUM_BcYwiBvWBxUx7_H2uCEG-Bi=V1=w@mail.gmail.com>
References: <CAHY2KhRo=CpQ9r9vXTTUM_BcYwiBvWBxUx7_H2uCEG-Bi=V1=w@mail.gmail.com>
Message-ID: <CAMOxC8skzvhhQHFnBis1QbrMnLVTw5HQCqDviRrvhrSLr1NtJw@mail.gmail.com>

On Wed, Feb 8, 2012 at 14:32, Pattabi Prasanna <escort146 at gmail.com> wrote:
> Hi All,
>
> ? ? ? ? ?I want to create approval tickets based on Custom Field
> value selected by the user. For example, there will be Custom Field
> Request Type, for certain values chosen by the user, i have to create
> tickets for approval. ?Kindly provide me the info, on how to do this.

If you use CreateTickets action to create approvals then in template
you have access to the ticket object and power to execute any perl
code. To help you move forward we need information about what you have
already working and what should be changed depending on Request Type.

>
>
> Thanks in advance,
> P. Prasanna
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From ruz at bestpractical.com  Wed Feb  8 07:24:14 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 8 Feb 2012 16:24:14 +0400
Subject: [rt-users] Adding Custom Field to QuickCreate
In-Reply-To: <loom.20120207T161743-519@post.gmane.org>
References: <loom.20120207T161743-519@post.gmane.org>
Message-ID: <CAMOxC8sooZmFpG2ZEnJY+zm9uhF7Jd32yXfjcNw6rShuZdB3bg@mail.gmail.com>

On Tue, Feb 7, 2012 at 19:20, warped <adye04 at harris.com> wrote:
> I am trying to add an additional widget to the dashboard for a password reset
> ticket. ?We have a custom field called "Customers Name" and I was curious if
> anyone knew how to call it in the QuickCreate script? ?I copied over the script
> and have been modifying it, but I can't figure out what the syntax is for
> calling the custom field in the HTML. ?Thanks a lot for any help!

You have to call share/html/Elements/EditCustomField. Grep RT's code
for examples.

>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From Albert.Shih at obspm.fr  Wed Feb  8 07:34:40 2012
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Wed, 8 Feb 2012 13:34:40 +0100
Subject: [rt-users] bug report
Message-ID: <20120208123440.GC36059@pcjas.obspm.fr>

Hi all, 

A ?small? bug with 

	RT-4.0.4 or RT-4.0.5

with perl package 

	p5-Email-Address-1.89.4

Everything work fine with 

	p5-Email-Address-1.89.2

but with 

	p5-Email-Address-1.89.4

and if (and only if) the From field contain some no-7 bits ascii character
like ??,?,?....? the mail is drop by RT with this kind of message in the
log file

Feb  8 13:16:00 support RT: Use of uninitialized value $From in pattern match (m//) at /usr/local/lib/perl5/site_perl/5.14.2/RT/Interface/Email.pm line 151. (/usr/local/lib/perl5/site_perl/5.14.2/RT/Interface/Email.pm:151)
Feb  8 13:16:00 support RT: Use of uninitialized value $From in pattern match (m//) at /usr/local/lib/perl5/site_perl/5.14.2/RT/Interface/Email.pm line 151. (/usr/local/lib/perl5/site_perl/5.14.2/RT/Interface/Email.pm:151)
Feb  8 13:16:00 support RT: Use of uninitialized value $From in string eq at /usr/local/lib/perl5/site_perl/5.14.2/RT/Interface/Email.pm line 151. (/usr/local/lib/perl5/site_perl/5.14.2/RT/Interface/Email.pm:151)
Feb  8 13:16:00 support RT: Found a ticket ID. It's 3589
Feb  8 13:16:00 support RT: Couldn't find sender's address
(/usr/local/lib/perl5/site_perl/5.14.2/RT/Interface/Email/Auth/MailFrom.pm:71) Feb  8 13:16:00 support RT: Could not record email: Could not load a valid user (/usr/local/share/rt40/html/REST/1.0/NoAuth/mail-gateway:75)

I don't known if the problem come with the package or with RT.

I must say the user have a 7 bits name field in RT database (extract from
LDAP) and 8 bits name fied in the MUA. I known that's suck but it's working
with old version of perl package. 

I'm running RT under FreeBSD.

In meantime I go back to old version of the perl package.

Regards.

JAS
-- 
Albert SHIH
DIO batiment 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:
mer 8 f?v 2012 13:23:49 CET

From ruz at bestpractical.com  Wed Feb  8 07:42:34 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 8 Feb 2012 16:42:34 +0400
Subject: [rt-users] Fulltext Indexing RT 4.0.4
In-Reply-To: <CADt9=QZXUu25Cfk-JHFjkT9fAzg6K7PFDDhcw9kqPmZGfuQc_w@mail.gmail.com>
References: <CADt9=QZXUu25Cfk-JHFjkT9fAzg6K7PFDDhcw9kqPmZGfuQc_w@mail.gmail.com>
Message-ID: <CAMOxC8vzCWuwqvKWUY5o91=ufNyt0gH4tkd8a6Lh3tOGxe4jyg@mail.gmail.com>

On Tue, Feb 7, 2012 at 15:33, Gary Holmes <linedancer at gmail.com> wrote:
> Hello all,
>
> I've setup full text indexing in RT4.0.4 as follows:
>
> - Vanilla install RT 4.0.4 on Ubuntu 10.04 LTS
> - MySQL 5.1.61 built from source with mysqlse added
> - Sphinx 2.0.3 added using the x86 package from the sphinxsearch.com site
> - run?/opt/rt4/sbin/rt-setup-fulltext-index etc
> As the version of Sphinx had id64 enabled, I had to change the type of the
> id field in the AttachmentsIndex to bigint to make it 64 bit. Other than
> that, no issues (just a lot of time!!). RT works just fine.
>
> Here are my questions:
>
> - I can run manual searches (using search) and see hits that RT does not (0
> tickets found), others work OK.
> - A lot of the data we need to search on is in entries that are of type html
> not plain text. How can we index those too?

Take a look inside sbin/rt-fulltext-indexer. It's designed to process
more than text and can be extended with additional functions to
convert any content type to text or any other format that sphinx
supports.

> Any clues on how to proceed. If we can sort this, we want to index our own
> RT instance and then offer this as a feature to other potential customers.
>
> Thanks,
> Gary
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

-- 
Best regards, Ruslan.

From Guy.Jeffery at baesystemsdetica.com  Wed Feb  8 08:07:37 2012
From: Guy.Jeffery at baesystemsdetica.com (Jeffery, Guy)
Date: Wed, 8 Feb 2012 13:07:37 -0000
Subject: [rt-users] How to adjust 'Organization' in 'About me'
References: <E77C8281084EAD49BB7740E547579624010BF769@ukastblkexb01.detica.com>
	<20120202170553.GH5178@jibsheet.com>
Message-ID: <E77C8281084EAD49BB7740E547579624010BF773@ukastblkexb01.detica.com>

Actually, that was rather my point - the ModifySelf right *doesn't* affect this field - users with ModifySelf aren't able to edit the Organisation field (at least in the version I'm running - 3.8.9). 

The other option that appears to exist is a custom field - however, I don't seem to be able add a Custom Field to the 'About me' window either. Any guidance around this as well would be much appreciated!

Thanks in advance,

Guy

________________________________

From: rt-users-bounces at lists.bestpractical.com on behalf of Kevin Falcone
Sent: Thu 02/02/2012 17:05
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] How to adjust 'Organization' in 'About me'

On Thu, Feb 02, 2012 at 12:42:32PM -0000, Jeffery, Guy wrote:
>    Quick question that hopefully is fairly easy to resolve - my users want to be able to adjust
>    their 'Organization' within 'About me' in the Preferences menu.
>
>    Providing 'ModifySelf' privileges to users allows adjustment of every other field on that
>    screen, apart from Organization. What privilege do users need to alter this?
>
>    I'm using RT 3.8.7 and 3.8.9.

ModifySelf is the only right that affects this unfortunately, and it's
an all or nothing right.

You'd need to write some code to restrict what is updated, or you
could use something similar to the LDAPImporter extension to suck in
correct organization data from an up-to-date external source.

-kevin

Please consider the environment before printing this email.

This message should be regarded as confidential. If you have received this email in error please notify the sender and destroy it immediately.

Statements of intent shall only become binding when confirmed in hard copy by an authorised signatory. 

The contents of this email may relate to dealings with other companies under the control of BAE Systems plc details of which can be found at http://www.baesystems.com/Businesses/index.htm.

Detica Limited is a BAE Systems company trading as BAE Systems Detica.
Detica Limited is registered in England and Wales under No: 1337451.
Registered office: Surrey Research Park, Guildford, Surrey, GU2 7YP, England.

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From ruz at bestpractical.com  Wed Feb  8 09:33:02 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 8 Feb 2012 18:33:02 +0400
Subject: [rt-users] How to adjust 'Organization' in 'About me'
In-Reply-To: <E77C8281084EAD49BB7740E547579624010BF773@ukastblkexb01.detica.com>
References: <E77C8281084EAD49BB7740E547579624010BF769@ukastblkexb01.detica.com>
	<20120202170553.GH5178@jibsheet.com>
	<E77C8281084EAD49BB7740E547579624010BF773@ukastblkexb01.detica.com>
Message-ID: <CAMOxC8sKbRCLUamNMCtOUQ4iNNf5xF9uQ5X5DU3MSiG9uJXMag@mail.gmail.com>

Take a look at _OverlayAccessible in lib/RT/User.pm.

On Wed, Feb 8, 2012 at 17:07, Jeffery, Guy
<Guy.Jeffery at baesystemsdetica.com> wrote:
> Actually, that was rather my point - the ModifySelf right *doesn't* affect this field - users with ModifySelf aren't able to edit the Organisation field (at least in the version I'm running - 3.8.9).
>
> The other option that appears to exist is a custom field - however, I don't seem to be able add a Custom Field to the 'About me' window either. Any guidance around this as well would be much appreciated!
>
>
> Thanks in advance,
>
> Guy
>
> ________________________________
>
> From: rt-users-bounces at lists.bestpractical.com on behalf of Kevin Falcone
> Sent: Thu 02/02/2012 17:05
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] How to adjust 'Organization' in 'About me'
>
>
>
> On Thu, Feb 02, 2012 at 12:42:32PM -0000, Jeffery, Guy wrote:
>> ? ?Quick question that hopefully is fairly easy to resolve - my users want to be able to adjust
>> ? ?their 'Organization' within 'About me' in the Preferences menu.
>>
>> ? ?Providing 'ModifySelf' privileges to users allows adjustment of every other field on that
>> ? ?screen, apart from Organization. What privilege do users need to alter this?
>>
>> ? ?I'm using RT 3.8.7 and 3.8.9.
>
> ModifySelf is the only right that affects this unfortunately, and it's
> an all or nothing right.
>
> You'd need to write some code to restrict what is updated, or you
> could use something similar to the LDAPImporter extension to suck in
> correct organization data from an up-to-date external source.
>
> -kevin
>
>
>
> Please consider the environment before printing this email.
>
> This message should be regarded as confidential. If you have received this email in error please notify the sender and destroy it immediately.
>
> Statements of intent shall only become binding when confirmed in hard copy by an authorised signatory.
>
> The contents of this email may relate to dealings with other companies under the control of BAE Systems plc details of which can be found at http://www.baesystems.com/Businesses/index.htm.
>
> Detica Limited is a BAE Systems company trading as BAE Systems Detica.
> Detica Limited is registered in England and Wales under No: 1337451.
> Registered office: Surrey Research Park, Guildford, Surrey, GU2 7YP, England.
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

-- 
Best regards, Ruslan.

From ruz at bestpractical.com  Wed Feb  8 09:35:12 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 8 Feb 2012 18:35:12 +0400
Subject: [rt-users] bug report
In-Reply-To: <20120208123440.GC36059@pcjas.obspm.fr>
References: <20120208123440.GC36059@pcjas.obspm.fr>
Message-ID: <CAMOxC8td1qioPit=q_ms9-dtfX5U-f+U2uz+F2QKQUvsmRRvXQ@mail.gmail.com>

Hi,

Fixed in Email::Address 1.895.

On Wed, Feb 8, 2012 at 16:34, Albert Shih <Albert.Shih at obspm.fr> wrote:
> Hi all,
>
> A ?small? bug with
>
> ? ? ? ?RT-4.0.4 or RT-4.0.5
>
> with perl package
>
> ? ? ? ?p5-Email-Address-1.89.4
>
> Everything work fine with
>
> ? ? ? ?p5-Email-Address-1.89.2
>
> but with
>
> ? ? ? ?p5-Email-Address-1.89.4
>
> and if (and only if) the From field contain some no-7 bits ascii character
> like ??,?,?....? the mail is drop by RT with this kind of message in the
> log file
>
> Feb ?8 13:16:00 support RT: Use of uninitialized value $From in pattern match (m//) at /usr/local/lib/perl5/site_perl/5.14.2/RT/Interface/Email.pm line 151. (/usr/local/lib/perl5/site_perl/5.14.2/RT/Interface/Email.pm:151)
> Feb ?8 13:16:00 support RT: Use of uninitialized value $From in pattern match (m//) at /usr/local/lib/perl5/site_perl/5.14.2/RT/Interface/Email.pm line 151. (/usr/local/lib/perl5/site_perl/5.14.2/RT/Interface/Email.pm:151)
> Feb ?8 13:16:00 support RT: Use of uninitialized value $From in string eq at /usr/local/lib/perl5/site_perl/5.14.2/RT/Interface/Email.pm line 151. (/usr/local/lib/perl5/site_perl/5.14.2/RT/Interface/Email.pm:151)
> Feb ?8 13:16:00 support RT: Found a ticket ID. It's 3589
> Feb ?8 13:16:00 support RT: Couldn't find sender's address
> (/usr/local/lib/perl5/site_perl/5.14.2/RT/Interface/Email/Auth/MailFrom.pm:71) Feb ?8 13:16:00 support RT: Could not record email: Could not load a valid user (/usr/local/share/rt40/html/REST/1.0/NoAuth/mail-gateway:75)
>
> I don't known if the problem come with the package or with RT.
>
> I must say the user have a 7 bits name field in RT database (extract from
> LDAP) and 8 bits name fied in the MUA. I known that's suck but it's working
> with old version of perl package.
>
>
> I'm running RT under FreeBSD.
>
> In meantime I go back to old version of the perl package.
>
> Regards.
>
> JAS
> --
> Albert SHIH
> DIO batiment 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:
> mer 8 f?v 2012 13:23:49 CET
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From Albert.Shih at obspm.fr  Wed Feb  8 09:38:45 2012
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Wed, 8 Feb 2012 15:38:45 +0100
Subject: [rt-users] bug report
In-Reply-To: <CAMOxC8td1qioPit=q_ms9-dtfX5U-f+U2uz+F2QKQUvsmRRvXQ@mail.gmail.com>
References: <20120208123440.GC36059@pcjas.obspm.fr>
	<CAMOxC8td1qioPit=q_ms9-dtfX5U-f+U2uz+F2QKQUvsmRRvXQ@mail.gmail.com>
Message-ID: <20120208143845.GA36425@pcjas.obspm.fr>

 Le 08/02/2012 ? 18:35:12+0400, Ruslan Zakirov a ?crit
> Hi,
> 
> Fixed in Email::Address 1.895.

OK.

You'r very fast ;-)

Best regards.

JAS
-- 
Albert SHIH
DIO batiment 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:
mer 8 f?v 2012 15:38:01 CET

From mfuller at bandtel.com  Wed Feb  8 09:58:24 2012
From: mfuller at bandtel.com (Mark Fuller)
Date: Wed, 8 Feb 2012 09:58:24 -0500
Subject: [rt-users] rt-crontool question
In-Reply-To: <20120207223258.GM994@jibsheet.com>
References: <e9ecf284b6f8b1fe0a7ce3f8d5067359@mail.gmail.com><20120207200511.GJ994@jibsheet.com>
	<20120207223258.GM994@jibsheet.com>
Message-ID: <c7e87282248e4fb83db3e97b8fea517c@mail.gmail.com>

Correct but Owner does not work neither does anything I seem to enter this
is the error with Owner

[error]: 'Owner' is not principal id, group name, user name, user email
address or any email address
(/opt/rt4/bin/../lib/RT/Action/NotifyGroup.pm:131)

Mark

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Tuesday, February 07, 2012 5:33 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] rt-crontool question

> > > /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg
"Status
> > > = 'open'" --condition RT::Condition::UntouchedInHours
--condition-arg
> > > '1'--action  RT::Action::NotifyGroup --action-arg '$owner'
--template
> >
> > Is there a space between '1' and --action?  If not, the command isn't
> > seeing the action argument.
> >
> > I'll also note that I'm not sure what $owner is in your usage above.

> I am trying to get it to notify whoever the owner of the ticket is and
> that is from what I can see is the variable for the tickets owner

That isn't how that action works.  It sounds like you want Notify and
to pass the argument Owner, not $owner.

-kevin

From trs at bestpractical.com  Wed Feb  8 10:18:07 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 08 Feb 2012 10:18:07 -0500
Subject: [rt-users] rt-crontool question
In-Reply-To: <c7e87282248e4fb83db3e97b8fea517c@mail.gmail.com>
References: <e9ecf284b6f8b1fe0a7ce3f8d5067359@mail.gmail.com><20120207200511.GJ994@jibsheet.com>
	<20120207223258.GM994@jibsheet.com>
	<c7e87282248e4fb83db3e97b8fea517c@mail.gmail.com>
Message-ID: <4F32922F.8090305@bestpractical.com>

On 02/08/2012 09:58 AM, Mark Fuller wrote:
> Correct but Owner does not work neither does anything I seem to enter this
> is the error with Owner
> 
> [error]: 'Owner' is not principal id, group name, user name, user email
> address or any email address
> (/opt/rt4/bin/../lib/RT/Action/NotifyGroup.pm:131)

You're still using RT::Action::NotifyGroup.  Kevin suggested you use
RT::Action::Notify, which should take 'Owner'.

>> That isn't how that action works.  It sounds like you want Notify and
>> to pass the argument Owner, not $owner.
>> 
>> -kevin

From Guy.Jeffery at baesystemsdetica.com  Wed Feb  8 10:32:31 2012
From: Guy.Jeffery at baesystemsdetica.com (Jeffery, Guy)
Date: Wed, 8 Feb 2012 15:32:31 -0000
Subject: [rt-users] How to adjust 'Organization' in 'About me'
References: <E77C8281084EAD49BB7740E547579624010BF769@ukastblkexb01.detica.com><20120202170553.GH5178@jibsheet.com><E77C8281084EAD49BB7740E547579624010BF773@ukastblkexb01.detica.com>
	<CAMOxC8sKbRCLUamNMCtOUQ4iNNf5xF9uQ5X5DU3MSiG9uJXMag@mail.gmail.com>
Message-ID: <E77C8281084EAD49BB7740E547579624010BF774@ukastblkexb01.detica.com>

That's brilliant, cheers, I can remove the admin component on the Organization field in User_Overlay.pm.

Thanks again, much appreciated.

________________________________

From: ruslan.zakirov at gmail.com on behalf of Ruslan Zakirov
Sent: Wed 08/02/2012 14:33
To: Jeffery, Guy (UK Gloucester)
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] How to adjust 'Organization' in 'About me'

Take a look at _OverlayAccessible in lib/RT/User.pm.

On Wed, Feb 8, 2012 at 17:07, Jeffery, Guy
<Guy.Jeffery at baesystemsdetica.com> wrote:
> Actually, that was rather my point - the ModifySelf right *doesn't* affect this field - users with ModifySelf aren't able to edit the Organisation field (at least in the version I'm running - 3.8.9).
>
> The other option that appears to exist is a custom field - however, I don't seem to be able add a Custom Field to the 'About me' window either. Any guidance around this as well would be much appreciated!
>
>
> Thanks in advance,
>
> Guy
>
> ________________________________
>
> From: rt-users-bounces at lists.bestpractical.com on behalf of Kevin Falcone
> Sent: Thu 02/02/2012 17:05
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] How to adjust 'Organization' in 'About me'
>
>
>
> On Thu, Feb 02, 2012 at 12:42:32PM -0000, Jeffery, Guy wrote:
>>    Quick question that hopefully is fairly easy to resolve - my users want to be able to adjust
>>    their 'Organization' within 'About me' in the Preferences menu.
>>
>>    Providing 'ModifySelf' privileges to users allows adjustment of every other field on that
>>    screen, apart from Organization. What privilege do users need to alter this?
>>
>>    I'm using RT 3.8.7 and 3.8.9.
>
> ModifySelf is the only right that affects this unfortunately, and it's
> an all or nothing right.
>
> You'd need to write some code to restrict what is updated, or you
> could use something similar to the LDAPImporter extension to suck in
> correct organization data from an up-to-date external source.
>
> -kevin
>
>
>
> Please consider the environment before printing this email.
>
> This message should be regarded as confidential. If you have received this email in error please notify the sender and destroy it immediately.
>
> Statements of intent shall only become binding when confirmed in hard copy by an authorised signatory.
>
> The contents of this email may relate to dealings with other companies under the control of BAE Systems plc details of which can be found at http://www.baesystems.com/Businesses/index.htm.
>
> Detica Limited is a BAE Systems company trading as BAE Systems Detica.
> Detica Limited is registered in England and Wales under No: 1337451.
> Registered office: Surrey Research Park, Guildford, Surrey, GU2 7YP, England.
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston - March 5 & 6, 2012

--
Best regards, Ruslan.

Please consider the environment before printing this email.

This message should be regarded as confidential. If you have received this email in error please notify the sender and destroy it immediately.

Statements of intent shall only become binding when confirmed in hard copy by an authorised signatory. 

The contents of this email may relate to dealings with other companies under the control of BAE Systems plc details of which can be found at http://www.baesystems.com/Businesses/index.htm.

Detica Limited is a BAE Systems company trading as BAE Systems Detica.
Detica Limited is registered in England and Wales under No: 1337451.
Registered office: Surrey Research Park, Guildford, Surrey, GU2 7YP, England.

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From trs at bestpractical.com  Wed Feb  8 10:45:59 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 08 Feb 2012 10:45:59 -0500
Subject: [rt-users] How to adjust 'Organization' in 'About me'
In-Reply-To: <E77C8281084EAD49BB7740E547579624010BF774@ukastblkexb01.detica.com>
References: <E77C8281084EAD49BB7740E547579624010BF769@ukastblkexb01.detica.com><20120202170553.GH5178@jibsheet.com><E77C8281084EAD49BB7740E547579624010BF773@ukastblkexb01.detica.com>
	<CAMOxC8sKbRCLUamNMCtOUQ4iNNf5xF9uQ5X5DU3MSiG9uJXMag@mail.gmail.com>
	<E77C8281084EAD49BB7740E547579624010BF774@ukastblkexb01.detica.com>
Message-ID: <4F3298B7.2040609@bestpractical.com>

On 02/08/2012 10:32 AM, Jeffery, Guy wrote:
> That's brilliant, cheers, I can remove the admin component on the
> Organization field in User_Overlay.pm.

Better yet, modify the accessible properties in your own
/opt/rt3/local/lib/RT/User_Local.pm file:

package RT::User;
use strict;
use warnings;

sub _LocalAccessible {
    {
        Organization => { admin => 0 },
    }
}

# Required to work around a 3.8 quirk
__PACKAGE__->_BuildTableAttributes;

1;

From senior.unix at gmail.com  Wed Feb  8 11:42:21 2012
From: senior.unix at gmail.com (senior.unix)
Date: Wed, 8 Feb 2012 11:42:21 -0500
Subject: [rt-users] could not find component for path MyCalendar
Message-ID: <B092548D-2BDB-4BEE-B1A2-27181763F2C4@gmail.com>

I just installed RT3.8.8 and when I log in I get the following at the "RT at
a glance"
(this is because we're using this as a test bed for RT 4.0.4 migration) :

             could not find component for path 'MyCalendar' 

Here is what it looks like in my RT_SiteConfig.pm :

# Calendar details can be found under
http://cpansearch.perl.org/src/NCHUCHE/RTx-Calendar-0.07/README
Set(@Plugins, qw(RTx::Calendar));
Set($CalendarDisplayOwner, 1);
Set($ICalTicketType, "Data::ICal::Entry::Event");
Set($ICalReminderType ,"Data::ICal::Entry::Todo");
@CalendarPopupFields = ('Status', 'OwnerObj->Name', 'DueObj->ISO');
Set(@Active_MakeClicky, qw(httpurl));
Set(@Plugins, qw(RTx::AssetTracker::System));
Set(@Plugins, qw(RTx::EmailCompletion));
#Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));
Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar
MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]);

Any and all help is greatly appreciated,
Thanks,
Scott
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From ruz at bestpractical.com  Wed Feb  8 11:48:11 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 8 Feb 2012 20:48:11 +0400
Subject: [rt-users] could not find component for path MyCalendar
In-Reply-To: <B092548D-2BDB-4BEE-B1A2-27181763F2C4@gmail.com>
References: <B092548D-2BDB-4BEE-B1A2-27181763F2C4@gmail.com>
Message-ID: <CAMOxC8tpzW12fad=HAxRPnZMEk-YWUhtpeu1a4V0ssNBY6vNrw@mail.gmail.com>

On Wed, Feb 8, 2012 at 20:42, senior.unix <senior.unix at gmail.com> wrote:
> I just installed RT3.8.8 and when I log in I get the following at the "RT at
> a glance"
> (this is because we're using this as a test bed for RT 4.0.4 migration) :
>
> ?????????????could not find component for path 'MyCalendar'
>
> Here is what it looks like in my RT_SiteConfig.pm :
>
> # Calendar details can be found under
> http://cpansearch.perl.org/src/NCHUCHE/RTx-Calendar-0.07/README
> Set(@Plugins, qw(RTx::Calendar));
> Set($CalendarDisplayOwner, 1);
> Set($ICalTicketType, "Data::ICal::Entry::Event");
> Set($ICalReminderType ,"Data::ICal::Entry::Todo");
> @CalendarPopupFields = ('Status', 'OwnerObj->Name', 'DueObj->ISO');
> Set(@Active_MakeClicky, qw(httpurl));
> Set(@Plugins, qw(RTx::AssetTracker::System));
> Set(@Plugins, qw(RTx::EmailCompletion));
> #Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));
> Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar
> MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]);

You need to put all plugins in one place

Set(@Plugins, qw(
   RTx::Calendar
   RT::Extension::Another
    ...other plugins...
));

>
> Any and all help is greatly appreciated,
> Thanks,
> Scott
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

-- 
Best regards, Ruslan.

From senior.unix at gmail.com  Wed Feb  8 12:11:07 2012
From: senior.unix at gmail.com (senior.unix)
Date: Wed, 8 Feb 2012 12:11:07 -0500
Subject: [rt-users] could not find component for path MyCalendar
In-Reply-To: <CAMOxC8tpzW12fad=HAxRPnZMEk-YWUhtpeu1a4V0ssNBY6vNrw@mail.gmail.com>
References: <B092548D-2BDB-4BEE-B1A2-27181763F2C4@gmail.com>
	<CAMOxC8tpzW12fad=HAxRPnZMEk-YWUhtpeu1a4V0ssNBY6vNrw@mail.gmail.com>
Message-ID: <AAC67ED1-5BF4-407B-B7AA-FDF9893B7922@gmail.com>

Thanks Ruslan,

it now looks like :

Set(@Plugins, qw(
 RT::Extension::MergeUsers
 RTx::Calendar
 RTx::EmailCompletion
 RT::Authen::ExternalAuth
));

but unfortunately the problems still persists.

Any and all ideas are greatly sppreciated,
Thanks,
Scott

On Feb 8, 2012, at 11:48 AM, Ruslan Zakirov wrote:

> On Wed, Feb 8, 2012 at 20:42, senior.unix <senior.unix at gmail.com> wrote:
>> I just installed RT3.8.8 and when I log in I get the following at the "RT at
>> a glance"
>> (this is because we're using this as a test bed for RT 4.0.4 migration) :
>> 
>>              could not find component for path 'MyCalendar'
>> 
>> Here is what it looks like in my RT_SiteConfig.pm :
>> 
>> # Calendar details can be found under
>> http://cpansearch.perl.org/src/NCHUCHE/RTx-Calendar-0.07/README
>> Set(@Plugins, qw(RTx::Calendar));
>> Set($CalendarDisplayOwner, 1);
>> Set($ICalTicketType, "Data::ICal::Entry::Event");
>> Set($ICalReminderType ,"Data::ICal::Entry::Todo");
>> @CalendarPopupFields = ('Status', 'OwnerObj->Name', 'DueObj->ISO');
>> Set(@Active_MakeClicky, qw(httpurl));
>> Set(@Plugins, qw(RTx::AssetTracker::System));
>> Set(@Plugins, qw(RTx::EmailCompletion));
>> #Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));
>> Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar
>> MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]);
> 
> 
> You need to put all plugins in one place
> 
> Set(@Plugins, qw(
>   RTx::Calendar
>   RT::Extension::Another
>    ...other plugins...
> ));
> 
>> 
>> Any and all help is greatly appreciated,
>> Thanks,
>> Scott
>> 
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston ? March 5 & 6, 2012
> 
> 
> 
> -- 
> Best regards, Ruslan.

From falcone at bestpractical.com  Wed Feb  8 12:21:49 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 8 Feb 2012 12:21:49 -0500
Subject: [rt-users] could not find component for path MyCalendar
In-Reply-To: <AAC67ED1-5BF4-407B-B7AA-FDF9893B7922@gmail.com>
References: <B092548D-2BDB-4BEE-B1A2-27181763F2C4@gmail.com>
	<CAMOxC8tpzW12fad=HAxRPnZMEk-YWUhtpeu1a4V0ssNBY6vNrw@mail.gmail.com>
	<AAC67ED1-5BF4-407B-B7AA-FDF9893B7922@gmail.com>
Message-ID: <20120208172149.GO994@jibsheet.com>

On Wed, Feb 08, 2012 at 12:11:07PM -0500, senior.unix wrote:
> Thanks Ruslan,
> 
> it now looks like :
> 
> Set(@Plugins, qw(
>  RT::Extension::MergeUsers
>  RTx::Calendar
>  RTx::EmailCompletion
>  RT::Authen::ExternalAuth
> ));
> 
> 
> but unfortunately the problems still persists.

Have you installed the RTx-Calendar extension?  Is it in
/opt/rt3/local/plugins and readable by the webserver?

-kevin

> On Feb 8, 2012, at 11:48 AM, Ruslan Zakirov wrote:
> 
> > On Wed, Feb 8, 2012 at 20:42, senior.unix <senior.unix at gmail.com> wrote:
> >> I just installed RT3.8.8 and when I log in I get the following at the "RT at
> >> a glance"
> >> (this is because we're using this as a test bed for RT 4.0.4 migration) :
> >> 
> >>              could not find component for path 'MyCalendar'
> >> 
> >> Here is what it looks like in my RT_SiteConfig.pm :
> >> 
> >> # Calendar details can be found under
> >> http://cpansearch.perl.org/src/NCHUCHE/RTx-Calendar-0.07/README
> >> Set(@Plugins, qw(RTx::Calendar));
> >> Set($CalendarDisplayOwner, 1);
> >> Set($ICalTicketType, "Data::ICal::Entry::Event");
> >> Set($ICalReminderType ,"Data::ICal::Entry::Todo");
> >> @CalendarPopupFields = ('Status', 'OwnerObj->Name', 'DueObj->ISO');
> >> Set(@Active_MakeClicky, qw(httpurl));
> >> Set(@Plugins, qw(RTx::AssetTracker::System));
> >> Set(@Plugins, qw(RTx::EmailCompletion));
> >> #Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));
> >> Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar
> >> MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]);
> > 
> > 
> > You need to put all plugins in one place
> > 
> > Set(@Plugins, qw(
> >   RTx::Calendar
> >   RT::Extension::Another
> >    ...other plugins...
> > ));
> > 
> >> 
> >> Any and all help is greatly appreciated,
> >> Thanks,
> >> Scott
> >> 
> >> --------
> >> RT Training Sessions (http://bestpractical.com/services/training.html)
> >> * Boston ? March 5 & 6, 2012
> > 
> > 
> > 
> > -- 
> > Best regards, Ruslan.
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
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From senior.unix at gmail.com  Wed Feb  8 12:23:29 2012
From: senior.unix at gmail.com (Scott Gruber (gmail))
Date: Wed, 8 Feb 2012 12:23:29 -0500
Subject: [rt-users] could not find component for path MyCalendar
In-Reply-To: <CAMOxC8tpzW12fad=HAxRPnZMEk-YWUhtpeu1a4V0ssNBY6vNrw@mail.gmail.com>
References: <B092548D-2BDB-4BEE-B1A2-27181763F2C4@gmail.com>
	<CAMOxC8tpzW12fad=HAxRPnZMEk-YWUhtpeu1a4V0ssNBY6vNrw@mail.gmail.com>
Message-ID: <9E4F1F86-D1FE-4CAA-B44B-76762FD14ECC@gmail.com>

Ahhh I stopped and restarted the httpd daemon and it is now working - thanks so much

Scott

On Feb 8, 2012, at 11:48 AM, Ruslan Zakirov <ruz at bestpractical.com> wrote:

> On Wed, Feb 8, 2012 at 20:42, senior.unix <senior.unix at gmail.com> wrote:
>> I just installed RT3.8.8 and when I log in I get the following at the "RT at
>> a glance"
>> (this is because we're using this as a test bed for RT 4.0.4 migration) :
>> 
>>              could not find component for path 'MyCalendar'
>> 
>> Here is what it looks like in my RT_SiteConfig.pm :
>> 
>> # Calendar details can be found under
>> http://cpansearch.perl.org/src/NCHUCHE/RTx-Calendar-0.07/README
>> Set(@Plugins, qw(RTx::Calendar));
>> Set($CalendarDisplayOwner, 1);
>> Set($ICalTicketType, "Data::ICal::Entry::Event");
>> Set($ICalReminderType ,"Data::ICal::Entry::Todo");
>> @CalendarPopupFields = ('Status', 'OwnerObj->Name', 'DueObj->ISO');
>> Set(@Active_MakeClicky, qw(httpurl));
>> Set(@Plugins, qw(RTx::AssetTracker::System));
>> Set(@Plugins, qw(RTx::EmailCompletion));
>> #Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));
>> Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar
>> MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]);
> 
> 
> You need to put all plugins in one place
> 
> Set(@Plugins, qw(
>   RTx::Calendar
>   RT::Extension::Another
>    ...other plugins...
> ));
> 
>> 
>> Any and all help is greatly appreciated,
>> Thanks,
>> Scott
>> 
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston ? March 5 & 6, 2012
> 
> 
> 
> -- 
> Best regards, Ruslan.

From diaulas.castro at intersolution.inf.br  Wed Feb  8 16:54:03 2012
From: diaulas.castro at intersolution.inf.br (Diaulas Castro)
Date: Wed, 8 Feb 2012 21:54:03 +0000
Subject: [rt-users] Cant change Status on single ticket
Message-ID: <3B9178D874F56F47B616AB50C01F7B7701D7996A@GRUPRD8002MB111.lamprd80.prod.outlook.com>

Hello, i don't know if I made mistake but let me explain the environment before.

  I created two Queues (cliente_1, cliente_2)
  Created some custom status (scheduled, started, waiting_customer)

  Made 1 one ticket on each queue, after some tests only on cliente_2 ticket  i noticed that I cant change status anymore, its scheduled now. (Test includes change owner, requestor, status etc)

So I looked at my LifeCycle config and everything looks ok, since the ticket on queue cliente_1 that problem doesn't occur.

Thinking about queue permissions I moved the ticket from cliente_2 to cliente_1 so now I have 2 tickets on same queue.

  The ticket I can change (cliente_1)  tried every possible status change, from resolved to scheduled and after to open, etc. with no problem

  On web interface I don't have any option besides Scheduled(Unchanged)
  On CLI I got this error :

/usr/bin/rt edit 91 set status=open
# Status: You can't change status from 'Scheduled' to 'open'.
# Ticket 91 updated.
id: ticket/91
status: open

rt ls 91
Query:id=91
Ticket Owner Queue    Age   Told Status Requestor Subject
--------------------------------------------------------------------------------
    91 diaul clien  1 day 38 min Schedu allansale Teste com cliente 2  -?? ?? ??

Sorry about my poor English, isn't my native language.

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Inform?tica
Tel.: (55 11) 3443-1472
www.intersolution.inf.br
Oracle Certified Partner

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From diaulas.castro at intersolution.inf.br  Wed Feb  8 17:37:18 2012
From: diaulas.castro at intersolution.inf.br (Diaulas Castro)
Date: Wed, 8 Feb 2012 22:37:18 +0000
Subject: [rt-users] RES: Cant change Status on single ticket
In-Reply-To: <3B9178D874F56F47B616AB50C01F7B7701D7996A@GRUPRD8002MB111.lamprd80.prod.outlook.com>
References: <3B9178D874F56F47B616AB50C01F7B7701D7996A@GRUPRD8002MB111.lamprd80.prod.outlook.com>
Message-ID: <3B9178D874F56F47B616AB50C01F7B7701D79B14@GRUPRD8002MB111.lamprd80.prod.outlook.com>

Sorry, already resolved.
   update Tickets SET Status=scheduled where id = '91';

   Was typo,  Scheduled != scheduled

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Inform?tica
Tel.: (55 11) 3443-1472
www.intersolution.inf.br
Oracle Certified Partner

De: Diaulas Castro
Enviada em: quarta-feira, 8 de fevereiro de 2012 19:54
Para: rt-users at lists.bestpractical.com
Cc: Diaulas Castro
Assunto: Cant change Status on single ticket

Hello, i don't know if I made mistake but let me explain the environment before.

  I created two Queues (cliente_1, cliente_2)
  Created some custom status (scheduled, started, waiting_customer)

  Made 1 one ticket on each queue, after some tests only on cliente_2 ticket  i noticed that I cant change status anymore, its scheduled now. (Test includes change owner, requestor, status etc)

So I looked at my LifeCycle config and everything looks ok, since the ticket on queue cliente_1 that problem doesn't occur.

Thinking about queue permissions I moved the ticket from cliente_2 to cliente_1 so now I have 2 tickets on same queue.

  The ticket I can change (cliente_1)  tried every possible status change, from resolved to scheduled and after to open, etc. with no problem

  On web interface I don't have any option besides Scheduled(Unchanged)
  On CLI I got this error :

/usr/bin/rt edit 91 set status=open
# Status: You can't change status from 'Scheduled' to 'open'.
# Ticket 91 updated.
id: ticket/91
status: open

rt ls 91
Query:id=91
Ticket Owner Queue    Age   Told Status Requestor Subject
--------------------------------------------------------------------------------
    91 diaul clien  1 day 38 min Schedu allansale Teste com cliente 2  -?? ?? ??

Sorry about my poor English, isn't my native language.

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Inform?tica
Tel.: (55 11) 3443-1472
www.intersolution.inf.br<http://www.intersolution.inf.br>
Oracle Certified Partner

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From Gabriele.Valerio at nervianoms.com  Thu Feb  9 04:48:39 2012
From: Gabriele.Valerio at nervianoms.com (Valerio, Gabriele [Nervianoms])
Date: Thu, 9 Feb 2012 10:48:39 +0100
Subject: [rt-users] Multiple instances configuration problems - RT 4.0.4
	on Apache 2 + mod_perl2
In-Reply-To: <4F22B376.2050407@bestpractical.com>
References: <B122845A9100B9498F8921C4F06BEA77056459A5@nermbxs08.nervianoms.com>
	<4F22B376.2050407@bestpractical.com>
Message-ID: <B122845A9100B9498F8921C4F06BEA77056459E5@nermbxs08.nervianoms.com>

Multiple instances under Apache 2 + mod_perl2 worked perfectly for
versions prior RT 4. Does someone managed to make it work also with RT
4?

Thanks,
Gabriele

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas
Sibley
Sent: Friday, January 27, 2012 3:24 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Multiple instances configuration problems - RT
4.0.4 on Apache 2 + mod_perl2

On 01/27/2012 05:11 AM, Valerio, Gabriele [Nervianoms] wrote:
> So my question is: is it possible and how to have more than one RT 4
> instances running under the same apache (a mix of 3.x and 4.x or at
> least all versions 4)?

Not using mod_perl.  It's a design limitation in mod_perl.  Use FastCGI
or reverse proxying instead.
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

From ruz at bestpractical.com  Thu Feb  9 07:11:29 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 9 Feb 2012 16:11:29 +0400
Subject: [rt-users] Multiple instances configuration problems - RT 4.0.4
 on Apache 2 + mod_perl2
In-Reply-To: <B122845A9100B9498F8921C4F06BEA77056459E5@nermbxs08.nervianoms.com>
References: <B122845A9100B9498F8921C4F06BEA77056459A5@nermbxs08.nervianoms.com>
	<4F22B376.2050407@bestpractical.com>
	<B122845A9100B9498F8921C4F06BEA77056459E5@nermbxs08.nervianoms.com>
Message-ID: <CAMOxC8tkJr20mGqos5M6f3q=SqK5buEi5naPqdKP7d9BWiu_wQ@mail.gmail.com>

On Thu, Feb 9, 2012 at 13:48, Valerio, Gabriele [Nervianoms]
<Gabriele.Valerio at nervianoms.com> wrote:
> Multiple instances under Apache 2 + mod_perl2 worked perfectly for
> versions prior RT 4. Does someone managed to make it work also with RT
> 4?

I don't see why the following shouldn't work:

http://requesttracker.wikia.com/wiki/MultipleInstances#mod_perl_2.x

>
> Thanks,
> Gabriele
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas
> Sibley
> Sent: Friday, January 27, 2012 3:24 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Multiple instances configuration problems - RT
> 4.0.4 on Apache 2 + mod_perl2
>
> On 01/27/2012 05:11 AM, Valerio, Gabriele [Nervianoms] wrote:
>> So my question is: is it possible and how to have more than one RT 4
>> instances running under the same apache (a mix of 3.x and 4.x or at
>> least all versions 4)?
>
> Not using mod_perl. ?It's a design limitation in mod_perl. ?Use FastCGI
> or reverse proxying instead.
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From Gabriele.Valerio at nervianoms.com  Thu Feb  9 07:26:12 2012
From: Gabriele.Valerio at nervianoms.com (Valerio, Gabriele [Nervianoms])
Date: Thu, 9 Feb 2012 13:26:12 +0100
Subject: [rt-users] Multiple instances configuration problems - RT 4.0.4
	on Apache 2 + mod_perl2
In-Reply-To: <CAMOxC8tkJr20mGqos5M6f3q=SqK5buEi5naPqdKP7d9BWiu_wQ@mail.gmail.com>
References: <B122845A9100B9498F8921C4F06BEA77056459A5@nermbxs08.nervianoms.com><4F22B376.2050407@bestpractical.com><B122845A9100B9498F8921C4F06BEA77056459E5@nermbxs08.nervianoms.com>
	<CAMOxC8tkJr20mGqos5M6f3q=SqK5buEi5naPqdKP7d9BWiu_wQ@mail.gmail.com>
Message-ID: <B122845A9100B9498F8921C4F06BEA77056459E7@nermbxs08.nervianoms.com>

Ruslan,
With RT 4.0.4 it does not work. First of all there is no webmux.pl file any more. Try, and if you are able to have more than RT 4 instances running on the same server using Apache2 and mod_perl2 please tell me how to do that.

Thanks,
Gabriele

-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Thursday, February 09, 2012 1:11 PM
To: Valerio, Gabriele [Nervianoms]
Cc: Thomas Sibley; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Multiple instances configuration problems - RT 4.0.4 on Apache 2 + mod_perl2

On Thu, Feb 9, 2012 at 13:48, Valerio, Gabriele [Nervianoms]
<Gabriele.Valerio at nervianoms.com> wrote:
> Multiple instances under Apache 2 + mod_perl2 worked perfectly for
> versions prior RT 4. Does someone managed to make it work also with RT
> 4?

I don't see why the following shouldn't work:

http://requesttracker.wikia.com/wiki/MultipleInstances#mod_perl_2.x

>
> Thanks,
> Gabriele
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas
> Sibley
> Sent: Friday, January 27, 2012 3:24 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Multiple instances configuration problems - RT
> 4.0.4 on Apache 2 + mod_perl2
>
> On 01/27/2012 05:11 AM, Valerio, Gabriele [Nervianoms] wrote:
>> So my question is: is it possible and how to have more than one RT 4
>> instances running under the same apache (a mix of 3.x and 4.x or at
>> least all versions 4)?
>
> Not using mod_perl. ?It's a design limitation in mod_perl. ?Use FastCGI
> or reverse proxying instead.
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From martin at uanet.se  Thu Feb  9 07:25:48 2012
From: martin at uanet.se (Martin Petersson)
Date: Thu, 9 Feb 2012 12:25:48 +0000
Subject: [rt-users] One get two emails when sendiing emails to queue
Message-ID: <D534DD0102648E46A890DE6078A3118A013B2A24@Custom2010.hosting2.local>

Hello,

I wonder how to stop RT from sending out two emails?
I get one confirmation message that you have this ticket nr and so on and that's ok but one do also get a message that showing me what I wrote. Can I turn that off somehow?

Med V?nliga H?lsningar/Best Regards
--------------------------------------------------------
Martin Petersson
*: Office +46 (0)522 98028
*: Fax +46 (0)70 25 79 453
*: www.uanet.se<http://www.uanet.se/>

Gustaf Mattssons V?g 2
451 50 Uddevalla
Orgnr: 556702-4095
Styrelsens s?te: Uddevalla
P Please consider the environment before printing this e-mail.

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From ruz at bestpractical.com  Thu Feb  9 07:34:48 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 9 Feb 2012 16:34:48 +0400
Subject: [rt-users] Multiple instances configuration problems - RT 4.0.4
 on Apache 2 + mod_perl2
In-Reply-To: <B122845A9100B9498F8921C4F06BEA77056459E7@nermbxs08.nervianoms.com>
References: <B122845A9100B9498F8921C4F06BEA77056459A5@nermbxs08.nervianoms.com>
	<4F22B376.2050407@bestpractical.com>
	<B122845A9100B9498F8921C4F06BEA77056459E5@nermbxs08.nervianoms.com>
	<CAMOxC8tkJr20mGqos5M6f3q=SqK5buEi5naPqdKP7d9BWiu_wQ@mail.gmail.com>
	<B122845A9100B9498F8921C4F06BEA77056459E7@nermbxs08.nervianoms.com>
Message-ID: <CAMOxC8sa60Lhpo9Brpb6W2Vf_Rac3af1Vquhf3sx9EcAT_3i-g@mail.gmail.com>

On Thu, Feb 9, 2012 at 16:26, Valerio, Gabriele [Nervianoms]
<Gabriele.Valerio at nervianoms.com> wrote:
> Ruslan,
> With RT 4.0.4 it does not work. First of all there is no webmux.pl file any more. Try, and if you are able to have more than RT 4 instances running on the same server using Apache2 and mod_perl2 please tell me how to do that.

Primary thing there is:

PerlOptions +Parent

May be it will work right away or if you drop preload call.

> Thanks,
> Gabriele
>
> -----Original Message-----
> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
> Sent: Thursday, February 09, 2012 1:11 PM
> To: Valerio, Gabriele [Nervianoms]
> Cc: Thomas Sibley; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Multiple instances configuration problems - RT 4.0.4 on Apache 2 + mod_perl2
>
> On Thu, Feb 9, 2012 at 13:48, Valerio, Gabriele [Nervianoms]
> <Gabriele.Valerio at nervianoms.com> wrote:
>> Multiple instances under Apache 2 + mod_perl2 worked perfectly for
>> versions prior RT 4. Does someone managed to make it work also with RT
>> 4?
>
> I don't see why the following shouldn't work:
>
> http://requesttracker.wikia.com/wiki/MultipleInstances#mod_perl_2.x
>
>>
>> Thanks,
>> Gabriele
>>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas
>> Sibley
>> Sent: Friday, January 27, 2012 3:24 PM
>> To: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Multiple instances configuration problems - RT
>> 4.0.4 on Apache 2 + mod_perl2
>>
>> On 01/27/2012 05:11 AM, Valerio, Gabriele [Nervianoms] wrote:
>>> So my question is: is it possible and how to have more than one RT 4
>>> instances running under the same apache (a mix of 3.x and 4.x or at
>>> least all versions 4)?
>>
>> Not using mod_perl. ?It's a design limitation in mod_perl. ?Use FastCGI
>> or reverse proxying instead.
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston ?March 5 & 6, 2012
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston ?March 5 & 6, 2012
>
>
>
> --
> Best regards, Ruslan.
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From Gabriele.Valerio at nervianoms.com  Thu Feb  9 07:43:10 2012
From: Gabriele.Valerio at nervianoms.com (Valerio, Gabriele [Nervianoms])
Date: Thu, 9 Feb 2012 13:43:10 +0100
Subject: [rt-users] Multiple instances configuration problems - RT 4.0.4
	on Apache 2 + mod_perl2
In-Reply-To: <CAMOxC8sa60Lhpo9Brpb6W2Vf_Rac3af1Vquhf3sx9EcAT_3i-g@mail.gmail.com>
References: <B122845A9100B9498F8921C4F06BEA77056459A5@nermbxs08.nervianoms.com><4F22B376.2050407@bestpractical.com><B122845A9100B9498F8921C4F06BEA77056459E5@nermbxs08.nervianoms.com><CAMOxC8tkJr20mGqos5M6f3q=SqK5buEi5naPqdKP7d9BWiu_wQ@mail.gmail.com><B122845A9100B9498F8921C4F06BEA77056459E7@nermbxs08.nervianoms.com>
	<CAMOxC8sa60Lhpo9Brpb6W2Vf_Rac3af1Vquhf3sx9EcAT_3i-g@mail.gmail.com>
Message-ID: <B122845A9100B9498F8921C4F06BEA77056459E8@nermbxs08.nervianoms.com>

I am not sure I understand your suggestions Ruslan. Here is the standard template VirtualHost configuration with RT 4.0.4 (it works for me with ONE RT instance):

<VirtualHost <ip_address>:80>

###         Optional apache logs for RT
         ErrorLog /opt/rt4/var/log/apache2.error
         TransferLog /opt/rt4/var/log/apache2.access
         LogLevel debug
       ServerName <my_server_alias_name>

       AddDefaultCharset UTF-8

       DocumentRoot "/opt/rt4/share/html"

        <Location />
            Order allow,deny
            Allow from all

            SetHandler modperl
            PerlResponseHandler Plack::Handler::Apache2
            PerlSetVar psgi_app /opt/rt4/sbin/rt-server
        </Location>
        <Perl>
            use Plack::Handler::Apache2;
            Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
        </Perl>
</VirtualHost>

What exactly do you suggest to change in order to have it working in multiple RT instances server? Just to add PerlOptions +Parent?

Thank you,
Gabriele

-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Thursday, February 09, 2012 1:35 PM
To: Valerio, Gabriele [Nervianoms]
Cc: Thomas Sibley; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Multiple instances configuration problems - RT 4.0.4 on Apache 2 + mod_perl2

On Thu, Feb 9, 2012 at 16:26, Valerio, Gabriele [Nervianoms]
<Gabriele.Valerio at nervianoms.com> wrote:
> Ruslan,
> With RT 4.0.4 it does not work. First of all there is no webmux.pl file any more. Try, and if you are able to have more than RT 4 instances running on the same server using Apache2 and mod_perl2 please tell me how to do that.

Primary thing there is:

PerlOptions +Parent

May be it will work right away or if you drop preload call.

> Thanks,
> Gabriele
>
> -----Original Message-----
> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
> Sent: Thursday, February 09, 2012 1:11 PM
> To: Valerio, Gabriele [Nervianoms]
> Cc: Thomas Sibley; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Multiple instances configuration problems - RT 4.0.4 on Apache 2 + mod_perl2
>
> On Thu, Feb 9, 2012 at 13:48, Valerio, Gabriele [Nervianoms]
> <Gabriele.Valerio at nervianoms.com> wrote:
>> Multiple instances under Apache 2 + mod_perl2 worked perfectly for
>> versions prior RT 4. Does someone managed to make it work also with RT
>> 4?
>
> I don't see why the following shouldn't work:
>
> http://requesttracker.wikia.com/wiki/MultipleInstances#mod_perl_2.x
>
>>
>> Thanks,
>> Gabriele
>>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas
>> Sibley
>> Sent: Friday, January 27, 2012 3:24 PM
>> To: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Multiple instances configuration problems - RT
>> 4.0.4 on Apache 2 + mod_perl2
>>
>> On 01/27/2012 05:11 AM, Valerio, Gabriele [Nervianoms] wrote:
>>> So my question is: is it possible and how to have more than one RT 4
>>> instances running under the same apache (a mix of 3.x and 4.x or at
>>> least all versions 4)?
>>
>> Not using mod_perl. ?It's a design limitation in mod_perl. ?Use FastCGI
>> or reverse proxying instead.
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston ?March 5 & 6, 2012
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston ?March 5 & 6, 2012
>
>
>
> --
> Best regards, Ruslan.
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From diaulas.castro at intersolution.inf.br  Thu Feb  9 08:11:44 2012
From: diaulas.castro at intersolution.inf.br (Diaulas Castro)
Date: Thu, 9 Feb 2012 13:11:44 +0000
Subject: [rt-users] RES: One get two emails when sending emails to queue
Message-ID: <3B9178D874F56F47B616AB50C01F7B7701D7A905@GRUPRD8002MB111.lamprd80.prod.outlook.com>

I think I didn't understand exactly, RT sends two messages or you got one from RT and another copy exactly?

This Scrip "On Create Autoreply To Requestors"  send the first one about the ticket creation (have ticket nr.) maybe you have another Scrip.
 Look at Scrips with condition "On Create".

Check if the second mail isn't any Cc or Bcc your mail client is redirecting or sending.

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Inform?tica
Tel.: (55 11) 3443-1472
www.intersolution.inf.br
Oracle Certified Partner

De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Martin Petersson
Enviada em: quinta-feira, 9 de fevereiro de 2012 10:26
Para: rt-users at lists.bestpractical.com
Assunto: [rt-users] One get two emails when sendiing emails to queue

Hello,

I wonder how to stop RT from sending out two emails?
I get one confirmation message that you have this ticket nr and so on and that's ok but one do also get a message that showing me what I wrote. Can I turn that off somehow?

Med V?nliga H?lsningar/Best Regards
--------------------------------------------------------
Martin Petersson
*: Office +46 (0)522 98028
*: Fax +46 (0)70 25 79 453
*: www.uanet.se<http://www.uanet.se/>

Gustaf Mattssons V?g 2
451 50 Uddevalla
Orgnr: 556702-4095
Styrelsens s?te: Uddevalla
P Please consider the environment before printing this e-mail.

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From martin at uanet.se  Thu Feb  9 08:26:17 2012
From: martin at uanet.se (Martin Petersson)
Date: Thu, 9 Feb 2012 13:26:17 +0000
Subject: [rt-users] One get two emails when sending emails to queue
In-Reply-To: <3B9178D874F56F47B616AB50C01F7B7701D7A905@GRUPRD8002MB111.lamprd80.prod.outlook.com>
References: <3B9178D874F56F47B616AB50C01F7B7701D7A905@GRUPRD8002MB111.lamprd80.prod.outlook.com>
Message-ID: <D534DD0102648E46A890DE6078A3118A013B2EDE@Custom2010.hosting2.local>

Thank you! :) i had one scrip in swedish, on creation notify everyone. I inactivated the scrip.

Med V?nliga H?lsningar/Best Regards
--------------------------------------------------------
Martin Petersson
*: Office +46 (0)522 98028
*: Fax +46 (0)70 25 79 453
*: www.uanet.se<http://www.uanet.se/>

Gustaf Mattssons V?g 2
451 50 Uddevalla
Orgnr: 556702-4095
Styrelsens s?te: Uddevalla
P Please consider the environment before printing this e-mail.

Fr?n: Diaulas Castro [mailto:diaulas.castro at intersolution.inf.br]
Skickat: den 9 februari 2012 14:12
Till: Martin Petersson; rt-users at lists.bestpractical.com
Kopia: Diaulas Castro
?mne: RES: One get two emails when sending emails to queue

I think I didn't understand exactly, RT sends two messages or you got one from RT and another copy exactly?

This Scrip "On Create Autoreply To Requestors"  send the first one about the ticket creation (have ticket nr.) maybe you have another Scrip.
 Look at Scrips with condition "On Create".

Check if the second mail isn't any Cc or Bcc your mail client is redirecting or sending.

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Inform?tica
Tel.: (55 11) 3443-1472
www.intersolution.inf.br<http://www.intersolution.inf.br>
Oracle Certified Partner

De: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com]<mailto:[mailto:rt-users-bounces at lists.bestpractical.com]> Em nome de Martin Petersson
Enviada em: quinta-feira, 9 de fevereiro de 2012 10:26
Para: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Assunto: [rt-users] One get two emails when sendiing emails to queue

Hello,

I wonder how to stop RT from sending out two emails?
I get one confirmation message that you have this ticket nr and so on and that's ok but one do also get a message that showing me what I wrote. Can I turn that off somehow?

Med V?nliga H?lsningar/Best Regards
--------------------------------------------------------
Martin Petersson
*: Office +46 (0)522 98028
*: Fax +46 (0)70 25 79 453
*: www.uanet.se<http://www.uanet.se/>

Gustaf Mattssons V?g 2
451 50 Uddevalla
Orgnr: 556702-4095
Styrelsens s?te: Uddevalla
P Please consider the environment before printing this e-mail.

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From vance_walsh at concordacademy.org  Thu Feb  9 09:35:13 2012
From: vance_walsh at concordacademy.org (Vance Walsh)
Date: Thu, 09 Feb 2012 09:35:13 -0500
Subject: [rt-users] Offline Edits - 4.0.2
In-Reply-To: <20120206214626.GD994@jibsheet.com>
References: <fc.000f737403242070000f737403242070.3242093@concordacademy.org>
	<20120206214626.GD994@jibsheet.com>
Message-ID: <fc.000f73740324e0c9000f737403242070.324e10f@concordacademy.org>

What he is refering to is he was able to do a search and then be able to
"download" formatted copies of existing tickets to update by clicking the
"Editable text" link in the top right of a search results page.

The Editable text link is no longer there.

---

Vance Walsh
Network and Systems Administrator
Concord Academy - Concord, Mass.

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From lab at pacbell.net  Thu Feb  9 11:18:40 2012
From: lab at pacbell.net (20/20 Lab)
Date: Thu, 09 Feb 2012 08:18:40 -0800
Subject: [rt-users] One get two emails when sendiing emails to queue
In-Reply-To: <D534DD0102648E46A890DE6078A3118A013B2A24@Custom2010.hosting2.local>
References: <D534DD0102648E46A890DE6078A3118A013B2A24@Custom2010.hosting2.local>
Message-ID: <4F33F1E0.2070908@pacbell.net>

Sounds like you have yourself set as the admincc of the queue?  It was 
something I noticed when I started using rt.  Turned it off as we 
started to add more and more users simply because I was getting tons of 
emails about tickets I had nothing to do with.

-Matt

On 02/09/2012 4:25 AM, Martin Petersson wrote:
>
> Hello,
>
> I wonder how to stop RT from sending out two emails?
>
> I get one confirmation message that you have this ticket nr and so on 
> and that's ok but one do also get a message that showing me what I 
> wrote. Can I turn that off somehow?
>
> Med V?nliga H?lsningar/Best Regards
>
> --------------------------------------------------------
>
> Martin Petersson
>
> (:Office +46 (0)522 98028
>
> (:Fax +46 (0)70 25 79 453
>
> ::_www.uanet.se <http://www.uanet.se/>_
>
> Gustaf Mattssons V?g 2
>
> 451 50 Uddevalla
>
> Orgnr: 556702-4095
>
> Styrelsens s?te: Uddevalla
>
> P*Please consider the environment before printing this e-mail.*
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston --- March 5&  6, 2012

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From chrisdrobison at gmail.com  Thu Feb  9 11:42:07 2012
From: chrisdrobison at gmail.com (Chris Robison)
Date: Thu, 9 Feb 2012 09:42:07 -0700
Subject: [rt-users] Email integration
Message-ID: <CACpOGk8-+ASEfVs5Q9GYeDvsNtzQQuUE8DZo5Vrxx3MeACLUmA@mail.gmail.com>

I know that RT has the ability to receive email and append those messages
to tickets. But, from the documentation, it looks like mail has to be going
straight into sendmail, which then a command line tool accesses to read in
messages. Our email is hosted elsewhere and I'd really like to just use POP
or IMAP. Is there a way to have this tool check external mail systems via
POP or IMAP?

Chris
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From van.howell at lcu.edu  Thu Feb  9 12:22:26 2012
From: van.howell at lcu.edu (Howell, Van)
Date: Thu, 9 Feb 2012 17:22:26 +0000
Subject: [rt-users] Email integration
In-Reply-To: <CACpOGk8-+ASEfVs5Q9GYeDvsNtzQQuUE8DZo5Vrxx3MeACLUmA@mail.gmail.com>
References: <CACpOGk8-+ASEfVs5Q9GYeDvsNtzQQuUE8DZo5Vrxx3MeACLUmA@mail.gmail.com>
Message-ID: <84E70F84D007E14BBD13A402719AF27C158686FB@SN2PRD0102MB153.prod.exchangelabs.com>

I'm not an expert in RT, just getting started.
Our mail is hosted at Micro$oft (Live at edu)

I setup an account in our mail system that people send tickets to.
Then I use fetchmail on my RT server to retrieve it from that account.
I have a cron job that gets it every 5 min.

It works for me.
It is documented on the WIKI site.

Van Howell
System Administrator
Lubbock Christian University

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chris Robison
Sent: Thursday, February 09, 2012 10:42 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Email integration

I know that RT has the ability to receive email and append those messages to tickets. But, from the documentation, it looks like mail has to be going straight into sendmail, which then a command line tool accesses to read in messages. Our email is hosted elsewhere and I'd really like to just use POP or IMAP. Is there a way to have this tool check external mail systems via POP or IMAP?

Chris
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From ruz at bestpractical.com  Thu Feb  9 12:35:32 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 9 Feb 2012 21:35:32 +0400
Subject: [rt-users] Email integration
In-Reply-To: <CACpOGk8-+ASEfVs5Q9GYeDvsNtzQQuUE8DZo5Vrxx3MeACLUmA@mail.gmail.com>
References: <CACpOGk8-+ASEfVs5Q9GYeDvsNtzQQuUE8DZo5Vrxx3MeACLUmA@mail.gmail.com>
Message-ID: <CAMOxC8tjdYvnR=JWdLvGkeMYKmCz9EGR1S22GqNSv9sfTQcTuw@mail.gmail.com>

On Thu, Feb 9, 2012 at 20:42, Chris Robison <chrisdrobison at gmail.com> wrote:
> I know that RT has the ability to receive email and append those messages to
> tickets. But, from the documentation, it looks like mail has to be going
> straight into sendmail, which then a command line tool accesses to read in
> messages. Our email is hosted elsewhere and I'd really like to just use POP
> or IMAP. Is there a way to have this tool check external mail systems via
> POP or IMAP?

http://requesttracker.wikia.com/wiki/Fetchmail

>
> Chris
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

-- 
Best regards, Ruslan.

From kenn.crocker at gmail.com  Thu Feb  9 12:37:54 2012
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Thu, 9 Feb 2012 09:37:54 -0800
Subject: [rt-users] One get two emails when sendiing emails to queue
In-Reply-To: <D534DD0102648E46A890DE6078A3118A013B2A24@Custom2010.hosting2.local>
References: <D534DD0102648E46A890DE6078A3118A013B2A24@Custom2010.hosting2.local>
Message-ID: <CAOtpkaii-LBAJxs6SR-XvQWWBCzVt4xKMT4s7qBBLdXcVy_Z-Q@mail.gmail.com>

Martin,

If you notice others getting emails confirming their transaction, then
perhaps you should turn off $NotifyActor in your RT_Siteconfig.pm file.

Kenn

On Thu, Feb 9, 2012 at 4:25 AM, Martin Petersson <martin at uanet.se> wrote:

>  Hello,****
>
> ** **
>
> I wonder how to stop RT from sending out two emails?****
>
> I get one confirmation message that you have this ticket nr and so on and
> that?s ok but one do also get a message that showing me what I wrote. Can I
> turn that off somehow?****
>
> ** **
>
> Med V?nliga H?lsningar/Best Regards****
>
> --------------------------------------------------------****
>
> Martin Petersson****
>
> (: Office +46 (0)522 98028 ****
>
> (: Fax +46 (0)70 25 79 453****
>
> :: *www.uanet.se*
>
> ** **
>
> ** **
>
> Gustaf Mattssons V?g 2****
>
> 451 50 Uddevalla****
>
> Orgnr: 556702-4095****
>
> Styrelsens s?te: Uddevalla****
>
> P *Please consider the environment before printing this e-mail.*****
>
> ** **
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012
>
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From jblaine at kickflop.net  Thu Feb  9 12:39:59 2012
From: jblaine at kickflop.net (Jeff Blaine)
Date: Thu, 09 Feb 2012 12:39:59 -0500
Subject: [rt-users] Bug? TSV data includes HTML br tags
Message-ID: <4F3404EF.5070900@kickflop.net>

RT 3.8.10

Fields of type "Select Multiple" (at least) are exporting
via "Spreadsheet" with an HTML <br/> tag separating
each item selected.

From jblaine at kickflop.net  Thu Feb  9 12:43:38 2012
From: jblaine at kickflop.net (Jeff Blaine)
Date: Thu, 09 Feb 2012 12:43:38 -0500
Subject: [rt-users] Bug? TSV data includes HTML br tags
In-Reply-To: <4F3404EF.5070900@kickflop.net>
References: <4F3404EF.5070900@kickflop.net>
Message-ID: <4F3405CA.3010103@kickflop.net>

On 2/9/2012 12:39 PM, Jeff Blaine wrote:
> RT 3.8.10
>
> Fields of type "Select Multiple" (at least) are exporting
> via "Spreadsheet" with an HTML <br/> tag separating
> each item selected.

Nevermind.  This appears to be a bug in "ScreenResults"
only not Best Practical's code.

From falcone at bestpractical.com  Thu Feb  9 12:51:46 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 9 Feb 2012 12:51:46 -0500
Subject: [rt-users] Offline Edits - 4.0.2
In-Reply-To: <fc.000f73740324e0c9000f737403242070.324e10f@concordacademy.org>
References: <fc.000f737403242070000f737403242070.3242093@concordacademy.org>
	<20120206214626.GD994@jibsheet.com>
	<fc.000f73740324e0c9000f737403242070.324e10f@concordacademy.org>
Message-ID: <20120209175146.GA96259@jibsheet.com>

On Thu, Feb 09, 2012 at 09:35:13AM -0500, Vance Walsh wrote:
>    What he is refering to is he was able to do a search and then be able to "download" formatted
>    copies of existing tickets to update by clicking the "Editable text" link in the top right of
>    a search results page.
>    The Editable text link is no longer there.

Looks like that was removed in
198da6fc83cf9eb5d6857c934da8fee9fe917d27 although the commit message
doesn't refer to why it specifically was removed.

Depending on what your manager was doing, he may be able to replicate
the results with Bulk Update instead.

-kevin
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From jblaine at kickflop.net  Thu Feb  9 13:36:22 2012
From: jblaine at kickflop.net (Jeff Blaine)
Date: Thu, 09 Feb 2012 13:36:22 -0500
Subject: [rt-users] Bug? TSV data includes HTML br tags
In-Reply-To: <4F3405CA.3010103@kickflop.net>
References: <4F3404EF.5070900@kickflop.net> <4F3405CA.3010103@kickflop.net>
Message-ID: <4F341226.8000707@kickflop.net>

Actually, this is maybe a bug in Mason?  If I follow
the code chain:

     push @row, ProcessColumnMapValue ($attr,
                        Arguments => [ $Ticket, 0 ], Escape => 1);

ProcessColumnMapValue() is defined in lib/RT/Interface/Web.pm:

     ...
     return $m->interp->apply_escapes( $value, 'h' ) if $args{'Escape'};
     ...

So it appears apply_escapes() is leaving behind '<br/>' tags?

Has anyone else seen this?

From diaulas.castro at intersolution.inf.br  Thu Feb  9 15:01:12 2012
From: diaulas.castro at intersolution.inf.br (Diaulas Castro)
Date: Thu, 9 Feb 2012 20:01:12 +0000
Subject: [rt-users] RES:  Email integration
In-Reply-To: <84E70F84D007E14BBD13A402719AF27C158686FB@SN2PRD0102MB153.prod.exchangelabs.com>
References: <CACpOGk8-+ASEfVs5Q9GYeDvsNtzQQuUE8DZo5Vrxx3MeACLUmA@mail.gmail.com>
	<84E70F84D007E14BBD13A402719AF27C158686FB@SN2PRD0102MB153.prod.exchangelabs.com>
Message-ID: <3B9178D874F56F47B616AB50C01F7B7701D7B737@GRUPRD8002MB111.lamprd80.prod.outlook.com>

Same here but its Office365 product...  exchange cloud from Microsoft.

One thing to know, my  Exchange don't let me  to send email as another sender, so every mail from rt will be from www-data or apache user (which runs httpd) so you need to configure the generic table on postfix  or  MASQUERADE on sendmail If I don't do this I get this message on mail.log  (Said: 550 5.7.1 Client does not have permissions to send as this sender (in reply to end of DATA command)))

   This problem wont occur when my mail was hosted on gmail servers.

Sample from my generic table on postfix:

root at rt:~# cat /etc/postfix/generic
www-data     ticket at MY.DOMAIN.COM

  Change ticket@ to email address you ran inside fetchmail.

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Inform?tica
Tel.: (55 11) 3443-1472
www.intersolution.inf.br
Oracle Certified Partner

De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Howell, Van
Enviada em: quinta-feira, 9 de fevereiro de 2012 15:22
Para: Chris Robison; rt-users at lists.bestpractical.com
Assunto: Re: [rt-users] Email integration

I'm not an expert in RT, just getting started.
Our mail is hosted at Micro$oft (Live at edu)

I setup an account in our mail system that people send tickets to.
Then I use fetchmail on my RT server to retrieve it from that account.
I have a cron job that gets it every 5 min.

It works for me.
It is documented on the WIKI site.

Van Howell
System Administrator
Lubbock Christian University

From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com]<mailto:[mailto:rt-users-bounces at lists.bestpractical.com]> On Behalf Of Chris Robison
Sent: Thursday, February 09, 2012 10:42 AM
To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: [rt-users] Email integration

I know that RT has the ability to receive email and append those messages to tickets. But, from the documentation, it looks like mail has to be going straight into sendmail, which then a command line tool accesses to read in messages. Our email is hosted elsewhere and I'd really like to just use POP or IMAP. Is there a way to have this tool check external mail systems via POP or IMAP?

Chris
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From glamorous_gujju at hotmail.com  Thu Feb  9 15:34:17 2012
From: glamorous_gujju at hotmail.com (Yaj Tap)
Date: Fri, 10 Feb 2012 02:04:17 +0530
Subject: [rt-users] Sendmail - Sender address rejected: Domain not found
In-Reply-To: <20110614192842.GV912@jibsheet.com>
References: <SNT102-W3246D52848BEB0AB7E2E1084690@phx.gbl>,
	<CE29FAAF3C734A43B4D620A517E393FE97FDED@WIN03.ad.deltamanagement.se>,
	<SNT102-W25B9D5C87B6C20979ECED084680@phx.gbl>,
	<20110614192842.GV912@jibsheet.com>
Message-ID: <SNT102-W169BA7EAC805D8B7E132F3847B0@phx.gbl>

Can anyone help with this? 

We are getting <apache at rt.domain.com>: Sender address rejected: Domain not found error

If you need more info, please let me know.

Thank you.

> Date: Tue, 14 Jun 2011 15:28:42 -0400
> From: falcone at bestpractical.com
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Sendmail - Sender address rejected: Domain not found
> 
> On Tue, Jun 14, 2011 at 04:53:05PM +0530, Yaj Tap wrote:
> >    Hi Johan,
> > 
> >    Actually, This machine is a clone of the one of the RT that we have. And that RT
> >    got [1]apache at rt.domain.com address (which is working fine) but this one should be
> >    [2]apache at rt02.domain.com (I think??)
> 
> Check that 02.domain.com is actually a valid domain outside your
> firewall. Since you're obfuscating, we can't check for you.
> 
> Your error message says that relay-ex2.cch.ca believes that
> apache at rt.domain.com is invalid.
> 
> -kevin
> 
> >    It is working fine but just for some sub-domain email addresses it throws up error with
> >    [3]apache at rt.domain.com
> > 
> >    I checked apache configuration and other places where it could have wrong info but everything
> >    is fine. Not sure how this can be corrected. Sorry for the incorrect info in my previous
> >    email.
> > 
> >    Thanks for your help.
> > 
> > 
> > 
> > 
> > 
> > 
> > 
> >    ----------------------------------------------------------------------------------------------
> > 
> >    From: Johan.Sjoberg at deltamanagement.se
> >    To: rt-users at lists.bestpractical.com
> >    Date: Mon, 13 Jun 2011 21:12:07 +0000
> >    Subject: Re: [rt-users] Sendmail - Sender address rejected: Domain not found
> > 
> >    Hi.
> > 
> > 
> > 
> >    The address you are sending from is deferred in the recipient*s mail server, because the
> >    domain does not exist. Do you have a MX record for the sender domain?
> > 
> > 
> > 
> >    /Johan
> > 
> > 
> > 
> >    From: rt-users-bounces at lists.bestpractical.com
> >    [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yaj Tap
> >    Sent: den 13 juni 2011 22:12
> >    To: rt-users at lists.bestpractical.com
> >    Subject: [rt-users] Sendmail - Sender address rejected: Domain not found
> > 
> > 
> > 
> >    Hi All,
> > 
> >    We are encountering a issue with sendmail in RT. Following is the maillog from the /var/log
> > 
> >    Sendmail [102342]: psfafEADaAd: to=<[4]mary at cch.ca, delay=02:00:29, xdelay=00:00:02,
> >    mailer=esmtp, pri=79782, relay=relay-ex2.cch.ca. [IP Address], dsn=4.1.8, stat-Defferred: 450
> >    4.1.8 <apache at rt.domain.com>: Sender address reject: Domain not found
> > 
> >    We are suspecting it is a issue of sending emails to subdomain email addresses. Meaning emails
> >    to [5]abc at xyz.com will go out and but sometimes emails with [6]abc at lmn.xyz.com are not going
> >    out. We could be wrong...problem could be somewhere else.
> > 
> >    Any help will be really appreciated.
> > 
> >    Thank you.
> > 
> > References
> > 
> >    Visible links
> >    1. mailto:apache at rt.domain.com
> >    2. mailto:apache at rt02.domain.com
> >    3. mailto:apache at rt.domain.com
> >    4. file:///Users/falcone/tmp/mailto:mary at cch.ca,%20delay=02:00:29,%20xdelay=00:00:02,%20mailer=esmtp,%20pri=79782,%20relay=relay-ex2.cch.ca.%20[IP%20Address],%20dsn=4.1.8,%20stat-Defferred:%20450%204.1.8%20%3Capache at rt.domain.com
> >    5. mailto:abc at xyz.com
> >    6. mailto:abc at lmn.xyz.com

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From falcone at bestpractical.com  Thu Feb  9 15:57:32 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 9 Feb 2012 15:57:32 -0500
Subject: [rt-users] Sendmail - Sender address rejected: Domain not found
In-Reply-To: <SNT102-W169BA7EAC805D8B7E132F3847B0@phx.gbl>
References: <SNT102-W3246D52848BEB0AB7E2E1084690@phx.gbl>
	<CE29FAAF3C734A43B4D620A517E393FE97FDED@WIN03.ad.deltamanagement.se>
	<SNT102-W25B9D5C87B6C20979ECED084680@phx.gbl>
	<20110614192842.GV912@jibsheet.com>
	<SNT102-W169BA7EAC805D8B7E132F3847B0@phx.gbl>
Message-ID: <20120209205732.GB96259@jibsheet.com>

On Fri, Feb 10, 2012 at 02:04:17AM +0530, Yaj Tap wrote:
>    Can anyone help with this?
> 
>    We are getting <apache at rt.domain.com>: Sender address rejected: Domain not found error

As I replied earlier:

>    > Check that 02.domain.com is actually a valid domain outside your
>    > firewall. Since you're obfuscating, we can't check for you.
>    >
>    > Your error message says that relay-ex2.cch.ca believes that
>    > apache at rt.domain.com is invalid.

You're sending mail from an invalid domain and something is rejecting
it.  You'll need to ensure that your DNS is visible to the server
accepting email.

-kevin
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From rt-users at thefreecat.org  Thu Feb  9 16:00:12 2012
From: rt-users at thefreecat.org (JC Boggio)
Date: Thu, 09 Feb 2012 22:00:12 +0100
Subject: [rt-users] Unassigning tickets does not work
In-Reply-To: <4F3179C5.7060109@thefreecat.org>
References: <4F3138D3.30408@thefreecat.org>
	<4F3155B8.6090601@bestpractical.com>
	<4F3179C5.7060109@thefreecat.org>
Message-ID: <4F3433DC.9050604@thefreecat.org>

No clue ? Should I file a bug report ?

From trs at bestpractical.com  Thu Feb  9 16:09:01 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 09 Feb 2012 16:09:01 -0500
Subject: [rt-users] Unassigning tickets does not work
In-Reply-To: <4F3433DC.9050604@thefreecat.org>
References: <4F3138D3.30408@thefreecat.org>
	<4F3155B8.6090601@bestpractical.com>
	<4F3179C5.7060109@thefreecat.org> <4F3433DC.9050604@thefreecat.org>
Message-ID: <4F3435ED.5030806@bestpractical.com>

On 02/09/2012 04:00 PM, JC Boggio wrote:
> No clue ? Should I file a bug report ?

The sql output you provided earlier isn't enough to go on.  Filing a bug
report won't get you any further and no one else has reported this
problem.  I suspect there is an error in the logs somewhere that is
getting missed (apache logs, mysql logs, etc).

Can you reproduce this problem on a fresh RT install?

Thomas

From jnarins at seniorbridge.com  Thu Feb  9 16:17:59 2012
From: jnarins at seniorbridge.com (Josh Narins)
Date: Thu, 9 Feb 2012 16:17:59 -0500
Subject: [rt-users] Is Shredder still the way to delete old tickets?
Message-ID: <F61EA32D7A6A79478142BA12E77AEE83266EE723DF@MS3.nyc.seniorbridgeinternal.com>

I'd like to archive all tickets that are older than 1 year in all queues except one, which should never be archived.

3.8.* docs suggest using shredder to get rid of old tickets, but that's not quite the same as an archive.

Suggestions?

Josh Narins
Director of Application Development
SeniorBridge

845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins at seniorbridge.com
seniorbridge.com<http://www.seniorbridge.com/>

[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]

________________________________
SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
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From falcone at bestpractical.com  Thu Feb  9 17:58:36 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 9 Feb 2012 17:58:36 -0500
Subject: [rt-users] Bug? TSV data includes HTML br tags
In-Reply-To: <4F341226.8000707@kickflop.net>
References: <4F3404EF.5070900@kickflop.net> <4F3405CA.3010103@kickflop.net>
	<4F341226.8000707@kickflop.net>
Message-ID: <20120209225836.GC96259@jibsheet.com>

On Thu, Feb 09, 2012 at 01:36:22PM -0500, Jeff Blaine wrote:
> Actually, this is maybe a bug in Mason?  If I follow
> the code chain:
> 
>     push @row, ProcessColumnMapValue ($attr,
>                        Arguments => [ $Ticket, 0 ], Escape => 1);
> 
> ProcessColumnMapValue() is defined in lib/RT/Interface/Web.pm:
> 
>     ...
>     return $m->interp->apply_escapes( $value, 'h' ) if $args{'Escape'};
>     ...
> 
> So it appears apply_escapes() is leaving behind '<br/>' tags?
> 
> Has anyone else seen this?

apply_escapes just calls a filter on output.  You can use built-in
mason filters or custom ones.  RT happens to hook the h one to call
the EscapeUTF8 function in Web.pm, and you can look at what kind of
transform it does.

ProcessColumnMapValue is the method that's used in outputting row data
in ticket listings too, so you can get a sense of where else that code
is run.

-kevin
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From escort146 at gmail.com  Thu Feb  9 23:55:51 2012
From: escort146 at gmail.com (Pattabi Prasanna)
Date: Fri, 10 Feb 2012 10:25:51 +0530
Subject: [rt-users] Time Worked Report showing error - Reg
Message-ID: <CAHY2KhS2nEAfXxMnLTM_JtESd3QALTEtxq8MCVmp_XKX9w5UmA@mail.gmail.com>

Hi

      I have installed RT 3.8.9 and when installing Time Worked Report
it is showing this error.  Kindly let me know how to solve this error.

Error during compilation of
/opt/rt3/local/html/Elements/SelectMultiQueue: Global symbol "$d"
requires explicit package name at
/opt/rt3/local/html/Elements/SelectMultiQueue line 51. Global symbol
"$queue" requires explicit package name at
/opt/rt3/local/html/Elements/SelectMultiQueue line 69. Global symbol
"$queue" requires explicit package name at
/opt/rt3/local/html/Elements/SelectMultiQueue line 69. Global symbol
"$queue" requires explicit package name at
/opt/rt3/local/html/Elements/SelectMultiQueue line 77. Global symbol
"$queue" requires explicit package name at
/opt/rt3/local/html/Elements/SelectMultiQueue line 80.

Thanks in Advance,
P. Prasanna

From Torben.Nehmer at cancom.de  Fri Feb 10 04:32:23 2012
From: Torben.Nehmer at cancom.de (Nehmer Torben)
Date: Fri, 10 Feb 2012 10:32:23 +0100
Subject: [rt-users] Lifecycles: Prevent automatic transition to "open"
 between active states
Message-ID: <AC5D0502DFE96948924DAD837EA8CFD301030A22E238@JETMX003.int.cancom.de>

Good day,

I have a question regarding custom lifecycles. First of all, the full lifecycle configuration can be seen here on Pastebin in case you need more information than what I have shown here.

                http://pastebin.com/6SBPwVbB

I have set a number of active states in the ticket:

        initial         => [ 'new' ],
        active          => [ 'open', 'inprogress', 'fixed', 'deployed' ],
        inactive        => [ 'resolved', 'rejected', 'deleted' ],

You can change states without much restriction, effectively:

        transitions => {
            ''         => [qw(new open resolved)],
            new        => [qw(open inprogress fixed deployed resolved rejected deleted)],
            open       => [qw(new inprogress fixed deployed resolved rejected deleted)],
            inprogress => [qw(new open fixed deployed resolved rejected deleted)],
            fixed      => [qw(new open inprogress deployed resolved rejected deleted)],
            deployed   => [qw(new open inprogress fixed resolved rejected deleted)],
            resolved   => [qw(new open inprogress fixed deployed rejected deleted)],
            rejected   => [qw(new open inprogress fixed deployed resolved deleted)],
            deleted    => [qw(new open inprogress fixed deployed rejected resolved)],
        },

So, now if I have a ticket in the "inprogress" state and generate a Response using the web interface. I leave the Status field at the default ("inprogress (unchanged)"). RT then changes the status of the ticket back to "open".

How can I prevent this - in other words: Where is the bug in my configuration?

Best regards,
Torben Nehmer
-------
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer
CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany
Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
torben.nehmer at cancom.de<mailto:torben.nehmer at cancom.de>
www.cancom.de<http://www.cancom.de/>
CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Gesch?ftsf?hrer: Martin Mayr, Tobias H?rmann
Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt!
This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee!

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From fireskyer at emailn.de  Fri Feb 10 04:42:43 2012
From: fireskyer at emailn.de (john s.)
Date: Fri, 10 Feb 2012 01:42:43 -0800 (PST)
Subject: [rt-users] Rights Matrix
Message-ID: <33298997.post@talk.nabble.com>

@Todd 

It would be a Pleasure to fix this for the 4.0 versions when it's possible.

best regards 

john s. 

-- 
View this message in context: http://old.nabble.com/Re%3A-Rights-Matrix-tp33197811p33298997.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

From cloos at netcologne.de  Fri Feb 10 05:59:58 2012
From: cloos at netcologne.de (Christian Loos)
Date: Fri, 10 Feb 2012 11:59:58 +0100
Subject: [rt-users] Lifecycles: Prevent automatic transition to "open"
 between active states
In-Reply-To: <AC5D0502DFE96948924DAD837EA8CFD301030A22E238@JETMX003.int.cancom.de>
References: <AC5D0502DFE96948924DAD837EA8CFD301030A22E238@JETMX003.int.cancom.de>
Message-ID: <4F34F8AE.1060000@netcologne.de>

Hi Torben,

by default there is an global scrip called "Open Tickets" which set the 
status to open on correspondence.
If you deactivate this scrip the ticket should keep it's status.

-Chris

Am 10.02.2012 10:32, schrieb Nehmer Torben:
> Good day,
>
> I have a question regarding custom lifecycles. First of all, the full
> lifecycle configuration can be seen here on Pastebin in case you need
> more information than what I have shown here.
>
> http://pastebin.com/6SBPwVbB
>
> I have set a number of active states in the ticket:
>
>          initial         => [ 'new' ],
>
>          active          => [ 'open', 'inprogress', 'fixed', 'deployed' ],
>
>          inactive        => [ 'resolved', 'rejected', 'deleted' ],
>
> You can change states without much restriction, effectively:
>
>          transitions => {
>
>              ''         => [qw(new open resolved)],
>
>              new        => [qw(open inprogress fixed deployed resolved
> rejected deleted)],
>
>              open       => [qw(new inprogress fixed deployed resolved
> rejected deleted)],
>
>              inprogress => [qw(new open fixed deployed resolved rejected
> deleted)],
>
>              fixed      => [qw(new open inprogress deployed resolved
> rejected deleted)],
>
>              deployed   => [qw(new open inprogress fixed resolved
> rejected deleted)],
>
>              resolved   => [qw(new open inprogress fixed deployed
> rejected deleted)],
>
>              rejected   => [qw(new open inprogress fixed deployed
> resolved deleted)],
>
>              deleted    => [qw(new open inprogress fixed deployed
> rejected resolved)],
>
>          },
>
> So, now if I have a ticket in the ?inprogress? state and generate a
> Response using the web interface. I leave the Status field at the
> default (?inprogress (unchanged)?). RT then changes the status of the
> ticket back to ?open?.
>
> How can I prevent this ? in other words: Where is the bug in my
> configuration?
>
> Best regards,
> Torben Nehmer

From diaulas.castro at intersolution.inf.br  Fri Feb 10 06:11:40 2012
From: diaulas.castro at intersolution.inf.br (Diaulas Castro)
Date: Fri, 10 Feb 2012 11:11:40 +0000
Subject: [rt-users] RES: Lifecycles: Prevent automatic transition to "open"
 between active states
In-Reply-To: <4F34F8AE.1060000@netcologne.de>
References: <AC5D0502DFE96948924DAD837EA8CFD301030A22E238@JETMX003.int.cancom.de>
	<4F34F8AE.1060000@netcologne.de>
Message-ID: <3B9178D874F56F47B616AB50C01F7B7701D7C1AB@GRUPRD8002MB111.lamprd80.prod.outlook.com>

  Copy from my RT. The scrip name is "On Correspond Open Tickets"

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Inform?tica 
Tel.: (55 11) 3443-1472 
www.intersolution.inf.br 
Oracle Certified Partner

-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Christian Loos
Enviada em: sexta-feira, 10 de fevereiro de 2012 09:00
Para: Nehmer Torben
Cc: rt-users at lists.bestpractical.com
Assunto: Re: [rt-users] Lifecycles: Prevent automatic transition to "open" between active states

Hi Torben,

by default there is an global scrip called "Open Tickets" which set the status to open on correspondence.
If you deactivate this scrip the ticket should keep it's status.

-Chris

Am 10.02.2012 10:32, schrieb Nehmer Torben:
> Good day,
>
> I have a question regarding custom lifecycles. First of all, the full 
> lifecycle configuration can be seen here on Pastebin in case you need 
> more information than what I have shown here.
>
> http://pastebin.com/6SBPwVbB
>
> I have set a number of active states in the ticket:
>
>          initial         => [ 'new' ],
>
>          active          => [ 'open', 'inprogress', 'fixed', 'deployed' ],
>
>          inactive        => [ 'resolved', 'rejected', 'deleted' ],
>
> You can change states without much restriction, effectively:
>
>          transitions => {
>
>              ''         => [qw(new open resolved)],
>
>              new        => [qw(open inprogress fixed deployed resolved
> rejected deleted)],
>
>              open       => [qw(new inprogress fixed deployed resolved
> rejected deleted)],
>
>              inprogress => [qw(new open fixed deployed resolved 
> rejected deleted)],
>
>              fixed      => [qw(new open inprogress deployed resolved
> rejected deleted)],
>
>              deployed   => [qw(new open inprogress fixed resolved
> rejected deleted)],
>
>              resolved   => [qw(new open inprogress fixed deployed
> rejected deleted)],
>
>              rejected   => [qw(new open inprogress fixed deployed
> resolved deleted)],
>
>              deleted    => [qw(new open inprogress fixed deployed
> rejected resolved)],
>
>          },
>
> So, now if I have a ticket in the "inprogress" state and generate a 
> Response using the web interface. I leave the Status field at the 
> default ("inprogress (unchanged)"). RT then changes the status of the 
> ticket back to "open".
>
> How can I prevent this - in other words: Where is the bug in my 
> configuration?
>
> Best regards,
> Torben Nehmer
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

From bigwa420 at gmail.com  Fri Feb 10 08:31:49 2012
From: bigwa420 at gmail.com (Jeff Ehrenberg)
Date: Fri, 10 Feb 2012 08:31:49 -0500
Subject: [rt-users] Custom Field Attachments to Templates
Message-ID: <CACcfBZyw1NaRHgemT1-EkFSOBxEcKuTAR59EKhsCzrPw1gcm_w@mail.gmail.com>

I am wondering if it is possible to attach files that have been
uploaded to custom fields to an email response.  We have an upload
multiple images field and an upload multiple files field that are used
on most tickets.  I would like to be able to include the photos and
pdfs in the resolved email that gets sent to the requestor.  I know
that the blobs are stored in the LargeContent field, but can't figure
out how to get them in to the template as attachments.  Anyone know if
this is possible?
Thanks,
Jeff

From falcone at bestpractical.com  Fri Feb 10 10:32:26 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 10 Feb 2012 10:32:26 -0500
Subject: [rt-users] Time Worked Report showing error - Reg
In-Reply-To: <CAHY2KhS2nEAfXxMnLTM_JtESd3QALTEtxq8MCVmp_XKX9w5UmA@mail.gmail.com>
References: <CAHY2KhS2nEAfXxMnLTM_JtESd3QALTEtxq8MCVmp_XKX9w5UmA@mail.gmail.com>
Message-ID: <20120210153226.GD96259@jibsheet.com>

On Fri, Feb 10, 2012 at 10:25:51AM +0530, Pattabi Prasanna wrote:
> Hi
> 
>       I have installed RT 3.8.9 and when installing Time Worked Report
> it is showing this error.  Kindly let me know how to solve this error.
> 
> 
> Error during compilation of
> /opt/rt3/local/html/Elements/SelectMultiQueue: Global symbol "$d"

Unfortunately - this element is not part of core RT.  Have you tried
contacting the maintainer?  It also isn't installing like a proper
extension, so it's probably quite old.

> requires explicit package name at
> /opt/rt3/local/html/Elements/SelectMultiQueue line 51. Global symbol
> "$queue" requires explicit package name at
> /opt/rt3/local/html/Elements/SelectMultiQueue line 69. Global symbol
> "$queue" requires explicit package name at
> /opt/rt3/local/html/Elements/SelectMultiQueue line 69. Global symbol
> "$queue" requires explicit package name at
> /opt/rt3/local/html/Elements/SelectMultiQueue line 77. Global symbol
> "$queue" requires explicit package name at
> /opt/rt3/local/html/Elements/SelectMultiQueue line 80.
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From falcone at bestpractical.com  Fri Feb 10 10:34:56 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 10 Feb 2012 10:34:56 -0500
Subject: [rt-users] Bug? TSV data includes HTML br tags
In-Reply-To: <20120209225836.GC96259@jibsheet.com>
References: <4F3404EF.5070900@kickflop.net> <4F3405CA.3010103@kickflop.net>
	<4F341226.8000707@kickflop.net>
	<20120209225836.GC96259@jibsheet.com>
Message-ID: <20120210153456.GE96259@jibsheet.com>

On Thu, Feb 09, 2012 at 05:58:36PM -0500, Kevin Falcone wrote:
> On Thu, Feb 09, 2012 at 01:36:22PM -0500, Jeff Blaine wrote:
> > Actually, this is maybe a bug in Mason?  If I follow
> > the code chain:
> > 
> >     push @row, ProcessColumnMapValue ($attr,
> >                        Arguments => [ $Ticket, 0 ], Escape => 1);
> > 
> > ProcessColumnMapValue() is defined in lib/RT/Interface/Web.pm:
> > 
> >     ...
> >     return $m->interp->apply_escapes( $value, 'h' ) if $args{'Escape'};
> >     ...
> > 
> > So it appears apply_escapes() is leaving behind '<br/>' tags?
> > 
> > Has anyone else seen this?
> 
> apply_escapes just calls a filter on output.  You can use built-in
> mason filters or custom ones.  RT happens to hook the h one to call
> the EscapeUTF8 function in Web.pm, and you can look at what kind of
> transform it does.
> 
> ProcessColumnMapValue is the method that's used in outputting row data
> in ticket listings too, so you can get a sense of where else that code
> is run.

I forgot to mention that you'll want to look carefully at the data
returned.  Some CF data is returned flagged "don't escape me" by being
a reference, so something you expect to be escaped may be protected
from escaping.

-kevin
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From jblaine at kickflop.net  Fri Feb 10 10:37:00 2012
From: jblaine at kickflop.net (Jeff Blaine)
Date: Fri, 10 Feb 2012 10:37:00 -0500
Subject: [rt-users] Bug? TSV data includes HTML br tags
In-Reply-To: <20120209225836.GC96259@jibsheet.com>
References: <4F3404EF.5070900@kickflop.net> <4F3405CA.3010103@kickflop.net>
	<4F341226.8000707@kickflop.net>
	<20120209225836.GC96259@jibsheet.com>
Message-ID: <4F35399C.4050608@kickflop.net>

Thanks Kevin.

It's a bug in RT-Extension-SearchResult.XLS after all
(which we use as-is, and also dropped in place, modified,
as ScreenResult.tsv)

RT-Extension-SearchResult doesn't loop over and comma-
separate multi-value CFs like stock "Results.tsv"

Bug report submitted with fix info:

https://rt.cpan.org/Public/Bug/Display.html?id=74824

On 2/9/2012 5:58 PM, Kevin Falcone wrote:
> On Thu, Feb 09, 2012 at 01:36:22PM -0500, Jeff Blaine wrote:
>> Actually, this is maybe a bug in Mason?  If I follow
>> the code chain:
>>
>>      push @row, ProcessColumnMapValue ($attr,
>>                         Arguments =>  [ $Ticket, 0 ], Escape =>  1);
>>
>> ProcessColumnMapValue() is defined in lib/RT/Interface/Web.pm:
>>
>>      ...
>>      return $m->interp->apply_escapes( $value, 'h' ) if $args{'Escape'};
>>      ...
>>
>> So it appears apply_escapes() is leaving behind '<br/>' tags?
>>
>> Has anyone else seen this?
>
> apply_escapes just calls a filter on output.  You can use built-in
> mason filters or custom ones.  RT happens to hook the h one to call
> the EscapeUTF8 function in Web.pm, and you can look at what kind of
> transform it does.
>
> ProcessColumnMapValue is the method that's used in outputting row data
> in ticket listings too, so you can get a sense of where else that code
> is run.
>
> -kevin
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5&  6, 2012

From falcone at bestpractical.com  Fri Feb 10 11:46:58 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 10 Feb 2012 11:46:58 -0500
Subject: [rt-users] Custom Field Attachments to Templates
In-Reply-To: <CACcfBZyw1NaRHgemT1-EkFSOBxEcKuTAR59EKhsCzrPw1gcm_w@mail.gmail.com>
References: <CACcfBZyw1NaRHgemT1-EkFSOBxEcKuTAR59EKhsCzrPw1gcm_w@mail.gmail.com>
Message-ID: <20120210164658.GF96259@jibsheet.com>

On Fri, Feb 10, 2012 at 08:31:49AM -0500, Jeff Ehrenberg wrote:
> I am wondering if it is possible to attach files that have been
> uploaded to custom fields to an email response.  We have an upload
> multiple images field and an upload multiple files field that are used
> on most tickets.  I would like to be able to include the photos and
> pdfs in the resolved email that gets sent to the requestor.  I know
> that the blobs are stored in the LargeContent field, but can't figure
> out how to get them in to the template as attachments.  Anyone know if
> this is possible?

Unfortunately - you can't do this easily.  You'd need to write your
own subclass of the Notify actions.  There is code on a branch off of
the master branch which simplifies some of these code paths, but that
won't be in a core release until 4.2.

-kevin
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From ruz at bestpractical.com  Fri Feb 10 14:46:56 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 10 Feb 2012 23:46:56 +0400
Subject: [rt-users] Multiple instances configuration problems - RT 4.0.4
 on Apache 2 + mod_perl2
In-Reply-To: <B122845A9100B9498F8921C4F06BEA77056459E8@nermbxs08.nervianoms.com>
References: <B122845A9100B9498F8921C4F06BEA77056459A5@nermbxs08.nervianoms.com>
	<4F22B376.2050407@bestpractical.com>
	<B122845A9100B9498F8921C4F06BEA77056459E5@nermbxs08.nervianoms.com>
	<CAMOxC8tkJr20mGqos5M6f3q=SqK5buEi5naPqdKP7d9BWiu_wQ@mail.gmail.com>
	<B122845A9100B9498F8921C4F06BEA77056459E7@nermbxs08.nervianoms.com>
	<CAMOxC8sa60Lhpo9Brpb6W2Vf_Rac3af1Vquhf3sx9EcAT_3i-g@mail.gmail.com>
	<B122845A9100B9498F8921C4F06BEA77056459E8@nermbxs08.nervianoms.com>
Message-ID: <CAMOxC8ukam86LEmPUfFeJh_UzgS=WgyZ1Dbd3XDLVipz6Sc1Ug@mail.gmail.com>

On Thu, Feb 9, 2012 at 16:43, Valerio, Gabriele [Nervianoms]
<Gabriele.Valerio at nervianoms.com> wrote:
> What exactly do you suggest to change in order to have it working in multiple RT instances server? Just to add PerlOptions +Parent?

Try just adding "PerlOptions +Parent" to every virtual host with RT.

-- 
Best regards, Ruslan.

From scott.pestana at linguamatics.com  Fri Feb 10 15:45:25 2012
From: scott.pestana at linguamatics.com (Scott Pestana)
Date: Fri, 10 Feb 2012 15:45:25 -0500
Subject: [rt-users] Problems with new users
Message-ID: <4F3581E5.7090709@linguamatics.com>

Hello RT Users,
     To preface, I've got several years experience and training with the 
Linux platform and PERL, but I'm completely new to RT; I've done a few 
web searches and a three or four different google searches of the email 
archive and can't find any insight into our problem.

     We're having a strange problem with our users in our two RT 
instances, that we think are related.  When our internal IT Support 
instance of RT was created everything was working well for some time, 
and we currently have RT configured to work with our LDAP database for 
users and their credentials.  However, new users (new employees) trying 
to use RT are not able to get the same functionality.

     For example: one user can send in emails to the RT queue and 
proceed normally.  However if he tries to log in to the web version, the 
RT system treats him like is associated with a different queue than the 
rest of our users.  When he tried to create a ticket through the web RT 
would create the ticket in this wrong queue, and he immediately got an 
error that he did not have permissions to view his ticket.
      RT creates an internal user for him, unlike the rest of our 
employees who don't show up in the user list because they exist in the 
configured LDAP.  I disabled the (discontinued) queue, and edited the 
user created form him to disassociate it from him (rename, re-email, 
etc), and then had him try to log in again.  Again, RT created a user 
with his name/credentials in its own SQL database instead of querying 
LDAP, and associated his user with the now disabled queue.  He can no 
longer create tickets because the queue is disabled, and I can't figure 
out how to alter his account to associate him with the proper queue.

     Can anyone help me with this first problem?

-- 
N. Scott Pestana
IT Infrastructure
Linguamatics

From scott.pestana at linguamatics.com  Fri Feb 10 16:00:07 2012
From: scott.pestana at linguamatics.com (Scott Pestana)
Date: Fri, 10 Feb 2012 16:00:07 -0500
Subject: [rt-users] RT Instance pulling names but not emails
Message-ID: <4F358557.2040608@linguamatics.com>

RT Users,
     My second problem (potentially related to my last) is on our 
external customer support RT instance. When internal employees first 
send in requests, their names are harvested, but NOT their emails, 
meaning that they could not get email updates when replies were to be 
sent.  If we manually set their email addresses everything works from 
there.
     We have RT configured to pull our internal employees from LDAP, and 
we are (hopefully) set up to accept new users from the outside.  However 
in practice the system is accepting email ids for external users, but 
not harvesting their names, resulting in strings like "This is 
correspondence from ." note the empty/null string after "from" and 
before the period.

     Is there something wrong we've done with regard to RT user 
creation?  This is our External* config:

ExternalAuthPriority:     []

ExternalInfoPriority:     [
           'Lingua_LDAP'
         ]

ExternalServiceUsesSSLorTLS:     0

ExternalSettings:     {
           'Lingua_LDAP' => {
                              'base' => 'ou=users,dc=linguamatics,dc=com',
                              'net_ldap_args' => [
                                                   'version',
                                                   3
                                                 ],
                              'filter' => 
'(|(objectClass=posixAccount)(objectClass=account))',
                              'server' => 'ldap1.linguamatics.com',
                              'type' => 'ldap',
                              'attr_match_list' => [
                                                     'EmailAddress'
                                                   ],
                              'tls' => 0,
                              'attr_map' => {
                                              'RealName' => 'cn',
                                              'EmailAddress' => 'mail',
                                              'Name' => 'uid',
                                              'Gecos' => 'gecos',
                                              'ExternalAuthId' => 'uid'
                                            }
                            }
         }

-- 
N. Scott Pestana
IT Infrastructure
Linguamatics

From kenn.crocker at gmail.com  Fri Feb 10 18:07:03 2012
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Fri, 10 Feb 2012 15:07:03 -0800
Subject: [rt-users] Problems with new users
In-Reply-To: <4F3581E5.7090709@linguamatics.com>
References: <4F3581E5.7090709@linguamatics.com>
Message-ID: <CAOtpkahBf+Q=vO+8Msk1daOy=w08brDTA63pjzOdRCBNziK9=w@mail.gmail.com>

Scott,

I can, but it would be helpful to know how uyou have set up your
privileges, both Globally and by Queue. Also, in order for LDAP info to get
into a User, they must have the "ModifySelf" right applied. OVerall, I
think this is all a privileges problem.

Kenn

On Fri, Feb 10, 2012 at 12:45 PM, Scott Pestana <
scott.pestana at linguamatics.com> wrote:

> Hello RT Users,
>    To preface, I've got several years experience and training with the
> Linux platform and PERL, but I'm completely new to RT; I've done a few web
> searches and a three or four different google searches of the email archive
> and can't find any insight into our problem.
>
>    We're having a strange problem with our users in our two RT instances,
> that we think are related.  When our internal IT Support instance of RT was
> created everything was working well for some time, and we currently have RT
> configured to work with our LDAP database for users and their credentials.
>  However, new users (new employees) trying to use RT are not able to get
> the same functionality.
>
>    For example: one user can send in emails to the RT queue and proceed
> normally.  However if he tries to log in to the web version, the RT system
> treats him like is associated with a different queue than the rest of our
> users.  When he tried to create a ticket through the web RT would create
> the ticket in this wrong queue, and he immediately got an error that he did
> not have permissions to view his ticket.
>     RT creates an internal user for him, unlike the rest of our employees
> who don't show up in the user list because they exist in the configured
> LDAP.  I disabled the (discontinued) queue, and edited the user created
> form him to disassociate it from him (rename, re-email, etc), and then had
> him try to log in again.  Again, RT created a user with his
> name/credentials in its own SQL database instead of querying LDAP, and
> associated his user with the now disabled queue.  He can no longer create
> tickets because the queue is disabled, and I can't figure out how to alter
> his account to associate him with the proper queue.
>
>    Can anyone help me with this first problem?
>
> --
> N. Scott Pestana
> IT Infrastructure
> Linguamatics
>
> --------
> RT Training Sessions (http://bestpractical.com/**services/training.html<http://bestpractical.com/services/training.html>
> )
> * Boston  March 5 & 6, 2012
>
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From scott.pestana at linguamatics.com  Fri Feb 10 18:45:59 2012
From: scott.pestana at linguamatics.com (Scott Pestana)
Date: Fri, 10 Feb 2012 18:45:59 -0500
Subject: [rt-users] Problems with new users
In-Reply-To: <CAOtpkahBf+Q=vO+8Msk1daOy=w08brDTA63pjzOdRCBNziK9=w@mail.gmail.com>
References: <4F3581E5.7090709@linguamatics.com>
	<CAOtpkahBf+Q=vO+8Msk1daOy=w08brDTA63pjzOdRCBNziK9=w@mail.gmail.com>
Message-ID: <4F35AC37.3050504@linguamatics.com>

Kenn,
     I'm not sure how to give you the info you're asking for but...

     If I look under Configuration->Global->Group Rights, Everyone, into 
the Rights for Staff tab I found that ModifySelf / "Modify one's own RT 
account" is not checked currently.  The same is true for Privileged and 
Unprivileged.  Should I start with enabling ModifySelf / "Modify one's 
own RT account" for the Privileged Users group?  For Everyone?

     Right now the rights that are granted are the same for 
Everyone/Privileged/Unprivileged entries are "Create tickets" and "Reply 
to tickets"

     Under the Global-User Rights we only have root and RT Admin 
listed.  They have the "Do anything and everything" right, logically enough.

     Under the Configuration->Queues, into itsupport, there are no Users 
listed for the User Rights.  For Group Rights, Everyone has CreateTicket 
and the Unprivileged have SeeQueue & ShowTicket.

-Scott

On 2/10/2012 6:07 PM, Kenneth Crocker wrote:
> Scott,
>
> I can, but it would be helpful to know how uyou have set up your 
> privileges, both Globally and by Queue. Also, in order for LDAP info 
> to get into a User, they must have the "ModifySelf" right applied. 
> OVerall, I think this is all a privileges problem.
>
> Kenn
>
> On Fri, Feb 10, 2012 at 12:45 PM, Scott Pestana 
> <scott.pestana at linguamatics.com 
> <mailto:scott.pestana at linguamatics.com>> wrote:
>
>     Hello RT Users,
>        To preface, I've got several years experience and training with
>     the Linux platform and PERL, but I'm completely new to RT; I've
>     done a few web searches and a three or four different google
>     searches of the email archive and can't find any insight into our
>     problem.
>
>        We're having a strange problem with our users in our two RT
>     instances, that we think are related.  When our internal IT
>     Support instance of RT was created everything was working well for
>     some time, and we currently have RT configured to work with our
>     LDAP database for users and their credentials.  However, new users
>     (new employees) trying to use RT are not able to get the same
>     functionality.
>
>        For example: one user can send in emails to the RT queue and
>     proceed normally.  However if he tries to log in to the web
>     version, the RT system treats him like is associated with a
>     different queue than the rest of our users.  When he tried to
>     create a ticket through the web RT would create the ticket in this
>     wrong queue, and he immediately got an error that he did not have
>     permissions to view his ticket.
>         RT creates an internal user for him, unlike the rest of our
>     employees who don't show up in the user list because they exist in
>     the configured LDAP.  I disabled the (discontinued) queue, and
>     edited the user created form him to disassociate it from him
>     (rename, re-email, etc), and then had him try to log in again.
>      Again, RT created a user with his name/credentials in its own SQL
>     database instead of querying LDAP, and associated his user with
>     the now disabled queue.  He can no longer create tickets because
>     the queue is disabled, and I can't figure out how to alter his
>     account to associate him with the proper queue.
>
>        Can anyone help me with this first problem?
>
>     -- 
>     N. Scott Pestana
>     IT Infrastructure
>     Linguamatics
>
>     --------
>     RT Training Sessions (http://bestpractical.com/services/training.html)
>     * Boston  March 5 & 6, 2012
>
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston --- March 5&  6, 2012

-- 
N. Scott Pestana
IT Infrastructure
Linguamatics
275 Grove Street, Suite 2-400
Newton, MA 02466

Tel: +1-774-571-7135

US Tel: +1-617-674-3256
UK Tel: 011-44-1223-421360
UK Fax: 011-44-1223-421361
Web: www.linguamatics.com

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From ssreenathv at gmail.com  Sat Feb 11 01:53:06 2012
From: ssreenathv at gmail.com (Sreenath)
Date: Sat, 11 Feb 2012 12:23:06 +0530
Subject: [rt-users] RT 4.0.4: Submit ticket without login/account.
Message-ID: <CAGJL0weHbja0LgQvWTHe2cXiDP8QuPkVOR+gFT4VHGfKNxn+uA@mail.gmail.com>

Hello,
        I  setup RT 4.0 for an organization even though this is an
overkill. All we need is just simple ticketing system. I used osticket for
a while and could not find export feature. I thought since RT is very
popular  it will have all the features. Now its setup, I am unable to find
how end users create ticket without having to have a user ID.

We just need users to see the page to submit/track ticket without having to
login.
Ticket creation via email is not what I am looking.

Thank you,
Sree.
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From haim at dimer.org  Sat Feb 11 15:53:49 2012
From: haim at dimer.org (Haim Dimer)
Date: Sat, 11 Feb 2012 21:53:49 +0100
Subject: [rt-users] Use the same Template when a ticket is created in a
 queue and when a ticket is moved to a new queue
Message-ID: <CAGE22x8B2ZKGQj8NG6TdBjZRrBM3OU8-0yoHC0SpWhutGFi_3w@mail.gmail.com>

Hello,

Currently, I have a Template called "Notify New Owners" run by a scrip
that is called every time a ticket is created in a Queue. It goes like
this:

1. Stop unless Owner is Noboby
2. Get the emails of all the people who work this Queue
3. Send them a note saying a new ticket needs to be worked on.

When a tickets gets created by a new email, it works great. Thing is,
sometimes my internal users send their requests to the wrong address
or we realize the ticket needs to be moved to another Queue. In each
case, I want the same procedure to be followed meaning RT sending an
email to the folks working that new Queue telling them a new Ticket is
in.

Here is the problem with a simple table of Rights

User A can own a ticket in Queue 1
User B can own a ticket in Queue 1 AND Queue 2

A ticket gets created in Queue 1. User A and User B receive an email.
User A takes the ticket, finds out he can't do much and moves it to
Queue 2.

Here is where it gets interesting:

1. RT moves the ticket to the new Queue
2. RT then runs the scrip with the "Notify New Owners" Template
3. RT realizes that User A cannot work Queue 2
4. RT disowns User A from the Ticket and attributes it the Nobody

The fact that action #4 happens after #2 makes it so that my logic in
"Notify New Owners" is not working.

I can't simply remove the first check from my Template, here's why: If
the ticket was owned by User B, since that user can work both Queues,
RT would not change ownership on queue change therefore no one needs
to be notified.

I hope I was clear enough. I'd love some advice on what to do here. Thanks guys.

Ha?m.

From Torben.Nehmer at cancom.de  Mon Feb 13 02:50:26 2012
From: Torben.Nehmer at cancom.de (Nehmer Torben)
Date: Mon, 13 Feb 2012 08:50:26 +0100
Subject: [rt-users] Lifecycles: Prevent automatic transition to "open"
 between active states
In-Reply-To: <4F34F8AE.1060000@netcologne.de>
References: <AC5D0502DFE96948924DAD837EA8CFD301030A22E238@JETMX003.int.cancom.de>
	<4F34F8AE.1060000@netcologne.de>
Message-ID: <AC5D0502DFE96948924DAD837EA8CFD301030A22E8FF@JETMX003.int.cancom.de>

Good morning,

thanks for the quick answer. Actually, deactivating this Scrip entirely is not what I want. 

What I'd like ist that any correspondence (re?)opens a ticket if it is in an inactive state (like stalled). If, on the other hand, the ticket is in any active state (perhaps except "new" if this is possible) it should retain its state.

Best regards,
Torben Nehmer
-------
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer
CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany
Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
torben.nehmer at cancom.de
www.cancom.de
CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Gesch?ftsf?hrer: Martin Mayr, Tobias H?rmann
Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt! 
This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee!

-----Urspr?ngliche Nachricht-----
Von: Christian Loos [mailto:cloos at netcologne.de] 
Gesendet: Freitag, 10. Februar 2012 12:00
An: Nehmer Torben
Cc: rt-users at lists.bestpractical.com
Betreff: Re: Lifecycles: Prevent automatic transition to "open" between active states

Hi Torben,

by default there is an global scrip called "Open Tickets" which set the 
status to open on correspondence.
If you deactivate this scrip the ticket should keep it's status.

-Chris

Am 10.02.2012 10:32, schrieb Nehmer Torben:
> Good day,
>
> I have a question regarding custom lifecycles. First of all, the full
> lifecycle configuration can be seen here on Pastebin in case you need
> more information than what I have shown here.
>
> http://pastebin.com/6SBPwVbB
>
> I have set a number of active states in the ticket:
>
>          initial         => [ 'new' ],
>
>          active          => [ 'open', 'inprogress', 'fixed', 'deployed' ],
>
>          inactive        => [ 'resolved', 'rejected', 'deleted' ],
>
> You can change states without much restriction, effectively:
>
>          transitions => {
>
>              ''         => [qw(new open resolved)],
>
>              new        => [qw(open inprogress fixed deployed resolved
> rejected deleted)],
>
>              open       => [qw(new inprogress fixed deployed resolved
> rejected deleted)],
>
>              inprogress => [qw(new open fixed deployed resolved rejected
> deleted)],
>
>              fixed      => [qw(new open inprogress deployed resolved
> rejected deleted)],
>
>              deployed   => [qw(new open inprogress fixed resolved
> rejected deleted)],
>
>              resolved   => [qw(new open inprogress fixed deployed
> rejected deleted)],
>
>              rejected   => [qw(new open inprogress fixed deployed
> resolved deleted)],
>
>              deleted    => [qw(new open inprogress fixed deployed
> rejected resolved)],
>
>          },
>
> So, now if I have a ticket in the "inprogress" state and generate a
> Response using the web interface. I leave the Status field at the
> default ("inprogress (unchanged)"). RT then changes the status of the
> ticket back to "open".
>
> How can I prevent this - in other words: Where is the bug in my
> configuration?
>
> Best regards,
> Torben Nehmer

From escort146 at gmail.com  Mon Feb 13 03:39:28 2012
From: escort146 at gmail.com (Pattabi Prasanna)
Date: Mon, 13 Feb 2012 14:09:28 +0530
Subject: [rt-users] Hide Option for Tabs
Message-ID: <CAHY2KhSqojBzXVdXB1Htz2nwiTifCZG8xk5rO7Hib-mR4PmHgA@mail.gmail.com>

Hi,
     i want to hide certain options available in Tools Tab based on
User Group, for example Group A user should have that option
displayed, while Group B user should not find that option.
HideConfiguration doc works for only Configuration tab but i need for
other tabs, child tabs.

Thanks in Advance,
P. Prasanna

From Gabriele.Valerio at nervianoms.com  Mon Feb 13 04:21:36 2012
From: Gabriele.Valerio at nervianoms.com (Valerio, Gabriele [Nervianoms])
Date: Mon, 13 Feb 2012 10:21:36 +0100
Subject: [rt-users] Multiple instances configuration problems - RT 4.0.4
	on Apache 2 + mod_perl2
In-Reply-To: <CAMOxC8ukam86LEmPUfFeJh_UzgS=WgyZ1Dbd3XDLVipz6Sc1Ug@mail.gmail.com>
References: <B122845A9100B9498F8921C4F06BEA77056459A5@nermbxs08.nervianoms.com><4F22B376.2050407@bestpractical.com><B122845A9100B9498F8921C4F06BEA77056459E5@nermbxs08.nervianoms.com><CAMOxC8tkJr20mGqos5M6f3q=SqK5buEi5naPqdKP7d9BWiu_wQ@mail.gmail.com><B122845A9100B9498F8921C4F06BEA77056459E7@nermbxs08.nervianoms.com><CAMOxC8sa60Lhpo9Brpb6W2Vf_Rac3af1Vquhf3sx9EcAT_3i-g@mail.gmail.com><B122845A9100B9498F8921C4F06BEA77056459E8@nermbxs08.nervianoms.com>
	<CAMOxC8ukam86LEmPUfFeJh_UzgS=WgyZ1Dbd3XDLVipz6Sc1Ug@mail.gmail.com>
Message-ID: <B122845A9100B9498F8921C4F06BEA77056459FC@nermbxs08.nervianoms.com>

Hello Ruslan,

Strangely enough it worked on my "production" server (RHEL 5) with one
3.6.4 RT instance + one 4.0.4 RT, while I was not able to start Apache
(Segmentation fault) with the very same configuration on my "test"
server (Fedora 5) where I have many 3.6, 3.8 RT instances + one RT
4.0.4.

Anyway it seems your suggestion is correct and can work.

Thank you,
Gabriele

-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On
Behalf Of Ruslan Zakirov
Sent: Friday, February 10, 2012 8:47 PM
To: Valerio, Gabriele [Nervianoms]
Cc: Thomas Sibley; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Multiple instances configuration problems - RT
4.0.4 on Apache 2 + mod_perl2

On Thu, Feb 9, 2012 at 16:43, Valerio, Gabriele [Nervianoms]
<Gabriele.Valerio at nervianoms.com> wrote:
> What exactly do you suggest to change in order to have it working in
multiple RT instances server? Just to add PerlOptions +Parent?

Try just adding "PerlOptions +Parent" to every virtual host with RT.

-- 
Best regards, Ruslan.

From arunragini at gmail.com  Mon Feb 13 04:24:01 2012
From: arunragini at gmail.com (Arun ragini)
Date: Mon, 13 Feb 2012 14:54:01 +0530
Subject: [rt-users] how to control ticket owner list
Message-ID: <CALbP1_W9hn_JfQyMUS_7wdxXiohsgVXB3L0fOdXHNDL2d4iTOg@mail.gmail.com>

Hi All,

Anyone knows how to control owners drop down list for ticket creation
I only want to list the users (currently my rt show every one even the
requester as well)

-- 
www.opensourcer.net

From asanka_gunasekera at yahoo.co.uk  Mon Feb 13 05:58:17 2012
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Mon, 13 Feb 2012 10:58:17 +0000 (GMT)
Subject: [rt-users] setting up approvals on RT 4.0.1
In-Reply-To: <1326947299.40846.YahooMailNeo@web29006.mail.ird.yahoo.com>
References: <1325145855.15644.YahooMailNeo@web29019.mail.ird.yahoo.com>
	<20120103180411.GD1077@jibsheet.com>
	<1325741521.88019.YahooMailNeo@web29001.mail.ird.yahoo.com>
	<1325744636.89840.YahooMailNeo@web29006.mail.ird.yahoo.com>
	<1326176513.41046.YahooMailNeo@web29020.mail.ird.yahoo.com>
	<1326947299.40846.YahooMailNeo@web29006.mail.ird.yahoo.com>
Message-ID: <1329130697.47616.YahooMailNeo@web29003.mail.ird.yahoo.com>

Hi, I am sure some one would have got this working, is there any one who can give me some hand in this, though I can see the ticket created by looing up in the logs. Aprovals do not show up in approvals tab?

Thanks 

________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>; "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Thursday, 19 January 2012, 9:58
Subject: Re: [rt-users] setting up approvals on RT 4.0.1

Hi I am stuck! any help can any one give on this

________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>; "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Tuesday, 10 January 2012, 11:51
Subject: Re: [rt-users] setting up approvals on RT 4.0.1

Hi Can any one tell me what I am doing wrong??????

Thanks and regards

________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>; "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Thursday, 5 January 2012, 11:53
Subject: Re: [rt-users] setting up approvals on RT 4.0.1

Hi, the steps which I have taken while trying to setup Approvals as follows

1) Create queue PO-Qre
??? ??? a) Create template "Create Approvals"
??? ??? ===Create-Ticket: poreq ??? ??? Subject: Approve purchase order for {$Tickets{'TOP'}->Subject} ??? ??? Depended-On-By: TOP ??? ??? Queue: Approvals-PO ??? ??? Type: approval ??? ??? Owner: username-of-owner   #note this is so that notifications work properly ??? ??? Content: Someone has created a purchase requisition.  Please review and approve it, so they can spend some money. ??? ??? ENDOFCONTENT
??? ??? b) Create the script "Create PO-Req approval"

??? ??? Description: Create PO Req approval ??? ??? Condition: On Create ??? ??? Action: Create Tickets ??? ??? Template: Create Approval ??? ??? Stage: TransactionCreate

??? c)gave permission to the users who can create tickets under PO-Req

2) Create Approvals-PO queue

??? d)Copy templates from _Approvals (or ran the script)
??? e)Set the reply address to PO-Req
??? f)Add the people as AddminCC who are to approve the ticlets
? 
Now when I create a ticket under PO-Req, in the log it says it is creating ticket in Approvel-PO queue.
But I am unable to find the
 tickets
 in the DB or under Approvals tab

Can some one tell me what is going
 on!!!

Thanks and best Regards

________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Thursday, 5 January 2012, 11:02
Subject: Re: [rt-users] setting up approvals on RT 4.0.1

Thanks you for the reply

Best Regards

________________________________
 From: Kevin Falcone <falcone at bestpractical.com>
To: rt-users at lists.bestpractical.com 
Sent: Tuesday, 3 January 2012, 23:34
Subject: Re: [rt-users] setting up approvals on RT 4.0.1

On Thu, Dec 29, 2011 at 08:04:15AM +0000, Asanka Gunasekera
 wrote:
>? ? Hi All, I am trying to set up approvals on RT 4.0.1 and I am following
>? ? http://requesttracker.wikia.com/wiki/ApprovalCreation
>? ? but in this document it talks about copying scripts and templates from _Approval queue.
>? ? I can only find 5 templates but there are no scripts

Those Scrips were replaced in about mid-3.8 with
RT::Approval::Rules::*.? You shouldn't need to copy them anywhere in
order to use Approvals.? You'll want to modify the Templates as needed
and set up your CreateTickets scrip to actually create the Approvals
tickets.

-kevin

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston ?
 March 5 & 6, 2012

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston ? March 5 & 6, 2012
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From diaulas.castro at intersolution.inf.br  Mon Feb 13 06:10:43 2012
From: diaulas.castro at intersolution.inf.br (Diaulas Castro)
Date: Mon, 13 Feb 2012 11:10:43 +0000
Subject: [rt-users] RES: Lifecycles: Prevent automatic transition to "open"
 between active states
In-Reply-To: <AC5D0502DFE96948924DAD837EA8CFD301030A22E8FF@JETMX003.int.cancom.de>
References: <AC5D0502DFE96948924DAD837EA8CFD301030A22E238@JETMX003.int.cancom.de>
	<4F34F8AE.1060000@netcologne.de>
	<AC5D0502DFE96948924DAD837EA8CFD301030A22E8FF@JETMX003.int.cancom.de>
Message-ID: <3B9178D874F56F47B616AB50C01F7B7701D8FA73@GRUPRD8002MB111.lamprd80.prod.outlook.com>

Put a conditional on script " On Correspond Open Tickets"

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Inform?tica 
Tel.: (55 11) 3443-1472 
www.intersolution.inf.br 
Oracle Certified Partner

-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Nehmer Torben
Enviada em: segunda-feira, 13 de fevereiro de 2012 05:50
Para: Christian Loos
Cc: rt-users at lists.bestpractical.com
Assunto: Re: [rt-users] Lifecycles: Prevent automatic transition to "open" between active states

Good morning,

thanks for the quick answer. Actually, deactivating this Scrip entirely is not what I want. 

What I'd like ist that any correspondence (re?)opens a ticket if it is in an inactive state (like stalled). If, on the other hand, the ticket is in any active state (perhaps except "new" if this is possible) it should retain its state.

Best regards,
Torben Nehmer
-------
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer
CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany
Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
torben.nehmer at cancom.de
www.cancom.de
CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen
Gesch?ftsf?hrer: Martin Mayr, Tobias H?rmann Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt! 
This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee!

-----Urspr?ngliche Nachricht-----
Von: Christian Loos [mailto:cloos at netcologne.de]
Gesendet: Freitag, 10. Februar 2012 12:00
An: Nehmer Torben
Cc: rt-users at lists.bestpractical.com
Betreff: Re: Lifecycles: Prevent automatic transition to "open" between active states

Hi Torben,

by default there is an global scrip called "Open Tickets" which set the status to open on correspondence.
If you deactivate this scrip the ticket should keep it's status.

-Chris

Am 10.02.2012 10:32, schrieb Nehmer Torben:
> Good day,
>
> I have a question regarding custom lifecycles. First of all, the full 
> lifecycle configuration can be seen here on Pastebin in case you need 
> more information than what I have shown here.
>
> http://pastebin.com/6SBPwVbB
>
> I have set a number of active states in the ticket:
>
>          initial         => [ 'new' ],
>
>          active          => [ 'open', 'inprogress', 'fixed', 'deployed' ],
>
>          inactive        => [ 'resolved', 'rejected', 'deleted' ],
>
> You can change states without much restriction, effectively:
>
>          transitions => {
>
>              ''         => [qw(new open resolved)],
>
>              new        => [qw(open inprogress fixed deployed resolved
> rejected deleted)],
>
>              open       => [qw(new inprogress fixed deployed resolved
> rejected deleted)],
>
>              inprogress => [qw(new open fixed deployed resolved 
> rejected deleted)],
>
>              fixed      => [qw(new open inprogress deployed resolved
> rejected deleted)],
>
>              deployed   => [qw(new open inprogress fixed resolved
> rejected deleted)],
>
>              resolved   => [qw(new open inprogress fixed deployed
> rejected deleted)],
>
>              rejected   => [qw(new open inprogress fixed deployed
> resolved deleted)],
>
>              deleted    => [qw(new open inprogress fixed deployed
> rejected resolved)],
>
>          },
>
> So, now if I have a ticket in the "inprogress" state and generate a 
> Response using the web interface. I leave the Status field at the 
> default ("inprogress (unchanged)"). RT then changes the status of the 
> ticket back to "open".
>
> How can I prevent this - in other words: Where is the bug in my 
> configuration?
>
> Best regards,
> Torben Nehmer

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

From diaulas.castro at intersolution.inf.br  Mon Feb 13 06:22:01 2012
From: diaulas.castro at intersolution.inf.br (Diaulas Castro)
Date: Mon, 13 Feb 2012 11:22:01 +0000
Subject: [rt-users] RES:  how to control ticket owner list
In-Reply-To: <CALbP1_W9hn_JfQyMUS_7wdxXiohsgVXB3L0fOdXHNDL2d4iTOg@mail.gmail.com>
References: <CALbP1_W9hn_JfQyMUS_7wdxXiohsgVXB3L0fOdXHNDL2d4iTOg@mail.gmail.com>
Message-ID: <3B9178D874F56F47B616AB50C01F7B7701D90B87@GRUPRD8002MB111.lamprd80.prod.outlook.com>

Maybe ACL problem, you should unset unprivileged users to own tickets.
  This control is made from ACL "Own Ticket" so you can create a group that can own ticket and go to every group/user and remove this ACL.

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Inform?tica 
Tel.: (55 11) 3443-1472 
www.intersolution.inf.br 
Oracle Certified Partner

-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Arun ragini
Enviada em: segunda-feira, 13 de fevereiro de 2012 07:24
Para: rt-users at lists.bestpractical.com
Assunto: [rt-users] how to control ticket owner list

Hi All,

Anyone knows how to control owners drop down list for ticket creation I only want to list the users (currently my rt show every one even the requester as well)

--
www.opensourcer.net
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

From bart at pleh.info  Mon Feb 13 06:34:40 2012
From: bart at pleh.info (Bart)
Date: Mon, 13 Feb 2012 12:34:40 +0100
Subject: [rt-users]  Add queue change to Update.html (comment/reply)
Message-ID: <CAB2d3rZD+GG+kTBVVxwth3NSK1_StT3fLewNuxyg4KkV5iq_iQ@mail.gmail.com>

Hi,

I've been trying to create a callback for adding the Queue change field to
tue comment/reply page. (update.html)

In order to do so I've been using the existing Extension
"RT::Extension::CustomFieldsOnUpdate" as an example.
Initially to add the Queue field to this extension and to see if it will
eventually work.

Location of the callback files, as far as I could judge this is the only
location where I would need to edit the files:

/opt/rt4/local/plugins/RT-Extension-CustomFieldsOnUpdate/html/Callbacks/CustomFieldsOnUpdate/Ticket/Update.html
>

The first file I've edited was the tile AfterWorked, the bold part is the
thing I've added:

*<& /Elements/SelectQueue,
>     TicketObj => $Ticket,
>     InTable => 1,
>     DefaultsFromTopArguments => 0,
> &>*
> <& /Ticket/Elements/EditCustomFields,
>     TicketObj => $Ticket,
>     InTable => 1,
>     DefaultsFromTopArguments => 0,
> &>
> <%ARGS>
> $Ticket
> </%ARGS>
>

This alone adds the Queue field to the Update.html page. But it doesn't
show the current value + when changing the value it doesn't apply this to
the ticket.
So I figured I needed to change the second file, BeforeUpdate, as well. But
this is where I'm stuck, I don't really have an idea on what to add/how to
add the SelectQueue part to this file. Below the current contents:

<%ARGS>
> $TicketObj
> $skip_update
> $results
> $ARGSRef => {}
> </%ARGS>
> <%INIT>
> return unless $ARGSRef->{'SubmitTicket'};
>
> my $CFs = $TicketObj->CustomFields;
> my $ValidCFs = $m->comp(
>     '/Elements/ValidateCustomFields',
>     CustomFields => $CFs,
>     NamePrefix => "Object-RT::Ticket-". $TicketObj->id ."-CustomField-",
>     ARGSRef => $ARGSRef
> );
> unless ( $ValidCFs ) {
>     $$skip_update = 1;
>     while (my $CF = $CFs->Next) {
>         my $msg = $m->notes('InvalidField-' . $CF->Id) or next;
>         push @$results, loc($CF->Name) . ': ' . $msg;
>     }
> }
> </%INIT>
>

I take it that I need to make sure that it sets the Queue value and
something like that but compared to the CF code I don't really see how I
should add the Queue in this.
I've tried copying the above CF value, but I can't seem to get it to work
(keep getting syntax errors). Basically I'm lost in translation on this one
O_o

My goal is to eventually create a specific callback for this, thus not
editing the CustomFieldsOnUpdate extension.
Could someone with a little more experience with Callbacks shed some light
on this? I would expect this to be dead simple, I just don't yet have a
good grasp on the syntax and the works.

Thanks in advance.

-- Bart
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From bart at pleh.info  Mon Feb 13 08:45:50 2012
From: bart at pleh.info (Bart)
Date: Mon, 13 Feb 2012 14:45:50 +0100
Subject: [rt-users] Add queue change to Update.html (comment/reply)
In-Reply-To: <CAB2d3rZD+GG+kTBVVxwth3NSK1_StT3fLewNuxyg4KkV5iq_iQ@mail.gmail.com>
References: <CAB2d3rZD+GG+kTBVVxwth3NSK1_StT3fLewNuxyg4KkV5iq_iQ@mail.gmail.com>
Message-ID: <CAB2d3rYp7M=qi6p7rwOfgC=uAw3U04CqT6tcMbvH+W57MLUpWg@mail.gmail.com>

Slight update, adding this to the AfterWorked file also shows the current
Queue a ticket belongs to.
Also, changing the queue now works :-)

<& /Elements/SelectQueue,
>     Name           => "Queue",
>     InTable        => 1,
>     ShowNullOption => 0,
>     Default        => $Ticket->QueueObj->Id,
> &>
>

Now I just need to figure out how I'm able to add the name of the Queue
dropdown, currently it looks a bit odd. (see screenshot)

Is there a simple option for that in the above syntax?

-- Bart

Op 13 februari 2012 12:34 schreef Bart <bart at pleh.info> het volgende:

> Hi,
>
> I've been trying to create a callback for adding the Queue change field to
> tue comment/reply page. (update.html)
>
> In order to do so I've been using the existing Extension
> "RT::Extension::CustomFieldsOnUpdate" as an example.
> Initially to add the Queue field to this extension and to see if it will
> eventually work.
>
> Location of the callback files, as far as I could judge this is the only
> location where I would need to edit the files:
>
>
>> /opt/rt4/local/plugins/RT-Extension-CustomFieldsOnUpdate/html/Callbacks/CustomFieldsOnUpdate/Ticket/Update.html
>>
>
> The first file I've edited was the tile AfterWorked, the bold part is the
> thing I've added:
>
> *<& /Elements/SelectQueue,
>>     TicketObj => $Ticket,
>>     InTable => 1,
>>     DefaultsFromTopArguments => 0,
>> &>*
>> <& /Ticket/Elements/EditCustomFields,
>>     TicketObj => $Ticket,
>>     InTable => 1,
>>     DefaultsFromTopArguments => 0,
>> &>
>> <%ARGS>
>> $Ticket
>> </%ARGS>
>>
>
> This alone adds the Queue field to the Update.html page. But it doesn't
> show the current value + when changing the value it doesn't apply this to
> the ticket.
> So I figured I needed to change the second file, BeforeUpdate, as well.
> But this is where I'm stuck, I don't really have an idea on what to add/how
> to add the SelectQueue part to this file. Below the current contents:
>
> <%ARGS>
>> $TicketObj
>> $skip_update
>> $results
>> $ARGSRef => {}
>> </%ARGS>
>> <%INIT>
>> return unless $ARGSRef->{'SubmitTicket'};
>>
>> my $CFs = $TicketObj->CustomFields;
>> my $ValidCFs = $m->comp(
>>     '/Elements/ValidateCustomFields',
>>     CustomFields => $CFs,
>>     NamePrefix => "Object-RT::Ticket-". $TicketObj->id ."-CustomField-",
>>     ARGSRef => $ARGSRef
>> );
>> unless ( $ValidCFs ) {
>>     $$skip_update = 1;
>>     while (my $CF = $CFs->Next) {
>>         my $msg = $m->notes('InvalidField-' . $CF->Id) or next;
>>         push @$results, loc($CF->Name) . ': ' . $msg;
>>     }
>> }
>> </%INIT>
>>
>
> I take it that I need to make sure that it sets the Queue value and
> something like that but compared to the CF code I don't really see how I
> should add the Queue in this.
> I've tried copying the above CF value, but I can't seem to get it to work
> (keep getting syntax errors). Basically I'm lost in translation on this one
> O_o
>
> My goal is to eventually create a specific callback for this, thus not
> editing the CustomFieldsOnUpdate extension.
> Could someone with a little more experience with Callbacks shed some light
> on this? I would expect this to be dead simple, I just don't yet have a
> good grasp on the syntax and the works.
>
> Thanks in advance.
>
> -- Bart
>
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From haim at dimer.org  Mon Feb 13 09:19:29 2012
From: haim at dimer.org (Haim Dimer)
Date: Mon, 13 Feb 2012 15:19:29 +0100
Subject: [rt-users] Hide Option for Tabs
In-Reply-To: <CAHY2KhSqojBzXVdXB1Htz2nwiTifCZG8xk5rO7Hib-mR4PmHgA@mail.gmail.com>
References: <CAHY2KhSqojBzXVdXB1Htz2nwiTifCZG8xk5rO7Hib-mR4PmHgA@mail.gmail.com>
Message-ID: <CAGE22x-3boftCuYdSGnm3pEuoXGX4xHQ6TqdRDHZL6N5vpk+Tw@mail.gmail.com>

This is my first attempt at answering a post on this list, so bear with me..

Here's an idea for a solution. In $RTHOME/local/html/Elements/Tabs you
can put if clauses based on methods for the $session object. I don't
know which methods are available but I suppose you could find one that
says "IsMember( GroupA)". Here's an example of working code just to
get you moving.

if ( $session{'CurrentUser'}->HasRight( Right => 'AdminUsers', Object
=> RT->System ) )
   {
     $tools->child( reports => title => loc('Reports'), path     =>
'/Reports/Activity/',description => loc('Activity Report') );
   }

Ha?m.

2012/2/13 Pattabi Prasanna <escort146 at gmail.com>:
> Hi,
> ? ? i want to hide certain options available in Tools Tab based on
> User Group, for example Group A user should have that option
> displayed, while Group B user should not find that option.
> HideConfiguration doc works for only Configuration tab but i need for
> other tabs, child tabs.
>
>
>
> Thanks in Advance,
> P. Prasanna
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

From brodard.anthony at gmail.com  Mon Feb 13 09:23:18 2012
From: brodard.anthony at gmail.com (Anthony BRODARD)
Date: Mon, 13 Feb 2012 15:23:18 +0100
Subject: [rt-users] Manage user rights
Message-ID: <CAOkyUcdxss9MRsQZXbXbtfZ8G0c7n3R8w_g1BqDQbzv4UiQ1HA@mail.gmail.com>

Hi list,

I'm running on RT 3.8.7.
I have some fonctionnal user which appear in the Query Builder, in the list
of possible tickets owners.
I would to drop there users from the list. They don't have the "Own Ticket"
right. They are only used as "admin-cc" in queues, and are not privileged.
But they always are in the list. Did you know which right cause this
problem ?

How do you manage your users / groups / files rights ? And have you any
tool which permit to see right for a specific user / group / file ?
I've tried to install the plugin RTx-RightsMatrix, but it isn't compatible
with this version of RT.

Thanks,
Anthony
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From asanka_gunasekera at yahoo.co.uk  Mon Feb 13 09:38:52 2012
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Mon, 13 Feb 2012 14:38:52 +0000 (GMT)
Subject: [rt-users] setting up approvals on RT 4.0.1
References: <1325145855.15644.YahooMailNeo@web29019.mail.ird.yahoo.com>
	<20120103180411.GD1077@jibsheet.com>
	<1325741521.88019.YahooMailNeo@web29001.mail.ird.yahoo.com>
	<1325744636.89840.YahooMailNeo@web29006.mail.ird.yahoo.com>
	<1326176513.41046.YahooMailNeo@web29020.mail.ird.yahoo.com>
	<1326947299.40846.YahooMailNeo@web29006.mail.ird.yahoo.com>
	<1329130697.47616.YahooMailNeo@web29003.mail.ird.yahoo.com> 
Message-ID: <1329143932.34462.YahooMailNeo@web29007.mail.ird.yahoo.com>

Hi I found why the tickets are not visible in the approvals tab. when a ticket is created for approvals the owner is "nobody" rather than the person who is approving the ticket.

Now can some one tell me what I am doing wrong, below is my template 

===Create-Ticket: poreq
Subject: Approve purchase order for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: Approvals-PO
Type: approval
Owner: approval at iil.informatics.lk #username-of-owner?? #note this is so that notifications work properly
Content: Someone has created a purchase requisition.? Please review and approve it, so they can spend some money.
ENDOFCONTENT

Thanks and regards

________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>; "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Monday, 13 February 2012, 16:28
Subject: Re: [rt-users] setting up approvals on RT 4.0.1

Hi, I am sure some one would have got this working, is there any one who can give me some hand in this, though I can see the ticket created by looing up in the logs. Aprovals do not show up in approvals tab?

Thanks 

________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>; "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Thursday, 19 January 2012, 9:58
Subject: Re: [rt-users] setting up approvals on RT 4.0.1

Hi I am stuck! any help can any one give on this

________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>; "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Tuesday, 10 January 2012, 11:51
Subject: Re: [rt-users] setting up approvals on RT 4.0.1

Hi Can any one tell me what I am doing wrong??????

Thanks and regards

________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>; "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Thursday, 5 January 2012, 11:53
Subject: Re: [rt-users] setting up approvals on RT 4.0.1

Hi, the steps which I have taken while trying to setup Approvals as follows

1) Create queue PO-Qre
??? ??? a) Create template "Create Approvals"
??? ??? ===Create-Ticket: poreq ??? ??? Subject: Approve purchase order for {$Tickets{'TOP'}->Subject} ??? ??? Depended-On-By: TOP ??? ??? Queue: Approvals-PO ??? ??? Type: approval ??? ??? Owner: username-of-owner   #note this is so that notifications work properly ??? ??? Content: Someone has created a purchase requisition.  Please review and approve it, so they can spend some money. ??? ??? ENDOFCONTENT
??? ??? b) Create the script "Create PO-Req approval"

??? ??? Description: Create PO Req approval ??? ??? Condition: On Create ??? ??? Action: Create Tickets ??? ??? Template: Create Approval ??? ??? Stage: TransactionCreate

??? c)gave permission to the users who can create tickets under PO-Req

2) Create Approvals-PO queue

??? d)Copy templates from _Approvals (or ran the script)
??? e)Set the reply address to PO-Req
??? f)Add the people as AddminCC who are to approve the ticlets
? 
Now when I create a ticket under PO-Req, in the log it says it is creating ticket in Approvel-PO queue.
But I am unable to find the
 tickets
 in the DB or under Approvals tab

Can some one tell me what is going
 on!!!

Thanks and best Regards

________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Thursday, 5 January 2012, 11:02
Subject: Re: [rt-users] setting up approvals on RT 4.0.1

Thanks you for the reply

Best Regards

________________________________
 From: Kevin Falcone <falcone at bestpractical.com>
To: rt-users at lists.bestpractical.com 
Sent: Tuesday, 3 January 2012, 23:34
Subject: Re: [rt-users] setting up approvals on RT 4.0.1

On Thu, Dec 29, 2011 at 08:04:15AM +0000, Asanka Gunasekera
 wrote:
>? ? Hi All, I am trying to set up approvals on RT 4.0.1 and I am following
>? ? http://requesttracker.wikia.com/wiki/ApprovalCreation
>? ? but in this document it talks about copying scripts and templates from _Approval queue.
>? ? I can only find 5 templates but there are no scripts

Those Scrips were replaced in about mid-3.8 with
RT::Approval::Rules::*.? You shouldn't need to copy them anywhere in
order to use Approvals.? You'll want to modify the Templates as needed
and set up your CreateTickets scrip to actually create the Approvals
tickets.

-kevin

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston ?
 March 5 & 6, 2012

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston ? March 5 & 6, 2012
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From trs at bestpractical.com  Mon Feb 13 10:18:20 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 13 Feb 2012 10:18:20 -0500
Subject: [rt-users] setting up approvals on RT 4.0.1
In-Reply-To: <1329143932.34462.YahooMailNeo@web29007.mail.ird.yahoo.com>
References: <1325145855.15644.YahooMailNeo@web29019.mail.ird.yahoo.com>
	<20120103180411.GD1077@jibsheet.com>
	<1325741521.88019.YahooMailNeo@web29001.mail.ird.yahoo.com>
	<1325744636.89840.YahooMailNeo@web29006.mail.ird.yahoo.com>
	<1326176513.41046.YahooMailNeo@web29020.mail.ird.yahoo.com>
	<1326947299.40846.YahooMailNeo@web29006.mail.ird.yahoo.com>
	<1329130697.47616.YahooMailNeo@web29003.mail.ird.yahoo.com>
	<1329143932.34462.YahooMailNeo@web29007.mail.ird.yahoo.com>
Message-ID: <4F3929BC.3060908@bestpractical.com>

On 02/13/2012 09:38 AM, Asanka Gunasekera wrote:
> Now can some one tell me what I am doing wrong, below is my template
> 
> ===Create-Ticket: poreq
> Subject: Approve purchase order for {$Tickets{'TOP'}->Subject}
> Depended-On-By: TOP
> Queue: Approvals-PO

This _won't_ work.  You _need_ to use the ___Approvals queue.  (Kevin,
my coworker, told you this a while ago.)

> Type: approval
> Owner: approval at iil.informatics.lk #username-of-owner   #note this is so
> that notifications work properly

Trailing comments like the above aren't supported, so RT is trying to
set the Owner to "approval at iil.informatics.lk #username-of-owner   #note
this is so that notifications work properly".  That doesn't work, as you
might imagine.

Thomas

From ruz at bestpractical.com  Mon Feb 13 11:46:46 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 13 Feb 2012 20:46:46 +0400
Subject: [rt-users] Manage user rights
In-Reply-To: <CAOkyUcdxss9MRsQZXbXbtfZ8G0c7n3R8w_g1BqDQbzv4UiQ1HA@mail.gmail.com>
References: <CAOkyUcdxss9MRsQZXbXbtfZ8G0c7n3R8w_g1BqDQbzv4UiQ1HA@mail.gmail.com>
Message-ID: <CAMOxC8vYRNdWG3132HtprZokWDY+4J4sf-cthE8Y_cBFoRraHg@mail.gmail.com>

Hi,

This list select more people than it should if you grant OwnTicket to a role.

I'm pretty sure RightsMatrix worked with RT 3.8.x, may be older versions.

You can always `select * from ACL where RightName = 'OwnTicket'` and
work from there.

On Mon, Feb 13, 2012 at 18:23, Anthony BRODARD
<brodard.anthony at gmail.com> wrote:
> Hi list,
>
> I'm running on RT 3.8.7.
> I have some fonctionnal user which appear in the Query Builder, in the list
> of possible tickets owners.
> I would to drop there users from the list. They don't have the "Own Ticket"
> right. They are only used as "admin-cc" in queues, and are not privileged.
> But they always are in the list. Did you know which right cause this problem
> ?
>
> How do you manage your users / groups / files rights ? And have you any tool
> which permit to see right for a specific user / group / file ?
> I've tried to install the plugin RTx-RightsMatrix, but it isn't compatible
> with this version of RT.
>
> Thanks,
> Anthony
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

-- 
Best regards, Ruslan.

From ruz at bestpractical.com  Mon Feb 13 11:56:17 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 13 Feb 2012 20:56:17 +0400
Subject: [rt-users] Add queue change to Update.html (comment/reply)
In-Reply-To: <CAB2d3rYp7M=qi6p7rwOfgC=uAw3U04CqT6tcMbvH+W57MLUpWg@mail.gmail.com>
References: <CAB2d3rZD+GG+kTBVVxwth3NSK1_StT3fLewNuxyg4KkV5iq_iQ@mail.gmail.com>
	<CAB2d3rYp7M=qi6p7rwOfgC=uAw3U04CqT6tcMbvH+W57MLUpWg@mail.gmail.com>
Message-ID: <CAMOxC8uWU=+nSFwz9wNrTwNh5jUxMCc2AiVJF7gq8qESMFNxNg@mail.gmail.com>

On Mon, Feb 13, 2012 at 17:45, Bart <bart at pleh.info> wrote:
> Slight update, adding this to the AfterWorked file also shows the current
> Queue a ticket belongs to.
> Also, changing the queue now works :-)
>
>> <& /Elements/SelectQueue,
>> ??? Name?????????? => "Queue",
>> ??? InTable??????? => 1,
>> ??? ShowNullOption => 0,
>> ??? Default??????? => $Ticket->QueueObj->Id,
>> &>
>
>
> Now I just need to figure out how I'm able to add the name of the Queue
> dropdown, currently it looks a bit odd. (see screenshot)
>
> Is there a simple option for that in the above syntax?

AfterWorked is probably called inside html <table>, so you should put
something like:

<tr><td class="label">Queue</td><td>
<& .... &>
</td></tr>

-- 
Best regards, Ruslan.

From falcone at bestpractical.com  Mon Feb 13 12:04:06 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 13 Feb 2012 12:04:06 -0500
Subject: [rt-users] RT Instance pulling names but not emails
In-Reply-To: <4F358557.2040608@linguamatics.com>
References: <4F358557.2040608@linguamatics.com>
Message-ID: <20120213170406.GG96259@jibsheet.com>

On Fri, Feb 10, 2012 at 04:00:07PM -0500, Scott Pestana wrote:
>     My second problem (potentially related to my last) is on our
> external customer support RT instance. When internal employees first
> send in requests, their names are harvested, but NOT their emails,
> meaning that they could not get email updates when replies were to
> be sent.  If we manually set their email addresses everything works
> from there.
>     We have RT configured to pull our internal employees from LDAP,
> and we are (hopefully) set up to accept new users from the outside.
> However in practice the system is accepting email ids for external
> users, but not harvesting their names, resulting in strings like
> "This is correspondence from ." note the empty/null string after
> "from" and before the period.

We'd really need to see debug level logs for when a user sends mail to
have a sense of what is going on.

-kevin

>     Is there something wrong we've done with regard to RT user
> creation?  This is our External* config:
> 
> ExternalAuthPriority:     []
> 
> ExternalInfoPriority:     [
>           'Lingua_LDAP'
>         ]
> 
> ExternalServiceUsesSSLorTLS:     0
> 
> ExternalSettings:     {
>           'Lingua_LDAP' => {
>                              'base' => 'ou=users,dc=linguamatics,dc=com',
>                              'net_ldap_args' => [
>                                                   'version',
>                                                   3
>                                                 ],
>                              'filter' =>
> '(|(objectClass=posixAccount)(objectClass=account))',
>                              'server' => 'ldap1.linguamatics.com',
>                              'type' => 'ldap',
>                              'attr_match_list' => [
>                                                     'EmailAddress'
>                                                   ],
>                              'tls' => 0,
>                              'attr_map' => {
>                                              'RealName' => 'cn',
>                                              'EmailAddress' => 'mail',
>                                              'Name' => 'uid',
>                                              'Gecos' => 'gecos',
>                                              'ExternalAuthId' => 'uid'
>                                            }
>                            }
>         }
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From falcone at bestpractical.com  Mon Feb 13 12:06:58 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 13 Feb 2012 12:06:58 -0500
Subject: [rt-users] Problems with new users
In-Reply-To: <4F3581E5.7090709@linguamatics.com>
References: <4F3581E5.7090709@linguamatics.com>
Message-ID: <20120213170658.GH96259@jibsheet.com>

On Fri, Feb 10, 2012 at 03:45:25PM -0500, Scott Pestana wrote:
>     For example: one user can send in emails to the RT queue and
> proceed normally.  However if he tries to log in to the web version,
> the RT system treats him like is associated with a different queue
> than the rest of our users.  When he tried to create a ticket
> through the web RT would create the ticket in this wrong queue, and
> he immediately got an error that he did not have permissions to view
> his ticket.

It'd be useful to see some sort of screenshot of what he's seeing.

>      RT creates an internal user for him, unlike the rest of our
> employees who don't show up in the user list because they exist in
> the configured LDAP.  I disabled the (discontinued) queue, and

As a heads up, RT *always* create an internal user, even for users
pulled from LDAP.

There is no password stored, but RT must have an internal user account,
otherwise the user can't be associated with tickets.

> edited the user created form him to disassociate it from him
> (rename, re-email, etc), and then had him try to log in again.
> Again, RT created a user with his name/credentials in its own SQL
> database instead of querying LDAP, and associated his user with the
> now disabled queue.  He can no longer create tickets because the
> queue is disabled, and I can't figure out how to alter his account
> to associate him with the proper queue.

As I mentioned on your other mail, debug level logs of what happens on
login are much more likely to show us what is going on than
descriptions of the problem.

I'll also note that your ExternalAuth config didn't allow for LDAP
auth, so I'm not sure what password your users are using.

-kevin
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From falcone at bestpractical.com  Mon Feb 13 12:09:59 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 13 Feb 2012 12:09:59 -0500
Subject: [rt-users] Use the same Template when a ticket is created in a
 queue and when a ticket is moved to a new queue
In-Reply-To: <CAGE22x8B2ZKGQj8NG6TdBjZRrBM3OU8-0yoHC0SpWhutGFi_3w@mail.gmail.com>
References: <CAGE22x8B2ZKGQj8NG6TdBjZRrBM3OU8-0yoHC0SpWhutGFi_3w@mail.gmail.com>
Message-ID: <20120213170959.GI96259@jibsheet.com>

On Sat, Feb 11, 2012 at 09:53:49PM +0100, Haim Dimer wrote:
> 1. RT moves the ticket to the new Queue
> 2. RT then runs the scrip with the "Notify New Owners" Template
> 3. RT realizes that User A cannot work Queue 2
> 4. RT disowns User A from the Ticket and attributes it the Nobody
> 
> The fact that action #4 happens after #2 makes it so that my logic in
> "Notify New Owners" is not working.
> 
> I can't simply remove the first check from my Template, here's why: If
> the ticket was owned by User B, since that user can work both Queues,
> RT would not change ownership on queue change therefore no one needs
> to be notified.
> 
> I hope I was clear enough. I'd love some advice on what to do here. Thanks guys.

What condition are you using, a custom one?  You may need to tune it
to be On Create OR On Owner change to Nobody which will probably get
you what you want.

-kevin
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From brodard.anthony at gmail.com  Mon Feb 13 12:17:04 2012
From: brodard.anthony at gmail.com (Anthony BRODARD)
Date: Mon, 13 Feb 2012 18:17:04 +0100
Subject: [rt-users] Manage user rights
In-Reply-To: <CAMOxC8vYRNdWG3132HtprZokWDY+4J4sf-cthE8Y_cBFoRraHg@mail.gmail.com>
References: <CAOkyUcdxss9MRsQZXbXbtfZ8G0c7n3R8w_g1BqDQbzv4UiQ1HA@mail.gmail.com>
	<CAMOxC8vYRNdWG3132HtprZokWDY+4J4sf-cthE8Y_cBFoRraHg@mail.gmail.com>
Message-ID: <CAOkyUcf12=hJVNOB-R0MKWFWLSt70k9wiCD8dD14ko5CWhaRKQ@mail.gmail.com>

Hi Ruslan,

Thanks for your answer.
So, I will retry to install RightMatrix on our test platform.

About the SQL request, we have only 1 occurrence of an "AdminCc" with the
"OwnTickets" right, but the queue is disable, and the right didn't concern
the users displayed in the list.
All others occurences have the entry "Group" in "PrincipalType". The users
concerned are not in any group.

Regards,
Anthony

2012/2/13 Ruslan Zakirov <ruz at bestpractical.com>

> Hi,
>
> This list select more people than it should if you grant OwnTicket to a
> role.
>
> I'm pretty sure RightsMatrix worked with RT 3.8.x, may be older versions.
>
> You can always `select * from ACL where RightName = 'OwnTicket'` and
> work from there.
>
> On Mon, Feb 13, 2012 at 18:23, Anthony BRODARD
> <brodard.anthony at gmail.com> wrote:
> > Hi list,
> >
> > I'm running on RT 3.8.7.
> > I have some fonctionnal user which appear in the Query Builder, in the
> list
> > of possible tickets owners.
> > I would to drop there users from the list. They don't have the "Own
> Ticket"
> > right. They are only used as "admin-cc" in queues, and are not
> privileged.
> > But they always are in the list. Did you know which right cause this
> problem
> > ?
> >
> > How do you manage your users / groups / files rights ? And have you any
> tool
> > which permit to see right for a specific user / group / file ?
> > I've tried to install the plugin RTx-RightsMatrix, but it isn't
> compatible
> > with this version of RT.
> >
> > Thanks,
> > Anthony
> > --------
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > * Boston ? March 5 & 6, 2012
>
>
>
> --
> Best regards, Ruslan.
>
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From falcone at bestpractical.com  Mon Feb 13 12:20:22 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 13 Feb 2012 12:20:22 -0500
Subject: [rt-users] Hide Option for Tabs
In-Reply-To: <CAGE22x-3boftCuYdSGnm3pEuoXGX4xHQ6TqdRDHZL6N5vpk+Tw@mail.gmail.com>
References: <CAHY2KhSqojBzXVdXB1Htz2nwiTifCZG8xk5rO7Hib-mR4PmHgA@mail.gmail.com>
	<CAGE22x-3boftCuYdSGnm3pEuoXGX4xHQ6TqdRDHZL6N5vpk+Tw@mail.gmail.com>
Message-ID: <20120213172022.GJ96259@jibsheet.com>

On Mon, Feb 13, 2012 at 03:19:29PM +0100, Haim Dimer wrote:
> This is my first attempt at answering a post on this list, so bear with me..
> 
> Here's an idea for a solution. In $RTHOME/local/html/Elements/Tabs you
> can put if clauses based on methods for the $session object. I don't

Please don't override html/Elements/Tabs, it's a large file and
every time you upgrade you'll need to merge your changes.

Use the Privileged or Unprivileged callbacks that we provide.

There are examples of how to do this cleanly on
http://requesttracker.wikia.com/wiki/Menus

For Pattabi's workflow, you'll want $group->HasMemberRecursively to
check if someone is in a group.

It often makes sense to optimize this code to check the membership and
then cache some information in the user's session.  We've profiled a
number of RT instances for clients where lots of extra group checks
caused page slowdowns until we added some caching in.

-kevin

> know which methods are available but I suppose you could find one that
> says "IsMember( GroupA)". Here's an example of working code just to
> get you moving.
> 
> if ( $session{'CurrentUser'}->HasRight( Right => 'AdminUsers', Object
> => RT->System ) )
>    {
>      $tools->child( reports => title => loc('Reports'), path     =>
> '/Reports/Activity/',description => loc('Activity Report') );
>    }
> 
> Ha?m.
> 
> 2012/2/13 Pattabi Prasanna <escort146 at gmail.com>:
> > Hi,
> > ? ? i want to hide certain options available in Tools Tab based on
> > User Group, for example Group A user should have that option
> > displayed, while Group B user should not find that option.
> > HideConfiguration doc works for only Configuration tab but i need for
> > other tabs, child tabs.
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From falcone at bestpractical.com  Mon Feb 13 12:27:45 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 13 Feb 2012 12:27:45 -0500
Subject: [rt-users] Manage user rights
In-Reply-To: <CAOkyUcf12=hJVNOB-R0MKWFWLSt70k9wiCD8dD14ko5CWhaRKQ@mail.gmail.com>
References: <CAOkyUcdxss9MRsQZXbXbtfZ8G0c7n3R8w_g1BqDQbzv4UiQ1HA@mail.gmail.com>
	<CAMOxC8vYRNdWG3132HtprZokWDY+4J4sf-cthE8Y_cBFoRraHg@mail.gmail.com>
	<CAOkyUcf12=hJVNOB-R0MKWFWLSt70k9wiCD8dD14ko5CWhaRKQ@mail.gmail.com>
Message-ID: <20120213172745.GK96259@jibsheet.com>

On Mon, Feb 13, 2012 at 06:17:04PM +0100, Anthony BRODARD wrote:
>    About the SQL request, we have only 1 occurrence of an "AdminCc" with the "OwnTickets" right,
>    but the queue is disable, and the right didn't concern the users displayed in the list.
>    All others occurences have the entry "Group" in "PrincipalType". The users concerned are not
>    in any group.

Keep in mind that users are in lots of groups (for example, they're
going to be in Everyone and Unprivileged) and they'll be in Role
groups on tickets.  You should join through to Groups and look at what
groups they're actually in.

-kevin
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From sgs-lists at codewell.com  Mon Feb 13 12:07:33 2012
From: sgs-lists at codewell.com (Steve Sisak)
Date: Mon, 13 Feb 2012 12:07:33 -0500
Subject: [rt-users] Preferred Perl version for 4.0.x?
Message-ID: <p0623090bcb5ef1de9048@[10.0.1.68]>

Does anyone know what version of Perl RT 4.x prefers?

I worked out a good recipe for installing RT 3.x on Mac OS X Server 
10.6 which involved giving RT it's own copy of perl 5.8.9, built 
exactly the way RT wants.

RT 3.x won't compile on Perl 5.12 and wants Perl built 
single-threaded and with other special options -- giving RT a private 
Perl install to chew on works fine, however. The RT docs don't seem 
to have been updated in a long time.

Lion Server ships with 5.12.3, but running CPAN on Apple's default 
Perl install can leave your server non-functional with no way to get 
back w/o reinstalling the OS.

I'm about to build a new server based on 10.7 (Lion) and plan on 
bringing up a fresh RT instance -- since I'm giving RT a private 
Perl, would like to give it exactly what it wants.

If anyone wants it, I'll post the recipe once I get the server back on line.

Thanks,

-Steve

From falcone at bestpractical.com  Mon Feb 13 13:18:04 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 13 Feb 2012 13:18:04 -0500
Subject: [rt-users] Preferred Perl version for 4.0.x?
In-Reply-To: <p0623090bcb5ef1de9048@[10.0.1.68]>
References: <p0623090bcb5ef1de9048@[10.0.1.68]>
Message-ID: <20120213181804.GL96259@jibsheet.com>

On Mon, Feb 13, 2012 at 12:07:33PM -0500, Steve Sisak wrote:
> I worked out a good recipe for installing RT 3.x on Mac OS X Server
> 10.6 which involved giving RT it's own copy of perl 5.8.9, built
> exactly the way RT wants.
> 
> RT 3.x won't compile on Perl 5.12 and wants Perl built
> single-threaded and with other special options -- giving RT a
> private Perl install to chew on works fine, however. The RT docs
> don't seem to have been updated in a long time.

I run RT 3.8 and 4.0 on 5.12.3 as my standard testing perl, on Lion
and previously on Snow Leopard. It works fine.

> Lion Server ships with 5.12.3, but running CPAN on Apple's default
> Perl install can leave your server non-functional with no way to get
> back w/o reinstalling the OS.

That sounds like a fascinating Apple bug that I haven't encountered.

> I'm about to build a new server based on 10.7 (Lion) and plan on
> bringing up a fresh RT instance -- since I'm giving RT a private
> Perl, would like to give it exactly what it wants.
> 
> If anyone wants it, I'll post the recipe once I get the server back on line.

As far as I know, RT will pass tests on 5.8.3 or greater, but you'll
almost certainly have a better toolchain experience if you use 5.12.3 or 5.14.2.
We've deployed RT for clients against custom built 5.12.3 and 5.14.2
without issue (including on OS-X server).

-kevin
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From van.howell at lcu.edu  Mon Feb 13 13:30:26 2012
From: van.howell at lcu.edu (Howell, Van)
Date: Mon, 13 Feb 2012 18:30:26 +0000
Subject: [rt-users] configuration help
Message-ID: <84E70F84D007E14BBD13A402719AF27C1586EB8E@SN2PRD0102MB153.prod.exchangelabs.com>

I am working to configure a new ticketing system.
I have RT setup to pick up mail via FetchMail.
I am also running OpenNMS. From time to Time OpenNMS send an email for a problem. It has a notice number.
This problem is recorded in RT as a ticket like this...
"Notice #486: HTTP down on library.lcu.edu (10.1.0.14) on node library.lcu.edu."
When the service us brought back up OpenNMS sends a second mail reporting the problem as resolved like this...
"RESOLVED: Notice #486: HTTP down on library.lcu.edu (10.1.0.14) on node library.lcu.edu."

The Notice # stays the same in OpenNMS. Is there a way to read this key and have RT enter this additional email from OpenNMS as a resolution to the first ticket?

I am new to both OpenNMS and RT but I think I can set OpenNMS to send the resolution to a different mail address like OpenNMS-Comment at mydomain.edu<mailto:OpenNMS-Comment at mydomain.edu> and then have RT check that box for resolutions. But how do I apply it to a specific RT ticket?

Van Howell
System Administrator
Lubbock Christian University

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From falcone at bestpractical.com  Mon Feb 13 13:40:23 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 13 Feb 2012 13:40:23 -0500
Subject: [rt-users] configuration help
In-Reply-To: <84E70F84D007E14BBD13A402719AF27C1586EB8E@SN2PRD0102MB153.prod.exchangelabs.com>
References: <84E70F84D007E14BBD13A402719AF27C1586EB8E@SN2PRD0102MB153.prod.exchangelabs.com>
Message-ID: <20120213184023.GM96259@jibsheet.com>

On Mon, Feb 13, 2012 at 06:30:26PM +0000, Howell, Van wrote:
>    I am working to configure a new ticketing system.
> 
>    I have RT setup to pick up mail via FetchMail.
> 
>    I am also running OpenNMS. From time to Time OpenNMS send an email for a problem. It has a
>    notice number.
> 
>    This problem is recorded in RT as a ticket like this...
> 
>    "Notice #486: HTTP down on library.lcu.edu (10.1.0.14) on node library.lcu.edu."
> 
>    When the service us brought back up OpenNMS sends a second mail reporting the problem as
>    resolved like this...
> 
>    "RESOLVED: Notice #486: HTTP down on library.lcu.edu (10.1.0.14) on node library.lcu.edu."
> 
> 
> 
>    The Notice # stays the same in OpenNMS. Is there a way to read this key and have RT enter this
>    additional email from OpenNMS as a resolution to the first ticket?
> 
> 
> 
>    I am new to both OpenNMS and RT but I think I can set OpenNMS to send the resolution to a
>    different mail address like [1]OpenNMS-Comment at mydomain.edu and then have RT check that box
>    for resolutions. But how do I apply it to a specific RT ticket?

You can use the same kind of code we're doing in RT-Extension-Nagios,
but I know that OpenNMS offers an RT connector that you may want to
use instead of email.  It can raise an RT ticket and then resolve it
when the alert is over.

You'll need to look at their site for information though, it's
something they built to interact with us.

-kevin
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From bart at pleh.info  Mon Feb 13 13:53:26 2012
From: bart at pleh.info (Bart)
Date: Mon, 13 Feb 2012 19:53:26 +0100
Subject: [rt-users] Add queue change to Update.html (comment/reply)
In-Reply-To: <CAMOxC8uWU=+nSFwz9wNrTwNh5jUxMCc2AiVJF7gq8qESMFNxNg@mail.gmail.com>
References: <CAB2d3rZD+GG+kTBVVxwth3NSK1_StT3fLewNuxyg4KkV5iq_iQ@mail.gmail.com>
	<CAB2d3rYp7M=qi6p7rwOfgC=uAw3U04CqT6tcMbvH+W57MLUpWg@mail.gmail.com>
	<CAMOxC8uWU=+nSFwz9wNrTwNh5jUxMCc2AiVJF7gq8qESMFNxNg@mail.gmail.com>
Message-ID: <CAB2d3rZZV=JSsL+eaBhZhZuEMHZo39Amj=5mN7CDQ-cJqs13cw@mail.gmail.com>

Cheers, didn't know I could use HTML in the AfterWorked file.

Will have a look at the page code (as displayed in the screenshot) and see
if it's indeed called inside the table.

If so then your snippet would probably do the trick, thanks :)

-- Bart

Op 13 februari 2012 17:56 schreef Ruslan Zakirov
<ruz at bestpractical.com>het volgende:

> On Mon, Feb 13, 2012 at 17:45, Bart <bart at pleh.info> wrote:
> > Slight update, adding this to the AfterWorked file also shows the current
> > Queue a ticket belongs to.
> > Also, changing the queue now works :-)
> >
> >> <& /Elements/SelectQueue,
> >>     Name           => "Queue",
> >>     InTable        => 1,
> >>     ShowNullOption => 0,
> >>     Default        => $Ticket->QueueObj->Id,
> >> &>
> >
> >
> > Now I just need to figure out how I'm able to add the name of the Queue
> > dropdown, currently it looks a bit odd. (see screenshot)
> >
> > Is there a simple option for that in the above syntax?
>
> AfterWorked is probably called inside html <table>, so you should put
> something like:
>
> <tr><td class="label">Queue</td><td>
> <& .... &>
> </td></tr>
>
> --
> Best regards, Ruslan.
>
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From sgs-lists at codewell.com  Mon Feb 13 14:30:17 2012
From: sgs-lists at codewell.com (Steve Sisak)
Date: Mon, 13 Feb 2012 14:30:17 -0500
Subject: [rt-users] Preferred Perl version for 4.0.x?
In-Reply-To: <20120213181804.GL96259@jibsheet.com>
References: <p0623090bcb5ef1de9048@[10.0.1.68]>
	<20120213181804.GL96259@jibsheet.com>
Message-ID: <p0623090dcb5f0f5a7952@[10.0.1.68]>

At 1:18 PM -0500 2/13/12, Kevin Falcone wrote:
>  > RT 3.x won't compile on Perl 5.12 and wants Perl built
>>  single-threaded and with other special options -- giving RT a
>>  private Perl install to chew on works fine, however. The RT docs
>>  don't seem to have been updated in a long time.
>
>I run RT 3.8 and 4.0 on 5.12.3 as my standard testing perl, on Lion
>and previously on Snow Leopard. It works fine.

It's been awhile since I messed with this, but to be absolutely 
specific, I was doing a migration of RT 3.4.4 to 3.8.3 and discovered 
that 3.4.4 contained a bunch of calls deprecated in Perl 5.12 and 
wouldn't pass tests until I backed off to Perl 5.8.9, so this could 
have been fixed any time after 3.4.4.

In any case, I'm planning on bringing up RT 4.0.5 this time and happy 
to give it whatever Perl it's most happy with.

>  > Lion Server ships with 5.12.3, but running CPAN on Apple's default
>>  Perl install can leave your server non-functional with no way to get
>>  back w/o reinstalling the OS.
>
>That sounds like a fascinating Apple bug that I haven't encountered.

Or you could call it a CPAN "feature" :-)

I agree that there ought to be a way to restore the system Perl back 
to what was shipped/qualified.

>  > I'm about to build a new server based on 10.7 (Lion) and plan on
>>  bringing up a fresh RT instance -- since I'm giving RT a private
>>  Perl, would like to give it exactly what it wants.
>>
>>  If anyone wants it, I'll post the recipe once I get the server back on line.
>
>As far as I know, RT will pass tests on 5.8.3 or greater, but you'll
>almost certainly have a better toolchain experience if you use 
>5.12.3 or 5.14.2.

That's the answer I was looking for.

>We've deployed RT for clients against custom built 5.12.3 and 5.14.2
>without issue (including on OS-X server).

Are there any special options you recommend?

For reference, the Perl build commands I ended up with for building 
into /usr/local/perl-5.8.9-rt on 10.6 are copied below as they may be 
generally useful.

Thanks,

-Steve

-------------

rm ./config.sh # prevent crud from accumulating
export SDK=/Developer/SDKs/MacOSX10.6.sdk
./Configure -ds -e -Dprefix=/usr/local/perl-5.8.9-rt -Dman3ext=3pm \
	-Duseshrplib -Dinc_version_list=none \
	-Dusedtrace \
	-Dcc=gcc-4.2 \
	-Accflags="-arch x86_64 -pipe -nostdinc \
		-B$SDK/usr/include/gcc \
		-B$SDK/usr/lib/gcc \
		-isystem$SDK/usr/include \
		-F$SDK/System/Library/Frameworks" \
	-Acppflags="-arch x86_64 -pipe" \
	-Aldflags="-arch x86_64 -Wl,-syslibroot,$SDK" \
	-Alddlflags="-arch x86_64 \
		-bundle -undefined dynamic_lookup -L/usr/local/lib"

sudo mkdir -p /usr/local/lib # shut up warnings if it doesn't exist
./build
make
make test
sudo make install

From david.hollinger at HWTears.com  Mon Feb 13 17:00:30 2012
From: david.hollinger at HWTears.com (David Hollinger)
Date: Mon, 13 Feb 2012 17:00:30 -0500
Subject: [rt-users] Parse ticket for words to prevent certain replies from
 reopening tickets
Message-ID: <9C38D667456F2245B87C2DAA5ECED65C25478ADB23@DC-MAIL.hwtears.com>

I'm trying to write a scrip that will parse the content of a ticket transaction after the ticket has been resolved and prevent any ticket with the reply "thanks", Thank you!, no problem, etc and variations of those from reopening the ticket as it throws our SLA metrics off.  The only problem I'm running into  is, I don't know what object the ticket content is stored in.  Is it a TranactionObj? (I'm assuming it is) If so, how do I assign that to a variable in the RT perl scrip.   Once I have that part done, I should be good to go.

Thanks!

David Hollinger III
IT Infrastructure Coordinator
Handwriting Without Tears
(301)263-2700 ext 285
(402)430-3127

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From van.howell at lcu.edu  Mon Feb 13 17:51:56 2012
From: van.howell at lcu.edu (Howell, Van)
Date: Mon, 13 Feb 2012 22:51:56 +0000
Subject: [rt-users] configuration help
In-Reply-To: <20120213184023.GM96259@jibsheet.com>
References: <84E70F84D007E14BBD13A402719AF27C1586EB8E@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120213184023.GM96259@jibsheet.com>
Message-ID: <84E70F84D007E14BBD13A402719AF27C1586F086@SN2PRD0102MB153.prod.exchangelabs.com>

Got it configured, It works well.
Thanks for your help.

Van Howell
System Administrator
Lubbock Christian University

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Monday, February 13, 2012 12:40 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] configuration help

On Mon, Feb 13, 2012 at 06:30:26PM +0000, Howell, Van wrote:
>    I am working to configure a new ticketing system.
> 
>    I have RT setup to pick up mail via FetchMail.
> 
>    I am also running OpenNMS. From time to Time OpenNMS send an email for a problem. It has a
>    notice number.
> 
>    This problem is recorded in RT as a ticket like this...
> 
>    "Notice #486: HTTP down on library.lcu.edu (10.1.0.14) on node library.lcu.edu."
> 
>    When the service us brought back up OpenNMS sends a second mail reporting the problem as
>    resolved like this...
> 
>    "RESOLVED: Notice #486: HTTP down on library.lcu.edu (10.1.0.14) on node library.lcu.edu."
> 
> 
> 
>    The Notice # stays the same in OpenNMS. Is there a way to read this key and have RT enter this
>    additional email from OpenNMS as a resolution to the first ticket?
> 
> 
> 
>    I am new to both OpenNMS and RT but I think I can set OpenNMS to send the resolution to a
>    different mail address like [1]OpenNMS-Comment at mydomain.edu and then have RT check that box
>    for resolutions. But how do I apply it to a specific RT ticket?

You can use the same kind of code we're doing in RT-Extension-Nagios, but I know that OpenNMS offers an RT connector that you may want to use instead of email.  It can raise an RT ticket and then resolve it when the alert is over.

You'll need to look at their site for information though, it's something they built to interact with us.

-kevin

From bart at pleh.info  Tue Feb 14 01:44:08 2012
From: bart at pleh.info (Bart)
Date: Tue, 14 Feb 2012 07:44:08 +0100
Subject: [rt-users] Add queue change to Update.html (comment/reply)
In-Reply-To: <CAB2d3rZZV=JSsL+eaBhZhZuEMHZo39Amj=5mN7CDQ-cJqs13cw@mail.gmail.com>
References: <CAB2d3rZD+GG+kTBVVxwth3NSK1_StT3fLewNuxyg4KkV5iq_iQ@mail.gmail.com>
	<CAB2d3rYp7M=qi6p7rwOfgC=uAw3U04CqT6tcMbvH+W57MLUpWg@mail.gmail.com>
	<CAMOxC8uWU=+nSFwz9wNrTwNh5jUxMCc2AiVJF7gq8qESMFNxNg@mail.gmail.com>
	<CAB2d3rZZV=JSsL+eaBhZhZuEMHZo39Amj=5mN7CDQ-cJqs13cw@mail.gmail.com>
Message-ID: <CAB2d3rbj_2GDgKv=YS=J6UbPOyUBLm+cHqkwCqz7aicN3bTJsg@mail.gmail.com>

You were right, it did get called inside the table :)

I've added this code which adopts the proper style:

<tr><td class="label">Queue:</td>
> <td><& /Elements/SelectQueue,
>     Name => "Queue",
>     Default => $Ticket->QueueObj->Id,
>     InTable => 1,
> &></td></tr>
>

The screenshot contains the result.

Now to make a seperate plugin out of it :) Not sure if I'm able to make
something for the CPAN repository, but I'll see how far I can get. (first
I'd like to see how this works as a seperate plugin along with to the
CustomFieldsOnUpdate plugin).

-- Bart

Op 13 februari 2012 19:53 schreef Bart <bart at pleh.info> het volgende:

> Cheers, didn't know I could use HTML in the AfterWorked file.
>
> Will have a look at the page code (as displayed in the screenshot) and see
> if it's indeed called inside the table.
>
> If so then your snippet would probably do the trick, thanks :)
>
> -- Bart
>
>
> Op 13 februari 2012 17:56 schreef Ruslan Zakirov <ruz at bestpractical.com>het volgende:
>
> On Mon, Feb 13, 2012 at 17:45, Bart <bart at pleh.info> wrote:
>> > Slight update, adding this to the AfterWorked file also shows the
>> current
>> > Queue a ticket belongs to.
>> > Also, changing the queue now works :-)
>> >
>> >> <& /Elements/SelectQueue,
>> >>     Name           => "Queue",
>> >>     InTable        => 1,
>> >>     ShowNullOption => 0,
>> >>     Default        => $Ticket->QueueObj->Id,
>> >> &>
>> >
>> >
>> > Now I just need to figure out how I'm able to add the name of the Queue
>> > dropdown, currently it looks a bit odd. (see screenshot)
>> >
>> > Is there a simple option for that in the above syntax?
>>
>> AfterWorked is probably called inside html <table>, so you should put
>> something like:
>>
>> <tr><td class="label">Queue</td><td>
>> <& .... &>
>> </td></tr>
>>
>> --
>> Best regards, Ruslan.
>>
>
>
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From haim at dimer.org  Tue Feb 14 05:38:03 2012
From: haim at dimer.org (Haim Dimer)
Date: Tue, 14 Feb 2012 11:38:03 +0100
Subject: [rt-users] Get a reminder by mail from MyReminders
Message-ID: <CAGE22x94vKVt_6F6D9_e+cJvOX6Nzje5ZDiqhvsA8x0bz+e_DQ@mail.gmail.com>

Hello,

When a reminder is set on a ticket, I would like to receive an email
30 minutes before it's due. I went over every page listed under
http://requesttracker.wikia.com/wiki/Reminders without success. What
am I missing?

Ha?m.

From bmartins at galileu.pt  Tue Feb 14 07:28:04 2012
From: bmartins at galileu.pt (Bruno Martins)
Date: Tue, 14 Feb 2012 12:28:04 +0000
Subject: [rt-users] Setup RT with Exchange Server 2010
Message-ID: <1510549EAAD18048862A0BB9D645881234CECC@WISEXC02.wiseplatforms.local>

Hello everyone,

Is there any guide available on how to configure RT to relay e-mail message sending and receiving tasks to external Exchange Server 2010?

Wiki page is a little low on information regarding to this question.

Best regards,

Bruno Martins
Assistente T?cnico / Technical Assistant
GALILEU Lisboa
bmartins at galileu.pt<mailto:bmartins at galileu.pt>
(+351) 213612222

[Description: Description: Description: http://www.galileu.pt/img/glisboa_mailsig.gif]<http://www.galileu.pt/>

Forma??o / Training
A?ores<http://acores.galileu.pt/> | Algarve<http://algarve.galileu.pt/> | Aveiro<http://aveiro.galileu.pt/> | Beja<http://beja.galileu.pt/> | Braga<http://braga.galileu.pt/> | Leiria<http://leiria.galileu.pt/> | Lisboa<http://lisboa.galileu.pt/> | Porto<http://porto.galileu.pt/>

Educa??o / Education
Escola Profissional Ruiz Costa<http://erc.galileu.pt/>

Consulting
GALILEU Consulting<http://consulting.galileu.pt/>

 www.galileu.pt  www.galileu.pt  www.galileu.pt  www.galileu.pt  www.galileu.pt  www.galileu.pt  www.galileu.pt <http://www.galileu.pt/>

GALILEU Lisboa

Alc?ntara Rio
Rua Fradesso da Silveira, 6 - Bloco C - 1? A/B      1300-609 LISBOA - Portugal
Tel: +351 21 3612200   Fax: +351 21 3612238

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From van.howell at lcu.edu  Tue Feb 14 10:15:11 2012
From: van.howell at lcu.edu (Howell, Van)
Date: Tue, 14 Feb 2012 15:15:11 +0000
Subject: [rt-users] configuration help
In-Reply-To: <20120213184023.GM96259@jibsheet.com>
References: <84E70F84D007E14BBD13A402719AF27C1586EB8E@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120213184023.GM96259@jibsheet.com>
Message-ID: <84E70F84D007E14BBD13A402719AF27C1586F935@SN2PRD0102MB153.prod.exchangelabs.com>

The OPENNMS/RT module works very well, but I would like to direct events from different provisioning groups to different queues. Like my SQL servers events need to go into my SQLServer Queue that my DBA watches. Do you know if that is possible?

Van Howell
System Administrator
Lubbock Christian University

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Monday, February 13, 2012 12:40 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] configuration help

On Mon, Feb 13, 2012 at 06:30:26PM +0000, Howell, Van wrote:
>    I am working to configure a new ticketing system.
> 
>    I have RT setup to pick up mail via FetchMail.
> 
>    I am also running OpenNMS. From time to Time OpenNMS send an email for a problem. It has a
>    notice number.
> 
>    This problem is recorded in RT as a ticket like this...
> 
>    "Notice #486: HTTP down on library.lcu.edu (10.1.0.14) on node library.lcu.edu."
> 
>    When the service us brought back up OpenNMS sends a second mail reporting the problem as
>    resolved like this...
> 
>    "RESOLVED: Notice #486: HTTP down on library.lcu.edu (10.1.0.14) on node library.lcu.edu."
> 
> 
> 
>    The Notice # stays the same in OpenNMS. Is there a way to read this key and have RT enter this
>    additional email from OpenNMS as a resolution to the first ticket?
> 
> 
> 
>    I am new to both OpenNMS and RT but I think I can set OpenNMS to send the resolution to a
>    different mail address like [1]OpenNMS-Comment at mydomain.edu and then have RT check that box
>    for resolutions. But how do I apply it to a specific RT ticket?

You can use the same kind of code we're doing in RT-Extension-Nagios, but I know that OpenNMS offers an RT connector that you may want to use instead of email.  It can raise an RT ticket and then resolve it when the alert is over.

You'll need to look at their site for information though, it's something they built to interact with us.

-kevin

From m81l1ngl15t5 at gmail.com  Tue Feb 14 10:21:03 2012
From: m81l1ngl15t5 at gmail.com (Jason Foster)
Date: Tue, 14 Feb 2012 10:21:03 -0500
Subject: [rt-users] Suitability for an academic use case
Message-ID: <DCD2F377-0A0F-4FD6-9245-CAE5DCD6B21A@gmail.com>

Hello all,

I am a university faculty member currently teaching 7 courses, dealing with issues for about 1000 students per year, and managing a squad of about 30 TAs.  I would _desperately_ love to use a ticketing system to manage the various requests that students (and TAs) make over the course of the year.  Having looked at the online documentation for RT, I think that it can handle this use case.  What I was hoping was to get some confirmation and suggestions from the list.  If you can help, here goes...

- We currently have an Apache web server configured to handle authentication against a central system using HTTPS and Basic auth (and we don't want to have to switch to (e.g.) OpenAuth)
- We are looking for as much automation as possible (specifically we don't want to have to create user accounts manually)
- Our users include students, TAs, and Course Instructors
- We would like students to be able to submit tickets against various items (e.g. midterm grades, assignment descriptions, etc.)
   - For items involving grades or other confidential information, only the originating student, TAs, and Course Instructors should be able to see the ticket
   - For items involving "public" information (e.g. clarification on an assignment point) all users should be able to see the ticket
- The Course Instructors would like to be able to assign responsibility for dealing with a ticket to one or more TAs
- As tickets are being dealt with, we would like to be able to attach a stream of comments, attachments, etc.
   - Comments "between" the TAs and Course Instructors as issues are resolved (e.g. discussions of why a grade was awarded) should be hidden from Students or the Requestor
   - "Public" comments (e.g. the resolution of their grade appeal request) should be visible to Students
- It would also be nice to be able to "tag" tickets to indicate the type of request being made (e.g. for an assignment there could be re-evalutation, suggestion, clarification, etc., requests)

This all feels possible in RT, and I'm hoping that it's also relatively straightforward.  The automatic registration of all users (with default status of Student) is the part that I'm most uncertain about, with the access control elements coming in second.

Thanks for your thoughts, suggestions, pointers, etc.  If it works, I'll happily spread the word among my colleagues... given these resource-constrained times, something like this would be welcomed with open arms!

Jason Foster
----------
Senior Lecturer in Engineering Design Education
Division of Engineering Science
Bahen Centre 2026
University of Toronto

From fireskyer at emailn.de  Tue Feb 14 11:15:58 2012
From: fireskyer at emailn.de (john s.)
Date: Tue, 14 Feb 2012 08:15:58 -0800 (PST)
Subject: [rt-users]  RSS feed doesn't work in Outlook/Thunderbird
Message-ID: <33323064.post@talk.nabble.com>

Hello everybody 

Ubuntu 10.04 Server LTS
RT 3.8.9 

We would like to use RSS feeds notifications over ths ms outlook client ...
but sth. doesn't work

Here is the RSS link: 

https://xxx.xxx.xxx/NoAuth/rss/user/74b8b94a96c1cb23/?Order=DESC&OrderBy=Created&Query=%20Owner%20%3D%20%27Nobody%27%20AND%20(%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27)

I tried some rss reader:

MS outlook2003: fail ( comes an error that the url is not valid and cannot
be found) 
Thunderbird: fail  ( comes an error that the url cannot be found plz. try
again)
NFReader: success 

All other RSS-Feeds from the internet are working together with thunderbird
and outlook.

the RT.Log doesn't show any errors of it an the same with the Apache Log  

Here is my RTSiteConfig:

#Set( $rtname, 'example.com');
#Set(@Plugins,(qw(Extension::QuickDelete RT::FM)));
#Set(@Plugins,'RT::Extension::JSGantt');
1;

###############################
#Standard Settings and Config##
###############################

Set(%GnuPG, Enable => 0 );

# $user_passwd_min defines the minimum length for user passwords. Setting
# it to 0 disables this check

# $Timezone is used to convert times entered by users into GMT and back
again
# It should be set to a timezone recognized by your local unix box.
#TIMEZONE . takes the timezone from linux installation.
my $zone = "CEST";
$zone='/bin/cat /etc/timezone'
if -f "/etc/timezone";
chomp $zone;
Set($Timezone, $zone);
#Set($WebPath , '/rt');
#Set($WebBaseURL , "http://rt.example.com");
Set($WebDomain, "xxx.xxx.local");
Set($WebPort, 443);
Set($LogToFileNamed , "rt.log");
Set($LogToFile,   'debug');
Set($RTAddressRegexp ,
'^help(-comment)?\@(help|admin)\.(example\.org|ourother\.domain\.com)$');
###################################################
#########################
#Data Base Config########
#########################
# }}}

# {{{ Database Configuration

# Database driver beeing used. Case matters
# Valid types are "mysql", "Oracle" and "Pg"

Set($DatabaseType , 'mysql');

# The domain name of your database server
# If you're running mysql and it's on localhost,
# leave it blank for enhanced performance
Set($DatabaseHost   , 'localhost');
Set($DatabaseRTHost , 'localhost');

# The port that your database server is running on.  Ignored unless it's
# a positive integer. It's usually safe to leave this blank
Set($DatabasePort , );

#The name of the database user (inside the database)
Set($DatabaseUser , 'rt_user');

# Password the DatabaseUser should use to access the database
Set($DatabasePassword , 'xxxx');
#####Loading Plugins########################
#############################################
Set(@Plugins,(qw(RT::Extension::JSGantt RT::Authen::ExternalAuth
RT::Extension::PriorityAsString RT::Extension::HistoryFilter
RT::Extension::ReminderImproved  )));
##################################################################
################JS Gantt Settings  #################
#Set(@Plugins,'RT::Extension::JSGantt');
Set(
        %JSGanttOptions,
        DefaultFormat => 'day', # or week or month or quarter
        ShowOwner     => 1,
        ShowProgress  => 1,
        ShowDuration  => 1,
        ColorScheme => ['ff0000', 'ffff00', 'ff00ff', '00ff00', '00ffff',
'0000ff'],
        # if can't find both start and end dates, use this color
        NullDatesColor => 333,
        # to caculate day length
        WorkingHoursPerDay => 8,
        # used to set start/end if one exists but the other does not
        DefaultDays => 7,
    );

############################################################

 regards john 

-- 
View this message in context: http://old.nabble.com/RSS-feed-doesn%27t-work-in-Outlook-Thunderbird-tp33323064p33323064.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

From falcone at bestpractical.com  Tue Feb 14 11:26:26 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 14 Feb 2012 11:26:26 -0500
Subject: [rt-users] Get a reminder by mail from MyReminders
In-Reply-To: <CAGE22x94vKVt_6F6D9_e+cJvOX6Nzje5ZDiqhvsA8x0bz+e_DQ@mail.gmail.com>
References: <CAGE22x94vKVt_6F6D9_e+cJvOX6Nzje5ZDiqhvsA8x0bz+e_DQ@mail.gmail.com>
Message-ID: <20120214162626.GN96259@jibsheet.com>

On Tue, Feb 14, 2012 at 11:38:03AM +0100, Haim Dimer wrote:
> When a reminder is set on a ticket, I would like to receive an email
> 30 minutes before it's due. I went over every page listed under
> http://requesttracker.wikia.com/wiki/Reminders without success. What
> am I missing?

This is not a core feature of RT's Reminders feature.  I believe there
are recipes for it using rt-crontool on the wiki and in the mailing
list archives.  Other people use a calendar feed to notify them
(that's what I do, rather than using Reminders).

-kevin
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From falcone at bestpractical.com  Tue Feb 14 11:27:39 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 14 Feb 2012 11:27:39 -0500
Subject: [rt-users] configuration help
In-Reply-To: <84E70F84D007E14BBD13A402719AF27C1586F935@SN2PRD0102MB153.prod.exchangelabs.com>
References: <84E70F84D007E14BBD13A402719AF27C1586EB8E@SN2PRD0102MB153.prod.exchangelabs.com>
	<20120213184023.GM96259@jibsheet.com>
	<84E70F84D007E14BBD13A402719AF27C1586F935@SN2PRD0102MB153.prod.exchangelabs.com>
Message-ID: <20120214162739.GO96259@jibsheet.com>

On Tue, Feb 14, 2012 at 03:15:11PM +0000, Howell, Van wrote:
> The OPENNMS/RT module works very well, but I would like to direct
> events from different provisioning groups to different queues. Like my
> SQL servers events need to go into my SQLServer Queue that my DBA
> watches. Do you know if that is possible?

I have no idea if the OpenNMS module can do that (you'd want to drop
them a line since they wrote it).  If not, you can write a Scrip to
move Queues after it's created.

-kevin

> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
> Sent: Monday, February 13, 2012 12:40 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] configuration help
> 
> On Mon, Feb 13, 2012 at 06:30:26PM +0000, Howell, Van wrote:
> >    I am working to configure a new ticketing system.
> > 
> >    I have RT setup to pick up mail via FetchMail.
> > 
> >    I am also running OpenNMS. From time to Time OpenNMS send an email for a problem. It has a
> >    notice number.
> > 
> >    This problem is recorded in RT as a ticket like this...
> > 
> >    "Notice #486: HTTP down on library.lcu.edu (10.1.0.14) on node library.lcu.edu."
> > 
> >    When the service us brought back up OpenNMS sends a second mail reporting the problem as
> >    resolved like this...
> > 
> >    "RESOLVED: Notice #486: HTTP down on library.lcu.edu (10.1.0.14) on node library.lcu.edu."
> > 
> > 
> > 
> >    The Notice # stays the same in OpenNMS. Is there a way to read this key and have RT enter this
> >    additional email from OpenNMS as a resolution to the first ticket?
> > 
> > 
> > 
> >    I am new to both OpenNMS and RT but I think I can set OpenNMS to send the resolution to a
> >    different mail address like [1]OpenNMS-Comment at mydomain.edu and then have RT check that box
> >    for resolutions. But how do I apply it to a specific RT ticket?
> 
> You can use the same kind of code we're doing in RT-Extension-Nagios, but I know that OpenNMS offers an RT connector that you may want to use instead of email.  It can raise an RT ticket and then resolve it when the alert is over.
> 
> You'll need to look at their site for information though, it's something they built to interact with us.
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From bmartins at galileu.pt  Tue Feb 14 11:34:42 2012
From: bmartins at galileu.pt (Bruno Martins)
Date: Tue, 14 Feb 2012 16:34:42 +0000
Subject: [rt-users] Setup RT with Exchange Server 2010
In-Reply-To: <4F3A5527.9020704@itss.co.tz>
References: <1510549EAAD18048862A0BB9D645881234CECC@WISEXC02.wiseplatforms.local>
	<4F3A5527.9020704@itss.co.tz>
Message-ID: <1510549EAAD18048862A0BB9D645881234D0DF@WISEXC02.wiseplatforms.local>

Even if it's configured with no IMAP or POP services? We're connecting through RPC over HTTPS.

-----Original Message-----
From: Boli [mailto:boli at itss.co.tz] 
Sent: ter?a-feira, 14 de Fevereiro de 2012 12:36
To: Bruno Martins
Subject: Re: [rt-users] Setup RT with Exchange Server 2010

just use fetchmail to pickup mail and deliver it locally

On 14/02/12 15:28, Bruno Martins wrote:
> Hello everyone,
> 
>  
> 
> Is there any guide available on how to configure RT to relay e-mail 
> message sending and receiving tasks to external Exchange Server 2010?
> 
>  
> 
> Wiki page is a little low on information regarding to this question.
> 
>  
> 
> Best regards,
> 
>  
> 
> *Bruno Martins*
> Assistente T?cnico / Technical Assistant GALILEU Lisboa 
> bmartins at galileu.pt <mailto:bmartins at galileu.pt>
> (+351) 213612222
> 
> 		
> 
> Description: Description: Description:
> http://www.galileu.pt/img/glisboa_mailsig.gif <http://www.galileu.pt/>
> 
>  
> 
> 	
> 
>  
> 
> Forma??o / Training
> A?ores <http://acores.galileu.pt/> | Algarve 
> <http://algarve.galileu.pt/> | Aveiro <http://aveiro.galileu.pt/> | 
> Beja <http://beja.galileu.pt/> | Braga <http://braga.galileu.pt/> | 
> Leiria <http://leiria.galileu.pt/> | Lisboa 
> <http://lisboa.galileu.pt/> | Porto <http://porto.galileu.pt/>
> 
> 	
> 
> Educa??o / Education
> Escola Profissional Ruiz Costa <http://erc.galileu.pt/>
> 
> 	
> 
> Consulting
> GALILEU Consulting <http://consulting.galileu.pt/>
> 
>  
> 
>  
> 
>  www.*galileu*.pt  www.*galileu*.pt  www.*galileu*.pt  
> www.*galileu*.pt  www.*galileu*.pt  www.*galileu*.pt  www.*galileu*.pt 
> <http://www.galileu.pt/>
> 
>  
> 
>  
> 
> *GALILEU Lisboa*
> 
> 	
> 
>  
> 
> 	
> 
> Alc?ntara Rio
> Rua Fradesso da Silveira, 6 - Bloco C - 1? A/B      1300-609 LISBOA -
> Portugal
> *Tel:* +351 21 3612200   *Fax:* +351 21 3612238
> 
>  
> 
>  
> 
> 
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston - March 5 & 6, 2012

--
Jon 'Boli' Copeland
Network Engineer
IT Sales & Services Ltd
boli at itss.co.tz
+255 (0) 685 374780

From falcone at bestpractical.com  Tue Feb 14 11:41:18 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 14 Feb 2012 11:41:18 -0500
Subject: [rt-users] Preferred Perl version for 4.0.x?
In-Reply-To: <p0623090dcb5f0f5a7952@[10.0.1.68]>
References: <p0623090bcb5ef1de9048@[10.0.1.68]>
	<20120213181804.GL96259@jibsheet.com>
	<p0623090dcb5f0f5a7952@[10.0.1.68]>
Message-ID: <20120214164118.GP96259@jibsheet.com>

On Mon, Feb 13, 2012 at 02:30:17PM -0500, Steve Sisak wrote:
> At 1:18 PM -0500 2/13/12, Kevin Falcone wrote:
> > > RT 3.x won't compile on Perl 5.12 and wants Perl built
> >> single-threaded and with other special options -- giving RT a
> >> private Perl install to chew on works fine, however. The RT docs
> >> don't seem to have been updated in a long time.
> >
> >I run RT 3.8 and 4.0 on 5.12.3 as my standard testing perl, on Lion
> >and previously on Snow Leopard. It works fine.
> 
> It's been awhile since I messed with this, but to be absolutely
> specific, I was doing a migration of RT 3.4.4 to 3.8.3 and
> discovered that 3.4.4 contained a bunch of calls deprecated in Perl
> 5.12 and wouldn't pass tests until I backed off to Perl 5.8.9, so
> this could have been fixed any time after 3.4.4.

RT 3.4.4 dates from 5 or 6 years before than 5.12 and 5.12 is
documented to have added a number of new deprecation warnings.
Even 3.6 releases have trouble working on 5.10 or modern CPAN modules,
Having trouble with 3.4 on a modern perl isn't really indicative of
problems with 4.0 on a modern perl.  You'd have trouble running RT
3.8.8 on 5.12 or newer and I don't believe the 3.8 series gained
complete 5.12 compliance until 3.8.11.

4.0.5 will work fine with 5.12.3 or 5.14.2 if you'd like the
advantages of a modern supported perl release.

> In any case, I'm planning on bringing up RT 4.0.5 this time and
> happy to give it whatever Perl it's most happy with.
> 
> > > Lion Server ships with 5.12.3, but running CPAN on Apple's default
> >> Perl install can leave your server non-functional with no way to get
> >> back w/o reinstalling the OS.
> >
> >That sounds like a fascinating Apple bug that I haven't encountered.
> 
> Or you could call it a CPAN "feature" :-)

I've been using the CPAN shell on OS-X for almost a decade now, with
versions of perl from 5.6 up to 5.14 without ever leaving my machine non-
functional.  I've never run into trouble installing CPAN modules
against /usr/bin/perl on OS-X, but I would never upgrade the version
installed as /usr/bin/perl, and I've long preferred to use a sandboxed
perl on many different operating systems. It's easier to test a clean
install of RT and isolate problematic module versions that way.

> >We've deployed RT for clients against custom built 5.12.3 and 5.14.2
> >without issue (including on OS-X server).
> 
> Are there any special options you recommend?
> 
> For reference, the Perl build commands I ended up with for building
> into /usr/local/perl-5.8.9-rt on 10.6 are copied below as they may
> be generally useful.

I've never needed special options on OS-X, sh Configure -des
-Dprefix=/opt/perl5123 has worked fine on every operating systems
where I've built perl.

These days I use perlbrew so I can easily switch between 6 installed
versions of perl and I just let it use whatever default build switches
it wants.

If you run into trouble building perl on OS-X I'm sure it's something
the perl5-porters mailing list would love to hear about.

Also, I'm subscribed to the mailing list, there's no need to CC me on
replies, I'll see your reply on the list.

Thanks

-kevin
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From falcone at bestpractical.com  Tue Feb 14 11:42:01 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 14 Feb 2012 11:42:01 -0500
Subject: [rt-users] Parse ticket for words to prevent certain replies
 from reopening tickets
In-Reply-To: <9C38D667456F2245B87C2DAA5ECED65C25478ADB23@DC-MAIL.hwtears.com>
References: <9C38D667456F2245B87C2DAA5ECED65C25478ADB23@DC-MAIL.hwtears.com>
Message-ID: <20120214164201.GQ96259@jibsheet.com>

On Mon, Feb 13, 2012 at 05:00:30PM -0500, David Hollinger wrote:
>    I'm trying to write a scrip that will parse the content of a ticket transaction after the
>    ticket has been resolved and prevent any ticket with the reply "thanks", Thank you!, no
>    problem, etc and variations of those from reopening the ticket as it throws our SLA metrics
>    off.  The only problem I'm running into  is, I don't know what object the ticket content is
>    stored in.  Is it a TranactionObj? (I'm assuming it is) If so, how do I assign that to a
>    variable in the RT perl scrip.   Once I have that part done, I should be good to go.

$self->TransactionObj->Content is the right place to start.
If you come up with something that works well for you, I know plenty
of other folks on the list would love to see your custom condition.

-kevin
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From jblaine at kickflop.net  Tue Feb 14 11:42:14 2012
From: jblaine at kickflop.net (Jeff Blaine)
Date: Tue, 14 Feb 2012 11:42:14 -0500
Subject: [rt-users] RT-Extension-ExternalAuth questions
Message-ID: <4F3A8EE6.9090407@kickflop.net>

If I enable RT-Extension-ExternalAuth, does it take complete
control of RT authentication, and therefore I must also
specify an ExternalSetting service that maps to our existing
'rt4' database to make use of that?

I assume My_Pg is a valid type because "Pg" is a valid DBI:DBD
driver for Perl?  I don't see it mentioned anywhere in the README
or example RT_SiteConfig.pm

Man, if there ever was a need for the wiki to be updated,
it's the ExternalAuth page.  It covers installation of the
module, which is simple already.

From falcone at bestpractical.com  Tue Feb 14 11:44:24 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 14 Feb 2012 11:44:24 -0500
Subject: [rt-users] Add queue change to Update.html (comment/reply)
In-Reply-To: <CAB2d3rbj_2GDgKv=YS=J6UbPOyUBLm+cHqkwCqz7aicN3bTJsg@mail.gmail.com>
References: <CAB2d3rZD+GG+kTBVVxwth3NSK1_StT3fLewNuxyg4KkV5iq_iQ@mail.gmail.com>
	<CAB2d3rYp7M=qi6p7rwOfgC=uAw3U04CqT6tcMbvH+W57MLUpWg@mail.gmail.com>
	<CAMOxC8uWU=+nSFwz9wNrTwNh5jUxMCc2AiVJF7gq8qESMFNxNg@mail.gmail.com>
	<CAB2d3rZZV=JSsL+eaBhZhZuEMHZo39Amj=5mN7CDQ-cJqs13cw@mail.gmail.com>
	<CAB2d3rbj_2GDgKv=YS=J6UbPOyUBLm+cHqkwCqz7aicN3bTJsg@mail.gmail.com>
Message-ID: <20120214164424.GR96259@jibsheet.com>

On Tue, Feb 14, 2012 at 07:44:08AM +0100, Bart wrote:
>    Now to make a seperate plugin out of it :) Not sure if I'm able to make something for the CPAN
>    repository, but I'll see how far I can get. (first I'd like to see how this works as a
>    seperate plugin along with to the CustomFieldsOnUpdate plugin).

These days, I usually install Dist::Zilla::MintingProfile::RTx and run
dzil -P RTx My-Custom-RT-Module and then put it in source control and
edit away.  I realize that may be a slightly higher barrier to entry
than you want, and you can usually get away with judicious renaming /
copying from an existing module.  The most common things you'll need
to touch include lib/RT/Extension/ModuleName.pm (renaming the file and
the package line) and also updating the package line in Makefile.PL.

If you're familiar with building a normal CPAN extension, the only
real magic in an RT extension is the RTx line in Makefile.PL.  If
you're not familiar with building CPAN extensions, there's a bit more
framework to wrap your head around.

-kevin
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From falcone at bestpractical.com  Tue Feb 14 11:47:47 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 14 Feb 2012 11:47:47 -0500
Subject: [rt-users] Suitability for an academic use case
In-Reply-To: <DCD2F377-0A0F-4FD6-9245-CAE5DCD6B21A@gmail.com>
References: <DCD2F377-0A0F-4FD6-9245-CAE5DCD6B21A@gmail.com>
Message-ID: <20120214164747.GS96259@jibsheet.com>

On Tue, Feb 14, 2012 at 10:21:03AM -0500, Jason Foster wrote:
> 
> I am a university faculty member currently teaching 7 courses,
> dealing with issues for about 1000 students per year, and managing a
> squad of about 30 TAs. I would _desperately_ love to use a ticketing
> system to manage the various requests that students (and TAs) make
> over the course of the year. Having looked at the online
> documentation for RT, I think that it can handle this use case. What
> I was hoping was to get some confirmation and suggestions from the
> list. If you can help, here goes...
> 
> - We currently have an Apache web server configured to handle authentication against a central system using HTTPS and Basic auth (and we don't want to have to switch to (e.g.) OpenAuth)
> - We are looking for as much automation as possible (specifically we don't want to have to create user accounts manually)

RT can leverage your basic auth and autocreate user accounts.

> - Our users include students, TAs, and Course Instructors
> - We would like students to be able to submit tickets against various items (e.g. midterm grades, assignment descriptions, etc.)
>    - For items involving grades or other confidential information, only the originating student, TAs, and Course Instructors should be able to see the ticket
>    - For items involving "public" information (e.g. clarification on an assignment point) all users should be able to see the ticket

It sounds like you want separate queues, but making a ticket visible
to everyone may require that your Students use the normal interface
rather than the SelfService interface (or that you make some tweaks to
SelfService to show all tickets in certain queues).

> - The Course Instructors would like to be able to assign responsibility for dealing with a ticket to one or more TAs

That maps to Owners.

> - As tickets are being dealt with, we would like to be able to attach a stream of comments, attachments, etc.
>    - Comments "between" the TAs and Course Instructors as issues are resolved (e.g. discussions of why a grade was awarded) should be hidden from Students or the Requestor
>    - "Public" comments (e.g. the resolution of their grade appeal request) should be visible to Students

That sounds like RT's concepts of internal Comments and public
Corespondences.

> - It would also be nice to be able to "tag" tickets to indicate the type of request being made (e.g. for an assignment there could be re-evalutation, suggestion, clarification, etc., requests)

You could do this with separate Queues or a Custom Field.

> This all feels possible in RT, and I'm hoping that it's also relatively straightforward.  The automatic registration of all users (with default status of Student) is the part that I'm most uncertain about, with the access control elements coming in second.

The only complicated part is the public ticket concept, everything
else is already built into RT.

-kevin
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From jblaine at kickflop.net  Tue Feb 14 11:48:31 2012
From: jblaine at kickflop.net (Jeff Blaine)
Date: Tue, 14 Feb 2012 11:48:31 -0500
Subject: [rt-users] Call for ExternalAuth configurations!
Message-ID: <4F3A905F.8090605@kickflop.net>

It's RT Community time!

I am going to gather ExternalAuth configuration examples
(from you!) and add them to the official module's source
tree so that people have real-world information to work
with when dealing with this beast.

Please email me your DATA SANITIZED[1] ExternalAuth configuration
and indicate if you would like your name associated with the
contribution.  *If* you have the time, it would be very nice of
you to add worthwhile comments about your configuration file's
details.

1. * Remove ALL PASSWORDS!
    * Change all domain names to example.com!
    * Don't forget to also change any LDAP 'base' information
      to dc=example,dc=com, etc.
    * Change all usernames!

Please?

From asanka_gunasekera at yahoo.co.uk  Tue Feb 14 11:53:26 2012
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Tue, 14 Feb 2012 16:53:26 +0000 (GMT)
Subject: [rt-users] setting up approvals on RT 4.0.1
In-Reply-To: <1329143932.34462.YahooMailNeo@web29007.mail.ird.yahoo.com>
References: <1325145855.15644.YahooMailNeo@web29019.mail.ird.yahoo.com>
	<20120103180411.GD1077@jibsheet.com>
	<1325741521.88019.YahooMailNeo@web29001.mail.ird.yahoo.com>
	<1325744636.89840.YahooMailNeo@web29006.mail.ird.yahoo.com>
	<1326176513.41046.YahooMailNeo@web29020.mail.ird.yahoo.com>
	<1326947299.40846.YahooMailNeo@web29006.mail.ird.yahoo.com>
	<1329130697.47616.YahooMailNeo@web29003.mail.ird.yahoo.com>
	<1329143932.34462.YahooMailNeo@web29007.mail.ird.yahoo.com>
Message-ID: <1329238406.52749.YahooMailNeo@web29002.mail.ird.yahoo.com>

Hi, I have found the solution for the undermentioned issue, it was merely permission issu

hope some one can be helped with my exp (not that is much to what you guys are capable of)

Reagrds

________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>; "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Monday, 13 February 2012, 20:08
Subject: Re: [rt-users] setting up approvals on RT 4.0.1

Hi I found why the tickets are not visible in the approvals tab. when a ticket is created for approvals the owner is "nobody" rather than the person who is approving the ticket.

Now can some one tell me what I am doing wrong, below is my template 

===Create-Ticket: poreq
Subject: Approve purchase order for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: Approvals-PO
Type: approval
Owner: approval at iil.informatics.lk #username-of-owner?? #note this is so that notifications work properly
Content: Someone has created a purchase
 requisition.? Please review and approve it, so they can spend some money.
ENDOFCONTENT

Thanks and regards

________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>; "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Monday, 13 February 2012, 16:28
Subject: Re: [rt-users] setting up approvals on RT 4.0.1

Hi, I am sure some one would have got this working, is there any one who can give me some hand in this, though I can see the ticket created by looing up in the logs. Aprovals do not show up in approvals tab?

Thanks 

________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>; "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Thursday, 19 January 2012, 9:58
Subject: Re: [rt-users] setting up approvals on RT 4.0.1

Hi I am stuck! any help can any one give on this

________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>; "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Tuesday, 10 January 2012, 11:51
Subject: Re: [rt-users] setting up approvals on RT 4.0.1

Hi Can any one tell me what I am doing wrong??????

Thanks and regards

________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>; "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Thursday, 5 January 2012, 11:53
Subject: Re: [rt-users] setting up approvals on RT 4.0.1

Hi, the steps which I have taken while trying to setup Approvals as follows

1) Create queue PO-Qre
??? ??? a) Create template "Create Approvals"
??? ??? ===Create-Ticket: poreq ??? ??? Subject: Approve purchase order for {$Tickets{'TOP'}->Subject} ??? ??? Depended-On-By: TOP ??? ??? Queue: Approvals-PO ??? ??? Type: approval ??? ??? Owner: username-of-owner   #note this is so that notifications work properly ??? ??? Content: Someone has created a purchase requisition.  Please review and approve it, so they can spend some money. ??? ??? ENDOFCONTENT
??? ??? b) Create the script "Create PO-Req approval"

??? ??? Description: Create PO Req approval ??? ??? Condition: On Create ??? ??? Action: Create Tickets ??? ??? Template: Create Approval ??? ??? Stage: TransactionCreate

??? c)gave permission to the users who can create tickets under PO-Req

2) Create Approvals-PO queue

??? d)Copy templates from _Approvals (or ran the script)
??? e)Set the reply address to PO-Req
??? f)Add the people as AddminCC who are to approve the ticlets
? 
Now when I create a ticket under PO-Req, in the log it says it is creating ticket in Approvel-PO queue.
But I am unable to find the
 tickets
 in the DB or under Approvals tab

Can some one tell me what is going
 on!!!

Thanks and best Regards

________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Thursday, 5 January 2012, 11:02
Subject: Re: [rt-users] setting up approvals on RT 4.0.1

Thanks you for the reply

Best Regards

________________________________
 From: Kevin Falcone <falcone at bestpractical.com>
To: rt-users at lists.bestpractical.com 
Sent: Tuesday, 3 January 2012, 23:34
Subject: Re: [rt-users] setting up approvals on RT 4.0.1

On Thu, Dec 29, 2011 at 08:04:15AM +0000, Asanka Gunasekera
 wrote:
>? ? Hi All, I am trying to set up approvals on RT 4.0.1 and I am following
>? ? http://requesttracker.wikia.com/wiki/ApprovalCreation
>? ? but in this document it talks about copying scripts and templates from _Approval queue.
>? ? I can only find 5 templates but there are no scripts

Those Scrips were replaced in about mid-3.8 with
RT::Approval::Rules::*.? You shouldn't need to copy them anywhere in
order to use Approvals.? You'll want to modify the Templates as needed
and set up your CreateTickets scrip to actually create the Approvals
tickets.

-kevin

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston ?
 March 5 & 6, 2012

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston ? March 5 & 6, 2012
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From trs at bestpractical.com  Tue Feb 14 11:58:28 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 14 Feb 2012 11:58:28 -0500
Subject: [rt-users] RT-Extension-ExternalAuth questions
In-Reply-To: <4F3A8EE6.9090407@kickflop.net>
References: <4F3A8EE6.9090407@kickflop.net>
Message-ID: <4F3A92B4.4040202@bestpractical.com>

On 02/14/2012 11:42 AM, Jeff Blaine wrote:
> If I enable RT-Extension-ExternalAuth, does it take complete
> control of RT authentication, and therefore I must also
> specify an ExternalSetting service that maps to our existing
> 'rt4' database to make use of that?

It is an all too common misconception that you need to put RT's internal
Users table into ExternalAuth's config.  You don't.  It will go poorly
if you do.

> Man, if there ever was a need for the wiki to be updated,
> it's the ExternalAuth page.  It covers installation of the
> module, which is simple already.

Try the docs included with the module.

Thomas

From falcone at bestpractical.com  Tue Feb 14 12:00:59 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 14 Feb 2012 12:00:59 -0500
Subject: [rt-users] RT-Extension-ExternalAuth questions
In-Reply-To: <4F3A8EE6.9090407@kickflop.net>
References: <4F3A8EE6.9090407@kickflop.net>
Message-ID: <20120214170059.GT96259@jibsheet.com>

On Tue, Feb 14, 2012 at 11:42:14AM -0500, Jeff Blaine wrote:
> If I enable RT-Extension-ExternalAuth, does it take complete
> control of RT authentication, and therefore I must also
> specify an ExternalSetting service that maps to our existing
> 'rt4' database to make use of that?

No, it falls back to RT's internal auth.
There is no need to configure it to talk to RT's database.
The module can talk to an arbitrary external database for auth, which
is why it contains an example of My_MySQL.

> I assume My_Pg is a valid type because "Pg" is a valid DBI:DBD
> driver for Perl?  I don't see it mentioned anywhere in the README
> or example RT_SiteConfig.pm

The name is irrelevant, you could name it MyPrettyPony and it would
read the config to know what kind of database to talk to. Pulled
from the example config file:

    # The name of the Perl DBI driver to use (e.g. mysql)
    'dbi_driver'                =>  'DBI_DRIVER',

> Man, if there ever was a need for the wiki to be updated,
> it's the ExternalAuth page.  It covers installation of the
> module, which is simple already.

I'd rather see good contributed patches to the module's documentation
and less misinformation in the wiki (a lot of time is spent correcting
errors added to the ExternalAuth wiki pages).

-kevin
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From scott.pestana at linguamatics.com  Tue Feb 14 15:22:49 2012
From: scott.pestana at linguamatics.com (Scott Pestana)
Date: Tue, 14 Feb 2012 15:22:49 -0500
Subject: [rt-users] Problems with new users
In-Reply-To: <20120213170658.GH96259@jibsheet.com>
References: <4F3581E5.7090709@linguamatics.com>
	<20120213170658.GH96259@jibsheet.com>
Message-ID: <4F3AC299.7040208@linguamatics.com>

Kevin,
     Comments inline:

On 2/13/2012 12:06 PM, Kevin Falcone wrote:
> On Fri, Feb 10, 2012 at 03:45:25PM -0500, Scott Pestana wrote:
>>      For example: one user can send in emails to the RT queue and
>> proceed normally.  However if he tries to log in to the web version,
>> the RT system treats him like is associated with a different queue
>> than the rest of our users.  When he tried to create a ticket
>> through the web RT would create the ticket in this wrong queue, and
>> he immediately got an error that he did not have permissions to view
>> his ticket.
> It'd be useful to see some sort of screenshot of what he's seeing.
     When logged in he got the RT at a glance page, with an empty queue 
in the upper right hand corner next to "new ticket", and all the 
sections (10 highest priority tickets I own, 10 newest unowned tickets, 
bookmarked tickets, quick ticket creation, my reminders, quick search, 
dashboards, refresh) all load up / display normally, but without any 
content.

>>       RT creates an internal user for him, unlike the rest of our
>> employees who don't show up in the user list because they exist in
>> the configured LDAP.  I disabled the (discontinued) queue, and
> As a heads up, RT *always* create an internal user, even for users
> pulled from LDAP.
>
> There is no password stored, but RT must have an internal user account,
> otherwise the user can't be associated with tickets.
     Noted, I had seen them by directly querying the SQL tables I'm just 
a bit confused by why they don't show up under the Privileged Users 
display.

>> edited the user created form him to disassociate it from him
>> (rename, re-email, etc), and then had him try to log in again.
>> Again, RT created a user with his name/credentials in its own SQL
>> database instead of querying LDAP, and associated his user with the
>> now disabled queue.  He can no longer create tickets because the
>> queue is disabled, and I can't figure out how to alter his account
>> to associate him with the proper queue.
> As I mentioned on your other mail, debug level logs of what happens on
> login are much more likely to show us what is going on than
> descriptions of the problem.
>
> I'll also note that your ExternalAuth config didn't allow for LDAP
> auth, so I'm not sure what password your users are using.
>
> -kevin

     Here are debug level logs of our little misadventure.  ilewin is 
the new employee. I'm wondering now if the users have been imported into 
the internal RT database by an export / import, and now new users 
(employees) aren't pre-loaded into the DB.  The way we're doing this, is 
there an option I could change to allow LDAP auth?  I heard some back 
and forth from the admin who set up this instance that there was so 
incompatibility with ExternalAuth & LDAP auth.

[Tue Jan 24 17:47:48 2012] [debug]: Attempting to use external auth 
service: Lingua_LDAP 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Tue Jan 24 17:47:48 2012] [debug]: SSO Failed and no user to test with. 
Nexting 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Tue Jan 24 17:47:48 2012] [debug]: Autohandler called ExternalAuth. 
Response: (0, No User) 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11)
[Tue Jan 24 17:48:08 2012] [error]: WebRT: Queue could not be loaded. 
(/opt/rt4/share/html/Elements/Error:82)
[Tue Jan 24 17:49:16 2012] [debug]: About to think about scrips for 
transaction #24282 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173)
[Tue Jan 24 17:49:16 2012] [debug]: About to think about scrips for 
transaction #24283 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173)
[Tue Jan 24 17:49:16 2012] [debug]: About to think about scrips for 
transaction #24284 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173)
[Tue Jan 24 17:49:16 2012] [debug]: About to think about scrips for 
transaction #24285 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173)
[Tue Jan 24 17:49:16 2012] [debug]: About to think about scrips for 
transaction #24286 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173)
[Tue Jan 24 17:49:16 2012] [debug]: About to think about scrips for 
transaction #24287 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173)
[Tue Jan 24 17:49:28 2012] [debug]: 
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by 
RT::Authen::ExternalAuth 
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/E
xternalAuth.pm 553 with: Disabled: 0, EmailAddress: , Gecos: ilewin, 
Name: ilewin, Privileged: 1 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:450)
[Tue Jan 24 17:49:28 2012] [debug]: Attempting to get user info using 
this external service: Lingua_LDAP 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.
pm:458)
[Tue Jan 24 17:49:28 2012] [debug]: Attempting to use this 
canonicalization key: EmailAddress 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472)
[Tue Jan 24 17:49:28 2012] [debug]: LDAP Search ===  Base: 
ou=users,dc=linguamatics,dc=com == Filter: 
(&(|(objectClass=posixAccount)(objectClass=account))) == Attrs: 
cn,mail,uid,g
ecos,uid 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195)
[Tue Jan 24 17:49:28 2012] [info]: 
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0, 
EmailAddress: , Gecos: ilewin, Name: ilewin, Privileged: 1 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
[Tue Jan 24 17:49:28 2012] [debug]: About to think about scrips for 
transaction #24288 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173)
[Tue Jan 24 17:49:28 2012] [debug]: About to think about scrips for 
transaction #24289 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173)
[Tue Jan 24 17:49:28 2012] [debug]: About to think about scrips for 
transaction #24290 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173)
[Tue Jan 24 17:49:52 2012] [debug]: Attempting to use external auth 
service: Lingua_LDAP 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Tue Jan 24 17:49:52 2012] [debug]: SSO Failed and no user to test with. 
Nexting 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Tue Jan 24 17:49:52 2012] [debug]: Autohandler called ExternalAuth. 
Response: (0, No User) 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11)
[Tue Jan 24 17:50:07 2012] [error]: WebRT: Queue could not be loaded. 
(/opt/rt4/share/html/Elements/Error:82)

>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston --- March 5&  6, 2012

-- 
N. Scott Pestana
IT Infrastructure
Linguamatics
275 Grove Street, Suite 2-400
Newton, MA 02466

Tel: +1-774-571-7135

US Tel: +1-617-674-3256
UK Tel: 011-44-1223-421360
UK Fax: 011-44-1223-421361
Web: www.linguamatics.com

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From sbatschelet at mac.com  Tue Feb 14 14:41:05 2012
From: sbatschelet at mac.com (Sam Batschelet)
Date: Tue, 14 Feb 2012 14:41:05 -0500
Subject: [rt-users] Developer RFQ Zimbra/RT Intergration
Message-ID: <E7B42A7C-9A26-4AA8-871D-E182956AF25A@mac.com>

I hope this is not going to the wrong list but from reading the list descriptions this was my best choice.  I am looking for a RT developer to help in deploying a new RT install and integrating it via custom Zimlet.  Developer must have experience with Zimbra and working examples of Zimlet creation and or examples of integration.  I am writing up a more detailed outline in regards to functionality but if you can contact me that you can do it would help me get the ball rolling.  Best contact at this point is via email.  Please reply off the list.

Warm Regards
Sam Batschelet
sbatschelet [at] mac [dot] com

From falcone at bestpractical.com  Tue Feb 14 15:51:49 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 14 Feb 2012 15:51:49 -0500
Subject: [rt-users] Problems with new users
In-Reply-To: <4F3AC299.7040208@linguamatics.com>
References: <4F3581E5.7090709@linguamatics.com>
	<20120213170658.GH96259@jibsheet.com>
	<4F3AC299.7040208@linguamatics.com>
Message-ID: <20120214205149.GU96259@jibsheet.com>

On Tue, Feb 14, 2012 at 03:22:49PM -0500, Scott Pestana wrote:
>        When logged in he got the RT at a glance page, with an empty queue in the upper right hand
>    corner next to "new ticket", and all the sections (10 highest priority tickets I own, 10
>    newest unowned tickets, bookmarked tickets, quick ticket creation, my reminders, quick search,
>    dashboards, refresh) all load up / display normally, but without any content.

This sounds like he is a Privileged user but that he isn't in any of
the normal Groups where you've assigned rights.  This would prevent
him from being able to see anything in the system.  If you add him to
your normal user groups, the rights should be applied.

>>  As a heads up, RT *always* create an internal user, even for users
>>  pulled from LDAP.
> 
>        Noted, I had seen them by directly querying the SQL tables I'm just a bit confused by why
>    they don't show up under the Privileged Users display.

Probably because they're Unprivileged.  Try searching for them.  RT
only lists the Privileged users.  It's quite possible to have tens or
hundreds of thousands of Unprivileged users in a public RT instance
and listing them out in the admin UI is rarely useful.

>  edited the user created form him to disassociate it from him
>  (rename, re-email, etc), and then had him try to log in again.
>  Again, RT created a user with his name/credentials in its own SQL
>  database instead of querying LDAP, and associated his user with the
>  now disabled queue.  He can no longer create tickets because the
>  queue is disabled, and I can't figure out how to alter his account
>  to associate him with the proper queue.

I'm not sure what you mean by "the proper queue" here.  What page are
these folks visiting to trigger a disabled Queue?  Have you set
preferences or a configuration for an invalid Queue?

>        Here are debug level logs of our little misadventure.  ilewin is the new employee. I'm
>    wondering now if the users have been imported into the internal RT database by an export /
>    import, and now new users (employees) aren't pre-loaded into the DB.  The way we're doing

It's possible that someone in the past ran RT-Extension-LDAPImport and
didn't add it as a cron job.

>    this, is there an option I could change to allow LDAP auth?  I heard some back and forth from
>    the admin who set up this instance that there was so incompatibility with ExternalAuth & LDAP
>    auth.

You said ExternalAuth and LDAP auth and I'm not sure I understand what
you're doing.  Do you have some apache auth configured in addition to
RT-Authen-ExternalAuth? 

>    [Tue Jan 24 17:49:28 2012] [debug]: Attempting to get user info using this external service:
>    Lingua_LDAP (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.
>    pm:458)
>    [Tue Jan 24 17:49:28 2012] [debug]: Attempting to use this canonicalization key: EmailAddress
>    (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472)
>    [Tue Jan 24 17:49:28 2012] [debug]: LDAP Search ===  Base: ou=users,dc=linguamatics,dc=com ==
>    Filter: (&(|(objectClass=posixAccount)(objectClass=account))) == Attrs: cn,mail,uid,g
>    ecos,uid
>    (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195)
>    [Tue Jan 24 17:49:28 2012] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning
>    Disabled: 0, EmailAddress: , Gecos: ilewin, Name: ilewin, Privileged: 1

This implies that a user logged in and was created as a Privileged
user, but that when ExternalAuth attempted to pull data using the
EmailAddress, it couldn't find anyone in LDAP.

Keep in mind that the user who has been created by logging in has no
EmailAddress, so it's impossible to look them up in the external auth
system.

I suggest chatting with the admin who set this up to get a full list
of how he imported users and a better description of the actual
authentication configuration, including anything done at the apache
level.

-kevin
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From scott.pestana at linguamatics.com  Tue Feb 14 16:36:19 2012
From: scott.pestana at linguamatics.com (Scott Pestana)
Date: Tue, 14 Feb 2012 16:36:19 -0500
Subject: [rt-users] Problems with new users
In-Reply-To: <20120214205149.GU96259@jibsheet.com>
References: <4F3581E5.7090709@linguamatics.com>
	<20120213170658.GH96259@jibsheet.com>
	<4F3AC299.7040208@linguamatics.com>
	<20120214205149.GU96259@jibsheet.com>
Message-ID: <4F3AD3D3.6040405@linguamatics.com>

Kevin,
     Thanks so much for your help, I've got much more out of this than 
trying to go through the eBook.  Comments inline:

On 2/14/2012 3:51 PM, Kevin Falcone wrote:
> On Tue, Feb 14, 2012 at 03:22:49PM -0500, Scott Pestana wrote:
>>         When logged in he got the RT at a glance page, with an empty queue in the upper right hand
>>     corner next to "new ticket", and all the sections (10 highest priority tickets I own, 10
>>     newest unowned tickets, bookmarked tickets, quick ticket creation, my reminders, quick search,
>>     dashboards, refresh) all load up / display normally, but without any content.
> This sounds like he is a Privileged user but that he isn't in any of
> the normal Groups where you've assigned rights.  This would prevent
> him from being able to see anything in the system.  If you add him to
> your normal user groups, the rights should be applied.
     That's correct, we don't want him to have special privileges; other 
than the ability to see status of tickets that he opened/requested.  
Oddly enough we have another employee who started at roughly the same 
time as Ian, and Tracy doesn't have this issue, nor does she have an 
un-privileged Privileged User.  When she logs in she gets a view similar 
to mine (I'm on IT Support, have privileges, and haven't had an issue).  
At least that's what my memory tells me.  I'm going to check on this 
tomorrow to see what her experience as a user is, I could be wildly 
wrong about this.

>
>>>   As a heads up, RT *always* create an internal user, even for users
>>>   pulled from LDAP.
>>         Noted, I had seen them by directly querying the SQL tables I'm just a bit confused by why
>>     they don't show up under the Privileged Users display.
> Probably because they're Unprivileged.  Try searching for them.  RT
> only lists the Privileged users.  It's quite possible to have tens or
> hundreds of thousands of Unprivileged users in a public RT instance
> and listing them out in the admin UI is rarely useful.
     Understood; I can see how this makes a lot of sense.  We'll have 
quite a few customers now that we have put our external customer RT 
instance into production.
>>   edited the user created form him to disassociate it from him
>>   (rename, re-email, etc), and then had him try to log in again.
>>   Again, RT created a user with his name/credentials in its own SQL
>>   database instead of querying LDAP, and associated his user with the
>>   now disabled queue.  He can no longer create tickets because the
>>   queue is disabled, and I can't figure out how to alter his account
>>   to associate him with the proper queue.
> I'm not sure what you mean by "the proper queue" here.  What page are
> these folks visiting to trigger a disabled Queue?  Have you set
> preferences or a configuration for an invalid Queue?
     When he logs in and goes to the "RT at a glance" page ( 
rt/index.html ), his view (to me) implies he's associated with a queue 
that was originally set up for testing.  I disabled that queue in the 
hopes that after altering/removing his info from his User entry in SQL, 
when he tried to access again, a new entry in the RT SQL would be 
created for him and be associated with the only queue we have enabled.  
A new user entry popped up, but he still saw the same view into that RT 
instance.  I can't see any indication of why that RT at a glance 
connects him to the old queue, but this may be due to my inexperience 
with the plumbing of RT.

>>         Here are debug level logs of our little misadventure.  ilewin is the new employee. I'm
>>     wondering now if the users have been imported into the internal RT database by an export /
>>     import, and now new users (employees) aren't pre-loaded into the DB.  The way we're doing
> It's possible that someone in the past ran RT-Extension-LDAPImport and
> didn't add it as a cron job.

     That sounds like it could be the key to our issue.  I will look 
into that process and what we'll need to do to implement it for (both 
of) our instances.

>
>>     this, is there an option I could change to allow LDAP auth?  I heard some back and forth from
>>     the admin who set up this instance that there was so incompatibility with ExternalAuth&  LDAP
>>     auth.
> You said ExternalAuth and LDAP auth and I'm not sure I understand what
> you're doing.  Do you have some apache auth configured in addition to
> RT-Authen-ExternalAuth?
     I'm not sure I understand it either. ;)  We are using a rather 
complex set up with apache spread across multiple servers performing 
different roles, all united by SSO on the apache instance acting as a 
gateway.  The credentials are (I believe) passed through so an employee 
only needs to authenticate once for all of our internal resources.  We 
are also getting closer to using Kerberos/Domain authentication for 
seamless SSO for our windows users.

>>     [Tue Jan 24 17:49:28 2012] [debug]: Attempting to get user info using this external service:
>>     Lingua_LDAP (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.
>>     pm:458)
>>     [Tue Jan 24 17:49:28 2012] [debug]: Attempting to use this canonicalization key: EmailAddress
>>     (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472)
>>     [Tue Jan 24 17:49:28 2012] [debug]: LDAP Search ===  Base: ou=users,dc=linguamatics,dc=com ==
>>     Filter: (&(|(objectClass=posixAccount)(objectClass=account))) == Attrs: cn,mail,uid,g
>>     ecos,uid
>>     (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195)
>>     [Tue Jan 24 17:49:28 2012] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning
>>     Disabled: 0, EmailAddress: , Gecos: ilewin, Name: ilewin, Privileged: 1
> This implies that a user logged in and was created as a Privileged
> user, but that when ExternalAuth attempted to pull data using the
> EmailAddress, it couldn't find anyone in LDAP.

     This is what I found so confusing, there's no clear difference 
between his LDAP entry and Tracy's.

> Keep in mind that the user who has been created by logging in has no
> EmailAddress, so it's impossible to look them up in the external auth
> system.
>
> I suggest chatting with the admin who set this up to get a full list
> of how he imported users and a better description of the actual
> authentication configuration, including anything done at the apache
> level.
>
> -kevin
>

     Based on this I think our issues stem from him logging in via the 
web before opening a ticket via email.  Funnily enough when he emailed 
IT support for help with something around the office, the RT system 
worked like a charm.  I'm starting to think I may be over-thinking this 
entire situation...

-- 
N. Scott Pestana
IT Infrastructure
Linguamatics
275 Grove Street, Suite 2-400
Newton, MA 02466

Tel: +1-774-571-7135

US Tel: +1-617-674-3256
UK Tel: 011-44-1223-421360
UK Fax: 011-44-1223-421361
Web: www.linguamatics.com

From falcone at bestpractical.com  Tue Feb 14 17:44:31 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 14 Feb 2012 17:44:31 -0500
Subject: [rt-users] Problems with new users
In-Reply-To: <4F3AD3D3.6040405@linguamatics.com>
References: <4F3581E5.7090709@linguamatics.com>
	<20120213170658.GH96259@jibsheet.com>
	<4F3AC299.7040208@linguamatics.com>
	<20120214205149.GU96259@jibsheet.com>
	<4F3AD3D3.6040405@linguamatics.com>
Message-ID: <20120214224431.GV96259@jibsheet.com>

On Tue, Feb 14, 2012 at 04:36:19PM -0500, Scott Pestana wrote:
>     That's correct, we don't want him to have special privileges;
> other than the ability to see status of tickets that he
> opened/requested.  Oddly enough we have another employee who started
> at roughly the same time as Ian, and Tracy doesn't have this issue,
> nor does she have an un-privileged Privileged User.  When she logs
> in she gets a view similar to mine (I'm on IT Support, have
> privileges, and haven't had an issue).  At least that's what my
> memory tells me.  I'm going to check on this tomorrow to see what
> her experience as a user is, I could be wildly wrong about this.

This sounds like you may want this user to just be Unprivileged and
use the SelfService interface.  You'll still need to hand out some
rights so that Requestors can see their own tickets, etc.

However, you can go compare this user and Tracy's group memberships
from the Memberships tab on their user page and I suspect Tracy will
be in groups and Ian isn't or that Tracy has tickets requested but Ian
doesn't.  Also, if Ian's user record had no Email Address then RT has
no way to associate his tickets with the logged in user (See my later
comment about how RT can't know the user's email address).

>     When he logs in and goes to the "RT at a glance" page (
> rt/index.html ), his view (to me) implies he's associated with a
> queue that was originally set up for testing.

What about it makes you think he is accessing a testing queue?
It just sounds like he has no rights in the system.

>     I'm not sure I understand it either. ;)  We are using a rather
> complex set up with apache spread across multiple servers performing
> different roles, all united by SSO on the apache instance acting as
> a gateway.  The credentials are (I believe) passed through so an
> employee only needs to authenticate once for all of our internal
> resources.  We are also getting closer to using Kerberos/Domain
> authentication for seamless SSO for our windows users.

That makes more sense, you're authing with SSO and trying to pull
information from LDAP.  However, your LDAP is keyed to look up on
email address and when someone logs in via the web UI, there's no way
to have their email address (think about it, RT only gets the username
they logged in with, not their email address which is stored in LDAP).
Often, ExternalAuth is keyed to look up on Username *and*
EmailAddress, but yours is configured for just EmailAddress.

>     Based on this I think our issues stem from him logging in via
> the web before opening a ticket via email.  Funnily enough when he
> emailed IT support for help with something around the office, the RT
> system worked like a charm.  I'm starting to think I may be
> over-thinking this entire situation...

This also supports my above comment, since someone emailing into your
system *would* be able to find their LDAP account, because RT has
their email account.

It sounds like many of these problems could be solved with
RT-Extension-LDAPImport pulling users into the system so they'll exist
before sending email or logging into the system.

-kevin
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From mnagel at willingminds.com  Tue Feb 14 18:22:02 2012
From: mnagel at willingminds.com (Mark D. Nagel)
Date: Tue, 14 Feb 2012 15:22:02 -0800
Subject: [rt-users] IP ACL for per-user access?
Message-ID: <4F3AEC9A.20606@willingminds.com>

Has anyone ever created a method to restrict access for users by IP?  It
has never made me comfortable that superuser access is possible from
anywhere.  I can mitigate the risk with tools like Fail2Ban, but I'd
just as soon lock the interface down so they can't login at all except
from trusted sources.  Reviewing RT 4.0 code, seems like the best method
to override would be RT::User::HasPassword since it is short and least
likely to be changed version to version.  Hoping someone else has
already done this or similar and has some advice to share.  Otherwise, I
shall just plow ahead and post my solution on the wiki!

Thanks,
Mark

-- 
Mark D. Nagel, CCIE #3177 <mnagel at willingminds.com>
Principal Consultant, Willing Minds LLC (http://www.willingminds.com)
cell: 949-279-5817, desk: 714-495-4001, fax: 714-646-8277

** For faster support response time, please
** email support at willingminds.com or call 714-495-4000

From trs at bestpractical.com  Tue Feb 14 18:36:27 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 14 Feb 2012 18:36:27 -0500
Subject: [rt-users] IP ACL for per-user access?
In-Reply-To: <4F3AEC9A.20606@willingminds.com>
References: <4F3AEC9A.20606@willingminds.com>
Message-ID: <4F3AEFFB.30301@bestpractical.com>

On 02/14/2012 06:22 PM, Mark D. Nagel wrote:
> Has anyone ever created a method to restrict access for users by IP?  It
> has never made me comfortable that superuser access is possible from
> anywhere.  I can mitigate the risk with tools like Fail2Ban, but I'd
> just as soon lock the interface down so they can't login at all except
> from trusted sources.  Reviewing RT 4.0 code, seems like the best method
> to override would be RT::User::HasPassword since it is short and least
> likely to be changed version to version.  Hoping someone else has
> already done this or similar and has some advice to share.  Otherwise, I
> shall just plow ahead and post my solution on the wiki!

There are better places to do that using callbacks rather than
overriding anything.  Look at the callbacks available in
RT::Interface::Web::HandleRequest and the way they're used in the
various RT-Authen-* extensions.

If you don't need it to be user-specific, just do it at the Apache level.

Thomas

From mnagel at willingminds.com  Tue Feb 14 18:42:53 2012
From: mnagel at willingminds.com (Mark D. Nagel)
Date: Tue, 14 Feb 2012 15:42:53 -0800
Subject: [rt-users] IP ACL for per-user access?
In-Reply-To: <4F3AEFFB.30301@bestpractical.com>
References: <4F3AEC9A.20606@willingminds.com>
	<4F3AEFFB.30301@bestpractical.com>
Message-ID: <4F3AF17D.3030402@willingminds.com>

On 2/14/2012 3:36 PM, Thomas Sibley wrote:
> There are better places to do that using callbacks rather than
> overriding anything.  Look at the callbacks available in
> RT::Interface::Web::HandleRequest and the way they're used in the
> various RT-Authen-* extensions.
>
> If you don't need it to be user-specific, just do it at the Apache level.
>

I do want it to be user specific, though, or at least role specific
(SuperUser, for example).  I will check those out, though -- I thought
of doing a callback, but couldn't quite see where it would be best
performed, so I will definitely review the module samples.

Thanks!

Mark

-- 
Mark D. Nagel, CCIE #3177 <mnagel at willingminds.com>
Principal Consultant, Willing Minds LLC (http://www.willingminds.com)
cell: 949-279-5817, desk: 714-495-4001, fax: 714-646-8277

** For faster support response time, please
** email support at willingminds.com or call 714-495-4000

From CLasater at taleo.com  Tue Feb 14 18:54:59 2012
From: CLasater at taleo.com (Christopher Lasater)
Date: Tue, 14 Feb 2012 18:54:59 -0500
Subject: [rt-users] Hide Resolve in 4.0.5
Message-ID: <23037DC22CE8C3428E7636883099F1AAB816E32DE0@JXVXMP01.wwcorp.net>

Hey Guys,
               I just upgraded to 4.0.5 in our testing environment and was trying to test the new config option HideResolveActionsWithDependencies and ForceApprovalsView, which I like the idea of.  Unfortunately, I can not get HideResolve to work.  I have the configuration below but the second I create a ticket with an approval or a ticket with a dependencies, I look at the action menu and resolve and reject are both there.  Any ideas?

Set($HideResolveActionsWithDependencies, 1);  # I see this set in the System Configuration webpage in RT
Set($ForceApprovalsView, 1);

Thanks

Christopher Lasater
Technology Analyst I
Taleo

T. 904.520.6046
E. clasater at taleo.com<mailto:clasater at taleo.com>
[cid:image001.jpg at 01CCEB49.0DCB77C0]<http://www.taleo.com/>
This email and any attachments thereto may contain private, confidential, and privileged material for the sole use of the intended recipient named in the original email to which this message was attached. Any review, copying, or distribution of this email (or any attachments thereto) by others is strictly prohibited. If you are not the intended recipient, please return this email to the sender immediately and permanently delete the original and any copies of this email and any attachments thereto.

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From trs at bestpractical.com  Tue Feb 14 19:57:18 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 14 Feb 2012 19:57:18 -0500
Subject: [rt-users] Hide Resolve in 4.0.5
In-Reply-To: <23037DC22CE8C3428E7636883099F1AAB816E32DE0@JXVXMP01.wwcorp.net>
References: <23037DC22CE8C3428E7636883099F1AAB816E32DE0@JXVXMP01.wwcorp.net>
Message-ID: <4F3B02EE.3050509@bestpractical.com>

On 02/14/2012 06:54 PM, Christopher Lasater wrote:
> Hey Guys,
> 
>                I just upgraded to 4.0.5 in our testing environment and
> was trying to test the new config option
> HideResolveActionsWithDependencies and ForceApprovalsView, which I like
> the idea of.  Unfortunately, I can not get HideResolve to work.  I have
> the configuration below but the second I create a ticket with an
> approval or a ticket with a dependencies, I look at the action menu and
> resolve and reject are both there.  Any ideas?

Works for me on a fresh 4.0.5.  What's the rest of your config?

Thomas

From CLasater at taleo.com  Tue Feb 14 19:59:02 2012
From: CLasater at taleo.com (Christopher Lasater)
Date: Tue, 14 Feb 2012 19:59:02 -0500
Subject: [rt-users] Hide Resolve in 4.0.5
Message-ID: <23037DC22CE8C3428E7636883099F1AAB816A13398@JXVXMP01.wwcorp.net>

At home now, could the lifecycles impact this?  I can email this tomorrow.
------Original Message------
From: Thomas Sibley
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Hide Resolve in 4.0.5
Sent: Feb 14, 2012 7:57 PM

On 02/14/2012 06:54 PM, Christopher Lasater wrote:
> Hey Guys,
> 
>                I just upgraded to 4.0.5 in our testing environment and
> was trying to test the new config option
> HideResolveActionsWithDependencies and ForceApprovalsView, which I like
> the idea of.  Unfortunately, I can not get HideResolve to work.  I have
> the configuration below but the second I create a ticket with an
> approval or a ticket with a dependencies, I look at the action menu and
> resolve and reject are both there.  Any ideas?

Works for me on a fresh 4.0.5.  What's the rest of your config?

Thomas
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

From brajesh.bangalore at gmail.com  Wed Feb 15 04:43:07 2012
From: brajesh.bangalore at gmail.com (brajesh kumar sharma)
Date: Wed, 15 Feb 2012 15:13:07 +0530
Subject: [rt-users] To Remove RT Default Logo
Message-ID: <CAG6hUrLi188k1ed5+GNMMwSopeygdODQ-vvK1ZPd-8oAo2-kYQ@mail.gmail.com>

Hello All,

I am very new in RT. I would like to know that how we can remove the RT
logo from the bottom of the page.

Thanks
Brajesh
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From vishnu.kumar at mahiti.org  Wed Feb 15 06:13:03 2012
From: vishnu.kumar at mahiti.org (Vishnu Kumar D R)
Date: Wed, 15 Feb 2012 16:43:03 +0530
Subject: [rt-users] Override Email Digest when you send CC
Message-ID: <CAL3DTu=KJ04drpvMeSqM2JspeJbbbmZzDEZ7rcs7F4TqjFcaSA@mail.gmail.com>

Hi,

Is there a option to send a mail instantly when he is CCed even though he
has set up a Digest Notification in his preferences.
Can the override be setup in any way?

Regards,
Vishnu Kumar
Mahiti Support

Mahiti Infotech Pvt. Ltd.
http://www.mahiti.org
583 Vyalikaval HBCS Layout
Nagawara, Veerannapalya
Bangalore 560 045
Karnataka, India
Ph: 080 - 30949393
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From bart at pleh.info  Wed Feb 15 06:18:14 2012
From: bart at pleh.info (Bart)
Date: Wed, 15 Feb 2012 12:18:14 +0100
Subject: [rt-users] Add queue change to Update.html (comment/reply)
In-Reply-To: <20120214164424.GR96259@jibsheet.com>
References: <CAB2d3rZD+GG+kTBVVxwth3NSK1_StT3fLewNuxyg4KkV5iq_iQ@mail.gmail.com>
	<CAB2d3rYp7M=qi6p7rwOfgC=uAw3U04CqT6tcMbvH+W57MLUpWg@mail.gmail.com>
	<CAMOxC8uWU=+nSFwz9wNrTwNh5jUxMCc2AiVJF7gq8qESMFNxNg@mail.gmail.com>
	<CAB2d3rZZV=JSsL+eaBhZhZuEMHZo39Amj=5mN7CDQ-cJqs13cw@mail.gmail.com>
	<CAB2d3rbj_2GDgKv=YS=J6UbPOyUBLm+cHqkwCqz7aicN3bTJsg@mail.gmail.com>
	<20120214164424.GR96259@jibsheet.com>
Message-ID: <CAB2d3rYNTrbh0zFUfHzKahgOPfSCmumX0CQGb4pyNRD+2GJGPg@mail.gmail.com>

Hi Kevin,

Thanks for the info :)

I've done some shameless copying of Ruslan's plugin and created my own out
of it.
Using his plugin as an example was plenty :)

It seems that Ruslan's plugin and this one can work together quite nicely,
you just need to figure out which one you want to load first. In my case I
want the queue change to showup first and then the custom fields. Thus when
you load the plugin make sure that the QueueChangeOnUpdate is listed before
the CustomFieldsOnUpdate plugin in your RT_SiteConfig.pm.

The part that might be difficult for myself a.t.m. is creating an official
plugin out of it and adding it to the Perl repo.
I did however manage to make simple bash script out of it which for now
kinda works for me :)

You can check the results in the attatchment.
The script assumes that you have RT installed under /opt/rt4, so if it
isn't then you may need to edit the paths a little.

I would however like to know how I can add this to Perl, so that it's a
little more like a normal plugin :) (need to find some time to figure out
how to do all of that, I'm not that brilliant with Perl, let alone with
actually adding stuff to the repo)

-- Bart

Op 14 februari 2012 17:44 schreef Kevin Falcone
<falcone at bestpractical.com>het volgende:

> On Tue, Feb 14, 2012 at 07:44:08AM +0100, Bart wrote:
> >    Now to make a seperate plugin out of it :) Not sure if I'm able to
> make something for the CPAN
> >    repository, but I'll see how far I can get. (first I'd like to see
> how this works as a
> >    seperate plugin along with to the CustomFieldsOnUpdate plugin).
>
> These days, I usually install Dist::Zilla::MintingProfile::RTx and run
> dzil -P RTx My-Custom-RT-Module and then put it in source control and
> edit away.  I realize that may be a slightly higher barrier to entry
> than you want, and you can usually get away with judicious renaming /
> copying from an existing module.  The most common things you'll need
> to touch include lib/RT/Extension/ModuleName.pm (renaming the file and
> the package line) and also updating the package line in Makefile.PL.
>
> If you're familiar with building a normal CPAN extension, the only
> real magic in an RT extension is the RTx line in Makefile.PL.  If
> you're not familiar with building CPAN extensions, there's a bit more
> framework to wrap your head around.
>
> -kevin
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012
>
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From bart at pleh.info  Wed Feb 15 06:23:12 2012
From: bart at pleh.info (Bart)
Date: Wed, 15 Feb 2012 12:23:12 +0100
Subject: [rt-users] Add queue change to Update.html (comment/reply)
In-Reply-To: <CAB2d3rYNTrbh0zFUfHzKahgOPfSCmumX0CQGb4pyNRD+2GJGPg@mail.gmail.com>
References: <CAB2d3rZD+GG+kTBVVxwth3NSK1_StT3fLewNuxyg4KkV5iq_iQ@mail.gmail.com>
	<CAB2d3rYp7M=qi6p7rwOfgC=uAw3U04CqT6tcMbvH+W57MLUpWg@mail.gmail.com>
	<CAMOxC8uWU=+nSFwz9wNrTwNh5jUxMCc2AiVJF7gq8qESMFNxNg@mail.gmail.com>
	<CAB2d3rZZV=JSsL+eaBhZhZuEMHZo39Amj=5mN7CDQ-cJqs13cw@mail.gmail.com>
	<CAB2d3rbj_2GDgKv=YS=J6UbPOyUBLm+cHqkwCqz7aicN3bTJsg@mail.gmail.com>
	<20120214164424.GR96259@jibsheet.com>
	<CAB2d3rYNTrbh0zFUfHzKahgOPfSCmumX0CQGb4pyNRD+2GJGPg@mail.gmail.com>
Message-ID: <CAB2d3rYFU2Hx+h6uqC8f9jSwQAMhk2+-v09gdPUNvFCF_oxg9Q@mail.gmail.com>

Seems the mailing lists doesn't really allow .sh files, attempting to
attatch a zip with this mail :P

-- Bart

Op 15 februari 2012 12:18 schreef Bart <bart at pleh.info> het volgende:

> Hi Kevin,
>
> Thanks for the info :)
>
> I've done some shameless copying of Ruslan's plugin and created my own out
> of it.
> Using his plugin as an example was plenty :)
>
> It seems that Ruslan's plugin and this one can work together quite nicely,
> you just need to figure out which one you want to load first. In my case I
> want the queue change to showup first and then the custom fields. Thus when
> you load the plugin make sure that the QueueChangeOnUpdate is listed before
> the CustomFieldsOnUpdate plugin in your RT_SiteConfig.pm.
>
> The part that might be difficult for myself a.t.m. is creating an official
> plugin out of it and adding it to the Perl repo.
> I did however manage to make simple bash script out of it which for now
> kinda works for me :)
>
> You can check the results in the attatchment.
> The script assumes that you have RT installed under /opt/rt4, so if it
> isn't then you may need to edit the paths a little.
>
> I would however like to know how I can add this to Perl, so that it's a
> little more like a normal plugin :) (need to find some time to figure out
> how to do all of that, I'm not that brilliant with Perl, let alone with
> actually adding stuff to the repo)
>
>
> -- Bart
>
>
> Op 14 februari 2012 17:44 schreef Kevin Falcone <falcone at bestpractical.com
> > het volgende:
>
>> On Tue, Feb 14, 2012 at 07:44:08AM +0100, Bart wrote:
>> >    Now to make a seperate plugin out of it :) Not sure if I'm able to
>> make something for the CPAN
>> >    repository, but I'll see how far I can get. (first I'd like to see
>> how this works as a
>> >    seperate plugin along with to the CustomFieldsOnUpdate plugin).
>>
>> These days, I usually install Dist::Zilla::MintingProfile::RTx and run
>> dzil -P RTx My-Custom-RT-Module and then put it in source control and
>> edit away.  I realize that may be a slightly higher barrier to entry
>> than you want, and you can usually get away with judicious renaming /
>> copying from an existing module.  The most common things you'll need
>> to touch include lib/RT/Extension/ModuleName.pm (renaming the file and
>> the package line) and also updating the package line in Makefile.PL.
>>
>> If you're familiar with building a normal CPAN extension, the only
>> real magic in an RT extension is the RTx line in Makefile.PL.  If
>> you're not familiar with building CPAN extensions, there's a bit more
>> framework to wrap your head around.
>>
>> -kevin
>>
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston ? March 5 & 6, 2012
>>
>
>
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From bart at pleh.info  Wed Feb 15 06:32:35 2012
From: bart at pleh.info (Bart)
Date: Wed, 15 Feb 2012 12:32:35 +0100
Subject: [rt-users] Add queue change to Update.html (comment/reply)
In-Reply-To: <CAB2d3rYFU2Hx+h6uqC8f9jSwQAMhk2+-v09gdPUNvFCF_oxg9Q@mail.gmail.com>
References: <CAB2d3rZD+GG+kTBVVxwth3NSK1_StT3fLewNuxyg4KkV5iq_iQ@mail.gmail.com>
	<CAB2d3rYp7M=qi6p7rwOfgC=uAw3U04CqT6tcMbvH+W57MLUpWg@mail.gmail.com>
	<CAMOxC8uWU=+nSFwz9wNrTwNh5jUxMCc2AiVJF7gq8qESMFNxNg@mail.gmail.com>
	<CAB2d3rZZV=JSsL+eaBhZhZuEMHZo39Amj=5mN7CDQ-cJqs13cw@mail.gmail.com>
	<CAB2d3rbj_2GDgKv=YS=J6UbPOyUBLm+cHqkwCqz7aicN3bTJsg@mail.gmail.com>
	<20120214164424.GR96259@jibsheet.com>
	<CAB2d3rYNTrbh0zFUfHzKahgOPfSCmumX0CQGb4pyNRD+2GJGPg@mail.gmail.com>
	<CAB2d3rYFU2Hx+h6uqC8f9jSwQAMhk2+-v09gdPUNvFCF_oxg9Q@mail.gmail.com>
Message-ID: <CAB2d3rY7+H990TOyHH44FDp+5+GErSzy6sx5eg5UO=aPFitQXQ@mail.gmail.com>

>_<

Didn't know this:

mBlox Email Attachment Policy:
> Emails containing batch, executable or script attachments (even within a
> zip compressed file) are NOT permitted through the mBlox messaging
> network.
>

Below a link to my wiki where you can easilly download the actual script,
seems that's the best way for now ;)

   - http://pleh.info/wiki/rt/rt-extension-queuechangeonupdate

-- Bart

Op 15 februari 2012 12:23 schreef Bart <bart at pleh.info> het volgende:

> Seems the mailing lists doesn't really allow .sh files, attempting to
> attatch a zip with this mail :P
>
> -- Bart
>
>
> Op 15 februari 2012 12:18 schreef Bart <bart at pleh.info> het volgende:
>
> Hi Kevin,
>>
>> Thanks for the info :)
>>
>> I've done some shameless copying of Ruslan's plugin and created my own
>> out of it.
>> Using his plugin as an example was plenty :)
>>
>> It seems that Ruslan's plugin and this one can work together quite
>> nicely, you just need to figure out which one you want to load first. In my
>> case I want the queue change to showup first and then the custom fields.
>> Thus when you load the plugin make sure that the QueueChangeOnUpdate is
>> listed before the CustomFieldsOnUpdate plugin in your RT_SiteConfig.pm.
>>
>> The part that might be difficult for myself a.t.m. is creating an
>> official plugin out of it and adding it to the Perl repo.
>> I did however manage to make simple bash script out of it which for now
>> kinda works for me :)
>>
>> You can check the results in the attatchment.
>> The script assumes that you have RT installed under /opt/rt4, so if it
>> isn't then you may need to edit the paths a little.
>>
>> I would however like to know how I can add this to Perl, so that it's a
>> little more like a normal plugin :) (need to find some time to figure out
>> how to do all of that, I'm not that brilliant with Perl, let alone with
>> actually adding stuff to the repo)
>>
>>
>> -- Bart
>>
>>
>> Op 14 februari 2012 17:44 schreef Kevin Falcone <
>> falcone at bestpractical.com> het volgende:
>>
>>>  On Tue, Feb 14, 2012 at 07:44:08AM +0100, Bart wrote:
>>> >    Now to make a seperate plugin out of it :) Not sure if I'm able to
>>> make something for the CPAN
>>> >    repository, but I'll see how far I can get. (first I'd like to see
>>> how this works as a
>>> >    seperate plugin along with to the CustomFieldsOnUpdate plugin).
>>>
>>> These days, I usually install Dist::Zilla::MintingProfile::RTx and run
>>> dzil -P RTx My-Custom-RT-Module and then put it in source control and
>>> edit away.  I realize that may be a slightly higher barrier to entry
>>> than you want, and you can usually get away with judicious renaming /
>>> copying from an existing module.  The most common things you'll need
>>> to touch include lib/RT/Extension/ModuleName.pm (renaming the file and
>>> the package line) and also updating the package line in Makefile.PL.
>>>
>>> If you're familiar with building a normal CPAN extension, the only
>>> real magic in an RT extension is the RTx line in Makefile.PL.  If
>>> you're not familiar with building CPAN extensions, there's a bit more
>>> framework to wrap your head around.
>>>
>>> -kevin
>>>
>>> --------
>>> RT Training Sessions (http://bestpractical.com/services/training.html)
>>> * Boston ? March 5 & 6, 2012
>>>
>>
>>
>
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From bart at pleh.info  Wed Feb 15 07:20:08 2012
From: bart at pleh.info (Bart)
Date: Wed, 15 Feb 2012 13:20:08 +0100
Subject: [rt-users] To Remove RT Default Logo
In-Reply-To: <CAG6hUrLi188k1ed5+GNMMwSopeygdODQ-vvK1ZPd-8oAo2-kYQ@mail.gmail.com>
References: <CAG6hUrLi188k1ed5+GNMMwSopeygdODQ-vvK1ZPd-8oAo2-kYQ@mail.gmail.com>
Message-ID: <CAB2d3rYi28g-5FNhs13PvadQOy_6uK=ynu-+vjrfayRwLmOhEQ@mail.gmail.com>

Hi,

That's part of the theme, you can find the themes in this directory:

/opt/rt4/share/html/NoAuth/css
>

If you want to change the theme then I'd suggest copying the base theme
(aileron is the default of RT4) and creating a new one, that way an update
won't break your changes.

-- Bart

Op 15 februari 2012 10:43 schreef brajesh kumar sharma <
brajesh.bangalore at gmail.com> het volgende:

> Hello All,
>
> I am very new in RT. I would like to know that how we can remove the RT
> logo from the bottom of the page.
>
> Thanks
> Brajesh
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012
>
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From diaulas.castro at intersolution.inf.br  Wed Feb 15 07:38:42 2012
From: diaulas.castro at intersolution.inf.br (Diaulas Castro)
Date: Wed, 15 Feb 2012 12:38:42 +0000
Subject: [rt-users] Create Queues
Message-ID: <3B9178D874F56F47B616AB50C01F7B7701DA8956@GRUPRD8002MB111.lamprd80.prod.outlook.com>

Is there a way to create queues and set ACL to them?
 I need create near 40 queues  with same ACL properties, reply address the only thing will change is the subject tag and logic queue name.

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Inform?tica
Tel.: (55 11) 3443-1472
www.intersolution.inf.br
Oracle Certified Partner

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From bart at pleh.info  Wed Feb 15 07:48:26 2012
From: bart at pleh.info (Bart)
Date: Wed, 15 Feb 2012 13:48:26 +0100
Subject: [rt-users] To Remove RT Default Logo
In-Reply-To: <CAB2d3rY1uAgVfP5-L43iodi-EpFdd=2isiekWNBkci1MkpTgsA@mail.gmail.com>
References: <CAG6hUrLi188k1ed5+GNMMwSopeygdODQ-vvK1ZPd-8oAo2-kYQ@mail.gmail.com>
	<CAB2d3rYi28g-5FNhs13PvadQOy_6uK=ynu-+vjrfayRwLmOhEQ@mail.gmail.com>
	<CAG6hUrJB9crKFcQ3pBUAzsfQA_cMNa62UNwkzN2krDcQ3jAw5w@mail.gmail.com>
	<CAB2d3rY1uAgVfP5-L43iodi-EpFdd=2isiekWNBkci1MkpTgsA@mail.gmail.com>
Message-ID: <CAB2d3rYUgZE6JONatWiXXEAMdxdf-t_jRchOxyv2p9wHYdP+Fw@mail.gmail.com>

*Best to keep mailing towards rt-users instead of me personally ;)

-- Bart

Op 15 februari 2012 13:43 schreef Bart <bart at pleh.info> het volgende:

> I'm afraid I don't have a nice document for the overall configuration.
>
> In regards to the e-mail, you have to make sure that the local
> sendmail/postfix configuration knows how to send e-mails.
> In our case we've setup Exim to send mail to a smarthost, this can be done
> with all mail systems. (I assume you have a working mailserver somewhere,
> basically the Linux installation needs to send it's mail to this mailserver)
>
> After that RT should be able to send e-mails.
>
> Also, theres a basic requirement before the application sends e-mail:
>
> - Make a user
> - Make a group and add a user to that group
> - Make a queue (use the default), add the group to the queue
>
> I believe it was something like that as a bare minimum of the RT
> configuration before it will send e-mails.
>
>
> -- Bart
>
>
> Op 15 februari 2012 13:31 schreef brajesh kumar sharma <
> brajesh.bangalore at gmail.com> het volgende:
>
> Hi Bart,
>>
>> Thanks for the quick response. I will check it. Actually I have installed
>> RT 4.0.5 on my linux FC11 machine. And now I have to do the configuration
>> part. Do u have any such documents that it will be helpful for the all
>> basic required configurations. And also mails are not going if I am
>> creating a new Ticket. Please help on this. Overall I want to say that this
>> tool needs for me for only to create tickets.
>>
>> Thanks
>> Brajesh
>>
>> On Wed, Feb 15, 2012 at 5:50 PM, Bart <bart at pleh.info> wrote:
>>
>>> Hi,
>>>
>>> That's part of the theme, you can find the themes in this directory:
>>>
>>> /opt/rt4/share/html/NoAuth/css
>>>>
>>>
>>> If you want to change the theme then I'd suggest copying the base theme
>>> (aileron is the default of RT4) and creating a new one, that way an update
>>> won't break your changes.
>>>
>>> -- Bart
>>>
>>>
>>> Op 15 februari 2012 10:43 schreef brajesh kumar sharma <
>>> brajesh.bangalore at gmail.com> het volgende:
>>>
>>>> Hello All,
>>>>
>>>> I am very new in RT. I would like to know that how we can remove the RT
>>>> logo from the bottom of the page.
>>>>
>>>> Thanks
>>>> Brajesh
>>>>
>>>> --------
>>>> RT Training Sessions (http://bestpractical.com/services/training.html)
>>>> * Boston ? March 5 & 6, 2012
>>>>
>>>
>>>
>>
>
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From CLasater at taleo.com  Wed Feb 15 10:01:34 2012
From: CLasater at taleo.com (Christopher Lasater)
Date: Wed, 15 Feb 2012 10:01:34 -0500
Subject: [rt-users] Hide Resolve in 4.0.5
In-Reply-To: <4F3B02EE.3050509@bestpractical.com>
References: <23037DC22CE8C3428E7636883099F1AAB816E32DE0@JXVXMP01.wwcorp.net>
	<4F3B02EE.3050509@bestpractical.com>
Message-ID: <23037DC22CE8C3428E7636883099F1AAB816E32EE5@JXVXMP01.wwcorp.net>

I removed the External Auth Config, LDAP Importer, and Logging, since they should not be related.  I removed the lifecycles for testing and the issues still occurs, and also tested with and without devel mode.  I do not see much in here that could affect this.

Set($HideResolveActionsWithDependencies, 1); #Hides the Resolve action when tickets 
                                             #have dependecies
Set($ForceApprovalsView, 1);   # Redirects user to approval page when they try to 
                               # view an approval ticket

### Full Text Search
#Postgres
Set( %FullTextSearch,
    Enable     => 1,
    Indexed    => 1,
    Column     => 'ContentIndex',
    Table      => 'Attachments',
);

### Plugins
Set ( %GnuPG, Enable => 0);
Set ( @Plugins, qw(RT::Authen::ExternalAuth) );

### WebServer

Set ($WebPort , 2080);
Set ( $rtname, 'ourwebpage'); # change will impact RTAddressRegexp
Set ( $LogoLinkURL, "http://ourwebpage.com");
Set ($WebPath , "");
Set ($WebBaseURL , "http://ourwebpage.com");
Set ($WebURL , $WebBaseURL . ":3001/");
Set ($WebDomain, "ourserver.fq.dn");
Set ($CanonicalizeRedirectURLs, 1);
Set ($Timezone , 'US/Eastern');

### General Settings
Set ($Organization, "company");
#Set ($DevelMode => 1); # Dev mode for making Web changes instant
Set ($RememberDefaultQueue => 1); # Drop down Queue will stay the same
Set ($ShowMoreAboutPrivilegedUsers => 1); 
Set ($RTAddressRegexp, $rtname . '$');
Set ($SimplifiedRecipients, 1); # Shows simple list of who will receive and email
Set ($UseSQLForACLChecks, 1);

From fireskyer at emailn.de  Wed Feb 15 10:11:05 2012
From: fireskyer at emailn.de (john s.)
Date: Wed, 15 Feb 2012 07:11:05 -0800 (PST)
Subject: [rt-users] Create Queues
In-Reply-To: <3B9178D874F56F47B616AB50C01F7B7701DA8956@GRUPRD8002MB111.lamprd80.prod.outlook.com>
References: <3B9178D874F56F47B616AB50C01F7B7701DA8956@GRUPRD8002MB111.lamprd80.prod.outlook.com>
Message-ID: <33329424.post@talk.nabble.com>

Hello Diaulas 

May this one fits to your needs ... 

http://search.cpan.org/dist/RT-Extension-QueueWizard/
http://search.cpan.org/dist/RT-Extension-QueueWizard/ 

best regards 

john s. 

-- 
View this message in context: http://old.nabble.com/Create-Queues-tp33328558p33329424.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

From diaulas.castro at intersolution.inf.br  Wed Feb 15 10:55:21 2012
From: diaulas.castro at intersolution.inf.br (Diaulas Castro)
Date: Wed, 15 Feb 2012 15:55:21 +0000
Subject: [rt-users] RES:  Create Queues
In-Reply-To: <33329424.post@talk.nabble.com>
References: <3B9178D874F56F47B616AB50C01F7B7701DA8956@GRUPRD8002MB111.lamprd80.prod.outlook.com>
	<33329424.post@talk.nabble.com>
Message-ID: <3B9178D874F56F47B616AB50C01F7B7701DA8E8B@GRUPRD8002MB111.lamprd80.prod.outlook.com>

Looks promising, will try. 

  Thanks in advance.

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Inform?tica 
Tel.: (55 11) 3443-1472 
www.intersolution.inf.br 
Oracle Certified Partner

-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de john s.
Enviada em: quarta-feira, 15 de fevereiro de 2012 13:11
Para: rt-users at lists.bestpractical.com
Assunto: Re: [rt-users] Create Queues

Hello Diaulas 

May this one fits to your needs ... 

http://search.cpan.org/dist/RT-Extension-QueueWizard/
http://search.cpan.org/dist/RT-Extension-QueueWizard/ 

best regards 

john s. 

-- 
View this message in context: http://old.nabble.com/Create-Queues-tp33328558p33329424.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

From bigwa420 at gmail.com  Wed Feb 15 11:08:09 2012
From: bigwa420 at gmail.com (Jeff Ehrenberg)
Date: Wed, 15 Feb 2012 11:08:09 -0500
Subject: [rt-users] Custom Field Attachments to Templates
In-Reply-To: <20120210164658.GF96259@jibsheet.com>
References: <CACcfBZyw1NaRHgemT1-EkFSOBxEcKuTAR59EKhsCzrPw1gcm_w@mail.gmail.com>
	<20120210164658.GF96259@jibsheet.com>
Message-ID: <CACcfBZw-O7QAud-WnnzRxUK0KLm38AH85VTcOVaMU21Gmjd45g@mail.gmail.com>

Thanks for the reply Kevin.  I am not a developer so I am not sure I really
understand your answer or where to begin looking.  Any additional
information on this would be great.
Thanks,
Jeff

On Friday, February 10, 2012, Kevin Falcone <falcone at bestpractical.com>
wrote:
> On Fri, Feb 10, 2012 at 08:31:49AM -0500, Jeff Ehrenberg wrote:
>> I am wondering if it is possible to attach files that have been
>> uploaded to custom fields to an email response.  We have an upload
>> multiple images field and an upload multiple files field that are used
>> on most tickets.  I would like to be able to include the photos and
>> pdfs in the resolved email that gets sent to the requestor.  I know
>> that the blobs are stored in the LargeContent field, but can't figure
>> out how to get them in to the template as attachments.  Anyone know if
>> this is possible?
>
> Unfortunately - you can't do this easily.  You'd need to write your
> own subclass of the Notify actions.  There is code on a branch off of
> the master branch which simplifies some of these code paths, but that
> won't be in a core release until 4.2.
>
> -kevin
>
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From dgarcia at cesca.cat  Wed Feb 15 11:02:06 2012
From: dgarcia at cesca.cat (Daniel Garcia Mejia)
Date: Wed, 15 Feb 2012 17:02:06 +0100
Subject: [rt-users]  Change Owner in RT at glance
Message-ID: <4F3BD6FE.9030102@cesca.cat>

Hi

It is possible or there isa way that in'RT at glance' change the owner 
of a ticket that you can see and have permissions to change the owner?

I wish that was from RT at glance to expedite the work. It is possible?

Thanks

Best regards

Dani

-- 
.......................................................................
         __
        / /       Daniel Garc?a Mej?a
  C E / S / C A   Portals i Repositoris
      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya

  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
.......................................................................

From trs at bestpractical.com  Wed Feb 15 11:27:36 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 15 Feb 2012 11:27:36 -0500
Subject: [rt-users] Hide Resolve in 4.0.5
In-Reply-To: <23037DC22CE8C3428E7636883099F1AAB816E32EE5@JXVXMP01.wwcorp.net>
References: <23037DC22CE8C3428E7636883099F1AAB816E32DE0@JXVXMP01.wwcorp.net>
	<4F3B02EE.3050509@bestpractical.com>
	<23037DC22CE8C3428E7636883099F1AAB816E32EE5@JXVXMP01.wwcorp.net>
Message-ID: <4F3BDCF8.2090100@bestpractical.com>

On 02/15/2012 10:01 AM, Christopher Lasater wrote:
> I removed the External Auth Config, LDAP Importer, and Logging, since
> they should not be related.  I removed the lifecycles for testing and
> the issues still occurs, and also tested with and without devel mode.
> I do not see much in here that could affect this.

I assume you're restarting Apache after config changes and clearing the
mason cache?

Can you show us a screenshot of the ticket page and the actions menu?

Do you have any local modifications to RT?

From dgarcia at cesca.cat  Wed Feb 15 11:34:28 2012
From: dgarcia at cesca.cat (Daniel Garcia Mejia)
Date: Wed, 15 Feb 2012 17:34:28 +0100
Subject: [rt-users]  Change ticket status when pass due date
Message-ID: <4F3BDE94.7050403@cesca.cat>

Hi,

I was searching about this theme  and I read that at now there is no 
exist any script that check for any ticket that have passed the due date 
and ,later, put the ticket in 'stalled'.
I have read that it would be possible with rt-croontol, but that would 
have to search all open tickets, new ,etc ... and if that were true, if 
our database has a large volume of tickets would be very inefficient not?

What module would be used in rt-croontol to search for these tickets?
There is some example?

Best regards

Dani

-- 
.......................................................................
         __
        / /       Daniel Garc?a Mej?a
  C E / S / C A   Portals i Repositoris
      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya

  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
.......................................................................

From trs at bestpractical.com  Wed Feb 15 11:50:47 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 15 Feb 2012 11:50:47 -0500
Subject: [rt-users] Hide Resolve in 4.0.5
In-Reply-To: <23037DC22CE8C3428E7636883099F1AAB816E32FCC@JXVXMP01.wwcorp.net>
References: <23037DC22CE8C3428E7636883099F1AAB816E32DE0@JXVXMP01.wwcorp.net>
	<4F3B02EE.3050509@bestpractical.com>
	<23037DC22CE8C3428E7636883099F1AAB816E32EE5@JXVXMP01.wwcorp.net>
	<4F3BDCF8.2090100@bestpractical.com>
	<23037DC22CE8C3428E7636883099F1AAB816E32FCC@JXVXMP01.wwcorp.net>
Message-ID: <4F3BE267.8000208@bestpractical.com>

Please keep replies on the list.

On 02/15/2012 11:37 AM, Christopher Lasater wrote:
> I had develmode on to go around the caching, but I still cleared the cache
> 
> Apachectl stop
> Rm -rf /opt/rt4/var/mason_data/obj/*
> Apachectl start
> 
> Then did a ctrl-F5 in firefox and took the attached screenshot.

You're going to have to show us more ticket data.  I can't reproduce
this locally.  Can you come up with a simple test procedure?

Also, any local mods?

Please send the full output of your System Configuration page.

From falcone at bestpractical.com  Wed Feb 15 12:00:51 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 15 Feb 2012 12:00:51 -0500
Subject: [rt-users] Override Email Digest when you send CC
In-Reply-To: <CAL3DTu=KJ04drpvMeSqM2JspeJbbbmZzDEZ7rcs7F4TqjFcaSA@mail.gmail.com>
References: <CAL3DTu=KJ04drpvMeSqM2JspeJbbbmZzDEZ7rcs7F4TqjFcaSA@mail.gmail.com>
Message-ID: <20120215170051.GW96259@jibsheet.com>

On Wed, Feb 15, 2012 at 04:43:03PM +0530, Vishnu Kumar D R wrote:
>    Is there a option to send a mail instantly when he is CCed even though he has set up a Digest
>    Notification in his preferences.
>    Can the override be setup in any way?

Unfortunately - there is no such option.  You can look at the
OneTimeTo extension's use of the NoSquelch flag as a way of adding a
field for "Notify regardless of digest" and processing it.

-kevin
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From falcone at bestpractical.com  Wed Feb 15 12:04:09 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 15 Feb 2012 12:04:09 -0500
Subject: [rt-users] To Remove RT Default Logo
In-Reply-To: <CAG6hUrLi188k1ed5+GNMMwSopeygdODQ-vvK1ZPd-8oAo2-kYQ@mail.gmail.com>
References: <CAG6hUrLi188k1ed5+GNMMwSopeygdODQ-vvK1ZPd-8oAo2-kYQ@mail.gmail.com>
Message-ID: <20120215170409.GX96259@jibsheet.com>

On Wed, Feb 15, 2012 at 03:13:07PM +0530, brajesh kumar sharma wrote:
>    I am very new in RT. I would like to know that how we can remove the RT logo from the bottom
>    of the page.

Use the RT Theme editor, available to SuperUsers such as root under
the Tools ->Configuration -> Tools menu.

-kevin
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From falcone at bestpractical.com  Wed Feb 15 12:04:48 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 15 Feb 2012 12:04:48 -0500
Subject: [rt-users] Create Queues
In-Reply-To: <3B9178D874F56F47B616AB50C01F7B7701DA8956@GRUPRD8002MB111.lamprd80.prod.outlook.com>
References: <3B9178D874F56F47B616AB50C01F7B7701DA8956@GRUPRD8002MB111.lamprd80.prod.outlook.com>
Message-ID: <20120215170448.GY96259@jibsheet.com>

On Wed, Feb 15, 2012 at 12:38:42PM +0000, Diaulas Castro wrote:
>    Is there a way to create queues and set ACL to them?
> 
>     I need create near 40 queues  with same ACL properties, reply address the only thing will
>    change is the subject tag and logic queue name.

I'd write an initialdata file and use rt-setup-database to load it in.
RT ships with an initialdata file that creates two queues.

-kevin
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From falcone at bestpractical.com  Wed Feb 15 12:10:05 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 15 Feb 2012 12:10:05 -0500
Subject: [rt-users] Custom Field Attachments to Templates
In-Reply-To: <CACcfBZw-O7QAud-WnnzRxUK0KLm38AH85VTcOVaMU21Gmjd45g@mail.gmail.com>
References: <CACcfBZyw1NaRHgemT1-EkFSOBxEcKuTAR59EKhsCzrPw1gcm_w@mail.gmail.com>
	<20120210164658.GF96259@jibsheet.com>
	<CACcfBZw-O7QAud-WnnzRxUK0KLm38AH85VTcOVaMU21Gmjd45g@mail.gmail.com>
Message-ID: <20120215171005.GZ96259@jibsheet.com>

On Wed, Feb 15, 2012 at 11:08:09AM -0500, Jeff Ehrenberg wrote:
>    Thanks for the reply Kevin. I am not a developer so I am not sure I really understand your
>    answer or where to begin looking. Any additional information on this would be great.

Any solution is going to require significant new code.
You can view the code I referenced in the 4.2/attach-from-transactions
branch, which isn't quite ready for merging into master and as I
mentioned before, won't show up in a core release until 4.2 (assuming
it's completed).

-kevin

> 
>    On Friday, February 10, 2012, Kevin Falcone <[1]falcone at bestpractical.com> wrote:
>    > On Fri, Feb 10, 2012 at 08:31:49AM -0500, Jeff Ehrenberg wrote:
>    >> I am wondering if it is possible to attach files that have been
>    >> uploaded to custom fields to an email response. We have an upload
>    >> multiple images field and an upload multiple files field that are used
>    >> on most tickets. I would like to be able to include the photos and
>    >> pdfs in the resolved email that gets sent to the requestor. I know
>    >> that the blobs are stored in the LargeContent field, but can't figure
>    >> out how to get them in to the template as attachments. Anyone know if
>    >> this is possible?
>    >
>    > Unfortunately - you can't do this easily. You'd need to write your
>    > own subclass of the Notify actions. There is code on a branch off of
>    > the master branch which simplifies some of these code paths, but that
>    > won't be in a core release until 4.2.
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From falcone at bestpractical.com  Wed Feb 15 12:14:43 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 15 Feb 2012 12:14:43 -0500
Subject: [rt-users] Change Owner in RT at glance
In-Reply-To: <4F3BD6FE.9030102@cesca.cat>
References: <4F3BD6FE.9030102@cesca.cat>
Message-ID: <20120215171443.GA96259@jibsheet.com>

On Wed, Feb 15, 2012 at 05:02:06PM +0100, Daniel Garcia Mejia wrote:
> It is possible or there isa way that in'RT at glance' change the
> owner of a ticket that you can see and have permissions to change
> the owner?
> 
> I wish that was from RT at glance to expedite the work. It is possible?

You'll want to add a custom RT__Ticket/ColumnMap entry for OwnerList
that displays the list of owners and then glue on some JS to update
it.  You could also build links that change the owner, but you'd need
to have many many links in the display.

-kevin
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From falcone at bestpractical.com  Wed Feb 15 12:16:12 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 15 Feb 2012 12:16:12 -0500
Subject: [rt-users] Change ticket status when pass due date
In-Reply-To: <4F3BDE94.7050403@cesca.cat>
References: <4F3BDE94.7050403@cesca.cat>
Message-ID: <20120215171612.GB96259@jibsheet.com>

On Wed, Feb 15, 2012 at 05:34:28PM +0100, Daniel Garcia Mejia wrote:
> I was searching about this theme  and I read that at now there is no
> exist any script that check for any ticket that have passed the due
> date and ,later, put the ticket in 'stalled'.
> I have read that it would be possible with rt-croontol, but that
> would have to search all open tickets, new ,etc ... and if that were
> true, if our database has a large volume of tickets would be very
> inefficient not?
> 
> What module would be used in rt-croontol to search for these tickets?
> There is some example?

If you're running into actual performance issues with rt-crontool,
please show the TicketSQL being used and the SQL generated along with
an explain plan.

rt-crontool is going to take the same syntax as you can build from the
Query Builder, so if you can build an inefficient date query there,
you can easily test and add indexes to your database.

-kevin
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From CLasater at taleo.com  Wed Feb 15 12:10:03 2012
From: CLasater at taleo.com (Christopher Lasater)
Date: Wed, 15 Feb 2012 12:10:03 -0500
Subject: [rt-users] Hide Resolve in 4.0.5
In-Reply-To: <4F3BE267.8000208@bestpractical.com>
References: <23037DC22CE8C3428E7636883099F1AAB816E32DE0@JXVXMP01.wwcorp.net>
	<4F3B02EE.3050509@bestpractical.com>
	<23037DC22CE8C3428E7636883099F1AAB816E32EE5@JXVXMP01.wwcorp.net>
	<4F3BDCF8.2090100@bestpractical.com>
	<23037DC22CE8C3428E7636883099F1AAB816E32FCC@JXVXMP01.wwcorp.net>
	<4F3BE267.8000208@bestpractical.com>
Message-ID: <23037DC22CE8C3428E7636883099F1AAB816E33017@JXVXMP01.wwcorp.net>

Sorry, must have hit reply instead of reply all.

I created a brand new Queue called test and gave my user the following permissions

CreateTicket
ReplyTicket
SeeQueue
ShowTicket
ModifyTicket

I created a ticket, then clicked on the create next to Depends on, which should clone the ticket and add it to depends on.  Once that was done I went back to the original ticket went to actions and took a screenshot.
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From borngunners at aol.com  Wed Feb 15 12:38:11 2012
From: borngunners at aol.com (Borngunners)
Date: Wed, 15 Feb 2012 12:38:11 -0500 (EST)
Subject: [rt-users] Upgraded from 3.8.7 to 4.0.5
In-Reply-To: <5D3B4820FE8D574AAA09609D5AECF6C205F9AA8D73@mail.btisystems.com>
References: <5D3B4820FE8D574AAA09609D5AECF6C205F9AA8CAC@mail.btisystems.com><20120207200349.GI994@jibsheet.com><5D3B4820FE8D574AAA09609D5AECF6C205F9AA8D17@mail.btisystems.com><20120207204409.GK994@jibsheet.com>
	<5D3B4820FE8D574AAA09609D5AECF6C205F9AA8D73@mail.btisystems.com>
Message-ID: <8CEBA1FB8A14AD2-1A48-21D7B@webmail-m027.sysops.aol.com>

Can you please share your configuration with me as I am unable to create ticket. Anytime I try to create a ticket, it spit out an error message "Ticket could not be created due to an internal error" I have version 4.0.5 as well

Thanks,

-----Original Message-----
From: Gerrard Leach <gleach at btisystems.com>
To: rt-users <rt-users at lists.bestpractical.com>
Sent: Tue, Feb 7, 2012 3:49 pm
Subject: Re: [rt-users] Upgraded from 3.8.7 to 4.0.5

I reran this script and noticed that it complained about access to the remote 
ySQL database.
ooked into MySQL, and root isn't accessible from remote users.
Updated root's access from remote machines and reran the script.
estarted Apache and it is now working
Changed root's access back to local only.
Thanks Kevin
errard
-----Original Message-----
rom: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] 
n Behalf Of Kevin Falcone
ent: Tuesday, February 07, 2012 3:44 PM
o: rt-users at lists.bestpractical.com
ubject: Re: [rt-users] Upgraded from 3.8.7 to 4.0.5
On Tue, Feb 07, 2012 at 03:25:39PM -0500, Gerrard Leach wrote:
 [Tue Feb  7 20:22:49 2012] [warning]: DBD::mysql::st execute failed: 
 Unknown column 'RenderType' in 'field list' at 
 /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 587. 
 (/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm:587)
This implies you didn't run the database upgrades referred to in README and 
ocs/UPGRADING*
If you look back through your notes and logs, what happened when you ran make 
pgrade-database?
If you missed that step, you may wish to review the rest of the documentation to 
nsure that the other upgrade steps were completed.
-kevin
> [Tue Feb  7 20:22:49 2012] [warning]: RT::Handle=HASH(0x7fba542db0e0) couldn't 
xecute the query 'INSERT INTO CustomFields (RenderType, Pattern, Creator, 
astUpdatedBy, LookupType, Type, MaxValues, Repeated, Disabled, ValuesClass, 
asedOn, Created, Description, Name, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, 
, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm 
ine 600
         DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7fba542db0e0)', 
INSERT INTO CustomFields (RenderType, Pattern, Creator, LastU...', undef, '', 
655, 9655, 'RT::Queue-RT::Ticket', 'Freeform', 1, ...) called at 
usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 350
         DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x7fba542db0e0)', 
CustomFields', 'RenderType', undef, 'Pattern', '', 'Creator', 9655, 
LastUpdatedBy', ...) called at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle/mysql.pm 
ine 36
         DBIx::SearchBuilder::Handle::mysql::Insert('RT::Handle=HASH(0x7fba542db0e0)', 
CustomFields', 'RenderType', undef, 'Pattern', '', 'Creator', 9655, 
LastUpdatedBy', ...) called at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Record.pm 
ine 1292
         DBIx::SearchBuilder::Record::Create('RT::CustomField=HASH(0x7fba5518e6c0)', 
RenderType', undef, 'Creator', 9655, 'Pattern', '', 'LastUpdatedBy', 9655, ...) 
alled at /opt/rt4/sbin/../lib/RT/Record.pm line 316
         RT::Record::Create('RT::CustomField=HASH(0x7fba5518e6c0)', 'Name', 
SLA', 'Type', 'Freeform', 'RenderType', undef, 'MaxValues', 1, ...) called at 
opt/rt4/sbin/../lib/RT/CustomField.pm line 377
         RT::CustomField::Create('RT::CustomField=HASH(0x7fba5518e6c0)', 
Name', 'SLA', 'TypeComposite', 'Freeform-1', 'LookupType', 'RT::Queue-RT::Ticket', 
Description', 'Is the SLA applicable to this ticket', ...) called at 
opt/rt4/share/html/Admin/CustomFields/Modify.html line 167
         HTML::Mason::Commands::__ANON__('IncludeContentForValue', '', 
SetEnabled', 1, 'Enabled', 1, 'LinkValueTo', '', 'Pattern', ...) called at 
usr/local/share/perl/5.10.1/HTML/Mason/Component.pm line 135
         HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fba54d4a9a0)', 
IncludeContentForValue', '', 'SetEnabled', 1, 'Enabled', 1, 'LinkValueTo', '', 
..) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1302
         eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm 
ine 1292
         HTML::Mason::Request::comp(undef, undef, undef, 'IncludeContentForValue', 
', 'SetEnabled', 1, 'Enabled', 1, ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm 
ine 955
         HTML::Mason::Request::call_next('RT::Interface::Web::Request=HASH(0x7fba55219fc8)', 
Pattern', '', 'Update', 'Create', 'id', 'new', 'TypeComposite', 'Freeform-1', 
..) called at /opt/rt4/share/html/Admin/autohandler line 49
         HTML::Mason::Commands::__ANON__('IncludeContentForValue', '', 
SetEnabled', 1, 'Enabled', 1, 'LinkValueTo', '', 'Pattern', ...) called at 
usr/local/share/perl/5.10.1/HTML/Mason/Component.pm line 135
         HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fba54d33b18)', 
IncludeContentForValue', '', 'SetEnabled', 1, 'Enabled', 1, 'LinkValueTo', '', 
..) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1302
         eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm 
ine 1292
         HTML::Mason::Request::comp(undef, undef, undef, 'IncludeContentForValue', 
', 'SetEnabled', 1, 'Enabled', 1, ...) called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm 
ine 548
         RT::Interface::Web::ShowRequestedPage('HASH(0x7fba5523be48)') called 
t /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 295
         RT::Interface::Web::HandleRequest('HASH(0x7fba5523be48)') called at 
opt/rt4/share/html/autohandler line 53
         HTML::Mason::Commands::__ANON__('Pattern', '', 'Update', 'Create', 
id', 'new', 'TypeComposite', 'Freeform-1', 'IncludeContentForValue', ...) 
alled at /usr/local/share/perl/5.10.1/HTML/Mason/Component.pm line 135
         HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fba54321118)', 
Pattern', '', 'Update', 'Create', 'id', 'new', 'TypeComposite', 'Freeform-1', 
..) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1297
         eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm 
ine 1292
         HTML::Mason::Request::comp(undef, undef, undef, 'Pattern', '', 
Update', 'Create', 'id', 'new', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm 
ine 481
         eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm 
ine 481
         eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm 
ine 433
         HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x7fba55219fc8)') 
alled at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm line 85
         eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm 
ine 85
         HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x7fba55219fc8)') 
alled at /usr/local/share/perl/5.10.1/HTML/Mason/Interp.pm line 342
         HTML::Mason::Interp::exec(undef, undef, 'Pattern', '', 'Update', 
Create', 'id', 'new', 'TypeComposite', ...) called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm 
ine 48
         eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm 
ine 48
         HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x7fba481aa990)', 
HTML::Mason::FakeApache=HASH(0x7fba551c7698)', 'HASH(0x7fba5522c6a0)') called 
t /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler/Streamy.pm line 52
         HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x7fba5507f2c0)') 
alled at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 255
         RT::Interface::Web::Handler::__ANON__('CODE(0x7fba5507f2c0)') called 
t /usr/local/share/perl/5.10.1/Plack/Util.pm line 324
         Plack::Util::__ANON__('CODE(0x7fba551c2908)') called at 
usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 68
         Plack::Handler::Apache2::call_app('Plack::Handler::Apache2', 
Apache2::RequestRec=SCALAR(0x7fba55045a70)', 'CODE(0x7fba481aa768)') called at 
usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 91
         Plack::Handler::Apache2::handler('Apache2::RequestRec=SCALAR(0x7fba55045a70)') 
alled at -e line 0
         eval {...} called at -e line 0 
 (/usr/share/perl/5.10/Carp.pm:47)

 -----Original Message-----
 From: rt-users-bounces at lists.bestpractical.com 
 [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin 
 Falcone
 Sent: Tuesday, February 07, 2012 3:04 PM
 To: rt-users at lists.bestpractical.com
 Subject: Re: [rt-users] Upgraded from 3.8.7 to 4.0.5

 On Tue, Feb 07, 2012 at 02:59:45PM -0500, Gerrard Leach wrote:
 >    I am trying to get a simple checkbox setup as a custom field when a 
icket is created.
 > 
 >    I have selected a type of Select One Value,
 > 
 >    But when I choose a Render Type of list and save, I get an error 
RenderType could not be set
 >    to List."

 What shows up in your apache error logs?

 -kevin
 --------
 RT Training Sessions (http://bestpractical.com/services/training.html)
 * Boston  March 5 & 6, 2012
-------
T Training Sessions (http://bestpractical.com/services/training.html)
 Boston  March 5 & 6, 2012

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From diaulas.castro at intersolution.inf.br  Wed Feb 15 12:47:29 2012
From: diaulas.castro at intersolution.inf.br (Diaulas Castro)
Date: Wed, 15 Feb 2012 17:47:29 +0000
Subject: [rt-users] RES:  Create Queues
In-Reply-To: <20120215170448.GY96259@jibsheet.com>
References: <3B9178D874F56F47B616AB50C01F7B7701DA8956@GRUPRD8002MB111.lamprd80.prod.outlook.com>
	<20120215170448.GY96259@jibsheet.com>
Message-ID: <3B9178D874F56F47B616AB50C01F7B7701DA937D@GRUPRD8002MB111.lamprd80.prod.outlook.com>

Hmm nice, will try 
John sent me another hint to look.

http://search.cpan.org/dist/RT-Extension-QueueWizard/
http://search.cpan.org/dist/RT-Extension-QueueWizard/

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Inform?tica 
Tel.: (55 11) 3443-1472 
www.intersolution.inf.br 
Oracle Certified Partner

-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin Falcone
Enviada em: quarta-feira, 15 de fevereiro de 2012 15:05
Para: rt-users at lists.bestpractical.com
Assunto: Re: [rt-users] Create Queues

On Wed, Feb 15, 2012 at 12:38:42PM +0000, Diaulas Castro wrote:
>    Is there a way to create queues and set ACL to them?
> 
>     I need create near 40 queues  with same ACL properties, reply address the only thing will
>    change is the subject tag and logic queue name.

I'd write an initialdata file and use rt-setup-database to load it in.
RT ships with an initialdata file that creates two queues.

-kevin

From trs at bestpractical.com  Wed Feb 15 15:05:28 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 15 Feb 2012 15:05:28 -0500
Subject: [rt-users] Hide Resolve in 4.0.5
In-Reply-To: <23037DC22CE8C3428E7636883099F1AAB816E33017@JXVXMP01.wwcorp.net>
References: <23037DC22CE8C3428E7636883099F1AAB816E32DE0@JXVXMP01.wwcorp.net>
	<4F3B02EE.3050509@bestpractical.com>
	<23037DC22CE8C3428E7636883099F1AAB816E32EE5@JXVXMP01.wwcorp.net>
	<4F3BDCF8.2090100@bestpractical.com>
	<23037DC22CE8C3428E7636883099F1AAB816E32FCC@JXVXMP01.wwcorp.net>
	<4F3BE267.8000208@bestpractical.com>
	<23037DC22CE8C3428E7636883099F1AAB816E33017@JXVXMP01.wwcorp.net>
Message-ID: <4F3C1008.60901@bestpractical.com>

On 02/15/2012 12:10 PM, Christopher Lasater wrote:
> I created a brand new Queue called test and gave my user the
> following permissions
> 
> CreateTicket ReplyTicket SeeQueue ShowTicket ModifyTicket

Your user will still pick up permissions from global group/role/user rights.

> I created a ticket, then clicked on the create next to Depends on,
> which should clone the ticket and add it to depends on.  Once that
> was done I went back to the original ticket went to actions and took
> a screenshot.

This works as expected for me locally.  There is likely something
special about your instance.

Again, do you have any local modifications to RT?

Please also send the full output of the System Configuration page.

Thomas

From CLasater at taleo.com  Wed Feb 15 15:10:45 2012
From: CLasater at taleo.com (Christopher Lasater)
Date: Wed, 15 Feb 2012 15:10:45 -0500
Subject: [rt-users] Hide Resolve in 4.0.5
In-Reply-To: <4F3C1008.60901@bestpractical.com>
References: <23037DC22CE8C3428E7636883099F1AAB816E32DE0@JXVXMP01.wwcorp.net>
	<4F3B02EE.3050509@bestpractical.com>
	<23037DC22CE8C3428E7636883099F1AAB816E32EE5@JXVXMP01.wwcorp.net>
	<4F3BDCF8.2090100@bestpractical.com>
	<23037DC22CE8C3428E7636883099F1AAB816E32FCC@JXVXMP01.wwcorp.net>
	<4F3BE267.8000208@bestpractical.com>
	<23037DC22CE8C3428E7636883099F1AAB816E33017@JXVXMP01.wwcorp.net>
	<4F3C1008.60901@bestpractical.com>
Message-ID: <23037DC22CE8C3428E7636883099F1AAB816E331BE@JXVXMP01.wwcorp.net>

Found the Problem.. I had the Elements/Tabs file in my local folder.  Thanks for the Help.

From bart at pleh.info  Thu Feb 16 04:02:34 2012
From: bart at pleh.info (Bart)
Date: Thu, 16 Feb 2012 10:02:34 +0100
Subject: [rt-users]  Weird panic error
Message-ID: <CAB2d3ra8BuSbeUH4+jBUnXMPGOF=t3dt-+gZpMVMvv=ntUS9_g@mail.gmail.com>

Hi,

Weir experiencing a weird error in our production installation of RT,
something we haven't seen before.

It's randomly creatiing errors, after a bunch of refreshes it seems to work
again for a while.
Clearing the mason object cache + reloading the webservice also seems to
help a bit. (but only for a while)

Below a few errors that weir getting:

1) panic: attempt to copy value HTML::Quoted::Parser=HASH(0x7f7a770dc590)
> to a freed scalar 7f7a77eac6d0 at
> /usr/local/share/perl/5.10.1/HTML/Quoted.pm line 79.
>
> 2) Cannot copy to ARRAY in sassign at
> /usr/local/share/perl/5.10.1/HTML/Quoted.pm line 79.
>

The errors result in no history being shown, not in the overview page or on
the history page. (the history is replaced by the error line)

4.0.4 is our current version, I haven''t yet made plans for upgrading to
4.0.5. (should I?)
We've experienced these errors since version 4.0.4 of RT, we didn't seem to
have these errors with version 4.0.2.

It seems to be something with the HTML Quoted.pm file, thats the common
factor on all errors. I just don't have a clue on where to find the
solution.

Since the problem comes up randomly it's a little difficult to figure out
what's causing it, I'm assuming that it might be the plugin
"RT::Extension::HistoryFilter" but turing that one off will affect the user
experience allot.
Also, we can't seem to reproduce the error in our testing environment,
which uses the same plugins and an almost identical configuration.

In addition, I'm getting a bunch of errors in the apache logs for RT.
Though I'm not sure if they are related: (snippets of the most common
errors, they happen quite allot, especially the last one listed)

Error while loading /opt/rt4/sbin/rt-server: Since your configuration
> exists (/opt/rt4/etc/RT_SiteConfig.pm) but is not writable, I'm refusing to
> do anything.\n, referer: https://rt......
> Apache2::RequestIO::rflush: (103) Software caused connection abort at
> /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 153, referer:
> https://rt......
>

Has anyone seen these errors before? And if so, what could be the cause?

Thanks in advance!

-- Bart
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From jnarins at seniorbridge.com  Thu Feb 16 08:19:36 2012
From: jnarins at seniorbridge.com (Josh Narins)
Date: Thu, 16 Feb 2012 08:19:36 -0500
Subject: [rt-users] Weird panic error
In-Reply-To: <CAB2d3ra8BuSbeUH4+jBUnXMPGOF=t3dt-+gZpMVMvv=ntUS9_g@mail.gmail.com>
References: <CAB2d3ra8BuSbeUH4+jBUnXMPGOF=t3dt-+gZpMVMvv=ntUS9_g@mail.gmail.com>
Message-ID: <F61EA32D7A6A79478142BA12E77AEE83266EE72414@MS3.nyc.seniorbridgeinternal.com>

One way to get farther in situations like these is a quick hack to HTML/Quoted.pm as follows:

eval {
    my $parser = HTML::Quoted::Parser->new(
        [...]
    );
};
if ($@) {
  require Carp;
  Carp::confess("TOKEN or interesting variable");
}

Josh Narins
Director of Application Development
SeniorBridge

845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins at seniorbridge.com
seniorbridge.com<http://www.seniorbridge.com/>

[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]

________________________________
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From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bart
Sent: Thursday, February 16, 2012 4:03 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Weird panic error

Hi,

Weir experiencing a weird error in our production installation of RT, something we haven't seen before.

It's randomly creatiing errors, after a bunch of refreshes it seems to work again for a while.
Clearing the mason object cache + reloading the webservice also seems to help a bit. (but only for a while)

Below a few errors that weir getting:
1) panic: attempt to copy value HTML::Quoted::Parser=HASH(0x7f7a770dc590) to a freed scalar 7f7a77eac6d0 at /usr/local/share/perl/5.10.1/HTML/Quoted.pm line 79.

2) Cannot copy to ARRAY in sassign at /usr/local/share/perl/5.10.1/HTML/Quoted.pm line 79.

The errors result in no history being shown, not in the overview page or on the history page. (the history is replaced by the error line)

4.0.4 is our current version, I haven''t yet made plans for upgrading to 4.0.5. (should I?)
We've experienced these errors since version 4.0.4 of RT, we didn't seem to have these errors with version 4.0.2.

It seems to be something with the HTML Quoted.pm file, thats the common factor on all errors. I just don't have a clue on where to find the solution.

Since the problem comes up randomly it's a little difficult to figure out what's causing it, I'm assuming that it might be the plugin "RT::Extension::HistoryFilter" but turing that one off will affect the user experience allot.
Also, we can't seem to reproduce the error in our testing environment, which uses the same plugins and an almost identical configuration.

In addition, I'm getting a bunch of errors in the apache logs for RT. Though I'm not sure if they are related: (snippets of the most common errors, they happen quite allot, especially the last one listed)
Error while loading /opt/rt4/sbin/rt-server: Since your configuration exists (/opt/rt4/etc/RT_SiteConfig.pm) but is not writable, I'm refusing to do anything.\n, referer: https://rt......
Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 153, referer: https://rt......

Has anyone seen these errors before? And if so, what could be the cause?

Thanks in advance!

-- Bart
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From joseph85750 at yahoo.com  Thu Feb 16 10:52:55 2012
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Thu, 16 Feb 2012 07:52:55 -0800 (PST)
Subject: [rt-users] setting up "keywords" in RT 3.8.8
Message-ID: <1329407575.30230.YahooMailNeo@web30305.mail.mud.yahoo.com>

Years ago, I had RT2 running and using 'keywords' for various queues.
I'm now just trying to do this same sort of thing in RT 3.8.8 but having difficulty finding the corresponding functionality.? My guess would be "CustomField", but if this is the case it is not very intuitive.? Is it called something else?

Is there a document somewhere explaining how to do this in RT3?

Thanks!

?
If life gives you lemons, keep them-- because hey.. free lemons.
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From falcone at bestpractical.com  Thu Feb 16 11:10:10 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 16 Feb 2012 11:10:10 -0500
Subject: [rt-users] Weird panic error
In-Reply-To: <CAB2d3ra8BuSbeUH4+jBUnXMPGOF=t3dt-+gZpMVMvv=ntUS9_g@mail.gmail.com>
References: <CAB2d3ra8BuSbeUH4+jBUnXMPGOF=t3dt-+gZpMVMvv=ntUS9_g@mail.gmail.com>
Message-ID: <20120216161010.GD96259@jibsheet.com>

On Thu, Feb 16, 2012 at 10:02:34AM +0100, Bart wrote:
>    It seems to be something with the HTML Quoted.pm file, thats the common factor on all errors.
>    I just don't have a clue on where to find the solution.

Which version of HTML::Quoted are you running.  You should also be
able to safely remove HTML::Quoted from the system and RT will run
without it if it causes problems.  You'll lose functionality though.

>    Since the problem comes up randomly it's a little difficult to figure out what's causing it,
>    I'm assuming that it might be the plugin "RT::Extension::HistoryFilter" but turing that one
>    off will affect the user experience allot.
>    Also, we can't seem to reproduce the error in our testing environment, which uses the same
>    plugins and an almost identical configuration.

Unless you can replicate load in testing, I don't know if you'll be
able to do a simple test case.

>    In addition, I'm getting a bunch of errors in the apache logs for RT. Though I'm not sure if
>    they are related: (snippets of the most common errors, they happen quite allot, especially the
>    last one listed)
> 
>      Error while loading /opt/rt4/sbin/rt-server: Since your configuration exists
>      (/opt/rt4/etc/RT_SiteConfig.pm) but is not writable, I'm refusing to do anything.\n,
>      referer: [1]https://rt......

This error implies that RT cannot talk to your database, which could
be causing lots of problems.  Look for the error that comes before it
in the logs.

>      Apache2::RequestIO::rflush: (103) Software caused connection abort at
>      /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 153, referer: [2]https://rt......

Traditionally this is "someone hit the stop button".

-kevin
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From falcone at bestpractical.com  Thu Feb 16 11:11:12 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 16 Feb 2012 11:11:12 -0500
Subject: [rt-users] setting up "keywords" in RT 3.8.8
In-Reply-To: <1329407575.30230.YahooMailNeo@web30305.mail.mud.yahoo.com>
References: <1329407575.30230.YahooMailNeo@web30305.mail.mud.yahoo.com>
Message-ID: <20120216161112.GE96259@jibsheet.com>

On Thu, Feb 16, 2012 at 07:52:55AM -0800, Joseph Spenner wrote:
>    Years ago, I had RT2 running and using 'keywords' for various queues.
>    I'm now just trying to do this same sort of thing in RT 3.8.8 but having difficulty finding
>    the corresponding functionality.  My guess would be "CustomField", but if this is the case it
>    is not very intuitive.  Is it called something else?
>    Is there a document somewhere explaining how to do this in RT3?

This functionality is indeed called Custom Fields in RT 3 and 4.
If you tell the list more about what you'd like to achieve, someone
can probably point you to the right parts of the Custom Field feature
to do what you want.

-kevin
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From rbackman at georgefox.edu  Thu Feb 16 11:53:09 2012
From: rbackman at georgefox.edu (Ryan Backman)
Date: Thu, 16 Feb 2012 08:53:09 -0800
Subject: [rt-users] ExternalAuth for only Auth
Message-ID: <CAJ5h9+F5q2L9AENSfkxkeLtk3aW7jugB33pm8G3yBxi3XgoeMg@mail.gmail.com>

Is there a way to tell ExternalAuth to only Authenticate and forget about
trying to CanonicalizeUserInfo?

I create tickets through an external REST API and create the user at the
same time as the ticket.  We have users that are in AD and do not have an
email address, I pull their address from a database.

Here is the relevant snippet from the log file:

[Thu Feb 16 00:57:18 2012] [debug]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by
RT::Authen::ExternalAuth
/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
668 with: Disabled: , EmailAddress: user at hotmail.com, Name: jdoe,
Privileged: , RealName: John Doe
(/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:565)
[Thu Feb 16 00:57:18 2012] [warning]: Use of uninitialized value $_[1] in
join or string at /usr/share/perl5/Log/Dispatch.pm line 21.
(/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:573)
[Thu Feb 16 00:57:18 2012] [debug]: Attempting to get user info using this
external service:
 (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:573)
[Thu Feb 16 00:57:18 2012] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
EmailAddress: jdoe at hotmail.com, Name: jdoe, Privileged: , RealName: John
Doe
(/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:651)
[Thu Feb 16 00:57:19 2012] [debug]: Got a resolved(inactive) ticket with
undefined resolved date. Setting to now.
(/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm:361)
[Thu Feb 16 00:57:19 2012] [error]: Unable to parse an email address from
jdoe: Couldn't find row (/usr/share/request-tracker3.8/lib/RT/EmailParser.p

###################################
# ExternalAuth Configuration
###################################

Set ( $ExternalAuthPriority,  [ 'GFU_LDAP' ] );

#Set ( $ExternalInfoPriority,  [ 'GFU_LDAP' ] );

Set($ExternalServiceUsesSSLorTLS,    0);

Set($AutoCreateNonExternalUsers, 0);

Set($ExternalSettings, {
'GFU_LDAP' => {
'type'                      =>  'ldap',
'server'                    =>  'server.georgefox.edu',
'user'                      =>  'CN=User,OU=Group,DC=Base,DC=Base,DC=edu',
'pass'                      =>  'Password',
'base'                      =>  'DC=Group,DC=Base,DC=edu',
'filter'                    =>  '(objectClass=user)',
'd_filter'                  =>  '(objectClass=Doesntexist)',
'tls'                       =>  0,
'ssl_version'               =>  3,
'net_ldap_args'             => [    version =>  3, port => 636   ],
'group'                     =>  'CN=User,OU=Group,DC=Base,DC=Base,DC=edu',
'group_attr'                =>  'member',
'attr_match_list'           => ['Name',],
'attr_map'                  =>  {'Name' => 'sAMAccountName',
                                 'EmailAddress' => 'mail',
                                 'ExternalAuthId' => 'sAMAccountName',
                                 'Gecos' => 'sAMAccountName',
                                }
}
}
);

Before I commended out ExternalInfoPriority, this is what was in the log
file:

[Wed Feb 15 23:28:49 2012] [debug]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by
RT::Authen::ExternalAuth
/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
668 with: Comments: Autocreated when added as a watcher, Disabled: ,
EmailAddress: , Name: , Privileged: , RealName: jdoe
(/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:565)
[Wed Feb 15 23:28:49 2012] [debug]: Attempting to get user info using this
external service: GFU_LDAP
(/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:573)
[Wed Feb 15 23:28:49 2012] [debug]: Attempting to use this canonicalization
key: Name
(/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:587)
[Wed Feb 15 23:28:49 2012] [debug]: This attribute ( Name ) is null or
incorrectly defined in the attr_map for this service ( GFU_LDAP )
(/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:589)
[Wed Feb 15 23:28:49 2012] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments:
Autocreated when added as a watcher, Disabled: , EmailAddress: , Name: ,
Privileged: , RealName: jdoe
(/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:651)
[Wed Feb 15 23:28:54 2012] [crit]: Failed to create user : Could not set
user info (/usr/share/request-tracker3.8/lib/RT/User_Overlay.pm:513)

=+=+=+=+=+=+=+=+=+
Ryan Backman
Programmer / Analyst
George Fox University
503.554.2576
=+=+=+=+=+=+=+=+=+
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From gerard at eve-team.com  Thu Feb 16 12:05:00 2012
From: gerard at eve-team.com (Gerard FENELON)
Date: Thu, 16 Feb 2012 18:05:00 +0100
Subject: [rt-users] Weird panic error
In-Reply-To: <20120216161010.GD96259@jibsheet.com>
References: <CAB2d3ra8BuSbeUH4+jBUnXMPGOF=t3dt-+gZpMVMvv=ntUS9_g@mail.gmail.com>
	<20120216161010.GD96259@jibsheet.com>
Message-ID: <4F3D373C.3090406@eve-team.com>

Sorry Slightly off-topic

On 2012-02-16 17:10, Kevin Falcone wrote:
> [...]
>>       Apache2::RequestIO::rflush: (103) Software caused connection abort at
>>       /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 153, referer: [2]https://rt......
> Traditionally this is "someone hit the stop button".

Hi Kevin

Honestly I have doubts on that traditional wisdom.
For example, I have 102 occurences of that error between
Mon Feb 13 07:37:12 2012 and Thu Feb 16 17:01:44 2012
102 people hitting the stop button in 3,5 days ?!?

Gerard

From falcone at bestpractical.com  Thu Feb 16 12:13:11 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 16 Feb 2012 12:13:11 -0500
Subject: [rt-users] ExternalAuth for only Auth
In-Reply-To: <CAJ5h9+F5q2L9AENSfkxkeLtk3aW7jugB33pm8G3yBxi3XgoeMg@mail.gmail.com>
References: <CAJ5h9+F5q2L9AENSfkxkeLtk3aW7jugB33pm8G3yBxi3XgoeMg@mail.gmail.com>
Message-ID: <20120216171311.GF96259@jibsheet.com>

On Thu, Feb 16, 2012 at 08:53:09AM -0800, Ryan Backman wrote:
> Is there a way to tell ExternalAuth to only Authenticate and forget about
> trying to CanonicalizeUserInfo?

Yes - but rather than doing this:

#Set ( $ExternalInfoPriority,  [ 'GFU_LDAP' ] );

try this

Set ( $ExternalInfoPriority,  [ ] );

You also didn't give your RT or RT-Authen-ExternalAuth versions and
your line numbers are odd enough that I can tell you're using an older
version and I hesitate to suggest more without knowing exactly what's
going on.

-kevin

> I create tickets through an external REST API and create the user at the
> same time as the ticket.  We have users that are in AD and do not have an
> email address, I pull their address from a database.
> 
> Here is the relevant snippet from the log file:
> 
> [Thu Feb 16 00:57:18 2012] [debug]:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo called by
> RT::Authen::ExternalAuth
> /usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
> 668 with: Disabled: , EmailAddress: user at hotmail.com, Name: jdoe,
> Privileged: , RealName: John Doe
> (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:565)
> [Thu Feb 16 00:57:18 2012] [warning]: Use of uninitialized value $_[1] in
> join or string at /usr/share/perl5/Log/Dispatch.pm line 21.
> (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:573)
> [Thu Feb 16 00:57:18 2012] [debug]: Attempting to get user info using this
> external service:
>  (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:573)
> [Thu Feb 16 00:57:18 2012] [info]:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
> EmailAddress: jdoe at hotmail.com, Name: jdoe, Privileged: , RealName: John
> Doe
> (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:651)
> [Thu Feb 16 00:57:19 2012] [debug]: Got a resolved(inactive) ticket with
> undefined resolved date. Setting to now.
> (/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm:361)
> [Thu Feb 16 00:57:19 2012] [error]: Unable to parse an email address from
> jdoe: Couldn't find row (/usr/share/request-tracker3.8/lib/RT/EmailParser.p
> 
> 
> ###################################
> # ExternalAuth Configuration
> ###################################
> 
> Set ( $ExternalAuthPriority,  [ 'GFU_LDAP' ] );
> 
> #Set ( $ExternalInfoPriority,  [ 'GFU_LDAP' ] );
> 
> Set($ExternalServiceUsesSSLorTLS,    0);
> 
> Set($AutoCreateNonExternalUsers, 0);
> 
> Set($ExternalSettings, {
> 'GFU_LDAP' => {
> 'type'                      =>  'ldap',
> 'server'                    =>  'server.georgefox.edu',
> 'user'                      =>  'CN=User,OU=Group,DC=Base,DC=Base,DC=edu',
> 'pass'                      =>  'Password',
> 'base'                      =>  'DC=Group,DC=Base,DC=edu',
> 'filter'                    =>  '(objectClass=user)',
> 'd_filter'                  =>  '(objectClass=Doesntexist)',
> 'tls'                       =>  0,
> 'ssl_version'               =>  3,
> 'net_ldap_args'             => [    version =>  3, port => 636   ],
> 'group'                     =>  'CN=User,OU=Group,DC=Base,DC=Base,DC=edu',
> 'group_attr'                =>  'member',
> 'attr_match_list'           => ['Name',],
> 'attr_map'                  =>  {'Name' => 'sAMAccountName',
>                                  'EmailAddress' => 'mail',
>                                  'ExternalAuthId' => 'sAMAccountName',
>                                  'Gecos' => 'sAMAccountName',
>                                 }
> }
> }
> );
> 
> Before I commended out ExternalInfoPriority, this is what was in the log
> file:
> 
> [Wed Feb 15 23:28:49 2012] [debug]:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo called by
> RT::Authen::ExternalAuth
> /usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
> 668 with: Comments: Autocreated when added as a watcher, Disabled: ,
> EmailAddress: , Name: , Privileged: , RealName: jdoe
> (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:565)
> [Wed Feb 15 23:28:49 2012] [debug]: Attempting to get user info using this
> external service: GFU_LDAP
> (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:573)
> [Wed Feb 15 23:28:49 2012] [debug]: Attempting to use this canonicalization
> key: Name
> (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:587)
> [Wed Feb 15 23:28:49 2012] [debug]: This attribute ( Name ) is null or
> incorrectly defined in the attr_map for this service ( GFU_LDAP )
> (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:589)
> [Wed Feb 15 23:28:49 2012] [info]:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments:
> Autocreated when added as a watcher, Disabled: , EmailAddress: , Name: ,
> Privileged: , RealName: jdoe
> (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:651)
> [Wed Feb 15 23:28:54 2012] [crit]: Failed to create user : Could not set
> user info (/usr/share/request-tracker3.8/lib/RT/User_Overlay.pm:513)
> 
> =+=+=+=+=+=+=+=+=+
> Ryan Backman
> Programmer / Analyst
> George Fox University
> 503.554.2576
> =+=+=+=+=+=+=+=+=+

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From trs at bestpractical.com  Thu Feb 16 12:17:15 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 16 Feb 2012 12:17:15 -0500
Subject: [rt-users] Weird panic error
In-Reply-To: <4F3D373C.3090406@eve-team.com>
References: <CAB2d3ra8BuSbeUH4+jBUnXMPGOF=t3dt-+gZpMVMvv=ntUS9_g@mail.gmail.com>
	<20120216161010.GD96259@jibsheet.com>
	<4F3D373C.3090406@eve-team.com>
Message-ID: <4F3D3A1B.8050804@bestpractical.com>

On 02/16/2012 12:05 PM, Gerard FENELON wrote:
> Honestly I have doubts on that traditional wisdom.
> For example, I have 102 occurences of that error between
> Mon Feb 13 07:37:12 2012 and Thu Feb 16 17:01:44 2012
> 102 people hitting the stop button in 3,5 days ?!?

It's also dropped connections (think mobile devices).

From trs at bestpractical.com  Thu Feb 16 12:19:05 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 16 Feb 2012 12:19:05 -0500
Subject: [rt-users] Weird panic error
In-Reply-To: <CAB2d3ra8BuSbeUH4+jBUnXMPGOF=t3dt-+gZpMVMvv=ntUS9_g@mail.gmail.com>
References: <CAB2d3ra8BuSbeUH4+jBUnXMPGOF=t3dt-+gZpMVMvv=ntUS9_g@mail.gmail.com>
Message-ID: <4F3D3A89.3040207@bestpractical.com>

On 02/16/2012 04:02 AM, Bart wrote:
>     1) panic: attempt to copy value
>     HTML::Quoted::Parser=HASH(0x7f7a770dc590) to a freed scalar
>     7f7a77eac6d0 at /usr/local/share/perl/5.10.1/HTML/Quoted.pm line 79.
> 
>     2) Cannot copy to ARRAY in sassign at
>     /usr/local/share/perl/5.10.1/HTML/Quoted.pm line 79.

I'd be very curious to see the raw mail that's causing these errors.

> Also, we can't seem to reproduce the error in our testing environment,
> which uses the same plugins and an almost identical configuration.

Same module versions?

Thomas

From joseph85750 at yahoo.com  Thu Feb 16 12:19:06 2012
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Thu, 16 Feb 2012 09:19:06 -0800 (PST)
Subject: [rt-users] setting up "keywords" in RT 3.8.8
In-Reply-To: <20120216161112.GE96259@jibsheet.com>
References: <1329407575.30230.YahooMailNeo@web30305.mail.mud.yahoo.com>
	<20120216161112.GE96259@jibsheet.com>
Message-ID: <1329412746.52118.YahooMailNeo@web30308.mail.mud.yahoo.com>

________________________________
 From: Kevin Falcone <falcone at bestpractical.com>
To: rt-users at lists.bestpractical.com 
Sent: Thursday, February 16, 2012 9:11 AM
Subject: Re: [rt-users] setting up "keywords" in RT 3.8.8

On Thu, Feb 16, 2012 at 07:52:55AM -0800, Joseph Spenner wrote:
>? ? Years ago, I had RT2 running and using 'keywords' for various queues.
>? ? I'm now just trying to do this same sort of thing in RT 3.8.8 but having difficulty finding
>? ? the corresponding functionality.? My guess would be "CustomField", but if this is the case it
>? ? is not very intuitive.? Is it called something else?
>? ? Is there a document somewhere explaining how to do this in RT3?

This functionality is indeed called Custom Fields in RT 3 and 4.
If you tell the list more about what you'd like to achieve, someone
can probably point you to the right parts of the Custom Field feature
to do what you want.

-kevin

--------

Keven:
? Good to hear!

My goal is to have a single queue with 
some CustomFields.? There needs to be several for this
 queue.? Some need to be a 'single selectable' field, and other 
'multiple selectable' fields.?? For example, the queue is a general 
"Maintenance" queue for my systems.? I'd like to be able to create a 
ticket, select the system affected from a list (one Custom Field), then 
maybe select other Custom Fields depending what the maintenance was (ie:
 hard drive replaced, OS patched, hardware added).
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From falcone at bestpractical.com  Thu Feb 16 12:21:04 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 16 Feb 2012 12:21:04 -0500
Subject: [rt-users] Weird panic error
In-Reply-To: <4F3D373C.3090406@eve-team.com>
References: <CAB2d3ra8BuSbeUH4+jBUnXMPGOF=t3dt-+gZpMVMvv=ntUS9_g@mail.gmail.com>
	<20120216161010.GD96259@jibsheet.com>
	<4F3D373C.3090406@eve-team.com>
Message-ID: <20120216172104.GG96259@jibsheet.com>

On Thu, Feb 16, 2012 at 06:05:00PM +0100, Gerard FENELON wrote:
> Sorry Slightly off-topic
> 
> On 2012-02-16 17:10, Kevin Falcone wrote:
> >[...]
> >>      Apache2::RequestIO::rflush: (103) Software caused connection abort at
> >>      /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 153, referer: [2]https://rt......
> >Traditionally this is "someone hit the stop button".
> 
> Honestly I have doubts on that traditional wisdom.
> For example, I have 102 occurences of that error between
> Mon Feb 13 07:37:12 2012 and Thu Feb 16 17:01:44 2012
> 102 people hitting the stop button in 3,5 days ?!?

Gerard - see Thomas' response about mobile connections.  My main point
is that this error is not likely to be the problem he is seeking.
Unfortunately, it's a mod_perl level error with no useful way to
debug, and it's been that way since the mod_perl1 days.

-kevin
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From senior.unix at gmail.com  Thu Feb 16 14:24:56 2012
From: senior.unix at gmail.com (UnixMan)
Date: Thu, 16 Feb 2012 11:24:56 -0800 (PST)
Subject: [rt-users]  RT 4.0.5 and AT 2.0 Asset Plugin and Shredder Problem
Message-ID: <33338246.post@talk.nabble.com>

I've created an dummy asset and now want to delete it in RT 4.0.5 with AT
2.0. I can't find anywhere to do that actually. I went to the Tools ->
Configuration -> Tools -> Shredder , but I can't locate any Assets. 

I tried on the command line : 

# ./sbin/rt-shredder --plugin help-Assets 
Couldn't find plugin 'Assets' 
Plugins list: 
? ? ? ? Objects 
? ? ? ? Users 
? ? ? ? Attachments 
? ? ? ? Summary 
? ? ? ? Tickets 
? ? ? ? SQLDump 

But I don't find the Asset plugin. I was going to do : 

rt-shredder --plugin Assets=id,4 

but since I cannot find the Assets when I list them I don't feel confident
that this would work. 

Just don't want to mess anything up. 

Any and all help is appreciated. 

Thanks, 
Scott
-- 
View this message in context: http://old.nabble.com/RT-4.0.5-and-AT-2.0-Asset-Plugin-and-Shredder-Problem-tp33338246p33338246.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

From joseph85750 at yahoo.com  Thu Feb 16 14:41:12 2012
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Thu, 16 Feb 2012 11:41:12 -0800 (PST)
Subject: [rt-users] setting up "keywords" in RT 3.8.8
In-Reply-To: <1329412746.52118.YahooMailNeo@web30308.mail.mud.yahoo.com>
References: <1329407575.30230.YahooMailNeo@web30305.mail.mud.yahoo.com>
	<20120216161112.GE96259@jibsheet.com>
	<1329412746.52118.YahooMailNeo@web30308.mail.mud.yahoo.com>
Message-ID: <1329421272.73010.YahooMailNeo@web30307.mail.mud.yahoo.com>

________________________________
 From: Joseph Spenner <joseph85750 at yahoo.com>
To: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Thursday, February 16, 2012 10:19 AM
Subject: Re: [rt-users] setting up "keywords" in RT 3.8.8

________________________________
 From: Kevin Falcone <falcone at bestpractical.com>
To: rt-users at lists.bestpractical.com 
Sent: Thursday, February 16, 2012 9:11 AM
Subject: Re: [rt-users] setting up "keywords" in RT 3.8.8

On Thu, Feb 16, 2012 at 07:52:55AM -0800, Joseph Spenner wrote:
>? ? Years ago, I had RT2 running and using 'keywords' for various queues.
>? ? I'm now just trying to do this same sort of thing in RT 3.8.8 but having difficulty finding
>? ? the corresponding functionality.? My guess would be "CustomField", but if this is the case it
>? ? is not very intuitive.? Is it called something else?
>? ? Is there a document somewhere explaining how to do this in RT3?

This functionality is indeed called Custom Fields in RT 3 and 4.
If you tell the list more about what you'd like to achieve, someone
can probably point you to the right parts of the Custom Field feature
to do what you want.

-kevin

--------

Keven:
? Good to hear!

My goal is to have a single queue with 
some CustomFields.? There needs to be several for this
 queue.? Some need to be a 'single selectable' field, and other 
'multiple selectable' fields.?? For example, the queue is a general 
"Maintenance" queue for my systems.? I'd like to be able to create a 
ticket, select the system affected from a list (one Custom Field), then 
maybe select other Custom Fields depending what the maintenance was (ie:
 hard drive replaced, OS patched, hardware added).

--------

I got it figured it.? Actually, it was relatively intuitive once I found the right spot.? However, I'm curious about some of the fields.
What is the significance of the "Category" field?
And the "Description" is just informational?
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From rbackman at georgefox.edu  Thu Feb 16 16:19:15 2012
From: rbackman at georgefox.edu (Ryan Backman)
Date: Thu, 16 Feb 2012 13:19:15 -0800
Subject: [rt-users] ExternalAuth for only Auth
In-Reply-To: <20120216171311.GF96259@jibsheet.com>
References: <CAJ5h9+F5q2L9AENSfkxkeLtk3aW7jugB33pm8G3yBxi3XgoeMg@mail.gmail.com>
	<20120216171311.GF96259@jibsheet.com>
Message-ID: <CAJ5h9+GfrgW7zeZ2FNdQeb-KrL_p2nqH9LRB3Y+-o3ch6jpcdQ@mail.gmail.com>

I'm using RT 3.8.7 and RT-Authen-ExternalAuth 0.09_03.

=+=+=+=+=+=+=+=+=+
Ryan Backman
Programmer / Analyst
George Fox University
503.554.2576
=+=+=+=+=+=+=+=+=+

On Thu, Feb 16, 2012 at 9:13 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> You also didn't give your RT or RT-Authen-ExternalAuth versions and
> your line numbers are odd enough that I can tell you're using an older
> version and I hesitate to suggest more without knowing exactly what's
> going on.
>
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From van.howell at lcu.edu  Thu Feb 16 17:45:12 2012
From: van.howell at lcu.edu (Howell, Van)
Date: Thu, 16 Feb 2012 22:45:12 +0000
Subject: [rt-users] LDAP Import groups question
Message-ID: <84E70F84D007E14BBD13A402719AF27C15872D1D@SN2PRD0102MB153.prod.exchangelabs.com>

I am trying to import all my LDAP account into RT and put them into groups. The test doesn't seem to be working.
Here is the debug information

[Thu Feb 16 22:39:24 2012] [debug]: Imported 5221/5221 users (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:855)
Testing group import
[Thu Feb 16 22:39:24 2012] [debug]: searching with base => 'CN=Users,DC=xxxxxx,DC=xxx,DC=edu' filter => '(|(CN=Technology)(CN=FACULTY)(CN=STAFF)(CN=STUDENTS))' (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:855)
[Thu Feb 16 22:39:24 2012] [debug]: search found 4 objects (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:855)
[Thu Feb 16 22:39:24 2012] [debug]: Processing group Students (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:855)
Found existing group Students to update
[Thu Feb 16 22:39:24 2012] [debug]: Processing group membership for Students (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:855)
[Thu Feb 16 22:39:24 2012] [warning]: No members found for Students in Member_Attr (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:874)
No members found for Students in Member_Attr
[Thu Feb 16 22:39:24 2012] [debug]: Imported 1/4 groups (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:855)
[Thu Feb 16 22:39:24 2012] [debug]: Processing group STAFF (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:855)
Found existing group STAFF to update
[Thu Feb 16 22:39:24 2012] [debug]: Processing group membership for STAFF (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:855)
[Thu Feb 16 22:39:24 2012] [warning]: No members found for STAFF in Member_Attr (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:874)
No members found for STAFF in Member_Attr
[Thu Feb 16 22:39:24 2012] [debug]: Imported 2/4 groups (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:855)
[Thu Feb 16 22:39:24 2012] [debug]: Processing group FACULTY (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:855)
Found existing group FACULTY to update
[Thu Feb 16 22:39:24 2012] [debug]: Processing group membership for FACULTY (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:855)
[Thu Feb 16 22:39:24 2012] [warning]: No members found for FACULTY in Member_Attr (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:874)
No members found for FACULTY in Member_Attr
[Thu Feb 16 22:39:24 2012] [debug]: Imported 3/4 groups (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:855)
[Thu Feb 16 22:39:24 2012] [debug]: Processing group Technology (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:855)
Found existing group Technology to update
[Thu Feb 16 22:39:24 2012] [debug]: Processing group membership for Technology (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:855)
[Thu Feb 16 22:39:24 2012] [warning]: No members found for Technology in Member_Attr (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:874)
No members found for Technology in Member_Attr
[Thu Feb 16 22:39:24 2012] [debug]: Imported 4/4 groups (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:855)
Finished test

Here is my configuration...

Set($LDAPHost,'xxxx.xxx.edu');
Set($LDAPUser,'CN=LDAPRT,OU=CampusServices,DC=xxxxxx,DC=xxx,DC=edu');
Set($LDAPPassword,'xxxxxxxxx');
Set($LDAPBase, 'OU=xxx,DC=xxxxxx,DC=xxx;DC=EDU');
Set($LDAPCreatPrivileged, 1);
Set($LDAPFilter, '(&(objectCategory=person)(objectClass=user)( !(userAccountControl:1.2.840.113556.1.4.803:=2)))');
Set($LDAPMapping, {Name => 'sAMAccountName',
                   EmailAddress => 'mail',
                   Organization => 'physicalDeliveryOfficeName',
                   RealName => 'cn',
                   ExternalAuthId => 'sAMAccountName',
                   Gecos => 'sAMAccountName',
                   WorkPhone => 'telephoneNumber',
                   Address1 => 'streetAddress',
                   City => 'l',
                   State => 'st',
                   Zip => 'postalCode',
                   Country => 'co'});
Set($LDAPGroupBase, 'CN=Users,DC=xxxxxx,DC=xxx,DC=edu');
Set($LDAPGroupFilter, '(|(CN=Technology)(CN=FACULTY)(CN=STAFF)(CN=STUDENTS))');
Set($LDAPGroupMapping, {Name => 'cn', Member_attr => 'member'});

Van Howell
System Administrator
Lubbock Christian University

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From trs at bestpractical.com  Thu Feb 16 18:08:03 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 16 Feb 2012 18:08:03 -0500
Subject: [rt-users] LDAP Import groups question
In-Reply-To: <84E70F84D007E14BBD13A402719AF27C15872D1D@SN2PRD0102MB153.prod.exchangelabs.com>
References: <84E70F84D007E14BBD13A402719AF27C15872D1D@SN2PRD0102MB153.prod.exchangelabs.com>
Message-ID: <4F3D8C53.60704@bestpractical.com>

On 02/16/2012 05:45 PM, Howell, Van wrote:
> [Thu Feb 16 22:39:24 2012] [debug]: Processing group membership for
> Students
> (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:855)
> 
> [Thu Feb 16 22:39:24 2012] [warning]: No members found for Students in
> Member_Attr
> (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:874)
> 
> No members found for Students in Member_Attr
[snip]
> Set($LDAPGroupMapping, {Name => 'cn', Member_attr => 'member'});

It's Member_Attr not Member_attr.

Thomas

From van.howell at lcu.edu  Thu Feb 16 18:21:09 2012
From: van.howell at lcu.edu (Howell, Van)
Date: Thu, 16 Feb 2012 23:21:09 +0000
Subject: [rt-users] LDAP Import groups question
In-Reply-To: <4F3D8C53.60704@bestpractical.com>
References: <84E70F84D007E14BBD13A402719AF27C15872D1D@SN2PRD0102MB153.prod.exchangelabs.com>
	<4F3D8C53.60704@bestpractical.com>
Message-ID: <84E70F84D007E14BBD13A402719AF27C15872D61@SN2PRD0102MB153.prod.exchangelabs.com>

Good catch. 
That worked. 

Van Howell
System Administrator
Lubbock Christian University

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Thursday, February 16, 2012 5:08 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] LDAP Import groups question

On 02/16/2012 05:45 PM, Howell, Van wrote:
> [Thu Feb 16 22:39:24 2012] [debug]: Processing group membership for 
> Students
> (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPI
> mport.pm:855)
> 
> [Thu Feb 16 22:39:24 2012] [warning]: No members found for Students in 
> Member_Attr
> (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPI
> mport.pm:874)
> 
> No members found for Students in Member_Attr
[snip]
> Set($LDAPGroupMapping, {Name => 'cn', Member_attr => 'member'});

It's Member_Attr not Member_attr.

Thomas
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

From van.howell at lcu.edu  Thu Feb 16 18:23:44 2012
From: van.howell at lcu.edu (Howell, Van)
Date: Thu, 16 Feb 2012 23:23:44 +0000
Subject: [rt-users] SelfService and ticket submission via Mail
Message-ID: <84E70F84D007E14BBD13A402719AF27C15872D74@SN2PRD0102MB153.prod.exchangelabs.com>

I am using LDAP authentication.
I have about 2000 users in Faculty, Staff, Student and Distance Ed groups.
I want them to be able to submit tickets via email and check progress using self service.

Do they each have to be a member of my RTUsers group to do this?

Van Howell
System Administrator
Lubbock Christian University

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From kenn.crocker at gmail.com  Thu Feb 16 20:08:27 2012
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Thu, 16 Feb 2012 17:08:27 -0800
Subject: [rt-users] SelfService and ticket submission via Mail
In-Reply-To: <84E70F84D007E14BBD13A402719AF27C15872D74@SN2PRD0102MB153.prod.exchangelabs.com>
References: <84E70F84D007E14BBD13A402719AF27C15872D74@SN2PRD0102MB153.prod.exchangelabs.com>
Message-ID: <CAOtpkaiO8GZmR2cT72Pz31mwRqLQJfw5+8Ss3++vODhDiZ1R7g@mail.gmail.com>

Van,

I would recommend making them all privileged so you cab put them in groups
(like staff, students, etc.) with similar access needs.

Kenn

On Thu, Feb 16, 2012 at 3:23 PM, Howell, Van <van.howell at lcu.edu> wrote:

>  I am using LDAP authentication.****
>
> I have about 2000 users in Faculty, Staff, Student and Distance Ed groups.
> ****
>
> I want them to be able to submit tickets via email and check progress
> using self service.****
>
> ** **
>
> Do they each have to be a member of my RTUsers group to do this?****
>
> ** **
>
> Van Howell****
>
> System Administrator****
>
> Lubbock Christian University****
>
> ** **
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012
>
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From falcone at bestpractical.com  Thu Feb 16 21:31:29 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 16 Feb 2012 21:31:29 -0500
Subject: [rt-users] SelfService and ticket submission via Mail
In-Reply-To: <CAOtpkaiO8GZmR2cT72Pz31mwRqLQJfw5+8Ss3++vODhDiZ1R7g@mail.gmail.com>
References: <84E70F84D007E14BBD13A402719AF27C15872D74@SN2PRD0102MB153.prod.exchangelabs.com>
	<CAOtpkaiO8GZmR2cT72Pz31mwRqLQJfw5+8Ss3++vODhDiZ1R7g@mail.gmail.com>
Message-ID: <20120217023129.GH96259@jibsheet.com>

On Thu, Feb 16, 2012 at 05:08:27PM -0800, Kenneth Crocker wrote:
>    I would recommend making them all privileged so you cab put them in groups (like staff,
>    students, etc.) with similar access needs.

Kenn - this ignores one of the most useful features of RT for
non-technical users - the SelfService interface where all they see are
their tickets in a greatly simplified interface.  

Van - I assume you mean your LDAP RTUsers group?
You'll either need to remove the RTUsers group restriction on
RT-Authen-ExternalAuth or add users to it.

-kevin

>    On Thu, Feb 16, 2012 at 3:23 PM, Howell, Van <[1]van.howell at lcu.edu> wrote:
> 
>      I am using LDAP authentication.
> 
>      I have about 2000 users in Faculty, Staff, Student and Distance Ed groups.
> 
>      I want them to be able to submit tickets via email and check progress using self service.
> 
>      Do they each have to be a member of my RTUsers group to do this?
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From falcone at bestpractical.com  Thu Feb 16 21:39:05 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 16 Feb 2012 21:39:05 -0500
Subject: [rt-users] ExternalAuth for only Auth
In-Reply-To: <CAJ5h9+GfrgW7zeZ2FNdQeb-KrL_p2nqH9LRB3Y+-o3ch6jpcdQ@mail.gmail.com>
References: <CAJ5h9+F5q2L9AENSfkxkeLtk3aW7jugB33pm8G3yBxi3XgoeMg@mail.gmail.com>
	<20120216171311.GF96259@jibsheet.com>
	<CAJ5h9+GfrgW7zeZ2FNdQeb-KrL_p2nqH9LRB3Y+-o3ch6jpcdQ@mail.gmail.com>
Message-ID: <20120217023905.GI96259@jibsheet.com>

On Thu, Feb 16, 2012 at 01:19:15PM -0800, Ryan Backman wrote:
>    I'm using RT 3.8.7 and RT-Authen-ExternalAuth 0.09_03.

Ok, so try with my recommended configuration and send the complete log
of the failure this time (you truncated the EmailParser error and
don't show the actual failure in the first log, just the warnings from
ExternalAuth).

If you want to avoid needing to set an empty list, you can try the tip
of the git repo, which is one commit past 0.09_03

You may also want to tell us more about *how* you're creating the
ticket and triggering the user creation.  You should be aware that RT
always calls CanonicalizeUserInfo on user creation, but
RT-Authen-ExternalAuth should be a no-op in that case, 

-kevin

>    On Thu, Feb 16, 2012 at 9:13 AM, Kevin Falcone <[1]falcone at bestpractical.com> wrote:
> 
>      You also didn't give your RT or RT-Authen-ExternalAuth versions and
>      your line numbers are odd enough that I can tell you're using an older
>      version and I hesitate to suggest more without knowing exactly what's
>      going on.
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From van.howell at lcu.edu  Fri Feb 17 08:50:26 2012
From: van.howell at lcu.edu (Howell, Van)
Date: Fri, 17 Feb 2012 13:50:26 +0000
Subject: [rt-users] SelfService and ticket submission via Mail
In-Reply-To: <20120217023129.GH96259@jibsheet.com>
References: <84E70F84D007E14BBD13A402719AF27C15872D74@SN2PRD0102MB153.prod.exchangelabs.com>
	<CAOtpkaiO8GZmR2cT72Pz31mwRqLQJfw5+8Ss3++vODhDiZ1R7g@mail.gmail.com>,
	<20120217023129.GH96259@jibsheet.com>
Message-ID: <31782DF8-100F-42D2-B516-C4457B7D1DA1@lcu.edu>

I can do that, but another problem occurred to me.
From time to time Students and sometimes Faculty and Staff use email addresses not assigned by the University. 
Will RT setup another account or just ignore the message? Can I setup a response that will tell them to use their University account?

Van Howell
System Administrator
Lubbock Christian University

Sent from my iPad

On Feb 16, 2012, at 8:31 PM, "Kevin Falcone" <falcone at bestpractical.com> wrote:

> On Thu, Feb 16, 2012 at 05:08:27PM -0800, Kenneth Crocker wrote:
>>   I would recommend making them all privileged so you cab put them in groups (like staff,
>>   students, etc.) with similar access needs.
> 
> Kenn - this ignores one of the most useful features of RT for
> non-technical users - the SelfService interface where all they see are
> their tickets in a greatly simplified interface.  
> 
> Van - I assume you mean your LDAP RTUsers group?
> You'll either need to remove the RTUsers group restriction on
> RT-Authen-ExternalAuth or add users to it.
> 
> -kevin
> 
>>   On Thu, Feb 16, 2012 at 3:23 PM, Howell, Van <[1]van.howell at lcu.edu> wrote:
>> 
>>     I am using LDAP authentication.
>> 
>>     I have about 2000 users in Faculty, Staff, Student and Distance Ed groups.
>> 
>>     I want them to be able to submit tickets via email and check progress using self service.
>> 
>>     Do they each have to be a member of my RTUsers group to do this?
> <ATT00001>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

From tmonfiletto at northeast-security.com  Fri Feb 17 09:06:58 2012
From: tmonfiletto at northeast-security.com (Anthony24x)
Date: Fri, 17 Feb 2012 06:06:58 -0800 (PST)
Subject: [rt-users]  Privileged users and ticket creation
Message-ID: <33342865.post@talk.nabble.com>

Do privileged users have the ability to post into any queue regardless of
their specific permissions?

I'm asking because I have an employee that has the check box "Let this user
be granted rights (Privileged)"
Checked but does NOT have the right either thru user or group rights to
"Create tickets" but she can still
choose whatever queue she wants from the drop down... is there anyway to
prevent this?
-- 
View this message in context: http://old.nabble.com/Privileged-users-and-ticket-creation-tp33342865p33342865.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

From csoula at hach-lange.com  Fri Feb 17 09:19:18 2012
From: csoula at hach-lange.com (Soula, Christophe)
Date: Fri, 17 Feb 2012 14:19:18 +0000
Subject: [rt-users] SLA reporting
Message-ID: <3006E03C40546E4691B39D27A01A16D09BA13295@DHREUSVXM03.danaher.org>

Hi,

We are using RT4.02 for our IT service Center with SLA module defining start and due date (Response time and resolution time as defined in RT_Siteconfig.pm).
My concern right now is to find a way to report Performance against the SLA at two level:

-          Response time

-          Resolution time

The idea we have is to use rt-crontool to store into CF Request already late in regards of response time and also in regards of resolution time

For response time the query could be something like : Status = 'new' AND TimeLeft > 0
For resolution time the query could be something like : TimeLeft > 0 AND (  Status = 'open' OR Status = 'stalled' )

Now the idea is to set a specific hidden CF called LateResponse and LateResolution with value 0 or 1 to keep a track of late response or late resolution
The solution to update the CF could be to use then bin/rt/ command line.

And finally query directly the MySQL DB to get our report.

Is there any other idea to create this report from your point of view

thanks

Please be advised that this email may contain confidential 
information.  If you are not the intended recipient, please notify us 
by email by replying to the sender and delete this message.  The 
sender disclaims that the content of this email constitutes an offer 
to enter into, or the acceptance of, any agreement; provided that the 
foregoing does not invalidate the binding effect of any digital or 
other electronic reproduction of a manual signature that is included 
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From tmonfiletto at northeast-security.com  Fri Feb 17 09:19:55 2012
From: tmonfiletto at northeast-security.com (Anthony24x)
Date: Fri, 17 Feb 2012 06:19:55 -0800 (PST)
Subject: [rt-users] Privileged users and ticket creation
In-Reply-To: <33342865.post@talk.nabble.com>
References: <33342865.post@talk.nabble.com>
Message-ID: <33342936.post@talk.nabble.com>

I also wanted to add my RT version RT 4.0.1

Anthony24x wrote:
> 
> Do privileged users have the ability to post into any queue regardless of
> their specific permissions?
> 
> I'm asking because I have an employee that has the check box "Let this
> user be granted rights (Privileged)"
> Checked but does NOT have the right either thru user or group rights to
> "Create tickets" but she can still
> choose whatever queue she wants from the drop down... is there anyway to
> prevent this?
> 
-- 
View this message in context: http://old.nabble.com/Privileged-users-and-ticket-creation-tp33342865p33342936.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

From falcone at bestpractical.com  Fri Feb 17 10:02:32 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 17 Feb 2012 10:02:32 -0500
Subject: [rt-users] Privileged users and ticket creation
In-Reply-To: <33342865.post@talk.nabble.com>
References: <33342865.post@talk.nabble.com>
Message-ID: <20120217150232.GJ96259@jibsheet.com>

On Fri, Feb 17, 2012 at 06:06:58AM -0800, Anthony24x wrote:
> 
> Do privileged users have the ability to post into any queue regardless of
> their specific permissions?

No.

> I'm asking because I have an employee that has the check box "Let this user
> be granted rights (Privileged)"
> Checked but does NOT have the right either thru user or group rights to
> "Create tickets" but she can still
> choose whatever queue she wants from the drop down... is there anyway to
> prevent this?

Remove some of your global SeeQueue and CreateTicket rights.

It's likely you gave Everyone CreateTicket Globally and you may need
to push that down into certain queues (or just give Unprivileged that
rights).  It depends on how you're running your RT queues.

-kevin
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From falcone at bestpractical.com  Fri Feb 17 10:04:17 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 17 Feb 2012 10:04:17 -0500
Subject: [rt-users] SelfService and ticket submission via Mail
In-Reply-To: <31782DF8-100F-42D2-B516-C4457B7D1DA1@lcu.edu>
References: <84E70F84D007E14BBD13A402719AF27C15872D74@SN2PRD0102MB153.prod.exchangelabs.com>
	<CAOtpkaiO8GZmR2cT72Pz31mwRqLQJfw5+8Ss3++vODhDiZ1R7g@mail.gmail.com>
	<20120217023129.GH96259@jibsheet.com>
	<31782DF8-100F-42D2-B516-C4457B7D1DA1@lcu.edu>
Message-ID: <20120217150417.GK96259@jibsheet.com>

On Fri, Feb 17, 2012 at 01:50:26PM +0000, Howell, Van wrote:
> I can do that, but another problem occurred to me.
> From time to time Students and sometimes Faculty and Staff use email addresses not assigned by the University. 
> Will RT setup another account or just ignore the message? Can I setup a response that will tell them to use their University account?

Yes, RT will create a new account by default. There are a few options.
You can configure RT-Authen-ExternalAuth to disallow mail from email
addresses that aren't in LDAP. Or you can use the MergeUsers extension
to go in and merge people together after the fact.

If all their addresses are in LDAP, there's a branch of
RT-Authen-ExternalAuth you could test.

-kevin

> On Feb 16, 2012, at 8:31 PM, "Kevin Falcone" <falcone at bestpractical.com> wrote:
> 
> > On Thu, Feb 16, 2012 at 05:08:27PM -0800, Kenneth Crocker wrote:
> >>   I would recommend making them all privileged so you cab put them in groups (like staff,
> >>   students, etc.) with similar access needs.
> > 
> > Kenn - this ignores one of the most useful features of RT for
> > non-technical users - the SelfService interface where all they see are
> > their tickets in a greatly simplified interface.  
> > 
> > Van - I assume you mean your LDAP RTUsers group?
> > You'll either need to remove the RTUsers group restriction on
> > RT-Authen-ExternalAuth or add users to it.
> > 
> > -kevin
> > 
> >>   On Thu, Feb 16, 2012 at 3:23 PM, Howell, Van <[1]van.howell at lcu.edu> wrote:
> >> 
> >>     I am using LDAP authentication.
> >> 
> >>     I have about 2000 users in Faculty, Staff, Student and Distance Ed groups.
> >> 
> >>     I want them to be able to submit tickets via email and check progress using self service.
> >> 
> >>     Do they each have to be a member of my RTUsers group to do this?
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From ruz at bestpractical.com  Fri Feb 17 10:48:08 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 17 Feb 2012 19:48:08 +0400
Subject: [rt-users] SLA reporting
In-Reply-To: <3006E03C40546E4691B39D27A01A16D09BA13295@DHREUSVXM03.danaher.org>
References: <3006E03C40546E4691B39D27A01A16D09BA13295@DHREUSVXM03.danaher.org>
Message-ID: <CAMOxC8vu895MMzodFD5LSZpm2DmFd1FFG4Z_UMzNsyVCnXOyWw@mail.gmail.com>

Hi,

There is a custom branch in the repository that makes a stab at
calculating whether people met deadlines or not. It's not complete,
but it's a good start. This code walks history of a ticket and
calculates whether configured deadlines were met or not.

Your idea with crontool is bad.

It's better to use scrips with on correspond and on resolve
conditions. With this solution you get accurate statistics, but you
get it late to react.

On Fri, Feb 17, 2012 at 18:19, Soula, Christophe <csoula at hach-lange.com> wrote:
> Hi,
>
>
>
> We are using RT4.02 for our IT service Center with SLA module defining start
> and due date (Response time and resolution time as defined in
> RT_Siteconfig.pm).
>
> My concern right now is to find a way to report Performance against the SLA
> at two level:
>
> -????????? Response time
>
> -????????? Resolution time
>
>
>
> The idea we have is to use rt-crontool to store into CF Request already late
> in regards of response time and also in regards of resolution time
>
>
>
> For response time the query could be something like : Status = 'new' AND
> TimeLeft > 0
>
> For resolution time the query could be something like : TimeLeft > 0 AND (
> Status = 'open' OR Status = 'stalled' )
>
>
>
> Now the idea is to set a specific hidden CF called LateResponse and
> LateResolution with value 0 or 1 to keep a track of late response or late
> resolution
>
> The solution to update the CF could be to use then bin/rt/ command line.
>
>
>
> And finally query directly the MySQL DB to get our report.
>
>
>
> Is there any other idea to create this report from your point of view
>
>
>
> thanks
>
>
> Please be advised that this email may contain confidential information. If
> you are not the intended recipient, please notify us by email by replying to
> the sender and delete this message. The sender disclaims that the content of
> this email constitutes an offer to enter into, or the acceptance of, any
> agreement; provided that the foregoing does not invalidate the binding
> effect of any digital or other electronic reproduction of a manual signature
> that is included in any attachment.
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

-- 
Best regards, Ruslan.

From jkikpole at cairodurham.org  Fri Feb 17 14:01:52 2012
From: jkikpole at cairodurham.org (Jaime Kikpole)
Date: Fri, 17 Feb 2012 14:01:52 -0500
Subject: [rt-users] Upgrading from 3.4.5
Message-ID: <CA+sg5RRoK-yxEb0DvSBshEFEMwfH7qTM55LtN0f-mzm4BO-T-A@mail.gmail.com>

I'm currently using RT 3.4.5.  I'd like to upgrade it.  I was
wondering if I should just go straight to 4.0.x or go to 3.6, then
3.8, and then to 4.0.  What would you suggest?

Thanks,
Jaime

-- 
Network Administrator
Cairo-Durham Central School District
http://cns.cairodurham.org

From trs at bestpractical.com  Fri Feb 17 14:06:41 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 17 Feb 2012 14:06:41 -0500
Subject: [rt-users] Upgrading from 3.4.5
In-Reply-To: <CA+sg5RRoK-yxEb0DvSBshEFEMwfH7qTM55LtN0f-mzm4BO-T-A@mail.gmail.com>
References: <CA+sg5RRoK-yxEb0DvSBshEFEMwfH7qTM55LtN0f-mzm4BO-T-A@mail.gmail.com>
Message-ID: <4F3EA541.2000403@bestpractical.com>

On 02/17/2012 02:01 PM, Jaime Kikpole wrote:
> I'm currently using RT 3.4.5.  I'd like to upgrade it.  I was
> wondering if I should just go straight to 4.0.x or go to 3.6, then
> 3.8, and then to 4.0.  What would you suggest?

Going straight to 4.0.x is fine.  There are a number of important
database upgrade steps you need to do, so read all of the README and
docs/UPGRADING-3.4, docs/UPGRADING-3.6, docs/UPGRADING-3.8,
docs/UPGRADING-4.0 and docs/UPGRADING.mysql if it applies to you.

Thomas

From jkikpole at cairodurham.org  Fri Feb 17 14:15:39 2012
From: jkikpole at cairodurham.org (Jaime Kikpole)
Date: Fri, 17 Feb 2012 14:15:39 -0500
Subject: [rt-users] Upgrading from 3.4.5
In-Reply-To: <4F3EA541.2000403@bestpractical.com>
References: <CA+sg5RRoK-yxEb0DvSBshEFEMwfH7qTM55LtN0f-mzm4BO-T-A@mail.gmail.com>
	<4F3EA541.2000403@bestpractical.com>
Message-ID: <CA+sg5RTT7aOZizJtz6fCKZJbJeNYnRo7VqJsanar+X_+xfeY-Q@mail.gmail.com>

On Fri, Feb 17, 2012 at 2:06 PM, Thomas Sibley <trs at bestpractical.com> wrote:
> Going straight to 4.0.x is fine. ?There are a number of important
> database upgrade steps you need to do, so read all of the README and
> docs/UPGRADING-3.4, docs/UPGRADING-3.6, docs/UPGRADING-3.8,
> docs/UPGRADING-4.0 and docs/UPGRADING.mysql if it applies to you.

Thanks!  As it happens, I did notice those files.  I went looking for
"readmes" before bothering the list.  :)  Reading the files made me
wonder if I should do this incrementally, though.

Thanks, Thomas, for the quick and thorough answer.  This is going to
save me a lot of time.

Jaime

-- 
Network Administrator
Cairo-Durham Central School District
http://cns.cairodurham.org

From trs at bestpractical.com  Fri Feb 17 16:22:51 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 17 Feb 2012 16:22:51 -0500
Subject: [rt-users] Upgrading from 3.4.5
In-Reply-To: <CA+sg5RTT7aOZizJtz6fCKZJbJeNYnRo7VqJsanar+X_+xfeY-Q@mail.gmail.com>
References: <CA+sg5RRoK-yxEb0DvSBshEFEMwfH7qTM55LtN0f-mzm4BO-T-A@mail.gmail.com>
	<4F3EA541.2000403@bestpractical.com>
	<CA+sg5RTT7aOZizJtz6fCKZJbJeNYnRo7VqJsanar+X_+xfeY-Q@mail.gmail.com>
Message-ID: <4F3EC52B.2020606@bestpractical.com>

On 02/17/2012 02:15 PM, Jaime Kikpole wrote:
> On Fri, Feb 17, 2012 at 2:06 PM, Thomas Sibley <trs at bestpractical.com> wrote:
>> Going straight to 4.0.x is fine.  There are a number of important
>> database upgrade steps you need to do, so read all of the README and
>> docs/UPGRADING-3.4, docs/UPGRADING-3.6, docs/UPGRADING-3.8,
>> docs/UPGRADING-4.0 and docs/UPGRADING.mysql if it applies to you.
> 
> Thanks!  As it happens, I did notice those files.  I went looking for
> "readmes" before bothering the list.  :)  Reading the files made me
> wonder if I should do this incrementally, though.
> 
> Thanks, Thomas, for the quick and thorough answer.  This is going to
> save me a lot of time.

No problem.  Glad to hear you're upgrading. :)  You may also be
interested in
http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html which also
summarizes the things you should be aware of during an upgrade.

Thomas

From jkikpole at cairodurham.org  Fri Feb 17 16:58:31 2012
From: jkikpole at cairodurham.org (Jaime Kikpole)
Date: Fri, 17 Feb 2012 16:58:31 -0500
Subject: [rt-users] Upgrading from 3.4.5
In-Reply-To: <4F3EC52B.2020606@bestpractical.com>
References: <CA+sg5RRoK-yxEb0DvSBshEFEMwfH7qTM55LtN0f-mzm4BO-T-A@mail.gmail.com>
	<4F3EA541.2000403@bestpractical.com>
	<CA+sg5RTT7aOZizJtz6fCKZJbJeNYnRo7VqJsanar+X_+xfeY-Q@mail.gmail.com>
	<4F3EC52B.2020606@bestpractical.com>
Message-ID: <CA+sg5RTSkJdE4_yJ0Drx61cEpbLCsT_v5PJuKk6hNm0KTVA1eA@mail.gmail.com>

On Fri, Feb 17, 2012 at 4:22 PM, Thomas Sibley <trs at bestpractical.com> wrote:
> No problem. ?Glad to hear you're upgrading. :) ?You may also be
> interested in
> http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html which also
> summarizes the things you should be aware of during an upgrade.

Thanks.  I was assuming I should "mysqldump > backup.sql" just to be
safe.  I don't run it in a VM (I've used RT since before VMs were
fashionable), though.

Any thoughts on the mysqldump idea?

Thanks,
Jaime

-- 
Network Administrator
Cairo-Durham Central School District
http://cns.cairodurham.org

From trs at bestpractical.com  Fri Feb 17 17:30:32 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 17 Feb 2012 17:30:32 -0500
Subject: [rt-users] Upgrading from 3.4.5
In-Reply-To: <CA+sg5RTSkJdE4_yJ0Drx61cEpbLCsT_v5PJuKk6hNm0KTVA1eA@mail.gmail.com>
References: <CA+sg5RRoK-yxEb0DvSBshEFEMwfH7qTM55LtN0f-mzm4BO-T-A@mail.gmail.com>
	<4F3EA541.2000403@bestpractical.com>
	<CA+sg5RTT7aOZizJtz6fCKZJbJeNYnRo7VqJsanar+X_+xfeY-Q@mail.gmail.com>
	<4F3EC52B.2020606@bestpractical.com>
	<CA+sg5RTSkJdE4_yJ0Drx61cEpbLCsT_v5PJuKk6hNm0KTVA1eA@mail.gmail.com>
Message-ID: <4F3ED508.507@bestpractical.com>

On 02/17/2012 04:58 PM, Jaime Kikpole wrote:
> Thanks.  I was assuming I should "mysqldump > backup.sql" just to be
> safe.  I don't run it in a VM (I've used RT since before VMs were
> fashionable), though.
> 
> Any thoughts on the mysqldump idea?

Yep, all of our documentation tells you to take backups.  For backing up
a 3.4.5 database, you'll want to use the --default-character-set=binary
option.  See also UPGRADING.mysql.

T.

From jasonm at kelman.com  Fri Feb 17 18:06:05 2012
From: jasonm at kelman.com (Jason Marshall)
Date: Fri, 17 Feb 2012 16:06:05 -0700 (MST)
Subject: [rt-users] Searching on Custom Fields
Message-ID: <Pine.LNX.4.64.1202171600520.29633@wildcat.kelman.com>

Hi all, I looked through the archives as best I could and didn't see 
anything specifically about this issue.

RT 3.8.8

I've got a queue with 2 custom fields associated with it (they're not 
global custom fields).

Click on Tickets, then New Search.

Select the queue, and hit Add These Terms, and one of the two custom 
fields shows up in the Add Criteria section, but not both.

Smells like a bug.  Anyone know if this works right in a later 3.x 
release?  Or is this happening only to me?

Thanks in advance!

---
Jason Marshall
IT Manager
Kelman Data Management

From Jim.Tambling at datatote.co.uk  Sun Feb 19 09:21:51 2012
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Sun, 19 Feb 2012 14:21:51 -0000
Subject: [rt-users] No transaction content
Message-ID: <EDB8BFBCDD207B4494EEF8BBBB05AA6E02306B@mail.sys.internal>

Despite having {$Transaction->Content()} on the Resolved template,
whenever I resolve a ticket the requestor gets an email with the blurb
that is in the template, but instead of a summary of the last comment on
the ticket, it displays: This transaction appears to have no content.

Any ideas?

Regards, Jim

From wac at yellowhippy.com  Sun Feb 19 12:33:44 2012
From: wac at yellowhippy.com (wac at yellowhippy.com)
Date: Sun, 19 Feb 2012 18:33:44 +0100
Subject: [rt-users] RT integration into Liferay-Portal
Message-ID: <20120219183344.93546s4vl0ya8s54@webmail.yellowhippy.com>

Hello everyone,

I would like to integrate RT into our Liferay-Portal. Has anyone done  
something similar? Where would be a good point to start?

Thanks in advance,
Chris

From kenn.crocker at gmail.com  Sun Feb 19 13:54:47 2012
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Sun, 19 Feb 2012 10:54:47 -0800
Subject: [rt-users] No transaction content
In-Reply-To: <EDB8BFBCDD207B4494EEF8BBBB05AA6E02306B@mail.sys.internal>
References: <EDB8BFBCDD207B4494EEF8BBBB05AA6E02306B@mail.sys.internal>
Message-ID: <CAOtpkaibdDdsQ=mRv9Gw59-LYr9ToG7ZngJhFqKpcr3DKKNC4Q@mail.gmail.com>

Jim,

I could be wrong on this, but I believe the default for comments on resolve
is that the comment is not carried over.

I have a resolve template that I use that copies the last comment made
(presumably during the resolve process) and includes it in the template
sent out in email.

There should be an example available in the wiki. If not, let me know and
I'll send it to you.

Kenn

On Sun, Feb 19, 2012 at 6:21 AM, Jim Tambling
<Jim.Tambling at datatote.co.uk>wrote:

> Despite having {$Transaction->Content()} on the Resolved template,
> whenever I resolve a ticket the requestor gets an email with the blurb
> that is in the template, but instead of a summary of the last comment on
> the ticket, it displays: This transaction appears to have no content.
>
> Any ideas?
>
> Regards, Jim
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
>
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From bart at pleh.info  Mon Feb 20 03:17:41 2012
From: bart at pleh.info (Bart)
Date: Mon, 20 Feb 2012 09:17:41 +0100
Subject: [rt-users] Weird panic error
In-Reply-To: <20120216172104.GG96259@jibsheet.com>
References: <CAB2d3ra8BuSbeUH4+jBUnXMPGOF=t3dt-+gZpMVMvv=ntUS9_g@mail.gmail.com>
	<20120216161010.GD96259@jibsheet.com>
	<4F3D373C.3090406@eve-team.com>
	<20120216172104.GG96259@jibsheet.com>
Message-ID: <CAB2d3rZcpEex0BZ0=2Zz7UexcMDYbvAVs1JFjhHJJp1QzS-Pkw@mail.gmail.com>

Hi everyone,

Thanks for all the replies!

I'll have a look at the perl stuff and see if something can receive an
update, but removing the HTML::Quoted packet doesn't seem right when
functionality is lost. Also, debuggin in production is rather hard since
the problem is pretty hard to predict (as I mentioned, I can't reproduce
it).

The problem only shows up every now and then, usually we empty the RT
caches and restart Apache after which the problem stays away for a few days
again. So it isn't a huge issue, just an annoying one when it occurs.

One thing that doesn't seem right are the errors relating to the database,
I think I'll take a closer look into that since that shouldn't happen at
all. The database is hosted on another server, but this is all on ethernet
distance (low latency). But, there might be an issue with the database
configuration or it might need more tweaking. Compared to the testing
environment this is the factor that's different, in the testing environment
the database is hosted on the same machine as RT.

Thanks for all the input so far, I believe that I can get allot further now
in solving this problem :)

-- Bart

Op 16 februari 2012 18:21 schreef Kevin Falcone
<falcone at bestpractical.com>het volgende:

> On Thu, Feb 16, 2012 at 06:05:00PM +0100, Gerard FENELON wrote:
> > Sorry Slightly off-topic
> >
> > On 2012-02-16 17:10, Kevin Falcone wrote:
> > >[...]
> > >>      Apache2::RequestIO::rflush: (103) Software caused connection
> abort at
> > >>      /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 153,
> referer: [2]https://rt......
> > >Traditionally this is "someone hit the stop button".
> >
> > Honestly I have doubts on that traditional wisdom.
> > For example, I have 102 occurences of that error between
> > Mon Feb 13 07:37:12 2012 and Thu Feb 16 17:01:44 2012
> > 102 people hitting the stop button in 3,5 days ?!?
>
> Gerard - see Thomas' response about mobile connections.  My main point
> is that this error is not likely to be the problem he is seeking.
> Unfortunately, it's a mod_perl level error with no useful way to
> debug, and it's been that way since the mod_perl1 days.
>
> -kevin
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012
>
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From david at whitestores.co.uk  Mon Feb 20 08:04:20 2012
From: david at whitestores.co.uk (David Thorpe)
Date: Mon, 20 Feb 2012 13:04:20 +0000
Subject: [rt-users] Adding Queue Custom Field To Email From Field
Message-ID: <CAK49D98ds9qW_RQHYh1w4HukeE5mC40_koOxr6s5itw8L52Trw@mail.gmail.com>

Hi Guys,

Installed the latest production build of RT last week. Absolutely loving it
and it has increased productivity massively. In the queue settings, we use
the description field to describe the list in about a paragraph so that we
can list all queues and their use on our intranet. It appears that when
emails are sent out to people creating tickets, the FROM field contains
this description, we end up with a  long string of text that makes it hard
to understand who the email is from.

My question is, I want to add a custom field into each Queue which isn't a
problem, this is done and is called my "Email From" field. I want this
field to appear as the From Field in emails to people when they submit a
ticket. But I want the current from ADDRESS to stay automatic as it does.
Am I missing something, is this simple to do?
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From boli at itss.co.tz  Mon Feb 20 09:33:35 2012
From: boli at itss.co.tz (Boli)
Date: Mon, 20 Feb 2012 17:33:35 +0300
Subject: [rt-users] Multiple RT instances and Undeliverable or Bounced mail
Message-ID: <4F4259BF.4050300@itss.co.tz>

Hi All,

Can anyone offer any insight into how to deal with multiple RT
instances, such that bounce messages get picked up by the correct RT
instance?

Currently I have 2 RT instances, but bounces from either instance are
almost always sent back to the user of the apache process
(www-data at my.host.here) and not to one of the addresses that RT would
pick up on.

Is there something I am missing with regard to correctly setting the
from or reply-to address?

Thanks for any assistance

-- 
Jon 'Boli' Copeland
Network Engineer
IT Sales & Services Ltd
boli at itss.co.tz
+255 (0) 685 374780

From Jim.Tambling at datatote.co.uk  Mon Feb 20 13:54:55 2012
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Mon, 20 Feb 2012 18:54:55 -0000
Subject: [rt-users] No transaction content
References: <EDB8BFBCDD207B4494EEF8BBBB05AA6E02306B@mail.sys.internal>
	<CAOtpkaibdDdsQ=mRv9Gw59-LYr9ToG7ZngJhFqKpcr3DKKNC4Q@mail.gmail.com>
Message-ID: <EDB8BFBCDD207B4494EEF8BBBB05AA6E023070@mail.sys.internal>

Hi Kenn,

I have looked on the wiki and can only find a patch (ResolveSendsReply)
Is this what you are referring to? If it's not, I would appreciate your
offer to send me your template.

Regards, Jim

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: 19 February 2012 18:55
To: RT User List
Subject: Re: [rt-users] No transaction content

Jim,

I could be wrong on this, but I believe the default for comments on
resolve is that the comment is not carried over.

I have a resolve template that I use that copies the last comment made
(presumably during the resolve process) and includes it in the template
sent out in email.

There should be an example available in the wiki. If not, let me know
and I'll send it to you.

Kenn

On Sun, Feb 19, 2012 at 6:21 AM, Jim Tambling
<Jim.Tambling at datatote.co.uk> wrote:

Despite having {$Transaction->Content()} on the Resolved template,
whenever I resolve a ticket the requestor gets an email with the blurb
that is in the template, but instead of a summary of the last comment on
the ticket, it displays: This transaction appears to have no content.

Any ideas?

Regards, Jim
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

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From jblaine at kickflop.net  Mon Feb 20 14:18:45 2012
From: jblaine at kickflop.net (Jeff Blaine)
Date: Mon, 20 Feb 2012 14:18:45 -0500
Subject: [rt-users] Running 3.8.11 and 4.0.5 on the same box?
Message-ID: <4F429C95.4050409@kickflop.net>

We want to install 4.0.5 alongside our working 3.8.11
setup, and keep 3.8.11 working while some folks check
out 4.0.5.

Does anyone know if the deps for 4.0.5 will screw up
a running 3.8.10 instance?

From Jim.Tambling at datatote.co.uk  Mon Feb 20 14:31:50 2012
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Mon, 20 Feb 2012 19:31:50 -0000
Subject: [rt-users] No transaction content
References: <EDB8BFBCDD207B4494EEF8BBBB05AA6E02306B@mail.sys.internal><CAOtpkaibdDdsQ=mRv9Gw59-LYr9ToG7ZngJhFqKpcr3DKKNC4Q@mail.gmail.com><EDB8BFBCDD207B4494EEF8BBBB05AA6E023070@mail.sys.internal>
	<CAOtpkagb+mnMrL2MAmSw6VZ64T_RZQZEh0F5SVrPYHjRPM5Low@mail.gmail.com>
Message-ID: <EDB8BFBCDD207B4494EEF8BBBB05AA6E023071@mail.sys.internal>

Hi Kenn,

My better half always tells me to never assume, it makes an ass of you
and me J. But in this case you are right on the money. That is exactly
what I was looking for.

Many thanks, Jim

From: Kenneth Crocker [mailto:kenn.crocker at gmail.com] 
Sent: 20 February 2012 19:15
To: Jim Tambling
Subject: Re: [rt-users] No transaction content

Jim,

I'm assuming (yea, we all know how THAT'S spelled) that you are
referring to the comments made in the box when resolving a ticket. If my
assumption is correct, then those comments can be made available to a
template. Of course, you have to have a scrip to send that template on
the resolve condition. Here it is:

Subject: Request Titled: "{$Ticket->Subject}" has been Resolved

------------------------------------------------------------------------
-----
TICKET INFORMATION:
Queue  : {$Ticket->QueueObj->Name}
Number : {$Ticket->id}
Subject: {$Ticket->Subject}
Priority : {$Ticket->Priority}
Requestor: {$Ticket->Requestors->UserMembersObj->First->Name}
Created  by: {$Ticket->CreatorObj->Name}
Created  on: {substr($Ticket->Created, 0, 10)}
Owned    by: {$Ticket->OwnerObj->Name}
------------------------------------------------------------------------
-----
Description of Issue:
{$Ticket->Transactions->First->Content}

------------------------------------------------------------------------
-----
Resolution comment:
{
 my $Resolution_Comment;
 my $Transactions;
 my $CommentObj;

 $Transactions = $Ticket->Transactions;
 $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
 $Transactions->OrderByCols(
     { FIELD => 'Created',  ORDER => 'DESC' },
     { FIELD => 'id',     ORDER => 'DESC' },
     );

 $CommentObj = $Transactions->First;

 if  ($CommentObj && $CommentObj->id)
     {
      $Resolution_Comment = $CommentObj->Content;
     }
 else
     {
      $Resolution_Comment = "No comment."
     }

 return $Resolution_Comment;
} 
------------------------------------------------------------------------
-----
To view this ticket, click the URL below:

   {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

                        Thank you,
                        {$Ticket->QueueObj->CorrespondAddress()} 

Now, you will also notice the code in there that grabs the "FIRST"
transaction content. That particular code can be modified in and of
itself to grab other types of transaction content if you know how to
navigate it.

Anyway, like I said, if my assumption is correct, this template will
give you the content entered in comments when resolving the ticket.

Hope this helps.

Kenn

On Mon, Feb 20, 2012 at 10:54 AM, Jim Tambling
<Jim.Tambling at datatote.co.uk> wrote:

Hi Kenn,

I have looked on the wiki and can only find a patch (ResolveSendsReply)
Is this what you are referring to? If it's not, I would appreciate your
offer to send me your template.

Regards, Jim

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: 19 February 2012 18:55
To: RT User List
Subject: Re: [rt-users] No transaction content

Jim,

I could be wrong on this, but I believe the default for comments on
resolve is that the comment is not carried over.

I have a resolve template that I use that copies the last comment made
(presumably during the resolve process) and includes it in the template
sent out in email.

There should be an example available in the wiki. If not, let me know
and I'll send it to you.

Kenn

On Sun, Feb 19, 2012 at 6:21 AM, Jim Tambling
<Jim.Tambling at datatote.co.uk> wrote:

Despite having {$Transaction->Content()} on the Resolved template,
whenever I resolve a ticket the requestor gets an email with the blurb
that is in the template, but instead of a summary of the last comment on
the ticket, it displays: This transaction appears to have no content.

Any ideas?

Regards, Jim
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston - March 5 & 6, 2012

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From mnagel at willingminds.com  Mon Feb 20 15:15:25 2012
From: mnagel at willingminds.com (Mark D. Nagel)
Date: Mon, 20 Feb 2012 12:15:25 -0800
Subject: [rt-users] Running 3.8.11 and 4.0.5 on the same box?
In-Reply-To: <4F429C95.4050409@kickflop.net>
References: <4F429C95.4050409@kickflop.net>
Message-ID: <4F42A9DD.90106@willingminds.com>

On 2/20/2012 11:18 AM, Jeff Blaine wrote:
> We want to install 4.0.5 alongside our working 3.8.11
> setup, and keep 3.8.11 working while some folks check
> out 4.0.5.
>
> Does anyone know if the deps for 4.0.5 will screw up
> a running 3.8.10 instance?

I always build a dedicated Perl for each instance frontended by fcgid,
so this is never a problem.  Just did exactly this for our rt4 upgrade
-- had it in parallel with 3.8.x for quite some time before we pulled
the trigger.  Disk is cheap :).

Mark

-- 
Mark D. Nagel, CCIE #3177 <mnagel at willingminds.com>
Principal Consultant, Willing Minds LLC (http://www.willingminds.com)
cell: 949-279-5817, desk: 714-495-4001, fax: 714-646-8277

** For faster support response time, please
** email support at willingminds.com or call 714-495-4000

From ruz at bestpractical.com  Tue Feb 21 07:02:56 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 21 Feb 2012 16:02:56 +0400
Subject: [rt-users] Running 3.8.11 and 4.0.5 on the same box?
In-Reply-To: <4F429C95.4050409@kickflop.net>
References: <4F429C95.4050409@kickflop.net>
Message-ID: <CAMOxC8uTjXvmusMXyDJJM3__AL3dusnGZdtASjUj372poGX0nQ@mail.gmail.com>

On Mon, Feb 20, 2012 at 23:18, Jeff Blaine <jblaine at kickflop.net> wrote:
> We want to install 4.0.5 alongside our working 3.8.11
> setup, and keep 3.8.11 working while some folks check
> out 4.0.5.

Depends on how 3.8.10 is installed. If instance is separated from perl
@INC then it's easier.

> Does anyone know if the deps for 4.0.5 will screw up
> a running 3.8.10 instance?

Shouldn't, but it's possible and happened before with older versions.

> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From ruz at bestpractical.com  Tue Feb 21 07:04:11 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 21 Feb 2012 16:04:11 +0400
Subject: [rt-users] No transaction content
In-Reply-To: <EDB8BFBCDD207B4494EEF8BBBB05AA6E02306B@mail.sys.internal>
References: <EDB8BFBCDD207B4494EEF8BBBB05AA6E02306B@mail.sys.internal>
Message-ID: <CAMOxC8u09Ty62_gumPDv8XtaWET59d6RU6TcCHcBmWfc3sREPg@mail.gmail.com>

On Sun, Feb 19, 2012 at 18:21, Jim Tambling <Jim.Tambling at datatote.co.uk> wrote:
> Despite having {$Transaction->Content()} on the Resolved template,
> whenever I resolve a ticket the requestor gets an email with the blurb
> that is in the template, but instead of a summary of the last comment on
> the ticket, it displays: This transaction appears to have no content.
>
> Any ideas?

http://requesttracker.wikia.com/wiki/FAQ#Templates

>
> Regards, Jim
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From ruz at bestpractical.com  Tue Feb 21 07:15:36 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 21 Feb 2012 16:15:36 +0400
Subject: [rt-users] Multiple RT instances and Undeliverable or Bounced
	mail
In-Reply-To: <4F4259BF.4050300@itss.co.tz>
References: <4F4259BF.4050300@itss.co.tz>
Message-ID: <CAMOxC8vLQSkwuBkx7VbW1u36CYvYbwzGC5RafUi7p25ZfrAxMg@mail.gmail.com>

Hi,

This address is "Return-Path", controlled with -f argument of your
sendmail program. There are several options in the config to control
this, read about OverrideOutgoingMailFrom, SetOutgoingMailFrom and
SendmailBounceArguments options.

Recently we fixed a bug in how these options cope with each other.

On Mon, Feb 20, 2012 at 18:33, Boli <boli at itss.co.tz> wrote:
> Hi All,
>
> Can anyone offer any insight into how to deal with multiple RT
> instances, such that bounce messages get picked up by the correct RT
> instance?
>
> Currently I have 2 RT instances, but bounces from either instance are
> almost always sent back to the user of the apache process
> (www-data at my.host.here) and not to one of the addresses that RT would
> pick up on.
>
> Is there something I am missing with regard to correctly setting the
> from or reply-to address?
>
> Thanks for any assistance
>
> --
> Jon 'Boli' Copeland
> Network Engineer
> IT Sales & Services Ltd
> boli at itss.co.tz
> +255 (0) 685 374780
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From ruz at bestpractical.com  Tue Feb 21 07:20:53 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 21 Feb 2012 16:20:53 +0400
Subject: [rt-users] Adding Queue Custom Field To Email From Field
In-Reply-To: <CAK49D98ds9qW_RQHYh1w4HukeE5mC40_koOxr6s5itw8L52Trw@mail.gmail.com>
References: <CAK49D98ds9qW_RQHYh1w4HukeE5mC40_koOxr6s5itw8L52Trw@mail.gmail.com>
Message-ID: <CAMOxC8toSP79SnO5CgNEHvjSErHion8JRTvCOc3zd-9nB4OK0g@mail.gmail.com>

On Mon, Feb 20, 2012 at 17:04, David Thorpe <david at whitestores.co.uk> wrote:
> Hi Guys,
>
> Installed the latest production build of RT last week. Absolutely loving it
> and it has increased productivity massively. In the queue settings, we use
> the description field to describe the list in about a paragraph so that we
> can list all queues and their use on our intranet. It appears that when
> emails are sent out to people creating tickets, the FROM field contains this
> description, we end up with a ?long string of text that makes it hard to
> understand who the email is from.
>
> My question is, I want to add a custom field into each Queue which isn't a
> problem, this is done and is called my "Email From" field. I want this field
> to appear as the From Field in emails to people when they submit a ticket.
> But I want the current from ADDRESS to stay automatic as it does. Am I
> missing something, is this simple to do?

I don't see this in the code. RT doesn't put queue's description into
email by default. Have you checked your templates?

>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

-- 
Best regards, Ruslan.

From ruz at bestpractical.com  Tue Feb 21 08:05:36 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 21 Feb 2012 17:05:36 +0400
Subject: [rt-users] Searching on Custom Fields
In-Reply-To: <Pine.LNX.4.64.1202171600520.29633@wildcat.kelman.com>
References: <Pine.LNX.4.64.1202171600520.29633@wildcat.kelman.com>
Message-ID: <CAMOxC8tRJECHhkpd9TaQTWEGz89g8YhjsXcnSCbKY8Wq1-vWsw@mail.gmail.com>

Hi,

A few screenshots would be helpful to better understand situation and
try to reproduce.

On Sat, Feb 18, 2012 at 03:06, Jason Marshall <jasonm at kelman.com> wrote:
> Hi all, I looked through the archives as best I could and didn't see
> anything specifically about this issue.
>
> RT 3.8.8
>
> I've got a queue with 2 custom fields associated with it (they're not global
> custom fields).
>
> Click on Tickets, then New Search.
>
> Select the queue, and hit Add These Terms, and one of the two custom fields
> shows up in the Add Criteria section, but not both.
>
> Smells like a bug. ?Anyone know if this works right in a later 3.x release?
> ?Or is this happening only to me?
>
> Thanks in advance!
>
> ---
> Jason Marshall
> IT Manager
> Kelman Data Management
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From falcone at bestpractical.com  Tue Feb 21 10:31:14 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 21 Feb 2012 10:31:14 -0500
Subject: [rt-users] RT integration into Liferay-Portal
In-Reply-To: <20120219183344.93546s4vl0ya8s54@webmail.yellowhippy.com>
References: <20120219183344.93546s4vl0ya8s54@webmail.yellowhippy.com>
Message-ID: <20120221153114.GL96259@jibsheet.com>

On Sun, Feb 19, 2012 at 06:33:44PM +0100, wac at yellowhippy.com wrote:
> I would like to integrate RT into our Liferay-Portal. Has anyone
> done something similar? Where would be a good point to start?

You'll probably get better answers if you explain what you're hoping
to achieve with your integration.  I'm afraid I'm not familiar with
the product you're using, so I can't offer any pointers to existing
solutions.  If you can list out what you're looking for, list members
can tell you if they've done similar things with their own portals.

-kevin
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From jasonm at kelman.com  Tue Feb 21 10:33:17 2012
From: jasonm at kelman.com (Jason Marshall)
Date: Tue, 21 Feb 2012 08:33:17 -0700 (MST)
Subject: [rt-users] Searching on Custom Fields
In-Reply-To: <CAMOxC8tRJECHhkpd9TaQTWEGz89g8YhjsXcnSCbKY8Wq1-vWsw@mail.gmail.com>
References: <Pine.LNX.4.64.1202171600520.29633@wildcat.kelman.com>
	<CAMOxC8tRJECHhkpd9TaQTWEGz89g8YhjsXcnSCbKY8Wq1-vWsw@mail.gmail.com>
Message-ID: <Pine.LNX.4.64.1202210832520.29633@wildcat.kelman.com>

Can I post those to the list without getting yelled at?

> A few screenshots would be helpful to better understand situation and
> try to reproduce.
>
>
> On Sat, Feb 18, 2012 at 03:06, Jason Marshall <jasonm at kelman.com> wrote:
>> Hi all, I looked through the archives as best I could and didn't see
>> anything specifically about this issue.
>>
>> RT 3.8.8
>>
>> I've got a queue with 2 custom fields associated with it (they're not global
>> custom fields).
>>
>> Click on Tickets, then New Search.
>>
>> Select the queue, and hit Add These Terms, and one of the two custom fields
>> shows up in the Add Criteria section, but not both.
>>
>> Smells like a bug. ?Anyone know if this works right in a later 3.x release?
>> ?Or is this happening only to me?
>>
>> Thanks in advance!
>>
>> ---
>> Jason Marshall
>> IT Manager
>> Kelman Data Management
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston ?March 5 & 6, 2012
>
>
>
> -- 
> Best regards, Ruslan.
>
>

---
Jason Marshall
IT Manager
Kelman Data Management
403.294.7557

From falcone at bestpractical.com  Tue Feb 21 10:40:39 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 21 Feb 2012 10:40:39 -0500
Subject: [rt-users] Adding Queue Custom Field To Email From Field
In-Reply-To: <CAMOxC8toSP79SnO5CgNEHvjSErHion8JRTvCOc3zd-9nB4OK0g@mail.gmail.com>
References: <CAK49D98ds9qW_RQHYh1w4HukeE5mC40_koOxr6s5itw8L52Trw@mail.gmail.com>
	<CAMOxC8toSP79SnO5CgNEHvjSErHion8JRTvCOc3zd-9nB4OK0g@mail.gmail.com>
Message-ID: <20120221154039.GM96259@jibsheet.com>

On Tue, Feb 21, 2012 at 04:20:53PM +0400, Ruslan Zakirov wrote:
> On Mon, Feb 20, 2012 at 17:04, David Thorpe <david at whitestores.co.uk> wrote:
> > Hi Guys,
> >
> > Installed the latest production build of RT last week. Absolutely loving it
> > and it has increased productivity massively. In the queue settings, we use
> > the description field to describe the list in about a paragraph so that we
> > can list all queues and their use on our intranet. It appears that when
> > emails are sent out to people creating tickets, the FROM field contains this
> > description, we end up with a ?long string of text that makes it hard to
> > understand who the email is from.
> >
> > My question is, I want to add a custom field into each Queue which isn't a
> > problem, this is done and is called my "Email From" field. I want this field
> > to appear as the From Field in emails to people when they submit a ticket.
> > But I want the current from ADDRESS to stay automatic as it does. Am I
> > missing something, is this simple to do?
> 
> I don't see this in the code. RT doesn't put queue's description into
> email by default. Have you checked your templates?

Autoreply uses the Queue's Description (normal Correspond/Comment uses
the user's FriendlyName).

I'd actually love to see a refactoring of Autoreply.pm to call
Queue->FriendlyName like Notify calls User->FriendlyName which would
make this an easier override.

As to the original question, David, you'll need to tweak the Template
to say From: { $self->TicketObj->QueueObj->FirstCustomFieldValue() } {
code that checks the Queue's Correspond and Comment address and falls
back to the globally defined ones).

What are you using the Description for?  You might find it easier to
just switch that to be the name you want going out in emails.  The
only other place it should be used is in Self Service when picking a
Queue to create at ticket in.

-kevin
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From falcone at bestpractical.com  Tue Feb 21 10:41:39 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 21 Feb 2012 10:41:39 -0500
Subject: [rt-users] Searching on Custom Fields
In-Reply-To: <Pine.LNX.4.64.1202210832520.29633@wildcat.kelman.com>
References: <Pine.LNX.4.64.1202171600520.29633@wildcat.kelman.com>
	<CAMOxC8tRJECHhkpd9TaQTWEGz89g8YhjsXcnSCbKY8Wq1-vWsw@mail.gmail.com>
	<Pine.LNX.4.64.1202210832520.29633@wildcat.kelman.com>
Message-ID: <20120221154139.GN96259@jibsheet.com>

On Tue, Feb 21, 2012 at 08:33:17AM -0700, Jason Marshall wrote:
> Can I post those to the list without getting yelled at?

As long as they're small.  Otherwise you could host them somewhere and
post a link.

In particular, seeing the Query Builder *and* the configuration of the
Custom Field in question would be helpful.

-kevin

> >A few screenshots would be helpful to better understand situation and
> >try to reproduce.
> >
> >
> >On Sat, Feb 18, 2012 at 03:06, Jason Marshall <jasonm at kelman.com> wrote:
> >>Hi all, I looked through the archives as best I could and didn't see
> >>anything specifically about this issue.
> >>
> >>RT 3.8.8
> >>
> >>I've got a queue with 2 custom fields associated with it (they're not global
> >>custom fields).
> >>
> >>Click on Tickets, then New Search.
> >>
> >>Select the queue, and hit Add These Terms, and one of the two custom fields
> >>shows up in the Add Criteria section, but not both.
> >>
> >>Smells like a bug. ?Anyone know if this works right in a later 3.x release?
> >>?Or is this happening only to me?
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From trs at bestpractical.com  Tue Feb 21 10:43:44 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 21 Feb 2012 10:43:44 -0500
Subject: [rt-users] Adding Queue Custom Field To Email From Field
In-Reply-To: <CAK49D98ds9qW_RQHYh1w4HukeE5mC40_koOxr6s5itw8L52Trw@mail.gmail.com>
References: <CAK49D98ds9qW_RQHYh1w4HukeE5mC40_koOxr6s5itw8L52Trw@mail.gmail.com>
Message-ID: <4F43BBB0.7040604@bestpractical.com>

On 02/20/2012 08:04 AM, David Thorpe wrote:
> My question is, I want to add a custom field into each Queue which isn't
> a problem, this is done and is called my "Email From" field. I want this
> field to appear as the From Field in emails to people when they submit a
> ticket. But I want the current from ADDRESS to stay automatic as it
> does. Am I missing something, is this simple to do?

It may make more sense for you to use the Description field as the part
you want going out on autoreplies and add a queue CF for your internal
descriptions of what queues are used for.  That'll be less overriding of
template headers for you.

If you want to see your internal descriptions in RT's admin queue list,
you can include the CF in the relevant format string with the
$AdminSearchResultFormat config option.

Thomas

From drasar at ics.muni.cz  Tue Feb 21 10:56:58 2012
From: drasar at ics.muni.cz (Martin Drasar)
Date: Tue, 21 Feb 2012 16:56:58 +0100
Subject: [rt-users] GnuPG problems with message decryption
Message-ID: <4F43BECA.7070908@ics.muni.cz>

Hello,

I have a question for anyone experienced with using gpg with gpg agent.

My situation is as follows:
- I have configured the RT and GPG according to this manual:
http://wiki.rediris.es/rtirwg/Public_GPGConfig
- The RT is able to verify signatures on incoming mail and is able to
sign mails
- It is however not able to decrypt incoming mails, which is strange
considering the signing and the decryption are practically identical
processes

I have this in the log:
> [Tue Feb 21 15:34:09 2012] [debug]: Found encrypted inline part (/home/RT/RT-4.0.5/sbin/../lib/RT/Crypt/GnuPG.pm:906)
> [Tue Feb 21 15:34:09 2012] [debug]: [GNUPG:] ENC_TO 26B34A0AE44C6E92 1 0
> [GNUPG:] USERID_HINT 26B34A0AE44C6E92 CSIRT-MU DEVEL <rt at rt-devel.ics.muni.cz>
> [GNUPG:] NEED_PASSPHRASE 26B34A0AE44C6E92 023D741AB8EF2A3A 1 0
> [GNUPG:] MISSING_PASSPHRASE
> [GNUPG:] BAD_PASSPHRASE 26B34A0AE44C6E92
> [GNUPG:] ENC_TO 110B534B28C8D875 1 0
> [GNUPG:] NO_SECKEY 110B534B28C8D875
> [GNUPG:] BEGIN_DECRYPTION
> [GNUPG:] DECRYPTION_FAILED
> [GNUPG:] END_DECRYPTION (/home/RT/RT-4.0.5/sbin/../lib/RT/Crypt/GnuPG.pm:1417)
> [Tue Feb 21 15:34:09 2012] [error]: gpg: cancelled by user
> gpg: encrypted with 2048-bit RSA key, ID 28C8D875, created 2010-12-30
>       "Martin Drasar <drasar at ics.muni.cz>"
> gpg: encrypted with 2048-bit RSA key, ID E44C6E92, created 2012-02-21
>       "CSIRT-MU DEVEL <rt at rt-devel.ics.muni.cz>"
> gpg: public key decryption failed: bad passphrase
> gpg: decryption failed: secret key not available (/home/RT/RT-4.0.5/sbin/../lib/RT/Crypt/GnuPG.pm:1419)
> [Tue Feb 21 15:34:09 2012] [debug]: Found GnuPG protected parts (/home/RT/RT-4.0.5/sbin/../lib/RT/Interface/Email/Auth/GnuPG.pm:240)
> [Tue Feb 21 15:34:09 2012] [debug]: Error during verify/decrypt operation (/home/RT/RT-4.0.5/sbin/../lib/RT/Interface/Email/Auth/GnuPG.pm:244)
> [Tue Feb 21 15:34:09 2012] [error]: Had a problem during decrypting and verifying (/home/RT/RT-4.0.5/sbin/../lib/RT/Interface/Email/Auth/GnuPG.pm:102)

This is happening with RT-4.0.5 as well as 3.8.7.

Any thoughts?

Thank you,
Martin

From MarkRoedel at letu.edu  Tue Feb 21 11:04:01 2012
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Tue, 21 Feb 2012 16:04:01 +0000
Subject: [rt-users] preventing ParseNewMessageForTicketCcs abuse
Message-ID: <2B3D699B434F1F49B73F97861B5FD5446FB601D2@Mail-DB-1.letnet.net>

Has anybody made any tweaks to keep ParseNewMessageForTicketCcs from being abused (say, by restricting the number of Ccs or limiting the accounts that can add Ccs in that manner)?
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From ktm at rice.edu  Tue Feb 21 11:10:03 2012
From: ktm at rice.edu (ktm at rice.edu)
Date: Tue, 21 Feb 2012 10:10:03 -0600
Subject: [rt-users] preventing ParseNewMessageForTicketCcs abuse
In-Reply-To: <2B3D699B434F1F49B73F97861B5FD5446FB601D2@Mail-DB-1.letnet.net>
References: <2B3D699B434F1F49B73F97861B5FD5446FB601D2@Mail-DB-1.letnet.net>
Message-ID: <20120221161003.GC21114@aart.rice.edu>

On Tue, Feb 21, 2012 at 04:04:01PM +0000, Roedel, Mark wrote:
> Has anybody made any tweaks to keep ParseNewMessageForTicketCcs from being abused (say, by restricting the number of Ccs or limiting the accounts that can add Ccs in that manner)?

Yes. Here is the bit we added to local/lib/RT/Interface/Email.pm for 3.8.5:

*** Email.pm_limitCcs	2011-03-04 09:43:40.000000000 -0600
--- Email.pm	2010-02-24 16:18:22.000000000 -0600
***************
*** 851,874 ****

          push @res, $address;
      }
- 
-     #
-     # Limit the number of Cc addresses that we add to a
-     # ticket during the initial create to minimize damage
-     # to our Email reputation when SPAM slips through DSPAM.
- 
-     $RT::Logger->debug("$#res Ccs");
-     if ( $#res > 4 ) {
-         my @riceCc;
-         my @nonriceCc;
-         @riceCc = grep /rice.edu/i, @res;
-         @nonriceCc = grep !/rice.edu/i, @res;
-         $RT::Logger->debug("$#riceCc riceCcs, $#nonriceCc nonriceCcs");
-         if ($#nonriceCc > 3) {
-             @res = (@riceCc, @nonriceCc[0..3]);
-         }
-     }
- 
      return @res;
  }

--- 851,856 ----

From walid.haider at movensis.com  Tue Feb 21 11:24:05 2012
From: walid.haider at movensis.com (Walid Haider)
Date: Tue, 21 Feb 2012 16:24:05 +0000
Subject: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason
Message-ID: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932CD@mov-srv-central>

Hi,

I am trying to install RT 4.0.5 on FC 12, when I "make fixdeps", I am getting:

...

HTML-Mason-1.48/inc/Mason/Build.pm
  '/usr/bin/perl Makefile.PL' returned status 512, won't make
Running make test
  Make had some problems, won't test
Running make install
  Make had some problems, won't install

...

Any ideas what could be going wrong, and how to resolve this issue?

Thanks in anticipation.

Walid

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From jasonm at kelman.com  Tue Feb 21 11:36:42 2012
From: jasonm at kelman.com (Jason Marshall)
Date: Tue, 21 Feb 2012 09:36:42 -0700 (MST)
Subject: [rt-users] Searching on Custom Fields
In-Reply-To: <CAMOxC8tRJECHhkpd9TaQTWEGz89g8YhjsXcnSCbKY8Wq1-vWsw@mail.gmail.com>
References: <Pine.LNX.4.64.1202171600520.29633@wildcat.kelman.com>
	<CAMOxC8tRJECHhkpd9TaQTWEGz89g8YhjsXcnSCbKY8Wq1-vWsw@mail.gmail.com>
Message-ID: <Pine.LNX.4.64.1202210841230.29633@wildcat.kelman.com>

1.  http://scrambling.ca/crap/rt-users_1_list-of-cfs.png shows the list of 
cf's associated with this queue (Systems).

2.  http://scrambling.ca/crap/rt-users_2_show-two-cfs.png shows a random 
ticket's CF's (ticket is in Systems queue).

3.  http://scrambling.ca/crap/rt-users_3_query-builder.png shows the query 
builder after specifying the Queue='Systems'.  Note that IT Category shows 
up, but Center does not.

4.  http://scrambling.ca/crap/rt-users_4_it-category-config.png IT 
Category config.

5.  http://scrambling.ca/crap/rt-users_5_it-category-appliesto.png IT 
Category applies-to list.

6.  http://scrambling.ca/crap/rt-users_6_center-config.png Center config.

7.  http://scrambling.ca/crap/rt-users_7_center-applies-to.png Center 
applies-to.

Let me know if it would be helpful to see any other stuff!  Thanks all!

> A few screenshots would be helpful to better understand situation and
> try to reproduce.
>
>
> On Sat, Feb 18, 2012 at 03:06, Jason Marshall <jasonm at kelman.com> wrote:
>> Hi all, I looked through the archives as best I could and didn't see
>> anything specifically about this issue.
>>
>> RT 3.8.8
>>
>> I've got a queue with 2 custom fields associated with it (they're not global
>> custom fields).
>>
>> Click on Tickets, then New Search.
>>
>> Select the queue, and hit Add These Terms, and one of the two custom fields
>> shows up in the Add Criteria section, but not both.
>>
>> Smells like a bug. ??Anyone know if this works right in a later 3.x release?
>> ??Or is this happening only to me?
>>
>> Thanks in advance!
>>
>> ---
>> Jason Marshall
>> IT Manager
>> Kelman Data Management
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston ??March 5 & 6, 2012
>
>
>
> -- 
> Best regards, Ruslan.
>
>

---
Jason Marshall
IT Manager
Kelman Data Management
403.294.7557

From jblaine at kickflop.net  Tue Feb 21 12:52:46 2012
From: jblaine at kickflop.net (Jeff Blaine)
Date: Tue, 21 Feb 2012 12:52:46 -0500
Subject: [rt-users] Am I missing a right?
Message-ID: <4F43D9EE.5070406@kickflop.net>

Using RT 4.0.4

If a ticket is owned already, I cannot re-assign it unless
I set the owner to Nobody, then assign it.

Is this normal behavior?

From jkikpole at cairodurham.org  Tue Feb 21 13:05:41 2012
From: jkikpole at cairodurham.org (Jaime Kikpole)
Date: Tue, 21 Feb 2012 13:05:41 -0500
Subject: [rt-users] Installing ExtUtil::MakeMaker hangs
Message-ID: <CA+sg5RTzSW4na56eN=NT-czaZ4+NRZTMDizhrnx65t++63BPUA@mail.gmail.com>

When using "make fixdeps", CPAN appears to hang on ExtUtil::MakeMaker.
 I know very little about CPAN and installing these things by hand.
I've seen some advise on the web about disabling a line of code and
then the compile works, but I don't know where to find the source code
to modify.  Nor do I know if this is even all that great of an idea.

What happens looks like this:

[...]
Manifying blib/man3/CPAN::Meta::Prereqs.3
Manifying blib/man3/Version::Requirements.3
Manifying blib/man3/File::Temp.3
Manifying blib/man3/CPAN::Meta::Validator.3
Manifying blib/man3/version.3
Manifying blib/man3/ExtUtils::MM_Any.3
  MSCHWERN/ExtUtils-MakeMaker-6.62.tar.gz
  /usr/bin/make -- OK
Running make test
PERL_DL_NONLAZY=1 /usr/bin/perl "-Iblib/arch" "-Iblib/lib"
"-MExtUtils::Command::MM" "-e" "test_harness(0, 'blib/lib',
'blib/arch')" t/*.t
t/00compile.t ............. ok
t/arch_check.t ............ ok
t/backwards.t ............. ok
t/basic.t ................. ok
t/build_man.t ............. ok
t/cd.t .................... ok
t/config.t ................ ok
t/dir_target.t ............ ok
t/FIRST_MAKEFILE.t ........ ok
t/fix_libs.t .............. ok
t/fixin.t ................. ok
t/hints.t ................. ok
t/INST.t .................. ok
t/INST_PREFIX.t ........... ok
t/INSTALL_BASE.t .......... 1/20

Then it hangs there indefinitely.  There is more data here:
http://www.perlmonks.org/?node_id=918598

Any advise?

Thanks,
Jaime

-- 
Network Administrator
Cairo-Durham Central School District
http://cns.cairodurham.org

From CLasater at taleo.com  Tue Feb 21 13:20:00 2012
From: CLasater at taleo.com (Christopher Lasater)
Date: Tue, 21 Feb 2012 13:20:00 -0500
Subject: [rt-users] Am I missing a right?
In-Reply-To: <4F43D9EE.5070406@kickflop.net>
References: <4F43D9EE.5070406@kickflop.net>
Message-ID: <23037DC22CE8C3428E7636883099F1AAB816EDC736@JXVXMP01.wwcorp.net>

Hey Jeff
	You are not allowed to Take a ticket that is owned by someone, you have to steal it, which is in the Actions tab and is a different right.
	Chris

From trs at bestpractical.com  Tue Feb 21 13:22:44 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 21 Feb 2012 13:22:44 -0500
Subject: [rt-users] Am I missing a right?
In-Reply-To: <4F43D9EE.5070406@kickflop.net>
References: <4F43D9EE.5070406@kickflop.net>
Message-ID: <4F43E0F4.8090706@bestpractical.com>

On 02/21/2012 12:52 PM, Jeff Blaine wrote:
> Using RT 4.0.4
> 
> If a ticket is owned already, I cannot re-assign it unless
> I set the owner to Nobody, then assign it.
> 
> Is this normal behavior?

Yes.  To assign a ticket you someone, the ticket either needs to be
unowned or owned by you.  So you could also Take the ticket (making
yourself the Owner) and then give it to someone.

RT uses Owner as the only form of ticket locking.

Thomas

From falcone at bestpractical.com  Tue Feb 21 14:40:02 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 21 Feb 2012 14:40:02 -0500
Subject: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make
 HTML::Mason
In-Reply-To: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932CD@mov-srv-central>
References: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932CD@mov-srv-central>
Message-ID: <20120221194002.GO96259@jibsheet.com>

On Tue, Feb 21, 2012 at 04:24:05PM +0000, Walid Haider wrote:
>    I am trying to install RT 4.0.5 on FC 12, when I "make fixdeps", I am getting:
> 
>    ...
> 
>    HTML-Mason-1.48/inc/Mason/Build.pm
>      '/usr/bin/perl Makefile.PL' returned status 512, won't make
>    Running make test
>      Make had some problems, won't test
>    Running make install
>      Make had some problems, won't install
> 
>    ...
> 
>    Any ideas what could be going wrong, and how to resolve this issue?

Is that the full output of make fixdeps around that module?
What happens if you run cpan HTML::Mason outside make fixdeps?

-kevin
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From jblaine at kickflop.net  Tue Feb 21 17:03:03 2012
From: jblaine at kickflop.net (Jeff Blaine)
Date: Tue, 21 Feb 2012 17:03:03 -0500
Subject: [rt-users] Running 3.8.11 and 4.0.5 on the same box?
In-Reply-To: <4F429C95.4050409@kickflop.net>
References: <4F429C95.4050409@kickflop.net>
Message-ID: <4F441497.9030201@kickflop.net>

So, if I build my own separate Perl for RT 4.0.5,
how do I make Red Hat's mod_perl 2 use *that* Perl?

Seems like a very dark and long rabbit hole...

On 2/20/2012 2:18 PM, Jeff Blaine wrote:
> We want to install 4.0.5 alongside our working 3.8.11
> setup, and keep 3.8.11 working while some folks check
> out 4.0.5.
>
> Does anyone know if the deps for 4.0.5 will screw up
> a running 3.8.10 instance?

From sam at maltera.com  Tue Feb 21 17:45:48 2012
From: sam at maltera.com (Sam Hanes)
Date: Tue, 21 Feb 2012 14:45:48 -0800
Subject: [rt-users] linking to saved search results by name or ID
Message-ID: <CAPk0p6T6FZcWouGYhw2fGwLzHS_WEwpTXsLafwWT5z7yhgzTzA@mail.gmail.com>

I have a large collection of saved searches and occasionally I need to
ask someone else to look at one of them. Currently I have to send them
the "Show Results" link, which is very long and unwieldy. It would be
much more convenient if I could link to a saved search by name or ID.
For example, Bugzilla saved search links look like this:
http://bugs.example.com/buglist.cgi?cmdtype=runnamed&namedcmd=All%20My%20Boogs

I've tried searching the bug tracker and mailing list archives. All I
turned up was this rt-users thread from last year where they ended up
using the "Show Results" link:
http://www.gossamer-threads.com/lists/rt/users/98865

In 4.0.1 Search/Results.html declares a Mason argument SavedSearchId
but it doesn't seem to be used anywhere in that file. Trying to use it
like this returns an empty results page:
http://bugs.example.com/Search/Results.html?SavedSearchId=28

Is there some way to do this that I'm missing? If not, are there any
plans to implement it?

From jblaine at kickflop.net  Tue Feb 21 20:49:23 2012
From: jblaine at kickflop.net (Jeff Blaine)
Date: Tue, 21 Feb 2012 20:49:23 -0500
Subject: [rt-users] 4.0.5 FastCGI nightmare
Message-ID: <4F4449A3.8040701@kickflop.net>

Well now.  What a total waste of 4 hours so far :(  It's
a shame this is what web app deployment is in 2012 still.
I remember this same old sort of crap from a decade ago.

If anyone has any ideas, please share.

I'm choosing FastCGI so that I can use my own Perl build,
and not Red Hat's built into mod_perl.

I've read docs/web_deployment.pod.  It includes an Apache
snippet, doesn't mention suexec configuration like the wiki
does, doesn't mention the suexec DocumentRoot restriction,
etc...  Not a very useful document here so far.

Here's rt-server.fcgi below, copied into the spot where Red Hat's
"suexec" *must* find it located (under the compiled-in
DocumentRoot).  As you can see, it is owned by the
suexec-destination user and group so suexec is happy:

[root at rtdev1 httpd]#
[root at rtdev1 ~]# cd /var/www
[root at rtdev1 www]# ls -ld .
drwxr-xr-x 7 root root 4096 Feb 21 20:05 ./
[root at rtdev1 www]# ls -ld fcgi/
dr-xr-xr-x 2 rt rt 4096 Feb 21 20:12 fcgi//
[root at rtdev1 www]# ls -ld fcgi/rt-server.fcgi
-r-xr-xr-x 1 rt rt 8043 Feb 21 20:12 fcgi/rt-server.fcgi*
[root at rtdev1 www]#

LoadModule fastcgi_module modules/mod_fastcgi.so
FastCgiWrapper /usr/sbin/suexec
FastCgiServer /var/www/fcgi/rt-server.fcgi -processes 5 -idle-timeout 
300 -user rt -group rt
<VirtualHost 1xx.xx.xx.xx:443>
     DocumentRoot /apps/rt4/share/html
     AddDefaultCharset UTF-8

     Alias /NoAuth/images/ /apps/rt4/share/html/NoAuth/images/
     ScriptAlias / /var/www/fcgi/rt-server.fcgi/
     SuexecUserGroup rt rt
     <Location />
         Options +ExecCGI
         AddHandler fastcgi-script fcgi
         Order allow,deny
         Allow from all
     </Location>
</VirtualHost>

suexec.log states everything is fine:

[2012-02-21 20:29:03]: uid: (rt/rt) gid: (rt/rt) cmd: rt-server.fcgi

Apache reports this:

[Tue Feb 21 20:33:40 2012] [warn] FastCGI: server 
"/var/www/fcgi/rt-server.fcgi" has failed to remain running for 30 
seconds given 3 attempts, its restart interval has been backed off to 
600 seconds

And the browser just spins for a LONG time, then finally
throws a 500 Internal Server Error.

Testing shows this:

[root at rtdev1 httpd]# sudo -u apache /var/www/fcgi/rt-server.fcgi --port 9999
WARNING: RT couldn't start up a web server on port 9999.
This is often the case if the port is already in use or you're running 
/var/www/fcgi/rt-server.fcgi
as someone other than your system's "root" user.  You may also specify a
temporary port with: /var/www/fcgi/rt-server.fcgi --port <port>
Please check your system configuration or choose another port

I get the same exact error if I run rt-server.fcgi as root,
so it's not a permissions problem.

From falcone at bestpractical.com  Tue Feb 21 21:23:05 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 21 Feb 2012 21:23:05 -0500
Subject: [rt-users] linking to saved search results by name or ID
In-Reply-To: <CAPk0p6T6FZcWouGYhw2fGwLzHS_WEwpTXsLafwWT5z7yhgzTzA@mail.gmail.com>
References: <CAPk0p6T6FZcWouGYhw2fGwLzHS_WEwpTXsLafwWT5z7yhgzTzA@mail.gmail.com>
Message-ID: <20120222022305.GP96259@jibsheet.com>

On Tue, Feb 21, 2012 at 02:45:48PM -0800, Sam Hanes wrote:
> I have a large collection of saved searches and occasionally I need to
> ask someone else to look at one of them. Currently I have to send them
> the "Show Results" link, which is very long and unwieldy. It would be
> much more convenient if I could link to a saved search by name or ID.
> For example, Bugzilla saved search links look like this:
> http://bugs.example.com/buglist.cgi?cmdtype=runnamed&namedcmd=All%20My%20Boogs
> 
> I've tried searching the bug tracker and mailing list archives. All I
> turned up was this rt-users thread from last year where they ended up
> using the "Show Results" link:
> http://www.gossamer-threads.com/lists/rt/users/98865
> 
> In 4.0.1 Search/Results.html declares a Mason argument SavedSearchId
> but it doesn't seem to be used anywhere in that file. Trying to use it
> like this returns an empty results page:
> http://bugs.example.com/Search/Results.html?SavedSearchId=28
> 
> Is there some way to do this that I'm missing? If not, are there any
> plans to implement it?

There isn't currently a way to do this, there's a feature request bug
open about it:

http://issues.bestpractical.com/Ticket/Display.html?id=19320

-kevin
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From falcone at bestpractical.com  Tue Feb 21 21:43:22 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 21 Feb 2012 21:43:22 -0500
Subject: [rt-users] 4.0.5 FastCGI nightmare
In-Reply-To: <4F4449A3.8040701@kickflop.net>
References: <4F4449A3.8040701@kickflop.net>
Message-ID: <20120222024322.GQ96259@jibsheet.com>

On Tue, Feb 21, 2012 at 08:49:23PM -0500, Jeff Blaine wrote:
> I've read docs/web_deployment.pod.  It includes an Apache
> snippet, doesn't mention suexec configuration like the wiki
> does, doesn't mention the suexec DocumentRoot restriction,
> etc...  Not a very useful document here so far.

It includes two working FastCGI configs (we're using one of them in
production). It doesn't document every possible way to deploy RT, just
several standard and tested solutions.

> Apache reports this:
> 
> [Tue Feb 21 20:33:40 2012] [warn] FastCGI: server
> "/var/www/fcgi/rt-server.fcgi" has failed to remain running for 30
> seconds given 3 attempts, its restart interval has been backed off
> to 600 seconds
> 
> And the browser just spins for a LONG time, then finally
> throws a 500 Internal Server Error.
> 
> Testing shows this:
> 
> [root at rtdev1 httpd]# sudo -u apache /var/www/fcgi/rt-server.fcgi --port 9999

Try running

sudo -u apache plackup --server FCGI /var/www/fcgi/rt-server.fcgi

rt-server.fcgi depends a lot on proper environment.  If you want to
run it outside of mod_fastcgi/mod_fcgid you'll need to do it more
explicitly.  I believe there's a bug open to untangle it.

-kevin
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From boli at itss.co.tz  Wed Feb 22 03:15:00 2012
From: boli at itss.co.tz (Boli)
Date: Wed, 22 Feb 2012 11:15:00 +0300
Subject: [rt-users] Relative date searches against date custom fields
Message-ID: <4F44A404.8020106@itss.co.tz>

Hi,

Does anyone have any information regarding relative date searches
against RT custom fields?

I have some custom fields that I need to be able to do relative date
searches against. i.e. "AND 'CF.{Expiry} < 'now + 4 weeks'"

I've checked the list, and I can see a few unanswered queries along the
same lines (i.e.
http://www.gossamer-threads.com/lists/rt/users/103413?search_string=relative%20cf;#103413
) - but no clear answers

Are relative date searches supported for CF yet? Will they be? Can
anyone suggest a workaround in the meantime? .... or maybe they work
just fine and it's me that's doing something wrong...

Thanks for any help

Boli
-- 
Jon 'Boli' Copeland
Network Engineer
IT Sales & Services Ltd
boli at itss.co.tz
+255 (0) 685 374780

From bruce at thoughtexpress.com  Wed Feb 22 03:23:41 2012
From: bruce at thoughtexpress.com (Bruce Blacklaws)
Date: Wed, 22 Feb 2012 10:23:41 +0200
Subject: [rt-users] No recipients found. Not sending.
Message-ID: <CABkr5yPnb6G3rbBw6aSKZCDHHm2yJTcROxyCuM3nN_BgH_VvTQ@mail.gmail.com>

Hey Guys/Girls

Anyone know what causes this and how to fix it? I've added individual
user accounts and groups as queue "watches" but they do not receive
the notification email messages when a new ticket arrives. I enabled
logging and found...

[Wed Feb 22 08:19:04 2012] [info]:
<rt-4.0.1-18896-1329898744-768.58-4-0 at ThoughtExpress> No recipients
found. Not sending.
(/usr/share/request-tracker4/lib/RT/Interface/Email.pm:352)

...in the logs. I'm using RT 4.0.1.

(Not sure if you need any other information)

Thanks
-Bruce

From walid.haider at movensis.com  Wed Feb 22 03:58:02 2012
From: walid.haider at movensis.com (Walid Haider)
Date: Wed, 22 Feb 2012 08:58:02 +0000
Subject: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make
 HTML::Mason
In-Reply-To: <20120221194002.GO96259@jibsheet.com>
References: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932CD@mov-srv-central>
	<20120221194002.GO96259@jibsheet.com>
Message-ID: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932DF@mov-srv-central>

Hi Kevin,

Thanks for your response.

Below is the full output of make fixdeps (and below that is the output of cpan HTML::Mason outside make fixdeps):

[root at rt-test rt-4.0.5]# make fixdeps
/usr/bin/perl ./sbin/rt-test-dependencies --verbose --install --with-mysql --with-fastcgi
perl:
        >=5.8.3(5.10.0) ...found
users:
        rt group (rt) ...found
        bin owner (root) ...found
        libs owner (root) ...found
        libs group (bin) ...found
        web owner (apache) ...found
        web group (apache) ...found
CLI dependencies:
        Term::ReadKey ...found
        Getopt::Long >= 2.24 ...found
        HTTP::Request::Common ...found
        Term::ReadLine ...found
        Text::ParseWords ...found
        LWP ...found
CORE dependencies:
        DateTime >= 0.44 ...found
        Class::ReturnValue >= 0.40 ...found
        Text::Quoted >= 2.02 ...found
        Regexp::IPv6 ...found
        CSS::Squish >= 0.06 ...found
        Encode >= 2.39 ...found
        DateTime::Locale >= 0.40 ...found
        Module::Versions::Report >= 1.05 ...found
        MIME::Entity >= 5.425 ...found
        Digest::SHA ...found
        List::MoreUtils ...found
        DBI >= 1.37 ...found
        Locale::Maketext::Lexicon >= 0.32 ...found
        Devel::StackTrace >= 1.19 ...found
        Digest::base ...found
        Text::Password::Pronounceable ...found
        Devel::GlobalDestruction ...found
        Time::ParseDate ...found
        File::Temp >= 0.19 ...found
        Locale::Maketext >= 1.06 ...found
        Tree::Simple >= 1.04 ...found
        Text::Template >= 1.44 ...found
        Scalar::Util ...found
        HTML::Quoted ...found
        HTML::Scrubber >= 0.08 ...found
        File::Spec >= 0.8 ...found
        DBIx::SearchBuilder >= 1.59 ...found
        Sys::Syslog >= 0.16 ...found
        Mail::Mailer >= 1.57 ...found
        File::ShareDir ...found
        Regexp::Common ...found
        Digest::MD5 >= 2.27 ...found
        Cache::Simple::TimedExpiry ...found
        File::Glob ...found
        Class::Accessor >= 0.34 ...found
        Locale::Maketext::Fuzzy ...found
        Time::HiRes ...found
        Text::Wrapper ...found
        Regexp::Common::net::CIDR ...found
        Net::CIDR ...found
        Log::Dispatch >= 2.23 ...found
        UNIVERSAL::require ...found
        Email::Address ...found
DASHBOARDS dependencies:
        HTML::RewriteAttributes >= 0.04 ...found
        MIME::Types ...found
FASTCGI dependencies:
        FCGI::ProcManager ...found
        FCGI ...found
GPG dependencies:
        PerlIO::eol ...found
        GnuPG::Interface ...found
ICAL dependencies:
        Data::ICal ...found
MAILGATE dependencies:
        Pod::Usage ...found
        HTML::TreeBuilder ...found
        Getopt::Long ...found
        HTML::FormatText ...found
        LWP::UserAgent ...found
MASON dependencies:
        Storable >= 2.08 ...found
        CSS::Squish >= 0.06 ...found
        Apache::Session >= 1.53 ...found
        Errno ...found
        Devel::StackTrace >= 1.19 ...found
        IPC::Run3 ...found
        CGI::Cookie >= 1.20 ...found
        Text::WikiFormat >= 0.76 ...found
        XML::RSS >= 1.05 ...found
        HTML::Mason >= 1.43 ...MISSING
        Digest::MD5 >= 2.27 ...found
        JSON ...found

Install module HTML::Mason
Reading '/root/.cpan/Metadata'
  Database was generated on Tue, 21 Feb 2012 13:14:29 GMT
CPAN: YAML loaded ok (v0.80)
Reading 93 yaml files from /root/.cpan/build/
DONE
Restored the state of none (in 1.2508 secs)
Running install for module 'HTML::Mason'
Running make for D/DR/DROLSKY/HTML-Mason-1.48.tar.gz
  Checksum was ok
CPAN: Compress::Zlib loaded ok (v2.049)
CPAN: Archive::Tar loaded ok (v1.82)
HTML-Mason-1.48
HTML-Mason-1.48/CREDITS
HTML-Mason-1.48/Makefile.PL
HTML-Mason-1.48/UPGRADE
HTML-Mason-1.48/Changes
HTML-Mason-1.48/LICENSE
HTML-Mason-1.48/META.json
HTML-Mason-1.48/MANIFEST
HTML-Mason-1.48/Build.PL
HTML-Mason-1.48/MANIFEST.SKIP
HTML-Mason-1.48/META.yml
HTML-Mason-1.48/README
HTML-Mason-1.48/bin
HTML-Mason-1.48/bin/mason.pl
HTML-Mason-1.48/bin/convert0.8.README
HTML-Mason-1.48/bin/convert0.8.pl
HTML-Mason-1.48/bin/convert0.6.pl
HTML-Mason-1.48/bin/convert0.6.README
HTML-Mason-1.48/eg
HTML-Mason-1.48/eg/httpd.conf
HTML-Mason-1.48/eg/MyApp
HTML-Mason-1.48/eg/MyApp/Mason.pm
HTML-Mason-1.48/eg/MyApp/MasonWithSession.pm
HTML-Mason-1.48/samples
HTML-Mason-1.48/samples/dump-request
HTML-Mason-1.48/samples/show-env
HTML-Mason-1.48/samples/README
HTML-Mason-1.48/t
HTML-Mason-1.48/t/20-plugins.t
HTML-Mason-1.48/t/run_tests
HTML-Mason-1.48/t/run_one_test
HTML-Mason-1.48/t/07b-interp-static-source.t
HTML-Mason-1.48/t/01a-comp-calls.t
HTML-Mason-1.48/t/09a-comp_content.t
HTML-Mason-1.48/t/single_test.pl
HTML-Mason-1.48/t/18-leak.t
HTML-Mason-1.48/t/22-path-security.t
HTML-Mason-1.48/t/23-leak2.t
HTML-Mason-1.48/t/14-cgi.t
HTML-Mason-1.48/t/06-compiler.t
HTML-Mason-1.48/t/19-subrequest.t
HTML-Mason-1.48/t/06a-compiler_obj.t
HTML-Mason-1.48/t/11-inherit.t
HTML-Mason-1.48/t/15-subclass.t
HTML-Mason-1.48/t/12-taint.t
HTML-Mason-1.48/t/10-cache.t
HTML-Mason-1.48/t/02-sections.t
HTML-Mason-1.48/t/13-errors.t
HTML-Mason-1.48/t/10b-cache-chi.t
HTML-Mason-1.48/t/06c-compiler-spaces-path.t
HTML-Mason-1.48/t/24-tools.t
HTML-Mason-1.48/t/99-pod.t
HTML-Mason-1.48/t/05a-stack-corruption.t
HTML-Mason-1.48/t/06b-compiler-named-subs.t
HTML-Mason-1.48/t/01-syntax.t
HTML-Mason-1.48/t/17-print.t
HTML-Mason-1.48/t/taint.comp
HTML-Mason-1.48/t/04-misc.t
HTML-Mason-1.48/t/25-log.t
HTML-Mason-1.48/t/21-escapes.t
HTML-Mason-1.48/t/07a-interp-mcr.t
HTML-Mason-1.48/t/25-flush-in-content.t
HTML-Mason-1.48/t/10a-cache-1.0x.t
HTML-Mason-1.48/t/05-request.t
HTML-Mason-1.48/t/14a-fake_apache.t
HTML-Mason-1.48/t/07-interp.t
HTML-Mason-1.48/t/09-component.t
HTML-Mason-1.48/t/02a-filter.t
HTML-Mason-1.48/t/lib
HTML-Mason-1.48/t/lib/BadModule.pm
HTML-Mason-1.48/t/lib/LoadTest.pm
HTML-Mason-1.48/t/lib/Mason
HTML-Mason-1.48/t/lib/Mason/ApacheTest.pm
HTML-Mason-1.48/t/lib/Apache
HTML-Mason-1.48/t/lib/Apache/test.pm
HTML-Mason-1.48/t/live
HTML-Mason-1.48/t/live/no-config.t
HTML-Mason-1.48/t/live/multi-conf.t
HTML-Mason-1.48/t/live/libapreq-no-handler.t
HTML-Mason-1.48/t/live/libapreq-with-handler.t
HTML-Mason-1.48/t/live/CGIHandler.t
HTML-Mason-1.48/t/live/single-level-server-root.t
HTML-Mason-1.48/t/live/cgi-no-handler.t
HTML-Mason-1.48/t/live/taint.t
HTML-Mason-1.48/t/live/apache-filter.t
HTML-Mason-1.48/t/live/set-content-type.t
HTML-Mason-1.48/t/live/cgi-with-handler.t
HTML-Mason-1.48/lib
HTML-Mason-1.48/lib/HTML
HTML-Mason-1.48/lib/HTML/Mason.pm
HTML-Mason-1.48/lib/HTML/Mason
HTML-Mason-1.48/lib/HTML/Mason/Resolver.pm
HTML-Mason-1.48/lib/HTML/Mason/MethodMaker.pm
HTML-Mason-1.48/lib/HTML/Mason/Parser.pm
HTML-Mason-1.48/lib/HTML/Mason/Request.pm
HTML-Mason-1.48/lib/HTML/Mason/ApacheHandler.pm
HTML-Mason-1.48/lib/HTML/Mason/Handler.pm
HTML-Mason-1.48/lib/HTML/Mason/Interp.pm
HTML-Mason-1.48/lib/HTML/Mason/Escapes.pm
HTML-Mason-1.48/lib/HTML/Mason/Exceptions.pm
HTML-Mason-1.48/lib/HTML/Mason/Utils.pm
HTML-Mason-1.48/lib/HTML/Mason/Compiler.pm
HTML-Mason-1.48/lib/HTML/Mason/Plugin.pm
HTML-Mason-1.48/lib/HTML/Mason/Admin.pod
HTML-Mason-1.48/lib/HTML/Mason/Lexer.pm
HTML-Mason-1.48/lib/HTML/Mason/Tools.pm
HTML-Mason-1.48/lib/HTML/Mason/Devel.pod
HTML-Mason-1.48/lib/HTML/Mason/CGIHandler.pm
HTML-Mason-1.48/lib/HTML/Mason/FakeApache.pm
HTML-Mason-1.48/lib/HTML/Mason/Params.pod
HTML-Mason-1.48/lib/HTML/Mason/Subclassing.pod
HTML-Mason-1.48/lib/HTML/Mason/Tests.pm
HTML-Mason-1.48/lib/HTML/Mason/ComponentSource.pm
HTML-Mason-1.48/lib/HTML/Mason/Component.pm
HTML-Mason-1.48/lib/HTML/Mason/Resolver
HTML-Mason-1.48/lib/HTML/Mason/Resolver/Null.pm
HTML-Mason-1.48/lib/HTML/Mason/Resolver/File.pm
HTML-Mason-1.48/lib/HTML/Mason/Component
HTML-Mason-1.48/lib/HTML/Mason/Component/FileBased.pm
HTML-Mason-1.48/lib/HTML/Mason/Component/Subcomponent.pm
HTML-Mason-1.48/lib/HTML/Mason/Cache
HTML-Mason-1.48/lib/HTML/Mason/Cache/BaseCache.pm
HTML-Mason-1.48/lib/HTML/Mason/Apache
HTML-Mason-1.48/lib/HTML/Mason/Apache/Request.pm
HTML-Mason-1.48/lib/HTML/Mason/Plugin
HTML-Mason-1.48/lib/HTML/Mason/Plugin/Context.pm
HTML-Mason-1.48/lib/HTML/Mason/Compiler
HTML-Mason-1.48/lib/HTML/Mason/Compiler/ToObject.pm
HTML-Mason-1.48/lib/Bundle
HTML-Mason-1.48/lib/Bundle/HTML
HTML-Mason-1.48/lib/Bundle/HTML/Mason.pm
HTML-Mason-1.48/lib/Apache
HTML-Mason-1.48/lib/Apache/Mason.pm
HTML-Mason-1.48/htdocs
HTML-Mason-1.48/htdocs/FakeApache.html
HTML-Mason-1.48/htdocs/Component.html
HTML-Mason-1.48/htdocs/index.html
HTML-Mason-1.48/htdocs/Compiler.html
HTML-Mason-1.48/htdocs/Resolver.html
HTML-Mason-1.48/htdocs/Devel.html
HTML-Mason-1.48/htdocs/Exceptions.html
HTML-Mason-1.48/htdocs/Params.html
HTML-Mason-1.48/htdocs/Lexer.html
HTML-Mason-1.48/htdocs/Escapes.html
HTML-Mason-1.48/htdocs/Plugin.html
HTML-Mason-1.48/htdocs/Tools.html
HTML-Mason-1.48/htdocs/Utils.html
HTML-Mason-1.48/htdocs/Interp.html
HTML-Mason-1.48/htdocs/Mason.html
HTML-Mason-1.48/htdocs/Admin.html
HTML-Mason-1.48/htdocs/ApacheHandler.html
HTML-Mason-1.48/htdocs/Parser.html
HTML-Mason-1.48/htdocs/CGIHandler.html
HTML-Mason-1.48/htdocs/ComponentSource.html
HTML-Mason-1.48/htdocs/MethodMaker.html
HTML-Mason-1.48/htdocs/Tests.html
HTML-Mason-1.48/htdocs/Subclassing.html
HTML-Mason-1.48/htdocs/Request.html
HTML-Mason-1.48/htdocs/Resolver
HTML-Mason-1.48/htdocs/Resolver/File.html
HTML-Mason-1.48/htdocs/Resolver/Null.html
HTML-Mason-1.48/htdocs/Component
HTML-Mason-1.48/htdocs/Component/FileBased.html
HTML-Mason-1.48/htdocs/Component/Subcomponent.html
HTML-Mason-1.48/htdocs/Cache
HTML-Mason-1.48/htdocs/Cache/BaseCache.html
HTML-Mason-1.48/htdocs/Plugin
HTML-Mason-1.48/htdocs/Plugin/Context.html
HTML-Mason-1.48/htdocs/Compiler
HTML-Mason-1.48/htdocs/Compiler/ToObject.html
HTML-Mason-1.48/inc
HTML-Mason-1.48/inc/params.mtxt
HTML-Mason-1.48/inc/Mason
HTML-Mason-1.48/inc/Mason/Build.pm
  '/usr/bin/perl Makefile.PL' returned status 512, won't make
Running make test
  Make had some problems, won't test
Running make install
  Make had some problems, won't install
CPAN: CPAN::Meta loaded ok (v2.112150)
Could not read metadata file. Falling back to other methods to determine prerequisites
MYSQL dependencies:
        DBD::mysql >= 2.1018 ...found
PSGI dependencies:
        CGI::Emulate::PSGI ...found
        CGI >= 3.38 ...found
        CGI::PSGI >= 0.12 ...found
        HTML::Mason::PSGIHandler >= 0.52 ...found
        Plack >= 0.9971 ...found
        Plack::Handler::Starlet ...found
SMTP dependencies:
        Net::SMTP ...found
USERLOGO dependencies:
        Convert::Color ...found

SOME DEPENDENCIES WERE MISSING.
MASON missing dependencies:
        HTML::Mason >= 1.43 ...MISSING
make: *** [fixdeps] Error 1

----------------------------------------------------------------

[root at rt-test rt-4.0.5]# cpan HTML::Mason
CPAN: File::HomeDir loaded ok (v0.99)
CPAN: Storable loaded ok (v2.21)
Reading '/root/.cpan/Metadata'
  Database was generated on Tue, 21 Feb 2012 13:14:29 GMT
CPAN: YAML loaded ok (v0.80)
Reading 93 yaml files from /root/.cpan/build/
CPAN: Time::HiRes loaded ok (v1.9719)
DONE
Restored the state of none (in 3.5147 secs)
Running install for module 'HTML::Mason'
Running make for D/DR/DROLSKY/HTML-Mason-1.48.tar.gz
CPAN: Digest::SHA loaded ok (v5.70)
  Checksum was ok
CPAN: Compress::Zlib loaded ok (v2.049)
CPAN: Archive::Tar loaded ok (v1.82)
HTML-Mason-1.48
HTML-Mason-1.48/CREDITS
HTML-Mason-1.48/Makefile.PL
HTML-Mason-1.48/UPGRADE
HTML-Mason-1.48/Changes
HTML-Mason-1.48/LICENSE
HTML-Mason-1.48/META.json
HTML-Mason-1.48/MANIFEST
HTML-Mason-1.48/Build.PL
HTML-Mason-1.48/MANIFEST.SKIP
HTML-Mason-1.48/META.yml
HTML-Mason-1.48/README
HTML-Mason-1.48/bin
HTML-Mason-1.48/bin/mason.pl
HTML-Mason-1.48/bin/convert0.8.README
HTML-Mason-1.48/bin/convert0.8.pl
HTML-Mason-1.48/bin/convert0.6.pl
HTML-Mason-1.48/bin/convert0.6.README
HTML-Mason-1.48/eg
HTML-Mason-1.48/eg/httpd.conf
HTML-Mason-1.48/eg/MyApp
HTML-Mason-1.48/eg/MyApp/Mason.pm
HTML-Mason-1.48/eg/MyApp/MasonWithSession.pm
HTML-Mason-1.48/samples
HTML-Mason-1.48/samples/dump-request
HTML-Mason-1.48/samples/show-env
HTML-Mason-1.48/samples/README
HTML-Mason-1.48/t
HTML-Mason-1.48/t/20-plugins.t
HTML-Mason-1.48/t/run_tests
HTML-Mason-1.48/t/run_one_test
HTML-Mason-1.48/t/07b-interp-static-source.t
HTML-Mason-1.48/t/01a-comp-calls.t
HTML-Mason-1.48/t/09a-comp_content.t
HTML-Mason-1.48/t/single_test.pl
HTML-Mason-1.48/t/18-leak.t
HTML-Mason-1.48/t/22-path-security.t
HTML-Mason-1.48/t/23-leak2.t
HTML-Mason-1.48/t/14-cgi.t
HTML-Mason-1.48/t/06-compiler.t
HTML-Mason-1.48/t/19-subrequest.t
HTML-Mason-1.48/t/06a-compiler_obj.t
HTML-Mason-1.48/t/11-inherit.t
HTML-Mason-1.48/t/15-subclass.t
HTML-Mason-1.48/t/12-taint.t
HTML-Mason-1.48/t/10-cache.t
HTML-Mason-1.48/t/02-sections.t
HTML-Mason-1.48/t/13-errors.t
HTML-Mason-1.48/t/10b-cache-chi.t
HTML-Mason-1.48/t/06c-compiler-spaces-path.t
HTML-Mason-1.48/t/24-tools.t
HTML-Mason-1.48/t/99-pod.t
HTML-Mason-1.48/t/05a-stack-corruption.t
HTML-Mason-1.48/t/06b-compiler-named-subs.t
HTML-Mason-1.48/t/01-syntax.t
HTML-Mason-1.48/t/17-print.t
HTML-Mason-1.48/t/taint.comp
HTML-Mason-1.48/t/04-misc.t
HTML-Mason-1.48/t/25-log.t
HTML-Mason-1.48/t/21-escapes.t
HTML-Mason-1.48/t/07a-interp-mcr.t
HTML-Mason-1.48/t/25-flush-in-content.t
HTML-Mason-1.48/t/10a-cache-1.0x.t
HTML-Mason-1.48/t/05-request.t
HTML-Mason-1.48/t/14a-fake_apache.t
HTML-Mason-1.48/t/07-interp.t
HTML-Mason-1.48/t/09-component.t
HTML-Mason-1.48/t/02a-filter.t
HTML-Mason-1.48/t/lib
HTML-Mason-1.48/t/lib/BadModule.pm
HTML-Mason-1.48/t/lib/LoadTest.pm
HTML-Mason-1.48/t/lib/Mason
HTML-Mason-1.48/t/lib/Mason/ApacheTest.pm
HTML-Mason-1.48/t/lib/Apache
HTML-Mason-1.48/t/lib/Apache/test.pm
HTML-Mason-1.48/t/live
HTML-Mason-1.48/t/live/no-config.t
HTML-Mason-1.48/t/live/multi-conf.t
HTML-Mason-1.48/t/live/libapreq-no-handler.t
HTML-Mason-1.48/t/live/libapreq-with-handler.t
HTML-Mason-1.48/t/live/CGIHandler.t
HTML-Mason-1.48/t/live/single-level-server-root.t
HTML-Mason-1.48/t/live/cgi-no-handler.t
HTML-Mason-1.48/t/live/taint.t
HTML-Mason-1.48/t/live/apache-filter.t
HTML-Mason-1.48/t/live/set-content-type.t
HTML-Mason-1.48/t/live/cgi-with-handler.t
HTML-Mason-1.48/lib
HTML-Mason-1.48/lib/HTML
HTML-Mason-1.48/lib/HTML/Mason.pm
HTML-Mason-1.48/lib/HTML/Mason
HTML-Mason-1.48/lib/HTML/Mason/Resolver.pm
HTML-Mason-1.48/lib/HTML/Mason/MethodMaker.pm
HTML-Mason-1.48/lib/HTML/Mason/Parser.pm
HTML-Mason-1.48/lib/HTML/Mason/Request.pm
HTML-Mason-1.48/lib/HTML/Mason/ApacheHandler.pm
HTML-Mason-1.48/lib/HTML/Mason/Handler.pm
HTML-Mason-1.48/lib/HTML/Mason/Interp.pm
HTML-Mason-1.48/lib/HTML/Mason/Escapes.pm
HTML-Mason-1.48/lib/HTML/Mason/Exceptions.pm
HTML-Mason-1.48/lib/HTML/Mason/Utils.pm
HTML-Mason-1.48/lib/HTML/Mason/Compiler.pm
HTML-Mason-1.48/lib/HTML/Mason/Plugin.pm
HTML-Mason-1.48/lib/HTML/Mason/Admin.pod
HTML-Mason-1.48/lib/HTML/Mason/Lexer.pm
HTML-Mason-1.48/lib/HTML/Mason/Tools.pm
HTML-Mason-1.48/lib/HTML/Mason/Devel.pod
HTML-Mason-1.48/lib/HTML/Mason/CGIHandler.pm
HTML-Mason-1.48/lib/HTML/Mason/FakeApache.pm
HTML-Mason-1.48/lib/HTML/Mason/Params.pod
HTML-Mason-1.48/lib/HTML/Mason/Subclassing.pod
HTML-Mason-1.48/lib/HTML/Mason/Tests.pm
HTML-Mason-1.48/lib/HTML/Mason/ComponentSource.pm
HTML-Mason-1.48/lib/HTML/Mason/Component.pm
HTML-Mason-1.48/lib/HTML/Mason/Resolver
HTML-Mason-1.48/lib/HTML/Mason/Resolver/Null.pm
HTML-Mason-1.48/lib/HTML/Mason/Resolver/File.pm
HTML-Mason-1.48/lib/HTML/Mason/Component
HTML-Mason-1.48/lib/HTML/Mason/Component/FileBased.pm
HTML-Mason-1.48/lib/HTML/Mason/Component/Subcomponent.pm
HTML-Mason-1.48/lib/HTML/Mason/Cache
HTML-Mason-1.48/lib/HTML/Mason/Cache/BaseCache.pm
HTML-Mason-1.48/lib/HTML/Mason/Apache
HTML-Mason-1.48/lib/HTML/Mason/Apache/Request.pm
HTML-Mason-1.48/lib/HTML/Mason/Plugin
HTML-Mason-1.48/lib/HTML/Mason/Plugin/Context.pm
HTML-Mason-1.48/lib/HTML/Mason/Compiler
HTML-Mason-1.48/lib/HTML/Mason/Compiler/ToObject.pm
HTML-Mason-1.48/lib/Bundle
HTML-Mason-1.48/lib/Bundle/HTML
HTML-Mason-1.48/lib/Bundle/HTML/Mason.pm
HTML-Mason-1.48/lib/Apache
HTML-Mason-1.48/lib/Apache/Mason.pm
HTML-Mason-1.48/htdocs
HTML-Mason-1.48/htdocs/FakeApache.html
HTML-Mason-1.48/htdocs/Component.html
HTML-Mason-1.48/htdocs/index.html
HTML-Mason-1.48/htdocs/Compiler.html
HTML-Mason-1.48/htdocs/Resolver.html
HTML-Mason-1.48/htdocs/Devel.html
HTML-Mason-1.48/htdocs/Exceptions.html
HTML-Mason-1.48/htdocs/Params.html
HTML-Mason-1.48/htdocs/Lexer.html
HTML-Mason-1.48/htdocs/Escapes.html
HTML-Mason-1.48/htdocs/Plugin.html
HTML-Mason-1.48/htdocs/Tools.html
HTML-Mason-1.48/htdocs/Utils.html
HTML-Mason-1.48/htdocs/Interp.html
HTML-Mason-1.48/htdocs/Mason.html
HTML-Mason-1.48/htdocs/Admin.html
HTML-Mason-1.48/htdocs/ApacheHandler.html
HTML-Mason-1.48/htdocs/Parser.html
HTML-Mason-1.48/htdocs/CGIHandler.html
HTML-Mason-1.48/htdocs/ComponentSource.html
HTML-Mason-1.48/htdocs/MethodMaker.html
HTML-Mason-1.48/htdocs/Tests.html
HTML-Mason-1.48/htdocs/Subclassing.html
HTML-Mason-1.48/htdocs/Request.html
HTML-Mason-1.48/htdocs/Resolver
HTML-Mason-1.48/htdocs/Resolver/File.html
HTML-Mason-1.48/htdocs/Resolver/Null.html
HTML-Mason-1.48/htdocs/Component
HTML-Mason-1.48/htdocs/Component/FileBased.html
HTML-Mason-1.48/htdocs/Component/Subcomponent.html
HTML-Mason-1.48/htdocs/Cache
HTML-Mason-1.48/htdocs/Cache/BaseCache.html
HTML-Mason-1.48/htdocs/Plugin
HTML-Mason-1.48/htdocs/Plugin/Context.html
HTML-Mason-1.48/htdocs/Compiler
HTML-Mason-1.48/htdocs/Compiler/ToObject.html
HTML-Mason-1.48/inc
HTML-Mason-1.48/inc/params.mtxt
HTML-Mason-1.48/inc/Mason
HTML-Mason-1.48/inc/Mason/Build.pm
CPAN: File::Temp loaded ok (v0.22)
  '/usr/bin/perl Makefile.PL' returned status 512, won't make
Running make test
  Make had some problems, won't test
Running make install
  Make had some problems, won't install
CPAN: CPAN::Meta loaded ok (v2.112150)
Could not read metadata file. Falling back to other methods to determine prerequisites
[root at rt-test rt-4.0.5]#

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: ter?a-feira, 21 de Fevereiro de 2012 19:40
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason

On Tue, Feb 21, 2012 at 04:24:05PM +0000, Walid Haider wrote:
>    I am trying to install RT 4.0.5 on FC 12, when I "make fixdeps", I am getting:
>
>    ...
>
>    HTML-Mason-1.48/inc/Mason/Build.pm
>      '/usr/bin/perl Makefile.PL' returned status 512, won't make
>    Running make test
>      Make had some problems, won't test
>    Running make install
>      Make had some problems, won't install
>
>    ...
>
>    Any ideas what could be going wrong, and how to resolve this issue?

Is that the full output of make fixdeps around that module?
What happens if you run cpan HTML::Mason outside make fixdeps?

-kevin

From radek.svoboda at upp.cz  Wed Feb 22 06:21:27 2012
From: radek.svoboda at upp.cz (Radek Svoboda)
Date: Wed, 22 Feb 2012 12:21:27 +0100
Subject: [rt-users] Add Cc and Mail ticket with RT ident
Message-ID: <4F44CFB7.3040503@upp.cz>

Hi,
We use email for creating new tickets. When I send message to RT with 
CC  to user,  the Cc-ed user is CC of the ticket, but the mail get from 
me (and his reply to me too). But I need, the reply comms to RT.  Is the 
way, how to send mail to Cc-ed user via RT directly ?

I made scrip OnCreateAddCc, which parse Set-Cc from message body and add 
Cc to ticket, but I don't know, how set the first message to newly added Cc.
Do you Have pleasy any solution ?
Radek

From m81l1ngl15t5 at gmail.com  Wed Feb 22 09:04:43 2012
From: m81l1ngl15t5 at gmail.com (Jason Foster)
Date: Wed, 22 Feb 2012 09:04:43 -0500
Subject: [rt-users] WebExternal* and invisible users
Message-ID: <F99D4E5F-6B27-412A-B99B-040EAC7332BA@gmail.com>

I have a feeling that the answer to this question is buried in the documentation, but since I've failed to locate it here goes nothing.

RT4 is working great on my system, and I'm trying to hook it into our existing Kerberos infrastructure.  Apache is happily handling the "Basic Auth over HTTPS" side of things, and I've set...

  Set( $WebExternalAuth, 1 );
  Set( $WebExternalAuto, 1 );
  Set( $WebFallbackToInternalAuth, 1) ;

... in RT_SiteConfig.pm

My users can log in, and according to my poking around in the database they are being added to the "users" table.  What I need to figure out now is:

a) how to "promote" my own account to be the equivalent of root
b) how to manipulate other accounts

When I disable WebExternalAuth and log in as root, none of the automatically-created accounts are visible.  This makes it hard to change their settings!  Interestingly even they can't change their settings.

My use case is that I teach a number of university courses, and I'd like to have queues that correspond to different courses, assignments, etc.  Students would be able to submit tickets (e.g. regrade requests, etc.) and my TAs would be assigned to work on the tickets.  I want to do the absolute minimum administration, which is why the WebExternal* features look so promising.

I've assumed that my student would be non-staff users, and my TAs staff users, but I clearly haven't figured out how to make that happen (or if that's the right approach).  Any suggestions would be most welcome!

Jason
----------
Senior Lecturer in Engineering Design Education
Division of Engineering Science
University of Toronto

From trs at bestpractical.com  Wed Feb 22 09:44:58 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 22 Feb 2012 09:44:58 -0500
Subject: [rt-users] Relative date searches against date custom fields
In-Reply-To: <4F44A404.8020106@itss.co.tz>
References: <4F44A404.8020106@itss.co.tz>
Message-ID: <4F44FF6A.8090408@bestpractical.com>

On 02/22/2012 03:15 AM, Boli wrote:
> Are relative date searches supported for CF yet? Will they be? Can
> anyone suggest a workaround in the meantime? .... or maybe they work
> just fine and it's me that's doing something wrong...

Unfortunately relative date searching isn't supported against
date/datetime CFs yet.  There's an open bug about it (albeit not a very
descriptive one for non-devs) and an in progress branch that needs more
thought and review.

http://issues.bestpractical.com/Ticket/Display.html?id=18281

Thomas

From trs at bestpractical.com  Wed Feb 22 09:51:17 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 22 Feb 2012 09:51:17 -0500
Subject: [rt-users] Add Cc and Mail ticket with RT ident
In-Reply-To: <4F44CFB7.3040503@upp.cz>
References: <4F44CFB7.3040503@upp.cz>
Message-ID: <4F4500E5.5060302@bestpractical.com>

On 02/22/2012 06:21 AM, Radek Svoboda wrote:
> Hi,
> We use email for creating new tickets. When I send message to RT with
> CC  to user,  the Cc-ed user is CC of the ticket, but the mail get from
> me (and his reply to me too). But I need, the reply comms to RT.  Is the
> way, how to send mail to Cc-ed user via RT directly ?

Only if you don't Cc the person in your mail client (like your solution
of putting Set-Cc in the body, for example).  If you _do_ Cc the person
in the mail, that copy of the message never hits RT, and there's nothing
RT can do about it.

> I made scrip OnCreateAddCc, which parse Set-Cc from message body and add
> Cc to ticket, but I don't know, how set the first message to newly added
> Cc.

You probably want to use RT::Extension::CommandByMail to do this instead
of your scrip.  It will handle the problem you're talking about.

Thomas

From jblaine at kickflop.net  Wed Feb 22 10:02:00 2012
From: jblaine at kickflop.net (Jeff Blaine)
Date: Wed, 22 Feb 2012 10:02:00 -0500
Subject: [rt-users] 4.0.5 FastCGI nightmare
In-Reply-To: <20120222024322.GQ96259@jibsheet.com>
References: <4F4449A3.8040701@kickflop.net>
	<20120222024322.GQ96259@jibsheet.com>
Message-ID: <4F450368.9000805@kickflop.net>

On 2/21/2012 9:43 PM, Kevin Falcone wrote:
> sudo -u apache plackup --server FCGI /var/www/fcgi/rt-server.fcgi

Works fine:

FastCGI: manager (pid 21688): initialized
FastCGI: server (pid 21691): initialized
FastCGI: manager (pid 21688): server (pid 21691) started
^C

Apache still just sits there spinning its wheels when hit
by browser.

[ PS: No firewall in play here either FWIW ]

From dgarcia at cesca.cat  Wed Feb 22 11:07:31 2012
From: dgarcia at cesca.cat (Daniel Garcia Mejia)
Date: Wed, 22 Feb 2012 17:07:31 +0100
Subject: [rt-users]  Support languages
Message-ID: <4F4512C3.9080900@cesca.cat>

Hi,

One question:
Is RT support language 'catalan'. I search in Google and I'm not found 
any interesting.
Is there any project or a unofficial version that translate the RT 
system to 'catalan' language?

Thanks!

-- 
.......................................................................
         __
        / /       Daniel Garc?a Mej?a
  C E / S / C A   Portals i Repositoris
      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya

  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
.......................................................................

From trs at bestpractical.com  Wed Feb 22 11:37:31 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 22 Feb 2012 11:37:31 -0500
Subject: [rt-users] Support languages
In-Reply-To: <4F4512C3.9080900@cesca.cat>
References: <4F4512C3.9080900@cesca.cat>
Message-ID: <4F4519CB.4040405@bestpractical.com>

On 02/22/2012 11:07 AM, Daniel Garcia Mejia wrote:
> Is RT support language 'catalan'. I search in Google and I'm not found
> any interesting.

List of languages supported by RT:
http://bestpractical.com/rt/languages.html

> Is there any project or a unofficial version that translate the RT
> system to 'catalan' language?

Unfortunately, RT is almost entirely untranslated into Catalan, as you
can see here: https://translations.launchpad.net/rt

We'd love it if you helped translate:

http://requesttracker.wikia.com/wiki/TranslationRosetta
https://translations.launchpad.net/rt/4.0/+pots/rt/ca/+translate

Thomas

From falcone at bestpractical.com  Wed Feb 22 12:26:35 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 22 Feb 2012 12:26:35 -0500
Subject: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make
 HTML::Mason
In-Reply-To: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932DF@mov-srv-central>
References: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932CD@mov-srv-central>
	<20120221194002.GO96259@jibsheet.com>
	<81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932DF@mov-srv-central>
Message-ID: <20120222172635.GR96259@jibsheet.com>

On Wed, Feb 22, 2012 at 08:58:02AM +0000, Walid Haider wrote:
> Thanks for your response.
> 
> Below is the full output of make fixdeps (and below that is the output of cpan HTML::Mason outside make fixdeps):
> [root at rt-test rt-4.0.5]# cpan HTML::Mason
>   '/usr/bin/perl Makefile.PL' returned status 512, won't make

Looks like a fascinating failure.

If you run

cpan
look HTML::Mason
ls
perl Makefile.PL

what does it show?

-kevin
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From falcone at bestpractical.com  Wed Feb 22 12:29:24 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 22 Feb 2012 12:29:24 -0500
Subject: [rt-users] 4.0.5 FastCGI nightmare
In-Reply-To: <4F450368.9000805@kickflop.net>
References: <4F4449A3.8040701@kickflop.net>
	<20120222024322.GQ96259@jibsheet.com>
	<4F450368.9000805@kickflop.net>
Message-ID: <20120222172924.GS96259@jibsheet.com>

On Wed, Feb 22, 2012 at 10:02:00AM -0500, Jeff Blaine wrote:
> On 2/21/2012 9:43 PM, Kevin Falcone wrote:
> >sudo -u apache plackup --server FCGI /var/www/fcgi/rt-server.fcgi
> 
> Works fine:
> 
> FastCGI: manager (pid 21688): initialized
> FastCGI: server (pid 21691): initialized
> FastCGI: manager (pid 21688): server (pid 21691) started
> ^C
> 
> Apache still just sits there spinning its wheels when hit
> by browser.

This is long before your browser comes into it.
This is apache failing to start the rt fastcgi server.

Try having RT log to a logfile other than Apache (syslog or it's own
file) and see if you can coax an error out of it.

You may also be able to get something if you turn up the apache
loglevel.  Unfortunately the error you posted originally is just
apache saying "something went wrong, I'll wait 30 seconds and try
again" and the error is either right before that in the logs, or was
eaten.

-kevin
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From falcone at bestpractical.com  Wed Feb 22 12:32:38 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 22 Feb 2012 12:32:38 -0500
Subject: [rt-users] No recipients found. Not sending.
In-Reply-To: <CABkr5yPnb6G3rbBw6aSKZCDHHm2yJTcROxyCuM3nN_BgH_VvTQ@mail.gmail.com>
References: <CABkr5yPnb6G3rbBw6aSKZCDHHm2yJTcROxyCuM3nN_BgH_VvTQ@mail.gmail.com>
Message-ID: <20120222173238.GT96259@jibsheet.com>

On Wed, Feb 22, 2012 at 10:23:41AM +0200, Bruce Blacklaws wrote:
> Anyone know what causes this and how to fix it? I've added individual
> user accounts and groups as queue "watches" but they do not receive
> the notification email messages when a new ticket arrives. I enabled
> logging and found...

What kind of Watchers are they?  The Scrip you're quoting is looking
for AdminCcs (assuming a standard RT install).

> [Wed Feb 22 08:19:04 2012] [info]:
> <rt-4.0.1-18896-1329898744-768.58-4-0 at ThoughtExpress> No recipients
> found. Not sending.
> (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:352)

-kevin
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From senior.unix at gmail.com  Wed Feb 22 12:43:19 2012
From: senior.unix at gmail.com (UnixMan)
Date: Wed, 22 Feb 2012 09:43:19 -0800 (PST)
Subject: [rt-users]  RT 4.0.5 AT 2.0 enable "Asset Import"
Message-ID: <33372611.post@talk.nabble.com>

How do I enable "Asset Import" within Asset Tracker ? 

I found the html file that has this functionality at :
/$RT_HOME/local/plugins/RTx-AssetTracker/html/AssetTracker/Tools/Import.html
but can't find it anywhere I've looked within RT.

Any and help is always appreciated,
Thanks,
Scott
-- 
View this message in context: http://old.nabble.com/RT-4.0.5-AT-2.0-enable-%22Asset-Import%22-tp33372611p33372611.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

From trs at bestpractical.com  Wed Feb 22 13:18:59 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 22 Feb 2012 13:18:59 -0500
Subject: [rt-users] Add Cc and Mail ticket with RT ident
In-Reply-To: <4F4529DB.4000908@upp.cz>
References: <4F44CFB7.3040503@upp.cz> <4F4500E5.5060302@bestpractical.com>
	<4F4529DB.4000908@upp.cz>
Message-ID: <4F453193.8040608@bestpractical.com>

Please keep replies on the list.

On 02/22/2012 12:46 PM, Radek Svoboda wrote:
> Thanks for quick response,
>  unfortunately,  RT::Extension::CommandByMail is incompatible with my
> favorite email address
> support+take-correspond-resolve at server.domain.cz :-)

I don't know how that email address is setup, so I don't know why it's
incompatible with CommandByMail.  CommandByMail works on the body of a
message, and you said you wanted the AddCc: functionality for ticket create.

Thomas

From bwiese at ElementPS.com  Wed Feb 22 13:17:54 2012
From: bwiese at ElementPS.com (Brent Wiese)
Date: Wed, 22 Feb 2012 11:17:54 -0700
Subject: [rt-users] Username and email address template is sent to
Message-ID: <7ECD0C8955ADE149B95716B364B4D58F26CFCE420A@EXCCR01.eps.local>

I'm trying to find out how to print the username and email address of the person a template is being email to.

So, for example, when you comment on a ticket, I want to add the following into the template:

"This email was sent to Joe Blow (jblow at nowhere.com<mailto:jblow at nowhere.com>)."

Thanks,
Brent
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From me at payam124.com  Wed Feb 22 13:38:46 2012
From: me at payam124.com (Payam Poursaied)
Date: Wed, 22 Feb 2012 22:08:46 +0330
Subject: [rt-users] Add Cc and Mail ticket with RT ident
In-Reply-To: <4F44CFB7.3040503@upp.cz>
References: <4F44CFB7.3040503@upp.cz>
Message-ID: <CAJZV+ArKfS3OQ1-jUzPsp0gSBaDwOhR+2DqpfXbbaDPXYf3MSw@mail.gmail.com>

On Wednesday, February 22, 2012, Radek Svoboda wrote:

> Hi,
> We use email for creating new tickets. When I send message to RT with CC
>  to user,  the Cc-ed user is CC of the ticket, but the mail get from me
> (and his reply to me too). But I need, the reply comms to RT.  Is the way,
> how to send mail to Cc-ed user via RT directly ?
>
>
Hi Radek
We had almost such situation in our system and we solved it some how by
change our approaches.

Suppose i want to create a ticket and include someone in the loop. First i
send an email with only subject to RT. then when i get the auto respond of
ticket creatin, then i will put the main content and reply it to RT and
include those who should be in the loop.

It is also expected that when any one in the loop intend to reply, use
reply to all.
In this case, althogh the cc people still receive emails directly fro the
sender, but tracking would be added to the ticket
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From kenn.crocker at gmail.com  Wed Feb 22 13:40:29 2012
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Wed, 22 Feb 2012 10:40:29 -0800
Subject: [rt-users] Add Cc and Mail ticket with RT ident
In-Reply-To: <4F44CFB7.3040503@upp.cz>
References: <4F44CFB7.3040503@upp.cz>
Message-ID: <CAOtpkagryJmPHkchmh3md5CrCDywCGGaAS4F0y0rUKUWWiASOw@mail.gmail.com>

Radek,

If I understand your question, you want to know how to add a person as a
permanent CC get a person on an email to RT when the ticket is first
created?

I believe there is a scrip for this in the RT wiki. I copied it myself
awhile back.

It takes all the Cc's on an email during ticket creation and adds them to
the TICKET Cc list. You can also make this work for future correspondence
by cloning that scrip and changing the Condition to "On Correspond" with a
check to see if the person already exists as a Cc.

On the other hand, if I did not understand your question correctly, then I
need to understand it better.

Hope this helps.

Kenn

On Wed, Feb 22, 2012 at 3:21 AM, Radek Svoboda <radek.svoboda at upp.cz> wrote:

> Hi,
> We use email for creating new tickets. When I send message to RT with CC
>  to user,  the Cc-ed user is CC of the ticket, but the mail get from me
> (and his reply to me too). But I need, the reply comms to RT.  Is the way,
> how to send mail to Cc-ed user via RT directly ?
>
> I made scrip OnCreateAddCc, which parse Set-Cc from message body and add
> Cc to ticket, but I don't know, how set the first message to newly added Cc.
> Do you Have pleasy any solution ?
> Radek
>
> --------
> RT Training Sessions (http://bestpractical.com/**services/training.html<http://bestpractical.com/services/training.html>
> )
> * Boston  March 5 & 6, 2012
>
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From kenn.crocker at gmail.com  Wed Feb 22 13:46:00 2012
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Wed, 22 Feb 2012 10:46:00 -0800
Subject: [rt-users] SelfService and ticket submission via Mail
In-Reply-To: <20120221154252.GA74773@jibsheet.com>
References: <84E70F84D007E14BBD13A402719AF27C15872D74@SN2PRD0102MB153.prod.exchangelabs.com>
	<CAOtpkaiO8GZmR2cT72Pz31mwRqLQJfw5+8Ss3++vODhDiZ1R7g@mail.gmail.com>
	<20120217023129.GH96259@jibsheet.com>
	<CAOtpkagb8Zd5V8JLOHu79Ma47Q=XfSYBMZRSZg-UOpg6OJUZ+g@mail.gmail.com>
	<20120221154252.GA74773@jibsheet.com>
Message-ID: <CAOtpkahoqMe2zcz9NgwaRGWRcrXhJPmTVei6o00enNi6wheD3g@mail.gmail.com>

Kevin,

Thank you and I think in the future, my "help" would be better received if
I READ the *whole *question FIRST!!

I've guess I've been too busy writing/editting that ^#%^ RT Guide and I was
just tired of reading (LOL).

Ha Ha.

Anyway, thank YOU for all your help.

Kenn

On Tue, Feb 21, 2012 at 7:42 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> No worries Kenn, we appreciate you helping out the other RT Users.
> In this case your answer just provided a good jumping off point for
> the user's question.
>
> -kevin
>
> On Fri, Feb 17, 2012 at 10:54:37PM -0800, Kenneth Crocker wrote:
> >    Yes. Sometimes I forget myself. Sorry for that oversight.
> >
> >    On Thu, Feb 16, 2012 at 6:31 PM, Kevin Falcone <[1]
> falcone at bestpractical.com> wrote:
> >
> >      On Thu, Feb 16, 2012 at 05:08:27PM -0800, Kenneth Crocker wrote:
> >      > I would recommend making them all privileged so you cab put them
> in groups (like staff,
> >      > students, etc.) with similar access needs.
> >
> >      Kenn - this ignores one of the most useful features of RT for
> >      non-technical users - the SelfService interface where all they see
> are
> >      their tickets in a greatly simplified interface.
> >
> >      Van - I assume you mean your LDAP RTUsers group?
> >      You'll either need to remove the RTUsers group restriction on
> >      RT-Authen-ExternalAuth or add users to it.
> >      -kevin
> >      > On Thu, Feb 16, 2012 at 3:23 PM, Howell, Van <[1][2]
> van.howell at lcu.edu> wrote:
> >      >
> >      > I am using LDAP authentication.
> >      >
> >      > I have about 2000 users in Faculty, Staff, Student and Distance
> Ed groups.
> >      >
> >      > I want them to be able to submit tickets via email and check
> progress using self service.
> >      >
> >      > Do they each have to be a member of my RTUsers group to do this?
>
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From trs at bestpractical.com  Wed Feb 22 13:50:33 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 22 Feb 2012 13:50:33 -0500
Subject: [rt-users] Add Cc and Mail ticket with RT ident
In-Reply-To: <CAOtpkagryJmPHkchmh3md5CrCDywCGGaAS4F0y0rUKUWWiASOw@mail.gmail.com>
References: <4F44CFB7.3040503@upp.cz>
	<CAOtpkagryJmPHkchmh3md5CrCDywCGGaAS4F0y0rUKUWWiASOw@mail.gmail.com>
Message-ID: <4F4538F9.30707@bestpractical.com>

On 02/22/2012 01:40 PM, Kenneth Crocker wrote:
> If I understand your question, you want to know how to add a person as a
> permanent CC get a person on an email to RT when the ticket is first
> created?
> 
> I believe there is a scrip for this in the RT wiki. I copied it myself
> awhile back.
> 
> It takes all the Cc's on an email during ticket creation and adds them
> to the TICKET Cc list. You can also make this work for future
> correspondence by cloning that scrip and changing the Condition to "On
> Correspond" with a check to see if the person already exists as a Cc.

I don't think it's quite what he wants, but that behaviour is core with
the $ParseNewMessagesForTicketCcs option.

Thomas

From trs at bestpractical.com  Wed Feb 22 13:55:58 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 22 Feb 2012 13:55:58 -0500
Subject: [rt-users] Add Cc and Mail ticket with RT ident
In-Reply-To: <4F45373D.2060909@upp.cz>
References: <4F44CFB7.3040503@upp.cz> <4F4500E5.5060302@bestpractical.com>
	<4F4529DB.4000908@upp.cz> <4F453193.8040608@bestpractical.com>
	<4F45373D.2060909@upp.cz>
Message-ID: <4F453A3E.9040207@bestpractical.com>

Radek: Keep replies on the list!

On 02/22/2012 01:43 PM, Radek Svoboda wrote:
> Problem is with enabled UnsafeEmailCommands, thats have to be enabled
> for take and resolve command from mail address
> (information from
> http://search.cpan.org/dist/RT-Extension-CommandByMail/lib/RT/Extension/CommandByMail.pm)

Ah, yes.

> I made tests with on create scrip
> ---
> my $AttachObj = $self->TransactionObj->Attachments->First;
> 
> my $content = $AttachObj->Content;
> if ( $content =~ s/^\Qaddcc:\E\s*(\S+)\s*$//im ) {
>   $self->TicketObj->AddWatcher( Type => "Cc",Email => "$1");
> }

This is very dangerous as implemented since it lets _anyone_ (like me!)
start getting mail about tickets.

> # silently overwrite attachment content
> $AttachObj->__Set( Field => 'Content', Value => $content );
> 1;
> ----------
> On create new ticket - rt create ticket, send mail to AdminCC and add
> new CC in this order

Yes, your new scrip probably runs after the scrips that send out mail.
You'd need to make sure it runs before.  CommandByMail runs at an
entirely different level than scrips, which is how it works.

Thomas

From jblaine at kickflop.net  Wed Feb 22 13:59:13 2012
From: jblaine at kickflop.net (Jeff Blaine)
Date: Wed, 22 Feb 2012 13:59:13 -0500
Subject: [rt-users] 4.0.5 FastCGI nightmare
In-Reply-To: <20120222172924.GS96259@jibsheet.com>
References: <4F4449A3.8040701@kickflop.net>
	<20120222024322.GQ96259@jibsheet.com>
	<4F450368.9000805@kickflop.net>
	<20120222172924.GS96259@jibsheet.com>
Message-ID: <4F453B01.7060300@kickflop.net>

Apache "LogLevel debug" showed that mason_data could not
be written to as user 'rt' (it was apache:apache 770)

cd mason_data
rm -rf *
chgrp rt .
service httpd restart

Win.  Well, insofar as using FastCGI via suexec can be
considered a win.

Thank you for the help.

Now then -- before I go bothering, would additional
info in docs/web_deployment.pod be welcomed?

From kenn.crocker at gmail.com  Wed Feb 22 14:15:09 2012
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Wed, 22 Feb 2012 11:15:09 -0800
Subject: [rt-users] Add Cc and Mail ticket with RT ident
In-Reply-To: <4F4538F9.30707@bestpractical.com>
References: <4F44CFB7.3040503@upp.cz>
	<CAOtpkagryJmPHkchmh3md5CrCDywCGGaAS4F0y0rUKUWWiASOw@mail.gmail.com>
	<4F4538F9.30707@bestpractical.com>
Message-ID: <CAOtpkahWfKdk51jTjcwSiw7sFU+e4dpxvMjvvKSSVdgw17OSSA@mail.gmail.com>

Thomas,

Yep, that sounds like it. Like I said, i wasn't sure I understood him
correctly.

Kenn

On Wed, Feb 22, 2012 at 10:50 AM, Thomas Sibley <trs at bestpractical.com>wrote:

> On 02/22/2012 01:40 PM, Kenneth Crocker wrote:
> > If I understand your question, you want to know how to add a person as a
> > permanent CC get a person on an email to RT when the ticket is first
> > created?
> >
> > I believe there is a scrip for this in the RT wiki. I copied it myself
> > awhile back.
> >
> > It takes all the Cc's on an email during ticket creation and adds them
> > to the TICKET Cc list. You can also make this work for future
> > correspondence by cloning that scrip and changing the Condition to "On
> > Correspond" with a check to see if the person already exists as a Cc.
>
> I don't think it's quite what he wants, but that behaviour is core with
> the $ParseNewMessagesForTicketCcs option.
>
> Thomas
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
>
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From ruz at bestpractical.com  Wed Feb 22 14:16:29 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 22 Feb 2012 23:16:29 +0400
Subject: [rt-users] Username and email address template is sent to
In-Reply-To: <7ECD0C8955ADE149B95716B364B4D58F26CFCE420A@EXCCR01.eps.local>
References: <7ECD0C8955ADE149B95716B364B4D58F26CFCE420A@EXCCR01.eps.local>
Message-ID: <CAMOxC8vE_bNrwLkgAYzO-oHZP9QfX3Fc99rWkBbHqApdc5=MMA@mail.gmail.com>

On Wed, Feb 22, 2012 at 22:17, Brent Wiese <bwiese at elementps.com> wrote:
> I?m trying to find out how to print the username and email address of the
> person a template is being email to.
>
>
>
> So, for example, when you comment on a ticket, I want to add the following
> into the template:
>
>
>
> ?This email was sent to Joe Blow (jblow at nowhere.com).?
>

Templates don't have access to this info in stock RT. It's easy to
adjust. Patch the following lines in lib/RT/Action/SendEmail.pm:

151 sub Prepare {
 152     my $self = shift;
 153
 154     my ( $result, $message ) = $self->TemplateObj->Parse(
 155         Argument       => $self->Argument,
 156         TicketObj      => $self->TicketObj,
 157         TransactionObj => $self->TransactionObj,
                ScripObj               => $self,
 158     );

Above change allows you to access $ScripObj in templates. See
lib/RT/Action/Notify.pm to understand how recipients are storred in
the object.

Note that template itself can add recipients. Also, note that
RemoveInappropriateRecipients and other filters that may drop
recipients or delay delivery are called later. So information you add
to an email may mismatch reality.

> Thanks,
>
> Brent
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

-- 
Best regards, Ruslan.

From ruz at bestpractical.com  Wed Feb 22 14:28:48 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 22 Feb 2012 23:28:48 +0400
Subject: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make
	HTML::Mason
In-Reply-To: <20120222172635.GR96259@jibsheet.com>
References: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932CD@mov-srv-central>
	<20120221194002.GO96259@jibsheet.com>
	<81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932DF@mov-srv-central>
	<20120222172635.GR96259@jibsheet.com>
Message-ID: <CAMOxC8veHLf80jJy8aAwEQMaRoONnMzoc2TzjrymgHEg8KRnOQ@mail.gmail.com>

Hi,

HTML::Mason uses Module::Build::Compat that may be responsible.

On Wed, Feb 22, 2012 at 21:26, Kevin Falcone <falcone at bestpractical.com> wrote:
> On Wed, Feb 22, 2012 at 08:58:02AM +0000, Walid Haider wrote:
>> Thanks for your response.
>>
>> Below is the full output of make fixdeps (and below that is the output of cpan HTML::Mason outside make fixdeps):
>> [root at rt-test rt-4.0.5]# cpan HTML::Mason
>> ? '/usr/bin/perl Makefile.PL' returned status 512, won't make
>
> Looks like a fascinating failure.
>
> If you run
>
> cpan
> look HTML::Mason
> ls
> perl Makefile.PL
>
> what does it show?
>
> -kevin
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

-- 
Best regards, Ruslan.

From ruz at bestpractical.com  Wed Feb 22 15:30:03 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 23 Feb 2012 00:30:03 +0400
Subject: [rt-users] Running 3.8.11 and 4.0.5 on the same box?
In-Reply-To: <4F441497.9030201@kickflop.net>
References: <4F429C95.4050409@kickflop.net>
	<4F441497.9030201@kickflop.net>
Message-ID: <CAMOxC8v_423miQxiZFmc06QE4+f=U_5WMmTTq-j44BpPqoXkNg@mail.gmail.com>

On Wed, Feb 22, 2012 at 02:03, Jeff Blaine <jblaine at kickflop.net> wrote:
> So, if I build my own separate Perl for RT 4.0.5,
> how do I make Red Hat's mod_perl 2 use *that* Perl?
>
> Seems like a very dark and long rabbit hole...

Do you really need apache/mod_perl for testing? Use rt-server that
forks in RT 4.0 and can serve multiple clients unlike standalone
server in RT 3.8.

> On 2/20/2012 2:18 PM, Jeff Blaine wrote:
>>
>> We want to install 4.0.5 alongside our working 3.8.11
>> setup, and keep 3.8.11 working while some folks check
>> out 4.0.5.
>>
>> Does anyone know if the deps for 4.0.5 will screw up
>> a running 3.8.10 instance?
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From ruz at bestpractical.com  Wed Feb 22 15:48:59 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 23 Feb 2012 00:48:59 +0400
Subject: [rt-users] GnuPG problems with message decryption
In-Reply-To: <4F43BECA.7070908@ics.muni.cz>
References: <4F43BECA.7070908@ics.muni.cz>
Message-ID: <CAMOxC8u8f5YYkLXnH6iACRZ1p0PFQKGxsgQw_3Ox_WjgbCiUdg@mail.gmail.com>

On Tue, Feb 21, 2012 at 19:56, Martin Drasar <drasar at ics.muni.cz> wrote:
> Hello,
>
> I have a question for anyone experienced with using gpg with gpg agent.
>
> My situation is as follows:
> - I have configured the RT and GPG according to this manual:
> http://wiki.rediris.es/rtirwg/Public_GPGConfig
> - The RT is able to verify signatures on incoming mail and is able to
> sign mails
> - It is however not able to decrypt incoming mails, which is strange
> considering the signing and the decryption are practically identical
> processes
>
> I have this in the log:
>> [Tue Feb 21 15:34:09 2012] [debug]: Found encrypted inline part (/home/RT/RT-4.0.5/sbin/../lib/RT/Crypt/GnuPG.pm:906)
>> [Tue Feb 21 15:34:09 2012] [debug]: [GNUPG:] ENC_TO 26B34A0AE44C6E92 1 0
>> [GNUPG:] USERID_HINT 26B34A0AE44C6E92 CSIRT-MU DEVEL <rt at rt-devel.ics.muni.cz>
>> [GNUPG:] NEED_PASSPHRASE 26B34A0AE44C6E92 023D741AB8EF2A3A 1 0
>> [GNUPG:] MISSING_PASSPHRASE
>> [GNUPG:] BAD_PASSPHRASE 26B34A0AE44C6E92
>> [GNUPG:] ENC_TO 110B534B28C8D875 1 0
>> [GNUPG:] NO_SECKEY 110B534B28C8D875
>> [GNUPG:] BEGIN_DECRYPTION
>> [GNUPG:] DECRYPTION_FAILED
>> [GNUPG:] END_DECRYPTION (/home/RT/RT-4.0.5/sbin/../lib/RT/Crypt/GnuPG.pm:1417)
>> [Tue Feb 21 15:34:09 2012] [error]: gpg: cancelled by user
>> gpg: encrypted with 2048-bit RSA key, ID 28C8D875, created 2010-12-30
>> ? ? ? "Martin Drasar <drasar at ics.muni.cz>"
>> gpg: encrypted with 2048-bit RSA key, ID E44C6E92, created 2012-02-21
>> ? ? ? "CSIRT-MU DEVEL <rt at rt-devel.ics.muni.cz>"
>> gpg: public key decryption failed: bad passphrase
>> gpg: decryption failed: secret key not available (/home/RT/RT-4.0.5/sbin/../lib/RT/Crypt/GnuPG.pm:1419)
>> [Tue Feb 21 15:34:09 2012] [debug]: Found GnuPG protected parts (/home/RT/RT-4.0.5/sbin/../lib/RT/Interface/Email/Auth/GnuPG.pm:240)
>> [Tue Feb 21 15:34:09 2012] [debug]: Error during verify/decrypt operation (/home/RT/RT-4.0.5/sbin/../lib/RT/Interface/Email/Auth/GnuPG.pm:244)
>> [Tue Feb 21 15:34:09 2012] [error]: Had a problem during decrypting and verifying (/home/RT/RT-4.0.5/sbin/../lib/RT/Interface/Email/Auth/GnuPG.pm:102)
>
> This is happening with RT-4.0.5 as well as 3.8.7.
>
> Any thoughts?

Have you read the log? It's pretty clear. Message is encrypted for two
recipients. You have required key in the keyring, but you didn't
provide passphrase. You either use passphraseless keys, use gpg-agent
or set passphrase in RT config.

> Thank you,
> Martin
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From ruz at bestpractical.com  Wed Feb 22 15:57:21 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 23 Feb 2012 00:57:21 +0400
Subject: [rt-users] Searching on Custom Fields
In-Reply-To: <Pine.LNX.4.64.1202210841230.29633@wildcat.kelman.com>
References: <Pine.LNX.4.64.1202171600520.29633@wildcat.kelman.com>
	<CAMOxC8tRJECHhkpd9TaQTWEGz89g8YhjsXcnSCbKY8Wq1-vWsw@mail.gmail.com>
	<Pine.LNX.4.64.1202210841230.29633@wildcat.kelman.com>
Message-ID: <CAMOxC8tjJbWB__TGumW5nc-31FO7PjEW3CtBxwhNV-Sivw6oCQ@mail.gmail.com>

Hi,

Do you test query builder as root or jasonm?

On Tue, Feb 21, 2012 at 20:36, Jason Marshall <jasonm at kelman.com> wrote:
> 1. ?http://scrambling.ca/crap/rt-users_1_list-of-cfs.png shows the list of
> cf's associated with this queue (Systems).
>
> 2. ?http://scrambling.ca/crap/rt-users_2_show-two-cfs.png shows a random
> ticket's CF's (ticket is in Systems queue).
>
> 3. ?http://scrambling.ca/crap/rt-users_3_query-builder.png shows the query
> builder after specifying the Queue='Systems'. ?Note that IT Category shows
> up, but Center does not.
>
> 4. ?http://scrambling.ca/crap/rt-users_4_it-category-config.png IT Category
> config.
>
> 5. ?http://scrambling.ca/crap/rt-users_5_it-category-appliesto.png IT
> Category applies-to list.
>
> 6. ?http://scrambling.ca/crap/rt-users_6_center-config.png Center config.
>
> 7. ?http://scrambling.ca/crap/rt-users_7_center-applies-to.png Center
> applies-to.
>
> Let me know if it would be helpful to see any other stuff! ?Thanks all!
>
>
>
>
>> A few screenshots would be helpful to better understand situation and
>> try to reproduce.
>>
>>
>> On Sat, Feb 18, 2012 at 03:06, Jason Marshall <jasonm at kelman.com> wrote:
>>>
>>> Hi all, I looked through the archives as best I could and didn't see
>>> anything specifically about this issue.
>>>
>>> RT 3.8.8
>>>
>>> I've got a queue with 2 custom fields associated with it (they're not
>>> global
>>> custom fields).
>>>
>>> Click on Tickets, then New Search.
>>>
>>> Select the queue, and hit Add These Terms, and one of the two custom
>>> fields
>>> shows up in the Add Criteria section, but not both.
>>>
>>> Smells like a bug. ?Anyone know if this works right in a later 3.x
>>> release?
>>> ?Or is this happening only to me?
>>>
>>> Thanks in advance!
>>>
>>> ---
>>> Jason Marshall
>>> IT Manager
>>> Kelman Data Management
>>> --------
>>> RT Training Sessions (http://bestpractical.com/services/training.html)
>>> * Boston ?March 5 & 6, 2012
>>
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>>
>
> ---
> Jason Marshall
> IT Manager
> Kelman Data Management
> 403.294.7557

-- 
Best regards, Ruslan.

From jasonm at kelman.com  Wed Feb 22 16:11:02 2012
From: jasonm at kelman.com (Jason Marshall)
Date: Wed, 22 Feb 2012 14:11:02 -0700 (MST)
Subject: [rt-users] Searching on Custom Fields
In-Reply-To: <CAMOxC8tjJbWB__TGumW5nc-31FO7PjEW3CtBxwhNV-Sivw6oCQ@mail.gmail.com>
References: <Pine.LNX.4.64.1202171600520.29633@wildcat.kelman.com>
	<CAMOxC8tRJECHhkpd9TaQTWEGz89g8YhjsXcnSCbKY8Wq1-vWsw@mail.gmail.com>
	<Pine.LNX.4.64.1202210841230.29633@wildcat.kelman.com>
	<CAMOxC8tjJbWB__TGumW5nc-31FO7PjEW3CtBxwhNV-Sivw6oCQ@mail.gmail.com>
Message-ID: <Pine.LNX.4.64.1202221410490.29633@wildcat.kelman.com>

I did all my testing as jasonm and one other non-root user.  Shall I try 
it as root?

> Do you test query builder as root or jasonm?
>
> On Tue, Feb 21, 2012 at 20:36, Jason Marshall <jasonm at kelman.com> wrote:
>> 1. ?http://scrambling.ca/crap/rt-users_1_list-of-cfs.png shows the list of
>> cf's associated with this queue (Systems).
>>
>> 2. ?http://scrambling.ca/crap/rt-users_2_show-two-cfs.png shows a random
>> ticket's CF's (ticket is in Systems queue).
>>
>> 3. ?http://scrambling.ca/crap/rt-users_3_query-builder.png shows the query
>> builder after specifying the Queue='Systems'. ?Note that IT Category shows
>> up, but Center does not.
>>
>> 4. ?http://scrambling.ca/crap/rt-users_4_it-category-config.png IT Category
>> config.
>>
>> 5. ?http://scrambling.ca/crap/rt-users_5_it-category-appliesto.png IT
>> Category applies-to list.
>>
>> 6. ?http://scrambling.ca/crap/rt-users_6_center-config.png Center config.
>>
>> 7. ?http://scrambling.ca/crap/rt-users_7_center-applies-to.png Center
>> applies-to.
>>
>> Let me know if it would be helpful to see any other stuff! ?Thanks all!
>>
>>
>>
>>
>>> A few screenshots would be helpful to better understand situation and
>>> try to reproduce.
>>>
>>>
>>> On Sat, Feb 18, 2012 at 03:06, Jason Marshall <jasonm at kelman.com> wrote:
>>>>
>>>> Hi all, I looked through the archives as best I could and didn't see
>>>> anything specifically about this issue.
>>>>
>>>> RT 3.8.8
>>>>
>>>> I've got a queue with 2 custom fields associated with it (they're not
>>>> global
>>>> custom fields).
>>>>
>>>> Click on Tickets, then New Search.
>>>>
>>>> Select the queue, and hit Add These Terms, and one of the two custom
>>>> fields
>>>> shows up in the Add Criteria section, but not both.
>>>>
>>>> Smells like a bug. ?Anyone know if this works right in a later 3.x
>>>> release?
>>>> ?Or is this happening only to me?
>>>>
>>>> Thanks in advance!
>>>>
>>>> ---
>>>> Jason Marshall
>>>> IT Manager
>>>> Kelman Data Management
>>>> --------
>>>> RT Training Sessions (http://bestpractical.com/services/training.html)
>>>> * Boston ?March 5 & 6, 2012
>>>
>>>
>>>
>>>
>>> --
>>> Best regards, Ruslan.
>>>
>>>
>>
>> ---
>> Jason Marshall
>> IT Manager
>> Kelman Data Management
>> 403.294.7557
>
>
>
> -- 
> Best regards, Ruslan.
>
>

---
Jason Marshall
IT Manager
Kelman Data Management
403.294.7557

From jasonm at kelman.com  Wed Feb 22 16:11:51 2012
From: jasonm at kelman.com (Jason Marshall)
Date: Wed, 22 Feb 2012 14:11:51 -0700 (MST)
Subject: [rt-users] Searching on Custom Fields
In-Reply-To: <CAMOxC8tjJbWB__TGumW5nc-31FO7PjEW3CtBxwhNV-Sivw6oCQ@mail.gmail.com>
References: <Pine.LNX.4.64.1202171600520.29633@wildcat.kelman.com>
	<CAMOxC8tRJECHhkpd9TaQTWEGz89g8YhjsXcnSCbKY8Wq1-vWsw@mail.gmail.com>
	<Pine.LNX.4.64.1202210841230.29633@wildcat.kelman.com>
	<CAMOxC8tjJbWB__TGumW5nc-31FO7PjEW3CtBxwhNV-Sivw6oCQ@mail.gmail.com>
Message-ID: <Pine.LNX.4.64.1202221411390.29633@wildcat.kelman.com>

Hey!  It works like it should as root!

> Do you test query builder as root or jasonm?
>
> On Tue, Feb 21, 2012 at 20:36, Jason Marshall <jasonm at kelman.com> wrote:
>> 1. ?http://scrambling.ca/crap/rt-users_1_list-of-cfs.png shows the list of
>> cf's associated with this queue (Systems).
>>
>> 2. ?http://scrambling.ca/crap/rt-users_2_show-two-cfs.png shows a random
>> ticket's CF's (ticket is in Systems queue).
>>
>> 3. ?http://scrambling.ca/crap/rt-users_3_query-builder.png shows the query
>> builder after specifying the Queue='Systems'. ?Note that IT Category shows
>> up, but Center does not.
>>
>> 4. ?http://scrambling.ca/crap/rt-users_4_it-category-config.png IT Category
>> config.
>>
>> 5. ?http://scrambling.ca/crap/rt-users_5_it-category-appliesto.png IT
>> Category applies-to list.
>>
>> 6. ?http://scrambling.ca/crap/rt-users_6_center-config.png Center config.
>>
>> 7. ?http://scrambling.ca/crap/rt-users_7_center-applies-to.png Center
>> applies-to.
>>
>> Let me know if it would be helpful to see any other stuff! ?Thanks all!
>>
>>
>>
>>
>>> A few screenshots would be helpful to better understand situation and
>>> try to reproduce.
>>>
>>>
>>> On Sat, Feb 18, 2012 at 03:06, Jason Marshall <jasonm at kelman.com> wrote:
>>>>
>>>> Hi all, I looked through the archives as best I could and didn't see
>>>> anything specifically about this issue.
>>>>
>>>> RT 3.8.8
>>>>
>>>> I've got a queue with 2 custom fields associated with it (they're not
>>>> global
>>>> custom fields).
>>>>
>>>> Click on Tickets, then New Search.
>>>>
>>>> Select the queue, and hit Add These Terms, and one of the two custom
>>>> fields
>>>> shows up in the Add Criteria section, but not both.
>>>>
>>>> Smells like a bug. ?Anyone know if this works right in a later 3.x
>>>> release?
>>>> ?Or is this happening only to me?
>>>>
>>>> Thanks in advance!
>>>>
>>>> ---
>>>> Jason Marshall
>>>> IT Manager
>>>> Kelman Data Management
>>>> --------
>>>> RT Training Sessions (http://bestpractical.com/services/training.html)
>>>> * Boston ?March 5 & 6, 2012
>>>
>>>
>>>
>>>
>>> --
>>> Best regards, Ruslan.
>>>
>>>
>>
>> ---
>> Jason Marshall
>> IT Manager
>> Kelman Data Management
>> 403.294.7557
>
>
>
> -- 
> Best regards, Ruslan.
>
>

---
Jason Marshall
IT Manager
Kelman Data Management
403.294.7557

From escort146 at gmail.com  Wed Feb 22 23:18:30 2012
From: escort146 at gmail.com (Pattabi Prasanna)
Date: Thu, 23 Feb 2012 09:48:30 +0530
Subject: [rt-users] Search Tickets which have met SLA
Message-ID: <CAHY2KhReL4Os8jMVuQhthBsceKqPA3XQppQRhd42b0-ikddG9g@mail.gmail.com>

Hi
     i have installed the SLA plugin, it works fine, Starts and Due
date are being set as per the ServiceAgreement setting.  I want to
query the tickets which have met the SLA for example Critical SLA
Value has 4 hours response time, to search tickets which are resolved
within this 4 hours.  What will be query,

Thanks in Advance,
P. Prasanna

From bruce at thoughtexpress.com  Thu Feb 23 01:23:51 2012
From: bruce at thoughtexpress.com (Bruce Blacklaws)
Date: Thu, 23 Feb 2012 08:23:51 +0200
Subject: [rt-users] No recipients found. Not sending.
In-Reply-To: <20120222173238.GT96259@jibsheet.com>
References: <CABkr5yPnb6G3rbBw6aSKZCDHHm2yJTcROxyCuM3nN_BgH_VvTQ@mail.gmail.com>
	<20120222173238.GT96259@jibsheet.com>
Message-ID: <CABkr5yPdhZfTuE91xOABuPtkBkXX1Gtd0e=qV-T5pJr7peJdaQ@mail.gmail.com>

I've tried both AdminCC and CC... nothing works.

On Wed, Feb 22, 2012 at 7:32 PM, Kevin Falcone
<falcone at bestpractical.com> wrote:
> On Wed, Feb 22, 2012 at 10:23:41AM +0200, Bruce Blacklaws wrote:
>> Anyone know what causes this and how to fix it? I've added individual
>> user accounts and groups as queue "watches" but they do not receive
>> the notification email messages when a new ticket arrives. I enabled
>> logging and found...
>
> What kind of Watchers are they? ?The Scrip you're quoting is looking
> for AdminCcs (assuming a standard RT install).
>
>> [Wed Feb 22 08:19:04 2012] [info]:
>> <rt-4.0.1-18896-1329898744-768.58-4-0 at ThoughtExpress> No recipients
>> found. Not sending.
>> (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:352)
>
> -kevin
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

From drasar at ics.muni.cz  Thu Feb 23 02:22:51 2012
From: drasar at ics.muni.cz (=?UTF-8?B?TWFydGluIERyYcWhYXI=?=)
Date: Thu, 23 Feb 2012 08:22:51 +0100
Subject: [rt-users] GnuPG problems with message decryption
In-Reply-To: <CAMOxC8u8f5YYkLXnH6iACRZ1p0PFQKGxsgQw_3Ox_WjgbCiUdg@mail.gmail.com>
References: <4F43BECA.7070908@ics.muni.cz>
	<CAMOxC8u8f5YYkLXnH6iACRZ1p0PFQKGxsgQw_3Ox_WjgbCiUdg@mail.gmail.com>
Message-ID: <4F45E94B.5050004@ics.muni.cz>

Dne 22.2.2012 21:48, Ruslan Zakirov napsal(a):
>> I have this in the log:
>>> [Tue Feb 21 15:34:09 2012] [debug]: Found encrypted inline part (/home/RT/RT-4.0.5/sbin/../lib/RT/Crypt/GnuPG.pm:906)
>>> [Tue Feb 21 15:34:09 2012] [debug]: [GNUPG:] ENC_TO 26B34A0AE44C6E92 1 0
>>> [GNUPG:] USERID_HINT 26B34A0AE44C6E92 CSIRT-MU DEVEL<rt at rt-devel.ics.muni.cz>
>>> [GNUPG:] NEED_PASSPHRASE 26B34A0AE44C6E92 023D741AB8EF2A3A 1 0
>>> [GNUPG:] MISSING_PASSPHRASE
>>> [GNUPG:] BAD_PASSPHRASE 26B34A0AE44C6E92
>>> [GNUPG:] ENC_TO 110B534B28C8D875 1 0
>>> [GNUPG:] NO_SECKEY 110B534B28C8D875
>>> [GNUPG:] BEGIN_DECRYPTION
>>> [GNUPG:] DECRYPTION_FAILED
>>> [GNUPG:] END_DECRYPTION (/home/RT/RT-4.0.5/sbin/../lib/RT/Crypt/GnuPG.pm:1417)
>>> [Tue Feb 21 15:34:09 2012] [error]: gpg: cancelled by user
>>> gpg: encrypted with 2048-bit RSA key, ID 28C8D875, created 2010-12-30
>>>        "Martin Drasar<drasar at ics.muni.cz>"
>>> gpg: encrypted with 2048-bit RSA key, ID E44C6E92, created 2012-02-21
>>>        "CSIRT-MU DEVEL<rt at rt-devel.ics.muni.cz>"
>>> gpg: public key decryption failed: bad passphrase
>>> gpg: decryption failed: secret key not available (/home/RT/RT-4.0.5/sbin/../lib/RT/Crypt/GnuPG.pm:1419)
>>> [Tue Feb 21 15:34:09 2012] [debug]: Found GnuPG protected parts (/home/RT/RT-4.0.5/sbin/../lib/RT/Interface/Email/Auth/GnuPG.pm:240)
>>> [Tue Feb 21 15:34:09 2012] [debug]: Error during verify/decrypt operation (/home/RT/RT-4.0.5/sbin/../lib/RT/Interface/Email/Auth/GnuPG.pm:244)
>>> [Tue Feb 21 15:34:09 2012] [error]: Had a problem during decrypting and verifying (/home/RT/RT-4.0.5/sbin/../lib/RT/Interface/Email/Auth/GnuPG.pm:102)
>>
>> This is happening with RT-4.0.5 as well as 3.8.7.
>>
>> Any thoughts?
>
> Have you read the log? It's pretty clear. Message is encrypted for two
> recipients. You have required key in the keyring, but you didn't
> provide passphrase. You either use passphraseless keys, use gpg-agent
> or set passphrase in RT config.
>

Hi, Ruslan,

I have definitely read the log. Several times...
As I have said, I am using the gpg-agent and in my configuration the 
gpg-agent happily provides a password for RT when signing the message 
(the same operation as decrypting) but fails in this case, i.e. there is 
some problem when retrieving the passphrase for decrypting purposes 
using gpg-agent. It can either be a configuration error or a bug - I 
will probably hunt it down someday no matter what it is, but it would 
help me to hear whether there is someone who actually has it working in 
a setup like mine.

Martin

From walid.haider at movensis.com  Thu Feb 23 03:48:47 2012
From: walid.haider at movensis.com (Walid Haider)
Date: Thu, 23 Feb 2012 08:48:47 +0000
Subject: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make
 HTML::Mason
In-Reply-To: <20120222172635.GR96259@jibsheet.com>
References: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932CD@mov-srv-central>
	<20120221194002.GO96259@jibsheet.com>
	<81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932DF@mov-srv-central>
	<20120222172635.GR96259@jibsheet.com>
Message-ID: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C709333E@mov-srv-central>

Hi Kevin,

Below is the result:

[root at rt-test rt-4.0.5]# cpan

cpan shell -- CPAN exploration and modules installation (v1.9800)
Enter 'h' for help.

cpan[1]> look HTML::Mason
CPAN: Storable loaded ok (v2.21)
Reading '/root/.cpan/Metadata'
  Database was generated on Tue, 21 Feb 2012 13:14:29 GMT
CPAN: LWP::UserAgent loaded ok (v5.834)
CPAN: Time::HiRes loaded ok (v1.9719)

I would like to connect to one of the following sites to get 'authors/01mailrc.txt.gz':

 http://www.perl.org/CPAN/
 ftp://ftp.perl.org/pub/CPAN/

Is it OK to try to connect to the Internet? [yes] yes
Fetching with LWP:
http://www.perl.org/CPAN/authors/01mailrc.txt.gz
CPAN: YAML loaded ok (v0.80)
Reading '/root/.cpan/sources/authors/01mailrc.txt.gz'
CPAN: Compress::Zlib loaded ok (v2.049)
Reading 93 yaml files from /root/.cpan/build/
DONE
Restored the state of none (in 1.1443 secs)
............................................................................DONE
Fetching with LWP:
http://www.perl.org/CPAN/modules/02packages.details.txt.gz
Reading '/root/.cpan/sources/modules/02packages.details.txt.gz'
  Database was generated on Thu, 23 Feb 2012 08:17:27 GMT
............................................................................DONE
Fetching with LWP:
http://www.perl.org/CPAN/modules/03modlist.data.gz
Reading '/root/.cpan/sources/modules/03modlist.data.gz'
............................................................................DONE
Writing /root/.cpan/Metadata
Running look for module 'HTML::Mason'

Trying to open a subshell in the build directory...
Directory '/root/.cpan/build/HTML-Mason-1.48-ygKQns' has gone. Cannot continue.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: quarta-feira, 22 de Fevereiro de 2012 17:27
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason

On Wed, Feb 22, 2012 at 08:58:02AM +0000, Walid Haider wrote:
> Thanks for your response.
> 
> Below is the full output of make fixdeps (and below that is the output of cpan HTML::Mason outside make fixdeps):
> [root at rt-test rt-4.0.5]# cpan HTML::Mason
>   '/usr/bin/perl Makefile.PL' returned status 512, won't make

Looks like a fascinating failure.

If you run

cpan
look HTML::Mason
ls
perl Makefile.PL

what does it show?

-kevin

From arthur_rance at hotmail.com  Thu Feb 23 04:51:45 2012
From: arthur_rance at hotmail.com (Arthur Rance)
Date: Thu, 23 Feb 2012 10:51:45 +0100
Subject: [rt-users] Hide reply author in notify message
Message-ID: <BLU126-W32B375AB08CFE7A77E9C2E3650@phx.gbl>

Hello,
When a ticket is replied, resquestors are notified by e-mail. Is it possible to hide the name of the guy who replies in this e-mail?? 		 	   		  

From walid.haider at movensis.com  Thu Feb 23 05:46:53 2012
From: walid.haider at movensis.com (Walid Haider)
Date: Thu, 23 Feb 2012 10:46:53 +0000
Subject: [rt-users] FW: (Installing RT 4.0.5) Fixdeps unable to make
 HTML::Mason
References: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932CD@mov-srv-central>
	<20120221194002.GO96259@jibsheet.com>
	<81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932DF@mov-srv-central>
	<20120222172635.GR96259@jibsheet.com> 
Message-ID: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C7093353@mov-srv-central>

Hi Ruslan,

Thanks for the input.

Further to the output that Kevin requested (posted below). Is there anything else I can try, to resolve this issue?

Regards,
Walid

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan Zakirov
Sent: quarta-feira, 22 de Fevereiro de 2012 19:29
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason

Hi,

HTML::Mason uses Module::Build::Compat that may be responsible.

-----Original Message-----
From: Walid Haider 
Sent: quinta-feira, 23 de Fevereiro de 2012 08:49
To: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason

Hi Kevin,

Below is the result:

[root at rt-test rt-4.0.5]# cpan

cpan shell -- CPAN exploration and modules installation (v1.9800) Enter 'h' for help.

cpan[1]> look HTML::Mason
CPAN: Storable loaded ok (v2.21)
Reading '/root/.cpan/Metadata'
  Database was generated on Tue, 21 Feb 2012 13:14:29 GMT
CPAN: LWP::UserAgent loaded ok (v5.834)
CPAN: Time::HiRes loaded ok (v1.9719)

I would like to connect to one of the following sites to get 'authors/01mailrc.txt.gz':

 http://www.perl.org/CPAN/
 ftp://ftp.perl.org/pub/CPAN/

Is it OK to try to connect to the Internet? [yes] yes Fetching with LWP:
http://www.perl.org/CPAN/authors/01mailrc.txt.gz
CPAN: YAML loaded ok (v0.80)
Reading '/root/.cpan/sources/authors/01mailrc.txt.gz'
CPAN: Compress::Zlib loaded ok (v2.049)
Reading 93 yaml files from /root/.cpan/build/ DONE Restored the state of none (in 1.1443 secs) ............................................................................DONE
Fetching with LWP:
http://www.perl.org/CPAN/modules/02packages.details.txt.gz
Reading '/root/.cpan/sources/modules/02packages.details.txt.gz'
  Database was generated on Thu, 23 Feb 2012 08:17:27 GMT ............................................................................DONE
Fetching with LWP:
http://www.perl.org/CPAN/modules/03modlist.data.gz
Reading '/root/.cpan/sources/modules/03modlist.data.gz'
............................................................................DONE
Writing /root/.cpan/Metadata
Running look for module 'HTML::Mason'

Trying to open a subshell in the build directory...
Directory '/root/.cpan/build/HTML-Mason-1.48-ygKQns' has gone. Cannot continue.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: quarta-feira, 22 de Fevereiro de 2012 17:27
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason

On Wed, Feb 22, 2012 at 08:58:02AM +0000, Walid Haider wrote:
> Thanks for your response.
> 
> Below is the full output of make fixdeps (and below that is the output of cpan HTML::Mason outside make fixdeps):
> [root at rt-test rt-4.0.5]# cpan HTML::Mason
>   '/usr/bin/perl Makefile.PL' returned status 512, won't make

Looks like a fascinating failure.

If you run

cpan
look HTML::Mason
ls
perl Makefile.PL

what does it show?

-kevin

From martin at uanet.se  Thu Feb 23 06:05:24 2012
From: martin at uanet.se (Martin Petersson)
Date: Thu, 23 Feb 2012 11:05:24 +0000
Subject: [rt-users] Quick Ticket Creatation
Message-ID: <D534DD0102648E46A890DE6078A3118A013CB8AF@Custom2010.hosting2.local>

Hello,

About the Quick Ticket Creatation, is it possible to have all users in the dropdown list so that I can assign a ticket to a certain owner?
How can I do that?

Med V?nliga H?lsningar/Best Regards
--------------------------------------------------------
Martin Petersson
*: Office +46 (0)522 98028
*: Fax +46 (0)70 25 79 453
*: www.uanet.se<http://www.uanet.se/>

Gustaf Mattssons V?g 2
451 50 Uddevalla
Orgnr: 556702-4095
Styrelsens s?te: Uddevalla
P Please consider the environment before printing this e-mail.

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From radek.svoboda at upp.cz  Thu Feb 23 07:57:35 2012
From: radek.svoboda at upp.cz (Radek Svoboda)
Date: Thu, 23 Feb 2012 13:57:35 +0100
Subject: [rt-users] Add Cc and Mail ticket with RT ident
In-Reply-To: <CAJZV+ArKfS3OQ1-jUzPsp0gSBaDwOhR+2DqpfXbbaDPXYf3MSw@mail.gmail.com>
References: <4F44CFB7.3040503@upp.cz>
	<CAJZV+ArKfS3OQ1-jUzPsp0gSBaDwOhR+2DqpfXbbaDPXYf3MSw@mail.gmail.com>
Message-ID: <4F4637BF.9070204@upp.cz>

Hi Payam,

thank You for response. This workaround is usable in case, if people 
send message. But - if message send btw. web page, it doesn't work.

My situation
My simple web page for HR send mail to RT with requirments for creating 
accounts for new people + send mail to new people superior to add some 
detail information, which personalist dont know. I need, the reply from 
the superior was routed to RT (with given ticket number), to support 
have all information in the one ticket.

Thank You
Radek

Dne 22.2.2012 19:38, Payam Poursaied napsal(a):
>
>
> On Wednesday, February 22, 2012, Radek Svoboda wrote:
>
>     Hi,
>     We use email for creating new tickets. When I send message to RT
>     with CC  to user,  the Cc-ed user is CC of the ticket, but the
>     mail get from me (and his reply to me too). But I need, the reply
>     comms to RT.  Is the way, how to send mail to Cc-ed user via RT
>     directly ?
>
>
> Hi Radek
> We had almost such situation in our system and we solved it some how 
> by change our approaches.
>
> Suppose i want to create a ticket and include someone in the loop. 
> First i send an email with only subject to RT. then when i get the 
> auto respond of ticket creatin, then i will put the main content and 
> reply it to RT and include those who should be in the loop.
>
> It is also expected that when any one in the loop intend to reply, use 
> reply to all.
> In this case, althogh the cc people still receive emails directly fro 
> the sender, but tracking would be added to the ticket

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From lists at mhcsoftware.de  Thu Feb 23 07:58:01 2012
From: lists at mhcsoftware.de (Matthias Henze)
Date: Thu, 23 Feb 2012 13:58:01 +0100
Subject: [rt-users] Subject Ticket ID
Message-ID: <4F4637D9.1070108@mhcsoftware.de>

Hi,

when a reply is sent by email the ticket id in the subject looks like
[hos.name #213] - how can i replace the host name with "Ticket"

TIA
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 nickyflavier at gmail.com  Thu Feb 23 08:27:27 2012
From: nickyflavier at gmail.com (nickyflavier)
Date: Thu, 23 Feb 2012 05:27:27 -0800 (PST)
Subject: [rt-users] Custom field value in an email
Message-ID: <33377770.post@talk.nabble.com>

I am getting transaction emails on RT is it possible to get the custom field
value on that ticket and modify the transaction email to include the custom
field value? Here is the example email:

Wed Feb 22 10:36:16 2012: Request 166 was acted upon.
Transaction: Status changed from 'open' to 'resolved' by user1
       Queue: Bicycle
     Subject: Tires is not working
       Owner: user1
  Requestors: user1 at gooble.com
      Status: resolved
Custom Field: Value here

Anyhelp would be appreciated thank you.
-- 
View this message in context: http://old.nabble.com/Re%3A-Custom-field-value-in-an-email-tp33377770p33377770.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

From lists at mhcsoftware.de  Thu Feb 23 07:58:01 2012
From: lists at mhcsoftware.de (Matthias Henze)
Date: Thu, 23 Feb 2012 13:58:01 +0100
Subject: [rt-users] Subject Ticket ID
Message-ID: <4F4637D9.1070108@mhcsoftware.de>

Hi,

when a reply is sent by email the ticket id in the subject looks like
[hos.name #213] - how can i replace the host name with "Ticket"

TIA
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 senior.unix at gmail.com  Thu Feb 23 08:41:57 2012
From: senior.unix at gmail.com (UnixMan)
Date: Thu, 23 Feb 2012 05:41:57 -0800 (PST)
Subject: [rt-users]  AT 2.0 on RT 4.0.5 - Doesn't work
Message-ID: <33377844.post@talk.nabble.com>

I saved a search using "Importable spreadsheet" made a change and uploaded
the same file through "Asset Import" and it said :

* Asset import errors. No changes were made.
* Asset #1 not updated:
* Asset #2 not updated:
* Asset #4 not updated:

I've been searching all in vain for an answer but have not found anything
relevant.

Any and all help is surely appreciated,
Thanks,
Scott
-- 
View this message in context: http://old.nabble.com/AT-2.0-on-RT-4.0.5---Doesn%27t-work-tp33377844p33377844.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

From trs at bestpractical.com  Thu Feb 23 09:25:52 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 23 Feb 2012 09:25:52 -0500
Subject: [rt-users] Subject Ticket ID
In-Reply-To: <4F4637D9.1070108@mhcsoftware.de>
References: <4F4637D9.1070108@mhcsoftware.de>
Message-ID: <4F464C70.9080502@bestpractical.com>

On 02/23/2012 07:58 AM, Matthias Henze wrote:
> when a reply is sent by email the ticket id in the subject looks like
> [hos.name #213] - how can i replace the host name with "Ticket"

You don't want to do this because it means your RT might interact poorly
with another RT.  Please read the section about $rtname by running the
command: perldoc /opt/rt4/etc/RT_Config.pm

Thomas

From drey111 at gmail.com  Thu Feb 23 09:36:13 2012
From: drey111 at gmail.com (Joe Harris)
Date: Thu, 23 Feb 2012 09:36:13 -0500
Subject: [rt-users] Communication between multiple RT systems
Message-ID: <CABoWt8SZw3n0KT3kP5Wa6GnJkzgi1x3PNffHgPj73eRKzsHYZg@mail.gmail.com>

We currently have 2 RT installations.  One is 4.0.4 and the other is
3.8.8 (which is on schedule to upgrade very soon).  From time to time,
a ticket is submitted to one system that should have been sent to the
other and sometimes a task will get passed from one to another as the
task could have multiple parts.

I know I have seen dome information about this before, but have not
found what I'm looking for yet.  If someone could point me to some
documentation, I would greatly appreciate it.

Thanks in advance!

Joe

From lists at mhcsoftware.de  Thu Feb 23 09:39:17 2012
From: lists at mhcsoftware.de (Matthias Henze)
Date: Thu, 23 Feb 2012 15:39:17 +0100
Subject: [rt-users] Subject Ticket ID
In-Reply-To: <4F464C70.9080502@bestpractical.com>
References: <4F4637D9.1070108@mhcsoftware.de>
	<4F464C70.9080502@bestpractical.com>
Message-ID: <4F464F95.2000607@mhcsoftware.de>

Thanks for you reply.

Found a solution which will not conflict with others and hides my
internal hostname. Tickets now look like:

[MHC-Ticket #123] - Original subject

Am 23.02.2012 15:25, schrieb Thomas Sibley:
> On 02/23/2012 07:58 AM, Matthias Henze wrote:
>> when a reply is sent by email the ticket id in the subject looks like
>> [hos.name #213] - how can i replace the host name with "Ticket"
> 
> You don't want to do this because it means your RT might interact poorly
> with another RT.  Please read the section about $rtname by running the
> command: perldoc /opt/rt4/etc/RT_Config.pm
> 
> Thomas
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012

-- 

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 mfuller at bandtel.com  Thu Feb 23 10:03:29 2012
From: mfuller at bandtel.com (Mark Fuller)
Date: Thu, 23 Feb 2012 10:03:29 -0500
Subject: [rt-users] Ticket taken search
Message-ID: <e36ae9061baa9d7193f5961bbcec52be@mail.gmail.com>

Is there a way in advanced search to see all the tickets taken by a user
even if they are not the current owner?

Mark

From arthur_rance at hotmail.com  Thu Feb 23 10:27:21 2012
From: arthur_rance at hotmail.com (Arthur Rance)
Date: Thu, 23 Feb 2012 16:27:21 +0100
Subject: [rt-users] Hide reply author in notify message
In-Reply-To: <BLU126-W32B375AB08CFE7A77E9C2E3650@phx.gbl>
References: <BLU126-W32B375AB08CFE7A77E9C2E3650@phx.gbl>
Message-ID: <BLU126-W809759C68DF997E84E482E3650@phx.gbl>

I found the solution by myself !!!!! Without any help from anybody !!!!!!
Okay, I confess trs gave me the solution on IRC actually...
In RT_Config.pm :
Set($UseFriendlyFromLine, 0);
----------------------------------------
> From: arthur_rance at hotmail.com
> To: rt-users at lists.bestpractical.com
> Date: Thu, 23 Feb 2012 10:51:45 +0100
> Subject: [rt-users] Hide reply author in notify message
>
>
> Hello,
> When a ticket is replied, resquestors are notified by e-mail. Is it possible to hide the name of the guy who replies in this e-mail ?
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston March 5 & 6, 2012

From falcone at bestpractical.com  Thu Feb 23 11:08:23 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 23 Feb 2012 11:08:23 -0500
Subject: [rt-users] No recipients found. Not sending.
In-Reply-To: <CABkr5yPdhZfTuE91xOABuPtkBkXX1Gtd0e=qV-T5pJr7peJdaQ@mail.gmail.com>
References: <CABkr5yPnb6G3rbBw6aSKZCDHHm2yJTcROxyCuM3nN_BgH_VvTQ@mail.gmail.com>
	<20120222173238.GT96259@jibsheet.com>
	<CABkr5yPdhZfTuE91xOABuPtkBkXX1Gtd0e=qV-T5pJr7peJdaQ@mail.gmail.com>
Message-ID: <20120223160823.GU96259@jibsheet.com>

On Thu, Feb 23, 2012 at 08:23:51AM +0200, Bruce Blacklaws wrote:
> I've tried both AdminCC and CC... nothing works.

There's no need to copy me on replies, I read the mailing list.

Are the users you're adding as AdminCcs users with email addresses and
are those users someone other than you?

-kevin

> On Wed, Feb 22, 2012 at 7:32 PM, Kevin Falcone
> <falcone at bestpractical.com> wrote:
> > On Wed, Feb 22, 2012 at 10:23:41AM +0200, Bruce Blacklaws wrote:
> >> Anyone know what causes this and how to fix it? I've added individual
> >> user accounts and groups as queue "watches" but they do not receive
> >> the notification email messages when a new ticket arrives. I enabled
> >> logging and found...
> >
> > What kind of Watchers are they? ?The Scrip you're quoting is looking
> > for AdminCcs (assuming a standard RT install).
> >
> >> [Wed Feb 22 08:19:04 2012] [info]:
> >> <rt-4.0.1-18896-1329898744-768.58-4-0 at ThoughtExpress> No recipients
> >> found. Not sending.
> >> (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:352)
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From falcone at bestpractical.com  Thu Feb 23 11:10:27 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 23 Feb 2012 11:10:27 -0500
Subject: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make
 HTML::Mason
In-Reply-To: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C709333E@mov-srv-central>
References: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932CD@mov-srv-central>
	<20120221194002.GO96259@jibsheet.com>
	<81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932DF@mov-srv-central>
	<20120222172635.GR96259@jibsheet.com>
	<81579A7D7E41FC44AFD2FB9D8AD8C8820178C709333E@mov-srv-central>
Message-ID: <20120223161027.GV96259@jibsheet.com>

On Thu, Feb 23, 2012 at 08:48:47AM +0000, Walid Haider wrote:
> Hi Kevin,
> 
> Below is the result:
> 
> cpan[1]> look HTML::Mason
> Trying to open a subshell in the build directory...
> Directory '/root/.cpan/build/HTML-Mason-1.48-ygKQns' has gone. Cannot continue.

That sounds pretty broken.
What's in /root/.cpan/build ?

You may want to just blow away the build directory and try it fresh,
but it sounds like things aren't being unpacked properly on your
system.

-kevin
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From falcone at bestpractical.com  Thu Feb 23 11:13:22 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 23 Feb 2012 11:13:22 -0500
Subject: [rt-users] Quick Ticket Creatation
In-Reply-To: <D534DD0102648E46A890DE6078A3118A013CB8AF@Custom2010.hosting2.local>
References: <D534DD0102648E46A890DE6078A3118A013CB8AF@Custom2010.hosting2.local>
Message-ID: <20120223161322.GW96259@jibsheet.com>

On Thu, Feb 23, 2012 at 11:05:24AM +0000, Martin Petersson wrote:
>    About the Quick Ticket Creatation, is it possible to have all users in the dropdown list so
>    that I can assign a ticket to a certain owner?
> 
>    How can I do that?

You'll need to cleanly override Elements/QuickCreate and replace the
Me/Nobody code with a call to SelectOwner.

You can read more about cleanly customizing RT at http://requesttracker.wikia.com/wiki/Customizing

-kevin
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From falcone at bestpractical.com  Thu Feb 23 11:17:22 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 23 Feb 2012 11:17:22 -0500
Subject: [rt-users] Custom field value in an email
In-Reply-To: <33377770.post@talk.nabble.com>
References: <33377770.post@talk.nabble.com>
Message-ID: <20120223161722.GX96259@jibsheet.com>

On Thu, Feb 23, 2012 at 05:27:27AM -0800, nickyflavier wrote:
> 
> I am getting transaction emails on RT is it possible to get the custom field
> value on that ticket and modify the transaction email to include the custom
> field value? Here is the example email:
> 
> Wed Feb 22 10:36:16 2012: Request 166 was acted upon.
> Transaction: Status changed from 'open' to 'resolved' by user1
>        Queue: Bicycle
>      Subject: Tires is not working
>        Owner: user1
>   Requestors: user1 at gooble.com
>       Status: resolved
> Custom Field: Value here
> 

You can read more about customizing Templates here
http://requesttracker.wikia.com/wiki/Customizing
You'll need to add a Custom Field:  and a call to
$self->TicketObj->FirstCustomFieldValue in there.  Keep in mind that the template you're
quoting is used by several different scrips, so your change may affect
multiple types emails.

-kevin
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From falcone at bestpractical.com  Thu Feb 23 11:18:03 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 23 Feb 2012 11:18:03 -0500
Subject: [rt-users] AT 2.0 on RT 4.0.5 - Doesn't work
In-Reply-To: <33377844.post@talk.nabble.com>
References: <33377844.post@talk.nabble.com>
Message-ID: <20120223161803.GY96259@jibsheet.com>

On Thu, Feb 23, 2012 at 05:41:57AM -0800, UnixMan wrote:
> 
> I saved a search using "Importable spreadsheet" made a change and uploaded
> the same file through "Asset Import" and it said :
> 
> * Asset import errors. No changes were made.
> * Asset #1 not updated:
> * Asset #2 not updated:
> * Asset #4 not updated:
> 
> I've been searching all in vain for an answer but have not found anything
> relevant.

Have you contacted the Asset Tracker authors?  Best Practical doesn't
maintain Asset Tracker and the AT authors don't always monitor our
mailing list.  You may need to reach out to them directly.

-kevin
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From falcone at bestpractical.com  Thu Feb 23 11:29:57 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 23 Feb 2012 11:29:57 -0500
Subject: [rt-users] Ticket taken search
In-Reply-To: <e36ae9061baa9d7193f5961bbcec52be@mail.gmail.com>
References: <e36ae9061baa9d7193f5961bbcec52be@mail.gmail.com>
Message-ID: <20120223162957.GZ96259@jibsheet.com>

On Thu, Feb 23, 2012 at 10:03:29AM -0500, Mark Fuller wrote:
> Is there a way in advanced search to see all the tickets taken by a user
> even if they are not the current owner?

Unfortunately, no.  That's a transaction history search and RT's
search concentrates on the current state of tickets.  It's a
relatively straightforward search to write at the perl level, but not
in the UI.

-kevin
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From senior.unix at gmail.com  Thu Feb 23 11:30:01 2012
From: senior.unix at gmail.com (UnixMan)
Date: Thu, 23 Feb 2012 08:30:01 -0800 (PST)
Subject: [rt-users] AT 2.0 on RT 4.0.5 - Doesn't work
In-Reply-To: <20120223161803.GY96259@jibsheet.com>
References: <33377844.post@talk.nabble.com>
	<20120223161803.GY96259@jibsheet.com>
Message-ID: <33379143.post@talk.nabble.com>

Thanks Kevin, I haven't contacted the authors - thanks for the heads up. I'll
contact them asap and then post what I find in case anyone else might have
the same problem.

Kevin Falcone-2 wrote:
> 
> On Thu, Feb 23, 2012 at 05:41:57AM -0800, UnixMan wrote:
>> 
>> I saved a search using "Importable spreadsheet" made a change and
>> uploaded
>> the same file through "Asset Import" and it said :
>> 
>> * Asset import errors. No changes were made.
>> * Asset #1 not updated:
>> * Asset #2 not updated:
>> * Asset #4 not updated:
>> 
>> I've been searching all in vain for an answer but have not found anything
>> relevant.
> 
> Have you contacted the Asset Tracker authors?  Best Practical doesn't
> maintain Asset Tracker and the AT authors don't always monitor our
> mailing list.  You may need to reach out to them directly.
> 
> -kevin
> 
>  
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012
> 

-- 
View this message in context: http://old.nabble.com/AT-2.0-on-RT-4.0.5---Doesn%27t-work-tp33377844p33379143.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

From gsollazz at sgul.ac.uk  Thu Feb 23 12:01:38 2012
From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo)
Date: Thu, 23 Feb 2012 17:01:38 +0000
Subject: [rt-users] Include e-mail address in FriendlyFromLineFormat?
Message-ID: <4F4670F2.1030206@sgul.ac.uk>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Hi there,
I have a little issue with our FriendlyFromLineFormat on RT 4.

We have set it as follows:
*Set( $FriendlyFromLineFormat, "\"IT Helpdesk\" <%s>");*
which, looking around on the web, seems to be the correct way of doing
so - unless you see something wrong.

The issue is that this way what I get is the name of the sender of the
e-mail (either the owner or the requestor, cc, etc), not their e-mail.
For example, if I have sent the e-mail, I get:
*IT Helpdesk <"Giuseppe Sollazzo">*
which clearly breaks the "Reply all".

How can I get it to include the e-mail address?

Thanks,
Giuseppe

- --
____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

-----BEGIN PGP SIGNATURE-----
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From scott.pestana at linguamatics.com  Thu Feb 23 12:07:33 2012
From: scott.pestana at linguamatics.com (Scott Pestana)
Date: Thu, 23 Feb 2012 12:07:33 -0500
Subject: [rt-users] Problems with new users
In-Reply-To: <20120214224431.GV96259@jibsheet.com>
References: <4F3581E5.7090709@linguamatics.com>
	<20120213170658.GH96259@jibsheet.com>
	<4F3AC299.7040208@linguamatics.com>
	<20120214205149.GU96259@jibsheet.com>
	<4F3AD3D3.6040405@linguamatics.com>
	<20120214224431.GV96259@jibsheet.com>
Message-ID: <4F467255.4070906@linguamatics.com>

Kevin,
     We're setting up a new development RT server to try to pick apart 
our issues (and also as a staging platform for RT upgrades).  In that 
spirit I thought I'd ask you to look over the RT_SiteConfig.pm I've set 
up based on our existing instances (don't worry its short, and 
attached).  After our conversations, I think I want to make these changes:

- Set($AutoCreate, {Privileged=>1});
+ Set($AutoCreate, {Privileged=>0});

-                        'attr_match_list' => [ 'EmailAddress' ]
+                       'attr_match_list' => [ 'EmailAddress',
+                                                            'uid' ],

     Then I will want to install from CPAN RT::Extension::LDAPImport.pm 
(hm, that author's name seems familiar...) and then set up a 
RT_User_Update.pl script that will look something like this (based on 
the CPAN documentation):

#/usr/bin/perl
#RT_User_Update.pl - NSP 20120222
use RT;
use RT::Extension::LDAPImport;
Set($LDAPHost,'ldap://ldapserver.linguamatics.com');        #CPAN leaves 
out the $....
Set($LDAPUSER,'');                                                    
                 # again
Set($LDAPPassword,'');                                                
             # and again
connect_ldap();

#Mirror RT_SiteConfig.pm for the Attribute Mapping:
Set($LDAPMapping, { 'Name' => 'uid', 'EmailAddress' => 'mail', 
'RealName' => 'cn',
             'ExternalAuthId' => 'uid', 'Gecos' => 'gecos' };

#Pull in the records since last time:
import_users( 'import' => 1 );

#Clean up
disconnect_ldap();

1;

      And then we'll run that perl script on our RT server (owlwoman, 
etc) whenever new employees come on board (and have been entered into 
LDAP).  Does this make sense?

-Scott

On 2/14/2012 5:44 PM, Kevin Falcone wrote:
> On Tue, Feb 14, 2012 at 04:36:19PM -0500, Scott Pestana wrote:
>>      That's correct, we don't want him to have special privileges;
>> other than the ability to see status of tickets that he
>> opened/requested.  Oddly enough we have another employee who started
>> at roughly the same time as Ian, and Tracy doesn't have this issue,
>> nor does she have an un-privileged Privileged User.  When she logs
>> in she gets a view similar to mine (I'm on IT Support, have
>> privileges, and haven't had an issue).  At least that's what my
>> memory tells me.  I'm going to check on this tomorrow to see what
>> her experience as a user is, I could be wildly wrong about this.
> This sounds like you may want this user to just be Unprivileged and
> use the SelfService interface.  You'll still need to hand out some
> rights so that Requestors can see their own tickets, etc.
>
> However, you can go compare this user and Tracy's group memberships
> from the Memberships tab on their user page and I suspect Tracy will
> be in groups and Ian isn't or that Tracy has tickets requested but Ian
> doesn't.  Also, if Ian's user record had no Email Address then RT has
> no way to associate his tickets with the logged in user (See my later
> comment about how RT can't know the user's email address).
>
>>      When he logs in and goes to the "RT at a glance" page (
>> rt/index.html ), his view (to me) implies he's associated with a
>> queue that was originally set up for testing.
> What about it makes you think he is accessing a testing queue?
> It just sounds like he has no rights in the system.
>
>>      I'm not sure I understand it either. ;)  We are using a rather
>> complex set up with apache spread across multiple servers performing
>> different roles, all united by SSO on the apache instance acting as
>> a gateway.  The credentials are (I believe) passed through so an
>> employee only needs to authenticate once for all of our internal
>> resources.  We are also getting closer to using Kerberos/Domain
>> authentication for seamless SSO for our windows users.
> That makes more sense, you're authing with SSO and trying to pull
> information from LDAP.  However, your LDAP is keyed to look up on
> email address and when someone logs in via the web UI, there's no way
> to have their email address (think about it, RT only gets the username
> they logged in with, not their email address which is stored in LDAP).
> Often, ExternalAuth is keyed to look up on Username *and*
> EmailAddress, but yours is configured for just EmailAddress.
>
>>      Based on this I think our issues stem from him logging in via
>> the web before opening a ticket via email.  Funnily enough when he
>> emailed IT support for help with something around the office, the RT
>> system worked like a charm.  I'm starting to think I may be
>> over-thinking this entire situation...
> This also supports my above comment, since someone emailing into your
> system *would* be able to find their LDAP account, because RT has
> their email account.
>
> It sounds like many of these problems could be solved with
> RT-Extension-LDAPImport pulling users into the system so they'll exist
> before sending email or logging into the system.
>
> -kevin
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston --- March 5&  6, 2012

-- 
N. Scott Pestana
IT Infrastructure
Linguamatics
275 Grove Street, Suite 2-400
Newton, MA 02466

Tel: +1-774-571-7135

US Tel: +1-617-674-3256
UK Tel: 011-44-1223-421360
UK Fax: 011-44-1223-421361
Web: www.linguamatics.com

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From trs at bestpractical.com  Thu Feb 23 12:15:23 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 23 Feb 2012 12:15:23 -0500
Subject: [rt-users] Problems with new users
In-Reply-To: <4F467255.4070906@linguamatics.com>
References: <4F3581E5.7090709@linguamatics.com>
	<20120213170658.GH96259@jibsheet.com>
	<4F3AC299.7040208@linguamatics.com>
	<20120214205149.GU96259@jibsheet.com>
	<4F3AD3D3.6040405@linguamatics.com>
	<20120214224431.GV96259@jibsheet.com>
	<4F467255.4070906@linguamatics.com>
Message-ID: <4F46742B.4010507@bestpractical.com>

On 02/23/2012 12:07 PM, Scott Pestana wrote:
> #/usr/bin/perl
> #RT_User_Update.pl - NSP 20120222
> use RT;
> use RT::Extension::LDAPImport;
> Set($LDAPHost,'ldap://ldapserver.linguamatics.com');        #CPAN leaves
> out the $....
> Set($LDAPUSER,'');                                                   
>                 # again
> Set($LDAPPassword,'');                                               
>             # and again
> connect_ldap();
> 
> #Mirror RT_SiteConfig.pm for the Attribute Mapping:
> Set($LDAPMapping, { 'Name' => 'uid', 'EmailAddress' => 'mail',
> 'RealName' => 'cn',
>             'ExternalAuthId' => 'uid', 'Gecos' => 'gecos' };
> 
> #Pull in the records since last time:
> import_users( 'import' => 1 );
> 
> #Clean up
> disconnect_ldap();
> 
> 1;
> 
>      And then we'll run that perl script on our RT server (owlwoman,
> etc) whenever new employees come on board (and have been entered into
> LDAP).  Does this make sense?

Why aren't you using the rtldapimport script that ships with
RT::Extension::LDAPImport?

/opt/rt4/local/plugins/RT-Extension-LDAPImport/bin/rtldapimport --help

Thomas

From falcone at bestpractical.com  Thu Feb 23 12:17:48 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 23 Feb 2012 12:17:48 -0500
Subject: [rt-users] Include e-mail address in FriendlyFromLineFormat?
In-Reply-To: <4F4670F2.1030206@sgul.ac.uk>
References: <4F4670F2.1030206@sgul.ac.uk>
Message-ID: <20120223171747.GA96259@jibsheet.com>

On Thu, Feb 23, 2012 at 05:01:38PM +0000, Giuseppe Sollazzo wrote:
>    -----BEGIN PGP SIGNED MESSAGE-----
>    Hash: SHA1
> 
>    Hi there,
>    I have a little issue with our FriendlyFromLineFormat on RT 4.
> 
>    We have set it as follows:
>    *Set( $FriendlyFromLineFormat, "\"IT Helpdesk\" <%s>");*
>    which, looking around on the web, seems to be the correct way of doing
>    so - unless you see something wrong.

The default is
Set($FriendlyFromLineFormat, "\"%s via RT\" <%s>");
You need two %s's, one for the name, one for the email.

>    The issue is that this way what I get is the name of the sender of the
>    e-mail (either the owner or the requestor, cc, etc), not their e-mail.
>    For example, if I have sent the e-mail, I get:
>    *IT Helpdesk <"Giuseppe Sollazzo">*
>    which clearly breaks the "Reply all".
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From gsollazz at sgul.ac.uk  Thu Feb 23 12:34:04 2012
From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo)
Date: Thu, 23 Feb 2012 17:34:04 +0000
Subject: [rt-users] Include e-mail address in FriendlyFromLineFormat?
In-Reply-To: <20120223171747.GA96259@jibsheet.com>
References: <4F4670F2.1030206@sgul.ac.uk> <20120223171747.GA96259@jibsheet.com>
Message-ID: <4F46788C.1090300@sgul.ac.uk>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Thanks Kevin,
that was a silly overlook on my behalf!

Giuseppe

On 23/02/12 17:17, Kevin Falcone wrote:
> On Thu, Feb 23, 2012 at 05:01:38PM +0000, Giuseppe Sollazzo wrote:
>> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1
>>
>> Hi there, I have a little issue with our FriendlyFromLineFormat
>> on RT 4.
>>
>> We have set it as follows: *Set( $FriendlyFromLineFormat, "\"IT
>> Helpdesk\" <%s>");* which, looking around on the web, seems to be
>> the correct way of doing so - unless you see something wrong.
>
> The default is Set($FriendlyFromLineFormat, "\"%s via RT\" <%s>");
> You need two %s's, one for the name, one for the email.
>
>> The issue is that this way what I get is the name of the sender
>> of the e-mail (either the owner or the requestor, cc, etc), not
>> their e-mail. For example, if I have sent the e-mail, I get: *IT
>> Helpdesk <"Giuseppe Sollazzo">* which clearly breaks the "Reply
>> all".
>>
>>
>> -------- RT Training Sessions
>> (http://bestpractical.com/services/training.html) * Boston ?
>> March 5 & 6, 2012

- -- 
____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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From lists at mhcsoftware.de  Thu Feb 23 13:30:27 2012
From: lists at mhcsoftware.de (Matthias Henze)
Date: Thu, 23 Feb 2012 19:30:27 +0100
Subject: [rt-users] custom fields default values
Message-ID: <4F4685C3.4090608@mhcsoftware.de>

Hi,

I've created a custom field with two possible values which could by set
using a drop down. No I want a default value to be set when a ticket is
created by a mail sent in.

I found this: http://requesttracker.wikia.com/wiki/DefaultCustomFieldValue

And tried to put it in a scrip. No I'm unable to find a combination of
conditions to set, so the scrip is triggered when a ticket is created by
an incoming mail.

What do I have to set for:

Condition:	
Action:	
Template:	
Stage:

And where to put the code:

Custom condition:	
Custom action preparation code:
Custom action cleanup code:

Any hints?

TIA
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 scott.pestana at linguamatics.com  Thu Feb 23 15:07:38 2012
From: scott.pestana at linguamatics.com (Scott Pestana)
Date: Thu, 23 Feb 2012 15:07:38 -0500
Subject: [rt-users] Problems with new users
In-Reply-To: <4F46742B.4010507@bestpractical.com>
References: <4F3581E5.7090709@linguamatics.com>
	<20120213170658.GH96259@jibsheet.com>
	<4F3AC299.7040208@linguamatics.com>
	<20120214205149.GU96259@jibsheet.com>
	<4F3AD3D3.6040405@linguamatics.com>
	<20120214224431.GV96259@jibsheet.com>
	<4F467255.4070906@linguamatics.com>
	<4F46742B.4010507@bestpractical.com>
Message-ID: <4F469C8A.9010303@linguamatics.com>

Thomas,
     I didn't know it existed.  I can't find rtldapimport anywhere on 
the CPAN page, and a google search for "rtldapimport 
site:bestpractical.com" only finds hits in version control.

     It looks as though the README (as hosted on metacpan) talks about 
it.  I can't install RT::Extension::LDAPImport yet because I've not yet 
set up RT's DB.  I want to wait for thoughts on my RT_Siteconfig.pm 
before I follow through with the make initialize-database.  I'll take a 
look at the script then.

-Scott

On 2/23/2012 12:15 PM, Thomas Sibley wrote:
> On 02/23/2012 12:07 PM, Scott Pestana wrote:
>> #/usr/bin/perl
>> #RT_User_Update.pl - NSP 20120222
>> use RT;
>> use RT::Extension::LDAPImport;
>> Set($LDAPHost,'ldap://ldapserver.linguamatics.com');        #CPAN leaves
>> out the $....
>> Set($LDAPUSER,'');
>>                  # again
>> Set($LDAPPassword,'');
>>              # and again
>> connect_ldap();
>>
>> #Mirror RT_SiteConfig.pm for the Attribute Mapping:
>> Set($LDAPMapping, { 'Name' =>  'uid', 'EmailAddress' =>  'mail',
>> 'RealName' =>  'cn',
>>              'ExternalAuthId' =>  'uid', 'Gecos' =>  'gecos' };
>>
>> #Pull in the records since last time:
>> import_users( 'import' =>  1 );
>>
>> #Clean up
>> disconnect_ldap();
>>
>> 1;
>>
>>       And then we'll run that perl script on our RT server (owlwoman,
>> etc) whenever new employees come on board (and have been entered into
>> LDAP).  Does this make sense?
> Why aren't you using the rtldapimport script that ships with
> RT::Extension::LDAPImport?
>
> /opt/rt4/local/plugins/RT-Extension-LDAPImport/bin/rtldapimport --help
>
> Thomas
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5&  6, 2012
>

-- 
N. Scott Pestana
IT Infrastructure
Linguamatics
275 Grove Street, Suite 2-400
Newton, MA 02466

Tel: +1-774-571-7135

US Tel: +1-617-674-3256
UK Tel: 011-44-1223-421360
UK Fax: 011-44-1223-421361
Web: www.linguamatics.com

From trs at bestpractical.com  Thu Feb 23 15:14:20 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 23 Feb 2012 15:14:20 -0500
Subject: [rt-users] Problems with new users
In-Reply-To: <4F469C8A.9010303@linguamatics.com>
References: <4F3581E5.7090709@linguamatics.com>
	<20120213170658.GH96259@jibsheet.com>
	<4F3AC299.7040208@linguamatics.com>
	<20120214205149.GU96259@jibsheet.com>
	<4F3AD3D3.6040405@linguamatics.com>
	<20120214224431.GV96259@jibsheet.com>
	<4F467255.4070906@linguamatics.com>
	<4F46742B.4010507@bestpractical.com>
	<4F469C8A.9010303@linguamatics.com>
Message-ID: <4F469E1C.3000202@bestpractical.com>

On 02/23/2012 03:07 PM, Scott Pestana wrote:
>     It looks as though the README (as hosted on metacpan) talks about
> it. I can't install RT::Extension::LDAPImport yet because I've not yet
> set up RT's DB.

The README is also included in the release tarball.  You can download
that and look through it before you install it.

Thomas

From CLasater at taleo.com  Thu Feb 23 16:30:20 2012
From: CLasater at taleo.com (Christopher Lasater)
Date: Thu, 23 Feb 2012 16:30:20 -0500
Subject: [rt-users] Add user as CC to Ticket
Message-ID: <23037DC22CE8C3428E7636883099F1AAB816F90EB4@JXVXMP01.wwcorp.net>

Hey Guys,
How do give someone the ability to add another user as a CC, without giving them the ability to Modify the who ticket?

Christopher Lasater
Technology Analyst I
Taleo

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From ronald.higgins at gmail.com  Thu Feb 23 17:48:57 2012
From: ronald.higgins at gmail.com (ronald higgins)
Date: Fri, 24 Feb 2012 00:48:57 +0200
Subject: [rt-users] Slow Bulk Update Display Screen
Message-ID: <CAL-P4jL_OuNqM=i6sZG3uQ7+Kn+7jpcKpLNjrB4E54gHkZw4Pg@mail.gmail.com>

Hi Guys,

I have an RT3.8.7 deployments (I know, we're still a little behind).

The system is pretty nippy, even with Tickets closing in on 3millions
in the MySQL DB.

An issue has recently cropped up where using "Bulk Update" on the web
interface takes extremely long to load, it's only this that is slow.
The database seems to finish with the query but it still takes an age
to render. If I perform an strace on http during the time I see plenty
of:

select(0, NULL, NULL, NULL, {1, 0})     = 0 (Timeout)
wait4(-1, 0x7fff037646ec, WNOHANG|WSTOPPED, NULL) = 0
select(0, NULL, NULL, NULL, {1, 0})     = 0 (Timeout)
wait4(-1, 0x7fff037646ec, WNOHANG|WSTOPPED, NULL) = 0
select(0, NULL, NULL, NULL, {1, 0})     = 0 (Timeout)
wait4(-1, 0x7fff037646ec, WNOHANG|WSTOPPED, NULL) = 0
select(0, NULL, NULL, NULL, {1, 0})     = 0 (Timeout)
wait4(-1, 0x7fff037646ec, WNOHANG|WSTOPPED, NULL) = 0

The above goes on and on and on....

Any thoughts on where I can snoop to find out what's going on to cause this?

Regards

Ronald

From rbackman at georgefox.edu  Thu Feb 23 20:02:39 2012
From: rbackman at georgefox.edu (Ryan Backman)
Date: Thu, 23 Feb 2012 17:02:39 -0800
Subject: [rt-users] Plugin Permissions
Message-ID: <CAJ5h9+FcZXNYDeQ44U4sCURnTgYYZqoY1UfopiTy-38MTLpxmA@mail.gmail.com>

I have a question regarding standard permissions for plugins.  I'm on RT
3.8.4.

I installed the AT plugin and am not seeing the link on my Homepage.  I'm
looking at a diff of was added when I installed AT and am seeing this:

> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.5-default/
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.5-default/main.css/
> -r--r--r-- root/staff       22 2012-02-23 16:18
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.5-default/main.css/End
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.4-compat/
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.4-compat/main.css/
> -r--r--r-- root/staff       22 2012-02-23 16:18
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.4-compat/main.css/End
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/web2/
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/web2/main.css/
> -r--r--r-- root/staff       22 2012-02-23 16:18
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/web2/main.css/End
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/ModifyLinks.html/
> -r--r--r-- root/staff     1359 2012-02-23 16:18
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/ModifyLinks.html/BeforeActionList
> -r--r--r-- root/staff      341 2012-02-23 16:18
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/ModifyLinks.html/FormStart
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/Create.html/
> -r--r--r-- root/staff      178 2012-02-23 16:18
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/Create.html/CreateLinks
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/autohandler/
> -r--r--r-- root/staff      376 2012-02-23 16:18
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/autohandler/Default
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Header/
> -r--r--r-- root/staff     2391 2012-02-23 16:18
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Header/Head
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/
> -r--r--r-- root/staff    12546 2012-02-23 16:18
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged
> -r--r--r-- root/staff      163 2012-02-23 16:18
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Default
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/EditLinks/
> -r--r--r-- root/staff      888 2012-02-23 16:18
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/EditLinks/NewLink
> -r--r--r-- root/staff      301 2012-02-23 16:18
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/EditLinks/DeleteLinks
> -r--r--r-- root/staff      143 2012-02-23 16:18
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/EditLinks/NewLinks
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/index.html/
> -r--r--r-- root/staff      302 2012-02-23 16:18
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/index.html/Default
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Elements/
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Elements/SystemTabs/
> -r--r--r-- root/staff      735 2012-02-23 16:18
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Elements/SystemTabs/Default
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Elements/CustomFieldTabs/
> -r--r--r-- root/staff      725 2012-02-23 16:18
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Elements/CustomFieldTabs/Default
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Elements/Tabs/
> -r--r--r-- root/staff      197 2012-02-23 16:18
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Elements/Tabs/Default
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Elements/GlobalCustomFieldTabs/
> -r--r--r-- root/staff      548 2012-02-23 16:18
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Elements/GlobalCustomFieldTabs/Default
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Global/
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Global/index.html/
> -r--r--r-- root/staff     1081 2012-02-23 16:18
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Global/index.html/Default
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Global/CustomFields/
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Global/CustomFields/index.html/
> -r--r--r-- root/staff      576 2012-02-23 16:18
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Global/CustomFields/index.html/Default
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Tools/
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Tools/index.html/
> -r--r--r-- root/staff      217 2012-02-23 16:18
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Tools/index.html/Default
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Tools/Elements/
> drwxr-s--- root/staff        0 2012-02-23 16:24
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Tools/Elements/Tabs/
> -r--r--r-- root/staff      138 2012-02-23 16:18
usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Tools/Elements/Tabs/Default

Shouldn't I have read permissions for all on the Callbacks tree?

What is a typical owner/group for files?

=+=+=+=+=+=+=+=+=+
Ryan Backman
Programmer / Analyst
George Fox University
503.554.2576
=+=+=+=+=+=+=+=+=+
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From ruz at bestpractical.com  Fri Feb 24 07:03:31 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 24 Feb 2012 16:03:31 +0400
Subject: [rt-users] Slow Bulk Update Display Screen
In-Reply-To: <CAL-P4jL_OuNqM=i6sZG3uQ7+Kn+7jpcKpLNjrB4E54gHkZw4Pg@mail.gmail.com>
References: <CAL-P4jL_OuNqM=i6sZG3uQ7+Kn+7jpcKpLNjrB4E54gHkZw4Pg@mail.gmail.com>
Message-ID: <CAMOxC8tc1wAyDmikYPU9JP4aW5SDobKp0i59V88V6ckVfGgHeA@mail.gmail.com>

On Fri, Feb 24, 2012 at 02:48, ronald higgins <ronald.higgins at gmail.com> wrote:
> Hi Guys,
>
> I have an RT3.8.7 deployments (I know, we're still a little behind).
>
> The system is pretty nippy, even with Tickets closing in on 3millions
> in the MySQL DB.
>
> An issue has recently cropped up where using "Bulk Update" on the web
> interface takes extremely long to load, it's only this that is slow.
> The database seems to finish with the query but it still takes an age
> to render. If I perform an strace on http during the time I see plenty
> of:
>
> select(0, NULL, NULL, NULL, {1, 0}) ? ? = 0 (Timeout)
> wait4(-1, 0x7fff037646ec, WNOHANG|WSTOPPED, NULL) = 0
> select(0, NULL, NULL, NULL, {1, 0}) ? ? = 0 (Timeout)
> wait4(-1, 0x7fff037646ec, WNOHANG|WSTOPPED, NULL) = 0
> select(0, NULL, NULL, NULL, {1, 0}) ? ? = 0 (Timeout)
> wait4(-1, 0x7fff037646ec, WNOHANG|WSTOPPED, NULL) = 0
> select(0, NULL, NULL, NULL, {1, 0}) ? ? = 0 (Timeout)
> wait4(-1, 0x7fff037646ec, WNOHANG|WSTOPPED, NULL) = 0
>
> The above goes on and on and on....
>
> Any thoughts on where I can snoop to find out what's going on to cause this?

Grep for MasonX::Profiler in the config. Enable it and you would be
able to understand which mason component cause slowdown.

Mysql slow log may help as well.

> Regards
>
> Ronald
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From ruz at bestpractical.com  Fri Feb 24 07:07:19 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 24 Feb 2012 16:07:19 +0400
Subject: [rt-users] custom fields default values
In-Reply-To: <4F4685C3.4090608@mhcsoftware.de>
References: <4F4685C3.4090608@mhcsoftware.de>
Message-ID: <CAMOxC8vy1MvydWtrJaySoN+cwJsbCyMYQG=J+Cn=E1ExSc1eKg@mail.gmail.com>

On Thu, Feb 23, 2012 at 22:30, Matthias Henze <lists at mhcsoftware.de> wrote:
> Hi,
>
> I've created a custom field with two possible values which could by set
> using a drop down. No I want a default value to be set when a ticket is
> created by a mail sent in.
>
> I found this: http://requesttracker.wikia.com/wiki/DefaultCustomFieldValue
>
> And tried to put it in a scrip. No I'm unable to find a combination of
> conditions to set, so the scrip is triggered when a ticket is created by
> an incoming mail.
>
> What do I have to set for:
>
> Condition:
> Action:
> Template:
> Stage:
>
> And where to put the code:
>
> Custom condition:
> Custom action preparation code:
> Custom action cleanup code:
>
> Any hints?

http://requesttracker.wikia.com/wiki/CustomConditionSnippets#On_Create_and_variants

http://requesttracker.wikia.com/wiki/OnWebCorrespond

>
> TIA
> 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
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From lists at mhcsoftware.de  Fri Feb 24 10:36:18 2012
From: lists at mhcsoftware.de (Matthias Henze)
Date: Fri, 24 Feb 2012 16:36:18 +0100
Subject: [rt-users] custom fields default values
In-Reply-To: <CAMOxC8vy1MvydWtrJaySoN+cwJsbCyMYQG=J+Cn=E1ExSc1eKg@mail.gmail.com>
References: <4F4685C3.4090608@mhcsoftware.de>
	<CAMOxC8vy1MvydWtrJaySoN+cwJsbCyMYQG=J+Cn=E1ExSc1eKg@mail.gmail.com>
Message-ID: <4F47AE72.3040301@mhcsoftware.de>

Thanks, pointed me to the right direction.

Am 24.02.2012 13:07, schrieb Ruslan Zakirov:
> http://requesttracker.wikia.com/wiki/CustomConditionSnippets#On_Create_and_variants
> 
> http://requesttracker.wikia.com/wiki/OnWebCorrespond
> 
> 
> 
>>
>> TIA
>> 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
>>
>>
>>
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston  March 5 & 6, 2012
> 
> 
> 

-- 

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 lists at mhcsoftware.de  Fri Feb 24 10:50:44 2012
From: lists at mhcsoftware.de (Matthias Henze)
Date: Fri, 24 Feb 2012 16:50:44 +0100
Subject: [rt-users] Homepage-Refresh
Message-ID: <4F47B1D4.8020206@mhcsoftware.de>

Hi,

I've read around, found and set this:

Set($HomepageRefreshInterval, "60");
Set($SearchResultsRefreshInterval, 0);

as I don't want to set it every time manually using the widget.

For me this has no effect. New tickets do not show up automatically.

Any hints?

TIA
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 falcone at bestpractical.com  Fri Feb 24 11:17:22 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 24 Feb 2012 11:17:22 -0500
Subject: [rt-users] Homepage-Refresh
In-Reply-To: <4F47B1D4.8020206@mhcsoftware.de>
References: <4F47B1D4.8020206@mhcsoftware.de>
Message-ID: <20120224161722.GB96259@jibsheet.com>

On Fri, Feb 24, 2012 at 04:50:44PM +0100, Matthias Henze wrote:
> I've read around, found and set this:
> 
> Set($HomepageRefreshInterval, "60");

Check RT_Config.pm for the correct spelling (HomePage)

> Set($SearchResultsRefreshInterval, 0);
> 
> as I don't want to set it every time manually using the widget.
> 
> For me this has no effect. New tickets do not show up automatically.

-kevin
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From ruz at bestpractical.com  Fri Feb 24 11:30:41 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 24 Feb 2012 20:30:41 +0400
Subject: [rt-users] GnuPG problems with message decryption
In-Reply-To: <4F45E94B.5050004@ics.muni.cz>
References: <4F43BECA.7070908@ics.muni.cz>
	<CAMOxC8u8f5YYkLXnH6iACRZ1p0PFQKGxsgQw_3Ox_WjgbCiUdg@mail.gmail.com>
	<4F45E94B.5050004@ics.muni.cz>
Message-ID: <CAMOxC8vkVY7BsEJAAZwZZnYp1q2NMPa1_5fpiU7sgctBHLd0Cg@mail.gmail.com>

Hi,

I don't see other option except to put $RT::Logger->debug(...) calls
in lib/RT/Crypt/GnuPG.pm.

On Thu, Feb 23, 2012 at 11:22, Martin Dra?ar <drasar at ics.muni.cz> wrote:
> Dne 22.2.2012 21:48, Ruslan Zakirov napsal(a):
>
>>> I have this in the log:
>>>>
>>>> [Tue Feb 21 15:34:09 2012] [debug]: Found encrypted inline part
>>>> (/home/RT/RT-4.0.5/sbin/../lib/RT/Crypt/GnuPG.pm:906)
>>>> [Tue Feb 21 15:34:09 2012] [debug]: [GNUPG:] ENC_TO 26B34A0AE44C6E92 1 0
>>>> [GNUPG:] USERID_HINT 26B34A0AE44C6E92 CSIRT-MU
>>>> DEVEL<rt at rt-devel.ics.muni.cz>
>>>> [GNUPG:] NEED_PASSPHRASE 26B34A0AE44C6E92 023D741AB8EF2A3A 1 0
>>>> [GNUPG:] MISSING_PASSPHRASE
>>>> [GNUPG:] BAD_PASSPHRASE 26B34A0AE44C6E92
>>>> [GNUPG:] ENC_TO 110B534B28C8D875 1 0
>>>> [GNUPG:] NO_SECKEY 110B534B28C8D875
>>>> [GNUPG:] BEGIN_DECRYPTION
>>>> [GNUPG:] DECRYPTION_FAILED
>>>> [GNUPG:] END_DECRYPTION
>>>> (/home/RT/RT-4.0.5/sbin/../lib/RT/Crypt/GnuPG.pm:1417)
>>>> [Tue Feb 21 15:34:09 2012] [error]: gpg: cancelled by user
>>>> gpg: encrypted with 2048-bit RSA key, ID 28C8D875, created 2010-12-30
>>>> ? ? ? "Martin Drasar<drasar at ics.muni.cz>"
>>>> gpg: encrypted with 2048-bit RSA key, ID E44C6E92, created 2012-02-21
>>>> ? ? ? "CSIRT-MU DEVEL<rt at rt-devel.ics.muni.cz>"
>>>> gpg: public key decryption failed: bad passphrase
>>>> gpg: decryption failed: secret key not available
>>>> (/home/RT/RT-4.0.5/sbin/../lib/RT/Crypt/GnuPG.pm:1419)
>>>> [Tue Feb 21 15:34:09 2012] [debug]: Found GnuPG protected parts
>>>> (/home/RT/RT-4.0.5/sbin/../lib/RT/Interface/Email/Auth/GnuPG.pm:240)
>>>> [Tue Feb 21 15:34:09 2012] [debug]: Error during verify/decrypt
>>>> operation
>>>> (/home/RT/RT-4.0.5/sbin/../lib/RT/Interface/Email/Auth/GnuPG.pm:244)
>>>> [Tue Feb 21 15:34:09 2012] [error]: Had a problem during decrypting and
>>>> verifying
>>>> (/home/RT/RT-4.0.5/sbin/../lib/RT/Interface/Email/Auth/GnuPG.pm:102)
>>>
>>>
>>> This is happening with RT-4.0.5 as well as 3.8.7.
>>>
>>> Any thoughts?
>>
>>
>> Have you read the log? It's pretty clear. Message is encrypted for two
>> recipients. You have required key in the keyring, but you didn't
>> provide passphrase. You either use passphraseless keys, use gpg-agent
>> or set passphrase in RT config.
>>
>
> Hi, Ruslan,
>
> I have definitely read the log. Several times...
> As I have said, I am using the gpg-agent and in my configuration the
> gpg-agent happily provides a password for RT when signing the message (the
> same operation as decrypting) but fails in this case, i.e. there is some
> problem when retrieving the passphrase for decrypting purposes using
> gpg-agent. It can either be a configuration error or a bug - I will probably
> hunt it down someday no matter what it is, but it would help me to hear
> whether there is someone who actually has it working in a setup like mine.
>
>
> Martin
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From ruz at bestpractical.com  Fri Feb 24 11:33:34 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 24 Feb 2012 20:33:34 +0400
Subject: [rt-users] Search Tickets which have met SLA
In-Reply-To: <CAHY2KhReL4Os8jMVuQhthBsceKqPA3XQppQRhd42b0-ikddG9g@mail.gmail.com>
References: <CAHY2KhReL4Os8jMVuQhthBsceKqPA3XQppQRhd42b0-ikddG9g@mail.gmail.com>
Message-ID: <CAMOxC8uCGJH98+6yDe-KGR2GD+VrfMpddw5Vy=V3bFdsRn3P4g@mail.gmail.com>

On Thu, Feb 23, 2012 at 08:18, Pattabi Prasanna <escort146 at gmail.com> wrote:
> Hi
> ? ? i have installed the SLA plugin, it works fine, Starts and Due
> date are being set as per the ServiceAgreement setting. ?I want to
> query the tickets which have met the SLA for example Critical SLA
> Value has 4 hours response time, to search tickets which are resolved
> within this 4 hours. ?What will be query,

There is no such query. Data should be processed.

>
> Thanks in Advance,
> P. Prasanna
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From lists at mhcsoftware.de  Fri Feb 24 12:16:08 2012
From: lists at mhcsoftware.de (Matthias Henze)
Date: Fri, 24 Feb 2012 18:16:08 +0100
Subject: [rt-users] Homepage-Refresh
In-Reply-To: <20120224161722.GB96259@jibsheet.com>
References: <4F47B1D4.8020206@mhcsoftware.de>
	<20120224161722.GB96259@jibsheet.com>
Message-ID: <4F47C5D8.70809@mhcsoftware.de>

Thanks, this solved it. So the wiki page entry is buggy:

http://requesttracker.wikia.com/wiki/UserConfigurableRefreshPeriods

Thats where I got it from by cut&paste ...

Am 24.02.2012 17:17, schrieb Kevin Falcone:
> On Fri, Feb 24, 2012 at 04:50:44PM +0100, Matthias Henze wrote:
>> I've read around, found and set this:
>>
>> Set($HomepageRefreshInterval, "60");
> 
> Check RT_Config.pm for the correct spelling (HomePage)
> 
>> Set($SearchResultsRefreshInterval, 0);
>>
>> as I don't want to set it every time manually using the widget.
>>
>> For me this has no effect. New tickets do not show up automatically.
> 
> -kevin
> 
> 
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

-- 

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 rgm at ast.cam.ac.uk  Fri Feb 24 12:49:33 2012
From: rgm at ast.cam.ac.uk (Richard McMahon)
Date: Fri, 24 Feb 2012 17:49:33 +0000 (GMT)
Subject: [rt-users] RT boilerplate error: Log file
 '/local/rt3/var/log/rt.log' couldn't be written or created
Message-ID: <alpine.LRH.2.02.1202241742030.2759@calx061.ast.cam.ac.uk>

I am trying to run some RT queries using the RT boilerplate
from the O' Reilly All About RT presentation page 188 by Jesse Vincent
as a normal user on a existing RT installation.

#!/usr/bin/perl -w
use strict;
use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
use RT;
# Load the config file
RT::LoadConfig();
# Connect to the database and get RT::SystemUser
# loaded
RT::Init();

This produces the error.

Log file '/local/rt3/var/log/rt.log' couldn't be written or created.
  RT can't run. at /local/rt3/lib/RT.pm line 318.

Is there a way to change the location of the of rt.log from within a perl 
script. I do not have root priveledges and only want read access for
queries using the API.

Thanks Richard

-------------------------------------------------------------------
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  University of Cambridge   |       (switchboard)       1223-337548
  Institute of Astronomy    |       (secretary)         1223-337516
  Madingley Rd              | FAX                       1223-337523
  Cambridge, CB3 OHA, UK.   | mobile                    7885-409019
  Office: Hoyle 18          | home                      1223-359770
-------------------------------------------------------------------
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  richardgmcmahon at gmail.com | skype:                richardgmcmahon
-------------------------------------------------------------------

From falcone at bestpractical.com  Fri Feb 24 12:54:48 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 24 Feb 2012 12:54:48 -0500
Subject: [rt-users] Homepage-Refresh
In-Reply-To: <4F47C5D8.70809@mhcsoftware.de>
References: <4F47B1D4.8020206@mhcsoftware.de>
	<20120224161722.GB96259@jibsheet.com>
	<4F47C5D8.70809@mhcsoftware.de>
Message-ID: <20120224175448.GC96259@jibsheet.com>

On Fri, Feb 24, 2012 at 06:16:08PM +0100, Matthias Henze wrote:
> 
> Thanks, this solved it. So the wiki page entry is buggy:
> 
> http://requesttracker.wikia.com/wiki/UserConfigurableRefreshPeriods
> 
> Thats where I got it from by cut&paste ...

It's a wiki, so you should be able to update it and help out the next
user who finds.

I quoted from the config documentation because that's what ships with
RT and will be most up to date.

It's good practice to sanity check any config settings you find on the
wiki or in the mailing list archives against the documentation in your
version of RT's RT_Config.pm file.

-kevin

> Am 24.02.2012 17:17, schrieb Kevin Falcone:
> > On Fri, Feb 24, 2012 at 04:50:44PM +0100, Matthias Henze wrote:
> >> I've read around, found and set this:
> >>
> >> Set($HomepageRefreshInterval, "60");
> > 
> > Check RT_Config.pm for the correct spelling (HomePage)
> > 
> >> Set($SearchResultsRefreshInterval, 0);
> >>
> >> as I don't want to set it every time manually using the widget.
> >>
> >> For me this has no effect. New tickets do not show up automatically.
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From raubvogel at gmail.com  Fri Feb 24 12:56:18 2012
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Fri, 24 Feb 2012 12:56:18 -0500
Subject: [rt-users] RT boilerplate error: Log file
 '/local/rt3/var/log/rt.log' couldn't be written or created
In-Reply-To: <alpine.LRH.2.02.1202241742030.2759@calx061.ast.cam.ac.uk>
References: <alpine.LRH.2.02.1202241742030.2759@calx061.ast.cam.ac.uk>
Message-ID: <CAHEKYV51upn2R9RF6kw9M3+XrthUwvEFhm_5+P87taF+Xp-NKQ@mail.gmail.com>

On Fri, Feb 24, 2012 at 12:49 PM, Richard McMahon <rgm at ast.cam.ac.uk> wrote:
>
> I am trying to run some RT queries using the RT boilerplate
> from the O' Reilly All About RT presentation page 188 by Jesse Vincent
> as a normal user on a existing RT installation.
>
>
> #!/usr/bin/perl -w
> use strict;
> use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
> use RT;
> # Load the config file
> RT::LoadConfig();
> # Connect to the database and get RT::SystemUser
> # loaded
> RT::Init();
>
>
> This produces the error.
>
> Log file '/local/rt3/var/log/rt.log' couldn't be written or created.
> ?RT can't run. at /local/rt3/lib/RT.pm line 318.
>
> Is there a way to change the location of the of rt.log from within a perl
> script. I do not have root priveledges and only want read access for
> queries using the API.
>
      I do not know if this helps, but in RT_SiteConfig.pm you could
set, for instance,

Set($LogDir,'/tmp/');
Set($LogToFileNamed, 'rt.log');

or wherever it needs to go. About /local/rt3/var/log/rt.log, I wonder
who owns /local/rt3/var/log.

> Thanks Richard
>
>
> -------------------------------------------------------------------
> ?Dr. Richard G. McMahon ? ?| Phone (office) ? ? 44-(0)-1223-337519
> ?University of Cambridge ? | ? ? ? (switchboard) ? ? ? 1223-337548
> ?Institute of Astronomy ? ?| ? ? ? (secretary) ? ? ? ? 1223-337516
> ?Madingley Rd ? ? ? ? ? ? ?| FAX ? ? ? ? ? ? ? ? ? ? ? 1223-337523
> ?Cambridge, CB3 OHA, UK. ? | mobile ? ? ? ? ? ? ? ? ? ?7885-409019
> ?Office: Hoyle 18 ? ? ? ? ?| home ? ? ? ? ? ? ? ? ? ? ?1223-359770
> -------------------------------------------------------------------
> ?email: rgm at ast.cam.ac.uk ?| WWW: ? ?http://www.ast.cam.ac.uk/~rgm
> ?richardgmcmahon at gmail.com | skype: ? ? ? ? ? ? ? ?richardgmcmahon
> -------------------------------------------------------------------
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

From rgm at ast.cam.ac.uk  Fri Feb 24 13:26:38 2012
From: rgm at ast.cam.ac.uk (Richard McMahon)
Date: Fri, 24 Feb 2012 18:26:38 +0000 (GMT)
Subject: [rt-users] RT boilerplate error: Log file
 '/local/rt3/var/log/rt.log' couldn't be written or created
In-Reply-To: <CAHEKYV51upn2R9RF6kw9M3+XrthUwvEFhm_5+P87taF+Xp-NKQ@mail.gmail.com>
References: <alpine.LRH.2.02.1202241742030.2759@calx061.ast.cam.ac.uk>
	<CAHEKYV51upn2R9RF6kw9M3+XrthUwvEFhm_5+P87taF+Xp-NKQ@mail.gmail.com>
Message-ID: <alpine.LRH.2.02.1202241826050.2759@calx061.ast.cam.ac.uk>

>>
>> This produces the error.
>>
>> Log file '/local/rt3/var/log/rt.log' couldn't be written or created.
>> ?RT can't run. at /local/rt3/lib/RT.pm line 318.
>>
>> Is there a way to change the location of the of rt.log from within a perl
>> script. I do not have root priveledges and only want read access for
>> queries using the API.
>>
>      I do not know if this helps, but in RT_SiteConfig.pm you could
> set, for instance,
>
> Set($LogDir,'/tmp/');
> Set($LogToFileNamed, 'rt.log');
>
> or wherever it needs to go. About /local/rt3/var/log/rt.log, I wonder
> who owns /local/rt3/var/log.
>
>

thanks

on our system:

/local/rt3/var/log/rt.log is owned by apache

/local/rt3/etc/RT_Config.pm and
/local/rt3/etc/RT_SiteConfig.pm are owned by root

r.

From trs at bestpractical.com  Fri Feb 24 13:49:14 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 24 Feb 2012 13:49:14 -0500
Subject: [rt-users] RT boilerplate error: Log file
 '/local/rt3/var/log/rt.log' couldn't be written or created
In-Reply-To: <alpine.LRH.2.02.1202241742030.2759@calx061.ast.cam.ac.uk>
References: <alpine.LRH.2.02.1202241742030.2759@calx061.ast.cam.ac.uk>
Message-ID: <4F47DBAA.3060106@bestpractical.com>

On 02/24/2012 12:49 PM, Richard McMahon wrote:
> #!/usr/bin/perl -w
> use strict;
> use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
> use RT;
> # Load the config file
> RT::LoadConfig();

Between RT::LoadConfig() and RT::Init(), you should be able to insert
lines like so to change the variables you need:

    RT->Config->Set( LogDir => '...' );

or to disable logging to the file and only log elsewhere (syslog,
screen) as configured:

    RT->Config->Set( LogToFile => undef );

> # Connect to the database and get RT::SystemUser
> # loaded
> RT::Init();

Thomas

From scott.pestana at linguamatics.com  Fri Feb 24 14:12:01 2012
From: scott.pestana at linguamatics.com (Scott Pestana)
Date: Fri, 24 Feb 2012 14:12:01 -0500
Subject: [rt-users] Problems with new users
In-Reply-To: <20120214224431.GV96259@jibsheet.com>
References: <4F3581E5.7090709@linguamatics.com>
	<20120213170658.GH96259@jibsheet.com>
	<4F3AC299.7040208@linguamatics.com>
	<20120214205149.GU96259@jibsheet.com>
	<4F3AD3D3.6040405@linguamatics.com>
	<20120214224431.GV96259@jibsheet.com>
Message-ID: <4F47E101.6080407@linguamatics.com>

     Can someone take a look at the RT_SiteConfig.pm I have set up, let 
me know if we're doing anything wrong here?

     Based of the conversations I've had I think I need to make these 
changes:

- Set($AutoCreate, {Privileged=>1});
+ Set($AutoCreate, {Privileged=>0});

-                        'attr_match_list' => [ 'EmailAddress' ]
+                       'attr_match_list' => [ 'EmailAddress',
+                                                            'uid' ],

-Scott

On 2/14/2012 5:44 PM, Kevin Falcone wrote:
> On Tue, Feb 14, 2012 at 04:36:19PM -0500, Scott Pestana wrote:
>>      That's correct, we don't want him to have special privileges;
>> other than the ability to see status of tickets that he
>> opened/requested.  Oddly enough we have another employee who started
>> at roughly the same time as Ian, and Tracy doesn't have this issue,
>> nor does she have an un-privileged Privileged User.  When she logs
>> in she gets a view similar to mine (I'm on IT Support, have
>> privileges, and haven't had an issue).  At least that's what my
>> memory tells me.  I'm going to check on this tomorrow to see what
>> her experience as a user is, I could be wildly wrong about this.
> This sounds like you may want this user to just be Unprivileged and
> use the SelfService interface.  You'll still need to hand out some
> rights so that Requestors can see their own tickets, etc.
>
> However, you can go compare this user and Tracy's group memberships
> from the Memberships tab on their user page and I suspect Tracy will
> be in groups and Ian isn't or that Tracy has tickets requested but Ian
> doesn't.  Also, if Ian's user record had no Email Address then RT has
> no way to associate his tickets with the logged in user (See my later
> comment about how RT can't know the user's email address).
>
>>      When he logs in and goes to the "RT at a glance" page (
>> rt/index.html ), his view (to me) implies he's associated with a
>> queue that was originally set up for testing.
> What about it makes you think he is accessing a testing queue?
> It just sounds like he has no rights in the system.
>
>>      I'm not sure I understand it either. ;)  We are using a rather
>> complex set up with apache spread across multiple servers performing
>> different roles, all united by SSO on the apache instance acting as
>> a gateway.  The credentials are (I believe) passed through so an
>> employee only needs to authenticate once for all of our internal
>> resources.  We are also getting closer to using Kerberos/Domain
>> authentication for seamless SSO for our windows users.
> That makes more sense, you're authing with SSO and trying to pull
> information from LDAP.  However, your LDAP is keyed to look up on
> email address and when someone logs in via the web UI, there's no way
> to have their email address (think about it, RT only gets the username
> they logged in with, not their email address which is stored in LDAP).
> Often, ExternalAuth is keyed to look up on Username *and*
> EmailAddress, but yours is configured for just EmailAddress.
>
>>      Based on this I think our issues stem from him logging in via
>> the web before opening a ticket via email.  Funnily enough when he
>> emailed IT support for help with something around the office, the RT
>> system worked like a charm.  I'm starting to think I may be
>> over-thinking this entire situation...
> This also supports my above comment, since someone emailing into your
> system *would* be able to find their LDAP account, because RT has
> their email account.
>
> It sounds like many of these problems could be solved with
> RT-Extension-LDAPImport pulling users into the system so they'll exist
> before sending email or logging into the system.
>
> -kevin
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston --- March 5&  6, 2012

-- 
N. Scott Pestana
IT Infrastructure
Linguamatics
275 Grove Street, Suite 2-400
Newton, MA 02466

Tel: +1-774-571-7135

US Tel: +1-617-674-3256
UK Tel: 011-44-1223-421360
UK Fax: 011-44-1223-421361
Web: www.linguamatics.com

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From raubvogel at gmail.com  Fri Feb 24 14:29:34 2012
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Fri, 24 Feb 2012 14:29:34 -0500
Subject: [rt-users] RT boilerplate error: Log file
 '/local/rt3/var/log/rt.log' couldn't be written or created
In-Reply-To: <alpine.LRH.2.02.1202241826050.2759@calx061.ast.cam.ac.uk>
References: <alpine.LRH.2.02.1202241742030.2759@calx061.ast.cam.ac.uk>
	<CAHEKYV51upn2R9RF6kw9M3+XrthUwvEFhm_5+P87taF+Xp-NKQ@mail.gmail.com>
	<alpine.LRH.2.02.1202241826050.2759@calx061.ast.cam.ac.uk>
Message-ID: <CAHEKYV7jj_=8VePRqK=EyTLR9zCN3cdoZKY3qYh7By1UdGszJg@mail.gmail.com>

On Fri, Feb 24, 2012 at 1:26 PM, Richard McMahon <rgm at ast.cam.ac.uk> wrote:
>
>>>
>>> This produces the error.
>>>
>>> Log file '/local/rt3/var/log/rt.log' couldn't be written or created.
>>> ?RT can't run. at /local/rt3/lib/RT.pm line 318.
>>>
>>> Is there a way to change the location of the of rt.log from within a perl
>>> script. I do not have root priveledges and only want read access for
>>> queries using the API.
>>>
>> ? ? I do not know if this helps, but in RT_SiteConfig.pm you could
>> set, for instance,
>>
>> Set($LogDir,'/tmp/');
>> Set($LogToFileNamed, 'rt.log');
>>
>> or wherever it needs to go. About /local/rt3/var/log/rt.log, I wonder
>> who owns /local/rt3/var/log.
>>
>>
>
> thanks
>
> on our system:
>
> /local/rt3/var/log/rt.log is owned by apache
>
> /local/rt3/etc/RT_Config.pm and
> /local/rt3/etc/RT_SiteConfig.pm are owned by root
>
> r.
      Sounds like my setup. If this was an ubuntu install, I would see
(or ask someone to do the deed) if apparmor is not allowing the apache
user to create  /local/rt3/var/log/rt.log.

From jkperla at ucdavis.edu  Fri Feb 24 15:54:00 2012
From: jkperla at ucdavis.edu (Jourdan Perla)
Date: Fri, 24 Feb 2012 20:54:00 +0000
Subject: [rt-users] rt-mailgate 302 Error. No, not Plack.
Message-ID: <CB6D38E8.1791%jkperla@ucdavis.edu>

Install of RT3.8 on Ubuntu 10.4 LTS.

I'm getting that pesky "302 Found" error as I'm trying to push mail into my queues using rt-mailqueue.

I've done the usual Googling and wiki hunts, and I've run out of options.
- Aliases are working fine, it's a rt-mailgate error.
- Plack is up to date (0.9985).
- There's no extra '/'. It's finding rt-mailgate fine.
- Not configured for SSL. That's on my to-do list, and if I need to bump that up, I will.

Command : /usr/bin/rt-mailgate --queue myqueue --action correspond --url http://myserver.com/rt -debug < test.msg
Output:
/usr/bin/rt-mailgate: temp file is '/tmp/TykSIIvN17'
/usr/bin/rt-mailgate: connecting to http://myserver.com/rt/REST/1.0/NoAuth/mail-gateway
An Error Occurred
=================

302 Found

/usr/bin/rt-mailgate: undefined server error

Thoughts?
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From falcone at bestpractical.com  Fri Feb 24 17:15:18 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 24 Feb 2012 17:15:18 -0500
Subject: [rt-users] rt-mailgate 302 Error. No, not Plack.
In-Reply-To: <CB6D38E8.1791%jkperla@ucdavis.edu>
References: <CB6D38E8.1791%jkperla@ucdavis.edu>
Message-ID: <20120224221518.GD96259@jibsheet.com>

On Fri, Feb 24, 2012 at 08:54:00PM +0000, Jourdan Perla wrote:
>    Install of RT3.8 on Ubuntu 10.4 LTS.
>    I'm getting that pesky "302 Found" error as I'm trying to push mail into my queues using
>    rt-mailqueue.
>    I've done the usual Googling and wiki hunts, and I've run out of options.
>    - Aliases are working fine, it's a rt-mailgate error.
>    - Plack is up to date (0.9985).
>    - There's no extra '/'. It's finding rt-mailgate fine.
>    - Not configured for SSL. That's on my to-do list, and if I need to bump that up, I will.
>    Command : /usr/bin/rt-mailgate --queue myqueue --action correspond --url
>    http://myserver.com/rt -debug < test.msg
>    Output:
>    /usr/bin/rt-mailgate: temp file is '/tmp/TykSIIvN17'
>    /usr/bin/rt-mailgate: connecting to http://myserver.com/rt/REST/1.0/NoAuth/mail-gateway
>    An Error Occurred
>    =================
>    302 Found
>    /usr/bin/rt-mailgate: undefined server error
>    Thoughts?

What's in the RT logs.

What's your test.msg.

Also, Plack is only used in RT4

-kevin
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From lists at mhcsoftware.de  Sat Feb 25 05:13:48 2012
From: lists at mhcsoftware.de (Matthias Henze)
Date: Sat, 25 Feb 2012 11:13:48 +0100
Subject: [rt-users] Mail "from" header
Message-ID: <4F48B45C.3050909@mhcsoftware.de>

Hi,

where and how can I configure the "from" header of outgoing mail? At the
moment I get i.e:

Auto reply:    From: "Support Queue via RT" <support at mhcsoftware.de>
Agent answer:  From: "Agent Name via RT" <support at mhcsoftware.de>

What I want is for both cases:

From: "MHC Support" <support at mhcsoftware.de>

What do I have to do to get this?

TIA
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 dgarcia at cesca.cat  Mon Feb 27 04:34:34 2012
From: dgarcia at cesca.cat (Daniel Garcia Mejia)
Date: Mon, 27 Feb 2012 10:34:34 +0100
Subject: [rt-users]  Set colour tickets by priority
Message-ID: <4F4B4E2A.9070604@cesca.cat>

Hi,

I'm using rt 4.04
I want to color the tickets by priority, so I follow this tutorial:

http://requesttracker.wikia.com/wiki/ShowStatusInColor

But don't work... I don't know ifI haven't done well or it doesn't work 
in RT4.X.
Someone can try and confirm it works? If not, there is an alternative to 
putting color on the ticket as a priority in RT 4.X?

Thanks and best regards

Daniel

-- 

.......................................................................
         __
        / /       Daniel Garc?a Mej?a
  C E / S / C A   Portals i Repositoris
      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya

  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
.......................................................................

From tjrc at sanger.ac.uk  Mon Feb 27 09:04:09 2012
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Mon, 27 Feb 2012 14:04:09 +0000
Subject: [rt-users] Customising Quicksearch to show unowned ticket counts
Message-ID: <AAC93444-3048-42F6-86D1-14807200B1C0@sanger.ac.uk>

Hi there,

I'm in the process of doing some groundwork for migrating our [fairly customised] RT from 3.8.10 to 4.0.x, checking that our various add ons work (and if they don't, working out what we need to do to fix them).

I'm currently looking at our change to the Quicksearch panel.  In 3.8.x, there was a Conditions callback, which we used to:

1) add a count of unowned tickets in each queue, something some of my users are very keen on, and
2) to drop the count of stalled tickets, which our users mostly don't care about.

That callback has unfortunately been removed in the rewriting of this element to use life cycles and RT::Report::Tickets

Of those, (2) is easy to reimplement by either editing the lifecycle configuration, or overriding the element to skip the stalled status.

The first one looks much harder now, since RT::Report::Tickets appears to be simply using Group By to produce the various columns, and of course 'unowned' isn't a status as such, it requires different queries.

So I've overridden the QueueSummaryByLifecycle element and just perform the extra queries separately by another RT::Report::Tickets object searching for unowned tickets in all the requested queues, unowned, and grouped by queue, and use that to add 'unowned' hash elements to the $data hash.  Is that the best approach, or have I missed something a bit more elegant?

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 Lieven.Bridts at ocmwpuurs.be  Mon Feb 27 09:17:10 2012
From: Lieven.Bridts at ocmwpuurs.be (Lieven Bridts)
Date: Mon, 27 Feb 2012 14:17:10 +0000
Subject: [rt-users] RT4 Custom status transitions
Message-ID: <AD8B48747344D545ADCBC48F27CC79020BD589C9@EXCHANGE-DR.gempuurs.local>

Hello you all,

I did the upgrade to RT4 and configured an extra status "wait-ok". All seems well, except one thing.
When a ticket has the status "wait-ok" we can't change its status anymore. Only the option "wait-ok" is visible in the dropdown
You can find the LifeCycle as I defined it in RT_SiteConfig.pm hereby.
Did I make some kind of typo? Something else? Thanks for looking in to it.

# Lifecycles
Set(%Lifecycles,
    default => {
        initial         => [ 'new' ],
        active          => [ 'open', 'wait-ok','stalled' ],
        inactive        => [ 'resolved', 'rejected', 'deleted' ],

        defaults => {
            on_create => 'new',
            on_merge  => 'resolved',
            approved  => 'open',
            denied    => 'rejected',
        },

        transitions => {
            ''       => [qw(new open resolved wait-ok)],

            # from   => [ to list ],
            new      => [qw(open stalled resolved rejected deleted wait-ok)],
            open     => [qw(new stalled resolved rejected deleted wait-ok)],
            stalled  => [qw(open rejected resolved deleted wait-ok)],
            resolved => [qw(open stalled rejected deleted wait-ok)],
            rejected => [qw(open stalled resolved deleted wait-ok)],
            deleted  => [qw(open stalled rejected resolved wait-ok)],
            wait-ok  => [qw(open stalled rejected deleted resolved)],
        },
        rights => {
            '* -> deleted'  => 'DeleteTicket',
            '* -> *'        => 'ModifyTicket',
        },
        actions => [
            'new -> open'      => {
                label  => 'Open It', # loc
                update => 'Respond',
            },
            'new -> resolved'  => {
                label  => 'Resolve', # loc
                update => 'Comment',
            },
            'new -> rejected'  => {
                label  => 'Reject', # loc
                update => 'Respond',
            },
            'new -> deleted'   => {
                label  => 'Delete', # loc
            },
            'new -> wait-ok'    => {
                label  => 'Wait for OK', # loc
            },

            'open -> stalled'  => {
                label  => 'Stall', # loc
                update => 'Comment',
            },
            'open -> resolved' => {
                label  => 'Resolve', # loc
                update => 'Comment',
            },
            'open -> rejected' => {
                label  => 'Reject', # loc
                update => 'Respond',
            },
            'open -> wait-ok'    => {
                label  => 'Wait for OK', # loc
            },

            'stalled -> open'  => {
                label  => 'Open It', # loc
            },
            'stalled -> wait-ok'    => {
                label  => 'Wait for OK', # loc
            },
            'resolved -> open' => {
               label  => 'Re-open', # loc
                update => 'Comment',
            },
            'resolved -> wait-ok'    => {
                label  => 'Wait for OK', # loc
            },
            'rejected -> open' => {
                label  => 'Re-open', # loc
                update => 'Comment',
            },
            'rejected -> wait-ok'    => {
                label  => 'Wait for OK', # loc
            },
            'deleted -> open'  => {
                label  => 'Undelete', # loc
            },
            'deleted -> wait-ok'    => {
                label  => 'Wait for OK', # loc
            },
            'wait-ok -> open' => {
                label  => 'Re-open', # loc
            },
            'wait-ok -> resolved' => {
                label  => 'Resolve', # loc
            },
            'wait-ok -> deleted' => {
                label  => 'Delete', # loc
            },
            'wait-ok -> rejected' => {
                label  => 'Reject', # loc
            },
        ],
    },
# don't change lifecyle of the approvals, they are not capable to deal with
# custom statuses
    approvals => {
        initial         => [ 'new' ],
        active          => [ 'open', 'stalled' ],
        inactive        => [ 'resolved', 'rejected', 'deleted' ],

        defaults => {
            on_create => 'new',
            on_merge => 'resolved',
        },

        transitions => {
            ''       => [qw(new open resolved)],

            # from   => [ to list ],
            new      => [qw(open stalled resolved rejected deleted)],
            open     => [qw(new stalled resolved rejected deleted)],
            stalled  => [qw(new open rejected resolved deleted)],
            resolved => [qw(new open stalled rejected deleted)],
            rejected => [qw(new open stalled resolved deleted)],
            deleted  => [qw(new open stalled rejected resolved)],
        },
        rights => {
            '* -> deleted'  => 'DeleteTicket',
            '* -> rejected' => 'ModifyTicket',
            '* -> *'        => 'ModifyTicket',
        },
        actions => [
            'new -> open'      => {
                label  => 'Open It', # loc
                update => 'Respond',
            },
            'new -> resolved'  => {
                label  => 'Resolve', # loc
                update => 'Comment',
            },
            'new -> rejected'  => {
                label  => 'Reject', # loc
                update => 'Respond',
            },
            'new -> deleted'   => {
                label  => 'Delete', # loc
            },

            'open -> stalled'  => {
                label  => 'Stall', # loc
                update => 'Comment',
            },
            'open -> resolved' => {
                label  => 'Resolve', # loc
                update => 'Comment',
            },
            'open -> rejected' => {
                label  => 'Reject', # loc
                update => 'Respond',
            },

            'stalled -> open'  => {
                label  => 'Open It', # loc
            },
            'resolved -> open' => {
                label  => 'Re-open', # loc
                update => 'Comment',
            },
            'rejected -> open' => {
                label  => 'Re-open', # loc
                update => 'Comment',
            },
            'deleted -> open'  => {
                label  => 'Undelete', # loc
            },
        ],
    },
);

Thx,
Lieven Bridts
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From trs at bestpractical.com  Mon Feb 27 09:44:12 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 27 Feb 2012 09:44:12 -0500
Subject: [rt-users] RT4 Custom status transitions
In-Reply-To: <AD8B48747344D545ADCBC48F27CC79020BD589C9@EXCHANGE-DR.gempuurs.local>
References: <AD8B48747344D545ADCBC48F27CC79020BD589C9@EXCHANGE-DR.gempuurs.local>
Message-ID: <4F4B96BC.2060703@bestpractical.com>

On 02/27/2012 09:17 AM, Lieven Bridts wrote:
> Did I make some kind of typo? Something else? Thanks for looking in to it.

There's a Perl syntax error in your config, unfortunately.

>         transitions => {
>             ''       => [qw(new open resolved wait-ok)],
>             # from   => [ to list ],
>             new      => [qw(open stalled resolved rejected deleted
> wait-ok)],
>             open     => [qw(new stalled resolved rejected deleted wait-ok)],
>             stalled  => [qw(open rejected resolved deleted wait-ok)],
>             resolved => [qw(open stalled rejected deleted wait-ok)],
>             rejected => [qw(open stalled resolved deleted wait-ok)],
>             deleted  => [qw(open stalled rejected resolved wait-ok)],
>             wait-ok  => [qw(open stalled rejected deleted resolved)],

wait-ok needs to be quoted on the left hand side because it contains a
hyphen.  If it was just bare alphanumeric like the others, you wouldn't
need to quote it.

             'wait-ok'  => [qw(open stalled rejected deleted resolved)],

should fix your problem.

>         },

From ruz at bestpractical.com  Mon Feb 27 10:34:07 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 27 Feb 2012 19:34:07 +0400
Subject: [rt-users] Customising Quicksearch to show unowned ticket counts
In-Reply-To: <AAC93444-3048-42F6-86D1-14807200B1C0@sanger.ac.uk>
References: <AAC93444-3048-42F6-86D1-14807200B1C0@sanger.ac.uk>
Message-ID: <CAMOxC8swmbKQw=2+9mG4Ae7kCvOm7BW7O7UFS41VuySGM1excw@mail.gmail.com>

On Mon, Feb 27, 2012 at 18:04, Tim Cutts <tjrc at sanger.ac.uk> wrote:
> Hi there,
>
> I'm in the process of doing some groundwork for migrating our [fairly customised] RT from 3.8.10 to 4.0.x, checking that our various add ons work (and if they don't, working out what we need to do to fix them).
>
> I'm currently looking at our change to the Quicksearch panel. ?In 3.8.x, there was a Conditions callback, which we used to:
>
> 1) add a count of unowned tickets in each queue, something some of my users are very keen on, and
> 2) to drop the count of stalled tickets, which our users mostly don't care about.
>
> That callback has unfortunately been removed in the rewriting of this element to use life cycles and RT::Report::Tickets
>
> Of those, (2) is easy to reimplement by either editing the lifecycle configuration, or overriding the element to skip the stalled status.
>
> The first one looks much harder now, since RT::Report::Tickets appears to be simply using Group By to produce the various columns, and of course 'unowned' isn't a status as such, it requires different queries.
>
> So I've overridden the QueueSummaryByLifecycle element and just perform the extra queries separately by another RT::Report::Tickets object searching for unowned tickets in all the requested queues, unowned, and grouped by queue, and use that to add 'unowned' hash elements to the $data hash. ?Is that the best approach, or have I missed something a bit more elegant?

add callback right before the following line and change $query as you need:

$report->SetupGroupings(...);

In your case callback would simple:

$$Query = "($$Query) AND Owner = 'Nobody'";

Also, components have:

$m->callback( CallbackName => 'Filter', Queues => \@queues );

You can add similar callback to filter statuses a few lines later.

So two simple patches that add one line callback calls and two callback files.

> 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.
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From Lieven.Bridts at ocmwpuurs.be  Mon Feb 27 10:49:49 2012
From: Lieven.Bridts at ocmwpuurs.be (LievenB)
Date: Mon, 27 Feb 2012 07:49:49 -0800 (PST)
Subject: [rt-users] RT4 Custom status transitions
In-Reply-To: <4F4B96BC.2060703@bestpractical.com>
References: <AD8B48747344D545ADCBC48F27CC79020BD589C9@EXCHANGE-DR.gempuurs.local>
	<4F4B96BC.2060703@bestpractical.com>
Message-ID: <33400639.post@talk.nabble.com>

Many thanks from a total Perl-newbie
The quotes did the trick

Lieven

Thomas Sibley wrote:
> 
> On 02/27/2012 09:17 AM, Lieven Bridts wrote:
>> Did I make some kind of typo? Something else? Thanks for looking in to
>> it.
> 
> There's a Perl syntax error in your config, unfortunately.
> wait-ok needs to be quoted on the left hand side because it contains a
> hyphen.  If it was just bare alphanumeric like the others, you wouldn't
> need to quote it.
> 
>              'wait-ok'  => [qw(open stalled rejected deleted resolved)],
> 
> should fix your problem.
> 
>>         },
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
> 
> 

-- 
View this message in context: http://old.nabble.com/RT4-Custom-status-transitions-tp33400048p33400639.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

From tjrc at sanger.ac.uk  Mon Feb 27 11:50:12 2012
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Mon, 27 Feb 2012 16:50:12 +0000
Subject: [rt-users] Customising Quicksearch to show unowned ticket counts
In-Reply-To: <CAMOxC8swmbKQw=2+9mG4Ae7kCvOm7BW7O7UFS41VuySGM1excw@mail.gmail.com>
References: <AAC93444-3048-42F6-86D1-14807200B1C0@sanger.ac.uk>
	<CAMOxC8swmbKQw=2+9mG4Ae7kCvOm7BW7O7UFS41VuySGM1excw@mail.gmail.com>
Message-ID: <31CBC91A-A97F-4F1D-962D-5A2C4BBB9110@sanger.ac.uk>

Hi Ruslan, thanks for the quick response.

On 27 Feb 2012, at 15:34, Ruslan Zakirov wrote:

>> So I've overridden the QueueSummaryByLifecycle element and just perform the extra queries separately by another RT::Report::Tickets object searching for unowned tickets in all the requested queues, unowned, and grouped by queue, and use that to add 'unowned' hash elements to the $data hash.  Is that the best approach, or have I missed something a bit more elegant?
> 
> 
> add callback right before the following line and change $query as you need:
> 
> $report->SetupGroupings(...);
> 
> In your case callback would simple:
> 
> $$Query = "($$Query) AND Owner = 'Nobody'";
> 
> Also, components have:
> 
> $m->callback( CallbackName => 'Filter', Queues => \@queues );
> 
> You can add similar callback to filter statuses a few lines later.
> 
> So two simple patches that add one line callback calls and two callback files.

Ah, neater, but that's not quite what I'm after though; I need the existing status columns to be unchanged (i.e. tickets owned by anyone) whereas the unowned column is tickets in any active status which are owned by Nobody; I don't think that can be done with a single call to SetupGroupings, can it?

Tim

-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 

From TFrench at theprivatebank.com  Mon Feb 27 12:20:26 2012
From: TFrench at theprivatebank.com (Todd French)
Date: Mon, 27 Feb 2012 17:20:26 +0000
Subject: [rt-users] Show More About Requestors not showing Phone Numbers for
 Privileged users, but does for the Admin
Message-ID: <ECAF53276AC7D847AE81E3FB29CF8B2EA1F301@chi-exmb1p.pvtb.local>

Background info: running RT4.0.2, and $MoreAboutRequestorExtraInfo is enabled:
Set($MoreAboutRequestorExtraInfo, "WorkPhone, Organization"
As the administrator of RT, I can see the data for both fields in the web interface for any ticket.  Any other privileged user, however, sees nothing for the phone number, but does see the data from the Organization field.  What I am not understanding is what user right dictates being able to see the data in this field:  I verified that it appears to be a user right by granting one of my users the "Do anything and everything" right, and then they were able to see the data in the WorkPhone field as well.

Todd French
Help Desk Administrator
The PrivateBank

________________________________

The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and privileged material. Unauthorized review, use, disclosure, or distribution is prohibited. If you receive this material/information in error, please contact the sender and destroy the material/information.

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From ruz at bestpractical.com  Mon Feb 27 14:19:23 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 27 Feb 2012 23:19:23 +0400
Subject: [rt-users] Mail "from" header
In-Reply-To: <4F48B45C.3050909@mhcsoftware.de>
References: <4F48B45C.3050909@mhcsoftware.de>
Message-ID: <CAMOxC8s1OfJ3KC9mry1jjvaZcyyMZU7Bo9wQeUKRBFYwOjDThg@mail.gmail.com>

On Sat, Feb 25, 2012 at 14:13, Matthias Henze <lists at mhcsoftware.de> wrote:
> Hi,
>
> where and how can I configure the "from" header of outgoing mail? At the
> moment I get i.e:
>
> Auto reply: ? ?From: "Support Queue via RT" <support at mhcsoftware.de>
> Agent answer: ?From: "Agent Name via RT" <support at mhcsoftware.de>
>
> What I want is for both cases:
>
> From: "MHC Support" <support at mhcsoftware.de>
>
> What do I have to do to get this?

http://requesttracker.wikia.com/wiki/FAQ#Templates
Q: How to change From line in outgoing mail.

> TIA
> 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
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From diaulas.castro at intersolution.inf.br  Mon Feb 27 15:48:04 2012
From: diaulas.castro at intersolution.inf.br (Diaulas Castro)
Date: Mon, 27 Feb 2012 20:48:04 +0000
Subject: [rt-users] RES:  Mail "from" header
In-Reply-To: <CAMOxC8s1OfJ3KC9mry1jjvaZcyyMZU7Bo9wQeUKRBFYwOjDThg@mail.gmail.com>
References: <4F48B45C.3050909@mhcsoftware.de>
	<CAMOxC8s1OfJ3KC9mry1jjvaZcyyMZU7Bo9wQeUKRBFYwOjDThg@mail.gmail.com>
Message-ID: <3B9178D874F56F47B616AB50C01F7B7701DE3856@SN2PRD8002MB116.lamprd80.prod.outlook.com>

In RT_SiteConfig.pm: 
   Set($CorrespondAddress , 'ticket at domain.com') 

or individually by queue:
  Check queue config for the field "Reply Address".

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Inform?tica 
Tel.: (55 11) 3443-1472 
www.intersolution.inf.br 
Oracle Certified Partner

-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Ruslan Zakirov
Enviada em: segunda-feira, 27 de fevereiro de 2012 16:19
Para: Matthias Henze
Cc: rt-users at lists.bestpractical.com
Assunto: Re: [rt-users] Mail "from" header

On Sat, Feb 25, 2012 at 14:13, Matthias Henze <lists at mhcsoftware.de> wrote:
> Hi,
>
> where and how can I configure the "from" header of outgoing mail? At 
> the moment I get i.e:
>
> Auto reply: ? ?From: "Support Queue via RT" <support at mhcsoftware.de> 
> Agent answer: ?From: "Agent Name via RT" <support at mhcsoftware.de>
>
> What I want is for both cases:
>
> From: "MHC Support" <support at mhcsoftware.de>
>
> What do I have to do to get this?

http://requesttracker.wikia.com/wiki/FAQ#Templates
Q: How to change From line in outgoing mail.

> TIA
> 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
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

--
Best regards, Ruslan.
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

From lists at mhcsoftware.de  Mon Feb 27 16:24:54 2012
From: lists at mhcsoftware.de (Matthias Henze)
Date: Mon, 27 Feb 2012 22:24:54 +0100
Subject: [rt-users] Mail "from" header
In-Reply-To: <CAMOxC8s1OfJ3KC9mry1jjvaZcyyMZU7Bo9wQeUKRBFYwOjDThg@mail.gmail.com>
References: <4F48B45C.3050909@mhcsoftware.de>
	<CAMOxC8s1OfJ3KC9mry1jjvaZcyyMZU7Bo9wQeUKRBFYwOjDThg@mail.gmail.com>
Message-ID: <4F4BF4A6.5070902@mhcsoftware.de>

Thanks, but:

For me this only works for the auto reply. Which template do I have to
edit for the agent replies?

When a Agent replies the ticket ID tag in the subject gets lost. How can
I avoid this?

TIA
MH

Am 27.02.2012 20:19, schrieb Ruslan Zakirov:
> On Sat, Feb 25, 2012 at 14:13, Matthias Henze <lists at mhcsoftware.de> wrote:
>> Hi,
>>
>> where and how can I configure the "from" header of outgoing mail? At the
>> moment I get i.e:
>>
>> Auto reply:    From: "Support Queue via RT" <support at mhcsoftware.de>
>> Agent answer:  From: "Agent Name via RT" <support at mhcsoftware.de>
>>
>> What I want is for both cases:
>>
>> From: "MHC Support" <support at mhcsoftware.de>
>>
>> What do I have to do to get this?
> 
> 
> http://requesttracker.wikia.com/wiki/FAQ#Templates
> Q: How to change From line in outgoing mail.
> 
> 
>> TIA
>> 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
>>
>>
>>
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston  March 5 & 6, 2012
> 
> 
> 

-- 

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 jim.lesinski at gmail.com  Mon Feb 27 17:27:11 2012
From: jim.lesinski at gmail.com (Jim Lesinski)
Date: Mon, 27 Feb 2012 17:27:11 -0500
Subject: [rt-users] rt 4.0.5 - Autocomplete field type for external custom
 field does not work for non root user
Message-ID: <CAAxD6PPuj9U1bpkOZ9Ew=uFWLoO+BhOgv9m6akXzj1SAXwC1rw@mail.gmail.com>

Hello,

Running RT4.0.5, Internet explorer 9, Chrome, Firefox

I have set up a custom data source for a custom field as outlined
in external_custom_fields.pod. It seems that everything works fine and I
get pick list data populated into the custom field for all field types when
logged in as an account with root privileges. However, if I switch to an
account that has non-root privileges, all the fields types work as expected
other than the autocomplete field type. For some reason this field type
returns no data when I am logged in as a non-root user account. I have
tested this with the default example external custom field file "Groups.pm"
by adding the line below to my RT_SiteConfig.pm

Set(@CustomFieldValuesSources, "RT::CustomFieldValues::Groups");

I then set up a test field as outlined in the attached screen shots and
tried is as both a root and non-root account. I know the obvious answer
would be that I have permissions set up incorrectly for the non-root
account, but if that is true then why would simply changing the field type
make it work correctly and allow the values to show up?

Has anyone else run into this? Can someone else verify this in their
environment?

Thanks!
Jim
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From mnagel at willingminds.com  Mon Feb 27 20:03:13 2012
From: mnagel at willingminds.com (Mark D. Nagel)
Date: Mon, 27 Feb 2012 17:03:13 -0800
Subject: [rt-users] Ticket/ModifyPeople.html triggers Scrips
Message-ID: <4F4C27D1.9030102@willingminds.com>

I have been troubleshooting an interesting problem since we upgraded to 
RT 4.0.5.  If we have a new unassigned ticket and simply open the page 
Ticket/ModifyPeople.html, one of our Scrips fires off email without any 
other action (and the owner is not actually changed).  The scrip has a 
custom condition to check if this is an assignment transaction (see 
below).  The action is 'Notify Owner' and template is 'Ticket 
Assigned'.  Point is, since this is not an actual transaction, but just 
bringing up a form, it doesn't seem like it should trigger this Scrip.  
I looked at the source and I see that there is a DryRun call in the INIT 
section, but it seems like it should not be causing any email to be 
sent.  Am I dealing with a bug, or do I have a bum Scrip?

Thanks,
Mark

my $Transaction = $self->TransactionObj;
my $Ticket = $self->TicketObj;

# similar to OnOwnerChange, but only trigger if actor is not the new 
owner and
# new owner is not 'nobody'
return 0 unless $Transaction->Field eq 'Owner';
return 0 if $Transaction->OldValue == $Transaction->NewValue;
return 0 if $Transaction->Creator == $Transaction->NewValue;
return 0 if $Transaction->NewValue == $RT::Nobody->Id;

my $field = $Transaction->Field;
my $old = $Transaction->OldValue;
my $new = $Transaction->NewValue;
my $creator = $Transaction->Creator;
my $type = $Transaction->Type;
$RT::Logger->debug("On Assign Notify Owner Condition - type: '$type' 
field: '$field'  old: '$old' new: '$new' creator: '$creator'");

return 1;

-- 
Mark D. Nagel, CCIE #3177<mnagel at willingminds.com>
Principal Consultant, Willing Minds LLC (http://www.willingminds.com)
cell: 949-279-5817, desk: 714-495-4001, fax: 714-646-8277

** For faster support response time, please
** email support at willingminds.com or call 714-495-4000

From chrisherrmann7 at gmail.com  Mon Feb 27 22:32:00 2012
From: chrisherrmann7 at gmail.com (Chris Herrmann)
Date: Tue, 28 Feb 2012 14:32:00 +1100
Subject: [rt-users] RT3.8.7 using custom fields to restrict sending a reply
	on resolve
Message-ID: <CAE+JXUX2Pmgm22Ltu5MYZCysDWH8ANuwTLm9WenTnyG1SBPiHw@mail.gmail.com>

Hi,

I'm trying to implement a system so that if a custom field is set to
"Y", then the system will send an email (specified by a template) to
the requestor. If the CF is "N" or blank then it will not send, and
will simply resolve the ticket. I've borrowed from several other
sources such as
http://lists.bestpractical.com/pipermail/rt-users/2010-April/064498.html
and http://tpokorra.blogspot.com.au/2009/01/request-tracker-scrip-that-involves.html
but my end goal is a little different.

I've tried various combinations of things that I'll describe in more
detail below, but the short version is that I cannot get it to
correctly send when CF=Y and not send when CF=N.

So far I have:

- Created a template for the email (this part works OK - it looks
correct when I test it)
- Have created a scrip as follows on a test internal queue...

Description:SendFeedbackOnResolve
Condition: On Resolve
Action: AutoReply to Requestors
Template: MyCustomTemplate
Stage: TransactionCreate

Custom Condition:
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

if  ($trans->Type eq 'CustomField')
    {my $cf = new RT::CustomField($RT::SystemUser);
     $cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "RequestFeedback");
     return 0 unless $cf->id;
     if  ($trans->Field == $cf->id &&
          $trans->NewValue eq "Y")
          {
           return 1;
          }
    }
return 0;

==============
This custom condition sends the email in every circumstance.
If I add Custom action preparation code: return 1; it does not appear
to change the behaviour
If I add Custom action cleanup code: return 1/0; it modifies the
behaviour as follows:
1 --> sends email
0 --> doesn't send email

If I move that code to the action clean code block it always sends a message.

I've also tried with TransactionBatch instead of create, and action
"NotifyRequestors" but with no success.

Help! As you may have guessed I'm not a coder, so I've instead tried
to work through permutations to see how changing things impacts the
result... unfortunately none of it as desired :/

One thing that occured to me (but I don't know how to do) is to change
the action to "User Defined" and then if the conditions are met, to
trigger an auto-reply with the desired template BUT I don't know how
to do this...

Thanks in advance,

Chris

From kenn.crocker at gmail.com  Tue Feb 28 01:05:02 2012
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Mon, 27 Feb 2012 22:05:02 -0800
Subject: [rt-users] RT3.8.7 using custom fields to restrict sending a
 reply on resolve
In-Reply-To: <CAE+JXUX2Pmgm22Ltu5MYZCysDWH8ANuwTLm9WenTnyG1SBPiHw@mail.gmail.com>
References: <CAE+JXUX2Pmgm22Ltu5MYZCysDWH8ANuwTLm9WenTnyG1SBPiHw@mail.gmail.com>
Message-ID: <CAOtpkajSpx7AEE8dW8biiq3jvPDeQFmR6Pn7t7f9TWio=WCRhw@mail.gmail.com>

Chris,

Ever hear the term "Timing is everything"? I think your timing is off on
this. Your code is triggered by the transaction that changes the status to
"resolved". Therefore, "New Value" will not be "Y".

In your situation, I think your Custom Field already has a value of "Y" or
"N" and therefore there is no "New Value" being set for it.

What you need to do is look at the value that is already present in that
Custom Field.

Secondly, in your scrip you have already told RT to look for a standard
one, "On Resolve" and then you put user-defined custom code in the
condition area. That won't work.

You need to change your Condition selection to "User-Defined", then in the
Custom Condition code area you need to remove all the code you put in after
your definition of $trans and $ticket.

Then put in conditions like:

$cf_value = $ticket->whatever code defines the custom field;

if  ($trans->Type->Status &&
    $trans->NewValue eq "resolved" &&
    $cf_value eq "Y")
    {
     return 1;
    }

return 0;

You'll have to get the correct code to define the value in the ticket
custom field for your condition yourself as I'm out of state and not near
my computer, so I don't have the code and I need my examples cause I'm not
much of a perl programmer.

However, this will simply specify your condition to be:

"if this current transaction is about the ticket being resolved AND
 the value in the stated custom field is "Y",

then continue, otherwise get out.

I think that is what you want.

I believe the RT wiki has an example or two of this, if not, my guide does.

Hope this helps.

Kenn

Kenn

On Mon, Feb 27, 2012 at 7:32 PM, Chris Herrmann <chrisherrmann7 at gmail.com>wrote:

> Hi,
>
> I'm trying to implement a system so that if a custom field is set to
> "Y", then the system will send an email (specified by a template) to
> the requestor. If the CF is "N" or blank then it will not send, and
> will simply resolve the ticket. I've borrowed from several other
> sources such as
> http://lists.bestpractical.com/pipermail/rt-users/2010-April/064498.html
> and
> http://tpokorra.blogspot.com.au/2009/01/request-tracker-scrip-that-involves.html
> but my end goal is a little different.
>
> I've tried various combinations of things that I'll describe in more
> detail below, but the short version is that I cannot get it to
> correctly send when CF=Y and not send when CF=N.
>
> So far I have:
>
> - Created a template for the email (this part works OK - it looks
> correct when I test it)
> - Have created a scrip as follows on a test internal queue...
>
> Description:SendFeedbackOnResolve
> Condition: On Resolve
> Action: AutoReply to Requestors
> Template: MyCustomTemplate
> Stage: TransactionCreate
>
> Custom Condition:
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
>
> if  ($trans->Type eq 'CustomField')
>    {my $cf = new RT::CustomField($RT::SystemUser);
>     $cf->LoadByName(Queue => $ticket->QueueObj->id,Name =>
> "RequestFeedback");
>     return 0 unless $cf->id;
>     if  ($trans->Field == $cf->id &&
>          $trans->NewValue eq "Y")
>          {
>           return 1;
>          }
>    }
> return 0;
>
> ==============
> This custom condition sends the email in every circumstance.
> If I add Custom action preparation code: return 1; it does not appear
> to change the behaviour
> If I add Custom action cleanup code: return 1/0; it modifies the
> behaviour as follows:
> 1 --> sends email
> 0 --> doesn't send email
>
> If I move that code to the action clean code block it always sends a
> message.
>
> I've also tried with TransactionBatch instead of create, and action
> "NotifyRequestors" but with no success.
>
> Help! As you may have guessed I'm not a coder, so I've instead tried
> to work through permutations to see how changing things impacts the
> result... unfortunately none of it as desired :/
>
> One thing that occured to me (but I don't know how to do) is to change
> the action to "User Defined" and then if the conditions are met, to
> trigger an auto-reply with the desired template BUT I don't know how
> to do this...
>
> Thanks in advance,
>
> Chris
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
>
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From fabio.varela at usp.br  Tue Feb 28 01:04:50 2012
From: fabio.varela at usp.br (Fabio Varela)
Date: Tue, 28 Feb 2012 03:04:50 -0300
Subject: [rt-users] Multiple owners for tickets
Message-ID: <4F4C6E82.90907@usp.br>

Hi Everybody, I'm subscribed for the list bout an year maybe, but this 
is my first post... So let's rock!!

I have a simple issue about ticket ownership in RT4 (4.0.0). We need to 
attribute some tickets for two or more owners at the same time, 
depending on the type of job our field teams are asked to perform. Is it 
possible in some way??

From kenn.crocker at gmail.com  Tue Feb 28 02:36:04 2012
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Mon, 27 Feb 2012 23:36:04 -0800
Subject: [rt-users] Multiple owners for tickets
In-Reply-To: <4F4C6E82.90907@usp.br>
References: <4F4C6E82.90907@usp.br>
Message-ID: <CAOtpkai0+Eq_YSjYdfyMvN4Qnc4zFtu-bsxjcMhQNFB4zpkuVw@mail.gmail.com>

Fabio,

No. Every ticket can have only one owner. My suggestion is to define the
type of work in the Queue/ticket and then based on type of work, generate
as many children tickets with different owners as you need.

That's all I can think of at the moment.

Kenn

On Mon, Feb 27, 2012 at 10:04 PM, Fabio Varela <fabio.varela at usp.br> wrote:

> Hi Everybody, I'm subscribed for the list bout an year maybe, but this is
> my first post... So let's rock!!
>
> I have a simple issue about ticket ownership in RT4 (4.0.0). We need to
> attribute some tickets for two or more owners at the same time, depending
> on the type of job our field teams are asked to perform. Is it possible in
> some way??
> --------
> RT Training Sessions (http://bestpractical.com/**services/training.html<http://bestpractical.com/services/training.html>
> )
> * Boston  March 5 & 6, 2012
>
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From kenn.crocker at gmail.com  Tue Feb 28 02:39:24 2012
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Mon, 27 Feb 2012 23:39:24 -0800
Subject: [rt-users] Add user as CC to Ticket
In-Reply-To: <23037DC22CE8C3428E7636883099F1AAB816F90EB4@JXVXMP01.wwcorp.net>
References: <23037DC22CE8C3428E7636883099F1AAB816F90EB4@JXVXMP01.wwcorp.net>
Message-ID: <CAOtpkahoLKDSHoXLjbSxFZ-fnxTMXdw18cJYDvt9ptZXjXMD_w@mail.gmail.com>

Christopher,

That would be the "Watch" right.

Kenn

On Thu, Feb 23, 2012 at 1:30 PM, Christopher Lasater <CLasater at taleo.com>wrote:

> Hey Guys,****
>
> How do give someone the ability to add another user as a CC, without
> giving them the ability to Modify the who ticket?  ****
>
> ** **
>
> *Christopher Lasater
> **Technology Analyst I
> **Taleo
>
> *****
>
> ** **
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012
>
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From fireskyer at emailn.de  Tue Feb 28 03:23:40 2012
From: fireskyer at emailn.de (john s.)
Date: Tue, 28 Feb 2012 00:23:40 -0800 (PST)
Subject: [rt-users] re configure rt
Message-ID: <33405103.post@talk.nabble.com>

Hello guys 

I have an simple question 

How can i reconfigure an existing Rt instance  without a new install 

best regards 

john s. 

-- 
View this message in context: http://old.nabble.com/reconfigure-rt-tp33405103p33405103.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

From odhiambo at gmail.com  Tue Feb 28 03:40:10 2012
From: odhiambo at gmail.com (Odhiambo Washington)
Date: Tue, 28 Feb 2012 11:40:10 +0300
Subject: [rt-users] re configure rt
In-Reply-To: <33405103.post@talk.nabble.com>
References: <33405103.post@talk.nabble.com>
Message-ID: <CAAdA2WM2vgQ2OmqSBA3UzUncaQzLP_kuyUrDKBdbT5sTvqXSmQ@mail.gmail.com>

On Tue, Feb 28, 2012 at 11:23, john s. <fireskyer at emailn.de> wrote:

>
> Hello guys
>
> I have an simple question
>
> How can i reconfigure an existing Rt instance  without a new install
>
>
Reconfigure so that you achieve what exactly?

-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
I can't hear you -- I'm using the scrambler.
Please consider the environment before printing this email.
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From fireskyer at emailn.de  Tue Feb 28 07:14:34 2012
From: fireskyer at emailn.de (john s.)
Date: Tue, 28 Feb 2012 04:14:34 -0800 (PST)
Subject: [rt-users] re  configure rt
In-Reply-To: <CAAdA2WM2vgQ2OmqSBA3UzUncaQzLP_kuyUrDKBdbT5sTvqXSmQ@mail.gmail.com>
References: <33405103.post@talk.nabble.com>
	<CAAdA2WM2vgQ2OmqSBA3UzUncaQzLP_kuyUrDKBdbT5sTvqXSmQ@mail.gmail.com>
Message-ID: <33406237.post@talk.nabble.com>

for example change from mod perl to mod fcgid or sth else 

best regards 

john s. 
-- 
View this message in context: http://old.nabble.com/reconfigure-rt-tp33405103p33406237.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

From ruz at bestpractical.com  Tue Feb 28 09:13:21 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 28 Feb 2012 18:13:21 +0400
Subject: [rt-users] Ticket/ModifyPeople.html triggers Scrips
In-Reply-To: <4F4C27D1.9030102@willingminds.com>
References: <4F4C27D1.9030102@willingminds.com>
Message-ID: <CAMOxC8sw7f6tpkziwz2c8t3xOGMW-LX7gbnJJ-TFLjnvQN4QKQ@mail.gmail.com>

I hope you picked User Defined condition in the dropdown.

On Tue, Feb 28, 2012 at 05:03, Mark D. Nagel <mnagel at willingminds.com> wrote:
> I have been troubleshooting an interesting problem since we upgraded to RT
> 4.0.5. ?If we have a new unassigned ticket and simply open the page
> Ticket/ModifyPeople.html, one of our Scrips fires off email without any
> other action (and the owner is not actually changed). ?The scrip has a
> custom condition to check if this is an assignment transaction (see below).
> ?The action is 'Notify Owner' and template is 'Ticket Assigned'. ?Point is,
> since this is not an actual transaction, but just bringing up a form, it
> doesn't seem like it should trigger this Scrip. ?I looked at the source and
> I see that there is a DryRun call in the INIT section, but it seems like it
> should not be causing any email to be sent. ?Am I dealing with a bug, or do
> I have a bum Scrip?
>
> Thanks,
> Mark
>
> my $Transaction = $self->TransactionObj;
> my $Ticket = $self->TicketObj;
>
> # similar to OnOwnerChange, but only trigger if actor is not the new owner
> and
> # new owner is not 'nobody'
> return 0 unless $Transaction->Field eq 'Owner';
> return 0 if $Transaction->OldValue == $Transaction->NewValue;
> return 0 if $Transaction->Creator == $Transaction->NewValue;
> return 0 if $Transaction->NewValue == $RT::Nobody->Id;
>
> my $field = $Transaction->Field;
> my $old = $Transaction->OldValue;
> my $new = $Transaction->NewValue;
> my $creator = $Transaction->Creator;
> my $type = $Transaction->Type;
> $RT::Logger->debug("On Assign Notify Owner Condition - type: '$type' field:
> '$field' ?old: '$old' new: '$new' creator: '$creator'");
>
> return 1;
>
>
> --
> Mark D. Nagel, CCIE #3177<mnagel at willingminds.com>
> Principal Consultant, Willing Minds LLC (http://www.willingminds.com)
> cell: 949-279-5817, desk: 714-495-4001, fax: 714-646-8277
>
> ** For faster support response time, please
> ** email support at willingminds.com or call 714-495-4000
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From ruz at bestpractical.com  Tue Feb 28 09:17:17 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 28 Feb 2012 18:17:17 +0400
Subject: [rt-users] rt 4.0.5 - Autocomplete field type for external
 custom field does not work for non root user
In-Reply-To: <CAAxD6PPuj9U1bpkOZ9Ew=uFWLoO+BhOgv9m6akXzj1SAXwC1rw@mail.gmail.com>
References: <CAAxD6PPuj9U1bpkOZ9Ew=uFWLoO+BhOgv9m6akXzj1SAXwC1rw@mail.gmail.com>
Message-ID: <CAMOxC8vFyNW7MannPwT4Z=PJib_fkEDxkADUHd6zWssaWg0CVA@mail.gmail.com>

On Tue, Feb 28, 2012 at 02:27, Jim Lesinski <jim.lesinski at gmail.com> wrote:
> Hello,
>
> Running RT4.0.5, Internet explorer 9, Chrome, Firefox
>
> I have set up a custom data source for a custom field as outlined
> in?external_custom_fields.pod. It seems that everything works fine and I get
> pick list data populated into the custom field for all field types when
> logged in as an account with root?privileges. However, if I switch to an
> account that has non-root privileges, all the fields types work as expected
> other than the autocomplete field type. For some reason this field type
> returns no data when I am logged in as a non-root user account. I have
> tested this with the default example external custom field file "Groups.pm"
> by adding the line below to my RT_SiteConfig.pm
>
> Set(@CustomFieldValuesSources, "RT::CustomFieldValues::Groups");
>
> I then set up a test field as outlined in the attached screen shots and
> tried is as both a root and non-root account. I know the obvious answer
> would be that I have permissions set up incorrectly for the non-root
> account, but if that is true then why would simply changing the field type
> make it work correctly and allow the values to show up?
>
> Has anyone else run into this? Can someone else verify this in their
> environment?
>

http://issues.bestpractical.com/Ticket/Display.html?id=16946

> Thanks!
> Jim
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

-- 
Best regards, Ruslan.

From mnagel at willingminds.com  Tue Feb 28 09:18:51 2012
From: mnagel at willingminds.com (Mark D. Nagel)
Date: Tue, 28 Feb 2012 06:18:51 -0800
Subject: [rt-users] Ticket/ModifyPeople.html triggers Scrips
In-Reply-To: <CAMOxC8sw7f6tpkziwz2c8t3xOGMW-LX7gbnJJ-TFLjnvQN4QKQ@mail.gmail.com>
References: <4F4C27D1.9030102@willingminds.com>
	<CAMOxC8sw7f6tpkziwz2c8t3xOGMW-LX7gbnJJ-TFLjnvQN4QKQ@mail.gmail.com>
Message-ID: <f2d0620f-15cb-4f58-8739-19b8048af2c6@email.android.com>

Yes, of course. The Scrip has always worked. The question is, why is it executing in this context when no actual changes to the ticket have been performed?

Thanks,
Mark
-- 
Sent from my Android phone with K-9 Mail. Please excuse my brevity.

Ruslan Zakirov <ruz at bestpractical.com> wrote:

I hope you picked User Defined condition in the dropdown.

On Tue, Feb 28, 2012 at 05:03, Mark D. Nagel <mnagel at willingminds.com> wrote:
> I have been troubleshooting an interesting problem since we upgraded to RT
> 4.0.5.  If we have a new unassigned ticket and simply open the page
> Ticket/ModifyPeople.html, one of our Scrips fires off email without any
> other action (and the owner is not actually changed).  The scrip has a
> custom condition to check if this is an assignment transaction (see below).
>  The action is 'Notify Owner' and template is 'Ticket Assigned'.  Point is,
> since this is not an actual transaction, but just bringing up a form, it
> doesn't seem like it should trigger this Scrip.  I looked at the source and
> I see that there is a DryRun call in the INIT section, but it seems like it
> should not be causing any email to be sent.  Am I dealing with a bug, or do
> I have a bum Scrip?
>
> Thanks,
> Mark
>
> my $Transaction = $self->TransactionObj;
> my $Ticket = $self->TicketObj;
>
> # similar to OnOwnerChange, but only trigger if actor is not the new owner
> and
> # new owner is not 'nobody'
> return 0 unless $Transaction->Field eq 'Owner';
> return 0 if $Transaction->OldValue == $Transaction->NewValue;
> return 0 if $Transaction->Creator == $Transaction->NewValue;
> return 0 if $Transaction->NewValue == $RT::Nobody->Id;
>
> my $field = $Transaction->Field;
> my $old = $Transaction->OldValue;
> my $new = $Transaction->NewValue;
> my $creator = $Transaction->Creator;
> my $type = $Transaction->Type;
> $RT::Logger->debug("On Assign Notify Owner Condition - type: '$type' field:
> '$field'  old: '$old' new: '$new' creator: '$creator'");
>
> return 1;
>
>
> --
> Mark D. Nagel, CCIE #3177<mnagel at willingminds.com>
> Principal Consultant, Willing Minds LLC (http://www.willingminds.com)
> cell: 949-279-5817, desk: 714-495-4001, fax: 714-646-8277
>
> ** For faster support response time, please
> ** email support at willingminds.com or call 714-495-4000
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012

-- 
Best regards, Ruslan.

This message has been scanned by CanIt-PRO.

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From ruz at bestpractical.com  Tue Feb 28 09:23:06 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 28 Feb 2012 18:23:06 +0400
Subject: [rt-users] Ticket/ModifyPeople.html triggers Scrips
In-Reply-To: <f2d0620f-15cb-4f58-8739-19b8048af2c6@email.android.com>
References: <4F4C27D1.9030102@willingminds.com>
	<CAMOxC8sw7f6tpkziwz2c8t3xOGMW-LX7gbnJJ-TFLjnvQN4QKQ@mail.gmail.com>
	<f2d0620f-15cb-4f58-8739-19b8048af2c6@email.android.com>
Message-ID: <CAMOxC8vTcFeVu+Gei1+yT759qaUF-KC-gBGnPeWq7Zq4x5PFkA@mail.gmail.com>

On Tue, Feb 28, 2012 at 18:18, Mark D. Nagel <mnagel at willingminds.com> wrote:
> Yes, of course. The Scrip has always worked. The question is, why is it
> executing in this context when no actual changes to the ticket have been
> performed?

Scrips are executed update in DryRun mode, but are not committed. This
is done to get recipients and display them in UI. This is why scrips
shouldn't perform any update actions in Prepare code.

> Thanks,
> Mark
> --
> Sent from my Android phone with K-9 Mail. Please excuse my brevity.
>
> Ruslan Zakirov <ruz at bestpractical.com> wrote:
>>
>> I hope you picked User Defined condition in the dropdown.
>>
>> On Tue, Feb 28, 2012 at 05:03, Mark D. Nagel <mnagel at willingminds.com>
>> wrote:
>> > I have been troubleshooting an interesting problem since we upgraded to
>> > RT
>> > 4.0.5. ?If we have a new unassigned ticket and simply open the page
>> > Ticket/ModifyPeople.html, one of our Scrips fires off email without any
>> > other action (and the owner is not actually changed). ?The scrip has a
>> > custom condition to check if this is an assignment transaction (see
>> > below).
>> > ?The action is 'Notify Owner' and template is 'Ticket Assigned'. ?Point
>> > is,
>> > since this is not an actual transaction, but just bringing up a form, it
>> > doesn't seem like it should trigger this Scrip. ?I looked at the source
>> > and
>> > I see that there is a DryRun call in the INIT section, but it seems
>> > like!
>>   it
>>
>> > should not be causing any email to be sent. ?Am I dealing with a bug, or
>> > do
>> > I have a bum Scrip?
>> >
>> > Thanks,
>> > Mark
>> >
>> > my $Transaction = $self->TransactionObj;
>> > my $Ticket = $self->TicketObj;
>> >
>> > # similar to OnOwnerChange, but only trigger if actor is not the new
>> > owner
>> > and
>> > # new owner is not 'nobody'
>> > return 0 unless $Transaction->Field eq 'Owner';
>> > return 0 if $Transaction->OldValue == $Transaction->NewValue;
>> > return 0 if $Transaction->Creator == $Transaction->NewValue;
>> > return 0 if $Transaction->NewValue == $RT::Nobody->Id;
>> >
>> > my $field = $Transaction->Field;
>> > my $old = $Transaction->OldValue;
>> > my $new = $Transaction->NewValue;
>> > my $creator = $Transaction->Creator;
>> > my $type = $Transaction->Type;
>> > $RT::Logger->debug("On Assign Not!
>>  ify
>> Owner Condition - type: '$type' field:
>>
>> > '$field' ?old: '$old' new: '$new' creator: '$creator'");
>> >
>> > return 1;
>> >
>> >
>> > --
>> > Mark D. Nagel, CCIE #3177<mnagel at willingminds.com>
>> > Principal Consultant, Willing Minds LLC (http://www.willingminds.com)
>> > cell: 949-279-5817, desk: 714-495-4001, fax: 714-646-8277
>> >
>> > ** For faster support response time, please
>> > ** email support at willingminds.com or call 714-495-4000
>> >
>> > --------
>> > RT Training Sessions (http://bestpractical.com/services/training.html)
>> > * Boston ?March 5 & 6, 2012
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>> This message has been scanned by CanIt-PRO.
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

-- 
Best regards, Ruslan.

From mnagel at willingminds.com  Tue Feb 28 09:28:33 2012
From: mnagel at willingminds.com (Mark D. Nagel)
Date: Tue, 28 Feb 2012 06:28:33 -0800
Subject: [rt-users] Ticket/ModifyPeople.html triggers Scrips
In-Reply-To: <CAMOxC8vTcFeVu+Gei1+yT759qaUF-KC-gBGnPeWq7Zq4x5PFkA@mail.gmail.com>
References: <4F4C27D1.9030102@willingminds.com>
	<CAMOxC8sw7f6tpkziwz2c8t3xOGMW-LX7gbnJJ-TFLjnvQN4QKQ@mail.gmail.com>
	<f2d0620f-15cb-4f58-8739-19b8048af2c6@email.android.com>
	<CAMOxC8vTcFeVu+Gei1+yT759qaUF-KC-gBGnPeWq7Zq4x5PFkA@mail.gmail.com>
Message-ID: <685224d6-e975-456c-b4dd-e9b15223f2e0@email.android.com>

Yep, I saw that. The only user-defined part I have in this Scrip is the condition. NotifyOwner is a builtin action. Are you saying that action is incorrectly sending mail in the prepare phase? I will take a look at its code.

Thanks,
Mark
-- 
Sent from my Android phone with K-9 Mail. Please excuse my brevity.

Ruslan Zakirov <ruz at bestpractical.com> wrote:

On Tue, Feb 28, 2012 at 18:18, Mark D. Nagel <mnagel at willingminds.com> wrote:
> Yes, of course. The Scrip has always worked. The question is, why is it
> executing in this context when no actual changes to the ticket have been
> performed?

Scrips are executed update in DryRun mode, but are not committed. This
is done to get recipients and display them in UI. This is why scrips
shouldn't perform any update actions in Prepare code.

> Thanks,
> Mark
> --
> Sent from my Android phone with K-9 Mail. Please excuse my brevity.
>
> Ruslan Zakirov <ruz at bestpractical.com> wrote:
>>
>> I hope you picked User Defined condition in the dropdown.
>>
>> On Tue, Feb 28, 2012 at 05:03, Mark D. Nagel <mnagel at willingminds.com>
>> wrote:
>> > I have been troubleshooting an interesting problem since we upgraded to
>> > RT
>> > 4.0.5.  If we have a new unassigned ticket and simply open the page
>> > Ticket/ModifyPeople.html, one of our Scrips fires off email without any
>> > other action (and the owner is not actually changed).  The scrip has a
>> > custom condition to check if this is an assignment transaction (see
>> > below).
>> >  The action is 'Notify Owner' and template is 'Ticket Assigned'.  Point
>> > is,
>> > since this is not an actual transaction, but just bringing up a form, it
>> > doesn't seem like it should trigger this Scrip.  I looked at the source
>> > and
>> > I see that there is a DryRun call in the INIT section, but it seems
>> > like!
>> it
>>
>> > should not be causing any email to be sent.  Am I dealing with a bug, or
>> > do
>> > I have a bum Scrip?
>> >
>> > Thanks,
>> > Mark
>> >
>> > my $Transaction = $self->TransactionObj;
>> > my $Ticket = $self->TicketObj;
>> >
>> > # similar to OnOwnerChange, but only trigger if actor is not the new
>> > owner
>> > and
>> > # new owner is not 'nobody'
>> > return 0 unless $Transaction->Field eq 'Owner';
>> > return 0 if $Transaction->OldValue == $Transaction->NewValue;
>> > return 0 if $Transaction->Creator == $Transaction->NewValue;
>> > return 0 if $Transaction->NewValue == $RT::Nobody->Id;
>> >
>> > my $field = $Transaction->Field;
>> > my $old = $Transaction->OldValue;
>> > my $new = $Transaction->NewValue;
>> > my $creator = $Transaction->Creator;
>> > my $type = $Transaction->Type;
>> > $RT::Logger->debug("On Assign Not!
>> ify
>> Owner Condition - type: '$type' field:
>>
>> > '$field'  old: '$old' new: '$new' creator: '$creator'");
>> >
>> > return 1;
>> >
>> >
>> > --
>> > Mark D. Nagel, CCIE #3177<mnagel at willingminds.com>
>> > Principal Consultant, Willing Minds LLC (http://www.willingminds.com)
>> > cell: 949-279-5817, desk: 714-495-4001, fax: 714-646-8277
>> >
>> > ** For faster support response time, please
>> > ** email support at willingminds.com or call 714-495-4000
>> >
>> > --------
>> > RT Training Sessions (http://bestpractical.com/services/training.html)
>> > * Boston  March 5 & 6, 2012
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>> This message has been scanned by CanIt-PRO.
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

-- 
Best regards, Ruslan.

This message has been scanned by CanIt-PRO.

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From trs at bestpractical.com  Tue Feb 28 10:03:17 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 28 Feb 2012 10:03:17 -0500
Subject: [rt-users] rt 4.0.5 - Autocomplete field type for external
 custom field does not work for non root user
In-Reply-To: <CAMOxC8vFyNW7MannPwT4Z=PJib_fkEDxkADUHd6zWssaWg0CVA@mail.gmail.com>
References: <CAAxD6PPuj9U1bpkOZ9Ew=uFWLoO+BhOgv9m6akXzj1SAXwC1rw@mail.gmail.com>
	<CAMOxC8vFyNW7MannPwT4Z=PJib_fkEDxkADUHd6zWssaWg0CVA@mail.gmail.com>
Message-ID: <4F4CECB5.1050005@bestpractical.com>

On 02/28/2012 09:17 AM, Ruslan Zakirov wrote:
>> I have set up a custom data source for a custom field as outlined
>> in external_custom_fields.pod. It seems that everything works fine and I get
>> pick list data populated into the custom field for all field types when
>> logged in as an account with root privileges. However, if I switch to an
>> account that has non-root privileges, all the fields types work as expected
>> other than the autocomplete field type. For some reason this field type
>> returns no data when I am logged in as a non-root user account.
[snip]
>> Has anyone else run into this? Can someone else verify this in their
>> environment?
>>
> 
> http://issues.bestpractical.com/Ticket/Display.html?id=16946

To clarify, that bug applies to Self Service (unprivileged) users only.
 It's not clear if your non-root user accounts that you tested with are
privileged or unprivileged.  If they are privileged, autocomplete CFs
should work just fine.

Thomas

From trs at bestpractical.com  Tue Feb 28 10:05:02 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 28 Feb 2012 10:05:02 -0500
Subject: [rt-users] re configure rt
In-Reply-To: <33405103.post@talk.nabble.com>
References: <33405103.post@talk.nabble.com>
Message-ID: <4F4CED1E.50406@bestpractical.com>

On 02/28/2012 03:23 AM, john s. wrote:
> How can i reconfigure an existing Rt instance  without a new install 

Find your previous configure incant at the top of
/opt/rt4/etc/RT_Config.pm and rerun ./configure from the RT tarball with
those options.

Note that for simply changing web handlers, you only need to do `make
fixdeps` after re-configuring, not `make install`.

Thomas

From ruz at bestpractical.com  Tue Feb 28 10:28:03 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 28 Feb 2012 19:28:03 +0400
Subject: [rt-users] Mail "from" header
In-Reply-To: <4F4BF4A6.5070902@mhcsoftware.de>
References: <4F48B45C.3050909@mhcsoftware.de>
	<CAMOxC8s1OfJ3KC9mry1jjvaZcyyMZU7Bo9wQeUKRBFYwOjDThg@mail.gmail.com>
	<4F4BF4A6.5070902@mhcsoftware.de>
Message-ID: <CAMOxC8s74GPPCDjomPO1E9FAouvO+6RXes4ddFpSyQ=8hMFTFQ@mail.gmail.com>

On Tue, Feb 28, 2012 at 01:24, Matthias Henze <lists at mhcsoftware.de> wrote:
> For me this only works for the auto reply. Which template do I have to
> edit for the agent replies?

Open scrips in the admin UI to figure out which template to change.

> When a Agent replies the ticket ID tag in the subject gets lost. How can
> I avoid this?

What do you have in templates? It's probably misconfiguration. Grep
for Subject in config and post your configuration. Also, find template
that is responsible for the mail.

-- 
Best regards, Ruslan.

From lists at mhcsoftware.de  Tue Feb 28 10:33:31 2012
From: lists at mhcsoftware.de (Matthias Henze)
Date: Tue, 28 Feb 2012 16:33:31 +0100
Subject: [rt-users] Mail "from" header
In-Reply-To: <CAMOxC8s74GPPCDjomPO1E9FAouvO+6RXes4ddFpSyQ=8hMFTFQ@mail.gmail.com>
References: <4F48B45C.3050909@mhcsoftware.de>
	<CAMOxC8s1OfJ3KC9mry1jjvaZcyyMZU7Bo9wQeUKRBFYwOjDThg@mail.gmail.com>
	<4F4BF4A6.5070902@mhcsoftware.de>
	<CAMOxC8s74GPPCDjomPO1E9FAouvO+6RXes4ddFpSyQ=8hMFTFQ@mail.gmail.com>
Message-ID: <4F4CF3CB.5080807@mhcsoftware.de>

You are really funny. My problem is that I'm unable to identify the
templates which are being used ... As I've touched none of the templates
scrips and conditions I've a more or less fresh setup.

Am 28.02.2012 16:28, schrieb Ruslan Zakirov:
> On Tue, Feb 28, 2012 at 01:24, Matthias Henze <lists at mhcsoftware.de> wrote:
>> For me this only works for the auto reply. Which template do I have to
>> edit for the agent replies?
> 
> Open scrips in the admin UI to figure out which template to change.
> 
> 
>> When a Agent replies the ticket ID tag in the subject gets lost. How can
>> I avoid this?
> 
> What do you have in templates? It's probably misconfiguration. Grep
> for Subject in config and post your configuration. Also, find template
> that is responsible for the mail.
> 
> 

-- 

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 jim.lesinski at gmail.com  Tue Feb 28 10:38:32 2012
From: jim.lesinski at gmail.com (Jim Lesinski)
Date: Tue, 28 Feb 2012 10:38:32 -0500
Subject: [rt-users] rt 4.0.5 - Autocomplete field type for external
 custom field does not work for non root user
In-Reply-To: <4F4CECB5.1050005@bestpractical.com>
References: <CAAxD6PPuj9U1bpkOZ9Ew=uFWLoO+BhOgv9m6akXzj1SAXwC1rw@mail.gmail.com>
	<CAMOxC8vFyNW7MannPwT4Z=PJib_fkEDxkADUHd6zWssaWg0CVA@mail.gmail.com>
	<4F4CECB5.1050005@bestpractical.com>
Message-ID: <CAAxD6PP=1wvHJaROz9bLp8=NMtd9cUsZwp+y6v5u1UWUXdMHEg@mail.gmail.com>

The user (RTuser) is Privileged.

Here is an outline of the permissions assigned to RTUser:

RTUser is a member of a GroupA that has OwnTicket, StealTicket and
TakeTicket rights on the queue1.

GroupA is a member of GroupB, which has CommentOnTicket, CreateTicket,
ReplyToTicket, Watch, SeeCustomField, SeeQueue, and ShowTicket permissions
on queue1.

To test permissions, I just now assigned every single permission to RTUser
on the General Rights, Rights for Staff, and Rights for Administrators tabs
to RTUser for queue1 and still the autocomplete values do not populate.

If I go to Tools - Configuration - Global - User Rights and add RTUser and
then check in "Do anything and everything", the autocomplete values work
for groups.pm.

On Tue, Feb 28, 2012 at 10:03 AM, Thomas Sibley <trs at bestpractical.com>wrote:

> On 02/28/2012 09:17 AM, Ruslan Zakirov wrote:
> >> I have set up a custom data source for a custom field as outlined
> >> in external_custom_fields.pod. It seems that everything works fine and
> I get
> >> pick list data populated into the custom field for all field types when
> >> logged in as an account with root privileges. However, if I switch to an
> >> account that has non-root privileges, all the fields types work as
> expected
> >> other than the autocomplete field type. For some reason this field type
> >> returns no data when I am logged in as a non-root user account.
> [snip]
> >> Has anyone else run into this? Can someone else verify this in their
> >> environment?
> >>
> >
> > http://issues.bestpractical.com/Ticket/Display.html?id=16946
>
> To clarify, that bug applies to Self Service (unprivileged) users only.
>  It's not clear if your non-root user accounts that you tested with are
> privileged or unprivileged.  If they are privileged, autocomplete CFs
> should work just fine.
>
> Thomas
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
>
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From ruz at bestpractical.com  Tue Feb 28 10:38:59 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 28 Feb 2012 19:38:59 +0400
Subject: [rt-users] Customising Quicksearch to show unowned ticket counts
In-Reply-To: <31CBC91A-A97F-4F1D-962D-5A2C4BBB9110@sanger.ac.uk>
References: <AAC93444-3048-42F6-86D1-14807200B1C0@sanger.ac.uk>
	<CAMOxC8swmbKQw=2+9mG4Ae7kCvOm7BW7O7UFS41VuySGM1excw@mail.gmail.com>
	<31CBC91A-A97F-4F1D-962D-5A2C4BBB9110@sanger.ac.uk>
Message-ID: <CAMOxC8vDNzjz7zCpagKsx+gN3TxiBYvhCC1H0vGXX=LR_yBgAA@mail.gmail.com>

On Mon, Feb 27, 2012 at 20:50, Tim Cutts <tjrc at sanger.ac.uk> wrote:
> Hi Ruslan, thanks for the quick response.
>
> On 27 Feb 2012, at 15:34, Ruslan Zakirov wrote:
>
>>> So I've overridden the QueueSummaryByLifecycle element and just perform the extra queries separately by another RT::Report::Tickets object searching for unowned tickets in all the requested queues, unowned, and grouped by queue, and use that to add 'unowned' hash elements to the $data hash. ?Is that the best approach, or have I missed something a bit more elegant?
>>
>>
>> add callback right before the following line and change $query as you need:
>>
>> $report->SetupGroupings(...);
>>
>> In your case callback would simple:
>>
>> $$Query = "($$Query) AND Owner = 'Nobody'";
>>
>> Also, components have:
>>
>> $m->callback( CallbackName => 'Filter', Queues => \@queues );
>>
>> You can add similar callback to filter statuses a few lines later.
>>
>> So two simple patches that add one line callback calls and two callback files.
>
> Ah, neater, but that's not quite what I'm after though; I need the existing status columns to be unchanged (i.e. tickets owned by anyone) whereas the unowned column is tickets in any active status which are owned by Nobody; I don't think that can be done with a single call to SetupGroupings, can it?

Do you want Unowned column next to statuses? If so then overriding
plugin is for sure better way to go.

Take a look at SummaryByUser extension.

Old version in RT 3.8 used too many queries for this box. In RT4 it's
only one, so there is no way back. I would recommend you to figure out
SetupGroupping thing and you would be able to do required box in two
queries.

>
> Tim
>
>
>
>
> --
> ?The Wellcome Trust Sanger Institute is operated by Genome Research
> ?Limited, a charity registered in England with number 1021457 and a
> ?company registered in England with number 2742969, whose registered
> ?office is 215 Euston Road, London, NW1 2BE.

-- 
Best regards, Ruslan.

From ruz at bestpractical.com  Tue Feb 28 10:46:05 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 28 Feb 2012 19:46:05 +0400
Subject: [rt-users] rt 4.0.5 - Autocomplete field type for external
 custom field does not work for non root user
In-Reply-To: <CAAxD6PP=1wvHJaROz9bLp8=NMtd9cUsZwp+y6v5u1UWUXdMHEg@mail.gmail.com>
References: <CAAxD6PPuj9U1bpkOZ9Ew=uFWLoO+BhOgv9m6akXzj1SAXwC1rw@mail.gmail.com>
	<CAMOxC8vFyNW7MannPwT4Z=PJib_fkEDxkADUHd6zWssaWg0CVA@mail.gmail.com>
	<4F4CECB5.1050005@bestpractical.com>
	<CAAxD6PP=1wvHJaROz9bLp8=NMtd9cUsZwp+y6v5u1UWUXdMHEg@mail.gmail.com>
Message-ID: <CAMOxC8sRe28u4PFMnTUmF3MD3P57dAM=WppSbeSvz+OoJccpLw@mail.gmail.com>

Hi,

Anything in debug logs when this doesn't work?

On Tue, Feb 28, 2012 at 19:38, Jim Lesinski <jim.lesinski at gmail.com> wrote:
> The user (RTuser) is Privileged.
>
> Here is an outline of the permissions assigned to RTUser:
>
> RTUser is a member of a GroupA that has OwnTicket, StealTicket and
> TakeTicket rights on the queue1.
>
> GroupA is a member of GroupB, which has CommentOnTicket, CreateTicket,
> ReplyToTicket, Watch, SeeCustomField, SeeQueue, and ShowTicket permissions
> on queue1.
>
> To test permissions, I just now assigned every single permission to RTUser
> on the General Rights, Rights for Staff, and Rights for Administrators tabs
> to RTUser for queue1 and still the autocomplete values do not populate.
>
> If I go to Tools - Configuration - Global - User Rights and add RTUser and
> then check in "Do anything and everything", the autocomplete values work for
> groups.pm.
>
>
>
> On Tue, Feb 28, 2012 at 10:03 AM, Thomas Sibley <trs at bestpractical.com>
> wrote:
>>
>> On 02/28/2012 09:17 AM, Ruslan Zakirov wrote:
>> >> I have set up a custom data source for a custom field as outlined
>> >> in external_custom_fields.pod. It seems that everything works fine and
>> >> I get
>> >> pick list data populated into the custom field for all field types when
>> >> logged in as an account with root privileges. However, if I switch to
>> >> an
>> >> account that has non-root privileges, all the fields types work as
>> >> expected
>> >> other than the autocomplete field type. For some reason this field type
>> >> returns no data when I am logged in as a non-root user account.
>> [snip]
>> >> Has anyone else run into this? Can someone else verify this in their
>> >> environment?
>> >>
>> >
>> > http://issues.bestpractical.com/Ticket/Display.html?id=16946
>>
>> To clarify, that bug applies to Self Service (unprivileged) users only.
>> ?It's not clear if your non-root user accounts that you tested with are
>> privileged or unprivileged. ?If they are privileged, autocomplete CFs
>> should work just fine.
>>
>> Thomas
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston ?March 5 & 6, 2012
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

-- 
Best regards, Ruslan.

From ruz at bestpractical.com  Tue Feb 28 10:56:03 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 28 Feb 2012 19:56:03 +0400
Subject: [rt-users] Mail "from" header
In-Reply-To: <4F4CF3CB.5080807@mhcsoftware.de>
References: <4F48B45C.3050909@mhcsoftware.de>
	<CAMOxC8s1OfJ3KC9mry1jjvaZcyyMZU7Bo9wQeUKRBFYwOjDThg@mail.gmail.com>
	<4F4BF4A6.5070902@mhcsoftware.de>
	<CAMOxC8s74GPPCDjomPO1E9FAouvO+6RXes4ddFpSyQ=8hMFTFQ@mail.gmail.com>
	<4F4CF3CB.5080807@mhcsoftware.de>
Message-ID: <CAMOxC8uxSx7ZkTqoYdj1LaZ8LvKoXkxffBYd9a0d_XkZNsA6BQ@mail.gmail.com>

On Tue, Feb 28, 2012 at 19:33, Matthias Henze <lists at mhcsoftware.de> wrote:
>
> You are really funny. My problem is that I'm unable to identify the
> templates which are being used ... As I've touched none of the templates
> scrips and conditions I've a more or less fresh setup.

There are less than twenty scrips in RT with description. Stock RT has
"On Correspond Notify Requestors and Ccs" scrip that uses
Correspondence template.

> Am 28.02.2012 16:28, schrieb Ruslan Zakirov:
>> On Tue, Feb 28, 2012 at 01:24, Matthias Henze <lists at mhcsoftware.de> wrote:
>>> For me this only works for the auto reply. Which template do I have to
>>> edit for the agent replies?
>>
>> Open scrips in the admin UI to figure out which template to change.
>>
>>
>>> When a Agent replies the ticket ID tag in the subject gets lost. How can
>>> I avoid this?
>>
>> What do you have in templates? It's probably misconfiguration. Grep
>> for Subject in config and post your configuration. Also, find template
>> that is responsible for the mail.
>>
>>
>
>
>
> --
>
> 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
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From jim.lesinski at gmail.com  Tue Feb 28 11:32:31 2012
From: jim.lesinski at gmail.com (Jim Lesinski)
Date: Tue, 28 Feb 2012 11:32:31 -0500
Subject: [rt-users] rt 4.0.5 - Autocomplete field type for external
 custom field does not work for non root user
In-Reply-To: <CAMOxC8sRe28u4PFMnTUmF3MD3P57dAM=WppSbeSvz+OoJccpLw@mail.gmail.com>
References: <CAAxD6PPuj9U1bpkOZ9Ew=uFWLoO+BhOgv9m6akXzj1SAXwC1rw@mail.gmail.com>
	<CAMOxC8vFyNW7MannPwT4Z=PJib_fkEDxkADUHd6zWssaWg0CVA@mail.gmail.com>
	<4F4CECB5.1050005@bestpractical.com>
	<CAAxD6PP=1wvHJaROz9bLp8=NMtd9cUsZwp+y6v5u1UWUXdMHEg@mail.gmail.com>
	<CAMOxC8sRe28u4PFMnTUmF3MD3P57dAM=WppSbeSvz+OoJccpLw@mail.gmail.com>
Message-ID: <CAAxD6PP35BkmjB_nSzde92B0qg3sxi6mBDbfnmyrAeJ+g4=ZRw@mail.gmail.com>

I turned on debug (*new to me) and it looks like this is the relevant error
in the logs:

Feb 28 11:22:11 buf-rtdev RT: Permission denied. User #63 has no
SeeCustomField right on CF #13

If I assign SeeCustomField directly to the custom field (#13) for RTUser,
then the autocomplete value works.

Maybe I am missing something here with permissions... Should I be assigning
group or specific user permissions on a field by field basis? Up until now
I had only put users in groups and assigned group permissions to queues. I
do have a couple nested groups as well, but no permissions explicitly
defined on a per field basis. It seems like it should be working though
since it does work for other field types, just not autocomplete.

On Tue, Feb 28, 2012 at 10:46 AM, Ruslan Zakirov <ruz at bestpractical.com>wrote:

> Hi,
>
> Anything in debug logs when this doesn't work?
>
>
> On Tue, Feb 28, 2012 at 19:38, Jim Lesinski <jim.lesinski at gmail.com>
> wrote:
> > The user (RTuser) is Privileged.
> >
> > Here is an outline of the permissions assigned to RTUser:
> >
> > RTUser is a member of a GroupA that has OwnTicket, StealTicket and
> > TakeTicket rights on the queue1.
> >
> > GroupA is a member of GroupB, which has CommentOnTicket, CreateTicket,
> > ReplyToTicket, Watch, SeeCustomField, SeeQueue, and ShowTicket
> permissions
> > on queue1.
> >
> > To test permissions, I just now assigned every single permission to
> RTUser
> > on the General Rights, Rights for Staff, and Rights for Administrators
> tabs
> > to RTUser for queue1 and still the autocomplete values do not populate.
> >
> > If I go to Tools - Configuration - Global - User Rights and add RTUser
> and
> > then check in "Do anything and everything", the autocomplete values work
> for
> > groups.pm.
> >
> >
> >
> > On Tue, Feb 28, 2012 at 10:03 AM, Thomas Sibley <trs at bestpractical.com>
> > wrote:
> >>
> >> On 02/28/2012 09:17 AM, Ruslan Zakirov wrote:
> >> >> I have set up a custom data source for a custom field as outlined
> >> >> in external_custom_fields.pod. It seems that everything works fine
> and
> >> >> I get
> >> >> pick list data populated into the custom field for all field types
> when
> >> >> logged in as an account with root privileges. However, if I switch to
> >> >> an
> >> >> account that has non-root privileges, all the fields types work as
> >> >> expected
> >> >> other than the autocomplete field type. For some reason this field
> type
> >> >> returns no data when I am logged in as a non-root user account.
> >> [snip]
> >> >> Has anyone else run into this? Can someone else verify this in their
> >> >> environment?
> >> >>
> >> >
> >> > http://issues.bestpractical.com/Ticket/Display.html?id=16946
> >>
> >> To clarify, that bug applies to Self Service (unprivileged) users only.
> >>  It's not clear if your non-root user accounts that you tested with are
> >> privileged or unprivileged.  If they are privileged, autocomplete CFs
> >> should work just fine.
> >>
> >> Thomas
> >> --------
> >> RT Training Sessions (http://bestpractical.com/services/training.html)
> >> * Boston  March 5 & 6, 2012
> >
> >
> >
> > --------
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > * Boston ? March 5 & 6, 2012
>
>
>
> --
> Best regards, Ruslan.
>
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From nickyflavier at gmail.com  Wed Feb 29 00:58:43 2012
From: nickyflavier at gmail.com (nickyflavier)
Date: Tue, 28 Feb 2012 21:58:43 -0800 (PST)
Subject: [rt-users] Custom field value in an email
In-Reply-To: <20120223161722.GX96259@jibsheet.com>
References: <33377770.post@talk.nabble.com>
	<20120223161722.GX96259@jibsheet.com>
Message-ID: <33411857.post@talk.nabble.com>

Dear Mr. Kevin,

Thanks for pointing me in a right direction, I have enabled the
RT::Extension::ExtractCustomFieldValues using cpan and added this line
 Set( @Plugins,'RT::Extension::ExtractCustomFieldValues'); 
to my RT_Siteconfig.pm ,  I checked also in my RT system configuration that
RT::Extension::ExtractCustomFieldValues is enabled.

However, when I am creating a new script based on this guideline
http://requesttracker.wikia.com/wiki/ExtractCustomFieldValues , the Action:
Extract Custom Field Values is not on the select option list.

How do I know If I have installed the
RT::Extension::ExtractCustomFieldValues and enabled it properly?
It might be an installation issue, otherwise kindly correct me if I am
wrong.

Thank you very much, really appreciate it.

Kevin Falcone-2 wrote:
> 
> On Thu, Feb 23, 2012 at 05:27:27AM -0800, nickyflavier wrote:
>> 
>> I am getting transaction emails on RT is it possible to get the custom
>> field
>> value on that ticket and modify the transaction email to include the
>> custom
>> field value? Here is the example email:
>> 
>> Wed Feb 22 10:36:16 2012: Request 166 was acted upon.
>> Transaction: Status changed from 'open' to 'resolved' by user1
>>        Queue: Bicycle
>>      Subject: Tires is not working
>>        Owner: user1
>>   Requestors: user1 at gooble.com
>>       Status: resolved
>> Custom Field: Value here
>> 
> 
> You can read more about customizing Templates here
> http://requesttracker.wikia.com/wiki/Customizing
> You'll need to add a Custom Field:  and a call to
> $self->TicketObj->FirstCustomFieldValue in there.  Keep in mind that the
> template you're
> quoting is used by several different scrips, so your change may affect
> multiple types emails.
> 
> -kevin
> 
>  
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012
> 

-- 
View this message in context: http://old.nabble.com/Re%3A-Custom-field-value-in-an-email-tp33377770p33411857.html
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From Guy.Jeffery at baesystemsdetica.com  Wed Feb 29 04:09:10 2012
From: Guy.Jeffery at baesystemsdetica.com (Jeffery, Guy)
Date: Wed, 29 Feb 2012 09:09:10 -0000
Subject: [rt-users] Set colour tickets by priority
References: <4F4B4E2A.9070604@cesca.cat>
Message-ID: <E77C8281084EAD49BB7740E547579624010BF78B@ukastblkexb01.detica.com>

Hi,

The tutorial doesn't work for me on 4.0.5. I'm also trying to find an alternative. 

The code I'm putting in <RTInstallationDir>/local/html/Callbacks/MyCallbacks/Elements/RT__Ticket/ColumnMap/ColumnMap is being seen, because if I make a deliberate error it fails to compile, but it doesn't seem to make any difference.

There must be people who have upgraded to 4.0.* who want to keep this feature, hopefully someone can help us.

Regards,

Guy

________________________________

From: rt-users-bounces at lists.bestpractical.com on behalf of Daniel Garcia Mejia
Sent: Mon 27/02/2012 09:34
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Set colour tickets by priority

Hi,

I'm using rt 4.04
I want to color the tickets by priority, so I follow this tutorial:

http://requesttracker.wikia.com/wiki/ShowStatusInColor

But don't work... I don't know ifI haven't done well or it doesn't work
in RT4.X.
Someone can try and confirm it works? If not, there is an alternative to
putting color on the ticket as a priority in RT 4.X?

Thanks and best regards

Daniel

--

.......................................................................
         __
        / /       Daniel Garc?a Mej?a
  C E / S / C A   Portals i Repositoris
      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya

  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
.......................................................................

--------
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* Boston  March 5 & 6, 2012

Please consider the environment before printing this email.

This message should be regarded as confidential. If you have received this email in error please notify the sender and destroy it immediately.

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From fireskyer at emailn.de  Wed Feb 29 04:40:07 2012
From: fireskyer at emailn.de (john s.)
Date: Wed, 29 Feb 2012 01:40:07 -0800 (PST)
Subject: [rt-users] re  configure rt
In-Reply-To: <4F4CED1E.50406@bestpractical.com>
References: <33405103.post@talk.nabble.com> <4F4CED1E.50406@bestpractical.com>
Message-ID: <33412642.post@talk.nabble.com>

 Is the same businness for the old 3.8 versions?

Or does in this context an other way leads to sucess 

best regards 

john s. 
-- 
View this message in context: http://old.nabble.com/reconfigure-rt-tp33405103p33412642.html
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From fireskyer at emailn.de  Wed Feb 29 04:57:38 2012
From: fireskyer at emailn.de (john s.)
Date: Wed, 29 Feb 2012 01:57:38 -0800 (PST)
Subject: [rt-users] Set colour tickets by priority
In-Reply-To: <E77C8281084EAD49BB7740E547579624010BF78B@ukastblkexb01.detica.com>
References: <4F4B4E2A.9070604@cesca.cat>
	<E77C8281084EAD49BB7740E547579624010BF78B@ukastblkexb01.detica.com>
Message-ID: <33412737.post@talk.nabble.com>

if you do not insist to use the priority system from RT with 0-100 you may
have a look at this  plugin:

http://search.cpan.org/dist/RT-Extension-PriorityAsString/
http://search.cpan.org/dist/RT-Extension-PriorityAsString/ 

best regards 

john s.
-- 
View this message in context: http://old.nabble.com/Set-colour-tickets-by-priority-tp33398651p33412737.html
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From arthur_rance at hotmail.com  Wed Feb 29 05:34:02 2012
From: arthur_rance at hotmail.com (Arthur Rance)
Date: Wed, 29 Feb 2012 11:34:02 +0100
Subject: [rt-users] Tickets created without Scrip
Message-ID: <BLU126-W12A78587AB4AEB087A2B72E36F0@phx.gbl>

Hello,

SELECT execmodule FROM scripactions WHERE id=16; -- returns?'CreateTickets'

SELECT * FROM scrips WHERE scripaction=16; -- no rows

However, tickets are created. Why ? 		 	   		  

From tjrc at sanger.ac.uk  Wed Feb 29 05:34:36 2012
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Wed, 29 Feb 2012 10:34:36 +0000
Subject: [rt-users] Set colour tickets by priority
In-Reply-To: <E77C8281084EAD49BB7740E547579624010BF78B@ukastblkexb01.detica.com>
References: <4F4B4E2A.9070604@cesca.cat>
	<E77C8281084EAD49BB7740E547579624010BF78B@ukastblkexb01.detica.com>
Message-ID: <EFE32C1C-AE35-4ECF-9A0E-E4BDB7336DA4@sanger.ac.uk>

On 29 Feb 2012, at 09:09, Jeffery, Guy wrote:

> Hi,
> 
> The tutorial doesn't work for me on 4.0.5. I'm also trying to find an alternative.
> 
> The code I'm putting in <RTInstallationDir>/local/html/Callbacks/MyCallbacks/Elements/RT__Ticket/ColumnMap/ColumnMap is being seen, because if I make a deliberate error it fails to compile, but it doesn't seem to make any difference.
> 
> There must be people who have upgraded to 4.0.* who want to keep this feature, hopefully someone can help us.

I've been struggling with that too.  In fact, it *does* work, in my hands, but only on additional custom searches that I add to my home page or to a dashboard.  It doesn't work on the default searches, which suggests that the code path for those is slightly different, but I haven't determined in what way they differ.

One place that Wiki entry needs updating, if you look at the underlying code, is that ColumnMap is the old name for the callback.  It's still being called for backward compatibility under the old name.  If you want to use the new name, in RT 4 it's now called Once (for the simple reason that it only actually needs to be run once, when the perl code is compiling, to set up your column mappings).

Tim

-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 

From ruz at bestpractical.com  Wed Feb 29 06:29:03 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 29 Feb 2012 15:29:03 +0400
Subject: [rt-users] rt 4.0.5 - Autocomplete field type for external
 custom field does not work for non root user
In-Reply-To: <CAAxD6PP35BkmjB_nSzde92B0qg3sxi6mBDbfnmyrAeJ+g4=ZRw@mail.gmail.com>
References: <CAAxD6PPuj9U1bpkOZ9Ew=uFWLoO+BhOgv9m6akXzj1SAXwC1rw@mail.gmail.com>
	<CAMOxC8vFyNW7MannPwT4Z=PJib_fkEDxkADUHd6zWssaWg0CVA@mail.gmail.com>
	<4F4CECB5.1050005@bestpractical.com>
	<CAAxD6PP=1wvHJaROz9bLp8=NMtd9cUsZwp+y6v5u1UWUXdMHEg@mail.gmail.com>
	<CAMOxC8sRe28u4PFMnTUmF3MD3P57dAM=WppSbeSvz+OoJccpLw@mail.gmail.com>
	<CAAxD6PP35BkmjB_nSzde92B0qg3sxi6mBDbfnmyrAeJ+g4=ZRw@mail.gmail.com>
Message-ID: <CAMOxC8syOk6DygOLxx0jV8m7RmkmQ9Kp7b=x2vV4aatVNAPd2A@mail.gmail.com>

Hi,

You need fixes from 4.0/context-on-custom-fields branch.

On Tue, Feb 28, 2012 at 20:32, Jim Lesinski <jim.lesinski at gmail.com> wrote:
> I turned on debug (*new to me) and it looks like this is the relevant error
> in the logs:
>
> Feb 28 11:22:11 buf-rtdev RT: Permission denied. User #63 has no
> SeeCustomField right on CF #13
>
> If I assign SeeCustomField directly to the custom field (#13) for RTUser,
> then the autocomplete value works.
>
> Maybe I am missing something here with permissions... Should I be assigning
> group or specific user permissions on a field by field basis? Up until now I
> had only put users in groups and assigned group permissions to queues. I do
> have a couple nested groups as well, but no permissions explicitly defined
> on a per field basis. It seems like it should be working though since it
> does work for other field types, just not autocomplete.
>
>
>
>
>
> On Tue, Feb 28, 2012 at 10:46 AM, Ruslan Zakirov <ruz at bestpractical.com>
> wrote:
>>
>> Hi,
>>
>> Anything in debug logs when this doesn't work?
>>
>>
>> On Tue, Feb 28, 2012 at 19:38, Jim Lesinski <jim.lesinski at gmail.com>
>> wrote:
>> > The user (RTuser) is Privileged.
>> >
>> > Here is an outline of the permissions assigned to RTUser:
>> >
>> > RTUser is a member of a GroupA that has OwnTicket, StealTicket and
>> > TakeTicket rights on the queue1.
>> >
>> > GroupA is a member of GroupB, which has CommentOnTicket, CreateTicket,
>> > ReplyToTicket, Watch, SeeCustomField, SeeQueue, and ShowTicket
>> > permissions
>> > on queue1.
>> >
>> > To test permissions, I just now assigned every single permission to
>> > RTUser
>> > on the General Rights, Rights for Staff, and Rights for Administrators
>> > tabs
>> > to RTUser for queue1 and still the autocomplete values do not populate.
>> >
>> > If I go to Tools - Configuration - Global - User Rights and add RTUser
>> > and
>> > then check in "Do anything and everything", the autocomplete values work
>> > for
>> > groups.pm.
>> >
>> >
>> >
>> > On Tue, Feb 28, 2012 at 10:03 AM, Thomas Sibley <trs at bestpractical.com>
>> > wrote:
>> >>
>> >> On 02/28/2012 09:17 AM, Ruslan Zakirov wrote:
>> >> >> I have set up a custom data source for a custom field as outlined
>> >> >> in external_custom_fields.pod. It seems that everything works fine
>> >> >> and
>> >> >> I get
>> >> >> pick list data populated into the custom field for all field types
>> >> >> when
>> >> >> logged in as an account with root privileges. However, if I switch
>> >> >> to
>> >> >> an
>> >> >> account that has non-root privileges, all the fields types work as
>> >> >> expected
>> >> >> other than the autocomplete field type. For some reason this field
>> >> >> type
>> >> >> returns no data when I am logged in as a non-root user account.
>> >> [snip]
>> >> >> Has anyone else run into this? Can someone else verify this in their
>> >> >> environment?
>> >> >>
>> >> >
>> >> > http://issues.bestpractical.com/Ticket/Display.html?id=16946
>> >>
>> >> To clarify, that bug applies to Self Service (unprivileged) users only.
>> >> ?It's not clear if your non-root user accounts that you tested with are
>> >> privileged or unprivileged. ?If they are privileged, autocomplete CFs
>> >> should work just fine.
>> >>
>> >> Thomas
>> >> --------
>> >> RT Training Sessions (http://bestpractical.com/services/training.html)
>> >> * Boston ?March 5 & 6, 2012
>> >
>> >
>> >
>> > --------
>> > RT Training Sessions (http://bestpractical.com/services/training.html)
>> > * Boston ? March 5 & 6, 2012
>>
>>
>>
>> --
>> Best regards, Ruslan.
>
>

-- 
Best regards, Ruslan.

From ruz at bestpractical.com  Wed Feb 29 06:34:09 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 29 Feb 2012 15:34:09 +0400
Subject: [rt-users] Tickets created without Scrip
In-Reply-To: <BLU126-W12A78587AB4AEB087A2B72E36F0@phx.gbl>
References: <BLU126-W12A78587AB4AEB087A2B72E36F0@phx.gbl>
Message-ID: <CAMOxC8sYFq2_Ow7z8NJYXVm9VuxOui4RvLSNroM5R0ozzPt0Gg@mail.gmail.com>

On Wed, Feb 29, 2012 at 14:34, Arthur Rance <arthur_rance at hotmail.com> wrote:
>
> Hello,
>
> SELECT execmodule FROM scripactions WHERE id=16; -- returns?'CreateTickets'
>
> SELECT * FROM scrips WHERE scripaction=16; -- no rows
>
> However, tickets are created. Why ?

CreateTickets scrip action is not responsible for all tickets created
in RT. It's an action to create tickets using scrips, for example you
can create linked tickets when a new ticket is created in queue X.
It's used in approvals.

> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012

-- 
Best regards, Ruslan.

From mnagel at willingminds.com  Wed Feb 29 06:39:29 2012
From: mnagel at willingminds.com (Mark D. Nagel)
Date: Wed, 29 Feb 2012 03:39:29 -0800
Subject: [rt-users] Add Cc and Mail ticket with RT ident
In-Reply-To: <4F453A3E.9040207@bestpractical.com>
References: <4F44CFB7.3040503@upp.cz> <4F4500E5.5060302@bestpractical.com>
	<4F4529DB.4000908@upp.cz> <4F453193.8040608@bestpractical.com>
	<4F45373D.2060909@upp.cz> <4F453A3E.9040207@bestpractical.com>
Message-ID: <4F4E0E71.5000203@willingminds.com>

On 2/22/2012 10:55 AM, Thomas Sibley wrote:
> Ah, yes.
>> I made tests with on create scrip
>> ---
>> my $AttachObj = $self->TransactionObj->Attachments->First;
>>
>> my $content = $AttachObj->Content;
>> if ( $content =~ s/^\Qaddcc:\E\s*(\S+)\s*$//im ) {
>>   $self->TicketObj->AddWatcher( Type => "Cc",Email => "$1");
>> }
> This is very dangerous as implemented since it lets _anyone_ (like me!)
> start getting mail about tickets.

Yep, it can be dangerous, which is why I wrote LoopIn:

    http://requesttracker.wikia.com/wiki/LoopIn

It is still a bit dangerous, but strives to avoid random people from
getting added, only those really Cc'ed into the ticket by others with
explicit or implied authority to do so.  This was one of the many
methods we've employed to counter ticket storms from folks using Cc
outside RT.  We also reject mail Cc'ed or Bcc'ed to RT with an
informative bounce message, and we have a method to automerge messages
handled using procmail and the rt command so that incoming messages
meeting the criteria are tagged with the correct message ID so that they
are injected into the ticket stream.  That one can really be a bit
dangerous, though :).

Mark

-- 
Mark D. Nagel, CCIE #3177 <mnagel at willingminds.com>
Principal Consultant, Willing Minds LLC (http://www.willingminds.com)
cell: 949-279-5817, desk: 714-495-4001, fax: 714-646-8277

** For faster support response time, please
** email support at willingminds.com or call 714-495-4000

From fireskyer at emailn.de  Wed Feb 29 08:30:01 2012
From: fireskyer at emailn.de (john s.)
Date: Wed, 29 Feb 2012 05:30:01 -0800 (PST)
Subject: [rt-users] RE S:  Create Queues
In-Reply-To: <3B9178D874F56F47B616AB50C01F7B7701DA937D@GRUPRD8002MB111.lamprd80.prod.outlook.com>
References: <3B9178D874F56F47B616AB50C01F7B7701DA8956@GRUPRD8002MB111.lamprd80.prod.outlook.com>
	<20120215170448.GY96259@jibsheet.com>
	<3B9178D874F56F47B616AB50C01F7B7701DA937D@GRUPRD8002MB111.lamprd80.prod.outlook.com>
Message-ID: <33413992.post@talk.nabble.com>

Hello Diaulas

You can modify your cloned queues with your own groups ...

but  make an backup of the files 

Modify the following lines :

QueueWizard/Admin/index.html:   
$clone_admin->LoadUserDefinedGroup($clone_queue->Name .
"_yourownadminname");

QueueWizard/Admin/index.html:    push @errors, loc("Owner group [_1] for
queue [_2] not found", $clone_queue->Name . "_yourownadminname",
$clone_queue->Name);

QueueWizard/Admin/index.html:    $admin_group->CreateUserDefinedGroup( Name
=> $ARGS{'Name'} . "_yourownadminname" );

QueueWizard/Admin/q:            
$clone_admin->LoadUserDefinedGroup($clone_queue->Name .
"_yourownadminname");

QueueWizard/Admin/q:             push @errors, loc("Owner group [_1] for
queue [_2] not found", $clone_queue->Name . "_yourownadminname",
$clone_queue->Name);

QueueWizard/Admin/q:             $admin_group->CreateUserDefinedGroup( Name
=> $ARGS{'Name'} . "_yourownadminname" );

QueueWizard/Admin/index.html:   
$clone_staff->LoadUserDefinedGroup($clone_queue->Name . "_yourownuser");

QueueWizard/Admin/index.html:    push @errors, loc("Staff group [_1] for
queue [_2] not found", $clone_queue->Name . "_yourownuser",
$clone_queue->Name);

QueueWizard/Admin/index.html:        $staff_group->CreateUserDefinedGroup(
Name => $ARGS{'Name'} . "_yourownuser" );

QueueWizard/Admin/q:$clone_staff->LoadUserDefinedGroup($clone_queue->Name .
"_yourownuser");

QueueWizard/Admin/q:    push @errors, loc("Staff group [_1] for queue [_2]
not found", $clone_queue->Name . "_yourownuser", $clone_queue->Name);

QueueWizard/Admin/q:        $staff_group->CreateUserDefinedGroup( Name =>
$ARGS{'Name'} . "_yourownuser" );

Note: Replace the bolded ones with your user and adminsuser for the queues
which you like but the _  before the name  is necessary for working.

best regards 

john s. 
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From gsollazz at sgul.ac.uk  Wed Feb 29 08:43:55 2012
From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo)
Date: Wed, 29 Feb 2012 13:43:55 +0000
Subject: [rt-users] RE S:  Create Queues
In-Reply-To: <33413992.post@talk.nabble.com>
References: <3B9178D874F56F47B616AB50C01F7B7701DA8956@GRUPRD8002MB111.lamprd80.prod.outlook.com>
	<20120215170448.GY96259@jibsheet.com>
	<3B9178D874F56F47B616AB50C01F7B7701DA937D@GRUPRD8002MB111.lamprd80.prod.outlook.com>
	<33413992.post@talk.nabble.com>
Message-ID: <4F4E2B9B.7090803@sgul.ac.uk>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Hi Dave,

On 29/02/12 13:30, john s. wrote:
> Not sure which of you can best advise on this - I've got a job on
> the new HRA server to do the daily transfer to the CRIS server:
>
> pscp.exe -pw newone
> "c:\PSenterprise\Bulkinput\CRIS_EXTRACT_STAFF.csv"
> dbair at cris.sgul.ac.uk:c/staff_extracts
>
> This is coming up fatal: Network error: Connection refused.
>
> On the old HRA server, there was an ftp job doing this, using this
> same user name and password, which was set up on the CRIS server
> for this purpose.
>
> Can anyone tell me what is wrong?
>

Nothing :) Simply, the server doesn't have ssh/scp access. It would be
better if you could reinstate the job via ftp.

Giuseppe

- -- 
____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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From gsollazz at sgul.ac.uk  Wed Feb 29 08:44:49 2012
From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo)
Date: Wed, 29 Feb 2012 13:44:49 +0000
Subject: [rt-users] RE S:  Create Queues
In-Reply-To: <4F4E2B9B.7090803@sgul.ac.uk>
References: <3B9178D874F56F47B616AB50C01F7B7701DA8956@GRUPRD8002MB111.lamprd80.prod.outlook.com>
	<20120215170448.GY96259@jibsheet.com>
	<3B9178D874F56F47B616AB50C01F7B7701DA937D@GRUPRD8002MB111.lamprd80.prod.outlook.com>
	<33413992.post@talk.nabble.com> <4F4E2B9B.7090803@sgul.ac.uk>
Message-ID: <4F4E2BD1.5040805@sgul.ac.uk>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Apologies,
I have no idea how this fell onto rt.

Giuseppe

On 29/02/12 13:43, Giuseppe Sollazzo wrote:
>
> Content-Type: text/plain; charset=ISO-8859-1
>
>
> Hi Dave,
>
> On 29/02/12 13:30, john s. wrote:
>>> Not sure which of you can best advise on this - I've got a job
>>> on the new HRA server to do the daily transfer to the CRIS
>>> server:
>>>
>>> pscp.exe -pw newone
>>> "c:\PSenterprise\Bulkinput\CRIS_EXTRACT_STAFF.csv"
>>> dbair at cris.sgul.ac.uk:c/staff_extracts
>>>
>>> This is coming up fatal: Network error: Connection refused.
>>>
>>> On the old HRA server, there was an ftp job doing this, using
>>> this same user name and password, which was set up on the CRIS
>>> server for this purpose.
>>>
>>> Can anyone tell me what is wrong?
>>>
>
> Nothing :) Simply, the server doesn't have ssh/scp access. It would
> be better if you could reinstate the job via ftp.
>
> Giuseppe
>

- -- 
____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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From csbender at bellsouth.net  Wed Feb 29 09:42:00 2012
From: csbender at bellsouth.net (csbender)
Date: Wed, 29 Feb 2012 06:42:00 -0800 (PST)
Subject: [rt-users] RT report and Incorrect username or password.
Message-ID: <1330526520.5185.YahooMailRC@web180716.mail.sp1.yahoo.com>

Hi folks 

I am glad to join this community.

We are running rt-3.8.6.

Reports for RT stopped working. 

I investigated where syslog shows a lot of errors for failure to login.
Being suspicious I decided to run basic sql commands to see if I can login. 

Mind you I can log into the system via http.

rt3#  /usr/local/bin/rt ls -i "Created > '1 Year Ago' AND Status != 'resolved'" 
-o -Created | xargs /usr/local/bin/report.pl
rt: Incorrect username or password. 

WHAT DOES THIS MEAN?

I ran same command below with these results thinking that I should be able to 
login.

rt3# mysql -u chris.bender at localhost -p
Enter password: 
ERROR 2002 (HY000): Can't connect to local MySQL server through socket 
'/tmp/mysql.sock' (2)

It appears to be a login issue. I found a pl scrip that is basically the Config 
basics for 

for RT_SiteConfig.pm. I changed the name to protect the innocent...me.

Here it is?

# Any configuration directives you include  here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this comamnd:
#
#   perl -c /usr/local/etc/rt38/RT_SiteConfig.pm

# Set( $rtname, 'example.com');
Set($rtname, 'ABC.ABC.com');
Set($Organization, 'ABC.ABC.com');

Set($CorrespondAddress , 'rt at abc.abc.com');
Set($CommentAddress , 'rt-comment at abc.abc.com');

# THE DATABASE:
Set($DatabaseType, 'mysql'); # e.g. Pg or mysql
Set($DatabaseUser , 'rt_user');
Set($DatabasePassword , 'rt_pass');
Set($DatabaseName , 'rt');
Set($DatabaseHost   , 'db.abc.abc.com');
Set($DatabaseRTHost , 'db.abc.abc.com');

# THE WEBSERVER:
Set($WebPath , "");
Set($WebBaseURL , "http://rt3.abc.abc.com");

# SYSLOG FIX
@LogToSyslogConf = ( socket => 'stream' );
# @LogToSyslogConf = ( socket => 'inet' );

#Set(@Plugins,(qw(Extension::QuickDelete RT::FM)));
Set(@ActiveStatus, qw(new open pending p-logistic resolved));
1;

I am new and trying pick this up. Any pointers would be gladly received. 

Regards

From trs at bestpractical.com  Wed Feb 29 10:21:07 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 29 Feb 2012 10:21:07 -0500
Subject: [rt-users] re  configure rt
In-Reply-To: <33412642.post@talk.nabble.com>
References: <33405103.post@talk.nabble.com> <4F4CED1E.50406@bestpractical.com>
	<33412642.post@talk.nabble.com>
Message-ID: <4F4E4263.9060101@bestpractical.com>

On 02/29/2012 04:40 AM, john s. wrote:
>  Is the same businness for the old 3.8 versions?

3.8 doesn't include the arguments ./configure was run with at the top of
/opt/rt3/etc/RT_Config.pm, so you'll need to make sure you remember them
correctly.

Thomas

From trs at bestpractical.com  Wed Feb 29 10:22:20 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 29 Feb 2012 10:22:20 -0500
Subject: [rt-users] Custom field value in an email
In-Reply-To: <33411857.post@talk.nabble.com>
References: <33377770.post@talk.nabble.com>
	<20120223161722.GX96259@jibsheet.com>
	<33411857.post@talk.nabble.com>
Message-ID: <4F4E42AC.90609@bestpractical.com>

On 02/29/2012 12:58 AM, nickyflavier wrote:
> However, when I am creating a new script based on this guideline
> http://requesttracker.wikia.com/wiki/ExtractCustomFieldValues , the Action:
> Extract Custom Field Values is not on the select option list.
> 
> How do I know If I have installed the
> RT::Extension::ExtractCustomFieldValues and enabled it properly?
> It might be an installation issue, otherwise kindly correct me if I am
> wrong.

You didn't read the README that ExtractCustomFieldValues ships with.
Please read it.  You missed the make initdb step for first time installs.

Thomas

From trs at bestpractical.com  Wed Feb 29 10:28:18 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 29 Feb 2012 10:28:18 -0500
Subject: [rt-users] Show More About Requestors not showing Phone Numbers
 for Privileged users, but does for the Admin
In-Reply-To: <ECAF53276AC7D847AE81E3FB29CF8B2EA1F301@chi-exmb1p.pvtb.local>
References: <ECAF53276AC7D847AE81E3FB29CF8B2EA1F301@chi-exmb1p.pvtb.local>
Message-ID: <4F4E4412.7080608@bestpractical.com>

On 02/27/2012 12:20 PM, Todd French wrote:
>       Background info: running RT4.0.2, and$MoreAboutRequestorExtraInfo
>       is enabled:
> 
>       Set($MoreAboutRequestorExtraInfo, ?WorkPhone, Organization?
> 
>       As the administrator of RT, I can see the data for both fields in
>       the web interface for any ticket.  Any other privileged user,
>       however, sees nothing for the phone number, but does see the data
>       from the Organization field.  What I am not understanding is what
>       user right dictates being able to see the data in this field:  I
>       verified that it appears to be a user right by granting one of my
>       users the ?Do anything and everything? right, and then they were
>       able to see the data in the WorkPhone field as well.

WorkPhone (and some other user fields) are not public.  They are visible
to admins (SuperUser or AdminUsers rights), but not normal users.  You
can make it visible to all by adding an
/opt/rt4/local/lib/RT/User_Local.pm overlay as described here:
http://lists.bestpractical.com/pipermail/rt-users/2012-February/074992.html

Instead of specifying

    Organization => { admin => 0 },

you'll want to use

    WorkPhone => { public => 1 },

Thomas

From me at payam124.com  Wed Feb 29 11:32:56 2012
From: me at payam124.com (Payam Poursaied)
Date: Wed, 29 Feb 2012 20:02:56 +0330
Subject: [rt-users] outlook multipart/alternative problem,
	send plain text when attachments exist
Message-ID: <050901ccf6ff$cb4e2010$61ea6030$@payam124.com>

Hi all

We are working with 3.8.8. we have the following problem:

When any HTML correspond/comment with attachments (i.e doc file) sent to RT
from outlook (i.e. outlook 2010), the system sends plain/text part rather
than html part. 

I found that outlook 2010 and 2007 include multipart/alternative into the
message so both plain text and html version would be parsed by RT.

I found this post:

http://lists.bestpractical.com/pipermail/rt-commit/2011-June/020321.html

and tried to compare Transaction_Overlay.pm and EmailParser.pm from 3.8.11
and included newly developed code into 3.8.8 but still no success.

Any comment/idea?

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From gsollazz at sgul.ac.uk  Wed Feb 29 11:33:55 2012
From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo)
Date: Wed, 29 Feb 2012 16:33:55 +0000
Subject: [rt-users] Hide comments from unprivileged users
Message-ID: <4F4E5373.3080109@sgul.ac.uk>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Hi,
we're trying letting users access RT.
It seems that unprivileged users see Comments, although they are not
notified via e-mail. What's the relevant privilege I need to check?

Thanks,
Giuseppe

- -- 
____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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From diaulas.castro at intersolution.inf.br  Wed Feb 29 12:08:30 2012
From: diaulas.castro at intersolution.inf.br (Diaulas Castro)
Date: Wed, 29 Feb 2012 17:08:30 +0000
Subject: [rt-users] RES:  Hide comments from unprivileged users
In-Reply-To: <4F4E5373.3080109@sgul.ac.uk>
References: <4F4E5373.3080109@sgul.ac.uk>
Message-ID: <3B9178D874F56F47B616AB50C01F7B7701DF1CAA@GRUPRD8002MB111.lamprd80.prod.outlook.com>

Look at Queue rights (groups and users )
  On left panel look at Unprivileged menu.

 They shouldn't have "Rights for Staff" -> " View ticket private commentary" checked.

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Inform?tica 
Tel.: (55 11) 3443-1472 
www.intersolution.inf.br 
Oracle Certified Partner

-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Giuseppe Sollazzo
Enviada em: quarta-feira, 29 de fevereiro de 2012 13:34
Para: rt-users at lists.bestpractical.com
Assunto: [rt-users] Hide comments from unprivileged users

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Hi,
we're trying letting users access RT.
It seems that unprivileged users see Comments, although they are not notified via e-mail. What's the relevant privilege I need to check?

Thanks,
Giuseppe

- --
____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

From walid.haider at movensis.com  Wed Feb 29 12:11:25 2012
From: walid.haider at movensis.com (Walid Haider)
Date: Wed, 29 Feb 2012 17:11:25 +0000
Subject: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make
 HTML::Mason
In-Reply-To: <20120223161027.GV96259@jibsheet.com>
References: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932CD@mov-srv-central>
	<20120221194002.GO96259@jibsheet.com>
	<81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932DF@mov-srv-central>
	<20120222172635.GR96259@jibsheet.com>
	<81579A7D7E41FC44AFD2FB9D8AD8C8820178C709333E@mov-srv-central>
	<20120223161027.GV96259@jibsheet.com>
Message-ID: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C7168889@mov-srv-central>

Hi Kevin,

I tried your suggestion, but still same error.

Any ideas as to what else I could try?

Thanks,
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, 23 de Fevereiro de 2012 16:10
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason

On Thu, Feb 23, 2012 at 08:48:47AM +0000, Walid Haider wrote:
> Hi Kevin,
> 
> Below is the result:
> 
> cpan[1]> look HTML::Mason
> Trying to open a subshell in the build directory...
> Directory '/root/.cpan/build/HTML-Mason-1.48-ygKQns' has gone. Cannot continue.

That sounds pretty broken.
What's in /root/.cpan/build ?

You may want to just blow away the build directory and try it fresh, but it sounds like things aren't being unpacked properly on your system.

-kevin

From jon.witts at southhunsley.org.uk  Wed Feb 29 12:08:48 2012
From: jon.witts at southhunsley.org.uk (Witts J Mr)
Date: Wed, 29 Feb 2012 17:08:48 +0000
Subject: [rt-users] Create ticket with links by CLI
Message-ID: <B029086442D37F47A9068B1569797AB134772C14@ZORA.southhunsley.local>

Hi there,

I am using the following code to create tickets on the CLI:

rt create -t ticket set subject="test cli ticket" set queue="IT Support" set CF-Category=Request

Which is working fine; however I would also like to be able to set a link to an article at the point of creation for this ticket too.

I had thought that perhaps I could get my script to create the ticket and return the ticket ID so that I could then add the link as per "rt help links", but even if I try the following after the ticket has been created I get an error:

rt link 10965 RefersTo a:43
rt: link: Invalid ticket ID 'a:43' specified.
rt: /REST/1.0/ticket/link
Invalid ticket id: 'a:43'.
/REST/1.0/ticket/link
Invalid ticket id: 'a:43'.

So is there any way I can do this on the CLI, or am I just going to have to manually add the link into the article through the Web GUI?

Regard

Jon

______________________________

Jon Witts
Director of ICT
South Hunsley School and Sixth Form College
01482 636720

________________________________

Confidentiality: this e-mail and its attachments may be confidential and are intended solely for the use of the named recipient(s). If you are not the intended recipient you must take no action based on them, nor must you copy or show them to anyone. If you have received this e-mail in error, please advise the sender by return e-mail and delete all copies of this e-mail and any attachments from your computer.

Security Warning: Please note that internet e-mail is not a completely secure or error free method of communication, and information could be intercepted, corrupted, lost, destroyed, or could arrive late or incomplete. You should understand and accept this lack of security when it communicating by email.

Viruses: Whilst we have taken reasonable precautions to ensure that this e-mail and any attachment has been checked for viruses, we cannot guarantee that they are virus free and we cannot accept responsibility for any loss or damage you sustain as a result of software viruses. You are advised to carry out your own checks before any attachments are opened.

Please note that any views or opinions expressed in this e-mail are solely those of the author and do not necessarily represent those of South Hunsley School and Sixth Form College and the content of their e-mail is not intended to be contractually binding.

South Hunsley School and Sixth Form College is registered in England and Wales with company registration number 07542211 and VAT Registration Number 109 7208 18.

From sunnavy at bestpractical.com  Wed Feb 29 12:25:36 2012
From: sunnavy at bestpractical.com (sunnavy)
Date: Thu, 1 Mar 2012 01:25:36 +0800
Subject: [rt-users] Create ticket with links by CLI
In-Reply-To: <B029086442D37F47A9068B1569797AB134772C14@ZORA.southhunsley.local>
References: <B029086442D37F47A9068B1569797AB134772C14@ZORA.southhunsley.local>
Message-ID: <20120229172536.GA17672@i5>

I'm afraid linking tickets to articles are not supported in REST for now.

sunnavy

On 12-02-29 17:08, Witts J Mr wrote:
> Hi there,
> 
> I am using the following code to create tickets on the CLI:
> 
> rt create -t ticket set subject="test cli ticket" set queue="IT Support" set CF-Category=Request
> 
> Which is working fine; however I would also like to be able to set a link to an article at the point of creation for this ticket too.
> 
> I had thought that perhaps I could get my script to create the ticket and return the ticket ID so that I could then add the link as per "rt help links", but even if I try the following after the ticket has been created I get an error:
> 
> rt link 10965 RefersTo a:43
> rt: link: Invalid ticket ID 'a:43' specified.
> rt: /REST/1.0/ticket/link
> Invalid ticket id: 'a:43'.
> /REST/1.0/ticket/link
> Invalid ticket id: 'a:43'.
> 
> So is there any way I can do this on the CLI, or am I just going to have to manually add the link into the article through the Web GUI?
> 
> Regard
> 
> Jon
> 
> 
> 
> ______________________________
> 
> Jon Witts
> Director of ICT
> South Hunsley School and Sixth Form College
> 01482 636720
> 
> 
> ________________________________
> 
> Confidentiality: this e-mail and its attachments may be confidential and are intended solely for the use of the named recipient(s). If you are not the intended recipient you must take no action based on them, nor must you copy or show them to anyone. If you have received this e-mail in error, please advise the sender by return e-mail and delete all copies of this e-mail and any attachments from your computer.
> 
> Security Warning: Please note that internet e-mail is not a completely secure or error free method of communication, and information could be intercepted, corrupted, lost, destroyed, or could arrive late or incomplete. You should understand and accept this lack of security when it communicating by email.
> 
> Viruses: Whilst we have taken reasonable precautions to ensure that this e-mail and any attachment has been checked for viruses, we cannot guarantee that they are virus free and we cannot accept responsibility for any loss or damage you sustain as a result of software viruses. You are advised to carry out your own checks before any attachments are opened.
> 
> Please note that any views or opinions expressed in this e-mail are solely those of the author and do not necessarily represent those of South Hunsley School and Sixth Form College and the content of their e-mail is not intended to be contractually binding.
> 
> South Hunsley School and Sixth Form College is registered in England and Wales with company registration number 07542211 and VAT Registration Number 109 7208 18.
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012

From aprilr at yelp.com  Wed Feb 29 15:43:18 2012
From: aprilr at yelp.com (April Rosenberg)
Date: Wed, 29 Feb 2012 12:43:18 -0800
Subject: [rt-users] (no subject)
Message-ID: <351c0a9228926d03d0f5e5efed406dd9@mail.gmail.com>

Good afternoon,

I am just trying to get RT up and running.  I am getting an odd error while
using fetchmail to grab email from Gmail.  I am running RT 4.0.1 on Ubuntu
10.04.  below are  my fectmailrc file and the fetchmail log file.  I have
daemon commented out so I could run the command by hand to try and
troubleshoot the problem.  I have been searching, but I haven?t found any
information about the DistinctFieldValues field or why it would be causing
problems.  Any help would be greatly appreciated.  Thanks!

April

/etc/fetchmailrc:

#set daemon 60

set invisible

set no bouncemail

set no syslog

set logfile /var/log/fetchmail.log

poll imap.gmail.com protocol IMAP username "****@****.***" password "****"
mda "/usr/bin/rt-mailgate --queue HelpDesk --action correspond --url
http://localhost/rt --debug" no keep options ssl

/var/log/fetchmail.log:

RT server error.

The RT server which handled your email did not behave as expected. It

said:

Can't locate object method "DistinctFieldValues" via package "RT::Queues"
at /usr/share/request-tracker4/lib/RT/System.pm line 236.

Stack:

  [/usr/share/request-tracker4/lib/RT/System.pm:236]

  [/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1197]

  [/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1410]

  [/usr/share/request-tracker4/html/REST/1.0/NoAuth/mail-gateway:61]

fetchmail: reading message ****@****.***@gmail-imap.l.google.com:1 of 1
(2289 header octets) (1341 body octets) (log message incomplete)fetchmail:
MDA returned nonzero status 75

fetchmail:  not flushed
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From trs at bestpractical.com  Wed Feb 29 15:48:37 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 29 Feb 2012 15:48:37 -0500
Subject: [rt-users] (no subject)
In-Reply-To: <351c0a9228926d03d0f5e5efed406dd9@mail.gmail.com>
References: <351c0a9228926d03d0f5e5efed406dd9@mail.gmail.com>
Message-ID: <4F4E8F25.2020406@bestpractical.com>

On 02/29/2012 03:43 PM, April Rosenberg wrote:
> Can't locate object method "DistinctFieldValues" via package
> "RT::Queues" at /usr/share/request-tracker4/lib/RT/System.pm line 236.

This indicates your version of DBIx::SearchBuilder is older than 1.59.
What does:

    perl -e 'use DBIx::SearchBuilder 9999'

report?

From aprilr at yelp.com  Wed Feb 29 16:02:31 2012
From: aprilr at yelp.com (April Rosenberg)
Date: Wed, 29 Feb 2012 13:02:31 -0800
Subject: [rt-users] (no subject)
In-Reply-To: <4F4E8F25.2020406@bestpractical.com>
References: <351c0a9228926d03d0f5e5efed406dd9@mail.gmail.com>
	<4F4E8F25.2020406@bestpractical.com>
Message-ID: <02cf54323b5824e08515519a862a4026@mail.gmail.com>

DBIx::SearchBuilder version 9999 required--this is only version 1.56 at -e
line 1.
BEGIN failed--compilation aborted at -e line 1.

Thank you!  I will look at upgrading that!

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas
Sibley
Sent: Wednesday, February 29, 2012 12:49 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] (no subject)

On 02/29/2012 03:43 PM, April Rosenberg wrote:
> Can't locate object method "DistinctFieldValues" via package
> "RT::Queues" at /usr/share/request-tracker4/lib/RT/System.pm line 236.

This indicates your version of DBIx::SearchBuilder is older than 1.59.
What does:

    perl -e 'use DBIx::SearchBuilder 9999'

report?
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

From trs at bestpractical.com  Wed Feb 29 16:33:09 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 29 Feb 2012 16:33:09 -0500
Subject: [rt-users] (no subject)
In-Reply-To: <02cf54323b5824e08515519a862a4026@mail.gmail.com>
References: <351c0a9228926d03d0f5e5efed406dd9@mail.gmail.com>
	<4F4E8F25.2020406@bestpractical.com>
	<02cf54323b5824e08515519a862a4026@mail.gmail.com>
Message-ID: <4F4E9995.9060407@bestpractical.com>

On 02/29/2012 04:02 PM, April Rosenberg wrote:
> DBIx::SearchBuilder version 9999 required--this is only version 1.56 at -e
> line 1.
> BEGIN failed--compilation aborted at -e line 1.
> 
> Thank you!  I will look at upgrading that!

While this is indeed the problem, I'd be concerned about other module
versions too.  What version of the Ubuntu package are you using?

    sudo apt-cache policy request-tracker4

How did you install RT?  The Ubuntu package should have made sure
DBIx::SearchBuilder was up to date...

Thomas

From aprilr at yelp.com  Wed Feb 29 16:43:35 2012
From: aprilr at yelp.com (April Rosenberg)
Date: Wed, 29 Feb 2012 13:43:35 -0800
Subject: [rt-users] (no subject)
In-Reply-To: <4F4E9995.9060407@bestpractical.com>
References: <351c0a9228926d03d0f5e5efed406dd9@mail.gmail.com>
	<4F4E8F25.2020406@bestpractical.com>	<02cf54323b5824e08515519a862a4026@mail.gmail.com>
	<4F4E9995.9060407@bestpractical.com>
Message-ID: <395fcf284b466b49e284d62e9baaa391@mail.gmail.com>

That did fix it.  We had built our own 4.0.1 last fall (but the project
was deprioritized) when there wasn't an Ubuntu package yet.  Since we were
having errors (This one and a couple of others) we were looking at making
a 4.0.5 based off the 4.0.4 package.

April

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas
Sibley
Sent: Wednesday, February 29, 2012 1:33 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] (no subject)

On 02/29/2012 04:02 PM, April Rosenberg wrote:
> DBIx::SearchBuilder version 9999 required--this is only version 1.56
> at -e line 1.
> BEGIN failed--compilation aborted at -e line 1.
>
> Thank you!  I will look at upgrading that!

While this is indeed the problem, I'd be concerned about other module
versions too.  What version of the Ubuntu package are you using?

    sudo apt-cache policy request-tracker4

How did you install RT?  The Ubuntu package should have made sure
DBIx::SearchBuilder was up to date...

Thomas
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

From trs at bestpractical.com  Wed Feb 29 16:49:08 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 29 Feb 2012 16:49:08 -0500
Subject: [rt-users] (no subject)
In-Reply-To: <395fcf284b466b49e284d62e9baaa391@mail.gmail.com>
References: <351c0a9228926d03d0f5e5efed406dd9@mail.gmail.com>
	<4F4E8F25.2020406@bestpractical.com>	<02cf54323b5824e08515519a862a4026@mail.gmail.com>
	<4F4E9995.9060407@bestpractical.com>
	<395fcf284b466b49e284d62e9baaa391@mail.gmail.com>
Message-ID: <4F4E9D54.2020807@bestpractical.com>

On 02/29/2012 04:43 PM, April Rosenberg wrote:
> That did fix it.  We had built our own 4.0.1 last fall (but the project
> was deprioritized) when there wasn't an Ubuntu package yet.  Since we were
> having errors (This one and a couple of others) we were looking at making
> a 4.0.5 based off the 4.0.4 package.

There's a 4.0.5 package in Debian's stable backports (squeeze-backports)
repo.  Adding squeeze-backports to your apt config and installing RT
from it may be worthwhile.

http://packages.debian.org/squeeze-backports/request-tracker4

We work closely with the Debian package maintainer and updates tend to
hit there sooner.

Thomas

From csbender at bellsouth.net  Wed Feb 29 16:59:02 2012
From: csbender at bellsouth.net (csbender)
Date: Wed, 29 Feb 2012 13:59:02 -0800 (PST)
Subject: [rt-users] RT Incorrect username or password.
In-Reply-To: <1330526520.5185.YahooMailRC@web180716.mail.sp1.yahoo.com>
References: <1330526520.5185.YahooMailRC@web180716.mail.sp1.yahoo.com>
Message-ID: <1330552742.43959.YahooMailRC@web180704.mail.sp1.yahoo.com>

Please help.....

We are running rt-3.8.6.

RT stopped working. 

I investigated where syslog shows a lot of errors for failure to login.
Being suspicious I decided to run basic sql commands to see if I can login. 

Mind you I can log into the system via http.

rt3#  /usr/local/bin/rt ls -i "Created > '1 Year Ago' AND Status != 'resolved'" 
-o -Created | xargs /usr/local/bin/report.pl
rt: Incorrect username or password. 

WHAT DOES THIS MEAN?

From trs at bestpractical.com  Wed Feb 29 17:12:16 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 29 Feb 2012 17:12:16 -0500
Subject: [rt-users] RT Incorrect username or password.
In-Reply-To: <1330552742.43959.YahooMailRC@web180704.mail.sp1.yahoo.com>
References: <1330526520.5185.YahooMailRC@web180716.mail.sp1.yahoo.com>
	<1330552742.43959.YahooMailRC@web180704.mail.sp1.yahoo.com>
Message-ID: <4F4EA2C0.1040209@bestpractical.com>

Posting the same content twice just to bump your topic is impolite.

On 02/29/2012 04:59 PM, csbender wrote:
> I investigated where syslog shows a lot of errors for failure to login.

What are the syslog errors?

> Being suspicious I decided to run basic sql commands to see if I can login. 

What "basic SQL commands"?  bin/rt is not SQL.

> Mind you I can log into the system via http.

With the same user and pass as /usr/local/bin/rt is configured to use?

> rt3#  /usr/local/bin/rt ls -i "Created > '1 Year Ago' AND Status != 'resolved'" 
> -o -Created | xargs /usr/local/bin/report.pl
> rt: Incorrect username or password. 

What is /usr/local/bin/report.pl?  It's not standard RT code.

What is the contents of ~/.rtrc?  This is the file used by bin/rt to login.

> WHAT DOES THIS MEAN?

It means almost nothing without the information I asked for above.

From diaulas.castro at intersolution.inf.br  Wed Feb 29 17:37:42 2012
From: diaulas.castro at intersolution.inf.br (Diaulas Castro)
Date: Wed, 29 Feb 2012 22:37:42 +0000
Subject: [rt-users] Customer cannot see tickets with active custom status
Message-ID: <3B9178D874F56F47B616AB50C01F7B7701DF2742@GRUPRD8002MB111.lamprd80.prod.outlook.com>

Hello,
  My setup of RT is ubuntu 11.10 with RT 4.0.1, I've setup some custom status on LifeCycles and they are working pretty well except when my customer want to see all active tickets.

  Fragment of active status in LifeCycles
       active  => [ 'open', 'scheduled', 'started', 'waiting_customer' ],

  Fragment of inactive status:
     inactive => [ 'resolved', 'rejected', 'deleted', 'plantao', 'report' , 'stalled' ]

  On "SelfService/Open Tickets" tickets with status waiting_customer isn't showing but my inactives custom status shows on "SelfService/Closed Tickets"

Another question, how can I create another menu to show all tickets except by deleted ones?

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Inform?tica
Tel.: (55 11) 3443-1472
www.intersolution.inf.br
Oracle Certified Partner

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From nickyflavier at gmail.com  Wed Feb 29 23:58:55 2012
From: nickyflavier at gmail.com (nickyflavier)
Date: Wed, 29 Feb 2012 20:58:55 -0800 (PST)
Subject: [rt-users] Custom field value in an email
In-Reply-To: <4F4E42AC.90609@bestpractical.com>
References: <33377770.post@talk.nabble.com>
	<20120223161722.GX96259@jibsheet.com>
	<33411857.post@talk.nabble.com> <4F4E42AC.90609@bestpractical.com>
Message-ID: <33418889.post@talk.nabble.com>

Dear Mr. Thomas,

Thanks, after doing the make initdb I had it enabled on the select list, I
will try extracting the custom field value and post the result here.

Thomas Sibley wrote:
> 
> On 02/29/2012 12:58 AM, nickyflavier wrote:
>> However, when I am creating a new script based on this guideline
>> http://requesttracker.wikia.com/wiki/ExtractCustomFieldValues , the
>> Action:
>> Extract Custom Field Values is not on the select option list.
>> 
>> How do I know If I have installed the
>> RT::Extension::ExtractCustomFieldValues and enabled it properly?
>> It might be an installation issue, otherwise kindly correct me if I am
>> wrong.
> 
> You didn't read the README that ExtractCustomFieldValues ships with.
> Please read it.  You missed the make initdb step for first time installs.
> 
> Thomas
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
> 
> 

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