From rabin at isoc.org.il  Sun Jul  1 04:32:00 2012
From: rabin at isoc.org.il (Rabin Yasharzadehe)
Date: Sun, 1 Jul 2012 11:32:00 +0300
Subject: [rt-users] Shredder location
In-Reply-To: <EB28087BEE8C4BF584F1BB5B55AC5608@chrisp>
References: <EB28087BEE8C4BF584F1BB5B55AC5608@chrisp>
Message-ID: <CAKAdUjSOabo6EwXHGOXCte96vgL=GH6jo-TpZwMRunqYe-bmxg@mail.gmail.com>

If you about to shred a lot of data use the CLI and not the web-interface

*---
Rabin Yasharzadehe*



On Fri, Jun 29, 2012 at 9:19 PM, Chris Preston <chris at thetrafalgartravel.com
> wrote:

>  Hello all,****
>
> I am trying to shred some tickets data and when I click on the shredder
> icon, I get a message****
>
> ** **
>
> Shredder needs a directory to write dumps to. Please check that you have
> <span class="file-path">/opt/rt3/var/data/RT-Shredder</span> and it is
> writable by your web server. ****
>
> ** **
>
> I created a folder opt/rt3/var/data/RT-Shredder but when I re run I still
> get the message.  What else do I need to do****
>
> ** **
>
> Regards****
>
> ** **
>
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From bluethundr at gmail.com  Sun Jul  1 12:23:19 2012
From: bluethundr at gmail.com (Tim Dunphy)
Date: Sun, 1 Jul 2012 12:23:19 -0400
Subject: [rt-users] Queue not found scrip error
Message-ID: <CAOZy0emO-Mw0L5B8DGRnZNsmWb00SOrWp8mTj-5LOMJioJKjxQ@mail.gmail.com>

Hello,

 I'm having an unusual problem with our RT server. When I go to select
the scrips belonging to one of our queues I get an error stating
"Queue foo not found" where 'foo' is a queue number from 1 to 13.
Someone it seems that the scips in this queue must have been deleted.
Would it be possible to restore the scrips, somehow? Sadly I don't
have a recent backup of the RT database. The global scrips seem to be
intact.

Thanks
Tim


-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B


From ronald.higgins at gmail.com  Mon Jul  2 03:41:18 2012
From: ronald.higgins at gmail.com (ronald higgins)
Date: Mon, 2 Jul 2012 09:41:18 +0200
Subject: [rt-users] Attachment extraction from DB
Message-ID: <CAL-P4jKER=z2324-9Dan=As0i2JCtr5-PBMahiFrev9n1uOsJQ@mail.gmail.com>

Hi All,

Has anyone ever had to extract files (docs,pdf's) out of the RT DB
onto files on the filesystem? If so would you mind sharing how you
went about it?

Regards

Ronald


From ludovic.dessein at axione.fr  Mon Jul  2 04:48:27 2012
From: ludovic.dessein at axione.fr (Ludovic D)
Date: Mon, 2 Jul 2012 01:48:27 -0700 (PDT)
Subject: [rt-users]  Error message in a scrip
Message-ID: <34100515.post@talk.nabble.com>


Hi, 

I need some Custom Fields to be filled before users could close a ticket. 
So i created a scrip "onResolve" which check if CF are blank or not. 
If so, scrip leave the ticket open. But I would like user to know that it's
still open. 
How can I make the scrip use Web UI to tell user such a thing? 
same way you can't open a ticket is some CF are mandatory for example. 

rgds,
-- 
View this message in context: http://old.nabble.com/Error-message-in-a-scrip-tp34100515p34100515.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From nafiesaa at kromco.co.za  Mon Jul  2 05:42:36 2012
From: nafiesaa at kromco.co.za (Nafiesa Allie)
Date: Mon, 2 Jul 2012 11:42:36 +0200
Subject: [rt-users] RT Visual Interface Enhancements Enquiry
In-Reply-To: <4FEDEF44.50203@bestpractical.com>
References: <CAPRr2XyimYxpkQ9ywNU8X3u964T6QCcm4HvvL_uxUPVyjOQ+4Q@mail.gmail.com>
	<B3A49A3A-731E-4DD0-9D04-45A85FA83083@boksa.de>
	<4FEDEF44.50203@bestpractical.com>
Message-ID: <CAPRr2Xyb_PPL2wTSKU=d=PWF20LL9BM8Pgcqge+0COWpbhROWQ@mail.gmail.com>

Great! So where do I start?  I have never fiddled with CSS or JS before, so
it will be helpful if you could direct me to a relevant example.

On 29 June 2012 20:09, Thomas Sibley <trs at bestpractical.com> wrote:

> On 06/29/2012 10:57 AM, Benjamin Boksa wrote:
> > I am sure this can be done using RT4 by writing a custom page - but I
> > honestly do not know how?
>
> Learning the basics of how to create your own page in RT will probably
> be faster and more efficient than trying to use the REST interface to
> get all the data and interaction you want.
>
> You can probably do most of what you want with a standard dashboard and
> a bunch of custom CSS and JS that targets it to rearrange as necessary.
>



-- 

Groete/Regards

Nafiesa Allie

Kromco (Pty) Ltd

| t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |

*Important Notice: This e-mail may contain trade secrets or privileged,
undisclosed, or otherwise confidential information.

If you have received this e-mail in error, you are hereby notified that any
review, copying, or distribution of it is strictly prohibited.

Please inform us immediately and destroy the original transmittal. Thank
you for your cooperation.
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From jonathan.khattir at mobiquithings.net  Mon Jul  2 10:03:55 2012
From: jonathan.khattir at mobiquithings.net (Jonathan Khattir)
Date: Mon, 2 Jul 2012 16:03:55 +0200
Subject: [rt-users] Change the place of title page name
Message-ID: <CAAZBCyv8MPcicvhtUH6JRXWcpcZJrXOhsryaQ2J15iVXt+aj6w@mail.gmail.com>

Hi, I would like to known how i can change the place of the title of
current page view.

The variable is $Title, define in /Element/Header so i would like export
this variable or the div <div id="header"><h1><% $Title %></h1></div> to
display the page name in footer (/Element/Footer) for exemple.

Thanks to help me :)
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From aharrison at gmail.com  Mon Jul  2 11:24:58 2012
From: aharrison at gmail.com (Andy Harrison)
Date: Mon, 2 Jul 2012 11:24:58 -0400
Subject: [rt-users] Perl error with Shredder on users (RT 3.8.7)
In-Reply-To: <CAMOxC8t9VseGKaJbQqSQftvPX-++AOg_aQEnd1Qc+es4hExveA@mail.gmail.com>
References: <4F7B0E96.8090609@shadowprojects.org>
	<CAMOxC8t9VseGKaJbQqSQftvPX-++AOg_aQEnd1Qc+es4hExveA@mail.gmail.com>
Message-ID: <CACJmLABmkqN-Ayb-MU7i9VA7fGhWZEuSbe7L_6QvF_2z0zxe+Q@mail.gmail.com>

On Tue, Apr 3, 2012 at 11:00 AM, Ruslan Zakirov <ruz at bestpractical.com> wrote:
> On Tue, Apr 3, 2012 at 18:52, Guillaume Hilt <ghilt at shadowprojects.org> wrote:
>>    Hello,
>>
>> I'm using RT 3.8.7 on Ubuntu 10.04 AMD64.
>>
>> When i'm trying to use the Shredder script (from RT web interface) on
>> enabled users, i'm getting this trange error :
>> Couldn't wipeout object: Bizarre copy of ARRAY in aassign at
>> /usr/share/perl5/Devel/StackTrace.pm line 49.
>>
>> Any idea ?
>
> This is in most cases is a perl bug.
>
>> Regards,
>>
>> --
>>  Guillaume Hilt
>>
>
>
>
> --
> Best regards, Ruslan.



In case anyone else stumbles onto this perl bug like I just did,
here's some working code:

(Likely you'll want to use a better method of selecting your user
objects than my lazy insert of id numbers into __DATA__)

#!/usr/bin/perl

use strict;
use warnings;

#use Data::Dumper;

use RT::Shredder ();
use RT::Shredder::Plugin ();

RT::Shredder::Init( force => 1 );

my $shredder = RT::Shredder->new();


my $plugin = RT::Shredder::Plugin->new;
my ( $plugin_status, $plugin_message ) = $plugin->LoadByString( 'Users' );


# resolver code cribbed from RT::Shredder's t/02users.t test file
#
my $resolver = sub {
    my %args = (@_);
    my $t =     $args{'TargetObject'};
    my $resolver_uid = RT->SystemUser->id;
    foreach my $method ( qw(Creator LastUpdatedBy) ) {
        next unless $t->_Accessible( $method => 'read' );
        $t->__Set( Field => $method, Value => $resolver_uid );
    }
};


print "Iterating id list...\n";

my $user = new RT::User(RT::SystemUser);

for ( <DATA> ) {

    chomp;

    print "\nCurrent id: $_\n";

    $user->Load($_);
    next unless $user->id;

    print "id $_ loaded...\n";

    $shredder->PutResolver( BaseClass => 'RT::User', Code => $resolver );

    print "Wiping...\n";
    $shredder->Wipeout( Object => $user );

}

print "Program complete...\n";


__DATA__
1757
1759
1761
1763
1765
1767




--
Andy Harrison
public key: 0x67518262


From kevinr at bestpractical.com  Mon Jul  2 13:18:43 2012
From: kevinr at bestpractical.com (Kevin Riggle)
Date: Mon, 02 Jul 2012 13:18:43 -0400
Subject: [rt-users] Change the place of title page name
In-Reply-To: <CAAZBCyv8MPcicvhtUH6JRXWcpcZJrXOhsryaQ2J15iVXt+aj6w@mail.gmail.com>
References: <CAAZBCyv8MPcicvhtUH6JRXWcpcZJrXOhsryaQ2J15iVXt+aj6w@mail.gmail.com>
Message-ID: <1341248614-sup-7123@bestpractical.com>

Excerpts from Jonathan Khattir's message of Mon Jul 02 10:03:55 -0400 2012:
> Hi, I would like to known how i can change the place of the title of
> current page view.
> 
> The variable is $Title, define in /Element/Header so i would like export
> this variable or the div <div id="header"><h1><% $Title %></h1></div> to
> display the page name in footer (/Element/Footer) for exemple.
> 
Hi Jonathan,

Unfortunately (as you've likely seen) $Title is set on the pages
themselves, as an argument passed directly to Header, while the Footer
is included from lib/RT/Interface/Web.pm, much higher in the stack.  To
change this would break lots of things which rely on the existing
behavior.  I don't recommend it.

Why do you want to put the page title in the Footer?  Could you
accomplish the same thing by putting eg. the m->request_comp->path in
the Footer instead?

Best,
- KevinR


From ruz at bestpractical.com  Mon Jul  2 13:46:40 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 2 Jul 2012 20:46:40 +0300
Subject: [rt-users] Queue not found scrip error
In-Reply-To: <CAOZy0emO-Mw0L5B8DGRnZNsmWb00SOrWp8mTj-5LOMJioJKjxQ@mail.gmail.com>
References: <CAOZy0emO-Mw0L5B8DGRnZNsmWb00SOrWp8mTj-5LOMJioJKjxQ@mail.gmail.com>
Message-ID: <CAMOxC8tYh=1SUuF3DT+YDNwYxgzipp6iUWBqu0tsf6UgL9PVdw@mail.gmail.com>

Hi,

Probably Scrips have wrong id of queue in the table. Check with SQL.

On Sun, Jul 1, 2012 at 7:23 PM, Tim Dunphy <bluethundr at gmail.com> wrote:
> Hello,
>
> ?I'm having an unusual problem with our RT server. When I go to select
> the scrips belonging to one of our queues I get an error stating
> "Queue foo not found" where 'foo' is a queue number from 1 to 13.
> Someone it seems that the scips in this queue must have been deleted.
> Would it be possible to restore the scrips, somehow? Sadly I don't
> have a recent backup of the RT database. The global scrips seem to be
> intact.
>
> Thanks
> Tim
>
>
> --
> GPG me!!
>
> gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B



-- 
Best regards, Ruslan.


From jc.listmail at gmail.com  Mon Jul  2 15:08:47 2012
From: jc.listmail at gmail.com (Jay Christopherson)
Date: Mon, 2 Jul 2012 12:08:47 -0700
Subject: [rt-users] RT4.0.6/Nginx = Blank Page
Message-ID: <CAFwM5Hzp3zvjnR=PoMu5QJ5HHe2WAdKNWX=r7E6KJYuZu7=c_g@mail.gmail.com>

I've installed RT4.0.6 on CentOS 6.2 (default install).  I've never had a
problem with previous versions of RT running on Apache, but in this case,
Nginx/PHP-FPM is the setup.  I already have two applications running fine
under that setup.

I installed RT4, resolved all the dependencies successfully and used the
RT::Extension::Nginx module to setup the Nginx configs for RT.  But, when I
attempt to browse to the front page, I get nothing but a blank page.  No
html error codes generated (or any other errors for that matter).

I've reverified all the dependencies, verified that there are no errors in
php-fpm or nginx (debug enabled) and RT itself doesn't seem to output
anything at all into the debug log I enabled in RT_SiteConfig, so I'm at a
bit of a loss right now.

Any suggestions for further troubleshooting or pointers?

Thanks!
Jay
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From ruz at bestpractical.com  Mon Jul  2 15:18:29 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 2 Jul 2012 22:18:29 +0300
Subject: [rt-users] RT4.0.6/Nginx = Blank Page
In-Reply-To: <CAFwM5Hzp3zvjnR=PoMu5QJ5HHe2WAdKNWX=r7E6KJYuZu7=c_g@mail.gmail.com>
References: <CAFwM5Hzp3zvjnR=PoMu5QJ5HHe2WAdKNWX=r7E6KJYuZu7=c_g@mail.gmail.com>
Message-ID: <CAMOxC8sZ8VQsVVsDfeyoq0kw2i4vwL8KeSUtZZ2_uPQ5PS1_DA@mail.gmail.com>

On Mon, Jul 2, 2012 at 10:08 PM, Jay Christopherson
<jc.listmail at gmail.com> wrote:
> I've installed RT4.0.6 on CentOS 6.2 (default install). ?I've never had a
> problem with previous versions of RT running on Apache, but in this case,
> Nginx/PHP-FPM is the setup. ?I already have two applications running fine
> under that setup.
>
> I installed RT4, resolved all the dependencies successfully and used the
> RT::Extension::Nginx module to setup the Nginx configs for RT. ?But, when I
> attempt to browse to the front page, I get nothing but a blank page. ?No
> html error codes generated (or any other errors for that matter).
>
> I've reverified all the dependencies, verified that there are no errors in
> php-fpm or nginx (debug enabled) and RT itself doesn't seem to output
> anything at all into the debug log I enabled in RT_SiteConfig, so I'm at a
> bit of a loss right now.
>
> Any suggestions for further troubleshooting or pointers?

Logs. Not only errors but debugs. How did you configure logging in RT?
Use syslog or standalone file. What do you use to start RT server?
Config generated by the extension setups Nginx as a proxy, so you have
to start RT as well and extension comes with the script to do it.

> Thanks!
> Jay

-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Mon Jul  2 15:44:19 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 2 Jul 2012 22:44:19 +0300
Subject: [rt-users] Error message in a scrip
In-Reply-To: <34100515.post@talk.nabble.com>
References: <34100515.post@talk.nabble.com>
Message-ID: <CAMOxC8sdrye4VrpWN45yUeJc_sV=znTcFBZ3YBgbqw8iqRo4EA@mail.gmail.com>

Hi,

You can not talk to UI from scrips. You need code in UI to restrict
changes and inform users.



On Mon, Jul 2, 2012 at 11:48 AM, Ludovic D <ludovic.dessein at axione.fr> wrote:
>
> Hi,
>
> I need some Custom Fields to be filled before users could close a ticket.
> So i created a scrip "onResolve" which check if CF are blank or not.
> If so, scrip leave the ticket open. But I would like user to know that it's
> still open.
> How can I make the scrip use Web UI to tell user such a thing?
> same way you can't open a ticket is some CF are mandatory for example.
>
> rgds,
> --
> View this message in context: http://old.nabble.com/Error-message-in-a-scrip-tp34100515p34100515.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Mon Jul  2 15:47:57 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 2 Jul 2012 22:47:57 +0300
Subject: [rt-users] RT Visual Interface Enhancements Enquiry
In-Reply-To: <CAPRr2Xyb_PPL2wTSKU=d=PWF20LL9BM8Pgcqge+0COWpbhROWQ@mail.gmail.com>
References: <CAPRr2XyimYxpkQ9ywNU8X3u964T6QCcm4HvvL_uxUPVyjOQ+4Q@mail.gmail.com>
	<B3A49A3A-731E-4DD0-9D04-45A85FA83083@boksa.de>
	<4FEDEF44.50203@bestpractical.com>
	<CAPRr2Xyb_PPL2wTSKU=d=PWF20LL9BM8Pgcqge+0COWpbhROWQ@mail.gmail.com>
Message-ID: <CAMOxC8tLgPscHKgZCCNjX+D-wbWEj0fzHoauHZRAy58YGUqLCA@mail.gmail.com>

On Mon, Jul 2, 2012 at 12:42 PM, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:
> Great! So where do I start? ?I have never fiddled with CSS or JS before, so
> it will be helpful if you could direct me to a relevant example.

Start from Dashboards, custom searches and see how close you can get
to what you need.



>
> On 29 June 2012 20:09, Thomas Sibley <trs at bestpractical.com> wrote:
>>
>> On 06/29/2012 10:57 AM, Benjamin Boksa wrote:
>> > I am sure this can be done using RT4 by writing a custom page - but I
>> > honestly do not know how?
>>
>> Learning the basics of how to create your own page in RT will probably
>> be faster and more efficient than trying to use the REST interface to
>> get all the data and interaction you want.
>>
>> You can probably do most of what you want with a standard dashboard and
>> a bunch of custom CSS and JS that targets it to rearrange as necessary.
>
>
>
>
> --
>
> Groete/Regards
>
> Nafiesa Allie
>
> Kromco (Pty) Ltd
>
> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |
>
> *Important Notice: This e-mail may contain trade secrets or privileged,
> undisclosed, or otherwise confidential information.
>
> If you have received this e-mail in error, you are hereby notified that any
> review, copying, or distribution of it is strictly prohibited.
>
> Please inform us immediately and destroy the original transmittal. Thank you
> for your cooperation.
>
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Mon Jul  2 15:51:09 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 2 Jul 2012 22:51:09 +0300
Subject: [rt-users] Change the place of title page name
In-Reply-To: <CAAZBCyv8MPcicvhtUH6JRXWcpcZJrXOhsryaQ2J15iVXt+aj6w@mail.gmail.com>
References: <CAAZBCyv8MPcicvhtUH6JRXWcpcZJrXOhsryaQ2J15iVXt+aj6w@mail.gmail.com>
Message-ID: <CAMOxC8upOZOAYQjstbG1XAFCXzoOp0+9AFyefU0K0XEMP+0d7Q@mail.gmail.com>

On Mon, Jul 2, 2012 at 5:03 PM, Jonathan Khattir
<jonathan.khattir at mobiquithings.net> wrote:
> Hi, I would like to known how i can change the place of the title of current
> page view.
>
> The variable is $Title, define in /Element/Header so i would like export
> this variable or the div <div id="header"><h1><% $Title %></h1></div> to
> display the page name in footer (/Element/Footer) for exemple.
>
> Thanks to help me :)

The easiest way probably is to use JS here. With jQuery it's quite
easy to relocate or duplicate HTML.


-- 
Best regards, Ruslan.


From falcone at bestpractical.com  Mon Jul  2 16:20:18 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 2 Jul 2012 16:20:18 -0400
Subject: [rt-users] autoreply including article
In-Reply-To: <CAHf0cY9pYVw+7Z_J7cgDMHCcz6Tph2fnKySU8me279w7m56z7A@mail.gmail.com>
References: <34083030.post@talk.nabble.com>
	<CAMOxC8tNMW78+7aJ_GJomH5HR4rTTRV8FFGfVUNhKf5Mg+ov+w@mail.gmail.com>
	<34083072.post@talk.nabble.com>
	<20120627220935.GQ1070@jibsheet.com>
	<CAHf0cY9x8K91gawa0e0kRfazjf48fsLg21BB+YnSf4iT7yNo-w@mail.gmail.com>
	<20120628163453.GA42259@jibsheet.com>
	<CAHf0cY9pYVw+7Z_J7cgDMHCcz6Tph2fnKySU8me279w7m56z7A@mail.gmail.com>
Message-ID: <20120702202018.GG42259@jibsheet.com>

On Thu, Jun 28, 2012 at 11:08:34AM -0700, jesse west wrote:
>    To: $Ticket->RequestorAddresses
>    Subject: Unexcused Early Release {$Ticket->Subject}
> 
>    Hi $Ticket->FirstCustomFieldValue('Student_Name')
> 
>    Thank you for your student report.
> 
>    Please be aware that this is considered an unexcused early release in accordance with the
>    student catalog. All time off requests must be made at least 2 weeks in advance, and/or a
>    student must supply a doctor*s note for it to be considered excused.
> 
>    Please remember any hours missed may result in over contract fees.
> 
>    Each curriculum has required days and hours of attendance. Attendance records are strictly
>    maintained and determine compliance with satisfactory progress for financial aid funding
>    purposes. In order to receive financial aid, you must maintain at least 80% overall
>    attendance.
> 
>    Kind Regards,
>    Student Services
> 
>    i would like the body of the email to use the contents of the field "Content" from Article #4
>    rather than the text above.

Then you'll want to read about Articles, if you have a specific id in
mind, you can just Load it and call methods on it as documented in the
code I pointed to in my earlier reply.

>    > Are you looking for documentation about Articles?
>    > perldoc lib/RT/Article.pm 
>    > perldoc lib/RT/Articles.pm

-kevin
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From kevinr at bestpractical.com  Mon Jul  2 17:58:23 2012
From: kevinr at bestpractical.com (Kevin Riggle)
Date: Mon, 02 Jul 2012 17:58:23 -0400
Subject: [rt-users] Attachment extraction from DB
In-Reply-To: <CAL-P4jKER=z2324-9Dan=As0i2JCtr5-PBMahiFrev9n1uOsJQ@mail.gmail.com>
References: <CAL-P4jKER=z2324-9Dan=As0i2JCtr5-PBMahiFrev9n1uOsJQ@mail.gmail.com>
Message-ID: <1341265854-sup-1110@bestpractical.com>

Excerpts from ronald higgins's message of Mon Jul 02 03:41:18 -0400 2012:
> Hi All,
> 
> Has anyone ever had to extract files (docs,pdf's) out of the RT DB
> onto files on the filesystem? If so would you mind sharing how you
> went about it?

To be terribly snarky, I went to the attachment I wanted in RT's web UI,
right-clicked on the link, and selected 'Save link as'.

Look at lib/RT/Attachment.pm and the places it's used for how RT does
it, using the Perl API.  And that's mostly just taking the information
that running 'describe Attachments' in your favorite SQL DB will tell
you exists in the database and putting it in the right places.

Best,
- KevinR


From robert at robertblackwell.com  Mon Jul  2 18:40:35 2012
From: robert at robertblackwell.com (Robert Blackwell)
Date: Mon, 2 Jul 2012 18:40:35 -0400
Subject: [rt-users] Attachment extraction from DB
In-Reply-To: <CAL-P4jKER=z2324-9Dan=As0i2JCtr5-PBMahiFrev9n1uOsJQ@mail.gmail.com>
References: <CAL-P4jKER=z2324-9Dan=As0i2JCtr5-PBMahiFrev9n1uOsJQ@mail.gmail.com>
Message-ID: <B23179D7-5099-4628-BAD3-649A6D47B048@robertblackwell.com>

Hi,

API's exist for a reason. I am curious if your really mean direct DB access or just a way to extract an attachment.

I would start with 
http://search.cpan.org/~jlmartin/RT-Client-REST-0.43/lib/RT/Client/REST/Attachment.pm.

Robert


On Jul 2, 2012, at 3:41 AM, ronald higgins <ronald.higgins at gmail.com> wrote:

> Hi All,
> 
> Has anyone ever had to extract files (docs,pdf's) out of the RT DB
> onto files on the filesystem? If so would you mind sharing how you
> went about it?
> 
> Regards
> 
> Ronald


From bluethundr at gmail.com  Mon Jul  2 19:48:52 2012
From: bluethundr at gmail.com (Tim Dunphy)
Date: Mon, 2 Jul 2012 19:48:52 -0400
Subject: [rt-users] Queue not found scrip error
In-Reply-To: <CAMOxC8tYh=1SUuF3DT+YDNwYxgzipp6iUWBqu0tsf6UgL9PVdw@mail.gmail.com>
References: <CAOZy0emO-Mw0L5B8DGRnZNsmWb00SOrWp8mTj-5LOMJioJKjxQ@mail.gmail.com>
	<CAMOxC8tYh=1SUuF3DT+YDNwYxgzipp6iUWBqu0tsf6UgL9PVdw@mail.gmail.com>
Message-ID: <CAOZy0enaupzLeEbu4psvNVrjvpOUWs60tN2WsNb1N6xTR5wYjA@mail.gmail.com>

Hi there

> Probably Scrips have wrong id of queue in the table. Check with SQL.

Thanks I'll check that!

Best!
Tim

On Mon, Jul 2, 2012 at 1:46 PM, Ruslan Zakirov <ruz at bestpractical.com>
wrote:
> Hi,
>
> Probably Scrips have wrong id of queue in the table. Check with SQL.
>
> On Sun, Jul 1, 2012 at 7:23 PM, Tim Dunphy <bluethundr at gmail.com> wrote:
>> Hello,
>>
>>  I'm having an unusual problem with our RT server. When I go to select
>> the scrips belonging to one of our queues I get an error stating
>> "Queue foo not found" where 'foo' is a queue number from 1 to 13.
>> Someone it seems that the scips in this queue must have been deleted.
>> Would it be possible to restore the scrips, somehow? Sadly I don't
>> have a recent backup of the RT database. The global scrips seem to be
>> intact.
>>
>> Thanks
>> Tim
>>
>>
>> --
>> GPG me!!
>>
>> gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B
>
>
>
> --
> Best regards, Ruslan.



-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B
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From ronald.higgins at gmail.com  Tue Jul  3 01:02:15 2012
From: ronald.higgins at gmail.com (ronald higgins)
Date: Tue, 3 Jul 2012 07:02:15 +0200
Subject: [rt-users] Attachment extraction from DB
In-Reply-To: <1341265854-sup-1110@bestpractical.com>
References: <CAL-P4jKER=z2324-9Dan=As0i2JCtr5-PBMahiFrev9n1uOsJQ@mail.gmail.com>
	<1341265854-sup-1110@bestpractical.com>
Message-ID: <CAL-P4jL=s4gyt_k0LcihjzX=Qju87siacxuMhV1rgoxquFopGw@mail.gmail.com>

right clicking through 1.2 million tickets might cause some finger strain :)

indeed, i meant a method to dump directly from mySQL to disk. i shall look
into how to interact via the api then.

thanks
On 2 Jul 2012 23:58, "Kevin Riggle" <kevinr at bestpractical.com> wrote:

> Excerpts from ronald higgins's message of Mon Jul 02 03:41:18 -0400 2012:
> > Hi All,
> >
> > Has anyone ever had to extract files (docs,pdf's) out of the RT DB
> > onto files on the filesystem? If so would you mind sharing how you
> > went about it?
>
> To be terribly snarky, I went to the attachment I wanted in RT's web UI,
> right-clicked on the link, and selected 'Save link as'.
>
> Look at lib/RT/Attachment.pm and the places it's used for how RT does
> it, using the Perl API.  And that's mostly just taking the information
> that running 'describe Attachments' in your favorite SQL DB will tell
> you exists in the database and putting it in the right places.
>
> Best,
> - KevinR
>
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From nafiesaa at kromco.co.za  Tue Jul  3 02:29:07 2012
From: nafiesaa at kromco.co.za (Nafiesa Allie)
Date: Tue, 3 Jul 2012 08:29:07 +0200
Subject: [rt-users] RT Visual Interface Enhancements Enquiry
In-Reply-To: <CAMOxC8tLgPscHKgZCCNjX+D-wbWEj0fzHoauHZRAy58YGUqLCA@mail.gmail.com>
References: <CAPRr2XyimYxpkQ9ywNU8X3u964T6QCcm4HvvL_uxUPVyjOQ+4Q@mail.gmail.com>
	<B3A49A3A-731E-4DD0-9D04-45A85FA83083@boksa.de>
	<4FEDEF44.50203@bestpractical.com>
	<CAPRr2Xyb_PPL2wTSKU=d=PWF20LL9BM8Pgcqge+0COWpbhROWQ@mail.gmail.com>
	<CAMOxC8tLgPscHKgZCCNjX+D-wbWEj0fzHoauHZRAy58YGUqLCA@mail.gmail.com>
Message-ID: <CAPRr2Xy6c+satvTS6FvVyUUU7PqZGWNkQsZHFD8sJD3ojVBNYw@mail.gmail.com>

I have already created dashboards with custom searches, but my problem lies
with the fact that I cannot get the panels to lie alongside each other as
per my example.  RT only allows two lists/charts panels next to each other.
 How do I overcome this?

On 2 July 2012 21:47, Ruslan Zakirov <ruz at bestpractical.com> wrote:

> On Mon, Jul 2, 2012 at 12:42 PM, Nafiesa Allie <nafiesaa at kromco.co.za>
> wrote:
> > Great! So where do I start?  I have never fiddled with CSS or JS before,
> so
> > it will be helpful if you could direct me to a relevant example.
>
> Start from Dashboards, custom searches and see how close you can get
> to what you need.
>
>
>
> >
> > On 29 June 2012 20:09, Thomas Sibley <trs at bestpractical.com> wrote:
> >>
> >> On 06/29/2012 10:57 AM, Benjamin Boksa wrote:
> >> > I am sure this can be done using RT4 by writing a custom page - but I
> >> > honestly do not know how?
> >>
> >> Learning the basics of how to create your own page in RT will probably
> >> be faster and more efficient than trying to use the REST interface to
> >> get all the data and interaction you want.
> >>
> >> You can probably do most of what you want with a standard dashboard and
> >> a bunch of custom CSS and JS that targets it to rearrange as necessary.
> >
> >
> >
> >
> > --
> >
> > Groete/Regards
> >
> > Nafiesa Allie
> >
> > Kromco (Pty) Ltd
> >
> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |
> >
> > *Important Notice: This e-mail may contain trade secrets or privileged,
> > undisclosed, or otherwise confidential information.
> >
> > If you have received this e-mail in error, you are hereby notified that
> any
> > review, copying, or distribution of it is strictly prohibited.
> >
> > Please inform us immediately and destroy the original transmittal. Thank
> you
> > for your cooperation.
> >
> >
>
>
>
> --
> Best regards, Ruslan.
>



-- 

Groete/Regards

Nafiesa Allie

Kromco (Pty) Ltd

| t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |

*Important Notice: This e-mail may contain trade secrets or privileged,
undisclosed, or otherwise confidential information.

If you have received this e-mail in error, you are hereby notified that any
review, copying, or distribution of it is strictly prohibited.

Please inform us immediately and destroy the original transmittal. Thank
you for your cooperation.
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From jonathan.khattir at mobiquithings.net  Tue Jul  3 04:33:33 2012
From: jonathan.khattir at mobiquithings.net (Jonathan Khattir)
Date: Tue, 3 Jul 2012 10:33:33 +0200
Subject: [rt-users] Change the place of title page name
In-Reply-To: <CAAZBCyv8MPcicvhtUH6JRXWcpcZJrXOhsryaQ2J15iVXt+aj6w@mail.gmail.com>
References: <CAAZBCyv8MPcicvhtUH6JRXWcpcZJrXOhsryaQ2J15iVXt+aj6w@mail.gmail.com>
Message-ID: <CAAZBCyvvpZCqcTx1ot83CS+jr7=2ZCpvoFe_GdMoyTLwDLVecQ@mail.gmail.com>

I would like put the title in div=body define in /Element/PageLayout

I don't know syntax, i read the masonbook but i don't understand.

http://imageshack.us/photo/my-images/21/todayk.png/


2012/7/2 Jonathan Khattir <jonathan.khattir at mobiquithings.net>

> Hi, I would like to known how i can change the place of the title of
> current page view.
>
> The variable is $Title, define in /Element/Header so i would like export
> this variable or the div <div id="header"><h1><% $Title %></h1></div> to
> display the page name in footer (/Element/Footer) for exemple.
>
> Thanks to help me :)
>
>
>
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From borngunners at aol.com  Tue Jul  3 10:03:30 2012
From: borngunners at aol.com (Borngunners)
Date: Tue, 3 Jul 2012 10:03:30 -0400 (EDT)
Subject: [rt-users] ActiveStatus configuration has been replaced by the new
	Lifecycles
Message-ID: <8CF273BC29D9B06-2A10-41442@webmail-d130.sysops.aol.com>

What does this warning mean and how do I correct it?

[Sun Jun 24 10:38:22 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)

Thanks,
Haji
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From borngunners at aol.com  Tue Jul  3 10:18:13 2012
From: borngunners at aol.com (Borngunners)
Date: Tue, 3 Jul 2012 10:18:13 -0400 (EDT)
Subject: [rt-users] Installing and Configuring Asset Tracker in RT
Message-ID: <8CF273DD126E126-2A10-4160F@webmail-d130.sysops.aol.com>

I have installed and configured RT 4.05 and working perfectly now. I will like to add Asset Tracker to RT to track all asset that we purchase in my organization. How do I go about installing AT onto RT?

Thanks,
Haji
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From ruz at bestpractical.com  Tue Jul  3 11:15:24 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 3 Jul 2012 18:15:24 +0300
Subject: [rt-users] Cannot send emails
In-Reply-To: <4FE3565C.8000806@pacbell.net>
References: <689A1933F8EE7743BC101464DD9F3F040429079F@MBX30.exg5.exghost.com>
	<CAAfAOiVC6d1a=pSzODTepxuHRnrNBWKTw4k4cKMu1wS+PWd74A@mail.gmail.com>
	<4FE3565C.8000806@pacbell.net>
Message-ID: <CAMOxC8s7hqRKz-zarSU7ix142fdSNfRPHN8HyDLfE0k3+wFtzQ@mail.gmail.com>

On Thu, Jun 21, 2012 at 8:14 PM, 20/20 Lab <lab at pacbell.net> wrote:
> Set($SMTPFrom, 'support at mydomain.com');
>
> Maybe?

This option is only relevant to situation when RT connects to smtp
server and is not
something RT does by default and is not recommended.

You have to show more config options you've set to get help.

> On 06/21/2012 1:34 AM, Scott Sjodin wrote:
>
> Josh,
>
> What are you using to retrieve mail? Fetchmail? what are you using to send
> mail? Postfix? some context would help with troubleshooting.
>
> On Thu, Jun 21, 2012 at 4:15 AM, Josh Hopkins <josh at prorivertech.com> wrote:
>>
>> I have set both of the $CorrespondAddress and the $CommentAddress.? But
>> when I watch the mail logs I see:
>>
>>
>>
>> ?? ?2012-06-20 18:30:19.993009500 info msg 9789329: bytes 1040 from
>> <anonymous at .> qp 19311 uid 48?
>>
>>
>>
>> Every email it sends is trying to be sent via anonymous at . Instead of
>> support at mydomain.com. ?I have restarted apache and even restarted the server
>> nothing seem to be working.? I have tested sending emails via test scripts
>> and they seem to be working just fine.? Any ideas and where the anonymous at .
>> setting might be?? Thanks,
>>
>> ??????????????? /Josh
>>
>>
>>
>>
>
>
>
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Tue Jul  3 12:14:21 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 3 Jul 2012 19:14:21 +0300
Subject: [rt-users] Login banner
In-Reply-To: <20120626193129.D7D6E4881BD@aalto.aaltohost.com>
References: <20120626193129.D7D6E4881BD@aalto.aaltohost.com>
Message-ID: <CAMOxC8st8cNa92YUxxwwMogfGXibOjyX3oXR0d6+akRwNi_GaA@mail.gmail.com>

Hi,

I think it was answered recently in another similar thread.

On Tue, Jun 26, 2012 at 10:31 PM, Brad <b_zynda at comcast.net> wrote:
>
> ________________________________
> From: Brad
> Sent: 6/26/2012 12:36 PM
> To: Brad; rt-users at bestpractical.com
> Subject: Login banner
>
>
> ________________________________
> From: Brad
> Sent: 6/26/2012 10:14 AM
> To: rt-users at bestpractical.com
> Subject: Login banner
>
> Hello,
>
> Does anyone have a how-to on adding text above, below or in the default
> login box via the login page.
>
> RT version 4.0.5 default theme
>
> Have a requirement to have legal warning at all login prompts.
>
> Thanks,
> Brad
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Tue Jul  3 12:16:48 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 3 Jul 2012 19:16:48 +0300
Subject: [rt-users] Unwanted extra Requestor added
In-Reply-To: <07A5F0ABA6ABCE488CF01BB872138FEB32E5FF@uwit-mbx07.exchange.washington.edu>
References: <07A5F0ABA6ABCE488CF01BB872138FEB32E4F0@uwit-mbx07.exchange.washington.edu>
	<07A5F0ABA6ABCE488CF01BB872138FEB32E5FF@uwit-mbx07.exchange.washington.edu>
Message-ID: <CAMOxC8srynheO9_z3cXBz3xR-1qn8Lg=c1uj4xA3PnWcmC_TwQ@mail.gmail.com>

Hi,

The only idea is a customization. Either a scrip or customization to
web interface.What do you see in the history of the ticket?

On Wed, Jun 27, 2012 at 9:02 PM, David T. Grayston
<davidtg at u.washington.edu> wrote:
> Aaron,
>
>
>
> No cc?s or other watchers are part of the queue or manually added to the
> ticket during the requests ? I?ve tested this issue myself and duplicated
> (and I have ?do anything? perms).
>
>
>
> Odd that it doesn?t happen from the selfservice/create form only from the RT
> admin interface for creating a new ticket.
>
>
>
> As a workaround I?ve just been going in and manually removing the extra
> Requestor from each new ticket. Luckily the unwanted extra Requestor is a
> testing account that only I have access to?but its still a pain.
>
>
>
> I was thinking it could be some corruption in the database ? where the
> account is set as a requestor on the queue but its not showing in the admin
> ui? But that should mean it would happen regardless of how the ticket was
> created.
>
>
>
> David
>
>
>
> ------------------------------------------------------------------
> David T. Grayston?????Systems & Database Administrator
>
> University of Washington?? School of Public Health
>
>
>
> From: Sampson, Aaron [mailto:Sampson at p2sol.com]
> Sent: Wednesday, June 27, 2012 10:38 AM
> To: David T. Grayston
> Subject: RE: Unwanted extra Requestor added
>
>
>
> David,
>
>
>
> Is the original requestor CC?ing anyone when sending in the ticket? Since RT
> takes the e-mail to create the requestor maybe it is seeing the additional
> e-mail addresses and creating multiple requestors that way.
>
>
>
> Another thing that I just thought of (not sure if it will help) but you can
> add a watcher to the ticket or queue and change the type of watcher (i.e.
> Requestor, admin, cc) might want to look into whether or not this is set or
> something in your permission?s has set something like this to auto add an
> additional requestor.
>
>
>
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David T.
> Grayston
> Sent: Wednesday, June 27, 2012 8:54 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Unwanted extra Requestor added
>
>
>
> Hi all,
>
>
>
> RT: 4.0.5
>
>
>
> When a new ticket is created by a privileged user via
> ?../rt/Ticket/Create.html? we?re getting an unwanted second requestor
> automatically added to the ticket. This is happening in all queues and its
> always the same extra user added as second Requestor.
>
>
>
> But this isn?t happening when the ticket is created via
> ?../rt/SelfService/Create.html?
>
>
>
> The queues don?t have any custom scrips and the Create.html isn?t modified -
> so far can?t determine why this is happening.
>
>
>
> Any help appreciated.
>
>
>
> ------------------------------------------------------------------
> David T. Grayston?????Systems & Database Administrator
>
> University of Washington?? School of Public Health
>
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Tue Jul  3 13:01:44 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 3 Jul 2012 20:01:44 +0300
Subject: [rt-users] Export, import and purge tickets?
In-Reply-To: <CA+unBmeGOn6W9zGU4kiAy89eOY2auG4g8kY208pT9QGU0NopAg@mail.gmail.com>
References: <CA+unBmeGOn6W9zGU4kiAy89eOY2auG4g8kY208pT9QGU0NopAg@mail.gmail.com>
Message-ID: <CAMOxC8sb6-VQjXhpM2_8MXyWBf=ee58sjPBSn+kNm5xgqaCqzQ@mail.gmail.com>

On Fri, Jun 29, 2012 at 10:08 AM, Stefan Stefanov <ststefanov at gmail.com> wrote:
> Hello
>
> Is there any tool to export data for selected tickets (for example in
> mysqldump format file) and after successful export delete all data for
> these tickets from the database?
>
> This way it would be easy to create backup for old or unnecessary
> tickets, shred them and clean up database. If some of them will be
> needed in the future their data could be imported back from the dump
> file.

Shredder creates a SQL dump file that you can use to restore data. However,
restoring files in a wrong order, skipping some backups or after some changes
can result in inconsistent database. Where inconsistent means that DB can be
incomplete as you didn't restore everything or the current state of the DB
doesn't match state when data was deleted.

It may work, but sometimes would need maintenance on restore.

> --
> Stefan Stefanov



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Tue Jul  3 13:16:59 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 3 Jul 2012 20:16:59 +0300
Subject: [rt-users] Unable to see queue names as unprivileged users
In-Reply-To: <dc1f2afde93774d8d95ca86917bd7246@mail.gmail.com>
References: <dc1f2afde93774d8d95ca86917bd7246@mail.gmail.com>
Message-ID: <CAMOxC8tF59c80AHOQ-HZWx+FwpF14BB5t-y5gYB3=vezWuVPqA@mail.gmail.com>

Hi,

Granting SeeQueue via a role (Requestor/Cc/AdminCc...) has no effect if
user plays the role on a ticket. When RT checks the right on queue object,
it doesn't check if user is requestor of any ticket. Granting the right to
AdminCc and putting users as AdminCcs on queue will work, but not like you
want it.

You should either grant SeeQueue to Everyone/Privileged/Unprivileged or to
custom groups.

On Sat, Jun 30, 2012 at 1:38 AM, April Rosenberg <aprilr at yelp.com> wrote:

> Good Afternoon!
>
>
>
> I have been trying to put the finishing touches on RT and while I was
> doing user documentation I noticed that an unprivileged user cannot see the
> queue their ticket is in if they do not have specific rights on the queue.
> To elaborate:  We have five security queues, one for generic requests that
> everyone has the SeeQueue and CreateTicket rights on, and four others that
> we use to escalate the tickets to the correct campus.  So if a user creates
> a ticket in the SelfService they see this:
>
>
>
>
>
> However I have now assigned that ticket to a person in a campus specific
> queue, and the user no longer sees the queue name even though Requestor has
> the SeeQueue right globally.
>
>
>
>
>
> But in the ticket, I can see the queue name?
>
>
>
>
>
> I haven?t been able to find anything on the web other than someone else
> asking a similar question in 2008 on the list w/o a response.
>
>
>
> Thanks for any help.
>
>
>
> April
>
>
>
>
>
>
>
>
>



-- 
Best regards, Ruslan.
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From davidtg at u.washington.edu  Tue Jul  3 14:17:06 2012
From: davidtg at u.washington.edu (David T. Grayston)
Date: Tue, 3 Jul 2012 18:17:06 +0000
Subject: [rt-users] Unwanted extra Requestor added
In-Reply-To: <CAMOxC8srynheO9_z3cXBz3xR-1qn8Lg=c1uj4xA3PnWcmC_TwQ@mail.gmail.com>
References: <07A5F0ABA6ABCE488CF01BB872138FEB32E4F0@uwit-mbx07.exchange.washington.edu>
	<07A5F0ABA6ABCE488CF01BB872138FEB32E5FF@uwit-mbx07.exchange.washington.edu>
	<CAMOxC8srynheO9_z3cXBz3xR-1qn8Lg=c1uj4xA3PnWcmC_TwQ@mail.gmail.com>
Message-ID: <07A5F0ABA6ABCE488CF01BB872138FEB351BA6@uwit-mbx07.exchange.washington.edu>

The ticket history didn't show anything other than the new ticket being created and it having two Requestors. I'd be the only one to have added a customization and nothing to make this happen was coded.

I've suppressed the issue by disabling the account that was getting added.

Unfortunately I got a similar issue in another queue where a group is being added as AdminCc on each ticket created even though they aren't set on the queue to be AdminCc currently but its possible they were set to be AdminCc on the queue at somepoint but latter removed as AdminCc.

Again I could suppress this issue by disabling the group in question.

Feels like a bit of a database corruption but all seem to be working fine otherwise.

------------------------------------------------------------------
David T. Grayston?????Systems & Database Administrator
University of Washington?? School of Public Health


> -----Original Message-----
> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On
> Behalf Of Ruslan Zakirov
> Sent: Tuesday, July 03, 2012 9:17 AM
> To: David T. Grayston
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Unwanted extra Requestor added
> 
> Hi,
> 
> The only idea is a customization. Either a scrip or customization to web
> interface.What do you see in the history of the ticket?
> 
> On Wed, Jun 27, 2012 at 9:02 PM, David T. Grayston
> <davidtg at u.washington.edu> wrote:
> > Aaron,
> >
> >
> >
> > No cc?s or other watchers are part of the queue or manually added to
> > the ticket during the requests ? I?ve tested this issue myself and
> > duplicated (and I have ?do anything? perms).
> >
> >
> >
> > Odd that it doesn?t happen from the selfservice/create form only from
> > the RT admin interface for creating a new ticket.
> >
> >
> >
> > As a workaround I?ve just been going in and manually removing the
> > extra Requestor from each new ticket. Luckily the unwanted extra
> > Requestor is a testing account that only I have access to?but its still a pain.
> >
> >
> >
> > I was thinking it could be some corruption in the database ? where the
> > account is set as a requestor on the queue but its not showing in the
> > admin ui? But that should mean it would happen regardless of how the
> > ticket was created.
> >
> >
> >
> > David
> >
> >
> >
> > ------------------------------------------------------------------
> > David T. Grayston?????Systems & Database Administrator
> >
> > University of Washington?? School of Public Health
> >
> >
> >
> > From: Sampson, Aaron [mailto:Sampson at p2sol.com]
> > Sent: Wednesday, June 27, 2012 10:38 AM
> > To: David T. Grayston
> > Subject: RE: Unwanted extra Requestor added
> >
> >
> >
> > David,
> >
> >
> >
> > Is the original requestor CC?ing anyone when sending in the ticket?
> > Since RT takes the e-mail to create the requestor maybe it is seeing
> > the additional e-mail addresses and creating multiple requestors that way.
> >
> >
> >
> > Another thing that I just thought of (not sure if it will help) but
> > you can add a watcher to the ticket or queue and change the type of
> watcher (i.e.
> > Requestor, admin, cc) might want to look into whether or not this is
> > set or something in your permission?s has set something like this to
> > auto add an additional requestor.
> >
> >
> >
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David T.
> > Grayston
> > Sent: Wednesday, June 27, 2012 8:54 AM
> > To: rt-users at lists.bestpractical.com
> > Subject: [rt-users] Unwanted extra Requestor added
> >
> >
> >
> > Hi all,
> >
> >
> >
> > RT: 4.0.5
> >
> >
> >
> > When a new ticket is created by a privileged user via
> > ?../rt/Ticket/Create.html? we?re getting an unwanted second requestor
> > automatically added to the ticket. This is happening in all queues and
> > its always the same extra user added as second Requestor.
> >
> >
> >
> > But this isn?t happening when the ticket is created via
> > ?../rt/SelfService/Create.html?
> >
> >
> >
> > The queues don?t have any custom scrips and the Create.html isn?t
> > modified - so far can?t determine why this is happening.
> >
> >
> >
> > Any help appreciated.
> >
> >
> >
> > ------------------------------------------------------------------
> > David T. Grayston?????Systems & Database Administrator
> >
> > University of Washington?? School of Public Health
> >
> >
> 
> 
> 
> --
> Best regards, Ruslan.

From kenn.crocker at gmail.com  Tue Jul  3 15:47:13 2012
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Tue, 3 Jul 2012 12:47:13 -0700
Subject: [rt-users] Unwanted extra Requestor added
In-Reply-To: <07A5F0ABA6ABCE488CF01BB872138FEB351BA6@uwit-mbx07.exchange.washington.edu>
References: <07A5F0ABA6ABCE488CF01BB872138FEB32E4F0@uwit-mbx07.exchange.washington.edu>
	<07A5F0ABA6ABCE488CF01BB872138FEB32E5FF@uwit-mbx07.exchange.washington.edu>
	<CAMOxC8srynheO9_z3cXBz3xR-1qn8Lg=c1uj4xA3PnWcmC_TwQ@mail.gmail.com>
	<07A5F0ABA6ABCE488CF01BB872138FEB351BA6@uwit-mbx07.exchange.washington.edu>
Message-ID: <CAOtpkagB6Qee3Cx3T+EpbH0NcmdsWsdHfMSgtt=xRjHS8xsN+A@mail.gmail.com>

David,

Is it the same person being added in all cases? If so, have you looked that
person up and determined what group memberships are there?

Also, unless there is some sort of scrip adding a CC or AdminCc via either
a global scrip or a Queue-based scrip, this seems impossible.

Database corruption would only involve a "past" problem, not a continuing
problem. A continuing problems points to a scrip, like Ruslan said.

If you can turn on the detail logs of a "dev" environment and try to
duplicate the problem (load the Production system and configuration into
that environment) and then look at the logs. That would give an indication
of what RT is doing. Without that log, it will be difficult to find the
problem other than hunting and pecking and getting lucky.

I still think Ruslan is right about a scrip somewhere.

Kenn

On Tue, Jul 3, 2012 at 11:17 AM, David T. Grayston <davidtg at u.washington.edu
> wrote:

> The ticket history didn't show anything other than the new ticket being
> created and it having two Requestors. I'd be the only one to have added a
> customization and nothing to make this happen was coded.
>
> I've suppressed the issue by disabling the account that was getting added.
>
> Unfortunately I got a similar issue in another queue where a group is
> being added as AdminCc on each ticket created even though they aren't set
> on the queue to be AdminCc currently but its possible they were set to be
> AdminCc on the queue at somepoint but latter removed as AdminCc.
>
> Again I could suppress this issue by disabling the group in question.
>
> Feels like a bit of a database corruption but all seem to be working fine
> otherwise.
>
> ------------------------------------------------------------------
> David T. Grayston     Systems & Database Administrator
> University of Washington   School of Public Health
>
>
> > -----Original Message-----
> > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On
> > Behalf Of Ruslan Zakirov
> > Sent: Tuesday, July 03, 2012 9:17 AM
> > To: David T. Grayston
> > Cc: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] Unwanted extra Requestor added
> >
> > Hi,
> >
> > The only idea is a customization. Either a scrip or customization to web
> > interface.What do you see in the history of the ticket?
> >
> > On Wed, Jun 27, 2012 at 9:02 PM, David T. Grayston
> > <davidtg at u.washington.edu> wrote:
> > > Aaron,
> > >
> > >
> > >
> > > No cc?s or other watchers are part of the queue or manually added to
> > > the ticket during the requests ? I?ve tested this issue myself and
> > > duplicated (and I have ?do anything? perms).
> > >
> > >
> > >
> > > Odd that it doesn?t happen from the selfservice/create form only from
> > > the RT admin interface for creating a new ticket.
> > >
> > >
> > >
> > > As a workaround I?ve just been going in and manually removing the
> > > extra Requestor from each new ticket. Luckily the unwanted extra
> > > Requestor is a testing account that only I have access to?but its
> still a pain.
> > >
> > >
> > >
> > > I was thinking it could be some corruption in the database ? where the
> > > account is set as a requestor on the queue but its not showing in the
> > > admin ui? But that should mean it would happen regardless of how the
> > > ticket was created.
> > >
> > >
> > >
> > > David
> > >
> > >
> > >
> > > ------------------------------------------------------------------
> > > David T. Grayston     Systems & Database Administrator
> > >
> > > University of Washington   School of Public Health
> > >
> > >
> > >
> > > From: Sampson, Aaron [mailto:Sampson at p2sol.com]
> > > Sent: Wednesday, June 27, 2012 10:38 AM
> > > To: David T. Grayston
> > > Subject: RE: Unwanted extra Requestor added
> > >
> > >
> > >
> > > David,
> > >
> > >
> > >
> > > Is the original requestor CC?ing anyone when sending in the ticket?
> > > Since RT takes the e-mail to create the requestor maybe it is seeing
> > > the additional e-mail addresses and creating multiple requestors that
> way.
> > >
> > >
> > >
> > > Another thing that I just thought of (not sure if it will help) but
> > > you can add a watcher to the ticket or queue and change the type of
> > watcher (i.e.
> > > Requestor, admin, cc) might want to look into whether or not this is
> > > set or something in your permission?s has set something like this to
> > > auto add an additional requestor.
> > >
> > >
> > >
> > > From: rt-users-bounces at lists.bestpractical.com
> > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David
> T.
> > > Grayston
> > > Sent: Wednesday, June 27, 2012 8:54 AM
> > > To: rt-users at lists.bestpractical.com
> > > Subject: [rt-users] Unwanted extra Requestor added
> > >
> > >
> > >
> > > Hi all,
> > >
> > >
> > >
> > > RT: 4.0.5
> > >
> > >
> > >
> > > When a new ticket is created by a privileged user via
> > > ?../rt/Ticket/Create.html? we?re getting an unwanted second requestor
> > > automatically added to the ticket. This is happening in all queues and
> > > its always the same extra user added as second Requestor.
> > >
> > >
> > >
> > > But this isn?t happening when the ticket is created via
> > > ?../rt/SelfService/Create.html?
> > >
> > >
> > >
> > > The queues don?t have any custom scrips and the Create.html isn?t
> > > modified - so far can?t determine why this is happening.
> > >
> > >
> > >
> > > Any help appreciated.
> > >
> > >
> > >
> > > ------------------------------------------------------------------
> > > David T. Grayston     Systems & Database Administrator
> > >
> > > University of Washington   School of Public Health
> > >
> > >
> >
> >
> >
> > --
> > Best regards, Ruslan.
>
-------------- next part --------------
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From mike.coakley at gmail.com  Tue Jul  3 23:02:55 2012
From: mike.coakley at gmail.com (Michael Coakley)
Date: Tue, 3 Jul 2012 23:02:55 -0400
Subject: [rt-users] Scrip compile issue
Message-ID: <D0F688A8-BC79-4ACE-B6E6-CE24DBCF84E9@gmail.com>

I'm trying to write a Scrip that replaces the Requestor. When I try to save this Scrip I get a compilation error. 

Here is my Scrip:

my %addressSubstitutions = (
                "ex1\@example\.com" => "ex1location\@example\.com",
                "ex2\@example\.com" => "ex2location\@example\.com"
                );
 
my $newRequestorAddr = "";
 
my $requestorAddr = $self->TicketObj->RequestorAddresses;
$RT::Logger->debug("All Queues: Requestor Email Address = $requestorAddr");
 
foreach $testAddress (keys(%addressSubstitutions)) {
                if ($requestorAddr =~ /$testAddress/i) {
                                $newRequestorAddr = $addressSubstitutions{$testAddress};
                                break;
                }
}             
 
my ($status, $msg) = $self->TicketObj->DeleteWatcher(Type => 'Requestor', Email => $requestorAddr);
unless ($status) {
                $RT::Logger->error("All Queues : Unable to Remove the requestor $requestorAddr : $msg");
                return undef;
}
 
my ($status, $msg) = $self->TicketObj->AddWatcher(Type => 'Requestor', Email => $newRequestorAddr);
unless ($status) {
                $RT::Logger->error("All Queues : Unable to Add the requestor $newRequestorAddr : $msg");
                return undef;
}
 
return 1;

Here is the error:

Couldn't compile CustomCommitCode codeblock ?{Scrip}': Compilation error at /usr/lib/perl5/site_perl/5.14.2/Log/Dispatch/Output.pm line 39. Stack: [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch/Output.pm:39] [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:192] [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:145] [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:123] [(eval 1261):44] [/opt/rt4/share/html/Admin/Elements/EditScrip:155] [/opt/rt4/share/html/Admin/Global/Scrip.html:51] [/opt/rt4/share/html/Admin/autohandler:49] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:548] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:295] [/opt/rt4/share/html/autohandler:53]
 
Thanks,

Mike

From 14758f1afd44c09b7992073ccf00b43d at 2014.temporarily.de  Thu Jul  5 06:42:23 2012
From: 14758f1afd44c09b7992073ccf00b43d at 2014.temporarily.de (Carlos Becker)
Date: Thu, 5 Jul 2012 12:42:23 +0200
Subject: [rt-users] Installing and Configuring Asset Tracker in RT
In-Reply-To: <8CF273DD126E126-2A10-4160F@webmail-d130.sysops.aol.com>
References: <8CF273DD126E126-2A10-4160F@webmail-d130.sysops.aol.com>
Message-ID: <20120705124223.6b1ea369@meiler.aschendorff.de>

Hello,

I am currently trying to do the same.
It's a complete fresh install.

What OS and version are you using ?

Are you using the rt4 packages provided by the distribution or are you installing from source ?

This is what I tried so far:

I installed the debian rt4 packages on Debian stable 6.x squeeze.
Unfortunately squeeze does not provide rt4 and assettracker packages
so I use the packages that are available in debian testing (using apt pinning).

After some tweaks (there were issues with the mysql schema about TYPE=InnoDB which now must be ENGINE=InnoDB)
I managed to install asset tracker but I got display errors in the rt start page.

Next I tried the same using Debian testing instead of stable.
But got the same display issues.

Next I tried debian testing and installing from source

	wget http://download.bestpractical.com/pub//rt/release/rt-4.0.6.tar.gz
	git clone https://github.com/chakatodd/rt-extension-assettracker

basically installation went fine, but again I am getting display problems with the rt start page.
What I see in the front page is the text:

<LABEL ACCESSKEY="9"> <SELECT NAME ="Type" onchange="document.CreateAssetOfType.submit()" class="select-assettype"> </SELECT> </LABEL>
and 

Here is a Screenshot: http://files.muellers.ms/rt4-assettracker.png 

I guess this is an CSS issue or rt-extension-assettracker is not (yet) compatible to rt4 ?


Thanks Carlos


From ruz at bestpractical.com  Thu Jul  5 08:19:47 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 5 Jul 2012 15:19:47 +0300
Subject: [rt-users] ActiveStatus configuration has been replaced by the
 new Lifecycles
In-Reply-To: <8CF273BC29D9B06-2A10-41442@webmail-d130.sysops.aol.com>
References: <8CF273BC29D9B06-2A10-41442@webmail-d130.sysops.aol.com>
Message-ID: <CAMOxC8v8Pogsd-3+QLOyc2SAFpQ=U9khtm4nFE_07F=BDGWohg@mail.gmail.com>

Hi,

Your SiteConfig tries to set ActiveStatus option which is not valid anymore.
I don't know how to describe it better than it's already described in the
warning message.

On Tue, Jul 3, 2012 at 5:03 PM, Borngunners <borngunners at aol.com> wrote:
> What does this warning mean and how do I correct it?
>
> [Sun Jun 24 10:38:22 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)
>
> Thanks,
> Haji



-- 
Best regards, Ruslan.


From drey111 at gmail.com  Thu Jul  5 08:30:11 2012
From: drey111 at gmail.com (Joe Harris)
Date: Thu, 5 Jul 2012 08:30:11 -0400
Subject: [rt-users] Customize create new ticket
Message-ID: <5CDF6A0B-9EB7-4122-9CBA-7EEA1485CD78@gmail.com>

We recently migrated from 3.8.8 to 4.0.5 and there are some great new features which everyone is happy with but...

Due to several long custom fields we have, the Basics section on the default Create a new ticket screen tends to go off the screen depending on user resolution. I looked at modifying Create.html to suit our needs, but was wondering if there was an easier way to go about it. Users have also asked about moving the date part to the main screen as well. 

Has anyone accomplished such a task and would like to share details?

Thanks in advance!!

Joe

Sent from my mobile device. 

From chrisherrmann7 at gmail.com  Thu Jul  5 08:30:43 2012
From: chrisherrmann7 at gmail.com (Chris Herrmann)
Date: Thu, 5 Jul 2012 22:30:43 +1000
Subject: [rt-users] can RT support this type of workflow
Message-ID: <CAE+JXUWk935R7N-pLFrsHw8DzXQsSd1dkhNNPz71xfLBw5-aEA@mail.gmail.com>

Hi all,

I'm currently considering RT for a client, but I'm not sure how to
implement the following type of workflow / scenario; any thoughts /
suggestions welcome (or if it's just flat out impossible or trying to
put a square peg in a round hole please tell me too). I'm very
familiar with RT3.8 series, but not 4 so not sure if some of these
things are easier to achieve in 4... (we would implement current
latest stable for them).

The client has several types of workflows. Most of these are based
around case management type workflows, and will work reasonably well
with an "out of the box" RT implementation. One case I can't work out
is:

- They want to store information about passes that have been issued to
customers for vendor X,Y,Z
- There are rules about how often, and how many passes may be issued
to a customer. For example a customer may not be issued more than 3
passes for vendor X in any 6 month period.
- They need to be able to report on how many passes have been issued:
to a customer; for vendor X

Maybe I could store this as custom fields, but I can only see custom
fields for queues and tickets. Maybe that's OK because a particular
"transaction" (real world transaction not RT transaction) would
involve entering the quantity of vouchers issued for Vendor X,Y,Z.
But... what type of custom field would be most appropriate for this?
And

The next thing is that we would need to rework the RT interface to
make it more customer centric rather than ticket centric. By this I
mean that when a case is opened the first thing they do is capture a
lot of information about the customer OR they are searching for a
customer by name, address etc etc. Looking at the dashboard I can't
see an easy way to do this - I think that we'd need to modify one or
several templates but I'm not sure where to start looking at for this,
so that the top panel for example was a search that returned RT users
and allowed them to modify the users, and then easily create a ticket
given a selected user.

Actually there are custom fields that are specific to a user and not
ticket or queue that we need, sorry just thought of some. If I look at
a user I can see a section for "custom fields" but no way of assigning
any...?

Thanks all,

Chris


From ruz at bestpractical.com  Thu Jul  5 08:37:55 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 5 Jul 2012 15:37:55 +0300
Subject: [rt-users] Change the place of title page name
In-Reply-To: <CAAZBCyvvpZCqcTx1ot83CS+jr7=2ZCpvoFe_GdMoyTLwDLVecQ@mail.gmail.com>
References: <CAAZBCyv8MPcicvhtUH6JRXWcpcZJrXOhsryaQ2J15iVXt+aj6w@mail.gmail.com>
	<CAAZBCyvvpZCqcTx1ot83CS+jr7=2ZCpvoFe_GdMoyTLwDLVecQ@mail.gmail.com>
Message-ID: <CAMOxC8uzdytWRMvDg6jR=r27Z9ZAsA-V8M4O3uFzPWvNPkLW-g@mail.gmail.com>

Tried the following javascript and it worked. You can test in java
script console of your browser. Use a callback in Header to put it on
RT pages.

jQuery('#header h1').prependTo('#body');

On Tue, Jul 3, 2012 at 11:33 AM, Jonathan Khattir
<jonathan.khattir at mobiquithings.net> wrote:
> I would like put the title in div=body define in /Element/PageLayout
>
> I don't know syntax, i read the masonbook but i don't understand.
>
> http://imageshack.us/photo/my-images/21/todayk.png/
>
>
> 2012/7/2 Jonathan Khattir <jonathan.khattir at mobiquithings.net>
>>
>> Hi, I would like to known how i can change the place of the title of
>> current page view.
>>
>> The variable is $Title, define in /Element/Header so i would like export
>> this variable or the div <div id="header"><h1><% $Title %></h1></div> to
>> display the page name in footer (/Element/Footer) for exemple.
>>
>> Thanks to help me :)
>>
>>
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Thu Jul  5 08:57:03 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 5 Jul 2012 15:57:03 +0300
Subject: [rt-users] Attachment extraction from DB
In-Reply-To: <CAL-P4jL=s4gyt_k0LcihjzX=Qju87siacxuMhV1rgoxquFopGw@mail.gmail.com>
References: <CAL-P4jKER=z2324-9Dan=As0i2JCtr5-PBMahiFrev9n1uOsJQ@mail.gmail.com>
	<1341265854-sup-1110@bestpractical.com>
	<CAL-P4jL=s4gyt_k0LcihjzX=Qju87siacxuMhV1rgoxquFopGw@mail.gmail.com>
Message-ID: <CAMOxC8tmvqmYXkP=wijmUuge=6gpW8+6Zbu+Wt1LbC6n_tkSXQ@mail.gmail.com>

On Tue, Jul 3, 2012 at 8:02 AM, ronald higgins <ronald.higgins at gmail.com> wrote:
> right clicking through 1.2 million tickets might cause some finger strain :)
>
> indeed, i meant a method to dump directly from mySQL to disk. i shall look
> into how to interact via the api then.

For mysql it's pretty much simple. Just dump whatever in Content column. I would
use Perl API rather than REST for this operation, but it's for you to decide.

>
> thanks
>
> On 2 Jul 2012 23:58, "Kevin Riggle" <kevinr at bestpractical.com> wrote:
>>
>> Excerpts from ronald higgins's message of Mon Jul 02 03:41:18 -0400 2012:
>> > Hi All,
>> >
>> > Has anyone ever had to extract files (docs,pdf's) out of the RT DB
>> > onto files on the filesystem? If so would you mind sharing how you
>> > went about it?
>>
>> To be terribly snarky, I went to the attachment I wanted in RT's web UI,
>> right-clicked on the link, and selected 'Save link as'.
>>
>> Look at lib/RT/Attachment.pm and the places it's used for how RT does
>> it, using the Perl API.  And that's mostly just taking the information
>> that running 'describe Attachments' in your favorite SQL DB will tell
>> you exists in the database and putting it in the right places.
>>
>> Best,
>> - KevinR



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Thu Jul  5 11:12:22 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 5 Jul 2012 18:12:22 +0300
Subject: [rt-users] Customize create new ticket
In-Reply-To: <5CDF6A0B-9EB7-4122-9CBA-7EEA1485CD78@gmail.com>
References: <5CDF6A0B-9EB7-4122-9CBA-7EEA1485CD78@gmail.com>
Message-ID: <CAMOxC8t-6eh4x3kfuMWdLbM9QQO_evYfCb0X2rfpz-AHie-Rew@mail.gmail.com>

Hi,

A screenshot would be nice.

On Thu, Jul 5, 2012 at 3:30 PM, Joe Harris <drey111 at gmail.com> wrote:
> We recently migrated from 3.8.8 to 4.0.5 and there are some great new features which everyone is happy with but...
>
> Due to several long custom fields we have, the Basics section on the default Create a new ticket screen tends to go off the screen depending on user resolution. I looked at modifying Create.html to suit our needs, but was wondering if there was an easier way to go about it. Users have also asked about moving the date part to the main screen as well.
>
> Has anyone accomplished such a task and would like to share details?
>
> Thanks in advance!!
>
> Joe
>
> Sent from my mobile device.



-- 
Best regards, Ruslan.


From drey111 at gmail.com  Thu Jul  5 11:14:56 2012
From: drey111 at gmail.com (Joe Harris)
Date: Thu, 5 Jul 2012 11:14:56 -0400
Subject: [rt-users] Customize create new ticket
In-Reply-To: <CAMOxC8t-6eh4x3kfuMWdLbM9QQO_evYfCb0X2rfpz-AHie-Rew@mail.gmail.com>
References: <5CDF6A0B-9EB7-4122-9CBA-7EEA1485CD78@gmail.com>
	<CAMOxC8t-6eh4x3kfuMWdLbM9QQO_evYfCb0X2rfpz-AHie-Rew@mail.gmail.com>
Message-ID: <C2A41020-3CF9-4D44-AFEB-1C617129AAC1@gmail.com>

Unfortunately due to contracts I don't think I can, but I'll see if I can craft one a redact what needs to be hidden. 

Sent from my mobile device. 

On Jul 5, 2012, at 11:12 AM, Ruslan Zakirov <ruz at bestpractical.com> wrote:

> Hi,
> 
> A screenshot would be nice.
> 
> On Thu, Jul 5, 2012 at 3:30 PM, Joe Harris <drey111 at gmail.com> wrote:
>> We recently migrated from 3.8.8 to 4.0.5 and there are some great new features which everyone is happy with but...
>> 
>> Due to several long custom fields we have, the Basics section on the default Create a new ticket screen tends to go off the screen depending on user resolution. I looked at modifying Create.html to suit our needs, but was wondering if there was an easier way to go about it. Users have also asked about moving the date part to the main screen as well.
>> 
>> Has anyone accomplished such a task and would like to share details?
>> 
>> Thanks in advance!!
>> 
>> Joe
>> 
>> Sent from my mobile device.
> 
> 
> 
> -- 
> Best regards, Ruslan.


From drey111 at gmail.com  Thu Jul  5 11:14:56 2012
From: drey111 at gmail.com (Joe Harris)
Date: Thu, 5 Jul 2012 11:14:56 -0400
Subject: [rt-users] Customize create new ticket
In-Reply-To: <CAMOxC8t-6eh4x3kfuMWdLbM9QQO_evYfCb0X2rfpz-AHie-Rew@mail.gmail.com>
References: <5CDF6A0B-9EB7-4122-9CBA-7EEA1485CD78@gmail.com>
	<CAMOxC8t-6eh4x3kfuMWdLbM9QQO_evYfCb0X2rfpz-AHie-Rew@mail.gmail.com>
Message-ID: <C2A41020-3CF9-4D44-AFEB-1C617129AAC1@gmail.com>

Unfortunately due to contracts I don't think I can, but I'll see if I can craft one a redact what needs to be hidden. 

Sent from my mobile device. 

On Jul 5, 2012, at 11:12 AM, Ruslan Zakirov <ruz at bestpractical.com> wrote:

> Hi,
> 
> A screenshot would be nice.
> 
> On Thu, Jul 5, 2012 at 3:30 PM, Joe Harris <drey111 at gmail.com> wrote:
>> We recently migrated from 3.8.8 to 4.0.5 and there are some great new features which everyone is happy with but...
>> 
>> Due to several long custom fields we have, the Basics section on the default Create a new ticket screen tends to go off the screen depending on user resolution. I looked at modifying Create.html to suit our needs, but was wondering if there was an easier way to go about it. Users have also asked about moving the date part to the main screen as well.
>> 
>> Has anyone accomplished such a task and would like to share details?
>> 
>> Thanks in advance!!
>> 
>> Joe
>> 
>> Sent from my mobile device.
> 
> 
> 
> -- 
> Best regards, Ruslan.


From jbmoles at gmail.com  Thu Jul  5 11:37:32 2012
From: jbmoles at gmail.com (Joseph Moles)
Date: Thu, 5 Jul 2012 10:37:32 -0500
Subject: [rt-users] Look for Existing ticket based on external RT Subject Tag
In-Reply-To: <CAPOoiC2is_QztxUS8XRoss7CVGcwBQDgRF84cPKLucpStVsCnA@mail.gmail.com>
References: <CAPOoiC2is_QztxUS8XRoss7CVGcwBQDgRF84cPKLucpStVsCnA@mail.gmail.com>
Message-ID: <CAPOoiC1Z72Wt44hOwaxaafiC7gXrRPwr+24F9Mc_TWt72hOaQw@mail.gmail.com>

I'm running RT 4, and we have a external service provider that has their
own RT system.  When they create a ticket to us, their RT sends the
notification to the email address associated with our RT.  The problem is
that their process is to send a notification on create, then send a message
immediately after with the details.  This generates two tickets in system.
 Has any one written or modified one of the scrips to look for an existing
ticket with the subject tag from an external RT system, before creating a
new ticket.  Basically implement the similar logic that is used for
internal subject tag, but basically same IF (Ticket with External Tag
Exists) -> Update Ticket; Else Create new ticket.

-- 
It is all fun and games till flying monkeys attack
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From ruz at bestpractical.com  Thu Jul  5 08:53:58 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 5 Jul 2012 15:53:58 +0300
Subject: [rt-users] RT Visual Interface Enhancements Enquiry
In-Reply-To: <CAPRr2Xy6c+satvTS6FvVyUUU7PqZGWNkQsZHFD8sJD3ojVBNYw@mail.gmail.com>
References: <CAPRr2XyimYxpkQ9ywNU8X3u964T6QCcm4HvvL_uxUPVyjOQ+4Q@mail.gmail.com>
	<B3A49A3A-731E-4DD0-9D04-45A85FA83083@boksa.de>
	<4FEDEF44.50203@bestpractical.com>
	<CAPRr2Xyb_PPL2wTSKU=d=PWF20LL9BM8Pgcqge+0COWpbhROWQ@mail.gmail.com>
	<CAMOxC8tLgPscHKgZCCNjX+D-wbWEj0fzHoauHZRAy58YGUqLCA@mail.gmail.com>
	<CAPRr2Xy6c+satvTS6FvVyUUU7PqZGWNkQsZHFD8sJD3ojVBNYw@mail.gmail.com>
Message-ID: <CAMOxC8v9rz=_aj7fki=FH_+00pN9QAPsN+0y4XUdqOLG75GdLA@mail.gmail.com>

On Tue, Jul 3, 2012 at 9:29 AM, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:
> I have already created dashboards with custom searches, but my problem lies
> with the fact that I cannot get the panels to lie alongside each other as
> per my example.  RT only allows two lists/charts panels next to each other.
> How do I overcome this?

With javascript:

jQuery('table.myrt td.boxcontainer >
div').detach().appendTo('table.myrt > tbody > tr').wrap('<td
class="boxcontainer" />');

Above is dirty variant, but at least it works in Chrome and
demonstrates how to start. There is a callback in Header file to put
any custom javascript on RT pages.

>
>
> On 2 July 2012 21:47, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>>
>> On Mon, Jul 2, 2012 at 12:42 PM, Nafiesa Allie <nafiesaa at kromco.co.za>
>> wrote:
>> > Great! So where do I start?  I have never fiddled with CSS or JS before,
>> > so
>> > it will be helpful if you could direct me to a relevant example.
>>
>> Start from Dashboards, custom searches and see how close you can get
>> to what you need.
>>
>>
>>
>> >
>> > On 29 June 2012 20:09, Thomas Sibley <trs at bestpractical.com> wrote:
>> >>
>> >> On 06/29/2012 10:57 AM, Benjamin Boksa wrote:
>> >> > I am sure this can be done using RT4 by writing a custom page - but I
>> >> > honestly do not know how?
>> >>
>> >> Learning the basics of how to create your own page in RT will probably
>> >> be faster and more efficient than trying to use the REST interface to
>> >> get all the data and interaction you want.
>> >>
>> >> You can probably do most of what you want with a standard dashboard and
>> >> a bunch of custom CSS and JS that targets it to rearrange as necessary.
>> >
>> >
>> >
>> >
>> > --
>> >
>> > Groete/Regards
>> >
>> > Nafiesa Allie
>> >
>> > Kromco (Pty) Ltd
>> >
>> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |
>> >
>> > *Important Notice: This e-mail may contain trade secrets or privileged,
>> > undisclosed, or otherwise confidential information.
>> >
>> > If you have received this e-mail in error, you are hereby notified that
>> > any
>> > review, copying, or distribution of it is strictly prohibited.
>> >
>> > Please inform us immediately and destroy the original transmittal. Thank
>> > you
>> > for your cooperation.
>> >
>> >
>>
>>
>>
>> --
>> Best regards, Ruslan.
>
>
>
>
> --
>
> Groete/Regards
>
> Nafiesa Allie
>
> Kromco (Pty) Ltd
>
> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |
>
> *Important Notice: This e-mail may contain trade secrets or privileged,
> undisclosed, or otherwise confidential information.
>
> If you have received this e-mail in error, you are hereby notified that any
> review, copying, or distribution of it is strictly prohibited.
>
> Please inform us immediately and destroy the original transmittal. Thank you
> for your cooperation.
>
>



-- 
Best regards, Ruslan.
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From drey111 at gmail.com  Thu Jul  5 12:12:10 2012
From: drey111 at gmail.com (Joe Harris)
Date: Thu, 5 Jul 2012 12:12:10 -0400
Subject: [rt-users] Customize create new ticket
In-Reply-To: <C2A41020-3CF9-4D44-AFEB-1C617129AAC1@gmail.com>
References: <5CDF6A0B-9EB7-4122-9CBA-7EEA1485CD78@gmail.com>
	<CAMOxC8t-6eh4x3kfuMWdLbM9QQO_evYfCb0X2rfpz-AHie-Rew@mail.gmail.com>
	<C2A41020-3CF9-4D44-AFEB-1C617129AAC1@gmail.com>
Message-ID: <CABoWt8RHr0u0bf96ox+rvD2X8r9Z_b1LvXec8yhOO77xB1zLdA@mail.gmail.com>

Attached screenshot.  The Client_Project custom field is a field we
pulled directly from our billing system to populate the custom field.
Users with lower resolutions the page looks like the attached.

On Thu, Jul 5, 2012 at 11:14 AM, Joe Harris <drey111 at gmail.com> wrote:
> Unfortunately due to contracts I don't think I can, but I'll see if I can craft one a redact what needs to be hidden.
>
> Sent from my mobile device.
>
> On Jul 5, 2012, at 11:12 AM, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>
>> Hi,
>>
>> A screenshot would be nice.
>>
>> On Thu, Jul 5, 2012 at 3:30 PM, Joe Harris <drey111 at gmail.com> wrote:
>>> We recently migrated from 3.8.8 to 4.0.5 and there are some great new features which everyone is happy with but...
>>>
>>> Due to several long custom fields we have, the Basics section on the default Create a new ticket screen tends to go off the screen depending on user resolution. I looked at modifying Create.html to suit our needs, but was wondering if there was an easier way to go about it. Users have also asked about moving the date part to the main screen as well.
>>>
>>> Has anyone accomplished such a task and would like to share details?
>>>
>>> Thanks in advance!!
>>>
>>> Joe
>>>
>>> Sent from my mobile device.
>>
>>
>>
>> --
>> Best regards, Ruslan.
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From zevlio at gmail.com  Thu Jul  5 08:22:44 2012
From: zevlio at gmail.com (vlio)
Date: Thu, 05 Jul 2012 14:22:44 +0200
Subject: [rt-users] strip CommandByMail commands from body
Message-ID: <4FF58714.7090809@gmail.com>

Hi All,

I installed RT 4.05 along with the CommandByMail extension and all seems 
to be working fine so far.
Now I would like to remove the commands used by this extension (like 
"status: open") from the body of the e-mail that is actually sent by RT 
after parsing and handling them.

As I am no Perl guru, would someone have or be able to devise the 
magical lines that will allow me to modify the message before sending? I 
guess this must take place into TakeAction.pm but I am not sure how to 
modify the Entity object in a persistent way.

Thanks a lot,
vlio


From kenn.crocker at gmail.com  Thu Jul  5 13:32:13 2012
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Thu, 5 Jul 2012 10:32:13 -0700
Subject: [rt-users] can RT support this type of workflow
In-Reply-To: <CAE+JXUWk935R7N-pLFrsHw8DzXQsSd1dkhNNPz71xfLBw5-aEA@mail.gmail.com>
References: <CAE+JXUWk935R7N-pLFrsHw8DzXQsSd1dkhNNPz71xfLBw5-aEA@mail.gmail.com>
Message-ID: <CAOtpkahU2nZbg+geHt+7ViRMkf-ZqpM3mnGi1oNYdocv-MFMUQ@mail.gmail.com>

Chris,

I see no reason why this wouldn't work on RT 3.X or 4.x.

The Custom Fields could easily be Global, that way they could be seen
whenever a ticket is moved from one Queue to another Queue.

I'd create CF's for all the Customer info and to keep the display screen
clean, grant SeeCustomField only to groups of users that would need to see
that info, not just everybody.

I'd create a set of CF's for each Vendor. For Vendor X; Count, Last Date
Issued. Vendor Y; Count, Last Date Issued. This would enable you to chack
on if a pass was issued in the last 6 months, the total count, etc for each
Vendor. Again, to keep the Display Screen more usable, try to grant
permissions at the group level. you can control who sees what when they
look at a screen more easily and therefore not everyone sees a cluttered
display screen. If you have a group defined for sets of users with the same
access/process needs, this will help with future maintenance as well.

Dashboards/home page can be set up to display certain searches at the top
and in a certain order. Set up a search by user and put that search at the
top of the home page.

I hope this helps. If you need more info, let me know.

Kenn

On Thu, Jul 5, 2012 at 5:30 AM, Chris Herrmann <chrisherrmann7 at gmail.com>wrote:

> Hi all,
>
> I'm currently considering RT for a client, but I'm not sure how to
> implement the following type of workflow / scenario; any thoughts /
> suggestions welcome (or if it's just flat out impossible or trying to
> put a square peg in a round hole please tell me too). I'm very
> familiar with RT3.8 series, but not 4 so not sure if some of these
> things are easier to achieve in 4... (we would implement current
> latest stable for them).
>
> The client has several types of workflows. Most of these are based
> around case management type workflows, and will work reasonably well
> with an "out of the box" RT implementation. One case I can't work out
> is:
>
> - They want to store information about passes that have been issued to
> customers for vendor X,Y,Z
> - There are rules about how often, and how many passes may be issued
> to a customer. For example a customer may not be issued more than 3
> passes for vendor X in any 6 month period.
> - They need to be able to report on how many passes have been issued:
> to a customer; for vendor X
>
> Maybe I could store this as custom fields, but I can only see custom
> fields for queues and tickets. Maybe that's OK because a particular
> "transaction" (real world transaction not RT transaction) would
> involve entering the quantity of vouchers issued for Vendor X,Y,Z.
> But... what type of custom field would be most appropriate for this?
> And
>
> The next thing is that we would need to rework the RT interface to
> make it more customer centric rather than ticket centric. By this I
> mean that when a case is opened the first thing they do is capture a
> lot of information about the customer OR they are searching for a
> customer by name, address etc etc. Looking at the dashboard I can't
> see an easy way to do this - I think that we'd need to modify one or
> several templates but I'm not sure where to start looking at for this,
> so that the top panel for example was a search that returned RT users
> and allowed them to modify the users, and then easily create a ticket
> given a selected user.
>
> Actually there are custom fields that are specific to a user and not
> ticket or queue that we need, sorry just thought of some. If I look at
> a user I can see a section for "custom fields" but no way of assigning
> any...?
>
> Thanks all,
>
> Chris
>
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From kenn.crocker at gmail.com  Thu Jul  5 16:21:56 2012
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Thu, 5 Jul 2012 13:21:56 -0700
Subject: [rt-users] Scrip compile issue
In-Reply-To: <D0F688A8-BC79-4ACE-B6E6-CE24DBCF84E9@gmail.com>
References: <D0F688A8-BC79-4ACE-B6E6-CE24DBCF84E9@gmail.com>
Message-ID: <CAOtpkagnA_48HSBq7ThHJaTjWQyU3Lra8RLH2bJhsifwkJuXtg@mail.gmail.com>

Mike,

Replaces the Requestor? How? In what manner? If you just want the Requestor
to have a different title or name then use the language translator. There
is an array in it that lets you replace certain items when they are
displayed.

Kenn

On Tue, Jul 3, 2012 at 8:02 PM, Michael Coakley <mike.coakley at gmail.com>wrote:

> I'm trying to write a Scrip that replaces the Requestor. When I try to
> save this Scrip I get a compilation error.
>
> Here is my Scrip:
>
> my %addressSubstitutions = (
>                 "ex1\@example\.com" => "ex1location\@example\.com",
>                 "ex2\@example\.com" => "ex2location\@example\.com"
>                 );
>
> my $newRequestorAddr = "";
>
> my $requestorAddr = $self->TicketObj->RequestorAddresses;
> $RT::Logger->debug("All Queues: Requestor Email Address = $requestorAddr");
>
> foreach $testAddress (keys(%addressSubstitutions)) {
>                 if ($requestorAddr =~ /$testAddress/i) {
>                                 $newRequestorAddr =
> $addressSubstitutions{$testAddress};
>                                 break;
>                 }
> }
>
> my ($status, $msg) = $self->TicketObj->DeleteWatcher(Type => 'Requestor',
> Email => $requestorAddr);
> unless ($status) {
>                 $RT::Logger->error("All Queues : Unable to Remove the
> requestor $requestorAddr : $msg");
>                 return undef;
> }
>
> my ($status, $msg) = $self->TicketObj->AddWatcher(Type => 'Requestor',
> Email => $newRequestorAddr);
> unless ($status) {
>                 $RT::Logger->error("All Queues : Unable to Add the
> requestor $newRequestorAddr : $msg");
>                 return undef;
> }
>
> return 1;
>
> Here is the error:
>
> Couldn't compile CustomCommitCode codeblock ?{Scrip}': Compilation error
> at /usr/lib/perl5/site_perl/5.14.2/Log/Dispatch/Output.pm line 39. Stack:
> [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch/Output.pm:39]
> [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:192]
> [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:145]
> [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:123] [(eval 1261):44]
> [/opt/rt4/share/html/Admin/Elements/EditScrip:155]
> [/opt/rt4/share/html/Admin/Global/Scrip.html:51]
> [/opt/rt4/share/html/Admin/autohandler:49]
> [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:548]
> [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:295]
> [/opt/rt4/share/html/autohandler:53]
>
> Thanks,
>
> Mike
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From mike.coakley at gmail.com  Thu Jul  5 16:29:13 2012
From: mike.coakley at gmail.com (Michael Coakley)
Date: Thu, 5 Jul 2012 16:29:13 -0400
Subject: [rt-users] Scrip compile issue
In-Reply-To: <CAOtpkagnA_48HSBq7ThHJaTjWQyU3Lra8RLH2bJhsifwkJuXtg@mail.gmail.com>
References: <D0F688A8-BC79-4ACE-B6E6-CE24DBCF84E9@gmail.com>
	<CAOtpkagnA_48HSBq7ThHJaTjWQyU3Lra8RLH2bJhsifwkJuXtg@mail.gmail.com>
Message-ID: <FBC6595C-8121-487F-88D3-C943B0B4A4FB@gmail.com>

Kenn,

Basically I have scanners that email scanned applications to the RT system. If the reply goes back to the scanner email address it gets dumped. So I need the reply to go back to the group that scanned the application. That is why I built the replacement routine.

It works fine at the command line, excluding the RT parts for testing. But when I save it in the RT web ui I get the error below. 

Thanks,

Mike

Sent from my iPhone

On Jul 5, 2012, at 4:21 PM, Kenneth Crocker <kenn.crocker at gmail.com> wrote:

> Mike,
> 
> Replaces the Requestor? How? In what manner? If you just want the Requestor to have a different title or name then use the language translator. There is an array in it that lets you replace certain items when they are displayed.
> 
> Kenn
> 
> On Tue, Jul 3, 2012 at 8:02 PM, Michael Coakley <mike.coakley at gmail.com> wrote:
> I'm trying to write a Scrip that replaces the Requestor. When I try to save this Scrip I get a compilation error.
> 
> Here is my Scrip:
> 
> my %addressSubstitutions = (
>                 "ex1\@example\.com" => "ex1location\@example\.com",
>                 "ex2\@example\.com" => "ex2location\@example\.com"
>                 );
> 
> my $newRequestorAddr = "";
> 
> my $requestorAddr = $self->TicketObj->RequestorAddresses;
> $RT::Logger->debug("All Queues: Requestor Email Address = $requestorAddr");
> 
> foreach $testAddress (keys(%addressSubstitutions)) {
>                 if ($requestorAddr =~ /$testAddress/i) {
>                                 $newRequestorAddr = $addressSubstitutions{$testAddress};
>                                 break;
>                 }
> }
> 
> my ($status, $msg) = $self->TicketObj->DeleteWatcher(Type => 'Requestor', Email => $requestorAddr);
> unless ($status) {
>                 $RT::Logger->error("All Queues : Unable to Remove the requestor $requestorAddr : $msg");
>                 return undef;
> }
> 
> my ($status, $msg) = $self->TicketObj->AddWatcher(Type => 'Requestor', Email => $newRequestorAddr);
> unless ($status) {
>                 $RT::Logger->error("All Queues : Unable to Add the requestor $newRequestorAddr : $msg");
>                 return undef;
> }
> 
> return 1;
> 
> Here is the error:
> 
> Couldn't compile CustomCommitCode codeblock ?{Scrip}': Compilation error at /usr/lib/perl5/site_perl/5.14.2/Log/Dispatch/Output.pm line 39. Stack: [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch/Output.pm:39] [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:192] [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:145] [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:123] [(eval 1261):44] [/opt/rt4/share/html/Admin/Elements/EditScrip:155] [/opt/rt4/share/html/Admin/Global/Scrip.html:51] [/opt/rt4/share/html/Admin/autohandler:49] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:548] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:295] [/opt/rt4/share/html/autohandler:53]
> 
> Thanks,
> 
> Mike
> 
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From jvdwege at xs4all.nl  Thu Jul  5 17:12:28 2012
From: jvdwege at xs4all.nl (Joop)
Date: Thu, 05 Jul 2012 23:12:28 +0200
Subject: [rt-users] Installing and Configuring Asset Tracker in RT
In-Reply-To: <20120705124223.6b1ea369@meiler.aschendorff.de>
References: <8CF273DD126E126-2A10-4160F@webmail-d130.sysops.aol.com>
	<20120705124223.6b1ea369@meiler.aschendorff.de>
Message-ID: <4FF6033C.6020305@xs4all.nl>

Carlos Becker wrote:
> Next I tried debian testing and installing from source
>
> 	wget http://download.bestpractical.com/pub//rt/release/rt-4.0.6.tar.gz
> 	git clone https://github.com/chakatodd/rt-extension-assettracker
>
> basically installation went fine, but again I am getting display problems with the rt start page.
> What I see in the front page is the text:
>
> <LABEL ACCESSKEY="9"> <SELECT NAME ="Type" onchange="document.CreateAssetOfType.submit()" class="select-assettype"> </SELECT> </LABEL>
> and 
>
> Here is a Screenshot: http://files.muellers.ms/rt4-assettracker.png 
>
> I guess this is an CSS issue or rt-extension-assettracker is not (yet) compatible to rt4 ?
>   
I had the same problem when by accident the RT machine was upgraded ;-(
I thought it had todo with some package being upgraded but it turned out 
it was RT itself. If you look at the asset component responsible for 
that text then you'll see the it uses scomp and in combination with a 
security hole that has been plugged in RT it is causing that problem.
The l component in RT exists in a safe and unsafe version and nowadays 
it tries to escape html entities correctly but causes problems when you 
use scomp. Haven't figured out how to rewrite the assettracker component 
if you do please let me (us) know.

Greetings,

Joop



From falcone at bestpractical.com  Thu Jul  5 18:56:33 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 5 Jul 2012 18:56:33 -0400
Subject: [rt-users] Customize create new ticket
In-Reply-To: <CABoWt8RHr0u0bf96ox+rvD2X8r9Z_b1LvXec8yhOO77xB1zLdA@mail.gmail.com>
References: <5CDF6A0B-9EB7-4122-9CBA-7EEA1485CD78@gmail.com>
	<CAMOxC8t-6eh4x3kfuMWdLbM9QQO_evYfCb0X2rfpz-AHie-Rew@mail.gmail.com>
	<C2A41020-3CF9-4D44-AFEB-1C617129AAC1@gmail.com>
	<CABoWt8RHr0u0bf96ox+rvD2X8r9Z_b1LvXec8yhOO77xB1zLdA@mail.gmail.com>
Message-ID: <20120705225633.GH42259@jibsheet.com>

On Thu, Jul 05, 2012 at 12:12:10PM -0400, Joe Harris wrote:
> Attached screenshot.  The Client_Project custom field is a field we
> pulled directly from our billing system to populate the custom field.
> Users with lower resolutions the page looks like the attached.

Does that get any better if you use a Render Type if Dropdown rather
than the old value of Select Box?

-kevin

> On Thu, Jul 5, 2012 at 11:14 AM, Joe Harris <drey111 at gmail.com> wrote:
> > Unfortunately due to contracts I don't think I can, but I'll see if I can craft one a redact what needs to be hidden.
> >
> > Sent from my mobile device.
> >
> > On Jul 5, 2012, at 11:12 AM, Ruslan Zakirov <ruz at bestpractical.com> wrote:
> >
> >> Hi,
> >>
> >> A screenshot would be nice.
> >>
> >> On Thu, Jul 5, 2012 at 3:30 PM, Joe Harris <drey111 at gmail.com> wrote:
> >>> We recently migrated from 3.8.8 to 4.0.5 and there are some great new features which everyone is happy with but...
> >>>
> >>> Due to several long custom fields we have, the Basics section on the default Create a new ticket screen tends to go off the screen depending on user resolution. I looked at modifying Create.html to suit our needs, but was wondering if there was an easier way to go about it. Users have also asked about moving the date part to the main screen as well.
> >>>
> >>> Has anyone accomplished such a task and would like to share details?
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From trs at bestpractical.com  Thu Jul  5 19:19:49 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 05 Jul 2012 16:19:49 -0700
Subject: [rt-users] Customize create new ticket
In-Reply-To: <CABoWt8RHr0u0bf96ox+rvD2X8r9Z_b1LvXec8yhOO77xB1zLdA@mail.gmail.com>
References: <5CDF6A0B-9EB7-4122-9CBA-7EEA1485CD78@gmail.com>
	<CAMOxC8t-6eh4x3kfuMWdLbM9QQO_evYfCb0X2rfpz-AHie-Rew@mail.gmail.com>
	<C2A41020-3CF9-4D44-AFEB-1C617129AAC1@gmail.com>
	<CABoWt8RHr0u0bf96ox+rvD2X8r9Z_b1LvXec8yhOO77xB1zLdA@mail.gmail.com>
Message-ID: <4FF62115.1090806@bestpractical.com>

On 07/05/2012 09:12 AM, Joe Harris wrote:
> Attached screenshot.  The Client_Project custom field is a field we
> pulled directly from our billing system to populate the custom field.
> Users with lower resolutions the page looks like the attached.

You could use a small snippet of custom CSS to fix a width on those
fields, avoiding the overhang.


From falcone at bestpractical.com  Thu Jul  5 19:34:50 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 5 Jul 2012 19:34:50 -0400
Subject: [rt-users] Scrip compile issue
In-Reply-To: <D0F688A8-BC79-4ACE-B6E6-CE24DBCF84E9@gmail.com>
References: <D0F688A8-BC79-4ACE-B6E6-CE24DBCF84E9@gmail.com>
Message-ID: <20120705233450.GI42259@jibsheet.com>

On Tue, Jul 03, 2012 at 11:02:55PM -0400, Michael Coakley wrote:
> I'm trying to write a Scrip that replaces the Requestor. When I try to save this Scrip I get a compilation error. 

I'm not sure break; is really what you mean.  Try last;  It's highly
perl version dependent and RT doesn't declare any of the new perl
features because we still run on 5.8.

-kevin

> Here is my Scrip:
> 
> my %addressSubstitutions = (
>                 "ex1\@example\.com" => "ex1location\@example\.com",
>                 "ex2\@example\.com" => "ex2location\@example\.com"
>                 );
>  
> my $newRequestorAddr = "";
>  
> my $requestorAddr = $self->TicketObj->RequestorAddresses;
> $RT::Logger->debug("All Queues: Requestor Email Address = $requestorAddr");
>  
> foreach $testAddress (keys(%addressSubstitutions)) {
>                 if ($requestorAddr =~ /$testAddress/i) {
>                                 $newRequestorAddr = $addressSubstitutions{$testAddress};
>                                 break;
>                 }
> }             
>  
> my ($status, $msg) = $self->TicketObj->DeleteWatcher(Type => 'Requestor', Email => $requestorAddr);
> unless ($status) {
>                 $RT::Logger->error("All Queues : Unable to Remove the requestor $requestorAddr : $msg");
>                 return undef;
> }
>  
> my ($status, $msg) = $self->TicketObj->AddWatcher(Type => 'Requestor', Email => $newRequestorAddr);
> unless ($status) {
>                 $RT::Logger->error("All Queues : Unable to Add the requestor $newRequestorAddr : $msg");
>                 return undef;
> }
>  
> return 1;
> 
> Here is the error:
> 
> Couldn't compile CustomCommitCode codeblock ?{Scrip}': Compilation error at /usr/lib/perl5/site_perl/5.14.2/Log/Dispatch/Output.pm line 39. Stack: [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch/Output.pm:39] [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:192] [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:145] [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:123] [(eval 1261):44] [/opt/rt4/share/html/Admin/Elements/EditScrip:155] [/opt/rt4/share/html/Admin/Global/Scrip.html:51] [/opt/rt4/share/html/Admin/autohandler:49] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:548] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:295] [/opt/rt4/share/html/autohandler:53]
>  
> Thanks,
> 
> Mike
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From falcone at bestpractical.com  Thu Jul  5 19:42:52 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 5 Jul 2012 19:42:52 -0400
Subject: [rt-users] Installing and Configuring Asset Tracker in RT
In-Reply-To: <20120705124223.6b1ea369@meiler.aschendorff.de>
References: <8CF273DD126E126-2A10-4160F@webmail-d130.sysops.aol.com>
	<20120705124223.6b1ea369@meiler.aschendorff.de>
Message-ID: <20120705234252.GJ42259@jibsheet.com>

On Thu, Jul 05, 2012 at 12:42:23PM +0200, Carlos Becker wrote:
> I installed the debian rt4 packages on Debian stable 6.x squeeze.
> Unfortunately squeeze does not provide rt4 and assettracker packages
> so I use the packages that are available in debian testing (using apt pinning).
> 
> After some tweaks (there were issues with the mysql schema about TYPE=InnoDB which now must be ENGINE=InnoDB)

If debian is shipping rt4 packages with TYPE=InnoDB that's a bug. RT has
shipped ENGINE since 4.0.0 and fixed it in 3.8 with 3.8.11.

> basically installation went fine, but again I am getting display problems with the rt start page.
> What I see in the front page is the text:
> 
> <LABEL ACCESSKEY="9"> <SELECT NAME ="Type" onchange="document.CreateAssetOfType.submit()" class="select-assettype"> </SELECT> </LABEL>
> and 

Looks like Asset Tracker is pushing HTML into localized strings which
is something we've discouraged for a long time and disabled in 4.0.6
because of the massive security holes in the approach. The Asset
Tracker authors can convert to using l_unsafe but need to make sure
they're not just introducing security holes.  Best Practical doesn't
work on Asset Tracker, so you probably want to contact the AT team
directly.

-kevin
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From kenn.crocker at gmail.com  Fri Jul  6 02:10:10 2012
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Thu, 5 Jul 2012 23:10:10 -0700
Subject: [rt-users] Scrip compile issue
In-Reply-To: <FBC6595C-8121-487F-88D3-C943B0B4A4FB@gmail.com>
References: <D0F688A8-BC79-4ACE-B6E6-CE24DBCF84E9@gmail.com>
	<CAOtpkagnA_48HSBq7ThHJaTjWQyU3Lra8RLH2bJhsifwkJuXtg@mail.gmail.com>
	<FBC6595C-8121-487F-88D3-C943B0B4A4FB@gmail.com>
Message-ID: <CAOtpkainWYh_h=J75BYVLPYU79frNAjhgrZyywkEOc+YViVhvA@mail.gmail.com>

Mike,

If you can define that user, why not modify the email address to show the
group address you want it to go to. That way the "Reply to Requestor" will
work the way you want and you won't need the code?

Kenn

On Thu, Jul 5, 2012 at 1:29 PM, Michael Coakley <mike.coakley at gmail.com>wrote:

> Kenn,
>
> Basically I have scanners that email scanned applications to the RT
> system. If the reply goes back to the scanner email address it gets dumped.
> So I need the reply to go back to the group that scanned the application.
> That is why I built the replacement routine.
>
> It works fine at the command line, excluding the RT parts for testing. But
> when I save it in the RT web ui I get the error below.
>
> Thanks,
>
> Mike
>
> Sent from my iPhone
>
> On Jul 5, 2012, at 4:21 PM, Kenneth Crocker <kenn.crocker at gmail.com>
> wrote:
>
> Mike,
>
> Replaces the Requestor? How? In what manner? If you just want the
> Requestor to have a different title or name then use the language
> translator. There is an array in it that lets you replace certain items
> when they are displayed.
>
> Kenn
>
> On Tue, Jul 3, 2012 at 8:02 PM, Michael Coakley <mike.coakley at gmail.com>wrote:
>
>> I'm trying to write a Scrip that replaces the Requestor. When I try to
>> save this Scrip I get a compilation error.
>>
>> Here is my Scrip:
>>
>> my %addressSubstitutions = (
>>                 "ex1\@example\.com" => "ex1location\@example\.com",
>>                 "ex2\@example\.com" => "ex2location\@example\.com"
>>                 );
>>
>> my $newRequestorAddr = "";
>>
>> my $requestorAddr = $self->TicketObj->RequestorAddresses;
>> $RT::Logger->debug("All Queues: Requestor Email Address =
>> $requestorAddr");
>>
>> foreach $testAddress (keys(%addressSubstitutions)) {
>>                 if ($requestorAddr =~ /$testAddress/i) {
>>                                 $newRequestorAddr =
>> $addressSubstitutions{$testAddress};
>>                                 break;
>>                 }
>> }
>>
>> my ($status, $msg) = $self->TicketObj->DeleteWatcher(Type => 'Requestor',
>> Email => $requestorAddr);
>> unless ($status) {
>>                 $RT::Logger->error("All Queues : Unable to Remove the
>> requestor $requestorAddr : $msg");
>>                 return undef;
>> }
>>
>> my ($status, $msg) = $self->TicketObj->AddWatcher(Type => 'Requestor',
>> Email => $newRequestorAddr);
>> unless ($status) {
>>                 $RT::Logger->error("All Queues : Unable to Add the
>> requestor $newRequestorAddr : $msg");
>>                 return undef;
>> }
>>
>> return 1;
>>
>> Here is the error:
>>
>> Couldn't compile CustomCommitCode codeblock ?{Scrip}': Compilation error
>> at /usr/lib/perl5/site_perl/5.14.2/Log/Dispatch/Output.pm line 39. Stack:
>> [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch/Output.pm:39]
>> [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:192]
>> [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:145]
>> [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:123] [(eval 1261):44]
>> [/opt/rt4/share/html/Admin/Elements/EditScrip:155]
>> [/opt/rt4/share/html/Admin/Global/Scrip.html:51]
>> [/opt/rt4/share/html/Admin/autohandler:49]
>> [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:548]
>> [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:295]
>> [/opt/rt4/share/html/autohandler:53]
>>
>> Thanks,
>>
>> Mike
>
>
>
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From mike.coakley at gmail.com  Fri Jul  6 03:11:43 2012
From: mike.coakley at gmail.com (Mike Coakley)
Date: Fri, 6 Jul 2012 03:11:43 -0400
Subject: [rt-users] Scrip compile issue
In-Reply-To: <CAOtpkainWYh_h=J75BYVLPYU79frNAjhgrZyywkEOc+YViVhvA@mail.gmail.com>
References: <D0F688A8-BC79-4ACE-B6E6-CE24DBCF84E9@gmail.com>
	<CAOtpkagnA_48HSBq7ThHJaTjWQyU3Lra8RLH2bJhsifwkJuXtg@mail.gmail.com>
	<FBC6595C-8121-487F-88D3-C943B0B4A4FB@gmail.com>
	<CAOtpkainWYh_h=J75BYVLPYU79frNAjhgrZyywkEOc+YViVhvA@mail.gmail.com>
Message-ID: <-6266805614599493358@unknownmsgid>

Kenn,

Actually after I sent the message I did actually think of the best answer
for 95% of the cases; that is to simply add the address to the distribution
list. But that other 5% we are actually determining the Requestor address
based upon the queue it is going to. (Didn't show that in the code because
I didn't write it yet so it wasn't relevant to the error.) While your
answer would also satisfy the 95% I don't think it addresses the 5% like my
solution.

I'm going to try Kevin's solution tomorrow and report back.

Mike

On Jul 6, 2012, at 2:10 AM, Kenneth Crocker <kenn.crocker at gmail.com> wrote:

Mike,

If you can define that user, why not modify the email address to show the
group address you want it to go to. That way the "Reply to Requestor" will
work the way you want and you won't need the code?

Kenn

On Thu, Jul 5, 2012 at 1:29 PM, Michael Coakley <mike.coakley at gmail.com>wrote:

> Kenn,
>
> Basically I have scanners that email scanned applications to the RT
> system. If the reply goes back to the scanner email address it gets dumped.
> So I need the reply to go back to the group that scanned the application.
> That is why I built the replacement routine.
>
> It works fine at the command line, excluding the RT parts for testing. But
> when I save it in the RT web ui I get the error below.
>
> Thanks,
>
> Mike
>
> Sent from my iPhone
>
> On Jul 5, 2012, at 4:21 PM, Kenneth Crocker <kenn.crocker at gmail.com>
> wrote:
>
> Mike,
>
> Replaces the Requestor? How? In what manner? If you just want the
> Requestor to have a different title or name then use the language
> translator. There is an array in it that lets you replace certain items
> when they are displayed.
>
> Kenn
>
> On Tue, Jul 3, 2012 at 8:02 PM, Michael Coakley <mike.coakley at gmail.com>wrote:
>
>> I'm trying to write a Scrip that replaces the Requestor. When I try to
>> save this Scrip I get a compilation error.
>>
>> Here is my Scrip:
>>
>> my %addressSubstitutions = (
>>                 "ex1\@example\.com" => "ex1location\@example\.com",
>>                 "ex2\@example\.com" => "ex2location\@example\.com"
>>                 );
>>
>> my $newRequestorAddr = "";
>>
>> my $requestorAddr = $self->TicketObj->RequestorAddresses;
>> $RT::Logger->debug("All Queues: Requestor Email Address =
>> $requestorAddr");
>>
>> foreach $testAddress (keys(%addressSubstitutions)) {
>>                 if ($requestorAddr =~ /$testAddress/i) {
>>                                 $newRequestorAddr =
>> $addressSubstitutions{$testAddress};
>>                                 break;
>>                 }
>> }
>>
>> my ($status, $msg) = $self->TicketObj->DeleteWatcher(Type => 'Requestor',
>> Email => $requestorAddr);
>> unless ($status) {
>>                 $RT::Logger->error("All Queues : Unable to Remove the
>> requestor $requestorAddr : $msg");
>>                 return undef;
>> }
>>
>> my ($status, $msg) = $self->TicketObj->AddWatcher(Type => 'Requestor',
>> Email => $newRequestorAddr);
>> unless ($status) {
>>                 $RT::Logger->error("All Queues : Unable to Add the
>> requestor $newRequestorAddr : $msg");
>>                 return undef;
>> }
>>
>> return 1;
>>
>> Here is the error:
>>
>> Couldn't compile CustomCommitCode codeblock ?{Scrip}': Compilation error
>> at /usr/lib/perl5/site_perl/5.14.2/Log/Dispatch/Output.pm line 39. Stack:
>> [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch/Output.pm:39]
>> [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:192]
>> [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:145]
>> [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:123] [(eval 1261):44]
>> [/opt/rt4/share/html/Admin/Elements/EditScrip:155]
>> [/opt/rt4/share/html/Admin/Global/Scrip.html:51]
>> [/opt/rt4/share/html/Admin/autohandler:49]
>> [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:548]
>> [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:295]
>> [/opt/rt4/share/html/autohandler:53]
>>
>> Thanks,
>>
>> Mike
>
>
>
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From howard.jones at network-i.net  Fri Jul  6 06:15:43 2012
From: howard.jones at network-i.net (Howard Jones)
Date: Fri, 06 Jul 2012 11:15:43 +0100
Subject: [rt-users] Look for Existing ticket based on external RT
 Subject Tag
In-Reply-To: <CAPOoiC1Z72Wt44hOwaxaafiC7gXrRPwr+24F9Mc_TWt72hOaQw@mail.gmail.com>
References: <CAPOoiC2is_QztxUS8XRoss7CVGcwBQDgRF84cPKLucpStVsCnA@mail.gmail.com>
	<CAPOoiC1Z72Wt44hOwaxaafiC7gXrRPwr+24F9Mc_TWt72hOaQw@mail.gmail.com>
Message-ID: <4FF6BACF.8030406@network-i.net>

On 05/07/2012 16:37, Joseph Moles wrote:
> I'm running RT 4, and we have a external service provider that has
> their own RT system.  When they create a ticket to us, their RT sends
> the notification to the email address associated with our RT.  The
> problem is that their process is to send a notification on create,
> then send a message immediately after with the details.  This
> generates two tickets in system.  Has any one written or modified one
> of the scrips to look for an existing ticket with the subject tag from
> an external RT system, before creating a new ticket.  Basically
> implement the similar logic that is used for internal subject tag, but
> basically same IF (Ticket with External Tag Exists) -> Update Ticket;
> Else Create new ticket. 
>
Here's something we used to use to do this - it does create the second
ticket, but then immediately merges it into the first one. I think I got
it from elsewhere originally (which is why it mention Nagios in the
comments). It looks for certain subject line patterns, then finds
existing tickets with a matching subject line - in this case, it's
Smokeping alerts, which tend to come in flurries.

Combine with something to suppress auto-replies to mail from your
supplier's RT system :-)

Scrip Condition: On Create
Action: User Defined
Template: Blank

Action Prep Code:

1;

Action Code:

# If the subject of the ticket matches a pattern suggesting
# that this is a SmokePing Alert message  AND there is
# an existing ticket (open or new) in the "General" queue with a matching
# Subject, (that is not this ticket) merge this ticket into that ticket

my $problem_desc = undef;

my $Transaction = $self->TransactionObj;
my $subject = $Transaction->Attachments->First->GetHeader('Subject');
if ($subject =~ /\[SmokeAlert\](.*)/) {
    # This looks like a SmokeAlert message
    $problem_desc = $2;

    $RT::Logger->debug("Found a smokealert msg: $problem_desc");
} else {
    return 1;
}

# Ok, now let's merge this ticket with it's PROBLEM msg.
my $search = RT::Tickets->new($RT::SystemUser);
$search->LimitQueue(VALUE => 'General');
$search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR =>
'or');
$search->LimitStatus(VALUE => 'open', OPERATOR => '=');

if ($search->Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $search->Next) {
    # Ignore the ticket that opened this transation (the recovery one...)
    next if $self->TicketObj->Id == $ticket->Id;
    # Look for nagios PROBLEM warning messages...
    if ( $ticket->Subject eq $subject) {
            $id = $ticket->Id;
            $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id
. " into $id because of subject match.");
            $self->TicketObj->MergeInto($id);
    }
}

$id || return 1;

1;




> -- 
> It is all fun and games till flying monkeys attack
Ain't that the truth :-)

-- 
Howard Jones UK Datacentre NOC Team Virtustream, Inc. 227 Berwick Avenue
| Slough | Berkshire | SL1 4QT Office: +44 (0) 208.230.2105 | Fax: +44
(0) 208.230.2101 howard.jones at virtustream.com | www.virtustream.com


From ruz at bestpractical.com  Fri Jul  6 08:17:42 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 6 Jul 2012 15:17:42 +0300
Subject: [rt-users] Look for Existing ticket based on external RT
	Subject Tag
In-Reply-To: <CAPOoiC1Z72Wt44hOwaxaafiC7gXrRPwr+24F9Mc_TWt72hOaQw@mail.gmail.com>
References: <CAPOoiC2is_QztxUS8XRoss7CVGcwBQDgRF84cPKLucpStVsCnA@mail.gmail.com>
	<CAPOoiC1Z72Wt44hOwaxaafiC7gXrRPwr+24F9Mc_TWt72hOaQw@mail.gmail.com>
Message-ID: <CAMOxC8uhj7Oihiib+wCpaa9tsOpABw-Gd7GogUcDUMk+owpR0A@mail.gmail.com>

On Thu, Jul 5, 2012 at 6:37 PM, Joseph Moles <jbmoles at gmail.com> wrote:
> I'm running RT 4, and we have a external service provider that has their own
> RT system.  When they create a ticket to us, their RT sends the notification
> to the email address associated with our RT.  The problem is that their
> process is to send a notification on create, then send a message immediately
> after with the details.  This generates two tickets in system.  Has any one
> written or modified one of the scrips to look for an existing ticket with
> the subject tag from an external RT system, before creating a new ticket.
> Basically implement the similar logic that is used for internal subject tag,
> but basically same IF (Ticket with External Tag Exists) -> Update Ticket;
> Else Create new ticket.


You need to configure/code extracting other system's tag into CF or Attribute.
RT comes with a scrip to do it, but I don't know how suitable that is for your
case. RT extracts ticket id in one place in lib/RT/Interface/Email.pm function
ParseTicketId. This is the right place to implement any other association
based on anything you like. First argument of the function is Subject and
may be it's the only one, but you can always find all places where it's called
and add whole message object as the second argument.



> --
> It is all fun and games till flying monkeys attack



-- 
Best regards, Ruslan.


From jonathan.khattir at mobiquithings.net  Fri Jul  6 10:59:54 2012
From: jonathan.khattir at mobiquithings.net (Jonathan Khattir)
Date: Fri, 6 Jul 2012 16:59:54 +0200
Subject: [rt-users] Change the place of title page name
In-Reply-To: <CAAZBCyv8MPcicvhtUH6JRXWcpcZJrXOhsryaQ2J15iVXt+aj6w@mail.gmail.com>
References: <CAAZBCyv8MPcicvhtUH6JRXWcpcZJrXOhsryaQ2J15iVXt+aj6w@mail.gmail.com>
Message-ID: <CAAZBCyt3zfcBQ=Afx90oW9cs8Vx+qypH+rv=C2Hn4sUgB3UZxg@mail.gmail.com>

Ok I tried your js script in the browser console, It's worked great :) but
i don't understand when you say " Use a callback in Header to put it on RT
pages. "

Could you give me a exemple please ?




>
>
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From ruz at bestpractical.com  Fri Jul  6 11:05:18 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 6 Jul 2012 18:05:18 +0300
Subject: [rt-users] Change the place of title page name
In-Reply-To: <CAAZBCyt3zfcBQ=Afx90oW9cs8Vx+qypH+rv=C2Hn4sUgB3UZxg@mail.gmail.com>
References: <CAAZBCyv8MPcicvhtUH6JRXWcpcZJrXOhsryaQ2J15iVXt+aj6w@mail.gmail.com>
	<CAAZBCyt3zfcBQ=Afx90oW9cs8Vx+qypH+rv=C2Hn4sUgB3UZxg@mail.gmail.com>
Message-ID: <CAMOxC8uQyTTKghsT9VqgtY5_5gd3xDtjYPYZ0GCFAEDfz_ep0w@mail.gmail.com>

On Fri, Jul 6, 2012 at 5:59 PM, Jonathan Khattir
<jonathan.khattir at mobiquithings.net> wrote:
> Ok I tried your js script in the browser console, It's worked great :) but i
> don't understand when you say " Use a callback in Header to put it on RT
> pages. "
>
> Could you give me a exemple please ?
>

Have you tried googling or wiki? Try rt callback in google, first three titles:

CustomizingWithCallbacks - Request Tracker Wiki
CleanlyCustomizeRT - Request Tracker Wiki
Using Callbacks in RT | runPCrun - IT Support for London



>
>
>>
>>
>



-- 
Best regards, Ruslan.


From jonathan.khattir at mobiquithings.net  Fri Jul  6 11:28:21 2012
From: jonathan.khattir at mobiquithings.net (Jonathan Khattir)
Date: Fri, 6 Jul 2012 17:28:21 +0200
Subject: [rt-users] Change the place of title page name
In-Reply-To: <CAAZBCyv8MPcicvhtUH6JRXWcpcZJrXOhsryaQ2J15iVXt+aj6w@mail.gmail.com>
References: <CAAZBCyv8MPcicvhtUH6JRXWcpcZJrXOhsryaQ2J15iVXt+aj6w@mail.gmail.com>
Message-ID: <CAAZBCytn=C4DAAVv7OXGdB6cDxhtw5qxjGj=qfhwjgCHYF24xw@mail.gmail.com>

Yes, i know that is a callbaks, but i don't know use callbacks with
javascripts. I create a title.js in /NoAuth/title.js and in the
/Elements/Header i add " <script type="text/javascript"
src="<%RT->Config->Get('WebPath')%>/NoAuth/js/Title.js"></script>" but that
don't work.

2012/7/2 Jonathan Khattir <jonathan.khattir at mobiquithings.net>

> Hi, I would like to known how i can change the place of the title of
> current page view.
>
> The variable is $Title, define in /Element/Header so i would like export
> this variable or the div <div id="header"><h1><% $Title %></h1></div> to
> display the page name in footer (/Element/Footer) for exemple.
>
> Thanks to help me :)
>
>
>
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From ruz at bestpractical.com  Fri Jul  6 11:50:59 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 6 Jul 2012 18:50:59 +0300
Subject: [rt-users] Change the place of title page name
In-Reply-To: <CAAZBCytn=C4DAAVv7OXGdB6cDxhtw5qxjGj=qfhwjgCHYF24xw@mail.gmail.com>
References: <CAAZBCyv8MPcicvhtUH6JRXWcpcZJrXOhsryaQ2J15iVXt+aj6w@mail.gmail.com>
	<CAAZBCytn=C4DAAVv7OXGdB6cDxhtw5qxjGj=qfhwjgCHYF24xw@mail.gmail.com>
Message-ID: <CAMOxC8vDU6OutTeqmRjiB4Y96jLEKGV=WBLUAzZmT0=uo2Qmig@mail.gmail.com>

On Fri, Jul 6, 2012 at 6:28 PM, Jonathan Khattir
<jonathan.khattir at mobiquithings.net> wrote:
> /NoAuth/js/Title.js
in one place you say Title in other title. Case matters. Have you
tried to open the URL of java script file in the browser? Have you
cleared mason cache?


-- 
Best regards, Ruslan.


From jonathan.khattir at mobiquithings.net  Fri Jul  6 12:02:22 2012
From: jonathan.khattir at mobiquithings.net (Jonathan Khattir)
Date: Fri, 6 Jul 2012 18:02:22 +0200
Subject: [rt-users] Change the place of title page name
In-Reply-To: <CAAZBCyv8MPcicvhtUH6JRXWcpcZJrXOhsryaQ2J15iVXt+aj6w@mail.gmail.com>
References: <CAAZBCyv8MPcicvhtUH6JRXWcpcZJrXOhsryaQ2J15iVXt+aj6w@mail.gmail.com>
Message-ID: <CAAZBCytBbUCfzu4qYPT4NYsQANAOz7AYGf7CnPqNbLmWF07OMA@mail.gmail.com>

I wrote Title in both file, and when i open
"192.168.2.11/NoAuth/js/Tile.jsin my browser i can see jQuery('#header
h1').prependTo('#body');

2012/7/2 Jonathan Khattir <jonathan.khattir at mobiquithings.net>

> Hi, I would like to known how i can change the place of the title of
> current page view.
>
> The variable is $Title, define in /Element/Header so i would like export
> this variable or the div <div id="header"><h1><% $Title %></h1></div> to
> display the page name in footer (/Element/Footer) for exemple.
>
> Thanks to help me :)
>
>
>
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From jonathan.khattir at mobiquithings.net  Fri Jul  6 12:03:35 2012
From: jonathan.khattir at mobiquithings.net (Jonathan Khattir)
Date: Fri, 6 Jul 2012 18:03:35 +0200
Subject: [rt-users] Change the place of title page name
In-Reply-To: <CAAZBCyv8MPcicvhtUH6JRXWcpcZJrXOhsryaQ2J15iVXt+aj6w@mail.gmail.com>
References: <CAAZBCyv8MPcicvhtUH6JRXWcpcZJrXOhsryaQ2J15iVXt+aj6w@mail.gmail.com>
Message-ID: <CAAZBCysCSLG-w-WR8-Zbkibb3Rb8OO2EGGKtcf8NxQFUwd1Wfw@mail.gmail.com>

And y  clear cache every time that i do a change.

2012/7/2 Jonathan Khattir <jonathan.khattir at mobiquithings.net>

> Hi, I would like to known how i can change the place of the title of
> current page view.
>
> The variable is $Title, define in /Element/Header so i would like export
> this variable or the div <div id="header"><h1><% $Title %></h1></div> to
> display the page name in footer (/Element/Footer) for exemple.
>
> Thanks to help me :)
>
>
>
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From donald.gourley at gmail.com  Sat Jul  7 15:23:33 2012
From: donald.gourley at gmail.com (Don Gourley)
Date: Sat, 7 Jul 2012 15:23:33 -0400
Subject: [rt-users] searchable archive of rt-users?
Message-ID: <CABPWEL_28W-5HYwpJtFmmdYr+Vw+WO_zQgiVqHvo8HV9QqMj3A@mail.gmail.com>

Is there a searchable archive of this mailing list anywhere?

Thanks, Don


From eduade.2001 at gmail.com  Sun Jul  8 09:21:37 2012
From: eduade.2001 at gmail.com (Etuate Cocker)
Date: Mon, 9 Jul 2012 01:21:37 +1200
Subject: [rt-users] report on external custom field value
Message-ID: <CAJJ5gsUCXrrKiWzy_bfWBWM3ydjJKxd5BUVX98T8kYyNNvZk9A@mail.gmail.com>

Hi All, Is there a way to report on values on a custom field that retrieves
data from an external DB?.

Regards

Etuate Cocker
Freelance CMS Developer
Skype number +(61)280-147294 ext 881
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From me at payam124.com  Sun Jul  8 10:03:48 2012
From: me at payam124.com (Payam Poursaied)
Date: Sun, 8 Jul 2012 18:33:48 +0430
Subject: [rt-users] Time Calculation in Search Queries
Message-ID: <0eda01cd5d12$7f2b48b0$7d81da10$@payam124.com>

Hi all

One of my colleagues intended to get daily updates on tickets which has been
not updated for past 12 hours.

I wrote a perl script and used REST interface. Then parse the output and
based on the results, email him.

 

The web URL is something like below which I substitute date with current
date-time minus 12 hours

 

http://ticket/rt/REST/1.0/search/ticket?query=Queue = 'NOC-Voice' AND (
Status = 'new' OR Status = 'open' OR Status = 'stalled' ) AND LastUpdated <
'2012-6-8 16:51'

 

another way came to my mind but I could not completely implement it due to
time calculation. In the second way, I intended to create a search and put
it into dashboard and subscribe to that dashboard to have it each day in the
mailbox. The problem which I could  not figure it out, is how to do date
calculation in search query, i.e. something like "LastUpdated <= NOW() - 12
hours"

 

is there any mechanism like this at all? 

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From al.scotto at reply.it  Sun Jul  8 16:04:41 2012
From: al.scotto at reply.it (Scotto Alberto)
Date: Sun, 8 Jul 2012 20:04:41 +0000
Subject: [rt-users] R:  Time Calculation in Search Queries
In-Reply-To: <0eda01cd5d12$7f2b48b0$7d81da10$@payam124.com>
References: <0eda01cd5d12$7f2b48b0$7d81da10$@payam124.com>
Message-ID: <C8B8517ADA90DB40A482797D59EB83895FAD221D@CED01MBXS08.replynet.prv>

LastUpdated <= '12 hours ago'

http://requesttracker.wikia.com/wiki/TicketSQL#Date_Syntax


Regards





Alberto Scotto

[Blue]
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.scotto at reply.it
www.reply.it


________________________________
Inizio: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] per conto di Payam Poursaied [me at payam124.com]
Inviato: domenica 8 luglio 2012 16.03
Fine: rt-users at lists.bestpractical.com
Oggetto: [rt-users] Time Calculation in Search Queries

Hi all
One of my colleagues intended to get daily updates on tickets which has been not updated for past 12 hours.
I wrote a perl script and used REST interface. Then parse the output and based on the results, email him.

The web URL is something like below which I substitute date with current date-time minus 12 hours

http://ticket/rt/REST/1.0/search/ticket?query=Queue = 'NOC-Voice' AND (  Status = 'new' OR Status = 'open? OR Status = 'stalled' ) AND LastUpdated < '2012-6-8 16:51'

another way came to my mind but I could not completely implement it due to time calculation. In the second way, I intended to create a search and put it into dashboard and subscribe to that dashboard to have it each day in the mailbox. The problem which I could  not figure it out, is how to do date calculation in search query, i.e. something like ?LastUpdated <= NOW() ? 12 hours?

is there any mechanism like this at all?

________________________________

--
The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.
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From natxo.asenjo at gmail.com  Mon Jul  9 04:08:57 2012
From: natxo.asenjo at gmail.com (Natxo Asenjo)
Date: Mon, 9 Jul 2012 10:08:57 +0200
Subject: [rt-users] database authentication (as in RT_SiteConfig.pm)
 using a kerberos principal
In-Reply-To: <CAMOxC8uJTV+eoOj1R2EXOwLBotSf2d0GojT3v7OHw_j_++VBJQ@mail.gmail.com>
References: <CAHBEJzXQ3M7G0D2qR9b9SfKYmzkFaeeGdDf7UktpEnJFSeuvAw@mail.gmail.com>
	<20120625143233.GL1070@jibsheet.com>
	<CAHBEJzWsOw2DNUt_akBZUuNbDHGdGThf5n+3W-DpkAFuPz68kQ@mail.gmail.com>
	<CAMOxC8uJTV+eoOj1R2EXOwLBotSf2d0GojT3v7OHw_j_++VBJQ@mail.gmail.com>
Message-ID: <CAHBEJzUZn4Lmij-_t-nywBeeB+Q+u70TKaKhH8cQTDzfCvztYA@mail.gmail.com>

hi,

a bit late response.

This works! I had to make the kerberos credentials cache file apache
readable as well, and it works.

Thanks for the tip. Another password bites the dust :-)

-- 
groet,
natxo

On Wed, Jun 27, 2012 at 11:04 PM, Ruslan Zakirov <ruz at bestpractical.com>wrote:

> Hi,
>
> Looks like you have to configure DatabaseHost, DatabaseUser and
> DatabasePassword properly and KRB5CCNAME environment variable. As I
> recall we cleanup ENV somewhere. Try putting it directly in
> ConnectToDatabase function in RT.pm.
>
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From zevlio at gmail.com  Mon Jul  9 06:17:56 2012
From: zevlio at gmail.com (vlio)
Date: Mon, 09 Jul 2012 12:17:56 +0200
Subject: [rt-users] strip CommandByMail commands from body
In-Reply-To: <4FF58714.7090809@gmail.com>
References: <4FF58714.7090809@gmail.com>
Message-ID: <4FFAAFD4.5050406@gmail.com>

Hello,

No idea from anyone? Is this the right place to ask, or should I send 
this on another list maybe ?

Thanks,
vlio

____________

[05/07/2012 - 14:22] vlio  :

> Hi All,
>
> I installed RT 4.05 along with the CommandByMail extension and all seems
> to be working fine so far.
> Now I would like to remove the commands used by this extension (like
> "status: open") from the body of the e-mail that is actually sent by RT
> after parsing and handling them.
>
> As I am no Perl guru, would someone have or be able to devise the
> magical lines that will allow me to modify the message before sending? I
> guess this must take place into TakeAction.pm but I am not sure how to
> modify the Entity object in a persistent way.
>
> Thanks a lot,
> vlio
>




From ruz at bestpractical.com  Mon Jul  9 07:45:17 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 9 Jul 2012 14:45:17 +0300
Subject: [rt-users] report on external custom field value
In-Reply-To: <CAJJ5gsUCXrrKiWzy_bfWBWM3ydjJKxd5BUVX98T8kYyNNvZk9A@mail.gmail.com>
References: <CAJJ5gsUCXrrKiWzy_bfWBWM3ydjJKxd5BUVX98T8kYyNNvZk9A@mail.gmail.com>
Message-ID: <CAMOxC8vffRgRwUBisib3yQyUCYcdeTsePVDWaCmt6wDrZJZa+g@mail.gmail.com>

On Sun, Jul 8, 2012 at 4:21 PM, Etuate Cocker <eduade.2001 at gmail.com> wrote:
> Hi All, Is there a way to report on values on a custom field that retrieves
> data from an external DB?.

Take a look at CustomFieldValuesSources in RT_Config.pm. Is it what you need?

>
> Regards
>
> Etuate Cocker
> Freelance CMS Developer
> Skype number +(61)280-147294 ext 881
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Mon Jul  9 07:47:32 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 9 Jul 2012 14:47:32 +0300
Subject: [rt-users] searchable archive of rt-users?
In-Reply-To: <CABPWEL_28W-5HYwpJtFmmdYr+Vw+WO_zQgiVqHvo8HV9QqMj3A@mail.gmail.com>
References: <CABPWEL_28W-5HYwpJtFmmdYr+Vw+WO_zQgiVqHvo8HV9QqMj3A@mail.gmail.com>
Message-ID: <CAMOxC8vCbmXXybrcxtVJUBFTz8j=QbYJkXxPBPLL1XDR+KSCmg@mail.gmail.com>

On Sat, Jul 7, 2012 at 10:23 PM, Don Gourley <donald.gourley at gmail.com> wrote:
> Is there a searchable archive of this mailing list anywhere?

http://requesttracker.wikia.com/wiki/MailingListArchives
I like gossamer's.

>
> Thanks, Don



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Mon Jul  9 07:53:46 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 9 Jul 2012 14:53:46 +0300
Subject: [rt-users] strip CommandByMail commands from body
In-Reply-To: <4FFAAFD4.5050406@gmail.com>
References: <4FF58714.7090809@gmail.com>
	<4FFAAFD4.5050406@gmail.com>
Message-ID: <CAMOxC8t2-KKuMykRqAJsr7gripM_6V+adOWhWUeYdpWt3Vnx=A@mail.gmail.com>

On Mon, Jul 9, 2012 at 1:17 PM, vlio <zevlio at gmail.com> wrote:
> Hello,
>
> No idea from anyone? Is this the right place to ask, or should I send this
> on another list maybe ?

I think there was a patch in rt.cpan.org


> Thanks,
> vlio
>
> ____________
>
> [05/07/2012 - 14:22] vlio  :
>
>
>> Hi All,
>>
>> I installed RT 4.05 along with the CommandByMail extension and all seems
>> to be working fine so far.
>> Now I would like to remove the commands used by this extension (like
>> "status: open") from the body of the e-mail that is actually sent by RT
>> after parsing and handling them.
>>
>> As I am no Perl guru, would someone have or be able to devise the
>> magical lines that will allow me to modify the message before sending? I
>> guess this must take place into TakeAction.pm but I am not sure how to
>> modify the Entity object in a persistent way.
>>
>> Thanks a lot,
>> vlio
>>
>
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Mon Jul  9 08:25:35 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 9 Jul 2012 15:25:35 +0300
Subject: [rt-users] [SLA] Custom (and very imperfect) solution for
 parking stalled tickets
In-Reply-To: <1340087979.2893.14.camel@rmwysocki>
References: <C8B8517ADA90DB40A482797D59EB83895FACC032@CED01MBXS08.replynet.prv>
	<CAMOxC8vsMikS3Otbi7gk=Q2yxJ3J4bq-NTBWe1j2AKG9TAj=Yw@mail.gmail.com>
	<C8B8517ADA90DB40A482797D59EB83895FACC7FF@CED01MBXS08.replynet.prv>
	<C8B8517ADA90DB40A482797D59EB83895FACC820@CED01MBXS08.replynet.prv>
	<CAMOxC8sK58wvii30mkqUAwENzYOe3VT2P5Tm6x-p9yuSvxXLNw@mail.gmail.com>
	<1339397156.14578.6.camel@rmwysocki>
	<CAMOxC8uU63ZKC7rq9prch0YrVLCGdwyzZ2ekNKnAxAwSiqjyLQ@mail.gmail.com>
	<1340087979.2893.14.camel@rmwysocki>
Message-ID: <CAMOxC8vFR12Mwp5vDqyAHNwAjpJPMadGL3zW-5jH+0i0A7PshQ@mail.gmail.com>

Hi,

We've implemented something that is simple and should work in most
common cases. You can try it from our repository. Note that it needs a
DB upgrade.

https://github.com/bestpractical/rt-extension-sla

On Tue, Jun 19, 2012 at 9:39 AM, Robert Wysocki
<robert.wysocki at contium.pl> wrote:
> Dnia 2012-06-12, wto o godzinie 18:24 +0400, Ruslan Zakirov pisze:
>>
>> Sorry. Didn't notice that.
>>
>> I'm not sure why you need additional data storage.
>
> Additional storage in form of CF's in my solution is merely a product of
> the lack of time. I needed it to work and the simplest way was then for
> me to code it like this.
> Now I see some other options; I belive that if I move the scrip-part of
> the code to module code I won't have the need for additional storage any
> more.
>
>> I see putting Due
>> date on hold in the following way:
>>
>> 1) When status is changed from initial/active to some that marked as
>> "on hold", we just unset Due date. We can not keep old value in the
>> Due field as it will mess sorting of tickets.
>>
>> 2) When status is changed from "on hold" to any active, we
>> re-calculate Due date.
>
> That sounds good.
>
>> Re-calculation is hard to make sane. RT out of the box opens tickets
>> on replies, so reply and activation from "on hold" events match.
>
> In our case we decided that in the event of re-activating ticket after
> it was parked for some time we change it's status to "open". So we
> really don't care about what other scrips do to tickets' status - our
> logic goes the other way.
>
>> This
>> case is very simple, we treat it as any other reply.
>
> We shoudn't change status to "open" if reply wasn't from one of the
> requestors - ticket should stay parked.
>
>> It becomes questionable when people disable "auto open" on some
>> replies. There are several interesting timelines that may happen:
>>
>> 1) reply ... on hold ... no replies ... activation
>> 2) reply ... on hold ... reply(ies) ... activation
>>
>> In first case due date can be calculated from reply plus time ticket
>> was on hold. Second case is harder and I'm still not sure how to treat
>> it.
>
> In our logic there's no place for ticket activation when there was no
> reply from one of the requestors.
> In other words if someone will activate a parked ticket "by hand"
> recalculation won't happen.
>
> Best regards,
>
> --
> Robert Wysocki
> administrator system?w linuksowych
> Contium S.A., http://www.contium.pl
>
>



-- 
Best regards, Ruslan.


From mdinatale at hamdenpd.com  Mon Jul  9 11:54:22 2012
From: mdinatale at hamdenpd.com (Mario DiNatale)
Date: Mon, 9 Jul 2012 15:54:22 +0000
Subject: [rt-users] Assistance w/ LDAP Logins
References: <mailman.2005.1341601578.4522.rt-users@lists.bestpractical.com> 
Message-ID: <6FB2044FB5B76742B683FCDA6CB6041D0349027D@hpd-exc1.HAMDENPS.local>

Think I'm close, but could use some help from some experts... I have $LogtoScreen set to 'debug', but it doesn't appear to Be giving me any additional information than it was before...

Local login works fine, but the ldap logins keep getting rejected With incorrect password. Here is the relevant portion of my
config:
Set( $ExternalAuthPriority, ['My_LDAP'] ); Set( $ExternalInfoPriority, ['My_LDAP'] ); Set( $ExternalServiceUsesSSLorTLS, 0 ); Set( $AutoCreateNonExternalUsers, 0 ); Set( $ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'dc1.XXX.local', 'rt_ldap_username' => 'cn=rt,ou=Users,dc=XXX,dc=local', 'rt_ldap_password' => 'ldap', 'base' => 'dc=XXX,dc=local', '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 ],
'attr_match_list' => [ 'Name','EmailAddress' ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName'  
} } }, );

And here is the tail of my apache log:
[Fri Jul  6 18:59:26 2012] [info]: Successful login for root from 10.5.10.52 (/usr/local/libdata/perl5/site_perl/RT/Interface/Web.pm:660)
[Fri Jul  6 18:59:36 2012] [error]: FAILED LOGIN for testuser from 10.5.10.52 (/usr/local/libdata/perl5/site_perl/RT/Interface/Web.pm:655)

Any idea how else I could perhaps get more detailed logging of where the Credentials are falling down atleast?

Thanks in advance,
-m

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From mdinatale at hamdenpd.com  Mon Jul  9 11:56:28 2012
From: mdinatale at hamdenpd.com (Mario DiNatale)
Date: Mon, 9 Jul 2012 15:56:28 +0000
Subject: [rt-users] FW: Assistance w/ LDAP Logins
References: <mailman.2005.1341601578.4522.rt-users@lists.bestpractical.com>  
Message-ID: <6FB2044FB5B76742B683FCDA6CB6041D034902B1@hpd-exc1.HAMDENPS.local>

Think I'm close, but could use some help from some experts... I have $LogtoScreen set to 'debug', but it doesn't appear to Be giving me any additional information than it was before...

Local login works fine, but the ldap logins keep getting rejected With incorrect password. Here is the relevant portion of my
config:
Set( $ExternalAuthPriority, ['My_LDAP'] ); Set( $ExternalInfoPriority, ['My_LDAP'] ); Set( $ExternalServiceUsesSSLorTLS, 0 ); Set( $AutoCreateNonExternalUsers, 0 ); Set( $ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'dc1.XXX.local', 'rt_ldap_username' => 'cn=rt,ou=Users,dc=XXX,dc=local', 'rt_ldap_password' => 'ldap', 'base' => 'dc=XXX,dc=local', '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 ],
'attr_match_list' => [ 'Name','EmailAddress' ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName'  
} } }, );

And here is the tail of my apache log:
[Fri Jul  6 18:59:26 2012] [info]: Successful login for root from 10.5.10.52 (/usr/local/libdata/perl5/site_perl/RT/Interface/Web.pm:660)
[Fri Jul  6 18:59:36 2012] [error]: FAILED LOGIN for testuser from 10.5.10.52 (/usr/local/libdata/perl5/site_perl/RT/Interface/Web.pm:655)

Any idea how else I could perhaps get more detailed logging of where the Credentials are falling down atleast?

Thanks in advance,
-m

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From gsieb at efashionsolutions.com  Mon Jul  9 12:31:45 2012
From: gsieb at efashionsolutions.com (Glenn E. Sieb)
Date: Mon, 09 Jul 2012 12:31:45 -0400
Subject: [rt-users] Assistance w/ LDAP Logins
In-Reply-To: <6FB2044FB5B76742B683FCDA6CB6041D0349027D@hpd-exc1.HAMDENPS.local>
References: <mailman.2005.1341601578.4522.rt-users@lists.bestpractical.com>
	<6FB2044FB5B76742B683FCDA6CB6041D0349027D@hpd-exc1.HAMDENPS.local>
Message-ID: <4FFB0771.2020900@efashionsolutions.com>

On 07/09/2012 11:54 AM, Mario DiNatale wrote:
> Think I'm close, but could use some help from some experts... I have $LogtoScreen set to 'debug', but it doesn't appear to Be giving me any additional information than it was before...
>
> Local login works fine, but the ldap logins keep getting rejected With incorrect password. Here is the relevant portion of my
> config:
> Set( $ExternalAuthPriority, ['My_LDAP'] ); Set( $ExternalInfoPriority, ['My_LDAP'] ); Set( $ExternalServiceUsesSSLorTLS, 0 ); Set( $AutoCreateNonExternalUsers, 0 ); Set( $ExternalSettings, { 'My_LDAP' =>  { 'type' =>  'ldap', 'server' =>  'dc1.XXX.local', 'rt_ldap_username' =>  'cn=rt,ou=Users,dc=XXX,dc=local', 'rt_ldap_password' =>  'ldap', 'base' =>  'dc=XXX,dc=local', '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 ],
> 'attr_match_list' =>  [ 'Name','EmailAddress' ], 'attr_map' =>  { 'Name' =>  'sAMAccountName', 'EmailAddress' =>  'mail', 'RealName' =>  'cn', 'ExternalAuthId' =>  'sAMAccountName', 'Gecos' =>  'sAMAccountName'
> } } }, );
>
>

Hey Mario! I have just recently set up 4.0.x with LDAP, perhaps this 
will help?

Set( $ExternalAuthPriority, ['WORK_LDAP']);
Set( $ExternalServiceUsesSSLorTLS, 0);
Set( $AutoCreateNonExternalUsers, 1);
Set( $ExternalInfoPriority,  ['WORK_LDAP']);
Set( $ExternalSettings,      {'WORK_LDAP'       =>  {
                 'type'                      =>  'ldap',
                 'server'                   =>  'dc01.work.com',
                 'port'                      => '389',
                 'user'                      => 'user at work.com',
                 'pass'                      => 'pAs5w0Rdy3a4r1g4t',
                 'base'                     =>  'dc=work,dc=com',
                 'filter'                      =>  '(objectClass=*)',
                 'd_filter'                  =>  
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
                 'net_ldap_args'       => [    version =>  3  ],
                 'attr_match_list'      => [    'Name', 'EmailAddress' ],
                 'attr_map'               =>  {
                 'Name'                    => 'sAMAccountName',
                 'EmailAddress'        => 'mail',
                 'RealName'             => 'cn',
                 'ExternalAuthId'      => 'sAMAccountName',
                 'Gecos'                    => 'sAMAccountName',
                 'WorkPhone'            => 'telephoneNumber',
                 }
                                                     },
                 });

Hope this helps you out..
Best,
--Glenn

-- 
Glenn E. Sieb
System Administrator
+1 201 809-4958

eFashionSolutions
80 Enterprise Avenue South
Secaucus, NJ 07094



From proth at cnsny.net  Mon Jul  9 13:34:13 2012
From: proth at cnsny.net (Paul Roth)
Date: Mon, 9 Jul 2012 13:34:13 -0400
Subject: [rt-users] Can RT be installed on a server with cPanel and Centos
	5.8?
Message-ID: <046101cd5df9$0e3a6400$2aaf2c00$@net>

I'm running Centos 5.8 and cPanel for a dozen domains, I would like to
install RT in the same server. are there any problems in doing this?  I
started the install and I see it's being installed what seems like outside
of cPanel.  If it has to be on its own server, how do I uninstall RT?

 

I appreciate the help.

 

Thanks,

Paul

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From gsieb at efashionsolutions.com  Mon Jul  9 14:22:38 2012
From: gsieb at efashionsolutions.com (Glenn E. Sieb)
Date: Mon, 09 Jul 2012 14:22:38 -0400
Subject: [rt-users] Assistance w/ LDAP Logins
In-Reply-To: <6FB2044FB5B76742B683FCDA6CB6041D03490333@hpd-exc1.HAMDENPS.local>
References: <mailman.2005.1341601578.4522.rt-users@lists.bestpractical.com>
	<6FB2044FB5B76742B683FCDA6CB6041D0349027D@hpd-exc1.HAMDENPS.local>
	<4FFB0771.2020900@efashionsolutions.com>
	<6FB2044FB5B76742B683FCDA6CB6041D03490333@hpd-exc1.HAMDENPS.local>
Message-ID: <4FFB216E.3050702@efashionsolutions.com>

On 07/09/2012 01:15 PM, Mario DiNatale wrote:
> Wow yeah, thanks glen! That actually helped out tremendously!
> I just converted:
> 'rt_ldap_username' =>  'cn=rt,ou=Users,dc=hamdenps,dc=local',
> 'rt_ldap_password' =>  'ldap',
>
> To
>
> 'user' =>  'rt at hamdenps.local',
> 'pass' =>  'ldap',
>
> And that fixed it... which is strange because it looks like the newest
> documentation/examples given seem to want to use rt_ldap prefixes
> for some reason... but all is well, its working perfectly.
> Thanks again gentlemen
>

w00T! Glad to hear it, Mario!

Best,
--Glenn

-- 
Glenn E. Sieb
System Administrator
+1 201 809-4958

eFashionSolutions
80 Enterprise Avenue South
Secaucus, NJ 07094



From shannon_adams68 at yahoo.com  Mon Jul  9 16:36:52 2012
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Mon, 9 Jul 2012 13:36:52 -0700 (PDT)
Subject: [rt-users] (no subject)
Message-ID: <1341866212.20164.YahooMailNeo@web122505.mail.ne1.yahoo.com>

http://buysellbuy.info/wp-admin/love.php?present219.jpeg
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From eduade.2001 at gmail.com  Mon Jul  9 22:20:57 2012
From: eduade.2001 at gmail.com (Etuate Cocker)
Date: Tue, 10 Jul 2012 02:20:57 +0000
Subject: [rt-users] Fwd:  report on external custom field value
In-Reply-To: <CAJJ5gsVUWRcoSuGRb1QXV_NMJiyAA1MgG1JP1pruGmxFFQe=gw@mail.gmail.com>
References: <CAJJ5gsUCXrrKiWzy_bfWBWM3ydjJKxd5BUVX98T8kYyNNvZk9A@mail.gmail.com>
	<CAMOxC8vffRgRwUBisib3yQyUCYcdeTsePVDWaCmt6wDrZJZa+g@mail.gmail.com>
	<CAJJ5gsVUWRcoSuGRb1QXV_NMJiyAA1MgG1JP1pruGmxFFQe=gw@mail.gmail.com>
Message-ID: <CAJJ5gsXzhW4AomY+A=zHManiuA7=kGygm_kz7xS4+54PR+pq3g@mail.gmail.com>

Hi Ruslan, I have used this variable to create my external custom field in
RT_Site..pm. What I wanted is to retrieve value selected by a user from
tickets and have it displayed in activity reports. Any idea would be
greatly appreciated.

Thanks


Etuate Cocker
Freelance CMS Developer
Skype number +(61)280-147294 ext 881



On Mon, Jul 9, 2012 at 11:45 PM, Ruslan Zakirov <ruz at bestpractical.com>wrote:

> On Sun, Jul 8, 2012 at 4:21 PM, Etuate Cocker <eduade.2001 at gmail.com>
> wrote:
> > Hi All, Is there a way to report on values on a custom field that
> retrieves
> > data from an external DB?.
>
> Take a look at CustomFieldValuesSources in RT_Config.pm. Is it what you
> need?
>
> >
> > Regards
> >
> > Etuate Cocker
> > Freelance CMS Developer
> > Skype number +(61)280-147294 ext 881
> >
>
>
>
> --
> Best regards, Ruslan.
>
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From falcone at bestpractical.com  Mon Jul  9 22:40:34 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 9 Jul 2012 22:40:34 -0400
Subject: [rt-users] Assistance w/ LDAP Logins
In-Reply-To: <4FFB216E.3050702@efashionsolutions.com>
References: <mailman.2005.1341601578.4522.rt-users@lists.bestpractical.com>
	<6FB2044FB5B76742B683FCDA6CB6041D0349027D@hpd-exc1.HAMDENPS.local>
	<4FFB0771.2020900@efashionsolutions.com>
	<6FB2044FB5B76742B683FCDA6CB6041D03490333@hpd-exc1.HAMDENPS.local>
	<4FFB216E.3050702@efashionsolutions.com>
Message-ID: <20120710024034.GA1064@jibsheet.com>

On Mon, Jul 09, 2012 at 02:22:38PM -0400, Glenn E. Sieb wrote:
> On 07/09/2012 01:15 PM, Mario DiNatale wrote:
> >Wow yeah, thanks glen! That actually helped out tremendously!
> >I just converted:
> >'rt_ldap_username' =>  'cn=rt,ou=Users,dc=hamdenps,dc=local',
> >'rt_ldap_password' =>  'ldap',
> >
> >To
> >
> >'user' =>  'rt at hamdenps.local',
> >'pass' =>  'ldap',
> >
> >And that fixed it... which is strange because it looks like the newest
> >documentation/examples given seem to want to use rt_ldap prefixes
> >for some reason... but all is well, its working perfectly.
> >Thanks again gentlemen

I'd love to know the docs/examples that show rt_ldap_username so we
can fix them.  Would you point us at them Mario?

Thanks

-kevin
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From asanka_gunasekera at yahoo.co.uk  Tue Jul 10 03:37:17 2012
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Tue, 10 Jul 2012 08:37:17 +0100 (BST)
Subject: [rt-users] user rights for basic on dashboard
Message-ID: <1341905837.54341.YahooMailNeo@web29012.mail.ird.yahoo.com>

Hi I am having 3 issues in user permissions
1.?????? When I try to create a ticket as minimum privileged
user on a queue I can see and select the ?status? and the ?owner? under Basics.
How can I hide this from selected users (requesters)
2.?????? When the requester goes in to basic under
ticket, here too he can see this users list, can we disable this as well from a
selected users.
3.?????? Is there any chance of we display closed issues
by queue on the dashboard
Thanks and Regards
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From nafiesaa at kromco.co.za  Tue Jul 10 07:36:56 2012
From: nafiesaa at kromco.co.za (Nafiesa Allie)
Date: Tue, 10 Jul 2012 13:36:56 +0200
Subject: [rt-users] RT Visual Interface Enhancements Enquiry
In-Reply-To: <CAPRr2Xyuh-EfE+4P709MUz3x3_AX8d_9owSGmoHCsW4FHXd3iA@mail.gmail.com>
References: <CAPRr2XyimYxpkQ9ywNU8X3u964T6QCcm4HvvL_uxUPVyjOQ+4Q@mail.gmail.com>
	<B3A49A3A-731E-4DD0-9D04-45A85FA83083@boksa.de>
	<4FEDEF44.50203@bestpractical.com>
	<CAPRr2Xyb_PPL2wTSKU=d=PWF20LL9BM8Pgcqge+0COWpbhROWQ@mail.gmail.com>
	<CAMOxC8tLgPscHKgZCCNjX+D-wbWEj0fzHoauHZRAy58YGUqLCA@mail.gmail.com>
	<CAPRr2Xy6c+satvTS6FvVyUUU7PqZGWNkQsZHFD8sJD3ojVBNYw@mail.gmail.com>
	<CAMOxC8v9rz=_aj7fki=FH_+00pN9QAPsN+0y4XUdqOLG75GdLA@mail.gmail.com>
	<CAPRr2Xyuh-EfE+4P709MUz3x3_AX8d_9owSGmoHCsW4FHXd3iA@mail.gmail.com>
Message-ID: <CAPRr2XwLAtNJMZSOnwZidF2kWu-DpdsxtqmW4iLO_hXQdTRW0g@mail.gmail.com>

Hi Ruslan

I managed to figure out how to successfully create a dirty variant, and it
seems to do what I want.  However, I am still struggling to create the
callback.
" There is a callback in Header file to put any custom javascript on RT
pages. "  - I do not find such a callback.
I now understand the concept of a callback, but not finding the relevant
callback does not help much.  Please could you give me some direction?

Regards
Nafiesa

On 6 July 2012 15:21, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:

> Hi Ruslan
>
> Thanks so much for your swift response plus the given detail;  I am so
> glad that it is possible!  However, I have no idea how to get to the
> interface that will enable me to add the new code.  This is the first time
> I am wanting to do a customization, and I do not know where to start.  How
> do I get to the interface in your screenshot?
>
> Have a great weekend!
> Nafiesa
>
>
> On 5 July 2012 14:53, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>
>> On Tue, Jul 3, 2012 at 9:29 AM, Nafiesa Allie <nafiesaa at kromco.co.za>
>> wrote:
>> > I have already created dashboards with custom searches, but my problem
>> lies
>> > with the fact that I cannot get the panels to lie alongside each other
>> as
>> > per my example.  RT only allows two lists/charts panels next to each
>> other.
>> > How do I overcome this?
>>
>> With javascript:
>>
>> jQuery('table.myrt td.boxcontainer >
>> div').detach().appendTo('table.myrt > tbody > tr').wrap('<td
>> class="boxcontainer" />');
>>
>> Above is dirty variant, but at least it works in Chrome and
>> demonstrates how to start. There is a callback in Header file to put
>> any custom javascript on RT pages.
>>
>> >
>> >
>> > On 2 July 2012 21:47, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>> >>
>> >> On Mon, Jul 2, 2012 at 12:42 PM, Nafiesa Allie <nafiesaa at kromco.co.za>
>> >> wrote:
>> >> > Great! So where do I start?  I have never fiddled with CSS or JS
>> before,
>> >> > so
>> >> > it will be helpful if you could direct me to a relevant example.
>> >>
>> >> Start from Dashboards, custom searches and see how close you can get
>> >> to what you need.
>> >>
>> >>
>> >>
>> >> >
>> >> > On 29 June 2012 20:09, Thomas Sibley <trs at bestpractical.com> wrote:
>> >> >>
>> >> >> On 06/29/2012 10:57 AM, Benjamin Boksa wrote:
>> >> >> > I am sure this can be done using RT4 by writing a custom page -
>> but I
>> >> >> > honestly do not know how?
>> >> >>
>> >> >> Learning the basics of how to create your own page in RT will
>> probably
>> >> >> be faster and more efficient than trying to use the REST interface
>> to
>> >> >> get all the data and interaction you want.
>> >> >>
>> >> >> You can probably do most of what you want with a standard dashboard
>> and
>> >> >> a bunch of custom CSS and JS that targets it to rearrange as
>> necessary.
>> >> >
>> >> >
>> >> >
>> >> >
>> >> > --
>> >> >
>> >> > Groete/Regards
>> >> >
>> >> > Nafiesa Allie
>> >> >
>> >> > Kromco (Pty) Ltd
>> >> >
>> >> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e
>> nafiesaa at kromco.co.za |
>> >> >
>> >> > *Important Notice: This e-mail may contain trade secrets or
>> privileged,
>> >> > undisclosed, or otherwise confidential information.
>> >> >
>> >> > If you have received this e-mail in error, you are hereby notified
>> that
>> >> > any
>> >> > review, copying, or distribution of it is strictly prohibited.
>> >> >
>> >> > Please inform us immediately and destroy the original transmittal.
>> Thank
>> >> > you
>> >> > for your cooperation.
>> >> >
>> >> >
>> >>
>> >>
>> >>
>> >> --
>> >> Best regards, Ruslan.
>> >
>> >
>> >
>> >
>> > --
>> >
>> > Groete/Regards
>> >
>> > Nafiesa Allie
>> >
>> > Kromco (Pty) Ltd
>> >
>> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |
>> >
>> > *Important Notice: This e-mail may contain trade secrets or privileged,
>> > undisclosed, or otherwise confidential information.
>> >
>> > If you have received this e-mail in error, you are hereby notified that
>> any
>> > review, copying, or distribution of it is strictly prohibited.
>> >
>> > Please inform us immediately and destroy the original transmittal.
>> Thank you
>> > for your cooperation.
>> >
>> >
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>
>
>
> --
>
> Groete/Regards
>
> Nafiesa Allie
>
> Kromco (Pty) Ltd
>
> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |
>
> *Important Notice: This e-mail may contain trade secrets or privileged,
> undisclosed, or otherwise confidential information.
>
> If you have received this e-mail in error, you are hereby notified that
> any review, copying, or distribution of it is strictly prohibited.
>
> Please inform us immediately and destroy the original transmittal. Thank
> you for your cooperation.
>
>


-- 

Groete/Regards

Nafiesa Allie

Kromco (Pty) Ltd

| t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |

*Important Notice: This e-mail may contain trade secrets or privileged,
undisclosed, or otherwise confidential information.

If you have received this e-mail in error, you are hereby notified that any
review, copying, or distribution of it is strictly prohibited.

Please inform us immediately and destroy the original transmittal. Thank
you for your cooperation.
-------------- next part --------------
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From nafiesaa at kromco.co.za  Tue Jul 10 07:51:06 2012
From: nafiesaa at kromco.co.za (Nafiesa Allie)
Date: Tue, 10 Jul 2012 13:51:06 +0200
Subject: [rt-users] RT Visual Interface Enhancements Enquiry
In-Reply-To: <CAPRr2XwLAtNJMZSOnwZidF2kWu-DpdsxtqmW4iLO_hXQdTRW0g@mail.gmail.com>
References: <CAPRr2XyimYxpkQ9ywNU8X3u964T6QCcm4HvvL_uxUPVyjOQ+4Q@mail.gmail.com>
	<B3A49A3A-731E-4DD0-9D04-45A85FA83083@boksa.de>
	<4FEDEF44.50203@bestpractical.com>
	<CAPRr2Xyb_PPL2wTSKU=d=PWF20LL9BM8Pgcqge+0COWpbhROWQ@mail.gmail.com>
	<CAMOxC8tLgPscHKgZCCNjX+D-wbWEj0fzHoauHZRAy58YGUqLCA@mail.gmail.com>
	<CAPRr2Xy6c+satvTS6FvVyUUU7PqZGWNkQsZHFD8sJD3ojVBNYw@mail.gmail.com>
	<CAMOxC8v9rz=_aj7fki=FH_+00pN9QAPsN+0y4XUdqOLG75GdLA@mail.gmail.com>
	<CAPRr2Xyuh-EfE+4P709MUz3x3_AX8d_9owSGmoHCsW4FHXd3iA@mail.gmail.com>
	<CAPRr2XwLAtNJMZSOnwZidF2kWu-DpdsxtqmW4iLO_hXQdTRW0g@mail.gmail.com>
Message-ID: <CAPRr2XyMNao3G5Browz04Yboqqa6hqq+9bhgQes_iHYzZmcpng@mail.gmail.com>

I think I must clarify what I am saying below:
from what I understand RT4 callbacks are defined in /rt4/share/Elements.  I
found a number of callbacks there, but not the one I am looking for, viz.
Header, so I need help to either find it or create it from scratch.

Regards
Nafiesa

On 10 July 2012 13:36, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:

> Hi Ruslan
>
> I managed to figure out how to successfully create a dirty variant, and it
> seems to do what I want.  However, I am still struggling to create the
> callback.
> " There is a callback in Header file to put any custom javascript on RT
> pages. "  - I do not find such a callback.
> I now understand the concept of a callback, but not finding the relevant
> callback does not help much.  Please could you give me some direction?
>
> Regards
> Nafiesa
>
>
> On 6 July 2012 15:21, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:
>
>> Hi Ruslan
>>
>> Thanks so much for your swift response plus the given detail;  I am so
>> glad that it is possible!  However, I have no idea how to get to the
>> interface that will enable me to add the new code.  This is the first time
>> I am wanting to do a customization, and I do not know where to start.  How
>> do I get to the interface in your screenshot?
>>
>> Have a great weekend!
>> Nafiesa
>>
>>
>> On 5 July 2012 14:53, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>>
>>> On Tue, Jul 3, 2012 at 9:29 AM, Nafiesa Allie <nafiesaa at kromco.co.za>
>>> wrote:
>>> > I have already created dashboards with custom searches, but my problem
>>> lies
>>> > with the fact that I cannot get the panels to lie alongside each other
>>> as
>>> > per my example.  RT only allows two lists/charts panels next to each
>>> other.
>>> > How do I overcome this?
>>>
>>> With javascript:
>>>
>>> jQuery('table.myrt td.boxcontainer >
>>> div').detach().appendTo('table.myrt > tbody > tr').wrap('<td
>>> class="boxcontainer" />');
>>>
>>> Above is dirty variant, but at least it works in Chrome and
>>> demonstrates how to start. There is a callback in Header file to put
>>> any custom javascript on RT pages.
>>>
>>> >
>>> >
>>> > On 2 July 2012 21:47, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>>> >>
>>> >> On Mon, Jul 2, 2012 at 12:42 PM, Nafiesa Allie <nafiesaa at kromco.co.za
>>> >
>>> >> wrote:
>>> >> > Great! So where do I start?  I have never fiddled with CSS or JS
>>> before,
>>> >> > so
>>> >> > it will be helpful if you could direct me to a relevant example.
>>> >>
>>> >> Start from Dashboards, custom searches and see how close you can get
>>> >> to what you need.
>>> >>
>>> >>
>>> >>
>>> >> >
>>> >> > On 29 June 2012 20:09, Thomas Sibley <trs at bestpractical.com> wrote:
>>> >> >>
>>> >> >> On 06/29/2012 10:57 AM, Benjamin Boksa wrote:
>>> >> >> > I am sure this can be done using RT4 by writing a custom page -
>>> but I
>>> >> >> > honestly do not know how?
>>> >> >>
>>> >> >> Learning the basics of how to create your own page in RT will
>>> probably
>>> >> >> be faster and more efficient than trying to use the REST interface
>>> to
>>> >> >> get all the data and interaction you want.
>>> >> >>
>>> >> >> You can probably do most of what you want with a standard
>>> dashboard and
>>> >> >> a bunch of custom CSS and JS that targets it to rearrange as
>>> necessary.
>>> >> >
>>> >> >
>>> >> >
>>> >> >
>>> >> > --
>>> >> >
>>> >> > Groete/Regards
>>> >> >
>>> >> > Nafiesa Allie
>>> >> >
>>> >> > Kromco (Pty) Ltd
>>> >> >
>>> >> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e
>>> nafiesaa at kromco.co.za |
>>> >> >
>>> >> > *Important Notice: This e-mail may contain trade secrets or
>>> privileged,
>>> >> > undisclosed, or otherwise confidential information.
>>> >> >
>>> >> > If you have received this e-mail in error, you are hereby notified
>>> that
>>> >> > any
>>> >> > review, copying, or distribution of it is strictly prohibited.
>>> >> >
>>> >> > Please inform us immediately and destroy the original transmittal.
>>> Thank
>>> >> > you
>>> >> > for your cooperation.
>>> >> >
>>> >> >
>>> >>
>>> >>
>>> >>
>>> >> --
>>> >> Best regards, Ruslan.
>>> >
>>> >
>>> >
>>> >
>>> > --
>>> >
>>> > Groete/Regards
>>> >
>>> > Nafiesa Allie
>>> >
>>> > Kromco (Pty) Ltd
>>> >
>>> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za|
>>> >
>>> > *Important Notice: This e-mail may contain trade secrets or privileged,
>>> > undisclosed, or otherwise confidential information.
>>> >
>>> > If you have received this e-mail in error, you are hereby notified
>>> that any
>>> > review, copying, or distribution of it is strictly prohibited.
>>> >
>>> > Please inform us immediately and destroy the original transmittal.
>>> Thank you
>>> > for your cooperation.
>>> >
>>> >
>>>
>>>
>>>
>>> --
>>> Best regards, Ruslan.
>>>
>>
>>
>>
>> --
>>
>> Groete/Regards
>>
>> Nafiesa Allie
>>
>> Kromco (Pty) Ltd
>>
>> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |
>>
>> *Important Notice: This e-mail may contain trade secrets or privileged,
>> undisclosed, or otherwise confidential information.
>>
>> If you have received this e-mail in error, you are hereby notified that
>> any review, copying, or distribution of it is strictly prohibited.
>>
>> Please inform us immediately and destroy the original transmittal. Thank
>> you for your cooperation.
>>
>>
>
>
> --
>
> Groete/Regards
>
> Nafiesa Allie
>
> Kromco (Pty) Ltd
>
> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |
>
> *Important Notice: This e-mail may contain trade secrets or privileged,
> undisclosed, or otherwise confidential information.
>
> If you have received this e-mail in error, you are hereby notified that
> any review, copying, or distribution of it is strictly prohibited.
>
> Please inform us immediately and destroy the original transmittal. Thank
> you for your cooperation.
>
>


-- 

Groete/Regards

Nafiesa Allie

Kromco (Pty) Ltd

| t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |

*Important Notice: This e-mail may contain trade secrets or privileged,
undisclosed, or otherwise confidential information.

If you have received this e-mail in error, you are hereby notified that any
review, copying, or distribution of it is strictly prohibited.

Please inform us immediately and destroy the original transmittal. Thank
you for your cooperation.
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From mdinatale at hamdenpd.com  Tue Jul 10 08:13:31 2012
From: mdinatale at hamdenpd.com (Mario DiNatale)
Date: Tue, 10 Jul 2012 12:13:31 +0000
Subject: [rt-users] Assistance w/ LDAP Logins
In-Reply-To: <20120710024034.GA1064@jibsheet.com>
References: <mailman.2005.1341601578.4522.rt-users@lists.bestpractical.com>
	<6FB2044FB5B76742B683FCDA6CB6041D0349027D@hpd-exc1.HAMDENPS.local>
	<4FFB0771.2020900@efashionsolutions.com>
	<6FB2044FB5B76742B683FCDA6CB6041D03490333@hpd-exc1.HAMDENPS.local>
	<4FFB216E.3050702@efashionsolutions.com>
	<20120710024034.GA1064@jibsheet.com>
Message-ID: <6FB2044FB5B76742B683FCDA6CB6041D034906EB@hpd-exc1.HAMDENPS.local>

My apologies Kevin,
vi's word wrapping joined forces with my dyslexia forced me
to read this backwards...
thanks again,
-m 

" ## SERVICE-SPECIFIC SECT
ION
                                                        # If you can bind to you
r LDAP server anonymously you should
                                                        # remove the user and pa
ss config lines, otherwise specify them here:
                                                        #
                                                        # The username RT should
 use to connect to the LDAP server
                                                        'user'
    =>  'rt_ldap_username',
                                                        # The password RT should
 use to connect to the LDAP server
                                                        'pass'
  =>  'rt_ldap_password', "

-----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, July 09, 2012 10:41 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Assistance w/ LDAP Logins

On Mon, Jul 09, 2012 at 02:22:38PM -0400, Glenn E. Sieb wrote:
> On 07/09/2012 01:15 PM, Mario DiNatale wrote:
> >Wow yeah, thanks glen! That actually helped out tremendously!
> >I just converted:
> >'rt_ldap_username' =>  'cn=rt,ou=Users,dc=hamdenps,dc=local',
> >'rt_ldap_password' =>  'ldap',
> >
> >To
> >
> >'user' =>  'rt at hamdenps.local',
> >'pass' =>  'ldap',
> >
> >And that fixed it... which is strange because it looks like the 
> >newest documentation/examples given seem to want to use rt_ldap 
> >prefixes for some reason... but all is well, its working perfectly.
> >Thanks again gentlemen

I'd love to know the docs/examples that show rt_ldap_username so we can fix them.  Would you point us at them Mario?

Thanks

-kevin


From zevlio at gmail.com  Tue Jul 10 09:55:30 2012
From: zevlio at gmail.com (vlio)
Date: Tue, 10 Jul 2012 15:55:30 +0200
Subject: [rt-users] strip CommandByMail commands from body
In-Reply-To: <CAMOxC8t2-KKuMykRqAJsr7gripM_6V+adOWhWUeYdpWt3Vnx=A@mail.gmail.com>
References: <4FF58714.7090809@gmail.com> <4FFAAFD4.5050406@gmail.com>
	<CAMOxC8t2-KKuMykRqAJsr7gripM_6V+adOWhWUeYdpWt3Vnx=A@mail.gmail.com>
Message-ID: <4FFC3452.8060507@gmail.com>

Hi Ruslan,

Thanks a lot, the patch there 
(https://rt.cpan.org/Public/Bug/Display.html?id=31795) made the trick. I 
added it to the wiki.

Thanks,
vlio

____________

[09/07/2012 - 13:53] Ruslan Zakirov  :

> On Mon, Jul 9, 2012 at 1:17 PM, vlio <zevlio at gmail.com> wrote:
>> Hello,
>>
>> No idea from anyone? Is this the right place to ask, or should I send this
>> on another list maybe ?
>
> I think there was a patch in rt.cpan.org
>
>
>> Thanks,
>> vlio
>>
>> ____________
>>
>> [05/07/2012 - 14:22] vlio  :
>>
>>
>>> Hi All,
>>>
>>> I installed RT 4.05 along with the CommandByMail extension and all seems
>>> to be working fine so far.
>>> Now I would like to remove the commands used by this extension (like
>>> "status: open") from the body of the e-mail that is actually sent by RT
>>> after parsing and handling them.
>>>
>>> As I am no Perl guru, would someone have or be able to devise the
>>> magical lines that will allow me to modify the message before sending? I
>>> guess this must take place into TakeAction.pm but I am not sure how to
>>> modify the Entity object in a persistent way.
>>>
>>> Thanks a lot,
>>> vlio
>>>
>>
>>
>
>
>




From ruz at bestpractical.com  Tue Jul 10 14:53:30 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 10 Jul 2012 21:53:30 +0300
Subject: [rt-users] Fwd: report on external custom field value
In-Reply-To: <CAJJ5gsXzhW4AomY+A=zHManiuA7=kGygm_kz7xS4+54PR+pq3g@mail.gmail.com>
References: <CAJJ5gsUCXrrKiWzy_bfWBWM3ydjJKxd5BUVX98T8kYyNNvZk9A@mail.gmail.com>
	<CAMOxC8vffRgRwUBisib3yQyUCYcdeTsePVDWaCmt6wDrZJZa+g@mail.gmail.com>
	<CAJJ5gsVUWRcoSuGRb1QXV_NMJiyAA1MgG1JP1pruGmxFFQe=gw@mail.gmail.com>
	<CAJJ5gsXzhW4AomY+A=zHManiuA7=kGygm_kz7xS4+54PR+pq3g@mail.gmail.com>
Message-ID: <CAMOxC8sE0E54dvxV0sjYjenS2LKOq5iHZxfKnftA3yGr=qqbxA@mail.gmail.com>

On Tue, Jul 10, 2012 at 5:20 AM, Etuate Cocker <eduade.2001 at gmail.com> wrote:
>
> Hi Ruslan, I have used this variable to create my external custom field in
> RT_Site..pm. What I wanted is to retrieve value selected by a user from
> tickets and have it displayed in activity reports. Any idea would be greatly
> appreciated.

Which activity reports? Do you want to use SQL to retrieve? API? REST?

Take a look at charts. Charts have ability to count tickets grouped by
custom field.

> Thanks

-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Tue Jul 10 14:57:39 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 10 Jul 2012 21:57:39 +0300
Subject: [rt-users] RT Visual Interface Enhancements Enquiry
In-Reply-To: <CAPRr2XyMNao3G5Browz04Yboqqa6hqq+9bhgQes_iHYzZmcpng@mail.gmail.com>
References: <CAPRr2XyimYxpkQ9ywNU8X3u964T6QCcm4HvvL_uxUPVyjOQ+4Q@mail.gmail.com>
	<B3A49A3A-731E-4DD0-9D04-45A85FA83083@boksa.de>
	<4FEDEF44.50203@bestpractical.com>
	<CAPRr2Xyb_PPL2wTSKU=d=PWF20LL9BM8Pgcqge+0COWpbhROWQ@mail.gmail.com>
	<CAMOxC8tLgPscHKgZCCNjX+D-wbWEj0fzHoauHZRAy58YGUqLCA@mail.gmail.com>
	<CAPRr2Xy6c+satvTS6FvVyUUU7PqZGWNkQsZHFD8sJD3ojVBNYw@mail.gmail.com>
	<CAMOxC8v9rz=_aj7fki=FH_+00pN9QAPsN+0y4XUdqOLG75GdLA@mail.gmail.com>
	<CAPRr2Xyuh-EfE+4P709MUz3x3_AX8d_9owSGmoHCsW4FHXd3iA@mail.gmail.com>
	<CAPRr2XwLAtNJMZSOnwZidF2kWu-DpdsxtqmW4iLO_hXQdTRW0g@mail.gmail.com>
	<CAPRr2XyMNao3G5Browz04Yboqqa6hqq+9bhgQes_iHYzZmcpng@mail.gmail.com>
Message-ID: <CAMOxC8vXNTjO2WH8DrLLJZ5aaYSBa87V0708HvnJXJYkQBroxQ@mail.gmail.com>

Hi,

RT's file share/html/Elements/Header contains the following line:

$m->callback( %ARGS, CallbackName => 'Head' );

It's the perfect place to insert custom CSS/JS hacks.

On Tue, Jul 10, 2012 at 2:51 PM, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:
> I think I must clarify what I am saying below:
> from what I understand RT4 callbacks are defined in /rt4/share/Elements.  I
> found a number of callbacks there, but not the one I am looking for, viz.
> Header, so I need help to either find it or create it from scratch.
>
> Regards
> Nafiesa
>
> On 10 July 2012 13:36, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:
>>
>> Hi Ruslan
>>
>> I managed to figure out how to successfully create a dirty variant, and it
>> seems to do what I want.  However, I am still struggling to create the
>> callback.
>> " There is a callback in Header file to put any custom javascript on RT
>> pages. "  - I do not find such a callback.
>> I now understand the concept of a callback, but not finding the relevant
>> callback does not help much.  Please could you give me some direction?
>>
>> Regards
>> Nafiesa
>>
>>
>> On 6 July 2012 15:21, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:
>>>
>>> Hi Ruslan
>>>
>>> Thanks so much for your swift response plus the given detail;  I am so
>>> glad that it is possible!  However, I have no idea how to get to the
>>> interface that will enable me to add the new code.  This is the first time I
>>> am wanting to do a customization, and I do not know where to start.  How do
>>> I get to the interface in your screenshot?
>>>
>>> Have a great weekend!
>>> Nafiesa
>>>
>>>
>>> On 5 July 2012 14:53, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>>>>
>>>> On Tue, Jul 3, 2012 at 9:29 AM, Nafiesa Allie <nafiesaa at kromco.co.za>
>>>> wrote:
>>>> > I have already created dashboards with custom searches, but my problem
>>>> > lies
>>>> > with the fact that I cannot get the panels to lie alongside each other
>>>> > as
>>>> > per my example.  RT only allows two lists/charts panels next to each
>>>> > other.
>>>> > How do I overcome this?
>>>>
>>>> With javascript:
>>>>
>>>> jQuery('table.myrt td.boxcontainer >
>>>> div').detach().appendTo('table.myrt > tbody > tr').wrap('<td
>>>> class="boxcontainer" />');
>>>>
>>>> Above is dirty variant, but at least it works in Chrome and
>>>> demonstrates how to start. There is a callback in Header file to put
>>>> any custom javascript on RT pages.
>>>>
>>>> >
>>>> >
>>>> > On 2 July 2012 21:47, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>>>> >>
>>>> >> On Mon, Jul 2, 2012 at 12:42 PM, Nafiesa Allie
>>>> >> <nafiesaa at kromco.co.za>
>>>> >> wrote:
>>>> >> > Great! So where do I start?  I have never fiddled with CSS or JS
>>>> >> > before,
>>>> >> > so
>>>> >> > it will be helpful if you could direct me to a relevant example.
>>>> >>
>>>> >> Start from Dashboards, custom searches and see how close you can get
>>>> >> to what you need.
>>>> >>
>>>> >>
>>>> >>
>>>> >> >
>>>> >> > On 29 June 2012 20:09, Thomas Sibley <trs at bestpractical.com> wrote:
>>>> >> >>
>>>> >> >> On 06/29/2012 10:57 AM, Benjamin Boksa wrote:
>>>> >> >> > I am sure this can be done using RT4 by writing a custom page -
>>>> >> >> > but I
>>>> >> >> > honestly do not know how?
>>>> >> >>
>>>> >> >> Learning the basics of how to create your own page in RT will
>>>> >> >> probably
>>>> >> >> be faster and more efficient than trying to use the REST interface
>>>> >> >> to
>>>> >> >> get all the data and interaction you want.
>>>> >> >>
>>>> >> >> You can probably do most of what you want with a standard
>>>> >> >> dashboard and
>>>> >> >> a bunch of custom CSS and JS that targets it to rearrange as
>>>> >> >> necessary.
>>>> >> >
>>>> >> >
>>>> >> >
>>>> >> >
>>>> >> > --
>>>> >> >
>>>> >> > Groete/Regards
>>>> >> >
>>>> >> > Nafiesa Allie
>>>> >> >
>>>> >> > Kromco (Pty) Ltd
>>>> >> >
>>>> >> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e
>>>> >> > nafiesaa at kromco.co.za |
>>>> >> >
>>>> >> > *Important Notice: This e-mail may contain trade secrets or
>>>> >> > privileged,
>>>> >> > undisclosed, or otherwise confidential information.
>>>> >> >
>>>> >> > If you have received this e-mail in error, you are hereby notified
>>>> >> > that
>>>> >> > any
>>>> >> > review, copying, or distribution of it is strictly prohibited.
>>>> >> >
>>>> >> > Please inform us immediately and destroy the original transmittal.
>>>> >> > Thank
>>>> >> > you
>>>> >> > for your cooperation.
>>>> >> >
>>>> >> >
>>>> >>
>>>> >>
>>>> >>
>>>> >> --
>>>> >> Best regards, Ruslan.
>>>> >
>>>> >
>>>> >
>>>> >
>>>> > --
>>>> >
>>>> > Groete/Regards
>>>> >
>>>> > Nafiesa Allie
>>>> >
>>>> > Kromco (Pty) Ltd
>>>> >
>>>> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za
>>>> > |
>>>> >
>>>> > *Important Notice: This e-mail may contain trade secrets or
>>>> > privileged,
>>>> > undisclosed, or otherwise confidential information.
>>>> >
>>>> > If you have received this e-mail in error, you are hereby notified
>>>> > that any
>>>> > review, copying, or distribution of it is strictly prohibited.
>>>> >
>>>> > Please inform us immediately and destroy the original transmittal.
>>>> > Thank you
>>>> > for your cooperation.
>>>> >
>>>> >
>>>>
>>>>
>>>>
>>>> --
>>>> Best regards, Ruslan.
>>>
>>>
>>>
>>>
>>> --
>>>
>>> Groete/Regards
>>>
>>> Nafiesa Allie
>>>
>>> Kromco (Pty) Ltd
>>>
>>> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |
>>>
>>> *Important Notice: This e-mail may contain trade secrets or privileged,
>>> undisclosed, or otherwise confidential information.
>>>
>>> If you have received this e-mail in error, you are hereby notified that
>>> any review, copying, or distribution of it is strictly prohibited.
>>>
>>> Please inform us immediately and destroy the original transmittal. Thank
>>> you for your cooperation.
>>>
>>>
>>
>>
>>
>> --
>>
>> Groete/Regards
>>
>> Nafiesa Allie
>>
>> Kromco (Pty) Ltd
>>
>> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |
>>
>> *Important Notice: This e-mail may contain trade secrets or privileged,
>> undisclosed, or otherwise confidential information.
>>
>> If you have received this e-mail in error, you are hereby notified that
>> any review, copying, or distribution of it is strictly prohibited.
>>
>> Please inform us immediately and destroy the original transmittal. Thank
>> you for your cooperation.
>>
>>
>
>
>
> --
>
> Groete/Regards
>
> Nafiesa Allie
>
> Kromco (Pty) Ltd
>
> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |
>
> *Important Notice: This e-mail may contain trade secrets or privileged,
> undisclosed, or otherwise confidential information.
>
> If you have received this e-mail in error, you are hereby notified that any
> review, copying, or distribution of it is strictly prohibited.
>
> Please inform us immediately and destroy the original transmittal. Thank you
> for your cooperation.
>
>



-- 
Best regards, Ruslan.


From nafiesaa at kromco.co.za  Wed Jul 11 05:02:11 2012
From: nafiesaa at kromco.co.za (Nafiesa Allie)
Date: Wed, 11 Jul 2012 11:02:11 +0200
Subject: [rt-users] RT Visual Interface Enhancements Enquiry
In-Reply-To: <CAPRr2XyB84H-8yWs5wA+Yw9g2uNgO9tM1kS+az=3zsjNRtpytA@mail.gmail.com>
References: <CAPRr2XyimYxpkQ9ywNU8X3u964T6QCcm4HvvL_uxUPVyjOQ+4Q@mail.gmail.com>
	<B3A49A3A-731E-4DD0-9D04-45A85FA83083@boksa.de>
	<4FEDEF44.50203@bestpractical.com>
	<CAPRr2Xyb_PPL2wTSKU=d=PWF20LL9BM8Pgcqge+0COWpbhROWQ@mail.gmail.com>
	<CAMOxC8tLgPscHKgZCCNjX+D-wbWEj0fzHoauHZRAy58YGUqLCA@mail.gmail.com>
	<CAPRr2Xy6c+satvTS6FvVyUUU7PqZGWNkQsZHFD8sJD3ojVBNYw@mail.gmail.com>
	<CAMOxC8v9rz=_aj7fki=FH_+00pN9QAPsN+0y4XUdqOLG75GdLA@mail.gmail.com>
	<CAPRr2Xyuh-EfE+4P709MUz3x3_AX8d_9owSGmoHCsW4FHXd3iA@mail.gmail.com>
	<CAPRr2XwLAtNJMZSOnwZidF2kWu-DpdsxtqmW4iLO_hXQdTRW0g@mail.gmail.com>
	<CAPRr2XyMNao3G5Browz04Yboqqa6hqq+9bhgQes_iHYzZmcpng@mail.gmail.com>
	<CAMOxC8vXNTjO2WH8DrLLJZ5aaYSBa87V0708HvnJXJYkQBroxQ@mail.gmail.com>
	<CAPRr2XyB84H-8yWs5wA+Yw9g2uNgO9tM1kS+az=3zsjNRtpytA@mail.gmail.com>
Message-ID: <CAPRr2Xzd-fu87x5c_bey_z33yFFsRC7av-z4Dq+ff9qA0LuUXA@mail.gmail.com>

OK, I figured out how to get RT to incorporate the code that I put into the
Callback for the Header, however, there is something wrong with my code.
 Please can you give me guidance?  Remember, that in the end I want the
dashboard panels to lie side by side, and not the panels on the RT at a
glance screen.  Thanks.

On 11 July 2012 09:35, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:

> Thanks, Ruslan.
>
> OK, I created my callback file but now I am not sure what the code should
> look like.
>
> Using your dirty variant that applies to RT at a glance
> jQuery('table.myrt td.boxcontainer > div').detach().appendTo('table.myrt >
> tbody > tr').wrap('<td class="boxcontainer" />');
> and changing it to
> jQuery('table#dashboard-26.dashboard td.boxcontainer >
> div').detach().appendTo('table#dashboard-26.dashboard > tbody >
> tr').wrap('<td class="boxcontainer" />');
> it now applies to the dashboard.
>
> However, adding the code to my callback, does not make any difference,
> even after rebooting the RT server, regardless whether I am using your
> variant or my own.  I am not sure whether the problem lies in my code - see
> printscreen attached, or elsewhere.  I would deeply appreciate some further
> help in this and am desperate to resolve this sooner rather than later.  If
> I am unable to master this, then some other ticketing system will be
> enforced.
>
> (It feels like I am taking tiny baby-steps in resolving this problem;  I
> wish there was a clear example that one could follow.)
>
> Regards
> Nafiesa
>
> On 10 July 2012 20:57, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>
>> Hi,
>>
>> RT's file share/html/Elements/Header contains the following line:
>>
>> $m->callback( %ARGS, CallbackName => 'Head' );
>>
>> It's the perfect place to insert custom CSS/JS hacks.
>>
>> On Tue, Jul 10, 2012 at 2:51 PM, Nafiesa Allie <nafiesaa at kromco.co.za>
>> wrote:
>> > I think I must clarify what I am saying below:
>> > from what I understand RT4 callbacks are defined in
>> /rt4/share/Elements.  I
>> > found a number of callbacks there, but not the one I am looking for,
>> viz.
>> > Header, so I need help to either find it or create it from scratch.
>> >
>> > Regards
>> > Nafiesa
>> >
>> > On 10 July 2012 13:36, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:
>> >>
>> >> Hi Ruslan
>> >>
>> >> I managed to figure out how to successfully create a dirty variant,
>> and it
>> >> seems to do what I want.  However, I am still struggling to create the
>> >> callback.
>> >> " There is a callback in Header file to put any custom javascript on RT
>> >> pages. "  - I do not find such a callback.
>> >> I now understand the concept of a callback, but not finding the
>> relevant
>> >> callback does not help much.  Please could you give me some direction?
>> >>
>> >> Regards
>> >> Nafiesa
>> >>
>> >>
>> >> On 6 July 2012 15:21, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:
>> >>>
>> >>> Hi Ruslan
>> >>>
>> >>> Thanks so much for your swift response plus the given detail;  I am so
>> >>> glad that it is possible!  However, I have no idea how to get to the
>> >>> interface that will enable me to add the new code.  This is the first
>> time I
>> >>> am wanting to do a customization, and I do not know where to start.
>>  How do
>> >>> I get to the interface in your screenshot?
>> >>>
>> >>> Have a great weekend!
>> >>> Nafiesa
>> >>>
>> >>>
>> >>> On 5 July 2012 14:53, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>> >>>>
>> >>>> On Tue, Jul 3, 2012 at 9:29 AM, Nafiesa Allie <nafiesaa at kromco.co.za
>> >
>> >>>> wrote:
>> >>>> > I have already created dashboards with custom searches, but my
>> problem
>> >>>> > lies
>> >>>> > with the fact that I cannot get the panels to lie alongside each
>> other
>> >>>> > as
>> >>>> > per my example.  RT only allows two lists/charts panels next to
>> each
>> >>>> > other.
>> >>>> > How do I overcome this?
>> >>>>
>> >>>> With javascript:
>> >>>>
>> >>>> jQuery('table.myrt td.boxcontainer >
>> >>>> div').detach().appendTo('table.myrt > tbody > tr').wrap('<td
>> >>>> class="boxcontainer" />');
>> >>>>
>> >>>> Above is dirty variant, but at least it works in Chrome and
>> >>>> demonstrates how to start. There is a callback in Header file to put
>> >>>> any custom javascript on RT pages.
>> >>>>
>> >>>> >
>> >>>> >
>> >>>> > On 2 July 2012 21:47, Ruslan Zakirov <ruz at bestpractical.com>
>> wrote:
>> >>>> >>
>> >>>> >> On Mon, Jul 2, 2012 at 12:42 PM, Nafiesa Allie
>> >>>> >> <nafiesaa at kromco.co.za>
>> >>>> >> wrote:
>> >>>> >> > Great! So where do I start?  I have never fiddled with CSS or JS
>> >>>> >> > before,
>> >>>> >> > so
>> >>>> >> > it will be helpful if you could direct me to a relevant example.
>> >>>> >>
>> >>>> >> Start from Dashboards, custom searches and see how close you can
>> get
>> >>>> >> to what you need.
>> >>>> >>
>> >>>> >>
>> >>>> >>
>> >>>> >> >
>> >>>> >> > On 29 June 2012 20:09, Thomas Sibley <trs at bestpractical.com>
>> wrote:
>> >>>> >> >>
>> >>>> >> >> On 06/29/2012 10:57 AM, Benjamin Boksa wrote:
>> >>>> >> >> > I am sure this can be done using RT4 by writing a custom
>> page -
>> >>>> >> >> > but I
>> >>>> >> >> > honestly do not know how?
>> >>>> >> >>
>> >>>> >> >> Learning the basics of how to create your own page in RT will
>> >>>> >> >> probably
>> >>>> >> >> be faster and more efficient than trying to use the REST
>> interface
>> >>>> >> >> to
>> >>>> >> >> get all the data and interaction you want.
>> >>>> >> >>
>> >>>> >> >> You can probably do most of what you want with a standard
>> >>>> >> >> dashboard and
>> >>>> >> >> a bunch of custom CSS and JS that targets it to rearrange as
>> >>>> >> >> necessary.
>> >>>> >> >
>> >>>> >> >
>> >>>> >> >
>> >>>> >> >
>> >>>> >> > --
>> >>>> >> >
>> >>>> >> > Groete/Regards
>> >>>> >> >
>> >>>> >> > Nafiesa Allie
>> >>>> >> >
>> >>>> >> > Kromco (Pty) Ltd
>> >>>> >> >
>> >>>> >> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e
>> >>>> >> > nafiesaa at kromco.co.za |
>> >>>> >> >
>> >>>> >> > *Important Notice: This e-mail may contain trade secrets or
>> >>>> >> > privileged,
>> >>>> >> > undisclosed, or otherwise confidential information.
>> >>>> >> >
>> >>>> >> > If you have received this e-mail in error, you are hereby
>> notified
>> >>>> >> > that
>> >>>> >> > any
>> >>>> >> > review, copying, or distribution of it is strictly prohibited.
>> >>>> >> >
>> >>>> >> > Please inform us immediately and destroy the original
>> transmittal.
>> >>>> >> > Thank
>> >>>> >> > you
>> >>>> >> > for your cooperation.
>> >>>> >> >
>> >>>> >> >
>> >>>> >>
>> >>>> >>
>> >>>> >>
>> >>>> >> --
>> >>>> >> Best regards, Ruslan.
>> >>>> >
>> >>>> >
>> >>>> >
>> >>>> >
>> >>>> > --
>> >>>> >
>> >>>> > Groete/Regards
>> >>>> >
>> >>>> > Nafiesa Allie
>> >>>> >
>> >>>> > Kromco (Pty) Ltd
>> >>>> >
>> >>>> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e
>> nafiesaa at kromco.co.za
>> >>>> > |
>> >>>> >
>> >>>> > *Important Notice: This e-mail may contain trade secrets or
>> >>>> > privileged,
>> >>>> > undisclosed, or otherwise confidential information.
>> >>>> >
>> >>>> > If you have received this e-mail in error, you are hereby notified
>> >>>> > that any
>> >>>> > review, copying, or distribution of it is strictly prohibited.
>> >>>> >
>> >>>> > Please inform us immediately and destroy the original transmittal.
>> >>>> > Thank you
>> >>>> > for your cooperation.
>> >>>> >
>> >>>> >
>> >>>>
>> >>>>
>> >>>>
>> >>>> --
>> >>>> Best regards, Ruslan.
>> >>>
>> >>>
>> >>>
>> >>>
>> >>> --
>> >>>
>> >>> Groete/Regards
>> >>>
>> >>> Nafiesa Allie
>> >>>
>> >>> Kromco (Pty) Ltd
>> >>>
>> >>> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za|
>> >>>
>> >>> *Important Notice: This e-mail may contain trade secrets or
>> privileged,
>> >>> undisclosed, or otherwise confidential information.
>> >>>
>> >>> If you have received this e-mail in error, you are hereby notified
>> that
>> >>> any review, copying, or distribution of it is strictly prohibited.
>> >>>
>> >>> Please inform us immediately and destroy the original transmittal.
>> Thank
>> >>> you for your cooperation.
>> >>>
>> >>>
>> >>
>> >>
>> >>
>> >> --
>> >>
>> >> Groete/Regards
>> >>
>> >> Nafiesa Allie
>> >>
>> >> Kromco (Pty) Ltd
>> >>
>> >> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za|
>> >>
>> >> *Important Notice: This e-mail may contain trade secrets or privileged,
>> >> undisclosed, or otherwise confidential information.
>> >>
>> >> If you have received this e-mail in error, you are hereby notified that
>> >> any review, copying, or distribution of it is strictly prohibited.
>> >>
>> >> Please inform us immediately and destroy the original transmittal.
>> Thank
>> >> you for your cooperation.
>> >>
>> >>
>> >
>> >
>> >
>> > --
>> >
>> > Groete/Regards
>> >
>> > Nafiesa Allie
>> >
>> > Kromco (Pty) Ltd
>> >
>> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |
>> >
>> > *Important Notice: This e-mail may contain trade secrets or privileged,
>> > undisclosed, or otherwise confidential information.
>> >
>> > If you have received this e-mail in error, you are hereby notified that
>> any
>> > review, copying, or distribution of it is strictly prohibited.
>> >
>> > Please inform us immediately and destroy the original transmittal.
>> Thank you
>> > for your cooperation.
>> >
>> >
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>
>
>
> --
>
> Groete/Regards
>
> Nafiesa Allie
>
> Kromco (Pty) Ltd
>
> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |
>
> *Important Notice: This e-mail may contain trade secrets or privileged,
> undisclosed, or otherwise confidential information.
>
> If you have received this e-mail in error, you are hereby notified that
> any review, copying, or distribution of it is strictly prohibited.
>
> Please inform us immediately and destroy the original transmittal. Thank
> you for your cooperation.
>
>


-- 

Groete/Regards

Nafiesa Allie

Kromco (Pty) Ltd

| t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |

*Important Notice: This e-mail may contain trade secrets or privileged,
undisclosed, or otherwise confidential information.

If you have received this e-mail in error, you are hereby notified that any
review, copying, or distribution of it is strictly prohibited.

Please inform us immediately and destroy the original transmittal. Thank
you for your cooperation.
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From nafiesaa at kromco.co.za  Wed Jul 11 05:17:56 2012
From: nafiesaa at kromco.co.za (Nafiesa Allie)
Date: Wed, 11 Jul 2012 11:17:56 +0200
Subject: [rt-users] RT Visual Interface Enhancements Enquiry
In-Reply-To: <CAPRr2Xzd-fu87x5c_bey_z33yFFsRC7av-z4Dq+ff9qA0LuUXA@mail.gmail.com>
References: <CAPRr2XyimYxpkQ9ywNU8X3u964T6QCcm4HvvL_uxUPVyjOQ+4Q@mail.gmail.com>
	<B3A49A3A-731E-4DD0-9D04-45A85FA83083@boksa.de>
	<4FEDEF44.50203@bestpractical.com>
	<CAPRr2Xyb_PPL2wTSKU=d=PWF20LL9BM8Pgcqge+0COWpbhROWQ@mail.gmail.com>
	<CAMOxC8tLgPscHKgZCCNjX+D-wbWEj0fzHoauHZRAy58YGUqLCA@mail.gmail.com>
	<CAPRr2Xy6c+satvTS6FvVyUUU7PqZGWNkQsZHFD8sJD3ojVBNYw@mail.gmail.com>
	<CAMOxC8v9rz=_aj7fki=FH_+00pN9QAPsN+0y4XUdqOLG75GdLA@mail.gmail.com>
	<CAPRr2Xyuh-EfE+4P709MUz3x3_AX8d_9owSGmoHCsW4FHXd3iA@mail.gmail.com>
	<CAPRr2XwLAtNJMZSOnwZidF2kWu-DpdsxtqmW4iLO_hXQdTRW0g@mail.gmail.com>
	<CAPRr2XyMNao3G5Browz04Yboqqa6hqq+9bhgQes_iHYzZmcpng@mail.gmail.com>
	<CAMOxC8vXNTjO2WH8DrLLJZ5aaYSBa87V0708HvnJXJYkQBroxQ@mail.gmail.com>
	<CAPRr2XyB84H-8yWs5wA+Yw9g2uNgO9tM1kS+az=3zsjNRtpytA@mail.gmail.com>
	<CAPRr2Xzd-fu87x5c_bey_z33yFFsRC7av-z4Dq+ff9qA0LuUXA@mail.gmail.com>
Message-ID: <CAPRr2XxBKJp-4bjaw36QgWYmS=RX-XYd8NPzWLjCk47ugx1O0A@mail.gmail.com>

Here is the error I got with my callback:
Undefined subroutine &HTML::Mason::Commands::jQuery called at
/svr/rt4/local/html/Callbacks/SLAC/Elements/Header/Head line 2.

On 11 July 2012 11:02, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:

> OK, I figured out how to get RT to incorporate the code that I put into
> the Callback for the Header, however, there is something wrong with my
> code.  Please can you give me guidance?  Remember, that in the end I want
> the dashboard panels to lie side by side, and not the panels on the RT at a
> glance screen.  Thanks.
>
> On 11 July 2012 09:35, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:
>
>> Thanks, Ruslan.
>>
>> OK, I created my callback file but now I am not sure what the code should
>> look like.
>>
>> Using your dirty variant that applies to RT at a glance
>> jQuery('table.myrt td.boxcontainer > div').detach().appendTo('table.myrt
>> > tbody > tr').wrap('<td class="boxcontainer" />');
>> and changing it to
>> jQuery('table#dashboard-26.dashboard td.boxcontainer >
>> div').detach().appendTo('table#dashboard-26.dashboard > tbody >
>> tr').wrap('<td class="boxcontainer" />');
>> it now applies to the dashboard.
>>
>> However, adding the code to my callback, does not make any difference,
>> even after rebooting the RT server, regardless whether I am using your
>> variant or my own.  I am not sure whether the problem lies in my code - see
>> printscreen attached, or elsewhere.  I would deeply appreciate some further
>> help in this and am desperate to resolve this sooner rather than later.  If
>> I am unable to master this, then some other ticketing system will be
>> enforced.
>>
>> (It feels like I am taking tiny baby-steps in resolving this problem;  I
>> wish there was a clear example that one could follow.)
>>
>> Regards
>> Nafiesa
>>
>> On 10 July 2012 20:57, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>>
>>> Hi,
>>>
>>> RT's file share/html/Elements/Header contains the following line:
>>>
>>> $m->callback( %ARGS, CallbackName => 'Head' );
>>>
>>> It's the perfect place to insert custom CSS/JS hacks.
>>>
>>> On Tue, Jul 10, 2012 at 2:51 PM, Nafiesa Allie <nafiesaa at kromco.co.za>
>>> wrote:
>>> > I think I must clarify what I am saying below:
>>> > from what I understand RT4 callbacks are defined in
>>> /rt4/share/Elements.  I
>>> > found a number of callbacks there, but not the one I am looking for,
>>> viz.
>>> > Header, so I need help to either find it or create it from scratch.
>>> >
>>> > Regards
>>> > Nafiesa
>>> >
>>> > On 10 July 2012 13:36, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:
>>> >>
>>> >> Hi Ruslan
>>> >>
>>> >> I managed to figure out how to successfully create a dirty variant,
>>> and it
>>> >> seems to do what I want.  However, I am still struggling to create the
>>> >> callback.
>>> >> " There is a callback in Header file to put any custom javascript on
>>> RT
>>> >> pages. "  - I do not find such a callback.
>>> >> I now understand the concept of a callback, but not finding the
>>> relevant
>>> >> callback does not help much.  Please could you give me some direction?
>>> >>
>>> >> Regards
>>> >> Nafiesa
>>> >>
>>> >>
>>> >> On 6 July 2012 15:21, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:
>>> >>>
>>> >>> Hi Ruslan
>>> >>>
>>> >>> Thanks so much for your swift response plus the given detail;  I am
>>> so
>>> >>> glad that it is possible!  However, I have no idea how to get to the
>>> >>> interface that will enable me to add the new code.  This is the
>>> first time I
>>> >>> am wanting to do a customization, and I do not know where to start.
>>>  How do
>>> >>> I get to the interface in your screenshot?
>>> >>>
>>> >>> Have a great weekend!
>>> >>> Nafiesa
>>> >>>
>>> >>>
>>> >>> On 5 July 2012 14:53, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>>> >>>>
>>> >>>> On Tue, Jul 3, 2012 at 9:29 AM, Nafiesa Allie <
>>> nafiesaa at kromco.co.za>
>>> >>>> wrote:
>>> >>>> > I have already created dashboards with custom searches, but my
>>> problem
>>> >>>> > lies
>>> >>>> > with the fact that I cannot get the panels to lie alongside each
>>> other
>>> >>>> > as
>>> >>>> > per my example.  RT only allows two lists/charts panels next to
>>> each
>>> >>>> > other.
>>> >>>> > How do I overcome this?
>>> >>>>
>>> >>>> With javascript:
>>> >>>>
>>> >>>> jQuery('table.myrt td.boxcontainer >
>>> >>>> div').detach().appendTo('table.myrt > tbody > tr').wrap('<td
>>> >>>> class="boxcontainer" />');
>>> >>>>
>>> >>>> Above is dirty variant, but at least it works in Chrome and
>>> >>>> demonstrates how to start. There is a callback in Header file to put
>>> >>>> any custom javascript on RT pages.
>>> >>>>
>>> >>>> >
>>> >>>> >
>>> >>>> > On 2 July 2012 21:47, Ruslan Zakirov <ruz at bestpractical.com>
>>> wrote:
>>> >>>> >>
>>> >>>> >> On Mon, Jul 2, 2012 at 12:42 PM, Nafiesa Allie
>>> >>>> >> <nafiesaa at kromco.co.za>
>>> >>>> >> wrote:
>>> >>>> >> > Great! So where do I start?  I have never fiddled with CSS or
>>> JS
>>> >>>> >> > before,
>>> >>>> >> > so
>>> >>>> >> > it will be helpful if you could direct me to a relevant
>>> example.
>>> >>>> >>
>>> >>>> >> Start from Dashboards, custom searches and see how close you can
>>> get
>>> >>>> >> to what you need.
>>> >>>> >>
>>> >>>> >>
>>> >>>> >>
>>> >>>> >> >
>>> >>>> >> > On 29 June 2012 20:09, Thomas Sibley <trs at bestpractical.com>
>>> wrote:
>>> >>>> >> >>
>>> >>>> >> >> On 06/29/2012 10:57 AM, Benjamin Boksa wrote:
>>> >>>> >> >> > I am sure this can be done using RT4 by writing a custom
>>> page -
>>> >>>> >> >> > but I
>>> >>>> >> >> > honestly do not know how?
>>> >>>> >> >>
>>> >>>> >> >> Learning the basics of how to create your own page in RT will
>>> >>>> >> >> probably
>>> >>>> >> >> be faster and more efficient than trying to use the REST
>>> interface
>>> >>>> >> >> to
>>> >>>> >> >> get all the data and interaction you want.
>>> >>>> >> >>
>>> >>>> >> >> You can probably do most of what you want with a standard
>>> >>>> >> >> dashboard and
>>> >>>> >> >> a bunch of custom CSS and JS that targets it to rearrange as
>>> >>>> >> >> necessary.
>>> >>>> >> >
>>> >>>> >> >
>>> >>>> >> >
>>> >>>> >> >
>>> >>>> >> > --
>>> >>>> >> >
>>> >>>> >> > Groete/Regards
>>> >>>> >> >
>>> >>>> >> > Nafiesa Allie
>>> >>>> >> >
>>> >>>> >> > Kromco (Pty) Ltd
>>> >>>> >> >
>>> >>>> >> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e
>>> >>>> >> > nafiesaa at kromco.co.za |
>>> >>>> >> >
>>> >>>> >> > *Important Notice: This e-mail may contain trade secrets or
>>> >>>> >> > privileged,
>>> >>>> >> > undisclosed, or otherwise confidential information.
>>> >>>> >> >
>>> >>>> >> > If you have received this e-mail in error, you are hereby
>>> notified
>>> >>>> >> > that
>>> >>>> >> > any
>>> >>>> >> > review, copying, or distribution of it is strictly prohibited.
>>> >>>> >> >
>>> >>>> >> > Please inform us immediately and destroy the original
>>> transmittal.
>>> >>>> >> > Thank
>>> >>>> >> > you
>>> >>>> >> > for your cooperation.
>>> >>>> >> >
>>> >>>> >> >
>>> >>>> >>
>>> >>>> >>
>>> >>>> >>
>>> >>>> >> --
>>> >>>> >> Best regards, Ruslan.
>>> >>>> >
>>> >>>> >
>>> >>>> >
>>> >>>> >
>>> >>>> > --
>>> >>>> >
>>> >>>> > Groete/Regards
>>> >>>> >
>>> >>>> > Nafiesa Allie
>>> >>>> >
>>> >>>> > Kromco (Pty) Ltd
>>> >>>> >
>>> >>>> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e
>>> nafiesaa at kromco.co.za
>>> >>>> > |
>>> >>>> >
>>> >>>> > *Important Notice: This e-mail may contain trade secrets or
>>> >>>> > privileged,
>>> >>>> > undisclosed, or otherwise confidential information.
>>> >>>> >
>>> >>>> > If you have received this e-mail in error, you are hereby notified
>>> >>>> > that any
>>> >>>> > review, copying, or distribution of it is strictly prohibited.
>>> >>>> >
>>> >>>> > Please inform us immediately and destroy the original transmittal.
>>> >>>> > Thank you
>>> >>>> > for your cooperation.
>>> >>>> >
>>> >>>> >
>>> >>>>
>>> >>>>
>>> >>>>
>>> >>>> --
>>> >>>> Best regards, Ruslan.
>>> >>>
>>> >>>
>>> >>>
>>> >>>
>>> >>> --
>>> >>>
>>> >>> Groete/Regards
>>> >>>
>>> >>> Nafiesa Allie
>>> >>>
>>> >>> Kromco (Pty) Ltd
>>> >>>
>>> >>> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e
>>> nafiesaa at kromco.co.za |
>>> >>>
>>> >>> *Important Notice: This e-mail may contain trade secrets or
>>> privileged,
>>> >>> undisclosed, or otherwise confidential information.
>>> >>>
>>> >>> If you have received this e-mail in error, you are hereby notified
>>> that
>>> >>> any review, copying, or distribution of it is strictly prohibited.
>>> >>>
>>> >>> Please inform us immediately and destroy the original transmittal.
>>> Thank
>>> >>> you for your cooperation.
>>> >>>
>>> >>>
>>> >>
>>> >>
>>> >>
>>> >> --
>>> >>
>>> >> Groete/Regards
>>> >>
>>> >> Nafiesa Allie
>>> >>
>>> >> Kromco (Pty) Ltd
>>> >>
>>> >> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za|
>>> >>
>>> >> *Important Notice: This e-mail may contain trade secrets or
>>> privileged,
>>> >> undisclosed, or otherwise confidential information.
>>> >>
>>> >> If you have received this e-mail in error, you are hereby notified
>>> that
>>> >> any review, copying, or distribution of it is strictly prohibited.
>>> >>
>>> >> Please inform us immediately and destroy the original transmittal.
>>> Thank
>>> >> you for your cooperation.
>>> >>
>>> >>
>>> >
>>> >
>>> >
>>> > --
>>> >
>>> > Groete/Regards
>>> >
>>> > Nafiesa Allie
>>> >
>>> > Kromco (Pty) Ltd
>>> >
>>> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za|
>>> >
>>> > *Important Notice: This e-mail may contain trade secrets or privileged,
>>> > undisclosed, or otherwise confidential information.
>>> >
>>> > If you have received this e-mail in error, you are hereby notified
>>> that any
>>> > review, copying, or distribution of it is strictly prohibited.
>>> >
>>> > Please inform us immediately and destroy the original transmittal.
>>> Thank you
>>> > for your cooperation.
>>> >
>>> >
>>>
>>>
>>>
>>> --
>>> Best regards, Ruslan.
>>>
>>
>>
>>
>> --
>>
>> Groete/Regards
>>
>> Nafiesa Allie
>>
>> Kromco (Pty) Ltd
>>
>> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |
>>
>> *Important Notice: This e-mail may contain trade secrets or privileged,
>> undisclosed, or otherwise confidential information.
>>
>> If you have received this e-mail in error, you are hereby notified that
>> any review, copying, or distribution of it is strictly prohibited.
>>
>> Please inform us immediately and destroy the original transmittal. Thank
>> you for your cooperation.
>>
>>
>
>
> --
>
> Groete/Regards
>
> Nafiesa Allie
>
> Kromco (Pty) Ltd
>
> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |
>
> *Important Notice: This e-mail may contain trade secrets or privileged,
> undisclosed, or otherwise confidential information.
>
> If you have received this e-mail in error, you are hereby notified that
> any review, copying, or distribution of it is strictly prohibited.
>
> Please inform us immediately and destroy the original transmittal. Thank
> you for your cooperation.
>
>


-- 

Groete/Regards

Nafiesa Allie

Kromco (Pty) Ltd

| t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |

*Important Notice: This e-mail may contain trade secrets or privileged,
undisclosed, or otherwise confidential information.

If you have received this e-mail in error, you are hereby notified that any
review, copying, or distribution of it is strictly prohibited.

Please inform us immediately and destroy the original transmittal. Thank
you for your cooperation.
-------------- next part --------------
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From ruz at bestpractical.com  Wed Jul 11 07:04:10 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 11 Jul 2012 14:04:10 +0300
Subject: [rt-users] RT Visual Interface Enhancements Enquiry
In-Reply-To: <CAPRr2XxBKJp-4bjaw36QgWYmS=RX-XYd8NPzWLjCk47ugx1O0A@mail.gmail.com>
References: <CAPRr2XyimYxpkQ9ywNU8X3u964T6QCcm4HvvL_uxUPVyjOQ+4Q@mail.gmail.com>
	<B3A49A3A-731E-4DD0-9D04-45A85FA83083@boksa.de>
	<4FEDEF44.50203@bestpractical.com>
	<CAPRr2Xyb_PPL2wTSKU=d=PWF20LL9BM8Pgcqge+0COWpbhROWQ@mail.gmail.com>
	<CAMOxC8tLgPscHKgZCCNjX+D-wbWEj0fzHoauHZRAy58YGUqLCA@mail.gmail.com>
	<CAPRr2Xy6c+satvTS6FvVyUUU7PqZGWNkQsZHFD8sJD3ojVBNYw@mail.gmail.com>
	<CAMOxC8v9rz=_aj7fki=FH_+00pN9QAPsN+0y4XUdqOLG75GdLA@mail.gmail.com>
	<CAPRr2Xyuh-EfE+4P709MUz3x3_AX8d_9owSGmoHCsW4FHXd3iA@mail.gmail.com>
	<CAPRr2XwLAtNJMZSOnwZidF2kWu-DpdsxtqmW4iLO_hXQdTRW0g@mail.gmail.com>
	<CAPRr2XyMNao3G5Browz04Yboqqa6hqq+9bhgQes_iHYzZmcpng@mail.gmail.com>
	<CAMOxC8vXNTjO2WH8DrLLJZ5aaYSBa87V0708HvnJXJYkQBroxQ@mail.gmail.com>
	<CAPRr2XyB84H-8yWs5wA+Yw9g2uNgO9tM1kS+az=3zsjNRtpytA@mail.gmail.com>
	<CAPRr2Xzd-fu87x5c_bey_z33yFFsRC7av-z4Dq+ff9qA0LuUXA@mail.gmail.com>
	<CAPRr2XxBKJp-4bjaw36QgWYmS=RX-XYd8NPzWLjCk47ugx1O0A@mail.gmail.com>
Message-ID: <CAMOxC8vfda7SOY7AjXRCoQKcPp5grKms4f4kxGOrczDtzm6n9A@mail.gmail.com>

On Wed, Jul 11, 2012 at 12:17 PM, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:
> Here is the error I got with my callback:
> Undefined subroutine &HTML::Mason::Commands::jQuery called at
> /svr/rt4/local/html/Callbacks/SLAC/Elements/Header/Head line 2.


Do you expect us to guess what in the file?


>
>
> On 11 July 2012 11:02, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:
>>
>> OK, I figured out how to get RT to incorporate the code that I put into
>> the Callback for the Header, however, there is something wrong with my code.
>> Please can you give me guidance?  Remember, that in the end I want the
>> dashboard panels to lie side by side, and not the panels on the RT at a
>> glance screen.  Thanks.
>>
>> On 11 July 2012 09:35, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:
>>>
>>> Thanks, Ruslan.
>>>
>>> OK, I created my callback file but now I am not sure what the code should
>>> look like.
>>>
>>> Using your dirty variant that applies to RT at a glance
>>> jQuery('table.myrt td.boxcontainer > div').detach().appendTo('table.myrt
>>> > tbody > tr').wrap('<td class="boxcontainer" />');
>>> and changing it to
>>> jQuery('table#dashboard-26.dashboard td.boxcontainer >
>>> div').detach().appendTo('table#dashboard-26.dashboard > tbody >
>>> tr').wrap('<td class="boxcontainer" />');
>>> it now applies to the dashboard.
>>>
>>> However, adding the code to my callback, does not make any difference,
>>> even after rebooting the RT server, regardless whether I am using your
>>> variant or my own.  I am not sure whether the problem lies in my code - see
>>> printscreen attached, or elsewhere.  I would deeply appreciate some further
>>> help in this and am desperate to resolve this sooner rather than later.  If
>>> I am unable to master this, then some other ticketing system will be
>>> enforced.
>>>
>>> (It feels like I am taking tiny baby-steps in resolving this problem;  I
>>> wish there was a clear example that one could follow.)
>>>
>>> Regards
>>> Nafiesa
>>>
>>> On 10 July 2012 20:57, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>>>>
>>>> Hi,
>>>>
>>>> RT's file share/html/Elements/Header contains the following line:
>>>>
>>>> $m->callback( %ARGS, CallbackName => 'Head' );
>>>>
>>>> It's the perfect place to insert custom CSS/JS hacks.
>>>>
>>>> On Tue, Jul 10, 2012 at 2:51 PM, Nafiesa Allie <nafiesaa at kromco.co.za>
>>>> wrote:
>>>> > I think I must clarify what I am saying below:
>>>> > from what I understand RT4 callbacks are defined in
>>>> > /rt4/share/Elements.  I
>>>> > found a number of callbacks there, but not the one I am looking for,
>>>> > viz.
>>>> > Header, so I need help to either find it or create it from scratch.
>>>> >
>>>> > Regards
>>>> > Nafiesa
>>>> >
>>>> > On 10 July 2012 13:36, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:
>>>> >>
>>>> >> Hi Ruslan
>>>> >>
>>>> >> I managed to figure out how to successfully create a dirty variant,
>>>> >> and it
>>>> >> seems to do what I want.  However, I am still struggling to create
>>>> >> the
>>>> >> callback.
>>>> >> " There is a callback in Header file to put any custom javascript on
>>>> >> RT
>>>> >> pages. "  - I do not find such a callback.
>>>> >> I now understand the concept of a callback, but not finding the
>>>> >> relevant
>>>> >> callback does not help much.  Please could you give me some
>>>> >> direction?
>>>> >>
>>>> >> Regards
>>>> >> Nafiesa
>>>> >>
>>>> >>
>>>> >> On 6 July 2012 15:21, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:
>>>> >>>
>>>> >>> Hi Ruslan
>>>> >>>
>>>> >>> Thanks so much for your swift response plus the given detail;  I am
>>>> >>> so
>>>> >>> glad that it is possible!  However, I have no idea how to get to the
>>>> >>> interface that will enable me to add the new code.  This is the
>>>> >>> first time I
>>>> >>> am wanting to do a customization, and I do not know where to start.
>>>> >>> How do
>>>> >>> I get to the interface in your screenshot?
>>>> >>>
>>>> >>> Have a great weekend!
>>>> >>> Nafiesa
>>>> >>>
>>>> >>>
>>>> >>> On 5 July 2012 14:53, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>>>> >>>>
>>>> >>>> On Tue, Jul 3, 2012 at 9:29 AM, Nafiesa Allie
>>>> >>>> <nafiesaa at kromco.co.za>
>>>> >>>> wrote:
>>>> >>>> > I have already created dashboards with custom searches, but my
>>>> >>>> > problem
>>>> >>>> > lies
>>>> >>>> > with the fact that I cannot get the panels to lie alongside each
>>>> >>>> > other
>>>> >>>> > as
>>>> >>>> > per my example.  RT only allows two lists/charts panels next to
>>>> >>>> > each
>>>> >>>> > other.
>>>> >>>> > How do I overcome this?
>>>> >>>>
>>>> >>>> With javascript:
>>>> >>>>
>>>> >>>> jQuery('table.myrt td.boxcontainer >
>>>> >>>> div').detach().appendTo('table.myrt > tbody > tr').wrap('<td
>>>> >>>> class="boxcontainer" />');
>>>> >>>>
>>>> >>>> Above is dirty variant, but at least it works in Chrome and
>>>> >>>> demonstrates how to start. There is a callback in Header file to
>>>> >>>> put
>>>> >>>> any custom javascript on RT pages.
>>>> >>>>
>>>> >>>> >
>>>> >>>> >
>>>> >>>> > On 2 July 2012 21:47, Ruslan Zakirov <ruz at bestpractical.com>
>>>> >>>> > wrote:
>>>> >>>> >>
>>>> >>>> >> On Mon, Jul 2, 2012 at 12:42 PM, Nafiesa Allie
>>>> >>>> >> <nafiesaa at kromco.co.za>
>>>> >>>> >> wrote:
>>>> >>>> >> > Great! So where do I start?  I have never fiddled with CSS or
>>>> >>>> >> > JS
>>>> >>>> >> > before,
>>>> >>>> >> > so
>>>> >>>> >> > it will be helpful if you could direct me to a relevant
>>>> >>>> >> > example.
>>>> >>>> >>
>>>> >>>> >> Start from Dashboards, custom searches and see how close you can
>>>> >>>> >> get
>>>> >>>> >> to what you need.
>>>> >>>> >>
>>>> >>>> >>
>>>> >>>> >>
>>>> >>>> >> >
>>>> >>>> >> > On 29 June 2012 20:09, Thomas Sibley <trs at bestpractical.com>
>>>> >>>> >> > wrote:
>>>> >>>> >> >>
>>>> >>>> >> >> On 06/29/2012 10:57 AM, Benjamin Boksa wrote:
>>>> >>>> >> >> > I am sure this can be done using RT4 by writing a custom
>>>> >>>> >> >> > page -
>>>> >>>> >> >> > but I
>>>> >>>> >> >> > honestly do not know how?
>>>> >>>> >> >>
>>>> >>>> >> >> Learning the basics of how to create your own page in RT will
>>>> >>>> >> >> probably
>>>> >>>> >> >> be faster and more efficient than trying to use the REST
>>>> >>>> >> >> interface
>>>> >>>> >> >> to
>>>> >>>> >> >> get all the data and interaction you want.
>>>> >>>> >> >>
>>>> >>>> >> >> You can probably do most of what you want with a standard
>>>> >>>> >> >> dashboard and
>>>> >>>> >> >> a bunch of custom CSS and JS that targets it to rearrange as
>>>> >>>> >> >> necessary.
>>>> >>>> >> >
>>>> >>>> >> >
>>>> >>>> >> >
>>>> >>>> >> >
>>>> >>>> >> > --
>>>> >>>> >> >
>>>> >>>> >> > Groete/Regards
>>>> >>>> >> >
>>>> >>>> >> > Nafiesa Allie
>>>> >>>> >> >
>>>> >>>> >> > Kromco (Pty) Ltd
>>>> >>>> >> >
>>>> >>>> >> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e
>>>> >>>> >> > nafiesaa at kromco.co.za |
>>>> >>>> >> >
>>>> >>>> >> > *Important Notice: This e-mail may contain trade secrets or
>>>> >>>> >> > privileged,
>>>> >>>> >> > undisclosed, or otherwise confidential information.
>>>> >>>> >> >
>>>> >>>> >> > If you have received this e-mail in error, you are hereby
>>>> >>>> >> > notified
>>>> >>>> >> > that
>>>> >>>> >> > any
>>>> >>>> >> > review, copying, or distribution of it is strictly prohibited.
>>>> >>>> >> >
>>>> >>>> >> > Please inform us immediately and destroy the original
>>>> >>>> >> > transmittal.
>>>> >>>> >> > Thank
>>>> >>>> >> > you
>>>> >>>> >> > for your cooperation.
>>>> >>>> >> >
>>>> >>>> >> >
>>>> >>>> >>
>>>> >>>> >>
>>>> >>>> >>
>>>> >>>> >> --
>>>> >>>> >> Best regards, Ruslan.
>>>> >>>> >
>>>> >>>> >
>>>> >>>> >
>>>> >>>> >
>>>> >>>> > --
>>>> >>>> >
>>>> >>>> > Groete/Regards
>>>> >>>> >
>>>> >>>> > Nafiesa Allie
>>>> >>>> >
>>>> >>>> > Kromco (Pty) Ltd
>>>> >>>> >
>>>> >>>> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e
>>>> >>>> > nafiesaa at kromco.co.za
>>>> >>>> > |
>>>> >>>> >
>>>> >>>> > *Important Notice: This e-mail may contain trade secrets or
>>>> >>>> > privileged,
>>>> >>>> > undisclosed, or otherwise confidential information.
>>>> >>>> >
>>>> >>>> > If you have received this e-mail in error, you are hereby
>>>> >>>> > notified
>>>> >>>> > that any
>>>> >>>> > review, copying, or distribution of it is strictly prohibited.
>>>> >>>> >
>>>> >>>> > Please inform us immediately and destroy the original
>>>> >>>> > transmittal.
>>>> >>>> > Thank you
>>>> >>>> > for your cooperation.
>>>> >>>> >
>>>> >>>> >
>>>> >>>>
>>>> >>>>
>>>> >>>>
>>>> >>>> --
>>>> >>>> Best regards, Ruslan.
>>>> >>>
>>>> >>>
>>>> >>>
>>>> >>>
>>>> >>> --
>>>> >>>
>>>> >>> Groete/Regards
>>>> >>>
>>>> >>> Nafiesa Allie
>>>> >>>
>>>> >>> Kromco (Pty) Ltd
>>>> >>>
>>>> >>> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e
>>>> >>> nafiesaa at kromco.co.za |
>>>> >>>
>>>> >>> *Important Notice: This e-mail may contain trade secrets or
>>>> >>> privileged,
>>>> >>> undisclosed, or otherwise confidential information.
>>>> >>>
>>>> >>> If you have received this e-mail in error, you are hereby notified
>>>> >>> that
>>>> >>> any review, copying, or distribution of it is strictly prohibited.
>>>> >>>
>>>> >>> Please inform us immediately and destroy the original transmittal.
>>>> >>> Thank
>>>> >>> you for your cooperation.
>>>> >>>
>>>> >>>
>>>> >>
>>>> >>
>>>> >>
>>>> >> --
>>>> >>
>>>> >> Groete/Regards
>>>> >>
>>>> >> Nafiesa Allie
>>>> >>
>>>> >> Kromco (Pty) Ltd
>>>> >>
>>>> >> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za
>>>> >> |
>>>> >>
>>>> >> *Important Notice: This e-mail may contain trade secrets or
>>>> >> privileged,
>>>> >> undisclosed, or otherwise confidential information.
>>>> >>
>>>> >> If you have received this e-mail in error, you are hereby notified
>>>> >> that
>>>> >> any review, copying, or distribution of it is strictly prohibited.
>>>> >>
>>>> >> Please inform us immediately and destroy the original transmittal.
>>>> >> Thank
>>>> >> you for your cooperation.
>>>> >>
>>>> >>
>>>> >
>>>> >
>>>> >
>>>> > --
>>>> >
>>>> > Groete/Regards
>>>> >
>>>> > Nafiesa Allie
>>>> >
>>>> > Kromco (Pty) Ltd
>>>> >
>>>> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za
>>>> > |
>>>> >
>>>> > *Important Notice: This e-mail may contain trade secrets or
>>>> > privileged,
>>>> > undisclosed, or otherwise confidential information.
>>>> >
>>>> > If you have received this e-mail in error, you are hereby notified
>>>> > that any
>>>> > review, copying, or distribution of it is strictly prohibited.
>>>> >
>>>> > Please inform us immediately and destroy the original transmittal.
>>>> > Thank you
>>>> > for your cooperation.
>>>> >
>>>> >
>>>>
>>>>
>>>>
>>>> --
>>>> Best regards, Ruslan.
>>>
>>>
>>>
>>>
>>> --
>>>
>>> Groete/Regards
>>>
>>> Nafiesa Allie
>>>
>>> Kromco (Pty) Ltd
>>>
>>> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |
>>>
>>> *Important Notice: This e-mail may contain trade secrets or privileged,
>>> undisclosed, or otherwise confidential information.
>>>
>>> If you have received this e-mail in error, you are hereby notified that
>>> any review, copying, or distribution of it is strictly prohibited.
>>>
>>> Please inform us immediately and destroy the original transmittal. Thank
>>> you for your cooperation.
>>>
>>>
>>
>>
>>
>> --
>>
>> Groete/Regards
>>
>> Nafiesa Allie
>>
>> Kromco (Pty) Ltd
>>
>> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |
>>
>> *Important Notice: This e-mail may contain trade secrets or privileged,
>> undisclosed, or otherwise confidential information.
>>
>> If you have received this e-mail in error, you are hereby notified that
>> any review, copying, or distribution of it is strictly prohibited.
>>
>> Please inform us immediately and destroy the original transmittal. Thank
>> you for your cooperation.
>>
>>
>
>
>
> --
>
> Groete/Regards
>
> Nafiesa Allie
>
> Kromco (Pty) Ltd
>
> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |
>
> *Important Notice: This e-mail may contain trade secrets or privileged,
> undisclosed, or otherwise confidential information.
>
> If you have received this e-mail in error, you are hereby notified that any
> review, copying, or distribution of it is strictly prohibited.
>
> Please inform us immediately and destroy the original transmittal. Thank you
> for your cooperation.
>
>



-- 
Best regards, Ruslan.


From nafiesaa at kromco.co.za  Wed Jul 11 08:19:47 2012
From: nafiesaa at kromco.co.za (Nafiesa Allie)
Date: Wed, 11 Jul 2012 14:19:47 +0200
Subject: [rt-users] RT Visual Interface Enhancements Enquiry
In-Reply-To: <CAMOxC8vfda7SOY7AjXRCoQKcPp5grKms4f4kxGOrczDtzm6n9A@mail.gmail.com>
References: <CAPRr2XyimYxpkQ9ywNU8X3u964T6QCcm4HvvL_uxUPVyjOQ+4Q@mail.gmail.com>
	<B3A49A3A-731E-4DD0-9D04-45A85FA83083@boksa.de>
	<4FEDEF44.50203@bestpractical.com>
	<CAPRr2Xyb_PPL2wTSKU=d=PWF20LL9BM8Pgcqge+0COWpbhROWQ@mail.gmail.com>
	<CAMOxC8tLgPscHKgZCCNjX+D-wbWEj0fzHoauHZRAy58YGUqLCA@mail.gmail.com>
	<CAPRr2Xy6c+satvTS6FvVyUUU7PqZGWNkQsZHFD8sJD3ojVBNYw@mail.gmail.com>
	<CAMOxC8v9rz=_aj7fki=FH_+00pN9QAPsN+0y4XUdqOLG75GdLA@mail.gmail.com>
	<CAPRr2Xyuh-EfE+4P709MUz3x3_AX8d_9owSGmoHCsW4FHXd3iA@mail.gmail.com>
	<CAPRr2XwLAtNJMZSOnwZidF2kWu-DpdsxtqmW4iLO_hXQdTRW0g@mail.gmail.com>
	<CAPRr2XyMNao3G5Browz04Yboqqa6hqq+9bhgQes_iHYzZmcpng@mail.gmail.com>
	<CAMOxC8vXNTjO2WH8DrLLJZ5aaYSBa87V0708HvnJXJYkQBroxQ@mail.gmail.com>
	<CAPRr2XyB84H-8yWs5wA+Yw9g2uNgO9tM1kS+az=3zsjNRtpytA@mail.gmail.com>
	<CAPRr2Xzd-fu87x5c_bey_z33yFFsRC7av-z4Dq+ff9qA0LuUXA@mail.gmail.com>
	<CAPRr2XxBKJp-4bjaw36QgWYmS=RX-XYd8NPzWLjCk47ugx1O0A@mail.gmail.com>
	<CAMOxC8vfda7SOY7AjXRCoQKcPp5grKms4f4kxGOrczDtzm6n9A@mail.gmail.com>
Message-ID: <CAPRr2Xwv1PPJo3pEwWmbizLySt7XqQgvwbxY9cP=_R9XH1je_g@mail.gmail.com>

Did you not get my mail with the attachment?

Ok, I will put it in writing:  the file that I created is
/svr/rt4/local/html/Callbacks/SLAC/Elements/Header/Head and its contents is:

<%INIT>
jQuery('table.myrt td.boxcontainer > div').detach().appendTo('table.myrt >
tbody > tr').wrap('<td class="boxcontainer" />');
</%INIT>
<%ARGS>
</%ARGS>

Please bear in mind that I have never programmed in Java/Jquery or HTML
before.

Regards
Nafiesa


On 11 July 2012 13:04, Ruslan Zakirov <ruz at bestpractical.com> wrote:

> On Wed, Jul 11, 2012 at 12:17 PM, Nafiesa Allie <nafiesaa at kromco.co.za>
> wrote:
> > Here is the error I got with my callback:
> > Undefined subroutine &HTML::Mason::Commands::jQuery called at
> > /svr/rt4/local/html/Callbacks/SLAC/Elements/Header/Head line 2.
>
>
> Do you expect us to guess what in the file?
>
>
> >
> >
> > On 11 July 2012 11:02, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:
> >>
> >> OK, I figured out how to get RT to incorporate the code that I put into
> >> the Callback for the Header, however, there is something wrong with my
> code.
> >> Please can you give me guidance?  Remember, that in the end I want the
> >> dashboard panels to lie side by side, and not the panels on the RT at a
> >> glance screen.  Thanks.
> >>
> >> On 11 July 2012 09:35, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:
> >>>
> >>> Thanks, Ruslan.
> >>>
> >>> OK, I created my callback file but now I am not sure what the code
> should
> >>> look like.
> >>>
> >>> Using your dirty variant that applies to RT at a glance
> >>> jQuery('table.myrt td.boxcontainer >
> div').detach().appendTo('table.myrt
> >>> > tbody > tr').wrap('<td class="boxcontainer" />');
> >>> and changing it to
> >>> jQuery('table#dashboard-26.dashboard td.boxcontainer >
> >>> div').detach().appendTo('table#dashboard-26.dashboard > tbody >
> >>> tr').wrap('<td class="boxcontainer" />');
> >>> it now applies to the dashboard.
> >>>
> >>> However, adding the code to my callback, does not make any difference,
> >>> even after rebooting the RT server, regardless whether I am using your
> >>> variant or my own.  I am not sure whether the problem lies in my code
> - see
> >>> printscreen attached, or elsewhere.  I would deeply appreciate some
> further
> >>> help in this and am desperate to resolve this sooner rather than
> later.  If
> >>> I am unable to master this, then some other ticketing system will be
> >>> enforced.
> >>>
> >>> (It feels like I am taking tiny baby-steps in resolving this problem;
>  I
> >>> wish there was a clear example that one could follow.)
> >>>
> >>> Regards
> >>> Nafiesa
> >>>
> >>> On 10 July 2012 20:57, Ruslan Zakirov <ruz at bestpractical.com> wrote:
> >>>>
> >>>> Hi,
> >>>>
> >>>> RT's file share/html/Elements/Header contains the following line:
> >>>>
> >>>> $m->callback( %ARGS, CallbackName => 'Head' );
> >>>>
> >>>> It's the perfect place to insert custom CSS/JS hacks.
> >>>>
> >>>> On Tue, Jul 10, 2012 at 2:51 PM, Nafiesa Allie <nafiesaa at kromco.co.za
> >
> >>>> wrote:
> >>>> > I think I must clarify what I am saying below:
> >>>> > from what I understand RT4 callbacks are defined in
> >>>> > /rt4/share/Elements.  I
> >>>> > found a number of callbacks there, but not the one I am looking for,
> >>>> > viz.
> >>>> > Header, so I need help to either find it or create it from scratch.
> >>>> >
> >>>> > Regards
> >>>> > Nafiesa
> >>>> >
> >>>> > On 10 July 2012 13:36, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:
> >>>> >>
> >>>> >> Hi Ruslan
> >>>> >>
> >>>> >> I managed to figure out how to successfully create a dirty variant,
> >>>> >> and it
> >>>> >> seems to do what I want.  However, I am still struggling to create
> >>>> >> the
> >>>> >> callback.
> >>>> >> " There is a callback in Header file to put any custom javascript
> on
> >>>> >> RT
> >>>> >> pages. "  - I do not find such a callback.
> >>>> >> I now understand the concept of a callback, but not finding the
> >>>> >> relevant
> >>>> >> callback does not help much.  Please could you give me some
> >>>> >> direction?
> >>>> >>
> >>>> >> Regards
> >>>> >> Nafiesa
> >>>> >>
> >>>> >>
> >>>> >> On 6 July 2012 15:21, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:
> >>>> >>>
> >>>> >>> Hi Ruslan
> >>>> >>>
> >>>> >>> Thanks so much for your swift response plus the given detail;  I
> am
> >>>> >>> so
> >>>> >>> glad that it is possible!  However, I have no idea how to get to
> the
> >>>> >>> interface that will enable me to add the new code.  This is the
> >>>> >>> first time I
> >>>> >>> am wanting to do a customization, and I do not know where to
> start.
> >>>> >>> How do
> >>>> >>> I get to the interface in your screenshot?
> >>>> >>>
> >>>> >>> Have a great weekend!
> >>>> >>> Nafiesa
> >>>> >>>
> >>>> >>>
> >>>> >>> On 5 July 2012 14:53, Ruslan Zakirov <ruz at bestpractical.com>
> wrote:
> >>>> >>>>
> >>>> >>>> On Tue, Jul 3, 2012 at 9:29 AM, Nafiesa Allie
> >>>> >>>> <nafiesaa at kromco.co.za>
> >>>> >>>> wrote:
> >>>> >>>> > I have already created dashboards with custom searches, but my
> >>>> >>>> > problem
> >>>> >>>> > lies
> >>>> >>>> > with the fact that I cannot get the panels to lie alongside
> each
> >>>> >>>> > other
> >>>> >>>> > as
> >>>> >>>> > per my example.  RT only allows two lists/charts panels next to
> >>>> >>>> > each
> >>>> >>>> > other.
> >>>> >>>> > How do I overcome this?
> >>>> >>>>
> >>>> >>>> With javascript:
> >>>> >>>>
> >>>> >>>> jQuery('table.myrt td.boxcontainer >
> >>>> >>>> div').detach().appendTo('table.myrt > tbody > tr').wrap('<td
> >>>> >>>> class="boxcontainer" />');
> >>>> >>>>
> >>>> >>>> Above is dirty variant, but at least it works in Chrome and
> >>>> >>>> demonstrates how to start. There is a callback in Header file to
> >>>> >>>> put
> >>>> >>>> any custom javascript on RT pages.
> >>>> >>>>
> >>>> >>>> >
> >>>> >>>> >
> >>>> >>>> > On 2 July 2012 21:47, Ruslan Zakirov <ruz at bestpractical.com>
> >>>> >>>> > wrote:
> >>>> >>>> >>
> >>>> >>>> >> On Mon, Jul 2, 2012 at 12:42 PM, Nafiesa Allie
> >>>> >>>> >> <nafiesaa at kromco.co.za>
> >>>> >>>> >> wrote:
> >>>> >>>> >> > Great! So where do I start?  I have never fiddled with CSS
> or
> >>>> >>>> >> > JS
> >>>> >>>> >> > before,
> >>>> >>>> >> > so
> >>>> >>>> >> > it will be helpful if you could direct me to a relevant
> >>>> >>>> >> > example.
> >>>> >>>> >>
> >>>> >>>> >> Start from Dashboards, custom searches and see how close you
> can
> >>>> >>>> >> get
> >>>> >>>> >> to what you need.
> >>>> >>>> >>
> >>>> >>>> >>
> >>>> >>>> >>
> >>>> >>>> >> >
> >>>> >>>> >> > On 29 June 2012 20:09, Thomas Sibley <trs at bestpractical.com
> >
> >>>> >>>> >> > wrote:
> >>>> >>>> >> >>
> >>>> >>>> >> >> On 06/29/2012 10:57 AM, Benjamin Boksa wrote:
> >>>> >>>> >> >> > I am sure this can be done using RT4 by writing a custom
> >>>> >>>> >> >> > page -
> >>>> >>>> >> >> > but I
> >>>> >>>> >> >> > honestly do not know how?
> >>>> >>>> >> >>
> >>>> >>>> >> >> Learning the basics of how to create your own page in RT
> will
> >>>> >>>> >> >> probably
> >>>> >>>> >> >> be faster and more efficient than trying to use the REST
> >>>> >>>> >> >> interface
> >>>> >>>> >> >> to
> >>>> >>>> >> >> get all the data and interaction you want.
> >>>> >>>> >> >>
> >>>> >>>> >> >> You can probably do most of what you want with a standard
> >>>> >>>> >> >> dashboard and
> >>>> >>>> >> >> a bunch of custom CSS and JS that targets it to rearrange
> as
> >>>> >>>> >> >> necessary.
> >>>> >>>> >> >
> >>>> >>>> >> >
> >>>> >>>> >> >
> >>>> >>>> >> >
> >>>> >>>> >> > --
> >>>> >>>> >> >
> >>>> >>>> >> > Groete/Regards
> >>>> >>>> >> >
> >>>> >>>> >> > Nafiesa Allie
> >>>> >>>> >> >
> >>>> >>>> >> > Kromco (Pty) Ltd
> >>>> >>>> >> >
> >>>> >>>> >> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e
> >>>> >>>> >> > nafiesaa at kromco.co.za |
> >>>> >>>> >> >
> >>>> >>>> >> > *Important Notice: This e-mail may contain trade secrets or
> >>>> >>>> >> > privileged,
> >>>> >>>> >> > undisclosed, or otherwise confidential information.
> >>>> >>>> >> >
> >>>> >>>> >> > If you have received this e-mail in error, you are hereby
> >>>> >>>> >> > notified
> >>>> >>>> >> > that
> >>>> >>>> >> > any
> >>>> >>>> >> > review, copying, or distribution of it is strictly
> prohibited.
> >>>> >>>> >> >
> >>>> >>>> >> > Please inform us immediately and destroy the original
> >>>> >>>> >> > transmittal.
> >>>> >>>> >> > Thank
> >>>> >>>> >> > you
> >>>> >>>> >> > for your cooperation.
> >>>> >>>> >> >
> >>>> >>>> >> >
> >>>> >>>> >>
> >>>> >>>> >>
> >>>> >>>> >>
> >>>> >>>> >> --
> >>>> >>>> >> Best regards, Ruslan.
> >>>> >>>> >
> >>>> >>>> >
> >>>> >>>> >
> >>>> >>>> >
> >>>> >>>> > --
> >>>> >>>> >
> >>>> >>>> > Groete/Regards
> >>>> >>>> >
> >>>> >>>> > Nafiesa Allie
> >>>> >>>> >
> >>>> >>>> > Kromco (Pty) Ltd
> >>>> >>>> >
> >>>> >>>> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e
> >>>> >>>> > nafiesaa at kromco.co.za
> >>>> >>>> > |
> >>>> >>>> >
> >>>> >>>> > *Important Notice: This e-mail may contain trade secrets or
> >>>> >>>> > privileged,
> >>>> >>>> > undisclosed, or otherwise confidential information.
> >>>> >>>> >
> >>>> >>>> > If you have received this e-mail in error, you are hereby
> >>>> >>>> > notified
> >>>> >>>> > that any
> >>>> >>>> > review, copying, or distribution of it is strictly prohibited.
> >>>> >>>> >
> >>>> >>>> > Please inform us immediately and destroy the original
> >>>> >>>> > transmittal.
> >>>> >>>> > Thank you
> >>>> >>>> > for your cooperation.
> >>>> >>>> >
> >>>> >>>> >
> >>>> >>>>
> >>>> >>>>
> >>>> >>>>
> >>>> >>>> --
> >>>> >>>> Best regards, Ruslan.
> >>>> >>>
> >>>> >>>
> >>>> >>>
> >>>> >>>
> >>>> >>> --
> >>>> >>>
> >>>> >>> Groete/Regards
> >>>> >>>
> >>>> >>> Nafiesa Allie
> >>>> >>>
> >>>> >>> Kromco (Pty) Ltd
> >>>> >>>
> >>>> >>> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e
> >>>> >>> nafiesaa at kromco.co.za |
> >>>> >>>
> >>>> >>> *Important Notice: This e-mail may contain trade secrets or
> >>>> >>> privileged,
> >>>> >>> undisclosed, or otherwise confidential information.
> >>>> >>>
> >>>> >>> If you have received this e-mail in error, you are hereby notified
> >>>> >>> that
> >>>> >>> any review, copying, or distribution of it is strictly prohibited.
> >>>> >>>
> >>>> >>> Please inform us immediately and destroy the original transmittal.
> >>>> >>> Thank
> >>>> >>> you for your cooperation.
> >>>> >>>
> >>>> >>>
> >>>> >>
> >>>> >>
> >>>> >>
> >>>> >> --
> >>>> >>
> >>>> >> Groete/Regards
> >>>> >>
> >>>> >> Nafiesa Allie
> >>>> >>
> >>>> >> Kromco (Pty) Ltd
> >>>> >>
> >>>> >> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e
> nafiesaa at kromco.co.za
> >>>> >> |
> >>>> >>
> >>>> >> *Important Notice: This e-mail may contain trade secrets or
> >>>> >> privileged,
> >>>> >> undisclosed, or otherwise confidential information.
> >>>> >>
> >>>> >> If you have received this e-mail in error, you are hereby notified
> >>>> >> that
> >>>> >> any review, copying, or distribution of it is strictly prohibited.
> >>>> >>
> >>>> >> Please inform us immediately and destroy the original transmittal.
> >>>> >> Thank
> >>>> >> you for your cooperation.
> >>>> >>
> >>>> >>
> >>>> >
> >>>> >
> >>>> >
> >>>> > --
> >>>> >
> >>>> > Groete/Regards
> >>>> >
> >>>> > Nafiesa Allie
> >>>> >
> >>>> > Kromco (Pty) Ltd
> >>>> >
> >>>> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e
> nafiesaa at kromco.co.za
> >>>> > |
> >>>> >
> >>>> > *Important Notice: This e-mail may contain trade secrets or
> >>>> > privileged,
> >>>> > undisclosed, or otherwise confidential information.
> >>>> >
> >>>> > If you have received this e-mail in error, you are hereby notified
> >>>> > that any
> >>>> > review, copying, or distribution of it is strictly prohibited.
> >>>> >
> >>>> > Please inform us immediately and destroy the original transmittal.
> >>>> > Thank you
> >>>> > for your cooperation.
> >>>> >
> >>>> >
> >>>>
> >>>>
> >>>>
> >>>> --
> >>>> Best regards, Ruslan.
> >>>
> >>>
> >>>
> >>>
> >>> --
> >>>
> >>> Groete/Regards
> >>>
> >>> Nafiesa Allie
> >>>
> >>> Kromco (Pty) Ltd
> >>>
> >>> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za|
> >>>
> >>> *Important Notice: This e-mail may contain trade secrets or privileged,
> >>> undisclosed, or otherwise confidential information.
> >>>
> >>> If you have received this e-mail in error, you are hereby notified that
> >>> any review, copying, or distribution of it is strictly prohibited.
> >>>
> >>> Please inform us immediately and destroy the original transmittal.
> Thank
> >>> you for your cooperation.
> >>>
> >>>
> >>
> >>
> >>
> >> --
> >>
> >> Groete/Regards
> >>
> >> Nafiesa Allie
> >>
> >> Kromco (Pty) Ltd
> >>
> >> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |
> >>
> >> *Important Notice: This e-mail may contain trade secrets or privileged,
> >> undisclosed, or otherwise confidential information.
> >>
> >> If you have received this e-mail in error, you are hereby notified that
> >> any review, copying, or distribution of it is strictly prohibited.
> >>
> >> Please inform us immediately and destroy the original transmittal. Thank
> >> you for your cooperation.
> >>
> >>
> >
> >
> >
> > --
> >
> > Groete/Regards
> >
> > Nafiesa Allie
> >
> > Kromco (Pty) Ltd
> >
> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |
> >
> > *Important Notice: This e-mail may contain trade secrets or privileged,
> > undisclosed, or otherwise confidential information.
> >
> > If you have received this e-mail in error, you are hereby notified that
> any
> > review, copying, or distribution of it is strictly prohibited.
> >
> > Please inform us immediately and destroy the original transmittal. Thank
> you
> > for your cooperation.
> >
> >
>
>
>
> --
> Best regards, Ruslan.
>



-- 

Groete/Regards

Nafiesa Allie

Kromco (Pty) Ltd

| t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |

*Important Notice: This e-mail may contain trade secrets or privileged,
undisclosed, or otherwise confidential information.

If you have received this e-mail in error, you are hereby notified that any
review, copying, or distribution of it is strictly prohibited.

Please inform us immediately and destroy the original transmittal. Thank
you for your cooperation.
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From odhiambo at gmail.com  Wed Jul 11 08:50:31 2012
From: odhiambo at gmail.com (Odhiambo Washington)
Date: Wed, 11 Jul 2012 15:50:31 +0300
Subject: [rt-users] RT Visual Interface Enhancements Enquiry
In-Reply-To: <CAPRr2Xwv1PPJo3pEwWmbizLySt7XqQgvwbxY9cP=_R9XH1je_g@mail.gmail.com>
References: <CAPRr2XyimYxpkQ9ywNU8X3u964T6QCcm4HvvL_uxUPVyjOQ+4Q@mail.gmail.com>
	<B3A49A3A-731E-4DD0-9D04-45A85FA83083@boksa.de>
	<4FEDEF44.50203@bestpractical.com>
	<CAPRr2Xyb_PPL2wTSKU=d=PWF20LL9BM8Pgcqge+0COWpbhROWQ@mail.gmail.com>
	<CAMOxC8tLgPscHKgZCCNjX+D-wbWEj0fzHoauHZRAy58YGUqLCA@mail.gmail.com>
	<CAPRr2Xy6c+satvTS6FvVyUUU7PqZGWNkQsZHFD8sJD3ojVBNYw@mail.gmail.com>
	<CAMOxC8v9rz=_aj7fki=FH_+00pN9QAPsN+0y4XUdqOLG75GdLA@mail.gmail.com>
	<CAPRr2Xyuh-EfE+4P709MUz3x3_AX8d_9owSGmoHCsW4FHXd3iA@mail.gmail.com>
	<CAPRr2XwLAtNJMZSOnwZidF2kWu-DpdsxtqmW4iLO_hXQdTRW0g@mail.gmail.com>
	<CAPRr2XyMNao3G5Browz04Yboqqa6hqq+9bhgQes_iHYzZmcpng@mail.gmail.com>
	<CAMOxC8vXNTjO2WH8DrLLJZ5aaYSBa87V0708HvnJXJYkQBroxQ@mail.gmail.com>
	<CAPRr2XyB84H-8yWs5wA+Yw9g2uNgO9tM1kS+az=3zsjNRtpytA@mail.gmail.com>
	<CAPRr2Xzd-fu87x5c_bey_z33yFFsRC7av-z4Dq+ff9qA0LuUXA@mail.gmail.com>
	<CAPRr2XxBKJp-4bjaw36QgWYmS=RX-XYd8NPzWLjCk47ugx1O0A@mail.gmail.com>
	<CAMOxC8vfda7SOY7AjXRCoQKcPp5grKms4f4kxGOrczDtzm6n9A@mail.gmail.com>
	<CAPRr2Xwv1PPJo3pEwWmbizLySt7XqQgvwbxY9cP=_R9XH1je_g@mail.gmail.com>
Message-ID: <CAAdA2WO1VzRyYqpt=nU7y+qA1qJacD3J1O52V0Bk2bJrgJZ4KQ@mail.gmail.com>

On Wed, Jul 11, 2012 at 3:19 PM, Nafiesa Allie <nafiesaa at kromco.co.za>wrote:

> Did you not get my mail with the attachment?
>
> Ok, I will put it in writing:  the file that I created is
> /svr/rt4/local/html/Callbacks/SLAC/Elements/Header/Head and its contents is:
>
> <%INIT>
> jQuery('table.myrt td.boxcontainer > div').detach().appendTo('table.myrt >
> tbody > tr').wrap('<td class="boxcontainer" />');
> </%INIT>
> <%ARGS>
> </%ARGS>
>
> Please bear in mind that I have never programmed in Java/Jquery or HTML
> before.
>

That's why you should consider paying Bestpractical to do this
customizations for you, I think. That's how the likes of Ruslan make their
living.



-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
I can't hear you -- I'm using the scrambler.
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From jonathan.khattir at mobiquithings.net  Wed Jul 11 08:54:57 2012
From: jonathan.khattir at mobiquithings.net (Jonathan Khattir)
Date: Wed, 11 Jul 2012 14:54:57 +0200
Subject: [rt-users] Change the place of title page name
In-Reply-To: <CAAZBCyv8MPcicvhtUH6JRXWcpcZJrXOhsryaQ2J15iVXt+aj6w@mail.gmail.com>
References: <CAAZBCyv8MPcicvhtUH6JRXWcpcZJrXOhsryaQ2J15iVXt+aj6w@mail.gmail.com>
Message-ID: <CAAZBCysNOHCe5nmsjnKo_3fjDzMX86xCFi01TBrVFw2uEWKFeA@mail.gmail.com>

OK, I created the callbacks Head and I put in  jQuery('#header
h1').prependTo('#body');
I clean cache, restart server but i have an error : Error during
compilation of
/opt/rt4/local/html/Callbacks/MobiquiThings/Elements/Header/Head:
Useless use of concatenation (.) or string in void context at
/opt/rt4/local/html/Callbacks/MobiquiThings/Elements/Header/Head line 2.
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)

Content of my Head callback :

<%INIT>
jQuery(('#header h1').prependTo('#body'));
</%INIT>
<%ARGS>
</%ARGS>


2012/7/2 Jonathan Khattir <jonathan.khattir at mobiquithings.net>

> Hi, I would like to known how i can change the place of the title of
> current page view.
>
> The variable is $Title, define in /Element/Header so i would like export
> this variable or the div <div id="header"><h1><% $Title %></h1></div> to
> display the page name in footer (/Element/Footer) for exemple.
>
> Thanks to help me :)
>
>
>
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From MarkRoedel at letu.edu  Wed Jul 11 10:27:11 2012
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Wed, 11 Jul 2012 14:27:11 +0000
Subject: [rt-users] searching for tickets that haven't had a response yet?
Message-ID: <2B3D699B434F1F49B73F97861B5FD544DB5C1AE5@Mail-DB-1.letnet.net>

What's the proper TicketSQL to return the list of tickets that don't yet have a "Told" date set?
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From ruz at bestpractical.com  Wed Jul 11 10:59:42 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 11 Jul 2012 17:59:42 +0300
Subject: [rt-users] RT Visual Interface Enhancements Enquiry
In-Reply-To: <CAAdA2WO1VzRyYqpt=nU7y+qA1qJacD3J1O52V0Bk2bJrgJZ4KQ@mail.gmail.com>
References: <CAPRr2XyimYxpkQ9ywNU8X3u964T6QCcm4HvvL_uxUPVyjOQ+4Q@mail.gmail.com>
	<B3A49A3A-731E-4DD0-9D04-45A85FA83083@boksa.de>
	<4FEDEF44.50203@bestpractical.com>
	<CAPRr2Xyb_PPL2wTSKU=d=PWF20LL9BM8Pgcqge+0COWpbhROWQ@mail.gmail.com>
	<CAMOxC8tLgPscHKgZCCNjX+D-wbWEj0fzHoauHZRAy58YGUqLCA@mail.gmail.com>
	<CAPRr2Xy6c+satvTS6FvVyUUU7PqZGWNkQsZHFD8sJD3ojVBNYw@mail.gmail.com>
	<CAMOxC8v9rz=_aj7fki=FH_+00pN9QAPsN+0y4XUdqOLG75GdLA@mail.gmail.com>
	<CAPRr2Xyuh-EfE+4P709MUz3x3_AX8d_9owSGmoHCsW4FHXd3iA@mail.gmail.com>
	<CAPRr2XwLAtNJMZSOnwZidF2kWu-DpdsxtqmW4iLO_hXQdTRW0g@mail.gmail.com>
	<CAPRr2XyMNao3G5Browz04Yboqqa6hqq+9bhgQes_iHYzZmcpng@mail.gmail.com>
	<CAMOxC8vXNTjO2WH8DrLLJZ5aaYSBa87V0708HvnJXJYkQBroxQ@mail.gmail.com>
	<CAPRr2XyB84H-8yWs5wA+Yw9g2uNgO9tM1kS+az=3zsjNRtpytA@mail.gmail.com>
	<CAPRr2Xzd-fu87x5c_bey_z33yFFsRC7av-z4Dq+ff9qA0LuUXA@mail.gmail.com>
	<CAPRr2XxBKJp-4bjaw36QgWYmS=RX-XYd8NPzWLjCk47ugx1O0A@mail.gmail.com>
	<CAMOxC8vfda7SOY7AjXRCoQKcPp5grKms4f4kxGOrczDtzm6n9A@mail.gmail.com>
	<CAPRr2Xwv1PPJo3pEwWmbizLySt7XqQgvwbxY9cP=_R9XH1je_g@mail.gmail.com>
	<CAAdA2WO1VzRyYqpt=nU7y+qA1qJacD3J1O52V0Bk2bJrgJZ4KQ@mail.gmail.com>
Message-ID: <CAMOxC8uMaE2DQsuLYvYSUWSBTn2rKSna_hEMvN9P++vhsm=tQw@mail.gmail.com>

On Wed, Jul 11, 2012 at 3:50 PM, Odhiambo Washington <odhiambo at gmail.com> wrote:
>
>
> On Wed, Jul 11, 2012 at 3:19 PM, Nafiesa Allie <nafiesaa at kromco.co.za>
> wrote:
>>
>> Did you not get my mail with the attachment?
>>
>> Ok, I will put it in writing:  the file that I created is
>> /svr/rt4/local/html/Callbacks/SLAC/Elements/Header/Head and its contents is:
>>
>> <%INIT>
>> jQuery('table.myrt td.boxcontainer > div').detach().appendTo('table.myrt >
>> tbody > tr').wrap('<td class="boxcontainer" />');
>> </%INIT>
>> <%ARGS>
>> </%ARGS>
>>
>> Please bear in mind that I have never programmed in Java/Jquery or HTML
>> before.

You've put everything into <%INIT> block where perl code should live
that initializes
data for the page. Delete all special blocks and just leave
html/javascript. Also, your code
is javascript and to place it properly into HTML you  have to wrap it
into <script></script>
tag.

> That's why you should consider paying Bestpractical to do this
> customizations for you, I think. That's how the likes of Ruslan make their
> living.

Well, we can help on the mailing list as long as user have time, does
leg work, learns, keep
pushing by providing additional info, doesn't yell that help is slow
and so on ... Usual situation
with mailing lists.

> --
> Best regards,
> Odhiambo WASHINGTON,


-- 
Best regards, Ruslan.


From alberto.villanueva at altran.es  Wed Jul 11 11:45:44 2012
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Wed, 11 Jul 2012 17:45:44 +0200
Subject: [rt-users] Help to configure incoming e-mails
Message-ID: <4FFD9FA8.9050705@altran.es>

Hi all,


I'm configuring RT to a customer. It runs all enabled features except 
the creation of defects using an e-mail. I have installed CommandByMail 
and it was installed successfully.

I'm going to describe the problem:
- Machine_A
	-> Unix
	-> RT installation (4.0.5)
	-> msmstp	
- Machine_B
	-> Windows
	-> Exchange server

When I send an email from Machine_A (or Machine_B) to RT to create the 
ticket in a specific queue, the mail log indicates the next message: 
"status = sent (205 2.0.6): Queued mail for delivery", and the ticket is 
not created logically. But RT sends the e-mail when someone comments in 
a ticket.

When I send the e-mail from Machine_A, I get the next e-mail address: 
"aliases at machine_a.com" but I want to send it to "aliases at domain.com".
I think the problem is in the mail configuration or on the connection 
between the machines. But I don't :-(

Could you help me?


Thank you very much!!

Best regards,

-- 
Alberto VILLANUEVA DEL VAL
Consultor
Altran Espa?a, Industria
___________________________________________

ALTRAN: talento generando innovaci?n

Parque Empresarial Las Mercedes, Edificio 1
C/ Campezo, 1
28022 Madrid
Spain
Tel. : + 34 917 44 46 00
Fax : + 34 914 15 24 57
alberto.villanueva at altran.es
www.altran.es
www.altran360.es

S?guenos en:
www.linkedin.com/company/altran-espana
www.twitter.com/altran_es
www.facebook.com/altranespana

Antes de imprimir este mensaje, aseg?rate de que es necesario. Proteger 
el medio ambiente est? tambi?n en tu mano.
En cumplimiento de la Ley Org?nica 15/1999, con fecha 13 de diciembre, 
de Protecci?n de Datos de Car?cter Personal, y la Ley 34/2002, con fecha 
11 de julio, de Servicios de la Sociedad de la Informaci?n y de comercio 
electr?nico, le comunicamos que su direcci?n de correo electr?nico forma 
parte de un fichero del que es responsable Altran Espa?a, y que 
garantiza la confidencialidad y seguridad de sus datos. Tiene usted 
derecho al acceso, rectificaci?n y cancelaci?n de sus datos en los 
t?rminos establecidos en la Ley Org?nica 15/1999 de Protecci?n de Datos 
de Car?cter Personal y dem?s normativa concordante, dirigi?ndose a 
nuestra direcci?n anteriormente se?alada o por medio de correo 
electr?nico: comunicacion at altran.es.

AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, est? 
dirigido a su destinatario y es confidencial. Cualquier distribuci?n, 
uso o reproducci?n sin consentimiento del remitente est? estrictamente 
prohibido. Si ha recibido este mensaje por error, por favor proceda a 
ponerlo en conocimiento del remitente por e-mail y a borrarlo de su 
sistema sin realizar copias.



From nafiesaa at kromco.co.za  Wed Jul 11 03:35:45 2012
From: nafiesaa at kromco.co.za (Nafiesa Allie)
Date: Wed, 11 Jul 2012 09:35:45 +0200
Subject: [rt-users] RT Visual Interface Enhancements Enquiry
In-Reply-To: <CAMOxC8vXNTjO2WH8DrLLJZ5aaYSBa87V0708HvnJXJYkQBroxQ@mail.gmail.com>
References: <CAPRr2XyimYxpkQ9ywNU8X3u964T6QCcm4HvvL_uxUPVyjOQ+4Q@mail.gmail.com>
	<B3A49A3A-731E-4DD0-9D04-45A85FA83083@boksa.de>
	<4FEDEF44.50203@bestpractical.com>
	<CAPRr2Xyb_PPL2wTSKU=d=PWF20LL9BM8Pgcqge+0COWpbhROWQ@mail.gmail.com>
	<CAMOxC8tLgPscHKgZCCNjX+D-wbWEj0fzHoauHZRAy58YGUqLCA@mail.gmail.com>
	<CAPRr2Xy6c+satvTS6FvVyUUU7PqZGWNkQsZHFD8sJD3ojVBNYw@mail.gmail.com>
	<CAMOxC8v9rz=_aj7fki=FH_+00pN9QAPsN+0y4XUdqOLG75GdLA@mail.gmail.com>
	<CAPRr2Xyuh-EfE+4P709MUz3x3_AX8d_9owSGmoHCsW4FHXd3iA@mail.gmail.com>
	<CAPRr2XwLAtNJMZSOnwZidF2kWu-DpdsxtqmW4iLO_hXQdTRW0g@mail.gmail.com>
	<CAPRr2XyMNao3G5Browz04Yboqqa6hqq+9bhgQes_iHYzZmcpng@mail.gmail.com>
	<CAMOxC8vXNTjO2WH8DrLLJZ5aaYSBa87V0708HvnJXJYkQBroxQ@mail.gmail.com>
Message-ID: <CAPRr2XyB84H-8yWs5wA+Yw9g2uNgO9tM1kS+az=3zsjNRtpytA@mail.gmail.com>

Thanks, Ruslan.

OK, I created my callback file but now I am not sure what the code should
look like.

Using your dirty variant that applies to RT at a glance
jQuery('table.myrt td.boxcontainer > div').detach().appendTo('table.myrt >
tbody > tr').wrap('<td class="boxcontainer" />');
and changing it to
jQuery('table#dashboard-26.dashboard td.boxcontainer >
div').detach().appendTo('table#dashboard-26.dashboard > tbody >
tr').wrap('<td class="boxcontainer" />');
it now applies to the dashboard.

However, adding the code to my callback, does not make any difference, even
after rebooting the RT server, regardless whether I am using your variant
or my own.  I am not sure whether the problem lies in my code - see
printscreen attached, or elsewhere.  I would deeply appreciate some further
help in this and am desperate to resolve this sooner rather than later.  If
I am unable to master this, then some other ticketing system will be
enforced.

(It feels like I am taking tiny baby-steps in resolving this problem;  I
wish there was a clear example that one could follow.)

Regards
Nafiesa

On 10 July 2012 20:57, Ruslan Zakirov <ruz at bestpractical.com> wrote:

> Hi,
>
> RT's file share/html/Elements/Header contains the following line:
>
> $m->callback( %ARGS, CallbackName => 'Head' );
>
> It's the perfect place to insert custom CSS/JS hacks.
>
> On Tue, Jul 10, 2012 at 2:51 PM, Nafiesa Allie <nafiesaa at kromco.co.za>
> wrote:
> > I think I must clarify what I am saying below:
> > from what I understand RT4 callbacks are defined in /rt4/share/Elements.
>  I
> > found a number of callbacks there, but not the one I am looking for, viz.
> > Header, so I need help to either find it or create it from scratch.
> >
> > Regards
> > Nafiesa
> >
> > On 10 July 2012 13:36, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:
> >>
> >> Hi Ruslan
> >>
> >> I managed to figure out how to successfully create a dirty variant, and
> it
> >> seems to do what I want.  However, I am still struggling to create the
> >> callback.
> >> " There is a callback in Header file to put any custom javascript on RT
> >> pages. "  - I do not find such a callback.
> >> I now understand the concept of a callback, but not finding the relevant
> >> callback does not help much.  Please could you give me some direction?
> >>
> >> Regards
> >> Nafiesa
> >>
> >>
> >> On 6 July 2012 15:21, Nafiesa Allie <nafiesaa at kromco.co.za> wrote:
> >>>
> >>> Hi Ruslan
> >>>
> >>> Thanks so much for your swift response plus the given detail;  I am so
> >>> glad that it is possible!  However, I have no idea how to get to the
> >>> interface that will enable me to add the new code.  This is the first
> time I
> >>> am wanting to do a customization, and I do not know where to start.
>  How do
> >>> I get to the interface in your screenshot?
> >>>
> >>> Have a great weekend!
> >>> Nafiesa
> >>>
> >>>
> >>> On 5 July 2012 14:53, Ruslan Zakirov <ruz at bestpractical.com> wrote:
> >>>>
> >>>> On Tue, Jul 3, 2012 at 9:29 AM, Nafiesa Allie <nafiesaa at kromco.co.za>
> >>>> wrote:
> >>>> > I have already created dashboards with custom searches, but my
> problem
> >>>> > lies
> >>>> > with the fact that I cannot get the panels to lie alongside each
> other
> >>>> > as
> >>>> > per my example.  RT only allows two lists/charts panels next to each
> >>>> > other.
> >>>> > How do I overcome this?
> >>>>
> >>>> With javascript:
> >>>>
> >>>> jQuery('table.myrt td.boxcontainer >
> >>>> div').detach().appendTo('table.myrt > tbody > tr').wrap('<td
> >>>> class="boxcontainer" />');
> >>>>
> >>>> Above is dirty variant, but at least it works in Chrome and
> >>>> demonstrates how to start. There is a callback in Header file to put
> >>>> any custom javascript on RT pages.
> >>>>
> >>>> >
> >>>> >
> >>>> > On 2 July 2012 21:47, Ruslan Zakirov <ruz at bestpractical.com> wrote:
> >>>> >>
> >>>> >> On Mon, Jul 2, 2012 at 12:42 PM, Nafiesa Allie
> >>>> >> <nafiesaa at kromco.co.za>
> >>>> >> wrote:
> >>>> >> > Great! So where do I start?  I have never fiddled with CSS or JS
> >>>> >> > before,
> >>>> >> > so
> >>>> >> > it will be helpful if you could direct me to a relevant example.
> >>>> >>
> >>>> >> Start from Dashboards, custom searches and see how close you can
> get
> >>>> >> to what you need.
> >>>> >>
> >>>> >>
> >>>> >>
> >>>> >> >
> >>>> >> > On 29 June 2012 20:09, Thomas Sibley <trs at bestpractical.com>
> wrote:
> >>>> >> >>
> >>>> >> >> On 06/29/2012 10:57 AM, Benjamin Boksa wrote:
> >>>> >> >> > I am sure this can be done using RT4 by writing a custom page
> -
> >>>> >> >> > but I
> >>>> >> >> > honestly do not know how?
> >>>> >> >>
> >>>> >> >> Learning the basics of how to create your own page in RT will
> >>>> >> >> probably
> >>>> >> >> be faster and more efficient than trying to use the REST
> interface
> >>>> >> >> to
> >>>> >> >> get all the data and interaction you want.
> >>>> >> >>
> >>>> >> >> You can probably do most of what you want with a standard
> >>>> >> >> dashboard and
> >>>> >> >> a bunch of custom CSS and JS that targets it to rearrange as
> >>>> >> >> necessary.
> >>>> >> >
> >>>> >> >
> >>>> >> >
> >>>> >> >
> >>>> >> > --
> >>>> >> >
> >>>> >> > Groete/Regards
> >>>> >> >
> >>>> >> > Nafiesa Allie
> >>>> >> >
> >>>> >> > Kromco (Pty) Ltd
> >>>> >> >
> >>>> >> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e
> >>>> >> > nafiesaa at kromco.co.za |
> >>>> >> >
> >>>> >> > *Important Notice: This e-mail may contain trade secrets or
> >>>> >> > privileged,
> >>>> >> > undisclosed, or otherwise confidential information.
> >>>> >> >
> >>>> >> > If you have received this e-mail in error, you are hereby
> notified
> >>>> >> > that
> >>>> >> > any
> >>>> >> > review, copying, or distribution of it is strictly prohibited.
> >>>> >> >
> >>>> >> > Please inform us immediately and destroy the original
> transmittal.
> >>>> >> > Thank
> >>>> >> > you
> >>>> >> > for your cooperation.
> >>>> >> >
> >>>> >> >
> >>>> >>
> >>>> >>
> >>>> >>
> >>>> >> --
> >>>> >> Best regards, Ruslan.
> >>>> >
> >>>> >
> >>>> >
> >>>> >
> >>>> > --
> >>>> >
> >>>> > Groete/Regards
> >>>> >
> >>>> > Nafiesa Allie
> >>>> >
> >>>> > Kromco (Pty) Ltd
> >>>> >
> >>>> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e
> nafiesaa at kromco.co.za
> >>>> > |
> >>>> >
> >>>> > *Important Notice: This e-mail may contain trade secrets or
> >>>> > privileged,
> >>>> > undisclosed, or otherwise confidential information.
> >>>> >
> >>>> > If you have received this e-mail in error, you are hereby notified
> >>>> > that any
> >>>> > review, copying, or distribution of it is strictly prohibited.
> >>>> >
> >>>> > Please inform us immediately and destroy the original transmittal.
> >>>> > Thank you
> >>>> > for your cooperation.
> >>>> >
> >>>> >
> >>>>
> >>>>
> >>>>
> >>>> --
> >>>> Best regards, Ruslan.
> >>>
> >>>
> >>>
> >>>
> >>> --
> >>>
> >>> Groete/Regards
> >>>
> >>> Nafiesa Allie
> >>>
> >>> Kromco (Pty) Ltd
> >>>
> >>> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za|
> >>>
> >>> *Important Notice: This e-mail may contain trade secrets or privileged,
> >>> undisclosed, or otherwise confidential information.
> >>>
> >>> If you have received this e-mail in error, you are hereby notified that
> >>> any review, copying, or distribution of it is strictly prohibited.
> >>>
> >>> Please inform us immediately and destroy the original transmittal.
> Thank
> >>> you for your cooperation.
> >>>
> >>>
> >>
> >>
> >>
> >> --
> >>
> >> Groete/Regards
> >>
> >> Nafiesa Allie
> >>
> >> Kromco (Pty) Ltd
> >>
> >> | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |
> >>
> >> *Important Notice: This e-mail may contain trade secrets or privileged,
> >> undisclosed, or otherwise confidential information.
> >>
> >> If you have received this e-mail in error, you are hereby notified that
> >> any review, copying, or distribution of it is strictly prohibited.
> >>
> >> Please inform us immediately and destroy the original transmittal. Thank
> >> you for your cooperation.
> >>
> >>
> >
> >
> >
> > --
> >
> > Groete/Regards
> >
> > Nafiesa Allie
> >
> > Kromco (Pty) Ltd
> >
> > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |
> >
> > *Important Notice: This e-mail may contain trade secrets or privileged,
> > undisclosed, or otherwise confidential information.
> >
> > If you have received this e-mail in error, you are hereby notified that
> any
> > review, copying, or distribution of it is strictly prohibited.
> >
> > Please inform us immediately and destroy the original transmittal. Thank
> you
> > for your cooperation.
> >
> >
>
>
>
> --
> Best regards, Ruslan.
>



-- 

Groete/Regards

Nafiesa Allie

Kromco (Pty) Ltd

| t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafiesaa at kromco.co.za |

*Important Notice: This e-mail may contain trade secrets or privileged,
undisclosed, or otherwise confidential information.

If you have received this e-mail in error, you are hereby notified that any
review, copying, or distribution of it is strictly prohibited.

Please inform us immediately and destroy the original transmittal. Thank
you for your cooperation.
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From jonathan.khattir at mobiquithings.net  Wed Jul 11 12:42:59 2012
From: jonathan.khattir at mobiquithings.net (Jonathan Khattir)
Date: Wed, 11 Jul 2012 18:42:59 +0200
Subject: [rt-users] Change the place of title page name
In-Reply-To: <CAAZBCyv8MPcicvhtUH6JRXWcpcZJrXOhsryaQ2J15iVXt+aj6w@mail.gmail.com>
References: <CAAZBCyv8MPcicvhtUH6JRXWcpcZJrXOhsryaQ2J15iVXt+aj6w@mail.gmail.com>
Message-ID: <CAAZBCyvEXN1YjucvAqKpgevfo+sPPgVXKj=mje5hFpcfAH6fjA@mail.gmail.com>

I try tu put your code in script tag like this in Head callbaks

<script>
 jQuery('#header h1').prependTo('#body');
</script>

I don't have error but they don't works. Have you any solution?



2012/7/2 Jonathan Khattir <jonathan.khattir at mobiquithings.net>

> Hi, I would like to known how i can change the place of the title of
> current page view.
>
> The variable is $Title, define in /Element/Header so i would like export
> this variable or the div <div id="header"><h1><% $Title %></h1></div> to
> display the page name in footer (/Element/Footer) for exemple.
>
> Thanks to help me :)
>
>
>
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From diaulas.castro at intersolution.inf.br  Wed Jul 11 14:03:30 2012
From: diaulas.castro at intersolution.inf.br (Diaulas Castro)
Date: Wed, 11 Jul 2012 18:03:30 +0000
Subject: [rt-users] RES:  Help to configure incoming e-mails
In-Reply-To: <4FFD9FA8.9050705@altran.es>
References: <4FFD9FA8.9050705@altran.es>
Message-ID: <3B9178D874F56F47B616AB50C01F7B773080AAB6@GRUPRD8002MB111.lamprd80.prod.outlook.com>

My setup is near what you want to achieve, but i used procmail/RT CLI instead of CommandBymail.

With ExchangeServer (mine is Office365) I configured postfix to send all the outgoing mails with  From field same as the user who logs on exchange.
  Since apache user send mail the exchange server may block because you log as ticket at yourdomain.com and the mail arrives as www-data at hostname.domain.com.

  Look for smtp_generic_maps  for postfix, for msmtp I dont know how to do.

 


-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Alberto Villanueva
Enviada em: quarta-feira, 11 de julho de 2012 12:46
Para: rt-users at lists.bestpractical.com
Assunto: [rt-users] Help to configure incoming e-mails

Hi all,


I'm configuring RT to a customer. It runs all enabled features except the creation of defects using an e-mail. I have installed CommandByMail and it was installed successfully.

I'm going to describe the problem:
- Machine_A
	-> Unix
	-> RT installation (4.0.5)
	-> msmstp	
- Machine_B
	-> Windows
	-> Exchange server

When I send an email from Machine_A (or Machine_B) to RT to create the ticket in a specific queue, the mail log indicates the next message: 
"status = sent (205 2.0.6): Queued mail for delivery", and the ticket is not created logically. But RT sends the e-mail when someone comments in a ticket.

When I send the e-mail from Machine_A, I get the next e-mail address: 
"aliases at machine_a.com" but I want to send it to "aliases at domain.com".
I think the problem is in the mail configuration or on the connection between the machines. But I don't :-(

Could you help me?


Thank you very much!!

Best regards,

--
Alberto VILLANUEVA DEL VAL
Consultor
Altran Espa?a, Industria
___________________________________________

ALTRAN: talento generando innovaci?n

Parque Empresarial Las Mercedes, Edificio 1 C/ Campezo, 1
28022 Madrid
Spain
Tel. : + 34 917 44 46 00
Fax : + 34 914 15 24 57
alberto.villanueva at altran.es
www.altran.es
www.altran360.es

S?guenos en:
www.linkedin.com/company/altran-espana
www.twitter.com/altran_es
www.facebook.com/altranespana

Antes de imprimir este mensaje, aseg?rate de que es necesario. Proteger el medio ambiente est? tambi?n en tu mano.
En cumplimiento de la Ley Org?nica 15/1999, con fecha 13 de diciembre, de Protecci?n de Datos de Car?cter Personal, y la Ley 34/2002, con fecha
11 de julio, de Servicios de la Sociedad de la Informaci?n y de comercio electr?nico, le comunicamos que su direcci?n de correo electr?nico forma parte de un fichero del que es responsable Altran Espa?a, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificaci?n y cancelaci?n de sus datos en los t?rminos establecidos en la Ley Org?nica 15/1999 de Protecci?n de Datos de Car?cter Personal y dem?s normativa concordante, dirigi?ndose a nuestra direcci?n anteriormente se?alada o por medio de correo
electr?nico: comunicacion at altran.es.

AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, est? dirigido a su destinatario y es confidencial. Cualquier distribuci?n, uso o reproducci?n sin consentimiento del remitente est? estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias.





From rtusers-20090205 at billmail.scconsult.com  Wed Jul 11 15:42:08 2012
From: rtusers-20090205 at billmail.scconsult.com (Bill Cole)
Date: Wed, 11 Jul 2012 15:42:08 -0400
Subject: [rt-users] searching for tickets that haven't had a response
	yet?
In-Reply-To: <2B3D699B434F1F49B73F97861B5FD544DB5C1AE5@Mail-DB-1.letnet.net>
References: <2B3D699B434F1F49B73F97861B5FD544DB5C1AE5@Mail-DB-1.letnet.net>
Message-ID: <E3A79D72-28B7-4001-8B6A-6A408588146C@billmail.scconsult.com>

On 11 Jul 2012, at 10:27, Roedel, Mark wrote:

> What's the proper TicketSQL to return the list of tickets that don't 
> yet have a "Told" date set?

The answer to that may be version sensitive, since it appears to me that 
there is breakage in at least versions 3.8.7, 3.8.11, and 4.0.5. You 
will note that these are all not the most recent releases.

You SHOULD be able to use:

Told = '1970-01-01'

or:

Told = 'Not set'

However, neither of those criteria works. I believe they *should* 
because they both work with 'Due' instead of 'Told' and those are the 
same data type. They are both manipulated by RT::Date and can logically 
be unset for a ticket. Unfortunately, there's also a clue to something 
wrong in that if you sort a list by Due the 'Not set' tickets are before 
any others, but if you sort a list by Told they sort as if Told is in 
the future, yet searching for Told after the current date also fails to 
find those tickets.





From asanka_gunasekera at yahoo.co.uk  Thu Jul 12 03:45:35 2012
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Thu, 12 Jul 2012 08:45:35 +0100 (BST)
Subject: [rt-users] user rights for basic on dashboard
In-Reply-To: <1341905837.54341.YahooMailNeo@web29012.mail.ird.yahoo.com>
References: <1341905837.54341.YahooMailNeo@web29012.mail.ird.yahoo.com>
Message-ID: <1342079135.30547.YahooMailNeo@web29018.mail.ird.yahoo.com>

Hi Can some one give me some reference at least :(


Thanks and Regards



________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Tuesday, 10 July 2012, 13:07
Subject: user rights for basic on dashboard
 

Hi I am having 3 issues in user permissions
1.?????? When I try to create a ticket as minimum privileged
user on a queue I can see and select the ?status? and the ?owner? under Basics.
How can I hide this from selected users (requesters)
2.?????? When the requester goes in to basic under
ticket, here too he can see this users list, can we disable this as well from a
selected users.
3.?????? Is there any chance of we display closed issues
by queue on the dashboard
Thanks and Regards
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From Michael.Polenske at skm-skyline.de  Thu Jul 12 04:30:05 2012
From: Michael.Polenske at skm-skyline.de (Michael Polenske)
Date: Thu, 12 Jul 2012 10:30:05 +0200
Subject: [rt-users] Delete parts of a ticket ?
Message-ID: <D50AFE28895EE74DB5C80EB105CC088201099315@zserv1.skm.local>

Good morning,

 

one of our customer sent mistakenly ~50 out-of-office-replies to one
ticket (great ...) L

 

Any idea to delete parts of a ticket ? I tried with shredder, but I
don't want to delete whole ticket ....

 

 

Cheers - Michael

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From ruz at bestpractical.com  Thu Jul 12 07:21:41 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 12 Jul 2012 14:21:41 +0300
Subject: [rt-users] Delete parts of a ticket ?
In-Reply-To: <D50AFE28895EE74DB5C80EB105CC088201099315@zserv1.skm.local>
References: <D50AFE28895EE74DB5C80EB105CC088201099315@zserv1.skm.local>
Message-ID: <CAMOxC8vNb9CDuLaVw=RdsSNXEQ1WUrva7cNEbaf1-5HAhJ=0xQ@mail.gmail.com>

On Thu, Jul 12, 2012 at 11:30 AM, Michael Polenske
<Michael.Polenske at skm-skyline.de> wrote:
> Good morning,
>
>
>
> one of our customer sent mistakenly ~50 out-of-office-replies to one ticket
> (great ?) L
>
>
>
> Any idea to delete parts of a ticket ? I tried with shredder, but I don?t
> want to delete whole ticket ?.

Shredder can delete transactions using Object plugin.

In 4.0 you can delete txns with SQL and cleanup everything with rt-validator.

> Cheers - Michael



-- 
Best regards, Ruslan.


From asanka_gunasekera at yahoo.co.uk  Thu Jul 12 07:26:09 2012
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Thu, 12 Jul 2012 12:26:09 +0100 (BST)
Subject: [rt-users] Add new column to quick search
In-Reply-To: <1342079135.30547.YahooMailNeo@web29018.mail.ird.yahoo.com>
References: <1341905837.54341.YahooMailNeo@web29012.mail.ird.yahoo.com>
	<1342079135.30547.YahooMailNeo@web29018.mail.ird.yahoo.com>
Message-ID: <1342092369.16571.YahooMailNeo@web29008.mail.ird.yahoo.com>

Hi I am using RT 4 and I need to add new column that would show all resolved ticket count to "quick Search" and I could not find any place that would give me some step by step instruction how to do this

Can some one point me how do this

Thanks and Regards
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From ruz at bestpractical.com  Thu Jul 12 07:31:09 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 12 Jul 2012 14:31:09 +0300
Subject: [rt-users] user rights for basic on dashboard
In-Reply-To: <1341905837.54341.YahooMailNeo@web29012.mail.ird.yahoo.com>
References: <1341905837.54341.YahooMailNeo@web29012.mail.ird.yahoo.com>
Message-ID: <CAMOxC8uF93QdVX1gcXuGsVgCnO+usMLJWxt2jfibwsZyTJ6p_A@mail.gmail.com>

On Tue, Jul 10, 2012 at 10:37 AM, Asanka Gunasekera
<asanka_gunasekera at yahoo.co.uk> wrote:
> Hi I am having 3 issues in user permissions
> 1.       When I try to create a ticket as minimum privileged user on a queue
> I can see and select the ?status? and the ?owner? under Basics. How can I
> hide this from selected users (requesters)

By conditionally hiding this inputs in mason components. People would
still be able
to set them using arguments in URL, but it would require effort and knowledge.

> 2.       When the requester goes in to basic under ticket, here too he can
> see this users list, can we disable this as well from a selected users.

Again, hide code with conditions.

> 3.       Is there any chance of we display closed issues by queue on the
> dashboard

Not sure what you mean here.

> Thanks and Regards



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Thu Jul 12 07:47:35 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 12 Jul 2012 14:47:35 +0300
Subject: [rt-users] Add new column to quick search
In-Reply-To: <1342092369.16571.YahooMailNeo@web29008.mail.ird.yahoo.com>
References: <1341905837.54341.YahooMailNeo@web29012.mail.ird.yahoo.com>
	<1342079135.30547.YahooMailNeo@web29018.mail.ird.yahoo.com>
	<1342092369.16571.YahooMailNeo@web29008.mail.ird.yahoo.com>
Message-ID: <CAMOxC8utP8ntaO6Keye5PfL61Yv+BFomZNdqWosPZyrey1mM8A@mail.gmail.com>

On Thu, Jul 12, 2012 at 2:26 PM, Asanka Gunasekera
<asanka_gunasekera at yahoo.co.uk> wrote:
> Hi I am using RT 4 and I need to add new column that would show all resolved
> ticket count to "quick Search" and I could not find any place that would
> give me some step by step instruction how to do this
>
> Can some one point me how do this

I think only in code and I wouldn't recommend it. Think twice. Do you
really need this number?

In RT4 "Quick search" is implemented in two components, layout is
slightly different. One
component limits statuses in SQL, another does not. With large
databases difference is 0.001s vs.
1s correspondingly. We have a branch that fixes this.

If you add resolved to the list then with each day quick search will
be slower. It's not very cachable
as each user has his own result depending on his rights.

> Thanks and Regards



-- 
Best regards, Ruslan.


From ktm at rice.edu  Thu Jul 12 08:31:09 2012
From: ktm at rice.edu (ktm at rice.edu)
Date: Thu, 12 Jul 2012 07:31:09 -0500
Subject: [rt-users] Add new column to quick search
In-Reply-To: <1342092369.16571.YahooMailNeo@web29008.mail.ird.yahoo.com>
References: <1341905837.54341.YahooMailNeo@web29012.mail.ird.yahoo.com>
	<1342079135.30547.YahooMailNeo@web29018.mail.ird.yahoo.com>
	<1342092369.16571.YahooMailNeo@web29008.mail.ird.yahoo.com>
Message-ID: <20120712123109.GP15829@aart.rice.edu>

On Thu, Jul 12, 2012 at 12:26:09PM +0100, Asanka Gunasekera wrote:
> Hi I am using RT 4 and I need to add new column that would show all resolved ticket count to "quick Search" and I could not find any place that would give me some step by step instruction how to do this
> 
> Can some one point me how do this
> 
> Thanks and Regards

Hi Asanka,

This is a really, really bad idea unless your ticket is expected
to be so low that a trouble ticket system is not really needed.
It will result in a basically unbounded slowdown of the main
RT screen over time. My two cents.

Cheers,
Ken


From afleming at kanren.net  Thu Jul 12 10:31:34 2012
From: afleming at kanren.net (Andy Fleming)
Date: Thu, 12 Jul 2012 09:31:34 -0500
Subject: [rt-users] RT4 with Shibboleth?
Message-ID: <4FFEDFC6.2040307@kanren.net>

Has anyone on this listed tried to shibboleth with RT4?  There is some 
information on a couple of different ways to integrate RT 3 with 
Federated logins and even the very old CPAN module, 
RT-Authen-Federation, but I haven't been able to find any info about 
anyone having done it with RT4.

I realize it might be a long shot, but wanted to post in-case someone on 
this list had setup RT4 with Shib.

-- Thanks  Andy

-- 
Andy Fleming - RHCE
Sr Systems Administrator
Kansas Research and Education Network
afleming at kanren.net
Office: 785-856-9800 x 9806

KanREN
  - Advanced Network Solutions for the Research and Education Community



From drey111 at gmail.com  Thu Jul 12 10:39:18 2012
From: drey111 at gmail.com (Joe Harris)
Date: Thu, 12 Jul 2012 10:39:18 -0400
Subject: [rt-users] Add new column to quick search
In-Reply-To: <20120712123109.GP15829@aart.rice.edu>
References: <1341905837.54341.YahooMailNeo@web29012.mail.ird.yahoo.com>
	<1342079135.30547.YahooMailNeo@web29018.mail.ird.yahoo.com>
	<1342092369.16571.YahooMailNeo@web29008.mail.ird.yahoo.com>
	<20120712123109.GP15829@aart.rice.edu>
Message-ID: <39A4687E-6439-475D-AB62-9377D308A9A2@gmail.com>

If you have the indexing set up (which I highly recommend because it's crazy fast comparatively). Why not make a saved search (public or private) and attach it to a dashboard.  If you need multiple ones per queue. You would need several. But you'd only have to make them once. 

May not work for your needs, but it is a thought. 

Sent from my mobile device. 

On Jul 12, 2012, at 8:31 AM, "ktm at rice.edu" <ktm at rice.edu> wrote:

> On Thu, Jul 12, 2012 at 12:26:09PM +0100, Asanka Gunasekera wrote:
>> Hi I am using RT 4 and I need to add new column that would show all resolved ticket count to "quick Search" and I could not find any place that would give me some step by step instruction how to do this
>> 
>> Can some one point me how do this
>> 
>> Thanks and Regards
> 
> Hi Asanka,
> 
> This is a really, really bad idea unless your ticket is expected
> to be so low that a trouble ticket system is not really needed.
> It will result in a basically unbounded slowdown of the main
> RT screen over time. My two cents.
> 
> Cheers,
> Ken


From falcone at bestpractical.com  Thu Jul 12 10:52:11 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 12 Jul 2012 10:52:11 -0400
Subject: [rt-users] RT4 with Shibboleth?
In-Reply-To: <4FFEDFC6.2040307@kanren.net>
References: <4FFEDFC6.2040307@kanren.net>
Message-ID: <20120712145211.GA980@jibsheet.com>

On Thu, Jul 12, 2012 at 09:31:34AM -0500, Andy Fleming wrote:
> Has anyone on this listed tried to shibboleth with RT4?  There is
> some information on a couple of different ways to integrate RT 3
> with Federated logins and even the very old CPAN module,
> RT-Authen-Federation, but I haven't been able to find any info about
> anyone having done it with RT4.
> 
> I realize it might be a long shot, but wanted to post in-case
> someone on this list had setup RT4 with Shib.

Assuming you have an Apache module that supports doing the shiboleth
auth, all RT needs is for you to configure the WebExternalAuth
configuration variables that you can read about in RT_Config.pm and
set in RT_SiteConfig.pm

If you need the more complex mapping provided by RT-Authen-Federation,
have you tried it?  I know the person who developed it was using it
against a 3.8 install within the last year.

-kevin
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From rgm at ast.cam.ac.uk  Thu Jul 12 12:58:46 2012
From: rgm at ast.cam.ac.uk (Richard McMahon)
Date: Thu, 12 Jul 2012 17:58:46 +0100 (BST)
Subject: [rt-users] Perl API: list of available queues, owners, status
Message-ID: <alpine.LRH.2.02.1207121755440.1688@calx061.ast.cam.ac.uk>

Hello,

Is there a way/example of how to get a list of queues, owners, status 
using the Perl API?

I want to cycle through making a list counts for each owner
and queue by status.

Thanks  Richard


-------------------------------------------------------------------
  Dr. Richard G. McMahon    | Phone (office)     44-(0)-1223-337519
  University of Cambridge   |       (switchboard)       1223-337548
  Institute of Astronomy    |       (secretary)         1223-337516
  Madingley Rd              | FAX                       1223-337523
  Cambridge, CB3 OHA, UK.   | mobile                    7885-409019
  Office: Hoyle 18          | home                      1223-359770
-------------------------------------------------------------------
  email: rgm at ast.cam.ac.uk  | WWW:    http://www.ast.cam.ac.uk/~rgm
  richardgmcmahon at gmail.com | skype:                richardgmcmahon
-------------------------------------------------------------------


From kevin_elliott at ci.juneau.ak.us  Thu Jul 12 13:52:04 2012
From: kevin_elliott at ci.juneau.ak.us (Kevin Elliott)
Date: Thu, 12 Jul 2012 09:52:04 -0800
Subject: [rt-users] Backing up RT's configuration files?
Message-ID: <4A09477D575C2C4B86497161427DD94C278E26564A@city-exchange07>

Hello all.

I have temporary custodianship over our RT server and would like to implement some sort of simple script backup system.

I'm planning on just dumping a copy of the database onto our backup server but what other files should I tar and move off the host? I am not very familiar with the underpinnings of RT so it's difficult for me to decide what to backup.

What files/directories should I backup so that I can quickly recover the RT server and our ticket content in the event of Something Bad(TM)?


Thanks.

-- 
Kevin Elliott
 
Network Specialist
City and Borough of Juneau, MIS
(907) 586 - 0905
 


From al.scotto at reply.it  Thu Jul 12 14:13:56 2012
From: al.scotto at reply.it (Scotto Alberto)
Date: Thu, 12 Jul 2012 18:13:56 +0000
Subject: [rt-users] R: Backing up RT's configuration files?
In-Reply-To: <4A09477D575C2C4B86497161427DD94C278E26564A@city-exchange07>
References: <4A09477D575C2C4B86497161427DD94C278E26564A@city-exchange07>
Message-ID: <C8B8517ADA90DB40A482797D59EB83895FAD2D25@CED01MBXS08.replynet.prv>

Hi Kevin,

I think it's enough to back up:
- etc/ containing RT's config files
- local/ containing all the extensions you added and your own customizations

Regards

________________________________________
Inizio: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] per conto di Kevin Elliott [kevin_elliott at ci.juneau.ak.us]
Inviato: gioved? 12 luglio 2012 19.52
Fine: rt-users at lists.bestpractical.com
Oggetto: [rt-users] Backing up RT's configuration files?

Hello all.

I have temporary custodianship over our RT server and would like to implement some sort of simple script backup system.

I'm planning on just dumping a copy of the database onto our backup server but what other files should I tar and move off the host? I am not very familiar with the underpinnings of RT so it's difficult for me to decide what to backup.

What files/directories should I backup so that I can quickly recover the RT server and our ticket content in the event of Something Bad(TM)?


Thanks.

--
Kevin Elliott

Network Specialist
City and Borough of Juneau, MIS
(907) 586 - 0905



Alberto Scotto

Blue Reply
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.scotto at reply.it
www.reply.it


________________________________

--
The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.


From ruz at bestpractical.com  Thu Jul 12 14:30:15 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 12 Jul 2012 21:30:15 +0300
Subject: [rt-users] Perl API: list of available queues, owners, status
In-Reply-To: <alpine.LRH.2.02.1207121755440.1688@calx061.ast.cam.ac.uk>
References: <alpine.LRH.2.02.1207121755440.1688@calx061.ast.cam.ac.uk>
Message-ID: <CAMOxC8uCxURsxoKfBnEMJjyMH+zv019QK+zTWk4kMHDu3D-5TA@mail.gmail.com>

On Thu, Jul 12, 2012 at 7:58 PM, Richard McMahon <rgm at ast.cam.ac.uk> wrote:
> Hello,
>
> Is there a way/example of how to get a list of queues, owners, status using
> the Perl API?
>
> I want to cycle through making a list counts for each owner
> and queue by status.

You want count tickets groupped by queue, owner and status, right? You
really don't want to iterate over anything. It will be very slow.
Instead take a look at how QueueSummaryBy* files do it in RT 4.0 and
how RT::Extension::SummaryByUser (on CPAN) does similar task. You just
need to combine two tables into one big table.

> Thanks  Richard

-- 
Best regards, Ruslan.


From rgm at ast.cam.ac.uk  Thu Jul 12 14:43:16 2012
From: rgm at ast.cam.ac.uk (Richard McMahon)
Date: Thu, 12 Jul 2012 19:43:16 +0100 (BST)
Subject: [rt-users] Perl API: list of available queues, owners, status
In-Reply-To: <CAMOxC8uCxURsxoKfBnEMJjyMH+zv019QK+zTWk4kMHDu3D-5TA@mail.gmail.com>
References: <alpine.LRH.2.02.1207121755440.1688@calx061.ast.cam.ac.uk>
	<CAMOxC8uCxURsxoKfBnEMJjyMH+zv019QK+zTWk4kMHDu3D-5TA@mail.gmail.com>
Message-ID: <alpine.LRH.2.02.1207121940160.1688@calx061.ast.cam.ac.uk>


Hi,

I am doing some ASCII perl reports and one of the options is to supply
the queue name. I want to be able to get a list of the queues that
are available as an input check.

r.


On Thu, 12 Jul 2012, Ruslan Zakirov wrote:

> Date: Thu, 12 Jul 2012 21:30:15 +0300
> From: Ruslan Zakirov <ruz at bestpractical.com>
> To: Richard McMahon <rgm at ast.cam.ac.uk>
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Perl API: list of available queues, owners, status
> 
> On Thu, Jul 12, 2012 at 7:58 PM, Richard McMahon <rgm at ast.cam.ac.uk> wrote:
>> Hello,
>>
>> Is there a way/example of how to get a list of queues, owners, status using
>> the Perl API?
>>
>> I want to cycle through making a list counts for each owner
>> and queue by status.
>
> You want count tickets groupped by queue, owner and status, right? You
> really don't want to iterate over anything. It will be very slow.
> Instead take a look at how QueueSummaryBy* files do it in RT 4.0 and
> how RT::Extension::SummaryByUser (on CPAN) does similar task. You just
> need to combine two tables into one big table.
>
>> Thanks  Richard
>
>

-------------------------------------------------------------------
  Dr. Richard G. McMahon    | Phone (office)     44-(0)-1223-337519
  University of Cambridge   |       (switchboard)       1223-337548
  Institute of Astronomy    |       (secretary)         1223-337516
  Madingley Rd              | FAX                       1223-337523
  Cambridge, CB3 OHA, UK.   | mobile                    7885-409019
  Office: Hoyle 18          | home                      1223-359770
-------------------------------------------------------------------
  email: rgm at ast.cam.ac.uk  | WWW:    http://www.ast.cam.ac.uk/~rgm
  richardgmcmahon at gmail.com | skype:                richardgmcmahon
-------------------------------------------------------------------


From falcone at bestpractical.com  Thu Jul 12 14:43:29 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 12 Jul 2012 14:43:29 -0400
Subject: [rt-users] R: Backing up RT's configuration files?
In-Reply-To: <C8B8517ADA90DB40A482797D59EB83895FAD2D25@CED01MBXS08.replynet.prv>
References: <4A09477D575C2C4B86497161427DD94C278E26564A@city-exchange07>
	<C8B8517ADA90DB40A482797D59EB83895FAD2D25@CED01MBXS08.replynet.prv>
Message-ID: <20120712184329.GB980@jibsheet.com>

On Thu, Jul 12, 2012 at 06:13:56PM +0000, Scotto Alberto wrote:
> I think it's enough to back up:
> - etc/ containing RT's config files
> - local/ containing all the extensions you added and your own customizations

/opt/rt4 is pretty tiny, you should back the whole thing up (ignoring
var/mason_data/ if you want).
Otherwise you'd miss something like your GPG config if you skipped
/opt/rt4/var

Don't forget your apache and email configurations which won't be under
RT's directory.

-kevin

> ________________________________________
> Inizio: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] per conto di Kevin Elliott [kevin_elliott at ci.juneau.ak.us]
> Inviato: gioved? 12 luglio 2012 19.52
> Fine: rt-users at lists.bestpractical.com
> Oggetto: [rt-users] Backing up RT's configuration files?
> 
> Hello all.
> 
> I have temporary custodianship over our RT server and would like to implement some sort of simple script backup system.
> 
> I'm planning on just dumping a copy of the database onto our backup server but what other files should I tar and move off the host? I am not very familiar with the underpinnings of RT so it's difficult for me to decide what to backup.
> 
> What files/directories should I backup so that I can quickly recover the RT server and our ticket content in the event of Something Bad(TM)?
> 
> 
> Thanks.
> 
> --
> Kevin Elliott
> 
> Network Specialist
> City and Borough of Juneau, MIS
> (907) 586 - 0905
> 
> 
> 
> Alberto Scotto
> 
> Blue Reply
> Via Cardinal Massaia, 83
> 10147 - Torino - ITALY
> phone: +39 011 29100
> al.scotto at reply.it
> www.reply.it
> 
> 
> ________________________________
> 
> --
> The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.
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From al.scotto at reply.it  Thu Jul 12 14:44:43 2012
From: al.scotto at reply.it (Scotto Alberto)
Date: Thu, 12 Jul 2012 18:44:43 +0000
Subject: [rt-users] R: Backing up RT's configuration files?
In-Reply-To: <C8B8517ADA90DB40A482797D59EB83895FAD2D25@CED01MBXS08.replynet.prv>
References: <4A09477D575C2C4B86497161427DD94C278E26564A@city-exchange07>,
	<C8B8517ADA90DB40A482797D59EB83895FAD2D25@CED01MBXS08.replynet.prv>
Message-ID: <C8B8517ADA90DB40A482797D59EB83895FAD2D41@CED01MBXS08.replynet.prv>

A small add: I assumed that all your customizations were made following official guidelines, i.e. putting everything under local/ path. If you are unsure, include lib/ directory in your backup.

Moreover, here are two semi-official backup scripts:

http://requesttracker.wikia.com/wiki/BackupRTDB
http://requesttracker.wikia.com/wiki/BackupRT


________________________________________
Inizio: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] per conto di Scotto Alberto [al.scotto at reply.it]
Inviato: gioved? 12 luglio 2012 20.13
Fine: Kevin Elliott; rt-users at lists.bestpractical.com
Oggetto: [rt-users] R: Backing up RT's configuration files?

Hi Kevin,

I think it's enough to back up:
- etc/ containing RT's config files
- local/ containing all the extensions you added and your own customizations

Regards

________________________________________
Inizio: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] per conto di Kevin Elliott [kevin_elliott at ci.juneau.ak.us]
Inviato: gioved? 12 luglio 2012 19.52
Fine: rt-users at lists.bestpractical.com
Oggetto: [rt-users] Backing up RT's configuration files?

Hello all.

I have temporary custodianship over our RT server and would like to implement some sort of simple script backup system.

I'm planning on just dumping a copy of the database onto our backup server but what other files should I tar and move off the host? I am not very familiar with the underpinnings of RT so it's difficult for me to decide what to backup.

What files/directories should I backup so that I can quickly recover the RT server and our ticket content in the event of Something Bad(TM)?


Thanks.

--
Kevin Elliott

Network Specialist
City and Borough of Juneau, MIS
(907) 586 - 0905



Alberto Scotto

Blue Reply
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.scotto at reply.it
www.reply.it


________________________________

--
The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.


Alberto Scotto

Blue Reply
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.scotto at reply.it
www.reply.it


________________________________

--
The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.


From trs at bestpractical.com  Thu Jul 12 14:47:38 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 12 Jul 2012 11:47:38 -0700
Subject: [rt-users] R: Backing up RT's configuration files?
In-Reply-To: <C8B8517ADA90DB40A482797D59EB83895FAD2D41@CED01MBXS08.replynet.prv>
References: <4A09477D575C2C4B86497161427DD94C278E26564A@city-exchange07>,
	<C8B8517ADA90DB40A482797D59EB83895FAD2D25@CED01MBXS08.replynet.prv>
	<C8B8517ADA90DB40A482797D59EB83895FAD2D41@CED01MBXS08.replynet.prv>
Message-ID: <4FFF1BCA.5090808@bestpractical.com>

On 07/12/2012 11:44 AM, Scotto Alberto wrote:
> Moreover, here are two semi-official backup scripts:
> 
> http://requesttracker.wikia.com/wiki/BackupRTDB
> http://requesttracker.wikia.com/wiki/BackupRT

Those are not even semi-official.  They're 100% user contributed.
Anything official ships with RT inside the tarballs or is released as an
extension by Best Practical to CPAN.


From ruz at bestpractical.com  Thu Jul 12 14:48:17 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 12 Jul 2012 21:48:17 +0300
Subject: [rt-users] Perl API: list of available queues, owners, status
In-Reply-To: <alpine.LRH.2.02.1207121940160.1688@calx061.ast.cam.ac.uk>
References: <alpine.LRH.2.02.1207121755440.1688@calx061.ast.cam.ac.uk>
	<CAMOxC8uCxURsxoKfBnEMJjyMH+zv019QK+zTWk4kMHDu3D-5TA@mail.gmail.com>
	<alpine.LRH.2.02.1207121940160.1688@calx061.ast.cam.ac.uk>
Message-ID: <CAMOxC8vRaXMcabrmuno=5k65zhKafpMxKngGXw6F+_XTdUD03g@mail.gmail.com>

On Thu, Jul 12, 2012 at 9:43 PM, Richard McMahon <rgm at ast.cam.ac.uk> wrote:
>
> Hi,
>
> I am doing some ASCII perl reports and one of the options is to supply
> the queue name. I want to be able to get a list of the queues that
> are available as an input check.

my $queues = RT::Queues->new( RT->SystemUser );
$queues->UnLimit;
while ( my $queue = $queues->Next ) {
    print $queue->Name, "\n";
}

>
> r.
>
>
> On Thu, 12 Jul 2012, Ruslan Zakirov wrote:
>
>> Date: Thu, 12 Jul 2012 21:30:15 +0300
>> From: Ruslan Zakirov <ruz at bestpractical.com>
>> To: Richard McMahon <rgm at ast.cam.ac.uk>
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Perl API: list of available queues, owners, status
>>
>>
>> On Thu, Jul 12, 2012 at 7:58 PM, Richard McMahon <rgm at ast.cam.ac.uk>
>> wrote:
>>>
>>> Hello,
>>>
>>> Is there a way/example of how to get a list of queues, owners, status
>>> using
>>> the Perl API?
>>>
>>> I want to cycle through making a list counts for each owner
>>> and queue by status.
>>
>>
>> You want count tickets groupped by queue, owner and status, right? You
>> really don't want to iterate over anything. It will be very slow.
>> Instead take a look at how QueueSummaryBy* files do it in RT 4.0 and
>> how RT::Extension::SummaryByUser (on CPAN) does similar task. You just
>> need to combine two tables into one big table.
>>
>>> Thanks  Richard
>>
>>
>>
>
> -------------------------------------------------------------------
>  Dr. Richard G. McMahon    | Phone (office)     44-(0)-1223-337519
>  University of Cambridge   |       (switchboard)       1223-337548
>  Institute of Astronomy    |       (secretary)         1223-337516
>  Madingley Rd              | FAX                       1223-337523
>  Cambridge, CB3 OHA, UK.   | mobile                    7885-409019
>  Office: Hoyle 18          | home                      1223-359770
> -------------------------------------------------------------------
>  email: rgm at ast.cam.ac.uk  | WWW:    http://www.ast.cam.ac.uk/~rgm
>  richardgmcmahon at gmail.com | skype:                richardgmcmahon
> -------------------------------------------------------------------



-- 
Best regards, Ruslan.


From falcone at bestpractical.com  Thu Jul 12 15:00:00 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 12 Jul 2012 15:00:00 -0400
Subject: [rt-users] Perl API: list of available queues, owners, status
In-Reply-To: <alpine.LRH.2.02.1207121940160.1688@calx061.ast.cam.ac.uk>
References: <alpine.LRH.2.02.1207121755440.1688@calx061.ast.cam.ac.uk>
	<CAMOxC8uCxURsxoKfBnEMJjyMH+zv019QK+zTWk4kMHDu3D-5TA@mail.gmail.com>
	<alpine.LRH.2.02.1207121940160.1688@calx061.ast.cam.ac.uk>
Message-ID: <20120712190000.GC980@jibsheet.com>

On Thu, Jul 12, 2012 at 07:43:16PM +0100, Richard McMahon wrote:
> I am doing some ASCII perl reports and one of the options is to supply
> the queue name. I want to be able to get a list of the queues that
> are available as an input check.

In that case, it's probably easier to ->Load the queue by name and see
if it exists, rather than list 20 queues and name compare each.

-kevin

> 
> On Thu, 12 Jul 2012, Ruslan Zakirov wrote:
> 
> >Date: Thu, 12 Jul 2012 21:30:15 +0300
> >From: Ruslan Zakirov <ruz at bestpractical.com>
> >To: Richard McMahon <rgm at ast.cam.ac.uk>
> >Cc: rt-users at lists.bestpractical.com
> >Subject: Re: [rt-users] Perl API: list of available queues, owners, status
> >
> >On Thu, Jul 12, 2012 at 7:58 PM, Richard McMahon <rgm at ast.cam.ac.uk> wrote:
> >>Hello,
> >>
> >>Is there a way/example of how to get a list of queues, owners, status using
> >>the Perl API?
> >>
> >>I want to cycle through making a list counts for each owner
> >>and queue by status.
> >
> >You want count tickets groupped by queue, owner and status, right? You
> >really don't want to iterate over anything. It will be very slow.
> >Instead take a look at how QueueSummaryBy* files do it in RT 4.0 and
> >how RT::Extension::SummaryByUser (on CPAN) does similar task. You just
> >need to combine two tables into one big table.
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From davidtg at u.washington.edu  Thu Jul 12 15:36:12 2012
From: davidtg at u.washington.edu (David T. Grayston)
Date: Thu, 12 Jul 2012 19:36:12 +0000
Subject: [rt-users] Approvals squelch mail to requestor
Message-ID: <07A5F0ABA6ABCE488CF01BB872138FEB372CCA@uwit-mbx07.exchange.washington.edu>

Hi all,

>From what I can determine within the RT Approval system when the approval ticket is approved there is code within lib/RT/Approval/Rule/Passed.pm that sends a reply to the requestor using the Approval Passed template.

I tried editing the Approval Passed template making it blank - which in theory would squelch the email but when the ticket is Approved this error is returned:

"Can't call method "SquelchMailTo" on an undefined value at /usr/share/request-tracker4/lib/RT/Ticket.pm line 2157"

I'd like to avoid editing Passed.pm but how else might I suppress this email to the requestor upon approval?

------------------------------------------------------------------
David T. Grayston     Systems & Database Administrator
University of Washington   School of Public Health

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From slackamp at gmail.com  Thu Jul 12 16:47:03 2012
From: slackamp at gmail.com (slamp slamp)
Date: Thu, 12 Jul 2012 16:47:03 -0400
Subject: [rt-users] Tickets are showing in results from Queues that are
	disabled
Message-ID: <CAF76of77uoECrRCz6cUSNZTnuk=xd93SPLh=19ij0ijRua243w@mail.gmail.com>

Hello,

I seem to be having an issue with tickets showing in my RT at a glance
page from queues that have been disabled. Is this the desired
behavior? If not where should I start looking?


RT 3.8.8

Here's the query (I believe this is a canned search)

Requestor.id = '__CurrentUser__' AND (  Status = 'new' OR Status = 'open' )


From ruz at bestpractical.com  Thu Jul 12 16:58:37 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 12 Jul 2012 23:58:37 +0300
Subject: [rt-users] Tickets are showing in results from Queues that are
	disabled
In-Reply-To: <CAF76of77uoECrRCz6cUSNZTnuk=xd93SPLh=19ij0ijRua243w@mail.gmail.com>
References: <CAF76of77uoECrRCz6cUSNZTnuk=xd93SPLh=19ij0ijRua243w@mail.gmail.com>
Message-ID: <CAMOxC8vYoQQenpK2wKtrv3K9PTZG1xzOcOqZAahOdQQnP+9k2g@mail.gmail.com>

On Thu, Jul 12, 2012 at 11:47 PM, slamp slamp <slackamp at gmail.com> wrote:
> Hello,
>
> I seem to be having an issue with tickets showing in my RT at a glance
> page from queues that have been disabled. Is this the desired
> behavior? If not where should I start looking?

It's expected and I'm afraid there is no TicketSQL to filter them.

> RT 3.8.8
>
> Here's the query (I believe this is a canned search)
>
> Requestor.id = '__CurrentUser__' AND (  Status = 'new' OR Status = 'open' )



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Thu Jul 12 17:00:32 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 13 Jul 2012 00:00:32 +0300
Subject: [rt-users] Approvals squelch mail to requestor
In-Reply-To: <07A5F0ABA6ABCE488CF01BB872138FEB372CCA@uwit-mbx07.exchange.washington.edu>
References: <07A5F0ABA6ABCE488CF01BB872138FEB372CCA@uwit-mbx07.exchange.washington.edu>
Message-ID: <CAMOxC8vRB1gOxMnM2B9wKNwgXfNZw5eu-hownjmdRqo147rG5A@mail.gmail.com>

Hi,

report a bug report, what you did should work.

On Thu, Jul 12, 2012 at 10:36 PM, David T. Grayston
<davidtg at u.washington.edu> wrote:
> Hi all,
>
>
>
> From what I can determine within the RT Approval system when the approval
> ticket is approved there is code within lib/RT/Approval/Rule/Passed.pm that
> sends a reply to the requestor using the Approval Passed template.
>
>
>
> I tried editing the Approval Passed template making it blank ? which in
> theory would squelch the email but when the ticket is Approved this error is
> returned:
>
>
>
> ?Can't call method "SquelchMailTo" on an undefined value at
> /usr/share/request-tracker4/lib/RT/Ticket.pm line 2157?
>
>
>
> I?d like to avoid editing Passed.pm but how else might I suppress this email
> to the requestor upon approval?
>
>
>
> ------------------------------------------------------------------
> David T. Grayston     Systems & Database Administrator
>
> University of Washington   School of Public Health
>
>



-- 
Best regards, Ruslan.


From rgm at ast.cam.ac.uk  Thu Jul 12 20:01:05 2012
From: rgm at ast.cam.ac.uk (Richard McMahon)
Date: Fri, 13 Jul 2012 01:01:05 +0100 (BST)
Subject: [rt-users] Perl API: list of available queues, owners, status
In-Reply-To: <20120712190000.GC980@jibsheet.com>
References: <alpine.LRH.2.02.1207121755440.1688@calx061.ast.cam.ac.uk>
	<CAMOxC8uCxURsxoKfBnEMJjyMH+zv019QK+zTWk4kMHDu3D-5TA@mail.gmail.com>
	<alpine.LRH.2.02.1207121940160.1688@calx061.ast.cam.ac.uk>
	<20120712190000.GC980@jibsheet.com>
Message-ID: <alpine.GSO.2.00.1207122228290.22895@casx007>

OK, that gets me the queue list.

Is there an API way to get the full list of valid status values and also
the list of names of ticket owners. I have looked that the code
that Ruslan mentions but I am able see how to get at the owner
list and list of valid status values.

thanks



I know how to this sort of thing with RAW SQL but prefer to try to
use the API.

I have looked at QueueSummaryByStatus in RT4 but


thanks


On Thu, 12 Jul 2012, Kevin Falcone wrote:

> Date: Thu, 12 Jul 2012 15:00:00 -0400
> From: Kevin Falcone <falcone at bestpractical.com>
> Reply-To: rt-users at lists.bestpractical.com
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Perl API: list of available queues, owners, status
> 
> On Thu, Jul 12, 2012 at 07:43:16PM +0100, Richard McMahon wrote:
>> I am doing some ASCII perl reports and one of the options is to supply
>> the queue name. I want to be able to get a list of the queues that
>> are available as an input check.
>
> In that case, it's probably easier to ->Load the queue by name and see
> if it exists, rather than list 20 queues and name compare each.
>
> -kevin
>
>>
>> On Thu, 12 Jul 2012, Ruslan Zakirov wrote:
>>
>>> Date: Thu, 12 Jul 2012 21:30:15 +0300
>>> From: Ruslan Zakirov <ruz at bestpractical.com>
>>> To: Richard McMahon <rgm at ast.cam.ac.uk>
>>> Cc: rt-users at lists.bestpractical.com
>>> Subject: Re: [rt-users] Perl API: list of available queues, owners, status
>>>
>>> On Thu, Jul 12, 2012 at 7:58 PM, Richard McMahon <rgm at ast.cam.ac.uk> wrote:
>>>> Hello,
>>>>
>>>> Is there a way/example of how to get a list of queues, owners, status using
>>>> the Perl API?
>>>>
>>>> I want to cycle through making a list counts for each owner
>>>> and queue by status.
>>>
>>> You want count tickets groupped by queue, owner and status, right? You
>>> really don't want to iterate over anything. It will be very slow.
>>> Instead take a look at how QueueSummaryBy* files do it in RT 4.0 and
>>> how RT::Extension::SummaryByUser (on CPAN) does similar task. You just
>>> need to combine two tables into one big table.
>

-------------------------------------------------------------------
  Dr. Richard G. McMahon    | Phone (office)     44-(0)-1223-337519
  University of Cambridge   |       (switchboard)       1223-337548
  Institute of Astronomy    |       (secretary)         1223-337516
  Madingley Rd              | FAX                       1223-337523
  Cambridge, CB3 OHA, UK.   | mobile                    7885-409019
  Office: Hoyle 18          | home                      1223-359770
-------------------------------------------------------------------
  email: rgm at ast.cam.ac.uk  | WWW:    http://www.ast.cam.ac.uk/~rgm
  richardgmcmahon at gmail.com | skype:                richardgmcmahon
-------------------------------------------------------------------


From falcone at bestpractical.com  Thu Jul 12 21:36:55 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 12 Jul 2012 21:36:55 -0400
Subject: [rt-users] Perl API: list of available queues, owners, status
In-Reply-To: <alpine.GSO.2.00.1207122228290.22895@casx007>
References: <alpine.LRH.2.02.1207121755440.1688@calx061.ast.cam.ac.uk>
	<CAMOxC8uCxURsxoKfBnEMJjyMH+zv019QK+zTWk4kMHDu3D-5TA@mail.gmail.com>
	<alpine.LRH.2.02.1207121940160.1688@calx061.ast.cam.ac.uk>
	<20120712190000.GC980@jibsheet.com>
	<alpine.GSO.2.00.1207122228290.22895@casx007>
Message-ID: <20120713013655.GD980@jibsheet.com>

On Fri, Jul 13, 2012 at 01:01:05AM +0100, Richard McMahon wrote:
> Is there an API way to get the full list of valid status values and also

Have you tried running perldoc /opt/rt4/lib/RT/Queue.pm
and searching for Status?

> the list of names of ticket owners. I have looked that the code

Look at what the SelectOwner template does to get an owner list.

-kevin

> that Ruslan mentions but I am able see how to get at the owner
> list and list of valid status values.
> 
> thanks
> 
> 
> 
> I know how to this sort of thing with RAW SQL but prefer to try to
> use the API.
> 
> I have looked at QueueSummaryByStatus in RT4 but
> 
> 
> thanks
> 
> 
> On Thu, 12 Jul 2012, Kevin Falcone wrote:
> 
> >Date: Thu, 12 Jul 2012 15:00:00 -0400
> >From: Kevin Falcone <falcone at bestpractical.com>
> >Reply-To: rt-users at lists.bestpractical.com
> >To: rt-users at lists.bestpractical.com
> >Subject: Re: [rt-users] Perl API: list of available queues, owners, status
> >
> >On Thu, Jul 12, 2012 at 07:43:16PM +0100, Richard McMahon wrote:
> >>I am doing some ASCII perl reports and one of the options is to supply
> >>the queue name. I want to be able to get a list of the queues that
> >>are available as an input check.
> >
> >In that case, it's probably easier to ->Load the queue by name and see
> >if it exists, rather than list 20 queues and name compare each.
> >
> >-kevin
> >
> >>
> >>On Thu, 12 Jul 2012, Ruslan Zakirov wrote:
> >>
> >>>Date: Thu, 12 Jul 2012 21:30:15 +0300
> >>>From: Ruslan Zakirov <ruz at bestpractical.com>
> >>>To: Richard McMahon <rgm at ast.cam.ac.uk>
> >>>Cc: rt-users at lists.bestpractical.com
> >>>Subject: Re: [rt-users] Perl API: list of available queues, owners, status
> >>>
> >>>On Thu, Jul 12, 2012 at 7:58 PM, Richard McMahon <rgm at ast.cam.ac.uk> wrote:
> >>>>Hello,
> >>>>
> >>>>Is there a way/example of how to get a list of queues, owners, status using
> >>>>the Perl API?
> >>>>
> >>>>I want to cycle through making a list counts for each owner
> >>>>and queue by status.
> >>>
> >>>You want count tickets groupped by queue, owner and status, right? You
> >>>really don't want to iterate over anything. It will be very slow.
> >>>Instead take a look at how QueueSummaryBy* files do it in RT 4.0 and
> >>>how RT::Extension::SummaryByUser (on CPAN) does similar task. You just
> >>>need to combine two tables into one big table.
> >
> 
> -------------------------------------------------------------------
>  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
> -------------------------------------------------------------------
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From karl at heatcon.com  Thu Jul 12 23:48:37 2012
From: karl at heatcon.com (Karl Banasky)
Date: Thu, 12 Jul 2012 20:48:37 -0700
Subject: [rt-users] RES:  Help to configure incoming e-mails
In-Reply-To: <3B9178D874F56F47B616AB50C01F7B773080AAB6@GRUPRD8002MB111.lamprd80.prod.outlook.com>
References: <3B9178D874F56F47B616AB50C01F7B773080AAB6@GRUPRD8002MB111.lamprd80.prod.outlook.com>
Message-ID: <4FFF9A95.2070506@heatcon.com>

    So it sounds like your aliases are not setup correctly for the RT
    queue. I would verify that email to the queue is going to the queue.
    BTW you error referance is with postfix. The errors coming from RT
    are in either the HTML server logs or the system logs. Email comes
    in the gets sent via a pipe to a "web page" which renders the email
    "data" and renders it appropriately.

    To send an email via the command line do (how I did it, probably not
    the best):
             # /etc/smrsh/rt-mailgate --queue <'QUEUE NAME'> --action
    correspond --url http(s)://<IP or HOSTNAME>:<port#>
    (--no-verify-ssl) --debug < /dir/to/sometext.file

    Hopefully you can translate that to work for you. Stuff in () is
    optional depending on your configuration. Once you run that you will
    get a response back with more info.  If it errors then you got to
    get that resolved if it works then the problem or error is within
    postfix.

    Karl-

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


    My setup is near what you want to achieve, but i used procmail/RT
    CLI instead of CommandBymail.

    With ExchangeServer (mine is Office365) I configured postfix to send
    all the outgoing mails with From field same as the user who logs on
    exchange.
    Since apache user send mail the exchange server may block because
    you log as ticket at yourdomain.com and the mail arrives as www-data
    at hostname.domain.com.

    Look for smtp_generic_maps for postfix, for msmtp I dont know how to do.




    -----Mensagem original-----
    De: rt-users-bounces at lists.bestpractical.com
    [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de
    Alberto Villanueva
    Enviada em: quarta-feira, 11 de julho de 2012 12:46
    Para: rt-users at lists.bestpractical.com
    Assunto: [rt-users] Help to configure incoming e-mails

    Hi all,


    I'm configuring RT to a customer. It runs all enabled features
    except the creation of defects using an e-mail. I have installed
    CommandByMail and it was installed successfully.

    I'm going to describe the problem:
    - Machine_A
    -> Unix
    -> RT installation (4.0.5)
    -> msmstp
    - Machine_B
    -> Windows
    -> Exchange server

    When I send an email from Machine_A (or Machine_B) to RT to create
    the ticket in a specific queue, the mail log indicates the next
    message:
    "status = sent (205 2.0.6): Queued mail for delivery", and the
    ticket is not created logically. But RT sends the e-mail when
    someone comments in a ticket.

    When I send the e-mail from Machine_A, I get the next e-mail address:
    "aliases at machine_a.com" but I want to send it to "aliases at
    domain.com".
    I think the problem is in the mail configuration or on the
    connection between the machines. But I don't :-(

    Could you help me?


    Thank you very much!!

    Best regards,

    --
    Alberto VILLANUEVA DEL VAL
    Consultor
    Altran Espa?a, Industria
    ___________________________________________

    ALTRAN: talento generando innovaci?n

    Parque Empresarial Las Mercedes, Edificio 1 C/ Campezo, 1
    28022 Madrid
    Spain
    Tel. : + 34 917 44 46 00
    Fax : + 34 914 15 24 57
    alberto.villanueva at altran.es
    www.altran.es
    www.altran360.es

    S?guenos en:
    www.linkedin.com/company/altran-espana
    www.twitter.com/altran_es
    www.facebook.com/altranespana

    Antes de imprimir este mensaje, aseg?rate de que es necesario.
    Proteger el medio ambiente est? tambi?n en tu mano.
    En cumplimiento de la Ley Org?nica 15/1999, con fecha 13 de
    diciembre, de Protecci?n de Datos de Car?cter Personal, y la Ley
    34/2002, con fecha
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    Protecci?n de Datos de Car?cter Personal y dem?s normativa
    concordante, dirigi?ndose a nuestra direcci?n anteriormente se?alada
    o por medio de correo
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    y a borrarlo de su sistema sin realizar copias.



From tjrc at sanger.ac.uk  Fri Jul 13 05:01:33 2012
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Fri, 13 Jul 2012 10:01:33 +0100
Subject: [rt-users] Perl API: list of available queues, owners, status
In-Reply-To: <alpine.GSO.2.00.1207122228290.22895@casx007>
References: <alpine.LRH.2.02.1207121755440.1688@calx061.ast.cam.ac.uk>
	<CAMOxC8uCxURsxoKfBnEMJjyMH+zv019QK+zTWk4kMHDu3D-5TA@mail.gmail.com>
	<alpine.LRH.2.02.1207121940160.1688@calx061.ast.cam.ac.uk>
	<20120712190000.GC980@jibsheet.com>
	<alpine.GSO.2.00.1207122228290.22895@casx007>
Message-ID: <174F2CFE-0FC8-4554-9622-D403FBB79973@sanger.ac.uk>


On 13 Jul 2012, at 01:01, Richard McMahon wrote:

> OK, that gets me the queue list.
> 
> Is there an API way to get the full list of valid status values

That's part of the configuration; it's not an API as such.  That information is all configurable by you in the %Lifecycle configuration (look in RT_Config.pm).

See the documentation for the RT::Lifecycle module:

my $lifecycle = RT::Lifecycle->Load('default');
my @statuses = $lifecycle->Valid;

probably gets you what you want.  Most of the perl classes that the BestPractical guys expect us to use in scripts have reasonable pod documentation, although often you have to remember to also consult the superclass documentation as well, since sometimes the documentation is at that level, in things like RT::Record and RT::SearchBuilder.

> and also
> the list of names of ticket owners.

Well, you can always construct that from any list of tickets that you've previously obtained.  The method is similar to the one mentioned before for iterating over queues; instead, you iterate over the tickets and fetch the name of the owner from each one.  Note that this is likely to be quite slow if there are a lot of tickets.

You could, of course query the database directly, with something like:

select distinct(u.Name) from Users u, Tickets t where t.Owner = u.id;

but querying the database directly is not generally considered a smart thing to do, although I doubt this part of the schema is going to change any time soon.

> I have looked that the code
> that Ruslan mentions but I am able see how to get at the owner
> list and list of valid status values.

I find that most of the RT code base itself is usually fairly clear (with the exceptions of some of the hairier web interface corners), and when I want to find out how to do something in the RT API I just search the main RT code for places where the same thing is being done, and copy it!

Regards,

Tim

-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From catalin.patrascu at cert-ro.eu  Fri Jul 13 06:06:13 2012
From: catalin.patrascu at cert-ro.eu (Catalin Patrascu)
Date: Fri, 13 Jul 2012 13:06:13 +0300
Subject: [rt-users] rt 3.8.11 custom fields autocompletion not working
Message-ID: <4FFFF315.1060405@cert-ro.eu>

Hello!

Please help me with autocompletion feature on custom fields because it
isn't working.
Has anyoane faced this problem?
I'm using rt 3.8.11.

Regards



From falcone at bestpractical.com  Fri Jul 13 10:51:20 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 13 Jul 2012 10:51:20 -0400
Subject: [rt-users] Perl API: list of available queues, owners, status
In-Reply-To: <174F2CFE-0FC8-4554-9622-D403FBB79973@sanger.ac.uk>
References: <alpine.LRH.2.02.1207121755440.1688@calx061.ast.cam.ac.uk>
	<CAMOxC8uCxURsxoKfBnEMJjyMH+zv019QK+zTWk4kMHDu3D-5TA@mail.gmail.com>
	<alpine.LRH.2.02.1207121940160.1688@calx061.ast.cam.ac.uk>
	<20120712190000.GC980@jibsheet.com>
	<alpine.GSO.2.00.1207122228290.22895@casx007>
	<174F2CFE-0FC8-4554-9622-D403FBB79973@sanger.ac.uk>
Message-ID: <20120713145120.GE980@jibsheet.com>

On Fri, Jul 13, 2012 at 10:01:33AM +0100, Tim Cutts wrote:
> 
> On 13 Jul 2012, at 01:01, Richard McMahon wrote:
> 
> > OK, that gets me the queue list.
> > 
> > Is there an API way to get the full list of valid status values
> 
> That's part of the configuration; it's not an API as such.  That information is all configurable by you in the %Lifecycle configuration (look in RT_Config.pm).
> 
> See the documentation for the RT::Lifecycle module:
> 
> my $lifecycle = RT::Lifecycle->Load('default');
> my @statuses = $lifecycle->Valid;
> 
> probably gets you what you want.  Most of the perl classes that the BestPractical guys expect us to use in scripts have reasonable pod documentation, although often you have to remember to also consult the superclass documentation as well, since sometimes the documentation is at that level, in things like RT::Record and RT::SearchBuilder.

You really don't want to go about it that way.
You want to ask the Queue for the valid statuses, which is why I
pointed to the perldoc for Queue.pm.
A Queue object can get you both global and queue specific sets of
statuses, and it can also tell you if a Status is valid for a given
Queue.

> > and also
> > the list of names of ticket owners.
> 
> Well, you can always construct that from any list of tickets that you've previously obtained.  The method is similar to the one mentioned before for iterating over queues; instead, you iterate over the tickets and fetch the name of the owner from each one.  Note that this is likely to be quite slow if there are a lot of tickets.
> 
> You could, of course query the database directly, with something like:
> 
> select distinct(u.Name) from Users u, Tickets t where t.Owner = u.id;
> 
> but querying the database directly is not generally considered a smart thing to do, although I doubt this part of the schema is going to change any time soon.

This is a list of people who are currently Owners, which is not
actually the same as people who can be owners.


-kevin

> > I have looked that the code
> > that Ruslan mentions but I am able see how to get at the owner
> > list and list of valid status values.
> 
> I find that most of the RT code base itself is usually fairly clear (with the exceptions of some of the hairier web interface corners), and when I want to find out how to do something in the RT API I just search the main RT code for places where the same thing is being done, and copy it!
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From rgm at ast.cam.ac.uk  Fri Jul 13 11:42:59 2012
From: rgm at ast.cam.ac.uk (Richard McMahon)
Date: Fri, 13 Jul 2012 16:42:59 +0100 (BST)
Subject: [rt-users] Perl API: list of available queues, owners, status
In-Reply-To: <174F2CFE-0FC8-4554-9622-D403FBB79973@sanger.ac.uk>
References: <alpine.LRH.2.02.1207121755440.1688@calx061.ast.cam.ac.uk>
	<CAMOxC8uCxURsxoKfBnEMJjyMH+zv019QK+zTWk4kMHDu3D-5TA@mail.gmail.com>
	<alpine.LRH.2.02.1207121940160.1688@calx061.ast.cam.ac.uk>
	<20120712190000.GC980@jibsheet.com>
	<alpine.GSO.2.00.1207122228290.22895@casx007>
	<174F2CFE-0FC8-4554-9622-D403FBB79973@sanger.ac.uk>
Message-ID: <alpine.LRH.2.02.1207131534200.1688@calx061.ast.cam.ac.uk>


Ok, I am nearly there. Yes, I have looked the perldoc but got a little
lost. It is very comprehensive but Perl is my third language :).

I am nearly there. I need the list of possible ticket owners. This is the 
list of people in the admin group, maybe.

My previous report scripts used raw sql but I want to rewrite the reports 
using as much of the RT API code bases as possible.

Below I summarise the input on getting the valid status values; note
we have some extra ones and the queuses

my $lifecycle = RT::Lifecycle->Load('default');
my @statuses = $lifecycle->Valid;

for my $status (@statuses) {
     print $status, "\n";
}



my $queues = RT::Queues->new( RT->SystemUser );
$queues->UnLimit;
while ( my $queue = $queues->Next ) {
     print $queue->Name, "\n";
}


So, is there something simialar that list the members who
can own a ticket?

thanks


On Fri, 13 Jul 2012, Tim Cutts wrote:

> Date: Fri, 13 Jul 2012 10:01:33 +0100
> From: Tim Cutts <tjrc at sanger.ac.uk>
> To: Richard McMahon <rgm at ast.cam.ac.uk>
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Perl API: list of available queues, owners, status
> 
>
> On 13 Jul 2012, at 01:01, Richard McMahon wrote:
>
>> OK, that gets me the queue list.
>>
>> Is there an API way to get the full list of valid status values
>
> That's part of the configuration; it's not an API as such.  That information is all configurable by you in the %Lifecycle configuration (look in RT_Config.pm).
>
> See the documentation for the RT::Lifecycle module:
>
> my $lifecycle = RT::Lifecycle->Load('default');
> my @statuses = $lifecycle->Valid;
>
> probably gets you what you want.  Most of the perl classes that the BestPractical guys expect us to use in scripts have reasonable pod documentation, although often you have to remember to also consult the superclass documentation as well, since sometimes the documentation is at that level, in things like RT::Record and RT::SearchBuilder.
>
>> and also
>> the list of names of ticket owners.
>
> Well, you can always construct that from any list of tickets that you've previously obtained.  The method is similar to the one mentioned before for iterating over queues; instead, you iterate over the tickets and fetch the name of the owner from each one.  Note that this is likely to be quite slow if there are a lot of tickets.
>
> You could, of course query the database directly, with something like:
>
> select distinct(u.Name) from Users u, Tickets t where t.Owner = u.id;
>
> but querying the database directly is not generally considered a smart thing to do, although I doubt this part of the schema is going to change any time soon.
>
>> I have looked that the code
>> that Ruslan mentions but I am able see how to get at the owner
>> list and list of valid status values.
>
> I find that most of the RT code base itself is usually fairly clear (with the exceptions of some of the hairier web interface corners), and when I want to find out how to do something in the RT API I just search the main RT code for places where the same thing is being done, and copy it!
>
> Regards,
>
> Tim
>
>

-------------------------------------------------------------------
  Dr. Richard G. McMahon    | Phone (office)     44-(0)-1223-337519
  University of Cambridge   |       (switchboard)       1223-337548
  Institute of Astronomy    |       (secretary)         1223-337516
  Madingley Rd              | FAX                       1223-337523
  Cambridge, CB3 OHA, UK.   | mobile                    7885-409019
  Office: Hoyle 18          | home                      1223-359770
-------------------------------------------------------------------
  email: rgm at ast.cam.ac.uk  | WWW:    http://www.ast.cam.ac.uk/~rgm
  richardgmcmahon at gmail.com | skype:                richardgmcmahon
-------------------------------------------------------------------


From rgm at ast.cam.ac.uk  Fri Jul 13 12:55:10 2012
From: rgm at ast.cam.ac.uk (Richard McMahon)
Date: Fri, 13 Jul 2012 17:55:10 +0100 (BST)
Subject: [rt-users] Perl API: list of available queues, owners, status
In-Reply-To: <20120713013655.GD980@jibsheet.com>
References: <alpine.LRH.2.02.1207121755440.1688@calx061.ast.cam.ac.uk>
	<CAMOxC8uCxURsxoKfBnEMJjyMH+zv019QK+zTWk4kMHDu3D-5TA@mail.gmail.com>
	<alpine.LRH.2.02.1207121940160.1688@calx061.ast.cam.ac.uk>
	<20120712190000.GC980@jibsheet.com>
	<alpine.GSO.2.00.1207122228290.22895@casx007>
	<20120713013655.GD980@jibsheet.com>
Message-ID: <Pine.GSO.4.58.1207131753300.23473@cass00>


OK, I have looked at:

the SelectOwnerDrop template and came up with this which does
what I want to get the list of valid owners:

my $Users = RT::Users->new( RT->SystemUser );
$Users->WhoHaveRight(
        Right               => 'OwnTicket',
    );

while ( my $Users = $Users->Next ) {
    print $Users->Name, "\n";
}

Thanks for the pointer

On Thu, 12 Jul 2012, Kevin Falcone wrote:

> Date: Thu, 12 Jul 2012 21:36:55 -0400
> From: Kevin Falcone <falcone at bestpractical.com>
> Reply-To: rt-users at lists.bestpractical.com
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Perl API: list of available queues, owners, status
>
> On Fri, Jul 13, 2012 at 01:01:05AM +0100, Richard McMahon wrote:
> > Is there an API way to get the full list of valid status values and also
>
> Have you tried running perldoc /opt/rt4/lib/RT/Queue.pm
> and searching for Status?
>
> > the list of names of ticket owners. I have looked that the code
>
> Look at what the SelectOwner template does to get an owner list.
>
> -kevin
>
> > that Ruslan mentions but I am able see how to get at the owner
> > list and list of valid status values.
> >
> > thanks
> >
> >
> >
> > I know how to this sort of thing with RAW SQL but prefer to try to
> > use the API.
> >
> > I have looked at QueueSummaryByStatus in RT4 but
> >
> >
> > thanks
> >
> >
> > On Thu, 12 Jul 2012, Kevin Falcone wrote:
> >
> > >Date: Thu, 12 Jul 2012 15:00:00 -0400
> > >From: Kevin Falcone <falcone at bestpractical.com>
> > >Reply-To: rt-users at lists.bestpractical.com
> > >To: rt-users at lists.bestpractical.com
> > >Subject: Re: [rt-users] Perl API: list of available queues, owners, status
> > >
> > >On Thu, Jul 12, 2012 at 07:43:16PM +0100, Richard McMahon wrote:
> > >>I am doing some ASCII perl reports and one of the options is to supply
> > >>the queue name. I want to be able to get a list of the queues that
> > >>are available as an input check.
> > >
> > >In that case, it's probably easier to ->Load the queue by name and see
> > >if it exists, rather than list 20 queues and name compare each.
> > >
> > >-kevin
> > >
> > >>
> > >>On Thu, 12 Jul 2012, Ruslan Zakirov wrote:
> > >>
> > >>>Date: Thu, 12 Jul 2012 21:30:15 +0300
> > >>>From: Ruslan Zakirov <ruz at bestpractical.com>
> > >>>To: Richard McMahon <rgm at ast.cam.ac.uk>
> > >>>Cc: rt-users at lists.bestpractical.com
> > >>>Subject: Re: [rt-users] Perl API: list of available queues, owners, status
> > >>>
> > >>>On Thu, Jul 12, 2012 at 7:58 PM, Richard McMahon <rgm at ast.cam.ac.uk> wrote:
> > >>>>Hello,
> > >>>>
> > >>>>Is there a way/example of how to get a list of queues, owners, status using
> > >>>>the Perl API?
> > >>>>
> > >>>>I want to cycle through making a list counts for each owner
> > >>>>and queue by status.
> > >>>
> > >>>You want count tickets groupped by queue, owner and status, right? You
> > >>>really don't want to iterate over anything. It will be very slow.
> > >>>Instead take a look at how QueueSummaryBy* files do it in RT 4.0 and
> > >>>how RT::Extension::SummaryByUser (on CPAN) does similar task. You just
> > >>>need to combine two tables into one big table.
> > >
> >
> > -------------------------------------------------------------------
> >  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
> > -------------------------------------------------------------------
>

-------------------------------------------------------------------
 Dr. Richard G. McMahon    | Phone (office)     44-(0)-1223-337519
 University of Cambridge   |       (switchboard)       1223-337548
 Institute of Astronomy    |       (secretary)         1223-337516
 Madingley Rd              | FAX                       1223-337523
 Cambridge, CB3 OHA, UK.   | mobile                    7885-409019
 Office: Hoyle 18          | home                      1223-359770
-------------------------------------------------------------------
 email: rgm at ast.cam.ac.uk  | WWW:    http://www.ast.cam.ac.uk/~rgm
 richardgmcmahon at gmail.com | skype:                richardgmcmahon
-------------------------------------------------------------------


From kailas at kiinde.com  Fri Jul 13 13:24:16 2012
From: kailas at kiinde.com (Kailas Narendran)
Date: Fri, 13 Jul 2012 13:24:16 -0400
Subject: [rt-users] OnCorrespondNotify Owner and AdminCCs
Message-ID: <FBAC17D4-9CE6-4B19-B2F3-E97FD5BD723D@kiinde.com>

We're using RT and have a situation where, on correspondence, we need to notify both Owners and AdminCCs.  If someone is on both lists, then we would want them to be only notified once.

I found an example at http://requesttracker.wikia.com/wiki/ScripAction, but it sounded (from conversations on IRC) that it should be possible to do this w/out mucking with the database schema (as well as not assuming that the sql in the example would work in the latest RT version).

I'm new to customizing RT and am not sure where to start.  has anyone run into this situation before and help me with how to accomplish this?

thanks!

-k
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From darin at darins.net  Fri Jul 13 16:29:23 2012
From: darin at darins.net (Darin Perusich)
Date: Fri, 13 Jul 2012 16:29:23 -0400
Subject: [rt-users] configure RT-Authen-ExternalAuth to not verify
	certificates
Message-ID: <CADaviKvOiAq07yy7vpVCNX73BvUnZy7P+beurrYUGaoTJRx1qg@mail.gmail.com>

Hello All,

Is there anyway to configure RT-Authen-ExternalAuth to not verify ssl
certificates? I'm hitting an ldap server that has a self-signed cert
and it would be much more simple to not verify the certificate. I
tried adding "verify => 'none'" to net_ldap_args which is used by
Net::LDAP start_tls but that didn't work.

--
Later,
Darin


From tjrc at sanger.ac.uk  Fri Jul 13 16:59:49 2012
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Fri, 13 Jul 2012 21:59:49 +0100
Subject: [rt-users] Perl API: list of available queues, owners, status
In-Reply-To: <20120713145120.GE980@jibsheet.com>
References: <alpine.LRH.2.02.1207121755440.1688@calx061.ast.cam.ac.uk>
	<CAMOxC8uCxURsxoKfBnEMJjyMH+zv019QK+zTWk4kMHDu3D-5TA@mail.gmail.com>
	<alpine.LRH.2.02.1207121940160.1688@calx061.ast.cam.ac.uk>
	<20120712190000.GC980@jibsheet.com>
	<alpine.GSO.2.00.1207122228290.22895@casx007>
	<174F2CFE-0FC8-4554-9622-D403FBB79973@sanger.ac.uk>
	<20120713145120.GE980@jibsheet.com>
Message-ID: <70AB2D66-9848-4D26-BEE2-09AA93536B44@sanger.ac.uk>


On 13 Jul 2012, at 15:51, Kevin Falcone wrote:

> You really don't want to go about it that way.
> You want to ask the Queue for the valid statuses, which is why I
> pointed to the perldoc for Queue.pm.
> A Queue object can get you both global and queue specific sets of
> statuses, and it can also tell you if a Status is valid for a given
> Queue.

I stand corrected.

>>> and also
>>> the list of names of ticket owners.
>> 
>> Well, you can always construct that from any list of tickets that you've previously obtained.  The method is similar to the one mentioned before for iterating over queues; instead, you iterate over the tickets and fetch the name of the owner from each one.  Note that this is likely to be quite slow if there are a lot of tickets.
>> 
>> You could, of course query the database directly, with something like:
>> 
>> select distinct(u.Name) from Users u, Tickets t where t.Owner = u.id;
>> 
>> but querying the database directly is not generally considered a smart thing to do, although I doubt this part of the schema is going to change any time soon.
> 
> This is a list of people who are currently Owners, which is not
> actually the same as people who can be owners.

I must have misinterpreted the question.  If that's what he's after, then I'd have looked at the Mason components which provide a list of possible owners for a ticket, and copy the way that does it.

Regards,

Tim

-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From falcone at bestpractical.com  Fri Jul 13 18:59:21 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 13 Jul 2012 18:59:21 -0400
Subject: [rt-users] Perl API: list of available queues, owners, status
In-Reply-To: <70AB2D66-9848-4D26-BEE2-09AA93536B44@sanger.ac.uk>
References: <alpine.LRH.2.02.1207121755440.1688@calx061.ast.cam.ac.uk>
	<CAMOxC8uCxURsxoKfBnEMJjyMH+zv019QK+zTWk4kMHDu3D-5TA@mail.gmail.com>
	<alpine.LRH.2.02.1207121940160.1688@calx061.ast.cam.ac.uk>
	<20120712190000.GC980@jibsheet.com>
	<alpine.GSO.2.00.1207122228290.22895@casx007>
	<174F2CFE-0FC8-4554-9622-D403FBB79973@sanger.ac.uk>
	<20120713145120.GE980@jibsheet.com>
	<70AB2D66-9848-4D26-BEE2-09AA93536B44@sanger.ac.uk>
Message-ID: <20120713225921.GF980@jibsheet.com>

On Fri, Jul 13, 2012 at 09:59:49PM +0100, Tim Cutts wrote:
> >> 
> >> but querying the database directly is not generally considered a smart thing to do, although I doubt this part of the schema is going to change any time soon.
> > 
> > This is a list of people who are currently Owners, which is not
> > actually the same as people who can be owners.
> 
> I must have misinterpreted the question.  If that's what he's after, then I'd have looked at the Mason components which provide a list of possible owners for a ticket, and copy the way that does it.

Yep, that's where I pointed him and where he eventually found it.

I'd still implement this by accepting a user name, loading and error
checking the name and then checking HasRight on the user and the
Queue, but there are many ways to do this.

-kevin
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From rgm at ast.cam.ac.uk  Sat Jul 14 06:50:46 2012
From: rgm at ast.cam.ac.uk (Richard McMahon)
Date: Sat, 14 Jul 2012 11:50:46 +0100 (BST)
Subject: [rt-users] searching for tickets that haven't had a response
 yet?
In-Reply-To: <E3A79D72-28B7-4001-8B6A-6A408588146C@billmail.scconsult.com>
References: <2B3D699B434F1F49B73F97861B5FD544DB5C1AE5@Mail-DB-1.letnet.net>
	<E3A79D72-28B7-4001-8B6A-6A408588146C@billmail.scconsult.com>
Message-ID: <alpine.GSO.2.00.1207141141240.15251@casx007>


I posted something on this last year and reported the issue
in the RT Issue tracker:

see:
http://issues.bestpractical.com/Ticket/Display.html?id=18353

The problem is that unlike ALL other times, the default value
for Told is a NULL rather than the UNIX zero of 1970.

The TicketSQL Time functions 'ignore' the NULL so you TicketSQL will not 
return the Not Set values when you try Told > 'time'.

IMHO this is a bug in a very good system and hampers the use of the Told 
time to identify tickets with no response.

Maybe a fix is planned.

r.

On Wed, 11 Jul 2012, Bill Cole wrote:

> Date: Wed, 11 Jul 2012 15:42:08 -0400
> From: Bill Cole <rtusers-20090205 at billmail.scconsult.com>
> Reply-To: "RT Users (RT-Users at lists.bestpractical.com)"
>     <rt-users at lists.bestpractical.com>
> To: "RT Users (RT-Users at lists.bestpractical.com)"
>     <rt-users at lists.bestpractical.com>
> Subject: Re: [rt-users] searching for tickets that haven't had a response yet?
> 
> On 11 Jul 2012, at 10:27, Roedel, Mark wrote:
>
>> What's the proper TicketSQL to return the list of tickets that don't yet 
>> have a "Told" date set?
>
> The answer to that may be version sensitive, since it appears to me that 
> there is breakage in at least versions 3.8.7, 3.8.11, and 4.0.5. You will 
> note that these are all not the most recent releases.
>
> You SHOULD be able to use:
>
> Told = '1970-01-01'
>
> or:
>
> Told = 'Not set'
>
> However, neither of those criteria works. I believe they *should* because 
> they both work with 'Due' instead of 'Told' and those are the same data type. 
> They are both manipulated by RT::Date and can logically be unset for a 
> ticket. Unfortunately, there's also a clue to something wrong in that if you 
> sort a list by Due the 'Not set' tickets are before any others, but if you 
> sort a list by Told they sort as if Told is in the future, yet searching for 
> Told after the current date also fails to find those tickets.
>
>
>

-------------------------------------------------------------------
  Dr. Richard G. McMahon    | Phone (office)     44-(0)-1223-337519
  University of Cambridge   |       (switchboard)       1223-337548
  Institute of Astronomy    |       (secretary)         1223-337516
  Madingley Rd              | FAX                       1223-337523
  Cambridge, CB3 OHA, UK.   | mobile                    7885-409019
  Office: Hoyle 18          | home                      1223-359770
-------------------------------------------------------------------
  email: rgm at ast.cam.ac.uk  | WWW:    http://www.ast.cam.ac.uk/~rgm
  richardgmcmahon at gmail.com | skype:                richardgmcmahon
-------------------------------------------------------------------


From rgm at ast.cam.ac.uk  Sat Jul 14 07:21:44 2012
From: rgm at ast.cam.ac.uk (Richard McMahon)
Date: Sat, 14 Jul 2012 12:21:44 +0100 (BST)
Subject: [rt-users] RT config files different instances
Message-ID: <alpine.GSO.2.00.1207141153000.15251@casx007>

Hello,

I have a a few different RT instances and I am running reports
remotely, see exampe code below.

At the moment I have all the passwords in each report script but I would 
like to move the DB info and passwords to configuration files and specify 
the config files as command line options using Getopt::Long.

I am considering using the perl module Config::Tiny to read
the configuration information. Are there any other suggestions?

e.g. should/can I uses RT's own configuration handler. If yes,
where is a good place to start? Thiscwould also mean less
extra Per modules needed. I will share the reporing scripts
when I have finished.

e.g this is what I do now:

RT::LoadConfig();

# set/change some Config values
if host=host1) {
   RT->Config->Set( DatabaseType => 'mysql' );
   RT->Config->Set( DatabaseHost => 'host1.ast.cam.ac.uk' );
   RT->Config->Set( DatabaseName => 'rt3' );
   RT->Config->Set( DatabaseUser => 'rgm');
   RT->Config->Set( DatabasePassword => 'NotaPassword');
   RT->Config->Set( LogDir => '/home/rgm/soft/rt/host1/log/' );
}

if (host=host2) { }

RT::Init();

r.


-------------------------------------------------------------------
  Dr. Richard G. McMahon    | Phone (office)     44-(0)-1223-337519
  University of Cambridge   |       (switchboard)       1223-337548
  Institute of Astronomy    |       (secretary)         1223-337516
  Madingley Rd              | FAX                       1223-337523
  Cambridge, CB3 OHA, UK.   | mobile                    7885-409019
  Office: Hoyle 18          | home                      1223-359770
-------------------------------------------------------------------
  email: rgm at ast.cam.ac.uk  | WWW:    http://www.ast.cam.ac.uk/~rgm
  richardgmcmahon at gmail.com | skype:                richardgmcmahon
-------------------------------------------------------------------


From andrea.gabellini.sc at telecomitalia.sm  Sat Jul 14 07:46:49 2012
From: andrea.gabellini.sc at telecomitalia.sm (Andrea gabellini - SC)
Date: Sat, 14 Jul 2012 13:46:49 +0200
Subject: [rt-users] Modify the default Create.html page
Message-ID: <50015C29.9090606@telecomitalia.sm>

Hello,

I'm trying to modify the Create.html page with RT 4.0.6

I would like to view the Links box also in the Basics view.

I'm trying to write a Callback
local/html/Callbacks/MyCallbacks/Ticket/Create.html/AfterBasics copying
the code from the original one:


<div class="ticket-info-links">
<&| /Widgets/TitleBox, title => loc('Links'), title_class=> 'inverse' &>

<em><&|/l&>(Enter ticket ids or URLs, separated with spaces NEW)</&></em>
<table border="0">
<tr><td class="label"><&|/l&>Depends on</&></td><td><input size="10"
name="new-DependsOn" value="<% $$ARGSRef{'new-DependsOn'} || '' %>"
/></td></tr>
<tr><td class="label"><&|/l&>Depended on by</&></td><td><input size="10"
name="DependsOn-new" value="<% $$ARGSRef{'DependsOn-new'} || '' %>"
/></td></tr>
<tr><td class="label"><&|/l&>Parents</&></td><td><input size="10"
name="new-MemberOf" value="<% $$ARGSRef{'new-MemberOf'} || '' %>"
/></td></tr>
<tr><td class="label"><&|/l&>Children</&></td><td><input size="10"
name="MemberOf-new" value="<% $$ARGSRef{'MemberOf-new'} || '' %>"
/></td></tr>
<tr><td class="label"><&|/l&>Refers to</&></td><td><input size="10"
name="new-RefersTo" value="<% $$ARGSRef{'new-RefersTo'} || '' %>"
/></td></tr>
<tr><td class="label"><&|/l&>Referred to by</&></td><td><input size="10"
name="RefersTo-new" value="<% $$ARGSRef{'RefersTo-new'} || '' %>"
/></td></tr>


</table>
</&>
</div>

<%ARGS>
$ARGSRef => undef
</%ARGS>


But when I try to add something I get this error:

Couldn't resolve 'ARRAY(0xb6ed4b8)' into a URI.
Couldn't resolve 'ARRAY(0xb6ed7b8)' into a URI.
Couldn't resolve 'ARRAY(0xb6ed868)' into a URI.
Couldn't resolve 'ARRAY(0xb6ed968)' into a URI.
Couldn't resolve 'ARRAY(0xb6ed648)' into a URI.
Couldn't resolve 'ARRAY(0xb6ed8f8)' into a URI.


Someone can help me? Or is there a simpler solution?

Thanks,
Andrea



From ruslan.zakirov at gmail.com  Sat Jul 14 16:10:46 2012
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 14 Jul 2012 23:10:46 +0300
Subject: [rt-users] Modify the default Create.html page
In-Reply-To: <50015C29.9090606@telecomitalia.sm>
References: <50015C29.9090606@telecomitalia.sm>
Message-ID: <CAMOxC8uFTXhdkfX7bzqRZ+gXkbzjOC6r-L27kgweAVFQXCPnMA@mail.gmail.com>

Without stack trace it's harder to help you. We have to repeat all your
steps.

Ruslan from phone.
14.07.2012 15:47 ???????????? "Andrea gabellini - SC" <
andrea.gabellini.sc at telecomitalia.sm> ???????:

> Hello,
>
> I'm trying to modify the Create.html page with RT 4.0.6
>
> I would like to view the Links box also in the Basics view.
>
> I'm trying to write a Callback
> local/html/Callbacks/MyCallbacks/Ticket/Create.html/AfterBasics copying
> the code from the original one:
>
>
> <div class="ticket-info-links">
> <&| /Widgets/TitleBox, title => loc('Links'), title_class=> 'inverse' &>
>
> <em><&|/l&>(Enter ticket ids or URLs, separated with spaces NEW)</&></em>
> <table border="0">
> <tr><td class="label"><&|/l&>Depends on</&></td><td><input size="10"
> name="new-DependsOn" value="<% $$ARGSRef{'new-DependsOn'} || '' %>"
> /></td></tr>
> <tr><td class="label"><&|/l&>Depended on by</&></td><td><input size="10"
> name="DependsOn-new" value="<% $$ARGSRef{'DependsOn-new'} || '' %>"
> /></td></tr>
> <tr><td class="label"><&|/l&>Parents</&></td><td><input size="10"
> name="new-MemberOf" value="<% $$ARGSRef{'new-MemberOf'} || '' %>"
> /></td></tr>
> <tr><td class="label"><&|/l&>Children</&></td><td><input size="10"
> name="MemberOf-new" value="<% $$ARGSRef{'MemberOf-new'} || '' %>"
> /></td></tr>
> <tr><td class="label"><&|/l&>Refers to</&></td><td><input size="10"
> name="new-RefersTo" value="<% $$ARGSRef{'new-RefersTo'} || '' %>"
> /></td></tr>
> <tr><td class="label"><&|/l&>Referred to by</&></td><td><input size="10"
> name="RefersTo-new" value="<% $$ARGSRef{'RefersTo-new'} || '' %>"
> /></td></tr>
>
>
> </table>
> </&>
> </div>
>
> <%ARGS>
> $ARGSRef => undef
> </%ARGS>
>
>
> But when I try to add something I get this error:
>
> Couldn't resolve 'ARRAY(0xb6ed4b8)' into a URI.
> Couldn't resolve 'ARRAY(0xb6ed7b8)' into a URI.
> Couldn't resolve 'ARRAY(0xb6ed868)' into a URI.
> Couldn't resolve 'ARRAY(0xb6ed968)' into a URI.
> Couldn't resolve 'ARRAY(0xb6ed648)' into a URI.
> Couldn't resolve 'ARRAY(0xb6ed8f8)' into a URI.
>
>
> Someone can help me? Or is there a simpler solution?
>
> Thanks,
> Andrea
>
>
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From ruslan.zakirov at gmail.com  Sat Jul 14 16:15:47 2012
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 14 Jul 2012 23:15:47 +0300
Subject: [rt-users] RT config files different instances
In-Reply-To: <alpine.GSO.2.00.1207141153000.15251@casx007>
References: <alpine.GSO.2.00.1207141153000.15251@casx007>
Message-ID: <CAMOxC8u2cFmQSg=O9EJZX=gN4ZAHrC2FZH1VCy1M6sNOp7at=g@mail.gmail.com>

Even if you can make it work, there is no guaranty it will work acros
versions of RT. Do you use RT API for reporting?

Ruslan from phone.
14.07.2012 15:22 ???????????? "Richard McMahon" <rgm at ast.cam.ac.uk> ???????:

> Hello,
>
> I have a a few different RT instances and I am running reports
> remotely, see exampe code below.
>
> At the moment I have all the passwords in each report script but I would
> like to move the DB info and passwords to configuration files and specify
> the config files as command line options using Getopt::Long.
>
> I am considering using the perl module Config::Tiny to read
> the configuration information. Are there any other suggestions?
>
> e.g. should/can I uses RT's own configuration handler. If yes,
> where is a good place to start? Thiscwould also mean less
> extra Per modules needed. I will share the reporing scripts
> when I have finished.
>
> e.g this is what I do now:
>
> RT::LoadConfig();
>
> # set/change some Config values
> if host=host1) {
>   RT->Config->Set( DatabaseType => 'mysql' );
>   RT->Config->Set( DatabaseHost => 'host1.ast.cam.ac.uk' );
>   RT->Config->Set( DatabaseName => 'rt3' );
>   RT->Config->Set( DatabaseUser => 'rgm');
>   RT->Config->Set( DatabasePassword => 'NotaPassword');
>   RT->Config->Set( LogDir => '/home/rgm/soft/rt/host1/log/' );
> }
>
> if (host=host2) { }
>
> RT::Init();
>
> r.
>
>
> ------------------------------**------------------------------**-------
>  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
> ------------------------------**------------------------------**-------
>
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From rgm at ast.cam.ac.uk  Sat Jul 14 18:14:50 2012
From: rgm at ast.cam.ac.uk (Richard McMahon)
Date: Sat, 14 Jul 2012 23:14:50 +0100 (BST)
Subject: [rt-users] RT config files different instances
In-Reply-To: <CAMOxC8u2cFmQSg=O9EJZX=gN4ZAHrC2FZH1VCy1M6sNOp7at=g@mail.gmail.com>
References: <alpine.GSO.2.00.1207141153000.15251@casx007>
	<CAMOxC8u2cFmQSg=O9EJZX=gN4ZAHrC2FZH1VCy1M6sNOp7at=g@mail.gmail.com>
Message-ID: <alpine.GSO.2.00.1207142312520.25750@casx007>


Yes, I am using the API for reporting.

Can the API report the version of the local RT API being used and the RT 
version that is running on the remote host?

r.


On Sat, 14 Jul 2012, Ruslan Zakirov wrote:

> Date: Sat, 14 Jul 2012 23:15:47 +0300
> From: Ruslan Zakirov <ruslan.zakirov at gmail.com>
> To: Richard McMahon <rgm at ast.cam.ac.uk>
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT config files different instances
> 
> 
> Even if you can make it work, there is no guaranty it will work acros
> versions of RT. Do you use RT API for reporting?
> 
> Ruslan from phone.
> 
> 14.07.2012 15:22 ???????????? "Richard McMahon" <rgm at ast.cam.ac.uk> ???????:
>       Hello,
>
>       I have a a few different RT instances and I am running reports
>       remotely, see exampe code below.
>
>       At the moment I have all the passwords in each report script but
>       I would like to move the DB info and passwords to configuration
>       files and specify the config files as command line options using
>       Getopt::Long.
>
>       I am considering using the perl module Config::Tiny to read
>       the configuration information. Are there any other suggestions?
>
>       e.g. should/can I uses RT's own configuration handler. If yes,
>       where is a good place to start? Thiscwould also mean less
>       extra Per modules needed. I will share the reporing scripts
>       when I have finished.
>
>       e.g this is what I do now:
>
>       RT::LoadConfig();
>
>       # set/change some Config values
>       if host=host1) {
>       ? RT->Config->Set( DatabaseType => 'mysql' );
>       ? RT->Config->Set( DatabaseHost => 'host1.ast.cam.ac.uk' );
>       ? RT->Config->Set( DatabaseName => 'rt3' );
>       ? RT->Config->Set( DatabaseUser => 'rgm');
>       ? RT->Config->Set( DatabasePassword => 'NotaPassword');
>       ? RT->Config->Set( LogDir => '/home/rgm/soft/rt/host1/log/' );
>       }
>
>       if (host=host2) { }
>
>       RT::Init();
>
>       r.
> 
>
>       -------------------------------------------------------------------
>       ?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
>       -------------------------------------------------------------------
> 
> 
>

-------------------------------------------------------------------
  Dr. Richard G. McMahon    | Phone (office)     44-(0)-1223-337519
  University of Cambridge   |       (switchboard)       1223-337548
  Institute of Astronomy    |       (secretary)         1223-337516
  Madingley Rd              | FAX                       1223-337523
  Cambridge, CB3 OHA, UK.   | mobile                    7885-409019
  Office: Hoyle 18          | home                      1223-359770
-------------------------------------------------------------------
  email: rgm at ast.cam.ac.uk  | WWW:    http://www.ast.cam.ac.uk/~rgm
  richardgmcmahon at gmail.com | skype:                richardgmcmahon
-------------------------------------------------------------------

From ruslan.zakirov at gmail.com  Sun Jul 15 09:51:48 2012
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sun, 15 Jul 2012 16:51:48 +0300
Subject: [rt-users] RT config files different instances
In-Reply-To: <alpine.GSO.2.00.1207142312520.25750@casx007>
References: <alpine.GSO.2.00.1207141153000.15251@casx007>
	<CAMOxC8u2cFmQSg=O9EJZX=gN4ZAHrC2FZH1VCy1M6sNOp7at=g@mail.gmail.com>
	<alpine.GSO.2.00.1207142312520.25750@casx007>
Message-ID: <CAMOxC8uZYyqhs4Rg82xrKMXfR_yd9GshNq3XPcWc0zxoiBcGNg@mail.gmail.com>

On Sun, Jul 15, 2012 at 1:14 AM, Richard McMahon <rgm at ast.cam.ac.uk> wrote:
>
> Yes, I am using the API for reporting.
>
> Can the API report the version of the local RT API being used and the RT
> version that is running on the remote host?

No.

Problem here is that you need RT source code to match DB. You can not
use one codebase to talk to different DBs that have different versions.

You don't talk about REST interface, right?

> r.
> On Sat, 14 Jul 2012, Ruslan Zakirov wrote:
>> Date: Sat, 14 Jul 2012 23:15:47 +0300
>> From: Ruslan Zakirov <ruslan.zakirov at gmail.com>
>> To: Richard McMahon <rgm at ast.cam.ac.uk>
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] RT config files different instances
>>
>>
>>
>> Even if you can make it work, there is no guaranty it will work acros
>> versions of RT. Do you use RT API for reporting?
>>
>> Ruslan from phone.
>>
>> 14.07.2012 15:22 ???????????? "Richard McMahon" <rgm at ast.cam.ac.uk>
>> ???????:
>>       Hello,
>>
>>       I have a a few different RT instances and I am running reports
>>       remotely, see exampe code below.
>>
>>       At the moment I have all the passwords in each report script but
>>       I would like to move the DB info and passwords to configuration
>>       files and specify the config files as command line options using
>>       Getopt::Long.
>>
>>       I am considering using the perl module Config::Tiny to read
>>       the configuration information. Are there any other suggestions?
>>
>>       e.g. should/can I uses RT's own configuration handler. If yes,
>>       where is a good place to start? Thiscwould also mean less
>>       extra Per modules needed. I will share the reporing scripts
>>       when I have finished.
>>
>>       e.g this is what I do now:
>>
>>       RT::LoadConfig();
>>
>>       # set/change some Config values
>>       if host=host1) {
>>         RT->Config->Set( DatabaseType => 'mysql' );
>>         RT->Config->Set( DatabaseHost => 'host1.ast.cam.ac.uk' );
>>         RT->Config->Set( DatabaseName => 'rt3' );
>>         RT->Config->Set( DatabaseUser => 'rgm');
>>         RT->Config->Set( DatabasePassword => 'NotaPassword');
>>         RT->Config->Set( LogDir => '/home/rgm/soft/rt/host1/log/' );
>>       }
>>
>>       if (host=host2) { }
>>
>>       RT::Init();
>>
>>       r.
>>
>>
>>       -------------------------------------------------------------------
>>        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
>>       -------------------------------------------------------------------
>>
>>
>>
>
> -------------------------------------------------------------------
>  Dr. Richard G. McMahon    | Phone (office)     44-(0)-1223-337519
>  University of Cambridge   |       (switchboard)       1223-337548
>  Institute of Astronomy    |       (secretary)         1223-337516
>  Madingley Rd              | FAX                       1223-337523
>  Cambridge, CB3 OHA, UK.   | mobile                    7885-409019
>  Office: Hoyle 18          | home                      1223-359770
> -------------------------------------------------------------------
>  email: rgm at ast.cam.ac.uk  | WWW:    http://www.ast.cam.ac.uk/~rgm
>  richardgmcmahon at gmail.com | skype:                richardgmcmahon
> -------------------------------------------------------------------



-- 
Best regards, Ruslan.


From olejon at live.com  Mon Jul 16 04:06:22 2012
From: olejon at live.com (=?iso-8859-1?B?T2xlIEpvbiBCavhya3Vt?=)
Date: Mon, 16 Jul 2012 10:06:22 +0200
Subject: [rt-users] Reset all users' RT at a glance
Message-ID: <BAY148-W55356A9512002680924FB5AED40@phx.gbl>


I have configured RT at a glance globally, and want to reset all users' RT at a glance so that they get the global version. Is it possible? Now seems like each user have to do it.
Thanks 		 	   		  
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From rgm at ast.cam.ac.uk  Mon Jul 16 05:57:21 2012
From: rgm at ast.cam.ac.uk (Richard McMahon)
Date: Mon, 16 Jul 2012 10:57:21 +0100 (BST)
Subject: [rt-users] RT config files different instances
In-Reply-To: <CAMOxC8uZYyqhs4Rg82xrKMXfR_yd9GshNq3XPcWc0zxoiBcGNg@mail.gmail.com>
References: <alpine.GSO.2.00.1207141153000.15251@casx007>
	<CAMOxC8u2cFmQSg=O9EJZX=gN4ZAHrC2FZH1VCy1M6sNOp7at=g@mail.gmail.com>
	<alpine.GSO.2.00.1207142312520.25750@casx007>
	<CAMOxC8uZYyqhs4Rg82xrKMXfR_yd9GshNq3XPcWc0zxoiBcGNg@mail.gmail.com>
Message-ID: <alpine.GSO.2.00.1207161051310.25759@casx007>


OK, my current two RT instances are 3.8(production) and
4.05 (Development). The 3.8 system will move to 4.06 soon.

Use of REST is a possibility but would be mission creep at
the moment.

To avoid problems it would be useful to be able to get the RT version 
numbers programmatically for:

(i)  local RT API libraries

(ii) remote host [this could use REST] if the local API does not
support it.

r.


On Sun, 15 Jul 2012, Ruslan Zakirov wrote:

> Date: Sun, 15 Jul 2012 16:51:48 +0300
> From: Ruslan Zakirov <ruslan.zakirov at gmail.com>
> To: Richard McMahon <rgm at ast.cam.ac.uk>
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT config files different instances
> 
> On Sun, Jul 15, 2012 at 1:14 AM, Richard McMahon <rgm at ast.cam.ac.uk> wrote:
>>
>> Yes, I am using the API for reporting.
>>
>> Can the API report the version of the local RT API being used and the RT
>> version that is running on the remote host?
>
> No.
>
> Problem here is that you need RT source code to match DB. You can not
> use one codebase to talk to different DBs that have different versions.
>
> You don't talk about REST interface, right?
>
>> r.
>> On Sat, 14 Jul 2012, Ruslan Zakirov wrote:
>>> Date: Sat, 14 Jul 2012 23:15:47 +0300
>>> From: Ruslan Zakirov <ruslan.zakirov at gmail.com>
>>> To: Richard McMahon <rgm at ast.cam.ac.uk>
>>> Cc: rt-users at lists.bestpractical.com
>>> Subject: Re: [rt-users] RT config files different instances
>>>
>>>
>>>
>>> Even if you can make it work, there is no guaranty it will work acros
>>> versions of RT. Do you use RT API for reporting?
>>>
>>> Ruslan from phone.
>>>
>>> 14.07.2012 15:22 ???????????? "Richard McMahon" <rgm at ast.cam.ac.uk>
>>> ???????:
>>>       Hello,
>>>
>>>       I have a a few different RT instances and I am running reports
>>>       remotely, see exampe code below.
>>>
>>>       At the moment I have all the passwords in each report script but
>>>       I would like to move the DB info and passwords to configuration
>>>       files and specify the config files as command line options using
>>>       Getopt::Long.
>>>
>>>       I am considering using the perl module Config::Tiny to read
>>>       the configuration information. Are there any other suggestions?
>>>
>>>       e.g. should/can I uses RT's own configuration handler. If yes,
>>>       where is a good place to start? Thiscwould also mean less
>>>       extra Per modules needed. I will share the reporing scripts
>>>       when I have finished.
>>>
>>>       e.g this is what I do now:
>>>
>>>       RT::LoadConfig();
>>>
>>>       # set/change some Config values
>>>       if host=host1) {
>>>         RT->Config->Set( DatabaseType => 'mysql' );
>>>         RT->Config->Set( DatabaseHost => 'host1.ast.cam.ac.uk' );
>>>         RT->Config->Set( DatabaseName => 'rt3' );
>>>         RT->Config->Set( DatabaseUser => 'rgm');
>>>         RT->Config->Set( DatabasePassword => 'NotaPassword');
>>>         RT->Config->Set( LogDir => '/home/rgm/soft/rt/host1/log/' );
>>>       }
>>>
>>>       if (host=host2) { }
>>>
>>>       RT::Init();
>>>
>>>       r.
>>>
>>>
>>>       -------------------------------------------------------------------
>>>        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
>>>       -------------------------------------------------------------------
>>>
>>>
>>>
>>
>> -------------------------------------------------------------------
>>  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
>> -------------------------------------------------------------------
>
>
>
>

-------------------------------------------------------------------
  Dr. Richard G. McMahon    | Phone (office)     44-(0)-1223-337519
  University of Cambridge   |       (switchboard)       1223-337548
  Institute of Astronomy    |       (secretary)         1223-337516
  Madingley Rd              | FAX                       1223-337523
  Cambridge, CB3 OHA, UK.   | mobile                    7885-409019
  Office: Hoyle 18          | home                      1223-359770
-------------------------------------------------------------------
  email: rgm at ast.cam.ac.uk  | WWW:    http://www.ast.cam.ac.uk/~rgm
  richardgmcmahon at gmail.com | skype:                richardgmcmahon
-------------------------------------------------------------------

From AlexYoung at HousingPartners.co.uk  Mon Jul 16 12:30:26 2012
From: AlexYoung at HousingPartners.co.uk (Alex Young)
Date: Mon, 16 Jul 2012 17:30:26 +0100
Subject: [rt-users] RT Squish/JS.pm error in RT 4.0.5
Message-ID: <930F3731A784414087B33E439A5556342CC2D3@s-wor-e-001.SCOUTSOFFICE.local>

Users keep receiving an error randomly while using RT 4.0.5:

 

Bad file descriptor saving STDOUT at
/opt/rt4/sbin/../lib/RT/Squish/JS.pm line 113

 

Anyone else seeing this error or know how to fix it?

 

Thanks.

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From trs at bestpractical.com  Mon Jul 16 15:01:32 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 16 Jul 2012 12:01:32 -0700
Subject: [rt-users] RT Squish/JS.pm error in RT 4.0.5
In-Reply-To: <930F3731A784414087B33E439A5556342CC2D3@s-wor-e-001.SCOUTSOFFICE.local>
References: <930F3731A784414087B33E439A5556342CC2D3@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <5004650C.4080002@bestpractical.com>

On 07/16/2012 09:30 AM, Alex Young wrote:
> Users keep receiving an error randomly while using RT 4.0.5:
> 
> Bad file descriptor saving STDOUT at
> /opt/rt4/sbin/../lib/RT/Squish/JS.pm line 113
> 
> Anyone else seeing this error or know how to fix it?

Can you send us your apache config for RT?


From AlexYoung at HousingPartners.co.uk  Tue Jul 17 06:06:02 2012
From: AlexYoung at HousingPartners.co.uk (Alex Young)
Date: Tue, 17 Jul 2012 11:06:02 +0100
Subject: [rt-users] RT Squish/JS.pm error in RT 4.0.5
In-Reply-To: <5004650C.4080002@bestpractical.com>
References: <930F3731A784414087B33E439A5556342CC2D3@s-wor-e-001.SCOUTSOFFICE.local>
	<5004650C.4080002@bestpractical.com>
Message-ID: <930F3731A784414087B33E439A5556342CC36C@s-wor-e-001.SCOUTSOFFICE.local>

/opt/rt4/etc/apache2-modperl2.conf



               AddDefaultCharset UTF-8

               <Location /rt>
                   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>



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: 16 July 2012 20:02
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT Squish/JS.pm error in RT 4.0.5

On 07/16/2012 09:30 AM, Alex Young wrote:
> Users keep receiving an error randomly while using RT 4.0.5:
> 
> Bad file descriptor saving STDOUT at
> /opt/rt4/sbin/../lib/RT/Squish/JS.pm line 113
> 
> Anyone else seeing this error or know how to fix it?

Can you send us your apache config for RT?

From ruz at bestpractical.com  Tue Jul 17 13:29:42 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 17 Jul 2012 20:29:42 +0300
Subject: [rt-users] OnCorrespondNotify Owner and AdminCCs
In-Reply-To: <FBAC17D4-9CE6-4B19-B2F3-E97FD5BD723D@kiinde.com>
References: <FBAC17D4-9CE6-4B19-B2F3-E97FD5BD723D@kiinde.com>
Message-ID: <CAMOxC8v1sAbbcP9k-pdQ_FSpKqSFc187E92JJ2Mg0Xz-=rFa1w@mail.gmail.com>

On Fri, Jul 13, 2012 at 8:24 PM, Kailas Narendran <kailas at kiinde.com> wrote:
> We're using RT and have a situation where, on correspondence, we need to
> notify both Owners and AdminCCs.  If someone is on both lists, then we would
> want them to be only notified once.
>
> I found an example at http://requesttracker.wikia.com/wiki/ScripAction, but
> it sounded (from conversations on IRC) that it should be possible to do this
> w/out mucking with the database schema (as well as not assuming that the sql
> in the example would work in the latest RT version).
>
> I'm new to customizing RT and am not sure where to start.  has anyone run
> into this situation before and help me with how to accomplish this?

Start from setting up clone of production to play with without being
afraid to break
things.

Take a look at http://requesttracker.wikia.com/wiki/InitialData, it's
better approach
to insert a scrip action.


> thanks!
>
> -k



-- 
Best regards, Ruslan.


From davidtg at u.washington.edu  Tue Jul 17 13:45:13 2012
From: davidtg at u.washington.edu (David T. Grayston)
Date: Tue, 17 Jul 2012 17:45:13 +0000
Subject: [rt-users] Merge ticket issue
Message-ID: <07A5F0ABA6ABCE488CF01BB872138FEB3778E1@uwit-mbx07.exchange.washington.edu>

Hi all,

RT: 4.0.5

I've got privileged users given all the "Rights for Staff" but when they attempt to merge two tickets together an error message is given - "New ticket doesn't exist".

When I go in with my "Do anything" perms the tickets merge without error. Wondering if there is a permission need beyond the Rights for Staff or if something else might be going on that's keeping them from being able to merge tickets

Thanks, David

------------------------------------------------------------------
David T. Grayston     Systems & Database Administrator
University of Washington   School of Public Health

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From sandra at hpcrd.lbl.gov  Tue Jul 17 16:03:32 2012
From: sandra at hpcrd.lbl.gov (Sandra Wittenbrock)
Date: Tue, 17 Jul 2012 13:03:32 -0700
Subject: [rt-users] User 'xxx.gov' could not be loaded in the mail gateway
Message-ID: <5005C514.80302@hpcrd.lbl.gov>

Hello,

I read about how people fixed this in the past, but these aren't working
for me.

We have been auto-creating users for a while now, and this is the first
problem we have encountered, since the initial configuration.  We also
authenticate via ldap.

I looked at the users in RT, and we don't have a user that matches this
one, in either email or name.

In RT_SiteConfig.pm, I have:

 'attr_match_list'           => [    'Name',
                                     'EmailAddress'
				]

I checked the 'everyone' group permissions, verifying the group can
create tickets, and reply to tickets.

Any ideas would be appreciated.

Cheers,

Sandra



Excerpt fromt the RT log:

[Tue Jul 17 18:26:52 2012] [debug]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::Authen::E
xternalAuth
/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.
pm 553 with: Comments: Autocreated on ticket submission, Disabled: 0,
EmailAddress: xxxx.gov, Nam
e: , Password: , Privileged: 0, RealName:  (/usr/local/share/request-tracker
3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:450)


From sandra at hpcrd.lbl.gov  Tue Jul 17 17:25:19 2012
From: sandra at hpcrd.lbl.gov (Sandra Wittenbrock)
Date: Tue, 17 Jul 2012 14:25:19 -0700
Subject: [rt-users] Name: Hans being found when looking for johansen
Message-ID: <5005D83F.8020409@hpcrd.lbl.gov>

Hello,

I just spent, a couple hours trying to find out why when my user sent an
email to create a ticket, it didn't work.  We have been auto-creating
users for a long time without problems. Searching old posts, I was
unable to find one that helped.

The user got both the following messages:

User creation failed in mailgateway: Name in use
User  'johansen at xxx.gov' could not be loaded in the mail gateway

I set in RT_SiteConfig.pm.

Set($AutoCreateNonExternalUsers,    1);

LDAP settings for unique Name and EmailAddress.
 'attr_match_list'           => [    'Name',
                                     'EmailAddress'


The following message in the rt logs suggested to me there could be a
conflict with the user account "hans" and the user account "johansen".
I tried modified the hans account name, but this didn't make any
difference.				]

We have a user "hans".  The log below suggests to me johansen, is
conflicting with hans.


[Tue Jul 17 20:51:02 2012] [debug]: Attempting to use this
canonicalization key: EmailAddress
(/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472)
[Tue Jul 17 20:51:02 2012] [debug]: LDAP Search ===  Base:
dc=xxx,dc=xxx,dc=gov == Filter:
(&(objectClass=*)(mail=johansen at xxx.gov)) == Attrs:
l,cn,st,mail,cn,co,streetAddress,postalCode,telephoneNumber,uid,cn
(/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195)
[Tue Jul 17 20:51:02 2012] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: ,
Address2: , AuthSystem: , City: , Comments: , ContactInfoSystem: ,
Country: , Disabled: 0, EmailAddress: hans at xxx.gov, EmailEncoding: ,
ExternalAuthId: hans, ExternalContactInfoId: , FreeformContactInfo: ,
Gecos: hans, HomePhone: , Lang: , MobilePhone: , Name: hans, NickName: ,
Organization: , PagerPhone: , Privileged: 1, RealName: hans, Signature:
, State: , WebEncoding: , WorkPhone: , Zip:
(/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)


Also, when I search for the user, johansen, or the email address
johansen at xxx.gov, I don't find anything in my RT.  I tried manually
creating the account johansen, but it complains the email address is
already in use. While, at the same time I can't find an account using
that email address. Any ideas why I can't find the user?  I even logged
into mysql, and did an email address search in the Users table.  I also,
sent an email from an newly created yahoo account to double check
account creation, and that worked without a hitch.

Any ideas?

Thanks!

Sandra


From Izz.Abdullah at hibbett.com  Tue Jul 17 17:34:50 2012
From: Izz.Abdullah at hibbett.com (Izz Abdullah)
Date: Tue, 17 Jul 2012 21:34:50 +0000
Subject: [rt-users] Name: Hans being found when looking for johansen
In-Reply-To: <5005D83F.8020409@hpcrd.lbl.gov>
References: <5005D83F.8020409@hpcrd.lbl.gov>
Message-ID: <AD8BDA9D45F5104BB5ACBFEC0EBF80E03B067F61@HSG-EXCH-002.corp01.hibbett.com>

It is complaining about the email already in use because it is querying AD and seeing the email address.  It should auto-create, if the email address and Name are unique.  Maybe use sAMAccountName instead of Name?


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sandra Wittenbrock
Sent: Tuesday, July 17, 2012 4:25 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Name: Hans being found when looking for johansen

Hello,

I just spent, a couple hours trying to find out why when my user sent an email to create a ticket, it didn't work.  We have been auto-creating users for a long time without problems. Searching old posts, I was unable to find one that helped.

The user got both the following messages:

User creation failed in mailgateway: Name in use User  'johansen at xxx.gov' could not be loaded in the mail gateway

I set in RT_SiteConfig.pm.

Set($AutoCreateNonExternalUsers,    1);

LDAP settings for unique Name and EmailAddress.
 'attr_match_list'           => [    'Name',
                                     'EmailAddress'


The following message in the rt logs suggested to me there could be a conflict with the user account "hans" and the user account "johansen".
I tried modified the hans account name, but this didn't make any
difference.				]

We have a user "hans".  The log below suggests to me johansen, is conflicting with hans.


[Tue Jul 17 20:51:02 2012] [debug]: Attempting to use this canonicalization key: EmailAddress
(/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472)
[Tue Jul 17 20:51:02 2012] [debug]: LDAP Search ===  Base:
dc=xxx,dc=xxx,dc=gov == Filter:
(&(objectClass=*)(mail=johansen at xxx.gov)) == Attrs:
l,cn,st,mail,cn,co,streetAddress,postalCode,telephoneNumber,uid,cn
(/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195)
[Tue Jul 17 20:51:02 2012] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: ,
Address2: , AuthSystem: , City: , Comments: , ContactInfoSystem: ,
Country: , Disabled: 0, EmailAddress: hans at xxx.gov, EmailEncoding: ,
ExternalAuthId: hans, ExternalContactInfoId: , FreeformContactInfo: ,
Gecos: hans, HomePhone: , Lang: , MobilePhone: , Name: hans, NickName: ,
Organization: , PagerPhone: , Privileged: 1, RealName: hans, Signature:
, State: , WebEncoding: , WorkPhone: , Zip:
(/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)


Also, when I search for the user, johansen, or the email address johansen at xxx.gov, I don't find anything in my RT.  I tried manually creating the account johansen, but it complains the email address is already in use. While, at the same time I can't find an account using that email address. Any ideas why I can't find the user?  I even logged into mysql, and did an email address search in the Users table.  I also, sent an email from an newly created yahoo account to double check account creation, and that worked without a hitch.

Any ideas?

Thanks!

Sandra


From mgarman at peakehealthcare.com  Wed Jul 18 07:50:27 2012
From: mgarman at peakehealthcare.com (ikeusmaximus)
Date: Wed, 18 Jul 2012 04:50:27 -0700 (PDT)
Subject: [rt-users]  Add custom web page to RT 4.0.5
Message-ID: <34178695.post@talk.nabble.com>


Greetings All,

I am wondering if it is possible to essentially add an additional web page
to RT. I have been pouring over wiki's and RT documentation for a few days
now and I am no closer to finding an answer.  I know that a Callback can be
used to modify parts of the Web GUI (like the Left Navigation Bar...thank
you Kevin Falcone-2), but since I want to create a web page, a Callback will
not work as it modifies existing web pages/Elements.

The web page is really only a listing of a directory, but we would like it
if we could essentially put the RT wrapper (nav bars and such) around it so
that it is easier to navigate between that page and the rest of RT.  Is this
possible?

Thanks
-- 
View this message in context: http://old.nabble.com/Add-custom-web-page-to-RT-4.0.5-tp34178695p34178695.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From ruz at bestpractical.com  Wed Jul 18 09:51:53 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 18 Jul 2012 16:51:53 +0300
Subject: [rt-users] Add custom web page to RT 4.0.5
In-Reply-To: <34178695.post@talk.nabble.com>
References: <34178695.post@talk.nabble.com>
Message-ID: <CAMOxC8uMEehGRJ7qipiE7pU_vc-0pvH5L2U_8sXDfG0nMkzYTA@mail.gmail.com>

On Wed, Jul 18, 2012 at 2:50 PM, ikeusmaximus
<mgarman at peakehealthcare.com> wrote:
>
> Greetings All,
>
> I am wondering if it is possible to essentially add an additional web page
> to RT. I have been pouring over wiki's and RT documentation for a few days
> now and I am no closer to finding an answer.  I know that a Callback can be
> used to modify parts of the Web GUI (like the Left Navigation Bar...thank
> you Kevin Falcone-2), but since I want to create a web page, a Callback will
> not work as it modifies existing web pages/Elements.
>
> The web page is really only a listing of a directory, but we would like it
> if we could essentially put the RT wrapper (nav bars and such) around it so
> that it is easier to navigate between that page and the rest of RT.  Is this
> possible?

What is the problem? Put the following into share/html/MyPage.html:

<& /Elements/Header, Title => "my title" &>
<& /Elements/Tabs &>
<& /Elements/ListActions &>

That's it. Just point you browser to /MyPage.html under RT's web URL.

More examples you can get from any RT's .html file. Use callbacks in
/Elements/Tabs to add link to the page.

> Thanks
> --
> View this message in context: http://old.nabble.com/Add-custom-web-page-to-RT-4.0.5-tp34178695p34178695.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>



-- 
Best regards, Ruslan.


From sandra at hpcrd.lbl.gov  Wed Jul 18 11:27:14 2012
From: sandra at hpcrd.lbl.gov (Sandra Wittenbrock)
Date: Wed, 18 Jul 2012 08:27:14 -0700
Subject: [rt-users] Name: Hans being found when looking for johansen
In-Reply-To: <AD8BDA9D45F5104BB5ACBFEC0EBF80E03B067F61@HSG-EXCH-002.corp01.hibbett.com>
References: <5005D83F.8020409@hpcrd.lbl.gov>
	<AD8BDA9D45F5104BB5ACBFEC0EBF80E03B067F61@HSG-EXCH-002.corp01.hibbett.com>
Message-ID: <5006D5D2.90104@hpcrd.lbl.gov>

Thanks for your response.

This user is not in our user database.  We use LDAP and not Active 
Directory.  This user is not in LDAP.

RT does authenticate with LDAP, but does not directly get user 
information from LDAP, other than for authentication.  We periodicly 
import users into RT from LDAP.  The email addresses would then be 
stored in RT.  The email address RT claims is already in use, does not 
show up in the mysql database when I query the Users table.  I think 
this means that email address is not in use.  Hopefully someone can 
correct me if I am wrong.  (For that matter, the email address is not in 
LDAP either.)

Any idea why it is telling me an email address is in use when it does 
not show up in RT's database.  (It isn't in the LDAP database either, 
though I don't think RT directly queries that other than for password 
authentication.)

Any other ideas, or input would be appreciated.

Sandra





On 07/17/2012 02:34 PM, Izz Abdullah wrote:
> It is complaining about the email already in use because it is querying AD and seeing the email address.  It should auto-create, if the email address and Name are unique.  Maybe use sAMAccountName instead of Name?
>
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sandra Wittenbrock
> Sent: Tuesday, July 17, 2012 4:25 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Name: Hans being found when looking for johansen
>
> Hello,
>
> I just spent, a couple hours trying to find out why when my user sent an email to create a ticket, it didn't work.  We have been auto-creating users for a long time without problems. Searching old posts, I was unable to find one that helped.
>
> The user got both the following messages:
>
> User creation failed in mailgateway: Name in use User  'johansen at xxx.gov' could not be loaded in the mail gateway
>
> I set in RT_SiteConfig.pm.
>
> Set($AutoCreateNonExternalUsers,    1);
>
> LDAP settings for unique Name and EmailAddress.
>   'attr_match_list'           => [    'Name',
>                                       'EmailAddress'
>
>
> The following message in the rt logs suggested to me there could be a conflict with the user account "hans" and the user account "johansen".
> I tried modified the hans account name, but this didn't make any
> difference.				]
>
> We have a user "hans".  The log below suggests to me johansen, is conflicting with hans.
>
>
> [Tue Jul 17 20:51:02 2012] [debug]: Attempting to use this canonicalization key: EmailAddress
> (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472)
> [Tue Jul 17 20:51:02 2012] [debug]: LDAP Search ===  Base:
> dc=xxx,dc=xxx,dc=gov == Filter:
> (&(objectClass=*)(mail=johansen at xxx.gov)) == Attrs:
> l,cn,st,mail,cn,co,streetAddress,postalCode,telephoneNumber,uid,cn
> (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195)
> [Tue Jul 17 20:51:02 2012] [info]:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: ,
> Address2: , AuthSystem: , City: , Comments: , ContactInfoSystem: ,
> Country: , Disabled: 0, EmailAddress: hans at xxx.gov, EmailEncoding: ,
> ExternalAuthId: hans, ExternalContactInfoId: , FreeformContactInfo: ,
> Gecos: hans, HomePhone: , Lang: , MobilePhone: , Name: hans, NickName: ,
> Organization: , PagerPhone: , Privileged: 1, RealName: hans, Signature:
> , State: , WebEncoding: , WorkPhone: , Zip:
> (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
>
>
> Also, when I search for the user, johansen, or the email address johansen at xxx.gov, I don't find anything in my RT.  I tried manually creating the account johansen, but it complains the email address is already in use. While, at the same time I can't find an account using that email address. Any ideas why I can't find the user?  I even logged into mysql, and did an email address search in the Users table.  I also, sent an email from an newly created yahoo account to double check account creation, and that worked without a hitch.
>
> Any ideas?
>
> Thanks!
>
> Sandra
>



From Izz.Abdullah at hibbett.com  Wed Jul 18 11:46:00 2012
From: Izz.Abdullah at hibbett.com (Izz Abdullah)
Date: Wed, 18 Jul 2012 15:46:00 +0000
Subject: [rt-users] Name: Hans being found when looking for johansen
In-Reply-To: <5006D5D2.90104@hpcrd.lbl.gov>
References: <5005D83F.8020409@hpcrd.lbl.gov>
	<AD8BDA9D45F5104BB5ACBFEC0EBF80E03B067F61@HSG-EXCH-002.corp01.hibbett.com>
	<5006D5D2.90104@hpcrd.lbl.gov>
Message-ID: <AD8BDA9D45F5104BB5ACBFEC0EBF80E03B0686C7@HSG-EXCH-002.corp01.hibbett.com>

Can you tell us if the account you are trying to add ('johansen at xxx.gov') has any of these same values:
ExternalAuthId: hans
Gecos: hans
Name: hans

Name would most likely be the one that is keeping it from auto creating.  When it queries LDAP for authentication, it does the same for account creation when auto create is setup.  If you are trying to manual create that account, RT will query LDAP and see that account exists based on the attributes identified.  Normally, say you wanted to give a user special rights, you would search for email address or Name in RT and then assign the rights, not create the account.  The account is queried and 'existent' in LDAP.

-----Original Message-----
From: Sandra Wittenbrock [mailto:sandra at hpcrd.lbl.gov] 
Sent: Wednesday, July 18, 2012 10:27 AM
To: Izz Abdullah
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Name: Hans being found when looking for johansen

Thanks for your response.

This user is not in our user database.  We use LDAP and not Active Directory.  This user is not in LDAP.

RT does authenticate with LDAP, but does not directly get user information from LDAP, other than for authentication.  We periodicly import users into RT from LDAP.  The email addresses would then be stored in RT.  The email address RT claims is already in use, does not show up in the mysql database when I query the Users table.  I think this means that email address is not in use.  Hopefully someone can correct me if I am wrong.  (For that matter, the email address is not in LDAP either.)

Any idea why it is telling me an email address is in use when it does not show up in RT's database.  (It isn't in the LDAP database either, though I don't think RT directly queries that other than for password
authentication.)

Any other ideas, or input would be appreciated.

Sandra





On 07/17/2012 02:34 PM, Izz Abdullah wrote:
> It is complaining about the email already in use because it is querying AD and seeing the email address.  It should auto-create, if the email address and Name are unique.  Maybe use sAMAccountName instead of Name?
>
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sandra 
> Wittenbrock
> Sent: Tuesday, July 17, 2012 4:25 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Name: Hans being found when looking for johansen
>
> Hello,
>
> I just spent, a couple hours trying to find out why when my user sent an email to create a ticket, it didn't work.  We have been auto-creating users for a long time without problems. Searching old posts, I was unable to find one that helped.
>
> The user got both the following messages:
>
> User creation failed in mailgateway: Name in use User  
> 'johansen at xxx.gov' could not be loaded in the mail gateway
>
> I set in RT_SiteConfig.pm.
>
> Set($AutoCreateNonExternalUsers,    1);
>
> LDAP settings for unique Name and EmailAddress.
>   'attr_match_list'           => [    'Name',
>                                       'EmailAddress'
>
>
> The following message in the rt logs suggested to me there could be a conflict with the user account "hans" and the user account "johansen".
> I tried modified the hans account name, but this didn't make any
> difference.				]
>
> We have a user "hans".  The log below suggests to me johansen, is conflicting with hans.
>
>
> [Tue Jul 17 20:51:02 2012] [debug]: Attempting to use this 
> canonicalization key: EmailAddress
> (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/li
> b/RT/Authen/ExternalAuth.pm:472) [Tue Jul 17 20:51:02 2012] [debug]: 
> LDAP Search ===  Base:
> dc=xxx,dc=xxx,dc=gov == Filter:
> (&(objectClass=*)(mail=johansen at xxx.gov)) == Attrs:
> l,cn,st,mail,cn,co,streetAddress,postalCode,telephoneNumber,uid,cn
> (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/li
> b/RT/Authen/ExternalAuth/LDAP.pm:195)
> [Tue Jul 17 20:51:02 2012] [info]:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: ,
> Address2: , AuthSystem: , City: , Comments: , ContactInfoSystem: ,
> Country: , Disabled: 0, EmailAddress: hans at xxx.gov, EmailEncoding: ,
> ExternalAuthId: hans, ExternalContactInfoId: , FreeformContactInfo: ,
> Gecos: hans, HomePhone: , Lang: , MobilePhone: , Name: hans, NickName: 
> ,
> Organization: , PagerPhone: , Privileged: 1, RealName: hans, Signature:
> , State: , WebEncoding: , WorkPhone: , Zip:
> (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/li
> b/RT/Authen/ExternalAuth.pm:536)
>
>
> Also, when I search for the user, johansen, or the email address johansen at xxx.gov, I don't find anything in my RT.  I tried manually creating the account johansen, but it complains the email address is already in use. While, at the same time I can't find an account using that email address. Any ideas why I can't find the user?  I even logged into mysql, and did an email address search in the Users table.  I also, sent an email from an newly created yahoo account to double check account creation, and that worked without a hitch.
>
> Any ideas?
>
> Thanks!
>
> Sandra
>



From sandra at hpcrd.lbl.gov  Wed Jul 18 12:02:19 2012
From: sandra at hpcrd.lbl.gov (Sandra Wittenbrock)
Date: Wed, 18 Jul 2012 09:02:19 -0700
Subject: [rt-users] Name: Hans being found when looking for johansen
In-Reply-To: <AD8BDA9D45F5104BB5ACBFEC0EBF80E03B0686C7@HSG-EXCH-002.corp01.hibbett.com>
References: <5005D83F.8020409@hpcrd.lbl.gov>
	<AD8BDA9D45F5104BB5ACBFEC0EBF80E03B067F61@HSG-EXCH-002.corp01.hibbett.com>
	<5006D5D2.90104@hpcrd.lbl.gov>
	<AD8BDA9D45F5104BB5ACBFEC0EBF80E03B0686C7@HSG-EXCH-002.corp01.hibbett.com>
Message-ID: <5006DE0B.6020609@hpcrd.lbl.gov>

Hi Izz,

Thanks for your suggestions.

There is a user hans in LDAP.  It doesn't use the same email address as 
johansen.  There could be a substring match issue in RT when looking at 
email addresses?   The hans account in LDAP is bare bones, with only a 
username, (hans,) email address (hans at different-domain), and a phone 
number.  The only overlap with johansen would be the substring hans in 
the username and email addresses.

I was finally able to create the user in RT, by first creating it in 
LDAP, and importing the user into RT from LDAP.  The import wasn't 
bothered by any conflict.

Having gotten it working this way, I still wonder why it was having any 
problems to begin with.  Hopefully, it was just a quantum one-off, and 
not indicative of a weird substring match issue.

Thanks again!

Sandra



On 07/18/2012 08:46 AM, Izz Abdullah wrote:
> Can you tell us if the account you are trying to add ('johansen at xxx.gov') has any of these same values:
> ExternalAuthId: hans
> Gecos: hans
> Name: hans
>
> Name would most likely be the one that is keeping it from auto creating.  When it queries LDAP for authentication, it does the same for account creation when auto create is setup.  If you are trying to manual create that account, RT will query LDAP and see that account exists based on the attributes identified.  Normally, say you wanted to give a user special rights, you would search for email address or Name in RT and then assign the rights, not create the account.  The account is queried and 'existent' in LDAP.
>
> -----Original Message-----
> From: Sandra Wittenbrock [mailto:sandra at hpcrd.lbl.gov]
> Sent: Wednesday, July 18, 2012 10:27 AM
> To: Izz Abdullah
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Name: Hans being found when looking for johansen
>
> Thanks for your response.
>
> This user is not in our user database.  We use LDAP and not Active Directory.  This user is not in LDAP.
>
> RT does authenticate with LDAP, but does not directly get user information from LDAP, other than for authentication.  We periodicly import users into RT from LDAP.  The email addresses would then be stored in RT.  The email address RT claims is already in use, does not show up in the mysql database when I query the Users table.  I think this means that email address is not in use.  Hopefully someone can correct me if I am wrong.  (For that matter, the email address is not in LDAP either.)
>
> Any idea why it is telling me an email address is in use when it does not show up in RT's database.  (It isn't in the LDAP database either, though I don't think RT directly queries that other than for password
> authentication.)
>
> Any other ideas, or input would be appreciated.
>
> Sandra
>
>
>
>
>
> On 07/17/2012 02:34 PM, Izz Abdullah wrote:
>> It is complaining about the email already in use because it is querying AD and seeing the email address.  It should auto-create, if the email address and Name are unique.  Maybe use sAMAccountName instead of Name?
>>
>>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sandra
>> Wittenbrock
>> Sent: Tuesday, July 17, 2012 4:25 PM
>> To: rt-users at lists.bestpractical.com
>> Subject: [rt-users] Name: Hans being found when looking for johansen
>>
>> Hello,
>>
>> I just spent, a couple hours trying to find out why when my user sent an email to create a ticket, it didn't work.  We have been auto-creating users for a long time without problems. Searching old posts, I was unable to find one that helped.
>>
>> The user got both the following messages:
>>
>> User creation failed in mailgateway: Name in use User
>> 'johansen at xxx.gov' could not be loaded in the mail gateway
>>
>> I set in RT_SiteConfig.pm.
>>
>> Set($AutoCreateNonExternalUsers,    1);
>>
>> LDAP settings for unique Name and EmailAddress.
>>    'attr_match_list'           => [    'Name',
>>                                        'EmailAddress'
>>
>>
>> The following message in the rt logs suggested to me there could be a conflict with the user account "hans" and the user account "johansen".
>> I tried modified the hans account name, but this didn't make any
>> difference.				]
>>
>> We have a user "hans".  The log below suggests to me johansen, is conflicting with hans.
>>
>>
>> [Tue Jul 17 20:51:02 2012] [debug]: Attempting to use this
>> canonicalization key: EmailAddress
>> (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/li
>> b/RT/Authen/ExternalAuth.pm:472) [Tue Jul 17 20:51:02 2012] [debug]:
>> LDAP Search ===  Base:
>> dc=xxx,dc=xxx,dc=gov == Filter:
>> (&(objectClass=*)(mail=johansen at xxx.gov)) == Attrs:
>> l,cn,st,mail,cn,co,streetAddress,postalCode,telephoneNumber,uid,cn
>> (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/li
>> b/RT/Authen/ExternalAuth/LDAP.pm:195)
>> [Tue Jul 17 20:51:02 2012] [info]:
>> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: ,
>> Address2: , AuthSystem: , City: , Comments: , ContactInfoSystem: ,
>> Country: , Disabled: 0, EmailAddress: hans at xxx.gov, EmailEncoding: ,
>> ExternalAuthId: hans, ExternalContactInfoId: , FreeformContactInfo: ,
>> Gecos: hans, HomePhone: , Lang: , MobilePhone: , Name: hans, NickName:
>> ,
>> Organization: , PagerPhone: , Privileged: 1, RealName: hans, Signature:
>> , State: , WebEncoding: , WorkPhone: , Zip:
>> (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/li
>> b/RT/Authen/ExternalAuth.pm:536)
>>
>>
>> Also, when I search for the user, johansen, or the email address johansen at xxx.gov, I don't find anything in my RT.  I tried manually creating the account johansen, but it complains the email address is already in use. While, at the same time I can't find an account using that email address. Any ideas why I can't find the user?  I even logged into mysql, and did an email address search in the Users table.  I also, sent an email from an newly created yahoo account to double check account creation, and that worked without a hitch.
>>
>> Any ideas?
>>
>> Thanks!
>>
>> Sandra
>>
>



From Brian.Schrock at gardencitygroup.com  Wed Jul 18 16:19:11 2012
From: Brian.Schrock at gardencitygroup.com (Brian Schrock)
Date: Wed, 18 Jul 2012 20:19:11 +0000
Subject: [rt-users] Missing headers on Download
Message-ID: <5B4DCF16578AAF40B89161AA18AC9510D7F635@GCGO-EXMB1.gcdomain.local>

All,

I have been scouring this list and Google for the answer to this issue and have been unable to find an answer. It seems like it would be common, so I am sorry if this has been asked before.

When we click on the "Download (untitled) / with headers" link we get some of the headers, but the FROM TO and SUBJECT are missing. Is there a way to change RT so that it does display those headers when we click that link?


Brian Schrock
Linux Administrator
Network Operations
The Garden City Group, Inc.
5151 Blazer Parkway Suite A
Dublin, ohio 43017
Telephone: 614-289-5457
Mobile: 614-745-5491
Email: Brian.Schrock at gardencitygroup.com
________________________________

This communication (including any attachments) is intended for the use of the intended recipient(s) only and may contain information that is confidential, privileged or legally protected. Any unauthorized use or dissemination of this communication is strictly prohibited. If you have received this communication in error, please immediately notify the sender by return e-mail message and delete all copies of the original communication. Thank you for your cooperation.
-------------- next part --------------
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From ruz at bestpractical.com  Wed Jul 18 17:47:58 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 19 Jul 2012 00:47:58 +0300
Subject: [rt-users] Missing headers on Download
In-Reply-To: <5B4DCF16578AAF40B89161AA18AC9510D7F635@GCGO-EXMB1.gcdomain.local>
References: <5B4DCF16578AAF40B89161AA18AC9510D7F635@GCGO-EXMB1.gcdomain.local>
Message-ID: <CAMOxC8seWH9svUgA=+aWKiAODe0tD4wR+mZj89Q8Ohkmtxsk9A@mail.gmail.com>

On Wed, Jul 18, 2012 at 11:19 PM, Brian Schrock
<Brian.Schrock at gardencitygroup.com> wrote:
> All,
>
>
>
> I have been scouring this list and Google for the answer to this issue and
> have been unable to find an answer. It seems like it would be common, so I
> am sorry if this has been asked before.
>
>
>
> When we click on the ?Download (untitled) / with headers? link we get some
> of the headers, but the FROM TO and SUBJECT are missing. Is there a way to
> change RT so that it does display those headers when we click that link?
>

Probably you have multipart message and subject, from and many other
headers are only
on top part of the mail. This view is mostly for admins rather than mortals :)

>
> Brian Schrock
> Linux Administrator
> Network Operations
> The Garden City Group, Inc.
> 5151 Blazer Parkway Suite A
> Dublin, ohio 43017
> Telephone: 614-289-5457
> Mobile: 614-745-5491
> Email: Brian.Schrock at gardencitygroup.com
> ________________________________
>
> This communication (including any attachments) is intended for the use of
> the intended recipient(s) only and may contain information that is
> confidential, privileged or legally protected. Any unauthorized use or
> dissemination of this communication is strictly prohibited. If you have
> received this communication in error, please immediately notify the sender
> by return e-mail message and delete all copies of the original
> communication. Thank you for your cooperation.



-- 
Best regards, Ruslan.


From trs at bestpractical.com  Thu Jul 19 04:00:48 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 19 Jul 2012 01:00:48 -0700
Subject: [rt-users] Missing headers on Download
In-Reply-To: <CAMOxC8seWH9svUgA=+aWKiAODe0tD4wR+mZj89Q8Ohkmtxsk9A@mail.gmail.com>
References: <5B4DCF16578AAF40B89161AA18AC9510D7F635@GCGO-EXMB1.gcdomain.local>
	<CAMOxC8seWH9svUgA=+aWKiAODe0tD4wR+mZj89Q8Ohkmtxsk9A@mail.gmail.com>
Message-ID: <5007BEB0.5040403@bestpractical.com>

On 07/18/2012 02:47 PM, Ruslan Zakirov wrote:
>> When we click on the ?Download (untitled) / with headers? link we get some
>> of the headers, but the FROM TO and SUBJECT are missing. Is there a way to
>> change RT so that it does display those headers when we click that link?
>>
> 
> Probably you have multipart message and subject, from and many other
> headers are only
> on top part of the mail. This view is mostly for admins rather than mortals :)

A trick that generally works (but not always, esp. on high traffic RTs):

Click on the "with headers" link for the first part of the message
(usually text/* for multipart/ mail) and then subtract one from the
number at the end of the URL to get the top-level parent part with the
headers you want.


From mirebob at gmail.com  Thu Jul 19 06:59:22 2012
From: mirebob at gmail.com (=?ISO-8859-1?Q?R=E9mi?=)
Date: Thu, 19 Jul 2012 12:59:22 +0200
Subject: [rt-users] Inline screenshots
In-Reply-To: <002901cd2e62$7ed45610$7c7d0230$@gmx.de>
References: <Ac0tnHn7dtdm6Q6TQOet2GLktuGaygAxeXqA>
	<002901cd2e62$7ed45610$7c7d0230$@gmx.de>
Message-ID: <CAM+rtsZLeu3kunYhmFGnEf0KmTpF9wBy=BhkzmCXO7PHd7We7A@mail.gmail.com>

Hi rt-users,

I got this working in RT 3.8.8 with modifying /Elements/SrubHTML to
authorize IMG elements and src attribute. After that you can see
inline images in ticket history.
In RT4, SrubHTML have been moved to /RT/Interface/Web.pm

R?mi


2012/5/10  <rosewood at gmx.de>:
> On the RT Demo site you can paste screenshots into the ticket, like this:
> http://dl.dropbox.com/u/7981096/rtticket.png
>
> But when you submit the ticket the inline screenshot goes away. If you click
> the download link you get the raw html showing <img alt=""
> src="data:image/png;base64,iVBORw.
>
> Now, if you ATTACH a screenshot, that does show inline.
>
> With all of that said about the demo site, on my clean install of RT 4.0.5,
> I can't even paste the screenshot in.
>
> Is there a way to get inline screenshots working? The kind of problems we
> are tracking will require multiple screenshots for the ticket and to have
> them have to save each screenshot and attach them would really defeat the
> purpose of streamlining the process.
>
> Thank you
>


From Brian.Schrock at gardencitygroup.com  Thu Jul 19 10:05:27 2012
From: Brian.Schrock at gardencitygroup.com (Brian Schrock)
Date: Thu, 19 Jul 2012 14:05:27 +0000
Subject: [rt-users] Missing headers on Download
In-Reply-To: <5007BEB0.5040403@bestpractical.com>
References: <5B4DCF16578AAF40B89161AA18AC9510D7F635@GCGO-EXMB1.gcdomain.local>
	<CAMOxC8seWH9svUgA=+aWKiAODe0tD4wR+mZj89Q8Ohkmtxsk9A@mail.gmail.com>
	<5007BEB0.5040403@bestpractical.com>
Message-ID: <5B4DCF16578AAF40B89161AA18AC9510D803C6@GCGO-EXMB1.gcdomain.local>

Thank you, I noticed the same thing so I am modifying the dhandler script to walk the attachment tree up to the parent until Parent=0.

rt3/html/Ticket/Attachment/WithHeaders/dhandler

my $AttachmentObjParent = new RT::Attachment( $session{'CurrentUser'} );
$AttachmentObjParent->Load( $AttachmentObj->Parent );

And then I added this later in the file...
$m->out( $AttachmentObjParent->Headers );

Thanks for the response that is exactly the kind of info I needed.

-----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, July 19, 2012 4:01 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Missing headers on Download

On 07/18/2012 02:47 PM, Ruslan Zakirov wrote:
>> When we click on the ?Download (untitled) / with headers? link we get
>> some of the headers, but the FROM TO and SUBJECT are missing. Is
>> there a way to change RT so that it does display those headers when we click that link?
>>
>
> Probably you have multipart message and subject, from and many other
> headers are only on top part of the mail. This view is mostly for
> admins rather than mortals :)

A trick that generally works (but not always, esp. on high traffic RTs):

Click on the "with headers" link for the first part of the message (usually text/* for multipart/ mail) and then subtract one from the number at the end of the URL to get the top-level parent part with the headers you want.

________________________________

This communication (including any attachments) is intended for the use of the intended recipient(s) only and may contain information that is confidential, privileged or legally protected. Any unauthorized use or dissemination of this communication is strictly prohibited. If you have received this communication in error, please immediately notify the sender by return e-mail message and delete all copies of the original communication. Thank you for your cooperation.

From sathler90 at gmail.com  Thu Jul 19 10:49:01 2012
From: sathler90 at gmail.com (Eduardo)
Date: Thu, 19 Jul 2012 11:49:01 -0300
Subject: [rt-users] Result: could not change owner - RT 3.8.13
Message-ID: <CADPo_jv4VLR_UjvpnPP4x0kV3J9sWeMSqBKPpBWvMkV3CAApKw@mail.gmail.com>

Hello Folks,

One ticket in particular we can not change the owner ...  it is
"nobody in particular"

The ticket is in a queue and it was created inside this same queue.

It is strange that in the logs I saw this at the time the ticket was created:

[Thu Jul 19 00:40:35 2012] [info]: Ticket 22749 created in queue '' by
carl (/usr/local/lib/perl5/site_perl/5.12.4/RT/Ticket_Overlay.pm:671)

Note that the queue in the entry above is empty ... even tough it was
created inside a queue ...

I know that because of the history in the ticket that shows all the
changes, and when I moved to another queue to try change it there it
did show that was in the original queue (and also because it is the
procedure of the operators)

I just tried to change the owner as Admin and also tried to change the
queue but both attempts did not help in changing the owner.

Any ideias ?

-thanks,
-Ed.


From Brian.Schrock at gardencitygroup.com  Thu Jul 19 10:53:09 2012
From: Brian.Schrock at gardencitygroup.com (Brian Schrock)
Date: Thu, 19 Jul 2012 14:53:09 +0000
Subject: [rt-users] Missing headers on Download
In-Reply-To: <5B4DCF16578AAF40B89161AA18AC9510D803C6@GCGO-EXMB1.gcdomain.local>
References: <5B4DCF16578AAF40B89161AA18AC9510D7F635@GCGO-EXMB1.gcdomain.local>
	<CAMOxC8seWH9svUgA=+aWKiAODe0tD4wR+mZj89Q8Ohkmtxsk9A@mail.gmail.com>
	<5007BEB0.5040403@bestpractical.com>
	<5B4DCF16578AAF40B89161AA18AC9510D803C6@GCGO-EXMB1.gcdomain.local>
Message-ID: <5B4DCF16578AAF40B89161AA18AC9510D804E3@GCGO-EXMB1.gcdomain.local>

Here is how I solved it...

rt3/html/Ticket/Attachment/WithHeaders/dhandler


    #Load Parent Attachment to get e-mail headers...
    my $AttachmentObjParent = new RT::Attachment( $session{'CurrentUser'} );
    my $parent = $AttachmentObj->Parent;
    while ( $parent != 0 ) {
        $AttachmentObjParent->Load( $parent  );
        $parent = $AttachmentObjParent->Parent;
    }

    # XXX: should we check handle html here and integrate headers into html?
    $r->content_type( $content_type );
    $m->clear_buffer;
    #$m->out( $AttachmentObj->EncodedHeaders( $enc ) );
    #$m->out( $AttachmentObjParent->Headers );
    my @headers = split( "\n", $AttachmentObjParent->Headers);
    foreach my $header ( @headers ) {
        #$m->out( "\nAnother one:\n");
        #$m->out( $header );
        if ($header =~ /^(Subject|From|To|Date)/) {
                $m->out( "$header\n" );
        }
    }
    $m->out( "\n\n" );
    $m->out( $AttachmentObj->OriginalContent );
    $m->abort;


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brian Schrock
Sent: Thursday, July 19, 2012 10:15 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Missing headers on Download

Thank you, I noticed the same thing so I am modifying the dhandler script to walk the attachment tree up to the parent until Parent=0.

rt3/html/Ticket/Attachment/WithHeaders/dhandler

my $AttachmentObjParent = new RT::Attachment( $session{'CurrentUser'} ); $AttachmentObjParent->Load( $AttachmentObj->Parent );

And then I added this later in the file...
$m->out( $AttachmentObjParent->Headers );

Thanks for the response that is exactly the kind of info I needed.

-----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, July 19, 2012 4:01 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Missing headers on Download

On 07/18/2012 02:47 PM, Ruslan Zakirov wrote:
>> When we click on the ?Download (untitled) / with headers? link we get 
>> some of the headers, but the FROM TO and SUBJECT are missing. Is 
>> there a way to change RT so that it does display those headers when we click that link?
>>
>
> Probably you have multipart message and subject, from and many other 
> headers are only on top part of the mail. This view is mostly for 
> admins rather than mortals :)

A trick that generally works (but not always, esp. on high traffic RTs):

Click on the "with headers" link for the first part of the message (usually text/* for multipart/ mail) and then subtract one from the number at the end of the URL to get the top-level parent part with the headers you want.

________________________________

This communication (including any attachments) is intended for the use of the intended recipient(s) only and may contain information that is confidential, privileged or legally protected. Any unauthorized use or dissemination of this communication is strictly prohibited. If you have received this communication in error, please immediately notify the sender by return e-mail message and delete all copies of the original communication. Thank you for your cooperation.

From ruslan.zakirov at gmail.com  Thu Jul 19 15:19:51 2012
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 19 Jul 2012 22:19:51 +0300
Subject: [rt-users] RT config files different instances
In-Reply-To: <alpine.GSO.2.00.1207161051310.25759@casx007>
References: <alpine.GSO.2.00.1207141153000.15251@casx007>
	<CAMOxC8u2cFmQSg=O9EJZX=gN4ZAHrC2FZH1VCy1M6sNOp7at=g@mail.gmail.com>
	<alpine.GSO.2.00.1207142312520.25750@casx007>
	<CAMOxC8uZYyqhs4Rg82xrKMXfR_yd9GshNq3XPcWc0zxoiBcGNg@mail.gmail.com>
	<alpine.GSO.2.00.1207161051310.25759@casx007>
Message-ID: <CAMOxC8sf1qJiOom5PM09hpJ7uT8v9Pz7=9cuo_tjpXMUcR0Syg@mail.gmail.com>

Hi,

Sorry for delay. Didn't know how to describe situation.

1) Don't use REST for anything except creating and replying to
tickets. REST needs complete rewrite.

2) Anything that does reporting via higher level than perl API will
suffer performance issues at some point.

3) You can write a perl program that talks to one set of RT libraries
at a moment.

4) You can write a program that can work with 3.8 API and 4.0 API.

5) Never use RT libraries that don't match DB.

On Mon, Jul 16, 2012 at 12:57 PM, Richard McMahon <rgm at ast.cam.ac.uk> wrote:
>
> OK, my current two RT instances are 3.8(production) and
> 4.05 (Development). The 3.8 system will move to 4.06 soon.
>
> Use of REST is a possibility but would be mission creep at
> the moment.
>
> To avoid problems it would be useful to be able to get the RT version
> numbers programmatically for:
>
> (i)  local RT API libraries
>
> (ii) remote host [this could use REST] if the local API does not
> support it.
>
> r.

-- 
Best regards, Ruslan.


From florin at andrei.myip.org  Thu Jul 19 16:44:15 2012
From: florin at andrei.myip.org (Florin Andrei)
Date: Thu, 19 Jul 2012 13:44:15 -0700
Subject: [rt-users] Inline screenshots
In-Reply-To: <CAM+rtsZLeu3kunYhmFGnEf0KmTpF9wBy=BhkzmCXO7PHd7We7A@mail.gmail.com>
References: <Ac0tnHn7dtdm6Q6TQOet2GLktuGaygAxeXqA>
	<002901cd2e62$7ed45610$7c7d0230$@gmx.de>
	<CAM+rtsZLeu3kunYhmFGnEf0KmTpF9wBy=BhkzmCXO7PHd7We7A@mail.gmail.com>
Message-ID: <5008719F.8050007@andrei.myip.org>

On 07/19/2012 03:59 AM, R?mi wrote:
>
> I got this working in RT 3.8.8 with modifying /Elements/SrubHTML to
> authorize IMG elements and src attribute. After that you can see
> inline images in ticket history.
> In RT4, SrubHTML have been moved to /RT/Interface/Web.pm

In RT4, I did this:

--- Web.pm.old	2012-07-19 13:31:31.220050969 -0700
+++ Web.pm	2012-07-19 13:32:10.034169941 -0700
@@ -2867,7 +2867,7 @@
      );
      $scrubber->deny(qw[*]);
      $scrubber->allow(
-        qw[A B U P BR I HR BR SMALL EM FONT SPAN STRONG SUB SUP STRIKE 
H1 H2 H3 H4 H5 H6 DIV UL OL LI DL DT DD PRE BLOCKQUOTE]
+        qw[A B U P BR I HR BR SMALL EM FONT SPAN STRONG SUB SUP STRIKE 
H1 H2 H3 H4 H5 H6 DIV UL OL LI DL DT DD PRE BLOCKQUOTE IMG SRC]
      );
      $scrubber->comment(0);

But if I include a link to an image in a ticket, all I get is the URL 
displayed as text:

http://www.site.com/image.jpg

Does the message need to be formatted as HTML to begin with?

-- 
Florin Andrei
http://florin.myip.org/




From florin at andrei.myip.org  Thu Jul 19 17:12:13 2012
From: florin at andrei.myip.org (Florin Andrei)
Date: Thu, 19 Jul 2012 14:12:13 -0700
Subject: [rt-users] Inline screenshots
In-Reply-To: <5008719F.8050007@andrei.myip.org>
References: <Ac0tnHn7dtdm6Q6TQOet2GLktuGaygAxeXqA>
	<002901cd2e62$7ed45610$7c7d0230$@gmx.de>
	<CAM+rtsZLeu3kunYhmFGnEf0KmTpF9wBy=BhkzmCXO7PHd7We7A@mail.gmail.com>
	<5008719F.8050007@andrei.myip.org>
Message-ID: <5008782D.1050403@andrei.myip.org>

On 07/19/2012 01:44 PM, Florin Andrei wrote:
>
> In RT4, I did this:
>
> --- Web.pm.old    2012-07-19 13:31:31.220050969 -0700
> +++ Web.pm    2012-07-19 13:32:10.034169941 -0700
> @@ -2867,7 +2867,7 @@
>       );
>       $scrubber->deny(qw[*]);
>       $scrubber->allow(
> -        qw[A B U P BR I HR BR SMALL EM FONT SPAN STRONG SUB SUP STRIKE
> H1 H2 H3 H4 H5 H6 DIV UL OL LI DL DT DD PRE BLOCKQUOTE]
> +        qw[A B U P BR I HR BR SMALL EM FONT SPAN STRONG SUB SUP STRIKE
> H1 H2 H3 H4 H5 H6 DIV UL OL LI DL DT DD PRE BLOCKQUOTE IMG SRC]
>       );
>       $scrubber->comment(0);
>
> But if I include a link to an image in a ticket, all I get is the URL
> displayed as text:
>
> http://www.site.com/image.jpg
>
> Does the message need to be formatted as HTML to begin with?

Oh wait, someone else sent an email from Outlook, formatted as HTML, and 
it does look like the image link is displayed online then. So I guess 
that's the requirement. RT4 won't display it inline if the original 
email was plain text (which makes sense, duh).

-- 
Florin Andrei
http://florin.myip.org/


From ruz at bestpractical.com  Thu Jul 19 17:12:24 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 20 Jul 2012 00:12:24 +0300
Subject: [rt-users] Inline screenshots
In-Reply-To: <5008719F.8050007@andrei.myip.org>
References: <002901cd2e62$7ed45610$7c7d0230$@gmx.de>
	<CAM+rtsZLeu3kunYhmFGnEf0KmTpF9wBy=BhkzmCXO7PHd7We7A@mail.gmail.com>
	<5008719F.8050007@andrei.myip.org>
Message-ID: <CAMOxC8s0t=hOmriAMoDE2uX2hG5k+JsrrN_Q41o4Kz5PNx1xyA@mail.gmail.com>

On Thu, Jul 19, 2012 at 11:44 PM, Florin Andrei <florin at andrei.myip.org> wrote:
> On 07/19/2012 03:59 AM, R?mi wrote:
>>
>>
>> I got this working in RT 3.8.8 with modifying /Elements/SrubHTML to
>> authorize IMG elements and src attribute. After that you can see
>> inline images in ticket history.
>> In RT4, SrubHTML have been moved to /RT/Interface/Web.pm
>
>
> In RT4, I did this:
>
> --- Web.pm.old  2012-07-19 13:31:31.220050969 -0700
> +++ Web.pm      2012-07-19 13:32:10.034169941 -0700
> @@ -2867,7 +2867,7 @@
>      );
>      $scrubber->deny(qw[*]);
>      $scrubber->allow(
> -        qw[A B U P BR I HR BR SMALL EM FONT SPAN STRONG SUB SUP STRIKE H1
> H2 H3 H4 H5 H6 DIV UL OL LI DL DT DD PRE BLOCKQUOTE]
> +        qw[A B U P BR I HR BR SMALL EM FONT SPAN STRONG SUB SUP STRIKE H1
> H2 H3 H4 H5 H6 DIV UL OL LI DL DT DD PRE BLOCKQUOTE IMG SRC]
>      );
>      $scrubber->comment(0);
>
> But if I include a link to an image in a ticket, all I get is the URL
> displayed as text:
>
> http://www.site.com/image.jpg
>
> Does the message need to be formatted as HTML to begin with?

Note that such change introduces security vulnerability that is easily
exploitable. People can insert URLs into img's src attribute that
point to RT itself and do some actions on behalf of the user who is
looking at the ticket.

> --
> Florin Andrei
> http://florin.myip.org/



-- 
Best regards, Ruslan.


From mgarman at peakehealthcare.com  Thu Jul 19 17:46:29 2012
From: mgarman at peakehealthcare.com (ikeusmaximus)
Date: Thu, 19 Jul 2012 14:46:29 -0700 (PDT)
Subject: [rt-users] Add custom web page to RT 4.0.5
In-Reply-To: <CAMOxC8uMEehGRJ7qipiE7pU_vc-0pvH5L2U_8sXDfG0nMkzYTA@mail.gmail.com>
References: <34178695.post@talk.nabble.com>
	<CAMOxC8uMEehGRJ7qipiE7pU_vc-0pvH5L2U_8sXDfG0nMkzYTA@mail.gmail.com>
Message-ID: <34187093.post@talk.nabble.com>



Ruslan Zakirov-2 wrote:
> 
> On Wed, Jul 18, 2012 at 2:50 PM, ikeusmaximus
> <mgarman at peakehealthcare.com> wrote:
>>
>> Greetings All,
>>
>> I am wondering if it is possible to essentially add an additional web
>> page
>> to RT. I have been pouring over wiki's and RT documentation for a few
>> days
>> now and I am no closer to finding an answer.  I know that a Callback can
>> be
>> used to modify parts of the Web GUI (like the Left Navigation Bar...thank
>> you Kevin Falcone-2), but since I want to create a web page, a Callback
>> will
>> not work as it modifies existing web pages/Elements.
>>
>> The web page is really only a listing of a directory, but we would like
>> it
>> if we could essentially put the RT wrapper (nav bars and such) around it
>> so
>> that it is easier to navigate between that page and the rest of RT.  Is
>> this
>> possible?
> 
> What is the problem? Put the following into share/html/MyPage.html:
> 
> <& /Elements/Header, Title => "my title" &>
> <& /Elements/Tabs &>
> <& /Elements/ListActions &>
> 
> That's it. Just point you browser to /MyPage.html under RT's web URL.
> 
> More examples you can get from any RT's .html file. Use callbacks in
> /Elements/Tabs to add link to the page.
> 
>> Thanks
>> --
>> View this message in context:
>> http://old.nabble.com/Add-custom-web-page-to-RT-4.0.5-tp34178695p34178695.html
>> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>>
> 
> 
> 
> -- 
> Best regards, Ruslan.
> 
> 




Thanks for the quick reply Ruslan.  I have created the page and it is
displaying nicely.  The only problem now is that I cannot add any content to
the page.  I have looked at many different .html files in the surrounding
directories but I cannot seem to get any content to show.  I have copied
certain .html files (such as /Search/Simple.html, primarily because it
"simply displays text") and have experimented with removing bits of content
piece by piece (such as the code for the search box and button), but the
original content still remains.  

At the risk of sounding extremely dense how can I get my content to display? 
I eventually want the page to show the contents of a specific directory
stored locally on the same server (which I plan to do code from a php
module). But seeing how I cannot even get some plain text to appear when I
want it to, it would seem that would be the place to start.  Thanks,



P.S.  I have noticed many perl (I think they are perl) commands throughout
the .html files.  Some are preceded by the "%" character.  Is this the perl
equivalent of "commenting out code?"

-- 
View this message in context: http://old.nabble.com/Add-custom-web-page-to-RT-4.0.5-tp34178695p34187093.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From ruz at bestpractical.com  Thu Jul 19 17:56:11 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 20 Jul 2012 00:56:11 +0300
Subject: [rt-users] Add custom web page to RT 4.0.5
In-Reply-To: <34187093.post@talk.nabble.com>
References: <34178695.post@talk.nabble.com>
	<CAMOxC8uMEehGRJ7qipiE7pU_vc-0pvH5L2U_8sXDfG0nMkzYTA@mail.gmail.com>
	<34187093.post@talk.nabble.com>
Message-ID: <CAMOxC8sdPhGXBuF1MKiUD2DM3weknQ1jHv-cnqj3NHsnVnTJWg@mail.gmail.com>

mason cache

On Fri, Jul 20, 2012 at 12:46 AM, ikeusmaximus
<mgarman at peakehealthcare.com> wrote:
>
>
> Ruslan Zakirov-2 wrote:
>>
>> On Wed, Jul 18, 2012 at 2:50 PM, ikeusmaximus
>> <mgarman at peakehealthcare.com> wrote:
>>>
>>> Greetings All,
>>>
>>> I am wondering if it is possible to essentially add an additional web
>>> page
>>> to RT. I have been pouring over wiki's and RT documentation for a few
>>> days
>>> now and I am no closer to finding an answer.  I know that a Callback can
>>> be
>>> used to modify parts of the Web GUI (like the Left Navigation Bar...thank
>>> you Kevin Falcone-2), but since I want to create a web page, a Callback
>>> will
>>> not work as it modifies existing web pages/Elements.
>>>
>>> The web page is really only a listing of a directory, but we would like
>>> it
>>> if we could essentially put the RT wrapper (nav bars and such) around it
>>> so
>>> that it is easier to navigate between that page and the rest of RT.  Is
>>> this
>>> possible?
>>
>> What is the problem? Put the following into share/html/MyPage.html:
>>
>> <& /Elements/Header, Title => "my title" &>
>> <& /Elements/Tabs &>
>> <& /Elements/ListActions &>
>>
>> That's it. Just point you browser to /MyPage.html under RT's web URL.
>>
>> More examples you can get from any RT's .html file. Use callbacks in
>> /Elements/Tabs to add link to the page.
>>
>>> Thanks
>>> --
>>> View this message in context:
>>> http://old.nabble.com/Add-custom-web-page-to-RT-4.0.5-tp34178695p34178695.html
>>> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>>>
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>>
>
>
>
>
> Thanks for the quick reply Ruslan.  I have created the page and it is
> displaying nicely.  The only problem now is that I cannot add any content to
> the page.  I have looked at many different .html files in the surrounding
> directories but I cannot seem to get any content to show.  I have copied
> certain .html files (such as /Search/Simple.html, primarily because it
> "simply displays text") and have experimented with removing bits of content
> piece by piece (such as the code for the search box and button), but the
> original content still remains.
>
> At the risk of sounding extremely dense how can I get my content to display?
> I eventually want the page to show the contents of a specific directory
> stored locally on the same server (which I plan to do code from a php
> module). But seeing how I cannot even get some plain text to appear when I
> want it to, it would seem that would be the place to start.  Thanks,
>
>
>
> P.S.  I have noticed many perl (I think they are perl) commands throughout
> the .html files.  Some are preceded by the "%" character.  Is this the perl
> equivalent of "commenting out code?"
>
> --
> View this message in context: http://old.nabble.com/Add-custom-web-page-to-RT-4.0.5-tp34178695p34187093.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>



-- 
Best regards, Ruslan.


From trs at bestpractical.com  Thu Jul 19 22:59:53 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 19 Jul 2012 19:59:53 -0700
Subject: [rt-users] Add custom web page to RT 4.0.5
In-Reply-To: <34187093.post@talk.nabble.com>
References: <34178695.post@talk.nabble.com>
	<CAMOxC8uMEehGRJ7qipiE7pU_vc-0pvH5L2U_8sXDfG0nMkzYTA@mail.gmail.com>
	<34187093.post@talk.nabble.com>
Message-ID: <5008C9A9.7000303@bestpractical.com>

On 07/19/2012 02:46 PM, ikeusmaximus wrote:
> P.S.  I have noticed many perl (I think they are perl) commands throughout
> the .html files.  Some are preceded by the "%" character.  Is this the perl
> equivalent of "commenting out code?"

No.  That's Mason syntax for a line of Perl.  Mason is the templating
library used in RT which lets you interpolate HTML and Perl in the same
file.

http://masonbook.com


From olejon at live.com  Fri Jul 20 03:24:22 2012
From: olejon at live.com (=?utf-8?B?T2xlIEpvbiBCasO4cmt1bQ==?=)
Date: Fri, 20 Jul 2012 09:24:22 +0200
Subject: [rt-users] Charset for logs
Message-ID: <BAY148-W53A1184FA70B7E23A3A24EAED80@phx.gbl>


Ever since we started to use RT (before 3.8.7, now 4.0.4), it doesn't seem to use the correct charset for logging. All norwegian characters (???) becomes: ?. I can see this because we have scrips that contain norwegian characters, and every time a scrip is launched, it is logged to the Apache log. Today I also noticed that if I subscribe to a dashboard with norwegian characters in its name, the subject of the email sent out also have this problem (? instead of ?, ? or ?). The email body however, has the correct charset. There is no charset problems in the web UI. How can this be fixed?
Thanks 		 	   		  
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From dteklavya at gmail.com  Fri Jul 20 03:44:53 2012
From: dteklavya at gmail.com (Rajesh Kumar)
Date: Fri, 20 Jul 2012 13:14:53 +0530
Subject: [rt-users] Ticket level permissions
Message-ID: <50090C75.6080501@gmail.com>

Hi All,

I'm new to RT and trying to make it work in following manner -

1. There should be only one queue called 'Support'. This is because we 
have too many clients and is a management call...

2. Multiple clients using same queue to create tickets.

3. No client should be able to access another client's tickets. Example 
- Client A should not be able to access client B's tickets.

And this is what I've done so far -

1. Add a custom field 'Client' at user level.

2. Create a group for each 'Client' and add all users belonging to the 
client to their respective group.

3. OnCreate scrip to add the group as 'Cc' to the ticket and grant 
'ShowTicket' to the 'Cc' role.

This results in -

1. User belonging to group A cannot see tickets raised by any user of 
group B on the 'Open tickets' page. So the segregation works here.

2. But if a user of group A searches for a ticket (by ticket number) he 
gets to see all the ticket details hence defeating restriction we needed 
in place.

Please take a look at the OnCreate script on pastebin 
<http://pastebin.com/4G7mFDP8> and help me understand what is wrong with 
this approach.


Thanks for help!

Regards,
Rajesh
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From mirebob at gmail.com  Fri Jul 20 08:43:21 2012
From: mirebob at gmail.com (=?ISO-8859-1?Q?R=E9mi?=)
Date: Fri, 20 Jul 2012 14:43:21 +0200
Subject: [rt-users] Inline screenshots
In-Reply-To: <CAMOxC8s0t=hOmriAMoDE2uX2hG5k+JsrrN_Q41o4Kz5PNx1xyA@mail.gmail.com>
References: <002901cd2e62$7ed45610$7c7d0230$@gmx.de>
	<CAM+rtsZLeu3kunYhmFGnEf0KmTpF9wBy=BhkzmCXO7PHd7We7A@mail.gmail.com>
	<5008719F.8050007@andrei.myip.org>
	<CAMOxC8s0t=hOmriAMoDE2uX2hG5k+JsrrN_Q41o4Kz5PNx1xyA@mail.gmail.com>
Message-ID: <CAM+rtsbX+3qv2TXs-F4=KFaHrrcbrUFmCFcRcStvcLB6gGOJtA@mail.gmail.com>

2012/7/19 Ruslan Zakirov <ruz at bestpractical.com>:
> On Thu, Jul 19, 2012 at 11:44 PM, Florin Andrei <florin at andrei.myip.org> wrote:
>> On 07/19/2012 03:59 AM, R?mi wrote:
>>>
>>>
>>> I got this working in RT 3.8.8 with modifying /Elements/SrubHTML to
>>> authorize IMG elements and src attribute. After that you can see
>>> inline images in ticket history.
>>> In RT4, SrubHTML have been moved to /RT/Interface/Web.pm
>>
>>
>> In RT4, I did this:
>>
>> --- Web.pm.old  2012-07-19 13:31:31.220050969 -0700
>> +++ Web.pm      2012-07-19 13:32:10.034169941 -0700
>> @@ -2867,7 +2867,7 @@
>>      );
>>      $scrubber->deny(qw[*]);
>>      $scrubber->allow(
>> -        qw[A B U P BR I HR BR SMALL EM FONT SPAN STRONG SUB SUP STRIKE H1
>> H2 H3 H4 H5 H6 DIV UL OL LI DL DT DD PRE BLOCKQUOTE]
>> +        qw[A B U P BR I HR BR SMALL EM FONT SPAN STRONG SUB SUP STRIKE H1
>> H2 H3 H4 H5 H6 DIV UL OL LI DL DT DD PRE BLOCKQUOTE IMG SRC]
>>      );
>>      $scrubber->comment(0);
>>
>> But if I include a link to an image in a ticket, all I get is the URL
>> displayed as text:
>>
>> http://www.site.com/image.jpg
>>
>> Does the message need to be formatted as HTML to begin with?
>
> Note that such change introduces security vulnerability that is easily
> exploitable. People can insert URLs into img's src attribute that
> point to RT itself and do some actions on behalf of the user who is
> looking at the ticket.
>

In my case I tweek a little more the scrubber to avoid (reduce)
security issues,
the only thing I wanted is the ability to paste en image in the
CKeditor (<img src="data:image/png;base64..... />)
this do the trick after the $scriubber->allow() call.

$scrubber->rules(
                img => {
                        src => qr{^data\:image}i,
                        alt => 1,
                        '*' => 0,
                        },
                );

R?mi


>> --
>> Florin Andrei
>> http://florin.myip.org/
>
>
>
> --
> Best regards, Ruslan.


From jzabolotnyi at arces.net  Fri Jul 20 09:06:41 2012
From: jzabolotnyi at arces.net (Jack Zabolotnyi)
Date: Fri, 20 Jul 2012 15:06:41 +0200
Subject: [rt-users] Update transaction CustomField from scrip
Message-ID: <CAJEC3g3ZcNso7T8teJtUEp+Jq6aFNS635CF72_eSbwyiVrm6Tg@mail.gmail.com>

Hi everyone!

I'm trying to build very simple workflow:
1. user adds transaction to some ticket (simply comment or reply)
2. this transaction have couple CustomFields
3. After adding this transaction, i'm executing scrip (Condition:
OnTransaction, Action: User Defined, Stage: TransactionBatch) where I need
to update this transaction's custom fields with new values (based on some
calculations)

I was able to get transaction CustomField values, but i was not able to
change any of them. Can please anyone show me how to do it correctly?

And while we're here, can anyone tell me how can i get sorting order
(values of "sort" column) from "select one value" custom field? (i'm
thinking about using this value as a ratio for items in this field that
will be used later)

Thank you in advance!

-- 
Jack Zabolotnyi
Arces Network, LLC

e: jzabolotnyi at arces.net
w: http://www.arces.net

PGP key: 2048R/7F2AB658 2012-07-02
PGP fingerprint: 4C7E 00A8 5210 F3D9 0509  C70E 87C8 666E 7F2A B658
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From darin at darins.net  Fri Jul 20 11:47:58 2012
From: darin at darins.net (Darin Perusich)
Date: Fri, 20 Jul 2012 11:47:58 -0400
Subject: [rt-users] Installing and Configuring Asset Tracker in RT
In-Reply-To: <20120705234252.GJ42259@jibsheet.com>
References: <8CF273DD126E126-2A10-4160F@webmail-d130.sysops.aol.com>
	<20120705124223.6b1ea369@meiler.aschendorff.de>
	<20120705234252.GJ42259@jibsheet.com>
Message-ID: <CADaviKuF-Lg3MrFP=GZ7mTKBX2OOQDQE8h2dtL7i9yczz6AXkA@mail.gmail.com>

On Thu, Jul 5, 2012 at 7:42 PM, Kevin Falcone <falcone at bestpractical.com> wrote:
> On Thu, Jul 05, 2012 at 12:42:23PM +0200, Carlos Becker wrote:
>> I installed the debian rt4 packages on Debian stable 6.x squeeze.
>> Unfortunately squeeze does not provide rt4 and assettracker packages
>> so I use the packages that are available in debian testing (using apt pinning).
>>
>> After some tweaks (there were issues with the mysql schema about TYPE=InnoDB which now must be ENGINE=InnoDB)
>
> If debian is shipping rt4 packages with TYPE=InnoDB that's a bug. RT has
> shipped ENGINE since 4.0.0 and fixed it in 3.8 with 3.8.11.
>
>> basically installation went fine, but again I am getting display problems with the rt start page.
>> What I see in the front page is the text:
>>
>> <LABEL ACCESSKEY="9"> <SELECT NAME ="Type" onchange="document.CreateAssetOfType.submit()" class="select-assettype"> </SELECT> </LABEL>
>> and
>
> Looks like Asset Tracker is pushing HTML into localized strings which
> is something we've discouraged for a long time and disabled in 4.0.6
> because of the massive security holes in the approach. The Asset
> Tracker authors can convert to using l_unsafe but need to make sure
> they're not just introducing security holes.  Best Practical doesn't
> work on Asset Tracker, so you probably want to contact the AT team
> directly.

FYI...this has been resolved, but it hasn't been pushed upstream yet.

https://github.com/rg1/rt-extension-assettracker/commit/c6f0a440358ab3695f692b4aa0eff540bc4cf156


From trs at bestpractical.com  Fri Jul 20 12:17:57 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 20 Jul 2012 09:17:57 -0700
Subject: [rt-users] Inline screenshots
In-Reply-To: <CAM+rtsbX+3qv2TXs-F4=KFaHrrcbrUFmCFcRcStvcLB6gGOJtA@mail.gmail.com>
References: <002901cd2e62$7ed45610$7c7d0230$@gmx.de>
	<CAM+rtsZLeu3kunYhmFGnEf0KmTpF9wBy=BhkzmCXO7PHd7We7A@mail.gmail.com>
	<5008719F.8050007@andrei.myip.org>
	<CAMOxC8s0t=hOmriAMoDE2uX2hG5k+JsrrN_Q41o4Kz5PNx1xyA@mail.gmail.com>
	<CAM+rtsbX+3qv2TXs-F4=KFaHrrcbrUFmCFcRcStvcLB6gGOJtA@mail.gmail.com>
Message-ID: <500984B5.5060407@bestpractical.com>

On 07/20/2012 05:43 AM, R?mi wrote:
> In my case I tweek a little more the scrubber to avoid (reduce)
> security issues,
> the only thing I wanted is the ability to paste en image in the
> CKeditor (<img src="data:image/png;base64..... />)
> this do the trick after the $scriubber->allow() call.
> 
> $scrubber->rules(
>                 img => {
>                         src => qr{^data\:image}i,
>                         alt => 1,
>                         '*' => 0,
>                         },
>                 );

In 4.0.6, you can configure this with a clean local overlay and not have
to patch any core RT code.  Things to look forward to when you upgrade. ;)


From falcone at bestpractical.com  Fri Jul 20 11:11:19 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 20 Jul 2012 08:11:19 -0700
Subject: [rt-users] Result: could not change owner - RT 3.8.13
In-Reply-To: <CADPo_jv4VLR_UjvpnPP4x0kV3J9sWeMSqBKPpBWvMkV3CAApKw@mail.gmail.com>
References: <CADPo_jv4VLR_UjvpnPP4x0kV3J9sWeMSqBKPpBWvMkV3CAApKw@mail.gmail.com>
Message-ID: <20120720151119.GJ980@jibsheet.com>

On Thu, Jul 19, 2012 at 11:49:01AM -0300, Eduardo wrote:
> One ticket in particular we can not change the owner ...  it is
> "nobody in particular"
> 
> The ticket is in a queue and it was created inside this same queue.
> 
> It is strange that in the logs I saw this at the time the ticket was created:
> 
> [Thu Jul 19 00:40:35 2012] [info]: Ticket 22749 created in queue '' by
> carl (/usr/local/lib/perl5/site_perl/5.12.4/RT/Ticket_Overlay.pm:671)

What did RT record as the Queue column on the Ticket during creation?
You can look it up manually by id to see what's going on.

> 
> I just tried to change the owner as Admin and also tried to change the
> queue but both attempts did not help in changing the owner.

What was the error in the logs?

Also, you can try running rt-validator on an offline copy of your
database to see if it finds any weirdness.

-kevin
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From falcone at bestpractical.com  Fri Jul 20 10:25:08 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 20 Jul 2012 07:25:08 -0700
Subject: [rt-users] Reset all users' RT at a glance
In-Reply-To: <BAY148-W55356A9512002680924FB5AED40@phx.gbl>
References: <BAY148-W55356A9512002680924FB5AED40@phx.gbl>
Message-ID: <20120720142508.GG980@jibsheet.com>

On Mon, Jul 16, 2012 at 10:06:22AM +0200, Ole Jon Bj?rkum wrote:
>    I have configured RT at a glance globally, and want to reset all users' RT at a glance so that
>    they get the global version. Is it possible? Now seems like each user have to do it.

Right now the only way is clearing the Pref-HomepageSettings
Attributes in the database.  Obviously, make sure your backups are
good before messing with the DB manually and be sure you don't blow
away the global HomepageSettings Attribute.

-kevin
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From falcone at bestpractical.com  Fri Jul 20 11:15:03 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 20 Jul 2012 08:15:03 -0700
Subject: [rt-users] Ticket level permissions
In-Reply-To: <50090C75.6080501@gmail.com>
References: <50090C75.6080501@gmail.com>
Message-ID: <20120720151503.GK980@jibsheet.com>

On Fri, Jul 20, 2012 at 01:14:53PM +0530, Rajesh Kumar wrote:
>    Hi All,
> 
>    I'm new to RT and trying to make it work in following manner -
> 
>    1. There should be only one queue called 'Support'. This is because we have too many clients
>    and is a management call...
> 
>    2. Multiple clients using same queue to create tickets.
> 
>    3. No client should be able to access another client's tickets. Example - Client A should not
>    be able to access client B's tickets.
> 
>    And this is what I've done so far -
> 
>    1. Add a custom field 'Client' at user level.
> 
>    2. Create a group for each 'Client' and add all users belonging to the client to their
>    respective group.
> 
>    3. OnCreate scrip to add the group as 'Cc' to the ticket and grant 'ShowTicket' to the 'Cc'
>    role.
> 
>    This results in -
> 
>    1. User belonging to group A cannot see tickets raised by any user of group B on the 'Open
>    tickets' page. So the segregation works here.
> 
>    2. But if a user of group A searches for a ticket (by ticket number) he gets to see all the
>    ticket details hence defeating restriction we needed in place.

You've granted ShowTicket too widely, check your ACL configurations.
Especially for Everyone and Unprivileged groups.

-kevin

>    Please take a look at the OnCreate script on [1]pastebin and help me understand what is wrong
>    with this approach.
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From falcone at bestpractical.com  Fri Jul 20 11:17:45 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 20 Jul 2012 08:17:45 -0700
Subject: [rt-users] Charset for logs
In-Reply-To: <BAY148-W53A1184FA70B7E23A3A24EAED80@phx.gbl>
References: <BAY148-W53A1184FA70B7E23A3A24EAED80@phx.gbl>
Message-ID: <20120720151745.GL980@jibsheet.com>

On Fri, Jul 20, 2012 at 09:24:22AM +0200, Ole Jon Bj?rkum wrote:
>    Ever since we started to use RT (before 3.8.7, now 4.0.4), it doesn't seem to use the correct
>    charset for logging. All norwegian characters (aeo/aa) becomes: **. I can see this because we
>    have scrips that contain norwegian characters, and every time a scrip is launched, it is
>    logged to the Apache log. 

How are you logging, Syslog, Screen, File? RT has several different ways
to log and it's impossible to test without knowing.

>    Today I also noticed that if I subscribe to a dashboard with
>    norwegian characters in its name, the subject of the email sent out also have this problem (**
>    instead of ae, o/ or aa). The email body however, has the correct charset. There is no charset
>    problems in the web UI. How can this be fixed?

Please provide a raw Subject: line so we can see what's going on.
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From falcone at bestpractical.com  Fri Jul 20 11:08:16 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 20 Jul 2012 08:08:16 -0700
Subject: [rt-users] Name: Hans being found when looking for johansen
In-Reply-To: <5005D83F.8020409@hpcrd.lbl.gov>
References: <5005D83F.8020409@hpcrd.lbl.gov>
Message-ID: <20120720150816.GI980@jibsheet.com>

On Tue, Jul 17, 2012 at 02:25:19PM -0700, Sandra Wittenbrock wrote:
> [Tue Jul 17 20:51:02 2012] [debug]: Attempting to use this
> canonicalization key: EmailAddress
> (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472)
> [Tue Jul 17 20:51:02 2012] [debug]: LDAP Search ===  Base:
> dc=xxx,dc=xxx,dc=gov == Filter:
> (&(objectClass=*)(mail=johansen at xxx.gov)) == Attrs:
> l,cn,st,mail,cn,co,streetAddress,postalCode,telephoneNumber,uid,cn

You should run an ldapsearch command using the base and filter that
RT-Authen-ExternalAuth is using and find out what records come back
from your LDAP server.

-kevin
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From falcone at bestpractical.com  Fri Jul 20 11:04:03 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 20 Jul 2012 08:04:03 -0700
Subject: [rt-users] OnCorrespondNotify Owner and AdminCCs
In-Reply-To: <CAMOxC8v1sAbbcP9k-pdQ_FSpKqSFc187E92JJ2Mg0Xz-=rFa1w@mail.gmail.com>
References: <FBAC17D4-9CE6-4B19-B2F3-E97FD5BD723D@kiinde.com>
	<CAMOxC8v1sAbbcP9k-pdQ_FSpKqSFc187E92JJ2Mg0Xz-=rFa1w@mail.gmail.com>
Message-ID: <20120720150403.GH980@jibsheet.com>

On Tue, Jul 17, 2012 at 08:29:42PM +0300, Ruslan Zakirov wrote:
> On Fri, Jul 13, 2012 at 8:24 PM, Kailas Narendran <kailas at kiinde.com> wrote:
> > We're using RT and have a situation where, on correspondence, we need to
> > notify both Owners and AdminCCs.  If someone is on both lists, then we would
> > want them to be only notified once.
> >
> > I found an example at http://requesttracker.wikia.com/wiki/ScripAction, but
> > it sounded (from conversations on IRC) that it should be possible to do this
> > w/out mucking with the database schema (as well as not assuming that the sql
> > in the example would work in the latest RT version).
> >
> > I'm new to customizing RT and am not sure where to start.  has anyone run
> > into this situation before and help me with how to accomplish this?
> 
> Start from setting up clone of production to play with without being
> afraid to break
> things.
> 
> Take a look at http://requesttracker.wikia.com/wiki/InitialData, it's
> better approach
> to insert a scrip action.

To expand on Ruslan's answer, this is a matter of stealing from the
core initialdata's @ScripActions  list and creating your own small
myscripactions file with one entry in it.  You'll want to fix the
Name, Description and Argument (the Argument is AdminCc,Owner not just
Owner or AdminCc).  Running this with rt-setup-database --action
insert --datafile myscripactions will get you a new Scrip Action in
the UI called "Notify Owners and AdminCcs".

I believe this to be a generally useful scrip action to have, so I
suspect I'll add it to my 4.2/new-scripactions branch where I've been
collecting some things I write a lot.

-kevin
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From kevin_elliott at ci.juneau.ak.us  Fri Jul 20 15:45:55 2012
From: kevin_elliott at ci.juneau.ak.us (Kevin Elliott)
Date: Fri, 20 Jul 2012 11:45:55 -0800
Subject: [rt-users] Backing up RT's configuration files?
In-Reply-To: <C8B8517ADA90DB40A482797D59EB83895FAD2D25@CED01MBXS08.replynet.prv>
References: <4A09477D575C2C4B86497161427DD94C278E26564A@city-exchange07>
	<C8B8517ADA90DB40A482797D59EB83895FAD2D25@CED01MBXS08.replynet.prv>
Message-ID: <4A09477D575C2C4B86497161427DD94C278E26567C@city-exchange07>

Sorry all - I'm a bit confused on where these files live.

I have RT-ish stuff in:

/usr/share/request-tracker4
/usr/local/share/request-tracker4
/etc/request-tracker4

Should I just grab all of those directories in my backup?

What about the mail filters for each queue? I can't find anything in /etc/postfix/ that looks related. Are the filters configured within-RT?

I'm working with a Debian server for what its worth.




-----Original Message-----
From: Scotto Alberto [mailto:al.scotto at reply.it] 
Sent: Thursday, July 12, 2012 10:14 AM
To: Kevin Elliott; rt-users at lists.bestpractical.com
Subject: R: Backing up RT's configuration files?

Hi Kevin,

I think it's enough to back up:
- etc/ containing RT's config files
- local/ containing all the extensions you added and your own customizations

Regards

________________________________________
Inizio: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] per conto di Kevin Elliott [kevin_elliott at ci.juneau.ak.us]
Inviato: gioved? 12 luglio 2012 19.52
Fine: rt-users at lists.bestpractical.com
Oggetto: [rt-users] Backing up RT's configuration files?

Hello all.

I have temporary custodianship over our RT server and would like to implement some sort of simple script backup system.

I'm planning on just dumping a copy of the database onto our backup server but what other files should I tar and move off the host? I am not very familiar with the underpinnings of RT so it's difficult for me to decide what to backup.

What files/directories should I backup so that I can quickly recover the RT server and our ticket content in the event of Something Bad(TM)?


Thanks.

--
Kevin Elliott

Network Specialist
City and Borough of Juneau, MIS
(907) 586 - 0905



Alberto Scotto

Blue Reply
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.scotto at reply.it
www.reply.it


________________________________

--
The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.


From trs at bestpractical.com  Fri Jul 20 15:52:12 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 20 Jul 2012 12:52:12 -0700
Subject: [rt-users] Backing up RT's configuration files?
In-Reply-To: <4A09477D575C2C4B86497161427DD94C278E26567C@city-exchange07>
References: <4A09477D575C2C4B86497161427DD94C278E26564A@city-exchange07>
	<C8B8517ADA90DB40A482797D59EB83895FAD2D25@CED01MBXS08.replynet.prv>
	<4A09477D575C2C4B86497161427DD94C278E26567C@city-exchange07>
Message-ID: <5009B6EC.7090903@bestpractical.com>

On 07/20/2012 12:45 PM, Kevin Elliott wrote:
> Sorry all - I'm a bit confused on where these files live.
> 
> I have RT-ish stuff in:
> 
> /usr/share/request-tracker4
> /usr/local/share/request-tracker4
> /etc/request-tracker4
> 
> Should I just grab all of those directories in my backup?

Yes.  See `dpkg -L request-tracker4` for all the files the Debian
package installed, and if there are any directories you missed.

With the official packages this is slightly easier since everything
lives under one directory (/opt/rt4).

> What about the mail filters for each queue? I can't find anything in /etc/postfix/ that looks related. Are the filters configured within-RT?

/etc/aliases?

Don't forget your crontab for RT.


From sathler90 at gmail.com  Fri Jul 20 17:23:34 2012
From: sathler90 at gmail.com (Eduardo)
Date: Fri, 20 Jul 2012 18:23:34 -0300
Subject: [rt-users] Result: could not change owner - RT 3.8.13
In-Reply-To: <20120720151119.GJ980@jibsheet.com>
References: <CADPo_jv4VLR_UjvpnPP4x0kV3J9sWeMSqBKPpBWvMkV3CAApKw@mail.gmail.com>
	<20120720151119.GJ980@jibsheet.com>
Message-ID: <CADPo_jsxfwSpofQp+XB-noVD9EKcWux=N37AUkTfHK9jU2hwgA@mail.gmail.com>

On Fri, Jul 20, 2012 at 12:11 PM, Kevin Falcone
<falcone at bestpractical.com> wrote:
> On Thu, Jul 19, 2012 at 11:49:01AM -0300, Eduardo wrote:
>> One ticket in particular we can not change the owner ...  it is
>> "nobody in particular"
>>
>> The ticket is in a queue and it was created inside this same queue.
>>
>> It is strange that in the logs I saw this at the time the ticket was created:
>>
>> [Thu Jul 19 00:40:35 2012] [info]: Ticket 22749 created in queue '' by
>> carl (/usr/local/lib/perl5/site_perl/5.12.4/RT/Ticket_Overlay.pm:671)
>
> What did RT record as the Queue column on the Ticket during creation?
> You can look it up manually by id to see what's going on.

Hi Kevin, thanks for replying.

Yes, it did record the proper queue in the UI... but there was that
weird message in the logs.


>>
>> I just tried to change the owner as Admin and also tried to change the
>> queue but both attempts did not help in changing the owner.
>
> What was the error in the logs?

Nothing gets printed in the logs when I try that ...


> Also, you can try running rt-validator on an offline copy of your
> database to see if it finds any weirdness.

I am loading in my test machine to run it ...

thanks,
-Ed

> -kevin


From falcone at bestpractical.com  Fri Jul 20 15:44:29 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 20 Jul 2012 12:44:29 -0700
Subject: [rt-users] Update transaction CustomField from scrip
In-Reply-To: <CAJEC3g3ZcNso7T8teJtUEp+Jq6aFNS635CF72_eSbwyiVrm6Tg@mail.gmail.com>
References: <CAJEC3g3ZcNso7T8teJtUEp+Jq6aFNS635CF72_eSbwyiVrm6Tg@mail.gmail.com>
Message-ID: <20120720194429.GM980@jibsheet.com>

On Fri, Jul 20, 2012 at 03:06:41PM +0200, Jack Zabolotnyi wrote:
>    I'm trying to build very simple workflow:
>    1. user adds transaction to some ticket (simply comment or reply)
>    2. this transaction have couple CustomFields
>    3. After adding this transaction, i'm executing scrip (Condition: OnTransaction, Action: User
>    Defined, Stage: TransactionBatch) where I need to update this transaction's custom fields with
>    new values (based on some calculations)
> 
>    I was able to get transaction CustomField values, but i was not able to change any of them.
>    Can please anyone show me how to do it correctly?

It's easier if you show us what you're doing that doesn't work.

>    And while we're here, can anyone tell me how can i get sorting order (values of "sort" column)
>    from "select one value" custom field? (i'm thinking about using this value as a ratio for
>    items in this field that will be used later)

One problem is that you have an ObjectCustomFieldValue->Content and
you want a CustomFieldValue->SortOrder, so it's not really
straightforward.  You want to load the CustomField, call Values on it,
look for the one that matches your OCFV and then get the SortOrder.

-kevin
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From ptomblin at xcski.com  Fri Jul 20 18:07:53 2012
From: ptomblin at xcski.com (Paul Tomblin)
Date: Fri, 20 Jul 2012 18:07:53 -0400
Subject: [rt-users] Saving stuff in the session?
Message-ID: <CAJCD8L9Vt6Y13DPwGX-rpp8n=kMOpSKXDgj1Yk4LRPWRvqHBGQ@mail.gmail.com>

I have a couple of web pages that are being installed as an extension
(along with Scrips and Actions etc).  I want to pass information from one
part of the web interface to another part of the web interface.  I thought
of using the session, having the mason code setting $session{'Clients'} =
"testing" and retrieving it in another mason file using
$RT::Logger->debug($session{'Clients'});, but it always giving me the error
"Use of uninitialized value $HTML::Mason::Commands::session{"Clients"}" in
my log file.  Is there another way of storing things in the session?

-- 
http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin
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From thierry.thelliez.tech at gmail.com  Fri Jul 20 18:51:56 2012
From: thierry.thelliez.tech at gmail.com (Thierry Thelliez)
Date: Fri, 20 Jul 2012 16:51:56 -0600
Subject: [rt-users] Could the admin be blocked from setting passwords?
Message-ID: <CABz1xsVJOMuyrNLQ3HRhaG8oJTZbnUaNjQj7njEW1MCaDxUsGQ@mail.gmail.com>

In some systems the admin can only reset the end user passwords.  They
cannot know the passwords by setting it themselves.  In RT (3.8) if
admins set the passwords, then they could log in as the user
themselves.

Is that possible to forbid that in RT?  I would like to avoid issues
about who did what to a ticket.

I realize that the user administration UI would have to be different
(default passwords, reset password button for the admin, 'forgot
password' feature for the end users,...).

Thanks,
Thierry


From trs at bestpractical.com  Fri Jul 20 19:47:13 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 20 Jul 2012 16:47:13 -0700
Subject: [rt-users] Could the admin be blocked from setting passwords?
In-Reply-To: <CABz1xsVJOMuyrNLQ3HRhaG8oJTZbnUaNjQj7njEW1MCaDxUsGQ@mail.gmail.com>
References: <CABz1xsVJOMuyrNLQ3HRhaG8oJTZbnUaNjQj7njEW1MCaDxUsGQ@mail.gmail.com>
Message-ID: <5009EE01.8090706@bestpractical.com>

On 07/20/2012 03:51 PM, Thierry Thelliez wrote:
> In some systems the admin can only reset the end user passwords.  They
> cannot know the passwords by setting it themselves.  In RT (3.8) if
> admins set the passwords, then they could log in as the user
> themselves.
> 
> Is that possible to forbid that in RT?  I would like to avoid issues
> about who did what to a ticket.

Do your admins have Admin rights other than AdminUsers?  If so, then
they can run Perl code on the server, which means they have the ability
to impersonate users anyway.  You have to trust someone at some point.
If you can't trust your admins, maybe they shouldn't be admins...

To more directly answer your question, no, not out of the box.  It could
certainly be written as an extension.


From JThuau at spacex.com  Fri Jul 20 20:11:16 2012
From: JThuau at spacex.com (Joachim Thuau)
Date: Sat, 21 Jul 2012 00:11:16 +0000
Subject: [rt-users] SelfService link and/or search result in privileged
	interface?
Message-ID: <CC2F41B2.21C00%joachim.thuau@spacex.com>


Hello,

We are running RT-4.0.6 built from source on Debian. We have setup the
LDAP import extension, and have setup permissions on many queues depending
on group memberships (hundreds of queues, thousands of users). Each queue
is managed by a group. Users that are members of any of those groups get
"privileged" by a script from cron. Members of one group cannot see the
content of another queue. Now those users who are privileged no longer
land on the SelfService. A vast majority of those users are not technical,
and as such, we're trying to get them a list that shows them the
SelfService results  somewhere on the privileged interface, to make it
simple for them to also keep an eye on tickets they have submitted with
other queues/departments.

I was expecting to be able to setup the search that is being used in the
SelfService as part of RT At A Glance. I started with

"Requestor.Name = 'MyLoginHere'"

And the yielded all the tickets for which I am a requestor (which is a
good start). 

Now, because I want the query to be user specific, and looking at the
queries for "the last XX tickets I own", there is something along the line
of "Requestor.Name = '__CurrentUser__'" as a query, which I would be able
to add to the default page for RT. For some reason, the QueryBuilder never
returns anything, unless I explicitly put a username in there. How does
the magic work for the other system queries? Are there ways around this?
I'm a little bit at a loss as to where to go from here.

Any suggestions welcome ! :)

Thanks,
Jok
-- 
| Joachim Thuau | IT Systems Engineer - Linux / SpaceX |




From rgm at ast.cam.ac.uk  Sat Jul 21 11:47:13 2012
From: rgm at ast.cam.ac.uk (Richard McMahon)
Date: Sat, 21 Jul 2012 16:47:13 +0100 (BST)
Subject: [rt-users] RT config files different instances
In-Reply-To: <CAMOxC8sf1qJiOom5PM09hpJ7uT8v9Pz7=9cuo_tjpXMUcR0Syg@mail.gmail.com>
References: <alpine.GSO.2.00.1207141153000.15251@casx007>
	<CAMOxC8u2cFmQSg=O9EJZX=gN4ZAHrC2FZH1VCy1M6sNOp7at=g@mail.gmail.com>
	<alpine.GSO.2.00.1207142312520.25750@casx007>
	<CAMOxC8uZYyqhs4Rg82xrKMXfR_yd9GshNq3XPcWc0zxoiBcGNg@mail.gmail.com>
	<alpine.GSO.2.00.1207161051310.25759@casx007>
	<CAMOxC8sf1qJiOom5PM09hpJ7uT8v9Pz7=9cuo_tjpXMUcR0Syg@mail.gmail.com>
Message-ID: <alpine.LRH.2.02.1207211629111.18058@calx061.ast.cam.ac.uk>


OK, I will aim to use compatible RT API libraries. I can host more than 
one version on the remote client if required.

It would be useful to be able to determine the version of RT running on 
the client and server via the API. I can use REST to determine the
version of the RT on the remote version:

e.g. http://..../REST/1.0 returns

RT/3.8.HEAD 401 Credentials required

Is there a way to access/report the RT version library verion from
within Perl. In Python I would use something like:

print 'matplotlib.__version__: ', matplotlib.__version__

thanks

On Thu, 19 Jul 2012, Ruslan Zakirov wrote:

> Date: Thu, 19 Jul 2012 22:19:51 +0300
> From: Ruslan Zakirov <ruslan.zakirov at gmail.com>
> To: Richard McMahon <rgm at ast.cam.ac.uk>
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT config files different instances
> 
> Hi,
>
> Sorry for delay. Didn't know how to describe situation.
>
> 1) Don't use REST for anything except creating and replying to
> tickets. REST needs complete rewrite.
>
> 2) Anything that does reporting via higher level than perl API will
> suffer performance issues at some point.
>
> 3) You can write a perl program that talks to one set of RT libraries
> at a moment.
>
> 4) You can write a program that can work with 3.8 API and 4.0 API.
>
> 5) Never use RT libraries that don't match DB.
>
> On Mon, Jul 16, 2012 at 12:57 PM, Richard McMahon <rgm at ast.cam.ac.uk> wrote:
>>
>> OK, my current two RT instances are 3.8(production) and
>> 4.05 (Development). The 3.8 system will move to 4.06 soon.
>>
>> Use of REST is a possibility but would be mission creep at
>> the moment.
>>
>> To avoid problems it would be useful to be able to get the RT version
>> numbers programmatically for:
>>
>> (i)  local RT API libraries
>>
>> (ii) remote host [this could use REST] if the local API does not
>> support it.
>>
>> r.
>
>

-------------------------------------------------------------------
  Dr. Richard G. McMahon    | Phone (office)     44-(0)-1223-337519
  University of Cambridge   |       (switchboard)       1223-337548
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-------------------------------------------------------------------


From al.scotto at reply.it  Sat Jul 21 14:11:41 2012
From: al.scotto at reply.it (Scotto Alberto)
Date: Sat, 21 Jul 2012 18:11:41 +0000
Subject: [rt-users] How to efficiently filter tickets with LimitXXX methods
 of RT::Tickets?
Message-ID: <C8B8517ADA90DB40A482797D59EB83895FAD3AF4@CED01MBXS08.replynet.prv>

Hi all,

I'm customizing the script http://requesttracker.wikia.com/wiki/RtUnifiedreminder to send a daily report about SLA, with the overdue tickets.
I have a series of nested loops, the main is "for each QueueAdminCC send the report to him/her".
In order to find the overdue tickets that are up to him/her, I'm using RT::Tickets methods: LimitStatus, LimitDue, LimitQueue.

Here is the question.
Is there a way to ?cache? some parts of filtering so that I don?t have to start filtering from the ground but use the results previously computed?
If APIs don't give anything specific, I think the only way is cloning the object RT::Tickets after applying the general filters?
In the latter case, would you please give me some hints? Sorry for the dumb question, I'm quite n00b with Perl.

Thank you all!




Alberto Scotto

[Blue]
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.scotto at reply.it
www.reply.it


________________________________

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The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.
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From hesan.y at sussexstudent.com  Sun Jul 22 08:47:38 2012
From: hesan.y at sussexstudent.com (Hesan Yousif)
Date: Sun, 22 Jul 2012 13:47:38 +0100
Subject: [rt-users] RT4.0.6. not receiving any emails or routing them via
	rt-mailgate
Message-ID: <CALQRYQG52G40Lv4W-r3mUxKeXmjVBTW4vyi9jGtkSGLNBb0n_w@mail.gmail.com>

Hi all,

I'm having problems getting my RT config to work properly since I upgraded
to 4.0.6. (from 3.8.x).

I have successfully upgraded all of the core files and the database and the
webserver is working correctly -all are correct and present.

RT successfully sends emails out, but for some reason the rt-mailgate has
stopped working and any email being sent into the server (any of my
existing queues) produces this error:

Technical details of temporary failure:
The recipient server did not accept our requests to connect. Learn more at
http://support.google.com/mail/bin/answer.py?answer=7720
[(21) mail.x <http://mail.ussusupport.co.uk/>xx.xx.xx. [13x.xxx.xx.xx]:25:
Connection timed out]

My logs don't seem to track anything coming in, (syslog of RT, apache etc).
Trying to send a queue in from the command line  of the RT server produces
this result:

*cat /usr/bin/test | /opt/rt4/bin/rt-mailgate --debug --queue
rt-su-activities --url http://xxx.xxx/rt*
*
*
*/opt/rt4/bin/rt-mailgate: temp file is '/tmp/WOZb2ZyjA1/8ulux8kHGM'*
*/opt/rt4/bin/rt-mailgate: connecting to
http://xxx.xxx/rt/REST/1.0/NoAuth/mail-gateway*
*not ok - Could not load a valid user*
*/opt/rt4/bin/rt-mailgate: no message passed on STDIN*

All was well before the upgrade, but I'm stumped after spending a
considerable amount of time looking at rt-mailgate and NoAuth in apache.

Thanks for taking a look!

Hesan
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From olejon at live.com  Mon Jul 23 03:36:27 2012
From: olejon at live.com (=?utf-8?B?T2xlIEpvbiBCasO4cmt1bQ==?=)
Date: Mon, 23 Jul 2012 09:36:27 +0200
Subject: [rt-users] Charset for logs
In-Reply-To: <20120720151745.GL980@jibsheet.com>
References: <BAY148-W53A1184FA70B7E23A3A24EAED80@phx.gbl>,
	<20120720151745.GL980@jibsheet.com>
Message-ID: <BAY148-W2334701FA74C308E585C72AEDD0@phx.gbl>


RT is installed from the Ubuntu repository, and the installation seems to log to /var/log/syslog and /var/log/apache2/error.log. However, I just discovered that it is only the Apache log that has charset problems. The syslog shows all characters correctly. Also, the Apache log logs in GMT while the syslog logs in the correct timezone, but I guess that is how it's supposed to be.
I'm not quite sure what you mean by raw subject line.
This is what shows up in Outlooks internet headers: Alle nye og ?pne sakerThis is how the subject line looks in Outlook: Alle nye og ?pne saker jeg eier
The question mark should be the character "?", so the word should be "?pne"
The message body uses the correct charset (I can see that UTF-8 is specified in the HTML).
Thanks

> Date: Fri, 20 Jul 2012 08:17:45 -0700
> From: falcone at bestpractical.com
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Charset for logs
> 
> On Fri, Jul 20, 2012 at 09:24:22AM +0200, Ole Jon Bj?rkum wrote:
> >    Ever since we started to use RT (before 3.8.7, now 4.0.4), it doesn't seem to use the correct
> >    charset for logging. All norwegian characters (aeo/aa) becomes: **. I can see this because we
> >    have scrips that contain norwegian characters, and every time a scrip is launched, it is
> >    logged to the Apache log. 
> 
> How are you logging, Syslog, Screen, File? RT has several different ways
> to log and it's impossible to test without knowing.
> 
> >    Today I also noticed that if I subscribe to a dashboard with
> >    norwegian characters in its name, the subject of the email sent out also have this problem (**
> >    instead of ae, o/ or aa). The email body however, has the correct charset. There is no charset
> >    problems in the web UI. How can this be fixed?
> 
> Please provide a raw Subject: line so we can see what's going on.
 		 	   		  
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From olejon at live.com  Mon Jul 23 03:36:58 2012
From: olejon at live.com (=?iso-8859-1?B?T2xlIEpvbiBCavhya3Vt?=)
Date: Mon, 23 Jul 2012 09:36:58 +0200
Subject: [rt-users] Reset all users' RT at a glance
In-Reply-To: <20120720142508.GG980@jibsheet.com>
References: <BAY148-W55356A9512002680924FB5AED40@phx.gbl>,
	<20120720142508.GG980@jibsheet.com>
Message-ID: <BAY148-W504173B6C744CFA7AD6054AEDD0@phx.gbl>


Ok, thanks!

> Date: Fri, 20 Jul 2012 07:25:08 -0700
> From: falcone at bestpractical.com
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Reset all users' RT at a glance
> 
> On Mon, Jul 16, 2012 at 10:06:22AM +0200, Ole Jon Bj?rkum wrote:
> >    I have configured RT at a glance globally, and want to reset all users' RT at a glance so that
> >    they get the global version. Is it possible? Now seems like each user have to do it.
> 
> Right now the only way is clearing the Pref-HomepageSettings
> Attributes in the database.  Obviously, make sure your backups are
> good before messing with the DB manually and be sure you don't blow
> away the global HomepageSettings Attribute.
> 
> -kevin
 		 	   		  
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From Avenger1 at atlas.sk  Mon Jul 23 03:59:08 2012
From: Avenger1 at atlas.sk (Miroslav Horvath)
Date: Mon, 23 Jul 2012 00:59:08 -0700 (PDT)
Subject: [rt-users] RT 3.8.4. How to switch SenderName from RealName to
 QueueName
Message-ID: <34198008.post@talk.nabble.com>


Hello

With RT 3.8.4 we want to setup the SenderName within emails that there will
be only QueueName.

Within config, $UseFriendlyFromLine is set to 1.

When users send an email to RT, then they receive auto-reply email, where
the FROM is: "QueueName via RT"

But when someone replies from ticket, or resolves the ticket, there is his
name,  Real Name via RT . 

We need to have in all cases  QueueName via RT , instead of  Real Name via
RT. 

What needs to be setup that Real Names will not be mentioned in FROM emails,
and only QueueName 

Thanks, Miroslav
-- 
View this message in context: http://old.nabble.com/RT-3.8.4.-How-to-switch-SenderName-from-RealName-to-QueueName-tp34198008p34198008.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From dteklavya at gmail.com  Mon Jul 23 05:30:13 2012
From: dteklavya at gmail.com (Rajesh Kumar)
Date: Mon, 23 Jul 2012 15:00:13 +0530
Subject: [rt-users] Ticket level permissions
In-Reply-To: <20120720151503.GK980@jibsheet.com>
References: <50090C75.6080501@gmail.com> <20120720151503.GK980@jibsheet.com>
Message-ID: <500D19A5.9040107@gmail.com>

On Friday 20 July 2012 08:45 PM, Kevin Falcone wrote:
> On Fri, Jul 20, 2012 at 01:14:53PM +0530, Rajesh Kumar wrote:
>>     Hi All,
>>
>>     I'm new to RT and trying to make it work in following manner -
>>
>>     1. There should be only one queue called 'Support'. This is because we have too many clients
>>     and is a management call...
>>
>>     2. Multiple clients using same queue to create tickets.
>>
>>     3. No client should be able to access another client's tickets. Example - Client A should not
>>     be able to access client B's tickets.
>>
>>     And this is what I've done so far -
>>
>>     1. Add a custom field 'Client' at user level.
>>
>>     2. Create a group for each 'Client' and add all users belonging to the client to their
>>     respective group.
>>
>>     3. OnCreate scrip to add the group as 'Cc' to the ticket and grant 'ShowTicket' to the 'Cc'
>>     role.
>>
>>     This results in -
>>
>>     1. User belonging to group A cannot see tickets raised by any user of group B on the 'Open
>>     tickets' page. So the segregation works here.
>>
>>     2. But if a user of group A searches for a ticket (by ticket number) he gets to see all the
>>     ticket details hence defeating restriction we needed in place.
> You've granted ShowTicket too widely, check your ACL configurations.
> Especially for Everyone and Unprivileged groups.
>
> -kevin
>

Thanks for your response. I've double checked and there are no rights 
granted to Everyone and Unprivileged groups. The user defined groups 
only have CreateTicket and SeeQueue rights. I'm using version 4.0.5. 
Please let me know if there is something else I'm missing. Thanks.

Regards,
Rajesh


From AlexYoung at HousingPartners.co.uk  Mon Jul 23 05:46:23 2012
From: AlexYoung at HousingPartners.co.uk (Alex Young)
Date: Mon, 23 Jul 2012 10:46:23 +0100
Subject: [rt-users] RT Squish/JS.pm error in RT 4.0.5
In-Reply-To: <930F3731A784414087B33E439A5556342CC36C@s-wor-e-001.SCOUTSOFFICE.local>
References: <930F3731A784414087B33E439A5556342CC2D3@s-wor-e-001.SCOUTSOFFICE.local><5004650C.4080002@bestpractical.com>
	<930F3731A784414087B33E439A5556342CC36C@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <930F3731A784414087B33E439A5556342CCB19@s-wor-e-001.SCOUTSOFFICE.local>

Anyone have any further thoughts on this?

Thanks.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Young
Sent: 17 July 2012 11:06
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT Squish/JS.pm error in RT 4.0.5

/opt/rt4/etc/apache2-modperl2.conf



               AddDefaultCharset UTF-8

               <Location /rt>
                   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>



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: 16 July 2012 20:02
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT Squish/JS.pm error in RT 4.0.5

On 07/16/2012 09:30 AM, Alex Young wrote:
> Users keep receiving an error randomly while using RT 4.0.5:
> 
> Bad file descriptor saving STDOUT at
> /opt/rt4/sbin/../lib/RT/Squish/JS.pm line 113
> 
> Anyone else seeing this error or know how to fix it?

Can you send us your apache config for RT?

From AlexYoung at HousingPartners.co.uk  Mon Jul 23 05:56:59 2012
From: AlexYoung at HousingPartners.co.uk (Alex Young)
Date: Mon, 23 Jul 2012 10:56:59 +0100
Subject: [rt-users] Adding additional WHOIS searches to RT - Nominet
In-Reply-To: <CAMOxC8sh09LCWT4TDu=GhvTCKDmDD_6UAQD67bhXj+NCpMTvxQ@mail.gmail.com>
References: <930F3731A784414087B33E439A55563415F0B7@s-wor-e-001.SCOUTSOFFICE.local>
	<CAMOxC8sh09LCWT4TDu=GhvTCKDmDD_6UAQD67bhXj+NCpMTvxQ@mail.gmail.com>
Message-ID: <930F3731A784414087B33E439A5556342CCB23@s-wor-e-001.SCOUTSOFFICE.local>

My RT_SiteConfig.pm:

Set($whois, {
    6 => {
Host=> "whois.nic.uk",
FriendlyName => "Nominet",
},
1 => {
Host=> "whois.iana.org",
FriendlyName => "IANA",
},
5 => {
Host=> "whois.ripe.net",
FriendlyName => "RIPE",
},
2 => {
Host=> "whois.internic.net",
FriendlyName => "INTERNIC",
},
3 => {
Host=> "whois.arin.net",
FriendlyName => "ARIN",
},
} );

The system configuration page is showing the above items under site config.

It is also showing as RTIR Core config, but without my additional whois server.



-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: 25 June 2012 23:13
To: Alex Young
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Adding additional WHOIS searches to RT - Nominet

On Mon, Jun 25, 2012 at 8:35 PM, Alex Young <AlexYoung at housingpartners.co.uk> wrote:
> Is it possible to add additional WHOIS server providers into RT/RTIR?
>
> None of the included ones will resolve .uk domains, and as most of our 
> domains we deal with are .uk it's not ?hugely useful.
>
> Nominet is the ccTLD for .uk domains and they run a normal whois 
> service on port 43. Tried just adding new address and details within 
> the RTIR config, but it doesn't seem to work.
>
> Any ideas how to get this working with their WHOIS server?

It should work just fine with regular whois servers. How does config look like? Have you checked system configuration page make sure config changes are active?

> Thanks,
> Alex



--
Best regards, Ruslan.

From lists at mhcsoftware.de  Mon Jul 23 13:16:53 2012
From: lists at mhcsoftware.de (Matthias Henze)
Date: Mon, 23 Jul 2012 19:16:53 +0200
Subject: [rt-users] mailgate status 75
Message-ID: <500D8705.6000801@mhcsoftware.de>

Hi,

I use fetchmail with mailgate as MDA. With some mails I get: MDA
returned non zero status 75.

How can I fix this?

TIA
Matthias


-- 

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voice: +49-(0)9533-92006-0
fax: +49-(0)9533-92006-6
e-mail: info at mhcsoftware.de

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Gesch?ftsf?hrer: Matthias Henze





From mike.coakley at gmail.com  Mon Jul 23 15:18:31 2012
From: mike.coakley at gmail.com (Mike Coakley)
Date: Mon, 23 Jul 2012 15:18:31 -0400
Subject: [rt-users] Error in RT after a rebuild
Message-ID: <2848800381229152454@unknownmsgid>

Several months ago we had an issue in which the host running our RT
instance got corrupt. I was able to restore the majority of our data
with two exceptions: the ObjectCustomFieldValues table and the
CustomFieldValues table. Bringing the CustomFieldValues table back to
normal was easy. The ObjectCustomFieldValues table has not been so
easy.

A little more information... During the recovery I also took the
opportunity to upgrade from 3.6.7 to 4.0.5. I still have the 3.6.7
database that was fully restored and repaired prior to the upgrade.

Once I upgraded to 4.0.5 I ran rt-validator. It fixed a ton of stuff
(as expected).

My plan to fix the missing ObjectCustomFieldValues was to run some SQL
to first find the missing records, then lookup the transactions for
the custom field and pull the last edit value and insert a new value
into the table. But I can now see I'm missing about 28K transactions
with links to the table.

I'm also getting the following error on the ticket display page with
any ticket that has transactions in which the ObjectCustomFieldValues
table is missing data:


Can't call method "new" on an undefined value at
/opt/rt4/sbin/../lib/RT/ObjectCustomFieldValue.pm line 304

Any ideas on how I can proceed?

Mike
Sent from my iPhone


From hesan.y at sussexstudent.com  Mon Jul 23 15:24:41 2012
From: hesan.y at sussexstudent.com (Hesan Yousif)
Date: Mon, 23 Jul 2012 20:24:41 +0100
Subject: [rt-users] RT4.0.6. not receiving any emails or routing them via
	rt-mailgate
Message-ID: <CALQRYQEAER8=K37GweE4hKzbY5HZ2DzApZmTKa-=e09bTVfwkw@mail.gmail.com>

Anyone able to assist this at all?

-- 

Hesan Yousif
IT & Web Manager
University of Sussex Students' Union

T: 01273 877356
M: 07738 995 035
E: H.D.Yousif at sussex.ac.uk
W: www.sussexstudent.com - www.twitter.com/ussu -
www.facebook.com/thestudentsunion

We?d like to hear what you?ve got to say about the Students? Union, send us
your comments, suggestions and questions - www.sussexstudent.com/feedback
[image: We're an award-winning Students' Union - Gold Green Impact, Best
Bar None Gold & Bronze, SUEI Bronze, Investing in Volunteers, NUS
Innovative Student Engagement, Investors in People]

University of Sussex Students' Union - Company No. 07695765. Charity No.
1147242
University of Sussex Students' Union Trading Ltd - Company No. 02146582
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From gsieb at efashionsolutions.com  Mon Jul 23 15:38:00 2012
From: gsieb at efashionsolutions.com (Glenn E. Sieb)
Date: Mon, 23 Jul 2012 15:38:00 -0400
Subject: [rt-users] RT4.0.6. not receiving any emails or routing them
 via rt-mailgate
In-Reply-To: <CALQRYQEAER8=K37GweE4hKzbY5HZ2DzApZmTKa-=e09bTVfwkw@mail.gmail.com>
References: <CALQRYQEAER8=K37GweE4hKzbY5HZ2DzApZmTKa-=e09bTVfwkw@mail.gmail.com>
Message-ID: <500DA818.5020303@efashionsolutions.com>

On 07/23/2012 03:24 PM, Hesan Yousif wrote:
> Anyone able to assist this at all?
>

Can we see your (sanitized) RT_SiteConfig.pm? How about the relevant 
/etc/aliases entries?

Best,
--Glenn

-- 
Glenn E. Sieb
System Administrator
+1 201 809-4958

eFashionSolutions
80 Enterprise Avenue South
Secaucus, NJ 07094



From hesan.y at sussexstudent.com  Mon Jul 23 15:47:32 2012
From: hesan.y at sussexstudent.com (Hesan Yousif)
Date: Mon, 23 Jul 2012 20:47:32 +0100
Subject: [rt-users] RT4.0.6. not receiving any emails or routing them via
	rt-mailgate
In-Reply-To: <CALQRYQFSjuzUHGzLnLa4MPdVBFc3baKnSbugRAgsPoW49Yu6xw@mail.gmail.com>
References: <CALQRYQEAER8=K37GweE4hKzbY5HZ2DzApZmTKa-=e09bTVfwkw@mail.gmail.com>
	<500DA818.5020303@efashionsolutions.com>
	<CALQRYQFSjuzUHGzLnLa4MPdVBFc3baKnSbugRAgsPoW49Yu6xw@mail.gmail.com>
Message-ID: <CALQRYQEJ8MunZ+oDMt4_sTs66og=gi01crPCr5uELyneWXB4YA@mail.gmail.com>

Hi Glenn,

Thanks for getting back to me on this question. Of course, they are as
follows:

RT_SiteConfig.pm
-------------------------
# This file was generated by running "update-rt-siteconfig-4".
#
# While local modifications will not be overwritten without permission,
# it is recommended the they are instead placed in
# /etc/request-tracker4/RT_SiteConfig.d
#
# Note that modifications to the RT_SiteConfig.d directory won't
# take effect until the update command mentioned above is run again.

# start /etc/request-tracker4/RT_SiteConfig.d/40-timezone
# dynamically find out the current timezone
my $zone = "UTC";
$zone=`/bin/cat /etc/timezone`
    if -f "/etc/timezone";
chomp $zone;
Set($Timezone, $zone);
# end   /etc/request-tracker4/RT_SiteConfig.d/40-timezone
# start /etc/request-tracker4/RT_SiteConfig.d/50-debconf
# THE BASICS:

Set($rtname, 'rt.rtsu');
Set($Organization, 'rtsu');

Set($CorrespondAddress , 'rt at rtsu');
Set($CommentAddress , 'rt-comment at rtsu');
Set($MaxAttachmentSize , 10000000);
Set($FriendlyFromLineFormat, "\"%s\" <%s>");

# THE WEBSERVER:

Set($WebPath , "/rt");
Set($WebBaseURL , "http://rtsu");

# end   /etc/request-tracker4/RT_SiteConfig.d/50-debconf
# start /etc/request-tracker4/RT_SiteConfig.d/51-dbconfig-common
# THE DATABASE:
# generated by dbconfig-common

# map from dbconfig-common database types to their names as known by RT
my %typemap = (
    mysql   => 'mysql',
    );

Set($DatabaseType, $typemap{sqlite3} || "UNKNOWN");

Set($DatabaseHost, 'localhost');
Set($DatabasePort, '');

Set($DatabaseUser , '');
Set($DatabasePassword , '');

# SQLite needs a special case, since $DatabaseName must be a full pathname
my $dbc_dbname = 'rtdb'; if ( "sqlite3" eq "sqlite3" ) { Set
($DatabaseName, '/var/lib/dbconfig-common/sqlite3/request-tracker4' . '/' .
$dbc_dbname); } els$
# end   /etc/request-tracker4/RT_SiteConfig.d/51-dbconfig-common
1;

etc/aliases
---------------
# See man 5 aliases for format
postmaster:    root

rt-su-activities: "|/usr/bin/rt-mailgate --queue rt-su-activities --action
correspond --url http://rtsu/rt"
rt-su-activities-comment: "|/usr/bin/rt-mailgate --queue rt-su-activities
--action comment --url http://rtsu/rt"

rt-su-advice-centre: "|/usr/bin/rt-mailgate --queue rt-su-advice-centre
--action correspond --url http://rtsu/rt"
rt-su-advice-centre-comment: "|/usr/bin/rt-mailgate --queue
rt-su-advice-centre --action comment --url http://rtsu/rt"

rt-su-badger: "|/usr/bin/rt-mailgate --queue rt-su-badger --action
correspond --url http://rtsu/rt"
rt-su-badger-comment: "|/usr/bin/rt-mailgate --queue rt-su-badger --action
comment --url http://rtsu/rt"

rt-su-eastslope-bar: "|/usr/bin/rt-mailgate --queue rt-su-eastslope-bar
--action correspond --url http://rtsu/rt"
rt-su-eastslope-bar-comment: "|/usr/bin/rt-mailgate --queue
rt-su-eastslope-bar --action comment --url http://rtsu/rt"

rt-su-elected-officers: "|/usr/bin/rt-mailgate --queue
rt-su-elected-officers --action correspond --url http://rtsu/rt"
rt-su-elected-officers-comment: "|/usr/bin/rt-mailgate --queue
rt-su-elected-officers --action comment --url http://rtsu/rt"

rt-su-falmer-bar: "|/usr/bin/rt-mailgate --queue rt-su-falmer-bar --action
correspond --url http://rtsu/rt"
rt-su-falmer-bar-comment: "|/usr/bin/rt-mailgate --queue rt-su-falmer-bar
--action comment --url http://rtsu/rt"

rt-su-falmer-shop: "|/usr/bin/rt-mailgate --queue rt-su-falmer-shop
--action correspond --url http://rtsu/rt"
rt-su-falmer-shop-comment: "|/usr/bin/rt-mailgate --queue rt-su-falmer-shop
--action comment --url http://rtsu/rt"

rt-su-finance: "|/usr/bin/rt-mailgate --queue rt-su-finance --action
correspond --url http://rtsu/rt"
rt-su-finance-comment: "|/usr/bin/rt-mailgate --queue rt-su-finance
--action comment --url http://rtsu/rt"

rt-su-marketing: "|/usr/bin/rt-mailgate --queue rt-su-marketing --action
correspond --url http://rtsu/rt"
rt-su-marketing-comment: "|/usr/bin/rt-mailgate --queue rt-su-marketing
--action comment --url http://rtsu/rt"

rt-su-office-manager: "|/usr/bin/rt-mailgate --queue rt-su-office-manager
--action correspond --url http://rtsu/rt"
rt-su-office-manager-comment: "|/usr/bin/rt-mailgate --queue
rt-su-office-manager --action comment --url http://rtsu/rt"

rt-su-pulse: "|/usr/bin/rt-mailgate --queue rt-su-pulse --action correspond
--url http://rtsu/rt"
rt-su-pulse-comment: "|/usr/bin/rt-mailgate --queue rt-su-pulse --action
comment --url http://rtsu/rt"

rt-su-senior-managers: "|/usr/bin/rt-mailgate --queue rt-su-senior-managers
--action correspond --url http://rtsu/rt"
rt-su-senior-managers-comment: "|/usr/bin/rt-mailgate --queue
rt-su-senior-managers --action comment --url http://rtsu/rt"

rt-su-union-computers: "|/usr/bin/rt-mailgate --queue rt-su-union-computers
--action correspond --url http://rtsu/rt"
rt-su-union-computers-comment: "|/usr/bin/rt-mailgate --queue
rt-su-union-computers --action comment --url http://rtsu/rt"

rt-su-web: "|/usr/bin/rt-mailgate --queue rt-su-web --action correspond
--url http://rtsu/rt"
rt-su-web-comment: "|/usr/bin/rt-mailgate --queue rt-su-web --action
comment --url http://rtsu/rt"

rt-su-yorkstore-shop: "|/usr/bin/rt-mailgate --queue rt-su-yorkstore-shop
--action correspond --url http://rtsu/rt"
rt-su-yorkstore-shop-comment: "|/usr/bin/rt-mailgate --queue
rt-su-yorkstore-shop --action comment --url http://rtsu/rt"

rt-su-laptops: "|/usr/bin/rt-mailgate --queue rt-su-laptops --action
correspond --url http://rtsu/rt"
rt-su-laptops-comment: "|/usr/bin/rt-mailgate --queue rt-su-laptops
--action comment --url http://rtsu/rt"

rt-su-boxoffice: "|/usr/bin/rt-mailgate --queue rt-su-boxoffice --action
correspond --url http://rtsu/rt"
rt-su-boxoffice-comment: "|/usr/bin/rt-mailgate --queue rt-su-boxoffice
--action comment --url http://rtsu/rt"

rt-su-lettings: "|/usr/bin/rt-mailgate --queue rt-su-lettings --action
correspond --url http://rtsu/rt"
rt-su-lettings-comment: "|/usr/bin/rt-mailgate --queue rt-su-lettings
--action comment --url http://rtsu/rt"

I've got a feeling that the database settings doesn't look right in
RT_SiteConfig.pm -but if the database was incorrect, surely my web
front-end wouldn't function -but it does!

Thanks for the input.

Hesan

On 23 July 2012 20:38, Glenn E. Sieb <gsieb at efashionsolutions.com> wrote:

> On 07/23/2012 03:24 PM, Hesan Yousif wrote:
>
>> Anyone able to assist this at all?
>>
>>
> Can we see your (sanitized) RT_SiteConfig.pm? How about the relevant
> /etc/aliases entries?
>
> Best,
> --Glenn
>
> --
> Glenn E. Sieb
> System Administrator
> +1 201 809-4958
>
> eFashionSolutions
> 80 Enterprise Avenue South
> Secaucus, NJ 07094
>
>


-- 

Hesan Yousif
IT & Web Manager
University of Sussex Students' Union

T: 01273 877356
M: 07738 995 035
E: H.D.Yousif at sussex.ac.uk
W: www.sussexstudent.com - www.twitter.com/ussu -
www.facebook.com/thestudentsunion

We?d like to hear what you?ve got to say about the Students? Union, send us
your comments, suggestions and questions - www.sussexstudent.com/feedback


University of Sussex Students' Union - Company No. 07695765. Charity No.
1147242
University of Sussex Students' Union Trading Ltd - Company No. 02146582




-- 

Hesan Yousif
IT & Web Manager
University of Sussex Students' Union

T: 01273 877356
M: 07738 995 035
E: H.D.Yousif at sussex.ac.uk
W: www.sussexstudent.com - www.twitter.com/ussu -
www.facebook.com/thestudentsunion

We?d like to hear what you?ve got to say about the Students? Union, send us
your comments, suggestions and questions - www.sussexstudent.com/feedback
[image: We're an award-winning Students' Union - Gold Green Impact, Best
Bar None Gold & Bronze, SUEI Bronze, Investing in Volunteers, NUS
Innovative Student Engagement, Investors in People]

University of Sussex Students' Union - Company No. 07695765. Charity No.
1147242
University of Sussex Students' Union Trading Ltd - Company No. 02146582
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From trs at bestpractical.com  Mon Jul 23 19:34:49 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 23 Jul 2012 16:34:49 -0700
Subject: [rt-users] RT Squish/JS.pm error in RT 4.0.5
In-Reply-To: <930F3731A784414087B33E439A5556342CCB19@s-wor-e-001.SCOUTSOFFICE.local>
References: <930F3731A784414087B33E439A5556342CC2D3@s-wor-e-001.SCOUTSOFFICE.local><5004650C.4080002@bestpractical.com>
	<930F3731A784414087B33E439A5556342CC36C@s-wor-e-001.SCOUTSOFFICE.local>
	<930F3731A784414087B33E439A5556342CCB19@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <500DDF99.9000504@bestpractical.com>

On 07/23/2012 02:46 AM, Alex Young wrote:
> Anyone have any further thoughts on this?

Are you running with or without the security patches?


From trs at bestpractical.com  Mon Jul 23 19:39:11 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 23 Jul 2012 16:39:11 -0700
Subject: [rt-users] RT4.0.6. not receiving any emails or routing them
 via rt-mailgate
In-Reply-To: <CALQRYQG52G40Lv4W-r3mUxKeXmjVBTW4vyi9jGtkSGLNBb0n_w@mail.gmail.com>
References: <CALQRYQG52G40Lv4W-r3mUxKeXmjVBTW4vyi9jGtkSGLNBb0n_w@mail.gmail.com>
Message-ID: <500DE09F.1060406@bestpractical.com>

On 07/22/2012 05:47 AM, Hesan Yousif wrote:
> Technical details of temporary failure:
> The recipient server did not accept our requests to connect. Learn more
> at http://support.google.com/mail/bin/answer.py?answer=7720
> [(21) mail.xxx.xx.xx.
> [13x.xxx.xx.xx]:25: Connection timed out]

Your error is right there: "Connection timed out".  Google's mail
servers couldn't connect to your MX on port 25.  That's not an RT problem.

> My logs don't seem to track anything coming in, (syslog of RT, apache
> etc). Trying to send a queue in from the command line  of the RT server
> produces this result:
> 
> cat /usr/bin/test | /opt/rt4/bin/rt-mailgate --debug --queue
> rt-su-activities --url http://xxx.xxx/rt
> /opt/rt4/bin/rt-mailgate: temp file is '/tmp/WOZb2ZyjA1/8ulux8kHGM'
> /opt/rt4/bin/rt-mailgate: connecting to
> http://xxx.xxx/rt/REST/1.0/NoAuth/mail-gateway
> not ok - Could not load a valid user
> /opt/rt4/bin/rt-mailgate: no message passed on STDIN

Er, you're passing a _binary_ (/usr/bin/test) into rt-mailgate.  What do
you expect to happen?

"No message passed on STDIN" is correct... you didn't pass a valid
email, just garbage.


From hesan.y at sussexstudent.com  Tue Jul 24 02:42:51 2012
From: hesan.y at sussexstudent.com (Hesan Yousif)
Date: Tue, 24 Jul 2012 07:42:51 +0100
Subject: [rt-users] RT4.0.6. not receiving any emails or routing them via
	rt-mailgate
In-Reply-To: <CALQRYQGZ9tCFPhyhp9oKANHyr+LGAwxSBkpKVbYL=G1_=Cx1Pw@mail.gmail.com>
References: <CALQRYQG52G40Lv4W-r3mUxKeXmjVBTW4vyi9jGtkSGLNBb0n_w@mail.gmail.com>
	<500DE09F.1060406@bestpractical.com>
	<CALQRYQGZ9tCFPhyhp9oKANHyr+LGAwxSBkpKVbYL=G1_=Cx1Pw@mail.gmail.com>
Message-ID: <CALQRYQHenb-W6foObQE1z8Rw4EDPbHjzcyPW4adQUmwnunfDEg@mail.gmail.com>

On 24 July 2012 00:39, Thomas Sibley <trs at bestpractical.com> wrote:

> On 07/22/2012 05:47 AM, Hesan Yousif wrote:
> > Technical details of temporary failure:
> > The recipient server did not accept our requests to connect. Learn more
> > at http://support.google.com/mail/bin/answer.py?answer=7720
> > [(21) mail.xxx.xx.xx.
> > [13x.xxx.xx.xx]:25: Connection timed out]
>
> Your error is right there: "Connection timed out".  Google's mail
> servers couldn't connect to your MX on port 25.  That's not an RT problem.
>
> > My logs don't seem to track anything coming in, (syslog of RT, apache
> > etc). Trying to send a queue in from the command line  of the RT server
> > produces this result:
> >
> > cat /usr/bin/test | /opt/rt4/bin/rt-mailgate --debug --queue
> > rt-su-activities --url http://xxx.xxx/rt
> > /opt/rt4/bin/rt-mailgate: temp file is '/tmp/WOZb2ZyjA1/8ulux8kHGM'
> > /opt/rt4/bin/rt-mailgate: connecting to
> > http://xxx.xxx/rt/REST/1.0/NoAuth/mail-gateway
> > not ok - Could not load a valid user
> > /opt/rt4/bin/rt-mailgate: no message passed on STDIN
>
> Er, you're passing a _binary_ (/usr/bin/test) into rt-mailgate.  What do
> you expect to happen?
>
> "No message passed on STDIN" is correct... you didn't pass a valid
> email, just garbage.
>

Dude, no need to be harsh! I was trying to set a test into rt-mailgate -if
that was incorrect then apologies. Point is any mail sent into RT is not
being routed into a queue and mail is receiving a timed out mail delivery
failure.

Are you able to assist in a constructive manner please?

Hesan
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From AlexYoung at HousingPartners.co.uk  Tue Jul 24 04:56:31 2012
From: AlexYoung at HousingPartners.co.uk (Alex Young)
Date: Tue, 24 Jul 2012 09:56:31 +0100
Subject: [rt-users] RT Squish/JS.pm error in RT 4.0.5
In-Reply-To: <500DDF99.9000504@bestpractical.com>
References: <930F3731A784414087B33E439A5556342CC2D3@s-wor-e-001.SCOUTSOFFICE.local><5004650C.4080002@bestpractical.com><930F3731A784414087B33E439A5556342CC36C@s-wor-e-001.SCOUTSOFFICE.local><930F3731A784414087B33E439A5556342CCB19@s-wor-e-001.SCOUTSOFFICE.local>
	<500DDF99.9000504@bestpractical.com>
Message-ID: <930F3731A784414087B33E439A555634359D26@s-wor-e-001.SCOUTSOFFICE.local>

I must have missed the security patches, it's just 4.0.5 without any patches.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: 24 July 2012 00:35
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT Squish/JS.pm error in RT 4.0.5

On 07/23/2012 02:46 AM, Alex Young wrote:
> Anyone have any further thoughts on this?

Are you running with or without the security patches?

From backus at nlcom.nl  Tue Jul 24 07:47:19 2012
From: backus at nlcom.nl (Mayk Backus)
Date: Tue, 24 Jul 2012 13:47:19 +0200
Subject: [rt-users] Running rt-server with SSL certificate
Message-ID: <CC3457E7.33E4A%backus@nlcom.nl>

Helle List,

Is there a how-to that explains on how to run rt-server with a ssl
certificate. We have a wildcard cert that we want to use on our RT
installation.

Any tips are greatly appreciated. Thank you in advance,

Regards,

Mayk Backus
Nlcom



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From jzabolotnyi at arces.net  Tue Jul 24 08:16:21 2012
From: jzabolotnyi at arces.net (Jack Zabolotnyi)
Date: Tue, 24 Jul 2012 14:16:21 +0200
Subject: [rt-users] Running rt-server with SSL certificate
In-Reply-To: <CC3457E7.33E4A%backus@nlcom.nl>
References: <CC3457E7.33E4A%backus@nlcom.nl>
Message-ID: <CAJEC3g0qDdZj75LYVPdqx2r897+P5jVThCoKQ6OgtEqsoMYX3Q@mail.gmail.com>

Actually, there is nothing about RT. You have to look how to run web-server
with SSL. For ex. module for apache is mod_ssl.
 RT in this case is simply a backend (like php, perl, python) that
generates you content.

On Tue, Jul 24, 2012 at 1:47 PM, Mayk Backus <backus at nlcom.nl> wrote:

> Helle List,
>
> Is there a how-to that explains on how to run rt-server with a ssl
> certificate. We have a wildcard cert that we want to use on our RT
> installation.
>
> Any tips are greatly appreciated. Thank you in advance,
>
> Regards,
>
> Mayk Backus
> Nlcom
>
>


-- 
Jack Zabolotnyi
Arces Network, LLC

e: jzabolotnyi at arces.net
w: http://www.arces.net

PGP key: 2048R/7F2AB658 2012-07-02
PGP fingerprint: 4C7E 00A8 5210 F3D9 0509  C70E 87C8 666E 7F2A B658
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From backus at nlcom.nl  Tue Jul 24 08:20:00 2012
From: backus at nlcom.nl (Mayk Backus)
Date: Tue, 24 Jul 2012 14:20:00 +0200
Subject: [rt-users] Running rt-server with SSL certificate
In-Reply-To: <CAJEC3g0qDdZj75LYVPdqx2r897+P5jVThCoKQ6OgtEqsoMYX3Q@mail.gmail.com>
Message-ID: <CC345EE4.33E73%backus@nlcom.nl>

Hi,

Thank you for the quick reply.

We start RT with the rt-server command located in the sbin directory of RT.
It's a own kind of daemon of RT that listens on a port.

Thanks again, regards,

Mayk


Van:  Jack Zabolotnyi <jzabolotnyi at arces.net>
Datum:  Tue, 24 Jul 2012 14:16:21 +0200
Aan:  Mayk Backus <backus at nlcom.nl>
CC:  <rt-users at lists.bestpractical.com>
Onderwerp:  Re: [rt-users] Running rt-server with SSL certificate

Actually, there is nothing about RT. You have to look how to run web-server
with SSL. For ex. module for apache is mod_ssl.
 RT in this case is simply a backend (like php, perl, python) that generates
you content.

On Tue, Jul 24, 2012 at 1:47 PM, Mayk Backus <backus at nlcom.nl> wrote:
> Helle List,
> 
> Is there a how-to that explains on how to run rt-server with a ssl
> certificate. We have a wildcard cert that we want to use on our RT
> installation.
> 
> Any tips are greatly appreciated. Thank you in advance,
> 
> Regards,
> 
> Mayk Backus
> Nlcom
> 



-- 
Jack Zabolotnyi
Arces Network, LLC

e: jzabolotnyi at arces.net
w: http://www.arces.net <http://www.arces.net/>

PGP key: 2048R/7F2AB658 2012-07-02
PGP fingerprint: 4C7E 00A8 5210 F3D9 0509  C70E 87C8 666E 7F2A B658



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From tjrc at sanger.ac.uk  Tue Jul 24 08:38:14 2012
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Tue, 24 Jul 2012 13:38:14 +0100
Subject: [rt-users] Running rt-server with SSL certificate
In-Reply-To: <CC345EE4.33E73%backus@nlcom.nl>
References: <CC345EE4.33E73%backus@nlcom.nl>
Message-ID: <BFC072FE-8C4C-45CD-83C5-06329CBCE9C9@sanger.ac.uk>


On 24 Jul 2012, at 13:20, Mayk Backus wrote:

> Hi,
> 
> Thank you for the quick reply. 
> 
> We start RT with the rt-server command located in the sbin directory of RT.  It's a own kind of daemon of RT that listens on a port.

That's only intended for development and experimental use, really.  For production use, you should run RT from a "real" web server.  The documentation that's included in the tar ball describes how to integrate it with Apache.

Regards,

Tim

-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From bjoern.schulz at desy.de  Tue Jul 24 09:11:03 2012
From: bjoern.schulz at desy.de (=?ISO-8859-1?Q?Bj=F6rn_Schulz?=)
Date: Tue, 24 Jul 2012 15:11:03 +0200
Subject: [rt-users] Extension and create Cfs at instalation of it
Message-ID: <500E9EE7.3020105@desy.de>

Hi list,

does any one has a hint for me how I can create Cfs during the
installation of an extension.

Cheers,
  Bj?rn


From ruz at bestpractical.com  Tue Jul 24 09:15:55 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 24 Jul 2012 17:15:55 +0400
Subject: [rt-users] Extension and create Cfs at instalation of it
In-Reply-To: <500E9EE7.3020105@desy.de>
References: <500E9EE7.3020105@desy.de>
Message-ID: <CAMOxC8v9QrzhXb7kJ6NkY4OZUO-ds7J6Er5=T_jkb1xzYbqUiA@mail.gmail.com>

On Tue, Jul 24, 2012 at 5:11 PM, Bj?rn Schulz <bjoern.schulz at desy.de> wrote:
> Hi list,
>
> does any one has a hint for me how I can create Cfs during the
> installation of an extension.
>

with etc/initialdata file. see RTIR's file for an example.


> Cheers,
>   Bj?rn



-- 
Best regards, Ruslan.


From bjoern.schulz at desy.de  Tue Jul 24 09:17:27 2012
From: bjoern.schulz at desy.de (=?UTF-8?B?QmrDtnJuIFNjaHVseg==?=)
Date: Tue, 24 Jul 2012 15:17:27 +0200
Subject: [rt-users] Extension and create Cfs at instalation of it
In-Reply-To: <CAMOxC8v9QrzhXb7kJ6NkY4OZUO-ds7J6Er5=T_jkb1xzYbqUiA@mail.gmail.com>
References: <500E9EE7.3020105@desy.de>
	<CAMOxC8v9QrzhXb7kJ6NkY4OZUO-ds7J6Er5=T_jkb1xzYbqUiA@mail.gmail.com>
Message-ID: <500EA067.8070807@desy.de>

wow quick

thx Ruslan

have a great Day
 Bj?rn

On 24.07.12 15:15, Ruslan Zakirov wrote:
> On Tue, Jul 24, 2012 at 5:11 PM, Bj?rn Schulz <bjoern.schulz at desy.de> wrote:
>> Hi list,
>>
>> does any one has a hint for me how I can create Cfs during the
>> installation of an extension.
>>
> 
> with etc/initialdata file. see RTIR's file for an example.
> 
> 
>> Cheers,
>>   Bj?rn
> 
> 
> 


From hesan.y at sussexstudent.com  Tue Jul 24 03:44:28 2012
From: hesan.y at sussexstudent.com (Hesan D Yousif)
Date: Tue, 24 Jul 2012 08:44:28 +0100
Subject: [rt-users] RT4.0.6. not receiving any emails or routing them
 via rt-mailgate
In-Reply-To: <500DE09F.1060406@bestpractical.com>
References: <CALQRYQG52G40Lv4W-r3mUxKeXmjVBTW4vyi9jGtkSGLNBb0n_w@mail.gmail.com>
	<500DE09F.1060406@bestpractical.com>
Message-ID: <500E525C.9060205@sussexstudent.com>

Thomas,

Just saw your comment above, thanks for the input. Ill look at the MX 
records.

Hesan

On 24/07/2012 00:39, Thomas Sibley wrote:
> On 07/22/2012 05:47 AM, Hesan Yousif wrote:
>> Technical details of temporary failure:
>> The recipient server did not accept our requests to connect. Learn more
>> at http://support.google.com/mail/bin/answer.py?answer=7720
>> [(21) mail.xxx.xx.xx.
>> [13x.xxx.xx.xx]:25: Connection timed out]
> Your error is right there: "Connection timed out".  Google's mail
> servers couldn't connect to your MX on port 25.  That's not an RT problem.
>
>> My logs don't seem to track anything coming in, (syslog of RT, apache
>> etc). Trying to send a queue in from the command line  of the RT server
>> produces this result:
>>
>> cat /usr/bin/test | /opt/rt4/bin/rt-mailgate --debug --queue
>> rt-su-activities --url http://xxx.xxx/rt
>> /opt/rt4/bin/rt-mailgate: temp file is '/tmp/WOZb2ZyjA1/8ulux8kHGM'
>> /opt/rt4/bin/rt-mailgate: connecting to
>> http://xxx.xxx/rt/REST/1.0/NoAuth/mail-gateway
>> not ok - Could not load a valid user
>> /opt/rt4/bin/rt-mailgate: no message passed on STDIN
> Er, you're passing a _binary_ (/usr/bin/test) into rt-mailgate.  What do
> you expect to happen?
>
> "No message passed on STDIN" is correct... you didn't pass a valid
> email, just garbage.

-- 

Hesan Yousif
IT & Web Manager
University of Sussex Students' Union

T: 01273 877356
M: 07738 995 035
E: H.D.Yousif at sussex.ac.uk <mailto:H.D.Yousif at sussex.ac.uk>
W: www.sussexstudent.com <http://www.sussexstudent.com> - 
www.twitter.com/ussu <http://www.twitter.com/ussu> - 
www.facebook.com/thestudentsunion <http://www.facebook.com/thestudentsunion>

We?d like to hear what you?ve got to say about the Students? Union, send 
us your comments, suggestions and questions - 
www.sussexstudent.com/feedback <http://www.sussexstudent.com/feedback>

We're an award-winning Students' Union - Gold Green Impact, Best Bar 
None Gold & Bronze, SUEI Bronze, Investing in Volunteers, NUS Innovative 
Student Engagement, Investors in People

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1147242
University of Sussex Students' Union Trading Ltd - Company No. 02146582

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From adyas at linalis.com  Tue Jul 24 09:57:48 2012
From: adyas at linalis.com (Alex Dyas)
Date: Tue, 24 Jul 2012 06:57:48 -0700 (PDT)
Subject: [rt-users]  Limit Owner dropdown to only privileged users
Message-ID: <34203861.post@talk.nabble.com>


Hello,

RT Version - 4.0.2

The dropdown we see for selecting the owner of a ticket is currently
populated with all the users of the system, including unprivileged users who
have been auto created by emailing the system.

How do I limit the dropdown to only include privileged users?

Alternatively, how do I prevent auto creation of unprivileged users? I don't
really see the point of users being created automatically when people email
in.

Thanks,

Alex
-- 
View this message in context: http://old.nabble.com/Limit-Owner-dropdown-to-only-privileged-users-tp34203861p34203861.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From al.scotto at reply.it  Tue Jul 24 10:13:40 2012
From: al.scotto at reply.it (Scotto Alberto)
Date: Tue, 24 Jul 2012 14:13:40 +0000
Subject: [rt-users] Limit Owner dropdown to only privileged users
In-Reply-To: <34203861.post@talk.nabble.com>
References: <34203861.post@talk.nabble.com>
Message-ID: <C8B8517ADA90DB40A482797D59EB83895FAD480C@CED01MBXS08.replynet.prv>

Take a look at the rights you assigned to the group Everyone
You may have granted the OwnTicket right to Everyone, either at a global level (http://fpt-service.fpt.local/Admin/Global/GroupRights.html) or at a queue level (http://fpt-service.fpt.local/Admin/Queues/GroupRights.html?id=XX)

This morning I bumped into the same problem. But in my case, this problem affected only one queue: OwnTicket was granted to Everyone at queue level.

Hope this helps :)



Alberto Scotto

Blue Reply
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.scotto at reply.it
www.reply.it

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Dyas
Sent: marted? 24 luglio 2012 15:58
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Limit Owner dropdown to only privileged users


Hello,

RT Version - 4.0.2

The dropdown we see for selecting the owner of a ticket is currently populated with all the users of the system, including unprivileged users who have been auto created by emailing the system.

How do I limit the dropdown to only include privileged users?

Alternatively, how do I prevent auto creation of unprivileged users? I don't really see the point of users being created automatically when people email in.

Thanks,

Alex
--
View this message in context: http://old.nabble.com/Limit-Owner-dropdown-to-only-privileged-users-tp34203861p34203861.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


________________________________

--
The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.


From Izz.Abdullah at hibbett.com  Tue Jul 24 10:15:47 2012
From: Izz.Abdullah at hibbett.com (Izz Abdullah)
Date: Tue, 24 Jul 2012 14:15:47 +0000
Subject: [rt-users] Limit Owner dropdown to only privileged users
In-Reply-To: <34203861.post@talk.nabble.com>
References: <34203861.post@talk.nabble.com>
Message-ID: <AD8BDA9D45F5104BB5ACBFEC0EBF80E03B06F55D@HSG-EXCH-002.corp01.hibbett.com>

On the group rights for each queue, ensure you have removed ALL rights for 'Everyone' and 'Unprivileged', then you should have user groups for your helpdesk.  This (These) groups would be assigned permissions to the queue such as 'modify ticket'.

I don't think you would want to prevent the autocreation of users that email in.  They need to be a user to be the requestor of a ticket.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Dyas
Sent: Tuesday, July 24, 2012 8:58 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Limit Owner dropdown to only privileged users


Hello,

RT Version - 4.0.2

The dropdown we see for selecting the owner of a ticket is currently populated with all the users of the system, including unprivileged users who have been auto created by emailing the system.

How do I limit the dropdown to only include privileged users?

Alternatively, how do I prevent auto creation of unprivileged users? I don't really see the point of users being created automatically when people email in.

Thanks,

Alex
--
View this message in context: http://old.nabble.com/Limit-Owner-dropdown-to-only-privileged-users-tp34203861p34203861.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From adyas at linalis.com  Tue Jul 24 11:13:44 2012
From: adyas at linalis.com (Alex Dyas)
Date: Tue, 24 Jul 2012 17:13:44 +0200
Subject: [rt-users] Limit Owner dropdown to only privileged users
In-Reply-To: <C8B8517ADA90DB40A482797D59EB83895FAD480C@CED01MBXS08.replynet.prv>
References: <34203861.post@talk.nabble.com>
	<C8B8517ADA90DB40A482797D59EB83895FAD480C@CED01MBXS08.replynet.prv>
Message-ID: <500EBBA8.4030302@linalis.com>

Scotto, Izz,

Thanks, as you both suggested I have reviewed my group privileges and 
indeed 'Everyone' has OwnTicket checked.

Fixed!  Thanks!

Alex

On 24/07/12 16:13, Scotto Alberto wrote:
> Take a look at the rights you assigned to the group Everyone
> You may have granted the OwnTicket right to Everyone, either at a global level (http://fpt-service.fpt.local/Admin/Global/GroupRights.html) or at a queue level (http://fpt-service.fpt.local/Admin/Queues/GroupRights.html?id=XX)
>
> This morning I bumped into the same problem. But in my case, this problem affected only one queue: OwnTicket was granted to Everyone at queue level.
>
> Hope this helps :)
>
>
>
> Alberto Scotto
>
> Blue Reply
> Via Cardinal Massaia, 83
> 10147 - Torino - ITALY
> phone: +39 011 29100
> al.scotto at reply.it
> www.reply.it
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Dyas
> Sent: marted? 24 luglio 2012 15:58
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Limit Owner dropdown to only privileged users
>
>
> Hello,
>
> RT Version - 4.0.2
>
> The dropdown we see for selecting the owner of a ticket is currently populated with all the users of the system, including unprivileged users who have been auto created by emailing the system.
>
> How do I limit the dropdown to only include privileged users?
>
> Alternatively, how do I prevent auto creation of unprivileged users? I don't really see the point of users being created automatically when people email in.
>
> Thanks,
>
> Alex
> --
> View this message in context: http://old.nabble.com/Limit-Owner-dropdown-to-only-privileged-users-tp34203861p34203861.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> ________________________________
>
> --
> The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.

-- 
Alex Dyas, Manager - Systems Administration
Tel: +41 22 348 30 15
www.linalis.com | twitter.com/linalis | www.linkedin.com/company/linalis

Expert en Services, Formation et Recrutement BI et Applications Web (CMS, CRM)
Partenaires certifies de Pentaho (BI), Jedox (Palo), Acquia (Drupal), SugarCRM et Infobright



From Jens.Danneschewski at yoc.com  Tue Jul 24 11:15:13 2012
From: Jens.Danneschewski at yoc.com (Jens Danneschewski)
Date: Tue, 24 Jul 2012 17:15:13 +0200
Subject: [rt-users] Linking Articles to Tickets fails for other users
Message-ID: <88685B6A9E15F5479FC87FD4EE710CEA40D9CFF3A3@exchange01.yoc.local>

Hi,

when linking an article to a ticket, everything works for the person doing the linking.

If someone else tries to open the ticket he gets the following error message:

Can't call method "Id" on an undefined value at /usr/share/request-tracker4/lib/RT/URI/fsck_com_article.pm line 135.

Things we tried:

- Checking the URI
o This turned out be wrong, as the OrganizationName was incorrect.
o Corrected it
o The URI now looks legit, but still the problem persists

- Debug log
o Nothing turns up in the debug-log

This is it, I can provide more information if someone points me to it...

Best,
JD
 


From beartham at gmail.com  Tue Jul 24 13:45:34 2012
From: beartham at gmail.com (Joseph Thames)
Date: Tue, 24 Jul 2012 13:45:34 -0400
Subject: [rt-users] Installing RT 3.8.12 on Centos 5.5
Message-ID: <CACrX8gFu91WWKNUo=ALKVQapAsVYqCZmx8rGUb4hR1ikaXH6Bg@mail.gmail.com>

Hello,

I'm a Perl-skilled developer, new to RT, installing RT 3.8.12 on a
CentOS 5.5 server. I was able to login to username=root
password=password to bring up the RT-at-a-glance cite from a browser
on the server.

But when I try it from a browser on another client (Kubuntu 9.04) in
my office with the same URL, I don't get a login window, but get he
default (no website) response page from the server.

I'm using the following vhost code in httpd.conf:

<VirtualHost rt.metacalculus.net:80>
   ServerName rt.metacalculus.net
   ServerAdmin admin at rt.metacalculus.net
   DocumentRoot /opt/rt3/share/html
   AddDefaultCharSet UTF-8

   PerlRequire /opt/rt3/bin/webmux.pl
   <Directory /opt/rt3/share/html>
       Order Allow,Deny
       Allow from all
       SetHandler perl-script
       PerlResponseHandler RT::Mason
   </Directory>
</VirtualHost>

When I look at the index.html page in the document root, I get the
"You are almost there " message:

"You haven't yet configured your webserver to run RT. You appear to
have installed RT's web interface correctly, but haven't yet
configured your web server to "run" the RT server which powers the web
interface. The next step is to edit your webserver's configuration
file to instruct it to use RT's mod_perl, FastCGI or SpeedyCGI
handler. If you need commercial support, please contact us at
sales at bestpractical.com."

It seems there must be a problem with the Mason wrapping chain.

Does anybody have a clue as to what is wrong?

Thanks in advance,

beartham

-- 
Joseph 'Bear' Thames
MetaCalculus, LLC and Meta Science Foundation
(505) 977-9024 - Cell Phone
beartham at gmail.com


From trs at bestpractical.com  Tue Jul 24 13:53:55 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 24 Jul 2012 10:53:55 -0700
Subject: [rt-users] Installing RT 3.8.12 on Centos 5.5
In-Reply-To: <CACrX8gFu91WWKNUo=ALKVQapAsVYqCZmx8rGUb4hR1ikaXH6Bg@mail.gmail.com>
References: <CACrX8gFu91WWKNUo=ALKVQapAsVYqCZmx8rGUb4hR1ikaXH6Bg@mail.gmail.com>
Message-ID: <500EE133.2080906@bestpractical.com>

On 07/24/2012 10:45 AM, Joseph Thames wrote:
> I'm a Perl-skilled developer, new to RT, installing RT 3.8.12 on a

You should install 3.8.13 not 3.8.12, since 3.8.13 fixes deployment
bugs.  That said, if you're starting a new install, why are you still on
the 3.8 series and not 4.0.6?

> <VirtualHost rt.metacalculus.net:80>
>    ServerName rt.metacalculus.net
>    ServerAdmin admin at rt.metacalculus.net
>    DocumentRoot /opt/rt3/share/html
>    AddDefaultCharSet UTF-8
> 
>    PerlRequire /opt/rt3/bin/webmux.pl
>    <Directory /opt/rt3/share/html>
>        Order Allow,Deny
>        Allow from all
>        SetHandler perl-script
>        PerlResponseHandler RT::Mason
>    </Directory>
> </VirtualHost>

<Directory /opt/rt3/share/html> should be <Location />


From lists at mhcsoftware.de  Tue Jul 24 13:59:28 2012
From: lists at mhcsoftware.de (Matthias Henze)
Date: Tue, 24 Jul 2012 19:59:28 +0200
Subject: [rt-users] mailgate status 75
In-Reply-To: <500D8705.6000801@mhcsoftware.de>
References: <500D8705.6000801@mhcsoftware.de>
Message-ID: <500EE280.5090602@mhcsoftware.de>

Can some one please help? I'm clueless :(

m 23.07.2012 19:16, schrieb Matthias Henze:
> Hi,
> 
> I use fetchmail with mailgate as MDA. With some mails I get: MDA
> returned non zero status 75.
> 
> How can I fix this?
> 
> TIA
> Matthias
> 
> 



-- 

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 trs at bestpractical.com  Tue Jul 24 14:09:17 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 24 Jul 2012 11:09:17 -0700
Subject: [rt-users] mailgate status 75
In-Reply-To: <500EE280.5090602@mhcsoftware.de>
References: <500D8705.6000801@mhcsoftware.de> <500EE280.5090602@mhcsoftware.de>
Message-ID: <500EE4CD.1030502@bestpractical.com>

On 07/24/2012 10:59 AM, Matthias Henze wrote:
> Can some one please help? I'm clueless :(
> 
> m 23.07.2012 19:16, schrieb Matthias Henze:
>> Hi,
>>
>> I use fetchmail with mailgate as MDA. With some mails I get: MDA
>> returned non zero status 75.
>>
>> How can I fix this?

75 is a temporary failure code that tells the MTA (fetchmail) to retry
delivery.  Look at your RT or fetchmail logs for more info about why
it's temporarily failing.


From lists at mhcsoftware.de  Tue Jul 24 14:34:52 2012
From: lists at mhcsoftware.de (Matthias Henze)
Date: Tue, 24 Jul 2012 20:34:52 +0200
Subject: [rt-users] mailgate status 75
In-Reply-To: <500EE4CD.1030502@bestpractical.com>
References: <500D8705.6000801@mhcsoftware.de> <500EE280.5090602@mhcsoftware.de>
	<500EE4CD.1030502@bestpractical.com>
Message-ID: <500EEACC.2040201@mhcsoftware.de>

Am 24.07.2012 20:09, schrieb Thomas Sibley:
> On 07/24/2012 10:59 AM, Matthias Henze wrote:
>> Can some one please help? I'm clueless :(
>>
>> m 23.07.2012 19:16, schrieb Matthias Henze:
>>> Hi,
>>>
>>> I use fetchmail with mailgate as MDA. With some mails I get: MDA
>>> returned non zero status 75.
>>>
>>> How can I fix this?
> 
> 75 is a temporary failure code that tells the MTA (fetchmail) to retry
> delivery.  Look at your RT or fetchmail logs for more info about why
> it's temporarily failing.

Well ... RT logs nothing. I've set:

Set($LogToFile,      'debug');
Set($LogToFileNamed, 'rt.log');
Set($LogDir,         '/var/log/request-tracker4');

and fetchmail logs (translated from German):

Jul 24 20:19:40 server fetchmail[10027]: 1 messagage for support at
mail.mhc.loc (138771 Bytes).
Jul 24 20:19:40 server fetchmail[10027]: message support at mail.mhc.loc:1
of 1 read (138771 Bytes) (log message incomplete)
Jul 24 20:19:40 server fetchmail[10027]: MDA returned non zero status 75.
Jul 24 20:19:40 server fetchmail[10027]:  not deleted


-- 

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 trs at bestpractical.com  Tue Jul 24 14:39:38 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 24 Jul 2012 11:39:38 -0700
Subject: [rt-users] mailgate status 75
In-Reply-To: <500EEACC.2040201@mhcsoftware.de>
References: <500D8705.6000801@mhcsoftware.de> <500EE280.5090602@mhcsoftware.de>
	<500EE4CD.1030502@bestpractical.com>
	<500EEACC.2040201@mhcsoftware.de>
Message-ID: <500EEBEA.1060106@bestpractical.com>

On 07/24/2012 11:34 AM, Matthias Henze wrote:
> Well ... RT logs nothing. I've set:
> 
> Set($LogToFile,      'debug');
> Set($LogToFileNamed, 'rt.log');
> Set($LogDir,         '/var/log/request-tracker4');

You've restarted RT since then?  That is, you're seeing other debug
messages?  If rt-mailgate gets to RT, then you'll see logs.

If rt-mailgate never gets to RT, then you'll need to bump up fetchmail's
logging.  Try adding --debug to your rt-mailgate invocation.


From lists at mhcsoftware.de  Tue Jul 24 14:59:31 2012
From: lists at mhcsoftware.de (Matthias Henze)
Date: Tue, 24 Jul 2012 20:59:31 +0200
Subject: [rt-users] mailgate status 75
In-Reply-To: <500EEBEA.1060106@bestpractical.com>
References: <500D8705.6000801@mhcsoftware.de> <500EE280.5090602@mhcsoftware.de>
	<500EE4CD.1030502@bestpractical.com>
	<500EEACC.2040201@mhcsoftware.de>
	<500EEBEA.1060106@bestpractical.com>
Message-ID: <500EF093.6040807@mhcsoftware.de>

Am 24.07.2012 20:39, schrieb Thomas Sibley:
> On 07/24/2012 11:34 AM, Matthias Henze wrote:
>> Well ... RT logs nothing. I've set:
>>
>> Set($LogToFile,      'debug');
>> Set($LogToFileNamed, 'rt.log');
>> Set($LogDir,         '/var/log/request-tracker4');
> 
> You've restarted RT since then?  

Restarted apache ... as afaik this is the way to "restart" RT.

> That is, you're seeing other debug
> messages?  If rt-mailgate gets to RT, then you'll see logs.

Sorry, no log output ... even if I use the web interface.

> If rt-mailgate never gets to RT, then you'll need to bump up fetchmail's
> logging.  Try adding --debug to your rt-mailgate invocation.

No new log entries ...

When I tell fetchmail to be verbose I see:

/usr/bin/rt-mailgate: temp file is '/tmp/P1i3k63lRt/bJsSdLS5vw'
/usr/bin/rt-mailgate: connecting to
http://rt.mhc.loc/rt//REST/1.0/NoAuth/mail-gateway
An Error Occurred
=================

500 Internal Server Error

/usr/bin/rt-mailgate: undefined server error


-- 

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 trs at bestpractical.com  Tue Jul 24 16:27:07 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 24 Jul 2012 13:27:07 -0700
Subject: [rt-users] mailgate status 75
In-Reply-To: <500EF093.6040807@mhcsoftware.de>
References: <500D8705.6000801@mhcsoftware.de> <500EE280.5090602@mhcsoftware.de>
	<500EE4CD.1030502@bestpractical.com>
	<500EEACC.2040201@mhcsoftware.de>
	<500EEBEA.1060106@bestpractical.com>
	<500EF093.6040807@mhcsoftware.de>
Message-ID: <500F051B.206@bestpractical.com>

On 07/24/2012 11:59 AM, Matthias Henze wrote:
> When I tell fetchmail to be verbose I see:
> 
> /usr/bin/rt-mailgate: temp file is '/tmp/P1i3k63lRt/bJsSdLS5vw'
> /usr/bin/rt-mailgate: connecting to
> http://rt.mhc.loc/rt//REST/1.0/NoAuth/mail-gateway
> An Error Occurred
> =================
> 
> 500 Internal Server Error
> 
> /usr/bin/rt-mailgate: undefined server error

Look in your apache error logs.


From sandra at hpcrd.lbl.gov  Tue Jul 24 19:57:58 2012
From: sandra at hpcrd.lbl.gov (Sandra Wittenbrock)
Date: Tue, 24 Jul 2012 16:57:58 -0700
Subject: [rt-users] User exists but does not show up under Users in the web
	interface
Message-ID: <500F3686.4080000@hpcrd.lbl.gov>

Hello,

I'm not sure how to modify this user.

The user exists but does not show up under Users in the web interface.

When I login to the database, I can find the user and it says,
"Autocreated when added as a watcher"

How can I modify users who were autocreated?  The list of users says,
"Privileged users"  Is there a way to display unprivileged users.

I could edit the database directly, but I think I recall reading that
could cause some database corruption, and much larger problems.

Thanks,

Sandra


From asanka_gunasekera at yahoo.co.uk  Wed Jul 25 00:47:32 2012
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Wed, 25 Jul 2012 05:47:32 +0100 (BST)
Subject: [rt-users] User exists but does not show up under Users in the
	web interface
In-Reply-To: <500F3686.4080000@hpcrd.lbl.gov>
References: <500F3686.4080000@hpcrd.lbl.gov>
Message-ID: <1343191652.10314.YahooMailNeo@web133206.mail.ir2.yahoo.com>

Hi Sandra, I ran in to something simmiler what I did was under tools > configure > users, I hade to tick  "Include disabled users in search" and selected the user that I what to modify. In the "Modify the user Chamara" "under access control" I had to tick "Let this user access RT" (this would be already selected) "Let this user be granted rights (Privileged)"

Hope this helps

Regards


________________________________
 From: Sandra Wittenbrock <sandra at hpcrd.lbl.gov>
To: rt-users at lists.bestpractical.com 
Sent: Wednesday, 25 July 2012, 5:27
Subject: [rt-users] User exists but does not show up under Users in the web interface
 
Hello,

I'm not sure how to modify this user.

The user exists but does not show up under Users in the web interface.

When I login to the database, I can find the user and it says,
"Autocreated when added as a watcher"

How can I modify users who were autocreated?? The list of users says,
"Privileged users"? Is there a way to display unprivileged users.

I could edit the database directly, but I think I recall reading that
could cause some database corruption, and much larger problems.

Thanks,

Sandra
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From asanka_gunasekera at yahoo.co.uk  Wed Jul 25 01:08:59 2012
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Wed, 25 Jul 2012 06:08:59 +0100 (BST)
Subject: [rt-users] Installing RT 3.8.12 on Centos 5.5
In-Reply-To: <CACrX8gFu91WWKNUo=ALKVQapAsVYqCZmx8rGUb4hR1ikaXH6Bg@mail.gmail.com>
References: <CACrX8gFu91WWKNUo=ALKVQapAsVYqCZmx8rGUb4hR1ikaXH6Bg@mail.gmail.com>
Message-ID: <1343192939.59784.YahooMailNeo@web133204.mail.ir2.yahoo.com>

Hi Below is a section of my RT since I had something similar

?????? DocumentRoot /usr/local/rt-ora/share/html

??????? <Location />
??????????? Order allow,deny
??????????? Allow from all

??????????? SetHandler perl-script
??????????? PerlResponseHandler Plack::Handler::Apache2
??????????? PerlSetVar psgi_app /usr/local/rt-ora/sbin/rt-server
??????? </Location>
??????? <Perl>
??????????? use Plack::Handler::Apache2;
??????????? Plack::Handler::Apache2->preload("/usr/local/rt-ora/sbin/rt-server");
??????? </Perl>

</VirtualHost>


Hope it helps

Regards



________________________________
 From: Joseph Thames <beartham at gmail.com>
To: rt-users at lists.bestpractical.com 
Sent: Tuesday, 24 July 2012, 23:15
Subject: [rt-users] Installing RT 3.8.12 on Centos 5.5
 
Hello,

I'm a Perl-skilled developer, new to RT, installing RT 3.8.12 on a
CentOS 5.5 server. I was able to login to username=root
password=password to bring up the RT-at-a-glance cite from a browser
on the server.

But when I try it from a browser on another client (Kubuntu 9.04) in
my office with the same URL, I don't get a login window, but get he
default (no website) response page from the server.

I'm using the following vhost code in httpd.conf:

<VirtualHost rt.metacalculus.net:80>
?  ServerName rt.metacalculus.net
?  ServerAdmin admin at rt.metacalculus.net
?  DocumentRoot /opt/rt3/share/html
?  AddDefaultCharSet UTF-8

?  PerlRequire /opt/rt3/bin/webmux.pl
?  <Directory /opt/rt3/share/html>
? ? ?  Order Allow,Deny
? ? ?  Allow from all
? ? ?  SetHandler perl-script
? ? ?  PerlResponseHandler RT::Mason
?  </Directory>
</VirtualHost>

When I look at the index.html page in the document root, I get the
"You are almost there " message:

"You haven't yet configured your webserver to run RT. You appear to
have installed RT's web interface correctly, but haven't yet
configured your web server to "run" the RT server which powers the web
interface. The next step is to edit your webserver's configuration
file to instruct it to use RT's mod_perl, FastCGI or SpeedyCGI
handler. If you need commercial support, please contact us at
sales at bestpractical.com."

It seems there must be a problem with the Mason wrapping chain.

Does anybody have a clue as to what is wrong?

Thanks in advance,

beartham

-- 
Joseph 'Bear' Thames
MetaCalculus, LLC and Meta Science Foundation
(505) 977-9024 - Cell Phone
beartham at gmail.com
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From lists at mhcsoftware.de  Wed Jul 25 01:30:38 2012
From: lists at mhcsoftware.de (Matthias Henze)
Date: Wed, 25 Jul 2012 07:30:38 +0200
Subject: [rt-users] mailgate status 75
In-Reply-To: <500F051B.206@bestpractical.com>
References: <500D8705.6000801@mhcsoftware.de> <500EE280.5090602@mhcsoftware.de>
	<500EE4CD.1030502@bestpractical.com>
	<500EEACC.2040201@mhcsoftware.de>
	<500EEBEA.1060106@bestpractical.com>
	<500EF093.6040807@mhcsoftware.de> <500F051B.206@bestpractical.com>
Message-ID: <500F847E.6020609@mhcsoftware.de>

Am 24.07.2012 22:27, schrieb Thomas Sibley:
> On 07/24/2012 11:59 AM, Matthias Henze wrote:
>> When I tell fetchmail to be verbose I see:
>>
>> /usr/bin/rt-mailgate: temp file is '/tmp/P1i3k63lRt/bJsSdLS5vw'
>> /usr/bin/rt-mailgate: connecting to
>> http://rt.mhc.loc/rt//REST/1.0/NoAuth/mail-gateway
>> An Error Occurred
>> =================
>>
>> 500 Internal Server Error
>>
>> /usr/bin/rt-mailgate: undefined server error
> 
> Look in your apache error logs.


Thanks, found:


[Wed Jul 25 07:25:10 2012] [warn] [client 192.168.100.13] mod_fcgid:
HTTP request length 137135 (so far) exceeds MaxRequestLen (131072)


fixed, works.


-- 

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 wolfram.huettermann at desy.de  Wed Jul 25 04:39:12 2012
From: wolfram.huettermann at desy.de (Wolfram Huettermann)
Date: Wed, 25 Jul 2012 10:39:12 +0200
Subject: [rt-users] RT4 often displays  cross site-forgery
Message-ID: <500FB0B0.80005@desy.de>

Hello,

if I want to create a ticket in RT4 via "New Ticket in" in General and 
press on the button, I always see a hint "Possible cross-site forgery". 
This always occurs whenever I want to change or insert any data in the 
RT4 and click on the Submit button.

What can I do?

Greetings,

Wolfram



From giovanni.martin at adesoft.com  Wed Jul 25 04:41:49 2012
From: giovanni.martin at adesoft.com (gmadesoft)
Date: Wed, 25 Jul 2012 01:41:49 -0700 (PDT)
Subject: [rt-users] Inline screenshots
Message-ID: <34200036.post@talk.nabble.com>


good afternoon,

Could you tell us what local variable you mean? 
there isn't the release note for the 4.0.6 in the web page.





Thomas Sibley wrote:
> 
> On 07/20/2012 05:43 AM, R?mi wrote:
>> In my case I tweek a little more the scrubber to avoid (reduce)
>> security issues,
>> the only thing I wanted is the ability to paste en image in the
>> CKeditor ( "data:image/png;base64.....  )
>> this do the trick after the $scriubber->allow() call.
>> 
>> $scrubber->rules(
>>                 img => {
>>                         src => qr{^data\:image}i,
>>                         alt => 1,
>>                         '*' => 0,
>>                         },
>>                 );
> 
> In 4.0.6, you can configure this with a clean local overlay and not have
> to patch any core RT code.  Things to look forward to when you upgrade. ;)
> 
> 

-- 
View this message in context: http://old.nabble.com/Inline-screenshots-tp33824848p34200036.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From gunnar.gorges at zmaw.de  Wed Jul 25 07:30:30 2012
From: gunnar.gorges at zmaw.de (Gunnar Gorges)
Date: Wed, 25 Jul 2012 13:30:30 +0200
Subject: [rt-users] RTFM problem deleting article / CurrentUserCanSee
	Unimplemented
Message-ID: <500FD8D6.5060609@zmaw.de>

Hi everyone,

I encountered a problem with RTFM today: I am not able to delete any 
article without RT throwing an error message "An internal RT error has 
occurred".

The logfile shows this:
[error]: RT::FM::Article::CurrentUserCanSee Unimplemented in 
RT::Transaction. 
(/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm line 1035) 
  (/usr/share/request-tracker3.8/lib/RT/Interface/Web/Handler.pm:233)

Has anyone seen this before and can point me to the direction how to fix 
it? It appeared first time after the latest security update. I am using 
RT 3.8.8 and RTFM 2.4.2 on Debian Squeeze.

Thanks and cheers!
Gunnar

-- 
Gunnar Gorges
Central IT Services - ZMAW
Mail: gunnar.gorges at zmaw.de
Tel.: +49 (0)40 41173 287


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From ruz at bestpractical.com  Wed Jul 25 08:32:45 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 25 Jul 2012 16:32:45 +0400
Subject: [rt-users] RT4 often displays cross site-forgery
In-Reply-To: <500FB0B0.80005@desy.de>
References: <500FB0B0.80005@desy.de>
Message-ID: <CAMOxC8scHycDjKGc4EAPU0N-Vn6uadoOvZBzi58OUh9U5pp0bg@mail.gmail.com>

On Wed, Jul 25, 2012 at 12:39 PM, Wolfram Huettermann
<wolfram.huettermann at desy.de> wrote:
> Hello,
>
> if I want to create a ticket in RT4 via "New Ticket in" in General and press
> on the button, I always see a hint "Possible cross-site forgery". This
> always occurs whenever I want to change or insert any data in the RT4 and
> click on the Submit button.
>
> What can I do?

The page shows a few things (urls and other) as well as logs. We can
not help you without them.

>
> Greetings,
>
> Wolfram
>



-- 
Best regards, Ruslan.


From john.mclean at axomic.com  Wed Jul 25 09:33:27 2012
From: john.mclean at axomic.com (John Mclean)
Date: Wed, 25 Jul 2012 14:33:27 +0100
Subject: [rt-users] RT 4.0.2 exim Cannot allocate memory
In-Reply-To: <CAAEXy3qoHbB-vvBUBnR2x+EcjRaqUpteMvO2NbpOPLXAF0maiQ@mail.gmail.com>
References: <CAAEXy3qoHbB-vvBUBnR2x+EcjRaqUpteMvO2NbpOPLXAF0maiQ@mail.gmail.com>
Message-ID: <CAAEXy3qdTEm_BPrWkm_ckMbw=nTRX6W88vX0W8pT2XiqE7Du=Q@mail.gmail.com>

Hi,

We successfully reconfigured our RT server to use Gmail instead of a
local smtp server.

Unfortunately we are running into 'Cannot allocate memory' errors
after apache consumes all the available memory, please see sample
error below:

[Mon Jul 23 09:34:04 2012]
[crit]:<rt-4.0.2-1424-1343036044-450.5978-6-0 at ourdomain>: Could not
send mail with command `/usr/sbin/sendmail -oi -t`: couldn't execute
program: Cannot allocate memory at
/usr/share/request-tracker4/lib/RT/Interface/Email.pm line 448.

The top command, with the shift M option, shows Apache as being the culprit.

Our server is running the below software:

RT 4.0.2
Exim version 4.72
Debian version 6.0.3
Apache/2.2.16 (Debian)

The /etc/request-tracker4/RT_SiteConfig.pm perl module previously had
the below email configuration lines:

Set($MailCommand , 'smtp');
Set($SMTPServer, 'local_email_server');

These have now been changed to:

Set( $MailCommand, 'sendmailpipe');
Set( $SendmailPath , "/usr/sbin/sendmail");
Set( $SendmailArguments , "-oi -t");

Sendmail is a symlink to exim4.

The below thread, sheds more light on the problem, sendmailpipe being
incompatible with exim:

http://comments.gmane.org/gmane.comp.bug-tracking.request-tracker.user/47169

To fix the problem could we use the below configuration in the
/etc/request-tracker4/RT_SiteConfig.pm file?

Set($MailCommand , 'sendmail');
Set($SendmailArguments , "-bm -- <your email address>");
Set($SendmailPath, "/usr/sbin/exim4");
Set($NotifyActor, 1);

Sourced from: http://requesttracker.wikia.com/wiki/ManualInstallation

Or should we use the Apache prefork MPM change in:

http://comments.gmane.org/gmane.comp.bug-tracking.request-tracker.user/47169

Any other suggestions, will be greatly appreciated.

Thanks

John


From michele.pinassi at unisi.it  Wed Jul 25 09:48:32 2012
From: michele.pinassi at unisi.it (Michele Pinassi)
Date: Wed, 25 Jul 2012 15:48:32 +0200
Subject: [rt-users] Looping of RT bounce
Message-ID: <500FF930.8030707@unisi.it>

Hi all,

sometimes happens that my RT system start sending a lot of "RT Bounces".
On rt.log i got:

[Wed Jul 25 13:44:56 2012] [crit]: RT Received mail
(<20120725134439.CF23F1ED8 at tickets.unisi.it>
) from itself. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1796)
[Wed Jul 25 13:44:56 2012] [crit]: RT thinks this message may be a
bounce (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245)
[Wed Jul 25 13:44:56 2012] [error]: Could not record email: Message
Bounced (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75)

on mail.log (i use postfix) i have:

Jul 25 15:44:37 tickets postfix/qmgr[31774]: 63F161EDA: from=<>,
size=175692, nrcpt=1 (queue active)
Jul 25 15:44:39 tickets postfix/local[31789]: 63F161EDA:
to=<centralino at tickets.unisi.it>, relay=local, delay=2.6,
delays=0.09/0/0/2.5, dsn=2.0.0, status=sent (delivered to command:
/opt/rt4/bin/rt-mailgate --queue Centralino --action correspond --url
https://tickets.unisi.it/)
Jul 25 15:44:39 tickets postfix/qmgr[31774]: 63F161EDA: removed

in infinite loop that flood our mail system.

How i can solve this ?

Thanks, Michele

-- 
Dott. Michele Pinassi
Responsabile Telefonia di Ateneo
Servizio Reti, Sistemi e Sicurezza Informatica - Universit? degli Studi
di Siena
tel: 0577.(23)2169 - fax: 0577.(23)2053

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From michele.pinassi at unisi.it  Wed Jul 25 09:48:53 2012
From: michele.pinassi at unisi.it (Michele Pinassi)
Date: Wed, 25 Jul 2012 15:48:53 +0200
Subject: [rt-users] Looping of RT bounce
Message-ID: <500FF945.4040606@unisi.it>

Hi all,

sometimes happens that my RT system start sending a lot of "RT Bounces".
On rt.log i got:

[Wed Jul 25 13:44:56 2012] [crit]: RT Received mail
(<20120725134439.CF23F1ED8 at tickets.unisi.it>
) from itself. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1796)
[Wed Jul 25 13:44:56 2012] [crit]: RT thinks this message may be a
bounce (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245)
[Wed Jul 25 13:44:56 2012] [error]: Could not record email: Message
Bounced (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75)

on mail.log (i use postfix) i have:

Jul 25 15:44:37 tickets postfix/qmgr[31774]: 63F161EDA: from=<>,
size=175692, nrcpt=1 (queue active)
Jul 25 15:44:39 tickets postfix/local[31789]: 63F161EDA:
to=<centralino at xxxx.unisi.it>, relay=local, delay=2.6,
delays=0.09/0/0/2.5, dsn=2.0.0, status=sent (delivered to command:
/opt/rt4/bin/rt-mailgate --queue Centralino --action correspond --url
https://xxxx.unisi.it/)
Jul 25 15:44:39 tickets postfix/qmgr[31774]: 63F161EDA: removed

in infinite loop that flood our mail system.

How i can solve this ?

Thanks, Michele

-- 
Dott. Michele Pinassi
Responsabile Telefonia di Ateneo
Servizio Reti, Sistemi e Sicurezza Informatica - Universit? degli Studi
di Siena
tel: 0577.(23)2169 - fax: 0577.(23)2053

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From ruz at bestpractical.com  Wed Jul 25 10:02:02 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 25 Jul 2012 18:02:02 +0400
Subject: [rt-users] RT 4.0.2 exim Cannot allocate memory
In-Reply-To: <CAAEXy3qdTEm_BPrWkm_ckMbw=nTRX6W88vX0W8pT2XiqE7Du=Q@mail.gmail.com>
References: <CAAEXy3qoHbB-vvBUBnR2x+EcjRaqUpteMvO2NbpOPLXAF0maiQ@mail.gmail.com>
	<CAAEXy3qdTEm_BPrWkm_ckMbw=nTRX6W88vX0W8pT2XiqE7Du=Q@mail.gmail.com>
Message-ID: <CAMOxC8vjxip_bBptyeTEchkjMff58gC6gJMQjJwAGFK9SC0SNw@mail.gmail.com>

Hi,

Your system is out of memory. You should lower number of apache
processes. Setup more more memory effective configuration. Lower
number of requests each child serves before restart. I know that
lowering number of translations loaded into RT can lower memory
footprint.

Do you use mod_perl? Do you use FCGI?

We don't know anything about your setup to help you fit RT into memory.

Using sendmailpipe method is correct thing to do and recommended. You
have less problems than with smtp, but it sure fails if your server is
not able to run a new process.

On Wed, Jul 25, 2012 at 5:33 PM, John Mclean <john.mclean at axomic.com> wrote:
> Hi,
>
> We successfully reconfigured our RT server to use Gmail instead of a
> local smtp server.
>
> Unfortunately we are running into 'Cannot allocate memory' errors
> after apache consumes all the available memory, please see sample
> error below:
>
> [Mon Jul 23 09:34:04 2012]
> [crit]:<rt-4.0.2-1424-1343036044-450.5978-6-0 at ourdomain>: Could not
> send mail with command `/usr/sbin/sendmail -oi -t`: couldn't execute
> program: Cannot allocate memory at
> /usr/share/request-tracker4/lib/RT/Interface/Email.pm line 448.
>
> The top command, with the shift M option, shows Apache as being the culprit.
>
> Our server is running the below software:
>
> RT 4.0.2
> Exim version 4.72
> Debian version 6.0.3
> Apache/2.2.16 (Debian)
>
> The /etc/request-tracker4/RT_SiteConfig.pm perl module previously had
> the below email configuration lines:
>
> Set($MailCommand , 'smtp');
> Set($SMTPServer, 'local_email_server');
>
> These have now been changed to:
>
> Set( $MailCommand, 'sendmailpipe');
> Set( $SendmailPath , "/usr/sbin/sendmail");
> Set( $SendmailArguments , "-oi -t");
>
> Sendmail is a symlink to exim4.
>
> The below thread, sheds more light on the problem, sendmailpipe being
> incompatible with exim:
>
> http://comments.gmane.org/gmane.comp.bug-tracking.request-tracker.user/47169
>
> To fix the problem could we use the below configuration in the
> /etc/request-tracker4/RT_SiteConfig.pm file?
>
> Set($MailCommand , 'sendmail');
> Set($SendmailArguments , "-bm -- <your email address>");
> Set($SendmailPath, "/usr/sbin/exim4");
> Set($NotifyActor, 1);
>
> Sourced from: http://requesttracker.wikia.com/wiki/ManualInstallation
>
> Or should we use the Apache prefork MPM change in:
>
> http://comments.gmane.org/gmane.comp.bug-tracking.request-tracker.user/47169
>
> Any other suggestions, will be greatly appreciated.
>
> Thanks
>
> John



-- 
Best regards, Ruslan.


From gregory.betz at thesiorg.com  Wed Jul 25 10:18:07 2012
From: gregory.betz at thesiorg.com (Betz, Gregory)
Date: Wed, 25 Jul 2012 14:18:07 +0000
Subject: [rt-users] Group not found
Message-ID: <133EEDF91EDDE4468A43F6356F5DE99430C2AC74@SWEXP201.corp.adroot.internal>

Hello all,

I am having issues trying to add watchers to most of my queues.  When I try to add a user or group I receive the error message "Group not found".

I can set watchers for 2 queues (one is the General queue) out of 9 total queues.

Also, I noticed that the 2 queues that I can set watchers has items under Roles in Group Rights while the queues that I cannot set the watchers does not.

The following error message is displayed in /var/log/httpd/error_log

======================================================================================================================================================

[Wed Jul 25 12:05:06 2012] [warning]: DBD::Pg::st execute failed: ERROR:  syntax error at or near ")"

LINE 1: ...nt(main.id) FROM GroupMembers main  WHERE (main.GroupId = )

                                                                     ^ at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:587)





[Wed Jul 25 12:05:06 2012] [warning]: RT::Handle=HASH(0x7fbc4de27b10) couldn't execute the query 'SELECT count(main.id) FROM GroupMembers main  WHERE (main.GroupId = ) ' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 600.

        DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7fbc4de27b10)', 'SELECT count(main.id) FROM GroupMembers main  WHERE (main.Gro...') called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 291

        DBIx::SearchBuilder::_DoCount('RT::GroupMembers=HASH(0x7fbc4febdfb8)') called at /opt/rt4/sbin/../lib/RT/SearchBuilder.pm line 331

        RT::SearchBuilder::_DoCount('RT::GroupMembers=HASH(0x7fbc4febdfb8)') called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 1407

        DBIx::SearchBuilder::Count('RT::GroupMembers=HASH(0x7fbc4febdfb8)') called at /opt/rt4/local/html/Admin/Elements/EditQueueWatchers line 48

        HTML::Mason::Commands::__ANON__('QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4febff68)', 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /opt/rt4/local/html/Admin/Elements/EditQueueWatcherGroup line 55

        HTML::Mason::Commands::__ANON__('Label', 'AdminCc', 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4febca88)', 'Label', 'AdminCc', 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, 'Label', 'AdminCc', 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /opt/rt4/local/html/Admin/Queues/People.html line 65

        HTML::Mason::Commands::__ANON__('GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '', 'Queue-AddWatcher-Principal-30', ...) called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4feaff30)', 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, undef, 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 955

        HTML::Mason::Request::call_next('RT::Interface::Web::Request=HASH(0x7fbc4fa53370)', 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'UserString', '', ...) called at /opt/rt4/local/html/Admin/autohandler line 49

        HTML::Mason::Commands::__ANON__('GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '', 'Queue-AddWatcher-Principal-30', ...) called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4ea48560)', 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, undef, 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', ...) called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 548

        RT::Interface::Web::ShowRequestedPage('HASH(0x7fbc4feafc00)') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 295

        RT::Interface::Web::HandleRequest('HASH(0x7fbc4feafc00)') called at /opt/rt4/local/html/autohandler line 53

        HTML::Mason::Commands::__ANON__('UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'GroupOp', 'LIKE', 'GroupString', ...) called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4e16e7c0)', 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'GroupOp', 'LIKE', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1297

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, undef, 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 481

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 481

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 433

        HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x7fbc4fa53370)') called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 85

        eval {...} called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 85

        HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x7fbc4fa53370)') called at /usr/local/share/perl5/HTML/Mason/Interp.pm line 342

        HTML::Mason::Interp::exec(undef, undef, 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'GroupOp', ...) called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 48

        eval {...} called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 48

        HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x7fbc4d42e258)', 'HTML::Mason::FakeApache=HASH(0x7fbc5000a380)', 'HASH(0x7fbc4fec58c0)') called at /usr/local/share/perl5/HTML/Mason/PSGIHandler/Streamy.pm line 52

        HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x7fbc50014e68)') called at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 255

        RT::Interface::Web::Handler::__ANON__('CODE(0x7fbc50014e68)') called at /usr/local/share/perl5/Plack/Util.pm line 324

        Plack::Util::__ANON__('CODE(0x7fbc4febe048)') called at /usr/local/share/perl5/Plack/Handler/Apache2.pm line 68

        Plack::Handler::Apache2::call_app('Plack::Handler::Apache2', 'Apache2::RequestRec=SCALAR(0x7fbc4fbb9fb8)', 'CODE(0x7fbc4cd08338)') called at /usr/local/share/perl5/Plack/Handler/Apache2.pm line 91

        Plack::Handler::Apache2::handler('Apache2::RequestRec=SCALAR(0x7fbc4fbb9fb8)') called at -e line 0

        eval {...} called at -e line 0 (/usr/local/share/perl5/Carp.pm:103)
 ======================================================================================================================================================

Any help would be greatly appreciated!

Thanks,
Greg

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From ptomblin at xcski.com  Wed Jul 25 10:24:32 2012
From: ptomblin at xcski.com (Paul Tomblin)
Date: Wed, 25 Jul 2012 10:24:32 -0400
Subject: [rt-users] Group not found
In-Reply-To: <133EEDF91EDDE4468A43F6356F5DE99430C2AC74@SWEXP201.corp.adroot.internal>
References: <133EEDF91EDDE4468A43F6356F5DE99430C2AC74@SWEXP201.corp.adroot.internal>
Message-ID: <CAJCD8L99=Lr+kuGzb8dUZZD1cgPYmyguQNRi7v74czNMFMmeRQ@mail.gmail.com>

I've seen this exact thing happen when the person trying to add the
watchers didn't have permissions to the queues in question.  Rather than
handling it properly, RT sticks a null queue name into the query, which the
query doesn't like much.

On Wed, Jul 25, 2012 at 10:18 AM, Betz, Gregory
<gregory.betz at thesiorg.com>wrote:

>  Hello all,****
>
> ** **
>
> I am having issues trying to add watchers to most of my queues.  When I
> try to add a user or group I receive the error message ?Group not found?.
> ****
>
> ** **
>
> I can set watchers for 2 queues (one is the General queue) out of 9 total
> queues. ****
>
> ** **
>
> Also, I noticed that the 2 queues that I can set watchers has items under
> Roles in Group Rights while the queues that I cannot set the watchers does
> not. ****
>
> ** **
>
> The following error message is displayed in /var/log/httpd/error_log****
>
> ** **
>
>
> ======================================================================================================================================================
> ****
>
> [Wed Jul 25 12:05:06 2012] [warning]: DBD::Pg::st execute failed: ERROR:
> syntax error at or near ")"****
>
> LINE 1: ...nt(main.id) FROM GroupMembers main  WHERE (main.GroupId = )****
>
>                                                                      ^ at
> /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 587.
> (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:587)****
>
> ** **
>
> ** **
>
> [Wed Jul 25 12:05:06 2012] [warning]: RT::Handle=HASH(0x7fbc4de27b10)
> couldn't execute the query 'SELECT count(main.id) FROM GroupMembers main
> WHERE (main.GroupId = ) ' at
> /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 600.****
>
>
> DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7fbc4de27b10)',
> 'SELECT count(main.id) FROM GroupMembers main  WHERE (main.Gro...')
> called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 291****
>
>
> DBIx::SearchBuilder::_DoCount('RT::GroupMembers=HASH(0x7fbc4febdfb8)')
> called at /opt/rt4/sbin/../lib/RT/SearchBuilder.pm line 331****
>
>
> RT::SearchBuilder::_DoCount('RT::GroupMembers=HASH(0x7fbc4febdfb8)') called
> at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 1407****
>
>
> DBIx::SearchBuilder::Count('RT::GroupMembers=HASH(0x7fbc4febdfb8)') called
> at /opt/rt4/local/html/Admin/Elements/EditQueueWatchers line 48****
>
>         HTML::Mason::Commands::__ANON__('QueueObj',
> 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers',
> 'RT::Group=HASH(0x7fbc5000f3f0)') called at
> /usr/local/share/perl5/HTML/Mason/Component.pm line 135****
>
>
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4febff68)',
> 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers',
> 'RT::Group=HASH(0x7fbc5000f3f0)') called at
> /usr/local/share/perl5/HTML/Mason/Request.pm line 1302****
>
>         eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm
> line 1292****
>
>         HTML::Mason::Request::comp(undef, undef, 'QueueObj',
> 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers',
> 'RT::Group=HASH(0x7fbc5000f3f0)') called at
> /opt/rt4/local/html/Admin/Elements/EditQueueWatcherGroup line 55****
>
>         HTML::Mason::Commands::__ANON__('Label', 'AdminCc', 'QueueObj',
> 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers',
> 'RT::Group=HASH(0x7fbc5000f3f0)') called at
> /usr/local/share/perl5/HTML/Mason/Component.pm line 135****
>
>
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4febca88)',
> 'Label', 'AdminCc', 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)',
> 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at
> /usr/local/share/perl5/HTML/Mason/Request.pm line 1302****
>
>         eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm
> line 1292****
>
>         HTML::Mason::Request::comp(undef, undef, 'Label', 'AdminCc',
> 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers',
> 'RT::Group=HASH(0x7fbc5000f3f0)') called at
> /opt/rt4/local/html/Admin/Queues/People.html line 65****
>
>         HTML::Mason::Commands::__ANON__('GroupField', 'Name', 'UserOp',
> 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '',
> 'Queue-AddWatcher-Principal-30', ...) called at
> /usr/local/share/perl5/HTML/Mason/Component.pm line 135****
>
>
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4feaff30)',
> 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString',
> '', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302*
> ***
>
>         eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm
> line 1292****
>
>         HTML::Mason::Request::comp(undef, undef, undef, 'GroupField',
> 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', ...) called at
> /usr/local/share/perl5/HTML/Mason/Request.pm line 955****
>
>
> HTML::Mason::Request::call_next('RT::Interface::Web::Request=HASH(0x7fbc4fa53370)',
> 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5,
> 'UserString', '', ...) called at /opt/rt4/local/html/Admin/autohandler line
> 49****
>
>         HTML::Mason::Commands::__ANON__('GroupField', 'Name', 'UserOp',
> 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '',
> 'Queue-AddWatcher-Principal-30', ...) called at
> /usr/local/share/perl5/HTML/Mason/Component.pm line 135****
>
>
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4ea48560)',
> 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString',
> '', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302*
> ***
>
>         eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm
> line 1292****
>
>         HTML::Mason::Request::comp(undef, undef, undef, 'GroupField',
> 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', ...) called at
> /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 548****
>
>         RT::Interface::Web::ShowRequestedPage('HASH(0x7fbc4feafc00)')
> called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 295****
>
>         RT::Interface::Web::HandleRequest('HASH(0x7fbc4feafc00)') called
> at /opt/rt4/local/html/autohandler line 53****
>
>         HTML::Mason::Commands::__ANON__('UserOp', 'LIKE',
> 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'GroupOp', 'LIKE',
> 'GroupString', ...) called at
> /usr/local/share/perl5/HTML/Mason/Component.pm line 135****
>
>
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4e16e7c0)',
> 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5,
> 'GroupOp', 'LIKE', ...) called at
> /usr/local/share/perl5/HTML/Mason/Request.pm line 1297****
>
>         eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm
> line 1292****
>
>         HTML::Mason::Request::comp(undef, undef, undef, 'UserOp', 'LIKE',
> 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, ...) called at
> /usr/local/share/perl5/HTML/Mason/Request.pm line 481****
>
>         eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm
> line 481****
>
>         eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm
> line 433****
>
>
> HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x7fbc4fa53370)')
> called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 85****
>
>         eval {...} called at
> /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 85****
>
>
> HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x7fbc4fa53370)')
> called at /usr/local/share/perl5/HTML/Mason/Interp.pm line 342****
>
>         HTML::Mason::Interp::exec(undef, undef, 'UserOp', 'LIKE',
> 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'GroupOp', ...) called
> at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 48****
>
>         eval {...} called at
> /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 48****
>
>
> HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x7fbc4d42e258)',
> 'HTML::Mason::FakeApache=HASH(0x7fbc5000a380)', 'HASH(0x7fbc4fec58c0)')
> called at /usr/local/share/perl5/HTML/Mason/PSGIHandler/Streamy.pm line 52
> ****
>
>
> HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x7fbc50014e68)') called
> at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 255****
>
>         RT::Interface::Web::Handler::__ANON__('CODE(0x7fbc50014e68)')
> called at /usr/local/share/perl5/Plack/Util.pm line 324****
>
>         Plack::Util::__ANON__('CODE(0x7fbc4febe048)') called at
> /usr/local/share/perl5/Plack/Handler/Apache2.pm line 68****
>
>         Plack::Handler::Apache2::call_app('Plack::Handler::Apache2',
> 'Apache2::RequestRec=SCALAR(0x7fbc4fbb9fb8)', 'CODE(0x7fbc4cd08338)')
> called at /usr/local/share/perl5/Plack/Handler/Apache2.pm line 91****
>
>
> Plack::Handler::Apache2::handler('Apache2::RequestRec=SCALAR(0x7fbc4fbb9fb8)')
> called at -e line 0****
>
>         eval {...} called at -e line 0 (/usr/local/share/perl5/Carp.pm:103)
> ****
>
>
>  ======================================================================================================================================================
> ****
>
> ** **
>
> Any help would be greatly appreciated!****
>
> ** **
>
> Thanks,****
>
> Greg****
>
> ** **
>



-- 
http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin
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From gregory.betz at thesiorg.com  Wed Jul 25 10:28:48 2012
From: gregory.betz at thesiorg.com (Betz, Gregory)
Date: Wed, 25 Jul 2012 14:28:48 +0000
Subject: [rt-users] EXTERNAL: Re:  Group not found
In-Reply-To: <CAJCD8L99=Lr+kuGzb8dUZZD1cgPYmyguQNRi7v74czNMFMmeRQ@mail.gmail.com>
References: <133EEDF91EDDE4468A43F6356F5DE99430C2AC74@SWEXP201.corp.adroot.internal>
	<CAJCD8L99=Lr+kuGzb8dUZZD1cgPYmyguQNRi7v74czNMFMmeRQ@mail.gmail.com>
Message-ID: <133EEDF91EDDE4468A43F6356F5DE99430C2ACE4@SWEXP201.corp.adroot.internal>

Hey Paul,

Thanks for the quick response.

I use the root account when attempting to put watchers on the queues, so I don't think this is the issue

Thanks,
Greg

From: ptomblin at gmail.com [mailto:ptomblin at gmail.com] On Behalf Of Paul Tomblin
Sent: Wednesday, July 25, 2012 10:25 AM
To: Betz, Gregory
Cc: rt-users at lists.bestpractical.com
Subject: EXTERNAL: Re: [rt-users] Group not found

I've seen this exact thing happen when the person trying to add the watchers didn't have permissions to the queues in question.  Rather than handling it properly, RT sticks a null queue name into the query, which the query doesn't like much.
On Wed, Jul 25, 2012 at 10:18 AM, Betz, Gregory <gregory.betz at thesiorg.com<mailto:gregory.betz at thesiorg.com>> wrote:
Hello all,

I am having issues trying to add watchers to most of my queues.  When I try to add a user or group I receive the error message "Group not found".

I can set watchers for 2 queues (one is the General queue) out of 9 total queues.

Also, I noticed that the 2 queues that I can set watchers has items under Roles in Group Rights while the queues that I cannot set the watchers does not.

The following error message is displayed in /var/log/httpd/error_log

======================================================================================================================================================

[Wed Jul 25 12:05:06 2012] [warning]: DBD::Pg::st execute failed: ERROR:  syntax error at or near ")"

LINE 1: ...nt(main.id<http://main.id>) FROM GroupMembers main  WHERE (main.GroupId = )

                                                                     ^ at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:587)





[Wed Jul 25 12:05:06 2012] [warning]: RT::Handle=HASH(0x7fbc4de27b10) couldn't execute the query 'SELECT count(main.id<http://main.id>) FROM GroupMembers main  WHERE (main.GroupId = ) ' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 600.

        DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7fbc4de27b10)', 'SELECT count(main.id<http://main.id>) FROM GroupMembers main  WHERE (main.Gro...') called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 291

        DBIx::SearchBuilder::_DoCount('RT::GroupMembers=HASH(0x7fbc4febdfb8)') called at /opt/rt4/sbin/../lib/RT/SearchBuilder.pm line 331

        RT::SearchBuilder::_DoCount('RT::GroupMembers=HASH(0x7fbc4febdfb8)') called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 1407

        DBIx::SearchBuilder::Count('RT::GroupMembers=HASH(0x7fbc4febdfb8)') called at /opt/rt4/local/html/Admin/Elements/EditQueueWatchers line 48

        HTML::Mason::Commands::__ANON__('QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4febff68)', 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /opt/rt4/local/html/Admin/Elements/EditQueueWatcherGroup line 55

        HTML::Mason::Commands::__ANON__('Label', 'AdminCc', 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4febca88)', 'Label', 'AdminCc', 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, 'Label', 'AdminCc', 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /opt/rt4/local/html/Admin/Queues/People.html line 65

        HTML::Mason::Commands::__ANON__('GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '', 'Queue-AddWatcher-Principal-30', ...) called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4feaff30)', 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, undef, 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 955

        HTML::Mason::Request::call_next('RT::Interface::Web::Request=HASH(0x7fbc4fa53370)', 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'UserString', '', ...) called at /opt/rt4/local/html/Admin/autohandler line 49

        HTML::Mason::Commands::__ANON__('GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '', 'Queue-AddWatcher-Principal-30', ...) called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4ea48560)', 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, undef, 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', ...) called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 548

        RT::Interface::Web::ShowRequestedPage('HASH(0x7fbc4feafc00)') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 295

        RT::Interface::Web::HandleRequest('HASH(0x7fbc4feafc00)') called at /opt/rt4/local/html/autohandler line 53

        HTML::Mason::Commands::__ANON__('UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'GroupOp', 'LIKE', 'GroupString', ...) called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4e16e7c0)', 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'GroupOp', 'LIKE', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1297

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, undef, 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 481

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 481

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 433

        HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x7fbc4fa53370)') called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 85

        eval {...} called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 85

        HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x7fbc4fa53370)') called at /usr/local/share/perl5/HTML/Mason/Interp.pm line 342

        HTML::Mason::Interp::exec(undef, undef, 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'GroupOp', ...) called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 48

        eval {...} called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 48

        HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x7fbc4d42e258)', 'HTML::Mason::FakeApache=HASH(0x7fbc5000a380)', 'HASH(0x7fbc4fec58c0)') called at /usr/local/share/perl5/HTML/Mason/PSGIHandler/Streamy.pm line 52

        HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x7fbc50014e68)') called at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 255

        RT::Interface::Web::Handler::__ANON__('CODE(0x7fbc50014e68)') called at /usr/local/share/perl5/Plack/Util.pm line 324

        Plack::Util::__ANON__('CODE(0x7fbc4febe048)') called at /usr/local/share/perl5/Plack/Handler/Apache2.pm line 68

        Plack::Handler::Apache2::call_app('Plack::Handler::Apache2', 'Apache2::RequestRec=SCALAR(0x7fbc4fbb9fb8)', 'CODE(0x7fbc4cd08338)') called at /usr/local/share/perl5/Plack/Handler/Apache2.pm line 91

        Plack::Handler::Apache2::handler('Apache2::RequestRec=SCALAR(0x7fbc4fbb9fb8)') called at -e line 0

        eval {...} called at -e line 0 (/usr/local/share/perl5/Carp.pm:103)
 ======================================================================================================================================================

Any help would be greatly appreciated!

Thanks,
Greg




--
http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin
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From ruz at bestpractical.com  Wed Jul 25 10:30:03 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 25 Jul 2012 18:30:03 +0400
Subject: [rt-users] Running rt-server with SSL certificate
In-Reply-To: <CC3457E7.33E4A%backus@nlcom.nl>
References: <CC3457E7.33E4A%backus@nlcom.nl>
Message-ID: <CAMOxC8srToCCSG9ftXEZ1xyj8d0vJPpK46BFt_HW9541s-m5_A@mail.gmail.com>

On Tue, Jul 24, 2012 at 3:47 PM, Mayk Backus <backus at nlcom.nl> wrote:
> Helle List,
>
> Is there a how-to that explains on how to run rt-server with a ssl
> certificate. We have a wildcard cert that we want to use on our RT
> installation.
>
> Any tips are greatly appreciated. Thank you in advance,

Well. You can start rt-server with plackup as any other psgi app. This
way you can use all features of any Plack/PSGI server.

Patch for Starman to do SSL:
https://github.com/miyagawa/Starman/pull/32

I don't know any other method to do this. Anyway, running rt-server
without front-end proxy is not good idea.

> Regards,
>
> Mayk Backus
> Nlcom



-- 
Best regards, Ruslan.


From john.mclean at axomic.com  Wed Jul 25 10:33:57 2012
From: john.mclean at axomic.com (John Mclean)
Date: Wed, 25 Jul 2012 15:33:57 +0100
Subject: [rt-users] RT 4.0.2 exim Cannot allocate memory
In-Reply-To: <CAMOxC8vjxip_bBptyeTEchkjMff58gC6gJMQjJwAGFK9SC0SNw@mail.gmail.com>
References: <CAAEXy3qoHbB-vvBUBnR2x+EcjRaqUpteMvO2NbpOPLXAF0maiQ@mail.gmail.com>
	<CAAEXy3qdTEm_BPrWkm_ckMbw=nTRX6W88vX0W8pT2XiqE7Du=Q@mail.gmail.com>
	<CAMOxC8vjxip_bBptyeTEchkjMff58gC6gJMQjJwAGFK9SC0SNw@mail.gmail.com>
Message-ID: <CAAEXy3qQGB3-S3SUtCSODw9K-oRcypE594gMc7G3ZTt6oV_LtQ@mail.gmail.com>

Thanks for your input Ruz,

I don't feel it's an Apache configuration issue as the server was
running fine on a 1/4 of the memory before the switch-over.

The memory usage is climbing steadily, looks more like a memory leak.


On 25 July 2012 15:02, Ruslan Zakirov <ruz at bestpractical.com> wrote:
> Hi,
>
> Your system is out of memory. You should lower number of apache
> processes. Setup more more memory effective configuration. Lower
> number of requests each child serves before restart. I know that
> lowering number of translations loaded into RT can lower memory
> footprint.
>
> Do you use mod_perl? Do you use FCGI?
>
> We don't know anything about your setup to help you fit RT into memory.
>
> Using sendmailpipe method is correct thing to do and recommended. You
> have less problems than with smtp, but it sure fails if your server is
> not able to run a new process.
>
> On Wed, Jul 25, 2012 at 5:33 PM, John Mclean <john.mclean at axomic.com> wrote:
>> Hi,
>>
>> We successfully reconfigured our RT server to use Gmail instead of a
>> local smtp server.
>>
>> Unfortunately we are running into 'Cannot allocate memory' errors
>> after apache consumes all the available memory, please see sample
>> error below:
>>
>> [Mon Jul 23 09:34:04 2012]
>> [crit]:<rt-4.0.2-1424-1343036044-450.5978-6-0 at ourdomain>: Could not
>> send mail with command `/usr/sbin/sendmail -oi -t`: couldn't execute
>> program: Cannot allocate memory at
>> /usr/share/request-tracker4/lib/RT/Interface/Email.pm line 448.
>>
>> The top command, with the shift M option, shows Apache as being the culprit.
>>
>> Our server is running the below software:
>>
>> RT 4.0.2
>> Exim version 4.72
>> Debian version 6.0.3
>> Apache/2.2.16 (Debian)
>>
>> The /etc/request-tracker4/RT_SiteConfig.pm perl module previously had
>> the below email configuration lines:
>>
>> Set($MailCommand , 'smtp');
>> Set($SMTPServer, 'local_email_server');
>>
>> These have now been changed to:
>>
>> Set( $MailCommand, 'sendmailpipe');
>> Set( $SendmailPath , "/usr/sbin/sendmail");
>> Set( $SendmailArguments , "-oi -t");
>>
>> Sendmail is a symlink to exim4.
>>
>> The below thread, sheds more light on the problem, sendmailpipe being
>> incompatible with exim:
>>
>> http://comments.gmane.org/gmane.comp.bug-tracking.request-tracker.user/47169
>>
>> To fix the problem could we use the below configuration in the
>> /etc/request-tracker4/RT_SiteConfig.pm file?
>>
>> Set($MailCommand , 'sendmail');
>> Set($SendmailArguments , "-bm -- <your email address>");
>> Set($SendmailPath, "/usr/sbin/exim4");
>> Set($NotifyActor, 1);
>>
>> Sourced from: http://requesttracker.wikia.com/wiki/ManualInstallation
>>
>> Or should we use the Apache prefork MPM change in:
>>
>> http://comments.gmane.org/gmane.comp.bug-tracking.request-tracker.user/47169
>>
>> Any other suggestions, will be greatly appreciated.
>>
>> Thanks
>>
>> John
>
>
>
> --
> Best regards, Ruslan.


From falcone at bestpractical.com  Wed Jul 25 11:14:06 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 25 Jul 2012 11:14:06 -0400
Subject: [rt-users] Extension and create Cfs at instalation of it
In-Reply-To: <500EA067.8070807@desy.de>
References: <500E9EE7.3020105@desy.de>
	<CAMOxC8v9QrzhXb7kJ6NkY4OZUO-ds7J6Er5=T_jkb1xzYbqUiA@mail.gmail.com>
	<500EA067.8070807@desy.de>
Message-ID: <20120725151406.GN980@jibsheet.com>

On Tue, Jul 24, 2012 at 03:17:27PM +0200, Bj?rn Schulz wrote:
> wow quick
> thx Ruslan

Also - new branch written by a colleague that we hope to get merged in soon.
https://github.com/bestpractical/rt/blob/4.0/document-initialdata/docs/initialdata.pod

> On 24.07.12 15:15, Ruslan Zakirov wrote:
> > On Tue, Jul 24, 2012 at 5:11 PM, Bj?rn Schulz <bjoern.schulz at desy.de> wrote:
> >> Hi list,
> >>
> >> does any one has a hint for me how I can create Cfs during the
> >> installation of an extension.
> >>
> > 
> > with etc/initialdata file. see RTIR's file for an example.
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From tjg at soe.ucsc.edu  Wed Jul 25 11:21:44 2012
From: tjg at soe.ucsc.edu (Tim Gustafson)
Date: Wed, 25 Jul 2012 08:21:44 -0700
Subject: [rt-users] Marking a Ticket as "Read"
Message-ID: <CAG27QgTGfPnFFmUD1PFAP-Q9So_qSseRq683nijEowtkY3Qc0g@mail.gmail.com>

I just upgraded from 3.8 to 4.0, and I notice something missing: when
a ticket had new comments on it before, there used to be a link at the
top of the page that said "show new comments", followed by another one
that said "show new comments and mark them all as read", or something
to that effect.  I don't see that anymore, and now I have a bunch of
tickets with new comments and no way to mark them as read.

Where did this functionality move to?  I rely on it to know which of
my tickets have had activity since the last time I looked at it.

Thanks!

-- 

Tim Gustafson
tjg at soe.ucsc.edu
831-459-5354
Baskin Engineering, Room 313A


From gregory.betz at thesiorg.com  Wed Jul 25 13:13:03 2012
From: gregory.betz at thesiorg.com (Betz, Gregory)
Date: Wed, 25 Jul 2012 17:13:03 +0000
Subject: [rt-users] EXTERNAL: Re:  Group not found
In-Reply-To: <133EEDF91EDDE4468A43F6356F5DE99430C2ACE4@SWEXP201.corp.adroot.internal>
References: <133EEDF91EDDE4468A43F6356F5DE99430C2AC74@SWEXP201.corp.adroot.internal>
	<CAJCD8L99=Lr+kuGzb8dUZZD1cgPYmyguQNRi7v74czNMFMmeRQ@mail.gmail.com>
	<133EEDF91EDDE4468A43F6356F5DE99430C2ACE4@SWEXP201.corp.adroot.internal>
Message-ID: <133EEDF91EDDE4468A43F6356F5DE99430C2B730@SWEXP201.corp.adroot.internal>

Also, I noticed the following message after the aforementioned warning message in the log.

Use of uninitialized value in numeric eq (==) at /opt/rt4/local/html/Admin/Elements/EditQueueWatchers line 3. (/opt/rt4/local/html/Admin/Elements/EditQueueWatchers:3)

Thanks,
Greg

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Betz, Gregory
Sent: Wednesday, July 25, 2012 10:29 AM
To: Paul Tomblin
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] EXTERNAL: Re: Group not found

Hey Paul,

Thanks for the quick response.

I use the root account when attempting to put watchers on the queues, so I don't think this is the issue

Thanks,
Greg

From: ptomblin at gmail.com<mailto:ptomblin at gmail.com> [mailto:ptomblin at gmail.com]<mailto:[mailto:ptomblin at gmail.com]> On Behalf Of Paul Tomblin
Sent: Wednesday, July 25, 2012 10:25 AM
To: Betz, Gregory
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: EXTERNAL: Re: [rt-users] Group not found

I've seen this exact thing happen when the person trying to add the watchers didn't have permissions to the queues in question.  Rather than handling it properly, RT sticks a null queue name into the query, which the query doesn't like much.
On Wed, Jul 25, 2012 at 10:18 AM, Betz, Gregory <gregory.betz at thesiorg.com<mailto:gregory.betz at thesiorg.com>> wrote:
Hello all,

I am having issues trying to add watchers to most of my queues.  When I try to add a user or group I receive the error message "Group not found".

I can set watchers for 2 queues (one is the General queue) out of 9 total queues.

Also, I noticed that the 2 queues that I can set watchers has items under Roles in Group Rights while the queues that I cannot set the watchers does not.

The following error message is displayed in /var/log/httpd/error_log

======================================================================================================================================================

[Wed Jul 25 12:05:06 2012] [warning]: DBD::Pg::st execute failed: ERROR:  syntax error at or near ")"

LINE 1: ...nt(main.id<http://main.id>) FROM GroupMembers main  WHERE (main.GroupId = )

                                                                     ^ at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:587)





[Wed Jul 25 12:05:06 2012] [warning]: RT::Handle=HASH(0x7fbc4de27b10) couldn't execute the query 'SELECT count(main.id<http://main.id>) FROM GroupMembers main  WHERE (main.GroupId = ) ' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 600.

        DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7fbc4de27b10)', 'SELECT count(main.id<http://main.id>) FROM GroupMembers main  WHERE (main.Gro...') called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 291

        DBIx::SearchBuilder::_DoCount('RT::GroupMembers=HASH(0x7fbc4febdfb8)') called at /opt/rt4/sbin/../lib/RT/SearchBuilder.pm line 331

        RT::SearchBuilder::_DoCount('RT::GroupMembers=HASH(0x7fbc4febdfb8)') called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 1407

        DBIx::SearchBuilder::Count('RT::GroupMembers=HASH(0x7fbc4febdfb8)') called at /opt/rt4/local/html/Admin/Elements/EditQueueWatchers line 48

        HTML::Mason::Commands::__ANON__('QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4febff68)', 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /opt/rt4/local/html/Admin/Elements/EditQueueWatcherGroup line 55

        HTML::Mason::Commands::__ANON__('Label', 'AdminCc', 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4febca88)', 'Label', 'AdminCc', 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, 'Label', 'AdminCc', 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /opt/rt4/local/html/Admin/Queues/People.html line 65

        HTML::Mason::Commands::__ANON__('GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '', 'Queue-AddWatcher-Principal-30', ...) called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4feaff30)', 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, undef, 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 955

        HTML::Mason::Request::call_next('RT::Interface::Web::Request=HASH(0x7fbc4fa53370)', 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'UserString', '', ...) called at /opt/rt4/local/html/Admin/autohandler line 49

        HTML::Mason::Commands::__ANON__('GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '', 'Queue-AddWatcher-Principal-30', ...) called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4ea48560)', 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, undef, 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', ...) called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 548

        RT::Interface::Web::ShowRequestedPage('HASH(0x7fbc4feafc00)') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 295

        RT::Interface::Web::HandleRequest('HASH(0x7fbc4feafc00)') called at /opt/rt4/local/html/autohandler line 53

        HTML::Mason::Commands::__ANON__('UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'GroupOp', 'LIKE', 'GroupString', ...) called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4e16e7c0)', 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'GroupOp', 'LIKE', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1297

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, undef, 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 481

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 481

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 433

        HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x7fbc4fa53370)') called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 85

        eval {...} called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 85

        HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x7fbc4fa53370)') called at /usr/local/share/perl5/HTML/Mason/Interp.pm line 342

        HTML::Mason::Interp::exec(undef, undef, 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'GroupOp', ...) called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 48

        eval {...} called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 48

        HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x7fbc4d42e258)', 'HTML::Mason::FakeApache=HASH(0x7fbc5000a380)', 'HASH(0x7fbc4fec58c0)') called at /usr/local/share/perl5/HTML/Mason/PSGIHandler/Streamy.pm line 52

        HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x7fbc50014e68)') called at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 255

        RT::Interface::Web::Handler::__ANON__('CODE(0x7fbc50014e68)') called at /usr/local/share/perl5/Plack/Util.pm line 324

        Plack::Util::__ANON__('CODE(0x7fbc4febe048)') called at /usr/local/share/perl5/Plack/Handler/Apache2.pm line 68

        Plack::Handler::Apache2::call_app('Plack::Handler::Apache2', 'Apache2::RequestRec=SCALAR(0x7fbc4fbb9fb8)', 'CODE(0x7fbc4cd08338)') called at /usr/local/share/perl5/Plack/Handler/Apache2.pm line 91

        Plack::Handler::Apache2::handler('Apache2::RequestRec=SCALAR(0x7fbc4fbb9fb8)') called at -e line 0

        eval {...} called at -e line 0 (/usr/local/share/perl5/Carp.pm:103)
 ======================================================================================================================================================

Any help would be greatly appreciated!

Thanks,
Greg




--
http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin
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From ptomblin at xcski.com  Wed Jul 25 13:18:52 2012
From: ptomblin at xcski.com (Paul Tomblin)
Date: Wed, 25 Jul 2012 13:18:52 -0400
Subject: [rt-users] EXTERNAL: Re: Group not found
In-Reply-To: <133EEDF91EDDE4468A43F6356F5DE99430C2B730@SWEXP201.corp.adroot.internal>
References: <133EEDF91EDDE4468A43F6356F5DE99430C2AC74@SWEXP201.corp.adroot.internal>
	<CAJCD8L99=Lr+kuGzb8dUZZD1cgPYmyguQNRi7v74czNMFMmeRQ@mail.gmail.com>
	<133EEDF91EDDE4468A43F6356F5DE99430C2ACE4@SWEXP201.corp.adroot.internal>
	<133EEDF91EDDE4468A43F6356F5DE99430C2B730@SWEXP201.corp.adroot.internal>
Message-ID: <CAJCD8L9_o+jP+G8EvA3i2oOsfyQed+_2ZdfHHGALS=xh5Z-wbw@mail.gmail.com>

That's just a consequence of the other error:
%if ($Members->Count == 0 ) {

$Members->Count returns an undef because of the error, which leads to the
second error.

On Wed, Jul 25, 2012 at 1:13 PM, Betz, Gregory <gregory.betz at thesiorg.com>wrote:

>  Also, I noticed the following message after the aforementioned warning
> message in the log.****
>
> ** **
>
> Use of uninitialized value in numeric eq (==) at
> /opt/rt4/local/html/Admin/Elements/EditQueueWatchers line 3.
> (/opt/rt4/local/html/Admin/Elements/EditQueueWatchers:3) ****
>
> ** **
>
> Thanks,****
>
> Greg****
>
> ** **
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Betz, Gregory
> *Sent:* Wednesday, July 25, 2012 10:29 AM
> *To:* Paul Tomblin
> *Cc:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] EXTERNAL: Re: Group not found****
>
> ** **
>
> Hey Paul, ****
>
> ** **
>
> Thanks for the quick response. ****
>
> ** **
>
> I use the root account when attempting to put watchers on the queues, so I
> don?t think this is the issue****
>
> ** **
>
> Thanks,****
>
> Greg****
>
> ** **
>
> *From:* ptomblin at gmail.com [mailto:ptomblin at gmail.com] *On Behalf Of *Paul
> Tomblin
> *Sent:* Wednesday, July 25, 2012 10:25 AM
> *To:* Betz, Gregory
> *Cc:* rt-users at lists.bestpractical.com
> *Subject:* EXTERNAL: Re: [rt-users] Group not found****
>
> ** **
>
> I've seen this exact thing happen when the person trying to add the
> watchers didn't have permissions to the queues in question.  Rather than
> handling it properly, RT sticks a null queue name into the query, which the
> query doesn't like much.****
>
> On Wed, Jul 25, 2012 at 10:18 AM, Betz, Gregory <gregory.betz at thesiorg.com>
> wrote:****
>
> Hello all,****
>
>  ****
>
> I am having issues trying to add watchers to most of my queues.  When I
> try to add a user or group I receive the error message ?Group not found?.
> ****
>
>  ****
>
> I can set watchers for 2 queues (one is the General queue) out of 9 total
> queues. ****
>
>  ****
>
> Also, I noticed that the 2 queues that I can set watchers has items under
> Roles in Group Rights while the queues that I cannot set the watchers does
> not. ****
>
>  ****
>
> The following error message is displayed in /var/log/httpd/error_log****
>
>  ****
>
>
> ======================================================================================================================================================
> ****
>
> [Wed Jul 25 12:05:06 2012] [warning]: DBD::Pg::st execute failed: ERROR:
> syntax error at or near ")"****
>
> LINE 1: ...nt(main.id) FROM GroupMembers main  WHERE (main.GroupId = )****
>
>                                                                      ^ at
> /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 587.
> (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:587)****
>
>  ****
>
>  ****
>
> [Wed Jul 25 12:05:06 2012] [warning]: RT::Handle=HASH(0x7fbc4de27b10)
> couldn't execute the query 'SELECT count(main.id) FROM GroupMembers main
> WHERE (main.GroupId = ) ' at
> /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 600.****
>
>
> DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7fbc4de27b10)',
> 'SELECT count(main.id) FROM GroupMembers main  WHERE (main.Gro...')
> called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 291****
>
>
> DBIx::SearchBuilder::_DoCount('RT::GroupMembers=HASH(0x7fbc4febdfb8)')
> called at /opt/rt4/sbin/../lib/RT/SearchBuilder.pm line 331****
>
>
> RT::SearchBuilder::_DoCount('RT::GroupMembers=HASH(0x7fbc4febdfb8)') called
> at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 1407****
>
>
> DBIx::SearchBuilder::Count('RT::GroupMembers=HASH(0x7fbc4febdfb8)') called
> at /opt/rt4/local/html/Admin/Elements/EditQueueWatchers line 48****
>
>         HTML::Mason::Commands::__ANON__('QueueObj',
> 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers',
> 'RT::Group=HASH(0x7fbc5000f3f0)') called at
> /usr/local/share/perl5/HTML/Mason/Component.pm line 135****
>
>
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4febff68)',
> 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers',
> 'RT::Group=HASH(0x7fbc5000f3f0)') called at
> /usr/local/share/perl5/HTML/Mason/Request.pm line 1302****
>
>         eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm
> line 1292****
>
>         HTML::Mason::Request::comp(undef, undef, 'QueueObj',
> 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers',
> 'RT::Group=HASH(0x7fbc5000f3f0)') called at
> /opt/rt4/local/html/Admin/Elements/EditQueueWatcherGroup line 55****
>
>         HTML::Mason::Commands::__ANON__('Label', 'AdminCc', 'QueueObj',
> 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers',
> 'RT::Group=HASH(0x7fbc5000f3f0)') called at
> /usr/local/share/perl5/HTML/Mason/Component.pm line 135****
>
>
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4febca88)',
> 'Label', 'AdminCc', 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)',
> 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at
> /usr/local/share/perl5/HTML/Mason/Request.pm line 1302****
>
>         eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm
> line 1292****
>
>         HTML::Mason::Request::comp(undef, undef, 'Label', 'AdminCc',
> 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers',
> 'RT::Group=HASH(0x7fbc5000f3f0)') called at
> /opt/rt4/local/html/Admin/Queues/People.html line 65****
>
>         HTML::Mason::Commands::__ANON__('GroupField', 'Name', 'UserOp',
> 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '',
> 'Queue-AddWatcher-Principal-30', ...) called at
> /usr/local/share/perl5/HTML/Mason/Component.pm line 135****
>
>
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4feaff30)',
> 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString',
> '', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302*
> ***
>
>         eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm
> line 1292****
>
>         HTML::Mason::Request::comp(undef, undef, undef, 'GroupField',
> 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', ...) called at
> /usr/local/share/perl5/HTML/Mason/Request.pm line 955****
>
>
> HTML::Mason::Request::call_next('RT::Interface::Web::Request=HASH(0x7fbc4fa53370)',
> 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5,
> 'UserString', '', ...) called at /opt/rt4/local/html/Admin/autohandler line
> 49****
>
>         HTML::Mason::Commands::__ANON__('GroupField', 'Name', 'UserOp',
> 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '',
> 'Queue-AddWatcher-Principal-30', ...) called at
> /usr/local/share/perl5/HTML/Mason/Component.pm line 135****
>
>
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4ea48560)',
> 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString',
> '', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302*
> ***
>
>         eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm
> line 1292****
>
>         HTML::Mason::Request::comp(undef, undef, undef, 'GroupField',
> 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', ...) called at
> /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 548****
>
>         RT::Interface::Web::ShowRequestedPage('HASH(0x7fbc4feafc00)')
> called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 295****
>
>         RT::Interface::Web::HandleRequest('HASH(0x7fbc4feafc00)') called
> at /opt/rt4/local/html/autohandler line 53****
>
>         HTML::Mason::Commands::__ANON__('UserOp', 'LIKE',
> 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'GroupOp', 'LIKE',
> 'GroupString', ...) called at
> /usr/local/share/perl5/HTML/Mason/Component.pm line 135****
>
>
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4e16e7c0)',
> 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5,
> 'GroupOp', 'LIKE', ...) called at
> /usr/local/share/perl5/HTML/Mason/Request.pm line 1297****
>
>         eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm
> line 1292****
>
>         HTML::Mason::Request::comp(undef, undef, undef, 'UserOp', 'LIKE',
> 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, ...) called at
> /usr/local/share/perl5/HTML/Mason/Request.pm line 481****
>
>         eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm
> line 481****
>
>         eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm
> line 433****
>
>
> HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x7fbc4fa53370)')
> called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 85****
>
>         eval {...} called at
> /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 85****
>
>
> HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x7fbc4fa53370)')
> called at /usr/local/share/perl5/HTML/Mason/Interp.pm line 342****
>
>         HTML::Mason::Interp::exec(undef, undef, 'UserOp', 'LIKE',
> 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'GroupOp', ...) called
> at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 48****
>
>         eval {...} called at
> /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 48****
>
>
> HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x7fbc4d42e258)',
> 'HTML::Mason::FakeApache=HASH(0x7fbc5000a380)', 'HASH(0x7fbc4fec58c0)')
> called at /usr/local/share/perl5/HTML/Mason/PSGIHandler/Streamy.pm line 52
> ****
>
>
> HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x7fbc50014e68)') called
> at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 255****
>
>         RT::Interface::Web::Handler::__ANON__('CODE(0x7fbc50014e68)')
> called at /usr/local/share/perl5/Plack/Util.pm line 324****
>
>         Plack::Util::__ANON__('CODE(0x7fbc4febe048)') called at
> /usr/local/share/perl5/Plack/Handler/Apache2.pm line 68****
>
>         Plack::Handler::Apache2::call_app('Plack::Handler::Apache2',
> 'Apache2::RequestRec=SCALAR(0x7fbc4fbb9fb8)', 'CODE(0x7fbc4cd08338)')
> called at /usr/local/share/perl5/Plack/Handler/Apache2.pm line 91****
>
>
> Plack::Handler::Apache2::handler('Apache2::RequestRec=SCALAR(0x7fbc4fbb9fb8)')
> called at -e line 0****
>
>         eval {...} called at -e line 0 (/usr/local/share/perl5/Carp.pm:103)
> ****
>
>
>  ======================================================================================================================================================
> ****
>
>  ****
>
> Any help would be greatly appreciated!****
>
>  ****
>
> Thanks,****
>
> Greg****
>
>  ****
>
>
>
> ****
>
> ** **
>
> --
> http://www.linkedin.com/in/paultomblin
> http://careers.stackoverflow.com/ptomblin****
>



-- 
http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin
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From beartham at gmail.com  Wed Jul 25 13:27:23 2012
From: beartham at gmail.com (Joseph Thames)
Date: Wed, 25 Jul 2012 13:27:23 -0400
Subject: [rt-users] Installing RT 3.8.12 on Centos 5.5
In-Reply-To: <1343192939.59784.YahooMailNeo@web133204.mail.ir2.yahoo.com>
References: <CACrX8gFu91WWKNUo=ALKVQapAsVYqCZmx8rGUb4hR1ikaXH6Bg@mail.gmail.com>
	<1343192939.59784.YahooMailNeo@web133204.mail.ir2.yahoo.com>
Message-ID: <CACrX8gHO4tZfW5tymkAKSvZHundjh472K2RZsKfQcnS7N+O55g@mail.gmail.com>

Asanka:

I tried this RT4-type vhost config like you suggested

<VirtualHost rt.metacalculus.net:80>
   ServerName rt.metacalculus.net
   ServerAdmin admin at rt.metacalculus.net
   DocumentRoot /opt/rt3/share/html
   AddDefaultCharSet UTF-8

   PerlRequire /opt/rt3/bin/webmux.pl
   <Location />
       Order Allow,Deny
       Allow from all
       SetHandler perl-script
       PerlResponseHandler Plack::Handler::Apache2
       PerlSetVar psgi_app /opt/rt3/sbin/rt-server
   </Location>
   <Perl>
      use Plack::Handler::Apache2;
      Plack::Handler::Apache2->preload("/opt/rt3/sbin/rt-server");
   </Perl>
</VirtualHost>

But when I tried to restart httpd I got this load error:
Error while loading /opt/rt3/sbin/rt-server: Bad arg length for
Socket::unpack_sockaddr_in, length is 28, should be 16 at
/usr/lib/perl5/5.8.8/i386-linux-thread-multi/Socket.pm line 370.
(/opt/rt3/bin/../lib/RT.pm:384)
(98)Address already in use: make_sock: could not bind to address [::]:80
(98)Address already in use: make_sock: could not bind to address 0.0.0.0:80
no listening sockets available, shutting down

Apparently an old bug (I've seen it reported on the web) that occurs
in this Plack::Handler::Apache2 preload but not when I use the
RT::Mason handler.

Thomas:

Since I can get a login window and bring up RT-at-a-glance LOCALLY, I
would prefer to stay with the Mason handler than jump to 4.0.6 and use
the Plack handler. The LOCAL/REMOTE browser difference seems like a
Mason wrapping-chain problem. Maybe I shoud try 3.8.13 before jumping.

Recommendations?

On 7/25/12, Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk> wrote:
> Hi Below is a section of my RT since I had something similar
>
> ?????? DocumentRoot /usr/local/rt-ora/share/html
>
> ??????? <Location />
> ??????????? Order allow,deny
> ??????????? Allow from all
>
> ??????????? SetHandler perl-script
> ??????????? PerlResponseHandler Plack::Handler::Apache2
> ??????????? PerlSetVar psgi_app /usr/local/rt-ora/sbin/rt-server
> ??????? </Location>
> ??????? <Perl>
> ??????????? use Plack::Handler::Apache2;
>
> Plack::Handler::Apache2->preload("/usr/local/rt-ora/sbin/rt-server");
> ??????? </Perl>
>
> </VirtualHost>
>
>
> Hope it helps
>
> Regards
>
>
>
> ________________________________
>  From: Joseph Thames <beartham at gmail.com>
> To: rt-users at lists.bestpractical.com
> Sent: Tuesday, 24 July 2012, 23:15
> Subject: [rt-users] Installing RT 3.8.12 on Centos 5.5
>
> Hello,
>
> I'm a Perl-skilled developer, new to RT, installing RT 3.8.12 on a
> CentOS 5.5 server. I was able to login to username=root
> password=password to bring up the RT-at-a-glance cite from a browser
> on the server.
>
> But when I try it from a browser on another client (Kubuntu 9.04) in
> my office with the same URL, I don't get a login window, but get he
> default (no website) response page from the server.
>
> I'm using the following vhost code in httpd.conf:
>
> <VirtualHost rt.metacalculus.net:80>
> ?  ServerName rt.metacalculus.net
> ?  ServerAdmin admin at rt.metacalculus.net
> ?  DocumentRoot /opt/rt3/share/html
> ?  AddDefaultCharSet UTF-8
>
> ?  PerlRequire /opt/rt3/bin/webmux.pl
> ?  <Directory /opt/rt3/share/html>
> ? ? ?  Order Allow,Deny
> ? ? ?  Allow from all
> ? ? ?  SetHandler perl-script
> ? ? ?  PerlResponseHandler RT::Mason
> ?  </Directory>
> </VirtualHost>
>
> When I look at the index.html page in the document root, I get the
> "You are almost there " message:
>
> "You haven't yet configured your webserver to run RT. You appear to
> have installed RT's web interface correctly, but haven't yet
> configured your web server to "run" the RT server which powers the web
> interface. The next step is to edit your webserver's configuration
> file to instruct it to use RT's mod_perl, FastCGI or SpeedyCGI
> handler. If you need commercial support, please contact us at
> sales at bestpractical.com."
>
> It seems there must be a problem with the Mason wrapping chain.
>
> Does anybody have a clue as to what is wrong?
>
> Thanks in advance,
>
> beartham
>
> --
> Joseph 'Bear' Thames
> MetaCalculus, LLC and Meta Science Foundation
> (505) 977-9024 - Cell Phone
> beartham at gmail.com


-- 
Joseph 'Bear' Thames
MetaCalculus, LLC and Meta Science Foundation
(505) 977-9024 - Cell Phone
beartham at gmail.com


From trs at bestpractical.com  Wed Jul 25 13:37:57 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 25 Jul 2012 10:37:57 -0700
Subject: [rt-users] Installing RT 3.8.12 on Centos 5.5
In-Reply-To: <CACrX8gHO4tZfW5tymkAKSvZHundjh472K2RZsKfQcnS7N+O55g@mail.gmail.com>
References: <CACrX8gFu91WWKNUo=ALKVQapAsVYqCZmx8rGUb4hR1ikaXH6Bg@mail.gmail.com>
	<1343192939.59784.YahooMailNeo@web133204.mail.ir2.yahoo.com>
	<CACrX8gHO4tZfW5tymkAKSvZHundjh472K2RZsKfQcnS7N+O55g@mail.gmail.com>
Message-ID: <50102EF5.1030608@bestpractical.com>

On 07/25/2012 10:27 AM, Joseph Thames wrote:
> Asanka:
> 
> I tried this RT4-type vhost config like you suggested

Asanka's suggestion was well intentioned, but you can't use an RT 4
config with an RT 3 install.  Don't bother trying to make it work.

> Thomas:
> 
> Since I can get a login window and bring up RT-at-a-glance LOCALLY, I
> would prefer to stay with the Mason handler than jump to 4.0.6 and use
> the Plack handler. The LOCAL/REMOTE browser difference seems like a
> Mason wrapping-chain problem. Maybe I shoud try 3.8.13 before jumping.

I think you missed my suggested fix to your config in my original response:

    <Directory /opt/rt3/share/html> should be <Location />

But again, there are very few good reasons to use 3.8 when setting up a
new install.  Why do you want to use a version that's only getting
security fixes and is slower than the current version?

If you insist for whatever reason on sticking with 3.8, at least use the
latest version in the series.


From vadud3 at gmail.com  Wed Jul 25 14:27:00 2012
From: vadud3 at gmail.com (Asif Iqbal)
Date: Wed, 25 Jul 2012 14:27:00 -0400
Subject: [rt-users] username same but realname and email is different for
 existing user compare to ldap attribute, caused create ticket failed
Message-ID: <CAOHBbgXperPHCY1=jcwC6_O6-88xAn423JQGtg+ruJmVQYpqNw@mail.gmail.com>

Hi

We started using external auth for ldap auth using
RT::Authen::ExternalAuth on RT 3.8.2 for more than a month.

Our company name changed, so the email domain name changed from
foo.com to bar.com

I have user with valid account
1893818 	muser 	"User, My" 	My.User at foo.com

But he failed to create a ticket since his email address is now My.User at bar.com

[Wed Jul 25 16:52:46 2012] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments:
Autocreated on ticket submission, Disa
bled: , EmailAddress: My.User at bar.com, Name: muser, Password: ,
Privileged: , RealName: My User (/opt/rt3/local/plugins/
RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:633)
[Wed Jul 25 16:52:46 2012] [crit]: User creation failed in
mailgateway: Name in use
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
[Wed Jul 25 16:52:46 2012] [warning]: Couldn't load user
'My.User at bar.com'.giving up
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:
806)
[Wed Jul 25 16:52:46 2012] [crit]: User  'My.User at example.com' could
not be loaded in the mail gateway (/opt/rt3/bin/../lib/RT/Inter
face/Email.pm:244)
[Wed Jul 25 16:52:46 2012] [error]: RT could not load a valid user,
and RT's configuration does not allow
for the creation of a new user for this email (My.User at example.com).

You might need to grant 'Everyone' the right 'CreateTicket' for the
queue syshelp. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
[Wed Jul 25 16:52:46 2012] [error]: RT could not load a valid user,
and RT's configuration does not allow
for the creation of a new user for your email.
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
[Wed Jul 25 16:52:46 2012] [error]: Could not record email: Could not
load a valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75
)


Should I change the matching restriction on the config file from

                # to just the Name and EmailAddress to save
encountering problems later.
                'attr_match_list'    =>         [       'Name',
                                                        'EmailAddress',
                                                        'RealName',
                                                ],
                # The mapping of RT attributes on to LDAP attributes
                'attr_map'                  =>  {       'Name' => 'uid',
                                                        'EmailAddress'
=> 'mail',
                                                        'RealName' => 'cn',
                                                }


to just username which never changed ?

                # to just the Name and EmailAddress to save
encountering problems later.
                'attr_match_list'    =>         [       'Name',

                                                ],
                # The mapping of RT attributes on to LDAP attributes
                'attr_map'                  =>  {       'Name' => 'uid',

                                                }

In this case user real name (cn) is different in ldap that auto
created real name that was picked up from email address.

Please advise.


--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?


From ktm at rice.edu  Wed Jul 25 14:59:38 2012
From: ktm at rice.edu (ktm at rice.edu)
Date: Wed, 25 Jul 2012 13:59:38 -0500
Subject: [rt-users] username same but realname and email is different
 for existing user compare to ldap attribute, caused create ticket failed
In-Reply-To: <CAOHBbgXperPHCY1=jcwC6_O6-88xAn423JQGtg+ruJmVQYpqNw@mail.gmail.com>
References: <CAOHBbgXperPHCY1=jcwC6_O6-88xAn423JQGtg+ruJmVQYpqNw@mail.gmail.com>
Message-ID: <20120725185938.GT15829@aart.rice.edu>

On Wed, Jul 25, 2012 at 02:27:00PM -0400, Asif Iqbal wrote:
> Hi
> 
> We started using external auth for ldap auth using
> RT::Authen::ExternalAuth on RT 3.8.2 for more than a month.
> 
> Our company name changed, so the email domain name changed from
> foo.com to bar.com
> 
> I have user with valid account
> 1893818 	muser 	"User, My" 	My.User at foo.com
> 
> But he failed to create a ticket since his email address is now My.User at bar.com
> 
> [Wed Jul 25 16:52:46 2012] [info]:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments:
> Autocreated on ticket submission, Disa
> bled: , EmailAddress: My.User at bar.com, Name: muser, Password: ,
> Privileged: , RealName: My User (/opt/rt3/local/plugins/
> RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:633)
> [Wed Jul 25 16:52:46 2012] [crit]: User creation failed in
> mailgateway: Name in use
> (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
> [Wed Jul 25 16:52:46 2012] [warning]: Couldn't load user
> 'My.User at bar.com'.giving up
> (/opt/rt3/bin/../lib/RT/Interface/Email.pm:
> 806)
> [Wed Jul 25 16:52:46 2012] [crit]: User  'My.User at example.com' could
> not be loaded in the mail gateway (/opt/rt3/bin/../lib/RT/Inter
> face/Email.pm:244)
> [Wed Jul 25 16:52:46 2012] [error]: RT could not load a valid user,
> and RT's configuration does not allow
> for the creation of a new user for this email (My.User at example.com).
> 
> You might need to grant 'Everyone' the right 'CreateTicket' for the
> queue syshelp. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
> [Wed Jul 25 16:52:46 2012] [error]: RT could not load a valid user,
> and RT's configuration does not allow
> for the creation of a new user for your email.
> (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
> [Wed Jul 25 16:52:46 2012] [error]: Could not record email: Could not
> load a valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75
> )
> 
> 
> Should I change the matching restriction on the config file from
> 
>                 # to just the Name and EmailAddress to save
> encountering problems later.
>                 'attr_match_list'    =>         [       'Name',
>                                                         'EmailAddress',
>                                                         'RealName',
>                                                 ],
>                 # The mapping of RT attributes on to LDAP attributes
>                 'attr_map'                  =>  {       'Name' => 'uid',
>                                                         'EmailAddress'
> => 'mail',
>                                                         'RealName' => 'cn',
>                                                 }
> 
> 
> to just username which never changed ?
> 
>                 # to just the Name and EmailAddress to save
> encountering problems later.
>                 'attr_match_list'    =>         [       'Name',
> 
>                                                 ],
>                 # The mapping of RT attributes on to LDAP attributes
>                 'attr_map'                  =>  {       'Name' => 'uid',
> 
>                                                 }
> 
> In this case user real name (cn) is different in ldap that auto
> created real name that was picked up from email address.
> 
> Please advise.
> 

We added an LDAP lookup and some logic to CanonicalizeEmailAddress()
to map both the old and new Email addresses to the new Email address
and allow both to be valid for ticket creation. In our case we were
having different valid addresses due to users changing their preferred
Email address. The change hit LDAP first and only hit RT during the
nightly update.

Regards,
Ken


From vadud3 at gmail.com  Wed Jul 25 15:13:21 2012
From: vadud3 at gmail.com (Asif Iqbal)
Date: Wed, 25 Jul 2012 15:13:21 -0400
Subject: [rt-users] username same but realname and email is different
 for existing user compare to ldap attribute, caused create ticket failed
In-Reply-To: <20120725185938.GT15829@aart.rice.edu>
References: <CAOHBbgXperPHCY1=jcwC6_O6-88xAn423JQGtg+ruJmVQYpqNw@mail.gmail.com>
	<20120725185938.GT15829@aart.rice.edu>
Message-ID: <CAOHBbgWFocYaj1acv1fvANnz8fG7yD9Zn=ZpKqyd5ExEXjBS+w@mail.gmail.com>

On Wed, Jul 25, 2012 at 2:59 PM, ktm at rice.edu <ktm at rice.edu> wrote:
> On Wed, Jul 25, 2012 at 02:27:00PM -0400, Asif Iqbal wrote:
>> Hi
>>
>> We started using external auth for ldap auth using
>> RT::Authen::ExternalAuth on RT 3.8.2 for more than a month.
>>
>> Our company name changed, so the email domain name changed from
>> foo.com to bar.com
>>
>> I have user with valid account
>> 1893818       muser   "User, My"      My.User at foo.com
>>
>> But he failed to create a ticket since his email address is now My.User at bar.com
>>
>> [Wed Jul 25 16:52:46 2012] [info]:
>> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments:
>> Autocreated on ticket submission, Disa
>> bled: , EmailAddress: My.User at bar.com, Name: muser, Password: ,
>> Privileged: , RealName: My User (/opt/rt3/local/plugins/
>> RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:633)
>> [Wed Jul 25 16:52:46 2012] [crit]: User creation failed in
>> mailgateway: Name in use
>> (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
>> [Wed Jul 25 16:52:46 2012] [warning]: Couldn't load user
>> 'My.User at bar.com'.giving up
>> (/opt/rt3/bin/../lib/RT/Interface/Email.pm:
>> 806)
>> [Wed Jul 25 16:52:46 2012] [crit]: User  'My.User at example.com' could
>> not be loaded in the mail gateway (/opt/rt3/bin/../lib/RT/Inter
>> face/Email.pm:244)
>> [Wed Jul 25 16:52:46 2012] [error]: RT could not load a valid user,
>> and RT's configuration does not allow
>> for the creation of a new user for this email (My.User at example.com).
>>
>> You might need to grant 'Everyone' the right 'CreateTicket' for the
>> queue syshelp. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
>> [Wed Jul 25 16:52:46 2012] [error]: RT could not load a valid user,
>> and RT's configuration does not allow
>> for the creation of a new user for your email.
>> (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
>> [Wed Jul 25 16:52:46 2012] [error]: Could not record email: Could not
>> load a valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75
>> )
>>
>>
>> Should I change the matching restriction on the config file from
>>
>>                 # to just the Name and EmailAddress to save
>> encountering problems later.
>>                 'attr_match_list'    =>         [       'Name',
>>                                                         'EmailAddress',
>>                                                         'RealName',
>>                                                 ],
>>                 # The mapping of RT attributes on to LDAP attributes
>>                 'attr_map'                  =>  {       'Name' => 'uid',
>>                                                         'EmailAddress'
>> => 'mail',
>>                                                         'RealName' => 'cn',
>>                                                 }
>>
>>
>> to just username which never changed ?
>>
>>                 # to just the Name and EmailAddress to save
>> encountering problems later.
>>                 'attr_match_list'    =>         [       'Name',
>>
>>                                                 ],
>>                 # The mapping of RT attributes on to LDAP attributes
>>                 'attr_map'                  =>  {       'Name' => 'uid',
>>
>>                                                 }
>>
>> In this case user real name (cn) is different in ldap that auto
>> created real name that was picked up from email address.
>>
>> Please advise.
>>
>
> We added an LDAP lookup and some logic to CanonicalizeEmailAddress()
> to map both the old and new Email addresses to the new Email address
> and allow both to be valid for ticket creation. In our case we were
> having different valid addresses due to users changing their preferred
> Email address. The change hit LDAP first and only hit RT during the
> nightly update.

that's what I asked in #rt channel and got no response. so kind a like
pam stacking.

check ldap, if fails then check local. make sense. is it possible to
share that snippet?


>
> Regards,
> Ken



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?


From trs at bestpractical.com  Wed Jul 25 15:14:34 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 25 Jul 2012 12:14:34 -0700
Subject: [rt-users] username same but realname and email is different
 for existing user compare to ldap attribute, caused create ticket failed
In-Reply-To: <CAOHBbgXperPHCY1=jcwC6_O6-88xAn423JQGtg+ruJmVQYpqNw@mail.gmail.com>
References: <CAOHBbgXperPHCY1=jcwC6_O6-88xAn423JQGtg+ruJmVQYpqNw@mail.gmail.com>
Message-ID: <5010459A.30001@bestpractical.com>

On 07/25/2012 11:27 AM, Asif Iqbal wrote:
> Should I change the matching restriction on the config file from
> 
>                 # to just the Name and EmailAddress to save
> encountering problems later.
>                 'attr_match_list'    =>         [       'Name',
>                                                         'EmailAddress',
>                                                         'RealName',
>                                                 ],

Don't change attr_map, it's not used for auth just updating info.
attr_match_list should almost never contain RealName.  Read the comment
right above it, the last line of which you pasted above and recommends
changing the example "to just Name and EmailAddress to save encountering
problems later".


From vadud3 at gmail.com  Wed Jul 25 15:17:44 2012
From: vadud3 at gmail.com (Asif Iqbal)
Date: Wed, 25 Jul 2012 15:17:44 -0400
Subject: [rt-users] username same but realname and email is different
 for existing user compare to ldap attribute, caused create ticket failed
In-Reply-To: <5010459A.30001@bestpractical.com>
References: <CAOHBbgXperPHCY1=jcwC6_O6-88xAn423JQGtg+ruJmVQYpqNw@mail.gmail.com>
	<5010459A.30001@bestpractical.com>
Message-ID: <CAOHBbgWAFJ0vAmKESS2bFwTif5uCnMxgTpxagwJA4W9N78pbAw@mail.gmail.com>

On Wed, Jul 25, 2012 at 3:14 PM, Thomas Sibley <trs at bestpractical.com> wrote:
> On 07/25/2012 11:27 AM, Asif Iqbal wrote:
>> Should I change the matching restriction on the config file from
>>
>>                 # to just the Name and EmailAddress to save
>> encountering problems later.
>>                 'attr_match_list'    =>         [       'Name',
>>                                                         'EmailAddress',
>>                                                         'RealName',
>>                                                 ],
>
> Don't change attr_map, it's not used for auth just updating info.
> attr_match_list should almost never contain RealName.  Read the comment
> right above it, the last line of which you pasted above and recommends
> changing the example "to just Name and EmailAddress to save encountering
> problems later".

What was I thinking :-) . Thanks!

Also looking for a tip on how to do match
email address to ldap first and if fails check with existing email of that Name.

I have lots of "existing" user in RT with old email from years ago and
new email with new company name.


-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?


From ktm at rice.edu  Wed Jul 25 15:26:00 2012
From: ktm at rice.edu (ktm at rice.edu)
Date: Wed, 25 Jul 2012 14:26:00 -0500
Subject: [rt-users] username same but realname and email is different
 for existing user compare to ldap attribute, caused create ticket failed
In-Reply-To: <CAOHBbgWAFJ0vAmKESS2bFwTif5uCnMxgTpxagwJA4W9N78pbAw@mail.gmail.com>
References: <CAOHBbgXperPHCY1=jcwC6_O6-88xAn423JQGtg+ruJmVQYpqNw@mail.gmail.com>
	<5010459A.30001@bestpractical.com>
	<CAOHBbgWAFJ0vAmKESS2bFwTif5uCnMxgTpxagwJA4W9N78pbAw@mail.gmail.com>
Message-ID: <20120725192600.GU15829@aart.rice.edu>

On Wed, Jul 25, 2012 at 03:17:44PM -0400, Asif Iqbal wrote:
> On Wed, Jul 25, 2012 at 3:14 PM, Thomas Sibley <trs at bestpractical.com> wrote:
> > On 07/25/2012 11:27 AM, Asif Iqbal wrote:
> >> Should I change the matching restriction on the config file from
> >>
> >>                 # to just the Name and EmailAddress to save
> >> encountering problems later.
> >>                 'attr_match_list'    =>         [       'Name',
> >>                                                         'EmailAddress',
> >>                                                         'RealName',
> >>                                                 ],
> >
> > Don't change attr_map, it's not used for auth just updating info.
> > attr_match_list should almost never contain RealName.  Read the comment
> > right above it, the last line of which you pasted above and recommends
> > changing the example "to just Name and EmailAddress to save encountering
> > problems later".
> 
> What was I thinking :-) . Thanks!
> 
> Also looking for a tip on how to do match
> email address to ldap first and if fails check with existing email of that Name.
> 
> I have lots of "existing" user in RT with old email from years ago and
> new email with new company name.
> 

Here is our version of local/lib/RT/User_Local.pm for RT 3.8.12
which should be really close to what you need.

Regards,
Ken

--------------local/lib/RT/User_Local.pm------------------------
no warnings qw(redefine);

use Digest::MD5;
use RT::Principals;
use RT::ACE;
use RT::Interface::Email;
use Encode;

use Net::LDAP;
use Net::LDAP::Constant qw(LDAP_SUCCESS LDAP_PARTIAL_RESULTS);
use Net::LDAP::Util qw (ldap_error_name);
use Net::LDAP::Filter;

sub Create {
    my $self = shift;
    my %args = (
        Privileged => 0,
        Disabled => 0,
        EmailAddress => '',
        _RecordTransaction => 1,
        @_    # get the real argumentlist
    );

    # remove the value so it does not cripple SUPER::Create
    my $record_transaction = delete $args{'_RecordTransaction'};

    #Check the ACL
    unless ( $self->CurrentUser->HasRight(Right => 'AdminUsers', Object => $RT::System) ) {
        return ( 0, $self->loc('Permission Denied') );
    }


    unless ($self->CanonicalizeUserInfo(\%args)) {
        return ( 0, $self->loc("Could not set user info") );
    }

    $args{'EmailAddress'} = $self->CanonicalizeEmailAddress($args{'EmailAddress'});

    # if the user doesn't have a name defined, set it to the email address
    $args{'Name'} = $args{'EmailAddress'} unless ($args{'Name'});



    my $privileged = delete $args{'Privileged'};


    if ($args{'CryptedPassword'} ) {
        $args{'Password'} = $args{'CryptedPassword'};
        delete $args{'CryptedPassword'};
    }
    elsif ( !$args{'Password'} ) {
        $args{'Password'} = '*NO-PASSWORD*';
    }
    elsif ( length( $args{'Password'} ) < RT->Config->Get('MinimumPasswordLength') ) {
        return ( 0, $self->loc("Password needs to be at least [_1] characters long",RT->Config->Get('MinimumPasswordLength')) );
    }

    else {
        $args{'Password'} = $self->_GeneratePassword($args{'Password'});
    }

    #TODO Specify some sensible defaults.

    unless ( $args{'Name'} ) {
        return ( 0, $self->loc("Must specify 'Name' attribute") );
    }

#   We cannot assume uniqueness of Name for global RT use. ktm - 20091104
#   #SANITY CHECK THE NAME AND ABORT IF IT'S TAKEN
#   if ($RT::SystemUser) {   #This only works if RT::SystemUser has been defined
#       my $TempUser = RT::User->new($RT::SystemUser);
#       $TempUser->Load( $args{'Name'} );
#       return ( 0, $self->loc('Name in use') ) if ( $TempUser->Id );
#
#       my ($val, $message) = $self->ValidateEmailAddress( $args{'EmailAddress'} );
#       return (0, $message) unless ( $val );
#   }
#   else {
#       $RT::Logger->warning( "$self couldn't check for pre-existing users");
#   }


    $RT::Handle->BeginTransaction();
    # Groups deal with principal ids, rather than user ids.
    # When creating this user, set up a principal Id for it.
    my $principal = RT::Principal->new($self->CurrentUser);
    my $principal_id = $principal->Create(PrincipalType => 'User',
                                Disabled => $args{'Disabled'},
                                ObjectId => '0');
    # If we couldn't create a principal Id, get the fuck out.
    unless ($principal_id) {
        $RT::Handle->Rollback();
        $RT::Logger->crit("Couldn't create a Principal on new user create.");
        $RT::Logger->crit("Strange things are afoot at the circle K");
        return ( 0, $self->loc('Could not create user') );
    }

    $principal->__Set(Field => 'ObjectId', Value => $principal_id);
    delete $args{'Disabled'};

    $self->SUPER::Create(id => $principal_id , %args);
    my $id = $self->Id;

    #If the create failed.
    unless ($id) {
        $RT::Handle->Rollback();
        $RT::Logger->error("Could not create a new user - " .join('-', %args));

        return ( 0, $self->loc('Could not create user') );
    }

    my $aclstash = RT::Group->new($self->CurrentUser);
    my $stash_id = $aclstash->_CreateACLEquivalenceGroup($principal);

    unless ($stash_id) {
        $RT::Handle->Rollback();
        $RT::Logger->crit("Couldn't stash the user in groupmembers");
        return ( 0, $self->loc('Could not create user') );
    }


    my $everyone = RT::Group->new($self->CurrentUser);
    $everyone->LoadSystemInternalGroup('Everyone');
    unless ($everyone->id) {
        $RT::Logger->crit("Could not load Everyone group on user creation.");
        $RT::Handle->Rollback();
        return ( 0, $self->loc('Could not create user') );
    }


    my ($everyone_id, $everyone_msg) = $everyone->_AddMember( InsideTransaction => 1, PrincipalId => $self->PrincipalId);
    unless ($everyone_id) {
        $RT::Logger->crit("Could not add user to Everyone group on user creation.");
        $RT::Logger->crit($everyone_msg);
        $RT::Handle->Rollback();
        return ( 0, $self->loc('Could not create user') );
    }


    my $access_class = RT::Group->new($self->CurrentUser);
    if ($privileged)  {
        $access_class->LoadSystemInternalGroup('Privileged');
    } else {
        $access_class->LoadSystemInternalGroup('Unprivileged');
    }

    unless ($access_class->id) {
        $RT::Logger->crit("Could not load Privileged or Unprivileged group on user creation");
        $RT::Handle->Rollback();
        return ( 0, $self->loc('Could not create user') );
    }


    my ($ac_id, $ac_msg) = $access_class->_AddMember( InsideTransaction => 1, PrincipalId => $self->PrincipalId);  

    unless ($ac_id) {
        $RT::Logger->crit("Could not add user to Privileged or Unprivileged group on user creation. Aborted");
        $RT::Logger->crit($ac_msg);
        $RT::Handle->Rollback();
        return ( 0, $self->loc('Could not create user') );
    }


    if ( $record_transaction ) {
    $self->_NewTransaction( Type => "Create" );
    }

    $RT::Handle->Commit;

    return ( $id, $self->loc('User created') );
}

sub CanonicalizeEmailAddress {
    my $self = shift;
    my $email = shift;

    # Leave some addresses intact
    if ( $email =~ /[\w-]+\@pager.rice.edu$/ ) {
        return ($email);
    }
    if ( $email =~ /[\w-]+\@help.rice.edu$/ ) {
        return ($email);
    }
    if ( $email =~ /[\w-]+\@alumni.rice.edu$/ ) {
        return ($email);
    }

    # Example: the following rule would treat all email
    # coming from a subdomain as coming from second level domain
    # foo.com
    if ( my $match   = RT->Config->Get('CanonicalizeEmailAddressMatch') and
         my $replace = RT->Config->Get('CanonicalizeEmailAddressReplace') )
    {
        $email =~ s/$match/$replace/gi;
    }
    $email .= '@rice.edu' if ($email =~ /^[\w-]+$/);

    #
    # Now we should have an Email address that is of the form addr at rice.edu
    # Use LDAP to map this to the primary vanity Email alias.

    my $ldap = new Net::LDAP($RT::LdapServer)
      or $RT::Logger->critical("CanonicalizeEmailAddress: Cannot connect to LDAP\n"),
        return ($email);

    # We need to use a bind credential. ktm - 20120410

    my $mesg = $ldap->start_tls; # turn on TLS or service token bind

    $mesg = $ldap->bind($RT::LdapUser, password => $RT::LdapPass);

    if ($mesg->code != LDAP_SUCCESS) {
      $RT::Logger->critical("CanonicalizeEmailAddress: Unable to bind to $RT::LdapServer: ",
        ldap_error_name($mesg->code), "\n");

      return ($email);
    }

    # First check to see if the E-mail address uniquely characterizes the
    # user. If so, update the information with the LDAP query results.
    my $filter = "(mailAlternateAddress=$email)";
    $mesg = $ldap->search(base   => $RT::LdapBase,
                          filter => $filter,
                          attrs  => [ $RT::LdapMailAttr, $RT::LdapUidAttr ]);

    if ($mesg->code != LDAP_SUCCESS and $mesg->code != LDAP_PARTIAL_RESULTS)  {
      $RT::Logger->critical("Unable to search in LDAP: ", ldap_error_name($mesg->code), "\n");

      return ($email);
    }

    # The search succeeded with just one match. The value returned is the current primary
    # Email address in the LDAP directory. Check the Email address loaded by LdapUidAttr
    # and if it is different, use it instead of the new primary Email address. This will
    # prevent ticket creation problems caused by the fact the we only sync with LDAP
    # once a day.
    if ($mesg->count == 1) {
      my $User = new RT::User($RT::SystemUser);
      my $uid = ($mesg->first_entry->get_value($RT::LdapUidAttr))[0];
      $email = ($mesg->first_entry->get_value($RT::LdapMailAttr))[0];

      $User->Load($uid);

      # Check to see if we found a user, if so get the account's Email address
      if ($User->id > 0) {
        my $email_rt = $User->EmailAddress;

        # If the Email address is not the current preferred Email address return the
        # old address. This will allow tickets to be created until the LDAP is sync-ed
        # each night.
        if ($email ne $email_rt) {
          $RT::Logger->warning("Returning Email from RT:$email_rt not LDAP:$email\n");
          $email = $email_rt;
        }
      }
    }

    $mesg = $ldap->unbind();
    if ($mesg->code != LDAP_SUCCESS) {
      $RT::Logger->critical("Could not unbind from LDAP: ", ldap_error_name($mesg->code), "\n");

    }
    undef $ldap;
    undef $mesg;

    return ($email);
}

=head2 CanonicalizeUserInfo HASH of ARGS

CanonicalizeUserInfo can convert all User->Create options.
it takes a hashref of all the params sent to User->Create and
returns that same hash, by default nothing is done.

This function is intended to allow users to have their info looked up via
an outside source and modified upon creation.

=cut

sub CanonicalizeUserInfo {
    my $self = shift;
    my $args = shift;
    my $success = 1;

    return ($success);
}

1;


--------------local/lib/RT/User_Local.pm------------------------
> 
> -- 
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
> 


From trs at bestpractical.com  Wed Jul 25 15:29:07 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 25 Jul 2012 12:29:07 -0700
Subject: [rt-users] Inline screenshots
In-Reply-To: <34200036.post@talk.nabble.com>
References: <34200036.post@talk.nabble.com>
Message-ID: <50104903.7080006@bestpractical.com>

On 07/25/2012 01:41 AM, gmadesoft wrote:
> Could you tell us what local variable you mean? 

Local *overlay*, not variable.  Something like the following (untested)
dropped into /opt/rt4/local/lib/RT/Interface/Web_Local.pm:

use strict;
use warnings;
package HTML::Mason::Commands;
our %SCRUBBER_RULES;
$SCRUBBER_RULES{img} = {
    src => qr{^data:image/}i,
    alt => 1,
    '*' => 0,
};
1;

In 4.2 we should have most images displayed inline the message body by
default.

> there isn't the release note for the 4.0.6 in the web page.

Yeah, we really should get the release notes up on the main website.
They _are_ archived from the mailing list:
http://lists.bestpractical.com/pipermail/rt-announce/2012-May/000204.html


From trs at bestpractical.com  Wed Jul 25 15:31:48 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 25 Jul 2012 12:31:48 -0700
Subject: [rt-users] username same but realname and email is different
 for existing user compare to ldap attribute, caused create ticket failed
In-Reply-To: <20120725192600.GU15829@aart.rice.edu>
References: <CAOHBbgXperPHCY1=jcwC6_O6-88xAn423JQGtg+ruJmVQYpqNw@mail.gmail.com>
	<5010459A.30001@bestpractical.com>
	<CAOHBbgWAFJ0vAmKESS2bFwTif5uCnMxgTpxagwJA4W9N78pbAw@mail.gmail.com>
	<20120725192600.GU15829@aart.rice.edu>
Message-ID: <501049A4.7060303@bestpractical.com>

On 07/25/2012 12:26 PM, ktm at rice.edu wrote:
> #   We cannot assume uniqueness of Name for global RT use. ktm - 20091104
> #   #SANITY CHECK THE NAME AND ABORT IF IT'S TAKEN
> #   if ($RT::SystemUser) {   #This only works if RT::SystemUser has been defined
> #       my $TempUser = RT::User->new($RT::SystemUser);
> #       $TempUser->Load( $args{'Name'} );
> #       return ( 0, $self->loc('Name in use') ) if ( $TempUser->Id );
> #
> #       my ($val, $message) = $self->ValidateEmailAddress( $args{'EmailAddress'} );
> #       return (0, $message) unless ( $val );
> #   }
> #   else {
> #       $RT::Logger->warning( "$self couldn't check for pre-existing users");
> #   }

Ken, I only took a quick skim of your overlay once I noticed you were
overriding RT::User::Create.  The above commented out block is bound to
cause lots of problems in RT.


From ktm at rice.edu  Wed Jul 25 16:09:45 2012
From: ktm at rice.edu (ktm at rice.edu)
Date: Wed, 25 Jul 2012 15:09:45 -0500
Subject: [rt-users] username same but realname and email is different
 for existing user compare to ldap attribute, caused create ticket failed
In-Reply-To: <501049A4.7060303@bestpractical.com>
References: <CAOHBbgXperPHCY1=jcwC6_O6-88xAn423JQGtg+ruJmVQYpqNw@mail.gmail.com>
	<5010459A.30001@bestpractical.com>
	<CAOHBbgWAFJ0vAmKESS2bFwTif5uCnMxgTpxagwJA4W9N78pbAw@mail.gmail.com>
	<20120725192600.GU15829@aart.rice.edu>
	<501049A4.7060303@bestpractical.com>
Message-ID: <20120725200945.GV15829@aart.rice.edu>

On Wed, Jul 25, 2012 at 12:31:48PM -0700, Thomas Sibley wrote:
> On 07/25/2012 12:26 PM, ktm at rice.edu wrote:
> > #   We cannot assume uniqueness of Name for global RT use. ktm - 20091104
> > #   #SANITY CHECK THE NAME AND ABORT IF IT'S TAKEN
> > #   if ($RT::SystemUser) {   #This only works if RT::SystemUser has been defined
> > #       my $TempUser = RT::User->new($RT::SystemUser);
> > #       $TempUser->Load( $args{'Name'} );
> > #       return ( 0, $self->loc('Name in use') ) if ( $TempUser->Id );
> > #
> > #       my ($val, $message) = $self->ValidateEmailAddress( $args{'EmailAddress'} );
> > #       return (0, $message) unless ( $val );
> > #   }
> > #   else {
> > #       $RT::Logger->warning( "$self couldn't check for pre-existing users");
> > #   }
> 
> Ken, I only took a quick skim of your overlay once I noticed you were
> overriding RT::User::Create.  The above commented out block is bound to
> cause lots of problems in RT.
> 

I may be misremembering, but I ended up commenting this out because the
ability to change an Email address in the LDAP directory took place
immediately so RT ended up thinking that Email address could not be
created since it already existed. We are getting ready to upgrade to
3.8.12 from 3.8.5 and I will see if my recent changes to the
CanonicalizeEmailAddress() have addressed this problem.

Regards,
Ken


From al.scotto at reply.it  Wed Jul 25 16:11:55 2012
From: al.scotto at reply.it (Scotto Alberto)
Date: Wed, 25 Jul 2012 20:11:55 +0000
Subject: [rt-users] R:  Marking a Ticket as "Read"
In-Reply-To: <CAG27QgTGfPnFFmUD1PFAP-Q9So_qSseRq683nijEowtkY3Qc0g@mail.gmail.com>
References: <CAG27QgTGfPnFFmUD1PFAP-Q9So_qSseRq683nijEowtkY3Qc0g@mail.gmail.com>
Message-ID: <C8B8517ADA90DB40A482797D59EB83895FAD518B@CED01MBXS08.replynet.prv>

Hi Tim,

there's an option you have to enable in RT_SiteConfig


=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, 1);



________________________________________
Inizio: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] per conto di Tim Gustafson [tjg at soe.ucsc.edu]
Inviato: mercoled? 25 luglio 2012 17.21
Fine: rt-users at lists.bestpractical.com
Oggetto: [rt-users] Marking a Ticket as "Read"

I just upgraded from 3.8 to 4.0, and I notice something missing: when
a ticket had new comments on it before, there used to be a link at the
top of the page that said "show new comments", followed by another one
that said "show new comments and mark them all as read", or something
to that effect.  I don't see that anymore, and now I have a bunch of
tickets with new comments and no way to mark them as read.

Where did this functionality move to?  I rely on it to know which of
my tickets have had activity since the last time I looked at it.

Thanks!

--

Tim Gustafson
tjg at soe.ucsc.edu
831-459-5354
Baskin Engineering, Room 313A


Alberto Scotto

Blue Reply
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.scotto at reply.it
www.reply.it


________________________________

--
The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.


From srinivasandba at yahoo.com  Wed Jul 25 16:16:50 2012
From: srinivasandba at yahoo.com (SriniDBA)
Date: Wed, 25 Jul 2012 13:16:50 -0700 (PDT)
Subject: [rt-users] Re quest Tracker 4.0.6 Installation on Redhat Linux 5.7
Message-ID: <34194196.post@talk.nabble.com>


Hello all,


Have any one installed RT 4.0.6 on RHEL 5.7 ?
Can you provide me the steps?

Is that mandatory to install using root id? can we install from a non root
a/c?


Thanks in advance.

Srini
-- 
View this message in context: http://old.nabble.com/Request-Tracker-4.0.6-Installation-on-Redhat-Linux-5.7-tp34194196p34194196.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From alexmv at bestpractical.com  Wed Jul 25 16:17:23 2012
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 25 Jul 2012 13:17:23 -0700
Subject: [rt-users] [rt-announce] Security vulnerabilities in three commonly
	deployed	RT extensions
Message-ID: <1343247443.3279.54.camel@umgah.localdomain>

We have determined a number of security vulnerabilities in commonly
installed RT extensions, enumerated below.  You can determine which, if
any, of these extensions your RT installation is using by navigating to
Configuration -> Tools -> System Configuration, and examining the
"Plugins" configuration setting.

We have released updated versions of each vulnerable extension.
Installation instructions for each are included in a README file in each
extension's tarball.  You need only download and upgrade these
extensions if you have a previous version of them installed; RT
installations with none of the below extensions installed are not
vulnerable, and do not need to take action.


RT::Authen::ExternalAuth 0.10 and below (for all versions of RT) are
vulnerable to an escalation of privilege attack where the URL of a RSS
feed of the user can be used to acquire a fully logged-in session as
that user.  CVE-2012-2770 has been assigned to this vulnerability.

Users of RT 3.8.2 and above should upgrade to RT::Authen::ExternalAuth
0.11, which resolves this vulnerability.  Because users of RT 3.8.1
cannot run RT::Authen::ExternalAuth later then 0.08 (due to bugs in
plugin handling code in RT 3.8.1), we are also providing a patch which
applies to RT::Authen::ExternalAuth 0.08.  This patch should only be
applied if you are running RT 3.8.1 and RT::Authen::ExternalAuth 0.08.
Instructions for applying the patch can be found in the patch file
itself.

  http://cpan.metacpan.org/authors/id/A/AL/ALEXMV/RT-Authen-ExternalAuth-0.11.tar.gz
  http://download.bestpractical.com/pub/rt/release/rt-authen-externalauth-0.08.patch
  http://download.bestpractical.com/pub/rt/release/rt-authen-externalauth-0.08.patch.asc

  33ade803072d0ee6fff96f12969c1d4390b1211e  RT-Authen-ExternalAuth-0.11.tar.gz
  0d8057031b4115c2eb9dcc9ec43400ddea49afed  rt-authen-externalauth-0.08.patch
  31043b1c139487ae9ca1f8e3184493c077580b92  rt-authen-externalauth-0.08.patch.asc


RT::FM versions 2.0.4 through 2.4.3, inclusive, are vulnerable to
multiple cross-site scripting (XSS) attacks in the topic administration
page.  CVE-2012-2768 has been assigned to this vulnerability.  This
release also includes updates for compatibility with RT 3.8.12.  As RT
4.0 and above bundle RT::FM's functionality, and resolved this
vulnerability in RT 4.0.6, this update is only applicable to
installations of RT 3.8.

  http://download.bestpractical.com/pub/rt/release/RTFM-2.4.4.tar.gz
  http://download.bestpractical.com/pub/rt/release/RTFM-2.4.4.tar.gz.asc

  abebd875d6d37b7d7ce3135952e23d8427b685c9  RTFM-2.4.4.tar.gz
  5f5e55ec9a8ee03c3f444c502012b1b958d4412c  RTFM-2.4.4.tar.gz.asc


RT::Extension::MobileUI 1.01 and below are vulnerable to multiple
cross-site scripting (XSS) attacks.  CVE-2012-2769 has been assigned to
this vulnerability.  As RT 4.0 and above bundle
RT::Extension::MobileUI's functionality, and resolved this vulnerability
in RT 4.0.6, this update is only applicable to installations of RT 3.8.

  http://cpan.metacpan.org/authors/id/A/AL/ALEXMV/RT-Extension-MobileUI-1.02.tar.gz

  4f97065fab28c3e875393a6aeb61c3d3bb7bb3be  RT-Extension-MobileUI-1.02.tar.gz



The README in each tarball contains instructions for upgrading the
extension.  If you need help resolving this issue locally, we will
provide discounted pricing for single-incident support; please contact
us at sales at bestpractical.com for more information.

 - Alex
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_______________________________________________
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rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce

From michele.pinassi at unisi.it  Thu Jul 26 03:34:34 2012
From: michele.pinassi at unisi.it (Michele Pinassi)
Date: Thu, 26 Jul 2012 09:34:34 +0200
Subject: [rt-users] Looping of RT bounce
Message-ID: <5010F30A.8000505@unisi.it>

Hi all,

sometimes happens that my RT system start sending a lot of "RT Bounces".
On rt.log i got:

[Wed Jul 25 13:44:56 2012] [crit]: RT Received mail
(<20120725134439.CF23F1ED8 at xxxx.unisi.it>
) from itself. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1796)
[Wed Jul 25 13:44:56 2012] [crit]: RT thinks this message may be a
bounce (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245)
[Wed Jul 25 13:44:56 2012] [error]: Could not record email: Message
Bounced (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75)

on mail.log (i use postfix) i have:

Jul 25 15:44:37 tickets postfix/qmgr[31774]: 63F161EDA: from=<>,
size=175692, nrcpt=1 (queue active)
Jul 25 15:44:39 tickets postfix/local[31789]: 63F161EDA:
to=<centralino at xxxx.unisi.it>, relay=local, delay=2.6,
delays=0.09/0/0/2.5, dsn=2.0.0, status=sent (delivered to command:
/opt/rt4/bin/rt-mailgate --queue Centralino --action correspond --url
https://xxxx.unisi.it/)
Jul 25 15:44:39 tickets postfix/qmgr[31774]: 63F161EDA: removed

in infinite loop that flood our mail system.

How i can solve this ?

Thanks, Michele

-- 
Dott. Michele Pinassi
Responsabile Telefonia di Ateneo
Servizio Reti, Sistemi e Sicurezza Informatica - Universit? degli Studi
di Siena
tel: 0577.(23)2169 - fax: 0577.(23)2053




From al.scotto at reply.it  Thu Jul 26 09:43:08 2012
From: al.scotto at reply.it (Scotto Alberto)
Date: Thu, 26 Jul 2012 13:43:08 +0000
Subject: [rt-users] How to efficiently filter tickets with LimitXXX
 methods of RT::Tickets?
In-Reply-To: <C8B8517ADA90DB40A482797D59EB83895FAD3AF4@CED01MBXS08.replynet.prv>
References: <C8B8517ADA90DB40A482797D59EB83895FAD3AF4@CED01MBXS08.replynet.prv>
Message-ID: <C8B8517ADA90DB40A482797D59EB83895FAD52C4@CED01MBXS08.replynet.prv>

I think I got it.

RT::Tickets exposes DeleteRestriction, which


Takes the row Id of a restriction (From DescribeRestrictions' output, for example.

Removes that restriction from the session's limits






Alberto Scotto

[Blue]
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.scotto at reply.it
www.reply.it

From: Scotto Alberto
Sent: sabato 21 luglio 2012 20:12
To: rt-users at lists.bestpractical.com
Subject: How to efficiently filter tickets with LimitXXX methods of RT::Tickets?

Hi all,

I'm customizing the script http://requesttracker.wikia.com/wiki/RtUnifiedreminder to send a daily report about SLA, with the overdue tickets.
I have a series of nested loops, the main is "for each QueueAdminCC send the report to him/her".
In order to find the overdue tickets that are up to him/her, I'm using RT::Tickets methods: LimitStatus, LimitDue, LimitQueue.

Here is the question.
Is there a way to "cache" some parts of filtering so that I don't have to start filtering from the ground but use the results previously computed?
If APIs don't give anything specific, I think the only way is cloning the object RT::Tickets after applying the general filters?
In the latter case, would you please give me some hints? Sorry for the dumb question, I'm quite n00b with Perl.

Thank you all!



Alberto Scotto

[Blue]
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.scotto at reply.it
www.reply.it


________________________________

--
The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.
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From francesca.delcorso at bo.infn.it  Thu Jul 26 10:23:08 2012
From: francesca.delcorso at bo.infn.it (Francesca Del Corso)
Date: Thu, 26 Jul 2012 16:23:08 +0200
Subject: [rt-users] Support for attached file in mobile interface
Message-ID: <00fc01cd6b3a$30d39420$927abc60$@bo.infn.it>

Hi all, 

I would like to know if the mobile interface of RT supports the attachment
of one or more files into a new created ticket, I have installed the last
plugin RT-Extension-MobileUI-1.02 into my RT 4.0.6 version and I connect
with my iPhone 4 to the RT web site (with the option /m);  when I try to
create a new ticket, in the Attach file section the button Browse is greyed
and there is no field where I can write the name of the file I want to
attach. When I press the Add More Files button nothing happens.  It is
correct? Do you think to implement this feature if it is not permitted at
the moment?  

 

Thanks in advance

 

Francesca Del Corso

 

System Engineer

INFN Sezione Bologna

via Irnerio 46 Bologna

40126 Italy

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From trs at bestpractical.com  Thu Jul 26 12:18:04 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 26 Jul 2012 09:18:04 -0700
Subject: [rt-users] Support for attached file in mobile interface
In-Reply-To: <00fc01cd6b3a$30d39420$927abc60$@bo.infn.it>
References: <00fc01cd6b3a$30d39420$927abc60$@bo.infn.it>
Message-ID: <50116DBC.1000406@bestpractical.com>

On 07/26/2012 07:23 AM, Francesca Del Corso wrote:
> I would like to know if the mobile interface of RT supports the
> attachment of one or more files into a new created ticket, I have
> installed the last plugin RT-Extension-MobileUI-1.02 into my RT 4.0.6
> version and I connect with my iPhone 4 to the RT web site (with the
> option /m);  when I try to create a new ticket, in the Attach file
> section the button Browse is greyed and there is no field where I can
> write the name of the file I want to attach. When I press the Add More
> Files button nothing happens.  It is correct? Do you think to implement
> this feature if it is not permitted at the moment?  

The MobileUI extension was folding into core RT 4.  You shouldn't
install it on RT 4, only RT 3.  As for attaching, Mobile Safari doesn't
support file uploads.  There's no file management on iOS.


From gregory.betz at thesiorg.com  Thu Jul 26 14:59:49 2012
From: gregory.betz at thesiorg.com (Betz, Gregory)
Date: Thu, 26 Jul 2012 18:59:49 +0000
Subject: [rt-users] RT Include substrings with Full-Text Indexing
	(PostgreSQL)
Message-ID: <133EEDF91EDDE4468A43F6356F5DE99430C2C2D8@SWEXP201.corp.adroot.internal>

Hello all,

Is there any way to setup full-text indexing (with PostgreSQL) to index substrings?

For example, I want to be able to search on part of a string but it currently fails because it is not delimited by spaces

In ticket:
https://encrypted.google.com/search?q=rt

Search query:
google.com

Results:
No results

Using RT 4.0.5

Thanks,
Greg

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From ktm at rice.edu  Thu Jul 26 15:06:09 2012
From: ktm at rice.edu (ktm at rice.edu)
Date: Thu, 26 Jul 2012 14:06:09 -0500
Subject: [rt-users] RT Include substrings with Full-Text Indexing
 (PostgreSQL)
In-Reply-To: <133EEDF91EDDE4468A43F6356F5DE99430C2C2D8@SWEXP201.corp.adroot.internal>
References: <133EEDF91EDDE4468A43F6356F5DE99430C2C2D8@SWEXP201.corp.adroot.internal>
Message-ID: <20120726190609.GG15829@aart.rice.edu>

On Thu, Jul 26, 2012 at 06:59:49PM +0000, Betz, Gregory wrote:
> Hello all,
> 
> Is there any way to setup full-text indexing (with PostgreSQL) to index substrings?
> 
> For example, I want to be able to search on part of a string but it currently fails because it is not delimited by spaces
> 
> In ticket:
> https://encrypted.google.com/search?q=rt
> 
> Search query:
> google.com
> 
> Results:
> No results
> 
> Using RT 4.0.5
> 
> Thanks,
> Greg
> 

Hi Greg,

What exactly do you mean? Could you give an explicit example, please.

Cheers,
Ken


From gregory.betz at thesiorg.com  Thu Jul 26 15:26:32 2012
From: gregory.betz at thesiorg.com (Betz, Gregory)
Date: Thu, 26 Jul 2012 19:26:32 +0000
Subject: [rt-users] EXTERNAL: Re: RT Include substrings with Full-Text
 Indexing (PostgreSQL)
In-Reply-To: <20120726190609.GG15829@aart.rice.edu>
References: <133EEDF91EDDE4468A43F6356F5DE99430C2C2D8@SWEXP201.corp.adroot.internal>
	<20120726190609.GG15829@aart.rice.edu>
Message-ID: <133EEDF91EDDE4468A43F6356F5DE99430C2C346@SWEXP201.corp.adroot.internal>

Hey Ken,

So right know everything is indexed and searching works correctly except that I cannot search on a substring.

For example, 

I have a ticket with the following contained within.
https://encrypted.google.com/search?q=rt


I search for "google.com"...
No results are returned.

I search  for "https://encrypted.google.com/search?q=rt" ...
The ticket with the content is returned.
 
It looks as though the content within ticket is indexed based off of whitespaces into the attachments table.


Thanks,
Greg


-----Original Message-----
From: ktm at rice.edu [mailto:ktm at rice.edu]
Sent: Thursday, July 26, 2012 3:06 PM
To: Betz, Gregory
Cc: rt-users at lists.bestpractical.com
Subject: EXTERNAL: Re: [rt-users] RT Include substrings with Full-Text Indexing (PostgreSQL)

On Thu, Jul 26, 2012 at 06:59:49PM +0000, Betz, Gregory wrote:
> Hello all,
> 
> Is there any way to setup full-text indexing (with PostgreSQL) to index substrings?
> 
> For example, I want to be able to search on part of a string but it 
> currently fails because it is not delimited by spaces
> 
> In ticket:
> https://encrypted.google.com/search?q=rt
> 
> Search query:
> google.com
> 
> Results:
> No results
> 
> Using RT 4.0.5
> 
> Thanks,
> Greg
> 

Hi Greg,

What exactly do you mean? Could you give an explicit example, please.

Cheers,
Ken


From tjg at soe.ucsc.edu  Thu Jul 26 16:24:51 2012
From: tjg at soe.ucsc.edu (Tim Gustafson)
Date: Thu, 26 Jul 2012 13:24:51 -0700
Subject: [rt-users] Marking a Ticket as "Read"
In-Reply-To: <C8B8517ADA90DB40A482797D59EB83895FAD518B@CED01MBXS08.replynet.prv>
References: <CAG27QgTGfPnFFmUD1PFAP-Q9So_qSseRq683nijEowtkY3Qc0g@mail.gmail.com>
	<C8B8517ADA90DB40A482797D59EB83895FAD518B@CED01MBXS08.replynet.prv>
Message-ID: <CAG27QgRDJdDMvtxRz5ct085CYehoor7_Kyed1LPWVG9nEex-dA@mail.gmail.com>

> there's an option you have to enable in RT_SiteConfig
>
> Set($ShowUnreadMessageNotifications, 1);

Awesome.  Thanks!


-- 

Tim Gustafson
tjg at soe.ucsc.edu
831-459-5354
Baskin Engineering, Room 313A


From ktm at rice.edu  Thu Jul 26 16:25:22 2012
From: ktm at rice.edu (ktm at rice.edu)
Date: Thu, 26 Jul 2012 15:25:22 -0500
Subject: [rt-users] EXTERNAL: Re: RT Include substrings with Full-Text
 Indexing (PostgreSQL)
In-Reply-To: <133EEDF91EDDE4468A43F6356F5DE99430C2C346@SWEXP201.corp.adroot.internal>
References: <133EEDF91EDDE4468A43F6356F5DE99430C2C2D8@SWEXP201.corp.adroot.internal>
	<20120726190609.GG15829@aart.rice.edu>
	<133EEDF91EDDE4468A43F6356F5DE99430C2C346@SWEXP201.corp.adroot.internal>
Message-ID: <20120726202522.GH15829@aart.rice.edu>

On Thu, Jul 26, 2012 at 07:26:32PM +0000, Betz, Gregory wrote:
> Hey Ken,
> 
> So right know everything is indexed and searching works correctly except that I cannot search on a substring.
> 
> For example, 
> 
> I have a ticket with the following contained within.
> https://encrypted.google.com/search?q=rt
> 
> 
> I search for "google.com"...
> No results are returned.
> 
> I search  for "https://encrypted.google.com/search?q=rt" ...
> The ticket with the content is returned.
>  
> It looks as though the content within ticket is indexed based off of whitespaces into the attachments table.
> 
> 
> Thanks,
> Greg
> 

Hi Greg,

Row I get it. I have had the same problem and it has been discussed on
the PostgreSQL mailing lists. This is caused by the parser/tokenizer that is
used by default in PostgreSQL. It only indexes the "full" hostname. There was
someone working to change some of these behaviors in the default parser. In
particular a domain/sub-domain part of a token would also be indexed. I do
not think that it has been finished and I have not seen any recent discussions.

Cheers,
Ken


From trs at bestpractical.com  Thu Jul 26 16:55:45 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 26 Jul 2012 13:55:45 -0700
Subject: [rt-users] EXTERNAL: Re: RT Include substrings with Full-Text
 Indexing (PostgreSQL)
In-Reply-To: <133EEDF91EDDE4468A43F6356F5DE99430C2C346@SWEXP201.corp.adroot.internal>
References: <133EEDF91EDDE4468A43F6356F5DE99430C2C2D8@SWEXP201.corp.adroot.internal>
	<20120726190609.GG15829@aart.rice.edu>
	<133EEDF91EDDE4468A43F6356F5DE99430C2C346@SWEXP201.corp.adroot.internal>
Message-ID: <5011AED1.1060908@bestpractical.com>

On 07/26/2012 12:26 PM, Betz, Gregory wrote:
> It looks as though the content within ticket is indexed based off of
> whitespaces into the attachments table.

It's not necessarily just whitespace, but it's however Pg internally
tokenizes the text.  substring matching on tokens is a hard problem to
get right without bogging down to the same problems as LIKE.

If you search around there's a lot of discussion about this, as Ken
suggests.


From rjones at eggycrew.com  Thu Jul 26 17:55:17 2012
From: rjones at eggycrew.com (Russell Jones)
Date: Thu, 26 Jul 2012 16:55:17 -0500
Subject: [rt-users] Do not send create emails in a specific queue
Message-ID: <5011BCC5.8060004@eggycrew.com>

Hello,

We have "On Create Notify Requestors" turned on as a global scrip. Is 
there an easier way of stopping On-Create email for a specific queue 
outside of having to remove it as a global scrip and apply it to each 
individual queue separately?

Thanks!


From vaclav.ovsik at i.cz  Fri Jul 27 04:40:57 2012
From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=)
Date: Fri, 27 Jul 2012 10:40:57 +0200
Subject: [rt-users] RT Include substrings with Full-Text Indexing
 (PostgreSQL)
In-Reply-To: <133EEDF91EDDE4468A43F6356F5DE99430C2C2D8@SWEXP201.corp.adroot.internal>
References: <133EEDF91EDDE4468A43F6356F5DE99430C2C2D8@SWEXP201.corp.adroot.internal>
Message-ID: <20120727084056.GA28782@bobek.localdomain>

On Thu, Jul 26, 2012 at 06:59:49PM +0000, Betz, Gregory wrote:
> Hello all,
> 
> Is there any way to setup full-text indexing (with PostgreSQL) to index substrings?

I have setup this for RT 3.8.10:
http://requesttracker.wikia.com/wiki/PostgreSQLFullTextTrgm

This setup addresses exactly the problem you have.
My wiki-page is marked as outdated now. I did not try to upgrade to RT
4.x to say (I don't have examined the data model of RT4.x if it
changed). This setup a bit wastes your database space of course. You
need to extract all possible trigrams from contents....

-- 
Zito
-------------- next part --------------
#!/usr/bin/env perl
use strict;
use DBI;
use Data::Dumper;
use DBD::Pg qw(PG_BYTEA);
use Encode qw(is_utf8);
use Encode::Guess qw(utf8 latin2 ascii);
use File::LibMagic;
use Getopt::Long;
use MIME::Base64 qw(encode_base64);

my $version='1.0';

my ($verbose, $dryrun);

my $tsvector_column = 'trigrams';

my $flm = File::LibMagic->new();

sub usage
{
    my ($exitcode) = @_;
    print STDERR <<EOF;
rt-mysql2pg [options]

Version: $version

Converts Request Tracker database from MySQL to PostgreSQL

Do a copy of every record in user tables from a source database to
a destination database. A destination schema must exists (same as source
schema), so inserts can be done without error. Tables in destination database
are deleted before doing a copy!

options:

 -c,--copy		    copy data, --src-dsn & --dst-dsn must be present

    --[no]fulltext	    setup/remove fulltext support, --dst-dsn must be
			    present, can be combined with --copy

    --src-dsn dsn	    perl DBI data source name (e.g. dbi:mysql:dbname=rt3)
    --src-user user	    perl DBI user name
    --src-password pass	    perl DBI password

    --dst-dsn dsn	    perl DBI data source name (e.g. dbi:Pg:dbname=rt3)
    --dst-user user	    perl DBI user name
    --dst-password pass	    perl DBI password

 -n,--dry-run		    dry run (no db modifications)

 -v,--verbose		    run verbosly (incremental)
 -h,--help		    help usage

EOF
    exit($exitcode) if defined $exitcode;
}

sub user_tables
{
    my ($dbh) = @_;
    my $sth = $dbh->table_info(undef, undef, undef, 'TABLE');
    $sth->execute();
    my @user_tables;
    while ( my $r = $sth->fetchrow_arrayref() )
    {
	my ($table_cat, $table_schem, $table_name, $table_type, $remarks) = @$r;
	next unless $table_type eq 'TABLE';
	next if $dbh->{Driver}->{Name} eq 'Pg' && $table_schem ne 'public';
	push @user_tables, $table_name;
    }
    return \@user_tables;
}

sub user_seqs
{
    my ($dbh) = @_;
    return $dbh->selectcol_arrayref('SELECT sequence_name FROM information_schema.sequences');
}

sub column_info
{
    my ($dbh, $table) = @_;
    my $schema = $dbh->{Driver}->{Name} eq 'Pg' ? 'public' : undef;
    my $sth = $dbh->column_info(undef, $schema, $table, undef);
    $sth->execute();
    my (@coln, %colt);
    while ( my $r = $sth->fetchrow_arrayref() )
    {
	my ($table_cat, $table_schem, $table_name, $column_name, $data_type,
		$type_name, $column_size, $buffer_length, $decimal_digits,
		$num_prec_radix, $nullable, $remarks, $column_def,
		$sql_data_type, $sql_datetime_sub, $char_octet_length,
		$ordinal_position, $is_nullable, $type_name_and_size) = @$r;
	push @coln, lc($column_name);
	$colt{lc($column_name)} = {
		'data_type' => $data_type,
		'type_name' => lc($type_name),
		'type_name_and_size' => lc($type_name_and_size),
	};
    }
    return (\@coln, \%colt);
}

sub utf8_fix
{
    my $s = $_[0];
    return 0 if !defined $s || $s eq '';
    $s =~ s/\x0+$//;
    my $decoder = Encode::Guess->guess($s);
    if ( defined($decoder) )
    {
	if ( ref($decoder) )
	{
	    return 0 if $decoder->name eq 'ascii' || $decoder->name eq 'utf8';
	    $s = $decoder->decode($s);
	    return -1 unless Encode::is_utf8($s, 1);
	}
	elsif ($decoder =~ /(\S+ or .+)/)
	{
            my %matched = map { $_ => 1 } split(/ or /, $1);
	    if ( $matched{'utf8'} )
	    {
		$s = Encode::decode('utf-8', $s, Encode::FB_DEFAULT);
		return -1 unless Encode::is_utf8($s, 1);
	    }
	    else
	    {
		die "Multiple charsets? $decoder\n";
	    }
        }
	elsif ($decoder =~ m/No appropriate encodings found!/ )
	{
	    die "No appropriate encodings found!\n";
	}
	else
	{
	    die "What? $decoder\n";
	}
	$_[0] = $s;
    }
    return 0;
}

sub conttype_guess
{
    my ($data) = @_;
    return undef if $data eq '';
    my $conttype_guess = $data ? $flm->checktype_contents($data) : '';
    $conttype_guess =~ s/;.*//;
    return $conttype_guess if $conttype_guess =~ m{^[-.a-z0-9]+/[-.a-z0-9]+};
    return undef;
}

sub copy_table
{
    my ($table, $dbh_src, $dbh_dst) = @_;
    my ($scoln, $scolt) = column_info($dbh_src, $table);
    my ($dcoln, $dcolt) = column_info($dbh_dst, lc($table));
    my ($s_nrows) = $dbh_src->selectrow_array("SELECT count(*) FROM $table");
    my $ncols = @$dcoln;
    my $slist = join(',', sort keys %$scolt);
    my $dlist = join(',', sort keys %$dcolt);
    if ( $slist ne $dlist )
    {
	die qq|\nerror: columns of "$table" on source and destination differs!\n|
		.qq|src: $slist\ndst: $dlist\n|;
    }
    my $attachments = lc($table) eq 'attachments';
    $verbose < 2 || print "\n\tbegin work on dest\n\n";
    $dbh_dst->begin_work();
    my ($att_cont_idx, $att_contenc_idx, $att_conttype_idx, $att_filename);
    if ( $attachments )
    {
	for(my $i = 0; $i < @$dcoln; $i++)
	{
	    $att_cont_idx = $i if $dcoln->[$i] eq 'content';
	    $att_contenc_idx = $i if $dcoln->[$i] eq 'contentencoding';
	    $att_conttype_idx = $i if $dcoln->[$i] eq 'contenttype';
	    $att_filename = $i if $dcoln->[$i] eq 'filename';
	}
    }
    my $chunked = $scolt->{'id'}{'type_name'} eq 'int' ? 1 : 0;
    my ($id_min, $id_max) = (0, 1);
    my ($id_step) = 100;
    if ( $chunked )
    {
	($id_min, $id_max) = $dbh_src->selectrow_array("SELECT min(id), max(id) FROM $table");
    }
    my $c_sel = "SELECT " . join(',', @$dcoln) . " FROM $table";
    $c_sel .= " WHERE id >= ? AND id <= ?" if $chunked;
    $verbose < 2 || print "\n\texecuting on source:\n\t$c_sel\n";
    my @colattr = map {
	    $dcolt->{$_}{'type_name'} eq 'bytea' ? { pg_type => PG_BYTEA } : undef;
	} @$dcoln;
    my $c_ins = "INSERT INTO $table ("
	    . join(',', @$dcoln)
	    . ") VALUES ("
	    . ( join(',', ('?') x @$dcoln) )
	    . ")";
    my $sth_dst = $dbh_dst->prepare($c_ins);
    $verbose < 2 || print "\n\texecuting on dest:\n\t$c_ins\n\n";
    my $sth_src = $dbh_src->prepare($c_sel);
    my $n = 0;
    for(my $id_low = $id_min; $id_low <= $id_max; $id_low+=$id_step)
    {
	$sth_src->execute($chunked ? ($id_low, $id_low + $id_step -1) : ());
	while ( my $ar = $sth_src->fetchrow_arrayref() )
	{
	    $verbose < 3 || print Data::Dumper->Dump([$ar], [qw(values)]);
	    unless ( $dryrun ) {
		if ( $attachments
			&& ( $ar->[$att_contenc_idx] eq 'none'
			    || $ar->[$att_contenc_idx] eq '' ) )
		{
		    my $eb64 = 0;
		    unless ( $ar->[$att_conttype_idx] =~ m{^[-.a-z0-9]+/[-.a-z0-9]+} )
		    {
			$_ = conttype_guess($ar->[$att_cont_idx]);
			$ar->[$att_conttype_idx] = $_ if $_;
		    }
		    if ( $ar->[$att_conttype_idx] =~ m/^(application|image)/i
			    || $ar->[$att_filename] =~ m/\.(?:arj|asc|avi|bmp|bz2|cdr|cer|crl|dat|dbf|der|exe|docx?|gif|gz|jar|jpg|od[st]|p12|pcap|pcf|pcx|pdf|pfx|png|ppt|tbz|tgz|tiff?|ttf|wav|wm[va]|xlsx?|zip)$/i )
		    {
			$eb64 = 1;
		    }
		    else
		    {
			eval { Encode::decode('utf-8', $ar->[$att_cont_idx], Encode::FB_CROAK | Encode::LEAVE_SRC); };
			if ( $@ )
			{
			    my $conttype_guess = conttype_guess($ar->[$att_cont_idx]);
			    if ( $ar->[$att_conttype_idx] =~ m/^text\b/i
				&& $conttype_guess =~ m/^text\b/i )
			    {
				$eb64 = 1 if utf8_fix($ar->[$att_cont_idx]) < 0;
			    }
			    else
			    {
#				$ar->[$att_conttype_idx] = $conttype_guess;
				$eb64 = 1;
			    }
			}
		    }
		    if ( $eb64 )
		    {
			$ar->[$att_contenc_idx] = 'base64';
			$ar->[$att_cont_idx] = encode_base64($ar->[$att_cont_idx]);
		    }
		}
		for(my $i = 0; $i < $ncols; $i++)
		{
		    $sth_dst->bind_param($i +1, $ar->[$i], $colattr[$i]);
		}
		eval { $sth_dst->execute(); };
		die $@ if $@;
	    };
	    $n++;
	}
	if ( $verbose )
	{
	    my $msg = "; $n/$s_nrows rec";
	    print($msg, ("\b" x length($msg)));
	}
    }
    $n == $s_nrows
	    || die qq|error: $n rows copied, but source contains $s_nrows!\n|;
    $verbose < 2 || print "\n\tcommit on dest\n\n";
    $dbh_dst->commit();
    return $n;
}

sub copy_everything
{
    my ($dbh_src, $dbh_dst) = @_;
    my @stabs = @{user_tables($dbh_src)};
    my @dtabs = @{user_tables($dbh_dst)};
    my @tabs = @stabs;
    foreach my $t (@dtabs)
    {
	push @tabs, $t unless grep(lc($_) eq lc($t), @stabs);
    }
    foreach my $table (@tabs)
    {
	if ( !grep(lc($_) eq lc($table), @dtabs) )
	{
	    warn qq|warn: skipping table "$table" not existing on destination\n|;
	    next;
	}
	if ( !grep(lc($_) eq lc($table), @stabs) )
	{
	    warn qq|warn: skipping table "$table" not existing on source\n|;
	    next;
	}
	$verbose && print "tab: $table: ";
	$dryrun || $dbh_dst->do("DELETE FROM $table");
	$verbose && print "del";
	my $n = copy_table($table, $dbh_src, $dbh_dst);
	$verbose && print "; $n records copied";
	$verbose && print "\n";
    }
    my $user_seqs = user_seqs($dbh_dst);
    foreach my $seq (@$user_seqs)
    {
	$verbose && print "seq: $seq: ";
	my $table = $seq;
	$table =~ s/_id_s(?:eq)?$//;
	$dbh_dst->do("SELECT setval('$seq', (SELECT max(id) FROM $table)+1)");
	$verbose && print "updated\n";
    }
}

sub rm_fulltext
{
    my ($dbh_dst) = @_;

    my ($attidx_exists) = $dbh_dst->selectrow_array(q{SELECT * FROM pg_indexes
	    WHERE schemaname='public'
		    AND tablename='attachments'
		    AND indexname='attachments_textsearch'});
    if ( $attidx_exists )
    {
	$verbose && print "index attachments_textsearch: ";
	$dryrun || $dbh_dst->do('DROP INDEX attachments_textsearch');
	$verbose && print "dropped\n";
    }

    my ($ocfvidx_exists) = $dbh_dst->selectrow_array(q{SELECT * FROM pg_indexes
	    WHERE schemaname='public'
		    AND tablename='objectcustomfieldvalues'
		    AND indexname='largecontent_textsearch'});
    if ( $ocfvidx_exists )
    {
	$verbose && print "index largecontent_textsearch: ";
	$dryrun || $dbh_dst->do('DROP INDEX largecontent_textsearch');
	$verbose && print "dropped\n";
    }

    my ($rel_att_id) = $dbh_dst->selectrow_array(
	    q{SELECT relfilenode FROM pg_class WHERE relname='attachments'});
    my ($rel_ocfv_id) = $dbh_dst->selectrow_array(
	    q{SELECT relfilenode FROM pg_class WHERE relname='objectcustomfieldvalues'});

    my ($trig_att_exist) = $dbh_dst->selectrow_array(qq{SELECT EXISTS (
	    SELECT * FROM pg_trigger WHERE tgrelid=$rel_att_id AND tgname='tsvectorupdate')});
    if ( $trig_att_exist )
    {
	$verbose && print "trigger tsvectorupdate on attachments: ";
	$dryrun || $dbh_dst->do('DROP TRIGGER tsvectorupdate ON attachments');
	$verbose && print "dropped\n";
    }

    my ($trig_ocfv_exist) = $dbh_dst->selectrow_array(qq{SELECT EXISTS (
	    SELECT * FROM pg_trigger WHERE tgrelid=$rel_ocfv_id AND tgname='tsvectorupdate')});
    if ( $trig_ocfv_exist )
    {
	$verbose && print "trigger tsvectorupdate on objectcustomfieldvalues: ";
	$dryrun || $dbh_dst->do('DROP TRIGGER tsvectorupdate ON objectcustomfieldvalues');
	$verbose && print "dropped\n";
    }

    my ($dcoln, $dcolt) = column_info($dbh_dst, 'attachments');
    if ( grep( $_ eq $tsvector_column, @$dcoln ) )
    {
	$verbose && print "column attachments.$tsvector_column: ";
	$dryrun || $dbh_dst->do("ALTER TABLE attachments DROP COLUMN $tsvector_column");
	$verbose && print "dropped\n";
    }

    my ($dcoln, $dcolt) = column_info($dbh_dst, 'objectcustomfieldvalues');
    if ( grep( $_ eq $tsvector_column, @$dcoln ) )
    {
	$verbose && print "column objectcustomfieldvalues.$tsvector_column: ";
	$dryrun || $dbh_dst->do("ALTER TABLE objectcustomfieldvalues DROP COLUMN $tsvector_column");
	$verbose && print "dropped\n";
    }
}

sub create_lang
{
    my ($dbh_dst, $lanname) = @_;

    my ($lang_exists) = $dbh_dst->selectrow_array(
	    qq|SELECT EXISTS (SELECT * FROM pg_language WHERE lanname='$lanname')|);
    $verbose && print "language $lanname: ";
    if ( $lang_exists )
    {
	$verbose && print "already exists\n";
    }
    else
    {
	$dryrun || $dbh_dst->do("CREATE LANGUAGE $lanname");
	$verbose && print "created\n";
    }
}

sub create_func
{
    my ($dbh_dst, $stmt) = @_;

    $stmt =~ m/^ \s* CREATE \s+ (?: OR \s+ REPLACE \s+ )? FUNCTION \s+ ([^()[:space:]]+) /xi
	    || die qq|create_func: called with strange statement: `$stmt'\n|;
    my $funcname = $1;
    $verbose && print "function $funcname: ";
    $dryrun || $dbh_dst->do($stmt);
    $verbose && print "redefined\n";
}

sub create_trig
{
    my ($dbh_dst, $stmt) = @_;

    $stmt =~ m/^ \s* CREATE \s+ TRIGGER \s+ (\S+) \s+ (?: BEFORE | AFTER )
		\s+ \S+ \s+ (?: OR \s+ \S+ \s+ )* ON \s+ (\S+) /xi
	    || die qq|create_trig: called with strange statement: `$stmt'\n|;
    my $trig_name = $1;
    my $tabl_name = $2;
    $verbose && print "trigger $trig_name on $tabl_name: ";
    $dryrun || $dbh_dst->do($stmt);
    $verbose && print "created\n";
}

sub create_index
{
    my ($dbh_dst, $stmt) = @_;

    $stmt =~ m/^ \s* CREATE \s+ INDEX \s+ (\S+) /xi
	    || die qq|create_index: called with strange statement: `$stmt'\n|;
    my $index_name = $1;
    $verbose && print "index $index_name: ";
    $dryrun || $dbh_dst->do($stmt);
    $verbose && print "created\n";
}

sub setup_fulltext
{
    my ($dbh_dst) = @_;

    my $dbname = $dbh_dst->{'Name'};
    $dbname =~ s/.*\bdbname=([^;]+).*/$1/;

    create_lang($dbh_dst, 'plpgsql');
    create_lang($dbh_dst, 'plperl');
    create_lang($dbh_dst, 'plperlu');

    create_func($dbh_dst, <<'EOF');
CREATE OR REPLACE FUNCTION text_to_trigrams(text) RETURNS text[] AS $$
    $_ = lc($_[0]);
    my %trgms;

    pos = 0;
    while ( ! m/\G$/sgc )
    {
	next if m/\G\s+/sgc;
	next if m/\G\n/sgc;
	my ($token) = m/\G(\S+)/sgc;
	for(my $i = 0; $i < length($token) -2; $i++)
	{
	    $trgms{substr($token, $i, 3)} = 1;
	}
    }
    return [ map {
	    unless ( m/^[[:word:]]+$/ )
	    {
		s/\\/\\\\/g;
		s/'/''/g;
		$_ = "'$_'";
	    }
	    $_;
	} keys %trgms ];
$$ LANGUAGE plperlu IMMUTABLE;
EOF

    create_func($dbh_dst, <<'EOF');
CREATE OR REPLACE FUNCTION array_to_trigrams(text[]) RETURNS text[] AS $$
    use utf8;

    my ($t) = lc($_[0]);
    my %trgms;
    my @ta;
    $t =~ m/^\{/gc || die q|text_to_trigrams: input invalid at |
	    . pos($t) . ': `' . substr($t, pos($t), 16) . q|'\n|;
    while ( 1 )
    {
	if ( $t =~ m/\G"/gc )
	{
	    $t =~ m/\G((?:(?:\\\\)*(?:\\")*[^"\\]*)*)/gc;
	    push @ta, $1;
	    $t =~ m/\G"/gc || die q|text_to_trigrams: input invalid at |
		    . pos($t) . ': `' . substr($t, pos($t), 16) . q|'\n|;
	}
	elsif ( $t =~ m/\G([^,}]*)/gc )
	{
	    push @ta, $1;
	}
	$t =~ m/\G,/gc && next;
	$t =~ m/\G\}/gc && last;
	die q|text_to_trigrams: input invalid at |
		. pos($t) . ': `' . substr($t, pos($t), 16) . q|'\n|;
    }
    foreach ( @ta )
    {
	next if $_ eq 'NULL';
	s/\\(\d{1,3})/chr(oct($1))/ge;
	s/\\x([[:xdigit:]]{1,2})/chr(hex($1))/ge;
	s/\\b/\b/ge;
	s/\\f/\f/ge;
	s/\\n/\n/ge;
	s/\\r/\r/ge;
	s/\\t/\t/ge;
	s/\\(.)/$1/ge;

	for(my $i = 0; $i < length($_) -2; $i++)
	{
	    $trgms{substr($_, $i, 3)} = 1;
	}
    }

    return [ map {
	    unless ( m/^[[:word:]]+$/ )
	    {
		s/\\/\\\\/g;
		s/'/''/g;
		$_ = "'$_'";
	    }
	    $_;
	} keys %trgms ];
$$ LANGUAGE plperlu IMMUTABLE;
EOF

    create_func($dbh_dst, <<'EOF');
CREATE OR REPLACE FUNCTION array_to_tsvector(text[]) RETURNS tsvector AS $$
    SELECT array_to_string($1, ' ')::tsvector;
$$ LANGUAGE SQL IMMUTABLE;
EOF

    create_func($dbh_dst, <<'EOF');
CREATE OR REPLACE FUNCTION array_to_tsquery(text[]) RETURNS tsquery AS $$
    SELECT array_to_string($1, ' & ')::tsquery;
$$ LANGUAGE SQL IMMUTABLE;
EOF

    create_func($dbh_dst, <<'EOF');
CREATE OR REPLACE FUNCTION text_to_trgm_tsvector(text) RETURNS tsvector AS $$
    SELECT array_to_tsvector( text_to_trigrams( $1 ) )
$$ LANGUAGE SQL IMMUTABLE;
EOF

    create_func($dbh_dst, <<'EOF');
CREATE OR REPLACE FUNCTION text_to_trgm_tsquery(text) RETURNS tsquery AS $$
    SELECT array_to_tsquery( text_to_trigrams( $1 ) )
$$ LANGUAGE SQL IMMUTABLE;
EOF

    create_func($dbh_dst, <<EOF);
CREATE OR REPLACE FUNCTION attachments_trigger() RETURNS trigger AS \$\$
BEGIN
    new.$tsvector_column := text_to_trgm_tsvector(
	    CASE WHEN new.contenttype LIKE 'text/%' AND (
		    new.contentencoding IS NULL
		    OR new.contentencoding = ''
		    OR new.contentencoding = 'none'
		    )
		THEN coalesce(new.subject,'') || ' ' || coalesce(new.content,'')
		ELSE coalesce(new.subject,'')
	    END
	);
    RETURN new;
END
\$\$ LANGUAGE plpgsql
EOF

    create_func($dbh_dst, <<EOF);
CREATE OR REPLACE FUNCTION objectcustomfieldvalues_trigger() RETURNS trigger AS \$\$
BEGIN
  new.$tsvector_column := text_to_trgm_tsvector(coalesce(new.largecontent, ''));
  RETURN new;
END
\$\$ LANGUAGE plpgsql
EOF

    my ($dcoln, $dcolt) = column_info($dbh_dst, 'attachments');
    $verbose && print "column attachments.$tsvector_column: ";
    if ( grep( $_ eq $tsvector_column, @$dcoln ) )
    {
	$verbose && print "already exists\n";
    }
    else
    {
	$dryrun || $dbh_dst->do("ALTER TABLE attachments
					ADD COLUMN $tsvector_column tsvector");
	$verbose && print "added\n";
    }

    $verbose && print "column attachments.$tsvector_column: ";
    $dryrun || $dbh_dst->do(<<EOF);
UPDATE attachments
    SET $tsvector_column = text_to_trgm_tsvector(
	    CASE WHEN contenttype LIKE 'text/%' AND (
		    contentencoding IS NULL
		    OR contentencoding = ''
		    OR contentencoding = 'none'
		    )
		THEN coalesce(subject,'') || ' ' || coalesce(content,'')
		ELSE coalesce(subject,'')
	    END
	)
EOF
    $verbose && print "values updated\n";

    my ($dcoln, $dcolt) = column_info($dbh_dst, 'objectcustomfieldvalues');
    $verbose && print "column objectcustomfieldvalues.$tsvector_column: ";
    if ( grep( $_ eq $tsvector_column, @$dcoln ) )
    {
	$verbose && print "already exists\n";
    }
    else
    {
	$dryrun || $dbh_dst->do("ALTER TABLE objectcustomfieldvalues
					ADD COLUMN $tsvector_column tsvector");
	$verbose && print "added\n";
    }

    $verbose && print "column objectcustomfieldvalues.$tsvector_column: ";
    $dryrun || $dbh_dst->do(qq{UPDATE objectcustomfieldvalues SET $tsvector_column = text_to_trgm_tsvector(
			coalesce(largecontent,''))});
    $verbose && print "values updated\n";

    create_index($dbh_dst, <<EOF);
CREATE INDEX attachments_textsearch ON attachments USING GIN($tsvector_column)
EOF

    create_index($dbh_dst, <<EOF);
CREATE INDEX largecontent_textsearch ON objectcustomfieldvalues USING GIN($tsvector_column)
EOF

    create_trig($dbh_dst, <<'EOF');
CREATE TRIGGER tsvectorupdate BEFORE INSERT OR UPDATE
	ON attachments FOR EACH ROW EXECUTE PROCEDURE attachments_trigger()
EOF

    create_trig($dbh_dst, <<'EOF');
CREATE TRIGGER tsvectorupdate BEFORE INSERT OR UPDATE
	ON objectcustomfieldvalues FOR EACH ROW EXECUTE PROCEDURE objectcustomfieldvalues_trigger()
EOF

}


MAIN: {
    $| = 1;
    my ($usage, $copy, $fulltext, $vacuum);
    my ($dbi_src_dsn, $dbi_src_user, $dbi_src_password);
    my ($dbi_dst_dsn, $dbi_dst_user, $dbi_dst_password);

    usage(1) unless Getopt::Long::GetOptions(
	    'c|copy' => \$copy,
	    'h|help' => \$usage,
	    'v|verbose+' => \$verbose,
	    'n|dry-run' => \$dryrun,
	    'src-dsn=s' => \$dbi_src_dsn,
	    'src-user=s' => \$dbi_src_user,
	    'src-password=s' => \$dbi_src_password,
	    'dst-dsn=s' => \$dbi_dst_dsn,
	    'dst-user=s' => \$dbi_dst_user,
	    'dst-password=s' => \$dbi_dst_password,
	    'fulltext!' => \$fulltext,
	    'vacuum' => \$vacuum);
    usage(0) if $usage;
    if ( @ARGV == 2 )
    {
	($dbi_src_dsn, $dbi_dst_dsn) = @ARGV;
    }
    elsif ( @ARGV )
    {
	usage(1);
    }

    my ($dbh_dst, $dbh_src);
    if ( $dbi_dst_dsn )
    {
	$dbh_dst = DBI->connect($dbi_dst_dsn, $dbi_dst_user, $dbi_dst_password,
			    { 'RaiseError' => 1, 'AutoCommit' => 1, } );
	$dbh_dst->do("SET synchronous_commit TO off");
    }
    if ( $dbi_src_dsn )
    {
	$dbh_src = DBI->connect($dbi_src_dsn, $dbi_src_user, $dbi_src_password,
			    { 'RaiseError' => 1, 'AutoCommit' => 1, });
	$dbh_src->{'mysql_enable_utf8'} = 1;
	$dbh_src->do("SET NAMES utf8");
    }

    $SIG{'__WARN__'} = sub {
	    warn @_ unless $_[0] =~ m/^NOTICE:  word is too long to be indexed/;
	};

    SWITCH: {

	$copy && do {
	    die "error: destination DSN not set! (see usage)\n" unless $dbh_dst;
	    die "error: source DSN not set! (see usage)\n" unless $dbh_src;
	    rm_fulltext($dbh_dst);
	    copy_everything($dbh_src, $dbh_dst);
	    setup_fulltext($dbh_dst) if $fulltext;
	    last SWITCH;
	};

	defined $fulltext && do {
	    die "error: destination DSN not set! (see usage)\n" unless $dbh_dst;
	    if ( $fulltext )
	    {
		rm_fulltext($dbh_dst);
		setup_fulltext($dbh_dst);
	    }
	    else
	    {
		rm_fulltext($dbh_dst);
	    }
	    last SWITCH;
	};

	warn "Nothing to do; see usage (-h)\n";
    }

    if ( $vacuum )
    {
	$verbose && print "vacuum: ";
	$dryrun || $dbh_dst->do("VACUUM ANALYZE");
	$verbose && print "done\n";
    }

    $dbh_dst->disconnect() if $dbh_dst;
    $dbh_src->disconnect() if $dbh_src;
}

From andreas.davour at snowmen.se  Fri Jul 27 05:50:02 2012
From: andreas.davour at snowmen.se (Andreas Davour)
Date: Fri, 27 Jul 2012 11:50:02 +0200
Subject: [rt-users] How to find which queues a user can post to,
	using the cli or the db
Message-ID: <87fw8dy1md.wl@orcus.snowmen.se>


Hi

I have searched the wiki and the mailing list archive and not found any hints.

What I'd like to do is create a list of active users, then go over that list or users, showing each and every queue that specific user have rights to post on. 

I know how to do it in the GUI, but then I get a lot more information which I don't need, and I'd like to get the data in a way that I could pipe it for further processing on the command line. 

Pointers to the documentation appreciated. I have looked around in the db and can't figure out how to tie the data about queue id and user id together.

thanks.

/andreas


From lists at mhcsoftware.de  Fri Jul 27 08:36:46 2012
From: lists at mhcsoftware.de (Matthias Henze)
Date: Fri, 27 Jul 2012 14:36:46 +0200
Subject: [rt-users] Getting Notifications & New Mails
Message-ID: <50128B5E.9000001@mhcsoftware.de>

Hi,

I've to things I'm unable to find out how to get them:

1. I want to see in "10 highest priority tickets I own" when there is a
new message waiting for a response.

2. I need a "non mail" notification when ever a new message arrives by
preferably XMPP.

Can some one please help?

TIA
Matthias


-- 

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 JThuau at spacex.com  Fri Jul 27 11:41:11 2012
From: JThuau at spacex.com (Joachim Thuau)
Date: Fri, 27 Jul 2012 15:41:11 +0000
Subject: [rt-users] Getting Notifications & New Mails
In-Reply-To: <50128B5E.9000001@mhcsoftware.de>
Message-ID: <CC380421.229C5%joachim.thuau@spacex.com>


On 7/27/12 5:36 AM, "Matthias Henze" <lists at mhcsoftware.de> wrote:

>Hi,
>
>I've to things I'm unable to find out how to get them:
>
>1. I want to see in "10 highest priority tickets I own" when there is a
>new message waiting for a response.

There are setting for that in RT4 (look for "UnRead" in the RT config file
help.
(and make sure to modify RT_SiteConfig, not RT_Config)

>
>2. I need a "non mail" notification when ever a new message arrives by
>preferably XMPP.

You can accomplish that by using a scrip. The default one uses a built-in
"email" notification. If you can send XMPP notification from perl, you can
build a scrip that will do that exact same thing in RT.

Jok



From chris.flynn at centroid.com  Fri Jul 27 15:47:18 2012
From: chris.flynn at centroid.com (Chris Flynn)
Date: Fri, 27 Jul 2012 19:47:18 +0000
Subject: [rt-users] Fresh install, root login goes to a blank page
Message-ID: <2536ED2D8C5D97499421FBCA194A3676F183DE@ORD2MBX01G.mex05.mlsrvr.com>

I just did a fresh installed of rt 4.0.6 on RHEL5 with an Oracle database. I have everything setup and the webserver is running, except that when I login as root I am taken to /NoAuth/Login.html, which is a completely blank page. There are no errors being logged in RT or Apache. I found a similar thread here: http://lists.fsck.com/pipermail/rt-users/2012-March/075794.html, but the steps taken in that thread did not resolve my issue. Pasted below is relevant logs/config

Apache Version: 2.2.22
Mod Perl Version: 2.0.7

Apache.access log:
10.16.4.93 - - [27/Jul/2012:15:14:44 -0400] "GET / HTTP/1.1" 200 4014
10.16.4.93 - - [27/Jul/2012:15:14:51 -0400] "POST /NoAuth/Login.html HTTP/1.1" 200 -
10.16.4.93 - - [27/Jul/2012:15:14:51 -0400] "GET /favicon.ico HTTP/1.1" 302 -
10.16.4.93 - - [27/Jul/2012:15:14:52 -0400] "GET /NoAuth/Login.html?next=b39e4ce6490828cc550d2a18edfec6a8 HTTP/1.1" 200 4028
10.16.4.93 - - [27/Jul/2012:15:15:32 -0400] "POST /NoAuth/Login.html HTTP/1.1" 200 -
10.16.4.93 - - [27/Jul/2012:15:15:32 -0400] "GET /favicon.ico HTTP/1.1" 302 -
10.16.4.93 - - [27/Jul/2012:15:15:33 -0400] "GET /NoAuth/Login.html?next=817a7463bf461225b57e91d5ae28b285 HTTP/1.1" 200 4028
10.16.61.12 - - [27/Jul/2012:15:16:33 -0400] "GET /favicon.ico HTTP/1.1" 302 -
10.16.4.93 - - [27/Jul/2012:15:17:47 -0400] "POST /NoAuth/Login.html HTTP/1.1" 200 -
10.16.4.93 - - [27/Jul/2012:15:17:48 -0400] "GET /favicon.ico HTTP/1.1" 302 -
10.16.4.93 - - [27/Jul/2012:15:17:48 -0400] "GET /NoAuth/Login.html?next=83dc494115cb992135fb0043ccf75c51 HTTP/1.1" 200 4028

RT_SiteConfig.pm:
### Webserver Settings ###
Set( $rtname, '');
Set($WebDomain, '*******.net');
Set($WebPort, 8081);
Set($WebBaseURL, '********:8081');
Set($Organization, '**********');
Set($Timezone, "US/Eastern");
Set( %GnuPG, Enable => 0);

### Error Logging Settings ###
Set($LogToFile, 'error');
Set($LogToFileNamed, 'rt.log');
Set($LogDir, '/opt/rt4/var/log');

### Database Settings ###
Set($DatabaseUser, 'rtuser');
Set($DatabasePassword, '*******');
Set($DatabaseName, 'RTD');

### Email Settings ###
Set($MaxAttachmentSize, 1000000);
Set($FriendlyFromLineFormat, "\"%s\" <%s>");

Apache Config:
LoadModule perl_module modules/mod_perl.so
<VirtualHost *:8081>

        ErrorLog /opt/rt4/var/log/apache2.error
        TransferLog /opt/rt4/var/log/apache2.access
        LogLevel debug

        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>


Any help on the issue would be most appreciated
-Chris Flynn
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From pofish at ucdavis.edu  Fri Jul 27 18:21:09 2012
From: pofish at ucdavis.edu (Patrick Fish)
Date: Fri, 27 Jul 2012 22:21:09 +0000
Subject: [rt-users] Do not send create emails in a specific queue
In-Reply-To: <5011BCC5.8060004@eggycrew.com>
References: <5011BCC5.8060004@eggycrew.com>
Message-ID: <05AD4EE355A101449606559DD4802D7584B3F3@exmbx7.ex.ad3.ucdavis.edu>

Create a Template in that queue named "Autoreply" and leave it blank.

-Patrick

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Russell Jones
Sent: Thursday, July 26, 2012 2:55 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Do not send create emails in a specific queue

Hello,

We have "On Create Notify Requestors" turned on as a global scrip. Is there an easier way of stopping On-Create email for a specific queue outside of having to remove it as a global scrip and apply it to each individual queue separately?

Thanks!


From Horst.Kriegers at loro.ch  Mon Jul 30 05:48:07 2012
From: Horst.Kriegers at loro.ch (Kriegers Horst)
Date: Mon, 30 Jul 2012 09:48:07 +0000
Subject: [rt-users] How to automatically disable user account
Message-ID: <49BFBF371580BE4A921A738E1E1C95C510D29E61@PSDAG01.office.loro.swiss>

Hi all,

Based on AD user properties ?userAccountControl? , I need to automatically disable RT users (similar to unchecking the checkbox "Let User Access RT" in the rt web UI).
It is possible to do this ? With a Perl script ?

Thanks for your help.
Horst






________________________________
Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit.

________________________________
Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way.

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From gregory.betz at thesiorg.com  Mon Jul 30 09:59:58 2012
From: gregory.betz at thesiorg.com (Betz, Gregory)
Date: Mon, 30 Jul 2012 13:59:58 +0000
Subject: [rt-users] EXTERNAL: Re:  EXTERNAL: Re: Group not found
In-Reply-To: <CAJCD8L9_o+jP+G8EvA3i2oOsfyQed+_2ZdfHHGALS=xh5Z-wbw@mail.gmail.com>
References: <133EEDF91EDDE4468A43F6356F5DE99430C2AC74@SWEXP201.corp.adroot.internal>
	<CAJCD8L99=Lr+kuGzb8dUZZD1cgPYmyguQNRi7v74czNMFMmeRQ@mail.gmail.com>
	<133EEDF91EDDE4468A43F6356F5DE99430C2ACE4@SWEXP201.corp.adroot.internal>
	<133EEDF91EDDE4468A43F6356F5DE99430C2B730@SWEXP201.corp.adroot.internal>
	<CAJCD8L9_o+jP+G8EvA3i2oOsfyQed+_2ZdfHHGALS=xh5Z-wbw@mail.gmail.com>
Message-ID: <133EEDF91EDDE4468A43F6356F5DE99430C2C968@SWEXP201.corp.adroot.internal>

I came back to this issue this morning and am still at a loss.

I created a group Admin and added the root user to it. I added full rights for the Admin group and specifically for the user 'root' for one of the queues with the issue and I am still receiving the same error.


I failed to mention that I converted an old MySQL DB from another RT server to the current RT server with PostgreSQL DB.  I only imported specific fields from the old database to the new database but everything else appears to be functioning correctly.

The tables (along with their sequences) I imported were: attachments, cachedgroupmembers, groupmembers, groups, principals, tickets, topics, transactions, users.

Could this have been an issue?

Thanks,
Greg

From: ptomblin at gmail.com [mailto:ptomblin at gmail.com] On Behalf Of Paul Tomblin
Sent: Wednesday, July 25, 2012 1:19 PM
To: Betz, Gregory
Cc: rt-users at lists.bestpractical.com
Subject: EXTERNAL: Re: [rt-users] EXTERNAL: Re: Group not found

That's just a consequence of the other error:
%if ($Members->Count == 0 ) {

$Members->Count returns an undef because of the error, which leads to the second error.

On Wed, Jul 25, 2012 at 1:13 PM, Betz, Gregory <gregory.betz at thesiorg.com<mailto:gregory.betz at thesiorg.com>> wrote:
Also, I noticed the following message after the aforementioned warning message in the log.

Use of uninitialized value in numeric eq (==) at /opt/rt4/local/html/Admin/Elements/EditQueueWatchers line 3. (/opt/rt4/local/html/Admin/Elements/EditQueueWatchers:3)

Thanks,
Greg

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:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Betz, Gregory
Sent: Wednesday, July 25, 2012 10:29 AM
To: Paul Tomblin
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] EXTERNAL: Re: Group not found

Hey Paul,

Thanks for the quick response.

I use the root account when attempting to put watchers on the queues, so I don't think this is the issue

Thanks,
Greg

From: ptomblin at gmail.com<mailto:ptomblin at gmail.com> [mailto:ptomblin at gmail.com]<mailto:[mailto:ptomblin at gmail.com]> On Behalf Of Paul Tomblin
Sent: Wednesday, July 25, 2012 10:25 AM
To: Betz, Gregory
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: EXTERNAL: Re: [rt-users] Group not found

I've seen this exact thing happen when the person trying to add the watchers didn't have permissions to the queues in question.  Rather than handling it properly, RT sticks a null queue name into the query, which the query doesn't like much.
On Wed, Jul 25, 2012 at 10:18 AM, Betz, Gregory <gregory.betz at thesiorg.com<mailto:gregory.betz at thesiorg.com>> wrote:
Hello all,

I am having issues trying to add watchers to most of my queues.  When I try to add a user or group I receive the error message "Group not found".

I can set watchers for 2 queues (one is the General queue) out of 9 total queues.

Also, I noticed that the 2 queues that I can set watchers has items under Roles in Group Rights while the queues that I cannot set the watchers does not.

The following error message is displayed in /var/log/httpd/error_log

======================================================================================================================================================

[Wed Jul 25 12:05:06 2012] [warning]: DBD::Pg::st execute failed: ERROR:  syntax error at or near ")"

LINE 1: ...nt(main.id<http://main.id>) FROM GroupMembers main  WHERE (main.GroupId = )

                                                                     ^ at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:587)





[Wed Jul 25 12:05:06 2012] [warning]: RT::Handle=HASH(0x7fbc4de27b10) couldn't execute the query 'SELECT count(main.id<http://main.id>) FROM GroupMembers main  WHERE (main.GroupId = ) ' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 600.

        DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7fbc4de27b10)', 'SELECT count(main.id<http://main.id>) FROM GroupMembers main  WHERE (main.Gro...') called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 291

        DBIx::SearchBuilder::_DoCount('RT::GroupMembers=HASH(0x7fbc4febdfb8)') called at /opt/rt4/sbin/../lib/RT/SearchBuilder.pm line 331

        RT::SearchBuilder::_DoCount('RT::GroupMembers=HASH(0x7fbc4febdfb8)') called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 1407

        DBIx::SearchBuilder::Count('RT::GroupMembers=HASH(0x7fbc4febdfb8)') called at /opt/rt4/local/html/Admin/Elements/EditQueueWatchers line 48

        HTML::Mason::Commands::__ANON__('QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4febff68)', 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /opt/rt4/local/html/Admin/Elements/EditQueueWatcherGroup line 55

        HTML::Mason::Commands::__ANON__('Label', 'AdminCc', 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4febca88)', 'Label', 'AdminCc', 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, 'Label', 'AdminCc', 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /opt/rt4/local/html/Admin/Queues/People.html line 65

        HTML::Mason::Commands::__ANON__('GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '', 'Queue-AddWatcher-Principal-30', ...) called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4feaff30)', 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, undef, 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 955

        HTML::Mason::Request::call_next('RT::Interface::Web::Request=HASH(0x7fbc4fa53370)', 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'UserString', '', ...) called at /opt/rt4/local/html/Admin/autohandler line 49

        HTML::Mason::Commands::__ANON__('GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '', 'Queue-AddWatcher-Principal-30', ...) called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4ea48560)', 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, undef, 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', ...) called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 548

        RT::Interface::Web::ShowRequestedPage('HASH(0x7fbc4feafc00)') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 295

        RT::Interface::Web::HandleRequest('HASH(0x7fbc4feafc00)') called at /opt/rt4/local/html/autohandler line 53

        HTML::Mason::Commands::__ANON__('UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'GroupOp', 'LIKE', 'GroupString', ...) called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4e16e7c0)', 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'GroupOp', 'LIKE', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1297

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, undef, 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 481

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 481

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 433

        HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x7fbc4fa53370)') called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 85

        eval {...} called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 85

        HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x7fbc4fa53370)') called at /usr/local/share/perl5/HTML/Mason/Interp.pm line 342

        HTML::Mason::Interp::exec(undef, undef, 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'GroupOp', ...) called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 48

        eval {...} called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 48

        HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x7fbc4d42e258)', 'HTML::Mason::FakeApache=HASH(0x7fbc5000a380)', 'HASH(0x7fbc4fec58c0)') called at /usr/local/share/perl5/HTML/Mason/PSGIHandler/Streamy.pm line 52

        HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x7fbc50014e68)') called at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 255

        RT::Interface::Web::Handler::__ANON__('CODE(0x7fbc50014e68)') called at /usr/local/share/perl5/Plack/Util.pm line 324

        Plack::Util::__ANON__('CODE(0x7fbc4febe048)') called at /usr/local/share/perl5/Plack/Handler/Apache2.pm line 68

        Plack::Handler::Apache2::call_app('Plack::Handler::Apache2', 'Apache2::RequestRec=SCALAR(0x7fbc4fbb9fb8)', 'CODE(0x7fbc4cd08338)') called at /usr/local/share/perl5/Plack/Handler/Apache2.pm line 91

        Plack::Handler::Apache2::handler('Apache2::RequestRec=SCALAR(0x7fbc4fbb9fb8)') called at -e line 0

        eval {...} called at -e line 0 (/usr/local/share/perl5/Carp.pm:103)
 ======================================================================================================================================================

Any help would be greatly appreciated!

Thanks,
Greg




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From gregory.betz at thesiorg.com  Mon Jul 30 10:47:18 2012
From: gregory.betz at thesiorg.com (Betz, Gregory)
Date: Mon, 30 Jul 2012 14:47:18 +0000
Subject: [rt-users] EXTERNAL: Re:  EXTERNAL: Re: Group not found
In-Reply-To: <133EEDF91EDDE4468A43F6356F5DE99430C2C968@SWEXP201.corp.adroot.internal>
References: <133EEDF91EDDE4468A43F6356F5DE99430C2AC74@SWEXP201.corp.adroot.internal>
	<CAJCD8L99=Lr+kuGzb8dUZZD1cgPYmyguQNRi7v74czNMFMmeRQ@mail.gmail.com>
	<133EEDF91EDDE4468A43F6356F5DE99430C2ACE4@SWEXP201.corp.adroot.internal>
	<133EEDF91EDDE4468A43F6356F5DE99430C2B730@SWEXP201.corp.adroot.internal>
	<CAJCD8L9_o+jP+G8EvA3i2oOsfyQed+_2ZdfHHGALS=xh5Z-wbw@mail.gmail.com>
	<133EEDF91EDDE4468A43F6356F5DE99430C2C968@SWEXP201.corp.adroot.internal>
Message-ID: <133EEDF91EDDE4468A43F6356F5DE99430C2C9C3@SWEXP201.corp.adroot.internal>

To add to this, I'm positive that it is conflict with the old root account.

I just created another queue and the Roles section is there and watchers can be added.

Is there somewhere in the db that I can fix this or would it be best to just recreate the queues?

Thanks,
Greg

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Betz, Gregory
Sent: Monday, July 30, 2012 10:00 AM
To: Paul Tomblin
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] EXTERNAL: Re: EXTERNAL: Re: Group not found

I came back to this issue this morning and am still at a loss.

I created a group Admin and added the root user to it. I added full rights for the Admin group and specifically for the user 'root' for one of the queues with the issue and I am still receiving the same error.


I failed to mention that I converted an old MySQL DB from another RT server to the current RT server with PostgreSQL DB.  I only imported specific fields from the old database to the new database but everything else appears to be functioning correctly.

The tables (along with their sequences) I imported were: attachments, cachedgroupmembers, groupmembers, groups, principals, tickets, topics, transactions, users.

Could this have been an issue?

Thanks,
Greg

From: ptomblin at gmail.com<mailto:ptomblin at gmail.com> [mailto:ptomblin at gmail.com]<mailto:[mailto:ptomblin at gmail.com]> On Behalf Of Paul Tomblin
Sent: Wednesday, July 25, 2012 1:19 PM
To: Betz, Gregory
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: EXTERNAL: Re: [rt-users] EXTERNAL: Re: Group not found

That's just a consequence of the other error:
%if ($Members->Count == 0 ) {

$Members->Count returns an undef because of the error, which leads to the second error.

On Wed, Jul 25, 2012 at 1:13 PM, Betz, Gregory <gregory.betz at thesiorg.com<mailto:gregory.betz at thesiorg.com>> wrote:
Also, I noticed the following message after the aforementioned warning message in the log.

Use of uninitialized value in numeric eq (==) at /opt/rt4/local/html/Admin/Elements/EditQueueWatchers line 3. (/opt/rt4/local/html/Admin/Elements/EditQueueWatchers:3)

Thanks,
Greg

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:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Betz, Gregory
Sent: Wednesday, July 25, 2012 10:29 AM
To: Paul Tomblin
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] EXTERNAL: Re: Group not found

Hey Paul,

Thanks for the quick response.

I use the root account when attempting to put watchers on the queues, so I don't think this is the issue

Thanks,
Greg

From: ptomblin at gmail.com<mailto:ptomblin at gmail.com> [mailto:ptomblin at gmail.com]<mailto:[mailto:ptomblin at gmail.com]> On Behalf Of Paul Tomblin
Sent: Wednesday, July 25, 2012 10:25 AM
To: Betz, Gregory
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: EXTERNAL: Re: [rt-users] Group not found

I've seen this exact thing happen when the person trying to add the watchers didn't have permissions to the queues in question.  Rather than handling it properly, RT sticks a null queue name into the query, which the query doesn't like much.
On Wed, Jul 25, 2012 at 10:18 AM, Betz, Gregory <gregory.betz at thesiorg.com<mailto:gregory.betz at thesiorg.com>> wrote:
Hello all,

I am having issues trying to add watchers to most of my queues.  When I try to add a user or group I receive the error message "Group not found".

I can set watchers for 2 queues (one is the General queue) out of 9 total queues.

Also, I noticed that the 2 queues that I can set watchers has items under Roles in Group Rights while the queues that I cannot set the watchers does not.

The following error message is displayed in /var/log/httpd/error_log

======================================================================================================================================================

[Wed Jul 25 12:05:06 2012] [warning]: DBD::Pg::st execute failed: ERROR:  syntax error at or near ")"

LINE 1: ...nt(main.id<http://main.id>) FROM GroupMembers main  WHERE (main.GroupId = )

                                                                     ^ at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:587)





[Wed Jul 25 12:05:06 2012] [warning]: RT::Handle=HASH(0x7fbc4de27b10) couldn't execute the query 'SELECT count(main.id<http://main.id>) FROM GroupMembers main  WHERE (main.GroupId = ) ' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 600.

        DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7fbc4de27b10)', 'SELECT count(main.id<http://main.id>) FROM GroupMembers main  WHERE (main.Gro...') called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 291

        DBIx::SearchBuilder::_DoCount('RT::GroupMembers=HASH(0x7fbc4febdfb8)') called at /opt/rt4/sbin/../lib/RT/SearchBuilder.pm line 331

        RT::SearchBuilder::_DoCount('RT::GroupMembers=HASH(0x7fbc4febdfb8)') called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 1407

        DBIx::SearchBuilder::Count('RT::GroupMembers=HASH(0x7fbc4febdfb8)') called at /opt/rt4/local/html/Admin/Elements/EditQueueWatchers line 48

        HTML::Mason::Commands::__ANON__('QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4febff68)', 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /opt/rt4/local/html/Admin/Elements/EditQueueWatcherGroup line 55

        HTML::Mason::Commands::__ANON__('Label', 'AdminCc', 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4febca88)', 'Label', 'AdminCc', 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, 'Label', 'AdminCc', 'QueueObj', 'RT::Queue=HASH(0x7fbc4feb6a28)', 'Watchers', 'RT::Group=HASH(0x7fbc5000f3f0)') called at /opt/rt4/local/html/Admin/Queues/People.html line 65

        HTML::Mason::Commands::__ANON__('GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '', 'Queue-AddWatcher-Principal-30', ...) called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4feaff30)', 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, undef, 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 955

        HTML::Mason::Request::call_next('RT::Interface::Web::Request=HASH(0x7fbc4fa53370)', 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'UserString', '', ...) called at /opt/rt4/local/html/Admin/autohandler line 49

        HTML::Mason::Commands::__ANON__('GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '', 'Queue-AddWatcher-Principal-30', ...) called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4ea48560)', 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', 'GroupString', '', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, undef, 'GroupField', 'Name', 'UserOp', 'LIKE', 'GroupOp', 'LIKE', ...) called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 548

        RT::Interface::Web::ShowRequestedPage('HASH(0x7fbc4feafc00)') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 295

        RT::Interface::Web::HandleRequest('HASH(0x7fbc4feafc00)') called at /opt/rt4/local/html/autohandler line 53

        HTML::Mason::Commands::__ANON__('UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'GroupOp', 'LIKE', 'GroupString', ...) called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135

        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fbc4e16e7c0)', 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'GroupOp', 'LIKE', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1297

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292

        HTML::Mason::Request::comp(undef, undef, undef, 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 481

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 481

        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 433

        HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x7fbc4fa53370)') called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 85

        eval {...} called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 85

        HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x7fbc4fa53370)') called at /usr/local/share/perl5/HTML/Mason/Interp.pm line 342

        HTML::Mason::Interp::exec(undef, undef, 'UserOp', 'LIKE', 'Queue-AddWatcher-Principal-30', 'AdminCc', 'id', 5, 'GroupOp', ...) called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 48

        eval {...} called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 48

        HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x7fbc4d42e258)', 'HTML::Mason::FakeApache=HASH(0x7fbc5000a380)', 'HASH(0x7fbc4fec58c0)') called at /usr/local/share/perl5/HTML/Mason/PSGIHandler/Streamy.pm line 52

        HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x7fbc50014e68)') called at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 255

        RT::Interface::Web::Handler::__ANON__('CODE(0x7fbc50014e68)') called at /usr/local/share/perl5/Plack/Util.pm line 324

        Plack::Util::__ANON__('CODE(0x7fbc4febe048)') called at /usr/local/share/perl5/Plack/Handler/Apache2.pm line 68

        Plack::Handler::Apache2::call_app('Plack::Handler::Apache2', 'Apache2::RequestRec=SCALAR(0x7fbc4fbb9fb8)', 'CODE(0x7fbc4cd08338)') called at /usr/local/share/perl5/Plack/Handler/Apache2.pm line 91

        Plack::Handler::Apache2::handler('Apache2::RequestRec=SCALAR(0x7fbc4fbb9fb8)') called at -e line 0

        eval {...} called at -e line 0 (/usr/local/share/perl5/Carp.pm:103)
 ======================================================================================================================================================

Any help would be greatly appreciated!

Thanks,
Greg




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From JThuau at spacex.com  Mon Jul 30 11:19:52 2012
From: JThuau at spacex.com (Joachim Thuau)
Date: Mon, 30 Jul 2012 15:19:52 +0000
Subject: [rt-users] How to automatically disable user account
In-Reply-To: <49BFBF371580BE4A921A738E1E1C95C510D29E61@PSDAG01.office.loro.swiss>
Message-ID: <CC3BF351.22E81%joachim.thuau@spacex.com>

This should get you started:

(&(objectClass=user)(!(objectClass=computer))(mail=*)(!(userAccountControl:1.2.840.113556.1.4.803:=2)))

That is:
* users, not computers, which are mail enabled, and which don't have the bit in userAccountControl set for "disabled account".

>From there, you can write a perl script that go over every user in your RT db, and checks them against this filter via LDAP and updates the users that are disabled in AD...

Thanks,
Jok
--
| Joachim Thuau | IT Systems Engineer - Linux / SpaceX |

From: Kriegers Horst <Horst.Kriegers at loro.ch<mailto:Horst.Kriegers at loro.ch>>
Date: Monday, July 30, 2012 2:48 AM
To: 'ML - rt-users' <rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>>
Subject: [rt-users] How to automatically disable user account

Hi all,

Based on AD user properties ?userAccountControl? , I need to automatically disable RT users (similar to unchecking the checkbox "Let User Access RT" in the rt web UI).
It is possible to do this ? With a Perl script ?

Thanks for your help.
Horst






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Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way.

________________________________


From tjg at soe.ucsc.edu  Mon Jul 30 13:49:45 2012
From: tjg at soe.ucsc.edu (Tim Gustafson)
Date: Mon, 30 Jul 2012 10:49:45 -0700
Subject: [rt-users] Reporting SPAM From Within RT
Message-ID: <CAG27QgTC+2BH_T_zriWxCBK-oOvuaN_6TpHVPQaqEW_-y76nfA@mail.gmail.com>

Hi,

One problem that I have fairly regularly is that SPAM makes its way
into my RT tickets.

I run SpamAssassin on my RT box, so I was thinking that it should be
easy-ish to connect RT to SpamAssassin's Bayesian learner to help weed
these messages out in the future.

I came across RT::Extension::ReportSpam but it seems that it is written for 3.6.

Does anyone have that module working in 4.x?  Does it integrate with
SpamAssassin, or does it handle SPAM some otherway?

If that module does not work with SpamAssassin, how hard would it be
to connect RT to SpamAssassin?

-- 

Tim Gustafson
tjg at soe.ucsc.edu
831-459-5354
Baskin Engineering, Room 313A


From ktm at rice.edu  Mon Jul 30 14:00:18 2012
From: ktm at rice.edu (ktm at rice.edu)
Date: Mon, 30 Jul 2012 13:00:18 -0500
Subject: [rt-users] Reporting SPAM From Within RT
In-Reply-To: <CAG27QgTC+2BH_T_zriWxCBK-oOvuaN_6TpHVPQaqEW_-y76nfA@mail.gmail.com>
References: <CAG27QgTC+2BH_T_zriWxCBK-oOvuaN_6TpHVPQaqEW_-y76nfA@mail.gmail.com>
Message-ID: <20120730180018.GQ15829@aart.rice.edu>

On Mon, Jul 30, 2012 at 10:49:45AM -0700, Tim Gustafson wrote:
> Hi,
> 
> One problem that I have fairly regularly is that SPAM makes its way
> into my RT tickets.
> 
> I run SpamAssassin on my RT box, so I was thinking that it should be
> easy-ish to connect RT to SpamAssassin's Bayesian learner to help weed
> these messages out in the future.
> 
> I came across RT::Extension::ReportSpam but it seems that it is written for 3.6.
> 
> Does anyone have that module working in 4.x?  Does it integrate with
> SpamAssassin, or does it handle SPAM some otherway?
> 
> If that module does not work with SpamAssassin, how hard would it be
> to connect RT to SpamAssassin?
> 
> -- 
> 
> Tim Gustafson
> tjg at soe.ucsc.edu
> 831-459-5354
> Baskin Engineering, Room 313A
> 

Hi Tim,

We put DSPAM in front of our RT instances. Then if a spam message makes
it into the system, we make the ticket status Rejected and that triggers
a retrain within the DSPAM system. Maybe something like that would work
for you.

Regards,
Ken

PS What is your Spamassassin Bayesian accuracy? DSPAM always seemed much
more accurate in our situations.


From hesan.y at sussexstudent.com  Mon Jul 30 16:31:24 2012
From: hesan.y at sussexstudent.com (Hesan D Yousif)
Date: Mon, 30 Jul 2012 21:31:24 +0100
Subject: [rt-users] RT 4.0.6 still not receiving incoming tickets via email
Message-ID: <5016EF1C.2080906@sussexstudent.com>

I have had problems with incoming tickets not being received into RT and 
mail delivery delays and failures occurring.

I have checked MX records and traced the route to the server from the 
DNS -and all seems fine and correct.

My scenario is:

RT server sits on domain X
Postfix ESMTP with authentication

Emails sent from domain Y into RT on domain X
Emails sent from RT handled by Google
Emails sent into RT also handled by Google.

Could anyone shed some light please?

Many thanks,
Hesan


From marcinikj at yahoo.com  Mon Jul 30 17:37:41 2012
From: marcinikj at yahoo.com (James Marcinik)
Date: Mon, 30 Jul 2012 14:37:41 -0700 (PDT)
Subject: [rt-users] Steal ticket using REST interface
Message-ID: <1343684261.60553.YahooMailNeo@web160803.mail.bf1.yahoo.com>

Well, I don't see this on the wiki and Google is not turning anything up, so I am hoping to get some answers here.

I have a basic REST client working to get tickets, add comments, etc. ?In order to publicly reply to a ticket, I need to steal it first. ?I saw in the 3.6.0 release notes from 2006 that this functionality should be available, but the wiki doesn't really say how.

Here is what doesn't work so far:

Issue a basic request to "/REST/1.0/ticket/[ticketnumber]/steal"
Issue request to "/REST/1.0/ticket/[ticketnumber]/steal" and set content variable with "id: [ticketnumber] Action: steal" (yes, each key/value on a seperate line)

Issue request to "/REST/1.0/ticket/[ticketnumber]/comment" and set content variable with "id: [ticketnumber] Action: steal"

Issue request to "/REST/1.0/ticket/[ticketnumber]/edit" and set content variable with "owner: [username]"?


I know I am missing some obvious, any help?
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From hyu at redhat.com  Mon Jul 30 21:30:55 2012
From: hyu at redhat.com (hyu at redhat.com)
Date: Tue, 31 Jul 2012 11:30:55 +1000
Subject: [rt-users] Reporting SPAM From Within RT
In-Reply-To: <CAG27QgTC+2BH_T_zriWxCBK-oOvuaN_6TpHVPQaqEW_-y76nfA@mail.gmail.com>
References: <CAG27QgTC+2BH_T_zriWxCBK-oOvuaN_6TpHVPQaqEW_-y76nfA@mail.gmail.com>
Message-ID: <5017354F.5060901@redhat.com>

On 07/31/2012 03:49 AM, Tim Gustafson wrote:
> Hi,
>
> One problem that I have fairly regularly is that SPAM makes its way
> into my RT tickets.
>
> I run SpamAssassin on my RT box, so I was thinking that it should be
> easy-ish to connect RT to SpamAssassin's Bayesian learner to help weed
> these messages out in the future.
>
> I came across RT::Extension::ReportSpam but it seems that it is written for 3.6.
>
> Does anyone have that module working in 4.x?  Does it integrate with
> SpamAssassin, or does it handle SPAM some otherway?
Hi

I updated the ReportSpam extension for RT 4.0 and did a pull request in 
github, but didn't get
reply from the author.

https://github.com/bestpractical/rt-extension-reportspam/pulls


>
> If that module does not work with SpamAssassin, how hard would it be
> to connect RT to SpamAssassin?
>



From Horst.Kriegers at loro.ch  Tue Jul 31 01:58:57 2012
From: Horst.Kriegers at loro.ch (Kriegers Horst)
Date: Tue, 31 Jul 2012 05:58:57 +0000
Subject: [rt-users] How to automatically disable user account
In-Reply-To: <CC3BF351.22E81%joachim.thuau@spacex.com>
References: <49BFBF371580BE4A921A738E1E1C95C510D29E61@PSDAG01.office.loro.swiss>
	<CC3BF351.22E81%joachim.thuau@spacex.com>
Message-ID: <49BFBF371580BE4A921A738E1E1C95C510D2A02A@PSDAG01.office.loro.swiss>

Thanks for this start idea.

Horst





> -----Message d'origine-----
> De : rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] De la part de Joachim Thuau
> Envoy? : lundi, 30. juillet 2012 17:20
> ? : 'ML - rt-users'
> Objet : Re: [rt-users] How to automatically disable user account
>
> This should get you started:
>
> (&(objectClass=user)(!(objectClass=computer))(mail=*)(!(userAccountContr
> ol:1.2.840.113556.1.4.803:=2)))
>
> That is:
> * users, not computers, which are mail enabled, and which don't have the bit
> in userAccountControl set for "disabled account".
>
> From there, you can write a perl script that go over every user in your RT db,
> and checks them against this filter via LDAP and updates the users that are
> disabled in AD...
>
> Thanks,
> Jok
> --
> | Joachim Thuau | IT Systems Engineer - Linux / SpaceX |
>
> From: Kriegers Horst
> <Horst.Kriegers at loro.ch<mailto:Horst.Kriegers at loro.ch>>
> Date: Monday, July 30, 2012 2:48 AM
> To: 'ML - rt-users' <rt-users at lists.bestpractical.com<mailto:rt-
> users at lists.bestpractical.com>>
> Subject: [rt-users] How to automatically disable user account
>
> Hi all,
>
> Based on AD user properties ?userAccountControl? , I need to automatically
> disable RT users (similar to unchecking the checkbox "Let User Access RT" in
> the rt web UI).
> It is possible to do this ? With a Perl script ?
>
> Thanks for your help.
> Horst
>
>
>
>
>
>
> ________________________________
> Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la
> personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire
> pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel.
> Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou
> de l'utiliser de quelque mani?re que ce soit.
>
> ________________________________
> Important Notice: The content of this e-mail is intended only and solely for
> the use of the named recipient or organization. If you are not the named
> recipient, please inform us immediately and delete the present e-mail. In this
> case, you are not allowed to copy, distribute or use this e-mail in any way.
>
> ________________________________

________________________________
Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit.

________________________________
Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way.

________________________________

From Torben.Nehmer at cancom.de  Tue Jul 31 05:44:50 2012
From: Torben.Nehmer at cancom.de (Nehmer Torben)
Date: Tue, 31 Jul 2012 11:44:50 +0200
Subject: [rt-users] RT intermittently fails to send mails after recent
	Debian Update
Message-ID: <AC5D0502DFE96948924DAD837EA8CFD3010B99AE9FB0@JETMX003.int.cancom.de>

Hello,

I am using RT 4 on an Debian Stable using the backports builds. On Saturday we updated the installation to 4.0.5-3~bpo60+1 in response to the latest security advisory. Since then, we have intermittent problems in the mail communication originating from the RT system. Most of the mails work fine (perhaps 99%) but a few are rejected by Postfix with this error message:

                postfix/sendmail[31546]: fatal: www-data(33): No recipient addresses found in message header

There have not been any configuration changes over the weekend except for the RT upgrade off 4.0.5-1~bpo60+1.

Upon setting the log level to Debug I had the following case just a few minutes ago:

A new mail got in over the Mail gateway from User h.s at domain<mailto:h.s at domain>, a user already known to RT. The ticket got created correctly in the queue MwStFreigabe in question. It had no owner and h.s at domain<mailto:h.s at domain> as requestor. In addition, the queue has a.s at domain<mailto:a.s at domain> as AdminCC configured.

Now RT fails to send both mails related to this ticket creation:

First there is Scrip scrip 4, which is configured as "On Create, Notify AdminCcs with Global Template Transaction during TransactionCreate", there is nothing user defined beyond this.

The template Transaction is of Type Perl and looks like this:

RT-Attach-Message: yes


{$Transaction->CreatedAsString}: Anfrage {$Ticket->id} wurde ver?ndert.
Transaktion: {$Transaction->Description}
     Bereich: {$Ticket->QueueObj->Name}
     Betreff: {$Transaction->Subject || $Ticket->Subject || "(No subject given)"}
    Besitzer: {$Ticket->OwnerObj->Name}
    Klienten: {$Ticket->RequestorAddresses}
      Status: {$Ticket->Status}
   Priorit?t: {$Ticket->Priority}/{$Ticket->FinalPriority}
Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >


{$Transaction->Content()}

The mail doesn't get sent with the error above. RT logs this (some messages about skipped scripts skipped for brevity), the transaction in question was the 964235 on Ticket 53293:

[Tue Jul 31 08:47:07 2012] [debug]: Committing scrip #4 on txn #964235 of ticket #53293 (/usr/share/request-tracker4/lib/RT/Scrips.pm:192)
[Tue Jul 31 08:47:07 2012] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x7fcf305d8918), id 964235 (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:644)
[Tue Jul 31 08:47:07 2012] [debug]: Working on mailfield Cc; recipients are  (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:660)
[Tue Jul 31 08:47:07 2012] [debug]: Subject: =?UTF-8?B?W013U3QgRnJlaWdhYmUgIzUzMjkzXSBjY2QgLSAxMjUzMDcwIC0gVW50ZXJu?=
=?UTF-8?B?ZWhtZXJlaWdlbnNjaGFmdCBwcsO8ZmVu?=
From: "The RT System itself via RT" <queue at domain>
Reply-To: queue.rt at domain
In-Reply-To:
References: <RT-Ticket-53293 at domain>
Message-ID: <rt-4.0.5-31511-1343724427-334.53293-4-0 at domain>
Precedence: bulk
X-RT-Loop-Prevention: CANCOM Tickets
RT-Ticket: CANCOM Tickets #53293
Managed-by: RT 4.0.5 (http://www.bestpractical.com/rt/)
Bcc: a.s at domain
To: "AdminCc of CANCOM Tickets Ticket #53293":;
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8 (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:667)
[Tue Jul 31 08:47:07 2012] [debug]: Removing deferred recipients from Cc: line (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:690)
[Tue Jul 31 08:47:07 2012] [debug]: Setting deferred recipients for attribute creation (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:699)
[Tue Jul 31 08:47:07 2012] [debug]: Working on mailfield Bcc; recipients are a.s at domain (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:660)
[Tue Jul 31 08:47:07 2012] [debug]: Subject: =?UTF-8?B?W013U3QgRnJlaWdhYmUgIzUzMjkzXSBjY2QgLSAxMjUzMDcwIC0gVW50ZXJu?=
=?UTF-8?B?ZWhtZXJlaWdlbnNjaGFmdCBwcsO8ZmVu?=
From: "The RT System itself via RT" <queue at domain>
Reply-To: queue at domain
In-Reply-To:
References: <RT-Ticket-53293 at domain >
Message-ID: <rt-4.0.5-31511-1343724427-334.53293-4-0 at domain >
Precedence: bulk
X-RT-Loop-Prevention: CANCOM Tickets
RT-Ticket: CANCOM Tickets #53293
Managed-by: RT 4.0.5 (http://www.bestpractical.com/rt/)
Bcc: a.s at domain
To: "AdminCc of CANCOM Tickets Ticket #53293":;
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8 (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:667)
[Tue Jul 31 08:47:07 2012] [debug]: Got user mail preference 'Individual messages' for user alexander.schmucker at cancom.de (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:681)
[Tue Jul 31 08:47:07 2012] [debug]: Removing deferred recipients from Bcc: line (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:690)
[Tue Jul 31 08:47:07 2012] [debug]: Setting deferred recipients for attribute creation (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:699)
[Tue Jul 31 08:47:07 2012] [debug]: No recipients found for deferred delivery on transaction #964235 (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:712)
[Tue Jul 31 08:47:07 2012] [info]: <rt-4.0.5-31511-1343724427-334.53293-4-0 at CANCOM> #53293/964235 - Scrip 4 AdminCC beim Erstellen benachrichtigen (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:301)
[Tue Jul 31 08:47:07 2012] [error]: <rt-4.0.5-31511-1343724427-334.53293-4-0 at CANCOM>: `/usr/sbin/sendmail -oi -t` exited with code 75 (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:465)
[Tue Jul 31 08:47:07 2012] [crit]: <rt-4.0.5-31511-1343724427-334.53293-4-0 at CANCOM>: Could not send mail with command `/usr/sbin/sendmail -oi -t`: <rt-4.0.5-31511-1343724427-334.53293-4-0 at CANCOM>: `/usr/sbin/sendmail -oi -t` exited with code 75 at /usr/share/request-tracker4/lib/RT/Interface/Email.pm line 466. (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:470)
[Tue Jul 31 08:47:07 2012] [warning]: No EmailInputEncodings set, fallback to iso-8859-1 (/usr/share/request-tracker4/lib/RT/I18N.pm:431)
[Tue Jul 31 08:47:07 2012] [warning]: No EmailInputEncodings set, fallback to iso-8859-1 (/usr/share/request-tracker4/lib/RT/I18N.pm:431)
[Tue Jul 31 08:47:07 2012] [debug]: Converting 'iso-8859-1' to 'utf-8' for text/plain - Subjectless message (/usr/share/request-tracker4/lib/RT/I18N.pm:240)

I'd appreciate any help to get to the bottom of this.

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 jzabolotnyi at arces.net  Tue Jul 31 06:51:44 2012
From: jzabolotnyi at arces.net (Jack Zabolotnyi)
Date: Tue, 31 Jul 2012 12:51:44 +0200
Subject: [rt-users] RT intermittently fails to send mails after recent
 Debian Update
In-Reply-To: <AC5D0502DFE96948924DAD837EA8CFD3010B99AE9FB0@JETMX003.int.cancom.de>
References: <AC5D0502DFE96948924DAD837EA8CFD3010B99AE9FB0@JETMX003.int.cancom.de>
Message-ID: <CAJEC3g2zne7eLtevXsidPj6LLJt_d_w5W8==CZWk_VoDZEAp7Q@mail.gmail.com>

You missing recepient: as you can see in logs, rt is trying to send message
to To: "AdminCc of CANCOM Tickets Ticket #53293":;, but there is no
recepient's email address (and postfix drops such message). Please check
your users and verifu if all of them have email address and if in your
ticket correct address is given.

On Tue, Jul 31, 2012 at 11:44 AM, Nehmer Torben <Torben.Nehmer at cancom.de>wrote:

> Hello,****
>
> ** **
>
> I am using RT 4 on an Debian Stable using the backports builds. On
> Saturday we updated the installation to 4.0.5-3~bpo60+1 in response to the
> latest security advisory. Since then, we have intermittent problems in the
> mail communication originating from the RT system. Most of the mails work
> fine (perhaps 99%) but a few are rejected by Postfix with this error
> message:****
>
> ** **
>
>                 postfix/sendmail[31546]: fatal: www-data(33): No recipient
> addresses found in message header****
>
> ** **
>
> There have not been any configuration changes over the weekend except for
> the RT upgrade off 4.0.5-1~bpo60+1. ****
>
> ** **
>
> Upon setting the log level to Debug I had the following case just a few
> minutes ago:****
>
> ** **
>
> A new mail got in over the Mail gateway from User h.s at domain, a user
> already known to RT. The ticket got created correctly in the queue *
> MwStFreigabe* in question. It had no owner and h.s at domain as requestor.
> In addition, the queue has a.s at domain as AdminCC configured. ****
>
> ** **
>
> Now RT fails to send both mails related to this ticket creation:****
>
> ** **
>
> First there is Scrip scrip 4, which is configured as ?On Create, Notify
> AdminCcs with Global Template Transaction during TransactionCreate?, there
> is nothing user defined beyond this. ****
>
> ** **
>
> The template Transaction is of Type Perl and looks like this:****
>
> ** **
>
> RT-Attach-Message: yes****
>
> ** **
>
> ** **
>
> {$Transaction->CreatedAsString}: Anfrage {$Ticket->id} wurde ver?ndert.***
> *
>
> Transaktion: {$Transaction->Description}****
>
>      Bereich: {$Ticket->QueueObj->Name}****
>
>      Betreff: {$Transaction->Subject || $Ticket->Subject || "(No subject
> given)"}****
>
>     Besitzer: {$Ticket->OwnerObj->Name}****
>
>     Klienten: {$Ticket->RequestorAddresses}****
>
>       Status: {$Ticket->Status}****
>
>    Priorit?t: {$Ticket->Priority}/{$Ticket->FinalPriority}****
>
> Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >****
>
> ** **
>
> ** **
>
> {$Transaction->Content()}****
>
> ** **
>
> The mail doesn?t get sent with the error above. RT logs this (some
> messages about skipped scripts skipped for brevity), the transaction in
> question was the 964235 on Ticket 53293:****
>
> ** **
>
> [Tue Jul 31 08:47:07 2012] [debug]: Committing scrip #4 on txn #964235 of
> ticket #53293 (/usr/share/request-tracker4/lib/RT/Scrips.pm:192)****
>
> [Tue Jul 31 08:47:07 2012] [debug]: Calling SetRecipientDigests for
> transaction RT::Transaction=HASH(0x7fcf305d8918), id 964235
> (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:644)****
>
> [Tue Jul 31 08:47:07 2012] [debug]: Working on mailfield Cc; recipients
> are  (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:660)****
>
> [Tue Jul 31 08:47:07 2012] [debug]: Subject:
> =?UTF-8?B?W013U3QgRnJlaWdhYmUgIzUzMjkzXSBjY2QgLSAxMjUzMDcwIC0gVW50ZXJu?=**
> **
>
> =?UTF-8?B?ZWhtZXJlaWdlbnNjaGFmdCBwcsO8ZmVu?=****
>
> From: "The RT System itself via RT" <queue at domain>****
>
> Reply-To: queue.rt at domain****
>
> In-Reply-To: ****
>
> References: <RT-Ticket-53293 at domain>****
>
> Message-ID: <rt-4.0.5-31511-1343724427-334.53293-4-0 at domain>****
>
> Precedence: bulk****
>
> X-RT-Loop-Prevention: CANCOM Tickets****
>
> RT-Ticket: CANCOM Tickets #53293****
>
> Managed-by: RT 4.0.5 (http://www.bestpractical.com/rt/)****
>
> Bcc: a.s at domain****
>
> To: "AdminCc of CANCOM Tickets Ticket #53293":;****
>
> MIME-Version: 1.0****
>
> Content-Transfer-Encoding: 8bit****
>
> Content-Type: text/plain; charset="utf-8"****
>
> X-RT-Original-Encoding: utf-8
> (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:667)****
>
> [Tue Jul 31 08:47:07 2012] [debug]: Removing deferred recipients from Cc:
> line (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:690)****
>
> [Tue Jul 31 08:47:07 2012] [debug]: Setting deferred recipients for
> attribute creation
> (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:699)****
>
> [Tue Jul 31 08:47:07 2012] [debug]: Working on mailfield Bcc; recipients
> are a.s at domain(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:660)
> ****
>
> [Tue Jul 31 08:47:07 2012] [debug]: Subject:
> =?UTF-8?B?W013U3QgRnJlaWdhYmUgIzUzMjkzXSBjY2QgLSAxMjUzMDcwIC0gVW50ZXJu?=**
> **
>
> =?UTF-8?B?ZWhtZXJlaWdlbnNjaGFmdCBwcsO8ZmVu?=****
>
> From: "The RT System itself via RT" <queue at domain>****
>
> Reply-To: queue at domain****
>
> In-Reply-To: ****
>
> References: <RT-Ticket-53293 at domain >****
>
> Message-ID: <rt-4.0.5-31511-1343724427-334.53293-4-0 at domain >****
>
> Precedence: bulk****
>
> X-RT-Loop-Prevention: CANCOM Tickets****
>
> RT-Ticket: CANCOM Tickets #53293****
>
> Managed-by: RT 4.0.5 (http://www.bestpractical.com/rt/)****
>
> Bcc: a.s at domain****
>
> To: "AdminCc of CANCOM Tickets Ticket #53293":;****
>
> MIME-Version: 1.0****
>
> Content-Transfer-Encoding: 8bit****
>
> Content-Type: text/plain; charset="utf-8"****
>
> X-RT-Original-Encoding: utf-8
> (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:667)****
>
> [Tue Jul 31 08:47:07 2012] [debug]: Got user mail preference 'Individual
> messages' for user alexander.schmucker at cancom.de(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:681)
> ****
>
> [Tue Jul 31 08:47:07 2012] [debug]: Removing deferred recipients from Bcc:
> line (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:690)****
>
> [Tue Jul 31 08:47:07 2012] [debug]: Setting deferred recipients for
> attribute creation
> (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:699)****
>
> [Tue Jul 31 08:47:07 2012] [debug]: No recipients found for deferred
> delivery on transaction #964235
> (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:712)****
>
> [Tue Jul 31 08:47:07 2012] [info]:
> <rt-4.0.5-31511-1343724427-334.53293-4-0 at CANCOM> #53293/964235 - Scrip 4
> AdminCC beim Erstellen benachrichtigen
> (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:301)****
>
> [Tue Jul 31 08:47:07 2012] [error]:
> <rt-4.0.5-31511-1343724427-334.53293-4-0 at CANCOM>: `/usr/sbin/sendmail -oi
> -t` exited with code 75
> (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:465)****
>
> [Tue Jul 31 08:47:07 2012] [crit]:
> <rt-4.0.5-31511-1343724427-334.53293-4-0 at CANCOM>: Could not send mail
> with command `/usr/sbin/sendmail -oi -t`:
> <rt-4.0.5-31511-1343724427-334.53293-4-0 at CANCOM>: `/usr/sbin/sendmail -oi
> -t` exited with code 75 at
> /usr/share/request-tracker4/lib/RT/Interface/Email.pm line 466.
> (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:470)****
>
> [Tue Jul 31 08:47:07 2012] [warning]: No EmailInputEncodings set, fallback
> to iso-8859-1 (/usr/share/request-tracker4/lib/RT/I18N.pm:431)****
>
> [Tue Jul 31 08:47:07 2012] [warning]: No EmailInputEncodings set, fallback
> to iso-8859-1 (/usr/share/request-tracker4/lib/RT/I18N.pm:431)****
>
> [Tue Jul 31 08:47:07 2012] [debug]: Converting 'iso-8859-1' to 'utf-8' for
> text/plain - Subjectless message
> (/usr/share/request-tracker4/lib/RT/I18N.pm:240)****
>
> ** **
>
> I?d appreciate any help to get to the bottom of this.****
>
> ** **
>
> 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!****
>
> ** **
>



-- 
Jack Zabolotnyi
Arces Network, LLC

e: jzabolotnyi at arces.net
w: http://www.arces.net

PGP key: 2048R/7F2AB658 2012-07-02
PGP fingerprint: 4C7E 00A8 5210 F3D9 0509  C70E 87C8 666E 7F2A B658
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From jbrandt at bestpractical.com  Tue Jul 31 08:13:23 2012
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Tue, 31 Jul 2012 08:13:23 -0400
Subject: [rt-users] RT intermittently fails to send mails after recent
 Debian Update
In-Reply-To: <CAJEC3g2zne7eLtevXsidPj6LLJt_d_w5W8==CZWk_VoDZEAp7Q@mail.gmail.com>
References: <AC5D0502DFE96948924DAD837EA8CFD3010B99AE9FB0@JETMX003.int.cancom.de>
	<CAJEC3g2zne7eLtevXsidPj6LLJt_d_w5W8==CZWk_VoDZEAp7Q@mail.gmail.com>
Message-ID: <5017CBE3.8080509@bestpractical.com>

Did any perl modules get updated as part of the upgrade?

What version of Email::Address is installed?
(perl -e 'use Email::Address; print $Email::Address::VERSION;')


On 7/31/12 6:51 AM, Jack Zabolotnyi wrote:
> You missing recepient: as you can see in logs, rt is trying to send message
> to To: "AdminCc of CANCOM Tickets Ticket #53293":;, but there is no
> recepient's email address (and postfix drops such message). Please check
> your users and verifu if all of them have email address and if in your
> ticket correct address is given.
>
> On Tue, Jul 31, 2012 at 11:44 AM, Nehmer Torben <Torben.Nehmer at cancom.de>wrote:
>
>> Hello,****
>>
>> ** **
>>
>> I am using RT 4 on an Debian Stable using the backports builds. On
>> Saturday we updated the installation to 4.0.5-3~bpo60+1 in response to the
>> latest security advisory. Since then, we have intermittent problems in the
>> mail communication originating from the RT system. Most of the mails work
>> fine (perhaps 99%) but a few are rejected by Postfix with this error
>> message:****
>>
>> ** **
>>
>>                  postfix/sendmail[31546]: fatal: www-data(33): No recipient
>> addresses found in message header****
>>
>> ** **
>>
>> There have not been any configuration changes over the weekend except for
>> the RT upgrade off 4.0.5-1~bpo60+1. ****
>>
>> ** **
>>
>> Upon setting the log level to Debug I had the following case just a few
>> minutes ago:****
>>
>> ** **
>>
>> A new mail got in over the Mail gateway from User h.s at domain, a user
>> already known to RT. The ticket got created correctly in the queue *
>> MwStFreigabe* in question. It had no owner and h.s at domain as requestor.
>> In addition, the queue has a.s at domain as AdminCC configured. ****
>>
>> ** **
>>
>> Now RT fails to send both mails related to this ticket creation:****
>>
>> ** **
>>
>> First there is Scrip scrip 4, which is configured as ?On Create, Notify
>> AdminCcs with Global Template Transaction during TransactionCreate?, there
>> is nothing user defined beyond this. ****
>>
>> ** **
>>
>> The template Transaction is of Type Perl and looks like this:****
>>
>> ** **
>>
>> RT-Attach-Message: yes****
>>
>> ** **
>>
>> ** **
>>
>> {$Transaction->CreatedAsString}: Anfrage {$Ticket->id} wurde ver?ndert.***
>> *
>>
>> Transaktion: {$Transaction->Description}****
>>
>>       Bereich: {$Ticket->QueueObj->Name}****
>>
>>       Betreff: {$Transaction->Subject || $Ticket->Subject || "(No subject
>> given)"}****
>>
>>      Besitzer: {$Ticket->OwnerObj->Name}****
>>
>>      Klienten: {$Ticket->RequestorAddresses}****
>>
>>        Status: {$Ticket->Status}****
>>
>>     Priorit?t: {$Ticket->Priority}/{$Ticket->FinalPriority}****
>>
>> Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >****
>>
>> ** **
>>
>> ** **
>>
>> {$Transaction->Content()}****
>>
>> ** **
>>
>> The mail doesn?t get sent with the error above. RT logs this (some
>> messages about skipped scripts skipped for brevity), the transaction in
>> question was the 964235 on Ticket 53293:****
>>
>> ** **
>>
>> [Tue Jul 31 08:47:07 2012] [debug]: Committing scrip #4 on txn #964235 of
>> ticket #53293 (/usr/share/request-tracker4/lib/RT/Scrips.pm:192)****
>>
>> [Tue Jul 31 08:47:07 2012] [debug]: Calling SetRecipientDigests for
>> transaction RT::Transaction=HASH(0x7fcf305d8918), id 964235
>> (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:644)****
>>
>> [Tue Jul 31 08:47:07 2012] [debug]: Working on mailfield Cc; recipients
>> are  (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:660)****
>>
>> [Tue Jul 31 08:47:07 2012] [debug]: Subject:
>> =?UTF-8?B?W013U3QgRnJlaWdhYmUgIzUzMjkzXSBjY2QgLSAxMjUzMDcwIC0gVW50ZXJu?=**
>> **
>>
>> =?UTF-8?B?ZWhtZXJlaWdlbnNjaGFmdCBwcsO8ZmVu?=****
>>
>> From: "The RT System itself via RT" <queue at domain>****
>>
>> Reply-To: queue.rt at domain****
>>
>> In-Reply-To: ****
>>
>> References: <RT-Ticket-53293 at domain>****
>>
>> Message-ID: <rt-4.0.5-31511-1343724427-334.53293-4-0 at domain>****
>>
>> Precedence: bulk****
>>
>> X-RT-Loop-Prevention: CANCOM Tickets****
>>
>> RT-Ticket: CANCOM Tickets #53293****
>>
>> Managed-by: RT 4.0.5 (http://www.bestpractical.com/rt/)****
>>
>> Bcc: a.s at domain****
>>
>> To: "AdminCc of CANCOM Tickets Ticket #53293":;****
>>
>> MIME-Version: 1.0****
>>
>> Content-Transfer-Encoding: 8bit****
>>
>> Content-Type: text/plain; charset="utf-8"****
>>
>> X-RT-Original-Encoding: utf-8
>> (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:667)****
>>
>> [Tue Jul 31 08:47:07 2012] [debug]: Removing deferred recipients from Cc:
>> line (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:690)****
>>
>> [Tue Jul 31 08:47:07 2012] [debug]: Setting deferred recipients for
>> attribute creation
>> (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:699)****
>>
>> [Tue Jul 31 08:47:07 2012] [debug]: Working on mailfield Bcc; recipients
>> are a.s at domain(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:660)
>> ****
>>
>> [Tue Jul 31 08:47:07 2012] [debug]: Subject:
>> =?UTF-8?B?W013U3QgRnJlaWdhYmUgIzUzMjkzXSBjY2QgLSAxMjUzMDcwIC0gVW50ZXJu?=**
>> **
>>
>> =?UTF-8?B?ZWhtZXJlaWdlbnNjaGFmdCBwcsO8ZmVu?=****
>>
>> From: "The RT System itself via RT" <queue at domain>****
>>
>> Reply-To: queue at domain****
>>
>> In-Reply-To: ****
>>
>> References: <RT-Ticket-53293 at domain >****
>>
>> Message-ID: <rt-4.0.5-31511-1343724427-334.53293-4-0 at domain >****
>>
>> Precedence: bulk****
>>
>> X-RT-Loop-Prevention: CANCOM Tickets****
>>
>> RT-Ticket: CANCOM Tickets #53293****
>>
>> Managed-by: RT 4.0.5 (http://www.bestpractical.com/rt/)****
>>
>> Bcc: a.s at domain****
>>
>> To: "AdminCc of CANCOM Tickets Ticket #53293":;****
>>
>> MIME-Version: 1.0****
>>
>> Content-Transfer-Encoding: 8bit****
>>
>> Content-Type: text/plain; charset="utf-8"****
>>
>> X-RT-Original-Encoding: utf-8
>> (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:667)****
>>
>> [Tue Jul 31 08:47:07 2012] [debug]: Got user mail preference 'Individual
>> messages' for user alexander.schmucker at cancom.de(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:681)
>> ****
>>
>> [Tue Jul 31 08:47:07 2012] [debug]: Removing deferred recipients from Bcc:
>> line (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:690)****
>>
>> [Tue Jul 31 08:47:07 2012] [debug]: Setting deferred recipients for
>> attribute creation
>> (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:699)****
>>
>> [Tue Jul 31 08:47:07 2012] [debug]: No recipients found for deferred
>> delivery on transaction #964235
>> (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:712)****
>>
>> [Tue Jul 31 08:47:07 2012] [info]:
>> <rt-4.0.5-31511-1343724427-334.53293-4-0 at CANCOM> #53293/964235 - Scrip 4
>> AdminCC beim Erstellen benachrichtigen
>> (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:301)****
>>
>> [Tue Jul 31 08:47:07 2012] [error]:
>> <rt-4.0.5-31511-1343724427-334.53293-4-0 at CANCOM>: `/usr/sbin/sendmail -oi
>> -t` exited with code 75
>> (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:465)****
>>
>> [Tue Jul 31 08:47:07 2012] [crit]:
>> <rt-4.0.5-31511-1343724427-334.53293-4-0 at CANCOM>: Could not send mail
>> with command `/usr/sbin/sendmail -oi -t`:
>> <rt-4.0.5-31511-1343724427-334.53293-4-0 at CANCOM>: `/usr/sbin/sendmail -oi
>> -t` exited with code 75 at
>> /usr/share/request-tracker4/lib/RT/Interface/Email.pm line 466.
>> (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:470)****
>>
>> [Tue Jul 31 08:47:07 2012] [warning]: No EmailInputEncodings set, fallback
>> to iso-8859-1 (/usr/share/request-tracker4/lib/RT/I18N.pm:431)****
>>
>> [Tue Jul 31 08:47:07 2012] [warning]: No EmailInputEncodings set, fallback
>> to iso-8859-1 (/usr/share/request-tracker4/lib/RT/I18N.pm:431)****
>>
>> [Tue Jul 31 08:47:07 2012] [debug]: Converting 'iso-8859-1' to 'utf-8' for
>> text/plain - Subjectless message
>> (/usr/share/request-tracker4/lib/RT/I18N.pm:240)****
>>
>> ** **
>>
>> I?d appreciate any help to get to the bottom of this.****
>>
>> ** **
>>
>> 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!****
>>
>> ** **
>>
>
>
>

-- 



From JThuau at spacex.com  Tue Jul 31 09:27:16 2012
From: JThuau at spacex.com (Joachim Thuau)
Date: Tue, 31 Jul 2012 13:27:16 +0000
Subject: [rt-users] How to automatically disable user account
In-Reply-To: <49BFBF371580BE4A921A738E1E1C95C510D2A02A@PSDAG01.office.loro.swiss>
References: <49BFBF371580BE4A921A738E1E1C95C510D29E61@PSDAG01.office.loro.swiss>
	<CC3BF351.22E81%joachim.thuau@spacex.com>,
	<49BFBF371580BE4A921A738E1E1C95C510D2A02A@PSDAG01.office.loro.swiss>
Message-ID: <6C989112-A221-4BB9-B250-D63BF1EDDF76@spacex.com>

You can also look at the ldap import plugin. It has some useful code to do something pretty close.

Jok

On Jul 30, 2012, at 10:59 PM, "Kriegers Horst" <Horst.Kriegers at loro.ch> wrote:

> Thanks for this start idea.
> 
> Horst
> 
> 
> 
> 
> 
>> -----Message d'origine-----
>> De : rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
>> bounces at lists.bestpractical.com] De la part de Joachim Thuau
>> Envoy? : lundi, 30. juillet 2012 17:20
>> ? : 'ML - rt-users'
>> Objet : Re: [rt-users] How to automatically disable user account
>> 
>> This should get you started:
>> 
>> (&(objectClass=user)(!(objectClass=computer))(mail=*)(!(userAccountContr
>> ol:1.2.840.113556.1.4.803:=2)))
>> 
>> That is:
>> * users, not computers, which are mail enabled, and which don't have the bit
>> in userAccountControl set for "disabled account".
>> 
>> From there, you can write a perl script that go over every user in your RT db,
>> and checks them against this filter via LDAP and updates the users that are
>> disabled in AD...
>> 
>> Thanks,
>> Jok
>> --
>> | Joachim Thuau | IT Systems Engineer - Linux / SpaceX |
>> 
>> From: Kriegers Horst
>> <Horst.Kriegers at loro.ch<mailto:Horst.Kriegers at loro.ch>>
>> Date: Monday, July 30, 2012 2:48 AM
>> To: 'ML - rt-users' <rt-users at lists.bestpractical.com<mailto:rt-
>> users at lists.bestpractical.com>>
>> Subject: [rt-users] How to automatically disable user account
>> 
>> Hi all,
>> 
>> Based on AD user properties ?userAccountControl? , I need to automatically
>> disable RT users (similar to unchecking the checkbox "Let User Access RT" in
>> the rt web UI).
>> It is possible to do this ? With a Perl script ?
>> 
>> Thanks for your help.
>> Horst
>> 
>> 
>> 
>> 
>> 
>> 
>> ________________________________
>> Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la
>> personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire
>> pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel.
>> Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou
>> de l'utiliser de quelque mani?re que ce soit.
>> 
>> ________________________________
>> Important Notice: The content of this e-mail is intended only and solely for
>> the use of the named recipient or organization. If you are not the named
>> recipient, please inform us immediately and delete the present e-mail. In this
>> case, you are not allowed to copy, distribute or use this e-mail in any way.
>> 
>> ________________________________
> 
> ________________________________
> Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit.
> 
> ________________________________
> Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way.
> 
> ________________________________


From francesca.delcorso at bo.infn.it  Tue Jul 31 09:34:16 2012
From: francesca.delcorso at bo.infn.it (Francesca Del Corso)
Date: Tue, 31 Jul 2012 15:34:16 +0200
Subject: [rt-users] custom field not visible in mobile version
Message-ID: <007801cd6f21$31419d40$93c4d7c0$@bo.infn.it>

Hi all, I create two custom fields in my RT configuration linked to a
queue, but in the mobile version I don't see them when I create a ticket for
that queue, is it by design? 

 

Thanks 

 

Francesca Del Corso

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From ktm at rice.edu  Tue Jul 31 09:42:40 2012
From: ktm at rice.edu (ktm at rice.edu)
Date: Tue, 31 Jul 2012 08:42:40 -0500
Subject: [rt-users] custom field not visible in mobile version
In-Reply-To: <007801cd6f21$31419d40$93c4d7c0$@bo.infn.it>
References: <007801cd6f21$31419d40$93c4d7c0$@bo.infn.it>
Message-ID: <20120731134240.GT15829@aart.rice.edu>

On Tue, Jul 31, 2012 at 03:34:16PM +0200, Francesca Del Corso wrote:
> Hi all, I create two custom fields in my RT configuration linked to a
> queue, but in the mobile version I don't see them when I create a ticket for
> that queue, is it by design? 
> 
> Thanks 
> 
> Francesca Del Corso
> 
Hi Francesca,

The mobile version is a minimalist RT service with only basic visibility and
update functionality. You will need to use the full version for more involved
use. You could also patch the mobileUI to add support for your two fields.

Regards,
Ken


From ruz at bestpractical.com  Tue Jul 31 09:59:56 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 31 Jul 2012 17:59:56 +0400
Subject: [rt-users] How to automatically disable user account
In-Reply-To: <49BFBF371580BE4A921A738E1E1C95C510D29E61@PSDAG01.office.loro.swiss>
References: <49BFBF371580BE4A921A738E1E1C95C510D29E61@PSDAG01.office.loro.swiss>
Message-ID: <CAMOxC8uotnyura+ei+Xx=Cy9y6ESa5zWZ0RqR8Ov2gkUowDyGw@mail.gmail.com>

On Mon, Jul 30, 2012 at 1:48 PM, Kriegers Horst <Horst.Kriegers at loro.ch> wrote:
> Hi all,
>
>
>
> Based on AD user properties ?userAccountControl? , I need to automatically
> disable RT users (similar to unchecking the checkbox "Let User Access RT" in
> the rt web UI).
>
> It is possible to do this ? With a Perl script ?
>

In case you're using ExternalAuth then it has d_filter option to put
mentioned filters.

>
>
> Thanks for your help.
>
> Horst
>
>
>
>
>
>
>
>
>
>
>
>
> ________________________________
> Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la
> personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le
> destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le
> pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce
> courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit.
>
> ________________________________
> Important Notice: The content of this e-mail is intended only and solely for
> the use of the named recipient or organization. If you are not the named
> recipient, please inform us immediately and delete the present e-mail. In
> this case, you are not allowed to copy, distribute or use this e-mail in any
> way.
>
> ________________________________



-- 
Best regards, Ruslan.


From trs at bestpractical.com  Tue Jul 31 12:08:35 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 31 Jul 2012 09:08:35 -0700
Subject: [rt-users] RT intermittently fails to send mails after recent
 Debian Update
In-Reply-To: <AC5D0502DFE96948924DAD837EA8CFD3010B99AE9FB0@JETMX003.int.cancom.de>
References: <AC5D0502DFE96948924DAD837EA8CFD3010B99AE9FB0@JETMX003.int.cancom.de>
Message-ID: <50180303.4090706@bestpractical.com>

On 07/31/2012 02:44 AM, Nehmer Torben wrote:
> [Tue Jul 31 08:47:07 2012] [crit]:
> <rt-4.0.5-31511-1343724427-334.53293-4-0 at CANCOM>: Could not send mail
> with command `/usr/sbin/sendmail -oi -t`:
> <rt-4.0.5-31511-1343724427-334.53293-4-0 at CANCOM>: `/usr/sbin/sendmail
> -oi -t` exited with code 75 at
> /usr/share/request-tracker4/lib/RT/Interface/Email.pm line 466.
> (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:470)

Please send your Apache config for RT.  Based on the error above, it may
be you're using the wrong mod_perl handler.




From trs at bestpractical.com  Tue Jul 31 12:10:02 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 31 Jul 2012 09:10:02 -0700
Subject: [rt-users] RT intermittently fails to send mails after recent
 Debian Update
In-Reply-To: <CAJEC3g2zne7eLtevXsidPj6LLJt_d_w5W8==CZWk_VoDZEAp7Q@mail.gmail.com>
References: <AC5D0502DFE96948924DAD837EA8CFD3010B99AE9FB0@JETMX003.int.cancom.de>
	<CAJEC3g2zne7eLtevXsidPj6LLJt_d_w5W8==CZWk_VoDZEAp7Q@mail.gmail.com>
Message-ID: <5018035A.4010403@bestpractical.com>

On 07/31/2012 03:51 AM, Jack Zabolotnyi wrote:
> You missing recepient: as you can see in logs, rt is trying to send
> message to To: "AdminCc of CANCOM Tickets Ticket #53293":;, but there is
> no recepient's email address (and postfix drops such message). Please
> check your users and verifu if all of them have email address and if in
> your ticket correct address is given.

I suspect the postfix error is misleading (i.e. NO message headers were
found, not just no recipients).

The To: header is just RT's UseFriendlyToLine option.  The real AdminCc
recipients are in the Bcc: header, as normal.


From jmvidalvia at gmail.com  Tue Jul 31 12:15:24 2012
From: jmvidalvia at gmail.com (Jose M Vidal)
Date: Tue, 31 Jul 2012 18:15:24 +0200
Subject: [rt-users] Missing icon
Message-ID: <CACjwqLW9pw6KCskY5zTpdij_AYr-S00ePOKCHOE1A-7BKseWBA@mail.gmail.com>

Hi,
After installing JSGantt plugin (not sure if there's any relationship
though) there's something missing in the ticket's page
(//mydomain/rt/Ticket/Display.html?id=nn)
The link this icon is pointing is
//mydomain/rt/Helpers/Toggle/TicketBookmark?id=nn
If clicking in the missing icon, a stared icon appears, as shown in
the screenshot.
If I click again into the yellow star, it simply dissapears.
Any clues?
Thanks!

-- 
jm
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From falcone at bestpractical.com  Tue Jul 31 12:14:28 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 31 Jul 2012 12:14:28 -0400
Subject: [rt-users] Ticket level permissions
In-Reply-To: <500D19A5.9040107@gmail.com>
References: <50090C75.6080501@gmail.com> <20120720151503.GK980@jibsheet.com>
	<500D19A5.9040107@gmail.com>
Message-ID: <20120731161428.GE1496@jibsheet.com>

On Mon, Jul 23, 2012 at 03:00:13PM +0530, Rajesh Kumar wrote:
> On Friday 20 July 2012 08:45 PM, Kevin Falcone wrote:
> >On Fri, Jul 20, 2012 at 01:14:53PM +0530, Rajesh Kumar wrote:
> >>    Hi All,
> >>
> >>    I'm new to RT and trying to make it work in following manner -
> >>
> >>    1. There should be only one queue called 'Support'. This is because we have too many clients
> >>    and is a management call...
> >>
> >>    2. Multiple clients using same queue to create tickets.
> >>
> >>    3. No client should be able to access another client's tickets. Example - Client A should not
> >>    be able to access client B's tickets.
> >>
> >>    And this is what I've done so far -
> >>
> >>    1. Add a custom field 'Client' at user level.
> >>
> >>    2. Create a group for each 'Client' and add all users belonging to the client to their
> >>    respective group.
> >>
> >>    3. OnCreate scrip to add the group as 'Cc' to the ticket and grant 'ShowTicket' to the 'Cc'
> >>    role.
> >>
> >>    This results in -
> >>
> >>    1. User belonging to group A cannot see tickets raised by any user of group B on the 'Open
> >>    tickets' page. So the segregation works here.
> >>
> >>    2. But if a user of group A searches for a ticket (by ticket number) he gets to see all the
> >>    ticket details hence defeating restriction we needed in place.
> >You've granted ShowTicket too widely, check your ACL configurations.
> >Especially for Everyone and Unprivileged groups.
> 
> Thanks for your response. I've double checked and there are no
> rights granted to Everyone and Unprivileged groups. The user defined
> groups only have CreateTicket and SeeQueue rights. I'm using version
> 4.0.5. Please let me know if there is something else I'm missing.


If users can see the tickets, then they've picked up ShowTicket from
somewhere.  It may be time for you to poke in the ACL table and see
where ShowTicket has been handed out.

-kevin

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From falcone at bestpractical.com  Tue Jul 31 12:18:11 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 31 Jul 2012 12:18:11 -0400
Subject: [rt-users] Adding additional WHOIS searches to RT - Nominet
In-Reply-To: <930F3731A784414087B33E439A5556342CCB23@s-wor-e-001.SCOUTSOFFICE.local>
References: <930F3731A784414087B33E439A55563415F0B7@s-wor-e-001.SCOUTSOFFICE.local>
	<CAMOxC8sh09LCWT4TDu=GhvTCKDmDD_6UAQD67bhXj+NCpMTvxQ@mail.gmail.com>
	<930F3731A784414087B33E439A5556342CCB23@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <20120731161811.GF1496@jibsheet.com>

On Mon, Jul 23, 2012 at 10:56:59AM +0100, Alex Young wrote:
> My RT_SiteConfig.pm:
> 
> Set($whois, {
>     6 => {
> Host=> "whois.nic.uk",
> FriendlyName => "Nominet",
> },
> 1 => {
> Host=> "whois.iana.org",
> FriendlyName => "IANA",
> },
> 5 => {
> Host=> "whois.ripe.net",
> FriendlyName => "RIPE",
> },
> 2 => {
> Host=> "whois.internic.net",
> FriendlyName => "INTERNIC",
> },
> 3 => {
> Host=> "whois.arin.net",
> FriendlyName => "ARIN",
> },
> } );
> 
> The system configuration page is showing the above items under site config.
> 
> It is also showing as RTIR Core config, but without my additional whois server.

When it says "RTIR Core config" that means that RT is choosing the
settings from RTIR_Config.pm rather than your override in
RT_SiteConfig.pm.  This is why it doesn't know to run against your
preferred server.

I don't think you mentioned your RT/RTIR versions which makes it hard
to point at the relevant line in the README about the config values.

-kevin

> 
> -----Original Message-----
> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
> Sent: 25 June 2012 23:13
> To: Alex Young
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Adding additional WHOIS searches to RT - Nominet
> 
> On Mon, Jun 25, 2012 at 8:35 PM, Alex Young <AlexYoung at housingpartners.co.uk> wrote:
> > Is it possible to add additional WHOIS server providers into RT/RTIR?
> >
> > None of the included ones will resolve .uk domains, and as most of our 
> > domains we deal with are .uk it's not ?hugely useful.
> >
> > Nominet is the ccTLD for .uk domains and they run a normal whois 
> > service on port 43. Tried just adding new address and details within 
> > the RTIR config, but it doesn't seem to work.
> >
> > Any ideas how to get this working with their WHOIS server?
> 
> It should work just fine with regular whois servers. How does config look like? Have you checked system configuration page make sure config changes are active?
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From falcone at bestpractical.com  Tue Jul 31 12:04:13 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 31 Jul 2012 12:04:13 -0400
Subject: [rt-users] RT config files different instances
In-Reply-To: <alpine.LRH.2.02.1207211629111.18058@calx061.ast.cam.ac.uk>
References: <alpine.GSO.2.00.1207141153000.15251@casx007>
	<CAMOxC8u2cFmQSg=O9EJZX=gN4ZAHrC2FZH1VCy1M6sNOp7at=g@mail.gmail.com>
	<alpine.GSO.2.00.1207142312520.25750@casx007>
	<CAMOxC8uZYyqhs4Rg82xrKMXfR_yd9GshNq3XPcWc0zxoiBcGNg@mail.gmail.com>
	<alpine.GSO.2.00.1207161051310.25759@casx007>
	<CAMOxC8sf1qJiOom5PM09hpJ7uT8v9Pz7=9cuo_tjpXMUcR0Syg@mail.gmail.com>
	<alpine.LRH.2.02.1207211629111.18058@calx061.ast.cam.ac.uk>
Message-ID: <20120731160413.GB1496@jibsheet.com>

On Sat, Jul 21, 2012 at 04:47:13PM +0100, Richard McMahon wrote:
> 
> OK, I will aim to use compatible RT API libraries. I can host more
> than one version on the remote client if required.
> 
> It would be useful to be able to determine the version of RT running
> on the client and server via the API. I can use REST to determine
> the
> version of the RT on the remote version:
> 
> e.g. http://..../REST/1.0 returns
> 
> RT/3.8.HEAD 401 Credentials required
> 
> Is there a way to access/report the RT version library verion from
> within Perl. In Python I would use something like:
> 
> print 'matplotlib.__version__: ', matplotlib.__version__

I'm running a dev version, but this gives you the idea:

$ perl -Ilib -MRT -le 'print $RT::VERSION'
4.0.6-249-g8dbb7c5


-kevin
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From falcone at bestpractical.com  Tue Jul 31 12:29:08 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 31 Jul 2012 12:29:08 -0400
Subject: [rt-users] RTFM problem deleting article / CurrentUserCanSee
 Unimplemented
In-Reply-To: <500FD8D6.5060609@zmaw.de>
References: <500FD8D6.5060609@zmaw.de>
Message-ID: <20120731162908.GJ1496@jibsheet.com>

On Wed, Jul 25, 2012 at 01:30:30PM +0200, Gunnar Gorges wrote:
> I encountered a problem with RTFM today: I am not able to delete any
> article without RT throwing an error message "An internal RT error
> has occurred".
> 
> The logfile shows this:
> [error]: RT::FM::Article::CurrentUserCanSee Unimplemented in
> RT::Transaction.
> (/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm line
> 1035)
> (/usr/share/request-tracker3.8/lib/RT/Interface/Web/Handler.pm:233)
> 
> Has anyone seen this before and can point me to the direction how to
> fix it? It appeared first time after the latest security update. I
> am using RT 3.8.8 and RTFM 2.4.2 on Debian Squeeze.

Since you're running 3.8.8 from Debian, it has a number of security
fixes.  The recently announced updates to RTFM include a fix to
account for these security fixes.

I believe Dom was looking for folks to test updated RTFM packages, but
I don't have a URL handy because I'm offline.

-kevin
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From falcone at bestpractical.com  Tue Jul 31 12:25:39 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 31 Jul 2012 12:25:39 -0400
Subject: [rt-users] Linking Articles to Tickets fails for other users
In-Reply-To: <88685B6A9E15F5479FC87FD4EE710CEA40D9CFF3A3@exchange01.yoc.local>
References: <88685B6A9E15F5479FC87FD4EE710CEA40D9CFF3A3@exchange01.yoc.local>
Message-ID: <20120731162539.GI1496@jibsheet.com>

On Tue, Jul 24, 2012 at 05:15:13PM +0200, Jens Danneschewski wrote:
> when linking an article to a ticket, everything works for the person doing the linking.
> If someone else tries to open the ticket he gets the following error message:
> Can't call method "Id" on an undefined value at /usr/share/request-tracker4/lib/RT/URI/fsck_com_article.pm line 135.
> 
> Things we tried:
> 
> - Checking the URI
> o This turned out be wrong, as the OrganizationName was incorrect.
> o Corrected it
> o The URI now looks legit, but still the problem persists
> 
> - Debug log
> o Nothing turns up in the debug-log
> 
> This is it, I can provide more information if someone points me to it...

This either means that RT still doesn't think that the Link matches:
fsck.com-article://$Organization/article/ and is failing to load
or you've got a really weird permissions error going on.

Can other users load the article and see the links back to Tickets?

-kevin
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From falcone at bestpractical.com  Tue Jul 31 12:09:57 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 31 Jul 2012 12:09:57 -0400
Subject: [rt-users] Charset for logs
In-Reply-To: <BAY148-W2334701FA74C308E585C72AEDD0@phx.gbl>
References: <BAY148-W53A1184FA70B7E23A3A24EAED80@phx.gbl>
	<20120720151745.GL980@jibsheet.com>
	<BAY148-W2334701FA74C308E585C72AEDD0@phx.gbl>
Message-ID: <20120731160957.GC1496@jibsheet.com>

On Mon, Jul 23, 2012 at 09:36:27AM +0200, Ole Jon Bj?rkum wrote:
>    RT is installed from the Ubuntu repository, and the installation seems to log to
>    /var/log/syslog and /var/log/apache2/error.log. However, I just discovered that it is only the
>    Apache log that has charset problems. The syslog shows all characters correctly. Also, the
>    Apache log logs in GMT while the syslog logs in the correct timezone, but I guess that is how
>    it's supposed to be.

RT prints logs in GMT, when those pass through syslog, syslog will add
an additional timestamp.  Apache however keeps the RT timestamps.
Is it just RT's messages in the apache logs that are corrupt, or is
something as simple as a request to /Test/latin1pagename.html
corrupted in the access/error log?  RT should be pushing out UTF-8 but
I'm not sure if RT is doing something wrong or if apache is corrupting
it.

>    I'm not quite sure what you mean by raw subject line.
>    This is what shows up in Outlooks internet headers: Alle nye og ?pne saker
>    This is how the subject line looks in Outlook: Alle nye og **pne saker jeg eier
>    The question mark should be the character "aa", so the word should be "aapne"
>    The message body uses the correct charset (I can see that UTF-8 is specified in the HTML).

I mean the raw on-disk header.  Subject: lines are encoded if they
contain UTF-8, so something like this: 
 Subject: =?UTF-8?B?4pyIVEhSRUUgQ29vbCBEZWFscyBGcm9tIEFtZXJpY2FuIEFpcmxpbmVz?=
If you have an email that is consistently corrupted when passing
through RT, if you can capture a raw version of the email (so not the
.msg file from Outlook, but something caught further upstream, before
it gets to rt-mailgate preferably) please zip it up and send it into
the RT bug tracker, along with your System Configuration page which
contains a ton of information such as perl module versions, some of
which are known-bad.

-kevin

> 
>    > Date: Fri, 20 Jul 2012 08:17:45 -0700
>    > From: falcone at bestpractical.com
>    > To: rt-users at lists.bestpractical.com
>    > Subject: Re: [rt-users] Charset for logs
>    >
>    > On Fri, Jul 20, 2012 at 09:24:22AM +0200, Ole Jon Bjo/rkum wrote:
>    > > Ever since we started to use RT (before 3.8.7, now 4.0.4), it doesn't seem to use the
>    correct
>    > > charset for logging. All norwegian characters (aeo/aa) becomes: **. I can see this because
>    we
>    > > have scrips that contain norwegian characters, and every time a scrip is launched, it is
>    > > logged to the Apache log.
>    >
>    > How are you logging, Syslog, Screen, File? RT has several different ways
>    > to log and it's impossible to test without knowing.
>    >
>    > > Today I also noticed that if I subscribe to a dashboard with
>    > > norwegian characters in its name, the subject of the email sent out also have this problem
>    (**
>    > > instead of ae, o/ or aa). The email body however, has the correct charset. There is no
>    charset
>    > > problems in the web UI. How can this be fixed?
>    >
>    > Please provide a raw Subject: line so we can see what's going on.
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From falcone at bestpractical.com  Tue Jul 31 12:31:35 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 31 Jul 2012 12:31:35 -0400
Subject: [rt-users] Looping of RT bounce
In-Reply-To: <500FF945.4040606@unisi.it>
References: <500FF945.4040606@unisi.it>
Message-ID: <20120731163135.GK1496@jibsheet.com>

On Wed, Jul 25, 2012 at 03:48:53PM +0200, Michele Pinassi wrote:
> Hi all,
> 
> sometimes happens that my RT system start sending a lot of "RT Bounces".
> On rt.log i got:
> 
> [Wed Jul 25 13:44:56 2012] [crit]: RT Received mail
> (<20120725134439.CF23F1ED8 at tickets.unisi.it>
> ) from itself. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1796)
> [Wed Jul 25 13:44:56 2012] [crit]: RT thinks this message may be a
> bounce (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245)
> [Wed Jul 25 13:44:56 2012] [error]: Could not record email: Message
> Bounced (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75)
> 
> on mail.log (i use postfix) i have:
> 
> Jul 25 15:44:37 tickets postfix/qmgr[31774]: 63F161EDA: from=<>,
> size=175692, nrcpt=1 (queue active)
> Jul 25 15:44:39 tickets postfix/local[31789]: 63F161EDA:
> to=<centralino at xxxx.unisi.it>, relay=local, delay=2.6,
> delays=0.09/0/0/2.5, dsn=2.0.0, status=sent (delivered to command:
> /opt/rt4/bin/rt-mailgate --queue Centralino --action correspond --url
> https://xxxx.unisi.it/)
> Jul 25 15:44:39 tickets postfix/qmgr[31774]: 63F161EDA: removed
> 
> in infinite loop that flood our mail system.

I can't tell from your logs, but do you have $OwnerEmail set up to
redirect to an RT address?  That's against the docs.  Something has
tricked RT into sending mail to itself (see the first log) and you
should figure out how that happened and make sure RT has a correct
OwnerEmail and RTAddressRegexp setting if needed.

-kevin
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From falcone at bestpractical.com  Tue Jul 31 13:34:14 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 31 Jul 2012 13:34:14 -0400
Subject: [rt-users] How to find which queues a user can post to,
 using the cli or the db
In-Reply-To: <87fw8dy1md.wl@orcus.snowmen.se>
References: <87fw8dy1md.wl@orcus.snowmen.se>
Message-ID: <20120731173414.GL1496@jibsheet.com>

On Fri, Jul 27, 2012 at 11:50:02AM +0200, Andreas Davour wrote:
> I have searched the wiki and the mailing list archive and not found any hints.
> 
> What I'd like to do is create a list of active users, then go over that list or users, showing each and every queue that specific user have rights to post on. 
> 
> I know how to do it in the GUI, but then I get a lot more information which I don't need, and I'd like to get the data in a way that I could pipe it for further processing on the command line. 
> 
> Pointers to the documentation appreciated. I have looked around in the db and can't figure out how to tie the data about queue id and user id together.

The easiest code (although it's a bit complex because of the caching)
is all the checking in Elements/SelectQueue - it loads up an RT::Queue
with the appropriate CurrentUser and then calls CurrentUserHasRight -
there are some other methods like Users' WhoHaveRight that might be
interesting.  Doing this by hand in the DB is likely to be really
complex unless you understand all the relationships.  The generated
SQL is often quite hairy.

-kevin
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From falcone at bestpractical.com  Tue Jul 31 12:03:26 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 31 Jul 2012 12:03:26 -0400
Subject: [rt-users] SelfService link and/or search result in privileged
 interface?
In-Reply-To: <CC2F41B2.21C00%joachim.thuau@spacex.com>
References: <CC2F41B2.21C00%joachim.thuau@spacex.com>
Message-ID: <20120731160326.GA1496@jibsheet.com>

On Sat, Jul 21, 2012 at 12:11:16AM +0000, Joachim Thuau wrote:
> 
> "Requestor.Name = 'MyLoginHere'"
> 
> And the yielded all the tickets for which I am a requestor (which is a
> good start). 
> 
> Now, because I want the query to be user specific, and looking at the
> queries for "the last XX tickets I own", there is something along the line
> of "Requestor.Name = '__CurrentUser__'" as a query, which I would be able
> to add to the default page for RT. For some reason, the QueryBuilder never
> returns anything, unless I explicitly put a username in there. How does
> the magic work for the other system queries? Are there ways around this?
> I'm a little bit at a loss as to where to go from here.

You want Requestor.id = '__CurrentUser__'

-kevin
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From falcone at bestpractical.com  Tue Jul 31 12:21:26 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 31 Jul 2012 12:21:26 -0400
Subject: [rt-users] Error in RT after a rebuild
In-Reply-To: <2848800381229152454@unknownmsgid>
References: <2848800381229152454@unknownmsgid>
Message-ID: <20120731162126.GG1496@jibsheet.com>

On Mon, Jul 23, 2012 at 03:18:31PM -0400, Mike Coakley wrote:
> I'm also getting the following error on the ticket display page with
> any ticket that has transactions in which the ObjectCustomFieldValues
> table is missing data:
> 
> Can't call method "new" on an undefined value at
> /opt/rt4/sbin/../lib/RT/ObjectCustomFieldValue.pm line 304
> 
> Any ideas on how I can proceed?

Is your goal to backfill those OCFV records or to stop RT from
throwing errors when your database has bad references?

If you turn on LogStackTraces in the config, you should get stacktraces
of the code patch that got to this error which will show where you can
insert some extra checks to guard against the missing chunks of the
database.

-kevin
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From falcone at bestpractical.com  Tue Jul 31 12:13:28 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 31 Jul 2012 12:13:28 -0400
Subject: [rt-users] RT 3.8.4. How to switch SenderName from RealName to
 QueueName
In-Reply-To: <34198008.post@talk.nabble.com>
References: <34198008.post@talk.nabble.com>
Message-ID: <20120731161328.GD1496@jibsheet.com>

On Mon, Jul 23, 2012 at 12:59:08AM -0700, Miroslav Horvath wrote:
> With RT 3.8.4 we want to setup the SenderName within emails that there will
> be only QueueName.
> 
> Within config, $UseFriendlyFromLine is set to 1.
> 
> When users send an email to RT, then they receive auto-reply email, where
> the FROM is: "QueueName via RT"
> 
> But when someone replies from ticket, or resolves the ticket, there is his
> name,  Real Name via RT . 
> 
> We need to have in all cases  QueueName via RT , instead of  Real Name via
> RT. 
> 
> What needs to be setup that Real Names will not be mentioned in FROM emails,
> and only QueueName 

The easiest solution (ie. no code changes to RT) is to change your
Correspondence template to have something like:

From: "{ $self->TicketObj->QueueObj->Name }  via RT" <{ $self->TicketObj->QueueObj->CorrespondAddress || RT->Config->Get('CorrespondAddress') }>

Completely untested, so please try on a dev system.  The idea is that
you're going to generate the From: line for RT rather than letting RT
autogenerate it.  You can read more about templates in templates.pod
under /opt/rt4/docs/

-kevin
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From bigwa420 at gmail.com  Tue Jul 31 13:42:34 2012
From: bigwa420 at gmail.com (Jeff Ehrenberg)
Date: Tue, 31 Jul 2012 13:42:34 -0400
Subject: [rt-users] Custom Field Attachments to Templates
In-Reply-To: <20120215171005.GZ96259@jibsheet.com>
References: <CACcfBZyw1NaRHgemT1-EkFSOBxEcKuTAR59EKhsCzrPw1gcm_w@mail.gmail.com>
	<20120210164658.GF96259@jibsheet.com>
	<CACcfBZw-O7QAud-WnnzRxUK0KLm38AH85VTcOVaMU21Gmjd45g@mail.gmail.com>
	<20120215171005.GZ96259@jibsheet.com>
Message-ID: <CACcfBZwRiCdeqe4ODQc6uyYDjnVapOhbTQ2Y9f6dPQ79E=DTjg@mail.gmail.com>

I decided to revisit this idea of including custom field photos in the
resolved email response.  I think I am close to a solution but I am getting
hung up on some formatting.
I am able to retrieve the blob data for the LargeContent field and then
base64 encode it.  From there I am putting it in to an html email and then
using an <img> tag like this:
<img src="data:image/jpg;base64,
encode_base64($customFieldValue->LargeContent, '')">

The email arrives html formatted but the problem is that there seem to be
newline characters inserted in the base64 encoded blob.  The encoded data
seems to be in groups of 989 characters before a new line.  I have tried
numerous ways to remove the newlines, but none have worked.  I am thinking
that this might have something to do with the Text::Template module?

If I remove the extra whitespace from the email and then save it as html,
the photos will display correctly.

Any ideas?
an example of what I am seeing in the html source:
<img
src="data:image/jpg;base64,_9j_4T_-RXhpZgAASUkqAAgAAAAMAA4BAgAgAAAAXAUAAA8BAgAYAAAAfAUAABABAgARAAAAlAUAABIBAwABAAAAAQAAABoBBQABAAAAKAUAABsBBQABAAAAMAUAACgBAwABAAAAAgAAADEBAgAgAAAApgUAADIBAgAUAAAASAUAABMCAwABAAAAAgAAAGmHBAABAAAAngAAAKXEBwAUAgAAyAUAACQCAAAgAJqCBQABAAAAqAgAAJ2CBQABAAAA0AgAACKIAwABAAAAAgAAACeIAwABAAAAZAAAAACQBwAEAAAAMDIyMQOQAgAUAAAAfQgAAASQAgAUAAAAkQgAAAGRBwAEAAAAAQIDAASSCgABAAAAsAgAAAWSBQABAAAAuAgAAAeSAwABAAAABQAAAAiSA
 wABAAAAAAAAAAmSAwABAAAAGQAAAAqSBQABAAAAyAgAAHySBwBcHgAAJAkAAIaSBwB9AAAAAAgAAACgBwAEAAAAMDEwMAGgAwABAAAAAQAAAAKgBAABAAAAQAYAAAOgBAABAAAAsAQAAAWgBAABAAAAcgIAAACjBwABAAAAAwAAAAGkAwABAAAAAAAAAAKkAwABAAAAAAAAAAOkAwABAAAAAAAAAASkBQABAAAA5AgAAAWkAwABAAAAJAAAAAakAwABAAAAAAAAAAekAwABAAAAAQAAAAikAwABAAAAAAAAAAmkAwABAAAAAAAAAAqkAwABAAAAAAAAAAAAAAAGAAMBAwABAAAABgAAABoBBQABAAAA_AgAABsBBQABAAAABAkAACgBAwABAAAAAgAAAAECBAABAAAAlCcAAAICBAABAAAA6hYAAAAAAAACAAEAAgAEAAAAUjk4AAIABwAEAAAAMDEwMAAAAADcBwcaByM0AAAAAAARAYAAgQD0AAgAQEAAAP8P_w_PALr_9v_n_78A2P8DAMz_rwAAAAAAAAAAAAAAAAAAAAAAAAAAAKAnAAAAAAIAAAEAAQABAAEAAAAAAAAAAAAAAAAAAAgAAQAIAAAAAAAABAAAAgAAAAAAAAADAAMABgACAAAAAABkAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAwAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAABAAACLwUAAQALAAUAAAAAJAQkBBIEAACu_sD-hf4AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAALUKUA4MAAAAAQAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA

On Wednesday, February 15, 2012, Kevin Falcone wrote:

> 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 <javascript:;>> 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  Tue Jul 31 12:23:01 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 31 Jul 2012 12:23:01 -0400
Subject: [rt-users] Limit Owner dropdown to only privileged users
In-Reply-To: <34203861.post@talk.nabble.com>
References: <34203861.post@talk.nabble.com>
Message-ID: <20120731162301.GH1496@jibsheet.com>

On Tue, Jul 24, 2012 at 06:57:48AM -0700, Alex Dyas wrote:
> The dropdown we see for selecting the owner of a ticket is currently
> populated with all the users of the system, including unprivileged users who
> have been auto created by emailing the system.
> 
> How do I limit the dropdown to only include privileged users?

Look for OwnTicket having been granted to Unprivileged or Everyone,
possibly at the Queue level rather than Globally.

> Alternatively, how do I prevent auto creation of unprivileged users? I don't
> really see the point of users being created automatically when people email
> in.

You can't.  RT relies on those users to point to the Requestors/Ccs of
tickets.

-kevin
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From falcone at bestpractical.com  Tue Jul 31 14:19:01 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 31 Jul 2012 14:19:01 -0400
Subject: [rt-users] RT 4.0.6 still not receiving incoming tickets via
 email
In-Reply-To: <5016EF1C.2080906@sussexstudent.com>
References: <5016EF1C.2080906@sussexstudent.com>
Message-ID: <20120731181901.GM1496@jibsheet.com>

On Mon, Jul 30, 2012 at 09:31:24PM +0100, Hesan D Yousif wrote:
> I have had problems with incoming tickets not being received into RT
> and mail delivery delays and failures occurring.
> 
> I have checked MX records and traced the route to the server from
> the DNS -and all seems fine and correct.
> 
> My scenario is:
> 
> RT server sits on domain X
> Postfix ESMTP with authentication
> 
> Emails sent from domain Y into RT on domain X
> Emails sent from RT handled by Google
> Emails sent into RT also handled by Google.
> 
> Could anyone shed some light please?

Without logs, we'd just be guessing.  Figure out where the mail stops
and post logs from that server.

-kevin
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From falcone at bestpractical.com  Tue Jul 31 14:26:42 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 31 Jul 2012 14:26:42 -0400
Subject: [rt-users] Steal ticket using REST interface
In-Reply-To: <1343684261.60553.YahooMailNeo@web160803.mail.bf1.yahoo.com>
References: <1343684261.60553.YahooMailNeo@web160803.mail.bf1.yahoo.com>
Message-ID: <20120731182642.GN1496@jibsheet.com>

On Mon, Jul 30, 2012 at 02:37:41PM -0700, James Marcinik wrote:
>    Well, I don't see this on the wiki and Google is not turning anything up, so I am hoping to
>    get some answers here.
>    I have a basic REST client working to get tickets, add comments, etc.  In order to publicly
>    reply to a ticket, I need to steal it first.  I saw in the 3.6.0 release notes from 2006 that
>    this functionality should be available, but the wiki doesn't really say how.
>    Here is what doesn't work so far:
>    Issue a basic request to "/REST/1.0/ticket/[ticketnumber]/steal"
>    Issue request to "/REST/1.0/ticket/[ticketnumber]/steal" and set content variable with "id:
>    [ticketnumber] Action: steal" (yes, each key/value on a seperate line)
>    Issue request to "/REST/1.0/ticket/[ticketnumber]/comment" and set content variable with "id:
>    [ticketnumber] Action: steal"
>    Issue request to "/REST/1.0/ticket/[ticketnumber]/edit" and set content variable with "owner:
>    [username]"
>    I know I am missing some obvious, any help?

The tests steal, t/web/command_line.t and bin/rt help steal has docs.
I suggest running with RTDEBUG=3 bin/rt steal 7 and seeing what it
sends.

-kevin
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From falcone at bestpractical.com  Tue Jul 31 14:31:33 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 31 Jul 2012 14:31:33 -0400
Subject: [rt-users] Reporting SPAM From Within RT
In-Reply-To: <5017354F.5060901@redhat.com>
References: <CAG27QgTC+2BH_T_zriWxCBK-oOvuaN_6TpHVPQaqEW_-y76nfA@mail.gmail.com>
	<5017354F.5060901@redhat.com>
Message-ID: <20120731183133.GO1496@jibsheet.com>

On Tue, Jul 31, 2012 at 11:30:55AM +1000, hyu at redhat.com wrote:
> On 07/31/2012 03:49 AM, Tim Gustafson wrote:
> >Hi,
> >
> >One problem that I have fairly regularly is that SPAM makes its way
> >into my RT tickets.
> >
> >I run SpamAssassin on my RT box, so I was thinking that it should be
> >easy-ish to connect RT to SpamAssassin's Bayesian learner to help weed
> >these messages out in the future.
> >
> >I came across RT::Extension::ReportSpam but it seems that it is written for 3.6.
> >
> >Does anyone have that module working in 4.x?  Does it integrate with
> >SpamAssassin, or does it handle SPAM some otherway?
> Hi
> 
> I updated the ReportSpam extension for RT 4.0 and did a pull request
> in github, but didn't get
> reply from the author.
> 
> https://github.com/bestpractical/rt-extension-reportspam/pulls

Unfortunately, your patches remove 3.8 compatibility.
I'll note that on the pull request.

-kevin
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From falcone at bestpractical.com  Tue Jul 31 14:50:19 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 31 Jul 2012 14:50:19 -0400
Subject: [rt-users] Missing icon
In-Reply-To: <CACjwqLW9pw6KCskY5zTpdij_AYr-S00ePOKCHOE1A-7BKseWBA@mail.gmail.com>
References: <CACjwqLW9pw6KCskY5zTpdij_AYr-S00ePOKCHOE1A-7BKseWBA@mail.gmail.com>
Message-ID: <20120731185019.GP1496@jibsheet.com>

On Tue, Jul 31, 2012 at 06:15:24PM +0200, Jose M Vidal wrote:
> Hi,
> After installing JSGantt plugin (not sure if there's any relationship
> though) there's something missing in the ticket's page
> (//mydomain/rt/Ticket/Display.html?id=nn)
> The link this icon is pointing is
> //mydomain/rt/Helpers/Toggle/TicketBookmark?id=nn

You can temporarily take JSGantt out of the @Plugins list to see if it
makes things better.

> If clicking in the missing icon, a stared icon appears, as shown in
> the screenshot.
> If I click again into the yellow star, it simply dissapears.

What's your apache access / error logs for the image request?

-kevin
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From jmvidalvia at gmail.com  Tue Jul 31 17:45:02 2012
From: jmvidalvia at gmail.com (Jose M Vidal)
Date: Tue, 31 Jul 2012 23:45:02 +0200
Subject: [rt-users] Missing icon
In-Reply-To: <20120731185019.GP1496@jibsheet.com>
References: <CACjwqLW9pw6KCskY5zTpdij_AYr-S00ePOKCHOE1A-7BKseWBA@mail.gmail.com>
	<20120731185019.GP1496@jibsheet.com>
Message-ID: <CACjwqLX9bX1exr3S0FoGr5fv+XCMYsoe6tqxrqQ75upAJzHfeg@mail.gmail.com>

I disabled JSGantt and same problem.
No special error logs in /var/log/apache2/error.log
:(
-- 
jm