From robert.wysocki at contium.pl Fri Jun 1 02:05:26 2012 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Fri, 1 Jun 2012 08:05:26 +0200 Subject: [rt-users] recurring requests In-Reply-To: <2B3D699B434F1F49B73F97861B5FD544590A5DC7@Mail-DB-1.letnet.net> References: <2B3D699B434F1F49B73F97861B5FD544590A5DC7@Mail-DB-1.letnet.net> Message-ID: <1338530726.11928.4.camel@rmwysocki> Dnia 2011-03-31, czw o godzinie 20:45 +0000, Roedel, Mark pisze: > Obviously it?s pretty simple to write a script against the REST API > and launch it from a cron job, but has anybody done anything that?s > more end-user facing to allow for the setup of recurring tickets for > periodic maintenance and the like? > > RT::Extension::QuickCalls? Regards, -- Robert Wysocki administrator system?w linuksowych Contium S.A., http://www.contium.pl From juanjillo at gmail.com Fri Jun 1 02:19:18 2012 From: juanjillo at gmail.com (Juanjo) Date: Fri, 1 Jun 2012 08:19:18 +0200 Subject: [rt-users] =?iso-8859-1?q?RT_4=2E0=2E5_in_search_don=B4t_have_con?= =?iso-8859-1?q?tent_option?= In-Reply-To: References: <50C98F79-DC2B-4CED-BE80-246083900005@sanger.ac.uk> <197B7072-93C1-444B-AA88-C1CE0C16E27A@sanger.ac.uk> Message-ID: Thanks Nathan. I will check your migration process, and i will try it. Regards. 2012/5/31 Nathan Baker > I did it recently. There's some good instructions on this older thread: > > http://www.gossamer-threads.com/lists/rt/users/103305 > > Specifically post #13 > > On Thu, May 31, 2012 at 5:49 AM, Juanjo wrote: > >> >> >> OK, thanks. >>> >>> Now works as the old RT. >>> But i think that i have to migrate RT 4.0.5 in mysql to postgre. >>> >>> Anybody do it? >>> >>> >>> >>> >>> 2012/5/31 Tim Cutts >>> >>>> >>>> On 31 May 2012, at 10:06, Juanjo wrote: >>>> >>>> > Thanks for your reply. >>>> > >>>> > Yes, i read the full_text_indexing.pod >>>> > But, are the only option to search in content activate the indiexing >>>> with a compatible database? >>>> > >>>> > I don?t want to migrate to postgre, i think is very hard to my >>>> knowledge. >>>> >>>> You can do it with MySQL, if you enable sphinx (which is also fairly >>>> difficult, but not as hard as a Postgres migration). >>>> >>>> I think you can also switch it on without the indexing, which will >>>> restore 3.x like behaviour, with very slow full content searches. I think >>>> for this, you want something like this in your RT site config: >>>> >>>> Set( %FullTextSearch, >>>> Enable => 1, >>>> Indexed => 0, >>>> ); >>>> >>>> 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. >>>> >>> >>> >>> >>> -- >>> Un saludo. >>> Juanjo Corral >>> >> >> >> >> -- >> Un saludo. >> Juanjo Corral >> > > -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From robert.wysocki at contium.pl Fri Jun 1 02:25:11 2012 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Fri, 1 Jun 2012 08:25:11 +0200 Subject: [rt-users] recurring requests In-Reply-To: <1338530726.11928.4.camel@rmwysocki> References: <2B3D699B434F1F49B73F97861B5FD544590A5DC7@Mail-DB-1.letnet.net> <1338530726.11928.4.camel@rmwysocki> Message-ID: <1338531911.11928.6.camel@rmwysocki> Dnia 2012-06-01, pi? o godzinie 08:05 +0200, Robert Wysocki pisze: > Dnia 2011-03-31, czw o godzinie 20:45 +0000, Roedel, Mark pisze: > > Obviously it?s pretty simple to write a script against the REST API > > and launch it from a cron job, but has anybody done anything that?s > > more end-user facing to allow for the setup of recurring tickets for > > periodic maintenance and the like? > > > > > RT::Extension::QuickCalls? Sorry for bringing up such an old thread, don't really know how it happend. R. From boli at itss.co.tz Fri Jun 1 02:23:54 2012 From: boli at itss.co.tz (Boli) Date: Fri, 01 Jun 2012 09:23:54 +0300 Subject: [rt-users] recurring requests In-Reply-To: <1338530726.11928.4.camel@rmwysocki> References: <2B3D699B434F1F49B73F97861B5FD544590A5DC7@Mail-DB-1.letnet.net> <1338530726.11928.4.camel@rmwysocki> Message-ID: <4FC85FFA.5010608@itss.co.tz> we made a seperate queue with a scrip applied that created new tickets with identical custom fields and other info every time an old ticket was closed. custom fields included interval between recurring events, so new tickets were created with a due date in the future based on now()+the custom field with the recurrence interval. we actually use it to track recurring outbound payments, but should easily apply to recurring maintenance too. On 01/06/12 09:05, Robert Wysocki wrote: > Dnia 2011-03-31, czw o godzinie 20:45 +0000, Roedel, Mark pisze: >> Obviously it?s pretty simple to write a script against the REST API >> and launch it from a cron job, but has anybody done anything that?s >> more end-user facing to allow for the setup of recurring tickets for >> periodic maintenance and the like? >> >> > RT::Extension::QuickCalls? > > Regards, -- Jon 'Boli' Copeland Network Engineer IT Sales & Services Ltd boli at itss.co.tz +255 (0) 685 374780 From claes at gastabud.com Fri Jun 1 08:44:56 2012 From: claes at gastabud.com (Claes Jansson) Date: Fri, 01 Jun 2012 14:44:56 +0200 Subject: [rt-users] Remove menu animation (RT 4.0.5) Message-ID: <4FC8B948.9000904@gastabud.com> Hi! Using the "aileron" css theme... I've been trying to remove/speed up the menu animation in rt 4.0.5 but without success. What i have tried is to change the sf.defaults{} section in "html/NoAuth/js/superfish.js". But i can see no difference in speed. Also cleared mason cache and restarted apache, after the changes has been made... # find /var/cache/request-tracker4/mason_data/ -type f -delete ; /etc/init.d/apache2 restart Does anyone have an id?a how to do this the right way? //Claes From trs at bestpractical.com Fri Jun 1 11:38:56 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 01 Jun 2012 11:38:56 -0400 Subject: [rt-users] Remove menu animation (RT 4.0.5) In-Reply-To: <4FC8B948.9000904@gastabud.com> References: <4FC8B948.9000904@gastabud.com> Message-ID: <4FC8E210.6090904@bestpractical.com> On 06/01/2012 08:44 AM, Claes Jansson wrote: > Hi! > > Using the "aileron" css theme... > > I've been trying to remove/speed up the menu animation in rt 4.0.5 but > without success. What i have tried is to change the sf.defaults{} > section in "html/NoAuth/js/superfish.js". But i can see no difference in > speed. Those are the defaults, but since share/html/NoAuth/css/aileron/InHeader explicitly passes speed: 'fast' the defaults aren't used. 'fast' is a jQuery-ism for 200ms. If you want it quicker, you can edit the file or even change the default meaning of fast in jQuery. You could also turn off jQuery animations entirely by adding a new JS file containing the line: jQuery.fx.off = true; Thomas From Michael_Fisher at URMC.Rochester.edu Fri Jun 1 19:02:36 2012 From: Michael_Fisher at URMC.Rochester.edu (Fisher, Michael) Date: Fri, 1 Jun 2012 19:02:36 -0400 Subject: [rt-users] emails on ticket updates not being sent in 4.0.6 In-Reply-To: References: Message-ID: I believe that this affected me too. I performed the upgrade from RT 4.0.5 to 4.0.6 yesterday and email stopped. The workaround I found was overriding the mail command in my RT_SiteConfig.pm, as mentioned in this thread, but from the default ('sendmailpipe'): Set( $MailCommand, 'sendmail' ); My environment is FreeBSD 9.0-STABLE, stock FreeBSD Sendmail 8.14.5/8.14.5, Apache 2.2.22, Perl v5.12.4, mod_perl 2-2.0.6. Here are additional symptoms I observed. In my Request Tracker log: [Fri Jun 1 18:35:47 2012] [info]: > #33892/384246 - Scrip 4 Notify AdminCcs On Create (/usr/local/lib/perl5/site_perl/5.12.4/RT/Action/SendEmail.pm:301) [Fri Jun 1 18:35:47 2012] [critical]: >: Could not send mail with command `/usr/sbin/sendmail -oi -t`: program unexpectedly closed pipe at /usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm line 449. Stack: [/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:449] [/usr/local/lib/perl5/5.12.4/mach/IO/Handle.pm:406] [/usr/local/lib/perl5/site_perl/5.12.4/MIME/Head.pm:535] [/usr/local/lib/perl5/site_perl/5.12.4/Mail/Internet.pm:112] [/usr/local/lib/perl5/site_perl/5.12.4/MIME/Entity.pm:1770] [/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:456] [/usr/local/lib/perl5/site_perl/5.12.4/RT/Action/SendEmail.pm:308] [/usr/local/lib/perl5/site_perl/5.12.4/RT/Action/SendEmail.pm:128] [/usr/local/lib/perl5/site_perl/5.12.4/RT/ScripAction.pm:232] [/usr/local/lib/perl5/site_perl/5.12.4/RT/Scrip.pm:475] [/usr/local/lib/perl5/site_perl/5.12.4/RT/Scrips.pm:198] [/usr/local/lib/perl5/site_perl/5.12.4/RT/Transaction.pm:201] [/usr/local/lib/perl5/site_perl/5.12.4/RT/Record.pm:1459] [/usr/local/lib/perl5/site_perl/5.12.4/RT/Ticket.pm:676] [/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:1522] [/usr/local/share/rt40/html/REST/1.0/NoAuth/mail-gateway:61] (/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:470) However, failures were inconsistent -- some had false positives: [Fri Jun 1 17:11:54 2012] [info]: > #33891/384223 - Scrip 4 Notify AdminCcs On Create (/usr/local/lib/perl5/site_perl/5.12.4/RT/Action/SendEmail.pm:301) [Fri Jun 1 17:11:54 2012] [info]: > sent Bcc: Michael_Fisher at URMC.Rochester.edu (/usr/local/lib/perl5/site_perl/5.12.4/RT/Action/SendEmail.pm:332) In my mail log, I was seeing entries like this (note that the sender/recipient email addresses are missing and defaulted to the web server process user): Jun 1 13:11:54 rt sendmail[30898]: q51HBsZ8030898: from=www, size=0, class=0, nrcpts=0, msgid=<201206011711.q51HBsZ8030898 at son.rochester.edu>, relay=www at localhost Jun 1 13:11:54 rt sendmail[30899]: q51HBsnA030899: from=www, size=0, class=0, nrcpts=0, msgid=<201206011711.q51HBsnA030899 at son.rochester.edu>, relay=www at localhost Jun 1 14:35:47 rt sendmail[34095]: q51IZlaf034095: from=www, size=0, class=0, nrcpts=0, msgid=<201206011835.q51IZlaf034095 at son.rochester.edu>, relay=www at localhost After switching to 'sendmail' mode, I can tell no client-side difference between having Set($SendmailArguments, '-oi' ); and Set( $SendmailArguments, '-oi -t' ); I am using the former, per Thomas Sibley's recommendation of 5/23. Thanks for making and sharing Request Tracker. Please let me know if there's anything else that I can do to help. -- Mike Fisher Michael_Fisher at urmc.rochester.edu 585-275-6884 University of Rochester School of Nursing On May 23, 2012, at 7:01 , Niall Wilson wrote: Hi, I've just updated to 4.0.6 and ticket updates are no longer being emailed. This does not seem to be related to the noted FCGI.pm problem as (1) I'm using mod_perl and (2) I updated the installed FCGI to v 0.74 just in case. If I revert to 4.0.5 email works fine. Sample debug output is : [Wed May 23 10:52:07 2012] [debug]: Working on mailfield To; recipients are (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:660) [Wed May 23 10:52:07 2012] [debug]: Subject: [ICHEC Systems Team #416] [Comment] ICHEC email address: forward, auto-reply and mailing-list unsubscription From: "Niall Wilson via ICHEC RT" > Reply-To: support-systems-comment at ichec.ie In-Reply-To: > References: > > Message-ID: > Precedence: bulk X-RT-Loop-Prevention: ICHEC Support RT-Ticket: ICHEC Support #416 Managed-by: RT 4.0.6 (http://www.bestpractical.com/rt/) RT-Originator: niall.wilson at ichec.ie Bcc: niall.wilson at ichec.ie MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:667) [Wed May 23 10:52:07 2012] [debug]: Removing deferred recipients from To: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:690) [Wed May 23 10:52:07 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:699) [Wed May 23 10:52:07 2012] [debug]: Working on mailfield Cc; recipients are (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:660) [Wed May 23 10:52:07 2012] [debug]: Subject: [ICHEC Systems Team #416] [Comment] ICHEC email address: forward, auto-reply and mailing-list unsubscription From: "Niall Wilson via ICHEC RT" > Reply-To: support-systems-comment at ichec.ie In-Reply-To: > References: > > Message-ID: > Precedence: bulk X-RT-Loop-Prevention: ICHEC Support RT-Ticket: ICHEC Support #416 Managed-by: RT 4.0.6 (http://www.bestpractical.com/rt/) RT-Originator: niall.wilson at ichec.ie Bcc: niall.wilson at ichec.ie MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:667) [Wed May 23 10:52:07 2012] [debug]: Removing deferred recipients from Cc: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:690) [Wed May 23 10:52:07 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:699) [Wed May 23 10:52:07 2012] [debug]: Working on mailfield Bcc; recipients are niall.wilson at ichec.ie (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:660) [Wed May 23 10:52:07 2012] [debug]: Subject: [ICHEC Systems Team #416] [Comment] ICHEC email address: forward, auto-reply and mailing-list unsubscription From: "Niall Wilson via ICHEC RT" > Reply-To: support-systems-comment at ichec.ie In-Reply-To: > References: > > Message-ID: > Precedence: bulk X-RT-Loop-Prevention: ICHEC Support RT-Ticket: ICHEC Support #416 Managed-by: RT 4.0.6 (http://www.bestpractical.com/rt/) RT-Originator: niall.wilson at ichec.ie Bcc: niall.wilson at ichec.ie MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:667) [Wed May 23 10:52:07 2012] [debug]: Got user mail preference 'Individual messages' for user niall.wilson at ichec.ie (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:681) [Wed May 23 10:52:07 2012] [debug]: Removing deferred recipients from Bcc: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:690) [Wed May 23 10:52:07 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:699) [Wed May 23 10:52:07 2012] [debug]: No recipients found for deferred delivery on transaction #8091 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:712) [Wed May 23 10:52:07 2012] [info]: > #416/8091 - Scrip 8 On Comment Notify AdminCcs as Comment (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) [Wed May 23 10:52:07 2012] [error]: >: `/usr/sbin/sendmail -oi -t` exited with code 1 (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:465) [Wed May 23 10:52:07 2012] [crit]: >: Could not send mail with command `/usr/sbin/sendmail -oi -t`: >: `/usr/sbin/sendmail -oi -t` exited with code 1 at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 466. Stack: [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:466] [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:308] [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:128] [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232] [/opt/rt4/sbin/../lib/RT/Scrip.pm:475] [/opt/rt4/sbin/../lib/RT/Scrips.pm:198] [/opt/rt4/sbin/../lib/RT/Transaction.pm:201] [/opt/rt4/sbin/../lib/RT/Record.pm:1459] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2243] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2103] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1856] [/opt/rt4/share/html/Ticket/Display.html:164] [/opt/rt4/share/html/Ticket/Update.html:328] [/opt/rt4/share/html/Ticket/autohandler:19] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:568] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:318] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:470) -- Niall Wilson ICHEC Systems Team -------------- next part -------------- An HTML attachment was scrubbed... URL: From ptomblin at xcski.com Sat Jun 2 16:04:21 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Sat, 2 Jun 2012 16:04:21 -0400 Subject: [rt-users] Cross site request forgery? Message-ID: I'm trying to do a jquery autocomplete, but using my "other" database rather than the RT database. I created a web form in my extension's own html/cf directory, which I can access. I also put a autocomplete file in html/cf/AutoComplete called "People", which looks a lot like your Helpers/Autocomplete/Users: % $r->content_type('application/json'); <% JSON( \@suggestions ) |n %> % $m->abort; <%ARGS> $field => undef $term => undef <%INIT> use RTx::FooBar::Records::Peoples; $RT::Logger->debug("called AutoComplete/People"); my $people = RTx::FooBar::Records::Peoples->new(Handle => CFHandle()); $people->Limit( FIELD => $field, OPERATOR => 'LIKE', VALUE => '%'.$term.'%', ENTRYAGGREGATOR => 'AND'); my @suggestions while (my $person = $people->Next) { my $suggestion = { label => $person->$field, value => $person }; push @suggestions, $suggestion; } I've already tested that my autohandler provides the correct CFHandle to my database, and that RTx::FooBar::Records::Peoples returns the correct rows when accessed like this. But when I try to access this file as the source in my .autocomplete, it gets a 404. I've tried it with a relative path and an absolute path, same results. And if I try to access the url directly, I get this RT page that says it's a possible cross-site request forgery. What can I do to make this work? -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From ptomblin at xcski.com Sat Jun 2 17:30:59 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Sat, 2 Jun 2012 17:30:59 -0400 Subject: [rt-users] Cross site request forgery? In-Reply-To: References: Message-ID: On Sat, Jun 2, 2012 at 4:04 PM, Paul Tomblin wrote: > But when I try to access this file as the source in my .autocomplete, > it gets a 404. ?I've tried it with a relative path and an absolute > path, same results. It would help, I suppose, if I were actually able to distinguish between using upper case or lower case when comparing the name as I wrote it in the javascript and as I wrote it in when I created the file. I feel like such an idiot now. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From ruz at bestpractical.com Sat Jun 2 18:00:21 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 3 Jun 2012 02:00:21 +0400 Subject: [rt-users] RT 4 Upgrade Slow Performance - CustomFields? In-Reply-To: References: Message-ID: On Fri, Jun 1, 2012 at 12:07 AM, Nathan Baker wrote: > Thanks Kenn, I checked and didn't see any permissions globally set for > everyone, except the Create Ticket right is set for Everyone on each of our > queues. > > I made a few more changes though and am considering the problem fixed at > this point. ?I found that the system was doing a lot of memory swapping, > even though I increased the memory from 512MB with RT 3.8.8 (and MySQL) to > 2GB with 4.0.5 (and Postgresql). ?I disabled all debugging and heavy > logging, and adjusted the Apache configuration to increase the > KeepAliveTimeout to 60 and reduce the MinSpareServers and MaxSpareServers. > ?The apache processes were using between 60-100MB each (because of modperl I > think), so if you have 15 apache processes running that's potentially 1.5GB. > ?After making that change the system is "lightning fast" again. ?I still > might add 1-2GB of memory just to be safe, I just didn't think that much > should be necessary. It shouldn't be necessary if you know how to fit things in. You don't want KeepAliveTimeout to be very high. Keep alive at 60 seconds means that user when touched apache process holds it from serving other users for 60 seconds even if he doesn't do anything. 10 users hit the server within a minute - you need 11 apache processes to serve next user. Your deployment is not configured for such values. For big keep alive values you need two step processing with light frontend and heavy backend. Frontend keep connections open and can hold many of them with low footprint. For example take a look at the following blog post: http://blog.webfaction.com/a-little-holiday-present, especially memory footprint chart. As the backend you either use FCGI server running RT, your current apache setup or something else. Take a look at the following extension: http://search.cpan.org/~ruz/RT-Extension-Nginx-0.02/lib/RT/Extension/Nginx.pm#FEATURES It generates config for nginx where a few features of the server and knowledge of RT are used to lower memory footprint, increase concurrency, lower page load times. > I also have rt-clean-sessions running every night, which should help some. > > Thank you everyone that helped! -- Best regards, Ruslan. From bakern at gmail.com Sun Jun 3 00:00:40 2012 From: bakern at gmail.com (Nathan Baker) Date: Sun, 3 Jun 2012 00:00:40 -0400 Subject: [rt-users] RT 4 Upgrade Slow Performance - CustomFields? In-Reply-To: References: Message-ID: Ruslan, I agree with your recommendation in general for most installations, especially ones larger than ours. I don't think increasing the KeepAliveTimeout is necessary anymore now that I fixed the swapping issue, because the initial page load does not take a long time anymore. However, for our environment I know that there will never be more than 5 people accessing the site at once, so we will never run into the scenario you were giving as an example. The reason I left the KeepAliveTimeout at 60 was because I'd like to have it as fast as possible once a user starts doing something, and I think a user could look at a ticket for more than 15 seconds (the default KeepAliveTimeout in my apache configuration) and then continue on, but it's not as likely they would take longer than 60 seconds in between clicks. For our environment it would be fine to have 5 apache processes dedicated for 5 users at once. Thanks for the information on the lightweight front-end, it looks like it would help a lot, although I think it might be overkill for our relatively small installation. -Nate On Sat, Jun 2, 2012 at 6:00 PM, Ruslan Zakirov wrote: > It shouldn't be necessary if you know how to fit things in. > > You don't want KeepAliveTimeout to be very high. Keep alive at 60 > seconds means that user when touched apache process holds it from > serving other users for 60 seconds even if he doesn't do anything. 10 > users hit the server within a minute - you need 11 apache processes to > serve next user. Your deployment is not configured for such values. > > For big keep alive values you need two step processing with light > frontend and heavy backend. Frontend keep connections open and can > hold many of them with low footprint. For example take a look at the > following blog post: > http://blog.webfaction.com/a-little-holiday-present, especially memory > footprint chart. > > As the backend you either use FCGI server running RT, your current > apache setup or something else. > > Take a look at the following extension: > > > http://search.cpan.org/~ruz/RT-Extension-Nginx-0.02/lib/RT/Extension/Nginx.pm#FEATURES > > It generates config for nginx where a few features of the server and > knowledge of RT are used to lower memory footprint, increase > concurrency, lower page load times. > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at itworx.co.ke Sun Jun 3 06:23:14 2012 From: alex at itworx.co.ke (Alex Rhys-Hurn) Date: Sun, 3 Jun 2012 13:23:14 +0300 (EAT) Subject: [rt-users] Help with Rich Text Editor Message-ID: <1131560757.66082.1338718994902.JavaMail.root@itworx.co.ke> Hi Folks, I am following this: http://requesttracker.wikia.com/wiki/AddRichTextEditorToCustomField I first installed a brand new clean RT 4.0.5 instance on a new ubuntu 10.04 tunrkeylinux server. The procedure above worked perfectly, and now I have rich-text editing in my Articles. Thats my objective. So, I decided to deploy that on my production RT 4.0.2 instance. It doesnt work. I cannot get the CKEditor type box in my production setup. I have even upgraded RT to the same 4.0.5 version as the devel. box. So, each box has idenctical OS. MYSQL and RT installations. Why does this not work and how can I troubleshoot this? Help appreciated, many thanks, Alex -- Alex Rhys-Hur n | ITworX Limited P.O. Box 1649, 00502, Karen, Kenya Tel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541 Web: www.itworx.co.ke -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: webmail_logo.png Type: image/png Size: 1057 bytes Desc: not available URL: From al.scotto at reply.it Sun Jun 3 10:08:58 2012 From: al.scotto at reply.it (Scotto Alberto) Date: Sun, 3 Jun 2012 14:08:58 +0000 Subject: [rt-users] Merge Users History - Broken link on bestpractical's web site Message-ID: Hi, I noticed that the link to the extension MergeUsersHistory on http://bestpractical.com/rt/extensions.html is broken. Here is the broken link: http://search.cpan.org/dist/RT-Extension-MergeUsersHistory/lib/RT/Extension/MergeUsersHistory.pm Looks like it isn't hosted by cpan anymore..? However the link to the source code is still active, so I was able to download the package and install it. BTW it works like a charm! Thank you ruz!! AS 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. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: blue.png Type: image/png Size: 2834 bytes Desc: blue.png URL: From BrianBuchanan at interfast.ca Sun Jun 3 13:46:24 2012 From: BrianBuchanan at interfast.ca (Brian Buchanan) Date: Sun, 03 Jun 2012 13:46:24 -0400 Subject: [rt-users] Lost RT server, reinstall 3.8 or upgrade to 4 preserving database? Message-ID: I have lost my RT3 server, and it's backup. I still have the database in Oracle, which was on another machine. I'm looking for advice on how to approach this reinstallation. I do not know the exact version of RT3, I think it was 3.8.8 but is there anyway to determine that by looking at the Database? I'm considering installing RT4 on a new machine and proceeding as an upgrade. The only mod I had was LDAP (Active Directory) Authentication, I haven't found out if RT4 supports that itself, or if I need to find that mod again. Thanks again for any advice. Brian -------------- next part -------------- An HTML attachment was scrubbed... URL: From mgarman at peakehealthcare.com Mon Jun 4 07:45:31 2012 From: mgarman at peakehealthcare.com (ikeusmaximus) Date: Mon, 4 Jun 2012 04:45:31 -0700 (PDT) Subject: [rt-users] Add Tab to Left Navigation Bar Message-ID: <33957351.post@talk.nabble.com> Greetings all, I am running RT 4.0.5, and I am trying to find a way of adding another tab (with a link of course) to the Left Side Navigation bar (The bar that contains "Home" "Tickets" "Tools" etc.). Eventually, the tab would only be displayed for specific users. I have been pouring over google search results, and one did point me to "share/html/Elements/Tabs" which contains the coding for the nav bar. I changed some of the code but the nav bar did not change at all. I am wondering if anyone knows how to do this or has any ideas as to go about this. Thanks. -- View this message in context: http://old.nabble.com/Add-Tab-to-Left-Navigation-Bar-tp33957351p33957351.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alexander.reintzsch at netsystem.de Mon Jun 4 08:57:51 2012 From: alexander.reintzsch at netsystem.de (Alexander Reintzsch) Date: Mon, 4 Jun 2012 14:57:51 +0200 Subject: [rt-users] Problem with interpretation of images Message-ID: <1338814672.2410.8.camel@alexrz-laptop> Hi, I face a problem with images I put in /opt/rt4/local/plugins/RTx-MyPlugin/html/NoAuth/img Some pictures are loaded correctly and some cause errors. The reason for this is, that the picture-files are interpreted by the perl-interpreter and if the file contains a <% or <$ or simular things, that the interpreter is looking for, it throws an error. What can I do to fix this? My appache config for rt4 looks like that: AddDefaultCharset UTF-8 Order allow,deny Allow from all SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); Can anybody provide me a hint how I can handle this problem. The only solution I see so far is recoding all pictures in the hope, that it doesn't contain a problematic string afterwards. :( greetings, Alexander From marco.thorbruegge at cert.europa.eu Mon Jun 4 09:43:12 2012 From: marco.thorbruegge at cert.europa.eu (Marco Thorbruegge) Date: Mon, 4 Jun 2012 15:43:12 +0200 Subject: [rt-users] Sorting order of dashboards Message-ID: <4FCCBB70.5060808@cert.europa.eu> Hi, i was following http://wiki-archive.bestpractical.com/view/ManualDashboards to change the sorting order of Dashboards via a callback. Is that still supposed to work in 4.0.5, as it does not show any result? The sorting order is still according to the ID. I tried both to put the callback in /opt/rt4/local/html/Callbacks/CustomDashboardSort/Dashboards/index.html/MassageDashboards and /opt/rt4/share/html/Callbacks/CustomDashboardSort/Dashboards/index.html/MassageDashboards cleaned the Mason cache and restarted the apache. To no avail. What's missing? Thanks! Marco From demon_eyes_kyoms at hotmail.com Mon Jun 4 09:46:12 2012 From: demon_eyes_kyoms at hotmail.com (TheHoboKing) Date: Mon, 4 Jun 2012 06:46:12 -0700 (PDT) Subject: [rt-users] Append Data to CustomFields In-Reply-To: <33941340.post@talk.nabble.com> References: <33920988.post@talk.nabble.com> <33933640.post@talk.nabble.com> <5407DC58-0901-4310-A3A1-9130BD2D363D@gmail.com> <33941340.post@talk.nabble.com> Message-ID: <33958003.post@talk.nabble.com> After some research and trial and errors I finally realise extracting values from Transaction CFs is no longer possible. The feature has been removed since RT 3.6 and doesn't seem to have been successfully implemented again. Mike seems to be the last reported successful extraction of CFs and such. (If anyone has a patch or successful scrip/solution to extract values from Trans-CFs, please by all means come forward and tell me how wrong I am) Now, for anyone interested, here's how I 'solved' my issue. Probably not the cleanest, efficient way but it works for me. I installed the RT::Extension::CustomFieldsOnUpdate extension in order to have CFs on the Update form. Created 4 CFs, provided See and ModifyCustomField rights to my users group to 2 CFs and SeeCustomField to the other 2. This allowed the users to only see 2 fields during during the Ticket Update process (the other 2 CFs were not visible since users didn't have ModifyCustomField right) My total is stored in the CFs which users cannot modify (since the scrip makes the mod, update on the CF works fine). At every transaction, I check the value of the hidden field, and add the value of the visible field (user input) and store back the new total value in the hidden field, I then reset the visible field to . Thank you all for your help TheHoboKing wrote: > > Mike, > > Thank you for the information, that's exactly what I was looking for. > > Now, I tried to build a scrip from different online sources (I just > started learning Perl ...) but I'm never able to get the value from the > Transaction Custom Field. > > I saw an earlier post from you describing pretty much what I'm trying to > achieve. > > http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg02029.html > > Is there any chance you could send me the scrip? > > P.S: I'll post my scrip early tomorrow as I'm no longer in the > office....perhaps someone can shed some light on the multiple things I > must be doing wrong. > > Thank you! > > > > Michael Coakley wrote: >> >> This is easily done with a scrip. You need a Ticket custom field to hold >> the totals and a Transaction custom field for the users to update during >> a reply or comment. The scrip will take the transaction custom field >> value and add it to the ticket custom field value to keep the running >> total. >> >> I've absolutely done this before but a long time ago. It works great and >> I've built billing systems off of these values which seems like you are >> trying to do. >> >> The only "gotcha" and it's a little one because once you start scrip >> development you'll know this; it is to use TransactionBatch mode on the >> scrip because that is the only way you will actually be able to see the >> Transaction custom field values. >> >> Hope that gets you started. >> >> Mike >> >> Sent from my iPhone >> >> On May 30, 2012, at 1:53 PM, TheHoboKing >> wrote: >> >>> >>> Hi Kenneth, >>> >>> Thank you for the reply and my apologies for the delay, I've been busy >>> with >>> other projects. >>> >>> I mentioned the TimeWorked field because that's how I'd like my other >>> 'time' >>> CFs to behave but here's what I'm trying to achieve in more details. >>> >>> I have two CFs: Emergency Hours | Schedule Hours >>> CFs type is 'Enter one value' >>> >>> On ticket updates (users will most likely only update tickets from the >>> WebUI >>> via comment/reply action), I'd like those CFs to behave as followed: >>> >>> On update, the CFs should show no value. If my user(s) enter a value and >>> update the ticket, the value should be added to the previous value >>> (users >>> will only be inputting integers). >>> >>> i.e.: >>> Emergency Hours current value = 10 >>> Users Update the ticket and adds 15 in the Emergency Hours >>> Emergency Hours should now display 25 >>> >>> Is there a way to achieve this via script or more in dept RT >>> customization? >>> >>> -I've tried to create another TimeWorked field but TimeWorked seems to >>> be >>> all over the place and I couldn't identify the proper sections to >>> add/modify >>> in order to 'duplicate' TimeWorked. >>> >>> -I was also thinking if it may be possible to do it via scrip by; >>> OnComment or OnTransaction >>> Reading the value of 'Emergency Hours' >>> Storing the value in a temporary variable >>> Adding the new value to the old value. .i.e: Emergency Hours = >>> TemporaryEmergencyHoursTotal + EmergencyHours >>> >>> -I also thought I could simply create another CF called >>> 'EmergencyHoursTotal' and store the total there BUT then, on ticket >>> display >>> only 'EmergencyHoursTotal' should be visible and 'Emergency Hours' >>> should be >>> hidden, on ticket update only 'Emergency Hours' should be visible and >>> 'EmergencyHoursTotal' should be hidden. >>> >>> I read hiding/displaying specific CF can be achieved via the >>> MassageCustomFields callback but I don't find much information on how to >>> code my MassageCustomFields. This is the most informative code I've >>> found in >>> regards to it. >>> >>> http://cpansearch.perl.org/src/RUZ/RT-Extension-CustomField-HideEmptyValues-0.01/html/Callbacks/CustomField-HideEmptyValues/Elements/ShowCustomFields/MassageCustomFields >>> >>> Sorry for my long long post, let me know if I should open a new tread in >>> regards to the MassageCustomFields info. >>> >>> Thank you again! >>> >>> >>> >>> >>> Kenneth Crocker-2 wrote: >>>> >>>> HoboKing, >>>> >>>> You could create a CF with SeeCF rights only to Users and then write a >>>> scrip so that when the TimeWorked field is updated, the scrip subtracts >>>> the >>>> old value from the new value and then adds that result to the CF. >>>> You could also add a condition to check the date and if it is month-end >>>> or >>>> something you could move the final "TomeWorked" value to a Month-end >>>> Time >>>> CF and then zero out the contiguos one. >>>> That way, you won't run into problems of some user entering a non-inter >>>> type value into the field. You might want to grant "ModifyCF" to the >>>> SuperUSer or some management group of users so they can override the >>>> value >>>> when necessary. >>>> It all depends on what you want to accomplish. >>>> TimeWorked is already designed to receive integers. So all you really >>>> need >>>> is a CF to act as a monthly or yearly, etc. accumulator, along with a >>>> routine to zero out at the end of that cycle. >>>> The best way is to write a cronjob to run through all tickets on >>>> whatever >>>> cycle you want to accumulate and have that routine do the >>>> accumulate/move/zero work. That way you get ALL tickets updated >>>> consistently, not just the ones that were updated in a given cycle. >>>> >>>> Hope this helps. >>>> >>>> Kenn >>>> >>>> On Mon, May 28, 2012 at 11:44 AM, TheHoboKing >>>> wrote: >>>> >>>>> >>>>> Hi, >>>>> >>>>> I'm still quite new at RT and was wondering if there's a way to have >>>>> appendable/updatable CustomFields like the TimeWorked field? >>>>> >>>>> Whenever I update a ticket, the TimeWorked field is blank, any value >>>>> (digits) I add will automatically be added to the old value, it'll >>>>> make a >>>>> simple addition. >>>>> >>>>> How can I do the same with CustomFields? Either via the webUI, scrip >>>>> or >>>>> back-end (Update.html ? ModifyAll.html?) >>>>> >>>>> I'm running RT 4.0.5 >>>>> >>>>> Thank you! >>>>> -- >>>>> View this message in context: >>>>> http://old.nabble.com/Append-Data-to-CustomFields-tp33920988p33920988.html >>>>> Sent from the Request Tracker - User mailing list archive at >>>>> Nabble.com. >>>>> >>>>> >>>> >>>> >>> -- >>> View this message in context: >>> http://old.nabble.com/Append-Data-to-CustomFields-tp33920988p33933640.html >>> Sent from the Request Tracker - User mailing list archive at Nabble.com. >>> >> >> > -- View this message in context: http://old.nabble.com/Append-Data-to-CustomFields-tp33920988p33958003.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From trs at bestpractical.com Mon Jun 4 09:49:41 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 04 Jun 2012 09:49:41 -0400 Subject: [rt-users] Append Data to CustomFields In-Reply-To: <33958003.post@talk.nabble.com> References: <33920988.post@talk.nabble.com> <33933640.post@talk.nabble.com> <5407DC58-0901-4310-A3A1-9130BD2D363D@gmail.com> <33941340.post@talk.nabble.com> <33958003.post@talk.nabble.com> Message-ID: <4FCCBCF5.7060907@bestpractical.com> On 06/04/2012 09:46 AM, TheHoboKing wrote: > After some research and trial and errors I finally realise extracting values > from Transaction CFs is no longer possible. > > The feature has been removed since RT 3.6 and doesn't seem to have been > successfully implemented again. Mike seems to be the last reported > successful extraction of CFs and such. (If anyone has a patch or successful > scrip/solution to extract values from Trans-CFs, please by all means come > forward and tell me how wrong I am) You can absolutely read back out values from Transaction CFs. Unfortunately we can't guess what you're doing or why it's not working without seeing the code. I suspect in your attempts you didn't follow Mike's warning about needing to use the TransactionBatch stage for your scrips. Thomas From trs at bestpractical.com Mon Jun 4 09:52:10 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 04 Jun 2012 09:52:10 -0400 Subject: [rt-users] Sorting order of dashboards In-Reply-To: <4FCCBB70.5060808@cert.europa.eu> References: <4FCCBB70.5060808@cert.europa.eu> Message-ID: <4FCCBD8A.4090301@bestpractical.com> On 06/04/2012 09:43 AM, Marco Thorbruegge wrote: > Is that still supposed to work in 4.0.5, as it does not show any result? > The sorting order is still according to the ID. > > I tried both to put the callback in > > /opt/rt4/local/html/Callbacks/CustomDashboardSort/Dashboards/index.html/MassageDashboards That callback example on the wiki won't work in RT 4.x. Take a look at the ListOfDashboards component under Dashboards/Elements/ for where the new MassageDashboards callback location is. You'll also need to adjust args. Thomas From trs at bestpractical.com Mon Jun 4 09:53:59 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 04 Jun 2012 09:53:59 -0400 Subject: [rt-users] Problem with interpretation of images In-Reply-To: <1338814672.2410.8.camel@alexrz-laptop> References: <1338814672.2410.8.camel@alexrz-laptop> Message-ID: <4FCCBDF7.9040003@bestpractical.com> On 06/04/2012 08:57 AM, Alexander Reintzsch wrote: > I face a problem with images I put in > /opt/rt4/local/plugins/RTx-MyPlugin/html/NoAuth/img > > Some pictures are loaded correctly and some cause errors. > > The reason for this is, that the picture-files are interpreted by the > perl-interpreter and if the file contains a <% or <$ or simular things, > that the interpreter is looking for, it throws an error. > > What can I do to fix this? Use an autohandler to serve the images statically instead of through Mason automatically. See how core RT does this in share/html/NoAuth/images/autohandler Thomas From bertignac at gmail.com Mon Jun 4 10:15:59 2012 From: bertignac at gmail.com (L B) Date: Mon, 4 Jun 2012 16:15:59 +0200 Subject: [rt-users] Speed up mason cache generation Message-ID: Hi, Sometimes applying a change in RT doesn't show up instantly in the web UI and it requires a mason cache cleaning before the apache restart. Once this is done, the first requests are slow while the cache is being populated. Anyone already created a script to generate the main elements so this is not done by the users? Is it a good idea? Thanks, -- L.B. From demon_eyes_kyoms at hotmail.com Mon Jun 4 10:42:00 2012 From: demon_eyes_kyoms at hotmail.com (TheHoboKing) Date: Mon, 4 Jun 2012 07:42:00 -0700 (PDT) Subject: [rt-users] Append Data to CustomFields In-Reply-To: <4FCCBCF5.7060907@bestpractical.com> References: <33920988.post@talk.nabble.com> <33933640.post@talk.nabble.com> <5407DC58-0901-4310-A3A1-9130BD2D363D@gmail.com> <33941340.post@talk.nabble.com> <33958003.post@talk.nabble.com> <4FCCBCF5.7060907@bestpractical.com> Message-ID: <33958371.post@talk.nabble.com> Hi Thomas, Yes, I did attempt with TransactionBatch (and Create), the value obtained from the Transaction CF is always ' ' as if it's unable to capture the actual value. Here's the code I was using, I've tried with different variation but was never able to get the value that was being added in the Trans-CFs. As a test, I was simply trying to get the value from the Trans-CFs and right it back in a Ticket CF. -------------- Custom Condition: return 1; Custom action preparation code: return 1; Custom action cleanup code: my $ticket = $self->TicketObj; my $cf_obj = RT::CustomField->new( $RT::SystemUser ); my $cf_name = "ValueFrom_tr-cf"; my $trcf_name = "tr-cf"; my $trcf_value = "1"; #Read and store the value of the Transaction CF "tr-cf" $cf_obj->LoadByName(Name=>$trcf_name); $trcf_value = $ticket->FirstCustomFieldValue($trcf_name); #Add the value to the Ticket CF $cf_obj->LoadByName(Name=>$cf_name); $ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$trcf_value, RecordTransaction=>0); return 1; --------------------------------------------------- Any ideas on what could be going wrong? Thank you Thomas Sibley wrote: > > On 06/04/2012 09:46 AM, TheHoboKing wrote: >> After some research and trial and errors I finally realise extracting >> values >> from Transaction CFs is no longer possible. >> >> The feature has been removed since RT 3.6 and doesn't seem to have been >> successfully implemented again. Mike seems to be the last reported >> successful extraction of CFs and such. (If anyone has a patch or >> successful >> scrip/solution to extract values from Trans-CFs, please by all means come >> forward and tell me how wrong I am) > > You can absolutely read back out values from Transaction CFs. > Unfortunately we can't guess what you're doing or why it's not working > without seeing the code. I suspect in your attempts you didn't follow > Mike's warning about needing to use the TransactionBatch stage for your > scrips. > > Thomas > > -- View this message in context: http://old.nabble.com/Append-Data-to-CustomFields-tp33920988p33958371.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Mon Jun 4 10:46:32 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 4 Jun 2012 18:46:32 +0400 Subject: [rt-users] Speed up mason cache generation In-Reply-To: References: Message-ID: On Mon, Jun 4, 2012 at 6:15 PM, L B wrote: > Hi, > > ?Sometimes applying a change in RT doesn't show up instantly in the > web UI and it requires a mason cache cleaning before the apache > restart. Once this is done, the first requests are slow while the > cache is being populated. > > ?Anyone already created a script to generate the main elements so this > is not done by the users? Is it a good idea? You can write a script that deletes obj files for which the source have been updated. > > Thanks, > -- > L.B. -- Best regards, Ruslan. From aaltamirano at uc.cl Mon Jun 4 10:46:37 2012 From: aaltamirano at uc.cl (Andres Altamirano) Date: Mon, 4 Jun 2012 10:46:37 -0400 Subject: [rt-users] RT REST parser on php (json? xml?) Message-ID: <4FCCCA4D.2060005@uc.cl> Hi, I'd like to know if there are scripts, o code on php to parse RT REST. It's difficult to do it from php without having to build a parser. Does anybody knows one? I have seen many restful app which are using xml or json. There are a lot of interfaces to do the parsing job in these cases. Why RT don't uses that sort of specs? -- Atte. Andres Altamirano Subdirecci?n Innovaci?n Tecnol?gica Direcci?n de Inform?tica Pontificia Universidad Cat?lica de Chile Campus San Joaquin. Vicu?a Mackena 4860 Fono: +56 2 3547183 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2327 bytes Desc: S/MIME Cryptographic Signature URL: From ruz at bestpractical.com Mon Jun 4 10:51:50 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 4 Jun 2012 18:51:50 +0400 Subject: [rt-users] Problem with interpretation of images In-Reply-To: <4FCCBDF7.9040003@bestpractical.com> References: <1338814672.2410.8.camel@alexrz-laptop> <4FCCBDF7.9040003@bestpractical.com> Message-ID: On Mon, Jun 4, 2012 at 5:53 PM, Thomas Sibley wrote: > On 06/04/2012 08:57 AM, Alexander Reintzsch wrote: >> I face a problem with images I put in >> /opt/rt4/local/plugins/RTx-MyPlugin/html/NoAuth/img >> >> Some pictures are loaded correctly and some cause errors. >> >> The reason for this is, that the picture-files are interpreted by the >> perl-interpreter and if the file contains a <% or <$ or simular things, >> that the interpreter is looking for, it throws an error. >> >> What can I do to fix this? > > Use an autohandler to serve the images statically instead of through > Mason automatically. ?See how core RT does this in > share/html/NoAuth/images/autohandler I would recommend to put them into html/NoAuth/images/my-ext-prefix-xxxx.image. This way they served by RT's autohandler and you don't need to duplicate it. I don't remember if you can use subdirectory or not, try html/NoAuth/images/my-extnsion/xxx.image. > Thomas -- Best regards, Ruslan. From kirby at umbc.edu Mon Jun 4 11:00:56 2012 From: kirby at umbc.edu (Joe Kirby) Date: Mon, 4 Jun 2012 11:00:56 -0400 Subject: [rt-users] Unprivileged User Questions Message-ID: <58CDD5C3-BE35-4C96-A6F5-1E28F455B0C8@umbc.edu> I am in the midst of testing the 4.0.5 version for go live next week and have been asked by our community about the following 2 questions. I actually posted 1 a few weeks back and I am wondering if I was too vague. 1. An Unprivileged user can create a ticket and add a cc at that time, however once the ticket is created and they want to continue correspondence (as the Unprivileged user Requestor) and add additional cc's like Privileged users can there is no cc line. I did hear back from Ruslan about a config option but was unable to determine which config option would apply. Is this possible? 2. When signed in as an Unprivileged user and I attempt to Show outgoing mail it takes me back to RT-at-a-Glance even though Requestors have the 'View exact outgoing email messages and their recipients' (ShowOutgoingEmail) attribute. In 4.0.5 it is more obvious to me that RT may not allow this for Unprivileged user since it is not a General right. Are there any config settings I can set to allow this? Thanks so much for all the help you all have provided over the years. Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu From trs at bestpractical.com Mon Jun 4 11:01:04 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 04 Jun 2012 11:01:04 -0400 Subject: [rt-users] RT REST parser on php (json? xml?) In-Reply-To: <4FCCCA4D.2060005@uc.cl> References: <4FCCCA4D.2060005@uc.cl> Message-ID: <4FCCCDB0.8010703@bestpractical.com> On 06/04/2012 10:46 AM, Andres Altamirano wrote: > I'd like to know if there are scripts, o code on php to parse RT REST. > It's difficult to do it from php without having to build a parser. Does > anybody knows one? > > I have seen many restful app which are using xml or json. There are a > lot of interfaces to do the parsing job in these cases. > > Why RT don't uses that sort of specs? I can't help you with PHP, but the reason RT's REST-like interface doesn't use JSON is because it predates JSON. ;) From bertignac at gmail.com Mon Jun 4 11:27:50 2012 From: bertignac at gmail.com (L B) Date: Mon, 4 Jun 2012 17:27:50 +0200 Subject: [rt-users] Speed up mason cache generation In-Reply-To: References: Message-ID: Ruslan, Well, that would consume quite a lot of brain CPU cycles. Maybe I try to solve a wrong problem and cleaning the mason cache with a rm -rf /opt/rt/var/mason/* is not the good approach. The need is simple: I (quite often) install/modify/remove extensions, or modify RT itself in local/ and I want to make sure I'm not misled by the mason cache. I remove all the cache and restart apache after a modification but the first clicks are quite longs, I was wondering if I could optimize that. -- L.B. From nicolas.guiot at risc-group.com Mon Jun 4 11:23:32 2012 From: nicolas.guiot at risc-group.com (Nicolas GUIOT) Date: Mon, 4 Jun 2012 17:23:32 +0200 Subject: [rt-users] 2 serious errors since I upgraded this morning to 3.8.8-7+squeeze3 Message-ID: <20120604172332.01f3e229@ng-latitude.rscorl.local> Hi, Since my distrib has published the security patch for 3.8.8, I decided to apply it this morning. Since then, I have the following error : in rt.log : [Mon Jun 4 14:32:43 2012] [crit]: Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 1026 (/usr/share/request-tracker3.8/libexec/webmux.pl:92) in exim (mailer) mainlog : 2012-06-04 17:08:46 1SbYti-0007sf-Dg == |/usr/bin/rt-mailgate --queue support-test --action correspond --url https://example.org/ R=system_aliases T=address_pipe defer (0): Child process of address_pipe transport returned 75 (could mean temporary error) from command: /usr/bin/rt-mailgate I can take existanig tickets, for example, but when trying to send an email to create a new ticket, I have this error message. # dpkg -l |grep request http requests ii request-tracker3.8 3.8.8-7+squeeze3 extensible trouble-ticket tracking system ii rt3.8-apache2 3.8.8-7+squeeze3 Apache 2 specific files for request-tracker3.8 ii rt3.8-clients 3.8.8-7+squeeze3 mail gateway and command-line interface to request-tracker3.8 ii rt3.8-db-mysql 3.8.8-7+squeeze3 MySQL database backend for request-tracker3.8 rc rt3.8-db-sqlite 3.8.8-6 SQLite database backend for request-tracker3.8 # dpkg -l |grep apach ii apache2 2.2.16-6+squeeze7 Apache HTTP Server metapackage ii apache2-mpm-worker 2.2.16-6+squeeze7 Apache HTTP Server - high speed threaded model ii apache2-utils 2.2.16-6+squeeze7 utility programs for webservers ii apache2.2-bin 2.2.16-6+squeeze7 Apache HTTP Server common binary files ii apache2.2-common 2.2.16-6+squeeze7 Apache HTTP Server common files ii libapache-dbi-perl 1.08-1 Connect apache server to database via perl's DBI ii libapache-session-perl 1.87-1 Perl modules for keeping persistent user data across http requests ii libapache2-mod-perl2 2.0.4-7 Integration of perl with the Apache2 web server ii libapache2-reload-perl 0.10-2 Reload Perl modules when changed on disk ii rt3.8-apache2 3.8.8-7+squeeze3 Apache 2 specific files for request-tracker3.8 I don't know where to search, and more important, where to correct... Thanks in advance for your help -- Nicolas GUIOT From ruz at bestpractical.com Mon Jun 4 11:53:58 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 4 Jun 2012 19:53:58 +0400 Subject: [rt-users] Speed up mason cache generation In-Reply-To: References: Message-ID: On Mon, Jun 4, 2012 at 7:27 PM, L B wrote: > Ruslan, > > Well, that would consume quite a lot of brain CPU cycles. Maybe I try > to solve a wrong problem and cleaning the mason cache with a rm -rf > /opt/rt/var/mason/* is not the good approach. > > The need is simple: I (quite often) install/modify/remove extensions, > or modify RT itself in local/ and I want to make sure I'm not misled > by the mason cache. I remove all the cache and restart apache after a > modification but the first clicks are quite longs, I was wondering if > I could optimize that. wget http://xxxx/?user=x&pass=y Right after restart to hit RT instead of letting users to hit it. Restart is only required when you touched libs or config. > -- > L.B. -- Best regards, Ruslan. From dominic.hargreaves at oucs.ox.ac.uk Mon Jun 4 12:13:21 2012 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Mon, 4 Jun 2012 17:13:21 +0100 Subject: [rt-users] 2 serious errors since I upgraded this morning to 3.8.8-7+squeeze3 In-Reply-To: <20120604172332.01f3e229@ng-latitude.rscorl.local> References: <20120604172332.01f3e229@ng-latitude.rscorl.local> Message-ID: <20120604161321.GA25387@stranger-here-myself.oucs.ox.ac.uk> On Mon, Jun 04, 2012 at 05:23:32PM +0200, Nicolas GUIOT wrote: > Hi, > > Since my distrib has published the security patch for 3.8.8, I decided to apply it this morning. > > Since then, I have the following error : > > in rt.log : > > [Mon Jun 4 14:32:43 2012] [crit]: Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 1026 (/usr/share/request-tracker3.8/libexec/webmux.pl:92) This is http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=674924 You can either grab the test packages mentioned in that bugreport, or downgrade to squeeze1 (not squeeze2) and wait for the erratum DSA. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: Digital signature URL: From vadud3 at gmail.com Mon Jun 4 12:39:41 2012 From: vadud3 at gmail.com (Asif Iqbal) Date: Mon, 4 Jun 2012 12:39:41 -0400 Subject: [rt-users] RT3 (solaris) to RT4(linux) Message-ID: Hi I am looking for suggestions on upgrading rt3(solaris sparc) to rt4(ubuntu linux). rt3: OS: solaris 10 sparc on T1000 Mysql: 5.0.75 Total number # Transactions: 6 million+ rt4: OS: ubuntu linux precise Mysql; 5,5 What would be recommended way to break down the upgrade and proceed? I am guessing rsync mysql data and /opt/rt3 configs over to mysql 5.5 (apt) and /opt/rt4.0.6.x (tarball) and then follow the upgrade instruction on /opt/rt4 (tarball). 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? -------------- next part -------------- An HTML attachment was scrubbed... URL: From demon_eyes_kyoms at hotmail.com Mon Jun 4 12:57:42 2012 From: demon_eyes_kyoms at hotmail.com (TheHoboKing) Date: Mon, 4 Jun 2012 09:57:42 -0700 (PDT) Subject: [rt-users] Built-in field validation (Priority) Message-ID: <33959201.post@talk.nabble.com> Hello all, Is there a way to validate data entered in one of RT's 'built-in' field (i.e: Priority)? I couldn't find any option to select RT's built-in fields and set any sort of mandatory/validation parameter. I can validate the entered data via a scrip but then I don't know how to force the Update or Create form to be reloaded and display a message stating ['Priority' field must match 'XYZ']. (as it behaves for CustomFields). Thank you -- View this message in context: http://old.nabble.com/Built-in-field-validation-%28Priority%29-tp33959201p33959201.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From aaltamirano at uc.cl Mon Jun 4 12:58:20 2012 From: aaltamirano at uc.cl (Andres Altamirano) Date: Mon, 4 Jun 2012 12:58:20 -0400 Subject: [rt-users] RT REST parser on php (json? xml?) In-Reply-To: <4FCCCDB0.8010703@bestpractical.com> References: <4FCCCA4D.2060005@uc.cl> <4FCCCDB0.8010703@bestpractical.com> Message-ID: <4FCCE92C.4060009@uc.cl> On 06/04/2012 11:01 AM, Thomas Sibley wrote: > On 06/04/2012 10:46 AM, Andres Altamirano wrote: >> I'd like to know if there are scripts, o code on php to parse RT REST. >> It's difficult to do it from php without having to build a parser. Does >> anybody knows one? >> >> I have seen many restful app which are using xml or json. There are a >> lot of interfaces to do the parsing job in these cases. >> >> Why RT don't uses that sort of specs? > > I can't help you with PHP, but the reason RT's REST-like interface > doesn't use JSON is because it predates JSON. ;) Older than xml too? -- Atte. Andres Altamirano Subdirecci?n Innovaci?n Tecnol?gica Direcci?n de Inform?tica Pontificia Universidad Cat?lica de Chile Campus San Joaquin. Vicu?a Mackena 4860 Fono: +56 2 3547183 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2327 bytes Desc: S/MIME Cryptographic Signature URL: From jblaine at kickflop.net Mon Jun 4 13:04:23 2012 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 04 Jun 2012 13:04:23 -0400 Subject: [rt-users] Scrip/template "Notify parent ticket owner on resolve"? Message-ID: <4FCCEA97.4080004@kickflop.net> Does anyone know of a way to notify the parent ticket's owner on resolve? From trs at bestpractical.com Mon Jun 4 13:05:03 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 04 Jun 2012 13:05:03 -0400 Subject: [rt-users] RT REST parser on php (json? xml?) In-Reply-To: <4FCCE92C.4060009@uc.cl> References: <4FCCCA4D.2060005@uc.cl> <4FCCCDB0.8010703@bestpractical.com> <4FCCE92C.4060009@uc.cl> Message-ID: <4FCCEABF.2030505@bestpractical.com> On 06/04/2012 12:58 PM, Andres Altamirano wrote: > Older than xml too? No... which is why I didn't say that. From mike.coakley at gmail.com Mon Jun 4 13:25:47 2012 From: mike.coakley at gmail.com (Michael Coakley) Date: Mon, 4 Jun 2012 13:25:47 -0400 Subject: [rt-users] Append Data to CustomFields In-Reply-To: <33958371.post@talk.nabble.com> References: <33920988.post@talk.nabble.com> <33933640.post@talk.nabble.com> <5407DC58-0901-4310-A3A1-9130BD2D363D@gmail.com> <33941340.post@talk.nabble.com> <33958003.post@talk.nabble.com> <4FCCBCF5.7060907@bestpractical.com> <33958371.post@talk.nabble.com> Message-ID: <1F7C4C9C-13C5-4374-A6A1-DE47596ACF6F@gmail.com> You are trying to get the transaction value from the ticket. You need to use the transaction object. I'm on my phone so I can't reply with example code. If someone else doesn't supply any I'll reply with some later. Mike Sent from my iPhone On Jun 4, 2012, at 10:42 AM, TheHoboKing wrote: > > Hi Thomas, > > Yes, I did attempt with TransactionBatch (and Create), the value obtained > from the Transaction CF is always ' ' as if it's unable to capture the > actual value. > > Here's the code I was using, I've tried with different variation but was > never able to get the value that was being added in the Trans-CFs. > > As a test, I was simply trying to get the value from the Trans-CFs and right > it back in a Ticket CF. > > -------------- > Custom Condition: > return 1; > > Custom action preparation code: > return 1; > > Custom action cleanup code: > my $ticket = $self->TicketObj; > my $cf_obj = RT::CustomField->new( $RT::SystemUser ); > > my $cf_name = "ValueFrom_tr-cf"; > my $trcf_name = "tr-cf"; > > my $trcf_value = "1"; > > #Read and store the value of the Transaction CF "tr-cf" > > $cf_obj->LoadByName(Name=>$trcf_name); > $trcf_value = $ticket->FirstCustomFieldValue($trcf_name); > > #Add the value to the Ticket CF > $cf_obj->LoadByName(Name=>$cf_name); > $ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$trcf_value, > RecordTransaction=>0); > > return 1; > > --------------------------------------------------- > > Any ideas on what could be going wrong? > > Thank you > > > Thomas Sibley wrote: >> >> On 06/04/2012 09:46 AM, TheHoboKing wrote: >>> After some research and trial and errors I finally realise extracting >>> values >>> from Transaction CFs is no longer possible. >>> >>> The feature has been removed since RT 3.6 and doesn't seem to have been >>> successfully implemented again. Mike seems to be the last reported >>> successful extraction of CFs and such. (If anyone has a patch or >>> successful >>> scrip/solution to extract values from Trans-CFs, please by all means come >>> forward and tell me how wrong I am) >> >> You can absolutely read back out values from Transaction CFs. >> Unfortunately we can't guess what you're doing or why it's not working >> without seeing the code. I suspect in your attempts you didn't follow >> Mike's warning about needing to use the TransactionBatch stage for your >> scrips. >> >> Thomas >> >> > -- > View this message in context: http://old.nabble.com/Append-Data-to-CustomFields-tp33920988p33958371.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > From aaltamirano at uc.cl Mon Jun 4 13:41:14 2012 From: aaltamirano at uc.cl (Andres Altamirano) Date: Mon, 4 Jun 2012 13:41:14 -0400 Subject: [rt-users] RT REST parser on php (json? xml?) In-Reply-To: <4FCCEABF.2030505@bestpractical.com> References: <4FCCCA4D.2060005@uc.cl> <4FCCCDB0.8010703@bestpractical.com> <4FCCE92C.4060009@uc.cl> <4FCCEABF.2030505@bestpractical.com> Message-ID: <4FCCF33A.6030302@uc.cl> On 06/04/2012 01:05 PM, Thomas Sibley wrote: > On 06/04/2012 12:58 PM, Andres Altamirano wrote: >> Older than xml too? > > No... which is why I didn't say that. Thanks for your useful help. -- Atte. Andres Altamirano Subdirecci?n Innovaci?n Tecnol?gica Direcci?n de Inform?tica Pontificia Universidad Cat?lica de Chile Campus San Joaquin. Vicu?a Mackena 4860 Fono: +56 2 3547183 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2327 bytes Desc: S/MIME Cryptographic Signature URL: From vadud3 at gmail.com Mon Jun 4 13:51:39 2012 From: vadud3 at gmail.com (Asif Iqbal) Date: Mon, 4 Jun 2012 13:51:39 -0400 Subject: [rt-users] RT3 (solaris) to RT4(linux) In-Reply-To: References: Message-ID: On Mon, Jun 4, 2012 at 12:39 PM, Asif Iqbal wrote: > Hi > > I am looking for suggestions on upgrading rt3(solaris sparc) to rt4(ubuntu > linux). > > rt3: > > rt3: 3.8.2 OS: solaris 10 sparc on T1000 > Mysql: 5.0.75 > Total number # Transactions: 6 million+ > > > rt4: > OS: ubuntu linux precise > Mysql; 5,5 > > What would be recommended way to break down the upgrade and proceed? > > I am guessing rsync mysql data and /opt/rt3 configs over to > > mysql 5.5 (apt) and /opt/rt4.0.6.x (tarball) > > and then follow the upgrade instruction on /opt/rt4 (tarball). > > 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? > > > -- 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? -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Mon Jun 4 15:01:52 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Mon, 4 Jun 2012 12:01:52 -0700 Subject: [rt-users] Scrip/template "Notify parent ticket owner on resolve"? In-Reply-To: <4FCCEA97.4080004@kickflop.net> References: <4FCCEA97.4080004@kickflop.net> Message-ID: Jeff, Here's some code I developed for a 3.8 installation. It will add "TimeWorked" to each parent of a ticket up the ladder and sideways (if a ticket has more than one parent), regardless of how many. Use it as an example of how to determine if there is a parent and then as a condition to send a notification. Hope this helps. Kenn #---------------------------------------------------------------------------- # Custom condition: #---------------------------------------------------------------------------- # Set initial values my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; # Get out if not for "TimeWorked" return 0 unless ($trans->Type eq 'Set' && $trans->Field eq 'TimeWorked'); return 1; #---------------------------------------------------------------------------- # Custom action preparation code: #---------------------------------------------------------------------------- # Set initial values my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $Time = (($trans->NewValue) - ($trans->OldValue)); my $MemberOf = $ticket->MemberOf; # get out if current ticket is not a "MemeberOf" (child of some parent) return 0 unless $MemberOf; # Loop thru each parent and add the Child's "TimeWorked" to them # You can skip a parent ticket if it is not in active state by uncommenting # the "next" statement while( my $l = $MemberOf->Next ) { # next unless( $l->TargetObj->Status =~ /^(?:new|open|stalled)$/ ); my $ParentTime = $l->TargetObj->TimeWorked; my $NewTime = ($ParentTime + $Time); $l->TargetObj->SetTimeWorked($NewTime); } return 1; #---------------------------------------------------------------------------- # Custom action cleanup code: None #---------------------------------------------------------------------------- return 1; On Mon, Jun 4, 2012 at 10:04 AM, Jeff Blaine wrote: > Does anyone know of a way to notify the parent ticket's owner > on resolve? > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon Jun 4 15:46:04 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 04 Jun 2012 15:46:04 -0400 Subject: [rt-users] emails on ticket updates not being sent in 4.0.6 In-Reply-To: References: Message-ID: <4FCD107C.3010101@bestpractical.com> On 06/01/2012 07:02 PM, Fisher, Michael wrote: > I believe that this affected me too. I performed the upgrade from RT > 4.0.5 to 4.0.6 yesterday and email stopped. > > The workaround I found was overriding the mail command in my > RT_SiteConfig.pm, as mentioned in this thread, but from the default > ('sendmailpipe'): > > Set( $MailCommand, 'sendmail' ); > [snip] > My environment is FreeBSD 9.0-STABLE, stock FreeBSD Sendmail > 8.14.5/8.14.5, Apache 2.2.22, Perl v5.12.4, mod_perl 2-2.0.6. This means you're running RT 4 under mod_perl, but under SetHandler perl-script instead of the recommended SetHandler modperl (see docs/web_deployment.pod). I suggest switching back to sendmailpipe for your $MailCommand and switching to SetHandler modperl, as SetHandler perl-script is unsupported under RT 4. Thomas From gsieb at efashionsolutions.com Mon Jun 4 16:29:01 2012 From: gsieb at efashionsolutions.com (Glenn E. Sieb) Date: Mon, 04 Jun 2012 16:29:01 -0400 Subject: [rt-users] Some questions, a few oddities, and some must-haves... Message-ID: <4FCD1A8D.4010403@efashionsolutions.com> Herro (decided since I'm actually doing this for *work*, I would actually post from *work*'s email, since I have little-to-no time to read my own mail at home lately)! Hey everyone! Running Centos 5.8, RT v4.0.5, Perl 5.8.8, Apache 2.2.3, MySQL 5.5.21. Some questions: 1) Can I get a spellchecker to work in 4.0.5? We're setting this up for some people here who require a spell checker, and Firefox/Chrome's built-in will *not* work with RT's ticket body boxes. :-/ If this is possible, is there a howto? I've read the wiki, but they all seem to be for 3.x.x, not 4. 2) Is there an extension that lets me define a signature for separate queues? (It can be only per queue, it doesn't have to be per-user.) So, a signature that all emails going out from queueA get, queueB has it's own, queueC it's own, etc. Some concerns: 3) I run RT 4.0.5 on my home server, and have since version 2. I set up 4.0.5 here at work, and I noticed some oddities. The submenu disappears on submission of a form. (Screen captures are here: http://www.wingfoot.org/gallery/v/Glenn/ges-misc/RT/, pink is the work site, brown is the home server) Needless to say, my users are not liking this, and really, I'm finding it odd. 4) Possibly related to #3, when I go to Tickets/New Search, I'll fill out the criteria area, and hit "Add these terms and search".. blank results. Every time. And no submenu. (So the menu under the "New Ticket in" button that says "Edit Search" etc.) If I put the criteria in as "Add these terms" then click "Show results" in the submenu, I get results. Occasionally, I get the submenu. Oddness. :-/ As always, Thank you in advance! Best, --Glenn (Aside: Jesse--are there going to be any more RT training sessions in the Northeast US in the near future?) -- Glenn E. Sieb System Administrator +1 201 809-4958 eFashionSolutions 80 Enterprise Avenue South Secaucus, NJ 07094 From al.scotto at reply.it Mon Jun 4 17:04:50 2012 From: al.scotto at reply.it (Scotto Alberto) Date: Mon, 4 Jun 2012 21:04:50 +0000 Subject: [rt-users] R: Built-in field validation (Priority) In-Reply-To: <33959201.post@talk.nabble.com> References: <33959201.post@talk.nabble.com> Message-ID: I think this is exactly what you are looking for http://search.cpan.org/dist/RT-Extension-MandatoryFields/ There are also two more specific extensions: http://search.cpan.org/dist/RT-Extension-MandatoryRequestor/ http://search.cpan.org/dist/RT-Extension-MandatorySubject/ BTW I suggest you to look through all the extensions you can find here: http://requesttracker.wikia.com/wiki/Extensions and here: http://requesttracker.wikia.com/wiki/Extensions And finally here you can find other contributions (scrips/templates/etc.): http://requesttracker.wikia.com/wiki/Contributions Regards Alberto ________________________________________ Inizio: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] per conto di TheHoboKing [demon_eyes_kyoms at hotmail.com] Inviato: luned? 4 giugno 2012 18.57 Fine: rt-users at lists.bestpractical.com Oggetto: [rt-users] Built-in field validation (Priority) Hello all, Is there a way to validate data entered in one of RT's 'built-in' field (i.e: Priority)? I couldn't find any option to select RT's built-in fields and set any sort of mandatory/validation parameter. I can validate the entered data via a scrip but then I don't know how to force the Update or Create form to be reloaded and display a message stating ['Priority' field must match 'XYZ']. (as it behaves for CustomFields). Thank you -- View this message in context: http://old.nabble.com/Built-in-field-validation-%28Priority%29-tp33959201p33959201.html Sent from the Request Tracker - User mailing list archive at Nabble.com. 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 demon_eyes_kyoms at hotmail.com Mon Jun 4 17:36:00 2012 From: demon_eyes_kyoms at hotmail.com (TheHoboKing) Date: Mon, 4 Jun 2012 14:36:00 -0700 (PDT) Subject: [rt-users] R: Built-in field validation (Priority) In-Reply-To: References: <33959201.post@talk.nabble.com> Message-ID: <33960783.post@talk.nabble.com> Hi Alberto, I've previously looked and installed RT-Extension-MandatoryFields but it only seems to enforce the field(s) to be filled, what I'm looking for is a way to validate the date entered, in my case I'd like to limit Priority to an integer between 0 and 100, anything besides number and past 100 should not be a valid input. Hope it makes things more clear. Thanks! Scotto Alberto wrote: > > I think this is exactly what you are looking for > > http://search.cpan.org/dist/RT-Extension-MandatoryFields/ > > There are also two more specific extensions: > http://search.cpan.org/dist/RT-Extension-MandatoryRequestor/ > http://search.cpan.org/dist/RT-Extension-MandatorySubject/ > > BTW I suggest you to look through all the extensions you can find here: > http://requesttracker.wikia.com/wiki/Extensions > and here: > http://requesttracker.wikia.com/wiki/Extensions > And finally here you can find other contributions (scrips/templates/etc.): > http://requesttracker.wikia.com/wiki/Contributions > > Regards > > Alberto > > ________________________________________ > Inizio: rt-users-bounces at lists.bestpractical.com > [rt-users-bounces at lists.bestpractical.com] per conto di TheHoboKing > [demon_eyes_kyoms at hotmail.com] > Inviato: luned? 4 giugno 2012 18.57 > Fine: rt-users at lists.bestpractical.com > Oggetto: [rt-users] Built-in field validation (Priority) > > Hello all, > > Is there a way to validate data entered in one of RT's 'built-in' field > (i.e: Priority)? I couldn't find any option to select RT's built-in fields > and set any sort of mandatory/validation parameter. > > I can validate the entered data via a scrip but then I don't know how to > force the Update or Create form to be reloaded and display a message > stating > ['Priority' field must match 'XYZ']. (as it behaves for CustomFields). > > Thank you > -- > View this message in context: > http://old.nabble.com/Built-in-field-validation-%28Priority%29-tp33959201p33959201.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > > 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. > > -- View this message in context: http://old.nabble.com/Built-in-field-validation-%28Priority%29-tp33959201p33960783.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From al.scotto at reply.it Mon Jun 4 18:33:06 2012 From: al.scotto at reply.it (Scotto Alberto) Date: Mon, 4 Jun 2012 22:33:06 +0000 Subject: [rt-users] R: R: Built-in field validation (Priority) In-Reply-To: <33960783.post@talk.nabble.com> References: <33959201.post@talk.nabble.com> , <33960783.post@talk.nabble.com> Message-ID: Got it! That "mandatory" misleaded me .. :) Maybe this could be of some help/inspiration to you: http://requesttracker.wikia.com/wiki/ValidateEmail Besides, there may be some callbacks you may find useful (just supposing): cd /opt/rt4/ find share/html | xargs grep '\->callback' http://requesttracker.wikia.com/wiki/CustomizingWithCallbacks AS ________________________________________ Inizio: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] per conto di TheHoboKing [demon_eyes_kyoms at hotmail.com] Inviato: luned? 4 giugno 2012 23.36 Fine: rt-users at lists.bestpractical.com Oggetto: Re: [rt-users] R: Built-in field validation (Priority) Hi Alberto, I've previously looked and installed RT-Extension-MandatoryFields but it only seems to enforce the field(s) to be filled, what I'm looking for is a way to validate the date entered, in my case I'd like to limit Priority to an integer between 0 and 100, anything besides number and past 100 should not be a valid input. Hope it makes things more clear. Thanks! Scotto Alberto wrote: > > I think this is exactly what you are looking for > > http://search.cpan.org/dist/RT-Extension-MandatoryFields/ > > There are also two more specific extensions: > http://search.cpan.org/dist/RT-Extension-MandatoryRequestor/ > http://search.cpan.org/dist/RT-Extension-MandatorySubject/ > > BTW I suggest you to look through all the extensions you can find here: > http://requesttracker.wikia.com/wiki/Extensions > and here: > http://requesttracker.wikia.com/wiki/Extensions > And finally here you can find other contributions (scrips/templates/etc.): > http://requesttracker.wikia.com/wiki/Contributions > > Regards > > Alberto > > ________________________________________ > Inizio: rt-users-bounces at lists.bestpractical.com > [rt-users-bounces at lists.bestpractical.com] per conto di TheHoboKing > [demon_eyes_kyoms at hotmail.com] > Inviato: luned? 4 giugno 2012 18.57 > Fine: rt-users at lists.bestpractical.com > Oggetto: [rt-users] Built-in field validation (Priority) > > Hello all, > > Is there a way to validate data entered in one of RT's 'built-in' field > (i.e: Priority)? I couldn't find any option to select RT's built-in fields > and set any sort of mandatory/validation parameter. > > I can validate the entered data via a scrip but then I don't know how to > force the Update or Create form to be reloaded and display a message > stating > ['Priority' field must match 'XYZ']. (as it behaves for CustomFields). > > Thank you > -- > View this message in context: > http://old.nabble.com/Built-in-field-validation-%28Priority%29-tp33959201p33959201.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > > 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. > > -- View this message in context: http://old.nabble.com/Built-in-field-validation-%28Priority%29-tp33959201p33960783.html Sent from the Request Tracker - User mailing list archive at Nabble.com. 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 ptomblin at xcski.com Mon Jun 4 19:58:04 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Mon, 4 Jun 2012 19:58:04 -0400 Subject: [rt-users] Can't get images to load Message-ID: I'm writing my code as an extension to make it easier to load on my customer's development, test and production servers. I'm trying to add an ajax spinner, so I added it in my source directory html/NoAuth/images/foo/ajax-spinner.gif, and it gets installed in /opt/rt4/local/plugins/foo/html/NoAuth/images/foo/ajax-spinner.gif, however when I try to load that file, I get the problem where Mason is trying to interpret the file as source. Now I just read something about that yesterday or today, either here on the list or on IRC, but I can't find the actual message. But based on what I remembered, I copied the autohandler from /opt/rt4/share/html/NoAuth/images/ into my image directory, hoping that would make the gif load as a gif instead of as a Mason file. But it doesn't seem to be happening. I even put a $RT::Logger->debug line in the autohandler and it doesn't seem to be executed. I'm running the server in stand-alone mode, built using ./configure --enable-devel-mode --with-my-user-group --with-db-type=Pg --with-web-handler=standalone,fastcgi and started up with /opt/rt4/sbin/rt-server --server Standalone --port 8080 -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From mike.coakley at gmail.com Mon Jun 4 20:54:28 2012 From: mike.coakley at gmail.com (Michael Coakley) Date: Mon, 4 Jun 2012 20:54:28 -0400 Subject: [rt-users] Append Data to CustomFields In-Reply-To: <33958371.post@talk.nabble.com> References: <33920988.post@talk.nabble.com> <33933640.post@talk.nabble.com> <5407DC58-0901-4310-A3A1-9130BD2D363D@gmail.com> <33941340.post@talk.nabble.com> <33958003.post@talk.nabble.com> <4FCCBCF5.7060907@bestpractical.com> <33958371.post@talk.nabble.com> Message-ID: <06B75DB1-7FF5-47D1-B10D-B12DB671485D@gmail.com> I didn't see anyone else reply so here is some template code (very wordy to be clear) that should get you going... Custom Condition # Get the transaction object my $TransObj = $self->TransactionObj; # Make sure the transaction is a Comment before we check anything else unless ($TransObj->Type eq "Comment") { return 0; } # Now get the custom field value for our transaction my $TransCustomFieldName = "TransCustomFieldName"; my $TransCustomFieldValue = $transObj->FirstCustomFieldValue($TransCustomFieldName); # Log it for debugging # NOTE: I always log with the queue name because I may use the same type of routine in multiple queues $RT::Logger->debug("$self->TicketObj->QueueObj->Name: $TransCustomFieldName = $TransCustomFieldValue"); # return 0 unless our value changed return 0 unless ($TransCustomFieldValue != 0); 1; Preparation Code 1; Clean-up Code my $TicketObj = $self->TicketObj; my $TransObj = $self->TransactionObj; my $QueueObj = $TicketObj->QueueObj; # First get the current value of our Ticket Custom field we want to update my $TransCustomFieldName = "TransCustomFIeldName"; my $TransCustomFIeldValue = $TransObj->FirstCustomFieldValue($TransCustomFieldName); # Make sure to normalize your Transaction Custom Field Value if needed (in this case it isn't but if you are processing multiple Transaction Custom Fields it may be) # if (!$TransCustomFieldValue) { $TransCustomFieldValue = 0; } # This code looks different because it is pulled right from the Wiki with some simple modifications. Best to keep the same structure for maintainability. my $CFName = "TicketCustomFIeldName"; my $CFValue = $TicketObj->FirstCustomFieldValue($CFName); # Make sure you normalize your Ticket Custom Field Value too if (!$CFValue) { $CFValue = 0; } # Or whatever you want to do with it... $CFValue += $TransCustomFieldValue; my $DefaultValue = '0'; my $RecTransaction = 1; $RT::Logger->debug("$QueueObj->Name: $CFName -> $CFValue"); my $CFObj = RT::CustomField->new($QueueObj->CurrentUser); $CFObj->LoadByNameAndQueue(Name => $CFName, Queue => $QueueObj->id); unless ($CFObj->id) { $CFObj->LoadByNameAndQueue(Name => $CFName, Queue => 0); unless ($CFObj->id) { $RT::Logger->debug("$QueueObj->Name: $CFName doesn't exist, Queue - " . $QueueObj->Name); return undef; } } my($result, $msg) = $TicketObj->AddCustomFieldValue( Field => $CFObj->id, Value => $CFValue, RecordTransaction => $RecTransaction ); unless ($result) { $RT::Logger->debug("$QueueObj->Name: Couldn't set $CFValue as value for CF $CFName : $msg"); return undef; } 1; NOTES: 1. Make sure you change the TransCustomFieldName variable to your actual field name 2. You may have to change the check to see if your field value changed. For my type of field in this scrip it was simple enough to do the test I'm doing. (Also, I'm a Perl newb so don't think this is pretty Perl.) 3. Make sure you change the CFName variable to your actual field name 4. Make sure you normalize your TicketCustomFieldValue variable just in case it hasn't been set yet. Additive values are never fun when you start with an unknown 5. MUST BE TransactionBatch 6. Use at your own peril, I haven't tested this code and it is freely given to the public domain as-is, enjoy! I hoe that helps. Thanks, Mike On Jun 4, 2012, at 10:42 AM, TheHoboKing wrote: > > Hi Thomas, > > Yes, I did attempt with TransactionBatch (and Create), the value obtained > from the Transaction CF is always ' ' as if it's unable to capture the > actual value. > > Here's the code I was using, I've tried with different variation but was > never able to get the value that was being added in the Trans-CFs. > > As a test, I was simply trying to get the value from the Trans-CFs and right > it back in a Ticket CF. > > -------------- > Custom Condition: > return 1; > > Custom action preparation code: > return 1; > > Custom action cleanup code: > my $ticket = $self->TicketObj; > my $cf_obj = RT::CustomField->new( $RT::SystemUser ); > > my $cf_name = "ValueFrom_tr-cf"; > my $trcf_name = "tr-cf"; > > my $trcf_value = "1"; > > #Read and store the value of the Transaction CF "tr-cf" > > $cf_obj->LoadByName(Name=>$trcf_name); > $trcf_value = $ticket->FirstCustomFieldValue($trcf_name); > > #Add the value to the Ticket CF > $cf_obj->LoadByName(Name=>$cf_name); > $ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$trcf_value, > RecordTransaction=>0); > > return 1; > > --------------------------------------------------- > > Any ideas on what could be going wrong? > > Thank you > > > Thomas Sibley wrote: >> >> On 06/04/2012 09:46 AM, TheHoboKing wrote: >>> After some research and trial and errors I finally realise extracting >>> values >>> from Transaction CFs is no longer possible. >>> >>> The feature has been removed since RT 3.6 and doesn't seem to have been >>> successfully implemented again. Mike seems to be the last reported >>> successful extraction of CFs and such. (If anyone has a patch or >>> successful >>> scrip/solution to extract values from Trans-CFs, please by all means come >>> forward and tell me how wrong I am) >> >> You can absolutely read back out values from Transaction CFs. >> Unfortunately we can't guess what you're doing or why it's not working >> without seeing the code. I suspect in your attempts you didn't follow >> Mike's warning about needing to use the TransactionBatch stage for your >> scrips. >> >> Thomas >> >> > -- > View this message in context: http://old.nabble.com/Append-Data-to-CustomFields-tp33920988p33958371.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ptomblin at xcski.com Mon Jun 4 21:30:01 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Mon, 4 Jun 2012 21:30:01 -0400 Subject: [rt-users] Can't get images to load In-Reply-To: References: Message-ID: The mystery deepens. I put some debugging into the autohandler in /opt/rt4/share/html/NoAuth/images/autohandler: <%INIT> # This autohandler will spit out RT's images if the user hasn't # properly configured their webserver to stop RT from passing # images through the mason handler. my $file = $m->base_comp->source_file; my $relfile = $m->base_comp->path; $RT::Logger->debug("autohandler file = $file, relfile = $relfile"); RT::Interface::Web->SendStaticFile( File => $file, RelativeFile => $relfile ); And when I try to load http://localhost:8080/NoAuth/images/favicon.png, I see the following come out in my log: [Tue Jun 5 01:24:59 2012] [debug]: autohandler file = /opt/rt4/share/html/NoAuth/images/favicon.png, relfile = /NoAuth/images/favicon.png (/opt/rt4/share/html/NoAuth/images/autohandler:7) and the image shows up correctly. But if I put my own image into that directory and try to access it using the similar url http://localhost:8080/NoAuth/images/foo.gif I don't get any debug to indicate that the autohandler has been called, and I get the following error error: Error during compilation of /opt/rt4/share/html/NoAuth/images/foo.gif: Unrecognized character \x80; marked by <-- HERE after foo.gif" 6<-- HERE near column 1425 at /opt/rt4/share/html/NoAuth/images/foo.gif line 18. Stack: [/opt/rt4/share/html/NoAuth/images/foo.gif:18] [/usr/share/perl5/HTML/Mason/Interp.pm:817] [/usr/share/perl5/HTML/Mason/Interp.pm:458] [/usr/share/perl5/HTML/Mason/Request.pm:249] [/usr/share/perl5/HTML/Mason/Request.pm:212] [/opt/rt4/sbin/../lib/RT/Interface/Web/Request.pm:62] [/usr/share/perl5/Class/Container.pm:275] [/usr/share/perl5/Class/Container.pm:353] [/usr/share/perl5/HTML/Mason/Interp.pm:348] [/usr/share/perl5/HTML/Mason/Interp.pm:342] [/usr/share/perl5/HTML/Mason/PSGIHandler.pm:48] [/usr/share/perl5/HTML/Mason/PSGIHandler/Streamy.pm:52] [/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:263] [/usr/share/perl5/Plack/Util.pm:315] [/usr/share/perl5/Plack/Util.pm:315] [/usr/share/perl5/HTTP/Server/PSGI.pm:185] [/usr/share/perl5/HTTP/Server/PSGI.pm:134] [/usr/share/perl5/HTTP/Server/PSGI.pm:62] [/usr/share/perl5/Plack/Handler/HTTP/Server/PSGI.pm:14] [/usr/share/perl5/Plack/Loader.pm:87] [/usr/share/perl5/Plack/Runner.pm:263] [/opt/rt4/sbin/rt-server:232] It's a very great mystery to me. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From robert.wysocki at contium.pl Tue Jun 5 02:31:47 2012 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Tue, 5 Jun 2012 08:31:47 +0200 Subject: [rt-users] SLA and ticket parking In-Reply-To: <1337663377.32669.14.camel@rmwysocki> References: <1337663377.32669.14.camel@rmwysocki> Message-ID: <1338877907.2886.13.camel@rmwysocki> Dnia 2012-05-22, wto o godzinie 07:09 +0200, Robert Wysocki pisze: > Hi, > > I'm working on a solution for "parking" tickets with SLA. > Right now I have a custom status AwaitingClientResponse, which is > (I hope) self-explanatory. > > The idea is that Owner sets this status and when Requestors answers, > Scrip sets the status back to previous one (or to open, that really > doesn't matter) and sets the Due date like that: > Due date = Due date + (date now - last status change date) > > It all works well, status is being changed, due date is being calculated > and set correctly, and right after that the original SLA Scrip - Set due > date if needed - kicks in and changes due date back to its original > value. > > Of course the first thing I tried was to move my Scrip to the end of > Scrip list (both by # number and by name), but still SLA Scrip has the > last word about the due date. > > Should I hack the original Scrip? I've made some development about it, and I would like to know, if my approach could be better in some way? First I've added two CF's: SLA-originalDueDate and SLA-dueExtraTime. The first one is used to store original DueDate calculated by SLA extension, the second one - to store extra time that the customer takes to respond after status has been changed to AwaitingClientResponse. Those two are set by Scrip whenever there's a correspondence from one of the requestors and ticket status is 'AwaitingClientResponse'. Next I've hacked Action/SLA_SetDue.pm like this: --- SLA_SetDue.pm-original 2012-06-05 08:20:15.000000000 +0200 +++ SLA_SetDue.pm 2012-06-05 08:20:36.000000000 +0200 @@ -49,10 +49,14 @@ Time => $last_reply->CreatedObj->Unix, ); + my $time = $ticket->CreatedObj->Unix; + my $dueExtraTime = $ticket->FirstCustomFieldValue('SLA-DueExtraTime'); + $time+=$dueExtraTime; + my $resolve_due = $self->Due( Level => $level, Type => 'Resolve', - Time => $ticket->CreatedObj->Unix, + Time => $time, ); my $due; and Condition/SLA_RequireDueSet.pm like this: --- SLA_RequireDueSet.pm-original 2012-06-05 08:29:22.000000000 +0200 +++ SLA_RequireDueSet.pm 2012-05-29 08:36:28.000000000 +0200 @@ -21,7 +21,8 @@ return 0 unless $self->SLAIsApplied; my $type = $self->TransactionObj->Type; - if ( $type eq 'Create' || $type eq 'Correspond' ) { + if (($type eq 'Create' || $type eq 'Correspond') and + ($self->TicketObj->Status ne 'AwaitingClientResponse')) { return 1 if $self->TicketObj->FirstCustomFieldValue('SLA'); return 0; } Can I do anything better? Would it be possible to achieve the same result without those two extra CF's? Best regards, -- Robert Wysocki administrator system?w linuksowych Contium S.A., http://www.contium.pl From stuart.browne at ausregistry.com.au Tue Jun 5 04:06:09 2012 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Tue, 5 Jun 2012 18:06:09 +1000 Subject: [rt-users] TicketSQL Date parse weird.. Message-ID: <8CEF048B9EC83748B1517DC64EA130FB729C7E8097@off-win2003-01.ausregistrygroup.local> Hi, Using RHEL5, RT 3.8.8, Time::DateParse 2006.0814. When doing a TicketSQL search similar to the following: Status = 'open' AND Due <= '10am tomorrow' The time portion of the string isn't taken into account. On the command line, a quick test of Time::DateParse shows it works: ]# perl -e 'use Time::ParseDate; print parsedate("2012-06-06 10:00") . "\n"; print parsedate("10am tomorrow") . "\n";' 1338940800 1338940800 So it appears as if RT is parsing the date string of 'Due' and messing with it. Using the time portion before or after, using 10am vs 10:00, none appear to work. Using any time component has the same result (thinking it may be a timezone issue. It wasn't). I can't see in the RT code where this might be happening (been looking in SQL.pm). Can someone point me in the right direction? Thanks Stuart J. Browne Senior Unix Administrator, Network Administrator, Database Administrator AusRegistry Pty Ltd Level 8, 10 Queens Road Melbourne. Victoria. Australia. 3004. Ph:? +61 3 9866 3710 Fax: +61 3 9866 1970 Email: stuart.browne at ausregistry.com.au Web: www.ausregistry.com.au The information contained in this communication is intended for the named recipients only. It is subject to copyright and may contain privileged and/or confidential information. If you are not an intended recipient you must not use, copy, distribute or take any action in reliance on it. If you have received this communication in error, please delete all copies from your system and notify us immediately. From joel at vnode.se Tue Jun 5 04:22:06 2012 From: joel at vnode.se (Joel Dahl) Date: Tue, 5 Jun 2012 10:22:06 +0200 Subject: [rt-users] Resetting due date when moving tickets between queues Message-ID: <20120605082206.GE99963@goofy01.vnodelab.local> Hi, I have setup 3 queues in RT 4.0.6, each queue with different default values for automatically setting a due date when a new ticket is created: Queue "High" - requests should be due in 1 day Queue "Normal" - requests should be due in 7 days Queue "Low" - requests should be due in 14 days So for example, when I create a ticket in the normal queue, RT automatically sets the due date to 7 days from now. The problem is of course moving tickets between queues, because the due date won't automactially update depending on the queue so I'm forced to manually change the due date each time I move a ticket between queues. I found a small scrip on the wiki that almost does what I want. I have slightly modified it for my purpose and it almost works. I want the scrip to adjust the due date based on the created date. When moving a ticket between queues, the due date should be set to 7 days from the creation date if placed in the normal queue, for example. With the scrip below, X days are added based on today date, instead of X days based on the creation date. I'd appreciate some help with this. :-) ---- Description: On Queue Change Set Priority and DueDate Condition: On Queue Change Action: User Defined Template: Global template: Blank Stage: TransactionBatch Custom condition: #blank Custom action preparation code: return 1; Custom action cleanup code: my $queue_id = $self->TransactionObj->NewValue; my $queue = RT::Queue->new( $RT::SystemUser ); $queue->Load( $queue_id ); my $due_date = RT::Date->new( $RT::SystemUser ); $due_date->Set( Format => 'ISO', Value => $self->TicketObj->Due ); if ( $queue->DefaultDueIn == 0 ) { $due_date->Set( Format => 'ISO', Value => 0 ); } else { $due_date->SetToNow; $due_date->AddDays( $queue->DefaultDueIn ); } $RT::Logger->info("On Queue Change set ticket #". $self->TicketObj->id ." due date to ". $due_date->ISO ); my ( $status, $msg ) = $self->TicketObj->SetDue( $due_date->ISO ); unless ( $status ) { $RT::Logger->error( "Unable to assign due date to ". $due_date->ISO ); } return 1; ---- -- Joel From mgiammarco at gmail.com Tue Jun 5 05:28:15 2012 From: mgiammarco at gmail.com (mgiammarco) Date: Tue, 5 Jun 2012 02:28:15 -0700 (PDT) Subject: [rt-users] Populate custom fields. Message-ID: <33962650.post@talk.nabble.com> Hello, I do not understand howto populate custom fields with "enter multiple value" type. Infact I need to populate them with the result of a web service call if it is possible. Can you help me? Thanks in advance for any reply, Mario -- View this message in context: http://old.nabble.com/Populate-custom-fields.-tp33962650p33962650.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Michael_Fisher at URMC.Rochester.edu Tue Jun 5 09:17:37 2012 From: Michael_Fisher at URMC.Rochester.edu (Fisher, Michael) Date: Tue, 5 Jun 2012 09:17:37 -0400 Subject: [rt-users] emails on ticket updates not being sent in 4.0.6 In-Reply-To: <4FCD107C.3010101@bestpractical.com> References: <4FCD107C.3010101@bestpractical.com> Message-ID: <6E4948B7-8C65-4B44-A88F-CA43D498F85D@URMC.Rochester.edu> On Jun 4, 2012, at 15:46 , Thomas Sibley wrote: On 06/01/2012 07:02 PM, Fisher, Michael wrote: I believe that this affected me too. I performed the upgrade from RT 4.0.5 to 4.0.6 yesterday and email stopped. The workaround I found was overriding the mail command in my RT_SiteConfig.pm, as mentioned in this thread, but from the default ('sendmailpipe'): Set( $MailCommand, 'sendmail' ); [snip] My environment is FreeBSD 9.0-STABLE, stock FreeBSD Sendmail 8.14.5/8.14.5, Apache 2.2.22, Perl v5.12.4, mod_perl 2-2.0.6. This means you're running RT 4 under mod_perl, but under SetHandler perl-script instead of the recommended SetHandler modperl (see docs/web_deployment.pod). I suggest switching back to sendmailpipe for your $MailCommand and switching to SetHandler modperl, as SetHandler perl-script is unsupported under RT 4. Thomas, Thank you very much -- this configuration change (and reversion of MailCommand) solved the problem. Great catch! -- Mike Fisher Michael_Fisher at urmc.rochester.edu 585-275-6884 University of Rochester School of Nursing -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Tue Jun 5 17:20:49 2012 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 05 Jun 2012 17:20:49 -0400 Subject: [rt-users] Scrip/template "Notify parent ticket owner on resolve"? In-Reply-To: References: <4FCCEA97.4080004@kickflop.net> Message-ID: <4FCE7831.90802@kickflop.net> That's a good start to work with. Any leads on the proper way to go about sending mail via a template from inside a scrip would be welcome. Do I just subclass Action::SendEmail, build my message, and commit() it? I don't see a way to reference/use a template for that. Condition: On Resolve Action: User-defined Template: ?????? Custom condition code: N/A Custom action preparation code: if ticket has no parents return 1 # otherwise... do stuff, send email Custom action cleanup code: return 1; From trs at bestpractical.com Tue Jun 5 17:29:42 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 05 Jun 2012 17:29:42 -0400 Subject: [rt-users] Scrip/template "Notify parent ticket owner on resolve"? In-Reply-To: <4FCE7831.90802@kickflop.net> References: <4FCCEA97.4080004@kickflop.net> <4FCE7831.90802@kickflop.net> Message-ID: <4FCE7A46.3020503@bestpractical.com> On 06/05/2012 05:20 PM, Jeff Blaine wrote: > That's a good start to work with. > > Any leads on the proper way to go about sending mail via a template > from inside a scrip would be welcome. This is what scrips are meant to do at their core. ;) > Do I just subclass Action::SendEmail, build my message, and commit() > it? I don't see a way to reference/use a template for that. > > Condition: On Resolve > > Action: User-defined > > Template: ?????? Think about it this way. Make your Condition custom "On Resolve + Has Parents" Then use a standard Notify* action and set the Template on the scrip. > Custom condition code: > > N/A > > Custom action preparation code: > > if ticket has no parents > return 1 > # otherwise... do stuff, send email > > Custom action cleanup code: > > return 1; From jblaine at kickflop.net Tue Jun 5 17:48:15 2012 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 05 Jun 2012 17:48:15 -0400 Subject: [rt-users] Scrip/template "Notify parent ticket owner on resolve"? In-Reply-To: <4FCE7A46.3020503@bestpractical.com> References: <4FCCEA97.4080004@kickflop.net> <4FCE7831.90802@kickflop.net> <4FCE7A46.3020503@bestpractical.com> Message-ID: <4FCE7E9F.8080708@kickflop.net> On 6/5/2012 5:29 PM, Thomas Sibley wrote: Thanks Thomas > Think about it this way. Make your Condition custom "On Resolve + Has > Parents" Right. > Then use a standard Notify* action and set the Template on the scrip. The goal is: On resolve of a child ticket, notify *each parent tickets' owner* that the child was resolved. There is no "standard Notify* action" for "Owners of parent tickets", so I'm confused by what you mean there. You also said "the Template". Are you suggesting that I write the logic into a new custom template and force the "To:" field there? Or did you intend "the Template" to mean any existing template of my choice. I really don't follow you due to terseness, though I am certainly not looking for anyone to provide the code either. From kenn.crocker at gmail.com Tue Jun 5 18:40:24 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Tue, 5 Jun 2012 15:40:24 -0700 Subject: [rt-users] Scrip/template "Notify parent ticket owner on resolve"? In-Reply-To: <4FCE7E9F.8080708@kickflop.net> References: <4FCCEA97.4080004@kickflop.net> <4FCE7831.90802@kickflop.net> <4FCE7A46.3020503@bestpractical.com> <4FCE7E9F.8080708@kickflop.net> Message-ID: Jeff, OK. Here's what you do: Create a Template called "Notify Parents on Resolve". The Template should have code similar to this (loop thru all parents and add the Emailaddress of the ticket owner to the "To:" line in the Template) at the top (test the code to correct my mistakes): To: {my $parent = $Ticket->MemberOf;); my $OUTPUT; while ( my $value = $parent->Next ) { $OUTPUT .= $value->OwnerObj->EmailAddress; $OUTPUT .= "<---\n"; } $OUTPUT; } Subject: This Child Ticket has been Resolved Then create a scrip titled "Notify Parents of Resolved Child". The code should be like this: # Condition: User Defined # Action: Notify Others ("To:" address built by template code in template below) # Template: Global template: Notify Parents of Resolved Child # Stage: TransactionBatch #---------------------------------------------------------------------------- # Custom condition: #---------------------------------------------------------------------------- # Set initial values my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $MemberOf = $ticket->MemberOf; # # Check for value change on Ticket Status # return ($self->TransactionObj->Type eq "Status" && $self->TransactionObj->NewValue eq "resolved" && $MemberOf); #---------------------------------------------------------------------------- # Custom action preparation code: None #---------------------------------------------------------------------------- #---------------------------------------------------------------------------- # Custom action clean-up code: None #---------------------------------------------------------------------------- Anyway, I just whipped this up and you should verify all the code. The thing is you want to set a condition that tests that the ticket is being resolved and it is a child. The template should have code that replaces the "To:" address with the email address of the owner for any parent above and that way all parents, grandparents, etc get an email saying that a child ticket has been resolved. My code may be off but the mechanics should be correct. Hope this helps. Kenn On Tue, Jun 5, 2012 at 2:48 PM, Jeff Blaine wrote: > On 6/5/2012 5:29 PM, Thomas Sibley wrote: > > Thanks Thomas > > > Think about it this way. Make your Condition custom "On Resolve + Has >> Parents" >> > > Right. > > > Then use a standard Notify* action and set the Template on the scrip. >> > > The goal is: On resolve of a child ticket, notify *each parent > tickets' owner* that the child was resolved. > > There is no "standard Notify* action" for "Owners of parent > tickets", so I'm confused by what you mean there. > > You also said "the Template". Are you suggesting that I write > the logic into a new custom template and force the "To:" > field there? Or did you intend "the Template" to mean any > existing template of my choice. > > I really don't follow you due to terseness, though I am certainly > not looking for anyone to provide the code either. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexander.reintzsch at netsystem.de Mon Jun 4 12:58:37 2012 From: alexander.reintzsch at netsystem.de (Alexander Reintzsch) Date: Mon, 4 Jun 2012 18:58:37 +0200 Subject: [rt-users] Problem with interpretation of images In-Reply-To: <4FCCBDF7.9040003@bestpractical.com> References: <1338814672.2410.8.camel@alexrz-laptop> <4FCCBDF7.9040003@bestpractical.com> Message-ID: <1338829117.11069.10.camel@alexrz-laptop> Am Montag, den 04.06.2012, 09:53 -0400 schrieb Thomas Sibley: > On 06/04/2012 08:57 AM, Alexander Reintzsch wrote: > > I face a problem with images I put in > > /opt/rt4/local/plugins/RTx-MyPlugin/html/NoAuth/img > > > > Some pictures are loaded correctly and some cause errors. > > > > The reason for this is, that the picture-files are interpreted by the > > perl-interpreter and if the file contains a <% or <$ or simular things, > > that the interpreter is looking for, it throws an error. > > > > What can I do to fix this? > > Use an autohandler to serve the images statically instead of through > Mason automatically. See how core RT does this in > share/html/NoAuth/images/autohandler Well, thanks for the idea. But autohandler doesn't work at all. Neither in share/html/NoAuth/images nor anywhere else. It's beeing ignored. I copied the picture, see attachment, into share/html/NoAuth/images and got the Mason-compiling error error: '<&' without matching '&>' at /opt/rt4/share/html/NoAuth/images/brushed-steel.jpg line 71. How can I make it work? -------------- next part -------------- A non-text attachment was scrubbed... Name: brushed-steel.jpg Type: image/jpeg Size: 17096 bytes Desc: not available URL: From ptomblin at xcski.com Wed Jun 6 06:56:14 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Wed, 6 Jun 2012 06:56:14 -0400 Subject: [rt-users] Problem with interpretation of images In-Reply-To: <1338829117.11069.10.camel@alexrz-laptop> References: <1338814672.2410.8.camel@alexrz-laptop> <4FCCBDF7.9040003@bestpractical.com> <1338829117.11069.10.camel@alexrz-laptop> Message-ID: On Mon, Jun 4, 2012 at 12:58 PM, Alexander Reintzsch wrote: > Well, thanks for the idea. But autohandler doesn't work at all. Neither > in share/html/NoAuth/images nor anywhere else. It's beeing ignored. > I copied the picture, see attachment, into share/html/NoAuth/images and > got the Mason-compiling error It doesn't work because Mason attempts to compile the image as a Mason file *before* it sees the autohandler. I think the only solution is to take all the images outside the Mason environment. Would adding a `Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/` before the DocumentRoot line do that? I'm not really good with Apache configuration. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From alexander.reintzsch at netsystem.de Wed Jun 6 07:54:18 2012 From: alexander.reintzsch at netsystem.de (Alexander Reintzsch) Date: Wed, 6 Jun 2012 13:54:18 +0200 Subject: [rt-users] Problem with interpretation of images In-Reply-To: References: <1338814672.2410.8.camel@alexrz-laptop> Message-ID: <1338983658.6964.12.camel@alexrz-laptop> Am Mittwoch, den 06.06.2012, 06:56 -0400 schrieb Paul Tomblin: > On Mon, Jun 4, 2012 at 12:58 PM, Alexander Reintzsch > wrote: > > Well, thanks for the idea. But autohandler doesn't work at all. Neither > > in share/html/NoAuth/images nor anywhere else. It's beeing ignored. > > I copied the picture, see attachment, into share/html/NoAuth/images and > > got the Mason-compiling error > > It doesn't work because Mason attempts to compile the image as a Mason > file *before* it sees the autohandler. I think the only solution is to > take all the images outside the Mason environment. Would adding a > `Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/` before the > DocumentRoot line do that? I'm not really good with Apache > configuration. > Well, sure this will work, but on the other hand you lose the ability to use an image within a plugin. For example I have the plugin MyPlugin and want to use an image for the plugin. So I will not put it in the general share/html/NoAuth/images because this makes a mess when exporting this plugin or updating RT since the plugin is not a encapsulated anymore and the image would be outside of the "protected" area of the plugin. What is needed is a smart way to determine whether a requested file is an image and so let it pass without processing or whether it's another type of file - so process it. Is there such a way? Or is there a way to do this with apache? Maybe with the rewrite mod? Or how can I configure Mason so that the autohandler will be touched first, and any other file second? I don't have any experience with Mason. :( Thanks for your thoughts and help. Alex From rabin at isoc.org.il Wed Jun 6 08:39:43 2012 From: rabin at isoc.org.il (Rabin Yasharzadehe) Date: Wed, 6 Jun 2012 15:39:43 +0300 Subject: [rt-users] Exclude mails and domain from Autoreply Message-ID: I looked in the wiki and found this page: http://requesttracker.wikia.com/wiki/OnCreateAutoReplyException Just like in the article, we have some automated systems that send mails to RT, and we don't need to auto-reply to them. I put code in the "*Custom condition"* of the auto-reply scrip for a specific queue, but it didn't work My RT setup is: RT v4.0.5 , Running on Debian 6 and Apache with fcgid *--- Rabin Yasharzadehe* -------------- next part -------------- An HTML attachment was scrubbed... URL: From al.scotto at reply.it Wed Jun 6 10:03:04 2012 From: al.scotto at reply.it (Scotto Alberto) Date: Wed, 6 Jun 2012 14:03:04 +0000 Subject: [rt-users] Priority greater than 99 Message-ID: Hi all, I was wondering if setting Priority to a value greater than 99 (max allowed as documented) could bring to some problems. I think it would be useful to escalate overdue tickets incrementing the Priority by 1 every hour. Otherwise a ticket overdue since 10 minutes would have the same priority as one overdue since 10 days. Thanks for any help AS 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. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: blue.png Type: image/png Size: 2834 bytes Desc: blue.png URL: From robert.wysocki at contium.pl Wed Jun 6 10:08:59 2012 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Wed, 6 Jun 2012 16:08:59 +0200 Subject: [rt-users] Priority greater than 99 In-Reply-To: References: Message-ID: <1338991739.14578.0.camel@rmwysocki> Dnia 2012-06-06, ?ro o godzinie 14:03 +0000, Scotto Alberto pisze: > Hi all, > I was wondering if setting Priority to a value greater than 99 (max > allowed as documented) could bring to some problems. > I think it would be useful to escalate overdue tickets incrementing > the Priority by 1 every hour. Otherwise a ticket overdue since 10 > minutes would have the same priority as one overdue since 10 days. Didn't cause any trouble for us. Regards, -- Robert Wysocki administrator system?w linuksowych Contium S.A., http://www.contium.pl From ktm at rice.edu Wed Jun 6 10:22:01 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Wed, 6 Jun 2012 09:22:01 -0500 Subject: [rt-users] Priority greater than 99 In-Reply-To: References: Message-ID: <20120606142201.GE20527@aart.rice.edu> On Wed, Jun 06, 2012 at 02:03:04PM +0000, Scotto Alberto wrote: > Hi all, > I was wondering if setting Priority to a value greater than 99 (max allowed as documented) could bring to some problems. > I think it would be useful to escalate overdue tickets incrementing the Priority by 1 every hour. Otherwise a ticket overdue since 10 minutes would have the same priority as one overdue since 10 days. > > Thanks for any help > > AS > > > > Alberto Scotto > > [Blue] > Via Cardinal Massaia, 83 > 10147 - Torino - ITALY > phone: +39 011 29100 > al.scotto at reply.it > www.reply.it > Hi Alberto, Unless additional resources are made available to handle overdue tickets whose priority has escalated, you will end up with many high priority tickets. If they are all high priority, then no one is high priority. One idea to use for working within the 0-99 range would be to use an sliding scale to escalate priorities for overdue tickets. For example, +1 for 1 day overdue, +2 for 2 days, +3 for 4 days, +4 for 8 days, +5 for 16 days. Using such a scale would give you what you want and give you bigger buckets as tickets languish in the overdue state. Just an idea. Regards, Ken From demon_eyes_kyoms at hotmail.com Wed Jun 6 10:37:03 2012 From: demon_eyes_kyoms at hotmail.com (TheHoboKing) Date: Wed, 6 Jun 2012 07:37:03 -0700 (PDT) Subject: [rt-users] Append Data to CustomFields[SOLVED] In-Reply-To: <06B75DB1-7FF5-47D1-B10D-B12DB671485D@gmail.com> References: <33920988.post@talk.nabble.com> <33933640.post@talk.nabble.com> <5407DC58-0901-4310-A3A1-9130BD2D363D@gmail.com> <33941340.post@talk.nabble.com> <33958003.post@talk.nabble.com> <4FCCBCF5.7060907@bestpractical.com> <33958371.post@talk.nabble.com> <06B75DB1-7FF5-47D1-B10D-B12DB671485D@gmail.com> Message-ID: <33970403.post@talk.nabble.com> Hi Mike, Thank you for the code and explanation, this is exactly what I needed. The code works like a charm, just had to correct some minor typos in some variable calls. I'm glad to say I was terribly wrong when I said it was no longer possible to obtain the value from Transaction CFs via scrips. Thank you all for your time and help Michael Coakley wrote: > > I didn't see anyone else reply so here is some template code (very wordy > to be clear) that should get you going... > > Custom Condition > > # Get the transaction object > my $TransObj = $self->TransactionObj; > > # Make sure the transaction is a Comment before we check anything else > unless ($TransObj->Type eq "Comment") { > return 0; > } > > # Now get the custom field value for our transaction > my $TransCustomFieldName = "TransCustomFieldName"; > my $TransCustomFieldValue = > $transObj->FirstCustomFieldValue($TransCustomFieldName); > > # Log it for debugging > # NOTE: I always log with the queue name because I may use the same type > of routine in multiple queues > $RT::Logger->debug("$self->TicketObj->QueueObj->Name: > $TransCustomFieldName = $TransCustomFieldValue"); > > # return 0 unless our value changed > return 0 unless ($TransCustomFieldValue != 0); > > 1; > > Preparation Code > > 1; > > Clean-up Code > > my $TicketObj = $self->TicketObj; > my $TransObj = $self->TransactionObj; > my $QueueObj = $TicketObj->QueueObj; > > # First get the current value of our Ticket Custom field we want to update > my $TransCustomFieldName = "TransCustomFIeldName"; > my $TransCustomFIeldValue = > $TransObj->FirstCustomFieldValue($TransCustomFieldName); > # Make sure to normalize your Transaction Custom Field Value if needed (in > this case it isn't but if you are processing multiple Transaction Custom > Fields it may be) > # if (!$TransCustomFieldValue) { $TransCustomFieldValue = 0; } > > # This code looks different because it is pulled right from the Wiki with > some simple modifications. Best to keep the same structure for > maintainability. > my $CFName = "TicketCustomFIeldName"; > my $CFValue = $TicketObj->FirstCustomFieldValue($CFName); > # Make sure you normalize your Ticket Custom Field Value too > if (!$CFValue) { $CFValue = 0; } > > # Or whatever you want to do with it... > $CFValue += $TransCustomFieldValue; > > my $DefaultValue = '0'; > my $RecTransaction = 1; > $RT::Logger->debug("$QueueObj->Name: $CFName -> $CFValue"); > > my $CFObj = RT::CustomField->new($QueueObj->CurrentUser); > $CFObj->LoadByNameAndQueue(Name => $CFName, Queue => $QueueObj->id); > unless ($CFObj->id) { > $CFObj->LoadByNameAndQueue(Name => $CFName, Queue => 0); > unless ($CFObj->id) { > $RT::Logger->debug("$QueueObj->Name: $CFName doesn't exist, Queue > - " . $QueueObj->Name); > return undef; > } > } > my($result, $msg) = $TicketObj->AddCustomFieldValue( > Field => $CFObj->id, > Value => $CFValue, > RecordTransaction => $RecTransaction > ); > unless ($result) { > $RT::Logger->debug("$QueueObj->Name: Couldn't set $CFValue as value > for CF $CFName : $msg"); > return undef; > } > > 1; > > NOTES: > > 1. Make sure you change the TransCustomFieldName variable to your actual > field name > 2. You may have to change the check to see if your field value changed. > For my type of field in this scrip it was simple enough to do the test I'm > doing. (Also, I'm a Perl newb so don't think this is pretty Perl.) > 3. Make sure you change the CFName variable to your actual field name > 4. Make sure you normalize your TicketCustomFieldValue variable just in > case it hasn't been set yet. Additive values are never fun when you start > with an unknown > 5. MUST BE TransactionBatch > 6. Use at your own peril, I haven't tested this code and it is freely > given to the public domain as-is, enjoy! > > I hoe that helps. > > Thanks, > > Mike > > On Jun 4, 2012, at 10:42 AM, TheHoboKing wrote: > >> >> Hi Thomas, >> >> Yes, I did attempt with TransactionBatch (and Create), the value obtained >> from the Transaction CF is always ' ' as if it's unable to capture the >> actual value. >> >> Here's the code I was using, I've tried with different variation but was >> never able to get the value that was being added in the Trans-CFs. >> >> As a test, I was simply trying to get the value from the Trans-CFs and >> right >> it back in a Ticket CF. >> >> -------------- >> Custom Condition: >> return 1; >> >> Custom action preparation code: >> return 1; >> >> Custom action cleanup code: >> my $ticket = $self->TicketObj; >> my $cf_obj = RT::CustomField->new( $RT::SystemUser ); >> >> my $cf_name = "ValueFrom_tr-cf"; >> my $trcf_name = "tr-cf"; >> >> my $trcf_value = "1"; >> >> #Read and store the value of the Transaction CF "tr-cf" >> >> $cf_obj->LoadByName(Name=>$trcf_name); >> $trcf_value = $ticket->FirstCustomFieldValue($trcf_name); >> >> #Add the value to the Ticket CF >> $cf_obj->LoadByName(Name=>$cf_name); >> $ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$trcf_value, >> RecordTransaction=>0); >> >> return 1; >> >> --------------------------------------------------- >> >> Any ideas on what could be going wrong? >> >> Thank you >> >> >> Thomas Sibley wrote: >>> >>> On 06/04/2012 09:46 AM, TheHoboKing wrote: >>>> After some research and trial and errors I finally realise extracting >>>> values >>>> from Transaction CFs is no longer possible. >>>> >>>> The feature has been removed since RT 3.6 and doesn't seem to have been >>>> successfully implemented again. Mike seems to be the last reported >>>> successful extraction of CFs and such. (If anyone has a patch or >>>> successful >>>> scrip/solution to extract values from Trans-CFs, please by all means >>>> come >>>> forward and tell me how wrong I am) >>> >>> You can absolutely read back out values from Transaction CFs. >>> Unfortunately we can't guess what you're doing or why it's not working >>> without seeing the code. I suspect in your attempts you didn't follow >>> Mike's warning about needing to use the TransactionBatch stage for your >>> scrips. >>> >>> Thomas >>> >>> >> -- >> View this message in context: >> http://old.nabble.com/Append-Data-to-CustomFields-tp33920988p33958371.html >> Sent from the Request Tracker - User mailing list archive at Nabble.com. >> > > > -- View this message in context: http://old.nabble.com/Append-Data-to-CustomFields-tp33920988p33970403.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From trs at bestpractical.com Wed Jun 6 12:02:13 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 06 Jun 2012 12:02:13 -0400 Subject: [rt-users] Problem with interpretation of images In-Reply-To: <1338829117.11069.10.camel@alexrz-laptop> References: <1338814672.2410.8.camel@alexrz-laptop> <4FCCBDF7.9040003@bestpractical.com> <1338829117.11069.10.camel@alexrz-laptop> Message-ID: <4FCF7F05.4040206@bestpractical.com> On 06/04/2012 12:58 PM, Alexander Reintzsch wrote: >> Use an autohandler to serve the images statically instead of through >> Mason automatically. See how core RT does this in >> share/html/NoAuth/images/autohandler > > Well, thanks for the idea. But autohandler doesn't work at all. Neither > in share/html/NoAuth/images nor anywhere else. It's beeing ignored. > I copied the picture, see attachment, into share/html/NoAuth/images and > got the Mason-compiling error Make your plugin's images directory something that's not in core RT. You're running into an annoying Mason quirk involving autohandlers and multiple component roots, I believe. html/NoAuth/RT-Extension-Foo/images/autohandler html/NoAuth/RT-Extension-Foo/images/brushed-steel.jpg etc. From jonathan.khattir at mobiquithings.net Wed Jun 6 12:08:30 2012 From: jonathan.khattir at mobiquithings.net (Jonathan Khattir) Date: Wed, 6 Jun 2012 18:08:30 +0200 Subject: [rt-users] Autocomplet Message-ID: Hi, With the 4.0.6 update the field " Enter values with *autocompletion*" dosn't work. I can not see the suggestion. How resole this problem? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From ptomblin at xcski.com Wed Jun 6 12:10:58 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Wed, 6 Jun 2012 12:10:58 -0400 Subject: [rt-users] Problem with interpretation of images In-Reply-To: <4FCF7F05.4040206@bestpractical.com> References: <1338814672.2410.8.camel@alexrz-laptop> <4FCCBDF7.9040003@bestpractical.com> <1338829117.11069.10.camel@alexrz-laptop> <4FCF7F05.4040206@bestpractical.com> Message-ID: On Wed, Jun 6, 2012 at 12:02 PM, Thomas Sibley wrote: > Make your plugin's images directory something that's not in core RT. > You're running into an annoying Mason quirk involving autohandlers and > multiple component roots, I believe. > > html/NoAuth/RT-Extension-Foo/images/autohandler > html/NoAuth/RT-Extension-Foo/images/brushed-steel.jpg I've encountered the same problem even if I put my image in /opt/rt4/share/html/NoAuth/images, at least with the standalone server. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From jblaine at kickflop.net Wed Jun 6 12:31:45 2012 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 06 Jun 2012 12:31:45 -0400 Subject: [rt-users] Scrip/template "Notify parent ticket owner on resolve"? In-Reply-To: References: <4FCCEA97.4080004@kickflop.net> <4FCE7831.90802@kickflop.net> <4FCE7A46.3020503@bestpractical.com> <4FCE7E9F.8080708@kickflop.net> Message-ID: <4FCF85F1.8090209@kickflop.net> On 6/5/2012 6:40 PM, Kenneth Crocker wrote: > Create a Template called "Notify Parents on Resolve". > > The Template should have code similar to this (loop thru all parents and > add the Emailaddress of the ticket owner to the "To:" line in the > Template) at the top (test the code to correct my mistakes): > > To: {my $parent = $Ticket->MemberOf;); ... [snip] Kenn, That's what I was stumbling toward, but it seemed like I was perhaps missing a better way to do it. It can be a little daunting trying to figure out *where* to customize RT before you even get to the *how* part. You could have just said, "Yes, override the To: with code in a custom template", but I'll gladly take your much more detailed response! :) Thanks. PS: You got a tip via an Amazon purchase yesterday ;) From rtlist at ahlta.saic.com Wed Jun 6 12:45:46 2012 From: rtlist at ahlta.saic.com (rtlist at ahlta.saic.com) Date: Wed, 6 Jun 2012 12:45:46 -0400 Subject: [rt-users] RT4.0.5: Extra Carriage Returns Message-ID: <20120606164546.GC20765@ahlta.saic.com> We are using RT 4.0.5. Been seeing this issue since 3.8. I send an email to RT using plain text (Using Outlook). Body is as follows: 1 2 3 4 Owner of ticket replies via email (plain text) and this is what is displayed in RT web interface: RT-Message-ID: Content-Length: 707 1 2 3 4 The email I get in Outlook looks like this (in RT it looks fine): 1 2 3 4 If I reply back RT will now have the double CR. If ticket owner replies I will see triple CR's. Rinse repeat and the CR's grow and grow. I have queried the list and found a previous patch that requires the X-Mailer header. New versions Exchange do not send X-Mailer. We changed EmailerParser.pm to force all messages through the RescueOutlook code. Unfortunately it did not fix anything. Any ideas what might be causing this? Patrick From kenn.crocker at gmail.com Wed Jun 6 15:01:32 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Wed, 6 Jun 2012 12:01:32 -0700 Subject: [rt-users] Scrip/template "Notify parent ticket owner on resolve"? In-Reply-To: <4FCF85F1.8090209@kickflop.net> References: <4FCCEA97.4080004@kickflop.net> <4FCE7831.90802@kickflop.net> <4FCE7A46.3020503@bestpractical.com> <4FCE7E9F.8080708@kickflop.net> <4FCF85F1.8090209@kickflop.net> Message-ID: Jeff, Kool. Don't forget about the action being "Notify Others" so your override takes effect. thanks for the tip on my guide. Kenn On Wed, Jun 6, 2012 at 9:31 AM, Jeff Blaine wrote: > On 6/5/2012 6:40 PM, Kenneth Crocker wrote: > >> Create a Template called "Notify Parents on Resolve". >> >> The Template should have code similar to this (loop thru all parents and >> add the Emailaddress of the ticket owner to the "To:" line in the >> Template) at the top (test the code to correct my mistakes): >> >> To: {my $parent = $Ticket->MemberOf;); ... >> > > [snip] > > Kenn, > > That's what I was stumbling toward, but it seemed like I was > perhaps missing a better way to do it. It can be a little > daunting trying to figure out *where* to customize RT before > you even get to the *how* part. > > You could have just said, "Yes, override the To: with code > in a custom template", but I'll gladly take your much more > detailed response! :) > > Thanks. > > PS: You got a tip via an Amazon purchase yesterday ;) > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Jun 6 15:04:08 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 06 Jun 2012 15:04:08 -0400 Subject: [rt-users] Problem with interpretation of images In-Reply-To: References: <1338814672.2410.8.camel@alexrz-laptop> <4FCCBDF7.9040003@bestpractical.com> <1338829117.11069.10.camel@alexrz-laptop> <4FCF7F05.4040206@bestpractical.com> Message-ID: <4FCFA9A8.6090703@bestpractical.com> On 06/06/2012 12:10 PM, Paul Tomblin wrote: > On Wed, Jun 6, 2012 at 12:02 PM, Thomas Sibley wrote: >> Make your plugin's images directory something that's not in core RT. >> You're running into an annoying Mason quirk involving autohandlers and >> multiple component roots, I believe. >> >> html/NoAuth/RT-Extension-Foo/images/autohandler >> html/NoAuth/RT-Extension-Foo/images/brushed-steel.jpg > > I've encountered the same problem even if I put my image in > /opt/rt4/share/html/NoAuth/images, at least with the standalone > server. Try the dhandler approach. Serve images out of a subdirectory from virtual paths. See how we do this with the CKEditor source. From mschneidy11 at gmail.com Wed Jun 6 19:32:49 2012 From: mschneidy11 at gmail.com (matt schneider) Date: Wed, 6 Jun 2012 16:32:49 -0700 Subject: [rt-users] Multiple Values don't show in email header using CustomFieldValuesAsString Message-ID: > Hi, > > I have a few custom fields that I display in my autoreply template email > header when a user creates a tickets. > > This works fine and dandy when it's grabbing the Custom Fields via > {$Ticket->FirstCustomFieldValue('CF Name');}, but one of the CFs is of type > "select multiple values"/ render type "List". If I select this field via > FirstCustomFieldValue, then only the first value in the field will be > selected, but I have up to 4 that I need to show, so this is no good. > > I've noticed in the body of the email I can display all the values in this > field by using CustomFieldValuesAsString, and this works fine. > > However, if change Subject: to {$Ticket->CustomFieldValuesAsString('CF > Name');}, the email doesn't even get sent out! I get this error in RT: [Wed > Jun 6 15:21:03 2012] [error]: error: couldn't parse head; error near: > ID1 (/opt/rt4/sbin/../lib/RT/Template.pm:363) > > ID1 is the first custom value that is selected ( out of 4 ). > > Is there any way of getting around this? > > Cheers, > > Matt > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Jun 6 19:48:57 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 06 Jun 2012 19:48:57 -0400 Subject: [rt-users] Multiple Values don't show in email header using CustomFieldValuesAsString In-Reply-To: References: Message-ID: <4FCFEC69.6020108@bestpractical.com> 06/06/2012 07:32 PM, matt schneider wrote: > However, if change Subject: to > {$Ticket->CustomFieldValuesAsString('CF Name');}, the email doesn't > even get sent out! I get this error in RT: [Wed Jun 6 15:21:03 > 2012] [error]: error: couldn't parse head; error near: > ID1 (/opt/rt4/sbin/../lib/RT/Template.pm:363) > > ID1 is the first custom value that is selected ( out of 4 ). > > Is there any way of getting around this? By default CustomFieldValuesAsString separates values with newlines. Newlines in email header values are invalid unless they are followed by a space to indicate a value continuation. This is basic rfc822 compliance. Try this: Subject: { $Ticket->CustomFieldValuesAsString('CF Name', Separator => ", ") } That is, using an alternate separator than a newline. From falcone at bestpractical.com Wed Jun 6 22:05:32 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Jun 2012 21:05:32 -0500 Subject: [rt-users] Ticket Communication / Email In-Reply-To: References: Message-ID: <20120607020532.GA1070@jibsheet.com> On Wed, May 16, 2012 at 03:34:29PM +0000, Paul Twigg wrote: > In RT, on a ticket, I will hit the reply button to reply ticket. Generally the user who > initiated the ticket will then reply to that message. RT picks up that reply and attaches it > to the original ticket, but I have no way of seeing that a reply was received in RT. Is there > a way I can configure RT to make a ticket go bold or for something to change in the UI when a > new message is received on a ticket? The easiest one is to turn on ShowUnreadMessageNotifications and use the UpdateStatus column. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 6 22:36:03 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Jun 2012 21:36:03 -0500 Subject: [rt-users] Problems with 4.0.5: printing some pages; emailing dashboards In-Reply-To: <20120516212527.506BD2C4545@ibastion.frb.gov> References: <20120516212527.506BD2C4545@ibastion.frb.gov> Message-ID: <20120607023603.GB1070@jibsheet.com> On Wed, May 16, 2012 at 05:25:26PM -0400, jim.h.berry at frb.gov wrote: > After moving from v4.0.4 to 4.0.5 (Linux server, windows browser) we noticed the following 2 > new issues: > > When printing certain pages, nothing will be shown below the H1 title. This was seen both > with Firefox and IE We see the issue with "Query Builder", "Modify the user xxx", "Modify > the content of dashboard ...", "Modify the subscription to dashboard ...", and search results > which include a chart. There does not seem to be any problem printing dashboards and > chart-free search results. There were some large changes with print.css in 4.0.5, you should double check that you don't have css modifications that are interfering. > When emailing dashboards, our Lotus Notes email client is a bit upset with the JavaScript. > and issues obnoxious warnings ("jQuery is not defined"). Long dashboards are truncated when > displayed. Even if a short dashboard is displayed correctly we cannot forward it from Lotus > Notes. Also, the dashboard lost its color. Our other mailers are plain text, and don't seem > to mind. > > To be sure, these are not major issues, but are enough of a nuisance that we may need to > revert to v4.0.4. I believe that JS in dashboards error has actually been around for the whole 4.0 series, I'm surprised that Lotus only now started complaining. Does it hate the Framebusting JS or a different chunk. I'd be curious to know if 4.0/suppress-dashboard-javascript fixes it or if things like the tabs JS are causing problems. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 6 22:37:58 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Jun 2012 21:37:58 -0500 Subject: [rt-users] FriendlyFromLineFormat In-Reply-To: <07A5F0ABA6ABCE488CF01BB872138FEB2BF4D0@uwit-mbx07.exchange.washington.edu> References: <07A5F0ABA6ABCE488CF01BB872138FEB2BF4D0@uwit-mbx07.exchange.washington.edu> Message-ID: <20120607023758.GC1070@jibsheet.com> On Wed, May 23, 2012 at 06:46:44PM +0000, David T. Grayston wrote: > RT: 4.0.5 > > Set($FriendlyFromLineFormat, "\"%s\" <%s>"); > > In the autoreply email I'm getting "queue description " and we'd rather have it - > "queue name ". I'm not sure how to change this behavior and from what I've read > it seems we should be seeing the queue name used. It uses the SenderName for users, but the Autoreply code swaps in the Queue and prefers description. You could make a small code override in local/lib to change the behavior of RT::Action::Notify::SetReturnAddress -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 6 22:38:56 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Jun 2012 21:38:56 -0500 Subject: [rt-users] RT-4.0.5 : Can't do Simple Search on Articles In-Reply-To: <33938713.post@talk.nabble.com> References: <33763539.post@talk.nabble.com> <20120507214614.GG8185@jibsheet.com> <33866644.post@talk.nabble.com> <33870219.post@talk.nabble.com> <33938713.post@talk.nabble.com> Message-ID: <20120607023856.GD1070@jibsheet.com> On Thu, May 31, 2012 at 07:34:43AM -0700, UnixMan wrote: > > I believe this is a bug within RT 4 or an oversight as regards Articles and > 'Simple Search' not being available. > > If and one knows if there is a way to have 'Simple Search' on all Articles > for RT 4.0.5 please let me know. It'd be great to see a bug filed, it appears that the search is included in RT but wasn't added to Elements/Tabs. It should be straightforward to resolve. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 6 22:42:25 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Jun 2012 21:42:25 -0500 Subject: [rt-users] Too Many Notifications for Approvals In-Reply-To: <0DB62BF0BA7246409E50F16FC002E562A2C3CDAD@mb1.prg.com> References: <0DB62BF0BA7246409E50F16FC002E562A2C3CDAD@mb1.prg.com> Message-ID: <20120607024225.GE1070@jibsheet.com> On Thu, May 31, 2012 at 05:24:32PM +0000, Jennifer Koermer wrote: > We are using RT 3.8.4. We've implemented approvals, and in general think it is working. We > have the following issue however: > > Approval has been approved and the ticket is set to resolved. > > Another approver sends an email comment which opens the approval. > > The owner is sent an email using the template "New Pending Approval". The approve again, > tickets resolves, ticket reopens, and a new email using "New Pending Approval" gets > sent...needless to say we have some frustrated users. > > Is there a way to just block the "New Pending Approval"? When the ticket is created, an email > is automatically sent. We are not using multiple approvals and cannot see where the > NewPending.pm approval would be used in our situation. > > It looks like NewPending.pm is what is creating the email using that approval. Can I just > delete lib/RT/ Approval/Rule/NewPending.pm? If you do that, approvals will break catastrophically. Just make the New Pending Approval blank, RT doesn't send emails if the template in use is blank. It is interesting that you're using Owners of approval tickets (who are typically the Approvers) AND have multiple approvers (which generally means you're using AdminCcs). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 6 22:50:12 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Jun 2012 21:50:12 -0500 Subject: [rt-users] Merge Users History - Broken link on bestpractical's web site In-Reply-To: References: Message-ID: <20120607025012.GF1070@jibsheet.com> On Sun, Jun 03, 2012 at 02:08:58PM +0000, Scotto Alberto wrote: > I noticed that the link to the extension MergeUsersHistory on > http://bestpractical.com/rt/extensions.html is broken. > > Here is the broken link: > http://search.cpan.org/dist/RT-Extension-MergeUsersHistory/lib/RT/Extension/MergeUsersHistory.pm > > Looks like it isn't hosted by cpan anymore..? > > However the link to the source code is still active, so I was able to download the package and > install it. > > BTW it works like a charm! Thank you ruz!! I don't believe it was ever released to CPAN but it's now been fixed. If you run into other bad links, please drop us a line at the webmaster email address which ends up in an RT queue. Thanks -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 6 22:51:27 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Jun 2012 21:51:27 -0500 Subject: [rt-users] Add Tab to Left Navigation Bar In-Reply-To: <33957351.post@talk.nabble.com> References: <33957351.post@talk.nabble.com> Message-ID: <20120607025127.GG1070@jibsheet.com> On Mon, Jun 04, 2012 at 04:45:31AM -0700, ikeusmaximus wrote: > > I am running RT 4.0.5, and I am trying to find a way of adding another tab > (with a link of course) to the Left Side Navigation bar (The bar that > contains "Home" "Tickets" "Tools" etc.). Eventually, the tab would only be > displayed for specific users. I have been pouring over google search > results, and one did point me to "share/html/Elements/Tabs" which contains > the coding for the nav bar. I changed some of the code but the nav bar did > not change at all. The wiki covers adding tabs http://requesttracker.wikia.com/wiki/Menus -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 6 22:53:15 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Jun 2012 21:53:15 -0500 Subject: [rt-users] Unprivileged User Questions In-Reply-To: <58CDD5C3-BE35-4C96-A6F5-1E28F455B0C8@umbc.edu> References: <58CDD5C3-BE35-4C96-A6F5-1E28F455B0C8@umbc.edu> Message-ID: <20120607025315.GH1070@jibsheet.com> On Mon, Jun 04, 2012 at 11:00:56AM -0400, Joe Kirby wrote: > 1. An Unprivileged user can create a ticket and add a cc at that time, > however once the ticket is created and they want to continue > correspondence (as the Unprivileged user Requestor) and add > additional cc's like Privileged users can there is no cc line. I > did hear back from Ruslan about a config option but was unable to > determine which config option would apply. Is this possible? I'm pretty sure you'd have to use a callback to add code. > > 2. When signed in as an Unprivileged user and I attempt to Show > outgoing mail it takes me back to RT-at-a-Glance even though > Requestors have the 'View exact outgoing email messages and their > recipients' (ShowOutgoingEmail) attribute. In 4.0.5 it is more > obvious to me that RT may not allow this for Unprivileged user > since it is not a General right. Are there any config settings I > can set to allow this? This sounds like a bug, although ShowOutgoingMail isn't commonly given to Unprivileged users which is probably why it isn't handled. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 6 22:54:49 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Jun 2012 21:54:49 -0500 Subject: [rt-users] Some questions, a few oddities, and some must-haves... In-Reply-To: <4FCD1A8D.4010403@efashionsolutions.com> References: <4FCD1A8D.4010403@efashionsolutions.com> Message-ID: <20120607025449.GI1070@jibsheet.com> On Mon, Jun 04, 2012 at 04:29:01PM -0400, Glenn E. Sieb wrote: > 1) Can I get a spellchecker to work in 4.0.5? We're setting this up > for some people here who require a spell checker, and > Firefox/Chrome's built-in will *not* work with RT's ticket body > boxes. :-/ If this is possible, is there a howto? I've read the > wiki, but they all seem to be for 3.x.x, not 4. Firefox and Chrome's spellcheckers work fine. In fact, I get the highlighting as I type. If that doesn't work, hold control when you right-click to get to your spellchecker menu. > 2) Is there an extension that lets me define a signature for > separate queues? (It can be only per queue, it doesn't have to be > per-user.) So, a signature that all emails going out from queueA > get, queueB has it's own, queueC it's own, etc. There isn't a feature for this in the message editor, but you could certainly add queue specific Correspondence templates that contain a signature. > 3) I run RT 4.0.5 on my home server, and have since version 2. I set > up 4.0.5 here at work, and I noticed some oddities. The submenu > disappears on submission of a form. (Screen captures are here: > http://www.wingfoot.org/gallery/v/Glenn/ges-misc/RT/, pink is the > work site, brown is the home server) Needless to say, my users are > not liking this, and really, I'm finding it odd. > 4) Possibly related to #3, when I go to Tickets/New Search, I'll > fill out the criteria area, and hit "Add these terms and search".. > blank results. Every time. And no submenu. (So the menu under the > "New Ticket in" button that says "Edit Search" etc.) If I put the > criteria in as "Add these terms" then click "Show results" in the > submenu, I get results. Occasionally, I get the submenu. Oddness. > :-/ There were a few fixes to submenus in 4.0.6. If you have replication recipes for 4.0.6, please file a bug with them. Thanks -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 6 23:00:01 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Jun 2012 22:00:01 -0500 Subject: [rt-users] TicketSQL Date parse weird.. In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB729C7E8097@off-win2003-01.ausregistrygroup.local> References: <8CEF048B9EC83748B1517DC64EA130FB729C7E8097@off-win2003-01.ausregistrygroup.local> Message-ID: <20120607030001.GJ1070@jibsheet.com> On Tue, Jun 05, 2012 at 06:06:09PM +1000, Stuart Browne wrote: > When doing a TicketSQL search similar to the following: > > Status = 'open' AND Due <= '10am tomorrow' > > The time portion of the string isn't taken into account. > > On the command line, a quick test of Time::DateParse shows it works: > > ]# perl -e 'use Time::ParseDate; print parsedate("2012-06-06 10:00") . "\n"; print parsedate("10am tomorrow") . "\n";' > 1338940800 > 1338940800 > > So it appears as if RT is parsing the date string of 'Due' and messing with it. Using the time portion before or after, using 10am vs 10:00, none appear to work. Using any time component has the same result (thinking it may be a timezone issue. It wasn't). > > I can't see in the RT code where this might be happening (been looking in SQL.pm). Can someone point me in the right direction? RT actually passes a number of arguments to parsedate: grep can find where it's called (not in SQL.pm) $ grep -r Time::ParseDate::parsedate lib/ lib/RT/Articles.pm: my $seconds = Time::ParseDate::parsedate( $args{$date}, FUZZY => 1, PREFER_PAST => 1 ); lib/RT/Date.pm: my $date = Time::ParseDate::parsedate( -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 6 23:01:16 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Jun 2012 22:01:16 -0500 Subject: [rt-users] Resetting due date when moving tickets between queues In-Reply-To: <20120605082206.GE99963@goofy01.vnodelab.local> References: <20120605082206.GE99963@goofy01.vnodelab.local> Message-ID: <20120607030116.GK1070@jibsheet.com> On Tue, Jun 05, 2012 at 10:22:06AM +0200, Joel Dahl wrote: > With the scrip below, X days are added based on today date, instead of X days > based on the creation date. > > I'd appreciate some help with this. :-) > > $due_date->SetToNow; > $due_date->AddDays( $queue->DefaultDueIn ); You tell it SetToNow, instead inflate the $ticket->CreatedObj or otherwise call Set with the Create time. You can find documentation in RT::Date about what things like SetToNow do. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 6 23:01:55 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Jun 2012 22:01:55 -0500 Subject: [rt-users] Populate custom fields. In-Reply-To: <33962650.post@talk.nabble.com> References: <33962650.post@talk.nabble.com> Message-ID: <20120607030155.GL1070@jibsheet.com> On Tue, Jun 05, 2012 at 02:28:15AM -0700, mgiammarco wrote: > I do not understand howto populate custom fields with "enter multiple value" > type. From the admin UI, there are boxes to add values, however - > Infact I need to populate them with the result of a web service call if it > is possible. You may wish to review docs/extending/external_custom_fields.pod -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 6 23:03:41 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Jun 2012 22:03:41 -0500 Subject: [rt-users] Exclude mails and domain from Autoreply In-Reply-To: References: Message-ID: <20120607030341.GM1070@jibsheet.com> On Wed, Jun 06, 2012 at 03:39:43PM +0300, Rabin Yasharzadehe wrote: > I looked in the wiki and found this page: > http://requesttracker.wikia.com/wiki/OnCreateAutoReplyException > Just like in the article, we have some automated systems that send mails to > RT, and we don't need to auto-reply to them. > I put code in the "*Custom condition"* of the auto-reply scrip for a > specific queue, but it didn't work Unfortunately, you don't say what "didn't work" means, or show logs which would let someone try to help. You also don't say if you told the Scrip to use your custom condition or if you just pasted code into the box on the page. You'll want to provide your scrip's configuration and debug logs of a mail going out that shouldn't. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 6 23:06:17 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Jun 2012 22:06:17 -0500 Subject: [rt-users] Autocomplet In-Reply-To: References: Message-ID: <20120607030617.GN1070@jibsheet.com> On Wed, Jun 06, 2012 at 06:08:30PM +0200, Jonathan Khattir wrote: > Hi, With the 4.0.6 update the field " Enter values with autocompletion" dosn't work. I can not > see the suggestion. How resole this problem? Thanks I'm afraid "doesn't work" doesn't tell us enough to guess what's going wrong. It works great for me. Please provide steps to replicate your failure, including specific pages where it doesn't work. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 6 23:08:36 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Jun 2012 22:08:36 -0500 Subject: [rt-users] RT4.0.5: Extra Carriage Returns In-Reply-To: <20120606164546.GC20765@ahlta.saic.com> References: <20120606164546.GC20765@ahlta.saic.com> Message-ID: <20120607030836.GO1070@jibsheet.com> On Wed, Jun 06, 2012 at 12:45:46PM -0400, rtlist at ahlta.saic.com wrote: > We are using RT 4.0.5. Been seeing this issue since 3.8. > > I send an email to RT using plain text (Using Outlook). Body is as follows: > > 1 > 2 > 3 > 4 > > Owner of ticket replies via email (plain text) and this is what is displayed in RT web interface: > > RT-Message-ID: > Content-Length: 707 > > 1 > 2 > 3 > 4 > > > The email I get in Outlook looks like this (in RT it looks fine): > > 1 > > 2 > > 3 > > 4 > > If I reply back RT will now have the double CR. If ticket owner replies I will see triple CR's. Rinse repeat and the CR's grow and grow. > > I have queried the list and found a previous patch that requires the X-Mailer header. New versions Exchange do not send X-Mailer. We changed EmailerParser.pm to force all messages through the RescueOutlook code. Unfortunately it did not fix anything. In addition to stripping the X-Mailer header a lot of newer exchanges are forcing a base64 transfer encoding. That will prevent Rescude code from ever working. There's a branch to work on this, but I'm not sure of the status. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From senior.unix at gmail.com Wed Jun 6 23:38:55 2012 From: senior.unix at gmail.com (UnixMan) Date: Wed, 6 Jun 2012 20:38:55 -0700 (PDT) Subject: [rt-users] RT-4.0.5 : Can't do Simple Search on Articles In-Reply-To: <20120607023856.GD1070@jibsheet.com> References: <33763539.post@talk.nabble.com> <20120507214614.GG8185@jibsheet.com> <33866644.post@talk.nabble.com> <33870219.post@talk.nabble.com> <33938713.post@talk.nabble.com> <20120607023856.GD1070@jibsheet.com> Message-ID: <33973679.post@talk.nabble.com> Thanks Kevin I filed a bug report. Scott -- View this message in context: http://old.nabble.com/RT-4.0.5-%3A-Can%27t-do-Simple-Search-on-Articles-tp33763539p33973679.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From stuart.browne at ausregistry.com.au Thu Jun 7 03:51:28 2012 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Thu, 7 Jun 2012 17:51:28 +1000 Subject: [rt-users] TicketSQL Date parse weird.. In-Reply-To: <20120607030001.GJ1070@jibsheet.com> References: <8CEF048B9EC83748B1517DC64EA130FB729C7E8097@off-win2003-01.ausregistrygroup.local> <20120607030001.GJ1070@jibsheet.com> Message-ID: <8CEF048B9EC83748B1517DC64EA130FB729C7E862A@off-win2003-01.ausregistrygroup.local> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: Thursday, 7 June 2012 1:00 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] TicketSQL Date parse weird.. > > On Tue, Jun 05, 2012 at 06:06:09PM +1000, Stuart Browne wrote: > > When doing a TicketSQL search similar to the following: > > RT actually passes a number of arguments to parsedate: > > grep can find where it's called (not in SQL.pm) > > $ grep -r Time::ParseDate::parsedate lib/ > lib/RT/Articles.pm: my $seconds = Time::ParseDate::parsedate( > $args{$date}, FUZZY => 1, PREFER_PAST => 1 ); > lib/RT/Date.pm: my $date = Time::ParseDate::parsedate( > > -kevin Ok, further test (see attached perl routine): [root at psg-apps tmp]# ./test.pl.txt current time() output: 1339054410 fixed-date Time::ParseDate: 1339113600 tomorrow 10am Time::ParseDate: 1339113600 fixed-date RT::Date output: 1339149600 tomorrow 10am RT::Date output: 1339200000 timezone according to RT::Date: 36000 Using either 'user' or 'server' as the timezone I get the same result but I'm probably missing something here for the fixed-date (I can accept that the date might be being modified elsewhere I'm yet to find), but the 'tomrorow 10am' shouldn't be a full day off. So the adding of the timezone offset before Time::ParsEdate::parsedate then removing it again appears to be causing the issue here; pushing today past the end of the day boundary. I'll try this routine tomorrow morning (before 10am) to see if it shows the right thing, then try to figure out a way to get it to return the same result for the two RT::Date outputs. Stuart -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: test.pl.txt URL: From jonathan.khattir at mobiquithings.net Thu Jun 7 04:55:35 2012 From: jonathan.khattir at mobiquithings.net (Jonathan Khattir) Date: Thu, 7 Jun 2012 10:55:35 +0200 Subject: [rt-users] Autocomplet In-Reply-To: <20120607030617.GN1070@jibsheet.com> References: <20120607030617.GN1070@jibsheet.com> Message-ID: It's resolve. In RT_SitE MY WebDomain was bad configure. So I have the "Possible cross-site request forgery" display. But when i clic on ignore, after the autocomplete dosn't work. 2012/6/7 Kevin Falcone > On Wed, Jun 06, 2012 at 06:08:30PM +0200, Jonathan Khattir wrote: > > Hi, With the 4.0.6 update the field " Enter values with > autocompletion" dosn't work. I can not > > see the suggestion. How resole this problem? Thanks > > I'm afraid "doesn't work" doesn't tell us enough to guess what's going > wrong. It works great for me. Please provide steps to replicate your > failure, including specific pages where it doesn't work. > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From arthur_rance at hotmail.com Thu Jun 7 05:01:24 2012 From: arthur_rance at hotmail.com (Arthur Rance) Date: Thu, 7 Jun 2012 11:01:24 +0200 Subject: [rt-users] How to search for a response ? Message-ID: Hello, I'd like to search for a ticket where someone answered "my tailor is rich". How can I do that ? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Jun 7 05:45:35 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 7 Jun 2012 13:45:35 +0400 Subject: [rt-users] How to search for a response ? In-Reply-To: References: Message-ID: On Thu, Jun 7, 2012 at 1:01 PM, Arthur Rance wrote: > Hello, > > I'd like to search for a ticket where someone answered "my tailor is rich". > How can I do that ? Full text search is activated in config. To make it fast you have to do some additional steps. -- Best regards, Ruslan. From Johan.Sjoberg at deltamanagement.se Thu Jun 7 05:51:35 2012 From: Johan.Sjoberg at deltamanagement.se (=?utf-8?B?Sm9oYW4gU2rDtmJlcmc=?=) Date: Thu, 7 Jun 2012 09:51:35 +0000 Subject: [rt-users] How to search for a response ? In-Reply-To: References: Message-ID: <6D5BD0103BBD1F44ABE1D6512D85036A16C23929@DB3PRD0510MB381.eurprd05.prod.outlook.com> You can also use the "Content" parameter in the ticket search. It is slow but it works. Or has that been removed in RT4? /Johan > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Ruslan Zakirov > Sent: den 7 juni 2012 11:46 > To: Arthur Rance > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] How to search for a response ? > > On Thu, Jun 7, 2012 at 1:01 PM, Arthur Rance > wrote: > > Hello, > > > > I'd like to search for a ticket where someone answered "my tailor is rich". > > How can I do that ? > > Full text search is activated in config. To make it fast you have to do some > additional steps. > > -- > Best regards, Ruslan. From arthur_rance at hotmail.com Thu Jun 7 06:03:07 2012 From: arthur_rance at hotmail.com (Arthur Rance) Date: Thu, 7 Jun 2012 12:03:07 +0200 Subject: [rt-users] How to search for a response ? In-Reply-To: <6D5BD0103BBD1F44ABE1D6512D85036A16C23929@DB3PRD0510MB381.eurprd05.prod.outlook.com> References: , , <6D5BD0103BBD1F44ABE1D6512D85036A16C23929@DB3PRD0510MB381.eurprd05.prod.outlook.com> Message-ID: It doesn't seem to work... I search for tickets where Content contains "tailor", 0 ticket found. I'm going to try docs/full_text_indexing.pod... > From: Johan.Sjoberg at deltamanagement.se > To: rt-users at lists.bestpractical.com > Date: Thu, 7 Jun 2012 09:51:35 +0000 > Subject: Re: [rt-users] How to search for a response ? > > You can also use the "Content" parameter in the ticket search. It is slow but it works. > Or has that been removed in RT4? > > /Johan > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Ruslan Zakirov > > Sent: den 7 juni 2012 11:46 > > To: Arthur Rance > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] How to search for a response ? > > > > On Thu, Jun 7, 2012 at 1:01 PM, Arthur Rance > > wrote: > > > Hello, > > > > > > I'd like to search for a ticket where someone answered "my tailor is rich". > > > How can I do that ? > > > > Full text search is activated in config. To make it fast you have to do some > > additional steps. > > > > -- > > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From juanjillo at gmail.com Thu Jun 7 06:13:17 2012 From: juanjillo at gmail.com (Juanjo) Date: Thu, 7 Jun 2012 12:13:17 +0200 Subject: [rt-users] How to search for a response ? In-Reply-To: References: <6D5BD0103BBD1F44ABE1D6512D85036A16C23929@DB3PRD0510MB381.eurprd05.prod.outlook.com> Message-ID: I have the same problem. The problem is that mysql natively doesn?t support indexing. You can change your database or use third software that permit mysql use indexed search. 2012/6/7 Arthur Rance > It doesn't seem to work... I search for tickets where Content contains > "tailor", 0 ticket found. > > I'm going to try docs/full_text_indexing.pod... > > > > From: Johan.Sjoberg at deltamanagement.se > > To: rt-users at lists.bestpractical.com > > Date: Thu, 7 Jun 2012 09:51:35 +0000 > > > Subject: Re: [rt-users] How to search for a response ? > > > > You can also use the "Content" parameter in the ticket search. It is > slow but it works. > > Or has that been removed in RT4? > > > > /Johan > > > > > -----Original Message----- > > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > > bounces at lists.bestpractical.com] On Behalf Of Ruslan Zakirov > > > Sent: den 7 juni 2012 11:46 > > > To: Arthur Rance > > > Cc: rt-users at lists.bestpractical.com > > > Subject: Re: [rt-users] How to search for a response ? > > > > > > On Thu, Jun 7, 2012 at 1:01 PM, Arthur Rance > > > > wrote: > > > > Hello, > > > > > > > > I'd like to search for a ticket where someone answered "my tailor is > rich". > > > > How can I do that ? > > > > > > Full text search is activated in config. To make it fast you have to > do some > > > additional steps. > > > > > > -- > > > Best regards, Ruslan. > > > -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From arthur_rance at hotmail.com Thu Jun 7 06:20:17 2012 From: arthur_rance at hotmail.com (Arthur Rance) Date: Thu, 7 Jun 2012 12:20:17 +0200 Subject: [rt-users] How to search for a response ? In-Reply-To: References: , , , , <6D5BD0103BBD1F44ABE1D6512D85036A16C23929@DB3PRD0510MB381.eurprd05.prod.outlook.com>, Message-ID: docs/full_text_indexing.pod worked for me (with postgresql). From: arthur_rance at hotmail.com To: rt-users at lists.bestpractical.com Date: Thu, 7 Jun 2012 12:03:07 +0200 Subject: Re: [rt-users] How to search for a response ? It doesn't seem to work... I search for tickets where Content contains "tailor", 0 ticket found. I'm going to try docs/full_text_indexing.pod... > From: Johan.Sjoberg at deltamanagement.se > To: rt-users at lists.bestpractical.com > Date: Thu, 7 Jun 2012 09:51:35 +0000 > Subject: Re: [rt-users] How to search for a response ? > > You can also use the "Content" parameter in the ticket search. It is slow but it works. > Or has that been removed in RT4? > > /Johan > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Ruslan Zakirov > > Sent: den 7 juni 2012 11:46 > > To: Arthur Rance > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] How to search for a response ? > > > > On Thu, Jun 7, 2012 at 1:01 PM, Arthur Rance > > wrote: > > > Hello, > > > > > > I'd like to search for a ticket where someone answered "my tailor is rich". > > > How can I do that ? > > > > Full text search is activated in config. To make it fast you have to do some > > additional steps. > > > > -- > > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Jun 7 06:25:01 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 7 Jun 2012 14:25:01 +0400 Subject: [rt-users] TicketSQL Date parse weird.. In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB729C7E862A@off-win2003-01.ausregistrygroup.local> References: <8CEF048B9EC83748B1517DC64EA130FB729C7E8097@off-win2003-01.ausregistrygroup.local> <20120607030001.GJ1070@jibsheet.com> <8CEF048B9EC83748B1517DC64EA130FB729C7E862A@off-win2003-01.ausregistrygroup.local> Message-ID: On Thu, Jun 7, 2012 at 11:51 AM, Stuart Browne wrote: >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone >> Sent: Thursday, 7 June 2012 1:00 PM >> To: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] TicketSQL Date parse weird.. >> >> On Tue, Jun 05, 2012 at 06:06:09PM +1000, Stuart Browne wrote: >> > When doing a TicketSQL search similar to the following: > >> >> RT actually passes a number of arguments to parsedate: >> >> grep can find where it's called (not in SQL.pm) >> >> $ grep -r Time::ParseDate::parsedate lib/ >> lib/RT/Articles.pm: ? ? ? ?my $seconds = Time::ParseDate::parsedate( >> $args{$date}, FUZZY => 1, PREFER_PAST => 1 ); >> lib/RT/Date.pm: ? ? ? ?my $date = Time::ParseDate::parsedate( >> >> -kevin > > Ok, further test (see attached perl routine): > > [root at psg-apps tmp]# ./test.pl.txt > current time() output: ? ? ? ? ?1339054410 > > fixed-date Time::ParseDate: ? ? 1339113600 > tomorrow 10am Time::ParseDate: ?1339113600 > > fixed-date RT::Date output: ? ? 1339149600 > tomorrow 10am RT::Date output: ?1339200000 > timezone according to RT::Date: 36000 > > > Using either 'user' or 'server' as the timezone I get the same result but I'm probably missing something here for the fixed-date (I can accept that the date might be being modified elsewhere I'm yet to find), but the 'tomrorow 10am' shouldn't be a full day off. ?So the adding of the timezone offset before Time::ParsEdate::parsedate then removing it again appears to be causing the issue here; pushing today past the end of the day boundary. > I can believe it's wrong. Time::ParseDate can do timezones, but timezones support is very limited, so we do our timezones after parsing in UTC. Understandably 'tomorrow 10am' in london while you're somewhere else is completely different thing. We do some compensation in NOW argument and in theory it should work. Are you on the latest version of the module? Never noticed before that ZONE argument can take whatever TZ environment variable can take. May be attached patch will just work. Have not tested it. Applies cleanly to 3.8 and 4.0. > I'll try this routine tomorrow morning (before 10am) to see if it shows the right thing, then try to figure out a way to get it to return the same result for the two RT::Date outputs. > > Stuart -- Best regards, Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: RT-4.x-use-parsedate-timezones-support.patch Type: application/octet-stream Size: 1187 bytes Desc: not available URL: From JKoermer at prg.com Thu Jun 7 06:15:59 2012 From: JKoermer at prg.com (Jennifer Koermer) Date: Thu, 7 Jun 2012 10:15:59 +0000 Subject: [rt-users] Too Many Notifications for Approvals In-Reply-To: <20120607024225.GE1070@jibsheet.com> References: <0DB62BF0BA7246409E50F16FC002E562A2C3CDAD@mb1.prg.com>, <20120607024225.GE1070@jibsheet.com> Message-ID: <77wmtbx0ybh6stul6cvidwi8.1339063646252@email.android.com> We have a list of approvers and require approval from only one. we set that approver as the owner automatically when the ticket is approved. This makes it easier to track in the parent ticket. thanks. i updated the file and commented out the comment ...but think i will switch over to this method instead. Kevin Falcone wrote: On Thu, May 31, 2012 at 05:24:32PM +0000, Jennifer Koermer wrote: > We are using RT 3.8.4. We've implemented approvals, and in general think it is working. We > have the following issue however: > > Approval has been approved and the ticket is set to resolved. > > Another approver sends an email comment which opens the approval. > > The owner is sent an email using the template "New Pending Approval". The approve again, > tickets resolves, ticket reopens, and a new email using "New Pending Approval" gets > sent...needless to say we have some frustrated users. > > Is there a way to just block the "New Pending Approval"? When the ticket is created, an email > is automatically sent. We are not using multiple approvals and cannot see where the > NewPending.pm approval would be used in our situation. > > It looks like NewPending.pm is what is creating the email using that approval. Can I just > delete lib/RT/ Approval/Rule/NewPending.pm? If you do that, approvals will break catastrophically. Just make the New Pending Approval blank, RT doesn't send emails if the template in use is blank. It is interesting that you're using Owners of approval tickets (who are typically the Approvers) AND have multiple approvers (which generally means you're using AdminCcs). -kevin From joel at vnode.se Thu Jun 7 08:12:18 2012 From: joel at vnode.se (Joel Dahl) Date: Thu, 7 Jun 2012 14:12:18 +0200 Subject: [rt-users] Resetting due date when moving tickets between queues In-Reply-To: <20120607030116.GK1070@jibsheet.com> References: <20120605082206.GE99963@goofy01.vnodelab.local> <20120607030116.GK1070@jibsheet.com> Message-ID: <20120607121218.GF99963@goofy01.vnodelab.local> On 06-06-2012 22:01, Kevin Falcone wrote: > On Tue, Jun 05, 2012 at 10:22:06AM +0200, Joel Dahl wrote: > > With the scrip below, X days are added based on today date, instead of X days > > based on the creation date. > > > > I'd appreciate some help with this. :-) > > > > $due_date->SetToNow; > > $due_date->AddDays( $queue->DefaultDueIn ); > > You tell it SetToNow, instead inflate the $ticket->CreatedObj or > otherwise call Set with the Create time. > > You can find documentation in RT::Date about what things like SetToNow > do. Thank you. It works now. :-) -- Joel From ghilt at shadowprojects.org Thu Jun 7 08:25:37 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Thu, 07 Jun 2012 14:25:37 +0200 Subject: [rt-users] Disable REST API public access ? Message-ID: <4FD09DC1.1000505@shadowprojects.org> Hello, Using RT 3.8.7, I'd like to disable the rest api public access so noone external can use it. Is it possible ? Regards, -- Guillaume Hilt From jbrandt at bestpractical.com Thu Jun 7 08:58:49 2012 From: jbrandt at bestpractical.com (Jim Brandt) Date: Thu, 07 Jun 2012 08:58:49 -0400 Subject: [rt-users] RT4.0.5: Extra Carriage Returns In-Reply-To: <20120607030836.GO1070@jibsheet.com> References: <20120606164546.GC20765@ahlta.saic.com> <20120607030836.GO1070@jibsheet.com> Message-ID: <4FD0A589.50600@bestpractical.com> On 6/6/12 11:08 PM, Kevin Falcone wrote: > On Wed, Jun 06, 2012 at 12:45:46PM -0400, rtlist at ahlta.saic.com > wrote: >> We are using RT 4.0.5. Been seeing this issue since 3.8. >> >> I send an email to RT using plain text (Using Outlook). Body is as >> follows: >> >> 1 2 3> carriage return> 4 >> >> Owner of ticket replies via email (plain text) and this is what is >> displayed in RT web interface: >> >> RT-Message-ID: >> >> Content-Length: 707 >> >> 1 2 3 4 >> >> >> The email I get in Outlook looks like this (in RT it looks fine): >> >> 1 >> >> 2 >> >> 3 >> >> 4 >> >> If I reply back RT will now have the double CR. If ticket owner >> replies I will see triple CR's. Rinse repeat and the CR's grow and >> grow. >> >> I have queried the list and found a previous patch that requires >> the X-Mailer header. New versions Exchange do not send X-Mailer. >> We changed EmailerParser.pm to force all messages through the >> RescueOutlook code. Unfortunately it did not fix anything. > > In addition to stripping the X-Mailer header a lot of newer > exchanges are forcing a base64 transfer encoding. That will prevent > Rescude code from ever working. There's a branch to work on this, > but I'm not sure of the status. The branch is up and waiting on some testing in the wild with Outlook/Exchange that exhibits the issue: https://github.com/bestpractical/rt/tree/4.0/base64-in-rescue-outlook Would love some additional testing and feedback. Jim -- From gsieb at efashionsolutions.com Thu Jun 7 15:55:21 2012 From: gsieb at efashionsolutions.com (Glenn E. Sieb) Date: Thu, 07 Jun 2012 15:55:21 -0400 Subject: [rt-users] Some questions, a few oddities, and some must-haves... In-Reply-To: <20120607025449.GI1070@jibsheet.com> References: <4FCD1A8D.4010403@efashionsolutions.com> <20120607025449.GI1070@jibsheet.com> Message-ID: <4FD10729.3020601@efashionsolutions.com> On 06/06/2012 10:54 PM, Kevin Falcone wrote: > Firefox and Chrome's spellcheckers work fine. In fact, I get the > highlighting as I type. If that doesn't work, hold control when you > right-click to get to your spellchecker menu. After being frustrated with the "will control right-click work or not" (since it seemed it kind of worked sometimes but not most times here), we went and replaced the ckeditor included with RT (in /$RTHOME/share/html/NoAuth/RichText/ckeditor with a newer version from their website (ckeditor.com). We popped in a /$RTHOME/share/html/NoAuth/RichText/ckeditor/config.js that looks like this: /* Copyright (c) 2003-2012, CKSource - Frederico Knabben. All rights reserved. For licensing, see LICENSE.html or http://ckeditor.com/license */ CKEDITOR.editorConfig = function( config ) { // Define changes to default configuration here. For example: // config.language = 'fr'; // config.uiColor = '#AADC6E'; config.scayt_autoStartup = true; config.toolbar_Full = [ { name: 'document', items : [ 'Source','-','Save','NewPage','DocProps','Preview','Print','-','Templates' ] }, { name: 'clipboard', items : [ 'Cut','Copy','Paste','PasteText','PasteFromWord','-','Undo','Redo' ] }, { name: 'editing', items : [ 'Find','Replace','-','SelectAll','-', 'Scayt' ] }, '/', { name: 'basicstyles', items : [ 'Bold','Italic','Underline','Strike','Subscript','Superscript','-','RemoveFormat' ] }, { name: 'paragraph', items : [ 'NumberedList','BulletedList','-','Outdent','Indent','-','Blockquote','CreateDiv','-','JustifyLeft','JustifyCenter','JustifyRight','JustifyBlock','-','BidiLtr','BidiRtl' ] }, { name: 'links', items : [ 'Link','Unlink','Anchor' ] }, '/', { name: 'styles', items : [ 'Styles','Format','Font','FontSize' ] }, { name: 'colors', items : [ 'TextColor','BGColor' ] }, { name: 'tools', items : [ 'ShowBlocks','-','About' ] } ]; config.enterMode = CKEDITOR.ENTER_BR; config.shiftEnterMode = CKEDITOR.ENTER_P; config.enableTabKeyTools = true; config.htmlEncodeOutput = false; config.disableNativeSpellChecker = false; config.browserContextMenuOnCtrl = true; config.toolbarStartupExpanded = true; config.font_names = 'Arial/Arial, Helvetica, sans-serif;' + 'Courier New/Courier New, Courier, monospace;' + 'Georgia/Georgia, serif;' + 'Lucida Sans Unicode/Lucida Sans Unicode, Lucida Grande, sans-serif;' + 'Tahoma/Tahoma, Geneva, sans-serif;' + 'Times New Roman/Times New Roman, Times, serif;' + 'Trebuchet MS/Trebuchet MS, Helvetica, sans-serif;' + 'Verdana/Verdana, Geneva, sans-serif'; }; This turns on SCAYT by default, and removes the after-the-fact spellcheck button which seems to throw errors, and removes other stuff we don't necessarily care about (like bullets, forms, etc.). We also set the toolbarStartupExpanded to true so it was just there for our Customer Service reps. Since SCAYT is running by default, they'll see their typos, and right-clicking will do what you expect it to, without the CTRL key. >> 2) Is there an extension that lets me define a signature for >> separate queues? (It can be only per queue, it doesn't have to be >> per-user.) So, a signature that all emails going out from queueA >> get, queueB has it's own, queueC it's own, etc. > There isn't a feature for this in the message editor, but you could > certainly add queue specific Correspondence templates that contain a > signature. True. I suppose I can capture their Real Name as a perl-enabled-scrip and pop it in the signature as well. Thanks! :) >> 3) I run RT 4.0.5 on my home server, and have since version 2. I set >> up 4.0.5 here at work, and I noticed some oddities. The submenu >> disappears on submission of a form. (Screen captures are here: >> http://www.wingfoot.org/gallery/v/Glenn/ges-misc/RT/, pink is the >> work site, brown is the home server) Needless to say, my users are >> not liking this, and really, I'm finding it odd. >> 4) Possibly related to #3, when I go to Tickets/New Search, I'll >> fill out the criteria area, and hit "Add these terms and search".. >> blank results. Every time. And no submenu. (So the menu under the >> "New Ticket in" button that says "Edit Search" etc.) If I put the >> criteria in as "Add these terms" then click "Show results" in the >> submenu, I get results. Occasionally, I get the submenu. Oddness. >> :-/ > There were a few fixes to submenus in 4.0.6. If you have replication > recipes for 4.0.6, please file a bug with them. I'm running 4.0.5, which was the latest release when I installed RT a month ago. I will have to try and come up with a maintenance window to install 4.0.6 now. :-) BTW, *my* server (the screenshot with the brown background) is *my* server. My *work* server belongs to the company I work for. They do not replicate with one another. I merely showed them as a comparison as to what seemed weird. Thanks, Kevin! Best, --Glenn -- Glenn E. Sieb System Administrator +1 201 809-4958 eFashionSolutions 80 Enterprise Avenue South Secaucus, NJ 07094 From smcclure at rice.edu Thu Jun 7 16:00:05 2012 From: smcclure at rice.edu (Susan K. McClure) Date: Thu, 07 Jun 2012 15:00:05 -0500 Subject: [rt-users] Trying to use User_Local.pm and failing Message-ID: <4FD10845.4030608@rice.edu> I have a 3.8.11 system, plus the May security patches. Since the security patch updated ../rt/lib/RT/User_Overlay.pm and we had already had a local change at .../rt/local/lib/RT/User_Overlay.pm, I am trying to modify our local version to match up with the new User_Overlay.pm. I am trying to use the "CustomizingWithOverlays" method from http://requesttracker.wikia.com/wiki/CustomizingWithOverlays I have created a new file with our changes in .../rt/local/lib/RT/User_Local.pm But when I try to startup apache and RT I receive these errors: > [Thu Jun 07 12:43:31 2012] [error] RT/User_Local.pm did not return a > true value at /opt/opt.CORE/rt-3.8.11/rhel5/bin/../lib/RT/Base.pm line > 173, line 323.\nCompilation failed in require at (eval 1323) > line 3, line 323.\n\t...propagated at > /usr/lib/perl5/5.8.8/base.pm line 85, line 323.\nBEGIN > failed--compilation aborted at > /opt/opt.CORE/rt-3.8.11/rhel5/bin/../lib/RT/CurrentUser.pm line 96, > line 323.\nCompilation failed in require at > /opt/opt.CORE/rt-3.8.11/rhel5/bin/../lib/RT.pm line 515, line > 323.\nCompilation failed in require at (eval 2) line 1, line 323.\n > [Thu Jun 07 12:43:31 2012] [error] Can't load Perl file: > /opt/opt.CORE/rt-3.8.11/rhel5/bin/webmux.pl for server rt2.rice.edu:0, > exiting... The line 173 in ../lib/RT/Base.pm is where is checking for overlays: > 166 > 167 sub _ImportOverlays { > 168 my $class = shift; > 169 my ($package,undef,undef) = caller(); > 170 $package =~ s|::|/|g; > 171 for my $type (qw(Overlay Vendor Local)) { > 172 my $filename = $package."_".$type.".pm"; > 173 eval { require $filename }; > 174 die $@ if ($@ && $@ !~ qr{^Can't locate $filename}); > 175 } Any ideas on these errors? Or can someone explain CustomizingWithOverlays in more detail or point to some examples please? Thanks -------------- next part -------------- A non-text attachment was scrubbed... Name: smcclure.vcf Type: text/x-vcard Size: 144 bytes Desc: not available URL: From trs at bestpractical.com Thu Jun 7 16:17:51 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 07 Jun 2012 16:17:51 -0400 Subject: [rt-users] Trying to use User_Local.pm and failing In-Reply-To: <4FD10845.4030608@rice.edu> References: <4FD10845.4030608@rice.edu> Message-ID: <4FD10C6F.4080007@bestpractical.com> On 06/07/2012 04:00 PM, Susan K. McClure wrote: > I have a 3.8.11 system, plus the May security patches. Since the > security patch > updated ../rt/lib/RT/User_Overlay.pm and we had already had a local change > at .../rt/local/lib/RT/User_Overlay.pm, I am trying to modify our local > version to > match up with the new User_Overlay.pm. > > I am trying to use the "CustomizingWithOverlays" method from > http://requesttracker.wikia.com/wiki/CustomizingWithOverlays > > I have created a new file with our changes in > .../rt/local/lib/RT/User_Local.pm > > But when I try to startup apache and RT I receive these errors: > >> [Thu Jun 07 12:43:31 2012] [error] RT/User_Local.pm did not return a >> true value at /opt/opt.CORE/rt-3.8.11/rhel5/bin/../lib/RT/Base.pm line >> 173, line 323.\nCompilation failed in require at (eval 1323) >> line 3, line 323.\n\t...propagated at Perl packages need to end in a true value such as "1;" Look at the last line of the Queue_Local.pm example on the wiki page you linked to. From falcone at bestpractical.com Thu Jun 7 16:35:00 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 7 Jun 2012 16:35:00 -0400 Subject: [rt-users] RT-4.0.5 : Can't do Simple Search on Articles In-Reply-To: <33973679.post@talk.nabble.com> References: <33763539.post@talk.nabble.com> <20120507214614.GG8185@jibsheet.com> <33866644.post@talk.nabble.com> <33870219.post@talk.nabble.com> <33938713.post@talk.nabble.com> <20120607023856.GD1070@jibsheet.com> <33973679.post@talk.nabble.com> Message-ID: <20120607203500.GP1070@jibsheet.com> On Wed, Jun 06, 2012 at 08:38:55PM -0700, UnixMan wrote: > > Thanks Kevin I filed a bug report. I've fixed the subject on ticket 20176 so it's easier to keep track of. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jun 7 16:47:34 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 7 Jun 2012 16:47:34 -0400 Subject: [rt-users] Disable REST API public access ? In-Reply-To: <4FD09DC1.1000505@shadowprojects.org> References: <4FD09DC1.1000505@shadowprojects.org> Message-ID: <20120607204734.GQ1070@jibsheet.com> On Thu, Jun 07, 2012 at 02:25:37PM +0200, Guillaume Hilt wrote: > Using RT 3.8.7, I'd like to disable the rest api public access so > noone external can use it. > Is it possible ? Sounds like a trivial Apache Location Allow / Deny configuration. Deny access to the REST endpoint from outside a netblock. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jun 7 16:50:50 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 7 Jun 2012 16:50:50 -0400 Subject: [rt-users] Some questions, a few oddities, and some must-haves... In-Reply-To: <4FD10729.3020601@efashionsolutions.com> References: <4FCD1A8D.4010403@efashionsolutions.com> <20120607025449.GI1070@jibsheet.com> <4FD10729.3020601@efashionsolutions.com> Message-ID: <20120607205050.GR1070@jibsheet.com> On Thu, Jun 07, 2012 at 03:55:21PM -0400, Glenn E. Sieb wrote: > On 06/06/2012 10:54 PM, Kevin Falcone wrote: > >Firefox and Chrome's spellcheckers work fine. In fact, I get the > >highlighting as I type. If that doesn't work, hold control when > >you right-click to get to your spellchecker menu. > > After being frustrated with the "will control right-click work or > not" (since it seemed it kind of worked sometimes but not most times > here), we went and replaced the ckeditor included with RT (in > /$RTHOME/share/html/NoAuth/RichText/ckeditor with a newer version > from their website (ckeditor.com). We popped in a > /$RTHOME/share/html/NoAuth/RichText/ckeditor/config.js that looks > like this: We tend to upgrade ckeditor in stable releases when there are severe bugs that it fixes. If there are bugfixes that would be useful to have, the rt bugtracker is the right place to document them. > >There were a few fixes to submenus in 4.0.6. If you have replication > >recipes for 4.0.6, please file a bug with them. > > BTW, *my* server (the screenshot with the brown background) is *my* > server. My *work* server belongs to the company I work for. They do > not replicate with one another. I merely showed them as a comparison > as to what seemed weird. I didn't say they replicated, I requested replication recipes against 4.0.6. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From smcclure at rice.edu Thu Jun 7 17:37:35 2012 From: smcclure at rice.edu (Susan K. McClure) Date: Thu, 07 Jun 2012 16:37:35 -0500 Subject: [rt-users] Trying to use User_Local.pm and failing In-Reply-To: References: <4FD10845.4030608@rice.edu> Message-ID: <4FD11F1F.3070709@rice.edu> Paul Thanks. It was that and some other syntax things in the User_Local.pm Susie -- Susan K. McClure smcclure at rice.edu 713.348.4852 From gsieb at efashionsolutions.com Thu Jun 7 17:53:24 2012 From: gsieb at efashionsolutions.com (Glenn E. Sieb) Date: Thu, 07 Jun 2012 17:53:24 -0400 Subject: [rt-users] Some questions, a few oddities, and some must-haves... In-Reply-To: <20120607205050.GR1070@jibsheet.com> References: <4FCD1A8D.4010403@efashionsolutions.com> <20120607025449.GI1070@jibsheet.com> <4FD10729.3020601@efashionsolutions.com> <20120607205050.GR1070@jibsheet.com> Message-ID: <4FD122D4.2030904@efashionsolutions.com> On 06/07/2012 04:50 PM, Kevin Falcone wrote: > We tend to upgrade ckeditor in stable releases when there are severe > bugs that it fixes. If there are bugfixes that would be useful to > have, the rt bugtracker is the right place to document them. Fair enough. Thought that if someone else on this list wanted to check out what we did, I'd post it here so it could be searched in the archives. I tried setting our changes to the config.js to the built-in ckeditor RT is using, and my ass-u-me-ption is that RT's version doesn't have the spellcheck built in since ckeditor disappears on the ticket creation/etc screens at that point. *shrug* No biggie. Popped in the new ckeditor version and nifty as nifty can be. >> BTW, *my* server (the screenshot with the brown background) is *my* >> server. My *work* server belongs to the company I work for. They do >> not replicate with one another. I merely showed them as a comparison >> as to what seemed weird. > I didn't say they replicated, I requested replication recipes against > 4.0.6. > Ok, I'm completely confuzzled by both the original statement, and this one. You want recipes for database replication? Or you wanted to know how my server(s) (personal and work) were both set up? I thought that was in the original email I sent? Personal server is on FreeBSD, work is on CentOS, etc. I think perhaps you are confusing my issue with something else..? Again, they are *separate* installs. The screenshots were just for clarification and context. I.e., "Huh. My personal server doesn't look like that.. what the heck is going on with the work server?" The fact that you're telling me that 4.0.6 fixes some issues with submenus is fine by me. I'll try and schedule a maintenance window to do the upgrade over a weekend or overnight. Thanks again, Kevin! Best, --Glenn -- Glenn E. Sieb System Administrator +1 201 809-4958 eFashionSolutions 80 Enterprise Avenue South Secaucus, NJ 07094 From al.scotto at reply.it Thu Jun 7 18:24:09 2012 From: al.scotto at reply.it (Scotto Alberto) Date: Thu, 7 Jun 2012 22:24:09 +0000 Subject: [rt-users] [SLA] Custom (and very imperfect) solution for parking stalled tickets Message-ID: Working with the SLA Extension, I came across the problem of stalled tickets: by default, there is no way to stop the "timer" for the due date when a ticket becomes stalled, as stated by the author in http://www.gossamer-threads.com/lists/rt/users/105845#105845 So I've just implemented a small customization (very imperfect indeed) and I want to share it with all of you. Feel free to contribute, and please share your improvements. First of all, a few assumptions (aka limitations): - in $RT::ServiceBusinessHours we defined only 'Default' ServiceBusinessHours - users will not modify the date fields we set, otherwise everything would screw up The idea is to move the due date forward as soon as the ticket exits the stalled status. To compute the new due date we need to know when the tickets became stalled. So, we first have to save somewhere the time when it became stalled: we temporarly save it in the Resolved attribute (very dirty, I know..!), which shouldn't be used while stalled. This solution includes two actions, two conditions, and two scrips which put everything together. Conditions, which you can easily build thanks to sbin/rt-setup-database and the ExecModule StatusChange: - on stalled - on un-stall Actions (the code is below): - Set resolved temporarly - Update due date on un-stall Scrips: - On stalled Set resolved temporarly - On un-stall Update due date I think the most important improvement would be to avoid the use of the Resolved attribute as temporary. Instead, it would be better to define a new private attribute in Ticket.pm; consequently, a new column in the DB, etc. Of course, I will appreciate any suggestions, comments, etc. Thanks AS ======== Action1. Set resolved temporarly ===== my $tkt = $self->TicketObj; my $id = $tkt->Id; my $stalled_date = RT::Date->new( $RT::SystemUser ); $stalled_date->SetToNow; my ($status, $msg) = $tkt->_Set( Field => 'Resolved', Value => $stalled_date->ISO, RecordTransaction => 0 ); unless ( $status ) { $RT::Logger->error("Unable to set Resolved date to ticket #$id: $msg"); return 0; } $RT::Logger->debug("Set Resolved date of ticket #". $id . " to ". $stalled_date->ISO); return 1; =================================== ======== Action2. Update due date on un-stall ===== my $t = $self->TicketObj; my $id = $t->Id; use Business::Hours; my $now = RT::Date->new( $RT::SystemUser ); $now->SetToNow; my $bhours = Business::Hours->new(); $bhours->business_hours( %{ $RT::ServiceBusinessHours{ 'Default' } } ); my $delta = $bhours->between($t->ResolvedObj->Unix, $now->Unix); my $new_due = $bhours->add_seconds($t->DueObj->Unix, $delta); my $due_date = RT::Date->new( $RT::SystemUser ); $due_date->Set(Format => 'unix', Value => $new_due ); # finally set new due date my ($status, $msg) = $t->_Set( Field => 'Due', Value => $due_date->ISO, RecordTransaction => 0 ); # if the two transitions (*->stalled and stalled->*) take place out of hours, # in the same interval, then $delta will be 0 if( !($t->DueObj->Diff($due_date)) ) { $RT::Logger->debug("Unable to set Due date to ticket #$id: new_due_date = old_due_date " . $due_date->ISO); } elsif ( !($status) ) { $RT::Logger->error("Unable to set Due date to ticket #$id: $msg"); return 0; } # reset Resolved date ($status, $msg) = $t->_Set( Field => 'Resolved', Value => 0, RecordTransaction => 0 ); unless ( $status ) { $RT::Logger->error("Unable to reset Resolved date to ticket #$id: $msg"); } $RT::Logger->debug("Due date updated after un-stalling ticket #". $id ); return 1; ============================== 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. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: blue.png Type: image/png Size: 2834 bytes Desc: blue.png URL: From falcone at bestpractical.com Thu Jun 7 19:40:22 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 7 Jun 2012 19:40:22 -0400 Subject: [rt-users] Some questions, a few oddities, and some must-haves... In-Reply-To: <4FD122D4.2030904@efashionsolutions.com> References: <4FCD1A8D.4010403@efashionsolutions.com> <20120607025449.GI1070@jibsheet.com> <4FD10729.3020601@efashionsolutions.com> <20120607205050.GR1070@jibsheet.com> <4FD122D4.2030904@efashionsolutions.com> Message-ID: <20120607234022.GS1070@jibsheet.com> On Thu, Jun 07, 2012 at 05:53:24PM -0400, Glenn E. Sieb wrote: > >>BTW, *my* server (the screenshot with the brown background) is *my* > >>server. My *work* server belongs to the company I work for. They do > >>not replicate with one another. I merely showed them as a comparison > >>as to what seemed weird. > >I didn't say they replicated, I requested replication recipes against > >4.0.6. > > > > Ok, I'm completely confuzzled by both the original statement, and > this one. You want recipes for database replication? Or you wanted > to know how my server(s) (personal and work) were both set up? I > thought that was in the original email I sent? Personal server is on > FreeBSD, work is on CentOS, etc. I think perhaps you are confusing > my issue with something else..? Again, they are *separate* installs. > The screenshots were just for clarification and context. I.e., "Huh. > My personal server doesn't look like that.. what the heck is going > on with the work server?" > > The fact that you're telling me that 4.0.6 fixes some issues with > submenus is fine by me. I'll try and schedule a maintenance window > to do the upgrade over a weekend or overnight. I'm asking for a replication recipe. I want to know the steps to replicate your bug. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From stuart.browne at ausregistry.com.au Fri Jun 8 03:12:53 2012 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Fri, 8 Jun 2012 17:12:53 +1000 Subject: [rt-users] TicketSQL Date parse weird.. In-Reply-To: References: <8CEF048B9EC83748B1517DC64EA130FB729C7E8097@off-win2003-01.ausregistrygroup.local> <20120607030001.GJ1070@jibsheet.com> <8CEF048B9EC83748B1517DC64EA130FB729C7E862A@off-win2003-01.ausregistrygroup.local> Message-ID: <8CEF048B9EC83748B1517DC64EA130FB729C7E88EE@off-win2003-01.ausregistrygroup.local> > > > > > > Using either 'user' or 'server' as the timezone I get the same result > but I'm probably missing something here for the fixed-date (I can accept > that the date might be being modified elsewhere I'm yet to find), but the > 'tomrorow 10am' shouldn't be a full day off. ?So the adding of the > timezone offset before Time::ParsEdate::parsedate then removing it again > appears to be causing the issue here; pushing today past the end of the > day boundary. > > > > I can believe it's wrong. Time::ParseDate can do timezones, but > timezones support is very limited, so we do our timezones after > parsing in UTC. Understandably 'tomorrow 10am' in london while you're > somewhere else is completely different thing. > > We do some compensation in NOW argument and in theory it should work. > Are you on the latest version of the module? > > Never noticed before that ZONE argument can take whatever TZ > environment variable can take. May be attached patch will just work. > Have not tested it. Applies cleanly to 3.8 and 4.0. > > > I'll try this routine tomorrow morning (before 10am) to see if it shows > the right thing, then try to figure out a way to get it to return the same > result for the two RT::Date outputs. Ruslan, I?m using RT 3.8.8 at the moment. did some tests this morning (before the 10-hour's from UTC) and all the times aligned. With your patch, the worded time was off by TZ: # # BEFORE 10AM # # # Before patch # [bekar at psg-apps tmp]$ ./test.pl current time() output: 1339111474 fixed-date Time::ParseDate: 1339200000 tomorrow 10am Time::ParseDate: 1339200000 fixed-date RT::Date output: 1339200000 tomorrow 10am RT::Date output: 1339200000 timezone according to RT::Date: 36000 timezone according to RT::Date: 36000 # # After patch # [bekar at psg-apps tmp]$ ./test.pl current time() output: 1339111434 fixed-date Time::ParseDate: 1339200000 tomorrow 10am Time::ParseDate: 1339200000 fixed-date RT::Date output: 1339200000 tomorrow 10am RT::Date output: 1339236000 timezone according to RT::Date: 36000 timezone according to RT::Date: 36000 This was fine all the way until there was TZ seconds until the end of the day (after 14:00 for me). Results from that period: # # After 14:00 # # # Before Patch # [bekar at psg-apps tmp]$ ./test.pl current time() output: 1339128542 fixed-date Time::ParseDate: 1339200000 tomorrow 10am Time::ParseDate: 1339200000 fixed-date RT::Date output: 1339200000 tomorrow 10am RT::Date output: 1339286400 timezone according to RT::Date: 36000 timezone according to RT::Date: 36000 # # After Patch # [bekar at psg-apps tmp]$ ./test.pl current time() output: 1339128507 fixed-date Time::ParseDate: 1339200000 tomorrow 10am Time::ParseDate: 1339200000 fixed-date RT::Date output: 1339200000 tomorrow 10am RT::Date output: 1339236000 timezone according to RT::Date: 36000 timezone according to RT::Date: 36000 So the un-patched is definitely wrong. The patched is more consistent but sadly still wrong. Perhaps putting the removal of TZ back in to get the expected result more consistently: # # Additional line # [bekar at psg-apps tmp]$ ./test.pl current time() output: 1339139429 fixed-date Time::ParseDate: 1339200000 tomorrow 10am Time::ParseDate: 1339200000 fixed-date RT::Date output: 1339200000 tomorrow 10am RT::Date output: 1339200000 timezone according to RT::Date: 36000 timezone according to RT::Date: 36000 Coming up to a public holiday here so I won't be in a position to do any testing until Tue/Wed next week. I'll try it again before 10-am to see if I get a consistent result. Stuart -------------- next part -------------- A non-text attachment was scrubbed... Name: alternate-date.patch Type: application/octet-stream Size: 1083 bytes Desc: alternate-date.patch URL: From kamil at nvt.pl Fri Jun 8 03:45:33 2012 From: kamil at nvt.pl (Kamil Gmyrek) Date: Fri, 08 Jun 2012 09:45:33 +0200 Subject: [rt-users] Modify AutoOpen script Message-ID: <4FD1AD9D.9090504@nvt.pl> Hello, I want to modify the On Correspond Open Tickets acript not to change ticket status when it is set to my custom status "in progress" How can I do that? I've tried to edit /usr/share/request-tracker4/lib/RT/Action/AutoOpen.pm but faild. Any hints? -- Kamil Gmyrek New Vision From ghilt at shadowprojects.org Fri Jun 8 04:06:45 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Fri, 08 Jun 2012 10:06:45 +0200 Subject: [rt-users] Disable REST API public access ? In-Reply-To: <20120607204734.GQ1070@jibsheet.com> References: <4FD09DC1.1000505@shadowprojects.org> <20120607204734.GQ1070@jibsheet.com> Message-ID: <4FD1B295.5010703@shadowprojects.org> Yeah, I thought about it this night ... A simple htaccess will do the trick. Thanks. Guillaume Hilt Le 07/06/2012 22:47, Kevin Falcone a ?crit : > On Thu, Jun 07, 2012 at 02:25:37PM +0200, Guillaume Hilt wrote: >> Using RT 3.8.7, I'd like to disable the rest api public access so >> noone external can use it. >> Is it possible ? > Sounds like a trivial Apache Location Allow / Deny configuration. > Deny access to the REST endpoint from outside a netblock. > > -kevin From natxo.asenjo at gmail.com Fri Jun 8 10:20:59 2012 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Fri, 8 Jun 2012 16:20:59 +0200 Subject: [rt-users] perlbrew/cpanm installation on centos 6 Message-ID: hi, In a test environment I have installed rt 4.0.6 with a local Perl (5.14.2) from perlbrew. Installing the dependencies with cpanm was a breeze, I must say, impressive. My problem is how to get this rt which starts perfectly from /opt/rt4/sbin/rt-server running with apache2 on centos6. If I install mod_perl, rt4 will not start because it tries to use the system Perl, and that will not work because of all the missing dependencies. If I try mod_fastcgi with the configuration on the web_deployment.pod I get errors (selinux is disabled): (13)Permission denied: FastCGI: failed to connect to server "/opt/rt4/sbin/rt-server.fcgi": Right now I got it working from a reverse proxy with mod_proxy starting the webserver on port 8000 with Starman. I get warnings: [Fri Jun 8 14:10:59 2012] [warning]: The actual HTTP_HOST (127.0.0.1) does NOT match the configured WebDomain (host.domain.tld). Perhaps you should Set($WebDomain, '127.0.0.1'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1098) The mod_proxy way looks promissing, but is it a correct way? Is anyone else running rt from a non system Perl and apache2 in rhel/centos? -- Groeten, natxo -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsieb at efashionsolutions.com Fri Jun 8 10:57:50 2012 From: gsieb at efashionsolutions.com (Glenn E. Sieb) Date: Fri, 08 Jun 2012 10:57:50 -0400 Subject: [rt-users] Some questions, a few oddities, and some must-haves... In-Reply-To: <20120607234022.GS1070@jibsheet.com> References: <4FCD1A8D.4010403@efashionsolutions.com> <20120607025449.GI1070@jibsheet.com> <4FD10729.3020601@efashionsolutions.com> <20120607205050.GR1070@jibsheet.com> <4FD122D4.2030904@efashionsolutions.com> <20120607234022.GS1070@jibsheet.com> Message-ID: <4FD212EE.2060507@efashionsolutions.com> On 06/07/2012 07:40 PM, Kevin Falcone wrote: > I'm asking for a replication recipe. I want to know the steps to > replicate your bug. -kevin LMAO! :-D Gotcha.. when *I* hear "replication" I hear "MySQL" or "HA".. obviously not what you meant! :-) Well on $WORK's server (CentOS 6.2), I did a bunch of "yum whatprovides" to install the packages for RT, and installed them using "yum install." Ran the usual configure/make testdeps (and anything missing, again, installed via yum)/make install bits. Here is the list of perl's packages RT shows in the configuration page (minus the paths): Apache::Session 1.86 Apache::Session::Generate::MD5 2.1 Apache::Session::Lock::MySQL 1.01 Apache::Session::MySQL 1.01 Apache::Session::Serialize::Storable 1.01 Apache::Session::Store::DBI 1.02 Apache::Session::Store::MySQL 1.04 AutoLoader 5.60 B 1.09_01 base 2.07 bytes 1.02 Cache::Simple::TimedExpiry 0.27 capitalization 0.03 Carp 1.04 CGI 3.59 CGI::Cookie 1.30 CGI::Emulate::PSGI 0.14 CGI::PSGI 0.15 CGI::Util 3.53 Class::Accessor 0.34 Class::Accessor::Fast 0.34 Class::Container 0.12 Class::Data::Inheritable 0.06 Class::Inspector 1.17 Class::ReturnValue 0.55 Clone 0.27 constant 1.05 Convert::ASN1 0.22 CSS::Squish 0.07 Cwd 3.33 Data::Dumper 2.131 Data::OptList 0.107 Date::Format 2.22 Date::Parse 2.27 DateTime 0.41 DateTime::Locale 0.45 DateTime::Set 0.31 DateTime::TimeZone 0.67 DateTime::TimeZone::Floating 0.01 DateTime::TimeZone::Local 0.01 DateTime::TimeZone::OffsetOnly 0.02 DateTime::TimeZone::UTC 0.01 DBD::mysql 3.0007 DBI 1.52 DBIx::SearchBuilder 1.62 DBIx::SearchBuilder::Union 0 DBIx::SearchBuilder::Unique 0.01 Devel::GlobalDestruction 0.04 Devel::StackTrace 1.27 Devel::StackTrace::Frame 1.27 Devel::Symdump 2.08 Digest::base 1.00 Digest::MD5 2.36 Digest::SHA 5.71 DynaLoader 1.05 Email::Address 1.888 Encode 2.44 Encode::Alias 2.15 Encode::Byte 2.04 Encode::Config 2.05 Encode::Encoding 2.05 Encode::Guess 2.05 Encode::Unicode 2.07 Errno 1.0901 Exception::Class 1.23 Exception::Class::Base 1.2 Exporter 5.58 Exporter::Heavy 5.58 FCGI 0.67 Fcntl 1.05 File::Basename 2.74 File::Glob 1.05 File::Path 2.08 File::ShareDir 1.00 File::Spec 3.33 File::Spec::Unix 3.33 File::Temp 0.22 FileHandle 2.01 GD 2.35 GD::Image 2.27 Getopt::Long 2.35 GraphViz 2.02 Hash::MultiValue 0.12 HTML::Element 3.23 HTML::Entities 1.35 HTML::Formatter 2.04 HTML::FormatText 2.04 HTML::Mason 1.48 HTML::Mason::CGIHandler 1.00 HTML::Mason::Exception 1.1 HTML::Mason::Exception::Abort 1.1 HTML::Mason::Exception::Compilation 1.1 HTML::Mason::Exception::Compilation::IncompatibleCompiler 1.1 HTML::Mason::Exception::Compiler 1.1 HTML::Mason::Exception::Decline 1.1 HTML::Mason::Exception::Params 1.1 HTML::Mason::Exception::Syntax 1.1 HTML::Mason::Exception::System 1.1 HTML::Mason::Exception::TopLevelNotFound 1.1 HTML::Mason::Exception::VirtualMethod 1.1 HTML::Mason::Exceptions 1.43 HTML::Mason::PSGIHandler 0.52 HTML::Mason::PSGIHandler::Streamy 0.52 HTML::Mason::Request::PSGI 0.52 HTML::Parser 3.55 HTML::Scrubber 0.08 HTML::Tagset 3.10 HTML::TreeBuilder 3.23 HTTP::Body 1.15 HTTP::Body::MultiPart 1.15 HTTP::Body::OctetStream 1.15 HTTP::Body::UrlEncoded 1.15 HTTP::Body::XForms 1.15 HTTP::Body::XFormsMultipart 1.15 HTTP::Date 6.02 HTTP::Headers 6.00 HTTP::Message 6.03 HTTP::Request 6.00 HTTP::Response 6.03 HTTP::Status 6.03 I18N::LangTags 0.35 I18N::LangTags::Detect 1.03 integer 1.00 IO 1.25 IO::File 1.14 IO::Handle 1.28 IO::Seekable 1.1 IO::Select 1.17 IO::Socket 1.31 IO::Socket::INET 1.31 IO::Socket::UNIX 1.23 IPC::Open2 1.02 IPC::Open3 1.02 IPC::Run 0.80 JSON 2.17 JSON::PP 2.27200 JSON::PP::IncrParser 1.01 List::MoreUtils 0.22 List::Util 1.21 Locale::Maketext 1.09 Locale::Maketext::Fuzzy 0.10 Locale::Maketext::Lexicon 0.62 Locale::Maketext::Lexicon::Gettext 0.15 Log::Any 0.14 Log::Any::Adapter::Null 0.14 Log::Dispatch 2.29 Log::Dispatch::Base 2.29 Log::Dispatch::Output 2.29 Log::Dispatch::Screen 2.29 Log::Dispatch::Syslog 2.29 LWP 6.04 LWP::Protocol 6.00 LWP::UserAgent 6.04 Mail::Address 1.77 Mail::Field 1.77 Mail::Field::AddrList 1.77 Mail::Field::Date 1.77 Mail::Header 1.77 Mail::Internet 1.77 Mail::Mailer 1.77 Math::BigInt 1.997 Math::BigInt::Calc 1.997 MIME::Base64 3.07 MIME::Body 5.502 MIME::Decoder 5.502 MIME::Decoder::Binary 5.502 MIME::Decoder::NBit 5.502 MIME::Decoder::QuotedPrint 5.502 MIME::Entity 5.502 MIME::Field::ContDisp 5.502 MIME::Field::ConTraEnc 5.502 MIME::Field::ContType 5.502 MIME::Field::ParamVal 5.502 MIME::Head 5.502 MIME::Parser 5.502 MIME::QuotedPrint 3.07 MIME::Tools 5.502 MIME::Words 5.502 Module::Versions::Report 1.06 Net::CIDR 0.13 Net::LDAP 0.44 Net::LDAP::ASN 0.08 Net::LDAP::Bind 1.03 Net::LDAP::Constant 0.14 Net::LDAP::Entry 0.24 Net::LDAP::Filter 0.16 Net::LDAP::Intermediate 0.02 Net::LDAP::Message 1.11 Net::LDAP::Search 0.13 Net::LDAP::Util 0.12 overload 1.04 Params::Util 1.00 Params::Validate 0.88 parent 0.225 PerlIO 1.04 PerlIO::scalar 0.04 Plack::Request 0.9986 Plack::Response 0.9986 POSIX 1.09 re 0.05 Regexp::Common 2.120 Regexp::Common::_support 2.101 Regexp::Common::balanced 2.101 Regexp::Common::CC 2.100 Regexp::Common::comment 2.116 Regexp::Common::delimited 2.104 Regexp::Common::lingua 2.105 Regexp::Common::list 2.103 Regexp::Common::net 2.105 Regexp::Common::net::CIDR 0.02 Regexp::Common::number 2.108 Regexp::Common::profanity 2.104 Regexp::Common::SEN 2.102 Regexp::Common::URI 2.108 Regexp::Common::URI::fax 2.100 Regexp::Common::URI::file 2.100 Regexp::Common::URI::ftp 2.101 Regexp::Common::URI::gopher 2.100 Regexp::Common::URI::http 2.101 Regexp::Common::URI::news 2.100 Regexp::Common::URI::pop 2.100 Regexp::Common::URI::prospero 2.100 Regexp::Common::URI::RFC1035 2.100 Regexp::Common::URI::RFC1738 2.104 Regexp::Common::URI::RFC1808 2.100 Regexp::Common::URI::RFC2384 2.102 Regexp::Common::URI::RFC2396 2.100 Regexp::Common::URI::RFC2806 2.100 Regexp::Common::URI::tel 2.100 Regexp::Common::URI::telnet 2.100 Regexp::Common::URI::tv 2.100 Regexp::Common::URI::wais 2.100 Regexp::Common::whitespace 2.103 Regexp::Common::zip 2.112 Regexp::IPv6 0.03 RT 4.0.5 RT::Authen::ExternalAuth 0.10 RT::Extension::Gravatar 0.03 RT::Extension::MandatorySubject 0.05 RT::Interface::Email 2 RT::Interface::Web::Request 0.30 RTx::Calendar 0.14 RTx::WorkflowBuilder 1.02 Scalar::Util 1.21 SelectSaver 1.01 Set::Infinite 0.65 Socket 1.78 Storable 2.15 strict 1.03 Sub::Exporter 0.982 Sub::Install 0.926 Symbol 1.06 Sys::Syslog 0.29 Text::Password::Pronounceable 0.30 Text::Template 1.44 Text::Wrapper 1.01 Tie::Hash 1.02 Time::HiRes 1.9717 Time::JulianDay 2003.1125 Time::Local 1.2000 Time::ParseDate 2003.1126 Time::Timezone 2003.0211 Time::Zone 2.22 Try::Tiny 0.11 UNIVERSAL 1.01 UNIVERSAL::require 0.11 URI 1.60 URI::_punycode 0.04 URI::Escape 3.31 URI::file 4.21 utf8 1.06 vars 1.01 warnings 1.05 warnings::register 1.01 XSLoader 0.06 That all said, Apache/2.2.3: Compiled in modules: core.c prefork.c http_core.c mod_so.c Loaded Modules: core_module (static) mpm_prefork_module (static) http_module (static) so_module (static) auth_basic_module (shared) authn_file_module (shared) authz_host_module (shared) authz_user_module (shared) authz_owner_module (shared) authz_groupfile_module (shared) authz_dbm_module (shared) authz_default_module (shared) ldap_module (shared) authnz_ldap_module (shared) log_config_module (shared) env_module (shared) mime_magic_module (shared) setenvif_module (shared) mime_module (shared) dav_module (shared) status_module (shared) autoindex_module (shared) dav_fs_module (shared) vhost_alias_module (shared) negotiation_module (shared) dir_module (shared) alias_module (shared) rewrite_module (shared) proxy_module (shared) cgi_module (shared) fcgid_module (shared) extract_forwarded_module (shared) security2_module (shared) unique_id_module (shared) php5_module (shared) dav_svn_module (shared) authz_svn_module (shared) Syntax OK mysql Ver 14.14 Distrib 5.5.21, for Linux (i686) using readline 5.1 Let me know if you need any other info. I'm planning on doing the update to 4.0.6 probably this Sunday. The setup is a loadbalancer, hitting the same NFS cluster, hitting a MySQL master/slave setup. As far as functionality (tickets/etc), RT is working splendidly, as it always does. It was just the menu and search stuff that was disconcerting. Thanks, again, Kevin! Best, --Glenn -- Glenn E. Sieb System Administrator +1 201 809-4958 eFashionSolutions 80 Enterprise Avenue South Secaucus, NJ 07094 From trs at bestpractical.com Fri Jun 8 11:34:57 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 08 Jun 2012 11:34:57 -0400 Subject: [rt-users] perlbrew/cpanm installation on centos 6 In-Reply-To: References: Message-ID: <4FD21BA1.8050405@bestpractical.com> On 06/08/2012 10:20 AM, Natxo Asenjo wrote: > In a test environment I have installed rt 4.0.6 with a local Perl > (5.14.2) from perlbrew. Installing the dependencies with cpanm was a > breeze, I must say, impressive. Yep, I wish more folks used this setup. It's never resulted in dependency hell for me. > If I try mod_fastcgi with the configuration on the web_deployment.pod I > get errors (selinux is disabled): > > (13)Permission denied: FastCGI: failed to connect to server > "/opt/rt4/sbin/rt-server.fcgi": So, did you try to fix the permissions? I suspect it's as simple as the user apache is running as can't read/execute rt-server.fcgi and the whole directory tree above it. You may need to change the group on files. To do that easily, re-run ./configure from the source tarball with the appropriate --with-web-user and/or --with-web-group options and then run make install again. You can find your original configure options at the top of /opt/rt4/etc/RT_Config.pm. SELinux makes things slightly harder and more frustrating, though still possible of course, but it's disabled, so you don't have to worry about that. > The mod_proxy way looks promissing, but is it a correct way? Is anyone > else running rt from a non system Perl and apache2 in rhel/centos? Reverse proxying is certainly an option, but apache + fastcgi is a very very common setup that works solidly. Thomas From mmcgrath at carthage.edu Fri Jun 8 11:51:47 2012 From: mmcgrath at carthage.edu (Max McGrath) Date: Fri, 8 Jun 2012 10:51:47 -0500 Subject: [rt-users] Permissions in RT 4.0.6 Message-ID: Hi All - Looking at the new permissions (rights) screen in 4.0.6 and it looks really good! Although it has me a little confused. It looks like on any rights page i see "General Rights", "Rights for Staff", and "Rights for Administrators". What deems someone "staff" and/or "administrators" and who does "General rights" get applies to? Thanks! -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Jun 8 12:57:58 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 8 Jun 2012 20:57:58 +0400 Subject: [rt-users] Permissions in RT 4.0.6 In-Reply-To: References: Message-ID: On Fri, Jun 8, 2012 at 7:51 PM, Max McGrath wrote: > Hi All - > > Looking at the new permissions (rights) screen in 4.0.6 and it looks really > good! ?Although it has me a little confused. ?It looks like on any rights > page i see "General Rights", "Rights for Staff", and "Rights for > Administrators". ?What deems someone "staff" and/or "administrators" and who > does "General rights" get applies to? These are just grouping of the rights into groups. Rights usually granted to Staff, to administrators and rights general enough to be granted to anybody. > Thanks! > -- > Max McGrath > Network Administrator > Carthage College > 262-552-5512 > mmcgrath at carthage.edu -- Best regards, Ruslan. From natxo.asenjo at gmail.com Fri Jun 8 16:07:16 2012 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Fri, 8 Jun 2012 22:07:16 +0200 Subject: [rt-users] perlbrew/cpanm installation on centos 6 In-Reply-To: <4FD21BA1.8050405@bestpractical.com> References: <4FD21BA1.8050405@bestpractical.com> Message-ID: On Fri, Jun 8, 2012 at 5:34 PM, Thomas Sibley wrote: > > On 06/08/2012 10:20 AM, Natxo Asenjo wrote: > > If I try mod_fastcgi with the configuration on the web_deployment.pod I > > get errors (selinux is disabled): > > > > (13)Permission denied: FastCGI: failed to connect to server > > "/opt/rt4/sbin/rt-server.fcgi": > > So, did you try to fix the permissions? I suspect it's as simple as the > user apache is running as can't read/execute rt-server.fcgi and the > whole directory tree above it. You may need to change the group on files. > > To do that easily, re-run ./configure from the source tarball with the > appropriate --with-web-user and/or --with-web-group options and then run > make install again. You can find your original configure options at the > top of /opt/rt4/etc/RT_Config.pm. > these are the permissions in /opt/rt4/sbin: ls -l /opt/rt4/sbin/ total 216 -rwxr-xr-x. 1 root apache 3690 Jun 8 21:11 rt-attributes-viewer -rwxr-xr-x. 1 root apache 5511 Jun 8 21:11 rt-clean-sessions -rwxr-xr-x. 1 root apache 7816 Jun 8 21:11 rt-dump-metadata -rwxr-xr-x. 1 root apache 4966 Jun 8 21:11 rt-email-dashboards -rwxr-xr-x. 1 root apache 11886 Jun 8 21:11 rt-email-digest -rwxr-xr-x. 1 root apache 13054 Jun 8 21:11 rt-email-group-admin -rwxr-xr-x. 1 root apache 11797 Jun 8 21:11 rt-fulltext-indexer -rwxr-xr-x. 1 root apache 4664 Jun 8 21:11 rt-preferences-viewer -rwxr-xr-x. 1 root apache 8032 Jun 8 21:11 rt-server -rwxr-xr-x. 1 root apache 8032 Jun 8 21:11 rt-server.fcgi -rwxr-xr-x. 1 root apache 3684 Jun 8 21:11 rt-session-viewer -rwxr-xr-x. 1 root apache 17612 Jun 8 21:11 rt-setup-database -rwxr-xr-x. 1 root apache 20761 Jun 8 21:11 rt-setup-fulltext-index -rwxr-xr-x. 1 root apache 8439 Jun 8 21:11 rt-shredder -rwxr-xr-x. 1 root apache 15790 Jun 8 21:11 rt-test-dependencies -rwxr-xr-x. 1 root apache 38439 Jun 8 21:11 rt-validator -rwxr-xr-x. 1 root apache 8032 Jun 8 21:11 standalone_httpd This is my ./configure incantation: # $ ./configure --with-db-type=Pg --with-db-host=host.domain.tld --with-db-rt-pass=password --with-web-user=apache --with-web-group=apache --with-apachectl=/usr/sbin/apachectl --with-web-handler=fastcgi My rt.conf apache virtual host config: FastCgiServer /opt/rt4/sbin/rt-server -processes 5 -idle-timeout 300 ServerName rt.domain.tld ### Optional apache logs for RT # Ensure that your log rotation scripts know about these files ErrorLog /opt/rt4/var/log/apache2.error TransferLog /opt/rt4/var/log/apache2.access LogLevel debug AddDefaultCharset UTF-8 Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ DocumentRoot "/opt/rt4/share/html" Order allow,deny Allow from all Options +ExecCGI AddHandler fastcgi-script fcgi In the apache error log I get plenty of these: Fri Jun 08 22:01:02 2012] [crit] (13)Permission denied: FastCGI: can't create server "/opt/rt4/sbin/rt-server": bind() failed [/etc/httpd/logs/fastcgi/5ca4b3adecea1bd2fa8ffd8f7584ca93] [Fri Jun 08 22:01:03 2012] [crit] (13)Permission denied: FastCGI: can't create server "/opt/rt4/sbin/rt-server": bind() failed [/etc/httpd/logs/fastcgi/5ca4b3adecea1bd2fa8ffd8f7584ca93] in the /opt/rt4/var/log/apache2.error Fri Jun 08 21:58:29 2012] [alert] [client 192.168.0.21] (13)Permission denied: FastCGI: failed to connect to (dynamic) server "/opt/rt4/sbin/rt-server.fcgi": something is seriously wrong, any chance the socket/named_pipe directory was removed?, see the FastCgiIpcDir directive [Fri Jun 08 21:58:29 2012] [error] [client 192.168.0.21] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt4/sbin/rt-server.fcgi" I am afraid my fastcgi fu is close to zero. Learning as I go. If any one can shed light on this, that would be great. TIA. -- groet, natxo -------------- next part -------------- An HTML attachment was scrubbed... URL: From natxo.asenjo at gmail.com Fri Jun 8 16:39:35 2012 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Fri, 8 Jun 2012 22:39:35 +0200 Subject: [rt-users] perlbrew/cpanm installation on centos 6 In-Reply-To: References: <4FD21BA1.8050405@bestpractical.com> Message-ID: On Fri, Jun 8, 2012 at 10:07 PM, Natxo Asenjo wrote: > Fri Jun 08 21:58:29 2012] [alert] [client 192.168.0.21] (13)Permission > denied: FastCGI: failed to connect to (dynamic) server > "/opt/rt4/sbin/rt-server.fcgi": something is seriously wrong, any chance > the socket/named_pipe directory was removed?, see the FastCgiIpcDir > directive > [Fri Jun 08 21:58:29 2012] [error] [client 192.168.0.21] FastCGI: > incomplete headers (0 bytes) received from server > "/opt/rt4/sbin/rt-server.fcgi" > If I define the FastCgiDir directive and chmod -R 777 that directory, then it works: FastCgiIpcDir /var/www/html/fastcgi-rt/ If this directory is apache:apache 770, it doesn't work. It bloks th best practical logo too: [Fri Jun 08 22:33:14 2012] [error] [client 192.168.0.160] FastCGI: invalid (dynamic) server "/opt/rt4/share/html/NoAuth/images/jquery_ui/ui-bg_flat_75_ffffff_40x100.png": access for server (uid 48, gid 48) not allowed: execute not allowed, referer: http://rt.ipa.asenjo.nx/ [Fri Jun 08 22:34:34 2012] [error] [client 192.168.0.21] FastCGI: invalid (dynamic) server "/opt/rt4/share/html/NoAuth/images/bpslogo.png": access for server (uid 48, gid 48) not allowed: execute not allowed, referer: http://rt.ipa.asenjo.nx/ Quite weird. -- natxo -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Jun 8 18:57:57 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 8 Jun 2012 18:57:57 -0400 Subject: [rt-users] perlbrew/cpanm installation on centos 6 In-Reply-To: References: <4FD21BA1.8050405@bestpractical.com> Message-ID: <20120608225757.GT1070@jibsheet.com> On Fri, Jun 08, 2012 at 10:07:16PM +0200, Natxo Asenjo wrote: > On Fri, Jun 8, 2012 at 5:34 PM, Thomas Sibley wrote: > > My rt.conf apache virtual host config: > > FastCgiServer /opt/rt4/sbin/rt-server -processes 5 -idle-timeout 300 > > > ServerName rt.domain.tld > ### Optional apache logs for RT > # Ensure that your log rotation scripts know about these files > ErrorLog /opt/rt4/var/log/apache2.error > TransferLog /opt/rt4/var/log/apache2.access > LogLevel debug > > AddDefaultCharset UTF-8 > > Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ > ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ > > DocumentRoot "/opt/rt4/share/html" > > Order allow,deny > Allow from all > > Options +ExecCGI > AddHandler fastcgi-script fcgi > > > Your FastCgiServer line looks different from the one in docs/web_deployment.pod. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jun 8 19:00:02 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 8 Jun 2012 19:00:02 -0400 Subject: [rt-users] Some questions, a few oddities, and some must-haves... In-Reply-To: <4FD212EE.2060507@efashionsolutions.com> References: <4FCD1A8D.4010403@efashionsolutions.com> <20120607025449.GI1070@jibsheet.com> <4FD10729.3020601@efashionsolutions.com> <20120607205050.GR1070@jibsheet.com> <4FD122D4.2030904@efashionsolutions.com> <20120607234022.GS1070@jibsheet.com> <4FD212EE.2060507@efashionsolutions.com> Message-ID: <20120608230002.GU1070@jibsheet.com> On Fri, Jun 08, 2012 at 10:57:50AM -0400, Glenn E. Sieb wrote: > On 06/07/2012 07:40 PM, Kevin Falcone wrote: > >I'm asking for a replication recipe. I want to know the steps to > >replicate your bug. -kevin > > LMAO! :-D Gotcha.. when *I* hear "replication" I hear "MySQL" or > "HA".. obviously not what you meant! :-) Sorry, a replication recipe for a bug is "Go to this URL, click like this, enter this value, you'll see the following". The sort of thing you'd stick in a bug if you were writing something for http://bestpractical.com/rt/issues.html I assume a bug like missing menus isn't tied to your configuration or build process, so they're not relevant in a first pass. If people can't replicate the bug using your instructions, then we might have to move into build specifics. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From natxo.asenjo at gmail.com Sat Jun 9 02:17:41 2012 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Sat, 9 Jun 2012 08:17:41 +0200 Subject: [rt-users] perlbrew/cpanm installation on centos 6 In-Reply-To: <20120608225757.GT1070@jibsheet.com> References: <4FD21BA1.8050405@bestpractical.com> <20120608225757.GT1070@jibsheet.com> Message-ID: On Sat, Jun 9, 2012 at 12:57 AM, Kevin Falcone wrote: > On Fri, Jun 08, 2012 at 10:07:16PM +0200, Natxo Asenjo wrote: > > On Fri, Jun 8, 2012 at 5:34 PM, Thomas Sibley > wrote: > > > > My rt.conf apache virtual host config: > > > > FastCgiServer /opt/rt4/sbin/rt-server -processes 5 -idle-timeout 300 > > > > > > ServerName rt.domain.tld > > ### Optional apache logs for RT > > # Ensure that your log rotation scripts know about these files > > ErrorLog /opt/rt4/var/log/apache2.error > > TransferLog /opt/rt4/var/log/apache2.access > > LogLevel debug > > > > AddDefaultCharset UTF-8 > > > > Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ > > ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ > > > > DocumentRoot "/opt/rt4/share/html" > > > > Order allow,deny > > Allow from all > > > > Options +ExecCGI > > AddHandler fastcgi-script fcgi > > > > > > > > Your FastCgiServer line looks different from the one in > docs/web_deployment.pod. > > you are right, I had bee trying stuff and forgotten to set it back: FastCgiIpcDir /var/www/html/fastcgi-rt/ FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 SetHandler fastcgi-script ServerName rt.ipa.asenjo.nx ### Optional apache logs for RT # Ensure that your log rotation scripts know about these files ErrorLog /opt/rt4/var/log/apache2.error TransferLog /opt/rt4/var/log/apache2.access LogLevel debug AddDefaultCharset UTF-8 Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ DocumentRoot "/opt/rt4/share/html" Order allow,deny Allow from all Options +ExecCGI AddHandler fastcgi-script fcgi If I do not set the FastCgiIpcDir directive it does not work at all. Without FastCgiIpcDir: /opt/rt4/var/log/apache2.error: [Sat Jun 09 08:12:34 2012] [error] [client 192.168.0.160] (13)Permission denied: FastCGI: failed to connect to server "/opt/rt4/sbin/rt-server.fcgi": connect() failed [Sat Jun 09 08:12:34 2012] [error] [client 192.168.0.160] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt4/sbin/rt-server.fcgi" /var/log/httpd/error.log [Sat Jun 09 08:13:29 2012] [crit] (13)Permission denied: FastCGI: can't create server "/opt/rt4/sbin/rt-server.fcgi": bind() failed [/etc/httpd/logs/fastcgi/f758b05f8779532382e3166ad1890013] [Sat Jun 09 08:13:30 2012] [crit] (13)Permission denied: FastCGI: can't create server "/opt/rt4/sbin/rt-server.fcgi": bind() failed [/etc/httpd/logs/fastcgi/f758b05f8779532382e3166ad1890013] With FastCgiIpcDir *and* the dir with permissions 777, it works blocking some images: [Sat Jun 09 08:15:28 2012] [error] [client 192.168.0.160] FastCGI: invalid (dynamic) server "/opt/rt4/share/html/NoAuth/images/bpslogo.png": access for server (uid -1, gid -1) not allowed: execute not allowed, referer: http://rt.ipa.asenjo.nx/ [Sat Jun 09 08:15:28 2012] [error] [client 192.168.0.160] FastCGI: invalid (dynamic) server "/opt/rt4/share/html/NoAuth/images/bpslogo.png": access for server (uid -1, gid -1) not allowed: execute not allowed, referer: http://rt.ipa.asenjo.nx/ If the FastCgiIpcDir has perms 770 for apache:apache , it does not work. Is this normal behaviour? Thanks for your help. -- natxo -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From natxo.asenjo at gmail.com Sat Jun 9 02:26:02 2012 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Sat, 9 Jun 2012 08:26:02 +0200 Subject: [rt-users] perlbrew/cpanm installation on centos 6 In-Reply-To: References: <4FD21BA1.8050405@bestpractical.com> <20120608225757.GT1070@jibsheet.com> Message-ID: On Sat, Jun 9, 2012 at 8:17 AM, Natxo Asenjo wrote: > > With FastCgiIpcDir *and* the dir with permissions 777, it works blocking > some images: > > [Sat Jun 09 08:15:28 2012] [error] [client 192.168.0.160] FastCGI: invalid > (dynamic) server "/opt/rt4/share/html/NoAuth/images/bpslogo.png": access > for server (uid -1, gid -1) not allowed: execute not allowed, referer: > http://rt.ipa.asenjo.nx/ > [Sat Jun 09 08:15:28 2012] [error] [client 192.168.0.160] FastCGI: invalid > (dynamic) server "/opt/rt4/share/html/NoAuth/images/bpslogo.png": access > for server (uid -1, gid -1) not allowed: execute not allowed, referer: > http://rt.ipa.asenjo.nx/ > > If the FastCgiIpcDir has perms 770 for apache:apache , it does not work. > by the way, the permissions for those images are: ls -l /opt/rt4/share/html/NoAuth/images/ total 40 -rw-r--r--. 1 root bin 334 Jun 8 21:11 autohandler -rw-r--r--. 1 root bin 3929 Jun 8 21:11 bpslogo.png drwxr-xr-x. 2 root bin 4096 Jun 8 21:11 css -rw-r--r--. 1 root bin 914 Jun 8 21:11 empty_star.gif drwxr-xr-x. 2 root bin 4096 Jun 8 21:11 farbtastic -rw-r--r--. 1 root bin 335 Jun 8 21:11 favicon.png drwxr-xr-x. 2 root bin 4096 Jun 8 21:11 jquery_ui -rw-r--r--. 1 root bin 161 Jun 8 21:11 star.gif drwxr-xr-x. 2 root bin 4096 Jun 8 21:11 tablesorter -rw-r--r--. 1 root bin 81 Jun 8 21:11 test.png So they are world readable and still being blocked. Perhaps they should be owned by apache? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Sat Jun 9 04:52:25 2012 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 9 Jun 2012 12:52:25 +0400 Subject: [rt-users] Modify AutoOpen script In-Reply-To: <4FD1AD9D.9090504@nvt.pl> References: <4FD1AD9D.9090504@nvt.pl> Message-ID: Failed how? What have you tried? You are in right direction. You can use custom condition instead of modifying action. Ruslan from phone. 08.06.2012 11:46 ???????????? "Kamil Gmyrek" ???????: > Hello, > I want to modify the On Correspond Open Tickets acript not to change > ticket status when it is set to my custom status "in progress" > > How can I do that? I've tried to edit /usr/share/request-tracker4/**lib/RT/Action/AutoOpen.pm > but faild. > > Any hints? > > -- > Kamil Gmyrek > > New Vision > -------------- next part -------------- An HTML attachment was scrubbed... URL: From natxo.asenjo at gmail.com Sat Jun 9 05:00:19 2012 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Sat, 9 Jun 2012 11:00:19 +0200 Subject: [rt-users] perlbrew/cpanm installation on centos 6 In-Reply-To: References: <4FD21BA1.8050405@bestpractical.com> <20120608225757.GT1070@jibsheet.com> Message-ID: On Sat, Jun 9, 2012 at 8:26 AM, Natxo Asenjo wrote: > On Sat, Jun 9, 2012 at 8:17 AM, Natxo Asenjo wrote: > >> >> With FastCgiIpcDir *and* the dir with permissions 777, it works blocking >> some images: >> >> [Sat Jun 09 08:15:28 2012] [error] [client 192.168.0.160] FastCGI: >> invalid (dynamic) server "/opt/rt4/share/html/NoAuth/images/bpslogo.png": >> access for server (uid -1, gid -1) not allowed: execute not allowed, >> referer: http://rt.ipa.asenjo.nx/ >> [Sat Jun 09 08:15:28 2012] [error] [client 192.168.0.160] FastCGI: >> invalid (dynamic) server "/opt/rt4/share/html/NoAuth/images/bpslogo.png": >> access for server (uid -1, gid -1) not allowed: execute not allowed, >> referer: http://rt.ipa.asenjo.nx/ >> >> If the FastCgiIpcDir has perms 770 for apache:apache , it does not work. >> > > by the way, the permissions for those images are: > > ls -l /opt/rt4/share/html/NoAuth/images/ > total 40 > -rw-r--r--. 1 root bin 334 Jun 8 21:11 autohandler > -rw-r--r--. 1 root bin 3929 Jun 8 21:11 bpslogo.png > drwxr-xr-x. 2 root bin 4096 Jun 8 21:11 css > -rw-r--r--. 1 root bin 914 Jun 8 21:11 empty_star.gif > drwxr-xr-x. 2 root bin 4096 Jun 8 21:11 farbtastic > -rw-r--r--. 1 root bin 335 Jun 8 21:11 favicon.png > drwxr-xr-x. 2 root bin 4096 Jun 8 21:11 jquery_ui > -rw-r--r--. 1 root bin 161 Jun 8 21:11 star.gif > drwxr-xr-x. 2 root bin 4096 Jun 8 21:11 tablesorter > -rw-r--r--. 1 root bin 81 Jun 8 21:11 test.png > > So they are world readable and still being blocked. Perhaps they should be > owned by apache? > found it: http://requesttracker.wikia.com/wiki/ApacheConfig#How_to_avoid_processing_images_like_dynamic_content -- natxo -------------- next part -------------- An HTML attachment was scrubbed... URL: From natxo.asenjo at gmail.com Sat Jun 9 05:34:29 2012 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Sat, 9 Jun 2012 11:34:29 +0200 Subject: [rt-users] yet another fastcgi problem Message-ID: hi, Since I got rt working as a fastcgi virtual host with apache, another virtual host running mediawiki stopped working: Sat Jun 09 11:31:40 2012] [error] [client 192.168.0.21] FastCGI: invalid (dynamic) server "/var/www/html/mediawiki/": script is a directory! [Sat Jun 09 11:31:40 2012] [error] [client 192.168.0.21] FastCGI: invalid (dynamic) server "/var/www/error/noindex.html": access for server (uid -1, gid -1) not allowed: execute not allowed If I do not load the fastcgi module and rt vhost, then it works as expected. So running rt broke the other vhost. Is it possible to run fastcgi with stock mod_php (or whatever its name in rhel is), or do I have to run everything as fastcgi? In that case I think I might choose the reverse proxy route with starman. -- Groeten, natxo -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Sat Jun 9 07:21:50 2012 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 9 Jun 2012 15:21:50 +0400 Subject: [rt-users] [SLA] Custom (and very imperfect) solution for parking stalled tickets In-Reply-To: References: Message-ID: I'm glad if it works for you. Would like to see functionality in extension. Your solution needs refactoring to be merged. If you like I can guide you and help put it into shape for merge. Ruslan from phone. 08.06.2012 2:24 ???????????? "Scotto Alberto" ???????: > Working with the SLA Extension, I came across the problem of stalled > tickets: by default, there is no way to stop the "timer" for the due date > when a ticket becomes stalled, as stated by the author in > http://www.gossamer-threads.com/lists/rt/users/105845#105845 > > So I've just implemented a small customization (very imperfect indeed) and > I want to share it with all of you. Feel free to contribute, and please > share your improvements. > > First of all, a few assumptions (aka limitations): > - in $RT::ServiceBusinessHours we defined only 'Default' > ServiceBusinessHours > - users will not modify the date fields we set, otherwise everything would > screw up > > The idea is to move the due date forward as soon as the ticket exits the > stalled status. To compute the new due date we need to know when the > tickets became stalled. So, we first have to save somewhere the time when > it became stalled: we temporarly save it in the Resolved attribute (very > dirty, I know..!), which shouldn't be used while stalled. > > This solution includes two actions, two conditions, and two scrips which > put everything together. > > Conditions, which you can easily build thanks to sbin/rt-setup-database > and the ExecModule StatusChange: > - on stalled > - on un-stall > > Actions (the code is below): > - Set resolved temporarly > - Update due date on un-stall > > Scrips: > - On stalled Set resolved temporarly > - On un-stall Update due date > > > I think the most important improvement would be to avoid the use of the > Resolved attribute as temporary. Instead, it would be better to define a > new private attribute in Ticket.pm; consequently, a new column in the DB, > etc. > > Of course, I will appreciate any suggestions, comments, etc. > > Thanks > > AS > > > ======== Action1. Set resolved temporarly ===== > my $tkt = $self->TicketObj; > my $id = $tkt->Id; > my $stalled_date = RT::Date->new( $RT::SystemUser ); > $stalled_date->SetToNow; > my ($status, $msg) = $tkt->_Set( > Field => 'Resolved', > Value => $stalled_date->ISO, > RecordTransaction => 0 > ); > unless ( $status ) { > $RT::Logger->error("Unable to set Resolved date to ticket #$id: $msg"); > return 0; > } > $RT::Logger->debug("Set Resolved date of ticket #". $id . " to ". > $stalled_date->ISO); > return 1; > =================================== > > ======== Action2. Update due date on un-stall ===== > my $t = $self->TicketObj; > my $id = $t->Id; > use Business::Hours; > > my $now = RT::Date->new( $RT::SystemUser ); > $now->SetToNow; > my $bhours = Business::Hours->new(); > $bhours->business_hours( %{ $RT::ServiceBusinessHours{ 'Default' } } ); > my $delta = $bhours->between($t->ResolvedObj->Unix, $now->Unix); > my $new_due = $bhours->add_seconds($t->DueObj->Unix, $delta); > > my $due_date = RT::Date->new( $RT::SystemUser ); > $due_date->Set(Format => 'unix', Value => $new_due ); > # finally set new due date > my ($status, $msg) = $t->_Set( > Field => 'Due', > Value => $due_date->ISO, > RecordTransaction => 0 > ); > # if the two transitions (*->stalled and stalled->*) take place out of > hours, > # in the same interval, then $delta will be 0 > if( !($t->DueObj->Diff($due_date)) ) { > $RT::Logger->debug("Unable to set Due date to ticket #$id: > new_due_date = old_due_date " . $due_date->ISO); > } > elsif ( !($status) ) { > $RT::Logger->error("Unable to set Due date to ticket #$id: $msg"); > return 0; > } > # reset Resolved date > ($status, $msg) = $t->_Set( > Field => 'Resolved', > Value => 0, > RecordTransaction => 0 > ); > unless ( $status ) { > $RT::Logger->error("Unable to reset Resolved date to ticket #$id: > $msg"); > } > $RT::Logger->debug("Due date updated after un-stalling ticket #". $id ); > return 1; > ============================== > > > Alberto Scotto > > [image: 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. > -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: blue.png Type: image/png Size: 2834 bytes Desc: not available URL: From ruslan.zakirov at gmail.com Sat Jun 9 07:59:58 2012 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 9 Jun 2012 15:59:58 +0400 Subject: [rt-users] Scrip/template "Notify parent ticket owner on resolve"? In-Reply-To: <4FCCEA97.4080004@kickflop.net> References: <4FCCEA97.4080004@kickflop.net> Message-ID: There are two solutions on the wiki that either open parent or put a comment on it. One solution triggers when any dependency is resolved, another when all child tickets are resolved. It is there for ages. Ruslan from phone. 04.06.2012 21:05 ???????????? "Jeff Blaine" ???????: > Does anyone know of a way to notify the parent ticket's owner > on resolve? > -------------- next part -------------- An HTML attachment was scrubbed... URL: From al.scotto at reply.it Sat Jun 9 13:38:56 2012 From: al.scotto at reply.it (Scotto Alberto) Date: Sat, 9 Jun 2012 17:38:56 +0000 Subject: [rt-users] R: [SLA] Custom (and very imperfect) solution for parking stalled tickets In-Reply-To: References: , Message-ID: Yep, I think it would be cool. But you should also help me dealing with assumption #2: I'd like to disallow the modification of the tickets' attributes involved. Maybe not to everyone; maybe we could work with ACEs, splitting the ModifyTicket right in ModifyTicket and ModifyDates, or something like that. What do you think? Alberto Scotto [Blue] Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.scotto at reply.it www.reply.it ________________________________ Inizio: Ruslan Zakirov [ruslan.zakirov at gmail.com] Inviato: sabato 9 giugno 2012 13.21 Fine: Scotto Alberto Cc: rt-users at lists.bestpractical.com Oggetto: Re: [rt-users] [SLA] Custom (and very imperfect) solution for parking stalled tickets I'm glad if it works for you. Would like to see functionality in extension. Your solution needs refactoring to be merged. If you like I can guide you and help put it into shape for merge. Ruslan from phone. 08.06.2012 2:24 ???????????? "Scotto Alberto" > ???????: Working with the SLA Extension, I came across the problem of stalled tickets: by default, there is no way to stop the "timer" for the due date when a ticket becomes stalled, as stated by the author in http://www.gossamer-threads.com/lists/rt/users/105845#105845 So I've just implemented a small customization (very imperfect indeed) and I want to share it with all of you. Feel free to contribute, and please share your improvements. First of all, a few assumptions (aka limitations): - in $RT::ServiceBusinessHours we defined only 'Default' ServiceBusinessHours - users will not modify the date fields we set, otherwise everything would screw up The idea is to move the due date forward as soon as the ticket exits the stalled status. To compute the new due date we need to know when the tickets became stalled. So, we first have to save somewhere the time when it became stalled: we temporarly save it in the Resolved attribute (very dirty, I know..!), which shouldn't be used while stalled. This solution includes two actions, two conditions, and two scrips which put everything together. Conditions, which you can easily build thanks to sbin/rt-setup-database and the ExecModule StatusChange: - on stalled - on un-stall Actions (the code is below): - Set resolved temporarly - Update due date on un-stall Scrips: - On stalled Set resolved temporarly - On un-stall Update due date I think the most important improvement would be to avoid the use of the Resolved attribute as temporary. Instead, it would be better to define a new private attribute in Ticket.pm; consequently, a new column in the DB, etc. Of course, I will appreciate any suggestions, comments, etc. Thanks AS ======== Action1. Set resolved temporarly ===== my $tkt = $self->TicketObj; my $id = $tkt->Id; my $stalled_date = RT::Date->new( $RT::SystemUser ); $stalled_date->SetToNow; my ($status, $msg) = $tkt->_Set( Field => 'Resolved', Value => $stalled_date->ISO, RecordTransaction => 0 ); unless ( $status ) { $RT::Logger->error("Unable to set Resolved date to ticket #$id: $msg"); return 0; } $RT::Logger->debug("Set Resolved date of ticket #". $id . " to ". $stalled_date->ISO); return 1; =================================== ======== Action2. Update due date on un-stall ===== my $t = $self->TicketObj; my $id = $t->Id; use Business::Hours; my $now = RT::Date->new( $RT::SystemUser ); $now->SetToNow; my $bhours = Business::Hours->new(); $bhours->business_hours( %{ $RT::ServiceBusinessHours{ 'Default' } } ); my $delta = $bhours->between($t->ResolvedObj->Unix, $now->Unix); my $new_due = $bhours->add_seconds($t->DueObj->Unix, $delta); my $due_date = RT::Date->new( $RT::SystemUser ); $due_date->Set(Format => 'unix', Value => $new_due ); # finally set new due date my ($status, $msg) = $t->_Set( Field => 'Due', Value => $due_date->ISO, RecordTransaction => 0 ); # if the two transitions (*->stalled and stalled->*) take place out of hours, # in the same interval, then $delta will be 0 if( !($t->DueObj->Diff($due_date)) ) { $RT::Logger->debug("Unable to set Due date to ticket #$id: new_due_date = old_due_date " . $due_date->ISO); } elsif ( !($status) ) { $RT::Logger->error("Unable to set Due date to ticket #$id: $msg"); return 0; } # reset Resolved date ($status, $msg) = $t->_Set( Field => 'Resolved', Value => 0, RecordTransaction => 0 ); unless ( $status ) { $RT::Logger->error("Unable to reset Resolved date to ticket #$id: $msg"); } $RT::Logger->debug("Due date updated after un-stalling ticket #". $id ); return 1; ============================== 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. ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: blue.png Type: image/png Size: 2834 bytes Desc: blue.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: blue.png Type: image/png Size: 2834 bytes Desc: blue.png URL: From al.scotto at reply.it Sat Jun 9 14:17:58 2012 From: al.scotto at reply.it (Scotto Alberto) Date: Sat, 9 Jun 2012 18:17:58 +0000 Subject: [rt-users] R: [SLA] Custom (and very imperfect) solution for parking stalled tickets In-Reply-To: References: , , Message-ID: Much better, following KISS rule: we could simply use hidden CFs to store temporary values! This way it's much cleaner, isn't it? The only pain is that I would have to reconfigure ACL, since I used to give Everyone the SeeCustomField right. BTW ACL is not much featured at all... In this case it would be great if I could *deny* the SeeCustomField right for just one specific CF, instead of having to *grant* the right selectively. Anyway, IMHO disallowing the update of some of the tickets' attributes is still useful (e.g. to avoid that malicious AdminCCs set Due date forward) and still I'd like some help about it. Thank you, have a nice week end Alberto Scotto [Blue] Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.scotto at reply.it www.reply.it ________________________________ Inizio: Scotto Alberto Inviato: sabato 9 giugno 2012 19.38 Fine: Ruslan Zakirov Cc: rt-users at lists.bestpractical.com Oggetto: R: [rt-users] [SLA] Custom (and very imperfect) solution for parking stalled tickets Yep, I think it would be cool. But you should also help me dealing with assumption #2: I'd like to disallow the modification of the tickets' attributes involved. Maybe not to everyone; maybe we could work with ACEs, splitting the ModifyTicket right in ModifyTicket and ModifyDates, or something like that. What do you think? Alberto Scotto [Blue] Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.scotto at reply.it www.reply.it ________________________________ Inizio: Ruslan Zakirov [ruslan.zakirov at gmail.com] Inviato: sabato 9 giugno 2012 13.21 Fine: Scotto Alberto Cc: rt-users at lists.bestpractical.com Oggetto: Re: [rt-users] [SLA] Custom (and very imperfect) solution for parking stalled tickets I'm glad if it works for you. Would like to see functionality in extension. Your solution needs refactoring to be merged. If you like I can guide you and help put it into shape for merge. Ruslan from phone. 08.06.2012 2:24 ???????????? "Scotto Alberto" > ???????: Working with the SLA Extension, I came across the problem of stalled tickets: by default, there is no way to stop the "timer" for the due date when a ticket becomes stalled, as stated by the author in http://www.gossamer-threads.com/lists/rt/users/105845#105845 So I've just implemented a small customization (very imperfect indeed) and I want to share it with all of you. Feel free to contribute, and please share your improvements. First of all, a few assumptions (aka limitations): - in $RT::ServiceBusinessHours we defined only 'Default' ServiceBusinessHours - users will not modify the date fields we set, otherwise everything would screw up The idea is to move the due date forward as soon as the ticket exits the stalled status. To compute the new due date we need to know when the tickets became stalled. So, we first have to save somewhere the time when it became stalled: we temporarly save it in the Resolved attribute (very dirty, I know..!), which shouldn't be used while stalled. This solution includes two actions, two conditions, and two scrips which put everything together. Conditions, which you can easily build thanks to sbin/rt-setup-database and the ExecModule StatusChange: - on stalled - on un-stall Actions (the code is below): - Set resolved temporarly - Update due date on un-stall Scrips: - On stalled Set resolved temporarly - On un-stall Update due date I think the most important improvement would be to avoid the use of the Resolved attribute as temporary. Instead, it would be better to define a new private attribute in Ticket.pm; consequently, a new column in the DB, etc. Of course, I will appreciate any suggestions, comments, etc. Thanks AS ======== Action1. Set resolved temporarly ===== my $tkt = $self->TicketObj; my $id = $tkt->Id; my $stalled_date = RT::Date->new( $RT::SystemUser ); $stalled_date->SetToNow; my ($status, $msg) = $tkt->_Set( Field => 'Resolved', Value => $stalled_date->ISO, RecordTransaction => 0 ); unless ( $status ) { $RT::Logger->error("Unable to set Resolved date to ticket #$id: $msg"); return 0; } $RT::Logger->debug("Set Resolved date of ticket #". $id . " to ". $stalled_date->ISO); return 1; =================================== ======== Action2. Update due date on un-stall ===== my $t = $self->TicketObj; my $id = $t->Id; use Business::Hours; my $now = RT::Date->new( $RT::SystemUser ); $now->SetToNow; my $bhours = Business::Hours->new(); $bhours->business_hours( %{ $RT::ServiceBusinessHours{ 'Default' } } ); my $delta = $bhours->between($t->ResolvedObj->Unix, $now->Unix); my $new_due = $bhours->add_seconds($t->DueObj->Unix, $delta); my $due_date = RT::Date->new( $RT::SystemUser ); $due_date->Set(Format => 'unix', Value => $new_due ); # finally set new due date my ($status, $msg) = $t->_Set( Field => 'Due', Value => $due_date->ISO, RecordTransaction => 0 ); # if the two transitions (*->stalled and stalled->*) take place out of hours, # in the same interval, then $delta will be 0 if( !($t->DueObj->Diff($due_date)) ) { $RT::Logger->debug("Unable to set Due date to ticket #$id: new_due_date = old_due_date " . $due_date->ISO); } elsif ( !($status) ) { $RT::Logger->error("Unable to set Due date to ticket #$id: $msg"); return 0; } # reset Resolved date ($status, $msg) = $t->_Set( Field => 'Resolved', Value => 0, RecordTransaction => 0 ); unless ( $status ) { $RT::Logger->error("Unable to reset Resolved date to ticket #$id: $msg"); } $RT::Logger->debug("Due date updated after un-stalling ticket #". $id ); return 1; ============================== 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. ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: blue.png Type: image/png Size: 2834 bytes Desc: blue.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: blue.png Type: image/png Size: 2834 bytes Desc: blue.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: blue.png Type: image/png Size: 2834 bytes Desc: blue.png URL: From ruslan.zakirov at gmail.com Sat Jun 9 14:50:02 2012 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 9 Jun 2012 22:50:02 +0400 Subject: [rt-users] [SLA] Custom (and very imperfect) solution for parking stalled tickets In-Reply-To: References: Message-ID: On Sat, Jun 9, 2012 at 10:17 PM, Scotto Alberto wrote: > Much better, following KISS rule: we could simply use hidden CFs to > store temporary values! > This way it's much cleaner, isn't it? > Have you seen Attributes class/table in RT. It's designed for such things. Store anything developer like tied to any RT object. The only pain is that I would have to reconfigure ACL, since I used to give > Everyone the SeeCustomField right. > BTW ACL is not much featured at all... In this case it would be great if I > could *deny* the SeeCustomField right for just one specific CF, instead > of having to *grant* the right selectively. > > Anyway, IMHO disallowing the update of some of the tickets' attributes is > still useful (e.g. to avoid that malicious AdminCCs set Due date forward) > and still I'd like some help about it. > > Thank you, > have a nice week end > > > > > Alberto Scotto > > [image: Blue] > Via Cardinal Massaia, 83 > 10147 - Torino - ITALY > phone: +39 011 29100 > al.scotto at reply.it > www.reply.it > > ------------------------------ > *Inizio:* Scotto Alberto > *Inviato:* sabato 9 giugno 2012 19.38 > *Fine:* Ruslan Zakirov > *Cc:* rt-users at lists.bestpractical.com > *Oggetto:* R: [rt-users] [SLA] Custom (and very imperfect) solution for > parking stalled tickets > > Yep, I think it would be cool. > But you should also help me dealing with assumption #2: I'd like to > disallow the modification of the tickets' attributes involved. Maybe not to > everyone; maybe we could work with ACEs, splitting the ModifyTicket right > in ModifyTicket and ModifyDates, or something like that. > What do you think? > > > > > Alberto Scotto > > [image: Blue] > Via Cardinal Massaia, 83 > 10147 - Torino - ITALY > phone: +39 011 29100 > al.scotto at reply.it > www.reply.it > > ------------------------------ > *Inizio:* Ruslan Zakirov [ruslan.zakirov at gmail.com] > *Inviato:* sabato 9 giugno 2012 13.21 > *Fine:* Scotto Alberto > *Cc:* rt-users at lists.bestpractical.com > *Oggetto:* Re: [rt-users] [SLA] Custom (and very imperfect) solution for > parking stalled tickets > > I'm glad if it works for you. Would like to see functionality in > extension. Your solution needs refactoring to be merged. If you like I can > guide you and help put it into shape for merge. > > Ruslan from phone. > 08.06.2012 2:24 ???????????? "Scotto Alberto" > ???????: > >> Working with the SLA Extension, I came across the problem of stalled >> tickets: by default, there is no way to stop the "timer" for the due date >> when a ticket becomes stalled, as stated by the author in >> http://www.gossamer-threads.com/lists/rt/users/105845#105845 >> >> So I've just implemented a small customization (very imperfect indeed) >> and I want to share it with all of you. Feel free to contribute, and please >> share your improvements. >> >> First of all, a few assumptions (aka limitations): >> - in $RT::ServiceBusinessHours we defined only 'Default' >> ServiceBusinessHours >> - users will not modify the date fields we set, otherwise everything >> would screw up >> >> The idea is to move the due date forward as soon as the ticket exits the >> stalled status. To compute the new due date we need to know when the >> tickets became stalled. So, we first have to save somewhere the time when >> it became stalled: we temporarly save it in the Resolved attribute (very >> dirty, I know..!), which shouldn't be used while stalled. >> >> This solution includes two actions, two conditions, and two scrips which >> put everything together. >> >> Conditions, which you can easily build thanks to sbin/rt-setup-database >> and the ExecModule StatusChange: >> - on stalled >> - on un-stall >> >> Actions (the code is below): >> - Set resolved temporarly >> - Update due date on un-stall >> >> Scrips: >> - On stalled Set resolved temporarly >> - On un-stall Update due date >> >> >> I think the most important improvement would be to avoid the use of the >> Resolved attribute as temporary. Instead, it would be better to define a >> new private attribute in Ticket.pm; consequently, a new column in the DB, >> etc. >> >> Of course, I will appreciate any suggestions, comments, etc. >> >> Thanks >> >> AS >> >> >> ======== Action1. Set resolved temporarly ===== >> my $tkt = $self->TicketObj; >> my $id = $tkt->Id; >> my $stalled_date = RT::Date->new( $RT::SystemUser ); >> $stalled_date->SetToNow; >> my ($status, $msg) = $tkt->_Set( >> Field => 'Resolved', >> Value => $stalled_date->ISO, >> RecordTransaction => 0 >> ); >> unless ( $status ) { >> $RT::Logger->error("Unable to set Resolved date to ticket #$id: >> $msg"); >> return 0; >> } >> $RT::Logger->debug("Set Resolved date of ticket #". $id . " to ". >> $stalled_date->ISO); >> return 1; >> =================================== >> >> ======== Action2. Update due date on un-stall ===== >> my $t = $self->TicketObj; >> my $id = $t->Id; >> use Business::Hours; >> >> my $now = RT::Date->new( $RT::SystemUser ); >> $now->SetToNow; >> my $bhours = Business::Hours->new(); >> $bhours->business_hours( %{ $RT::ServiceBusinessHours{ 'Default' } } ); >> my $delta = $bhours->between($t->ResolvedObj->Unix, $now->Unix); >> my $new_due = $bhours->add_seconds($t->DueObj->Unix, $delta); >> >> my $due_date = RT::Date->new( $RT::SystemUser ); >> $due_date->Set(Format => 'unix', Value => $new_due ); >> # finally set new due date >> my ($status, $msg) = $t->_Set( >> Field => 'Due', >> Value => $due_date->ISO, >> RecordTransaction => 0 >> ); >> # if the two transitions (*->stalled and stalled->*) take place out of >> hours, >> # in the same interval, then $delta will be 0 >> if( !($t->DueObj->Diff($due_date)) ) { >> $RT::Logger->debug("Unable to set Due date to ticket #$id: >> new_due_date = old_due_date " . $due_date->ISO); >> } >> elsif ( !($status) ) { >> $RT::Logger->error("Unable to set Due date to ticket #$id: $msg"); >> return 0; >> } >> # reset Resolved date >> ($status, $msg) = $t->_Set( >> Field => 'Resolved', >> Value => 0, >> RecordTransaction => 0 >> ); >> unless ( $status ) { >> $RT::Logger->error("Unable to reset Resolved date to ticket #$id: >> $msg"); >> } >> $RT::Logger->debug("Due date updated after un-stalling ticket #". $id ); >> return 1; >> ============================== >> >> >> Alberto Scotto >> >> [image: 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. >> > > ------------------------------ > > -- > 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. > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: blue.png Type: image/png Size: 2834 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: blue.png Type: image/png Size: 2834 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: blue.png Type: image/png Size: 2834 bytes Desc: not available URL: From al.scotto at reply.it Sat Jun 9 20:20:55 2012 From: al.scotto at reply.it (Scotto Alberto) Date: Sun, 10 Jun 2012 00:20:55 +0000 Subject: [rt-users] SeeGroupDashboard - trying to let group A see group B's dashboards Message-ID: I'm trying to let group A see group B's dashboards, where A and B are not related as subgroups What I did was: Went to Admin/Groups/GroupRights.html?id=group_b_id Typed 'A' in the field "Add group" Ticked SeeGroupDashboard right. But it doesn't work. May be some kind of a bug in the ACL system? I'm on RT 4.0.2 Generally speaking, is it correct my interpretation of the ACL user interface, GroupRights.html page? I mean, if I am in Groups/GroupRights.html?id=X, and I select a group on the left, say Everyone, ticking rights means "grant Everyone the right to do this or that to Group X", doesn't it? As well as, if I am in Queues/GroupRights.html?id=Y, and I select a group on the left, say Everyone, ticking rights means "grant Everyone the right to do something on Queue Y" Thanks 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. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: blue.png Type: image/png Size: 2834 bytes Desc: blue.png URL: From samuel at dersam.net Sat Jun 9 22:11:24 2012 From: samuel at dersam.net (Sam Schmidt) Date: Sat, 9 Jun 2012 22:11:24 -0400 Subject: [rt-users] RT REST parser on php (json? xml?) Message-ID: <003601cd46ae$571748d0$0545da70$@net> I just finished adding a parser to my PHP RT library here: https://github.com/dersam/RTPHPLib It should parse most responses from RT into an array (at least as far as I've tested). -------------- next part -------------- An HTML attachment was scrubbed... URL: From dominic.hargreaves at oucs.ox.ac.uk Sun Jun 10 10:18:36 2012 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Sun, 10 Jun 2012 15:18:36 +0100 Subject: [rt-users] Security fixes for Ubuntu: testers needed Message-ID: <20120610141836.GA29646@stranger-here-myself.oucs.ox.ac.uk> Hello, If you use RT with the packages provided by Ubuntu, you will hopefully wondering about getting packages with the security fixes applied. There are now candidate patches in launchpad for all current versions of Ubuntu. You can see them at https://bugs.launchpad.net/ubuntu/+source/request-tracker3.8/+bug/1004834 (request-tracker3.8) and https://bugs.launchpad.net/ubuntu/+source/request-tracker4/+bug/1004835 (request-tracker4). I'm sure that the Ubuntu security sponsors would like to hear test reports from people using these packages. Short recipe for compiling packages with the patches on your ubuntu system: cd workingdir sudo apt-get update sudo apt-get install build-essential sudo apt-get build-dep request-tracker3.8 (or request-tracker4) download appopriate patch from launchpad apt-get source request-tracker3.8 (or request-tracker4) [change into unpacked directory] patch -p1 < ../patch-you-downloaded dpkg-buildpackage -us -uc Check which RT related packages you have installed and then install the equivalents from the .deb files which the above hopefully produced. Then comment on the relevant bug about the success or failure. Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: Digital signature URL: From jmvidalvia at gmail.com Sun Jun 10 12:43:10 2012 From: jmvidalvia at gmail.com (Jose M Vidal) Date: Sun, 10 Jun 2012 18:43:10 +0200 Subject: [rt-users] fetchmail: MDA returned nonzero status 75 Message-ID: Hi there! Just installed rt4 in Debian squeeze. Trying to send e-mails to rt4 with fetchmail, without success. Here you have my configs ang logs: $ cat .fetchmailrc poll mygoogleappsdomain.net via imap.gmail.com with proto IMAP service 993 user 'rt at mygoogleappsdomain.net' there with password 'mypasswd' is rt here mda '/usr/bin/rt-mailgate --queue General --action correspond --url http://mydomain.net/rt' options ssl folder Inbox m$ LC_ALL=C fetchmail -v fetchmail: 6.3.18 querying mygoogleappsdomain.net (protocol IMAP) at Sun Jun 10 18:22:22 2012: poll started fetchmail: Trying to connect to 173.194.76.109/993...connected. fetchmail: Server certificate: fetchmail: Issuer Organization: Google Inc fetchmail: Issuer CommonName: Google Internet Authority fetchmail: Subject CommonName: imap.gmail.com fetchmail: IMAP< * OK Gimap ready for requests from ****************** fetchmail: IMAP> A0001 CAPABILITY fetchmail: IMAP< * CAPABILITY IMAP4rev1 UNSELECT IDLE NAMESPACE QUOTA ID XLIST CHILDREN X-GM-EXT-1 XYZZY SASL-IR AUTH=XOAUTH fetchmail: IMAP< A0001 OK Thats all she wrote! hi11if6741225qcb.43 fetchmail: IMAP> A0002 LOGIN "rt at mygoogleappsdomain.net" * fetchmail: IMAP< * CAPABILITY IMAP4rev1 UNSELECT IDLE NAMESPACE QUOTA ID XLIST CHILDREN X-GM-EXT-1 UIDPLUS COMPRESS=DEFLATE fetchmail: IMAP< A0002 OK rt at mygoogleappsdomain.net request tracker authenticated (Success) fetchmail: IMAP> A0003 SELECT "Inbox" fetchmail: IMAP< * FLAGS (\Answered \Flagged \Draft \Deleted \Seen) fetchmail: IMAP< * OK [PERMANENTFLAGS (\Answered \Flagged \Draft \Deleted \Seen \*)] Flags permitted. fetchmail: IMAP< * OK [UIDVALIDITY 6] UIDs valid. fetchmail: IMAP< * 1 EXISTS fetchmail: IMAP< * 0 RECENT fetchmail: IMAP< * OK [UIDNEXT 4] Predicted next UID. fetchmail: IMAP< A0003 OK [READ-WRITE] Inbox selected. (Success) fetchmail: IMAP> A0004 EXPUNGE fetchmail: IMAP< A0004 OK Success fetchmail: IMAP> A0005 SEARCH UNSEEN fetchmail: IMAP< * SEARCH 1 fetchmail: IMAP< A0005 OK SEARCH completed (Success) fetchmail: 1 message for rt at mygoogleappsdomain.net at mygoogleappsdomain.net (folder Inbox). fetchmail: IMAP> A0006 FETCH 1 RFC822.SIZE fetchmail: IMAP< * 1 FETCH (RFC822.SIZE 2586) fetchmail: IMAP< A0006 OK Success fetchmail: IMAP> A0007 FETCH 1 RFC822.HEADER fetchmail: IMAP< * 1 FETCH (RFC822.HEADER {2406} fetchmail: reading message rt at mygoogleappsdomain.net@qc-in-f109.1e100.net:1 of 1 (2406 header octets) # IMAP< ) fetchmail: IMAP< A0007 OK Success fetchmail: IMAP> A0008 FETCH 1 BODY.PEEK[TEXT] fetchmail: IMAP< * 1 FETCH (BODY[TEXT] {26} fetchmail: (26 body octets) **** IMAP< ) fetchmail: IMAP< A0008 OK Success An Error Occurred ================= 403 Forbidden fetchmail: MDA returned nonzero status 75 fetchmail: not flushed fetchmail: IMAP> A0009 LOGOUT fetchmail: IMAP< * BYE LOGOUT Requested fetchmail: IMAP< A0009 OK 73 good day (Success) fetchmail: 6.3.18 querying mygoogleappsdomain.net (protocol IMAP) at Sun Jun 10 18:22:24 2012: poll completed fetchmail: normal termination, status 0 $ Looks like fetchmail is working fine, but Rt fails to get the e-mail through MDA... Thanks for your help. -- jm From jmvidalvia at gmail.com Sun Jun 10 16:43:06 2012 From: jmvidalvia at gmail.com (Jose M Vidal) Date: Sun, 10 Jun 2012 22:43:06 +0200 Subject: [rt-users] fetchmail: MDA returned nonzero status 75 In-Reply-To: References: Message-ID: Solved! edited apache2-modperl2.conf to: # Limit mail gateway access to localhost by default Order Allow,Deny # Allow from 127.0.0.1 Allow from all ;) -- jm From robert.wysocki at contium.pl Mon Jun 11 02:45:56 2012 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Mon, 11 Jun 2012 08:45:56 +0200 Subject: [rt-users] [SLA] Custom (and very imperfect) solution for parking stalled tickets In-Reply-To: References: Message-ID: <1339397156.14578.6.camel@rmwysocki> Dnia 2012-06-09, sob o godzinie 22:50 +0400, Ruslan Zakirov pisze: > > > On Sat, Jun 9, 2012 at 10:17 PM, Scotto Alberto > wrote: > Much better, following KISS rule: we could simply use hidden > CFs to store temporary values! > This way it's much cleaner, isn't it? > > > > Have you seen Attributes class/table in RT. It's designed for such > things. Store anything developer like tied to any RT object. > Actually few days ago I posted my solution for parking tickets that uses two extra CF's and also asked in the same post is there any way to avoid those. Unfortunately I didn't get any answer then, now I have one. Regards, -- Robert Wysocki administrator system?w linuksowych Contium S.A., http://www.contium.pl From kamil at nvt.pl Mon Jun 11 03:18:45 2012 From: kamil at nvt.pl (Kamil Gmyrek) Date: Mon, 11 Jun 2012 09:18:45 +0200 Subject: [rt-users] Modify AutoOpen script In-Reply-To: References: <4FD1AD9D.9090504@nvt.pl> Message-ID: <4FD59BD5.4050205@nvt.pl> On 09.06.2012 10:52, Ruslan Zakirov wrote: > Failed how? What have you tried? You are in right direction. You can use > custom condition instead of modifying action. > Found a solution. I don't remember what I did before but now it works how I wanted to work. How can I use a custom condition to achieve this? my $next = $ticket->FirstActiveStatus; return 1 unless defined $next; return 1 if $self->TicketObj->Status eq 'in progress'; # no change if the ticket is in initial status and the message is a mail # from a requestor -- Kamil Gmyrek New Vision From alexander.reintzsch at netsystem.de Mon Jun 11 05:49:13 2012 From: alexander.reintzsch at netsystem.de (Alexander Reintzsch) Date: Mon, 11 Jun 2012 11:49:13 +0200 Subject: [rt-users] Problem with interpretation of images In-Reply-To: <4FCFA9A8.6090703@bestpractical.com> References: <1338814672.2410.8.camel@alexrz-laptop> <4FCFA9A8.6090703@bestpractical.com> Message-ID: <1339408153.2687.26.camel@alexrz-laptop> Am Mittwoch, den 06.06.2012, 15:04 -0400 schrieb Thomas Sibley: > On 06/06/2012 12:10 PM, Paul Tomblin wrote: > > I've encountered the same problem even if I put my image in > > /opt/rt4/share/html/NoAuth/images, at least with the standalone > > server. > > Try the dhandler approach. Serve images out of a subdirectory from > virtual paths. See how we do this with the CKEditor source. So, here is what I did to solve this problem. Thanks for this suggestion. Now I do understand how this thing with the dhandler works. I moved! my images into a subfolder called hiddensource. The image-file may not exist in the original folder anymore! So /NoAuth/plugin/images/sample.jpg is now located in /NoAuth/plugin/images/hiddensource/sample.jpg. Then I created the dhandler file in /NoAuth/plugin/images/. Its content is <%INIT> use File::Basename; my $arg = $m->dhandler_arg; my $file = dirname($m->current_comp->source_file) . '/hiddensource/'. $arg; RT::Interface::Web->SendStaticFile( File => $file ); $m->abort; To make sure that the files in hiddensource are not accessed via the browser from outside, because this might cause a security flaw, I also had to adjust my Apache Server. Order deny,allow Deny from all This can be done in a .htaccess-file in the hiddensource subfolder or in the main config where you configure apache for your RT. So my sample.jpg will be accessible via /NoAuth/plugin/images/sample.jpg and will not be interpreted by Mason. But nobody can access it via /NoAuth/plugin/images/hiddensource/sample.jpg I hope this will help somebody else. Thanks to everybody for the support. :) Alex From vadud3 at gmail.com Mon Jun 11 08:33:18 2012 From: vadud3 at gmail.com (Asif Iqbal) Date: Mon, 11 Jun 2012 08:33:18 -0400 Subject: [rt-users] RT3 (solaris) to RT4(linux) In-Reply-To: References: Message-ID: On Mon, Jun 4, 2012 at 1:51 PM, Asif Iqbal wrote: > > > On Mon, Jun 4, 2012 at 12:39 PM, Asif Iqbal wrote: > >> Hi >> >> I am looking for suggestions on upgrading rt3(solaris sparc) to >> rt4(ubuntu linux). >> >> rt3: >> >> > rt3: 3.8.2 > > OS: solaris 10 sparc on T1000 > >> Mysql: 5.0.75 >> Total number # Transactions: 6 million+ >> >> >> rt4: >> OS: ubuntu linux precise >> Mysql; 5,5 >> >> What would be recommended way to break down the upgrade and proceed? >> >> I am guessing rsync mysql data and /opt/rt3 configs over to >> >> mysql 5.5 (apt) and /opt/rt4.0.6.x (tarball) >> >> and then follow the upgrade instruction on /opt/rt4 (tarball). >> >> Please advise. >> >> I like to do a test migration. How do I start with 600 newest tickets instead of doing a migration test with all 1 million+ tickets? > >> -- >> 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? >> >> >> > > > -- > 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? > > > -- 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? -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon Jun 11 10:05:10 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 11 Jun 2012 10:05:10 -0400 Subject: [rt-users] RT3 (solaris) to RT4(linux) In-Reply-To: References: Message-ID: <4FD5FB16.5060508@bestpractical.com> On 06/11/2012 08:33 AM, Asif Iqbal wrote: > I like to do a test migration. How do I start with 600 newest tickets > instead of doing > a migration test with all 1 million+ tickets? Your test migration really should use all your data so you know how long it'll take, what the downtime will be, and so you can sanity check that the oldest data migrates over OK. From tjrc at sanger.ac.uk Mon Jun 11 10:26:01 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Mon, 11 Jun 2012 15:26:01 +0100 Subject: [rt-users] RT3 (solaris) to RT4(linux) In-Reply-To: <4FD5FB16.5060508@bestpractical.com> References: <4FD5FB16.5060508@bestpractical.com> Message-ID: On 11 Jun 2012, at 15:05, Thomas Sibley wrote: > On 06/11/2012 08:33 AM, Asif Iqbal wrote: >> I like to do a test migration. How do I start with 600 newest tickets >> instead of doing >> a migration test with all 1 million+ tickets? > > Your test migration really should use all your data so you know how long > it'll take, what the downtime will be, and so you can sanity check that > the oldest data migrates over OK. I'd break the migration into pieces, and do it in sections. 1) Migrate the database from HP-UX to Linux, using the same version of MySQL you're currently using. Dump and restore is safest, but you can do it more quickly by shutting down the database and copying the table files to an identically configured MySQL instance on the new machine (at least, identically configured as far as InnoDB settings are concerned). 2) If you're happy the new database looks good, reconfigure your HP-UX RT web service to talk to the copy of the database on the Linux server. 3) Now, set up a new RT web server, running the same version of RT as you're currently using, on the Linux server (or a separate one, if you're keeping them separate - I have the web server and db on separate VMs, but that's up to you). 4) Test the new web server to check it's working. 5) At this point, upgrade the new database server's MySQL version, taking note of the UPGRADING.mysql document that comes with RT to check that there are no gotchas that you might have to deal with. 6) Test the new web interface again. You can do all the above as a trial run, without affecting your production server. If you're going to do the real switchover, you will have to block access to your RT by both web and mail while you perform the migration, so that you don't lose any incoming tickets during the transition. 7) Once you're sure it's working, you can adjust your web front ends and mail delivery setups to deliver production traffic to the new web server. The above is the procedure I followed for migrating our service from Debian Lenny to Ubuntu Lucid. I haven't migrated to Precise yet. 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 Mon Jun 11 11:26:00 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 11 Jun 2012 11:26:00 -0400 Subject: [rt-users] Modify AutoOpen script In-Reply-To: <4FD59BD5.4050205@nvt.pl> References: <4FD1AD9D.9090504@nvt.pl> <4FD59BD5.4050205@nvt.pl> Message-ID: <20120611152600.GV1070@jibsheet.com> On Mon, Jun 11, 2012 at 09:18:45AM +0200, Kamil Gmyrek wrote: > On 09.06.2012 10:52, Ruslan Zakirov wrote: > >Failed how? What have you tried? You are in right direction. You can use > >custom condition instead of modifying action. > > > Found a solution. I don't remember what I did before but now it > works how I wanted to work. > > How can I use a custom condition to achieve this? > > > my $next = $ticket->FirstActiveStatus; > return 1 unless defined $next; > return 1 if $self->TicketObj->Status eq 'in progress'; > > # no change if the ticket is in initial status and the message > is a mail > # from a requestor You write a User Defined condition on your scrip that checks, is this Transaction a correspondence and is the ticket currently in 'in progress'. That way you don't have to edit RT's source. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ussray_00 at yahoo.com Mon Jun 11 12:40:14 2012 From: ussray_00 at yahoo.com (Russ Lavoy) Date: Mon, 11 Jun 2012 09:40:14 -0700 (PDT) Subject: [rt-users] Authen-ExternalAuth LDAP problem Message-ID: <1339432814.25951.YahooMailNeo@web160503.mail.bf1.yahoo.com> I just installed RT 4.0.6 with no issue. ? The only issue I currently have is getting it to work with ldap. below is snippet of my config. Set( @Plugins, qw(RT::Authen::ExternalAuth) ); # LDAP Configuration # The order in which the services defined in ExternalSettings # should be used to authenticate users. User is authenticated # if successfully confirmed by any service - no more services # are checked. Set($ExternalAuthPriority, [ 'My_LDAP' ] ); # The order in which the services defined in ExternalSettings # should be used to get information about users. This includes # RealName, Tel numbers etc, but also whether or not the user # should be considered disabled. Set($ExternalInfoPriority, ?[ 'My_LDAP' ] ); # If this is set to true, then the relevant packages will # be loaded to use SSL/TLS connections. At the moment, # this just means "use Net::SSLeay;" Set($ExternalServiceUsesSSLorTLS, ? ?0); # If this is set to 1, then users should be autocreated by RT # as internal users if they fail to authenticate from an # external service. Set($AutoCreateNonExternalUsers, ? ?0); # LDAP Settings 'My_LDAP' ? ? ? => ? ? ?{ ?? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'type' ? ? ? ? ? ? ? ? ?=> ? ? ?'ldap', ?? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'server' ? ? ? ? ? ? ? ?=> ? ? ?'ldapserver', ?? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'user' ? ? ? ? ? ? ? ? ?=> ? ? ?'cn=user,ou=oragnizational unit,dc=example,dc=net', ?? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'pass' ? ? ? ? ? ? ? ? ?=> ? ? ?'passwd', ?? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'base' ? ? ? ? ? ? ? ? ?=> ? ? ?'dc=example,dc=net', ?? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'filter' ? ? ? ? ? ? ? ?=> ? ? ?'(objectClass=*)', ?? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'d_filter' ? ? ? ? ? ? ?=> ? ? ?'(objectClass=Foo)', ?? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'tls' ? ? ? ? ? ? ? ? ? => ? ? ?'0', ?? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'ssl_version' ? ? ? ? ? => ? ? ?'3', ?? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'net_ldap_args' ? ? ? ? => ? ? ?'[ version => 3, port => 389 ]', ?? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'attr_match_list' ? ? ? => ? ? ?[ ?? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'Name', ?? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'EmailAddress' ?? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?], ?? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'attr_map' ? ? ? ? ? ? ?=> ? ? ?{ ?? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'Name' ? ? ? ? ?=> 'uid', ?? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'EmailAddress' ?=> 'mail' ?? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?} }, There are no errors in the logs other than below: [Mon Jun 11 11:30:43 2012] [warn] [client serverip] mod_fcgid: stderr: [Mon Jun 11 16:30:43 2012] [error]: FAILED LOGIN for my_user from serverip (/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:685), referer: http://servername/rt. There are some "warnings" those are below: [Mon Jun 11 11:30:43 2012] [warn] [client 1serverip] mod_fcgid: stderr: [Mon Jun 11 16:30:43 2012] [warning]: Use of uninitialized value in string eq at /usr/local/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 471. (/usr/local/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Externa, referer: http://servername/rt [Mon Jun 11 11:30:43 2012] [warn] [client serverip] mod_fcgid: stderr: lAuth.pm:471), referer: http://servername/rt [Mon Jun 11 11:30:43 2012] [warn] [client servername] mod_fcgid: stderr: [Mon Jun 11 16:30:43 2012] [warning]: Use of uninitialized value in string eq at /usr/local/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 473. (/usr/local/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:471), referer: http://servername/rt. Nothing else errors. The other interesting thing here is that I do not see any network traffic from my RT server to the LDAP server configured here. Can I get an assist here? ? Thanks! From natxo.asenjo at gmail.com Mon Jun 11 15:00:27 2012 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Mon, 11 Jun 2012 21:00:27 +0200 Subject: [rt-users] Authen-ExternalAuth LDAP problem In-Reply-To: <1339432814.25951.YahooMailNeo@web160503.mail.bf1.yahoo.com> References: <1339432814.25951.YahooMailNeo@web160503.mail.bf1.yahoo.com> Message-ID: On Mon, Jun 11, 2012 at 6:40 PM, Russ Lavoy wrote: knip > # as internal users if they fail to authenticate from an > # external service. > Set($AutoCreateNonExternalUsers, 0); > > # LDAP Settings > 'My_LDAP' => { > 'type' => 'ldap', > 'server' => > 'ldapserver', > 'user' => > 'cn=user,ou=oragnizational unit,dc=example,dc=net', > 'pass' => 'passwd', > 'base' => > 'dc=example,dc=net', > 'filter' => > '(objectClass=*)', > 'd_filter' => > '(objectClass=Foo)', > > This should be: Set( $ExternalSettings, { 'My_LDAP' => { ......... etc. Do not forget to verify your RT_SiteConfig.pm with perl -c RT_SiteConfig after editing and restarting your webserver. HTH, -- natxo -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Mon Jun 11 17:11:05 2012 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 11 Jun 2012 17:11:05 -0400 Subject: [rt-users] Search results showing a bunch of HTML Message-ID: <4FD65EE9.2060603@kickflop.net> I've not seen this reported. Any ideas? Performing a search is displaying (showing, not rendering) a bunch of HTML *after the search results* in RT 3.8.12 and RT 3.8.13 (those are the two I know of at least). From trs at bestpractical.com Mon Jun 11 17:44:05 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 11 Jun 2012 17:44:05 -0400 Subject: [rt-users] Search results showing a bunch of HTML In-Reply-To: <4FD65EE9.2060603@kickflop.net> References: <4FD65EE9.2060603@kickflop.net> Message-ID: <4FD666A5.8030402@bestpractical.com> On 06/11/2012 05:11 PM, Jeff Blaine wrote: > I've not seen this reported. Any ideas? > > Performing a search is displaying (showing, not rendering) a bunch > of HTML *after the search results* in RT 3.8.12 and RT 3.8.13 > (those are the two I know of at least). We can't diagnose this without more details and an example. From jim.lesinski at gmail.com Mon Jun 11 18:39:03 2012 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Mon, 11 Jun 2012 18:39:03 -0400 Subject: [rt-users] Callback to redirect page in Create.html Message-ID: Hello, Can anyone offer any insight about creating a Callback in Create.html to redirect to a custom create page an a per queue basis? I believe I have the correct callback in: /opt/rt4/local/html/Callbacks/MYNAME/Ticket/Create.html/Init and I am able to perform the redirect, but can't seem to get the queue name properly to test the queue name. I am thinking it would be something like <%init> %if ($Queueobj->Name eq 'Whatever'){ $m->redirect('/Tickets/custom.html'); } the redirect portion works fine, I just don't know how to get the queue name. If anyone wants to offer up an end to end solution including an example custom page that would be even better! Thanks, Jim -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Mon Jun 11 21:38:01 2012 From: vadud3 at gmail.com (Asif Iqbal) Date: Mon, 11 Jun 2012 21:38:01 -0400 Subject: [rt-users] Authentication against LDAP and Authorization against internal db Message-ID: I am using external authentication against our corporate AD server successfully, using the RT::Authen::ExternalAuth. But I like the authorization done against internal db for user account. Just because a user has a valid AD credential is not enough for him/her to be able to login to our RT. We like to manage the login by creating the user account into internal db using the Web UI. So we still like the user to use their AD credential and no need to remember another password, and at the same time only be able to login if the same username is available in internal db. Is that possible? Any suggestion/tip is appreciated. -- 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? -------------- next part -------------- An HTML attachment was scrubbed... URL: From paul.renney at logica.com Tue Jun 12 03:29:58 2012 From: paul.renney at logica.com (Renney, Paul) Date: Tue, 12 Jun 2012 07:29:58 +0000 Subject: [rt-users] Callback to redirect page in Create.html In-Reply-To: References: Message-ID: <75B96AD150AB22458B839B06503D354C027344@SE-EX023.groupinfra.com> Jim, I did it the following way in RT 4.0.5: Copied share/html/Ticket/Create.html into the local/html/Ticket directory, changed the Init callback line in Create.html to make: $m->callback( CallbackName => "Init", ARGSRef => \%ARGS, QueueObj => QueueObj ); Copied original Create.html into local directory and renamed original Create.html to another name (CreateNew.html). In the callback you described (local/html/Callbacks/MYNAME/Ticket/Create.html/Init) I have: <%init> if ($Queueobj->Name eq 'Custom Queue Name'){ $m->redirect($RT::WebURL."Ticket/CreateNew.html?Queue=".$QueueObj->id); } <%ARGS> $QueueObj => undef The WebURL part is probably not needed, and I'm not sure what the ARGS section does, but I don't want to change it now as it works. Apologies if there are any typos, I'm copying it across manually from another terminal. Regards, Paul ________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] on behalf of Jim Lesinski [jim.lesinski at gmail.com] Sent: 11 June 2012 23:39 To: rt-users at lists.bestpractical.com Subject: [rt-users] Callback to redirect page in Create.html Hello, Can anyone offer any insight about creating a Callback in Create.html to redirect to a custom create page an a per queue basis? I believe I have the correct callback in: /opt/rt4/local/html/Callbacks/MYNAME/Ticket/Create.html/Init and I am able to perform the redirect, but can't seem to get the queue name properly to test the queue name. I am thinking it would be something like <%init> %if ($Queueobj->Name eq 'Whatever'){ $m->redirect('/Tickets/custom.html'); } the redirect portion works fine, I just don't know how to get the queue name. If anyone wants to offer up an end to end solution including an example custom page that would be even better! Thanks, Jim Think green - keep it on the screen. This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue Jun 12 05:51:51 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 12 Jun 2012 13:51:51 +0400 Subject: [rt-users] Authentication against LDAP and Authorization against internal db In-Reply-To: References: Message-ID: On Tue, Jun 12, 2012 at 5:38 AM, Asif Iqbal wrote: > I am using external authentication against our corporate AD server > successfully, using the ?RT::Authen::ExternalAuth. > > But I like the authorization done against internal db for user account. > > Just because a user has a valid AD credential is not enough for him/her to > be able to login to our RT. We like > to manage the login by creating the user account into internal db using the > Web UI. > > So we still like the user to use their AD credential and no need to remember > another password, and at the?same time > only be able to login if the same username is available in internal db. > > Is that possible? Any suggestion/tip is appreciated. Yes, it is possible, but not like you want it to be. As far as I can see users need AD record anyway, just mark them somehow in AD and use this marking in ExternalAuth filter. > -- > 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? > > -- Best regards, Ruslan. From Davide.Gibilisco at bhuman.it Tue Jun 12 07:56:31 2012 From: Davide.Gibilisco at bhuman.it (Gibilisco Davide) Date: Tue, 12 Jun 2012 13:56:31 +0200 Subject: [rt-users] R: ModifySelf RT-4.0.5 Message-ID: <986C785C4398D04DBA9DA7FF686C9099AEC9B0@excw2k3-01.bhlan.bhuman.it> I wrote the following request a few days ago. Does anyone have any suggestions? Da: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Per conto di Gibilisco Davide Inviato: luned? 28 maggio 2012 17:31 A: rt-users at lists.bestpractical.com Oggetto: [rt-users] ModifySelf RT-4.0.5 Hi there, I had grant user with ModifySelf in global section. But, when user is logged in he can't show Preferences tab. I spent a lot of time looking for it without success. Thanks all! ************************************************** Chi riceve il presente messaggio e' tenuto a verificare se lo stesso non gli sia pervenuto per errore. In tal caso e' pregato di avvisare immediatamente il mittente e, tenuto conto delle responsabilita connesse all'indebito utilizzo e/o divulgazione del messaggio e/o delle informazioni in esso contenute, voglia cancellare l'originale e distruggere le varie copie o stampe. The receiver of this message is required to check if he/she has received it erroneously. If so, the receiver is requested to immediately inform the sender and - in consideration of the responsibilities arising from undue use and/or disclosure of the message and/or the information contained therein - destroy the original message and any copy or printout thereof. -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Jun 12 09:22:55 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 12 Jun 2012 09:22:55 -0400 Subject: [rt-users] R: ModifySelf RT-4.0.5 In-Reply-To: <986C785C4398D04DBA9DA7FF686C9099AEC9B0@excw2k3-01.bhlan.bhuman.it> References: <986C785C4398D04DBA9DA7FF686C9099AEC9B0@excw2k3-01.bhlan.bhuman.it> Message-ID: <4FD742AF.1040804@bestpractical.com> On 06/12/2012 07:56 AM, Gibilisco Davide wrote: > I wrote the following request a few days ago. > Does anyone have any suggestions? > > *Da:*rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] *Per conto di > *Gibilisco Davide > *Inviato:* luned? 28 maggio 2012 17:31 > *A:* rt-users at lists.bestpractical.com > *Oggetto:* [rt-users] ModifySelf RT-4.0.5 > > Hi there, > > I had grant user with ModifySelf in global section. > > But, when user is logged in he can?t show Preferences tab. Does the user use the self service interface or the normal privileged interface? In RT 4 click on "Settings" under the "Logged in as ..." menu. > I spent a lot of time looking for it without success. From jblaine at kickflop.net Tue Jun 12 10:21:14 2012 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 12 Jun 2012 10:21:14 -0400 Subject: [rt-users] Search results showing a bunch of HTML In-Reply-To: <4FD666A5.8030402@bestpractical.com> References: <4FD65EE9.2060603@kickflop.net> <4FD666A5.8030402@bestpractical.com> Message-ID: <4FD7505A.90704@kickflop.net> On 6/11/2012 5:44 PM, Thomas Sibley wrote: > On 06/11/2012 05:11 PM, Jeff Blaine wrote: >> I've not seen this reported. Any ideas? >> >> Performing a search is displaying (showing, not rendering) a bunch >> of HTML *after the search results* in RT 3.8.12 and RT 3.8.13 >> (those are the two I know of at least). > > We can't diagnose this without more details and an example. Well, it's basically exactly as described. Can you tell me what more I can provide? Select "Tickets" at left to start a search. Do a search. The results appear. There is a pile of visible HTML shown after the results table, starting right next to the [CHANGE] button. Would you like a screenshot? From ruz at bestpractical.com Tue Jun 12 10:24:48 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 12 Jun 2012 18:24:48 +0400 Subject: [rt-users] [SLA] Custom (and very imperfect) solution for parking stalled tickets In-Reply-To: <1339397156.14578.6.camel@rmwysocki> References: <1339397156.14578.6.camel@rmwysocki> Message-ID: On Mon, Jun 11, 2012 at 10:45 AM, Robert Wysocki wrote: > Dnia 2012-06-09, sob o godzinie 22:50 +0400, Ruslan Zakirov pisze: >> >> >> On Sat, Jun 9, 2012 at 10:17 PM, Scotto Alberto >> wrote: >> ? ? ? ? Much better, following KISS rule: we could simply use hidden >> ? ? ? ? CFs to store temporary values! >> ? ? ? ? This way it's much cleaner, isn't it? >> >> >> >> Have you seen Attributes class/table in RT. It's designed for such >> things. Store anything developer like tied to any RT object. >> > > Actually few days ago I posted my solution for parking tickets that uses > two extra CF's and also asked in the same post is there any way to avoid > those. Unfortunately I didn't get any answer then, now I have one. Sorry. Didn't notice that. I'm not sure why you need additional data storage. 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. 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. This case is very simple, we treat it as any other reply. 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. So my question is how do you want this to work? If you have sane ideas, I would love to know. > Regards, > > -- > Robert Wysocki > administrator system?w linuksowych > Contium S.A., http://www.contium.pl -- Best regards, Ruslan. From trs at bestpractical.com Tue Jun 12 10:26:02 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 12 Jun 2012 10:26:02 -0400 Subject: [rt-users] Search results showing a bunch of HTML In-Reply-To: <4FD7505A.90704@kickflop.net> References: <4FD65EE9.2060603@kickflop.net> <4FD666A5.8030402@bestpractical.com> <4FD7505A.90704@kickflop.net> Message-ID: <4FD7517A.9090503@bestpractical.com> On 06/12/2012 10:21 AM, Jeff Blaine wrote: > On 6/11/2012 5:44 PM, Thomas Sibley wrote: >> On 06/11/2012 05:11 PM, Jeff Blaine wrote: >>> I've not seen this reported. Any ideas? >>> >>> Performing a search is displaying (showing, not rendering) a bunch >>> of HTML *after the search results* in RT 3.8.12 and RT 3.8.13 >>> (those are the two I know of at least). >> >> We can't diagnose this without more details and an example. > > Well, it's basically exactly as described. Can you tell me > what more I can provide? The reason it isn't reported by anyone else is because it's not easily reproducible. This means it's probably a local configuration or format or something specific to your RT install. Simply telling us to do a search and see the HTML that appears isn't helpful. > There is a pile of visible HTML shown after the results > table, starting right next to the [CHANGE] button. > > Would you like a screenshot? We have no way of knowing what that pile of HTML is without seeing it. Yes, a screenshot would be great as would saving the page's entire source and sending it. From mark at westgateit.com Tue Jun 12 10:29:50 2012 From: mark at westgateit.com (Mark Collins) Date: Tue, 12 Jun 2012 14:29:50 +0000 Subject: [rt-users] Callbacks not working Message-ID: <21E506D2989E24469EA79930B4A201F8148F6CEF@ATLAS.westgateit.net> Hi all, I'm trying to get a callback working that hides the system updates in a tickets history, but nothing is happening. I've placed the callback in /opt/rt/local/html/Callbacks/Westgate/Tickets/Elements (it's call ShowHistory), and the callback code just isn't running. The callback itself is as follows: ======================== <%init> my $myskip=1; if ( $Transaction->Type =~ /^(Correspond|Create)$/ ) { $myskip = 0; } $$skip=$myskip; <%args> $Transaction => undef $skip => undef ======================== Any ideas on why this isn't working? Mark Collins Westgate IT Main 0845 017 8852 Fax 0845 017 8854 Web http://www.westgateit.com Fax to email 0845 017 8853 Westgate IT Ltd. 12 Riverside Court, Lower Bristol Road, Bath, BA2 3DZ Company Registered in England and Wales, 3379298. Vat Registration Number: 692 0383 29 This message (and any associated files) is intended only for the use of the individual or entity to which it is addressed and may contain information that is confidential, subject to copyright or constitutes a trade secret. 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Scanned by MailDefender - managed email security from intY - www.maildefender.net From ruz at bestpractical.com Tue Jun 12 10:30:43 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 12 Jun 2012 18:30:43 +0400 Subject: [rt-users] TicketSQL Date parse weird.. In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB729C7E88EE@off-win2003-01.ausregistrygroup.local> References: <8CEF048B9EC83748B1517DC64EA130FB729C7E8097@off-win2003-01.ausregistrygroup.local> <20120607030001.GJ1070@jibsheet.com> <8CEF048B9EC83748B1517DC64EA130FB729C7E862A@off-win2003-01.ausregistrygroup.local> <8CEF048B9EC83748B1517DC64EA130FB729C7E88EE@off-win2003-01.ausregistrygroup.local> Message-ID: Hello Stuart, I've made a typo in the patch. It should be "ZONE" instead of "GMT". You can change code by hands after patching, it's close to line 208 in lib/RT/Date.pm. Also, make sure ParseDate module is the latest from the CPAN. On Fri, Jun 8, 2012 at 11:12 AM, Stuart Browne wrote: >> > >> > >> > Using either 'user' or 'server' as the timezone I get the same result >> but I'm probably missing something here for the fixed-date (I can accept >> that the date might be being modified elsewhere I'm yet to find), but the >> 'tomrorow 10am' shouldn't be a full day off. ?So the adding of the >> timezone offset before Time::ParsEdate::parsedate then removing it again >> appears to be causing the issue here; pushing today past the end of the >> day boundary. >> > >> >> I can believe it's wrong. Time::ParseDate can do timezones, but >> timezones support is very limited, so we do our timezones after >> parsing in UTC. Understandably 'tomorrow 10am' in london while you're >> somewhere else is completely different thing. >> >> We do some compensation in NOW argument and in theory it should work. >> Are you on the latest version of the module? >> >> Never noticed before that ZONE argument can take whatever TZ >> environment variable can take. May be attached patch will just work. >> Have not tested it. Applies cleanly to 3.8 and 4.0. >> >> > I'll try this routine tomorrow morning (before 10am) to see if it shows >> the right thing, then try to figure out a way to get it to return the same >> result for the two RT::Date outputs. > > Ruslan, > > I?m using RT 3.8.8 at the moment. ?did some tests this morning (before the 10-hour's from UTC) and all the times aligned. ?With your patch, the worded time was off by TZ: > > # > # BEFORE 10AM > # > > # > # Before patch > # > [bekar at psg-apps tmp]$ ./test.pl > current time() output: ? ? ? ? ?1339111474 > > fixed-date Time::ParseDate: ? ? 1339200000 > tomorrow 10am Time::ParseDate: ?1339200000 > > fixed-date RT::Date output: ? ? 1339200000 > tomorrow 10am RT::Date output: ?1339200000 > timezone according to RT::Date: 36000 > timezone according to RT::Date: 36000 > > # > # After patch > # > [bekar at psg-apps tmp]$ ./test.pl > current time() output: ? ? ? ? ?1339111434 > > fixed-date Time::ParseDate: ? ? 1339200000 > tomorrow 10am Time::ParseDate: ?1339200000 > > fixed-date RT::Date output: ? ? 1339200000 > tomorrow 10am RT::Date output: ?1339236000 > timezone according to RT::Date: 36000 > timezone according to RT::Date: 36000 > > This was fine all the way until there was TZ seconds until the end of the day (after 14:00 for me). ?Results from that period: > > # > # After 14:00 > # > > # > # Before Patch > # > [bekar at psg-apps tmp]$ ./test.pl > current time() output: ? ? ? ? ?1339128542 > > fixed-date Time::ParseDate: ? ? 1339200000 > tomorrow 10am Time::ParseDate: ?1339200000 > > fixed-date RT::Date output: ? ? 1339200000 > tomorrow 10am RT::Date output: ?1339286400 > timezone according to RT::Date: 36000 > timezone according to RT::Date: 36000 > > # > # After Patch > # > [bekar at psg-apps tmp]$ ./test.pl > current time() output: ? ? ? ? ?1339128507 > > fixed-date Time::ParseDate: ? ? 1339200000 > tomorrow 10am Time::ParseDate: ?1339200000 > > fixed-date RT::Date output: ? ? 1339200000 > tomorrow 10am RT::Date output: ?1339236000 > timezone according to RT::Date: 36000 > timezone according to RT::Date: 36000 > > So the un-patched is definitely wrong. ?The patched is more consistent but sadly still wrong. ?Perhaps putting the removal of TZ back in to get the expected result more consistently: > > # > # Additional line > # > [bekar at psg-apps tmp]$ ./test.pl > current time() output: ? ? ? ? ?1339139429 > > fixed-date Time::ParseDate: ? ? 1339200000 > tomorrow 10am Time::ParseDate: ?1339200000 > > fixed-date RT::Date output: ? ? 1339200000 > tomorrow 10am RT::Date output: ?1339200000 > timezone according to RT::Date: 36000 > timezone according to RT::Date: 36000 > > Coming up to a public holiday here so I won't be in a position to do any testing until Tue/Wed next week. ?I'll try it again before 10-am to see if I get a consistent result. > > Stuart -- Best regards, Ruslan. From vadud3 at gmail.com Tue Jun 12 10:35:18 2012 From: vadud3 at gmail.com (Asif Iqbal) Date: Tue, 12 Jun 2012 10:35:18 -0400 Subject: [rt-users] Authentication against LDAP and Authorization against internal db In-Reply-To: References: Message-ID: On Tue, Jun 12, 2012 at 5:51 AM, Ruslan Zakirov wrote: > On Tue, Jun 12, 2012 at 5:38 AM, Asif Iqbal wrote: > > I am using external authentication against our corporate AD server > > successfully, using the RT::Authen::ExternalAuth. > > > > But I like the authorization done against internal db for user account. > > > > Just because a user has a valid AD credential is not enough for him/her > to > > be able to login to our RT. We like > > to manage the login by creating the user account into internal db using > the > > Web UI. > > > > So we still like the user to use their AD credential and no need to > remember > > another password, and at the same time > > only be able to login if the same username is available in internal db. > > > > Is that possible? Any suggestion/tip is appreciated. > > Yes, it is possible, but not like you want it to be. > > As far as I can see users need AD record anyway, just mark them > somehow in AD and use this marking in ExternalAuth filter. > > I have no access to AD. It belongs to corporate group and will not be able to manage a group. There is no way to control the Authorization part locally? > > -- > > 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? > > > > > > > > -- > Best regards, Ruslan. > -- 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? -------------- next part -------------- An HTML attachment was scrubbed... URL: From Davide.Gibilisco at bhuman.it Tue Jun 12 10:39:10 2012 From: Davide.Gibilisco at bhuman.it (Gibilisco Davide) Date: Tue, 12 Jun 2012 16:39:10 +0200 Subject: [rt-users] R: R: ModifySelf RT-4.0.5 In-Reply-To: <4FD742AF.1040804@bestpractical.com> References: <986C785C4398D04DBA9DA7FF686C9099AEC9B0@excw2k3-01.bhlan.bhuman.it> <4FD742AF.1040804@bestpractical.com> Message-ID: <986C785C4398D04DBA9DA7FF686C9099AEC9D8@excw2k3-01.bhlan.bhuman.it> >> I wrote the following request a few days ago. >> Does anyone have any suggestions? >> >> *Da:*rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] *Per conto di >> *Gibilisco Davide >> *Inviato:* luned? 28 maggio 2012 17:31 >> *A:* rt-users at lists.bestpractical.com >> *Oggetto:* [rt-users] ModifySelf RT-4.0.5 >> >> Hi there, >> >> I had grant user with ModifySelf in global section. >> >> But, when user is logged in he can?t show Preferences tab. >> I spent a lot of time looking for it without success. > >Does the user use the self service interface or the normal privileged interface? > >In RT 4 click on "Settings" under the "Logged in as ..." menu. The user has normal privilege on interface, he's has also FULL right. But Prefereces is not visible on "Settings" under the "Logged in as ..." menu. I'm looking for a function that allows the user to share his tickets when he is in "out of office" ************************************************** Chi riceve il presente messaggio e' tenuto a verificare se lo stesso non gli sia pervenuto per errore. In tal caso e' pregato di avvisare immediatamente il mittente e, tenuto conto delle responsabilita connesse all'indebito utilizzo e/o divulgazione del messaggio e/o delle informazioni in esso contenute, voglia cancellare l'originale e distruggere le varie copie o stampe. The receiver of this message is required to check if he/she has received it erroneously. If so, the receiver is requested to immediately inform the sender and - in consideration of the responsibilities arising from undue use and/or disclosure of the message and/or the information contained therein - destroy the original message and any copy or printout thereof. From ruz at bestpractical.com Tue Jun 12 10:39:49 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 12 Jun 2012 18:39:49 +0400 Subject: [rt-users] Callbacks not working In-Reply-To: <21E506D2989E24469EA79930B4A201F8148F6CEF@ATLAS.westgateit.net> References: <21E506D2989E24469EA79930B4A201F8148F6CEF@ATLAS.westgateit.net> Message-ID: On Tue, Jun 12, 2012 at 6:29 PM, Mark Collins wrote: > Hi all, > > I'm trying to get a callback working that hides the system updates in a tickets history, but nothing is happening. > > I've placed the callback in /opt/rt/local/html/Callbacks/Westgate/Tickets/Elements (it's call ShowHistory), and the callback code just isn't running. The callback itself is as follows: It should be .../Westgate/Tickets/Elements/ShowHistory directory and file should be named after name of the callback you want to use. In this case it's SkipTransaction. Below see comments about your code. > ======================== > <%init> > my $myskip=1; > > if ( $Transaction->Type =~ /^(Correspond|Create)$/ ) { > ? ? ? ?$myskip = 0; > } > $$skip=$myskip; > > > > <%args> > $Transaction => undef > $skip => undef > Logic of the code is slightly wrong. It will work, but it doesn't cope with multiple callbacks. You shouldn't set $$skip to 1. Use "return if $$skip;" as first line in the <%INIT> block. This way you can avoid conflicts with extensions that use this callback. Also, condition looks too agressive, you skip status changes, comments, custom field changes and many other things, but it's really up to you what to do here. Check that $m->request_path matches 'Display.html'. This way you can have short history on ticket's primary page and full when History tab is clicked. > ======================== > > Any ideas on why this isn't working? > > Mark Collins > Westgate IT > Main > 0845 017 8852 > Fax > 0845 017 8854 > Web > http://www.westgateit.com > > > > > Fax to email > 0845 017 8853 > > > > > > > > > > Westgate IT Ltd. 12 Riverside Court, Lower Bristol Road, Bath, BA2 3DZ > Company Registered in England and Wales, 3379298. Vat Registration Number: 692 0383 29 > > This message (and any associated files) is intended only for the use of the individual or entity to which it is addressed and may contain information that is confidential, subject to copyright or constitutes a trade secret. If you are not the intended recipient you are hereby notified that any dissemination, copying or distribution of this message, or files associated with this message, is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and deleting it from your computer. Messages sent to and from us may be monitored. > > Internet communications cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. Therefore, we do not accept responsibility for any errors or omissions that are present in this message, or any attachment, that have arisen as a result of e-mail transmission. If verification is required, please request a hard-copy version. Any views or opinions presented are solely those of the author and do not necessarily represent those of the company. > > Scanned by MailDefender - managed email security from intY - www.maildefender.net -- Best regards, Ruslan. From drey111 at gmail.com Tue Jun 12 10:43:18 2012 From: drey111 at gmail.com (Joe Harris) Date: Tue, 12 Jun 2012 10:43:18 -0400 Subject: [rt-users] Custom template/scrip with conditional responses Message-ID: Is there a way in templates to build one with a conditional response based on transaction type? (4.0.5) Example: I have a template for owner change which works well. On owner change notify of change adds the new owner in the subject like so: Subject: Owner change: {$Ticket->OwnerObj->Name}: {$Ticket->Subject} {$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon. Transaction: {$Transaction->Description} Queue: {$Ticket->QueueObj->Name} Subject: {$Transaction->Subject || $Ticket->Subject || {$Ticket->OwnerObj->Name} || "(No subject given)"} Owner: {$Ticket->OwnerObj->Name} Requestors: {$Ticket->RequestorAddresses} Status: {$Ticket->Status} Ticket URL: {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} Mobile URL: {RT->Config->Get('WebURL')}m/ticket/history?id={$Ticket->id} What I would like is to have one like that for Status change, but I don't want the users to get multiple emails on the same transaction. So if I could what an if statement around the subject line to determine what the change was and use one template for multiple purposes. If owner changes -> Show new owner in subject If status change -> Show new status in subject and/or even if both conditions, add both. Is this even possible? Thanks in advance for any insight! Joe From mark at westgateit.com Tue Jun 12 10:45:32 2012 From: mark at westgateit.com (Mark Collins) Date: Tue, 12 Jun 2012 14:45:32 +0000 Subject: [rt-users] Callbacks not working In-Reply-To: References: <21E506D2989E24469EA79930B4A201F8148F6CEF@ATLAS.westgateit.net> Message-ID: <21E506D2989E24469EA79930B4A201F8148F6E46@ATLAS.westgateit.net> Ruslan, Thanks for the quick response - the file is in the correct path (that was a cut & paste error) with the correct name: loki:/opt/rt/local/html/Callbacks/Westgate/Tickets/Elements/ShowHistory # ls SkipTransaction When I look at the ticket history, all the content is still there, even if I change the <%init> block to skip everything. RT version is 4.0.5 Mark Collins Westgate IT 0845 017 8852 -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: 12 June 2012 15:40 To: Mark Collins Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Callbacks not working On Tue, Jun 12, 2012 at 6:29 PM, Mark Collins wrote: > Hi all, > > I'm trying to get a callback working that hides the system updates in a tickets history, but nothing is happening. > > I've placed the callback in /opt/rt/local/html/Callbacks/Westgate/Tickets/Elements (it's call ShowHistory), and the callback code just isn't running. The callback itself is as follows: It should be .../Westgate/Tickets/Elements/ShowHistory directory and file should be named after name of the callback you want to use. In this case it's SkipTransaction. Below see comments about your code. > ======================== > <%init> > my $myskip=1; > > if ( $Transaction->Type =~ /^(Correspond|Create)$/ ) { > ? ? ? ?$myskip = 0; > } > $$skip=$myskip; > > > > <%args> > $Transaction => undef > $skip => undef > Logic of the code is slightly wrong. It will work, but it doesn't cope with multiple callbacks. You shouldn't set $$skip to 1. Use "return if $$skip;" as first line in the <%INIT> block. This way you can avoid conflicts with extensions that use this callback. Also, condition looks too agressive, you skip status changes, comments, custom field changes and many other things, but it's really up to you what to do here. Check that $m->request_path matches 'Display.html'. This way you can have short history on ticket's primary page and full when History tab is clicked. > ======================== > > Any ideas on why this isn't working? > > Mark Collins > Westgate IT > Main > 0845 017 8852 > Fax > 0845 017 8854 > Web > http://www.westgateit.com > > > > > Fax to email > 0845 017 8853 > > > > > > > > > > Westgate IT Ltd. 12 Riverside Court, Lower Bristol Road, Bath, BA2 3DZ > Company Registered in England and Wales, 3379298. Vat Registration > Number: 692 0383 29 > > This message (and any associated files) is intended only for the use of the individual or entity to which it is addressed and may contain information that is confidential, subject to copyright or constitutes a trade secret. If you are not the intended recipient you are hereby notified that any dissemination, copying or distribution of this message, or files associated with this message, is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and deleting it from your computer. Messages sent to and from us may be monitored. > > Internet communications cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. Therefore, we do not accept responsibility for any errors or omissions that are present in this message, or any attachment, that have arisen as a result of e-mail transmission. If verification is required, please request a hard-copy version. Any views or opinions presented are solely those of the author and do not necessarily represent those of the company. > > Scanned by MailDefender - managed email security from intY - > www.maildefender.net -- Best regards, Ruslan. Scanned by MailDefender - managed email security from intY - www.maildefender.net From ruz at bestpractical.com Tue Jun 12 10:55:42 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 12 Jun 2012 18:55:42 +0400 Subject: [rt-users] SeeGroupDashboard - trying to let group A see group B's dashboards In-Reply-To: References: Message-ID: Hi, Your steps are correct from ACLs point of view and in theory should work. However, I totally believe that it may fail to work. I didn't look into this part of the code for a while and I may be wrong here. Dashboards inherit privacy and ACL concepts from saved searches that were in the system for a while. From the beginning we showed group's saved searches only to users of the group even if she has rights on other groups. We now have code that can "select groups on which user has right X", but still SQL is complicated and we don't change this. Basic test can confirm me theory. Add some user from A group to B group, login as this user and check if he can now see searches of both groups. If he can then I'm right. It's fixable, but out of our radar at the moment. On Sun, Jun 10, 2012 at 4:20 AM, Scotto Alberto wrote: > I'm trying to let group A see group B's dashboards, where A and B are > not related as subgroups > What I did was: > Went to Admin/Groups/GroupRights.html?id=group_b_id > Typed 'A' in the field "Add group" > Ticked SeeGroupDashboard right. > > But it doesn't work. > May be some kind of a bug in the ACL system? > I'm on RT 4.0.2 > > Generally speaking, is it correct my interpretation of the ACL user > interface, GroupRights.html page? > I mean, if I am in Groups/GroupRights.html?id=X, and I select a group on > the left, say Everyone, ticking rights means "grant Everyone the right to > do this or that to Group X", doesn't it? > As well as, if I am in Queues/GroupRights.html?id=Y, and I select a group > on the left, say Everyone, ticking rights means "grant Everyone the right > to do something on Queue Y" > > Thanks > > > Alberto Scotto > > [image: 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. > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: blue.png Type: image/png Size: 2834 bytes Desc: not available URL: From jim.lesinski at gmail.com Tue Jun 12 11:27:12 2012 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Tue, 12 Jun 2012 11:27:12 -0400 Subject: [rt-users] Callback to redirect page in Create.html In-Reply-To: <75B96AD150AB22458B839B06503D354C027344@SE-EX023.groupinfra.com> References: <75B96AD150AB22458B839B06503D354C027344@SE-EX023.groupinfra.com> Message-ID: I had thought about doing that but it seemed like there would be some way to access the queue from the ARGSRef. It's good to know that is an option. How are you handling custom field layout in your CreateNew.html then? Ideally I would like to modify the layout of some custom fields or maybe put them into their own section. It looks like the fields are all rendered in /Ticket/Elements/EditCustomFields. What is the best practice there? Thanks, Jim On Tue, Jun 12, 2012 at 3:29 AM, Renney, Paul wrote: > Jim, > > I did it the following way in RT 4.0.5: > > Copied share/html/Ticket/Create.html into the local/html/Ticket directory, > changed the Init callback line in Create.html to make: > > $m->callback( CallbackName => "Init", ARGSRef => \%ARGS, QueueObj => > QueueObj ); > > Copied original Create.html into local directory and renamed original > Create.html to another name (CreateNew.html). > > In the callback you described > (local/html/Callbacks/MYNAME/Ticket/Create.html/Init) I have: > > <%init> > if ($Queueobj->Name eq 'Custom Queue Name'){ > $m->redirect($RT::WebURL."Ticket/CreateNew.html?Queue=".$QueueObj->id); > } > > > <%ARGS> > $QueueObj => undef > > > The WebURL part is probably not needed, and I'm not sure what the ARGS > section does, but I don't want to change it now as it works. Apologies if > there are any typos, I'm copying it across manually from another terminal. > > Regards, > Paul > > ------------------------------ > *From:* rt-users-bounces at lists.bestpractical.com [ > rt-users-bounces at lists.bestpractical.com] on behalf of Jim Lesinski [ > jim.lesinski at gmail.com] > *Sent:* 11 June 2012 23:39 > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] Callback to redirect page in Create.html > > Hello, > > Can anyone offer any insight about creating a Callback in Create.html to > redirect to a custom create page an a per queue basis? I believe I have the > correct callback in: > > /opt/rt4/local/html/Callbacks/MYNAME/Ticket/Create.html/Init > > and I am able to perform the redirect, but can't seem to get the queue > name properly to test the queue name. I am thinking it would be something > like > > <%init> > %if ($Queueobj->Name eq 'Whatever'){ > $m->redirect('/Tickets/custom.html'); > } > > > > the redirect portion works fine, I just don't know how to get the queue > name. If anyone wants to offer up an end to end solution including an > example custom page that would be even better! > > Thanks, > Jim > > Think green - keep it on the screen. This e-mail and any attachment is for > authorised use by the intended recipient(s) only. It may contain > proprietary material, confidential information and/or be subject to legal > privilege. It should not be copied, disclosed to, retained or used by, any > other party. If you are not an intended recipient then please promptly > delete this e-mail and any attachment and all copies and inform the sender. > Thank you. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Jun 12 11:36:21 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 12 Jun 2012 11:36:21 -0400 Subject: [rt-users] Callback to redirect page in Create.html In-Reply-To: References: <75B96AD150AB22458B839B06503D354C027344@SE-EX023.groupinfra.com> Message-ID: <4FD761F5.6060507@bestpractical.com> On 06/12/2012 11:27 AM, Jim Lesinski wrote: > I had thought about doing that but it seemed like there would be some > way to access the queue from the ARGSRef. It's good to know that is an > option. Of course you can access the queue via the values in $ARGSRef. Look at how the Ticket/Create.html page does it right below the Init callback line. From dgarcia at cesca.cat Tue Jun 12 11:59:56 2012 From: dgarcia at cesca.cat (Daniel Garcia Mejia) Date: Tue, 12 Jun 2012 17:59:56 +0200 Subject: [rt-users] Articles rights Message-ID: <4FD7677C.4070700@cesca.cat> Hi I have one question about Articles that I have not found searching by Google. I want to build a RT system that has different articles (with differents category) but with different visibility permissions according to differents user groups. It is possible? I only see one permission 'ShowArticles', but show ALL articles. I want to show by category for example... Thanks in advance! Daniel -- ....................................................................... __ / / Daniel Garc?a Mej?a C E / S / C A Portals i Repositoris /_/ Centre de Serveis Cient?fics i Acad?mics de Catalunya Gran Capit?, 2-4 (Edifici Nexus) ? 08034 Barcelona T. NULL ? F. 93 205 6979 ? dgarcia at cesca.cat Facebook (http://on.fb.me/vPv3oN) ? Twitter @CE5CA ? Linkedin Subscriu-te al butllet? (www.cesca.cat/butlleti) ....................................................................... From Hossein.Rafighi at triumf.ca Tue Jun 12 13:29:13 2012 From: Hossein.Rafighi at triumf.ca (Hossein Rafighi) Date: Tue, 12 Jun 2012 10:29:13 -0700 Subject: [rt-users] Can't add more than one attachment In-Reply-To: <4FD7677C.4070700@cesca.cat> References: <4FD7677C.4070700@cesca.cat> Message-ID: <4FD77C69.5050208@triumf.ca> Hi, I am not certain if this is mis/configuration on my part, but it seems users can only add one attachment when they are replying to a ticket using the web interface! Although "Add More Files" button is there, but when you click on it it submits a ticket rather than allowing you to add more attachments. Is this a bug, or misconfig on my part? I am using RT 4.0.0 Many thanks, Hossein -- _____ _____ _____ _ _ _ _ ____ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_____| \___/ |_| |_||_| Website: http://www.triumf.ca -------------- next part -------------- A non-text attachment was scrubbed... Name: RT.png Type: image/png Size: 11474 bytes Desc: not available URL: From ruz at bestpractical.com Tue Jun 12 13:54:27 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 12 Jun 2012 21:54:27 +0400 Subject: [rt-users] Callbacks not working In-Reply-To: <21E506D2989E24469EA79930B4A201F8148F6E46@ATLAS.westgateit.net> References: <21E506D2989E24469EA79930B4A201F8148F6CEF@ATLAS.westgateit.net> <21E506D2989E24469EA79930B4A201F8148F6E46@ATLAS.westgateit.net> Message-ID: Have you cleaned the mason cache? On Tue, Jun 12, 2012 at 6:45 PM, Mark Collins wrote: > Ruslan, > > Thanks for the quick response - the file is in the correct path (that was a cut & paste error) with the correct name: > > loki:/opt/rt/local/html/Callbacks/Westgate/Tickets/Elements/ShowHistory # ls > SkipTransaction > > When I look at the ticket history, all the content is still there, even if I change the <%init> block to skip everything. > > RT version is 4.0.5 > > Mark Collins > Westgate IT > 0845 017 8852 > > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: 12 June 2012 15:40 > To: Mark Collins > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Callbacks not working > > On Tue, Jun 12, 2012 at 6:29 PM, Mark Collins wrote: >> Hi all, >> >> I'm trying to get a callback working that hides the system updates in a tickets history, but nothing is happening. >> >> I've placed the callback in /opt/rt/local/html/Callbacks/Westgate/Tickets/Elements (it's call ShowHistory), and the callback code just isn't running. The callback itself is as follows: > > It should be .../Westgate/Tickets/Elements/ShowHistory directory and file should be named after name of the callback you want to use. In this case it's SkipTransaction. > > Below see comments about your code. > >> ======================== >> <%init> >> my $myskip=1; >> >> if ( $Transaction->Type =~ /^(Correspond|Create)$/ ) { >> ? ? ? ?$myskip = 0; >> } >> $$skip=$myskip; >> >> >> >> <%args> >> $Transaction => undef >> $skip => undef >> > > > Logic of the code is slightly wrong. It will work, but it doesn't cope with multiple callbacks. You shouldn't set $$skip to 1. Use "return if $$skip;" as first line in the <%INIT> block. This way you can avoid conflicts with extensions that use this callback. > > Also, condition looks too agressive, you skip status changes, comments, custom field changes and many other things, but it's really up to you what to do here. > > Check that $m->request_path matches 'Display.html'. This way you can have short history on ticket's primary page and full when History tab is clicked. > >> ======================== >> >> Any ideas on why this isn't working? >> >> Mark Collins >> Westgate IT >> Main >> 0845 017 8852 >> Fax >> 0845 017 8854 >> Web >> http://www.westgateit.com >> >> >> >> >> Fax to email >> 0845 017 8853 >> >> >> >> >> >> >> >> >> >> Westgate IT Ltd. 12 Riverside Court, Lower Bristol Road, Bath, BA2 3DZ >> Company Registered in England and Wales, 3379298. Vat Registration >> Number: 692 0383 29 >> >> This message (and any associated files) is intended only for the use of the individual or entity to which it is addressed and may contain information that is confidential, subject to copyright or constitutes a trade secret. If you are not the intended recipient you are hereby notified that any dissemination, copying or distribution of this message, or files associated with this message, is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and deleting it from your computer. Messages sent to and from us may be monitored. >> >> Internet communications cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. Therefore, we do not accept responsibility for any errors or omissions that are present in this message, or any attachment, that have arisen as a result of e-mail transmission. If verification is required, please request a hard-copy version. Any views or opinions presented are solely those of the author and do not necessarily represent those of the company. >> >> Scanned by MailDefender - managed email security from intY - >> www.maildefender.net > > > > -- > Best regards, Ruslan. > > Scanned by MailDefender - managed email security from intY - www.maildefender.net -- Best regards, Ruslan. From ruz at bestpractical.com Tue Jun 12 13:57:07 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 12 Jun 2012 21:57:07 +0400 Subject: [rt-users] Authentication against LDAP and Authorization against internal db In-Reply-To: References: Message-ID: On Tue, Jun 12, 2012 at 6:35 PM, Asif Iqbal wrote: > On Tue, Jun 12, 2012 at 5:51 AM, Ruslan Zakirov > wrote: >> >> On Tue, Jun 12, 2012 at 5:38 AM, Asif Iqbal wrote: >> > I am using external authentication against our corporate AD server >> > successfully, using the ?RT::Authen::ExternalAuth. >> > >> > But I like the authorization done against internal db for user account. >> > >> > Just because a user has a valid AD credential is not enough for him/her >> > to >> > be able to login to our RT. We like >> > to manage the login by creating the user account into internal db using >> > the >> > Web UI. >> > >> > So we still like the user to use their AD credential and no need to >> > remember >> > another password, and at the?same time >> > only be able to login if the same username is available in internal db. >> > >> > Is that possible? Any suggestion/tip is appreciated. >> >> Yes, it is possible, but not like you want it to be. >> >> As far as I can see users need AD record anyway, just mark them >> somehow in AD and use this marking in ExternalAuth filter. >> > > I have no access to AD. It belongs to corporate group and will not be able > to manage a group. > > There is no way to control the Authorization part locally? Not out of the box. Patch external auth module and add option to avoid creation of new users. >> > -- >> > 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? >> > >> > >> >> >> >> -- >> Best regards, Ruslan. > > > > > -- > 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? > > -- Best regards, Ruslan. From jim.lesinski at gmail.com Tue Jun 12 14:07:21 2012 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Tue, 12 Jun 2012 14:07:21 -0400 Subject: [rt-users] Callback to redirect page in Create.html In-Reply-To: <4FD761F5.6060507@bestpractical.com> References: <75B96AD150AB22458B839B06503D354C027344@SE-EX023.groupinfra.com> <4FD761F5.6060507@bestpractical.com> Message-ID: I see the line: my $Queue = $ARGS{Queue}; but honestly I can't seem to figure out how to get it to work in the Init file. Could you show a simple example of it's use? On Tue, Jun 12, 2012 at 11:36 AM, Thomas Sibley wrote: > On 06/12/2012 11:27 AM, Jim Lesinski wrote: > > I had thought about doing that but it seemed like there would be some > > way to access the queue from the ARGSRef. It's good to know that is an > > option. > > Of course you can access the queue via the values in $ARGSRef. Look at > how the Ticket/Create.html page does it right below the Init callback line. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From frank.oh at red.com Tue Jun 12 14:23:58 2012 From: frank.oh at red.com (FrankOh) Date: Tue, 12 Jun 2012 11:23:58 -0700 (PDT) Subject: [rt-users] RT 3.8.0 DB migrate to 4.0.5 - Errors Please help! Message-ID: <34001658.post@talk.nabble.com> OK i've searched all over the Internet and I can't seem to fix the problem. Currently in production we have RHEL (kernel 2.6.18-238.9.1.el5) with RT3.8.0 installed on mySQL 5.0.77. We want to move RT off of this physical box and put it on VM. At the same time upgrade to the latest RT 4.0.5. What I have done so far: - Got a backup of our DB in production using mysqldump - Created the brand new environment. Tried two different distros. Debian (Squeeze) was by far the easiest using all the tutorials and aptitude. Kernel 2.6.32-5-amd64 with RT 4.0.5 and mysql 5.1.61-0+squeeze1. Also created a Centos 6.2 (kernel 2.6.32-220.el6.x86_64) environment with RT 4.0.5 and mySQL 5.1.61. - In both cases, RT 4.0.5 was working without any issues after the initial install. Then I deleted the "sample" DB, created a new empty db (rtdb) and imported the mySQL dump from production: "mysql --max_allowed_packet=512M -u root -p rtdb < rt.sql" After the import was complete, if i had a session open from before.. i can actually browse the RT site and see all my old information.. cool. Then I did the upgrade using the RT scripts. Since I am not migrating from prior 3.8.0 and I am not moving from mySQL 4.0 to 4.1, I do not need to apply the mySQL scripts in the README. All i did after this import was: "rt-setup-database --prompt-for-dba-password --action upgrade" After a couple prompts ("current version" 3.8.0", etc) it did its upgrade process. I didn't get any errors.. however i did get some warnings. Something about if you're not using something then don't worry about it. [Sat Jun 9 20:36:36 2012] [warning]: Going to add [OLD] prefix to all templates in approvals queue. If you have never used approvals, you can safely delete all the templates with the [OLD] prefix. Leave the new Approval templates because you may eventually want to start using approvals. (./etc/upgrade/3.8.2/content:3) [Sat Jun 9 20:37:01 2012] [warning]: IMPORTANT: We're going to delete all scrips in Approvals queue and save them in 'rt-approvals-scrips-cxYO' file. (./etc/upgrade/3.8.2/content:165) [Sat Jun 9 20:37:30 2012] [warning]: Couldn't set SortOrder: That is already the current value (./etc/upgrade/3.8.8/content:32) [Sat Jun 9 20:37:30 2012] [warning]: Couldn't set SortOrder: That is already the current value (./etc/upgrade/3.8.8/content:32) The upgrade finished without a hitch. Now i see 26 tables in my DB (3.8.0, there were 21). Now again, i can browse the RT site with my imported data. Now the error.... When i restart the box.. or even restart apache (httpd in Centos and apache2 in Debian).. i get weird errors. Debian box (Squeeze): root at rt-migrate:~# service apache2 restart Restarting web server: apache2RT since version 3.8 has new schema for MySQL versions after 4.1.0 Follow instructions in the UPGRADING.mysql file. [Wed May 30 14:44:45 2012] [warning]: (in cleanup) Error while loading /usr/share/request-tracker4/libexec/rt-server: ModPerl::Util::exit: (120000) exit was called at /usr/share/request-tracker4/libexec/rt-server line 135 at /usr/share/perl5/Plack/Util.pm line 156. (/usr/share/request-tracker4/lib/RT.pm:353) ... waiting RT since version 3.8 has new schema for MySQL versions after 4.1.0 Follow instructions in the UPGRADING.mysql file. [Wed May 30 14:44:48 2012] [warning]: (in cleanup) Error while loading /usr/share/request-tracker4/libexec/rt-server: ModPerl::Util::exit: (120000) exit was called at /usr/share/request-tracker4/libexec/rt-server line 135 at /usr/share/perl5/Plack/Util.pm line 156. (/usr/share/request-tracker4/lib/RT.pm:353) Debian /var/log/apache/error.log [Wed May 30 14:45:02 2012] [warning]: Subroutine handle_startup_error redefined at /usr/share/request-tracker4/libexec/rt-server line 240. (/usr/share/request-tracker4/libexec/rt-server:240) [Wed May 30 14:45:02 2012] [warning]: Subroutine handle_bind_error redefined at /usr/share/request-tracker4/libexec/rt-server line 252. (/usr/share/request-tracker4/libexec/rt-server:252) RT since version 3.8 has new schema for MySQL versions after 4.1.0 Follow instructions in the UPGRADING.mysql file. [Wed May 30 07:45:15 2012] [error] [client 10.2.66.131] Error while loading /usr/share/request-tracker4/libexec/rt-server: ModPerl::Util::exit: (120000) exit was called at /usr/share/request-tracker4/libexec/rt-server line 135 at /usr/share/perl5/Plack/Util.pm line 156.\n If i browse to the server: http:///rt I get a 500 Internal Server error. CentOS box 6.2: Restarting the httpd service doesn't display any errors. Httpd looks like it started correctly. Centos /var/log/httpd/error.log [Sat Jun 09 13:46:41 2012] [notice] Apache/2.2.15 (Unix) DAV/2 mod_fcgid/2.3.7 PHP/5.3.3 mod_ssl/2.2.15 OpenSSL/1.0.0-fips configured -- resuming normal operations RT since version 3.8 has new schema for MySQL versions after 4.1.0 Follow instructions in the UPGRADING.mysql file. [Sat Jun 09 13:46:51 2012] [warn] [client x.x.x.x] (104)Connection reset by peer: mod_fcgid: error reading data from FastCGI server [Sat Jun 09 13:46:51 2012] [error] [client x.x.x.x] Premature end of script headers: rt-server.fcgi What does this error mean? I was doing some research and all i could find is it was a permissions issue. I chmod 777 to this file.. and also gave the whole folder permission to apache:apache (user used to start httpd). Still i get the same error. Also i was reading about Collation and character set. Could this be the problem? Please help! i've been banging my head trying to get this to work.. and possible it's a simple fix.. hopefully. I don't care what distro we get RT4.0.6 running on.. just need to make sure i can successfully migrate the old data over. Please help!! Thanks! -Frank -- View this message in context: http://old.nabble.com/RT-3.8.0-DB-migrate-to-4.0.5---Errors-Please-help%21-tp34001658p34001658.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From al.scotto at reply.it Tue Jun 12 15:52:41 2012 From: al.scotto at reply.it (Scotto Alberto) Date: Tue, 12 Jun 2012 19:52:41 +0000 Subject: [rt-users] R: Autocomplete feature for unprivileged users (AllowUserAutocompleteForUnprivileged?) Message-ID: I DID IT!!!! Set($SelfServiceRegex, qr!^(?:/+(SelfService|Helpers/Autocomplete)/)!x ); I'm not a perl regex expert at all, but it works! Or so it seems! I'm afraid it's too easy to be correct, so, please, tell me if it's fine. Thank you so much!!! ________________________________________ Da: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] per conto di Thomas Sibley [trs at bestpractical.com] Inviato: marted? 29 maggio 2012 14.57 A: rt-users at lists.bestpractical.com Oggetto: Re: [rt-users] R: Autocomplete feature for unprivileged users (AllowUserAutocompleteForUnprivileged?) On 05/29/2012 08:50 AM, SCOTTO Alberto (Consultant) (FIAT POWERTRAIN TECHNOLOGIES) wrote: > Thank you very much for the link! > It's a feature very useful for end users, so when I have time, I'll try to figure out how to solve the problem (I see a solution already exists, I'll see if it works on RT4). FWIW, the autocomplete feature only exists in RT 4. I believe the correct workaround is to add /Helpers/Autocomplete/Users and /Helpers/Autocomplete/Owners to the $SelfServiceRegex config option. We're working on a fix which also refactors and tidies up the autocomplete endpoints while we're at it. Thomas 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. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: blue.png Type: image/png Size: 2834 bytes Desc: blue.png URL: From ptomblin at xcski.com Tue Jun 12 16:26:55 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Tue, 12 Jun 2012 16:26:55 -0400 Subject: [rt-users] Slightly off-topic Message-ID: I have a need to access information in another database simultaneously to the , so I cloned RT::Handle.pm into my own RTx::FooBar::Handle that access the other database. Now I'm testing this on my Linux box and everything is running fine, but I copied it over to my MacBook Pro in order to demo it to a client, but Postgres is complaining that it's running out of database handles. So I added a DESTROY method to my RTx::FooBar::Handle that does a $self->dbh->disconnect. I stuck a call to $RT::Logger->debug in that DESTROY method just to make sure. On the Linux box, it's definitely getting called and the debug is printing out, but I wasn't running out of handles there so I don't know if that's helping matters. On the Mac, either it's not getting called or the logger isn't working, and it's running out of handles still. Any suggestions? -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From mike.johnson at nosm.ca Tue Jun 12 16:38:33 2012 From: mike.johnson at nosm.ca (Mike Johnson) Date: Tue, 12 Jun 2012 16:38:33 -0400 Subject: [rt-users] Extension to allow queue change on creating child ticket Message-ID: Greetings all, I searched for an answer to this, but couldn't come up with anything relevant. Is there an extension out there, or has someone customized their rt to allow you to pick the queue a child ticket gets created in? So we don't have to do a multi-step process to have children tickets on a parent that are in a different queue? Would there be some sort of scrip I could make to do this if there isn't an extension or customization? Any insight on this would be appreciated. Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.johnson at nosm.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From al.scotto at reply.it Tue Jun 12 16:58:56 2012 From: al.scotto at reply.it (Scotto Alberto) Date: Tue, 12 Jun 2012 20:58:56 +0000 Subject: [rt-users] R: Extension to allow queue change on creating child ticket In-Reply-To: References: Message-ID: If I understand well, then you didn't search very well: this extension is listed in bestpractical's website! http://bestpractical.com/rt/extensions.html http://search.cpan.org/dist/RT-Extension-SpawnLinkedTicketInQueue/lib/RT/Extension/SpawnLinkedTicketInQueue.pm BTW, there is something I don't quite understand about this extension, and I'm gonna ask. The fact is that the child ticket created by the extension does not contain any text of the original request, which doesn't seem very nice to me.. Maybe the idea is to avoid duplicating something memory-expensive as the content of a request. Nevertheless it takes much more for the AdminCC of the new queue to read the request, as he/she has to do more clicks ("links", "parent"). Anyone who noticed this behaviour and improved it? I haven't gone deep on this yet, as I'm on configuring/customizing SLA extension right now Thanks ________________________________ Inizio: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] per conto di Mike Johnson [mike.johnson at nosm.ca] Inviato: marted? 12 giugno 2012 22.38 Fine: rt-users at lists.bestpractical.com Oggetto: [rt-users] Extension to allow queue change on creating child ticket Greetings all, I searched for an answer to this, but couldn't come up with anything relevant. Is there an extension out there, or has someone customized their rt to allow you to pick the queue a child ticket gets created in? So we don't have to do a multi-step process to have children tickets on a parent that are in a different queue? Would there be some sort of scrip I could make to do this if there isn't an extension or customization? Any insight on this would be appreciated. Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.johnson at nosm.ca ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Brian.Schrock at gardencitygroup.com Tue Jun 12 17:22:30 2012 From: Brian.Schrock at gardencitygroup.com (Brian Schrock) Date: Tue, 12 Jun 2012 21:22:30 +0000 Subject: [rt-users] Search Ticket Transaction History in Query Builder? Message-ID: <5B4DCF16578AAF40B89161AA18AC9510D33D16@GCGO-EXMB1.gcdomain.local> All, The issues are: 1) How do I search transaction history using the query builder? 2) How do I convert an SQL statement like the one lower down into something I can use in a custom report? People here in my company have asked me if they can get a report on the number of tickets whose status was changed from stalled or resolved into open during a specific time frame because of an external e-mail from a customer. I think I have the SQL statement working, but I cannot figure out how to do the same thing with RT's query builder. I have been all over google and the docs and I am not finding anything useful to help point me in the right direction. It looks like this issue comes up every so often on the mailing list, but no one has really been answered well, I hope I fare better. :) Any suggestions or help would be greatly appreciated. SELECT Tickets.id, Tickets.Created, Tickets.Subject, Tickets.Status, Queues.Name FROM Transactions, Tickets, Queues WHERE Tickets.Queue=Queues.id AND Queues.Name="Test Queue 1" AND Tickets.Status='open' AND Transactions.ObjectId=Tickets.id AND Transactions.OldValue REGEXP "stalled|resolved" AND Transactions.NewValue='open' AND Transactions.Data = 'Ticket auto-opened on incoming correspondence' AND Transactions.Created >= @START AND Transactions.Created <= @FINISH 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 -------------- An HTML attachment was scrubbed... URL: From jim.lesinski at gmail.com Tue Jun 12 17:42:53 2012 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Tue, 12 Jun 2012 17:42:53 -0400 Subject: [rt-users] Callback to redirect page in Create.html In-Reply-To: References: <75B96AD150AB22458B839B06503D354C027344@SE-EX023.groupinfra.com> <4FD761F5.6060507@bestpractical.com> Message-ID: And here is what I ended up figuring out... Maybe that will even help you Paul so you don't have to have a local Create.html <%init> my $ARGSRef = $ARGS{'ARGSRef'}; my $QueueObj = new RT::Queue($session{'CurrentUser'}); $QueueObj->Load($ARGSRef->{'Queue'}); if($QueueObj->Name eq 'WhateverQueue') { $m->redirect('/Tickets/MyCustomPage.html'); } <%ARGS> On Tue, Jun 12, 2012 at 2:07 PM, Jim Lesinski wrote: > I see the line: > my $Queue = $ARGS{Queue}; > > but honestly I can't seem to figure out how to get it to work in the Init > file. Could you show a simple example of it's use? > > > On Tue, Jun 12, 2012 at 11:36 AM, Thomas Sibley wrote: > >> On 06/12/2012 11:27 AM, Jim Lesinski wrote: >> > I had thought about doing that but it seemed like there would be some >> > way to access the queue from the ARGSRef. It's good to know that is an >> > option. >> >> Of course you can access the queue via the values in $ARGSRef. Look at >> how the Ticket/Create.html page does it right below the Init callback >> line. >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Jun 12 17:51:21 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 12 Jun 2012 17:51:21 -0400 Subject: [rt-users] Authentication against LDAP and Authorization against internal db In-Reply-To: References: Message-ID: <4FD7B9D9.20405@bestpractical.com> On 06/12/2012 05:33 PM, Asif Iqbal wrote: > > On Tue, Jun 12, 2012 at 1:57 PM, Ruslan Zakirov wrote: > > > On Tue, Jun 12, 2012 at 6:35 PM, Asif Iqbal wrote: > > > > There is no way to control the Authorization part locally? > > > > Not out of the box. Patch external auth module and add option to avoid > > creation of new users. > > Hi Thomas Sibley, > > First of all, thanks a lot for such an excellent module to make the LDAP > authentication so simple. > > Is it possible to disable the Authorization part on > RT::Authen::ExternalAuth? > > So although authentication is successful, but do not want to authorize the > user to login until there is a local account for her/him. I don't have > access to > AD to create a separate group for RT user group. So I like to keep the > Authorization > part upto the admin guys of our RT. Ruslan's answer is correct. (I read rt-users.) In the future, please don't email my CPAN address personally for support. rt-users is the correct place to discuss Best Practical written and maintained RT extensions. Thomas From vadud3 at gmail.com Tue Jun 12 17:53:29 2012 From: vadud3 at gmail.com (Asif Iqbal) Date: Tue, 12 Jun 2012 17:53:29 -0400 Subject: [rt-users] Authentication against LDAP and Authorization against internal db In-Reply-To: <4FD7B9D9.20405@bestpractical.com> References: <4FD7B9D9.20405@bestpractical.com> Message-ID: On Tue, Jun 12, 2012 at 5:51 PM, Thomas Sibley wrote: > On 06/12/2012 05:33 PM, Asif Iqbal wrote: > > > On Tue, Jun 12, 2012 at 1:57 PM, Ruslan Zakirov wrote: > > > > On Tue, Jun 12, 2012 at 6:35 PM, Asif Iqbal wrote: > > > > > There is no way to control the Authorization part locally? > > > > > > Not out of the box. Patch external auth module and add option to > avoid > > > creation of new users. > > > > Hi Thomas Sibley, > > > > First of all, thanks a lot for such an excellent module to make the LDAP > > authentication so simple. > > > > Is it possible to disable the Authorization part on > > RT::Authen::ExternalAuth? > > > > So although authentication is successful, but do not want to authorize > the > > user to login until there is a local account for her/him. I don't have > > access to > > AD to create a separate group for RT user group. So I like to keep the > > Authorization > > part upto the admin guys of our RT. > > Ruslan's answer is correct. (I read rt-users.) > > In the future, please don't email my CPAN address personally for > support. rt-users is the correct place to discuss Best Practical > written and maintained RT extensions. > > will do. Thanks for your feedback > Thomas > -- 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? -------------- next part -------------- An HTML attachment was scrubbed... URL: From stuart.browne at ausregistry.com.au Tue Jun 12 19:20:48 2012 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Wed, 13 Jun 2012 09:20:48 +1000 Subject: [rt-users] TicketSQL Date parse weird.. In-Reply-To: References: <8CEF048B9EC83748B1517DC64EA130FB729C7E8097@off-win2003-01.ausregistrygroup.local> <20120607030001.GJ1070@jibsheet.com> <8CEF048B9EC83748B1517DC64EA130FB729C7E862A@off-win2003-01.ausregistrygroup.local> <8CEF048B9EC83748B1517DC64EA130FB729C7E88EE@off-win2003-01.ausregistrygroup.local> Message-ID: <8CEF048B9EC83748B1517DC64EA130FB729C9248A5@off-win2003-01.ausregistrygroup.local> > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] > Sent: Wednesday, 13 June 2012 12:31 AM > Subject: Re: [rt-users] TicketSQL Date parse weird.. > > Hello Stuart, > > I've made a typo in the patch. It should be "ZONE" instead of "GMT". > You can change code by hands after patching, it's close to line 208 in > lib/RT/Date.pm. > > Also, make sure ParseDate module is the latest from the CPAN. > Ensured I'm running the latest ParseDate - 2011.0517. Yes, I was running an older version. The output didn't appear different before changing GMT to ZONE (for before-10am). After changing GMT to ZONE, this happened: # # BEFORE 10AM # # # Before patch # [bekar at psg-apps tmp]$ ./test.pl current time() output: 1339542313 fixed-date Time::ParseDate: 1339632000 tomorrow 10am Time::ParseDate: 1339632000 fixed-date RT::Date output: 1339668000 tomorrow 10am RT::Date output: 1339632000 timezone according to RT::Date: 36000 timezone according to RT::Date: 36000 # # After patch # [bekar at psg-apps tmp]$ ./test.pl current time() output: 1339542211 fixed-date Time::ParseDate: 1339632000 tomorrow 10am Time::ParseDate: 1339632000 fixed-date RT::Date output: 1339668000 tomorrow 10am RT::Date output: 0 timezone according to RT::Date: 36000 timezone according to RT::Date: 36000 So it doesn't like ZONE there it seems: - GMT => $self->Timezone($args{'Timezone'}), + ZONE => $self->Timezone($args{'Timezone'}), I'll try again after 14:00 (with GMT and the new ParseDate), although why RT::Date is returning 0 there is just odd. Stuart From drey111 at gmail.com Tue Jun 12 19:43:12 2012 From: drey111 at gmail.com (Joe Harris) Date: Tue, 12 Jun 2012 19:43:12 -0400 Subject: [rt-users] Search Ticket Transaction History in Query Builder? In-Reply-To: <5B4DCF16578AAF40B89161AA18AC9510D33D16@GCGO-EXMB1.gcdomain.local> References: <5B4DCF16578AAF40B89161AA18AC9510D33D16@GCGO-EXMB1.gcdomain.local> Message-ID: This is not available in the query builder. I asked the same question a while back and basically the query builder works on the tickets taw only and cannot do cross queries. I ended up writing a shell script for my needs which basically was "any update performed by any member of a particular group yesterday". The next morning it is sent to the manager (or the group) depending on the system and manager. I can share if you're interested. I "may" have already shared an example on the list here if you search back a month or two. Sent from my mobile device. On Jun 12, 2012, at 5:22 PM, Brian Schrock wrote: > All, > > The issues are: > > 1) How do I search transaction history using the query builder? > 2) How do I convert an SQL statement like the one lower down into something I can use in a custom report? > > People here in my company have asked me if they can get a report on the number of tickets whose status was changed from stalled or resolved into open during a specific time frame because of an external e-mail from a customer. I think I have the SQL statement working, but I cannot figure out how to do the same thing with RT?s query builder. I have been all over google and the docs and I am not finding anything useful to help point me in the right direction. It looks like this issue comes up every so often on the mailing list, but no one has really been answered well, I hope I fare better. J > > Any suggestions or help would be greatly appreciated. > > SELECT Tickets.id, Tickets.Created, Tickets.Subject, Tickets.Status, Queues.Name > FROM Transactions, Tickets, Queues > WHERE > Tickets.Queue=Queues.id > AND Queues.Name="Test Queue 1" > AND Tickets.Status='open' > AND Transactions.ObjectId=Tickets.id > AND Transactions.OldValue REGEXP "stalled|resolved" > AND Transactions.NewValue='open' > AND Transactions.Data = 'Ticket auto-opened on incoming correspondence' > AND Transactions.Created >= @START > AND Transactions.Created <= @FINISH > > 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 -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Jun 12 21:01:46 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 12 Jun 2012 21:01:46 -0400 Subject: [rt-users] Search Ticket Transaction History in Query Builder? In-Reply-To: <5B4DCF16578AAF40B89161AA18AC9510D33D16@GCGO-EXMB1.gcdomain.local> References: <5B4DCF16578AAF40B89161AA18AC9510D33D16@GCGO-EXMB1.gcdomain.local> Message-ID: <4FD7E67A.9050703@bestpractical.com> > SELECT Tickets.id, Tickets.Created, Tickets.Subject, Tickets.Status, Queues.Name > FROM Transactions, Tickets, Queues > WHERE > Tickets.Queue=Queues.id > AND Queues.Name="Test Queue 1" > AND Tickets.Status='open' > AND Transactions.ObjectId=Tickets.id > AND Transactions.OldValue REGEXP "stalled|resolved" > AND Transactions.NewValue='open' > AND Transactions.Data = 'Ticket auto-opened on incoming correspondence' > AND Transactions.Created >= @START > AND Transactions.Created <= @FINISH Your join between Tickets and Transactions is wrong. Transactions also apply to objects other than tickets, so you need to limit by ObjectType too not just ObjectId. (The query is also not quite what you want because it will miss tickets which are currently Status != 'open' but were auto-opened at some point earlier in the time frame.) To solve your problem using RT's normal customization routes, I suggest extending the default auto-open scrip (user-defined action) to set a DateTime custom field on the ticket when it fires. This greatly simplifies your search and lets you run it in RT from the web. Your report can then be a standard RT saved search used in a chart or a dashboard. From falcone at bestpractical.com Tue Jun 12 21:48:52 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 12 Jun 2012 20:48:52 -0500 Subject: [rt-users] Custom template/scrip with conditional responses In-Reply-To: References: Message-ID: <20120613014852.GW1070@jibsheet.com> On Tue, Jun 12, 2012 at 10:43:18AM -0400, Joe Harris wrote: > Is there a way in templates to build one with a conditional response > based on transaction type? (4.0.5) RT's Templates are just Text::Template, you can read more about the syntax at http://search.cpan.org/dist/Text-Template/ You can absolutely say Subject: { if (blah blah blah) { } else {} } There is more about the particular syntax of RT's templates available in docs/customiziing/templates.pod -kevin > Example: > > I have a template for owner change which works well. On owner change > notify of change adds the new owner in the subject like so: > Subject: Owner change: {$Ticket->OwnerObj->Name}: {$Ticket->Subject} > > {$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon. > Transaction: {$Transaction->Description} > Queue: {$Ticket->QueueObj->Name} > Subject: {$Transaction->Subject || $Ticket->Subject || > {$Ticket->OwnerObj->Name} || "(No subject given)"} > Owner: {$Ticket->OwnerObj->Name} > Requestors: {$Ticket->RequestorAddresses} > Status: {$Ticket->Status} > Ticket URL: {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > Mobile URL: {RT->Config->Get('WebURL')}m/ticket/history?id={$Ticket->id} > > > What I would like is to have one like that for Status change, but I > don't want the users to get multiple emails on the same transaction. > So if I could what an if statement around the subject line to > determine what the change was and use one template for multiple > purposes. > > If owner changes -> Show new owner in subject > If status change -> Show new status in subject > and/or even if both conditions, add both. > > Is this even possible? > > Thanks in advance for any insight! > > Joe -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jun 12 21:50:02 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 12 Jun 2012 20:50:02 -0500 Subject: [rt-users] Articles rights In-Reply-To: <4FD7677C.4070700@cesca.cat> References: <4FD7677C.4070700@cesca.cat> Message-ID: <20120613015002.GX1070@jibsheet.com> On Tue, Jun 12, 2012 at 05:59:56PM +0200, Daniel Garcia Mejia wrote: > I have one question about Articles that I have not found searching > by Google. > I want to build a RT system that has different articles (with > differents category) but with different visibility permissions > according to differents user groups. It is possible? > > I only see one permission 'ShowArticles', but show ALL articles. I > want to show by category for example... You want to split your Articles up across Classes. You can read more about Classes in docs/customizing/articles_introduction.pod and then grant ShowArticles on each of those. Also keep in mind that Classes can be assigned to a particular Queue, in addition to Globally, so you can control where they show up. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jun 12 21:53:31 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 12 Jun 2012 20:53:31 -0500 Subject: [rt-users] Can't add more than one attachment In-Reply-To: <4FD77C69.5050208@triumf.ca> References: <4FD77C69.5050208@triumf.ca> Message-ID: <20120613015331.GY1070@jibsheet.com> On Tue, Jun 12, 2012 at 10:29:13AM -0700, Hossein Rafighi wrote: > I am not certain if this is mis/configuration on my part, but it > seems users can only add one attachment when they are replying to a > ticket using the web interface! Although "Add More Files" button is > there, but when you click on it it submits a ticket rather than > allowing you to add more attachments. > > Is this a bug, or misconfig on my part? I am using RT 4.0.0 This is a known bug in the SelfService interface. I don't believe there is a current branch to correct it unfortunately. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From cloos at netcologne.de Wed Jun 13 02:46:56 2012 From: cloos at netcologne.de (Christian Loos) Date: Wed, 13 Jun 2012 08:46:56 +0200 Subject: [rt-users] Extension to allow queue change on creating child ticket In-Reply-To: References: Message-ID: <4FD83760.3000101@netcologne.de> Am 12.06.2012 22:38, schrieb Mike Johnson: > Greetings all, > > I searched for an answer to this, but couldn't come up with anything > relevant. > > Is there an extension out there, or has someone customized their rt > to allow you to pick the queue a child ticket gets created in? So we > don't have to do a multi-step process to have children tickets on a > parent that are in a different queue? > > Would there be some sort of scrip I could make to do this if there > isn't an extension or customization? > > Any insight on this would be appreciated. > > Thanks! Mike. > > -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of > Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) > 766-7331 Email: mike.johnson at nosm.ca Attached a patch with a not perfect but working solution. -Chris -------------- next part -------------- From 72d48f4805ae1c28bcf4199911109908c0f09402 Mon Sep 17 00:00:00 2001 From: Christian Loos Date: Mon, 18 Jul 2011 12:44:35 +0200 Subject: [PATCH] show queue select on ticket cloning If you come to the ticket create page by the create link in the links section of a ticket (cloning), show a queue select box. If you change the queue, the create page is reloaded by javascript to show the custom fields for the new queue. --- html/Ticket/Create.html | 9 ++++++++- 1 files changed, 8 insertions(+), 1 deletions(-) diff --git a/html/Ticket/Create.html b/html/Ticket/Create.html index 6daec7b..d0174b9 100755 --- a/html/Ticket/Create.html +++ b/html/Ticket/Create.html @@ -64,8 +64,15 @@ <&| /Widgets/TitleBox, title => loc("Create a new ticket") &> - -- 1.7.2.3 From kirby at umbc.edu Wed Jun 13 08:48:20 2012 From: kirby at umbc.edu (Joe Kirby) Date: Wed, 13 Jun 2012 08:48:20 -0400 Subject: [rt-users] Live on 4.0.6 today and question about Child tickets Message-ID: We started in v4.0.5 for our upgrade and when someone wanted to create a linked ticket there was an option to select which queue the new child/linked ticket would be created in. We upgrade our dev to 4.0.6 last week to get the security paths available and now it seems that the linking is like it was in 3.8.7 where it assumes you are creating the child ticket in the same queue I do not think we changed anything by design, however, we did have to apply a patch to or Fastcgi module to allow for queue changes as without it the system was crashing Any ideas from the group? Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.sjodin at gmail.com Wed Jun 13 09:36:17 2012 From: scott.sjodin at gmail.com (Scott Sjodin) Date: Wed, 13 Jun 2012 17:36:17 +0400 Subject: [rt-users] Inline images and web interface questions Message-ID: Hey all, First off, thanks so much for your assistance in helping me get RT working thus far, this is an awesome community! Secondly, onto my questions. I've noticed that if I start a ticket via e-mail, and in the string of replies/comments, insert an image, that image then just becomes an attachment and not an inline image in the e-mail chain. You basically have to open the web interface to see inline images. Is there a way to change this? Finally, when making a comment or reply in the web interface, the e-mail that is sent simply sends JUST that comment or reply, instead of the whole chain. Is there also a way to change this as well? Thanks! Scott -------------- next part -------------- An HTML attachment was scrubbed... URL: From mark at westgateit.com Wed Jun 13 09:41:06 2012 From: mark at westgateit.com (Mark Collins) Date: Wed, 13 Jun 2012 13:41:06 +0000 Subject: [rt-users] Callbacks not working In-Reply-To: References: <21E506D2989E24469EA79930B4A201F8148F6CEF@ATLAS.westgateit.net> <21E506D2989E24469EA79930B4A201F8148F6E46@ATLAS.westgateit.net> Message-ID: <21E506D2989E24469EA79930B4A201F81491110B@ATLAS.westgateit.net> Yes - even after the mason cache has been cleared the callback isn't running. Mark Collins Westgate IT 0845 017 8852 -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: 12 June 2012 18:54 To: Mark Collins Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Callbacks not working Have you cleaned the mason cache? On Tue, Jun 12, 2012 at 6:45 PM, Mark Collins wrote: > Ruslan, > > Thanks for the quick response - the file is in the correct path (that was a cut & paste error) with the correct name: > > loki:/opt/rt/local/html/Callbacks/Westgate/Tickets/Elements/ShowHistor > y # ls SkipTransaction > > When I look at the ticket history, all the content is still there, even if I change the <%init> block to skip everything. > > RT version is 4.0.5 > > Mark Collins > Westgate IT > 0845 017 8852 > > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On > Behalf Of Ruslan Zakirov > Sent: 12 June 2012 15:40 > To: Mark Collins > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Callbacks not working > > On Tue, Jun 12, 2012 at 6:29 PM, Mark Collins wrote: >> Hi all, >> >> I'm trying to get a callback working that hides the system updates in a tickets history, but nothing is happening. >> >> I've placed the callback in /opt/rt/local/html/Callbacks/Westgate/Tickets/Elements (it's call ShowHistory), and the callback code just isn't running. The callback itself is as follows: > > It should be .../Westgate/Tickets/Elements/ShowHistory directory and file should be named after name of the callback you want to use. In this case it's SkipTransaction. > > Below see comments about your code. > >> ======================== >> <%init> >> my $myskip=1; >> >> if ( $Transaction->Type =~ /^(Correspond|Create)$/ ) { >> ? ? ? ?$myskip = 0; >> } >> $$skip=$myskip; >> >> >> >> <%args> >> $Transaction => undef >> $skip => undef >> > > > Logic of the code is slightly wrong. It will work, but it doesn't cope with multiple callbacks. You shouldn't set $$skip to 1. Use "return if $$skip;" as first line in the <%INIT> block. This way you can avoid conflicts with extensions that use this callback. > > Also, condition looks too agressive, you skip status changes, comments, custom field changes and many other things, but it's really up to you what to do here. > > Check that $m->request_path matches 'Display.html'. This way you can have short history on ticket's primary page and full when History tab is clicked. > >> ======================== >> >> Any ideas on why this isn't working? >> >> Mark Collins >> Westgate IT >> Main >> 0845 017 8852 >> Fax >> 0845 017 8854 >> Web >> http://www.westgateit.com >> >> >> >> >> Fax to email >> 0845 017 8853 >> >> >> >> >> >> >> >> >> >> Westgate IT Ltd. 12 Riverside Court, Lower Bristol Road, Bath, BA2 >> 3DZ Company Registered in England and Wales, 3379298. Vat >> Registration >> Number: 692 0383 29 >> >> This message (and any associated files) is intended only for the use of the individual or entity to which it is addressed and may contain information that is confidential, subject to copyright or constitutes a trade secret. If you are not the intended recipient you are hereby notified that any dissemination, copying or distribution of this message, or files associated with this message, is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and deleting it from your computer. Messages sent to and from us may be monitored. >> >> Internet communications cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. Therefore, we do not accept responsibility for any errors or omissions that are present in this message, or any attachment, that have arisen as a result of e-mail transmission. If verification is required, please request a hard-copy version. Any views or opinions presented are solely those of the author and do not necessarily represent those of the company. >> >> Scanned by MailDefender - managed email security from intY - >> www.maildefender.net > > > > -- > Best regards, Ruslan. > > Scanned by MailDefender - managed email security from intY - > www.maildefender.net -- Best regards, Ruslan. Scanned by MailDefender - managed email security from intY - www.maildefender.net From ptomblin at xcski.com Wed Jun 13 10:01:57 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Wed, 13 Jun 2012 10:01:57 -0400 Subject: [rt-users] Callbacks not working In-Reply-To: <21E506D2989E24469EA79930B4A201F81491110B@ATLAS.westgateit.net> References: <21E506D2989E24469EA79930B4A201F8148F6CEF@ATLAS.westgateit.net> <21E506D2989E24469EA79930B4A201F8148F6E46@ATLAS.westgateit.net> <21E506D2989E24469EA79930B4A201F81491110B@ATLAS.westgateit.net> Message-ID: On Wed, Jun 13, 2012 at 9:41 AM, Mark Collins wrote: > Yes - even after the mason cache has been cleared the callback isn't running. If the callback has an error, it exits silently. I found a couple of problems like this by going into /opt/rt4/lib/RT.pm and adding "Carp::click;" just before the "die $_[0];" in the $SIG{__DIE__} handler. (Obviously you don't want to leave that there permanently.) -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From trs at bestpractical.com Wed Jun 13 10:11:50 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 13 Jun 2012 10:11:50 -0400 Subject: [rt-users] Inline images and web interface questions In-Reply-To: References: Message-ID: <4FD89FA6.9000104@bestpractical.com> On 06/13/2012 09:36 AM, Scott Sjodin wrote: > First off, thanks so much for your assistance in helping me get RT > working thus far, this is an awesome community! > > Secondly, onto my questions. I've noticed that if I start a ticket via > e-mail, and in the string of replies/comments, insert an image, that > image then just becomes an attachment and not an inline image in the > e-mail chain. You basically have to open the web interface to see inline > images. Is there a way to change this? This will be fixed by a 4.2 feature. > Finally, when making a comment or reply in the web interface, the e-mail > that is sent simply sends JUST that comment or reply, instead of the > whole chain. Is there also a way to change this as well? This is really unfriendly to people on the ticket since they've already received all the previous mail. Why send them the same content over and over again just making it harder to read the relevant part? You can do it if you want by putting code in the appropriate template to include other transactions. From pedroalb at ebi.ac.uk Wed Jun 13 10:20:12 2012 From: pedroalb at ebi.ac.uk (Pedro Albuquerque) Date: Wed, 13 Jun 2012 15:20:12 +0100 Subject: [rt-users] after upgrade to RT4, display tickets fails Message-ID: <4FD8A19C.6010608@ebi.ac.uk> Hi, after an upgrade to RT4, I get these errors. [Wed Jun 13 15:14:50 2012] [info] mod_fcgid: process /opt/rt4/sbin/rt-server.fcgi(4652) exit(communication error), get stop signal 15 [Wed Jun 13 15:14:51 2012] [warn] [client 193.62.197.26] mod_fcgid: read data timeout in 40 seconds, Can you help me? Thanks. Pedro. -------------- next part -------------- An HTML attachment was scrubbed... URL: From pedroalb at ebi.ac.uk Wed Jun 13 10:22:57 2012 From: pedroalb at ebi.ac.uk (Pedro Albuquerque) Date: Wed, 13 Jun 2012 15:22:57 +0100 Subject: [rt-users] after upgrade to RT4, display tickets fails In-Reply-To: <4FD8A19C.6010608@ebi.ac.uk> References: <4FD8A19C.6010608@ebi.ac.uk> Message-ID: <4FD8A241.9060303@ebi.ac.uk> more log [Wed Jun 13 15:22:04 2012] [warn] [client 193.62.197.26] mod_fcgid: read data timeout in 40 seconds, referer: http://rt.ebi.ac.uk/extserv/ [Wed Jun 13 15:22:04 2012] [warn] [client 193.62.197.26] (110)Connection timed out: mod_fcgid: ap_pass_brigade failed in handle_request function, On 13/06/2012 15:20, Pedro Albuquerque wrote: > Hi, > > after an upgrade to RT4, I get these errors. > > [Wed Jun 13 15:14:50 2012] [info] mod_fcgid: process > /opt/rt4/sbin/rt-server.fcgi(4652) exit(communication error), get stop > signal 15 > [Wed Jun 13 15:14:51 2012] [warn] [client 193.62.197.26] mod_fcgid: > read data timeout in 40 seconds, > > Can you help me? > Thanks. > Pedro. -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.sjodin at gmail.com Wed Jun 13 10:44:46 2012 From: scott.sjodin at gmail.com (Scott Sjodin) Date: Wed, 13 Jun 2012 18:44:46 +0400 Subject: [rt-users] Inline images and web interface questions In-Reply-To: <4FD89FA6.9000104@bestpractical.com> References: <4FD89FA6.9000104@bestpractical.com> Message-ID: Thomas, Thanks for your prompt reply. The first part answers my question fully, thanks! Secondly, do you have any guidance (maybe an outline) of the code I would put in the template and maybe which template I would use? I've been scouring the web and haven't come back with much in regards to this. Thanks again, Scott On Wed, Jun 13, 2012 at 6:11 PM, Thomas Sibley wrote: > On 06/13/2012 09:36 AM, Scott Sjodin wrote: > > First off, thanks so much for your assistance in helping me get RT > > working thus far, this is an awesome community! > > > > Secondly, onto my questions. I've noticed that if I start a ticket via > > e-mail, and in the string of replies/comments, insert an image, that > > image then just becomes an attachment and not an inline image in the > > e-mail chain. You basically have to open the web interface to see inline > > images. Is there a way to change this? > > This will be fixed by a 4.2 feature. > > > Finally, when making a comment or reply in the web interface, the e-mail > > that is sent simply sends JUST that comment or reply, instead of the > > whole chain. Is there also a way to change this as well? > > This is really unfriendly to people on the ticket since they've already > received all the previous mail. Why send them the same content over and > over again just making it harder to read the relevant part? > > You can do it if you want by putting code in the appropriate template to > include other transactions. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From dgarcia at cesca.cat Wed Jun 13 10:41:23 2012 From: dgarcia at cesca.cat (Daniel Garcia Mejia) Date: Wed, 13 Jun 2012 16:41:23 +0200 Subject: [rt-users] Quality review on Articles Message-ID: <4FD8A693.5000406@cesca.cat> Hi I want to apply the concept of 'Quality review' on creation new Articles. I explain: I want that whenyou create a new Article, create a kind o 'Approval'. Until this Approval has not been approve, not be published this new Article in the system. It is possible? I search in Google but I don't find anything... Thanks in advance! -- ....................................................................... __ / / Daniel Garc?a Mej?a C E / S / C A Portals i Repositoris /_/ Centre de Serveis Cient?fics i Acad?mics de Catalunya Gran Capit?, 2-4 (Edifici Nexus) ? 08034 Barcelona T. NULL ? F. 93 205 6979 ? dgarcia at cesca.cat Facebook (http://on.fb.me/vPv3oN) ? Twitter @CE5CA ? Linkedin Subscriu-te al butllet? (www.cesca.cat/butlleti) ....................................................................... From vadud3 at gmail.com Wed Jun 13 11:13:12 2012 From: vadud3 at gmail.com (Asif Iqbal) Date: Wed, 13 Jun 2012 11:13:12 -0400 Subject: [rt-users] Authentication against LDAP and Authorization against internal db In-Reply-To: References: Message-ID: On Tue, Jun 12, 2012 at 1:57 PM, Ruslan Zakirov wrote: > On Tue, Jun 12, 2012 at 6:35 PM, Asif Iqbal wrote: > > On Tue, Jun 12, 2012 at 5:51 AM, Ruslan Zakirov > > wrote: > >> > >> On Tue, Jun 12, 2012 at 5:38 AM, Asif Iqbal wrote: > >> > I am using external authentication against our corporate AD server > >> > successfully, using the RT::Authen::ExternalAuth. > >> > > >> > But I like the authorization done against internal db for user > account. > >> > > >> > Just because a user has a valid AD credential is not enough for > him/her > >> > to > >> > be able to login to our RT. We like > >> > to manage the login by creating the user account into internal db > using > >> > the > >> > Web UI. > >> > > >> > So we still like the user to use their AD credential and no need to > >> > remember > >> > another password, and at the same time > >> > only be able to login if the same username is available in internal > db. > >> > > >> > Is that possible? Any suggestion/tip is appreciated. > >> > >> Yes, it is possible, but not like you want it to be. > >> > >> As far as I can see users need AD record anyway, just mark them > >> somehow in AD and use this marking in ExternalAuth filter. > >> > > > > I have no access to AD. It belongs to corporate group and will not be > able > > to manage a group. > > > > There is no way to control the Authorization part locally? > > Not out of the box. Patch external auth module and add option to avoid > creation of new users. > > So I could just comment this section out to avoid user create as one option? I know, ugly. http://paste.ubuntu.com/1039210/ > >> > -- > >> > 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? > >> > > >> > > >> > >> > >> > >> -- > >> Best regards, Ruslan. > > > > > > > > > > -- > > 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? > > > > > > > > -- > Best regards, Ruslan. > -- 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? -------------- next part -------------- An HTML attachment was scrubbed... URL: From dale.poulter at Vanderbilt.Edu Wed Jun 13 11:02:35 2012 From: dale.poulter at Vanderbilt.Edu (Poulter, Dale) Date: Wed, 13 Jun 2012 10:02:35 -0500 Subject: [rt-users] Table creation question (v4.0.6) Message-ID: <7288D49C0448E840B752320350AFA94E0142AA792E@its-hcwnem03.ds.Vanderbilt.edu> Good morning, We are upgrading to 4.0.6 and changing our architecture a little. We will be running RT on one server and connect to the database on another server. This works fine for most functions but I am attempting to determine how the sphinx server should be setup. This is how I THINK is should be but would like to hear back from anyone that has attempted this scenario DB server: mysql Sphinx should run on the RT server and not the Sphinx server. Creation of Attachementsindex should be CREATE TABLE AttachmentsIndex ( id INTEGER UNSIGNED NOT NULL, weight INTEGER NOT NULL, query VARCHAR(3072) NOT NULL, INDEX(query) ) ENGINE=SPHINX CONNECTION="sphinx://rtserver.org:9312/rt" CHARACTER SET utf8 Is this correct or should the SPHINX CONNECTION be the localhost? Thanks. --Dale --------------------------------------- Dale Poulter Coordinator, Search and Core Services Library Digital Services Vanderbilt University 419 21st Avenue South, Room 812 Nashville, TN 37203-2427 (615)343-5388 (615)343-8834 (fax) (615)207-9705 (cell) dale.poulter at vanderbilt.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From JThuau at spacex.com Wed Jun 13 11:30:38 2012 From: JThuau at spacex.com (Joachim Thuau) Date: Wed, 13 Jun 2012 15:30:38 +0000 Subject: [rt-users] Authentication against LDAP and Authorization against internal db In-Reply-To: References: , Message-ID: Coming in late to the party, but wouldn't apache auth do what you are talking about? Combined with ldapimport, you can import users over ldap, but not groups. Then you can define your group for authorization as you wish within rt. At that point you should be able to have both internal and AD groups for authz, and 'ldap' for authn. Am I missing something? Jok On Jun 13, 2012, at 8:14 AM, "Asif Iqbal" > wrote: On Tue, Jun 12, 2012 at 1:57 PM, Ruslan Zakirov > wrote: On Tue, Jun 12, 2012 at 6:35 PM, Asif Iqbal > wrote: > On Tue, Jun 12, 2012 at 5:51 AM, Ruslan Zakirov > > wrote: >> >> On Tue, Jun 12, 2012 at 5:38 AM, Asif Iqbal > wrote: >> > I am using external authentication against our corporate AD server >> > successfully, using the RT::Authen::ExternalAuth. >> > >> > But I like the authorization done against internal db for user account. >> > >> > Just because a user has a valid AD credential is not enough for him/her >> > to >> > be able to login to our RT. We like >> > to manage the login by creating the user account into internal db using >> > the >> > Web UI. >> > >> > So we still like the user to use their AD credential and no need to >> > remember >> > another password, and at the same time >> > only be able to login if the same username is available in internal db. >> > >> > Is that possible? Any suggestion/tip is appreciated. >> >> Yes, it is possible, but not like you want it to be. >> >> As far as I can see users need AD record anyway, just mark them >> somehow in AD and use this marking in ExternalAuth filter. >> > > I have no access to AD. It belongs to corporate group and will not be able > to manage a group. > > There is no way to control the Authorization part locally? Not out of the box. Patch external auth module and add option to avoid creation of new users. So I could just comment this section out to avoid user create as one option? I know, ugly. http://paste.ubuntu.com/1039210/ >> > -- >> > 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? >> > >> > >> >> >> >> -- >> Best regards, Ruslan. > > > > > -- > 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? > > -- Best regards, Ruslan. -- 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 vadud3 at gmail.com Wed Jun 13 11:30:39 2012 From: vadud3 at gmail.com (Asif Iqbal) Date: Wed, 13 Jun 2012 11:30:39 -0400 Subject: [rt-users] Authentication against LDAP and Authorization against internal db In-Reply-To: References: Message-ID: On Wed, Jun 13, 2012 at 11:13 AM, Asif Iqbal wrote: > On Tue, Jun 12, 2012 at 1:57 PM, Ruslan Zakirov wrote: > >> On Tue, Jun 12, 2012 at 6:35 PM, Asif Iqbal wrote: >> > On Tue, Jun 12, 2012 at 5:51 AM, Ruslan Zakirov >> > wrote: >> >> >> >> On Tue, Jun 12, 2012 at 5:38 AM, Asif Iqbal wrote: >> >> > I am using external authentication against our corporate AD server >> >> > successfully, using the RT::Authen::ExternalAuth. >> >> > >> >> > But I like the authorization done against internal db for user >> account. >> >> > >> >> > Just because a user has a valid AD credential is not enough for >> him/her >> >> > to >> >> > be able to login to our RT. We like >> >> > to manage the login by creating the user account into internal db >> using >> >> > the >> >> > Web UI. >> >> > >> >> > So we still like the user to use their AD credential and no need to >> >> > remember >> >> > another password, and at the same time >> >> > only be able to login if the same username is available in internal >> db. >> >> > >> >> > Is that possible? Any suggestion/tip is appreciated. >> >> >> >> Yes, it is possible, but not like you want it to be. >> >> >> >> As far as I can see users need AD record anyway, just mark them >> >> somehow in AD and use this marking in ExternalAuth filter. >> >> >> > >> > I have no access to AD. It belongs to corporate group and will not be >> able >> > to manage a group. >> > >> > There is no way to control the Authorization part locally? >> >> Not out of the box. Patch external auth module and add option to avoid >> creation of new users. >> >> > So I could just comment this section out to avoid user create as one > option? I know, ugly. > > http://paste.ubuntu.com/1039210/ > > This seem to have worked. http://paste.ubuntu.com/1039233/ > >> >> > -- >> >> > 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? >> >> > >> >> > >> >> >> >> >> >> >> >> -- >> >> Best regards, Ruslan. >> > >> > >> > >> > >> > -- >> > 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? >> > >> > >> >> >> >> -- >> Best regards, Ruslan. >> > > > > -- > 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? > > > -- 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? -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Wed Jun 13 11:35:21 2012 From: vadud3 at gmail.com (Asif Iqbal) Date: Wed, 13 Jun 2012 11:35:21 -0400 Subject: [rt-users] Authentication against LDAP and Authorization against internal db In-Reply-To: References: Message-ID: On Wed, Jun 13, 2012 at 11:30 AM, Asif Iqbal wrote: > On Wed, Jun 13, 2012 at 11:13 AM, Asif Iqbal wrote: > >> On Tue, Jun 12, 2012 at 1:57 PM, Ruslan Zakirov wrote: >> >>> On Tue, Jun 12, 2012 at 6:35 PM, Asif Iqbal wrote: >>> > On Tue, Jun 12, 2012 at 5:51 AM, Ruslan Zakirov >> > >>> > wrote: >>> >> >>> >> On Tue, Jun 12, 2012 at 5:38 AM, Asif Iqbal wrote: >>> >> > I am using external authentication against our corporate AD server >>> >> > successfully, using the RT::Authen::ExternalAuth. >>> >> > >>> >> > But I like the authorization done against internal db for user >>> account. >>> >> > >>> >> > Just because a user has a valid AD credential is not enough for >>> him/her >>> >> > to >>> >> > be able to login to our RT. We like >>> >> > to manage the login by creating the user account into internal db >>> using >>> >> > the >>> >> > Web UI. >>> >> > >>> >> > So we still like the user to use their AD credential and no need to >>> >> > remember >>> >> > another password, and at the same time >>> >> > only be able to login if the same username is available in internal >>> db. >>> >> > >>> >> > Is that possible? Any suggestion/tip is appreciated. >>> >> >>> >> Yes, it is possible, but not like you want it to be. >>> >> >>> >> As far as I can see users need AD record anyway, just mark them >>> >> somehow in AD and use this marking in ExternalAuth filter. >>> >> >>> > >>> > I have no access to AD. It belongs to corporate group and will not be >>> able >>> > to manage a group. >>> > >>> > There is no way to control the Authorization part locally? >>> >>> Not out of the box. Patch external auth module and add option to avoid >>> creation of new users. >>> >>> >> So I could just comment this section out to avoid user create as one >> option? I know, ugly. >> >> http://paste.ubuntu.com/1039210/ >> >> > This seem to have worked. > > http://paste.ubuntu.com/1039233/ > > fixed some of the comments to reflect the intention http://paste.ubuntu.com/1039239/ > > >> >>> >> > -- >>> >> > 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? >>> >> > >>> >> > >>> >> >>> >> >>> >> >>> >> -- >>> >> Best regards, Ruslan. >>> > >>> > >>> > >>> > >>> > -- >>> > 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? >>> > >>> > >>> >>> >>> >>> -- >>> Best regards, Ruslan. >>> >> >> >> >> -- >> 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? >> >> >> > > > -- > 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? > > > -- 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? -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Jun 13 11:43:38 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 13 Jun 2012 10:43:38 -0500 Subject: [rt-users] R: Extension to allow queue change on creating child ticket In-Reply-To: References: Message-ID: <20120613154338.GZ1070@jibsheet.com> On Tue, Jun 12, 2012 at 08:58:56PM +0000, Scotto Alberto wrote: > If I understand well, then you didn't search very well: this extension is listed in > bestpractical's website! > [1]http://bestpractical.com/rt/extensions.html > > [2]http://search.cpan.org/dist/RT-Extension-SpawnLinkedTicketInQueue/lib/RT/Extension/SpawnLinkedTicketInQueue.pm > > BTW, there is something I don't quite understand about this extension, and I'm gonna ask. > The fact is that the child ticket created by the extension does not contain any text of the > original request, which doesn't seem very nice to me.. > Maybe the idea is to avoid duplicating something memory-expensive as the content of a request. > Nevertheless it takes much more for the AdminCC of the new queue to read the request, as > he/she has to do more clicks ("links", "parent"). > Anyone who noticed this behaviour and improved it? > I haven't gone deep on this yet, as I'm on configuring/customizing SLA extension right now There are other extensions that clone the ticket, or clone transactions on a ticket. SpawnLinkedTicketInQueue wasn't designed to copy content, it was designed to solve a problem we have - trivially make a related ticket in another Queue to help the person who has to set up linked tickets at the start of a project. Something like RT::Extension::CloneTicket::WithData or one of the similar modules available may do what you want. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 13 11:44:58 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 13 Jun 2012 10:44:58 -0500 Subject: [rt-users] Quality review on Articles In-Reply-To: <4FD8A693.5000406@cesca.cat> References: <4FD8A693.5000406@cesca.cat> Message-ID: <20120613154458.GA1070@jibsheet.com> On Wed, Jun 13, 2012 at 04:41:23PM +0200, Daniel Garcia Mejia wrote: > I want to apply the concept of 'Quality review' on creation new > Articles. I explain: I want that whenyou create a new Article, > create a kind o 'Approval'. Until this Approval has not been > approve, not be published this new Article in the system. Unfortunately, there is no concept of Scrips on Articles, so you can't use the standard RT infrastructure for this. You'll need to add custom code into the article creation process to spawn a ticket. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From rtusers-20090205 at billmail.scconsult.com Wed Jun 13 12:15:47 2012 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Wed, 13 Jun 2012 12:15:47 -0400 Subject: [rt-users] Slightly off-topic In-Reply-To: References: Message-ID: <427C53C3-AA56-42A4-8C43-05A48DACD1A2@billmail.scconsult.com> On 12 Jun 2012, at 16:26, Paul Tomblin wrote: > I have a need to access information in another database simultaneously > to the , so I cloned RT::Handle.pm into my own RTx::FooBar::Handle > that access the other database. Now I'm testing this on my Linux box > and everything is running fine, but I copied it over to my MacBook Pro > in order to demo it to a client, but Postgres is complaining that it's > running out of database handles. So I added a DESTROY method to my > RTx::FooBar::Handle that does a $self->dbh->disconnect. I stuck a > call to $RT::Logger->debug in that DESTROY method just to make sure. > On the Linux box, it's definitely getting called and the debug is > printing out, but I wasn't running out of handles there so I don't > know if that's helping matters. On the Mac, either it's not getting > called or the logger isn't working, and it's running out of handles > still. Any suggestions? Maybe http://archives.postgresql.org/pgsql-general/ could be helpful? Maybe not. It isn't clear to me what exactly you mean by "Postgres complaining that it's running out of database handles" as that doesn't sound much like any complaint I've seen from Postgres. It may be relevant that the MacOS Perl environment is rather lame by default, so if you haven't built an alternative Perl environment you may be working with some Perl modules that are outdated or have been given some special Apple touch so that they aren't quite like they should be. From Hossein.Rafighi at triumf.ca Wed Jun 13 12:17:09 2012 From: Hossein.Rafighi at triumf.ca (Hossein Rafighi) Date: Wed, 13 Jun 2012 09:17:09 -0700 Subject: [rt-users] Can't add more than one attachment In-Reply-To: <20120613015331.GY1070@jibsheet.com> References: <4FD77C69.5050208@triumf.ca> <20120613015331.GY1070@jibsheet.com> Message-ID: <4FD8BD05.5060702@triumf.ca> Thanks for the update. Perhaps, a wish that can be added to to-do list;-) . Hossein On 6/12/2012 6:53 PM, Kevin Falcone wrote: > On Tue, Jun 12, 2012 at 10:29:13AM -0700, Hossein Rafighi wrote: >> I am not certain if this is mis/configuration on my part, but it >> seems users can only add one attachment when they are replying to a >> ticket using the web interface! Although "Add More Files" button is >> there, but when you click on it it submits a ticket rather than >> allowing you to add more attachments. >> >> Is this a bug, or misconfig on my part? I am using RT 4.0.0 > This is a known bug in the SelfService interface. > I don't believe there is a current branch to correct it unfortunately. > > -kevin -- _____ _____ _____ _ _ _ _ ____ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_____| \___/ |_| |_||_| Website: http://www.triumf.ca From vadud3 at gmail.com Wed Jun 13 12:24:45 2012 From: vadud3 at gmail.com (Asif Iqbal) Date: Wed, 13 Jun 2012 12:24:45 -0400 Subject: [rt-users] Authentication against LDAP and Authorization against internal db In-Reply-To: References: Message-ID: On Wed, Jun 13, 2012 at 11:35 AM, Asif Iqbal wrote: > On Wed, Jun 13, 2012 at 11:30 AM, Asif Iqbal wrote: > >> On Wed, Jun 13, 2012 at 11:13 AM, Asif Iqbal wrote: >> >>> On Tue, Jun 12, 2012 at 1:57 PM, Ruslan Zakirov wrote: >>> >>>> On Tue, Jun 12, 2012 at 6:35 PM, Asif Iqbal wrote: >>>> > On Tue, Jun 12, 2012 at 5:51 AM, Ruslan Zakirov < >>>> ruz at bestpractical.com> >>>> > wrote: >>>> >> >>>> >> On Tue, Jun 12, 2012 at 5:38 AM, Asif Iqbal >>>> wrote: >>>> >> > I am using external authentication against our corporate AD server >>>> >> > successfully, using the RT::Authen::ExternalAuth. >>>> >> > >>>> >> > But I like the authorization done against internal db for user >>>> account. >>>> >> > >>>> >> > Just because a user has a valid AD credential is not enough for >>>> him/her >>>> >> > to >>>> >> > be able to login to our RT. We like >>>> >> > to manage the login by creating the user account into internal db >>>> using >>>> >> > the >>>> >> > Web UI. >>>> >> > >>>> >> > So we still like the user to use their AD credential and no need to >>>> >> > remember >>>> >> > another password, and at the same time >>>> >> > only be able to login if the same username is available in >>>> internal db. >>>> >> > >>>> >> > Is that possible? Any suggestion/tip is appreciated. >>>> >> >>>> >> Yes, it is possible, but not like you want it to be. >>>> >> >>>> >> As far as I can see users need AD record anyway, just mark them >>>> >> somehow in AD and use this marking in ExternalAuth filter. >>>> >> >>>> > >>>> > I have no access to AD. It belongs to corporate group and will not be >>>> able >>>> > to manage a group. >>>> > >>>> > There is no way to control the Authorization part locally? >>>> >>>> Not out of the box. Patch external auth module and add option to avoid >>>> creation of new users. >>>> >>>> >>> So I could just comment this section out to avoid user create as one >>> option? I know, ugly. >>> >>> http://paste.ubuntu.com/1039210/ >>> >>> >> This seem to have worked. >> >> http://paste.ubuntu.com/1039233/ >> >> > > fixed some of the comments to reflect the intention > > http://paste.ubuntu.com/1039239/ > > What page to modify to let user know to login with their AD account going forward? > > >> >> >>> >>>> >> > -- >>>> >> > 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? >>>> >> > >>>> >> > >>>> >> >>>> >> >>>> >> >>>> >> -- >>>> >> Best regards, Ruslan. >>>> > >>>> > >>>> > >>>> > >>>> > -- >>>> > 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? >>>> > >>>> > >>>> >>>> >>>> >>>> -- >>>> Best regards, Ruslan. >>>> >>> >>> >>> >>> -- >>> 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? >>> >>> >>> >> >> >> -- >> 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? >> >> >> > > > -- > 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? > > > -- 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? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Jun 13 12:31:29 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 13 Jun 2012 20:31:29 +0400 Subject: [rt-users] Table creation question (v4.0.6) In-Reply-To: <7288D49C0448E840B752320350AFA94E0142AA792E@its-hcwnem03.ds.Vanderbilt.edu> References: <7288D49C0448E840B752320350AFA94E0142AA792E@its-hcwnem03.ds.Vanderbilt.edu> Message-ID: On Wed, Jun 13, 2012 at 7:02 PM, Poulter, Dale wrote: > Good morning, > > > > We are upgrading to ?4.0.6 and changing our architecture a little.? We will > be running RT on one server and connect to the database on another server. > This works fine for most functions but I am attempting to determine how the > sphinx server should be setup.? This is how I THINK is should be but would > like to hear back from anyone that has attempted this scenario > > > > DB server:? mysql > > Sphinx should run on the RT server and not the Sphinx server. Sphinx should be close to DB. RT sends requests to DB and DB sends requests to sphinx. RT doesn't talk to sphinx directly. > > --Dale > > > > --------------------------------------- > Dale Poulter > > Coordinator, Search and Core Services > > Library Digital Services > Vanderbilt University > > 419 21st Avenue South, Room 812 > Nashville, TN? 37203-2427 > (615)343-5388 > (615)343-8834 (fax) > (615)207-9705 (cell) > dale.poulter at vanderbilt.edu > > -- Best regards, Ruslan. From vadud3 at gmail.com Wed Jun 13 13:30:10 2012 From: vadud3 at gmail.com (Asif Iqbal) Date: Wed, 13 Jun 2012 13:30:10 -0400 Subject: [rt-users] Authentication against LDAP and Authorization against internal db In-Reply-To: References: Message-ID: On Wed, Jun 13, 2012 at 12:24 PM, Asif Iqbal wrote: > On Wed, Jun 13, 2012 at 11:35 AM, Asif Iqbal wrote: > >> On Wed, Jun 13, 2012 at 11:30 AM, Asif Iqbal wrote: >> >>> On Wed, Jun 13, 2012 at 11:13 AM, Asif Iqbal wrote: >>> >>>> On Tue, Jun 12, 2012 at 1:57 PM, Ruslan Zakirov wrote: >>>> >>>>> On Tue, Jun 12, 2012 at 6:35 PM, Asif Iqbal wrote: >>>>> > On Tue, Jun 12, 2012 at 5:51 AM, Ruslan Zakirov < >>>>> ruz at bestpractical.com> >>>>> > wrote: >>>>> >> >>>>> >> On Tue, Jun 12, 2012 at 5:38 AM, Asif Iqbal >>>>> wrote: >>>>> >> > I am using external authentication against our corporate AD server >>>>> >> > successfully, using the RT::Authen::ExternalAuth. >>>>> >> > >>>>> >> > But I like the authorization done against internal db for user >>>>> account. >>>>> >> > >>>>> >> > Just because a user has a valid AD credential is not enough for >>>>> him/her >>>>> >> > to >>>>> >> > be able to login to our RT. We like >>>>> >> > to manage the login by creating the user account into internal db >>>>> using >>>>> >> > the >>>>> >> > Web UI. >>>>> >> > >>>>> >> > So we still like the user to use their AD credential and no need >>>>> to >>>>> >> > remember >>>>> >> > another password, and at the same time >>>>> >> > only be able to login if the same username is available in >>>>> internal db. >>>>> >> > >>>>> >> > Is that possible? Any suggestion/tip is appreciated. >>>>> >> >>>>> >> Yes, it is possible, but not like you want it to be. >>>>> >> >>>>> >> As far as I can see users need AD record anyway, just mark them >>>>> >> somehow in AD and use this marking in ExternalAuth filter. >>>>> >> >>>>> > >>>>> > I have no access to AD. It belongs to corporate group and will not >>>>> be able >>>>> > to manage a group. >>>>> > >>>>> > There is no way to control the Authorization part locally? >>>>> >>>>> Not out of the box. Patch external auth module and add option to avoid >>>>> creation of new users. >>>>> >>>>> >>>> So I could just comment this section out to avoid user create as one >>>> option? I know, ugly. >>>> >>>> http://paste.ubuntu.com/1039210/ >>>> >>>> >>> This seem to have worked. >>> >>> http://paste.ubuntu.com/1039233/ >>> >>> >> >> fixed some of the comments to reflect the intention >> >> http://paste.ubuntu.com/1039239/ >> >> > What page to modify to let user know to login with their AD account going > forward? > > well copied the Elements/Login to local and made the following change. Hopefully it won't break anything. http://paste.ubuntu.com/1039396/ > > >> >> >>> >>> >>>> >>>>> >> > -- >>>>> >> > 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? >>>>> >> > >>>>> >> > >>>>> >> >>>>> >> >>>>> >> >>>>> >> -- >>>>> >> Best regards, Ruslan. >>>>> > >>>>> > >>>>> > >>>>> > >>>>> > -- >>>>> > 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? >>>>> > >>>>> > >>>>> >>>>> >>>>> >>>>> -- >>>>> Best regards, Ruslan. >>>>> >>>> >>>> >>>> >>>> -- >>>> 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? >>>> >>>> >>>> >>> >>> >>> -- >>> 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? >>> >>> >>> >> >> >> -- >> 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? >> >> >> > > > -- > 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? > > > -- 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? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Jun 13 13:57:05 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 13 Jun 2012 21:57:05 +0400 Subject: [rt-users] after upgrade to RT4, display tickets fails In-Reply-To: <4FD8A241.9060303@ebi.ac.uk> References: <4FD8A19C.6010608@ebi.ac.uk> <4FD8A241.9060303@ebi.ac.uk> Message-ID: You should check RT's logs. On Wed, Jun 13, 2012 at 6:22 PM, Pedro Albuquerque wrote: > more log > > [Wed Jun 13 15:22:04 2012] [warn] [client 193.62.197.26] mod_fcgid: read > data timeout in 40 seconds, referer: http://rt.ebi.ac.uk/extserv/ > [Wed Jun 13 15:22:04 2012] [warn] [client 193.62.197.26] (110)Connection > timed out: mod_fcgid: ap_pass_brigade failed in handle_request function, > > > On 13/06/2012 15:20, Pedro Albuquerque wrote: > > Hi, > > after an upgrade to RT4, I get these errors. > > [Wed Jun 13 15:14:50 2012] [info] mod_fcgid: process > /opt/rt4/sbin/rt-server.fcgi(4652) exit(communication error), get stop > signal 15 > [Wed Jun 13 15:14:51 2012] [warn] [client 193.62.197.26] mod_fcgid: read > data timeout in 40 seconds, > > Can you help me? > Thanks. > Pedro. -- Best regards, Ruslan. From ruz at bestpractical.com Wed Jun 13 13:58:24 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 13 Jun 2012 21:58:24 +0400 Subject: [rt-users] Callbacks not working In-Reply-To: <21E506D2989E24469EA79930B4A201F81491110B@ATLAS.westgateit.net> References: <21E506D2989E24469EA79930B4A201F8148F6CEF@ATLAS.westgateit.net> <21E506D2989E24469EA79930B4A201F8148F6E46@ATLAS.westgateit.net> <21E506D2989E24469EA79930B4A201F81491110B@ATLAS.westgateit.net> Message-ID: On Wed, Jun 13, 2012 at 5:41 PM, Mark Collins wrote: > Yes - even after the mason cache has been cleared the callback isn't running. Check permissions and logs. > Mark Collins > Westgate IT > 0845 017 8852 > > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: 12 June 2012 18:54 > To: Mark Collins > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Callbacks not working > > Have you cleaned the mason cache? > > On Tue, Jun 12, 2012 at 6:45 PM, Mark Collins wrote: >> Ruslan, >> >> Thanks for the quick response - the file is in the correct path (that was a cut & paste error) with the correct name: >> >> loki:/opt/rt/local/html/Callbacks/Westgate/Tickets/Elements/ShowHistor >> y # ls SkipTransaction >> >> When I look at the ticket history, all the content is still there, even if I change the <%init> block to skip everything. >> >> RT version is 4.0.5 >> >> Mark Collins >> Westgate IT >> 0845 017 8852 >> >> >> -----Original Message----- >> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On >> Behalf Of Ruslan Zakirov >> Sent: 12 June 2012 15:40 >> To: Mark Collins >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Callbacks not working >> >> On Tue, Jun 12, 2012 at 6:29 PM, Mark Collins wrote: >>> Hi all, >>> >>> I'm trying to get a callback working that hides the system updates in a tickets history, but nothing is happening. >>> >>> I've placed the callback in /opt/rt/local/html/Callbacks/Westgate/Tickets/Elements (it's call ShowHistory), and the callback code just isn't running. The callback itself is as follows: >> >> It should be .../Westgate/Tickets/Elements/ShowHistory directory and file should be named after name of the callback you want to use. In this case it's SkipTransaction. >> >> Below see comments about your code. >> >>> ======================== >>> <%init> >>> my $myskip=1; >>> >>> if ( $Transaction->Type =~ /^(Correspond|Create)$/ ) { >>> ? ? ? ?$myskip = 0; >>> } >>> $$skip=$myskip; >>> >>> >>> >>> <%args> >>> $Transaction => undef >>> $skip => undef >>> >> >> >> Logic of the code is slightly wrong. It will work, but it doesn't cope with multiple callbacks. You shouldn't set $$skip to 1. Use "return if $$skip;" as first line in the <%INIT> block. This way you can avoid conflicts with extensions that use this callback. >> >> Also, condition looks too agressive, you skip status changes, comments, custom field changes and many other things, but it's really up to you what to do here. >> >> Check that $m->request_path matches 'Display.html'. This way you can have short history on ticket's primary page and full when History tab is clicked. >> >>> ======================== >>> >>> Any ideas on why this isn't working? >>> >>> Mark Collins >>> Westgate IT >>> Main >>> 0845 017 8852 >>> Fax >>> 0845 017 8854 >>> Web >>> http://www.westgateit.com >>> >>> >>> >>> >>> Fax to email >>> 0845 017 8853 >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> Westgate IT Ltd. 12 Riverside Court, Lower Bristol Road, Bath, BA2 >>> 3DZ Company Registered in England and Wales, 3379298. Vat >>> Registration >>> Number: 692 0383 29 >>> >>> This message (and any associated files) is intended only for the use of the individual or entity to which it is addressed and may contain information that is confidential, subject to copyright or constitutes a trade secret. If you are not the intended recipient you are hereby notified that any dissemination, copying or distribution of this message, or files associated with this message, is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and deleting it from your computer. Messages sent to and from us may be monitored. >>> >>> Internet communications cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. Therefore, we do not accept responsibility for any errors or omissions that are present in this message, or any attachment, that have arisen as a result of e-mail transmission. If verification is required, please request a hard-copy version. Any views or opinions presented are solely those of the author and do not necessarily represent those of the company. >>> >>> Scanned by MailDefender - managed email security from intY - >>> www.maildefender.net >> >> >> >> -- >> Best regards, Ruslan. >> >> Scanned by MailDefender - managed email security from intY - >> www.maildefender.net > > > > -- > Best regards, Ruslan. > > Scanned by MailDefender - managed email security from intY - www.maildefender.net -- Best regards, Ruslan. From vadud3 at gmail.com Wed Jun 13 14:17:59 2012 From: vadud3 at gmail.com (Asif Iqbal) Date: Wed, 13 Jun 2012 14:17:59 -0400 Subject: [rt-users] RT Web Login message Message-ID: How do I place this in the title? http://paste.ubuntu.com/1039470/ I were able to modify the local/html/Elements/Login and changed <&| /Widgets/TitleBox, title => loc('Login'), titleright => $RT::VERSION, hideable => 0 &> with <&| /Widgets/TitleBox, title => loc('LOGIN with your AD Credentials'), titleright => $RT::VERSION, hideable => 0 &> And that works fine. But when I paste that long html line it breaks terribly. Any help would be appreciated. -- 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? -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Wed Jun 13 15:22:08 2012 From: vadud3 at gmail.com (Asif Iqbal) Date: Wed, 13 Jun 2012 15:22:08 -0400 Subject: [rt-users] RT Web UI Login message Message-ID: How do I place this in the title? http://paste.ubuntu.com/1039470/ I were able to modify the local/html/Elements/Login and changed <&| /Widgets/TitleBox, title => loc('Login'), titleright => $RT::VERSION, hideable => 0 &> with <&| /Widgets/TitleBox, title => loc('LOGIN with your AD Credentials'), titleright => $RT::VERSION, hideable => 0 &> And that works fine. But when I paste that long html line it breaks terribly. Any help would be appreciated. P.S. resent. had a mishap with the subject on previous email. -- 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? -------------- next part -------------- An HTML attachment was scrubbed... URL: From Brian.Schrock at gardencitygroup.com Wed Jun 13 16:15:30 2012 From: Brian.Schrock at gardencitygroup.com (Brian Schrock) Date: Wed, 13 Jun 2012 20:15:30 +0000 Subject: [rt-users] Search Ticket Transaction History in Query Builder? In-Reply-To: <4FD7E67A.9050703@bestpractical.com> References: <5B4DCF16578AAF40B89161AA18AC9510D33D16@GCGO-EXMB1.gcdomain.local> <4FD7E67A.9050703@bestpractical.com> Message-ID: <5B4DCF16578AAF40B89161AA18AC9510D3519F@GCGO-EXMB1.gcdomain.local> Excellent suggestion! This is how I ended up doing it and Operations is testing it now. I created a custom field named "Last Reopened Date" and applied that to the Queues I care about. I then added this scrip to the queues in question. Description: On Reopen Set Date Condition: User Defined Action: User Defined Template: Global template: Blank Stage: Transactioncreate Custom Condition: my $txn = $self->TransactionObj; my $type = $txn->Type; unless ( ($type eq "Status") || ($type eq 'Set' && $txn->Field eq 'Status') || ($txn->OldValue eq "resolved") || ($txn->OldValue eq "stalled") || ($txn->NewValue eq "open") || ($txn->Data eq 'Ticket auto-opened on incoming correspondence') ) { return 0; } return 1; Custom action cleanup code: my $Ticket = $self->TicketObj; my $CFName = 'Last Reopened Date'; my $CF = RT::CustomField->new( $RT::SystemUser ); $CF->LoadByNameAndQueue( Name => $CFName, Queue => $Ticket->Queue ); my @date = localtime(time()); my $year = $date[5] += 1900 ; my $month = $date[4] += 1 ; my $day = $date[3] ; my $date_stamp = "$year-$month-$day"; $Ticket->AddCustomFieldValue( Field => $CF, Value => $date_stamp); return 1; Based on my quick testing here this works perfectly. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Tuesday, June 12, 2012 9:02 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Search Ticket Transaction History in Query Builder? > SELECT Tickets.id, Tickets.Created, Tickets.Subject, Tickets.Status, > Queues.Name FROM Transactions, Tickets, Queues WHERE > Tickets.Queue=Queues.id AND Queues.Name="Test Queue 1" > AND Tickets.Status='open' > AND Transactions.ObjectId=Tickets.id > AND Transactions.OldValue REGEXP "stalled|resolved" > AND Transactions.NewValue='open' > AND Transactions.Data = 'Ticket auto-opened on incoming correspondence' > AND Transactions.Created >= @START > AND Transactions.Created <= @FINISH Your join between Tickets and Transactions is wrong. Transactions also apply to objects other than tickets, so you need to limit by ObjectType too not just ObjectId. (The query is also not quite what you want because it will miss tickets which are currently Status != 'open' but were auto-opened at some point earlier in the time frame.) To solve your problem using RT's normal customization routes, I suggest extending the default auto-open scrip (user-defined action) to set a DateTime custom field on the ticket when it fires. This greatly simplifies your search and lets you run it in RT from the web. Your report can then be a standard RT saved search used in a chart or a dashboard. ________________________________ 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 trs at bestpractical.com Wed Jun 13 16:23:05 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 13 Jun 2012 16:23:05 -0400 Subject: [rt-users] Search Ticket Transaction History in Query Builder? In-Reply-To: <5B4DCF16578AAF40B89161AA18AC9510D3519F@GCGO-EXMB1.gcdomain.local> References: <5B4DCF16578AAF40B89161AA18AC9510D33D16@GCGO-EXMB1.gcdomain.local> <4FD7E67A.9050703@bestpractical.com> <5B4DCF16578AAF40B89161AA18AC9510D3519F@GCGO-EXMB1.gcdomain.local> Message-ID: <4FD8F6A9.2090104@bestpractical.com> On 06/13/2012 04:15 PM, Brian Schrock wrote: > Custom Condition: > my $txn = $self->TransactionObj; > my $type = $txn->Type; > > unless ( > ($type eq "Status") || > ($type eq 'Set' && $txn->Field eq 'Status') || > ($txn->OldValue eq "resolved") || > ($txn->OldValue eq "stalled") || > ($txn->NewValue eq "open") || > ($txn->Data eq 'Ticket auto-opened on incoming correspondence') > ) { I think your logic is wrong here. You're OR-ing all those together instead of a combination of AND and OR with parentheses to group correctly. > return 0; > } > > return 1; > > Custom action cleanup code: > my $Ticket = $self->TicketObj; > my $CFName = 'Last Reopened Date'; > my $CF = RT::CustomField->new( $RT::SystemUser ); > $CF->LoadByNameAndQueue( Name => $CFName, Queue => $Ticket->Queue ); > > my @date = localtime(time()); > my $year = $date[5] += 1900 ; > my $month = $date[4] += 1 ; > my $day = $date[3] ; > my $date_stamp = "$year-$month-$day"; > > $Ticket->AddCustomFieldValue( Field => $CF, Value => $date_stamp); Avoid the localtime math and just pass: Value => $self->TransactionObj->CreatedObj->AsString From Brian.Schrock at gardencitygroup.com Wed Jun 13 16:24:07 2012 From: Brian.Schrock at gardencitygroup.com (Brian Schrock) Date: Wed, 13 Jun 2012 20:24:07 +0000 Subject: [rt-users] Search Ticket Transaction History in Query Builder? In-Reply-To: <4FD8F6A9.2090104@bestpractical.com> References: <5B4DCF16578AAF40B89161AA18AC9510D33D16@GCGO-EXMB1.gcdomain.local> <4FD7E67A.9050703@bestpractical.com> <5B4DCF16578AAF40B89161AA18AC9510D3519F@GCGO-EXMB1.gcdomain.local> <4FD8F6A9.2090104@bestpractical.com> Message-ID: <5B4DCF16578AAF40B89161AA18AC9510D351B5@GCGO-EXMB1.gcdomain.local> Yep, I was just staring at that and thinking how permissive that was. Fixing it now. Brian J. Schrock Network Operations The Garden City Group, Inc. 5151 Blazer Parkway Suite A Dublin, Ohio 43017 Telephone: 614-289-5457 Email: Brian.Schrock at gcginc.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Wednesday, June 13, 2012 4:23 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Search Ticket Transaction History in Query Builder? On 06/13/2012 04:15 PM, Brian Schrock wrote: > Custom Condition: > my $txn = $self->TransactionObj; > my $type = $txn->Type; > > unless ( > ($type eq "Status") || > ($type eq 'Set' && $txn->Field eq 'Status') || > ($txn->OldValue eq "resolved") || > ($txn->OldValue eq "stalled") || > ($txn->NewValue eq "open") || > ($txn->Data eq 'Ticket auto-opened on incoming correspondence') > ) { I think your logic is wrong here. You're OR-ing all those together instead of a combination of AND and OR with parentheses to group correctly. > return 0; > } > > return 1; > > Custom action cleanup code: > my $Ticket = $self->TicketObj; > my $CFName = 'Last Reopened Date'; > my $CF = RT::CustomField->new( $RT::SystemUser ); > $CF->LoadByNameAndQueue( Name => $CFName, Queue => $Ticket->Queue ); > > my @date = localtime(time()); > my $year = $date[5] += 1900 ; > my $month = $date[4] += 1 ; > my $day = $date[3] ; > my $date_stamp = "$year-$month-$day"; > > $Ticket->AddCustomFieldValue( Field => $CF, Value => $date_stamp); Avoid the localtime math and just pass: Value => $self->TransactionObj->CreatedObj->AsString ________________________________ 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 Brian.Schrock at gardencitygroup.com Wed Jun 13 16:31:54 2012 From: Brian.Schrock at gardencitygroup.com (Brian Schrock) Date: Wed, 13 Jun 2012 20:31:54 +0000 Subject: [rt-users] Search Ticket Transaction History in Query Builder? In-Reply-To: <5B4DCF16578AAF40B89161AA18AC9510D351B5@GCGO-EXMB1.gcdomain.local> References: <5B4DCF16578AAF40B89161AA18AC9510D33D16@GCGO-EXMB1.gcdomain.local> <4FD7E67A.9050703@bestpractical.com> <5B4DCF16578AAF40B89161AA18AC9510D3519F@GCGO-EXMB1.gcdomain.local> <4FD8F6A9.2090104@bestpractical.com> <5B4DCF16578AAF40B89161AA18AC9510D351B5@GCGO-EXMB1.gcdomain.local> Message-ID: <5B4DCF16578AAF40B89161AA18AC9510D351D1@GCGO-EXMB1.gcdomain.local> Ok fixed it, this appears to be working. Custom Condition: my $txn = $self->TransactionObj; my $type = $txn->Type; return 0 unless ($type eq "Status") || ($type eq 'Set' && $txn->Field eq 'Status'); return 0 unless ($txn->OldValue eq "resolved") || ($txn->OldValue eq "stalled"); return 0 unless ($txn->NewValue eq "open"); return 0 unless ($txn->Data eq 'Ticket auto-opened on incoming correspondence'); return 1; Brian J. Schrock Network Operations The Garden City Group, Inc. 5151 Blazer Parkway Suite A Dublin, Ohio 43017 Telephone: 614-289-5457 Email: Brian.Schrock at gcginc.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brian Schrock Sent: Wednesday, June 13, 2012 4:24 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Search Ticket Transaction History in Query Builder? Yep, I was just staring at that and thinking how permissive that was. Fixing it now. Brian J. Schrock Network Operations The Garden City Group, Inc. 5151 Blazer Parkway Suite A Dublin, Ohio 43017 Telephone: 614-289-5457 Email: Brian.Schrock at gcginc.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Wednesday, June 13, 2012 4:23 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Search Ticket Transaction History in Query Builder? On 06/13/2012 04:15 PM, Brian Schrock wrote: > Custom Condition: > my $txn = $self->TransactionObj; > my $type = $txn->Type; > > unless ( > ($type eq "Status") || > ($type eq 'Set' && $txn->Field eq 'Status') || > ($txn->OldValue eq "resolved") || > ($txn->OldValue eq "stalled") || > ($txn->NewValue eq "open") || > ($txn->Data eq 'Ticket auto-opened on incoming correspondence') > ) { I think your logic is wrong here. You're OR-ing all those together instead of a combination of AND and OR with parentheses to group correctly. > return 0; > } > > return 1; > > Custom action cleanup code: > my $Ticket = $self->TicketObj; > my $CFName = 'Last Reopened Date'; > my $CF = RT::CustomField->new( $RT::SystemUser ); > $CF->LoadByNameAndQueue( Name => $CFName, Queue => $Ticket->Queue ); > > my @date = localtime(time()); > my $year = $date[5] += 1900 ; > my $month = $date[4] += 1 ; > my $day = $date[3] ; > my $date_stamp = "$year-$month-$day"; > > $Ticket->AddCustomFieldValue( Field => $CF, Value => $date_stamp); Avoid the localtime math and just pass: Value => $self->TransactionObj->CreatedObj->AsString ________________________________ 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 Johan.Sjoberg at deltamanagement.se Thu Jun 14 04:46:12 2012 From: Johan.Sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=) Date: Thu, 14 Jun 2012 08:46:12 +0000 Subject: [rt-users] sendmailpipe not working after upgrade to 3.8.12 Message-ID: <6D5BD0103BBD1F44ABE1D6512D85036A16C2CFCD@DB3PRD0510MB381.eurprd05.prod.outlook.com> Hi. I just upgraded our RT install from 3.8.10 to 3.8.12. After this RT was unable to send e-mail messages with the default outgoing mail setting (sendmailpipe). I change mail command to sendmail (and removed -t from mail arguments), and then it works. In the logs it looks like it was trying to use sendmail even before I changed it, but with the -t option? Errors in apache error log: [Thu Jun 14 08:34:44 2012] [info]: #7276/171323 - Scrip 61 On Correspond Notify Requestors and Ccs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) [Thu Jun 14 08:34:44 2012] [info]: No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:353) [Thu Jun 14 08:34:44 2012] [info]: #7276/171323 - Scrip 5 On Correspond Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) sendmail: fatal: No recipient addresses found in message header [Thu Jun 14 08:34:44 2012] [crit]: : Could not send mail with command `/usr/sbin/sendmail -oi -t`: program unexpectedly closed pipe at /opt/rt3/bin/../lib/RT/Interface/Email.pm line 451, line 20. Stack: [/opt/rt3/bin/../lib/RT/Interface/Email.pm:451] [/usr/lib/perl5/5.8.8/i386-linux-thread-multi/IO/Handle.pm:401] [/usr/lib/perl5/site_perl/5.8.8/MIME/Decoder/NBit.pm:151] [/usr/lib/perl5/site_perl/5.8.8/MIME/Decoder.pm:259] [/usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm:1889] [/usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm:1859] [/usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm:1772] [/usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm:1832] [/usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm:1772] [/opt/rt3/bin/../lib/RT/Interface/Email.pm:458] [/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:309] [/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:129] [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:238] [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:477] [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:205] [/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:188] [/opt/rt3/bin/../lib/RT/Record.pm:1457] [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:2187] [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:2099] [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1521] [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt3/bin/../lib/RT/Interface/Email.pm:472) Regards, Johan Sj?berg Delta Management AB Tulegatan 30 113 53 Stockholm Sweden Phone: +46 8 501 125 09 Cell: +46 70 751 99 17 www.deltamanagement.se [Description: http://www.deltamanagement.se/images/mailfooter_delta.gif] [Description: http://www.deltamanagement.se/images/climatecare_small.gif] Koldioxidneutral IT-drift El, kontorsv?rme och tj?nsteresor kompenseras med hj?lp av ClimateCare -------------- next part -------------- An HTML attachment was scrubbed... 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Name: image002.png Type: image/png Size: 155 bytes Desc: image002.png URL: From cloos at netcologne.de Thu Jun 14 06:10:36 2012 From: cloos at netcologne.de (Christian Loos) Date: Thu, 14 Jun 2012 12:10:36 +0200 Subject: [rt-users] sendmailpipe not working after upgrade to 3.8.12 In-Reply-To: <6D5BD0103BBD1F44ABE1D6512D85036A16C2CFCD@DB3PRD0510MB381.eurprd05.prod.outlook.com> References: <6D5BD0103BBD1F44ABE1D6512D85036A16C2CFCD@DB3PRD0510MB381.eurprd05.prod.outlook.com> Message-ID: <4FD9B89C.7020705@netcologne.de> Am 14.06.2012 10:46, schrieb Johan Sj?berg: > Hi. > > I just upgraded our RT install from 3.8.10 to 3.8.12. After this RT was > unable to send e-mail messages with the default outgoing mail setting > (sendmailpipe). I change mail command to sendmail (and removed ?t from > mail arguments), and then it works. Update to 3.8.13 http://lists.bestpractical.com/pipermail/rt-announce/2012-May/000207.html From jkikpole at cairodurham.org Thu Jun 14 07:45:11 2012 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Thu, 14 Jun 2012 07:45:11 -0400 Subject: [rt-users] Time off by several hours Message-ID: Since upgrading to RT 4.0.5, I've found that email being logged in my RT instance and then displayed in the web GUI will have the wrong time. More specifically, its off by the number of hours that my local timezone is off from UTC. So if an email comes in at 10:21:58 -0400, it will show the email as coming in at 2:22:58 PM. See attachment for a visual example. Did I miss a setting in RT_SiteConfig.pm? Thanks, Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org -------------- next part -------------- A non-text attachment was scrubbed... Name: Screen shot 2012-06-14 at 7.43.05 AM.png Type: image/png Size: 17178 bytes Desc: not available URL: From jkikpole at cairodurham.org Thu Jun 14 07:50:35 2012 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Thu, 14 Jun 2012 07:50:35 -0400 Subject: [rt-users] Custom fields on transactions Message-ID: I've been using RT with various custom fields for years, but now its time to re-model those custom fields a bit. I thought that at least one of them, namely "Work By" (which includes a list of which technicians worked on the ticket), should get moved to the transaction level (vs. applying to the ticket) so that it would be easier to make data entries. Currently, I have to search for all resolved tickets and then read them and then apply the correct names. This is cumbersome. So my hope is that al the techs could just tag their own name (and the names of anyone who helped them) whenever they made a comment or reply on the ticket. So I started playing with a new custom field named "test" to see if this would work. It seems OK for entering data, but I haven't found a way to search based on that custom field. Did I miss something? Are custom fields on transactions just not very useful? What kinds of goals should they be used to meet? Any advise is appreciated. Thanks, Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org From alexander.reintzsch at netsystem.de Thu Jun 14 08:02:38 2012 From: alexander.reintzsch at netsystem.de (Alexander Reintzsch) Date: Thu, 14 Jun 2012 14:02:38 +0200 Subject: [rt-users] Authen-ExternalAuth LDAP problem In-Reply-To: <1339432814.25951.YahooMailNeo@web160503.mail.bf1.yahoo.com> References: <1339432814.25951.YahooMailNeo@web160503.mail.bf1.yahoo.com> Message-ID: <1339675358.3080.9.camel@alexrz-laptop> Am Montag, den 11.06.2012, 09:40 -0700 schrieb Russ Lavoy: > 'user' => 'cn=user,ou=oragnizational unit,dc=example,dc=net', Not sure, but there could be a typo. ou=organizational unit should be correct I guess. Cheers, Alex From jim.lesinski at gmail.com Thu Jun 14 08:53:21 2012 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Thu, 14 Jun 2012 08:53:21 -0400 Subject: [rt-users] RT development environment set up Message-ID: <6345067D-6CF5-4B35-B785-FE8D77892A65@gmail.com> As I am currently looking at making some customizations to the create and update pages, I am wondering if someone can provide input about the set up of an RT dev environment? I have a complete system I can do the work on and I am wondering what IDE would be recommended and any other advice people have. I have been reading up on customizations and had made most if my changes win either KWRite or vi/nano up to this point. Thanks, Jim Lesinski From Johan.Sjoberg at deltamanagement.se Thu Jun 14 08:58:40 2012 From: Johan.Sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=) Date: Thu, 14 Jun 2012 12:58:40 +0000 Subject: [rt-users] sendmailpipe not working after upgrade to 3.8.12 In-Reply-To: <4FD9B89C.7020705@netcologne.de> References: <6D5BD0103BBD1F44ABE1D6512D85036A16C2CFCD@DB3PRD0510MB381.eurprd05.prod.outlook.com> <4FD9B89C.7020705@netcologne.de> Message-ID: <6D5BD0103BBD1F44ABE1D6512D85036A16C2E705@DB3PRD0510MB381.eurprd05.prod.outlook.com> Hi. Thanks for that. I had missed that 3.8.13 had been released since I flagged the release notification for 3.8.12 in my e-mail client. /Johan > -----Original Message----- > From: Christian Loos [mailto:cloos at netcologne.de] > Sent: den 14 juni 2012 12:11 > To: Johan Sj?berg > Cc: rt-users at lists.bestpractical.com > Subject: Re: sendmailpipe not working after upgrade to 3.8.12 > > Am 14.06.2012 10:46, schrieb Johan Sj?berg: > > Hi. > > > > I just upgraded our RT install from 3.8.10 to 3.8.12. After this RT > > was unable to send e-mail messages with the default outgoing mail > > setting (sendmailpipe). I change mail command to sendmail (and > > removed -t from mail arguments), and then it works. > > Update to 3.8.13 > http://lists.bestpractical.com/pipermail/rt-announce/2012-May/000207.html From adamtrza at wp.pl Thu Jun 14 08:58:17 2012 From: adamtrza at wp.pl (Adam) Date: Thu, 14 Jun 2012 12:58:17 +0000 (UTC) Subject: [rt-users] Problems after upgrade from 3.8.8 to 4.0.6 References: <15DF9116EFA72B41BA18ECC2ABD870F5803F4965@uslaxmail02> Message-ID: Andrew Marosi luminance.us.com> writes: > > > Ensure you turned on logging in your siteconfig: > Set($LogToFile,?? 'debug'); # debug is very noisy > ? > You can try critical, warning, or error if you don?t want to be overloaded with noise > ? > Make sure your apache user can write to the log directory > -Andy > ? > From: rt-users-bounces lists.bestpractical.com [mailto:rt-users-bounces lists.bestpractical.com] On Behalf Of Max McGrathSent: Thursday, May 24, 2012 12:51 PMTo: rt-users lists.bestpractical.comSubject: [rt-users] Problems after upgrade from 3.8.8 to 4.0.6 > ? > Hi All - > ? > Just upgraded from 3.8.8 to 4.0.6 this morning. ?Was kind of a tough upgrade so I ended up doing a lot of different things during the upgrade and I confused myself. ?The problem I have now is that I'm not entirely sure where RT is getting it's config settings from. ?Somethings seem to come from /opt/rt4/etc/RT_SiteConfig.pm others don't. ?I have some custom things in /opt/rt4/local/html/Elements/ and those don't seem to be working. > ? > When I go out to Tools --> Configuration --> Tools --> System Configuration?I am receiving the following error: > ? > An internal RT error has occurred. Your administrator can find more details in RT's log files.? > ? > /opt/rt4/var/log doesn't have anything in it -- and neither does /opt/rt3_bak/var/log (this is where 3.8.8 resided). ?As I said, I did many things and directories may not be properly in place.... > ? > Any advice??--Max McGrathNetwork AdministratorCarthage College262-552-5512mmcgrath carthage.edu > Change owner for /opt/rt4 to www-data (apache user) From Amir_Karger at hms.harvard.edu Thu Jun 14 09:07:31 2012 From: Amir_Karger at hms.harvard.edu (Karger, Amir) Date: Thu, 14 Jun 2012 09:07:31 -0400 Subject: [rt-users] Global scrips not showing up Message-ID: We're running RT 4.0.5. If I go to Configuration->Global->Scrips->Select, I don't see any scrips. So where are the global scrips (e.g., email comments to AdminCc's) hiding? They're in initialdata, but editing them there won't help, will it? I'm asking because sometimes we want to archive the fact that we did a certain task for a ticket, but it doesn't need to fill everyone's mailbox. I'd like to set up a Scrip where, if I input some (highly unique) string in the Subject line, then RT doesn't email all AdminCc's. (Even cooler would be if the unique string gets removed or modified before hitting the database, so that if someone comments on that comment for some reason, the email *will* go to AdminCc's.) Preferably, this would be on a queue by queue basis, though if we make the string random enough, maybe it could be global and nobody would notice. A quick search of the archives & wiki didn't turn anything up. Thanks, -Amir Karger From trs at bestpractical.com Thu Jun 14 09:10:40 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 14 Jun 2012 09:10:40 -0400 Subject: [rt-users] Time off by several hours In-Reply-To: References: Message-ID: <4FD9E2D0.1090108@bestpractical.com> On 06/14/2012 07:45 AM, Jaime Kikpole wrote: > Since upgrading to RT 4.0.5, I've found that email being logged in my > RT instance and then displayed in the web GUI will have the wrong > time. More specifically, its off by the number of hours that my local > timezone is off from UTC. So if an email comes in at 10:21:58 -0400, > it will show the email as coming in at 2:22:58 PM. See attachment for > a visual example. This is almost certainly because a) your user doesn't have a timezone set and your default is UTC, or b) your user has an incorrect timezone preference set. > Did I miss a setting in RT_SiteConfig.pm? $Timezone? From trs at bestpractical.com Thu Jun 14 09:13:38 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 14 Jun 2012 09:13:38 -0400 Subject: [rt-users] Global scrips not showing up In-Reply-To: References: Message-ID: <4FD9E382.6000506@bestpractical.com> On 06/14/2012 09:07 AM, Karger, Amir wrote: > We're running RT 4.0.5. If I go to Configuration->Global->Scrips->Select, > I don't see any scrips. So where are the global scrips (e.g., email > comments to AdminCc's) hiding? They're in initialdata, but editing them > there won't help, will it? > > I'm asking because sometimes we want to archive the fact that we did a > certain task for a ticket, but it doesn't need to fill everyone's mailbox. > I'd like to set up a Scrip where, if I input some (highly unique) string > in the Subject line, then RT doesn't email all AdminCc's. (Even cooler > would be if the unique string gets removed or modified before hitting the > database, so that if someone comments on that comment for some reason, the > email *will* go to AdminCc's.) Preferably, this would be on a queue by > queue basis, though if we make the string random enough, maybe it could be > global and nobody would notice. Why not just use the normal notification squelching available on the ticket reply page? See the "Scrips and Recipients" below the message box on the reply page. From matt.k.wong at gmail.com Thu Jun 14 09:48:24 2012 From: matt.k.wong at gmail.com (Matthew W.) Date: Thu, 14 Jun 2012 09:48:24 -0400 Subject: [rt-users] Odd behavior, RT automatically reverts changes to Custom Fields Message-ID: Hello, I'm relatively new to RT and have been running into this problem for a few days now. I've looked everywhere and haven't found a clue. The closest thing I could find was documented in this post: http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg10037.html But, I really don't want to to undo the changes that RT automatically undoes.... Basically, whenever I make changes to a custom field from a scrip whatever the value that I add automatically gets reverted back to the old value. I tried adding code to delete the old value first, but RT just adds the old value back. Here's some psuedocode (code not tested and may contain typos, but my code works just fine as I can see the transactions in the ticket history): my $Value = 'some value'; my $CFName = 'customCF'; my $CF->LoadByName( Name => $CFName); #Delete the old value: $self->TicketObj>DeleteCustomFieldValue( Field => $CFName, Value => $self->TicketObj->FirstCustomFieldValue($CFName) ); #Set the new value: $self->TicketObj->AddCustomFieldValue( Field => $CF, Value => $Value); Bottom line: does anyone know how to prevent RT from undoing the additions to a custom field? This is in RT 4.0.4. --Matthew. From tjrc at sanger.ac.uk Thu Jun 14 09:51:10 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Thu, 14 Jun 2012 14:51:10 +0100 Subject: [rt-users] RT development environment set up In-Reply-To: <6345067D-6CF5-4B35-B785-FE8D77892A65@gmail.com> References: <6345067D-6CF5-4B35-B785-FE8D77892A65@gmail.com> Message-ID: On 14 Jun 2012, at 13:53, Jim Lesinski wrote: > As I am currently looking at making some customizations to the create and update pages, I am wondering if someone can provide input about the set up of an RT dev environment? I have a complete system I can do the work on and I am wondering what IDE would be recommended and any other advice people have. I don't use an IDE for messing about with RT - I don't know of one that can handle Mason, so there's not much point. I do most of my editing of mason components using Vim, because its syntax highlighting for Mason seems pretty good. > I have been reading up on customizations and had made most if my changes win either KWRite or vi/nano up to this point. Very occasionally I run the standalone web server form of RT in a perldb session inside emacs, but that only really works for debugging the perl modules, not the mason components. 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 tjrc at sanger.ac.uk Thu Jun 14 09:54:18 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Thu, 14 Jun 2012 14:54:18 +0100 Subject: [rt-users] Odd behavior, RT automatically reverts changes to Custom Fields In-Reply-To: References: Message-ID: <877F70C8-C100-4AF1-908D-3B067E4EA25E@sanger.ac.uk> On 14 Jun 2012, at 14:48, Matthew W. wrote: > Hello, > > I'm relatively new to RT and have been running into this problem for a > few days now. I've looked everywhere and haven't found a clue. The > closest thing I could find was documented in this post: > > http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg10037.html > > But, I really don't want to to undo the changes that RT automatically > undoes.... > > Basically, whenever I make changes to a custom field from a scrip > whatever the value that I add automatically gets reverted back to the > old value. I tried adding code to delete the old value first, but RT > just adds the old value back. > > > Here's some psuedocode (code not tested and may contain typos, but my > code works just fine as I can see the transactions in the ticket > history): > > my $Value = 'some value'; > > my $CFName = 'customCF'; > my $CF->LoadByName( Name => $CFName); > > #Delete the old value: > $self->TicketObj>DeleteCustomFieldValue( > Field => $CFName, > Value => $self->TicketObj->FirstCustomFieldValue($CFName) > ); > > #Set the new value: > $self->TicketObj->AddCustomFieldValue( Field => $CF, Value => $Value); > > Bottom line: does anyone know how to prevent RT from undoing the > additions to a custom field? This is in RT 4.0.4. Is this a TransactionCreate/TransactionBatch stage issue? 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 jkikpole at cairodurham.org Thu Jun 14 09:57:08 2012 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Thu, 14 Jun 2012 09:57:08 -0400 Subject: [rt-users] Time off by several hours In-Reply-To: <4FD9E2D0.1090108@bestpractical.com> References: <4FD9E2D0.1090108@bestpractical.com> Message-ID: On Thu, Jun 14, 2012 at 9:10 AM, Thomas Sibley wrote: > This is almost certainly because a) your user doesn't have a timezone > set and your default is UTC, or b) your user has an incorrect timezone > preference set. Our email system is Google Apps for Education, so our email is effectively Gmail. Is there a known issue with that and RT? I wouldn't normally ask, but I figured someone here might be using Gmail. I'm attaching a screen shot of the only config in Google Apps that seems related to timezones. >> Did I miss a setting in RT_SiteConfig.pm? > > $Timezone? atlas:jkikpole>grep [tT]ime[Zz]one /usr/local/etc/rt40/RT_Config.pm |grep Set Set($Timezone, "US/Eastern"); dates and time are not representative. Set C<$ChartsTimezonesInDB> to 1 Set($ChartsTimezonesInDB, 0); atlas:jkikpole>grep [tT]ime[Zz]one /usr/local/etc/rt40/RT_SiteConfig.pm |grep Set Set($ChartsTimezonesInDB, 1); atlas:jkikpole> Thanks, Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org -------------- next part -------------- A non-text attachment was scrubbed... Name: Screen shot 2012-06-14 at 9.53.50 AM.png Type: image/png Size: 20897 bytes Desc: not available URL: From trs at bestpractical.com Thu Jun 14 10:01:38 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 14 Jun 2012 10:01:38 -0400 Subject: [rt-users] Time off by several hours In-Reply-To: References: <4FD9E2D0.1090108@bestpractical.com> Message-ID: <4FD9EEC2.5000601@bestpractical.com> On 06/14/2012 09:57 AM, Jaime Kikpole wrote: > Our email system is Google Apps for Education, so our email is > effectively Gmail. Is there a known issue with that and RT? I > wouldn't normally ask, but I figured someone here might be using > Gmail. > > I'm attaching a screen shot of the only config in Google Apps that > seems related to timezones. I'm talking about the per-user timezone preference in _RT_. "Logged in as ..." ? Settings ? About Me From jasonm at kelman.com Thu Jun 14 10:04:20 2012 From: jasonm at kelman.com (Jason Marshall) Date: Thu, 14 Jun 2012 08:04:20 -0600 (MDT) Subject: [rt-users] "My Day" -- need to change comment to reply Message-ID: I tried to search for this, but couldn't find much. Running 3.8.8, and need the comments entered into "My Day" to go to the requestor and cc's. Seems the easiest thing to do would be change the mode from "comment" to "reply" but I'm not seeing an obvious way to do this. Can someone help, or explain why this is a dumb idea? Thanks! --- Jason Marshall IT Manager Kelman Data Management From jkikpole at cairodurham.org Thu Jun 14 10:06:39 2012 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Thu, 14 Jun 2012 10:06:39 -0400 Subject: [rt-users] Time off by several hours In-Reply-To: <4FD9EEC2.5000601@bestpractical.com> References: <4FD9E2D0.1090108@bestpractical.com> <4FD9EEC2.5000601@bestpractical.com> Message-ID: On Thu, Jun 14, 2012 at 10:01 AM, Thomas Sibley wrote: > "Logged in as ..." ? Settings ? About Me Oh, sorry. Its currently set to "System Default". Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org From Amir_Karger at hms.harvard.edu Thu Jun 14 10:25:21 2012 From: Amir_Karger at hms.harvard.edu (Karger, Amir) Date: Thu, 14 Jun 2012 10:25:21 -0400 Subject: [rt-users] Global scrips not showing up Message-ID: From: Thomas Sibley > On 06/14/2012 09:07 AM, Karger, Amir wrote: > >Where are the global scrips (e.g., email comments to AdminCc's) hiding? > >I'd like to set up a Scrip where, if I input some (highly unique) string > >in the Subject line, then RT doesn't email all AdminCc's. (Even cooler > >would be if the unique string gets removed or modified before hitting >the > >database, so that if someone comments on that comment for some reason, >the > >email *will* go to AdminCc's.) Preferably, this would be on a queue by > >queue basis, though if we make the string random enough, maybe it could >be > >global and nobody would notice. > > Why not just use the normal notification squelching available on the > ticket reply page? > > See the "Scrips and Recipients" below the message box on the reply page. Ah, I didn't give enough detail. We have a bash script that runs a command and emails RT with the results. This lets us record what we actually did (and the stdout result) into the ticket without cutting and pasting from our ssh window. But it's not going through the web interface. (It's your fault for giving us diverse UIs!) -Amir From trs at bestpractical.com Thu Jun 14 10:42:49 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 14 Jun 2012 10:42:49 -0400 Subject: [rt-users] Global scrips not showing up In-Reply-To: References: Message-ID: <4FD9F869.3090508@bestpractical.com> On 06/14/2012 10:25 AM, Karger, Amir wrote: > Ah, I didn't give enough detail. We have a bash script that runs a command > and emails RT with the results. This lets us record what we actually did > (and the stdout result) into the ticket without cutting and pasting from > our ssh window. But it's not going through the web interface. > > (It's your fault for giving us diverse UIs!) We expose squelching via email headers. If you don't want RT to notify at _all_ about the email your command sends, add the following header: X-RT-Squelch: yes If you want to squelch a certain set of recipients RT might otherwise mail, include a header like: RT-Squelch-Replies-To: foo at example.com,bar at example.com From kenn.crocker at gmail.com Thu Jun 14 11:51:03 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Thu, 14 Jun 2012 08:51:03 -0700 Subject: [rt-users] Odd behavior, RT automatically reverts changes to Custom Fields In-Reply-To: <877F70C8-C100-4AF1-908D-3B067E4EA25E@sanger.ac.uk> References: <877F70C8-C100-4AF1-908D-3B067E4EA25E@sanger.ac.uk> Message-ID: Matthew,Tim, Most likely it is. Kenn On Thu, Jun 14, 2012 at 6:54 AM, Tim Cutts wrote: > > On 14 Jun 2012, at 14:48, Matthew W. wrote: > > > Hello, > > > > I'm relatively new to RT and have been running into this problem for a > > few days now. I've looked everywhere and haven't found a clue. The > > closest thing I could find was documented in this post: > > > > > http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg10037.html > > > > But, I really don't want to to undo the changes that RT automatically > > undoes.... > > > > Basically, whenever I make changes to a custom field from a scrip > > whatever the value that I add automatically gets reverted back to the > > old value. I tried adding code to delete the old value first, but RT > > just adds the old value back. > > > > > > Here's some psuedocode (code not tested and may contain typos, but my > > code works just fine as I can see the transactions in the ticket > > history): > > > > my $Value = 'some value'; > > > > my $CFName = 'customCF'; > > my $CF->LoadByName( Name => $CFName); > > > > #Delete the old value: > > $self->TicketObj>DeleteCustomFieldValue( > > Field => $CFName, > > Value => $self->TicketObj->FirstCustomFieldValue($CFName) > > ); > > > > #Set the new value: > > $self->TicketObj->AddCustomFieldValue( Field => $CF, Value => $Value); > > > > Bottom line: does anyone know how to prevent RT from undoing the > > additions to a custom field? This is in RT 4.0.4. > > Is this a TransactionCreate/TransactionBatch stage issue? > > Tim > > > -- > The Wellcome Trust Sanger Institute is operated by Genome Research > Limited, a charity registered in England with number 1021457 and a > company registered in England with number 2742969, whose registered > office is 215 Euston Road, London, NW1 2BE. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ptomblin at xcski.com Thu Jun 14 12:02:39 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Thu, 14 Jun 2012 12:02:39 -0400 Subject: [rt-users] Odd behavior, RT automatically reverts changes to Custom Fields In-Reply-To: References: Message-ID: On Thu, Jun 14, 2012 at 9:48 AM, Matthew W. wrote: > Here's some psuedocode (code not tested and may contain typos, but my > code works just fine as I can see the transactions in the ticket > history): > > my $Value = 'some value'; > > my $CFName = 'customCF'; > my $CF->LoadByName( Name => $CFName); > > #Delete the old value: > $self->TicketObj>DeleteCustomFieldValue( > ? ? Field => $CFName, > ? ? Value => $self->TicketObj->FirstCustomFieldValue($CFName) > ); > > #Set the new value: > $self->TicketObj->AddCustomFieldValue( Field => $CF, Value => $Value); When I call AddCustomFieldValue, I use the field *name* in Field, rather than an actual CustomField class. So I do things like $parent->AddCustomFieldValue("Field" => "custom_status", "Value" => $newStatus); and that seems to work fine. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From kirby at umbc.edu Thu Jun 14 12:43:38 2012 From: kirby at umbc.edu (Joe Kirby) Date: Thu, 14 Jun 2012 12:43:38 -0400 Subject: [rt-users] Live on 4.0.6 today and question about Child tickets (Joe Kirby) Message-ID: Please forgive my previous post. I was under the impression that the option to create child tickets in a different queue was a delivered function in 4.0.5 When I did not hear back from the list I did more research and discovered that my person had originally installed an extension and we forgot it when we migrated to production. My apologies for the post. The extension, which works very nicely by the way, is http://requesttracker.wikia.com/wiki/SpawnChildTicket Thank you very much for all your help. great community Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From kevinr at bestpractical.com Thu Jun 14 15:21:48 2012 From: kevinr at bestpractical.com (Kevin Riggle) Date: Thu, 14 Jun 2012 15:21:48 -0400 Subject: [rt-users] Custom fields on transactions In-Reply-To: References: Message-ID: <1339701484-sup-481@bestpractical.com> Excerpts from Jaime Kikpole's message of Thu Jun 14 07:50:35 -0400 2012: > I've been using RT with various custom fields for years, but now its > time to re-model those custom fields a bit. I thought that at least > one of them, namely "Work By" (which includes a list of which > technicians worked on the ticket), should get moved to the transaction > level (vs. applying to the ticket) so that it would be easier to make > data entries. > > Currently, I have to search for all resolved tickets and then read > them and then apply the correct names. This is cumbersome. So my > hope is that al the techs could just tag their own name (and the names > of anyone who helped them) whenever they made a comment or reply on > the ticket. > The most straightforward way to approach this is to write a little Scrip which adds anyone who touches a ticket to either your ticket-level "Work By" CustomField or to the ticket AdminCcs. That way the tracking happens automatically at the ticket level (where it's easy to search for) rather than your techs having to tag themselves on each transaction. - Kevin From demon_eyes_kyoms at hotmail.com Thu Jun 14 17:36:43 2012 From: demon_eyes_kyoms at hotmail.com (TheHoboKing) Date: Thu, 14 Jun 2012 14:36:43 -0700 (PDT) Subject: [rt-users] Set Content via Scrip Message-ID: <34014709.post@talk.nabble.com> Hello All, Im running RT.4.0.5. I've been trying to automatically set the Content(message body) of a comment on a ticket. I can get the value from the message input box via "$self->TransactionObj->Content" but I'm unable to set it via a scrip. I've attempted via "$self->TransactionObj->SetContent($MyValue)" and various other means (ContentObj | TicketObj | Transaction->Message | ...) but none works... Here's a brief explanation on why I'm attempting to do this: I've a couple of Transaction Custom fields, for which I store the input value in a Ticket CustomField (I do this via a TransactionBatch Scrip), this works fine on Ticket Creation and as long as the message box contains whatever value during Comment | Reply | Resolve | Re-Open |... . But if the message box is left empty, the valued entered in the Transaction CF is not added to the Ticket CF (perhaps the Scrip is not even run because there's Transaction to be recorded?). How could I either force a TransactionBatch scrip to run even if the message box is left empty or automatically set a value to Content (the message box). After taking a look at the RT Logger, it looks like the Scrip is not being executed if the message box is empty (no Transaction to be recorded perhaps? even though I'm inputting new values in the Transaction CF(s)). Nonetheless here's my Scrip that tries and set a value to Content Custom condition: return 1; Custom action preparation code: return 1; Custom action cleanup code: my $Trans = $self->TransactionObj; my $content = $Trans->Content; my $MyValue = 'ScriptedValue'; $Trans->SetContent($MyValue); $RT::Logger->debug("$self->TransactionObj->Content: $content"); Thank you all! -- View this message in context: http://old.nabble.com/Set-Content-via-Scrip-tp34014709p34014709.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From robert.wysocki at contium.pl Fri Jun 15 02:35:01 2012 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Fri, 15 Jun 2012 08:35:01 +0200 Subject: [rt-users] Custom fields on transactions In-Reply-To: References: Message-ID: <1339742101.2818.10.camel@rmwysocki> Dnia 2012-06-14, czw o godzinie 07:50 -0400, Jaime Kikpole pisze: > I've been using RT with various custom fields for years, but now its > time to re-model those custom fields a bit. I thought that at least > one of them, namely "Work By" (which includes a list of which > technicians worked on the ticket), should get moved to the transaction > level (vs. applying to the ticket) so that it would be easier to make > data entries. > > Currently, I have to search for all resolved tickets and then read > them and then apply the correct names. This is cumbersome. So my > hope is that al the techs could just tag their own name (and the names > of anyone who helped them) whenever they made a comment or reply on > the ticket. > > So I started playing with a new custom field named "test" to see if > this would work. It seems OK for entering data, but I haven't found a > way to search based on that custom field. > > Did I miss something? Are custom fields on transactions just not very > useful? What kinds of goals should they be used to meet? > > Any advise is appreciated. I don't get it. Anyone, who worked on the ticket should leave a comment/reply, so you can obtain the list of people who worked on a ticket by parsing ticket transactions. Therefore your CF is redundunt to built-in functionality and according to Occam's razor you just shouldn't use it. Regards, -- Robert Wysocki administrator system?w linuksowych Contium S.A., http://www.contium.pl From vadud3 at gmail.com Fri Jun 15 02:52:22 2012 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 15 Jun 2012 02:52:22 -0400 Subject: [rt-users] List of privileged users Message-ID: How do I get the list of privleged users? This is what I have so far #!/usr/bin/perl -w use strict; use Carp; use Getopt::Long; use lib qw(/opt/rt3/lib /opt/rt3/etc); use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent loc); CleanEnv(); use RT; use RT::Ticket; use RT::Tickets; RT::LoadConfig(); RT::Init(); my $PrivilegedUsers = RT::Users->new ( $RT::SystemUser ); $PrivilegedUsers->LimitToPrivileged; while ( my $PrivilegedUser = $PrivilegedUsers->Next ) { print $PrivilegedUser."\n"; # <== this only prints hash } $RT::Handle->Disconnect(); 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? -------------- next part -------------- An HTML attachment was scrubbed... URL: From michele.pinassi at unisi.it Fri Jun 15 05:14:31 2012 From: michele.pinassi at unisi.it (Michele Pinassi) Date: Fri, 15 Jun 2012 11:14:31 +0200 Subject: [rt-users] Show Tickets owned by a Group Message-ID: <4FDAFCF7.9080909@unisi.it> Hi all, there's a way to have a "widget", in dahsboard, that shows all tickets owned by a group ? Thanks, Michele -- 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 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 262 bytes Desc: OpenPGP digital signature URL: From tjrc at sanger.ac.uk Fri Jun 15 05:37:26 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Fri, 15 Jun 2012 10:37:26 +0100 Subject: [rt-users] List of privileged users In-Reply-To: References: Message-ID: On 15 Jun 2012, at 07:52, Asif Iqbal wrote: > How do I get the list of privleged users? > > This is what I have so far > > #!/usr/bin/perl -w > > use strict; > use Carp; > use Getopt::Long; > > use lib qw(/opt/rt3/lib /opt/rt3/etc); > > use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent loc); > CleanEnv(); > > use RT; > use RT::Ticket; > use RT::Tickets; Don't you mean: use RT::Users; instead of the above two lines? > > RT::LoadConfig(); > > RT::Init(); > > my $PrivilegedUsers = RT::Users->new ( $RT::SystemUser ); > $PrivilegedUsers->LimitToPrivileged; > > > while ( my $PrivilegedUser = $PrivilegedUsers->Next ) { > print $PrivilegedUser."\n"; # <== this only prints hash $PrivilegedUser is a reference to a perl object (hence you get the class name and an identifier for the object). In order to get the data out of the object, you have to call an accessor method: print $PrivilegedUser->Name, "\n"; or print $PrivilegedUser->EmailAddress, "\n"; depending on what you want. > } > > $RT::Handle->Disconnect(); I don't think you need that bit - it'll all be closed cleanly as the script exits anyway. 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 jkikpole at cairodurham.org Fri Jun 15 06:29:48 2012 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Fri, 15 Jun 2012 06:29:48 -0400 Subject: [rt-users] Custom fields on transactions In-Reply-To: <1339742101.2818.10.camel@rmwysocki> References: <1339742101.2818.10.camel@rmwysocki> Message-ID: On Jun 15, 2012, at 2:35 AM, Robert Wysocki wrote: > Anyone, who worked on the ticket should leave a > comment/reply, so you can obtain the list of people who worked on a > ticket by parsing ticket transactions. Is there a way to get a list of tickets based on who left comments? I didn't see that in the search or chart features in the GUI. If that does exist, that would definitely be preferable. I've been looking for that in every version of RT since 2.0.x. > Therefore your CF is redundunt to built-in functionality and according > to Occam's razor you just shouldn't use it. I'll agree that it's redundant if this functionality exists in the GUI, but I haven't found it. Thanks, Jaime P.S. - As a side note, you might want to double check the definition of Occam's Razor. You seem to be using a common misinterpretation. From jkikpole at cairodurham.org Fri Jun 15 06:37:00 2012 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Fri, 15 Jun 2012 06:37:00 -0400 Subject: [rt-users] Show Tickets owned by a Group In-Reply-To: <4FDAFCF7.9080909@unisi.it> References: <4FDAFCF7.9080909@unisi.it> Message-ID: <6AF8570F-51E7-4B6E-ACD2-016BAAE83F37@cairodurham.org> On Jun 15, 2012, at 5:14 AM, Michele Pinassi wrote: > there's a way to have a "widget", in dahsboard, that shows all tickets > owned by a group ? I think that you could achieve that by building a search that achieves this and then saving the search. The saved search can then be added to the dashboard. I've done this in order to add oldest unresolved tickets and oldest unowned tickets to a dashboard, so that we can find things that can probably just be closed after sitting in the queue untouched for 8 years. You might have to tweak your permissions in order to allow saving searches and viewing saved searches. Also note the difference between individual, group, and system level dashboards and saved searches. I had to tweak things a bit in order to make it the way I wanted. Hope that helps, Jaime From steve.hopps at gmail.com Fri Jun 15 09:55:42 2012 From: steve.hopps at gmail.com (Steve Hopps) Date: Fri, 15 Jun 2012 08:55:42 -0500 Subject: [rt-users] un-attached reminders Message-ID: Is there a way to create reminders which are not attached to tickets? -Steve From vadud3 at gmail.com Fri Jun 15 10:08:22 2012 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 15 Jun 2012 10:08:22 -0400 Subject: [rt-users] List of privileged users In-Reply-To: References: Message-ID: On Fri, Jun 15, 2012 at 5:37 AM, Tim Cutts wrote: > > On 15 Jun 2012, at 07:52, Asif Iqbal wrote: > > > How do I get the list of privleged users? > > > > This is what I have so far > > > > #!/usr/bin/perl -w > > > > use strict; > > use Carp; > > use Getopt::Long; > > > > use lib qw(/opt/rt3/lib /opt/rt3/etc); > > > > use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent > loc); > > CleanEnv(); > > > > use RT; > > > use RT::Ticket; > > use RT::Tickets; > > Don't you mean: > > use RT::Users; > > right. I took that code from another script without realizing this obvious change. > instead of the above two lines? > > > > > RT::LoadConfig(); > > > > RT::Init(); > > > > my $PrivilegedUsers = RT::Users->new ( $RT::SystemUser ); > > $PrivilegedUsers->LimitToPrivileged; > > > > > > while ( my $PrivilegedUser = $PrivilegedUsers->Next ) { > > print $PrivilegedUser."\n"; # <== this only prints hash > > $PrivilegedUser is a reference to a perl object (hence you get the class > name and an identifier for the object). In order to get the data out of > the object, you have to call an accessor method: > > print $PrivilegedUser->Name, "\n"; > > excellent! thanks a lot! > or > > print $PrivilegedUser->EmailAddress, "\n"; > > depending on what you want. > > > } > > > > $RT::Handle->Disconnect(); > > I don't think you need that bit - it'll all be closed cleanly as the > script exits anyway. > > 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. > -- 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? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Jun 15 11:57:13 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 15 Jun 2012 19:57:13 +0400 Subject: [rt-users] Show Tickets owned by a Group In-Reply-To: <4FDAFCF7.9080909@unisi.it> References: <4FDAFCF7.9080909@unisi.it> Message-ID: 2012/6/15 Michele Pinassi : > Hi all, > > there's a way to have a "widget", in dahsboard, that shows all tickets > owned by a group ? No, but it's very easy to implement as RT already has RequestorGroup, CcGroup, AdminCcGroup and WatcherGroup searches. Probably the following patch will work. One limitation - you must use group ID and can not use Name. After applying patch, restarting web server, try "OwnerGroup = 12345" from Advanced tab. diff --git a/lib/RT/Tickets.pm b/lib/RT/Tickets.pm index fbb5dc9..8e8c704 100644 --- a/lib/RT/Tickets.pm +++ b/lib/RT/Tickets.pm @@ -146,6 +146,7 @@ our %FIELD_METADATA = ( CustomField => [ 'CUSTOMFIELD', ], #loc_left_pair CF => [ 'CUSTOMFIELD', ], #loc_left_pair Updated => [ 'TRANSDATE', ], #loc_left_pair + OwnerGroup => [ 'MEMBERSHIPFIELD' => 'Owner', ], #loc_left_pair RequestorGroup => [ 'MEMBERSHIPFIELD' => 'Requestor', ], #loc_left_pair CCGroup => [ 'MEMBERSHIPFIELD' => 'Cc', ], #loc_left_pair AdminCCGroup => [ 'MEMBERSHIPFIELD' => 'AdminCc', ], #loc_left_pair > > Thanks, Michele > > -- > 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 > -- Best regards, Ruslan. From ruz at bestpractical.com Fri Jun 15 12:19:59 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 15 Jun 2012 20:19:59 +0400 Subject: [rt-users] Set Content via Scrip In-Reply-To: <34014709.post@talk.nabble.com> References: <34014709.post@talk.nabble.com> Message-ID: Hi, Transaction CFs are called "transaction CFs" because they need a transaction to be recorded. Probably the right thing to do is to return people back to the form if they picked CF values and didn't enter any message. Looks like you use TxnFCs to implement "change ticket CFs on update (reply/comment)". If so then wiki has code to make it possible. May be these days an extension exists to do it. On Fri, Jun 15, 2012 at 1:36 AM, TheHoboKing wrote: > > Hello All, > > Im running RT.4.0.5. > > I've been trying to automatically set the Content(message body) of a comment > on a ticket. > > I can get the value from the message input box via > "$self->TransactionObj->Content" but I'm unable to set it via a scrip. > > I've attempted via "$self->TransactionObj->SetContent($MyValue)" and various > other means (ContentObj | TicketObj | Transaction->Message | ...) but none > works... > > Here's a brief explanation on why I'm attempting to do this: > > I've a couple of Transaction Custom fields, for which I store the input > value in a Ticket CustomField (I do this via a TransactionBatch Scrip), this > works fine on Ticket Creation and as long as the message box contains > whatever value during Comment | Reply | Resolve | Re-Open |... . But if the > message box is left empty, the valued entered in the Transaction CF is not > added to the Ticket CF (perhaps the Scrip is not even run because there's > Transaction to be recorded?). > > How could I either force a TransactionBatch scrip to run even if the message > box is left empty or automatically set a value to Content (the message box). > > After taking a look at the RT Logger, it looks like the Scrip is not being > executed if the message box is empty (no Transaction to be recorded perhaps? > even though I'm inputting new values in the Transaction CF(s)). > > Nonetheless here's my Scrip that tries and set a value to Content > > Custom condition: > return 1; > Custom action preparation code: > return 1; > > Custom action cleanup code: > my $Trans = $self->TransactionObj; > > my $content = $Trans->Content; > my $MyValue = 'ScriptedValue'; > > $Trans->SetContent($MyValue); > > $RT::Logger->debug("$self->TransactionObj->Content: $content"); > > > Thank you all! > -- > View this message in context: http://old.nabble.com/Set-Content-via-Scrip-tp34014709p34014709.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- Best regards, Ruslan. From ruz at bestpractical.com Fri Jun 15 12:26:28 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 15 Jun 2012 20:26:28 +0400 Subject: [rt-users] Odd behavior, RT automatically reverts changes to Custom Fields In-Reply-To: References: Message-ID: Hi, It's known issue with scrips that set custom fields based on other fields. You workaround it either by not allowing people to change custom fields you auto set with scrips or by running your scrip in batch stage. Some details. RT processes updates to custom fields one by one from request args, your scrip kicks in in the middle and then RT thinks, when it gets to a field that was changed by a scrip, that user picked different value and changes it back. On Thu, Jun 14, 2012 at 5:48 PM, Matthew W. wrote: > Hello, > > I'm relatively new to RT and have been running into this problem for a > few days now. ?I've looked everywhere and haven't found a clue. ?The > closest thing I could find was documented in this post: > > http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg10037.html > > But, I really don't want to to undo the changes that RT automatically > undoes.... > > Basically, whenever I make changes to a custom field from a scrip > whatever the value that I add automatically gets reverted back to the > old value. ?I tried adding code to delete the old value first, but RT > just adds the old value back. > > > Here's some psuedocode (code not tested and may contain typos, but my > code works just fine as I can see the transactions in the ticket > history): > > my $Value = 'some value'; > > my $CFName = 'customCF'; > my $CF->LoadByName( Name => $CFName); > > #Delete the old value: > $self->TicketObj>DeleteCustomFieldValue( > ? ? Field => $CFName, > ? ? Value => $self->TicketObj->FirstCustomFieldValue($CFName) > ); > > #Set the new value: > $self->TicketObj->AddCustomFieldValue( Field => $CF, Value => $Value); > > Bottom line: does anyone know how to prevent RT from undoing the > additions to a custom field? ?This is in RT 4.0.4. > > --Matthew. -- Best regards, Ruslan. From vadud3 at gmail.com Fri Jun 15 12:29:48 2012 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 15 Jun 2012 12:29:48 -0400 Subject: [rt-users] List of privileged users In-Reply-To: References: Message-ID: On Fri, Jun 15, 2012 at 10:08 AM, Asif Iqbal wrote: > On Fri, Jun 15, 2012 at 5:37 AM, Tim Cutts wrote: > >> >> On 15 Jun 2012, at 07:52, Asif Iqbal wrote: >> >> > How do I get the list of privleged users? >> > >> > This is what I have so far >> > >> > #!/usr/bin/perl -w >> > >> > use strict; >> > use Carp; >> > use Getopt::Long; >> > >> > use lib qw(/opt/rt3/lib /opt/rt3/etc); >> > >> > use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent >> loc); >> > CleanEnv(); >> > >> > use RT; >> >> > use RT::Ticket; >> > use RT::Tickets; >> >> Don't you mean: >> >> use RT::Users; >> >> > right. I took that code from another script without realizing this obvious > change. > > >> instead of the above two lines? >> >> > >> > RT::LoadConfig(); >> > >> > RT::Init(); >> > >> > my $PrivilegedUsers = RT::Users->new ( $RT::SystemUser ); >> > $PrivilegedUsers->LimitToPrivileged; >> > >> > >> > while ( my $PrivilegedUser = $PrivilegedUsers->Next ) { >> > print $PrivilegedUser."\n"; # <== this only prints hash >> >> $PrivilegedUser is a reference to a perl object (hence you get the class >> name and an identifier for the object). In order to get the data out of >> the object, you have to call an accessor method: >> >> print $PrivilegedUser->Name, "\n"; >> >> > excellent! thanks a lot! > > >> or >> >> print $PrivilegedUser->EmailAddress, "\n"; >> >> depending on what you want. >> >> > } >> > >> > $RT::Handle->Disconnect(); >> >> I don't think you need that bit - it'll all be closed cleanly as the >> script exits anyway. >> >> how do I run this code with a script account which has no account on RT? Is it possible to feed a valid account/password in a .rtrc file or something similar that the script account will use to connect to RT and generate the report? > 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. >> > > > > -- > 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? > > > -- 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? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Jun 15 12:32:09 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 15 Jun 2012 20:32:09 +0400 Subject: [rt-users] Time off by several hours In-Reply-To: References: Message-ID: On Thu, Jun 14, 2012 at 3:45 PM, Jaime Kikpole wrote: > Since upgrading to RT 4.0.5, I've found that email being logged in my > RT instance and then displayed in the web GUI will have the wrong > time. ?More specifically, its off by the number of hours that my local > timezone is off from UTC. ?So if an email comes in at 10:21:58 -0400, > it will show the email as coming in at 2:22:58 PM. ?See attachment for > a visual example. > > Did I miss a setting in RT_SiteConfig.pm? You didn't say from which version you have upgraded and if your web server is different or exactly the same. If it's mod_perl then I suspect wrong SetHandler in httpd.conf. > > Thanks, > Jaime > > -- > Network Administrator > Cairo-Durham Central School District > http://cns.cairodurham.org -- Best regards, Ruslan. From ruz at bestpractical.com Fri Jun 15 12:35:15 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 15 Jun 2012 20:35:15 +0400 Subject: [rt-users] "My Day" -- need to change comment to reply In-Reply-To: References: Message-ID: In share/html/Tools/MyDay.html change "my ( $val, $msg ) = $ticket->Comment(" to "my ( $val, $msg ) = $ticket->Correspond(". May be change "Comments" word to something else to make sure your users know what will happen. On Thu, Jun 14, 2012 at 6:04 PM, Jason Marshall wrote: > I tried to search for this, but couldn't find much. ?Running 3.8.8, and need > the comments entered into "My Day" to go to the requestor and cc's. Seems > the easiest thing to do would be change the mode from "comment" to "reply" > but I'm not seeing an obvious way to do this. ?Can someone help, or explain > why this is a dumb idea? ?Thanks! > > --- > Jason Marshall > IT Manager > Kelman Data Management -- Best regards, Ruslan. From jkikpole at cairodurham.org Fri Jun 15 12:36:21 2012 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Fri, 15 Jun 2012 12:36:21 -0400 Subject: [rt-users] Why use CFs on transations vs. tickets Message-ID: I've seen plenty of reasons to use Custom Fields on tickets and have done so for years. What I've never been able to figure out was: Why use them on transactions? For my technicians, adding CFs in the Comment or Reply screens makes the most sense. We currently use CFs on the ticket (not transation) level. This means that when my techs reply to an end user and, they then have to going back to the ticket and then the Basics screen. This is a bit cumbersome. Not so cumbersome that it can't be done. Its just cumbersome enough that we we tend to forget to do it. So I was hoping to bring that into the Comment/Reply/Resolve page. Transaction level CFs do that, but they then loose almost all other advantages, like searching. Am I missing something? Is there a way to use CFs on the Comment/Reply/Resolve page and have them apply to the ticket level? Is there away to search based on the contents of CFs that are on a transaction level? Thanks, Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org From jasonm at kelman.com Fri Jun 15 12:44:04 2012 From: jasonm at kelman.com (Jason Marshall) Date: Fri, 15 Jun 2012 10:44:04 -0600 (MDT) Subject: [rt-users] "My Day" -- need to change comment to reply In-Reply-To: References: Message-ID: Awesome, thanks Ruslan, works like a charm!! I didn't think to look in the HTML for this change, brain fart on my end... > In share/html/Tools/MyDay.html change "my ( $val, $msg ) = > $ticket->Comment(" to "my ( $val, $msg ) = $ticket->Correspond(". May > be change "Comments" word to something else to make sure your users > know what will happen. > > On Thu, Jun 14, 2012 at 6:04 PM, Jason Marshall wrote: >> I tried to search for this, but couldn't find much. ?Running 3.8.8, and need >> the comments entered into "My Day" to go to the requestor and cc's. Seems >> the easiest thing to do would be change the mode from "comment" to "reply" >> but I'm not seeing an obvious way to do this. ?Can someone help, or explain >> why this is a dumb idea? ?Thanks! >> >> --- >> Jason Marshall >> IT Manager >> Kelman Data Management > > > > -- > Best regards, Ruslan. > > --- Jason Marshall IT Manager Kelman Data Management 403.294.7557 From ruz at bestpractical.com Fri Jun 15 12:51:40 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 15 Jun 2012 20:51:40 +0400 Subject: [rt-users] TicketSQL Date parse weird.. In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB729C9248A5@off-win2003-01.ausregistrygroup.local> References: <8CEF048B9EC83748B1517DC64EA130FB729C7E8097@off-win2003-01.ausregistrygroup.local> <20120607030001.GJ1070@jibsheet.com> <8CEF048B9EC83748B1517DC64EA130FB729C7E862A@off-win2003-01.ausregistrygroup.local> <8CEF048B9EC83748B1517DC64EA130FB729C7E88EE@off-win2003-01.ausregistrygroup.local> <8CEF048B9EC83748B1517DC64EA130FB729C9248A5@off-win2003-01.ausregistrygroup.local> Message-ID: Hi, I took another look at this. ParseDate can not deal with all timezones zoneinfo database has. The module just knows about a few zones and time differences for them, so we will have to keep our magic. Wrote a few tests and couldn't find any problem with how we parse "tomorrow 10am". You can see new tests in 4.2/relative-time-parsing-tests branch. I don't see any changes between 3.8 and master that can affect outcome, so I conclude that your test is wrong or you're misreading Unix time values. If you still think that I'm missing something then please change your script to use ->ISO or any other date formatter instead of comparing Unix values. On Wed, Jun 13, 2012 at 3:20 AM, Stuart Browne wrote: >> -----Original Message----- >> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] >> Sent: Wednesday, 13 June 2012 12:31 AM >> Subject: Re: [rt-users] TicketSQL Date parse weird.. >> >> Hello Stuart, >> >> I've made a typo in the patch. It should be "ZONE" instead of "GMT". >> You can change code by hands after patching, it's close to line 208 in >> lib/RT/Date.pm. >> >> Also, make sure ParseDate module is the latest from the CPAN. >> > > > > Ensured I'm running the latest ParseDate - 2011.0517. ?Yes, I was running an older version. ?The output didn't appear different before changing GMT to ZONE (for before-10am). > > After changing GMT to ZONE, this happened: > > # > # BEFORE 10AM > # > > # > # Before patch > # > [bekar at psg-apps tmp]$ ./test.pl > current time() output: ? ? ? ? ?1339542313 > > fixed-date Time::ParseDate: ? ? 1339632000 > tomorrow 10am Time::ParseDate: ?1339632000 > > fixed-date RT::Date output: ? ? 1339668000 > tomorrow 10am RT::Date output: ?1339632000 > timezone according to RT::Date: 36000 > timezone according to RT::Date: 36000 > > # > # After patch > # > [bekar at psg-apps tmp]$ ./test.pl > current time() output: ? ? ? ? ?1339542211 > > fixed-date Time::ParseDate: ? ? 1339632000 > tomorrow 10am Time::ParseDate: ?1339632000 > > fixed-date RT::Date output: ? ? 1339668000 > tomorrow 10am RT::Date output: ?0 > timezone according to RT::Date: 36000 > timezone according to RT::Date: 36000 > > So it doesn't like ZONE there it seems: > > - ? ? ? ? ? ?GMT ? ? ? ? ? => $self->Timezone($args{'Timezone'}), > + ? ? ? ? ? ?ZONE ? ? ? ? ?=> $self->Timezone($args{'Timezone'}), > > I'll try again after 14:00 (with GMT and the new ParseDate), although why RT::Date is returning 0 there is just odd. > > Stuart -- Best regards, Ruslan. From ruz at bestpractical.com Fri Jun 15 14:17:56 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 15 Jun 2012 22:17:56 +0400 Subject: [rt-users] Why use CFs on transations vs. tickets In-Reply-To: References: Message-ID: On Fri, Jun 15, 2012 at 8:36 PM, Jaime Kikpole wrote: > Am I missing something? ?Is there a way to use CFs on the It was never intention to add transaction custom fields just to place custom fields on update page. Transactions' custom fields are there so you can categorize particular replies/comments. For example you can add a freeform CF that is only visible to staff member where they can describe two pages of crap in the correspond using oneliner for others to understand what's going on. I don't have an example that makes TxnCFs shine for real. > Comment/Reply/Resolve page and have them apply to the ticket level? Yes, with custom patches and extensions. Solutions on the wiki for ages. http://requesttracker.wikia.com/wiki/EditCustomFieldsOnUpdate I rarely wish to enter a CF value while replying. Some people want all of them, some people want custom set, some people want to make "Resolution" custom field to be defined if person changes status to "resolved". You see variants. Out of the box RT has Jumbo page. Use it instead of reply/comment or customize with extensions or callbacks. > Is there away to search based on the contents of CFs that are on a > transaction level? I believe there is a branch for this in the repo. -- Best regards, Ruslan. From jaykayone at gmail.com Fri Jun 15 17:23:27 2012 From: jaykayone at gmail.com (Jeff Konnen) Date: Fri, 15 Jun 2012 23:23:27 +0200 Subject: [rt-users] Question about REST interface and status Message-ID: <2A5CDD55-D798-461E-9AED-C43252F51B3E@gmail.com> Hi, I am able to create a ticket via the rt REST interface, but I cannot set the status at creation time. I always get the following error: RT/4.0.0 200 Ok # Could not create ticket. # Status 'resolved ' isn't a valid status for tickets in this queue. Is this error due to the carriage return and how can I avoid it? Thanks in advance Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From jaykayone at gmail.com Fri Jun 15 17:26:00 2012 From: jaykayone at gmail.com (Jeff Konnen) Date: Fri, 15 Jun 2012 23:26:00 +0200 Subject: [rt-users] Multiple queues on one email address Message-ID: <1571B553-93BD-48DB-9B03-625A773DFD03@gmail.com> Hi, I am using 1 email address for 3 queues. in fetchmailrc i can only specifiy one queue for that adress. so tickets are created in that queue, that's OK. When I create a ticket in another queue, the user gets the message but when he replies (with the correct subject-tag and ID), I don't get the answer into RT, I only get a socalled POSTMASTER-AUTO-FW of the incoming mail. Any idea what that could mean? Thanks Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Jun 15 20:18:40 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 15 Jun 2012 19:18:40 -0500 Subject: [rt-users] Why use CFs on transations vs. tickets In-Reply-To: References: Message-ID: <20120616001840.GB1070@jibsheet.com> On Fri, Jun 15, 2012 at 10:17:56PM +0400, Ruslan Zakirov wrote: > On Fri, Jun 15, 2012 at 8:36 PM, Jaime Kikpole wrote: > > Am I missing something? ?Is there a way to use CFs on the > I don't have an example that makes TxnCFs shine for real. I'm aware of people using it to track a bunch of billing info, because there might be multiple billable transactions in a ticket so tracking it at the ticket level is wrong. > > Is there away to search based on the contents of CFs that are on a > > transaction level? > I believe there is a branch for this in the repo. There is, we're planning to make it available in 4.2 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jun 15 20:19:52 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 15 Jun 2012 19:19:52 -0500 Subject: [rt-users] Question about REST interface and status In-Reply-To: <2A5CDD55-D798-461E-9AED-C43252F51B3E@gmail.com> References: <2A5CDD55-D798-461E-9AED-C43252F51B3E@gmail.com> Message-ID: <20120616001952.GC1070@jibsheet.com> On Fri, Jun 15, 2012 at 11:23:27PM +0200, Jeff Konnen wrote: > # Could not create ticket. > # Status 'resolved > ' isn't a valid status for tickets in this queue. > > Is this error due to the carriage return and how can I avoid it? There's a good chance that it dislikes the carriage return. However, we'd need to know how you're creating the ticket and what you're sending across the wire to make suggestions. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jun 15 20:21:21 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 15 Jun 2012 19:21:21 -0500 Subject: [rt-users] Multiple queues on one email address In-Reply-To: <1571B553-93BD-48DB-9B03-625A773DFD03@gmail.com> References: <1571B553-93BD-48DB-9B03-625A773DFD03@gmail.com> Message-ID: <20120616002121.GD1070@jibsheet.com> On Fri, Jun 15, 2012 at 11:26:00PM +0200, Jeff Konnen wrote: > I am using 1 email address for 3 queues. This is fine. > in fetchmailrc i can only specifiy one queue for that adress. so tickets are created in that > queue, that's OK. > When I create a ticket in another queue, the user gets the message but when he replies (with > the correct subject-tag and ID), I don't get the answer into RT, I only get a > socalled [1]POSTMASTER-AUTO-FW of the incoming mail. Unfortunately, I cannot load the link you've provided. Please provide the error message and the RT and fetchmail logs. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jun 15 20:27:44 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 15 Jun 2012 19:27:44 -0500 Subject: [rt-users] un-attached reminders In-Reply-To: References: Message-ID: <20120616002744.GE1070@jibsheet.com> On Fri, Jun 15, 2012 at 08:55:42AM -0500, Steve Hopps wrote: > Is there a way to create reminders which are not attached to tickets? Not from the UI, the API would allow it, however I suspect RT would get really confused displaying Reminders without links. What's your goal? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From vadud3 at gmail.com Sat Jun 16 00:34:49 2012 From: vadud3 at gmail.com (Asif Iqbal) Date: Sat, 16 Jun 2012 00:34:49 -0400 Subject: [rt-users] Authentication against LDAP and Authorization against internal db In-Reply-To: References: Message-ID: > > >> On Tue, Jun 12, 2012 at 5:38 AM, Asif Iqbal wrote: >>>> >> > I am using external authentication against our corporate AD server >>>> >> > successfully, using the RT::Authen::ExternalAuth. >>>> >> > >>>> >> > But I like the authorization done against internal db for user >>>> account. >>>> >> > >>>> >> > Just because a user has a valid AD credential is not enough for >>>> him/her >>>> >> > to >>>> >> > be able to login to our RT. We like >>>> >> > to manage the login by creating the user account into internal db >>>> using >>>> >> > the >>>> >> > Web UI. >>>> >> > >>>> >> > So we still like the user to use their AD credential and no need to >>>> >> > remember >>>> >> > another password, and at the same time >>>> >> > only be able to login if the same username is available in >>>> internal db. >>>> >> > >>>> >> > Is that possible? Any suggestion/tip is appreciated. >>>> >> >>>> >> Yes, it is possible, but not like you want it to be. >>>> >> >>>> >> As far as I can see users need AD record anyway, just mark them >>>> >> somehow in AD and use this marking in ExternalAuth filter. >>>> >> >>>> > >>>> > I have no access to AD. It belongs to corporate group and will not be >>>> able >>>> > to manage a group. >>>> > >>>> > There is no way to control the Authorization part locally? >>>> >>>> Not out of the box. Patch external auth module and add option to avoid >>>> creation of new users. >>>> >>>> >>> So I could just comment this section out to avoid user create as one >>> option? I know, ugly. >>> >>> http://paste.ubuntu.com/1039210/ >>> >>> >> This seem to have worked. >> >> http://paste.ubuntu.com/1039233/ >> >> > > fixed some of the comments to reflect the intention > > http://paste.ubuntu.com/1039239/ > > > I am getting this error after applying RT::Authen::ExternalAuth, and patched to disable the "user creation part". This is the patch I applied http://paste.ubuntu.com/1039239/ . [Sat Jun 16 04:03:50 2012] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: Autocreated on ticket submission, Disabled: , EmailAddress: service at example.com, Name: service at example.com, Password: , Privileged: , RealName: Service Example (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:633) [Sat Jun 16 04:03:50 2012] [crit]: User creation failed in mailgateway: Could not set user info (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) [Sat Jun 16 04:03:50 2012] [warning]: Couldn't load user ' service at example.com'.giving up (/opt/rt3/bin/../lib/RT/Interface/Email.pm:806) [Sat Jun 16 04:03:50 2012] [crit]: User 'service at example.com' could not be loaded in the mail gateway (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) [Sat Jun 16 04:03:51 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 (service at example.com). You might need to grant 'Everyone' the right 'CreateTicket' for the queue support. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) [Sat Jun 16 04:03:51 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) [Sat Jun 16 04:03:51 2012] [error]: Could not record email: Could not load a valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) While I definitely don't want to create a user account while user trying to login, I am not sure if it is hurting mailgateway. Will anyone still be able to create a ticket through email after applying the external auth module (patched version)? -- 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? -------------- next part -------------- An HTML attachment was scrubbed... URL: From jaykayone at gmail.com Mon Jun 18 01:51:45 2012 From: jaykayone at gmail.com (Jeff Konnen) Date: Mon, 18 Jun 2012 07:51:45 +0200 Subject: [rt-users] Question about REST interface and status In-Reply-To: <20120616001952.GC1070@jibsheet.com> References: <2A5CDD55-D798-461E-9AED-C43252F51B3E@gmail.com> <20120616001952.GC1070@jibsheet.com> Message-ID: Hi, this is the way we are creating the ticket, by using a HTML form:
User:
Pass:
Content:

Thanks Jeff On Sat, Jun 16, 2012 at 2:19 AM, Kevin Falcone wrote: > On Fri, Jun 15, 2012 at 11:23:27PM +0200, Jeff Konnen wrote: > > # Could not create ticket. > > # Status 'resolved > > ' isn't a valid status for tickets in this queue. > > > > Is this error due to the carriage return and how can I avoid it? > > There's a good chance that it dislikes the carriage return. > However, we'd need to know how you're creating the ticket and what > you're sending across the wire to make suggestions. > > -kevin > -- Jeff Konnen -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjrc at sanger.ac.uk Mon Jun 18 05:06:31 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Mon, 18 Jun 2012 10:06:31 +0100 Subject: [rt-users] List of privileged users In-Reply-To: References: Message-ID: <897ADFD3-136F-4A84-B69A-E5A20602C120@sanger.ac.uk> On 15 Jun 2012, at 17:29, Asif Iqbal wrote: > how do I run this code with a script account which has no account on RT? > > Is it possible to feed a valid account/password in a .rtrc file or something similar > that the script account will use to connect to RT and generate the report? Your script is already running without using an account in RT, since you created the RT::Tickets object using $RT::SystemUser. 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 jaykayone at gmail.com Mon Jun 18 05:30:37 2012 From: jaykayone at gmail.com (Jeff Konnen) Date: Mon, 18 Jun 2012 11:30:37 +0200 Subject: [rt-users] Multiple queues on one email address In-Reply-To: <20120616002121.GD1070@jibsheet.com> References: <1571B553-93BD-48DB-9B03-625A773DFD03@gmail.com> <20120616002121.GD1070@jibsheet.com> Message-ID: Ok, problem solved, it was not RT-related, it was a problem in the mail configuration. everything works as hoped. thanks jeff On Sat, Jun 16, 2012 at 2:21 AM, Kevin Falcone wrote: > On Fri, Jun 15, 2012 at 11:26:00PM +0200, Jeff Konnen wrote: > > I am using 1 email address for 3 queues. > > This is fine. > > > in fetchmailrc i can only specifiy one queue for that adress. so > tickets are created in that > > queue, that's OK. > > When I create a ticket in another queue, the user gets the message > but when he replies (with > > the correct subject-tag and ID), I don't get the answer into RT, I > only get a > > socalled [1]POSTMASTER-AUTO-FW of the incoming mail. > > Unfortunately, I cannot load the link you've provided. Please provide > the error message and the RT and fetchmail logs. > > -kevin > -- Jeff Konnen -------------- next part -------------- An HTML attachment was scrubbed... URL: From drey111 at gmail.com Mon Jun 18 13:16:50 2012 From: drey111 at gmail.com (Joe Harris) Date: Mon, 18 Jun 2012 13:16:50 -0400 Subject: [rt-users] Merging 2 RT systems Message-ID: I have 2 instances of RT running at my location. As of last week they are both running 4.0.5 (Postgres 8.4.11) and we would like to merge them into one system within the next quarter. Just to give you a little background on the systems: System A: Has been running for about 9 years and has approximately 30,000 tickets System B: Has been running for about 1.5 years and has approximately 4,000 tickets Also there are some specific custom fields which are heavily used. My main question is: What is the best method to merge the 2 systems. I have a couple of thoughts on what I can do to accomplish it and would like some advice. Method 1: Migrate System A into System B At the time of migration, delete all tickets in System A up to the current ticket number in System B. This way all references within the tickets would remain intact, the custom fields would function normally and after manipulating the sequence numbers to start at the next id. Method 2: Migrate System A into System B And add a field to the tickets table that could be searchable within RT to cross reference old ticket number to new ticket number. The more I say that the more I don't like the idea. It would definitely make for tedious upgrades in the future. Method 3: There may be a method someone else has used or a written procedure for accomplishing this that I do not know about. I am wide open for discussions, ideas, thoughts, etc. Any insight would be greatly appreciated. From robert.wysocki at contium.pl Tue Jun 19 02:39:39 2012 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Tue, 19 Jun 2012 08:39:39 +0200 Subject: [rt-users] [SLA] Custom (and very imperfect) solution for parking stalled tickets In-Reply-To: References: <1339397156.14578.6.camel@rmwysocki> Message-ID: <1340087979.2893.14.camel@rmwysocki> 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 From arthur_rance at hotmail.com Tue Jun 19 11:21:12 2012 From: arthur_rance at hotmail.com (Arthur Rance) Date: Tue, 19 Jun 2012 17:21:12 +0200 Subject: [rt-users] Add a "Delete" link next to the "Take" link Message-ID: Hello, I'd like to add a "Delete" link (to delete a ticket) next to the "Take" link. How would you do that ? -------------- next part -------------- An HTML attachment was scrubbed... URL: From diaulas.castro at intersolution.inf.br Tue Jun 19 15:35:09 2012 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Tue, 19 Jun 2012 19:35:09 +0000 Subject: [rt-users] RES: Multiple queues on one email address In-Reply-To: References: <1571B553-93BD-48DB-9B03-625A773DFD03@gmail.com> <20120616002121.GD1070@jibsheet.com> Message-ID: <3B9178D874F56F47B616AB50C01F7B770D3A9113@GRUPRD8002MB111.lamprd80.prod.outlook.com> Here i solved with procmail. We have N mailgroups, each one represent one customer/queue and they point to our rt mail account So if the customer send to one mailgroup, procmail will forward to designed queue. :0 w * ^(Cc|To).*customer1 at myorg.com |/usr/bin/rt-mailgate --queue customer1 --action $cACTION --url http://127.0.0.1/rt/ :0 w * ^(Cc|To).* customer2 at myorg.com |/usr/bin/rt-mailgate --queue customer2 --action $cACTION --url http://127.0.0.1/rt/ De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Jeff Konnen Enviada em: segunda-feira, 18 de junho de 2012 06:31 Para: rt-users at lists.bestpractical.com Assunto: Re: [rt-users] Multiple queues on one email address Ok, problem solved, it was not RT-related, it was a problem in the mail configuration. everything works as hoped. thanks jeff On Sat, Jun 16, 2012 at 2:21 AM, Kevin Falcone > wrote: On Fri, Jun 15, 2012 at 11:26:00PM +0200, Jeff Konnen wrote: > I am using 1 email address for 3 queues. This is fine. > in fetchmailrc i can only specifiy one queue for that adress. so tickets are created in that > queue, that's OK. > When I create a ticket in another queue, the user gets the message but when he replies (with > the correct subject-tag and ID), I don't get the answer into RT, I only get a > socalled [1]POSTMASTER-AUTO-FW of the incoming mail. Unfortunately, I cannot load the link you've provided. Please provide the error message and the RT and fetchmail logs. -kevin -- Jeff Konnen -------------- next part -------------- An HTML attachment was scrubbed... URL: From slander at hearstsc.com Tue Jun 19 17:31:03 2012 From: slander at hearstsc.com (Lander, Scott) Date: Tue, 19 Jun 2012 21:31:03 +0000 Subject: [rt-users] in sql how do you get to custom fields? Message-ID: <96B6E2E326C32A4EAD40ABBA70C4041E3AC03F77@rcltexdm08> I am using a 3rd party BI tool for some auditing tools here, and am trying to understand the table layout. As part of the project I would like to list for a ticket the Ticket number, creator, creator phone number, created date, ....the queue, the business unit, and other data. I have figured out how to join the data from tickets, queues, and users tables, but I am not getting very far on the custom fields. In my example above, I have a custom field "Business Unit" and it has several different potential values. Can anyone suggest how I might add that to my query? Currently I have: select Tickets.id, Tickets.Status, Tickets.Subject, Tickets.Created,tickets_creator_user.Name as "Creator", Tickets.Started,tickets_owner_users.Name as "Owner", Tickets.Resolved, tickets_lastupdateby_users.Name as "Last Update By", Queues.Name as "Queue" from Tickets, Users tickets_creator_user, Users tickets_owner_users, Users tickets_lastupdateby_users, Queues where Queues.id = Tickets.Queue and Tickets.Creator = tickets_creator_user.id and Tickets.Owner = tickets_owner_users.id and Tickets.LastUpdatedBy = tickets_lastupdateby_users.id; Thanks Scott ------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From stuart.browne at ausregistry.com.au Tue Jun 19 19:35:25 2012 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Wed, 20 Jun 2012 09:35:25 +1000 Subject: [rt-users] in sql how do you get to custom fields? In-Reply-To: <96B6E2E326C32A4EAD40ABBA70C4041E3AC03F77@rcltexdm08> References: <96B6E2E326C32A4EAD40ABBA70C4041E3AC03F77@rcltexdm08> Message-ID: <8CEF048B9EC83748B1517DC64EA130FB729CA32FDC@off-win2003-01.ausregistrygroup.local> Hi, If it's a single value selected in the custom field, we generally use something like: SELECT ... PA.Content, ... FROM Tickets T JOIN Users U ON T.Owner = U.id JOIN Queues Q ON T.Queue = Q.id LEFT OUTER JOIN (SELECT ObjectId, Content FROM ObjectCustomFieldValues WHERE CustomField = 27 AND ObjectType = 'RT::Ticket' AND Disabled = 0) PA ON PA.ObjectId = T.EffectiveId WHERE ... The CustomField value is shown in RT, or you can link in CustomFields in the outer join to get the field name involved. Stuart From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Lander, Scott Sent: Wednesday, 20 June 2012 7:31 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] in sql how do you get to custom fields? I am using a 3rd party BI tool for some auditing tools here, and am trying to understand the table layout. As part of the project I would like to list for a ticket the Ticket number, creator, creator phone number, created date, ....the queue, the business unit, and other data. I have figured out how to join the data from tickets, queues, and users tables, but I am not getting very far on the custom fields. In my example above, I have a custom field "Business Unit" and it has several different potential values. Can anyone suggest how I might add that to my query? Currently I have: select Tickets.id, Tickets.Status, Tickets.Subject, Tickets.Created,tickets_creator_user.Name as "Creator", Tickets.Started,tickets_owner_users.Name as "Owner", Tickets.Resolved, tickets_lastupdateby_users.Name as "Last Update By", Queues.Name as "Queue" from Tickets, Users tickets_creator_user, Users tickets_owner_users, Users tickets_lastupdateby_users, Queues where Queues.id = Tickets.Queue and Tickets.Creator = tickets_creator_user.id and Tickets.Owner = tickets_owner_users.id and Tickets.LastUpdatedBy = tickets_lastupdateby_users.id; Thanks Scott ------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From gavin.henry at gmail.com Tue Jun 19 20:32:55 2012 From: gavin.henry at gmail.com (Gavin Henry) Date: Wed, 20 Jun 2012 01:32:55 +0100 Subject: [rt-users] Same admin user with two email addresses? Message-ID: Hi, Is it possible for me as an admin on RT4 to have to emails for my account? For example, I may reply to a ticket from my phone which doesn't have the the current email address that is set on RT so my replies get sent to my main address. If I create a new user then I'll get double emails. What do you do? Thanks. -- http://www.suretecsystems.com/services/openldap/ http://www.surevoip.co.uk From kristian.davies at gmail.com Wed Jun 20 06:28:38 2012 From: kristian.davies at gmail.com (Kristian Davies) Date: Wed, 20 Jun 2012 11:28:38 +0100 Subject: [rt-users] RT 3.8.0 DB migrate to 4.0.5 - Errors Please help! In-Reply-To: <34001658.post@talk.nabble.com> References: <34001658.post@talk.nabble.com> Message-ID: On Tue, Jun 12, 2012 at 7:23 PM, FrankOh wrote: > > OK i've searched all over the Internet and I can't seem to fix the problem. > Currently in production we have RHEL (kernel 2.6.18-238.9.1.el5) with > RT3.8.0 installed on mySQL 5.0.77. We want to move RT off of this physical > box and put it on VM. At the same time upgrade to the latest RT 4.0.5. I'm about to go on holiday so I can't respond fully but I went through a similar process recently and had similar issues. I treated the DB and the code separate. Upgraded the database but the code I installed new and migrated everything to make sure it all worked. With the DB I did some test with just the schema so 3.8.0 (mysqldump -d mydb) to 3.8.11 then 3.8.11 to 4.0.0, then each step (4.0.1/4.0.2/4.0.3/4.0.4/4.0.5), I was being quite careful :-) I then ran a tests with data. I also ran at stage 4.0.0 etc/upgrade/upgrade-articles, etc/upgrade/vulnerable-passwords --fix, etc/upgrade/shrink_transactions_table.pl, etc/upgrade/shrink_cgm_table.pl, at 4.0.1 sbin/rt-validator --fix, 4.0.2 sbin/rt-validator --resolve Sorry for the dump, but that seemed to work for me on our 11GB DB. -Kristian From rabin at isoc.org.il Wed Jun 20 08:22:20 2012 From: rabin at isoc.org.il (Rabin Yasharzadehe) Date: Wed, 20 Jun 2012 15:22:20 +0300 Subject: [rt-users] RT 3.8.0 DB migrate to 4.0.5 - Errors Please help! In-Reply-To: <34001658.post@talk.nabble.com> References: <34001658.post@talk.nabble.com> Message-ID: Did the same thing, i used this guide as a base http://www.math.ias.edu/~tarzadon/pages/posts/migrating-rt-3.6.4-to-rt-4.0-88.php but it didn't dump and restore the DB, it was big and slow, so i just copy the DB files from Debian 5 server to a new (Virtual) Debian 6 server and fixed the DB (you'll get ERROR 1577 for MySQL) ERROR 1577 (HY000) at line 1: Cannot proceed because system tables used by > Event Scheduler were found damaged at server start You'll need to run this command to fixit sudo mysql_upgrade -u root -h localhost -p --verbose --force then I created the ALTER SQL-Queries && Upgrade the DB schema perl /opt/rt/rt-4.0.5/etc/upgrade/upgrade-mysql-schema.pl rt3-database > dbuser dbpassword > /opt/rt/queries.sql > mysql -u root -p rt3-database < /opt/rt/queries.sql *--- Rabin Yasharzadehe* On Tue, Jun 12, 2012 at 9:23 PM, FrankOh wrote: > > OK i've searched all over the Internet and I can't seem to fix the problem. > Currently in production we have RHEL (kernel 2.6.18-238.9.1.el5) with > RT3.8.0 installed on mySQL 5.0.77. We want to move RT off of this physical > box and put it on VM. At the same time upgrade to the latest RT 4.0.5. > > What I have done so far: > - Got a backup of our DB in production using mysqldump > - Created the brand new environment. Tried two different distros. Debian > (Squeeze) was by far the easiest using all the tutorials and aptitude. > Kernel 2.6.32-5-amd64 with RT 4.0.5 and mysql 5.1.61-0+squeeze1. Also > created a Centos 6.2 (kernel 2.6.32-220.el6.x86_64) environment with RT > 4.0.5 and mySQL 5.1.61. > - In both cases, RT 4.0.5 was working without any issues after the initial > install. Then I deleted the "sample" DB, created a new empty db (rtdb) and > imported the mySQL dump from production: > > "mysql --max_allowed_packet=512M -u root -p rtdb < rt.sql" > > After the import was complete, if i had a session open from before.. i can > actually browse the RT site and see all my old information.. cool. Then I > did the upgrade using the RT scripts. Since I am not migrating from prior > 3.8.0 and I am not moving from mySQL 4.0 to 4.1, I do not need to apply the > mySQL scripts in the README. All i did after this import was: > > "rt-setup-database --prompt-for-dba-password --action upgrade" > > After a couple prompts ("current version" 3.8.0", etc) it did its upgrade > process. I didn't get any errors.. however i did get some warnings. > Something about if you're not using something then don't worry about it. > > [Sat Jun 9 20:36:36 2012] [warning]: Going to add [OLD] prefix to all > templates in approvals queue. If you have never used approvals, you can > safely delete all the templates with the [OLD] prefix. Leave the new > Approval templates because you may eventually want to start using > approvals. > (./etc/upgrade/3.8.2/content:3) > [Sat Jun 9 20:37:01 2012] [warning]: IMPORTANT: We're going to delete all > scrips in Approvals queue and save them in 'rt-approvals-scrips-cxYO' file. > (./etc/upgrade/3.8.2/content:165) > > [Sat Jun 9 20:37:30 2012] [warning]: Couldn't set SortOrder: That is > already the current value (./etc/upgrade/3.8.8/content:32) > [Sat Jun 9 20:37:30 2012] [warning]: Couldn't set SortOrder: That is > already the current value (./etc/upgrade/3.8.8/content:32) > > The upgrade finished without a hitch. Now i see 26 tables in my DB (3.8.0, > there were 21). Now again, i can browse the RT site with my imported data. > > Now the error.... > > When i restart the box.. or even restart apache (httpd in Centos and > apache2 > in Debian).. i get weird errors. > > Debian box (Squeeze): > root at rt-migrate:~# service apache2 restart > Restarting web server: apache2RT since version 3.8 has new schema for MySQL > versions after 4.1.0 > Follow instructions in the UPGRADING.mysql file. > > [Wed May 30 14:44:45 2012] [warning]: (in cleanup) Error while loading > /usr/share/request-tracker4/libexec/rt-server: ModPerl::Util::exit: > (120000) > exit was called at /usr/share/request-tracker4/libexec/rt-server line 135 > at > /usr/share/perl5/Plack/Util.pm line 156. > (/usr/share/request-tracker4/lib/RT.pm:353) > ... waiting RT since version 3.8 has new schema for MySQL versions after > 4.1.0 > Follow instructions in the UPGRADING.mysql file. > > [Wed May 30 14:44:48 2012] [warning]: (in cleanup) Error while loading > /usr/share/request-tracker4/libexec/rt-server: ModPerl::Util::exit: > (120000) > exit was called at /usr/share/request-tracker4/libexec/rt-server line 135 > at > /usr/share/perl5/Plack/Util.pm line 156. > (/usr/share/request-tracker4/lib/RT.pm:353) > > Debian /var/log/apache/error.log > > [Wed May 30 14:45:02 2012] [warning]: Subroutine handle_startup_error > redefined at /usr/share/request-tracker4/libexec/rt-server line 240. > (/usr/share/request-tracker4/libexec/rt-server:240) > [Wed May 30 14:45:02 2012] [warning]: Subroutine handle_bind_error > redefined > at /usr/share/request-tracker4/libexec/rt-server line 252. > (/usr/share/request-tracker4/libexec/rt-server:252) > RT since version 3.8 has new schema for MySQL versions after 4.1.0 > Follow instructions in the UPGRADING.mysql file. > > [Wed May 30 07:45:15 2012] [error] [client 10.2.66.131] Error while > loading > /usr/share/request-tracker4/libexec/rt-server: ModPerl::Util::exit: > (120000) > exit was called at /usr/share/request-tracker4/libexec/rt-server line 135 > at > /usr/share/perl5/Plack/Util.pm line 156.\n > > If i browse to the server: http:///rt I get a 500 Internal > Server > error. > > CentOS box 6.2: > Restarting the httpd service doesn't display any errors. Httpd looks like > it > started correctly. > > Centos /var/log/httpd/error.log > [Sat Jun 09 13:46:41 2012] [notice] Apache/2.2.15 (Unix) DAV/2 > mod_fcgid/2.3.7 PHP/5.3.3 mod_ssl/2.2.15 OpenSSL/1.0.0-fips configured -- > resuming normal operations > RT since version 3.8 has new schema for MySQL versions after 4.1.0 > Follow instructions in the UPGRADING.mysql file. > > [Sat Jun 09 13:46:51 2012] [warn] [client x.x.x.x] (104)Connection reset > by > peer: mod_fcgid: error reading data from FastCGI server > [Sat Jun 09 13:46:51 2012] [error] [client x.x.x.x] Premature end of > script > headers: rt-server.fcgi > > What does this error mean? I was doing some research and all i could find > is > it was a permissions issue. I chmod 777 to this file.. and also gave the > whole folder permission to apache:apache (user used to start httpd). Still > i > get the same error. Also i was reading about Collation and character set. > Could this be the problem? > > Please help! i've been banging my head trying to get this to work.. and > possible it's a simple fix.. hopefully. I don't care what distro we get > RT4.0.6 running on.. just need to make sure i can successfully migrate the > old data over. Please help!! > > Thanks! > -Frank > -- > View this message in context: > http://old.nabble.com/RT-3.8.0-DB-migrate-to-4.0.5---Errors-Please-help%21-tp34001658p34001658.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaltamirano at uc.cl Wed Jun 20 13:10:41 2012 From: aaltamirano at uc.cl (Andres Altamirano) Date: Wed, 20 Jun 2012 13:10:41 -0400 Subject: [rt-users] RT REST parser on php (json? xml?) In-Reply-To: <003601cd46ae$571748d0$0545da70$@net> References: <003601cd46ae$571748d0$0545da70$@net> Message-ID: <4FE20411.6050707@uc.cl> On 06/09/2012 10:11 PM, Sam Schmidt wrote: > I just finished adding a parser to my PHP RT library here: > https://github.com/dersam/RTPHPLib > > It should parse most responses from RT into an array (at least as far > as I've tested). Cool! I'll test it and tell you about the experience. Thanks for your contrib -- Atte. Andres Altamirano Subdirecci?n Innovaci?n Tecnol?gica Direcci?n de Inform?tica Pontificia Universidad Cat?lica de Chile Campus San Joaquin. Vicu?a Mackena 4860 Fono: +56 2 3547183 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2327 bytes Desc: S/MIME Cryptographic Signature URL: From borngunners at aol.com Wed Jun 20 15:01:22 2012 From: borngunners at aol.com (Borngunners) Date: Wed, 20 Jun 2012 15:01:22 -0400 (EDT) Subject: [rt-users] RT on Ubuntu 12 Message-ID: <8CF1D2E37AFC273-2B00-20EC4@webmail-d130.sysops.aol.com> Has anyone have luck setting up and configuring RT on Ubuntu 12.04. I have done everything thus far, but I am having issue with my apache2 configuration. This is what I have in my configuration: AddDefaultCharset UTF-8 perlsetEnv RT_SITE_CONFIG /etc/rt4/RT_SiteConfig.pm DocumentRoot "/opt/rt4/share/html" Order allow,deny Allow from all SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); #tail -n2 /etc/apache2/sites-available/default #Include "/opt/rt4/apache2-modperl2.conf" When I comment out "use Plack::Handler::Apache2;", apache2 does not give me any error, but I am not able to bring up rt via the web. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Jun 20 15:50:14 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 20 Jun 2012 15:50:14 -0400 Subject: [rt-users] RT on Ubuntu 12 In-Reply-To: <8CF1D2E37AFC273-2B00-20EC4@webmail-d130.sysops.aol.com> References: <8CF1D2E37AFC273-2B00-20EC4@webmail-d130.sysops.aol.com> Message-ID: <20120620195014.GF1070@jibsheet.com> On Wed, Jun 20, 2012 at 03:01:22PM -0400, Borngunners wrote: > Has anyone have luck setting up and configuring RT on Ubuntu 12.04. I have done everything > thus far, but I am having issue with my apache2 configuration. This is what I have in my > configuration: Since you haven't given the error you get, it's hard to say what's going on. -kevin > > > AddDefaultCharset UTF-8 > perlsetEnv RT_SITE_CONFIG /etc/rt4/RT_SiteConfig.pm > > DocumentRoot "/opt/rt4/share/html" > > Order allow,deny > Allow from all > > SetHandler modperl > PerlResponseHandler Plack::Handler::Apache2 > PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > > use Plack::Handler::Apache2; > Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > > #tail -n2 /etc/apache2/sites-available/default > #Include "/opt/rt4/apache2-modperl2.conf" > > > When I comment out "use Plack::Handler::Apache2;", apache2 does not give me any error, but I > am not able to bring up rt via the web. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jun 20 15:56:50 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 20 Jun 2012 15:56:50 -0400 Subject: [rt-users] RT 3.8.0 DB migrate to 4.0.5 - Errors Please help! In-Reply-To: References: <34001658.post@talk.nabble.com> Message-ID: <20120620195650.GG1070@jibsheet.com> On Wed, Jun 20, 2012 at 03:22:20PM +0300, Rabin Yasharzadehe wrote: > Did the same thing, i used this guide as a base > http://www.math.ias.edu/~tarzadon/pages/posts/migrating-rt-3.6.4-to-rt-4.0-88.php > > but it didn't dump and restore the DB, it was big and slow, so i just copy > the DB files > from Debian 5 server to a new (Virtual) Debian 6 server and fixed the DB > (you'll get ERROR 1577 for MySQL) > > ERROR 1577 (HY000) at line 1: Cannot proceed because system tables used by > > Event Scheduler were found damaged at server start > > > You'll need to run this command to fixit > > sudo mysql_upgrade -u root -h localhost -p --verbose --force > > > then I created the ALTER SQL-Queries && Upgrade the DB schema > > perl /opt/rt/rt-4.0.5/etc/upgrade/upgrade-mysql-schema.pl rt3-database > > dbuser dbpassword > /opt/rt/queries.sql > > mysql -u root -p rt3-database < /opt/rt/queries.sql This skips the really important 'make upgrade-database' command. Without it, you will not have a correct RT4 database. If the UPGRADING documentation that ships with RT is not sufficient, we've also written up some of the common issues in a blog post a while back: http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From lab at pacbell.net Wed Jun 20 16:18:29 2012 From: lab at pacbell.net (20/20 Lab) Date: Wed, 20 Jun 2012 13:18:29 -0700 Subject: [rt-users] RT on Ubuntu 12 In-Reply-To: <8CF1D2E37AFC273-2B00-20EC4@webmail-d130.sysops.aol.com> References: <8CF1D2E37AFC273-2B00-20EC4@webmail-d130.sysops.aol.com> Message-ID: <4FE23015.3060207@pacbell.net> As Kevin said, an error would help, tho the only differences I see in yours from ours is "SetHandler perl-script" and I also remember having to add a "LoadModule perl_module /usr/lib/apache2/modules/mod_perl.so" line just before the Virtual host line. (If anyone can tell me where it /should/ go, it would be appreciated. It landed there when I was fighting with 9.04?) -Matt On 06/20/2012 12:01 PM, Borngunners wrote: > Has anyone have luck setting up and configuring RT on Ubuntu 12.04. I > have done everything thus far, but I am having issue with my apache2 > configuration. This is what I have in my configuration: > > > > AddDefaultCharset UTF-8 > perlsetEnv RT_SITE_CONFIG /etc/rt4/RT_SiteConfig.pm > > DocumentRoot "/opt/rt4/share/html" > > Order allow,deny > Allow from all > > SetHandler modperl > PerlResponseHandler Plack::Handler::Apache2 > PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > > use Plack::Handler::Apache2; > Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > > #tail -n2 /etc/apache2/sites-available/default > #Include "/opt/rt4/apache2-modperl2.conf" > > > When I comment out "use Plack::Handler::Apache2;", apache2 does not > give me any error, but I am not able to bring up rt via the web. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Jun 20 16:41:29 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 20 Jun 2012 16:41:29 -0400 Subject: [rt-users] RT on Ubuntu 12 In-Reply-To: <4FE23015.3060207@pacbell.net> References: <8CF1D2E37AFC273-2B00-20EC4@webmail-d130.sysops.aol.com> <4FE23015.3060207@pacbell.net> Message-ID: <20120620204129.GH1070@jibsheet.com> On Wed, Jun 20, 2012 at 01:18:29PM -0700, 20/20 Lab wrote: > As Kevin said, an error would help, tho the only differences I see in yours from ours is > "SetHandler perl-script" and I also remember having to add a "LoadModule perl_module SetHandler perl-script is *not* recommended. SetHandler modperl is the documented configuration and is correct -kevin > /usr/lib/apache2/modules/mod_perl.so" line just before the Virtual host line. (If anyone can > tell me where it should go, it would be appreciated. It landed there when I was fighting with > 9.04?) > > -Matt > > On 06/20/2012 12:01 PM, Borngunners wrote: > > Has anyone have luck setting up and configuring RT on Ubuntu 12.04. I have done everything > thus far, but I am having issue with my apache2 configuration. This is what I have in my > configuration: > > > > AddDefaultCharset UTF-8 > perlsetEnv RT_SITE_CONFIG /etc/rt4/RT_SiteConfig.pm > > DocumentRoot "/opt/rt4/share/html" > > Order allow,deny > Allow from all > > SetHandler modperl > PerlResponseHandler Plack::Handler::Apache2 > PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > > use Plack::Handler::Apache2; > Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > > #tail -n2 /etc/apache2/sites-available/default > #Include "/opt/rt4/apache2-modperl2.conf" > > > When I comment out "use Plack::Handler::Apache2;", apache2 does not give me any error, but I > am not able to bring up rt via the web. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From borngunners at aol.com Wed Jun 20 17:21:01 2012 From: borngunners at aol.com (Borngunners) Date: Wed, 20 Jun 2012 17:21:01 -0400 (EDT) Subject: [rt-users] RT on Ubuntu 12 In-Reply-To: <20120620204129.GH1070@jibsheet.com> References: <8CF1D2E37AFC273-2B00-20EC4@webmail-d130.sysops.aol.com> <4FE23015.3060207@pacbell.net> <20120620204129.GH1070@jibsheet.com> Message-ID: <8CF1D41BA30C7B9-2B00-220BA@webmail-d130.sysops.aol.com> This is the error message: Internal Server Error The server encountered an internal error ormisconfiguration and was unable to completeyour request. Please contact the server administrator, [no address given] and inform them of the time the error occurred,and anything you might have done that may havecaused the error. More information about this error may be availablein the server error log. Apache/2.2.22 (Ubuntu) Server at helpdesk.domain.com Port 80 -----Original Message----- From: Kevin Falcone To: rt-users Sent: Wed, Jun 20, 2012 4:41 pm Subject: Re: [rt-users] RT on Ubuntu 12 On Wed, Jun 20, 2012 at 01:18:29PM -0700, 20/20 Lab wrote: > As Kevin said, an error would help, tho the only differences I see in yours from ours is > "SetHandler perl-script" and I also remember having to add a "LoadModule perl_module SetHandler perl-script is *not* recommended. SetHandler modperl is the documented configuration and is correct -kevin > /usr/lib/apache2/modules/mod_perl.so" line just before the Virtual host line. (If anyone can > tell me where it should go, it would be appreciated. It landed there when I was fighting with > 9.04?) > > -Matt > > On 06/20/2012 12:01 PM, Borngunners wrote: > > Has anyone have luck setting up and configuring RT on Ubuntu 12.04. I have done everything > thus far, but I am having issue with my apache2 configuration. This is what I have in my > configuration: > > > > AddDefaultCharset UTF-8 > perlsetEnv RT_SITE_CONFIG /etc/rt4/RT_SiteConfig.pm > > DocumentRoot "/opt/rt4/share/html" > > Order allow,deny > Allow from all > > SetHandler modperl > PerlResponseHandler Plack::Handler::Apache2 > PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > > use Plack::Handler::Apache2; > Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > > #tail -n2 /etc/apache2/sites-available/default > #Include "/opt/rt4/apache2-modperl2.conf" > > > When I comment out "use Plack::Handler::Apache2;", apache2 does not give me any error, but I > am not able to bring up rt via the web. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kevinr at bestpractical.com Wed Jun 20 17:24:44 2012 From: kevinr at bestpractical.com (Kevin Riggle) Date: Wed, 20 Jun 2012 17:24:44 -0400 Subject: [rt-users] RT on Ubuntu 12 In-Reply-To: <8CF1D41BA30C7B9-2B00-220BA@webmail-d130.sysops.aol.com> References: <8CF1D2E37AFC273-2B00-20EC4@webmail-d130.sysops.aol.com> <4FE23015.3060207@pacbell.net> <20120620204129.GH1070@jibsheet.com> <8CF1D41BA30C7B9-2B00-220BA@webmail-d130.sysops.aol.com> Message-ID: <1340227383-sup-8778@bestpractical.com> Excerpts from Borngunners's message of Wed Jun 20 17:21:01 -0400 2012: > This is the error message: > > > Internal Server Error > The server encountered an internal error ormisconfiguration and was unable to completeyour request. > Please contact the server administrator, [no address given] and inform them of the time the error occurred,and anything you might have done that may havecaused the error. > More information about this error may be availablein the server error log. > > Apache/2.2.22 (Ubuntu) Server at helpdesk.domain.com Port 80 What does the server error log (/var/log/apache2/error.log or something similar) say? - Kevin > > -----Original Message----- > From: Kevin Falcone > To: rt-users > Sent: Wed, Jun 20, 2012 4:41 pm > Subject: Re: [rt-users] RT on Ubuntu 12 > > > On Wed, Jun 20, 2012 at 01:18:29PM -0700, 20/20 Lab wrote: > > As Kevin said, an error would help, tho the only differences I see in yours > from ours is > > "SetHandler perl-script" and I also remember having to add a "LoadModule > perl_module > > SetHandler perl-script is *not* recommended. > > SetHandler modperl is the documented configuration and is correct > > -kevin > > > /usr/lib/apache2/modules/mod_perl.so" line just before the Virtual host > line. (If anyone can > > tell me where it should go, it would be appreciated. It landed there when > I was fighting with > > 9.04?) > > > > -Matt > > > > On 06/20/2012 12:01 PM, Borngunners wrote: > > > > Has anyone have luck setting up and configuring RT on Ubuntu 12.04. I > have done everything > > thus far, but I am having issue with my apache2 configuration. This is > what I have in my > > configuration: > > > > > > > > AddDefaultCharset UTF-8 > > perlsetEnv RT_SITE_CONFIG /etc/rt4/RT_SiteConfig.pm > > > > DocumentRoot "/opt/rt4/share/html" > > > > Order allow,deny > > Allow from all > > > > SetHandler modperl > > PerlResponseHandler Plack::Handler::Apache2 > > PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > > > > > use Plack::Handler::Apache2; > > Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > > > > > #tail -n2 /etc/apache2/sites-available/default > > #Include "/opt/rt4/apache2-modperl2.conf" > > > > > > When I comment out "use Plack::Handler::Apache2;", apache2 does not give > me any error, but I > > am not able to bring up rt via the web. > > From lab at pacbell.net Wed Jun 20 18:19:45 2012 From: lab at pacbell.net (20/20 Lab) Date: Wed, 20 Jun 2012 15:19:45 -0700 Subject: [rt-users] RT on Ubuntu 12 In-Reply-To: <20120620204129.GH1070@jibsheet.com> References: <8CF1D2E37AFC273-2B00-20EC4@webmail-d130.sysops.aol.com> <4FE23015.3060207@pacbell.net> <20120620204129.GH1070@jibsheet.com> Message-ID: <4FE24C81.5070103@pacbell.net> --snip-- SetHandler perl-script is *not* recommended. SetHandler modperl is the documented configuration and is correct -kevin --snip-- That's good to know. I remember that from when I set it up, but couldn't get it to work. It works now (since upgrading to 12 I assume). Thanks. From josh at prorivertech.com Wed Jun 20 21:15:53 2012 From: josh at prorivertech.com (Josh Hopkins) Date: Wed, 20 Jun 2012 20:15:53 -0500 Subject: [rt-users] Cannot send emails Message-ID: <689A1933F8EE7743BC101464DD9F3F040429079F@MBX30.exg5.exghost.com> I have set both of the $CorrespondAddress and the $CommentAddress. But when I watch the mail logs I see: "2012-06-20 18:30:19.993009500 info msg 9789329: bytes 1040 from qp 19311 uid 48" Every email it sends is trying to be sent via anonymous at . Instead of support at mydomain.com. I have restarted apache and even restarted the server nothing seem to be working. I have tested sending emails via test scripts and they seem to be working just fine. Any ideas and where the anonymous at . setting might be? Thanks, /Josh -------------- next part -------------- An HTML attachment was scrubbed... URL: From arthur_rance at hotmail.com Thu Jun 21 04:16:49 2012 From: arthur_rance at hotmail.com (Arthur Rance) Date: Thu, 21 Jun 2012 10:16:49 +0200 Subject: [rt-users] Add a "Delete" link next to the "Take" link In-Reply-To: References: , Message-ID: I was talking about adding it in the 'Search - Unowned Tickets'. I tried that : @Attributes = ( { Name => 'Search - Unowned Tickets', Description => '[_1] newest unowned tickets', # loc Content => { Format => "'__id__/TITLE:#', '__Subject__/TITLE:Subject', QueueName, ExtendedStatus, CreatedRelative, '__loc(Take)__ __loc(Delete)__ /TITLE: ' ", Query => " Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')", OrderBy => 'Created', Order => 'DESC' }, },); ...but when I click on "Delete", it redirects me to the page displaying the deleted ticket, instead of staying in the 'Search - Unowned Tickets'. From: michael.steen at livetext.com Date: Wed, 20 Jun 2012 19:47:11 -0500 Subject: Re: [rt-users] Add a "Delete" link next to the "Take" link To: arthur_rance at hotmail.com If you're talking about adding it to Display.html, I used the following for RT 3.8 to add stalled and deleted buttons. path/to/rt3/local/html/Callbacks/yourdir/Ticket/Elements/Tabs/Default <%init> if ($Ticket) { # if ($Ticket->CurrentUserHasRight('ModifyTicket') && ($Ticket->Status ne 'stalled')) { # $actions->{'stall'} = { # title => loc('Stall'), # path => 'Ticket/Update.html?Action=Comment&DefaultStatus=stalled&id='.$Ticket->id, # }; # } if ($Ticket->CurrentUserHasRight('DeleteTicket') && ($Ticket->Status ne 'deleted')) { $actions->{'delete'} = { title => loc('Delete'), path => 'Ticket/Display.html?Status=deleted&id='.$Ticket->id, }; } } <%args> $Ticket => undef $tabs => undef $actions => undef On Tue, Jun 19, 2012 at 10:21 AM, Arthur Rance wrote: Hello, I'd like to add a "Delete" link (to delete a ticket) next to the "Take" link. How would you do that ? -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.sjodin at gmail.com Thu Jun 21 04:34:32 2012 From: scott.sjodin at gmail.com (Scott Sjodin) Date: Thu, 21 Jun 2012 11:34:32 +0300 Subject: [rt-users] Cannot send emails In-Reply-To: <689A1933F8EE7743BC101464DD9F3F040429079F@MBX30.exg5.exghost.com> References: <689A1933F8EE7743BC101464DD9F3F040429079F@MBX30.exg5.exghost.com> Message-ID: 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 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 > 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**** > > ** ** > > ** ** > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jonathan.khattir at mobiquithings.net Thu Jun 21 06:27:21 2012 From: jonathan.khattir at mobiquithings.net (Jonathan Khattir) Date: Thu, 21 Jun 2012 12:27:21 +0200 Subject: [rt-users] How change favicon.png Message-ID: Hi, I try to change the favicon.png but it's don't work. In apache log i have this message :'<&' without matching '&>' at /opt/rt4/local/html/NoAuth/images/favicon.png line 38 (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) How can i change the favicon? Thx -------------- next part -------------- An HTML attachment was scrubbed... URL: From borngunners at aol.com Thu Jun 21 10:46:23 2012 From: borngunners at aol.com (Borngunners) Date: Thu, 21 Jun 2012 10:46:23 -0400 (EDT) Subject: [rt-users] RT on Ubuntu 12 In-Reply-To: <4FE24C81.5070103@pacbell.net> References: <8CF1D2E37AFC273-2B00-20EC4@webmail-d130.sysops.aol.com> <4FE23015.3060207@pacbell.net> <20120620204129.GH1070@jibsheet.com> <4FE24C81.5070103@pacbell.net> Message-ID: <8CF1DD3C32B2493-2A10-1803@webmail-d130.sysops.aol.com> This is the error log from apache2 [Wed Jun 20 06:46:44 2012] [notice] Apache/2.2.22 (Ubuntu) PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 $ [Wed Jun 20 17:18:25 2012] [error] [client 128.8.222.95] failed to resolve handler `Plack::Handler::Apache2': Can't locate Plack$ [Wed Jun 20 17:20:56 2012] [notice] caught SIGTERM, shutting down [Wed Jun 20 17:21:18 2012] [notice] Apache/2.2.22 (Ubuntu) PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 $ [Thu Jun 21 10:43:08 2012] [notice] caught SIGTERM, shutting down [Thu Jun 21 10:43:45 2012] [notice] Apache/2.2.22 (Ubuntu) PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 $ [Thu Jun 21 10:43:57 2012] [error] [client 128.8.222.95] failed to resolve handler `Plack::Handler::Apache2': Can't locate Plack$ [Thu Jun 21 10:44:00 2012] [error] [client 128.8.222.95] failed to resolve handler `Plack::Handler::Apache2': Can't locate Plack$ -----Original Message----- From: 20/20 Lab To: rt-users Sent: Wed, Jun 20, 2012 6:20 pm Subject: Re: [rt-users] RT on Ubuntu 12 --snip-- SetHandler perl-script is *not* recommended. SetHandler modperl is the documented configuration and is correct -kevin --snip-- That's good to know. I remember that from when I set it up, but couldn't get it to work. It works now (since upgrading to 12 I assume). Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ptomblin at xcski.com Thu Jun 21 10:55:10 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Thu, 21 Jun 2012 10:55:10 -0400 Subject: [rt-users] RT on Ubuntu 12 In-Reply-To: <8CF1DD3C32B2493-2A10-1803@webmail-d130.sysops.aol.com> References: <8CF1D2E37AFC273-2B00-20EC4@webmail-d130.sysops.aol.com> <4FE23015.3060207@pacbell.net> <20120620204129.GH1070@jibsheet.com> <4FE24C81.5070103@pacbell.net> <8CF1DD3C32B2493-2A10-1803@webmail-d130.sysops.aol.com> Message-ID: sudo apt-get install libplack-perl On Thu, Jun 21, 2012 at 10:46 AM, Borngunners wrote: > This is the error log from apache2 > > [Wed Jun 20 06:46:44 2012] [notice] Apache/2.2.22 (Ubuntu) > PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 $ > [Wed Jun 20 17:18:25 2012] [error] [client 128.8.222.95] failed to resolve > handler `Plack::Handler::Apache2': Can't locate Plack$ > [Wed Jun 20 17:20:56 2012] [notice] caught SIGTERM, shutting down > [Wed Jun 20 17:21:18 2012] [notice] Apache/2.2.22 (Ubuntu) > PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 $ > [Thu Jun 21 10:43:08 2012] [notice] caught SIGTERM, shutting down > [Thu Jun 21 10:43:45 2012] [notice] Apache/2.2.22 (Ubuntu) > PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 $ > [Thu Jun 21 10:43:57 2012] [error] [client 128.8.222.95] failed to resolve > handler `Plack::Handler::Apache2': Can't locate Plack$ > [Thu Jun 21 10:44:00 2012] [error] [client 128.8.222.95] failed to resolve > handler `Plack::Handler::Apache2': Can't locate Plack$ > > > > > -----Original Message----- > From: 20/20 Lab > To: rt-users > Sent: Wed, Jun 20, 2012 6:20 pm > Subject: Re: [rt-users] RT on Ubuntu 12 > > --snip-- > SetHandler perl-script is *not* recommended. SetHandler modperl is the > documented configuration and is correct -kevin > --snip-- > > That's good to know. I remember that from when I set it up, but > couldn't get it to work. It works now (since upgrading to 12 I > assume). Thanks. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From borngunners at aol.com Thu Jun 21 11:33:05 2012 From: borngunners at aol.com (Borngunners) Date: Thu, 21 Jun 2012 11:33:05 -0400 (EDT) Subject: [rt-users] RT on Ubuntu 12 In-Reply-To: References: <8CF1D2E37AFC273-2B00-20EC4@webmail-d130.sysops.aol.com> <4FE23015.3060207@pacbell.net> <20120620204129.GH1070@jibsheet.com> <4FE24C81.5070103@pacbell.net> <8CF1DD3C32B2493-2A10-1803@webmail-d130.sysops.aol.com> Message-ID: <8CF1DDA499921AA-2A10-1DE9@webmail-d130.sysops.aol.com> I just installed libplack-perl using the following command suggested sudo apt-get install libplack-perl After installing it, I decided to include "use Plack::Handler::Apache2" in my apache2 configuration. This is the following error message I got: root at helpdesks:/etc/apache2/sites-available# /etc/init.d/apache2 start * Starting web server apache2 Syntax error on line 28 of /etc/apache2/sites-enabled/000-default: Can't locate JSON.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 73.\nBEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 73.\nCompilation failed in require at /opt/rt4/sbin/../lib/RT/ObjectCustomFieldValue.pm line 54.\nBEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT/ObjectCustomFieldValue.pm line 54.\nCompilation failed in require at /opt/rt4/sbin/../lib/RT/ObjectCustomFieldValues.pm line 55.\nBEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT/ObjectCustomFieldValues.pm line 55.\nCompilation failed in require at /opt/rt4/sbin/../lib/RT/CustomField.pm line 63.\nBEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT/CustomField.pm line 63.\nCompilation failed in require at /opt/rt4/sbin/../lib/RT/System.pm line 122.\nBEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT/System.pm line 122.\nCompilation failed in require at /opt/rt4/sbin/../lib/RT.pm line 503.\n Action 'start' failed. The Apache error log may have more information. And after looking into the apache2 error log, this is the erroe message I get: $ [Thu Jun 21 11:26:15 2012] [notice] caught SIGTERM, shutting down [Thu Jun 21 11:26:19 2012] [notice] Apache/2.2.22 (Ubuntu) PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 $ [Thu Jun 21 11:26:37 2012] [notice] caught SIGTERM, shutting down if I comment out "use Plack::Handler::Apache2", I won't have any error message after starting apache2. Thanks -----Original Message----- From: Paul Tomblin To: Borngunners Cc: lab ; rt-users Sent: Thu, Jun 21, 2012 10:55 am Subject: Re: [rt-users] RT on Ubuntu 12 sudo apt-get install libplack-perl On Thu, Jun 21, 2012 at 10:46 AM, Borngunners wrote: > This is the error log from apache2 > > [Wed Jun 20 06:46:44 2012] [notice] Apache/2.2.22 (Ubuntu) > PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 $ > [Wed Jun 20 17:18:25 2012] [error] [client 128.8.222.95] failed to resolve > handler `Plack::Handler::Apache2': Can't locate Plack$ > [Wed Jun 20 17:20:56 2012] [notice] caught SIGTERM, shutting down > [Wed Jun 20 17:21:18 2012] [notice] Apache/2.2.22 (Ubuntu) > PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 $ > [Thu Jun 21 10:43:08 2012] [notice] caught SIGTERM, shutting down > [Thu Jun 21 10:43:45 2012] [notice] Apache/2.2.22 (Ubuntu) > PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 $ > [Thu Jun 21 10:43:57 2012] [error] [client 128.8.222.95] failed to resolve > handler `Plack::Handler::Apache2': Can't locate Plack$ > [Thu Jun 21 10:44:00 2012] [error] [client 128.8.222.95] failed to resolve > handler `Plack::Handler::Apache2': Can't locate Plack$ > > > > > -----Original Message----- > From: 20/20 Lab > To: rt-users > Sent: Wed, Jun 20, 2012 6:20 pm > Subject: Re: [rt-users] RT on Ubuntu 12 > > --snip-- > SetHandler perl-script is *not* recommended. SetHandler modperl is the > documented configuration and is correct -kevin > --snip-- > > That's good to know. I remember that from when I set it up, but > couldn't get it to work. It works now (since upgrading to 12 I > assume). Thanks. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jun 21 11:38:32 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 21 Jun 2012 11:38:32 -0400 Subject: [rt-users] RT on Ubuntu 12 In-Reply-To: <8CF1DDA499921AA-2A10-1DE9@webmail-d130.sysops.aol.com> References: <8CF1D2E37AFC273-2B00-20EC4@webmail-d130.sysops.aol.com> <4FE23015.3060207@pacbell.net> <20120620204129.GH1070@jibsheet.com> <4FE24C81.5070103@pacbell.net> <8CF1DD3C32B2493-2A10-1803@webmail-d130.sysops.aol.com> <8CF1DDA499921AA-2A10-1DE9@webmail-d130.sysops.aol.com> Message-ID: <20120621153832.GI1070@jibsheet.com> On Thu, Jun 21, 2012 at 11:33:05AM -0400, Borngunners wrote: > I just installed libplack-perl using the following command suggested sudo apt-get install > libplack-perl > After installing it, I decided to include "use Plack::Handler::Apache2" in my apache2 > configuration. This is the following error message I got: Have you installed any of the RT dependencies on this machine? The README explains how to run make testdeps and make fixdeps. You'll need to run those and either install from CPAN or translate the needed perl modules into the appropriate Ubuntu packages. -kevin > root at helpdesks:/etc/apache2/sites-available# /etc/init.d/apache2 start > * Starting web server > apache2 > Syntax error on line 28 of /etc/apache2/sites-enabled/000-default: > Can't locate JSON.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib /etc/perl > /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 > /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) at > /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 73.\nBEGIN failed--compilation aborted at > /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 73.\nCompilation failed in require at > /opt/rt4/sbin/../lib/RT/ObjectCustomFieldValue.pm line 54.\nBEGIN failed--compilation aborted > at /opt/rt4/sbin/../lib/RT/ObjectCustomFieldValue.pm line 54.\nCompilation failed in require > at /opt/rt4/sbin/../lib/RT/ObjectCustomFieldValues.pm line 55.\nBEGIN failed--compilation > aborted at /opt/rt4/sbin/../lib/RT/ObjectCustomFieldValues.pm line 55.\nCompilation failed in > require at /opt/rt4/sbin/../lib/RT/CustomField.pm line 63.\nBEGIN failed--compilation aborted > at /opt/rt4/sbin/../lib/RT/CustomField.pm line 63.\nCompilation failed in require at > /opt/rt4/sbin/../lib/RT/System.pm line 122.\nBEGIN failed--compilation aborted at > /opt/rt4/sbin/../lib/RT/System.pm line 122.\nCompilation failed in require at > /opt/rt4/sbin/../lib/RT.pm line 503.\n > Action 'start' failed. > The Apache error log may have more information. > And after looking into the apache2 error log, this is the erroe message I get: > $ > [Thu Jun 21 11:26:15 2012] [notice] caught SIGTERM, shutting down > [Thu Jun 21 11:26:19 2012] [notice] Apache/2.2.22 (Ubuntu) PHP/5.3.10-1ubuntu3.2 with > Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 $ > [Thu Jun 21 11:26:37 2012] [notice] caught SIGTERM, shutting down > > if I comment out "use Plack::Handler::Apache2", I won't have any error message after starting > apache2. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ptomblin at xcski.com Thu Jun 21 11:39:44 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Thu, 21 Jun 2012 11:39:44 -0400 Subject: [rt-users] RT on Ubuntu 12 In-Reply-To: <8CF1DDA499921AA-2A10-1DE9@webmail-d130.sysops.aol.com> References: <8CF1D2E37AFC273-2B00-20EC4@webmail-d130.sysops.aol.com> <4FE23015.3060207@pacbell.net> <20120620204129.GH1070@jibsheet.com> <4FE24C81.5070103@pacbell.net> <8CF1DD3C32B2493-2A10-1803@webmail-d130.sysops.aol.com> <8CF1DDA499921AA-2A10-1DE9@webmail-d130.sysops.aol.com> Message-ID: On Thu, Jun 21, 2012 at 11:33 AM, Borngunners wrote: > Can't locate JSON.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib > /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 > /usr/lib/perl5 /us If you're missing JSON.pm, then you never ran "make testdeps" and "make fixdeps" when you installed. Go back and install it properly, following *all* the instructions. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From lab at pacbell.net Thu Jun 21 11:49:18 2012 From: lab at pacbell.net (20/20 Lab) Date: Thu, 21 Jun 2012 08:49:18 -0700 Subject: [rt-users] RT on Ubuntu 12 In-Reply-To: <8CF1DDA499921AA-2A10-1DE9@webmail-d130.sysops.aol.com> References: <8CF1D2E37AFC273-2B00-20EC4@webmail-d130.sysops.aol.com> <4FE23015.3060207@pacbell.net> <20120620204129.GH1070@jibsheet.com> <4FE24C81.5070103@pacbell.net> <8CF1DD3C32B2493-2A10-1803@webmail-d130.sysops.aol.com> <8CF1DDA499921AA-2A10-1DE9@webmail-d130.sysops.aol.com> Message-ID: <4FE3427E.1080105@pacbell.net> Sounds like you didnt finish the 'make fixdeps' part of the setup. Some items (the last time I installed from the tarball) will not / can not be installed that way. In which case it'll say in the last few lines about how it could not install 'Thing::subthing' then just head on over to cpan and install it manually. Looking at my server, it looks like DateTime, GD, prefork, and XML-RSS are the packages I had to manually install. Tho I'm not positive. On 06/21/2012 8:33 AM, Borngunners wrote: > I just installed libplack-perl using the following command suggested > sudo apt-get install libplack-perl > After installing it, I decided to include "use > Plack::Handler::Apache2" in my apache2 configuration. This is the > following error message I got: > > root at helpdesks:/etc/apache2/sites-available# /etc/init.d/apache2 start > * Starting web server apache2 Syntax error on line 28 of > /etc/apache2/sites-enabled/000-default: > Can't locate JSON.pm in @INC (@INC contains: > /opt/rt4/sbin/../local/lib > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib > /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 > /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 > /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) at > /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 73.\nBEGIN > failed--compilation aborted at > /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 73.\nCompilation failed > in require at /opt/rt4/sbin/../lib/RT/ObjectCustomFieldValue.pm line > 54.\nBEGIN failed--compilation aborted at > /opt/rt4/sbin/../lib/RT/ObjectCustomFieldValue.pm line > 54.\nCompilation failed in require at > /opt/rt4/sbin/../lib/RT/ObjectCustomFieldValues.pm line 55.\nBEGIN > failed--compilation aborted at > /opt/rt4/sbin/../lib/RT/ObjectCustomFieldValues.pm line > 55.\nCompilation failed in require at > /opt/rt4/sbin/../lib/RT/CustomField.pm line 63.\nBEGIN > failed--compilation aborted at /opt/rt4/sbin/../lib/RT/CustomField.pm > line 63.\nCompilation failed in require at > /opt/rt4/sbin/../lib/RT/System.pm line 122.\nBEGIN failed--compilation > aborted at /opt/rt4/sbin/../lib/RT/System.pm line 122.\nCompilation > failed in require at /opt/rt4/sbin/../lib/RT.pm line 503.\n > Action 'start' failed. > The Apache error log may have more information. > > And after looking into the apache2 error log, this is the erroe > message I get: > $ > [Thu Jun 21 11:26:15 2012] [notice] caught SIGTERM, shutting down > [Thu Jun 21 11:26:19 2012] [notice] Apache/2.2.22 (Ubuntu) > PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 $ > [Thu Jun 21 11:26:37 2012] [notice] caught SIGTERM, shutting down > > > if I comment out "use Plack::Handler::Apache2", I won't have any error > message after starting apache2. > > > Thanks > > > -----Original Message----- > From: Paul Tomblin > To: Borngunners > Cc: lab ; rt-users > Sent: Thu, Jun 21, 2012 10:55 am > Subject: Re: [rt-users] RT on Ubuntu 12 > > sudo apt-get install libplack-perl > > > On Thu, Jun 21, 2012 at 10:46 AM, Borngunners wrote: > > This is the error log from apache2 > > > > [Wed Jun 20 06:46:44 2012] [notice] Apache/2.2.22 (Ubuntu) > > PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 $ > > [Wed Jun 20 17:18:25 2012] [error] [client 128.8.222.95] failed to resolve > > handler `Plack::Handler::Apache2': Can't locate Plack$ > > [Wed Jun 20 17:20:56 2012] [notice] caught SIGTERM, shutting down > > [Wed Jun 20 17:21:18 2012] [notice] Apache/2.2.22 (Ubuntu) > > PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 $ > > [Thu Jun 21 10:43:08 2012] [notice] caught SIGTERM, shutting down > > [Thu Jun 21 10:43:45 2012] [notice] Apache/2.2.22 (Ubuntu) > > PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 $ > > [Thu Jun 21 10:43:57 2012] [error] [client 128.8.222.95] failed to resolve > > handler `Plack::Handler::Apache2': Can't locate Plack$ > > [Thu Jun 21 10:44:00 2012] [error] [client 128.8.222.95] failed to resolve > > handler `Plack::Handler::Apache2': Can't locate Plack$ > > > > > > > > > > -----Original Message----- > > From: 20/20 Lab > > To: rt-users > > Sent: Wed, Jun 20, 2012 6:20 pm > > Subject: Re: [rt-users] RT on Ubuntu 12 > > > > --snip-- > > SetHandler perl-script is *not* recommended. SetHandler modperl is the > > documented configuration and is correct -kevin > > --snip-- > > > > That's good to know. I remember that from when I set it up, but > > couldn't get it to work. It works now (since upgrading to 12 I > > assume). Thanks. > > > > -- > http://www.linkedin.com/in/paultomblin > http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From asanka_gunasekera at yahoo.co.uk Thu Jun 21 13:07:31 2012 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Thu, 21 Jun 2012 18:07:31 +0100 (BST) Subject: [rt-users] mail AdminCC when moving ticket from queue to queue Message-ID: <1340298451.65632.YahooMailNeo@web29010.mail.ird.yahoo.com> Hi, how do I get the RT to send a mail to AdminCC when moving a ticket from one queue to another Thanks and Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From lab at pacbell.net Thu Jun 21 13:14:04 2012 From: lab at pacbell.net (20/20 Lab) Date: Thu, 21 Jun 2012 10:14:04 -0700 Subject: [rt-users] Cannot send emails In-Reply-To: References: <689A1933F8EE7743BC101464DD9F3F040429079F@MBX30.exg5.exghost.com> Message-ID: <4FE3565C.8000806@pacbell.net> Set($SMTPFrom, 'support at mydomain.com'); Maybe? 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 > wrote: > > I have set both of the $CorrespondAddress and the > $CommentAddress. But when I watch the mail logs I see: > > ?2012-06-20 18:30:19.993009500 info msg 9789329: bytes 1040 > from qp 19311 uid 48? > > Every email it sends is trying to be sent via anonymous at . Instead > of support at mydomain.com . I have > restarted apache and even restarted the server nothing seem to be > working. I have tested sending emails via test scripts and they > seem to be working just fine. Any ideas and where the anonymous at . > setting might be? Thanks, > > /Josh > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From JKoermer at prg.com Thu Jun 21 13:14:09 2012 From: JKoermer at prg.com (Jennifer Koermer) Date: Thu, 21 Jun 2012 17:14:09 +0000 Subject: [rt-users] mail AdminCC when moving ticket from queue to queue In-Reply-To: <1340298451.65632.YahooMailNeo@web29010.mail.ird.yahoo.com> References: <1340298451.65632.YahooMailNeo@web29010.mail.ird.yahoo.com> Message-ID: <0DB62BF0BA7246409E50F16FC002E562A2C9304A@MBNA2.prg.com> You can create a global scrip with the following: [cid:image001.png at 01CD4FAF.B7D19810] I created a customized template that also includes the first content on the ticket, this makes it a little easier to keep track of what the ticket is actually about without needing to log into the system. Here is my template content: RT-Attach-Message: yes {$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon. Transaction: {$Transaction->Description} Queue: {$Ticket->QueueObj->Name} Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject given)"} Owner: {$Ticket->OwnerObj->Name} Requestors: {$Ticket->RequestorAddresses} Status: {$Ticket->Status} Ticket Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > Transaction Content: ------------------------------------------------------------------------------ {$Transaction->Content()} Original Ticket Content: ------------------------------------------------------------------------------ {$Ticket->Transactions->First->Content()} Jennifer Koermer System Administrator IV ________________________________ Production Resource Group, LLC 915 Secaucus Road, Secaucus, NJ 07094 201-758-4349 phone 201-758-4350 fax 201-232-7691 cell jkoermer at prg.com www.prg.com From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Asanka Gunasekera Sent: Thursday, June 21, 2012 1:08 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] mail AdminCC when moving ticket from queue to queue Hi, how do I get the RT to send a mail to AdminCC when moving a ticket from one queue to another Thanks and Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 7623 bytes Desc: image001.png URL: From jaykayone at gmail.com Thu Jun 21 13:24:34 2012 From: jaykayone at gmail.com (Jeff Konnen) Date: Thu, 21 Jun 2012 19:24:34 +0200 Subject: [rt-users] Question about REST interface and status In-Reply-To: References: <2A5CDD55-D798-461E-9AED-C43252F51B3E@gmail.com> <20120616001952.GC1070@jibsheet.com> Message-ID: <30C9DC252ED0404AB43CBA88400C949D@gmail.com> does anybody use REST to create tickets in RT am I the onlyone having this carriagereturn issue? -- Jeff Konnen On Monday 18 June 2012 at 07:51, Jeff Konnen wrote: > Hi, > this is the way we are creating the ticket, by using a HTML form: > > >
action="http://xxx/REST/1.0/ticket/new/"> > User:
> Pass:
> Content:
>

value="Reset" name="B2">

> > > > Thanks > Jeff > > On Sat, Jun 16, 2012 at 2:19 AM, Kevin Falcone wrote: > > On Fri, Jun 15, 2012 at 11:23:27PM +0200, Jeff Konnen wrote: > > > # Could not create ticket. > > > # Status 'resolved > > > ' isn't a valid status for tickets in this queue. > > > > > > Is this error due to the carriage return and how can I avoid it? > > > > There's a good chance that it dislikes the carriage return. > > However, we'd need to know how you're creating the ticket and what > > you're sending across the wire to make suggestions. > > > > -kevin > > > > -- > Jeff Konnen > -------------- next part -------------- An HTML attachment was scrubbed... URL: From borngunners at aol.com Thu Jun 21 13:30:22 2012 From: borngunners at aol.com (Borngunners) Date: Thu, 21 Jun 2012 13:30:22 -0400 (EDT) Subject: [rt-users] RT on Ubuntu 12 In-Reply-To: <4FE3427E.1080105@pacbell.net> References: <8CF1D2E37AFC273-2B00-20EC4@webmail-d130.sysops.aol.com> <4FE23015.3060207@pacbell.net> <20120620204129.GH1070@jibsheet.com> <4FE24C81.5070103@pacbell.net> <8CF1DD3C32B2493-2A10-1803@webmail-d130.sysops.aol.com> <8CF1DDA499921AA-2A10-1DE9@webmail-d130.sysops.aol.com> <4FE3427E.1080105@pacbell.net> Message-ID: <8CF1DEAAC083C77-2A10-2CBD@webmail-d130.sysops.aol.com> I ran make fixdeps and other dependencies manually. I also ran apache2 to start the apache server. This is the respond I got after running the apache command: root at helpdesks:/opt/rt4/etc# /etc/init.d/apache2 start * Starting web server apache2 [Thu Jun 21 17:26:51 2012] [warning]: The ActiveStatus configuration has been replaced by the new Lifecycles functionality. You should set the 'active' property of the 'default' lifecycle and add transition rules; see RT_Config.pm for documentation. (/opt/rt4/sbin/../lib/RT/Config.pm:766) [ OK ] Now, I am not able to login as root and the default password. I am not able to login using ldap also. Thanks -----Original Message----- From: 20/20 Lab To: Borngunners Cc: rt-users Sent: Thu, Jun 21, 2012 11:49 am Subject: Re: [rt-users] RT on Ubuntu 12 Sounds like you didnt finish the 'make fixdeps' part of the setup. Some items (the last time I installed from the tarball) will not / can not be installed that way. In which case it'll say in the last few lines about how it could not install 'Thing::subthing' then just head on over to cpan and install it manually. Looking at my server, it looks like DateTime, GD, prefork, and XML-RSS are the packages I had to manually install. Tho I'm not positive. On 06/21/2012 8:33 AM, Borngunners wrote: I just installed libplack-perl using the following command suggested sudo apt-get install libplack-perl After installing it, I decided to include "use Plack::Handler::Apache2" in my apache2 configuration. This is the following error message I got: root at helpdesks:/etc/apache2/sites-available# /etc/init.d/apache2 start * Starting web server apache2 Syntax error on line 28 of /etc/apache2/sites-enabled/000-default: Can't locate JSON.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 73.\nBEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 73.\nCompilation failed in require at /opt/rt4/sbin/../lib/RT/ObjectCustomFieldValue.pm line 54.\nBEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT/ObjectCustomFieldValue.pm line 54.\nCompilation failed in require at /opt/rt4/sbin/../lib/RT/ObjectCustomFieldValues.pm line 55.\nBEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT/ObjectCustomFieldValues.pm line 55.\nCompilation failed in require at /opt/rt4/sbin/../lib/RT/CustomField.pm line 63.\nBEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT/CustomField.pm line 63.\nCompilation failed in require at /opt/rt4/sbin/../lib/RT/System.pm line 122.\nBEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT/System.pm line 122.\nCompilation failed in require at /opt/rt4/sbin/../lib/RT.pm line 503.\n Action 'start' failed. The Apache error log may have more information. And after looking into the apache2 error log, this is the erroe message I get: $ [Thu Jun 21 11:26:15 2012] [notice] caught SIGTERM, shutting down [Thu Jun 21 11:26:19 2012] [notice] Apache/2.2.22 (Ubuntu) PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 $ [Thu Jun 21 11:26:37 2012] [notice] caught SIGTERM, shutting down if I comment out "use Plack::Handler::Apache2", I won't have any error message after starting apache2. Thanks -----Original Message----- From: Paul Tomblin To: Borngunners Cc: lab ; rt-users Sent: Thu, Jun 21, 2012 10:55 am Subject: Re: [rt-users] RT on Ubuntu 12 sudo apt-get install libplack-perl On Thu, Jun 21, 2012 at 10:46 AM, Borngunners wrote: > This is the error log from apache2 > > [Wed Jun 20 06:46:44 2012] [notice] Apache/2.2.22 (Ubuntu) > PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 $ > [Wed Jun 20 17:18:25 2012] [error] [client 128.8.222.95] failed to resolve > handler `Plack::Handler::Apache2': Can't locate Plack$ > [Wed Jun 20 17:20:56 2012] [notice] caught SIGTERM, shutting down > [Wed Jun 20 17:21:18 2012] [notice] Apache/2.2.22 (Ubuntu) > PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 $ > [Thu Jun 21 10:43:08 2012] [notice] caught SIGTERM, shutting down > [Thu Jun 21 10:43:45 2012] [notice] Apache/2.2.22 (Ubuntu) > PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 $ > [Thu Jun 21 10:43:57 2012] [error] [client 128.8.222.95] failed to resolve > handler `Plack::Handler::Apache2': Can't locate Plack$ > [Thu Jun 21 10:44:00 2012] [error] [client 128.8.222.95] failed to resolve > handler `Plack::Handler::Apache2': Can't locate Plack$ > > > > > -----Original Message----- > From: 20/20 Lab > To: rt-users > Sent: Wed, Jun 20, 2012 6:20 pm > Subject: Re: [rt-users] RT on Ubuntu 12 > > --snip-- > SetHandler perl-script is *not* recommended. SetHandler modperl is the > documented configuration and is correct -kevin > --snip-- > > That's good to know. I remember that from when I set it up, but > couldn't get it to work. It works now (since upgrading to 12 I > assume). Thanks. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From JKoermer at prg.com Thu Jun 21 14:01:26 2012 From: JKoermer at prg.com (Jennifer Koermer) Date: Thu, 21 Jun 2012 18:01:26 +0000 Subject: [rt-users] Question about REST interface and status In-Reply-To: <30C9DC252ED0404AB43CBA88400C949D@gmail.com> References: <2A5CDD55-D798-461E-9AED-C43252F51B3E@gmail.com> <20120616001952.GC1070@jibsheet.com> <30C9DC252ED0404AB43CBA88400C949D@gmail.com> Message-ID: <0DB62BF0BA7246409E50F16FC002E562A2C9323F@MBNA2.prg.com> I?m using a C# web site and request to create tickets as well. I?m using the AppendLine function of a stringbuilder object in C#. I ended up adding doing a find and replace on my comment and removing \n before I send the request. Msg.ToString().Replace("\n", "") This might not be the most elegant solution, but it is working for me. -Jennifer From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff Konnen Sent: Thursday, June 21, 2012 1:25 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Question about REST interface and status does anybody use REST to create tickets in RT am I the onlyone having this carriagereturn issue? -- Jeff Konnen On Monday 18 June 2012 at 07:51, Jeff Konnen wrote: Hi, this is the way we are creating the ticket, by using a HTML form:
User:
Pass:
Content:

Thanks Jeff On Sat, Jun 16, 2012 at 2:19 AM, Kevin Falcone > wrote: On Fri, Jun 15, 2012 at 11:23:27PM +0200, Jeff Konnen wrote: > # Could not create ticket. > # Status 'resolved > ' isn't a valid status for tickets in this queue. > > Is this error due to the carriage return and how can I avoid it? There's a good chance that it dislikes the carriage return. However, we'd need to know how you're creating the ticket and what you're sending across the wire to make suggestions. -kevin -- Jeff Konnen -------------- next part -------------- An HTML attachment was scrubbed... URL: From ram0502 at gmail.com Thu Jun 21 16:54:25 2012 From: ram0502 at gmail.com (Ram) Date: Thu, 21 Jun 2012 13:54:25 -0700 Subject: [rt-users] Question about REST interface and status In-Reply-To: <0DB62BF0BA7246409E50F16FC002E562A2C9323F@MBNA2.prg.com> References: <2A5CDD55-D798-461E-9AED-C43252F51B3E@gmail.com> <20120616001952.GC1070@jibsheet.com> <30C9DC252ED0404AB43CBA88400C949D@gmail.com> <0DB62BF0BA7246409E50F16FC002E562A2C9323F@MBNA2.prg.com> Message-ID: I'm using PHP and the HTTP/Request2 module to hit the REST API extensively. We create tickets, update CFs, add and view comments, do searches, add and retrieve attachments without issue. > does anybody use REST to create tickets in RT > > am I the onlyone having this carriagereturn issue? You might be able to use the SelfService interface instead: - http://requesttracker.wikia.com/wiki/SelfService - rt/share/html/SelfService (off the shelf forms etc) - rt/local/html/SelfService (your customized or original forms) From borngunners at aol.com Thu Jun 21 17:01:47 2012 From: borngunners at aol.com (Borngunners) Date: Thu, 21 Jun 2012 17:01:47 -0400 (EDT) Subject: [rt-users] Error creating tickets Message-ID: <8CF1E08347C24F2-2A10-4483@webmail-d130.sysops.aol.com> Ticket could not be created due to an internal error -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsieb at efashionsolutions.com Thu Jun 21 17:27:04 2012 From: gsieb at efashionsolutions.com (Glenn E. Sieb) Date: Thu, 21 Jun 2012 17:27:04 -0400 Subject: [rt-users] rt-crontool question.. Message-ID: <4FE391A8.1000206@efashionsolutions.com> So I have a bunch of queues here. I want to set up rt-crontool to send out the "Hey--this ticket is more than xx hours old! Do something!" emails to the AdminCCs of the queues in question. My question is, I have a bunch of queues for one department, that all begin with a pattern (say, "CS-"). Is it possible to do a TicketSQL that matches any queue that matches "CS-%" (or "CS-*" or similar)? I tried playing in the Advanced search tool, with no success. But I am the first to admit my SQL is weak. Thanks in advance, as always! Best, --Glenn -- Glenn E. Sieb System Administrator +1 201 809-4958 eFashionSolutions 80 Enterprise Avenue South Secaucus, NJ 07094 From davidtg at u.washington.edu Thu Jun 21 18:19:29 2012 From: davidtg at u.washington.edu (David T. Grayston) Date: Thu, 21 Jun 2012 22:19:29 +0000 Subject: [rt-users] FriendlyFromLineFormat In-Reply-To: <20120607023758.GC1070@jibsheet.com> References: <07A5F0ABA6ABCE488CF01BB872138FEB2BF4D0@uwit-mbx07.exchange.washington.edu> <20120607023758.GC1070@jibsheet.com> Message-ID: <07A5F0ABA6ABCE488CF01BB872138FEB32C63B@uwit-mbx07.exchange.washington.edu> Thanks Kevin - I'd done a minor code tweak so it prefers the queue name on the autoreply to get the desired behavior. ------------------------------------------------------------------ David T. Grayston?????Systems & Database Administrator University of Washington?? School of Public Health > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: Wednesday, June 06, 2012 7:38 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] FriendlyFromLineFormat > > On Wed, May 23, 2012 at 06:46:44PM +0000, David T. Grayston wrote: > > RT: 4.0.5 > > > > Set($FriendlyFromLineFormat, "\"%s\" <%s>"); > > > > In the autoreply email I'm getting "queue description " > and we'd rather have it - > > "queue name ". I'm not sure how to change this behavior > and from what I've read > > it seems we should be seeing the queue name used. > > It uses the SenderName for users, but the Autoreply code swaps in the > Queue and prefers description. You could make a small code override in > local/lib to change the behavior of RT::Action::Notify::SetReturnAddress > > -kevin From kenn.crocker at gmail.com Thu Jun 21 20:24:39 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Thu, 21 Jun 2012 17:24:39 -0700 Subject: [rt-users] rt-crontool question.. In-Reply-To: <4FE391A8.1000206@efashionsolutions.com> References: <4FE391A8.1000206@efashionsolutions.com> Message-ID: Glenn, you don't have to necessarily do this with Cronjob. RT has Dashboards that can run Queries on a scheduled basis and send the results to whomever you want. Try creating a Search or series of searches, depending on who is responsible for what Queues/Tickets, and then saving those searches for a group or globally and then put those searches into a dashboard or series of dashboards and set them up to run based on need. For example, if you want Queue/Ticket owners to get a list of tickets that have been in the Queue for more than a week and have no time worked or whatever, create a search to do that and then put it into a dashboard for that person/Queue persons. OR, you can set up a search to run in cronjob. Just a thought. Kenn On Thu, Jun 21, 2012 at 2:27 PM, Glenn E. Sieb wrote: > So I have a bunch of queues here. I want to set up rt-crontool to send out > the "Hey--this ticket is more than xx hours old! Do something!" emails to > the AdminCCs of the queues in question. > > My question is, I have a bunch of queues for one department, that all > begin with a pattern (say, "CS-"). Is it possible to do a TicketSQL that > matches any queue that matches "CS-%" (or "CS-*" or similar)? I tried > playing in the Advanced search tool, with no success. But I am the first to > admit my SQL is weak. > > Thanks in advance, as always! > Best, > --Glenn > > -- > Glenn E. Sieb > System Administrator > +1 201 809-4958 > > eFashionSolutions > 80 Enterprise Avenue South > Secaucus, NJ 07094 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From borngunners at aol.com Fri Jun 22 06:55:23 2012 From: borngunners at aol.com (Al Kay) Date: Fri, 22 Jun 2012 06:55:23 -0400 Subject: [rt-users] Error creating tickets In-Reply-To: <8CF1E08347C24F2-2A10-4483@webmail-d130.sysops.aol.com> References: <8CF1E08347C24F2-2A10-4483@webmail-d130.sysops.aol.com> Message-ID: [Thu Jun 21 21:09:47 2012] [error]: Couldn't create a ticket group of type 'Requestor' for ticket 879: Could not create group (/opt/rt4/sbi$ [Thu Jun 21 21:09:47 2012] [crit]: Couldn't create ticket groups for ticket 879. aborting Ticket creation. (/opt/rt4/sbin/../lib/RT/Ticket.$ [Thu Jun 21 21:09:47 2012] [error]: WebRT: Ticket could not be created due to an internal error (/opt/rt4/share/html/Elements/Error:82) [Thu Jun 21 17:13:12 2012] [notice] caught SIGTERM, shutting down [Thu Jun 21 17:13:09 2012] [notice] Apache/2.2.22 (Ubuntu) PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 configured $ On Jun 21, 2012, at 5:01 PM, Borngunners wrote: > Ticket could not be created due to an internal error -------------- next part -------------- An HTML attachment was scrubbed... URL: From borngunners at aol.com Fri Jun 22 06:56:52 2012 From: borngunners at aol.com (Al Kay) Date: Fri, 22 Jun 2012 06:56:52 -0400 Subject: [rt-users] Error creating tickets In-Reply-To: References: <8CF1E08347C24F2-2A10-4483@webmail-d130.sysops.aol.com> Message-ID: <06B89CE8-12A3-4CA7-97FF-7B177F24E2D4@aol.com> Below is my configuration settings: # THE BASICS: Set($rtname, 'University admin Center'); Set($Organization, 'ticket'); Set($CorrespondAddress , 'helpdesk at ticket.co.it'); Set($CommentAddress , 'helpdesk at ticket.co.it'); Set($Timezone , 'US/Eastern'); # obviously choose what suits you Set($MinimumPasswordLength, "8"); #Set(@plugins, qw(RT::FM)); #Set(@Plugins, 'RT::FM', 'RT::IR'); Set(@ActiveStatus, qw(new open hold resolved)); # THE DATABASE: Set($DatabaseType, 'mysql'); # e.g. Pg or mysql # These are the settings we used above when creating the RT database, # you MUST set these to what you chose in the section above. Set($DatabaseUser , 'rtuser'); Set($DatabasePassword , 'wibble'); Set($DatabaseName , 'rt4'); # Ensure this is set to rt4! Set($DatabaseRTHost, 'localhost'); # THE WEBSERVER: Set($WebPath , ""); Set($WebBaseURL , "http://helpdesks.ticket.co.it"); #THE EMAIL SERVER Set($SendmailPath , "/usr/sbin/sendmail"); Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m"); Set($UseFriendlyFromLine, 1); Set($FriendlyFromLineFormat, "\"%s via RT\" <%s>"); Set($TruncateLongAttachments, undef); Set($MaxAttachmentSize , 10000000); Set($EmailCompletionUnprivileged,"privileged"); Set($RTAddressRegexp , 'helpdesk\@ticket.co.it$'); Set($FriendlyFromLineFormat, "\"s\" <%s>"); #THE LDAP SERVER Set(@Plugins, qw(RT::Authen::ExternalAuth)); # Following is LDAP authorization block Set($ExternalAuthPriority, [ 'My_LDAP' ] ); Set($ExternalInfoPriority, [ 'My_LDAP' ] ); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 1); Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'ticket.co.it', 'user' => 'admin at ticket.co.it', 'pass' => '5aH3t!40', 'base' => 'DC=ticket,DC=co,DC=it', 'filter' => '(ObjectClass=*)', # 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 'tls' => 0, # 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], # 'group' => 'cn=RT Users,ou=Services,dc=internal,dc=local', # 'group_attr' => 'member', 'attr_match_list' => [ 'Name', 'EmailAddress' ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } } } ); 1; Thanks Alhaji On Jun 22, 2012, at 6:55 AM, Al Kay wrote: > [Thu Jun 21 21:09:47 2012] [error]: Couldn't create a ticket group of type 'Requestor' for ticket 879: Could not create group (/opt/rt4/sbi$ > [Thu Jun 21 21:09:47 2012] [crit]: Couldn't create ticket groups for ticket 879. aborting Ticket creation. (/opt/rt4/sbin/../lib/RT/Ticket.$ > [Thu Jun 21 21:09:47 2012] [error]: WebRT: Ticket could not be created due to an internal error (/opt/rt4/share/html/Elements/Error:82) > [Thu Jun 21 17:13:12 2012] [notice] caught SIGTERM, shutting down > [Thu Jun 21 17:13:09 2012] [notice] Apache/2.2.22 (Ubuntu) PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 configured $ > > > On Jun 21, 2012, at 5:01 PM, Borngunners wrote: > >> Ticket could not be created due to an internal error -------------- next part -------------- An HTML attachment was scrubbed... URL: From michele.pinassi at unisi.it Fri Jun 22 07:08:37 2012 From: michele.pinassi at unisi.it (Michele Pinassi) Date: Fri, 22 Jun 2012 13:08:37 +0200 Subject: [rt-users] Web issue Message-ID: <4FE45235.6060700@unisi.it> Hi all, in my logs i have a lot of: [Fri Jun 22 10:59:11 2012] [warning]: Use of uninitialized value $location in string eq at /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 101. (/usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm:101) [Fri Jun 22 10:59:11 2012] [warning]: Use of uninitialized value $location in regexp compilation at /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 105. (/usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm:101) so i decide, quick and dirty solution, to add a check for $location value in /handler/Apache2.pm. After this patch i got a lot of: [Fri Jun 22 10:59:33 2012] [warn]: The actual SCRIPT_NAME (/Search/Simple.html) does NOT match the configured WebPath (). Perhaps you should Set($WebPath, '/Search/Simple.html'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1148) [Fri Jun 22 10:59:46 2012] [warn]: The actual SCRIPT_NAME (/Dashboards/Modify.html) does NOT match the configured WebPath (). Perhaps you should Set($WebPath, '/Dashboards/Modify.html'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1148) [Fri Jun 22 11:00:13 2012] [warn]: The actual SCRIPT_NAME (/Tools/MyDay.html) does NOT match the configured WebPath (). Perhaps you should Set($WebPath, '/Tools/MyDay.html'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1148) [Fri Jun 22 11:00:27 2012] [warn]: The actual SCRIPT_NAME (/Articles/index.html) does NOT match the configured WebPath (). Perhaps you should Set($WebPath, '/Articles/index.html'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1148) [Fri Jun 22 11:02:07 2012] [warn]: The actual SCRIPT_NAME (/Prefs/Search.html) does NOT match the configured WebPath (). Perhaps you should Set($WebPath, '/Prefs/Search.html'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1148) [Fri Jun 22 11:02:19 2012] [warn]: The actual SCRIPT_NAME (/) does NOT match the configured WebPath (). Perhaps you should Set($WebPath, '/'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1148) [Fri Jun 22 11:02:44 2012] [warn]: The actual SCRIPT_NAME (/Prefs/Search.html) does NOT match the configured WebPath (). Perhaps you should Set($WebPath, '/Prefs/Search.html'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1148) Someone can help me fixing this issue ? Thanks, Michele -- 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 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 262 bytes Desc: OpenPGP digital signature URL: From naresh at hewittandmay.com Fri Jun 22 08:12:22 2012 From: naresh at hewittandmay.com (Naresh Maharaj) Date: Fri, 22 Jun 2012 13:12:22 +0100 Subject: [rt-users] RTFM Articles - remove headers Message-ID: <4FE46126.1090402@hewittandmay.com> Hi RT Users, We migrated from 3.8.8 to 4.0.5 We notice Article headers are now being automatically included in the content when an Article is selected. This means we have to delete the header section before sending out an Article to a client. Have read the following link, have tried numerous changes to the file below but the headers keep re-appearing http://www.gossamer-threads.com/lists/rt/users/27257 E.g. of headers: #1: Delivery: Check Local Delivery Office ----------------------------------------- Content: ------- ... -- Kind Regards Naresh Maharaj Katsuma Limited T/a Hewitt & May Tel: +44 (0)7861 672449 WhatsApp: +447861 672449 Email: naresh at hewittandmay.com From naresh at hewittandmay.com Fri Jun 22 09:20:55 2012 From: naresh at hewittandmay.com (Naresh Maharaj) Date: Fri, 22 Jun 2012 14:20:55 +0100 Subject: [rt-users] RTFM Articles - remove headers In-Reply-To: <4FE46126.1090402@hewittandmay.com> References: <4FE46126.1090402@hewittandmay.com> Message-ID: <4FE47137.7080805@hewittandmay.com> Found the setting in the articles class configuration which allowed me to turn off this feature Kind Regards Naresh Maharaj Katsuma Limited T/a Hewitt & May Tel: +44 (0)7861 672449 WhatsApp: +447861 672449 Email: naresh at hewittandmay.com On 22/06/2012 13:12, Naresh Maharaj wrote: > Hi RT Users, > > We migrated from 3.8.8 to 4.0.5 > > We notice Article headers are now being automatically included in the > content when an Article is selected. > > This means we have to delete the header section before sending out an > Article to a client. > > Have read the following link, have tried numerous changes to the file > below but the headers keep re-appearing > > http://www.gossamer-threads.com/lists/rt/users/27257 > > E.g. of headers: > #1: Delivery: Check Local Delivery Office > ----------------------------------------- > Content: > ------- > > ... > > > > From borngunners at aol.com Fri Jun 22 11:49:53 2012 From: borngunners at aol.com (Borngunners) Date: Fri, 22 Jun 2012 11:49:53 -0400 (EDT) Subject: [rt-users] Fetchmail AuthFail Message-ID: <8CF1EA5CC8A470E-2A10-8718@webmail-d130.sysops.aol.com> fetchmail: Query status=3 (AUTHFAIL) fetchmail: Warning: the connection is insecure, continuing anyways. (Better use --sslcertck!) fetchmail: Authorization failure on helpdesk at ticket.co.it fetchmail: For help, see http://www.fetchmail.info/fetchmail-FAQ.html#R15 Please help -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Jun 22 12:04:36 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 22 Jun 2012 12:04:36 -0400 Subject: [rt-users] Error creating tickets In-Reply-To: References: <8CF1E08347C24F2-2A10-4483@webmail-d130.sysops.aol.com> Message-ID: <20120622160436.GJ1070@jibsheet.com> On Fri, Jun 22, 2012 at 06:55:23AM -0400, Al Kay wrote: > [Thu Jun 21 21:09:47 2012] [error]: Couldn't create a ticket group of type 'Requestor' for > ticket 879: Could not create group (/opt/rt4/sbi$ > [Thu Jun 21 21:09:47 2012] [crit]: Couldn't create ticket groups for ticket 879. aborting > Ticket creation. (/opt/rt4/sbin/../lib/RT/Ticket.$ That points to serious database issues. Does your database user have proper permissions, is the database logging anything? -kevin > [Thu Jun 21 21:09:47 2012] [error]: WebRT: Ticket could not be created due to an internal > error (/opt/rt4/share/html/Elements/Error:82) > [Thu Jun 21 17:13:12 2012] [notice] caught SIGTERM, shutting down > [Thu Jun 21 17:13:09 2012] [notice] Apache/2.2.22 (Ubuntu) PHP/5.3.10-1ubuntu3.2 with > Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 configured $ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jun 22 12:05:28 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 22 Jun 2012 12:05:28 -0400 Subject: [rt-users] Web issue In-Reply-To: <4FE45235.6060700@unisi.it> References: <4FE45235.6060700@unisi.it> Message-ID: <20120622160528.GK1070@jibsheet.com> On Fri, Jun 22, 2012 at 01:08:37PM +0200, Michele Pinassi wrote: > [Fri Jun 22 10:59:33 2012] [warn]: The actual SCRIPT_NAME > (/Search/Simple.html) does NOT match the configured WebPath (). Perhaps > you should Set($WebPath, '/Search/Simple.html'); in RT_SiteConfig.pm, > otherwise your internal links may be broken. Can you share your web server configuration? Also, your patch to Plack. It sounds like you either have a really interesting configuration or are triggering some sort of bug. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From borngunners at aol.com Fri Jun 22 13:33:07 2012 From: borngunners at aol.com (Alhaji Kargbo) Date: Fri, 22 Jun 2012 13:33:07 -0400 Subject: [rt-users] Error creating tickets Message-ID: <201206221733.q5MHX9lJ017638@imr-da04.mx.aol.com> I backed and restored the database of my old rt system version 3.8 and installed rt on another server since my old server is almost about to die. I am in the process of testing my new server and I am getting this error message -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtusers-20090205 at billmail.scconsult.com Fri Jun 22 14:40:45 2012 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Fri, 22 Jun 2012 14:40:45 -0400 Subject: [rt-users] Error creating tickets In-Reply-To: References: <8CF1E08347C24F2-2A10-4483@webmail-d130.sysops.aol.com> Message-ID: <9B990C50-1F8C-40B2-A828-0D364EB5D4B9@billmail.scconsult.com> On 22 Jun 2012, at 6:55, Al Kay wrote: > [Thu Jun 21 21:09:47 2012] [error]: Couldn't create a ticket group of > type 'Requestor' for ticket 879: Could not create group (/opt/rt4/sbi$ > [Thu Jun 21 21:09:47 2012] [crit]: Couldn't create ticket groups for > ticket 879. aborting Ticket creation. > (/opt/rt4/sbin/../lib/RT/Ticket.$ > [Thu Jun 21 21:09:47 2012] [error]: WebRT: Ticket could not be created > due to an internal error (/opt/rt4/share/html/Elements/Error:82) > [Thu Jun 21 17:13:12 2012] [notice] caught SIGTERM, shutting down > [Thu Jun 21 17:13:09 2012] [notice] Apache/2.2.22 (Ubuntu) > PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 > configured $ > Those log lines are truncated and out of order, so it is hard to trust that they are accurate and meaningful or to discern much meaning from them. However, the most likely cause of a problem like this is database misconfiguration. Are you sure that your $DatabaseUser and $DatabasePassword settings are correct? Can you access the database using the mysql command-line client? From lab at pacbell.net Fri Jun 22 16:20:42 2012 From: lab at pacbell.net (20/20 Lab) Date: Fri, 22 Jun 2012 13:20:42 -0700 Subject: [rt-users] Fetchmail AuthFail In-Reply-To: <8CF1EA5CC8A470E-2A10-8718@webmail-d130.sysops.aol.com> References: <8CF1EA5CC8A470E-2A10-8718@webmail-d130.sysops.aol.com> Message-ID: <4FE4D39A.70502@pacbell.net> On 06/22/2012 8:49 AM, Borngunners wrote: > fetchmail: Query status=3 (AUTHFAIL) > fetchmail: Warning: the connection is insecure, continuing anyways. > (Better use --sslcertck!) > fetchmail: Authorization failure on helpdesk at ticket.co.it > fetchmail: For help, see http://www.fetchmail.info/fetchmail-FAQ.html#R15 > > > Please help any chance of posting your fetchmailrc ? Most common problem with this error is the lack of single quotes (') around the email address and password. -Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From borngunners at aol.com Fri Jun 22 17:22:41 2012 From: borngunners at aol.com (Borngunners) Date: Fri, 22 Jun 2012 17:22:41 -0400 (EDT) Subject: [rt-users] Fetchmail AuthFail In-Reply-To: <4FE4D39A.70502@pacbell.net> References: <8CF1EA5CC8A470E-2A10-8718@webmail-d130.sysops.aol.com> <4FE4D39A.70502@pacbell.net> Message-ID: <8CF1ED44A9171E4-2A10-A83F@webmail-d130.sysops.aol.com> set daemon 60 set invisible set no bouncemail set no syslog set logfile /var/log/fetchmail.log poll mailserver.ticket.co.it protocol pop3 username "helpdesk" password "********" mda "/usr/bin/rt-mailgate --queue general --action correspond --$ -----Original Message----- From: 20/20 Lab To: rt-users Sent: Fri, Jun 22, 2012 4:21 pm Subject: Re: [rt-users] Fetchmail AuthFail On 06/22/2012 8:49 AM, Borngunners wrote: fetchmail: Query status=3 (AUTHFAIL) fetchmail: Warning: the connection is insecure, continuing anyways. (Better use --sslcertck!) fetchmail: Authorization failure on helpdesk at ticket.co.it fetchmail: For help, see http://www.fetchmail.info/fetchmail-FAQ.html#R15 Please help any chance of posting your fetchmailrc ? Most common problem with this error is the lack of single quotes (') around the email address and password. -Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From borngunners at aol.com Fri Jun 22 17:25:08 2012 From: borngunners at aol.com (Borngunners) Date: Fri, 22 Jun 2012 17:25:08 -0400 (EDT) Subject: [rt-users] Error creating tickets In-Reply-To: <9B990C50-1F8C-40B2-A828-0D364EB5D4B9@billmail.scconsult.com> References: <8CF1E08347C24F2-2A10-4483@webmail-d130.sysops.aol.com> <9B990C50-1F8C-40B2-A828-0D364EB5D4B9@billmail.scconsult.com> Message-ID: <8CF1ED4A1E3F091-2A10-A863@webmail-d130.sysops.aol.com> I can access the database using the mysql command line... The database was dumped from a previous RT database with 3.8 version and restored to a newly created RT database with 4.02 version on a different machine... Everything else looks like okay except creating tickets... -----Original Message----- From: Bill Cole To: RT-Users at lists.bestpractical.com Sent: Fri, Jun 22, 2012 4:51 pm Subject: Re: [rt-users] Error creating tickets On 22 Jun 2012, at 6:55, Al Kay wrote: > [Thu Jun 21 21:09:47 2012] [error]: Couldn't create a ticket group of > type 'Requestor' for ticket 879: Could not create group (/opt/rt4/sbi$ > [Thu Jun 21 21:09:47 2012] [crit]: Couldn't create ticket groups for > ticket 879. aborting Ticket creation. > (/opt/rt4/sbin/../lib/RT/Ticket.$ > [Thu Jun 21 21:09:47 2012] [error]: WebRT: Ticket could not be created > due to an internal error (/opt/rt4/share/html/Elements/Error:82) > [Thu Jun 21 17:13:12 2012] [notice] caught SIGTERM, shutting down > [Thu Jun 21 17:13:09 2012] [notice] Apache/2.2.22 (Ubuntu) > PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 > configured $ > Those log lines are truncated and out of order, so it is hard to trust that they are accurate and meaningful or to discern much meaning from them. However, the most likely cause of a problem like this is database misconfiguration. Are you sure that your $DatabaseUser and $DatabasePassword settings are correct? Can you access the database using the mysql command-line client? -------------- next part -------------- An HTML attachment was scrubbed... URL: From lab at pacbell.net Fri Jun 22 18:06:46 2012 From: lab at pacbell.net (20/20 Lab) Date: Fri, 22 Jun 2012 15:06:46 -0700 Subject: [rt-users] Fetchmail AuthFail In-Reply-To: <8CF1ED44A9171E4-2A10-A83F@webmail-d130.sysops.aol.com> References: <8CF1EA5CC8A470E-2A10-8718@webmail-d130.sysops.aol.com> <4FE4D39A.70502@pacbell.net> <8CF1ED44A9171E4-2A10-A83F@webmail-d130.sysops.aol.com> Message-ID: <4FE4EC76.1000009@pacbell.net> Have you tried your full email address as your user name? "helpdesk at ticket.co.it" instead of just "helpdesk" most servers wont auth without the full email address anymore. -Matt On 06/22/2012 2:22 PM, Borngunners wrote: > set daemon 60 > set invisible > set no bouncemail > set no syslog > set logfile /var/log/fetchmail.log > poll mailserver.ticket.co.it protocol pop3 username "helpdesk" > password "********" mda "/usr/bin/rt-mailgate --queue general --action > correspond --$ > > > > > > > > -----Original Message----- > From: 20/20 Lab > To: rt-users > Sent: Fri, Jun 22, 2012 4:21 pm > Subject: Re: [rt-users] Fetchmail AuthFail > > On 06/22/2012 8:49 AM, Borngunners wrote: >> fetchmail: Query status=3 (AUTHFAIL) >> fetchmail: Warning: the connection is insecure, continuing anyways. >> (Better use --sslcertck!) >> fetchmail: Authorization failure on helpdesk at ticket.co.it >> fetchmail: For help, see http://www.fetchmail.info/fetchmail-FAQ.html#R15 >> >> >> Please help > any chance of posting your fetchmailrc ? Most common problem with > this error is the lack of single quotes (') around the email address > and password. > > -Matt > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtusers-20090205 at billmail.scconsult.com Fri Jun 22 19:32:43 2012 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Fri, 22 Jun 2012 19:32:43 -0400 Subject: [rt-users] Error creating tickets In-Reply-To: <8CF1ED4A1E3F091-2A10-A863@webmail-d130.sysops.aol.com> References: <8CF1E08347C24F2-2A10-4483@webmail-d130.sysops.aol.com> <9B990C50-1F8C-40B2-A828-0D364EB5D4B9@billmail.scconsult.com> <8CF1ED4A1E3F091-2A10-A863@webmail-d130.sysops.aol.com> Message-ID: <823F4D14-CCF3-4324-BA5B-B3666D03EDE0@billmail.scconsult.com> On 22 Jun 2012, at 17:25, Borngunners wrote: > I can access the database using the mysql command line... The database > was dumped from a previous RT database with 3.8 version and restored > to a newly created RT database with 4.02 version on a different > machine... Everything else looks like okay except creating tickets... That leaves doing the database conversion from 3.8.x to 4.x as the most likely reason for a problem. Did you run "make upgrade" AND "make upgrade-database" with the database running? > -----Original Message----- > From: Bill Cole > To: RT-Users at lists.bestpractical.com > > Sent: Fri, Jun 22, 2012 4:51 pm > Subject: Re: [rt-users] Error creating tickets > > > On 22 Jun 2012, at 6:55, Al Kay wrote: > >> [Thu Jun 21 21:09:47 2012] [error]: Couldn't create a ticket group of >> type 'Requestor' for ticket 879: Could not create group >> (/opt/rt4/sbi$ >> [Thu Jun 21 21:09:47 2012] [crit]: Couldn't create ticket groups for >> ticket 879. aborting Ticket creation. >> (/opt/rt4/sbin/../lib/RT/Ticket.$ >> [Thu Jun 21 21:09:47 2012] [error]: WebRT: Ticket could not be >> created >> due to an internal error (/opt/rt4/share/html/Elements/Error:82) >> [Thu Jun 21 17:13:12 2012] [notice] caught SIGTERM, shutting down >> [Thu Jun 21 17:13:09 2012] [notice] Apache/2.2.22 (Ubuntu) >> PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 >> configured $ >> > > Those log lines are truncated and out of order, so it is hard to trust > that they are accurate and meaningful or to discern much meaning from > them. > > However, the most likely cause of a problem like this is database > misconfiguration. Are you sure that your $DatabaseUser and > $DatabasePassword settings are correct? Can you access the database > using the mysql command-line client? From borngunners at aol.com Fri Jun 22 22:49:47 2012 From: borngunners at aol.com (Alhaji Kargbo) Date: Fri, 22 Jun 2012 22:49:47 -0400 Subject: [rt-users] Error creating tickets Message-ID: <201206230249.q5N2nmvu005399@imr-ma06.mx.aol.com> thanks. Now I can create tickets... -------------- next part -------------- An HTML attachment was scrubbed... URL: From natxo.asenjo at gmail.com Sat Jun 23 10:49:25 2012 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Sat, 23 Jun 2012 16:49:25 +0200 Subject: [rt-users] database authentication (as in RT_SiteConfig.pm) using a kerberos principal Message-ID: hi, Using postgresql (or oracle possibly) it is possible to use kerberos/gssapi to log in the database. If I create a kerberos service principal rt/myserver.domain.tld/MYREALM.TLD I can login the postgresql database with a keytab for this principal. How can I tell the request tracker application it has to use this keytab instead of setting a username/password in clear text in a config file? This would be a huge security improvement IMO. With other apps I can use the KRB5CCNAME variable to specify where the ticket cache file is and use that. Could something like this be possible? TIA, -- Groeten, natxo -------------- next part -------------- An HTML attachment was scrubbed... URL: From josh at prorivertech.com Sat Jun 23 15:19:22 2012 From: josh at prorivertech.com (Josh Hopkins) Date: Sat, 23 Jun 2012 14:19:22 -0500 Subject: [rt-users] Templates in HTML Message-ID: <689A1933F8EE7743BC101464DD9F3F0405B9318F@MBX30.exg5.exghost.com> Is there a way to add HTML within the templates? For example it would been nice to have a footer image at the bottom of the autoresponse that has our logo in it. Is this possible? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From borngunners at aol.com Sat Jun 23 17:58:08 2012 From: borngunners at aol.com (Borngunners) Date: Sat, 23 Jun 2012 17:58:08 -0400 (EDT) Subject: [rt-users] Fetchmail AuthFail In-Reply-To: <4FE4EC76.1000009@pacbell.net> References: <8CF1EA5CC8A470E-2A10-8718@webmail-d130.sysops.aol.com> <4FE4D39A.70502@pacbell.net> <8CF1ED44A9171E4-2A10-A83F@webmail-d130.sysops.aol.com> <4FE4EC76.1000009@pacbell.net> Message-ID: <8CF1FA268D13B84-29FC-B71E@webmail-m092.sysops.aol.com> I have made the changes as suggested with the full email address and I am still having error messages: root at helpdesks:~# tail .f /var/log/fetchmail.log tail: cannot open `.f' for reading: No such file or directory ==> /var/log/fetchmail.log <== fetchmail: Warning: the connection is insecure, continuing anyways. (Better use --sslcertck!) fetchmail: Authorization failure on helpdesk at ticket.co.it fetchmail: For help, see http://www.fetchmail.info/fetchmail-FAQ.html#R15 fetchmail: Query status=3 (AUTHFAIL) fetchmail: Warning: the connection is insecure, continuing anyways. (Better use --sslcertck!) fetchmail: Authorization failure on helpdesk at ticket.co.it fetchmail: For help, see http://www.fetchmail.info/fetchmail-FAQ.html#R15 fetchmail: Query status=3 (AUTHFAIL) fetchmail: restarting fetchmail (/etc/fetchmailrc changed) fetchmail:/etc/fetchmailrc:6: syntax error at "/usr/bin/rt-mailgate --queue general --action correspond --url http://localhost/rt" -----Original Message----- From: 20/20 Lab To: Borngunners Cc: rt-users Sent: Fri, Jun 22, 2012 6:06 pm Subject: Re: [rt-users] Fetchmail AuthFail Have you tried your full email address as your user name? "helpdesk at ticket.co.it" instead of just "helpdesk" most servers wont auth without the full email address anymore. -Matt On 06/22/2012 2:22 PM, Borngunners wrote: set daemon 60 set invisible set no bouncemail set no syslog set logfile /var/log/fetchmail.log poll mailserver.ticket.co.it protocol pop3 username "helpdesk" password "********" mda "/usr/bin/rt-mailgate --queue general --action correspond --$ -----Original Message----- From: 20/20 Lab To: rt-users Sent: Fri, Jun 22, 2012 4:21 pm Subject: Re: [rt-users] Fetchmail AuthFail On 06/22/2012 8:49 AM, Borngunners wrote: fetchmail: Query status=3 (AUTHFAIL) fetchmail: Warning: the connection is insecure, continuing anyways. (Better use --sslcertck!) fetchmail: Authorization failure on helpdesk at ticket.co.it fetchmail: For help, see http://www.fetchmail.info/fetchmail-FAQ.html#R15 Please help any chance of posting your fetchmailrc ? Most common problem with this error is the lack of single quotes (') around the email address and password. -Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From josh at prorivertech.com Sat Jun 23 18:54:35 2012 From: josh at prorivertech.com (Josh Hopkins) Date: Sat, 23 Jun 2012 17:54:35 -0500 Subject: [rt-users] Templates in HTML In-Reply-To: <689A1933F8EE7743BC101464DD9F3F0405B9318F@MBX30.exg5.exghost.com> References: <689A1933F8EE7743BC101464DD9F3F0405B9318F@MBX30.exg5.exghost.com> Message-ID: <689A1933F8EE7743BC101464DD9F3F0405B931A1@MBX30.exg5.exghost.com> So I found where you can add Content-Type: html/text to the top of a template and you will get a nice html output. The only problem that I have found is that it places 'Content-Type: html/text' at the top of the email body. Any way of hiding from being displayed? From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Josh Hopkins Sent: Saturday, June 23, 2012 1:19 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Templates in HTML Is there a way to add HTML within the templates? For example it would been nice to have a footer image at the bottom of the autoresponse that has our logo in it. Is this possible? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at mhcsoftware.de Sun Jun 24 08:46:55 2012 From: lists at mhcsoftware.de (Matthias Henze) Date: Sun, 24 Jun 2012 14:46:55 +0200 Subject: [rt-users] Do not send auto replies to one e-mail address Message-ID: <4FE70C3F.7090109@mhcsoftware.de> Hi, I've setup my asterisk with an IVR which allows customers to open tickets by phone. These tickets are sent from an special internal e-mail address. I don't want RT to send an auto reply if an mail arrives sent by this special address. What do I have to do to get 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 rs at plusw.de Sun Jun 24 12:34:15 2012 From: rs at plusw.de (Rolf Schaufelberger) Date: Sun, 24 Jun 2012 18:34:15 +0200 Subject: [rt-users] Sorting order of dashboards In-Reply-To: <4FCCBD8A.4090301@bestpractical.com> References: <4FCCBB70.5060808@cert.europa.eu> <4FCCBD8A.4090301@bestpractical.com> Message-ID: <45052E76-2387-41CF-A48D-9737AD2F77A7@plusw.de> Same problem. Am 04.06.2012 um 15:52 schrieb Thomas Sibley: > On 06/04/2012 09:43 AM, Marco Thorbruegge wrote: >> Is that still supposed to work in 4.0.5, as it does not show any result? >> The sorting order is still according to the ID. >> >> I tried both to put the callback in >> >> /opt/rt4/local/html/Callbacks/CustomDashboardSort/Dashboards/index.html/MassageDashboards > > That callback example on the wiki won't work in RT 4.x. Take a look at > the ListOfDashboards component under Dashboards/Elements/ for where the > new MassageDashboards callback location is. You'll also need to adjust > args. > > Thomas I cann't find a callback named MassageDashboards. In ListOfDashboards I see a callback ModifyDashboards and when I create this callback it works, yet ListOfDashboards shows the dashboards in the menu from the navbar, While sorting works, can I also increase the number of dashboards shown ? But more importand to me: How can I modify the sort order of Dashboards in Dashboards/index.html ? Rolf Schaufelberger From rs at plusw.de Sun Jun 24 12:50:07 2012 From: rs at plusw.de (Rolf Schaufelberger) Date: Sun, 24 Jun 2012 18:50:07 +0200 Subject: [rt-users] Saved search group by custom field Message-ID: I have a queue with a custom field 'customer'. Now I would like to get a list showing the custom field name and the number of open tickets assigned to this customer . oder by the number of tickets Currently I have a dashboard for each customer, but I cannot find a way how to sort the dashboards ( other thread).And having a saved search seems to make more sense to me. But how can I add create such a search ? Rolf Schaufelberger From ruz at bestpractical.com Mon Jun 25 09:20:50 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 25 Jun 2012 17:20:50 +0400 Subject: [rt-users] Customize ticket display based on a CF In-Reply-To: <4ED6CBC5-E555-4207-934F-DB2693E5FFC9@rediris.es> References: <4ED6CBC5-E555-4207-934F-DB2693E5FFC9@rediris.es> Message-ID: Hi, Sure it's doable. Display.html has Init callback where you can check CF value and show completely different page. On Thu, May 31, 2012 at 3:08 PM, Carlos Fuentes Bermejo wrote: > Hiya, > > I would like to know if it is possible to customize the webui of the ticket depending on the value of a CF, at least I would like to know if I can modify the CFs combo to show different set of CFs depending on the value of one CF. > > Best, > Carlos > -- Best regards, Ruslan. From ruz at bestpractical.com Mon Jun 25 09:22:20 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 25 Jun 2012 17:22:20 +0400 Subject: [rt-users] Wildcard in queue search changed from 3.8.8 to 4.0.5? In-Reply-To: <4FC75F86.3010709@gastabud.com> References: <4FC75F86.3010709@gastabud.com> Message-ID: On Thu, May 31, 2012 at 4:09 PM, Claes Jansson wrote: > Hi! > > In 3.8.8 I used a advanced search like this: > > ( Status = 'open' OR Status = 'new' OR Status = 'stalled' ) AND CF.{Schakt} > = 'Bestallt' AND Queue NOT LIKE 'Projekt_%' > > This works only partly in 4.0.5. ?It works when i use the query on the > "Dashboard" but when a user click on the headline to "focus" on that query > it returns blank, zero tickets. > > I guess it's because the '%' is handled differently, does anyone have a > workaround for this? > Report a bug report. > ? ?//Claes > > -- Best regards, Ruslan. From ruz at bestpractical.com Mon Jun 25 09:23:44 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 25 Jun 2012 17:23:44 +0400 Subject: [rt-users] Disable notification In-Reply-To: <3B9178D874F56F47B616AB50C01F7B770D375D9A@GRUPRD8002MB111.lamprd80.prod.outlook.com> References: <3B9178D874F56F47B616AB50C01F7B770D375D9A@GRUPRD8002MB111.lamprd80.prod.outlook.com> Message-ID: On Wed, May 30, 2012 at 12:15 AM, Diaulas Castro wrote: > Is there way to disable notification to users that arent allowed to Create > ticket? Only by hacking lib/RT/Interface/Email.pm or nearby files. I think it was discussed a few times. > > > > I got this reply from RT: ?????No permission to create tickets in the queue > 'QUEUE'? -- Best regards, Ruslan. From ruz at bestpractical.com Mon Jun 25 09:27:39 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 25 Jun 2012 17:27:39 +0400 Subject: [rt-users] Lost RT server, reinstall 3.8 or upgrade to 4 preserving database? In-Reply-To: References: Message-ID: On Sun, Jun 3, 2012 at 9:46 PM, Brian Buchanan wrote: > > I have lost my RT3 server, and it's backup. ?I still have the database in > Oracle, which was on another machine. > > I'm looking for advice on how to approach this reinstallation. ?I do not > know the exact version of RT3, I think it was 3.8.8 but is there anyway to > determine that by looking at the Database? > > I'm considering installing RT4 on a new machine and proceeding as an > upgrade. ?The only mod I had was LDAP (Active Directory) Authentication, I > haven't found out if RT4 supports that itself, or if I need to find that mod > again. > > Thanks again for any advice. We don't store RT version in DB (we have code, but it's aimed at 4.2+). The only option is to review 3.8.x upgrade scripts and see which are safe to re-run or was run already. > > Brian > -- Best regards, Ruslan. From chris at thetrafalgartravel.com Mon Jun 25 10:21:48 2012 From: chris at thetrafalgartravel.com (Chris Preston) Date: Mon, 25 Jun 2012 09:21:48 -0500 Subject: [rt-users] FW: rt3 Attachement Table Issue Message-ID: Hello All My Network guy is having a problem with RT and the attachment file, has anyone had this error before and how do you think we should proceed. The person who set it up in the first place left suddenly and we don't have much support Regards _____ From: Ivan Arias [mailto:ivan at thetrafalgartravel.com] Sent: Monday, June 25, 2012 8:27 AM To: 'Chris Preston' Cc: 'Tanielle' Subject: rt3 Attachement Table Issue Good morning Chris/Tanielle This morning I did try to backup the Attachment after change a parameter innodb_force_recovery = 4 on the my.cnf follow instruction on documentation http://dev.mysql.com/doc/refman/5.0/en/forcing-innodb-recovery.html that Tanielle send me and with value of 4 I get this when I try to backup the rt3 db 07:32:54 Dumping rt3 (Scrips) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmpnfi85u.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "Scrips" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `Scrips`': Incorrect key file for table 'Scrips'; try to repair it (1034) Operation failed with exitcode 2 07:32:54 Dumping rt3 (Tickets) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmpbhepzb.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "Tickets" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `Tickets`': Incorrect key file for table 'Tickets'; try to repair it (1034) Operation failed with exitcode 2 07:32:54 Dumping rt3 (FM_Articles) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmp5y25y8.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "FM_Articles" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `FM_Articles`': Incorrect key file for table 'FM_Articles'; try to repair it (1034) Operation failed with exitcode 2 07:32:54 Dumping rt3 (sessions) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmppnfsmy.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "sessions" 07:32:58 Dumping rt3 (CustomFieldValues) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmpc8shb_.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "CustomFieldValues" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `CustomFieldValues`': Incorrect key file for table 'CustomFieldValues'; try to repair it (1034) Operation failed with exitcode 2 07:32:58 Dumping rt3 (Queues) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmpbwkutk.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "Queues" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `Queues`': Incorrect key file for table 'Queues'; try to repair it (1034) Operation failed with exitcode 2 07:32:58 Dumping rt3 (GroupMembers) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmpjmryjd.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "GroupMembers" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `GroupMembers`': Incorrect key file for table 'GroupMembers'; try to repair it (1034) Operation failed with exitcode 2 07:32:58 Dumping rt3 (ACL) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmptsrhum.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "ACL" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `ACL`': Incorrect key file for table 'ACL'; try to repair it (1034) Operation failed with exitcode 2 07:32:58 Dumping rt3 (Attributes) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmpyrhiwo.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "Attributes" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `Attributes`': Incorrect key file for table 'Attributes'; try to repair it (1034) Operation failed with exitcode 2 07:32:59 Dumping rt3 (CustomFields) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmpnvs_ku.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "CustomFields" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `CustomFields`': Incorrect key file for table 'CustomFields'; try to repair it (1034) Operation failed with exitcode 2 07:32:59 Dumping rt3 (Principals) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmpomlfuo.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "Principals" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `Principals`': Incorrect key file for table 'Principals'; try to repair it (1034) Operation failed with exitcode 2 07:32:59 Dumping rt3 (ObjectCustomFieldValues) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmpm0exy6.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "ObjectCustomFieldValues" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `ObjectCustomFieldValues`': Incorrect key file for table 'ObjectCustomFieldValues'; try to repair it (1034) Operation failed with exitcode 2 07:32:59 Dumping rt3 (Attachments) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmp_qg2ag.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "Attachments" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `Attachments`': Incorrect key file for table 'Attachments'; try to repair it (1034) Operation failed with exitcode 2 07:32:59 Dumping rt3 (Templates) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmp0li6bx.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "Templates" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `Templates`': Incorrect key file for table 'Templates'; try to repair it (1034) Operation failed with exitcode 2 07:32:59 Dumping rt3 (Users) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmpw1tk7u.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "Users" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `Users`': Incorrect key file for table 'Users'; try to repair it (1034) Operation failed with exitcode 2 07:32:59 Dumping rt3 (Links) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmpkkzz7f.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "Links" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `Links`': Incorrect key file for table 'Links'; try to repair it (1034) Operation failed with exitcode 2 07:33:00 Dumping rt3 (Transactions) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmplunr8o.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "Transactions" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `Transactions`': Incorrect key file for table 'Transactions'; try to repair it (1034) Operation failed with exitcode 2 07:33:01 Dumping rt3 (FM_Classes) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmpvyg8t6.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "FM_Classes" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `FM_Classes`': Incorrect key file for table 'FM_Classes'; try to repair it (1034) Operation failed with exitcode 2 07:33:01 Dumping rt3 (ScripActions) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmpe22lqh.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "ScripActions" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `ScripActions`': Incorrect key file for table 'ScripActions'; try to repair it (1034) Operation failed with exitcode 2 07:33:01 Dumping rt3 (FM_ObjectTopics) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmp_h1wvk.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "FM_ObjectTopics" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `FM_ObjectTopics`': Incorrect key file for table 'FM_ObjectTopics'; try to repair it (1034) Operation failed with exitcode 2 07:33:01 Dumping rt3 (ScripConditions) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmpjnh3wo.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "ScripConditions" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `ScripConditions`': Incorrect key file for table 'ScripConditions'; try to repair it (1034) Operation failed with exitcode 2 07:33:01 Dumping rt3 (Groups) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmpnkzepo.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "Groups" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `Groups`': Incorrect key file for table 'Groups'; try to repair it (1034) Operation failed with exitcode 2 07:33:01 Dumping rt3 (ObjectCustomFields) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmpfnkbug.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "ObjectCustomFields" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `ObjectCustomFields`': Incorrect key file for table 'ObjectCustomFields'; try to repair it (1034) Operation failed with exitcode 2 07:33:02 Dumping rt3 (FM_Topics) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmpp2ut3r.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "FM_Topics" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `FM_Topics`': Incorrect key file for table 'FM_Topics'; try to repair it (1034) Operation failed with exitcode 2 07:33:02 Dumping rt3 (CachedGroupMembers) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmp4axxy_.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "CachedGroupMembers" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `CachedGroupMembers`': Incorrect key file for table 'CachedGroupMembers'; try to repair it (1034) Operation failed with exitcode 2 07:33:03 Export of C:\Documents and Settings\ivan\My Documents\dumps\Dump20120625 has finished with 24 errors 07:33:49 Dumping rt3 (Attachments) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmp6127qj.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "Attachments" mysqldump: Couldn't execute 'SELECT /*!40001 SQL_NO_CACHE */ * FROM `Attachments`': Incorrect key file for table 'Attachments'; try to repair it (1034) Operation failed with exitcode 2 07:33:50 Export of C:\Documents and Settings\ivan\My Documents\dumps\Dump20120625-1 has finished with 1 errors Then I change the value to innodb_force_recovery = 3 and I try to backup only the Attachment table and I get this: 07:35:59 Dumping rt3 (Attachments) Running: mysqldump.exe --defaults-extra-file="c:\docume~1\ivan\locals~1\temp\tmpmbjvyi.cnf" --user=ivan --max_allowed_packet=1G --host=192.168.0.7 --port=3306 --default-character-set=utf8 "rt3" "Attachments" mysqldump: Error 2013: Lost connection to MySQL server during query when dumping table `Attachments` at row: 356775 Operation failed with exitcode 3 07:42:22 Export of C:\Documents and Settings\ivan\My Documents\dumps\Dump20120625-2 has finished with 1 errors As you can see I did get error again. Some more work(research) need to be done to try to solve this issue with the huge Attachment table. Ivan -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Jun 25 10:32:33 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 25 Jun 2012 10:32:33 -0400 Subject: [rt-users] database authentication (as in RT_SiteConfig.pm) using a kerberos principal In-Reply-To: References: Message-ID: <20120625143233.GL1070@jibsheet.com> On Sat, Jun 23, 2012 at 04:49:25PM +0200, Natxo Asenjo wrote: > Using postgresql (or oracle possibly) it is possible to use kerberos/gssapi to log in the > database. > > If I create a kerberos service principal rt/myserver.domain.tld/MYREALM.TLD I can login the > postgresql database with a keytab for this principal. > > How can I tell the request tracker application it has to use this keytab instead of setting a > username/password in clear text in a config file? This would be a huge security improvement > IMO. > > With other apps I can use the KRB5CCNAME variable to specify where the ticket cache file is > and use that. If DBD::Pg or DBD::Oracle can do it, then RT should be able to leverage that. You'll need to review the driver documentation for how the configuration needs to be set up. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jun 25 10:33:17 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 25 Jun 2012 10:33:17 -0400 Subject: [rt-users] Templates in HTML In-Reply-To: <689A1933F8EE7743BC101464DD9F3F0405B931A1@MBX30.exg5.exghost.com> References: <689A1933F8EE7743BC101464DD9F3F0405B9318F@MBX30.exg5.exghost.com> <689A1933F8EE7743BC101464DD9F3F0405B931A1@MBX30.exg5.exghost.com> Message-ID: <20120625143317.GM1070@jibsheet.com> On Sat, Jun 23, 2012 at 05:54:35PM -0500, Josh Hopkins wrote: > So I found where you can add Content-Type: html/text to the top of a template and you will get > a nice html output. The only problem that I have found is that it places `Content-Type: > html/text' at the top of the email body. Any way of hiding from being displayed? More information on this is available in /opt/rt4/docs/customizing/templates.pod -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jun 25 10:33:49 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 25 Jun 2012 10:33:49 -0400 Subject: [rt-users] Do not send auto replies to one e-mail address In-Reply-To: <4FE70C3F.7090109@mhcsoftware.de> References: <4FE70C3F.7090109@mhcsoftware.de> Message-ID: <20120625143349.GN1070@jibsheet.com> On Sun, Jun 24, 2012 at 02:46:55PM +0200, Matthias Henze wrote: > I've setup my asterisk with an IVR which allows customers to open > tickets by phone. These tickets are sent from an special internal e-mail > address. I don't want RT to send an auto reply if an mail arrives sent > by this special address. What do I have to do to get this? Edit the user, leave their username as their email address and blank out their email address (you will need to search for the user as it will be an unprivileged user and unlisted). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From diaulas.castro at intersolution.inf.br Mon Jun 25 10:48:04 2012 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Mon, 25 Jun 2012 14:48:04 +0000 Subject: [rt-users] RES: Disable notification In-Reply-To: References: <3B9178D874F56F47B616AB50C01F7B770D375D9A@GRUPRD8002MB111.lamprd80.prod.outlook.com> Message-ID: <3B9178D874F56F47B616AB50C01F7B770D3B3BB3@GRUPRD8002MB111.lamprd80.prod.outlook.com> I've searched but nothing found. Maybe some option like this would be good in future releases. Thanks for your reply Ruslan. -----Mensagem original----- De: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] Em nome de Ruslan Zakirov Enviada em: segunda-feira, 25 de junho de 2012 10:24 Para: Diaulas Castro Cc: rt-users at lists.bestpractical.com Assunto: Re: [rt-users] Disable notification On Wed, May 30, 2012 at 12:15 AM, Diaulas Castro wrote: > Is there way to disable notification to users that arent allowed to > Create ticket? Only by hacking lib/RT/Interface/Email.pm or nearby files. I think it was discussed a few times. > > > > I got this reply from RT: ?????No permission to create tickets in the > queue 'QUEUE'? -- Best regards, Ruslan. From AlexYoung at HousingPartners.co.uk Mon Jun 25 12:35:56 2012 From: AlexYoung at HousingPartners.co.uk (Alex Young) Date: Mon, 25 Jun 2012 17:35:56 +0100 Subject: [rt-users] Adding additional WHOIS searches to RT - Nominet Message-ID: <930F3731A784414087B33E439A55563415F0B7@s-wor-e-001.SCOUTSOFFICE.local> 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? Thanks, Alex From lists at mhcsoftware.de Mon Jun 25 14:22:02 2012 From: lists at mhcsoftware.de (Matthias Henze) Date: Mon, 25 Jun 2012 20:22:02 +0200 Subject: [rt-users] Disable notification In-Reply-To: References: <3B9178D874F56F47B616AB50C01F7B770D375D9A@GRUPRD8002MB111.lamprd80.prod.outlook.com> Message-ID: <4FE8AC4A.30909@mhcsoftware.de> Am 25.06.2012 15:23, schrieb Ruslan Zakirov: > On Wed, May 30, 2012 at 12:15 AM, Diaulas Castro > wrote: >> Is there way to disable notification to users that arent allowed to Create >> ticket? > > > Only by hacking lib/RT/Interface/Email.pm or nearby files. I think it > was discussed a few times. A few times :-) so it looks like a missing feature :-)) Perhaps I can work this around with a queue which does not generate auto replies at all, bound to an other e-mail address. Is this possible? -- 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 borngunners at aol.com Mon Jun 25 14:31:43 2012 From: borngunners at aol.com (Borngunners) Date: Mon, 25 Jun 2012 14:31:43 -0400 (EDT) Subject: [rt-users] Issue with Fetchmail Message-ID: <8CF2117E71AFAE9-2A10-14983@webmail-d130.sysops.aol.com> Still having problems with fetchmail after migrating to RT 4.05 and wanted to use the fetchmail option to get email sent to our helpdesk system instead of users logging into rt to create a ticket... This is the log from running this command root at helpdesks:~# /etc/init.d/fetchmail debug-run /etc/init.d/fetchmail: Initiating debug run of system-wide fetchmail service... /etc/init.d/fetchmail: script will be run in debug mode, all output to forced to /etc/init.d/fetchmail: stdout. This is not enough to debug failures that only /etc/init.d/fetchmail: happen in daemon mode. /etc/init.d/fetchmail: You might want to direct output to a file, and tail -f it. /etc/init.d/fetchmail: Stopping the service... * Stopping mail retriever agent: [ OK ] /etc/init.d/fetchmail: exit status of service stop was: 0 /etc/init.d/fetchmail: RUNUSER is fetchmail /etc/init.d/fetchmail: OPTIONS would be -f /etc/fetchmailrc --pidfile /var/run/fetchmail/fetchmail.pid /etc/init.d/fetchmail: Starting service in nodetach mode, hit ^C (SIGINT/intr) to finish run... fetchmail: Old UID list from ticket.co.it: fetchmail: Scratch list of UIDs: fetchmail: starting fetchmail 6.3.21 daemon fetchmail: 6.3.21 querying ticket.co.it (protocol POP3) at Mon 25 Jun 2012 02:13:50 PM EDT: poll started fetchmail: Trying to connect to 128.8.222.167/110...connected. fetchmail: POP3< +OK zimbra.ticket.co.it Zimbra POP3 server ready fetchmail: POP3> CAPA fetchmail: POP3< +OK Capability list follows fetchmail: POP3< TOP fetchmail: POP3< USER fetchmail: POP3< UIDL fetchmail: POP3< STLS fetchmail: POP3< SASL PLAIN X-ZIMBRA fetchmail: POP3< EXPIRE 31 USER fetchmail: POP3< XOIP fetchmail: POP3< IMPLEMENTATION ZimbraInc fetchmail: POP3< . fetchmail: POP3> STLS fetchmail: POP3< +OK Begin TLS negotiation fetchmail: Certificate chain, from root to peer, starting at depth 3: fetchmail: Issuer Organization: GTE Corporation fetchmail: Issuer CommonName: GTE CyberTrust Global Root fetchmail: Subject CommonName: GTE CyberTrust Global Root fetchmail: Certificate at depth 2: fetchmail: Issuer Organization: GTE Corporation fetchmail: Issuer CommonName: GTE CyberTrust Global Root fetchmail: Subject CommonName: DigiCert High Assurance EV Root CA fetchmail: Certificate at depth 1: fetchmail: Issuer Organization: DigiCert Inc fetchmail: Issuer CommonName: DigiCert High Assurance EV Root CA fetchmail: Subject CommonName: DigiCert High Assurance CA-3 fetchmail: Server certificate: fetchmail: Issuer Organization: DigiCert Inc fetchmail: Issuer CommonName: DigiCert High Assurance CA-3 fetchmail: Subject CommonName: zimbra.ticket.co.it fetchmail: Subject Alternative Name: zimbra.ticket.co.it fetchmail: Server CommonName mismatch: zimbra.ticket.co.it != ticket.co.it fetchmail: ticket.co.it key fingerprint: 70:02:AF:9B:46:02:C1:12:F0:52:69:0D:EE:99:3A:EC fetchmail: Warning: the connection is insecure, continuing anyways. (Better use --sslcertck!) fetchmail: POP3> CAPA fetchmail: POP3< +OK Capability list follows fetchmail: POP3< TOP fetchmail: POP3< USER fetchmail: POP3< UIDL fetchmail: POP3< STLS fetchmail: POP3< SASL PLAIN X-ZIMBRA fetchmail: POP3< EXPIRE 31 USER fetchmail: POP3< XOIP fetchmail: POP3< IMPLEMENTATION ZimbraInc fetchmail: POP3< . fetchmail: ticket.co.it: upgrade to TLS succeeded. fetchmail: POP3> USER helpdesk fetchmail: POP3< +OK hello helpdesk, please enter your password fetchmail: POP3> PASS * fetchmail: POP3< -ERR invalid username/password fetchmail: invalid username/password fetchmail: Authorization failure on helpdesk at ticket.co.it fetchmail: For help, see http://www.fetchmail.info/fetchmail-FAQ.html#R15 fetchmail: POP3> QUIT fetchmail: POP3< +OK zimbra.ticket.co.it Zimbra POP3 server closing connection fetchmail: 6.3.21 querying ticket.co.it (protocol POP3) at Mon 25 Jun 2012 02:13:50 PM EDT: poll completed fetchmail: Merged UID list from ticket.co.it: fetchmail: Query status=3 (AUTHFAIL) fetchmail: sleeping at Mon 25 Jun 2012 02:13:50 PM EDT for 60 seconds Please help -------------- next part -------------- An HTML attachment was scrubbed... URL: From natxo.asenjo at gmail.com Mon Jun 25 14:33:38 2012 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Mon, 25 Jun 2012 20:33:38 +0200 Subject: [rt-users] database authentication (as in RT_SiteConfig.pm) using a kerberos principal In-Reply-To: <20120625143233.GL1070@jibsheet.com> References: <20120625143233.GL1070@jibsheet.com> Message-ID: On Mon, Jun 25, 2012 at 4:32 PM, Kevin Falcone wrote: > On Sat, Jun 23, 2012 at 04:49:25PM +0200, Natxo Asenjo wrote: > > Using postgresql (or oracle possibly) it is possible to use > kerberos/gssapi to log in the > > database. > > > > If I create a kerberos service principal > rt/myserver.domain.tld/MYREALM.TLD I can login the > > postgresql database with a keytab for this principal. > > > > How can I tell the request tracker application it has to use this > keytab instead of setting a > > username/password in clear text in a config file? This would be a > huge security improvement > > IMO. > > > > With other apps I can use the KRB5CCNAME variable to specify where > the ticket cache file is > > and use that. > > If DBD::Pg or DBD::Oracle can do it, then RT should be able to > leverage that. You'll need to review the driver documentation for how > the configuration needs to be set up. > > DBI with the postgres driver can do it (I suppose that is DBD::Pg, correct me if I am wrong). I have created a service principal rt/webserver01.ipa.asenjo.nx and added a postgresql login role in the postgresql server with the same name, no passwords. After that I retrieved the keytab for the service principal and saved it in a file rt.keytab. Then I wrote this snippet: use strict; use warnings; use Authen::Krb5::Easy qw( kinit kdestroy kerror ); my $keytab = '/home/admin/rt.keytab'; my $ccache = '/tmp/rt.ccache'; my $principal = 'rt/webserver01.ipa.asenjo.nx'; print $principal, "\n"; $ENV{KRB5CCNAME} = $ccache; kinit( $keytab, $principal ) || die kerror(); use DBI; my $dbhost = "postgres.ipa.asenjo.nx"; my $dbh = DBI->connect( "DBI:Pg:dbname=template1;host=$dbhost",$principal,''); my $sth = $dbh->prepare("select usename from pg_catalog.pg_user") ; $sth->execute(); # save the postgres roles in value of hash, key not important my %postgres_roles; while ( my @data = $sth->fetchrow_array() ) { $postgres_roles{$data[0]} = $data[0]; } print %postgres_roles; And I see the list of roles in the postgresql server, so it works using the kerberos principal. So how can I tell rt to look in the kerberos cache file for its kerberos credentials? TIA, -- natxo -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Jun 25 14:44:21 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 25 Jun 2012 22:44:21 +0400 Subject: [rt-users] Disable Squelch-Replies-To or un-squelching? In-Reply-To: References: Message-ID: On Tue, May 22, 2012 at 1:10 PM, Ida Wellner wrote: > RT-Squelch-Replies-To: ida.wellner at su.se > RT-DetectedAutoGenerated: true > > Is there any way of disabling this to prevent it from happening or > "un-squelching" once it has happened? Either globally or just for these > particular tickets using a scrip (I'm already doing other stuff to them > using a scrip). I understand that the overall purpose is to prevent mail > loops from other systems, but we're already handling the cases where other > known RT instances e-mail our RT by excluding certain from-adresses in the > autoreply scrips, so if turning the whole thing off is an option somehow I > think that would be relatively safe. We're on?RT 3.8.8. Grep for RT-DetectedAutoGenerated in RT code. It's used in two places. Nearby you will find how RT detects generated emails. The right thing to do is to change the form to send email that doesn't look like generated. Everything else sounds like playing with fire. If you expect (auto)reply to an email then it shouldn't be marked as autogenerated or with headers that are used to avoid auro-replies. -- Best regards, Ruslan. From ruz at bestpractical.com Mon Jun 25 15:38:10 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 25 Jun 2012 23:38:10 +0400 Subject: [rt-users] Hiding "Basics" box? In-Reply-To: <4FBCF996.9060408@eggycrew.com> References: <4FBCF996.9060408@eggycrew.com> Message-ID: On Wed, May 23, 2012 at 6:52 PM, Russell Jones wrote: > Hi all, > > We have a queue we use as a "collaboration" queue in that tickets do not > follow an open-reply-resolved life cycle. Instead they are a quick "I did > this today" ticket, and the system auto-resolves it after 14 days. > > We would like to hide the "Basics" box in this queue, but I am unable to > find how to do this. Is it possible? Use JS/CSS trickery. With a callback place JS that adds "hidden" class to the box if queue is X. > > > Thanks! -- Best regards, Ruslan. From lists at mhcsoftware.de Mon Jun 25 15:40:56 2012 From: lists at mhcsoftware.de (Matthias Henze) Date: Mon, 25 Jun 2012 21:40:56 +0200 Subject: [rt-users] Do not send auto replies to one e-mail address In-Reply-To: <20120625143349.GN1070@jibsheet.com> References: <4FE70C3F.7090109@mhcsoftware.de> <20120625143349.GN1070@jibsheet.com> Message-ID: <4FE8BEC8.5040800@mhcsoftware.de> Am 25.06.2012 16:33, schrieb Kevin Falcone: > On Sun, Jun 24, 2012 at 02:46:55PM +0200, Matthias Henze wrote: >> I've setup my asterisk with an IVR which allows customers to open >> tickets by phone. These tickets are sent from an special internal e-mail >> address. I don't want RT to send an auto reply if an mail arrives sent >> by this special address. What do I have to do to get this? > > Edit the user, leave their username as their email address and blank > out their email address (you will need to search for the user as it > will be an unprivileged user and unlisted). Thanks Kevin, after I found out how to edit a "user" (as not all are displayed in the list) I've removed the address and now it works as expected. -- 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 lab at pacbell.net Mon Jun 25 16:35:20 2012 From: lab at pacbell.net (20/20 Lab) Date: Mon, 25 Jun 2012 13:35:20 -0700 Subject: [rt-users] Issue with Fetchmail In-Reply-To: <8CF2117E71AFAE9-2A10-14983@webmail-d130.sysops.aol.com> References: <8CF2117E71AFAE9-2A10-14983@webmail-d130.sysops.aol.com> Message-ID: <4FE8CB88.3050408@pacbell.net> On 06/25/2012 11:31 AM, Borngunners wrote: > Still having problems with fetchmail after migrating to RT 4.05 and > wanted to use the fetchmail option to get email sent to our helpdesk > system instead of users logging into rt to create a ticket... This is > the log from running this command > > root at helpdesks:~# /etc/init.d/fetchmail debug-run > > /etc/init.d/fetchmail: Initiating debug run of system-wide fetchmail > service... > /etc/init.d/fetchmail: script will be run in debug mode, all output to > forced to > /etc/init.d/fetchmail: stdout. This is not enough to debug failures > that only > /etc/init.d/fetchmail: happen in daemon mode. > /etc/init.d/fetchmail: You might want to direct output to a file, and > tail -f it. > /etc/init.d/fetchmail: Stopping the service... > * Stopping mail retriever agent: [ OK ] > /etc/init.d/fetchmail: exit status of service stop was: 0 > /etc/init.d/fetchmail: RUNUSER is fetchmail > /etc/init.d/fetchmail: OPTIONS would be -f /etc/fetchmailrc --pidfile > /var/run/fetchmail/fetchmail.pid > /etc/init.d/fetchmail: Starting service in nodetach mode, hit ^C > (SIGINT/intr) to finish run... > fetchmail: Old UID list from ticket.co.it: > fetchmail: Scratch list of UIDs: > fetchmail: starting fetchmail 6.3.21 daemon > fetchmail: 6.3.21 querying ticket.co.it (protocol POP3) at Mon 25 Jun > 2012 02:13:50 PM EDT: poll started > fetchmail: Trying to connect to 128.8.222.167/110...connected. > fetchmail: POP3< +OK zimbra.ticket.co.it Zimbra POP3 server ready > fetchmail: POP3> CAPA > fetchmail: POP3< +OK Capability list follows > fetchmail: POP3< TOP > fetchmail: POP3< USER > fetchmail: POP3< UIDL > fetchmail: POP3< STLS > fetchmail: POP3< SASL PLAIN X-ZIMBRA > fetchmail: POP3< EXPIRE 31 USER > fetchmail: POP3< XOIP > fetchmail: POP3< IMPLEMENTATION ZimbraInc > fetchmail: POP3< . > fetchmail: POP3> STLS > fetchmail: POP3< +OK Begin TLS negotiation > fetchmail: Certificate chain, from root to peer, starting at depth 3: > fetchmail: Issuer Organization: GTE Corporation > fetchmail: Issuer CommonName: GTE CyberTrust Global Root > fetchmail: Subject CommonName: GTE CyberTrust Global Root > fetchmail: Certificate at depth 2: > fetchmail: Issuer Organization: GTE Corporation > fetchmail: Issuer CommonName: GTE CyberTrust Global Root > fetchmail: Subject CommonName: DigiCert High Assurance EV Root CA > fetchmail: Certificate at depth 1: > fetchmail: Issuer Organization: DigiCert Inc > fetchmail: Issuer CommonName: DigiCert High Assurance EV Root CA > fetchmail: Subject CommonName: DigiCert High Assurance CA-3 > fetchmail: Server certificate: > fetchmail: Issuer Organization: DigiCert Inc > fetchmail: Issuer CommonName: DigiCert High Assurance CA-3 > fetchmail: Subject CommonName: zimbra.ticket.co.it > fetchmail: Subject Alternative Name: zimbra.ticket.co.it > fetchmail: Server CommonName mismatch: zimbra.ticket.co.it != ticket.co.it > fetchmail: ticket.co.it key fingerprint: > 70:02:AF:9B:46:02:C1:12:F0:52:69:0D:EE:99:3A:EC > fetchmail: Warning: the connection is insecure, continuing anyways. > (Better use --sslcertck!) > fetchmail: POP3> CAPA > fetchmail: POP3< +OK Capability list follows > fetchmail: POP3< TOP > fetchmail: POP3< USER > fetchmail: POP3< UIDL > fetchmail: POP3< STLS > fetchmail: POP3< SASL PLAIN X-ZIMBRA > fetchmail: POP3< EXPIRE 31 USER > fetchmail: POP3< XOIP > fetchmail: POP3< IMPLEMENTATION ZimbraInc > fetchmail: POP3< . > fetchmail: ticket.co.it: upgrade to TLS succeeded. > fetchmail: POP3> USER helpdesk > fetchmail: POP3< +OK hello helpdesk, please enter your password Still looks like your using helpdesk and not helpdesk at ticket.co.it -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Jun 25 17:02:09 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 26 Jun 2012 01:02:09 +0400 Subject: [rt-users] How change favicon.png In-Reply-To: References: Message-ID: On Thu, Jun 21, 2012 at 2:27 PM, Jonathan Khattir wrote: > Hi, I try to change the favicon.png but it's don't work. In apache log i > have this message :'<&' without matching '&>' at > /opt/rt4/local/html/NoAuth/images/favicon.png line 38 > (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) > > How can i change the favicon? Stop apache from serving images dir via RT code. I think this part is covered in the docs shipped with RT. > > Thx -- Best regards, Ruslan. From ruz at bestpractical.com Mon Jun 25 18:12:38 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 26 Jun 2012 02:12:38 +0400 Subject: [rt-users] Adding additional WHOIS searches to RT - Nominet In-Reply-To: <930F3731A784414087B33E439A55563415F0B7@s-wor-e-001.SCOUTSOFFICE.local> References: <930F3731A784414087B33E439A55563415F0B7@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: On Mon, Jun 25, 2012 at 8:35 PM, Alex Young 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 juanjillo at gmail.com Tue Jun 26 03:54:28 2012 From: juanjillo at gmail.com (Juanjo) Date: Tue, 26 Jun 2012 09:54:28 +0200 Subject: [rt-users] Try to migrating from MySQL to Postgres Message-ID: Hi. I try to make a migration in my dev server from MySQL to Postgres. Now im trying to use the scrip from Dario given in this thread http://www.gossamer-threads.com/lists/rt/users/103305 I get this error: [root at rt ~]# ./RTmysqltoPg Migrating ACL... maxid=83 Asked ACL for 2000 starting from 0, got 73 DBD::Pg::st execute failed: ERROR: duplicate key violates unique ?acl_pkey? at ./RTmysqltoPg line 130. Use of uninitialized value $values[6] in join or string at ./RTmysqltoPg line 130. Use of uninitialized value $values[8] in join or string at ./RTmysqltoPg line 130. 2,0,SuperUser,1,0,Group,,1,,RT::System at ./RTmysqltoPg line 130. in the ACL table there aren?t duplicates key for ID. The new database is empty, only generated by # make initialize-database Any help? I attach the script. Thanks. Kindest Regards. -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: RTmysqltoPg Type: application/octet-stream Size: 5111 bytes Desc: not available URL: From alexander.reintzsch at netsystem.de Tue Jun 26 04:05:37 2012 From: alexander.reintzsch at netsystem.de (Alexander Reintzsch) Date: Tue, 26 Jun 2012 10:05:37 +0200 Subject: [rt-users] How change favicon.png In-Reply-To: References: Message-ID: <1340697937.17745.69.camel@alexrz-laptop> Am Dienstag, den 26.06.2012, 01:02 +0400 schrieb Ruslan Zakirov: > On Thu, Jun 21, 2012 at 2:27 PM, Jonathan Khattir > wrote: > > Hi, I try to change the favicon.png but it's don't work. In apache log i > > have this message :'<&' without matching '&>' at > > /opt/rt4/local/html/NoAuth/images/favicon.png line 38 > > (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) > > The problem is the Mason handler. You have got two options. First one is, that you place the icon-file somewhere else (not in RT-folders) where Mason will not try to interpret the file as some part of source code. Second one is a bit more complicated. You need to create a subdirectory where you store the image of the favicon. mkdir -p /opt/rt4/local/html/NoAuth/images/hiddensource Then move the favicon into this folder. mv /opt/rt4/local/html/NoAuth/images/favicon.png /opt/rt4/local/html/NoAuth/images/hiddensource/ Then you create a dhandler-file, which Mason will use when there is no file with that name in the folder. cat </opt/rt4/local/html/NoAuth/images/dhandler <%INIT> use File::Basename; my \$arg = \$m->dhandler_arg; my \$file = dirname(\$m->current_comp->source_file) . '/hiddensource/' . \$arg; RT::Interface::Web->SendStaticFile( File => \$file ); \$m->abort; EOT Because the /opt/rt4/shared/html/NoAuth/images/autohandler exists you need to locally overwrite it. Use the dhandler for this. cp /opt/rt4/local/html/NoAuth/images/dhandler /opt/rt4/local/html/NoAuth/images/autohandler This will make Mason send the static file and will not make it interpret the favicon as some kind of source code. Well and you might need to delete the favicon in /opt/rt4/shared/html/NoAuth/images Because else this one will be used. mv /opt/rt4/shared/html/NoAuth/images/favicon.png /opt/rt4/shared/html/NoAuth/images/favicon.org.png I hope that helps. Greetings, Alex From borngunners at aol.com Tue Jun 26 06:14:48 2012 From: borngunners at aol.com (Alhaji Kargbo) Date: Tue, 26 Jun 2012 06:14:48 -0400 Subject: [rt-users] Issue with Fetchmail Message-ID: <201206261014.q5QAEnft030959@imr-ma02.mx.aol.com> The issue I am having is, if I use the username as helpdesk at ticket.co.it, will end up having helpdesk at ticket.co.it@ticket.co.it, which is not ok for it to authenticate. Now, rt and my email server are on 2 separate box and my email domain name is different from the server. My email SMTP incoming server is zimbra.ticket.co.it and my email domain is ticket.co.it... How do I setup fetchmail to work in this case? -------------- next part -------------- An HTML attachment was scrubbed... URL: From arekm at maven.pl Tue Jun 26 06:25:26 2012 From: arekm at maven.pl (Arkadiusz =?utf-8?q?Mi=C5=9Bkiewicz?=) Date: Tue, 26 Jun 2012 12:25:26 +0200 Subject: [rt-users] attachment filename corrupted Message-ID: <201206261225.26223.arekm@maven.pl> Filename attachments sent with headers like below are getting corrupted name in rt (4.0.6 here). For example instead of "rozmowy wst?pne - rozliczenie za kwiecie?.xlsx" rt displays truncated name "Download rozmowy wst?pne -; application/vnd.openxmlformats-officedocument.spreadsheetml.sheet 6.2k" Any chances to get this fixed? Content-Type: application/vnd.openxmlformats-officedocument.spreadsheetml.sheet; name="rozmowy =?UTF-8?B?d3N0xJlwbmUgLSByb3psaWN6ZW5pZSB6YSBrd2llY2llxYQueGxzeA==?=" Content-Transfer-Encoding: base64 Content-Disposition: attachment; filename*0*=UTF-8''%72%6F%7A%6D%6F%77%79%20%77%73%74%C4%99%70%6E%65%20%2D; filename*1*=%20%72%6F%7A%6C%69%63%7A%65%6E%69%65%20%7A%61%20%6B%77%69%65; filename*2*=%63%69%65%C5%84%2E%78%6C%73%78 -- Arkadiusz Mi?kiewicz, arekm / maven.pl From jonathan.khattir at mobiquithings.net Tue Jun 26 06:32:09 2012 From: jonathan.khattir at mobiquithings.net (Jonathan Khattir) Date: Tue, 26 Jun 2012 12:32:09 +0200 Subject: [rt-users] How change favicon.png In-Reply-To: References: Message-ID: try your second solution, it's works but i all my images which are in local/html/NoAuth/images don't show. So now my css is disgusting !!! 2012/6/21 Jonathan Khattir > Hi, I try to change the favicon.png but it's don't work. In apache log i > have this message :'<&' without matching '&>' at > /opt/rt4/local/html/NoAuth/images/favicon.png line 38 > (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) > > How can i change the favicon? > > Thx > -------------- next part -------------- An HTML attachment was scrubbed... URL: From adisan82 at gmail.com Tue Jun 26 07:09:48 2012 From: adisan82 at gmail.com (Adrian Stel) Date: Tue, 26 Jun 2012 13:09:48 +0200 Subject: [rt-users] How to add link into Login Page Message-ID: Hi All, I would like to add some info on main Lohin Page, befoure you put user/pass. I found two place where it could be done: 1) footer -> for me to small 2) *.po files, message on read field for example rihgt now I have "You are not an authorized user" I would like to have "You are not an authorized user. Please visit link" I know where I should change this but I dont konw how put there a link: first place TangentForLoginWithError('You are not an authorized user'); from -> opt/rt4/lib/RT/Interface/Web.pm second /opt/rt4/share/en.po #: NOT FOUND IN SOURCE msgid "You are not an authorized user please" msgstr "You are not an authorised user please" Perhaps you have better place to put message like "Please register here" etc. -- Pozdrawiam Adrian Stelmaszyk From pedroalb at ebi.ac.uk Tue Jun 26 08:31:15 2012 From: pedroalb at ebi.ac.uk (Pedro Albuquerque) Date: Tue, 26 Jun 2012 13:31:15 +0100 Subject: [rt-users] MaxAttachmentSize Message-ID: <4FE9AB93.4000100@ebi.ac.uk> Hi all, I set this on RT_SiteConfig to Set($MaxAttachmentSize, 67634176) to allow users upload files up to 64MB. # (64MB) However, users can upload files bigger than this size (no error and file is in the ticket); the strangest thing is that in the RT interface it shows every file with size bigger than 64MB having 47.7MB of size. I am using RT 4.0.6 and Oracle DB. Cheers, Pedro. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Jun 26 08:48:23 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 26 Jun 2012 07:48:23 -0500 Subject: [rt-users] MaxAttachmentSize In-Reply-To: <4FE9AB93.4000100@ebi.ac.uk> References: <4FE9AB93.4000100@ebi.ac.uk> Message-ID: <20120626124823.GQ6547@aart.rice.edu> On Tue, Jun 26, 2012 at 01:31:15PM +0100, Pedro Albuquerque wrote: > Hi all, > > I set this on RT_SiteConfig to Set($MaxAttachmentSize, 67634176) to > allow users upload files up to 64MB. # (64MB) > However, users can upload files bigger than this size (no error and > file is in the ticket); the strangest thing is that in the RT > interface it shows every file with size bigger than 64MB having > 47.7MB of size. > > I am using RT 4.0.6 and Oracle DB. > > Cheers, > Pedro. Hi Pedro, I think the file is base64 encoded in the Oracle backend which would imply storing only about 47MB of data. The rest is discarded, hence the 47.7MB sizes. Regards, Ken From Anders.Hansen-Ovre at contra.no Tue Jun 26 09:08:56 2012 From: Anders.Hansen-Ovre at contra.no (=?iso-8859-1?Q?Anders_Hansen-=D8vre?=) Date: Tue, 26 Jun 2012 13:08:56 +0000 Subject: [rt-users] Try to migrating from MySQL to Postgres In-Reply-To: References: Message-ID: <13C4A7DFAD68EA4C9C6222704094B86E56400D47@CONTRADC02.konsulenthuset.as> I used the following after some key issues. Using Pg to request password for local connections /opt/rt4/sbin/rt-setup-database --dba postgres --prompt-for-password --action drop /opt/rt4/sbin/rt-setup-database --dba postgres --prompt-for-password --action create /opt/rt4/sbin/rt-setup-database --dba postgres --prompt-for-password --action schema --datadir /opt/rt4/etc/schema.Pg /opt/rt4/sbin/rt-setup-database --dba postgres --prompt-for-password --action acl --datadir /opt/rt4/etc/acl.Pg Change Pg back to default auth for postgres from local Then run ./RTmysqltoPg --- Anders Fra: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] P? vegne av Juanjo Sendt: 26. juni 2012 09:54 Til: rt-users at lists.bestpractical.com Emne: [rt-users] Try to migrating from MySQL to Postgres Hi. I try to make a migration in my dev server from MySQL to Postgres. Now im trying to use the scrip from Dario given in this thread http://www.gossamer-threads.com/lists/rt/users/103305 I get this error: [root at rt ~]# ./RTmysqltoPg Migrating ACL... maxid=83 Asked ACL for 2000 starting from 0, got 73 DBD::Pg::st execute failed: ERROR: duplicate key violates unique ?acl_pkey? at ./RTmysqltoPg line 130. Use of uninitialized value $values[6] in join or string at ./RTmysqltoPg line 130. Use of uninitialized value $values[8] in join or string at ./RTmysqltoPg line 130. 2,0,SuperUser,1,0,Group,,1,,RT::System at ./RTmysqltoPg line 130. in the ACL table there aren?t duplicates key for ID. The new database is empty, only generated by # make initialize-database Any help? I attach the script. Thanks. Kindest Regards. -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From JThuau at spacex.com Tue Jun 26 10:31:48 2012 From: JThuau at spacex.com (Joachim Thuau) Date: Tue, 26 Jun 2012 14:31:48 +0000 Subject: [rt-users] How change favicon.png In-Reply-To: References: , Message-ID: <122691F4-ADAD-40FE-9965-6AAB2C4C976C@spacex.com> Use an alias in your apache config: Alias /favicon.ico /some/place/where/you/have/your/favicon.ico Jok On Jun 26, 2012, at 3:33 AM, "Jonathan Khattir" > wrote: try your second solution, it's works but i all my images which are in local/html/NoAuth/images don't show. So now my css is disgusting !!! 2012/6/21 Jonathan Khattir > Hi, I try to change the favicon.png but it's don't work. In apache log i have this message :'<&' without matching '&>' at /opt/rt4/local/html/NoAuth/images/favicon.png line 38 (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) How can i change the favicon? Thx From dhutty at allgoodbits.org Tue Jun 26 10:48:46 2012 From: dhutty at allgoodbits.org (Duncan Hutty) Date: Tue, 26 Jun 2012 10:48:46 -0400 Subject: [rt-users] matching null against date/datetime CustomFields Message-ID: <4FE9CBCE.20204@allgoodbits.org> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 In RT4, we can create Custom Fields that have date or datetime types. If a date/datetime Custom Field has not been set, it displays as : CFNAME: (no value) How do I search for tickets that have not had a value set into that Custom Field? Here's what I have tried: CF.{myfieldname} = '' CF.{myfieldname} = 'NULL' CF.{myfieldname} = 'undef' CF.{myfieldname} = 0 CF.{myfieldname} = '1970-01-01 00:00:00' If it is _not_ possible to search for null, doesn't that break the semantics of a date/datetime comparison? - -- Duncan Hutty http://www.allgoodbits.org -----BEGIN PGP SIGNATURE----- Version: GnuPG/MacGPG2 v2.0.17 (Darwin) Comment: GPGTools - http://gpgtools.org Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iEYEARECAAYFAk/py84ACgkQCFuTFybf1wp/XgCghUI3Nu9wV0iQJCMibpmXvxdO T5sAoKNezJxQY8/dmwTFb9uTMR4+57Je =VNVX -----END PGP SIGNATURE----- From gilhoole at buffalo.edu Tue Jun 26 11:30:55 2012 From: gilhoole at buffalo.edu (Dennis Gilhooley) Date: Tue, 26 Jun 2012 11:30:55 -0400 Subject: [rt-users] Settings for On Correspond Open Ticket scrip In-Reply-To: <4FBCEE20.20806@bestpractical.com> References: <4FBCEE20.20806@bestpractical.com> Message-ID: Greetings! We have RT 4.0.4 installed. It appears that when a user Replies to a new ticket (using the Correspond template), the ticket status is not being set from New to Open. I have seen reference to a Global Scrip: On Correspond Open Ticket but I do not see that Global Scrip in our environment. This is behavior we desire, so I am wondering, is there another way to get this behavior (configuration / Lifecycles) or are we just missing the Scrip? If we are missing the Scrip, could someone be so kind as to post the settings / field values for the scrip so I can recreate it in our environment. Thanks, Denny From khapare77 at gmail.com Tue Jun 26 11:58:21 2012 From: khapare77 at gmail.com (Khapare Joshi) Date: Tue, 26 Jun 2012 15:58:21 +0000 Subject: [rt-users] newbiew question Message-ID: a very new to RT, just wondering is there a doc on how to configure RT to handle tickets via mail. so that if i say status resolved , status reply it would reflect on the RT system. KH -------------- next part -------------- An HTML attachment was scrubbed... URL: From kevinr at bestpractical.com Tue Jun 26 12:04:45 2012 From: kevinr at bestpractical.com (Kevin Riggle) Date: Tue, 26 Jun 2012 12:04:45 -0400 Subject: [rt-users] newbiew question In-Reply-To: References: Message-ID: <1340726636-sup-7975@bestpractical.com> Excerpts from Khapare Joshi's message of Tue Jun 26 11:58:21 -0400 2012: > a very new to RT, just wondering is there a doc on how to configure RT to > handle tickets via mail. > > so that if i say status resolved , status reply it would reflect on the RT > system. See http://search.cpan.org/dist/RT-Extension-CommandByMail/lib/RT/Extension/CommandByMail.pm which sounds like what you want. - KevinR From borngunners at aol.com Tue Jun 26 12:06:57 2012 From: borngunners at aol.com (Borngunners) Date: Tue, 26 Jun 2012 12:06:57 -0400 (EDT) Subject: [rt-users] Issue with Fetchmail In-Reply-To: <4FE8CB88.3050408@pacbell.net> References: <8CF2117E71AFAE9-2A10-14983@webmail-d130.sysops.aol.com> <4FE8CB88.3050408@pacbell.net> Message-ID: <8CF21CCD83D88BB-2A10-1A621@webmail-d130.sysops.aol.com> So, I change the username to helpdesk at ticket.co.it and I got these after running the same debug command. Looks like something is happening. The only issue is, I am not sure whether it is working like it is suppose to because it keeps appending zimbra.ticket.co.it at the end of the username... Please see below: root at helpdesks:~# /etc/init.d/fetchmail debug-run /etc/init.d/fetchmail: Initiating debug run of system-wide fetchmail service... /etc/init.d/fetchmail: script will be run in debug mode, all output to forced to /etc/init.d/fetchmail: stdout. This is not enough to debug failures that only /etc/init.d/fetchmail: happen in daemon mode. /etc/init.d/fetchmail: You might want to direct output to a file, and tail -f it. /etc/init.d/fetchmail: Stopping the service... * Pidfile not found! Is fetchmail running? /etc/init.d/fetchmail: exit status of service stop was: 0 /etc/init.d/fetchmail: RUNUSER is fetchmail /etc/init.d/fetchmail: OPTIONS would be -f /etc/fetchmailrc --pidfile /var/run/fetchmail/fetchmail.pid /etc/init.d/fetchmail: Starting service in nodetach mode, hit ^C (SIGINT/intr) to finish run... fetchmail: Old UID list from zimbra.ticket.co.it: fetchmail: Scratch list of UIDs: fetchmail: starting fetchmail 6.3.21 daemon fetchmail: 6.3.21 querying zimbra.ticket.co.it (protocol POP3) at Tue 26 Jun 2012 10:22:25 AM EDT: poll started fetchmail: Trying to connect to 192.168.222.30/110...connected. fetchmail: POP3< +OK zimbra.ticket.co.it Zimbra POP3 server ready fetchmail: POP3> CAPA fetchmail: POP3< +OK Capability list follows fetchmail: POP3< TOP fetchmail: POP3< USER fetchmail: POP3< UIDL fetchmail: POP3< STLS fetchmail: POP3< SASL PLAIN X-ZIMBRA fetchmail: POP3< EXPIRE 31 USER fetchmail: POP3< XOIP fetchmail: POP3< IMPLEMENTATION ZimbraInc fetchmail: POP3< . fetchmail: POP3> STLS fetchmail: POP3< +OK Begin TLS negotiation fetchmail: Certificate chain, from root to peer, starting at depth 3: fetchmail: Issuer Organization: GTE Corporation fetchmail: Issuer CommonName: GTE CyberTrust Global Root fetchmail: Subject CommonName: GTE CyberTrust Global Root fetchmail: Certificate at depth 2: fetchmail: Issuer Organization: GTE Corporation fetchmail: Issuer CommonName: GTE CyberTrust Global Root fetchmail: Subject CommonName: DigiCert High Assurance EV Root CA fetchmail: Certificate at depth 1: fetchmail: Issuer Organization: DigiCert Inc fetchmail: Issuer CommonName: DigiCert High Assurance EV Root CA fetchmail: Subject CommonName: DigiCert High Assurance CA-3 fetchmail: Server certificate: fetchmail: Issuer Organization: DigiCert Inc fetchmail: Issuer CommonName: DigiCert High Assurance CA-3 fetchmail: Subject CommonName: zimbra.ticket.co.it fetchmail: Subject Alternative Name: zimbra.ticket.co.it fetchmail: zimbra.ticket.co.it key fingerprint: 70:02:AF:9B:46:02:C1:12:F0:52:69:0D:EE:99:3A:EC fetchmail: POP3> CAPA fetchmail: POP3< +OK Capability list follows fetchmail: POP3< TOP fetchmail: POP3< USER fetchmail: POP3< UIDL fetchmail: POP3< STLS fetchmail: POP3< SASL PLAIN X-ZIMBRA fetchmail: POP3< EXPIRE 31 USER fetchmail: POP3< XOIP fetchmail: POP3< IMPLEMENTATION ZimbraInc fetchmail: POP3< . fetchmail: zimbra.ticket.co.it: upgrade to TLS succeeded. fetchmail: POP3> USER helpdesk at ticket.co.it fetchmail: POP3< +OK hello helpdesk at ticket.co.it, please enter your password fetchmail: POP3> PASS * fetchmail: POP3< +OK server ready fetchmail: selecting or re-polling default folder fetchmail: POP3> STAT fetchmail: POP3< +OK 8 328373 fetchmail: POP3> LAST fetchmail: POP3< -ERR unknown command fetchmail: unknown command fetchmail: POP3> UIDL fetchmail: POP3< +OK 8 messages fetchmail: POP3< 1 17720.IRidbzHeI6bzOWLayy2p7HWtDHM= fetchmail: 1 is unseen fetchmail: POP3< 2 17723.SHuBiaCWYg,0,9nWQnSrbPaE21M= fetchmail: 2 is unseen fetchmail: POP3< 3 17760.RrBL,aEkKUF38ObqE5RyxA8Fj3I= fetchmail: 3 is unseen fetchmail: POP3< 4 17780.xSV1x6jv0HRhe4TB7Cn29caKUEk= fetchmail: 4 is unseen fetchmail: POP3< 5 17800.zfe5R,i4,UY+UlWCiKW9BizFC7Q= fetchmail: 5 is unseen fetchmail: POP3< 6 17801.pv7zeMc0OwOMn1H9sMm2,2WHBoY= fetchmail: 6 is unseen fetchmail: POP3< 7 17803.WXLHYsVB4uK9qAHGychge,2EKmc= fetchmail: 7 is unseen fetchmail: POP3< 8 17820.l9qMWjsYiHOL+BMlCLMvhtcl6rY= fetchmail: 8 is unseen fetchmail: POP3< . fetchmail: 8 messages for helpdesk at ticket.co.it at zimbra.ticket.co.it (328373 octets). fetchmail: POP3> LIST 1 fetchmail: POP3< +OK 1 4492 fetchmail: POP3> TOP 1 99999999 fetchmail: POP3< +OK message top follows fetchmail: reading message helpdesk at ticket.co.it@zimbra.ticket.co.it:1 of 8 (4492 octets) About to rewrite Return-Path: jane at ticket.co.it... ...rewritten version is Return-Path: jane at ticket.co.it. fetchmail: About to rewrite From: Jane jane ... ...rewritten version is From: Jane jane . fetchmail: About to rewrite To: Help Desk , ... ...rewritten version is To: Help Desk , . fetchmail: About to rewrite Cc: Lope Phatter , ... ...rewritten version is Cc: Lope Phatter , . fetchmail: about to deliver with: /opt/rt4/bin/mailgate --queue general --action correspond --url http://helpdesks.ticket.co.it/ #*************************************.***************.***********sh: 1: /opt/rt4/bin/mailgate: not found fetchmail: MDA returned nonzero status 127 fetchmail: not flushed fetchmail: POP3> LIST 3 fetchmail: POP3< +OK 3 85746 fetchmail: POP3> TOP 3 99999999 fetchmail: POP3< +OK message top follows fetchmail: reading message helpdesk at ticket.co.it@zimbra.ticket.co.it:3 of 8 (85746 octets) About to rewrite Return-Path: young at ticket.co.it... ...rewritten version is Return-Path: young at ticket.co.it. fetchmail: About to rewrite From: Moses young ... ...rewritten version is From: Moses young . fetchmail: About to rewrite Reply-To: Moses young ... ...rewritten version is Reply-To: Moses young . fetchmail: About to rewrite To: helpdesk at ticket.co.it... ...rewritten version is To: helpdesk at ticket.co.it. fetchmail: about to deliver with: /opt/rt4/bin/mailgate --queue general --action correspond --url http://helpdesks.ticket.co.it/ #******************************************************.***********************.*************.**************.**************.*************.******************.*************.*************.*************.*************.*************.*************.*************.**************.*************.*************.*********sh: 1: ****.***/opt/rt4/bin/mailgate: not found *******fetchmail: error writing message text fetchmail: POP3> QUIT fetchmail: POP3< SBldFGSPL8BlAm/SBHz+b9H9BVH1k6TfVj2eq6v7WA6pr2OB2uf6FdlvtPoVXW+yi27ZXd/g1Lqf fetchmail: MDA error while fetching from helpdesk at ticket.co.it@zimbra.ticket.co.it fetchmail: 6.3.21 querying zimbra.ticket.co.it (protocol POP3) at Tue 26 Jun 2012 10:22:25 AM EDT: poll completed fetchmail: Merged UID list from zimbra.ticket.co.it: 17720.IRidbzHeI6bzOWLayy2p7HWtDHM= = UNSEEN, 17723.SHuBiaCWYg,0,9nWQnSrbPaE21M= = UNSEEN, 17760.RrBL,aEkKUF38ObqE5RyxA8Fj3I= = UNSEEN, 17780.xSV1x6jv0HRhe4TB7Cn29caKUEk= = UNSEEN, 17800.zfe5R,i4,UY+UlWCiKW9BizFC7Q= = UNSEEN, 17801.pv7zeMc0OwOMn1H9sMm2,2WHBoY= = UNSEEN, 17803.WXLHYsVB4uK9qAHGychge,2EKmc= = UNSEEN, 17820.l9qMWjsYiHOL+BMlCLMvhtcl6rY= = UNSEEN fetchmail: discarding new UID list fetchmail: Query status=6 (IOERR) fetchmail: sleeping at Tue 26 Jun 2012 10:22:25 AM EDT for 60 seconds -----Original Message----- From: 20/20 Lab To: rt-users Sent: Mon, Jun 25, 2012 4:35 pm Subject: Re: [rt-users] Issue with Fetchmail On 06/25/2012 11:31 AM, Borngunners wrote: Still having problems with fetchmail after migrating to RT 4.05 and wanted to use the fetchmail option to get email sent to our helpdesk system instead of users logging into rt to create a ticket... This is the log from running this command root at helpdesks:~# /etc/init.d/fetchmail debug-run /etc/init.d/fetchmail: Initiating debug run of system-wide fetchmail service... /etc/init.d/fetchmail: script will be run in debug mode, all output to forced to /etc/init.d/fetchmail: stdout. This is not enough to debug failures that only /etc/init.d/fetchmail: happen in daemon mode. /etc/init.d/fetchmail: You might want to direct output to a file, and tail -f it. /etc/init.d/fetchmail: Stopping the service... * Stopping mail retriever agent: [ OK ] /etc/init.d/fetchmail: exit status of service stop was: 0 /etc/init.d/fetchmail: RUNUSER is fetchmail /etc/init.d/fetchmail: OPTIONS would be -f /etc/fetchmailrc --pidfile /var/run/fetchmail/fetchmail.pid /etc/init.d/fetchmail: Starting service in nodetach mode, hit ^C (SIGINT/intr) to finish run... fetchmail: Old UID list from ticket.co.it: fetchmail: Scratch list of UIDs: fetchmail: starting fetchmail 6.3.21 daemon fetchmail: 6.3.21 querying ticket.co.it (protocol POP3) at Mon 25 Jun 2012 02:13:50 PM EDT: poll started fetchmail: Trying to connect to 128.8.222.167/110...connected. fetchmail: POP3< +OK zimbra.ticket.co.it Zimbra POP3 server ready fetchmail: POP3> CAPA fetchmail: POP3< +OK Capability list follows fetchmail: POP3< TOP fetchmail: POP3< USER fetchmail: POP3< UIDL fetchmail: POP3< STLS fetchmail: POP3< SASL PLAIN X-ZIMBRA fetchmail: POP3< EXPIRE 31 USER fetchmail: POP3< XOIP fetchmail: POP3< IMPLEMENTATION ZimbraInc fetchmail: POP3< . fetchmail: POP3> STLS fetchmail: POP3< +OK Begin TLS negotiation fetchmail: Certificate chain, from root to peer, starting at depth 3: fetchmail: Issuer Organization: GTE Corporation fetchmail: Issuer CommonName: GTE CyberTrust Global Root fetchmail: Subject CommonName: GTE CyberTrust Global Root fetchmail: Certificate at depth 2: fetchmail: Issuer Organization: GTE Corporation fetchmail: Issuer CommonName: GTE CyberTrust Global Root fetchmail: Subject CommonName: DigiCert High Assurance EV Root CA fetchmail: Certificate at depth 1: fetchmail: Issuer Organization: DigiCert Inc fetchmail: Issuer CommonName: DigiCert High Assurance EV Root CA fetchmail: Subject CommonName: DigiCert High Assurance CA-3 fetchmail: Server certificate: fetchmail: Issuer Organization: DigiCert Inc fetchmail: Issuer CommonName: DigiCert High Assurance CA-3 fetchmail: Subject CommonName: zimbra.ticket.co.it fetchmail: Subject Alternative Name: zimbra.ticket.co.it fetchmail: Server CommonName mismatch: zimbra.ticket.co.it != ticket.co.it fetchmail: ticket.co.it key fingerprint: 70:02:AF:9B:46:02:C1:12:F0:52:69:0D:EE:99:3A:EC fetchmail: Warning: the connection is insecure, continuing anyways. (Better use --sslcertck!) fetchmail: POP3> CAPA fetchmail: POP3< +OK Capability list follows fetchmail: POP3< TOP fetchmail: POP3< USER fetchmail: POP3< UIDL fetchmail: POP3< STLS fetchmail: POP3< SASL PLAIN X-ZIMBRA fetchmail: POP3< EXPIRE 31 USER fetchmail: POP3< XOIP fetchmail: POP3< IMPLEMENTATION ZimbraInc fetchmail: POP3< . fetchmail: ticket.co.it: upgrade to TLS succeeded. fetchmail: POP3> USER helpdesk fetchmail: POP3< +OK hello helpdesk, please enter your password Still looks like your using helpdesk and not helpdesk at ticket.co.it -------------- next part -------------- An HTML attachment was scrubbed... URL: From drey111 at gmail.com Tue Jun 26 12:11:55 2012 From: drey111 at gmail.com (Joe Harris) Date: Tue, 26 Jun 2012 12:11:55 -0400 Subject: [rt-users] newbiew question In-Reply-To: <1340726636-sup-7975@bestpractical.com> References: <1340726636-sup-7975@bestpractical.com> Message-ID: <7E4EC02D-10FA-4AAF-B0F1-B1910FC8FB53@gmail.com> We use this extension and it works great! Sent from my mobile device. On Jun 26, 2012, at 12:04 PM, Kevin Riggle wrote: > Excerpts from Khapare Joshi's message of Tue Jun 26 11:58:21 -0400 2012: >> a very new to RT, just wondering is there a doc on how to configure RT to >> handle tickets via mail. >> >> so that if i say status resolved , status reply it would reflect on the RT >> system. > > See > http://search.cpan.org/dist/RT-Extension-CommandByMail/lib/RT/Extension/CommandByMail.pm > which sounds like what you want. > > - KevinR From lab at pacbell.net Tue Jun 26 12:15:52 2012 From: lab at pacbell.net (20/20 Lab) Date: Tue, 26 Jun 2012 09:15:52 -0700 Subject: [rt-users] Issue with Fetchmail In-Reply-To: <8CF21CCD83D88BB-2A10-1A621@webmail-d130.sysops.aol.com> References: <8CF2117E71AFAE9-2A10-14983@webmail-d130.sysops.aol.com> <4FE8CB88.3050408@pacbell.net> <8CF21CCD83D88BB-2A10-1A621@webmail-d130.sysops.aol.com> Message-ID: <4FE9E038.80401@pacbell.net> --snip-- > fetchmail: about to deliver with: /opt/rt4/bin/mailgate --queue > general --action correspond --url http://helpdesks.ticket.co.it/ > #*************************************.***************.***********sh: > 1: /opt/rt4/bin/mailgate: not found --snip-- Ok, your username is fixed and your authenticating correctly. However, its /opt/rt4/bin/rt-mailgate, not /opt/rt4/bin/mailgate. Just change that in your fetchmailrc file and you should be good to go. -Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From borngunners at aol.com Tue Jun 26 14:11:17 2012 From: borngunners at aol.com (Borngunners) Date: Tue, 26 Jun 2012 14:11:17 -0400 (EDT) Subject: [rt-users] Changing Stalled to Resolve Message-ID: <8CF21DE370E11C3-2A10-1B5A4@webmail-d130.sysops.aol.com> Where do I go to change the ticket status to show Resolved instead of stalled. I added resolved in RT_SiteConfig.pm, but it did not change after doing so. Thanks, -------------- next part -------------- An HTML attachment was scrubbed... URL: From borngunners at aol.com Tue Jun 26 14:19:46 2012 From: borngunners at aol.com (Borngunners) Date: Tue, 26 Jun 2012 14:19:46 -0400 (EDT) Subject: [rt-users] Issue with Fetchmail In-Reply-To: <4FE9E038.80401@pacbell.net> References: <8CF2117E71AFAE9-2A10-14983@webmail-d130.sysops.aol.com> <4FE8CB88.3050408@pacbell.net> <8CF21CCD83D88BB-2A10-1A621@webmail-d130.sysops.aol.com> <4FE9E038.80401@pacbell.net> Message-ID: <8CF21DF66C88123-2A10-1B6B2@webmail-d130.sysops.aol.com> I made the correction to your suggestion and RT seems to be fetching tickets from helpdesk at health.umd.edu, but I get this message after looking into the log: root at helpdesks:/var/tmp/rt-4.0.5# tail .f /var/log/fetchmail.log tail: cannot open `.f' for reading: No such file or directory ==> /var/log/fetchmail.log <== sh: 1: /opt/rt4/bin/mailgate: not found fetchmail: reading message helpdesk at ticket.co.it@zimbra.ticket.co.it:2 of 8 (7944 octets) (log message incomplete) fetchmail: MDA returned nonzero status 127 fetchmail: not flushed sh: 1: /opt/rt4/bin/mailgate: not found fetchmail: reading message helpdesk at ticket.co.it@zimbra.ticket.co.it:3 of 8 (85746 octets) (log message incomplete) fetchmail: error writing message text fetchmail: MDA error while fetching from helpdesk at ticket.co.it@zimbra.ticket.co.it fetchmail: Query status=6 (IOERR) fetchmail: terminated with signal 15 Anyway that this message can be cleared. Thanks -----Original Message----- From: 20/20 Lab To: Borngunners Cc: rt-users Sent: Tue, Jun 26, 2012 12:15 pm Subject: Re: [rt-users] Issue with Fetchmail --snip-- fetchmail: about to deliver with: /opt/rt4/bin/mailgate --queue general --action correspond --url http://helpdesks.ticket.co.it/ #*************************************.***************.***********sh: 1: /opt/rt4/bin/mailgate: not found --snip-- Ok, your username is fixed and your authenticating correctly. However, its /opt/rt4/bin/rt-mailgate, not /opt/rt4/bin/mailgate. Just change that in your fetchmailrc file and you should be good to go. -Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Jun 26 14:27:17 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 26 Jun 2012 13:27:17 -0500 Subject: [rt-users] Changing Stalled to Resolve In-Reply-To: <8CF21DE370E11C3-2A10-1B5A4@webmail-d130.sysops.aol.com> References: <8CF21DE370E11C3-2A10-1B5A4@webmail-d130.sysops.aol.com> Message-ID: <20120626182717.GS6547@aart.rice.edu> On Tue, Jun 26, 2012 at 02:11:17PM -0400, Borngunners wrote: > Where do I go to change the ticket status to show Resolved instead of stalled. I added resolved in RT_SiteConfig.pm, but it did not change after doing so. > > Thanks, You may want to check the archives, but unless your ticket volume is very small, this change is not a good idea. Cheers, Ken From asanka_gunasekera at yahoo.co.uk Tue Jun 26 14:33:23 2012 From: asanka_gunasekera at yahoo.co.uk (procfs) Date: Tue, 26 Jun 2012 11:33:23 -0700 (PDT) Subject: [rt-users] mail AdminCC when moving ticket from queue to queue In-Reply-To: <0DB62BF0BA7246409E50F16FC002E562A2C9304A@MBNA2.prg.com> References: <1340298451.65632.YahooMailNeo@web29010.mail.ird.yahoo.com> <0DB62BF0BA7246409E50F16FC002E562A2C9304A@MBNA2.prg.com> Message-ID: <34074279.post@talk.nabble.com> Hi Jennifer , where should I place this RT-Attach-Message: yes Thanks for the reply I was thinkng that I ant going to get any feed back from any one Regards jaknj wrote: > > You can create a global scrip with the following: > [cid:image001.png at 01CD4FAF.B7D19810] > > I created a customized template that also includes the first content on > the ticket, this makes it a little easier to keep track of what the ticket > is actually about without needing to log into the system. Here is my > template content: > > RT-Attach-Message: yes > > > {$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon. > Transaction: {$Transaction->Description} > Queue: {$Ticket->QueueObj->Name} > Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject > given)"} > Owner: {$Ticket->OwnerObj->Name} > Requestors: {$Ticket->RequestorAddresses} > Status: {$Ticket->Status} > Ticket {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > > > > Transaction Content: > ------------------------------------------------------------------------------ > {$Transaction->Content()} > > Original Ticket Content: > ------------------------------------------------------------------------------ > {$Ticket->Transactions->First->Content()} > > Jennifer Koermer > System Administrator IV > ________________________________ > > Production Resource Group, LLC > 915 Secaucus Road, Secaucus, NJ 07094 > 201-758-4349 phone > 201-758-4350 fax > 201-232-7691 cell > jkoermer at prg.com > www.prg.com > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Asanka > Gunasekera > Sent: Thursday, June 21, 2012 1:08 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] mail AdminCC when moving ticket from queue to queue > > Hi, how do I get the RT to send a mail to AdminCC when moving a ticket > from one queue to another > > Thanks and Regards > > > -- View this message in context: http://old.nabble.com/mail-AdminCC-when-moving-ticket-from-queue-to-queue-tp34049914p34074279.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Tue Jun 26 14:47:07 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 26 Jun 2012 21:47:07 +0300 Subject: [rt-users] mail AdminCC when moving ticket from queue to queue In-Reply-To: <34074279.post@talk.nabble.com> References: <1340298451.65632.YahooMailNeo@web29010.mail.ird.yahoo.com> <0DB62BF0BA7246409E50F16FC002E562A2C9304A@MBNA2.prg.com> <34074279.post@talk.nabble.com> Message-ID: On Tue, Jun 26, 2012 at 9:33 PM, procfs wrote: > > Hi Jennifer , where should I place this RT-Attach-Message: yes http://requesttracker.wikia.com/wiki/Template#Attaching_original_attachments_to_the_mail Link to description of the mentioned feature. Read whole page to understand templates a bit. > > Thanks for the reply I was thinkng that I ant going to get any feed back > from any one > > Regards > > > > jaknj wrote: >> >> You can create a global scrip with the following: >> [cid:image001.png at 01CD4FAF.B7D19810] >> >> I created a customized template that also includes the first content on >> the ticket, this makes it a little easier to keep track of what the ticket >> is actually about without needing to log into the system. ?Here is my >> template content: >> >> RT-Attach-Message: yes >> >> >> {$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon. >> Transaction: {$Transaction->Description} >> ? ? ? ?Queue: {$Ticket->QueueObj->Name} >> ? ? ?Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject >> given)"} >> ? ? ? ?Owner: {$Ticket->OwnerObj->Name} >> ? Requestors: {$Ticket->RequestorAddresses} >> ? ? ? Status: {$Ticket->Status} >> Ticket > {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > >> >> >> Transaction Content: >> ------------------------------------------------------------------------------ >> {$Transaction->Content()} >> >> Original Ticket Content: >> ------------------------------------------------------------------------------ >> {$Ticket->Transactions->First->Content()} >> >> Jennifer Koermer >> System Administrator IV >> ________________________________ >> >> Production Resource Group, LLC >> 915 Secaucus Road, Secaucus, NJ 07094 >> 201-758-4349 phone >> 201-758-4350 fax >> 201-232-7691 cell >> jkoermer at prg.com >> www.prg.com >> >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Asanka >> Gunasekera >> Sent: Thursday, June 21, 2012 1:08 PM >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] mail AdminCC when moving ticket from queue to queue >> >> Hi, how do I get the RT to send a mail to AdminCC when moving a ticket >> from one queue to another >> >> Thanks and Regards >> >> >> > > -- > View this message in context: http://old.nabble.com/mail-AdminCC-when-moving-ticket-from-queue-to-queue-tp34049914p34074279.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- Best regards, Ruslan. From b_zynda at comcast.net Tue Jun 26 15:31:25 2012 From: b_zynda at comcast.net (Brad) Date: Tue, 26 Jun 2012 15:31:25 -0400 Subject: [rt-users] Login banner Message-ID: <20120626193129.D7D6E4881BD@aalto.aaltohost.com> An HTML attachment was scrubbed... URL: From fm100terra at mail.ru Tue Jun 26 16:32:53 2012 From: fm100terra at mail.ru (=?UTF-8?B?QWxleGFuZGVyIFNhZ3JhdHlhbg==?=) Date: Wed, 27 Jun 2012 00:32:53 +0400 Subject: [rt-users] =?utf-8?q?updating_ticket=27s_created_field?= Message-ID: <1340742773.177429954@f176.mail.ru> Hello. I am struggling with the following problem without a success: task is to update Created and Started fields of a ticket inside a custom scrip. I have found SetStarted method, but not SetCreated. Is it possible to update Created field manually inside a scrip? Thanks in advance!? -------------- next part -------------- An HTML attachment was scrubbed... URL: From kevinr at bestpractical.com Tue Jun 26 17:34:53 2012 From: kevinr at bestpractical.com (Kevin Riggle) Date: Tue, 26 Jun 2012 17:34:53 -0400 Subject: [rt-users] updating ticket's created field In-Reply-To: <1340742773.177429954@f176.mail.ru> References: <1340742773.177429954@f176.mail.ru> Message-ID: <1340746416-sup-6908@bestpractical.com> Excerpts from Alexander Sagratyan's message of Tue Jun 26 16:32:53 -0400 2012: > Hello. > > I am struggling with the following problem without a success: task is to update Created and Started fields of a ticket inside a custom scrip. I have found SetStarted method, but not SetCreated. Is it possible to update Created field manually inside a scrip? Created is set by the RT system when the ticket is created, and can't be updated manually. - Kevin From fm100terra at mail.ru Tue Jun 26 18:09:17 2012 From: fm100terra at mail.ru (=?UTF-8?B?QWxleGFuZGVyIFNhZ3JhdHlhbg==?=) Date: Wed, 27 Jun 2012 02:09:17 +0400 Subject: [rt-users] =?utf-8?q?updating_ticket=27s_created_field?= In-Reply-To: <1340742773.177429954@f176.mail.ru> References: <1340742773.177429954@f176.mail.ru> Message-ID: <1340748557.162401085@f257.mail.ru> Some progress....I was experimenting with __Set method. ?So far it is able to alter Created field. But cannot define what datetime format to feed this method. Wed, 27 Jun 2012 00:32:53 +0400 ?? Alexander Sagratyan : Hello. I am struggling with the following problem without a success: task is to update Created and Started fields of a ticket inside a custom scrip. I have found SetStarted method, but not SetCreated. Is it possible to update Created field manually inside a scrip? Thanks in advance!? -------------- next part -------------- An HTML attachment was scrubbed... URL: From fm100terra at mail.ru Tue Jun 26 18:11:18 2012 From: fm100terra at mail.ru (=?UTF-8?B?QWxleGFuZGVyIFNhZ3JhdHlhbg==?=) Date: Wed, 27 Jun 2012 02:11:18 +0400 Subject: [rt-users] =?utf-8?q?updating_ticket=27s_created_field?= In-Reply-To: <1340746416-sup-6908@bestpractical.com> References: <1340742773.177429954@f176.mail.ru> <1340746416-sup-6908@bestpractical.com> Message-ID: <1340748678.967874769@f231.mail.ru> Some progress....I was experimenting with __Set method. ?So far it is able to alter Created field. But cannot define what datetime format to feed this method. Tue, 26 Jun 2012 17:34:53 -0400 ?? Kevin Riggle : Excerpts from Alexander Sagratyan's message of Tue Jun 26 16:32:53 -0400 2012: > Hello. > > I am struggling with the following problem without a success: task is to update Created and Started fields of a ticket inside a custom scrip. I have found SetStarted method, but not SetCreated. Is it possible to update Created field manually inside a scrip? Created is set by the RT system when the ticket is created, and can't be updated manually. - Kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From fm100terra at mail.ru Tue Jun 26 18:37:06 2012 From: fm100terra at mail.ru (=?UTF-8?B?QWxleGFuZGVyIFNhZ3JhdHlhbg==?=) Date: Wed, 27 Jun 2012 02:37:06 +0400 Subject: [rt-users] =?utf-8?q?ticket=27s_getheader_method?= Message-ID: <1340750226.283086848@f82.mail.ru> Hello. I have some questions abot GetHeader method. Any help is appreciated. ?I have a scrip which retrieves Date header ?from ticket : my $Transaction = $self->TransactionObj; my $date_header = $Transaction->Attachments->First->GetHeader('Date'); This extraction works perfactly. ?Further in the same scrip I have: my $ticket = $search->Next ? ? # ticket object is retrieved from queue ? The question is how to get the same Date header from ticket object? Does the ?Transaction/Attachment exist for already created ticket in queue?? Will Transactions field be useful in this case? -------------- next part -------------- An HTML attachment was scrubbed... URL: From stuart.browne at ausregistry.com.au Tue Jun 26 19:28:20 2012 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Wed, 27 Jun 2012 09:28:20 +1000 Subject: [rt-users] [ausregistry.net.au #104306] (Waiting on Customer) Case #00666204 (RHN TRACEBACK generated) ref:00DA0000000HxWHMA0.500A000000A5zZcIAJ:ref Message-ID: <8CEF048B9EC83748B1517DC64EA130FB729CB45F64@off-win2003-01.ausregistrygroup.local> -----Original Message----- From: Red Hat Support [mailto:support at redhat.com] Sent: Tuesday, 26 June 2012 9:45 PM To: Stuart Browne Subject: (Waiting on Customer) Case #00666204 (RHN TRACEBACK generated) ref:00DA0000000HxWHMA0.500A000000A5zZcIAJ:ref --------------------------------------- | Case Information | --------------------------------------- https://access.redhat.com/support/cases/00666204 Case Title : RHN TRACEBACK generated Case Number : 00666204 Case Open Date : 2012-06-25 10:31:30 Most recent comment: On 2012-06-26 21:44:51, S V, Abhilash commented: "Hello, Thank you for your Support Request. My name is Abhilash S. V and I am taking over the ownership of your Support Request and will work with you to resolve this issue. You are hitting an already reported internal private bugzilla https://bugzilla.redhat.com/show_bug.cgi?id=822435. The bugzilla is not viewable to public. The bugzilla is on QA and we should have an errata soon. Meanwhile, can you try to downgrade rhn-client-tools package to version 1.0.0-73 in your client and check if it fixes the problems as of now. Awaiting your update. Thank you for choosing Red Hat and I look forward to working with you. Regards, Abhilash" --------------------------------------- Thank you for your latest interaction with Red Hat Global Support Services. We are currently working to resolve your case. Your case has transitioned to "Waiting On Customer" status. This means that the Red Hat associate working on your case needs information or action from you to proceed. To help us resolve your case as quickly as possible, you will need to update your case online at https://access.redhat.com Once you update the case, we can continue working to resolve your issue. If you wish to contact Red Hat, visit https://access.redhat.com to find phone and web contact information relevant to your region and support contract. Thank you, Red Hat Global Support Services --------------------------------------- Have you joined the discussion in Groups yet? Visit https://access.redhat.com/groups to participate in our rapidly growing user community. --------------------------------------- ref:00DA0000000HxWHMA0.500A000000A5zZcIAJ:ref From stuart.browne at ausregistry.com.au Tue Jun 26 19:29:01 2012 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Wed, 27 Jun 2012 09:29:01 +1000 Subject: [rt-users] Previous email - apologies Message-ID: <8CEF048B9EC83748B1517DC64EA130FB729CB45F66@off-win2003-01.ausregistrygroup.local> Sorry about that, sent to the wrong local alias.. Stuart J. Browne Senior Unix Administrator, Network Administrator, Database Administrator AusRegistry Pty Ltd Level 8, 10 Queens Road Melbourne. Victoria. Australia. 3004. Ph:? +61 3 9866 3710 Fax: +61 3 9866 1970 Email: stuart.browne at ausregistry.com.au Web: www.ausregistry.com.au The information contained in this communication is intended for the named recipients only. It is subject to copyright and may contain privileged and/or confidential information. If you are not an intended recipient you must not use, copy, distribute or take any action in reliance on it. If you have received this communication in error, please delete all copies from your system and notify us immediately. From simon at gikaku.com Wed Jun 27 02:41:48 2012 From: simon at gikaku.com (Simon Walter) Date: Tue, 26 Jun 2012 21:41:48 -0900 Subject: [rt-users] Search users Message-ID: <4FEAAB2C.6050801@gikaku.com> Hi all, I have a question about searching for users. I'd like to enable the support staff to type in a name and click search and then see all the users (most probably email requestors) that have a surname or firstname LIKE the query. Then click on the that user, and see all tickets ever created by that user. It seems like it would be a pretty common thing to do. Is there functionality for this? Do I need to write a plugin? Regards, Simon From juanjillo at gmail.com Wed Jun 27 04:19:56 2012 From: juanjillo at gmail.com (Juanjo) Date: Wed, 27 Jun 2012 10:19:56 +0200 Subject: [rt-users] Fwd: Try to migrating from MySQL to Postgres In-Reply-To: References: <13C4A7DFAD68EA4C9C6222704094B86E56400D47@CONTRADC02.konsulenthuset.as> Message-ID: ---------- Forwarded message ---------- From: Juanjo Date: 2012/6/27 Subject: Re: [rt-users] Try to migrating from MySQL to Postgres To: Anders Hansen-?vre Ok, tahnks. I think is working. Almost the script is running well. I have some errors like that: Use of uninitialized value $mymaxid in concatenation (.) or string at ./RTmysqltoPg line 35. 2012/6/26 Anders Hansen-?vre > I used the following after some key issues.**** > > ** ** > > Using Pg to request password for local connections**** > > ** ** > > /opt/rt4/sbin/rt-setup-database --dba postgres --prompt-for-password > --action drop**** > > /opt/rt4/sbin/rt-setup-database --dba postgres --prompt-for-password > --action create**** > > /opt/rt4/sbin/rt-setup-database --dba postgres --prompt-for-password > --action schema --datadir /opt/rt4/etc/schema.Pg**** > > /opt/rt4/sbin/rt-setup-database --dba postgres --prompt-for-password > --action acl --datadir /opt/rt4/etc/acl.Pg**** > > ** ** > > Change Pg back to default auth for postgres from local**** > > ** ** > > Then run ./RTmysqltoPg**** > > ** ** > > ---**** > > Anders**** > > ** ** > > *Fra:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *P? vegne av* Juanjo > *Sendt:* 26. juni 2012 09:54 > *Til:* rt-users at lists.bestpractical.com > *Emne:* [rt-users] Try to migrating from MySQL to Postgres**** > > ** ** > > Hi. > > I try to make a migration in my dev server from MySQL to Postgres. > > Now im trying to use the scrip from Dario given in this thread > http://www.gossamer-threads.com/lists/rt/users/103305 > > I get this error: > > [root at rt ~]# ./RTmysqltoPg > Migrating ACL... > maxid=83 > Asked ACL for 2000 starting from 0, got 73 > DBD::Pg::st execute failed: ERROR: duplicate key violates unique > ?acl_pkey? at ./RTmysqltoPg line 130. > Use of uninitialized value $values[6] in join or string at ./RTmysqltoPg > line 130. > Use of uninitialized value $values[8] in join or string at ./RTmysqltoPg > line 130. > > 2,0,SuperUser,1,0,Group,,1,,RT::System at ./RTmysqltoPg line 130. > > > > in the ACL table there aren?t duplicates key for ID. > The new database is empty, only generated by # make initialize-database > > Any help? > > I attach the script. > > Thanks. > Kindest Regards. > > -- > Un saludo. > Juanjo Corral**** > -- Un saludo. Juanjo Corral -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From pedroalb at ebi.ac.uk Wed Jun 27 04:52:54 2012 From: pedroalb at ebi.ac.uk (Pedro Albuquerque) Date: Wed, 27 Jun 2012 09:52:54 +0100 Subject: [rt-users] MaxAttachmentSize In-Reply-To: <20120626124823.GQ6547@aart.rice.edu> References: <4FE9AB93.4000100@ebi.ac.uk> <20120626124823.GQ6547@aart.rice.edu> Message-ID: <4FEAC9E6.80907@ebi.ac.uk> Indeed, the file has 47.7MB. But RT does not throws any error regarding uploading files with size bigger than this and it should because for the end user, the files seem to be there (you can download but only the 47MB). Is there any option in the apache configuration files to set a max size? Regards, Pedro. On 26/06/2012 13:48, ktm at rice.edu wrote: > On Tue, Jun 26, 2012 at 01:31:15PM +0100, Pedro Albuquerque wrote: > >> Hi all, >> >> I set this on RT_SiteConfig to Set($MaxAttachmentSize, 67634176) to >> allow users upload files up to 64MB. # (64MB) >> However, users can upload files bigger than this size (no error and >> file is in the ticket); the strangest thing is that in the RT >> interface it shows every file with size bigger than 64MB having >> 47.7MB of size. >> >> I am using RT 4.0.6 and Oracle DB. >> >> Cheers, >> Pedro. >> > Hi Pedro, > > I think the file is base64 encoded in the Oracle backend which would > imply storing only about 47MB of data. The rest is discarded, hence > the 47.7MB sizes. > > Regards, > Ken > -------------- next part -------------- An HTML attachment was scrubbed... URL: From b_zynda at comcast.net Wed Jun 27 10:39:43 2012 From: b_zynda at comcast.net (Brad) Date: Wed, 27 Jun 2012 10:39:43 -0400 Subject: [rt-users] Login banner Message-ID: <20120627143945.606472403A9@hipster.bestpractical.com> An HTML attachment was scrubbed... URL: From danmadere at gmail.com Wed Jun 27 10:46:00 2012 From: danmadere at gmail.com (Dan Madere) Date: Wed, 27 Jun 2012 10:46:00 -0400 Subject: [rt-users] Login banner In-Reply-To: <20120627143945.606472403A9@hipster.bestpractical.com> References: <20120627143945.606472403A9@hipster.bestpractical.com> Message-ID: Hi Brad, You'll just need to clear RT's mason cache. Instructions here: http://requesttracker.wikia.com/wiki/CleanMasonCache Thanks, Dan On Wed, Jun 27, 2012 at 10:39 AM, Brad wrote: > > ________________________________ > From: Zynda, Bradley V. (GSFC-423.0)[ADNET SYSTEMS INC] > Sent: 6/27/2012 10:13 AM > To: Brad > Subject: Re: [rt-users] Login banner > > Hi Jonathan, > > I have added a test label to: > > /opt/rt4/share/html/Elements/Login > > > > Code I have inserted: > >
> <&|/l&>TestLabel: >
> > > > Snippet of the code with my inserted code: > > % $m->callback( %ARGS, CallbackName => 'Header' ); > <& /Elements/Header, Title => loc('Login'), Focus => 'user', RichText => 0 > &> > >
<&|/l&>Queue:<& Elements/ShowQueue, QueueObj => $QueueObj &> +% # NOTE: show queue select on ticket cloning +% # TODO: find a better way than javascript and send it to Best Practical + +% if ($CloneTicket) { +<& /Elements/SelectQueue, Name => "Queue", ShowNullOption => 0, ShowAllQueues => 0, Default => $ARGS{Queue}, OnChange => 'location.href = location.href.replace(/(.+Queue=)\d+(.*)/, \'$1\' + this.value + \'$2\');' &> +% } else { +<& Elements/ShowQueue, QueueObj => $QueueObj &> +% } <&|/l&>Status: